On this episode, Michael Costello, CEO of GNC, emphasizes the importance of the customer experience in providing personalized support to customers. He also discusses the impact of customer experience on business growth and the challenges of creating a sticky online experience. Plus, a deep dive into the implementation of AI in customer service, the approach to innovation, and the importance of customer feedback in shaping product strategy.

Key Takeaways

• The importance of customer experience in driving successful business growth
• The role of GNC's coaches in providing personalized support to customers
• Challenges and opportunities in creating a sticky online experience
• The impact of consumer behavior on the health and wellness sector
• The evolving role of AI in customer service AI can improve customer service efficiency while still considering the human aspect of customer needs.
• Innovation strategy should be driven by customer health journeys and needs, with a focus on solving specific problems.
• Customer feedback plays a crucial role in shaping product strategy and maintaining brand loyalty.
• Leadership involves staying connected to the consumer and ensuring a customer-centric approach to decision-making.

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