Think Like A Customer

Maryellen Abreu, Director of Global Technical Support for iRobot says this motto has become the foundation for iRobot’s customer service and client retention strategy. In addition to focusing on the customer, she also hosts monthly “Voice of the Customer” meetings with representatives from every department. “We make hundreds of changes to the products over the course of a year as a result of customer feedback,” she says.

What Would Ron Do?

Customer Champion, Ron Kelly, VP of Customer Care and Logistics drugstore.com says his employees have coined the term WWRD (What Would Ron Do) because of his passion for effectively the very best quality service. He says he creates discussions and poses challenges to help them grow in their roles and create the kind of environment that results in happy agents, “In order to have happy customers, you have to have happy employees.” 

Brand And Customer Experience: One In The Same

Customer Champion, Stormy Simon, SVP of Marketing and Customer Care at Overstock.com, knows that customer interactions in the call center serve as an extension of the brand. “When they call, she says, “we want to project a certain image, and it is absolutely a piece of marketing for us.” So, she makes it a priority to create a synergy between marketing and its customer retention strategy to help develop a great customer experience.