Improving operations through customer-centricity with Wine.com’s Addie Wallace

On this episode, we’re joined by Addie Wallace, Senior Director at Wine.com. Addie and her team understand the importance of keeping their focus on customers and providing tailored shopping experiences that keep customers coming back.We discuss:- What a Wine.com shopping journey looks like.- Defining customer personas and meeting their needs.- The importance of guiding customers through their journey in a personalized way.- Tools and methods used to gather customer feedback.- How Wine.com balances automation with a personalized touch.- Why focusing on your customer’s enjoyment instead of your features is important.- How Wine.com promotes community building.Resources mentioned:https://www.wine.com/Sign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience