Do we make buying decisions as individuals or individuals who are part of a group?

The answer may surprise you.

Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University. Dr. David has been researching sociology and its intersection with the business world for several decades.

His findings challenge the status quo when it comes to drivers of consumer behavior and how CX leaders should think about engaging customers.

We discuss how consumers perceptions of their social identities impact their brand loyalty, and ultimately, bottom line results.

In this episode we explore:

👉 How social identity impacts buying decisions

👉 How to design experiences that connect with consumers social identity

👉 Where most companies get it wrong

👉 Strategies on how to understand social identity and design experiences that earn customer loyalty

Resources

Register for the next Trusted Guide Roadmap™ Master Class Special Podcast Offer Valid through June 5, 2024 here: https://www.empoweredcx.com/delighted

The Delighted Customers podcast website: https://www.empoweredcx.com/podcast

Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter

Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/

Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

The Science of Brand Love

What makes brands like Apple and Nike not just recognized, but truly loved.

Dr. Ahuvia’s book, The Things We Love, explains the psychology behind brand love, and it has been named by Amazon as a “best business book.” He conducted the first scientific studies of brand love some 30 years ago and continues to lead research on this topic. His research on dating sites led to an appearance on the Oprah Winfrey show.

On this episode of 🎙🎙🎙The Delighted Customers Podcast we explore the science behind “brand love” and strategies companies can use to drive customer advocacy.

Highlights of this episode include:

👉 Understanding Brand Love**: Learn how 'brand love' evolves from mere satisfaction to deep emotional connections, much like human relationships. It's not just about the quality of products but how brands make consumers *feel* that determines loyalty and advocacy.

👉 Strategies to Cultivate Brand Love**: Discover actionable strategies such as anthropomorphism (think Siri or Alexa), connecting brands to relatable personalities, and aligning with universal values to foster a closer bond with your audience.

👉 Impact on Financial Performance**: Grasp the clear correlation between brand love and profitability. Brands that achieve emotional resonance with their consumers typically see enhanced financial outcomes.

👉 Warnings of reaching too far** - when deploying brand love strategies

Resources

The Delighted Customers podcast website: https://www.empoweredcx.com/podcast

Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter

Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/

Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

In today's fast-paced networked economy, professionals (especially CX pros) must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of one's discipline is not enough and that’s why Charles H. Green co-authored the Trusted Advisor (and the recently published the 20th Anniversary edition).

The key to change leadership is the ability to earn the trust and confidence of key stakeholders.

The stakes are even higher for CX leaders who typically have constrained budgets, small teams and limited positional authority.

Charlie returns to the show and shares some fresh insights that leaders can use immediately to boost their impact on change on this episode of The Delighted Customers Podcast.

Highlights include:

• Why trust and trustworthiness are critical to any change leadership role

• How trust plays into the decision-making process

• Busting myths about trust - like it must take time to build or rebuild

• Lessons from Lincoln: The strategic importance of perception

Resources

The Delighted Customers podcast website: https://www.empoweredcx.com/podcast

Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter

Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/

Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company