Explorez tous les épisodes du podcast The Buyer Narrative: Customer Experience Reimagined

In this episode of the Buyer Narrative, I talk about the future of customer experience in the world as we know it.

In this episode of the Buyer Narrative, I sat down with Camille Trent, Managing Editor at MarketerHire, to talk about how B2B brands can use the right content to improve the customer journey.

Learn how to:

• Add human emotion to B2B marketing.
• Align your message to the heart of what customers value.
• Tap into existing customers can help you drive your content strategy.
• Use content to drive further engagement and activation for current customers.
• And so much more!

To learn more from Camille, follow her on LinkedIn @ https://www.linkedin.com/in/camillehansentrent/

In this episode of the Buyer Narrative, I discuss how I think about the value and the purpose of driving successful customer experiences.

In this episode of the Buyer Narrative, I sat down with Cary Cusumano, CX Design Strategist with Verizon Enterprise Solutions, to talk about how brands can use self-service to both improve experiences and deliver ROI.  

You'll Learn: 

• How to use unstructured analysis to get to the heart of customer issues.
• Ways to draw insights from employees about how to improve operations.
• Steps to building self-service into your experiences.
• And so much more!

To learn more about Cary, connect with him on LinkedIn @ https://www.linkedin.com/in/cary-cusumano-cx-doer/.

In this episode of the Buyer Narrative, I talk about a recent customer service interaction I had and how it alludes to the powerful impact of loss aversion on consumer behavior.

In this episode of the Buyer Narrative, I sat down with Bonnie Chatterjee, Head of Customer Experience for GitHub, to talk about what she has learned about using customer insights to improve the way GitHub does business.

You'll Learn:

- How to Get Started With CX

- How to Generate Value Out of Customer Journeys

- Practical Ways to Think About Experience Measurement

- And so much more!

To learn more about Bonnie, follow her on LinkedIn @ https://www.linkedin.com/in/barnalic/ and check out her blog @ https://www.nextbonnie.com/.

In this episode of the Buyer Narrative, I sat down with Shelly Chandler, VP of Customer Experience for American Tire Distributors, to discuss how her team has been able to begin using customer experiences to drive innovation and differentiate their brand.

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Tune In to Learn:

• What it Takes To Drive Adoption of Customer Focus.
• Where to Start When Building Your Customer Experience Program.
• How to Move Beyond Survey Metrics Alone.
• Ways to Use Data to Build Predictive Analytics.
• And so much more!

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Learn more from Shelly follow her on LinkedIn @ https://www.linkedin.com/in/shelly-chandler-ccxp-887a254/.

You can also find a lot of free resources through the Customer Experience Professionals Association @ https://www.cxpa.org/

In this episode of the Buyer Narrative, I sat down with Larry Long Jr., sales leader and motivator, to talk about how to improve sales team performance by building the right foundation.

Learn how to:

• Get to the heart of what prospects are really thinking.
• Avoid wasting time on dead-ends.
• Get the attention of your target prospects.
• Build a sales team that delivers consistent results.

To learn more from Larry, follow him on LinkedIn @ https://www.linkedin.com/in/longjr7/.

In this episode of the Buyer Narrative, I sat down with Breezy Beaumont, a leader in growth marketing and demand generation, to discuss how marketers can leverage a human-centered approach to drive demand for their products.

We'll Dive Into

• How the role of marketing changes as start-ups grow.
• How to leverage customer feedback to improve your marketing.
• Best practices for building a community for your B2B brand.
• The biggest pipeline opportunity for B2B brands.

To learn more from Breezy, follow her on Linkedin @ https://www.linkedin.com/in/breezybeaumont.

In this episode of the Buyer Narrative, I'll discuss the debate over the validity of customer surveys and explain how to best leverage them for actionable insights. *Podcast Update*  Please note that starting 2/17, the show will move to an every other week cadence. 

In this episode of the Buyer Narrative, I'll talk about how marketers have shifted towards a consumer-focus and why that's just not enough.

In this episode of the buyer narrative, I talk about the curious case of the movie theaters and how to apply their current conundrum to customer experience management at large.

