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Explore every episode of the podcast The Customer Experience Podcast
Dive into the complete episode list for The Customer Experience Podcast. Each episode is cataloged with detailed descriptions, making it easy to find and explore specific topics. Keep track of all episodes from your favorite podcast and never miss a moment of insightful content.
| Title | Pub. Date | Duration | |
|---|---|---|---|
| 271. Leveling Up Customer Interactions via Genuine Care w/ Angela Alea | 31 Oct 2023 | 00:50:28 | |
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:
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| 270. Establishing and Evolving a Chief Experience Officer Role w/ Saira Taneja | 24 Oct 2023 | 00:45:56 | |
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:
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| 261. Showing Your Work in the Age of AI w/ Ethan Beute | 08 Aug 2023 | 00:17:22 | |
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:
Related Episodes
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| 171. Why Better CX Is The Goal, Not Disruption w/ Michelle Lisowski | 29 Nov 2021 | 00:44:43 | |
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. | |||
| 170. 3 Steps to Sales Success: Authority, Generosity, & Platform w/ Josh Elledge | 23 Nov 2021 | 00:50:42 | |
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. | |||
| 169. From Cold Prospect to Healthy Relationship w/ Mike Chambers | 16 Nov 2021 | 00:44:09 | |
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. | |||
| 168. Obviously Shareable: CX That Customers Want to Talk About w/ Dan Gingiss | 09 Nov 2021 | 00:12:39 | |
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. | |||
| 167. Essential Traits of the Next Generation CRO with Brandi Starr, Rolly Keenan, Mike Geller | 02 Nov 2021 | 00:52:58 | |
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. | |||
| 166. A More Personal Way to Launch a Book w/ Ethan Beute | 28 Oct 2021 | 00:11:44 | |
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. | |||
| 165. 3 Steps to Building a Collaborative Culture w/ Mark Rosenthal | 26 Oct 2021 | 00:43:21 | |
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. | |||
| 164. Firing Your Villains & Leading with Vulnerability w/ Heather Monahan | 19 Oct 2021 | 00:39:22 | |
Ignoring an antagonistic relationship at work is one of the worst things you can do — to yourself. Working with someone in a toxic situation can hinder your potential. You need to learn how to fire your villain. In this episode, I interview Heather Monahan, bestselling a uthor, renowned keynote speaker, and CEO at Boss in Heels LLC, about her story of creating confidence and overcoming villains. Join us as we discuss: How Heather came to be fired from a job where she was successful What it’s like to teach sales at Harvard How to fire your villains How to provide value amidst changing markets and customers What it means to set expectations for customer experience Check out these resources we mentioned: Heather Monahan on LinkedIn Heather Monahan on Twitter Overcome Your Villains Giftology and John Ruhlin 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. | |||
| 163. Restoring the Balance: Human-Centered Communication w/Ethan Beute | 12 Oct 2021 | 00:17:55 | |
A “paradigm shift” is a fundamental change in approach or assumptions. Modern communication is in the midst of one — a change from digital pollution to human-centered communication. 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. I co-wrote a book about this communication shift with my longtime friend and colleague Steve Pacinelli, CMO at BombBomb, called Human-Centered Communication. (P.S. It is publishing today! Find it here.) In this episode, I discuss: What the implications of a mass mindset are How Steve and I wrote our book around the insights of 11 experts How to restore the balance of digital and human in communication What human-centered communication means for organizations Why you should read our book 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. | |||
| 162. The Shared Belief Behind Human-Centered Communication w/ Steve Pacinelli | 05 Oct 2021 | 00:48:20 | |
No one individual has all the answers to everything. With a concept as broad yet essential as human-centered communication, it was going to take many experts — 11, to be exact — to begin to equip us with the knowledge we need to recenter our communication around people. In this episode, I have the pleasure of chatting with my longtime friend and two-time coauthor, Steve Pacinelli, CMO at BombBomb, about what he learned from the process of writing our book, Human-Centered Communication. Join us as we discuss: Why customer experience is built on the exploration of a shared belief Where the idea for the book originated What the big idea behind human-centered communication is Who each expert is and what you can expect in each of their chapters What interactive experiences we created around the book Check out these resources we mentioned: I’ll Be Back by Shep Hyken The Experience Maker by Dan Gingiss The Road Less Stupid by Keith Cunningham Visual Collaboration by Loa Baastrup and Ole Qvist-Sorensen 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. | |||
