The Business of Customer Love

The Business of Customer Love Year in Review Special 2023 with Brittany Hodak, Nate Henderson, Carol Meyers and Andy Cockburn

Nov 15, 2023

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) discuss their top CX highlights from 2023, key CX trends for 2024, and turning customer advocacy into a core marketing strategy.

45:19

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Quick takeaways

Building a base of loyal fans who continuously return and refer their friends is crucial for businesses to achieve transformational results for both themselves and their customers.

Companies are placing greater emphasis on providing a seamless and cohesive omni-channel experience throughout the customer journey, realizing the importance of deploying technology intentionally to enhance customer touchpoints and improve overall customer experiences.

Deep dives

Importance of Customer Advocacy

Businesses are recognizing the significance of customer advocacy as a means to drive sustainable organic growth. By building a base of loyal fans who continuously return and refer their friends, companies can achieve transformational results for both themselves and their customers.

Introduction

2min

Revolutionizing Customer Experience in 2023

3min

Prioritizing Customer Success in the Cybersecurity Industry

3min

Transitioning from a Referral Platform to a Customer Advocacy Intelligence Platform

23min

Implementing Customer Advocacy as a Long-Term Strategy

10min

The Importance of Customer Love and Investor Metrics for Sustainable Growth

4min

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.

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