How has Taylor Swift, a 34-year-old entertainer and entrepreneur risen to such superstardom, building one of the world’s most impressive tribal brand followings of our time? Her global Eras Tour has broken all records, a brand recouping the 15-year investment made in emotive customer connection.
Looking at the core values of modern customer and employee connection, this keynote explores the nature of brand relationship, emotive customer connections, customer excite & delight strategies, customer empowerment and tribal belonging, collaboration, brand authenticity, personalisation, and customer intimacy. Using Taylor as our jump-off point, we explore what brands and businesses are doing all over the world in the CX & EX space.
A keynote all about CX, EX and how continuous investment in both delivers significant emotive brand loyalty. Focus on the relationship not the transaction.
3 key learnings
from this talk
Return on Investment
CX and EX programs take time and can be difficult to measure in terms of ROI, but so too are sponsorship and advertising. Investing in making a customer or employee feel special is never wasted. In today’s peer-to-peer economy, our customers can be our strongest marketing asset. We need to treat them as such.
Blurring the Line
The co-operative models of old gave customers part ownership of a business. Today it is about collaboration. Brands need to find ways to invite their customers in. Think of it as two-overlapping circles, brand, and customer. They own the brand more than we do.
Beyond Expectations
Taylor is known for surprising her fans, for going beyond their expectations, for making them smile, laugh, cry, all shared on socials for millions to witness. Aim to find ways to go beyond for customers and employees and benefit from the emotive connections that arise.
Return on Investment.
CX and EX programs take time and can be difficult to measure in terms of ROI, but so too are sponsorship and advertising. Investing in making a customer or employee feel special is never wasted. In today’s peer-to-peer economy, our customers can be our strongest marketing asset. We need to treat them as such.
Blurring the Line.
The co-operative models of old gave customers part ownership of a business. Today it is about collaboration. Brands need to find ways to invite their customers in. Think of it as two-overlapping circles, brand, and customer. They own the brand more than we do.
Beyond Expectations
Taylor is known for surprising her fans, for going beyond their expectations, for making them smile, laugh, cry, all shared on socials for millions to witness. Aim to find ways to go beyond for customers and employees and benefit from the emotive connections that arise.
_Having keynoted several PayPal executive events, a monthly bespoke CX video series was produced by Ken, used to inspire and motivate PayPal’s 4000+ global front line staff around effective CX implementation.
“Ken is one of those super professional speakers who just gets it. He surpassed all our expectations in terms of both content and sheer energy on stage.”
“We cannot thank Ken enough for the outstanding session he gave on CX. Our audience was totally blown away and loved the humour Ken brings to the stage. He is on another level altogether and has a unique ability to drive home those all important messages that our Dentists need to survive in today’s competitive environment”
‘The speech with Walmart management really opened our eyes to how the business could use consumer insight and knowledge to unlock significant potential. The human aspect of it all was really useful to come back to and set a lot of minds thinking”
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