Heavy Chef Event: Customer Experience 2021

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Heavy Chef Inspire Event

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Physical Event R250 per ticket (Free for Heavy Chef Members)

Livestream: Free

Customer Experience 2021

Speakers:

• Brian Kalma, Former Chief Experience Officer at Zappos
• Luke Jedeikin, Chief Omni Officer at The Foschini Group. Former CEO at Superbalist
• Fred Roed (MC)

E-commerce is the hottest ticket in the post-COVID recovery world. Selling your products online is the way forward for many entrepreneurs whose businesses were impacted by the pandemic. There are tons of tools to help you on the way - and Heavy Chef has a lineup of solid recipes to get you started. However, it's no secret that the most important aspect of e-commerce is the 'experience'. Entrepreneurs are famous for focusing on the process, but neglect the touchy-feely stuff.

The e-commerce company that made 'customer experience' a thing was Zappos, way back in the early 2000s when the late Zappos founder Tony Hsieh worked with the legendary Brian Kalma to deliver happiness, one box at a time. Zappos was sold to Amazon and the company grew to one of the largest e-commerce outlets in the world.

Having observed Zappos' jet-fueled rise to its 2009 sale to Jeff Bezos' Amazon, Luke Jedeikin and co-founder Claude Hanan launched Citymob in 2010, which pivoted to Superbalist in 2013. Based on an obsessive focus on customers, the team rapidly grew their startup to being South Africa's biggest fashion retailer. Takealot acquired Superbalist in 2014 and annual turnover rose to over R1b per annum.

We've invited Brian to share some of Zappos' secrets with us, and unpack the recipe to customer happiness. Fred Roed, CEO of entrepreneur education startup Heavy Chef, and Luke Jedeikin, will be joined by a physical audience in Cape Town, South Africa.

This Heavy Chef Inspire Session is a hybrid event, with speakers live on stage at Workshop17, and Brian Kalma being patched in from Boulder, Colorado in the United States.

Some of the topics we will cover include:

• E-commerce trends
• Practicalities of customer experience
• Anecdotes and stories from Zappos
• Lessons and learnings from 20 years of creating an e-commerce behemoth
• Building a digital brand that matters

Brian Kalma is the former Chief Experience Officer at Zappos. Brian has a hybrid background of founder, Marketing, User Experience and Product Management. Still running the Boston UX Army Website and slack community, bostonuxarmy.com. Brian currently resides in Boulder, Colorado.

Luke Jedeikin is the Co-Chief Omni Officer at The Foschini Group. Previously Luke was the CEO of South Africa's biggest fashion retailer Superbalist.

Fred Roed is the CEO of Heavy Chef, an education platform for entrepreneurs.

Queries: contact us via email.

Join Heavy Chef for free: www.heavychef.com

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