On the Season 2 debut of Lost Cultures: Living Legacies , we travel to Bermuda, an Atlantic island whose history spans centuries and continents. Once uninhabited, Bermuda became a vital stop in transatlantic trade, a maritime stronghold, and a cultural crossroads shaped by African, European, Caribbean, and Native American influences. Guests Dr. Kristy Warren and Dr. Edward Harris trace its transformation from an uninhabited island to a strategic outpost shaped by shipwrecks, colonization, the transatlantic slave trade, and the rise and fall of empires. Plus, former Director of Tourism Gary Phillips shares the story of the Gombey tradition, a vibrant performance art rooted in resistance, migration, and cultural fusion. Together, they reveal how Bermuda’s layered past continues to shape its people, culture, and identity today. You can also find us online at travelandleisure.com/lostcultures Learn more about your ad choices. Visit podcastchoices.com/adchoices…
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محتوای ارائه شده توسط Mention Me. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط Mention Me یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal
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Why HSBC is banking on customer advocacy to drive long term, sustainable growth with Paul Richardson
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محتوای ارائه شده توسط Mention Me. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط Mention Me یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal
In this episode we spoke with Paul Richardson. Paul has spent over 20 years working at HSBC, and is now the Client Experience Director for Private Bank.
Paul explained why customer advocacy is such an important growth driver for HSBC and how they're using customer insights to inform product and service developments.
During our chat, Paul also discussed how they've added a more human element to customer feedback surveys, and more broadly, how businesses can strike the balance between a human led vs digital experience.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
61 قسمت
Why HSBC is banking on customer advocacy to drive long term, sustainable growth with Paul Richardson
اشتراک گذاریبایگانی مجموعه ها ("فیدهای غیر فعال" status)
When?
This feed was archived on April 06, 2025 17:07 (
Why? فیدهای غیر فعال status. سرورهای ما، برای یک دوره پایدار، قادر به بازیابی یک فید پادکست معتبر نبوده اند.
What now? You might be able to find a more up-to-date version using the search function. This series will no longer be checked for updates. If you believe this to be in error, please check if the publisher's feed link below is valid and contact support to request the feed be restored or if you have any other concerns about this.
Manage episode 414322237 series 3482794
محتوای ارائه شده توسط Mention Me. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط Mention Me یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal
In this episode we spoke with Paul Richardson. Paul has spent over 20 years working at HSBC, and is now the Client Experience Director for Private Bank.
Paul explained why customer advocacy is such an important growth driver for HSBC and how they're using customer insights to inform product and service developments.
During our chat, Paul also discussed how they've added a more human element to customer feedback surveys, and more broadly, how businesses can strike the balance between a human led vs digital experience.
Hosted by Ausha. See ausha.co/privacy-policy for more information.
61 قسمت
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The Business of Customer Love
1 How McDonald's serves up customer love through powerful, localized experiences with Deanna Hernandez 27:51
In this episode we spoke with by Deanna Hernandez. Deanna is the Field Marketing Officer for McDonald’s having previously held roles at other major consumer brands, including Walgreens, JCP Penny and Ace Hardware Corp. Deanna discussed how a company like McDonald's approaches customer loyalty and what opportunities they've identified to get ahead of the competition. During our chat, Deanna revealed how McDonald's have evolved their omnichannel experiences and created more localised experiences to drive deeper, more meaningful connections with their customers. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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The Business of Customer Love
1 Making the leap from Chief Customer Officer to CEO and leading with an experience mindset with Lee Roquet 30:06
In this episode we were joined by Lee Roquet. Lee is the CEO of marketing agency Finch having previously held the role of VP of Customer Experience. Lee shared his journey from Chief Customer Officer roles to now running a company and how this has helped forge his customer led leadership style. During our chat, Lee also shared some tips on how customer leaders can better engage their own CEO’s and the wider C Suite in investing in and prioritising CX. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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The Business of Customer Love
1 4 key research findings you need to know about to supercharge your customer strategy with Will Kingston 34:18
In this episode we spoke with Will Kingston. Will, an experienced CX thought leader, is the principal consultant for Cortico-X and a regular commentator for Sky News Australia. Will shared some of the key research findings behind his latest CX Manifesto and global trends reports. This included how CX can thrive in the AI age, the role behavioural economics can play in your strategy and the skills CX practitioners need to future proof their role. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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The Business of Customer Love
1 How Fluffy pet insurance is harnessing customer love to stand out from the crowd with Pavel Gertsberg 25:05
In this episode we spoke with Pavel Gertsberg, CEO & Co-Founder of Fluffy pet insurance. Pavel discussed why, as a CEO, he places so much importance on customer experience and how this has driven a real competitive advantage for the business. During our chat, Pavel also explained how as the business scales they continue to focus on CX and the key performance indicators he uses to measure success. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
In this episode we welcomed back to the show Dr Paul Zak. Dr Paul is the author of Immersion, the science of the extraordinary, and a professor at Claremont Graduate University. Dr Paul discussed whether brand love is really a thing from a scientific perspective and what the research says about the impact on consumers who identify as loving a brand. During our chat Dr Paul also expressed why, based on the research, businesses should put more urgency and focus around driving Customer Love. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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The Business of Customer Love
1 The secrets to deploying effective digital transformation projects that enrich your customer interactions with Sam Magee 22:32
