This week, we have another incredible guest, Ed Deason, the Head of Customer Service at Pret a Manger, the international sandwich & coffee shop chain with 500 retail stores.
Ed mainly worked in customer service & support in the travel industry for the past 13 years before moving to Pret in January 2020, right before the UK went into lockdown.
In this episode, we start off discussing the travel industry: the challenges facing holiday providers who don’t own all the touch points, why customer experience is so important in the holiday industry, and how to maintain an 85% response rate on customer surveys.
We then move onto Pret, which has had a crazy year this year. After building knowledge and experience for 30 years in high street retail, overnight Pret closed every store. They shifted from 100% in-store purchases to having no stores.
We learn how Pret responded, the impact on customer service, and how Pret quickly pivoted from customers coming to them, to meeting customers at their homes.
We also get a hint of what projects are next for Pret and how they’ll continue to build experiences that fit their values and brand promise.
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This podcast is powered by SentiSum, a SaaS platform that helps you get to the root cause of customer pain. Our customer analytics software turns qualitative customer data from support chats, email, NPS and surveys into quantitative insights that improve product and operations.
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By SentiSumThis week, we have another incredible guest, Ed Deason, the Head of Customer Service at Pret a Manger, the international sandwich & coffee shop chain with 500 retail stores.
Ed mainly worked in customer service & support in the travel industry for the past 13 years before moving to Pret in January 2020, right before the UK went into lockdown.
In this episode, we start off discussing the travel industry: the challenges facing holiday providers who don’t own all the touch points, why customer experience is so important in the holiday industry, and how to maintain an 85% response rate on customer surveys.
We then move onto Pret, which has had a crazy year this year. After building knowledge and experience for 30 years in high street retail, overnight Pret closed every store. They shifted from 100% in-store purchases to having no stores.
We learn how Pret responded, the impact on customer service, and how Pret quickly pivoted from customers coming to them, to meeting customers at their homes.
We also get a hint of what projects are next for Pret and how they’ll continue to build experiences that fit their values and brand promise.
--
This podcast is powered by SentiSum, a SaaS platform that helps you get to the root cause of customer pain. Our customer analytics software turns qualitative customer data from support chats, email, NPS and surveys into quantitative insights that improve product and operations.