The Customer Experience Podcasthttps://www.spreaker.com/show/the-customer-experience-podcastenBusinessCopyright BombBombhttps://d3wo5wojvuv7l.cloudfront.net/t_rss_itunes_square_1400/images.spreaker.com/original/db6b437e6adae13b5885a1d7a724ee81.jpgThe Customer Experience Podcasthttps://www.spreaker.com/show/the-customer-experience-podcastWed, 28 Feb 2024 09:15:10 +0000BombBombBombBombfeeds@spreaker.comCreating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer...falseepisodic271. Leveling Up Customer Interactions via Genuine Care w/ Angela Aleahttps://www.spreaker.com/episode/271-leveling-up-customer-interactions-via-genuine-care-w-angela-alea--57408025is what's right. It’s that simple.

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

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

Join as we discuss:
  • Why serving others and providing value, regardless of sales opportunities, is the ultimate game-changer
  • Why it’s important to measure success — not satisfaction
  • Whether your customer is seeking the best price, or the best partner
  • How to make your consumers feel cared for and supported
More information about Angela Alea and today’s topics:
]]>https://api.spreaker.com/episode/57408025Tue, 31 Oct 2023 08:00:03 +0000BombBombDoing what's right for your customer is what's right. It’s that simple. https://www.linkedin.com/in/angelaalea/, President and Chief Revenue Officer at https://www.lasso.io/ shares valuable insights on the importance of teaching and learning in...is what's right. It’s that simple.

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

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

Join as we discuss:
  • Why serving others and providing value, regardless of sales opportunities, is the ultimate game-changer
  • Why it’s important to measure success — not satisfaction
  • Whether your customer is seeking the best price, or the best partner
  • How to make your consumers feel cared for and supported
More information about Angela Alea and today’s topics:
]]>3028falsefull270. Establishing and Evolving a Chief Experience Officer Role w/ Saira Tanejahttps://www.spreaker.com/episode/270-establishing-and-evolving-a-chief-experience-officer-role-w-saira-taneja--57361285
Our latest guest is Saira Taneja, a seasoned professional who has journeyed from the realms of corporate strategy to her current role as Chief Experience Officer at Cover Whale, a leading insurtech company specializing in the commercial auto industry.

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

Join as we discuss:
  • Why Human-Centered Design is crucial in improving the customer journey
  • How data impacts customer experience and business strategy
  • How businesses can effectively address the needs of multiple stakeholders
  • How a company can maintain consistent CX during scaling and growth
  • Where tech and personal touch intersect in the commercial auto industry
More information about Saira Taneja and today’s topics:
]]>https://api.spreaker.com/episode/57361285Tue, 24 Oct 2023 08:00:03 +0000BombBombSolving for multiple stakeholders is the essence of human-centered design. Our latest guest is http://linkedin.com/in/sairataneja/, a seasoned professional who has journeyed from the realms of corporate strategy to her current role as Chief...
Our latest guest is Saira Taneja, a seasoned professional who has journeyed from the realms of corporate strategy to her current role as Chief Experience Officer at Cover Whale, a leading insurtech company specializing in the commercial auto industry.

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

Join as we discuss:
  • Why Human-Centered Design is crucial in improving the customer journey
  • How data impacts customer experience and business strategy
  • How businesses can effectively address the needs of multiple stakeholders
  • How a company can maintain consistent CX during scaling and growth
  • Where tech and personal touch intersect in the commercial auto industry
More information about Saira Taneja and today’s topics:
]]>2756falsefull269. Creating Unique, Authentic, and Local Experiences w/ Rina Johnsonhttps://www.spreaker.com/episode/269-creating-unique-authentic-and-local-experiences-w-rina-johnson--57202640and 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:
  • How authenticity in marketing can influence customer behavior
  • How a company's mission and purpose can be used as a powerful tool to create a memorable and differentiating brand
  • How credit unions differ from banks, and the distinction between a member and a customer
  • How organizations can empower local leaders to customize marketing efforts while staying true to the brand's values
More information about Rina Johnson and today’s topics:
]]>https://api.spreaker.com/episode/57202640Tue, 17 Oct 2023 08:00:03 +0000BombBombAs 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...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:
  • How authenticity in marketing can influence customer behavior
  • How a company's mission and purpose can be used as a powerful tool to create a memorable and differentiating brand
  • How credit unions differ from banks, and the distinction between a member and a customer
  • How organizations can empower local leaders to customize marketing efforts while staying true to the brand's values
More information about Rina Johnson and today’s topics:
]]>2834falsefull268. Experiencing You: Creating a Lasting Impression w/ Melissa Wrighthttps://www.spreaker.com/episode/268-experiencing-you-creating-a-lasting-impression-w-melissa-wright--57164036you?

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:
  • What strategies are best for building a thriving organization where employees are empowered to provide exceptional customer experiences
  • How personal branding in the service industry can impact success as a professional, and whether it’s advised for team members to build personal brands while representing an organization
  • How to create effective video content, and why being yourself is the key to connecting with customers
  • How to find balance in showcasing your expertise and sharing personal interests
  • How radical generosity can transform your business relationships
]]>https://api.spreaker.com/episode/57164036Tue, 10 Oct 2023 08:00:03 +0000BombBombHow 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...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:
  • What strategies are best for building a thriving organization where employees are empowered to provide exceptional customer experiences
  • How personal branding in the service industry can impact success as a professional, and whether it’s advised for team members to build personal brands while representing an organization
  • How to create effective video content, and why being yourself is the key to connecting with customers
  • How to find balance in showcasing your expertise and sharing personal interests
  • How radical generosity can transform your business relationships
]]>2975falsefull267. Self-Service vs Human Touch: Balancing Customer Sentiment w/ Michelle Randallhttps://www.spreaker.com/episode/267-self-service-vs-human-touch-balancing-customer-sentiment-w-michelle-randall--56991608This 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:
  • How effective communication, support, encouragement, and education can accelerate the journey to success
  • Why it’s worthwhile to shift the focus from increasing share of wallet to providing customers with the resources and tools they need
  • When to offer self-service options over personalized assistance
  • How to implement quality evaluations and sentiment analysis to enhance customer interactions and satisfaction
  • Why CMOs should embrace their role as storytellers

More information about Michelle Randall and today’s topics:
]]>https://api.spreaker.com/episode/56991608Tue, 03 Oct 2023 08:00:02 +0000BombBombThis 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...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:
  • How effective communication, support, encouragement, and education can accelerate the journey to success
  • Why it’s worthwhile to shift the focus from increasing share of wallet to providing customers with the resources and tools they need
  • When to offer self-service options over personalized assistance
  • How to implement quality evaluations and sentiment analysis to enhance customer interactions and satisfaction
  • Why CMOs should embrace their role as storytellers

More information about Michelle Randall and today’s topics:
]]>1789falsefull266. Driving Innovation Through Equity, Equality, and Justice w/ Anna Dewar Gullyhttps://www.spreaker.com/episode/266-driving-innovation-through-equity-equality-and-justice-w-anna-dewar-gully--5684511370% 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:
  • Why inequality is a mammoth problem that exists in our society
  • How equity and equality intersect
  • Where the focus should be: plurality vs. singularity
  • How effective consultation methods prevent costly mistakes in large corporations
  • Why two CEOs are better than one, and the power of partnership in creating change



More information about Anna Dewar Gully and today’s topics:]]>https://api.spreaker.com/episode/56845113Tue, 19 Sep 2023 08:00:03 +0000BombBomb70% 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, https://www.linkedin.com/in/annadewargully/, Co-Founder and Co-Chief...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:
  • Why inequality is a mammoth problem that exists in our society
  • How equity and equality intersect
  • Where the focus should be: plurality vs. singularity
  • How effective consultation methods prevent costly mistakes in large corporations
  • Why two CEOs are better than one, and the power of partnership in creating change



More information about Anna Dewar Gully and today’s topics:]]>2843falsefull265. Human Connection and Emotional Impact in EX and CX w/ Joey Colemanhttps://www.spreaker.com/episode/265-human-connection-and-emotional-impact-in-ex-and-cx-w-joey-coleman--56589168The 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:
  • Why CX and EX are two sides of the same coin
  • What the six communication tools are, and how they can create remarkable interactions in those crucial first 100 days and beyond
  • How creating TOJ (tears of joy) can result in an emotional impact in customer and employee relations
  • How to harness the potential of video messages

More information about Joey Coleman and today’s topics:
]]>https://api.spreaker.com/episode/56589168Tue, 12 Sep 2023 08:00:02 +0000BombBombThe 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...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:
  • Why CX and EX are two sides of the same coin
  • What the six communication tools are, and how they can create remarkable interactions in those crucial first 100 days and beyond
  • How creating TOJ (tears of joy) can result in an emotional impact in customer and employee relations
  • How to harness the potential of video messages

More information about Joey Coleman and today’s topics:
]]>3284falsefull264. Personalizing the Path to Homeownership w/ Brian Vieauxhttps://www.spreaker.com/episode/264-personalizing-the-path-to-homeownership-w-brian-vieaux--56482283How 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:
  • What it really means to be a B2B2C company
  • How FinLocker’s technology is revolutionizing the mortgage process, empowering consumers and loan officers alike
  • Why the local loan officer is still the hero in the mortgage industry

More information about Brian Vieaux and today’s topics:]]>https://api.spreaker.com/episode/56482283Tue, 29 Aug 2023 08:00:03 +0000BombBombHow 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?...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:
  • What it really means to be a B2B2C company
  • How FinLocker’s technology is revolutionizing the mortgage process, empowering consumers and loan officers alike
  • Why the local loan officer is still the hero in the mortgage industry

More information about Brian Vieaux and today’s topics:]]>3048falsefull263. Creating Human Connection within a Global Ecosystem w/ Naomi Wheelesshttps://www.spreaker.com/episode/263-creating-human-connection-within-a-global-ecosystem-w-naomi-wheeless--56482303The 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:
  • What customer empathy means and why it’s important
  • Whether or not an internal tech team is advantageous
  • How Square’s remote transition has lead to a happier and more diverse workforce
  • How to successfully manage a team of more than 1,000 employees across 10 countries (tips and tricks)

More information about Naomi Wheeless and today’s topics:]]>https://api.spreaker.com/episode/56482303Tue, 22 Aug 2023 08:00:03 +0000BombBombThe 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...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:
  • What customer empathy means and why it’s important
  • Whether or not an internal tech team is advantageous
  • How Square’s remote transition has lead to a happier and more diverse workforce
  • How to successfully manage a team of more than 1,000 employees across 10 countries (tips and tricks)

More information about Naomi Wheeless and today’s topics:]]>3046falsefull262. Building a More Trusting and Human Internet w/ Aaron Painterhttps://www.spreaker.com/episode/262-building-a-more-trusting-and-human-internet-w-aaron-painter--56372009Fact: 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:
  • How EX inevitably impacts CX: when employees feel heard, customers feel heard
  • How Nametag’s technology is streamlining human identity
  • Why deepfakes are becoming an enormous problem
  • What exactly MFA is, and how it’s evolving over time
  • How to build company culture in the remote world: steps to improve EX

More information about Andrew Carothers and today’s topics:]]>https://api.spreaker.com/episode/56372009Tue, 15 Aug 2023 08:00:02 +0000BombBombFact: 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...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:
  • How EX inevitably impacts CX: when employees feel heard, customers feel heard
  • How Nametag’s technology is streamlining human identity
  • Why deepfakes are becoming an enormous problem
  • What exactly MFA is, and how it’s evolving over time
  • How to build company culture in the remote world: steps to improve EX

More information about Andrew Carothers and today’s topics:]]>2863falsefull261. Showing Your Work in the Age of AI w/ Ethan Beutehttps://www.spreaker.com/episode/261-showing-your-work-in-the-age-of-ai-w-ethan-beute--56371987Caution: 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 ]]>https://api.spreaker.com/episode/56371987Tue, 08 Aug 2023 08:00:02 +0000BombBombCaution: 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...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 ]]>1042falsefull260. Building the Cisco CX Org from Scratch w/ Andrew Carothershttps://www.spreaker.com/episode/260-building-the-cisco-cx-org-from-scratch-w-andrew-carothers--56190121It'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:
  • What it means to be in “the age of the customer”
  • Why Business Value is more effective than “surprise & delight”
  • How to hear the literal voice of the customer (3 steps)
  • How to identify moments that matter
  • Why video is a game changer for human connection in business


More information about Andrew Carothers and today’s topics:]]>https://api.spreaker.com/episode/56190121Tue, 25 Jul 2023 08:00:03 +0000BombBombIt'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...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:
  • What it means to be in “the age of the customer”
  • Why Business Value is more effective than “surprise & delight”
  • How to hear the literal voice of the customer (3 steps)
  • How to identify moments that matter
  • Why video is a game changer for human connection in business


More information about Andrew Carothers and today’s topics:]]>2772falsefull259. Best Practices for Win-Loss Analysis w/ Scott Varnerhttps://www.spreaker.com/episode/259-best-practices-for-win-loss-analysis-w-scott-varner--56111297Why 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:
  • What exactly win-loss analysis is, and what the basic steps are
  • What the best sources of win-loss insight are (quantitative or qualitative)
  • Why win-loss interviews are important and tips to succeed in the process
  • How to optimize conversation to get customers to share the raw truth about their experiences

More information about Scott Varner and today’s topics:]]>https://api.spreaker.com/episode/56111297Tue, 18 Jul 2023 08:00:02 +0000BombBombWhy 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...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:
  • What exactly win-loss analysis is, and what the basic steps are
  • What the best sources of win-loss insight are (quantitative or qualitative)
  • Why win-loss interviews are important and tips to succeed in the process
  • How to optimize conversation to get customers to share the raw truth about their experiences

More information about Scott Varner and today’s topics:]]>2526falsefull258. Honesty, Humanity, and Storytelling in B2B Marketing w/ Anthony Butlerhttps://www.spreaker.com/episode/258-honesty-humanity-and-storytelling-in-b2b-marketing-w-anthony-butler--56029755Your 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:
  • What you need to know about evolutionary psychology and marketing
  • How to meaningfully build relationships with your target audience
  • Why it’s powerful to earn trust by connecting on an emotional level
  • Why influence is NOT deceit or manipulation
  • Why it’s important to acknowledge the humanity in your marketing efforts


More information about Anthony Butler and today’s topics:]]>https://api.spreaker.com/episode/56029755Tue, 11 Jul 2023 08:00:03 +0000BombBombYour 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...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:
  • What you need to know about evolutionary psychology and marketing
  • How to meaningfully build relationships with your target audience
  • Why it’s powerful to earn trust by connecting on an emotional level
  • Why influence is NOT deceit or manipulation
  • Why it’s important to acknowledge the humanity in your marketing efforts


More information about Anthony Butler and today’s topics:]]>2684falsefull257. Creating Customer Continuity in B2B SaaS w/ Adam Ferrishttps://www.spreaker.com/episode/257-creating-customer-continuity-in-b2b-saas-w-adam-ferris--54838601Most 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:
  • Why Empowerment is more effective than FOMO when drawing in a customer
  • Why it takes a village to close a deal, not just Sales
  • How to increase revenue with win/loss conversations
  • When NOT to incorporate AI

More information about Adam Ferris and today’s topics:]]>https://api.spreaker.com/episode/54838601Tue, 27 Jun 2023 08:00:03 +0000BombBombMost 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 https://www.friendbuy.com/...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:
  • Why Empowerment is more effective than FOMO when drawing in a customer
  • Why it takes a village to close a deal, not just Sales
  • How to increase revenue with win/loss conversations
  • When NOT to incorporate AI

More information about Adam Ferris and today’s topics:]]>3247falsefull256. Putting Your Name on the Work w/ Dermot Buffinihttps://www.spreaker.com/episode/256-putting-your-name-on-the-work-w-dermot-buffini--54463875Can 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:
  • Why a focus on excellence will be your best differentiator
  • How to build and maintain high-quality relationships and service even with rapid scaling
  • How to recognize your strengths and break out of a commodity market for long-term success
  • Why fads and new technologies aren’t necessarily the golden key
  • Why time and relationships are some of the most important commodities

More information about Dermot Buffini and today’s topics:]]>https://api.spreaker.com/episode/54463875Tue, 20 Jun 2023 08:00:02 +0000BombBombCan 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...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:
  • Why a focus on excellence will be your best differentiator
  • How to build and maintain high-quality relationships and service even with rapid scaling
  • How to recognize your strengths and break out of a commodity market for long-term success
  • Why fads and new technologies aren’t necessarily the golden key
  • Why time and relationships are some of the most important commodities

More information about Dermot Buffini and today’s topics:]]>3429falsefull255. The Power of Human Connection in B2B Sales w/ Jessica Herralahttps://www.spreaker.com/episode/255-the-power-of-human-connection-in-b2b-sales-w-jessica-herrala--54157602No 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:
  • What the role of relationships are in an increasingly digital and AI-driven world
  • How human interaction increases ROI
  • What the role of CRO is in customer experience
  • How to build a team from scratch and hire the right people
  • How to sell something people need, but don’t necessarily want

More information about Jessica Herrala and today’s topics:
]]>https://api.spreaker.com/episode/54157602Tue, 13 Jun 2023 08:00:02 +0000BombBombNo 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...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:
  • What the role of relationships are in an increasingly digital and AI-driven world
  • How human interaction increases ROI
  • What the role of CRO is in customer experience
  • How to build a team from scratch and hire the right people
  • How to sell something people need, but don’t necessarily want

More information about Jessica Herrala and today’s topics:
]]>2934falsefull254. Embracing a Psychology-Based Sales Approach w/ Jeff Shorehttps://www.spreaker.com/episode/254-embracing-a-psychology-based-sales-approach-w-jeff-shore--54076435You 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.


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:
  • How selling the way your customers want to buy changes your trajectory
  • What psychology-based selling is, and why it’s not the norm
  • Which tools and tech are misused and underused
  • How to connect and communicate more effectively
  • How to navigate market ebbs and flows

More information about Jeff Shore and today’s topics:]]>https://api.spreaker.com/episode/54076435Tue, 06 Jun 2023 08:00:02 +0000BombBombYou 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...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.


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:
  • How selling the way your customers want to buy changes your trajectory
  • What psychology-based selling is, and why it’s not the norm
  • Which tools and tech are misused and underused
  • How to connect and communicate more effectively
  • How to navigate market ebbs and flows

More information about Jeff Shore and today’s topics:]]>3133falsefull253. The North Star of Legendary Customer Experience w/ Danielle Lipari-Marethhttps://www.spreaker.com/episode/253-the-north-star-of-legendary-customer-experience-w-danielle-lipari-mareth--54007945A 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:
  • How shifting to perspective to the buyer’s side of the customer journey makes better sales and marketing
  • How to make sure you’re treating your customer as an individual, not a sale
  • Why a healthy marriage between sales and marketing is essential for customer experience
  • What it means to make legendary customer experience your North Star
  • What the role of humans are in new home sales


More information about Danielle Lipari-Mareth and today’s topics:
]]>https://api.spreaker.com/episode/54007945Tue, 30 May 2023 08:00:02 +0000BombBombA 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...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:
  • How shifting to perspective to the buyer’s side of the customer journey makes better sales and marketing
  • How to make sure you’re treating your customer as an individual, not a sale
  • Why a healthy marriage between sales and marketing is essential for customer experience
  • What it means to make legendary customer experience your North Star
  • What the role of humans are in new home sales


More information about Danielle Lipari-Mareth and today’s topics:
]]>2797falsefull252. Selling on Video: Beyond the Excuses w/ Chris Boguehttps://www.spreaker.com/episode/252-selling-on-video-beyond-the-excuses-w-chris-bogue--53960604First 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:
  • How selecting and catering to your desired audience boosts views - and sales
  • How to make yourself impossible to forget using video
  • Why basic improv and comedy techniques give you confidence and connection
  • Why you should never fear feedback and, instead, actively seek it

More information about Chris Bogue and today’s topics:]]>https://api.spreaker.com/episode/53960604Tue, 23 May 2023 08:00:04 +0000BombBombFirst 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...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:
  • How selecting and catering to your desired audience boosts views - and sales
  • How to make yourself impossible to forget using video
  • Why basic improv and comedy techniques give you confidence and connection
  • Why you should never fear feedback and, instead, actively seek it

More information about Chris Bogue and today’s topics:]]>3274falsefull251. Investing in Brand, Affinity, and Owned Media w/ Anthony Kennadahttps://www.spreaker.com/episode/251-investing-in-brand-affinity-and-owned-media-w-anthony-kennada--53781967In 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:
  • What are some of the main changes over the past 15 years in sales and marketing?
  • How do you break through the increasing noise by building emotive experiences?
  • In what ways should more companies behave like media companies?
  • What are the differences between audiences, communities, and customers, and where do intersections exist?
  • How do you navigate modern challenges like social media algorithms while staying aligned with business goals?

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.
]]>https://api.spreaker.com/episode/53781967Tue, 09 May 2023 08:00:02 +0000BombBombIn 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...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:
  • What are some of the main changes over the past 15 years in sales and marketing?
  • How do you break through the increasing noise by building emotive experiences?
  • In what ways should more companies behave like media companies?
  • What are the differences between audiences, communities, and customers, and where do intersections exist?
  • How do you navigate modern challenges like social media algorithms while staying aligned with business goals?

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.
]]>2938falsefull250. The Process to Drive Revenue with Video Messaging w/ Ethan Beutehttps://www.spreaker.com/episode/250-the-process-to-drive-revenue-with-video-messaging-w-ethan-beute--53710824Humanize 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:]]>https://api.spreaker.com/episode/53710824Tue, 02 May 2023 08:00:02 +0000BombBombHumanize 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...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:]]>1545falsefull249. Generating Leads (and $25M) from Customer Success w/ Trina Dunhamhttps://www.spreaker.com/episode/249-generating-leads-and-25m-from-customer-success-w-trina-dunham--53495323Generating 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:

  • How emotions play a key role in buying decisions
  • How the program she implemented gained momentum to identify post-sale opportunities
  • When did this new initiative begin to gain momentum
  • What are “hot leads” and why they may be more valuable than referrals
  • Why the culture around new initiatives can make or break them and how champions and key practitioners can keep them moving forward


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.]]>https://api.spreaker.com/episode/53495323Tue, 25 Apr 2023 05:00:02 +0000BombBombGenerating 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....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:

  • How emotions play a key role in buying decisions
  • How the program she implemented gained momentum to identify post-sale opportunities
  • When did this new initiative begin to gain momentum
  • What are “hot leads” and why they may be more valuable than referrals
  • Why the culture around new initiatives can make or break them and how champions and key practitioners can keep them moving forward


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.]]>2771false249full248. Shifting a Culture to Customer-Centricity w/ George Essamahttps://www.spreaker.com/episode/248-shifting-a-culture-to-customer-centricity-w-george-essama--53493312Imagine 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:
  • How to create meaningful change in a complex environment against prevailing culture
  • Where did Georges’ idea of a podcast featuring customer voices come from?
  • Why the voices of the employees are critical as these cultural shifts take place
  • How Georges learned about the CXPA and where you can learn more
  • Why customer relationships must be seen as a collaborative process that are dependent on shared responsibility

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.]]>https://api.spreaker.com/episode/53493312Tue, 18 Apr 2023 05:00:02 +0000BombBombImagine 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...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:
  • How to create meaningful change in a complex environment against prevailing culture
  • Where did Georges’ idea of a podcast featuring customer voices come from?
  • Why the voices of the employees are critical as these cultural shifts take place
  • How Georges learned about the CXPA and where you can learn more
  • Why customer relationships must be seen as a collaborative process that are dependent on shared responsibility

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.]]>2331false248full247. Building Trust in High-Stakes Environments w/ Scott Mannhttps://www.spreaker.com/episode/247-building-trust-in-high-stakes-environments-w-scott-mann--53392669 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 -
  • What does “Leading from the Rooftop” mean?
  • How trust can be built from genuine conversations that
  • What lessons he learned as a Green Beret apply to his professional life
  • Why authentic connections can remediate low-trust environments
  • What factors contribute to disconnection and distrust


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.

]]>https://api.spreaker.com/episode/53392669Tue, 11 Apr 2023 05:00:02 +0000BombBombIf 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,... 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 -
  • What does “Leading from the Rooftop” mean?
  • How trust can be built from genuine conversations that
  • What lessons he learned as a Green Beret apply to his professional life
  • Why authentic connections can remediate low-trust environments
  • What factors contribute to disconnection and distrust


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.

]]>3206false247full246. The Power of Personalization in B2B Sales w/ Samantha Stonehttps://www.spreaker.com/episode/246-the-power-of-personalization-in-b2b-sales-w-samantha-stone--53392616Have 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:

  • What is the difference between B2C and B2B customer experience and why does it matter?
  • What are some of the key trends in buyer expectations that are shaping the future of B2B customer experience?
  • How can salespeople offer personalized experiences to buyers at different stages of the buying process?
  • What are some of the structural challenges that hinder B2B organizations from delivering a seamless customer experience?
  • How are automation and AI impacting the customer experience in B2B, and what are some of the benefits and drawbacks of these technologies?


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.
]]>https://api.spreaker.com/episode/53392616Tue, 04 Apr 2023 05:00:02 +0000BombBombHave 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,...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:

  • What is the difference between B2C and B2B customer experience and why does it matter?
  • What are some of the key trends in buyer expectations that are shaping the future of B2B customer experience?
  • How can salespeople offer personalized experiences to buyers at different stages of the buying process?
  • What are some of the structural challenges that hinder B2B organizations from delivering a seamless customer experience?
  • How are automation and AI impacting the customer experience in B2B, and what are some of the benefits and drawbacks of these technologies?


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.
]]>3331false246full245. Winning Through Relationships in the Digital Era w/ Rivers Pearcehttps://www.spreaker.com/episode/245-winning-through-relationships-in-the-digital-era-w-rivers-pearce--53392715Businesses 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:
  • How the language of customer experience has evolved over time
  • Why it is important to move beyond the “transactional mindset”
  • How referral based businesses have been disrupted by technology
  • Where you can adapt to physical and digital distance using humans in the era of smart technology
  • What it means to be a trusted advisor of your customers
More information about Rivers 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.

]]>https://api.spreaker.com/episode/53392715Thu, 30 Mar 2023 16:24:32 +0000BombBombBusinesses 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...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:
  • How the language of customer experience has evolved over time
  • Why it is important to move beyond the “transactional mindset”
  • How referral based businesses have been disrupted by technology
  • Where you can adapt to physical and digital distance using humans in the era of smart technology
  • What it means to be a trusted advisor of your customers
More information about Rivers 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.

]]>2976false245full244. Selling From the Heart w/ Larry Levinehttps://www.spreaker.com/episode/244-selling-from-the-heart-w-larry-levine--53213400Trust 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:
  • How to uncomplicate the sales process
  • Why the tiniest things can affect the client relationships and processes
  • What sales people can do to emphasize soft-skills
  • How to create “right-fit” conditions with your ideal buyer
  • Why we must focus and even bring up post-sale processes to our clients
More information about Larry 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.

]]>https://api.spreaker.com/episode/53213400Tue, 21 Mar 2023 05:00:02 +0000BombBombTrust 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...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:
  • How to uncomplicate the sales process
  • Why the tiniest things can affect the client relationships and processes
  • What sales people can do to emphasize soft-skills
  • How to create “right-fit” conditions with your ideal buyer
  • Why we must focus and even bring up post-sale processes to our clients
More information about Larry 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.

]]>3878false244full243. Community: The Last Great Marketing Strategy w/ Mark Shaeferhttps://www.spreaker.com/episode/243-community-the-last-great-marketing-strategy-w-mark-shaefer--52793288When 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:
  • Why community is the last great marketing strategy
  • Why so many people struggle with building communities
  • How to establish resonance and connection with an audience
  • Why purpose matters in an organization
  • Where to build a meaningful community

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.

]]>https://api.spreaker.com/episode/52793288Tue, 28 Feb 2023 05:00:02 +0000BombBombWhen 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...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:
  • Why community is the last great marketing strategy
  • Why so many people struggle with building communities
  • How to establish resonance and connection with an audience
  • Why purpose matters in an organization
  • Where to build a meaningful community

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.

]]>3801false243full242. The Heartbeat Behind The Spreadsheet w/ Amer Syedhttps://www.spreaker.com/episode/242-the-heartbeat-behind-the-spreadsheet-w-amer-syed--52682864What’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:

  • What three-tiered approach you should take to joining your next team
  • Why you should be doubling-down on emotional connectivity
  • How to make better tech and automation choices
  • How to get past the numbers and connect with the people behind them.

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.]]>https://api.spreaker.com/episode/52682864Tue, 21 Feb 2023 05:00:02 +0000BombBombWhat’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...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:

  • What three-tiered approach you should take to joining your next team
  • Why you should be doubling-down on emotional connectivity
  • How to make better tech and automation choices
  • How to get past the numbers and connect with the people behind them.

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.]]>2952false242full241. 65% Lift in Lead Conversion by Humanizing Outreach at Scale w/ Ethan Beutehttps://www.spreaker.com/episode/241-65-lift-in-lead-conversion-by-humanizing-outreach-at-scale-w-ethan-beute--52682925In 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:Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

]]>https://api.spreaker.com/episode/52682925Tue, 14 Feb 2023 05:00:01 +0000BombBombIn 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...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:Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

]]>1051false241full240. Bringing the Human Touch to Digital Banking w/ Caitlin Drakehttps://bombbomb.com/blog/human-touch-digital-banking-caitlin-drake-busey/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:

  • Why customer experience is not a “nice to have” and how to break that misconception at the C-suite level
  • How a 150 year-old Brand Promise still guides Busey today
  • How Busey’s team is humanizing digital banking
  • How a perceived cost center became a meaningful and award-winning care center
  • What the status-quo of the banking industry is today
  • What Caitlin’s motivation was behind becoming a Certified Customer Experience Professional (CCXP)

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.]]>https://api.spreaker.com/episode/52657002Tue, 07 Feb 2023 05:09:19 +0000BombBombExperience 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...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:

  • Why customer experience is not a “nice to have” and how to break that misconception at the C-suite level
  • How a 150 year-old Brand Promise still guides Busey today
  • How Busey’s team is humanizing digital banking
  • How a perceived cost center became a meaningful and award-winning care center
  • What the status-quo of the banking industry is today
  • What Caitlin’s motivation was behind becoming a Certified Customer Experience Professional (CCXP)

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.]]>3199banking,busey,caitlin,customer,digital,drake,experiencefalsefull239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berryhttps://www.spreaker.com/episode/239-the-power-of-culture-improving-cx-from-the-inside-out-w-shannan-berry--52463891In 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:

  • How the company culture at TitleOne serves as a strategic anchor for the business
  • How can you practically and operationally make employees happy?
  • Why solution-oriented thinking is so effective at building better customer experiences
  • How thinking like your customer results in exceptional customer experiences
  • What the benefits of having an incredible customer experience in your sales strategy are

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.]]>https://api.spreaker.com/episode/52463891Tue, 24 Jan 2023 05:00:01 +0000BombBombIn 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...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:

  • How the company culture at TitleOne serves as a strategic anchor for the business
  • How can you practically and operationally make employees happy?
  • Why solution-oriented thinking is so effective at building better customer experiences
  • How thinking like your customer results in exceptional customer experiences
  • What the benefits of having an incredible customer experience in your sales strategy are

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.]]>3455false239full238. Start With “What” to Create Clarity w/ Ann Lathamhttps://www.spreaker.com/episode/238-start-with-what-to-create-clarity-w-ann-latham--52402883The 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:

  • Why the emotional component of customer experience is so important
  • How clarity factors into a positive or negative customer experience
  • What is a specific definition of clarity and dis-clarity?
  • How cognitive load specific movements can help boost productivity
  • How specificity, process, focus and clarity work together

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.]]>https://api.spreaker.com/episode/52402883Tue, 17 Jan 2023 05:00:02 +0000BombBombThe 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,https://power-of-clarity.com/ She’s also the author of...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:

  • Why the emotional component of customer experience is so important
  • How clarity factors into a positive or negative customer experience
  • What is a specific definition of clarity and dis-clarity?
  • How cognitive load specific movements can help boost productivity
  • How specificity, process, focus and clarity work together

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.]]>3200false238full237. How to Turn Your Customers Into Lifelong Advocates w/ Brittany Hodakhttps://www.spreaker.com/episode/237-how-to-turn-your-customers-into-lifelong-advocates-w-brittany-hodak--52346775Creating 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:

  • Why you need a Chief Customer Officer or Chief Experience Officer
  • Where does brand overlap with customer experience?
  • What becomes relevant when price is irrelevant?
  • What Drives the Experience Economy?
  • How to break down the S.U.P.E.R Acronym

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.]]>https://api.spreaker.com/episode/52346775Tue, 10 Jan 2023 05:00:02 +0000BombBombCreating 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...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:

  • Why you need a Chief Customer Officer or Chief Experience Officer
  • Where does brand overlap with customer experience?
  • What becomes relevant when price is irrelevant?
  • What Drives the Experience Economy?
  • How to break down the S.U.P.E.R Acronym

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.]]>3208false237full236. The EX Takes Mixtape: 12 Employee Experience Insightshttps://www.spreaker.com/episode/236-the-ex-takes-mixtape-12-employee-experience-insights--52229910To 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:
  1. Stacy Sherman, VP of Agent and Customer Experience at Liveops
  2. Brittany Hodak, Keynote Speaker, Author, and Superfan Strategist
  3. Elizabeth Dixon, Speaker on Strategy, Innovation, and CX; Principal Lead of Strategy, Hospitality, & Service Design at Chick-fil-A
  4. Mark Schaefer, Speaker and Author of Marketing Rebellion
  5. Sue Woodard, Speaker and Mortgage and FinTech Evangelist
  6. Shep Hyken, Customer Service and Customer Experience Expert
  7. Lisa Earle McLeod, Speaker and Author of Selling with Noble Purpose
  8. Andrea Morter, VP of Sales Ops at Get Beyond
  9. John Belizaire, CEO at Soluna Computing; Founder and Managing Editor at CEO Playbook
  10. Kristie Ornelas, VP of Customer Experience Marketing and Communications at Cisco
  11. Ernest Owusu, Senior Director of Sales Development at 6sense
  12. Jacco van der Kooij, Founder at Winning by Design

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
]]>https://api.spreaker.com/episode/52229910Tue, 03 Jan 2023 05:00:02 +0000BombBombTo 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: -...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:
  1. Stacy Sherman, VP of Agent and Customer Experience at Liveops
  2. Brittany Hodak, Keynote Speaker, Author, and Superfan Strategist
  3. Elizabeth Dixon, Speaker on Strategy, Innovation, and CX; Principal Lead of Strategy, Hospitality, & Service Design at Chick-fil-A
  4. Mark Schaefer, Speaker and Author of Marketing Rebellion
  5. Sue Woodard, Speaker and Mortgage and FinTech Evangelist
  6. Shep Hyken, Customer Service and Customer Experience Expert
  7. Lisa Earle McLeod, Speaker and Author of Selling with Noble Purpose
  8. Andrea Morter, VP of Sales Ops at Get Beyond
  9. John Belizaire, CEO at Soluna Computing; Founder and Managing Editor at CEO Playbook
  10. Kristie Ornelas, VP of Customer Experience Marketing and Communications at Cisco
  11. Ernest Owusu, Senior Director of Sales Development at 6sense
  12. Jacco van der Kooij, Founder at Winning by Design

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
]]>2353false236full235. The Epic Takes Mixtape: 10 Human-Centered Insightshttps://www.spreaker.com/episode/235-the-epic-takes-mixtape-10-human-centered-insights--52197915To 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.]]>https://api.spreaker.com/episode/52197915Tue, 27 Dec 2022 05:00:02 +0000BombBombTo 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...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.]]>2021false235full234. Building Your Brand Through Trust Signals w/ Scott Baradellhttps://www.spreaker.com/episode/234-building-your-brand-through-trust-signals-w-scott-baradell--52197942“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:
  • What is post-truth?
  • What is the relationship between buyer persona personas and trust profiles?
  • How to build brand trust in today’s business environment
  • What is a trust profile and why is it relevant?
  • Why you need to tie your brand story into a single narrative?

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.]]>https://api.spreaker.com/episode/52197942Tue, 20 Dec 2022 05:00:02 +0000BombBomb“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...“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:
  • What is post-truth?
  • What is the relationship between buyer persona personas and trust profiles?
  • How to build brand trust in today’s business environment
  • What is a trust profile and why is it relevant?
  • Why you need to tie your brand story into a single narrative?

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.]]>3127false234full233. Uncovering GTM Insights from Your Employees, Not Just Your Customers w/ Chris Wallacehttps://www.spreaker.com/episode/233-uncovering-gtm-insights-from-your-employees-not-just-your-customers-w-chris-wallace--52111270Our 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.]]>https://api.spreaker.com/episode/52111270Tue, 13 Dec 2022 05:00:02 +0000BombBombIn 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...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.]]>3007false233full232. First Findings from The National Survey on Brand and Trust w/ Kurt Bartolich and Cory Scheerhttps://www.spreaker.com/episode/232-first-findings-from-the-national-survey-on-brand-and-trust-w-kurt-bartolich-and-cory-scheer--52113054Kurt 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.]]>https://api.spreaker.com/episode/52113054Tue, 06 Dec 2022 20:05:02 +0000BombBombThis 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...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.]]>3253false232full231. Tracing Every Relationship Back to One Relationship w/ Matt Beckwithhttps://www.spreaker.com/episode/231-tracing-every-relationship-back-to-one-relationship-w-matt-beckwith--52063259For 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.]]>8ad1a3f2-88c8-4e33-bec3-f0c40cedf7d5Thu, 01 Dec 2022 05:00:00 +0000BombBombEvolving 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...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.]]>2863false231full230. Sales As The Science of Service w/ Todd Caponihttps://www.spreaker.com/episode/230-sales-as-the-science-of-service-w-todd-caponi--52040599Those 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.]]>688fb6ad-5d2f-4920-9c0f-639a06fc5dc5Tue, 29 Nov 2022 05:00:00 +0000BombBomb“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...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.]]>3139falsefull229. Factoring Human Emotions Into Data-Informed Decisions w/ Vaishali Dialanihttps://www.spreaker.com/episode/229-factoring-human-emotions-into-data-informed-decisions-w-vaishali-dialani--51976527In 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.]]>23bf308e-c96f-4e72-80ca-a18333d9c8cdTue, 22 Nov 2022 05:00:00 +0000BombBombCX 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...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.]]>2830falsefull228. Designing Digital Experiences to Engage Human Emotions w/ Dan Hillhttps://www.spreaker.com/episode/228-designing-digital-experiences-to-engage-human-emotions-w-dan-hill--51903984So 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.]]>c0b37181-2d8c-4924-a8ff-c10543aec3d5Tue, 15 Nov 2022 06:45:00 +0000BombBombTwo 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...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.]]>3179falsefull227. Keys to Overcoming Customer Indecision w/ Matt Dixonhttps://www.spreaker.com/episode/227-keys-to-overcoming-customer-indecision-w-matt-dixon--51904004that 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.]]>f0d6794d-6bda-4697-9dee-a4d2b9ec0917Tue, 08 Nov 2022 14:15:00 +0000BombBomb“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...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.]]>3230falsefull226. Why and How Meaningful Personalization Improves CX w/ Ethan Beutehttps://www.spreaker.com/episode/226-why-and-how-meaningful-personalization-improves-cx-w-ethan-beute--51903986Like 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.]]>4790b782-47bb-4bc6-8f62-1124f9c542eaTue, 01 Nov 2022 09:00:00 +0000BombBombAccording 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...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.]]>1596falsefull225. Aligning EX and CX with a Service Blueprint w/ Justin Zalewskihttps://www.spreaker.com/episode/225-aligning-ex-and-cx-with-a-service-blueprint-w-justin-zalewski--51904002
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.]]>95f06585-08e3-49e1-8d10-d83407169d1aTue, 25 Oct 2022 08:00:00 +0000BombBomb“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...
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.]]>3051falsefull224. How to Identify and Keep Loyal and Lucrative Customers w/ Ali Cudbyhttps://www.spreaker.com/episode/224-how-to-identify-and-keep-loyal-and-lucrative-customers-w-ali-cudby--51904027In 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.]]>1a0e3107-c2a5-48b0-bd20-7f38d9b8edeeTue, 18 Oct 2022 05:00:00 +0000BombBombDid 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...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.]]>3337falsefull223. A Case for Loving the Process, Not Just the Result w/ Shane Kidwellhttps://www.spreaker.com/episode/223-a-case-for-loving-the-process-not-just-the-result-w-shane-kidwell--51903985 
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.]]>026537d0-527f-4886-b4ff-95039fe95a8aTue, 11 Oct 2022 08:00:00 +0000BombBombAn 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.]]>3473falsefull222. A Practical Approach to Storytelling w/ Anna Marie Pryorhttps://www.spreaker.com/episode/222-a-practical-approach-to-storytelling-w-anna-marie-pryor--51903996Hear 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.]]>22fbcaa1-df2e-48cd-b2f6-d6a2b3cda3c0Tue, 04 Oct 2022 08:00:00 +0000BombBombAn 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...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.]]>2867falsefull221. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooijhttps://www.spreaker.com/episode/221-creating-customer-impact-in-moments-that-matter-w-jacco-van-der-kooij--51904008Which moments matter most? 
In this episode of our Human-Centered Communication expert series (which originally aired on September 14, 2021), 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.]]>3fb85f62-b0cd-459c-88bf-d20efb9c6074Tue, 27 Sep 2022 08:00:00 +0000BombBombMerely 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...Which moments matter most? 
In this episode of our Human-Centered Communication expert series (which originally aired on September 14, 2021), 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.]]>2731falsefull220. Why Repeat Customers May Not Be Loyal Customers w/ Shep Hykenhttps://www.spreaker.com/episode/220-why-repeat-customers-may-not-be-loyal-customers-w-shep-hyken--51903992Ask 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 Communication expert series (which originally aired on September 3, 2021), 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.]]>1ad8dd1e-99a8-4a74-a8af-7e578577fa2aTue, 20 Sep 2022 08:00:00 +0000BombBombRepeat 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...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 Communication expert series (which originally aired on September 3, 2021), 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.]]>2631falsefull219. Sending Videos for Greater Sales Visibility w/ Viveka von Rosenhttps://www.spreaker.com/episode/219-sending-videos-for-greater-sales-visibility-w-viveka-von-rosen--51903995
In this episode of our Human-Centered Communication expert series (which originally aired on September 21, 2021), 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.]]>5382454b-baf1-40bf-86d1-6d8aa9c24abeTue, 13 Sep 2022 08:00:00 +0000BombBombWhat 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...
In this episode of our Human-Centered Communication expert series (which originally aired on September 21, 2021), 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.]]>2639falsefull218. Emotional Intelligence & Human-Centered Connection w/ Dan Hill, PhDhttps://www.spreaker.com/episode/218-emotional-intelligence-human-centered-connection-w-dan-hill-phd--51903998The 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 next episode of our Human-Centered Communication expert series (which originally aired on August 17, 2021), Steve Pacinelli and I interview Dan Hill, PhD, President at Sensory Logic, about emotional 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.]]>f905ff81-9621-4324-9910-72183501ae53Tue, 06 Sep 2022 08:00:00 +0000BombBombHere 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...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 next episode of our Human-Centered Communication expert series (which originally aired on August 17, 2021), Steve Pacinelli and I interview Dan Hill, PhD, President at Sensory Logic, about emotional 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.]]>2775falsefull217. An Actor’s Guide to Authentic Videos w/ Julie Hansenhttps://www.spreaker.com/episode/217-an-actor-s-guide-to-authentic-videos-w-julie-hansen--51903989
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 (which originally aired on August 31, 2021), 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.]]>0752de7d-41ca-4838-afc6-b187cbc3ed48Tue, 30 Aug 2022 08:00:00 +0000BombBombIf 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...
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 (which originally aired on August 31, 2021), 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.]]>2492falsefull216. Creating an Environment of Continuous Coaching w/ Morgan J Ingramhttps://www.spreaker.com/episode/216-creating-an-environment-of-continuous-coaching-w-morgan-j-ingram--51903991Taking 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 (which originally aired on August 10, 2021), 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.]]>49781f25-b5a8-4f5b-8f66-2c399f205a6eTue, 23 Aug 2022 08:00:00 +0000BombBombOur Human-Centered Communication expert series is back! Listen to our most popular episodes with guests featured in our Wall Street Journal bestseller to pick up perspectives, strategies, and tactics to break through digital pollution and make real,...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 (which originally aired on August 10, 2021), 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.]]>3006falsefull215. Your Personal Brand is Not a Selfish Pursuit w/ Dr. Cindy McGovernhttps://www.spreaker.com/episode/215-your-personal-brand-is-not-a-selfish-pursuit-w-dr-cindy-mcgovern--51904014And your personal brand is directly related to your company’s brand.  
Today’s guest Dr. Cindy McGovern, helps us understand our personal brands and how they can directly coincide with the brands of our companies.  
Hear our conversation with Dr. Cindy McGovern, CEO/First Lady of Sales at Orange Leaf Consulting:
How you can establish your personal brand 
What people are saying about your legacy 
How perfecting your personal brand is not selfish 
How to be proactive in selling your personal brand 


More information about Dr. Cindy McGocvern and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/drcindy/ 
Company Website: https://orangeleafconsulting.com 
Other Relevant Links: New Book: Sell Yourself; United Airlines  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>e9d7ce7d-5762-4865-8f09-4c9f3ce711feTue, 16 Aug 2022 08:00:00 +0000BombBombYou may not realize it but you’re already selling your personal brand to people.   And your personal brand is directly related to your company’s brand.   Today’s guest Dr. Cindy McGovern, helps us understand our personal brands and how they can...And your personal brand is directly related to your company’s brand.  
Today’s guest Dr. Cindy McGovern, helps us understand our personal brands and how they can directly coincide with the brands of our companies.  
Hear our conversation with Dr. Cindy McGovern, CEO/First Lady of Sales at Orange Leaf Consulting:
How you can establish your personal brand 
What people are saying about your legacy 
How perfecting your personal brand is not selfish 
How to be proactive in selling your personal brand 


More information about Dr. Cindy McGocvern and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/drcindy/ 
Company Website: https://orangeleafconsulting.com 
Other Relevant Links: New Book: Sell Yourself; United Airlines  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>3320falsefull214. The WOW Experience: Doing What Others Won’t w/ Corey Sheltonhttps://www.spreaker.com/episode/214-the-wow-experience-doing-what-others-won-t-w-corey-shelton--51904031It’s also underutilized in enhancing the customer experience. 
Today’s guest, Corey Shelton, helps us understand how we should be utilizing the technology we have to improve our customer experience from a digital perspective to gather data that can be utilized into actionable insights and from a direct human perspective.

Hear our conversation with Corey Shelton, SVP of Marketing at Atlantic Coast Mortgage:
How brand and customer experience are intertwined 
How to properly blend tech and humans to improve the customer experience 
When to utilize technology to help scale our customer experience 
Why it is more valuable to know what our customers do not want from us



More information about Corey Shelton and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/thecoreyshelton/ 
Company Website: https://www.atlanticcoastmortgage.com/ 
Other Relevant Links: Alex Kutsishin at Sales Boomerang; Dave Savage at Mortgage Coach



Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>96c19021-ffb5-438d-849f-889b6111597fTue, 09 Aug 2022 08:00:00 +0000BombBombThe amount of technology we have at our fingertips is vast and wide. It’s also underutilized in enhancing the customer experience.  Today’s guest, Corey Shelton, helps us understand how we should be utilizing the technology we have to improve our...It’s also underutilized in enhancing the customer experience. 
Today’s guest, Corey Shelton, helps us understand how we should be utilizing the technology we have to improve our customer experience from a digital perspective to gather data that can be utilized into actionable insights and from a direct human perspective.

Hear our conversation with Corey Shelton, SVP of Marketing at Atlantic Coast Mortgage:
How brand and customer experience are intertwined 
How to properly blend tech and humans to improve the customer experience 
When to utilize technology to help scale our customer experience 
Why it is more valuable to know what our customers do not want from us



More information about Corey Shelton and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/thecoreyshelton/ 
Company Website: https://www.atlanticcoastmortgage.com/ 
Other Relevant Links: Alex Kutsishin at Sales Boomerang; Dave Savage at Mortgage Coach



Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>3170falsefull213. Revenue Acceleration Through Value and Video w/ Edward Golodhttps://www.spreaker.com/episode/213-revenue-acceleration-through-value-and-video-w-edward-golod--51904039
The industry is made of natural learners who gravitate towards using the latest and greatest tools available. 

Today’s guest has used their ability to never stop learning to build a tech driven business to help B2B tech startups with first-in-class sales. 

Hear our conversation with Edward Golod, Founder, CEO, Growth Leader with Data & P&L at Revenue Accelerators:
What three things a tech startup needs to succeed 
How sales is different now from 40 years ago
Why selling to enterprise level C-Suites is so difficult
What the value selling approach means 

More information about Edward Golod and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/edwardgolod 
Company Website: https://www.revenueaccelerators.com/ 
Other Relevant Links: Matt Dixon on LinkedIn; Tony Parinello on LinkedIn 

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>0527ee68-0261-4479-a810-db11fb97ee96Tue, 02 Aug 2022 14:23:06 +0000BombBombIn some businesses, if you’ve been around for 40 plus years, you should probably think about either retiring or getting an educational refresh on the business. In tech, it couldn’t be more different.  The industry is made of natural learners who...
The industry is made of natural learners who gravitate towards using the latest and greatest tools available. 

Today’s guest has used their ability to never stop learning to build a tech driven business to help B2B tech startups with first-in-class sales. 

Hear our conversation with Edward Golod, Founder, CEO, Growth Leader with Data & P&L at Revenue Accelerators:
What three things a tech startup needs to succeed 
How sales is different now from 40 years ago
Why selling to enterprise level C-Suites is so difficult
What the value selling approach means 

More information about Edward Golod and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/edwardgolod 
Company Website: https://www.revenueaccelerators.com/ 
Other Relevant Links: Matt Dixon on LinkedIn; Tony Parinello on LinkedIn 

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>2513falsefull212. Making Happiness A Habit to Improve CX and EX w/ Adrian Brady-Cesanahttps://www.spreaker.com/episode/212-making-happiness-a-habit-to-improve-cx-and-ex-w-adrian-brady-cesana--51904043The “why” behind CX and the importance of is as simple as making happiness a habit. Keeping your team running smoothly so they’re happy and keeping your clients in the know so they’re happy.  
Easier said than done.  
Hear our conversation with Adrian Brady-Cesana, Founder and Chief Experience Officer at CXChronicles:
What the four pillars of customer experience are according to Adrian
Why companies need a dedicated Customer Experience team member
What the challenges are around successful Customer Experience 
How the differences between Customer Success and Customer Experience set themselves apart  


More information about Adrian Brady-Cesana and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/adrianbradycesana 
Company Website: https://cxchronicles.com/ 
Other Relevant Links: CXChronicles Podcast; Master’s in Customer Experience Management at Michigan State; Airbnb 


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>781f3f01-9b27-4558-bbb7-9d9785fb357dThu, 28 Jul 2022 08:00:00 +0000BombBombWhen you’ve been in the business of customer experience for nearly two decades, you’ve seen every interaction of what CX can mean at the individual and corporate level.   The “why” behind CX and the importance of is as simple as making happiness a...The “why” behind CX and the importance of is as simple as making happiness a habit. Keeping your team running smoothly so they’re happy and keeping your clients in the know so they’re happy.  
Easier said than done.  
Hear our conversation with Adrian Brady-Cesana, Founder and Chief Experience Officer at CXChronicles:
What the four pillars of customer experience are according to Adrian
Why companies need a dedicated Customer Experience team member
What the challenges are around successful Customer Experience 
How the differences between Customer Success and Customer Experience set themselves apart  


More information about Adrian Brady-Cesana and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/adrianbradycesana 
Company Website: https://cxchronicles.com/ 
Other Relevant Links: CXChronicles Podcast; Master’s in Customer Experience Management at Michigan State; Airbnb 


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>3391falsefull211. Landing Your First Customer Experience Role w/ Jason Championhttps://www.spreaker.com/episode/211-landing-your-first-customer-experience-role-w-jason-champion--51904016By taking the time to spend time with people to hear them, understand their perspectives and walk the journey of finding their needs, you build a roadmap of creating a culture that translates to satisfied employees who connect with satisfied members.  
Hear our conversation with Jason Champion, Director of Member Experience at NRTC:
Why using employee Enneagrams will change the way leaders communicate
How Jason fell into working in customer experience from sales
What NRTC did to revolutionize member experience during COVID
Where to focus on employee and member experience    


More information about Jason Champion and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/jasonchampion1/ 
Company Website: https://www.nrtc.coop/ 
Other Relevant Links: The Enneagram Institute, John Gates on LinkedIn, Posie Fields Flower Farm, Chick-fil-A  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>d0016232-7988-4091-9266-39d73273d256Tue, 26 Jul 2022 08:00:00 +0000BombBombWhile it may seem simple, member and employee experience is a difficult prospect to manage. There are many personalities, wants and needs to balance.   By taking the time to spend time with people to hear them, understand their perspectives and walk...By taking the time to spend time with people to hear them, understand their perspectives and walk the journey of finding their needs, you build a roadmap of creating a culture that translates to satisfied employees who connect with satisfied members.  
Hear our conversation with Jason Champion, Director of Member Experience at NRTC:
Why using employee Enneagrams will change the way leaders communicate
How Jason fell into working in customer experience from sales
What NRTC did to revolutionize member experience during COVID
Where to focus on employee and member experience    


More information about Jason Champion and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/jasonchampion1/ 
Company Website: https://www.nrtc.coop/ 
Other Relevant Links: The Enneagram Institute, John Gates on LinkedIn, Posie Fields Flower Farm, Chick-fil-A  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>3247falsefull210. Tripling Your Social Media Engagement w/ Kate Bradley Chernishttps://www.spreaker.com/episode/210-tripling-your-social-media-engagement-w-kate-bradley-chernis--51904005Maybe it’s not as hard as you think. 
Take it from somebody whose operations have had an average of 180-240% increase in engagement for customers, boasts a 98% sales conversions and even reigned in an unfathomable 12,000% increase for the likes of monster personality, Gary Vaynerchuk. 
Hear our conversation with Kate Bradley Chernis, CEO at Lately.ai:
How to create fans and evangelists out of customers
What a 98% sales conversion rate leader does
How AI can save you time and money
Who can benefit from AI in their social media  


More information about Kate Bradley Chernis and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/katebradley/ 
Company Website: https://www.lately.ai/ 
Other Relevant Links: Kate Bradley Chernis on Twitter, Lately.ai, Lauren Turow on LinkedIn, Southwest Airlines  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>019e5ddc-1cff-4df4-867e-d595ac9ef0deTue, 19 Jul 2022 08:00:00 +0000BombBombCan you imagine doubling or tripling engagement on your social media?  Maybe it’s not as hard as you think.  Take it from somebody whose operations have had an average of 180-240% increase in engagement for customers, boasts a 98% sales conversions...Maybe it’s not as hard as you think. 
Take it from somebody whose operations have had an average of 180-240% increase in engagement for customers, boasts a 98% sales conversions and even reigned in an unfathomable 12,000% increase for the likes of monster personality, Gary Vaynerchuk. 
Hear our conversation with Kate Bradley Chernis, CEO at Lately.ai:
How to create fans and evangelists out of customers
What a 98% sales conversion rate leader does
How AI can save you time and money
Who can benefit from AI in their social media  


More information about Kate Bradley Chernis and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/katebradley/ 
Company Website: https://www.lately.ai/ 
Other Relevant Links: Kate Bradley Chernis on Twitter, Lately.ai, Lauren Turow on LinkedIn, Southwest Airlines  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>2876falsefull209. Making Marketing More Memorable with Sara Varnihttps://www.spreaker.com/episode/209-making-marketing-more-memorable-with-sara-varni--51904024For SMS marketing, that’s exactly what’s happening… and it’s working. Texting is the latest marketing funnel focused on personalization and data gathering. Its capabilities in getting target audiences to interact is changing the game for brands and marketers.  
Hear our conversation with Sara Varni, CMO at Attentive:
Why SMS texting is the personal and meaningful approach to marketing
How marketing is a long game; not short 
Why building a digital persona is so important to marketing 
What roadblocks are in place for successful digital marketing 


More information about Sara Varni and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/saravarnibright/ 
Company Website: https://www.attentivemobile.com/ 
Other Relevant Links: Sameer Dholakia on LinkedIn; Glossier  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>ee515791-9a38-4e27-870b-3b5bc8f1bf6bTue, 12 Jul 2022 08:00:00 +0000BombBombIt would be different to receive a marketing email asking you to respond with a “1” for more information on a topic. The campaign most likely wouldn’t have the ROI a brand would be looking for.   For SMS marketing, that’s exactly what’s happening… and...For SMS marketing, that’s exactly what’s happening… and it’s working. Texting is the latest marketing funnel focused on personalization and data gathering. Its capabilities in getting target audiences to interact is changing the game for brands and marketers.  
Hear our conversation with Sara Varni, CMO at Attentive:
Why SMS texting is the personal and meaningful approach to marketing
How marketing is a long game; not short 
Why building a digital persona is so important to marketing 
What roadblocks are in place for successful digital marketing 


More information about Sara Varni and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/saravarnibright/ 
Company Website: https://www.attentivemobile.com/ 
Other Relevant Links: Sameer Dholakia on LinkedIn; Glossier  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>2643falsefull208. Moments That Matter In Customer Experience w/ Ethan Beutehttps://www.spreaker.com/episode/208-moments-that-matter-in-customer-experience-w-ethan-beute--51904006How do we differentiate between what matters and what doesn’t?  
It’s about the confluence of competition, commoditization and digital transformation. 
I’m Ethan Beute, Chief Evangelist at BombBomb, here to give you three specific tips on customer experience and focusing on the moments that matter.  
Listen in to this episode to learn about:
 Why moments matter to them, not you
 How the difference between a reactive and proactive approach matters
 What digital transformation means for the acceleration of commoditization  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>e506cf2d-3772-4bca-8a4e-f18fe35c0e41Tue, 05 Jul 2022 08:00:00 +0000BombBombWe go through life with a million different moments that shape who we are, our experiences and how we interact with others.   How do we differentiate between what matters and what doesn’t?   It’s about the confluence of competition, commoditization...How do we differentiate between what matters and what doesn’t?  
It’s about the confluence of competition, commoditization and digital transformation. 
I’m Ethan Beute, Chief Evangelist at BombBomb, here to give you three specific tips on customer experience and focusing on the moments that matter.  
Listen in to this episode to learn about:
 Why moments matter to them, not you
 How the difference between a reactive and proactive approach matters
 What digital transformation means for the acceleration of commoditization  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>1300falsefull207. The Upstream Model for More Referrals w/ Justin Stoddarthttps://www.spreaker.com/episode/207-the-upstream-model-for-more-referrals-w-justin-stoddart--51903987
So how do you make them? A key way to do that is by positioning yourself, and what you’ve built, differently. 

You’ve got to position yourself in a way that is unique and not easily duplicated. Make yourself the valuable commodity of the conversation and then, you have something of value that will bring people in. 

Hear our conversation with Justin Stoddart, Productivity Expert and Founder & CEO at Think Bigger:
Why the difference between doing and becoming is essential 
How to communicate with potential clients to quantify and demonstrate value
What it means to create an upstream business model 
Why solving problems not related to your business excels your business 



More information about Justin Stoddart and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/justinstoddart 
Company Website: https://justinstoddart.com/ 
Other Relevant Links: The Upstream Model 



Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>e127a812-cb7b-4aed-ba51-9f58a6352559Tue, 28 Jun 2022 08:00:00 +0000BombBombIf you build it…they probably won’t come.  So how do you make them? A key way to do that is by positioning yourself, and what you’ve built, differently.  You’ve got to position yourself in a way that is unique and not easily duplicated. Make...
So how do you make them? A key way to do that is by positioning yourself, and what you’ve built, differently. 

You’ve got to position yourself in a way that is unique and not easily duplicated. Make yourself the valuable commodity of the conversation and then, you have something of value that will bring people in. 

Hear our conversation with Justin Stoddart, Productivity Expert and Founder & CEO at Think Bigger:
Why the difference between doing and becoming is essential 
How to communicate with potential clients to quantify and demonstrate value
What it means to create an upstream business model 
Why solving problems not related to your business excels your business 



More information about Justin Stoddart and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/justinstoddart 
Company Website: https://justinstoddart.com/ 
Other Relevant Links: The Upstream Model 



Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>2692falsefull206. Becoming A People-Centered Sales Leader w/ Ni Adesokanhttps://www.spreaker.com/episode/206-becoming-a-people-centered-sales-leader-w-ni-adesokan--51904011Whether you’re in sports, fitness or sales, a leader understands that making personal connections are just as important as the job. And what got you to be No.1 in the game, isn’t necessarily what’s going to help someone else. It’s about human-centered connections and opening yourself up to change.  
Hear our conversation with Ni Adesokan, Senior Manager, Strategic Brands at Affirm:
How to inject being human to automated virtual interactions
Why connecting with your team on a personal level changes the game
What to do when you get pushback from inbound and outbound sales development
Why shifting your mindset going into a leadership position is so important 


More information about Ni Adesokan and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/ni-adesokan-b8ba2481 
Company Website: https://www.affirm.com/ 
Other Relevant Links: Le Nguyen on LinkedIn; John Clavadetscher on LinkedIn; Starbucks 


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>7f99d6df-f21b-47f5-8fa0-fe6b729daa24Tue, 21 Jun 2022 08:00:00 +0000BombBombWhen you move from being a valued member of a team to the leader of a team, there’s a mindset shift that needs to happen.   Whether you’re in sports, fitness or sales, a leader understands that making personal connections are just as important as the...Whether you’re in sports, fitness or sales, a leader understands that making personal connections are just as important as the job. And what got you to be No.1 in the game, isn’t necessarily what’s going to help someone else. It’s about human-centered connections and opening yourself up to change.  
Hear our conversation with Ni Adesokan, Senior Manager, Strategic Brands at Affirm:
How to inject being human to automated virtual interactions
Why connecting with your team on a personal level changes the game
What to do when you get pushback from inbound and outbound sales development
Why shifting your mindset going into a leadership position is so important 


More information about Ni Adesokan and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/ni-adesokan-b8ba2481 
Company Website: https://www.affirm.com/ 
Other Relevant Links: Le Nguyen on LinkedIn; John Clavadetscher on LinkedIn; Starbucks 


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>2731falsefull205. Methods to Manage the Inbox Madness w/ Melissa Gratiashttps://www.spreaker.com/episode/205-methods-to-manage-the-inbox-madness-w-melissa-gratias--51903993Sound familiar?  
The psychology behind the overwhelm of email overload focuses on productivity as a skill, not a personality trait. Today’s guest boils things down to this: unopened emails are unmade decisions.  
The solution is easier than it may seem and based entirely on how you work and thrive.  
Hear our conversation with Melissa Gratias, Owner and Principal of Progress Not Perfection:
How to prioritize progress above perfection
How to discern the difference between effective and efficient
Why your inbox is a train station platform
What tricks can help you achieve a sustainably organized workday 
Which underlying problems keep people from achieving success  


More information about Melissa Gratias and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/melissagratias 
Company Website: https://melissagratias.com/ 
Other Relevant Links: 4 Ways to Estimate How Long a Task Will Take; JenDangelo.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.]]>aaf281b2-7458-49bd-a951-92c93597e310Tue, 14 Jun 2022 08:00:00 +0000BombBombThere are 300 unopened emails in your inbox as of this morning and mentally, you’re starting to shut down.   Sound familiar?   The psychology behind the overwhelm of email overload focuses on productivity as a skill, not a personality trait. Today’s...Sound familiar?  
The psychology behind the overwhelm of email overload focuses on productivity as a skill, not a personality trait. Today’s guest boils things down to this: unopened emails are unmade decisions.  
The solution is easier than it may seem and based entirely on how you work and thrive.  
Hear our conversation with Melissa Gratias, Owner and Principal of Progress Not Perfection:
How to prioritize progress above perfection
How to discern the difference between effective and efficient
Why your inbox is a train station platform
What tricks can help you achieve a sustainably organized workday 
Which underlying problems keep people from achieving success  


More information about Melissa Gratias and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/melissagratias 
Company Website: https://melissagratias.com/ 
Other Relevant Links: 4 Ways to Estimate How Long a Task Will Take; JenDangelo.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.]]>3092falsefull204. What's Wrong With Authenticity? w/ Andrew Brodskyhttps://www.spreaker.com/episode/204-what-s-wrong-with-authenticity-w-andrew-brodsky--51903990What if they're wrong? What if being authentic is not always the best idea? What if — and work with us here — keeping it real is actually the wrong thing to do? 
Listen in on our conversation with Andrew Brodsky, Assistant Professor of Management, McCombs School of Business, The University of Texas at Austin:
How employees come off as authentic in their interactions with customers
Why being authentic isn't always the best
What emotional labor is and why it matters
The best and worst modes of communication for virtual work
Why you aren't as good as you think at reading other people's emotions  


More information about Dr. Huffman and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/andrewsbrodsky/ 
Company Website: https://www.utexas.edu/ 
Other Relevant Links: Dear First Name; ABrodsky.com; Communicating Authentically in a Virtual World (HBR); The Dos and Don’ts of Work Email from Emojis to Typos (HBR); Stephanie Fazio’s Fantasy Books; Alderac Entertainment Group; War Chest  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>65c198fb-be2f-4e09-a497-b1bee42416c0Tue, 07 Jun 2022 08:00:00 +0000BombBombAuthenticity is today's buzzword. "Be authentic!" say all the business gurus.  What if they're wrong? What if being authentic is not always the best idea? What if — and work with us here — keeping it real is actually the wrong thing to do?  Listen in...What if they're wrong? What if being authentic is not always the best idea? What if — and work with us here — keeping it real is actually the wrong thing to do? 
Listen in on our conversation with Andrew Brodsky, Assistant Professor of Management, McCombs School of Business, The University of Texas at Austin:
How employees come off as authentic in their interactions with customers
Why being authentic isn't always the best
What emotional labor is and why it matters
The best and worst modes of communication for virtual work
Why you aren't as good as you think at reading other people's emotions  


More information about Dr. Huffman and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/andrewsbrodsky/ 
Company Website: https://www.utexas.edu/ 
Other Relevant Links: Dear First Name; ABrodsky.com; Communicating Authentically in a Virtual World (HBR); The Dos and Don’ts of Work Email from Emojis to Typos (HBR); Stephanie Fazio’s Fantasy Books; Alderac Entertainment Group; War Chest  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>2574falsefull203. The Unseen Costs of Digital Pollution w/ Ethan Beutehttps://www.spreaker.com/episode/203-the-unseen-costs-of-digital-pollution-w-ethan-beute--51904017I’m Ethan Beute, Chief Evangelist at BombBomb, here to give you two specific cautions about operating in a digitally polluted environment. Listen in to this episode to learn about:
What digital pollution is
What the three types of digital pollution are
How we should view consequential pollution
How personalization can cut through some pollution
Why human-centered communication is an antidote to digital pollution  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>8ddfb5c4-bda2-46e2-95d0-e8ab833b10a3Thu, 02 Jun 2022 08:00:00 +0000BombBombDigital pollution is unwelcome digital distractions that slow us down, confuse, frustrate, and annoy us, and sometimes even threaten us. If it’s not the right message for the right audience at the right time, it’s probably digital pollution — and...I’m Ethan Beute, Chief Evangelist at BombBomb, here to give you two specific cautions about operating in a digitally polluted environment. Listen in to this episode to learn about:
What digital pollution is
What the three types of digital pollution are
How we should view consequential pollution
How personalization can cut through some pollution
Why human-centered communication is an antidote to digital pollution  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>1235falsefull202. The Death of Distance in a Digitally Polluted World w/ Dr. Erik Huffmanhttps://www.spreaker.com/episode/202-the-death-of-distance-in-a-digitally-polluted-world-w-dr-erik-huffman--51904015We all can be reached anytime, anywhere. What does the Death of Distance do to us psychologically? What does it do to our safety? 
Hear our conversation with Dr. Erik J. Huffman, Director of Information Technology at BombBomb:
How the digital environment has changed our concept of “customer”
What cyberpsychology is and why it matters
What impact digital pollution and the death of distance have
Why cybersecurity is growing so much and needs to grow even more
Why Erik launched MiC Club and the state of diversity in cyber  


More information about Dr. Huffman and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/dr-erik-j-huffman-5a187438/  
Company Website: https://bombbomb.com/  
Other Relevant Links: Dr. Erik J. Huffman: The Making of a Cyber Victim, Human Hacking: The Psychology Behind Cybersecurity, Cyberpsychology | TED Talk   


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>da84b9ca-fa8e-4ced-aac1-e4d9edb17285Tue, 31 May 2022 08:00:00 +0000BombBombNobody is far away or out of reach anymore, not in the digital environment. Welcome to the Death of Distance.   We all can be reached anytime, anywhere. What does the Death of Distance do to us psychologically? What does it do to our safety?  Hear our...We all can be reached anytime, anywhere. What does the Death of Distance do to us psychologically? What does it do to our safety? 
Hear our conversation with Dr. Erik J. Huffman, Director of Information Technology at BombBomb:
How the digital environment has changed our concept of “customer”
What cyberpsychology is and why it matters
What impact digital pollution and the death of distance have
Why cybersecurity is growing so much and needs to grow even more
Why Erik launched MiC Club and the state of diversity in cyber  


More information about Dr. Huffman and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/dr-erik-j-huffman-5a187438/  
Company Website: https://bombbomb.com/  
Other Relevant Links: Dr. Erik J. Huffman: The Making of a Cyber Victim, Human Hacking: The Psychology Behind Cybersecurity, Cyberpsychology | TED Talk   


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>3437falsefull201. Neural Coupling and Better Listening w/ Robyn LaVassaurhttps://www.spreaker.com/episode/201-neural-coupling-and-better-listening-w-robyn-lavassaur--51904037During the past year Robyn LaVassaur, Executive Vice President of Sales at Summit Funding, went from local sales production … to national sales leadership. 
Hear my conversation with Robyn as we discuss:
How to ask better questions to serve your customers
How she leaped to the top of the mortgage  
How neural-coupling assists in better conversation
Why problem-solving leads to career success
How to set boundaries to balance family and work     


More information about Robyn and today’s topics:
Robyn LaVassaur on LinkedIn 
Robyn LaVassaur at Summit Funding 
PeakInsideSummit.com 
Chewy.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.]]>615766a9-1554-45c5-969e-1458d26c2b7fTue, 24 May 2022 09:00:00 +0000BombBombLearning from the best. When someone rapidly leaps to the top of their field, you know there are plenty of insights to glean.   During the past year Robyn LaVassaur, Executive Vice President of Sales at Summit Funding, went from local sales production...During the past year Robyn LaVassaur, Executive Vice President of Sales at Summit Funding, went from local sales production … to national sales leadership. 
Hear my conversation with Robyn as we discuss:
How to ask better questions to serve your customers
How she leaped to the top of the mortgage  
How neural-coupling assists in better conversation
Why problem-solving leads to career success
How to set boundaries to balance family and work     


More information about Robyn and today’s topics:
Robyn LaVassaur on LinkedIn 
Robyn LaVassaur at Summit Funding 
PeakInsideSummit.com 
Chewy.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.]]>3182falsefull200. Episode 200! The EX Takes Mixtapehttps://www.spreaker.com/episode/200-episode-200-the-ex-takes-mixtape--51904013Hear EX-themed highlights with these guests of The Customer Experience Podcast:
Stacy Sherman, VP of Agent and Customer Experience at Liveops
Brittany Hodak, Keynote Speaker, Author, and Superfan Strategist
Elizabeth Dixon, Speaker on Strategy, Innovation, and CX; Principal Lead of Strategy, Hospitality, & Service Design at Chick-fil-A
Mark Schaefer, Speaker and Author of Marketing Rebellion
Sue Woodard, Speaker and Mortgage and FinTech Evangelist
Shep Hyken, Customer Service and Customer Experience Expert
Lisa Earle McLeod, Speaker and Author of Selling with Noble Purpose
Andrea Morter, VP of Sales Ops at Get Beyond
John Belizaire, CEO at Soluna Computing; Founder and Managing Editor at CEO Playbook
Kristie Ornelas, VP of Customer Experience Marketing and Communications at Cisco
Ernest Owusu, Senior Dir ector of Sales Development at 6sense
Jacco van der Kooij, Founder at Winning by Design  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>2202e606-995c-4364-a60d-e14752fb65e2Tue, 17 May 2022 08:00:00 +0000BombBombIt’s episode 200 — and we’re celebrating the milestone with 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: Stacy Sherman, VP of Agent...Hear EX-themed highlights with these guests of The Customer Experience Podcast:
Stacy Sherman, VP of Agent and Customer Experience at Liveops
Brittany Hodak, Keynote Speaker, Author, and Superfan Strategist
Elizabeth Dixon, Speaker on Strategy, Innovation, and CX; Principal Lead of Strategy, Hospitality, & Service Design at Chick-fil-A
Mark Schaefer, Speaker and Author of Marketing Rebellion
Sue Woodard, Speaker and Mortgage and FinTech Evangelist
Shep Hyken, Customer Service and Customer Experience Expert
Lisa Earle McLeod, Speaker and Author of Selling with Noble Purpose
Andrea Morter, VP of Sales Ops at Get Beyond
John Belizaire, CEO at Soluna Computing; Founder and Managing Editor at CEO Playbook
Kristie Ornelas, VP of Customer Experience Marketing and Communications at Cisco
Ernest Owusu, Senior Dir ector of Sales Development at 6sense
Jacco van der Kooij, Founder at Winning by Design  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.]]>2283falsefull199. Get Human Insights Through User Testing w/ Janelle Esteshttps://www.spreaker.com/episode/199-get-human-insights-through-user-testing-w-janelle-estes--51904025And user testing has become increasingly important as a resource for fine-tuning the customer experience.  
It’s a marriage between UX and CX … and today’s guest brings nearly 20 years of experience as a CX leader, strategist, and practitioner who’s designed and conducted hundreds of studies. 
Hear my conversation with Janelle Estes, Chief Insights Officer at UserTesting and author of the book: User Tested: How The World’s Top Companies Use Human Insight to Create Great Experiences as we discuss: 
How UX and CX play together 
Why user testing is a unique solution to gaining human insights 
Why UX is finally gaining traction 
What types of user testing are effective 
How to get started collaborating around the customer journey 
More information about Janelle and today’s topics:
Janelle Estes on LinkedIn 
UserTesting.com 
UserTested 
Don’t Make Me Think 
Outside In  


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.]]>fdbe02c5-5f9e-4d30-b201-cd81e3c2f2fdTue, 10 May 2022 08:00:00 +0000BombBombWhen it comes to customer data, context is king.   And user testing has become increasingly important as a resource for fine-tuning the customer experience.   It’s a marriage between UX and CX … and today’s guest brings nearly 20 years of experience...And user testing has become increasingly important as a resource for fine-tuning the customer experience.  
It’s a marriage between UX and CX … and today’s guest brings nearly 20 years of experience as a CX leader, strategist, and practitioner who’s designed and conducted hundreds of studies. 
Hear my conversation with Janelle Estes, Chief Insights Officer at UserTesting and author of the book: User Tested: How The World’s Top Companies Use Human Insight to Create Great Experiences as we discuss: 
How UX and CX play together 
Why user testing is a unique solution to gaining human insights 
Why UX is finally gaining traction 
What types of user testing are effective 
How to get started collaborating around the customer journey 
More information about Janelle and today’s topics:
Janelle Estes on LinkedIn 
UserTesting.com 
UserTested 
Don’t Make Me Think 
Outside In  


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.]]>3088falsefull198. Sell It Like A Mango for Better B2B Sales w/ Donald Kellyhttps://www.spreaker.com/episode/198-sell-it-like-a-mango-for-better-b2b-sales-w-donald-kelly--51904041In this episode, I interview Donald Kelly , Founder and Chief Sales Evangelist at The Sales Evangelist and author of Sell It Like A Mango: A New Seller’s Guide to Closing More Deals , about the best practices when it comes to training-up a successful sales organization in today’s marketplace.  
Donald and I also talked about:
How CX represents the buyer’s whole journey
Why it’s important to use a cohort approach in sales
What mindset helps to overcome fear in sales
How to achieve pipeline accuracy
How hosting your own podcast adds value   


Check out these resources we mentioned:
Donald C. Kelly on LinkedIn 
Donald C. Kelly on Instagram 
TheSalesEvangelist.com 
Sell It Like A Mango 
Logitech 
Apple  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts , and find more episodes on our blog.]]>4f5eaea9-252c-47a7-b801-2155135b2a3dTue, 03 May 2022 09:00:00 +0000BombBombHow does selling mangoes from a Jamaican street cart lead to skyrocketing success in today’s B2B sales environment?    In this episode, I interview Donald Kelly , Founder and Chief Sales Evangelist at The Sales Evangelist and author of Sell It Like...In this episode, I interview Donald Kelly , Founder and Chief Sales Evangelist at The Sales Evangelist and author of Sell It Like A Mango: A New Seller’s Guide to Closing More Deals , about the best practices when it comes to training-up a successful sales organization in today’s marketplace.  
Donald and I also talked about:
How CX represents the buyer’s whole journey
Why it’s important to use a cohort approach in sales
What mindset helps to overcome fear in sales
How to achieve pipeline accuracy
How hosting your own podcast adds value   


Check out these resources we mentioned:
Donald C. Kelly on LinkedIn 
Donald C. Kelly on Instagram 
TheSalesEvangelist.com 
Sell It Like A Mango 
Logitech 
Apple  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts , and find more episodes on our blog.]]>3267falsefull197. The Increasing Value of Human-To-Human Moments w/ Ethan Beutehttps://www.spreaker.com/episode/197-the-increasing-value-of-human-to-human-moments-w-ethan-beute--51903997As we move forward in time, human-to-human interactions are going to become more rare and therefore more valuable.  
I’m Ethan Beute , Chief Evangelist at BombBomb , host of The Customer Experience Podcast , and recently coauthor of the Wall Street Journal bestseller Human-Centered Communication , together with Stephen Pacinelli . Listen in today to learn about why human-to-human moments triumph over commoditization and how to balance the tech touch with the human touch. 
In this episode, I contextualize and share a short passage from a 90-minute interview with me, Steve, and Mathew Sweezey , marketing futurist at Salesforce, during our research for Human-Centered Communication.  
Here are some thoughts from the episode:
Why the power of human-to-human moments increases as we get more digital
The proportion of rarity and value in human moments
Why humans are differentiators in sales and CX
How video messages beat the competition for attention
What Mat Sweezey’s take is on noise, pollution, and trust  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , 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.]]>7e67e4d4-f35a-4595-a0bc-d8e98d42818dThu, 28 Apr 2022 09:00:00 +0000BombBombThe human experience is becoming increasingly more valuable.   As we move forward in time, human-to-human interactions are going to become more rare and therefore more valuable.   I’m Ethan Beute , Chief Evangelist at BombBomb , host of The Customer...As we move forward in time, human-to-human interactions are going to become more rare and therefore more valuable.  
I’m Ethan Beute , Chief Evangelist at BombBomb , host of The Customer Experience Podcast , and recently coauthor of the Wall Street Journal bestseller Human-Centered Communication , together with Stephen Pacinelli . Listen in today to learn about why human-to-human moments triumph over commoditization and how to balance the tech touch with the human touch. 
In this episode, I contextualize and share a short passage from a 90-minute interview with me, Steve, and Mathew Sweezey , marketing futurist at Salesforce, during our research for Human-Centered Communication.  
Here are some thoughts from the episode:
Why the power of human-to-human moments increases as we get more digital
The proportion of rarity and value in human moments
Why humans are differentiators in sales and CX
How video messages beat the competition for attention
What Mat Sweezey’s take is on noise, pollution, and trust  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , 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.]]>861falsefull196. Edumarketing: More Teaching, Less Selling w/ Ginger Bellhttps://www.spreaker.com/episode/196-edumarketing-more-teaching-less-selling-w-ginger-bell--51904003Today’s guest, an edumarketing expert, teaches sales through education. 
Hear my conversation with Ginger Bell, Founder at Edumarketing:
How to extend customer experience to people who aren’t your customers
Why education is better than sales
What mindset shift will enable you to become an educator
How to use video in edumarketing
How to get started sharing your expertise with customers  


More information about Ginger and today’s topics:
Ginger Bell on LinkedIn 
Edumarketing.com 
Sue Woodard on LinkedIn 
Archer Hotel Austin  


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.]]>c7300895-56eb-4c46-9ace-b77d944e9c93Tue, 26 Apr 2022 09:00:00 +0000BombBombNobody wants to be sold to. Nobody. But nearly all of us are open to learning something helpful.  Today’s guest, an edumarketing expert, teaches sales through education.  Hear my conversation with Ginger Bell, Founder at Edumarketing: How to extend...Today’s guest, an edumarketing expert, teaches sales through education. 
Hear my conversation with Ginger Bell, Founder at Edumarketing:
How to extend customer experience to people who aren’t your customers
Why education is better than sales
What mindset shift will enable you to become an educator
How to use video in edumarketing
How to get started sharing your expertise with customers  


More information about Ginger and today’s topics:
Ginger Bell on LinkedIn 
Edumarketing.com 
Sue Woodard on LinkedIn 
Archer Hotel Austin  


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.]]>2986falsefull195. Customer Voice and Sentiment Analysis w/ Luis Angel-Lalannehttps://www.spreaker.com/episode/195-customer-voice-and-sentiment-analysis-w-luis-angel-lalanne--51904007We take a deep dive into customer surveys and look at how Amex uses the latest technology to collect and distill relevant data.   
In this episode, I interview Luis Angel Lalanne , Vice President, Customer Voice at American Express , about improving customer listening using technological tools that allow for higher quality customer feedback. 
Lewis and I also talked about:
How Amex handles CX internally 
Best practices for executing customer surveys for high quality data 
A playbook on balancing and processing qualitative and quantitative feedback
Using NLP to uncover patterns from customer surveys 
What implementing new CX technology looks like at Amex   


Check out these resources we mentioned during the podcast:
Luis Angel Lalanne  
American Express  
University of Michigan 
USAA 
Lippincott Human Era Index  
Sea Scouts  


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.]]>016d7fbe-587d-4702-ac99-a6ba2c4abdd3Tue, 19 Apr 2022 09:00:00 +0000BombBombHow does an iconic brand like Amex evolve to stay connected to their customers? By driving their CX Experience with innovation.    We take a deep dive into customer surveys and look at how Amex uses the latest technology to collect and distill...We take a deep dive into customer surveys and look at how Amex uses the latest technology to collect and distill relevant data.   
In this episode, I interview Luis Angel Lalanne , Vice President, Customer Voice at American Express , about improving customer listening using technological tools that allow for higher quality customer feedback. 
Lewis and I also talked about:
How Amex handles CX internally 
Best practices for executing customer surveys for high quality data 
A playbook on balancing and processing qualitative and quantitative feedback
Using NLP to uncover patterns from customer surveys 
What implementing new CX technology looks like at Amex   


Check out these resources we mentioned during the podcast:
Luis Angel Lalanne  
American Express  
University of Michigan 
USAA 
Lippincott Human Era Index  
Sea Scouts  


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.]]>2850falsefull194. Winning Digital Customers w/ Howard Tierskyhttps://www.spreaker.com/episode/194-winning-digital-customers-w-howard-tiersky--51904054How should our customer-centricity change when we want to win digital customers? 
In this episode, I interview Howard Tiersky , CEO at FROM, The Digital Transformation Agency and author of Winning Digital Customers , about emphasizing customer experience during digital transformation. 
Howard and I also talked about:
What the three key elements of customer experience are
Why you need an ambitious vision for digital transformation
How to love your customers — and earn their love
What the role of values are in digital branding
How to temper the pace of change with customer-centricity    


Check out these resources we mentioned:
Howard Tiersky on LinkedIn 
Winning Digital Customers 
FROM, The Digital Transformation Agency 
Tony Robbins 
Bulk Reef Supply  


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.]]>f1c3ae28-d32f-479b-a2d8-86be27014912Tue, 12 Apr 2022 09:00:00 +0000BombBombWe could call it customer experience. Or we could call it love.  How should our customer-centricity change when we want to win digital customers?  In this episode, I interview Howard Tiersky , CEO at FROM, The Digital Transformation Agency and author...How should our customer-centricity change when we want to win digital customers? 
In this episode, I interview Howard Tiersky , CEO at FROM, The Digital Transformation Agency and author of Winning Digital Customers , about emphasizing customer experience during digital transformation. 
Howard and I also talked about:
What the three key elements of customer experience are
Why you need an ambitious vision for digital transformation
How to love your customers — and earn their love
What the role of values are in digital branding
How to temper the pace of change with customer-centricity    


Check out these resources we mentioned:
Howard Tiersky on LinkedIn 
Winning Digital Customers 
FROM, The Digital Transformation Agency 
Tony Robbins 
Bulk Reef Supply  


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.]]>3121falsefull193. The Culture of Innovation vs The Work of Innovation w/ Lee Jelenichttps://www.spreaker.com/episode/193-the-culture-of-innovation-vs-the-work-of-innovation-w-lee-jelenic--51904000In this episode, I interview Lee Jelenic , Chief Innovation Officer at United Wholesale Mortgage , about living out the six pillars of his company by committing to continual improvement and preserving the human touch. 
Lee and I talked about:
- How positive client experience helps to cut through the noise
- Why “client” signifies a longer-term relationship than “customer”
- What guiding philosophy led to growth from 2K to 8K team members
- How the value of innovation is expressed throughout the company
- Where humans and tech should intersect 
Check out these resources we mentioned:
- Lee Jelenic on LinkedIn 
- UWM.com 
- FindAMortgageBroker.com 
- Mat Ishbia on LinkedIn 
- Mark Fields on LinkedIn 
- Jim Farley on LinkedIn 
- Delta Airlines 
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.]]>5ab096b2-4e11-41f0-b422-e20a4d2fe575Wed, 06 Apr 2022 16:00:00 +0000BombBombHow do you operationalize innovation? One way is to build innovation into the company culture by incentivizing ideas.   In this episode, I interview Lee Jelenic , Chief Innovation Officer at United Wholesale Mortgage , about living out the six pillars...In this episode, I interview Lee Jelenic , Chief Innovation Officer at United Wholesale Mortgage , about living out the six pillars of his company by committing to continual improvement and preserving the human touch. 
Lee and I talked about:
- How positive client experience helps to cut through the noise
- Why “client” signifies a longer-term relationship than “customer”
- What guiding philosophy led to growth from 2K to 8K team members
- How the value of innovation is expressed throughout the company
- Where humans and tech should intersect 
Check out these resources we mentioned:
- Lee Jelenic on LinkedIn 
- UWM.com 
- FindAMortgageBroker.com 
- Mat Ishbia on LinkedIn 
- Mark Fields on LinkedIn 
- Jim Farley on LinkedIn 
- Delta Airlines 
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.]]>2740falsefull192. Today’s Path to Tomorrow’s Revenue w/ Ethan Beutehttps://www.spreaker.com/episode/192-today-s-path-to-tomorrow-s-revenue-w-ethan-beute--51904029I’m Ethan Beute, Chief Evangelist at BombBomb and host of The Customer Experience Podcast.
In this episode, I share four takeaways answering that question, which I learned from researching the Wall Street Journal bestselling book Human-Centered Communicationwith Steve Pacinelli. My presentation includes clips from several of the experts we featured, including Lauren Bailey, Shep Hyken, Dan Hill PhD, Mario Martinez Jr., Morgan J Ingram, Julie Hansen, and Adam Contos.
Listen to how to turn today’s path into tomorrow’s revenue with human-centered communication techniques:
Restore human emotion to our impoverished experiences online
Balance the tech touch and the human touch
Focus on outcomes, not systems, processes, or goals
Value the immeasurable   


Resources:
See the full presentation with visuals here: https://youtu.be/bqtVXvJOeT0  


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.]]>fbaef7ab-5105-4c10-8ac9-fe10a4e7daacTue, 05 Apr 2022 22:08:32 +0000BombBombWhat can we learn from a deep dive into connecting, communicating, and converting more effectively — despite the challenges of digital, virtual, and online spaces — from people who are out there doing it every single day? I’m Ethan Beute, Chief...I’m Ethan Beute, Chief Evangelist at BombBomb and host of The Customer Experience Podcast.
In this episode, I share four takeaways answering that question, which I learned from researching the Wall Street Journal bestselling book Human-Centered Communicationwith Steve Pacinelli. My presentation includes clips from several of the experts we featured, including Lauren Bailey, Shep Hyken, Dan Hill PhD, Mario Martinez Jr., Morgan J Ingram, Julie Hansen, and Adam Contos.
Listen to how to turn today’s path into tomorrow’s revenue with human-centered communication techniques:
Restore human emotion to our impoverished experiences online
Balance the tech touch and the human touch
Focus on outcomes, not systems, processes, or goals
Value the immeasurable   


Resources:
See the full presentation with visuals here: https://youtu.be/bqtVXvJOeT0  


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.]]>2342falsefull191. Operationalizing Love for Customers & Employees w/ Sue Woodardhttps://www.spreaker.com/episode/191-operationalizing-love-for-customers-employees-w-sue-woodard--51904010In this episode, I speak with Sue Woodard , Senior Advisor at STRATMOR Group, about how to operationalize love for CX and EX.  
Sue and I talked about:
- Why CX is your customer’s perceptions of your brand
- Whether CX is a team or a culture
- What the EX-CX connection has to do with humanizing businesses
- What it means to operationalize love
- How to start using video (even if you look funny on screen) 
Check out these resources we mentioned:
- Sue Woodard on LinkedIn 
- Rob Abele on LinkedIn 
- Harley Davidson 
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.]]>9709295e-4d40-4f4f-9dad-67886f2192feTue, 29 Mar 2022 09:00:00 +0000BombBombToday’s guest says that love is a competitive advantage. Kindness, compassion, collaboration, empathy, and especially love are all good things in business both for customers and for employees.  In this episode, I speak with Sue Woodard , Senior...In this episode, I speak with Sue Woodard , Senior Advisor at STRATMOR Group, about how to operationalize love for CX and EX.  
Sue and I talked about:
- Why CX is your customer’s perceptions of your brand
- Whether CX is a team or a culture
- What the EX-CX connection has to do with humanizing businesses
- What it means to operationalize love
- How to start using video (even if you look funny on screen) 
Check out these resources we mentioned:
- Sue Woodard on LinkedIn 
- Rob Abele on LinkedIn 
- Harley Davidson 
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.]]>2751falsefull190. 3 Elements of Customer-Led Growth w/ Chris Hickenhttps://www.spreaker.com/episode/190-3-elements-of-customer-led-growth-w-chris-hicken--51904055In this episode, I speak with two-time Customer Experience Podcast guest Chris Hicken , Co-Founder and CEO at ‘nuffsaid , about the three elements of customer-led growth and their reliance on superior CX 
Chris talked with me about:
- What three things customer-led growth companies do
- Which of the four types of data to prioritize and why
- How the philosophy of customer-led growth originated
- What influence video has in creating value for customers
- How to start collecting data on customer value 
Check out these resources we mentioned during the podcast:
- ‘nuffsaid Magazine 
- Chris Hicken on LinkedIn 
- The Rule of 40 
- Dave Garr on LinkedIn 
- Darrell Benatar on LinkedIn 
- Gong.io 
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.]]>78b550a0-00ef-47c0-8c95-6adc5e553a8eTue, 22 Mar 2022 09:00:00 +0000BombBombProduct-led growth is a great strategy… for about 5% of B2B companies. The other 95% should adopt customer-led growth.   In this episode, I speak with two-time Customer Experience Podcast guest Chris Hicken , Co-Founder and CEO at ‘nuffsaid , about...In this episode, I speak with two-time Customer Experience Podcast guest Chris Hicken , Co-Founder and CEO at ‘nuffsaid , about the three elements of customer-led growth and their reliance on superior CX 
Chris talked with me about:
- What three things customer-led growth companies do
- Which of the four types of data to prioritize and why
- How the philosophy of customer-led growth originated
- What influence video has in creating value for customers
- How to start collecting data on customer value 
Check out these resources we mentioned during the podcast:
- ‘nuffsaid Magazine 
- Chris Hicken on LinkedIn 
- The Rule of 40 
- Dave Garr on LinkedIn 
- Darrell Benatar on LinkedIn 
- Gong.io 
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.]]>2812falsefull189. Human Connection at the Heart of Sales w/ Dr. Cindy McGovernhttps://www.spreaker.com/episode/189-human-connection-at-the-heart-of-sales-w-dr-cindy-mcgovern--51904044True listening is looking at the 360° view of what’s happening. 
In this episode, I speak with Dr. Cindy McGovern , CEO at Orange Leaf Consulting and author of Every Job Is a Sales Job , about using listening and presence to design a customer experience that customers want to tell others about. 
Dr. Cindy and I talked about:
- How to turn non-salespeople into salespeople
- What it means to realize that selling means helping
- Why you should be proactive about creating moments that matter
- What Dr. Cindy’s 5-step sales process is
- How to use video to create meaningful sales connection 
Check out these resources we mentioned during the podcast:
- Dr Cindy McGovern on LinkedIn 
- Every Job Is A Sales Job 
- Orange Leaf Consulting 
- United Airlines 
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , Google Play , or Google Podcasts , and find more episodes on our]]>67205d1e-6205-422b-9979-76a5fbbd7577Tue, 15 Mar 2022 09:00:00 +0000BombBombListening is the secret to selling anything — but most of us don’t listen the right way, even though all of us are in sales roles (yes, all of us).  True listening is looking at the 360° view of what’s happening.  In this episode, I speak with Dr....True listening is looking at the 360° view of what’s happening. 
In this episode, I speak with Dr. Cindy McGovern , CEO at Orange Leaf Consulting and author of Every Job Is a Sales Job , about using listening and presence to design a customer experience that customers want to tell others about. 
Dr. Cindy and I talked about:
- How to turn non-salespeople into salespeople
- What it means to realize that selling means helping
- Why you should be proactive about creating moments that matter
- What Dr. Cindy’s 5-step sales process is
- How to use video to create meaningful sales connection 
Check out these resources we mentioned during the podcast:
- Dr Cindy McGovern on LinkedIn 
- Every Job Is A Sales Job 
- Orange Leaf Consulting 
- United Airlines 
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , Google Play , or Google Podcasts , and find more episodes on our]]>3037falsefull188. Aligning Sales, Marketing, and Customer Success Under a CRO w/ Sterling Snowhttps://www.spreaker.com/episode/188-aligning-sales-marketing-and-customer-success-under-a-cro-w-sterling-snow--51904033In this episode, I interview Sterling Snow , Chief Revenue Officer at Divvy | Inc. , about customer experience, how he’s been able to achieve alignment with his company, and tips for the listeners looking to do the same.  
Sterling talked with me about:
- The rise of customer experience and who’s responsible for it
- Divvy’s ideal customer & the problems it solves
- Segmenting resources to customers of differing size & advice to listeners
- The feedback loop: bringing sales & marketing together
- The internal communication needed to create alignment
- Pros & cons the listeners should be aware of around company alignment 
Check out these resources we mentioned during the podcast:
- Sterling Snow on LinkedIn 
- Sterling Snow on Twitter 
- Divvy 
- Woody Klemetson on LinkedIn 
- Calendly 
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.]]>0ae933f6-57e5-41d8-82c1-2322f223b68eTue, 08 Mar 2022 09:00:00 +0000BombBombIf customer experience is important to your company, you won’t achieve it without alignment between sales & marketing. Any interaction your customers have with your business can make or break that relationship.   In this episode, I interview Sterling...In this episode, I interview Sterling Snow , Chief Revenue Officer at Divvy | Inc. , about customer experience, how he’s been able to achieve alignment with his company, and tips for the listeners looking to do the same.  
Sterling talked with me about:
- The rise of customer experience and who’s responsible for it
- Divvy’s ideal customer & the problems it solves
- Segmenting resources to customers of differing size & advice to listeners
- The feedback loop: bringing sales & marketing together
- The internal communication needed to create alignment
- Pros & cons the listeners should be aware of around company alignment 
Check out these resources we mentioned during the podcast:
- Sterling Snow on LinkedIn 
- Sterling Snow on Twitter 
- Divvy 
- Woody Klemetson on LinkedIn 
- Calendly 
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.]]>2278falsefull187. Creating a Collaborative Coaching Culture w/ Andrea Morterhttps://www.spreaker.com/episode/187-creating-a-collaborative-coaching-culture-w-andrea-morter--519039991. Hold a mirror up to your own behavior in constant self-evaluation
2. Coach people into the growth they want, not the growth that you want
In this episode, I interview Andrea Morter, VP of Sales at Get Beyond, about being a leader whose coaching style helps others achieve.
Andrea talked with me about:
Why CX means keeping your promises
How local and remote work communities intersect
Why the business advocate position is a better, stronger sales role
How to get started as a coaching leader
What the ongoing mindset of a coach looks like 


Check out these resources we mentioned during the podcast:
Andrea Morter on LinkedIn
Dare to Lead
Radical Candor
Coaching Salespeople to Sales Champions
Thursday Night Sales 


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.]]>f79325e0-c733-4142-bb1f-4f7f5192079aTue, 01 Mar 2022 07:15:00 +0000BombBombWhat two things does a leader who cares about coaching do? 1. Hold a mirror up to your own behavior in constant self-evaluation 2. Coach people into the growth they want, not the growth that you want In this episode, I interview Andrea Morter, VP of...1. Hold a mirror up to your own behavior in constant self-evaluation
2. Coach people into the growth they want, not the growth that you want
In this episode, I interview Andrea Morter, VP of Sales at Get Beyond, about being a leader whose coaching style helps others achieve.
Andrea talked with me about:
Why CX means keeping your promises
How local and remote work communities intersect
Why the business advocate position is a better, stronger sales role
How to get started as a coaching leader
What the ongoing mindset of a coach looks like 


Check out these resources we mentioned during the podcast:
Andrea Morter on LinkedIn
Dare to Lead
Radical Candor
Coaching Salespeople to Sales Champions
Thursday Night Sales 


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.]]>2899falsefull186. 3 Moments to Send a Video Instead of Typed-Out Text w/ Ethan Beutehttps://www.spreaker.com/episode/186-3-moments-to-send-a-video-instead-of-typed-out-text-w-ethan-beute--51904009I’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. Listen in today to learn about increasing confidence, connection, and clarity by mixing video messages into the rest of our digital communication at three key moments.
Here are some thoughts from the episode:
Plain black text doesn’t differentiate us as humans
Video enhances these three moments that matter:
#1 Video for personal connection
#2 Video for emotion and tone
#3 Video for detail or complexity  


Check out these resources:
Human-Centered Communication
Rehumanize Your Business
The Video Adoption Guide
Examples and Resources  


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.]]>5e6ec241-3cc6-4331-b8ea-fad95a09477fThu, 24 Feb 2022 07:30:00 +0000BombBombYou want to send video messages because you know that personal connection matters. Here are three ideal moments for using video to help you start. I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of...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. Listen in today to learn about increasing confidence, connection, and clarity by mixing video messages into the rest of our digital communication at three key moments.
Here are some thoughts from the episode:
Plain black text doesn’t differentiate us as humans
Video enhances these three moments that matter:
#1 Video for personal connection
#2 Video for emotion and tone
#3 Video for detail or complexity  


Check out these resources:
Human-Centered Communication
Rehumanize Your Business
The Video Adoption Guide
Examples and Resources  


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.]]>965falsefull185. Equipping and Empowering People to Deliver Differentiating CX w/ Jim Hardemanhttps://www.spreaker.com/episode/185-equipping-and-empowering-people-to-deliver-differentiating-cx-w-jim-hardeman--51904018It’s customer experience that is the biggest and best differentiator — and employees are the real drivers of CX.
In this episode, I interview Jim Hardeman, Chief Marketing Officer and Chief Product Officer at CMX, about empowering employees to deliver quality CX using technological tools that foster innovation.
Jim and I also talked about:
What the definition of superior operational execution is
Why brands that focus on employees provide great CX
How technology should empower humans to achieve quality
What to measure and how to measure it
Why relationship building is the key to understanding customers 


Check out these resources we mentioned during the podcast:
Jim Hardeman on LinkedIn
CMX
Daryle DeBalski on LinkedIn
Qualified.com
Lexus of Chattanooga 


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.]]>6ee16470-9cb1-46e4-a8ed-4d939b1ec1bbTue, 22 Feb 2022 07:30:00 +0000BombBombWhat is your company’s way to play? Put another way, how do you differentiate yourself? It’s customer experience that is the biggest and best differentiator — and employees are the real drivers of CX. In this episode, I interview Jim Hardeman, Chief...It’s customer experience that is the biggest and best differentiator — and employees are the real drivers of CX.
In this episode, I interview Jim Hardeman, Chief Marketing Officer and Chief Product Officer at CMX, about empowering employees to deliver quality CX using technological tools that foster innovation.
Jim and I also talked about:
What the definition of superior operational execution is
Why brands that focus on employees provide great CX
How technology should empower humans to achieve quality
What to measure and how to measure it
Why relationship building is the key to understanding customers 


Check out these resources we mentioned during the podcast:
Jim Hardeman on LinkedIn
CMX
Daryle DeBalski on LinkedIn
Qualified.com
Lexus of Chattanooga 


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.]]>2664falsefull184. Holding Curious Conversations to Hear the Voice of the Customer w/ Tonya Bjurstromhttps://www.spreaker.com/episode/184-holding-curious-conversations-to-hear-the-voice-of-the-customer-w-tonya-bjurstrom--51904046In this episode, I speak with Tonya Bjurstrom, Voice of the Customer and Founder at Dirby, about elevating the experience of your customers by, well, asking them about it.
Tonya and I talked about:
Why the voice of the customer touches every part of your organization
What it means to cultivate curiosity about your own business
Why customers often provide better feedback in conversations
How KDIs (key desired insights) and KPIs overlap
How to embrace the vulnerability of human conversation  


Check out these resources we mentioned:
Dirby Solutions
Tonya Bjurstrom on LinkedIn
Lori Richardson on LinkedIn
Chewy.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.]]>1ed54118-d8c4-4971-a2e7-2109a0423cd6Tue, 15 Feb 2022 07:45:00 +0000BombBombMany organizations work hard to support their customers, but they don’t hold freeform, high-touch, one-on-one conversations with customers. Why? It makes everyone feel vulnerable. In this episode, I speak with Tonya Bjurstrom, Voice of the Customer...In this episode, I speak with Tonya Bjurstrom, Voice of the Customer and Founder at Dirby, about elevating the experience of your customers by, well, asking them about it.
Tonya and I talked about:
Why the voice of the customer touches every part of your organization
What it means to cultivate curiosity about your own business
Why customers often provide better feedback in conversations
How KDIs (key desired insights) and KPIs overlap
How to embrace the vulnerability of human conversation  


Check out these resources we mentioned:
Dirby Solutions
Tonya Bjurstrom on LinkedIn
Lori Richardson on LinkedIn
Chewy.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.]]>2979falsefull183. Building a Customer-Centric Organization w/ Sam Jacobshttps://www.spreaker.com/episode/183-building-a-customer-centric-organization-w-sam-jacobs--51904012In this episode, I speak with Sam Jacobs, Founder & CEO at Pavilion, about realizing his entrepreneurial dreams based on openly sharing best practices, ideas, and strategies with peers.
Sam and I talked about:
What actions a company with humility will take
How Pavilion grew out of Revenue Collective
Why a vision should inform values
What the independence of the professional truly looks like
How Sam built Pavilion with diversity and customer-centricity  


Check out these resources we mentioned:
Join Pavilion
Sam Jacobs on LinkedIn
Jim Sharpe on LinkedIn
Feetures running 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.]]>f7476462-08c7-4eed-acaf-1ce961d558d9Tue, 08 Feb 2022 07:30:00 +0000BombBombThe process from here to there is full of failure. Today’s guest is a founder and CEO whose life changed when he recognized that failure actually means experience that he can use to help others. In this episode, I speak with Sam Jacobs, Founder & CEO...In this episode, I speak with Sam Jacobs, Founder & CEO at Pavilion, about realizing his entrepreneurial dreams based on openly sharing best practices, ideas, and strategies with peers.
Sam and I talked about:
What actions a company with humility will take
How Pavilion grew out of Revenue Collective
Why a vision should inform values
What the independence of the professional truly looks like
How Sam built Pavilion with diversity and customer-centricity  


Check out these resources we mentioned:
Join Pavilion
Sam Jacobs on LinkedIn
Jim Sharpe on LinkedIn
Feetures running 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.]]>2985falsefull182. The 4 Pillars of Selling Without Selling Out w/ Andy Paulhttps://www.spreaker.com/episode/182-the-4-pillars-of-selling-without-selling-out-w-andy-paul--51904021In this episode, I speak with Andy Paul, Author, Podcaster, Speaker at AndyPaul.com, about the four pillars of human-centered sales featured in his most recent book, Sell Without Selling Out.
Andy and I talked about:
How buyers experience their interactions with sellers
What the differences are between sales bosses and sales leaders
How to promote human centricity in our sales approaches
What the four pillars of human-centered selling are
Why you should develop your own individual selling process  


Check out these resources we mentioned:
Andy Paul on LinkedIn
AndyPaul.com
Amanda Lewis on LinkedIn
Jet Blue  


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.]]>0179f0d2-871e-46ac-92c4-640d12ff0fbaTue, 01 Feb 2022 07:15:00 +0000BombBombOur job as sales professionals is not to persuade someone to buy our product. Our job is to learn what is most important to the buyer and help them obtain or achieve that. In this episode, I speak with Andy Paul, Author, Podcaster, Speaker at...In this episode, I speak with Andy Paul, Author, Podcaster, Speaker at AndyPaul.com, about the four pillars of human-centered sales featured in his most recent book, Sell Without Selling Out.
Andy and I talked about:
How buyers experience their interactions with sellers
What the differences are between sales bosses and sales leaders
How to promote human centricity in our sales approaches
What the four pillars of human-centered selling are
Why you should develop your own individual selling process  


Check out these resources we mentioned:
Andy Paul on LinkedIn
AndyPaul.com
Amanda Lewis on LinkedIn
Jet Blue  


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.]]>3074falsefull181. The Problem with Video Prospecting w/ Ethan Beutehttps://www.spreaker.com/episode/181-the-problem-with-video-prospecting-w-ethan-beute--51904053I’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. Listen in today to learn about why bad video prospecting has become an indictment on video prospecting overall — and the reasons why video prospecting can be so challenging.
Here are some thoughts from the episode:
Why video is still considered a new communication medium
How video addresses the emotional impoverishment of other digital communication
Three reasons why video prospecting fails
How leaders’ change management prejudices hold back their teams
Why human vulnerability is uniquely tied to video   


Check out these resources I mentioned:
Human-Centered Communication
Rehumanize Your Business
The Video Adoption Guide
Examples and Resources  


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.]]>9e9a4503-b2cd-4035-b979-8214c770a413Thu, 27 Jan 2022 07:30:00 +0000BombBombVideo messaging has not moved very fast in terms of being normalized, despite the fact that it can dramatically improve communication throughout the entire CX and EX. There are three reasons why. I’m Ethan Beute, Chief Evangelist at BombBomb, host of...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. Listen in today to learn about why bad video prospecting has become an indictment on video prospecting overall — and the reasons why video prospecting can be so challenging.
Here are some thoughts from the episode:
Why video is still considered a new communication medium
How video addresses the emotional impoverishment of other digital communication
Three reasons why video prospecting fails
How leaders’ change management prejudices hold back their teams
Why human vulnerability is uniquely tied to video   


Check out these resources I mentioned:
Human-Centered Communication
Rehumanize Your Business
The Video Adoption Guide
Examples and Resources  


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.]]>969falsefull180. Transforming to DCS: Digital Customer Service w/ Rick DeLisihttps://www.spreaker.com/episode/180-transforming-to-dcs-digital-customer-service-w-rick-delisi--51904022In this episode, I interview Rick DeLisi, Author and Lead Research Analyst at Glia, about some of the principles in his latest book, Digital Customer Service: Transforming Customer Experience for an On-Screen World, including the three primary components of the digital customer service (DCS) model.
Rick and I talked about:
What it means that “customer experience” is a monster noun
How digital transformation begins with process
What the 3 components of the DCS model are
Why reducing live interaction minutes also reduces cost
Why the perception of effortlessness lies at the root of great CX  


Check out these resources we mentioned:
Rick DeLisi on LinkedIn
Glia
Digital Customer Service
The Effortless Experience
Matt Dixon on LinkedIn
Bandon Dunes Golf Resort  


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.]]>80c2653d-181a-4499-b7c1-2cd265bcb509Tue, 25 Jan 2022 10:30:00 +0000BombBombWhat matters in digital customer service isn’t the person’s main preference for digital, live, or hybrid. What matters is understanding the process that will create the best experience for the customer at that exact moment. In this episode, I...In this episode, I interview Rick DeLisi, Author and Lead Research Analyst at Glia, about some of the principles in his latest book, Digital Customer Service: Transforming Customer Experience for an On-Screen World, including the three primary components of the digital customer service (DCS) model.
Rick and I talked about:
What it means that “customer experience” is a monster noun
How digital transformation begins with process
What the 3 components of the DCS model are
Why reducing live interaction minutes also reduces cost
Why the perception of effortlessness lies at the root of great CX  


Check out these resources we mentioned:
Rick DeLisi on LinkedIn
Glia
Digital Customer Service
The Effortless Experience
Matt Dixon on LinkedIn
Bandon Dunes Golf Resort  


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.]]>2996falsefull179. 5 Elements of an Exceptional Customer Experience w/ Elizabeth Dixonhttps://www.spreaker.com/episode/179-5-elements-of-an-exceptional-customer-experience-w-elizabeth-dixon--51904057Ask yourself this: “What is it that we uniquely can do that others can’t? How do we amplify that in a way that will be meaningful to customers?”
In this episode, I interview Elizabeth Dixon, Speaker at Elizabeth Dixon Speaks and Principle Lead, Strategy, Hospitality & Service Design at Chick-fil-A Corporate, about the five elements of exceptional customer experience — one of which is defining your differentiator.
Elizabeth and I talked about:
Why EX is a prerequisite for exceptional EX
How culture should be defined
Why customer experience should become a broader ethos throughout culture
What the connection between differentiation and loyalty is
What role employee wellness plays in EX     


Check out these resources we mentioned:
ElizabethDixonSpeaks.com
Elizabeth Dixon on LinkedIn
Horst Schulze on LinkedIn
Southwest Airlines
Drury Hotels  


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.]]>4126209e-aa9f-466b-9930-6f9f1b403311Mon, 17 Jan 2022 22:56:07 +0000BombBombDefine your differentiator. Ask yourself this: “What is it that we uniquely can do that others can’t? How do we amplify that in a way that will be meaningful to customers?” In this episode, I interview Elizabeth Dixon, Speaker at Elizabeth Dixon...Ask yourself this: “What is it that we uniquely can do that others can’t? How do we amplify that in a way that will be meaningful to customers?”
In this episode, I interview Elizabeth Dixon, Speaker at Elizabeth Dixon Speaks and Principle Lead, Strategy, Hospitality & Service Design at Chick-fil-A Corporate, about the five elements of exceptional customer experience — one of which is defining your differentiator.
Elizabeth and I talked about:
Why EX is a prerequisite for exceptional EX
How culture should be defined
Why customer experience should become a broader ethos throughout culture
What the connection between differentiation and loyalty is
What role employee wellness plays in EX     


Check out these resources we mentioned:
ElizabethDixonSpeaks.com
Elizabeth Dixon on LinkedIn
Horst Schulze on LinkedIn
Southwest Airlines
Drury Hotels  


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.]]>2964falsefull178. Protecting Your Time by Gating Your Email Inbox w/ Andy Mowathttps://www.spreaker.com/episode/178-protecting-your-time-by-gating-your-email-inbox-w-andy-mowat--51904047and today’s guest has been hard at work on one based on these three beliefs …
1. You should determine how people can reach you.
2. You should decide what your attention is worth - and who benefits.
3. Charging unknown senders a small cost leads to better connections.
To help us take back control of our attention, our guest, Andy Mowat, serves as founder and CEO (Chief Email Officer) at Gated.
What we discussed:
Defining customer service
The problem of digital pollution
Limiting access to and monetizing our attention for the benefit of nonprofits
The manifesto and shared belief
The value of higher education & alternatives  


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.]]>5367bdf2-c990-4510-a7bb-1bc5ca34cf81Tue, 11 Jan 2022 07:30:00 +0000BombBombIn the face of ever-increasing digital noise and pollution, we need solutions … and today’s guest has been hard at work on one based on these three beliefs … 1. You should determine how people can reach you. 2. You should decide what your attention is...and today’s guest has been hard at work on one based on these three beliefs …
1. You should determine how people can reach you.
2. You should decide what your attention is worth - and who benefits.
3. Charging unknown senders a small cost leads to better connections.
To help us take back control of our attention, our guest, Andy Mowat, serves as founder and CEO (Chief Email Officer) at Gated.
What we discussed:
Defining customer service
The problem of digital pollution
Limiting access to and monetizing our attention for the benefit of nonprofits
The manifesto and shared belief
The value of higher education & alternatives  


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.]]>2635falsefull177. Empathy, Listening, and Human Centricity w/ Howard Brownhttps://www.spreaker.com/episode/177-empathy-listening-and-human-centricity-w-howard-brown--51904038If your core values don’t involve being human-centric, which means both customer-centric and employee-centric, chances are that you'll probably get left behind the companies whose values do.
In this episode, I interview Howard Brown, Founder and CEO at Revenue.io, about human-centricity and prioritizing connecting with others through listening and empathy.
Howard and I talked about:
How to make human-centricity your core value
What the relationship between CX and EX is
What it was like to navigate Revenue.io’s recent rebrand
Why AI should stand for augmented intelligence
How listening and empathy create better brand experiences    


Check out these resources we mentioned:
Revenue.io
Howard Brown on LinkedIn
Amazon  


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.]]>ea40e89b-0113-4789-9579-4566378e8b9dTue, 04 Jan 2022 07:30:00 +0000BombBombThe customer is (or should be) at the center of everything a business should be focused on. If your core values don’t involve being human-centric, which means both customer-centric and employee-centric, chances are that you'll probably get left behind...If your core values don’t involve being human-centric, which means both customer-centric and employee-centric, chances are that you'll probably get left behind the companies whose values do.
In this episode, I interview Howard Brown, Founder and CEO at Revenue.io, about human-centricity and prioritizing connecting with others through listening and empathy.
Howard and I talked about:
How to make human-centricity your core value
What the relationship between CX and EX is
What it was like to navigate Revenue.io’s recent rebrand
Why AI should stand for augmented intelligence
How listening and empathy create better brand experiences    


Check out these resources we mentioned:
Revenue.io
Howard Brown on LinkedIn
Amazon  


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.]]>2257falsefull176. Features Are Commodities, Feelings Are Differentiators w/ Ethan Beutehttps://www.spreaker.com/episode/176-features-are-commodities-feelings-are-differentiators-w-ethan-beute--51904058I’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 ask you three questions about how you choose companies and how your feelings about companies affect your decisions.
Ready to hear the questions? Here we go:
How do you make the decision about which company to choose?
How do we create feelings about our company?
How do we create trust and confidence in a digital world?
I also mention a takeaway, a solution, and a qualifier.   


