The Customer Experience Podcast

In this episode, we delve into the meaning and importance of customer experience, and how it fits into the larger picture of sales strategy. We also discuss the unique approach of selling a person rather than a product, and the role of trust and confidence in building successful business partnerships. We explore the world of customer experience with Shannan Berry, Vice President of CX and Sales Strategy at TitleOne. Shannan has been with the company for nearly a decade and in this role for just under a year, and brings a wealth of knowledge and experience to the table. Shannan shares her insights on: How the company culture at TitleOne serves as a strategic anchor for the businessHow can you practically and operationally make employees happy?Why solution-oriented thinking is so effective at building better customer experiencesHow thinking like your customer results in exceptional customer experiencesWhat the benefits of having an incredible customer experience in your sales strategy areMore information about Shannan and today's topics:LinkedIn Profile: https://www.linkedin.com/in/shannan-berry-09148326/Company Website: https://www.titleonecorp.com/Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

The power of clarity represents your greatest untapped opportunity for achieving greater results with increased confidence and commitment — this is the message of today's guest in her book, The Power of Clarity. She's also the author of Uncommon Meetings, The Disconnect Principle, and The Clarity Papers. This episode features Ann Latham, President of Uncommon Clarity. She's on a mission to fight the disclarity that erodes our productivity and performance and that of our team members. As President of Uncommon Clarity, she's helped clients in more than 40 industries from large corporations like Boeing and Medtronic to nonprofits like PBS and the United Way.In this episode, Ann and Ethan discuss: Why the emotional component of customer experience is so importantHow clarity factors into a positive or negative customer experienceWhat is a specific definition of clarity and dis-clarity?How cognitive load specific movements can help boost productivityHow specificity, process, focus and clarity work togetherMore information about Ann and today's topics:LinkedIn Profile: https://www.linkedin.com/in/annlathamuncommonclarity/Company Website: https://www.uncommonclarity.com/Relevant Links:Check out Ann's Books here: https://www.amazon.com/stores/Ann-Latham/author/B004VSGMT0?ref=ap_rdr&store_ref=ap_rdr&isDramIntegrated=true&shoppingPortalEnabled=truehttps://disconnectprinciple.com/https://annlatham.com/Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Creating superfan customers should be a top priority for every businessperson and every brand today … but superfans can't be bought - they can only be created. And they're created at the intersection of your story - and every customer's story.These are some of the key themes in a highly recommended new read,Creating Superfans: How to Turn Your Customers Into Lifelong Advocates. Today's guest is the author of this book and she was a guest on this show on Episode 120We're releasing this episode on her book's publication date! Jan 10, 2023This episode covers: Why you need a Chief Customer Officer or Chief Experience OfficerWhere does brand overlap with customer experience?What becomes relevant when price is irrelevant?What Drives the Experience Economy?How to break down the S.U.P.E.R AcronymMore information about Brittany and today's topics:LinkedIn Profile: https://www.linkedin.com/in/brittanyhodak/Company Website: https://brittanyhodak.com/Get Brittany's Book Here: https://www.amazon.com/Creating-Superfans-Five-Step-Multiplying-Reputation/dp/1774580780/ref=tmm_hrd_swatch_0?_encoding=UTF8&qid=1671576078&sr=8-1Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

To celebrate 200 episodes of the podcast, we created the EX Takes Mixtape - 12 top employee experience moments from episodes 101-199. Hear EX-themed highlights with these guests of The Customer Experience Podcast:Stacy Sherman, VP of Agent and Customer Experience at LiveopsBrittany Hodak, Keynote Speaker, Author, and Superfan StrategistElizabeth Dixon, Speaker on Strategy, Innovation, and CX; Principal Lead of Strategy, Hospitality, & Service Design at Chick-fil-AMark Schaefer, Speaker and Author of Marketing RebellionSue Woodard, Speaker and Mortgage and FinTech EvangelistShep Hyken, Customer Service and Customer Experience ExpertLisa Earle McLeod, Speaker and Author of Selling with Noble PurposeAndrea Morter, VP of Sales Ops at Get BeyondJohn Belizaire, CEO at Soluna Computing; Founder and Managing Editor at CEO PlaybookKristie Ornelas, VP of Customer Experience Marketing and Communications at CiscoErnest Owusu, Senior Director of Sales Development at 6senseJacco van der Kooij, Founder at Winning by DesignSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

To celebrate the first 100 episodes of the podcast, I created the Epic Takes Mixtape - 10 human-centered and human-first moments.I watched every video clip from the first 99 episodes and selected 10 that I thought were transcendent. They reach beyond the day-to-day and speak to our humanity, our goals, and our dreams.I'm Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show, here today to share 10 amazing clips about being a better human. In this episode, you'll hear from these 10 guests:Joey Coleman, author of Never Lose a Customer AgainDavid Cancel, founder and CEO of DriftLevi Ayriss, VP of Northwest Field Operations at Dutch Bros CoffeePaula Hayes, founder, President, and CEO of Hue Noir CosmeticsMat Sweezey, Director of Market Strategy at SalesforceGil Cohen, Founder of Employee Experience DesignRachel Ostrander, Director of Runner Experience at Brooks RunningSangram Vajre, cofounder and Chief Evangelist at TerminusDarin Dawson, cofounder and President at BombBombTodd Hockenberry, sales consultant, advisor, and coach at Top Line Results and coauthor of Inbound OrganizationSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

“What PR clients are really seeking is credibility. They are seeking authority. They are seeking third-party validation. Ultimately, they are seeking one thing above all else: Trust. Brands need to be trusted in the marketplace, or they won't be able to grow.”That quote comes from the intro of a new book titled TRUST Signals: Brand Building in a Post-Truth WorldThe author of that book and our guest today is Scott Baradell, CEO of Idea Grove, a public relations and marketing firm focused on B2B technology that's landed on the Inc 5000 list of America's fastest growing private companies three times and was named one of Inc's Best Workplaces the past two years in a row.In this conversation, Scott shares his insights on:What is post-truth?What is the relationship between buyer persona personas and trust profiles?How to build brand trust in today's business environmentWhat is a trust profile and why is it relevant?Why you need to tie your brand story into a single narrative?More information about Scott and today's topics:LinkedIn Profile: https://www.linkedin.com/in/baradell/Company Website: https://www.ideagrove.com/Other Relevant Links:Check Out Scott's Book Here: https://www.amazon.com/Trust-Signals-Brand-Building-Post-Truth/dp/1544527829https://www.trustsignals.com/Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

In search of business intelligence and GTM insights, we look to our customers and to our customer data. But today's guest shares with us a critical and untapped resource: our frontline team members. Learn how to better understand customer value by engaging your employees on the topic.Our guest is Chris Wallace, the Co-founder and President of Innerview Group, an internal brand consultancy that helps their clients win from within. This conversation covers:The How/When/Why of surveying your frontline people about customer valueWhy you must develop a process to discover value in your own businessHow different types of customers get different value from the same offerWhat the give and take process is from the top to the bottomHow to close the loop and unlock the passion of your team More information about Chris and today's topics:LinkedIn Profile: https://www.linkedin.com/in/christopherewallace/Company Website: https://innerviewgroup.com/Other Relevant Links:https://innerviewgroup.com/infront/E-book - https://innerviewgroup.com/wp-content/uploads/2022/11/FrontlineInsights-eBook.pdf Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

This episode centers around brand and trust with trust expert Kurt Bartolich, Founder of BrandCertain and trust expert Cory Scheer, Founder of Trust Centric Consulting.Kurt and Cory teamed up on a national research project exploring trust and relationships between employees and their leadership and companies. The research also included data on trust between customers and brands.They joined Ethan to share an overview of their early findings. Tune in to learn more about:Why is trust so important to customer experience?What is one of the best and easiest ways to build trust inside your organization?What are three brand truths that are backed up in the research data?How does brand forgiveness take place?Why is consistency an important bedrock for loyalty? More information about Kurt and Cory Below:LinkedIn Profiles:Kurt: https://www.linkedin.com/in/kurt-bartolich-763b23b/Cory: https://www.linkedin.com/in/coryscheer/Check out the National Survey on Brand and Trust Here: https://drive.google.com/file/d/1zinWK_kxt4k_mia_wl4LnBTSnpFoxuYY/view Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Evolving from outbound telemarketer to EVP of Sales and business coach, integrating tools and tech stacks through a merger of two companies, tracing every relationship back to one relationship are a few places we'll go today with the Executive Vice President of OVM Financial, now powered by Annie Mac Home MortgageFor multiple years in a row, OVM has earned a spot on the Inc 5000 list of the fastest-growing private companies in America.And for several years straight, our guest Matt Beckwith has been recognized as one of the Top Mortgage Loan Originators in the country by Scotsman Guide - one of if not the most authoritative voices in the space. He's also the host of the “Winning with Beckwith Podcast.” In this conversation we cover:How to communicate effectively during times of changeWhy humility is key in effective communicationHow one relationship can be the key to unlocking incredible opportunitiesWhat you can do to find the right team of people around youWhat Matt's Plan is with Season 2 of his podcast: “Winning With Beckwith”More information about Matt and today's topics:LinkedIn Profile: https://www.linkedin.com/in/mattbeckwithlending/Company Website: https://www.ovmfinancial.com/Other Relevant Links: Matt's Podcast: https://podcasts.apple.com/us/podcast/winning-with-beckwith/id1586835356Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

“Certain words are used in business so thoughtlessly that they have become devoid of meaning: Authentic. Real. Transparent. And there is no one I trust more to rescue them than Todd Caponi.” Those words are from Ethan Zoubek, CRO at Atari. And he shared these words about a fantastic book titled “The Transparent Sales Leader: How the Power of Sincerity, Science, and Structure Can Transform Your Sales Team's Results” It's the second book by today's guest - Todd Caponi. We talked about his first book, The Transparency Sale, here on the podcast back on Episode 90: “Why Transparency Sells Better Than Perfection” Todd is an author - as well as an advisor, speaker, workshop leader, and sales historian - who built his career in sales leadership roles at companies like SAP, Exact Target, and Power Reviews. Todd's back on the show to talk about: When the science of sales began to emerge Why successful sales leadership is like the ultimate team sport How the power of sincerity, science, and structure can transform your sales team's results How digital pollution and noise impact today's sales cycle Where in the sales process can you set consistent and transparent expectations  More information about Todd and today's topics: LinkedIn Profile: https://www.linkedin.com/in/toddcaponi/ Company Website: https://toddcaponi.com/ Todd's Website: https://www.toddcaponi.com/ Check out Todd's books below:The Transparency Sale:https://www.amazon.com/gp/product/B07KFPQD76/ref=dbs_a_def_rwt_bibl_vppi_i0 The Transparent Sales Leaderhttps://www.amazon.com/gp/product/B0B23DZHFR/ref=dbs_a_def_rwt_bibl_vppi_i1  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

CX isn't just a feel-good function - even if feelings are its foundation. We invest in customer experience to improve business outcomes. This includes lowering the cost of acquisition, improving activation and engagement, increasing retention and expansion and more. In short: we invest in CX to grow revenue. This episode's guest is Vaishali Dialani, Customer Experience Analyst at Konabos Consulting. She is a Customer Experience Analyst that helps increase said revenue by working at the intersection of CX professional and business analyst. The takes a cross functional approach to CX because it applies to multiple teams in her company and avoids viewing CX as a standalone function. This episode covers: How should you install a CX function if there isn't already one in place? What is an effective way to collect qualitative customer feedback? How do we mix human emotions into the data mix? What are a few themes or trends in customer experience right now? What are some companies that are effectively utilizing customer personalization?  More information about Vaishali and today's topics: LinkedIn Profile: https://www.linkedin.com/in/vaishalidialani/ Company Website: https://www.linkedin.com/company/konabos/  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Two currencies drive the economy - our dollars and our emotions. What we feel always drives our behavior. That's because more than 95% of our mental activity is sensory and emotive - NOT rational So we must put a renewed focus on Emotional Intelligence in a business framework. Not only is it important to brush up on the basics but be willing to delve deeper into and work on your EQ. This episode features Ethan's conversation with Dan Hill, President at Sensory Logic. Dan is featured in Chapter 4 of our Wall Street Journal bestseller Human-Centered Communication. He's also the podcast host of Dan Hill's EQ Spotlight and the author of ten books including Emotionomics and its new, updated version Emotionomics 2.0: The Emotional Dynamics Underlying Key Business Goals On this, his third appearance of the CX Podcast, he talks about: How common is a depth of expertise in facial coding in areas such as politics, business, sports, etc? What is a functional definition of Emotional Intelligence? Why is Emotional Intelligence so Important? What are some best practices for folks that are engaging people in a sensory and emotional manner in digital experiences? What are some of the cultural contextual changes that have happened since his book: Emotionomics?    More information about Dan and today's topics: LinkedIn Profile:https://www.linkedin.com/in/dan-hill-emotionswizard/ Company Website: https://www.sensorylogic.com/ Other Relevant Links:    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

“While the customer's preference for the status quo is, no doubt, a significant obstacle that every salesperson must overcome if they wish to sell anything, there is a second, more challenging obstacle that remains even after the status quo has been defeated: the customer's own inability to make a decision.” That quote is pulled from the introduction to The JOLT Effect: How High Performers Overcome Customer Indecision (linked below). It's an exceptional new book co-authored by today's guest, Matt Dixon - Founding Partner at DCM Insights. This episode covers: Where does customer indecision come from? What are the causes, consequences and outcomes of customer indecision? Why it's important to focus in on customer needs What is the Jolt Effect?       More information about Matt and today's topics: LinkedIn Profile: https://www.linkedin.com/in/matthewxdixon/ Company Website: https://www.dcminsights.com/ Other Relevant Links: The Jolt Effect Amazon Link – https://www.amazon.com/JOLT-Effect-Performers-Overcome-Indecision-ebook/dp/B09NX3G2WX   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

According to a recent McKinsey & Company report, 71% of consumers expect personalization and 76% get frustrated when they don't find it. Like it or not, personalization is a norm and it's here to stay. So it's key that marketers learn how to make that personalization meaningful, In this solo episode, Ethan walks through a real A/B test which added personalization yielded lower touchpoints to a prospective customer, doubled overall response rate and increased lead conversion. He also covers: What are some specific personalization tactics customers expect? Why every B2B buyer is also a B2C buyer Why the word personalized and personal feel so different How personalized video messaging can provide better context to a situation by targeting more sensory and emotive opportunities What are the three characteristics of moments that are improved with a video message compared to traditional digital communication?    More information about Melissa Gratias and today's topics: LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/ Company Website: https://bombbomb.com/ Other Relevant Links: https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying Jamming with Janny: https://www.youtube.com/playlist?list=PLfFiN5kcgGUHZMpzPsIs2ZE2BAq9xARbe Dear {first_name}: https://bombbomb.com/dear-first-name-film/ Human-Centered Communication: https://bombbomb.com/book/human-centered   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

“Customers don't care about organizational structures or silos. They care about the value they're receiving. To customers, it's all one service and one experience.” That quote comes from a recent whitepaper about improving CX and EX written by today's guest.   Justin Zalewski spent a decade with Studio Science, a design and innovation agency that helps businesses design for people and that helps deliver better experiences - every day for every customer.   He currently serves as Director of Product Design and Strategy, leading a team of designers and developers focused on product design, UX design, and software development for clients ranging from market-leading technology companies to Fortune 500 brands. In this episode, we talk about:  How should someone be thinking about whether customer experience is best in their organization? What are the core concepts of human-centered design?  How should you balance quantitative and qualitative data coming in from your customers? How can research and discovery phases save you 10x down the line? Why do we typically approach EX and CX as separate things?  What is a Service Blueprint and how does it support a Journey Map?  More information about Justin and today's topics: LinkedIn Profile: https://www.linkedin.com/in/justinzalewski/   Company Website: https://studioscience.com/   Other Relevant Links: Delivering Better Services by Aligning CX and EX (Whitepaper) - https://studioscience.com/wp-content/uploads/2022/04/2022_Service-Design-Whitepaper.pdf   Justin's Calendly - https://calendly.com/studioscience/   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Did you know that in most cases, the top 20% of a company's customers tend to deliver the vast majority of their revenue? In Today's episode, Ethan speaks with Ali Cudby Co-Founder & CEO at CXology and Alignmint Growth Strategies. Ali is the author of multiple books including: Keep Your Customers: How to Stop Customer Turnover, Improve Retention and Get Lucrative, Long-Term Loyalty This episode covers: How to Identify and Keep Your Most Lucrative and Loyal Customers What the key differences are between Lucrative loyals, Limited Loyals and Lazy Loyals How Customer Success defines a function and Customer Experience defines an ethos When you must differentiate between Customer Success and Customer Experience What is the “Bullseye Message?" More information about Ali Cudby and today's topics: LinkedIn Profile:https://www.linkedin.com/in/alicudby/ Company Website: https://www.cxology.co and https://alignmintforgrowth.com Other Relevant Links: https://www.amazon.com/gp/product/B0839G6VKQ/ref=dbs_a_def_rwt_bibl_vppi_i0 Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

