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How Pura Vida Built & Maintains a High Performing CX Team | DTC eCommerce CX Best Practices with Dan Brady
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I can’t believe Dan gave these CX insights for free! Learn how Dan Brady a CX Leader at Pura Vida has created and maintained an exceptionally motivated/ high-performing CX team.
His approach: focus on the employee experience! If you want to improve your CX team's performance, boost morale, reduce turnover, AND make happier customers… this episode is for you. After hearing Dan’s approach to CX it’ll be no surprise why this leading Shopify brand has absolutely crushed the customer experience!
The TYCA Podcast is brought to you by Wonderment - the retention Swiss army knife used by hundreds of leading Shopify merchants including The Ridge, Bokksu, Chomps, and Jones Road Beauty.
Wonderment is the easiest way to proactively set expectations on shipping timeframes, automatically update customers with delays, and measure shipping expectation vs reality across the business. Check out www.wonderment.com today.
Watch the video format of today's episode here.
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Timestamps ⏰
(0:00) - intro
(1:50) - Who is Dan Brady and Pura Vida?
(4:23) - How did you get into CX as a profession?
(7:50) - The “5 Pillars” of a Great CX Leader
(10:15) - Wonderment - the #1 CX Swiss Army Knife for Leading Shopify Brands
(11:28) - How do you structure and build a high-performing CX team
(15:28) - Is it taboo to outsource a CX team? Why has Pura Vida chosen to outsource?
(19:00) - Keeping the average time to first response as low as possible
(20:48) - Advice for hiring great CX team members (Advocate)
(23:45) - The core tenants to fostering a high-performing CX environment
(28:54) - what tools are necessary to enable a CX team to be high-performing?
(33:20) - Advice for merchants who may not have a highly motivated CX team or need to change the course
(37:50) - Pulling it together… What is Pura Vida’s overall approach then to CX?
(41:50) - Dan’s #1 takeaway for a CX leader listening who wants to improve their team performance
(43:30) - What was the state of the CX team at Pura Vida like when Dan started 2 years ago and how did he approach keeping team morale high while transitioning from the previous leader
(47:40) - How Pura Vida is Collecting feedback from customers and then taking action on it
(53:00) - What has been the biggest lesson learned in serving the CX team at Pura Vida?
(55:45) - What is Dan most excited about in 2023 for Pura Vida?
(57:00) - Coming soon: Pura Vida’s SMS Support Channel
(59:00) - Closing thoughts
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