Brandon Amoroso
Brandon Amoroso
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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/
มุมมอง: 6

วีดีโอ

How to Master the Art of Building and Scaling DTC Brands with Bob Verlaat - 118
มุมมอง 2119 ชั่วโมงที่ผ่านมา
In this episode of D2Z, Brandon Amoroso converses with Bob Verlaat, the co-founder of Hears, a fashionable and innovative earplugs brand, and several successful direct-to-consumer (DTC) brands. Bob shares his journey from launching innovative products like high-quality earplugs and luxury bedding essentials to mastering the complexities of international market penetration. This episode is packe...
The Secrets of Amazon Advertising with Elizabeth Greene - 117
มุมมอง 2814 วันที่ผ่านมา
In this episode of D2Z, Brandon Amoroso sits down with Elizabeth Greene, co-founder of Junglr, an Amazon agency known for its innovative advertising strategies that boost sales for Amazon sellers. From her early days as a homeschooling mother of six to spearheading a thriving agency, Elizabeth shares her journey into the world of e-commerce, detailing the trials and triumphs of advertising on A...
Navigating B2B Marketing Landscapes with Nathan Yeung - 116
มุมมอง 15521 วันที่ผ่านมา
In this episode of the D2Z Podcast, Brandon Amoroso sits down with Nathan Yeung, the fractional CMO at Find Your Audience, to delve into the intricacies of B2B marketing from an operational standpoint. With years of experience consulting for both startup and established companies, Nathan shares his unique journey from finance to marketing, offering a pragmatic approach to tackling the marketing...
Mastering the Startup Game: Strategic Insights with Hamlet Azarian - 115
มุมมอง 3128 วันที่ผ่านมา
In this episode of the D2Z podcast, Brandon Amoroso dives into the entrepreneurial journey with Hamlet Azarian, CEO of Azarian Growth Agency. With a deep dive into the trials of starting and growing businesses, Hamlet shares invaluable insights from his decades of helping startups strategize and succeed. From the importance of initial market strategies to understanding the critical role of cust...
Harnessing Technology and Retention Strategies for Business Growth with Eli Weiss - 114
มุมมอง 37หลายเดือนก่อน
In this episode of the D2Z Podcast, host Brandon Amoroso and Eli Weiss, VP of Retention Advocacy at Yotpo, explore the dynamic interplay between technology, customer retention, and branding from a startup to corporate scale. Eli shares his unorthodox journey from a self-taught entrepreneur to an influential tech executive, revealing how a focus on customer experience and retention shapes succes...
Leveraging AI and User-Generated Content for Enhanced Customer Experience with David Zielski - 113
มุมมอง 38หลายเดือนก่อน
In this episode of the D2Z podcast, host Brandon Amoroso sits down with David Zielski, e-commerce director at Chamberlain Coffee, to discuss the evolving dynamics of e-commerce and customer engagement in the digital age. They delve into the impact of AI on customer service, the significance of maintaining a VIP customer experience, and strategies for leveraging user-generated content to boost b...
Remote Work, Social Media Impact, and Founder-Led Brand Success with Gaby Tegen, CEO @ Smartrr - 112
มุมมอง 37หลายเดือนก่อน
In this episode of the D2Z podcast, host Brandon Amoroso and Gabriella Tegen, founder and CEO of Smartrr have a super interesting and fun conversation about navigating the tech landscape and managing a global team. They delve into effective strategies for maintaining company culture across borders, the necessity of adaptability in entrepreneurship, and the profound impact of technological advan...
Harnessing AI for Growth: Erik Huberman on Transforming Marketing and Managing Expansion - 111
มุมมอง 212 หลายเดือนก่อน
In this episode of the D2Z Podcast, Brandon Amoroso sits down with Erik Huberman, the visionary behind Hawke Media and a driving force in modern marketing. As they delve into the transformative power of AI in marketing and the intricacies of managing expansive growth, Erik shares invaluable insights from his journey of turning entrepreneurial visions into substantial realities. Whether you're a...
Scaling Smart: Strategic Insights on Lifecycle Marketing from Sammy Tran - 110
มุมมอง 362 หลายเดือนก่อน
In this episode of the D2Z Podcast, Brandon Amoroso dives deep into the world of lifecycle marketing with Sammy Tran, founder and CEO of BMO Media. Sammy shares his journey from a burgeoning intern to leading one of the top lifecycle marketing agencies, discussing the evolution of digital strategies in ecommerce and providing a roadmap for effective customer engagement across multiple channels....
Crafting Shopify Memorable #Experiences in Retail with Mark Sandeno - 109
มุมมอง 282 หลายเดือนก่อน
