Neil Adams is Head of Customer Service at Furniturebox.co.uk and today shares his experiences of working with a rapidly expanding business. In this interview, Neil talks about the customer journey of expectation when ordering a product and how customer service teams need to step in when that journey is interrupted and course correct to bring the customer back to the delight of receiving the product they purchased.
Furniturebox.co.uk has grown rapidly since their founding in 2019, and today are expanding into North America and Neil also shares the different expectations and needs that North American customers demand compared to those in the UK.
In this video you will find:
- 00:00 Introducing Neil Adams, Head of Customer Services, Furniturebox
- 02:24 Selling to existing customers
- 03:53 Furniturebox’s story from founding in 2019 to today
- 05:32 The channels Furniturebox sell on
- 06:38 Furniturebox’s growth
- 08:22 Building customer service with the right team
- 10:48 Understanding customer emotion in customer service
- 13:15 How customer feedback can remove cost from the business
- 15:44 Why innovation is key in customer service
- 19:09 Furniturebox expansion to North America and how customers differ from the UK
