Podcasts about customer journey

Text us your thoughts on the episode or the show!In this episode of OpsCast, hosted by Michael Hartmann and powered by MarketingOps.com, we're joined by Pradeep Manivannan, Martech Consultant at Academy Sports & Outdoors. Pradeep brings extensive experience from roles at eBay, Salesforce, and Nordstrom, offering a unique perspective on connecting data, building journey-based experiences, and aligning marketing operations across channels.Pradeep explains how to map customer journeys effectively, leverage segmentation, and implement omnichannel strategies that work in both B2C and B2B environments. He shares lessons learned from consumer-focused marketing and how B2B teams can apply them to drive better engagement and measurable results.In this episode, you'll learnHow to design seamless customer journeys from scratchThe role of data integration across channels in marketing successSegmentation strategies that improve targeting and personalizationWhat B2B teams can learn from consumer-focused marketing approachesThis episode is perfect for marketing, RevOps, and growth professionals looking to improve customer experience and operational efficiency. Tune in to hear Pradeep's actionable insights on building journey-based marketing strategies.Episode Brought to You By MO Pros The #1 Community for Marketing Operations Professionals Visit UTM.io and tell them the Ops Cast team sent you. Join us at MOps-Apalooza: https://mopsapalooza.com/Save 10% with code opscast10Support the show

If you're on the fence about franchising—or expanding your portfolio—this one's for you. We break down who actually wins in franchising, the real traits of top owners, why “required service” beats “sexy concept,” and how to play the long game with guardrails, data, and community. Michael Wagner, president of Roof Scientist at Homefront Brands, joins me to unpack (kidding

In this episode, I dive deep into what it really takes to build a systematic marketing strategy for your veterinary practice—one that goes way beyond just running ads or posting on social media. If you've ever felt overwhelmed by all the marketing options out there, or wondered whether your efforts are actually bringing in new clients, you're not alone. I break down why marketing isn't just a collection of random tactics, but a strategic process that should consistently attract, nurture, and convert new clients for your practice. I walk you through the three core functions every veterinary marketing system needs: attracting attention, building trust and credibility, and prompting action. We'll talk about how to get your practice noticed—whether that's through SEO, PPC, social media, or community events—but more importantly, how to move beyond just being seen. I share actionable tips for building genuine trust with pet owners, from leveraging reviews and testimonials to creating educational content and nurturing relationships through email and text sequences. We also take a closer look at the most effective marketing channels for veterinary practices, including how to optimize your Google Business Profile for local SEO, when to use paid ads for quick wins, and how to make the most of organic social media to build community and loyalty. Plus, I'll give you practical advice on crafting offers, setting up follow-up systems, and tracking the metrics that actually matter so you can measure your ROI and keep improving your results. By the end of this episode, you'll have a clear, actionable framework for aligning your marketing tactics with the client journey—so you can stop guessing, start seeing real results, and turn your marketing from a source of stress into a powerful engine for growth. Whether you're just getting started or looking to take your practice's marketing to the next level, this episode is packed with insights and strategies you can put to work right away.

If you're on the fence about franchising—or expanding your portfolio—this one's for you. We break down who actually wins in franchising, the real traits of top owners, why “required service” beats “sexy concept,” and how to play the long game with guardrails, data, and community. Michael Wagner, president of Roof Scientist at Homefront Brands, joins me to unpack (kidding

In dieser Folge des Onlineshop Geflüster Podcasts geht es um ein Thema, das viele Unternehmer bremst – Perfektionismus. Ich erzähle dir, warum genau dieser Anspruch dich beim Skalieren deines Onlineshops massiv ausbremst und was du stattdessen tun solltest, um wirklich voranzukommen. Du erfährst, warum Geschwindigkeit im E-Commerce entscheidend ist und wie du mehr Tests, Learnings und Fortschritt mit weniger Aufwand erreichst. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Wenn du sofort tiefer einsteigen willst: Hol dir mit unserem Onlinekurs die kugelsichere Komplettanleitung für profitable Meta Ads im eCommerce.

This episode of The Copywriter Club Podcast is another guest-less show. It's just Rob sharing a few thoughts about the importance of creating customer journeys for the products you write for so you're actually addressing your customer's needs and not just your clients. Click the play button below, or scroll down for a full transcript.   Stuff to check out: The Copywriter Club Facebook Group The Copywriter Underground Research Mastery   What we talked about: Transcript is underway...

Today, we're joined by Mats Persson, CEO of Umbraco, provider of the world's leading open-source CMS platform. We talk about:The impacts of AI in developing and managing contentWhy content management systems will always surviveThe pluses and minuses of open source and AI helping write codeRisks of being too enthusiastic about your own opportunity & productThe challenges of GEO (Generative Engine Optimization), considering there's not one standard system

Most business owners focus on the big picture—marketing campaigns, sales strategies, customer acquisition… but the real secret to building trust, loyalty, and repeat business lies in the tiny details called micro-moments. In this episode of SoTellUs Time, Trevor and Troy Howard break down the silent power of these small, often-overlooked interactions that shape how customers feel about your business. From how the phone is answered to a quick email follow-up, these micro-moments can mean the difference between a lifelong customer and a lost opportunity. ✅ What you'll learn in this episode: What “micro-moments” are and why they matter more than you think. Real-world examples: the barista who remembers your name, an auto-reply that sets expectations, a handwritten thank-you note. How micro-moments silently influence customer psychology—people remember how you made them feel more than what you sold them. Famous case studies: Amazon's “one-click” experience and Apple's unforgettable unboxing. Practical strategies for business owners to leverage micro-moments: mapping the customer journey, training employees, using technology wisely, and building consistency. The 1% improvement challenge—how small actions compound into massive results.

In Folge 166 sprechen Daniel Höhnke und Tim Schestag über ein Thema, das die Tech-Welt elektrisiert: Arbeitet Apple mit Google an einer eigenen AI-basierten Suchmaschine? Neue Leaks deuten darauf hin, dass Google kurz davor steht, die nächste Generation von Siri und Apples AI Search Tool zu betreiben, während Wettbewerber wie Perplexity nicht mehr als Übernahmekandidat für Apple gehandelt werden. Welche Auswirkungen hätte das auf das Such- und Werbeökosystem, und wie verändert sich damit die Rolle von Apple in der Customer Journey? Dazu werfen Daniel und Tim auch einen Blick auf das Urteil Kartellverfahren gegen Google und was deren Ausgang für Marketing- und SEO-Strategien bedeuten könnte.

