Andrew Tepperman, President of Tepperman’s and Matthew Dixon, WSJ best selling author and Chief Product Officer of Tethr

On this episode we meet Andrew Tepperman, President of Tepperman’s who takes us through the long, rich history of this Ontario based furniture retailer, that draws both on its heritage and decades of experience serving customers to modern brand and format innovation to compete in a crowded category. Next, I catch up with Matthew Dixon, Chief Product and Research Officer for the Austin-based AI venture, Tethr. An accomplished business researcher and writer, author of three Amazon and Wall Street Journal best-selling books on loyalty, sales and customer service —and is a frequent contributor to Harvard Business Review with more than 20 print and online articles to his credit. We talk about the impact the COVID crisis has had on customer service, call centres and ultimately customer satisfaction and loyalty.