Shows
The Customer Experience Podcast250. The Process to Drive Revenue with Video Messaging w/ Ethan BeuteHumanize your customer experience and drive revenue with The BombBomb Method.As our lives and work get more digital, we’re experiencing more disconnection from our teams, partners, prospects, and customers. Close that gap and drive real revenue by adding video messages to your outreach. But don’t do it ad hoc, at random, or one off. Learn to map the use of video to more, faster, and easier yeses from the people who matter most to your success - from someone who’s helped all kinds of professionals and companies.
2023-05-0225 minThe Customer Experience Podcast241. 65% Lift in Lead Conversion by Humanizing Outreach at Scale w/ Ethan BeuteIn this episode, Ethan shares the results of a 90-day process that added video messages to a team of sales producers, resulting in a 65% improvement in lead conversion. He discusses the challenges of adapting to this change in behavior and how BombBomb, with the help of its customers, co-created a software solution to solve these challenges. The solution included reviewing the team's sequences and cadence, making it easier for an administrator to create video events, and providing a task list of videos to record for each salesperson.Everyone working professionally should have video messages as part of their...
2023-02-1417 minThe Customer Experience Podcast235. The Epic Takes Mixtape: 10 Human-Centered InsightsTo 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 clips about being a better human. In this episode, you’ll hear from these 10 guests:
2022-12-2733 minThe Customer Experience Podcast226. Why and How Meaningful Personalization Improves CX w/ Ethan BeuteAccording 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...
2022-11-0126 minThe Customer Experience Podcast208. Moments That Matter In Customer Experience w/ Ethan BeuteWe go through life with a million different moments that shape who we are, our experiences and how we interact with others. How do we differentiate between what matters and what doesn’t? It’s about the confluence of competition, commoditization and digital transformation. I’m Ethan Beute, Chief Evangelist at BombBomb, here to give you three specific tips on customer experience and focusing on the moments that matter. Listen in to this episode to learn about: Why moments matter to them, not you How the difference between a reactive and proactive approach matters What digi...
2022-07-0521 minThe Customer Experience Podcast203. The Unseen Costs of Digital Pollution w/ Ethan BeuteDigital pollution is unwelcome digital distractions that slow us down, confuse, frustrate, and annoy us, and sometimes even threaten us. If it’s not the right message for the right audience at the right time, it’s probably digital pollution — and damages our brand relationships. I’m Ethan Beute, Chief Evangelist at BombBomb, here to give you two specific cautions about operating in a digitally polluted environment. Listen in to this episode to learn about:What digital pollution isWhat the three types of digital pollution areHow we should view consequential pollutionHow personalization can cut t...
2022-06-0220 minThe Customer Experience Podcast202. The Death of Distance in a Digitally Polluted World w/ Dr. Erik HuffmanNobody is far away or out of reach anymore, not in the digital environment. Welcome to the Death of Distance. We all can be reached anytime, anywhere. What does the Death of Distance do to us psychologically? What does it do to our safety? Hear our conversation with Dr. Erik J. Huffman, Director of Information Technology at BombBomb:How the digital environment has changed our concept of “customer”What cyberpsychology is and why it mattersWhat impact digital pollution and the death of distance haveWhy cybersecurity is growing so much and needs to grow ev...
2022-05-3157 minThe Customer Experience Podcast197. The Increasing Value of Human-To-Human Moments w/ Ethan BeuteThe human experience is becoming increasingly more valuable. As we move forward in time, human-to-human interactions are going to become more rare and therefore more valuable. I’m Ethan Beute , Chief Evangelist at BombBomb , host of The Customer Experience Podcast , and recently coauthor of the Wall Street Journal bestseller Human-Centered Communication , together with Stephen Pacinelli . Listen in today to learn about why human-to-human moments triumph over commoditization and how to balance the tech touch with the human touch. In this episode, I contextualize and share a short passage from a 90-minute interview with me, Steve, and Mathew Sweezey...
2022-04-2814 minThe Customer Experience Podcast192. Today’s Path to Tomorrow’s Revenue w/ Ethan BeuteWhat can we learn from a deep dive into connecting, communicating, and converting more effectively — despite the challenges of digital, virtual, and online spaces — from people who are out there doing it every single day?I’m Ethan Beute, Chief Evangelist at BombBomb and host of The Customer Experience Podcast.In this episode, I share four takeaways answering that question, which I learned from researching the Wall Street Journal bestselling book Human-Centered Communicationwith Steve Pacinelli. My presentation includes clips from several of the experts we featured, including Lauren Bailey, Shep Hyken, Dan Hill PhD, Mario Martinez Jr., Morgan J Ingr...
2022-04-0639 minThe Customer Experience Podcast192. Today’s Path to Tomorrow’s RevenueWhat can we learn from a deep dive into connecting, communicating, and converting more effectively — despite the challenges of digital, virtual, and online spaces — from people who are out there doing it every single day? 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 four takeaways answering that question, which I learned from researching the Wall Street Journal bestselling book Human-Centered Communication with Steve Pacinelli . My presentation includes clips from several of the experts w...
2022-04-0539 minThe Customer Experience Podcast186. 3 Moments to Send a Video Instead of Typed-Out Text w/ Ethan BeuteYou 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 humansVideo enhances these thre...
2022-02-2416 minThe Customer Experience Podcast181. The Problem with Video Prospecting w/ Ethan BeuteVideo messaging has not moved very fast in terms of being normalized, despite the fact that it can dramatically improve communication throughout the entire CX and EX. There are three reasons why.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 why bad video prospecting has become an indictment on video prospecting overall — and the reasons why video prospecting can be so challenging.Here are some thoughts from the episode:Why video is still cons...
2022-01-2716 minThe Customer Experience Podcast176. Features Are Commodities, Feelings Are Differentiators w/ Ethan BeuteFeatures are commodities, but feelings are differentiators. Customer experience is the last meaningful differentiator left to us — and we have to navigate it, for the most part, digitally and emotionally.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 ask you three questions about how you choose companies and how your feelings about companies affect your decisions.Ready to hear the questions? Here we go:How do you make the decision about which company to choose?
2021-12-3019 minThe Customer Experience Podcast173. Delivering Connected CX By Improving Go-To-Market Strategy w/ Sangram VajreEveryone wants to know how to operate their business effectively. But depending on which of the three growth stages your company is in, the answer will be different.In this episode, I interview Sangram Vajre, Co-Founder and Chief Evangelist at Terminus and author of MOVE: The 4-Question Go-to-Market Framework, about GTM as a process, the 3 stages of business, and his CX takeaways from his book research.Sangram and I talked about:Why the connected experience is essential for frictionless CXHow GTM is a transformational process for accelerationWhat it means to be a problem...
2021-12-0749 minThe Customer Experience Podcast172. CX Lessons from My Trash and Recycling ExperienceI’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 Col...
2021-12-0716 minThe Customer Experience Podcast170. 3 Steps to Sales Success: Authority, Generosity, & Platform w/ Josh ElledgeHe’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...
2021-11-2350 minThe Customer Experience Podcast166. A More Personal Way to Launch a Book w/ Ethan BeuteTwo 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 successf...
2021-10-2811 minThe Customer Experience Podcast163. Restoring the Balance: Human-Centered Communication w/Ethan BeuteA “paradigm shift” is a fundamental change in approach or assumptions. Modern communication is in the midst of one — a change from digital pollution to human-centered communication. 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 co-wrote a book about this communication shift with my longtime friend and colleague Steve Pacinelli, CMO at BombBomb, called Human-Centered Communication. (P.S. It is publishing today! Find it here.) In this episode, I discuss:What the implications of a mass mindset areHow...
2021-10-1217 minThe Customer Experience Podcast162. The Shared Belief Behind Human-Centered Communication w/ Steve PacinelliNo one individual has all the answers to everything. With a concept as broad yet essential as human-centered communication, it was going to take many experts — 11, to be exact — to begin to equip us with the knowledge we need to recenter our communication around people. In this episode, I have the pleasure of chatting with my longtime friend and two-time coauthor, Steve Pacinelli, CMO at BombBomb, about what he learned from the process of writing our book, Human-Centered Communication. Join us as we discuss:Why customer experience is built on the exploration of a shared...
2021-10-0548 minThe Customer Experience Podcast160. B2B Sales With Human-Centered Communication w/ Ethan BeuteIf you’d like to be able to sit down with an expert like Shep Hyken, CAO at Shepherd Presentations, or Dan Tyre, Direct or at Hubspot, to ask them about how to implement human-centered communication techniques in your organization, well, you can. In this episode, you will hear the suggestions that Dan, Shep, and I had for Julie, a sales professional in the continuing education space. 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. Join me to hear s...
2021-09-2317 minThe Customer Experience Podcast140. Creating Sales and Customer Success Alignment w/ Ethan BeuteTwo of the least aligned teams are often sales and customer success. I’ve learned so much from my podcast guests about why that’s problematic and what to do about it.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. Join me to hear some strategies for promoting alignment between CS and sales.Here are some thoughts from the episode:- How marketing affects CS- Making sales to customer success handoffs better...
2021-06-0311 minThe Customer Experience Podcast134. Research: To Improve CX, Invest in EX w/ Ethan BeuteIf you want to drive revenue growth, you need to have great CX. If you want to drive great CX, you need to have great EX. In other words, the employee experience is a precursor to the customer experience.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’m here today to share some of the connections I made about EX while interviewing Mathew Sweezey for the next book I’m cowriting with my longtime friend Steve Pacinelli.I love t...
2021-04-2907 minThe Customer Experience Podcast124. The Flight Back to the Face w/ Ethan BeuteAre 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:
2021-02-2523 minThe Customer Experience Podcast119. The 6 P's of Writing, Publishing, and Selling Your Book (Part 2 of 2) w/ Ethan BeuteIt opened doors that I didn’t know existed. I met new people, found new opportunities, and received other unexpected benefits from organizing my thoughts.This result of writing, publishing, and selling a book makes the entire 6-step process worthwhile.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 2 of the 6 Ps of Writing, Publishing, and Selling Your Book.A very quick overview:- The 6 Ps: purpose, proposal, process, publishing, people, and...
2021-01-2827 minThe Customer Experience Podcast114. The 6 P's of Writing, Publishing, and Selling Your Book (Part 1 of 2) w/ Ethan BeuteIf 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...