In this episode we spoke with Sam Magee. Sam has over a decade of experience spanning marketing, CX, operations and CRM and is currently the Head of Product & CX at Capsule Insurance. Sam discussed her experience in bringing customer data out of multiple silos across the business and best practices around creating a more holistic and actionable view. During our chat, Sam also shared some examples of what larger corporations can learn from scale ups with regards to digital transformation projects. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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The Business of Customer Love
1 What professional sport and executing a successful CX strategy have in common with Edmund Bradbury 32:57
In this episode we spoke with Edmund Bradbury. Edmund is a former professional cyclist and neuroscientist turned CX consultant who now works with the likes of HSBC Global CX, Stagecoach, Tesco Mobile and Bupa. Edmund discussed what customer leaders can learn from the world of professional sport in creating and executing successful CX and retention programmes. During our chat, Edmund also shared some of the key neuroscience principles that can help build deeper, more profitable relationships with your customers. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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The Business of Customer Love
1 Never lose another customer again: how to turn sales into lifelong loyalty with Joey Coleman 34:02
In this episode we spoke with Joey Coleman. Joey is a world renowned public speaker and the author of best selling books Never Lose Another Customer and Never Lose Another Employee Again. Joey explained how customer defection is a cultural and structural problem within a business and what actions you can take in order to fix this problem for good. During our chat, Joey also shared some practical steps for how you can start turning more customers into loyal advocates that drive sustainable growth for your business. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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The Business of Customer Love
1 How B&Q are building stronger customer relationships and driving LTV through the TradePoint app with Harry Blamire 40:22
In this episode we spoke with Harry Blamire. Harry's current role is Head of Customer Experience at B&Q, having previously held positions at LUSH Cosmetics and LV. Harry walked us through the process he and his team took to build the TradePoint app and how it's helping to make their customers live better and ultimately drive significant business growth. During our chat, Harry also revealed how they use key customer insights from NPS, in-app surveys, App Store reviews, and more to drive future app development. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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The Business of Customer Love
1 Why Hastings Direct puts a premium on customer insights to help drive business growth with Sam Phillips-Lord 32:10
In this episode we spoke with Sam Phillips-Lord. Sam is the Senior Customer Insight Manager at Hastings Direct and has previously held CX and insights roles at BT, E.ON and Experian. Sam explained why businesses should be prioritising their biggest advocates as much as their biggest spenders, referencing some fascinating insights around the impact he's seen promoters having in the businesses he's worked at. During our chat, Sam also discussed how he and his team are making customer insights (such as NPS) more actionable and meaningful to the business. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
T
The Business of Customer Love
1 Why HSBC is banking on customer advocacy to drive long term, sustainable growth with Paul Richardson 31:51
In this episode we spoke with Paul Richardson. Paul has spent over 20 years working at HSBC, and is now the Client Experience Director for Private Bank. Paul explained why customer advocacy is such an important growth driver for HSBC and how they're using customer insights to inform product and service developments. During our chat, Paul also discussed how they've added a more human element to customer feedback surveys, and more broadly, how businesses can strike the balance between a human led vs digital experience. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
The Business of Customer Love celebrates it's landmark 50th episode with a look back at some of the key highlights from our incredible guests over the last 12 months. In this episode, we hear insights from: Ron Holt, Founder of Pink Zebra Removal Fred Reichheld, Creator of the Net Promotor Score Carol Meyers, Partner at Glasswing Ventures Brittany Hodak, Author of Creating Superfans Suriya Liensavanh, Global CRM and CX Leader Angela Porter, Marketing Leader, formally ProCook, Dunelm and Tesco Shep Hyken, New York Times and Wall Street Journal bestselling author Lash Fary, Founder and President of Distinctive Assets Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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The Business of Customer Love
1 How ProCook's partnership with Mention Me has turned customer advocacy into a profitable growth channel with Angela Porter 26:35
In this episode we spoke with Angela Porter. Angela is a vastly experienced marketing leader, having held roles at the likes of Tesco, Dunelm and Ladbrooks with her most recent role being CMO at Procook. Angela discussed the importance of customer advocacy at ProCook and how working with Mention Me has helped turn this into a sustainable and profitable growth channel for the business. During our chat, Angela also discussed why businesses should put more urgency into investing in a Customer Advocacy strategy and advice for putting together a business case that will get the CFO and other execs on board. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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The Business of Customer Love
1 How to transform your customer experience by nailing your employee experience with Jeff Dewing 24:39
In this episode we spoke with Jeff Dewing. Jeff is the Group CEO of CloudFM, best selling author of Doing the Opposite and a Top 50 Workplace Leader. Jeff discussed why employee experience is vital to ultimately delivering a superior CX and shared some simple but powerful strategies you can implement to help achieve this. During our chat, Jeff also shared how businesses can measure and track the impact of employee experience on their bottom line. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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The Business of Customer Love
1 Why Customer Advocacy needs to be a top priority when it comes to growing your business with Mark Slatin 24:05
In this episode we spoke with Mark Slatin. Mark is recognised as one of the top 25 CX leaders globally by CX Magazine and is CEO of Empowered CX and a professor of practice at Michigan State University. Mark discussed why businesses should put more urgency into investing in a Customer Advocacy strategy now, and how you can get your CFO and other senior executives on board. During our chat, Mark also shared some key advice on how brands can build trust with their customers to help turn more of them into loyal fans. Hosted by Ausha. See ausha.co/privacy-policy for more information.…
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