The Customer Experience Podcast (BombBomb)

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.

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.

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.

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.

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.

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.

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.

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

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.

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

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.

“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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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. 

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

“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.

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.

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.

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.

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.

“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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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/

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.