Podcast ¦ CX Passport: The one with the customer support great day – Jordan Hooker CX OpenToWork E166

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Summary

Jordan Hooker, a customer experience specialist with over a decade of experience, shares his insights on creating exceptional customer experiences. He discusses the importance of customer support in building positive experiences and the impact it can have on both customers and businesses. He also highlights the value of customer feedback in improving products and services, and shares examples of how customer insights have led to positive changes in his previous roles. Additionally, Jordan discusses his love for food and restaurants and how it has shaped his understanding of the importance of creating great experiences.

Key Points

  • Jordan’s passion for customer experience started with his love for dining out and the role of service in enhancing that experience.
  • He believes that customer support has the power to make someone’s day better by providing exceptional experiences.
  • Jordan emphasizes the importance of customer support partnering with the rest of the organization to develop better products and services.
  • By integrating customer feedback into product development, companies can reduce support costs and improve customer satisfaction.
  • He shares an example of how a customer support team addressed a colorblind customer’s challenge, leading to an improvement in the product’s accessibility.
  • Jordan believes that customer support should be considered a customer insights center rather than just a cost center.
  • He also expresses his desire to travel to Italy for a two to three-week trip to experience the cuisine and culture.
  • Jordan’s favorite food is pizza, and he acknowledges his love for it unapologetically.

Key Statistics

  • Over a decade of experience in customer experience and support
  • Previously worked at Applied value technologies, Noyo, and Booster Fuels
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Key Takeaways

  • Customer support plays a crucial role in creating exceptional customer experiences.
  • Integrating customer feedback into product development can lead to improved products and reduced support costs.
  • Customer support should be seen as a partner to the business rather than just a cost center.
  • Personal experiences, such as dining out, can shape one’s understanding of the value of exceptional customer experiences.
  • Italy is a dream travel destination for Jordan, where he hopes to explore the cuisine and culture.
  • Pizza is Jordan’s favorite food, and he enjoys it in all its forms.


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