The Business of Customer Love

In this episode we spoke with by Deanna Hernandez. Deanna is the Field Marketing Officer for McDonald's having previously held roles at other major consumer brands, including Walgreens, JCP Penny and Ace Hardware Corp.Deanna discussed how a company like McDonald's approaches customer loyalty and what opportunities they've identified to get ahead of the competition. During our chat, Deanna revealed how McDonald's have evolved their omnichannel experiences and created more localised experiences to drive deeper, more meaningful connections with their customers. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we were joined by Lee Roquet. Lee is the CEO of marketing agency Finch having previously held the role of VP of Customer Experience.Lee shared his journey from Chief Customer Officer roles to now running a company and how this has helped forge his customer led leadership style.During our chat, Lee also shared some tips on how customer leaders can better engage their own CEO's and the wider C Suite in investing in and prioritising CX. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Will Kingston. Will, an experienced CX thought leader, is the principal consultant for Cortico-X and a regular  commentator for Sky News Australia. Will shared some of the key research findings behind his latest CX Manifesto and global trends reports.This included how CX can thrive in the AI age, the role behavioural economics can play in your strategy and the skills CX practitioners need to future proof their role.Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Pavel Gertsberg, CEO & Co-Founder of Fluffy pet insurance.Pavel discussed why, as a CEO, he places so much importance on customer experience and how this has driven a real competitive advantage for the business. During our chat, Pavel also explained how as the business scales they continue to focus on CX and the key performance indicators he uses to measure success. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we welcomed back to the show Dr Paul Zak. Dr Paul is the author of Immersion, the science of the extraordinary, and a professor at Claremont Graduate University.Dr Paul discussed whether brand love is really a thing from a scientific perspective and what the research says about the impact on consumers who identify as loving a brand.During our chat Dr Paul also expressed why, based on the research, businesses should put more urgency and focus around driving Customer Love.Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Sam Magee. Sam has over a decade of experience spanning marketing, CX, operations and CRM and is currently the Head of Product & CX at Capsule Insurance.Sam discussed her experience in bringing customer data out of multiple silos across the business and best practices around creating a more holistic and actionable view.During our chat, Sam also shared some examples of what larger corporations can learn from scale ups with regards to digital transformation projects.Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Edmund Bradbury. Edmund is a former professional cyclist and neuroscientist turned CX consultant who now works with the likes of HSBC Global CX, Stagecoach, Tesco Mobile and Bupa. Edmund discussed what customer leaders can learn from the world of professional sport in creating and executing successful CX and retention programmes. During our chat, Edmund also shared some of the key neuroscience principles that can help build deeper, more profitable relationships with your customers. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Joey Coleman. Joey is a world renowned public speaker and the author of best selling books Never Lose Another Customer and Never Lose Another Employee Again. Joey explained how customer defection is a cultural and structural problem within a business and what actions you can take in order to fix this problem for good. During our chat, Joey also shared some practical steps for how you can start turning more customers into loyal advocates that drive sustainable growth for your business. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Harry Blamire. Harry's current role is Head of Customer Experience at B&Q, having previously held positions at LUSH Cosmetics and LV. Harry walked us through the process he and his team took to build the TradePoint app and how it's helping to make their customers live better and ultimately drive significant business growth.  During our chat, Harry also revealed how they use key customer insights from NPS, in-app surveys, App Store reviews, and more to drive future app development.Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Sam Phillips-Lord. Sam is the Senior Customer Insight Manager at Hastings Direct and has previously held CX and insights roles at BT, E.ON and Experian. Sam explained why businesses should be prioritising their biggest advocates as much as their biggest spenders, referencing some fascinating insights around the impact he's seen promoters having in the businesses he's worked at.During our chat, Sam also discussed how he and his team are making customer insights (such as NPS) more actionable and meaningful to the business.Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Paul Richardson. Paul has spent over 20 years working at HSBC, and is now the Client Experience Director for Private Bank.  Paul explained why customer advocacy is such an important growth driver for HSBC and how they're using customer insights to inform product and service developments.During our chat, Paul also discussed how they've added a more human element to customer feedback surveys, and more broadly, how businesses can strike the balance between a human led vs digital experience.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

