Build What’s Next: Digital Product Perspectives
The process of developing digital products and experiences can be a daunting task organizations often find themselves wondering if they are solving the right problems the right way hoping the result is what the end user needs. That’s why our team at Method has decided to launch Build What’s Next: Digital Product Perspectives.
Every week, we’ll explore ways to connect technology with humanity for a simpler digital future. Together, we’ll examine digital products and experiences, strategic design and product development strategies to help us challenge our ideas and move forward.
Build What’s Next: Digital Product Perspectives
Customer Engagement and Loyalty in Digital Channels
In this episode of Build What's Next: Digital Product Perspectives, host Josh Lucas discusses customer engagement and loyalty in digital channels. The episode features Mike Frankel, VP of Memberships at Petco, and Morgan Sarro, Director of Digital Transformation at Mavis Tire.
Key topics discussed include:
• The importance of customer engagement and loyalty in today's digital landscape
• Strategies for digital transformation and improving customer experience
• The role of personalization in customer engagement
• Balancing digital and in-store experiences in an omnichannel environment
• Challenges and opportunities in implementing loyalty programs
• The importance of employee engagement in driving customer loyalty
• Gathering and implementing customer feedback to improve services
• The future of customer engagement and loyalty in a digital-first world
Mike Frankel brings his experience from Petco, where he focuses on driving growth, retention, and engagement through membership programs. Morgan Sarro shares insights from Mavis Tire's digital transformation journey, emphasizing the importance of creating a seamless customer experience in the automotive service industry.
Episode Resources:
• Mike Frankel on LinkedIn - https://www.linkedin.com/in/mfrankel04
• Morgan Sarro on LinkedIn - https://www.linkedin.com/in/morgan-sorbaro
• Petco Website - https://www.petco.com
• Mavis Tire Website - https://www.mavistire.com
• Andy Busan on LinkedIn - https://www.linkedin.com/in/andybusam
• Josh Lucas on LinkedIn - https://www.linkedin.com/in/josh-lucas
• Method Website - https://www.method.com
Episode Highlights:
• [00:01:50] Introduction of guests and their backgrounds
• [00:05:26] Customer engagement strategies in different industries
• [00:07:01] Digital transformation and its impact on customer experience
• [00:13:25] The role of in-store employees in customer engagement
• [00:17:51] Differentiating through customer experience
• [00:24:54] Personalization strategies and challenges
• [00:30:40] Gathering and implementing customer feedback
• [00:33:30] Lessons learned and advice for improving customer experiences
Quotes:
• "Approximately 80% of pet parents consider their pet a part of their family and want to do the very best for them, but only have to know what to do." - Mike Frankel
• "For us, that's kind of our first way to engage with customers, is taking a bad day and making it not so bad." - Morgan Sarro
• "We're trying to rethink what this industry could be like and how convenient it could be for customers and it all through providing this better digital customer experience." - Morgan Sarro
• "Customers who are part of our paid membership program spend three times that of an average customer." - Mike Frankel
• "The vision is that a customer can come into the shop. We'll be able to figure out quickly what's wrong with their car, and what all their needs are. We'll give them accurate wait times, which is a huge pain point in our industry." - Morgan Sarro