EP09: How to Give Customers an UNFORGETTABLE Customer Experience - Delivering Customer Happiness

Thank you to Recharge for sponsoring the pod. Trusted by over 20,000 brands, Recharge is the #1 platform for your subscription needs. Learn more at https://getrecharge.com Subscribe to our newsletter! We drop weekly hot takes, totally unfiltered. Join us at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://asompod.com⁠⁠⁠⁠⁠⁠⁠⁠ In this episode of The ASOM Pod, Join Jimmy Kim (CIO and founder of Sendlane) and John Roman (CEO and co-founder of BattlBox), Amer Grozdanic (CEO & Co-Founder of Praella) and Bryan MacDonald (Director of eCommerce at Oma’s Pride) as they discuss what it takes to create and deliver exceptional customer experience. Drawing on over 55 years of combined experience in e-commerce, SaaS, and DTC, the team shares practical examples, personal stories, and key strategies they use in their business today. The episode highlights the significance of setting proper expectations, effective communication, and innovative solutions to overcome business hurdles. Tune in to learn how great products can be negatively impacted by poor customer service and discover how some companies, including unexpected support examples like Manypets.com, have navigated these challenges. - How Battlbox, Oma’s Pride, Praella and Sendlane deliver exceptional customer experience. - How to set proper expectations internally and externally - Comparing 2 providers: David Hasselhoff is ________ and Jessica Alba is __________? - Why Jimmy think the Ritz Carlton is mid - How Sendlane operates 24/7/365 customer service - The importance of customer service IN the overall customer experience - Challenges in scaling customer experience: training and educating the team - Hot takes: Our most recent favorite and worst customer experience’s: Airlines, Disney, BigCommerce. Learn about the daily challenges faced in the industry, success stories, personal experiences with major brands, and key strategies for scaling customer support and setting expectations. And listen as they share their hottest take yet: Their BEST and WORST customer experiences. LIKE & SHARE and COMMENT to let us know what you think! 00:00 Intro Teaser 00:27 The Slot Whisperer and Casino Adventures 01:22 Welcome to the ASOM Pod 01:55 Meet the Hosts 03:01 Shoutouts to Sponsors: Recharge 03:41 Delivering Great Customer Experiences 06:08 Customer Experience at Battlbox 10:03 Customer Experience at Praella 15:14 Customer Experience at Oma’s Pride 18:49 The Role of Technology in Customer Service 26:34 The Ritz-Carlton’s Approach to Hospitality 30:07 Challenges in Scaling Customer Experience 33:41 Training and Educating the Team 35:17 Scaling Challenges in Manufacturing 38:15 Customer Experience and Communication 43:14 Managing People and Culture 49:10 Procurement and Supply Chain Issues 52:01 HOT TAKES: BEST and WORST Customer Experiences (20 Second Challenge) 01:04:53 Conclusion and Next Episode Preview Follow Jimmy Kim at: X: https://www.twitter.com/yojimmykim Linkedin: https://www.linkedin.com/in/yojimmykim IG: https://www.instagram.com/@yojimmykim Tik Tok: https://www.tiktok.com/@yojimmykim Follow Bryan MacDonald at: X: https://www.twitter.com/bryanomaspride LinkedIn: https://www.linkedin.com/in/bryan-macdonald-ct IG: https://www.instagram.com/@anythingbutasalad Tik Tok: https://www.tiktok.com/@anythingbutasalad Follow John Roman at: X: https://www.twitter.com/@JohnMRoman Linkedin: https://www.linkedin.com/in/john-roman/ IG: https://www.instagram.com/@johnnyromes Tik Tok: https://www.tiktok.com/@johnmroman Follow Amer Grozdanic at: X: https://www.twitter.com/@AmerGrozdanic Linkedin: https://www.linkedin.com/in/amer-grozdanic IG: https://www.instagram.com/@amergrozdanic Tik Tok: https://www.tiktok.com/@amergrozdanic #asompod #ecommercepodcast #customerexperience #customerhappiness #deliveringhappiness #customerservice #dtc #ecommerce #ecommercetips #ecommercebusiness #ecommercesales #ecompodcast #businesspodcast #worstcustomerexperience #badcustomerservice