44. When CX becomes obsession w/Pam Piligian

Brand Land

English - March 16, 2021 11:30 - 24 minutes - 18.5 MB
Marketing Business Arts Design brandconsistency brandmanagement brandtemplating customerexperience inhousebranddevelopment scalingdesign Homepage Download Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: 43. Why brand valuation matters with Ron Zwerin

Next Episode: 45. Empowering employees or policing them? How to build brand at scale w/ Tali Thomason

Knowing your customer is standard marketing practice, but becoming obsessed with them can elevate your customer service to a whole new level.

In this week’s episode of Brand Land, Pam Piligian, SVP of Marketing and Communications at Navy Federal Credit Union, shared real-life examples of how her company’s values-driven customer obsession strategy has helped grow NFCU into the largest credit union in the world.

What we discussed:

- How NFCU’s customer-centric company culture drives its approach to marketing and customer service

- Why viewing your customers as members can transform a business transaction into a human relationship

- The effectiveness of using metrics and incentives to achieve internal buy-in and increased customer satisfaction

- Why your customer strategy should be focused, concise, and able to fit on a single page

- The impact of the treatment and training of your customer service reps on customer experience