Creating the Best Customer Experience With Michael Bair, SVP of Customer Experience at FIGS

Play episode

What is the recipe for exceptional customer experiences? Michael Bair, SVP of Customer Experience at FIGS, thinks the ingredients to create the best experiences is by listening to the customer, speaking the customer’s language, and asking for opinions. Listen in to hear more about  Michael’s strategy for building the right team to ensure customer experience success.  

Tune in to learn:

  • How do you know if you have a good customer experience? (2:15)
  • Optimizing your team in an uncertain time (7:30)
  • The north star metrics Michael pays attention to (12:30)
  • Why using customer language is important (18:30)
  • Why personalization is about being a product expert (24:25)
  • What to pay attention to moving forward (38:00)

About the Guest:

LinkedIn Bio: I am a customer success executive who cares deeply about wowing customers, exceeding goals, and developing future leaders. I have worked at diverse organizations from startups to Fortune 50 companies, including B2B SaaS, B2C subscription, and DTC e-commerce. I’ve been a senior leader on 3 exits including a 2021 IPO. I’ve managed customer success, inside sales, customer support/service, and quality assurance teams. I’ve built teams from scratch to 80 plus people. I love leading organizations with a customer-centric mentality and have been consistently recognized as a leader of people, culture, and values. In 2017, I completed Seth Godin’s AltMBA focused on strategic leadership.”

Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Learn more at http://www.salesforce.com/commerce 

Mission.org is a media studio producing content for world-class clients. Learn more at http://www.mission.org.


Episode 258