S1E01: Transforming Customer Experience in the Industrial Sector w/ Christina Garnett

Episode Summary:

In this episode, we dive deep into the world of customer experience with Christina Garnett. She shares valuable insights on the importance of consistent customer touchpoints, the significant role of social media in shaping customer advocacy, and strategies to break down industry silos for improved customer service. We also discuss the foundational elements of marketing and customer care that remain essential despite evolving trends and technologies. The episode highlights HubSpot's impact on business practices and the importance of continual learning and adaptation in today's business environment.

Key Topics Discussed:

Customer Experience in Industrial Companies: Insights into the challenges industrial companies face in adopting customer experience concepts.

The Importance of Consistent Customer Touchpoints: Discussion on the necessity of optimizing all customer touchpoints and collaboration across various teams.

Social Media's Role in Customer Advocacy: How social media platforms, especially during and post-COVID, have transformed customer advocacy and engagement.

Breaking Industry Silos for Better Customer Service: Exploring the challenges of siloed departments within companies and the need for integrated approaches to customer service.

The Evolution of Marketing and Customer Care: Addressing the foundational elements of marketing and customer care that remain constant despite changing trends and technologies.

HubSpot's Impact and Adoption in Business Practices: Examining the role of HubSpot in business transformations and the importance of education in the adoption of new business tools.

Christina Garnett

Founder | Fractional Chief Customer Officer + Consultant @ Pocket CCO

Christina Garnett, a customer-centric leader, spans experience across Fortune 500 companies, startups, agencies, higher education, nonprofits, and small businesses.

Committed to ensuring customer satisfaction and brand affinity, she excels in program optimization, problem-solving, and strategic positioning across social media and community engagement.

Emphasizing authentic connections, Christina leaves an indelible mark on brand-customer interactions in the evolving digital landscape.