The Power of Culture: Improving CX From The Inside Out

Last Updated January 23rd, 2023

Shannan Berry, TitleOne, Customer Experience, Sales Strategy, The Customer Experience Podcast, CX, title insurance, internal culture, employee experience, CX and EX, EX

Listen to “239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berry” on Spreaker.

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Most companies focus on selling a product. But where the true differentiator exists in many contexts is in selling the person. Even if what you’re offering matches your competitors in terms of cost, you have something they can never duplicate — your unique, authentic, and human-driven experience.

Joining the podcast today is Shannan Berry, VP of Customer Experience & Sales Strategy at TitleOne. Shannan passionately believes that selling people rather than products requires connecting intentionally, building culture, and improving customer experience by improving employee experience.

Shannan has been at TitleOne for nearly a decade, serving in her current and unique customer experience role for almost a year. With a focus on cultivating customer experience, starting with workplace culture, she applies solution-oriented thinking to impact TitleOne and its customers. At some level, CX is the sales strategy.

Today Shannan talks about navigating challenging situations to create an exceptional CX successfully. She also discusses the significant investment it takes to do this, the value of these cultivated relationships, and the importance of employee happiness.

Shannan and I also talked about:

How the company culture at TitleOne serves as a strategic anchor
Why solution-oriented thinking is so effective at building better customer experiences
How you can practically and operationally make employees happy
How thinking like your customer results in exceptional customer experiences
What the benefits of having an incredible CX in your sales strategy are



The Power of Culture: Improving CX From The Inside Out

Hear Episode 239 and every other conversation on The Customer Experience Podcast in your top podcast app …

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We also embed the full conversation and make it searchable right here in these blog posts. The recording with Shannan Berry is right here …

Listen to “239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berry” on Spreaker.





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Video Highlights: The Power of Culture: Improving CX From The Inside Out

Check out the top five video highlights from the discussion with Shannan Berry

1. Customer Experience is an Event



2. Starting From the Inside With Employee Experience



3. Culture, Vision, Values, and Experience



4. Differentiating Through Customer Experience



5. Rediscovering Your Passion in Sales


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Ethan Beute | About The Author

Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and Wall Street Journal bestselling co-author of Human-Centered Communication and Rehumanize Your Business, Ethan Beute collects and tells stories of clearer communication, human connection, and higher conversion through simple, personal video messages. BA: University of Michigan. MBA: University of Colorado-Colorado Springs.

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