| 260. Building the Cisco CX Org from Scratch w/ Andrew Carothers | 25 Jul 2023 | 00:46:12 | |
It's the customer's perception of their experience with a company that matters. And in particular, the customer's perception of their ability to obtain business value. Customers are quick to switch to other brands, to competitors, that they feel are going to be easier to do business with and get them to business value faster. We talk with Andrew Carothers, Digital Experience Leader at Cisco, a company with tens of thousands of employees and tens of billions in revenue, who shares tips on establishing processes to increase the customer’s perceived experience. Join us as we discuss:
More information about Andrew Carothers and today’s topics:
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| 161. Video Is About Who, Not About What w/ Adam Contos | 28 Sep 2021 | 00:43:46 | |
To get better at something, you can’t do it just twice or even five times. You have to do it repetitively — and that goes for sending videos, too. Our guest made a video a week for 41 weeks during the pandemic, partly to improve himself but mostly to help his employees and customers overcome challenges and fulfill dreams. In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Adam Contos, CEO at RE/MAX, about growth through company change and personal improvement to help people. Join us as we discuss: What the three categories of customers are for Adam Why your org needs a values statement What it was like to rise through the ranks of RE/MAX Where you should be looking in a time of disruption What Adam learned after making 41 weekly videos 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. | |||
| 160. B2B Sales With Human-Centered Communication w/ Ethan Beute | 23 Sep 2021 | 00:17:27 | |
If you’d like to be able to sit down with an expert like Shep Hyken, CAO at Shepherd Presentations, or Dan Tyre, Direct or at Hubspot, to ask them about how to implement human-centered communication techniques in your organization, well, you can. In this episode, you will hear the suggestions that Dan, Shep, and I had for Julie, a sales professional in the continuing education space. 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. Join me to hear sales insights from our experts, and if you’d like to join our next live, interactive roundtable event, preorder the book written by me and Steve Pacinelli. Here are some thoughts from the episode: From Dan: In 2021, we don’t sell, we help From Shep: Connecting with people is warmer with video Human-centered design can drive your sales research Adding desirability to the intersection of viability and feasibility You’re invited to our next interactive roundtable events on Oct. 5 and Oct. 21 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. | |||
| 159. Sending Videos for Greater Sales Visibility w/ Viveka von Rosen | 21 Sep 2021 | 00:42:31 | |
What you see on video is pretty much what you get. Video gives you a sense of who the person is. At present and in the future, salespeople need to become comfortable with video through the techniques of “created charisma”. In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Viveka von Rosen, Co-Founder and Chief Visibility Officer (CVO) at Vengreso, about using video to create visibility in sales. Join us as we discuss: What the relationship between video and visibility is Who video is and is not good for Why video gets straight to the heart of authenticity When to shift the script to create connection What the role of LinkedIn is for salespeople 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. | |||
| 158. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooi | 14 Sep 2021 | 00:43:37 | |
Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it’s customer success that makes the money now, because they create the experiences for customers around moments that matter. Which moments matter most? In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Jacco van der Kooij, Founder of Winning by Design, about building a customer impact journey around moments that matter. Join us as we discuss: Why sales knowledge comes with great responsibility How recurring revenue models shift customer experience to customer success What the Bow Tie Funnel is and how it affects customer impact What the customer impact journey and counter impacts are How priority has replaced other buying determinants 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. | |||
| 157. Why Repeat Customers May Not Be Loyal Customers w/ Shep Hyken | 04 Sep 2021 | 00:41:59 | |
Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand. Ask yourself this: What am I doing right now with this customer to make sure that they’ll come back to me and not my competitor next time? In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Shep Hyken, Chief Amazement Officer and Customer Service Speaker at Shepard Presentations, LLC, about the drivers behind customer loyalty — as well as some loyalty killers. Join us as we discuss: Why customer service is a philosophy of mind How to differentiate between repeat business and loyalty What the common loyalty killers are How to hire to avoid apathy Ways to leverage presentation skills to define success 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. | |||
| 156. An Actor’s Guide to Authentic Videos w/ Julie Hansen | 31 Aug 2021 | 00:39:45 | |
If you’ve been on a video call lately (and hasn’t everyone?), you’ve probably noticed how disengaged, distracted, or disconnected everyone is. This is partly because we’re all operating under the mistaken belief that virtual and in-person are one and the same, except that one just has a camera. Not so. In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Julie Hansen, Founder and Sales Presentation Expert at Performance Sales and Training, about video skills for virtual communication excellence. Julie talked with us about: How much influence sales has over customer experience Why video skills are like acting skills How to speak to a virtual group as if they’re an individual What best video practices are How to improve your video presence over time 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. | |||
| 155. How Artificial Intelligence is Driving the Feeling Economy w/ Dr. Roland Rust | 26 Aug 2021 | 00:39:59 | |
In the feeling economy, interpersonal relationships drive the success of organizations. Feelings have always been important, of course, but today they are even more important than they’ve ever been before. In this episode, I interview Dr. Roland Rust, Distinguished University Professor at Robert H. Smith School of Business, University of Maryland and coauthor of The Feeling Economy, about the three econ omies and why the feeling economy is the most human. Roland and I talked about: - What the role of emotions is in business today - How the three economies are evolving towards feeling - What our relationship to AI is and what it could become - What causes prevalence of feeling industries today, especially sales - Why rationalization is one of the greatest benefits of the feeling economy 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. | |||
| 154. The Art & Science of Selling to Prosumers w/ Mario M. Martinez, Jr | 24 Aug 2021 | 00:49:33 | |
Consumers have turned into prosumers — that is, professional consumers. Before we buy, we read reviews, ask for advice, and do other forms of research about a product or service. What does this mean for sellers? In practical terms, before you send a message, you’d better know what pages they were on to construe what they are searching for. In the sixth episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Mario M. Martinez, Jr., CEO and Modern Sales Evangelist at Vengreso, about the art and science of selling to the prosumer. Mario talked with us about: - How people collectively make up the brand - What a prosumer is and how we buy - Where the line between art and science lies in sales - How to communicate that you are interested in others - What chapters interest Mario in Human-Centered Communication 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. | |||
| 153. Emotional Intelligence & Human-Centered Connection w/ Dan Hill | 17 Aug 2021 | 00:43:28 | |
Here are three quick ways to better assess what people are saying with their faces and emotions (aka facial coding). Pay attention to engagement, the camouflage smile, and the two-sided impact of fear. The face is the only place in the body where the muscles attach right to the skin. Most of us aren’t aware of what we’re giving away. In the fifth episode of our Human-Centered Connection expert series, Steve Pac inelli and I interview Dan Hill, PhD, President a t Sensory Logic, about emoti onal intelligence and facial coding. Dan spoke with us about: - How to imbue a mission into work for employee retention - Why contempt and sadness can be dangerous emotions - What to do to raise our emotional literacy - How Steve Jobs illustrates the positive and negative sides of anger - Why emotions stand apart from the rational parts of the brain Check out these resources we mentioned during the podcast: - Dan Hill, PhD (LinkedIn) - Sensory Logic - Grand Performance - Episode 75: Emotional Intelligence and The Power of Faces 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. | |||
| 152. Creating an Environment of Continuous Coaching w/ Morgan J. Ingram | 10 Aug 2021 | 00:48:05 | |
Taking a teaching focus means truly listening to and identifying with the customer, and it’s built on a continuous coaching environment. To learn and to teach takes agility, vulnerability, and relatability. Find out how a 3x LinkedIn Top Sales Voice cultivated those traits in himself. In the fourth episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Morgan J. Ingram, Director of Sales Execution and Evolution at JB Sales Training, about personal communication strategies. Morgan chatted with us about: - Why no single role “controls” the customer experience - What he learned from being open on LinkedIn - How to become one of the 2-5% of people who take action on what they hear - Why becoming relatable and vulnerable was one of his best career moves Check out these resources we mentioned during the podcast: - MorganJIngram.com - 1UP Formula - The Ride of a Lifetime by Robert Iger - Ralph Barsi on LinkedIn - Stance Socks 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. | |||
| 259. Best Practices for Win-Loss Analysis w/ Scott Varner | 18 Jul 2023 | 00:42:06 | |
Why are you winning? Why are you losing? What’s happening to your customer? How do they feel about it? These are simple, yet important questions that can be answered by one tried and true system. We talk with Scott Varner, Enterprise Team Lead at Clozd, which provides world-class services and technology for win-loss analysis. Today we go beyond the basics and dive deep into the specific deliverables that lead to the clarity every organization can benefit from. Join us as we discuss:
More information about Scott Varner and today’s topics:
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| 151. Creating Holistic and Immersive Experiences w/ Mathew Sweezey | 03 Aug 2021 | 00:42:38 | |
Moving forward, nearly every experience is going to be hybrid: both physical and virtual. We’ll need to provide a hybrid experience for our employees as well as our customers. In the third episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Mathew Sweezey, Director of Market Strategy at Salesforce, about internal marketing, the immersive experience, and employee experience. Mathew talked with us about: - What’s missing from the equation of experience - How to craft hybrid experiences - Why internal marketing should be your next big focus - How to focus on creating immersive employee experiences - What managers can do to create a great experience Here are some links to resources we mentioned: - Mathew Sweezey on LinkedIn - MathewSweezey.com - Salesforce.com - Salesforce Futures Lab - Patagonia 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 Customer Experience Podcast in your favorite podcast player. | |||
| 150. Why Your Virtual Relationships Degrade Over Time w/ Dr. Nick Morgan | 29 Jul 2021 | 00:50:45 | |
When we communicate virtually, we are using flattened, muted versions of ourselves. Little surprise, then, that virtual relationships degrade over time. How do we overcome the impoverishment of the virtual world? In this episode, I interview Dr. Nick Morgan, a communications coach and theorist, four-time author, and President at Public Words, about how virtual communication differs from in-person communication — and how that affects our relationships. Nick also talked with me about: - What the underlying psychology says about virtual communication - How to communicate emotional clarity in video - What it means that every mistake is permanent virtually - Why we should augment, rather than dampen, our emotions on screen - How to maintain a virtual relationship Check out these resources we mentioned during the podcast: - Dr Nick Morgan on LinkedIn - Dr Nick Morgan on Twitter - Books by Nick Morgan - Public Words - HubSpot 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. | |||
| 149. A Blissful Approach to Training Customers and Employees w/ Lauren Bailey | 27 Jul 2021 | 00:44:51 | |
Whether we are training employees, customers, or trainers, video is a powerful form of human-centered communication. When someone who teaches trainers explains the advantage of video, you sit up and take note. In the second episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Lauren Bailey, Founder and President at Factor 8 and Founder at #GirlsClub. She walks us through the BLISS acronym as well as the broken rung, the confidence gap, and the forgetting curve. Lauren also discussed with us: - Why there are still relatively few women in sales leadership - How to apply Bloom’s taxonomy in training - What BLISS has to do with video communication - How to solve some problems with today’s BDR role Here are some links to resources we mentioned: - Lauren Bailey on LinkedIn - Factor8.com - WeAreGirlsClub.com - USAA.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 Customer Experience Podcast in your favorite podcast player. | |||
| 148. Video Messaging and the Next Normal w/ Dan Tyre | 20 Jul 2021 | 00:43:55 | |
