Out Of The Clouds Helen Baynes on customer centricity and the power of listening
In this new episode of Out of the Clouds, host Anne Muhlethaler interviews Customer Experience Specialist and consultant, Helen Baynes. (https://www.linkedin.com/in/helen-baynes-030b791/).
Want to grow your business? "If you have a long-term ambition for your business, take your customers on the journey with you." offers Helen.
Anne and Helen met through a close common friend and more recently had a chance to work together, as both of them are consultants who share some specific values, in particular around empathy and customer centricity.
Helen is a Customer Experience Consultant and Strategic Advisor, based in the UK. She has worked in and around fashion retail, starting her career in management training at Harrods, before moving into online retail, in the very early days, with Net-A-Porter, where she stayed for over a decade. In her current role, she supports various companies, from fine jewelry, champagne, to MPowder, a menopause supplement which is is very passionate about; for all of them, Helen is pioneering the digitalisation of traditional retail service values to meet the rapidly changing needs of increasingly digital consumers.
The two discuss the meaning of key principle in customer care such as experience design, the importance of recruitment, to have happy staff and customers, and how to measure lasting relationships with your brand through retention.
Helen also shares her favorite authors, talks about the one person we should all know about, before finishing to talk about what brings her happiness. Enjoy!
***
Selected Links from Episode:
You can find Helen at: https://www.linkedin.com/in/helen-baynes-030b791/
Experience Design - https://en.wikipedia.org/wiki/User_experience_design
Service Design - https://en.wikipedia.org/wiki/Service_design
Forrester, the consultancy - https://go.forrester.com/
Nex Generation Customer Experience - https://nextgencx.wbresearch.com/
Read Tony Hsieh’s book Delivering Happiness - https://en.wikipedia.org/wiki/Delivering_Happiness
Net-A-Porter - https://tinyurl.com/wr2sx2h3
Worldnet - https://www.worldnet-intl.com/
MPower – Menopause Supplements & Wellbeing - https://mpowder.store/
Anne Sebba - https://en.wikipedia.org/wiki/Anne_Sebba
Griselda Pollock - https://en.wikipedia.org/wiki/Griselda_Pollock
***
If you enjoyed this episode, click subscribe for more, and consider writing a review of the show on the podcast platform of your choice. And even better, share it with a friend. Thank you again for listening!
For all notes and transcripts, please visit Out Of The Clouds on Simplecast - https://out-of-the-clouds.simplecast.com/
Sign up for Anne's email newsletter for more from Out of the Clouds at https://annevmuhlethaler.com.
Follow Anne:
Twitter: @annvi
IG: @_outoftheclouds
This episode is brought to you by Le Trente
Are you a purpose-driven individual seeking clarity in your personal narrative? Is your brand struggling to communicate authentically with your audience? Looking for a thought partnership that transforms how you connect with the world?
Le Trente is a global community that emboldens purpose-driven individuals and organizations to communicate authentically. Headquartered in Geneva but serving clients worldwide, we coach both individuals and brands through their communication journey—from identity exploration to strategy development—all grounded in mindful leadership and compassionate, holistic communication.
Our mission is to be a catalyst for positive change. We inspire open-minded people and organisations to build better worlds through community-building salons, strategic consulting, mindful coaching and storytelling.
Ready to transform your approach to communication and create ripples of positive change? Get in touch, we like to make magic happen.
FIND OUT MORE ABOUT LE TRENTE HERE.
***
If you enjoyed this episode, click subscribe for more, and consider writing a review of the show on Apple Podcasts, we really appreciate your support and feedback. And thank you so much for listening!
For all notes and transcripts, please visit Out Of The Clouds on Simplecast - https://out-of-the-clouds.simplecast.com/
Sign up for Anne's email newsletter for more from Out of the Clouds at https://outoftheclouds.com.
Follow Anne and Out of the Clouds: IG: @_outoftheclouds or @annvi Or on Threads @annvi On Youtube @OutoftheClouds
For more, you can read and subscribe to Anne's Substack, the Mettā View, her weekly dose of insights on coaching, brand development, the future of work, and storytelling, with a hint of mindfulness.