The Customer Experience Podcast

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**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 support, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.

Latest Episodes:

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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.

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