Welcome to another episode of Great Minds Print Alike, where Helen Smith, Head of Marketing, sits down with “Great Minds” from across our business to explore the ideas shaping modern marketing, customer experience, and business growth.
In this episode, Helen is joined by co-host Jon Bailey to discuss the customer advocacy model and how organisations can move beyond simple customer satisfaction to create true loyalty through customer excellence. Together, they explore why “happy customers” are no longer enough, the risks businesses face when customers increasingly rely on tools like AI or new suppliers, and how creating meaningful connections can turn customers into long-term advocates for your brand. Topics discussed:
Why “being happy” isn’t enough to maintain long-term loyalty
How a single poor experience can damage trust and brand perception
Using a customer advocacy model to build deeper loyalty
Creating meaningful connections so customers feel part of your business
Putting quality at the centre of every customer interaction
The importance of communication and regular touchpoints to remove uncertainty
Who should own customer excellence within an organisation
Creating memorable “magical moments” that strengthen relationships
If you want practical insights into delivering customer excellence, strengthening loyalty, and building a customer advocacy model that turns customers into proud advocates for your brand, this episode is full of honest reflections and actionable ideas.
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