Inspirational Keynote Speaker on Customer Experience & Winning Loyalty | Top 50 Global CX Influencer | MC | CX Strategist | NED at Curo Housing & Transport For Wales | Trustee | Former Chief Customer Officer |
What is your best customer experience? I'm willing to bet most stories start with something going wrong and focus on how the company made it right. More importantly, these stories often highlight how you felt about the company rather than the product or service. People forget what you did and what you said, but they rarely forget how you made them feel. My grandfather barely spoke English and called everyone "madam." Yet, he built a thriving business with his charm and genuine nature. His store wasn’t the cheapest, but people kept coming back. Though I was only five when he passed, I’ve come to know him through the stories people share about him. Similarly, not everyone will know your brand or business directly. Many will know you through the stories others tell. These 'stories' come from the experiences you deliver. How are you ensuring the stories being told are the kind you'd want to be shared? #customerexperience #brandloyalty #Brandadvocacy #customerservice #leadership #marketing
Firstly, what a lovely story about your grandfather😍. Reminds me of some great experiences I've had when travelling - language is very often not a true barrier to building a connection. Secondly, I wonder how many brands really know what people are saying about them when they're not in the room!
Mate, you were so good yesterday. Thanks so much for doing this, truly grateful. Thank you Madame 🙌😂
Your a great storyteller Vinay and as charming as your grandfather sounds like. So enjoyed the stories and your insights yesterday - thank you, madam!
Vinay Parmar Great insight! It’s the emotional impact and genuine connections that keep people coming back, not just the product. Stories build trust.
Agree the stories unveil the experience the lessons and the real value 😎
Customer Experience Manager, Grant Thornton | Professional Writer | Author, Raion’s Legacy
3moThe best customer experience I’ve had actually wasn’t something going wrong and it being fixed. I think that’s reactive, and it’s not a good place to be for creating an excellent customer experience. The best customer experiences are proactive. Like when I went on a ME vacation when I turned 30 to Florida. I had rented a car from Enterprise, and my plane arrived very late at night. The attendant, despite the late hour, was extremely friendly and energetic. He asked me what I was doing in Florida and I told him I was on a ME vacation celebrating my 30th birthday. He got excited with me as I told him I’d always dreamed of visiting Florida, but I’d never been able to make it until then. And then he upgraded me to a mustang convertible because “if you’re going to have a real Florida experience, you’ll want the wind in your hair.” He didn’t have to do that. He did it because he wanted me to love my trip and have great memories. He wasn’t thinking of the company in that moment. He was thinking of the human in front of him. Now I always have a story and Enterprise has a loyalist. That’s the key to CX and something, it sounds like, your grandfather keyed in on - the human in front of him vs the bottom line.