5 Essential Elements of Creating Loyal Advocates and Raving Fans

5 Essential Elements of Creating Loyal Advocates and Raving Fans

by | Apr 22, 2023 | DoingCXRight®‬ Podcast

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Doing CX Right podcast show on Spotify with host Stacy Sherman
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Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Are you struggling to create loyal brand customer advocates? Seeking ways to turn your customers into raving fans? This episode will inform you exactly what to do.

Show host and customer experience expert, Stacy Sherman sits down with Brittany Hodak, award-winning entrepreneur and author, to discuss the five essential elements of getting and keeping loyal customers. We want you to have raving fans who continuously tell everyone they know about your products and services.

Drawing on experience working with big brands like Walmart and Disney and performers like Katy Perry and Dolly Parton, Brittany shares valuable insights and key lessons from her background in the entertainment industry. Her stories are inspiring and informative. Take notes, as you’ll get many actionable tips from this show.

 

What You’ll Learn About Getting & Keeping Raving Fans:

  • Why customer experience matters and how to do CX right.
  • Research and the inspiration for Britanny’s book about creating super fans.
  • 5 impactful customer experience tactics you can do right now.
  • The biggest threat to CX and how to get ahead of it.
  • Ideal organization structure and perspectives on the Chief Experience Officer (CXO) role.
  • The role of artificial intelligence (AI) and how to leverage technology in CX.
  • Fun facts about Brittany as a World Guinness Record holder and more

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About Brittany Hodak: Creating Loyal Customer Advocates

An award-winning entrepreneur, author, and customer experience speaker who has delivered keynotes to organizations, including American Express and the United Nations. She has worked with some of the world’s biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. She founded and scaled an entertainment startup to eight figures before exiting, and she is the former Chief Experience Officer of Experience.com. Her book, Creating Superfans, was released on January 10, 2023.

Learn more on her website, LinkedIn

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, coach and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that produces profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications. Her Why/ Mission: Cultivating meaningful, authentic relationships and experiences so people have more fulfillment in business and life. Contact Stacy for DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.

8 Proven Customer Experience Tactics For Boosting Podcast Results

8 Proven Customer Experience Tactics For Boosting Podcast Results

by | Mar 25, 2023 | Featured Blog, Podcast & CX

Are you struggling to attract and retain listeners or guests for your podcast? Despite your best efforts, does it seem like your show isn’t gaining the traction it deserves? Don’t worry – you’re not alone. One crucial aspect of podcasting often overlooked is customer experience (CX) which refers to people’s interactions and feelings with your brand. CX can make or break your podcast’s success.

In this article, I explain the meaning of CX, why it matters for podcast hosts, and eight improvement strategies, including persona development and journey mapping that can help you understand your audience and create experiences that resonate with them for better outcomes. 

 

    Why CX Matters for Podcast Hosts 

    If you’re not convinced that CX matters, consider these statistics:

    While these statistics are related to business, they are also relevant to podcasting.

    As a podcast host, you are essentially running a brand, and the experience you provide to your listeners and guests can make or break your show’s success.

    Improving CX can lead to numerous benefits for podcast hosts, such as:

     

    • Attracting and retaining listeners: A positive CX can help you build a loyal audience who will return to your show.
    • Encouraging referrals: Satisfied guests and listeners are likelier to recommend your show to others, helping to grow your audience.
    • Increasing engagement: When people have a positive experience with your podcast, they are likelier to engage with your content, leave reviews, and share your episodes on social media.
    • Enhancing your brand image: A strong CX can help you stand out from other podcasts and establish yourself as a leader in your niche.
    8 Proven Customer Experience Tactics For Boosting Podcast Results. final

