최고 Customer Love 팟캐스트 (2024)

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#14 | Das war unser 1. Jahr Customer Love 29:44

7d ago29:44

29:44

Das war unser 1. Jahr Customer LoveIn der letzten Folge in diesem Jahr blicken Dimitrios Haratsis, Dr. Philipp Spreer und Joachim Stalph zurück auf das erste Jahr „Customer Love“ 💖 und auf viele spannende Folgen und Gäste. Sie greifen die wichtigsten Trends und Diskussionen auf, die in den ersten 13 Folgen mit unseren Gästen aufgeworfen wurden. Es …

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#13 | mit Norman Wagner von Utiq | Verantwortungsvoller Umgang mit Daten | First-Party-Strategien und Authentic Consent | Data-Clean-Rooms | Die Rolle der Medien in der Zukunft der Werbung 56:45

16d ago56:45

56:45

Datenschutz oder Datenchaos?In Folge 13 unseres Podcasts „Customer Love“ 💖 diskutiert Dimitrios Haratsis mit Norman Wagner, Managing Director Germany bei Utiq, über kluge Datenstrategien im digitalen Zeitalter.Sie tauchen in die Welt der First-Party-Daten ein und betonen die Wichtigkeit des „Authentic Consent“ – also echte Zustimmung, die Kunden je…

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#12 | mit Dr. Ralf Belusa, Hapag-Lloyd AG | Digitale Transformation & Kundenzentrierung | KI mit Sinn einsetzen | Kundensegmentierung optimieren | datengetriebenes Marketing der Zukunft 44:14

1M ago44:14

44:14

Digitale Transformation und Kundenzentrierung bei Hapag-Lloyd - Insights mit Dr. Ralf Belusa 🤝In der zwölften Folge von "Customer Love" 💖 begrüßt @Dimitrios Haratsis @Dr. Ralf Belusa, Managing Director bei Hapag-Lloyd AG.In einem erkenntnisreichen Gespräch beleuchten die beiden, wie Unternehmen die digitale Transformation meistern und den Kunden wi…

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#11 | mit Jeanette Okwu vom Bundesverband Influencer-Marketing | Vertrauen und Präzision im Influencer-Marketing | Daten als Entscheidungsträger | Zukunftswege für Glaubwürdigkeit und Nachhaltigkeit 36:45

1M ago36:45

36:45

Die Daten sprechen lassen: Vertrauen und Präzision im Influencer-Marketing 🤝In der neuesten Episode von Customer Love begrüßt Host @Dimitrios Haratsis @Jeanette Okwu, Chairwoman of the Board beim Bundesverband Influencer-Marketing e.V..Gemeinsam erkunden sie die essentielle Rolle von Vertrauen und Glaubwürdigkeit im Influencer-Marketing und diskuti…

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#10 | mit Paul Pörtner, Tom Tailor | Omni-Kanal im Fokus | Verschiebung im Kundenverhalten | Daten & Personalisierung | Kundenaktivierung & Vertrauen 41:26

2M ago41:26

41:26

Zwischen Klicks und Steinen: Die Zukunft des Einzelhandels im Omni-Kanal-Zeitalter In der neuesten Folge von "Customer Love" diskutiert Host Dimitrios Haratsis mit Paul Pörtner, dem General Manager Direct to Consumer bei Tom Tailor, über den technologischen Wandel und seine Auswirkungen auf die Fashion-Branche seit der Pandemie. Themen sind unter a…

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#9 | mit Alexander Schlüter von Flix(bus) | Datenzentrierte Organisation | Behavioral Segmentierung | First-Party-Datenstrategie | Generative AI für bessere Customer Experience 42:00

2M ago42:00

42:00

"Im Olymp der Datenzentrierung: Wie man Kunden gewinnt und hält" 🏆 In der heutigen Folge von „Customer Love“ taucht Host @Dimitrios Haratsis mit @Alexander Schlüter, VP Marketing & Customer Product bei Flix(bus), in die Welt der datengetriebenen Organisationen ein. Gemeinsam beleuchten sie, wie Flix Daten nutzt, um Reisen für alle möglich zu machen…

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#8 | mit Daniela Cerna, Zurich Insurance | Data Love is Customer Love | Customer Lifetime Value | AI-generierte Verständlichkeit | nahtlose Kundenjourneys 40:09

