Pat Perdue's Customer Experience Podcast

Getting customer experience right – like really right so you don’t even know your experience has been entirely pre-thought out, planned, and rehearsed until it’s just right, is really difficult to do (If it was easy, more companies would be doing it).

This show looks at the companies, and individuals within those companies, who are getting customer experience right.  Not only do we celebrate the wins, but we go deep, get tactical, and uncover customer experience insights that you can apply to your company.  So give us a listen.  And if you like what you hear, subscribe. 

"What I love most about this show, and any interview I get to do on any of my shows, is the chance to let my guests feel free enough to brag for themselves. To say, 'Yeah, we actually rock the s*%$t out of that!'. That's when I know I'm delivering value - for them, and for my listeners."
Pat Perdue
Show Host, Producer

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Casper, The Sleep Company! Casper CX Expert Michael Kim on how the Casper Customer Experience revolutionized mattress buying, all before their 3rd birthday

SHOW NOTES

Casper.  The Sleep CompanyI’m really excited to share this conversation with Michael Kim, the Sr. Director of Customer Strategy and Planning for…Casper!  The Sleep Company!  I’m a huge fan of Casper, ever since they supported some of my favorite podcasts, including Grownups Read Things They Wrote as Kids (if you’re not familiar with that podcast, click on the link at the bottom of this note and take a listen, then subscribe.  It’s hilarious, and totally addictive).  So yeah I’m a customer, but I never accept any gifts from my clients.  So if I tell you I think they’re awesome, it’s because I genuinely do think they’re awesome.My Guest Michael Kim, Senior Director of Customer Strategy and Planning at Casper[bctt tweet=”The same reason a customer buys from Casper,is the same reason an employee will want to work for Casper – Casper’s Michael Kim” username=”@CustExpPodcast”]As Casper’s Senior Director of Customer Strategy & Planning, Michael leads Casper’s customer experience and customer-facing channel strategies. What that means is that he’s accountable for a lot of the magic that happens between when you click “buy” and when you get your bed-in-a-box.Michael joined Casper before they even got started, as in, before they launched, before his current role he was in charge of Casper’s Customer Experience team, which has earned many accolades, including a 2017 Stevie award for Customer Service Department of the Year.Our Conversation[bctt tweet=”Learn the CX secrets behind one of Fast Company’s 50 most innovative companies of 2017.” username=”@CustExpPodcast”]Michael and I talk about how the culture of Casper is what creates that great customer experience.  We explore how recruiting makes a difference, and we talk about the struggles of keeping that defining culture in the face of expansion.   Casper is a culture-from-the-ground up kind of company, so it’s difficult to parse out the specific tactics they use to keep the magic happening.  That said, there’s a lot we can learn from Casper and apply it to our own companies.About CasperCasper is a global sleep company that launched in 2014 with an obsessively engineered, outrageously comfortable mattress sold directly to consumers. Its critically acclaimed sleep surface was developed in-house, has a sleek design, and is delivered in a small, “how did they do that?”-sized box. The company is one of the fastest-growing consumer brands of all time, and its product line has expanded to include sheets, pillows, a matching foundation, and a dog mattress. Casper was named one of Fast Company’s 50 Most Innovative Companies in 2017, and its eponymous mattress was crowned one of TIME Magazine’s Best Inventions.Contact InformationTo reach Michael or anyone at Casper, their social media team is amazing.  Just tweet them @Casper and they’ll totally respond.  Or hit their website here.The Podcast I Mentioned:Grownups Read Things They Wrote As Kids PodcastAnd to Find Me:I love hearing from all my listeners and I appreciate your comments!  You can always email me at pat@patperdue.com, or hit me up on Twitter.  My handle is @patperdue.  Or you can also message the podcast directly on Twitter.