Dive into the transformative world of experiential #retail in this episode of the D2Z podcast with Brandon Amoroso and Mark Sandeno, CEO of Experiences App, a booking management #Shopify app for merchants who want to create memorable, meaningful experiences for their customers. Discover how memorable, bookable moments can elevate your brand and connect deeply with modern consumers who value exp...
How to Beat Chargebacks and Save Your E-Commerce Business with Dan Moshkovich - 108
มุมมอง 272 หลายเดือนก่อน
Join Brandon Amoroso for a great discussion with Dan Moshkovich from Chargeflow on the latest D2Z podcast episode. They unravel the complexities of e-commerce chargebacks and how businesses can effectively manage them using advanced AI-driven solutions. Learn why early implementation of chargeback management systems is crucial and discover the potential impacts on your business’s financial heal...
Gorgias Convert Tutorial | Increase Conversion Rate by 15%
มุมมอง 1702 หลายเดือนก่อน
I cover how to set up Gorgias Convert including building campaigns, the 8 types of campaigns you should always have running on your storefront, my favorite behavioral triggers and segments to test, and more! You can learn more about Gorgias here: gorgias.grsm.io/brandon Sign-up for my weekly newsletter here! brandonamoroso.com/pages/weekly-newsletter-sign-up - I am the founder and President of ...
Customer Lifetime Value with Lifetimely - a Shopify App
มุมมอง 2372 หลายเดือนก่อน
I cover how to set up Lifetimely as well as each report, what they mean, and how you can think about utilizing these insights to better inform your marketing strategy and customer experience. You can learn more about and download the app here: platform.shoffi.app/r/rl_Slw8W5cd Sign-up for my weekly newsletter here! brandonamoroso.com/pages/weekly-newsletter-sign-up - I am the founder and Presid...
Mastering Shopify: Patrick Barnes on Transforming E-commerce - 107
มุมมอง 1003 หลายเดือนก่อน
In this episode of the D2Z podcast, host Brandon Amoroso sits down with Patrick Barnes, CEO of AMP, to dissect the evolving landscape of eCommerce and entrepreneurial strategies. They delve into Barnes's journey from building Shopify apps to leading a company that aims to revolutionize online business operations by consolidating multiple functions into a single integrated platform. The discussi...
#Unboxing Marketing: Revolutionizing Customer Experience with Tyler DeLarm - 106
มุมมอง 303 หลายเดือนก่อน
#Unboxing Marketing: Revolutionizing Customer Experience with Tyler DeLarm - 106
Amazon Success Secrets: Navigating E-commerce with Mike Begg
มุมมอง 373 หลายเดือนก่อน
Amazon Success Secrets: Navigating E-commerce with Mike Begg
The Future of Commerce: Bridging the Gap Between Digital and Physical with Jessica Kogan - 104
มุมมอง 273 หลายเดือนก่อน
The Future of Commerce: Bridging the Gap Between Digital and Physical with Jessica Kogan - 104
Personalized Marketing Strategies & Building Partner Programs with Noah Rahimzadeh - 103
มุมมอง 524 หลายเดือนก่อน
Personalized Marketing Strategies & Building Partner Programs with Noah Rahimzadeh - 103
Unlocking Business Growth: Leveraging Gen Z Mindset with Cade Proulx - 102
มุมมอง 304 หลายเดือนก่อน
Unlocking Business Growth: Leveraging Gen Z Mindset with Cade Proulx - 102
Klaviyo and Latin America's E-commerce Landscape with Mateo Velayos - 101
มุมมอง 994 หลายเดือนก่อน
Klaviyo and Latin America's E-commerce Landscape with Mateo Velayos - 101
The Future of Recruitment: SCALIS' Vision for Seamless Candidate Matching with CTO Roy Mathew - 100
มุมมอง 574 หลายเดือนก่อน
The Future of Recruitment: SCALIS' Vision for Seamless Candidate Matching with CTO Roy Mathew - 100
Media Measurement and E-commerce Optimization with Mike True of Prescient A.I. - 99
มุมมอง 1515 หลายเดือนก่อน
Media Measurement and E-commerce Optimization with Mike True of Prescient A.I. - 99
Scaling Success: Apex, SCALIS' recent acquisition - 98
มุมมอง 605 หลายเดือนก่อน
Scaling Success: Apex, SCALIS' recent acquisition - 98
How to Navigate E-commerce Tax Challenges with Tom Mercer, Director @ Bean Ninjas - 97
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How to Navigate E-commerce Tax Challenges with Tom Mercer, Director @ Bean Ninjas - 97
From Affiliate Marketing to Amazon #FBA: Neil Twa's Story - 96
มุมมอง 546 หลายเดือนก่อน
From Affiliate Marketing to Amazon #FBA: Neil Twa's Story - 96
Mastering Amazon: Insider Strategies for E-Commerce Success with Cartograph CEO Chris Moe - 95
มุมมอง 1006 หลายเดือนก่อน
Mastering Amazon: Insider Strategies for E-Commerce Success with Cartograph CEO Chris Moe - 95
The Fulfillment Formula: Scaling E-commerce Success with Juan Meisel - 94
มุมมอง 906 หลายเดือนก่อน
The Fulfillment Formula: Scaling E-commerce Success with Juan Meisel - 94
How to Winback Dormant Email Subscribers with Dean Ginsberg - 93
มุมมอง 866 หลายเดือนก่อน
How to Winback Dormant Email Subscribers with Dean Ginsberg - 93
The Future of Furniture Retail: A Conversation with Alex Back, Founder of Couch.com - 92
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The Future of Furniture Retail: A Conversation with Alex Back, Founder of Couch.com - 92