Welcome back to the Empower Her Business Accelerator podcast! I'm your host, Philippa Channer, and I'm so glad you're tuning in today because we are diving into a crucial topic for every entrepreneur—revenue diversification. Whether you're just starting or scaling up, building multiple income streams is essential for protecting your business from market shifts, burnout, and seasonal slowdowns. In this episode, you'll discover how to strategically diversify your revenue without overwhelming your capacity. We'll explore the “why” behind revenue diversification, practical methods for adding new income sources, and how to map them to your customer's journey. You'll walk away with a clear game plan to build sustainable income pathways that align with your strengths, support your brand, and allow you to grow with clarity and confidence. ⏱️ Episode Timestamps & Highlights (00:00) Welcome & Episode Introduction (01:30) Why Diversifying Matters (02:15) Start with What's Already Working (03:30) Add Complimentary Revenue Streams (06:15) Match Streams to the Customer Journey (09:00) Build in Passive & Recurring Models (11:45) Test Small, Scale Smart (13:00) Tools to Support Diversification

In der Welt des B2B geht es längst nicht mehr nur um Zahlen und Fakten, sondern um die feine Kunst, Marketing und Vertrieb zu einem dynamischen Duo zu vereinen. Die Trennung der beiden Bereiche war gestern – heute arbeiten sie als Team auf Augenhöhe zusammen. Doch wie kommt es, dass diese Zusammenarbeit oft so zäh wie alter Kaugummi ist? Und vor allem: Welche Wege gibt es, um in der Praxis ein effektives Marketing im B2B-Bereich zu etablieren? Lassen Sie uns gemeinsam einen Blick hinter die Kulissen werfen. Nicht nur zuhören, sondern mitreden? https://stephanheinrich.com/skool  Warum ist die Zusammenarbeit zwischen Marketing und Vertrieb oft von Missverständnissen geprägt? Die Wichtigkeit einer gemeinsamen Strategie für erfolgreiches B2B-Marketing. Konkrete Ansätze, wie Vertriebsteams durch gezielte Marketingunterstützung profitieren können. Warum datengetriebenes Arbeiten im Marketing dem Vertrieb genau die Impulse gibt, die er braucht. Einblicke in persönliche Erfolgserlebnisse aus der Praxis, die zeigen, dass Marketing und Vertrieb gemeinsam unschlagbar sind. Wie regelmäßige Kommunikation zwischen beiden Abteilungen als Schmiermittel der Zusammenarbeit wirkt. Tipps zur Implementierung einer einheitlichen Customer Journey vom Marketing bis hin zum Vertrieb. Es ist an der Zeit, die alten Strukturen zu überdenken und Marketing mit Wirkung zu betreiben. Mehr zu diesem spannenden Thema gibt es im Blog-Artikel: https://stephanheinrich.com/digitale-neukundengewinnung/marketing-und-vertrieb/

Melde dich jetzt zum Live-Workshop an: https://www.berend-heins.de/q4-2025?utm_source=organic&utm_medium=podcast In dieser Folge des Onlineshop Geflüster Podcasts verrate ich dir, mit welcher Strategie wir im Q4 2024 über 18 Millionen Euro Umsatz generiert haben – ganz ohne panische Rabattaktionen - und wie du das auch schaffen kannst. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Wenn du sofort tiefer einsteigen willst: Hol dir mit unserem Onlinekurs die kugelsichere Komplettanleitung für profitable Meta Ads im eCommerce.

In this solo episode, Deborah reflects on an unexpected source of inspiration: a day of wine tasting in rural France. Visiting three very different vineyards highlighted the importance of first impressions, customer experience, and long-term loyalty — lessons that translate directly into the dance studio world.She shares how small details can make or break the way families feel about your school, why creating programmes you love isn't enough if they don't meet parents' needs, and how growing too fast without strong leadership can lead to problems. Deborah also explains why your most experienced teachers should work with your youngest students and why principals must remain visible as the face of their business.With a practical challenge to use a “secret shopper” to experience your studio as parents do, this episode will get you thinking about how every stage of your customer journey shapes the future of your school.Thank you for listening. This show is brought to you by Dance Business Lab. Book an evolution call with Deborah⁠⁠ https://calendly.com/dancebusinesslab/30-minuteevolutioncall?month=2024-04 Dance Business Labs founder Deborah Laws is a multi-passionate dancepreneur, dance business expert and number one best selling author of The Ultimate Dance Business Planner. Deborah's sole purpose is to help facilitate the personal journey and growth of dance business owners like you. Through Dance Business Lab membership and coaching programmes Deborah aims to empower you to learn more, implement new exciting strategies, create goals which Deborah will keep you accountable to and teach you leadership skills that will sky rocket your team and families to truly become your dream school. To find out more about Dance Business Lab and work with Deborah head to https://dancebusinesslab.com To find out more about working with Deborah through her exclusive Dance Business Lab membership programs follow the links below. Sparks membership - ⁠⁠⁠⁠⁠https://dancebusinesslab.com/memberships/sparks⁠⁠⁠⁠⁠Ignite membership - ⁠⁠⁠⁠⁠https://dancebusinesslab.com/memberships/ignite⁠⁠⁠⁠⁠Illuminate membership - ⁠⁠⁠⁠⁠https://dancebusinesslab.com/memberships/illuminate⁠⁠⁠⁠⁠If you love the show and you would like to support then why not buy Deborah a coffee simply head to http://buymeacoffee.com/DeborahLThis podcast is produced by ⁠⁠⁠⁠⁠⁠⁠Creative Content Studio

In dieser Episode des Loyalty Talk Podcasts ist Lea Frank, Co-Founder & CEO von anybill zu Gast. Anybill bietet eine Lösung für digitale Kassenbons, welche bei über 400 Händlern im Einsatz ist und Partnerschaften mit rund 90 Software- und MarTech-Unternehmen unterhält. Mit Lea spreche ich über die Rolle von digitalen Kassenbons als innovativen Touchpoint in der Customer Journey – und welchen Einfluss sie auf CRM und Kundenbindung haben. Wir beleuchten: • den Weg von Lea und die Entstehungsgeschichte von anybill • wie digitale Kassenbons funktionieren und warum sie klassischen Papierbons überlegen sind • wie Händler digitale Kassenbons im Rahmen der Customer Journey einsetzen können • welche Mehrwerte für Kunden entstehen • warum Tech-Partnerschaften einer der Erfolgsfaktoren von anybill sind • spannende Use Cases aus der Praxis und Einblicke in die zukünftige Entwicklung von anybill Zum Abschluss teilt Lea ihre persönlichen Lieblingsbeispiele aus internationalen Loyalty-Programmen und gibt Empfehlungen für Unternehmen, die sich mit digitalen Kassenbons auseinandersetzen wollen. Wenn du wissen möchtest, wie aus einem einfachen Beleg ein wertvoller Touchpoint werden kann, solltest du diese Episode nicht verpassen! Weiterführende Links: anybill: https://www.anybill.de Lea Frank auf LinkedIn: https://www.linkedin.com/in/lea-martina-frank Michael Bietenhader auf LinkedIn: https://www.linkedin.com/in/michaelbietenhader Alle Folgen des Loyalty Talk: https://www.loyaltytalk.com Mehr zur MilesAhead AG: https://www.milesahead.ch

Are you working hard in your practice but not seeing the success you deserve? You're not alone.In this game-changing episode, Cass reveals the six essential pillars that separate thriving practices from struggling ones. These aren't just theory - they're the exact strategies she's used to build her own successful practice and help hundreds of practitioners transform their businesses.What You'll Discover:The two critical questions every practitioner must answer before they can achieve real success (most can't answer the second one)Why having a "plan" isn't enough - and the specific roadmap element that changes everythingThe client journey mistake that's costing you bookings (and it's not what you think)How to stop attracting the wrong clients and start magnetizing your ideal onesThe long-term growth strategy that most practitioners completely ignoreWhy success is actually a byproduct - and what you should focus on insteadThe Reality Check:Most practitioners want to be successful but can't define what success actually means to them. Without clarity, you're building a practice without direction. Cass breaks down exactly how to create your success blueprint and the daily actions that make it happen.Perfect For:Natural health practitioners, wellness coaches, nutritionists, and anyone building a health-focused practice who's ready to stop spinning their wheels and start seeing real results.Ready to Build Your Thriving Practice?This episode gives you the framework, but if you're ready for the step-by-step guidance to implement these pillars, visit www.cassduffill.com to explore how we can work together.Watch the Video Version:Prefer to watch? Find this episode on the Wellness Biz Academy YouTube channel for the full visual experience. Connect with Cass:Website: www.cassduffill.comEmail: hello@cassduffill.comLet's Chat - Send an instant message now Free Resource: A Practitioner's Guide To Attracting Amazing Clients Join the FREE GROUP - Wellness Biz Growth HubSubscribe to my YouTube channel: Live Your Passion, Grow Your PracticeVisit my website www.cassduffill.com

