[00:16] What’s in for you in today’s episode
[01:20] Stephanie career backstory
[02:39] Ekster’s customer service before and after Stephanie joined the agency
[03:39] The strategy that Stephanie followed in building a scalable team
[05:18] The metrics you should focus on to meet customers’ support demands
[06:27] Understanding customer psychology when selling to multiple markets
[08:56] Lessons that Stephanie learned while building a customer service team
[11:08] Qualitative and quantitative measures to look into to scale tour business
[12:23] Customer journey touchpoints and customer experience
[14:49] The importance of customer experience in the COVID-19 era
[16:47] How to differentiate your product with customer service and experience
[19:05] Driving brand growth through customer experience, acquisition, and retention
[20:29] Takeaways from the guest
[21:39] What next for Stephanie and Ekster based on customer support
[23:03] Where to learn more about Ekster and connect with Stephanie
Contributors:
Stephanie Robilliard - Ekster)
Jay Desai - @jayd3sai)