An Executive Vice President of Sales, the owner of an apartment syndication business, the owner of co-working spaces, the CEO at an insurance company, a business and sales production coach, a top 1% mortgage originator, and a firefighter … literally.    Today's guest has been all of these things and more. And most of them right now - all at the same time.  Hear our conversation with Shane Kidwell, Executive Vice President of Sales at Victorian Finance:   Why we need to fall in love with being excellent at our jobs How to set effective expectations with your clients  What the main differences are between assumptions and agreements Where Shane's strengths lie in all of his businesses How the mortgage business has evolved since its implosion in 2008  More information about Shane Kidwell and today's topics: LinkedIn Profile: https://www.linkedin.com/in/shanerkidwell/   Company Website: https:// kidwellteam.com/   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

An effective story can be a creative way to communicate your brand's identity and company's purpose. If you think you aren't a storyteller, it may be time to change that narrative (pun intended).   Hear our conversation with Anna Marie Pryor, Director of Marketing at Alameda Mortgage Corporation. We discuss:   How she defines customer experience  Who her ideal customer is and what problems she solves for them How her agency experience helped with her current role  Why adopting a practical approach to storytelling can help brands  What are Milestone-Based-Marketing Goals   More information about Anna and today's topics: LinkedIn Profile: https://www.linkedin.com/in/annampryor   Company Website: https://www.alamedamortgage.com/   Other Relevant Links: Leadership Team   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it's customer success that makes the money now, because they create the experiences for customers around moments that matter.  Which moments matter most?  In this episode of our Human-Centered Communication expert series (which originally aired on September 14, 2021), Steve Pacinelli and I interview Jacco van der Kooij, Founder of Winning by Design, about building a customer impact journey around moments that matter.  Join us as we discuss: Why sales knowledge comes with great responsibility How recurring revenue models shift customer experience to customer success What the Bow Tie Funnel is and how it affects customer impact What the customer impact journey and counter impacts are How priority has replaced other buying determinants  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.  Listening on a desktop & can't see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand.  Ask yourself this: What am I doing right now with this customer to make sure that they'll come back to me and not my competitor next time?  In this episode of our Human-Centered Communication expert series (which originally aired on September 3, 2021), Steve Pacinelli and I interview Shep Hyken, Chief Amazement Officer and Customer Service Speaker at Shepard Presentations, LLC, about the drivers behind customer loyalty — as well as some loyalty killers.  Join us as we discuss: Why customer service is a philosophy of mind How to differentiate between repeat business and loyalty What the common loyalty killers are How to hire to avoid apathy Ways to leverage presentation skills to define success  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.  Listening on a desktop & can't see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

What you see on video is pretty much what you get. Video gives you a sense of who the person is. At present and in the future, salespeople need to become comfortable with video through the techniques of “created charisma”. In this episode of our Human-Centered Communication expert series (which originally aired on September 21, 2021), Steve Pacinelli and I interview Viveka von Rosen, Co-Founder and Chief Visibility Officer (CVO) at Vengreso, about using video to create visibility in sales. Join us as we discuss: What the relationship between video and visibility is Who video is and is not good for Why video gets straight to the heart of authenticity When to shift the script to create connection What the role of LinkedIn is for salespeople Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can't see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Here are three quick ways to better assess what people are saying with their faces and emotions (aka facial coding). Pay attention to engagement, the camouflage smile, and the two-sided impact of fear.  The face is the only place in the body where the muscles attach right to the skin. Most of us aren't aware of what we're giving away.  In the next episode of our Human-Centered Communication expert series (which originally aired on August 17, 2021), Steve Pacinelli and I interview Dan Hill, PhD, President at Sensory Logic, about emotional intelligence and facial coding.  Dan spoke with us about: How to imbue a mission into work for employee retention Why contempt and sadness can be dangerous emotions What to do to raise our emotional literacy How Steve Jobs illustrates the positive and negative sides of anger Why emotions stand apart from the rational parts of the brain   Check out these resources we mentioned during the podcast: Dan Hill, PhD (LinkedIn)  Sensory Logic  Grand Performance   Episode 75: Emotional Intelligence and The Power of Faces   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.  Listening on a desktop & can't see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

If you've been on a video call lately (and hasn't everyone?), you've probably noticed how disengaged, distracted, or disconnected everyone is.  This is partly because we're all operating under the mistaken belief that virtual and in-person are one and the same, except that one just has a camera. Not so.  In this episode of our Human-Centered Connection expert series (which originally aired on August 31, 2021), Steve Pacinelli and I interview Julie Hansen, Founder and Sales Presentation Expert at Performance Sales and Training, about video skills for virtual communication excellence.   Julie talked with us about: How much influence sales has over customer experience Why video skills are like acting skills How to speak to a virtual group as if they're an individual What best video practices are How to improve your video presence over time  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.  Listening on a desktop & can't see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Our Human-Centered Communication expert series is back! Listen to our most popular episodes with guests featured in our Wall Street Journal bestseller to pick up perspectives, strategies, and tactics to break through digital pollution and make real, human connection. Taking a teaching focus means truly listening to and identifying with the customer, and it's built on a continuous coaching environment. To learn and to teach takes agility, vulnerability, and relatability. Find out how a 3x LinkedIn Top Sales Voice cultivated those traits in himself. In the fourth episode of our Human-Centered Connection expert series (which originally aired on August 10, 2021), Steve Pacinelli and I interview Morgan J. Ingram, Director of Sales Execution and Evolution at JB Sales Training, about personal communication strategies. Morgan chatted with us about: Why no single role “controls” the customer experience What he learned from being open on LinkedIn How to become one of the 2-5% of people who take action on what they hear Why becoming relatable and vulnerable was one of his best career moves Check out these resources we mentioned during the podcast: MorganJIngram.com  1UP Formula  The Ride of a Lifetime by Robert Iger  Ralph Barsi on LinkedIn  Stance Socks  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can't see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

