E126 - Taimoor Khan - Using Data Analytics to Improve Customer Experience & More in the Marketplace

Have you ever sold something on a marketplace, such as Ebay or Shopee or Mercari, or maybe even Craigslist?

How was the experience? Did you find everything to be smooth sailing or do you regret ever trying?

How can data analytics be used to improve customer experience for sellers - and buyers - in the marketplace?

Catch the latest TAS episode to hear it from Taimoor Khan.

Taimoor Khan is the Director of Customer Experience at Mad Paws. Since launching in 2014, Mad Paws has grown to become Australia's largest online Pet Sitting community. They connect Pet Owners with trusted, local, and vetted Pet Sitters. Mad Paws was ranked #14 in LinkedIn's Top 25 Australian Startups of 2018 and won the Australian Small Business Champion Award for Pet Services in 2019.

Outside of his work with Mad Paws, Taimoor is the Co-Founder and Non-Executive Director of Innov8 Studio, a customer experience centred residential design agency. Innov8 Studio was founded with the intent to bring a client-centric approach to the industry. They believe that quality collaborative service is essential in building lasting relationships and have over 10 years of combined experience.

Previously, Taimoor was the Co-Founder of Beehive Design, the first Customer Experience led residential design firm in Australia. He has also been the Head of Customer Comms at Marley Spoon, the Customer Service & Business Support Manager at Gumtree Australia, and a Team Leader in Digital/Print for News Corp Australia.

• His volunteer work for emergency rescue & repair with the NSW State Emergency Service
• Stories that have stuck with him throughout his 9 years with the emergency services
• His role as the Director of Customer Experience at Mad Paws
• If the supply-side attracts the buy-side
• Whether the rating system is the key layer to ensure quality and experience - P.S. It’s not!
• Collecting data from offline
• The best time to request an NPS and how they work
• Implementing Natural Language Processing to evaluate reviews at scale
• A use case for how data analytics comes into play for customer experience
• Avoiding marketplace leakage
• Why the visualisation and interpretation aspect of data analytics is the most important
• How customer experience has changed in the marketplace over the last few years
• What he has learned about customer experience over the years that he wished he knew earlier on
• His advice for those in the marketplace looking to improve customer experience

If you are a data analytics professional in the marketplace looking to improve customer experience, this is the episode you do not want to miss.