In today’s episode:
If you’ve ever wondered what intentional customer experience for a beauty brand should look like, you’ll love this episode of the Let’s Talk About CX podcast.
We sat down with good friends and clients of LTVplus, RoC Skincare, to discuss modern beauty standards and how they turn customers’ expectations into memorable experiences. Stacy Smithey, the Senior Manager of Customer Service & Ops Support at RoC, spills all the tea.
RoC’s winning CX goes beyond efficacious products and skincare solutions. It prioritizes customer feedback, uses AI intentionally, and ensures quality assurance at every step to deliver a personalized, end-to-end customer experience that drives revenue—not just resolves tickets.
What you’ll learn:
- 0:00 – Teaser
- 1:27 – Guest and topic introductions
- 2:48 – Prioritizing customer feedback & satisfaction
- 4:39 – The evolution of product knowledge in the modern beauty consumer
- 7:24 – The importance of personalized support in the beauty customer’s experience
- 11:17 – Why quality assurance matters in beauty CX
- 14:15 – The role of customized AI agents in enhancing customer support
- 20:03 – Behind the scenes of AI integration: How businesses can seamlessly deliver hybrid support in CX
- 25:26 – Positioning CX as a revenue driver rather than a cost center
- 29:49 – Top tips for beauty brands to enhance customer experience
- 32:48 – Rapid-fire round
This episode is a must-watch for CX and Ops leaders at beauty brands looking to boost customer satisfaction and use AI in their customer experience.