Casper. The Sleep Company
I’m really excited to share this conversation with Michael Kim, the Sr. Director of Customer Strategy and Planning for…Casper! The Sleep Company! I’m a huge fan of Casper, ever since they supported some of my favorite podcasts, including Grownups Read Things They Wrote as Kids (if you’re not familiar with that podcast, click on the link at the bottom of this note and take a listen, then subscribe. It’s hilarious, and totally addictive). So yeah I’m a customer, but I never accept any gifts from my clients. So if I tell you I think they’re awesome, it’s because I genuinely do think they’re awesome.
My Guest Michael Kim, Senior Director of Customer Strategy and Planning at CasperThe same reason a customer buys from Casper,is the same reason an employee will want to work… Click To Tweet
As Casper’s Senior Director of Customer Strategy & Planning, Michael leads Casper’s customer experience and customer-facing channel strategies. What that means is that he’s accountable for a lot of the magic that happens between when you click “buy” and when you get your bed-in-a-box.
Michael joined Casper before they even got started, as in, before they launched, before his current role he was in charge of Casper’s Customer Experience team, which has earned many accolades, including a 2017 Stevie award for Customer Service Department of the Year.
Our ConversationLearn the CX secrets behind one of Fast Company's 50 most innovative companies of 2017. Click To Tweet
Michael and I talk about how the culture of Casper is what creates that great customer experience. We explore how recruiting makes a difference, and we talk about the struggles of keeping that defining culture in the face of expansion. Casper is a culture-from-the-ground up kind of company, so it’s difficult to parse out the specific tactics they use to keep the magic happening. That said, there’s a lot we can learn from Casper and apply it to our own companies.
Casper is a global sleep company that launched in 2014 with an obsessively engineered, outrageously comfortable mattress sold directly to consumers. Its critically acclaimed sleep surface was developed in-house, has a sleek design, and is delivered in a small, “how did they do that?”-sized box. The company is one of the fastest-growing consumer brands of all time, and its product line has expanded to include sheets, pillows, a matching foundation, and a dog mattress. Casper was named one of Fast Company’s 50 Most Innovative Companies in 2017, and its eponymous mattress was crowned one of TIME Magazine’s Best Inventions.
The Podcast I Mentioned:
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Until next time, make every customer experience, a GREAT customer experience.