Can you recall the last time you had a great customer experience?
Our guest this week might know what made it so good. Cathy Reid is the former Head of Customer Experience for Ann Summers and Mountain Warehouse.
She explains why post-purchase experiences are just as vital as pre-purchase behaviours, and how brands can inject personality into their customer communications. She suggests why successful brands need to create a people-first culture, and should prioritise customer lifetime value over sales.
Jo Hyder, Principal Consultant at Good Growth, discusses how the best decisions are not always the commercially obvious ones. She also reflects on how to build customer loyalty and advocacy with long-term strategies, not just quick fixes.