Alex Allwood, author of Customer Experience is the Brand and Founder of The Holla Agency is informed, honest, refreshing and to-the-point when she says that digital has changed the way society makes it’s purchases. Alex plainly states that, “CEO’s of companies are no longer trusted by society. It's our friends and peers that are now the authority in our lives.” As a consultant, author, speaker and guru on customer experience Alex realises that social media has become the way we share our bad experiences with a brand and it is also the way we validate our purchases.
With over 20 years’ experience in customer-led growth, Alex’s expertise stretches across B2B & B2C and includes work in the finance, retail, health, communications and not-for-profit sectors. As Founder of The Holla Agency, Alex explains how to use qualitative research coupled with quantitative research to really understand what your customers are thinking and feeling at the time they interact with your business. Find out how Journey Mapping (understanding every interaction point your customer has with your brand) can help you see sustainable growth through increased purchases and decreased costs.
Statistically, “It costs organisations 6-7 times more to bring a new customer into the purchasing tunnel than it does to retain a customer.” Instead of assuming you know what your customer wants, Alex has tried and tested tips to help you reframe your business through the customer lens. Alex’s professional speaking, writing and consulting are designed to foster culture of customer centricity, build customer experience capability and help transform customer experiences.
Digital Leadership Podcast interviews by Doyle Buehler - The Digital Entrepreneur
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