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In this episode of The ASOM Pod, Join Jimmy Kim (CIO and founder of Sendlane) and John Roman (CEO and co-founder of BattlBox), Amer Grozdanic (CEO & Co-Founder of Praella) and Bryan MacDonald (Director of eCommerce at Oma’s Pride) as they discuss what it takes to create and deliver exceptional customer experience.

Drawing on over 55 years of combined experience in e-commerce, SaaS, and DTC, the team shares practical examples, personal stories, and key strategies they use in their business today.

The episode highlights the significance of setting proper expectations, effective communication, and innovative solutions to overcome business hurdles. Tune in to learn how great products can be negatively impacted by poor customer service and discover how some companies, including unexpected support examples like Manypets.com, have navigated these challenges.

- How Battlbox, Oma’s Pride, Praella and Sendlane deliver exceptional customer experience.

- How to set proper expectations internally and externally

- Comparing 2 providers: David Hasselhoff is ________ and Jessica Alba is __________?

- Why Jimmy think the Ritz Carlton is mid

- How Sendlane operates 24/7/365 customer service

- The importance of customer service IN the overall customer experience

- Challenges in scaling customer experience: training and educating the team

- Hot takes: Our most recent favorite and worst customer experience’s: Airlines, Disney, BigCommerce.

Learn about the daily challenges faced in the industry, success stories, personal experiences with major brands, and key strategies for scaling customer support and setting expectations.

And listen as they share their hottest take yet: Their BEST and WORST customer experiences.

LIKE & SHARE and COMMENT to let us know what you think!

00:00 Intro Teaser

00:27 The Slot Whisperer and Casino Adventures

01:22 Welcome to the ASOM Pod

01:55 Meet the Hosts

03:01 Shoutouts to Sponsors: Recharge

03:41 Delivering Great Customer Experiences

06:08 Customer Experience at Battlbox

10:03 Customer Experience at Praella

15:14 Customer Experience at Oma’s Pride

18:49 The Role of Technology in Customer Service

26:34 The Ritz-Carlton’s Approach to Hospitality

30:07 Challenges in Scaling Customer Experience

33:41 Training and Educating the Team

35:17 Scaling Challenges in Manufacturing

38:15 Customer Experience and Communication

43:14 Managing People and Culture

49:10 Procurement and Supply Chain Issues

52:01 HOT TAKES: BEST and WORST Customer Experiences (20 Second Challenge)

01:04:53 Conclusion and Next Episode Preview

Follow Jimmy Kim at:

X: https://www.twitter.com/yojimmykim

Linkedin: https://www.linkedin.com/in/yojimmykim

IG: https://www.instagram.com/@yojimmykim

Tik Tok: https://www.tiktok.com/@yojimmykim

Follow Bryan MacDonald at:

X: https://www.twitter.com/bryanomaspride

LinkedIn: https://www.linkedin.com/in/bryan-macdonald-ct

IG: https://www.instagram.com/@anythingbutasalad

Tik Tok: https://www.tiktok.com/@anythingbutasalad

Follow John Roman at:

X: https://www.twitter.com/@JohnMRoman

Linkedin: https://www.linkedin.com/in/john-roman/

IG: https://www.instagram.com/@johnnyromes

Tik Tok: https://www.tiktok.com/@johnmroman

Follow Amer Grozdanic at:

X: https://www.twitter.com/@AmerGrozdanic

Linkedin: https://www.linkedin.com/in/amer-grozdanic

IG: https://www.instagram.com/@amergrozdanic

Tik Tok: https://www.tiktok.com/@amergrozdanic

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