Shows
The Account Experience PodcastThe Power of Transparency in Leadership: How Getronics Builds Trust With CustomersIn this episode of The Account Experience Podcast, host Adam Dorrell sits down with Bill Main, Director of Global Customer Success and Customer Experience at Getronics, to uncover the secrets behind building a truly customer-centric organization.
Bill shares how Getronics achieves a 50% NPS response rate, why customer experience is more than just a number, and how leadership transparency builds trust.
Whether you’re in B2B or just passionate about CX, this conversation is packed with actionable insights to elevate your customer experience strategy.
2025-03-1033 minThe Account Experience PodcastWhen the Champion Leaves, How Can the Team Pick up the Pieces?In this episode, Host Adam Dorrell spoke with Ragna Ghoreishi, a seasoned Vienna-based customer experience (CX) leader and owner of RagnaDigital, a boutique CX consultancy.
Ragna spoke candidly about her experience at a global IT organization working on a large B2B CX project when suddenly the project sponsor and champion left.
This is a situation Adam has seen in many companies. He asked Ragna to open up about how it affected her and how she salvaged the project.
Her tips:
Don't focus on just one strong leading figure; build early on a...2024-10-2440 minThe Account Experience PodcastHow Coca-Cola LATAM Aims to Deliver Experiences “Only Coke Can Do”"Our ambition is to be the undisputed LATAM CX leader, delivering experiences 'Only Coke can do.'"
In a special edition of the Account Experience Podcast, Adam Dorrell is in Bogota, Colombia, where he was one of the presenters at The Coca-Cola Experience Summit Latin America 2024.
For its second year, the conference had 80+ attendees and 31 bottler operations represented, continuously serving as an inspiring and highly operational meeting.
The Coca-Cola team invited speakers across the continent to help evolve the vision of experience in the region, which can be summed up as Coca-Cola's ambition t...2024-10-2322 minThe Account Experience PodcastClosing the Loop Is Like a Ghost: Don’t Do It and It’ll Haunt YouIn this episode, Adam talks with a friend of the podcast and CustomerGauge Vice President of Customer Experience, Cary Self.
He’s got years of optimizing experience and energizing entire workforces around navigating customer feedback and managing the follow-up process.
Discussion topics include the right timing to follow up (48 hours is just the title of an Eddie Murphy film, not the time it should take you), how to follow up with detractors, passives, and promoters, thank-you notes, and overcoming the “fear of feedback."
And they even take a deep dive into whether it shou...2024-08-2629 minThe Account Experience PodcastDelivering on B2B Experience When Management Is Obsessed With Everyone Else’s ScoreAdam’s guest is the outspoken and often hilarious Ben Phillips CCXP, leader of Customer Experience at Fujitsu. He’s an author, a CX professional, and a top voice in the customer experience world — one of the few real experts in B2B CX.
Ben is open about how the program is run at Fujitsu, talking through some of his challenges and how the program is evolving. He’s also generous in talking about real benchmarks in the business.
Adam and Ben discuss the pros and cons of competitive benchmarks: when to use them and how not t...2024-08-1235 minThe Account Experience PodcastFinding Riches in the Wealth Advisors' ExperienceJackie Kesterson, Director of Client Experience at Orion Advisor Solutions, opens a treasure chest of B2B experience knowledge.
Orion's client base consists of 1000s of investment advisors and wealth managers. As you can imagine, that’s a very demanding customer base! Jackie ensures the voice of the customer is acted on and maintains a client-centric culture to drive business growth.
This discussion covers how rewarding staff on NPS is difficult and asking customers for feedback several times a year is best managed.
Today's episode is a great journey into a real B2B te...2024-06-1131 minThe Account Experience PodcastPassion and Proving the Numbers Are Key to Beyon’s CX SuccessZahra Eid is the Customer Experience Manager at Beyon, a regional Digital Communications/Telco business based in Bahrain.
She explains how she energized their customer experience (CX) program, growing it from research roots to a company-wide, silo-busting program based on action and connecting CX measurement to revenue growth.
Host Adam Dorrell leads her to talk about the transformation from the Batelco brand to Beyon and how her CX program has become more digital, just like the company's services. Zahra also discusses how the company’s commitment to excellence has helped elevate the brand.
Sh...2024-05-2029 minThe Account Experience PodcastB2B Net Promoter for Mid-Market and Enterprise With InvoltaThis week Adam Dorrell sits down with CustomerGauge client Lucas Mistelske, Vice President of Client Experience at Involta.
Involta is an enterprise-class IT infrastructure partner that provides advanced colocation, hybrid cloud solutions, superior data center experiences, and connectivity with first-class fiber.
Lucas has led the deployment of Involta’s Managed Infrastructure Services offering and spearheaded their Net Promoter Score program.
In this episode, Adam dives into the value NPS brings to Involta, the mechanics within the program, and what Lucas has learned throughout the process.
You won't want to miss this co...2024-04-0837 minThe Account Experience PodcastB2B Customer Experience Is All About CultureAnna-Maija Tanninen is a female entrepreneur who started CX Agency in Helsinki, Finland. CX Agency helps B2B companies successfully develop and lead customer-centric changes through services like customer experience strategy to business design.
Previously she was a partner at Futurelab and a management consultant with Accenture and elevator company Kone.
To use a terrible pun, Anna-Maija can LIFT all your programs.
In this episode, she talks about culture: “To understand if we truly are customer-centric, we cannot observe culture from the corporate level only. We should have ways to experience the culture fro...2024-03-1928 minThe Account Experience PodcastTeledyne Ignites Great Customer Experiences Through NPSTo heat things up with the first episode of the New Year, Host Adam Dorrell welcomes Nick Wood, the Global Marketing Director at Teledyne Gas and Flame Detection; a division of Teledyne Technologies Inc.
Teledyne is coming up on its 75th birthday, marking almost 100 years of providing reliable customer experiences to its long-standing customers.
Adam and Nick dive into why the business made the turn towards a structured strategy (hint: it's all about the data), the importance of closing the loop on feedback, and Nick's lightbulb moments he's had throughout his career that have led...2024-01-0825 minThe Account Experience PodcastAmericans Discovering the Joy of a Pint of BeerThe pint is making its way west, and Americans are now beginning to understand why it's been a staple across the pond.
During this quick episode, Nigel Tordoff, Chairman of the CPG Experience Council, joins Adam Dorrell to walk through the article "Americans are discovering the joy of a true pint of beer" in The Economist.
Why is this a trend in the market? How might a trend like this affect the convenience store? What might be driving this new experience?
Join Adam and Nigel as they break down this market shift through...2023-12-1412 minThe Account Experience PodcastThe CPG CX Initiative & Strategy w/ Nigel TordoffWhen we care, it makes all the difference.
Adam Dorrell, CEO & Co-Founder of CustomerGauge, sits down again with Nigel Tordoff, Chairman of the CPG Experience Council, to consider the ways customer experience can grow a business.
Nigel kicks off this episode by sharing his 'CX Hypothesis' on what he thinks is the best approach for reaching customers and making an impact.
Adam and Nigel dive into testing the hypothesis through an Airline Industry example along with discussing the four groups of people businesses generally have to please + just HOW many people make up e...2023-10-2414 minThe Account Experience Podcast“Did You Understand What I Said?”It's all about surpassing customer expectations.
Back for the fourth CPG Experience Council-edition episode, Nigel Tordoff joins Adam Dorrell to explore CX drivers and what leads to Promoters, Detractors, and Passives.
What happens once you have a happy customer? What is the consequence of not taking the proper action on an upset customer?
The two take a deep dive into Net Promoter Score (NPS), the pitfalls everyone should avoid when leveraging NPS, and how to close the loop reactively and proactively.
2023-10-2416 minThe Account Experience Podcast“How Many Times Do I Have to Tell You?”Are you listening to 80% of your B2B customer base?
Nigel Tordoff, Chairman of the CPG Experience Council, joins Adam Dorrell to discuss the scale of the CPG industry and the impact it can have on customer experience.
When you look at the consumer packaged goods industry from a wide lens, there are so many different relationships that must work to provide for the end customer.
Adam and Nigel discuss the impact of scale in CPG, embracing technology, setting out what 'good' looks like, and a handful of CPG CX best practices.
2023-10-2314 minThe Account Experience PodcastHow Trust Leads to Revenue GrowthHost Adam Dorrell welcomes back Nigel Tordoff, Chairman of the CPG Experience Council, to discuss how a customer's trust in a business ultimately leads to revenue growth.
The two dig into what happens when you open the lines of communication and provide feedback — whether it's a relationship with a consumer, a business (or even a significant other!)
They also highlight Adam's research on how many times companies use the word 'customer' in their public pronouncements. And one well-known brand has revealed just how customer-centric it really is.
If you're looking for a deep-dive on w...2023-10-0618 minThe Account Experience PodcastOffer Exceptional B2B CX & the Rest Just CLiCSHost Adam Dorrell welcomes Nigel Tordoff in the first of five CPG Experience Council-edition episodes.
Nigel, with 30 years of CPG industry experience under his belt, is now Chairman of the Council and ready to recruit those in the trade just as eager to make an impact.
Together they share how to kickstart great CX in CPG and break down the acronym that must be at the core of every program: CLiCS.
What is CX? And why bother? What goes into a program that CLiCS together? Both pull back the curtain on what good...2023-10-0621 minThe Account Experience PodcastNPS—the CX Catalyst at NovozymesAdam Dorrell sits down with Per Braginski, Director of Insights at the Danish-based Novozymes, a world leader in bio-solutions, in a special “on-site” episode. This is a company that operates behind the scenes, as a supplier to well-known brands, including many CPG companies. Process and quality is all-important, not just in product but also in their customer relationship domain.
Per shares how they manage Customer Experience, and measure Net Promoter at Novozymes. The Scandinavian commitment to transparency is shown here: NPS results are published in the annual report - currently, it’s 69.
He also explains the impo...2023-09-2022 minThe Account Experience PodcastBig Ticket Transformations: Doomed to Run Late and Overbudget?Are company’s big IT transformation projects like the Berlin Airport, the Elizabeth Line, or the Second Avenue Subway similar in that they take forever with massive cost overruns? We turned to an expert to find out.
Host Adam Dorrell talks with Steve Abramson of Jasmar Associates. Steve has 30+ years of professional services experience across the consumer goods and retail sectors working for large businesses such as IBM and KPMG, and smaller, high-growth companies. In that time he’s worked in many CPG and retail companies including Unilever, Diageo, Coca-Cola, Tesco, Kingfisher, Boots, and Marks & Spencer.
Ste...2023-08-2135 minThe Account Experience PodcastHow the ”Digital Shelf” Shapes New Consumer Experiences w/ Mert DamlapinarAdam Dorrell talks with Mert Damlapinar to explain how digital experiences are at the forefront of today’s retail experience, and how CPG companies need to transform their thinking from a physical world paradigm. Mert is a well-known expert in the field of e-commerce and digital marketing: an author, a former director of brands like L’Oreal, Mondelez, Sabra, and holder of multiple degrees from Boston, Cornell and MIT. His current role is Principal of CPG Digital Commerce Acceleration at EPAM Continuum.
Mert shared his insights into how the Digital Shelf has evolved - from the “Long Tail” c...2023-08-1543 minThe Account Experience PodcastHow Engro Grows With Better CX and 90%+ Response RatesMuhammad Idrees joins host Adam Dorrell to talk about growing sales by focusing on Customer Experience basics. It’s a lesson for B2B CX leaders on how a unified company approach brings an impressive return on investment.
Muhammad is the Chief Commercial Officer at Engro Polymer and Chemicals Limited, a subsidiary of Engro Corporation — one of Pakistan’s largest and most diversified conglomerates. The company’s vision is to become a globally competitive PVC producer, and they are well on their way.
This is a perfect B2B Manufacturing case study as he explains, “How can you...2023-07-2129 minThe Account Experience PodcastThe Man Behind the Drinks That Define the Modern AgeDavid Gluckman is the genius who invented dozens of the best-known drinks of recent decades, including the iconic Baileys Irish Cream developed 50 years ago this year.
Host Adam Dorrell digs deep into David’s wonderful anecdotes behind the birth of drinks we all grew up with: Baileys, french wine Le Piat d’Or, Cîroc vodka, Tanqueray Ten gin, soft drinks Aqua Libra and Purdeys, the Singleton Malt, Sheridans Coffee Liqueur and so many more.
David tells stories of how a small and determined innovation team flourished inside the huge enterprises that eventually became Diageo. As he...2023-07-1244 minThe Account Experience PodcastBeverage Experiences Need an UpdateHost Adam Dorrell welcomes Daniel Solomons, CEO and Co-Founder of Update — the world's first and only energy drink without caffeine.
He tells the story of founding the company in New York City after booking a one-way ticket from Sydney, Australia, and now “disrupting an old school market with a product that is equally as effective, healthier, and better for you." It’s fascinating to hear the origin story of how they developed Update.
Apart from the science behind the drink, Daniel is pioneering new channels to distribute Update including directly to his target market, Wall Street...2023-07-0525 minThe Account Experience PodcastThe Earned Patient: 60 Minutes Door-to-Door Equals 90 NPSIntuitive Health is driving an Urgent Care paradigm shift in the USA. In this podcast, you’ll hear how they shape their retail health facilities around hundreds of thousands of patients' feedback to get better outcomes and Net Promoter Scores of 90.
Adam Dorrell talks to David Apple, who lifts the lid on how it’s done. David is the CMO of Intuitive Health and leads the company’s marketing and customer experience to drive long-term growth across consumer and business segments in the most competitive healthcare markets in the U.S.
It’s an a...2023-06-2141 minThe Account Experience PodcastPaulo Mendes Jr: A shared vision for the LATAM region of Coca-ColaRecorded at the Coca-Cola LATAM and Coca-Cola FEMSA CX Summit in Mexico City - Adam tracks down Paulo Mendes Jr, LATAM Value to Market Head, Coca-Cola. Paulo explains how he’s rolling out a unified customer experience across the entire region: 660 million people, nearly 5 million outlets, and dozens of bottlers.
Paulo relates how he started at Coke 30 years ago as a field sales rep. He really put the hours in - working outlets on the streets, 50 - 55 outlets a day, starting at 07.30 every morning. He’s held many different positions, working in supply chain logistics, planning, and comme...2023-05-3026 minThe Account Experience PodcastMore Choice is Not as Desirable as we Hoped w/ Sheena IyengarIn this episode, Adam talks with Sheena Iyengar on the day of her new book launch “Think Bigger”, on the subject of the paradox of choices and creativity. It’s a sort of follow-up to the episode on the JOLT effect with Ted McKenna, who quotes her work extensively - so we are going back to the source here.
Sheena is the S. T. Lee Professor of Business in the Management Department at Columbia Business School and the best-selling author of The Art of Choosing (2010) - that’s where the Paradox of Choice comes from. She is a leading...2023-05-2227 minThe Account Experience PodcastPlanning the Right Experience w/ Aidan BocciIn this episode of the Account Experience Podcast, host Adam Dorrell talks with Aidan Bocci, an expert in the global consumer goods and retail industry. For many years he was instrumental in improving consumer goods companies’ customer business planning processes. In his career, he has worked with most of the top 100 FMCG companies (like Procter and Gamble) and advised C-Suite leaders in more than 30 of them. And now he’s the co-founder of Growzz, which is a platform to help Consumer Packaged Goods (CPG) companies innovate on processes and to design growth activities that deliver real results.
Aidan...2023-05-0431 minThe Account Experience PodcastMeditating on Hardcore Sales with Guru Ganesh KhalsaGet out your yoga mat because, in this episode of the Account Experience Podcast, host Adam Dorrell talks with Guru Ganesh Khalsa, probably the most sought-after sales trainer in the world. Through his company Concious Selling Inc he’s trained 1000s of high-tech professionals in companies like LinkedIn, Slack, Dropbox, Elastic, BMC, Dell, Oracle, and Cisco.
He’s one of the most entertaining people you will meet, and his rich life experiences (he was at Woodstock!) inform his view on sales as a win-win for all parties. So much to digest here, from his hippy roots...2023-04-1348 minThe Account Experience PodcastSatisfying Customers is the Path to the Business Graveyard w/ author Jon PicoultJon Picoult joins Adam to talk about his fascinating new book, “From Impressed To Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans.”
In this episode, we talk about obsession. Jon Picoult, the founder of Watermark Consulting and a leading expert in customer and employee experience helps companies go beyond just impressing their customers. In fact, he says that if you just satisfy your customers, you’ll go broke.
It’s a wide-ranging discussion that covers the formidable power of fints o drive business, how to engineer great experiences, and in a stomach-churning segment, how Jon’s a...2023-03-2733 minThe Account Experience PodcastEngineering Relationships for Health w/ Mark EbbensIn this episode of the Account Experience Podcast, host Adam Dorrell talks with Mark Ebbens, who ran the consulting businesses for two of the largest global med-tech businesses, Philips Health and GE Health. He’s spent his career helping large hospitals and healthcare groups transform the way that healthcare is delivered by harnessing technology, digital and change.
After starting his career in the most demanding of engineering professions - aviation engines - he moved to healthcare consulting which surprised him by having the same challenges. Mark tells about how he’s used Six Sigma in business - and a...2023-03-2039 minThe Account Experience PodcastThe JOLT Effect & Overcoming Indecision w/ author Ted McKennaIn a world with so many choices, can you blame buyers who have such a hard time making decisions? Adam meets Ted McKenna, probably the worlds leading expert on customer indecision, and co-author of the hot new business book “The JOLT Effect” - how high performers overcome customer indecision.
In this podcast, Ted explains the origins of “over-choice” - and how to spot the signs of a buy who is struggling to choose. The issue is not FOMO (Fear of Missing out) but more FOMU (Fear of Messing up). In fact, learning into the fear can make things wo...2023-02-2039 minThe Account Experience PodcastMaking the Experience Magic Happen at Scale w/ Mark Elston, PowerforceGBMark Elston, Strategy Director at the multi-award winning sales solution agency Powerforce GB joins Adam today. He explains how CPG brand owners like Molson Coors, Haribo, Nestle, Tetley (Tata) and Pladis (formerly United Biscuits with brands like McVities) use collaborative sales and merchandising to grow sales in the retail trade.
He describes how technology is able to bridge the gap between the physical and digital worlds - for example, Lenovo buyers often look online before touching and feeling a brand in store. UK retailers, faced with new HFSS regulations (High Fat, Salt and Sugar) have adapted to us...2023-02-1328 minThe Account Experience PodcastIs TrustID the new Net Promoter? w/ authors Ashley Reichheld and Amelia DunlopCan you define trust? Is it possible to measure it? The answers are yes and yes. In this episode Adam Dorrell talks with Ashley Reichheld and Amelia Dunlop, the authors of the new book “The Four Factors of Trust”
They talk about how it’s possible to measure trust - by understanding Humanity, Transparency, Capability and Reliability for both company as a brand, and for employees. And they introduce the new metric, TrustID which they have open-sourced (in a very transparent and trusting way!) to help make the world a better place.
Ashley talks about how dif...2023-02-0834 minThe Account Experience PodcastSpeaking Truth to Power w/ James Pannett of William Grant & SonsAdam Dorrell is joined today by James Pannett - Commercial Director of the UK family-owned distillery group William Grant & Sons. You’ll know the brands: leading whiskies like Glenfiddich, The Balvenie, Tullamore, the distinctive Hendricks Gin (Adam’s choice of drink for the podcast), and newer brands like Discarded. His background includes Mars and Molson Coors.
James talks about how joint business plans should not be just fiction - or a nice piece of paper that gets ignored. He highlights the importance of Speaking Truth to Power - making sure that the buyer wins just as much as th...2023-01-2028 minThe Account Experience PodcastThe 2022 Account Experience Year in ReviewWow, 2022 is officially over and what a year it was for Account Experience! In this episode, your host, Adam Dorrell, takes us through some of the highlights in Account Experience for 2022 and chats with a few of our resident "Gaugie" experts about their favorite moments.
2023-01-1841 minThe Account Experience PodcastHow BILT Improved Their Customer’s Customers NPS by 30 PointsIn the latest episode of the Account Experience podcast, Adam Dorrell welcomes Nate Henderson, CEO of BILT Incorporated, a SaaS company that improves assembly instructions into a user experience revolution that fundamentally changes the way users interact with the brands and products they buy.
Nate explains the impact of having digital interactive instructions for brands like Weber and Siemens. Of course, it reduces paper, but analyzing the way users interact with instructions helps continually improve them, and the immersive environment helps with registration and voice of customer feedback.
According to Nate, BILT’s 3D Intelligent In...2022-11-2336 minThe Account Experience PodcastSolving the CPG Experience ParadoxNigel Tordoff is the former Chief Customer Officer USA for the brewer Molson Corrs. Now semi-retired he continues his passion for customers, in particular the independent trade, and is now chair of the industry group Consumer Packaged Goods (CPG) Experience Council.
Nigel talks about what he learned in a 4 am discussion on the brewery product line - using the concept of positively framing a seemingly unsolvable paradox.
And with more than 2% of the global working population involved in the CPG value chain, he talks about how it’s more important than ever to spread best prac...2022-10-2435 minThe Account Experience PodcastThe Untapped Potential for CX in the Caribbean w/Roger NicholasToday Adam Dorrell chats with Roger Nicholas of Caribbean Based Cite-Up, which is a leading regional distribution and promotion company, giving real-time feedback on in-store product performance. The company covers 20 territories in the Caribbean, representing 180+ brands, in nearly 1000 outlets with nearly 6000 visits a month.
Roger is based in San Fernando, Trinidad & Tobago. He calls himself “the hunting dog” because of his deep experience in companies large and small. He is also a certified Net Promoter professional.
Adam is fascinated to learn the cultural differences - and Roger talks at length about how customer service in the Car...2022-09-2140 minThe Account Experience PodcastThe Prospect Experience Needs Disarming Honesty w/ Adam Clay @Tomorrow.ioToday Adam Dorrell speaks with Adam Clay, who takes us to upper stages of the sales funnel and talks about the prospect experience. Two Adams on a podcast is obviously better than one!
Adam Clay is Chief Revenue Officer for Tomorrow.io, where he leads the global sales and channels teams. He brings experience scaling revenue teams for growth-oriented SaaS organizations - Beyond Identity, Logz.io. Black Duck Software (acquired by Synopsys), Mendix (acquired by Siemens)
We often talk about Account Experience - which for most people sits in the post-sales stage. Adam encourages us t...2022-08-0846 minThe Account Experience PodcastThe Resident Experience w/ Russell Markou of QuintainIn today’s podcast Russell Markou of Quintain Living talks to host Adam Dorrell about the growing area of CX - that of asking Resident Experience for private individuals and companies that rent living and working space.
He talks about “Home is where the heart is” - and how important the personal touch is to making sure residents are content - this impacts retaining the renter and making referrals.
Russell is Head of Operations at Quintain Living, the management and operations platform of Quintain’s Build to Rent business, effectively a platform that designs, manages, owns and o...2022-07-1139 minThe Account Experience PodcastIn the Crisis of Disconnection, the solution is Customer Love with Maureen BurnsToday on the Account Experience Podcast (the intersection of b2b Account Management and Customer Experience) host Adam Dorrell talks with Maureen Burns, Senior Partner in Bain & Company's Boston office. She is a leader in Bain's Customer Strategy and Marketing Practice, advising clients on a range of issues including corporate strategy, customer experience transformation, especially with digital channels. And of course, implementing the Net Promoter System - in both b2c and b2c contexts.
Most interesting to listeners of this Podcast, she is a co-author of our book of the year, “Winning in purpose” together with Fred...2022-06-1432 minThe Account Experience PodcastBreaking Glass: Getting from 6 to 60 NPS in Two Years With Martin Troughton, SafestyleOn this episode, Adam Dorrell’s guest is Martin Troughton, Marketing Director, of Safestyle PLC, the UK market leader in replacement windows and doors.
Martin describes his career as “triple-glazed” - and his story is impressive - from starting measuring NPS consistently just over two years ago in the business they have worked on improving customer experiences and improving their score. The rise is from NPS of 6 to where it’s hovering now in the 50s and 60s.
The learnings were sometimes simple: Martin explains that even where the installers park their vans has an impact on...2022-06-0235 minThe Account Experience Podcast“Your NPS has gone up—So Freakin’ what?” with Jamie Thorpe of IPSOSToday host Adam Dorrell talks to the outspoken recent winner of a CX Star award, which recognises excellence in industry professionals. He’s the guy that coined the phrase “the So-What of CX”.
His name is Jamie Thorpe, and he’s been in CX for more than 20 years. The majority of his career has been spent in Client Success/Service previously holding two board-level positions and is now Head of Experience Management at Ipsos. Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services, and Delivery. He is an industry-recognized CX leader in the UK. His in-depth CX knowledge c...2022-05-2432 minThe Account Experience PodcastHow a Sentiment Sandwich Satisfies Executive Hunger w/ Jim TincherOn the Account Experience podcast today Adam Dorrell’s guest is Jim Tincher - a man who sees the world through the eyes of customers.
