Episode 1:

Cultivating A Culturally Relevant Customer Experience at MAZA

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Summary

In this episode, we explore MAZA’s customer experience strategy, focusing on the importance of cultural relevance in conjunction with technological advancements and trust-building initiatives. Laura Morales, MAZA’s Member Experience Manager, shares insights into the company’s approach to CX, emphasizing the significance of understanding and meeting the unique needs of the Latino community in the United States. From leveraging AI tools to empowering customer support agents as brand advocates, MAZA prioritizes authenticity and simplicity in its interactions with customers.
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MAIN TAKEAWAYS:

Know your audience and understand their needs and wants.
Cover the basics and address support tickets swiftly.
Promote authenticity and active listening in customer interactions.
Simplify complex concepts and make the customer journey to a solution simple.
Earn the trust of customers, especially in the Latino community.
Gather feedback from both customers and agents to improve the overall experience.
Maintain cultural relevance as services expand.
Use AI tools to improve efficiency, but prioritize human connection.
Delegate and empower your team to achieve their best.
See support teams as assets and focus on generating revenue from customer service.

Chapters:

00:00 Introduction and Background
05:12 Overview of Role as Senior Member Experience at Masa
07:07 Strategies for Positive and Memorable Customer Experience
13:18 Cultural Relevance in Customer Experience for the Latino Community
16:12 Challenges in Delivering Exceptional Experience for the Latino Community
22:54 Expanding into Savings and Maintaining Cultural Relevance
28:06 Tools and Technology for Customer Experience
30:31 Challenges Faced in the Role and Overcoming Them
33:27 Final Advice for the Audience

Episode 1:

Cultivating A Culturally Relevant Customer Experience at MAZA

Listen on:

Summary

MAIN TAKEAWAYS:

Chapters:

Check out the rest of the episodes!