![Brandon Amoroso](/img/default-banner.jpg)
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Brandon Amoroso
United States
เข้าร่วมเมื่อ 24 ก.พ. 2018
Gen Z Entrepreneur and Founder at Electriq, now a DRINKS company. We help e-commerce brands improve retention and increase LTV with thoughtfully tailored 📚 lifecycle strategies 📱 email/SMS marketing 🖥 performance web design & development.
How Customer Experience Drives Retention with Zoe Kahn
In this episode of D2Z, Brandon Amoroso chats with Zoe Kahn, VP of Retention at Audien Hearing and Founder of Inevitable Agency. Zoe shares her unique journey from retail to e-commerce and unveils how her experiences have shaped her approach to customer retention and service. Discover the critical role of customer education, the intricacies of managing a customer experience team, and the innovative strategies employed to enhance client satisfaction and loyalty in the competitive e-commerce landscape.
Here's what you'll learn:
🛠 The transition from hands-on roles to leading a customer experience agency and the challenges involved.
🎧 Insights into Zoe's strategies for enhancing customer retention and experience in e-commerce.
📚 Importance of customer education to prevent product returns and increase satisfaction.
📈 How automations and AI are reshaping customer service and retention efforts.
🤔 The ethical considerations and strategic applications of handling negative feedback and reviews online.
🌟 Zoe's perspective on community building for older demographics and its impact on customer satisfaction and brand loyalty.
🔄 Best practices for managing customer service teams effectively, especially during peak business periods.
Timestamps
🎙️ Introduction to Zoe Kahn (00:00:00)
🤝 Zoe's Background and Connection with Brandon (00:00:38)
🚀 Journey from Retail to E-commerce (00:01:36)
🌟 Transition from Part-Time to Full-Career in E-commerce (00:02:06)
🌱 Growth and Transition to Leadership Roles (00:03:03)
🎮 Brief Detour into Full-Time Gaming (00:03:58)
🔍 Deep Dive into Customer Retention at Chomps and Audien Hearing (00:04:23)
🏢 Starting Inevitable Agency Accidentally (00:04:50)
🛠️ Challenges and Learning in Agency Management (00:07:08)
👂 Focus on Customer Education at Audien Hearing (00:11:00)
👥 Importance of Community in Marketing Hearing Aids (00:14:49)
📞 Utilizing Facebook Groups for Community Building (00:16:32)
🗣️ Managing Customer Feedback and Reviews (00:18:28)
🛒 Transitioning Customer Service to a Tech-Driven Approach (00:22:12)
🤖 Impact of AI on Customer Service Efficiency (00:24:04)
🔗 Balancing Technology and Human Interaction (00:25:01)
📢 Importance of Transparent Communication (00:27:48)
📈 Using Membership Models to Enhance Customer Experience (00:29:45)
⚖️ Legal and Ethical Considerations in Product Selling (00:30:22)
🛠️ Tips for Managing Customer Experience Teams During Peak Times (00:32:08)
📬 Achieving a Zero Inbox and Efficient Customer Support (00:32:43)
💌 Zoe's Contact Information and Wrap-Up (00:35:03)
Mentioned resources:
Audien Hearing - audienhearing.com/
Inevitable Agency - www.linkedin.com/company/inevitable-agency/
Gorgias - www.gorgias.com/
Chomps - chomps.com/
Brandon Amoroso:
LinkedIn - www.linkedin.com/in/brandonamoroso/
Web - brandonamoroso.com/
Instagram - bamoroso11
X - AmorosoBrandon
Scalis.ai - scalis.ai/
Here's what you'll learn:
🛠 The transition from hands-on roles to leading a customer experience agency and the challenges involved.
🎧 Insights into Zoe's strategies for enhancing customer retention and experience in e-commerce.
📚 Importance of customer education to prevent product returns and increase satisfaction.
📈 How automations and AI are reshaping customer service and retention efforts.
🤔 The ethical considerations and strategic applications of handling negative feedback and reviews online.
