30 min
How to deliver consistent CX when you have thousands of employees | Country Road, General Manager of Brand and Customer Experience, Col Kennedy Customer Experience Leaders
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- Marketing
Col Kennedy is the General Manager of Brand and Customer Experience at Country Road, which is a premium fashion and apparel retailer. Col has a wealth of experience from working at brands like Disney, Target and Cotton On. Topic 1: How to rethink your loyalty program to drive better relationships with customers. Topic 2: What does it take to manage a brand which has thousands of employees and still deliver consistent experiences?
Resources mentioned:
Start With Why (book), by Simon Sinek.
Key takeaways (starts at 22:55):
Start with the customer, not the loyalty program.
Invest in internal communications
Understand where your brand's positioning is going and remain in-sync with your customer's expectations
This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
Col Kennedy is the General Manager of Brand and Customer Experience at Country Road, which is a premium fashion and apparel retailer. Col has a wealth of experience from working at brands like Disney, Target and Cotton On. Topic 1: How to rethink your loyalty program to drive better relationships with customers. Topic 2: What does it take to manage a brand which has thousands of employees and still deliver consistent experiences?
Resources mentioned:
Start With Why (book), by Simon Sinek.
Key takeaways (starts at 22:55):
Start with the customer, not the loyalty program.
Invest in internal communications
Understand where your brand's positioning is going and remain in-sync with your customer's expectations
This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
30 min