Host Jim Buscaglio interviews tech startup founders, leaders, and advisors to understand how these companies are creating a superior customer experience. Hear tactical advice that you can implement today on how to help improve your own customers' experience. Learn more at www.microadvisers.com
Welcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more Customer Experience (CX) leading practices!Today, our spotlight topic is on how to effectively use Artificial Intelligence (AI) to deliver a strong CX. To speak more in depth about this subject, we're here with Nathan Joens, co-founder and Head of Innovation of Structurely (https://www.structurely.com/), a conversational artificial intelligence software that responds to, qualifies, and nurtures your online leads.In this video, you will hear Nathan and I discuss the following practices:1.) How AI can effectively be used to deliver a stronger customer experience. 2.) Nathan's story for starting Structurely, and expanding into various different industries.3.) How AI can be used to augment CX practices and still lead with empathy toward customers.4.) What companies consider adopting an AI tool versus sticking with human-led support.5.) Drawbacks to using AI tools, and how companies adopting of AI platforms cna avoid these drawbacks.6.) Projections for the future of using AI tools to improve customer communication.If you have ideas for Podcast episodes, please info@microadvisers.com or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Stay connected to leading #CX practices at https://www.microadvisers.comSubscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275YouTube Link:https://youtu.be/C4rTX7iAopo#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #Structurely #AI #artificialintelligence #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers #data #startup
Welcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!Today, our spotlight topic is on Practical CSM. To learn more head over to https://practicalcsm.com/ This small business is on a mission to help customer success leaders, individual CSMs and those who are aspiring to join the profession better understand leading practices for delivering Customer Success services to their customers.To learn more about the community the Practical CSM team is building, we're here with founder, Rick Adams.In this video, you will hear Rick and I discuss:1.) How and why he built the Practical CSM Framework? 2.) As a long-time CS consultant, Rick discusses some proven CX practices he has seen work well, and how he incorporates these into his business.3.) Leading practices new CSMs can utilize to start-off their CS careers strong.4.) How more experienced Customer Success professionals can continuously grow.5.) Predictions for the Customer Success field evolution over the next few years, and how CS leaders stay abreast of these changes.If you have ideas for Podcast episodes, please info@microadvisers.com or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Stay connected to leading #CX practices at https://www.microadvisers.comSubscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275YouTube Link:https://youtu.be/u_uIOvqOPX0#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #PracticalCSM #CSM #Businesseducation #Business #Education
Welcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!Today, our spotlight topic is on the critical role customer support plays in B2B, B2C and B2E (Engineering) customers, and how to build a better operation in your startup or small business. To learn more, head on over to https://tylercrown.com/To better understand this concept, we're here with Michael Frew. Michael is the Owner/Operator of Tyler Crown, a corporation that manages, founds, and acquires cloud-based software products and services. Michael has over two decades of experience as a software developer and project manager.In this video, you will hear Michael and I discuss:1.) Leading practice in customer support functions.2.) The differences between B2C, B2B and B2E support, and when to use a certain model. 3.) Building these teams to operate effectively from the start; and turning around less than stellar support teams.4.) Skillsets pertinent to customer support functions. 5.) Tech-touch versus high-touch customer support models, and when each model works well. 6.) What stage a startup should start building a Support function.7.) How Customer Support personnel can grow their careers.If you have ideas for Podcast episodes, email info@microadvisers.com or please join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Stay connected to leading #CX practices at https://www.microadvisers.comSubscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275YouTube Link:https://youtu.be/dMxqy9seg0Y#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #TylerCrown #CSM #Businesseducation #Business #Education #CustomerSupport #Support #Customerservice
Welcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!Today, our spotlight topic is how to define and measure the return on investment generated by delivering a superior customer experience. To better understand this concept, we're here with Mary Cleary, Head of Growth at the high-growth customer experience AI startup, Frame.AI. Learn more at (https://frame.ai/).In this video, you will hear Mary and I discuss the following practices:1.) How companies like Frame AI are working to help companies use machine learning and artificial intelligence to produce more accurate and faster voice of the customer (VoC) outcomes.2.) How to measure and draw the connection between CX metrics and their impact on the overall business metrics (revenue growth, cost reduction etc.)3. The 'must-have" data elements to understand the voice of the customer and incorporate that data into a CX-first strategy to achieve the greatest RoI. 4.) The intangible benefits of truly understanding your customer data in a variety of different ways to deliver a stronger CX?5.) How to understand and incorporate AI into your practices to drive the best customer experience. If you have ideas for Podcast episodes, please info@microadvisers.com (https://www.linkedin.com/in/jimbuscaglio).Stay connected to leading #CX practices at https://www.microadvisers.comYouTube Link:https://youtu.be/oa2UWeIGpPo#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #FrameAI #AI #artificialintelligence #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers
Welcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices!Today, our spotlight topic is on the role of the Chief Customer Officer (CCO). We'll deep dive into this role, and discuss the considerations for hiring the right skills for this position to achieve the best outcomes. To better understand this concept, we're here with Debra Squyres, Chief Customer Officer of HackerRank (https://www.hackerrank.com/).In this video, you will hear Debra and I discuss the following practices:1.) A day-in-the-life of a CCO, and how this role is invaluable to a growing a business.2.) Deep dive into leading practices on informing customer strategy versus strategy execution and integrating various teams/divisions of the company around the customers' needs. 3.) Balancing strategy development/execution with resolving day-to-day customer challenges.4.) Core skills that help make a CCO successful. 5.) Understanding the right stage of a company's journey to hire a CCO.6.) How to empower the various teams to deliver a consistently great CX across all of your customers.7.) Specific examples of how to deliver a strong customer experience. If you have ideas for Podcast episodes, please email info@microadvisers.com or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Stay connected to leading #CX practices at https://www.microadvisers.comSubscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275YouTube Link:https://youtu.be/xpAnCkJYph0#Customersuccess #CX #Customer #Customerexperience #customersupport #SaaS #startup #growth #revenue #PM #HackerRank #AI #Cloud #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers #developers
Welcome back to the MicroAdvice Podcast. Thanks for watching the video, and please subscribe to see more CX insights from industry leaders!Today, our spotlight topic is CX tools, how to choose the right ones and ways to avoid pitfalls. To better understand this concept, we're here with Scott Hanford, founder and CEO of Muze (https://www.hellomuze.com/). Muze allows you to create video-powered surveys to get richer feedback without all of the headaches of traditional user research.In this video, you will hear Scott and I discuss the following tips:1.) What led Scott to build Muze, and how is helping companies deliver a better customer experience.2.) Some of the biggest CX gaps that need to be addressed using a software or tool, and how to effectively use such tools to fulfill these gaps.3.) How to find the best CX tools that fit your needs, when many seemingly offer similar solutions. 4.) Pitfalls to avoid when purchasing and using CX tools. 5.) How companies can maximize their experience using a tool, to achieve the best outcomes for their customers. If you have ideas for Podcast episodes, please info@microadvisers.com or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow this and other leading #CX practices at https://www.microadvisers.comSubscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275YouTube Link:https://youtu.be/E5vtLOWvptY#Customersuccess #CX #Customer #Customerexperience #Fintech #healthtech #empathy #customersupport #SaaS #startup #founder #PM #hellomuze #muze #customeroutcomes #churn #reducingchurn #customersatisfaction #revenue #userresearch #software
Welcome back to the MicroAdvice Podcast. Thanks for watching the video!Welcome back to the MicroAdvice Podcast. Today, our focus is helping customers achieve better results at their jobs.To better understand this concept, we're here with Jay Haynes. Jay is the Founder & CEO of thrv.com, the first and only Jobs-to-be-Done (JTBD) software for product, marketing, and sales teams.In this video, you will hear Jay and I discuss the following tips:1.) The background of "jobs-to-be done" using specific examples and Harvard research on the subject. 2.) Leading causes of customer pain points in using tools or services to do their jobs effectively, and how to quickly identify solutions to resolve these pain points. 3.) How your customers' jobs can be broken into three elements; a.) functional, b.) consumption and c.) emotional. You will hear case studies of how you can help your customers achieve all three through your product or service. 4.) Specific examples and stories from the field of how companies turned a negative customer experience into a positive one by delivering on what customers need to do their jobs better. 5.) Barriers to delivering a high-quality CX, and how to overcome these barriers by identifying the job your customers are trying to achieve. 6.) What companies can do to prevent a good customer experience (CX) from going awry and preventing higher than normal customer turnover before it starts.If you have ideas for Podcast episodes, please info@microadvisers.com or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow this and other leading #CX practices at https://www.microadvisers.comSubscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275YouTube Link:https://youtu.be/I96Vuz_2BeY#Customersuccess #CX #Customer #Customerexperience #Fintech #healthtech #empathy #customersupport #SaaS #startup #founder #PM #thrv.com #jobstobedone #customeroutcomes #churn #reducingchurn #customersatisfaction
Welcome back to the MicroAdvice Podcast. Thanks for watching the video! Please subscribe to hear more leading voices in customer experience (CX) share tips, tricks and advice you can implement to better serve your customers!Today, our spotlight is on helping micro-businesses in Southeast Asia to better serve their customers. We are here with entrepreneur Jonathan McIntosh who is CEO and founder of Opaper (https://www.opaper.app/).Opaper is a Shopify tailored experience for small to mid-sized businesses in Southeast Asia. Joanthan is on a mission to help businesses double their revenue each year by providing tools that are super easy to use. You will hear Joanathan and I discuss:1.) The concept behind Opaper for providing simple tools that are critical for small and micro-businesses.2.) How Joan built her business solely around customer needs and feedback. 3.) How Joan is empowering micro-businesses to employ a specialized customer experience to grow. 5.) Given 100% distance selling, we will hear how Joan is driving high quality CX in Opaper's sales cycle…and tips on how other companies can succeed as well. If you have ideas for Podcast episodes, please info@microadvisers.com or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow this and other leading #CX practices at https://www.microadvisers.comSubscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275YouTube Link:https://youtu.be/fQe8rnSp8cE#Customersuccess #CX #Customer #Customerexperience #empathy #customersupport #SaaS #startup #founder #Opaper #Indonesia #microbusiness #smallbusiness #SoutheastAsia #Asia
