The Customer Intimacy Ladder: Climbing your Way to Customer Loyalty
Автор: Ken Hughes | The King of CX | Keynote Speaker
Загружено: 2024-11-26
Просмотров: 3858
Описание:
Most brands misunderstand the idea of Brand Loyalty, mistaking transactional frequency of purchase for loyalty. It is not. Loyalty is an emotive property, a relationship.
But how to build this emotive loyalty? This article and video proposes a simple customer connection ladder, explaining the difference between Customer Service, Customer Experience and Customer Intimacy.
Just like romantic relationships, loyalty is earned through moments of intimacy and empathy. A transactional relationship is simply a ‘friends-with-benefits’ situationship, lacking depth of commitment and longevity, something we need for our brands id we are to achieve Customer Lifetime Value.
Now widely known as the ‘King of Customer Experience’, Ken Hughes is considered one of the World’s top speakers on consumer behaviour and values, organizational change, the customer and employee experience, leadership, agility, creativity and innovation. He blends his expertise in consumer and cyber psychology, behavioural economics, motivation theory and social anthropology to explore the needs of modern consumerism, leadership and the world of work and predict the changes to come.
You can learn more about Ken Hughes and book any of his keynotes and workshops here: www.kenhughes.com
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