The Business of Customer Love
Take a Punk rock approach to your CX and create more superfans with Adrian Swinscoe
Jan 3, 2024
Adrian Swinscoe, CX advisor and creator of Punk CX, discusses the punk version of customer experience and the need for business leaders to think differently. Topics include a bittersweet customer experience, challenging the status quo, creating true loyalty, and the importance of commitment and continuous improvement in CX.
32:34
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Quick takeaways
- Loyalty should be embedded in the DNA of the organization, focusing on building trust and making it easy for customers to do business with them.
- Customer experience professionals should have the creative license to try new approaches and think outside the box in order to deliver more impactful results and stand out from the competition.
Deep dives
The importance of customer loyalty and its connection to the entire business
Customer loyalty goes beyond just having a loyalty program. It is driven by the overall experience customers have with a brand. Research shows that about 90% of loyalty is influenced by the buying experience and how companies handle any issues or problems that arise. Therefore, companies need to focus on building trust and making it easy for customers to do business with them. Loyalty should be embedded in the DNA of the organization, rather than relying solely on a loyalty program.
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