Shows
Wear Who You AreRespect The Journey: Notes On Traveling Through AsiaIn the newest episode of Wear Who You Are, Natalie opens up about her month-long adventure through Asia, sharing some valuable lessons she picked up along the way. With stops in Thailand, Cambodia, and Japan, she reflects on the theme of respect. It can be strange, reconciling life in America with the incredible cleanliness and respect for public spaces she witnessed in places like Tokyo and Bangkok. Nat shares how the principle of loving-kindness influences interactions with both the environment and each other. There’s a refreshing take on shopping, too (of course!)—she noticed how shopping in these coun...2025-02-1935 min
Customer First ThinkingThe B2B Journey Map: An Interview with Jim Tincher, President, Heart of the Customer B2B companies tend to be laggards when it comes to delivering a superior customer experience, focused more on selling than servicing. But as a result of digital disruption, they have finally begun to embrace the need for a better post-sale journey, according to Jim Tincher, a leading expert in B2B experience design.2024-12-1259 min
Retain: The Customer Retention PodcastCustomer Experience Expert: Why Emotions Are Important, Changemakers Vs. Hopefuls & You Need To Meet Your CustomersIn this Greatest Hits episode, Lauren is joined by customer experience expert, Jim Tincher. Jim is the Founder and CEO of Heart of the Customer, a customer experience consulting firm which seeks to map out customer journeys in order to increase engagement and loyalty. As well as leading customer engagement initiatives at Best Buy, Jim was the second person in the world to receive a Certified Customer Experience Professionals (CCXP) designation. All of this experience led Jim to publish his most recent book, Do B2B Better: Drive Growth through Game-Changing Customer Experience, which is considered a must-read within the...2024-07-1638 min
CX Leadership Talks#25 Four ways to organize CX in the most effective ways, with Jim TincherIn this episode of CX Leadership Talks, host Nienke Bloem engages in a interesting conversation with customer experience expert Jim Tincher, CEO of Heart of the Customer. They delve into the complexities of customer experience and leadership, emphasizing the importance of understanding and addressing the needs of both customers and business executives.
Jim shares key insights from his research on different CX team structures, highlighting their strengths, weaknesses, and real-world examples. The conversation also delves into the significance of data in driving business outcomes, staying energized through learning and community involvement, as well as the need for...2024-06-2449 min
CX Leadership Talks#23 Exclusive Insights: 7 Key Learnings from CX Leaders Advance 2024 with Nienke BloemWelcome to an insightful episode of CX Leadership Talks! Join host Nienke Bloem as she shares 7 key learnings from the CX Leaders Advance 2024 event in Denver (April 30 - May 2). From diving deep into data to embracing AI opportunities, Nienke provides valuable insights for CX leaders looking to enhance their practice.
Her seven most important take aways:
Dive deep into the world of data. Build your web of data and link your CX metrics to those metrics that are of importance to the business. Thanks for this wisdom Roxana (Roxie) Strohmenger, CCXP.
Have your AI Strategic plan a...2024-05-2924 min
Retain: The Customer Retention PodcastCustomer Service Rockstar: Understanding Neurodiversity, How to Retain Neurodiverse Employees & Customers & How to Understand Your AudienceIn this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza talks with Peter Shankman, a six-time bestselling author, entrepreneur, keynote speaker, and host of the Faster than Normal podcast. Together, Lauren and Peter discuss how companies can retain neurodiverse employees while also creating neuro inclusive workplaces, how to include and retain neurodiverse customers, and how to understand your audience. Peter is a renowned expert in customer service, a Futurist in Residence at BluShark Digital law firm, and founder of Shankminds: Business Masterminds. He is also a keynote speaker focussed on the importance of neurodiversity at work a...2024-05-2822 minRetain: The Customer Retention PodcastThe Godfather of Customer Experience: Don’t Forget To Be Human, Find Your Superpowers & Bring Empathy To WorkIn this Greatest Hits episode, Lauren is joined by customer experience expert, Bruce Temkin. As the Head of Qualtrics XM Institute, Bruce works with the world’s most comprehensive resource for experience management professionals. Often referred to as the “Godfather of Customer Experience”, Bruce is renowned for defining and propelling the disciplines of customer experience and experience management.In the episode, Lauren and Bruce discuss the importance of being a student of human beings in marketing, the history of customer experience, and the power of empathy.To find out how you can turn visitors and occasional buyers...2024-05-2128 min
Retain: The Customer Retention PodcastEmail & SMS Guru: Dominating the Wild West of Email Marketing, The Power of User-Generated Content & Why Your Email Marketing Campaigns Aren’t WorkingIn this Retain: The Customer Retention Podcast episode, Lauren DeSouza talks with Ben Billups, founder of NOBLE, a leader in the email marketing industry. Join them as they discuss actionable tactics for email & SMS deliverability, like finding your local maximum, how to stay on top of future industry updates, explain why some email marketing campaigns fail, and analyse the power of user-generated content. Ben is a two-time founder who has generated $26M+ in email & SMS revenue. At his company, NOBLE, for two years Ben has been leading the email and SMS marketing industry with a healthy mix of a...2024-05-1426 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipDO B2B BETTER: Drive Growth Through Game-Changing Customer Experience with Jim TincherToday's episode features a deep dive with Jim Tincher, an expert in enhancing B2B customer experiences. Prepare to be captivated by a discussion that's not just insightful but also instrumental for anyone keen on driving meaningful business growth through customer experience.Jim Tincher:Jim sees the world in a special way: through the eyes of customers. This lifelong passion for customer experience (CX), and a thirst for knowledge, led him to found his journey mapping and customer experience consulting firm, Heart of the Customer (HoC). In the years since HoC’s dedicated te...2024-05-1334 minRetain: The Customer Retention PodcastHelloFresh CRM Lead: Time To Be Novel, Making Customers More Than Profit & Cracking The Database CodeIn this Greatest Hits episode, Lauren is joined by Alice Clark, the International CRM Lead for HelloFresh Market. HelloFresh, the German-based meal kit giant, are the largest meal-kit provider in the United States. As a “results-oriented automation nerd”, Alice champions marketing automation and synchronizing valuable data between all aspects of the CRM system.In the episode, Lauren and Alice discuss why content is your main tool for building relationships with customers, the importance of putting yourself in the customers’ shoes, and how large companies can give that personalized, small company service.To find out how you can tu...2024-05-0731 min
The CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe B2B Experiences you Create are Rooted in Emotion: CX Expert, Jim TincherB2B isn't just all about logic – it's also about emotion!
Author and CX Expert Jim Tincher drops some seriously eye-opening knowledge on building trust, connection, and ease of doing business for major results. He reveals how to create moments of genuine delight in your B2B experiences to drive long-term success.