3M ago40:09

40:09

Customer Love is Data Love 🩵 - and vice versa 🔄 Mit @Daniela Cerna, Head of Strategy Customer & Sustainability @Zurich Insurance, taucht @Dimitrios Haratsis in die Tiefen der Kundenzentierung bei Versicherern ab. Unter anderem diskutieren die beiden darüber, ➡️ wie sich die Versicherungsbranche in den letzten 12-13 Jahren verändert hat. Spoiler: Ku…

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#7 | mit Corinna Hohenleitner, Criteo | Customer Love in der dmexco-Woche | Erfolgsfaktoren & datenbasierte Messbarkeit | Datenschutz bleibt zentral | Consent is King! 46:36

3M ago46:36

46:36

Customer Love in der dmexco-Woche! Host Dimitrios Haratsis lässt sich im Gespräch mit Corinna Hohenleitner, Director CEU, Activation bei criteo, mitnehmen in die faszinierende Welt des Retail Media - einer Branche auf der Überholspur. Corinna gibt uns Einblicke in die Erfolgsfaktoren von Retail Media: - Marken und Produkte werden dort präsentiert, …

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#6 | mit Co-Host Joachim Stalph | Googles Hin und Her um 3rd Party Cookies | 1st Party-Datenstrategie bleibt die Marschroute | Zeit zur Orientierung, aber keine langfristige Lösung 23:43

4M ago23:43

23:43

Aufgehoben – aber doch nur aufgeschoben? In unserer heutigen Podcast-Folge von „Customer Love“ diskutieren Dimitrios Haratsis und Joachim Stalph Googles Hin und Her um Third Party Cookies. Nun fallen diese im marktführenden Browser doch nicht weg – und nun ist das Problem gelöst? Joachim plädiert klar dafür, dass werbetreibende Unternehmen sich wei…

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#5 | mit Co-Host Philipp Spreer | Behavioral Product Design | KI und Behavioral Design in der Produktentwicklung | Silicon Personas | Fake Door Testing | Kundenfokus in der Produktentwicklung 41:47

4M ago41:47

41:47

Behavioral Product Design – Der Weg zum belastbarsten Business Case ever 🏆 Heute begrüßen sich Podcast-Host @Dimitrios Haratsis und Co-Host @Philipp Spreer zu der 5. Folge "Customer Love". In dieser gibt Philipp einzigartige Insights des neuen Ansatzes Behavioral Product Design in der Produktentwicklung und diskutiert mit Dimi über das Potenzial de…

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#4 | mit Stefan Wolk von Fielmann | Kundenfokussierung im leanen Familienunternehmen | Fashion, Gesundheit und Handwerk im Dreiklang | Individualisierung via Kundenaccounts | das Potential von KI 50:49

5M ago50:49

50:49

Der Customer Love-Host @Dimitrios Haratsis trifft in dieser Woche @Stefan Wolk, Director E-Commerce bei @Fielmann. Brillen als Fashion-Accessoires 👓, die aber auch ihren Dienst im Sinne der Gesundheit der Kund*innen tun sollen, werfen einen spannenden neuen Blickwinkel auf Relationship-Commerce auf: - Was macht Fielmann zum Universal-Optiker? - Ist…

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#3 Hin und her macht die Taschen leer | mit Hava Misimi von Femance | nachhaltige Kundenbeziehungen in Finance| Kundenbedürfnis nach Sicherheit - transparent, einfach und klar kommuniziert 30:16

5M ago30:16

30:16

Hin und her macht die Taschen leer 💸 - Warum nachhaltige Kundenbeziehungen in der Finanzdienstleistung entscheidend sind! In der 3. Folge von "Customer Love" ist Hava Misimi zu Gast bei Dimitrios Haratsis. Hava ist Gründerin und CEO von Femance und setzt sich mit ihrem Team für Finanzbildung und eine Welt, in der alle finanziell sorglos sind, ein -…

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How McDonald's serves up customer love through powerful, localized experiences with Deanna Hernandez 27:51

5M ago27:51

27:51

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, JCP Penny and Ace Hardware Corp. Deanna discussed how a company like McDonald's approaches customer loyalty and what opportunities they've identified to get ahead o…

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Making the leap from Chief Customer Officer to CEO and leading with an experience mindset with Lee Roquet 30:06

6M ago30:06

30:06

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 cust…

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#2 We-Commerce | mit Bastian Siebers von flaconi | das Miteinander mit Kunden, Partnern, im Team | Bekanntheit und Vertrauen | Bestandskunden mit Mehrwert 36:18

