Clare Muscutt talks with Melissa Moore about frontline customer service and dealing with bullying in the workplace

Melissa Moore, Founder of The Retail Advisor, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about the moment she realised she’d been in CX all along, putting on her “brave pants” and launching her own podcast, ‘The Retail Tea Break’, the disjunct that exists between those in the “ivory tower” and our frontline workers, and how we must engage, empower, and listen to our frontline workers if we wish to ensure long-term success in business.

 

Listen in to the full episode as Melissa talks about…

👣 Her route into CX and realising she’s put the customer at the heart all along

🛒 Starting out on the shop floor and how this ‘operational grounding’ informs her role today

🚧 The disjunct between the ‘ivory tower’ and those working on the frontline (and how the pandemic accentuated the sense of ‘us versus them’)

💥 Experiencing bullying within the workplace and how she channelled this pain into power

🤝 Why we need more “joined-up” thinking to engage and empower our employees long-term

✍️ The importance of focusing upon qualitative and quantitative research, and service KPIs, as opposed to ‘productivity measures’

 

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