The Customer Experience Podcast
Business & Economics Podcasts
Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.
Location:
United States
Description:
Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.
Language:
English
Episodes
239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berry
1/24/2023
In this episode, we delve into the meaning and importance of customer experience, and how it fits into the larger picture of sales strategy. We also discuss the unique approach of selling a person rather than a product, and the role of trust and confidence in building successful business partnerships.
We explore the world of customer experience with Shannan Berry, Vice President of CX and Sales Strategy at TitleOne. Shannan has been with the company for nearly a decade and in this role for...
Duration:00:57:35
238. Start With “What” to Create Clarity w/ Ann Latham
1/17/2023
The power of clarity represents your greatest untapped opportunity for achieving greater results with increased confidence and commitment — this is the message of today’s guest in her book, The Power of Clarity. She’s also the author of Uncommon Meetings, The Disconnect Principle, and The Clarity Papers.
This episode features Ann Latham, President of Uncommon Clarity. She’s on a mission to fight the disclarity that erodes our productivity and performance and that of our team members. As...
Duration:00:52:18
237. How to Turn Your Customers Into Lifelong Advocates w/ Brittany Hodak
1/10/2023
Creating superfan customers should be a top priority for every businessperson and every brand today … but superfans can’t be bought - they can only be created. And they’re created at the intersection of your story - and every customer’s story.
These are some of the key themes in a highly recommended new read,Creating Superfans: How to Turn Your Customers Into Lifelong Advocates. Today’s guest is the author of this book and she was a guest on this show on Episode 120We’re releasing this...
Duration:00:52:30
236. The EX Takes Mixtape: 12 Employee Experience Insights
1/3/2023
To celebrate 200 episodes of the podcast, we created 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 ShermanBrittany HodakElizabeth DixonMark SchaeferSue WoodardShep HykenLisa Earle McLeodAndrea MorterJohn BelizaireKristie OrnelasErnest OwusuJacco van der Kooij
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google...
Duration:00:38:11
235. The Epic Takes Mixtape: 10 Human-Centered Insights
12/27/2022
To celebrate the first 100 episodes of the podcast, I created the Epic Takes Mixtape - 10 human-centered and human-first moments.
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...
Duration:00:33:10
234. Building Your Brand Through Trust Signals w/ Scott Baradell
12/20/2022
“What PR clients are really seeking is credibility. They are seeking authority. They are seeking third-party validation. Ultimately, they are seeking one thing above all else: Trust. Brands need to be trusted in the marketplace, or they won’t be able to grow.”
That quote comes from the intro of a new book titled TRUST Signals: Brand Building in a Post-Truth World
The author of that book and our guest today is Scott Baradell, CEO of Idea Grove, a public relations and marketing firm focused...
Duration:00:52:07
233. Uncovering GTM Insights from Your Employees, Not Just Your Customers w/ Chris Wallace
12/13/2022
In search of business intelligence and GTM insights, we look to our customers and to our customer data. But today’s guest shares with us a critical and untapped resource: our frontline team members. Learn how to better understand customer value by engaging your employees on the topic.
Our guest is Chris Wallace, the Co-founder and President of Innerview Group, an internal brand consultancy that helps their clients win from within. This conversation covers:
The How/When/Why of surveying...
Duration:00:46:11
232. First Findings from The National Survey on Brand and Trust w/ Kurt Bartolich and Cory Scheer
12/6/2022
This episode centers around brand and trust with trust expert Kurt Bartolich, Founder of BrandCertain and trust expert Cory Scheer, Founder of Trust Centric Consulting.
Kurt and Cory teamed up on a national research project exploring trust and relationships between employees and their leadership and companies. The research also included data on trust between customers and brands.
They joined Ethan to share an overview of their early findings. Tune in to learn more about:
Why is trust so...
Duration:00:53:26
231. Tracing Every Relationship Back to One Relationship w/ Matt Beckwith
12/1/2022
Evolving from outbound telemarketer to EVP of Sales and business coach, integrating tools and tech stacks through a merger of two companies, tracing every relationship back to one relationship are a few places we’ll go today with the Executive Vice President of OVM Financial, now powered by Annie Mac Home Mortgage
For multiple years in a row, OVM has earned a spot on the Inc 5000 list of the fastest-growing private companies in America.
And for several years straight, our guest Matt...
Duration:00:46:38
230. Sales As The Science of Service w/ Todd Caponi
11/29/2022
“Certain words are used in business so thoughtlessly that they have become devoid of meaning: Authentic. Real. Transparent. And there is no one I trust more to rescue them than Todd Caponi.”
Those words are from Ethan Zoubek, CRO at Atari. And he shared these words about a fantastic book titled “The Transparent Sales Leader: How the Power of Sincerity, Science, and Structure Can Transform Your Sales Team’s Results”
It’s the second book by today’s guest - Todd Caponi. We talked about his...
Duration:00:52:17
229. Factoring Human Emotions Into Data-Informed Decisions w/ Vaishali Dialani
11/22/2022
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...
Duration:00:47:04
228. Designing Digital Experiences to Engage Human Emotions w/ Dan Hill
11/15/2022
Two currencies drive the economy - our dollars and our emotions. What we feel always drives our behavior. That’s because more than 95% of our mental activity is sensory and emotive - NOT rational
So we must put a renewed focus on Emotional Intelligence in a business framework. Not only is it important to brush up on the basics but be willing to delve deeper into and work on your EQ.
This episode features Ethan’s conversation with Dan Hill, President at Sensory Logic. Dan is featured in...
Duration:00:52:53
227. Keys to Overcoming Customer Indecision w/ Matt Dixon
11/8/2022
“While the customer’s preference for the status quo is, no doubt, a significant obstacle
that every salesperson must overcome if they wish to sell anything,
there is a second, more challenging obstacle that remains even after the status quo has been defeated: the customer’s own inability to make a decision.”
That quote is pulled from the introduction to The JOLT Effect: How High Performers Overcome Customer Indecision (linked below). It's an exceptional new book co-authored by today’s...
Duration:00:53:45
226. Why and How Meaningful Personalization Improves CX w/ Ethan Beute
11/1/2022
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...
Duration:00:26:35
225. Aligning EX and CX with a Service Blueprint w/ Justin Zalewski
10/25/2022
“Customers don’t care about organizational structures or silos. They care about the value they’re receiving. To customers, it’s all one service and one experience.”
That quote comes from a recent whitepaper about improving CX and EX written by today’s guest.
Justin Zalewski spent a decade with Studio Science, a design and innovation agency that helps businesses design for people and that helps deliver better experiences - every day for every customer.
He currently serves as Director...
Duration:00:50:50
224. How to Identify and Keep Loyal and Lucrative Customers w/ Ali Cudby
10/18/2022
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...
Duration:00:55:36
223. A Case for Loving the Process, Not Just the Result w/ Shane Kidwell
10/11/2022
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...
Duration:00:57:52
222. A Practical Approach to Storytelling w/ Anna Marie Pryor
10/4/2022
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...
Duration:00:47:43
221. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooij
9/27/2022
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...
Duration:00:45:27
220. Why Repeat Customers May Not Be Loyal Customers w/ Shep Hyken
9/20/2022
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...
Duration:00:43:45