How to Relate to Customers in a Way That’s Unique and Scalable | Owen Robinson

Episode notes

In this episode we’re going to talk about how to relate to customers in a way that’s unique and in a way that’s scalable, so we have Owen Robinson on the show today, who is currently the Vice President of CX Strategy at Water Filled Tech. The key to a successful modern customer engagement strategy is not the old school, bullhorn corporate experience for a million people, but it’s about hand crafting a million experiences for one customer. It’s earning customer loyalty at the individual scale with a handcrafted customer experience conscious of their behavior, their priorities, and delivering what they want, where they want it, when they want it. About Owen’s background 0:52 Have customers changed? 4:07 Where to start and measuring 7:16 The data we have matters 9:44 Having the right technology 11:41 “The advent of cloud technology, which has been around for a long time and other technical spaces really came into its form in customer experience within the last decade.

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