In this episode, I talk about the Pandora's Box of consumer-centered thinking and discuss how to navigate the waters when going against the grain of traditional business.

Are you a believer in the power of experiences? 

Many people actually are. The problem is, it takes more than a research study or compelling podcast to get the kind of support you need to drive actual change.

When there is stiff competition for budget spend, it can seem almost impossible to get leadership buy-in to make changes for long-term results.

In this episode, we talk about how to build support to improve customer experiences and move your organization one step closer to being consumer led. 

In this episode of the Buyer Narrative, I talk about how technology can enable organizations to shape better experiences. I also discuss interesting technology trends that may impact how we deliver experiences in the years to come.

In this episode, we talk about the true meaning of brand and how organizations of all sizes can benefit from shifting their focus from brand image to brand reality.

Ever wonder how customer-focused organizations figured out how to prioritize customer experiences while driving sales? In this episode, we talk about how being customer-centric can help elevate your sales to the next level. 

What will your brand be known for is this is its last year of operation.

Did you innovate faster than anyone else on the market? Did you save painful business processes? Did you improve lives?

In this episode of the Buyer Narrative Podcast, we talk about why it is important to think about the way you run your operation with a long term legacy in mind.

Meeting customer expectations at every touchpoint is often an all too impossible mission. 

In this episode of the Buyer Narrative, we discuss the challenges of delivering the right experiences and why continuing in the pursuit of it is worth it for any purpose-driven organization.

In this episode, we compare and contrast the functions of customer experience and marketing to drive towards how the two functions drive organizational outcomes in similar but different ways.

Kingman Consulting Group is a Customer Experience Consulting & Training Firm That Specializes In Helping Organizations Design, Build, and Execute Customer Experience Strategies That Increase Profitability and Revitalize Customer Engagement. To learn more about us, please visit https://www.kingmanconsulting.com

In this episode, I talk about how to define success when it comes to customer experience. Like with anything else, it is hard to invest time, energy, and resources into initiatives that cannot be measured. In order to be able to rally your team around the notion of experience excellence, you have to start with your vision of what excellence really is. 

There are a lot of factors at play when it comes to loyalty. Some people are naturally more loyal than others, but sometimes situations lend themselves to a need for change. If your organization aspires to build a loyal customer base, it is less about the situations you can't control and more about the one's that you directly orchestrate yourselves. 

There is only so much that you can actually assume in business, the way your customer perceive your brand is not one of them. When it comes to customer experience, you have to do the work to make sure that really understand what is going on in the mind of the customer. While this process can demand a lot of effort and coordination, nothing can position you better than getting at the voice of the customer.

In this episode, I unpack what customer journeys are and how to use them to get a better sense of how your operation looks from the lens of a customer. Choose the right customer segments to look at, everyone's journey does not look the same. Focus on high-impact interactions, from your perspective and from that of your customers. Use your data to add color to pain-points. Make the most of your customer journeys by taking action to close the gaps.

In this episode, I talk about customer segmentation and how identifying the differences in what your customers and prospects prefer and how they think can play a huge role in how well your customers receive the experiences you deliver.

• No, customers are not all the same.
• Leave demographics behind, dive into the world of psychographics.
• Build segments to empower you to make the most responsible decisions for your org.
• It all starts with understanding who your customers really are.

If you are currently on the fence about whether to invest more time and resources into customer experience, this episode is for you. In this podcast, we get to the heart of why customer experience is so important in the modern business world.

• Customer experience is the conscious and unconscious perception that your customers have of your brand.
• As information and technology has put the power in the hands of the consumer, it has become more important than ever to matter to a customer on a deeper level than product features and benefits, you have to become apart of their lives.
•  Tune in to learn how to think about implementing a customer focused approach for your business.

If you are looking to re-define your relationship with your customers, then this is the right podcast for you. The Buyer Narrative Podcast is the #1 source for frameworks, research, and practical advice about how to deeply understand your customers and reorient your business around their needs to drive loyalty and foster growth.