1. Experience-driven passion: Jannik's interest in customer experience (CX) started with his own desire to make lifelong memories, which prompted him to thoroughly investigate customer service and e-commerce.
2. Customer connection: He emphasizes the significance of customer input from several sources and appreciates deep ties between consumers and the goods they buy. Jannik regularly interacts with consumers by going to stores to learn about their experiences firsthand.
3. Tailored customer service: Jannik thinks that customer care representatives need to have a customer-focused attitude. He stresses that in order to provide a casual yet polished approach to every client encounter, agents should embrace the brand's nautical-inspired tone.
4. Various communication channels: LAKOR uses a variety of communication channels, such as email and social media, but their website and Instagram are the most important touchpoints for interacting with customers.
5. Empathy-driven strategy: LAKOR's customer service philosophy is based on empathy and firsthand knowledge. By focusing on how they would like to be treated in comparable circumstances, Jannik and his group make sure that problem-solving is done with consideration and empathy.
Meet Jannik Wiggers, the E-Commerce and Customer Service Manager at LAKOR!
LAKOR is an apparel brand that specializes in unique designs. Their mission is to prod their customers’ creativity and to inspire people to explore the world around them. Inspired by the differences between the idyllic Danish coastal culture and life in urban areas, they are connecting nostalgic classics with urban trends to create a unique product line that is fashionable in urban environments and hopes to inspire to go to places where the Wi-Fi is weak.
Jannik's journey into customer experience (CX) stems from a personal passion for creating memorable moments. "I've always been interested in designing great experiences,” he explains. This inclination to craft positive experiences and what this requires naturally extended into his professional life, leading him to explore the field of customer service and E-Commerce more deeply.
Driven by curiosity, Jannik chose to delve into the fundamental aspects of human perception and interaction with his studies.
This academic pursuit provided a theoretical foundation and better understanding for his practical interest in experience design. For Jannik, the transition into the CX industry was a logical progression, aligning his personal interests with professional opportunities in a field dedicated to understanding and enhancing human experiences.
What Excites Jannik
Jannik still loves the human aspect of CX. "Really, it's about creating meaningful connections between people and the products that they buy," he explains.
Jannik takes pride in LAKOR's loyal customer base, valuing feedback from various channels. "I just really enjoy, the feedback that we get, both from our customers’ reviews on Trustpilot, but also from time to time chats with our customers in the brick and mortar stores," he says.
Despite being based at LAKOR’s headquarters, Jannik makes efforts to engage directly with customers, occasionally visiting stores to hear firsthand about their experiences with LAKOR's designs and service and actively using this feedback to develop LAKOR’s CX.
At LAKOR, customer service agents play a crucial role for the story we are trying to let every customer become a part of. Jannik emphasizes the importance of putting the customer first.
"Firstly, it's really important that a CS agent has their own personal touch. Essentially, what we are looking for in a CS agent is a customer oriented mindset that values what it means for somebody to purchase a piece of garment and in the end enjoying wearing that piece of garment," he explains.
He also describes their customer service style as having a “maritime inspired tone of voice”, trying to convey a relaxed yet professional approach to every issue. This unique approach requires agents to naturally embody the brand's voice while engaging with customers. The goal is to bring a story to life around each garment and the associated service, creating a comprehensive experience that goes beyond the mere transactional nature of buying clothes.
Communication Channels
LAKOR utilizes various communication channels to engage with customers, mirroring industry standards. "We utilize a lot of channels to communicate with our customerbase. Facebook….Instagram…good old Emails," Jannik explains. However, he identifies their website and the brands’ Instagram profile as the most crucial touchpoints for customer interaction.
LAKOR's approach to customer service is rooted in empathy and personal experience. "We often think of ourselves. How would we like to be treated when there is a problem with the product or service?" Jannik explains. This perspective forms the foundation of their customer engagement strategy, ensuring a considerate and understanding approach to problem-solving.
This balanced approach allows for consistency across different platforms while maintaining a personal touch. Jannik emphasizes the importance of aligning their response strategies across all channels, from brick-and-mortar stores to online platforms. He concludes with a key principle of their service philosophy: "Always exceed your customer's expectations."
LAKOR takes a measured approach to incorporating AI into their customer experience strategy. "We are incorporating it where it makes sense," Jannik states, emphasizing a focus on the overall customer experience. He acknowledges the current limitations of AI, noting, "It has its pitfalls, but on the other hand, AI can optimize so many repetitive tasks and save valuable time."
The company's strategy involves careful integration of AI technologies where they can enhance efficiency without compromising service quality. Jannik recognizes the growing importance of AI in shaping future customer interactions, saying, "We know that AI will also make out a big part of customer experience [in the] future." This forward-thinking approach allows LAKOR to balance technological advancement with their commitment to personalized customer service.
What's the 1 tool your CX Team couldn't live without? Gorgias.
What is the most important quality when it comes to hiring a new CS Agent? Natural personal touch.
Last book/podcast that you found interesting?Marketingpod by Halfdan Timm and Kristian Tinho
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