Aaron Taylor, our beloved friend and Senior Vice President of Customer Experience, and our champion for the voice of our customers, passed away last Saturday morning.
Aaron joined the Spokeo family in March 2014 at the most tumultuous time in our history, and he transformed our Customer Care from an also-ran into an industry leader. Aaron taught us how to serve each and every one of our hundreds of thousands of customers in a personal, caring, and passionate way. We now achieve over 85% service level, less than 5% abandonment rate, and shorter than 30 sec call wait time via phone, email, and chat 7 days a week.
None of this would have been possible without Aaron’s passion and leadership. Aaron grew up in Glendale, fell in love with the pipe organ in high school, and went to USC to study music. After graduation, he helped his dad set up a customer service operation in India, and he has been managing customer service on weekdays and the playing pipe organ for his church on weekends ever since. After all these years, he still personally took some of our customers’ calls, and he would loudly remind us about customers’ frustrations. He taught us how to listen to our customers.
Aaron leaves behind 2 sons, William, 16, and Wesley, 15, who were the lights of his life and of whom he was immensely proud. His memorial service will be held at 11am this Saturday morning (9/22) at First United Methodist Church of Glendale at 134 N Kenwood St, Glendale, CA 91206, USA. We are all invited by Aaron’s family to say our last goodbye.
I still cannot believe that I will no longer see Aaron, but I am glad to have had the honor to work, laugh, sit alongside on the plane to Boston, take the Soarin’ ride (his favorite) at Disneyland, and most importantly, call him my friend.
The day before his passing, after Aaron and I wrapped up some work conversations, he told me how lucky he felt working at Spokeo. I said to Aaron, “Spokeo is lucky to have you, too.”