Claim OwnershipThe Business of Customer Love
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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.
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.
52 Episodes
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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 he's seen promoters having in the businesses he's worked at.During our chat, Sam also discussed how he and his team are making customer insights (such as NPS) more actionable and meaningful to the business.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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.
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.Hosted by Ausha. See ausha.co/privacy-policy for more information.
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.
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 his best selling books that will allow you harness your inner punk and transform your own CX. Hosted by Ausha. See ausha.co/privacy-policy for more information.
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.
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