“The most important piece of the puzzle is empathy and truly understanding the people you're designing experiences for.”
This week on Be Customer Led with Bill Staikos, we had a great talk with Callie DePina about establishing and fostering the member experience. Callie is the vice president and head of member experience at ButcherBox, a company launched in 2015 with the purpose of making high-quality meat more accessible.
Throughout the episode, we dive into ButcherBox’s approach to member experience and some important takeaways from Callie’s experience.
[01:37] Callie's Background - Sharing her journey so far, Callie explains her role at ButcherBox. Moreover, she mentions several practices they follow there.
[12:25] Metrics – Callie discusses the metrics they employ to identify and quantify the impact of their members.
[18:00] Journey Mapping - Callie presents their approach toward journey mapping and mentions its significance.
[21:23] Experience Management – Callie highlights the most crucial aspects of experience management.
[25:11] The Future – Callie describes the direction she expects experience management will take over the next few years.
[28:14] Advice From Callie – Callie gives the listeners two essential pieces of advice on nurturing the member experience.
[31:18] Inspiration – Callie shares the role models she admires and the sources of her inspiration.
Resources:
Connect with Callie:
LinkedIn: linkedin.com/in/smithcallie/
Check out ButcherBox: www.butcherbox.com
ButcherBox discount: if you want to become a new ButcherBox member, ButcherBox is offering listeners $30 off their first box by using the discount code: CALLIE30.
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