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.]]>abb02933-01e7-48d8-a18b-0d73ae61f825Thu, 30 Dec 2021 07:30:00 +0000BombBombFeatures are commodities, but feelings are differentiators. Customer experience is the last meaningful differentiator left to us — and we have to navigate it, for the most part, digitally and emotionally. I’m Ethan Beute, Chief Evangelist at BombBomb,...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 ask you three questions about how you choose companies and how your feelings about companies affect your decisions.
Ready to hear the questions? Here we go:
How do you make the decision about which company to choose?
How do we create feelings about our company?
How do we create trust and confidence in a digital world?
I also mention a takeaway, a solution, and a qualifier.   


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.]]>1145falsefull175. Tips to Become a Better Podcast Guest and Host w/ Collin Mitchellhttps://www.spreaker.com/episode/175-tips-to-become-a-better-podcast-guest-and-host-w-collin-mitchell--51904067Yes, there’s more nuance to it, but honestly not that much more.
In this episode, I interview Collin Mitchell, CRO at Salescast, about being a great podcast host, being a great podcast guest, and how podcasting can become a revenue driver.
Collin and I talked about:
Why it isn’t very hard to make the top 10% of podcasts
How podcasts create communities
What CROs and sales leaders should think about podcasts
How to start your first podcast and misconceptions to overcome  


Check out these resources we mentioned:
Salescast.co
Collin Mitchell on LinkedIn
Larry Levine on LinkedIn
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.]]>11e2e9ff-ab5d-418d-861a-8474384663ccTue, 21 Dec 2021 07:30:00 +0000BombBombThe best way to start a podcast is to start. Yes, there’s more nuance to it, but honestly not that much more. In this episode, I interview Collin Mitchell, CRO at Salescast, about being a great podcast host, being a great podcast guest, and how...Yes, there’s more nuance to it, but honestly not that much more.
In this episode, I interview Collin Mitchell, CRO at Salescast, about being a great podcast host, being a great podcast guest, and how podcasting can become a revenue driver.
Collin and I talked about:
Why it isn’t very hard to make the top 10% of podcasts
How podcasts create communities
What CROs and sales leaders should think about podcasts
How to start your first podcast and misconceptions to overcome  


Check out these resources we mentioned:
Salescast.co
Collin Mitchell on LinkedIn
Larry Levine on LinkedIn
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.]]>2949falsefull174. Supporting Salespeople Struggling with Mental Health w/ Jeff Riseleyhttps://www.spreaker.com/episode/174-supporting-salespeople-struggling-with-mental-health-w-jeff-riseley--51904072In this episode, I interview Jeff Riseley, Founder at Sales Health Alliance and author of The Guide to Better Mental Health in Sales, about the major findings from the 2021 State of Mental Health in Sales Report and how we can provide better support for our salespeople’s mental health.
Jeff and I talked about:
Why it’s challenging to be vulnerable with someone who judges your performance
How COVID affected mental health in sales — by the numbers
What role technology plays in eroding boundaries
What salespeople need to feel and perform their best at work
Where to start in supporting the mental health of salespeople   


Check out these resources we mentioned:
Sales Health Alliance
MyLeon
Whoop
The Rich Roll Podcast
Kevin Bailey, DreamFuel
Tommy Short, Think Better Perform Better
Fantasy Flight Games  


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.]]>09b65f69-a08b-49f0-a4c1-aa6f9d6e3627Tue, 14 Dec 2021 07:30:00 +0000BombBombIf we sent our athletes into the field without any pads or helmets, we wouldn’t be surprised that they got hurt. Yet we’re treating our stressed and struggling salespeople as if they should stoically endure the stressors to which we have exposed them....In this episode, I interview Jeff Riseley, Founder at Sales Health Alliance and author of The Guide to Better Mental Health in Sales, about the major findings from the 2021 State of Mental Health in Sales Report and how we can provide better support for our salespeople’s mental health.
Jeff and I talked about:
Why it’s challenging to be vulnerable with someone who judges your performance
How COVID affected mental health in sales — by the numbers
What role technology plays in eroding boundaries
What salespeople need to feel and perform their best at work
Where to start in supporting the mental health of salespeople   


Check out these resources we mentioned:
Sales Health Alliance
MyLeon
Whoop
The Rich Roll Podcast
Kevin Bailey, DreamFuel
Tommy Short, Think Better Perform Better
Fantasy Flight Games  


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.]]>2912falsefull173. Delivering Connected CX By Improving Go-To-Market Strategy w/ Sangram Vajrehttps://www.spreaker.com/episode/173-delivering-connected-cx-by-improving-go-to-market-strategy-w-sangram-vajre--51904023In this episode, I interview Sangram Vajre, Co-Founder and Chief Evangelist at Terminus and author of MOVE: The 4-Question Go-to-Market Framework, about GTM as a process, the 3 stages of business, and his CX takeaways from his book research.
Sangram and I talked about:
Why the connected experience is essential for frictionless CX
How GTM is a transformational process for acceleration
What it means to be a problem company, a product company, or a platform company
What 3 things the CEO should own
How the MOVE framework applies to scaling      


Check out these resources we mentioned:
The MOVE Book
Sangram Vajre on LinkedIn
BombBomb
Gong
Tim Kopp (TK) on LinkedIn
Crossing the Chasm by Geoffrey Moore      


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.]]>cbead8b1-2bbf-4ad9-b0e0-05c2810814ddTue, 07 Dec 2021 15:00:00 +0000BombBombEveryone wants to know how to operate their business effectively. But depending on which of the three growth stages your company is in, the answer will be different. In this episode, I interview Sangram Vajre, Co-Founder and Chief Evangelist at...In this episode, I interview Sangram Vajre, Co-Founder and Chief Evangelist at Terminus and author of MOVE: The 4-Question Go-to-Market Framework, about GTM as a process, the 3 stages of business, and his CX takeaways from his book research.
Sangram and I talked about:
Why the connected experience is essential for frictionless CX
How GTM is a transformational process for acceleration
What it means to be a problem company, a product company, or a platform company
What 3 things the CEO should own
How the MOVE framework applies to scaling      


Check out these resources we mentioned:
The MOVE Book
Sangram Vajre on LinkedIn
BombBomb
Gong
Tim Kopp (TK) on LinkedIn
Crossing the Chasm by Geoffrey Moore      


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.]]>2975falsefull172. CX Lessons from My Trash and Recycling Experiencehttps://www.spreaker.com/episode/172-cx-lessons-from-my-trash-and-recycling-experience--51904020Here’s the story of how that changed four months ago for the worse.
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 the story of change management so awful that it made the local news and caused garbage to physically pile up on the streets of Colorado Springs.
Here are some thoughts from the episode:
Why the best CX is an appropriate experience
Why customers bail when communication is unhelpful
What the channels and touchpoints were and how they failed
How not to manage change 


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.]]>0e06c4c4-5726-4694-b3f8-a3b4748e1c35Tue, 07 Dec 2021 08:00:00 +0000BombBombI’ve lived in the same residence for almost 15 years. For 14 blissful years, I had no communications with my waste management service, and that was exactly how I wanted it. Here’s the story of how that changed four months ago for the worse. I’m Ethan...Here’s the story of how that changed four months ago for the worse.
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 the story of change management so awful that it made the local news and caused garbage to physically pile up on the streets of Colorado Springs.
Here are some thoughts from the episode:
Why the best CX is an appropriate experience
Why customers bail when communication is unhelpful
What the channels and touchpoints were and how they failed
How not to manage change 


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.]]>982falsefull171. Why Better CX Is The Goal, Not Disruption w/ Michelle Lisowskihttps://www.spreaker.com/episode/171-why-better-cx-is-the-goal-not-disruption-w-michelle-lisowski--51904028In 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.]]>7b00092a-503f-4d3f-a691-8464e11c5465Mon, 29 Nov 2021 17:15:00 +0000BombBombThe 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...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.]]>2683falsefull170. 3 Steps to Sales Success: Authority, Generosity, & Platform w/ Josh Elledgehttps://www.spreaker.com/episode/170-3-steps-to-sales-success-authority-generosity-platform-w-josh-elledge--51904060
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.]]>03727755-e00e-4127-b6f1-c290278edd9aTue, 23 Nov 2021 06:00:00 +0000BombBombHe’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...
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.]]>3042falsefull169. From Cold Prospect to Healthy Relationship w/ Mike Chambershttps://www.spreaker.com/episode/169-from-cold-prospect-to-healthy-relationship-w-mike-chambers--51904064In 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.]]>396f2458-8ef5-4fc8-b6ad-3613249b6114Tue, 16 Nov 2021 06:00:00 +0000BombBombFor 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...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.]]>2649falsefull168. Obviously Shareable: CX That Customers Want to Talk About w/ Dan Gingisshttps://www.spreaker.com/episode/168-obviously-shareable-cx-that-customers-want-to-talk-about-w-dan-gingiss--51904030
“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.]]>208f8076-b425-484f-9604-fefe94be7704Tue, 09 Nov 2021 06:00:00 +0000BombBombInstead 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...
“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.]]>759falsefull167. Essential Traits of the Next Generation CRO with Brandi Starr, Rolly Keenan, Mike Gellerhttps://www.spreaker.com/episode/167-essential-traits-of-the-next-generation-cro-with-brandi-starr-rolly-keenan-mike-geller--51904034In 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.]]>18678748-b3e8-40d2-b204-4fef6c1e906aTue, 02 Nov 2021 06:00:00 +0000BombBombThere’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...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.]]>3178falsefull166. A More Personal Way to Launch a Book w/ Ethan Beutehttps://www.spreaker.com/episode/166-a-more-personal-way-to-launch-a-book-w-ethan-beute--51904051People 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.]]>381789a3-adfa-4cbe-bee5-983ccc378f4bThu, 28 Oct 2021 06:00:00 +0000BombBombTwo 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...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.]]>704falsefull165. 3 Steps to Building a Collaborative Culture w/ Mark Rosenthalhttps://www.spreaker.com/episode/165-3-steps-to-building-a-collaborative-culture-w-mark-rosenthal--51904040
“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.]]>f4acec71-0c5d-4050-b266-0b5693346231Tue, 26 Oct 2021 06:00:00 +0000BombBombIn 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...
“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.]]>2601falsefull164. Firing Your Villains & Leading with Vulnerability w/ Heather Monahanhttps://www.spreaker.com/episode/164-firing-your-villains-leading-with-vulnerability-w-heather-monahan--51904019
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.]]>53a70a4e-831c-4f7d-a8ce-bae2327eb420Tue, 19 Oct 2021 06:00:00 +0000BombBombIgnoring 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...
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.]]>2362falsefull163. Restoring the Balance: Human-Centered Communication w/Ethan Beutehttps://www.spreaker.com/episode/163-restoring-the-balance-human-centered-communication-w-ethan-beute--51904026I’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.]]>ca2d44ae-f10e-494e-ba5b-f976cb72dc90Tue, 12 Oct 2021 06:00:00 +0000BombBombA “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...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.]]>1075falsefull162. The Shared Belief Behind Human-Centered Communication w/ Steve Pacinellihttps://www.spreaker.com/episode/162-the-shared-belief-behind-human-centered-communication-w-steve-pacinelli--51904065
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.]]>d25e8127-96c4-447b-bbbe-318827abb8bbTue, 05 Oct 2021 06:00:00 +0000BombBombNo 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...
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.]]>2900falsefull161. Video Is About Who, Not About What w/ Adam Contoshttps://www.spreaker.com/episode/161-video-is-about-who-not-about-what-w-adam-contos--51904069
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.]]>1a8d9a79-d9c1-41b1-bd84-1d1ce5477197Tue, 28 Sep 2021 06:00:00 +0000BombBombTo 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...
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.]]>2626falsefull160. B2B Sales With Human-Centered Communication w/ Ethan Beutehttps://www.spreaker.com/episode/160-b2b-sales-with-human-centered-communication-w-ethan-beute--51904073
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.]]>6745aa85-52e2-4935-8755-23988de9afdeThu, 23 Sep 2021 14:58:10 +0000BombBombIf 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...
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.]]>1047falsefull159. Sending Videos for Greater Sales Visibility w/ Viveka von Rosenhttps://www.spreaker.com/episode/159-sending-videos-for-greater-sales-visibility-w-viveka-von-rosen--51904075
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.]]>4c8df1e9-4d19-4b76-bf86-d080bbb2da6dTue, 21 Sep 2021 06:00:00 +0000BombBombWhat 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...
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.]]>2551falsefull158. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooihttps://www.spreaker.com/episode/158-creating-customer-impact-in-moments-that-matter-w-jacco-van-der-kooi--51904035
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.]]>ee869e4f-8314-4c97-9cf7-62ffb8192c99Tue, 14 Sep 2021 06:00:00 +0000BombBombMerely 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...
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.]]>2617false158full157. Why Repeat Customers May Not Be Loyal Customers w/ Shep Hykenhttps://www.spreaker.com/episode/157-why-repeat-customers-may-not-be-loyal-customers-w-shep-hyken--51904032
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.]]>3a5cb6a7-523c-4968-82ff-ea7aceece152Sat, 04 Sep 2021 00:25:39 +0000BombBombRepeat 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...
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.]]>2519false157full156. An Actor’s Guide to Authentic Videos w/ Julie Hansenhttps://www.spreaker.com/episode/156-an-actor-s-guide-to-authentic-videos-w-julie-hansen--51904049
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.]]>229dbce0-643a-4e16-a410-770f36af3003Tue, 31 Aug 2021 15:01:14 +0000BombBombIf 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...
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.]]>2385false156full155. How Artificial Intelligence is Driving the Feeling Economy w/ Dr. Roland Rusthttps://www.spreaker.com/episode/155-how-artificial-intelligence-is-driving-the-feeling-economy-w-dr-roland-rust--51904087
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.]]>1342d58c-25c6-4c56-b519-44b7282a1b1aThu, 26 Aug 2021 06:00:00 +0000BombBombIn 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...
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.]]>2399false155full154. The Art & Science of Selling to Prosumers w/ Mario M. Martinez, Jrhttps://www.spreaker.com/episode/154-the-art-science-of-selling-to-prosumers-w-mario-m-martinez-jr--51904050


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.]]>abd20d67-788c-4433-a57a-4ee9605fb2d1Tue, 24 Aug 2021 06:00:00 +0000BombBombConsumers 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...


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.]]>2973false154full153. Emotional Intelligence & Human-Centered Connection w/ Dan Hillhttps://www.spreaker.com/episode/153-emotional-intelligence-human-centered-connection-w-dan-hill--51904045


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.]]>5dabc272-47d1-48ae-8c69-ee3bbcba7023Tue, 17 Aug 2021 06:00:00 +0000BombBombHere 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 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.]]>2608false153full152. Creating an Environment of Continuous Coaching w/ Morgan J. Ingramhttps://www.spreaker.com/episode/152-creating-an-environment-of-continuous-coaching-w-morgan-j-ingram--51904052
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.]]>25b7d4ff-800b-4773-81cd-98cce846153dTue, 10 Aug 2021 08:00:00 +0000BombBombTaking 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...
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.]]>2885false152full151. Creating Holistic and Immersive Experiences w/ Mathew Sweezeyhttps://www.spreaker.com/episode/151-creating-holistic-and-immersive-experiences-w-mathew-sweezey--51904097
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.]]>76fc83a2-0328-45c4-b823-1e5b894a27fbTue, 03 Aug 2021 09:00:00 +0000BombBombMoving 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...
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.]]>2558false151full150. Why Your Virtual Relationships Degrade Over Time w/ Dr. Nick Morganhttps://www.spreaker.com/episode/150-why-your-virtual-relationships-degrade-over-time-w-dr-nick-morgan--51904123
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.]]>79ac5e66-c879-476d-9d6c-b775d980950cThu, 29 Jul 2021 09:00:00 +0000BombBombWhen 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....
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.]]>3045false150full149. A Blissful Approach to Training Customers and Employees w/ Lauren Baileyhttps://www.spreaker.com/episode/149-a-blissful-approach-to-training-customers-and-employees-w-lauren-bailey--51904062
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.]]>2eff3516-fe47-47a1-8e5c-ef73c9f9f3e3Tue, 27 Jul 2021 09:00:00 +0000BombBombWhether 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...
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.]]>2691false149full148. Video Messaging and the Next Normal w/ Dan Tyrehttps://www.spreaker.com/episode/148-video-messaging-and-the-next-normal-w-dan-tyre--51904108
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.]]>9ebcdd4d-3fea-417c-ac2a-8a8bd35ad2aaTue, 20 Jul 2021 09:00:00 +0000BombBombVideo 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...
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.]]>2635false148full147. The 7 Pillars of Customer Success w/ Wayne McCullochhttps://www.spreaker.com/episode/147-the-7-pillars-of-customer-success-w-wayne-mcculloch--51904048
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.]]>e5cf2874-52c7-4e18-a396-2cd7819f89a0Tue, 13 Jul 2021 09:00:00 +0000BombBombThe 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...
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.]]>3063false147full146. Getting Clear on Who You Are and How You Serve w/ Anthony Coundourishttps://www.spreaker.com/episode/146-getting-clear-on-who-you-are-and-how-you-serve-w-anthony-coundouris--51904056
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.]]>6688a55e-d20e-4705-a8ff-13937c48220cTue, 06 Jul 2021 09:00:00 +0000BombBombWhen 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...
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.]]>2798false146full145. Establishing Core Principles for Yourself and Your Team w/ John Belizairehttps://www.spreaker.com/episode/145-establishing-core-principles-for-yourself-and-your-team-w-john-belizaire--51904068
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.]]>6ca04421-ab81-497f-b387-43181a83f61aTue, 29 Jun 2021 09:00:00 +0000BombBombThe 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...
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.]]>3062false145full144. An Actor's Guide to Truthful and Honest Videos w/ Tricia Jane Wileshttps://www.spreaker.com/episode/144-an-actor-s-guide-to-truthful-and-honest-videos-w-tricia-jane-wiles--51904117
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.]]>b89f3437-a1bb-490a-a390-a1d8d55ead0aThu, 24 Jun 2021 10:00:00 +0000BombBombThose 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,...
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.]]>2990false144full143. Hiring and Onboarding Virtual Professionals w/ Daniel Ramseyhttps://www.spreaker.com/episode/143-hiring-and-onboarding-virtual-professionals-w-daniel-ramsey--51904070In 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.]]>505d5f35-da61-4809-9b12-fe8b331022d7Tue, 22 Jun 2021 10:00:00 +0000BombBombVirtual 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...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.]]>2182false143full142. Don't Just Personalize, Get Personal w/ Kristina Jaramillohttps://www.spreaker.com/episode/142-don-t-just-personalize-get-personal-w-kristina-jaramillo--51904077
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.]]>859d1797-bc79-46e2-886e-11cdd42b14a4Tue, 15 Jun 2021 10:00:00 +0000BombBombWhen 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...
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.]]>2898false142full141. Understanding the Intersection of CX, UX, and UI w/ Joey Kilrainhttps://www.spreaker.com/episode/141-understanding-the-intersection-of-cx-ux-and-ui-w-joey-kilrain--51904120Same 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.]]>a28801de-660d-4bd6-b0b4-98be47292696Tue, 08 Jun 2021 10:00:00 +0000BombBombNot 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...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.]]>2972false141full140. Creating Sales and Customer Success Alignment w/ Ethan Beutehttps://www.spreaker.com/episode/140-creating-sales-and-customer-success-alignment-w-ethan-beute--51904061
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.]]>f35bccaa-8034-4935-b3b8-9833e403fa22Thu, 03 Jun 2021 11:00:00 +0000BombBombTwo 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...
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.]]>709false140full139. Building Customer-Centric Innovation Into Your Company Culture w/ Dennis Geelenhttps://www.spreaker.com/episode/139-building-customer-centric-innovation-into-your-company-culture-w-dennis-geelen--51904128
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.]]>2c20b9ae-7dc5-43be-b10e-1489e6456af9Tue, 01 Jun 2021 11:00:00 +0000BombBombIf 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...
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.]]>2614false139full138. Human Factors & Design Thinking w/ Anand Tharanathanhttps://www.spreaker.com/episode/138-human-factors-design-thinking-w-anand-tharanathan--51904136In 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.]]>7f5716ee-d72d-45d2-b8b3-15b75e733af7Tue, 25 May 2021 11:00:00 +0000BombBombHuman 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...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.]]>310false138full137. Enhancing EX and CX Through Brand Storytelling w/ Gabrielle Dolanhttps://www.spreaker.com/episode/137-enhancing-ex-and-cx-through-brand-storytelling-w-gabrielle-dolan--51904082
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.]]>47965dde-7fbe-4af2-99ca-aab60fc97a7bTue, 18 May 2021 11:00:00 +0000BombBombIf 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...
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.]]>2487false137full136. So, You've Just Been Named VP of CX... Now What? w/ Logan Lyleshttps://www.spreaker.com/episode/136-so-you-ve-just-been-named-vp-of-cx-now-what-w-logan-lyles--51904080In 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.]]>eddd4ed1-df67-4242-9933-900a6eeb4babTue, 11 May 2021 11:00:00 +0000BombBombEveryone’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...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.]]>2502false136full135. Creating Conversational Relationships With Thousands of Customers w/ Ali Biggshttps://www.spreaker.com/episode/135-creating-conversational-relationships-with-thousands-of-customers-w-ali-biggs--51904089In 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.]]>16c0ce4e-f60d-4662-aed3-9de50fea609dTue, 04 May 2021 11:00:00 +0000BombBombThe 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...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.]]>1987false135full134. Research: To Improve CX, Invest in EX w/ Ethan Beutehttps://www.spreaker.com/episode/134-research-to-improve-cx-invest-in-ex-w-ethan-beute--51904081
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.]]>c0f0951a-1353-4902-9893-974610dfa0e1Thu, 29 Apr 2021 11:00:00 +0000BombBombIf 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...
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.]]>459false134full133. The 4 A’s of Customer Experience w/ Leah Chaneyhttps://www.spreaker.com/episode/133-the-4-a-s-of-customer-experience-w-leah-chaney--51904078
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.]]>5c7b95f2-a425-49d7-81a5-c22b23567b05Tue, 27 Apr 2021 11:00:00 +0000BombBombNot 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...
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.]]>2805false133full132. Bringing Empathy Back to Cold Emails w/ Jason Bayhttps://www.spreaker.com/episode/132-bringing-empathy-back-to-cold-emails-w-jason-bay--51904093In 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.]]>17b5ae40-cfff-40e9-9ad5-b75d599a69c2Tue, 20 Apr 2021 11:00:00 +0000BombBombThe 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...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.]]>2129false132full131. Returning the Human Voice to Marketing w/ Mark Schaeferhttps://www.spreaker.com/episode/131-returning-the-human-voice-to-marketing-w-mark-schaefer--51904063In 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.]]>79fc9cb2-cb05-44a5-a68f-c9c7df387dc0Tue, 13 Apr 2021 11:00:00 +0000BombBombAre 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...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.]]>2524false131full130. The Mindset of Improv in Sales w/ John Sweeneyhttps://www.spreaker.com/episode/130-the-mindset-of-improv-in-sales-w-john-sweeney--51904084In 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.]]>110ae088-0f3e-4129-92a0-6c7e77432bf4Tue, 06 Apr 2021 11:00:00 +0000BombBombThe 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...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.]]>2702false130full129. Create Forever Customers With A Forever Promise w/ Robbie Kellman Baxterhttps://www.spreaker.com/episode/129-create-forever-customers-with-a-forever-promise-w-robbie-kellman-baxter--51904155In 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.]]>24cf569c-ebea-4a9f-b1c7-f82b0224fa25Tue, 30 Mar 2021 04:35:15 +0000BombBombThe 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...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.]]>2731false129full128. Shifting Your Focus to Account-Based Experience (ABX) w/ Jon Millerhttps://www.spreaker.com/episode/128-shifting-your-focus-to-account-based-experience-abx-w-jon-miller--51904153Welcome to the explosion of martec.
In this episode, I interview Jon Miller is Chief Marketing and Product Officer at Demandbase and previously co-founder at Marketo and Engagio, about account-based experience (ABX):
Among the things we talked about were:

- The evangelistic sale

- The analogous relationship between CX and ABX, and B2C and B2B

- Who’s responsible for company culture (not just the CEO)

- MBAs are important for career switchers
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.]]>e236c2c0-4af8-4497-bb7e-9c243ac78a28Tue, 23 Mar 2021 10:00:00 +0000BombBombJust because someone fills out a form doesn’t mean they’re ready to talk to a salesperson. Two problems stem from this fact: the problem of discerning which leads are ready and the problem of how to nurture the ones that aren’t. Welcome to the...Welcome to the explosion of martec.
In this episode, I interview Jon Miller is Chief Marketing and Product Officer at Demandbase and previously co-founder at Marketo and Engagio, about account-based experience (ABX):
Among the things we talked about were:

- The evangelistic sale

- The analogous relationship between CX and ABX, and B2C and B2B

- Who’s responsible for company culture (not just the CEO)

- MBAs are important for career switchers
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.]]>2138false128full127. 3 CX Strategies for CROs w/ Darryl Praillhttps://www.spreaker.com/episode/127-3-cx-strategies-for-cros-w-darryl-praill--51904095In this episode, I interview Darryl Praill, CRO at Vanilla Soft, about how he distributes the ownership of customer experience across the whole org by dissolving barriers between teams.
Darryl talked with me about:

- What a matrix organization is

- How colleagues are influenced by how they are compensated

- 3 ways to create a culture of empathy

- How marketing leaders can develop their personal brand

- The role of video in customer experience
Check out these resources we mentioned during the podcast:

- Neewer Photo and Video

- Darryl on Twitter
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.]]>5eb30c6b-89c1-410b-9192-5ffac2c873aeTue, 16 Mar 2021 10:00:00 +0000BombBombAs a CRO, how do you change the culture of your org so that customer experience is everyone’s responsibility? In this episode, I interview Darryl Praill, CRO at Vanilla Soft, about how he distributes the ownership of customer experience across the...In this episode, I interview Darryl Praill, CRO at Vanilla Soft, about how he distributes the ownership of customer experience across the whole org by dissolving barriers between teams.
Darryl talked with me about:

- What a matrix organization is

- How colleagues are influenced by how they are compensated

- 3 ways to create a culture of empathy

- How marketing leaders can develop their personal brand

- The role of video in customer experience
Check out these resources we mentioned during the podcast:

- Neewer Photo and Video

- Darryl on Twitter
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.]]>3025false127full126. The Role of Kindness in Your Company w/ Cole Baker-Bagwellhttps://www.spreaker.com/episode/126-the-role-of-kindness-in-your-company-w-cole-baker-bagwell--51904074In this episode, I interview Cole Baker-Bagwell is Founder and Chief Kindness Advisor at Cool Audrey, about how and why to turn kindness into a core company value.
Cole talked with me about:

- The cashmere effect in customer experience

- The business case for kindness (it’s very strong)

- Mindfulness and intention in business & its customer impact

- An answer to the outcome-oriented skeptics
Check out these resources we mentioned during the podcast:

- Cole’s podcast is Kindness Think Tank

- She mentioned Said Ziouani and Whereby 

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.]]>58536008-2cf2-4902-9708-c6d4346d7584Thu, 11 Mar 2021 15:40:19 +0000BombBombNot only is kindness important on a human level, but it can become a core value for any company. How? In this episode, I interview Cole Baker-Bagwell is Founder and Chief Kindness Advisor at Cool Audrey, about how and why to turn kindness into a core...In this episode, I interview Cole Baker-Bagwell is Founder and Chief Kindness Advisor at Cool Audrey, about how and why to turn kindness into a core company value.
Cole talked with me about:

- The cashmere effect in customer experience

- The business case for kindness (it’s very strong)

- Mindfulness and intention in business & its customer impact

- An answer to the outcome-oriented skeptics
Check out these resources we mentioned during the podcast:

- Cole’s podcast is Kindness Think Tank

- She mentioned Said Ziouani and Whereby 

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.]]>2899false126full125. A Year From Now, You’ll Wish You Began Today w/ Joseph Jaffehttps://www.spreaker.com/episode/125-a-year-from-now-you-ll-wish-you-began-today-w-joseph-jaffe--51904106Get started now. In a year’s time, you’ll wish you started today.
In this episode, I interview Joseph Jaffe, host of CoronaTV and Admiral/Co-Founder at The HMS Beagle, about the origins of his show and everything he’s learned along the way.
Joseph and I discuss:

- The availability heuristic (things that are harder to measure are the more important)

- How to implement customer obsession as a host

- The origin story for CoronaTV

- The art of having real conversations encapsulates entrepreneurship

Check out these resources we mentioned during the podcast:

- Watch CoronaTV

- Joseph wrote Flip the Funnel

- Joseph is also on Twitter

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.]]>5da358cd-8439-4c28-bcc4-2e1498ee6de1Tue, 02 Mar 2021 11:00:00 +0000BombBombYou want to level up your customer experience to customer obsession, but how? Get started now. In a year’s time, you’ll wish you started today. In this episode, I interview Joseph Jaffe, host of CoronaTV and Admiral/Co-Founder at The HMS Beagle,...Get started now. In a year’s time, you’ll wish you started today.
In this episode, I interview Joseph Jaffe, host of CoronaTV and Admiral/Co-Founder at The HMS Beagle, about the origins of his show and everything he’s learned along the way.
Joseph and I discuss:

- The availability heuristic (things that are harder to measure are the more important)

- How to implement customer obsession as a host

- The origin story for CoronaTV

- The art of having real conversations encapsulates entrepreneurship

Check out these resources we mentioned during the podcast:

- Watch CoronaTV

- Joseph wrote Flip the Funnel

- Joseph is also on Twitter

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.]]>3840false125full124. The Flight Back to the Face w/ Ethan Beutehttps://www.spreaker.com/episode/124-the-flight-back-to-the-face-w-ethan-beute--51904090Let's raise the stakes: Are you a phone person or a face-to-face person?
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. Not long ago, I enjoyed the privilege of presenting at the inaugural TEDx UCCS (University of Colorado, Colorado Springs) about face-to-face communication.

A very quick overview:

- Why we avoid personal contact even though we know it's more effective

- The truth about the "93% rule" of nonverbal communication

- Tying facial expression to empathy, ethics, and justice

- What you're normalizing in everyday 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.]]>0b8d7d83-47e4-4c44-82fe-1d5902bc07c0Thu, 25 Feb 2021 11:00:00 +0000BombBombAre you a text person? Or are you better on the phone? We all know we're better on the phone. We've got our voice tone, pace, and personality to work with. Let's raise the stakes: Are you a phone person or a face-to-face person? I’m Ethan Beute,...Let's raise the stakes: Are you a phone person or a face-to-face person?
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. Not long ago, I enjoyed the privilege of presenting at the inaugural TEDx UCCS (University of Colorado, Colorado Springs) about face-to-face communication.

A very quick overview:

- Why we avoid personal contact even though we know it's more effective

- The truth about the "93% rule" of nonverbal communication

- Tying facial expression to empathy, ethics, and justice

- What you're normalizing in everyday 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.]]>1403false124full123. Transforming Customer Relationships with Transparency and Collaboration w/ Scott McCorklehttps://www.spreaker.com/episode/123-transforming-customer-relationships-with-transparency-and-collaboration-w-scott-mccorkle--51904066In this episode, I interview Scott McCorkle, CEO at MetaCX, about how to reinvent CRM with transparency.
Scott and I talked about:

- The definition of competitive customer experience

- Trends in enterprise software driven, in part, by the pandemic

- Feedback on MetaCX’s emotional outcome-based view of relationship

- Embracing uncertainty, challenge, and mistakes in the startup world

Check out these resources we mentioned during the podcast:

- Scott Dorsey

- Delta Airlines

- MetaCX

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.]]>2fd235d1-e4d2-4626-abc1-d05428e80d6eTue, 23 Feb 2021 11:00:00 +0000BombBombThese trends will be important for the future of CRM: transparency, multiple companies working together, and proving value using a new wave of enterprise software and data sharing. What if we started to think of the customer being part of our customer...In this episode, I interview Scott McCorkle, CEO at MetaCX, about how to reinvent CRM with transparency.
Scott and I talked about:

- The definition of competitive customer experience

- Trends in enterprise software driven, in part, by the pandemic

- Feedback on MetaCX’s emotional outcome-based view of relationship

- Embracing uncertainty, challenge, and mistakes in the startup world

Check out these resources we mentioned during the podcast:

- Scott Dorsey

- Delta Airlines

- MetaCX

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.]]>2370false123full122. CX at Getty Images: Shifting to Authenticity and Evoking Emotion w/ Grant Farhallhttps://www.spreaker.com/episode/122-cx-at-getty-images-shifting-to-authenticity-and-evoking-emotion-w-grant-farhall--51904107What do you focus on to deliver exceptional CX? Among many other things, you have to be easy to trust.
In this episode, I interview Grant Farhall, Chief Product Officer at Getty Images, about delivering a supply of compelling imagery and video content to customers — when customers have such different needs.
Grant and I discuss:

- Delivering flexibility to a broad customer base

- Creating a powerful and intuitive search experience (plus Grant’s top search tip)

- The power of searching concepts and emotions

- Authentic, raw, and real images

Check out these resources we mentioned during the podcast:

- Shazam

- Craig Peters, CEO at Getty Images

- Getty Images

- iStock

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.]]>dd3b07c1-08b1-47af-9ff4-41aece0ad5dbTue, 16 Feb 2021 11:00:00 +0000BombBombWhen your customer base is everyone who needs images (which more or less means everyone), your customer experiences will look as different as your customers do. What do you focus on to deliver exceptional CX? Among many other things, you have to be...What do you focus on to deliver exceptional CX? Among many other things, you have to be easy to trust.
In this episode, I interview Grant Farhall, Chief Product Officer at Getty Images, about delivering a supply of compelling imagery and video content to customers — when customers have such different needs.
Grant and I discuss:

- Delivering flexibility to a broad customer base

- Creating a powerful and intuitive search experience (plus Grant’s top search tip)

- The power of searching concepts and emotions

- Authentic, raw, and real images

Check out these resources we mentioned during the podcast:

- Shazam

- Craig Peters, CEO at Getty Images

- Getty Images

- iStock

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.]]>2649false122full121. 3 Ways to Elevate EX from the World's Best Workplace w/ Kristie Ornelas & Steve Coxhttps://www.spreaker.com/episode/121-3-ways-to-elevate-ex-from-the-world-s-best-workplace-w-kristie-ornelas-steve-cox--51904104
In this episode, I interview 2 guests about CX through EX: Kristie Ornelas, Head of CX Marketing & Communications, and Steve Cox, Vice President of Digital Lifecycle Journeys, both at Cisco (named #1 on the World's Best Workplaces list two years in a row by Great Places to Work and Fortune Magazine).

Kristie, Steve, and I talked about:

- The focus on retaining employees and helping them to advance like customers

- To hire diverse people, create a diverse interview panel

- Enabling employees to serve their local communities

- The creation of role communities inside of their CX function

- Why your workplace should be a community, not a family

Check out these resources we mentioned during the podcast:

- Cisco

- Cisco CX on Twitter

- Cisco CX blog

- Nordstrom

- Yanni’s Bar & Grill

- Love Knows No Boundaries
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.]]>d7da53d3-4b0b-4886-aa5d-516c90f3ec13Tue, 09 Feb 2021 11:00:00 +0000BombBombEmployee experience and internal culture are not just a “nice-to-have,” but they bring material influence to bear on measurable business results. In this episode, I interview 2 guests about CX through EX: Kristie Ornelas, Head of CX Marketing &...
In this episode, I interview 2 guests about CX through EX: Kristie Ornelas, Head of CX Marketing & Communications, and Steve Cox, Vice President of Digital Lifecycle Journeys, both at Cisco (named #1 on the World's Best Workplaces list two years in a row by Great Places to Work and Fortune Magazine).

Kristie, Steve, and I talked about:

- The focus on retaining employees and helping them to advance like customers

- To hire diverse people, create a diverse interview panel

- Enabling employees to serve their local communities

- The creation of role communities inside of their CX function

- Why your workplace should be a community, not a family

Check out these resources we mentioned during the podcast:

- Cisco

- Cisco CX on Twitter

- Cisco CX blog

- Nordstrom

- Yanni’s Bar & Grill

- Love Knows No Boundaries
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.]]>2837false121full120. The ABC's of Creating Superfans w/ Brittany Hodakhttps://www.spreaker.com/episode/120-the-abc-s-of-creating-superfans-w-brittany-hodak--51904092You may have some.
You may have had some and lost them.
You may have fans — who would be superfans — if only you engaged them the right way.
Regardless, you always want more superfans.
But you have to work for them.
In this episode, I interview Brittany Hodak, speaker, writer, and co-founder of the Superfan Company, about what a superfan is and how to build a base of them.
Brittany and I chat about

- What a superfan is and how you create them

- The 5 steps of the SUPER system

- How Brittany got offers from four of the five sharks on Shark Tank

- The biggest threat to business (it gets no airtime)

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.]]>72c1ad24-6cf4-4ed7-b002-e6dd4ca42b46Tue, 02 Feb 2021 11:00:00 +0000BombBombSuperfans! You may have some. You may have had some and lost them. You may have fans — who would be superfans — if only you engaged them the right way. Regardless, you always want more superfans. But you have to work for them. In this episode, I...You may have some.
You may have had some and lost them.
You may have fans — who would be superfans — if only you engaged them the right way.
Regardless, you always want more superfans.
But you have to work for them.
In this episode, I interview Brittany Hodak, speaker, writer, and co-founder of the Superfan Company, about what a superfan is and how to build a base of them.
Brittany and I chat about

- What a superfan is and how you create them

- The 5 steps of the SUPER system

- How Brittany got offers from four of the five sharks on Shark Tank

- The biggest threat to business (it gets no airtime)

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.]]>2583false120full119. The 6 P's of Writing, Publishing, and Selling Your Book (Part 2 of 2) w/ Ethan Beutehttps://www.spreaker.com/episode/119-the-6-p-s-of-writing-publishing-and-selling-your-book-part-2-of-2-w-ethan-beute--51904105This result of writing, publishing, and selling a book makes the entire 6-step process worthwhile.
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 am here today to share Part 2 of the 6 Ps of Writing, Publishing, and Selling Your Book.
A very quick overview:

- The 6 Ps: purpose, proposal, process, publishing, people, and promotion

- Publishing decisions should be guided by purpose

- It takes a village of people to publish a book

- Promotion is ultimately your responsibility

Check out these resources to help you navigate the 6 Ps:

- This is a blog post of reflection on writing my book

- Check out this slide deck of the 6 Ps

- Building Relationships Through Video (my talk about writing)
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.]]>ebdf2137-29e0-4005-b6de-ecf28f55ccdeThu, 28 Jan 2021 11:00:00 +0000BombBombIt opened doors that I didn’t know existed. I met new people, found new opportunities, and received other unexpected benefits from organizing my thoughts. This result of writing, publishing, and selling a book makes the entire 6-step process...This result of writing, publishing, and selling a book makes the entire 6-step process worthwhile.
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 am here today to share Part 2 of the 6 Ps of Writing, Publishing, and Selling Your Book.
A very quick overview:

- The 6 Ps: purpose, proposal, process, publishing, people, and promotion

- Publishing decisions should be guided by purpose

- It takes a village of people to publish a book

- Promotion is ultimately your responsibility

Check out these resources to help you navigate the 6 Ps:

- This is a blog post of reflection on writing my book

- Check out this slide deck of the 6 Ps

- Building Relationships Through Video (my talk about writing)
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.]]>1634false119full118. The 3 C’s That Make or Break the SDR Experience w/ Ernest Owusuhttps://www.spreaker.com/episode/118-the-3-c-s-that-make-or-break-the-sdr-experience-w-ernest-owusu--51904116In order to land promising meetings, we’ve got to stop measuring success by volume.
In this episode, Ernest Owusu — retired NFL athlete turned Sales Development Leader at 6sense — talks to me about…

- Why volume shouldn’t define an SDR’s success
- 4 sales development tactics that aren’t going anywhere
- Best practices for hiring and onboarding SDRs
- The 3 C’s that SDRs need to offer exceptional CX
Follow Ernest on LinkedIn or Twitter @theernestowusu.
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.]]>69b42745-1a9b-4610-abcd-e059b3edadb7Tue, 26 Jan 2021 11:00:00 +0000BombBombImagine you’re a new SDR, and your manager tells you to ‘Shut up and dial!’ The experience for the person on the other end of the line is going to be less than exceptional, don’t you think? In order to land promising meetings, we’ve got to stop...In order to land promising meetings, we’ve got to stop measuring success by volume.
In this episode, Ernest Owusu — retired NFL athlete turned Sales Development Leader at 6sense — talks to me about…

- Why volume shouldn’t define an SDR’s success
- 4 sales development tactics that aren’t going anywhere
- Best practices for hiring and onboarding SDRs
- The 3 C’s that SDRs need to offer exceptional CX
Follow Ernest on LinkedIn or Twitter @theernestowusu.
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.]]>2723false118full117. Your First 30, 60, and 90 Days In a CX Role w/ Jeff Breunsbachhttps://www.spreaker.com/episode/117-your-first-30-60-and-90-days-in-a-cx-role-w-jeff-breunsbach--51904086In this episode, I interview Jeff Breunsbach, Director of Customer Experience at Higher Logic and Founder at Gain Grow Retain, about designing a peer-to-peer community that goes beyond online.
What we talked about:

- The relationship between customer experience, community, and customer success

- The vision underlying Gain Grow Retain

- The first 90 days in a new CX role

- Creating a peer-to-peer community

Check out this resource we mentioned during the podcast:

- The Gain Grow Retain Podcast

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.]]>64ebdd0b-ca1d-471e-92b6-79088df8a1bfTue, 19 Jan 2021 11:00:00 +0000BombBombWhat should your first 30, 60, and 90 days in a new CX role focus on? Be prepared for most of your time to be spent listening. In this episode, I interview Jeff Breunsbach, Director of Customer Experience at Higher Logic and Founder at Gain Grow...In this episode, I interview Jeff Breunsbach, Director of Customer Experience at Higher Logic and Founder at Gain Grow Retain, about designing a peer-to-peer community that goes beyond online.
What we talked about:

- The relationship between customer experience, community, and customer success

- The vision underlying Gain Grow Retain

- The first 90 days in a new CX role

- Creating a peer-to-peer community

Check out this resource we mentioned during the podcast:

- The Gain Grow Retain Podcast

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.]]>2891false117full116. Closing Both Loops with Voice of the Customer w/ Lauren Culbertsonhttps://www.spreaker.com/episode/116-closing-both-loops-with-voice-of-the-customer-w-lauren-culbertson--51904088In this episode, I interview Lauren Culbertson, Cofounder & CEO at LoopVOC, about how companies can unify their teams around the voice of the customer.
Lauren and I chat about:

- The 2 loops and how to close them

- Sources of customer feedback (the importance of natural language processing)

- Where to position VOC in your org

- Data sources and segmentation: NPS, online reviews, and Salesforce notes

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.]]>57ac5c3a-9e1e-4e66-81d7-7fc48b15c234Tue, 12 Jan 2021 11:00:00 +0000BombBombCustomer success’s job is to close the little loop — to solve the individual’s problem. But it’s the role of product marketing to close the big loop and adapt company strategy by listening to and acting on the voice of the customer. In this episode,...In this episode, I interview Lauren Culbertson, Cofounder & CEO at LoopVOC, about how companies can unify their teams around the voice of the customer.
Lauren and I chat about:

- The 2 loops and how to close them

- Sources of customer feedback (the importance of natural language processing)

- Where to position VOC in your org

- Data sources and segmentation: NPS, online reviews, and Salesforce notes

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.]]>2540false116full115. (Re)Humanizing Your Events, Content, and Community w/ Bo Brustkernhttps://www.spreaker.com/episode/115-re-humanizing-your-events-content-and-community-w-bo-brustkern--51904094
When it comes to recasting a large-scale event into a webinar, it turns out that video networking is really effective.

In this episode, I interview Bo Brustkern who is the co-founder and CEO at LendIt Fintech, about his love for and strategic use of video.
Bo talked with me about:

- Why entrepreneurs should feel optimistic about FinTech in 2021

- The strategy for transforming in-person events into personal virtual events

- The life-and-death pivot his company made in the last 12 months

- Why he always uses video to share bad news

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.]]>b540d058-e483-40b3-a574-d4f9365c4e6fTue, 05 Jan 2021 11:00:00 +0000BombBombEvery business is a relationship business. It's really important to humanize a brand, especially when the brand is financial because finance can be very complex and impersonal. When it comes to recasting a large-scale event into a webinar, it turns...
When it comes to recasting a large-scale event into a webinar, it turns out that video networking is really effective.

In this episode, I interview Bo Brustkern who is the co-founder and CEO at LendIt Fintech, about his love for and strategic use of video.
Bo talked with me about:

- Why entrepreneurs should feel optimistic about FinTech in 2021

- The strategy for transforming in-person events into personal virtual events

- The life-and-death pivot his company made in the last 12 months

- Why he always uses video to share bad news

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.]]>2349false115full114. The 6 P's of Writing, Publishing, and Selling Your Book (Part 1 of 2) w/ Ethan Beutehttps://www.spreaker.com/episode/114-the-6-p-s-of-writing-publishing-and-selling-your-book-part-1-of-2-w-ethan-beute--51904103I’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 am here today to share Part 1 of the 6 P's of Writing, Publishing, and Selling Your Book.
A very quick overview:

- The 6 P's: purpose, proposal, process, publishing, people, and promotion

- Purpose is knowing why you are writing

- You absolutely need to write a book proposal

- Your new mantra for the writing process

Check out these resources to help you navigate the 6 P's:

- This is a blog post of reflection on writing my book

- Check out this slide deck of the 6 P's

- Building Relationships Through Video (my talk about writing)
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.]]>2cc0afcf-b44e-4f3e-a2c6-80f8386bfe47Thu, 31 Dec 2020 10:00:00 +0000BombBombIf one of your goals for 2021 includes writing, publishing, and selling a book, you might be looking for a roadmap right about now. I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series...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 am here today to share Part 1 of the 6 P's of Writing, Publishing, and Selling Your Book.
A very quick overview:

- The 6 P's: purpose, proposal, process, publishing, people, and promotion

- Purpose is knowing why you are writing

- You absolutely need to write a book proposal

- Your new mantra for the writing process

Check out these resources to help you navigate the 6 P's:

- This is a blog post of reflection on writing my book

- Check out this slide deck of the 6 P's

- Building Relationships Through Video (my talk about writing)
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.]]>1220false114full113. Building A Customer Experience From the Ground Up w/ Eric Cranehttps://www.spreaker.com/episode/113-building-a-customer-experience-from-the-ground-up-w-eric-crane--51904161 
- The relationship between customer experience and customer success
 
- 2 new ways to think about the human/machine relationship
 
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.]]>fb839659-95fe-484b-81bc-2be39fa9aa83Tue, 29 Dec 2020 10:00:00 +0000BombBombEric and David did, and it utterly changed how they thought about value.   - The relationship between customer experience and customer success   - 2 new ways to think about the human/machine relationship   Subscribe, listen, and rate/review the... 
- The relationship between customer experience and customer success
 
- 2 new ways to think about the human/machine relationship
 
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.]]>2758false113full112. Leading and Selling with Noble Purpose w/ Lisa Earle McLeodhttps://www.spreaker.com/episode/112-leading-and-selling-with-noble-purpose-w-lisa-earle-mcleod--51904115 
In this episode, I interview Lisa Earle McLeod, Founder and Keynote Speaker at McLeod & More, Inc., about how noble selling purpose utterly changes CX and EX for the better.
 
Lisa shared so many actionable pieces of wisdom in our conversation. Here are 3 things you can do immediately and for free:
 
- Find and share your customer impact stories
 
- Ask how the customer will be different as a result of doing business with you
 
- Open every meeting with 90 seconds featuring one of your customers to bring them to life for your team
 
Check out these resources we mentioned during the podcast:
 
- Lisa is the author of Selling with Noble Purpose
 
- Lisa is a LinkedIn Learning instructor with courses like Leading with Purpose
 
- Follow Lisa for her “Work on Purpose” newsletter
 
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.]]>88ecd3a6-fe9c-4761-aca0-97800f761d1bTue, 22 Dec 2020 10:00:00 +0000BombBombPurpose is your reason for being — why you do what you do. But noble purpose means that what you do is in the service of others. When you have a noble sales purpose, your reason for serving others sits at the center of your commercial model. And that... 
In this episode, I interview Lisa Earle McLeod, Founder and Keynote Speaker at McLeod & More, Inc., about how noble selling purpose utterly changes CX and EX for the better.
 
Lisa shared so many actionable pieces of wisdom in our conversation. Here are 3 things you can do immediately and for free:
 
- Find and share your customer impact stories
 
- Ask how the customer will be different as a result of doing business with you
 
- Open every meeting with 90 seconds featuring one of your customers to bring them to life for your team
 
Check out these resources we mentioned during the podcast:
 
- Lisa is the author of Selling with Noble Purpose
 
- Lisa is a LinkedIn Learning instructor with courses like Leading with Purpose
 
- Follow Lisa for her “Work on Purpose” newsletter
 
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.]]>2618falsefull111. Building A Personal Experience Into Your Customer Experience w/ Greg Segallhttps://www.spreaker.com/episode/111-building-a-personal-experience-into-your-customer-experience-w-greg-segall--519041100c07cc98-2741-405c-a3a6-98a1f44896fdTue, 15 Dec 2020 09:00:00 +0000BombBombCustomer experience usually manifests in a one-to-many or a one-to-few relationship style. But personal experience (PX) is CX on a one-to-one basis.    After all, people don’t care about brands. We care about the people behind the brand.   In this...2113falsefull110. The Inbound-Freemium Connection w/ Nicholas Hollandhttps://www.spreaker.com/episode/110-the-inbound-freemium-connection-w-nicholas-holland--519041226d4f2b53-2e00-443d-b47c-1f4e7015211eTue, 08 Dec 2020 09:00:00 +0000BombBombPeople are coming to your website because they actually want to evaluate you. Who you are online is something that absolutely impacts your business — whether positively or negatively, depending on how you’ve scaled.    In this episode, I interview...2159falsefull109. Finding Your Customer's Aha Moment w/ Ethan Beutehttps://www.spreaker.com/episode/109-finding-your-customer-s-aha-moment-w-ethan-beute--519041290dcaf9aa-0d51-47f7-b01e-13a925168aadThu, 03 Dec 2020 09:00:00 +0000BombBombDiscovering the Aha moment in your business is a big deal. It can affect the entire course of the customer experience because it creates impressions that your customers can feel, remember, and act on.   I’m Ethan Beute, Chief Evangelist at BombBomb,...765falsefull108. Personas Don't Drive Revenue... Mindsets Do w/ Kristin Zhivagohttps://www.spreaker.com/episode/108-personas-don-t-drive-revenue-mindsets-do-w-kristin-zhivago--51904071185b4323-25d9-487c-a2ea-3112d7a0f4f5Tue, 01 Dec 2020 09:00:00 +0000BombBombNobody likes to be sold to. (Not even sellers, if they’re honest.) Instead of being a sale, customers want a specific solution that originates from their current mindset.   In this episode, I interview Kristin Zhivago, Founder and President at Zhivago...2499falsefull107. Improving Retention (From the First Hello) w/ Gowri Ramkumarhttps://www.spreaker.com/episode/107-improving-retention-from-the-first-hello-w-gowri-ramkumar--51904096496ab8ff-895b-4b16-844c-25e66ebe2a3dTue, 24 Nov 2020 09:00:00 +0000BombBombCustomer retention has always been important, but nowadays it feels absolutely vital. Trust, honesty, and relationship are the 3 broad categories of customer retention — but how to boil them down into actionable tenets?   In this episode, I interview...2418falsefull106. The Magic of Creating Memories at Specific Moments w/ Jeff Kaylorhttps://www.spreaker.com/episode/106-the-magic-of-creating-memories-at-specific-moments-w-jeff-kaylor--51904124e76279a7-9a33-486c-859b-52d8f23082faTue, 17 Nov 2020 09:00:00 +0000BombBombHow can I make people feel like the experience is just for them?   You’d think this question pertains to customer experience — and it does — but it originated from a Magic Moments mindset. As in, actual stage magic.   In this episode, I interview Jeff...2439falsefull105. From Cornflakes to Customer Experience, It’s All About Brand w/ Susan Meierhttps://www.spreaker.com/episode/105-from-cornflakes-to-customer-experience-it-s-all-about-brand-w-susan-meier--5190407610ff691f-6658-47ea-9f01-67232ef32f41Tue, 10 Nov 2020 09:00:00 +0000BombBombIt’s not just a box of cornflakes. It reflects something about you as a parent far beyond ingredients, taste, and health benefits.    How does your breakfast cereal make you feel about yourself?   In this episode, I interview Susan Meier, Founder and...3001falsefull104. Differentiating Far Beyond Product, Features, or Price w/ Stacy Shermanhttps://www.spreaker.com/episode/104-differentiating-far-beyond-product-features-or-price-w-stacy-sherman--519041139da48f90-3c71-450c-963e-fed27bf2f629Tue, 03 Nov 2020 08:00:00 +0000BombBombYou need to acknowledge that employee experience (i.e. happiness) is a bridge to customer experience.   In this episode, I interview Stacy Sherman, the Head of Customer Experience & Employee Engagement at Schindler Elevator and the Founder at...2818falsefull103. Building Relationships With Your Customers’ Customers w/ James Lloydhttps://www.spreaker.com/episode/103-building-relationships-with-your-customers-customers-w-james-lloyd--51904133a0843b7f-73d6-4cf2-9594-5bc2a1f636b0Tue, 27 Oct 2020 07:00:00 +0000BombBombTwo sets of customers don’t equal just two customer experiences. Customer experiences are myriad — especially in B2B healthcare technology, where your customers can grow 5x in a month.   In this episode, I interview James Lloyd, Co-Founder and CTO at...2268falsefull102. Using Suggestion to Sell Decisions & Good Feelings w/ Paul Rosshttps://www.spreaker.com/episode/102-using-suggestion-to-sell-decisions-good-feelings-w-paul-ross--5190411162287915-6515-4fca-9910-47e023f44e6eTue, 20 Oct 2020 07:00:00 +0000BombBombYou may think you’re selling products or services, but you aren’t. You’re actually selling decisions — and good feelings about decisions.   In this episode, I interview Master Hypnotist Paul Ross, CEO and Head Trainer at Subtle Words That Sell, about...2568falsefull101. Embracing Disruptive Moments: Acquisitions and Role Changes w/ Isabelle Papouliashttps://www.spreaker.com/episode/101-embracing-disruptive-moments-acquisitions-and-role-changes-w-isabelle-papoulias--51904126b96ba939-7db2-4611-bd73-29637343564eTue, 13 Oct 2020 08:00:00 +0000BombBombAcquisitions are often times of stress and disruption, to say the least.   Our most recent podcast guest casts new light on one of my favorite themes — that a good employee experience is a necessary precursor to a good customer experience — from the...3028falsefull100. Episode 100! The Epic Takes Mixtapehttps://www.spreaker.com/episode/100-episode-100-the-epic-takes-mixtape--51904119  
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: 
  
