StockX's Jacob Fenton on Building Authentic and Organic Engagement The One to One Consumer Marketing Podcast

Max speaks with Jacob Fenton, VP Customer Experience at StockX. They discuss how StockX prioritizes listening to customers and engaging with them organically on community platforms, using their feedback to guide new initiatives. They also talk about why customer service issues are also brand issues, how they use technology to improve the seller experience, and what customer sentiments will drive brand messaging in the future.
 
Topics discussed:
How StockX builds organic engagement through influencers and community platforms, where they can educate on or reframe brand messaging.
The importance of having a robust customer listening program that can guide new initiatives.
How StockX uses technology and account managers to improve the experience and relationships with sellers.
Why a customer service issue is really a brand issue and how they work to understand and solve customer concerns.
How they’re solving their biggest challenges of shipping speed and quality.
Why customer interest in what brands stand for will drive brand messaging in the future.
Advice for early career marketers around prioritizing and choosing the people you want to work with.