You may not realize it but you're already selling your personal brand to people.   And your personal brand is directly related to your company's brand.   Today's guest Dr. Cindy McGovern, helps us understand our personal brands and how they can directly coincide with the brands of our companies.   Hear our conversation with Dr. Cindy McGovern, CEO/First Lady of Sales at Orange Leaf Consulting: How you can establish your personal brand  What people are saying about your legacy  How perfecting your personal brand is not selfish  How to be proactive in selling your personal brand  More information about Dr. Cindy McGocvern and today's topics: LinkedIn Profile: https://www.linkedin.com/in/drcindy/  Company Website: https://orangeleafconsulting.com  Other Relevant Links: New Book: Sell Yourself; United Airlines   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

The amount of technology we have at our fingertips is vast and wide. It's also underutilized in enhancing the customer experience.  Today's guest, Corey Shelton, helps us understand how we should be utilizing the technology we have to improve our customer experience from a digital perspective to gather data that can be utilized into actionable insights and from a direct human perspective. Hear our conversation with Corey Shelton, SVP of Marketing at Atlantic Coast Mortgage: How brand and customer experience are intertwined  How to properly blend tech and humans to improve the customer experience  When to utilize technology to help scale our customer experience  Why it is more valuable to know what our customers do not want from us More information about Corey Shelton and today's topics: LinkedIn Profile: https://www.linkedin.com/in/thecoreyshelton/  Company Website: https://www.atlanticcoastmortgage.com/  Other Relevant Links: Alex Kutsishin at Sales Boomerang; Dave Savage at Mortgage Coach Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

In some businesses, if you've been around for 40 plus years, you should probably think about either retiring or getting an educational refresh on the business. In tech, it couldn't be more different.  The industry is made of natural learners who gravitate towards using the latest and greatest tools available.  Today's guest has used their ability to never stop learning to build a tech driven business to help B2B tech startups with first-in-class sales.  Hear our conversation with Edward Golod, Founder, CEO, Growth Leader with Data & P&L at Revenue Accelerators: What three things a tech startup needs to succeed  How sales is different now from 40 years ago Why selling to enterprise level C-Suites is so difficult What the value selling approach means  More information about Edward Golod and today's topics: LinkedIn Profile: https://www.linkedin.com/in/edwardgolod  Company Website: https://www.revenueaccelerators.com/  Other Relevant Links: Matt Dixon on LinkedIn; Tony Parinello on LinkedIn  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

When you've been in the business of customer experience for nearly two decades, you've seen every interaction of what CX can mean at the individual and corporate level.   The “why” behind CX and the importance of is as simple as making happiness a habit. Keeping your team running smoothly so they're happy and keeping your clients in the know so they're happy.   Easier said than done.   Hear our conversation with Adrian Brady-Cesana, Founder and Chief Experience Officer at CXChronicles: What the four pillars of customer experience are according to Adrian Why companies need a dedicated Customer Experience team member What the challenges are around successful Customer Experience  How the differences between Customer Success and Customer Experience set themselves apart   More information about Adrian Brady-Cesana and today's topics: LinkedIn Profile: https://www.linkedin.com/in/adrianbradycesana  Company Website: https://cxchronicles.com/  Other Relevant Links: CXChronicles Podcast; Master's in Customer Experience Management at Michigan State; Airbnb  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

While it may seem simple, member and employee experience is a difficult prospect to manage. There are many personalities, wants and needs to balance.   By taking the time to spend time with people to hear them, understand their perspectives and walk the journey of finding their needs, you build a roadmap of creating a culture that translates to satisfied employees who connect with satisfied members.   Hear our conversation with Jason Champion, Director of Member Experience at NRTC: Why using employee Enneagrams will change the way leaders communicate How Jason fell into working in customer experience from sales What NRTC did to revolutionize member experience during COVID Where to focus on employee and member experience    More information about Jason Champion and today's topics: LinkedIn Profile: https://www.linkedin.com/in/jasonchampion1/  Company Website: https://www.nrtc.coop/  Other Relevant Links: The Enneagram Institute, John Gates on LinkedIn, Posie Fields Flower Farm, Chick-fil-A   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Can you imagine doubling or tripling engagement on your social media?  Maybe it's not as hard as you think.  Take it from somebody whose operations have had an average of 180-240% increase in engagement for customers, boasts a 98% sales conversions and even reigned in an unfathomable 12,000% increase for the likes of monster personality, Gary Vaynerchuk.  Hear our conversation with Kate Bradley Chernis, CEO at Lately.ai: How to create fans and evangelists out of customers What a 98% sales conversion rate leader does How AI can save you time and money Who can benefit from AI in their social media   More information about Kate Bradley Chernis and today's topics: LinkedIn Profile: https://www.linkedin.com/in/katebradley/  Company Website: https://www.lately.ai/  Other Relevant Links: Kate Bradley Chernis on Twitter, Lately.ai, Lauren Turow on LinkedIn, Southwest Airlines   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

It would be different to receive a marketing email asking you to respond with a “1” for more information on a topic. The campaign most likely wouldn't have the ROI a brand would be looking for.   For SMS marketing, that's exactly what's happening… and it's working. Texting is the latest marketing funnel focused on personalization and data gathering. Its capabilities in getting target audiences to interact is changing the game for brands and marketers.   Hear our conversation with Sara Varni, CMO at Attentive: Why SMS texting is the personal and meaningful approach to marketing How marketing is a long game; not short  Why building a digital persona is so important to marketing  What roadblocks are in place for successful digital marketing  More information about Sara Varni and today's topics: LinkedIn Profile: https://www.linkedin.com/in/saravarnibright/  Company Website: https://www.attentivemobile.com/  Other Relevant Links: Sameer Dholakia on LinkedIn; Glossier   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

We go through life with a million different moments that shape who we are, our experiences and how we interact with others.  How do we differentiate between what matters and what doesn't?  It's about the confluence of competition, commoditization and digital transformation. I'm Ethan Beute, Chief Evangelist at BombBomb, here to give you three specific tips on customer experience and focusing on the moments that matter.  Listen in to this episode to learn about:  Why moments matter to them, not you  How the difference between a reactive and proactive approach matters  What digital transformation means for the acceleration of commoditization  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

If you build it…they probably won't come.  So how do you make them? A key way to do that is by positioning yourself, and what you've built, differently.  You've got to position yourself in a way that is unique and not easily duplicated. Make yourself the valuable commodity of the conversation and then, you have something of value that will bring people in.  Hear our conversation with Justin Stoddart, Productivity Expert and Founder & CEO at Think Bigger: Why the difference between doing and becoming is essential  How to communicate with potential clients to quantify and demonstrate value What it means to create an upstream business model  Why solving problems not related to your business excels your business  More information about Justin Stoddart and today's topics: LinkedIn Profile: https://www.linkedin.com/in/justinstoddart  Company Website: https://justinstoddart.com/  Other Relevant Links: The Upstream Model  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

When you move from being a valued member of a team to the leader of a team, there's a mindset shift that needs to happen.   Whether you're in sports, fitness or sales, a leader understands that making personal connections are just as important as the job. And what got you to be No.1 in the game, isn't necessarily what's going to help someone else. It's about human-centered connections and opening yourself up to change.   Hear our conversation with Ni Adesokan, Senior Manager, Strategic Brands at Affirm: How to inject being human to automated virtual interactions Why connecting with your team on a personal level changes the game What to do when you get pushback from inbound and outbound sales development Why shifting your mindset going into a leadership position is so important  More information about Ni Adesokan and today's topics: LinkedIn Profile: https://www.linkedin.com/in/ni-adesokan-b8ba2481  Company Website: https://www.affirm.com/  Other Relevant Links: Le Nguyen on LinkedIn; John Clavadetscher on LinkedIn; Starbucks  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

There are 300 unopened emails in your inbox as of this morning and mentally, you're starting to shut down.   Sound familiar?   The psychology behind the overwhelm of email overload focuses on productivity as a skill, not a personality trait. Today's guest boils things down to this: unopened emails are unmade decisions.   The solution is easier than it may seem and based entirely on how you work and thrive.   Hear our conversation with Melissa Gratias, Owner and Principal of Progress Not Perfection: How to prioritize progress above perfection How to discern the difference between effective and efficient Why your inbox is a train station platform What tricks can help you achieve a sustainably organized workday  Which underlying problems keep people from achieving success   More information about Melissa Gratias and today's topics: LinkedIn Profile: https://www.linkedin.com/in/melissagratias  Company Website: https://melissagratias.com/  Other Relevant Links: 4 Ways to Estimate How Long a Task Will Take; JenDangelo.com   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Authenticity is today's buzzword. "Be authentic!" say all the business gurus.  What if they're wrong? What if being authentic is not always the best idea? What if — and work with us here — keeping it real is actually the wrong thing to do?  Listen in on our conversation with Andrew Brodsky, Assistant Professor of Management, McCombs School of Business, The University of Texas at Austin: How employees come off as authentic in their interactions with customers Why being authentic isn't always the best What emotional labor is and why it matters The best and worst modes of communication for virtual work Why you aren't as good as you think at reading other people's emotions   More information about Dr. Huffman and today's topics: LinkedIn Profile: https://www.linkedin.com/in/andrewsbrodsky/  Company Website: https://www.utexas.edu/  Other Relevant Links: Dear First Name; ABrodsky.com; Communicating Authentically in a Virtual World (HBR); The Dos and Don'ts of Work Email from Emojis to Typos (HBR); Stephanie Fazio's Fantasy Books; Alderac Entertainment Group; War Chest   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Digital pollution is unwelcome digital distractions that slow us down, confuse, frustrate, and annoy us, and sometimes even threaten us. If it's not the right message for the right audience at the right time, it's probably digital pollution — and damages our brand relationships.  I'm Ethan Beute, Chief Evangelist at BombBomb, here to give you two specific cautions about operating in a digitally polluted environment. Listen in to this episode to learn about: What digital pollution is What the three types of digital pollution are How we should view consequential pollution How personalization can cut through some pollution Why human-centered communication is an antidote to digital pollution   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Nobody is far away or out of reach anymore, not in the digital environment. Welcome to the Death of Distance.   We all can be reached anytime, anywhere. What does the Death of Distance do to us psychologically? What does it do to our safety?  Hear our conversation with Dr. Erik J. Huffman, Director of Information Technology at BombBomb: How the digital environment has changed our concept of “customer” What cyberpsychology is and why it matters What impact digital pollution and the death of distance have Why cybersecurity is growing so much and needs to grow even more Why Erik launched MiC Club and the state of diversity in cyber   More information about Dr. Huffman and today's topics: LinkedIn Profile: https://www.linkedin.com/in/dr-erik-j-huffman-5a187438/   Company Website: https://bombbomb.com/   Other Relevant Links: Dr. Erik J. Huffman: The Making of a Cyber Victim, Human Hacking: The Psychology Behind Cybersecurity, Cyberpsychology | TED Talk    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Learning from the best. When someone rapidly leaps to the top of their field, you know there are plenty of insights to glean.   During the past year Robyn LaVassaur, Executive Vice President of Sales at Summit Funding, went from local sales production … to national sales leadership.  Hear my conversation with Robyn as we discuss: How to ask better questions to serve your customers How she leaped to the top of the mortgage   How neural-coupling assists in better conversation Why problem-solving leads to career success How to set boundaries to balance family and work      More information about Robyn and today's topics: Robyn LaVassaur on LinkedIn  Robyn LaVassaur at Summit Funding  PeakInsideSummit.com  Chewy.com   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , Google Play or Google Podcasts , and find more episodes on our blog.

It's episode 200 — and we're celebrating the milestone with The EX Takes Mixtape - 12 top employee experience moments from episodes 101-199.  Hear EX-themed highlights with these guests of The Customer Experience Podcast: Stacy Sherman, VP of Agent and Customer Experience at Liveops Brittany Hodak, Keynote Speaker, Author, and Superfan Strategist Elizabeth Dixon, Speaker on Strategy, Innovation, and CX; Principal Lead of Strategy, Hospitality, & Service Design at Chick-fil-A Mark Schaefer, Speaker and Author of Marketing Rebellion Sue Woodard, Speaker and Mortgage and FinTech Evangelist Shep Hyken, Customer Service and Customer Experience Expert Lisa Earle McLeod, Speaker and Author of Selling with Noble Purpose Andrea Morter, VP of Sales Ops at Get Beyond John Belizaire, CEO at Soluna Computing; Founder and Managing Editor at CEO Playbook Kristie Ornelas, VP of Customer Experience Marketing and Communications at Cisco Ernest Owusu, Senior Dir ector of Sales Development at 6sense Jacco van der Kooij, Founder at Winning by Design  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

When it comes to customer data, context is king.   And user testing has become increasingly important as a resource for fine-tuning the customer experience.   It's a marriage between UX and CX … and today's guest brings nearly 20 years of experience as a CX leader, strategist, and practitioner who's designed and conducted hundreds of studies.  Hear my conversation with Janelle Estes, Chief Insights Officer at UserTesting and author of the book: User Tested: How The World's Top Companies Use Human Insight to Create Great Experiences as we discuss:  How UX and CX play together  Why user testing is a unique solution to gaining human insights  Why UX is finally gaining traction  What types of user testing are effective  How to get started collaborating around the customer journey  More information about Janelle and today's topics: Janelle Estes on LinkedIn  UserTesting.com  UserTested  Don't Make Me Think  Outside In   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts , and find more episodes on our blog.

How does selling mangoes from a Jamaican street cart lead to skyrocketing success in today's B2B sales environment?    In this episode, I interview Donald Kelly , Founder and Chief Sales Evangelist at The Sales Evangelist and author of Sell It Like A Mango: A New Seller's Guide to Closing More Deals , about the best practices when it comes to training-up a successful sales organization in today's marketplace.   Donald and I also talked about: How CX represents the buyer's whole journey Why it's important to use a cohort approach in sales What mindset helps to overcome fear in sales How to achieve pipeline accuracy How hosting your own podcast adds value   Check out these resources we mentioned: Donald C. Kelly on LinkedIn  Donald C. Kelly on Instagram  TheSalesEvangelist.com  Sell It Like A Mango  Logitech  Apple   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts , and find more episodes on our blog.

The human experience is becoming increasingly more valuable.   As we move forward in time, human-to-human interactions are going to become more rare and therefore more valuable.   I'm Ethan Beute , Chief Evangelist at BombBomb , host of The Customer Experience Podcast , and recently coauthor of the Wall Street Journal bestseller Human-Centered Communication , together with Stephen Pacinelli . Listen in today to learn about why human-to-human moments triumph over commoditization and how to balance the tech touch with the human touch.  In this episode, I contextualize and share a short passage from a 90-minute interview with me, Steve, and Mathew Sweezey , marketing futurist at Salesforce, during our research for Human-Centered Communication.   Here are some thoughts from the episode: Why the power of human-to-human moments increases as we get more digital The proportion of rarity and value in human moments Why humans are differentiators in sales and CX How video messages beat the competition for attention What Mat Sweezey's take is on noise, pollution, and trust  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , Google Play , or Google Podcasts , and find more episodes on our blog.  Listening on a desktop & can't see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

Nobody wants to be sold to. Nobody. But nearly all of us are open to learning something helpful.  Today's guest, an edumarketing expert, teaches sales through education.  Hear my conversation with Ginger Bell, Founder at Edumarketing: How to extend customer experience to people who aren't your customers Why education is better than sales What mindset shift will enable you to become an educator How to use video in edumarketing How to get started sharing your expertise with customers   More information about Ginger and today's topics: Ginger Bell on LinkedIn  Edumarketing.com  Sue Woodard on LinkedIn  Archer Hotel Austin   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , Google Play or Google Podcasts , and find more episodes on our blog.

