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cover of episode #1 Brandon Kirk: The Secret To Mastering Customer Experience in Your Business

#1 Brandon Kirk: The Secret To Mastering Customer Experience in Your Business

2023/11/1
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Experts of Experience
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Brandon Kirk: 本期节目中，Brandon Kirk 分享了 Rogers Sports & Media 如何利用数据驱动型方法来提升客户体验，并实现业务增长。他强调了时间管理的重要性，以及如何通过内容丰富的合作关系、精准的广告投放和先进的衡量工具来满足客户需求。他详细介绍了公司如何利用各种数据资源，包括无线数据和机顶盒数据，来创建细分受众群体，并通过不同的媒体平台进行精准的广告投放。他还谈到了公司如何利用第三方研究和品牌提升研究来衡量广告效果，以及如何利用Salesforce 和 AI 技术来预测客户行为，并提高工作效率。此外，他还强调了倾听客户声音、与客户密切合作以及持续改进的重要性。他分享了公司在净推荐值（NPS）调查中取得的优异成绩，以及公司如何利用各种工具和策略来支持矩阵式组织结构，并促进团队沟通和项目管理。最后，他还分享了公司与Disney+的合作，以及公司如何利用新的演示工具来提高客户沟通效率。 Lauren: Lauren 作为主持人，引导了与 Brandon Kirk 的对话，并就数据驱动型结果、客户体验、广告策略、技术应用以及跨部门合作等方面提出了问题，并对 Brandon Kirk 的回答进行了总结和补充。她还强调了客户反馈的重要性，以及如何利用技术来收集和分析客户反馈。

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Rogers Sports & Media holds a prominent position in the Canadian media landscape, reaching a vast majority of the population weekly through diverse platforms including television, radio, podcasts, and out-of-home screens. This wide reach necessitates a focus on customer satisfaction, prompting exploration of strategies and technologies to enhance customer experiences.
  • Rogers Sports & Media reaches 95% of the Canadian population weekly.
  • 76% of Canadian TV audiences use Rogers as their provider.
  • The company owns 55 radio stations, operates nearly 30 podcasts, and owns more than 3,500 out-of-home screens.

Shownotes Transcript

Join us as we dive into the world of data-driven results and customer experience with Brandon Kirk of Rogers Sports & Media. We explore how data shapes advertising and in turn enhances the customer experience.

In this episode, Lauren sits down with Brandon Kirk, Vice President of Client Solutions at Rogers Sports & Media. Brandon is a sales executive with over 15 years of experience in companies such as CanWest, Time Inc., and Sports Illustrated.

We kick things off by stressing on the importance of time and data in determining business results. We discuss Rogers Sports and Media’s move to content-rich partnerships to improve customer experience. We discover how Rogers leverages a large volume of data, from wireless data to set-top boxes, crafting unique advertising segments that hit right on target.

The conversation flows into customer experience. Brandon breaks down the media landscape and the crucial role of feedback in driving excellence. We finish up by discussing the impact of tools like Salesforce and the influence of AI on predicting customer behaviors.

Watch the Full Episode on YouTube: youtube.com/@ExpertsofExperience)

If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.

 

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(00:00) Preview and Introduction

(02:28) Rogers Sports’ Influence in Canada

(05:42) New Age of Advertising & Customer Engagement  

(08:33) Modern Metric Measurement Strategies & Tools

(15:06) Leveraging Data Driven Insights for Growth

(22:51) Harnessing Tech: Salesforce, AI, and Predictive Engagements

(25:52) The Role of Collaboration in Customer Experience

(31:25) Future of Media: Streaming & The Rogers-Disney Collaboration