What is the recipe for exceptional customer experiences? Michael Bair, SVP of Customer Experience at FIGS, thinks the ingredients to create the best experiences is by listening to the customer, speaking the customer’s language, and asking for opinions. Listen in to hear more about  Michael’s strategy for building the right team to ensure customer experience success. 

Tune in to learn:

• How do you know if you have a good customer experience? (2:15)
• Optimizing your team in an uncertain time (7:30)
• The north star metrics Michael pays attention to (12:30)
• Why using customer language is important (18:30)
• Why personalization is about being a product expert (24:25)
• What to pay attention to moving forward (38:00)

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