The Juice with Jess Cervellon reposted this
'I think you can always tell the difference when you're at a company or a part of a larger org that wants to commit to actually putting the customer first.'" — Ashley Harris formerly of Andie and now CX at Caraway Home This epi has been a long time coming for my girl Ashley and I. Ashley is one of my favorite people in the space, not only because she is a CX baddie but because she is authentic and absolutely real. We jam-packed so many key insights on creating exceptional customer experiences and building strong, resonant brands into this episode. It is special and informative. 🔑 Key Takeaways: - Prioritize Authentic Brand Connections: Ashley emphasizes the importance of creating a brand that deeply resonates with customers. Use tools like QR codes on tags to ensure customer access to product knowledge and support, even when the product comes from various merchants. - AI as a Support Tool, Not Replacement: We both make a powerful argument that AI should support, not replace, your customer experience team. Relying solely on AI reflects a lack of care for your customers. Internal ownership and proper integration with BPOs are essential. - Empower Your Team and Invest in Training: Neglecting proper training and internal management for customer service can lead to higher costs and a negative customer experience. Ashley highlights the importance of proactive support and consistent communication, much like a skilled waitress who knows how to keep customers satisfied during a busy service. Give it a listen and send my girl Ashley Harris some hype!