Callie DePina on Creating & Nurturing the Member Experience

Be Customer Led

“The most important piece of the puzzle is empathy and truly understanding the people you're designing experiences for.”

This week on Be Customer Led with Bill Staikos, we had a great talk with Callie DePina about establishing and fostering the member experience. Callie is the vice president and head of member experience at ButcherBox, a company launched in 2015 with the purpose of making high-quality meat more accessible.

Throughout the episode, we dive into ButcherBox’s approach to member experience and some important takeaways from Callie’s experience.

[01:37] Callie's Background - Sharing her journey so far, Callie explains her role at ButcherBox. Moreover, she mentions several practices they follow there.

[12:25] Metrics – Callie discusses the metrics they employ to identify and quantify the impact of their members.

[18:00] Journey Mapping - Callie presents their approach toward journey mapping and mentions its significance.

[21:23] Experience Management – Callie highlights the most crucial aspects of experience management.

[25:11] The Future – Callie describes the direction she expects experience management will take over the next few years.

[28:14] Advice From Callie – Callie gives the listeners two essential pieces of advice on nurturing the member experience.

[31:18] Inspiration – Callie shares the role models she admires and the sources of her inspiration.

Resources:

Connect with Callie:

LinkedIn: linkedin.com/in/smithcallie/

Check out ButcherBox: www.butcherbox.com

ButcherBox discount: if you want to become a new ButcherBox member, ButcherBox is offering listeners $30 off their first box by using the discount code: CALLIE30.