ความคิดเห็น

  • @alexch1409
    @alexch1409 14 ชั่วโมงที่ผ่านมา

    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?

  • @AnuPratap-e6g
    @AnuPratap-e6g 28 วันที่ผ่านมา

    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:)

  • @AntonioBrandao
    @AntonioBrandao หลายเดือนก่อน

    How does it work to style the chat window according to the underlying Shopify Theme ?

  • @dianesullivan1936
    @dianesullivan1936 หลายเดือนก่อน

    😮 Obviously this is NOT the Kevin kline that I was thinking about 😢,,,so sorry but hope you enjoy your achievements

  • @willfelderman5345
    @willfelderman5345 2 หลายเดือนก่อน

    File is no longer available. :(

  • @gorgiasconvert
    @gorgiasconvert 2 หลายเดือนก่อน

    Super insightful. Thank you!

  • @carlcabada2039
    @carlcabada2039 2 หลายเดือนก่อน

    What is create section for? I can't figure out what's its purpose?

  • @karencontreras8468
    @karencontreras8468 4 หลายเดือนก่อน

    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?

  • @SilverSkitty
    @SilverSkitty 4 หลายเดือนก่อน

    That’s my Dad! 👏

  • @Julie-go1hd
    @Julie-go1hd 5 หลายเดือนก่อน

    Very nice content, thank you for all this value

  • @janina8309
    @janina8309 5 หลายเดือนก่อน

    you didn't explain how to add views under sections

  • @Teddy-ez4wj
    @Teddy-ez4wj 5 หลายเดือนก่อน

    Promo*SM 😜

  • @mitchelle3443
    @mitchelle3443 6 หลายเดือนก่อน

    Need time stamps

  • @samyvik2888
    @samyvik2888 6 หลายเดือนก่อน

    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?

  • @Akemo-Favor
    @Akemo-Favor 7 หลายเดือนก่อน

    thank you so much :D

  • @BrooklynHeritage
    @BrooklynHeritage 7 หลายเดือนก่อน

    🔥🔥🔥🔥🔥🔥🔥🔥🔥

  • @LSD11
    @LSD11 7 หลายเดือนก่อน

    HOW DO WE GET THE TOLL FREE NUMBER

  • @OfficialSdot
    @OfficialSdot 7 หลายเดือนก่อน

    Can postscripts be used on Squarespace website?

    • @brandon-amoroso
      @brandon-amoroso 7 หลายเดือนก่อน

      It's built for Shopify!

  • @jeffreyhakala3342
    @jeffreyhakala3342 7 หลายเดือนก่อน

    which subscription do you recommend? thanks :)

  • @RetentionLedGrowth
    @RetentionLedGrowth 8 หลายเดือนก่อน

    Thanks guys

  • @julianbenabides5974
    @julianbenabides5974 8 หลายเดือนก่อน

    The first truly helpful walkthrough I've seen for Gorgias. Thank you so much!

  • @FreelancerNurulHasan
    @FreelancerNurulHasan 9 หลายเดือนก่อน

    You put very informative details in your every videos according to your video content, good job bro.

  • @louiserobertson5248
    @louiserobertson5248 10 หลายเดือนก่อน

    This is the first time I have seen Gorgias - great presentation .

