How can brands deliver experiences that create loyal customer advocates? (feat. Jay Baer, Brittany Hodak and Rajiv Dhand)

Note: Since publishing this episode, we’ve rebranded to TELUS Digital.

On this episode, we discuss a longstanding focus for customer experience (CX) leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth.

According to Nielsen, 88% of consumers trust recommendations from friends and family over all other forms of advertising. Despite the evidence that word of mouth, facilitated through exceptional customer experiences, remains a pivotal factor in shaping business outcomes, many businesses do not have a defined word of mouth strategy.

Our expert guests share their perspectives on how to transform satisfied customers into loyal advocates. Along the way, they discuss brand ‘superfans’ and how to introduce unexpected moments along the customer journey — called ‘talk triggers’ — to prompt proactive word of mouth.

Listen for the compelling insights of Jay Baer, author of Talk Triggers: The Complete Guide to Creating Customers with Word-of-Mouth; Brittany Hodak, author of Creating Superfans: How To Turn Your Customers Into Lifelong Advocates; and Rajiv Dhand, regional vice president for Asia Pacific and Africa at TELUS Digital.

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