Johann Kim is the Founder and Managing Director of Pigeonhole, a series of quirky and designer-esque retail stores throughout Australia. We talk to him about how a retail business like Pigeonhole is able to deliver consistent customer experiences when they have so many different store formats. We also talk about culture and how Johann's passion for delivering amazing service permeates through the business and enables staff to develop relationships with their customers.

 

Key takeaways (starts at 21:46):
At its heart, customer experience is emotive; it's about how your customers feel.
Create a positive internal culture by focusing on friendship and family values
It's okay to break the rules sometimes if it keeps you enthusiastic and that resonates with customers.

Johann Kim is the Founder and Managing Director of Pigeonhole, a series of quirky and designer-esque&nbsp;retail stores throughout Australia. We talk to him about how a retail business like Pigeonhole is able to deliver consistent customer experiences when they have so many different store formats. We also talk about culture and how Johann's passion for delivering amazing service&nbsp;permeates through the business and enables staff to develop relationships with their customers.
&nbsp;
Key takeaways (starts at 21:46):
<ol>
<li class="p1">At its heart, customer experience is emotive; it's about how your customers feel.</li>
<li class="p1">Create a positive internal culture by focusing on friendship and family values</li>
<li>It's okay to break the rules sometimes if it keeps you enthusiastic and that resonates with customers.</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.