00:03
Ciaran
Hello and welcome to Customer Friendship Conversations, the show where we bring you the latest trends, tools, and insights into delivering customer experience as it’s meant to be. I’m Ciaran Nolan and I lead relationship management for Dixa. We’re talking about all the latest trends on the show today in more ways than one, because I’m joined by Becky Hickey, the head of customer service at Oliver Bonas. If you’re one of our British listeners, then odds are you’re already familiar with the independent, British lifestyle store, but for our international listeners or those of you not in the know, they’re a beloved company that sells everything from clothing to gifts and homewares. When it comes to a brand known for high quality like Oliver Bonas, customer expectations can skyrocket. It can make maintaining such a stellar reputation all the more important. But founded in 1993 and coming up to a 30th birthday later this year, Oliver Bonas are obviously doing things right.
00:53
Ciaran
But how? I spoke to Becky about what exactly their secret is. Becky, welcome to the show. Thank you so much for joining us. How are you doing?
01:03
Becky
I’m really good, thank you. I’m very happy to be here, so I’m glad you asked me.
01:07
Ciaran
Yeah, we’re delighted to have you as well. I know here at Dixa, when we had the opportunity to partner with such a prestigious and well known British brand such as Oliver Bonas, were thrilled to have you as one of our clients, and I’m even more thrilled to have you on this week’s podcast, joining a whole stream of some of our other amazing clients. So thank you so much for taking the time. So why don’t we just get right into it? Why don’t you introduce yourself, Becky, and tell us a little bit about you.
01:33
Becky
Cool. OK. So, yeah. I’m Becky. I’m Head of Customer Service at Oliver Bonas. I’ve worked for the brand now for just over four, coming up five, years. So, yeah, it’s kind of been a nice journey, starting off in the same team, which is always good because I think you find your foundation straight away and then start working out what needs to be done amongst the team. So, yeah, made my way up. Started back after kind of having time out from having kids. So I feel like this is like my second come in, like, my second career. Yeah, it’s been brilliant. Really enjoyed it. And here I am now. Yeah, head of the department, which is great.
02:12
Ciaran
So you took some time out in between. What role were you doing? Obviously you were doing a role which might have been even more busy in raising a family. What were you doing prior to that?
02:23
Becky
Yeah, so before that I was working in PR, in beauty PR. So, yeah, still very much kind of communication, working on a brand, really kind of pushing it for the customer to see the best side of it. So although it’s slightly different, it feels as though it’s been kind of like the perfect grounding that I had to then move into this role. So, yeah, busy few years out, having kids and then back to it.
02:48
Ciaran
And that transition from being a full-time mum to being a full time mum, as well as a full time head of customer service, how have you found that and how have all of our Bonas supported that, for example?
03:00
Becky
Yeah, no, it’s been brilliant, actually. I think working for a brand such as OB, we’ve got such a variety of team members and different ages, and we’re kind of really empowering in that with that kind of family life or any kind of individual life. That is busy outside of your work life, I think, as well, working in retail, you’ve always got that flexibility because it’s seven days a week, it’s all hours of the day, so there’s always going to be an hour that you can find that suits you for working. So, yeah, that’s been great, actually, especially when I first started with them, my kids were a bit younger, so I was happy to work kind of the weekends because it meant that I could sort of shift the childcare. I guess I was able to work at the weekends and my husband picked up the load.
03:48
Becky
But, yeah, once they got older, it just meant that for me, there was even more flexibility in terms of hours. So, yeah, it’s been really smooth sailing.
03:55
Ciaran
Which is great for me. I sit in a really lucky position in that I get to work and speak to leaders across our entire customer base, across Europe and across the world, actually, of really cool, innovative companies. And the one thing I always say, and this was also my previous role, when you speak to leaders and you speak to teams like I do, you get a real insight into what it’s like to work for different organizations. And the feeling I get every time I speak to people at Oliver Bonas and your executives, I know I’ve spoken to your manager in the past, and whatnot is just such a warm, welcoming feeling that really reflects the brand. It actually is the same feeling I get when I visit your stores, which I do very regularly. So it’s really nice to hear stories like that. That does actually ring true across the boards.
04:45
Becky
Yeah, I think so. Yeah.
04:46
Ciaran
So if you’re living here in the UK and listening to the podcast today, you probably definitely know who Oliver Bonas are. It’s a super well known brand. You guys are at all the key locations. I walked past your store this morning in Canary Wharf. You guys have stores pretty much all over the place. If I haven’t heard of Bonas, why don’t you tell us a little bit about absolutely, yeah.
05:09
Becky
So as you said, I think our stores are really key. Especially those station stores, you know? They are – just like before I started working for Oliver Bonas that was always my thing was the store at Waterloo was the place that I always stopped off to get a card or present for somebody en route to meet for lunch or dinner. And I think that’s what a lot of people know us for is that kind of gifting side of things. But, yeah, we started off actually, it’s our 30th birthday this year, which is really exciting. So we’ll be celebrating that in September. So, yeah, 30 years of OB starting off in stores and it was just an idea from Ollie, our founder, and it’s just gone from strength to strength. We came online and I think it just expanded because parts of the UK where we haven’t got our stores, people are now getting to know us.
06:02
Becky
And that word of mouth as well, and obviously through COVID as well, it meant that were able to reach so many more people online. I think everyone during COVID wanted to refurnish their house, so yeah, so kind of that’s US fashion homeware gifting, beauty, jewelry, furniture as well, which is really popular. So, yeah, something for everybody.
06:22
Ciaran
Yeah, you really do. And I think on the gifting piece, if I sit where I’m sitting in my apartment, which I bought during COVID I look around and there’s just all of our Bonas pieces throughout. Either bought myself or gifts or your matches that I love in a little jar. And I was joking before this, I found this lovely gift I got for Christmas. I think I have two or three of yeah, I would say most homes has something from Oliver Bonas in, it is fair to say.
06:52
Becky
I mean, my home’s covered. I’ve got pretty much a shrine around me.
06:57
Ciaran
Yeah, I love it.
06:58
Becky
Yeah, there’s always something. I think my house is so much more colorful and joyful since working for Oliver Bonas. It’s lovely. There’s no plain kind of white walls, everything’s got something colorful on it. Just makes me happy, which is great.
07:12
Ciaran
Yeah, amazing. I actually have my eye on the lovely bar cart, which is one of my next purchases that I’m looking at Oliver Bonas. So, listen, as I mentioned, it’s very obvious speaking to your team being in your stores, Oliver Bonas has really puts the customer front and center in what you do. So why don’t you tell us a little bit more about the Oliver Bonas approach to customer experience and customer friendship and what that looks like.
07:37
Becky
Yeah, so for us, I think we’re really honest and transparent with our customers and that’s something that I’m really passionate about. And I think when you’re kind of a big shopper yourself and passionate about retail, everybody’s experience different things. And I know as a customer myself, what feels good and what doesn’t feel good when you’re speaking to a brand. So for me, I’m always saying to our team, it’s about that kind of open, honest, transparent conversation with a customer, because I just think if you have that human touch, they feel reassured straight away. Nine times out of ten, sadly, in customer service, you’re getting those phone calls or emails because something’s upset a customer and you need to take that seriously. And I think that’s something, as I said, that we’re really proud of, that we listen and we care and we always want to fix it.
08:26
Becky
We’ll never turn around and just say, no, I’m sorry, there’s nothing that we can do. We’re really flexible in our approach and I think customers feel that in store as much as they would feel shopping online with us. So, yeah, definitely having that kind of transparent approach, even when something’s gone wrong, hold your hands up and we’ll own it and we’ll say, we can see what happened there, but you know what? Let’s fix it. Let’s get this sorted for you.
08:50
Ciaran
I love that, I really do, because I can see it in your stores and the approach of the people you hire and how you develop. Your stores are lovely places to be. They’re really nice. And I’ve visited loads of them in my time. In my previous role, I traveled across the UK quite a lot and spent a lot of time, a lot more time than I would have liked in train stations. So I’ve been to a lot of the stores. How do you take that approach from a store and bring that into a customer experience team who might not be with your products all day, every day? How do you do that?
09:25
Becky
Honestly, it’s a challenge, but I think we’ve got it right. I’m quite sort of proud to think that we have such a close relationship with our retail team. We speak to our area managers all the time. Another initiative that we do is store visits. So for my customer service team, who, as you said, are working purely online, they’re not surrounded by the products all the time. We organize for them to go into store, so they’ll spend a certain amount of time every couple of months in store with the team, sometimes just working on the shop floor. Other times it’s to go in and do training and just spend a day with the manager. So that’s really good. I think the other thing that works for us is that our support office is with our warehouse, which is brilliant. So as a team, we still get to see all of our products because the warehouse is there, we have meeting rooms kind of full of all of our products.
