Retention Chronicles Using customer insights to inform the ecommerce customer experience with Mixhers VP of CX Savannah Benson
Mariah Parsons and Savannah Benson, VP of Customer Experience at Mixhers, discussed the evolution of customer experience strategy in e-commerce, emphasizing the importance of proactive planning, managing customer expectations, and over-communication. They also highlighted prioritizing customer needs in cross-functional meetings and creating a positive experience through rebranding and product quality. Additionally, they discussed the importance of understanding consumer behavior and preferences to innovate and stay relevant in the DTC ecommerce space, and prioritizing customer needs when solving problems and gathering customer insights.
Episode Timestamps:
0:05 Customer experience and consumer insights with a mix of numbers and creativity
5:24 Marketing and customer experience strategies for a growing company
11:55 Prioritizing customer needs and solving problems through industry insights and customer feedback
19:57 Customer feedback and insights for a growing mixer brand
29:42 Using customer data to predict purchases and improve brand experience
33:39 Product returns and exchanges in the supplement industry
39:35 Mixhers, a supplement brand, and their subscription program