- Joey Coleman, author of Never Lose a Customer Again 
  
- David Cancel, founder and CEO of Drift 
  
- Levi Ayriss, VP of Northwest Field Operations at Dutch Bros Coffee 
  
- Paula Hayes, founder, President, and CEO of Hue Noir Cosmetics 
  
- Mat Sweezey, Director of Market Strategy at Salesforce 
  
- Gil Cohen, Founder of Employee Experience Design 
  
- Rachel Ostrander, Director of Runner Experience at Brooks Running 
  
- Sangram Vajre, cofounder and Chief Evangelist at Terminus 
  
- Darin Dawson, cofounder and President at BombBomb 
  
- Todd Hockenberry, sales consultant, advisor, and coach at Top Line Results and coauthor of Inbound Organization 
  
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.]]>49c5dc68-2fdd-457b-8816-2ac7453ae30eThu, 08 Oct 2020 08:00:00 +0000BombBombTo celebrate the 100th episode of The Customer Experience Podcast, I decided to make you an Epic Takes Mixtape.     I watched every video clip from the first 99 episodes and selected 10 that I thought were transcendent. They reach beyond the...  
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: 
  
- Joey Coleman, author of Never Lose a Customer Again 
  
- David Cancel, founder and CEO of Drift 
  
- Levi Ayriss, VP of Northwest Field Operations at Dutch Bros Coffee 
  
- Paula Hayes, founder, President, and CEO of Hue Noir Cosmetics 
  
- Mat Sweezey, Director of Market Strategy at Salesforce 
  
- Gil Cohen, Founder of Employee Experience Design 
  
- Rachel Ostrander, Director of Runner Experience at Brooks Running 
  
- Sangram Vajre, cofounder and Chief Evangelist at Terminus 
  
- Darin Dawson, cofounder and President at BombBomb 
  
- Todd Hockenberry, sales consultant, advisor, and coach at Top Line Results and coauthor of Inbound Organization 
  
