DTC POD: How The Best Brands Are Built artwork

How To Build Your Brand's CX with Stephanie Robilliard from Ekster

DTC POD: How The Best Brands Are Built

English - December 27, 2021 16:11 - 23 minutes - 21.7 MB - ★★★★★ - 54 ratings
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Previous Episode: DTC Finds: In-depth look at what discounting means for your margins
Next Episode: Creating a market | Launching a DTC sport (with Chris Meade, Co-Founder & Chief Marketing Officer of Crossnet)

[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 - Ekster

Jay Desai - @jayd3sai

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