Jim is a customer experience expert, speaker, and author of “How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change”. He’s a fully certified CCXP.
Heart of the Customer, his innovative customer experience consulting firm, has helped both start-ups and Fortune 500 companies boost revenue and loyalty by harnessing the voice of the customer.
Jim talks about how his work with clie...2022-05-0933 minThe Account Experience PodcastHow Zip Water Improved Their NPS by 58 Points in a Short 4 YearsAmanda Graham leads Customer Experience for Zip Water in the UK. She shares the incredible story of taking Zip from NPS 2 to 60 in four years.
In this episode of the Account Experience Podcast, we dive into this journey, and learn what it takes to get such a big improvement in NPS. Amanda tells us how the biggest impacts came from improving First Contact Resolution and a focus on after sales communication. A key link in the chain is also to measure employee engagement - and Amanda explains how important eNPS is to Zip.
She also pa...2022-04-0425 minThe Account Experience Podcast“Experience is the Future” CPG Industry Roundtable with Coca Cola HBC, Heineken, and Anheuser BuschIn this very special episode host Adam Dorrell is joined by three mega-brands in the FMCG business, all working hard on improving their Account Experience.
Three senior executives discuss how they have accelerated their business transformation journey: Stuart Ward, head of Sales Capability Coca-Cola HBC; David Aynat, Senior Director of BEES and Head of B2B for Anheuser Busch (USA) and Roderik Rosenbaum, Global Director, Route to Consumer and Sales Capability of Heineken.
Learn how COVID accelerated change in their business, with the digital agenda becoming the number one priority. Acting fast was essential, and v...2022-03-0245 minThe Account Experience PodcastYou Owe Your Customers an Answer w/ Michael BrandtMichael Brandt has had one of the most comprehensive B2B customer experience careers of anyone I’ve met. With more than 25 years in customer feedback culminating in the role of Group Vice President of ABB Group, he has led global Voice of Customer Programs, and rolled out training to 35,000 people in an 18 month period.
In this fascinating podcast, Michael shares how to tackle customer complaints using a technique based on Don Peppers “5 A’s”: Acknowledge, Apologize, Amplify, Ask, Act. He explains how Japan’s business culture requires special navigation. And how you need to change organizational culture to s...2022-02-1641 minThe Account Experience Podcast2x‘ing Value With Promoters Featuring Justin Warren @ WajaxA glance at the website of Wajax will explain the scope of their services. The company was founded in 1858, and is one of Canada’s longest standing and most diversified industrial products and services providers. The images are of enormous construction machines - but it’s all about the people in the business, says Justin Warren of Wajax, guest on this week's Account Experience Podcast.
Justin, who is Senior Vice President at Wajax, is responsible for the company's industrial parts and engineered repair services business. Over the last three years he led the team developing the Voice of Cu...2021-12-1735 minThe Account Experience PodcastFighting The Fear of Feedback w/ Cara CrislerOur host Adam Dorrell is joined by Cara Crisler, an accredited non-violent communication trainer. And in this fascinating episode, we go deep on how to 'fight the fear of feedback' with a few tips on how to best communicate in a non-violent way. Adam and Cara are also joined by our host from season 1, Cary T. Self. Are you afraid of receiving feedback whether it be positive or negative? Well, this is the episode for you!
2021-12-1745 minThe Account Experience PodcastYour Customer Experience Needs To Be a Little More PunkAdam Dorrell is joined by Adrian Swincoe, Independent advisor, speaker and best-selling author on customer service, experience, and engagement. His books include "How to Wow" and best-selling "PunkCX", which celebrates the anti-"prog rock" approach to doing customer experience simple and fast (as opposed to doing complicated, self-indulgent research projects with 10 minute guitar solos).
Adrian talks about his new book, "PunkXL", which is all about experience leadership. He talks about the "Quadrification" of our current times and about how he is "in service to service" - and gives a great piece of advice about why l...2021-11-0149 minThe Account Experience PodcastAccount Experience + Customer Success = A Winning Combo for VonageIn this episode, Adam and Dave are talking to Ethan Douglas and Victoria Montague from the Customer Success team at Vonage. They dive into the Customer Success tactics the various business units at Vonage are using to retain and grow accounts. If you're looking for tactical insights to improve your experience program, this episode is for you.
2021-10-251h 02The Account Experience PodcastWinning on Purpose with Fred ReichheldAdam talks with the father of NPS, Fred Reichheld about his new book, "Winning on Purpose". Adam and Fred dive deep on the origins of NPS, how companies are doing it right (and wrong), NPS's accounting companion "Earned Growth", and how digital transformation has made the metric even more powerful.
2021-10-0647 minThe Account Experience Podcast10 Years of CX Success From a One-Page Strategy with Wolters KluwerToday's hosts:
Adam Dorrell, CEO of CustomerGauge, and Adam Ramshaw, Head of Genroe, an Australian-based consulting company and CustomerGauge reseller that Helps B2B organizations grow with customer feedback, Net Promoter Score, and retention services.
Today’s guest:
Janine Scott, Direction Operations for Wolters Kluwer Asia Pacific. Janine is based in the Sydney Australia HQ and has evolved the customer experience program over a decade, and also had a variety of roles, all with a customer flavor in areas of commercial, process, or strategic.
Adam Dorrell, CEO of CustomerGauge, and Adam Ramshaw, Head of Genroe talk with Janine S...2021-09-2028 minThe Account Experience Podcast100% Response Rate, 98% Retention Rate, 80% Referral Rate, Oh My!In today's episode of the Account Experience Podcast, Adam Dorrell is talking with the CEO of ICON, Helen Hickin. You read the title correctly. Helen and her team have been able to achieve a 100% response rate, a 98% retention rate, and an astonishing 80% of new business comes from referrals. If that's not a world-class experience program, I don't know what is.
Sit back a listen to Helen as she discusses the nuts and bolts of the ICON experience program and how it works.
2021-09-1431 minThe Account Experience PodcastYour Passives and Non-Respondents Need More Attention!Adam and Dave talk with Customer Experience Guru, Maurice FitzGerald. Maurice has had an extensive career in CX working with some of the largest tech companies in the world. In this episode he dives into predictive NPS, why it's so important to spend more time with your passives, the most important people to get to respond to your surveys, and the best (and worst) department for a B2B experience team to live.
