Enhancing Customer Experience Through Social Media Listening

The Juice is sizzling this week because we got Michael Ludwig on the pod. Michael is the Head of Customer Experience at Hexclad, a chef-grade cookware brand for your home.

In fact, it's Gordon Ramsay favorite cookware brand. Yes, he's the famous hot-headed chef from the Food Network's Hell's Kitchen, so it's no surprise his favorite cookware brand would have incredible customer experience.Michael shares how his background in CX and time at major brands like Lexus have helped him build the ultimate CX playbook.

We discuss why it's hard to instill surprise & delight mentality into CX agents, the importance of going above and beyond for the customer, when to break the rules, the big change Hexclad's CX team made on their busiest day of the year, and lots more!

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What's inside the juice?

2:48 - 10:00 The power of the simple things to enhance CX

10:03 - 12:07 Social media: Listen 90%, engage 10%

12:07 - 20:04 Michael's approach to analyzing data

22:34 - 25:16 Hexclad's customized collaborations

25:24 - 26:35 The difficulties of finding a social support agent

27:00 - 27:50 The hardest thing to instill in CX agents

28:00 - 31:42 Jess's terrible luggage experience

31:50 -38:35 Michael & Jess's best CX moments

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