Tune in to the CX & Culture Connection Podcast hosted by Matt Egol for the full scoop here https://youtu.be/gjs0-YEE4q4
#B2Bexperience #CX #B2Bbranding #brandingexpert #customerexperience
0:00 – Preview of Episode
0:14 – Intro of Guest Jim Tincher
0:41 – Emotional north star and why is f...2024-05-0636 min
Retain: The Customer Retention PodcastCRM Lead at TikTok: Airbnb's Secrets to Marketing Success, Understanding Customer Preferences & Using AI to Gain a Competitive EdgeIn this episode of Retain: The Customer Retention Podcast, Lauren DeSouza talks with Giovanni Zacchia, an experienced Growth Marketing Lead and Senior CRM Lead at TikTok. Together, they discuss keeping up with technology in CRM, using AI to gain a competitive edge, and leveraging mobile technology to improve customer service. Giovanni has a vast amount of experience working with some of the best companies in customer retention and growth marketing, such as TikTok, Airbnb, Olio, Miro, HotelTonight and Coinbase. He has been working in CRM for over eight years, specializing in high-growth tech companies and mobile-first businesses. In G...2024-04-3029 minRetain: The Customer Retention PodcastSubscriptions Expert: Stop Subscription Stressing, Create Customer Experience & Dig Into The WhyIn this Greatest Hits episode, Lauren is joined by subscription expert, Matthew Holman. Over the years, Matthew has worked with hundreds of brands to help transform their subscription models. Matthew is also the Head of Growth at QPilot, a platform which offers merchants dynamic and flexible software to manage their repeat orders. During their conversation, Lauren and Matthew discuss what makes the subscription model work, the biggest mistake companies make in the subscription space, and some actionable tips to try for your own subscription model.We need your help! We want to know what you enjoy abou...2024-04-2332 min
Retain: The Customer Retention PodcastAampe's Head of Growth: Unleashing AI in Customer Retention, The Power of Copywriting & From Electrical Engineer to MarketerIn this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with James Laurain, Head of Growth at Aampe. Together, they discuss James’ journey from electrical engineer to marketer, the power of copywriting, and how to use the capabilities of AI for customer retention.James has vast experience in leveraging B2B content strategies and copywriting to engage and retain customers. At Aampe, James spearheads the first truly AI-driven approach to CRM Marketing Automation, which allows apps to create personalized, omni-channel customer experiences to increase customer engagement and retention. A man of many talents, James is the Founder an...2024-04-1632 minRetain: The Customer Retention PodcastGoogle Ads Mastermind: Don’t Be A Perfectionist, Balance Your Retention & Don’t Put All Your Eggs In One BasketIn this Greatest Hits episode of Retain: The Customer Retention Podcast, Lauren DeSouza welcomes Jem Bourouh to the podcast. Jem is a serial entrepreneur from Germany. With his Google Ads agency Adcubator, Jem has spent more than $310M profitably. After being in the DTC space for more than 4 years and bootstrapping his own e-commerce brands, Jem’s is now investing in and acquiring other marketing agencies and ecommerce brands.Over the course of the show, Lauren and Jem discuss how to find the balance between prioritizing retention or growth, ways to find profitability through ad-spending, and how some co...2024-04-0928 min
Retain: The Customer Retention PodcastFounder of CX Journey: The 3 Key Questions Every Company Needs to Ask Itself, Becoming an Expert in Organizational Culture & How to Harness Predictive AnalyticsIn this episode of Retain: The Customer Retention Podcast, Lauren DeSouza speaks with Annette Franz, Founder and CEO of CX Journey. Together, they discuss the importance of culture, predictive analytics, and understanding the needs of employees and customers.Annette is a multi-award winning customer experience expert and author. She has over 30 years of experience helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, and the overall experience, and designing employee and customer experience strategies to deliver a better experience for all. Annette is also an official member of the Forbes Coaches Council, an invitation-only...2024-04-0226 minRetain: The Customer Retention PodcastFormer Director at Sony: Gamify Everything, Get Out Of The 90s & The Importance of Customer ExperienceIn this episode, Lauren is joined by Nicolas Babin, a strategic advisor and consultant. Nicolas’ background as a serial entrepreneur, executive, and board member has spanned from startups to multinational tech giants, such as Sony. Today, Nicolas gets excited by opportunities to help innovative companies achieve profitable growth and key business goals.This time, Nicolas and Lauren discuss why companies need to be prioritizing customer experience, how gamification can help your customer retention marketing strategies, and the ways in which marketing focuses have shifted over the years. We need your help! We want to know what you enjoy abo...2024-03-2640 min
Retain: The Customer Retention PodcastCo-Founder of Exit Your Way: Understand Your Secret Sauce, Give Cutting Edge Customer Service & What a Marketing Dream Team Looks Like!In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Damon Pistulka, the Co-Founder and Managing Director of Exit Your Way. Together they discuss recognizing the need to improve customer retention, the increasing role technology is playing, and what a marketing dream team looks like. Damon is the Co-Founder and managing director of Exit Your Way, where he helps founders increase business value, prepare for sale, and then sell their businesses. His vast experience running businesses and consulting has given Damon a unique perspective on turning businesses around to make them more profitable. We n...2024-03-1936 minRetain: The Customer Retention PodcastSuperfan Expert: How To Create Superfans, 5 Keys to Customer Retention & Treat Customers How You Want To Be TreatedIn this Greatest Hits episode of Retain, Lauren is joined by Brittany Hodak, an international keynote speaker and award-winning business leader. Brittany is widely regarded as a ‘go-to source’ for generating and retaining superfans. She’s also the co-founder of The Superfan Company, a multimillion-dollar fan-engagement agency that has created successful campaigns and products for the likes of Amazon, Disney and Walmart. This time, Brittany and Lauren discuss how to turn your customers into loyal superfans, why companies must understand what makes them superior to their competition, and how to deal with the threat of apathy.We nee...2024-03-1233 min
Practical AI: The Capacity for GoodHow to Really Know What's in the Heart of Your Customer with Jim Tincher, Founder and CEO of Heart of the CustomerIn this episode of Practical AI: The Capacity for Good, Jim Tincher, Founder and CEO of Heart of the Customer, joins James Diel to reveal the true essence of "knowing your customer," share critical tools needed to perfect the customer journey, and delve into the game-changing role of AI and automation in enhancing customer engagement.Jim is a highly acclaimed authority in customer experience and journey mapping, renowned worldwide for his expertise. With a profound dedication to enhancing customer experiences, he has authored two exceptional books: "Do B2B Better" and "How Hard is it to be your...2024-03-0635 min
Retain: The Customer Retention PodcastCustomer Experience VP: Why Staying Connected to the Customer is Paramount, The Power of Saying No in Marketing & Don’t Forget the Long-termIn this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Sara Caldwell, newly appointed Head of Customer Success at OpenAI. Together, they discuss the importance of decision-first customer research for retention, staying connected to the customer with customer facing teams, and not forgetting the long-term. At the time of recording, Sara Caldwell was the VP of customer experience at Dovetail, a customer insights hub helping thousands of teams build better products. Sara draws on her 10+ years of experience in customer focused roles as well as her experience as a high-school teacher in San Francisco. Sara has recently b...2024-03-0527 minRetain: The Customer Retention PodcastCustomer Experience Consultant: Where You Find Loyalty, How You Control Customer Experiences & Why You Need To Treat Customers DifferentlyIn this Greatest Hits episode, Lauren is joined by Adrian Swinscoe, a customer experience consultant and advisor who has been growing and developing customer-focused businesses for over 20 years. Together, Adrian and Lauren discuss what aspects of the customer journey create loyalty, how much control businesses have over customer experience, and highlight that not all customers are the same.Adrian helps companies deliver better customer service and customer experiences in two ways; the first is through acting as an advisor on specific service, experience and engagement issues, and the second is by building internal team and leadership capability via mentoring...2024-02-2731 min
Retain: The Customer Retention PodcastCustomer Retention Maestro: Crafting Unforgettable Customer Experience, The Power of Personal Touches, and How to Utilize Gifting StrategiesIn this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Kris Rudeegraap, the Co-Founder and CEO of Sendoso. Together they unpack the power of personal touches when it comes to customer retention, discussing the importance of humanizing the sales process, and proposing a redefinition of account-based marketing. Kris Rudeegraap is the Co-Founder and CEO of Sendoso, a company that helps businesses engage with customers throughout the buyer's journey. With a focus on trackable, measurable, and scalable strategies, Kris has led Sendoso to provide innovative solutions that enhance marketing ROI and improve customer relationships. Here’s...2024-02-2026 minRetain: The Customer Retention PodcastCustomer Experience Legend: Customer Service Hasn’t Changed, Don’t Spend On Socials & Loyalty Needs EmotionsIn this Greatest Hits episode, host Lauren DeSouza is joined by Shep Hyken, the Chief Amazement Officer for Shepard Presentations. On the show, Shep and Lauren discuss the importance of building an emotional connection with your customers, how crucial it is to give your customers the service they expect, and why companies need to avoid obsessing over longevity and instead focus on the next time, every time.Shep is an experienced speaker and an international authority on all things customer service, customer experience and loyalty in business. He is the best-selling author of eight books and has worked...2024-02-1330 min
Retain: The Customer Retention PodcastCRM Expert: Don’t Try To Convert The Wrong People, What You Need to Know About CRM, & Why Habit Formation is Your Best FriendIn this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Uzair Hamid, Founder and Community Lead of CRM DXB. Together, they discuss the importance of customer relationship management (CRM) in marketing, habit formation for retaining customers, and how to track the success of habit formation measures. Uzair is the Founder and Community Lead of CRM DXB, a CRM and retention consulting company specializing in advising, implementing, automating, and scaling CRM for companies. He draws on his decade-long experience in CRM and passion for community-building and problem-solving to deliver tailor-made solutions to his clients. Prior to this, h...2024-02-0630 min
Retain: The Customer Retention PodcastCOO of Mailchimp: Get Closer to Your Customer and Market, Leveraging the Power of Emotions in Business & What 3 Words Customer Retention Revolves Around!In this episode of Retain: The Customer Retention Podcast, host Lauren DeSouza sits down with Sandeep Dube, the Chief Operating Officer at Intuit Mailchimp. Mailchimp is known the world over as a leading email marketing platform. Together, the duo discuss Sandeep’s role at Mailchimp and their emphasis on customer satisfaction, the use of account management teams and a customer advisory board to ensure customer value and feedback, and why Sandeep's favorite strategy for customer retention revolves around the words simple, considerate and rewarding. Sandeep is the COO at Mailchimp, an email marketing platform beloved by clients for the...2024-01-2332 min
Retain: The Customer Retention PodcastThe Value of Letting Go of Customers with Rand Fishkin, Co-Founder of SparkToroIn this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Rand Fishkin, serial entrepreneur, author and Co-Founder of SparkToro. Together they are playing devil’s advocate, by challenging the business industry's obsession with retention, arguing that there is real value in letting go of customers and discussing effective strategies on how to win them back.Rand is best known as the Co-Founder and CEO of SparkToro, a company where businesses discover the publications and influencers that impact their target audiences. Rand is an influential voice in the world of marketing and entrepreneurship, sharing his knowledge through sp...2024-01-0926 min
Retain: The Customer Retention PodcastMarketing Trends that Defined 2023: The Year of AI, Personalization and Loyalty ProgramsFor the final Retain episode of 2023, to wrap up the year, Lauren DeSouza is looking back over the previous 12 months to identify the biggest marketing trends of 2023. Joining her to do so is Ahmed Khairy, the CEO of Gameball. Together, the duo delve into the impact of AI on marketing strategies, how companies have moved further towards personalized shopping experiences, why user-generated content (UGC) has taken off this year, and much more. Ahmed Khairy is the CEO of Gameball; a leading customer engagement platform that transforms the way CRM marketers and growth teams operate. Gameball’s seamless solution com...2023-12-2835 min
Retain: The Customer Retention PodcastNever Sit in the Lobby with Glenn Poulos of NWSIn this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Glenn Poulos, entrepreneur, author and Executive Vice President of NWS. Together, they unpack the power of cultivating good relationships in business and share key strategies that will show you how to get and stay in front of customers and be a pleasure to do business with always. Having sold his company Gap Wireless back in February 2022, Glenn is now the current Executive Vice President of NWS, a telecom solutions pioneer empowering service providers, integrators, contractors, and organizations with wired and wireless solutions. A serial entrepreneur and e...2023-12-1936 min
Retain: The Customer Retention PodcastShould Your Business Be Subscription Based? With Ben Fisher, CEO of RodeoIn this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Ben Fisher, CEO of Rodeo. Together, they get into whether or not your business should become (or stay as) a subscription based service; how to deal with churn and retention rates; and how to increase revenue through a subscription model!Ben is the Co-Founder and Technical CEO of Rodeo, a consumer-centric subscription platform for challenger Consumer Packaged Goods brands. As one of the leading names in the subscription space, he also hosts Subscription Radio, a podcast dedicated to understanding the nuts and bolts of subscription commerce. 2023-12-0533 min
Retain: The Customer Retention PodcastThe New Customer Journey with Iman ElNashar of eXtraIn this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Iman ElNashar, Digital Commerce and Innovation Regional Director at eXtra. Together, they delve into the evolution of the customer journey over the years, including how technology played a massive role; why people are a business’ strongest asset; and how digital commerce drives customer retention.Iman is currently the Digital Commerce and Innovation Regional Director at eXtra, a large electronics retailer established in Saudi Arabia in 2003 by United Electronics Company. She also founded Product Guys, a community of product owners, product managers, and business analysts in Egypt, an...2023-11-2136 min
Retain: The Customer Retention PodcastCustomer Service is Part of Your Brand with Khaled Alaa, Head of Experience at TalabatIn this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Khaled Alaa, Head of Experience at Talabat. Together, they delve into why customers prefer a consistent, normal product rather than an unpredictable fancy one; what makes quality customer service; and how your customer service is a part of your brand.Khaled is the Head of Experience at Talabat, an online food ordering and delivery platform based in the Middle East. As the Head of Experience, Khaled is responsible for overseeing the user experience design, with a focus on enhancing user satisfaction, engagement, and loyalty. He is also...2023-11-0728 min
Retain: The Customer Retention PodcastHow to Understand Customer Emotions with Adam Toporek, CTS Service SolutionsIn this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Adam Toporek, Customer Service Expert at CTS Service Solutions. Together they delve into how to become the customer’s hero; how to respond to negative and positive emotions of the customer; and unpacking if technology is a hassle for customers or not.Adam is a Customer Service Expert at CTS Service Solutions, a customer experience consultancy that helps organizations deliver “Hero-Class” customer service by focusing on scalable and effective real-world solutions. Prior to this, he was the Co-host of Crack the Customer Podcast. He is further the Author...2023-10-2441 min
Retain: The Customer Retention PodcastSuccessful Conversion Rates with Will Laurenson, CEO of Customers Who ClickThis time on Retain: The Customer Retention Podcast, host Lauren DeSouza sits down with marketing expert Will Laurenson. Will is the CEO of Customers Who Click, a digital marketing agency that specializes in conversion rate optimization. With over a decade of experience in digital marketing, Will has helped numerous businesses improve their website conversion rates and increase their online revenue. Will is known for his analytical approach, his expertise in data-driven decision making, and his highly-rated podcast, Customers Who Click.Together, Lauren and Will delve into the difficulties of taking on all the marketing and retention responsibilities in a...2023-10-1035 min
Retain: The Customer Retention PodcastWhy Airline Loyalty Programs Work with Mark Ross-Smith, CEO of StatusMatch.ComOn the latest episode of Retain: The Customer Retention Podcast, host Lauren DeSouza is joined by Mark Ross-Smith, the CEO and Co-Founder of StatusMatch.com, a platform that allows travelers to obtain elite status with airlines and hotels by matching their existing status with other loyalty programs. Mark is a seasoned executive with over 20 years of experience in the travel industry. By regularly sharing his views on the future of loyalty programs at industry conferences and events, Mark is now considered an airline loyalty thought leader. During the course of their conversation, Lauren and Mark discuss why loyalty programs a...2023-09-2635 min
The Business of Customer LoveUnderstanding the key motivators behind what turns customers into loyal advocates with Jim TincherIn this episode we spoke with Jim Tincher, best selling author and founder of Heart of the Customer.
Jim discussed how identifying and nurturing your biggest brand fans will ultimately drive sustainable, organic growth for your business.
During our chat, Jim also revealed how brands can harness data to create experiences that delights their customers and ultimately turns more into loyal advocates. Hosted by Ausha. See ausha.co/privacy-policy for more information.2023-09-2128 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 12 Episode 1 - Do B2B Better - Jim TincherWe kick of series 12 of the CX superheroes podcast series with an industry legend. There can be few people in CX you'd want to spend time with more than Jim Tincher. We were delighted when Jim agreed to be a featured author in the Lexden CX Book Club and share the 'making of' Do B2B Better. This is a book which captures Jim's learnings which he's comfortable enough to point out include failures and successes. In fact, in the discussion it becomes clear it is earlier failures (or lessons) which have informed the later and more frequent successes. 2023-09-1440 min
Retain: The Customer Retention PodcastWhat the Future of Customer Experience Looks Like with Dave Norton, Founder of Stone MantelThis time on Retain: The Customer Retention Podcast, Lauren sits down with Dave Norton. Dave is a customer experience expert and the Founder of Stone Mantel, a consultancy focused on experience strategy and design. For the last twenty years, Dave has helped companies like Royal Caribbean, Marriott, US Bank and Best Buy set new standards for customer experience strategies. Together, Lauren and Dave discuss how research into customer experience has impacted the world, what the future of customer experience really looks like, and why companies shouldn’t rely on customer personas anymore. We need your help! We w...2023-09-1233 min
Good Government ShowTammy Tincher talks about environmental issues in WVGoing back to hear about West Virginia always makes for a good conversation. With some good planning and luck, tourism might be a boon for Greenbriar County and the state. Join me and my conversation with County Commission President Tammy Tincher. GoodGovernmentShow.com Thanks to our sponsors: National Association of Counties (NACo) Kutztown University Ourco Executive Producers: David Martin, David Snyder, Jim Ludlow Hosts/Reporters: Carol D'Auria and David Martin Producers: Carol D'Auria, David Martin, Jason Stershic Editor: Jason Stershic2023-08-3134 min
Retain: The Customer Retention PodcastThe Game Plan: Demystifying Gamification with Moe Ash, Founder of The CatalystFor this episode of Retain: The Customer Retention Podcast, we’re doing a gamification special! So, who better to join host Lauren DeSouza than gamification expert Moe Ash. Moe is the Founder and Gamification Designer at The Catalyst, an innovative learning and development company that focuses on empowering individuals and organizations through transformative learning experiences. He is a trusted voice in the field having spoken about gamification at events, webinars and on podcasts.During their conversation, Lauren and Moe tackle the psychology behind gamification, whether Duolingo is a bad example of gamification, the best ways to implement gamification in...2023-08-2938 min
Retain: The Customer Retention PodcastMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerIn the new episode of Retain: The Customer Retention Podcast, host Lauren DeSouza is accompanied by customer experience expert and Chief Experience Officer at The Experience Maker, Dan Gingiss. Dan has over 20 years of experience in customer experience, and has held various leadership positions in marketing at companies such as McDonald's and Humana. Dan is also a keynote speaker, podcast host, author and respected voice on all things customer experience. Together, Lauren and Dan delve into why customer experience is all about getting the little things right, why it’s so important to be there when the customer needs you...2023-08-1537 min
CustomerlandThe Emotional Anatomy of Customer ExperienceAre you ready to elevate your CX game? Dive into the intriguing case of Compassion International and discover how emotions have emerged as the most accurate predictor of loyalty. We'll challenge the status quo, discussing why simply eliminating negative experiences might not be enough to foster positive relationships. Embrace the significance of 'emotional wow' and learn how it trumps mere efficiency. Hear from Jim Tincher, CEO at Heart of the Customer, as he passionately expounds on the key role of emotions in service recovery and loyalty. Lastly, don't miss out on the golden opportunity to join a vibrant cohort...2023-08-0821 min