Clare Muscutt talks with Melissa Moore about frontline customer service and dealing with bullying in the workplace

Melissa Moore, Founder of The Retail Advisor, joins Clare Muscutt
on the Inspiring Women in CX podcast to talk about the moment she
realised she’d been in CX all along, putting on her “brave pants”
and launching her own podcast, ‘The Retail Tea Break’, the
disjunct that exists between those in the “ivory tower” and our
frontline workers, and how we must engage, empower, and listen to
our frontline workers if we wish to ensure long-term success in
business.


 


Listen in to the full episode as Melissa talks about…


Her route into CX and realising she’s put the customer at the
heart all along


Starting out on the shop floor and how this ‘operational
grounding’ informs her role today


The disjunct between the ‘ivory tower’ and those working on the
frontline (and how the pandemic accentuated the sense of ‘us
versus them’)


Experiencing bullying within the workplace and how she channelled
this pain into power


Why we need more “joined-up” thinking to engage and empower our
employees long-term


️ The importance of focusing upon qualitative and quantitative
research, and service KPIs, as opposed to ‘productivity measures’


 


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community for women in Customer Experience, head over to
www.womenincx.community/membership