The Business of Customer Love celebrates it's landmark 50th episode with a look back at some of the key highlights from our incredible guests over the last 12 months.  In this episode, we hear insights from:Ron Holt, Founder of Pink Zebra RemovalFred Reichheld, Creator of the Net Promotor ScoreCarol Meyers, Partner at Glasswing VenturesBrittany Hodak, Author of Creating SuperfansSuriya Liensavanh, Global CRM and CX LeaderAngela Porter, Marketing Leader, formally ProCook, Dunelm and TescoShep Hyken, New York Times and Wall Street Journal bestselling authorLash Fary, Founder and President of Distinctive AssetsHosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Angela Porter. Angela is a vastly experienced marketing leader, having held roles at the likes of Tesco, Dunelm and Ladbrooks with her most recent role being CMO at Procook. Angela discussed the importance of customer advocacy at ProCook and how working with Mention Me has helped turn this into a sustainable and profitable growth channel for the business.During our chat, Angela also discussed why businesses should put more urgency into investing in a Customer Advocacy strategy and advice for putting together a business case that will get the CFO and other execs on board. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Jeff Dewing. Jeff is the Group CEO of CloudFM, best selling author of Doing the Opposite and a Top 50 Workplace Leader.Jeff discussed why employee experience is vital to ultimately delivering a superior CX and shared some simple but powerful strategies you can implement to help achieve this.During our chat, Jeff also shared how businesses can measure and track the impact of employee experience on their bottom line.

In this episode we spoke with Mark Slatin. Mark is recognised as one of the top 25 CX leaders globally by CX Magazine and is CEO of Empowered CX and a professor of practice at Michigan State University.Mark discussed why businesses should put more urgency into investing in a Customer Advocacy strategy now, and how you can get your CFO and other senior executives on board.During our chat, Mark also shared some key advice on how brands can build trust with their customers to help turn more of them into loyal fans.

In this episode we spoke with Erin Gray. Erin is the Senior VP CX at Endy, and before that spent 5 years at Walmart managing their in store and eCommerce CX operations. Erin shared her experiences of building a high performing CX team from scratch and some of the exciting advocacy initiatives she's running at Endy, including their highly successful Customer Love Programme.During our chat, Erin shared a powerful example from her time at Walmart of effectively selling the impact of CX to the CFO and other senior executives. 

In this episode we spoke with Nate Brown. Nate is the Executive Director of CX Accelerator, a non-profit community that exists to equip, encourage, and connect Customer Experience professionals at every stage of their career journey.Nate discussed the core principals of capturing the loyalty of the modern customer, and some of the outdated approaches and mindsets to avoid.During our chat, Nate shared some tips for getting organization wide buy-in to delivering great CX and some examples of effective campaigns he's seen businesses run to turn more customers into loyal fans.

In this episode we spoke with Lisa Erickson. Lisa is a former Customer Relationship Director turned advocacy consultant with over 20 years industry experience with companies including Best Buy, Target and Sleep Number Corp. Lisa discussed why customer value goes beyond how much they're spending and the success she had in implementing a model which recognized the additional revenue being driven through advocacy.During our chat, Lisa shared some examples of campaigns she's run to help turn her customers into loyal brand fans.

In this episode we spoke with Cam Roegiers de Silva, a customer strategy expert with over 10 years experience in the fashion industry.Cam shared some practical steps that CX and CRM leaders can take to turn advocacy into a powerful growth channel within their business. During our chat, Cam shared some examples of campaigns she ran at eCommerce retailer Stitch Fix to help turn their customers into loyal brand fans.

In this episode we spoke with David Wachs, CEO of Handwrytten.David shared the story that led him to founding Handwrytten and how they're helping brands to cut through the noise and engage with their customers like never before.During our chat, David also shared some best practices around implementing handwritten notes into your customer strategy.

In this episode we spoke with Shorouk Ali, Assistant Customer Experience Manager at Boubyan Bank.Shorouk discussed how tracking advocacy has helped her team build successful customer led initiatives which in turn are keeping customers loyal to the bank. During our chat, Shorouk also shared how the CEO and other senior leaders have immersed themselves in direct customer feedback, which is helping to drive their long term growth strategy. 

In this episode we spoke with Nathalie Nahai, best selling author,  behavioural science and consumer trends expert. Nathalie shared 4 key psychology principals and how to apply them to your CX strategy so you can engage your customers like never before.During our chat, Nathalie also explained how nailing these principals can help turn passive customers into active brand advocates and what impact this will have on your bottom line.  

In this episode we spoke with Rob Korzinek, Founder & CEO of Zing Cover.Rob discussed Zing's approach to CX and why having a big focus on it at all levels of the business is giving them a competitive advantage in the market.During our chat, Rob also shared some key advice on selling the benefits of taking a customer led approach to the CFO and other executives to ensure their buy in. 

In this episode we spoke with Ingrid van Ruiswijk, Senior Customer Service Manager for E-commerce at PVH Corp and formally New Balance. Ingrid shared her advice on how customer service teams can be seen less as a cost driven operation and more as an essential way to generate better customer loyalty and retention for the business.  During our chat, Ingrid also shared some successful customer service campaigns she's executed which targeted and nurtured their brand fans.

