Translating iconic experiences to a digital space with Aesop’s Carine McGinnity
On this episode, we’re joined by Carine McGinnity, Global Head of Customer Communications and E-Commerce at Aesop. Carine shares her insights on Aesop’s journey through digital transformation, emphasizing the importance of integrating a seamless online customer service experience that mirrors their renowned in-store interactions. We delve into the strategies and technologies Aesop has leveraged to enhance customer engagement across digital platforms.Key Takeaways:(00:43) Aesop’s transition to digital and maintaining brand integrity online.(02:38) The catalysts for Aesop’s digital transformation and global expansion.(03:56) Utilizing a diverse set of customer service channels to enhance global support.(05:13) Integrating Zendesk for cohesive customer service experiences.(07:09) The importance of comprehensive training for digital customer service representatives.(09:26) Adapting customer service strategies to cater to market-specific needs.(11:01) Aiming for efficiency without sacrificing human connection in customer service.(14:30) Investing in people and technology to reflect positively on customer experience.(17:07) The impact of personal touch in customer service on brand perception.Resources Mentioned:Carine McGinnity - https://www.linkedin.com/in/carinemcginnity/Aesop - https://www.linkedin.com/company/aesop/Join us at Relate, Zendesk’s biggest customer experience event of the year: April 16-18 in Las Vegas.Follow Zendesk on LinkedIn for all the latest CX trends, news, and product announcements.Sign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience