Back
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:
| |||
| 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:
| |||
| 269. Creating Unique, Authentic, and Local Experiences w/ Rina Johnson | 17 Oct 2023 | 00:47:14 | |
As a leader, it starts with you. It starts with how you show up, in knowing what you want to be and how you want to be perceived. It's setting a tone for your team. How do you ultimately desire to show up, professionally and personally? Our latest guest, Rina Johnson, is the VP of Marketing of Patelco Credit Union, a financial cooperative with a mission-driven purpose. Rina brings her wealth of experience, having spent years as a marketing leader with renowned brands like 24 Hour Fitness and Visa. Together we explore the transformative power of marketing. Rina shares her professional journey, offering valuable insights into authenticity's impact on customer behavior and brand differentiation. Discover the delicate balance between maintaining brand integrity and fulfilling business goals, as well as the power of feedback, and leadership lessons that lead to positive change within organizations. We also explore the unique world of credit unions, and how community and connection are the key pillars. Join as we discuss:
| |||
| 268. Experiencing You: Creating a Lasting Impression w/ Melissa Wright | 10 Oct 2023 | 00:49:35 | |
How do people experience you? Yes, generosity might mean giving up a resource or money, but when we speak of radical generosity, it's flipping the script into being a true giver, and making people and things better than when you found them. Our latest guest, Melissa Wright, Chief Sales & Marketing Officer at American Pacific Mortgage, explains the transformative power of putting people first in business. Join us as we dive deep into the world of customer service, personal branding, and the art of creating lasting connections, all leaving a positive mark on both your business and the lives you touch. Join as we discuss:
| |||
| 267. Self-Service vs Human Touch: Balancing Customer Sentiment w/ Michelle Randall | 03 Oct 2023 | 00:29:49 | |
This call may be recorded for quality assurance purposes. We’ve all heard it, but what does it really mean? A happy, engaged and empowered agent leads to a happy, engaged and empowered customer. In this episode, we meet with four-time Chief Marketing Officer in B2B and B2B2C SaaS, Michelle Randall. She currently serves as CMO at Playvox, a company that provides solutions that help empower folks to deliver better customer experiences via quality management and sentiment analysis. Michelle has displayed committed, long standing behavior to invest in other people, leading to a more positive customer experience. Join us as we discuss:
More information about Michelle Randall and today’s topics:
| |||
| 266. Driving Innovation Through Equity, Equality, and Justice w/ Anna Dewar Gully | 19 Sep 2023 | 00:47:23 | |
70% of people in the world deeply care about inequality and would like to see a more equal, fair and just world, but simply don't know how to get there. Our latest guest, Anna Dewar Gully, Co-Founder and Co-Chief Executive Officer at Tidal Equality, is fierce in the pursuit of passion, and admittedly obsessed with innovation. Together we explore the profound connection between justice, equality, customer experience, and employee experience. Anna shares a powerful and relatable example of how this theme surfaces in day-to-day experiences, and how inequality ultimately serves as a barrier to positive outcomes and impacts customer interactions. Join us as we discuss:
More information about Anna Dewar Gully and today’s topics:
| |||
| 265. Human Connection and Emotional Impact in EX and CX w/ Joey Coleman | 12 Sep 2023 | 00:54:44 | |
The first 100 days are a make or break window that's critical to customer experience, and ultimately to customer lifetime value. We're living in an era where humans are dying for connection. They're dying for proof that they're relevant. They're dying for proof that they are making a contribution and having an impact. Our latest guest Joey Coleman is a Wall Street Journal best selling author of two books: Never Lose an Employee Again and Never Lose a Customer Again. In this episode, we dissect this simple fact: how we make people feel can transcend our product or our service offerings. Join us as we discuss:
More information about Joey Coleman and today’s topics:
| |||
| 264. Personalizing the Path to Homeownership w/ Brian Vieaux | 29 Aug 2023 | 00:50:48 | |
How do we become trusted advisors to people who aren’t quite ready to buy, borrow, or transact? Professionals in these spaces are often looking to remove the human with apps, tools and bots, but is that the pathway to a positive and productive CX? In this episode we dive into the world of data sharing, consumer control, and the future of the mortgage industry. We’re joined by Brian Vieaux, President and COO at FinLocker, a company that challenges and enables banks, credit unions, and mortgage lenders to re-imagine customer relationships and to provide personalized financial solutions and experiences. Their solution: a mortgage readiness set of tools. Join us as we discuss:
