Advisory Board Member Profile
Director Customer Care
Areas of Expertise
Customer Experience Strategy, Your Customers, Their Journey, Customer First Culture, Accelerate & Improve Decisions with Data
Steve Mannix has been in the customer service business for more than twenty years. In that time he has worked in the following industries: retail, education, food & beverage, and investment real-estate. In the retail and food & beverage industry the customer experience resonated with him, and he quickly began to offer suggestions that would improve the experience by focusing on a customer retention strategy. The main suggestion and approach that Steve took was to look inward at the staff first, and to evaluate if the company’s culture was in alignment with a customer first culture. Years were spent improving this process, setting up employee engagement surveys and adjusting performance metrics to be in alignment with the customer’s satisfaction scores and sales contribution.
In the more recent years of his career Steve spent his time working with big data from call center entries to help Auction.com uncover new opportunities to improve the customer experience. These opportunities included improvements to the website, mobile app, education portal for customers, and the service provided by the call center. With these improvements made, Auction.com has continued to experience double digit revenue growth rates every year for the past five years.
Steve’s current focus is to help companies harness the power of a customer first culture by developing a customer experience strategy that looks at “Their Journey” as a fluid journey with multiple entrants and contact point requirements that create the ideal experience to optimize their revenue potential. We are all consumers, and we all benefit if companies harness their ability to create a customer first culture.