How To Build Your Brand's CX (with Stephanie Robilliard, Head of Customer Support of Ekster)

[00:16] What’s in for you in today’s episode[01:20] Stephanie career backstory[02:39] Ekster’s customer service before and after Stephanie joined the agency[03:39] The strategy that Stephanie followed in building a scalable team [05:18] The metrics you should focus on to meet customers’ support demands[06:27] Understanding customer psychology when selling to multiple markets  [08:56] Lessons that Stephanie learned while building a customer service team[11:08] Qualitative and quantitative measures to look into to scale tour business[12:23] Customer journey touchpoints and customer experience[14:49] The importance of customer experience in the COVID-19 era[16:47] How to differentiate your product with customer service and experience[19:05] Driving brand growth through customer experience, acquisition, and retention[20:29] Takeaways from the guest[21:39] What next for Stephanie and Ekster based on customer support[23:03] Where to learn more about Ekster and connect with Stephanie  Contributors:Stephanie Robilliard - EksterJay Desai - @jayd3sai

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