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Why Hastings Direct puts a premium on customer insights to help drive business growth with Sam Phillips-Lord
Manage episode 415638252 series 3482794
In this episode we spoke with Sam Phillips-Lord. Sam is the Senior Customer Insight Manager at Hastings Direct and has previously held CX and insights roles at BT, E.ON and Experian.
Sam explained why businesses should be prioritising their biggest advocates as much as their biggest spenders, referencing some fascinating insights around the impact he's seen promoters having in the businesses he's worked at.
During our chat, Sam also discussed how he and his team are making customer insights (such as NPS) more actionable and meaningful to the business.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
61 epizódok
Manage episode 415638252 series 3482794
In this episode we spoke with Sam Phillips-Lord. Sam is the Senior Customer Insight Manager at Hastings Direct and has previously held CX and insights roles at BT, E.ON and Experian.
Sam explained why businesses should be prioritising their biggest advocates as much as their biggest spenders, referencing some fascinating insights around the impact he's seen promoters having in the businesses he's worked at.
During our chat, Sam also discussed how he and his team are making customer insights (such as NPS) more actionable and meaningful to the business.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
61 epizódok
Alla avsnitt
×1 How McDonald's serves up customer love through powerful, localized experiences with Deanna Hernandez 27:51
1 Making the leap from Chief Customer Officer to CEO and leading with an experience mindset with Lee Roquet 30:06
1 4 key research findings you need to know about to supercharge your customer strategy with Will Kingston 34:18
1 How Fluffy pet insurance is harnessing customer love to stand out from the crowd with Pavel Gertsberg 25:05
1 The secrets to deploying effective digital transformation projects that enrich your customer interactions with Sam Magee 22:32
1 What professional sport and executing a successful CX strategy have in common with Edmund Bradbury 32:57
1 Never lose another customer again: how to turn sales into lifelong loyalty with Joey Coleman 34:02
1 How B&Q are building stronger customer relationships and driving LTV through the TradePoint app with Harry Blamire 40:22
1 Why Hastings Direct puts a premium on customer insights to help drive business growth with Sam Phillips-Lord 32:10
1 Why HSBC is banking on customer advocacy to drive long term, sustainable growth with Paul Richardson 31:51
1 How ProCook's partnership with Mention Me has turned customer advocacy into a profitable growth channel with Angela Porter 26:35
1 How to transform your customer experience by nailing your employee experience with Jeff Dewing 24:39
1 Why Customer Advocacy needs to be a top priority when it comes to growing your business with Mark Slatin 24:05
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