The Customer Experience Podcast – Détails, épisodes et analyse

Doing what's right for your customer is what's right. It’s that simple.

Angela Alea, President and Chief Revenue Officer at LASSO shares valuable insights on the importance of teaching and learning in conversations, removing friction for a seamless customer experience, and the significance of feeling understood and cared for. In this conversation we explore the changes in sales, marketing, and customer service over the past decade, discuss the power of surveys and data analysis, and uncover the secrets to building positive relationships and successful partnerships.

Key theme: serve first — from that, revenue comes.

Join as we discuss:

• Why serving others and providing value, regardless of sales opportunities, is the ultimate game-changer
• Why it’s important to measure success — not satisfaction
• Whether your customer is seeking the best price, or the best partner
• How to make your consumers feel cared for and supported

More information about Angela Alea and today’s topics:

• LinkedIn Profile: https://www.linkedin.com/in/angelaalea/
• Company Website: https://www.lasso.io/
• Other Relevant Link: Publix Super Markets; Chick-fil-A; Delta Airline

Solving for multiple stakeholders is the essence of human-centered design.

Our latest guest is Saira Taneja, a seasoned professional who has journeyed from the realms of corporate strategy to her current role as Chief Experience Officer at Cover Whale, a leading insurtech company specializing in the commercial auto industry.

Together we explore the evolving world of customer experience in high-growth environments, from human-centered design to the role of data and technology. We dive into the delicate balance between leveraging cutting-edge technology and maintaining a personal touch in customer interactions. Learn how Cover Whale addresses the needs of multiple stakeholders, and why Saira advocates for open-minded hiring and education.

Join as we discuss:

• Why Human-Centered Design is crucial in improving the customer journey
• How data impacts customer experience and business strategy
• How businesses can effectively address the needs of multiple stakeholders
• How a company can maintain consistent CX during scaling and growth
• Where tech and personal touch intersect in the commercial auto industry

More information about Saira Taneja and today’s topics:

• LinkedIn Profile: http://linkedin.com/in/sairataneja/
• Company Website: https://www.coverwhale.com/
• Other Relevant Link: Dan Abrahamsen and Kevin Abramson; IDEO

Caution: be thoughtful about what you and your team outsource to generative AI, and what you continue to do yourself.


When it comes to human and machine, the best solution is “both/and”, not “neither/or”. The dreaded follow up email isn’t just about the bullet pointed takeaways; it's not just about the summary. That follow up is about YOU. It's about your ability to listen, learn, understand, guide and recommend. It's about your ability to earn trust and to move things forward. As of now, only humanity can fulfill this emotional component. Most of us can agree that AI is not associated with authenticity, however it’s authenticity that our customers crave.


Solution: “Show your work” by rehumanizing with recorded video messages, perhaps in conjunction with AI generated bullet points. Thus, “both/and”.


More information about Ethan Beute and today’s topics:

• LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/
• Company Website: https://bombbomb.com/
• Other Relevant Links: How Generative AI Changes Creativity (HBR IdeaCast); Don Allen Stevenson III on LinkedIn; Jacqueline Ng Lane on LinkedIn; David De Cremer on LinkedIn; Consumers Crave Authenticity (Forrester)

Related Episodes

• CX 150 with Dr Nick Morgan “Why Your Virtual Relationships Degrade Over Time”
• CX 155 with Dr Roland Rust “How Artificial Intelligence is Driving the Feeling Economy”
• CX 254 with Jeff Shore “Embracing a Psychology-Based Approach to Sales”

The word “disruption” can make us feel irritation or even angst. What we need is to recognize that disruption on an industry scale means changing how we operate to create better experiences for our customers.
In this episode, I interview Michelle Lisowski, Global Director, B2B Marketing at Uber, about how she's leading a well-known B2C brand into better B2B customer experience.
Join us as we discuss:
What Michelle means when she says CX is everything
How Uber for Business is redefining transportation
Why disruption should be recognized as serving customers
How Michelle manages multiple lines of business with trust in people
When customer-centricity became a practice for Michelle     


Check out these resources we mentioned:
Uber for Business
Michelle Lisowski on LinkedIn
Patagonia
American Express
Target  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play, or Google Podcasts, and find more episodes on our blog.
Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

He’s the Founder and Chief Executive Angel at SavingsAngel.com and host of The Thoughtful Entrepreneur Podcast. His work is syndicated nationally in print, on radio, on television, and of course online. He’s a US Navy veteran. AND he’s also sent more than 4,200 video messages over the past few years! 

