Coffee N° 5 with Lara Schmoisman
Beyond Transactions: Building Loyalty That Lasts with Ken Hughes
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Ken Hughes, known as The King of Customer Experience, joins Lara Schmoisman to share why connection—not product—is the ultimate differentiator in today’s AI-driven world, and how brands can design loyalty that lasts.
We'll talk about:
Why products and services are now commodities—and why connection is your only real differentiator
The “goldfish moment” every brand should be creating (and how to scale it)
How Taylor Swift built one of the most loyal fandoms on earth—and what brands can learn from her playbook
The danger of “one-night-stand marketing” and the shift from transactional to relational thinking
Why ROI isn’t enough—and how to build with “desire to invest” instead
Real-life stories of brands going beyond expectations to create emotional loyalty
The perfect balance of AI and human touch in customer experience
For more information, visit Ken Hughes' LinkedIn.
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