On this episode, Michael Costello, CEO of GNC, emphasizes the importance of the customer experience in providing personalized support to customers. He also discusses the impact of customer experience on business growth and the challenges of creating a sticky online experience. Plus, a deep dive into the implementation of AI in customer service, the approach to innovation, and the importance of customer feedback in shaping product strategy.
Key Takeaways:
- The importance of customer experience in driving successful business growth
- The role of GNC’s coaches in providing personalized support to customers
- Challenges and opportunities in creating a sticky online experience
- The impact of consumer behavior on the health and wellness sector
- The evolving role of AI in customer service AI can improve customer service efficiency while still considering the human aspect of customer needs.
- Innovation strategy should be driven by customer health journeys and needs, with a focus on solving specific problems.
- Customer feedback plays a crucial role in shaping product strategy and maintaining brand loyalty.
- Leadership involves staying connected to the consumer and ensuring a customer-centric approach to decision-making.
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How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.
Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.
About the Guest:
“With over 30 years of experience in the consumer packaged goods (CPG) industry, Michael is passionate about helping emerging and established brands achieve crazy growth and innovation. He has led and advised multiple CPG businesses, from startups to Fortune 500 companies, across various categories and channels.
As an advisor/director at Wild Cow Brands, Michael leverages his expertise in mentoring CEOs, creating clear and actionable strategies, go to market plans, marketing and P&L management to support and mentor the portfolio companies in scaling their operations, expanding their markets, and enhancing their profitability. He also act as a bridge between the investors and the entrepreneurs, facilitating communication and alignment on the vision and goals of the brands. His mission is to empower the next generation of CPG leaders and disruptors.”
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How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.
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Mission.org is a media studio producing content alongside world-class clients. Learn more at http://www.mission.org.
