cover of episode #46 Expanding FanDuel's Reach: The Power of Partnerships and Customer Experience

#46 Expanding FanDuel's Reach: The Power of Partnerships and Customer Experience

2024/9/4
logo of podcast Experts of Experience

Experts of Experience
AI Deep Dive AI Chapters Transcript
People
J
Josh Ives
Topics
Josh Ives：FanDuel 致力于建立客户信任，这体现在产品、服务、营销和客户保护等各个方面。他们将客户至上作为核心价值观，贯穿于公司运营的方方面面。员工的职责就是帮助客户成功，无论是直接帮助还是间接支持。FanDuel 通过收集客户反馈，并将其应用于产品改进，定期让员工与客户直接互动，以更深入地了解客户需求。他们重视客户保护，包括反欺诈措施、遵守和超越法规，以及负责任的游戏计划，以确保客户安全和负责任地参与。FanDuel 还通过与体育联盟和媒体平台的合作，拓展业务范围，并为客户提供更丰富的体验。他们注重个性化，尊重用户选择，避免强推用户不感兴趣的内容。FanDuel 还建立了客户体验恢复机制，积极解决服务问题，提升客户忠诚度。他们使用 Salesforce Service Cloud 等技术来监控和管理客户关系，并致力于为客户服务员工打造单一视图的工具，提升效率和客户体验。 Lauren Wood：Lauren Wood 作为主持人，引导访谈，并就客户体验、忠诚度、合作伙伴关系、个性化、负责任博彩等方面与 Josh Ives 进行深入探讨，并提出一些关键问题，例如如何建立客户信任、如何驱动客户忠诚度、如何选择合适的合作伙伴、如何实现个性化以及如何应对服务失败等。她还分享了一些她自己与其他品牌的互动经验，并对 FanDuel 的客户体验策略表示赞赏。

Deep Dive

Chapters
FanDuel prioritizes customer trust by focusing on consistent experiences, transparent marketing, and robust customer protection. This includes fraud prevention, exceeding regulatory requirements, and promoting responsible gaming through tools like deposit limits and timeouts. They actively monitor customer behavior and intervene when necessary, co-founding ROGA to establish industry standards for responsible online gaming.
  • Customer trust is paramount.
  • Responsible gaming programs are crucial.
  • Proactive customer protection measures are implemented.
  • FanDuel co-founded ROGA to set industry standards.

Shownotes Transcript

On this episode, Josh Ives, SVP of Customer Experience Operations at FanDuel, discusses the customer-centric strategies and innovative approaches that have contributed to the success of FanDuel in the highly competitive sports betting industry. He emphasizes the importance of building customer trust, protecting customers through responsible gaming programs, and creating personalized experiences. Josh also highlights the significance of partnerships in expanding the reach of FanDuel and enhancing the customer experience.

Tune in to learn:

  • Why building customer trust is crucial for success in the sports betting industry.
  • Why responsible gaming programs and customer protection are key strategies to drive loyalty.
  • How personalization and understanding customer preferences create engaging experiences.
  • How partnerships play a significant role in expanding reach and enhancing the customer experience.
  • Why consistency is key in delivering great customer experiences.
  • How recovery from service failures can be an opportunity to build trust and loyalty.
  • Why integrating tools and technology can enhance both the customer and employee experience.

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit* salesforce.com/products/data*)* to learn more.*

 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org).