The one where they sell smiles - April Obersteller E95

🎤True customer love in “The one where they sell smiles” with April Obersteller Director of Global Experience for woom in CX Passport episode 95🎧What’s in the episode?...

👉Even startups need to focus on CX from the beginning

🧑‍🌾When the founder picks up the customer service line while he's mowing the lawn

🤯Wow! Turning off the customer support phone line?! 

✌️"I love data and I love humans"

💰Customer Experience creates tangible business result success

💡Go beyond phrases and get REAL about investing in your employees

👰You think your customer is hard? Try having brides as your events customer!

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

💭“It's incredible what happens when you just remind a person…I got you and we're going to figure this out…There's a lot of power that happens in that moment.” - April

Episode resources:

woom web: woombikes.com

Social media: @woombikes on all platforms

April LinkedIn: www.linkedin.com/in/april-obersteller-1104

Transcript

Rick Denton: 0:05

You're listening to CX Passport, the show about creating great customer experiences with a dash of travel talk. Each episode we’ll talk with our guests about great CX, travel...and just like the best journeys, explore new directions we never anticipated. I'm your host Rick Denton. I believe the best meals are served outside and require a passport. Let's get going. I grew up in Austin, Texas, USA. For those that haven't been it is a unique place in Texas, rolling hills, beautiful trees, wonderful lakes, not what most have in their mind when they visualized Texas. Before I got my driver's license, I would hop on my bike on a Saturday morning and ride all over the city often not returning until the evening, the chance to discover new corners of my hometown the freedom of having the ability to go anywhere that my legs and stamina could take me. That was the true love of cycling. That's one of the many reasons I'm excited to talk with today's guest April Obersteller Director of Global Experience of WUWM coming to us today from Austin, Texas. I get to combine my everlasting love from my hometown with a reminder of the wonderful delights cycling brought to me there. By the way, I said Director of Global Experience. That's a global experience for both employee experience and customer experience. It's built right into her title. I love seeing those two worlds united under one leader. There's a quote from April's LinkedIn profile. I am obsessed with the customer and employee experience and believe you will see positive business results by investing in people and their full journey. This hits right at the heart of how I think customer experience is at the root of business success too. I always value getting the chance to talk with someone who knows that customer experience and employee experience isn't just unicorns and rainbows. It's tangible business success. I heard about whoom through their customer experience entry in a recent North American customer centricity competition, the heart for the customer and the real passion for why they do what they do came out loud and clear. And yeah, I know passion is an overused word, but you'll hear it come through sincerely when you learn more about April's experience and vision and the overall wound story. April's role today comes after driving customer experience at a widely loved brand Yeti, and event hospitality experience. Before that, we're gonna hear more about how that career path influences her today at woom. woom is a multinational company, which is always a delight to this podcast hosts hard given the word passport is built right into the name. It'd be fun to hear April describe the challenges and joys of working with a global employee and customer base. April. Welcome to CX Passport.

April Obersteller: 2:47

Thank you. I'm so excited to be here.

Rick Denton: 2:50

It is going to be fun. And yes, I am talking with April from the Central Texas region today. She's making me jealous because I can't be there. But she's there. And it's so awesome. April I mentioned and alluded to cycling and the wound name in the intro but purposely didn't explain why I wanted to listeners to hear directly from you. Would you start off by telling me just a little bit about what wound does?

April Obersteller: 3:12

Absolutely, I'd be happy to. So I think and you know, a very practical sense, right? Will designs and creates and builds and delivers these amazing children's bikes. If you ask anyone inside a room, we would often say that we fell smiles, not just That's awesome. So it's very much I mean, we get to see it day in and day out. So these incredible products we get to bring to our customers and to the world is really that vehicle to deliver this incredible experience.

