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    Business

    The Customer Experience Podcast

    Creating 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 expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.

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    Latest Episodes:
    239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berry Jan 24, 2023
    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:
    • LinkedIn Profile: https://www.linkedin.com/in/shannan-berry-09148326/
    • Company Website: https://www.titleonecorp.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.
    238. Start With “What” to Create Clarity w/ Ann Latham Jan 17, 2023
    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:
    • LinkedIn Profile: https://www.linkedin.com/in/annlathamuncommonclarity/
    • Company Website: https://www.uncommonclarity.com/
    • Relevant Links:
      • Check out Ann’s Books here: https://www.amazon.com/stores/Ann-Latham/author/B004VSGMT0?ref=ap_rdr&store_ref=ap_rdr&isDramIntegrated=true&shoppingPortalEnabled=true
      • https://disconnectprinciple.com/
      • https://annlatham.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.
    237. How to Turn Your Customers Into Lifelong Advocates w/ Brittany Hodak Jan 10, 2023
    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:
    • LinkedIn Profile: https://www.linkedin.com/in/brittanyhodak/
    • Company Website: https://brittanyhodak.com/
    • Get Brittany’s Book Here: https://www.amazon.com/Creating-Superfans-Five-Step-Multiplying-Reputation/dp/1774580780/ref=tmm_hrd_swatch_0?_encoding=UTF8&qid=1671576078&sr=8-1

    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
    236. The EX Takes Mixtape: 12 Employee Experience Insights Jan 03, 2023
    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.
    235. The Epic Takes Mixtape: 10 Human-Centered Insights Dec 27, 2022
    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:
    • 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.
    234. Building Your Brand Through Trust Signals w/ Scott Baradell Dec 20, 2022
    “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:
    • LinkedIn Profile: https://www.linkedin.com/in/baradell/
    • Company Website: https://www.ideagrove.com/
    • Other Relevant Links:
      • Check Out Scott’s Book Here: https://www.amazon.com/Trust-Signals-Brand-Building-Post-Truth/dp/1544527829
      • https://www.trustsignals.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.
    233. Uncovering GTM Insights from Your Employees, Not Just Your Customers w/ Chris Wallace Dec 13, 2022

    In search of business intelligence and GTM insights, we look to our customers and to our customer data. But today’s guest shares with us a critical and untapped resource: our frontline team members. Learn how to better understand customer value by engaging your employees on the topic.
    Our guest is Chris Wallace, the Co-founder and President of Innerview Group, an internal brand consultancy that helps their clients win from within. This conversation covers:
    The How/When/Why of surveying your frontline people about customer value
    Why you must develop a process to discover value in your own business
    How different types of customers get different value from the same offer
    What the give and take process is from the top to the bottom
    How to close the loop and unlock the passion of your team
    More information about Chris and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/christopherewallace/
    Company Website: https://innerviewgroup.com/
    Other Relevant Links:
    https://innerviewgroup.com/infront/
    E-book - https://innerviewgroup.com/wp-content/uploads/2022/11/FrontlineInsights-eBook.pdf
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    232. First Findings from The National Survey on Brand and Trust w/ Kurt Bartolich and Cory Scheer Dec 06, 2022

    This episode centers around brand and trust with trust expert Kurt Bartolich, Founder of BrandCertain and trust expert Cory Scheer, Founder of Trust Centric Consulting.
    Kurt and Cory teamed up on a national research project exploring trust and relationships between employees and their leadership and companies. The research also included data on trust between customers and brands.
    They joined Ethan to share an overview of their early findings. Tune in to learn more about:
    Why is trust so important to customer experience?
    What is one of the best and easiest ways to build trust inside your organization?
    What are three brand truths that are backed up in the research data?
    How does brand forgiveness take place?
    Why is consistency an important bedrock for loyalty?
    More information about Kurt and Cory Below:
    LinkedIn Profiles:
    Kurt: https://www.linkedin.com/in/kurt-bartolich-763b23b/
    Cory: https://www.linkedin.com/in/coryscheer/
    Check out the National Survey on Brand and Trust Here: https://drive.google.com/file/d/1zinWK_kxt4k_mia_wl4LnBTSnpFoxuYY/view
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    231. Tracing Every Relationship Back to One Relationship w/ Matt Beckwith Dec 01, 2022

    Evolving from outbound telemarketer to EVP of Sales and business coach, integrating tools and tech stacks through a merger of two companies, tracing every relationship back to one relationship are a few places we’ll go today with the Executive Vice President of OVM Financial, now powered by Annie Mac Home Mortgage
    For multiple years in a row, OVM has earned a spot on the Inc 5000 list of the fastest-growing private companies in America.
    And for several years straight, our guest Matt Beckwith has been recognized as one of the Top Mortgage Loan Originators in the country by Scotsman Guide - one of if not the most authoritative voices in the space. He’s also the host of the “Winning with Beckwith Podcast.” In this conversation we cover:
    How to communicate effectively during times of change
    Why humility is key in effective communication
    How one relationship can be the key to unlocking incredible opportunities
    What you can do to find the right team of people around you
    What Matt’s Plan is with Season 2 of his podcast: “Winning With Beckwith”
    More information about Matt and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/mattbeckwithlending/
    Company Website: https://www.ovmfinancial.com/
    Other Relevant Links: Matt’s Podcast: https://podcasts.apple.com/us/podcast/winning-with-beckwith/id1586835356
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    230. Sales As The Science of Service w/ Todd Caponi Nov 29, 2022

    “Certain words are used in business so thoughtlessly that they have become devoid of meaning: Authentic. Real. Transparent. And there is no one I trust more to rescue them than Todd Caponi.”
    Those words are from Ethan Zoubek, CRO at Atari. And he shared these words about a fantastic book titled “The Transparent Sales Leader: How the Power of Sincerity, Science, and Structure Can Transform Your Sales Team’s Results”
    It’s the second book by today’s guest - Todd Caponi. We talked about his first book, The Transparency Sale, here on the podcast back on Episode 90: “Why Transparency Sells Better Than Perfection”
    Todd is an author - as well as an advisor, speaker, workshop leader, and sales historian - who built his career in sales leadership roles at companies like SAP, Exact Target, and Power Reviews.
    Todd’s back on the show to talk about:
    When the science of sales began to emerge
    Why successful sales leadership is like the ultimate team sport
    How the power of sincerity, science, and structure can transform your sales team’s results
    How digital pollution and noise impact today’s sales cycle
    Where in the sales process can you set consistent and transparent expectations
    More information about Todd and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/toddcaponi/
    Company Website: https://toddcaponi.com/
    Todd’s Website: https://www.toddcaponi.com/
    Check out Todd’s books below:The Transparency Sale:https://www.amazon.com/gp/product/B07KFPQD76/ref=dbs_a_def_rwt_bibl_vppi_i0
    The Transparent Sales Leaderhttps://www.amazon.com/gp/product/B0B23DZHFR/ref=dbs_a_def_rwt_bibl_vppi_i1
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    229. Factoring Human Emotions Into Data-Informed Decisions w/ Vaishali Dialani Nov 22, 2022

    CX isn’t just a feel-good function - even if feelings are its foundation. We invest in customer experience to improve business outcomes. This includes lowering the cost of acquisition, improving activation and engagement, increasing retention and expansion and more.
    In short: we invest in CX to grow revenue.
    This episode's guest is Vaishali Dialani, Customer Experience Analyst at Konabos Consulting. She is a Customer Experience Analyst that helps increase said revenue by working at the intersection of CX professional and business analyst. The takes a cross functional approach to CX because it applies to multiple teams in her company and avoids viewing CX as a standalone function.
    This episode covers:
    How should you install a CX function if there isn’t already one in place?
    What is an effective way to collect qualitative customer feedback?
    How do we mix human emotions into the data mix?
    What are a few themes or trends in customer experience right now?
    What are some companies that are effectively utilizing customer personalization?
    More information about Vaishali and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/vaishalidialani/
    Company Website: https://www.linkedin.com/company/konabos/
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    228. Designing Digital Experiences to Engage Human Emotions w/ Dan Hill Nov 15, 2022

    Two currencies drive the economy - our dollars and our emotions. What we feel always drives our behavior. That’s because more than 95% of our mental activity is sensory and emotive - NOT rational
    So we must put a renewed focus on Emotional Intelligence in a business framework. Not only is it important to brush up on the basics but be willing to delve deeper into and work on your EQ.
    This episode features Ethan’s conversation with Dan Hill, President at Sensory Logic. Dan is featured in Chapter 4 of our Wall Street Journal bestseller Human-Centered Communication. He’s also the podcast host of Dan Hill’s EQ Spotlight and the author of ten books including Emotionomics and its new, updated version Emotionomics 2.0: The Emotional Dynamics Underlying Key Business Goals
    On this, his third appearance of the CX Podcast, he talks about:
    How common is a depth of expertise in facial coding in areas such as politics, business, sports, etc?
    What is a functional definition of Emotional Intelligence?
    Why is Emotional Intelligence so Important?
    What are some best practices for folks that are engaging people in a sensory and emotional manner in digital experiences?
    What are some of the cultural contextual changes that have happened since his book: Emotionomics?
    More information about Dan and today’s topics:
    LinkedIn Profile:https://www.linkedin.com/in/dan-hill-emotionswizard/
    Company Website: https://www.sensorylogic.com/
    Other Relevant Links:
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    227. Keys to Overcoming Customer Indecision w/ Matt Dixon Nov 08, 2022

    “While the customer’s preference for the status quo is, no doubt, a significant obstacle
    that every salesperson must overcome if they wish to sell anything,
    there is a second, more challenging obstacle that remains even after the status quo has been defeated: the customer’s own inability to make a decision.”
    That quote is pulled from the introduction to The JOLT Effect: How High Performers Overcome Customer Indecision (linked below). It's an exceptional new book co-authored by today’s guest, Matt Dixon - Founding Partner at DCM Insights.
    This episode covers:
    Where does customer indecision come from?
    What are the causes, consequences and outcomes of customer indecision?
    Why it’s important to focus in on customer needs
    What is the Jolt Effect?
    More information about Matt and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/matthewxdixon/
    Company Website: https://www.dcminsights.com/
    Other Relevant Links: The Jolt Effect Amazon Link – https://www.amazon.com/JOLT-Effect-Performers-Overcome-Indecision-ebook/dp/B09NX3G2WX
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    226. Why and How Meaningful Personalization Improves CX w/ Ethan Beute Nov 01, 2022

    According to a recent McKinsey & Company report, 71% of consumers expect personalization and 76% get frustrated when they don’t find it.
    Like it or not, personalization is a norm and it’s here to stay.
    So it’s key that marketers learn how to make that personalization meaningful,
    In this solo episode, Ethan walks through a real A/B test which added personalization yielded lower touchpoints to a prospective customer, doubled overall response rate and increased lead conversion. He also covers:
    What are some specific personalization tactics customers expect?
    Why every B2B buyer is also a B2C buyer
    Why the word personalized and personal feel so different
    How personalized video messaging can provide better context to a situation by targeting more sensory and emotive opportunities
    What are the three characteristics of moments that are improved with a video message compared to traditional digital communication?
    More information about Melissa Gratias and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/
    Company Website: https://bombbomb.com/
    Other Relevant Links: https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying
    Jamming with Janny: https://www.youtube.com/playlist?list=PLfFiN5kcgGUHZMpzPsIs2ZE2BAq9xARbe
    Dear {first_name}: https://bombbomb.com/dear-first-name-film/
    Human-Centered Communication: https://bombbomb.com/book/human-centered
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    225. Aligning EX and CX with a Service Blueprint w/ Justin Zalewski Oct 25, 2022

    “Customers don’t care about organizational structures or silos. They care about the value they’re receiving. To customers, it’s all one service and one experience.”
    That quote comes from a recent whitepaper about improving CX and EX written by today’s guest.
    Justin Zalewski spent a decade with Studio Science, a design and innovation agency that helps businesses design for people and that helps deliver better experiences - every day for every customer.
    He currently serves as Director of Product Design and Strategy, leading a team of designers and developers focused on product design, UX design, and software development for clients ranging from market-leading technology companies to Fortune 500 brands.
    In this episode, we talk about:
    How should someone be thinking about whether customer experience is best in their organization?
    What are the core concepts of human-centered design?
    How should you balance quantitative and qualitative data coming in from your customers?
    How can research and discovery phases save you 10x down the line?
    Why do we typically approach EX and CX as separate things?
    What is a Service Blueprint and how does it support a Journey Map?
    More information about Justin and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/justinzalewski/
    Company Website: https://studioscience.com/
    Other Relevant Links: Delivering Better Services by Aligning CX and EX (Whitepaper) - https://studioscience.com/wp-content/uploads/2022/04/2022_Service-Design-Whitepaper.pdf
    Justin’s Calendly - https://calendly.com/studioscience/
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    224. How to Identify and Keep Loyal and Lucrative Customers w/ Ali Cudby Oct 18, 2022

    Did you know that in most cases, the top 20% of a company’s customers tend to deliver the vast majority of their revenue?
    In Today’s episode, Ethan speaks with Ali Cudby Co-Founder & CEO at CXology and Alignmint Growth Strategies. Ali is the author of multiple books including: Keep Your Customers: How to Stop Customer Turnover, Improve Retention and Get Lucrative, Long-Term Loyalty
    This episode covers:
    How to Identify and Keep Your Most Lucrative and Loyal Customers
    What the key differences are between Lucrative loyals, Limited Loyals and Lazy Loyals
    How Customer Success defines a function and Customer Experience defines an ethos
    When you must differentiate between Customer Success and Customer Experience
    What is the “Bullseye Message?"
    More information about Ali Cudby and today’s topics:
    LinkedIn Profile:https://www.linkedin.com/in/alicudby/
    Company Website: https://www.cxology.co and https://alignmintforgrowth.com
    Other Relevant Links: https://www.amazon.com/gp/product/B0839G6VKQ/ref=dbs_a_def_rwt_bibl_vppi_i0
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    223. A Case for Loving the Process, Not Just the Result w/ Shane Kidwell Oct 11, 2022

    An Executive Vice President of Sales, the owner of an apartment syndication business, the owner of co-working spaces, the CEO at an insurance company, a business and sales production coach, a top 1% mortgage originator, and a firefighter … literally.
    Today’s guest has been all of these things and more. And most of them right now - all at the same time.
    Hear our conversation with Shane Kidwell, Executive Vice President of Sales at Victorian Finance:
    Why we need to fall in love with being excellent at our jobs
    How to set effective expectations with your clients
    What the main differences are between assumptions and agreements
    Where Shane’s strengths lie in all of his businesses
    How the mortgage business has evolved since its implosion in 2008
    More information about Shane Kidwell and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/shanerkidwell/
    Company Website: https:// kidwellteam.com/
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    222. A Practical Approach to Storytelling w/ Anna Marie Pryor Oct 04, 2022

    An effective story can be a creative way to communicate your brand’s identity and company’s purpose. If you think you aren’t a storyteller, it may be time to change that narrative (pun intended).
    Hear our conversation with Anna Marie Pryor, Director of Marketing at Alameda Mortgage Corporation. We discuss:
    How she defines customer experience
    Who her ideal customer is and what problems she solves for them
    How her agency experience helped with her current role
    Why adopting a practical approach to storytelling can help brands
    What are Milestone-Based-Marketing Goals
    More information about Anna and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/annampryor
    Company Website: https://www.alamedamortgage.com/
    Other Relevant Links: Leadership Team
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    221. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooij Sep 27, 2022

    Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it’s customer success that makes the money now, because they create the experiences for customers around moments that matter.
    Which moments matter most?
    In this episode of our Human-Centered 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.

    220. Why Repeat Customers May Not Be Loyal Customers w/ Shep Hyken Sep 20, 2022

    Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand.
    Ask yourself this: What am I doing right now with this customer to make sure that they’ll come back to me and not my competitor next time?
    In this episode of our Human-Centered 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.

    219. Sending Videos for Greater Sales Visibility w/ Viveka von Rosen Sep 13, 2022

    What you see on video is pretty much what you get. Video gives you a sense of who the person is. At present and in the future, salespeople need to become comfortable with video through the techniques of “created charisma”.
    In this episode of our Human-Centered 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.

    218. Emotional Intelligence & Human-Centered Connection w/ Dan Hill, PhD Sep 06, 2022

    Here are three quick ways to better assess what people are saying with their faces and emotions (aka facial coding). Pay attention to engagement, the camouflage smile, and the two-sided impact of fear.
    The face is the only place in the body where the muscles attach right to the skin. Most of us aren’t aware of what we’re giving away.
    In the 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.

    217. An Actor’s Guide to Authentic Videos w/ Julie Hansen Aug 30, 2022

    If you’ve been on a video call lately (and hasn’t everyone?), you’ve probably noticed how disengaged, distracted, or disconnected everyone is.
    This is partly because we’re all operating under the mistaken belief that virtual and in-person are one and the same, except that one just has a camera. Not so.
    In this episode of our Human-Centered Connection expert series (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.

    216. Creating an Environment of Continuous Coaching w/ Morgan J Ingram Aug 23, 2022

    Our 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, human connection.
    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.

    215. Your Personal Brand is Not a Selfish Pursuit w/ Dr. Cindy McGovern Aug 16, 2022

    You 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 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.

    214. The WOW Experience: Doing What Others Won’t w/ Corey Shelton Aug 09, 2022

    The 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 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.

    213. Revenue Acceleration Through Value and Video w/ Edward Golod Aug 02, 2022

    In 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 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.

    212. Making Happiness A Habit to Improve CX and EX w/ Adrian Brady-Cesana Jul 28, 2022

    When 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 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.

    211. Landing Your First Customer Experience Role w/ Jason Champion Jul 26, 2022

    While 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 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.

    210. Tripling Your Social Media Engagement w/ Kate Bradley Chernis Jul 19, 2022

    Can 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 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.

    209. Making Marketing More Memorable with Sara Varni Jul 12, 2022

    It 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 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.

    208. Moments That Matter In Customer Experience w/ Ethan Beute Jul 05, 2022

    We 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 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.

    207. The Upstream Model for More Referrals w/ Justin Stoddart Jun 28, 2022

    If 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 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.

    206. Becoming A People-Centered Sales Leader w/ Ni Adesokan Jun 21, 2022

    When 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 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.

    205. Methods to Manage the Inbox Madness w/ Melissa Gratias Jun 14, 2022

    There 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 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.

    204. What's Wrong With Authenticity? w/ Andrew Brodsky Jun 07, 2022

    Authenticity 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 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.

    203. The Unseen Costs of Digital Pollution w/ Ethan Beute Jun 02, 2022

    Digital 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 damages our brand relationships.
    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.

    202. The Death of Distance in a Digitally Polluted World w/ Dr. Erik Huffman May 31, 2022

    Nobody 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 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.

    201. Neural Coupling and Better Listening w/ Robyn LaVassaur May 24, 2022

    Learning 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 … 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.

    200. Episode 200! The EX Takes Mixtape May 17, 2022

    It’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 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.

    199. Get Human Insights Through User Testing w/ Janelle Estes May 10, 2022

    When 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 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.

    198. Sell It Like A Mango for Better B2B Sales w/ Donald Kelly May 03, 2022

    How 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 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.

    197. The Increasing Value of Human-To-Human Moments w/ Ethan Beute Apr 28, 2022

    The 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 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.

    196. Edumarketing: More Teaching, Less Selling w/ Ginger Bell Apr 26, 2022

    Nobody 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 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.

    195. Customer Voice and Sentiment Analysis w/ Luis Angel-Lalanne Apr 19, 2022

    How 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 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.

    194. Winning Digital Customers w/ Howard Tiersky Apr 12, 2022

    We 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 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.

    193. The Culture of Innovation vs The Work of Innovation w/ Lee Jelenic Apr 06, 2022

    How 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 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.

    192. Today’s Path to Tomorrow’s Revenue w/ Ethan Beute Apr 05, 2022

    What 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 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.

    191. Operationalizing Love for Customers & Employees w/ Sue Woodard Mar 29, 2022

    Today’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 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.

    190. 3 Elements of Customer-Led Growth w/ Chris Hicken Mar 22, 2022

    Product-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 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.

    189. Human Connection at the Heart of Sales w/ Dr. Cindy McGovern Mar 15, 2022

    Listening 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. 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

    188. Aligning Sales, Marketing, and Customer Success Under a CRO w/ Sterling Snow Mar 08, 2022

    If 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 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.

    187. Creating a Collaborative Coaching Culture w/ Andrea Morter Mar 01, 2022

    What 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 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.

    186. 3 Moments to Send a Video Instead of Typed-Out Text w/ Ethan Beute Feb 24, 2022

    You 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 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.

    185. Equipping and Empowering People to Deliver Differentiating CX w/ Jim Hardeman Feb 22, 2022

    What 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 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.

    184. Holding Curious Conversations to Hear the Voice of the Customer w/ Tonya Bjurstrom Feb 15, 2022

    Many 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 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.

    183. Building a Customer-Centric Organization w/ Sam Jacobs Feb 08, 2022

    The 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 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.

    182. The 4 Pillars of Selling Without Selling Out w/ Andy Paul Feb 01, 2022

    Our 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 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.

    181. The Problem with Video Prospecting w/ Ethan Beute Jan 27, 2022

    Video 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 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.

    180. Transforming to DCS: Digital Customer Service w/ Rick DeLisi Jan 25, 2022

    What 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 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.

    179. 5 Elements of an Exceptional Customer Experience w/ Elizabeth Dixon Jan 17, 2022

    Define 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 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.

    178. Protecting Your Time by Gating Your Email Inbox w/ Andy Mowat Jan 11, 2022

    In 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 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.

    177. Empathy, Listening, and Human Centricity w/ Howard Brown Jan 04, 2022

    The 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 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.

    176. Features Are Commodities, Feelings Are Differentiators w/ Ethan Beute Dec 30, 2021

    Features 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, 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.

    175. Tips to Become a Better Podcast Guest and Host w/ Collin Mitchell Dec 21, 2021

    The 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 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.

    174. Supporting Salespeople Struggling with Mental Health w/ Jeff Riseley Dec 14, 2021

    If 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.

    173. Delivering Connected CX By Improving Go-To-Market Strategy w/ Sangram Vajre Dec 07, 2021

    Everyone 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 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.

    172. CX Lessons from My Trash and Recycling Experience Dec 07, 2021

    I’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 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.

    171. Why Better CX Is The Goal, Not Disruption w/ Michelle Lisowski Nov 29, 2021

    The word “disruption” can make us feel irritation or even angst. What we need is to recognize that disruption on an industry scale means changing how we operate to create better experiences for our customers.
    In this episode, I interview Michelle Lisowski, Global Director, B2B Marketing at Uber, about how she's leading a well-known B2C brand into better B2B customer experience.
    Join us as we discuss:
    What Michelle means when she says CX is everything
    How Uber for Business is redefining transportation
    Why disruption should be recognized as serving customers
    How Michelle manages multiple lines of business with trust in people
    When customer-centricity became a practice for Michelle
    Check out these resources we mentioned:
    Uber for Business
    Michelle Lisowski on LinkedIn
    Patagonia
    American Express
    Target
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play, or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    170. 3 Steps to Sales Success: Authority, Generosity, & Platform w/ Josh Elledge Nov 23, 2021

    He’s the Founder and Chief Executive Angel at SavingsAngel.com and host of The Thoughtful Entrepreneur Podcast. His work is syndicated nationally in print, on radio, on television, and of course online. He’s a US Navy veteran. AND he’s also sent more than 4,200 video messages over the past few years!
    In this episode, I interview Josh Elledge, who is also the Founder/CEO of UpMyInfluence.com, about how to gross more than $50 million in revenue and build a 7-figure B2B sales system for consultants and agencies — with zero paid ads.
    Join Josh and me as we discuss:
    Why we should focus on value and impact instead of chasing revenue numbers
    What the big problem is with paid ads
    How to build authentic relationships with your dream customers
    Why video is the best way to make people fall in love with you
    When you should send video messages
    Check out these resources we mentioned:
    UpMyInfluence.com
    Bob Burg
    Adrian Cronauer
    BombBomb
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    169. From Cold Prospect to Healthy Relationship w/ Mike Chambers Nov 16, 2021

    For the entire year of 2020, his team booked about 450 meetings. So far in 2021, they’ve booked about 550 meetings in just the first three quarters by sending over 220,000 emails that people want to read.
    In this episode, I interview Michael Chambers, Vice President, Sales Agency and Training Teams at Precision Value & Health, about why he puts relationships at the center of everything he does for customers and employees — and cold prospecting.
    Join us as we discuss:
    Why relationship and responsiveness are at the center of customer experience
    What the qualities of great candidates are to Mike
    How he designs a successful cold email strategy
    Why it matters to accept “not yet” as a response
    How to stay available to customers and employees
    Check out these resources we mentioned:
    Michael Chambers on LinkedIn
    Precision Value & Health
    Fernando Mateus on LinkedIn
    Clean My Pavers
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    168. Obviously Shareable: CX That Customers Want to Talk About w/ Dan Gingiss Nov 09, 2021

    Instead of a slice of cake with a candle, they brought out a box of handmade chocolates with Happy Birthday spelled out in cocoa powder and decorated with a sparkler. All four diners spontaneously took out their phones, photographed it, and shared it online.
    “The single best marketing is a happy customer talking about you because it’s the most credible, the most authentic,” said our guest today, Dan Gingiss, Chief Experience Officer at The Experience Maker, LLC and author of The Experience Maker .Dan challenges organizations to create shareable experiences, just like Fleming Steakhouse did for his son’s birthday dinner.
    Join us as we discuss:
    Why Dan highlights a romance novelist in his marketing book
    What the WISER framework stands for
    How personalization creates shareable moments
    How to leverage B2C experiences in B2B
    Why Amazon loses money to invest in relationships
    Check out these resources we mentioned:
    Dan Gingiss on LinkedIn
    The Experience Maker (book)
    DanGingiss.com
    Starbucks
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    167. Essential Traits of the Next Generation CRO with Brandi Starr, Rolly Keenan, Mike Geller Nov 02, 2021

    There’s no reason to keep them separate anymore: success, support, marketing, and sales. Their common goal is revenue, so their common leader should be the CRO. When we’re talking about the next generation of CROs, a Chief Marketing Officer is likely the best candidate because they’re already doing the bulk of that work.
    In this episode, I interview the authors of CMO to CRO: The Revenue Takeover by the Next Generation Executive, Tegrita’s COO Brandi Starr, CRO Rolly Keenan, and President & CTO Mike Geller. We talk a bout why CMOs make such good CROs and how to create a CRO function.
    Join us as we discuss:
    Why the rise of the CRO is vital to good CX
    Why Tegrita created a CRO role and wrote a book about it
    How to tame your Frankenstack
    What CMOs can do to shift into CROs
    Where to position RevOps with respect to the CRO function
    Check out these resources we mentioned:
    RevenueTakeover.com
    Tegrita.com
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    166. A More Personal Way to Launch a Book w/ Ethan Beute Oct 28, 2021

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

    165. 3 Steps to Building a Collaborative Culture w/ Mark Rosenthal Oct 26, 2021

    In one of his interviews at his current company, our guest said this to the CEO:
    “If we're going to build an organization that truly earns the love of the customer by providing a consistent experience, we need to put the entire customer journey under one umbrella. We also need to train the team to be maniacally focused on the customer — to understand the market, the industry, and the players’ wants, needs, and wins — by training as a whole, not in silos.”
    In this episode, I interview Mark Rosenthal, COO at HqO, about executing his vision to create a culture of collaboration.
    Why workers need to return to the city
    How Mark transitioned from VP to CRO to COO
    How an argument helped shape his defining moment as a leader
    What Mark does to stay engaged with the customer team
    What the three keys to a collaborative culture are at HqO
    Check out these resources we mentioned:
    Mark Rosenthal on LinkedIn
    HqO
    Waze
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    164. Firing Your Villains & Leading with Vulnerability w/ Heather Monahan Oct 19, 2021

    Ignoring an antagonistic relationship at work is one of the worst things you can do — to yourself. Working with someone in a toxic situation can hinder your potential.
    You need to learn how to fire your villain.
    In this episode, I interview Heather Monahan, bestselling a uthor, renowned keynote speaker, and CEO at Boss in Heels LLC, about her story of creating confidence and overcoming villains.
    Join us as we discuss:
    How Heather came to be fired from a job where she was successful
    What it’s like to teach sales at Harvard
    How to fire your villains
    How to provide value amidst changing markets and customers
    What it means to set expectations for customer experience
    Check out these resources we mentioned:
    Heather Monahan on LinkedIn
    Heather Monahan on Twitter
    Overcome Your Villains
    Giftology and John Ruhlin
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    163. Restoring the Balance: Human-Centered Communication w/Ethan Beute Oct 12, 2021

    A “paradigm shift” is a fundamental change in approach or assumptions. Modern communication is in the midst of one — a change from digital pollution to human-centered communication.
    I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. I co-wrote a book about this communication shift with my longtime friend and colleague Steve Pacinelli, CMO at BombBomb, called Human-Centered Communication.
    (P.S. It is publishing today! Find it here.)
    In this episode, I discuss:
    What the implications of a mass mindset are
    How Steve and I wrote our book around the insights of 11 experts
    How to restore the balance of digital and human in communication
    What human-centered communication means for organizations
    Why you should read our book
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    162. The Shared Belief Behind Human-Centered Communication w/ Steve Pacinelli Oct 05, 2021

    No one individual has all the answers to everything. With a concept as broad yet essential as human-centered communication, it was going to take many experts — 11, to be exact — to begin to equip us with the knowledge we need to recenter our communication around people.
    In this episode, I have the pleasure of chatting with my longtime friend and two-time coauthor, Steve Pacinelli, CMO at BombBomb, about what he learned from the process of writing our book, Human-Centered Communication.
    Join us as we discuss:
    Why customer experience is built on the exploration of a shared belief
    Where the idea for the book originated
    What the big idea behind human-centered communication is
    Who each expert is and what you can expect in each of their chapters
    What interactive experiences we created around the book
    Check out these resources we mentioned:
    I’ll Be Back by Shep Hyken
    The Experience Maker by Dan Gingiss
    The Road Less Stupid by Keith Cunningham
    Visual Collaboration by Loa Baastrup and Ole Qvist-Sorensen
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    161. Video Is About Who, Not About What w/ Adam Contos Sep 28, 2021

