311: Changing Realtime Customer and Employee Feedback for Companies with Adam & Kfir Alfia

Summary: Welcome to another great episode of Startup Junkies! On this episode, hosts Davis McEntire, Jeff Amerine, and Victoria Dickerson sit down with brothers Adam and Kfir Alfia, founders of Real Time Feedback, a two-way customer communication platform that allows customers to communicate directly with management in real time through technology. Adam and Kfir’s entrepreneurship experience spans three decades, including their 2004 venture Maestro Personal Assistants, the premier provider of personal assistance/concierge services. Throughout the episode, Davis, Jeff, Victoria, Adam, and Kfir discuss their multiple ventures, the current customer service space, and why addressing feedback is so important.   Shownotes: (1:03) Introduction to Adam and Kfir (1:21) About Real Time Feedback (1:54) Adam and Kfir’s History with Maestro (4:00) Idea behind Real Time Feedback (6:18) Real Time Feedback’s Success (9:05) Addressing the Problem of Disengaged Employees (14:37) Customer Feedback Trends (19:15) Ventures Involving Family Members (23:28) Managing Multiple Ventures (25:27) Feedback over the Next Five Years (29:44) Advice to Younger Self (30:43) Closing Thoughts   Links: Jeff Amerine Davis McEntire Victoria Dickerson Adam Alfia Kfir Alfia Real Time Feedback Maestro Personal Assistants   Quotes: “And so we’re really hypersensitive to customer experience. When a customer calls up our service, we want them to hang up the phone and go, ‘Wow, that was one of the best phone experiences I’ve ever had with anybody.’” - Adam Alfia, (2:54) “We actually put a lot of emphasis in that response time because you’re getting somebody that’s having a negative experience, and you want to respond quickly and save that relationship and save that experience in real-time and in the moment while that customer is in your business.” - Adam Alfia, (8:31) “If you’re turning your customer into your eyes and ears, they’re able to let you know about deficiencies in your business that you otherwise wouldn’t have known because you don’t have the staff to properly address issues.” - Adam Alfia, (10:38) “There’s a whole swatch of guests and customers that are silently having bad experiences and leaving, and then either thinking, ‘Oh let’s never come here,’ or, ‘I’ll tell my friends,’ but those are the people who are the silent majority that really need a voice and that's what this tool was created for.” - Kfir Alfia, (17:06)