Understanding Your Customers Using Quantitative and Qualitative Data
Shep Hyken interviews Lesley Mottla, Chief Product & Experience Officer at ButcherBox, a subscription business that delivers meat and seafood to its members. She shares how to get teams across your organization to buy into a culture of member and customer obsession.
“The way we show how member obsessed we are is by using a combination of quantitative and qualitative data to figure out where the opportunities are to improve our customers’ overall experience.”
“Get your customers excited to become your customers. Give them incentives to tell you what they love about their experience, what needs to be improved, and what they want to see in the future.”
“There are two things that are really important to customer experience. First is listening, because that’s where you learn what’s working. The second one is thanking your customers, never letting them forget how much you appreciate them.”
“As long as you are transparent with your customers and respond in very human ways, customers will feel good about you even when they are experiencing delays and other issues.”
Lesley Mottla is the Chief Product & Experience Officer at ButcherBox. She is a speaker, coach, and board advisor who is passionate about understanding consumer behavior using data and technology.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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