Down To Chat S3 E12: How to Build a Customer-Centric Organization with Jess Cervellon
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Oct 2, 2023 Jess Cervellon, VP of CX at Feastables, dives into the importance of building a customer-centric culture in organizations. She discusses how leadership plays a pivotal role in fostering engagement, emphasizing that customer experience goes beyond support. Cervellon shares tactical insights on leveraging data and community for brand strategies. She also highlights the need for empowering teams and creating actionable insights from customer feedback, while navigating the challenges of advocating for true customer satisfaction within profit-driven environments.
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Tracking Customer Interactions
- Track and tag all customer interactions across every touchpoint, including social media.
- Analyze trends to build data dashboards using tools like Google Sheets and ChatGPT for query support.
Simplifying Tagging
- Keep tagging taxonomy simple with 4-5 core categories and subcategories to avoid overwhelming your team.
- Overly complex systems lead to inaction and inaccurate data.
Communicating the Why
- Clearly communicate the "what, why, and how" of tagging to your team.
- Show them the visual impact of their tagging on dashboards for better buy-in and accuracy.