Go beyond loyalty...feel part of a brand

“When someone feels part of your brand, not just a consumer, they’re more willing to share really candid feedback because they care.” - Jeff Harrell

Ever notice how some brands just feel like home? Like you’re not just another customer but part of something bigger? That feeling doesn’t happen by accident.

It’s what Jeff Harrell calls creating a sense of belonging. When customers feel like they belong, they care enough to tell you what you’re doing right... and where you’re falling short.

So what makes us feel that way? Jeff gets into that in this week’s episode.?

I also really appreciated Jeff’s link between content marketing and overall experience?

“Content isn’t just about selling; it’s about creating an experience. The best content helps customers feel seen, understood, and connected to your brand.”

Communicating the brand promise through content marketing primes the customers’ understanding what they should expect to experience.?

And…I LOVED talking to a fellow podcaster. Jeff surprised me when he talked about how he shaped his former show “The Big Ass Runner” podcast. There are a TON of lessons for customer experience we can glean from his approach to a listener-driven podcast.?

Oh…and I was BLOWN away by his last answer in the 1st Class Lounge!

Don’t know what I’m talking about? Have a listen right around 21:22 Whoa!…it’s something indeed

Jeff gets it…great CX is all about connection. Whether it’s making customers feel like they belong, creating content that actually means something, or just having some fun on The Big Ass Runner Podcast, Jeff’s got insights worth hearing.

Your Turn…

How have you seen a brand really create that deep connection with you…the kind where you would tell them all the things you love about them AND all the things they need to fix?