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DTC Podcast

143 EpisodesProduced by PilothouseWebsite

Weekly discussions between disruptive direct to consumer ecommerce brands and our amazing team about marketing, funnels, and everything scaling related. Subscribe to our newsletter for highlights and step by step tactical insights 👉🏻 📦


Ep 123: AKNF - Performance Customer Service with Maia and Raven

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Welcome to All Killer No Filler. Today we're back with Maia, Head of the Community Engagement department at Pilothouse and Raven, Sr Media Buyer and Head of Growth at DTC.

Here are a few of the areas we covered:

  • What are the three major ways that excellent CS will grow your brand’s revenue?
  • What is the full scope of CS brands should be thinking about?
  • How do you hire an ideal customer service employee?
  • Hiring the right people for CS roles means hiring based on personality over experience.
  • The best thing your CS team can do to make your customers happy is to be readily available across channels at any given time.
  • Your customers are the ones who decide if you are meeting their expectations
  • You can’t rely on customers to share their feedback with you; you must find ways to see it out if you wish to continue improving.
  • The number of CS bots is increasing, but the trust customers have in them is decreasing proportionally.

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