This document discusses various customer experience initiatives at We Are Blinds.com, including focusing on company culture, social customer feedback, understanding the customer journey, and leveraging employee ideas. It highlights the impact of initiatives like "The Voice Speaks" internal recruiting tool, social media referral traffic, addressing micro-feedback on issues, using customer ratings and reviews for inspiration and vendor ratings, longer CEO letters, and a customer experience council. It concludes with tips for prioritizing customer experience initiatives.

2. Let’s talk about:
o The
power
of
Culture
o Social
customer
voice
o Post
purchase
understanding
o Employee
brainpower
o 5
simple
<ps
that
ma=er

3. We Are Blinds.com

4. We Experiment Without Fear

5. We Walk the Customer Journey

6. We Listen to Each Other

8. ‘The Voice’ Speaks

9. Impact of
‘The Voice’ Speaks
Helpful
internal
recrui<ng
tool
Pro-­‐ac<ve
content
crea<on
from
non-­‐Marke<ng
folks!
Social
referral
traffic
to
Blinds.com
sparkline:

10. The Rise of Social Care

11. Impact of
The Rise of Social Care
Micro-­‐feedback
(LOVE
IT!)
o Promo
code
issues
o Slow
loading
o Cart
issues
o Email
sign
up
challenges
o Phone
system
quirks
o Typos
(sigh)

12. Customer Ratings + Reviews

13. Customer Ratings + Reviews
Impact of
Inspira<on
Gallery
Content
Unexpected
Personal
Brand
Building
Factored
into
Vendor
Ra<ngs

15. CEO Letters
Longer
form,
embrace
the
customer
novella

16. CEO Letters
Impact of
#
Strength
in
numbers
Our
customers’
deepest
secrets
(just
kidding,
sort
of)
Shipping
+
packaging
issues
–
easy
enough
to
fix,
but
we
had
to
dig

17. Customer Disposition Smarts
Customer
percep<on
vs
reality

19. Customer Experience Council

20. Pay It Forward Program

23. 1. If
it
ma=ers,
visualize
it.
Lots.
2. Give
your
CX
ini<a<ves
<me
+
$$$$
3. Incen<vize
the
right
behaviors
4. Percep<on
vs
Reality
–
figure
it
out
5. Enjoy
the
ride
Here we go…

24.
Email
me:
ka<el@Blinds.com
@BlindsDotCom
//
@happyka<e
h=p://slideshare.net/happyka<e
Ka*e
Laird
Director
of
Social
Marke*ng