Mastering the Basics of CX, from Luxury Watches to Lighting

From training luxury watch sales teams to leading customer connections at Quoizel, Andrea Felixon has built her CX career around getting the basics right. That starts with employees who know their products and understand how to make customers feel supported.

This week on The Modern Customer Podcast, Andrea, Director of Customer Connections at Quoizel, shares lessons from a career spanning luxury watches, airports, healthcare, and lighting. At Quoizel, a lighting company with nearly a century of history, she applies those lessons to helping customers choose products and resolving problems when something goes wrong.

Her approach starts with the fundamentals. Teach employees the product inside and out while giving them room to bring their personalities to conversations. Listen closely to customer feedback and share it with the departments that can address the problem.

That same philosophy guides her approach to AI. Her team uses an internal assistant to help prepare responses, with employees reviewing and editing before sending. Andrea also shares a principle that has stayed with her across industries: ‘People don’t care what you know until they know you care.’