[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

How To Build Your Brand's CX (with Stephanie Robilliard, Head of Customer Support of Ekster)