The Customer Experience Podcast

Latest Episodes:

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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.

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