    To get better at something, you can’t do it just twice or even five times. You have to do it repetitively — and that goes for sending videos, too. Our guest made a video a week for 41 weeks during the pandemic, partly to improve himself but mostly to help his employees and customers overcome challenges and fulfill dreams.
    In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Adam Contos, CEO at RE/MAX, about growth through company change and personal improvement to help people.
    Join us as we discuss:
    What the three categories of customers are for Adam
    Why your org needs a values statement
    What it was like to rise through the ranks of RE/MAX
    Where you should be looking in a time of disruption
    What Adam learned after making 41 weekly videos
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    160. B2B Sales With Human-Centered Communication w/ Ethan Beute Sep 23, 2021

    If you’d like to be able to sit down with an expert like Shep Hyken, CAO at Shepherd Presentations, or Dan Tyre, Direct or at Hubspot, to ask them about how to implement human-centered communication techniques in your organization, well, you can.
    In this episode, you will hear the suggestions that Dan, Shep, and I had for Julie, a sales professional in the continuing education space.
    I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. Join me to hear sales insights from our experts, and if you’d like to join our next live, interactive roundtable event, preorder the book written by me and Steve Pacinelli.
    Here are some thoughts from the episode:
    From Dan: In 2021, we don’t sell, we help
    From Shep: Connecting with people is warmer with video
    Human-centered design can drive your sales research
    Adding desirability to the intersection of viability and feasibility
    You’re invited to our next interactive roundtable events on Oct. 5 and Oct. 21
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    159. Sending Videos for Greater Sales Visibility w/ Viveka von Rosen Sep 21, 2021

    What you see on video is pretty much what you get. Video gives you a sense of who the person is. At present and in the future, salespeople need to become comfortable with video through the techniques of “created charisma”.
    In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Viveka von Rosen, Co-Founder and Chief Visibility Officer (CVO) at Vengreso, about using video to create visibility in sales.
    Join us as we discuss:
    What the relationship between video and visibility is
    Who video is and is not good for
    Why video gets straight to the heart of authenticity
    When to shift the script to create connection
    What the role of LinkedIn is for salespeople
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    158. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooi Sep 14, 2021

    Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it’s customer success that makes the money now, because they create the experiences for customers around moments that matter.
    Which moments matter most?
    In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Jacco van der Kooij, Founder of Winning by Design, about building a customer impact journey around moments that matter.
    Join us as we discuss:
    Why sales knowledge comes with great responsibility
    How recurring revenue models shift customer experience to customer success
    What the Bow Tie Funnel is and how it affects customer impact
    What the customer impact journey and counter impacts are
    How priority has replaced other buying determinants
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    157. Why Repeat Customers May Not Be Loyal Customers w/ Shep Hyken Sep 04, 2021

    Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand.
    Ask yourself this: What am I doing right now with this customer to make sure that they’ll come back to me and not my competitor next time?
    In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Shep Hyken, Chief Amazement Officer and Customer Service Speaker at Shepard Presentations, LLC, about the drivers behind customer loyalty — as well as some loyalty killers.
    Join us as we discuss:
    Why customer service is a philosophy of mind
    How to differentiate between repeat business and loyalty
    What the common loyalty killers are
    How to hire to avoid apathy
    Ways to leverage presentation skills to define success
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    156. An Actor’s Guide to Authentic Videos w/ Julie Hansen Aug 31, 2021

    If you’ve been on a video call lately (and hasn’t everyone?), you’ve probably noticed how disengaged, distracted, or disconnected everyone is.
    This is partly because we’re all operating under the mistaken belief that virtual and in-person are one and the same, except that one just has a camera. Not so.
    In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Julie Hansen, Founder and Sales Presentation Expert at Performance Sales and Training, about video skills for virtual communication excellence.
    Julie talked with us about:
    How much influence sales has over customer experience
    Why video skills are like acting skills
    How to speak to a virtual group as if they’re an individual
    What best video practices are
    How to improve your video presence over time
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    155. How Artificial Intelligence is Driving the Feeling Economy w/ Dr. Roland Rust Aug 26, 2021

    In the feeling economy, interpersonal relationships drive the success of organizations. Feelings have always been important, of course, but today they are even more important than they’ve ever been before.
    In this episode, I interview Dr. Roland Rust, Distinguished University Professor at Robert H. Smith School of Business, University of Maryland and coauthor of The Feeling Economy, about the three econ omies and why the feeling economy is the most human.
    Roland and I talked about:
    - What the role of emotions is in business today
    - How the three economies are evolving towards feeling
    - What our relationship to AI is and what it could become
    - What causes prevalence of feeling industries today, especially sales
    - Why rationalization is one of the greatest benefits of the feeling economy
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    154. The Art & Science of Selling to Prosumers w/ Mario M. Martinez, Jr Aug 24, 2021

    Consumers have turned into prosumers — that is, professional consumers. Before we buy, we read reviews, ask for advice, and do other forms of research about a product or service. What does this mean for sellers?
    In practical terms, before you send a message, you’d better know what pages they were on to construe what they are searching for.
    In the sixth episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Mario M. Martinez, Jr., CEO and Modern Sales Evangelist at Vengreso, about the art and science of selling to the prosumer.
    Mario talked with us about:
    - How people collectively make up the brand
    - What a prosumer is and how we buy
    - Where the line between art and science lies in sales
    - How to communicate that you are interested in others
    - What chapters interest Mario in Human-Centered Communication
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    153. Emotional Intelligence & Human-Centered Connection w/ Dan Hill Aug 17, 2021

    Here are three quick ways to better assess what people are saying with their faces and emotions (aka facial coding). Pay attention to engagement, the camouflage smile, and the two-sided impact of fear.
    The face is the only place in the body where the muscles attach right to the skin. Most of us aren’t aware of what we’re giving away.
    In the fifth episode of our Human-Centered Connection expert series, Steve Pac inelli and I interview Dan Hill, PhD, President a t Sensory Logic, about emoti onal intelligence and facial coding.
    Dan spoke with us about:
    - How to imbue a mission into work for employee retention
    - Why contempt and sadness can be dangerous emotions
    - What to do to raise our emotional literacy
    - How Steve Jobs illustrates the positive and negative sides of anger
    - Why emotions stand apart from the rational parts of the brain
    Check out these resources we mentioned during the podcast:
    - Dan Hill, PhD (LinkedIn)
    - Sensory Logic
    - Grand Performance
    - Episode 75: Emotional Intelligence and The Power of Faces
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    152. Creating an Environment of Continuous Coaching w/ Morgan J. Ingram Aug 10, 2021

    Taking a teaching focus means truly listening to and identifying with the customer, and it’s built on a continuous coaching environment. To learn and to teach takes agility, vulnerability, and relatability. Find out how a 3x LinkedIn Top Sales Voice cultivated those traits in himself.
    In the fourth episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Morgan J. Ingram, Director of Sales Execution and Evolution at JB Sales Training, about personal communication strategies.
    Morgan chatted with us about:
    - Why no single role “controls” the customer experience
    - What he learned from being open on LinkedIn
    - How to become one of the 2-5% of people who take action on what they hear
    - Why becoming relatable and vulnerable was one of his best career moves
    Check out these resources we mentioned during the podcast:
    - MorganJIngram.com
    - 1UP Formula
    - The Ride of a Lifetime by Robert Iger
    - Ralph Barsi on LinkedIn
    - Stance Socks
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    151. Creating Holistic and Immersive Experiences w/ Mathew Sweezey Aug 03, 2021

    Moving forward, nearly every experience is going to be hybrid: both physical and virtual. We’ll need to provide a hybrid experience for our employees as well as our customers.
    In the third episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Mathew Sweezey, Director of Market Strategy at Salesforce, about internal marketing, the immersive experience, and employee experience.
    Mathew talked with us about:
    - What’s missing from the equation of experience
    - How to craft hybrid experiences
    - Why internal marketing should be your next big focus
    - How to focus on creating immersive employee experiences
    - What managers can do to create a great experience
    Here are some links to resources we mentioned:
    - Mathew Sweezey on LinkedIn
    - MathewSweezey.com
    - Salesforce.com
    - Salesforce Futures Lab
    - Patagonia
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for Customer Experience Podcast in your favorite podcast player.

    150. Why Your Virtual Relationships Degrade Over Time w/ Dr. Nick Morgan Jul 29, 2021

    When we communicate virtually, we are using flattened, muted versions of ourselves. Little surprise, then, that virtual relationships degrade over time.
    How do we overcome the impoverishment of the virtual world?
    In this episode, I interview Dr. Nick Morgan, a communications coach and theorist, four-time author, and President at Public Words, about how virtual communication differs from in-person communication — and how that affects our relationships.
    Nick also talked with me about:
    - What the underlying psychology says about virtual communication
    - How to communicate emotional clarity in video
    - What it means that every mistake is permanent virtually
    - Why we should augment, rather than dampen, our emotions on screen
    - How to maintain a virtual relationship
    Check out these resources we mentioned during the podcast:
    - Dr Nick Morgan on LinkedIn
    - Dr Nick Morgan on Twitter
    - Books by Nick Morgan
    - Public Words
    - HubSpot
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    149. A Blissful Approach to Training Customers and Employees w/ Lauren Bailey Jul 27, 2021

    Whether we are training employees, customers, or trainers, video is a powerful form of human-centered communication. When someone who teaches trainers explains the advantage of video, you sit up and take note.
    In the second episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Lauren Bailey, Founder and President at Factor 8 and Founder at #GirlsClub. She walks us through the BLISS acronym as well as the broken rung, the confidence gap, and the forgetting curve.
    Lauren also discussed with us:
    - Why there are still relatively few women in sales leadership
    - How to apply Bloom’s taxonomy in training
    - What BLISS has to do with video communication
    - How to solve some problems with today’s BDR role
    Here are some links to resources we mentioned:
    - Lauren Bailey on LinkedIn
    - Factor8.com
    - WeAreGirlsClub.com
    - USAA.com
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for Customer Experience Podcast in your favorite podcast player.

    148. Video Messaging and the Next Normal w/ Dan Tyre Jul 20, 2021

    Video is a perfect example of taking automation and inserting more humanity into it. It’s a relationship-building form of communication that centers around what’s human about technology.
    In this first episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Dan Tyre, Director at HubSpot. He explains that everyone in the company is involved in customer experience and must practice ways to reduce friction and build connection.
    In addition to his contribution to our book, we chatted with Dan about:
    - What he contributed to our chapter called “The Year of Video”
    - How HubSpot’s flywheel uses best customers to gain more customers
    - Why Dan is so impressed with the expertise of Phil, his “dirt guy”
    - What the video details at the Lions Program (aka Hubspot Academy) are
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for Customer Experience Podcast in your favorite podcast player.

    147. The 7 Pillars of Customer Success w/ Wayne McCulloch Jul 13, 2021

    The role of customer success is to build value on the promise of what the customer became a customer in the first place. Being so deeply invested in the customer’s journey, CS must become more than trusted. It must become strategic.
    Joining me on this episode is Wayne McCulloch, Global Head of Customer Success at Google Cloud (Saas) and author of The Seven Pillars of Customer Success, to talk about the relationship between CS and CX:
    Wayne and I also discussed:
    - How there were 5-12 pillars in the beginning of the book
    - What the 7 pillars are, including strategic advisor
    - Why CS is similar to both parents and police
    - How a 1940s movie perfectly illustrates CS
    - Why you should use a 3rd party for customer exit interviews
    Check out these resources we mentioned during the podcast:
    - Wayne McCulloch on LinkedIn
    - Customer Success Pillars
    - Tom Hogan on LinkedIn
    - Maria Martinez on LinkedIn
    - CLEAR
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for Customer Experience in your favorite podcast player.

    146. Getting Clear on Who You Are and How You Serve w/ Anthony Coundouris Jul 06, 2021

    When you present who you are — your core beliefs — to the customer, do you get head nods, indifference, or hostility? All 3 are great responses, actually. If they’re nodding, they probably share your beliefs. That’s a key tenet of quadrant 3: who we are.
    In this episode, I interview return guest Anthony Coundouris, Founder at run_frictionless and author of run_frictionless, about how Q3 (who we are) and Q4 (how we serve) fit in the overall 4-part frictionless framework.
    Anthony and I also talked about:
    - Why sharing beliefs should be the beginning of every PowerPoint
    - How to evaluate the 3 types of response to who you are
    - What happens to revenue when you fit the quadrants together
    - What vanity values are
    - How to start conversations with less friction
    Check out these resources we mentioned during the podcast:
    - Anthony Coundouris on LinkedIn
    - Company: run_frictionless
    - Book: run_frictionless
    - Xero Accounting Software
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for Customer Experience in your favorite podcast player.

    145. Establishing Core Principles for Yourself and Your Team w/ John Belizaire Jun 29, 2021

    The key to building a great business and getting a team focused is, first, having a set of consistent core values over time. Once you’ve established core principles around serving your customer, the next step is to continue to optimize around improving that customer experience over time.
    In this episode, I interview John Belizaire, CEO at Soluna and Founder and Managing Editor at CEOPLAYBOOK, about building long-term relationships, the wow of customer experience, and his personal mission statement to influence a thousand young entrepreneurs.
    John and I also talked about:
    - Building a personal mission statement around what you want to be proud about
    - Why CEOs should be deeply involved in creating customer experience
    - Soluna’s commitment to support green power with global energy
    - The relationship between entrepreneurship and storytelling
    Check out these resources we mentioned during the podcast:
    - John on LinkedIn
    - Soluna.io
    - CEOplaybook.co
    - Luxor Mining
    - Interlude NYC
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    144. An Actor's Guide to Truthful and Honest Videos w/ Tricia Jane Wiles Jun 24, 2021

    Those of us who feel we’re not very good on camera would rather have someone else present for us. But we’re losing the opportunity to share our passion and expertise with others who could benefit.
    In this episode, I interview Tricia Jane Wiles, Marketing Communications / Host of Accelerating Revenue Series at True Influence and former actor at Disney. She shares confidence-building tricks to overcome imposter syndrome and improve video presence.
    Tricia also talked with me about:
    - What she learned about CX from working at Disney
    - Helping others overcome imposter syndrome to appear on video
    - The pep talk she gives herself in the mirror to build confidence
    - How to improve video presence with voice and posture
    Check out these resources we mentioned during the podcast:
    - 5 Requirements of Your Video Toolkit with Tricia Jane Wiles and Bob Perkins (AA-ISP)
    - Accelerating Revenue Series
    - David Lewis (LinkedIn)
    - Christian Wiles (LinkedIn)
    - Costco
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    143. Hiring and Onboarding Virtual Professionals w/ Daniel Ramsey Jun 22, 2021

    Virtual professionals not only grant you the time you’ve been craving, but they also improve your customer experience with processes and systems that work.
    In this episode, I interview Daniel Ramsey, CEO and Co-Founder at MyOutDesk, about how virtual professionals affect customer experience.
    Daniel and I discussed:
    - How VAs earned a shout-out in Tim Ferris’s 4-Hour Workweek
    - Setting expectations: the honeymoon metaphor
    - Why the Philippines provides such exceptional virtual professionals
    - When customers know they need VAs but can’t articulate it
    - Strategic gates and failsafes
    Check out these resources we mentioned during the podcast:
    - Daniel Ramsey on LinkedIn
    - MyOutDesk
    - Airbnb
    - Uber
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    142. Don't Just Personalize, Get Personal w/ Kristina Jaramillo Jun 15, 2021

    When marketing speaks to one-to-many, we’re addressing industries. When we speak to one-to-few, we’re addressing personas. But personal relevance in one-to-one messaging means that we speak to how unconsidered gaps will affect that individual specifically.
    In this episode, I interview Kristina Jaramillo, Founding Partner at Personal ABM, about the difference between personalized and personal ABM — and why the key is CX.
    Kristina talked with me about:
    - What putting the customer first really means
    - How you should be using LinkedIn
    - Personalized vs. personal ABM
    - Who to target and how to target them
    - The relationship between ABM and CX
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play, or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    141. Understanding the Intersection of CX, UX, and UI w/ Joey Kilrain Jun 08, 2021

    Not all elevators are created equal. Some have the emergency button placed too high for a child or a person using a wheelchair to reach. The design is not centered on what a human needs.
    Same applies to visual design.
    In this episode, I interview Joey Kilrain, Founder/CCO Experience Design at DED, about the intersection between the importance of visual design on CX, UX, and UI.
    Joey and I talked about:
    - The complicated Venn diagram of CX, UX, and UI
    - How Human-Centered Design serves customers
    - Tips for having a constructive conversation about design
    - Brand guidelines vs. design systems
    - What Joey has learned from teaching design
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    140. Creating Sales and Customer Success Alignment w/ Ethan Beute Jun 03, 2021

    Two of the least aligned teams are often sales and customer success. I’ve learned so much from my podcast guests about why that’s problematic and what to do about it.
    I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. Join me to hear some strategies for promoting alignment between CS and sales.
    Here are some thoughts from the episode:
    - How marketing affects CS
    - Making sales to customer success handoffs better
    - What CS can teach sales and what sales can teach CS
    - Aligning pre-sale and post-sale for customer retention
    - The success leader is the conduit between the company and customer
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

    139. Building Customer-Centric Innovation Into Your Company Culture w/ Dennis Geelen Jun 01, 2021

    If you can combine customer-centricity and innovation as a cultural mindset pervasive throughout your company, then you’ve really got a recipe for long-term success.
    In this episode, I interview Dennis Geelen, Founder at Zero In and author of The Zero In Formula, about building customer-centric innovation into the company's cultural mindset.
    Dennis and I also talked about:
    - The 3 main components of customer experience
    - Why indifference, not hate, is the opposite of love
    - All things CCI and how it affects culture
    - Calculating the lifetime value of your customers
    - Reducing hunger and raising community love
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    138. Human Factors & Design Thinking w/ Anand Tharanathan May 25, 2021

    Human factors is a field of science that explores capabilities and limitations of humans as they interact with a product, technology, or service. The goal of human factors is to capitalize on the capabilities and to circumvent the limitations to create an optimal human-machine interaction.
    In this episode, I interview Anand Tharanathan, Chief Product Officer at MetaCX, about incorporating human factors into every aspect of design.
    Anand talked with me about:
    - Tips for building a superior design team
    - User centered design: what it is and why it matters
    - Starting with empathy
    - How to synthesize insights into viable tests
    - Becoming a first-time Chief Product Officer
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    137. Enhancing EX and CX Through Brand Storytelling w/ Gabrielle Dolan May 18, 2021

    If your brand is the stories people share about you, the concept of brand storytelling is how you take control of those stories by bringing humanity into the way you lead and communicate.
    In this episode, I interview Gabrielle Dolan, Speaker and Author at Gabrielle Dolan Consulting and Founder of Jargon Free Fridays, about the trends driving brand storytelling and how to influence stories told about you.
    Gabrielle spoke with me about:
    - The power of telling magnetic stories
    - 5 types of stories that every business needs
    - Being intentional, authentic, and strategic about sharing who you are
    - The origin story for Jargon Free Fridays
    Check out these resources we mentioned during the podcast:
    - GabrielleDolan.com
    - Gabrielle on LinkedIn
    - Gabrielle on Twitter
    - Books by Gabrielle
    - Elise Turner on LinkedIn
    - Habbot Shoes (Flats)
    - Ferguson Plarre Bakehouses
    - Mekong Capital
    - Columbia Restaurant
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    136. So, You've Just Been Named VP of CX... Now What? w/ Logan Lyles May 11, 2021

    Everyone’s looking to you as the new dedicated CX leader to structure the customer experience. What are your two functions? What three practices will help you achieve them?
    In this episode, I interview Logan Lyles, VP of Customer Experience at Sweet Fish Media, about being the pioneer of the CX role at his company.
    Logan & I talked about:
    - How our mutual friend James Carbary introduced us in Colorado Springs
    - The two halves of Logan’s CX team: customer success and content production
    - What the first 90 days as VP of CX looked like
    - Why incorporate video into your internal and external messaging
    Check out these resources we mentioned during the podcast:
    - B2B Growth
    - SweetFishMedia.com
    - Riverside.fm
    - Sounder.fm
    - Megan Bowen on LinkedIn
    - James Carbary on LinkedIn
    - Never Lose a Customer Again by Joey Coleman
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    135. Creating Conversational Relationships With Thousands of Customers w/ Ali Biggs May 04, 2021

    The best conversation that you can have with a customer is one in which they don’t walk away without answers. That might sound obvious, but the path to arriving there requires you to know exactly how to balance bot and human — and how to transition seamlessly between them.
    In this episode, I interview Ali Biggs, Senior Director of Product Marketing at Intercom, about marketing for a conversational relationship platform (CRP).
    Ali also talked with me about:
    - The relationship between EX and CX
    - The conviction that relationships with customers are paramount
    - Utilizing bots to converse at volume
    - Where to position product marketing for greatest effect
    Check out these resources we mentioned during the podcast:
    - Lauren Vaccarello
    - Nybll
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    134. Research: To Improve CX, Invest in EX w/ Ethan Beute Apr 29, 2021

    If you want to drive revenue growth, you need to have great CX. If you want to drive great CX, you need to have great EX. In other words, the employee experience is a precursor to the customer experience.
    I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. I’m here today to share some of the connections I made about EX while interviewing Mathew Sweezey for the next book I’m cowriting with my longtime friend Steve Pacinelli.
    I love to share the things I’m learning:
    - Discussion of The Experience Equation
    - Discussion of the Service Profit Chain article from HBR
    - Discussion of the Heskett, Sasser, Schlesinger Service Profit Chain book
    - Bottom line: How internal service quality drives everything in your company
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

    133. The 4 A’s of Customer Experience w/ Leah Chaney Apr 27, 2021

    Not only should everyone want to have customer experience as an integral part of their org’s DNA, but they should also be accountable for the fact that they are a part of the customer’s experience.
    In this episode, I interview Leah Chaney, Founder and Chief Experience Officer at BetterGrowth, about her brilliant 4 A’s of Accountability bucketing system.
    Leah talked with me about
    - How customer experience is like a theme park
    - The 4 As and how to scale them
    - How to weave retention into all of your goals
    - Cultural impediments to the CX conversation
    Check out these resources we mentioned during the podcast:
    - Buc-ee’s
    - BreakoutCS
    - Revenue Collective
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for Customer Experience Podcast in your favorite podcast player.

    132. Bringing Empathy Back to Cold Emails w/ Jason Bay Apr 20, 2021

    The last cold email you received probably made you feel disengaged at best. It’s also the reason why the average cold email response rate is 1%.
    In this episode, I interview Jason Bay, Chief Prospecting Officer at Blissful Prospecting, about bringing empathy back to the sales process.
    We also talked about:
    - The 2 sales enablement fails and what should replace them
    - The REPLY method for cold emailing
    - The next wave of video and his video strategy
    - Long form content vs. bite-sized content
    Check out these resources we mentioned during the podcast:
    - BlissfulProspecting.com/Ethan
    - Jason Bay on LinkedIn
    - Proposify
    - Apple
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    131. Returning the Human Voice to Marketing w/ Mark Schaefer Apr 13, 2021

    Are we using technology to create barriers between us and our customers? Or are we doubling down on things we know that our customers respond to, like a human voice that’s friendly, accessible, and even vulnerable?
    In this episode, I interview Mark Schaefer, COO at B Squared Media and author of Marketing Rebellion, about returning the human voice to the center of marketing.
    Mark also talks with me about:
    - Cumulative advantage vs. competitive advantage
    - Two thirds of your marketing is done by your customers
    - A fracture is a business opportunity
    - The role of momentum in change
    Check out these resources we mentioned during the podcast:
    - {grow} blog
    - BusinessesGrow.com
    - The Cumulative Advantage
    - Marketing Rebellion
    - Mark on LinkedIn
    - Mark on Twitter
    - Keith Reynold Jennings
    - The North Face
    - Glossier
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    130. The Mindset of Improv in Sales w/ John Sweeney Apr 06, 2021

    The sales funnel is actually a pyramid that looks like this: top-level is sales tools, middle level is sales skills, bottom level is the humanity of the sales professional. By restoring a connection to the authenticity, emotion, and mindset of the sellers themselves, the art of sales can begin to return to the foundation of customer experience: making people’s lives better.
    In this episode, I interview John Sweeney, the Owner and Speaker at the Brave New Workshop Theater, about blending principles of comedy, improv, theater, and art to train sellers in using emotion to sell in person and via video.
    John & I also discussed:
    - What the art of theater has to do with sales
    - Understanding the real sales pyramid and the mindset of the authentic self
    - How to become comfortable with being uncomfortable
    - Strategies for putting the human at the center of customer experience
    Check out this resource we mentioned during the podcast:
    - The Innovation Mindset
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    129. Create Forever Customers With A Forever Promise w/ Robbie Kellman Baxter Mar 30, 2021

    The forever customer is someone who trusts you to solve their problem. They’ve taken off their consumer hat and put on their member hat. They aren’t looking for alternatives anymore.
    In this episode, I interview Robbie Kellman Baxter, Strategy Consultant at Peninsula Strategies, about how to achieve forever customers with customer-centricity.
    Robbie also talked with me about:
    - Why short-term revenue matters so much less than long-term relationships
    - Her journey toward the forever transaction — and what that looks like for businesses
    - You want to balance acquisition and retention
    - The importance of knowing what your best customers have in common
    Check out these resources we mentioned during the podcast:
    - Robbie’s books are The Membership Economy and The Forever Transaction
    - Robbie’s podcast is Subscription Stories
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    128. Shifting Your Focus to Account-Based Experience (ABX) w/ Jon Miller Mar 23, 2021

    Just 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 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.

    127. 3 CX Strategies for CROs w/ Darryl Praill Mar 16, 2021

    As 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 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.

    126. The Role of Kindness in Your Company w/ Cole Baker-Bagwell Mar 11, 2021

    Not 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 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.

    125. A Year From Now, You’ll Wish You Began Today w/ Joseph Jaffe Mar 02, 2021

    You 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, 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.

    124. The Flight Back to the Face w/ Ethan Beute Feb 25, 2021

    Are 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, 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.

    123. Transforming Customer Relationships with Transparency and Collaboration w/ Scott McCorkle Feb 23, 2021

    These 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 system?
    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.

    122. CX at Getty Images: Shifting to Authenticity and Evoking Emotion w/ Grant Farhall Feb 16, 2021

    When 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 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.

    121. 3 Ways to Elevate EX from the World's Best Workplace w/ Kristie Ornelas & Steve Cox Feb 09, 2021

    Employee 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 & 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.

    120. The ABC's of Creating Superfans w/ Brittany Hodak Feb 02, 2021

    Superfans!
    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.

    119. The 6 P's of Writing, Publishing, and Selling Your Book (Part 2 of 2) w/ Ethan Beute Jan 28, 2021

    It 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 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.

    118. The 3 C’s That Make or Break the SDR Experience w/ Ernest Owusu Jan 26, 2021

    Imagine 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 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.

    117. Your First 30, 60, and 90 Days In a CX Role w/ Jeff Breunsbach Jan 19, 2021

    What 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 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.

    116. Closing Both Loops with Voice of the Customer w/ Lauren Culbertson Jan 12, 2021

    Customer 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, 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.

    115. (Re)Humanizing Your Events, Content, and Community w/ Bo Brustkern Jan 05, 2021

    Every 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 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.

    114. The 6 P's of Writing, Publishing, and Selling Your Book (Part 1 of 2) w/ Ethan Beute Dec 31, 2020

    If 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 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.

    113. Building A Customer Experience From the Ground Up w/ Eric Crane Dec 29, 2020

    Eric 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 Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

    112. Leading and Selling with Noble Purpose w/ Lisa Earle McLeod Dec 22, 2020

    Purpose 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 changes everything.
    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.

    111. Building A Personal Experience Into Your Customer Experience w/ Greg Segall Dec 15, 2020

    Customer 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 episode, I interview Greg Segall, CEO & Founder of Alyce, about how personal experience (PX) helps shorten sales cycles and build trust. Greg and I talked about: - The relationship between CX and PX - Video, gift-giving, and creating relationship with a brand - Tips for PX at high volume (hint: also includes video) - The role of purpose in an entrepreneurial 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.

    110. The Inbound-Freemium Connection w/ Nicholas Holland Dec 08, 2020

    People 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 Nicholas Holland, General Manager and Vice President of Marketing Hub at HubSpot, about marketing considerations for improving website experiences. Nicholas talked with me about: - Why websites are so crucially undervalued right now - The metrics that matter in on-site experiences - What’s ahead for marketers in 2021 - Free vs. freemium at HubSpot and beyond 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.

    109. Finding Your Customer's Aha Moment w/ Ethan Beute Dec 03, 2020

    Discovering 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, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show, here today to share some things I’ve learned about Aha moments. You can hear me talk a bit about: - The reasons our team has sent about half a million personal videos - The Aha moment with video messages - Resources for understanding the Aha moment in your org 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.

    108. Personas Don't Drive Revenue... Mindsets Do w/ Kristin Zhivago Dec 01, 2020

    Nobody 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 Partners, about mindset-driven marketing, otherwise known as selling the way that customers actually want to buy. Kristin talked with me about: - How COVID-19 inspired Kristin to formulate mindset-driven marketing - Why so many companies don’t deliver on their promises - Customer interviews & mindset immersion - Selling successfully when nobody likes being sold to Check out these resources we mentioned during the podcast: - Kristin’s book is Roadmap to Revenue - Learn about mindset-driven-marketing: introduction, example, how to sell 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.

    107. Improving Retention (From the First Hello) w/ Gowri Ramkumar Nov 24, 2020

    Customer 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 Gowri Ramkumar, Customer Relationship Manager at Document360, about her guiding philosophy for customer support. Gowri and I talk about… - The relationship between customer experience & customer success - How sales teams should act like doctors - How honesty is required at every single level of communication - How trust comes first Check out this resource we mentioned during the podcast: - Gowri’s podcast is Knowledgebase Ninjas 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.

    106. The Magic of Creating Memories at Specific Moments w/ Jeff Kaylor Nov 17, 2020

    How 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 Kaylor, Fortune 500 Keynote Speaker at JeffKaylor.com and Cofounder at the Magic Estate, about how to bring wonder back into customer experience. What we talked about: - Deliberately creating wonder - Planning customer experience by anticipating memory - An unforgettable magician is someone fully present - The magic moments mindset Check out this resources we mentioned during the podcast: - Jeff’s forthcoming book is called “Create Magic: Transforming Your Everyday Interactions Into Magical Moments” 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.

    105. From Cornflakes to Customer Experience, It’s All About Brand w/ Susan Meier Nov 10, 2020

    It’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 Principal at Susan Meier Studio, about creativity and brand strategy: Susan & I discuss: - The relationship between brand and customer experience - What people are really afraid of about creativity - The pervasive contempt of design as a waste of time - The Venn diagram of customer research and customer needs Check out these resources we mentioned during the podcast: - Electrifyyourwork.com - Patagonia - Doximity - Tony Petito, Singapore Repertory Theatre (& the email) 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.

    104. Differentiating Far Beyond Product, Features, or Price w/ Stacy Sherman Nov 03, 2020

    You 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 DoingCXRight, about the EX/CX intersection. Stacy and I chatted about: - The role of video in EX and CX communication (one of my favorite topics) - The heart and science approach to interest in CX - Why Stacy spends nights and weekends on elevating the customer-centric culture 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.

    103. Building Relationships With Your Customers’ Customers w/ James Lloyd Oct 27, 2020

    Two 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 Redox, about serving both his customers (healthcare software vendors) and his customers’ customers (health systems). James talked with me about: - Managing multiple user experiences - What healthcare can learn from other markets & vice versa - The wild & mysterious world of telehealth - What is the cynefin framework, anyway? 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.

    102. Using Suggestion to Sell Decisions & Good Feelings w/ Paul Ross Oct 20, 2020

    You 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 how to master selling using the power of language. Paul shared about: - How to imply a mutual relationship in your first sentence - Being crafty and sincere at the same time - The power of counterexamples in helping reframe a situation - 3 things that neuro-linguistic programming (NLP) does Check out these resources we mentioned during the podcast: - Paul’s book: Subtle Words That Sell - Paul will teach you to destroy your prospect’s objections 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.

    101. Embracing Disruptive Moments: Acquisitions and Role Changes w/ Isabelle Papoulias Oct 13, 2020

    Acquisitions 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 perspective of acquisitions and mergers. In this episode, I interview Isabelle Papoulias, CMO at Mediafly, about her 3 tips for a smooth acquisition process. Isabelle talked about: - Customer experience means delight & consistency - Her double acquisition story - Top 3 lessons, including checking your biases - Her role transitions from Sales Director to VP of Marketing to CMO 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.

    100. Episode 100! The Epic Takes Mixtape Oct 08, 2020

    To 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 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.

    99. 3 Ways CX Programs Go Wrong (and Right!) w/ Ian Luck Oct 06, 2020

    The 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 gap and making customer-centric decisions based on accurate CX data. In this episode, you’ll learn about... - What lies at the heart of the CX gap - The 3 biggest CX mistakes (long surveys, ROI, & data distribution) - Achieving alignment between C-suite & CX - The NPS & CX Benchmarks Report Check out this resource we mentioned during the podcast: - CustomerGage’s 2018 NPS® & CX Benchmarks Report 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.

    98. The End-To-End Transparency Trend w/ Nina Simosko Sep 29, 2020

    Cannabis 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 providing a customer experience that is, above all, transparent. In this episode, I interview Nina Simosko, Chief Commercial Officer at Akerna, about transparency in the customer experience for cannabis dispensaries. Listen in as Nina and I discuss… - Why the trend toward transparency is here to stay - How Akerna came to receive inquiries about garbanzo beans and leafy greens - How to adapt culturally to pandemic-based challenges in the employee experience - What the role of a Chief Commercial Officer is - What Nina learned in large companies that serves her well today 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.

    97. How UX Drives CX (& the Entire World Economy) w/ Bob Berry Sep 22, 2020

    User 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 humans have with businesses are, well, digital. In this episode, I interview Bob Berry, Principal User Experience Researcher at AnswerLab, about the ins and outs of UX. You’ll hear Bob & I discuss… - How UX drives all the business outcomes we can imagine - Who has the gold standard of UX - What the UX is like at an all-virtual construction company - 3 fantastic cautions about sensitive areas of being contactless 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.

    96. 4 Steps to Better Storytelling w/ Michael Ashford Sep 15, 2020

    Customer 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 The Receptionist, about the importance of storytelling in marketing. Listen to Michael and I discuss... - What it means to build heroic content - Dos and don’ts of marking using car commercial examples - Donald Miller’s Building a StoryBrand - How storytelling begins with intentional listening 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.

    95. The 5 I’s of Customer Experience w/ Jim Rembach Sep 08, 2020

    Customer 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 engagement. What are they and how do they work together? In this episode, I interview Jim Rembach, the host of the Fast Leader Podcast and the B2B Digital Marketer Podcast, President at Influence to Action, and Founder at Call Center Coach, about employee engagement and emotional intelligence. In this episode, you’ll learn about... - The 5 I’s (Intention, Investment, Invention, Inspection, Iteration) - How we ruin incredible individual contributors by promoting them - Difference management is different than diversity - The 7 aspects of employee engagement & how that circles back to emotional intelligence Check out these resources we mentioned during the podcast: - MHS - Multi-HealthSystems - Dr. Steven Stein (MHS) - Jim Harter (Gallup) “It’s The Manager” - DDI - Development Dimensions International 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.

    94. Please Email Me: The Customer Feedback Episode w/ Ethan Beute Sep 03, 2020

    Please 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 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.

    93. 3 Best Practices of a Great Community Builder w/ Joe Huber Sep 01, 2020

    To 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. But there’s an art to taking the customer experience from ‘I have a problem’ to ‘I am now an advocate of this platform.’ In this episode, I interview Joe Huber, Customer Community Strategist at Sprout Social, about 3 best practices of a great community builder. What we talked about: - The relationship between customer experience & community - Practice 1: Build thriving spaces where people ask questions about the product with one another - Practice 2: Leverage the spaces to test out new content ideas & themes - Practice 3: Layer community members’ public feedback into the product design - Bonus: Common problems in client community building Check out this resource we mentioned during the podcast: - Joe is a fellow podcast host at the Chicago Customer Success 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.

    92. What’s Next for Restaurants & Offices w/ Alex Grace Aug 25, 2020

    What’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 have much to learn about CX from their innovations. In this episode, I interview Alex Grace, Head of Market Sales and Operations at Fooda, about adaptability and innovation in restaurants. We talked about: - The impact of safety restrictions on restaurants & corporate offices - What a ghost kitchen is - New dining trends & customer behaviors - What restaurants can do now to meet customer expectations for adaptability Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, or Google Play, and find more episodes on our blog.

    91. Align & Engage for Enterprise Sales Success w/ Nema Hashemi Aug 18, 2020

    Engagement 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 episode, I interview Nema Hashemi, Director of Sales at Contentstack, about creating engagement between customers and brand and alignment between content and code. What we talked about: - The relationship between customer experience & engagement - What, exactly, is headless CMS? - How sales is involved in customer success, aka internal alignment - The present need to move as fast as possible on content 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.

    90. Why Transparency Sells Better Than Perfection w/ Todd Caponi Aug 11, 2020

    Buyers 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 long for transparency. In this episode, I interview Todd Caponi, Founder at Sales Melon and author of The Transparency Sale, about why transparency sells better than 5.0 ratings. What we talked about: - How leading with your flaws appeals to the buyer’s brain - Sales theory from the 1920s… still valid? - Why buyers spend 61% of their time investigating your claims - Personalization & value will help your communication stand out 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.

    89. The 4 Stages of Video Adoption w/ Ethan Beute Aug 06, 2020

    You 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 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 about video messaging adoption from years with the BombBomb team. What you’ll learn about: - The 4 stages of video adoption & their essential questions - How to overcome the discomfort of seeing yourself on video - Things people say when they’ve adopted video successfully - What it looks like in your organization when sending videos is normalized behavior Check out these resources I mentioned during the podcast: - I wrote The Video Messaging Adoption Guide - I co-wrote Rehumanize Your Business 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.

    88. Talking CX and EX with Sendoso’s Chief Customer Officer w/ Alli Tiscornia Aug 04, 2020

    Not 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, about her relentless focus on customer experience. What we talked about: - Defining the Chief Customer Officer role & where they report - Retention and expansion as a more powerful and less expensive source of revenue growth than acquisition - Improving the employee experience and customer experience by being a partner, rather than a vendor - Turning employees and customers into marketers - Inviting your customers to your all-hands employee meetings 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.

    87. Staying Human-First In Your Sales Process w/ Tori Belkin Jul 28, 2020

    People 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 is a sales experience focused on human connection. In this episode, I interview Tori Belkin, Senior Director of Sales and Sales Enablement at Ceros, about a human-first sales approach: What we talked about: What experiential content is & its role in sales Taking a feelings-based approach to the customer experience Why she hires reps based on the airport test The importance of conversation & connection before the sales pitch Check out these resources we mentioned during the podcast: Tori gave Simon Berg a shout-out as an inspiring leader Guru’s customer success team is unparalleled Tori’s LinkedIn 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.

    86. Hiring for Soft Skills, Training for Tech Skills w/ Richard Myers Jul 21, 2020

    When 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 Richard Myers, Vice President of Customer Support & Success at Linode, about developing his CS training team. What we talked about: - The integral part that CS plays in customer experience - Ricks’ decision to create a internal training program from scratch - The 72-day onboarding process for new hires - How Linode’s core values equip CS to problem solve for customers Check out these resources we mentioned during the podcast: - Rick’s post on “Why You Need a Support Training Team” - Rick’s shoutout to Steve Clemens - B&H Photo Video is a place doing customer experience excellently 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.

    85. How To Successfully Pivot To A Virtual Event w/ Corey McCarthy Jul 14, 2020

    64% 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 can host one? In this episode, I interview Corey McCarthy, the CMO at Socio, about how to host great virtual events. What we talked about: - What it took Socio to pivot itself and its clients to virtual and hybrid events - The characteristics of a great virtual event (including why you need an emcee) - Marketing insights for rethinking the customer journey during a pandemic - Creating communities, even virtual ones, increases brand loyalty and creates evangelists Check out these resources we mentioned during the podcast: - Socio.events - Corey on LinkedIn - Steve Axel on LinkedIn - Who Gives a Crap 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.

    84. 10 Rules for Building a Category & Community w/ Sangram Vajre Jul 07, 2020

    We 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 Co-Founder at Terminus, about how he created the category of and community around account-based marketing (ABM). We cover: - A lightning round discussion of the 10 rules of category creation - What unbranding really means (& how to do it) - The reasons to promote people, not products - How Sangram’s goal to educate about a problem created a movement Check out these resources we mentioned during the podcast: - ABM is B2B, Sangram’s most recent book - The #FlipMyFunnel movement that Sangram originated - The #FlipMyFunnel Podcast, well into its 600th episode 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.

    83. The 3 Pillars of Post-Crisis Customer Communication w/ Brian Gilman Jun 30, 2020

    The 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 2021), we must focus on the systems we’ve put in place to communicate with customers in terms of both how they’ve changed and how they must further evolve. In this episode, Brian Gilman, Vice President of Solutions Marketing at Vonage, shares his perspective on the 3 pillars of post-crisis communications — and what has to change forever. What we talked about: - The permanent changes to customer communication systems - Why we say goodbye to “future proofing” (and perhaps to long sales cycles) - How to make the immediate shift to fast implementation and decisions - The 3 pillars of the post-crisis period: replacement for work from home, fail overs for continuity, and augmentation 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.

    82. 3 Ways to Fight Zoom Fatigue w/ Ethan Beute Jun 25, 2020

    Video 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 BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show, here today to share actionable ways to improve your video meetings. In this episode, you’ll learn how to… - Schedule a 25 minute meeting to give yourself a built-in break - Quit multitasking during meetings & get permission to look out the window - Record a video message rather than having a video meeting - Free your time & attention from so many video meetings Check out these resources I mentioned during the podcast: - My book teaches you how to Rehumanize Your Business with video - Watch me talk about Zoom Fatigue on the news - Learn 6 steps toward better meetings 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.

    81. 4 Truths for Customer Experience as the Backbone of Your Business w/ Aaron Weiche Jun 23, 2020

    During 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 on the 4 truths of CX: it should be 1) differentiated, 2) easy, 3) visible, and 4) authentic. In this episode, I interview Aaron Weiche, CEO at GatherUp and host of the Saas Venture Podcast, about the 4 truths and how to apply them tactically. What we talked about: - Why listening to the customer should be a core part of your business - Prospective customers’ focus on reviews and need to hear from current customers - Data collection without lowering customer friction is not the win you think it is - Psychologically, a 4.78 is more attractive than a 5.0 review - 3 tactical spaces you should provide opportunity for customer 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.

    80. Employee Experience Design: How, Why, and Where To Begin w/ Gil Cohen Jun 16, 2020

    Employee 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 episode, I interview Gil Cohen, Founder at Employee Experience Design, about intentionality in crafting the employee experience. What we talked about: - How to design for the 8 aspects of employee wellness - Why employee experience starts before hiring process - How an investment in EX as an investment in your bottom line - Why intentionality matters in designing EX - Where the best place in your organization is to start an EX initiative 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.

    79. A 4-Part Framework for a Frictionless Experience w/ Anthony Coundouris Jun 09, 2020

    Customer 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 interview Anthony Coundouris, the founder of run_frictionless and author of run_frictionless, about removing friction by aligning 4 quadrants in your business. What we talked about: - How to reduce friction by designing to and operating from the four quadrants - Why you should ignore your competitors and focus on customer expiry - How to attract and hire people based on shared beliefs - Why 70% of buying decisions are based out of Q3 (Who We Are) and how to insulate yourself by inspiring irrational buying forces - How to uncover wild inconsistencies between what sales leaders think they’re selling and what’s actually for sale 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.

    78. 3 Ways To Improve Data Literacy w/ Piyanka Jain Jun 02, 2020

    Data 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 time of great change, is the perfect opportunity to invest in growing a data culture so that in the post-pandemic world, you’ll have both the data literacy and the data maturity to thrive. In this episode, I interview Piyanka Jain, President and CEO of Ayrng, about how to build data literacy and create citizen analysts. What we talked about: - The definition of data literacy and its relationship to data maturity - How data maturity is like making falafel - Why a healthy data culture is foundational to crafting customer experience - Why data personas precede data literacy - Best practices for improving data literacy (3 problems to overcome) Check out this resource we mentioned during the podcast: - Ayrng’s data scientist and citizen analyst Academy 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.

    77. The Science of Video (& the New Metric That Matters Most) w/ Ethan Beute May 28, 2020

    When 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 communication scientifically cannot do. In this episode, I’m excited to unpack some of the science about video that I shared recently at Narrative Science’s Data Storytelling Virtual Summit. 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 about the science of video from 3 amazing podcast guests. What we talked about: - Our essential human interest in faces (and how our attention wanes when we see a profile instead - The way that video makes us think we’re in close proximity emotionally - How video jumpstarts social bonding - The metric that I argue matters most in communication today Check out these resources we mentioned during the podcast: - Dan Hill on Faces 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.