2020-12-3120 minThe Customer Experience Podcast109. Finding Your Customer's Aha Moment w/ Ethan BeuteDiscovering 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 - Resourc...
2020-12-0312 minThe Customer Experience Podcast100. Episode 100! The Epic Takes MixtapeTo 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 guest...
2020-10-0834 minThe Customer Experience Podcast97. How UX Drives CX (& the Entire World Economy) w/ Bob BerryUser experience refers to how a human interacts with a computer (also known as human-computer interaction or HCI). Within the last 20 years, user experience has completely recontextualized customer experience because so many of the touchpoints humans have with businesses are, well, digital. In this episode, I interview Bob Berry, Principal User Experience Researcher at AnswerLab, about the ins and outs of UX. You’ll hear Bob & I discuss… - How UX drives all the business outcomes we can imagine - Who has the gold standard of UX - What the UX is like at an all-virtual construction company - 3 fantastic cautions ab...
2020-09-2244 minThe Customer Experience Podcast96. 4 Steps to Better Storytelling w/ Michael AshfordCustomer experience is the emotions that a customer feels about your organization. The gateway to strengthening the positive emotions of your consumers is great storytelling. In this episode, I interview Michael Ashford, Director of Marketing at The Receptionist, about the importance of storytelling in marketing. Listen to Michael and I discuss... - What it means to build heroic content - Dos and don’ts of marking using car commercial examples - Donald Miller’s Building a StoryBrand - How storytelling begins with intentional listening Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podc...
2020-09-1553 minThe Customer Experience Podcast95. The 5 I’s of Customer Experience w/ Jim RembachCustomer experience is created when 5 elements work in concert: intention, investment, invention, inspection, and iterations. Each one of these elements has a different type of influence over customer experience as well as leadership and employee engagement. What are they and how do they work together? In this episode, I interview Jim Rembach, the host of the Fast Leader Podcast and the B2B Digital Marketer Podcast, President at Influence to Action, and Founder at Call Center Coach, about employee engagement and emotional intelligence. In this episode, you’ll learn about... - The 5 I’s (Intention, Investment, Invention, Inspection, Iteration) - How we ru...
2020-09-0838 minThe Customer Experience Podcast94. Please Email Me: The Customer Feedback Episode w/ Ethan BeutePlease 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 specifica...
2020-09-0310 minThe Customer Experience Podcast93. 3 Best Practices of a Great Community Builder w/ Joe HuberTo be a good community builder, you have to leverage strategy. Building a community gives businesses and organizations not only a thriving group of customer advocates but also a space to listen to and test out new ideas about the service or product. But there’s an art to taking the customer experience from ‘I have a problem’ to ‘I am now an advocate of this platform.’ In this episode, I interview Joe Huber, Customer Community Strategist at Sprout Social, about 3 best practices of a great community builder. What we talked about: - The relationship between customer experience & community - Practice 1: Buil...
2020-09-0138 minThe Customer Experience Podcast92. What’s Next for Restaurants & Offices w/ Alex GraceWhat’s a ghost kitchen & why will we be seeing more of them in the next 12 months? Among the industries that have adapted the most during the pandemic are restaurants and commercial real estate owners (and in a fight, restaurants would win). We have much to learn about CX from their innovations. In this episode, I interview Alex Grace, Head of Market Sales and Operations at Fooda, about adaptability and innovation in restaurants. We talked about: - The impact of safety restrictions on restaurants & corporate offices - What a ghost kitchen is - New dining trends & customer behaviors - What restaurant...
2020-08-2545 minThe Customer Experience Podcast91. Align & Engage for Enterprise Sales Success w/ Nema HashemiEngagement 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 ...
2020-08-1844 minThe Customer Experience Podcast90. Why Transparency Sells Better Than Perfection w/ Todd CaponiBuyers barely even read the product description anymore. 96% of us scroll right to the reviews because we want to predict what our buying experience will be like. The last thing we want is for an organization to over promise and under deliver. We long for transparency. In this episode, I interview Todd Caponi, Founder at Sales Melon and author of The Transparency Sale, about why transparency sells better than 5.0 ratings. What we talked about: - How leading with your flaws appeals to the buyer’s brain - Sales theory from the 1920s… still valid? - Why buyers spend 61% of their time inves...
2020-08-1148 minThe Customer Experience Podcast89. The 4 Stages of Video Adoption w/ Ethan BeuteYou already believe that sending video messages is one of the most successful ways to make you and your team members more visible to customers. But you’re a little iffy on exactly how to adopt video messages into your organization successfully. I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show, here today to share what I’ve learned about video messaging adoption from years with the BombBomb team. What you’ll learn about: - The 4 stages of video adoption & their essential questions - How to over...
2020-08-0623 minThe Customer Experience Podcast88. Talking CX and EX with Sendoso’s Chief Customer Officer w/ Alli TiscorniaNot everyone knows exactly what a Chief Customer Officer does. Even fewer realize that their role is to create delight at every point in the customer experience journey. In this episode, I interview Alli Tiscornia, Chief Customer Officer at Sendoso, about her relentless focus on customer experience. What we talked about: - Defining the Chief Customer Officer role & where they report - Retention and expansion as a more powerful and less expensive source of revenue growth than acquisition - Improving the employee experience and customer experience by being a partner, rather than a vendor - Turning employees and customers into market...
