In this episode of D2Z, Brandon Amoroso chats with Zoe Kahn, VP of Retention at Audien Hearing and Founder of Inevitable Agency. Zoe shares her unique journey from retail to e-commerce and unveils how her experiences have shaped her approach to customer retention and service. Discover the critical role of customer education, the intricacies of managing a customer experience team, and the innovative strategies employed to enhance client satisfaction and loyalty in the competitive e-commerce landscape.
Here's what you'll learn:
🛠The transition from hands-on roles to leading a customer experience agency and the challenges involved.
🎧 Insights into Zoe's strategies for enhancing customer retention and experience in e-commerce.
📚 Importance of customer education to prevent product returns and increase satisfaction.
📈 How automations and AI are reshaping customer service and retention efforts.
🤔 The ethical considerations and strategic applications of handling negative feedback and reviews online.
🌟 Zoe's perspective on community building for older demographics and its impact on customer satisfaction and brand loyalty.
🔄 Best practices for managing customer service teams effectively, especially during peak business periods.
Mentioned resources:
Brandon Amoroso:
LinkedIn - https://www.linkedin.com/in/brandonamoroso/
Web - https://brandonamoroso.com/
Instagram - https://www.instagram.com/bamoroso11/
X - https://twitter.com/AmorosoBrandon
Scalis.ai - https://scalis.ai/