    76. When Customer Experience Becomes An Existential Experience w/ Todd Hockenberry May 26, 2020

    Our 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 experience is that essential to keeping our livelihoods and lives safe, we have to revisit its deepest foundation: relationships. In this episode, I interview Todd Hockenberry, Consultant, Advisor, and Coach at Top Line Results, about customer centricity and inbound organization. What we talked about: - Alignment is actually about teamwork - True customer-centricity means knowing more about the customer than they know about themselves - A traditional playbook is just frustrating your reps & customers - We are all connected, and no one can succeed alone Check out this resource we mentioned during the podcast: - Dan’s book is Inbound Organization - His coauthor Dan Tyre was also a guest on the Customer Experience 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.

    75. Emotional Intelligence and The Power of Faces w/ Dan Hill May 19, 2020

    The 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 to read them — truly reveal what is happening on the emotional scale. The insight that there are 7 emotions in terms of facial coding and that only one of them is truly positive will help companies shape the customer experience and the employee experience. In this episode, I interview Dan Hill, President of Sensory Logic and author about all things EQ, to hear about how video can unlock human emotion. What we talked about: - 3 tips for framing your face properly in video - One person on camera is better than two … or three … or more - Our buying choices stem from desiring pleasure and avoiding danger - The less you see of the face, the less your brain fires Check out these resources we mentioned during the podcast: - Emotionomics: Leveraging Emotions for Business Success - Famous Faces Decoded: A Guidebook for Reading Others - First Blush: People’s Intuitive Reactions To Famous Art 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.

    74. Using Tech to Scale the Human Touch and Build Community w/ Stef Caldwell May 12, 2020

    Everyone 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 pandemic, you’d start to feel pretty hopeless, but if the data started to produce fact-based stories, we humans would start to be able to understand it and use it to make decisions. Even greater than comprehending data using narrative is creating community with data. Our guest today is an expert at both, a person who spends most of her time analyzing not just what the data is saying but how it can serve people by connecting customers not just to her company, but to each other. In this episode, I interview Stef Caldwell, the Senior Customer Success Leader and Community Architect at Narrative Science, about customer experience and customer success. What we talked about: - What your data can and can’t tell you about your customers - What the relationship is between CS and CX - Why we must scale the human touch in Customer Success - Why to create community around your core beliefs - How Stef founded Manifest to address the missing rung — the first step that carries women into management Check out these resources we mentioned during the podcast: - Manifest - Lululemon - Goal setting with Michael Hyatt - James Clear’s Atomic Habits - Charles Duhigg’s Power of Habit 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.

    73. Marketing To Your Employees, Not Just Your Customers w/ Chris Wallace May 05, 2020

    We 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 strong bond with the people delivering that customer experience — the ones facing the customers — you have a catastrophic breakdown between promise and delivery. Employee experience is customer experience if employees believe in the brand they are hired to represent. In this episode, I interview Chris Wallace, Cofounder and President at InnerView Group, about marketing and branding to employees, not just customers. A few of the takeaways: - Build employee satisfaction to drive customer satisfaction — an upward spiral - Avoid brand dilution by closing the gap between your brand promise and your customer experience - Infuse your team with a sense of pride and purpose in their work and in your company - Techniques & strategies for improving employee experience 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.

    72. Better Marketing Through Product, Sales, and Customer Conversations w/ Shanee Ben-Zur Apr 28, 2020

    Now 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 data as an avenue for relating to the deep needs of the customer. You’ve heard of account-based marketing and selling… Account-based information ties into the customer experience just as closely. In this episode, I interview Shanee Ben-Zur, Head of Marketing, Media, & Growth at Crunchbase, about using data to develop fuller pictures of your customers: What we talked about: - Shanee’s A/B test strategy and project team - CX touches wants, needs, and desires - not just finances - Organizing and interpreting customer interviews - Deeply understanding who the customer is means recognizing their stress & problem solving from a desire to help - If you can’t measure it, should you be doing it? - Where sales meets marketing meets product 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.

    71. Differentiating Your Brand by Humanizing The Experience w/ Ed Breault Apr 21, 2020

    Brand 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 believes that the brand and the buying experience will match and when that expectation is met… a premium brand is born. In this episode, I interview Ed Breault, CMO at Aprimo, about developing his brand experience strategy. What we talked about: - Customer experience as a promise - His mission to rehumanize the brand experience at Aprimo - Achieving “extraordinary influence” within your target accounts - Personal brands as the new corporate brand - Doing your best work within your “life flow” Check out this resource we mentioned during the podcast: - Ed was profiled on DMNews 40Under40 - He explains the impact of Rehumanize Your Business 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.

    70. Mental Health in Sales: More Than 40% Struggle w/ Jeff Riseley Apr 14, 2020

    Think 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% of salespeople struggle with mental health. In this episode, I interview Jeff Riseley, the founder of the Sales Health Alliance, about his passion to create more awareness around mental health in sales — and to help salespeople and sales leaders navigate stressful sales situations in a mentally healthy way to increase performance. What we talked about: - The ROI of investing in mental health - The difference between having “luck” and “feeling lucky” - The impact of setting sales quotas your reps aren’t likely to hit - Thinking about salespeople as “corporate athletes” - Jeff’s personal story of mental health awareness and advocacy Check out these resources we mentioned during the podcast: - Start Talking PDF - Sales Gratitude Journal PDF 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.

    69. The Essence of CX: How You Make People Feel Apr 09, 2020

    “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, but I think it may not be too simple. The essence of customer experience tends to be incorrectly focused on getting customers to do something, but the underlying cause of nearly all of our actions is whether we feel seen, heard, and appreciated. In other words, if we feel connected, we’ll act. 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 continue the ongoing conversation of what customer experience is and how it builds relationships. What I talk about: - The definition of customer experience - Getting people to do something is the outcome of how they feel - Attitudes & feelings toward team members, products & services, and the problem that brought you into a relationship - The way you operate bolsters relationship in multiple directions Check out these resources I mentioned during the podcast: - Rehumanize Your Business - Ep. 56 on The Customer Experience 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.

    68. Creating & Delivering Better Buying Experiences with Video w/ Josh Fedie Apr 07, 2020

    The 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. Strategizing about creating a buyer’s experience not just to mitigate the buyer’s remorse but to empower the buyer is a huge component of customer experience. Our guest brings more than 20 years of sales and marketing experience in digital marketing and tech, most often as the Director of Business Development but also as a two-time company founder. He founded his latest company, SalesReach, because “buyers have changed, salespeople matter, and marketing shouldn’t have all the fun.” In this episode, I interview Josh Fedie, Founder at SalesReach and host of The Founders Mentality, about crafting his company to make better buying experiences.. What we talked about: - Customer experience has to do with feelings - 2 ways to think about personalization - Product-driven organization vs. a sales- and marketing-driven organization - Strategies for getting started with video Check out these resources we mentioned during the podcast: - Josh’s LinkedIn video about video - Ep. 40, “The Biggest Transformation in Prospecting in 30 Years,” w/ Dan Tyre 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.

    67. Customer Communication In Times of Crisis w/ Samantha Stone Mar 31, 2020

    We’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 Experience Podcast, my guest and I discuss how digital chat (both live and bot) and video are affected by COVID-19. Listen in as I talk with my first return guest, Samantha Stone, the Founder and CMO of The Marketing Advisory Network and the author of Unleash Possible, about customer communication channels in a time of crisis. What we talked about: - Customer communication channels — including the chat experience - The power of video to stay connected even when we’re social distancing - Crisis communication through the lens of the Coronavirus pandemic - Why we’re so far from gender equality in 2020 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.

    66. Restoring The Human Factor To Fulfill The “Big CX Dream” w/ Ben Smithwell Mar 24, 2020

    Basically, 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 about some of the soft spots and even illusions in the modern Customer Experience movement… Ben Smithwell joins us on The Customer Experience Podcast! Ben is the Director and CX/Service Design Principal at Comotion and the Director and CX/Service Design Strategist at Smithwell. What we talked about: - The Spock vs. Kirk customer experience battle - The evidence showing that the Big CX Dream has failed to live up to its billing - The tendency to treat CX as an ideology rather than a discipline - The tool-led rather than expertise-driven nature of CX - The human factor that can help fulfill the Big CX Dream Check out this resource we mentioned during the podcast: - Ben’s TEDx Talk about removing bullies - My TEDx Talk about the Flight Back to the Face 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.

    65. Product Usage as a Vanity Metric w/ Chris Hicken Mar 17, 2020

    Product 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 for each account (likelihood to renew or churn). In this episode, I interview Chris Hicken, cofounder and CEO at ‘nuffsaid, about what tracking product usage is (and isn’t) good for. What we talked about: - 4 main buckets: Customer Maturity, The Product, The Experience, The Pricing - Why the CS leader should own more go-to-market strategy in the future - Considerations for product-led growth, sales-led growth, and marketing-led growth - Why free and freemium may not be a good fit - Considerations for going up market from SMB to Enterprise 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.

    64. A Circular Approach to the Customer Lifecycle w/ Wes Schaeffer Mar 10, 2020

    How 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 episode is for you. Wes Schaeffer, author, speaker, and Founder at The Sales Whisperer, stopped by The Customer Experience Podcast to break down this circular approach to the customer lifecycle. What we talked about: - What an ideal customer lifecycle looks like – courtesy of BMW - How the ABCDE process works - When to use automation vs. personal touch - Why doing things that can’t scale is important - How to keep the personal and the human in the sales process 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.

    63. Creating Fans Through Human Connection w/ David Meerman Scott Mar 03, 2020

    If 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, you have to give people an experience they’ll always remember – one built on human connection. And that’s hard to do. But you can’t have truly invested fans without it. Fortunately, our guest on this episode of The Customer Experience Podcast, David Meerman Scott, knows a thing or two about what it takes to create a solid company fanbase. Reasons to Listen: Why real (not virtual) human connection is vital to business success What the underpinnings of Fanocracy consist of Why giving things away for free is beneficial to making more fans How to increase face-to-face proximity with current and potential fans through video When data obsession gets in the way of human connection Check out these resources we mentioned during the podcast: The New Rules of Marketing and PR Marketing Lessons from the Grateful Dead Fanocracy: Turning Fans into Customers and Customers into Fans 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.

    62. The 6 Layers of Learning: Bloom's Taxonomy w/ Ethan Beute Feb 27, 2020

    Because 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 your week to week — at work, at home, or somewhere else — you’re probably also in a teaching role. In other words, you’re both a learner and a teacher. (To my mind, this is also called leadership.) I've got something fabulous for you in this episode that I think you’re going to enjoy as much as I have. It's called Bloom's Taxonomy. My name is Ethan Beute, the Chief Evangelist at BombBomb, coauthor of Rehumanize Your Business, the host of The Customer Experience Podcast, and the cohost of the CX series on the B2B Growth Show. In this episode, I’ll be sharing my love for learning and how Bloom’s Taxonomy can deepen your understanding of how and why we know what we know. What I talk about: How I first became aware of Bloom’s Taxonomy A brief history and overview of how the taxonomy has evolved What the 6 layers of learning are Why Bloom’s Taxonomy matters in your day-to-day Check out our podcast on Apple Podcasts, Google Play, Spotify, and Stitcher.

    61. Creating Instant Connection With Anyone You Want to Know w/ James Carbary Feb 25, 2020

    If 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 if I told you that creating connection is as simple as collaborating with anyone you want to know to create valuable content? This very episode of the Customer Experience Podcast is both a consequence of and a demonstration of content-based networking. About four years ago, I created some content with someone who is now my friend. It’s a relationship that grew relatively slowly. It took a couple of years of content collaboration before any deals were made. But this is what content-based networking is all about: making content with people with the aim of creating a connection that could turn into future business. You really have nothing to lose with this approach. Worst-case scenario – you end up with stellar content and new relationships. I’m so honored to introduce you to my friend James Carbary, Founder of Sweet Fish Media, host of B2B Growth, and author of Content-Based Networking. What we talked about: Improving CX with content-based networking Making your own luck to create valuable content and meaningful interactions Focusing on the process of building relationships instead of the outcomes Taking a journalistic approach to content creation Balancing online connection with offline connection Check out these resources we mentioned during the podcast: James was inspired by Never Lose a Customer again by Joey Coleman and all the books by Gary Vaynerchuk James’s book is Content-Based Networking I’ve interviewed James before at BombBomb HQ. He’s interviewed me twice at B2B Growth (Ep 248 and Ep 381). 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.

    60. The Context Marketing Revolution w/ Mathew Sweezey Feb 18, 2020

    As 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 director of market strategy at Salesforce — Mathew Sweezey — wrote an entire book on what exactly goes into context marketing. That book, entitled Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media, lays out in detail how marketers can break through the world of endless noise we’ve built. Luckily for us, Mathew was kind enough to hop on The Customer Experience Podcast and answer a few questions. What we talk about: Why collaboration and executive buy-in make for top marketing performers How businesses can grow by way of holistic customer experience The origin of his new book, Context Marketing Revolution Why we’ve become immune to attention-based marketing How to take a human-centered approach to marketing The benefits of using video in a holistic CX Resources mentioned in this episode: EF Schumacher - Small is Beautiful Searles, Locke Levine Weinberger - The Cluetrain Manifesto Pine & Gilmore - The Experience Economy Marshall McLuhan - The Medium is the Message Seth Godin - Permission Marketing Aldous Huxley - Island Subscribe, listen, rate, and review the show on: Apple Podcasts or iTunes Spotify Google Podcasts Google Play

    59. The Pirate's Guide To Sales: Learn and Steal from The Best w/ Tyler Menke Feb 11, 2020

    When 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 Marketing Director before becoming a Territory Manager for UPS, selling supply chain solutions. For the past decade, he’s been blowing out his quotas in sales and account management roles. He currently serves as a Manager of Strategic Accounts at Myriad Genetics. On this episode, I interview Tyler Menke, Manager of Strategic Accounts at Myriad Genetics and author of The Pirate’s Guide to Sales: A Seller’s Guide for Getting from Why to Buy. We chatted about everything from Simon Sinek, TED Talks, losing a parent, ending a book, and why medical sales are so hard to break into. You’ll also hear about: Our mutual adoration for Simon Sinek, Daniel Kahneman, and TED Talks Establishing VALUE How strategic accounts is like a quarterback What sales should understand about marketing Check out these resources we mentioned during the podcast: The Pirate’s Guide to Sales — Tyler’s book Start with Why by Simon Sinek TED Talks Subscribe, listen, rate, and review the show on: Apple Podcasts or iTunes Spotify Google Podcasts Google Play

    58. Uniting Customers and Brands Through Experiential Marketing w/ Ruthie Schulder Feb 04, 2020

    Three 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 experiences without abandoning data and analytics. Building affinity between customers and brands through experience. The extreme laser-focus on experience obviously caught my attention, but as I learned more about The Participation Agency, I saw that its success can be credited to the dedication and energy of the two founders… one of whom I got to interview on The Customer Experience Podcast. She’s been named Inc’s Millennial CEO Rising Star and one of Adweek’s Disruptors, one of 39 women leading a revolution in advertising, media, and tech, and she’s also the co-founder and CEO of The Participation Agency — Ruthie Schulder. We had such a great conversation about how experiential marketing builds brand awareness and ultimately relationships. You’ll also hear about... Experiential marketing Definitions of placemaking and 360 marketing Why it took hustle to build the agency The experience Ruthie creates for her partners (clients) Why you don’t really need an MBA Subscribe, listen, rate, and review the show on: Apple Podcasts or iTunes Spotify Google Podcasts Google Play

    57. Customer Obsession As Your Key Differentiator w/ Ned Arick Jan 28, 2020

    Experience 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 to be a guest on my podcast to hear more about his experience in operations, account management, biz dev, and sales roles. I was so excited to interview Ned Arick, Account Executive at YourWelcome, after connecting with him because of his LinkedIn content. Keep listening or reading below as Ned dives into what it really means to rewrite the narrative and how he keeps it real on his LinkedIn. The insights he shares will apply to everyone who wants to build relationships and keep the customer experience holistic. What we talked about: Becoming “the educator” and not just the trusted advisor What his 12-year-old cousin has to do with hyper-competition How to actually rewrite the narrative What LinkedIn has done for Ned’s reputation (hint: it’s good) Ned’s testimonial about the humanizing power of video Check out these 2 posts of Ned’s we mentioned during the podcast: A Look to 2020 The Mindset of Charging Admission Subscribe, listen, rate, and review the show on: Apple Podcasts or iTunes Spotify Google Podcasts Google Play

    56. 3 Customer Experience Myths Debunked & Set Straight w/ Ethan Beute Jan 23, 2020

    The 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) to serve your business and especially your customers is to meet their expectations. I’m Ethan Butte, here today on The Customer Experience Podcast to share my appreciation for a book that I’m, yes, late to the party on. It’s called The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. The first chapter of The Effortless Experience starts out by calling out myths that tend to be overlooked by marketing, sales, and leadership — but which are highly relevant to these people and their organizations. There's so much focus on customer delight and the so-called “wow moments,” but not enough focus on something much simpler and more economically valuable: meeting customer expectations and reducing their effort. Delighting customers in the service channel does not pay. Customer service drives disloyalty, not loyalty. The key to mitigating disloyalty is reducing customer effort. Check out these resources we mentioned during the podcast: The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi Matthew Dixon’s other coauthored books, The Challenger Sale and The Challenger Customer Episode 34 with Mike Redbord: 4 Things Every Customer Wishes You Understood About Them Subscribe, listen, rate, and review the show on: Apple Podcasts or iTunes Spotify Google Podcasts Google Play

    55. How “Slightly Better Than Average” Creates Amazing Experiences w/ Shep Hyken Jan 21, 2020

    Amaze 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 Presentations and a customer service expert and speaker. He’s the New York Times and Wall Street Journal bestselling author of six books, among which include: The Cult of the Customer The Amazement Revolution The Convenience Revolution Be Amazing or Go Home In this episode of The Customer Experience Podcast, I talk with Shep about what it means to be amazing, how amazement applies to the customer experience, and how to use video to beat expectations by just 10% each time, every time. Shep has years of experience in customer service and has been a speaker on the topic for decades. Keep on reading as Shep dives into our discussion about how to deliver an amazing customer experience by being just slightly better than expectations — and about why “fine” is the danger zone for satisfied customers. You’ll also hear: Why you have to exceed expectations by 10% How nothing’s changed in CX in 50 years Video techniques to deliver amazement Your brand is a promise How a car dealership amazed Shep with its superior customer service Subscribe, listen, rate, and review the show on: Apple Podcasts or iTunes Spotify Google Podcasts Google Play

    54. Unlocking the Science of Video w/ Vanessa Van Edwards Jan 14, 2020

    Today, 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 to talk to Vanessa Van Edwards, Lead Investigator at Science of People and bestselling author of Captivate: The Science of Succeeding with People. In this episode of The Customer Experience Podcast, we chatted about 3 types of people, why video is so important, how Vanessa still challenges herself to be authentic after 12 years on YouTube, and ways to open and close conversations. This episode is not to be missed for anyone who’s ever had to make boring small talk or wanted to know how to develop deeper connections faster. What we talked about: Video produces oxytocin Video takes practice Dump the script when you’re recording Ways to open and close a conversation Check out these resources we mentioned during the podcast: Captivate: The Science of Succeeding with People by Vanessa Van Edwards Who’s Your City? by Richard Florida Vanessa’s TEDxLondon talk The Ambivert Quiz Subscribe, listen, rate, and review the show on: Apple Podcasts or iTunes Spotify Google Podcasts Google Play

    53. Sales Advice To Lead, Coach, and Align Your Team w/ Dave Kennet Jan 07, 2020

    A 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. These are things that both make them better and demonstrate how you’re building them up. Did you know that 30% of sales reps get no coaching whatsoever? What does that say about their value in their company? (Exactly.) I’m so pumped to bring Dave Kennett to the Customer Experience Podcast because he’s so on point with the importance of demonstrating value to sales reps through coaching. Dave Kennett, founder, and CEO of Replayz, also served as VP or Director of Sales, as well as VP or Director of Business Development,m in a variety of organizations in a nearly 20-year career so far. What we talked about: Doing the spadework before the last day of the quarter Mentors are better than books 30% of sales reps aren’t being coached at all You’re going to be kicking yourself in a couple of years if you don’t start using video now Check out these resources Dave made just for The Customer Experience Podcast listeners: How to navigate demos & discovery calls Where to subscribe, rate, and review this podcast: iTunes or Apple Podcasts Spotify Stitcher Google Play Google Podcasts

    52. Video Belongs In These 3 Moments In Your Customer Journey w/ Ethan Beute Dec 26, 2019

    If 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 highly produced video with background music and a suite of hairstylists, but simple, personal video. Think about these casual and conversational videos as video voicemails. I’m Ethan Beute, the cohost of the CX series on the B2B Growth Show and the host of the Customer Experience Podcast. I’m talking about adding video into your communication process on today’s episode because it’s the smart next step for you. I’m going to tell you where to start. So, if you like the idea of video but you're not sure where it belongs, this episode will teach you 3 specific places to implement video and pro tips for how to make the video more effective. You’ll also hear: Why video is great for apologies The good news that you don’t need a script What “evergreen” videos are Time and attention are gifts that can’t be faked Subscribe, listen, rate, and review the show on: Apple Podcasts or iTunes Spotify Google Podcasts Google Play

    51. How To Enable Your Sales Team: Practical Tips for Sales Leaders w/ Joe Caprio Dec 17, 2019

    Let’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 clients’ success. Which is why it’s completely apt that my guest on this episode of The Customer Experience Podcast was a customer who was absolutely delighted with Chorus.ai before becoming their VP of Sales. I recently talked with Joe Caprio, VP of Sales at Chorus, about sales best practices, sales enablement (and sales readiness), sales training, and more. Joe and I discussed the true impact of sales engagement and how you can execute on the strategies Joe has implemented. Stay tuned in for: How to make your rookie BDRs as good as your veterans in half the time What it’s like to be your own ideal customer Time to productivity, productivity per person The dreaded Monday lecture Bonus: Joe reveals what he wishes marketing knew about sales.

    50. The Ethics of AI - Customer Persuasion vs Customer Coercion w/ William Ammerman Dec 10, 2019

    Human 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? That’s what William Ammerman, author of The Invisible Brand: Marketing in the Age of Automation, Big Data, and Machine Learning and the EVP of Digital Media at Engaged Media, came onto my podcast to explain. We got into discussion about voice, AI, and machine learning, all of which are doing their part to draw us humans into empathic relationships with our devices... even while those devices are becoming better equipped to influence and persuade us. I mean, when a 4-year-old can use voice to search millions of songs in a music library — all without being able to read — then AI has come a long, long way from world domination. Listen to this episode of The Customer Experience to hear William talk about what he means by invisible brands and how they massively impact marketers and consumers. You’ll also hear about: Psychotechnology and how it affects your buys “Googlenoia” (Google + Paranoia) How chain stores know whether you’re pregnant (before you tell your dad) Persuasion has become a science — but has it become an artificial intelligence yet? We’ll also talk about what you’ll read about when you open The Invisible Brand. Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher

    49. 4 Tactics Every Salesperson Should Steal From Marketing w/ Scott Barker Dec 03, 2019

    The 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 Partnerships at Sales Hacker and the host of The Sales Engagement Podcast; although, don’t pigeonhole him as solely a sales pro yet. In this episode of The Customer Experience Podcast, Scott and I discuss: His definition of customer experience What the line between marketing and sales really looks like 4 tools sales pros should borrow from the marketing team How to explore other worlds in order to inform your own work Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher

    48. 5 CX Tips from My Car Buying Experience w/ Ethan Beute Nov 28, 2019

    My 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 the customer experience...by being a customer.

    47. Asking Better Sales Questions for Greater Sales Success w/ Brian Robinson Nov 26, 2019

    “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 Works24. Brian fills us in on: His definition of great customer experience How to adjust your mindset before entering a sales conversation Why your questions are the main reason deals are closed or not How to ask the best sales-related questions Check out Brian’s #1 Best Seller on Amazon, The Selling Formula, for more expert advice. Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher

    46. Developing Customer Loyalty Requires Cultural Empathy w/ Kristin Messerli Nov 19, 2019

    Millennials 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 seriously consider is cultural empathy. On the latest episode of The Customer Experience Podcast, I have the pleasure of speaking with an expert and practitioner of cultural empathy, Kristin Messerli. As the founder and CEO of Cultural Outreach, Kristin has a distinguished insight into reaching up-and-coming markets. Kristin fills us in on: Her definition of customer experience Generational differences in the expectations of companies What millennials need from their employers The value in understanding cultural nuances within and outside of your organization Resources mentioned in this episode: Resources for targeting millennials Dave Savage - Mortgage Coach Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher

    45. The Modern Buying Process and Product-Led Growth w/ Wes Bush Nov 12, 2019

    We’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 let them experience the value right away? No strings attached. This product-led model is what Wes Bush sees for the future of selling (and not only for software). Wes is the author of Product-Led Growth as well as the founder of the Product-Led Summit. He defines customer experience as the point where perceived value and experienced value meet. Additionally, Wes shares: What product-led growth is compared to a traditional sales-led model Hurdles to look out for when transitioning from sales-led to product-led What marketers should know about customer experience Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher

    44. The 3 Components of Trust for Better Customer Relationships w/ Cory Scheer Nov 05, 2019

    Every 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? Experiences that make your customers want to come back again and again? On this episode of The Customer Experience podcast, Cory joined us to talk about why building trust is the key to developing a loyal customer base. Cory currently serves as Director of Church and Community Engagement at Pleasant Valley Baptist Church. Previously, he’s been the Business Director at a whitewater rafting company in Colorado, VP of Strategic Partnerships at the YMCA of Greater Kansas City, and Dean of Admissions at William Jewell College. He also earned an Executive MBA and a Doctorate in Education, completing his doctoral work on the topic of trust, value, and loyalty in relational exchanges. Check out our podcast on Apple Podcasts/Apple Podcasts, or on Google Podcasts/Google Play, or Spotify and even on Stitcher.

    43. 3 Ways To Win With The SaaS Sales Method w/ Ethan Beute Oct 31, 2019

    Everyone 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: The best ways to differentiate your brand The anti-silo approach Creating scalable processes Delivering impact on a constant basis Resources I mention: Books by Jacco Winning By Design’s YouTube channel Check out our podcast on Apple Podcasts, or on Google Podcasts/Google Play, or Spotify and even on Stitcher.

    42. 5 Ways Internal Alignment Can Elevate Your Customer Experience w/ Sangram Vajre Oct 29, 2019

    With 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 co-founder and Chief Evangelist for Terminus, the #1 rated account-based marketing (ABM) execution platform and leader of the ABM movement. During the episode, we talked about how internal alignment can have a huge impact on your customer experience. Sangram gave some super practical tips on how to go about aligning your teams so that everyone is focused on the same endgoal: Have Smaller, More Focused Meetings Change your metrics and KPI’s Encourage interaction between teams Own and Celebrate the Results Implement Account Based Marketing Checkout these resources we mentioned during the podcast: “Account-Based Marketing: How to Target and Engage the Companies That Will Grow Your Revenue” “ABM is B2B.: Why B2B Marketing and Sales is Broken and How to Fix it”. Sangram also talked about an organization that is near and dear to his heart, it’s called New Story. Check it out! Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher

    41. Setting Up Your B2B Live Chat To Dramatically Accelerate Sales w/ Nelson Bruton Oct 22, 2019

    In 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. Comparatively, employing live chat can double top-of-the-funnel opportunities. At least, that’s what Interchanges’ president, Nelson Bruton, has seen. Nelson sits down to fill us in on how we can increase live chat conversations and success. He discusses: Live chat vs. automated chatbots Using video to build stronger relationships Increasing live chat conversations fourfold Reducing friction in the customer’s experience Check out The Customer Experience Podcast on Apple Podcasts, Google Play, Spotify, or Stitcher.

    40. The Biggest Transformation in Prospecting in 30 Years w/ Dan Tyre Oct 15, 2019

    Human, 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 insights from 35 years of experience in the business world—including why using video in your prospecting is approaching “must-have” status. What we talked about: Why you should never, ever, ever check your bags at an airport Why customer experience is the only differentiator in an age of ubiquitous technology The sky-high expectations of today’s customers The importance of giving your team autonomy Why video is revolutionizing prospecting Why self-service equates to excellent service for the modern buyer Resources we talked about: The Inbound Organization by Dan Tyre and Todd Hockenberry Rehumanize Your Business by Ethan Beute and Stephen Pacinelli Incorporate Massage (and Founder/CEO Amelia Wilcox) How to Define a Customer Experience (CX) Strategy [HubSpot blog] dtyre@hubspot.com

    39. Company Culture as Your Competitive Edge w/ Dutch Bros. Coffee Oct 08, 2019

    Customer 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 relationship. Lance Risser, VP of Southwest Field Operations and Levi Ayriss, VP of Northwest Field Operations at Dutch Bros. Coffee, came on this episode of The Customer Experience podcast to walk us through how to meet customers where they’re at in life and keep your core while expanding rapidly. What we talked about: Why coffee is what Dutch Bros. does—but it’s not who they are How to grow fast and maintain your culture Several books in the Dutch Bros. resource library The Optimist Creed How to balance high-volume sales and a deeply personal customer experience Resources we talked about: Raving Fans and The Servant Leader by Ken Blanchard QBQ! The Question Behind the Question by John G. Miller The Power of Moments by Chip and Dan Heath The Optimist Creed Si Casa Flores in Grants Pass, OR Chick-Fil-A

    38. Training and Certifying Your Sales Teams to Speak Your Customer's Language w/ Alex Rosemblat Oct 01, 2019

    If 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 walk us through how he’s training his sales teams to truly understand and speak their customers’ language. What we talked about: Your customers speak their own language So, how do you learn it? Listening for ‘the crinkle’ Building your curriculum Resources we talked about: Alex’s LinkedIn Datadog The Digital CMO’s Guide to Marketing Management

    37. How NOT to Use LinkedIn Messaging for Prospecting w/ Ethan Beute Sep 26, 2019

    There’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 reach out to you, to collect your feedback on this issue. And on this episode of The Customer Experience podcast I’m talking through what you had to say about it and what we can learn from this issue to create the best customer experiences going forward.

