Podcast ¦ CX Passport: The one with the new studio – Jessica “JP” Posey, Senior Director of CX for Kit E217

Key Takeaways

1. Customer Experience (CX) should be viewed as a growth engine rather than a cost centre for businesses.

2. The concept of “kit studios” was created to provide creators with accessible spaces for content creation, bridging the digital and physical customer experience gap.

3. Investing in video production facilities can enhance customer experience and offer competitive differentiation in crowded markets.

4. Customer feedback is integral to shaping business strategies and evolving products; technology can streamline the feedback process.

5. AI tools like Interpret help synthesise large volumes of customer feedback, providing actionable insights for product development.

6. Strong CX leadership involves fostering a culture of trust and open communication, enabling candid team feedback.

7. Improving customer service interactions, such as through phone support, can yield significant ROI.

8. Employee experience is crucial; satisfied employees are more likely to deliver exceptional customer experiences.

9. CX leaders champion the voice of the customer and collaborate across departments to enhance business objectives.

10. Continuous evolution and adaptation, including integrating third-party applications, is essential in a technology-driven landscape.

11. Understanding cultural differences in a global customer base requires curiosity and effective communication.

12. Personal touchpoints, like setting clear expectations for team members and customers, significantly enhance interaction quality.

Key Statistics

• Kit operates as an “email first operating system for creators.”

• A phone support pilot program delivered double-digit ROI.

• Kit has tens of thousands of one-on-one customer interactions monthly.

Key Discussion Points

• Differentiating customer satisfaction from revenue generation as business growth drivers.

• Kit’s strategic evolution from ConvertKit to Kit and alignment with their mission.

• Challenges in creating cohesive CX when expanding into physical locations.

• Impact of remote work on team dynamics and CX delivery.

• Using data science to quantify and act on customer feedback for product enhancement.

• The role of CX in building brand loyalty and customer retention.

• Integrating customer voices into broader business strategies and decision-making.

• The potential of physical spaces like kit studios to cultivate creator communities.

• Nurturing psychologically safe workplaces where feedback is encouraged and valued.

• CX investments yielding both cost savings and revenue opportunities.

• The positive influence of employee experience on the overall customer journey.

• Strategies for clear communication within diverse, global teams.

Podcast Description

The CX Passport podcast explores the relationship between customer experience and business growth, focusing on innovative strategies that transform ordinary interactions into meaningful connections. In this episode, host Rick Denton welcomes Jessica JP Posey, Senior Director of Customer Experience at Kit, to discuss the evolution of Kit Studios, the importance of customer feedback, and the impact of employee satisfaction on delivering exceptional experiences.

Listeners gain valuable insights on fostering a culture of collaboration, leveraging technology for actionable insights, and creating cohesive customer journeys across digital and physical platforms.