How Customer Experience Drives Retention with Zoe Kahn

The D2Z Podcast

In this episode of D2Z, Brandon Amoroso chats with Zoe Kahn, VP of Retention at Audien Hearing and Founder of Inevitable Agency. Zoe shares her unique journey from retail to e-commerce and unveils how her experiences have shaped her approach to customer retention and service. Discover the critical role of customer education, the intricacies of managing a customer experience team, and the innovative strategies employed to enhance client satisfaction and loyalty in the competitive e-commerce landscape.

Here's what you'll learn:

🛠 The transition from hands-on roles to leading a customer experience agency and the challenges involved.

🎧 Insights into Zoe's strategies for enhancing customer retention and experience in e-commerce.

📚 Importance of customer education to prevent product returns and increase satisfaction.

📈 How automations and AI are reshaping customer service and retention efforts.

🤔 The ethical considerations and strategic applications of handling negative feedback and reviews online.

🌟 Zoe's perspective on community building for older demographics and its impact on customer satisfaction and brand loyalty.

🔄 Best practices for managing customer service teams effectively, especially during peak business periods.

Mentioned resources:

Audien Hearing

Inevitable Agency

Gorgias

Chomps

Brandon Amoroso:

LinkedIn - https://www.linkedin.com/in/brandonamoroso/

Web - https://brandonamoroso.com/

Instagram - https://www.instagram.com/bamoroso11/

X - https://twitter.com/AmorosoBrandon

Scalis.ai - https://scalis.ai/

فصول

1. How Customer Experience Drives Retention with Zoe Kahn (00:00:00)

2. Gen Z Business Growth (00:00:02)

3. Managing Business Growth Challenges and Retention (00:07:39)

4. Hearing Aid Cost and Customer Retention (00:11:57)

5. Improving Customer Experience Efficiency (00:22:30)