Dear Earthling,
How can you build trust for a product that is still illegal in most parts of the world?
This was just one of the challenges Mick Frederick had to face when he first joined Eaze, the cannabis delivery platform, as their VP of Customer Experience.
Mick Frederick had been working in customer experience for more than 15 years at companies like Microsoft, as the Senior Manager for Global Support Engineering, and Zendesk, as the Director of Customer Support.
But nothing could ever prepare him for what he was about to face at Eaze. In addition to traditional hurdles like turnaround time, Mick was up against the vicissitudes of a new market; a daunting regulatory landscape; and a decades-long campaign to convince the public his product is evil.
Today, we have the pleasure of launching something we’ve been working on for the past few months. This is the first episode of the Customer Centric Podcast, hosted by me and Rafaela Cortez.
Give it a listen and let me know what you think.
Happy listenings,
Maria
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At Eaze, the cannabis delivery platform, Mick Frederick isn’t just fighting for his customers — he’s fighting against a decades-old social stigma.
In this episode of the Customer Centric Podcast: How to deliver customer experience where no one else has done it before, when you’re not just writing the rules, but fighting social stigma, biased laws, and trying to right decades of wrong.
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Planning for the upcoming quarter can be quite daunting. Here's how companies like Airbnb and Eventbrite are doing it: Lean on the "W framework" to set up your team and company for success in the next quarter and beyond.
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Making sure that people feel welcome – that they’re always feeling included and considered – should be the core goal of any successful customer experience team.
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Machine learning systems are what they eat. Since the training data for NLP problems is human language, these models have a tendency to perpetuate our own biases. How can we build better algorithms?
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Customer service, on the surface, is simple. A customer needs something -- a purchase, guidance, information, help with a problem, etc. -- and you help him or her with it. Easy-peasy. Anyone can do that. Outstanding customer service, on the other hand, is a quite a different thing to achieve. Outstanding service is delivering the above, but in a manner that consistently conveys one overriding message: I care. And that seems to be the sticking point.
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Speaking words of wisdom💡
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I like the competition. It gives us, as a company, a gauge as to where we are. You don't know how fast you're running unless you have somebody running with you.
— Mick Frederick, VP of Customer Experience at Eaze
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