LOVE IS A VERB:EMBEDDING CONNECTION IN OUR ‘DIGITAL FIRST’ WORLD
Love is a VerbEmbedding Connection
in our ‘Digital First’ World
NEW CUSTOMER EXPERIENCE KEYNOTE
As we emerge from the pandemic, consumers and employees are looking to reconnect, as indeed is society as a whole. The values around vulnerability, honesty, transparency, trust, empathy and connection are all strong driving forces for brand relevance today, and ones we need to reflect to our customers and prospects.
We speak a lot about Customer Lifetime Value, Brand Loyalty or the Customer/Employee Experience, but we have to start asking ourselves some hard questions relating to how we intend to build relationships deep enough to deliver.
In our new ‘digital first’ world (where most product/service interactions start digitally), it can all get very transactional. While digital convenience continues to accelerate (get everything you need in one-click, one-swipe, instantly) it can be very two-dimensional, and often lacks any depth, empathy or connection.
This speech takes the psychology of human relationship and maps it on to the customer experience. How can we expect customer lifetime value or brand loyalty unless we put the effort into building and maintaining a relationship? Brands claim to have Customer Relationship Management (CRM) systems, but what they actually have are Customer DATA Management (CDM) systems. Data doesn’t build relationships, actions do. Love is a Verb; it is something you show.
This customer experience keynote takes 10 of the key attributes necessary for successful human relationships and maps them on to our customer interactions.
We look at love & commitment, quality time together, intimacy, trust & honesty, effective communication, conflict resolution, acts of kindness & gift giving, personal responsibility, personal space, and humour. Applying these and activating them as love languages builds deeper, authentic relationships.
Love is a Verb is designed as a speech to inspire and engage, to entertain and to challenge how we think about the nature of relationship and connection. It has been sculpted to tug at the heart-strings of an audience, to connect with them personally as well as professionally.
If we are serious about deepening our customer and employee relationships, we have to invest in emotional intelligence. It starts here.
5 key learnings from this talk
For everything digital offers us, it also erodes potential depth of human connection and relationship which are key to building relationships.
If we are serious about trust, connection and authenticity (which are all strong key customer and societal values today) we need to embed them in how we do business. We need to make customers ‘feel’ something, that is how loyalty and trust are built. Emotional engagement is critical.
“That was one of the most enjoyable customer experience keynotes I’ve ever listened to”
Our members loved Ken’s new speech. It was so actionable for the call centre industry and really brought everyone so much closer to the human side of CX.
I could listen to this guy all day. As always
an amazing insight into customers and the
essence of CX relationships.