Podcasts about Customer advocacy

Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABEShop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.Click here to schedule a free demo: https://info.shop-ware.com/profitabilityUtilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.Click here to get started: https://geni.us/PartsTechTransform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros In this episode of Changing The Industry Podcast, Lucas and David welcome Brandon Crusha of AutoText.me. Brandon shares his extensive background in the industry, emphasizing the crucial role of communication and digital inspections in auto shops. The conversation also explores a debate with a fellow shop owner regarding the ethics and perceptions of high repair quotes, highlighting the importance of transparently presenting all findings to customers. Additionally, David and Lucas passionately discuss healthcare parallels, stressing the significance of comprehensive checks and open communication.00:00 Switching Dilemma and Solutions07:40 Comprehensive Car Inspection Importance10:50 Exorbitant Service Costs Criticized20:40 "Medical Procedure Discussion"21:29 Jaundice Incident: Lack of Advocacy27:21 Dealer Mentality: Cutting Loose Technicians36:29 Rant on Air Filter Costs39:53 "Achieving Revenue with MAP Standards"44:26 "Automated Client Follow-up Strategy"48:27 "Dirty Mike's Funniest Clip"55:57 Unexpected Emotional Reaction Test01:02:38 Outdated Treatment Shortened Her Life01:06:42 Affordable Direct Lab Testing Service

Roy unpacks his strategic game planning process, explains the power of differentiation, and discusses how he created a business that later reached $18 billion in revenue. If you're looking to stand out, scale up, and execute like a pro, this episode is for you.Learn more!

Customer advocacy and emotional loyalty are driven by value-based alignment rather than product, service and price points. Explore a new take on customer loyalty from the latest whitepaper from Yuping Liu-Thompkins, Professor of Marketing at Old Dominion University and Director of Loyalty Science Lab. Her latest whitepaper: The Politics of Brand Loyalty unpacks US consumer views on values alignment and how ideological views impact brand decisions.Hosted by Amanda CromhoutShow Notes:1) Yuping Liu-Thompkins2) Old Dominion University3) Loyalty Science Lab.4) The Politics of Brand Loyalty

Jeremy Au discussed key aspects of venture capital decision-making and tech regulation including how VCs make sequential investment choices, navigate acquisition offers and public listing routes, and address regulatory challenges. He also examined how customer advocacy and jurisdictional differences shape tech policy, while debating the trade-offs between asking for permission versus seeking forgiveness. 1. Sequential Investment & Timing: VCs re-evaluate decisions over time, balancing past rejections with new opportunities. 2. Acquisition Offers & Public Listings: Companies with similar acquisition terms can choose different paths, and public offering routes vary widely. 3. Regulatory Environment & Legal Lag: Laws only regulate what exists, leaving tech companies to navigate gaps in regulation. 4. Permission vs. Forgiveness: Startups must choose between seeking approval or risking later consequences based on local rules. 5. Customer Advocacy & Jurisdictional Impact: Mobilizing customers can influence regulators, and success depends on local political and legal climates. Watch, listen or read the full insight at https://www.bravesea.com/blog/vc-decision-making-playbook Get transcripts, startup resources & community discussions at www.bravesea.com WhatsApp: https://whatsapp.com/channel/0029VakR55X6BIElUEvkN02e TikTok: https://www.tiktok.com/@jeremyau Instagram: https://www.instagram.com/jeremyauz Twitter: https://twitter.com/jeremyau LinkedIn: https://www.linkedin.com/company/bravesea English: Spotify | YouTube | Apple Podcasts Bahasa Indonesia: Spotify | YouTube | Apple Podcasts Chinese: Spotify | YouTube | Apple Podcasts Vietnamese: Spotify | YouTube | Apple Podcasts

In this weeks' Scale Your Sales Podcast episode, my guest is Ejieme Eromosele.   I'm a customer-led growth expert passionate about driving retention, expansion, and customer advocacy. I'm also the Founder of Success in Black, where I champion DEIB in Customer Success. With experience at Accenture, PwC, and The New York Times, I've built on delivering exceptional customer outcomes and business value.   In today's episode of Scale Your Sales podcast, Ejieme explores customer-led growth as a key driver of sustainable revenue expansion, emphasizing the alignment of sales, marketing, and customer success for exponential impact. She introduces the concept of assumptive advocacy and the role of data in driving transformative customer insights. Committed to diversity, equity, and inclusion, Ejieme shares her journey in founding Success in Black, a community supporting Black professionals in customer success.   Welcome to Scale Your Sales Podcast, Ejieme Eromosele.     Timestamps: 00:00 Elevating Sales with Customer Led Growth and Community Insights 06:22 Leading EMEA Growth 09:57 Align Leadership for Customer Growth 11:42 Aligning Customer Goals with AI Tools 15:11 Seeding Future Customer Advocacy 20:37 Leveraging Data for Customer Solutions 21:35 Becoming a Trusted Customer Advisor 24:43 Compelling Vision and Customer Focus 30:19 Human-First Approach in Business   https://www.linkedin.com/in/ejieme/     Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales.   Book Janice to speak virtually at your next event: https://janicebgordon.com LinkedIn: https://www.linkedin.com/janice-b-gordon/ Twitter: https://twitter.com/JaniceBGordon Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast More on the blog: https://scaleyoursales.co.uk/blog Instagram: https://www.instagram.com/janicebgordon Facebook: https://www.facebook.com/ScaleYourSales   And more! Visit our podcast website https://scaleyoursales.co.uk/podcast/ to watch or listen.

Send us a textIn this engaging episode of Customer Success Playbook, Terinee Pooler, Atlanta Chapter Lead of Women of Customer Success, shares crucial strategies for developing and operationalizing effective Net Promoter Score (NPS) programs. Drawing from her extensive experience, Pooler emphasizes the importance of proactive customer engagement and provides practical guidance on implementing NPS initiatives that drive meaningful organizational change.Detailed AnalysisThe discussion delves deep into the fundamentals of building and maintaining successful NPS programs, with Pooler offering valuable insights into several key areas:Program Implementation StrategyPooler emphasizes that proactive customer engagement forms the cornerstone of any successful NPS program. She positions the customer success manager as a customer advocate, highlighting how this approach can transform quarterly business reviews (QBRs) and overall customer experience management.Technical FrameworkThe conversation explores the technical aspects of NPS implementation, including:Survey distribution mechanics using platforms like GainsightQuarterly feedback collection processesScore interpretation framework (1-10 scale)Classification of responses (detractors, neutrals, promoters)Measurement and AnalyticsPooler provides a detailed breakdown of NPS scoring:Promoters: Scores 8 and aboveNeutral: Score of 7Detractors: Scores below 7Net score calculation methodology: Promoters minus DetractorsThis systematic approach ensures organizations can effectively track and measure customer satisfaction while identifying areas for improvement.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

In this episode, host Jeremy Reymer sits down with Trey Griggs, Founder and CEO of BETA Consulting Group and Director of Operations for the Broker Carrier Summit. They discuss the critical role of messaging in sales and marketing, the power of customer advocacy, and how startups can build a strong foundation for growth. Trey also shares insights on the Broker Carrier Summit—an event designed to foster trust and collaboration between brokers and carriers—and why it's making such an impact in the industry.Listen to learn how strategic communication and relationship-building can drive success in trucking.

Andy Leonard and Frank La Vigne delve into the exciting world of AI and growth marketing with the renowned Lillian Pierson. Lillian, a globally recognized AI growth strategist and author. She shares her unique journey from engineering to data science and her role as a fractional CMO. She provides deep insights into leveraging AI to revolutionize marketing and growth strategies, discusses breaking down the barriers in early data science, and explores the rise of agentic AI. This conversation is filled with valuable knowledge, humor, and a reality check on the evolving tech landscape. Tune in to explore how AI and data-driven approaches are transforming industries and why Data Driven is a top pick for AI enthusiasts.Moments00:00 "Interview with AI Expert Lillian Pearson"04:18 Earning a Professional Engineering License09:21 Evolution of Data Science Disciplines11:08 Career Pivot to Success14:01 Data Strategy and AI Insights19:19 Marketing's Role in Product Growth21:58 Customer Advocacy in Product Development26:16 Exploring AI for Content Automation28:28 OpenAI Trained on My Style30:51 Frank's Podcast Automation Expansion33:22 "Delegation vs. Self-Management Discussion"37:45 Decoupled, Resilient System Communication41:57 Clay-Powered Decision Tech Critique45:41 AI Is Essential in Business49:09 Debating with ChatGPT's Perspectives50:23 Google AI: Generative Podcast Tool56:11 Big Data Fallacies Explored

We do something slightly different for this episode of The HealthTech Marketing Show. Colin Hung from Swaay Health takes over as the interviewer to discuss the evolving dynamics of pipeline management in healthcare marketing with Mark Erwich, Chief Strategy Officer at Health Launchpad, and me, Adam Turinas. We discuss how traditional B2B marketing methods are losing effectiveness and why a shift toward account-based thinking and personalized engagement is critical. We also talk about the need for taking a balanced approach to marketing. Throughout the interview, we speak on identifying and nurturing buying signals, building effective marketing-sales alignment, leveraging customer networks, and adopting Account-Based Marketing (ABM) strategies tailored for healthcare. Mark and I also give some actionable advice on starting small with ABM and focusing on thought leadership to establish trust and credibility. Key Topics and Timestamps: [4:24] Challenges in Pipeline Management  [9:04] Account-Based Thinking [11:44] Effective Pipeline Strategies [17:05] Importance of a Balanced Approach and Brand Awareness [18:07] What Companies Should Stop Doing [23:10] Examples of Companies Doing it Right [25:03] The Role of Thought Leadership and Customer Advocacy [27:34] Tips for Getting Started If you found this episode useful please forward it to some of your colleagues who could also get value from it.  Check out our blog article, where we go into more depth on this topic. Subscribe to The HealthTech Marketing Show or watch us on YouTube for more insights into marketing, AI, ABM, buyer journeys, and beyond!

What happens when a 17-year-old answering phones at a car rental company becomes a key leader in talent acquisition for a 100-year-old automotive powerhouse? Cindy Lawrence finds out in this episode of On the Drive, featuring Beth from Carter Myers Automotive (CMA).Beth reveals how CMA's people-first philosophy drives not just cars but careers, with innovative programs like the Technician Apprentice Training and Meyers Flyers recognition. From breaking down industry stereotypes to creating meaningful community connections, this episode dives into what makes CMA more than just a workplace—it's a family.Get ready for a candid, inspiring, and often funny conversation about career growth, building trust, and why the service lane is the heart of the automotive industry. Perfect for anyone passionate about making an impact, on or off the road!Join our Journey:Share this episode with a friendClick the plus to follow us on your podcast app and get automatic downloads of each episodeRate and Review us on Apple Podcasts Email us at Cindy@OnTheDriveTraining.comLinkedIn:   Connect on LinkedinFacebook:  Join us on FacebookHost:Cindy Lawrence713.299.2435Cindy@OnTheDriveTraining.comAtYourServcie-Drive.comIf You Need Fixed Ops Training…You Need Cindy!

In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Ejieme Eromosele, an award-winning customer success leader, about her journey from customer success to general management. They discuss the importance of customer advocacy in driving new sales, strategies for upselling and expansion, and the evolving role of customer success in the go-to-market strategy. Ejieme shares her insights on using data to drive urgency, the significance of a discovery-focused mindset, and the need for value-based storytelling in customer success. The conversation highlights key learnings and the future of customer success as a driver of sustainable growth.Want to win a free pair of airpod pros, sign up for a demo with Vitally: vitally.io/csproDon't forget to signup for CSM RevUP to help unlock your revenue potential: https://thecustomersuccesspro.com/csm-revup-academy/Chapters00:00 Introduction 01:56 Meet Ejieme Eromosele 03:22 Transitioning to a General Manager Role 08:08 The Importance of Customer Advocacy in Sales 14:44 Shaping Post-Acquisition Strategies for New Sales 22:53 Building a Customer Growth Function 28:02 Strategies for Upselling and Expansion 37:02 Key Learnings and Future of Customer SuccessConnect with Anika:LinkedInYouTubeTikTokWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Ejieme:Linkedin: https://www.linkedin.com/in/ejieme/Ejieme Eromosele is an award-winning Customer Experience and Success Executive with over 15 years of experience in building high-impact customer programs. As the General Manager for EMEA at Quiq, Ejieme leads the company's expansion across Europe, overseeing all aspects of business growth - including marketing, customer success, new business sales and partnerships.Ejieme's expertise spans customer-led growth, with a focus on transforming customer success functions into powerful drivers of business value. She is also the founder of Success in Black, a pioneering platform that promotes diversity, equity, and inclusion in customer success.Prior to Quiq, she was Managing Director of Customer Experience at The New York Times and led The Times' efforts to drive retention, loyalty and brand advocacy of its growing subscriber base.Ejieme spent a decade in management consulting at PwC and Accenture. In these roles, she led CX programs across sectors.Beyond her corporate work, Ejieme is a respected advisor, speaker, board member, and angel investor, known for her insights on customer experience strategy and customer success. She serves on the board of the Conversational Design Institute Foundation and the AI Council of Firstboard.io, where she contributes her expertise to discussions on responsible and ethical AI and the future of customer engagement.Ejieme has a BA in Economics from NYU's College of Arts & Science and an MBA in Strategy and Global Business from NYU's Stern School of Business.Follow the PodcastYouTube: https://www.youtube.com/ @TheCustomerSuccessProApple Podcasts: https://podcasts.apple.com/gb/podcast/the-customer-success-pro-podcast/id1733Music by AudioCoffee: https://www.audiocoffee.net/

Like the show? Show your support by using our sponsors. Promotive can help you find your dream job, or help you hire. Touch HERE for more. Need to update your shop systems and software? Try Tekmetric HERESunil Patel is the founder of Tekmetric and Kieran O'Brien is the co-founder of Shop GenieIn today's episode, Kieran emphasizes training service advisors to improve sales performance through enhanced communication and technology adoption. Sunil shares his journey from medicine to founding Tekmetric, explaining how modern digital tools like digital vehicle inspections (DVIs) can streamline operations. Jeff highlights the challenge of convincing older shop owners to adopt new technologies despite the clear benefits for efficiency and customer experience.00:00 Physician switched careers to open repair shop.05:14 Matt inspired my journey in business ownership.08:10 Focus on customer service ensures business success.10:37 DVI revolutionized customer-technician interactions; and enhanced efficiency.14:34 TechMetric consolidates vendors, saving businesses money.16:23 Shop Genie: Solving automotive scheduling with technology.21:18 Sales skills are crucial for auto repair success.23:21 Prioritize sales training for advisors over EVs.28:55 Recall past recommendations; address at next appointment.29:46 Long-term customers may opt for new cars.32:41 Customer experience drives business success in 2024.36:39 Technology trends impact all age groups.40:04 Waiting affects efficiency; cultural fit varies significantly.44:59 Maintain transparency without scaring customers away.45:49 Old methods required; dealership knowledge outdated. Follow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232

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Welcome to the SyncSpider Ecom Ops Podcast! We're thrilled to have Jason Friedman from CXFormula joining us. Jason is renowned for revealing untapped business potential, particularly in e-commerce. Intriguingly, this potent secret key is already within your grasp. Want to find out how simple and boring could be the key to success? Are you eager to discover how? Join us as we delve into this exciting exploration!

Adam Avramescu, Vice President of Customer Education at Personio and co-host of the CELab Podcast, joins the show to share his thoughts on the evolving role of customer education in digital customer success. He and Alex dive into the challenges of content curation, scaling personalized experiences, and the growing importance of integrating education with broader customer experience strategies to drive engagement and advocacy.Chapters:00:04:04 - The love-hate relationship with social media  00:05:55 - Life as an expat in Amsterdam  00:07:10 - What "engagement" means in customer education  00:08:53 - Bringing teams together to scale CX  00:10:34 - Building a proper digital customer experience  00:12:14 - Adam's elevator pitch on digital CS  00:15:39 - The evolution of customer education  00:18:20 - Blurring lines between customer education and CS  00:21:18 - Curation vs. content overload in customer education  00:29:41 - The never-ending ROI debate in CE  00:34:18 - Digital programs and human touch in customer success  00:37:40 - Customer education and building advocacyEnjoy! I know I sure did…Adam's Linkedin: https://www.linkedin.com/in/adam-avramescu/Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Most businesses profess to love their customers. However, only a few have figured out how to transform brand love into advocacy on a consistent and scalable basis. Enter this episode's guests:  Tejal Parekh, previously of Upside  Rebecca Stone of Cisco  Suzanne Reed of LBMC In this insightful conversation, these three powerhouse CMOs share their unique approaches to turning satisfied customers into vocal advocates. They dive into the essential elements of building a successful customer advocacy program, from structuring advocacy within the organization to funding and measuring its success. Listen in as they explore the balance between short-term goals and long-term impact, and reveal real-world strategies to elevate customer voices. Whether you're starting from scratch or looking to scale your advocacy efforts, this episode offers invaluable insights for B2B marketers committed to fostering genuine customer loyalty and influence.  For full show notes and transcripts, visit https://renegademarketing.com/podcasts/ To learn more about CMO Huddles, visit https://cmohuddles.com/

In the second episode of our Scaling and Managing Support Teams series, we sit down with Stephen Ng, Senior Director for Global Support and Customer Advocacy at Splashtop, to explore the secrets of scaling support operations efficiently while maintaining high-quality service. Stephen brings over 30 years of experience managing both domestic and international support teams, and he shares his expert strategies for improving processes, leveraging KPIs, and aligning support with product development. If you've ever struggled with balancing growth, costs, and customer satisfaction, this episode is for you. Learn how to turn your support team into a strategic asset!

It's no secret there is a labor shortage problem in manufacturing, with many more jobs available today than people to fill those jobs, and a growing chasm between people entering the industry versus those leaving. Lurking in that labor challenge is maybe the biggest threat - a "great retirement" where the biggest threat is older, more experienced workers retiring and taking with them a career's worth of skills, experience, and best practices. In the race to close that gap, technology can play a crucial role in mitigating the manufacturing "brain drain" by automating repetitive tasks, preserving institutional knowledge through digital documentation, enabling remote collaboration, and enhancing training with virtual simulations. In this podcast, Anthony Offredi - director of Customer Advocacy at Quickbase and a veteran of the manufacturing world - will discuss this brand drain and highlight technology solutions that can help combat this growing challenge, helping to attract and retain talent by capturing that knowledge while making work more engaging, efficient, and adaptable to new challenges in the industry.

In this episode of the Affiliate Marketing Podcast, Lee-Ann interviews Will Fraser, Head of impact.com/Advocate, about the importance of customer advocacy in the partnership economy.Will was the CEO and co-founder of SaaSquatch, a customer referral platform acquired by impact.com and he has helped companies around the globe build high-performing customer referral programs.Listen in as their conversation explores how advocacy is crucial because there is a low trust in ads, and people trust the recommendations of their friends. Will also emphasizes the blurring lines between consumers, influencers, and affiliates, and the need for innovative consumer experiences in the affiliate space.Listen to find out more about:How B2B SaaS companies can also benefit from advocacy programsAdvocacy programs can serve as a farm team for other partnership channels, as advocates can be promoted to influencers or affiliates.The importance to have buy-in from the team and commit to the program for at least a year.Key segments of this podcast and where you can tune in to go direct: [10:45] Building an Advocacy Program: Benefits and best practices[23:21] From Advocates to Influencers: The Farm Team of Partnerships[24:58] The future of Affiliate Marketing?ELEVATE Summit 2024 – LONDONJoin us in London on 16-17 September.Limited Tickets Remain! GET YOUR TICKET HERETickets to this two-day conference at Park Plaza Westminster Bridge, include: Full two-day conference and keynote speaker line-up (Learning from the best in the industry) Access to specific Masterclasses helping you level up your performance and skills developmentLunch and Refreshments FREE on both daysNetworking and Exhibitor AreaMatchmaking meet-upsA Social Networking partyDon't miss your chance to be a part of this groundbreaking ELEVATE summit and take your performance and lead generation marketing efforts to new heights.Secure your ticket and learn with industry veterans what's new and trending in the Affiliate and Lead Generation worlds – today by clicking here.Rate, Review & Subscribe on Apple Podcasts“I love Affiverse's Affiliate Marketing Podcast.”

On this episode, Eli Weiss, VP of Retention Advocacy at Yotpo, discusses the evolving space of customer experience and SaaS, emphasizing the importance of kindness and humility in the industry. He also discusses the importance of personalization in CX and retention, and highlights the value of leveraging data to create targeted messaging and improve the customer journey.Tune in to learn:The Importance of RetentionFinding the Balance in CX StrategiesThe Value of Great CX and Missed OpportunitiesBusinesses' Perception of CXThe Role of AI in Improving CXThe Power of PersonalizationThe Future of MessagingTrends in CX and RetentionElevating the CX and Retention Conversation–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more. Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

In this weeks' Scale Your Sales Podcast episode, my guest is Randi-Sue Deckard. Randi-Sue Deckard's career trajectory is a captivating story of transformation and resilience. Transitioning from a clinical lab scientist to the Senior Vice President of Client Engagement at BESLER, Randi's journey is a testament to the power of embracing change, staying curious, dedication to improving and leveraging data-driven decision-making. Her wealth of experience in sales, marketing, and customer success positions her as a valuable guide for professionals seeking to excel in revenue-related roles. In today's episode of Scale Your Sales podcast, we have the pleasure of speaking with Randi-Sue Deckard, an expert in sales, marketing, and customer success. Randi provides valuable insights into reducing customer friction, adopting a customer-centric approach, and creating a comprehensive B2B experience. We discuss leveraging existing customers for referrals, the importance of continuous value addition, and the balance between empathy and logic in sales. Welcome to Scale Your Sales Podcast, Randi-Sue Deckard   Timestamps: 00:00 Reducing Friction: Maximizing Customer-Centricity in B2B Interactions 03:15 Success in sales comes from knowing customers. 07:40 Improving by understanding customer perspectives is crucial. 10:16 Customer problem articulation drives effective communication and solutions. 16:38 Study found women better leaders. 19:32 Questioning the customer-centricity of organizations and processes. 23:37 post-sales engagement crucial for customer advocacy. 24:30 Simplify referrals to increase new sales by 30%. 28:23 Farewell message expressing admiration and future connection.   https://www.linkedin.com/in/randisuedeckard/   Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales. Book Janice to speak virtually at your next event: https://janicebgordon.com LinkedIn: https://www.linkedin.com/janice-b-gordon/ Twitter: https://twitter.com/JaniceBGordon Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast More on the blog: https://scaleyoursales.co.uk/blog Instagram: https://www.instagram.com/janicebgordon Facebook: https://www.facebook.com/ScaleYourSales And more! Visit our podcast website https://scaleyoursales.co.uk/podcast/ to watch or listen.

In this episode of CyberMAYnia, Dani Woolf shares insights on the challenges faced while applying traditional marketing strategies in cybersecurity, Dani emphasizes the importance of customer research for business growth and customer retention. The discussion also explores the role of generative AI in marketing and how marketing in the cybersecurity space will evolve in the upcoming years. Key Takeaways: Patience and resilience are essential for marketers in the cybersecurity industry, as rejection and setbacks are common. Collaboration between marketers and security practitioners is crucial for mutual success and innovation within the cybersecurity space. Effective marketing strategies in cybersecurity require a deep understanding of the industry and its people, and a focus on community and advocacy. Utilizing AI in marketing can enhance efficiency but must be approached with caution to avoid laziness and maintain quality. Networking, curiosity, and asking questions are key for individuals entering the cybersecurity field, facilitating learning and growth. Join Audience 1st Newsletter Today Join 1700+ cybersecurity marketers and sellers mastering security buyer research to better understand their audience and turn them into loyal customers: https://www.audience1st.fm/newsletter

In this episode we spoke with Paul Richardson. Paul has spent over 20 years working at HSBC, and is now the Client Experience Director for Private Bank.  Paul explained why customer advocacy is such an important growth driver for HSBC and how they're using customer insights to inform product and service developments.During our chat, Paul also discussed how they've added a more human element to customer feedback surveys, and more broadly, how businesses can strike the balance between a human led vs digital experience.  Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode we spoke with Angela Porter. Angela is a vastly experienced marketing leader, having held roles at the likes of Tesco, Dunelm and Ladbrooks with her most recent role being CMO at Procook. Angela discussed the importance of customer advocacy at ProCook and how working with Mention Me has helped turn this into a sustainable and profitable growth channel for the business.During our chat, Angela also discussed why businesses should put more urgency into investing in a Customer Advocacy strategy and advice for putting together a business case that will get the CFO and other execs on board. Hosted by Ausha. See ausha.co/privacy-policy for more information.

Welcome to the SyncSpider Ecom Ops Podcast! Today, we're thrilled to have Jason Friedman from CXFormula joining us. Jason is renowned for revealing untapped business potential, particularly in e-commerce. Intriguingly, this potent secret key is already within your grasp. Want to find out how simple and boring could be the key to success? Are you eager to discover how? Join us as we delve into this exciting exploration!

Brand bonding isn't just a buzzword; it's a science that any marketing team can master. In this episode of Content Disrupted, trailblazing CMO Tricia Nichols shares her insights on fostering and tracking brand bonding, balancing short-term vs. long-term perspectives, and using data science to answer the right questions at the right time..

Today Jeff Compton and Jeff Barnes discuss the adaptability challenges within the automotive repair industry. Jeff Barnes expresses the importance of staying current with technological advancements, as resistance is futile, particularly with the growing necessity for Vehicle Security Professional (VSP) certification. Meanwhile, Jeff Compton highlights the complexities of modern car repairs, advising consumers to make informed purchases to avoid frequent and costly repairs. They also discuss the business side of automotive shops, underscoring the significance of maintaining healthy profit margins while advocating for the use of quality parts to ensure customer satisfaction and vehicle reliability.  Thanks to our sponsor Promotive! Find your dream job today: gopromotive.com/jeff 

In this episode we spoke with Mark Slatin. Mark is recognised as one of the top 25 CX leaders globally by CX Magazine and is CEO of Empowered CX and a professor of practice at Michigan State University.Mark discussed why businesses should put more urgency into investing in a Customer Advocacy strategy now, and how you can get your CFO and other senior executives on board.During our chat, Mark also shared some key advice on how brands can build trust with their customers to help turn more of them into loyal fans.

Gem Pasant (https://www.linkedin.com/in/gem-jp/) has over 15 years' experience in Customer Leader roles in a range of organizations from start up to large corporate, typically in the insurance sector. Gem's biggest area of interest is Customer Experience as culture—specifically how this links to company purpose, employee experience and sustainable growth through the practical application of the Net Promoter System. Transcript Mark Reed-Edwards: Welcome to this special episode of Confessions of a Marketer. I'm Mark Reed Edwards. We're back with this mini series of shows I've dubbed the Talent Showcase. These episodes will focus on people in marketing, communications, PR, and allied fields who are looking for their next opportunity. My guests will share their stories, successes, and how they can help their next employer or client. Today, I'm joined by Gem Passant. Gem has over 15 years experience in customer leader roles in a range of organizations, from startup to large corporate, typically in the insurance sector. Gem's biggest area of interest is customer experience as culture, specifically how this links to company purpose, employee experience, and sustainable growth through the practical application of the Net Promoter System. Gem, welcome. Gem Passant: Thanks for having me. It's great to be here. Mark: It's wonderful to have you on the show. So can you tell me about yourself, your background, and career path? Gem: Yeah, sure. So I actually started out in human resources. I read archaeology at university with some anthropology and got really into human behavior and thought human resources is the way for me to go. And then got onto a graduate scheme. So that's what we call in the UK, would maybe be a postgraduate scheme in the US, basically working for an employer on a fast track scheme for a large insurance company in the UK called Aviva. And I planned to stay in that field and not long in realized that I actually didn't understand my customers enough, which was the internal customers of the organization. And the only way to do a good job working in HR was to go and experience what they were experiencing and work in the business itself. And so I was looking for a change, I asked for a change, and was invited to apply to be Chief of Staff to the Chief Operations Officer for the UK business, which was a great role, a super fast track learning, if anyone's ever done Chief of Staff they'll know. And that gave me an opportunity to really learn and understand the business cause I was right in the thick of it and look for what my next opportunity would be. And there was an area that had been unloved for some while, which was the customer experience function. That was back then not called CX, which is what we tend to call it now. It was quite early days for having a customer experience function. And it had been run by somebody for a long time who'd moved into a different role and then there'd just been an absence of leadership for a while. So I took that role and changed quite a few things within the team and propelled it into a new stage of growth, I guess you could say. But stayed there for four years, absolutely adored that role. I was then asked to do various other things, I think that's what happens when you work in a large organization and you're known to be flexible. So I went on to do all sorts of other things, from head of internal comms, to more chief of staff roles, to running large billion pound transformation programs in the program office. But I then decided to have a break from all of that and retrained as a neuro linguistic programming coach. So I quit that role--quit Aviva--and went and lived in Thailand, which is where I met my now husband. That's a different story for a different podcast probably. And then I came back and did some more customer experience stuff for another insurer, a slightly smaller one called Liverpool Victoria here in the UK. And then I went back to Thailand. My husband and I decided that we were going to move back to Thailand together, because in the interim he'd gone to live in San Francisco. So we made a home together in Thailand, and that was a really interesting period of time because it included COVID. And so I did some consultancy work when I was there, but probably the most interesting thing I did was that the British Consul actually asked me to coordinate the community response for all of the Western Consulates for the, the Western communities in Chiang Mai--lots of older people, lots of retired people, lots of people who it was hard to reach out to, who they were genuinely really worried about health wise. So that was a thing that kept me really busy and active in my kind of final months in Thailand. And then my husband and I decided to move back to the UK at the request of my parents, to to live near them. And I got my most recent permanent role, which was back again in Customer Experience as Global Customer Experience Lead for Many Pets, which was another insurance company, but this time pet insurance and a start up/ scale up. And then I left there almost a year ago now, and I've been self employed doing CX consultancy and short contracts since then. Mark: Wow. Customer experience is just fascinating having worked in marketing pretty much my entire career, certainly the last 30 plus years, it's embedded in everything we do in marketing and we didn't even realize it. So, it's great to hear your perspective. Gem: Yeah. Thanks. Mark: So, what is one of your most important career accomplishments? Gem: The things I feel strongest about are the things that often don't have the greatest data points attached. And that's all the leadership stuff. So it's building teams, not just that are high performing, but that genuinely care about each other and act like a team and support each other and deliver phenomenal outcomes. So I feel like I'd be remiss if I didn't say anything I talk about in career outcomes is always because of a phenomenal team that has worked with me or around me. But I guess the things that have the tangibility to them --a really good example, it's a, it's a little bit of an older example now, but it was a, a huge success at the time-- which was when I worked at Aviva in the head of customer experience role. Me and my team implemented Net Promoter Score, which most people will know about now, but back then was quite an early use of that metric, to understand how our customers were feeling about their experiences with us. And Net Promoter Score, for anybody who doesn't know, has a range of minus 100 to plus 100 as a score. Financial services typically would hover, at that time, around the zero. The benchmark overall is a bit higher these days, but around that time. So we implemented it across the board and we discovered that in some of our contact centers, the ones that were doing the sales and the servicing, the initial scores were holding steady at minus 37 from launch and a few months in they were still there. And so we dug into that information and tried to work out what was going on. And ultimately it was all to do with the types of calls being handled, where they were handled, by whom they were handled and with what kind of experience those people had. And what we recognized was that actually we needed to move work around and we needed to train people differently and we needed to move some of the work that was being handled offshore back onshore. Some of the work that was being handled in the UK actually would be better handled by our Indian colleagues. And so by understanding what skill sets people had, what they preferred to do, and the types of training that they took to best, we were able to move work around so that actually everybody was playing to their strengths, and that really came across in the customer experience. And we did all of that in less than a year, and the Net Promoter Score went to plus 12 from minus 37 in a period of just over, uh, six months. Which is a huge change and if anybody's ever tried to shift a Net Promoter Score before, you will know that typically you can move it a couple of points by tweaking around the edges. To move it so strongly, you need to do something quite radical. But we did that by listening to what our customers were telling us about the experience that we were giving them. And, not that they knew what the answer was, but we worked out what we thought an answer could be. And of course the teams went on to do more after that and continued to improve it. But I think for me that's always been a really powerful example of how when you listen to your customers --and by the way, your employees, because everything they were telling us was very similar to what the customers were telling us-- that's how you can really shift the experience that both your customers and your employees are having. Mark: So what do you think you can offer your next employer or client? Gem: Interesting. I think it's sometimes a challenge when you have quite a broad brush background because you don't always know what it is because often it's things that people perceive in you rather than you know about yourself. And what I mean by that is I don't know that it's always the technical stuff. So what I've learned about myself in this last year or so of being self employed is that actually the things that I offer that are my strengths are Looking at really complex problems and being able to see through them quite quickly and then taking customer data, employee data and other kinds of data and problem solving. That doesn't sound like a pure customer experience type of behavior, and it's not. It comes from understanding my HR background, my operational background, my program management background. But pulling all that together to understand what is in the best interest of an organization commercially and for their customers and for their employees. That, for me, I think I've worked out is my sweet spot, being able to look at all three of those areas together and get them to play nicely together to do something that's for the good of all. Mark: Gem, I really appreciate you sharing your story. It was fascinating to hear. And I really hope this helps you find great gigs. Gem: Thanks very much for asking me. Mark: I'm Mark Reed Edwards. Join me on the next Confessions of a Marketer.

Do your customers rave about your brand to friends and colleagues? They should! Turning satisfied customers into loyal advocates is essential today. Yet most companies drop the ball when it comes to post-sale customer experience. In this episode, we're exploring why customer success teams must radically shift their approach to spark organic advocacy and word-of-mouth marketing in an online review world. We chewed the fat with CX maestro, Haig Kingston, Head of Customer Success at OpenBlend, on how to obsess over lifetime customer value, foster brand loyalty, and leverage your happiest customers as a secret sales team.

In this episode we spoke with Cam Roegiers de Silva, a customer strategy expert with over 10 years experience in the fashion industry.Cam shared some practical steps that CX and CRM leaders can take to turn advocacy into a powerful growth channel within their business. During our chat, Cam shared some examples of campaigns she ran at eCommerce retailer Stitch Fix to help turn their customers into loyal brand fans.

Golan Raz is the cofounder and COO of Deeto.ai, the next generation customer advocacy platform. I haven't really seen anything like it. Golan is a 4th time founder who witnessed the pain of how difficult companies have made it to leverage customers to promote the company's brand and product. It shouldn't be so difficult. Getting a customer testimonial should be as easy as uploading on Instagram. Today we'll be talking about just how important customer advocacy is when paid marketing channels are becoming increasingly competitive, as well as easy, actionable steps to implement your own program.

How could you leverage AI to earn growth from customer referrals?Andy Cockburn, CEO of Mention Me, took his knowledge and experience of working with Bain and with Fred Reichheld during the infancy phase of NPS's launch to create an AI tool that does just that.The Earned Growth Model, advocated by Reichheld in Winning on Purpose, posits a very specific point of differentiation from other growth models.  It states that the customers who love you the most are where you can mine the most future growth.  But how?Andy unveils how he pioneered a model to translate into customer love into earned growth.In this episode: Importance of Earned Growth and Referral ProgramsLeveraging earned growth as a vital metric for successOptimizing Customer Journeys for AdvocacyInsights gained from referral networks about customer behaviorThe Concept of Extended Customer RevenueUsing AI to assess customer propensity to refer and predict revenueRelying on advocacy for organic growth and stronger business relationships...and so much moreThis episode is packed with gems!Meet Andy!Andy Cockburn is CEO and Co-Founder of Mention Me, the Customer Advocacy platform empowering brands to turn fans into a powerful growth driver. Since co-founding the business  in 2013, he's scaled Mention Me to employ more than 120 advocacy experts who have delivered over USD $2.2bn in revenue for more than 500 clients, including Puma, Charlotte Tilbury, Michael Kors and other major brands worldwide.Prior to Mention Me, Andy was the UK Managing Director of VRBO, the world's largest market-place for vacation rentals (that floated on the NASDAQ for $3bn), and formerly the founder and CEO of Wigadoo, a technology start-up in the social payment space. He has an MBA from INSEAD and MA from Cambridge University.LinkedIn: https://www.linkedin.com/in/andycockburn/Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Welcome to 2024! In our first episode of this year, we delve into the world of executive customer advocacy with Angela Wells, Head of Customer Advocacy and Executive Programs at Splunk, and Sarah Moody, an expert in executive customer programs. With a combined experience of over four decades, Angela and Sarah share their top insights into building and nurturing C-suite connections to foster business growth. In this episode, we explore the benefits of executive customer advocacy in the B2B tech space, discussing why it's essential to create value-driven executive customer experiences. Tune in to learn more about the impact of such high-level relationships on customer loyalty, company budget, brand reputation, and competitive advantage. Key takeaways from this episode include: Five strategies for establishing authentic connections with top-level executives The importance of content in crafting impactful executive experiences Methods for leveraging executive networks to foster long-term relationships Measuring the effectiveness of executive advocacy programs through data and real-world examples Whether you're a seasoned customer marketing professional or new to customer advocacy, this episode is a treasure trove of actionable insights and strategies. Tune in to learn how executive advocacy can help you foster better customer relations and drive meaningful growth in your organization! Connect with Sarah on LinkedIn: https://www.linkedin.com/in/sarahlmoody/ Connect with Angela on LinkedIn: https://www.linkedin.com/in/angela-w-wells/ Get more customer marketing insights and strategies at https://www.saasquatch.com/blog/ Connect with host Will on LinkedIn: https://www.linkedin.com/in/wifraser/ Have a question? Suggestion? Want to be a guest on the show? Email us at marketing@saasquatch.com

Are you exploring product marketing? How should you break into the product marketing roles? In this episode, Saranya Ramamurthy, the Product Marketing Director of inFeedo, explains why she shifted from consultant work to product marketing. Saranya also shared her efforts in structuring her product marketing team and the role of the designer in marketing. Her magic touch in her position made an amazing impact on her leadership team. Let's join Saranya Ramamurthy today and learn how she made a difference as a product marketing director of inFeedo.

In this episode of the Thoughtful Entrepreneur, your host Josh Elledge speaks with the Author and Marketing Technology Trailblazer of Modern Revenue Strategies, Mark Osborne.Mark Osborne is a seasoned expert who has worked with CEOs, founders, and sales leaders in early-stage B2B firms. His focus is on helping these companies build systems for generating revenue. This includes attracting the right prospects, accelerating deals through the sales pipeline, and activating existing clients for renewals, upsells, referrals, and testimonials.One of the key points Mark emphasized during our conversation was the importance of understanding the ideal customer and their buying journey.Mark believes many companies must take the time to truly understand their customers and context, leading to ineffective marketing strategies and wasted ad spending.Mark suggests a differentiated positioning strategy is crucial for creating awareness and generating demand at the top of the funnel. He advises relying on advertising or content with a clear differentiation from competitors. Mark's approach to working with clients starts with a diagnostic to identify strengths and weaknesses in their revenue systems. He can create a 90-day plan to accelerate growth by diagnosing the areas of opportunity. Mark highlighted that his clients often experience a doubling of leads within the first 90 days and offer a 10x ROI guarantee within six months.Mark emphasized the need to focus on the ideal customer profile and craft messaging that resonates with them rather than trying to be a perfect fit for everyone. By attracting the right prospects, businesses can move faster through the sales pipeline and achieve more renewals, upsells, and referrals, ultimately dominating the marketplace.Key Points from the Episode:Importance of understanding the ideal customer and their buying journeyCreating a differentiated positioning strategyChallenges of lead generationNeed for a holistic view of the customer journeyThe changing landscape of B2B marketing accelerated by the pandemicImportance of patience and empathy in understanding the customer's experienceThe trend of buyers wanting to distance themselves from vendorsThe importance of focusing on the ideal customer profile and crafting resonating messagingMark's approach to working with clients, including a diagnostic and 90-day planAbout Mark Osborne:Mark Osborne, recognized as a "Marketing Technology Trailblazer" by AdAge Magazine in 2017, boasts extensive experience crafting Revenue Systems for SaaS, Technology, and B2B Services firms. Mark's expertise lies in integrating Sales, Marketing, and Customer Success strategies, particularly for organizations navigating complex sales cycles and intricate buying committees to secure substantial contracts. A seasoned communicator and team leader, Mark excels in researching markets, competitive positioning, and executing creative Go-To-Market strategies. His proficiency extends to Demand Generation, Lead Generation, and Revenue Growth through Account-Based Marketing, Sales, and Customer Advocacy programs.Mark's accessible insights cater to C-Suite, Marketing, and Sales Leaders adapting to the evolving B2B landscape. Beyond his professional pursuits, he enjoys sport fishing, indulging in Tiki drinks, and catching the latest movies with his wife.About Modern Revenue Strategies:Modern Revenue Strategies offers CEOs and Sales Leaders of early-stage SaaS, Tech, and B2B Services firms a sanity-saving approach to...

Does your organization foster a culture of family? In this special episode of the People Heroes Rising podcast, host William Tincup interviews Paige La Fever, Sr Advocacy and Marketing Manager at isolved. Live at the isolved Connect roadshow in Palm Springs, Paige shares her role in building customer relationships and driving advocacy.La Fever fosters this advocacy by obtaining case studies, testimonials, and running isolved's reference and reputation programs. isolved fosters a culture of family with its customers, viewing them as heroes and the company as their sidekick. Paige also talks about the challenges in getting customer testimonials, particularly in larger companies, and the measures isolved takes to offer value exchanges to its customers. If you feel as if your company can put more work into building a family out of your customers, this is the podcast episode to listen to.Listen & Subscribe on your favorite platformApple | Spotify | Google | AmazonVisit us at RecruitingDaily for all of your recruiting, sourcing, and HR content.Follow on Twitter @RecruitingDaily Attend one of our #HRTX Events

Dustin Jordan, aka Italian Job, calls F3 The Fort (Fort Mill, SC) home. Husband and father of two, he's been active in F3 since June 2013. He's was the first Nant'an of F3 Rock Hill (SC), led F3 Nation's TRUEbadour program, currently leads the communication efforts for F3 Nation, is co-host of the “Stuff Worth Trying Podcast,” and has been a trainer with GrowRuck since February 2021. His passion is empowering men to have the maximum impact in their homes, workplaces, and communities. Dustin is known to challenge his F3 brothers physically, mentally, spiritually, and emotionally. Professionally, he is the Manager of Customer Advocacy at Duke Energy. When not tending to obligations, he enjoys being outside – preferably in the cold – hiking, skiing, camping, and kayaking.

Recruiting Sourcing Secrets with Ed Pedini from SeekOut In this exciting episode of The Elite Recruiter Podcast, your host Benjamin Mena welcomes Ed Pedini, an expert in talent acquisition from SeekOut. Ed shares the inside scoop on their innovative use of machine learning to uncover hidden talent in industries like aerospace, defense, and healthcare. With platforms like LinkedIn, GitHub, and Stack Overflow, SeekOut's engineering and data team has tapped into the power of inferring skills and experience to identify candidates with security clearance. This groundbreaking solution is revolutionizing the recruitment process and ensuring that no stone is left unturned in the search for the best talent. Ed Pedini's journey into the world of recruiting is an accidental one. Coming from a technical sales background, he initially joined the industry for interview practice. Little did he know that his expertise in building teams and working with startups was a perfect fit for the recruiting world. Ed emphasizes the importance of talent pools, especially in challenging markets like the healthcare industry, where finding physicians and nurses has become increasingly difficult due to burnout and COVID-related departures. Ed sheds light on the unique challenges of recruiting in different industries and the need for empathy and understanding to effectively navigate the hiring process. The current job market presents challenges for both job seekers and recruiters. The influx of applications puts recruiters in a tough spot, making it difficult to review and select the best candidates. On the other hand, job seekers struggle to stand out in the sea of competition. SeekOut's insights offer hope for improving the situation, with their advanced techniques and expertise providing a deeper understanding of talent pools and industry nuances. From the a and d space to healthcare, SeekOut's solutions are driving meaningful change. Join Benjamin Mena and Ed Pedini as they delve into the world of sourcing secrets in this eye-opening episode. Discover how SeekOut's unique approach is revitalizing the recruiting landscape with its machine learning capabilities and expertise in uncovering talent across industries. Don't miss out on the valuable tips, advice, and insights that will help you navigate the job market and supercharge your recruitment efforts. Tune in to The Elite Recruiter Podcast and be inspired by Ed Pedini's expertise in sourcing top talent. Plus, don't forget to mark your calendars for the launch of the Elite Recruiter Community on November 1st, and get ready to connect with like-minded professionals! Signup for future emails from The Elite Recruiter Podcast: https://eliterecruiterpodcast.beehiiv.com/subscribe Ed Pedini, Head of Customer Advocacy at SeekOut LinkedIn: https://www.linkedin.com/in/epedini/ SeeKout: https://www.seekout.com/  YouTube: https://youtu.be/nutAcn7ZgiE With your Host Benjamin Mena with Select Source Solutions: http://www.selectsourcesolutions.com/ Benjamin Mena LinkedIn: https://www.linkedin.com/in/benjaminmena/ Benjamin Mena Instagram: https://www.instagram.com/benlmena/ Benjamin Mena TikTok: https://www.tiktok.com/@benjaminlmena

Kelly Davis-Felner, CMO at PayIt, talks about their mission to streamline government transactions. They offer a user-friendly platform for government services, improving efficiency for residents and agencies. Kelly discusses their target audience, website's importance, and how they build trust with clients through customer advocacy and case studies. Growth Marketers face three major challenges: boosting qualified leads, enhancing campaign ROI, and lowering customer acquisition costs—precisely why they're in the growth game in the first place. Discover the solution with Pathmonk Accelerate: +50% Sales Increase Automatically Increase Website & Blog Lead Generation AI-Powered Personalized Experiences based on real-time intent Cookieless Technology All Integrations Supported No Website Changes Required Ready to elevate your website conversion? Experience it firsthand with our interactive demo ➡️ https://demo.pathmonk.com/ #growthmarketing #personalization #CRO #marketingpodcast

In this episode we spoke with Dr Aaron Ahuvia, the world's leading scientific expert on brand love and author of The Things We Love. Aaron discussed the key psychological traits behind customers falling in love with your brand and how you can use this to build more loyal fans. During our chat, Aaron also revealed some groundbreaking neuroscience research that will get you thinking very differently about how and why customers build a relationship with your brand. 

In this episode we spoke with  Suriya Liensavanh, who's most recent role was Global Head of CRM at GANNI, Suriya discussed his experience of harnessing advocacy to drive his customer marketing strategy and deliver incremental growth across his base. During our chat, Suriya also shared some examples of dedicated campaigns and events his team ran which helped turn his customers into loyal fans.

In this episode, the Blake urges entrepreneurs and business owners to pause and rethink their growth strategies. The title itself hints at a crucial message: before going all-out on sales and customer acquisition, there's something more fundamental that demands attention.As you dive into the episode, Blake unpacks the key factor that often gets overlooked – the internal foundation of your business. From streamlined processes to exceptional customer experiences, the episode emphasizes the significance of strengthening the core before expanding outward.Listeners will gain valuable insights into the impact of nurturing existing clients and establishing a solid customer base that becomes a powerful marketing force through word-of-mouth referrals. Blake shares real-life stories and examples to illustrate how focusing on "THIS" can revolutionize your business.Discover how putting the customer first, delivering on promises, and going above and beyond create a positive feedback loop that propels growth and fosters long-term success. You'll learn why customer delight and exceptional service are the driving forces behind a flourishing business in today's competitive landscape.So, if you're ready to take your business to new heights, don't miss this episode. Tune in to uncover the secret behind building a strong foundation, making your customers your best advocates, and reaping the rewards of a customer-centric approach. Before you hammer sales, focus on "THIS" and watch your business thrive like never before.LINKS:Join Blake's Limitless Mindset coaching community today: https://www.blakeclark.com/Follow Blake on Instagram: https://www.instagram.com/blake_sells_az/Follow Blake on Facebook: https://www.facebook.com/blakesellsazWhat is your home worth? https://blake.eastvalleyazhomesforsale.com/sell/sellerGet a cash offer on your house: https://www.tradeyourhouseforcash.com/our-company/Limitless Real Estate: https://soldbylimitless.com

In this episode of the Jaded Mechanic podcast, host Jeff is joined by his friend Tanner Brandt to discuss the challenges of being a mobile diagnostic and programming technician in the automotive repair industry. They talk about the difficulties of diagnosing input problems and the lack of continued certification for doctors and nurses, as well as the lack of stringent requirements for training instructors in ATMC-accredited schools. They also share their perspectives on the industry and invite listeners to join the conversation.In this episode, the Jeff Compton and Tanner Brandt delve into the crucial topic of prioritizing mental health in the automotive industry. They shed light on the high levels of stress and burnout that are prevalent in the industry, particularly among those in diagnostic roles. The guests argue that it is imperative to teach young people how to manage stress and prevent burnout, especially with the increasing demands of technology and automation in the industry. They suggest that changes need to be made to the way shops are run, vacation time is taken, and the overall atmosphere in the workplace to support mental health. They also emphasize the need to pay attention to the mental health of experienced mechanics who may have been working in the industry for many years and may be experiencing burnout as a result. Overall, the guests stress the importance of creating a supportive and sustainable work environment in the automotive industry that prioritizes mental health and well-being.Jeff and Tanner discuss how small changes in the workplace can help alleviate stress and improve productivity. For instance, one technician was stressed out by waiters coming in the morning, which affected his work. Another technician noticed this and decided to come in 20 minutes later to help alleviate the stress. This small change helped the technician and improved productivity. The speakers also highlight the importance of taking breaks and finding stress relief activities. They talk about how fishing helped one of them improve their mental health. The speakers also discuss how teaching young people in the industry how to manage stress and find stress relief activities is important, especially with new technology coming that could increase burnout. The speakers also discuss how workload and stress can lead to high turnover rates in shops and how small changes, such as adjusting schedules or spreading out tasks, can help alleviate stress and improve productivity. Overall, the episode emphasizes the importance of recognizing and addressing stress in the workplace and making small changes to improve productivity and well-being.The episode also touches on the mental toll that certain types of work, specifically complex automobile repairs, can have on individuals. Tanner mentions that working six days a week, 10 hours a day may work for a short amount of time, but after 20 years, the person's mental health will likely be terrible. The speaker also talks about how certain cars can keep you up at night and drive you crazy, and how this type of work takes a different toll on a person than just stressing about making hours. The guest suggests that the industry needs to start teaching young people how to unplug and manage stress, or else burnout will become even worse. The mental toll of this type of work is also discussed in the context of differences in working conditions between different regions, such as the difficulty of repairing cars in areas with harsh weather conditions. Overall, the episode highlights the importance of taking the mental toll of certain types of work into account and making changes to address and prevent mental exhaustion.[00:01:36] Diagnostic challenges in automotive repair. [00:04:46] Mobile auto repair business. [00:07:43] Tough work in the north. [00:11:13] Undercoating and mental health. [00:17:08] Dealership culture and experience. [00:18:17] Poor mentorship and toxic culture. [00:21:38] Flat rate technician competition. [00:25:22] Dealership work and low hours. [00:29:08] Management groups in auto shops. [00:33:05] Dealership vs. Independent Shops. [00:35:34] Car troubleshooting struggles. [00:39:28] Late Waiters and Texts. [00:42:12] Surviving politics in the auto industry. [00:45:35] Work-life balance in auto repair. [00:49:19] Coping with job-related stress. [00:53:38] Red Seal certification. [00:57:01] Red Seal certification for technicians. [01:01:32] Automotive recertification and obstacles. [01:04:40] Learning from Mediocre Classes. [01:09:05] Aging out of the industry. [01:12:42] Lack of Code Book in Industry. [01:16:34] Automotive training and education. [01:19:48] Youth apprenticeship programs. [01:24:11] Standardization in the industry. [01:27:26] Specialization in Automotive Repair. [01:30:38] Automotive Specialization. [01:34:08] Nightmare Used Cars. [01:37:33] Diagnostics and customer advocacy. [01:43:09] Shops nearing retirement and acquisition. [01:44:35] Shop matchmaking. [01:49:03] Driving through the mountains.

On the podcast this week, Clint re-visits some of the best moments from the conversations he's had so far this year.Cathy Orquiola, West Region VP of PCL ConstructionDoug Bawel, CEO of Jasper Engines & TransmissionsDr. Brett Walkenhorst, CTO of Bastille NetworksDr. Franklin Chang-Diaz, Chairman & CEO of Ad Astra Rocket CompanyDr. Olga Kubassova, Founder & CEO of Image Analysis GroupEd Mas, President of VOXX AutomotiveJames Sanduski, President of Sharp Electronics Corporation USAJohn Zahurancik, President of the Americas of FluenceKristen Sanderson, VP of Customer Advocacy & Chief Diversity Officer, GE Digital.Thank you to all my guests for joining me this year and sharing your thoughts, ideas, and expertise.

In this episode, you'll hear from Jessica Lore, Director of Events and Customer Advocacy at Visier. Jessica gives us a peek behind the curtain of how she does all she does to stay sane as an event leader and the key ingredients in her secrets to event success. Follow Jessica on LinkedIn: https://www.linkedin.com/in/jessicalore/Follow Camille on LinkedIn: https://www.linkedin.com/in/camille-white-stern-7987b893/

Tiffany Keel is Head of Customer Advocacy at ClickUp. Prior to ClickUp, she ran customer marketing at companies like ON24 and Nextiva. When she started at ClickUp, they'd grown tremendously through product led growth, but were still early when it came to the types of programs you typically think of in B2B marketing. She shares...

Kevin Lau is the Senior Director of Customer Advocacy and Experiential Marketing at F5. He previously came on the show to share his tips for running awards programs based on his experience at Adobe. In light of the current economic situation, we talked about his tips for customer marketers who are on the job market...

To people in the trenches every day, the impact a positive customer experience has on the bottom line is clear. But proving that business case to executives and other teams is a common challenge for CX teams.    Diane O'Hara, SVP of Customer Advocacy and Insights at CVS Health, represents the consumer at the table of a Fortune 4 company by collecting customer data, analyzing operational data, and working with business units to find the biggest opportunities to deliver a top-tier customer experience. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

It is common knowledge that matter exists in three states—liquid, solid, and gas.  Water can transition between these states depending on the temperature it is exposed to.Often, as professionals, businesses, or even in our personal lives, we refuse to change our state to adapt, survive, and thrive in our environment.  A big reason for us not growing and taking action comes down to our thinking.Let's explore how to master our thoughts to be agile as water to transition to the necessary state of being in order to succeed.Are we in the right state of mind in order to position ourselves and/or our business to be in the right state to grow?Beyond The Episode Gems:See what the HubSpot CRM can do for your business at HubSpot.comSee all of the podcasts on the HubSpot Podcast NetworkListen to this Strategy Accelerator Episode with Agency Accelerated Podcast Discover The 5 Growth Secrets To Get More Business via AgorapulseDiscover how Agorapulse is helping businesses measure the impact of social media and prove ROISee My Free Course -- Earning The Trust Of Your Audience  To Build Brand Authority On Social Media PulseLearn more and join the Social Media Pulse Community for freeGet Two Free Months of Agorapulse on me: Social.Agorapulse.com/FindTroyJoin my All Things Strategy Community on Twitter for upcoming exclusive content!#####Support The Podcast & Connect With Troy:• Rate & Review iDigress: iDigress.fm/Reviews• Get Strategy Solutions & Services: FindTroy.com•  Buy Troy's Book, Strategize Up: FindTroy.com/Strategize-Up•  Follow Troy on Twitter: Twitter.com/FindTroy•  Follow Troy on LinkedIn: LinkedIn.com/in/FindTroy