“Putting customers first and continually improving customer experience is critical for any business’s success,” said Rosenthal. “I’m excited to serve alongside and learn from leaders who share Square’s commitment to customers as we work to move our industry forward.”

“As a company obsessed with understanding what our consumers’ needs are in order to be better pet parents, I’m excited to join this group of like-minded subject matter experts who all share a common goal to exceed our customer’s expectations and deliver outstanding experiences,” said Watson.

The Execs In The Know Advisory Board is a group of top executives in customer experience, from many of today’s prominent brands, across various industry verticals. The focus of the board is to provide measurable value to their businesses, by delivering customer experience improvements, in an efficient and effective manner. They leverage research, data, and the experience of a broad network of world class brands to develop leaders, advocate change, and transform the customer experience. They identify gaps, key strategies, and trends that ultimately enhance the Execs In The Know – Customer Response Summits, workshops, and content. They are the cornerstone of the Execs In The Know community and strengthen it through their involvement in various events, webinars, content pieces, philanthropic activities, and meetings.

Newly Elected Board Members:

Nate Rosenthal, Head of Customer Support, Square
Jodi Watson, SVP Petco Direct and acting Chief Marketing Officer, Petco
Tom Weiland, Vice President, Global Customer Service, Amazon

Existing Board Members:

LeAnne Crocker, Global Director- Reservation Services, Hyatt Hotels Corporation
Catherine Jensen, VP, Customer Experience, Sony Computer Entertainment America LLC
Michael Martin, Senior Vice-President, Retail Distribution & Channel Strategy and President’s Choice Financial Operational Effectiveness, CIBC Retail & Business Banking
Kathryn McGavick, Corporate Vice President, Customer Support, Former Outerwall
Sally McMahon, Vice President Channel Management, SiriusXM
Lisa Oswald, Senior Vice President, Customer Service, Travelzoo Inc.
Andrew Pine, Vice President, Customer Relations, Porsche Cars North America
Ginna Sauerwein, Managing Director, FedEx TechConnect Western Region
Scott Shute, Vice President of Global Customer Operations, LinkedIn

To learn more about the Execs In The Know Advisory Board, visit https://execsintheknow.com/about-us/advisory-board/

About Execs In The Know
For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

About Square, Inc.
Square, Inc. (NYSE:SQ) creates tools that help sellers of all sizes start, run, and grow their businesses. Square’s point-of-sale service offers tools for every part of running a business, from accepting credit cards and tracking inventory, to real-time analytics and invoicing. Square also offers sellers financial and marketing services, including small business financing and customer engagement tools. Businesses and individuals use Square Cash, an easy way to send and receive money, as well as Caviar, a food ordering service for popular restaurants. Square was founded in 2009 and is headquartered in San Francisco, with offices in the United States, Canada, Japan, and Australia.

About Petco and the Petco Foundation
With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy. Everything we do is guided by our vision for Healthier Pets. Happier People. Better World. We operate more than 1,500 Petco and Unleashed by Petco locations across the U.S., Mexico and Puerto Rico; prescription services and pet supplies from the leading veterinary-operated pet product supplier, Drs. Foster & Smith; and petco.com. The Petco Foundation, an independent non-profit organization, has invested more than $175 million since it was created in 1999 to help promote and improve the welfare of companion animals. In conjunction with the Foundation, we work with and support thousands of local animal welfare groups across the country and, through in-store adoption events, help find homes for more than 400,000 animals every year.

Media Contact
Alyssa Pitura
info@execsintheknow.com

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The post Customer Management Executives From Square, Amazon, and Petco Join Execs In The Know 2017 Corporate Advisory Board appeared first on Execs In The Know.

“Listening is one of our greatest gifts”

Get to know: Razia Richter, Senior Vice President and Chief Customer Officer at Petco

We’ve all heard this at some point in our lives, right? “Listen more, listen actively or be in the moment.” I am grateful to my parents, teachers and mentors who have reminded me of this along my life journey.

In my role as a customer service leader, I find this skill to be so critical, one that must always be a priority in everything we do. I believe the best customer service starts with listening to what our customers are saying. Whether it’s from their feedback, behaviors, observations or a simple chat. Actively listening will generally lead to the best outcomes and relationships.

For the past 25 years, I have had the amazing opportunity to work for Petco, a leading national pet specialty retailer with more than 1,470 locations across the U.S., Puerto Rico and Mexico. Today, I am the Senior Vice President and Chief Customer Officer for the company. In this role, I lead companywide efforts to build customer loyalty and continually improve Petco’s customer experience.  I oversee the company’s ongoing work to routinely embed customer and market intelligence and practices into Petco’s strategic planning and daily work.

I was thrilled to take on this role several years ago. It began with the implementation of the Net Promoter Customer feedback process, which has now been expanded to all lines of business. It then expanded to being the central point of contact as it relates to customer insights, and then finally owning the front-line closed loop aspect of our contact centers.

