Ken Hughes on Humanizing Customer Experience

Be Customer Led

Today's conversation explores the impact of storytelling, emotional intelligence, and employee empowerment on crafting exceptional customer experiences.

Ken Hughes, a renowned keynote speaker and consumer behaviorist, shares his journey to becoming the "King of Customer Experience." He explains the concept of the "blue dot customer," highlighting the shift toward customer-centric business models. Through compelling stories from brands like Ritz-Carlton, Zappos, and Virgin Atlantic, Ken demonstrates how culture, leadership, and emotional connection foster lasting loyalty. He also offers valuable guidance for leaders seeking to embed customer intimacy within their organizations and build enduring brand advocacy.

[01:00] Ken's Journey to Becoming the "King of Customer Experience"

[03:41] The Importance of Action in Customer Experience Metrics

[04:58] Customer Experience Stories

[16:25] The Blue Dot Customer: A Metaphor for Customer-Centric Business Models

[21:17] Embedding Customer Intimacy in Company Culture

[32:33] The Power of Stories in Customer Experience

Connect with Ken:

LinkedIn: linkedin.com/in/kenhughesie/

Website: kenhughes.info/