More information about Brian Vieaux and today’s topics:
| |||
| 263. Creating Human Connection within a Global Ecosystem w/ Naomi Wheeless | 22 Aug 2023 | 00:50:46 | |
The chance to have an interaction with an actual human being leads to a positive emotional resonance, which leads to more referrals and online reviews. That human connection is invaluable in strengthening how people perceive the entire brand. In this episode, we meet with Square’s Global Head of Customer Success, Naomi Wheeless, a remarkable leader who has successfully built and led a diverse team of over 1,000 employees across 10 countries for the past 6 years. We dive deep into how Square achieved a staggering 300% increase in sales by removing intentional friction and delivering a top-notch experience in a complex ecosystem. We explore the power of human connection and its impact on customer loyalty, while gaining insights into managing a massive workforce. Join us as we discuss:
More information about Naomi Wheeless and today’s topics:
| |||
| 262. Building a More Trusting and Human Internet w/ Aaron Painter | 15 Aug 2023 | 00:47:43 | |
Fact: 99% of deepfake audios can be used to break into someone's account that’s voice-based. As the digital environment gets noisier and more polluted, trust becomes even harder to build. Identity and verification go a long way to increasing safety, security, confidence and trust. Aaron Painter is the CEO of Nametag, the world's first identity verification platform designed to protect accounts from impersonators and AI generated deepfakes. In this episode, he dissects the standard protocol of security questions and the impact it has on both the employee experience AND the customer experience. Aaron knew there had to be a better way to prove who's behind the screen. Thus, Nametag was born. Join us as we discuss:
More information about Andrew Carothers and today’s topics:
| |||
| 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
| |||
| 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:
| |||
| 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:
| |||
| 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:
| |||
| 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:
| |||
| 256. Putting Your Name on the Work w/ Dermot Buffini | 20 Jun 2023 | 00:57:09 | |
Can this technology support a principle that I believe in? This is a critical question — but one that’s not asked often enough in our race to evaluate, acquire, and implement new tools into our businesses. We talk with Dermot Buffini, CEO of Buffini & Co. who shares the importance of excellence. When you’re making a business decision, are you putting your name to the work you do? Odds are, if you’re not, you have much room for improvement regarding customer experience. Join us as we discuss:
More information about Dermot Buffini and today’s topics:
| |||
| 255. The Power of Human Connection in B2B Sales w/ Jessica Herrala | 13 Jun 2023 | 00:48:54 | |
No matter what spectacular tech is introduced to the world, the human race will always be connected by relationships—and without the human connection between salespeople and buyers, deals won’t get closed. Salespeople are not commodities—they are real, living, breathing manifestations of company success. This is what today’s guest, Jessica Herrala, Head of Sales Buildots North America says. While most enter Cheif Revenue Officer roles by way of sales, Jessica previously served for many years in VP and C-level marketing and communications roles, giving her a unique perspective. Tune in as we discuss:
More information about Jessica Herrala and today’s topics:
| |||
| 254. Embracing a Psychology-Based Sales Approach w/ Jeff Shore | 06 Jun 2023 | 00:52:13 | |
You can’t multiply your way out of complexity — first, you have to simplify. In today’s increasingly oversaturated market of substandard marketing and customer service, it’s getting more and more difficult to come out on top. Where most people try to win with complexity, our guest today focuses on the foundation: customer experience. https://www.linkedin.com/in/jeffshore/ Jeff Shore is a sales expert, author, speaker and executive coach and the Founder and President of Shore Consulting. With a focus on psychology-based selling, Jeff is restoring the foundations of what makes modern marketing and selling successful. Listen as we discuss:
More information about Jeff Shore and today’s topics:
| |||
| 253. The North Star of Legendary Customer Experience w/ Danielle Lipari-Mareth | 30 May 2023 | 00:46:37 | |
A home is one of the most significant, important purchases people make. But that doesn’t mean the process is easy. And unfortunately, it’s not always the most enjoyable. Building and buying a new home can be an extremely stressful experience. But it doesn’t have to be! Today we speak with Danielle Lipari-Mareth, Vice President of Sales and Marketing at Lennar in Austin, Texas. Lennar’s mission is to pair the right home to every buyer and provide a top-of-the-line experience throughout the entire process. Danielle’s expertise and insight transcend real estate and translate across industries. Listen in to learn:
