In this episode of Product Chats, Cairo Keenan Marsh, founder and executive partner of Relativ*, joins host Rebecca Kalogeris to share insights into building relationship-driven customer experiences. Cairo explains why understanding customer problems, balancing data with creativity, and designing for both tangible results and emotional impact are essential for creating strong brand connections.
Key Takeaways:
- From Transactions to Relationships: Learn why businesses should shift their focus from transactional customer journeys to relationship-driven customer experiences.
- Balancing Data and Creativity: Discover how to ask the right questions and combine data insights with creativity to design experiences that resonate.
- B2B vs. B2C Experiences: Explore the nuances of designing experiences for B2B, including building relationships with multiple stakeholders.
- Proving ROI: Gain practical tips on showing the ROI of customer experience investments and identifying the right metrics to track.
- Flexibility in Design: Understand the importance of creating experiences that empower teams at every touchpoint to adapt to customer needs.
Guest Bio:
Cairo Keenan Marsh is the founder and executive partner of Relativ*, a customer experience agency helping businesses win by building stronger, relationship-based strategies. With a background in both the U.S. and Asian markets, Cairo brings a global perspective to designing impactful experiences. His approach combines data-driven insights with creative problem-solving, helping brands foster deeper connections with their audiences.
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