10:22
Becky
So, yes, customers get in touch and they want to know a bit more information. We can either pop downstairs, have a look in the warehouse location ourselves, or we know there’s a meeting room somewhere that’s got the furniture in or the dresses hanging up that we can just go run, have a look, and that’s quite fun. For the team as well. It takes them off the phone. It means it’s not so boring. They get to actually go and look and feel and touch and give that honest feedback to a customer when they need it. So, yeah, we’re quite lucky. We’ve got some really nice things in place.
10:51
Ciaran
Yeah. I personally, a number of years back, worked for Ikea and did some customer experience work there and I was based – the Customer Experience Center was in the store, so when things would – you would get something in, I’d be like, I’m going to go actually look at that. Because now me and DIY and putting stuff together absolutely do not go hand in hand, but me and logic do. So I’d be like, I’m going to go look at this bookcase and understand what part might be missing, take a picture of it, send it back to them. And you instantly even with small things like that, I guess you build trust with customers that you’re not speaking to some faceless person who is just on an email, just on a phone, trying to burn through work, which I think we could probably name ten or 20 brands we’ve had that experience with.
11:38
Becky
Yeah, it’s a real shame.
11:39
Ciaran
Yeah. I guess you would use it as a differentiator for your team and your company.
11:45
Becky
I think so, absolutely. Yeah. I mean, it’s great. It just means our team can give that extra bit of service that you wouldn’t normally get. They can go and they can take a photo of something, they can take a video of something and send it to a customer. It just brings that bit extra, I think, to that relationship.
12:01
Ciaran
So, from a perspective, I know you’ve taken over the head of customer service role within the last year and you’ve inherited a great team, which I’m sure you’re very pleased by, but you’ve been in that team as well for quite a long time. What were some of the things you were looking to achieve yourself in transitioning into the head of customer service role for such an iconic and well known brand?
12:22
Becky
Yeah, so I think in customer service, we’re the keeper of so much information. We’re the first people to hear any product feedback, any issues that might be going on, whether it’s something with the website or any kind of lovely feedback as well. We do get that. I know I said earlier, nine times out of ten, it’s the kind of negative things that we get, but we do get people contacting us with really lovely feedback and reviews. So for me, it was about capturing all of that data and I think that’s where you guys came in as well. I knew that were sitting on so much useful data that our teams would be able to harness and I wanted to do something with it. And I knew that we could help our web fulfillment team when looking at kind of our service in terms of deliveries and returns.
13:09
Becky
I knew that I could help our fashion teams with the feedback that we get on product quality or fit or sizing. And we’ve had the home and gift team as well, all of our furniture and lovely artwork that we do and everything. We get so much feedback. And so, yeah, I was just kind of itching to get going on that to think, okay, what’s here? What can we look at? And by looking at that, I think you can really help to structure kind of a strategy for moving ahead. The customer is key for our brand. They’re our buyers, so it’s what they say counts and it’s making sure that we can utilize that now. So, yeah, that was my main thing that I really wanted to get myself going on.
13:52
Ciaran
So what I’m hearing is you were looking to take the data but make it actionable.
13:57
Becky
Absolutely.
13:58
Ciaran
Yeah. I love that. And how has the business reacted to that?
14:01
Becky
So it’s really helpful, I think, especially if we start to notice a trend in anything. A great example, Christmas fast approaching. I mean, pretty much Christmas all year round for us. It’s all we think about. We’re always looking at kind of tracking our data in terms of our delivery timescales. Orders get so much busier over Christmas and we want to make sure that we can obviously fulfill customers expectations in terms of our delivery. So something like that is something that we would track all the time in terms of our contact that we’re receiving and how quickly customers are receiving our products. And with that data, we’re able to look whether it’s on a daily or weekly basis and track and think, okay, do we need to shift our timescales a little bit here? Because we can see that customers are contacting us about our deliveries and wondering where they are.
14:53
Becky
The tracking has increased. So that’s kind of where positively we use it quite reactively and quickly because we can think, okay, we need to stop here, take hold and see if we need to change anything. I guess as well, product wise, we do get customers absolutely raving about a certain dress or a certain pair of earrings, and it’s sold out so quickly. And we’re getting hundreds and hundreds of contact today saying to us, when’s it back in stock, we really want it, we love it. And that’s such great feedback and data to be able to give to the teams, to say to them, look, everybody’s asking for this, they’re loving it. When will it be back in stock? Will it be coming back in stock? And even if it isn’t, because sometimes our fashion is just one run and that’s it. So even if it isn’t, there’s always something new coming.
