The Customer Experience Podcast

Latest Episodes:

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

Show notes

Would you gateway your product behind requiring anyone who signs up to have a 30-minute conversation with one of your two founders? As in, you won't sell to them unless they agree to talk to you?

Eric and David did, and it utterly changed how they thought about value.

In this episode, I interviewed Eric Crane, Cofounder and COO at Flatfile, about how he and his team constructed a whole new picture of customer success based on customer experience and value. Eric talked with me about:

- The relationship between customer experience and customer success

- The impetus behind his conversation strategy — and its outcomes

- 2 new ways to think about the human/machine relationship

- What a COO in a SaaS company does all day long

Subscribe, 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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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.

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