Rick Denton: 3:48

Oh my gosh, I feel like of course, we're not going to end the podcast there. But I just love the idea of ending. So smiles. I've never heard that. That's really, really neat. And so one of the things when you and I were talking about early on, and I know that I've talked with startups, and when I'm talking to them about customer experience, I'll hear this phrase, you know, Rick, it's so important, when we just can't focus on it. Right now we're focused on growth, we're focused on product development, acquisition, or just anything else, we'll get to that CX stuff eventually. You know, in talking to you earlier, you have a much different view you shared with me that womb had that similar focus on customer experience from the beginning as well. How did how did you know that was true at womb? And why should customer experience be foremost in the minds of an early startup?

April Obersteller: 4:34

Yeah, no, I think I obviously I'm very aligned in regards to I think it can, it should be prioritized and not just prioritize because other things aren't important. It's just, if you can really place it at the center from the get go. Um, every strategy, every initiative, every focus, it always has that connection to the people you're serving. And so I think there's a lot of power in And a lot of impact that comes from it. And so that's essentially, you know, when I was approached about this opportunity at womb, you know, I did my I did my due diligence and looking at kind of checking out those YouTube videos, checking out articles, and really was trying to understand the values of womb, and right smack dab in there the keys to success. It was, it was delivering an amazing customer experience. And so I knew if it was, if it was important enough to put into what everything they go by, it was important to him. And then of course, it was took about 10 seconds to hear directly from the founder. Okay. And that was, I mean, it, you know, he described how he started, you know, how he started whoom. What was important to him, and it was that beautiful story of the customer service line was his cell phone number. And he, you know, has memories of him mowing his lawn on a Saturday, and then answering that phone call, and stocking what he was doing to take care of the customer. And it was so important to him when he was talking to me that, that continued. And that so it wasn't about making it important or changing strategy to put the customer at the center. It literally was in the founders, you know, mind and his actions. And he wanted to see that carried out as the company grew.

Rick Denton: 6:38

I love that story, the idea of okay, I'm just mowing the lawn. And suddenly, the phone rings first. I mean, you could have just said, the story could have been, hey, the customer service line was the founders mobile number. But then to say, I'm here to Saturday, and I help restore that customers relationship right there. So it's an important one, but there's all sorts of trade offs associated with that, right? If you can't not focus on product, you can't not focus on growth. But how is it that focusing on customer experience enables that and I almost want to ask why do other startups not do that? But let's not say that why? Why has it been so important? A woman How is it really kind of manifested wombs success by focusing on customer experience so early?

April Obersteller: 7:22

You know, I think, I think so much of the founders and, and really just how we operate today, we have a really deep belief in the word and, and so it's just from the start, it was never a choice. It was never going to for us to accept quality, or quantity, no. And everything that we did, it was really pushing against the grain to enter the word and in it and make that a cornerstone. And so it's, it's not should products be prioritized? Or should we spend more time investing in these things. It's, can and always will be.

Your CX Passport Captain: 8:02

This is your captain speaking. I want to thank you for listening to CX Passport today. We’ve now reached our cruising altitude so I’ll turn that seatbelt sign off. <ding> While you’re getting comfortable, hit that Follow or Subscribe button in your favorite podcast app so you never miss an episode. I’d love it if you’d tell a friend about CX Passport and leave a review so that others can discover the show as well. Now, sit back and enjoy the rest of the episode.

Rick Denton: 8:28

It's very much anyone who has done improv classes improv training, that's very much the spirit of that, that you never say no, you always say yes. And then take that for it. So maybe your founders were coming out of the improv space. You know, that may be another story that we can explore some other time. Take me into like, I'm trying to visualize a meeting where there might actually be that that trade off discussion that it's difficult. How do you make that prioritization decision with the customer experience with the product? And I keep picking on product? It could be anything, how do you keep that customer at the focus? When the classic story of a startup is there's just so much going on? So many pressures, so many stressors? How do you keep that customer right at the center?

