Larry brings on Jordan, Senior Manager at True Classic, and Max, Director at Tommy John, to discuss elevating customer experience, tackling fraud, and the power of proactive communication. Discover their unique insights on handling order modifications, leveraging tech tools like Looker and Flip, and debunking myths about BPOs and customer service. Gain valuable strategies from their extensive experience in the e-commerce world.
Connect with Jordan and Max on LinkedIn for more expert advice and updates.
Socials
Larry: https://www.linkedin.com/in/larrythoma/
Jordan: https://www.linkedin.com/in/jordangesky/
Max: https://www.linkedin.com/in/max-wallace-08561911/
Timestamps
0:00 Intro
5:27 CX playbook: Handling fraud and friendly fraud
10:48 Auditing the full customer journey experience
16:23 CX confession: Accidental site-wide discounts
22:38 Essential tools: Looker for data analysis
28:40 Customer Journey Spotlight: Proactive communication
34:52 Busting CX myths: Offshore support quality
39:36 The customer isn't always right
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