How the best brands build lasting customer loyalty


A few weeks ago I was lucky enough to be invited to get involved with CX Week, a free and online event organised by Qualtrics to celebrate the best in customer experience.

The organisers assembled a number of leading brands, thought leaders, and practitioners (over 40 of them) to share their customer experience stories and insights through a series of webinars. These included stories and insights from leading brands and organisations like Porsche, Dropbox, Audi, McKinsey & Co, Forrester, Zappos, JetBlue, Patagonia, Twitter and Pearson.

The folks at Qualtrics asked me to talk about how the best organisations build customer loyalty and also how they sustain it. It was good fun.

Below is a recording of my webinar and slides:

I hope you that you find the webinar and slides useful.

If you have any questions then please drop me a line here.






Photo Credit: Anne ღ End of a chapter.. via Compfight cc

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