April Obersteller: 9:09

Yeah, I think it's, it's number one. I mean, I think it's really important to you know, as you as you grow your leadership team, I think that's a first of all right. And typically a typical structure right customer service or customer experience will live under a function and whether it be sales, whether it be operations, right and so that was a big deal whenever they said okay, what is the structure of just our core leadership team, and having someone that represented just the customer or just in a we look at customers, internal and external, which, you know, we could talk about seeing that who is representing the human in the room, there is never a discussion there is never a taskforce that does not intentionally have Can someone representing the human experience and just that alone allows us a whole tour, they're accountable for it. And if for some reason a meeting happens, where we're not in there, or that's not represented in some form or fashion, and allows us to say, hey, we're not complete, and and we know the output won't be complete, just because that as well,

Rick Denton: 10:22

oh, man, I really love this, we need to stop talking about the Amazon cliche empty chair for the customer story, we didn't talk about the womb that that you've got. Let's just Let's update our storytelling. And let's talk about the woman here. So we're talking about customer experience and that aspect of it. But I mentioned this in the title that you've got this global experience focus, and you even said the word human there and guess who are a lot of the humans in the company, right their employees. And so plenty will talk about the fact that you can't deliver a better customer experience than what you provide and customer experience, employee experience. But those words simply aren't enough. So why is that connection between employee and customer experience, so important for you important enough to you that you knew that it had to be inside of one role?

April Obersteller: 11:06

Hmm. I mean, I think I live the journey. I mean, I'll say that in my, my past roles as well, I have, I have seen what it looks like, whenever there is there's just, we aren't getting the right tools, we aren't creating the right space, or the right experience for our team members, the direct impact it has on the customer. And there's so many things right that that could be included in there. And it was in that journey that I realized, and I just stopped and said, yes, it's important to focus on the customer. But if I do not take care of our people who are taking care of the customer, we're just gonna lose. And we kept losing, we kept missing it. He kept. I mean, it was so frustrating in this experience and building it out, be an Intel, which was stopped and we said, okay, it's okay, if we actually turn off the phone line for a couple hours. I know, I'm not customer friendly for you. But it was in that moment, where we needed to have a team as to, as to recalibrate, right. So, so essentially, it's been, it's been a life that I left, and then I saw what happened afterwards, I see what happens when you're able to stop and be able to identify what your internal team needs in order for them to do the job that they want to do, which has served the customer. I mean, if you hire the right people, right, and they thrive in this, they want to frustrated them when they can't. And so after literally seeing that journey, and then starting to do it on a very strategic way, and having it been built into it, then you start seeing the connections. I'm a tech I'm a tech expert by nature, I love data. And I love humans. I'm your combo

Rick Denton: 13:02

in the same brain! Wow. Okay,

April Obersteller: 13:05

but but you know able to connect it see how that know your engagement score connects to your your sees that in your contacts per order. And to see that replicate over and over again, it not only made sense in the results, but also, you're just creating this environment that people get to come and do what they want to do, which is serve the customer or to do I mean, it's not just about that end customer, right to create the product. For the customer. It just goes hand in hand.

Rick Denton: 13:37

Oh, my gosh, I've got like four or five follow up questions that I want to ask you. Let me try to set my brain here for a second. I want to get back to that story, actually. So the the actual decision that we've come to the moment that we are going to shut off the phones. And that's a big deal. I mean, that's a really big deal, especially for and depending on which brand you're talking about, you know, consumer products or whatever that is right. That's a big, big deal. How did you get to that point? How did you make that decision that right now it is critical for the employee experience that we've got to make this this decision?

April Obersteller: 14:11

You know, it's I love it, you can appreciate it because it is if you see me talk to someone not in the CX space, it's like, okay, you shut off the phones but...

