Victoria has been in the cannabis industry since 2014. She started out in the cannabis tourism industry and moved into the consulting world shortly after. Since being at Canna Advisors she has worked with clients on competitive business applications in over 28 states, 2 countries, and a U.S. territory. Victoria is a trusted point of contact for Canna Advisors clients and works closely with them to achieve their goals, educating them on the essentials of opening and operating a cannabis business. She helps develop and manage client ventures such as business planning and financial modeling, capital acquisition, investor pitching, cannabis education, and licensing applications. Prior to cannabis, Victoria developed a wide variety of experience in sales and customer service roles as well as specializing in helping start-ups set up their business processes to create an efficient business.View the profile
Ken Krell aka “The Kenergizer”For nearly a third of a century, Ken Krell has inspired thousands of people from all over the world by sharing powerful ways to create wealth, prosperity and happiness in their lives.Ken is the founder and driving force behind Total Wealth Strategies (www.TotalWealthStrategies.com), where he and his team help American taxpayers (and foreign entities subject to US taxes) protect their assets, legally defer their taxes, maintain their privacy and create more prosperous lifestyles.He’s been respected for decades as an expert in niche marketing strategies in the real estate and mortgage financing businesses and has founded and operated several successful real estate investment and mortgage banking firms.Ken travels extensively and speaks on stages around the world, from the USA to Australia, New Zealand, Hong Kong, Thailand, The Philippines, Malaysia, Indonesia, India, Singapore and more.View the profile
I care deeply about the consumer experience and designing brands that are beautiful and succinct. To that end, I greatly enjoy the creative side of strategic planning and helping ideas grow into impactful products. At all times I do my best to live in the present while being conscious of the future.At OLEO we make CBD-infused powdered beverages designed to help people enjoy active, healthy lives and reach their fullest physical potential. Our products fit seamlessly into everyday life as a way renew the body and revive the mind. OLEO's dietary supplements are a safe, effective, and delicious way to add CBD to your daily routine.We have spent years meticulously perfecting a proprietary method for creating our water-soluble CBD powder, OleoCBD™. This process improves bioaccessibility of the CBD, removes its bitter aftertaste, and allows it to dissolve quickly in cold water.View the profile
Well-known in the esthetics industry, Ella grew up in the harsh, dry, cold climate of rural Southern Colorado. After receiving a BS in Business Management from Metro State University and working in industrial construction, Ella pursed a career in esthetics. Nominated for a 2018 DERMASCOPE Aestheticians' Choice Award as Favorite Brand Educator, Cressman became a licensed esthetician in 2007 after attending the College of International Esthetics. In 2009 she became a skin care educator and product representative and enjoyed empowering other estheticians and industry professionals to understand skin care from an ingredient standpoint, rather than a product specific view. She achieved an Organic Skin Care Formulation Certificate in 2014 and an Organic Skin Care Formulation Diploma from Formula Botanica in 2018.Cannabidiol (CBD) was presented to her as an ingredient in 2014. She has spent hours and hours researching and understanding CBD, along with many major and minor cannabinoids, in how they are relevant, essential and complimentary in skin care. In that, she has received certifications in Understanding the Endocannabiniod System, Cannabinoids for the Professional and Cannabis for the Consumer, as well, holds a Key Employee Badge from the MED of the State of Colorado. Though cannabinoids are her current focus, she maintains a thriving skin care practice in Wheat Ridge, Colorado while continuing to educate professionals on many aspects of the industry.View the profile
In today’s highly competitive marketplace, a business needs more than excellent products, good technical service, efficient procedures, and more competitive prices to win customers. People expect quality products and service – It’s the lowest common denominator. We believe in aligning your entire organization around one mission: to provide the best customer service possible.Stephen has over 20 years in the training & coaching aspect delivering lasting change in a world where going beyond expected norms isthe norm and where people give more than they take. Described as an “outside the box thinker” with the “invaluable skill to mentor and provideengaged feedback to others,” Stephen works on projects that create a spark in others so they can reach their full potential.View the profile
Virginia is a consumer strategist with over 15 years of experience advising companies on innovation and market entry opportunities in consumer packaged goods. As CBD Research Manager at Brightfield Group, she develops and executes syndicated and customized research covering the U.S. and international CBD markets. Virginia works closely with Brightfield Group’s analyst, data science, and business development teams. Prior to joining Brightfield Group, she worked at Euromonitor International, a leading CPG market research firm, where she conducted the company's syndicated research of industries such as beauty & personal care, packaged foods, non-alcoholic drinks, health & wellness, consumer health, and retailing. She most recently helped global clients identify new product innovation opportunities as Insights & Innovation Manager at Innova Market Insights, a global knowledge leader in the food and beverage industry.Virginia loves sharing her passion for consumer trends and new products through speaking at trade shows (Natural Products Expo East, the IDDBA Show, Cosmoprof Cosmetica Brasil, ECRM Natural & Organic EPPS, the United Fresh Convention, and Worldnutra), client presentations, videos, podcasts, articles, and social media. Her research has been featured in the Wall Street Journal, the New York Times, Bloomberg, the Financial Times, Women’s Wear Daily, and CNBC.com. Virginia has a B.A. in History from Dartmouth College. A native of South Korea, Virginia has also lived iView the profile
About the talk
Customer experience is crucial in any industry and the CBD world is no exception. Every interaction a customer has with your CBD business, from pre-sale to post-sale and all steps along the way, will determine if they return for repeated purchases. Poor customer experience (CX) in the digital age can quickly lead to poor reviews that can doom fledgling business with good CBD products. A solid CX strategy is critical towards building lasting success in an industry ripe with competition. This panel will show how to create and implement lasting customer experience strategies designed and proven to help build and sustain your CBD company.
06:43 Staying innovative while attracting new customers and increasing retention
09:44 How to combat bad customer experience?
16:03 Crucial pieces to create a good customer experience in this market
23:30 Training materials that leave room for the growth
28:50 How not to cross the line of false claims?
34:48 How to provide value to the customer via the product?
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This panel today. My name is Victoria Trusty, I am the Senior Account Manager at Canna Advisors and I'll get more into my background a little bit later on the right now. I want to introduce this panel and also the great panelists that I have up here and just kind of talk about what we will speak about today. So everybody had a shopping experience that you remember? That was a great experience. Maybe it was someone who is helpful in finding that product that was perfect for you in their line of
products video chat. Someone being nice to you when you were trying to return for bringing it back. Then we all have that other sort of experience that we remember that was not such great customer experience. We also remember how that affected our outlook on the brand or the product that we were trained surgeon. So maybe just maybe if someone had gone above and beyond to help you and the question that you may have had or listen to you when you had a complaint about their product you would still be using that product for shopping at for that brand. In this panel, we're going to
discuss a strategy to help mold that customer experience to make sure that your people keep coming back to you and then is bringing in new business for you are building your business along the way. And with that being said I'm going to pass the floor over to my brilliant group of panelists over here to give your insight into each of their backgrounds please Virginia. Hi everyone. My name is Virginia Lee. I'm the CBD Research Manager for Brightfield Group is the leading market research firm focused on the CBD and cannabis Industries. I have over 15 years
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