How Customer Experience Drives Retention with Zoe Kahn - 119
In this episode of D2Z, Brandon Amoroso chats with Zoe Kahn, VP of Retention at Audien Hearing and Founder of Inevitable Agency. Zoe shares her unique journey from retail to e-commerce and unveils how her experiences have shaped her approach to customer retention and service. Discover the critical role of customer education, the intricacies of managing a customer experience team, and the innovative strategies employed to enhance client satisfaction and loyalty in the competitive e-commerce landscape.
Here's what you'll learn:
🛠 The transition from hands-on roles to leading a customer experience agency and the challenges involved.
🎧 Insights into Zoe's strategies for enhancing customer retention and experience in e-commerce.
📚 Importance of customer education to prevent product returns and increase satisfaction.
📈 How automations and AI are reshaping customer service and retention efforts.
🤔 The ethical considerations and strategic applications of handling negative feedback and reviews online.
🌟 Zoe's perspective on community building for older demographics and its impact on customer satisfaction and brand loyalty.
🔄 Best practices for managing customer service teams effectively, especially during peak business periods.
Timestamps
🎙️ Introduction to Zoe Kahn (00:00:00)
🤝 Zoe's Background and Connection with Brandon (00:00:38)
🚀 Journey from Retail to E-commerce (00:01:36)
🌟 Transition from Part-Time to Full-Career in E-commerce (00:02:06)
🌱 Growth and Transition to Leadership Roles (00:03:03)
🎮 Brief Detour into Full-Time Gaming (00:03:58)
🔍 Deep Dive into Customer Retention at Chomps and Audien Hearing (00:04:23)
🏢 Starting Inevitable Agency Accidentally (00:04:50)
🛠️ Challenges and Learning in Agency Management (00:07:08)
👂 Focus on Customer Education at Audien Hearing (00:11:00)
👥 Importance of Community in Marketing Hearing Aids (00:14:49)
📞 Utilizing Facebook Groups for Community Building (00:16:32)
🗣️ Managing Customer Feedback and Reviews (00:18:28)
🛒 Transitioning Customer Service to a Tech-Driven Approach (00:22:12)
🤖 Impact of AI on Customer Service Efficiency (00:24:04)
🔗 Balancing Technology and Human Interaction (00:25:01)
📢 Importance of Transparent Communication (00:27:48)
📈 Using Membership Models to Enhance Customer Experience (00:29:45)
⚖️ Legal and Ethical Considerations in Product Selling (00:30:22)
🛠️ Tips for Managing Customer Experience Teams During Peak Times (00:32:08)
📬 Achieving a Zero Inbox and Efficient Customer Support (00:32:43)
💌 Zoe's Contact Information and Wrap-Up (00:35:03)
Mentioned resources:
Audien Hearing - https://audienhearing.com/
Inevitable Agency - / inevitable-agency
Gorgias - https://www.gorgias.com/
Chomps - https://chomps.com/
Brandon Amoroso:
LinkedIn - / brandonamoroso
Web - https://brandonamoroso.com/
Instagram - / bamoroso11
X - / amorosobrandon
Scalis.ai - https://scalis.ai/
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