Out Of The Clouds

Helen Baynes on customer centricity and the power of listening

Episode Notes

In this new episode of Out of the Clouds, host Anne Muhlethaler interviews Customer Experience Specialist and consultant, Helen Baynes. (https://www.linkedin.com/in/helen-baynes-030b791/).  

Want to grow your business? "If you have a long-term ambition for your business, take your customers on the journey with you." offers Helen. 

Anne and Helen met through a close common friend and more recently had a chance to work together, as both of them are consultants who share some specific values, in particular around empathy and customer centricity. 

Helen is a Customer Experience Consultant and Strategic Advisor, based in the UK. She has worked in and around fashion retail, starting her career in management training at Harrods, before moving into online retail, in the very early days, with Net-A-Porter, where she stayed for over a decade. In her current role, she supports various companies, from fine jewelry, champagne, to  MPowder, a menopause supplement which is is very passionate about; for all of them, Helen is pioneering the digitalisation of traditional retail service values to meet the rapidly changing needs of increasingly digital consumers. 

The two discuss the meaning of key principle in customer care such as experience design, the importance of recruitment, to have happy staff and customers, and how to measure lasting relationships with your brand through retention.

Helen also shares her favorite authors, talks about the one person we should all know about, before finishing to talk about what brings her happiness. Enjoy!




Selected Links from Episode:

You can find Helen at:  https://www.linkedin.com/in/helen-baynes-030b791/

Experience Design -  https://en.wikipedia.org/wiki/User_experience_design

Service Design - https://en.wikipedia.org/wiki/Service_design

Forrester, the consultancy - https://go.forrester.com/

Nex Generation Customer Experience - https://nextgencx.wbresearch.com/

Read Tony Hsieh’s book Delivering Happiness - https://en.wikipedia.org/wiki/Delivering_Happiness

Net-A-Porter - https://tinyurl.com/wr2sx2h3

Worldnet - https://www.worldnet-intl.com/

MPower – Menopause Supplements & Wellbeing - https://mpowder.store/

Anne Sebba - https://en.wikipedia.org/wiki/Anne_Sebba

Griselda Pollock - https://en.wikipedia.org/wiki/Griselda_Pollock




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