Rick Denton: 14:19

no, no, no,

April Obersteller: 14:21

no, no, no, no, it's a very big deal. And it was, it was a no, no, I mean, it was very much this is not what we do. And I think honestly, like everything right? When you hit a certain escalation point, only it's just can't quite crack the nut in regards to how do we solve this thing. I was also in a position where I didn't know how to solve it. I couldn't say this is what we're going to do a B, C, D E to death. It really was that moment as I believe in this team, they are on the ground. They I think they know how to do this. It's not me saying this what we do. It's How are we going to do this together? And that is literally what happened in that room with that phone off for a couple of hours saying, Okay, how do we get just one step further. And that's right. When we were in a position where we had a lot of phone calls in the queue, we had a lot of emails in that email queue. And they knew, they just started saying that we can do this, maybe we can rotate teams here, maybe we can, it was just, it'll always be a milestone in my career to be able to look back at that and saying, number one, we're in it together. And again, if you create the space, for ideas for creativity, for innovation on how to solve what might seem like an unsolvable problem, and you can do it, I mean, you have to create the space though,

Rick Denton: 15:47

man, again, now you're taking me to others, the idea of creating that safe space, creating the ability at the time, and just the the the ability to even just simply think, and it's amazing would be unlocked. There, we've got a whole nother podcast that we could go down that there was one other thing you said in there, though, actually several, but one that I want to key off of, and you talked about being able to tie some of these employee experience, metrics to business metrics. And I alluded that earlier, right, that it's not unicorns and rainbows. This is real business success. How did you go about doing that? So I think that's one of the big challenges in customer experience and employee experience is finding out how do I tie that to business results? How do you do it?

April Obersteller: 16:29

Yeah, I mean, number one, again, tough talk about space, right? I was given the space to, to experiment a little bit, say, I think this connects here. You know, I'll go back to that engagement survey, right? I think this engagement survey will connect potentially with CSAT. But not just to customer satisfaction, it's great if you're gonna be not satisfaction, but maybe you have, you know, a 200% contact per order. And that's not a great customer experience. And so it's also connecting that are we making? Are we doing this in a way that is, you know, operational efficient? And so it had to be both of those days, and then we just started tracking. And, and that is what we see. Right? Whenever we are, we are at that higher level of engagement higher level of Do they feel equipped, you know, having those kind of surveys as well? Do you have the tools that you need? And then you literally see it in the results. And we've seen it when it's not, when it's goes goes lower? We're able to compare it. So it's just a matter of mapping out, what do we think connects? And then trying it and figuring out those trends? And Gosh, darn it, we did, and we're able to keep that crazy high CSAT. I mean, which is averaging 98 99%. And then month over month and able to, you know, we're a startup to scale up. So that CPOE is a big deal, right? How are we doing this in a way that's not this crazy operational spend, and we're not growing our service, the same levels, we're growing our sales, right? We've seen the opposite. It's reducing and reducing and reducing. And that's knowing that we're on the right track there.

Rick Denton: 18:12

You keep saying these things that keep making me want to ask you more. But I won't ask a question. But I will emphasize a point that you said there. And it was the idea of well, we just kept tracking it. And we kept monitoring it and we kept doing something about it. Right? That's a lot of times there can be this energy around. Okay, let's, let's look at this thing. And then we get all excited about it, then we move on to the next thing over here and move on. Next thing you actually have described, no, there was a sustained, disciplined approach and a focus on employee experience because of the belief that it would impact customer experience, because that would impact business results. And that sustained approach to it is something that I really heard coming out of that now. Let's get tactical, right? Because the you have a heart for the employees, you talk about those kinds of things. And people talk about investing in employees. And for some that's pool tables and lunches, although we're seeing less and less of that, right. But that's just one of those phrases, investing in employees, what is what is investing in an employee to then create a great employee experience? What does that mean to you?