Melde dich jetzt zum Live-Workshop an: https://www.berend-heins.de/q4-2025?utm_source=organic&utm_medium=podcast In dieser Folge des Onlineshop Geflüster Podcasts geht's um deinen Q4-Plan – und warum viele Onlineshops das meiste Potenzial genau in dieser Jahreszeit verschenken. Ich erkläre dir, warum du nicht bis Mitte November warten solltest, um deine Black Friday Strategie zu planen, wie du ohne Hektik durch das Q4 kommst und was es braucht, um skalierbar und profitabel durch die umsatzstärkste Zeit des Jahres zu gehen. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Wenn du sofort tiefer einsteigen willst: Hol dir mit unserem Onlinekurs die kugelsichere Komplettanleitung für profitable Meta Ads im eCommerce.

In Folge 165 nehmen Daniel Höhnke und Tim Schestag ein heiß diskutiertes Thema unter die Lupe: Bereitet Google den Rollout des AI Mode in Europa vor? Erste Nutzer in Ländern wie Rumänien, Portugal oder den Niederlanden berichten, dass sie Zugriff auf den neuen Modus haben. Was bedeutet das für Händler und Marken, wenn Google quasi ein „ChatGPT in der Suche“ integriert und sich damit erneut ein noch größeres Stück der Customer Journey sichert? Daniel und Tim ordnen die möglichen Konsequenzen ein und diskutieren, wie tiefgreifend der Impact für den europäischen Markt wäre.

Hier geht's zu Finseo: https://www.finseo.ai/?ref=berend Mit dem Code "BEREND10" bekommst 10% Rabatt. Anmeldung zum Live-Workshop: https://www.berend-heins.de/q4-2025?utm_source=organic&utm_medium=podcast In dieser Folge des Onlineshop Geflüster Podcasts habe ich wieder Maurice von findling und Finseo zu Gast. Wir unterhalten uns über SEO-Optimierung, den Einsatz von Künstlicher Intelligenz im E-Commerce und wie du es schaffst, mit deinem Onlineshop künftig direkt in ChatGPT-Empfehlungen aufzutauchen. Du erfährst, was im Hintergrund bei Produkt- und Shopempfehlungen passiert – und wie du deinen Shop dort platzierst. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Wenn du sofort tiefer einsteigen willst: Hol dir mit unserem Onlinekurs die kugelsichere Komplettanleitung für profitable Meta Ads im eCommerce.

In this episode, I'm diving deep into one of the most powerful — and often misunderstood — tools in digital marketing: the marketing funnel. If you've ever felt like you're pouring time and money into your content, ads, or campaigns but not seeing the results you want, you're not alone. I'll walk you through the different types of marketing funnels, how to set them up for success, and, most importantly, how to turn complete strangers into loyal clients for your veterinary practice. I'll start by breaking down what a marketing funnel really is and why it matters so much for your business. We'll talk about the journey your clients take, from first discovering your practice to finally booking an appointment or purchasing a service. I'll share why it's absolutely crucial to define your goals before you create any content or launch a funnel — whether you're aiming for awareness, lead generation, or direct sales, your approach needs to match your objective. I'll also explain the three core types of funnels: transactional funnels for quick sales, lead generation funnels for building a pipeline of prospects, and relational funnels for nurturing long-term engagement. Throughout the episode, I'll give you actionable tips and real-world examples for each funnel type. You'll learn how to create specialized landing pages, craft compelling offers, and set up automated follow-up systems that keep your leads warm and engaged. I'll also cover the essential tools you need — like CRMs and email automation — and how to measure what's working (and what's not) so you can keep optimizing your results. Plus, I'll walk you through a step-by-step process to map out and launch your own funnel, troubleshoot common issues, and iterate for continuous improvement. By the end of this episode, you'll have a clear roadmap for choosing the right funnel for your business goals, setting up each step with intention, and building a marketing system that actually delivers results. Whether you're looking to drive immediate sales, build a steady stream of leads, or foster long-term relationships with your clients, mastering marketing funnels will transform your approach from guesswork to a reliable, data-driven strategy for growth. So grab a notebook, and let's get started on building your next high-converting funnel! ‍

In dieser Episode des SEOpresso Podcasts diskutieren Björn Darko und Olaf Kopp die Bedeutung von EAT (Expertise, Authoritativeness, Trustworthiness) im Kontext von SEO und KI. Sie beleuchten die Schwammigkeit des Begriffs EAT, die Rolle von Markenbildung und die Herausforderungen, die SEOs bei der Optimierung von EAT in der Praxis begegnen. Zudem wird die Bedeutung von First-Hand Experience und die Notwendigkeit einer ganzheitlichen Markenstrategie hervorgehoben. Die Diskussion schließt mit praktischen Ansätzen zur Optimierung von EAT und der Rolle von LLMs in der Suchmaschinenoptimierung.TakeawaysEAT ist ein Sammelbegriff für verschiedene Systeme.Die SEO-Branche hat oft Schwierigkeiten, EAT konkret zu definieren.Markenbildung ist entscheidend, aber oft schwammig.EAT spielt eine indirekte Rolle in der Sichtbarkeit von LLMs.Die Qualität der Inhalte ist entscheidend für EAT.First-Hand Experience ist wichtig für die Glaubwürdigkeit.Die Marke ist wichtiger als der individuelle Autor.EAT muss in einem breiteren Kontext betrachtet werden.Die digitale Sichtbarkeit kann durch gezielte Maßnahmen erhöht werden.Die Zusammenarbeit zwischen SEO und Branding ist entscheidend. Chapters00:00 Einführung in EAT und KI03:05 Die Rolle von EAT in der SEO-Branche11:41 EAT: Definition und Bedeutung18:28 EAT im Google-System und seine Relevanz21:11 Die Rolle von SEO in der LLM25:59 EAT und seine Bedeutung für SEO32:12 Herausforderungen im Digital Authority Management37:45 Die Zukunft von SEO und Markenpositionierung38:51 Die Bedeutung der Budgetverteilung39:04 Erfahrung und Markenwahrnehmung40:39 Customer Journey und Nutzererfahrung41:46 EAT und die Rolle der First-Hand Experience43:38 Die Wichtigkeit von Experten und Influencern45:52 Die Rolle von Organisationen und Autoren48:57 EAT im Kontext von LLMs und Brand AuthorityDiese Folge wird unterstützt von Danova (Gutschein: SEOPRESSO)

Digital marketing expert James Hipkin exposes why most entrepreneurs are sabotaging their own websites with "inside-out marketing" that repels ideal customers. After 40 years working with brands like Apple and Toyota, Hipkin reveals the fundamental shift from conversion-focused to confirmation-focused website optimization that transforms visitor behavior within six seconds. Host Scherrie L. Prince challenges conventional wisdom as Hipkin dismantles the sacred cow of call-to-action buttons, advocating instead for "people like you pathways" that respect the customer journey while building customer-centric marketing strategies. This conversation cuts through the checkbox marketing mentality to focus on the 20% of customers driving 80% of revenue through strategic customer avatar development. Hipkin shares his controversial stance on when entrepreneurs shouldn't build websites, emphasizing list-building over premature web development. The discussion covers marketing funnel optimization using Reddit for authentic customer language research, the three-legged stool approach to marketing message clarity, and why outside-in marketing outperforms traditional approaches with younger demographics. Perfect for entrepreneurs ready to stop "boiling the ocean" with scattered tactics and start implementing problem-focused marketing that speaks directly to heavy users who become evangelical customers. Hipkin's methodology transforms websites from digital brochures into confirmation engines that build authority through business storytelling while maintaining strategic focus. Key insights include the hierarchy of messaging framework, measurement strategies for solopreneurs, and balancing personal brand authority with customer-focused content. This episode offers actionable insights for marketing professionals seeking sustainable customer acquisition strategies.