15:43
Becky
So again, we can then give that reassurance back to the customer and say, look, we’re really sorry this has sold through. However, do you know what? Hang tight because this is what’s coming next and you’re going to love it. So, yeah, it’s great. We’re really reactive, we’re really forward thinking and people come to us a lot now. They want to know, they’ll say, have you had any feedback about this? Tell us what you’ve got, how are we looking with this? Give us some more information. So, yeah, I’m really proud of that because it’s grown within this past year, which is great.
16:15
Ciaran
I love that. I actually never thought of that because I do know that some of your fashion is one run and it’s through which I know some of my female friends love that because it means that it’s more unique. But I can guess some of them might see the odd famous person wearing Oliver Bonas clothes. And I know that you’re very lucky to have a lot of very high profile famous people wear your clothes. And I’d imagine stuff sells through very quickly then. And I actually never thought that your team can really be a trusted partner or friend and say, hey, this isn’t here, but this is on the way, or why don’t you check this instead? I love that. That is customer friendship at its best.
16:53
Becky
Absolutely. Yeah. And you know what, we ring round stores, we find out as well if there’s any in stock elsewhere and we’re sort of virtually running around the country for customers sometimes trying to find that one dress.
17:06
Ciaran
Yeah, I love it. That’s excellent. And I guess when we’re talking about fashion, we’re at a point right now where there’s a lot of choice out there and I know a lot of people, definitely, I actually right now, have a return sitting in my hallway for a Nike pair of shorts that isn’t the best fit. Returns is something that in every direct to consumer business I speak to, is a challenge, without a doubt, and it’s definitely also a large cost. What way do you approach that within the business and within customer service to ensure that maybe the returns don’t need to happen with sizing? How do you approach returns at Oliver Bonas? Because I know that is something that is quite a large challenge for a lot of direct to consumer businesses.
17:51
Becky
Yeah, absolutely. I mean, it’s always on our radar and I think you’re right. I think across the board at the moment, in retail, it’s definitely something that’s being looked at really closely. I think for us, it’s on our radar, but it does feel slightly different in terms that our fashion, for example, like I said, we’re not fast fashion. We produce our clothing and sometimes once it’s sold through, that’s it. We then go on to the new stock or a new season. So for us, I think we have that customer loyalty because they do know it, they know that’s how we work. I think our stores as well, they’re always really well stocked with fashion and we’ve got changing rooms customer servicing stores are really good. We always encourage to try on. We have a fashion expert in every store who kind of knows about the fit of everything.
18:40
Becky
So we try to educate, I think, the customer when they’re buying so that you are reducing your returns in that way. I think that’s key, having as much information, whether it’s in store or online in terms of the fit, the sizing, the material and having good photography, which we do online. So all of that really helps, I think, with that return rate to make sure that customers aren’t having to order and look at it and think, do you know what? Wow, that looks completely different. And talking about data earlier, we look at that as well. We look at our return reasons and then if there is anything that we think, okay, returns are quite high on that product, they’re all coming back with the same reason. Again, we’re pretty reactive with stuff like that to look and whether that’s adjusting the description we’ve got on the website or the kind of the fit so that we can instantly kind of fix anything.
19:32
Becky
But yeah, you’re right, I think it’s something that we’re all keeping an eye on at the moment in retail.
19:36
Ciaran
I love that approach and what you’re saying around the fashion expert in every store, but also the information available online, it’s like very much thinking about solving the problem before it becomes a problem. And I know from visiting your stores with some female friends and trying on stuff. I think actually I was in your St. Alban store recently where one of my friends had a really lovely experience there and got a lot of help even on a very busy Saturday and walked away very happy with something that they were confident in wearing. Because I know that’s obviously very important as well. So Becky, our listeners might be interested to know, how did Oliver Bonas come about partnering with Dixa?
20:10
Becky
I knew that we’re sitting on so much information and so much data and we’re just struggling to kind of really be able to utilize it. What were having was kind of quite basic and we wanted to drill down a lot more. We also wanted something that could filter queues for us. We have so much contact, so we also support our stores as well, which is great. So our store teams can ring us at any time as well if they’ve got any issues or if they just want some reassurance for a customer in store. And we wanted them to know that they could get through to us quickly. There’s nothing worse than being in store and you’ve got a customer in front of you and you want to be able to help, but you just need a quick bit of advice. So we needed a system that could really help us with that and help with kind of those queues to make sure that we could have some priority systems.