  • @FreelancerNurulHasan
    @FreelancerNurulHasan 10 หลายเดือนก่อน

    Informative conversation

  • @boukrimohammed
    @boukrimohammed 11 หลายเดือนก่อน

    this is sooo goood , but sir i have a question: how can i use sms with email marketing ?

  • @FreelancerNurulHasan
    @FreelancerNurulHasan 11 หลายเดือนก่อน

    Good

  • @RetentionLedGrowth
    @RetentionLedGrowth 11 หลายเดือนก่อน

    What do you think about Klaviyo SMS vs Attentive? Would be nice to just use Klaviyo and Okendo...

    • @brandon-amoroso
      @brandon-amoroso 11 หลายเดือนก่อน

      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.

  • @FreelancerNurulHasan
    @FreelancerNurulHasan 11 หลายเดือนก่อน

    Wow, great information.

  • @theworldhistory1547
    @theworldhistory1547 ปีที่แล้ว

    How to add company logo in report? What is size logo

  • @shaddy3x857
    @shaddy3x857 ปีที่แล้ว

    need a better way of doing landing pad , without it being so long , i need a simple way of showing how to make one

  • @khalilbeamon
    @khalilbeamon ปีที่แล้ว

    What does EIQ mean?

  • @oscargalvez7
    @oscargalvez7 ปีที่แล้ว

    Great video, thanks!

  • @doitdoit250
    @doitdoit250 ปีที่แล้ว

    🔥🔥

  • @TheSolarBoss
    @TheSolarBoss ปีที่แล้ว

    Great video! Your channel provides major value 🙌 I would love to do a collab!

  • @aab3579
    @aab3579 ปีที่แล้ว

    Awesome video, its helpfull

  • @futuregootecks
    @futuregootecks ปีที่แล้ว

    First time hearing about Attentive, thanks for the breakdown! Gonna give it a shot

  • @konhyerilee
    @konhyerilee ปีที่แล้ว

    Very helpful vid. Thanks!

  • @BrittanyCadona
    @BrittanyCadona ปีที่แล้ว

    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?

    • @brandon-amoroso
      @brandon-amoroso ปีที่แล้ว

      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/

  • @derekpeters6636
    @derekpeters6636 ปีที่แล้ว

    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?

    • @brandon-amoroso
      @brandon-amoroso ปีที่แล้ว

      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

  • @m0lnet258
    @m0lnet258 ปีที่แล้ว

    Great video! Very informative, relevant, and at a great pace!

  • @brayanflores2062
    @brayanflores2062 ปีที่แล้ว

    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.

  • @skatlag
    @skatlag ปีที่แล้ว

    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?

    • @brandon-amoroso
      @brandon-amoroso ปีที่แล้ว

      With Attentive you do not! But you will want to integrate shopify to also get checkout started abandoned journey.

    • @skatlag
      @skatlag ปีที่แล้ว

      @@brandon-amoroso got you thanks, bud)

  • @skatlag
    @skatlag ปีที่แล้ว

    thank you so much for the effort, Brandon! You've grinded out 65 videos! Appreciate it, buddy)!

    • @brandon-amoroso
      @brandon-amoroso ปีที่แล้ว

      Of course! Lmk if you have any questions

  • @hughpatrick2186
    @hughpatrick2186 ปีที่แล้ว

    Thank You Brandon - this video was very informative and helpful!

  • @yctheman
    @yctheman ปีที่แล้ว

    Thank you for having me on Brandon! It was great chatting :)

  • @madiboston6216
    @madiboston6216 ปีที่แล้ว

    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

    • @brandon-amoroso
      @brandon-amoroso ปีที่แล้ว

      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?

  • @alexgutierrez-ct4ze
    @alexgutierrez-ct4ze ปีที่แล้ว

    Amazing video fam, I had a question... What flow filter did you use for checkout started trigger?

    • @brandon-amoroso
      @brandon-amoroso ปีที่แล้ว

      Placed order zero times since starting this flow!

  • @nieveification
    @nieveification ปีที่แล้ว

    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?

    • @brandon-amoroso
      @brandon-amoroso ปีที่แล้ว

      Here's how you can do it! help.postscript.io/hc/en-us/articles/4406475517723-Upload-Existing-SMS-Subscriber-List

  • @ximKatex
    @ximKatex ปีที่แล้ว

    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!

    • @brandon-amoroso
      @brandon-amoroso ปีที่แล้ว

      Thanks! Subscribe for more content like this :)

  • @camaleon8456
    @camaleon8456 ปีที่แล้ว

    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.