How did you get to become an expert in your key topics?
I think that the beginning of all the achievements is desire and willingness. I started my career as a lecturer and I’ve always liked being useful and helpful to others. And this led to customer service excellence – which I believe is one of the most important parts of the promise every brand makes.
What sub-topics are you most passionate about?
I believe “Employee Advocacy” should be an important part of any business. Employees as advocates make it possible to build company trust and loyalty. People trust people more than brands. And all these becomes reality with the help of Social Media – another topic I’m passionate about. Social Media made a change in my world, showing equality in national belonging, race, location, it’s a place where every individual has an opportunity to make the most of his/her talents.
Who influences you within these topics?
What challenges are brands facing in this space?
The biggest challenge in this space is building an “employee-centric culture”, as exceptional customer experience comes out of an exceptional employee experience. Employees are as important as customers to a business’s success. I really believe that happy employees can make happy customers.
What do you think the future holds in this space?
What brands are leading the way in this space?
Disney’s CX is exceptional for me, as they refer to customers as “guests” and take every measure to treat them accordingly. Another brand with extraordinary customer service is Starbucks, a place where people enjoy consistently good service.
If a brand wanted to work with you, which activities would you be most interested in collaborating on?
What are your passions outside of work?
What would be the best way for a brand to contact you?
Via email and my social media profiles.
ABOUT THE AUTHOR
As Head of Influencer Marketing Joe's central role is to build relationships with influencers and connect them to brands. Joe is also tasked with promoting the influencer marketplace and delivering value to the influencer community.