6M ago36:18

36:18

"We-Commerce - Das Miteinander macht den Unterschied 🤝 Heute begrüßt Dimitrios Haratsis in der zweiten Folge von "Customer Love" 💖 Bastian Siebers, CEO bei flaconi.Die beiden beleuchten den Weg von einer produktfokussierten zu einer customer-centric Organisation, den Bastian mit flaconi eingeschlagen hat. Entscheidend hierbei sind neben der vertrau…

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4 key research findings you need to know about to supercharge your customer strategy with Will Kingston 34:18

6M ago34:18

34:18

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 e…

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#1 Verantwortungsvolle Datennutzung | mit Dirk Freytag von BVDW | Datennutzung mit Mehrwert | kundenzentrierte Perspektive | AI als Enabler für Kreativität 43:53

6M ago43:53

43:53

Datengold oder Datenschutz-Debakel? In Folge 1 des Podcasts "Customer Love" trifft Dimitrios Haratsis auf Dirk Freytag, Präsident des Bundesverband Digitale Wirtschaft (BVDW) e. V. Als "Urgesteine" im Digitalen Marketing tauschen sich die beiden über die aktuelle Marschroute in der Branche aus, die das Thema Datennutzung auf den Prüfstand stellt. D…

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How Fluffy pet insurance is harnessing customer love to stand out from the crowd with Pavel Gertsberg 25:05

7M ago25:05

25:05

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 p…

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The science behind building true brand love with Dr Paul Zak 25:40

7M ago25:40

25:40

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…

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#0 R-Commerce: Kundenzentrierung, jetzt aber richtig! | Wertschöpfung aus Kundenverhalten | nachhaltige Kundenbeziehungen | Datenstrategie | Customer Lifetime Value | Profitabilität im E-Commerce 41:58

7M ago41:58

41:58

Willkommen zu Customer Love ! 💖 Wir stellen Euch R-Commerce (Relationship-Commerce), unsere neue Philosophie für das Digital Business, die in nachhaltigen Kundenbeziehungen 🤝 den Dreh- und Angelpunkt identifiziert, in unserem Podcast 🎙 vor. Den Auftakt in der "Folge 0" machen die drei Köpfe hinter R-Commerce: Martech-Experte Dimitrios Haratsis tauc…

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The secrets to deploying effective digital transformation projects that enrich your customer interactions with Sam Magee 22:32

7M ago22:32

22:32

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 vie…

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What professional sport and executing a successful CX strategy have in common with Edmund Bradbury 32:57

7M ago32:57

32:57

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 …

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Never lose another customer again: how to turn sales into lifelong loyalty with Joey Coleman 34:02

8M ago34:02

34:02

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. …

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How B&Q are building stronger customer relationships and driving LTV through the TradePoint app with Harry Blamire 40:22

8M ago40:22

40:22

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 gr…

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Why Hastings Direct puts a premium on customer insights to help drive business growth with Sam Phillips-Lord 32:10

8M ago32:10

32:10

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 …

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Why HSBC is banking on customer advocacy to drive long term, sustainable growth with Paul Richardson 31:51

8M ago31:51

31:51

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 discu…

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The Business of Customer Love 50th Episode Special Edition 27:36

8M ago27:36

27:36

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 Removal Fred Reichheld, Creator of the Net Promotor Score Carol Meyers, Partner at Glasswing Ventures Brittany …

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How ProCook's partnership with Mention Me has turned customer advocacy into a profitable growth channel with Angela Porter 26:35

9M ago26:35

26:35

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 profit…

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How to transform your customer experience by nailing your employee experience with Jeff Dewing 24:39

9M ago24:39

24:39

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…

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Why Customer Advocacy needs to be a top priority when it comes to growing your business with Mark Slatin 24:05

9M ago24:05

24:05

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 se…

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How Endy Mattresses Customer Love Programme is driving dream results for the business with Erin Gray 38:40

10M ago38:40

38:40

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…

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The customer loyalty approaches holding your business back.. and how you can overcome them with Nate Brown 27:02

10M ago27:02

27:02

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 approac…

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How Sleep Number uses advocacy data to identify and nurture their most valuable customers and drive profitable growth with Lisa Erickson 20:23

