Why Brands That Get Personal Win Big | Ken Hughes
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Welcome to Behavior Groups, the podcast that explores the human condition through a behavioral science lens. I'm Kurt Nelson. And I'm Tim Hulahan. And today we're thrilled to bring you a wide ranging funny and inside pack conversation with the remarkable Ken Hughes, a global expert on customer experience and human behavior. Yeah, and Ken is more than just a thoughter in CX, he's a captivating storyteller. A deep thinker and Basically he talks about three really important topics.
One human connection. Two, emotional loyalty. And three, what it means to build brands that truly matter. He's worked with some amazing brands from Coca-Cola to Google, and he's known for his sharp wit. And even sharper insights. Which
Tim, I think we got a good Good dose of both of these today. Uh totally agree on that. In our conversation, we explored how brands need to embrace the shift from transactional loyalty to emotional loyalty. How vulnerability Builds builds brand intimacy, and why most companies just completely understand what creativity needs to flourish. Ken challenges us to rethink efficiency as a goal because sometimes
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