Lawrence Mitchell is the Chief Customer Officer at SumoSalad. SumoSalad is a quick service restaurant (QSR) with over 160 franchise locations across Australia. And as you'd expect for a brand like this, the in-store experience is paramount. Since we were speaking to one of Australia's only Chief Customer Officers, we asked Lawrence exactly what he does in his role. Not only that, but he also shares a great tip to ensure senior management knows whats going on at the customer level of your organisation.

 

Resources mentioned:
Conscious Capitalism (book), by John Mackey and Rajendra Sisodia.
Testing WhatsApp to communicate in a visual way on mobile devices, provided that it's used for "positive sharing".
The SumoSalad app (iOS | Android) has enabled busy professionals to order and collect much more quickly.
Start With Why (book), by Simon Sinek.

 

Key takeaways (starts at 31:51):
The side-by-side program and spending time in-store learning from customers
Knowing your Why and brand purpose
Bringing buyer personas to life
Getting the comms right by experimenting with communications channels

Lawrence Mitchell is the Chief Customer Officer at SumoSalad. SumoSalad is a quick service restaurant (QSR) with over 160 franchise locations across Australia. And as you'd expect for a brand like this, the in-store experience is paramount. Since we were speaking to one of Australia's only Chief Customer Officers, we asked Lawrence exactly what he does in his role. Not only that, but he also shares a great tip to ensure senior management knows whats going on at the customer level of your organisation.
&nbsp;
Resources mentioned:
<ul>
<li><a href="https://www.amazon.com/Conscious-Capitalism-New-Preface-Authors/dp/1625271751">Conscious Capitalism</a> (book), by John Mackey and Rajendra Sisodia.</li>
<li>Testing&nbsp;<a href="https://www.whatsapp.com/">WhatsApp</a> to communicate in a visual way on mobile devices, provided that it's used for "positive sharing".</li>
<li>The SumoSalad app (<a href="https://itunes.apple.com/au/app/my-sumo/id1162656504?mt=8">iOS</a> | <a href="https://play.google.com/store/apps/details?id=com.sumosalad.mysumo&amp;hl=en">Android</a>) has enabled busy professionals to order and collect much more quickly.</li>
<li><a href="https://www.amazon.com.au/Start-Why-Leaders-Inspire-Everyone-ebook/dp/B002Q6XUE4">Start With Why</a> (book), by Simon Sinek.</li>
</ul>
&nbsp;
Key takeaways (starts at 31:51):
<ol>
<li>The side-by-side program and spending time in-store learning from customers</li>
<li>Knowing your <a href="https://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action">Why</a> and brand purpose</li>
<li>Bringing buyer personas to life</li>
<li>Getting the comms right by experimenting with communications channels</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.