More information about Danielle Lipari-Mareth and today’s topics:
| |||
| 252. Selling on Video: Beyond the Excuses w/ Chris Bogue | 23 May 2023 | 00:54:34 | |
First the radio star, now video has killed the bland sales pitch. In today’s world of sales, people are much less inclined to answer calls from unknown numbers and are highly unlikely to open their door to a stranger. Good news: cold-calling and door-to-door sales can be replaced with video. Chris Bogue, Owner of Chris Bogue Communications, joins the podcast to express the efficacy of adding video to your sales toolbox. Tune in as we discuss:
More information about Chris Bogue and today’s topics:
| |||
| 251. Investing in Brand, Affinity, and Owned Media w/ Anthony Kennada | 09 May 2023 | 00:48:58 | |
In scaled-up business, we must always find ways to create and maintain a relational experience. In a more intimate, relational business, we’re looking for ways to scale our reach and impact. Traditional outbound prospecting tends to create noise and pollution. And today, even inbound marketing’s seeing diminishing returns. Fortunately, there is a middle ground or a middle way. It is possible to build a relational, not transactional, experience to connect with, educate and engage people - and to do it in a way Hear our conversation with Anthony Kennada, Co-Founder and CEO of AudiencePlus:
More information about Anthony Kennada and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 250. The Process to Drive Revenue with Video Messaging w/ Ethan Beute | 02 May 2023 | 00:25:45 | |
Humanize your customer experience and drive revenue with The BombBomb Method. As our lives and work get more digital, we’re experiencing more disconnection from our teams, partners, prospects, and customers. Close that gap and drive real revenue by adding video messages to your outreach. But don’t do it ad hoc, at random, or one off. Learn to map the use of video to more, faster, and easier yeses from the people who matter most to your success - from someone who’s helped all kinds of professionals and companies. More information about Ethan and today’s topics:
| |||
| 249. Generating Leads (and $25M) from Customer Success w/ Trina Dunham | 25 Apr 2023 | 00:46:11 | |
Generating two million dollars in net new revenue - in the first year of a new lead gen program. In year two? 10 million.In year three? 25 million! Is it a new sales and marketing initiative? Nope. This came from the customer success organization. Today’s guest … will share that story - as well as other insights for CS teams and revenue leaders. In this episode, Ethan sits down with Trina Dunham, Senior Leader of Customer Success - North America for Red Hat. They discuss:
More information about Trina and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 248. Shifting a Culture to Customer-Centricity w/ George Essama | 18 Apr 2023 | 00:38:51 | |
Imagine trying to create meaningful change in a complex environment AND against a prevailing culture. More specifically, try convincing an entire company to become more customer-centric by starting within your own team. Today you’ll get that story and it’s an award-winning effort. In this episode, Ethan speaks with Georges Essama, Head of Customer Relations for Cameroon Telecommunications or CAMTEL. He is also a highly-engaged and celebrated member of the Customer Experience Professionals Association or CXPA Tune in as Georges and Ethan talk about:
More information about Georges and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 247. Building Trust in High-Stakes Environments w/ Scott Mann | 11 Apr 2023 | 00:53:26 | |
If you want people to follow you, buy from you and believe in you, especially in competitive high stakes environments you need to lead from the rooftop. In this episode, we're thrilled to welcome retired US Army Green Beret and Lieutenant Colonel, Scott Mann. Scott is a leadership coach, keynote speaker, author, and founder of several organizations, including the 501 C three nonprofit, the hero's journey, which helps veterans transition to civilian life, and Task Force Pineapple, which helped move over 1,000 Afghan allies from harm's way. He's also the founder of Rooftop Leadership, where he shares the rapport-building skills he learned in Special Forces to help today's leaders make better human connections in high-stakes, low-trust engagements. Tune in as he speaks to Ethan about -
More information about Scott and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 246. The Power of Personalization in B2B Sales w/ Samantha Stone | 04 Apr 2023 | 00:55:31 | |
Have you ever noticed that many B2B websites are good at educating but bad at transacting? Do you recognize that even buyers of complex solutions across longer sales cycles still expect a B2C-type customer experience? Today's guest, Samantha Stone, the author of Unleash Possible: A Marketing Playbook That Drives Sales, has built her career at the intersection of sales and marketing. In this episode she speaks to Ethan about:
More information about Samantha and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 245. Winning Through Relationships in the Digital Era w/ Rivers Pearce | 30 Mar 2023 | 00:49:36 | |
Businesses that have historically been built face to face. Personally. Even working by referral only. That’s what we’re exploring today with our guest - a sales and marketing leader who’s done e-commerce and digital marketing work for Fortune 500 level brands and who’s developed a deep expertise in the real estate and prop-tech industries.Ethan speaks with Rivers Pearce, Chief Marketing Officer at Milestones. Rivers has deep expertise in the real estate and prop-tech industries and shares his insights on the past, present, and future of customer experience and technology in relationship-based businesses.Tune in as they discuss:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 244. Selling From the Heart w/ Larry Levine | 21 Mar 2023 | 01:04:38 | |
Trust is the currency of sales.Where there’s more trust there are more sales. And trust is the result of selling from the heart. In a world of empty suits, today’s guest is leading a movement of authenticity, integrity, and trust inside the sales profession.Larry Levine is the bestselling author of Selling from the Heart, co-host of the Selling from the Heart Podcast and a speaker, coach, and trainer of the Selling from the Heart philosophy.Tune in as we discuss:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 243. Community: The Last Great Marketing Strategy w/ Mark Shaefer | 28 Feb 2023 | 01:03:21 | |
When it comes to building communities, many marketers are stricken with questions and fear — What if you lose control of the community? What happens when you no longer control the narrative? What will become of the unknown?On this episode, we’re joined by Mark Schaefer, Marketing Strategist, Author, Professor and Keynote Speaker. In his recent book, Belonging to the Brand, Mark breaks past these unfounded fears to explain why community is the last great marketing strategy. Hear our conversation with Mark Schaefer, Marketing Strategist, Author, Professor and Keynote Speaker:
More information about Melissa Gratias and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 242. The Heartbeat Behind The Spreadsheet w/ Amer Syed | 21 Feb 2023 | 00:49:12 | |
What’s the key to success in building a relationship- and referral-based business? Getting to the heartbeat behind the spreadsheet. Connecting with the people behind the numbers. That’s fundamental to the approach of today’s guest, who’s been a sales leader for home builders for years. Amer Syed has served at Century Communities, Toll Brothers, Shea Homes, and Meritage, before recently joining Beazer Homes as Vice President of Sales. He joins The Customer Experience Podcast to discuss:
More information about Amer Syed and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 241. 65% Lift in Lead Conversion by Humanizing Outreach at Scale w/ Ethan Beute | 14 Feb 2023 | 00:17:31 | |
In this episode, Ethan shares the results of a 90-day process that added video messages to a team of sales producers, resulting in a 65% improvement in lead conversion. He discusses the challenges of adapting to this change in behavior and how BombBomb, with the help of its customers, co-created a software solution to solve these challenges. The solution included reviewing the team's sequences and cadence, making it easier for an administrator to create video events, and providing a task list of videos to record for each salesperson.Everyone working professionally should have video messages as part of their communication mix to add a human touch and build human connection across the digital divide. If you are interested in how you can use video to take your team’s communications to the next level, reach out to Ethan below. More information about Ethan and today’s topics:
| |||
| 240. Bringing the Human Touch to Digital Banking w/ Caitlin Drake | 07 Feb 2023 | 00:53:19 | |
Experience and Digital Banking at Busey, an organization recently honored as one of America’s Best Banks by Forbes and one of the Best Banks to Work For by American Banker. With 15 years of experience in the financial services sector, Caitlin brings a wealth of knowledge on customer experience and digital transformation. This conversation centers around:
More information about Caitlin and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berry | 24 Jan 2023 | 00:57:35 | |
In this episode, we delve into the meaning and importance of customer experience, and how it fits into the larger picture of sales strategy. We also discuss the unique approach of selling a person rather than a product, and the role of trust and confidence in building successful business partnerships. We explore the world of customer experience with Shannan Berry, Vice President of CX and Sales Strategy at TitleOne. Shannan has been with the company for nearly a decade and in this role for just under a year, and brings a wealth of knowledge and experience to the table. Shannan shares her insights on:
More information about Shannan and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 238. Start With “What” to Create Clarity w/ Ann Latham | 17 Jan 2023 | 00:53:20 | |
The power of clarity represents your greatest untapped opportunity for achieving greater results with increased confidence and commitment — this is the message of today’s guest in her book, The Power of Clarity. She’s also the author of Uncommon Meetings, The Disconnect Principle, and The Clarity Papers. This episode features Ann Latham, President of Uncommon Clarity. She’s on a mission to fight the disclarity that erodes our productivity and performance and that of our team members. As President of Uncommon Clarity, she’s helped clients in more than 40 industries from large corporations like Boeing and Medtronic to nonprofits like PBS and the United Way. In this episode, Ann and Ethan discuss:
More information about Ann and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 237. How to Turn Your Customers Into Lifelong Advocates w/ Brittany Hodak | 10 Jan 2023 | 00:53:28 | |
Creating superfan customers should be a top priority for every businessperson and every brand today … but superfans can’t be bought - they can only be created. And they’re created at the intersection of your story - and every customer’s story. These are some of the key themes in a highly recommended new read,Creating Superfans: How to Turn Your Customers Into Lifelong Advocates. Today’s guest is the author of this book and she was a guest on this show on Episode 120We’re releasing this episode on her book’s publication date! Jan 10, 2023 This episode covers:
More information about Brittany and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 236. The EX Takes Mixtape: 12 Employee Experience Insights | 03 Jan 2023 | 00:39:13 | |
To celebrate 200 episodes of the podcast, we created the EX Takes Mixtape - 12 top employee experience moments from episodes 101-199. Hear EX-themed highlights with these guests of The Customer Experience Podcast:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 235. The Epic Takes Mixtape: 10 Human-Centered Insights | 27 Dec 2022 | 00:33:41 | |
To celebrate the first 100 episodes of the podcast, I created the Epic Takes Mixtape - 10 human-centered and human-first moments. I watched every video clip from the first 99 episodes and selected 10 that I thought were transcendent. They reach beyond the day-to-day and speak to our humanity, our goals, and our dreams. 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, here today to share 10 amazing clips about being a better human. In this episode, you’ll hear from these 10 guests:
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. | |||
| 234. Building Your Brand Through Trust Signals w/ Scott Baradell | 20 Dec 2022 | 00:52:07 | |
“What PR clients are really seeking is credibility. They are seeking authority. They are seeking third-party validation. Ultimately, they are seeking one thing above all else: Trust. Brands need to be trusted in the marketplace, or they won’t be able to grow.” That quote comes from the intro of a new book titled TRUST Signals: Brand Building in a Post-Truth World The author of that book and our guest today is Scott Baradell, CEO of Idea Grove, a public relations and marketing firm focused on B2B technology that’s landed on the Inc 5000 list of America’s fastest growing private companies three times and was named one of Inc’s Best Workplaces the past two years in a row. In this conversation, Scott shares his insights on:
More information about Scott and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 233. Uncovering GTM Insights from Your Employees, Not Just Your Customers w/ Chris Wallace | 13 Dec 2022 | 00:50:07 | |
In search of business intelligence and GTM insights, we look to our customers and to our customer data. But today’s guest shares with us a critical and untapped resource: our frontline team members. Learn how to better understand customer value by engaging your employees on the topic. Our guest is Chris Wallace, the Co-founder and President of Innerview Group, an internal brand consultancy that helps their clients win from within. This conversation covers: The How/When/Why of surveying your frontline people about customer value Why you must develop a process to discover value in your own business How different types of customers get different value from the same offer What the give and take process is from the top to the bottom How to close the loop and unlock the passion of your team More information about Chris and today’s topics: LinkedIn Profile: https://www.linkedin.com/in/christopherewallace/ Company Website: https://innerviewgroup.com/ Other Relevant Links: https://innerviewgroup.com/infront/ E-book - https://innerviewgroup.com/wp-content/uploads/2022/11/FrontlineInsights-eBook.pdf Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 232. First Findings from The National Survey on Brand and Trust w/ Kurt Bartolich and Cory Scheer | 06 Dec 2022 | 00:54:13 | |
