Larry brings on Nancy, Director of Customer Experience at Caraway, and Daniel, Head of E-Commerce at Carpe, to discuss scaling CX with small teams. They dive into outsourcing call centers, leveraging help desk flows, and breaking up with customers. Unexpected insights include the power of QR codes in post-purchase experiences, the myth of reducing customer conversations, and why responding too quickly can backfire. The guests share their experiences with fraud prevention and managing split shipments, offering a candid look at the challenges of modern CX.
Follow Nancy and Daniel on LinkedIn to stay updated on their CX strategies and insights in the e-commerce world.
Timestamps
00:00 Intro: Scaling CX with small teams
05:36 Doing more with less in customer experience
18:23 Handling unexpected increases in ticket volume
31:38 Breaking up with problematic customers
38:29 Debunking myths about customer experience
45:06 CX is a company-wide responsibility
51:20 Reading customer tickets to improve strategy
Socials
Larry: https://www.linkedin.com/in/larrythoma/
Nancy:https://www.linkedin.com/in/nancy-gurd-17b67a209/
Daniel:https://www.linkedin.com/in/daniel-nunn-846b15161/
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