E63 Beyond the simple "Thank You": The New Era of Customer Loyalty

The Company Road Podcast

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"The consumer, quite honestly, especially the younger generation, is looking for something more than just love me because I'm spending my money, they want to be connected to a brand." - Chris Gillen

This week’s theme

As the CEO and co-owner of A Closer Look, Chris brings nearly three decades of expertise from the frontlines of retail and customer service, guiding brands through the labyrinth of CX transformation.

Curious about how to leverage these insights to transform your own approach to customer experience? Tune in to hear Chris Gillen share practical strategies and visionary ideas that can help you stay ahead in this dynamic landscape. Don’t miss out—listen to the full episode now!

In this episode, you’ll hear about:

• Emotive loyalty vs. Transactional loyalty.
• Impact of COVID-19 and inflation on CX
• The role of AI in customer experience.
• Generational shifts in consumer behaviour.
• Proactive vs. Reactive customer service.
• The value of human connection.
• Proactive leadership in customer experience.
• Consumer empowerment and expectations.
• Innovation amid economic challenges.

Key links

• Chris Gillen LinkedIn
• A Closer Look Website
• A Closer Look Facebook Page
• A Closer Look X (Twitter ) Page
• Toys R Us Website
• Target Website
• Burning Mountain Adventures LinkedIn

About our guest
As CEO and co-owner of A Closer Look, Chris leads the team towards achieving their vision of being the ultimate partner for brands fanatical about the customer experience. He is dedicated to building brand loyalty for clients of all industries by providing robust data about the first-hand experiences of all customers who interact with their brand.

Chris’s experience in helping businesses iterate and improve their customer experience spans nearly three decades, including various leadership positions in retail companies known for phenomenal brand loyalty. His extensive expertise in leading and managing customer service programs has been instrumental in helping businesses improve their service offerings through the use of technology.

About our host

Our host, Chris Hudson, is a Teacher, Experience Designer and Founder of business transformation coaching and consultancy Company Road.

Company Road was founded by Chris Hudson, who saw over-niching and specialisation within corporates as a significant barrier to change.

Chris considers himself incredibly fortunate to have worked with some of the world’s most ambitious and successful companies, including Google, Mercedes-Benz, Accenture (Fjord) and Dulux, to name a small few. He continues to teach with University of Melbourne in Innovation, and Academy Xi in CX, Product Management, Design Thinking and Service Design and mentors many business leaders internationally.

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