This episode centers around brand and trust with trust expert Kurt Bartolich, Founder of BrandCertain and trust expert Cory Scheer, Founder of Trust Centric Consulting. Kurt and Cory teamed up on a national research project exploring trust and relationships between employees and their leadership and companies. The research also included data on trust between customers and brands. They joined Ethan to share an overview of their early findings. Tune in to learn more about: Why is trust so important to customer experience? What is one of the best and easiest ways to build trust inside your organization? What are three brand truths that are backed up in the research data? How does brand forgiveness take place? Why is consistency an important bedrock for loyalty? More information about Kurt and Cory Below: LinkedIn Profiles: Kurt: https://www.linkedin.com/in/kurt-bartolich-763b23b/ Cory: https://www.linkedin.com/in/coryscheer/ Check out the National Survey on Brand and Trust Here: https://drive.google.com/file/d/1zinWK_kxt4k_mia_wl4LnBTSnpFoxuYY/view Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 231. Tracing Every Relationship Back to One Relationship w/ Matt Beckwith | 01 Dec 2022 | 00:47:43 | |
Evolving from outbound telemarketer to EVP of Sales and business coach, integrating tools and tech stacks through a merger of two companies, tracing every relationship back to one relationship are a few places we’ll go today with the Executive Vice President of OVM Financial, now powered by Annie Mac Home Mortgage For multiple years in a row, OVM has earned a spot on the Inc 5000 list of the fastest-growing private companies in America. And for several years straight, our guest Matt Beckwith has been recognized as one of the Top Mortgage Loan Originators in the country by Scotsman Guide - one of if not the most authoritative voices in the space. He’s also the host of the “Winning with Beckwith Podcast.” In this conversation we cover: How to communicate effectively during times of change Why humility is key in effective communication How one relationship can be the key to unlocking incredible opportunities What you can do to find the right team of people around you What Matt’s Plan is with Season 2 of his podcast: “Winning With Beckwith” More information about Matt and today’s topics: LinkedIn Profile: https://www.linkedin.com/in/mattbeckwithlending/ Company Website: https://www.ovmfinancial.com/ Other Relevant Links: Matt’s Podcast: https://podcasts.apple.com/us/podcast/winning-with-beckwith/id1586835356 Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 230. Sales As The Science of Service w/ Todd Caponi | 29 Nov 2022 | 00:52:19 | |
“Certain words are used in business so thoughtlessly that they have become devoid of meaning: Authentic. Real. Transparent. And there is no one I trust more to rescue them than Todd Caponi.” Those words are from Ethan Zoubek, CRO at Atari. And he shared these words about a fantastic book titled “The Transparent Sales Leader: How the Power of Sincerity, Science, and Structure Can Transform Your Sales Team’s Results” It’s the second book by today’s guest - Todd Caponi. We talked about his first book, The Transparency Sale, here on the podcast back on Episode 90: “Why Transparency Sells Better Than Perfection” Todd is an author - as well as an advisor, speaker, workshop leader, and sales historian - who built his career in sales leadership roles at companies like SAP, Exact Target, and Power Reviews. Todd’s back on the show to talk about: When the science of sales began to emerge Why successful sales leadership is like the ultimate team sport How the power of sincerity, science, and structure can transform your sales team’s results How digital pollution and noise impact today’s sales cycle Where in the sales process can you set consistent and transparent expectations More information about Todd and today’s topics: LinkedIn Profile: https://www.linkedin.com/in/toddcaponi/ Company Website: https://toddcaponi.com/ Todd’s Website: https://www.toddcaponi.com/ Check out Todd’s books below:The Transparency Sale:https://www.amazon.com/gp/product/B07KFPQD76/ref=dbs_a_def_rwt_bibl_vppi_i0 The Transparent Sales Leaderhttps://www.amazon.com/gp/product/B0B23DZHFR/ref=dbs_a_def_rwt_bibl_vppi_i1 Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 229. Factoring Human Emotions Into Data-Informed Decisions w/ Vaishali Dialani | 22 Nov 2022 | 00:47:10 | |
