This document discusses various customer experience initiatives at We Are Blinds.com, including focusing on company culture, social customer feedback, understanding the customer journey, and leveraging employee ideas. It highlights the impact of initiatives like "The Voice Speaks" internal recruiting tool, social media referral traffic, addressing micro-feedback on issues, using customer ratings and reviews for inspiration and vendor ratings, longer CEO letters, and a customer experience council. It concludes with tips for prioritizing customer experience initiatives.
11. Impact of
The Rise of Social Care
Micro-‐feedback
(LOVE
IT!)
o Promo
code
issues
o Slow
loading
o Cart
issues
o Email
sign
up
challenges
o Phone
system
quirks
o Typos
(sigh)
16. CEO Letters
Impact of
#
Strength
in
numbers
Our
customers’
deepest
secrets
(just
kidding,
sort
of)
Shipping
+
packaging
issues
–
easy
enough
to
fix,
but
we
had
to
dig
23. 1. If
it
ma=ers,
visualize
it.
Lots.
2. Give
your
CX
ini<a<ves
<me
+
$$$$
3. Incen<vize
the
right
behaviors
4. Percep<on
vs
Reality
–
figure
it
out
5. Enjoy
the
ride
Here we go…
24.
Email
me:
ka<el@Blinds.com
@BlindsDotCom
//
@happyka<e
h=p://slideshare.net/happyka<e
Ka*e
Laird
Director
of
Social
Marke*ng