Are most brands still designing customer journeys, or are they just trying to keep up with where their customers are leading them? Agility requires a willingness to meet your customers where they are—not just where you wish they'd convert. In an era where the consumer journey can begin and end on a social platform or anywhere in between, brands must be fluid enough to engage meaningfully across channels while still connecting the dots behind the scenes. Today we're going to talk about the changing consumer journey and why a connected ecosystem that includes social commerce, audience targeting, and measurement is now table stakes.To help me discuss this topic, I'd like to welcome Janna Navarro, VP, Brand & Media Strategy at Wpromote. About Janna Navarro Janna has two decades of experience spearheading brand evolution across sectors such as automotive and quick-service restaurants. As VP of Brand, Media & Consumer Strategy, she leads with an integrated approach to digital-first marketing. Before Wpromote, Janna led teams at CPB, collaborating with brands like Domino's Pizza to leverage data-driven decision-making and new media. Her experience also includes working with GM on its Cadillac EV line. Janna Navarro on LinkedIn: https://www.linkedin.com/in/jannatopolewski/ Resources Wpromote: https://www.wpromote.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Sometimes the key to moving forward is going back… To the principles, the patterns, and the frameworks that actually work. In this powerful re-run episode of our Back-to-School series, George revisits one of the most transformative tools he's ever created: the APPLE Framework—a customer journey and communication model that's proven to create results across every stage of business.Whether you're a seasoned entrepreneur or just getting started, this episode will show you how to improve your customer experience, increase trust, and deepen connection using five simple steps. It's not about fancy marketing tactics—it's about creating transformational relationships that scale with ease.What You'll Learn in This EpisodeThe real purpose of customer journey (and what it's not).Why most businesses sabotage trust without realizing it.A breakdown of the APPLE Framework for communication.How to use this model in DMs, sales calls, onboarding, and more.Why emotional safety is the secret to customer retention. Key Takeaways✔️Customer journey is a relationship, not a transaction. If you're treating customers like clicks, you're always going to be chasing the next one.✔️The APPLE Framework (Acknowledge, Prepare, Project, Let Them Know, Excite) can be applied to every communication channel—DMs, emails, Zoom calls, onboarding, and beyond.✔️Pre-handling objections = building trust. Let your audience know what to expect so they don't get stuck and blame you.✔️Marketing, sales, and delivery are all customer journey zones. Use the APPLE method in each to build emotional safety and loyalty.✔️Simple frameworks scale better than fancy strategies. Clarity and consistency win every time. Timestamps & Highlights[00:00] – Intro to the Back-to-School Series and episode context[04:00] – Why the biggest bottleneck isn't your funnel—it's communication[06:00] – The updated APPLE Framework explained step-by-step[12:00] – Customer journey is a bridge to transformation—not just a product[15:00] – Example: How George uses APPLE in DMs[17:00] – Example: How to apply APPLE to onboarding new clients[19:00] – APPLE in sales calls: how to structure trust and momentum[21:00] – Why APPLE works in every area of life (including parenting)[24:00] – Final challenge + George APPLEs you directly Your Challenge This WeekReview your last DM, email, or onboarding message. Did you use all five APPLE steps?If not, revise it using the framework and see how your audience responds.Practice makes presence—and presence builds trust.Want help implementing APPLE in your business? DM George on IG: @itsgeorgebryantJoin The Alliance – The Relationship Beats Algorithms™ community for entrepreneurs who scale with trust and connection.Apply for 1:1 Coaching – Ready to build your business with sustainability, impact, and ease? Apply here Live Events – Get in the room where long-term success is built: mindofgeorge.com/eventFollow George on Instagram for behind-the-scenes tips and insights: @itsgeorgebryant

Many companies claim to put customers first. Yet when teams and technology don't work together, customers get bounced between departments, forced to repeat themselves, and often leave without answers. The result: frustration, lost trust, and profitable customers choosing competitors. In this episode of Doing CX Right, Stacy Sherman and Bill Staikos break down customer journey orchestration—what it is, why it matters, and how it helps organizations keep the customers who drive sustainable growth. They pinpoint where breakdowns happen and share practical strategies to prevent them. Together, they stress that orchestrating journeys is more than mapping touchpoints. It means bringing teams, systems, and workflows into sync so every interaction feels consistent, helpful, and meaningful. They explain why looking only at single touchpoints or metrics misses the bigger picture. And they argue that escalations are not isolated complaints but red flags pointing to deeper systemic issues. Listeners will learn concrete strategies to: Give frontline teams the tools and authority to solve problems quickly. Break down internal silos that slow response times. Use systems, data, and processes together to create seamless experiences. Spot patterns in customer complaints that reveal deeper organizational gaps. Discover how focusing on the entire enables your organization to deliver experiences that make an impact and drive measurable results. Learn more at   Book time with Stacy through this    

Send us a textJoin Nathan on this episode of BetaTalk as he sits down with Olly Cutting, Johann Kühns, and Pranjal Arya from HomeTree. The team from HomeTree shares their incredible journey, from a boiler installation company to a multifaceted energy services provider. We learn how Olly and Pranjal's economic backgrounds, combined with Johann's expertise in Climate Change management and finance from Imperial College London, have shaped their innovative, data-driven approach.The Customer Journey FlywheelThe conversation centers on HomeTree's innovative business model, structured around a "customer journey flywheel" with three key divisions:Home Cover: Offering service plans for boilers and heat pump installations, rivaling big players like British Gas.Renewable Installations: Specializing in the installation of solar, battery, and heat pump systems.Renewable Financing: A crucial division that helps customers overcome the significant upfront cost of new energy systems, making the transition more accessible.This flywheel model ensures that customers are supported at every stage of their energy transition.A Different Approach to AcquisitionNathan and his guests discuss HomeTree's unique strategy of acquiring local SME's (Small and Medium-sized Enterprises), like the respected IMS Heat Pumps Ltd led by Emma Bohan. They explore why this approach is so beneficial for both HomeTree and the acquired businesses. HomeTree's data revealed that customers prefer working with local installers, and this acquisition model allows them to scale while maintaining a personal touch.Beyond TechnologyThe discussion also highlights that the move to renewable energy isn't just a technological change; it's a behavioral shift for customers. Nathan shares his thoughts on how the Guild of Master Heat Engineers can collaborate with HomeTree to help both the company and its customers navigate this transition, building on the great conversation they started over dinner.

