Apple Podcasts | Spotify | Google Podcasts | Amazon What matters most in digital customer service isn't your customer's communication preference. Because whether they prefer to communicate digitally,... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon Choose your mindset. Create your culture. Know your customer. Define your differentiator. Pursue innovation. These five elements build on... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon Think of the number of emails you receive today compared to a day 5, 10, or 15 years ago.... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon We’re all human beings. And whether we find ourselves in the role of the customer or the employee, we... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon Features are commodities. But feelings? Feelings are differentiators. And customer experience is the last meaningful differentiator left availble to... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon Don't overthink it. Don’t second guess yourself. Just get started. Podcasting can seem daunting — it can be difficult... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon Imagine that sales is a contact sport. If we sent athletes onto the field without pads or helmets, we... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon Businesses should constantly be working to operate more effectively. But effective operation depends on the state of the business... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon Not every customer experience needs to be characterized by remarkable, memorable moments of surprise and delight. Sometimes the best... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon In the B2B industry, disruption is not the goal. It's the outcome. Disruption occurs as organizations introduce dramatic improvements... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon In today’s oversaturated, information-rich, and technology-driven environment, your prospective customers have become cautious and guarded. If everyone is trying... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon In any healthy relationship, trust is vital. No matter your business or industry, customers want to buy from those... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon The best and most effective marketing is a happy customer talking about you. Why? Because it's authentic and credible... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon Marketing, Sales, Support, Success: There’s no reason to keep these department silos separate. Their common goal is revenue, so... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon Those things that are human and personal — they're more valuable now than ever before. And human-to-human interaction will... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon It can be a challenge to help people work together effectively in service of the customer. But there are... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon Ignoring an antagonistic relationship at work is one of the more damaging things you can do to yourself. At best,... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon A paradigm shift is a fundamental change in approach or assumptions. And business communication is in the midst of... read more
Apple Podcasts | Spotify | Google Podcasts | Amazon No single person has every answer. But there’s power (and immense knowledge) in numbers. While an individual may not... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Human beings make purchases based on hope. Hope that whatever they're buying will enhance their lives on some level.... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Usually, when you preorder a book, it means that you’ll be getting a copy when it’s released at some... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher In sales, video creates visibility. And it's this visibility that gives people a sense of who they're communicating with.... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Anything that happens after a sale can be defined as post-sale. And in a recurring revenue business, it’s post-sale... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher There’s a difference between repeat customers and loyal customers. It’s often subtle and sometimes difficult to distinguish (especially when... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Eye contact is one of the quickest ways to build relationships. But if you’ve been on a video call... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Feelings have always played a significant role in business and in relationships. Nonetheless, they’re more vital today than they’ve... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Consumers have turned into prosumers. That's to say, most of us have taken on the persona of professional consumers.... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Communication is so much more than just the words we hear. Communication is body language, tone, facial expression, and... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher The SDR/BDR role (sales development and business development) is hands down the toughest in sales. It’s often responsible for... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher The future of experience is hybrid. Moving forward, nearly every experience - from customer interaction to employee engagement -... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher In today’s world, there's no avoiding it. Digital communication is vital to our business relationships. We participate in remote... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Our core values should capture and reflect our inherent beliefs. They should influence behavior, inspire action, engage emotions, and... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher In today’s digital age, automation and technology are fundamental to business success. But given that it’s our humanity that... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher What's one of the keys to creating loyal, lifelong customers? Your Customer Success (CS) team. To accomplish this, they... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher When you communicate who you are — your core beliefs — to the customer, do you get head nods,... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher The key to building a great business and to getting a team focused and aligned is, first, having a... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher If you’re not confident on camera, you might prefer that someone else present for you. But that means losing... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher At 4 a.m., your business is unexpectedly flooded with hundreds of calls. Are you ready to take them? You... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher When marketing speaks to one to many, we’re addressing large segments. When we speak to one to few, we’re... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Not all elevators are created equal. Some have the emergency button placed too high for a child or a... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Being customer-centric means investing as a company in tools and strategies to continuously understand your customers. Being innovative means... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Want to develop ideal human-machine interactions within your organization? It starts with examining human factors, the science that explores... read more
Spotify | Apple Podcasts | Google Podcasts | Stitcher Marketing, sales, customer success, product, development, executives — every team sees the customer a little bit differently. Each team's... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher A great customer experience (CX) is one you tell others about, and your brand relies on this form of... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher You’re brand new to your customer experience (CX) role, which is brand new at your company. Everyone’s looking to... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher The best conversation that you can have with a customer is one in which they don’t walk away without... read more
Apple Podcasts | Google Podcasts | Amazon | Spotify Great employee experience (EX) drives great customer experience (CX). Great CX drives revenue growth. And great CX reinforces —... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Yes, everyone should want customer experience (CX) to be an integral part of their organization’s DNA. But they should... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher The last cold email you received was probably disengaging at best and annoying at worst. This is likely the... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Are you using technology that creates barriers between you and your customers? Because spam, robocalls, and LinkedIn automations may... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher A sales conversation, a customer service conversation, and a sales coaching session are, at heart, two-person improvisational scenes. The... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher A customer walks into a metaphorical restaurant, refuses to look at a menu, and orders the chef special with... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Just because someone fills out a form doesn’t mean they’re ready to talk to a salesperson. Two problems stem... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher As a Chief Revenue Officer (CRO), how can you assure that the culture of your organization supports the idea... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher The 14th-century definition of kindness is noble deeds and courtesy. In yoga, kindness means ahimsa, to do no harm.... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher March 16, 2020, may not have been the ideal date to launch a new show, but “CoronaTV” is nearing... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify In terms of connecting and communicating, are you a text-based person? Or are you better on the phone? We... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher Transparency. Collaboration. Agreed-upon outcomes. Live performance data. Shared success. These are important trends for the future of customer relationships... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher About a year ago, our visual conception of “teamwork at work” looked like people wearing business casual attire brainstorming... read more
Apple Podcasts | Spotify | Google Podcasts | Stitcher The biggest endorsement isn’t earning Fortune’s #1 spot for World’s Best Workplaces for the second year in a row.... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify No matter what your company does, delighting customers to the extent that they never want to work with anyone... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Writing and publishing a book opened doors that we didn’t know existed. We met new people, found new opportunities,... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Imagine you’re a new sales development representative (SDR), and your manager's expectation is some variation of "Shut up and... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify You're in a new company and in a new customer experience (CX) role. So, what should the next 30,... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify One of the jobs of Customer Success (CS) is to close the little loop — to answer a customer's... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Every business is a relationship business. It's crucial to humanize a brand with personal touches in order to build... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify If one of your goals for 2021 includes writing, publishing, and selling a book, you might be looking for... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Would you ever require someone to have a conversation with your company’s founders before closing a deal? As in,... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Purpose is your reason for being — why you do what you do. But noble purpose means that what... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Customer experience (CX) usually manifests in a one-to-many or a one-to-few relationship style. But personal experience (PX) is CX... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Today, though, marketers and technology have had to level up their online customer experience. An out-of-date online presence shows... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Have you ever had a moment where a new concept or idea just ... clicked? When it all made... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify There’s a relatively simple formula for mindset-driven marketing that quadrupled sales leads for luxury yachts. And yes, this happened... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify We invest so much time and energy into acquiring new customers. But what about retaining and growing current customers?... read more
Providing an exceptional customer experience is no longer an option. It’s instrumental to the success of your business. Drop the ball, and people will turn to your competitors. Ensure you’re... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify How can I be helpful to someone? How can I turn negative situations into positive ones? How can I... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify It’s not just a box of cornflakes. It reflects something about you as a parent far beyond ingredients, taste,... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify How do you truly differentiate yourself as a business? If your thinking goes straight to your product, features, or... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify If your company is, say, a data and technology platform in the healthcare space, you can’t solely focus on... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify You may think you’re selling products or services, but you aren’t. You’re actually selling decisions — and good feelings... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Acquisitions are often times of stress and disruption, to say the least. You don’t want to break what’s already... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify From the start, The Customer Experience Podcast has been dedicated to specific ways that marketing, sales, and customer success... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Is your customer experience program aligned with the interests and expectations of your C-Suite? If not, then you have... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Deemed essential during the COVID-19 pandemic, cannabis dispensaries have had to pivot how they interact with customers. Immediately, of... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Any time someone interacts with a screen or an interface, a user experience (UX) is delivered. And within the... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify As you deliver a customer experience, you are also shaping the emotions a customer feels toward your company. And... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Customer experience is created when five elements work in unison. In other words, what your customers experience interacting with... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Customer feedback is at the core of building an exceptional customer experience. In fact, it’s a great place to... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Strong communities don’t spontaneously spring up around a problem. They’re deliberately curated around that problem and around potential solutions.... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify What industry can you think of that hasn’t been impacted by the pandemic in one way or another? Probably... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify The moment people interact with your brand, they’re engaging with it. This engagement – whether it occurs by phone,... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify About 96% of consumers look at reviews. Why? Because they’re trying to predict what the buying experience, user experience,... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Your people are what sets your organization apart. Your corporate brand is built in part through the personal brands... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify What is a Chief Customer Officer, exactly? Some report into marketing, some into sales, some into customer success –... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify What are your salespeople doing in their initial interaction with prospects? Are they going straight for the sale? Or... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify When you want to hire, onboard, and ramp sales reps to quickly hit quota, you initiate a sales enablement... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Before the pandemic, 64% of all event planners had never held a virtual event or a hybrid event before.... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Building a category may be a conversation for entrepreneurs, but building a community is a conversation for humans. Which... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify The impact of COVID-19 on businesses in evident – especially when it comes to how we communicate with customers.... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify More than 75% of our BombBomb team members told us in a survey that they loved working from home. Your... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify What are you doing to get feedback from your customers? Once you do hear from them, are you really... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify What is your employee experience really like? How do your employees feel about their managers, roles, and work? Of... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Ever wonder why your customers aren’t having a faster, smoother, or more appropriate journey with your company? If so,... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Data is essential for all aspects of your business, but are you putting it to best use? Are you... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify As fellow humans, we all communicate more effectively in person. Yet, we still rely on faceless, typed-out text to... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify The COVID-19 pandemic has put many things into perspective – and customer experience is among them. We’re viewing things... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify If the customer experience is based in how you make people feel, then emotional intelligence is one of the... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Our companies rely on technology. So much so, that it plays an integral role in almost every aspect of... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Think of all the time, effort, and money that our companies spend on marketing our products and services to... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Data is great. But it doesn’t always paint a full picture of your business. Want to develop more impactful... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Your brand is a promise. It’s a commitment that your customer experience will match the perceived value of your... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Think of five salespeople you know. Did you know that at least two of them are likely struggling with... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify What does it feel like to work with you? How do you make your customers feel? How do they... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Buyer’s remorse is a seemingly inevitable feeling after a purchase or commitment. It's happened to all of us. What... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify We’ve all been affected in one way or another by the COVID-19 pandemic - especially in how we communicate.... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify For all the conversation it's getting, CX is in a pretty bad state, according to today's guest. The stagnating... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Want to know if a customer's with you for the long haul? Want to find your best customers? Want... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify How do you think of the customer lifecycle? Is it linear - starting with a prospect and ending with... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify If you’re looking to grow your business, then having a raving fan base can help you get you there.... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Because you're visiting this post and listening to The Customer Experience Podcast, I can make one pretty good guess... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Imagine if creating connection and building relationships translated into business growth and success. Wouldn’t you do everything in your... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify If we want to be more strategic marketers, we need to ask better questions. If we want to improve,... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Have you ever dreamed about “looting” insights from the top sales leaders, and “pirating” them in your own sales... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify For companies, reaching customers is easy. But earning attention and building connection with them isn’t. Creating that unity... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify How are you differentiating yourself and your business this year? New product features and tech are nice. But in... read more
Apple Podcasts | Spotify | Stitcher | Google Podcasts The most economically valuable thing you can do is to meet customer expectations. Yes, meet their expectations. Not exceed... read more
Apple Podcasts | Spotify | Stitcher | Google Podcasts Shep Hyken is all about good habits. So much so, that he wrote a book about it –... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify “The best version of you is a powerful, charismatic, and authentic communicator.” This statement encompasses what Vanessa Van Edwards... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify An amazing customer experience stems from providing a great employee experience. To retain your best team members, they need... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify If you've been thinking at all about implement video into your sales process, your customer success playbooks, or anywhere... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Joe Caprio is passionate about finding ways to enable your sales team to thrive. He was a loyal Chorus.ai... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify “As our interactions with artificially intelligent agents become more humanlike through natural language algorithms, we will begin to have... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify When Scott Barker got his start in sales, he went in willing to learn and wanting a view of... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify My wife and I recently undertook one of the more daunting and potentially peril-fraught consumer missions: buying a car.... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify “What have I done that's consistent in my sales process?” This is a question many of us should be... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Imagine designing and executing an elaborate and important marketing campaign - only to find out that it didn't resonate... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Long before Wes Bush immersed himself into the world of product-led growth, he was teaching kids how to swim. ... read more
