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Tony Amante Schepers - Director of Operations and Customer Experience Success at Curbside Kitchen. [Customer Experience]

6/12/2023 • 34 min

Tony Amante Schepers is the Director of Operations and Customer Experience Success at Curbside Kitchen. Success in customer experience is defined by creating meaningful and memorable interactions that exceed customer expectations, build trust, and leave a lasting positive impression. When facing challenges in a CX leadership role, it's important to assess the situation, understand existing processes and culture, and identify quick wins to demonstrate the value of CX and gain support from leadership. The first step for CX leaders is to listen—to customers, team members, and other stakeholders—so they can understand pain points and needs and develop a customer-centric strategy. Trust is crucial in customer experience because it forms the foundation of a successful strategy. Building trust with customers creates loyalty, enhances satisfaction, and leads to long-term relationships. Customer experience plays a role in different business stages—launch, grow, expand, mature, and potential decline. CX should adapt and evolve to meet the changing needs and expectations of customers at each stage. Driving the customer experience initiative forward to meet business objectives requires aligning CX goals with broader business goals, focusing on key metrics, and effectively communicating the impact of CX on the bottom line. When things don't go as planned in CX, it's important to be agile, adaptable, and responsive. Addressing complaints, learning from mistakes, and continuously improving are key to maintaining a positive customer experience. The influence of books and people in customer service or experience can vary. It's essential to stay updated on the latest trends, industry insights, and best practices to continually enhance CX strategies. To all customer service professionals, remember that every interaction is an opportunity to create a positive experience. Empathy, active listening, and a customer-first mindset are critical in delivering exceptional service and building lasting relationships. 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. ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedIn LISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A Coffee BOOK RECOMMENDATIONS: Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

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