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In this episode of the ASOM Pod, the hosts Jimmy Kim (CIO and founder of Sendlane) and John Roman (CEO and co-founder of BattlBox), Amer Grozdanic (CEO & Co-Founder of Praella) and Bryan MacDonald (Director of Ecommerce at Oma's Pride) as they discuss what it takes to create and deliver exceptional customer experience.
Drawing on over 55 years of combined experience in e-commerce, SaaS, and DTC, the team shares practical examples, personal stories, and key strategies they use in their business today.
The episode highlights the significance of setting proper expectations, effective communication, and innovative solutions to overcome business hurdles. Tune in to learn how great products can be negatively impacted by poor customer service and discover how some companies, including unexpected support examples like Manypets.com, have navigated these challenges.
- How Battlbox, Oma’s Pride, Praella and Sendlane deliver exceptional customer experience.
- How to set proper expectations internally and externally
- Comparing 2 providers: David Hasselhoff is ________ and Jessica Alba is __________?
- Why Jimmy think the Ritz Carlton is mid
- How Sendlane operates 24/7/365 customer service
- The importance of customer service IN the overall customer experience
- Challenges in scaling customer experience: training and educating the team
- Hot takes: Our most recent favorite and worst customer experience’s: Airlines, Disney, BigCommerce.
Learn about the daily challenges faced in the industry, success stories, personal experiences with major brands, and key strategies for scaling customer support and setting expectations.
And listen as they share their hottest take yet: Their BEST and WORST customer experiences.
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00:00 Intro Teaser
00:27 The Slot Whisperer and Casino Adventures
01:22 Welcome to the ASOM Pod
01:55 Meet the Hosts
03:01 Shoutouts to Sponsors: Recharge
03:41 Delivering Great Customer Experiences
06:08 Customer Experience at Battlbox
10:03 Customer Experience at Praella
15:14 Customer Experience at Oma’s Pride
18:49 The Role of Technology in Customer Service
26:34 The Ritz-Carlton’s Approach to Hospitality
30:07 Challenges in Scaling Customer Experience
33:41 Training and Educating the Team
35:17 Scaling Challenges in Manufacturing
38:15 Customer Experience and Communication
43:14 Managing People and Culture
49:10 Procurement and Supply Chain Issues
52:01 HOT TAKES: BEST and WORST Customer Experiences (20 Second Challenge)
01:04:53 Conclusion and Next Episode Preview