powered by Sounder Apple Podcasts | Spotify | Google Podcasts | Stitcher Every time Cory Scheer puts on his Brooks running shoes, he has a great experience. He... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Have you ever considered everyone in your organization to be one big sales team? According to Jacco vanderKooij, to... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify In most companies, creating and running separate departments to plan and execute different functions, roles, and tasks makes sense.... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Creating more human connections in the B2B space has become a focus for modern-day businesses - including their sales... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Human, helpful, and relevant. If the goal of your team and your organization is to bring these three qualities... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Imagine a culture in which the company’s employees find as much joy in the customer experience as as their... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Do you know what language your customers speak? No, I don’t mean English or Spanish. When a customer has... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify There’s something that I’m tired of. I think you're probably tired of it, too. So, I decided to reach... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify For any company - including yours - not all customers are created equal. Some are far more profitable than... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify How did “customer experience” become such a powerful, driving force of differentiation between companies - and a force of... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Don’t you wish you were able to understand and predict what your customers specifically need and want from you?... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Much like a free lunch, free use of others' intellectual property is rare at best and a lawsuit waiting... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Trying to measure the success of your customers - and the teams and processes that help them succeed -... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify How do you treat your customers every day? Do you coddle them? Do you steer them toward your... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify How can people and teams in fast-growth companies keep up with marketing and branding well enough to avoid making... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify If you've been reading blogs or books, listening to podcasts, or attending conferences in the sales, marketing, or customer... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Behind the phrase "the customer is always right" is an interesting origin story. It dates back more than 100... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify If you’ve been listening to The Customer Experience Podcast, you may have noticed a handful of common themes and... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Marketing isn’t about who arrives, it’s about who stays. You can follow the best practices that other marketers have... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Nothing kills a customer experience today quite like friction. So says Brian Gilman, Vice President of Product Marketing at... read more
Apple Podcasts | Google Podcasts | Stitcher | Spotify Marc Rodan was unhappy with his life in the Netherlands. And he didn't think it was possible to be... read more
Paula Hayes is on a mission to change the face of beauty by putting multicultural women at the center of the modern beauty movement. She’s in an industry... read more
With smartphones, social media, and chatbots, it may seem like we're more connected than ever before - instantly, constantly, and digitally. And yet we feel as disconnected and... read more
Direct mail used to be a “spray-and-pray” activity - shoot out as many as possible in a non-targeted way and hope for the best. On top of that,... read more
“Obsession is the complete micromanagement of the customer experience.” According to Matt Knee, Founder and President of MyCompanyWorks and author of the book Startups Made Simple, obsession is... read more
No matter your role or your industry, people are going to tell stories about their experiences with you. It’s been said for a long time that customers who... read more
What’s a surefire strategy to solidify your reputation for offering a superior customer experience? I’ll give you a hint. It involves burritos ... and delight. Jordan Olivero is the... read more
Sometimes, we get it backward. We focus on our KPIs or on what we think the customers need or want. We deliver experiences based on our own expectations... read more
Trust matters when it comes to relationships. Therefore, it matters when it comes to the customer experience. People line up at the Apple Store’s Genius Bar in part because... read more
You've got one hundred days to make customers for life. Do you know which tools, techniques, and touches to employ to guarantee they’ll stay? Joey Coleman does. He's a... read more
If you think a checked box or a 1-10 rating on a survey is the only way to measure customer satisfaction, you’re in trouble. Customers give us feedback in... read more
Your sales strategy is as much science as art. The secret is to understand how to improve the way customers buy, renew, and get retained. Jeremy Donovan, Senior Vice... read more
For better or worse, your customer’s experience is your brand - the collective thoughts and feelings with which they're left based on all their touchpoints with your people, product,... read more
Darin Dawson wants to rehumanize communication. And the planet. “I just think people are better face to face.” Today, almost all of us rely on email, texting, message boards,... read more
Sometimes it’s a bad thing when the sales team closes the deal. A customer experience may involve a salesperson promising something that the customer success team can’t deliver. This... read more
If you want to know why customers leave and how to win them back, you're in the right place. Our guest this week is David Avrin, a customer experience... read more
“With any brand that you frequent, that you're fond of, or that you use, there's been a journey of some kind,” says Kurt Bartolich, the founder of GUTS Branding,... read more
It's said that empathy is the ability to walk a mile in someone else’s shoes. For Rachel Ostrander, the Director of Runner Experience at Brooks Running, customer experience is... read more
Whether you’re selling to a customer online or speaking in front of a live audience, communicating a shared belief connects us. To dive into that concept, I spoke with... read more
Your content is embedded into your customer experience. When done well, content acts "always in service to the customer" while it simultaneously works in service to our brand, our... read more
Is your company showing its age? Businesses are just like people. They must stay healthy and agile, or watch their enterprise arteries harden through lethargy and face an early... read more
If your company is truly innovating, you need to be evangelizing. And it might make sense to charge one person with that mission. A "Chief Evangelist" search in Google... read more
You feel cheated. You‘ve tried to create amazing content to win the content marketing game. And yet your revenue hasn’t shot through the roof. Why? The problem isn’t your... read more
Bad news: You’re probably losing current and future money right now. How? Through inaction on your most important business asset ... relationships. Business people pay lip service to relationships all... read more
If your customers can’t trust you, how long will you stay in business? Probably not long. You’ll dwindle, flounder, and grasp for meaning and a customer base. If your... read more
At the center of everything, at the core of your business, what is the most single most important thing you and your team deliver? The customer experience. Everybody knows... read more