    8 Ways to Improve Customer Experience for Your Podcast

    1. Know Your Audience: To create an exceptional customer experience, you must understand who your guests are. Who are your listeners? What are their pain points and desires? What motivates them to listen to your podcast? Understanding your audience is the first step toward creating a personalized experience.
    2. Develop Personas: Once you understand your audience, creating personas is next. A persona is a semi-fictional representation of your ideal guest or listener. It includes demographic information, such as age, gender, and location, as well as psychographic information, such as interests, values, and beliefs. Personas help you understand your customers’ preferences and behaviors and allow you to tailor your podcast content to meet their specific needs.
    3. Create a Customer Journey Map: A customer journey map represents the journey your guests and listeners go through when engaging with your podcast. It includes all the touchpoints and interactions. By mapping out your customer journey, you can identify issues and opportunities for improvement and create a seamless and enjoyable experience.
    4. Focus on Content Quality: Your podcast’s content is the heart of the customer experience. To keep your listeners engaged and satisfied, you must deliver high-quality information that meets their expectations. This means doing thorough research, inviting interesting guests, and providing valuable insights and advice. Remember that quality is subjective, so you must know their preferences and adjust your content accordingly.
    5. Engage with Your Customers: This is essential for building strong relationships and creating a loyal fan base. You can engage with your customers by responding to their comments and questions, featuring their feedback and stories on your podcast, and creating opportunities for them to interact with you and other listeners.  Showing customers that you care about their opinions and experiences can be a huge podcast differentiator.
    6. Be Consistent: Consistency is key to building customer trust and credibility. This means delivering new episodes on a regular basis, maintaining a consistent format and style, and providing a reliable and predictable experience for your customers. Consistency also includes delivering on your promises and commitments.
    7. Continuously Improve: Customer experience is not a one-time effort; it’s an ongoing intentional process. I can’t emphasize enough the importance of getting customer feedback, analyzing your performance, and identifying new opportunities. Listening to your customers and being open to feedback allows you to adapt and improve your podcast to meet their changing needs and expectations. Read more about how Voice of Customer (VoC) is a game changer.
    8. Measure Your Performance: To improve your customer experience, you must analyze and track your progress. You can use metrics like downloads, listens, engagement rate, and customer feedback to measure your podcast’s success. By setting goals and monitoring performance, you can stay focused and motivated and ensure that you deliver the best possible customer experience.

    Want to Take Your Podcast To The Next Level or Launch With Success?

    Need help creating your customer persona and journey map?

    Schedule Time With Stacy Sherman

    Check Out DoingCXRight Podcast & Videos including:

    Journey Mapping Techniques To Put Customers At The Center

    Stacy Sherman + Kery Bodine (Author of “Outside-In”

     

    View Details

    Improving The Customer Journey With Employees As Heroes

    Stacy Sherman + Ian Golding (Author of “Customer What”

    View Details

    Why and How To Create A Purpose-Driven Brand That Customers Love

    Why and How To Create A Purpose-Driven Brand That Customers Love

    by | Mar 4, 2023 | Company Culture & Employees, Personas & Journey Mapping

    Are you looking to differentiate your business in a crowded market? Do you want to attract and retain customers in the right way? Then you need to intentionally create a purpose-driven company that matches what buyers care about as they vote with their wallets.

    Leading with purpose is about committing to environmental, social, and governance (ESG) alongside business objectives. Examples include:

    • Environmental: carbon emissions, water and energy usage, waste generation, pollution levels, climate change risk, and biodiversity impact.
    • Social: employee health and safety, diversity and inclusion, labor practices, human rights, and community relations.
    • Governance: board composition, executive compensation, ethics and compliance, risk management, and shareholder rights.

    Too often, company leaders think they must choose between focusing on corporate responsibility versus financial performance. Yet, “both/and” mindset is achievable and essential for long-term success. (Check out Both/And thinking to solve the toughest problems at scale on DoingCXRight podcast ep. 49.)

     

    Why Purpose-Driven Brands Succeed: Data Shows The Benefits

    • Buyers are willing to pay a premium.

      Accenture study indicates 62% of consumers globally want companies to take a stand on environmental, social, and political issues. 72% said they would pay more. Nielsen survey reveals similar findings: 55% of global online consumers across 60 countries are willing to pay more for products and services from companies committed to positive social and environmental impact.

    • Customers are more loyal.  

      According to Harvard Business Review, companies’ performance outperforms their peers financially. ESG focussed companies have lower risk profiles and better long-term prospects. Furthermore, companies certified as B Corps (companies that meet high standards of social and environmental performance) have higher levels of customer loyalty and brand recognition compared to non-certified companies. They also tend to have amazing cultures where employees are committed to excellence.

    • Customers switch to competitors and tell others. 

      Deloitte’s research reveals 23% of consumers will switch to buying products from an organization that shares their values on environmental issues, and 21% have encouraged others to change too.

    • People boycott a company if it supports an issue contrary to their beliefs.

       Cone Communications CSR study dives into more details.

    So, it is no longer a question of whether companies need to be purpose-driven but rather whether they are implementing the strategies correctly to create real value among buyer segments.

