Mazda is redefining customer experience by putting humans at the center of everything it does. On this episode, Brad Audet, CMO of Mazda Americas, shares insights on how emotional connections and personalized experiences can drive brand loyalty and business success. Plus, he explores the importance of human connection in business and how it can transform customer experiences.Tune in to hear about:Customer Experience as a Competitive DifferentiatorOmotenashi: The Concept of Radical HospitalityThe Importance of Emotional ConnectionBringing Human Connection into BusinessThe Role of Technology in Enhancing Human ExperienceThe Balance Between Technology and Human TouchListening vs. Hearing in Customer InteractionsThe Importance of Tonality in CommunicationThe Role of CMOs in Sustainable Development Goals–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more. Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
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People have this way of wanting to define listening through their ears only. You have to listen visually, and you also have to listen to behaviors. We very much believe that one size fits one. Our purpose is enriching the lives of most of those we serve.
Hello, everyone, and welcome back to Experts of Experience. I'm your host, Lauren Wood. Today, I'm excited to be joined by Brad Audet, the CMO of Mazda Americas. Today, we are going to dive into how he leads the brand's evolution through personalized customer experiences, strategic partnerships, and innovative marketing campaigns that drive emotional connections between Mazda and its customers.
Brad, so wonderful to have you.
Thank you so much for having me. I'm looking forward to this discussion.
So how is customer experience a competitive differentiator for you?
Well, I think in the automotive industry in particular, you're seeing a convergence of commonality across the number of the different manufacturers. I mean, everybody is building great cars, high quality cars, cars that are well-crafted, cars that have great powertrains and great safety. I think having distinctive customers
born out of what's important to your customers, but also who you are as a brand and a business. So at Mazda here in the US, we put a lot of emphasis around how we create more customer delight. And we focus on a thing called Omotanashi, which is a Japanese term that speaks to, in some ways, kind of like radical hospitality, if you will, in the most simple sense, right?
We very much believe that one size fits one. You may have heard that in the past from a guy named Will Godera, who wrote a book about hospitality and the restaurant that he ran. But we think that it's very important that we anticipate and work selflessly for those we serve. If you look at our purpose, our purpose is enriching the lives in motion of those we serve.
So we very much look at our engagement with our customers and all of our stakeholders for that matter in terms of how we serve them.
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