CX isn’t just a feel-good function - even if feelings are its foundation. We invest in customer experience to improve business outcomes. This includes lowering the cost of acquisition, improving activation and engagement, increasing retention and expansion and more. In short: we invest in CX to grow revenue. This episode's guest is Vaishali Dialani, Customer Experience Analyst at Konabos Consulting. She is a Customer Experience Analyst that helps increase said revenue by working at the intersection of CX professional and business analyst. The takes a cross functional approach to CX because it applies to multiple teams in her company and avoids viewing CX as a standalone function. This episode covers: How should you install a CX function if there isn’t already one in place? What is an effective way to collect qualitative customer feedback? How do we mix human emotions into the data mix? What are a few themes or trends in customer experience right now? What are some companies that are effectively utilizing customer personalization? More information about Vaishali and today’s topics: LinkedIn Profile: https://www.linkedin.com/in/vaishalidialani/ Company Website: https://www.linkedin.com/company/konabos/ Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 228. Designing Digital Experiences to Engage Human Emotions w/ Dan Hill | 15 Nov 2022 | 00:52:59 | |
Two currencies drive the economy - our dollars and our emotions. What we feel always drives our behavior. That’s because more than 95% of our mental activity is sensory and emotive - NOT rational So we must put a renewed focus on Emotional Intelligence in a business framework. Not only is it important to brush up on the basics but be willing to delve deeper into and work on your EQ. This episode features Ethan’s conversation with Dan Hill, President at Sensory Logic. Dan is featured in Chapter 4 of our Wall Street Journal bestseller Human-Centered Communication. He’s also the podcast host of Dan Hill’s EQ Spotlight and the author of ten books including Emotionomics and its new, updated version Emotionomics 2.0: The Emotional Dynamics Underlying Key Business Goals On this, his third appearance of the CX Podcast, he talks about: How common is a depth of expertise in facial coding in areas such as politics, business, sports, etc? What is a functional definition of Emotional Intelligence? Why is Emotional Intelligence so Important? What are some best practices for folks that are engaging people in a sensory and emotional manner in digital experiences? What are some of the cultural contextual changes that have happened since his book: Emotionomics? More information about Dan and today’s topics: LinkedIn Profile:https://www.linkedin.com/in/dan-hill-emotionswizard/ Company Website: https://www.sensorylogic.com/ Other Relevant Links: Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 227. Keys to Overcoming Customer Indecision w/ Matt Dixon | 08 Nov 2022 | 00:53:50 | |
“While the customer’s preference for the status quo is, no doubt, a significant obstacle that every salesperson must overcome if they wish to sell anything, there is a second, more challenging obstacle that remains even after the status quo has been defeated: the customer’s own inability to make a decision.” That quote is pulled from the introduction to The JOLT Effect: How High Performers Overcome Customer Indecision (linked below). It's an exceptional new book co-authored by today’s guest, Matt Dixon - Founding Partner at DCM Insights. This episode covers: Where does customer indecision come from? What are the causes, consequences and outcomes of customer indecision? Why it’s important to focus in on customer needs What is the Jolt Effect? More information about Matt and today’s topics: LinkedIn Profile: https://www.linkedin.com/in/matthewxdixon/ Company Website: https://www.dcminsights.com/ Other Relevant Links: The Jolt Effect Amazon Link – https://www.amazon.com/JOLT-Effect-Performers-Overcome-Indecision-ebook/dp/B09NX3G2WX Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 226. Why and How Meaningful Personalization Improves CX w/ Ethan Beute | 01 Nov 2022 | 00:26:36 | |
According to a recent McKinsey & Company report, 71% of consumers expect personalization and 76% get frustrated when they don’t find it. Like it or not, personalization is a norm and it’s here to stay. So it’s key that marketers learn how to make that personalization meaningful, In this solo episode, Ethan walks through a real A/B test which added personalization yielded lower touchpoints to a prospective customer, doubled overall response rate and increased lead conversion. He also covers: What are some specific personalization tactics customers expect? Why every B2B buyer is also a B2C buyer Why the word personalized and personal feel so different How personalized video messaging can provide better context to a situation by targeting more sensory and emotive opportunities What are the three characteristics of moments that are improved with a video message compared to traditional digital communication? More information about Melissa Gratias and today’s topics: LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/ Company Website: https://bombbomb.com/ Other Relevant Links: https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying Jamming with Janny: https://www.youtube.com/playlist?list=PLfFiN5kcgGUHZMpzPsIs2ZE2BAq9xARbe Dear {first_name}: https://bombbomb.com/dear-first-name-film/ Human-Centered Communication: https://bombbomb.com/book/human-centered Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 225. Aligning EX and CX with a Service Blueprint w/ Justin Zalewski | 25 Oct 2022 | 00:50:51 | |