When I first joined Petco in the accounting department my favorite project was to work in our stores to learn firsthand about the customer and store partners. I spent days listening and observing, with the goal of bringing what I learned back to the corporate office to make a difference for our store teams.  

After my first in-store experience, I helped create a system to automate the daily register opening/closing process so our partners could spend more time with customers. This inspired me to take on numerous roles in the company to lead changes in the areas of inventory management, store operations and supply chain, all with a focus on how to make the customer experience better.

When I am not working I enjoy spending time with family.  In fact, my best ideas come from listening to stories from my family as “shoppers.” I am always asking them about the latest things they’ve bought or places they’ve shopped. I listen for things like how and why they decided to go to a particular location or researched something online. Paying attention to this helps me to learn more about a customers’ path to purchase and, of course, more about my family (helps to make the gift list easier).

I love being part of the Execs In The Know Advisory Board. It’s a great group of leaders across different brands. We learn so much from each other through research and best practice sharing. With the rapidly increasing demands of customers and the speed in which digital has changed the ways people shop, being a part of this group helps us to keep focused on what’s most important.

I believe every customer interaction begins and ends with active listening. This is how we demonstrate we are engaged and learn about what’s important to them. Often times its simple things that you hear about and if you pay attention to them early on you can delight your customer and even exceed their expectations in the end.

The post Meet The Board – Razia Richter – The Importance of Active Listening appeared first on Execs In The Know.

PHOENIX, AZ. March 16, 2016 – The 2016 CXMB Series Workshop, organized by Execs In The Know and COPC Inc., is headed to two cities this spring, with stops in San Diego, CA (May 4th) and Toronto, Canada (June 7th). These exclusive, one day events present an excellent opportunity for industry professionals to gather and share their customer experience challenges, successes and insights. This year the spring events will be hosted by two exceptional brands that are strongly committed to the concept of Customer First: Petco and RBC Royal Bank.

As with past CXMB Series Workshop events, great attention will be paid to the results of the Customer Experience Management Benchmark (CXMB) Series reports — 2015 Editions. The CXMB Series is a collaborative effort between Execs In The Know and research partner, COPC Inc. Published bi-annually, the CXMB series provides valuable customer experience insights from both the consumer and corporate perspectives. This year’s reports reveal intriguing discoveries in the areas of consumer preference, channel growth and the multi-channel experience. The CXMB Series proves especially insightful when viewed as a whole, directly comparing results between the two editions.

A few highlights from the findings:

• 79% of corporate survey participants believe they are meeting the needs and expectations of customers, while only 33% of consumers report having their needs and expectations met

• Overwhelmingly, consumers reportedly favor live assistance over autonomous or self-help solutions, yet most companies continue to divert focus away from Traditional Care

• 67% of consumers took a multi-channel approach to resolving a customer service issue in the previous 12 months, but more than half of these individuals (62%) reported that they were “forced” to do so

The featured speaker at the San Diego event on May 4th, hosted by Petco, will be Razia Richter, Chief Customer Officer at Petco. Razia brings a wealth of retail experience, and is passionate about delivering on Petco’s promise to its customers. Her responsibilities at the organization include customer relations, the call center, CX, the net promoter program and Petco’s customer/market analytics center of excellence. Razia is also a valued member of the 2016 Execs In The Know Corporate Advisory Board.

The featured speaker at the Toronto event on June 7th, hosted by RBC Royal Bank, will be Cathy Honor, Senior Vice President and Head of Global Contact Centres at RBC. Cathy has been with RBC since 2001, leading the way in a variety of roles with a focus on RBC’s Global Call Centres beginning in 2013. Cathy is a true champion of the customer, and she will share insights into how RBC is taking a unique approach to creating customer experience excellence.

Along with the featured speakers highlighted above, each event will also include presentations from COPC Inc., Digital Roots and each event’s title sponsors. COPC Inc. will provide a detailed readout of results from the 2015 CXMB Series, along with key customer experience best practices. Digital Roots will lead an exploration of use cases highlighting brands that are utilizing social media data effectively and efficiently, while sharing social care best practices and ideas on how companies can retool their current programs.

If interested in attending one of these events, visit the CXMB Series Workshop section of the Execs In The Know website: https://execsintheknow.com/events/.
Or contact Chad McDaniel via email or phone: chad@execsintheknow.com or 623.234.2843.

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs In The Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

About COPC Inc.

COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys. With a focus on driving improvement, the company provides consulting, training and certification for operations that support the customer experience. With improved operational performance, COPC Inc. clients create loyal customers and achieve increased revenue and reduced costs. Founded in 1996, COPC Inc. began by developing the COPC® Family of Standards and helping call centers increase their performance. Today, the company works with hundreds of leading brands worldwide to optimize key customer touch points and deliver a seamless experience across channels. COPC Inc. has conducted assessments in more than 70 countries, and has operations in North America, Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

For more information, visit www.copc.com.

Media Contact

Alyssa Pitura
Director of Marketing and Brand Experience
info@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

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