Retention Chronicles Enhancing CX by leveraging technology & diversity initiatives with Kendra Scott’s Sr. Director of Customer Care & DEIB, Lyndsay Baylor
Mariah Parsons, Host of Retention Chronicles & Head of Marketing at Malomo, and Lindsay Baylor, Senior Director of Customer Care & DEIB at Kendra Scott, discussed the importance of leveraging technology and diversity initiatives to improve customer service at Kendra Scott. They emphasized the value of creating an online experience that is easy for new customers to adapt to, and the need for a comprehensive view of the customer journey. Mariah Parsons and Lyndsay Baylor also discussed the importance of integrating customer data from various sources to create personalized experiences, and the challenges of connecting data from online and in-store interactions. Finally, Mariah Parsons and Lyndsay Baylor discussed the importance of diversity, equity, and inclusion in the fashion and jewelry industries, and the need for brands to be intentional and authentic in their approach to diversity and inclusion.
Episode Timestamps:
0:05 Adapting to pandemic-era customer needs at Kendra Scott, prioritizing omnichannel experiences
8:48 Tying customer data across multiple channels for improved brand experience
13:44 Using technology to improve customer service
19:39 Implementing chatbot technology and improving customer experience
26:19 Personalizing customer experiences through social media engagement
30:35 Diversity, inclusion, and representation in marketing and customer service
35:25 Internal and external perspectives on diversity, equity, and inclusion in the jewelry industry
39:53 Customer inclusivity and diversity in product development