Often Imitated: CX Stories from History

If You Called Your Customers, Would They Pick Up? with Erik Nierenberg, CEO of Litmus

Episode Summary

CX is crucial—don’t phone it in.

Episode Notes

With the invention of the phone came drama, controversy, and innovation. A phone call went from a trusted source of communication to spam calls that never end. Today, we’re going to learn about how it all started back in the day with Alexander Graham Bell. Call your friends and tell them you’ll be late, because you won’t want to miss this one.

In this episode of Often Imitated, Erik Nierenberg talks about the world of email, and how trust plays a key role between a purchase and an unsubscribe. 

Experience: Trust is earned

Inspiration: The invention of the telephone 

Modern Day Execution: Erik Nierenberg, CEO, Litmus

Three Takeaways

• Identify your end users, and figure out how they want to be interacted with.
• The more personalized you can make your outreach, the better your customer’s experiences will be.
• You earn your customer’s trust by sharing meaningful and individualized content.

Key Quotes

• "Trust is earned and we have to earn the right to email you by engaging you with something you care about."
• “Every piece of email is an extension of your brand.”
• “The more you can leverage email and at least one other channel in the customer’s journey, the more effective and innovative your marketing team will be.”

Links

Erik Nierenberg LinkedIn

Litmus

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Thanks to our friends 

This podcast is presented by Oracle CX. 

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives