We're sunsetting PodQuest on 2025-07-28. Thank you for your support!
Export Podcast Subscriptions
cover of episode Rapid Response: Cultivate loyalty at every level, with Chewy’s Sumit Singh and former Exos CEO Sarah Robb O’Hagan

Rapid Response: Cultivate loyalty at every level, with Chewy’s Sumit Singh and former Exos CEO Sarah Robb O’Hagan

2024/11/12
logo of podcast Masters of Scale

Masters of Scale
AI Deep Dive AI Insights AI Chapters Transcript
People
B
Bob Safian
S
Sarah Robb O’Hagan
S
Sumit Singh
Topics
Sumit Singh 认为，优质的客户体验能够降低长期成本，并建立客户忠诚度。他以 Chewy 为例，强调了 24/7 人工客服、快速响应以及超出预期的个性化服务（例如定制宠物画像）在建立客户忠诚度方面的作用。Chewy 的成功也证明了以人为本的客户服务能够建立竞争优势，并最终提升品牌价值。他认为，在规模化运营中，赋能员工，让他们在满足客户需求时拥有决策权，是保持以客户为中心的关键。 Sarah Robb O’Hagan 强调了员工对公司文化的热情与客户忠诚度之间的密切关系。她认为，关注员工的福祉和积极性，并确保公司价值观在员工日常工作中得到体现，对建立客户忠诚度至关重要。她以 Exos 为例，说明了如何通过关注员工的感受和积极性来提升服务质量。她还指出，在建立企业文化时，需要识别和培养那些能够真正践行公司价值观的员工，并通过领导者的榜样作用来引导和激励员工。 Bob Safian 总结了嘉宾的观点，并指出将普通的时刻变得特别，是提升品牌忠诚度的关键。他认为，虽然人工智能在客户服务中将越来越普遍，但重视人和互动仍然是企业脱颖而出的关键。 Sumit Singh 认为，优质的客户体验能够降低长期成本，并建立客户忠诚度。他以 Chewy 为例，强调了 24/7 人工客服、快速响应以及超出预期的个性化服务（例如定制宠物画像）在建立客户忠诚度方面的作用。Chewy 的成功也证明了以人为本的客户服务能够建立竞争优势，并最终提升品牌价值。他认为，在规模化运营中，赋能员工，让他们在满足客户需求时拥有决策权，是保持以客户为中心的关键。 Sarah Robb O’Hagan 强调了员工对公司文化的热情与客户忠诚度之间的密切关系。她认为，关注员工的福祉和积极性，并确保公司价值观在员工日常工作中得到体现，对建立客户忠诚度至关重要。她以 Exos 为例，说明了如何通过关注员工的感受和积极性来提升服务质量。她还指出，在建立企业文化时，需要识别和培养那些能够真正践行公司价值观的员工，并通过领导者的榜样作用来引导和激励员工。 Bob Safian 总结了嘉宾的观点，并指出将普通的时刻变得特别，是提升品牌忠诚度的关键。他认为，虽然人工智能在客户服务中将越来越普遍，但重视人和互动仍然是企业脱颖而出的关键。

Deep Dive

Key Insights

Why does Chewy emphasize human-centric customer service over AI?

Chewy believes that good experience builds loyalty and is crucial for brand retention. They focus on providing personalized care and service, similar to a local neighborhood pet store, which AI cannot replicate. This approach has helped them scale and compete against larger companies.

How does Chewy measure the success of their customer service?

Chewy measures customer service success by the number of resolutions conducted by agents and how quickly they pick up the phone, aiming for a 4-second response time. They do not use metrics like cost per contact, focusing instead on customer satisfaction and loyalty.

What role does employee loyalty play in building customer loyalty at Exos?

At Exos, employee loyalty is crucial as it directly impacts customer satisfaction. The company ensures that employees are passionate about the brand and its values, which translates into better service delivery. They track employee well-being and engagement to maintain high service standards.

How does Chewy handle returns and refunds to build customer loyalty?

Chewy offers a 365-day return policy with no questions asked, allowing customers to donate unused products to shelters and still receive refunds. This generous policy is part of their strategy to surprise and delight customers, building a strong emotional connection and loyalty.

What is Sumit Singh's approach to building investor loyalty?

Sumit Singh believes in aligning investor loyalty with the company's mission and values. He ensures that investors understand the long-term benefits of their customer-centric approach, which has led to significant revenue growth and profitability. This transparency and shared vision foster strong investor loyalty.

Chapters
Chewy's success is attributed to its human-centric approach to customer service. Prioritizing courtesy over efficiency, they provide 24/7 live human support, exceeding customer expectations with surprise and delight gestures. This strategy fosters loyalty and builds a strong brand reputation.
  • Chewy prioritizes human interaction in customer service, leading to higher customer loyalty.
  • They measure success by resolution rate, not call time, and use no IVR.
  • Surprise and delight strategies, like personalized gifts, generate significant positive word-of-mouth marketing.

Shownotes Transcript

How do you cultivate loyalty, from investors to team members and, of course, customers? Business leaders have long debated this. Host Bob Safian invites two guests to weigh in with their secrets to brand and company loyalty. Chewy CEO Sumit Singh has built his pet-centric business around customer service and care. And seasoned CEO Sarah Robb O’Hagan has led at Exos, Equinox, Nike, and more – all brands with deep reliance on genuine connections. Hear their conversation recorded live at the 2024 Masters of Scale Summit in San Francisco. 

Subscribe to the Rapid Response podcast feed: https://listen.rapidresponseshow.com/Subscribe)

For more info, visit: www.rapidresponseshow.com)

See Privacy Policy at https://art19.com/privacy) and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info).