Operationalizing Love for Customers & Employees

Last Updated March 25th, 2022

Sue Woodard, mortgage, fintech, Total Expert, BombBomb, The Customer Experience Podcast, operationalizing love, love as a competitive advantage, love your customers, customer experience, love your employees, employee experience


Listen to “191. Operationalizing Love for Customers & Employees w/ Sue Woodard” on Spreaker.

Apple Podcasts | Spotify | Google Podcasts | Amazon


When it comes to conducting business, we often dismiss the word “love” as unimportant, peripheral, or unprofessional. Maybe because it sounds too soft. Or perhaps because it’s not related closely enough to revenue. Whatever the case may be, love is often disregarded entirely.

But nothing is more genuine and honest than love. Sure we love different people and different things differently, but love is love. Love means kindness, compassion, collaboration, and empathy. And when it comes to how we do business, these are all positive characteristics that can enhance customer experience and employee experience.

Today’s guest is mortgage and fintech evangelist Sue Woodard. Sue is a public speaker and Senior Advisor at STRATMOR Group. And she believes that people are hungry for connection and that companies can operationalize love. This leads to increased trust — a notion that’s especially essential to employee relationships.

For Sue, love is a competitive advantage.

Before her role at STRATMOR Group, Sue had a successful career in the mortgage industry in loan origination, sales training, and leadership. She then transitioned into content creation with Vantage Production (now Tabrasa), becoming president and CEO. After that, she joined software company Total Expert as Chief Customer Officer.

Today, Sue shares how freeform conversations are one of the fastest ways to learn how to love people well. Often, it’s not just what you’re doing but what you aren’t doing that creates gaps in communication and experience. When you sit and have honest conversations, it’s easier to close those gaps and show your love for your employees and customers. Sue also talks with me about how video changed her career for the better and some best practices for getting started on camera.

Sue and I also discussed:

Why CX is your customer’s perceptions of your brand
What it means to operationalize love
What the EX-CX connection has to do with humanizing businesses
How to start using video
How CX is team or culture



Operationalizing Love for Customers & Employees

Hear Episode 191 and any/every other conversation of The Customer Experience Podcast in your favorite podcast player …

In your podcast player, please give an extra click to rate the show (or even take a minute to leave a review) – it’s very helpful!


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

Listen to “191. Operationalizing Love for Customers & Employees w/ Sue Woodard” on Spreaker.



BombBomb TheCEPodcast LinkedInHeadlineQuote EP191 SUEWOODARD V2 Quote db copy 2 | BombBomb



Sign up for a monthly email with CX insights and highlights

By entering your email, you are agreeing to receive occasional BombBomb news and communication. We will never sell or distribute your email address to any third party. You can manage your communication preferences here.

View our Privacy Policy.



Video Highlights: Operationalizing Love for Customers & Employees

Check out the top five video highlights from the discussion with Sue Woodard below!


1. Customer Experience Touches Every Stage



2. Love Your Customers, Love Your Employees



3. Voice of The Customer Exercises



4. Operationalizing Love With Journey Mapping



5. Overcoming Buyer’s Remorse With a Video Message


Links Related to This Conversation:



Other Episodes You’ll Enjoy:



Subscribe, Listen, Rate, and Review The Customer Experience Podcast:



BombBomb TheCEPodcast LinkedInHeadlineQuote EP191 SUEWOODARD V2 Quote db copy 3 | BombBomb



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.

Awesome content in your inbox.