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.]]>2096falsefull99. 3 Ways CX Programs Go Wrong (and Right!) w/ Ian Luckhttps://www.spreaker.com/episode/99-3-ways-cx-programs-go-wrong-and-right-w-ian-luck--51904127667a96c0-649b-481c-a94e-f4fd7a74ebe5Tue, 06 Oct 2020 08:00:00 +0000BombBombThe CX gap is a misalignment between CX and the C-Suite… and it’s the major reason that CX programs fail.   Why? Failure to make the data relevant.   In this episode, I interview Ian Luck, VP of Global Marketing at CustomerGauge, about bridging the CX...2759falsefull98. The End-To-End Transparency Trend w/ Nina Simoskohttps://www.spreaker.com/episode/98-the-end-to-end-transparency-trend-w-nina-simosko--5190414043688c5c-276b-4c61-9ad8-6bcde7c01c2aTue, 29 Sep 2020 08:00:00 +0000BombBombCannabis dispensaries, being designated essential during the COVID-19 pandemic, have had to pivot how they interact with customers. From online delivery to seed-to-sale tracking, businesses in the cannabis, hemp, and CBD space care deeply about...2310falsefull97. How UX Drives CX (& the Entire World Economy) w/ Bob Berryhttps://www.spreaker.com/episode/97-how-ux-drives-cx-the-entire-world-economy-w-bob-berry--519041688f493dc2-90c3-41fd-b482-3c626083ebf5Tue, 22 Sep 2020 08:00:00 +0000BombBombUser experience refers to how a human interacts with a computer (also known as human-computer interaction or HCI).   Within the last 20 years, user experience has completely recontextualized customer experience because so many of the touchpoints...2653falsefull96. 4 Steps to Better Storytelling w/ Michael Ashfordhttps://www.spreaker.com/episode/96-4-steps-to-better-storytelling-w-michael-ashford--51904172d16520c1-6ee7-4e7e-bb4e-1818ab7d6554Tue, 15 Sep 2020 08:00:00 +0000BombBombCustomer experience is the emotions that a customer feels about your organization. The gateway to strengthening the positive emotions of your consumers is great storytelling.   In this episode, I interview Michael Ashford, Director of Marketing at...3206falsefull95. The 5 I’s of Customer Experience w/ Jim Rembachhttps://www.spreaker.com/episode/95-the-5-i-s-of-customer-experience-w-jim-rembach--51904079b1c86a75-6b12-4402-b1cf-f3c50dc34606Tue, 08 Sep 2020 08:00:00 +0000BombBombCustomer experience is created when 5 elements work in concert: intention, investment, invention, inspection, and iterations.   Each one of these elements has a different type of influence over customer experience as well as leadership and employee...2339falsefull94. Please Email Me: The Customer Feedback Episode w/ Ethan Beutehttps://www.spreaker.com/episode/94-please-email-me-the-customer-feedback-episode-w-ethan-beute--51904118ethan@bombbomb.com.   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 what I’ve learned from podcast guests about customer feedback.   What you’ll hear about:   - How to make the bad good & the good better   - Why I value customer feedback so highly   - Sources of customer feedback that you might have overlooked   - Episodes that focus specifically on handling feedback   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.]]>2152baa6-7b73-46ae-b79d-58881b866a3bThu, 03 Sep 2020 08:00:00 +0000BombBombPlease email me about this podcast. I would truly love to hear from you.   I’m not kidding. My email is ethan@bombbomb.com.   I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the...ethan@bombbomb.com.   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 what I’ve learned from podcast guests about customer feedback.   What you’ll hear about:   - How to make the bad good & the good better   - Why I value customer feedback so highly   - Sources of customer feedback that you might have overlooked   - Episodes that focus specifically on handling feedback   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.]]>633falsefull93. 3 Best Practices of a Great Community Builder w/ Joe Huberhttps://www.spreaker.com/episode/93-3-best-practices-of-a-great-community-builder-w-joe-huber--51904175662d6b3b-b73d-4e42-967c-83c317616472Tue, 01 Sep 2020 08:00:00 +0000BombBombTo be a good community builder, you have to leverage strategy. Building a community gives businesses and organizations not only a thriving group of customer advocates but also a space to listen to and test out new ideas about the service or product. ...2332falsefull92. What’s Next for Restaurants & Offices w/ Alex Gracehttps://www.spreaker.com/episode/92-what-s-next-for-restaurants-offices-w-alex-grace--51904144f2414e12-496b-491b-8d3c-38e378a63e80Tue, 25 Aug 2020 08:00:00 +0000BombBombWhat’s a ghost kitchen & why will we be seeing more of them in the next 12 months?    Among the industries that have adapted the most during the pandemic are restaurants and commercial real estate owners (and in a fight, restaurants would win). We...2718falsefull91. Align & Engage for Enterprise Sales Success w/ Nema Hashemihttps://www.spreaker.com/episode/91-align-engage-for-enterprise-sales-success-w-nema-hashemi--519041305d80f788-f5d4-47f3-8f28-d51084412956Tue, 18 Aug 2020 08:00:00 +0000BombBombEngagement is the moment when customers and prospects interact with the brand. From that moment on, the reality of being that brand’s customer becomes the customer experience.    Without effective engagement, there is no customer experience.   In this...2665falsefull90. Why Transparency Sells Better Than Perfection w/ Todd Caponihttps://www.spreaker.com/episode/90-why-transparency-sells-better-than-perfection-w-todd-caponi--51904139ef95d69d-eb14-4e45-b1b3-d9b2378fef4eTue, 11 Aug 2020 08:00:00 +0000BombBombBuyers barely even read the product description anymore. 96% of us scroll right to the reviews because we want to predict what our buying experience will be like.   The last thing we want is for an organization to over promise and under deliver. We...2898falsefull89. The 4 Stages of Video Adoption w/ Ethan Beutehttps://www.spreaker.com/episode/89-the-4-stages-of-video-adoption-w-ethan-beute--519041457df462e4-3120-4388-8586-210d8138d54eThu, 06 Aug 2020 08:00:00 +0000BombBombYou already believe that sending video messages is one of the most successful ways to make you and your team members more visible to customers. But you’re a little iffy on exactly how to adopt video messages into your organization successfully.    I’m...1437falsefull88. Talking CX and EX with Sendoso’s Chief Customer Officer w/ Alli Tiscorniahttps://www.spreaker.com/episode/88-talking-cx-and-ex-with-sendoso-s-chief-customer-officer-w-alli-tiscornia--5190413185e6e491-42fb-4d0d-8851-3c0a0fcd038fTue, 04 Aug 2020 08:00:00 +0000BombBombNot everyone knows exactly what a Chief Customer Officer does. Even fewer realize that their role is to create delight at every point in the customer experience journey.   In this episode, I interview Alli Tiscornia, Chief Customer Officer at Sendoso,...2223falsefull87. Staying Human-First In Your Sales Process w/ Tori Belkinhttps://www.spreaker.com/episode/87-staying-human-first-in-your-sales-process-w-tori-belkin--51904098d0768da7-9f27-40c4-a9d9-5d6ebd9831b1Tue, 28 Jul 2020 08:00:00 +0000BombBombPeople buy from people they like, people they feel an emotional connection with.   But when our sales strategy is to launch directly into the pitch in the first conversation, we get feedback that our company is “too salesy.”    The flip side of that...2012falsefull86. Hiring for Soft Skills, Training for Tech Skills w/ Richard Myershttps://www.spreaker.com/episode/86-hiring-for-soft-skills-training-for-tech-skills-w-richard-myers--51904132ab39e61b-12b7-4037-a78f-6336d75e2b64Tue, 21 Jul 2020 08:00:00 +0000BombBombWhen your tech-oriented customer base is growing faster than you can hire your customer support staff, you have a big CX problem.   Obviously, the solution is to create an internal training program from scratch, right?   In this episode, I interview...2567falsefull85. How To Successfully Pivot To A Virtual Event w/ Corey McCarthyhttps://www.spreaker.com/episode/85-how-to-successfully-pivot-to-a-virtual-event-w-corey-mccarthy--51904142b6d0618c-cb2e-4b6c-9b48-2e8cb83b376bTue, 14 Jul 2020 08:00:00 +0000BombBomb64% of all event planners have never done a virtual or hybrid event before. About 60% of attendees have never been to a virtual or hybrid event. Those numbers are from just a few weeks ago.   How can we know what makes a great virtual event so that we...2178falsefull84. 10 Rules for Building a Category & Community w/ Sangram Vajrehttps://www.spreaker.com/episode/84-10-rules-for-building-a-category-community-w-sangram-vajre--51904085296c8f72-1a41-48e1-9cf7-da38049c7c6dTue, 07 Jul 2020 08:00:00 +0000BombBombWe all want to belong to a tribe. The greatest way to grow your business is not to build your brand or throw events — it’s to grow a community around the solution to a problem.   In this episode, I interview Sangram Vajre, Chief Evangelist and...2495falsefull83. The 3 Pillars of Post-Crisis Customer Communication w/ Brian Gilmanhttps://www.spreaker.com/episode/83-the-3-pillars-of-post-crisis-customer-communication-w-brian-gilman--519040837da89557-fbc5-4ab8-af29-1a4e8d4e854aTue, 30 Jun 2020 08:00:00 +0000BombBombThe onset of the COVID-19 pandemic created a variety of crises and challenges at each of its 3 stages. Though the pandemic persists, its consequences are more clear and the crises become more manageable. As we enter a post-crisis phase (Jun 2020-Dec...2640falsefull82. 3 Ways to Fight Zoom Fatigue w/ Ethan Beutehttps://www.spreaker.com/episode/82-3-ways-to-fight-zoom-fatigue-w-ethan-beute--519041385672f385-08ce-428c-abb4-0cdc47602a6cThu, 25 Jun 2020 08:00:00 +0000BombBombVideo meetings are more than likely here to stay.  They’re exhausting, though — way beyond mere eyestrain. If more of us are going to work remotely, we need to implement these 3 ways to overcome “Zoom fatigue.”   I’m Ethan Beute, Chief Evangelist at...830falsefull81. 4 Truths for Customer Experience as the Backbone of Your Business w/ Aaron Weichehttps://www.spreaker.com/episode/81-4-truths-for-customer-experience-as-the-backbone-of-your-business-w-aaron-weiche--51904184644561f3-559d-4967-a621-dcd9931cf281Tue, 23 Jun 2020 08:00:00 +0000BombBombDuring COVID-19, businesses need to recognize that hearing from and listening to customers has never been more important. Your customers need to feel safe if you’re reopening.    To make customer experience the core of your business, you need to focus...2543falsefull80. Employee Experience Design: How, Why, and Where To Begin w/ Gil Cohenhttps://www.spreaker.com/episode/80-employee-experience-design-how-why-and-where-to-begin-w-gil-cohen--5190419813fc5eef-ca19-470f-816c-30e64840da52Tue, 16 Jun 2020 08:00:00 +0000BombBombEmployee experience is the sum of all the touchpoints you have with your employer organization — which equals millions of touches.   Why, then, have 40% of managers not even checked in on how their employees are doing during the pandemic?   In this...2743falsefull79. A 4-Part Framework for a Frictionless Experience w/ Anthony Coundourishttps://www.spreaker.com/episode/79-a-4-part-framework-for-a-frictionless-experience-w-anthony-coundouris--51904158847777d6-cb01-4d06-a4f9-e592a2404ccfTue, 09 Jun 2020 08:00:00 +0000BombBombCustomer experience shouldn’t be an afterthought. Unless you’ve intentionally built it into your organization’s core, you probably aren’t offering an especially frictionless customer experience. Wait, what’s so bad about friction?   In this episode, I...2388falsefull78. 3 Ways To Improve Data Literacy w/ Piyanka Jainhttps://www.spreaker.com/episode/78-3-ways-to-improve-data-literacy-w-piyanka-jain--5190414636251be7-fddd-41e5-9a01-d72a6378e1e3Tue, 02 Jun 2020 08:00:00 +0000BombBombData literacy is knowing how to read and understand data — such as the difference between a histogram and a flow chart. Data maturity is knowing how to use data to make decisions — like giving your customers what they want the most.    Right now, a...2743falsefull77. The Science of Video (& the New Metric That Matters Most) w/ Ethan Beutehttps://www.spreaker.com/episode/77-the-science-of-video-the-new-metric-that-matters-most-w-ethan-beute--51904151http://vid.us/hqpw9j   - David Meerman Scott on Proximity http://vid.us/2521tx   - Vanessa Van Edwards on Connection http://vid.us/a0x55t   - Ethan Beute on the Science of Video http://vid.us/a0x55t   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.]]>90562840-d6b8-45a4-b8f3-2c4776efe619Thu, 28 May 2020 08:00:00 +0000BombBombWhen there’s a face present, 70% of our gaze goes straight to it.   The problem that recorded video solves right now is the problem that it’s always solved. Video connects you to people in an immediate and intimate way that faceless digital...http://vid.us/hqpw9j   - David Meerman Scott on Proximity http://vid.us/2521tx   - Vanessa Van Edwards on Connection http://vid.us/a0x55t   - Ethan Beute on the Science of Video http://vid.us/a0x55t   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.]]>1512falsefull76. When Customer Experience Becomes An Existential Experience w/ Todd Hockenberryhttps://www.spreaker.com/episode/76-when-customer-experience-becomes-an-existential-experience-w-todd-hockenberry--519041992f5bdcdd-f0ef-4b64-90a7-8f10a478951aTue, 26 May 2020 08:00:00 +0000BombBombOur ideas about customer experience have probably changed drastically due to the COVID-19 pandemic. Customer experience is no longer just about getting value from a service or experience. It’s actually about helping each other survive.   When customer...2767falsefull75. Emotional Intelligence and The Power of Faces w/ Dan Hillhttps://www.spreaker.com/episode/75-emotional-intelligence-and-the-power-of-faces-w-dan-hill--5190414300daad75-0a82-4b4a-b996-239c23c600b6Tue, 19 May 2020 08:00:00 +0000BombBombThe only two currencies in the world are dollars and emotions. Emotion is also an often overlooked component of customer experience. When it comes to human emotions, the face is the window to the soul, meaning that facial expressions — if you know how...2412falsefull74. Using Tech to Scale the Human Touch and Build Community w/ Stef Caldwellhttps://www.spreaker.com/episode/74-using-tech-to-scale-the-human-touch-and-build-community-w-stef-caldwell--5190415614d9b9c0-391c-41c2-86c7-6c71a38c992eTue, 12 May 2020 08:00:00 +0000BombBombEveryone tracks some form of data. (We track quite a lot of it if we’re rolling with the times.) But amassing data isn’t meaningful unless we can create a narrative out of the facts.   For example, if you just looked at the cold data of the COVID-19...2569falsefull73. Marketing To Your Employees, Not Just Your Customers w/ Chris Wallacehttps://www.spreaker.com/episode/73-marketing-to-your-employees-not-just-your-customers-w-chris-wallace--51904137f12973ec-2686-401e-b999-4bbcb329355fTue, 05 May 2020 08:00:00 +0000BombBombWe always talk about brand as a collection of promises that a company is making to its customers. At the end of the day, brand really comes down to the essence of a company.   However, if the people spending the money on the advertising do not have a...2431falsefull72. Better Marketing Through Product, Sales, and Customer Conversations w/ Shanee Ben-Zurhttps://www.spreaker.com/episode/72-better-marketing-through-product-sales-and-customer-conversations-w-shanee-ben-zur--51904147739420c9-69c6-43a9-8d76-f204b6af84d8Tue, 28 Apr 2020 08:00:00 +0000BombBombNow more than ever, having a focus on the customer experience matters. If we're not empathetic to what our customers are going through, we won’t just not make a sale, we’ll make an enemy. This timely reminder underscores the importance of customer...2628falsefull71. Differentiating Your Brand by Humanizing The Experience w/ Ed Breaulthttps://www.spreaker.com/episode/71-differentiating-your-brand-by-humanizing-the-experience-w-ed-breault--519041628a113ad7-e8be-40be-ba8c-1125333705c5Tue, 21 Apr 2020 08:00:00 +0000BombBombBrand experience is a promise that the buying experience will match the perceived value of the brand. Therefore, brand experience — education, enrichment, and human connection — begins well before a customer becomes a customer.    When a prospect...2436falsefull70. Mental Health in Sales: More Than 40% Struggle w/ Jeff Riseleyhttps://www.spreaker.com/episode/70-mental-health-in-sales-more-than-40-struggle-w-jeff-riseley--519040917fe4d29d-4b1c-4ac6-8a61-2f295f7c8cf2Tue, 14 Apr 2020 08:00:00 +0000BombBombThink of five salespeople you know. Imagine their names and faces. Odds are, at least two of them are struggling with their mental health.   But no one’s really talking about mental health in sales, even though survey research has shown that over 40%...2582falsefull69. The Essence of CX: How You Make People Feelhttps://www.spreaker.com/episode/69-the-essence-of-cx-how-you-make-people-feel--51904157237cae6e-3fbd-48a0-bfe1-29232b26de49Thu, 09 Apr 2020 07:00:00 +0000BombBomb“People will forget what you did. But they will never forget how you made them feel.” This quote from Maya Angelou embodies the heart of customer experience.    It’s simplifying the concept to say that customer experience is how you make people feel,...506falsefull68. Creating & Delivering Better Buying Experiences with Video w/ Josh Fediehttps://www.spreaker.com/episode/68-creating-delivering-better-buying-experiences-with-video-w-josh-fedie--519041661d16e2e7-61f3-4a25-8e96-f8fac3a81890Tue, 07 Apr 2020 07:00:00 +0000BombBombThe customer experience often starts at or near the buying experience. So, today, we’re talking about creating and delivering better buying experiences.    Every one of us experiences some version of buyer’s remorse every time we make a purchase....2707falsefull67. Customer Communication In Times of Crisis w/ Samantha Stonehttps://www.spreaker.com/episode/67-customer-communication-in-times-of-crisis-w-samantha-stone--51904150fa4696ae-a11f-4ad5-86db-5a05e8702877Tue, 31 Mar 2020 07:00:00 +0000BombBombWe’re neck deep in the Coronavirus pandemic, but digital communication gives us the power to stay connected while we’re physically separated. Should customer communication channels change during a time of crisis?    In this episode of The Customer...3092falsefull66. Restoring The Human Factor To Fulfill The “Big CX Dream” w/ Ben Smithwellhttps://www.spreaker.com/episode/66-restoring-the-human-factor-to-fulfill-the-big-cx-dream-w-ben-smithwell--51904167259c6c37-2ac5-4d58-8c60-d6deb57c9364Tue, 24 Mar 2020 07:00:00 +0000BombBombBasically, CX is in a pretty bad state. Stagnating macro studies on customer experience like the CXI metric are just one indicator…   In other words, the so-called “Big CX Dream” has failed to live up to its billing.    In this episode, we talked...2065falsefull65. Product Usage as a Vanity Metric w/ Chris Hickenhttps://www.spreaker.com/episode/65-product-usage-as-a-vanity-metric-w-chris-hicken--51904186997fe05b-7504-4ff7-b1c1-852c5171f0b1Tue, 17 Mar 2020 08:00:00 +0000BombBombProduct usage is a vanity metric.   Actually, product usage is just one of 15 factors that companies should use to build a picture of their organization’s health. These belong in four “buckets” that show what to track instead to create a risk profile...2504falsefull64. A Circular Approach to the Customer Lifecycle w/ Wes Schaefferhttps://www.spreaker.com/episode/64-a-circular-approach-to-the-customer-lifecycle-w-wes-schaeffer--519041008e2e4b59-47fe-4c4e-b290-12a5e1c690deTue, 10 Mar 2020 07:00:00 +0000BombBombHow do you envision the customer lifecycle? Is it linear or circular? The latter is your best bet if you want lifelong customers. And it’s as easy as ABC...DE, then repeat.   If you’re stumped on what this means for your sales and marketing team, this...1858falsefull63. Creating Fans Through Human Connection w/ David Meerman Scotthttps://www.spreaker.com/episode/63-creating-fans-through-human-connection-w-david-meerman-scott--51904206b50352c6-31f2-49d0-a37c-9b3e1f8144e2Tue, 03 Mar 2020 16:26:46 +0000BombBombIf you’re looking to grow your business, then having a raving fan base can help you get you there. Passion is contagious, and they are passionate about what you have to offer. So, as your fandom flourishes, so will your company. To accomplish this,...2828falsefull62. The 6 Layers of Learning: Bloom's Taxonomy w/ Ethan Beutehttps://www.spreaker.com/episode/62-the-6-layers-of-learning-bloom-s-taxonomy-w-ethan-beute--51904188f4106df4-514e-473f-a450-6d1db8eb67bfThu, 27 Feb 2020 09:00:00 +0000BombBombBecause you're listening to this podcast, I can make one pretty good guess about you… You’re a learner. You intentionally seek out information, meaning that you actively learn as a regular part of your life. I'll go out on another limb and say that in...501falsefull61. Creating Instant Connection With Anyone You Want to Know w/ James Carbaryhttps://www.spreaker.com/episode/61-creating-instant-connection-with-anyone-you-want-to-know-w-james-carbary--51904200df2c4199-dcc2-4c5e-aee7-4d0c0fb351bfTue, 25 Feb 2020 09:00:00 +0000BombBombIf you want your business to grow and succeed, it needs to be built on a solid foundation of relationships. Obviously. However, creating connection with the right people can be quite difficult — even damaging — if you go about it the wrong way. What...2792falsefull60. The Context Marketing Revolution w/ Mathew Sweezeyhttps://www.spreaker.com/episode/60-the-context-marketing-revolution-w-mathew-sweezey--51904101fe637004-cf0c-48ed-890c-ea3f24f826baTue, 18 Feb 2020 09:00:00 +0000BombBombAs the customer experience evolves, so do our motives. Consumers are no longer motivated by a great piece of content (if they ever were). They’re motivated as long as you can offer them the best solution at the most essential time. In fact, the...2634falsefull59. The Pirate's Guide To Sales: Learn and Steal from The Best w/ Tyler Menkehttps://www.spreaker.com/episode/59-the-pirate-s-guide-to-sales-learn-and-steal-from-the-best-w-tyler-menke--51904102af0cd2f5-861f-47f1-99a7-fd4b13d161d1Tue, 11 Feb 2020 05:00:00 +0000BombBombWhen you constantly learn from the best, you become the best. Today we’re learning from some of the best salespeople, who know that the secret to improving customer experience is no secret at all. My most recent podcast guest spent a few years as a...2218falsefull58. Uniting Customers and Brands Through Experiential Marketing w/ Ruthie Schulderhttps://www.spreaker.com/episode/58-uniting-customers-and-brands-through-experiential-marketing-w-ruthie-schulder--51904171dc06e4e9-e82e-4451-9c81-a6a7a74b02d8Tue, 04 Feb 2020 09:00:00 +0000BombBombThree experience-based goals are the foundation of an amazing agency that builds the concept of experience right into its name: The Participation Agency. Translating digital experiences into lived experiences. Creating remarkable, resonant...2324falsefull57. Customer Obsession As Your Key Differentiator w/ Ned Arickhttps://www.spreaker.com/episode/57-customer-obsession-as-your-key-differentiator-w-ned-arick--51904165cdb15ca6-3a93-46ad-a5b7-9afff7519138Tue, 28 Jan 2020 09:00:00 +0000BombBombExperience differentiators were the subject of a recent LinkedIn post that grabbed my attention for the way it spoke to the heart of this podcast… aligning to invest in creating and delivering better experiences for our customers. I asked its author...2349falsefull56. 3 Customer Experience Myths Debunked & Set Straight w/ Ethan Beutehttps://www.spreaker.com/episode/56-3-customer-experience-myths-debunked-set-straight-w-ethan-beute--5190416049af6c62-c328-4156-9221-72e3144747beThu, 23 Jan 2020 09:00:00 +0000BombBombThe most economically valuable thing you can do is to meet customer expectations. Meet the expectations. Not exceed customer expectations. Not surprise and delight your customers at every turn. Actually, the best way (economically and experientially)...739falsefull55. How “Slightly Better Than Average” Creates Amazing Experiences w/ Shep Hykenhttps://www.spreaker.com/episode/55-how-slightly-better-than-average-creates-amazing-experiences-w-shep-hyken--519041147bc147c8-6a6c-4e9a-814e-c4e0f644cd4fTue, 21 Jan 2020 09:00:00 +0000BombBombAmaze every customer every time … that sounds like a promising foundation for a remarkable customer experience, doesn’t it? That’s the theme of the conversation you’re about to enjoy. My guest today is Shep Hyken, Chief Amazement Officer at Shepard...2566falsefull54. Unlocking the Science of Video w/ Vanessa Van Edwardshttps://www.spreaker.com/episode/54-unlocking-the-science-of-video-w-vanessa-van-edwards--51904154b3959c8b-6cfc-48b8-bc81-ae813b4d0d2aTue, 14 Jan 2020 09:00:00 +0000BombBombToday, we’re talking about how people work. It’s no understatement to say that knowing how people think and what makes them tick is a must for everything from making sales to just holding conversations that uplift both sides. I was incredibly excited...2043falsefull53. Sales Advice To Lead, Coach, and Align Your Team w/ Dave Kennethttps://www.spreaker.com/episode/53-sales-advice-to-lead-coach-and-align-your-team-w-dave-kennet--51904176ad00f52e-0b18-4bc5-9a86-01799031d41eTue, 07 Jan 2020 06:00:00 +0000BombBombA great employee experience begets a great customer experience. If you want to retain your best team members, you need to value them and invest in them. Today, we’re talking about investments in your sales team - training, coaching, and development....2004falsefull52. Video Belongs In These 3 Moments In Your Customer Journey w/ Ethan Beutehttps://www.spreaker.com/episode/52-video-belongs-in-these-3-moments-in-your-customer-journey-w-ethan-beute--519041640749d069-e362-48b3-a81d-71c02029f04dThu, 26 Dec 2019 09:00:00 +0000BombBombIf you've been thinking at all about implementing video into your sales or CS process — and let’s face it, you pretty much can’t be a video denier anymore — you're going to love this episode.  There's been a ton of talk about video lately. Not that...777falsefull51. How To Enable Your Sales Team: Practical Tips for Sales Leaders w/ Joe Capriohttps://www.spreaker.com/episode/51-how-to-enable-your-sales-team-practical-tips-for-sales-leaders-w-joe-caprio--51904196bc8062f1-b1a0-4132-bb2d-d398458d31d0Tue, 17 Dec 2019 09:00:00 +0000BombBombLet’s drill into sales enablement. Not just the important question of how we can best prepare our salespeople, but I’m talking here about how we set them up to serve our customers successfully? Sales isn’t about quotas; it’s about pursuing our...1576falsefull50. The Ethics of AI - Customer Persuasion vs Customer Coercion w/ William Ammermanhttps://www.spreaker.com/episode/50-the-ethics-of-ai-customer-persuasion-vs-customer-coercion-w-william-ammerman--5190417399d2e67e-7d7e-4c57-8e0a-8825562ccef6Tue, 10 Dec 2019 09:00:00 +0000BombBombHuman domination by superintelligences is pretty much the thing to be talking about, ever since the Golden Age of Sci-Fi. Has the passage of nearly 70 years since then made us more or less susceptible to Alexa, Cortana, Siri, and others like them?...2794falsefull49. 4 Tactics Every Salesperson Should Steal From Marketing w/ Scott Barkerhttps://www.spreaker.com/episode/49-4-tactics-every-salesperson-should-steal-from-marketing-w-scott-barker--51904210753f8a22-23e4-4a7b-87ac-3ab872b67306Tue, 03 Dec 2019 09:00:00 +0000BombBombThe benefits of being a lifelong learner are priceless. But, have you ever considered learning more about a different profession in order to improve the work you do? That’s exactly what Scott Barker has done on multiple occasions. Scott is the Head of...2249falsefull48. 5 CX Tips from My Car Buying Experience w/ Ethan Beutehttps://www.spreaker.com/episode/48-5-cx-tips-from-my-car-buying-experience-w-ethan-beute--5190415252b8cc85-2ad7-4b66-a9ab-3c3ff236041aThu, 28 Nov 2019 09:00:00 +0000BombBombMy wife and I recently had to go out and buy a new car.  And if there aren't customer experience lessons in that process, I don't know where else they are.  So, on this episode of The Customer Experience podcast, I shared the 5 things I learned about...823falsefull47. Asking Better Sales Questions for Greater Sales Success w/ Brian Robinsonhttps://www.spreaker.com/episode/47-asking-better-sales-questions-for-greater-sales-success-w-brian-robinson--51904215090088c6-6709-470a-9ac9-1219772d793bTue, 26 Nov 2019 09:00:00 +0000BombBomb“One question can change everything.” Indeed, it can. On the latest episode of The Customer Experience Podcast, I have the pleasure of speaking with Brian Robinson, author of best-selling The Selling Formula and VP of Strategic Partnerships at...2277falsefull46. Developing Customer Loyalty Requires Cultural Empathy w/ Kristin Messerlihttps://www.spreaker.com/episode/46-developing-customer-loyalty-requires-cultural-empathy-w-kristin-messerli--51904224275ea391-b406-4b21-9ba1-d2081a3a96f5Tue, 19 Nov 2019 09:00:00 +0000BombBombMillennials are the most diverse generation in U.S. history with 44% of the generation reporting minority backgrounds.  That means, if companies haven’t figured out how to work with or sell to millennials, it’s best to start— well — now. One idea to...2244falsefull45. The Modern Buying Process and Product-Led Growth w/ Wes Bushhttps://www.spreaker.com/episode/45-the-modern-buying-process-and-product-led-growth-w-wes-bush--51904177b71bc4a6effb4418bbb79e4f1ada7989Tue, 12 Nov 2019 10:00:00 +0000BombBombWe’re all familiar with the traditional sales-led way of acquiring customers: They demo the product and are passed along to one of your salespeople. And, hopefully, the perceived value of your product matches their actual experience. What if you just...2282falsefull44. The 3 Components of Trust for Better Customer Relationships w/ Cory Scheerhttps://www.spreaker.com/episode/44-the-3-components-of-trust-for-better-customer-relationships-w-cory-scheer--51904207dac6ada3b23244c4bd1b6a27d5179d7fTue, 05 Nov 2019 16:11:13 +0000BombBombEvery time Cory Scheer puts on his Brooks running shoes, he has a great experience.  He doesn’t get blisters and his feet feel comfortable. And when it’s time for a new pair of shoes, he turns to Brooks. So, how do you create experiences like this?...3301falsefull43. 3 Ways To Win With The SaaS Sales Method w/ Ethan Beutehttps://www.spreaker.com/episode/43-3-ways-to-win-with-the-saas-sales-method-w-ethan-beute--51904205047d5efce9c74befb7f8a367b19d56a5Thu, 31 Oct 2019 08:00:00 +0000BombBombEveryone in your organization should be selling.  All the time. At least, that’s what I learned from Jacco vanderKooij, the founder and CEO of Winning By Design. And, I’d have to say I whole-heartedly agree with him. On this episode, I talk about:...576falsefull42. 5 Ways Internal Alignment Can Elevate Your Customer Experience w/ Sangram Vajrehttps://www.spreaker.com/episode/42-5-ways-internal-alignment-can-elevate-your-customer-experience-w-sangram-vajre--5190417448953b2d36e348dfaad89a9f4e83ef94Tue, 29 Oct 2019 08:00:00 +0000BombBombWith regard to customer experience, alignment within our organizations and across our teams is one of the biggest opportunities and challenges in front of us.We’ll get into - and a lot more - that with today’s guest, Sangram Vajre. Sangram is the...2756falsefull41. Setting Up Your B2B Live Chat To Dramatically Accelerate Sales w/ Nelson Brutonhttps://www.spreaker.com/episode/41-setting-up-your-b2b-live-chat-to-dramatically-accelerate-sales-w-nelson-bruton--519042232c2dad24653940839022adad3b34d9caTue, 22 Oct 2019 08:00:00 +0000BombBombIn this digital age, people are searching for more human connection than ever before. As B2B marketers and sellers are finding more ways to automate top-of-the-funnel processes - like chatbots - we may actually be losing leads because of it. ...2321falsefull40. The Biggest Transformation in Prospecting in 30 Years w/ Dan Tyrehttps://www.spreaker.com/episode/40-the-biggest-transformation-in-prospecting-in-30-years-w-dan-tyre--51904159dtyre@hubspot.com ]]>fe850a8d27cb4d7e99ac43598404a9bfTue, 15 Oct 2019 14:35:12 +0000BombBombHuman, helpful, and relevant. These are 3 attributes we need to create within our organizations to deliver great experiences for our customers. Dan Tyre, co-author of The Inbound Organization and HubSpot executive, came on this episode to share his...dtyre@hubspot.com ]]>2665falsefull39. Company Culture as Your Competitive Edge w/ Dutch Bros. Coffeehttps://www.spreaker.com/episode/39-company-culture-as-your-competitive-edge-w-dutch-bros-coffee--51904187e0b309d1933143a185509ac8ca37043bTue, 08 Oct 2019 08:00:00 +0000BombBombCustomer experience is a moment that is created between two individuals, where a desire meets a craft. Not everyone gets it right every time, but it’s an opportunity to create a moment with another human being as a stimulation for a long-term...2978falsefull38. Training and Certifying Your Sales Teams to Speak Your Customer's Language w/ Alex Rosemblathttps://www.spreaker.com/episode/38-training-and-certifying-your-sales-teams-to-speak-your-customer-s-language-w-alex-rosemblat--51904179d69028d843bb418680446f8b75b4e02cTue, 01 Oct 2019 08:00:00 +0000BombBombIf you want to learn a little bit about training and certifying your sales teams to speak your customers’ language you’re in the right place.  Alex Rosemblat, VP of Marketing at Datadog, came on this episode of The Customer Experience podcast to...1642falsefull37. How NOT to Use LinkedIn Messaging for Prospecting w/ Ethan Beutehttps://www.spreaker.com/episode/37-how-not-to-use-linkedin-messaging-for-prospecting-w-ethan-beute--51904178b6c2a2e57c794aaf956e986004e7a662Thu, 26 Sep 2019 08:00:00 +0000BombBombThere’s something that I’m tired of. I think you're probably tired of it, too: When you accept a LinkedIn connection request and the person immediately hits you up with an unsolicited and irrelevant sales pitch in a direct message.  So, I decided to...555falsefull36. The Financial Side of CX: Which Customers Should You Invest In? w/ Sarah Tomshttps://www.spreaker.com/episode/36-the-financial-side-of-cx-which-customers-should-you-invest-in-w-sarah-toms--5190418272d4a65bad7f4c4aa60328f6ea74dbb2Tue, 24 Sep 2019 08:00:00 +0000BombBombIn any given company, not all customers are created equal.  So, we need to know where, when, and in whom we should be investing.  Well, on today’s episode of The Customer Experience podcast, we did something a little bit unique — we put customer...2312falsefull35. 2 Keys to Creating an ‘Extraordinary’ Customer Experience w/ Dan Gingisshttps://www.spreaker.com/episode/35-2-keys-to-creating-an-extraordinary-customer-experience-w-dan-gingiss--51904185d5269b62af8c4cd2812d9dde65fb9442Tue, 17 Sep 2019 08:00:00 +0000BombBombResearch shows that people are actually more willing to share about the positive experiences they’ve had with companies than the more negative ones.  So, why don’t they? Well, most of us just haven’t had those kinds of really positive experiences. So,...2931falsefull34. 4 Things EVERY Customer Wish You Understood About Them w/ Michael Redbordhttps://www.spreaker.com/episode/34-4-things-every-customer-wish-you-understood-about-them-w-michael-redbord--519041815abfc1868f0449d3a64ec354ea28f416Tue, 10 Sep 2019 09:00:00 +0000BombBombCustomer’s so wish every business understood these 4 things that Mike Redbord shared with us on our our Customer Experience Podcast. Mike’s the GM of Service Hub at HubSpot, and he came on our show to share a few secrets from inside the customer’s...2404falsefull33. What Your Marketing Team's Doing That's Probably Illegal w/ Sharon Toerekhttps://www.spreaker.com/episode/33-what-your-marketing-team-s-doing-that-s-probably-illegal-w-sharon-toerek--5190411285c75a7a3366444cb89d7cf3241ff327Tue, 03 Sep 2019 08:00:00 +0000BombBombAfter “What’s the meaning of life?”, here’s the next most important question: Do I need permission to repost this? Can’t answer the first one for you, but the second one is a gigantic yes. I sat down with Sharon Toerek, Intellectual Property and...2165falsefull32. Meeting Customers’ Evolving Needs with a Customer Experience Team w/ Luke Owenhttps://www.spreaker.com/episode/32-meeting-customers-evolving-needs-with-a-customer-experience-team-w-luke-owen--51904230c4aef235c1fb4f3cbb97da0d416380aeTue, 27 Aug 2019 08:00:00 +0000BombBombYou only think you’ve built a great relationship with a client. But...you didn’t check up on how their goals are evolving. Churn, churn, churn. I got to talk to Luke Owen, Director of Customer Experience at Formstack, about what it means to have the...2095falsefull31. Brand Legacy Is a Human Thing (Not a Corporate Thing) w/ Kristy Kruegerhttps://www.spreaker.com/episode/31-brand-legacy-is-a-human-thing-not-a-corporate-thing-w-kristy-krueger--5190412527a763a2b6d94c308e6bc67a1023552dTue, 20 Aug 2019 09:00:00 +0000BombBombMarketing is a human driven mission, not a money-making endeavor. When you start by treating customers like humans, you will get better results not only for your company, but more importantly, for your customers as well.  Kristy Krueger is the lead...1460falsefull30. Avoiding Branding and Marketing Mistakes While Driving Fast w/ Dave Knoxhttps://www.spreaker.com/episode/30-avoiding-branding-and-marketing-mistakes-while-driving-fast-w-dave-knox--5190423245f8af35839b4afab2cfb1b49514677bTue, 13 Aug 2019 08:00:00 +0000BombBombNo one can tell the future. And if anyone claims they can, walk away… slowly. Yet, there are ways to anticipate some of the biggest turns your business will encounter. Brand builder, digital transformer, venture investor, and startup advisor, Dave...2218falsefull29. Making B2B Marketing More Personal w/ Brett Chesterhttps://www.spreaker.com/episode/29-making-b2b-marketing-more-personal-w-brett-chester--5190420413c3bd9de2ff48c5aa5463780274ddecTue, 06 Aug 2019 09:00:00 +0000BombBombMost companies forget that an actual person is on the other end of their marketing campaigns. Brett’s experience working with companies all around the globe to help them improve their marketing reminds listeners that every touchpoint is going to reach...1895falsefull28. No, Your Customer Isn't Always Right w/ Jaime Casaphttps://www.spreaker.com/episode/28-no-your-customer-isn-t-always-right-w-jaime-casap--51904209a57d56e820de42488f0751d52c56e5a5Tue, 30 Jul 2019 09:00:00 +0000BombBombToday’s guest is Jaime Casap, Chief Education Evangelist at Google.  Jaime helped launch G-Suite and other applications in schools, and he sincerely believes that education can disrupt poverty and transform lives. In this episode, Jaime talks about...2799falsefull27. 4 Emerging CX Themes on The Customer Experience Podcast w/ Ethan Beutehttps://www.spreaker.com/episode/27-4-emerging-cx-themes-on-the-customer-experience-podcast-w-ethan-beute--51904121https://www.linkedin.com/in/ethanbeute/]]>4aaf810f4837408d83c2a039cef1f5c4Thu, 25 Jul 2019 09:00:00 +0000BombBombIf you’re a follower of The Customer Experience Podcast, you may have started to notice a handful of common themes surfacing. Themes - of course - that have to do with providing great customer experience. Plus, themes that also transcend the business...https://www.linkedin.com/in/ethanbeute/]]>508falsefull26. Increasing Lifetime Value and Decreasing Acquisition Cost by Holding Attention w/ Jay Acunzohttps://www.spreaker.com/episode/26-increasing-lifetime-value-and-decreasing-acquisition-cost-by-holding-attention-w-jay-acunzo--51904134c9f87c357b0d4908ae9d0de767a24685Tue, 23 Jul 2019 09:00:00 +0000BombBombEveryone has an experience of your company. Are you in control of it? While the cost of keeping customer attention continues to rise, many marketers are still relying on industry trends and best practices to maintain engagement. What if your brand...1725falsefull25. Why Friction is a Customer Experience Killer w/ Brian Gilmanhttps://www.spreaker.com/episode/25-why-friction-is-a-customer-experience-killer-w-brian-gilman--519042088c4a7c1891824e899aa20906ca1d3bf9Tue, 16 Jul 2019 10:00:00 +0000BombBombBrian Gilman has decades of experience in product/service marketing. Right now, he’s the VP of Marketing at Vonage. He was kind enough to come on the show to talk about how friction is killing companies, as well as how products and competitive...2334falsefull24. How Failure Actually Benefits Your Customers w/ Marc Rodanhttps://www.spreaker.com/episode/24-how-failure-actually-benefits-your-customers-w-marc-rodan--51904141b870665263d843ff9928e1b533eed526Tue, 09 Jul 2019 09:00:00 +0000BombBombMarc Rodan was unhappy with his life in the Netherlands. And he didn't think it was possible to be happy there. He thought he'd have to create the life he wanted somewhere else.  But one day he realized that, maybe he didn’t need a change of scenery....1652falsefull23. Showing Up Authentically to Honor Your Customer Promise w/ Paula Hayeshttps://www.spreaker.com/episode/23-showing-up-authentically-to-honor-your-customer-promise-w-paula-hayes--519041498a76cc79d8db4e16a06c73ff12f0737dTue, 02 Jul 2019 09:00:00 +0000BombBombPaula Hayes is on a mission to change the face of beauty by putting multicultural women at the center of the modern beauty movement. She’s in an industry that’s about making people feel good about themselves. But she’s tackling a part of the market...2506falsefull22. Rehumanize Your Business by Building Relationships Through Video w/ Ethan Beutehttps://www.spreaker.com/episode/22-rehumanize-your-business-by-building-relationships-through-video-w-ethan-beute--5190423593e27e55b71f427582dba96464511b45Thu, 27 Jun 2019 14:18:47 +0000BombBombEthan Beute is on a mission to connect people. His method? Video. More specifically, his company BombBomb wants us to use the power of video to leverage our personal connections, and provide meaningful social interactions.  Video is the way of the...2607falsefull21. Turning Customers' Online Actions into Offline Experiences w/ Michael McCarthyhttps://www.spreaker.com/episode/21-turning-customers-online-actions-into-offline-experiences-w-michael-mccarthy--51904189d7ee8be059034d3786e8707f9350e16aTue, 25 Jun 2019 09:00:00 +0000BombBombDirect mail used to be a highly “spray-and-pray” activity. On top of that, printers might take weeks or months to send offline collateral. But with the oversaturation of digital touchpoints today, direct mail has come back with a vengeance—which is...1493falsefull20. Why Obsession Is the Missing Ingredient in Your Customer Experience w/ Matt Kneehttps://www.spreaker.com/episode/20-why-obsession-is-the-missing-ingredient-in-your-customer-experience-w-matt-knee--519042122703fca09cc94e9aa571ca06c6e7f1fbTue, 18 Jun 2019 09:00:00 +0000BombBomb“Obsession is the complete micromanagement of the customer experience.” According to Matt Knee, Founder and President of MyCompanyWorks and author of the book Startups Made Simple, obsession is a superpower. Steve Jobs, Herb Kelleher, and Jeff Bezos...2034falsefull19. Why Customer Experience Is The Only Differentiator Left w/ David Cancelhttps://www.spreaker.com/episode/19-why-customer-experience-is-the-only-differentiator-left-w-david-cancel--519042133cfafc7eb99b4a43b2dede03fae0908dTue, 11 Jun 2019 13:00:00 +0000BombBombWhatever job you do, whatever industry you’re in, people are going to tell stories about their experiences with you. It’s been said for a long time that customers that have a negative experience with a business are two to three times more likely to...2753falsefull18. Create Delight to Keep Customers for Life w/ Jordan Oliverohttps://www.spreaker.com/episode/18-create-delight-to-keep-customers-for-life-w-jordan-olivero--51904183c9c48ec600e74f5c98b3d90bee998a75Tue, 04 Jun 2019 10:00:00 +0000BombBombWhat’s a surefire strategy to solidify your reputation for offering a superior customer experience? We’ll give you a hint. It involves tacos. Jordan Olivero is the director of customer success at Swimlane. He visited our podcast recently to discuss...1777falsefull17. The Best Customer Experience Delivers an Appropriate Experience w/ Jonathan Boltonhttps://www.spreaker.com/episode/17-the-best-customer-experience-delivers-an-appropriate-experience-w-jonathan-bolton--5190416339dac9fcca4b4cedae03b3c88200d298Thu, 30 May 2019 16:38:20 +0000BombBombSometimes, we get it backwards. We focus on our KPIs, or what we think the customer needs or wants. We deliver on our expectations, … and then the customer leaves. Because we missed their desired outcome. How do we become masters of achieving the...2338falsefull16. Quick Ways to Create Trust with Your Customers w/ Charles Greenhttps://www.spreaker.com/episode/16-quick-ways-to-create-trust-with-your-customers-w-charles-green--5190423489e788a135df476ba76e248942c136b8Tue, 28 May 2019 10:00:00 +0000BombBombTrust matters when it comes to customer experience. People line up at the Apple Store’s Genius Bar in part because they’ve come to trust that they will get a great customer experience. Whether you’re a B2B or B2C, how can you create trust with your...1930falsefull15. You Have 100 Days to Create or Lose Lifelong Customers w/ Joey Colemanhttps://www.spreaker.com/episode/15-you-have-100-days-to-create-or-lose-lifelong-customers-w-joey-coleman--519042214c9563208a294c5c951fea699c1a5a6fTue, 21 May 2019 10:00:00 +0000BombBombYou've got a hundred days to make customers for life. Do you know what tools to employ to guarantee they’ll stay? Joey Coleman does. He is a speaker and writer who's deeply steeped in the customer experience. He's the founder and chief experience...2838falsefull14. Automation, AI, and Human Relationships with Samantha Stonehttps://www.spreaker.com/episode/14-automation-ai-and-human-relationships-with-samantha-stone--5190420156a41f8992cf4669a17dafa5261bfabdTue, 14 May 2019 10:00:00 +0000BombBombIf you think a checked box on a survey or net promoter score is an accurate customer satisfaction metric, you’re in trouble. So says Samantha Stone, the founder and CMO of the Marketing Advisory Network. She's the author of Unleash Possible: A...2173falsefull13. Sales Strategy Mistakes, and How to Fix Them w/ Jeremey Donovanhttps://www.spreaker.com/episode/13-sales-strategy-mistakes-and-how-to-fix-them-w-jeremey-donovan--51904217beeb81e8e2ec434488db34b3c32a1694Tue, 07 May 2019 10:00:00 +0000BombBombYour sales strategy is as much science as art. The secret is to understand how to improve the way customers buy, renew, and get retained. Jeremey Donovan, senior vice president of sales strategy at SalesLoft, the leading sales engagement platform, is...1748falsefull12. Branding Through Customer Experience Like Apple w/ David Brierhttps://www.spreaker.com/episode/12-branding-through-customer-experience-like-apple-w-david-brier--51904246bae9978d27ea4c81b79c898f28376cd1Tue, 30 Apr 2019 10:00:00 +0000BombBombLike it or not, your customer’s experience is your brand. How do you make your branding win in the long term? To find the answers, we spoke with David Brier, Chief Gravity Defyer at DBD International, a branding consultancy and agency. He's the...1884falsefull11. Rehumanizing Business and the World With In-Person Communication w/ Darin Dawsonhttps://www.spreaker.com/episode/11-rehumanizing-business-and-the-world-with-in-person-communication-w-darin-dawson--519042486e2e10fba3794a0eadf13a24bf4758f2Thu, 25 Apr 2019 10:00:00 +0000BombBomb“I want to rehumanize the way people think about their communication. I just think people are better face to face.” Today, almost everyone relies on email, texting, message boards, and other impersonal methods to get their work done. Unfortunately,...1806falsefull10. Does Your Sales Team Hurt Customer Success? w/ Nick Harthttps://www.spreaker.com/episode/10-does-your-sales-team-hurt-customer-success-w-nick-hart--51904190f4dae2e0aea640cca9ff058db129cd00Tue, 23 Apr 2019 10:00:00 +0000BombBombSometimes it’s a bad thing when the sales team closes the deal. Customer experience often starts with the sales team promising something that the customer success team can’t deliver. We asked Nick Hart, Customer Success Manager at Outreach.io (a sales...1688falsefull9. Why Customers Leave and How to Win Them Back w/ David Avrinhttps://www.spreaker.com/episode/9-why-customers-leave-and-how-to-win-them-back-w-david-avrin--519041693f9bbdc007174740ba397ca34afe36ceTue, 16 Apr 2019 10:00:00 +0000BombBombIf you want to know why customers leave and you want to know how to win them back, have I got a podcast for you. I learned so much from David Avrin, a customer experience & marketing keynote speaker, consultant and author, whose most recent book is...2116falsefull8. Take Care of Your Brand and It Will Take Care of You w/ Kurt Bartolichhttps://www.spreaker.com/episode/8-take-care-of-your-brand-and-it-will-take-care-of-you-w-kurt-bartolich--51904203da60ee997a4548d5be986b5fb5d7bc99Tue, 09 Apr 2019 10:00:00 +0000BombBomb“Any brand that you frequent, or are fond of, or use, there's been a journey of some kind,” says Kurt Bartolich, the founder of GUTS Branding, and the author of You Can't Ride Two Horses With One Ass. Whether your company offers an active...1950falsefull7. Superior Customer Experience Starts Before There’s a Customer w/ Rachel Ostranderhttps://www.spreaker.com/episode/7-superior-customer-experience-starts-before-there-s-a-customer-w-rachel-ostrander--51904219937e79444c0749f3bdba476590c36277Tue, 02 Apr 2019 10:00:00 +0000BombBombCustomer experience touches every place a customer could possibly interact with your company, even before they buy the product. Rachel Ostrander is the director of runner experience at Brooks Running. “I heard a quote, ‘If you want to know where a...1658falsefull6. Be a Problem-Solver, Not a Seller w/ Steve Pacinellihttps://www.spreaker.com/episode/6-be-a-problem-solver-not-a-seller-w-steve-pacinelli--51904227c5b7bad1e4fc4589b25916e6904218a0Thu, 28 Mar 2019 15:50:57 +0000BombBombHow do you get people to pay attention to your message? Whether you’re selling to a customer online or speaking in front of a live audience, you need to create a shared belief about what the other person will be getting out of it.   To deep dive into...1859falsefull5. The Holy Grail of Connecting With Customers w/ Ann Handleyhttps://www.spreaker.com/episode/5-the-holy-grail-of-connecting-with-customers-w-ann-handley--5190417004dcd3f8e33840c69472bc48678d8a18Tue, 26 Mar 2019 10:00:00 +0000BombBombYour content IS your customer experience. So says the queen of content marketing, Ann Handley, Chief Content Officer of MarketingProfs and author of the best-selling Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and...1448falsefull4. Will You Still Be in Business in 5, 10, 25 Years? w/ Joseph Jaffehttps://www.spreaker.com/episode/4-will-you-still-be-in-business-in-5-10-25-years-w-joseph-jaffe--51904197b7447dd1a52245cdbfa3e99de26be525Tue, 19 Mar 2019 10:00:00 +0000BombBombBusinesses are just like people. They must stay healthy and agile, or watch their enterprise arteries harden through apathy and face an early death. Charles Darwin said, “It is not the strongest of species that survives nor the most intelligent, but...2612falsefull3. Why Content Experiences Beat Content Marketing w/ Randy Frischhttps://www.spreaker.com/episode/3-why-content-experiences-beat-content-marketing-w-randy-frisch--51904195c228f116a603446c818b413d8f64c667Tue, 12 Mar 2019 10:00:00 +0000BombBombYou feel cheated. You‘ve tried to create amazing content to win the content marketing game. And yet your revenue hasn’t shot through the roof. Why? The problem isn’t your content, it is how you’re putting it all together. You need to put your content...1780falsefull2. Business Relationship Quiz: How many of your contacts pass this test? w/ Zvi Bandhttps://www.spreaker.com/episode/2-business-relationship-quiz-how-many-of-your-contacts-pass-this-test-w-zvi-band--51904214f8296467be174516ab4aefb058a7cd9fTue, 05 Mar 2019 11:00:00 +0000BombBombWith the right attitude, business relationships, instead of being a depreciating asset, could be transformed into compound interest that pays you over and over. Getting your business in the right relationship mindset is the business of Zvi Band,...1467falsefull1. Trust, Neuroscience & The Customer Experience w/ Ed Powershttps://www.spreaker.com/episode/1-trust-neuroscience-the-customer-experience-w-ed-powers--519042025f507bb177964f6aa6c667baaae5db2fTue, 26 Feb 2019 09:00:00 +0000BombBombIf your customers can’t trust you, how long will you stay in business? Probably not long. You’ll dwindle, flounder, and grasp for meaning and a customer base, but at the end of the day, if your customers don’t feel like they can trust you, you may as...1125falsefullWhat You Can Expect from The Customer Experience Podcast w/ Ethan Beutehttps://www.spreaker.com/episode/what-you-can-expect-from-the-customer-experience-podcast-w-ethan-beute--51904218The customer experience.]]>6262f78cd3ef48958a08f7bd221e477eTue, 19 Feb 2019 16:59:59 +0000BombBombAt the center of everything, at the core of your business, what is the most important metric that your business can measure?  The customer experience.The customer experience.]]>445falsetrailer