2020-08-0437 minThe Customer Experience Podcast87. Staying Human-First In Your Sales Process w/ Tori BelkinPeople buy from people they like, people they feel an emotional connection with. But when our sales strategy is to launch directly into the pitch in the first conversation, we get feedback that our company is “too salesy.” The flip side of that is a sales experience focused on human connection. In this episode, I interview Tori Belkin, Senior Director of Sales and Sales Enablement at Ceros, about a human-first sales approach: What we talked about: What experiential content is & its role in sales Taking a feelings-based approach to the customer experience Why she hires reps based on the airport test The i...
2020-07-2833 minThe Customer Experience Podcast86. Hiring for Soft Skills, Training for Tech Skills w/ Richard MyersWhen your tech-oriented customer base is growing faster than you can hire your customer support staff, you have a big CX problem. Obviously, the solution is to create an internal training program from scratch, right? In this episode, I interview Richard Myers, Vice President of Customer Support & Success at Linode, about developing his CS training team. What we talked about: - The integral part that CS plays in customer experience - Ricks’ decision to create a internal training program from scratch - The 72-day onboarding process for new hires - How Linode’s core values equip CS to problem solve for custome...
2020-07-2142 minThe Customer Experience Podcast85. How To Successfully Pivot To A Virtual Event w/ Corey McCarthy64% of all event planners have never done a virtual or hybrid event before. About 60% of attendees have never been to a virtual or hybrid event. Those numbers are from just a few weeks ago. How can we know what makes a great virtual event so that we can host one? In this episode, I interview Corey McCarthy, the CMO at Socio, about how to host great virtual events. What we talked about: - What it took Socio to pivot itself and its clients to virtual and hybrid events - The characteristics of a great virtual event (including why you need an em...
2020-07-1436 minThe Customer Experience Podcast84. 10 Rules for Building a Category & Community w/ Sangram VajreWe 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 cr...
2020-07-0741 minThe Customer Experience Podcast83. The 3 Pillars of Post-Crisis Customer Communication w/ Brian GilmanThe onset of the COVID-19 pandemic created a variety of crises and challenges at each of its 3 stages. Though the pandemic persists, its consequences are more clear and the crises become more manageable. As we enter a post-crisis phase (Jun 2020-Dec 2021), we must focus on the systems we’ve put in place to communicate with customers in terms of both how they’ve changed and how they must further evolve. In this episode, Brian Gilman, Vice President of Solutions Marketing at Vonage, shares his perspective on the 3 pillars of post-crisis communications — and what has to change forever. What we talked about: ...
2020-06-3044 minThe Customer Experience Podcast82. 3 Ways to Fight Zoom Fatigue w/ Ethan BeuteVideo 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...
2020-06-2513 minThe Customer Experience Podcast81. 4 Truths for Customer Experience as the Backbone of Your Business w/ Aaron WeicheDuring 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 customer...
2020-06-2342 minThe Customer Experience Podcast80. Employee Experience Design: How, Why, and Where To Begin w/ Gil CohenEmployee 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...
2020-06-1645 minThe Customer Experience Podcast79. A 4-Part Framework for a Frictionless Experience w/ Anthony CoundourisCustomer experience shouldn’t be an afterthought. Unless you’ve intentionally built it into your organization’s core, you probably aren’t offering an especially frictionless customer experience. Wait, what’s so bad about friction? In this episode, I interview Anthony Coundouris, the founder of run_frictionless and author of run_frictionless, about removing friction by aligning 4 quadrants in your business. What we talked about: - How to reduce friction by designing to and operating from the four quadrants - Why you should ignore your competitors and focus on customer expiry - How to attract and hire people based on shared beliefs...
2020-06-0939 minThe Customer Experience Podcast78. 3 Ways To Improve Data Literacy w/ Piyanka JainData 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 t...
2020-06-0245 minThe Customer Experience Podcast77. The Science of Video (& the New Metric That Matters Most) w/ Ethan BeuteWhen there’s a face present, 70% of our gaze goes straight to it. The problem that recorded video solves right now is the problem that it’s always solved. Video connects you to people in an immediate and intimate way that faceless digital communication scientifically cannot do. In this episode, I’m excited to unpack some of the science about video that I shared recently at Narrative Science’s Data Storytelling Virtual Summit. I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show, here today to sha...
2020-05-2825 minThe Customer Experience Podcast76. When Customer Experience Becomes An Existential Experience w/ Todd HockenberryOur 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 t...
2020-05-2646 minThe Customer Experience Podcast75. Emotional Intelligence and The Power of Faces w/ Dan HillThe 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 th...
2020-05-1940 minThe Customer Experience Podcast74. Using Tech to Scale the Human Touch and Build Community w/ Stef CaldwellEveryone 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...
