Kent Bredahl: Boosting Loyalty, Driving Growth
Episode description
Kent Bredahl drives company growth by enhancing customer loyalty and optimizing customer lifetime value. He challenges conventional customer engagement methods and provides a diverse toolbox, including tools for measuring customer satisfaction, loyalty, retention, and overall experience. Kent emphasizes the importance of capturing the voice of the customer and tailoring loyalty measurement methods to suit individual needs, addressing concerns about survey fatigue.
Using Net Promoter Score (NPS) as an example, Kent demonstrates the impact of his approach through various customer interactions. He shares a success story from his experience working with a construction company, where engaging customers throughout the building process not only identified and rectified mistakes early but also fostered positive word-of-mouth, resulting in significant benefits.
Additionally, Kent recounts another successful endeavour with a chain of stores. NPS results revealed that renovating a store led to a 7% increase in NPS, while effective management resulted in a remarkable increase of over 30%. These examples underscore the tangible benefits of prioritizing customer loyalty and engagement strategies.
Kent's key message is to prioritize learning over metrics. He emphasizes that it's the actions taken with the insights gained, rather than the metrics themselves, that drive success. By focusing on learning and taking meaningful actions, the metrics will naturally align and improve.
You can find Kent on LinkedIn: https://www.linkedin.com/in/kentbredahl
Look out for his new book 'Customer Blind' in Feb 2025