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🎤🎞️“The one with the psychology of loyalty” with Vinay Parmar Speaker & Consultant in CX Passport Episode 204🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Vinay Parmar

1:19 Why relationships matter more than products in CX

3:25 The three types of customers: One-night stand vs. lifelong loyalty

6:37 The role of trust in customer decision-making

8:18 The psychology behind customer experience

11:24 How emotions shape brand perception and loyalty

12:37 Listening as the key to better business results

14:20 The flaws of traditional voice-of-customer programs

18:25 First Class Lounge

22:35 How companies can truly understand customer emotions

25:43 Turning insights into action inside a company

29:06 Creating sustainable CX strategies through consistency

32:06 Measuring what truly matters to your customers

33:31 Where to connect with Vinay

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Episode resources:

Vinay LinkedIn: https://www.linkedin.com/in/vinayparmar/

Vinay website: https://vinayparmar.co.uk/