Send us a textReady to inject some punk spirit into your customer experience? In this episode of the Customer Success Playbook, Adrian Swinscoe joins Roman Trebon to explore the delicate art of reducing friction without losing that vital human touch. From the bustling cultural tapestry of Edinburgh's Fringe Festival to personal tales of rock climbing and postponed trips to Japan, Adrian sets the stage with personality before diving into why not all friction is bad. He reveals why some “effortful” moments between a brand and its customers actually build loyalty, and how removing them in the name of efficiency can backfire spectacularly. If you're looking to refine your customer journey without sterilizing it, this episode serves up the perfect balance of practical wisdom and a punk attitude.In a world obsessed with streamlining every process, this episode is a refreshing reminder that operational efficiency is not always the hero of customer success. Adrian Swinscoe brings a nuanced perspective: friction isn't the bogeyman it's often made out to be. By distinguishing between “good friction” — those meaningful touchpoints that enrich customer relationships — and “bad friction” that truly hinders progress, organizations can avoid the pitfall of a too-easy, yet emotionally barren, experience. His example of a company that saw sign-ups soar but retention dive thanks to over-simplification is a cautionary tale for businesses tempted to sanitize their customer journey too aggressively.The actionable takeaway? Approach your customer journey analysis with deliberate care and use data combined with direct customer feedback to fine-tune that balance. This means digging deep into customer stories and operational metrics to identify where technology should speed things up and where human moments need to be preserved or even amplified. Adrian's advice serves as a critical chapter in your customer success playbook, fueling smarter decisions that respect both business goals and the emotional dynamics that bind customers to your brand.Bonus: His reflections on rock climbing as a meditative, focus-driven hobby provide a clever metaphor for the customer success journey itself—it's about balance, precision, and the right amount of challenge.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.

Welcome to a special re-run edition of The Mind of George Show, and our Back to School Series. Whether you're a longtime listener or just tuning in, this episode is foundational. George revisits one of the most impactful solo episodes to date—the “Triangle of Death”—where he breaks down the 3 biggest mistakes entrepreneurs make in their customer journey. These are the blind spots that sabotage trust, conversion, and long-term business success, and this episode is a must-listen reminder of how to do it right.George lays out a powerful framework for entrepreneurs at any stage—whether you're trying to get to your first 10K month or scaling past seven figures. These three mistakes may seem simple on the surface, but they often go unnoticed and can be the silent killer of momentum and connection.What You'll Learn in This Episode:How to identify and fix the “Triangle of Death” in your customer journeyWhy empathy and timing are critical to successWhat to do instead of overloading your audience with contentHow to rebuild trust and connection through customer-centric communicationActionable steps to increase retention, results, and referrals Key Takeaways:✔️Zone of Doubt: That critical moment after a customer opts in or buys—don't leave them hanging. Fill the emotional gap quickly and intentionally.✔️Inverse Journey: Making it all about you instead of them. Your customer's journey should always be focused on their results, not your accolades.✔️Drown the Journey: Overloading your customer with too much too fast creates overwhelm and resistance. Ease them in with clarity and support. Timestamps:[00:00] – Intro to the Back to School Series + Episode Setup[04:00] – Why the Triangle of Death kills momentum[06:00] – Mistake #1: Zone of Doubt – commitment remorse and how it derails trust[10:00] – Mistake #2: Inverse Journey – making it about your story instead of their transformation[15:00] – Mistake #3: Drown the Journey – how to avoid overwhelming your audience[20:00] – Leadership = communication that lands. Why implementation beats information[23:00] – The ultimate responsibility of every entrepreneur Your Challenge This WeekAudit your onboarding experience. Choose one touchpoint—whether it's an opt-in email, first purchase confirmation, or DM follow-up—and ask:“Does this make the customer feel seen, safe, and supported?”Then make one small improvement to reduce doubt and increase clarity.Resources Mentioned in the Episode:Customer Journey Training Video: DM George on Instagram for accessThe Catalyst by Jonah Berger – for deeper insights into behavior and customer motivationWant to Go Deeper with George?Join The Alliance – The Relationship Beats Algorithms™ community for entrepreneurs who scale with trust and connectionApply for 1:1 Coaching – Ready to build your business with sustainability, impact, and ease? Apply here Attend Live Events – Get in the room where long-term success is built: mindofgeorge.com/event

With host retail coach Wendy Batten   https://wendybatten.com/podcast-intro/   In This Episode: The holidays are coming. Time to revisit this crucial part of your business.  One bad shopping experience can send a loyal customer packing. The good news? You have the power to make every visit unforgettable. Let's talk about your customer's journey. In this episode of the Creative Shop Talk Podcast, I'm sharing actionable strategies to enhance every stage of your customer journey—from first discovery to post-purchase follow-up. I'll walk you through a 5-stage audit that ensures shoppers feel welcomed, valued, and eager to return - every single time. You'll learn how to create a consistent, memorable experience that boosts loyalty, sales, and joy in your business! Let's dive in! What You'll Learn About Your Customer Journey: Why customer experience begins long before shoppers walk through your door How to audit first impressions, storefront appeal, and in-store ambiance The importance of consistent, trained staff interactions Tips for frictionless checkout and meaningful farewells Creative post-sale follow-up ideas to keep customers coming back Your Next Steps: Audit Your Customer Journey – Walk through your store with fresh eyes (or have a secret shopper do it!) and note one improvement you can make at each stage: discovery, entry, in-store, checkout, and post-sale. Join the Retailer's Inner Circle – Get access to in-depth masterclasses on merchandising, marketing, and customer experience so you can keep refining your shop every month. Retail Marketing & Sales Accelerator is now available ON DEMAND! – Learn how to attract, convert, and retain customers with heart-centered, effective marketing strategies—at your own pace. Join my Love List – Get my weekly coffee chat emails with tips, inspiration, and updates on programs designed to help you thrive in retail! Sign up here: wendybatten.com/lovelist and add your name/email to the list! Related podcasts we think you'll like:  Episode 118: How To Create Loyalty and Amazing Customer Experiences with Guest Expert & Author: Shep Hyken Episode 144: How to Create a Customer Journey Map Episodes 163-166: Simple Sales Strategy Series Parts 1-4 Episode 243: Behind the Counter: Creating Customer Joy in Retail with Kim Williams of the Polka Dot Press Episodes 249-251: Stop Hiding and Be Known: The Retailer's Visibility Series About your host, Wendy Batten   In case we haven't met yet, I'm Wendy Batten, retail business coach and founder of the Retailer's Inner Circle. With over 30 years of experience running successful businesses, I now help independent shop owners grow profitably and sustainably—with more confidence and joy. I've had my own business columns in featured magazines, such as What Women Create and other top publications, worked with some of the top industry brands as retail care manager, and I've supported hundreds of retailers through coaching, speaking, my programs, and this podcast. For more support from Wendy   Join Wendy's CEO Planning Session for Retailers Retailer's Inner Circle - Join Wendy inside the best retailer's community Free resources for shop owners   Hang out and connect with Wendy on IG    All of Wendy's current programs and services for shop owners can be found HERE.  Never miss an episode! Subscribe to the Creative Shop Talk Podcast and get the tools, inspiration, and strategies you need to thrive as an independent retailer.Click here to subscribe to iTunes!  Loved the episode? Leave a quick review on iTunes- your reviews help other retailers find my podcast, and they're also fun for me to go in and read. Just click here to review, select “Ratings and Reviews” and “Write a Review” and let me know what your favorite part of the podcast is. So grateful for you! Thank you!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #263, we welcomed Maxime Marchand, Senior Director of Product Management at GoTo based in Montreal, Quebec, Canada. As the leader in cloud communications and IT, GoTo addresses real-world challenges with practical innovations and a customer-first mindset. They offer secure, reliable, and AI-enabled solutions that are simple to adopt for small and midsize businesses and scalable to enterprises worldwide. Customers around the world rely on our products—GoTo Connect, LogMeIn Rescue, LogMeIn Resolve, GoTo Webinar, Grasshopper, and more—for consistent high performance and unbeatable uptime on any device.In this episode, Maxime and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at GoTo think through on a daily basis to build world class customer experiences.**Episode #263 Highlight Reel:**1. Organizational alignment through product management  2. The journey from engineer to CX leader  3. How speed, alignment & focus create growth opportunities 4. One-stop platform for managing customer communications 5. Constant customer listening to drive growth Click here to learn more about Maxime MarchandClick here to learn more about GoToHuge thanks to Max for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  strategic partners (Hubspot, Intercom, & Zendesk) & On-Demand services & invite them to join the CX Nation!Want to see how your customer experience stacks up to others, ask us about the CXC Healthzone, an intelligence platform that shares benchmarks & insights from companies across the world. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode, we dive into why ecommerce brands should focus on experimentation over chasing traffic. Sergiu Cazac, founder of personizely.net, shares how mapping the customer journey, testing smarter, and learning from failed experiments can unlock higher conversions. He explains what makes A/B testing tools easy to use, why timing matters, and how personalization connects with testing to drive real growth.Topics discussed in this episode:  Why chasing more traffic can hurt conversions. How understanding customer journeys improves sales. What funnel mapping reveals about hidden leaks. Why hypothesis-driven testing beats guessing. How failed experiments create valuable learnings. What makes A/B testing tools simple and effective. Why timing tests year-round uncovers better insights. How personalization and experimentation connect. What successful brands learn from losing tests. Why smooth onboarding helps brands scale faster. Links & Resources Website: https://www.personizely.net/Shopify App Store: https://apps.shopify.com/personizelyLinkedIn: https://www.linkedin.com/in/sergiucazac/X/Twitter: https://x.com/sergiukazakGet access to more free resources by visiting the show notes athttps://tinyurl.com/n44teswaSupport the showMORE RESOURCES Get Free Updates: https://newsletter.ecommercecoffeebreak.com/ Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts Partner with us - https://ecommercecoffeebreak.com/podcast-sponsorship/ Follow the podcast to get every bonus episode. Tap follow now and don't miss out!

