AVM consulting is a branding & communication consultancy working with fashion and luxury partners worldwide.

Helen Baynes on customer centricity and the power of listening

"If you have a long-term ambition for your business, take your customers on the journey with you." says Helen Baynes, this week’s guest on Out of the Clouds. The Customer Experience Consultant and Strategic Advisor, spent her career in the fashion and online retail world, via Harrods, Net-a-porter and Cult Beauty where she deployed her talents in customer centricity. Helen is now pioneering the digitalisation of traditional retail service values to meet the rapidly changing needs of increasingly digital consumers. Her diverse clients include champagne houses to fine jewelry to wellness supplements. Helen and I had the chance to collaborate recently, which gave me the desire to talk to her some more about key principles in customer care, experience design, the importance of listening to clients, partners and customers and how happy staff leads to happy customers.

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