The Business of Customer Love

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 is 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 RemovalFred Reichheld, Creator of the Net Promotor ScoreCarol Meyers, Partner at Glasswing VenturesBrittany Hodak, Author of Creating SuperfansSuriya Liensavanh, Global CRM and CX LeaderAngela Porter, Marketing Leader, formally ProCook, Dunelm and TescoShep Hyken, New York Times and Wall Street Journal bestselling authorLash Fary, Founder and President of Distinctive AssetsHosted 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.Hosted by Ausha. See ausha.co/privacy-policy for more information.

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.Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Erin Gray. Erin is the Senior VP CX at Endy, and before that spent 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. Hosted by Ausha. See ausha.co/privacy-policy for more information.

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.Hosted by Ausha. See ausha.co/privacy-policy for more information.

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.Hosted by Ausha. See ausha.co/privacy-policy for more information.

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.Hosted by Ausha. See ausha.co/privacy-policy for more information.

David Wachs, CEO of Handwrytten, discusses the power of handwritten notes in transforming customer relationships. He shares best practices and examples, including using handwritten notes to create deeper connections with customers and implementing them into customer strategies. They also explore the journey of building their business and the complexities of scaling handwritten notes with the help of machines and computer vision. The podcast also highlights the features and functionalities of Handwrytten's platform.