    36. The Financial Side of CX: Which Customers Should You Invest In? w/ Sarah Toms Sep 24, 2019

    In 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 experience into a financial context. Sarah Toms came on the show to talk about customer centricity: aligning your products and services to the needs of your customers to maximize their value to your firm. For the past six years, Sarah has served in IT Director roles at The Wharton School at the University of Pennsylvania. She is currently the Executive Director of Wharton Interactive at The Wharton School and recently co-authored a book titled, “The Customer Centricity Playbook.” What we talked about: What is customer centricity What are common myths and misperceptions about customer centricity How to get an approximation of your LTV What sparked Wharton Interactive Resources we talked about: The Customer Centricity Playbook Wharton Interactive The Manifesto Check out our podcast on Apple Podcasts/Apple Podcasts, or on Google Podcasts/Google Play, or Spotify and even on Stitcher.

    35. 2 Keys to Creating an ‘Extraordinary’ Customer Experience w/ Dan Gingiss Sep 17, 2019

    Research 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, what can you do to create those positive experiences and change that sentiment? That’s exactly what we’re talking about today with guest Dan Gingiss. Dan has run social media and digital marketing at companies with household names such as McDonald's, Humana, and Discover. He’s also the Chief Experience Officer at the company, Winning Customer Experience. Here’s what we talked about: Why you should be your own customer How to identify and resolve pain points How to create extraordinary customer experiences

    34. 4 Things EVERY Customer Wish You Understood About Them w/ Michael Redbord Sep 10, 2019

    Customer’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 mind: What every customer wished businesses understood Why CX is a feeling, not an operation, a department, or a function Third-party validation Customer reference programs A few resources we shared on this episode: Mike Redborn’s LinkedIn The State of Customer Service in 2019 Check out our podcast on Apple Podcasts/iTunes, or on Google Podcasts/Google Play, or Spotify and even on Stitcher.

    33. What Your Marketing Team's Doing That's Probably Illegal w/ Sharon Toerek Sep 03, 2019

    After “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 Marketing Law Attorney who helps creative professionals protect, enforce and monetize their creative assets. Her work with small advertising and marketing entrepreneurs is driven by her understanding of customer experience. “Customer experience means to me that at the end of the day, at the end of the transaction, did the customer feel heard? Did they feel seen?” Sharon said.

    32. Meeting Customers’ Evolving Needs with a Customer Experience Team w/ Luke Owen Aug 27, 2019

    You 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 words “customer experience” in his job title. “For me, customer experience is the heart and soul of an organization that supersedes that relationship with the client,” Luke said.

    31. Brand Legacy Is a Human Thing (Not a Corporate Thing) w/ Kristy Krueger Aug 20, 2019

    Marketing 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 marketer for Revel, a healthcare technology company that helps people to take better care of themselves using technology. She sits down with me to share what she’s learned about customer experience dealing with customers who rely on her company’s mission to help them through their most difficult struggles. Here are Kristy’s three marketing truths that can make you a better marketer today! Truth # 1: Live and breathe your brand promise. Truth 2: Treat Your customers like humans. Truth 3: Everyone in the company creates the customer experience.

    30. Avoiding Branding and Marketing Mistakes While Driving Fast w/ Dave Knox Aug 13, 2019

    No 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 Knox, opens up about three major mistakes he sees startup marketers make. As an independent strategic advisor and host of the Predicting the Turn podcast, Dave has seen the entire gamut of startup mistakes, big business blunders, and enterprise slip-ups. He has turned all of his experiences into a career of helping businesses anticipate market changes. In this episode, we cover the struggles Fortune 500s are experiencing, holistic customer experience, and more.

    29. Making B2B Marketing More Personal w/ Brett Chester Aug 06, 2019

    Most 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 a human at some point. The better equipped you are to ask smart questions, the more effective your customer’s journey will be, and the more sales you will make. As a customer acquisition expert and the VP of Marketing for SiteTracker, Brett shares his secrets to making customers want to engage with your company through asking the right questions, and personalizing the marketing process. He reflects on his experiences working with major clients around the globe and informs listeners on how they can be more effective marketers.

    28. No, Your Customer Isn't Always Right w/ Jaime Casap Jul 30, 2019

    Today’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 what Google’s doing that didn’t seem possible five years ago, why he thinks the customer is always wrong, why “What do you want to be when you grow up?” is the wrong question, and how companies should prepare for the arrival of Generation Z.

    27. 4 Emerging CX Themes on The Customer Experience Podcast w/ Ethan Beute Jul 25, 2019

    If 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 world. Host Ethan Beute expounds on the 4 major themes we’ve uncovered on The CX Podcast. This episode covers brand experience, the relationship between humans and tech, and more. https://www.linkedin.com/in/ethanbeute/

    26. Increasing Lifetime Value and Decreasing Acquisition Cost by Holding Attention w/ Jay Acunzo Jul 23, 2019

    Everyone 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 could be the one to set the trend? We dove into this idea with Jay Acunzo, founder of Marketing Showrunners, to better understand how to drive audience attention through valuable experiences. You might be surprised at what we uncover in this episode of The Customer Experience Podcast.

    25. Why Friction is a Customer Experience Killer w/ Brian Gilman Jul 16, 2019

    Brian 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 intelligence relate to the customer experience.

    24. How Failure Actually Benefits Your Customers w/ Marc Rodan Jul 09, 2019

    Marc 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. Maybe he just needed to change his mindset. He realized that he needed to be willing to experiment and to fail. To just start doing things that would change his situation. This mindset has a lot of benefits to offer us as individuals. But it can also provide some great wins for companies — and their customers, too. Marc joined us on the latest episode of The Customer Experience podcast to talk about cultivating a growth mindset and the benefits it offers to your customers. Marc is Co-Founder of Ninjafy, a company that's all about human centric leadership.

    23. Showing Up Authentically to Honor Your Customer Promise w/ Paula Hayes Jul 02, 2019

    Paula 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 that has often been scorched and scorn by that industry. In this episode Paula who is President and CEO of Hue Noir Cosmetics, shares how brand ambassadors help to extend the company’s reach and also tells the story of why she pulled her products from Target shelves.

    22. Rehumanize Your Business by Building Relationships Through Video w/ Ethan Beute Jun 27, 2019

    Ethan 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 future. In this episode he shares how easy it is to get deeper in your relationships to improve your video, by using your smartphone and connecting with people around the world.

    21. Turning Customers' Online Actions into Offline Experiences w/ Michael McCarthy Jun 25, 2019

    Direct 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 why Michael McCarthy founded Inkit. Inkit has upgraded the direct mail game, allowing you to integrate your CRM with direct mail and automate offline artifacts in real time. In this episode, Michael shares some of the best use cases he’s seen in direct mail campaigns today.

    20. Why Obsession Is the Missing Ingredient in Your Customer Experience w/ Matt Knee Jun 18, 2019

    “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 each have/had it. There aren’t a lot of great companies whose founder wasn’t obsessed with seeing their vision of the perfect customer experience come to life. Listen in to hear Matt share why obsession is so important and to hear about another superpower he thinks is even more important.

    19. Why Customer Experience Is The Only Differentiator Left w/ David Cancel Jun 11, 2019

    Whatever 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 leave a review of that business than customers that have a good one. A couple more stats that prove how important good customer experience is: 88 percent of people trust online reviews as much as they trust their best friends’ recommendations. 80 percent of people choose to go elsewhere if they read bad reviews of your business online. Needless to say, if your customers aren’t telling positive stories about you, it’s impacting you. Whether you know it or not.

    18. Create Delight to Keep Customers for Life w/ Jordan Olivero Jun 04, 2019

    What’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 the power of moments, doing things that don't scale but doing them anyway, giftology, and being your own PR firm. Olivero read The Power of Moments a year ago and it transformed the way he looked at the customer journey. They broke down the things that are common to any memorable lasting impression. Those are the places where you have an opportunity to make a moment that really lasts. In customer experience,the moments that are particularly powerful or memorable often have one of these three traits: They are pits in the journey. They are peaks in the journey. They’re at a transition in the beginning and the end.

    17. The Best Customer Experience Delivers an Appropriate Experience w/ Jonathan Bolton May 30, 2019

    Sometimes, 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 desired outcome? There’s no one better to discuss this issue than Jonathan Bolton, our Sr. VP of Operations here at BombBomb. Jonathan nearly single-handedly scaled our customer success organization from a solo act to a 30-person entity, creating amazing customer experiences every step of the way. He jumped on this episode of The Customer Experience Podcast, and we had an in-depth conversation about ensuring every customer experience is achieving the goals it should.

    16. Quick Ways to Create Trust with Your Customers w/ Charles Green May 28, 2019

    Trust 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 customers? To find the answers, I spoke with Charles H. Green, CEO of Trusted Advisor Associates. He's the author of Trust-Based Selling: Using Customer Focus and Collaboration to Build Long-Term Relationships and The Trusted Advisor Fieldbook: A Comprehensive Toolkit for Leading with Trust. For Charles, you create trust by focusing on building a long-term relationship instead of focusing on the current transaction. Charles suggests that you engage in active listening to make your prospects and customers feel like you understand how they’re feeling.

    15. You Have 100 Days to Create or Lose Lifelong Customers w/ Joey Coleman May 21, 2019

    You'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 composer at Design Symphony [TK: there is no URL for “Design Symphony” - this link is to his consulting website joeycoleman.com], and the author of Never Lose a Customer Again, Turn Any Sale into Lifelong Loyalty in 100 Days. Coleman visited our podcast recently and shared his secrets to converting customers for life.

    14. Automation, AI, and Human Relationships with Samantha Stone May 14, 2019

    If 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 Marketing Playbook That Drives Sales, and a regular conference speaker. Stone has worked in marketing, product marketing, partner marketing, and brings a great wealth of experience to this podcast. Abstractly speaking, customer experience is any interaction between a brand/vendor and buyers, prospects, or customers. It can involve placing an order, or taking receipt of a delivered item. It could be a conversation, or an event one attended. There's a second definition in many organizations. Because those interactions happen in so many different places, they create a function that is responsible for the intersection of customers across different touch points. That's really important because otherwise you see inconsistent interactions. Sales operates differently than marketing, which operates differently than support, which operates differently than order fulfillment, etc.

    13. Sales Strategy Mistakes, and How to Fix Them w/ Jeremey Donovan May 07, 2019

    Your 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 an expert in sales strategy. His top level priority, especially in B2B, is about ROI. A prospect needs to trust that you are the right partner to help them achieve whatever their most pressing business initiative is. We discussed: The Definition of Sales Success Finding a Needle in a Haystack True Personalization Pays Off What to Do What Not to Do

    12. Branding Through Customer Experience Like Apple w/ David Brier Apr 30, 2019

    Like 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 author of Brand Intervention: 33 Steps to Transform the Brand You Have into the Brand You Need.

    11. Rehumanizing Business and the World With In-Person Communication w/ Darin Dawson Apr 25, 2019

    “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, these messages lack the body language and vocal signals that we humans rely on to fill the communication gaps. And emojis can’t cut it. Darin Dawson, President and Co-Founder of BombBomb, which makes it easy to record, send, and track video emails within the systems you already use, has built a career on this idea. He joined us on a recent Customer Experience podcast. Below are some of his ideas on rehumanizing business communication and the world.

    10. Does Your Sales Team Hurt Customer Success? w/ Nick Hart Apr 23, 2019

    Sometimes 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 engagement platform), how to make sure that the sales team and customer success team are all on the same page. Salespeople frequently have the mentality of just getting deals across the finish line. From a financial point of view, the sales team needs to be incentivized to prioritize prospects who are most likely to renew. In this episode we discuss: The Perils of Productivity Customer Success Metrics Where Sales Causes Problems Who Should Send Marketing Materials? Bring Your Executive to Work Day

    9. Why Customers Leave and How to Win Them Back w/ David Avrin Apr 16, 2019

    If 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 Why Customers Leave (and How to Win Them Back): (24 Reasons People are Leaving You for Competitors, and How to Win Them Back*). Avrin helps companies become responsive to their customers and prospect’s needs. Since the advent of the iPhone 11 years ago, everyone has gotten acclimated to instant gratification. The problem today is that every failure in customer experience becomes magnified because every person you encounter is armed with a video camera on their phone. Everyone is on camera. Everything is being recorded. Everything is being shared. People feel it's not only the right, but it's their responsibility to go online and rant about any slight or infraction. Unfortunately most companies haven’t adapted to this faster pace. Only 15% of companies have adopted an always-on business model to accommodate their always-connected customers. Rightly or not, people expect an immediate response. To learn more about how to get your customers back, click on the podcast link in the first comment below.

    8. Take Care of Your Brand and It Will Take Care of You w/ Kurt Bartolich Apr 09, 2019

    “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 (Build-A-Bear) or passive (Southwest Airlines) consumer experience, there are some basic branding truths that successful companies observe. Unfortunately, a lot of businesses get customer experiences backward.

    7. Superior Customer Experience Starts Before There’s a Customer w/ Rachel Ostrander Apr 02, 2019

    Customer 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 customer or a company is, look at their sales. If you want to know where they're gonna be, look at their service.’ I believe in that, and my entire career has reinforced that.”

    6. Be a Problem-Solver, Not a Seller w/ Steve Pacinelli Mar 28, 2019

    How 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 that concept, I spoke with Steve Pacinelli, the CMO at BombBomb who is my co-author of our book Rehumanize Your Business: How Personal Videos Accelerate Sales and Improve Customer Experience. Here are some highlights of what we discussed. Customer Experience as the Exploration of a Shared Belief Enthusiasm Is Contagious Making Yourself Valuable to Your Audience Keep Your Audience Interested Little Things That Make a Big Difference

    5. The Holy Grail of Connecting With Customers w/ Ann Handley Mar 26, 2019

    Your 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 Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business. Listen to learn: Measuring your content by your brand message The biggest improvements come from the most basic principles. Who is your inspiration? What brand has inspiring customer service? Putting the content customer experience into practice

    4. Will You Still Be in Business in 5, 10, 25 Years? w/ Joseph Jaffe Mar 19, 2019

    Businesses 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 the one that is the most adaptable to change.” The key to survival is transformation and reinvention. Thus says Joseph Jaffe, the “admiral and co-founder” of The HMS Beagle, which is a strategic consultancy whose name is a nod to the exploratory ship Charles Darwin was on when he developed the theory of evolution. The HMS Beagle helps clients navigate the journey to survival because everyone is in the survival business nowadays.

    3. Why Content Experiences Beat Content Marketing w/ Randy Frisch Mar 12, 2019

    You 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 into a content experience framework according to my podcast guest Randy Frisch, who is CMO at Uberflip, a speaker, and author of F#ck Content Marketing: Focus on Content Experience to Drive Demand, Revenue & Relationships.

    2. Business Relationship Quiz: How many of your contacts pass this test? w/ Zvi Band Mar 05, 2019

    With 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, CEO/Co-Founder at Contactually, a SaaS-based intelligent customer relationship management (CRM) platform for relationship-oriented industries that helps users develop and strengthen authentic, long-lasting relationships. Band is also the author of the upcoming book Success Is in Your Sphere: Leverage the Power of Relationships to Achieve Your Business Goals (publishing April 5, 2019).

    1. Trust, Neuroscience & The Customer Experience w/ Ed Powers Feb 26, 2019

    If 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 well close up shop.

    What You Can Expect from The Customer Experience Podcast w/ Ethan Beute Feb 19, 2019

    At the center of everything, at the core of your business, what is the most important metric that your business can measure?
    The customer experience.

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