Video is a perfect example of taking automation and inserting more humanity into it. It’s a relationship-building form of communication that centers around what’s human about technology. In this first episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Dan Tyre, Director at HubSpot. He explains that everyone in the company is involved in customer experience and must practice ways to reduce friction and build connection. In addition to his contribution to our book, we chatted with Dan about: - What he contributed to our chapter called “The Year of Video” - How HubSpot’s flywheel uses best customers to gain more customers - Why Dan is so impressed with the expertise of Phil, his “dirt guy” - What the video details at the Lions Program (aka Hubspot Academy) are 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 Customer Experience Podcast in your favorite podcast player. | |||
| 147. The 7 Pillars of Customer Success w/ Wayne McCulloch | 13 Jul 2021 | 00:51:03 | |
The role of customer success is to build value on the promise of what the customer became a customer in the first place. Being so deeply invested in the customer’s journey, CS must become more than trusted. It must become strategic. Joining me on this episode is Wayne McCulloch, Global Head of Customer Success at Google Cloud (Saas) and author of The Seven Pillars of Customer Success, to talk about the relationship between CS and CX: Wayne and I also discussed: - How there were 5-12 pillars in the beginning of the book - What the 7 pillars are, including strategic advisor - Why CS is similar to both parents and police - How a 1940s movie perfectly illustrates CS - Why you should use a 3rd party for customer exit interviews Check out these resources we mentioned during the podcast: - Wayne McCulloch on LinkedIn - Customer Success Pillars - Tom Hogan on LinkedIn - Maria Martinez on LinkedIn - CLEAR 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 Customer Experience in your favorite podcast player. | |||
| 146. Getting Clear on Who You Are and How You Serve w/ Anthony Coundouris | 06 Jul 2021 | 00:46:38 | |
When you present who you are — your core beliefs — to the customer, do you get head nods, indifference, or hostility? All 3 are great responses, actually. If they’re nodding, they probably share your beliefs. That’s a key tenet of quadrant 3: who we are. In this episode, I interview return guest Anthony Coundouris, Founder at run_frictionless and author of run_frictionless, about how Q3 (who we are) and Q4 (how we serve) fit in the overall 4-part frictionless framework. Anthony and I also talked about: - Why sharing beliefs should be the beginning of every PowerPoint - How to evaluate the 3 types of response to who you are - What happens to revenue when you fit the quadrants together - What vanity values are - How to start conversations with less friction Check out these resources we mentioned during the podcast: - Anthony Coundouris on LinkedIn - Company: run_frictionless - Book: run_frictionless - Xero Accounting Software 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 Customer Experience in your favorite podcast player. | |||
| 145. Establishing Core Principles for Yourself and Your Team w/ John Belizaire | 29 Jun 2021 | 00:51:02 | |
The key to building a great business and getting a team focused is, first, having a set of consistent core values over time. Once you’ve established core principles around serving your customer, the next step is to continue to optimize around improving that customer experience over time. In this episode, I interview John Belizaire, CEO at Soluna and Founder and Managing Editor at CEOPLAYBOOK, about building long-term relationships, the wow of customer experience, and his personal mission statement to influence a thousand young entrepreneurs. John and I also talked about: - Building a personal mission statement around what you want to be proud about - Why CEOs should be deeply involved in creating customer experience - Soluna’s commitment to support green power with global energy - The relationship between entrepreneurship and storytelling Check out these resources we mentioned during the podcast: - John on LinkedIn - Soluna.io - CEOplaybook.co - Luxor Mining - Interlude NYC 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. | |||
| 144. An Actor's Guide to Truthful and Honest Videos w/ Tricia Jane Wiles | 24 Jun 2021 | 00:49:50 | |
Those of us who feel we’re not very good on camera would rather have someone else present for us. But we’re losing the opportunity to share our passion and expertise with others who could benefit. In this episode, I interview Tricia Jane Wiles, Marketing Communications / Host of Accelerating Revenue Series at True Influence and former actor at Disney. She shares confidence-building tricks to overcome imposter syndrome and improve video presence. Tricia also talked with me about: - What she learned about CX from working at Disney - Helping others overcome imposter syndrome to appear on video - The pep talk she gives herself in the mirror to build confidence - How to improve video presence with voice and posture Check out these resources we mentioned during the podcast: - 5 Requirements of Your Video Toolkit with Tricia Jane Wiles and Bob Perkins (AA-ISP) - Accelerating Revenue Series - David Lewis (LinkedIn) - Christian Wiles (LinkedIn) - Costco 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. | |||
