“Wise Friend & Fierce Defender”: The Heart of CX for AARP
OnBrand
English - November 26, 2020 00:07 - 27 minutes - 404 MB Video - ★★★★★ - 5 ratingsBusiness Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
“That’s what all brands really should strive for – just heart. Heart, heart, heart. I think people know when you’re there just to sell them something versus really offering them something that makes a difference in their lives.” – Viviana Pagán-Muñiz, Senior Advisor, Help Network, AARP
Welcome to a special #GivingTuesday edition of OnBrand! Tied to the spirit behind this movement, host Sarah Grace McCandless speaks with Viviana Pagán-Muñiz, senior advisor at AARP, on how the organization creates meaningful, connected experiences. Viviana shares how the AARP consumer commitment of “wise friend and fierce defender” is at the heart of everything they do. This includes informing her strategic approach and leadership behind the launch of a revolutionary new digital help center, a resource that has also helped to dispel some myths about the organization — yes, the 50+ community and members are online!
With mounting pandemic pressure on businesses to mobilize and digitize, many brands that may have previously relied on in-person customer relationships are now scrambling to bring their CX online. Find out why listening to your customers and understanding their needs is a critical first step to create an authentic, successful strategy that can help your organization excel — even at a distance.
Join us and learn more about in this episode of OnBrand!
Episode Resources