Customer Contact Week gathers leaders that span the customer journey, from Marketing to Operations to Customer Care. CCW talked with me and two other leaders speaking at CCW NoLa to discuss some of the keys to delivering great customer experience, challenges on the journey, and the personal meaning of world-class service with speed and efficiency.
Download the entire Customer Contact Week Speaker Series Q&A or you can also find it on the Customer Contact Week Digital site.
Here is my interview in its entirety:
Question: Our CCW New Orleans theme this year is focused on delivering world-class service with speed and efficiency. In the context of your work, what does speed and efficiency for the customer mean to you?
Answer: For me, it’s about speed and agility in servicing the customer’s needs. That could come in the form of how quickly we respond to an issue; how efficient we are at solving it at first touch – while remaining consistent with our brand tone, yet still with a personal human touch, independent of channel (stores, online, social, call center, etc); it’s also the speed of shipping out an order as quickly as possible.
On the Digital Marketing side, we like to try new things. We don’t love mass communication (who does?) we like relevant communication. From the digital media we buy, to the preference center we launched (enabling newsletter subscribers to opt down in frequency of email received), we don’t want to inundate our customers with our shopping messages. We’re also trying to be better at communicating non-sale messages, and focusing more on pairing up looks, new site features that make the browsing experience better, or our Click & Collect solutions.
Q: Tell us a little more about your speaking role at CCW New Orleans and how it relates back to your current focus areas. What makes you passionate about this topic?
A: This session might be a bit different, since my title or position is not necessarily Customer Service or Customer Experience. However, leading the Digital Marketing and Ecommerce team for one of the largest apparel retailers in Canada, we obsess about customer needs. So I believe my session will touch not only how to do things for the buying customer, but also your internal team members (think about it, they are your customers as well), not to mention our external vendors or agencies; they are an extension of our team, and so we refer to them as our partners (again, they are customers as well in the broader sense).
