
Episode 15: CX Leaders Share Best and Worst Brand Interactions
In our first milestone episode, Ruth and Perri investigate the common themes that have emerged from asking guests about their best and worst brand interactions.
Read MoreNow Brands Talk is a show for leaders who want to close the brand interaction gap and bridge that tricky divide between brands and the people who love them. Our core belief is that brands are only as good as how they interact. To earn favor and build trust, brands must be continuously available, completely consistent, and always helpful, no matter when or where an interaction takes place.
Each episode of Now Brands Talk features a conversation with a trail-blazing leader about connecting people with the brands they love. Tune in to the conversation.
In our first milestone episode, Ruth and Perri investigate the common themes that have emerged from asking guests about their best and worst brand interactions.
Read MoreInvesting in your brand is like investing in a 401K. Megha Narayan, Head of Marketing at Assembled, takes us through how the expectations for a brand have changed over the years and a new way to measure a brand’s impact.
Read MoreJustin Gonzalez, Global Head of Customer Empowerment at Square, joins the show to talk about marketing/CX alignment, creating a content ecosystem that supports the entire business, and the power of friction.
Read MoreWhen does brand experience become too much — and therefore detrimental? In this episode, we hear from Tyler Meema, Director of Client Success at Wealthsimple, about the creation of the client delivery curve framework to track CX equilibrium.
Read MoreZach leads the strategy for a CX team at a company that offers a platform for EX. He’s ideally positioned to share insights on the parallels between customer experience and employee experience and what these functions can learn from each other.
Read MoreHow did a brand in a struggling industry pivot away from traditional into digital so successfully within a single year? Bayley Clark, Head of Customer Experience at AirAsia, talks about the brand’s incredible digital transformation strategy.
Read MoreWe all get that data is important. Where we fail is getting the right data to the people who can use it to make CX decisions. Craig Stoss, Senior Program Manager at PartnerHero, talks about what brands are doing right (and wrong) with their data.
Read MoreHow you treat your employees matters just as much — they can be your biggest brand ambassadors. Anna talks about the many layers of CX, customer care, and how automation should be a tool to free up more time for human connection.
Read MoreThey buy feelings. One sweater is more or less the same as another, but the feelings that we have when we buy this sweater versus that one are what will start building a customer community. Connor Curran, CEO at Local Laundry, talks about building a community based on authentic, genuine human relationships with customers.
Read MoreThe whole organization needs to be on the same page, and that goes for marketing and sales in particular. Miguel has cracked the code on creating a tight alignment between these two teams. Listen in to hear what he has to say.
Read MoreWhen your market is the entire globe, you need to look at brand consistency differently. Dave talks about how to determine your North Star that is ubiquitous across all areas, then determine how much latitude teams receive within the boundaries of those core values.
Read MoreIn order to build a sense of trust and grow your customer relationships, you should be crystal clear about your integrity from a privacy perspective. Jed talks about putting in the work to ask the questions, do the unexpected, and go above and beyond to foster long-term consumer loyalty that really pays off.
Read MoreIn the quest to become the world’s most beloved payments brand, two things are needed: education and relationships. Rob Park talks about the dos and don’ts of building long-term relationships with customers, and the big secret to becoming a beloved brand.
Read MoreWithout an ongoing way to measure churn, you’re hurting your customer experience. Logan talks about building the runway while you’re taking off, being the dentist, and how to develop a proactive approach to customer relationships.
Read MoreFor rapidly scaling brands, growing pains can make or break the customer experience. No one knows this better than Ben, who had previously scaled the Freshly CX team from less than 20 to nearly 400 people.
Read MoreAt Ada, we talk to brands every day. We also help our clients talk to their customers every day. And now we want to bring you in on those conversations.
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