2020-05-1242 minThe Customer Experience Podcast73. Marketing To Your Employees, Not Just Your Customers w/ Chris WallaceWe always talk about brand as a collection of promises that a company is making to its customers. At the end of the day, brand really comes down to the essence of a company. However, if the people spending the money on the advertising do not have a strong bond with the people delivering that customer experience — the ones facing the customers — you have a catastrophic breakdown between promise and delivery. Employee experience is customer experience if employees believe in the brand they are hired to represent. In this episode, I interview Chris Wallace, Cofounder and President at InnerView Group, about m...
2020-05-0540 minThe Customer Experience Podcast72. Better Marketing Through Product, Sales, and Customer Conversations w/ Shanee Ben-ZurNow more than ever, having a focus on the customer experience matters. If we're not empathetic to what our customers are going through, we won’t just not make a sale, we’ll make an enemy. This timely reminder underscores the importance of customer data as an avenue for relating to the deep needs of the customer. You’ve heard of account-based marketing and selling… Account-based information ties into the customer experience just as closely. In this episode, I interview Shanee Ben-Zur, Head of Marketing, Media, & Growth at Crunchbase, about using data to develop fuller pictures of your customers: What we talked ab...
2020-04-2843 minThe Customer Experience Podcast71. Differentiating Your Brand by Humanizing The Experience w/ Ed BreaultBrand experience is a promise that the buying experience will match the perceived value of the brand. Therefore, brand experience — education, enrichment, and human connection — begins well before a customer becomes a customer. When a prospect believes that the brand and the buying experience will match and when that expectation is met… a premium brand is born. In this episode, I interview Ed Breault, CMO at Aprimo, about developing his brand experience strategy. What we talked about: - Customer experience as a promise - His mission to rehumanize the brand experience at Aprimo - Achieving “extraordinary influence” within your target accounts - Per...
2020-04-2140 minThe Customer Experience Podcast70. Mental Health in Sales: More Than 40% Struggle w/ Jeff RiseleyThink of five salespeople you know. Imagine their names and faces. Odds are, at least two of them are struggling with their mental health. But no one’s really talking about mental health in sales, even though survey research has shown that over 40% of salespeople struggle with mental health. In this episode, I interview Jeff Riseley, the founder of the Sales Health Alliance, about his passion to create more awareness around mental health in sales — and to help salespeople and sales leaders navigate stressful sales situations in a mentally healthy way to increase performance. What we talked about: - The ROI of...
2020-04-1443 minThe Customer Experience Podcast69. The Essence of CX: How You Make People Feel“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 Evangelis...
2020-04-0908 minThe Customer Experience Podcast68. Creating & Delivering Better Buying Experiences with Video w/ Josh FedieThe 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...
2020-04-0745 minThe Customer Experience Podcast67. Customer Communication In Times of Crisis w/ Samantha StoneWe’re neck deep in the Coronavirus pandemic, but digital communication gives us the power to stay connected while we’re physically separated. Should customer communication channels change during a time of crisis? In this episode of The Customer Experience Podcast, my guest and I discuss how digital chat (both live and bot) and video are affected by COVID-19. Listen in as I talk with my first return guest, Samantha Stone, the Founder and CMO of The Marketing Advisory Network and the author of Unleash Possible, about customer communication channels in a time of crisis. What we talked about: - Custome...
2020-03-3151 minThe Customer Experience Podcast66. Restoring The Human Factor To Fulfill The “Big CX Dream” w/ Ben SmithwellBasically, 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...
2020-03-2434 minThe Customer Experience Podcast65. Product Usage as a Vanity Metric w/ Chris HickenProduct usage is a vanity metric. Actually, product usage is just one of 15 factors that companies should use to build a picture of their organization’s health. These belong in four “buckets” that show what to track instead to create a risk profile for each account (likelihood to renew or churn). In this episode, I interview Chris Hicken, cofounder and CEO at ‘nuffsaid, about what tracking product usage is (and isn’t) good for. What we talked about: - 4 main buckets: Customer Maturity, The Product, The Experience, The Pricing - Why the CS leader should own more go-to-market strategy in the future ...
2020-03-1741 minThe Customer Experience Podcast64. A Circular Approach to the Customer Lifecycle w/ Wes SchaefferHow do you envision the customer lifecycle? Is it linear or circular? The latter is your best bet if you want lifelong customers. And it’s as easy as ABC...DE, then repeat. If you’re stumped on what this means for your sales and marketing team, this episode is for you. Wes Schaeffer, author, speaker, and Founder at The Sales Whisperer, stopped by The Customer Experience Podcast to break down this circular approach to the customer lifecycle. What we talked about: - What an ideal customer lifecycle looks like – courtesy of BMW - How the ABCDE process works - When to use...
2020-03-1030 minThe Customer Experience Podcast63. Creating Fans Through Human Connection w/ David Meerman ScottIf you’re looking to grow your business, then having a raving fan base can help you get you there. Passion is contagious, and they are passionate about what you have to offer. So, as your fandom flourishes, so will your company. To accomplish this, you have to give people an experience they’ll always remember – one built on human connection. And that’s hard to do. But you can’t have truly invested fans without it. Fortunately, our guest on this episode of The Customer Experience Podcast, David Meerman Scott, knows a thing or two about what it takes to create...
