Bamboosh CEO’s guide to the customer experience and its importance
Bamboosh’s CEO and serial entrepreneur, Luke Walker, has compiled his guide to creating excellent customer service, and the secrets behind continually out-performing the competition to reach industry infamy.
Understand the interaction through the customer’s POV
In a world that is continually developing, digitally, entrepreneur, Luke Walker is eager to ensure that the Bamboosh brand ambassadors can keep up with the big players in the game. The firm focuses on providing elements of immediacy, personalisation and convenience to their customers – after all this is what the modern consumer wants.
“We know that it’s important to monitor current marketing trends, the British public isn’t afraid to say what they want from a buying experience. By recognising this we are in the best position to create a positive customer experience,” stated the business owner.
Identify and understand the customer journey
Walker details the importance of monitoring an entire customer experience, from start to finish. The entrepreneur explores the concept that many businesses only focus on specific touchpoints throughout an interaction, yet at Bamboosh, brand ambassadors are encouraged to focus on everything.
“Each customer experience has a multitude of levels, and it is not just the interaction with a sales representative. Customers begin thinking about a purchase from a friend’s recommendation or noticing our ambassadors at pop-up marketing events – and that is something that needs to be capitalised on,” continued the entrepreneur.
The advantages of focusing on customer experience is invaluable, declares Walker. A survey conducted by McKinsey found that customer levels of satisfaction was 73% more focused on the entire process, rather than a straightforward interaction. The business owner is eager to continue the development of customer journey’s within Bamboosh and is hopeful other firms will look at the entire journey, rather than smaller touchpoints.
Luke Walker is an entrepreneur from the New Forest, in Southampton who came into to starting a company in April 2014 at 24 years of age. Walker has had a significant influence from his Father who is a successful entrepreneur having spent many years working with the most notable names in the Furniture Industry. As an entrepreneur, this has allowed Luke to experience many things with a passion such as travelling, seeing many sporting events and consulting many other businesses across the UK and USA.