The Customer Experience Podcast

Latest Episodes:

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

Show notes

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:

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

Show notes

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):

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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:

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

Show notes

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

Show notes

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.

Our TOPPODCAST Picks

Follow Us

Stay Connected

The Customer Experience Podcast

Related Podcasts

Links

Stay Connected