Col Kennedy is the General Manager of Brand and Customer Experience at Country Road, which is a premium fashion and apparel retailer. Col has a wealth of experience from working at brands like Disney, Target and Cotton On. Topic 1: How to rethink your loyalty program to drive better relationships with customers. Topic 2: What does it take to manage a brand which has thousands of employees and still deliver consistent experiences?

 

Resources mentioned:
Start With Why (book), by Simon Sinek.

 

Key takeaways (starts at 22:55):
Start with the customer, not the loyalty program.
Invest in internal communications
Understand where your brand's positioning is going and remain in-sync with your customer's expectations

Col Kennedy is the General Manager of Brand and Customer Experience at Country Road, which is a premium fashion and apparel retailer. Col has a wealth of experience from working at brands like Disney, Target and Cotton On. Topic 1: How to rethink your loyalty program to drive better relationships with customers. Topic 2: What does it take to manage a brand which has thousands of employees and still deliver consistent experiences?
&nbsp;
Resources mentioned:
<ul>
<li><a href="https://www.amazon.com.au/Start-Why-Leaders-Inspire-Everyone-ebook/dp/B002Q6XUE4">Start With Why</a> (book), by Simon Sinek.</li>
</ul>
&nbsp;
Key takeaways (starts at 22:55):
<ol>
<li>Start with the customer, not the loyalty program.</li>
<li>Invest in internal communications</li>
<li>Understand where your brand's positioning is going and remain in-sync with your customer's expectations</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.

Advertisement