630: Crafting brand-defining PEAKS to create a customer experience (and loyalty!) w/ Matt Egol
On this episode of The Wantrepreneur to Entrepreneur Podcast, host Brian Lofrumento welcomes guest Matt Egol, founder of JourneySpark Consulting, to discuss how to generate the right insights to guide brand, innovation, and experience design. Matt is a recognized thought leader in the experience management space with over 25 years of consulting experience. The discussion focuses on the importance of customer experience (CX) in businesses, from designing peaks in the experience to aligning campaigns with deep metaphors to resonate with customers. The episode also covers the evolving practice of experience management and how small businesses can improve their customer experience with the help of tools like website design, email marketing, training, and a network of partners. The key takeaway is that positive experiences create brand loyalty, driven largely by unconscious habits and emotions, and businesses should prioritize customer experience to achieve their objectives.
ABOUT MATT
Matt Egol is a recognized thought leader in the experience management space. After more than 25 years of consulting experience at companies like Booz & Company and PwC, Matt launched JourneySpark Consulting to work with clients in more flexible and effective ways to help them meet their objectives. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. His clients have included F1000 companies, private equity portfolio companies, and other high-growth companies.
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