| 143. Hiring and Onboarding Virtual Professionals w/ Daniel Ramsey | 22 Jun 2021 | 00:36:22 | |
Virtual professionals not only grant you the time you’ve been craving, but they also improve your customer experience with processes and systems that work. In this episode, I interview Daniel Ramsey, CEO and Co-Founder at MyOutDesk, about how virtual professionals affect customer experience. Daniel and I discussed: - How VAs earned a shout-out in Tim Ferris’s 4-Hour Workweek - Setting expectations: the honeymoon metaphor - Why the Philippines provides such exceptional virtual professionals - When customers know they need VAs but can’t articulate it - Strategic gates and failsafes Check out these resources we mentioned during the podcast: - Daniel Ramsey on LinkedIn - MyOutDesk - Airbnb - Uber 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. | |||
| 142. Don't Just Personalize, Get Personal w/ Kristina Jaramillo | 15 Jun 2021 | 00:48:18 | |
When marketing speaks to one-to-many, we’re addressing industries. When we speak to one-to-few, we’re addressing personas. But personal relevance in one-to-one messaging means that we speak to how unconsidered gaps will affect that individual specifically. In this episode, I interview Kristina Jaramillo, Founding Partner at Personal ABM, about the difference between personalized and personal ABM — and why the key is CX. Kristina talked with me about: - What putting the customer first really means - How you should be using LinkedIn - Personalized vs. personal ABM - Who to target and how to target them - The relationship between ABM and CX 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. | |||
| 258. Honesty, Humanity, and Storytelling in B2B Marketing w/ Anthony Butler | 11 Jul 2023 | 00:44:44 | |
Your mom told you honesty is the best policy, and guess what — she was right. A long-term strategy of honesty is not only good business and good marketing… It's good for the soul. Today we talk with Anthony Butler, CEO, Chief Storyteller & Author of Primal Storytelling at Can-Do Ideas, who shares his passion for connecting with his audience through the concept of primal storytelling, where social psychology, human emotion and storytelling come together. In all reality, technology and communication channels are evolving rapidly, but humans remain the same with our vestiges of emotions, urges and instincts that drive our behavior. Join us as we discuss:
More information about Anthony Butler and today’s topics:
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| 141. Understanding the Intersection of CX, UX, and UI w/ Joey Kilrain | 08 Jun 2021 | 00:49:32 | |
Not all elevators are created equal. Some have the emergency button placed too high for a child or a person using a wheelchair to reach. The design is not centered on what a human needs. Same applies to visual design. In this episode, I interview Joey Kilrain, Founder/CCO Experience Design at DED, about the intersection between the importance of visual design on CX, UX, and UI. Joey and I talked about: - The complicated Venn diagram of CX, UX, and UI - How Human-Centered Design serves customers - Tips for having a constructive conversation about design - Brand guidelines vs. design systems - What Joey has learned from teaching design 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. | |||
| 140. Creating Sales and Customer Success Alignment w/ Ethan Beute | 03 Jun 2021 | 00:11:49 | |
Two of the least aligned teams are often sales and customer success. I’ve learned so much from my podcast guests about why that’s problematic and what to do about it. 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. Join me to hear some strategies for promoting alignment between CS and sales. Here are some thoughts from the episode: - How marketing affects CS - Making sales to customer success handoffs better - What CS can teach sales and what sales can teach CS - Aligning pre-sale and post-sale for customer retention - The success leader is the conduit between the company and customer 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. | |||
| 139. Building Customer-Centric Innovation Into Your Company Culture w/ Dennis Geelen | 01 Jun 2021 | 00:43:34 | |
If you can combine customer-centricity and innovation as a cultural mindset pervasive throughout your company, then you’ve really got a recipe for long-term success. In this episode, I interview Dennis Geelen, Founder at Zero In and author of The Zero In Formula, about building customer-centric innovation into the company's cultural mindset. Dennis and I also talked about: - The 3 main components of customer experience - Why indifference, not hate, is the opposite of love - All things CCI and how it affects culture - Calculating the lifetime value of your customers - Reducing hunger and raising community love 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. | |||
| 138. Human Factors & Design Thinking w/ Anand Tharanathan | 25 May 2021 | 00:05:10 | |