Welcome back to the MicroAdvice Podcast. Thanks for watching the video, and please subscribe to see more CX insights from industry leaders!Today, our spotlight topic is on time-to-value in data management. We'll talk about what it is, and how this impacts customer experience.To better understand this concept, we're here with founder and CEO of Airbyte, Michel Tricot. Airbyte is an open-source "Extract Transform Load (ETL)" standard for replicating data from applications, APIs & databases to create useable information for the entire organization. Learn more at (https://airbyte.io/)In this episode, you will hear Michel and I discuss the following tips:1.) The data challenge that nearly every company faces, and that Michel is aiming solve through Airbyte.2.) The value companies should be seeking to improve data management, in an effort to better inform their customers.3.) The customer experience challenges in today's data stack, and what can be done to help solve these challenges.4.) What teams can do to simplify data management to achieve faster time to value.5.) Some of the good, and maybe not so good practices for turning data into useful information that can be used by non-technical practitioners to deliver outcomes.6.) The customer-focused practices that young companies and startups should do from the start when building a customer-focused team (e.g.: Customer Success, User Success, Customer Experience). If you have ideas for Podcast episodes, please info@microadvisers.com or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow this and other leading #CX practices at https://www.microadvisers.comSubscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275YouTube Link:https://youtu.be/6jXKVFx7L0E#Customersuccess #CX #Customer #Customerexperience #data #datamanagement #timetovalue #dataquality #datastack #SaaS #startup #founder #airbyte #ETL #ELT #datatransformation #dataintegration #dataintegrity
Welcome back to the MicroAdvice Podcast. Today, our spotlight is on the experience delivered by one of the fastest growing accelerators on the market, On Deck (https://www.beondeck.com/). On Deck is a modern educational institution that unites people around the globe across a variety of programs for founders, podcasters, content creators, VCs, and many, many more aspiring entrepreneurs.To learn more about the amazing customer experience On Deck offers, we’re here with Head of Experience, Trish Kennelly.Trish and I discuss:1.) How On Deck is changing the startup ecosystem.2.) How On Deck builds a cohesive strategy to deliver a consistent experience across so many professions like venture capitalists, startup founders, healthtech, fintech, angel investors, and Customer Success professionals. 3.) Defining a clear Return on Investment, or RoI, is a struggle that many organizations have when delivering a customer experience program, and how On Deck can teach us leading practices in achieving this. 4.) Balance an omni-channel approach for online versus offline experiences. 5.) How a startup (currently) is helping to build, grow and sustain other startups. If you have ideas for Podcast episodes, please email Jim Buscaglio at jim@microadvisers.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow this and other leading #CX practices at https://www.microadvisers.comSubscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275YouTube Link:https://youtu.be/g7MpSvH4gIQ#Customersuccess #CX #Customer #Customerexperience #Fintech #healthtech #empathy #customersupport #SaaS #startup #founder #PM #OnDeck #Beondeck #startupaccelerator
Today, our spotlight topic is how to build solutions for your customers with a lasting impact. To better understand this concept, we’re here with Chris Slee. Chris is a Founder, Principal, and Chief Product Officer at AWH, a Dublin, Ohio software engineering firm creating innovative digital products for business clients. (Learn more at https://awh.net)Chris and I discuss: 1.) For a new software application or tool, how builders can best engage their customers to meet their needs.2.) How companies should avoid becoming feature factories but instead focus on customer outcomes.3.) Some traps new products face with their customers and examples how companies have successfully avoided these traps. 4.) How to build applications and software tools that are sustainable for everyone (novice users and experts).5.) How to turn a niche product into an application useable by a broad audience?6.) Underdog startups that turned a strong CX into success.If you have ideas for Podcast episodes, please email Jim Buscaglio at jim@microadvisers.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow this and other leading #CX practices at https://www.microadvisers.comYouTube Link:https://youtu.be/8zmfsuaN_1Q#Customersuccess #CX #Customer #Customerexperience #AI #articialintelligence #empathy #customersupport #SaaS #startup #founder #PM #Productgrowth #CS #VOC #voiceofthecustomer #AWH #software #application #software #founder #howto
Today, our spotlight topic is on how customer-facing professionals can effectively use advanced technologies while still maintaining a human element for their customers.To better understand this concept, we’re here with Abby Hammer, Chief Customer Officer of a leading customer success platform, Churnzero. (Learn more at https://churnzero.net/)Abby and I address topics such as: 1.) The leading practices (among CSMs or other customer-facing professionals) for effectively using technology to augment the experience they provide to their customers.2.) Success factors in software adoption. 3.) The future of customer success software and how best to incorporate AI tools into day-to-day practices.4.) When startups and small businesses should incorporate customer success software to grow and scale the business. 5.) Managing reluctant leadership on harnessing the power of CX leading practices. and much, much more!If you have ideas for Podcast episodes, please email Jim Buscaglio at jim@microadvisers.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow this and other leading #CX practices at https://www.microadvisers.comYouTube Link:https://youtu.be/HPHytkVLfzs#Customersuccess #CX #Customer #Customerexperience #AI #articialintelligence #empathy #customersupport #SaaS #startup #founder #PM #Productgrowth #CS #VOC #voiceofthecustomer #ChurnZero #software
Today, our spotlight is on Voice of the Customer programs, specifically what works well, what does not, and what you can do to be successful. To learn more about the leading voice of the customer practices, we’re here with Principal of AWH , Ryan Frederick. AWH is a design studio based in Ohio, focused on designing and building mobile, web and IoT applications and digital products. (Learn more at http://www.awh.net)Ryan and I explore topics such as: 1.) How to build and operate an organization that truly understands its customers’ needs and stays close to them as those needs change over time.2.) How to design VOC programs differently for mature organizations vs. startups. 3.) How to apply voice of the customer results for innovative solutions to customer outcomes.4.) How companies can avoid bias in their VOC research. 5.) Managing a unified voice of the customer program across multiple client with different needs, desires, and results. 6.) How to build a VOC program that is poised for success.If you have ideas for Podcast episodes, please email Jim Buscaglio at jim@microadvisers.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow this and other leading #CX practices at https://www.microadvisers.comYouTube Link:https://youtu.be/JDlreVgUcoY#Customersuccess #CX #Customer #Customerexperience #AI #articialintelligence #naturallanguageprocessing #IOT #customersupport #SaaS #startup #founder #PM #Productgrowth #CS #VOC #voiceofthecustomer
Today our spotlight is on SentiSum, a UK-based startup that leverages AI and big data to help enterprises gain competitive advantage through natural-language processing on customer support tickets. This is part #2 in a two-part series featuring SentiSum (https://www.sentisum.com).We learned a lot from SentiSum founder and CEO Sharad Khandelwal in MicroAdvice E24 - How a natural language processing (NLP) startup is helping companies to deliver a better CX. This episode digs deeper into the specifics on how SentiSum is sets out to consistently deliver a strong experience and tips and tricks for other startups. Ben and I explore topics such as: 1.) Actionable tips for identifying and attracting new customers to a novel software. 2.) Customer segmentation for startups.3.) Addressing the importance of CX software (or any new software) with potential customers. 4.) Building and sustaining a brand on social media. 5.) How startups or small businesses can to become leaders in customer experience.and much, much more!If you have ideas for Podcast episodes, please email Jim Buscaglio at jim@microadvisers.com.Follow this and other leading #CX practices at https://www.microadvisers.comhttps://youtu.be/ueDdAkJU0GQ#Customersuccess #CX #Customer #Customerexperience #AI #articialintelligence #naturallanguageprocessing #NPL #customersupport #supporttickets #SaaS #startup #founder #PM #Productgrowth #CS #AI #customer #socialmedia #brand
Today, our spotlight is on SentiSum, a UK-based startup that leverages AI and big data to help enterprises gain competitive advantage through natural-language processing on customer support tickets. This is part #1 in a two-part series featuring SentiSum (https://www.sentisum.com).To learn more about the customer experience they offer in this unique field, we are here with Founder and CEO Sharad Khandelwal. Sharad and I explore topics such as: 1.) New and innovative methods for navigating customer experience in the future. 2.) Methods of delivering a better CX to customers through natural language processing3.) Incorporating a human-element to artificial intelligence (AI) customer experience technologies. 4.) Facing challenges convincing clients or potential clients on the importance of adopting new ways for delivering customer experience...and ways Sharad and his team navigate these. 5.) Course correcting customer expectations when things don’t go as planned.and much, much more!If you have ideas for Podcast episodes, please email Jim Buscaglio at jim@microadvisers.com .Follow this and other leading #CX practices at https://www.microadvisers.comhttps://youtu.be/tDgHH9AENiU#Customersuccess #CX #Customer #Customerexperience #AI #articialintelligence #naturallanguageprocessing #NPL #customersupport #supporttickets #SaaS #startup #founder #PM #Productgrowth #CS
The intersection between Product-led growth and customer experience is a hot topic these days. To learn more, I met with Evan Leong, founder/CEO of Product Signals (https://productsignals.com/). Evan and I topics such as: 1.) His journey for creating Product Signals and how he is aiming to revolutionize the collaboration between Customer Success and Product teams 2.) Product-led growth strategies in a B2B SaaS setting to deliver superior CX3.) Product mapping and blueprinting4.) Organization/operating models that best support product-led growth strategies5.) How various teams in a SaaS company (Customer Success, Services, Marketing, Sales) best collaborate with Product teams to maximize the customer experience and much, much more!If you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow MicroAdvice on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275https://youtu.be/JOEZQfTeBUk#Customersuccess #CX #Customer #Customerexperience #product #productmanagement #SaaS #startup #founder #PM #Productgrowth #CS
Today, we are here today with Joe Davy, Chairman & CEO at Banzai, a Seattle based company that provides audience generation solutions for marketing teams in both startups and Fortune 500 companies. In this episode, we will cover some incredible guidance on how experiential marketing is driving customer experience.Listen to Joe discuss topics such as:1.) How Sales and Marketing teams can better engage their consumer to deliver a better customer experience. 2.) What is experiential marketing, and why it is so critical for the modern consumer.3.) The buyer's journey, what it means and how you can benefit.4.) Serving others before asking for a sale.5.) The intersection between CX and marketing.and much, much more!If you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Check out more about Banzai at https://www.banzai.io/Follow MicroAdvice on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275https://youtu.be/lIqU03owFwM#Customersuccess #CX #Customer #Customerexperience #CEO #markting #startup #founder #revenue
With so much discussion around the need for diversity, equity and inclusivity in today's brand promises, I thought it critical to dig deeper into the underlying factors of crafting brand promises and the specific ways brand promises serve as a foundation of customer experience. In this episode, I interview Tanita Sandhu, 20-year global brand and marketing professional based out of Seattle, and also founder of Bamboo Bleu, a boutique Brand & Marketing Consulting agency. Tanita discusses, 1.) How a company can authentically convey their social conscience to their customers, 2.) The importance of diversity and inclusivity in brand positioning to deliver a stellar customer experience, 3.) Building and executing on sustainable brand promises that stand the test of time, 4.) How startups and smaller companies can build a human-focus brand right from inception, and much, much more!If you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Learn more about Tanita's Bamboo Bleu consulting firm and brand strategy at http://bamboobleuconsulting.com/ Follow MicroAdvice on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen to MicroAdvice on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275https://youtu.be/3x-mItYscx0#Customersuccess #CX #Customer #Customerexperience #brand #marketing #marketingstrategy #brandawareness #brandposition #market
The MicroAdvice Podcast met with Mike McSherry, a 6x startup founder, former CEO of Swype, Boost Mobile, now Xealth.In this episode, you will learn some master class advice about building and leading customer-obsessed organizations, and hear tips that you can implement in your own organizations. Listen to Mike discuss topics such as:1.) Balance a focus on customer, product, sales, and everything else given limited resources when building a new venture. 2.) Key areas that have proven to be successful when building a business that maintains ‘sustainable’ growth and scalability past the startup stage.3.) Critical methods to build credibility in a new product or service that supports customer adoption and customer growth.4.) Balancing product-led and customer-led in the high growth stage of a business.5.) Startup failures and how to quickly learn form your mistakes to recover.6.) Building a culture of customer-first.and much, much more!If you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Learn more about Mike's latest venture at https://www.xealth.com/Follow MicroAdvice on Spotify at https://open.spotify.com/show/6bT3xk3...-OR-Listen to MicroAdvice on iTunes https://podcasts.apple.com/us/podcast...https://youtu.be/B1c95EUIKlk#Customersuccess #CX #Customer #Customerexperience #CEO #healthcare #startup #founder #mobile #Swype #Telecommunications #boostmobile #xealth #zivo
Have you ever ran into a difficult customer situation, maybe upset with a poor experience or overly demanding of your time? To learn more about how to handle difficult customer situations, I met with Jon Triggs, Head of Customer Success at Fluent Technology, as well as a Top 100 CS Influencer, and author of the Customer Success newsletter and podcast called "Customer Uplift". In this episode, Jon shares his perspective how any customer-facing professional can best handle situations such as:1.) Leading practices for managing customer expectations when the project may be difficult and complex2.) How do best handle and turn around situations where the customer is displeased or even angry due to a poor experience.3.) Practices for showing empathy versus sympathy to customer challenges.4.) How to best manage highly demanding customers in a CSM's portfolio. 5.) How younger CSMs, or those newer to an particular industry can stand-out and handle customers who are experts in that industry? and much, much more!If you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Learn more about the Jon's Customer Uplift Newsletter and Podcast at https://customeruplift.com/Follow MicroAdvice on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w -OR-Listen to MicroAdvice on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275 https://youtu.be/V2hSAfACUhA#Customersuccess #CX #Customer #Customerexperience #customeruplift #CSM #Emapthy #Software #Techtalk #Startup #Success
MicroAdvice Podcast spotlight on WaxPrint Media. Based in Accra Ghana, WaxPrint Media is a boutique strategic media and digital marketing agency with a focus on technology, innovation, and luxury brands in Africa. To learn more about what WaxPrint is doing for the African markets, we are here with Founder and Director of Strategy Muhammida el Muhajir.1. How Muhammida got started in Accra, and the marketing needs she aimed to solve.2. Overcoming challenges building and sustaining a customer base.3. How WaxPrint offers a superior customer experience to some very large brands such as Land Rover, Audi, and Rémy Martin. 4. Delivering large-scale corporate events to ensure execution that surpasses customer expectations. 5. Actionable tips to startups seeking operations or finding customers outside of your home country.If you have ideas for Podcast episodes, please add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow us on Spotify at https://open.spotify.com/show/6bT3xk3...-OR-Listen on iTunes https://podcasts.apple.com/us/podcast...https://youtu.be/r28lgawI5Ik#Customersuccess #CX #Customer #Digitalmarketing #Marketing #Ghana #Marketingtips #StartupMarketing #Customerexperience #AfricaCheck out more at http://waxprint.media/About WaxPrint Media:WaxPrint is a global boutique media/digital strategic agency that navigates the constantly evolving innovation tools to develop a digital strategy for clients to create, capture and capitalize on opportunities for sector-specific growth including luxury, technology, finance, legal, retail, and consumer goods.
Today, our spotlight is on Catalyst Software, one of the hottest customer success platforms on the market that provides CSMs the means to mobilize their customers, measure satisfaction and grow their business. To learn about the exciting endeavors on which Catalyst has embarked, we’re here today with Head of Customer Success Sydney Strader. There are some spectacular customer success tips and advice in this episode, and I hope you enjoy learning a leading CS expert. In this episode, you will hear Sydney discuss:1. How Catalyst provides a best-in-class experience for customer success managers and CS teams.2. Innovative methods for Customer Success and Product teams to work in tandem on solving customer challenges.3. How Catalyst up-levels its CSMs to deliver to a consistent customer experience across their entire customer base.4. How best to measure customer health coming out of onboarding.5. The future of Customer Success, and what CS teams should focus on in the next year or two to provide a unique and differentiated experience to their customers.6. Tips to founders for providing a superior customer experience right from the start of your ventures.If you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow us on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275https://youtu.be/UTzSjekvHT4#Customersuccess #CX #Customer #Technology #Startup #SaaS #Software #CustomerEngagement #Voiceofthecustomer #CustomerexperienceCheck out more at https://catalyst.io/About Catalyst Software:Catalyst was born out of frustration and necessity. The founders, working in Customer Success, were tired of sifting through meeting notes, juggling email campaigns, tracking down product statistics, prioritizing customer needs, and navigating a sea of tabs and windows. After evaluating several tools on the market, they found them to be difficult to use, with some even requiring half a year for implementation.They recognized that this issue wasn’t simply their own, so they built a tool that would take the guesswork out of managing Customer Success. A platform for Customer Success Managers that’s intuitive, well designed, and comprehensive. Giving them the means to mobilize their customers, measure satisfaction and grow their business before they've had their first cup of coffee.
CEO Doug Cusick and his TransformativeMed team have instilled customer-centricity into their corporate culture. To learn more about what Doug and TransformativeMed are doing to deliver a superior customer experience please listen to the interview. You'll find some gold-level tips and advice around building a customer-centric culture.In this episode, you will hear Doug, discuss:1. The ways he has instilled a customer-centric culture.2. The mechanisms and tools on which he relies to continuously focus the team and product on a superior customer-experience (think regularly seeking the Voice of the Customer).3. Advice for maintaining strong customer relationships and reducing customer attrition.4. Tips to newer SaaS company founders for driving a superior customer experience from the onset of their ventures. Check out the TransformativeMed at https://www.transformativemed.comIf you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow us on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275https://youtu.be/Cpd78qtQn2E#Customersuccess #CX #Customer #Technology #Startup #SaaS #Founder #Software #CustomerEngagement #Voiceofthecustomer #CEO #Healthcare #MedtechAbout:TransformativeMed, a Seattle-based SaaS company that helps providers and health systems address “the last mile of care”. What began as a project at the University of Washington Medical Center, today TransformativeMed is proud to serve more than 130 hospitals across the USA and internationally.
Today, our spotlight is on HomeBody, an at-home waiting service based in the Dallas/Fort Worth TX metro area. To learn more about this very unique service, and what they are doing to deliver a stellar customer value, we are here with founder and CEO Ashlee Inman. 1. Ashlee's customer-first story in creating Homebody2. How Homebody overcame challenges in growing its business and finding customers.3. Tips on sustaining momentum after the startup accelerator. 4. Scaling processes so your customers all receive the same quality experience. Find Ashlee on LinkedIn at https://www.linkedin.com/in/ashleeinman/Check out Homebody at www.homebodyhelp.comIf you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow us on Spotify at https://open.spotify.com/show/6bT3xk3...-OR-Listen on iTunes https://podcasts.apple.com/us/podcast...https://youtu.be/jHQMhZgOriY#Customersuccess #CX #Customer #Technology #Startup #SaaS #Founder #Software #CustomerEngagement
This episode spotlights on Navicet, a boutique management consulting firm that focuses on strategy, innovation, performance, and operational excellence. To learn about what they are doing to empower their clients for delivering a superior customer experience, we’re here with managing partner, Peter Moon. 1. How professional services firms can deliver fast time-to-value.2. How to make consulting advice actionable and implementable.3. Bridging strategy and execution to make results stick after a workshop or training session. 4. Major challenges businesses will face in the next five (5) years and what you can do now.5. The future of consulting as clients’ needs shift, and what makes a good differentiating point.If you have questions for Peter, please find him on LinkedIn at https://www.linkedin.com/in/peterwmoonCheck the latest innovations at www.navicet.comIf you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow us on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275https://youtu.be/JY7rAnw1xK0#Customersuccess #CX #Customer #Technology #Startup #SaaS #Founder #Author #Software #CustomerEngagement #consulting
This episode spotlights on Navicet, a boutique management consulting firm that focuses on strategy, innovation, performance, and operational excellence. To learn about what they are doing to empower their clients for delivering a superior customer experience, we’re here with managing partner, Peter Moon. 1. How professional services firms can deliver fast time-to-value.2. How to make consulting advice actionable and implementable.3. Bridging strategy and execution to make results stick after a workshop or training session. 4. Major challenges businesses will face in the next five (5) years and what you can do now.5. The future of consulting as clients’ needs shift, and what makes a good differentiating point.If you have questions for Peter, please find him on LinkedIn at https://www.linkedin.com/in/peterwmoonCheck the latest innovations at www.navicet.comIf you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow us on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275https://youtu.be/JY7rAnw1xK0#Customersuccess #CX #Customer #Technology #Startup #SaaS #Founder #Author #Software #CustomerEngagement #consulting
Are you familiar with "customer journey mapping" and collecting the "voice of the customer"? If not, these are both critical tools for startups to succeed in understanding their customers to build longer-lasting and sustainable partnerships. In this episode, you will hear Jared Orr, a seasoned Customer Success Manager (CSM) and founder of the "Customer Success Whisperer" Blog discuss:1. Some ways companies may believe they understand their customers, but are falling short of really understanding their customers’ needs?2. Explain customer journey maps and why every start-up should make them a priority. 3. Leading practices around creating customer journey maps 4. Tips around what to do and not to do when aiming to provide a "Legendary Customer Experience"5. Advice to founders for understanding their customers and defining a product-market?If you have questions for Jared, please find him on LinkedIn at https://www.linkedin.com/in/jaredsorrCheck out the Customer Success Whisperer Blog at www.cswhisperer.com If you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow us on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275https://youtu.be/Ix9fhoqyqxI#Customersuccess #CX #Customer #Technology #Startup #SaaS #Founder #Author #Software #CustomerEngagement #Voiceofthecustomer #Customerjourneymapping
In this episode you will hear the co-authors of the book "The Secret of Silicon Valley" discuss fantastic and incredibly useful tips and lessons learned from years working in Valley. Some of the items covered include:1.) What works well and does not work well in the startup ecosystem across the globe.2.) Why the customer focus is a cornerstone of good entrepreneurship.3.) The role giant tech companies play in the startup ecosystem.4.) Entrepreneurs have a monomaniacal focus on what the customer wants, and how this changes as companies grow.5.) Advice to entrepreneurs on what every startup must consider as table-stakes.6.) Lessons learned from years of experience and advice to newer entrepreneurs. If you have questions for Wibe or Eva find them on LinkedIn:Eva (linkedin.com/in/eva-schram-507a8916)Wibe (https://www.linkedin.com/in/wibewa/)Check out the Book "The Secret of Silicon Valley" at https://www.amazon.com/Secret-Silicon-Valley-Wibe-Wagemans/dp/B08PX7K1V4/ref=sr_1_1?dchild=1&keywords=Wibe+Wagemans&qid=1607699459&sr=8-1 If you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow us on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275https://youtu.be/qGNeB5E4950#Customersuccess #CX #Customer #Technology #Startup #SaaS #Founders #Author #Software #CustomerEngagement #SiliconValley #Entrepreneurs #Entrepreneurship #Tips
The MicroAdvice Podcast hosts Morgan Pottruff. Morgan currently serves as a Sales and Customer Success leader for Encore Event Technologies. Additionally, as a lifelong musician and longtime freelance consultant, he runs his own consulting firm, 2 Lions Audio, whereby he creates and delivers training content on audio technologies.In this episode we address how enterprise software relates to famous musicians, and the tools they use to be successful.You will hear:1. Keys for successful software adoption,2. How CSMs can serve as coaches to their customers, and ways to make their customers successful,3. Tips around workflow, what works and what does not when either writing music or building expertise using enterprise software,4. The importance of a solid customer education strategy, and5. Much more from sports to Electronic Dance Music production, and how it all ties back to building your craft in delivering a superior customer experience.If you have questions or would like to connect with Morgan, please find him on LinkedIn (https://www.linkedin.com/in/morgan-pottruff).Check out www.morganpottruff.com to see his portfolio.If you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow us on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275https://youtu.be/Ybmi-RVS50E#Customersuccess #CX #Customer #Technology #Startup #SaaS #workflow #Software #CustomerEngagement
Today our spotlight is on Klone, a SaaS startup dedicated to improving customer experience through highly organized knowledge gathering and workflow practices. To learn more on what you can do to incorporate these leading practices, we are here with Klone CEO and Co-founder Craig North. Risk management, time management, corporate transparency are all hot topics these days, and oftentimes companies do not consider strong practices in knowledge gathering, organization, and workflow as a key factors in improving these topics. We'll discuss with Craig: 1. How Klone delivers a strong customer experience 2. Some perils of not incorporating knowledge management and workflow leading practices3. How small and mid-sized businesses benefit from from strong knowledge management4. Advice for improving your customers' experience through workflow and knowledge gathering leading practices?5. How these practices benefit handoffs from Sales to Customer Success.If you have questions or would like to connect with Craig, please find him on LinkedIn (https://www.linkedin.com/in/craignorth).Check out http://www.kloneme.comIf you have ideas for Podcast episodes, please email Jim Buscaglio at jjbus98@gmail.com or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio).Follow us on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w-OR-Listen on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275https://youtu.be/NvEFaw9yFNA#Customersuccess #CX #Customer #Technology #Startup #SaaS #workflow #knowledgemanagement #CustomerEngagement
Do you understand Health Savings Accounts (HSAs), their benefits, or how to ensure they are funded sufficiently when a health need arises? Check out my interview with Frank Staine-Pyne, Cofounder and CEO of TalliHealth a combination Fintech meets Healthcare AI SaaS startup that is on a mission to create a better insurance experience for all. In this episode we discuss: 1. The difference between Health Savings Accounts and Flexible Spending Accounts and why it is crucial to understand the difference for your medical needs. 2. The healthcare industry trends and needs that led Frank to start TalliHealth. 3. How TalliHealth is improving its customers’ experience by helping them ensure HSAs can be easily and sufficiently funded to meet healthcare needs.Check out https://www.tallihealth.com/Follow us on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w OrListen on iTunes https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275
Today, our spotlight is on Little Bamboo Research Labs, a Seattle-based startup that develops visual analytics products for digital marketers, growth hackers, and customer success leaders. To learn more about how they are disrupting the data science and analytics marketplace, we are here with Co-founder Rob Schaper.Hear Rob discuss:► How Little Bamboo started and what the company aims to achieve in data analytics ► How Little Bamboo provides a superior customer experience► Ensuring data quality► Tips and tricks for quality data visualizationCheck out https://www.little-bamboo.com/Follow us on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w?si=s0ONqBomSIGCVz4yAcT_7Q Follow us on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275 https://youtu.be/JQsLjI2wGaA#Customersuccess #CX #Customer #Startup #Data #Analytics
Today our spotlight is on Lunchclub, an AI relationship curator that is a game-changer in the way we professionally network. To learn more, we are here with Niki Choo, Head of Business Development at Lunchclub.Hear Niki discuss: ►Business development at Lunchclub►How Lunchclub is changing the way we network►How the team uses feedback to improve the platform ►The future of Lunchclub Check out www.lunchclub.comFollow us on Spotify at https://open.spotify.com/show/6bT3xk3...https://youtu.be/vlGSDVoICwQ#Customersuccess #CX #Customer #Productmanagement #Startup
If you lead, own or work in a customer facing role at a small or mid-sized business considering using Customer Relationship management (CRM) tools, listen to this Podcast.MicroAdvice E006 - Using Customer Relationship Management (CRM) strategies and tools to deliver superior customer serviceHear Pallavi Agarwal, Founder and President of Kander a CRM strategy consulting firm in Washington D.C. discuss the following:1. Trends you are seeing in the CRM industry today. 2. How young companies can employ a comprehensive CRM strategy across teams from start. 3. How customer-facing teams draw upon CRM tools to provide superior customer service. 4. Challenges to avoid around the CRM strategy as companies grow and scale. 5. When companies should start to invest in CRM tools. https://www.youtube.com/watch?v=5MhIgqgjk4o#Customersuccess #CX # Customerexperience #CRM #Smallbusiness #Strategy
Hear Andrea Lightman, a strategic operations and client success leader with over 20 years of experience working with multiple small to mid-sized SaaS companies, explain her perspective on who owns the customer. In this episode we discuss:1.) Who should own the customer?2.) Whether the Customer Success function should report directly to the CEO or the Sales Leader.3.) The best time of the customer journey for CSMs to engage the customer.4.) Whether or not CSMs should have a revenue responsibility.5.) Advice to CSMs who may worry about owning sales responsibilities.
In this Podcast, you will hear the Host, Jim Buscaglio, and Gautam Sandararajan, Sr. Director of Global Professional Services at Skybox Security discuss how Customer Success and Professional Services teams break the barriers to improving the customer journey. Topics covered include:1.) What are some of the key attributes that make Professional Services team successful?2.) How does PS focus on ensuring the customer adopts the solution?3.) How does Professional Services teams set-up the Customer Success team for true success?
In this Podcast, you will hear the Host, Jim Buscaglio, and Ankush Khurana, VP of Professional Services and Solution Architecture at Fugue, Inc discuss how Customer Success and Professional Services teams work well together for SaaS Startups. Topics covered include:1.) The difference between Customer Success and Professional Services.2.) The types of behaviors and activities make Customer Success and Professional Services teams work well.3.) How Customer Success and Professional Services teams may not be driving the results that management expects from these teams.4.) The ideal partnership and hand-off strategy between Sales, Professional Services, and Customer Success teams as they navigate the customer’s journey.5.) Customer Success tools and other mechanisms (business model, skills, team, the right metrics etc.) to enhance performance.
An issue many growing smaller firms encounter is properly allocating costs against revenues as they expand. Without doing this, it’s hard to tell what product or service lines are actually profitable vs just costing you money. Some companies think that subscribing to a bunch of software will solve this but that really just results in more overhead expenses.How effective do you track costs against revenues?Can you tell which of your products/services are actually profitable?We meet with Mayur Vyas, partner and founder of Finconoso Accounting firm in Washington DC to learn more.
Speaking in this Podcast is Dr. Michael Urick an Associate Professor of Management and Operational Excellence at the Alex G. McKenna School of Business, Economics and Government at Saint Vincent College in Latrobe, PA.He will address topics on:- Generational stereotypes in workplace - How best to handle these stereotypes in a remote work environment- Ways to create value in your profession- Tactics young professionals can do to become leaders in your organizations Feel free to reach out to Dr. Urick at Michael.Urick@stvincent.edu with questions, comments, or further information on these topics.If you have a suggestions for future podcasts on topics of organizational improvement, email Jim Buscaglio at JJBUS98@gmail.com.
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