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. How do you define success in CX? So many CX leaders have started in a new role and quickly hit a wall or aren't “moving the needle fast enough” to appease leadership. What guidance/advice would you have for these CX leaders? What's the first thing they should do? Why is it so important to earn trust first? There are different business stages like launch, grow, expand, mature and potential decline. How does CX play a role in each step? Curbside Kitchen examples? Customer Experience is great, but how do you drive the initiative forward to meet business objectives? Mike Tyson famously said: "Everyone has a plan until you get punched in the face". I believe the same is true in CX, meaning, it doesn't matter how perfect the plan is, someone is going to complain about something or maybe you don't hit expectations. What happens when things don't go as planned? What book or person in customer service or experience have influenced you the most in the past year? If you could leave a note to all customer service professionals, what would you say? *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT Support this show through Buy Me A Coffee *** BOOK RECOMMENDATIONS: Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY: VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/