Human factors is a field of science that explores capabilities and limitations of humans as they interact with a product, technology, or service. The goal of human factors is to capitalize on the capabilities and to circumvent the limitations to create an optimal human-machine interaction. In this episode, I interview Anand Tharanathan, Chief Product Officer at MetaCX, about incorporating human factors into every aspect of design. Anand talked with me about: - Tips for building a superior design team - User centered design: what it is and why it matters - Starting with empathy - How to synthesize insights into viable tests - Becoming a first-time Chief Product Officer 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. | |||
| 137. Enhancing EX and CX Through Brand Storytelling w/ Gabrielle Dolan | 18 May 2021 | 00:41:27 | |
If your brand is the stories people share about you, the concept of brand storytelling is how you take control of those stories by bringing humanity into the way you lead and communicate. In this episode, I interview Gabrielle Dolan, Speaker and Author at Gabrielle Dolan Consulting and Founder of Jargon Free Fridays, about the trends driving brand storytelling and how to influence stories told about you. Gabrielle spoke with me about: - The power of telling magnetic stories - 5 types of stories that every business needs - Being intentional, authentic, and strategic about sharing who you are - The origin story for Jargon Free Fridays Check out these resources we mentioned during the podcast: - GabrielleDolan.com - Gabrielle on LinkedIn - Gabrielle on Twitter - Books by Gabrielle - Elise Turner on LinkedIn - Habbot Shoes (Flats) - Ferguson Plarre Bakehouses - Mekong Capital - Columbia Restaurant 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. | |||
| 136. So, You've Just Been Named VP of CX... Now What? w/ Logan Lyles | 11 May 2021 | 00:41:42 | |
Everyone’s looking to you as the new dedicated CX leader to structure the customer experience. What are your two functions? What three practices will help you achieve them? In this episode, I interview Logan Lyles, VP of Customer Experience at Sweet Fish Media, about being the pioneer of the CX role at his company. Logan & I talked about: - How our mutual friend James Carbary introduced us in Colorado Springs - The two halves of Logan’s CX team: customer success and content production - What the first 90 days as VP of CX looked like - Why incorporate video into your internal and external messaging Check out these resources we mentioned during the podcast: - B2B Growth - SweetFishMedia.com - Riverside.fm - Sounder.fm - Megan Bowen on LinkedIn - James Carbary on LinkedIn - Never Lose a Customer Again by Joey Coleman 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. | |||
| 135. Creating Conversational Relationships With Thousands of Customers w/ Ali Biggs | 04 May 2021 | 00:33:07 | |
The best conversation that you can have with a customer is one in which they don’t walk away without answers. That might sound obvious, but the path to arriving there requires you to know exactly how to balance bot and human — and how to transition seamlessly between them. In this episode, I interview Ali Biggs, Senior Director of Product Marketing at Intercom, about marketing for a conversational relationship platform (CRP). Ali also talked with me about: - The relationship between EX and CX - The conviction that relationships with customers are paramount - Utilizing bots to converse at volume - Where to position product marketing for greatest effect Check out these resources we mentioned during the podcast: - Lauren Vaccarello - Nybll 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. | |||
| 134. Research: To Improve CX, Invest in EX w/ Ethan Beute | 29 Apr 2021 | 00:07:39 | |
If you want to drive revenue growth, you need to have great CX. If you want to drive great CX, you need to have great EX. In other words, the employee experience is a precursor to the customer experience. 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. I’m here today to share some of the connections I made about EX while interviewing Mathew Sweezey for the next book I’m cowriting with my longtime friend Steve Pacinelli. I love to share the things I’m learning: - Discussion of The Experience Equation - Discussion of the Service Profit Chain article from HBR - Discussion of the Heskett, Sasser, Schlesinger Service Profit Chain book - Bottom line: How internal service quality drives everything in your company 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. | |||
| 133. The 4 A’s of Customer Experience w/ Leah Chaney | 27 Apr 2021 | 00:46:45 | |
