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Unleashing Customer Experience: Insights from Wayfair's GM on Analytics, Actionable Insights, and Customer Happiness [Customer Experience]

5/31/2023 • 23 min

In this engaging podcast episode, join host Nick Glimsdahl as he sits down with Shantanu Das, the GM and Head of Global Frontline Customer Experience at Wayfair. Discover the secrets behind Wayfair's remarkable journey in delivering exceptional customer experiences and unlocking the true power of customer satisfaction. Customer Contact Week is the leading event series dedicated to serving professionals within the customer service industry, kicks off its silver jubilee celebration in Las Vegas, Nevada. 25 Years of Shaping Customer Excellence, this year's event returns to Caesars Forum from June 19-22, 2023. CCW is powered by CCW Digital, a division of Customer Management Practice (CMP). Use the code CCWLV_P1N for 20% off all end user passes. Episode Highlights: Understanding the Significance of Customer Happiness and Loyalty:Explore why customer happiness and loyalty are pivotal to business success, emphasizing the customer-centric approach that drives Wayfair's operations. Analyzing Customer Data for Meaningful Improvements:Gain insights into the importance of analyzing both explicit feedback and implicit signals to truly understand customer happiness. Learn how connecting the dots between what customers say and what they don't say can drive actionable improvements. Leveraging Net Promoter Score (NPS) to Measure Customer Happiness:Discover how Wayfair utilizes Net Promoter Score (NPS) as a leading indicator of customer happiness. Learn about their approach to breaking down the customer journey into various components, enabling measurement and improvement of customer satisfaction. The Evolving Power of Analytics in Customer Experience:Understand the significant role that analytics plays in linking different aspects of the customer journey. Discover the importance of breaking down data silos within organizations and using data-driven insights to enhance the customer experience. Architecting Data Systems for Holistic Customer Insights:Dive into Wayfair's focus on architecting source data systems to facilitate the flow of data across different domains like supply chain, customer service, and marketing. Uncover how this holistic view of the customer experience enables meaningful actions based on data insights. Aligning Actionable Insights with Business Objectives:Explore Wayfair's approach to aligning actionable insights with overarching business objectives, ensuring meaningful results. Discover the single-thread owner structure employed by Wayfair to break down objectives into department-level goals. Collaboration and Customer-Centric Culture:Learn how collaboration and cross-functional communication form the backbone of Wayfair's approach, allowing customer problems to be addressed holistically across the organization. Discover the importance of a customer-focused culture and data-driven decision-making. The Role of Conversational AI in Customer Problem Solving:Delve into Wayfair's focus on leveraging Conversational AI to solve customer problems across different departments and use cases. Explore the potential for AI technology in enhancing the customer experience. Customer Focus as a Core Principle:Gain insights into Wayfair's emphasis on integrating customer focus as a core principle of their operations. Explore how they track metrics like Net Promoter Score (NPS) to measure and improve customer satisfaction. Addressing Challenges of Virtual Shopping Experiences:Uncover hints about Wayfair's approach to tackling the unique challenges associated with virtual shopping experiences. Learn how they adapt to meet customer expectations in the e-commerce space. Conclusion:Join Nick Glimsdahl and Shantanu Das in this thought-provoking podcast episode as they shed light on Wayfair's remarkable journey in customer experience. Gain valuable insights into the importance of customer happiness, the power of analytics, and the need for organizations to break down data silos for actionable improvements. Discover how Wayfair's customer-centri

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