Season 2
EPISODE 2
Should You Treat Customers Like Friends? Meta Marketing Leader Shares His Take on Modern CX Expectations
Gabe Larsen, Head of Marketing at Meta, has a new report he wants to share with you. In it, he sheds light on what modern consumers expect from the customer experience.
Would it surprise you to learn that they increasingly want to engage with brands the same way they do with their family and friends? Hear more and get other valuable insights on the Masters of Support Podcast.
Speakers:
Gabe Larsen
Before his current role as Head of Marketing at Meta, Gabe kicked off his journey in the CX industry as Vice President of Marketing at Kustomer (acquired by Meta). While there, he not only led the marketing team to success, but also hosted the Customer Service Secrets Podcast, a show devoted to sharing customer service best practices from across industries.
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Transcript
VG: Hey everyone, welcome back to Masters of Support. I am your host Vanessa Gates in today I have with me, Mr. Gabe Larsen, who is the Head of Marketing at Kustomer-Meta. GL: Hey, appreciate it. Glad to be on excited to talk with you today. VG: Yes, so finally Glad to have you here. Talk to me today, we got some wonderful things to talk about. But before we get started, I wanted to go ahead and just start off with kind of, if you could please share with us what do you do at Meta? And, you know, how are you impacting the CX ecosystem right now? GL: Yeah, appreciate it. Yeah. So we I run marketing, as you said, over here at Kustomer, now part of a Meta, a company of Meta, been here three years. And my role really consists of trying to establish the marketing organization and the positioning that we have in the market. That this encompasses our brand work, our demand work, and a lot of our customer marketing work. So what we do at Meta is a little different. So you know, we’re not kind of the typical Meta company, if you’re thinking of social media, like Facebook, or Instagram or something like that, we actually are a customer service CRM platform that helps businesses deliver world class… Read more