April Obersteller: 19:08

You know, I, we talk a lot, and then it's maybe in our customers where they're at. And in order for us to meet them where they're at, we have to know where they're at. And so that was one of the top priorities and our voice of customer program. Again, it serves both our external and our internal, it's the same person leading it for a very specific, specific reason for that. Um, so we were able to, you know, not just through a survey, it's talking with them. There's always open, you know, pipeline where they can say, hey, what about this? So we're trying really hard to understand, what are people need? What are people want? What are their non negotiables? What are they like to see more, right? We're really intangible assets and all of that. And then we do that. That is not in our strategy. You know, and if, if, if we try something and we've done that, or like, oh, it'd be so cool if we did this and turned out Nope. Actually, that's not something that they disappeared. Even though we thought it was cool idea. And our people wanted the biggest things, you know, outside of, you know, there was many different ways how do you prefer to, you know, be recognized or shown recognition or appreciation? Yes, things that came through and that it was so simple and things that we totally overlook, like, you know, just getting a handwritten thank you now, you know, like, and, and our people love lunches, right pool tables, lunches, they, they just love being with each other and breaking bread. And so it's let's make sure we have a potluck or a movie night like, it's just those things and it's, they'll evolve, and they keep listening. And that will build our strategy off of what they tell us.

Rick Denton: 21:01

I want to offer you a little change of pace here. So let's, you talked about it's nice to break bread together. It's nice to you know, enjoy, not just do the work side of things. Well, the same thing is true when we're traveling, when we've got our passports out. It's nice to hit the first class lounge if we have access to it, and today we have access to the first class lounge. So let's have a little fun here today. What is a dream travel location from your past?

April Obersteller: 21:25

Isla Mujeres 30 minutes away from Cancun. It's paradise to me.

Rick Denton: 21:32

I had a friend who just went there. That's the one that's you'd have to take a ferry to get there. Right? Just North American. Okay, tell me. Tell me a little bit more about that experience because it's a small island. Are there even cars on the island? What's the what's the scene like?

April Obersteller: 21:45

there are cars, but it's small. I think it's six miles all the way around. It is. I live in Wimberley, Texas. And so it's, it's like the little small community outside of Austin. That's the East was just on the water. And it's just dreamy and it's friendly. And it's beautiful. And it's our it's our paradise.

Rick Denton: 22:08

And listeners April and I are both talking to each other while we're both in Texas, just different regions of it. It's actually cold for us as Texans here. It's in our 40s Fahrenheit 50s Fahrenheit. And so dreams of Mexico and dreams of Isla mo Harris Yes, I can see why that would be a very special place to you right now for sure. What is a dream travel occasion you've not been to yet.

April Obersteller: 22:31

I really love to go to Maine and just Maine in the fall and experience it again right to Texas we don't get the changing colors of the leaves.

Rick Denton: 22:41

Leaves change colors? What is this?

April Obersteller: 22:42

I know....so that's that's one place I'd like to go

Rick Denton: 22:49

I had I had a couple projects up in New England so got to do some leaf peeping up there and it's certainly very nice Acadia and so let's keep in the bike theme here for a second Acadia National Park is up in Maine and it is a beautiful place to bike. So when you go to Maine do your leaf peeping, but make sure you enjoy doing some hiking there as well.

April Obersteller: 23:07

I will do that.

Rick Denton: 23:09

What is a favorite thing to eat?

April Obersteller: 23:12

I mean, my husband cooks a very mean brisket. Again, we're from Texas. So that is that smelly? He will smell like brisket for three four days and

Rick Denton: 23:28

so it's the meal and then the the aroma for days. Yeah. Does he have a smoker out back? Is that what's his way of going about doing it?

April Obersteller: 23:37

He does, he, sure does. He will stay up all night. And so I know also he'll be a little sleep deprived, but he's a serious he's also who's born and raised in Texas, so excellent and takes it pretty serious.

Rick Denton: 23:50

Now I bet I've got some listeners that are now pulling up their Google Maps they're looking to see where Wimberley Texas is and they're just going to find some weekend and see if they can find smell where the brisket smoked. What on the other side April What's the thing your parents forced to heat but you hate it as a kid?

April Obersteller: 24:07

I honestly I don't know if they forced me. But I grew up a lot around the smell of it, which I could not stand when I was a child and it was brussel sprouts.

Rick Denton: 24:17

Amen.

