Retention Chronicles Best practices for customer experience in ecommerce with Inevitable Agency Founder Zoe Kahn
Mariah Parsons, Head of Marketing at Malomo and host ofRetention Chronicles, and Zoe Kahn, VP of Retention at Audien Hearing, Founder ofInevitable Agency, and host ofLet’s Laugh About It Podcast, discuss the importance of prioritizing customer satisfaction and loyalty in the E-commerce industry. Zoe shared her experience in the over-the-counter hearing aid industry, highlighting the challenges and rewards of helping people change their lives through hearing aids. Mariah emphasized the significance of customer experience in any position or business, while Zoe discussed the importance of hiring the right people for customer experience roles and setting up teams for success. Later, Mariah and Zoe discussed the importance of aligning marketing and customer service to create a seamless customer experience. They also discussed the value of building genuine connections and community in the E-commerce industry, and the importance of effective communication in retaining unhappy customers.
Episode Timestamps:
0:05 E-commerce customer experience with Zoe Kahn, VP of Retention at Audien Hearing and Founder of Inevitable Agency.
4:29 Time flying by in business growth.
10:13 Building an E-commerce community through genuine connections and learning.
16:11 Building an agency without pressure to sell.
20:42 Customer experience and its impact on retention.
27:06 Email marketing and customer support balance.
32:47 The importance of collaboration between marketing and customer experience teams.