56. From personal brand to customer loyalty & what actually builds trust with Suz Chadwick

In today’s guest episode, I‘m joined by brand coach Suz Chadwick to unpack a big, timely question:

“In the age of AI slop, what does an authentic personal brand actually look like? And how do you create a customer experience that still feels real?”

Together, we explore what personal branding truly means in 2026, why authenticity is becoming a competitive advantage, and how AI can either amplify your voice… or dilute it entirely.

If you’re an expert who knows your stuff but still feels like you’re hiding behind your business, this conversation is your gentle nudge to make some big moves.

What we cover:

• What a personal brand actually is (beyond the buzzword)
• Why memorability and reputation matter more than ever
• How AI is impacting personal branding — for better and worse
• How to “chunk down” your expertise so your audience can digest it
• How authenticity strengthens the entire customer journey

Connect with Suz Chadwick:

Website: https://suzchadwick.com/

Podcast: https://suzchadwick.com/podcast/

Instagram: www.instagram.com/suzchadwick

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you b uild a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month .  Join here!

Find out how you can get my strategic customer experience brain on your brand here .

Check out my favourite CX tools and resources here.

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