25 min listen
Clare Muscutt talks with Ellie Sutton about customer experience & proposition development in supermarket retailing
Clare Muscutt talks with Ellie Sutton about customer experience & proposition development in supermarket retailing
ratings:
Length:
36 minutes
Released:
Jun 21, 2022
Format:
Podcast episode
Description
Ellie Sutton, the Senior Customer Experience Lead at Waitrose & Partners, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about Anthropology as a route into CX, realising that she had a different way of doing things, knitting together customers and operations, being her own advocate in a male-dominated environment and how she used this to her advantage, the importance of brand as a key differentiator, how digital and retail are no longer distinct business units and how we must harness digital to enhance our propositions.
Listen in as Ellie talks about…
? Studying Anthropology – why people think the way that they do – before moving into food retail as a graduate trainee
? How she approached things differently, listening to customer feedback and “knitting” this together with operations
?♀️ Being her own advocate and viewing CX in supermarket retail through a female lens
?️ Post-pandemic shopping habits and the acceleration of digital – using this to enhance propositions
? CX, service and proposition design, cherry-picking experiential elements and integrating these into a mass-market
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership
Listen in as Ellie talks about…
? Studying Anthropology – why people think the way that they do – before moving into food retail as a graduate trainee
? How she approached things differently, listening to customer feedback and “knitting” this together with operations
?♀️ Being her own advocate and viewing CX in supermarket retail through a female lens
?️ Post-pandemic shopping habits and the acceleration of digital – using this to enhance propositions
? CX, service and proposition design, cherry-picking experiential elements and integrating these into a mass-market
For more information on joining the world’s first online community for women in Customer Experience, head over to www.womenincx.community/membership
Released:
Jun 21, 2022
Format:
Podcast episode
Titles in the series (75)
Clare Muscutt talks with Michelle Badenhorst about uniting business analysis & customer experience.: Contrary to popular belief, Customer Experience is not the answer to everything. Most people in business have worked it out already, but some CX professionals seem blind to the truth. Is it because many of the traditional frameworks ‘taught’ are out ... by Inspiring Women In CX