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In each episode of Radically Personal, Gladly CEO Joseph Ansanelli connects with radically personal customer service leaders at the world’s most beloved brands. If you’re in the business of customers and curious to learn how these change agents built a radically personal service culture that drives their company’s growth, this podcast is for you.
Episodes
Wednesday Apr 14, 2021
Wednesday Apr 14, 2021
What happens when you, and the rest of the world, are forced to shut the doors to all your retail shops with a day’s notice? According to Kate Showalter, Senior Director of Customer Service at Crate & Barrel Holdings, “when you take away what you have deemed impossible, you realize what you can really do.”
In this episode, my conversation with Kate spanned across tons of interesting and though-provoking topics—from turning your contact center into a revenue center, customer service innovation and most notably, how COVID-19 has impacted their business and accelerated their digital transformation.
"We believe that if you focus really strongly on the top three pillars, if you really focus on the customer, and the associate, and the brand, that the financial strength pillar will take care of itself."– Kate Showalter, Senior Director of Customer Service, Crate & Barrel
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