21:01
Becky
Also, for those urgent requests that customers come through to us with, we also use social media. So, again, we wanted to be able to integrate that because we want to track that as well, the data and the questions that are being asked on social media. So for us, it was just about finding a system that could literally put all of that together. We had a wish list. We literally wrote a wish list. We obviously went around, did lots of talking to lots of different people. We came to you guys, and you pretty much, I would say, had everything on our wish list. I think there was a couple of things. But what I love about you guys is that you’re so open to suggestions. And I remember asking something, and within two days, we got an email to say, yes, we’re all good to go.
21:45
Becky
We’ve implemented it, which was brilliant.
21:47
Ciaran
Amazing.
21:48
Becky
Yeah. So I felt like we’re on a new journey with customer service. You guys, Dixa, you’re always on this constant kind of new journey of discovery. So it just felt like a really nice partnership because you were so open to hearing how we work as well, because I know there’s some things the way that we work that were really interesting for you guys. So, yeah, it felt like a really nice fit.
22:12
Ciaran
Yeah. And I love that your feedback was actioned so quickly. I don’t think I was aware of that, but I’m not always in the details. So, yeah. If there’s any listeners out there with feedback or any suggestions, just feel free to drop me a line on LinkedIn or my email. Always happy to hear from our customers, or indeed our people who are not customers yet. We’d love to speak to you about what you guys are doing, too, and looking at customer service within Oliver Bonas or in the industry you’re in, what would you say are some problems that are unique to your industry?
22:38
Becky
Yeah, so I think for us, it’s the problems that you can’t control, especially when you’re an online business, you’re always going to be shipping things out the door, and you cannot control, sadly, as much as you want to, you can’t control what happens next. So I think that’s probably the hardest part. So for us, it’s about always having an alternative or a way of fixing it, even if it’s something that we have absolutely zero control over. So that’s probably the hardest part, is always kind of reacting or knowing what might come up, what issues might come up. I think for our team, specifically, it’s being kind of a product expert of so many different things. So fashion, furniture, home and gift, beauty, jewelry. There’s so much knowledge that they have to take on board. 1 minute you’re talking about a sequin dress, and the next minute you’re talking about a bookcase.
23:33
Becky
So, yeah, it’s that being able to divert as well. I think between customer, we have a huge age range as well, which is so lovely. But again, everybody’s different. You’ve got some people who want to talk to you on social media or live chat and then we’ve got others who just want to pick up the phone. So I think they’re the challenges is just making sure that you’re open to everybody. As a customer, I find it really frustrating when I can’t speak to somebody. There’s no phone number, there’s no email address, and you feel like you’re going round in a circle with a chat bot and that’s it. So I think that is definitely something is making sure that you are open to everybody in every way as much as you can be.
24:20
Ciaran
That’s something I didn’t think of when I think of your brand, you will meet people shopping in your stores who are kids, teenagers and those who are much later in life. That’s actually a very good point and I love that you have thought about that in your strategy because you are catering to probably from a store perspective, you’re probably a store that caters to some of the widest age range, actually, because your products are so versatile or some of the products are just so versatile. So Becky, looking at the future from working with you, I can see that you are somebody constantly with an eye on the future. What’s next for customer service at Oliver Bonas?
24:59
Becky
Yeah. Well, I think really exciting. We’ve seen how efficient we can work partnering with you guys, and I feel like that’s going to be a really key partnership for us because you’re always bringing new innovation, new ways of working to us, some things that we might not have thought about straight away. I mean, AI is obviously on everybody’s kind of wavelength at the moment. I think for us, we’ve got a hybrid working team, which is brilliant. We’ve got team members around the country, team members in the office. So I think continually strengthening those relationships with our store team to make sure that we are always working as one as we expand and develop. Because obviously my team’s getting bigger, the store teams are getting bigger. We’ve had some really lovely kind of relocations this year with some of our stores where they’re actually getting bigger.
25:51
Becky
So that means the store teams are expanding as well. So, yeah, that for us is key. I think always looking at the customer journey as well. We want to make sure that we’re ironing out everything from the minute that a customer is online on our website all the way through to when they’re kind of checking out and then beyond. And the same for in store. So I think it’s a lot of kind of mirroring work. As you said, you’ve given some really lovely feedback about what you feel in store and when you speak to us online, for us, it’s just. Always making sure that mirroring is.
26:23
Ciaran
In place, the business is scaling, the business is also doing very well, you’re doing very well and your team is doing very well. What challenges do you foresee in maintaining that same level of service?