April Obersteller: 24:18

So but weirdly it's one of my favorite foods now. I'm so funny how that happens.

Rick Denton: 24:26

I've had too many guests I'm gonna say that now too many guests that hated brussel sprouts. So they're my friends. And then they grew up to love it and I just don't understand I don't understand people I can't identify with it. can identify you? What is one travel item not including your phone that you will not leave home without

April Obersteller: 24:43

my lip balm. I'm a lip balm girl. I have it strategically placed this file just in case I forget it. There. It's in the person's in the car. That's me

Rick Denton: 24:59

in the intro, I mentioned that your background has events and hospitality in it. And so how has that experience influenced how you approach customer experience in a consumer products company today?

April Obersteller: 25:12

You know, the majority of my time with events, it was around wedding coordinating. And so yes,

Rick Denton: 25:20

there's an intense customer right there.

April Obersteller: 25:23

Exactly, I mean, I spent just about 10 years, um, and so well over 1000 weddings. And I think I didn't even know it at the time, you know, we hosted three, four events during the weekend time period. And I wasn't so funny, because on Thursdays, our first rehearsal day, that morning, I would be selling the venue to doing tours. And then I hop into rehearsal. And then I would coordinate the wedding the next day, but I would do the rehearsal of the next days in the morning. So I didn't even realize how much practice I was getting from having to quickly shift, recognize who I was, you know, serving at that time, right. And that bride was very different than this bride. And this mother was very different witness mother, and just having to exchange this hat, that never losing sight, that it was that person's most important day. And I'm, I'm, that's one of my gifts and my talents to be able to bring calm and a storm, and to be able to laser focus on who's right in front of me. And so I am forever grateful of that, because that's what I get to do. And also I don't think it's impossible me say, Yeah, every person matters. And I'm going to talk to every person, because I got to live that for so long. And I saw how important it was,

Rick Denton: 26:52

I'm stumped a little bit as I think what that must have been, like 10 years in that space within I laughed and joked at the beginning of that's an intense customer, right? There's shows created about that customer and how intense that customer is, there's a phrase that is refers to that particular customer. Is there, I'm curious, and it's okay, if not, but I'm wondering, are there any stories that you have, from that time, where there was a particular relationship that was restored, and I use that particular specifically, you didn't fix an issue, but you restored a relationship or something went awry. But by focusing on the customer, you're able to restore their relationship?

April Obersteller: 27:30

I mean, I think many, quite honestly. And it was about, right, a lot of times I think with weddings or just with anything, right? There's, there's a lot of noise, and a lot of things you really important in that moment that maybe aren't. And so it was being a partner and just grounding them, of our why, why are we here? Right? Like, what it sounds, you know, it's you bring in I know, the Simon Sinek was at that time, right? But it was just grounding in, why are we here. And, and that was so much a piece of those experiences of just that refocus. That restoration. And it was pretty cool when you saw it happen. Because the noise is real. It's always there,

Rick Denton: 28:17

stuff. And so now I can like with that story that you're describing, and kind of calming. And so you're not just a event specialist and a hospitality leader, you are a therapist, you're everything that's there, I see how that applies into your customer experience, customer service employee experience world, because I imagine when someone's calling that has a concern about a woman bike, or there's an employee that's having a particularly rough moment, helping them do exactly what you described there. I imagine you channel those experiences, from your events, time to be able to do that.

April Obersteller: 28:49

100% And honestly, I'm surrounded by a team, you know, with my eax and my CX team, that that's your gift as well. And so it's incredible to see that happen all the time. I mean, I'll hop into college just because I just love I love hearing those I know you're like come on, but it's I hear it all the time. And it's incredible what happened when you just remind yourself or not remind yourself that you remind the person whoever you're engaging with, I got you. Yeah, and we're gonna figure this out. And something could catastrophically be wrong, but I'm with you in it. And there's a lot of power that happens in that moment.

