How to build your first customer experience strategy

In this episode, Christina Garnett, a fractional chief customer officer and community officer, shares insights on customer experience, marketing strategies, and the importance of human connection in business. She discusses the value of proactive customer feedback, the power of treating customers like influencers, and how to effectively use AI tools in marketing and customer experience roles.

 Show Timeline

 0:00  Introduction and Christina's current role

 1:39  Measuring customer experience

 3:00  Leading indicators of customer experience issues

 6:04  Creating effective customer surveys

 10:11  Balancing quantitative and qualitative data in surveys

 17:09  Using the jobstobedone framework in customer feedback

 20:13  Common mistakes in prioritizing customer experience

 23:23  Incorporating customer experience data into marketing

 29:52  The power of customer advisory boards

 32:51  Tools and technologies for small businesses

 37:37  Recommended AI tools and their effective use

 41:34  The impact of AI on human creativity and connection

 45:19  Final thoughts on the importance of being human in business

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About Christina Garnett

Christina Garnett, a fractional chief customer officer and advisor, has a talent for boosting customer satisfaction and fostering brand loyalty. Her expertise spans from Fortune 500 companies to startups, touching every sector from agencies to small businesses. Christina excels in problem-solving, program optimization, and enhancing social media and community engagement, all with a focus on creating authentic connections between brands and their audiences.

Christina believes in real, authentic connections. That's her secret sauce for leaving a lasting impression on how brands and customers interact online. Her expertise in social listening and community building has landed her spots in HubSpot Academy (Social Media, Social Listening), Semrush Academy (Social Listening), and On Deck's Community Builder Program (Advocacy as a Growth Lever).

She's shared her insights at conferences like INBOUND and Digital Summit, as well as dozens of podcasts, bringing practical advice to those looking to deepen their brand-customer relationships. You can find her thoughts featured in Adweek, Forbes, The Next Web, PR Daily, and Digiday.

Connect with Christina on LinkedIn, Twitter, and her website here.

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