In this episode, I interview Josh Elledge, who is also the Founder/CEO of UpMyInfluence.com, about how to gross more than $50 million in revenue and build a 7-figure B2B sales system for consultants and agencies — with zero paid ads.

Join Josh and me as we discuss:
Why we should focus on value and impact instead of chasing revenue numbers
What the big problem is with paid ads
How to build authentic relationships with your dream customers
Why video is the best way to make people fall in love with you
When you should send video messages



Check out these resources we mentioned:
UpMyInfluence.com 
Bob Burg 
Adrian Cronauer 
BombBomb 



Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

For the entire year of 2020, his team booked about 450 meetings. So far in 2021, they’ve booked about 550 meetings in just the first three quarters by sending over 220,000 emails that people want to read. 
In this episode, I interview Michael Chambers, Vice President, Sales Agency and Training Teams at Precision Value & Health, about why he puts relationships at the center of everything he does for customers and employees — and cold prospecting.  
Join us as we discuss:
Why relationship and responsiveness are at the center of customer experience
What the qualities of great candidates are to Mike
How he designs a successful cold email strategy
Why it matters to accept “not yet” as a response
How to stay available to customers and employees 


Check out these resources we mentioned:
Michael Chambers on LinkedIn 
Precision Value & Health 
Fernando Mateus on LinkedIn 
Clean My Pavers  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. 
Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Instead of a slice of cake with a candle, they brought out a box of handmade chocolates with Happy Birthday spelled out in cocoa powder and decorated with a sparkler. All four diners spontaneously took out their phones, photographed it, and shared it online.

“The single best marketing is a happy customer talking about you because it’s the most credible, the most authentic,” said our guest today, Dan Gingiss, Chief Experience Officer at The Experience Maker, LLC and author of The Experience Maker .Dan challenges organizations to create shareable experiences, just like Fleming Steakhouse did for his son’s birthday dinner.

Join us as we discuss:
Why Dan highlights a romance novelist in his marketing book
What the WISER framework stands for
How personalization creates shareable moments
How to leverage B2C experiences in B2B
Why Amazon loses money to invest in relationships



Check out these resources we mentioned:
Dan Gingiss on LinkedIn 
The Experience Maker (book) 
DanGingiss.com 
Starbucks 



Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

There’s no reason to keep them separate anymore: success, support, marketing, and sales. Their common goal is revenue, so their common leader should be the CRO. When we’re talking about the next generation of CROs, a Chief Marketing Officer is likely the best candidate because they’re already doing the bulk of that work.  
In this episode, I interview the authors of CMO to CRO: The Revenue Takeover by the Next Generation Executive, Tegrita’s COO Brandi Starr, CRO Rolly Keenan, and President & CTO Mike Geller. We talk a bout why CMOs make such good CROs and how to create a CRO function.  
Join us as we discuss:
Why the rise of the CRO is vital to good CX
Why Tegrita created a CRO role and wrote a book about it
How to tame your Frankenstack
What CMOs can do to shift into CROs
Where to position RevOps with respect to the CRO function  


Check out these resources we mentioned:
RevenueTakeover.com 
Tegrita.com   


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.  
Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Two and a half months ago, gearing up for the launch of our second book, Human-Centered Communication, we found that mass emails did not perform as well as before. Here’s what has worked: personal one-to-one video messages. 
People and relationships matter more today than ever. 
I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. In this episode, I share how our launch strategy has changed to reflect the thesis of our book — that human-centered communication is the most meaningful and successful way to cut through today’s digital pollution.  
Here are some thoughts from the episode:
How personalization promotes memory
What our book rankings are
How we pivoted our launch strategy for our second book
What I said in my video messages and how people responded
Why human interaction matters even more online  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. 
Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

In one of his interviews at his current company, our guest said this to the CEO:

“If we're going to build an organization that truly earns the love of the customer by providing a consistent experience, we need to put the entire customer journey under one umbrella. We also need to train the team to be maniacally focused on the customer — to understand the market, the industry, and the players’ wants, needs, and wins — by training as a whole, not in silos.”

In this episode, I interview Mark Rosenthal, COO at HqO, about executing his vision to create a culture of collaboration. 

Why workers need to return to the city
How Mark transitioned from VP to CRO to COO
How an argument helped shape his defining moment as a leader
What Mark does to stay engaged with the customer team
What the three keys to a collaborative culture are at HqO



Check out these resources we mentioned:
Mark Rosenthal on LinkedIn 
HqO 
Waze 



Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.