Episode 003: Embedding Customer Centricity Since Day One with Joanna Dos Santos and John Pompei

Meet our guests:

Joanna Dos Santos  is the Head of Customer Experience at Mid-Day Squares, a chocolate company located in Canada and currently scaling into the USA, which offers functional chocolate bars that are fully organic, vegan, nonGMO, gluten and soy free.

John Pompei is a  results-oriented leader, with extensive experience driving operational excellence in support of customers and partners. He is experienced in navigating large organizations, developing collaborative relationships and recognized for leading multicultural cross-functional teams, aligning them to a single vision and driving change that enables customer and company benefits.

Key Takeaways:

[1:05] Joanna introduces herself.

[3:40] John talks about his professional journey.

[5:20] The challenge: How can we embed customer centricity from the beginning?

[6:11] Establishing trust with that core group of customers.

[8:30] Joanna talks about the importance of transparency.

[10:35] There is a huge benefit in investing in the customer experience rather than only prioritizing the product.

[12:50] Share the whole journey with your people, so they can feel included in it.

[14:49] Customer experience is not about protection, it is the most organic form of marketing and sales.

[15:18] John shares his perspective on the impact of authenticity and customer experience to the growth of a company.

[17:30] Joanna shares how she was asked to “Be unapologetically herself.”

[19:35] Joanna shares how she grew as a person and as a professional.

[23:26] Seeking for the right people is crucial.

[25:08] Stop being so transactional!

[27:25] John shares a personal story of how a company went above and beyond creating a personalized experience.

[29:33] Take the time to listen to your customer.

[31:40] Good vibes matter!

Mentioned in this Episode:

Officium Labs: The Future of Service

Follow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube