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Customer Experience 101

Customer experience consultant Tia Abercrombie-Dinolfo shared how founders can deliver a great experience at every touch point, lead customer service team members and more. Subscribe to our channel for more small business webinars for women entrepreneurs. Founded by designer Tory Burch in 2009, the Tory Burch Foundation advances women's empowerment and entrepreneurship by providing access to capital, education and digital resources. #customerexperience #cx #customerservice #womenentrepreneurs 00:00 Welcome and Introductions 02:14 Introduction to Customer Experience - Customer Experience vs. Customer Support 04:43 Importance of Knowing Your Customers 10:51 Customer Segmentation - Techniques for Dividing and Targeting Customer Groups 12:35 Brand Voice and Customer Experience 14:07 Embracing the 'Why' in Customer Experience 17:09 Collecting Customer Feedback - Using CSAT, NPS, and Customer Effort Scores 24:43 Employee Experience and Its Impact on CX 34:35 Surprise and Delight in CX 37:46 Building Customer Loyalty and Key Elements of Retaining Customers 43:48 Handling Negative Reviews and the Importance of Quick and Effective Resolution 46:10 Encouraging Positive Reviews and Word of Mouth 47:40 Providing Great CX with Good Boundaries 49:30 Low-Cost CRM Options for Startups 51:41 Maintaining Customer Relationships Year-Round 53:17 Final Thoughts and Q&A