The Business of Customer Love Year in Review Special 2023

In this episode we spoke with Brittany Hodak (author of Creating Superfans), Nate Henderson (CEO of BILT Intelligent Instructions), Carol Meyers (Partner at Glasswing Ventures) and Andy Cockburn (CEO and Co Founder of Mention Me). 

Our expert panel discussed their top CX highlights from 2023 as well as the biggest challenges and lessons they'd encountered over the last 12 months.

We then shift our focus to 2024, where we discuss the key CX trends to be aware of next year and how to turn customer advocacy into a core marketing strategy.

About Brittany

Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who has delivered keynotes across the globe to organizations including American Express and the United Nations. She has worked with some of the world’s biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton.

She founded and scaled an entertainment startup to eight figures before exiting, and she is the former Chief Experience Officer of Experience.com. Forbes said of her debut book, Creating Superfans, “If you have customers, you need this book. Period.”

About Nate

Nate Henderson is the chairman and CEO of BILT Incorporated, a SaaS company he co-founded in 2015. Under his leadership, BILT has grown from an idea to improve assembly instructions into a consumer experience revolution fundamentally changing the way users interact with the brands and products they buy.

BILT’s 3D Intelligent Instructions® increase Net Promoter Scores an average 30 points. Higher star ratings have a dramatic impact on revenue. The improved out-of-the-box experience also leads to fewer returns and calls to customer support. Products on BILT garner up to 6x more reviews and 5x higher registration rates than industry averages. 

About Carol

Carol Meyers is an independent board director, executive coach, investor, and former C-level executive. Carol served as Chief Marketing Officer of Rapid7, LogMeIn, and Unica Corporation, and was the VP of sales for Shiva Corporation. She helped grow each of these technology companies from their earliest stages through to successful IPOs and billions of dollars in valuation.  

Today, she is a venture partner at Glasswing Ventures and an independent board director for Markforged (NYSE: MKFG), Rewind, and Crunchr, where she serves as chairperson. She also serves as an advisor to several venture-backed companies

About Andy

Andy Cockburn is CEO and Co-Founder of Mention Me, the Customer Advocacy platform empowering brands to turn fans into a powerful growth driver. Since co-founding the business with Tim in 2013, he’s scaled Mention Me to employ more than 100 advocacy experts who have delivered over USD $1.8bn in revenue for Puma, Charlotte Tilbury and Farfetch and other major brands worldwide.

Prior to Mention Me, Andy was the UK Managing Director of HomeAway, the world's largest market-place for US vacation rentals (that floated on the NASDAQ for $3bn), and formerly the founder and CEO of Wigadoo, a technology start-up in the social payment space. He has an MBA from INSEAD and MA from Cambridge University