Chris Warticki | Next Time on Kustomer

11/27/20 • 1 min

CX Conversations

Previous Episode

Secrets to Optimizing the Customer Experience | Christine Deehring

In this episode we talk to Christine Deehring, the founder and CEO of Bump Boxes, a company that sells special and useful products for pregnant women. Bump Boxes is a subscription service that provides the necessities that a pregnant woman will need each month of her pregnancy. Christine tells us what her company does to bring their values to the customer and how their culture affects how they approach customer service. She also shares some things they do like rewarding their customers based on how long they’ve been with them and improving their structure based on feedback from their customers. Tune in now!
What is Bump Boxes? 0:53
A large spike in their social media growth 1:58
How company culture empowers the customer journey 4:33
How their feedback loop has been made more fluid 12:05
“Recently we rolled out a VIP program. So any mom that subscribes with us gets, depending on how long she’s committed, she gets a specific discount to our store just joining our subscription. And that was something that came up from just customer feedback.” 11:02
https://www.linkedin.com/in/christine-deehring-b1468693/

Next Episode

Don’t Rush to Delight Your Customer | Chris Warticki

Joining us today we have Senior Director of Customer Experience at Epicor, Chris Warticki. He has been in the customer service industry for 25 years. He worked at Oracle Corporation for 20 years, and he’s been at Epicor for the last two years running their customer success management team. We discuss the methods Chris uses in his company and how they approach customer experience, satisfaction, success, and the present. He tells us why it’s important not to rush to delight your customers to avoid overextending your teams.
Chris’s background 0:43
Why not rush to delight your customers? 1:30
Customer experience 3:23
Customer satisfaction 4:03
Customer success 5:42
Present 6:52
A big ah-ha moment 11:20
“When it comes down to it, everybody like I said wants our customers and your customers to be successful. Getting the right minds to be able to sit together and quickly evaluate what’s the business problem we’re trying to solve and let’s get it documented for future reference. So we can lean it over time. Go from good to great. Go from better to best.” 11:51
https://www.linkedin.com/in/chriswarticki/
@cwarticki on Twitter