The Business of Customer Love

In this episode we spoke with  Isobel Mills, Customer Delight Director at Bloom and Wild.  Isobel discussed how Bloom and Wild are identifying, engaging and nurturing their biggest fans to drive incremental and profitable growth for the business. Isobel also shared her perspective on the some of the challenges facing CX teams today, and how customer advocacy can be used to tackle them. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Jim Tincher,  best selling author and founder of Heart of the Customer. Jim discussed how identifying and nurturing your biggest brand fans will ultimately drive sustainable, organic growth for your business.  During our chat, Jim also revealed how brands can harness data to create experiences that delights their customers and ultimately turns more into loyal advocates. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Dr Aaron Ahuvia, the world's leading scientific expert on brand love and author of The Things We Love. Aaron discussed the key psychological traits behind customers falling in love with your brand and how you can use this to build more loyal fans. During our chat, Aaron also revealed some groundbreaking neuroscience research that will get you thinking very differently about how and why customers build a relationship with your brand. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Stacy Sherman, renowned customer experience keynote speaker and content creator.  Stacy discussed the very important, and often overlooked, subject of how brands can create inclusive experiences for both customers and employees with different needs and abilities. Stacy also shared some examples of where she's seen businesses doing this to great effect and the steps your business can take to start building a more inclusive CX experience. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Charlotte Pearce, a Forbes 30 under 30 award winner and CEO and founder of Inkpact. Charlotte discussed how Inkpact are helping their clients to create a deeper, emotional connection with their customers. By  producing personalised handwritten notes triggered at specific parts of the customer journey, their clients are seeing a significant increase in sales, loyalty and LTV. Charlotte also discussed some key behavioural psychology trends in CX and how you can apply that to your own strategy to help build your own base of loyal fans.Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Dr Marcus Köhnlein, a serial entrepreneur who has built multiple successful customer-centric businesses. Marcus shared his secrets behind starting and growing a customer love business in the right way, and why this will give you a real competitive advantage.  Marcus also reflected on the different approaches and challenges when founding a company built on customer centricity vs developing a customer centric culture in an existing business for the first time. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with James Dodkins, best selling author, keynote speaker and The Customer Experience rockstar! During our chat, James discussed how brands can better understand and harness AI to elevate their Customer Experience strategy. James also reflects on how we can balance the digital and human touch in the era of AI and shared examples of where he's seen AI having a positive impact on CX. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Saari Gardner, Chief Experience Officer at CEO Coaching International. Saari discussed what the 3 levels of personalization are and how businesses can execute them to attract and retain more of their best customers.  Saari also uncovers some key personalization and CX trends businesses need to be aware of as well as examples of companies executing personalization effectively and what impact it had on their business. Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with  Suriya Liensavanh, who’s most recent role was Global Head of CRM at GANNI, Suriya discussed his experience of harnessing advocacy to drive his customer marketing strategy and deliver incremental growth across his base. During our chat, Suriya also shared some examples of dedicated campaigns and events his team ran which helped turn his customers into loyal fans.Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Nate Henderson, CEO of BILT Intelligence Instructions, a CX platform. Nate shares his story of building a company designed to enrich peoples lives and why he's putting customer love at the centre of the business.   During our chat, Nate also shares how he and his leadership team measure CX success and how you can ensure your company maintains its customer values as it scales into different regions. Hosted by Ausha. See ausha.co/privacy-policy for more information.