In this episode we spoke with Charles Ryan Minton, Keynote Speaker & Bestselling Author of Thanks for Coming in Today.Charles shared some real-world, actionable steps for how any business can immediately improve their customer experience ratings from his many years of experience working in the hospitality sector. During our chat, Charles also discussed some key ways to create a culture where employees care, stay and deliver consistently remarkable customer experiences.

In this episode we spoke with Adrian Swinscoe, CX advisor, author, speaker and creator of Punk CX.Adrian discussed the concept of a punk version of customer experience and how it pushes business leaders to fundamentally think and act differently in their approach to CX.During our chat, Adrian shared some key concepts and practical takeaways from his best selling books that will allow you harness your inner punk and transform your own CX. 

In this episode we spoke with Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum. Lynn discussed the concept of Customer Inspired Growth and how businesses can grow 8x more by leading with this approach.  During our chat, Lynn explained how companies can use CX insights more effectively to guide the growth of their  business and how to engage their leadership team to invest in this approach. 

In this episode we spoke with Jay Baer, renowned CX strategist, researcher, and bestselling author of The Time To Win.  Jay discussed the importance of responsiveness in CX and how to strike the balance between speed and personalisation to drive maximum engagement with your customers. During our chat, Jay shared examples of companies he's seen striking this balance to great effect and what impact this has had on their business. 

In this episode we spoke with Nick Macfarline, a Customer Experience Leader who's previous companies include Sky, Vodafone and Cazoo. Nick shared his 5 step approach to achieving great customer experience from his time working at some of the UK's biggest companies.   During our chat, Nick also discussed some of the biggest challenges facing CX teams today and how customer advocacy is vital in helping to overcome these. 

In this episode we spoke with Dennis Snow, a former Disney World executive and Customer Experience Speaker, Consultant and Author. Dennis revealed what brands from all walks of life can learn from Disney World's core principals around customer love to help build their own base of loyal fans. During our chat, Dennis also discussed how organizations can hardwire long term customer centricity within their business and how can employees, in a stressful, fast-paced environment can consistently create customer delight.

In this episode we spoke with Brittany Hodak (author of Creating Superfans), Nate Henderson (CEO of BILT Intelligent Instructions), Carol Meyers (Partner at Glasswing Ventures) and Andy Cockburn (CEO and Co Founder of Mention Me).  Our expert panel discussed their top CX highlights from 2023 as well as the biggest challenges and lessons they'd encountered over the last 12 months. We then shifted our focus to 2024, where we discussed the key CX trends to be aware of next year and how to turn customer advocacy into a core marketing strategy.

In this episode we spoke with Josh Garellek, Co-Founder and CEO of Artic Leaf. Josh spoke about his passion for network marketing and how brands can best utilise this strategy to drive exponential growth for their business.  During our chat, Josh also discussed the importance of identifying your brand advocates and shared examples of campaigns he's run with his clients to help nurture them in the right way.

In this episode we spoke with Lash Fary, Founder and President of Distinctive Assets, the official gifting company for the GRAMMYs®.  Lash discussed why gifts are so highly coveted, whether you're an everyday consumer or a celebrity, and best practices from over 25 years of experience on how to maximise your gifting strategy. During our chat, Lash also shared some unique stories from the many award shows he's worked on, which may make you see your favourite celebrities in a whole new light!

In this episode we spoke with Dan Gingiss, renowned Customer Experience keynote speaker and best selling author. Dan discussed why traditional paid marketing strategies are no longer enough in today's market and that there is another ‘holy grail' businesses should strive for. During our chat, Dan also shared ways to create more engaging experiences that turn your customers into loyal fans who come back and spend more often. 

In this episode we spoke with Mitch Reno, Principal Director of Customer Experience at Rehmann Consulting.  Mitch discussed some core principles and strategies he helps his clients implement to drive better loyalty and retention.  During our chat, Mitch also shared examples of campaigns he's run with his clients to help turn their customers into loyal fans.

In this episode we spoke with Ed Deason, Head of Customer Experience at Wiggle Chain Reaction. Ed spoke about how brands can start to move away from one off transactional relationships with their customers and start building deeper, more meaningful connections. During our chat, Ed also discussed the difference between a repeat and loyal customer and shared some examples of campaigns he's run to turn more customers into fans.

In this episode we spoke with Adam Rostom, an experienced CMO and business leader who's worked at the likes of Dyson, Innocent and Ovo. Adam spoke about the challenges facing marketing and CX leaders when trying to drive real change in their business- and how customer advocacy can be the key to securing a seat at the top table. During our chat, Adam also shared examples of campaigns he's run centred around customer love that got the attention of senior leadership from other teams.

