EP 251: Teaching Customers How To Use Your Product One At A Time With Tyme Iron Creator Jacynda Smith
Today, we're examining customer service that might not scale but has helped the company create massive growth.
The Tyme Iron, created by today's guest Jacynda Smith, is a unique hairstyling tool that's meant to replace both your flat iron and your curling iron so you can create a variety of styles for medium-length to long hair.
When you look at it, you get it.
But when you use it? Well, that can be a different story.
Faced with questions and even some frustration from new users, Jacynda made an interesting choice. She decided to FaceTime her customers, one at a time, and walk them through the process of creating the style they wanted to create with their new Tyme Iron.
In other words, Jacynda made the choice to do something that doesn't scale.
But instead of abandoning that choice as the company grew, she doubled down.
As you'll hear, the company now employs 5 full-time virtual stylists whose job it is to sit down with new customers, one on one, and help them style their hair with their new Tyme Iron.
I had to know how this process is managed, plus I wanted to know how investing in this premium customer experience has benefitted the company overall.
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