Customer Obsession Flashcards
Describe a difficult interaction you had with a customer
Tell me about a time when you went above and beyond for a customer
I went above and beyond for a client of mine who was trying to launch a spa business for the first time.
She had come to me to do build her PPC campaign but after doing research, I quickly realized she had very little online presence. I had paused her campaign build to really revamp her online presence by updating her website, connecting her to my friend who was working at caesars studio at the time to take photos of her facility, product and service, and I also build her logo and revamped her social media platform.
I had to explain to her no matter how many clicks you get, if you don’t have any reviews or photos, you aren’t going to get any phone calls.
After a month of launching her ppc campaign and continuing to build her online presence, she was able to consistently get bookings.
Give me an example of when you were able to anticipate a customer need with a solution/ product they didn’t know they needed/ wanted yet.
I loved pushing product when I was in Visual merchandising at Nordstrom and neiman marcus. At the end of the day, we are silent sellers. I loved accessorizing and whatever
Give me an example of a time when you asked for customer feedback.
liv on labs - image ad. Client was adamant to show the product.
I did an A/B test on different images and the on conversion was the highest on the image ad that had abolutely nothing to do with the product. it was an image of a girl with an orange but it was a very bright orange image ad.
Tell me about a time when you evaluated the customer experience of your product or service.
Tell me about a time when a customer came to you for something that wouldn’t actually address their need.
Eileen
liv on labs - image ad. Client was adamant to show the product.
I did an A/B test on different images and the on conversion was the highest on the image ad that had abolutely nothing to do with the product. it was an image of a girl with an orange but it was a very bright orange image ad.
Sometimes customers make unreasonable requests. Tell me about a time when youve had to push back or say no to a customer request.
sku count. NO the store will not fit 380 skus
Tell me about a time when you had to balance the needs of the customer with the needs of the business.
Give me an example of a change you implemented in your current team or organization to meet the needs of your customers
sku count. Jam packing 380 skus for this store will not speak to the customers for this store. The NIke Well collective is supposed to be elevated and airy and easy to navigate. The amount of product going into this store will not allow that. We will look like h&M.
