Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.

In the video "Understanding The Trust Equation for Professional Relationships," Charles H. Green, co-founder of Trusted Advisor Associates, introduces the Trust Equation, a framework for assessing and building trust in professional relationships. The equation posits that trust is a function of credibility, reliability, and intimacy, divided by self-orientation.

In the article "The Currency of Customer Trust in Retail," SAP examines the critical role of trust in the retail sector and its impact on consumer behavior and business performance. The piece highlights that retailers are facing a crisis of confidence due to factors such as false advertising, poor online ratings, data privacy breaches, and misleading sustainability claims.

In the video "The Four Factors of Trust with Deloitte Principal and Author Ashley Reichheld," Ashley Reichheld discusses the essential elements that build trust between organizations and their customers. He emphasizes that trust is foundational to customer loyalty and business success.

In the article "Customer Lifecycle Management," Forbes explores the concept of managing the stages a customer goes through when interacting with a company, from initial awareness to post-purchase engagement. Effective customer lifecycle management (CLM) involves understanding and optimizing each phase to enhance customer satisfaction and loyalty.

In episode 62 of the Empowered CX Podcast, titled "Engaging Customers Throughout Their Lifecycle: Key Insights and Actionable Frameworks with Valerie Peck," Valerie Peck, a seasoned customer experience strategist, discusses strategies for effectively engaging customers at each stage of their journey.

This article by Richard L. Oliver, "Whence Consumer Loyalty?" explores the complex relationship between satisfaction and customer loyalty, identifying that satisfaction is a necessary, though insufficient, condition for loyalty. The paper examines various stages of loyalty development, from cognitive to affective, conative, and action loyalty, and considers how personal fortitude and social bonding contribute to stronger, more enduring loyalty. Oliver concludes that loyalty is not universally achievable for all businesses, as some markets may only reach the satisfaction stage, while others can foster deeper, more resilient customer loyalty through product superiority, personal commitment, and community support.

The article "Types of Customer Loyalty Explained" from Asymmetric Marketing discusses the various forms of customer loyalty that brands can cultivate to drive retention and long-term engagement. It highlights that customer loyalty extends beyond mere repeat purchases and can be driven by emotional connections, brand engagement, habitual behavior, or even advocacy. The article emphasizes that businesses must understand these different types of loyalty in order to create targeted strategies that build stronger relationships with their customers. By recognizing the unique drivers of loyalty, brands can tailor their efforts to enhance customer experiences and foster deeper, more sustainable connections

The article "The Service Recovery Paradox Explained: Turning Setbacks into Success" discusses how effectively addressing service failures can enhance customer loyalty. The Service Recovery Paradox (SRP) suggests that when a company resolves a service issue promptly and empathetically, customer satisfaction can surpass the level it would have been had no problem occurred. This phenomenon occurs when the company's response not only rectifies the issue but also leaves a positive, lasting impression, leading to stronger customer loyalty.

The article "Service Recovery: How to Win Customers Back After a Negative Experience" from Medallia emphasizes the importance of promptly addressing service failures to enhance customer retention and loyalty

The article "Customer Engagement: Everything You Need to Know" from Qualtrics explores the concept of customer engagement (CE), emphasizing its role as the emotional connection between a customer and a brand. It highlights that CE encompasses the quality of the relationship, the frequency and nature of customer interactions, and the overall customer experience. The article distinguishes between customer engagement, customer satisfaction, and customer experience (CX), noting that while satisfaction can be an outcome of engagement, they are not synonymous. It also discusses the various dimensions of customer engagement, including longevity, proactiveness, repetition, context, and volume of interactions.