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, JCPenney 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.