The Business of Customer Love

In this episode we spoke with Shorouk Ali, Assistant Customer Experience Manager at Boubyan Bank.Shorouk discussed how tracking advocacy has helped her team build successful customer led initiatives which in turn are keeping customers loyal to the bank. During our chat, Shorouk also shared how the CEO and other senior leaders have immersed themselves in direct customer feedback, which is helping to drive their long term growth strategy. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Nathalie Nahai, best selling author,  behavioural science and consumer trends expert. Nathalie shared 4 key psychology principals and how to apply them to your CX strategy so you can engage your customers like never before.During our chat, Nathalie also explained how nailing these principals can help turn passive customers into active brand advocates and what impact this will have on your bottom line.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Rob Korzinek, Founder & CEO of Zing Cover.Rob discussed Zing's approach to CX and why having a big focus on it at all levels of the business is giving them a competitive advantage in the market.During our chat, Rob also shared some key advice on selling the benefits of taking a customer led approach to the CFO and other executives to ensure their buy in. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Ingrid van Ruiswijk, Senior Customer Service Manager for E-commerce at PVH Corp and formally New Balance. Ingrid shared her advice on how customer service teams can be seen less as a cost driven operation and more as an essential way to generate better customer loyalty and retention for the business.  During our chat, Ingrid also shared some successful customer service campaigns she's executed which targeted and nurtured their brand fans.Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Charles Ryan Minton, Keynote Speaker & Bestselling Author of Thanks for Coming in Today.Charles shared some real-world, actionable steps for how any business can immediately improve their customer experience ratings from his many years of experience working in the hospitality sector. During our chat, Charles also discussed some key ways to create a culture where employees care, stay and deliver consistently remarkable customer experiences.Hosted by Ausha. See ausha.co/privacy-policy for more information.

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.

In this episode we spoke with Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum. Lynn discussed the concept of Customer Inspired Growth and how businesses can grow 8x more by leading with this approach.  During our chat, Lynn explained how companies can use CX insights more effectively to guide the growth of their  business and how to engage their leadership team to invest in this approach. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Jay Baer, renowned CX strategist, researcher, and bestselling author of The Time To Win.  Jay discussed the importance of responsiveness in CX and how to strike the balance between speed and personalisation to drive maximum engagement with your customers. During our chat, Jay shared examples of companies he's seen striking this balance to great effect and what impact this has had on their business. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Nick Macfarline, a Customer Experience Leader who’s previous companies include Sky, Vodafone and Cazoo. Nick shared his 5 step approach to achieving great customer experience from his time working at some of the UK's biggest companies.   During our chat, Nick also discussed some of the biggest challenges facing CX teams today and how customer advocacy is vital in helping to overcome these. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Dennis Snow, a former Disney World executive and Customer Experience Speaker, Consultant and Author. Dennis revealed what brands from all walks of life can learn from Disney World's core principals around customer love to help build their own base of loyal fans. During our chat, Dennis also discussed how organizations can hardwire long term customer centricity within their business and how can employees, in a stressful, fast-paced environment can consistently create customer delight.Hosted by Ausha. See ausha.co/privacy-policy for more information.