Want to improve customer retention and boost conversion rates? This episode breaks down the five essential steps of mapping the customer journey—defining stages, identifying touchpoints, using data for personalization, integrating automation tools, and optimizing for consistent results. Learn actionable strategies to guide your audience from first contact to loyal fan, and hear why omnichannel marketing matters for real growth. New episodes every week—follow Digital Marketing Domination to stay ahead and refine your marketing strategy.

In dieser ChefTreff-Folge nimmt uns Andres Martin-Birner, Gründer und CEO von BIKE24, mit auf die bewegte Unternehmerreise eines Onlinehändlers, der scheinbar Unmögliches wagt: Den Aufbau eines profitablen, spezialisierten E-Commerce Players rund ums Thema Fahrrad. Im Gespräch mit Host Sven Rittau blickt Andres zurück auf über 20 Jahre BIKE24-Geschichte: vom Start in einer Studentenwohnung im Jahr 2002 aus einer persönlichen Leidenschaft heraus, über das rasante Wachstum während der Corona-Jahre und die Herausforderungen danach, bis hin zur Internationalisierung, zum IPO und den Lektionen harter Marktzyklen. Wie schafft es ein Unternehmen, das auf Drittmarken und Premium-Enthusiasten setzt, sich im Preiskampf und gegen Marktplatzriesen zu behaupten? Und warum führen Sortimentsbreite, Bestandsmanagement und konsequente Internationalisierung trotz aller E-Commerce-Volatilität zum dauerhaften Wettbewerbsvorteil? Im ehrlichen Rückblick räumt Andres mit Mythen und Hypes auf, spricht offen über Boom- und Krisenzeiten und erklärt, welche Stellschrauben wirklich zählen: Fokus auf Sortiment und Warenverfügbarkeit, schnelle Prozesse und tiefes Kundenverständnis. In dieser Folge mit Andres Martin-Birner und Sven Rittau lernst Du:

Ever feel like your business growth looks messy, unpredictable, or unsustainable?In this high-energy re-run solo episode, George breaks down a timeless metaphor that brings structure and clarity to the chaos: your business is a Christmas tree. From the foundational roots to the shining star at the top, you'll learn how sustainable scaling is all about expansion, reflection, and aligned execution.What You'll Learn in This Episode:How to use the “Christmas Tree” model to audit and grow your businessThe three core elements that make up the trunk of your businessWhy going wider isn't always the answer to scalingWhat to do when you're in a plateau or feeling burnt outHow pruning your business regularly keeps it aligned and sustainableThe value of knowing your “trunk” and anchoring back into itKey Takeaways:✔️The “trunk” of your business must be made up of: who you are, who you help, and how you help them✔️True growth comes from subtraction: cutting what's not working✔️Expansion and reflection should happen in cycles: test, audit, trim, repeat✔️You can only care for one Christmas tree at a time: focus matters✔️Sustainable growth is built on clarity and alignment, not complexity or hustle Timestamps:[00:00] – Back-to-School Series intro: revisiting foundational lessons[04:00] – Why your business is like a Christmas tree[05:00] – Primal Life Organics story + lessons in full-out execution[08:00] – How reflection and iteration build mastery[10:00] – The Christmas Tree model explained[12:00] – The 3 key elements of the “trunk”[14:00] – Why scaling comes from cutting, not adding[16:00] – Reflection as the growth catalyst[18:00] – False narratives about constant growth[20:00] – Don't plant multiple trees — focus and master one[24:00] – Knowing when to cap a tree and start anew[26:00] – Final thoughts and listener challenge Your Challenge This Week:Write down your business “trunk”:Who are you?Who do you serve?How do you help them?Then, audit your current business activities. What's aligned? What needs to be pruned?Join The Alliance – The Relationship Beats Algorithms™ community for entrepreneurs who scale with trust and connection.Apply for 1:1 Coaching – Ready to build your business with sustainability, impact, and ease? Apply here.Live Events – Get in the room where long-term success is built: mindofgeorge.com/eventFollow George on Instagram – DM him your “trunk” or thoughts on this episode: @itsgeorgebryant

This week on the Modern Retail Podcast, senior reporters Gabriela Barkho and Melissa Daniels chat about Ikea's new pilot partnership with Best Buy, and why the first-ever partnership with a a third party retailer could become a meaningful new acquisition channel. And they unpack how tween mall staple Claire's wound up filing for Chapter 11 for the second time in seven years -- and why they may be not be the last legacy retailer to get pushed over the edge by tariff policy. Later in the episode (14:50), Daniels is joined by reporter Julia Waldow to discuss her recent story on how some brands are readying themselves for a potential checkout tool native to ChatGPT. They get into how AI tools like ChatGPT, Google Gemini and more are blowing up the traditional consumer funnel, and how brands are trying to get ahead of the curve.

