CX Leader of the Year finalist Mark Billingham, Group CX Director at The Very Group, explains how the retailer has adapted to changing customer requirements, behaviours and preferences during the pandemic.
Online retailer The Very Group is one of the retailers that has fared best during these difficult times, finishing 2020 on a high, with retail sales rising a record-breaking 25.2% in the seven weeks to 25 December 2020. Part of the reason for its success is it was able to adapt quickly to changing online customer purchasing patterns and customer requirements.
As Group CX Director at The Very Group, Mark Billingham is responsible for all things customer at the retailer, so can certainly take some of the plaudits for the company's success. Plus he also has the unique distinction of having been a finalist in MyCustomer's CX Leader of the Year award for the past two years - so we're in no doubt that he really knows what he's talking about!
With that in mind, MyCustomer's Chris Ward and Neil Davey sat down for a (virtual) chat with Mark to learn more about how his company's customer experience plans were adapted in light of the pandemic, and what other customer experience managers can learn from the retailer's successful year.
Neil Davey was previously the editor of MyCustomer from 2007 until May 2023. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management.
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