In this episode we spoke with Shelly Chandler, Founder and Principal Strategist for EvolveX.  Shelly discussed how CX leaders can ensure they're involved in the early stages of their companies decision making process so they can create strategies that drive real impact.    During our chat, Shelly also shared some key challenges and trends she's seeing within the CX space and how she sees the role of CX evolving over the next few years. 

In this episode we spoke with Ben Afia, a renowned FTSE100 customer communication expert. Ben discussed his 3 step approach to making your consumer experiences more human so you can turn more customers into loyal fans.   During our chat, Ben shared specific strategies he's helped businesses implement to deeply connect their culture and brand and what they've been able to achieve as a result.

In this episode we spoke with Carol Meyers, an experienced CMO and now venture partner at Glasswing Ventures. Carol discussed why more venture capital groups now look at investing in referable companies with high retention rates, and not just the ones bringing in the most new business. During our chat, Carol shared some examples of businesses she's invested in that were successfully growing through their biggest advocates and what they've been able to achieve as a result.

In this episode we spoke with  Isobel Mills, Customer Delight Director at Bloom and Wild.  Isobel discussed how Bloom and Wild are identifying, engaging and nurturing their biggest fans to drive incremental and profitable growth for the business. Isobel also shared her perspective on the some of the challenges facing CX teams today, and how customer advocacy can be used to tackle them. 

In this episode we spoke with Jim Tincher,  best selling author and founder of Heart of the Customer. Jim discussed how identifying and nurturing your biggest brand fans will ultimately drive sustainable, organic growth for your business.  During our chat, Jim also revealed how brands can harness data to create experiences that delights their customers and ultimately turns more into loyal advocates. 

In this episode we spoke with Dr Aaron Ahuvia, the world's leading scientific expert on brand love and author of The Things We Love. Aaron discussed the key psychological traits behind customers falling in love with your brand and how you can use this to build more loyal fans. During our chat, Aaron also revealed some groundbreaking neuroscience research that will get you thinking very differently about how and why customers build a relationship with your brand. 

In this episode we spoke with Stacy Sherman, renowned customer experience keynote speaker and content creator.  Stacy discussed the very important, and often overlooked, subject of how brands can create inclusive experiences for both customers and employees with different needs and abilities. Stacy also shared some examples of where she's seen businesses doing this to great effect and the steps your business can take to start building a more inclusive CX experience. 

In this episode we spoke with Charlotte Pearce, a Forbes 30 under 30 award winner and CEO and founder of Inkpact. Charlotte discussed how Inkpact are helping their clients to create a deeper, emotional connection with their customers. By  producing personalised handwritten notes triggered at specific parts of the customer journey, their clients are seeing a significant increase in sales, loyalty and LTV. Charlotte also discussed some key behavioural psychology trends in CX and how you can apply that to your own strategy to help build your own base of loyal fans.

In this episode we spoke with Dr Marcus Köhnlein, a serial entrepreneur who has built multiple successful customer-centric businesses. Marcus shared his secrets behind starting and growing a customer love business in the right way, and why this will give you a real competitive advantage.  Marcus also reflected on the different approaches and challenges when founding a company built on customer centricity vs developing a customer centric culture in an existing business for the first time. 

In this episode we spoke with James Dodkins, best selling author, keynote speaker and The Customer Experience rockstar! During our chat, James discussed how brands can better understand and harness AI to elevate their Customer Experience strategy. James also reflects on how we can balance the digital and human touch in the era of AI and shared examples of where he's seen AI having a positive impact on CX. 

In this episode we spoke with Saari Gardner, Chief Experience Officer at CEO Coaching International. Saari discussed what the 3 levels of personalization are and how businesses can execute them to attract and retain more of their best customers.  Saari also uncovers some key personalization and CX trends businesses need to be aware of as well as examples of companies executing personalization effectively and what impact it had on their business. 

In this episode we spoke with  Suriya Liensavanh, who's most recent role was Global Head of CRM at GANNI, Suriya discussed his experience of harnessing advocacy to drive his customer marketing strategy and deliver incremental growth across his base. During our chat, Suriya also shared some examples of dedicated campaigns and events his team ran which helped turn his customers into loyal fans.

In this episode we spoke with Nate Henderson, CEO of BILT Intelligence Instructions, a CX platform. Nate shares his story of building a company designed to enrich peoples lives and why he's putting customer love at the centre of the business.   During our chat, Nate also shares how he and his leadership team measure CX success and how you can ensure your company maintains its customer values as it scales into different regions. 

In this episode we spoke with Annette Franz, best selling author and Founder and CEO of CX Journey Inc. Annette shares how brands can create cutting edge customer experiences that drive sustainable and profitable growth for their business. During our chat, Annette also shares how business leaders can transform their existing company culture and rebuild it in every way around the needs of their customers (while putting employees first).