The Peak Experience: Prioritizing Customer Experience with Wildgrain | PS Podcast | Ep 7

In the podcast, Ismail Salhi, Co-founder and CEO of Wild Grain, emphasized the significance of prioritizing customer experience in their business. He explained that the main differentiator for online brands is the customer experience they provide, and that building trust over time ultimately leads to customer retention.

 "The reason people come back is because of the experience they have and the trust they've built with your service over time," said Salhi. "And that was kind of the starting point of the theory. And then we gained confidence in that theory over time as we were seeing results in investing in customer support."

Salhi also discussed the tangible results they have seen from their focus on customer experience, including impressive retention rates and increased customer order frequencies. He explained that this was achieved through various efforts, such as making their website user-friendly, ensuring prompt and empathetic customer support, and over-delivering on customer expectations.