🌟 Zoe's perspective on community building for older demographics and its impact on customer satisfaction and brand loyalty.
🔄 Best practices for managing customer service teams effectively, especially during peak business periods.
Timestamps
🎙️ Introduction to Zoe Kahn (00:00:00)
🤝 Zoe's Background and Connection with Brandon (00:00:38)
🚀 Journey from Retail to E-commerce (00:01:36)
🌟 Transition from Part-Time to Full-Career in E-commerce (00:02:06)
🌱 Growth and Transition to Leadership Roles (00:03:03)
🎮 Brief Detour into Full-Time Gaming (00:03:58)
🔍 Deep Dive into Customer Retention at Chomps and Audien Hearing (00:04:23)
🏢 Starting Inevitable Agency Accidentally (00:04:50)
🛠️ Challenges and Learning in Agency Management (00:07:08)
👂 Focus on Customer Education at Audien Hearing (00:11:00)
👥 Importance of Community in Marketing Hearing Aids (00:14:49)
📞 Utilizing Facebook Groups for Community Building (00:16:32)
🗣️ Managing Customer Feedback and Reviews (00:18:28)
🛒 Transitioning Customer Service to a Tech-Driven Approach (00:22:12)
🤖 Impact of AI on Customer Service Efficiency (00:24:04)
🔗 Balancing Technology and Human Interaction (00:25:01)
📢 Importance of Transparent Communication (00:27:48)
📈 Using Membership Models to Enhance Customer Experience (00:29:45)
⚖️ Legal and Ethical Considerations in Product Selling (00:30:22)
🛠️ Tips for Managing Customer Experience Teams During Peak Times (00:32:08)
📬 Achieving a Zero Inbox and Efficient Customer Support (00:32:43)
💌 Zoe's Contact Information and Wrap-Up (00:35:03)
Mentioned resources:
Audien Hearing - audienhearing.com/
Inevitable Agency - www.linkedin.com/company/inevitable-agency/
Gorgias - www.gorgias.com/
Chomps - chomps.com/
Brandon Amoroso:
LinkedIn - www.linkedin.com/in/brandonamoroso/
Web - brandonamoroso.com/
Instagram - bamoroso11
X - AmorosoBrandon
Scalis.ai - scalis.ai/
มุมมอง: 6
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A quick question. Costs are constantly changing due to factors like exchange rates and so on. How can we account for these varying costs over time?
Hey, loved the vibe🙌! I'm not really sure if it is the best time to ask but, I was wondering if I could help you create a better distribution by working on post-production like better storytelling through Edits, Keywords, think catchy intros and outros, or even some engaging short clips! Would love to chat if you're interested and keep creating good content:)
How does it work to style the chat window according to the underlying Shopify Theme ?
😮 Obviously this is NOT the Kevin kline that I was thinking about 😢,,,so sorry but hope you enjoy your achievements
File is no longer available. :(
Super insightful. Thank you!
What is create section for? I can't figure out what's its purpose?
Hi. I have an issue with the configuration of my non-working hours rule. When it’s during my working hours, I have to disable my rules to postpone tickets created or new messages in tickets created outside of non-working hours, because even though I respond to them during working hours, they get postponed. Could you help me or provide an example?
That’s my Dad! 👏
Very nice content, thank you for all this value
Of course! :)
you didn't explain how to add views under sections
Promo*SM 😜
Need time stamps
thank you! very useful video! 14:00 - How does Attentive know that there is a new subscriber arriving and it must trigger a welcome flow? Is it in response to an inbound SMS. say when user scans a QR code and sends a message to a shortcode - how is that flow supported?
thank you so much :D
🔥🔥🔥🔥🔥🔥🔥🔥🔥
HOW DO WE GET THE TOLL FREE NUMBER
Can postscripts be used on Squarespace website?
It's built for Shopify!
which subscription do you recommend? thanks :)
Thanks guys
The first truly helpful walkthrough I've seen for Gorgias. Thank you so much!