26:34
Becky
The challenge with that, I think, is customer expectation. I do feel that has changed quite a lot in the past few years, maybe since kind of the lockdown days when were all at home and we wanted things quickly and done. So that just means we have to take stock all the time. And that’s my job, to always look and to see what’s changing in the contact that we’re getting and just making sure that we’ve always got something, we’ve always got a fix, we’ve always got a solution, even when that customer expectation starts to change a little bit. Being open, I think, as a business about that as well, about what our customers want.
27:13
Ciaran
So now we’re in the quickfire round, which is good. The first one is what do you know now that you wish you’d known at the start of your customer experience journey?
27:22
Becky
I think it is probably about how much information I would know about Oliver Bonas and our customer through being in our department. I think when I first started, like I said, it was just that real thought that we would just be chatting on the phone to customers and emailing them. But actually we’re pretty much one of the beating hearts of the business and we really feel that as a team. And when we get new starters with us, that is something I talk to them about in their interviews. I’ll say to them, you’re not just coming into an environment of answering the phone and answering emails, you’re actually a real integral part of the business. And they love us, they rely on us. My head is full of information and ideas already, but I do think if I’d known that at the start, how much more I would have been taken in sort of straight away.
28:11
Ciaran
Second question: how do you measure the success of customer friendships?
28:16
Becky
For us, it’s that feedback I think, that we receive. Obviously, CSAT’s always great for things like that, but just in general, our team and how our team are feeling, because I think our team are the one that are having that relationship with our customers. They’re the ones on the phone, they’re the ones on the email. So if they’re coming away from their day and they’re in good spirits, they’ve had a really nice day, they’ve had some great feedback, they don’t feel too stressed. For me that’s a really nice indicator as well because I think they’ve had a really nice day. Just like chatting to customers, creating, as you said, customer friendships. So, yeah, as well as looking at that CSAT, it’s actually how the team feel as well for me, in that way.
28:57
Ciaran
And given that you are so good at exceptional customer service at Oliver Bonas, what is your number one tip for other companies and organizations to get to as good as you are?
29:06
Becky
Just that transparency and that kind of human touch. For me, it’s key. Customers come to us because normally they’ve got a problem that they want us to fix. They don’t contact us for fun. So I think, listen and take it seriously, be honest with them, be open. And like I said, even if it’s an issue that has gone wrong from our side, hold your hands up, find a fix for it. It just makes life so much nicer for everybody and I think you actually take it away into your own sort of personal life as well. I do for sure. Working for Oliver Bonas, I know that even just that whole sort of tone of voice and the way that we are at work, I bring it home as well and it makes life feel so much nicer and easier and we turn situations around with customers, which is so lovely to have for it to start.
30:00
Becky
Sometimes being a little bit kind of tricky at the end, them saying, thank you so much, really appreciate everything you’ve done for me today. And yeah, it doesn’t take much. It’s just a bit of a human touch, I think.
30:12
Ciaran
And I have a fourth question I just thought of, which I will throw out there. What is the number one skill from your time in PR that you use every day in customer service?
30:22
Becky
I think probably just my communication skills. I enjoy talking, I enjoy meeting new people. So that’s probably it. Always being open to be curious, talk to people, find out a bit more about them, don’t judge, don’t be closed off, have those chats and just get to know people a little bit more. So, yeah, definitely. I think my communication.
30:49
Ciaran
Well, Becky, thank you so much for taking part in this week’s podcast and for being a guest. You know, I thoroughly enjoyed our conversation. I love learning more about you, Oliver Bonas, your role, and I have to comment on your lovely background because I believe the vast majority of that is from Oliver Bonas. Is that fair to say? Pretty much everything, including your excellent. So if any of our listeners or people who are watching this on YouTube, you can see Becky’s lovely t-shirt, maybe reach out to her and see where it’s at. So Becky, thank you for joining us and looking forward to continuing our partnership with Oliver Bonas.
31:28
Becky
Thanks, Ciaran.
31:32
Ciaran
Thanks for listening to today’s episode of Customer Friendship Conversations. If you’ve enjoyed the show, then make sure you’re following us on your podcast platform of choice. It means that you’ll get notified each time we release a new episode so you won’t miss out on any of the other amazing customer friendship heroes we’ll be showcasing in the coming months. Of course, a rating or review is a huge help to the show, so we always massively appreciate those as well. And if you’re interested in learning more about customer friendship, then head to Dixa.com to discover everything you want to know about customer experience that was meant to be. I’m Ciaran Nolan. And another huge thank you to Becky from Oliver Bonas for sharing her fabulous knowledge and insights with us today. Until next time.