"Designing The Customer Experience" - Love with Food - Aihui Ong [COMMERCISM 2014]

TL;DR

Love With Food, a food curation company, focuses on customer experience through natural food boxes, brand partnerships, and quality control.

Transcript

hi my name is I we just remember I and we that's how you pronounce my name I'm the co-founder of love with food so today we're going to talk about how we design our customer experience so a little bit background about a company where two years old we were from batch three of 500 startups two years ago I'm very thankful they will have a very first i... Read More

Key Insights

• 🥊 Love With Food curates natural, organic surprise boxes not easily found in stores, focusing on healthier snack options.
• 👻 Brand partnerships with companies of all sizes allow for market research and nationwide product exposure.
• 🚚 Strict quality control measures ensure product safety and integrity, with a focus on packaging and delivery.
• 🐕‍🦺 Customer service is paramount, with a commitment to addressing customer concerns and ensuring satisfaction.
• 💪 Building strong relationships with fulfillment partners and emphasizing quality control is essential for consistent service excellence.
• 🥰 Events like food shows help in discovering new partners initially, but as the company grows, brands pitch directly to Love With Food.
• 😮 Leveraging celebrity partnerships increases customer experience and adds value to the surprise boxes.

Questions & Answers

Q: How does Love With Food curate its monthly surprise boxes?

Love With Food curates natural, organic products not commonly found in stores, ensuring they meet strict criteria for health and authenticity.

Q: Why do big companies like Nestle and General Mills work with Love With Food?

Love With Food's focus on customer experience and commitment to quality attracts big brands like Nestle and General Mills to utilize their platform for marketing and market research.

Q: How did Love With Food recover from the drop in quality when they outsourced their fulfillment?

Love With Food learned from the drop in quality by establishing strict service level agreements with their fulfillment partners, emphasizing quality control and customer satisfaction.

Q: How does Love With Food ensure customer happiness and go above and beyond in their customer service?

Love With Food goes above and beyond for customer service, addressing even ridiculous reasons for dissatisfaction and ensuring quick and efficient resolution through various communication channels.

Summary & Key Takeaways

• Love With Food curates natural, organic surprise boxes monthly, focusing on healthier options not typically found in stores.

• They work with brands of all sizes, conducting market research for brands and providing subscribers with new product experiences.

• With a strong focus on customer experience, they ensure quality through promise delivery, packaging, and post-delivery service.