You put very informative details in your every videos according to your video content, good job bro.
This is the first time I have seen Gorgias - great presentation .
Thanks!
Informative conversation
this is sooo goood , but sir i have a question: how can i use sms with email marketing ?
Good
What do you think about Klaviyo SMS vs Attentive? Would be nice to just use Klaviyo and Okendo...
It's still not apples to apples but if you're looking to consolidate it's a great choice. You could also consolidate email and SMS into Attentive, they've got some neat AI features they've been rolling out recently.
Wow, great information.
How to add company logo in report? What is size logo
need a better way of doing landing pad , without it being so long , i need a simple way of showing how to make one
What does EIQ mean?
Great video, thanks!
🔥🔥
Great video! Your channel provides major value 🙌 I would love to do a collab!
Awesome video, its helpfull
thanks!
First time hearing about Attentive, thanks for the breakdown! Gonna give it a shot
Very helpful vid. Thanks!
Of course!
Hi Brandon! We use Attentive and Klaviyo! How do you find the list of emails submits to. Do you know what list do they go into into klaviyo?
Hey! When setting up the integration, you need to provide the Klaviyo List ID to Attentive that you want the emails to go into. More info in step 2 here: docs.attentive.com/pages/developer-guides/third-party-integrations/email-service-providers/klaviyo/
I’m curious how coupons work. Does it generate a code such as 10% off? And can you limit the code to one per user?
Hey Derek, exactly, it generates a Shopify discount code for either a % or $ off. And it's limited to one use support.okendo.io/en/articles/2494060-rewarding-reviews-with-shopify-coupons
Great video! Very informative, relevant, and at a great pace!
How do I add Products on the checkout page without having shopify plus? I do not have any subscription they are one time products. I have the classic checkout.
Hey, Brandon. Thanks again for putting out this course. I just wanted to ask about cart vs checkout abandonment. Cuz on Klaviyo add-to-cart metric wouldn't fire off ulness it's manually set up through a product liquid code string. Do we have to do the same for attentive tho?
With Attentive you do not! But you will want to integrate shopify to also get checkout started abandoned journey.
@@brandon-amoroso got you thanks, bud)
thank you so much for the effort, Brandon! You've grinded out 65 videos! Appreciate it, buddy)!
Of course! Lmk if you have any questions
Thank You Brandon - this video was very informative and helpful!
Of course!
Thank you for having me on Brandon! It was great chatting :)
Hello Brandon, I have been using Hootsuite to help manage my jobs social media accounts. They mainly post Reels on Instagram and I was wondering how Sprout Social does that and if you like it? They do collabs from here to there and I was wondering if a collaborator as able to be added through Sprout's Software? Thanks, Madi
Yes, here is how they do it! support.sproutsocial.com/hc/en-us/articles/4423001236365-How-can-I-use-Instagram-Reels-in-Sprout- For collaborators are you referring to adding users or a different Instagram account?
Amazing video fam, I had a question... What flow filter did you use for checkout started trigger?
Placed order zero times since starting this flow!
I am switching from Klaviyo to post script for my Sms but I’m told that you cannot transfer your customer list to post script, each customer has to “opt in” from the pop up on the site, is that true? Or is there a way to transfer all of my contacts on post script?
Here's how you can do it! help.postscript.io/hc/en-us/articles/4406475517723-Upload-Existing-SMS-Subscriber-List
Hey thank you for this video! I am starting out as a junior social media manager but I have a different professional background so I am happy to learn something new! Especially because my new job is a home office job and the first few days are always hard... Very helpful content as I said! :) Greetings!
Thanks! Subscribe for more content like this :)
You say if you find a P2P Messaging platform you should switch. Jajaja no my man if you have one still using P2P that is the best given that deliverability is way higher and there is no need to get your campaigns pre-aproved. Show me what law gives US Carriers the Authority to force me to change to an A2P Route. 10DLC is a Scam and you all fell for it.