Carmia Lureman Norton
Customer Experience
Carmia Lureman-Norton shares her recipe on how to master customer experience.
Tuck InCarmia is a strategic customer experience leader who builds customer-driven growth strategies and customer-centric cultures in fast-scaling environments. With over 10 years worth of experience building customer-centered competencies and operations, she has developed the CRM programmes, customer support and experience operations for leading brands across diverse industries in South Africa. Before joining Jumo.World, Carmia worked with Superbalist.
10 Tasty Bites
Below is a preview of what you can expect to learn in this recipe.
1 - What In Your Formative Years Led You To Excel In The Study Of Customer Experience?
2 - How Do You Define Customer Experience?
3 - What Does A Good Customer Experience Look Like?
4 - How Does One Set Up A Customer Experience Strategy?
5 - How Important Are A Company's Values To Customer Experience?
6 - What Is Your Favourite Tactic To Really Understanding A Customer?
7 - What Are Important Design Principles That Entrepreneurs Should Understand?
8 - Is it Possible To Scale Great Customer Service?
9 - What Are Some Obvious Tactics In Responding To When Things Go Wrong?
10 - What Are Some Memorable Customer Experience Anecdotes That You've Seen In Your Career?
About This Recipe
Without the people that engage with and purchase your product, you have no business. It’s why customer service has always been so crucial and why we now have to create beautiful experiences for our customers online - customer service has evolved for the digital age and creating the ultimate customer experience should be the aim of any e-tailer. We've invited Jumo.World Group Head of Customer Success Carmia Lureman-Norton to unpack the makings of an excellent customer experience.
What You'll Learn
Customer service is the cornerstone of business and will continue to be for as long as customers are at the centre of it. Over the years, the advent of various technologies - from the telephone to email to the internet - have impacted how and where business-customer interactions take place. While customer service has evolved for the digital age, the goal remains the same: to attract and retain customers.
In this recipe Carmia, who is shaking up the fintech world, explains how you can design a great customer experience for your business.
Learn
Learn from someone who speaks from a position of real authority, perspective and experience.
Do
Implement practical tips and techniques learned in the trenches - doing, rather than talking.
Share
Join a cohort of like-minded entrepreneurs in our growing community and share your learnings as you go.
Get Learning
This entrepreneurial micro-course will take you only a few minutes per day (or you can binge if you want to). Feel free to skip around and please let us know what you think.
Tuck InDeep Cuts
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