(Ep. 228) Ken Hughes: The heart of customer experience
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(Ep. 228) Ken Hughes: The heart of customer experience
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IN EPISODE 228:
The best experiences don’t transact — they transform. In Episode 228, Ken Hughes shows how the best brands create "heart space" by making emotional connections with their customers. We explore the importance of non-traditional metrics in customer service, why brands should treat their employees as their "first customer," how to create memorable experiences that truly surprise and delight, and why brands should put customer intimacy above all else.
ABOUT KEN HUGHES:
Ken Hughes is a globally recognized leader on consumer experience and modern consumer culture. He's advised major brands like Starbucks, Google, Coca-Cola, and the NFL on customer and employee experience strategies and helps organizations foster authentic connections in a tech-drivenworld.