2021-09-0649 minThe Account Experience PodcastHow Briggs Went From Single Digit Response Rate To Over 20% In 8 MonthsThey say "Every day is a school day", and I continually learn from our guests on The Account Experience™ Podcast. Today's lesson was how Briggs Equipment doubled their CX response rate, by thanking customers and giving to charity!
I was delighted that GEMMA BEDDOW from engineering equipment specialist Briggs shared details of their #AccountExperience program with myself and Liam Prince. She discussed how they turned around their #NetPromoter program to deliver the best #b2b experience to their clients. Gemma explained how they tie #NPS to #retention, make sure that staff embrace all feedback (positive or negative or bad) and make...2021-08-3027 minThe Account Experience PodcastThe Role of VoC at AmdocsAdam and Dave are talking with Tzachi Ben-Sasson, Organizational Psychologist and Head of Global Voice of the Customer at Amdocs. Tzachi talks about how he uses WIIFM (What’s in it for me?) to create a better experience for their customers. The idea is to create win-win situations for all parties participating in the program, including C-suite, account managers, and also customers, who often can be resistant to feedback programs.
Tzachi also goes into the importance of tying revenue to your program; making sure account managers are bonused on getting feedback and then enacting it to make the...2021-08-2337 minThe Account Experience PodcastThe One Book That Will Change Your B2B CX Program ForeverAdam is joined by Ian Luck, VP of Marketing at CustomerGauge to talk about the latest book, "The State of Account Experience, B2B NPS and CX Benchmarks Report". In the book you'll not only find industry benchmarks, but you'll also learn actionable tips on measuring feedback, acting on feedback, growing revenue from your program, cultural changes to make it work, and stories from some of the best B2B companies in the game. Download the book for free here: https://customergauge.com/ebook/b2b-nps-and-cx-benchmarks-report
2021-08-1619 minThe Account Experience PodcastHow Rentokil Is Building Their Brand On Exceptional ExperienceAdam and Dave are joined by Randolph Carter, Director of Marketing at Rentokil to talk about how Rentokil is building a global brand on experience.
2021-08-0927 minThe Account Experience PodcastHow SugarCRM is Using Account Experience to Build Customers for LifeEverything SugarCRM does from a strategic planning standpoint if rooted in one question: Will the help us turn this into a customer for life? Today Adam and Dave are talking with Chris Pennington, Chief Customer Officer at SugarCRM to see exactly how they're making that a reality.
2021-08-0243 minThe Account Experience PodcastBuilding a World Class Experience Program at DHL Supply ChainDHL is doing Account Experience right. With 60% contact response rate, over 90% account response rate, and 100% close the loop rate they know a little something about putting processes in place to build a world-class program. In today's episode, Adam and Dave are talking with Markus Engel, VP CDO Performance Management at DHL Supply Chain about how he's been able to achieve this and what's next.
2021-07-2637 minThe Account Experience PodcastHow Just Eat Takeaway.com is Bringing the Restaurant Experience to Home DeliveryToday Adam and Dave are joined by Lucinda Anderson, Commercial Excellence Manager at Just Eat Takeaway.com. Lucinda is going to share how they used customer feedback to revolutionize home food delivery during the past year.
2021-07-1240 minThe Account Experience PodcastHow Sure is Changing the Game in Telecom ExperienceThere's no harder industry to run an experience program in than perhaps telecom. Everyone and we mean everyone, loves to hate on their telecom provider! But Sure is doing things a little differently to change the experience with their customers. Today Adam and Dave are talking with Charlotte Dunsterville, Chief Consumer Officer at Sure to see how they're doing it.
2021-07-0540 minThe Account Experience PodcastHow SuperOffice CRM is Continuously Improving Their Experience ProgramSuperOffice CRM has been running an Account Experience program for over 5 years now. It's part of the reason they were able to secure private equity funding. And keeping employees engaged and excited about growing the program is a huge part of their success. In this episode, Hans Gronsleth is talking with Adam and Dave on how he motivates the front line to continuously improve the program.
2021-06-2837 minThe Account Experience Podcast3rd Party Cookies And The Increased Need To Focus On RetentionPlease welcome season 2 hosts, Adam Dorrell and Dave Barber as they welcome Bob Mcninch to talk about the upcoming changes around 3rd party cookies and what it means for CX professionals.
2021-06-2143 minThe Account Experience PodcastHow UX Impacts Customer Experience with Object EdgeIan and Cary are joined by Kelly Rader, VP of Digital Experience at Object Edge to talk about user experience and how it affects the overall customer experience.
2021-05-1232 minThe Account Experience PodcastHow Eaton Ensures Excellent Experience From Wholesaler to End UserEaton is a Global organization with a complex distribution model. In this episode, Renan Cardoso talks about how he implemented an NPS program to ensure an excellent experience all the way from wholesalers to the end-user.
2021-04-2642 minThe Account Experience PodcastHow Effortless Office Unlocked Their Customers Voice with NPSEffortless Office was crushing it with a 98+ CSAT score and everything was great... Until they lost a customer with no warning and no idea why.
2021-04-1941 minThe Account Experience PodcastHow Heineken Leveraged CX to Grow When Bars were Shut DownIt's been over a year since most of us have been able to step foot in a pub. Yet, Heineken has been able to leverage their CX program to stay in touch with bar owners and even grow their footprint. We're talking with Stefan Visser, Lead VoC program & Scrum Master CX @ Heineken to see just how they did it.
2021-04-1236 minThe Account Experience PodcastNPS vs. CSATToday Ian and Cary are talking about the pros and cons of NPS and CSAT and how to grow your business based on customer feedback.
2021-04-0531 minThe Account Experience PodcastNPS vs. CSATToday Ian and Cary are talking about the pros and cons of NPS and CSAT and how to grow your business based on customer feedback.2021-04-0535 minThe Account Experience PodcastYour Frankenstein CX Tech Stack is Causing Churn!Today we're talking CX tech stacks! But more importantly, how a bad tech stack leads to unhappy customers and leads to churn.
2021-03-2927 minThe Account Experience PodcastWant That Next Promotion? Start Connecting Drivers to RevenueIn this episode, Cary and Ian explain what drivers are and how you can become the superstar in your organization if you start connecting them to revenue.
2021-03-1826 minThe Account Experience PodcastCreating Super Promoters For Your BrandPromoters are promoters, right? Well, sort of. But what if you could turn your promoters into super promoters? Ian and Cary talk about the different ways to activate your promoters to actively refer your business.
2021-03-1136 minThe Account Experience PodcastTying Revenue to Your B2B Experience ProgramDo you tie revenue to your B2B experience program? If you do, you're in the very small minority. We found over 2/3 of companies don't actually do this! So today we're getting granular and talking about how to begin the journey to tying experience to revenue.
2021-03-0430 minThe Account Experience PodcastCommitting to CX at All Levels of the Organization with H&R BlockToday we welcome Hilary Zaharko, VP of Marketing, and Carla Lestinho, Client Experience Manager at H&R Block Canada. We dive deep into their tactics for disrupting and acting on feedback at all levels of the organization.
2021-02-2546 minThe Account Experience PodcastNot Tracking Referrals? You're Leaving Money on the Table!Referrals are your secret weapon weapon to monetizing your experience program. In this episode we dive deep on how companies are utilizing (or not utilizing) referrals to grow their business.
2021-02-1525 minThe Account Experience PodcastHow Intuitive Health Used NPS to Grow During a Global PandemicToday we welcome David Apple, CMO at Intuitive Health, to the show. David is going to outline how he used NPS to pivot and deliver exceptional experience to grow during the pandemic.
2021-02-0849 minThe Account Experience PodcastTraining to Retaining w/ Tom Studdert of ZoominfoToday we welcome Tom Studdert from Zoominfo to the show. If you want to learn how to increase customer retention through training and education, this episode is for you. Tom dives deep into "training to retaining", including how he was able to achieve 98.5% retention at Zoominfo.
2021-02-0153 minThe Account Experience PodcastClosing The Loop as Fast as Humanly Possible w/ Ondrej Sedlacek @SatismeterToday we’re excited to welcome Ondrej Sedlacek to the Account Experience podcast!
Ondrej is the Co-founder of SatisMeter, an NPS and experience software based out of Prague. And in exciting news, CustomerGauge and SatisMeter recently solidified a great partnership which we’re all very pumped about.
In this episode, Ondrej talks about the importance of closing the loop as quickly as humanly possible. And he even has a few cool tips to do it real-time while your customers are either still in your product or using your service. You won’t want to miss this one...2021-01-2538 minThe Account Experience PodcastB2B Benchmarks Series - CX Adoption & MappingToday we dive into part 2 of the quick-hitting experience benchmarks episodes. In this episode, we'll be exploring benchmark data centered around whether or not "CX is deployed throughout your organization" and "have you developed a thorough customer journey map" both data points are related as we'll explain in the episode. Some really interesting benchmarks to review here so let's dive on in.
2020-11-2425 minThe Account Experience PodcastB2B Benchmarks Series - Account SentimentHi all! We're going to switch things up a bit. We've received a lot of feedback from you all requesting a few B2B benchmarks ....and guess what? You're in luck! Today we're kicking off a new mini-series on B2B experience benchmarks with our yet to be released benchmarks data consisting of over 1,000 responses from B2B companies of all shapes and sizes across the globe. In this first episode, we cover Account Sentiment. More specifically, measuring how many contacts per account you should have to get account sentiment. So without further ado, let's kick off the first...2020-11-2028 minThe Account Experience PodcastCulture Club - How Gaugies Celebrated Diwali Digitally This YearLet me be the first to wish everyone a happy Diwali! This is one of CustomerGauge's favorite traditions internally with great food and even better company. This year, however, we did things a little differently. Here's a hint, it involves our CEO and COO schlepping around Amsterdam to deliver food in person to our EU Gaugies and free delivered food to our US Gaugies. In today's episode, we'll dive into a few details on how your company can also keep culture alive in a digital-first world and why celebrating is more important than ever. Once again happy Diwali and...2020-11-1324 minThe Account Experience PodcastHow to Operate a World-Class Experience Program Globally w/ BisnodeToday we're joined by Marianne Mølgaard, she's the group Customer Engagement Manager at Bisnode. And Marianne recently had a great Linkedin post go viral which detailed her global experience program at Bisnode. And full disclosure here guys, Bisnode is a customer of CustomerGauge, but man is their story interesting. And Marianne doesn't hold back. She gives us all the great details on how she operates a program globally across markets, how she rallied teams internally around the customer, and even how the program has impacted Bisnode's business. This is a can't miss for anyone operating a global program. W...2020-11-0346 minThe Account Experience PodcastThe Formula For Long-Term Customer-Centric Growth w/ Dennis Geelen @Zero InToday we're joined by Dennis Geelen, the founder of Zero In, a boutique consulting firm based out of Ontario, Canada. In this episode, we talk about Dennis' fantastic new book "The Zero in Formula". It's a #1 Bestseller on Amazon and a great read for any experience professional out there listening. This was a super interesting talk filled with case studies, formulas, real-life actionable takeaways to help you better engage with your customers. I know you're going to get a ton of value out of this talk, so let's dive right in.
2020-10-2144 minThe Account Experience PodcastThe Path to 80 NPS & Revenue Growth w/ Brian HodgeThis week we welcomed Brian Hodge to the show. Brian is a Leadership Consultant at Dame Management Strategies but also just happened to be the previous champion at Soccer Shots, one of our customers. While at Soccer Shots Brian was the Director of Franchise Operations and he ran their NPS program for the entire brand across the United States.
This talk was a killer example of a champion using data and tying it to financial outcomes. Her literally correlated profitability and growth to hitting a specific NPS score. It's a fascinating episode and I can't wait for...2020-10-1649 minThe Account Experience PodcastGetting Employee Experience Right w/ Camilla Scholten, COO @ CustomerGaugeToday we're joined by our very own co-founder and COO Camillia Scholten. In this talk, we dove deep into Employee Experience. Camilla walked us through how she adapted our employee experience program during COVID and how investing in education is setting CustomerGauge up (and our clients) for the future. There are a ton of strategic and tactical nuggets in this one you won't want to miss it! Let's dive right in.
2020-10-0547 minThe Account Experience PodcastAre You Gaming Your Way To Failure?Today we're talking about gaming. No not Nintendo, Xbox, or Playstation. Though Cary and I would love to do an episode on that as well. Today we're talking about all the different ways you can game a net promoter system. In this episode, we tell you why most gaming is bad for your company, how to spot different types of gaming, and yes even how to eliminate gaming and still incentivize the right activity. We love this topic so without further ado lets dive right in.
2020-09-2241 minThe Account Experience PodcastThe Power of Referral-Driven Revenue w/ Adam Dorrell, CEO @ CustomerGaugeToday we're excited to have a special guest, our very own CEO and Co-founder of CustomerGauge, Adam Dorrell.
In this episode, we focused on the ROI of experience-based referrals. And as a CEO, Adam is really passionate about making sure companies tie their referral revenue to their experience programs and he's pretty candid on why. Let's dive into the latest episode.2020-08-2832 minThe Account Experience PodcastThe 3 Things You're (Probably) Doing Wrong in Your Experience ProgramIn this episode, we're exploring the "3 things you're (probably) doing wrong in your experience program." And we're basing this episode on the hundreds of conversations we've had with prospects and early-stage customers over the years. And you know what, Cary and I have even made these mistakes ourselves back in our program days. So, what are they? Let's dive in and find out!
2020-08-2635 minThe Account Experience PodcastExperience MythBusters Pt 2 w/ Trishaala Chengappa, VP of Product @ CustomerGaugeIn part 2 of what we're calling Experience MythBusters, we're tearing down the remaining 2 experience myths, specifically, the perceived effort needed to stand up a software investment for your experience program and prioritizing other programs (like a CRM implementation) ahead of your customer program. We're again lucky enough to be joined by Trishaala Chengappa our very own VP of Product at CustomerGauge to help us bust these things. Let's dive right in.
2020-08-2426 minThe Account Experience PodcastExperience MythBusters Pt 1 w/ Trishaala Chengappa, VP of Product @ CustomerGaugeIn part 1 of the Experience MythBusters episode, we're tearing down 2 experience myths we hear from prospects all the time, specifically, data should live with one department and the second one being, you need a dedicated experience team to run your program. And we're even joined by Trishaala Chengappa our very own VP of Product at CustomerGauge to help us bust these things. So get ready for part 1 and let's dive on in!
2020-08-2130 minThe Account Experience PodcastThe (Not So) Hidden Cost of Building Your Experience Program InternallyMy co-host Cary and I are both highly qualified to walk you through the (not so) hidden cost of building your experience program internally because we've both built programs at previous companies by stitching together a bunch of different software. And yes we suffered through using manual excel sheets and yes the data was days delayed, you name the mistakes, we have probably made them. But here's the thing, most companies underestimate the true cost of building a program internally. In this episode, we dive into everything you should consider before making the leap to building internally. So without...2020-08-2039 minThe Account Experience PodcastThe Most Important Experience Metrics You're (Probably) Not MeasuringIn this episode, we're going to cover the most important experience metrics you're probably not measuring. We get into 4 specific experience metrics that will not only completely change the way your program is run, but set you up for more revenue growth in the process. SO what are they? You'll have to tune in and find out, let's get to it!
2020-08-1039 minThe Account Experience PodcastCulture Mechanics—No B.S. Tips To Creating a Winning Experience CultureDo we ever have a good one for you today! My co-host and I dive into Culture Mechanics. Now I know what you’re thinking, but Ian, the first episode was on culture how could we possibly do another episode already? Well because it’s important. Really important! And In this episode, we talk about the 3 pillars of Culture Mechanics: people process and product. The 3 P's if you will. So sit back, relax, and let’s dive on in!
2020-08-0749 minThe Account Experience PodcastWhy Your Journey Map Should Be Ugly (& Drawn w/ a Pencil)Hello everyone and welcome back to another episode of the Account Experience Podcast. And in this episode, we dive into often misunderstood experience activity: journey mapping.
In this talk, we cover a bunch of things like why you shouldn't spend time and money to design out your journey map so it looks pretty. Why you should focus on a Minimum Viable Product version 1 of your journey map, and why your journey should constantly change as your organization learns to optimize touchpoints.
If you're just starting or right in the middle of mapping your touchpoint or Account journey, this is t...2020-08-0453 minThe Account Experience PodcastResponse Rate: The Foundation of Your Experience ProgramHello everybody and welcome back to the Account Experience Podcast. And I'm excited about this next episode because it's something near and dear to my heart as an experience and marketing professional. Can you guess what it is? That's right, today my co-host and I dive into response rates.
And we go deep. We talk about why you should care about response rate and what low response rates could mean for your business. We dive into a great list of tactics that will help you increase your response rates like testing the sender, subject line, sending time, we ta...2020-08-0447 minThe Account Experience PodcastWant to Reduce Churn? Close The LoopHello everyone and welcome back to another episode of the Account Experience Podcast. And in this episode, we cover one of our favorite topics: closing the loop.
In this talk, we cover why you're guaranteed to churn accounts if you do not close the loop. how you can properly close the loop (or as Cary coined, feed the loop) at every level of the organization (front line, middle mgmt, c-level) and our own personal journey and learnings gained through our close the loop process.
It's pretty clear guys, if you want to start reducing account churn, you need to close the lo...2020-08-0431 minThe Account Experience PodcastWhy Culture is Your Secret Experience WeaponHello everyone and welcome to the inaugural episode of the Account Experience podcast, where we dissect how some of the world's top brands are leveraging exceptional B2B Account Experiences to create passionate advocates and drive significant revenue growth.
And we couldn't be more excited that our first episode is all about creating a culture of action around your experience program.
In this episode we'll cover how you can effectively anchor your program in culture to drive buy-in and action, some tips and tricks to keep the c-level bought into your program, and how to motivate an entire company to se...2020-08-0442 min
The SaaS Marketing ShowHow CustomerGauge Organically Generated over $2million and 30k Downloads With A Research Report- Episode 015This week we chat with Ian Luck, VP of Global Marketing at CustomerGauge and learn all about how his team are building out research reports that drive millions of dollars in sales.2020-07-0628 min
CHURN FMEP36 | Adam Dorrell (CustomerGauge) - You’re using Net Promoter Score (NPS) wrong! Segmentation is the 🔑 key to retentionToday on Churn.fm, we have Adam Dorrell, the CEO and Founder of CustomerGauge. In today's episode, we talked about the importance of Net Promoter Score or otherwise know as NPS, why it's more than just a metric, and how companies can implement NPS results into their workflow.We also discussed why customer feedback is an impactful growth lever, how to reach out to customers strategically, and how you can make feedback actionable.Adam also shared the one question that he hopes more businesses ask, and his insights on things that worked at C...2019-11-2038 min