Having worked for global companies that are household names, customer experience expert Jordan Rice knows a thing or two about how to please customers with forward-thinking in-store experiences. His methodical approach to customer delight and leading teams is what has allowed him to achieve so much in his career. In this episode of the Amplifyr Podcast, host Aidan Hennebry chats with Jordan about the keys to his success, focusing on the head / heart / hand of customers, and how focusing on the health of your employee team is how you guarantee retail success.In this episode, we cover:0:00:00 Introduction0:03:00 What is Customer Experience really?0:05:27 The Head, Heart, and Hand Framework0:12:54 Defining your company's unique value proposition0:17:31 Price-driven VS value-driven brands0:20:50 Failing to offer what customers want0:25:30 Launching products externally AND internally0:28:19 Data VS Intuition in business decisions 0:32:49 Using data to chart new strategies0:38:16 The key to retail success0:40:33 Digital meets physical store experience0:44:05 Focusing on store associates to win0:49:25 Getting customer feedback before major decisions0:52:55 Lessons learned as a people leader1:00:03 Teaching others to teach themselves1:04:41 Realities of being in leadership1:12:33 Closing thoughts1:14:57 OutroIf you'd like to be featured as a guest on the Amplifyr Podcast, reach out to Aidan Hennebry with a brief description of who you are and what your episode might be about! Remote access to the podcast is [email protected]: amplifyr.caInstagram: @amplifyr.caLinkedIn: /in/aidanhennebry