CEO Perspective: How to Build Customer and Brand Loyalty

#CustomerLoyalty #BrandLoyalty #ecommerce #cx

Building customer and brand loyalty is every company's first challenge. This holds true especially in the highly competitive world of e-commerce as well as in brick-and-mortar retail. Charlie Cole, CEO of FTD, a 110-year-old retail and ecommerce brand, explains how he builds customer trust and brand loyalty in his organization.

The conversation goes beyond customer service to focus on core aspects of business transformation and digital customer experience, looking across all touch points of the customer journey.

The discussion includes these topics:
-- About FTD
-- On customer loyalty and customer experience
-- On the components of customer experience
-- On the building blocks of customer loyalty
-- On the technology elements and martech stack used to create customer loyalty
-- On how to understand the customer
-- On the future of technology for creating customer loyalty
-- On how to build customer trust that leads to loyalty
-- On advice for creating customer loyalty and brand loyalty

Subscribe to our newsletter to get notified of new shows: https://www.cxotalk.com/subscribe
Read the complete transcript and see more: https://www.cxotalk.com/episode/ceo-perspective-how-build-customer-loyalty-2022

Charlie Cole is Chief Executive Office of FTD, the modern florist collective, where he oversees people and operations. Before joining FTD, Charlie served as the first Global Chief eCommerce Officer for Samsonite while simultaneously serving as Chief Digital Officer for Tumi.