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Maria Yazdi - Digital Customer Experience Transformation in Pharmacy
Gear up to uncover the intricacies of digital customer experience transformation in the Pharmacy sector with our esteemed guest, Maria Yazdi, Head of Customer Service at Apotek Hjärtat. This episode promises to demystify the confluence of digital and physical realms as Maria, who brings an intriguing blend of competitive swimming background into leadership, emphasizes on omnichannel experience. We'll hear about her endeavors to establish emotional safety and open communication in the workplace and her focus on delivering a consistent experience to customers, whether they interact with the pharmacy in person or online.
We will also journey through the significant role of employee engagement in elevating customer satisfaction. Maria shares her successful strategy of dual roles for employees, attributing to clear ownership and commitment in e-commerce and in-store channels. She will reveal her journey of restructuring the customer service team, which led to reduced queue times and enhanced employee satisfaction. The episode is topped with Maria's inspiring mantra of "there are no problems, only solutions," and the empowering effect of treating employees as equals. By the time we conclude, you’ll see how valuing employees can lead to better customer engagement. So, tune in, absorb, and come away with actionable strategies for creating a top-notch digital customer experience. Don't forget to share and subscribe for more insightful episodes!
Highlights:
(13:34 - 15:54) Growing With an Omnichannel Approach
(20:15 - 21:13) Customer Service Empowerment and Appreciation
(27:22 - 29:16) Career Restart
https://www.giosg.com/podcast
Your feedback matters to us, so feel free to leave your comments and suggestions. If you enjoyed this episode you enjoyed, please subscribe episode, to our podcast and share it consider leaving us a review with your network. Stay tuned by subscribing to our podcast.
Remember for more interesting conversations on digital, your feedback helps us deliver the content you transform, customer service, and want to hear. Stay tuned leadership. Until next time!
View all episodes
By giosgGear up to uncover the intricacies of digital customer experience transformation in the Pharmacy sector with our esteemed guest, Maria Yazdi, Head of Customer Service at Apotek Hjärtat. This episode promises to demystify the confluence of digital and physical realms as Maria, who brings an intriguing blend of competitive swimming background into leadership, emphasizes on omnichannel experience. We'll hear about her endeavors to establish emotional safety and open communication in the workplace and her focus on delivering a consistent experience to customers, whether they interact with the pharmacy in person or online.
We will also journey through the significant role of employee engagement in elevating customer satisfaction. Maria shares her successful strategy of dual roles for employees, attributing to clear ownership and commitment in e-commerce and in-store channels. She will reveal her journey of restructuring the customer service team, which led to reduced queue times and enhanced employee satisfaction. The episode is topped with Maria's inspiring mantra of "there are no problems, only solutions," and the empowering effect of treating employees as equals. By the time we conclude, you’ll see how valuing employees can lead to better customer engagement. So, tune in, absorb, and come away with actionable strategies for creating a top-notch digital customer experience. Don't forget to share and subscribe for more insightful episodes!
Highlights:
(13:34 - 15:54) Growing With an Omnichannel Approach
(20:15 - 21:13) Customer Service Empowerment and Appreciation
(27:22 - 29:16) Career Restart
https://www.giosg.com/podcast
Your feedback matters to us, so feel free to leave your comments and suggestions. If you enjoyed this episode you enjoyed, please subscribe episode, to our podcast and share it consider leaving us a review with your network. Stay tuned by subscribing to our podcast.
Remember for more interesting conversations on digital, your feedback helps us deliver the content you transform, customer service, and want to hear. Stay tuned leadership. Until next time!