20 min listen
How To Build Your Brand's CX (with Stephanie Robilliard, Head of Customer Support of Ekster)
How To Build Your Brand's CX (with Stephanie Robilliard, Head of Customer Support of Ekster)
ratings:
Length:
24 minutes
Released:
Dec 27, 2021
Format:
Podcast episode
Description
[00:16] What’s in for you in today’s episode[01:20] Stephanie career backstory[02:39] Ekster’s customer service before and after Stephanie joined the agency[03:39] The strategy that Stephanie followed in building a scalable team [05:18] The metrics you should focus on to meet customers’ support demands[06:27] Understanding customer psychology when selling to multiple markets [08:56] Lessons that Stephanie learned while building a customer service team[11:08] Qualitative and quantitative measures to look into to scale tour business[12:23] Customer journey touchpoints and customer experience[14:49] The importance of customer experience in the COVID-19 era[16:47] How to differentiate your product with customer service and experience[19:05] Driving brand growth through customer experience, acquisition, and retention[20:29] Takeaways from the guest[21:39] What next for Stephanie and Ekster based on customer support[23:03] Where to learn more about Ekster and connect with Stephanie Contributors:Stephanie Robilliard - EksterJay Desai - @jayd3sai
Released:
Dec 27, 2021
Format:
Podcast episode
Titles in the series (100)
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