Ep. 18: How to build a customer obsessed culture [Feat. Charlotte Spain, Customer Service Manager at Buzzbike] - a podcast by SentiSum

This week's podcast guest, Charlotte Spain, heads the 'rider happiness' team at Buzzbike.

In the past year, Charlotte and her team have grown customer service at the thriving startup into a mature, customer-obsessed function.

She's built an internal brand around customer service, championed the role as a long-term career, and placed the department at the strategic heart of the company where it influences marketing, operations and customer happiness.

In this episode, we look at best practice from Buzzbike so that you get inspired.

You'll find out:

1/ Why it's so important that Buzzbike calls customer service 'rider happiness'.

2/ Why great customer service and experience is part of Buzzbike's DNA.

3/ What steps you can take to build a customer-obsessed culture.

4/ How to remove the negative assumptions around customer service.

5/ Why hiring from hospitality is the winning formula for finding great customer service agents.

6/ Why the customer service team at Buzzbike is so involved with marketing messaging.

7/ How buzz bike identifies trending problems affecting their riders.

8/ How Buzzbike uses the negative lexicon approach by Danny Meyer

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