Rick Denton: 29:35

Listeners, I know it's a an audio podcast, but if you could have seen the smile that went across April's entire face, not just her mouth, but her face when she was describing listening to those calls. That's the passion that I was describing earlier. This is sincere This is not fluffernutter I can see that delight when she's able to go in there and and have that conversation with the customer and just listen and be able and what's the first thing that customer wants to know when you You want to have a problem? Well, they just want to be listened to. And I'm hearing that through and through April, I'm looking at the clock. And we're kind of coming close to the end of time here, which disappoints me because remember, I had seven other questions from before, I'm not going to be able to get to. But I want to go back to that global aspect of Well, I didn't mention it. But you know, you and I just talked before we hit record here that you just got back from Austria. And that was a work trip. Right? So the womb is a global company, with global employees and with global customers, how do you go about creating great employee and customer experience when you're dealing with that wide spectrum of a global employee and customer base?

April Obersteller: 30:36

Yeah, and, you know, for woom A, quite honestly, most of our, our team is in Austria. And so it's the first time that I've worked for a company where the majority of our team and our customers are in a country outside of the US. And so that alone, right, it was that shift does, I'm not only creating a structure, we're able to have that gut check of awareness, right? Who am I serving, how's my own biases, how is my own my own, you know, maybe preferences and influencing this and influence in the direction that I'm getting. And so that was a big piece of editing really surrounding myself, right, because part of my job is to be able to help with that guidance. But making sure I have a team and that is that can go check me on that. And hey, that might not work here. Or that our customers? You know, they don't they don't maybe like to, you know, have this over the top? You know, are those follow up calls? That would be weird to them? Right. So I think that was a big piece of it is making sure that we had the right team in place that we are able to represent truly the customers, again, both internal and external that we're serving. And we've gotten it wrong, you know, and so it's also allowed space for that to say, that didn't land, and how did that happen in the first place? And then again, how do we change it, to make sure we're, we're doing our job and serving the people we're supposed to be serving. So it's a continuous effort, I will say

Rick Denton: 32:09

that I can appreciate and that's the themes that I heard there, again, listen and act, right. You're listening, and then you're doing something about it. But it's doubling and tripling down on that. Listen, not understanding who you are, in your experience that you're bringing the situation may not be with that person experiences and their background is and that blend and understanding how that all weaves together in the great tapestry that would be a global company and a global customer base has to be fascinating. And it's actually at the root of why even do this global podcasts. Your perspective there April. If others wanted to learn more about whoom, or about you and your customer and employee perspective, how can they learn more?

April Obersteller: 32:49

Absolutely. So I mean, just woom or@woombikes, and that's our handle on all the beautiful platforms. And there's lots of cool things they put out just not only woom, just cycling in general, and all the things that we connect that. So definitely connect there. And then I'm most frequently on LinkedIn. And so just at April Oberstller, you'll find me there, I try to not only share the beautiful things I'm learning but also I'm bringing in what else I've seen in the CX and EX space.

Rick Denton: 33:20

That's fantastic April, I'll get all that in the shownotes listeners. So scroll down, click the links and you'll be able to learn more about whoom and have a have a perspective and listen to what April has to say there on LinkedIn April. It's been fantastic talking with you today love getting the global perspective love getting the employee perspective, the hospitality, all of that. I did mention that I'm going to be in Austin next week. So if I smell brisket if I wander to Wimberley, I may be heading your way. But today, I thank you for being on CX Passport. It's been a great time having you on the show.

April Obersteller: 33:50

This has been so much fun. Thank you so much for having me.

Rick Denton: 33:56

Thanks for joining us this week on CX Passport. Make sure to visit our website cxpassport.com where you can hit subscribe so you'll never miss a show. While you're at it, you can check out the rest of the EX4CX website. If you're looking to get real about customer experience, EX4CX is available to help you increase revenue by starting to listen to your customers and create great experiences for every customer every time. Thanks for listening to CX Passport and be sure to tune in for our next episode. Until next time, I'm Rick Denton, and I believe the best meals are served outside and require a passport.