Michael King: Talking Relevantly to Q3 Customers

In this episode of 4-Quarter Lives, Avivah Wittenberg-Cox speaks with Michael King, Managing Director of Senior Response, one of the UK’s first and only client contact management services dedicated to the over-50s market. Established in 2001 Senior Response manages client contact communication, by phone, SMS, email, post, and webchat on behalf of clients. Michael shares his professional journey, starting from his early career with Capital One to his eventual role at Senior Response, a company he first encountered as a client. He explains how Senior Response sets itself apart by employing older agents who can relate to their customers’ life experiences, providing a more empathetic and effective service. He and Avivah discuss the challenges companies face when marketing to older demographics, highlighting the need for tailored approaches that account for their specific life stages. He emphasizes that businesses should recognize the role of adult children in purchasing decisions and adapt their strategies accordingly. The conversation also touches on the importance of flexibility in work environments, particularly in a sector known for high turnover, and how Senior Response maintains high retention by offering adaptable shifts and a supportive culture. Michael King joined Senior Response Ltd in 2018 as Managing Director. He is an experienced Senior Contact Centre Professional with a history of working across multiple industries and businesses, including Dixons Carphone, the Post Office, BNP Paribas and Capital One. His experience includes Contact Centre Operations, Business Process Improvement, Sales Operations, Customer Retention, and Stakeholder Management. He has a degree in Accounting and Business Management from Long Island University. Some Useful Links: * Senior Response website  Get full access to 4-Quarter Lives | Elderberries at elderberries.substack.com/subscribe