2020-03-0347 minThe Customer Experience Podcast62. The 6 Layers of Learning: Bloom's Taxonomy w/ Ethan BeuteBecause you're listening to this podcast, I can make one pretty good guess about you… You’re a learner. You intentionally seek out information, meaning that you actively learn as a regular part of your life. I'll go out on another limb and say that in your week to week — at work, at home, or somewhere else — you’re probably also in a teaching role. In other words, you’re both a learner and a teacher. (To my mind, this is also called leadership.) I've got something fabulous for you in this episode that I think you’re going to enjoy as much...
2020-02-2708 minThe Customer Experience Podcast61. Creating Instant Connection With Anyone You Want to Know w/ James CarbaryIf you want your business to grow and succeed, it needs to be built on a solid foundation of relationships. Obviously. However, creating connection with the right people can be quite difficult — even damaging — if you go about it the wrong way. What if I told you that creating connection is as simple as collaborating with anyone you want to know to create valuable content? This very episode of the Customer Experience Podcast is both a consequence of and a demonstration of content-based networking. About four years ago, I created some content with someone who is now my friend. It’s a rel...
2020-02-2546 minThe Customer Experience Podcast60. The Context Marketing Revolution w/ Mathew SweezeyAs the customer experience evolves, so do our motives. Consumers are no longer motivated by a great piece of content (if they ever were). They’re motivated as long as you can offer them the best solution at the most essential time. In fact, the director of market strategy at Salesforce — Mathew Sweezey — wrote an entire book on what exactly goes into context marketing. That book, entitled Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media, lays out in detail how marketers can break through the world of endless noise we’ve built. Luckily for us, Mathew w...
2020-02-1843 minThe Customer Experience Podcast59. The Pirate's Guide To Sales: Learn and Steal from The Best w/ Tyler MenkeWhen you constantly learn from the best, you become the best. Today we’re learning from some of the best salespeople, who know that the secret to improving customer experience is no secret at all. My most recent podcast guest spent a few years as a Marketing Director before becoming a Territory Manager for UPS, selling supply chain solutions. For the past decade, he’s been blowing out his quotas in sales and account management roles. He currently serves as a Manager of Strategic Accounts at Myriad Genetics. On this episode, I interview Tyler Menke, Manager of Strategic Accounts at Myri...
2020-02-1136 minThe Customer Experience Podcast58. Uniting Customers and Brands Through Experiential Marketing w/ Ruthie SchulderThree experience-based goals are the foundation of an amazing agency that builds the concept of experience right into its name: The Participation Agency. Translating digital experiences into lived experiences. Creating remarkable, resonant experiences without abandoning data and analytics. Building affinity between customers and brands through experience. The extreme laser-focus on experience obviously caught my attention, but as I learned more about The Participation Agency, I saw that its success can be credited to the dedication and energy of the two founders… one of whom I got to interview on The Customer Experience Podcast. She’s been named Inc’s Millennial CEO Ri...
2020-02-0438 minThe Customer Experience Podcast57. Customer Obsession As Your Key Differentiator w/ Ned ArickExperience differentiators were the subject of a recent LinkedIn post that grabbed my attention for the way it spoke to the heart of this podcast… aligning to invest in creating and delivering better experiences for our customers. I asked its author to be a guest on my podcast to hear more about his experience in operations, account management, biz dev, and sales roles. I was so excited to interview Ned Arick, Account Executive at YourWelcome, after connecting with him because of his LinkedIn content. Keep listening or reading below as Ned dives into what it really means to rewrite the na...
2020-01-2839 minThe Customer Experience Podcast56. 3 Customer Experience Myths Debunked & Set Straight w/ Ethan BeuteThe 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...
2020-01-2312 minThe Customer Experience Podcast55. How “Slightly Better Than Average” Creates Amazing Experiences w/ Shep HykenAmaze every customer every time … that sounds like a promising foundation for a remarkable customer experience, doesn’t it? That’s the theme of the conversation you’re about to enjoy. My guest today is Shep Hyken, Chief Amazement Officer at Shepard Presentations and a customer service expert and speaker. He’s the New York Times and Wall Street Journal bestselling author of six books, among which include: The Cult of the Customer The Amazement Revolution The Convenience Revolution Be Amazing or Go Home In this episode of The Customer Experience Podcast, I talk with Shep about what it means to be amaz...
2020-01-2142 minThe Customer Experience Podcast54. Unlocking the Science of Video w/ Vanessa Van EdwardsToday, we’re talking about how people work. It’s no understatement to say that knowing how people think and what makes them tick is a must for everything from making sales to just holding conversations that uplift both sides. I was incredibly excited to talk to Vanessa Van Edwards, Lead Investigator at Science of People and bestselling author of Captivate: The Science of Succeeding with People. In this episode of The Customer Experience Podcast, we chatted about 3 types of people, why video is so important, how Vanessa still challenges herself to be authentic after 12 years on YouTube, and ways to op...
2020-01-1434 minThe Customer Experience Podcast53. Sales Advice To Lead, Coach, and Align Your Team w/ Dave KennetA great employee experience begets a great customer experience. If you want to retain your best team members, you need to value them and invest in them. Today, we’re talking about investments in your sales team - training, coaching, and development. These are things that both make them better and demonstrate how you’re building them up. Did you know that 30% of sales reps get no coaching whatsoever? What does that say about their value in their company? (Exactly.) I’m so pumped to bring Dave Kennett to the Customer Experience Podcast because he’s so on point with the impo...
2020-01-0733 minThe Customer Experience Podcast52. Video Belongs In These 3 Moments In Your Customer Journey w/ Ethan BeuteIf 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...
2019-12-2612 minThe Customer Experience Podcast51. How To Enable Your Sales Team: Practical Tips for Sales Leaders w/ Joe CaprioLet’s drill into sales enablement. Not just the important question of how we can best prepare our salespeople, but I’m talking here about how we set them up to serve our customers successfully? Sales isn’t about quotas; it’s about pursuing our clients’ success. Which is why it’s completely apt that my guest on this episode of The Customer Experience Podcast was a customer who was absolutely delighted with Chorus.ai before becoming their VP of Sales. I recently talked with Joe Caprio, VP of Sales at Chorus, about sales best practices, sales enablement (and sales readiness...
2019-12-1726 minThe Customer Experience Podcast50. The Ethics of AI - Customer Persuasion vs Customer Coercion w/ William AmmermanHuman domination by superintelligences is pretty much the thing to be talking about, ever since the Golden Age of Sci-Fi. Has the passage of nearly 70 years since then made us more or less susceptible to Alexa, Cortana, Siri, and others like them? That’s what William Ammerman, author of The Invisible Brand: Marketing in the Age of Automation, Big Data, and Machine Learning and the EVP of Digital Media at Engaged Media, came onto my podcast to explain. We got into discussion about voice, AI, and machine learning, all of which are doing their part to draw us humans into em...
2019-12-1046 minThe Customer Experience Podcast49. 4 Tactics Every Salesperson Should Steal From Marketing w/ Scott BarkerThe benefits of being a lifelong learner are priceless. But, have you ever considered learning more about a different profession in order to improve the work you do? That’s exactly what Scott Barker has done on multiple occasions. Scott is the Head of Partnerships at Sales Hacker and the host of The Sales Engagement Podcast; although, don’t pigeonhole him as solely a sales pro yet. In this episode of The Customer Experience Podcast, Scott and I discuss: His definition of customer experience What the line between marketing and sales really looks like 4 tools sales pros should borrow from the...
2019-12-0337 minThe Customer Experience Podcast48. 5 CX Tips from My Car Buying Experience w/ Ethan BeuteMy 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.
2019-11-2813 minThe Customer Experience Podcast47. Asking Better Sales Questions for Greater Sales Success w/ Brian Robinson“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...
2019-11-2637 minThe Customer Experience Podcast46. Developing Customer Loyalty Requires Cultural Empathy w/ Kristin MesserliMillennials 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 Generation...
2019-11-1937 min
Video Sales Strategies: The BombCastSeason 2, Episode 17: What's The Impact of Fully Embracing Video in 2019? - Alan ChristianWhat happens when you decide to fully embrace video? Here's what Alan Christian Mortgage Team shared..."Shaking, scared, taking some risk...and wow- 6 months later...I knew I needed to embrace some change in my life and business that made me uncomfortable...like really uncomfortable. I jumped on a plane and flew to Denver last April for a conference to learn about a new technology that I knew I needed to embrace. It was a total leap of faith....I got back and said I need to do this....Well, 6 months later, I get called...
2019-11-1527 minThe Customer Experience Podcast45. The Modern Buying Process and Product-Led Growth w/ Wes BushWe’re all familiar with the traditional sales-led way of acquiring customers: They demo the product and are passed along to one of your salespeople. And, hopefully, the perceived value of your product matches their actual experience. What if you just let them experience the value right away? No strings attached. This product-led model is what Wes Bush sees for the future of selling (and not only for software). Wes is the author of Product-Led Growth as well as the founder of the Product-Led Summit. He defines customer experience as the point where perceived value and experienced value meet. Additionally, We...
2019-11-1238 minThe Customer Experience Podcast44. The 3 Components of Trust for Better Customer Relationships w/ Cory ScheerEvery time Cory Scheer puts on his Brooks running shoes, he has a great experience. He doesn’t get blisters and his feet feel comfortable. And when it’s time for a new pair of shoes, he turns to Brooks. So, how do you create experiences like this? Experiences that make your customers want to come back again and again? On this episode of The Customer Experience podcast, Cory joined us to talk about why building trust is the key to developing a loyal customer base. Cory currently serves as Director of Church and Community Engagement at Pleasant Valley Baptist Church...
2019-11-0555 minThe Customer Experience Podcast43. 3 Ways To Win With The SaaS Sales Method w/ Ethan BeuteEveryone 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.
2019-10-3109 minThe Customer Experience Podcast42. 5 Ways Internal Alignment Can Elevate Your Customer Experience w/ Sangram VajreWith 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 focu...
2019-10-2945 minThe Customer Experience Podcast41. Setting Up Your B2B Live Chat To Dramatically Accelerate Sales w/ Nelson BrutonIn 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 exper...
2019-10-2238 minThe Customer Experience Podcast40. The Biggest Transformation in Prospecting in 30 Years w/ Dan TyreHuman, helpful, and relevant. These are 3 attributes we need to create within our organizations to deliver great experiences for our customers. Dan Tyre, co-author of The Inbound Organization and HubSpot executive, came on this episode to share his insights from 35 years of experience in the business world—including why using video in your prospecting is approaching “must-have” status. What we talked about: Why you should never, ever, ever check your bags at an airport Why customer experience is the only differentiator in an age of ubiquitous technology The sky-high expectations of today’s customers The importance of giving your team autonomy...
2019-10-1544 minThe Customer Experience Podcast39. Company Culture as Your Competitive Edge w/ Dutch Bros. CoffeeCustomer experience is a moment that is created between two individuals, where a desire meets a craft. Not everyone gets it right every time, but it’s an opportunity to create a moment with another human being as a stimulation for a long-term relationship. Lance Risser, VP of Southwest Field Operations and Levi Ayriss, VP of Northwest Field Operations at Dutch Bros. Coffee, came on this episode of The Customer Experience podcast to walk us through how to meet customers where they’re at in life and keep your core while expanding rapidly. What we talked about: Why coffee is what...
2019-10-0849 minThe Customer Experience Podcast38. Training and Certifying Your Sales Teams to Speak Your Customer's Language w/ Alex RosemblatIf you want to learn a little bit about training and certifying your sales teams to speak your customers’ language you’re in the right place. Alex Rosemblat, VP of Marketing at Datadog, came on this episode of The Customer Experience podcast to walk us through how he’s training his sales teams to truly understand and speak their customers’ language. What we talked about: Your customers speak their own language So, how do you learn it? Listening for ‘the crinkle’ Building your curriculum Resources we talked about: Alex’s LinkedIn Datadog The Digital CMO’s Guide to Marketing Management
2019-10-0127 minThe Customer Experience Podcast37. How NOT to Use LinkedIn Messaging for Prospecting w/ Ethan BeuteThere’s something that I’m tired of. I think you're probably tired of it, too: When you accept a LinkedIn connection request and the person immediately hits you up with an unsolicited and irrelevant sales pitch in a direct message. So, I decided to reach out to you, to collect your feedback on this issue. And on this episode of The Customer Experience podcast I’m talking through what you had to say about it and what we can learn from this issue to create the best customer experiences going forward.
2019-09-2609 minThe Customer Experience Podcast36. The Financial Side of CX: Which Customers Should You Invest In? w/ Sarah TomsIn any given company, not all customers are created equal. So, we need to know where, when, and in whom we should be investing. Well, on today’s episode of The Customer Experience podcast, we did something a little bit unique — we put customer experience into a financial context. Sarah Toms came on the show to talk about customer centricity: aligning your products and services to the needs of your customers to maximize their value to your firm. For the past six years, Sarah has served in IT Director roles at The Wharton School at the University of Pennsylvania. She is curr...
2019-09-2438 minThe Customer Experience Podcast35. 2 Keys to Creating an ‘Extraordinary’ Customer Experience w/ Dan GingissResearch shows that people are actually more willing to share about the positive experiences they’ve had with companies than the more negative ones. So, why don’t they? Well, most of us just haven’t had those kinds of really positive experiences. So, what can you do to create those positive experiences and change that sentiment? That’s exactly what we’re talking about today with guest Dan Gingiss. Dan has run social media and digital marketing at companies with household names such as McDonald's, Humana, and Discover. He’s also the Chief Experience Officer at the company, Winning Customer Expe...
2019-09-1748 minThe Customer Experience Podcast34. 4 Things EVERY Customer Wish You Understood About Them w/ Michael RedbordCustomer’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...
2019-09-1040 minThe Customer Experience Podcast33. What Your Marketing Team's Doing That's Probably Illegal w/ Sharon ToerekAfter “What’s the meaning of life?”, here’s the next most important question: Do I need permission to repost this? Can’t answer the first one for you, but the second one is a gigantic yes. I sat down with Sharon Toerek, Intellectual Property and Marketing Law Attorney who helps creative professionals protect, enforce and monetize their creative assets. Her work with small advertising and marketing entrepreneurs is driven by her understanding of customer experience. “Customer experience means to me that at the end of the day, at the end of the transaction, did the customer feel heard? Did they feel see...
2019-09-0336 minThe Customer Experience Podcast32. Meeting Customers’ Evolving Needs with a Customer Experience Team w/ Luke OwenYou only think you’ve built a great relationship with a client. But...you didn’t check up on how their goals are evolving. Churn, churn, churn. I got to talk to Luke Owen, Director of Customer Experience at Formstack, about what it means to have the words “customer experience” in his job title. “For me, customer experience is the heart and soul of an organization that supersedes that relationship with the client,” Luke said.
2019-08-2734 minThe Customer Experience Podcast22. Rehumanize Your Business by Building Relationships Through Video w/ Ethan BeuteEthan Beute is on a mission to connect people. His method? Video. More specifically, his company BombBomb wants us to use the power of video to leverage our personal connections, and provide meaningful social interactions. Video is the way of the future. In this episode he shares how easy it is to get deeper in your relationships to improve your video, by using your smartphone and connecting with people around the world.
2019-06-2743 minThe Customer Experience Podcast17. The Best Customer Experience Delivers an Appropriate Experience w/ Jonathan BoltonSometimes, 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...
2019-05-3038 min