09 May 2021

Season 2, Episode 16. Own the Customer Experience with Katie Mares 

Katie Mares knows first-hand the challenges brands have when launching & maintaining their brand from customer acquisition through in-person interaction. Using her experiences as a Chief Operational Officer, building company infrastructure, and designing customer experience programs, Katie is now a leading voice inspiring positive, actionable change for Permashield USA.


Katie has earned her Master’s in Adult Training and Development and is a Certified Training & Development Professional. As a Certified Speaking Professional, Katie has inspired audiences around the world to think differently about customer service and leadership for companies such as Volvo, Honda, and Celebrity Cruises. She has imparted skills in these large organizations to change behaviour, which has had a positive effect on the experience offered to customers and team members. When Katie is not at her computer or on stage speaking, she can be found on the water with a fly rod in hand, on a yoga mat, or in a shoe store!


[00:01 – 10:13] Breaking the Script Through Service and Experience 

  • Natalie introduces Katie and the two talk about how they met
  • Why Katie is so passionate about Customer Service
    • Everyone is someone else's customer
    • Katie shares a story that opened her eyes to the importance of customer experience

[10:14  – 15:22] Capturing the Attention of the World’s Most Influential Consumer     

  • Men communicate with logic whereas women communicate with logic and creativity
    • Industries need to start thinking with their heart rather than transactionally
  • Being ‘Others Focused’
    • Seeing and treating others as individuals

[15:23 – 19:00] Where Can Business Start When Creating Customer Journeys?  

  • Identifying the touchpoints of the customer journey
    • Start by looking at the moments in which the customer does business with you
    • Observe the customer journey and begin modifying what needs changes
  • We can’t fix what we don’t realize is broken  

[19:01 – 23:17] Creating a Measurable Customer Journey   

  • Looking at your Net Promoter Score
    • People will only recommend businesses that they enjoy doing business with
  •  Looking at overall customer satisfaction
  • Increased conversion rates
  • Sales 
  • Giving the customer a voice in your leadership meetings
  • Speaking to your customer


[23:18 – 26:05] Closing Segment

  • Final words from Katie
  • Connect with Katie Mares! Links below


Tweetable Quotes:

“The thing you need to focus on is being ‘others focused’. It’s to focus on the customer and fulfilling what their needs and wants are and not what you need or want.” - Katie Mares

“The whole world revolves around humans. Somebody is always somebody’s customer.” - Katie Mares

“If you have a chance to interact with somebody, make their day.” - Katie Mares

“One of the beautiful things about connecting with women and not seeing them as a threat is that you actually expand each other’s knowledge by getting in the same room together.” - Natalie Born 


You can connect with Katie on LinkedIn, Instagram, Facebook, and Twitter. Or visit her website   


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