Not only should everyone want to have customer experience as an integral part of their org’s DNA, but they should also be accountable for the fact that they are a part of the customer’s experience. In this episode, I interview Leah Chaney, Founder and Chief Experience Officer at BetterGrowth, about her brilliant 4 A’s of Accountability bucketing system. Leah talked with me about - How customer experience is like a theme park - The 4 As and how to scale them - How to weave retention into all of your goals - Cultural impediments to the CX conversation Check out these resources we mentioned during the podcast: - Buc-ee’s - BreakoutCS - Revenue Collective 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 Customer Experience Podcast in your favorite podcast player. | |||
| 132. Bringing Empathy Back to Cold Emails w/ Jason Bay | 20 Apr 2021 | 00:35:29 | |
The last cold email you received probably made you feel disengaged at best. It’s also the reason why the average cold email response rate is 1%. In this episode, I interview Jason Bay, Chief Prospecting Officer at Blissful Prospecting, about bringing empathy back to the sales process. We also talked about: - The 2 sales enablement fails and what should replace them - The REPLY method for cold emailing - The next wave of video and his video strategy - Long form content vs. bite-sized content Check out these resources we mentioned during the podcast: - BlissfulProspecting.com/Ethan - Jason Bay on LinkedIn - Proposify - Apple 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. | |||
| 257. Creating Customer Continuity in B2B SaaS w/ Adam Ferris | 27 Jun 2023 | 00:54:07 | |
Most of human suffering is related to an unwillingness to have difficult conversations. Today we discuss how communication, authenticity and a “Team Sport'' culture lead to fulfillment and increased revenue. We speak with Friendbuy’s VP of Revenue, Adam Ferris, about his approach to holding the customer accountable and giving them what they want while diving deep and showing care through continuity. Join us as we break down:
More information about Adam Ferris and today’s topics:
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| 131. Returning the Human Voice to Marketing w/ Mark Schaefer | 13 Apr 2021 | 00:42:04 | |
Are we using technology to create barriers between us and our customers? Or are we doubling down on things we know that our customers respond to, like a human voice that’s friendly, accessible, and even vulnerable? In this episode, I interview Mark Schaefer, COO at B Squared Media and author of Marketing Rebellion, about returning the human voice to the center of marketing. Mark also talks with me about: - Cumulative advantage vs. competitive advantage - Two thirds of your marketing is done by your customers - A fracture is a business opportunity - The role of momentum in change Check out these resources we mentioned during the podcast: - {grow} blog - BusinessesGrow.com - The Cumulative Advantage - Marketing Rebellion - Mark on LinkedIn - Mark on Twitter - Keith Reynold Jennings - The North Face - Glossier 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. | |||
| 130. The Mindset of Improv in Sales w/ John Sweeney | 06 Apr 2021 | 00:45:02 | |
The sales funnel is actually a pyramid that looks like this: top-level is sales tools, middle level is sales skills, bottom level is the humanity of the sales professional. By restoring a connection to the authenticity, emotion, and mindset of the sellers themselves, the art of sales can begin to return to the foundation of customer experience: making people’s lives better. In this episode, I interview John Sweeney, the Owner and Speaker at the Brave New Workshop Theater, about blending principles of comedy, improv, theater, and art to train sellers in using emotion to sell in person and via video. John & I also discussed: - What the art of theater has to do with sales - Understanding the real sales pyramid and the mindset of the authentic self - How to become comfortable with being uncomfortable - Strategies for putting the human at the center of customer experience Check out this resource we mentioned during the podcast: - The Innovation Mindset 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. | |||
| 129. Create Forever Customers With A Forever Promise w/ Robbie Kellman Baxter | 30 Mar 2021 | 00:45:31 | |
The forever customer is someone who trusts you to solve their problem. They’ve taken off their consumer hat and put on their member hat. They aren’t looking for alternatives anymore. In this episode, I interview Robbie Kellman Baxter, Strategy Consultant at Peninsula Strategies, about how to achieve forever customers with customer-centricity. Robbie also talked with me about: - Why short-term revenue matters so much less than long-term relationships - Her journey toward the forever transaction — and what that looks like for businesses - You want to balance acquisition and retention - The importance of knowing what your best customers have in common Check out these resources we mentioned during the podcast: - Robbie’s books are The Membership Economy and The Forever Transaction - Robbie’s podcast is Subscription Stories 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. | |||
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