We all love a guilty pleasure. From reality TV to Britney Spears to a 1am trip to your favorite fast food restaurant. Maybe you enjoy all three of those! There’s nothing wrong with that and here at Often Imitated we will always be team #FreeBritney.
What all of these have in common is that they form consumers' experiences and emotions into creating lasting memories. No one understood that more than Pete Harman when he coined the phrase “Finger-Licking Good!” for KFC except maybe today’s guest. In this episode, we’re speaking with Bob Kraut and he has been the mastermind behind all of your favorite guilty pleasures. As the former CMO of Arby’s, Pizza Hut, and Captain D’s, he has revolutionized the way we as customers interact with fast food. Today, he’s the CMO of Billy Jealousy and will help us get our brands locked into the minds of our customers. So pull through that drive through, click play, and enjoy!
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“The key to excellent customer experience is to create behaviors and experiences for customers that build memories.” - Bob Kraut
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Time Stamps
* (0:00) Finger-licking good CX
* (6:45) Background on Bob's extraordinary career
* (8:35) Promising a great CX and how to follow through
* (12:04) How Bob revolutionized Arby's
* (15:00) How your brand outweighs your product
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Sponsor
This podcast is presented by Oracle CX.
Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives
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