Today’s interview is with Monica Higgins, eSalon‘s Director of Customer Service. eSalon is an award wining and rapidly growing company that provides salon quality, at-home hair color at affordable prices all online. Monica joins me today to talk customer service, what being proactive means for them and how they are providing salon level service and quality online.
This interview follows on from my recent interview – Delivering an excellent customer experience across 15 different countries – Interview with Delphine Mousseau of Zalando – and is number 177 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Here’s the highlights of my interview with Monica:
Following an early career in education, Monica has become an ecommerce start-up veteran and has now headed up eSalon’s customer service for the last 4 years. She is an executive with a rare combination of both creative and analytical skills that she has put to use across sales, customer relationship management, marketing, strategic and operations leadership.
eSalon is a rapidly growing company that leverages technology and human expertise to deliver a one-of-a-kind hair color experience. They’re disrupting the beauty industry by bringing the high quality, high touch results of the salon to the masses. Part tech. Part beauty. All teamwork.
In 2015, they shipped their two millionth order, ranked #7 on Internet Retailer’s Hot 100 Retailers list, and won the Allure Best of Beauty Award for Best Home Hair Color for the second year in a row.
Instead of helping their customers after they’ve experienced an issue (not something you don’t want to mess around with when it comes to hair color), its customer service team (1/3 of the 80 person company) works with customers from the minute they begin the ordering process on eSalon. This ensures the high-touch experience of a hair salon consultation is successfully achieved online by every client with each order of hair color.