#NoBullshitCX One of the key questions of CX is Would you recommend us? One of the key challenges of CX is moving from would to did. When we worked with the wealth management division of a German bank, we saw just how complex that leap can be. Not all promoters are the same. Through our research, we identified several distinct “promoter personas”, each with different triggers for actually recommending the brand, different levels of influence, and different numbers of people they typically talked to. There were Traditionalists: people who talked to others intuitively and recommended based on a personal relationship with their branch advisor. They were enthusiastic and their advice was followed, albeit their influence stayed within a close circle. Then there were Digital Innovators: those somewhat ego-driven types who recommended based on how cool the tools and services were, and how they enhanced their own status.…