10M ago20:23

20:23

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 …

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Taking your first steps to implementing a Customer Advocacy strategy in your business with Camille Roegiers de Silva 25:34

10M ago25:34

25:34

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 ret…

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How the power of handwritten notes can transform your customer relationships with David Wachs 23:58

11M ago23:58

23:58

In this episode we spoke with David Wachs, CEO of Handwrytten. David shared the story that led him to founding Handwrytten and how they're helping brands to cut through the noise and engage with their customers like never before. During our chat, David also shared some best practices around implementing handwritten notes into your customer strategy…

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How Boubyan Bank is using advocacy to build better products and keep their customers loyal with Shorouk Ali 20:21

11M ago20:21

20:21

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 themsel…

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The secret psychology behind great customer experience you need to know about with Nathalie Nahai 22:54

11M ago22:54

22:54

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 custo…

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Why Zing Cover's key policy is providing a premium customer experience with Rob Korzinek 27:46

11M ago27:46

27:46

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 ot…

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How New Balance and PVH are utilising their customer service teams to create more superfans with Ingrid van Ruiswijk 20:04

12M ago20:04

20:04

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, I…

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Serving up great CX: What other industries can learn from the hospitality sector with Charles Ryan Minton 19:24

12M ago19:24

19:24

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 disc…

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Take a Punk rock approach to your CX and create more superfans with Adrian Swinscoe 32:34

12M ago32:34

32:34

In this episode we spoke with Adrian Swinscoe, CX advisor, author, speaker and creator of Punk CX. Adrian discussed the concept of a punk version of customer experience and how it pushes business leaders to fundamentally think and act differently in their approach to CX. During our chat, Adrian shared some key concepts and practical takeaways from …

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How leading with Customer Inspired Growth can transform your business economics with Lynn Hunsaker 30:28

1y ago30:28

30:28

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 en…

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The need for speed: Why responsiveness could be your quickest way to customer love with Jay Baer 25:46

1y ago25:46

25:46

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 strik…

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Delivering exceptional customer experience at leading UK brands with Nick Macfarlane 32:31

1y ago32:31

32:31

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 …

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Uncovering Disney World's magical principals to Customer Love with Dennis Snow 25:10

1y ago25:10

25:10

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 …

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The Business of Customer Love Year in Review Special 2023 with Brittany Hodak, Nate Henderson, Carol Meyers and Andy Cockburn 45:19

1y ago45:19

45:19

In this episode we spoke with Brittany Hodak (author of Creating Superfans), Nate Henderson (CEO of BILT Intelligent Instructions), Carol Meyers (Partner at Glasswing Ventures) and Andy Cockburn (CEO and Co Founder of Mention Me). Our expert panel discussed their top CX highlights from 2023 as well as the biggest challenges and lessons they'd encou…

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How to harness the power of Network Marketing to drive sustainable revenue with Josh Garellek 27:16

1y ago27:16

27:16

In this episode we spoke with Josh Garellek, Co-Founder and CEO of Artic Leaf. Josh spoke about his passion for network marketing and how brands can best utilise this strategy to drive exponential growth for their business. During our chat, Josh also discussed the importance of identifying your brand advocates and shared examples of campaigns he's …

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Gifting at the GRAMMYs®: Your guide to delighting customers from the king of celebrity placement with Lash Fary 26:07

1y ago26:07

26:07

In this episode we spoke with Lash Fary, Founder and President of Distinctive Assets, the official gifting company for the GRAMMYs®. Lash discussed why gifts are so highly coveted, whether you’re an everyday consumer or a celebrity, and best practices from over 25 years of experience on how to maximise your gifting strategy. During our chat, Lash a…

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Become an Experience Maker and turn customer love into your most profitable growth driver with Dan Gingiss 29:15

1y ago29:15

29:15

In this episode we spoke with Dan Gingiss, renowned Customer Experience keynote speaker and best selling author. Dan discussed why traditional paid marketing strategies are no longer enough in today’s market and that there is another ‘holy grail’ businesses should strive for. During our chat, Dan also shared ways to create more engaging experiences…

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Building a long term customer growth engine in your business with Mitch Reno 27:59

1y ago27:59

27:59

In this episode we spoke with Mitch Reno, Principal Director of Customer Experience at Rehmann Consulting. Mitch discussed some core principles and strategies he helps his clients implement to drive better loyalty and retention. During our chat, Mitch also shared examples of campaigns he's run with his clients to help turn their customers into loya…

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