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 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 Removal Fred Reichheld, Creator of the Net Promotor Score Carol Meyers, Partner at Glasswing Ventures Brittany Hodak, Author of Creating Superfans Suriya Liensavanh, Global CRM and CX Leader Angela Porter, Marketing Leader, formally ProCook, Dunelm and Tesco Shep Hyken, New York Times and Wall Street Journal bestselling author Lash Fary, Founder and President of Distinctive Assets Hosted 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 spend 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.