In this episode, together with Silvia Gomez Dominguez we explore the power of emotional connection as a key strategy to reduce churn and boost customer lifetime value. Emotional Connection. It’s powerful. Silvia’s seen the numbers. Conversion rates go up. Churn goes down. Lifetime value? It increases. But how do you make that happen? Key Takeaways [00:00:00] Build connections beyond transactions. It’s not just about selling. [00:02:38] Understand customer needs and moments that matter. Personalize at Every Touchpoint [00:06:32] Tailor your interactions. Address emotional needs, not just technical ones. [00:12:16] Use empathy and relevance to create meaningful engagements. Measure Emotional Connection [00:10:30] Combine relevance, investment, and advocacy. It’s more than just NPS. [00:21:57] Emotional engagement can increase responses by 5-15%. [00:28:31] Ensure every interaction is smooth and builds trust. [00:30:14] Celebrate moments that align with your brand values. [⁠00:47:58] Start with the right team, then layer in tech. People drive strategy. [00:53:15] Tools should empower, not dictate. Avoid one-size-fits-all solutions. [00:25:47] Use data and qualitative insights to get a full picture of your customer. [00:41:58] Understand different team goals to align on customer-centric objectives. [00:42:59] The role of CVM is evolving. Embrace new tech to simplify and enhance. [00:44:40] Feedback loops are crucial for continuous improvement. [00:49:23] Do your homework. Assess, strategize, and then implement. About Silvia Gomez Dominguez Silvia is a Senior Director and Expert in Customer Engagement. Her journey from Spain to Australia, balancing a career and family, is truly inspiring. It shows that with the right mindset, we can all navigate through complexity to build better, more meaningful connections with our customers. Connect with Us Join the conversation on LinkedIn: ⁠https://www.linkedin.com/company/exacaster/⁠ Dive deeper into CVM Stories: ⁠https://www.exacaster.com/cvmstories/