REPLAY The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187

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I’m taking a break so enjoy a very impactful rerun…🎤🎞️What does service recovery look like even with an approaching hurricane? “The one with the rapid recovery” with Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing for isolved in CX Passport Episode 187🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: A CX response to a hurricane

1:15 Hurricane hits—event cancelled, emotions high

4:04 Planning for the unexpected: COVID, hurricanes, and pivoting

9:37 Behind-the-scenes of the cancellation decision

13:25 Prioritizing attendees over the event itself

17:28 The emotional toll of calling off the event

20:07 A fast pivot to 30 virtual trainings

21:19 First Class Lounge with Amberly: Tahoe, Italy, and taco bars

24:48 Execution mode: From grief to action

28:42 Communicating with empathy and urgency

32:41 Customer reactions and unexpected gratitude

36:07 Where to connect with Amberly, Celia, and isolved

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I'm Rick Denton and I believe the best meals are served outside and require a passport