How does an iconic brand like Amex evolve to stay connected to their customers? By driving their CX Experience with innovation.    We take a deep dive into customer surveys and look at how Amex uses the latest technology to collect and distill relevant data.    In this episode, I interview Luis Angel Lalanne , Vice President, Customer Voice at American Express , about improving customer listening using technological tools that allow for higher quality customer feedback.  Lewis and I also talked about: How Amex handles CX internally  Best practices for executing customer surveys for high quality data  A playbook on balancing and processing qualitative and quantitative feedback Using NLP to uncover patterns from customer surveys  What implementing new CX technology looks like at Amex    Check out these resources we mentioned during the podcast: Luis Angel Lalanne   American Express   University of Michigan  USAA  Lippincott Human Era Index   Sea Scouts   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , Google Play or Google Podcasts , and find more episodes on our blog.  Listening on a desktop & can't see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

We could call it customer experience. Or we could call it love.  How should our customer-centricity change when we want to win digital customers?  In this episode, I interview Howard Tiersky , CEO at FROM, The Digital Transformation Agency and author of Winning Digital Customers , about emphasizing customer experience during digital transformation.  Howard and I also talked about: What the three key elements of customer experience are Why you need an ambitious vision for digital transformation How to love your customers — and earn their love What the role of values are in digital branding How to temper the pace of change with customer-centricity     Check out these resources we mentioned: Howard Tiersky on LinkedIn  Winning Digital Customers  FROM, The Digital Transformation Agency  Tony Robbins  Bulk Reef Supply   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , Google Play or Google Podcasts , and find more episodes on our blog.

What can we learn from a deep dive into connecting, communicating, and converting more effectively — despite the challenges of digital, virtual, and online spaces — from people who are out there doing it every single day? I'm Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. In this episode, I share four takeaways answering that question, which I learned from researching the Wall Street Journal bestselling book Human-Centered Communicationwith Steve Pacinelli. My presentation includes clips from several of the experts we featured, including Lauren Bailey, Shep Hyken, Dan Hill PhD, Mario Martinez Jr., Morgan J Ingram, Julie Hansen, and Adam Contos. Listen to how to turn today's path into tomorrow's revenue with human-centered communication techniques: Restore human emotion to our impoverished experiences online Balance the tech touch and the human touch Focus on outcomes, not systems, processes, or goals Value the immeasurable Resources: See the full presentation with visuals here: https://youtu.be/bqtVXvJOeT0 Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can't see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

How do you operationalize innovation? One way is to build innovation into the company culture by incentivizing ideas.   In this episode, I interview Lee Jelenic , Chief Innovation Officer at United Wholesale Mortgage , about living out the six pillars of his company by committing to continual improvement and preserving the human touch.  Lee and I talked about: - How positive client experience helps to cut through the noise - Why “client” signifies a longer-term relationship than “customer” - What guiding philosophy led to growth from 2K to 8K team members - How the value of innovation is expressed throughout the company - Where humans and tech should intersect  Check out these resources we mentioned: - Lee Jelenic on LinkedIn  - UWM.com  - FindAMortgageBroker.com  - Mat Ishbia on LinkedIn  - Mark Fields on LinkedIn  - Jim Farley on LinkedIn  - Delta Airlines  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts,Spotify , Google Play or Google Podcasts , and find more episodes on our blog.

Today's guest says that love is a competitive advantage. Kindness, compassion, collaboration, empathy, and especially love are all good things in business both for customers and for employees.  In this episode, I speak with Sue Woodard , Senior Advisor at STRATMOR Group, about how to operationalize love for CX and EX.   Sue and I talked about: - Why CX is your customer's perceptions of your brand - Whether CX is a team or a culture - What the EX-CX connection has to do with humanizing businesses - What it means to operationalize love - How to start using video (even if you look funny on screen)  Check out these resources we mentioned: - Sue Woodard on LinkedIn  - Rob Abele on LinkedIn  - Harley Davidson  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , Google Play or Google Podcasts , and find more episodes on our blog.

Product-led growth is a great strategy… for about 5% of B2B companies. The other 95% should adopt customer-led growth.   In this episode, I speak with two-time Customer Experience Podcast guest Chris Hicken , Co-Founder and CEO at ‘nuffsaid , about the three elements of customer-led growth and their reliance on superior CX  Chris talked with me about: - What three things customer-led growth companies do - Which of the four types of data to prioritize and why - How the philosophy of customer-led growth originated - What influence video has in creating value for customers - How to start collecting data on customer value  Check out these resources we mentioned during the podcast: - ‘nuffsaid Magazine  - Chris Hicken on LinkedIn  - The Rule of 40  - Dave Garr on LinkedIn  - Darrell Benatar on LinkedIn  - Gong.io  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts,Spotify , Google Play or Google Podcasts , and find more episodes on our blog.

Listening is the secret to selling anything — but most of us don't listen the right way, even though all of us are in sales roles (yes, all of us).  True listening is looking at the 360° view of what's happening.  In this episode, I speak with Dr. Cindy McGovern , CEO at Orange Leaf Consulting and author of Every Job Is a Sales Job , about using listening and presence to design a customer experience that customers want to tell others about.  Dr. Cindy and I talked about: - How to turn non-salespeople into salespeople - What it means to realize that selling means helping - Why you should be proactive about creating moments that matter - What Dr. Cindy's 5-step sales process is - How to use video to create meaningful sales connection  Check out these resources we mentioned during the podcast: - Dr Cindy McGovern on LinkedIn  - Every Job Is A Sales Job  - Orange Leaf Consulting  - United Airlines  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , Google Play , or Google Podcasts , and find more episodes on our