The one with the psychology of loyalty - Vinay Parmar E204

What's on your mind? Let CX Passport know...

🎤🎞️“The one with the psychology of loyalty” with Vinay Parmar Speaker & Consultant in CX Passport Episode 204🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Vinay Parmar

1:19 Why relationships matter more than products in CX

3:25 The three types of customers: One-night stand vs. lifelong loyalty

6:37 The role of trust in customer decision-making

8:18 The psychology behind customer experience

11:24 How emotions shape brand perception and loyalty

12:37 Listening as the key to better business results

14:20 The flaws of traditional voice-of-customer programs

18:25 First Class Lounge

22:35 How companies can truly understand customer emotions

25:43 Turning insights into action inside a company

29:06 Creating sustainable CX strategies through consistency

32:06 Measuring what truly matters to your customers

33:31 Where to connect with Vinay

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Vinay LinkedIn: https://www.linkedin.com/in/vinayparmar/

Vinay website: https://vinayparmar.co.uk/