When I first started at Cardlin Media Productions, I knew that in order to create a lasting community, we had to revamp the customer experience completely.

Starting with ensuring all rewards and information on how to access rewards had a clear and concise copy for customers to understand while still staying true to the CardlinAudio brand’s voice.

Through the years, Cardlin Media Productions has upheld and fulfilled customers’ experiences because of what I’ve implanted and have continued to work on as we’ve grown. I’ve made sure there was a consistent posting schedule, that all posts are written in an easy-to-understand on-brand voice so that even ESL speakers can understand the content, and I’ve made sure that all messages and comments get answered in a timely manner.

Youtube is a place that helps Cardlin Media Productions connect to a broader range of fans and customers. It’s a place where people build a community. It’s also a great tool to use to understand what people are actually enjoying by analyzing the analytics.

Part of the customer experience of Youtube is making sure that people feel heard by liking and acknowledging kind comments. Making them feel heard and that they are connected to the content creator.

Another aspect of keeping customers and fans happy is writing good copy for video descriptions. I wrote the descriptions so that anyone can find information easily without having to search through the internet or resort to admitting in a comment they are confused. If I saw a question come up repeatedly, I knew to revise the copy to ensure a better experience.

Good Content is an integral part of customer satisfaction. If a customer doesn’t like the type of content they are listening to, even if you’re nice and respond quickly, then they still won’t stay. Because what is the point of them staying if they don’t enjoy and don’t feel satisfied with the content provided?

Part of how I managed this part of the customer experience was to ensure all of the content Cardlin Media Production published was posted on a consistent schedule. And ensuring all audios and videos upheld the content that matches people's expectations. This means making sure that all content that got recorded was edited to provide an on-brand experience while listening.