Udashkin: In-app support is the future of customer experience
Josh Udashkin · 20VC: Why Great VCs Know The Opportunity In Hardware, Physical Stores Will Not Disappear and The Importance of Consumer Brand with Josh Udashkin @ Raden · Jul 1, 2016 · at 16:31
Josh Udashkin, founder of smart luggage brand Raden, explains how direct in-app customer service transforms physical product support.
0:00 / 0:14exact quote · 14.1s
720p mp4 · rendered on demand · StarZero watermark
“When you can communicate with your customer at the touch of a button on an application, that's the customer experience of the future. Instead of having to dial one eight eight eight and get somebody on the line and coordinate some type of return for us, it's, you know, instant.”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →
More from Josh Udashkin
Josh Udashkin: Building a consumer brand requires a physical retail footprint
“I think it's very hard to build brand, which is, you know, first and foremost, what we're up to here without some type of You know, physical footprint or place for consumers to interact with you being, you know, even your retail associate and how they're train…”
Udashkin: Traditional luggage brands assemble generic parts into 'cyborg shells'
“The luggage business is kind of a Mr. Potato Head business, I call it, The traditional brands, the companies take catalog parts from a number of different factories, and then they put them together on some randomly designed cyborg shell. And then they spit it …”
Udashkin: Pure direct-to-consumer strategy does not work for every category
“I'm not really a big believer in the whole direct-to-consumer narrative in every single category. I think omni-channel retail for me is the way to go, and for others”
Udashkin: Crowdfunding platforms generate sales but fail to build lasting brands
“It's starting to become, first of all, very, very difficult to build a brand off of those platforms. I think they're good at generating a certain level of sales, but then you never actually build, you know, a brand or any type of marketing funnel or really fig…”
Josh Udashkin: The luggage category lacked strong brands and consistent pricing
“There were very few great brands. There are a couple of luxury products. You know, the merchandising seemed all over the place. The pricing seemed all over the place.”
Udashkin: Hardware founders fail by prioritizing product development over brand values
“Whenever I talk to people starting these things who are so focused only on the product And getting it out the door, and you know, whatever it's going to be named, that they forget that in order to build something, you need to communicate your values, and it ne…”