In episode 41 of the podcast i spoke with Oli Bridge the CMO at Bonjoro about how brands can go that step further and delight customers in a targeted, scalable manner.
Delighting customers is a great way to build loyalty and word of mouth, and it really helps show the human side of your brand.
It helps connect your employees with customers and helps them view the business on a more individual basis, rather than just looking at spreadsheets and data all day.
But while a Customer Delight program is great, it can’t replace a great customer experience generally. You can’t plaster over the holes and hope that sending the odd gift out, or sending personalised videos will make up for a bad product.
Oli heads up Bonjoro’s marketing team. He has worked in SaaS for the last 12 years - his first job was in Customer Success with a media startup, Gorkana, who made a successful exit to Cision for £25m during his time there.
After starting and failing with his first solo venture, Oli joined Bonjoro in 2016, sold by the founder’s vision to grow Bonjoro into a tool to help every company build personal relationships with their customers at scale. Oli spends his time thinking of new ways to spread the simple ethos of Bonjoro: automate processes, not relationships.