The Customer Experience Podcast from BombBomb

Video Highlights, Episode Writeups, and Full Conversations

EPISODE 254

Embracing a Psychology-Based Sales Approach

Jeff Shore | Founder and President, Shore Consulting

Going back to basics. Selling the way customers want to buy. Restoring the human touch. Is more effective sales and marketing simply a matter of aligning your culture and processes with human psychology? Listen and learn!

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EPISODE 253

The North Star of Legendary Customer Experience

Danielle Lipari-Mareth | VP Sales & Marketing, Lennar (Austin, TX)

Especially in competitive, commoditized markets, customer experience isn't just your best differentiator, it's your only differentiator. So set the bar high. Learn how the North Star of "legendary" CX drives culture and outcomes.

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EPISODE 252

Selling on Video: Beyond the Excuses

Chris Bogue | The Complete Guide to Selling on Video

The opportunity to build familiarity, credibility, and authority through video is well established. But so few people are taking advantage of it. It's time to move beyond the standard stalls and excuses to start selling on video.

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EPISODE 251

Investing in Brand, Affinity, and Owned Media

Anthony Kennada | Co-founder and CEO, AudiencePlus

If we're to overcome customer apathy and build brand affinity, we must evolve from the traditional B2B sales and marketing playbook and shift our attention to owned media and first-party data. Learn how an experienced CMO is helping companies act more like media companies.

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EPISODE 250

The Process to Drive Revenue with Video Messaging

Ethan Beute | Chief Evangelist, BombBomb

Most points of friction and failure in the customer journey are human, emotional, and communication issues. Learn a process to identify and improve the most important and valuable moments among them. Learn a process to drive revenue with the personal and human video messaging - at scale.

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EPISODE 249

Generating Leads - and $25M - from Customer Success

Trina Dunham | Customer Success Leader

Lead generation is everyone's responsibility. If that sounds like a fantasy, give this episode a listen. It's the story of generating $2M in year one, generating $10M in year two, and pacing to $25M in year three from a customer success-based lead gen program.

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EPISODE 248

Shifting a Culture to Customer Centricity

Georges Essama | Head of Customer Relations, CAMTEL

A large company in the public sector. The image in your head is not likely one of a customer-centric organization with exceptional customer experience. Learn how one such company created and sustained an award-winning effort in this direction.

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EPISODE 247

Building Trust in High-Stakes Environments

Lt. Col. Scott Mann (Ret.) | Founder, Rooftop Leadership

Learn the fundamental charge and challenge of Green Berets and how it can inform a healthier approach to our lives and our work in an era of distraction, disengagement, and distrust.

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EPISODE 246

The Power of Personalization in B2B Sales

Samantha Stone | Founder & CMO, The Marketing Advisory Network

B2B sales and marketing doesn't have to follow the same, old playbook. It can be more engaging, more authentic, and more personal. Get insights into personalizing and humanizing an increasingly digital experience for better relationships and more revenue.

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EPISODE 245

Winning Through Relationships in the Digital Era

Rivers Pearce | CMO, Milestones Labs

Have you ever noticed that even in relationship- and referral-based businesses that many of the tools inadvertently drive a transactional experience? At least one team and company has and they're driving a long-term, "under management" view of client relationships. Learn about their mindset and toolset.

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EPISODE 244

Selling from the Heart

Larry Levine | Author, Podcast Host, and Sales Trainer

More than products and services, salespeople and sales leaders are selling experiences and memories. And this is most effectively done through trust and credibility. Learn a more human-centric and customer-centric approach to building relationships and growing revenue.

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EPISODE 243

Community: The Last Great Marketing Strategy

Mark Schaefer | Author, Belonging To The Brand

How can we build our businesses while serving one of the greatest human needs? How can we deliver something in decreasing supply but with incessant demand? Join a 10-time author of marketing books as he explains why community is the last great marketing strategy.

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EPISODE 242

The Heartbeat Behind The Spreadsheet

Amer Syed | VP of Sales, Beazer Homes

Doubling down on emotional connectivity and making better tech and automation decisions are two ways to improve customer experience. To do both is to recognize the people behind the numbers - or the heartbeat behind the spreadsheet. Learn how with a servant leader and sales leader in the new home construction industry.

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EPISODE 241

65% Lift in Lead Conversion by Humanizing Outreach at Scale

Ethan Beute | Chief Evangelist, BombBomb

Improving customer experience involves improving digital communication. Hear the results and the process - after 90 days and tens of thousands of emails - of humanizing outreach at scale with "evergreen" video messages.

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EPISODE 240

Bringing the Human Touch to Digital Banking

Caitlin Drake | SVP of CX and Digital Banking, Busey

How does a 150-year-old brand promise create value, differentiation, and customer experience today? Listen in on a conversation about adding a personal touch at scale and turning a customer service center into an award-winning customer care center.

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EPISODE 239

The Power of Culture: Improving CX from the Inside Out

Shannan Berry | VP of CX and Sales Strategy, TitleOne

The connection between employee experience and customer experience is well-documented; culture is the bridge and driver. Get a unique perspective on bridging it into sales strategy and on differentiating yourself by selling the person rather than the product.

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EPISODE 238

Start With "What" To Create Clarity

Ann Latham | Author, Uncommon Clarity

Too often and with too many people, we assume that we're clear in our responses, requests, expectations, and other communication. Instead, we essentially work in chronic disclarity. Learn to improve EX, CX, efficiency, and outcomes by starting with "what" and creating more clarity.

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EPISODE 237

How To Turn Your Customers Into Lifelong Advocates

Brittany Hodak | Author, Creating Superfans

If you're in it for the transaction, you're playing the short game. If you're in it for life-long customers and advocates, you're obviously playing the long game. Learn the latter by getting insights into identifying and creating superfans from a customer loyalty expert.

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EPISODE 236

12 Employee Experience Insights: The EX Takes Mixtape

12 Guests from Episodes 100-199

To celebrate the 200th episode of The Customer Experience Podcast, we put together The EX Takes Mixtape: 12 highlights from Episodes 100-199 to help you improve CX by better understanding its necessary precursor - improved EX. Enjoy!

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EPISODE 235

10 Human-Centered Insights: The Epic Takes Mixtape

10 Guests from Episodes 1-99

To celebrate the first 100 episodes of The Customer Experience Podcast, we put together The Epic Takes Mixtape: 10 human-centered, human-first, and pro-human highlights from Episodes 1-99. Enjoy!

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EPISODE 234

Building Your Brand Through Trust Signals

Scott Baradell | CEO, Idea Grove

We live in a post-truth world. But what does that mean? And, in particular, what does that mean for your brand building efforts and your revenue growth? Get answers to those questions and learn where trust signals help close the truth and trust gaps.

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EPISODE 233

Uncovering GTM Insights from Your Employees, Not Just Your Customers

Chris Wallace | Co-Founder and President, InnerView Group

To determine the perceived and realized value of our products and services, we often look to customers and customer data. And we should. But don't overlook your frontline team members as a source of insights, understanding, and buy-in. Learn how to engage them to unlock GTM insights.

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EPISODE 232

First Findings from The National Survey on Brand and Trust

Kurt Bartolich and Cory Scheer | National Survey on Brand and Trust

Two previous podcast guests teamed up on new research into trust between employees and their companies, as well as brands and their customers. Take a first look at the data and get practical takeaways to improve your leadership, experience, and results.

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EPISODE 231

Tracing Every Relationship Back to One Relationship

Matt Beckwith | EVP of Sales, OVM Financial

In life and in business, relationships are the foundation of our success. Get insights into winning through relationships and referrals and tips for humility and curiosity in communication from a top producing sales leader.

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EPISODE 230

Sales as the Science of Service

Todd Caponi | Sales Historian and Author

Sales was once a highly respected and appreciated profession. What changed? When and why? And how can we restore that honor. Join a sales historian and the author of The Transparency Sale and The Transparent Sales Leader for answers.

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EPISODE 229

Factoring Human Emotions Into Data-Informed Decisions

Vaishali Dialani | Customer Experience Analyst, Konabos Consulting

Part CX professional and part business analyst, a CX analyst helps drive revenue through data-driven decisions. But human emotions are behind so much of the data. Learn to surface and include them in your analyses and decision-making processes.

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EPISODE 228

Designing Digital Experiences to Engage Human Emotions

Dan Hill, Ph.D. | Author, Emotionomics 2.0

More than a dozen years ago, Dan released a book, Emotionomics, with the support of thought leaders like Seth Godin, Tom Peters, and Jeffrey Gitomer. Since then, much has changed in CX, in business, and in the world. But the two currencies that drive our economy remain our dollars and our emotions. Enter: Emotionomics 2.0!

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EPISODE 227

Keys to Overcoming Customer Indecision

Matt Dixon | Co-author, The JOLT Effect

Successful salespeople don't just overcome the status quo and sell the need for change. They also need to identify and overcome the biggest driver of no-decision losses - customer indecision. Get actionable insights into new research to help you and your team.

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EPISODE 226

Why and How Meaningful Personalization Improves CX

Ethan Beute | Chief Evangelist, BombBomb

How do we get attention and build trust in a noisy and polluted digital environment? Personalization is an easy go-to. And it's not longer a nice-to-do. Personalization is a customer expectation. Get practical tips to be more personal more often.

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EPISODE 225

Aligning EX and CX with a Service Blueprint

Justin Zalewski | Director of Product Design & Strategy, Studio Science

A common tool to support and enhance customer experience initiatives is the customer journey map. But too often, the mapping exercise is missing a critical piece that aligns EX and CX and drives better outcomes - a service blueprint.

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EPISODE 224

How to Identify and Keep Loyal and Lucrative Customers

Ali Cudby | CEO, CXology and Alignmint Growth Strategies

Not every customer is equal. Some get more value from and provide more revenue to your company. So, how do you identify these "Lucrative Loyals" and how do you develop more of them through customer success and customer experience efforts?

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EPISODE 223

A Case for Loving the Process, Not Just the Result

Shane Kidwell | EVP of Sales, Victorian Finance

Excessive focus, concern, or fixation on a result has an interesting effect. It can blind you to what's actually required to achieve the goal, target, or result. Learn from an entrepreneur running multiple businesses and coaching many sales professionals to love the process ... and achieve results.

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EPISODE 222

A Practical Approach to Storytelling

Anna Marie Pryor | Director of Marketing, Alameda Mortgage

If you've ever told yourself or someone else that you're not a storyteller, it's time to change the narrative. Learn a practical approach to a fundamental skill that creates connection, enhances experiences, and improves results.

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EPISODE 221

Creating Customer Impact in Moments That Matter

Jacco van der Kooij | Featured in Chapter 3

In our book "Human-Centered Communication," Jacco shares a more human and more effective approach than the traditional sales and marketing funnel. In this conversation, he teaches us how to reach people in meaningful ways in moments that matter.

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EPISODE 220

Why Repeat Customers May Not Be Loyal Customers

Shep Hyken | Featured in Chapter 11

In our book "Human-Centered Communication," Shep shares insights into making presentations more emotional, memorable, engaging, and effective. In this conversation, we focus in on the ways emotion drives customer loyalty.

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EPISODE 219

Sending Videos for Greater Sales Visibility

Viveka von Rosen | Featured in Chapter 10

In our book "Human-Centered Communication," Viveka shares her approach to and outcomes from training sales professionals to use video. In this conversation, she breaks down the relationship between video and visibility, the role of LinkedIn for sales, and the person video isn't good for.

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EPISODE 218

Emotional Intelligence and Human-Centered Communication

Dan Hill, PhD | Featured in Chapter 4

In our book "Human-Centered Communication," Dan breaks down the relationships between human emotion, motivation, and memory. In this conversation, he analyzes familiar faces and emotions and raises our emotional literacy.

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EPISODE 217

An Actor's Guide to Authentic Videos

Julie Hansen | Featured in Chapter 6

In our book "Human-Centered Communication," Julie shares insights into being present with every prospect and customer. In this conversation, she shares more tips for engaging video calls and video messages.

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EPISODE 216

Creating an Environment of Continuous Coaching

Morgan J Ingram | Featured in Chapter 12

In our book "Human-Centered Communication," Morgan shared with us very specific tips for people-first prospecting. In this conversation, he shares his philosophies and practices for continuous improvement personally and professionally.

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EPISODE 215

Your Personal Brand Is Not A Selfish Pursuit

Dr. Cindy McGovern | Author, "Sell Yourself"

The term "personal brand" strikes some people like the idea of sales and selling ... ick. Learn how to help yourself, your company, and your customers by building a personal brand with confidence, consistency, and integrity.

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EPISODE 214

The WOW Experience: Doing What Others Won't

Corey Shelton | SVP Marketing, Atlantic Coast Mortgage

Improving customer experience requires finding the right balance and ideal relationship between humans and technology. But so much of the tech we deploy and data we collect goes underused. Get helpful ideas to close those gaps and keep customers first.

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EPISODE 213

Revenue Acceleration Through Value Selling and Video Communication

Ed Golod | Founder and CEO, Revenue Accelerators

Hear stories, get insights, and learn frameworks for successful B2B enterprise sales and to connect with VPs, SVPs, and the C-Suite from someone who's started several companies and sold for leaders like Microsoft, Eloqua, and SAP.

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EPISODE 212

Making Happiness a Habit to Improve CX and EX

Adrian Brady-Cesana | Founder and CEO, CXChronicles

Get clearer on the relationship between customer experience and employee experience. Learn about the four CX pillars (Team, Tools, Process, Feedback). And discover why happiness is the key to making it all work together.

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EPISODE 211

Landing Your First Customer Experience Role

Jason Champion | Director of Member Experience, NRTC

If you've been thinking about landing a customer experience role, get insights from someone who's successfully made the leap. Learn from a leader who spent 20 years in sales about the shift and about the first steps he took toward CX success.

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EPISODE 210

Tripling Your Social Media Engagement

Kate Bradley Chernis | Co-Founder and CEO, Lately.ai

A 180-240% lift in social media engagement. That's the average. Learn how organizations of all kinds are enjoying this benefit in connecting and communicating with prospects, customers, and other stakeholders and community members on social media.

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EPISODE 209

Making Marketing More Memorable

Sara Varni | CMO, Attentive

More personal. More timely. Better relationship. If you're not using text messaging to connect with prospects and customers, you're missing out on these benefits and more. But it's not about blasting or selling, it's about helping and interacting.

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EPISODE 208

Moments That Matter in Customer Experience

Ethan Beute | Chief Evangelist, BombBomb

Across the customer journey are a countless series of moments, touchpoints, and interactions. But not all moments are equal. Some are more impactful and emotionally resonant - for better and for worse. Identifying and improving these moments improves the customer experience.

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EPISODE 207

The Upstream Model for More Referrals

Justin Stoddart | Founder and CEO, Think Bigger

One of the reasons we work to improve customer experience is to increase referrals. Learn a process to become essential to your best referral partners and to win through integrity, value, and relationships.

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EPISODE 206

Becoming a People-Centered Sales Leader

Ni Adesokan | Senior Manager of Strategic Brands, Affirm

Being the top performer on a sales team doesn't mean you're prepared to be the team leader. Or that it's even the right direction for you. Get valuable insights, considerations, and cautions to becoming a people-centered sales leader.

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EPISODE 205

Methods to Manage the Inbox Madness

Melissa Gratias, PhD | Owner, Progress Not Perfection

If you're gearing up mentally and emotionally to do battle with your email inbox, with Slack, or with social DMs, you're likely closing yourself off to human connection. Learn productivity practices to manage the madness and enjoy better workdays and greater success.

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EPISODE 204

What's Wrong with Authenticity?

Andrew Brodsky, PhD | McCombs School of Business, University of Texas at Austin

If you're paying attention to popular business culture, you've certainly observed the rise of authenticity. But authentic communication isn't always the right choice to create the best experience or the best outcome. Learn to improve your virtual presence and digital communication.

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EPISODE 203

The Unseen Costs of Digital Pollution

Ethan Beute | Co-author, Human-Centered Communication

"Digital pollution" - those unwelcome digital distractions that confuse, frustrate, or even threaten us in noisy digital channels like email, text, LinkedIn, Slack, and beyond. Learn the 3 types of digital pollution and how to manage them to improve relationships, reputation, and revenue.

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EPISODE 202

The Death of Distance in a Digitally Polluted World

Dr. Erik Huffman | Cybersecurity and Cyberpsychology Expert

In a digital world, anyone can be reached at any time. Think of this as the death of distance. But it comes with the costs digital pollution - including limited attention and reduced trust. Learn ways to restore human connection and psychological safety today and in the future.

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EPISODE 201

Neural Coupling and Better Listening

Robyn LaVassaur | EVP of Sales, Summit Funding

Succeeding in a highly competitive industry and in increasingly digital experiences requires a human-to-human focus. Learn how a top producer creates better conversations and better results as a salesperson, leader, mentor, and coach.

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EPISODE 200

The EX Takes Mixtape

12 Guests from Episodes 101-199

Your customer experience will never be better than your employee experience. So we're celebrating the Episode 200 milestone with a dozen smart and helpful takes on the what, why, and how of improving EX.

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EPISODE 199

Get Human Insights Through User Testing

Janelle Estes | Chief Insights Officer, UserTesting

Your customer data is incredibly useful, but it's missing context. Learn how the philosophy and practice of user testing can help close the gap by delivering human insights and shared understanding.

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EPISODE 198

Sell It Like A Mango for Better B2B Sales

Donald Kelly | Founder, The Sales Evangelist

What does being a street cart vendor in Jamaica have to do with modern B2B sales? Much more than you think. Learn the philosophy, mindset, and practices of The Sales Evangelist; learn to sell your produce or service like a mango.

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EPISODE 197

The Increasing Value of Human-To-Human Moments

Ethan Beute | Co-author, "Human-Centered Communication"

The demand for human connection is steady - every person needs to feel seen, heard, understood, and appreciated. The supply, however, is being limited by the digitization of customer experience and employee experience. Learn how human-to-human moments fight commoditization, improve differentiation, and increase value.

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EPISODE 196

Edumarketing: More Teaching, Less Selling

Ginger Bell | Founder, Edumarketing

No one likes to be sold to, but everyone likes to get help with a problem or opportunity. Learn to make more of your marketing more educational and to bring it to life by adding more video. Learn the basics of "edumarketing!"

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EPISODE 195

Customer Voice and Sentiment Analysis

Luis Angel-Lalanne | VP Customer Voice, American Express

The mountains of qualitative and quantitative feedback you're collecting have the potential to dramatically improve customer experience. Get insights into survey response, sentiment analysis, natural language processing, and more from a 20+ year leader at a Fortune 100 company.

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EPISODE 194

Winning Digital Customers

Howard Tiersky | CEO, FROM The Digital Transformation Agency

Customer feelings drive customer thoughts. Customer thoughts drive customer actions. Customer actions drive business outcomes. Get insights into a digital transformation for your company that wins customers and drives outcomes.

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EPISODE 193

The Culture of Innovation vs The Work of Innovation

Lee Jelenic | Chief Innovation Officer, UWM

One of the keys to exceptional customer experience is a commitment to innovation. But this commitment isn't about top-down work assignments. Instead, it's about trying to bring it to life everywhere, all the time, in everyone through culture and values.

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EPISODE 192

Today's Path to Tomorrow's Revenue

Ethan Beute | Co-author, Human-Centered Communication

You've likely heard the truism that what got us here won't get us there. It's true of our daily business communication. Learn why and get four specific takeaways from experts on sales, service, emotional intelligence, and leadership.

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EPISODE 191

Operationalizing Love for Customers and Employees

Sue Woodard | Mortgage and Fintech Evangelist

Every human needs and wants to feel loved. And the essence of CX and EX is in how we make people feel. Yet we don't often talk about love in a business context or professional setting - even though it can be a competitive advantage.

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EPISODE 190

3 Elements of Customer-Led Growth

Chris Hicken | Cofounder and CEO, 'nuffsaid

There's lots of talk about product-led growth, but much less about which companies, products, and markets it actually benefits. Learn an approach that applies to any company and leads to success through better customer experience through true customer centricity.

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EPISODE 189

Human Connection at The Heart of Sales

Dr. Cindy McGovern | Author, "Every Job Is A Sales Job"

Each and every one of us is in sales, no matter what our role, title, or department is. Learn to sell more confidently, more comfortably, and more often - with listening as a primary skill and video as an important tool.

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EPISODE 188

Aligning Sales, Marketing, and Customer Success Under a CRO

Sterling Snow | Chief Revenue Officer, Divvy

The rise in interest, conversation, and execution around the CRO role, the RevOps function, and customer experience is interrelated. Find out why and get practical tips on aligning your revenue functions under a CRO and into one team.

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EPISODE 187

Creating a Collaborative Coaching Culture

Andrea Morter | VP of Sales, Beyond

A necessary precursor to an exceptional customer experience is an exceptional employee experience. So how do we create a collaborative coaching culture that supports each individual's personal growth and professional development? Get insights from a sales leader who shares what she's learned in building and leading fintech sales teams.

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EPISODE 186

3 Moments to Send a Video Instead of Typed-Out Text

Ethan Beute | Chief Evangelist, BombBomb

Every day, you're entrusting your most important and valuable messages to a form of communication that doesn't enhance customer experience or employee experience the way a simple, personal video message can. Learn when to send a video in place of faceless, typed-out text.

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EPISODE 185

Equipping and Empowering People to Deliver Differentiating CX

Jim Hardeman | Chief Marketing Officer and Chief Product Officer, CMX

Customer experience is your best differentiator. Your team members are the drivers of CX. So how do you equip and empower them to deliver that differentiating experience? Learn tools and techniques to help.

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EPISODE 184

Holding Curious Conversations to Hear the Voice of the Customer

Tonya Bjurstrom | Founder, Dirby Solutions

Customer data can only take you so far. To truly hear the voice of the customer, you need one-on-one customer conversations characterized by curiosity and vulnerability. Learn a process to dramatically improve the clarity, use, and value of VOC.

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EPISODE 183

Building a Customer-Centric Organization

Sam Jacobs | Founder and CEO, Pavilion

A self-described "bad employee" shares the story of overcoming fear, taking control, making a leap of faith, defining values, listening to customers, and building a human-centered culture and organization.

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EPISODE 182

The Four Pillars of Selling Without Selling Out

Andy Paul | Author, Sell Without Selling Out

When done well, selling is helping. Selling well involves influence, rather than persuasion. Yes, you can sell without selling out. Here's how ...

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EPISODE 181

The Problem with Video Prospecting

Ethan Beute | Chief Evangelist, BombBomb

BombBomb was founded before the iPhone was released. Here we are, more than 14 years later, and the video messaging movement still feels young. Learn three reasons why and how to overcome them.

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EPISODE 180

Transforming to DCS: Digital Customer Service

Rick DeLisi | Author and Lead Research Analyst, Glia

An ideal in customer experience is an effortless experience. Learn how and why to reduce customer effort by transforming your digital service and support efforts to the Digital Customer Service model.

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EPISODE 179

The 5 Elements of an Exceptional Customer Experience

Elizabeth Dixon | Strategy & Innovation Speaker, Elizabeth Dixon Speaks

Choose your mindset. Create your culture. Know your customer. Define your differentiator. Pursue innovation. They're easier said than done, but done consistently and well they'll drive exceptional EX and CX.

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EPISODE 178

Protecting Your Time by Gating Your Email Inbox

Andy Mowat | Founder & Chief Email Officer, Gated

In the face of ever-increasing digital noise and pollution that brings friction, frustration, and confusion to your day, how do you protect your time and attention? Learn about a new solution to improve your email inbox that builds valuable, new relationships.

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EPISODE 177

Empathy, Listening, and Human Centricity

Howard Brown | Founder & CEO, Revenue.io

In every role we find ourselves in - customer, employee, and beyond - we all want the same thing. We want to be seen, heard, understood, and appreciated as a human being. Learn how to operationalize this approach for better CX and better EX.

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EPISODE 176

Features are Commodities, Feelings are Differentiators

Ethan Beute | Chief Evangelist, BombBomb

An exceptional customer experience is our last meaningful point of differentiation - and it's driven by feelings, not features. Ask yourself these three important questions and get one, big qualifier to compete beyond commodity.

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EPISODE 175

Tips to Become a Better Podcast Guest and Host

Collin Mitchell | Chief Revenue Officer, Salescast

Podcasts can help build relationships and grow communities. As a result, podcasts can help drive revenue. Get insights into the process and get practical tips to be a better podcast host and a better podcast guest.

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EPISODE 174

Supporting Salespeople Struggling with Mental Health

Jeff Riseley | Founder, Sales Health Alliance

Two years ago, Jeff brought research to this podcast about the state of mental health in sales. Today, he's back with new numbers. They've changed - for the worse. But he's also back with solutions to help you support team members who are struggling.

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EPISODE 173

Delivering Connected CX by Improving Go-To-Market Strategy

Sangram Vajre | Bestselling Author, MOVE

Our first three-time guest breaks down this line from MOVE, his latest book:“GTM is a transformational process for accelerating your path to market with high-performing revenue teams delivering a connected customer experience.”

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EPISODE 172

CX Lessons from My Trash and Recycling Experience

Ethan Beute | Chief Evangelist, BombBomb

For some products and services, an appropriate experience is a simple, seamless, and unremarkable experience. Trash and recycling is one of those services. And for more than 14 years, that's what my experience was. Then things changed ...

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EPISODE 171

Why Better CX Is The Goal, Not Disruption

Michelle Lisowski | Global Director of B2B Marketing, Uber

The well-known B2C brand Uber is often associated with the word "disruption." But disruption isn't a goal, it's simply an outcome of working consistently to improve customer experience. Learn how they're growing in B2B spaces with a service-minded approach.

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EPISODE 170

3 Steps to Sales Success: Authority, Generosity, & Platform

Josh Elledge | Founder & CEO, UpMyInfluence.com

In a noisy and polluted digital environment, building trust and relationships is hard. Learn more about authority, generosity, and platform as ways to break through and create sales success.

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EPISODE 169

From Cold Prospect to Healthy Relationship

Michael Chambers | VP, Sales Agency & Training Teams, Precision Value & Health

Cold prospecting remains a hot conversation. How do you do it well? Learn a process from a marketer-turned-sales-leader to turn cold prospects into health relationships, including hiring, list building, follow up, and more.

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EPISODE 168

Obviously Shareable: CX That Customers Want To Talk About

Dan Gingiss | Author, The Experience Maker

By definition, a remarkable customer experience is one worth talking about - and it's one of the most valuable things we can deliver. Learn simple, practical, and inexpensive ways to create obviously shareable experiences that your customers can't wait to talk about.

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EPISODE 167

Essential Traits of the Next Generation CRO

Brandi Starr, Rolly Keenan, and Mike Geller | Co-authors, CMO to CRO

To create a seamless customer experience and drive revenue growth, we must align our customer-facing teams and support them with revenue operations. Learn from three experienced practitioners who wrote the book on it - and in the process defined the next generation Chief Revenue Officer.

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EPISODE 166

A More Personal Way to Launch a Book

Ethan Beute | Co-author, Human-Centered Communication

Two and a half years after our first book launch, Steve Pacinelli and I set out to launch another. We experienced a big shift in what worked best en route to a Wall Street Journal bestseller.

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EPISODE 165

3 Steps to Building a Collaborative Culture

Mark Rosenthal | Chief Operating Officer, HqO

Rather than take the lead on sales and marketing, our guest and the CEO hiring him agreed that it made more sense to align the entire customer team, including customer success. Learn how he approaches collaboration and communication across the team in service of the customer.

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EPISODE 164

Firing Your Villains & Leading with Vulnerability

Heather Monahan | Author, Confidence Creator and Overcome Your Villains

As a sales leader, Heather doubled revenue to over $200M ... and was fired shortly thereafter. Learn how she turned around, fired back, created confidence, and attracted the right people into her life and career with vulnerability.

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EPISODE 163

Restoring the Balance with Human-Centered Communication

Ethan Beute | Chief Evangelist, BombBomb

Business culture is in a long, slow walk out of the shadow of the Industrial Revolution. Digital communication, customer experience, employee engagement, and every other aspect of our daily work is affected. Join the shift, trend, movement, and restoration from the industrial to the personal.

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EPISODE 162

The Shared Belief Behind Human-Centered Communication

Steve Pacinelli | CMO, BombBomb

Shared vision and shared values don't just connect us to team members. They also connect us to our customers and our broader community. Learn how and why to engage a community in writing a book and turning a message into a movement.

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EPISODE 161

Video Is About Who, Not About What

Adam Contos | CEO, RE/MAX

For this leader of a global brand and publicly-traded company with more than 130,000 agents, business is about who, not about what. And video is about who, not about what. Learn to connect and communicate in ways that fulfill other people and create mutual success.

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EPISODE 160

B2B Sales with Human-Centered Communication

Ethan Beute | Chief Evangelist, BombBomb

A salesperson is pioneering a B2B sales motion within her organization, which has typically taken a B2C approach. Hear guidance provided to her live from two-time podcast guests Dan Tyre and Shep Hyken in this short episode.

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EPISODE 159

Sending Videos for Great Sales Visibility

Viveka von Rosen | Co-founder and Chief Visibility Officer, Vengreso

Know, like, and trust remain fundamental to sales success, regardless of whether you serve B2B, B2C, enterprise, SMB, or any other type of buyer. Join a LinkedIn expert and Chief Visibility Officer to learn how to increase your visibility in service of those fundamentals through better video meetings and video messages.

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EPISODE 158

Creating Customer Impact in Moments That Matter

Jacco van der Kooij | Founder, Winning by Design

Recurring revenue is the result of recurring impact. Therefore, creating customer impact with timeliness and kindness is fundamental to the success of your business. Learn how and why from a customer-centric sales architect.

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EPISODE 157

Why Repeat Customers May Not Be Loyal Customers

Shep Hyken | Customer Service and Customer Experience Expert

Make no mistake - we all want repeat business. But a repeat customer may not be a loyal customer. Learn the difference and learn how to turn the former into the latter through create healthier customer relationships.

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EPISODE 156

An Actor's Guide to Authentic Videos

Julie Hansen | Creator, Selling on Video Master Class

Assuming that a video message, video call, or video presentation is pretty much like real life, except with cameras and screens, is a bad assumption leading to disengaged people and missed opportunities. Learn from a professinal actor and salesperson how to fully and truly connect and communicate on camera.

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EPISODE 155

How Artificial Intelligence Is Driving The Feeling Economy

Dr. Roland Rust | Co-author, The Feeling Economy

Machines, automation, and artificial intelligence have already taken over much of the physical economy. AI will proceed to dominate the thinking economy. Where will humans thrive in the future? In feeling, empathy, communication, and connection, as a distinguished university professor explains in this episode.

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EPISODE 154

The Art and Science of Selling to Prosumers

Mario Martinez Jr. | Founder, CEO, and Modern Sales Evangelist, Vengreso

No matter your product or service, today's consumer has evolved. Learn how to connect with prosumers by showing them that you know them and how to do it consistently throughout your organization through a strong culture and brand.

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EPISODE 153

Emotional Intelligence and Human-Centered Communication

Dan Hill, PhD | President, Sensory Logic

We all feel before we think. We're far more emotional and visual than we are logical. Learn to connect and communicate more effectively by increasing your emotional intelligence and ability to decode facial expression of emotion.

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EPISODE 152

Creating an Environment of Continuous Coaching

Morgan J Ingram | Director of Execution and Evolution, JB Sales

Whether a win for you is an appointment set and held, an opportunity closed and won, or something else, you're responsible for your own success - even when you look to others coaching. Winning also means helping our team members and customers do the same. Get practical guidance here for daily improvement in your life and work.

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EPISODE 151

Creating Holistic and Immersive Experiences

Mathew Sweezey | Partner at the Salesforce Futures LAB

Increasingly, the experiences we create for customers, employees, and other stakeholders will by hybrid, blending the physical and the virtual. Get a look into holistic, unified, and immersive experiences with today's - and tomorrow's - technologies.

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EPISODE 150

Why Your Virtual Relationships Degrade Over Time

Dr. Nick Morgan | Author, Speaker, President of Public Words

We're spending more time than ever in digital, virtual, and online environments. Yet they're impoverished in many ways. For better relationships, learn to identify the primary problems in digital communication and how to overcome them.

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EPISODE 149

A Blissful Approach to Training Customers and Employees

Lauren Bailey | Founder and President, Factor 8 and #GirlsClub

The broken rung, the confidence gap, the forgetting curve, Bloom's Taxonomy, BLISS - learn to improve the way you train and education customers and employees from a true expert.

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EPISODE 148

Video Messaging and The Next Normal

Dan Tyre | Sales Executive, HubSpot

Whether you call it "inbound" or "rehumanizing your business" or "human-centered communication," the next normal in attracting and retaining customers, attracting and retaining employees, and generating and expanding revenue is a lot more personal and human. Here's why.

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EPISODE 147

The Seven Pillars of Customer Success

Wayne McCulloch | Global Head of CS, Google Cloud

Onboarding and adoption are important. So are retention and expansion. But a Customer Success team can create loyal, lifelong advocates. Learn a framework and approach that can be applied in organizations large and small to achieve meaningful, measurable, and mutual success.

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EPISODE 146

Getting Clear on Who You Are and How You Serve

Anthony Coundouris | Founder and Author, run_frictionless

Patience, grace, loyalty. When we receive these gifts from customers, we know we've created a special dynamic that's often anchored in shared belief. Learn to create irrational buying forces by being clear about who you are as an organization and how you serve your customers.

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EPISODE 145

Establishing Core Principles for Yourself and Your Team

John Belizaire | CEO, Soluna

A mission statement can be words over a pretty picture on a wall. Or it can help you decide the what, why, who, when, and how of serving those around you. Learn how core principles can guide, align, and inspire you and your team for greater impact, value, and meaning.

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EPISODE 144

An Actor's Guide to Honest and Truthful Videos

Tricia Jane Wiles | Podcast Host, Accelerating Revenue Series

At some level, we're all in sales. And each of us is our own best sales asset. So when it comes time to appear on video, take the stage, or deliver the presentation, we need confidence and comfort. Get tips from a professional actor and B2B marketer.

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EPISODE 143

Hiring and Onboarding Virtual Professionals

Daniel Ramsey | Co-founder and CEO, MyOutDesk

The benefits of working with virtual assistants and virtual professionals seem clear. Flexibility, time savings, scale. But how do you hire and onboard them in a way that enhances employee experience and customer experience?

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EPISODE 142

Don't Just Personalize, Get Personal

Kristina Jaramillo | Founding Partner, Personal ABM

There are times to personalize for segments and persona. And there are times to get personal for specific accounts and people. Learn how and when to do the latter - including doing things that don't scale and creating bespoke content and messages.

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EPISODE 141

Understanding the Intersection of CX, UX, and UI

Joey Kilrain | Founder, Digital Experience Design

Customer experience. User experience. User interface. Unique but complementary, each should work completely in service of the customer. Learn where they converge and diverge with a design practitioner and professor.

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EPISODE 140

Creating Sales and Customer Success Alignment

Ethan Beute | Chief Evangelist, BombBomb

With different goals, measures, and metrics, each team sees the customer a little differently. Though there's been plenty of talk about sales and marketing alignment, there's not enough about sales and customer success alignment. Learn from several past guests why we must improve this.

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EPISODE 139

Building Customer-Centric Innovation Into Your Company Culture

Dennis Geelen | Founder, Zero In

We hear words like "customer-centric" and "innovation" can feel buzz-wordy, but they're critical to customer experience and business success. So listen in to get insights into operationalizing them and building them into your culture.

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EPISODE 138

Human Factors and Design Thinking

Anand Tharanathan | Chief Product Officer, MetaCX

If we're to design experiences for the benefit of our fellow humans, we must consider human factors - our capabilities and limitations. Learn how planning and executing from a human-centered perspective increases the likelihood that our system, process, product, or service delivers for people in meaningful ways.

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EPISODE 137

Enhancing EX and CX Through Brand Storytelling

Gabrielle Dolan | Speaker, Author, Consultant

For their humanity and emotion, stories drive memory and motivation. Learn how to connect with customers and engage employees by collecting and sharing better brand stories.

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EPISODE 136

So, You've Just Been Named VP of CX ... Now What!?

Logan Lyles | VP of Customer Experience, Sweet Fish Media

The CX leadership role is new to the organization. And you're new to a CX role. How do you approach it? What steps do you take first? Where do you look for guidance? Get answers to those questions and more!

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EPISODE 135

Creating Conversational Relationships With Thousands of Customers

Ali Biggs | Senior Director of Product Marketing, Intercom

With a handful of high-value, high-margin customers, you can afford to provide white-glove service. But how do you create conversations and build relationships with tens or hundreds of thousands of customers? Help is here in this conversation, along with insights into better product marketing.

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EPISODE 134

Research: To Improve CX, Invest in EX

Ethan Beute | Chief Evangelist, BombBomb

More than 20 years ago, a Harvard Business School study proved it out. Last year, it was found again in a Forbes Insights and Salesforce report. Learn the proven, causal EX/CX connection.

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EPISODE 133

The 4 A's of Customer Experience

Leah Chaney | Chief Experience Officer, BetterGrowth

If you want to enjoy better growth, make customer experience a shared priority and responsibility. Learn a system to align your teams and create shared accountability for acquisition, activation, adoption, and advocacy.

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EPISODE 132

Bringing Empathy Back to Cold Email

Jason Bay | Chief Prospecting Officer, Blissful Prospecting

Cold outreach doesn't have to feel cold. A little empathy can provide a lot of warmth. Learn how reps can add it to their emails, voicemails, and other outreach - and how leaders and managers can coach it into their teams and cultures.

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EPISODE 131

Returning the Human Voice to Marketing

Mark Schaefer | Author, Marketing Rebellion and Cumulative Advantage

The most human company wins, but missing from many customer experiences are emotions and humanity. Learn to restore the human voice to your marketing and to create and sustain momentum for yourself and your business.

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EPISODE 130

The Mindset of Improv in Sales

John Sweeney | Speaker, Author, and Owner, Brave New Workshop

Sales conversations are, at heart, two-person improvisational scenes. Learn the essence of improv in sales, the importance of your humanity, and the power of video in customer experience.

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EPISODE 129

Creating Forever Customers with a Forever Promise

Robbie Kellman Baxter | Author, The Forever Transaction

The forever transaction is based on a forever promise and creates forever customers. Learn from a membership and subscription model expert how customer-centricity invites long-term customer relationships.

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EPISODE 128

Shifting Your Focus to Account-Based Experience (ABX)

Jon Miller | Chief Marketing and Product Officer, Demandbase

Marketing automation was built around the lead, not the full account. Hence the rise of ABM. Similarly, many revenue teams must shift their view from CX to ABX. The cofounder of Marketo and Engagio explains how and why.

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EPISODE 127

3 CX Strategies for CROs

Darryl Praill | Chief Revenue Officer, VanillaSoft

Aligned with the rise of CX is the rise of the CRO. Learn how a sales and marketing expert took on the role, created a revenue team, increases empathy, supports video adoption, and influences behavior through compensation.

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EPISODE 126

The Role of Kindness In Your Company

Cole Baker-Bagwell | Chief Experience Architect (FSI), Red Hat

Kindness isn't a nice to have. It's a need to have. Learn how kindness connects us and why it's a fundamental for exceptional employee experiences and customer experiences.

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EPISODE 125

A Year From Now, You'll Wish You Began Today

Joseph Jaffe | Host, CoronaTV

A year ago, as the Coronavirus pandemic spread across the globe, Joseph Jaffe started a daily, live show about optimism and marketing. Discover what he's learned by applying customer obsession to hundreds of episodes and how it can inform your own work.

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EPISODE 124

The Flight Back To The Face: A TEDx Talk

Ethan Beute | Chief Evangelist, BombBomb

As fellow human beings and social creatures, each of us connects and communicates most effectively in person. But we don't get face to face often enough. In this TEDx Talk, learn about the epidemic of facelessness and make the flight back to the face.

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EPISODE 123

Transforming Customer Relationships with Transparency and Collaboration

Scott McCorkle | CEO, MetaCX

The trend toward transparency isn't slowing and affects your customer experience. Learn how buyers and suppliers collaborate for agreed upon outcomes, proof of performance, and shared success.

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EPISODE 122

CX at Getty Images: Shifting to Authenticity and Evoking Emotion

Grant Farhall | Chief Product Officer, Getty Images

Two distinct brands. Hundreds of millions of visual assets. Learn how the most trusted and esteemed source of visual content in the world delivers multiple experiences for all kinds of customers.

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EPISODE 121

3 Ways to Elevate EX from the World's Best Workplace

Kristie Ornelas and Steve Cox | Cisco

Two leaders from the CX team at Cisco share three specific ways they're improving customer experience by first improving employee experience. Learn to shift culture and create new norms in meaningful, measurable ways.

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EPISODE 120

The ABCs of Creating Superfans

Brittany Hodak | Keynote Speaker

One of the best things you can do for the growth of your business is to turn more of your fans ... into superfans. Learn how to identify and engage fans in a way that turns your best customers into your best source of new customers.

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EPISODE 119

The 6 P's of Writing, Publishing, and Selling Your Book (Part 2 of 2)

Ethan Beute | Coauthor, Rehumanize Your Business

Writing a book is a common goal. But what's the process like? And how do you get it published and into readers' hands? Here are some things we learned on our Rehumanize journey.

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EPISODE 118

The 3 C's That Make or Break the SDR Experience

Ernest Owusu | Senior Director of Sales Development, 6sense

The BDR or SDR role is still considered entry-level. But it's evolving quickly and significantly affects customer experience. Learn how to hire, develop, and compensate these team members for better experiences and better results.

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EPISODE 117

Your First 30, 60, and 90 Days in a New CX Role

Jeff Breunsbach | Director of Customer Experience, Higher Logic

Jeff found himself in a new organization and a new CX role after his CX and CS consultancy got acquired. Get his plan for the first 90 days. Learn to enhance community and create peer connections. And take the first step from zero to one.

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EPISODE 116

Closing Both Loops with Voice of the Customer

Lauren Culbertson / Co-founder & CEO, LoopVOC

Your Customer Success team does a great job closing the little loops of customer questions and problems. But are you missing the big loops opened through voice of the customer that can have meaningful and measurable impacts on your business?

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EPISODE 115

(Re)Humanizing Your Events, Content, and Community

Bo Brustkern / Co-Founder & CEO, LendIt Fintech

When you're building the world's strongest network of financial service innovators, the ability to get face to face is critical. Learn how a team stayed personal while going virtual in a powerful, pandemic-driven pivot.

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EPISODE 114

The 6 Ps of Writing, Publishing, and Selling Your Book (1 of 2)

Ethan Beute / Coauthor, Rehumanize Your Business

Writing a book is a common goal. But what's the process like? And how do you get it published and into readers' hands? Here are some things we learned on our Rehumanize journey.

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EPISODE 113

Building Customer Experience From The Ground Up

Eric Crane / Cofounder and COO, Flatfile

Do what doesn't scale in order to learn what it'll take to successfully scale. Empower every single team member to make informed decisions. These are just two of several tips to improve CX that this cofounder shares with you.

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EPISODE 112

Leading and Selling with Noble Purpose

Lisa Earle McLeod / Founder, Author, and Keynote Speaker, McLeod and More

To do work we're proud of requires that we have a sense of purpose. And purpose drives profit (not the other way around). Learn the "noble purpose" approach and how it can improve employee experience and customer experience.

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EPISODE 111

Building a Personal Experience Into Your Customer Experience

Greg Segall / Founder & CEO, Alyce

Within each customer's experience (CX), we must drive toward a personal experience (PX) for her or him. Listen in to learn the difference between personal and personalized and to learn how technology can help us create PX.

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EPISODE 110

The Inbound-Freemium Connection

Nicholas Holland / VP & GM of Marketing Hub, HubSpot

HubSpot defined and built the inbound marketing movement. Over the past several years, they've also moved into freemium models across their product offerings. Learn about the inbound-freemium connection and get useful tips for better on-site experiences for your customers.

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EPISODE 109

Finding Your Customer's Aha Moment

Ethan Beute / Chief Evangelist, BombBomb

That moment of insight, clarity, and understanding. That moment when it all clicks that you, your product, or your service truly matter and make a meaningful difference. Learn about finding your customer's aha moment.

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EPISODE 108

Personas Don't Drive Revenue ... Mindsets Do

Kristin Zhivago / Founder and President, Zhivago Partners

We're not just marketing and selling to people; we're also marketing and selling into windows of opportunity. Learn how and why understanding customer mindsets can help you drive more revenue than customer personas.

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EPISODE 107

Improving Retention (From the First Hello)

Gowri Ramkumar / Customer Relationship Manager, Kovai.co

Customer retention is all about trust. And there are things we can do within the customer experience to improve it. Get three things you can do to increase retention, learn how sales reps can be more like doctors, and the advantage of experiencing the same pain of your customers.

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EPISODE 106

The Magic of Creating Memories at Specific Moments

Jeff Kaylor / Magician, Author, and Keynote Speaker

The parallels between magic and CX are stronger and clearer than you may think. Being present, focusing on your customer, inspiring wonder, creating memories - learn to make customers feel that their experience is just for them.

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EPISODE 105

From Corn Flakes to Customer Experience, It's All About Brand

Susan Meier / Founder and Principal, Susan Meier Studio

Strategy and creativity are complementary; each needs the other. Learn how to make sure each reinforces the other as you deliver experiences, build brands, and enhance relationships with customers.

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EPISODE 104

Differentiating Far Beyond Product, Features, or Price

Stacy Sherman / Founder, DoingCXRight

If you're truly differentiating your product or service, you're collaborating with your customers and your employees. Learn a "heart and science" approach to employee engagement and customer experience - and how video can help.

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EPISODE 103

Building Relationships with Your Customers' Customers

James Lloyd / CTO, Redox

Your go-to-market strategy focuses on one type of customer, but your product or service connects them with another type of customer. What do you do? Build relationships with your customers' customers to create a flywheel effect.

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EPISODE 102

Using Suggestion To Sell Decisions and Good Feelings

Paul Ross / CEO and Head Trainer, Subtle Words That Sell

Though it's tempting to thing we're selling products and services, we're more effective and improve customer experience when we approach it as selling decisions and good feelings about those decisions. Learn from a master hypnotist.

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EPISODE 101

Embracing Disruptive Moments: Acquisitions and Role Changes

Isabelle Papoulias / CMO, Mediafly

How can you disrupt a high-performing marketing team or two or three? Try this: back-to-back acquisitions. Learn how to manage this type of transition in a way that puts people first, minimizes complexity, and produces results.

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EPISODE 100

Epic Takes: Human-First Highlights from 100 Episodes

10 Guests from the First 100 Episodes

To celebrate this first divisible-by-100 milestone, we looked back at every video clip and found ten that transcend day-to-day operations. They're human-centered and human-first highlights. Enjoy these epic takes!

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EPISODE 99

3 Ways CX Programs Go Wrong (and Right!)

Ian Luck / VP of Global Marketing, CustomerGauge

Successful CX programs have alignment from the C-Suite through management to the frontline. Get insights to create this alignment, as well as to evolve from a focus on NPS to monetized NPS to account experience.

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EPISODE 98

The End-To-End Transparency Trend

Nina Simosko / Chief Commercial Officer, Akerna

Driven by customer preference, as well as regulatory compliance, more businesses provide transparency into their entire supply chain. Learn about that trend, about the CX-EX link, about the role of a Chief Commercial Officer, and more.

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EPISODE 97

How UX Drives CX (& The Entire World Economy)

Bob Berry / Principal UX Researcher, AnswerLab

Because so many interactions are now digital, virtual, and screen-based, we can't talk customer experience without talking user experience. Go deep on UX with an expert on human-computer interactions.

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EPISODE 96

4 Steps to Better Storytelling

Michael Ashford / Director of Marketing, The Receptionist

To improve your storytelling is to connect more effectively with your customers both cognitively and emotionally. But "storytelling" is a bit buzzy. How do you actually do it? And do it well? Learn 4 characteristics of a great storyteller.

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EPISODE 95

The 5 I's of Customer Experience

Jim Rembach / President, Influence To Action

To create employee engagement and to deliver an exceptional customer experience, we must constantly execute on the five I's: intention, investment, invention, inspection, and iterations. Explore these I's and the link between employees and customers.

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EPISODE 94

Please Email Me: The Customer Feedback Episode

Ethan Beute / Chief Evangelist, BombBomb

To start make strides in improving customer experience, you've already got what you need ... customer feedback! In this short episode, get reminders on where to find your feedback and how better to use it right now. Also: please email me.

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EPISODE 93

3 Best Practices of a Great Community Builder

Joe Huber / Customer Community Strategist, Sprout Social

As two-time guest Sangram Vajre says: without a community, you're just a commodity. But how do you build and manage a customer community? And what are some key strategies? Learn some community benefits and best practices.

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EPISODE 92

What's Next for Restaurants and Offices

Alex Grace / Director of Sales, Fooda

Adaptability and flexibility are always good qualities for your organization, teams, and team members to demonstrate, but they're critical right now. Two industries that need it most: restaurants and commercial real estate. Hear how they're adapting and what's ahead.

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EPISODE 91

Align & Engage for Enterprise Sales Success

Nema Hashemi / Director of Sales, Contentstack

Learn why engagement is fundamental to CX success, how sales can leverage CS as a competitive advantage, what to look for in building an enterprise sales team, and how focus on a specific customer profile is critical to enterprise sales success.

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EPISODE 90

Why Transparency Sells Better Than Perfection

Todd Caponi / Author, The Transparency Sale

Humans want to predict what’s going to happen. So your customers work to anticipate how well the experience will match up with your promises. Do the work for them by being more transparent in your sales and marketing efforts. Pitch your competition. Reveal your flaws. And win deals. Here’s how.

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EPISODE 89

The Four Stages of Video Adoption

Ethan Beute / Chief Evangelist, BombBomb

Video messages keep your team face to face with prospects, customers, strategic partners, each other, and everyone else in your business ecosystem. To get up and going with video successfully requires movement through four specific stages of adoption. Learn what, exactly, to expect and get tips to help.

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EPISODE 88

Talking CX and EX with Sendoso’s Chief Customer Officer

Alli Tiscornia / Chief Customer Officer, Sendoso

Learn why and how to connect employee experience with customer experience, become a partner rather than a vendor, make retention the new expansion, and turn customers into marketers.

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EPISODE 87

Staying Human-First In Your Sales Process

Tori Belkin / Sr. Director of Sales and Sales Enablement, Ceros

Make sales personal and human again is easier said than done. Learn how and why Tori and her team focus on personalization, take a conversational approach, and win deals based on the buying experience.

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EPISODE 86

Hiring For Soft Skills, Training For Tech Skills

Richard Myers / VP of Customer Support and Success, Linode

Finding that perfect combination of deep technical skills and winning soft skills for CS roles can be hard, especially when you’re growing fast. Learn how the Linode team reorganized to create a training process and curriculum that’s allowed them to hire chefs, roofers, social workers, and others for soft skills, then train the tech skills.

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Corey McCarthy, Socio, Socio Events, virtual events, virtual event, marketing pivot, pivot to a virtual event

EPISODE 85

How To Successfully Pivot To A Virtual Event

Corey McCarthy / CMO, Socio Events

The pivot. Sometimes you choose it. Sometimes a pandemic demands it. Learn how a team pivoted their offering, launched professional services, doubled down on education, and helped customers pivot from live to virtual and hybrid events. And learn to deliver a virtual event great!

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Sangram Vajre, Terminus, Account-Based Marketing, ABM is B2B, Chief Evangelism, Building a Community, Building a Category

EPISODE 84

10 Rules for Building a Category and Community

Sangram Vajre / Cofounder and Chief Evangelist, Terminus

If you're thinking about B2B sales and marketing in terms of your pdouct and your competitors, you're thinking too small. Learn how to build a category and a community around the problem you solve, not just the product you sell.

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Brian Gilman, Product Marketing, Solutions Marketing, Vonage, crisis customer communication, pandemic, failover, continuity, augmentation

EPISODE 83

The 3 Pillars of Post-Crisis Customer Communication

Brian Gilman / VP of Product and Solutions Marketing, Vonage

The COVID-19 pandemic very immediately brought challenges to every business and industry. Gilman breaks down the pre-, during-, and post-crisis phases of the pandemic, describes the three pillars to sustain necessary change, and walks through customer experience winners and losers in the months and years ahead.

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Ethan Beute, Zoom call, Zoom fattigue, video calling, video calls, video conference, video conferencing, video communication, mental exhaustion, work from home, customer experience, employee experience

EPISODE 82

3 Ways to Fight Zoom Fatigue

Ethan Beute / Chief Evangelist, BombBomb

We're all doing more video calls and video conferencing than ever. And it's not slowing down. But video meetings can be exhausing. Learn what "Zoom fatigue" is and get 3 practical ways to fight it - for the health, wellness, and benefit of you, your team members, and your customers.

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Aaron Weiche, GatherUp, customer experience, customer feedback, customer survey, online reviews, online reputation, reputation management

EPISODE 81

4 Truths for Customer Experience as the Backbone of Your Business

Aaron Weiche / CEO, GatherUp

Gathering, listening to, and making visible real feedback from real customers is foundational to a great customer experience. Get practical processes to improve the ease, visibility, and authenticity of your online reviews and online reputation.

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Gil Cohen, employee experience, Employee Experience Design, talent management, hiring experience, customer experience

EPISODE 80

Employee Experience Design: How, Why, and Where To Begin

Gil Cohen / Founder, Employee Experience Design

A remarkable employee experience is a necessary precursor to a remarkable customer experience. But how do we get intentional? Where do we begin? What benefits might we expect? Get the how, why, and where of EX design.

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Anthony Coundouris, run_frictionless, run frictionless, frictionless experience, customer experience

EPISODE 79

A 4-Part Framework For A Frictionless Experience

Anthony Coundouris / Founder & Author, run_frictionless

Friction is a customer experience killer. Learn the 4-part framework to run frictionless by aligning your organization around who you serve, what you serve, what you believe, and how you serve.

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Piyanka Jain, Aryng, data science, data analytics, data culture, data literacy, Analytics Queen

EPISODE 78

3 Ways To Improve Data Literacy

Piyanka Jain / President & CEO, Aryng

A clear data strategy and a strong data culture are keys to long-term success. But in all likelihood, the majority of your team members lack the appropriate data literacy for their roles. Learn why that matters and 3 ways to change it.

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Ethan Beute, BombBomb, Chief Evangelist, science of video, video messaging, video metrics, face to face time

EPISODE 77

The Science of Video (And The New Metric That Matters Most)

Ethan Beute / Chief Evangelist, BombBomb

Learn about the science of video from three previous guests of The Customer Experience Podcast, results you can expect from implementing video messaging, key metrics to pay attention to, and a new metric that matters most for its transcendent qualities.

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Todd Hockenberry, B2B marketing, B2B sales, consultant, advisor, coach, Inbound Organization

EPISODE 76

When Customer Experience Becomes An Existential Experience

Todd Hockenberry / B2B Advisor & Coach, Top Line Results

Hockenberry co-authored a book on customer experience, Inbound Organization, but the COVID-19 pandemic changed his view on CX. Here, he talks differentiation, alignment, customer-centricity, personalization, and more - all through the lens of a crisis and with several stories and examples.

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Dan Hill, Sensory Logic, Emotional Intelligence, human faces, human emotion

EPISODE 75

Emotional Intelligence and the Power of Faces

Dan Hill, Ph.D. / President, Sensory Logic

For its natural draw, its information density, and its connective power, the human face is "the richest visual territory on the planet." Learn about the benefits of emotional intelligence and how it affects communication with your customers and employees.

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Stef Caldwell, Narrative Science, tech touch, human touch, technology, community

EPISODE 74

Using Tech to Scale the Human Touch and Build Community

Stef Caldwell / Senior CS Leader and Comunity Architect, Narrative Science

Tech, tools, and data are means to ends. How do we use them to benefit, enable, and empower people? Learn ways to use tech to maintain a human touch, tell better customer stories, and build a community.

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EPISODE 73

Marketing To Your Employees, Not Just Your Customers

Christopher Wallace / Cofounder and President, InnerView Group

Your brand is a promise that's honored - or broken - in your delivery of customer experience. Learn how internal marketing improves understanding, pride, and purpose in our frontline employees.

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Shanee Ben-Zur, marketing, product marketing, growth marketing, customer conversations

EPISODE 72

Better Marketing Through Product, Sales, and Customer Conversations

Shanee Ben-Zur / Head of Marketing, Media, and Growth, Crunchbase

To connect better with customers, you need to understand them. And data alone won't give you that. Learn how, when, and why to have more product, sales, and customer conversations.

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EPISODE 71

Differentiating Your Brand by Humanizing the Experience

Ed Breault / CMO, Aprimo

Ed's two mantras this year: the personal brand is the new corporate brand and the customer is the new marketer. To realize both requires empowering your team and humanizing your experience.

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Jeff Riseley, Sales Health Alliance, mental health in sales, salesperson mental health, anxiety, depression

EPISODE 70

Mental Health In Sales: More Than 40% Struggle

Jeff Riseley / Founder, Sales Health Alliance

Think of five salespeople you know. Odds are, two of them struggle with mental health. Why it happens, why it matters, and what we can do about it.

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Ethan Beute, BombBomb, customer experience, what is CX, essence of CX, feeling

EPISODE 69

The Essence of CX: How You Make People Feel

Ethan Beute / Chief Evangelist, BombBomb

After a year of asking dozens of smart and accomplished people what customer experience is, I had the opportunity to process it all and put it into one statement. Did I get it right? If not, what's missing?

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Josh Fedie, SalesReach, buying experiences, customer experience, video, video in sales

EPISODE 68

Creating and Delivering Better Buying Experiences with Video

Josh Fedie / Founder, SalesReach

Accelerating your sales process, improving your buyer's experience, and personalizing your overall customer experience. Our guest has practical ideas on all that and more - including why and how to get face to face through video.

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Samantha Stone, customer communication, crisis communication, communication channels, video, website chat

EPISODE 67

Customer Communication In Times Of Crisis

Samanthan Stone / Founder & CMO, Marketing Advisory Network

No matter where you are, you're facing the COVID-19 pandemic. As a result, there's no such thing as "business as usual." How do we adjust and empathize? Get insights into customer communication channels, marketing and CS messages, and imperfect video.

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Ben Smithwell, customer experience, CX design, CX strategy, CX dream, Comotion

EPISODE 66

Restoring the Human Factor to Fulfill the "Big CX Dream"

Ben Smithwell / Director and CX/CS Designer at Comotion

Plenty of evidence suggests that CX is in a pretty bad state. Find out where the soft spots and illusions are and learn how to restore the human factor to CX, align CX with real business objectives, and prove the value of CX initiatives.

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Chris Hicken, nuffsaid, nuff said, UserTesting, product usage, vanity metric

EPISODE 65

Product Usage As A Vanity Metric

Chris Hicken / Founder and CEO, 'nuffsaid

We often look to product usage to assess customer health and account risk in recurring revenue businesses. Learn a more nuanced and effective approach and pick up useful product, customer success, and go to market insights.

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Wes Schaeffer, The Sales Whisperer, customer lifecycle, ABCDE

EPISODE 64

A Circular Approach to the Customer Lifecycle

Wes Schaeffer / The Sales Whisperer

People often view the sales funnel or customer lifecycle as a linear, step-by-step process. Learn why it's better to view it as a circle and how it can be as easy as ABC ... DE.

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Fanocracy, human connection, David Meerman Scott, fans, fandom

EPISODE 63

Creating Fans Through Human Connection

David Meerman Scott / Bestselling author, Fanocracy

Any organization can create fans and build a fandom and it starts with human connection. Here how physical proximity, video communication, relationships, co-creation, free giveaways, and other practices can turn fans into customers and customers into fans.

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EPISODE 62

The 6 Layers of Learning: Bloom's Taxonomy

Ethan Beute / Chief Evangelist, BombBomb

In your work and in your life, you're both teaching and learning - for yourself, your team members, your customers, and others. Hear how a simple, hierarchical framework of learning objectives can help assure better outcomes.

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Creating Connection, James Carbary, Content-Based Networking

EPISODE 61

Instantly Creating Connection with Anyone You Want to Know

James Carbary / Founder, Sweet Fish Media

You don't have to rely on luck, hope, or serendipity to build relationships with people who can have a significant impact on your life and career. Learn how content-based networking creates connection and generates results.

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EPISODE 60

The Context Marketing Revolution

Mathew Sweezey / Director of Market Strategy, Salesforce

Limited media has given way to infinite media. Attention is no longer as important as context. Incremental improvements won't get us where we need to go. Mat's spent several years researching what this means for marketing and customer experience.

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The Pirate's Guide To Sales, Tyler Menke, Myriad Genetics

EPISODE 59

The Pirate's Guide to Sales: Learn and Steal from the Best

Tyler Menke / Author, The Pirate's Guide to Sales

According to Steve Jobs, "it's more fun to be a pirate than to join the navy." Faced with the most challenging assignment of his sales career, Tyler became a pirate. Hear what he's learned from dozens of sales leaders and pracitioners.

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experiential marketing, customer experience, Ruthie Schulder

EPISODE 58

Uniting Customers and Brands Through Experiential Marketing

Ruthie Schulder / Cofounder and CEO, The Participation Agency

Have you ever thought about turning digital experiences into lived experiences? Well, it could be the bridge that unites your brand and your customers, and Ruthie Schulder, Co-Founder and CEO of The Participation Agency, explains why experiential marketing is the way to go.

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EPISODE 57

Customer Obsession As Your Key Differentiator

Ned Arick / Account Executive, YourWelcome

If you want your business to thrive and win in 2020, customer obsession needs to be a priority. Ned Arick, Account Executive and YourWelcome, points out why customer obsession is an absolute must, and how to implement it in your sales process.

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EPISODE 56

3 Customer Experience Myths Debunked and Set Straight

Ethan Beute / Chief Evangelist, BombBomb

There are various misconceptions when it comes to CX. The Customer Experience Podcast Host Ethan Beute sets the record straight on the top three customer experience myths.

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EPISODE 55

Creating An Amazing Customer Experience By Being “Slightly Better Than Average”

Shep Hyken / Customer Service Expert

Providing an amazing customer experience may seem like difficult feat, but it's not an impossible one. In fact, Shep Hyken, Chief Amazement Officer and Shepard Presentations, is here to remind us all it takes to deliver an awesome CX is to be "slightly better than average."

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EPISODE 54

Unlocking the Science of Video with Vanessa Van Edwards

Vanessa Van Edwards / Lead Investigator, Science of People

Fun fact- oxytocin can be released through video. On this episode, Vanessa Van Edwards, bestselling author of "Captivate," dives deep into the science behind video, video best practices and more.

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EPISODE 53

Sales Advice For Leading, Coaching, and Aligning Your Team

Dave Kennett / Founder and CEO, Replayz

In order to have happy customers, you need happy team members. Dave Kennett, Founder and CEO of Replayz, shares his sales advice for making this happen – covering everything from leadership and sales coaching to interdepartmental alignment.

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EPISODE 52

Video Belongs In These 3 Moments In Your Customer Journey

Ethan Beute / Chief Evangelist, BombBomb

If you're ready to adopt video in your business, you may be wondering where to start. Ethan Beute, The Customer Experience Podcast Host, details three moments along the customer journey in which you should be implementing video.

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EPISODE 51

How To Enable Your Sales Team: Practical Tips for Sales Leaders

Joe Caprio / VP of Sales, Chorus.ai

Are you providing your sales team with the resources, tools and knowledge they need to not only close deals, but also create an awesome CX? Joe Caprio, VP of Sales at Chorus.ai, reveals his sales enablement tips for sales success.

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EPISODE 50

AI Ethics in Marketing: Customer Persuasion vs Customer Coercion

William Ammerman / Author, The Invisible Brand

How is artifical intelligence and technology changing our interactions with customers? William Ammerman, author of "The Invisible Brand," responds to this question and analyzes the ethics that come into play as tech evolves.

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EPISODE 49

4 Marketing Ideas to Increase Sales (That You Should Steal Today)

Scott Barker / Head of Partnerships, Sales Hacker

The customer experience is made up of sales and marketing as a whole, yet there's still arbitrary lines between the two. Scott Barker, Sales Engagement Evangelist at Outreach, learned very on in his career that the two have to work together for amazing CX to happen, and he reveals four marketing tactics to increase sales that you should try today.

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EPISODE 48

5 CX Tips from My Car Buying Experience

Ethan Beute / Chief Evangelist, BombBomb

Buying a car can be exciting, but also daunting. Ethan Beute, The Customer Experience Podcast Host, shares five CX lessons learned from his own car buying experience.

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EPISODE 47

Asking Better Sales Questions for Greater Sales Success

Brian Robinson / Author, The Selling Formula

"One question can change everything." Indeed it can, and Brian Robinson, author of "The Selling Formula," talks about being mindful with the sales questions we're asking customers to give them the experience they yearn for and garner the sales results we want to achieve.

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EPISODE 46

Developing Customer Loyalty Requires Cultural Empathy

Kristin Messerli / Founder and CEO, Cultural Outreach

The Golden Rule is what comes to mind in CX, but did you know that it doesn't apply to all of your customers. Because in the diverse country we live in, the way we communicate varies, so Kristin Messerli, Founder and CEO of Cultural Outreach, explains the important role of cultural empathy in the CX we provide.

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EPISODE 45

The Modern Buying Process and Product Led Growth

Wes Bush / Founder, Product Led Institute

Did you know that your product alone has the potential to provide an amazing customer experience and grow your business? Wes Bush, author of "Product-Led Growth," dives deep into the product-led growth model, and why it works.

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EPISODE 44

The 3 Components Of Trust For Better Customer Relationships

Cory Scheer / Director of Church and Community Engagement

Loyal customers stem from a solid foundation of trust. Cory Scheer, Director of Church and Community Engagement at Pleasant Valley Baptist Church, details the three components of trust needs to establish strong customer relationships.

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EPISODE 43

3 Ways To Win With The SaaS Sales Method

Ethan Beute / Chief Evangelist, BombBomb

To build a successful SaaS company, Winning By Design belives your entire company needs to work together as one large sales team. The Customer Experience Podcast Host Ethan Beute dives deep into their SaaS Sales Method and elaborates on ways to be successful with it.

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EPISODE 42

5 Ways Internal Alignment Can Elevate Your Customer Experience

Sangram Vajre / Cofounder and Chief Evangelist, Terminus

Alignment across your organization is vital to delivering a great customer experience. It can be challenging to execute, but it is attainable and Terminus Chief Evangelist Sangram Vajre breaks down how to accomplish this alignment on this episode.

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EPISODE 41

Setting Up Your B2B Live Chat To Dramatically Accelerate Sales

Nelson Bruton / President, Interchanges

How do you best use B2B live chat in ways that will generate results for your company, while still providing an optimal CX? Nelson Bruton, President at Interchanges, explores and answers this question with live chat best practices to implement in your business that will bring your business success.

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EPISODE 40

The Biggest Transformation in Prospecting in 30 Years

Dan Tyre / Sales Executive, HubSpot

Plain text doesn't sell; humans do. HubSpot Executive Dan Tyre recognizes this and discusses how video is changing the prospecting landscape.

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EPISODE 39

Company Culture As Your Competitive Edge

Lance Risser and Levi Ayriss / VPs of Field Operations, Dutch Bros Coffee

Your company culture has the potential to get your employees excited about the experience they're providing customers. Lance Risser and Levi Ayriss of Dutch Bros Coffee share how they accomplish this at their popular coffee chain, and why it's successful.

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EPISODE 38

Training and Certifying Your Sales Team to Speak Your Customer’s Language

Alex Rosemblat / VP of Marketing, Datadog

How we speak to customers can make or break the CX you provide them with. We need to speak in their language if we want to build trust, and Alex Rosemblat, VP of Marketing at Datadog, details how to do this in a way that is beneficial to your customers and your business.

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EPISODE 37

How NOT to Use LinkedIn Messaging for Prospecting

Ethan Beute / Chief Evangelist, BombBomb

LinkedIn can be a great avenue for prospecting – if you do it right. Ethan Beute, The Customer Experience Podcast Host, posed a question on LinkedIn prospecting on his own profile and discusses his takeaways on the responses.

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EPISODE 36

The Financial Side of CX: Which Customers Should You Invest In?

Sarah Toms / Cofounder and Executive Director, Wharton Interactive

Despite what we may think, not all customers are created equal. And on this episode Sarah Toms, Co-Founder and Executive Director of Wharton Interactive, dives into why this is the case – as well as which customers we need to be investing in.

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EPISODE 35

2 Keys to Creating an “Extraordinary” Customer Experience

Dan Gingiss / Customer Experience Expert

Do you know what it takes to provide an exceptional customer experience? Tune in to hear what Dan Gingiss, Chief Experience Officer at Winning Customer Experience, believes are the two essential elements to taking your CX to the next level and making it extraordinary.

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EPISODE 34

4 Things Every Customer Wishes You Understood About Them

Mike Redbord / GM of Service Hub, Hubspot

Wouldn't it be great if we could know and comprehend what customers need and expect from us as businesses? Listen in as Mike Redbord, Service Hub General Manager at Hubspot, talks through embracing CX as a feeling, taking ownership on bad experiences, the power of video in humanizing your business, and more.

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EPISODE 33

What Your Marketing Team’s Doing That’s Probably Illegal

Sharon Toerek / Attorney, Legal+Creative

To make a great CX happen for your customers, you have to do it the right and legal way. We have Sharon Toerek of Legal+Creative on this episode to chat about everything related to intellectual property, fair use, consumer data protection and more.

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EPISODE 32

Meeting Customers’ Evolving Needs with a Customer Experience Team

Luke Owen / Director of Customer Experience, Formstack

For your business to be successful, you need to embrace and prioritize a CX mindset. So, Luke Owen, Director of Customer Experience at Formstack, explains how to do this, while keeping in mind the ever evolving needs of customers.

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EPISODE 31

Brand Legacy Is A Human Thing (Not A Corporate Thing)

Kristy Krueger / VP of Marketing, Revel Health

An awesome customer experience comes from simply treating your customers like human beings. Kristy Krueger, Revel VP of Marketing, details how by doing so you are creating experiences that are building your brand legacy.

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EPISODE 30

How To Avoid Branding and Marketing Mistakes While Driving Fast

Dave Knox / Founder and Advisor, Predicting the Turn

Businesses grow fast, making oversights possible – especially on the marketing and branding front. Predicting the Turn Strategic Advisor Dave Knox, teaches on how to prevent this from happening to your high-growth company along the way to expansion.

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EPISODE 29

Making B2B Marketing More Personal

Brett Chester / VP of Marketing, Sitetracker

With B2B marketing, it's easy to forget that there are real humans on the receiving end of your messaging – not just a company. And as such, we talk to Brett Chester, VP of Marketing at Sitetracker, about the need to market to them in more meaningful and intentional ways.

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EPISODE 28

No, Your Customer Isn’t Always Right

Jaime Casap / Chief Education Evangelist, Google

"The customer is always right" – it's a phrase engrained in us as business professionals and as consumers. But it's also false, and Google's Chief Education Evangelist Jaime Casap is on this episode to explain why.

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EPISODE 27

4 Emerging Customer Experience Themes

Ethan Beute / Chief Evangelist, BombBomb

Ethan Beute, Host of The Customer Experience Podcast, examines four emerging CX themes he's uncovered from his guests so far.

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EPISODE 26

Increasing Lifetime Value and Decreasing Acquisition Cost by Holding Attention

Jay Acunzo / Founder, Marketing Showrunners

How do we increase customer retention and decrease acquisition costs? It's all about grabbing (and keeping) your customers' attention, and Marketing Showrunners Founder Jay Acunzo explains just the tricks for keeping them engaged.

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EPISODE 25

Why Friction Is A Customer Experience Killer

Brian Gilman / VP of Solutions Marketing, Vonage

It's no secret that friction can kill a customer's experience with your product or service. Brian Gilman, VP of Product Marketing at Vonage, reveals the secrets for preventing or reducing this friction from plaguing the CX in your business.

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EPISODE 24

How Embracing Failure Actually Benefits Your Customers

Marc Rodan / Founder and Owner, Ninjafy and Rodan Creative

In life, it's hard to grow without experiencing failure at one point or another. It's the same thing in business, and Ninjafy Co-Founder Marc Rodan talks to embracing a growth mindset to better serve customers.

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EPISODE 23

Showing Up Authentically To Honor Your Customer Promise

Paula Hayes / Founder and CEO, Hue Noir

Authenticity is at the core of all relationships built with customers, so how do you deliver on your brand promise authentically? Paula Hayes, CEO, President and Founder of Hue Noir Cosmetics, answers this question and more on this episode of The Customer Experience Podcast.

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EPISODE 22

Rehumanize Your Business By Building Relationships Through Video

Ethan Beute / Chief Evangelist, BombBomb

The need for face-to-face communication in business is there, but the time isn't. The Customer Experience Podcast Host Ethan Beute describes how video fills this void by rehumanizing communication and your business.

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EPISODE 21

Turning Customers’ Online Actions into Offline Experiences

Michael McCarthy / Founder and CEO, Inkit

Direct mail marketing is as effective as ever. Inkit Founder and CEO Michael McCarthy clarifies why, and shares some direct mail best practices with us.

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EPISODE 20

Why Obsession Is The Missing Ingredient In Your Customer Experience

Matt Knee / Founder and President, MyCompanyWorks

Are you making obsession one of your main business practices? If you aren't, Matt Knee, Founder and President of MyCompanyWorks, believes you should and he explains the crucial role this mindset plays in CX on this episode.

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EPISODE 19

Why Customer Experience Is The Only Differentiator Left

David Cancel / Founder and CEO, Drift

In a world of endless corporate competition, CX is the key element that will set you apart. We dive into how meaningful conversations help provide an awesome customer experience with Drift CEO and Founder David Cancel.

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EPISODE 18

Create Delight to Keep Customers for Life

Jordan Olivero / Director of Customer Success, Swimlane

If you want loyal customers, you have to bring them delight. Jordan Olivero, Swimlane Director of CS, elaborates on this idea in the following episode.

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EPISODE 17

The Best Customer Experience Delivers an Appropriate Experience

Jonathan Bolton / SVP of Operations, BombBomb

The customer experience is not "one size fits all." Amazing CX is driven by the appropriate experience, and our BombBomb VP of Operations Jonathan Bolton explains why.

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EPISODE 16

Better Ways to Build Trust With Your Customers

Charles Green / CEO, Trusted Advisor Associates

In order to establish healthy relationships with customers, you need them to trust you. While gaining that trust may seem like a challenging feat, Trusted Advisor Associates CEO Charles Green speaks on simple ways you can do so.

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EPISODE 15

You Have 100 Days to Create or Lose a Lifelong Customer

Joey Coleman / Author, Never Lose A Customer Again

Want to know how to keep customers for life? Joey Coleman, Design Symphony Chief Experience Composer, knows how, and he shares his strategies for retention with us on this episode.

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EPISODE 14

Balancing Automation, Artificial Intelligence, and Human Relationships

Samantha Stone / Founder and CMO, Marketing Advisory Network

Technology is great – in balance. Marketing Advisory Network CMO Samantha Stone talks using automation and artificial intelligence without compromising customer relationships.

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EPISODE 13

Sales Strategy Mistakes and How to Fix Them

Jeremy Donovan / SVP of Sales Strategy, SalesLoft

Are you wondering why your sales strategy isn't giving you the results you're looking for? Jeremy Donovan, Senior VP of Sales Strategy of SalesLoft, walks us through common sales strategy mistakes and how to fix them.

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EPISODE 12

Branding Through Customer Experience Like Apple

David Brier / Author, Brand Intervention

Whether you like it or not, the customer experience you provide is your brand. DBD International (branding consultancy and agency) Chief Gravity Defyer David Brier addresses how to make your branding win long term.

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EPISODE 11

Rehumanizing Business (and the World) with Better Communication

Darin Dawson / Cofounder and President, BombBomb

Plain-text emails, text messages, and other faceless communication methods dominate our business practices. But we all know that in-person, authentic conversations are the way to make great things happen for your company, so BombBomb President and Co-Founder Darin Dawson shares why he's making it his mission to rehumanize business (and the world) with better communication.

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EPISODE 10

Does Your Sales Team Hurt Customer Success?

Nick Hart / Strategic CSM, Outreach

We never think of a closed sales deal as a bad thing, but it can be. Tune in as Nick Hart, Strategic Customer Success Manager at Outreach, explains when closing deals can be problematic for customer success, the challenges that can occur as a result, and how to prevent them from happening in the first place.

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EPISODE 9

Why Customers Leave and How To Win Them Back

David Avrin / Author, Why Customers Leave and How to Win Them Back

Why do customers leave, and how do we win them back? David Avrin is an expert on this topic (and he even wrote a book all about it), and he answers this question in depth on this episode.

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EPISODE 8

Take Care of Your Brand and It Will Take Care of You

Kurt Bartolich / Founder, GUTS Branding

Why is your brand vital to the success of your business? We look at this thoroughly with GUTS Branding Founder Kurt Bartolich – analyzing the important relationship between brand, experience and journey.

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EPISODE 7

Superior Customer Experience Starts Before There’s a Customer

Rachel Ostrander / Director of Runner Experience, Brooks Running

CX is often a priority after onboarding a customer, but shouldn't it start before? Rachel Ostrander, Brooks Running Director of Runner Experience, believes so, and she explains why in this episode.

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EPISODE 6

Connecting with Customers by Exploring a Shared Belief

Steve Pacinelli / CMO, BombBomb

How do we best connect with customers? BombBomb's CMO explores the importance of finding a shared belief with customers, communicating with them more clearly, providing them with value and more on The Customer Experience Podcast.

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EPISODE 5

“The Holy Grail” of Connecting with Your Customers

Ann Handley / Chief Content Officer, MarketingProfs

Content isn't only a marketing tool; it's created in service to your customers for them to thrive with your service or product. On this episode, Ann Handley, MarketingProfs Chief Content Officer, details how content and branding consistency shape CX and why email is the missing piece to your content strategy puzzle.

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EPISODE 4

Is Your Company Built to Last or Built to Suck?

Joseph Jaffe / Admiral, The HMS Beagle

Is your company built to adapt to the ever-evolving business world? It needs to if you want it to withstand the test of time, and Joseph Jaffe, "admiral and co-founder" of The HMS Beagle, explains why in the following episode.

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EPISODE 3

Why Content Experiences Beat Content Marketing

Randy Frisch / CMO, Uberflip

Randy Frisch, Uberflip Co-Founder, CMO and President, thinks it's time to start thinking about content marketing as content experiences instead. He shares his five-part Content Experience Framework with us, and how it contributes to the overall customer experience.

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EPISODE 2

Business Relationships Quiz: How Many of Your Contacts Pass This Test?

Zvi Band / Cofounder and CEO, Contactually

Are you embracing the right mindset when it comes to cultivating relationships with your customers. In this episode, Zvi Band, Cofounder and CEO of Contactually, focuses on the idea that customers are more than just contacts for businesses – they're the whole reason they exist.

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Trust, Neuroscience, and the Customer Experience featuring Ed Powers image

EPISODE 1

Trust, Neuroscience, and the Customer Experience with Ed Powers

Ed Powers / VP of Client Success, InteliSecure

Trust is of the essence to build long-standing good relationships with customers. On this inaugural episode of The Customer Experience Podcast, we dive deep into the roles of trust and neuroscience in CX with InteliSecure VP of Client Success Ed Powers.

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