How Customer Experience Builds Loyalty, Trust & Growth – With Gemma Jones

About this episode

Gemma Jones discusses the importance of customer experience in driving loyalty and growth for businesses.

Customer experience is not just about customer service. It is a powerful business strategy that drives loyalty, profitability, and long-term brand trust. In this episode, customer experience expert Gemma Jones shares why organisations often struggle to deliver consistent customer journeys and how internal silos across departments can unintentionally create frustrating experiences for customers. Discover why customer experience must be led from the top, how businesses can align teams around the full customer journey, and why understanding what truly matters to customers can unlock significant commercial results. Join host Jane Bayler and guest Gemma Jones as they explore real examples of great and poor customer experiences, discuss why B2B organisations have historically lagged behind B2C, and explain how businesses can simplify processes while improving both customer and employee satisfaction. Whether you lead a large organisation or run a growing business, this episode will help you understand how consistent, well-designed customer experiences create stronger relationships, higher customer advocacy, and sustainable growth. Connect with Gemma: Website:https://www.stellarcx.co.uk/…

People in this episode

Host: Jane Bayler

Guest: Gemma Jones

Topics covered

• customer experience
• loyalty
• business strategy
• B2B
• B2C
• employee satisfaction
• brand trust

Keywords

• customer experience
• loyalty
• business growth
• brand strategy
• employee satisfaction
• B2B
• B2C

Mentioned in this episode

Organizations: Stellar CX, LinkedIn