In this episode host, Oliver Lennon is joined by Chris Gillen, CEO and co-owner of A Closer Look (ACL), a customer experience consultancy that helps brands build authentic and enduring customer-centric brand loyalty. Chris brings nearly three decades of expertise in customer experience, particularly in the retail space with major brands like Target, Home Depot and Toys R Us.
Discover the intricate dynamics of brand loyalty as Chris differentiates between transactional and emotional loyalty. He shares valuable insights on how brands can build deeper connections with their customers beyond mere price gimmicks. Chris also touches on the unexpected intersection of Taylor Swift's fan loyalty and brand loyalty, introducing the "Taylor Swift effect."
Chris introduces his formula for success, AI + HEI (Artificial Intelligence plus Human Emotional Intelligence), emphasising the importance of blending technology with human touch to enhance customer experiences. Tune in to discover how businesses can strategically implement AI to augment rather than replace human interaction, ensuring a superior and emotive customer journey.
Don’t miss the first part of this insightful conversation with Chris Gillen as he sets the stage for a deeper dive into the world of AI and customer engagement in the upcoming second part.
Link to survey mentioned in episode: Striking the Balance: Leveraging AI in Call Centers While Maintaining the Human Touch - ACL conducted a survey of 1,709 consumers to understand their perceptions, attitudes and experiences with AI in customer service.
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