• Building Transcendent Customer Experience Through Your Brand's Community

  • Apr 12 2021
  • Length: 30 mins
  • Podcast
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Building Transcendent Customer Experience Through Your Brand's Community

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  • In this episode, I’ve assembled a global cast of outstanding customer experience leaders to discuss the transformational effect a rich and robust community can have on the customer experience your brand delivers. Here’s just a taste:Tony Ambroza, Chief Brand Officer with Carhartt, tells me that a community-centric perspective was built into the company more than 130 years ago and continues to be what sets his company apart today.Brett Frazer, Vice President of Customer Service at Sunbasket, shares how they have tapped into the experiential knowledge aptitude of their best customers to help service other customers with great success.Frances Frei, professor at Harvard Business School, encourages brands with highly configurable products and services to leverage their customers, who often have specific experiences with and answers to tricky customer service inquiries.Anne Morriss, Executive Founder of The Leadership Consortium, says brands must find ways to capitalize on the peer-to-peer interactions customers have with each other as they interact with a brand.Adrian Swinscoe, author and customer experience advisor, cautions brands to not fall into the trap of assuming they're the experts for their own product or service, because it is actually the brand’s customers who are the true experts.Dan Gingiss, CX coach and keynote speaker, suggests brands take the bold step of asking customers why they choose to do business with the brand rather than the brand’s competitors, to uncover which differentiating factors the community cares most about.And that’s just a start!On the next episode of ExPEERience, we’ll talk about how brands need to respond when, not if, things go wrong. When mistakes happen, the relationship with your customer comes under threat. But done right, great CX can build trust, increase loyalty, and turn your unhappy customer into a lifelong fan.I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield. I’m Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening.
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