Episode 1 - Whole Foods

Focus on Customer Service Podcast

Here’s something that no one can ever take away from Natanya Anderson, the Global Director of Social Media, CRM and Customer Service for Whole Foods Market: She is the first-ever guest on the Focus on Customer Service podcast! And she definitely didn’t disappoint. Some of the most quotable moments of the inaugural episode include: • “We really want to put the customer at the center of everything.” • “I only want to make something better, faster, stronger if it benefits the customer.” • “I see [customer service] as another place for us to really stand out, for our customers to think, ‘I’m going to get the best possible service at Whole Foods.’” • “I want people to have such great experiences with our customer care team that they want to tell other people about how great the care was and then how much that makes them an advocate for Whole Foods Market.” • “Every social media channel you open is a channel for care.” Here are the highlights of Episode 1 and where to find them: (2:48) Whole Foods’ philosophy toward customer service, and the role it plays within the company (5:15) Is Customer Service the new marketing? (6:00) How to create better customer outcomes (7:00) Natanya’s day-to-day role (9:07) How Whole Foods keeps 700 social media platforms organized (12:20) Brand consistency vs. local flavor (17:47) The role of response time (21:25) Natanya’s advice for those starting out in social care (25:50) What Natanya likes to tweet about when she’s not at work To nominate other brands to be featured on the Focus on Customer Service podcast, please use the hashtag #FOCS.