“Customers don’t care about organizational structures or silos. They care about the value they’re receiving. To customers, it’s all one service and one experience.” That quote comes from a recent whitepaper about improving CX and EX written by today’s guest. Justin Zalewski spent a decade with Studio Science, a design and innovation agency that helps businesses design for people and that helps deliver better experiences - every day for every customer. He currently serves as Director of Product Design and Strategy, leading a team of designers and developers focused on product design, UX design, and software development for clients ranging from market-leading technology companies to Fortune 500 brands. In this episode, we talk about: How should someone be thinking about whether customer experience is best in their organization? What are the core concepts of human-centered design? How should you balance quantitative and qualitative data coming in from your customers? How can research and discovery phases save you 10x down the line? Why do we typically approach EX and CX as separate things? What is a Service Blueprint and how does it support a Journey Map? More information about Justin and today’s topics: LinkedIn Profile: https://www.linkedin.com/in/justinzalewski/ Company Website: https://studioscience.com/ Other Relevant Links: Delivering Better Services by Aligning CX and EX (Whitepaper) - https://studioscience.com/wp-content/uploads/2022/04/2022_Service-Design-Whitepaper.pdf Justin’s Calendly - https://calendly.com/studioscience/ Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 224. How to Identify and Keep Loyal and Lucrative Customers w/ Ali Cudby | 18 Oct 2022 | 00:55:37 | |
Did you know that in most cases, the top 20% of a company’s customers tend to deliver the vast majority of their revenue? In Today’s episode, Ethan speaks with Ali Cudby Co-Founder & CEO at CXology and Alignmint Growth Strategies. Ali is the author of multiple books including: Keep Your Customers: How to Stop Customer Turnover, Improve Retention and Get Lucrative, Long-Term Loyalty This episode covers: How to Identify and Keep Your Most Lucrative and Loyal Customers What the key differences are between Lucrative loyals, Limited Loyals and Lazy Loyals How Customer Success defines a function and Customer Experience defines an ethos When you must differentiate between Customer Success and Customer Experience What is the “Bullseye Message?" More information about Ali Cudby and today’s topics: LinkedIn Profile:https://www.linkedin.com/in/alicudby/ Company Website: https://www.cxology.co and https://alignmintforgrowth.com Other Relevant Links: https://www.amazon.com/gp/product/B0839G6VKQ/ref=dbs_a_def_rwt_bibl_vppi_i0 Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 223. A Case for Loving the Process, Not Just the Result w/ Shane Kidwell | 11 Oct 2022 | 00:57:53 | |
An Executive Vice President of Sales, the owner of an apartment syndication business, the owner of co-working spaces, the CEO at an insurance company, a business and sales production coach, a top 1% mortgage originator, and a firefighter … literally. Today’s guest has been all of these things and more. And most of them right now - all at the same time. Hear our conversation with Shane Kidwell, Executive Vice President of Sales at Victorian Finance: Why we need to fall in love with being excellent at our jobs How to set effective expectations with your clients What the main differences are between assumptions and agreements Where Shane’s strengths lie in all of his businesses How the mortgage business has evolved since its implosion in 2008 More information about Shane Kidwell and today’s topics: LinkedIn Profile: https://www.linkedin.com/in/shanerkidwell/ Company Website: https:// kidwellteam.com/ Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
| 222. A Practical Approach to Storytelling w/ Anna Marie Pryor | 04 Oct 2022 | 00:47:47 | |
An effective story can be a creative way to communicate your brand’s identity and company’s purpose. If you think you aren’t a storyteller, it may be time to change that narrative (pun intended). Hear our conversation with Anna Marie Pryor, Director of Marketing at Alameda Mortgage Corporation. We discuss: How she defines customer experience Who her ideal customer is and what problems she solves for them How her agency experience helped with her current role Why adopting a practical approach to storytelling can help brands What are Milestone-Based-Marketing Goals More information about Anna and today’s topics: LinkedIn Profile: https://www.linkedin.com/in/annampryor Company Website: https://www.alamedamortgage.com/ Other Relevant Links: Leadership Team Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog. | |||
© My Podcast Data · Independent project · Data from Apple & Spotify