Summary:

In this episode of the Experience Revolution podcast, host Dave Murray speaks with Katie Osborne, co-owner and vice president of marketing for Alpenhaus. They discuss the evolution of Alpenhaus, a family-run business that has expanded from a ski shop to a retailer of various outdoor fun products. Katie shares insights on the importance of customer experience, the tools and processes they have implemented to enhance service, and how they engage employees in this mission. The conversation also touches on the significance of recognition and awards, the impact of the Customer Experience Executive Academy (CXEA), and the continuous improvement mindset that drives Alpenhaus forward. Katie offers valuable advice for newcomers to the customer experience field, emphasizing the need to start small and focus on pain points.

Takeways:

• Alpenhaus has evolved from a ski shop to a diverse outdoor retailer.
• Customer experience is woven into the fabric of Alpenhaus.
• Tools and processes are essential for delivering great customer experiences.
• Engaging employees through videos and role-playing enhances service standards.
• Recognition of employees for service excellence is crucial.
• CXEA provided valuable insights and tools for success.
• Continuous improvement is necessary for maintaining high standards.
• Internal communication plays a key role in reinforcing customer experience.
• Anecdotes of exceptional customer service highlight the company's commitment.
• Starting with small, manageable changes can lead to significant improvements.

Chapters: