In this episode we spoke with Sam Phillips-Lord. Sam is the Senior Customer Insight Manager at Hastings Direct and has previously held CX and insights roles at BT, E.ON and Experian.

Sam explained why businesses should be prioritising their biggest advocates as much as their biggest spenders, referencing some fascinating insights around the impact he's seen promoters having in the businesses he's worked at.

During our chat, Sam also discussed how he and his team are making customer insights (such as NPS) more actionable and meaningful to the business.

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In this episode we spoke with Paul Richardson. Paul has spent over 20 years working at HSBC, and is now the Client Experience Director for Private Bank.

Paul explained why customer advocacy is such an important growth driver for HSBC and how they're using customer insights to inform product and service developments.

During our chat, Paul also discussed how they've added a more human element to customer feedback surveys, and more broadly, how businesses can strike the balance between a human led vs digital experience.

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The Business of Customer Love celebrates it's landmark 50th episode with a look back at some of the key highlights from our incredible guests over the last 12 months.

In this episode, we hear insights from:

• Ron Holt, Founder of Pink Zebra Removal

• Fred Reichheld, Creator of the Net Promotor Score

• Carol Meyers, Partner at Glasswing Ventures

• Brittany Hodak, Author of Creating Superfans

• Suriya Liensavanh, Global CRM and CX Leader

• Angela Porter, Marketing Leader, formally ProCook, Dunelm and Tesco

• Shep Hyken, New York Times and Wall Street Journal bestselling author

• Lash Fary, Founder and President of Distinctive Assets

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