Customer experience pros know that one of the many indicators of a successful CX program includes how many promoters you have among your customers – often measured using the Net Promoter Score. The more promoters you have, the more likely your customers will recommend you to others, right? And that’s it - we typically don’t think there’s something better than “promoters.” However, there are ways in which CX pros can create “superfans” – customers that not only recommend you to others, but become serious advocates for your business. Host Steve Walker welcomes Brittany Hodak, an award-winning entrepreneur, author, and customer experience speaker, to discuss her new book, "Creating Superfans: How to Turn Your Customers Into Lifelong Advocates."
Episodes tagged “book”
Today’s technology allows for peer-driven collaboration on an unprecedented level. People from across the globe can create knowledge resources on Wikipedia, or develop software on GitHub and share it with the world. There are even ways to create art and music collaboratively online. So it only makes sense that a group of CX pros decided that the customer experience profession needed some sort of playbook that “documents CX terms, tactics, and approaches based on the CXPA CX Framework." Host Steve Walker welcomes Heather Gillbanks, CCXP and Director and Customer Experience & Customer Center of Excellence Lead at Cornerstone Building Brands, for a discussion on how she lead the effort to create this resources for CX pros.
Guest host Pat Gibbons interviews author Ali Cudby about her new book "Keep Your Customers," which discuss how companies can create loyal customers and slow customer turnover.
Creating a meaningful journey map can be a lengthy and expensive process and it's tempting to cut corners. Steve's guest Jim Tincher, founder and mapper-in-chief of Heart of the Customer and co-author of "How Hard is it to Be Your Customer", explains why hastily created journey maps can give you a false picture of your customers.