Larry brings on Jordan, Senior Manager at True Classic, and Max, Director at Tommy John, to discuss elevating customer experience, tackling fraud, and the power of proactive communication. Discover their unique insights on handling order modifications, leveraging tech tools like Looker and Flip, and debunking myths about BPOs and customer service. Gain valuable strategies from their extensive experience in the e-commerce world.

Connect with Jordan and Max on LinkedIn for more expert advice and updates.

Socials

Larry: https://www.linkedin.com/in/larrythoma/

Jordan: https://www.linkedin.com/in/jordangesky/

Max: https://www.linkedin.com/in/max-wallace-08561911/

Timestamps
0:00 Intro

5:27 CX playbook: Handling fraud and friendly fraud

10:48 Auditing the full customer journey experience

16:23 CX confession: Accidental site-wide discounts

22:38 Essential tools: Looker for data analysis

28:40 Customer Journey Spotlight: Proactive communication

34:52 Busting CX myths: Offshore support quality

39:36 The customer isn't always right

The Customer ISN’T Always Right | Tommy John’s and True Classic | Ep 1