03 May 2023 |
159 – Why Customer Loyalty is a Myth
By Daniel Murray
What does a firm believer in branding and social usefulness think about enhancing the customer experience?
In this episode, John Sills, author of the “Human Experience,” chats with Daniel about using unpredictable moments to enhance the customer journey and how brand loyalty isn’t based on pure emotion but rather on brand usefulness.
John breaks down his insights into the increasing levels of customer dissatisfaction despite growing technological advancements and how the best antidote is spending time engaging in customer feedback surveys.
Plus, how can empathy training programs in businesses increase the customer experience? Tune in to find out!
3:38 Customer Loyalty
9:18 Creating a Great Customer Experience
11:36 Being Authentic
13:52 Unpredictability in CX
17:30 Customer Feedback
23:26 Observing Customer Behavior
27:41 Brand Loyalty
29:54 Words of Advice
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