E126 - Taimoor Khan - Using Data Analytics to Improve Customer Experience & More in the Marketplace

Have you ever sold something on a marketplace, such as Ebay or
Shopee or Mercari, or maybe even Craigslist?


How was the experience? Did you find everything to be smooth
sailing or do you regret ever trying?


How can data analytics be used to improve customer experience for
sellers - and buyers - in the marketplace?


Catch the latest TAS episode to hear it from Taimoor Khan.
Meet Taimoor Khan Taimoor’s Role as a Customer Experience
Leader at Mad Paws

Taimoor Khan is the Director of Customer Experience at Mad Paws.
Since launching in 2014, Mad Paws has grown to become Australia's
largest online Pet Sitting community. They connect Pet Owners
with trusted, local, and vetted Pet Sitters. Mad Paws was ranked
#14 in LinkedIn's Top 25 Australian Startups of 2018 and won the
Australian Small Business Champion Award for Pet Services in
2019.
Taimoor’s Other Work in Customer Experience

Outside of his work with Mad Paws, Taimoor is the Co-Founder and
Non-Executive Director of Innov8 Studio, a customer experience
centred residential design agency. Innov8 Studio was founded with
the intent to bring a client-centric approach to the industry.
They believe that quality collaborative service is essential in
building lasting relationships and have over 10 years of combined
experience.


Previously, Taimoor was the Co-Founder of Beehive Design, the
first Customer Experience led residential design firm in
Australia. He has also been the Head of Customer Comms at Marley
Spoon, the Customer Service & Business Support Manager at
Gumtree Australia, and a Team Leader in Digital/Print for News
Corp Australia.
Data Analytics, Customer Experience, and the Marketplace In
this exclusive analytics podcast episode, Taimoor shares:

His volunteer work for emergency rescue & repair with the
NSW State Emergency Service

Stories that have stuck with him throughout his 9 years with
the emergency services

His role as the Director of Customer Experience at Mad Paws

If the supply-side attracts the buy-side

Whether the rating system is the key layer to ensure quality
and experience - P.S. It’s not!

Collecting data from offline

The best time to request an NPS and how they work

Implementing Natural Language Processing to evaluate reviews
at scale

A use case for how data analytics comes into play for
customer experience

Avoiding marketplace leakage

Why the visualisation and interpretation aspect of data
analytics is the most important

How customer experience has changed in the marketplace over
the last few years

What he has learned about customer experience over the years
that he wished he knew earlier on

His advice for those in the marketplace looking to improve
customer experience



If you are a data analytics professional in the marketplace
looking to improve customer experience, this is the episode you
do not want to miss.