Ep. 24 Driving More Business with Better Customer Service
Business Strategy Marketing Tips

Ep. 24 Driving More Business with Better Customer Service


Host Amanda Farrell talks with Cindy Koebele, President and CEO of TitleSmart, about how she built a successful title business during the Great Recession by focusing on customer service. Learn more about gathering client feedback, how to address problems, and creating incentives for your staff to prioritize the customer experience.

"Not everyone is going to write a review on Google or Yelp, and usually, if they do, they're mad, so it's nice if that negative one will come through your survey process first, and then you can address it." - Cindy Koebele


Key topics in this episode:

  • Collecting feedback (3:39).
  • Responding to negative feedback (7:00).
  • Hurdles to setting up a survey program (8:35).
  • What is the survey like and who takes it? (14:12).
  • Handling change and new technology (21:21).
  • How to connect in a remote environment (25:00).
  • Finding inspiration for social media marketing (31:05).
  • Creating a company culture that translates into a positive customer experience (35:12).
  • Addressing the biggest pain points of closings (41:50).


Resources and suggested reading:


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Guest: Cindy Koebele of TitleSmart
Host: Amanda Farrell of PropLogix

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