Customer Experience Expert on how to Win at Retail • Amplifyr Podcast • Jordan Rice
Having worked for global companies that are household names, customer experience expert Jordan Rice knows a thing or two about how to please customers with forward-thinking in-store experiences. His methodical approach to customer delight and leading teams is what has allowed him to achieve so much in his career. In this episode of the Amplifyr Podcast, host Aidan Hennebry chats with Jordan about the keys to his success, focusing on the head / heart / hand of customers, and how focusing on the health of your employee team is how you guarantee retail success.
Timestamps
0:00:00 Introduction
0:03:00 What is Customer Experience really?
0:05:27 The Head, Heart, and Hand Framework
0:12:54 Defining your company's unique value proposition
0:17:31 Price-driven VS value-driven brands
0:20:50 Failing to offer what customers want
0:25:30 Launching products externally AND internally
0:28:19 Data VS Intuition in business decisions
0:32:49 Using data to chart new strategies
0:38:16 The key to retail success
0:40:33 Digital meets physical store experience
0:44:05 Focusing on store associates to win
0:49:25 Getting customer feedback before major decisions
0:52:55 Lessons learned as a people leader
1:00:03 Teaching others to teach themselves
1:04:41 Realities of being in leadership
1:12:33 Closing thoughts
1:14:57 Outro
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