This August I am recording a special mini series here on the podcast all about the customer journey funnel. This is what I do with my one to one clients, so I am going to give you an insight into that process so you can work on it too.This week we are talking about the discovery part of the funnel - this is the point where potential couples come across your business. Are you standing out from the crowd?Book a discovery call to talk about working 1-1Find out more about the members loungeTime stamps00:05 - Introduction to Customer Journey in Wedding Business00:47 - Introduction to the Customer Journey04:57 - Exploring Marketing Strategies07:42 - Understanding Marketing Channels for Weddings11:18 - Identifying Client Sources and Patterns

Unpack how fast, instinctive thinking and slow, reflective decision-making shape customer experiences. Understand how tailoring marketing to these thinking styles can optimize journeys and increase conversion rates. Keywords: dual process theory marketing, customer journey optimization, system 1 system 2 thinking, behavioral segmentation, consumer decision psychology Behavioral Economics in Marketing Podcast | Understanding how we as humans make decisions is an important part of marketing. Behavioral economics is the study of decision-making and can give keen insight into buyer behavior and help to shape your marketing mix. Marketers can tap into Behavioral Economics to create environments that nudge people towards their products and services, to conduct better market research and analyze their marketing mix. Sandra Thomas-Comenole | Host | Marketing professional with over 15 years of experience leading marketing and sales teams and a rigorously quantitative Master's degree in economics from Rensselaer Polytechnic Institute. 

How do you go from Michigan small business roots and San Francisco startups to the frontlines of reviving a beloved publishing company—and what have you learned along the way? In this insightful episode, host Ed Parcaut sits down with Eric Jorgensen, CEO of Scribe Media, author, operator, and entrepreneur. Eric opens up about his journey from working in venture-backed Silicon Valley startups (including his decade-long run at Zaarly), to publishing his own books, and eventually stepping in to save Scribe Media after its near-collapse. Drawing from his background as both an operator and an author, Eric shares the skills that helped him navigate crisis, what it means to truly listen to customers, and why clear communication between product and audience is the key to building anything lasting. You'll hear: The difference between self-publishing, traditional publishing, and why owning your book matters Insider lessons from the “jobs to be done” framework for understanding what customers really need Real talk on the challenges and rewards of writing a book (including typos, reviews, covering niche topics, and the emotional journey behind every decision) How Eric and his team helped bring Scribe Media back to life—and what the future holds for authors Whether you're an entrepreneur thinking about taking your story to the page, or a curious listener interested in business turnaround stories, this episode is packed with honest advice, personal stories, and practical tips on telling your story and building your authority. Learn more about Scribe Media, writing your own book, and why sometimes the best path forward is helping others share what they know with the world. Connect with Scribe Media: https://scribemedia.com Connect with Ed Parcaut: https://edparcaut.com Ready to become the authority in your industry? Press play and find inspiration for your own journey! #EdParcaut #EricJorgensen #InnerEdisonPodcast #ScribeMedia #BookPublishing #Entrepreneurship #SelfPublishing #WritingJourney #AuthorLife #BusinessBooks #PublishingAdvice #Ghostwriting #BookMarketing #StartupStories #Leadership #PodcastInterview #BookLaunch #AuthorExperience #PublishingIndustry #Storytelling

In this mini teaser episode of Behavioral Economics in Marketing, we revisit one of the most eye-opening episodes from Season 4: Dual Process Theory on Customer Journey Optimization. Learn how understanding the brain's two systems — the fast, intuitive System 1 and the slow, analytical System 2 — can transform the way you design touchpoints, content, and campaigns that align with how your customers actually think and decide. Then, we give you a preview of our new companion episode for Season 10: Personalization and Behavioral Segmentation: Targeting System One vs. System Two Customers. In this advanced exploration, we turn theory into practice — showing how to identify your customers' decision-making modes and tailor your strategy accordingly, using real-world brand examples and behavior-driven insights. This teaser introduces how Season 10 pairs a classic behavioral concept with a fresh application, giving you even more ways to influence decisions and build better customer experiences.

You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation of Customer Experience. This week, we are exploring how this was achieved with Kamron Kunce, VP of Marketing & Customer Experience at RJ Young. https://www.rjyoung.com/ RJ Young has been in business for over 70 years and boasts a world-class NPS score of 90+ — no small feat in today's hypercompetitive market. Kamron shares how they've transformed their Customer Experience, navigated organisational silos, and are thoughtfully introducing AI into their processes — without losing that all-important human touch. If you're wrestling with legacy systems, struggling to turn CX theory into practice, or figuring out how to scale with AI without alienating customers,  this episode is packed with practical tips you can take away today. And, if you're a regular listener, you'll know this one plays right into one of Ryan's and my favourite themes: breaking down those silos! Best Quote From the Episode “Customer Experience is everyone's responsibility. It's not just about Customer Service — it's about aligning the whole organisation around delivering value at every touchpoint.” — Kamron Kunce, RJ Young Key Takeaways ✅ CX must be a core business strategy, not a bolt-on function of Customer Service. RJ Young's “Make It Right Guarantee” puts this principle front and centre. ✅ Map your Customer Journey — and revisit it regularly. Quarterly and annual reviews keep RJ Young's CX aligned to ever-evolving customer expectations. ✅ Break down silos with transparency. Weekly cross-functional updates and quarterly company-wide video broadcasts ensure alignment across 700 employees and 9 states. ✅ Cross-functional collaboration is critical. Everyone, including Finance and HR, plays a role in the Customer Experience. ✅ Thoughtful use of AI is the future. RJ Young is leveraging AI to improve backend data insights and operational efficiency, without removing the human element that drives loyalty. ✅ CX + Culture go hand in hand. Embedding CX into your company culture is essential for sustainable success. Resources Mentioned RJ Young: https://www.rjyoung.com/  Kamron Kunce: https://www.linkedin.com/in/kamronkunce/ About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025    Follow Ryan on LinkedIn.   Subscribe & Follow   Apple Podcasts Spotify

In this episode of the Veterinary Marketing Podcast, I'm diving deep into what it really takes to run successful Facebook (Meta) ads for your veterinary practice. Over the past decade, I've managed millions of dollars in ad spend for local businesses, and I've seen firsthand how tricky Meta ads can be for vets. Unlike e-commerce, where you can track every sale, veterinary services have a much more complex path from ad click to booked appointment. That's why I'm breaking down the real-world strategies, common pitfalls, and proven tactics that actually work—so you don't waste your budget or your time. We'll start by talking about why Meta ads are uniquely challenging for veterinary practices, especially when it comes to tracking results and building the right marketing infrastructure. I'll share why organic content is absolutely essential before you ever spend a dollar on ads, and how to use Facebook and Instagram as top-of-funnel platforms to build awareness and nurture potential clients. We'll also cover the impact of iOS 14 privacy changes, how to set up tracking properly, and when Facebook ads are (and aren't) a good fit for your practice. Plus, I'll walk you through audience targeting, creative strategies, budgeting, and the importance of testing and iterating your campaigns. To bring it all together, I'll share real-world success stories from practices that have launched grand openings, promoted events, and introduced new services using Meta ads. We'll also talk about the long-term growth strategies you need—like CRM integration, email nurturing, and retargeting—to turn leads into loyal clients. By the end of this episode, you'll have a clear roadmap for using Facebook and Instagram ads effectively, with actionable steps you can start implementing right away. Whether you're just getting started or looking to take your ad campaigns to the next level, this episode is packed with insights to help your veterinary practice grow.