    How to Implement Purpose-Driven Branding into Your Business Operations

    To create a purpose-driven company, you must put the customer at the center of your business. A tactical approach is bringing cross-teams together, co-designing the customer journey from the “inside-out” and then validating with real customers. Don’t skip this part!

    For those unfamiliar with Journey mapping, it’s a method to visualize and understand the customer’s values, expectations, and needs. A journey map helps solve pain points wherever people interact with your brand (aka moments of truth) leveraging multi-sources of feedback.

    Conclusion

    By focusing on any of the ESG factors, companies can create a purpose-driven brand that resonates with customers and builds loyalty. The same applies to attracting better talent and retaining a customer-centric workforce ~ employees, interns, service agents, contractors, etc.

    But how can you be known for your purpose as a competitive advantage? What are ways to measure customer experience and loyalty? That’s where I can help you as an expert in building customer-centric cultures and gaining internal alignment, as organizational silos are detrimental.

    Let’s talk about Doing CX Right. And sign up for my newsletter full of actionable free tips.

    Lessons Learned From Best-In-Class Customer Experience Brands

    Lessons Learned From Best-In-Class Customer Experience Brands

    by | Oct 23, 2022 | DoingCXRight®‬ Podcast

    Doing CX Right podcast show on Spotify with host Stacy Sherman
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    Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
    Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

    How hard is it to become your customer?

    What can we learn from best-in-class customer experience companies that consistently achieve brand loyalty and advocacy?

    Featured podcast guest, Joseph Michelli, Ph.D., a Wall Street Journal and New York Times #1 bestselling author, shares actionable customer experience leadership tips that you apply to your business based on the secret sauce that other reputable brands are doing right. His advice is based on working with customer-centric brands including The Ritz-Carlton Hotel Company, Starbucks, Mercedes-Benz, Airbnb, Zappos, and the Pike Place Fish Market.

     

     

    What you’ll learn from this episode of Doing CX Right with Stacy Sherman & Joseph Michelli, PH.D.

    • What customer experience means and which brands are known for CX.
    • Proven strategies and tactical steps that reputable brands take to achieve success.
    • Effective ways to motivate employees to deliver memorable customer experiences.
    • Should staff be monetarily incentivized to achieve customer satisfaction metrics?
    • Best leadership advice received and given.
    • The most important key take away for business leaders to do now.

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    About Joseph Michelli, Ph.D. ~ Lessons From Best-In-Class Customer Experience Brands

    Joseph is a certified customer experience professional, one of Global Guru’s top three experts on customer service, the author of ten business books about companies like Stronger Through Adversity, Airbnb, Starbucks, Zappos, Mercedes-Benz, and The Ritz-Carlton Hotel Company. In addition to being a Wall Street Journal and New York Times #1 bestselling author, Joseph helps leadership teams improve the experiences they provide for team members and customers. He also is an internationally sought-after keynote speaker on leadership and customer or patient experience. More details are on his website.

    https://www.linkedin.com/in/josephmichelli

    https://www.twitter.com/josephmichelli

    https://www.facebook.com/themichelliexperience

    About Stacy Sherman: Founder of Doing CX Right®‬

    An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

    Leading Experience Management During Uncertain Times

    Leading Experience Management During Uncertain Times

    by | Sep 25, 2022 | DoingCXRight®‬ Podcast

    Doing CX Right podcast show on Spotify with host Stacy Sherman
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    Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
    Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

    What does Experience Management (XM) mean?

    Bruce Temkin, often referred to as the “Godfather of Customer Experience.” created six laws of experience management.  These are important to understand and implement, especially during times of uncertainty.

    Key factors include:

    • People are emotional, not rational
    • Journeys add meaning to moments
    • Actions transform insights into value
    • Commitment aligns behaviors
    • Leaders boost or break inertia
    • Experience management (XM) is a habit, not an act

    During the episode, you’ll hear details about these six laws and ways leaders can “boost inertia” to radically improve customer service, employee empowerment, and all human experiences at scale.   

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    About Bruce Temkin ~Experience Management (XM) Visionary

    Bruce is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership, training, and a global community of XM professionals called “XM Pros.” XM Institute’s mission is to empower and inspire XM professionals to radically improve human experiences.

    Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company’s B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters.

    XM Institute publishes a wealth of content and tools for XM professionals to improve their customer and employee experiences, all of which you can access for free at XMinstitute.com.

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    About Stacy Sherman: Founder of Doing CX Right®‬

    An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.