The CX Weekly 5×5 is the top 5 articles we read from the last 5 days. In this weeks roundup we have articles from Brand Vista, Shep Hyken, Sam Stern, Seth Godin & Jocelyn Sargent. We hope you enjoy them as much as we did this week!
The team at Brand Vista writes for CXM to walk us through an interesting infographic article. It looks at the relationship between trust and loyalty a brand has depending on whether it matches their purpose with its audience. This is something very close to my heart, as it is where we start when reviewing a company’s brand experience position.
Brand Vista help businesses to deliver brand alignment by working through their core services of Exploring, Visioning, Operationalising & Measuring. Working with brands such as Legoland, Asda & Merlin they have experience of helping brands achieve external positioning with customers that resonates with their purpose.
Shep gives us some magical examples of why going the extra mile leads to a fantastic customer experience! Another area that is key in delivering customer experience excellence through service differentiation. It doesn’t need to cost much, it doesn’t even have to take much effort. But it just takes a different mindset to make a big difference and those that understand this are never short of loyal customers!
Shep Hyken is a customer service expert, professional speaker and bestselling author working with companies and organisations to build loyal relationships with their customers and employees.
Sam explains the value of empowering your employees to delight customers. Sharing your Purpose with your employees and allowing them to be part of your customer experience evolution is absolutely key to the success of the programme. Sam explains why some businesses may be missing a trick with their employee engagement programmes and what to do about it.
Sam is a senior analyst in Forrester’s customer experience research practice. His research topics include customer-centric culture, employee engagement in delivering better customer experiences, and how to deploy different research techniques to create better experiences.
We are no stranger to Seth’s wonderful blog, but this article certainly resonated with us this week when it landed. In an unusually longer blog article, Seth tackles the art of how we irrationally land on who we trust. The importance of getting the transparency and behaviours to match our expectations can be the reason we chose to use a brand or walk away!
Seth Godin needs no introduction really. THE marketing guru with 18 books that have been bestsellers around the world including Linchpin, Tribes, The Dip and Purple Cow. He is in the Direct Marketing Hall of Fame and his blog has over 500,000 daily subscribers!
Joellyn explains the difference between short term customer delight vs long term goals of trust, advocacy and loyalty. Relationships seek long term goals and are valued by both sides when they are done correctly. CEO’s should be focussed on the long term objectives of achieving this, not just the short term approach of injecting delight at touchpoints.
Joellyn Sargent, CEO of Claravon Group advises companies from the Inc. 5000 to the Fortune 500 on building brands that inspire devotion among employees and customers alike. Her holistic approach to growth aligns strategy, brand and customer experience, creating breakthrough results and lasting dividends. Joellyn is author of Beyond the Launch and several ebooks on cultivating powerful customer connections.
Until next week, have a great weekend and remember to enjoy the downtime with your loved ones or doing the things you love!
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