Joey Coleman: Understanding Human Experience & Building Customer Loyalty | Pulse by Intuji #26In this insightful episode of Pulse by Intuji, Julian Wallis speaks with Joey Coleman, a renowned customer experience expert and bestselling author with over 20 years of experience in transforming how organisations build customer and employee loyalty.With an eclectic career background spanning government, law, and business consulting, Joey shares his invaluable insights on creating remarkable customer experiences and building lasting relationships in business. Whether you're a business leader, a customer experience professional, or someone interested in understanding human behaviour, this episode offers practical wisdom on keeping customers and employees engaged for the long term.Topics Covered:00:00:00 Podcast IntroEpisode snippets and guest background highlights00:01:33 IntroductionJoey Coleman shares his diverse background and journey into customer experience.00:04:19 Key Components of Customer ExperienceDiscussion on what makes up a great customer experience and treating customers as individuals.00:08:42 The Investment RealityInsights on how businesses focus more on acquisition than retention.00:15:50 Identifying Problem CustomersStrategies for recognising when customer relationships aren't the right fit.00:26:30 Customer Centricity RealityDeep dive into why customer centricity is often discussed but rarely practised.00:39:52 Communication FrequencyDiscussion on the importance of consistent customer communication.00:49:13 Future of Customer ExperienceExploration of AI's role and maintaining human connection in customer experience.00:58:43 Finale QuestionsThree key questions covering industry insights and career advice.Key Takeaways from this Episode:The importance of human-to-human connection in business relationshipsWhy customer retention is crucial for sustainable growthHow to balance technology implementation with customer needsStrategies for effective customer communicationThe value of continuous learning in customer experienceLearn More About Intuji:Visit our Learning Centre at (https://intuji.com/learning-centre/) for more resources on digital transformation, AI, and business innovation.Connect with Us:Pulse LinkedIn: (https://www.linkedin.com/company/pulse-by-intuji/)Intuji LinkedIn: (https://www.linkedin.com/company/intuji/)Intuji Website: (https://intuji.com/)Don’t forget to like, subscribe, and share this episode if you found it insightful!

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