Summary:

In this episode of the Experience Revolution podcast, host Dave Murray speaks with Katie Osborne, co-owner and vice president of marketing for Alpenhaus. They discuss the evolution of Alpenhaus, a family-run business that has expanded from a ski shop to a retailer of various outdoor fun products. Katie shares insights on the importance of customer experience, the tools and processes they have implemented to enhance service, and how they engage employees in this mission. The conversation also touches on the significance of recognition and awards, the impact of the Customer Experience Executive Academy (CXEA), and the continuous improvement mindset that drives Alpenhaus forward. Katie offers valuable advice for newcomers to the customer experience field, emphasizing the need to start small and focus on pain points.

Takeways:

• Alpenhaus has evolved from a ski shop to a diverse outdoor retailer.
• Customer experience is woven into the fabric of Alpenhaus.
• Tools and processes are essential for delivering great customer experiences.
• Engaging employees through videos and role-playing enhances service standards.
• Recognition of employees for service excellence is crucial.
• CXEA provided valuable insights and tools for success.
• Continuous improvement is necessary for maintaining high standards.
• Internal communication plays a key role in reinforcing customer experience.
• Anecdotes of exceptional customer service highlight the company's commitment.
• Starting with small, manageable changes can lead to significant improvements.

Chapters:

00:00Introduction to Alpin Haus and Its Journey 02:41The Importance of Customer Experience 05:22Tools and Processes for Success 08:13Engaging Employees in Customer Experience 11:23Recognition and Awards for Service Excellence 14:05The Impact of CXEA on Alpenhaus 16:54Continuous Improvement in Customer Experience 19:30The Role of Internal Communication 22:25Anecdotes of Customer Service Success 25:08Future Plans for Customer Experience 28:02Advice for Newcomers to Customer Experience

Links

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership: https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors: tdg.click/claudia

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Zappos call: https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts: [email protected] , [email protected]

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