“The most important piece of the puzzle is empathy and truly understanding the people you're designing experiences for.”This week on Be Customer Led with Bill Staikos, we had a great talk with Callie DePina about establishing and fostering the member experience. Callie is the vice president and head of member experience at ButcherBox, a company launched in 2015 with the purpose of making high-quality meat more accessible. Throughout the episode, we dive into ButcherBox’s approach to member experience and some important takeaways from Callie’s experience.[01:37] Callie's Background - Sharing her journey so far, Callie explains her role at ButcherBox. Moreover, she mentions several practices they follow there.[12:25] Metrics – Callie discusses the metrics they employ to identify and quantify the impact of their members.[18:00] Journey Mapping -  Callie presents their approach toward journey mapping and mentions its significance.[21:23] Experience Management – Callie highlights the most crucial aspects of experience management. [25:11] The Future – Callie describes the direction she expects experience management will take over the next few years. [28:14] Advice From Callie – Callie gives the listeners two essential pieces of advice on nurturing the  member experience.[31:18] Inspiration – Callie shares the role models she admires and the sources of her inspiration.Resources:Connect with Callie:LinkedIn: linkedin.com/in/smithcallie/Check out ButcherBox: www.butcherbox.comButcherBox discount: if you want to become a new ButcherBox member, ButcherBox is offering listeners $30 off their first box by using the discount code: CALLIE30.