In the 4th episode of the Creating Superfans podcast, I sat down with Kim Goei, Chief Operating Officer of Fexa. We talk about the under-the-radar aspects of customer experience that customers and entrepreneurs often take for granted. If you’re a fan of intentional experience design like me, you’ll be interested to learn about how Fexa technology can maintain or automate the crucial ingredients that make businesses run seamlessly.
Kim began her career in operations, working with global brands like Virgin Group, Anthropologie, and Reading International, Inc., before joining Fexa in 2018. In addition to her role as COO, she’s on the Board of Directors of Connex to empower facilities to become more inclusive and accessible.
listen to the EPISODE
3:55 – Kim breaks down what it’s really like to work in facilities management.
5:44 – The repeatability of the Five Guys experience vs. the geographically-customized experiences of Prada and Michael Kors.
7:30 – What’s FEXA all about and what drew Kim to work there?
9:28 – How does FEXA make facilities and operations teams more efficient with less?
10:52 – Exciting news for FEXA as it scales
12:21 – How FEXA plans to help companies manage their inventory levels through technology
13:54 – Managing the internal customer experience for facilities managers
14:33 – How you can personalize your communication strategy with FEXA
16:40 – The value of being a tech company with a human-first approach
18:00 – Kim’s favorite examples of things we’re able to predict and take care of using smart-connected devices
20:05 – How the restroom can impact a customer experience at a restaurant
21:28 – Crate & Barrel’s stellar customer experience
23:19 – How the Crate & Barrel employee experience spills over to its customer experience
29:00 – A horrible customer experience that Kim had recently
30:30 – Brittany and Kim talk about the infamous Buc-ee’s bathrooms
35:25 – DEI and facilities management