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Let’s talk about: o The power of Culture o Social customer voice o Post purchase understanding o Employee brainpower o 5 simple <ps that ma=er
We Are Blinds.com
We Experiment Without Fear
We Walk the Customer Journey
We Listen to Each Other
‘The Voice’ Speaks
Impact of
‘The Voice’ Speaks
Helpful internal recrui<ng tool
Pro-‐ac<ve content crea<on from non-‐Marke<ng folks!
Social referral traffic to Blinds.com sparkline:
The Rise of Social Care
Impact of
The Rise of Social Care
Micro-‐feedback (LOVE IT!)
o Promo code issues o Slow loading o Cart issues o Email sign up challenges o Phone system quirks o Typos (sigh)
Customer Ratings + Reviews
Customer Ratings + Reviews Impact of
Inspira<on Gallery Content
Unexpected Personal Brand Building
Factored into Vendor Ra<ngs
CEO Letters
Longer form, embrace the
customer novella
CEO Letters Impact of
# Strength in numbers
Our customers’ deepest secrets (just kidding, sort of)
Shipping + packaging issues – easy enough to fix, but we had to dig
Customer Disposition Smarts
Customer percep<on vs reality
Customer Experience Council
Pay It Forward Program
1. If it ma=ers, visualize it. Lots. 2. Give your CX ini<a<ves <me + $$$$ 3. Incen<vize the right behaviors 4. Percep<on vs Reality – figure it out 5. Enjoy the ride
Here we go…
Email me: ka<[email protected] @BlindsDotCom // @happyka<e h=p://slideshare.net/happyka<e
Ka*e Laird Director of Social Marke*ng
