Tony Amante Schepers - Director of Operations and Customer Experience Success at Curbside Kitchen. [Customer Experience]

Tony Amante Schepers is the Director of Operations and Customer Experience Success at Curbside Kitchen.

• Success in customer experience is defined by creating meaningful and memorable interactions that exceed customer expectations, build trust, and leave a lasting positive impression.
• When facing challenges in a CX leadership role, it's important to assess the situation, understand existing processes and culture, and identify quick wins to demonstrate the value of CX and gain support from leadership.
• The first step for CX leaders is to listen—to customers, team members, and other stakeholders—so they can understand pain points and needs and develop a customer-centric strategy.
• Trust is crucial in customer experience because it forms the foundation of a successful strategy. Building trust with customers creates loyalty, enhances satisfaction, and leads to long-term relationships.
• Customer experience plays a role in different business stages—launch, grow, expand, mature, and potential decline. CX should adapt and evolve to meet the changing needs and expectations of customers at each stage.
• Driving the customer experience initiative forward to meet business objectives requires aligning CX goals with broader business goals, focusing on key metrics, and effectively communicating the impact of CX on the bottom line.
• When things don't go as planned in CX, it's important to be agile, adaptable, and responsive. Addressing complaints, learning from mistakes, and continuously improving are key to maintaining a positive customer experience.
• The influence of books and people in customer service or experience can vary. It's essential to stay updated on the latest trends, industry insights, and best practices to continually enhance CX strategies.
• To all customer service professionals, remember that every interaction is an opportunity to create a positive experience. Empathy, active listening, and a customer-first mindset are critical in delivering exceptional service and building lasting relationships.

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