How McDonald's serves up customer love through powerful, localized experiences with Deanna Hernandez
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.
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27:51
Making the leap from Chief Customer Officer to CEO and leading with an experience mindset with Lee Roquet
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.
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30:06
4 key research findings you need to know about to supercharge your customer strategy with Will Kingston
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.
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34:18
How Fluffy pet insurance is harnessing customer love to stand out from the crowd with Pavel Gertsberg
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.
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25:05
The science behind building true brand love with Dr Paul Zak
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 today's hyper competitive market, building a base of loyal fans has never been more important- or more challenging.
The Business of Customer Love podcast will help you to break free from costly one off, transactional relationships and start becoming a brand your customers come back to again and again.
Hear from leading experts in the field of customer love on how to create more meaninful relationships with your customers so you can build your business in a more sustainable, profitable way by turning your biggest fans into an unstoppable growth driver.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
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