‍At a Glance

After spending her career in various customer service roles, Tiffany Boyer joined Campo Grande as Customer Experience Manager. She champions approachable leadership, fostering a work culture where everyone feels valued, seen, and heard. With a focus on proactive CX, human touch, and the intentional adoption of AI, she and her team are building lasting, meaningful relationships with customers who appreciate having a premium cut of beef delivered straight to their doorstep.

Who is Tiffany?

Meet Tiffany Boyer, Customer Experience Manager at Campo Grande

About Campo Grande

Campo Grande is on a mission to deliver the best of Spain's delicious food culture straight to your doorstep – from free-range Ibérico pork raised on humane family farms to sustainable European seafood and grass-fed Vaca Vieja beef. Its three mail-order boxes (Ibérico, Wild Seafood, and Vaca Vieja) are packed using compostable insulation and arrive at the peak of freshness.

Tiffany’s CX Journey

Tiffany Boyer has spent her career in customer service, including an eight-year stint at Crowd Cow, where she took on a variety of behind-the-scenes roles. "One of my managers ended up moving to Campo Grande, a specialty meat delivery company. He put in a good word for me because I'd already been doing customer experience and retention work, even though I never had an official title for it."

Now serving as Campo Grande's Customer Experience Manager where Tiffany leads a three-member team, she reflects on how much CX has reshaped E-Commerce. "It's growing a lot – companies are starting to emphasize CX over just customer support or service, or they're trying to fold everything into one."

Tiffany’s Top Challenges Managing an Off-Shore Team

Campo Grande sells specialty meat – a product Tiffany can't easily send to her team members in the Philippines. "It can be difficult, because they're unable to actually cook and taste the meat," she says, acknowledging that when talking about a product in CX, hands-on experience matters. She's also prioritizing work on cultural nuances with her team, to help foster stronger personal communication skills.

What Tiffany Looks for in a CX Team Member

Tiffany looks for open-mindedness and a willingness to trust the process in a CX team member. This is especially important when working with offshore agents, who might feel timid working with a manager they've never actually met face-to-face. "I never want anyone to be scared when we're communicating, thinking, 'I'm talking with someone who's higher up than me.' That's not how I manage my team – I want everyone to feel included."

Tech Stack

Simplesat – “We use Simplesat for CSAT”

Claude – “We use Claude a lot for project work.”

Gladly – “Before, I used Zendesk primarily. But I think Gladly is a lot easier right out of the box. Their setup is great for setting up queues to have tickets route a certain way. I also think they have great AI tools already included in their stack without having to pay an additional cost.”

CX Team Success Factors

Peak Season at Campo Grande

Campo Grande's business ramps up during the holidays for corporate gifting, and Tiffany will be focusing on this aspect in hopes that more companies consider specialty meats as a way to thank employees. Sales also spike during summer, when people gather around the grill. And while these are busy periods, Tiffany hasn't had to scale her team.

 Revenue Generation/AI/Topics of Interest

Tiffany on Retention Strategies at Campo Grande

Tiffany emphasizes proactive customer service as a retention strategy. "Sometimes, if we have a new product, we look at a customer's order history and suggest cuts they might like," she explains. For instance, if a customer has previously ordered the grilling box, the team might recommend a cut that's great for outdoor cooking. Conversely, if a customer found a particular cut too thick, they'll offer thinner, leaner options instead.

Tiffany Thoughts on AI in CX

Tiffany believes AI has its place in CX, but stresses that it should be approached with caution. "I don't know if I'd ever get to the point where I'd trust AI 100% end-to-end, because I still want to have a team, I still want to be able to review those tickets. But it's valuable for getting those easy tickets out of the way," she says. AI has also proven useful for agents reviewing a customer's order history. "We still need that human aspect, because people want to talk to people," she adds, noting that Campo Grande still keeps a phone line open for customers to call.

Tiffany’s Prediction for the Future of CX

Tiffany believes AI’s role in CX will continue to evolve over the next five to ten years. “I think AI is going to be a more powerful tool for personalization and ultimate customization for customers rather than having templates. It will be able to reach out to customers and suggest things that actually mean something to them.”

Tiffany’s Advice for CX Leaders

As a leader, Tiffany prioritizes approachability and open communication. “Try to meet your team where they are,” she says. For example, when a member is having an issue with ticket reopen rate, instead of pulling them aside individually, she will bring it up during a team meeting explaining the importance of open rate. She adds that explaining the ‘why’ of a process is also important. “If people know why we are doing something, it means more to them than just saying ‘because I’m your manager. This way, they feel like they are more of a part of something.”