We're joined by Mikael Dia, founder and CEO of Funnelytics, a visual journey mapping tool built to help marketers optimize conversions and better communicate strategy. Mikael shares how the rise of multi-touch, non-linear customer journeys inspired Funnelytics, and how the platform goes far beyond funnel mapping to uncover what drives results. We explore how marketers are using visualization to align teams, boost performance, and turn complex data into clear, actionable insights. About Funnelytics Funnelytics is a visual funnel analytics platform designed to help marketers track, analyze, and optimize the entire customer journey, without needing to be a data expert. By combining intuitive whiteboarding with powerful analytics, Funnelytics transforms complex data into clear, real-time visual maps that show exactly how users move through your marketing funnels. Whether you're a hands-on marketer or prefer expert support, Funnelytics empowers you to grow smarter by identifying what's working, what's not, and where to focus next. Time Stamps 00:00:18 - Guest Introduction: Mikael Dia 00:00:39 - Mikael 's Background and Journey in Digital Marketing 00:01:53 - The Evolution of Customer Journeys in Marketing 00:05:04 - Identifying the Core Problem Funnelytics Solves 00:08:36 - Understanding Funnelytics Customer Base 00:10:51 - Differences Between B2B and B2C Marketing Analytics 00:12:35 - Shifts in Customer Behavior Over the Years 00:14:29 - Sales Involvement in Selling Funnelytics 00:18:06 - The Importance of Branding in Marketing 00:20:07 - The Impact of AI on Marketing Trends 00:25:48 - How to Connect with Mikael Dia and Learn More About Funnelytics Quotes “Learn as much as you can about how the puzzle fits together...Marketing can be a machine, and it should be thought of as a machine. It shouldn't be thought of as how creative your next campaign is or what your logo look like and, and a lot of the stuff that falls under brand, it's all of it, it fits together to create a machine to turn strangers into customers. Learn as much about each puzzle piece to understand how can you architect that machine, for any company.” - Mikael Dia, founder and CEO of Funnelytics Follow Mikael: Mikael Dia on LinkedIn: https://www.linkedin.com/in/mikaeldia/ Funnelytics website: https://www.funnelytics.io/ Funnelytics on LinkedIn: https://www.linkedin.com/company/funnelytics-io/about/ Follow Mike: Mike Maynard on LinkedIn: https://www.linkedin.com/in/mikemaynard/ Napier website: https://www.napierb2b.com/ Napier LinkedIn: https://www.linkedin.com/company/napier-partnership-limited/ If you enjoyed this episode, be sure to subscribe to our podcast for more discussions about the latest in Marketing B2B Tech and connect with us on social media to stay updated on upcoming episodes. We'd also appreciate it if you could leave us a review on your favourite podcast platform. Want more? Check out Napier's other podcast – The Marketing Automation Moment: https://podcasts.apple.com/ua/podcast/the-marketing-automation-moment-podcast/id1659211547

I'm diving into something that can genuinely transform your business—creating a customer journey that turns leads into lifelong, raving fans. I even share a personal story about selling my property management business. And guess what? I still get messages and calls from clients asking for advice on tenant selection, pricing, and more. Why? Because I built relationships, not just completed transactions. When you focus on connection and care, those relationships stick, no matter where life or business takes you.I walk you through the five key touchpoints of the customer journey—attraction, lead nurturing, onboarding, engagement, and advocacy. These are the moments that really matter, where trust is built and loyalty is earned. I share practical ways to stand out from the start, nail your onboarding process, and keep communication flowing. And to make life easier, I've popped a free 12-month communication plan for investor clients in the show notes. So if you've been winging it, now's the perfect time to get a system in place.Here's the big takeaway—property management is a people game. It's not just about the properties; it's about the people behind them. I want you thinking about customer journeys for your tenants, referral partners, even your tradies—not just your investors. Because when folks feel looked after every step of the way, they don't just stay, they rave about you. That's how you build a business with heart, loyalty, and loads of word-of-mouth magic."That's because I built relationships with them, not just transactions." -Kylie WalkerWe explore:Importance of crafting a customer journey in property managementTransforming leads into loyal tenants and investorsBuilding trust and loyalty through relationshipsKey touchpoints in the customer journey: attraction, initial contact, onboarding, ongoing engagement, and advocacyStrategies for effective communication with clientsThe significance of ongoing engagement and relationship maintenanceThe role of advocacy in turning clients into raving fansThe impact of strong relationships on business successImportance of planning communication for various stakeholders (tenants, investors, suppliers)Encouragement to reflect on and improve personal customer journeysConnect with Done For You ServicesDone For You Services - https://dfys.com.au/Find out about our Done For You Social Media Management - https://dfys.mykajabi.com/done-for-you-smFind out about our Done for You Lead Generation - https://dfys.mykajabi.com/done-for-you-lead-generationConnect with Done For You Services: https://www.instagram.com/doneforyouservices_/Kylie's ResourcesProperty Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchoolDigital Marketing School: https://courses.thatpropertymum.com.au/digitalschoolThat Property Mum Courses:

In this episode, Stephanie breaks down one of the most common mistakes health professionals make when trying to grow their online programs: running ads too early. If you've ever thought, “Maybe I just need to run ads to make more sales,” this conversation is for you. You'll learn why ads don't fix sales problems and what you need to have in place before you invest a dollar into paid traffic. Stephanie shares the proven 3-part offer suite that helps health professionals attract leads, build trust, and convert more clients into their signature programs with or without ads. Whether you've launched before or are just getting started, this episode will show you how to build a system that actually sells.   In this episode, you'll learn: What ads really do (and why they amplify both success and failure) The 3-part offer suite you need to get more clients signed up for programs in your online health business How to guide cold leads into your program without relying on sales calls What to run your ads to - to make sure you're not wasting money Mentioned in this episode: Download the free guide: 27 Scalable Offers for Health Professionals  Get on the early list for the 5-Day Build Your Digital Practice Bootcamp → DM “BOOTCAMP” to @theleveragedpractice

Hey CX Nation,In this week's episode of The CXChronicles Podcast #262, we welcomed Pasquale DeMaio, Vice President at Amazon Web Services (AWS) based in Seattle, WA. Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing.Today, Amazon Web Services provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers hundreds of thousands of businesses in 190 countries around the world. With data center locations in the U.S., Europe, Singapore, and Japan, customers across all industries are taking advantage of our low cost, elastic, open and flexible, secure platform.In this episode, Pasquale and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at AWS think through on a daily basis to build world class customer experiences.**Episode #262 Highlight Reel:**1. How AWS thinks about team-building strategies  2. Leveraging Amazon Connect's Unified AI Engine  3. Streamlining customer service & success to fuel growth 4. Investing & supporting employee-driven innovation & cross-team collaboration 5. Building customer-centricity into the DNA of your engineering team Click here to learn more about Pasquale DeMaioClick here to learn more about Amazon Web Services (AWS)Huge thanks to Pasquale for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  strategic partners (Hubspot, Intercom, & Zendesk) & On-Demand services & invite them to join the CX Nation!Want to see how your customer experience stacks up to others, ask us about the CXC Healthzone, an intelligence platform that shares benchmarks & insights from companies across the world. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

What if the secret to skyrocketing customer loyalty and retention isn't digital at all, but something you can touch? In this episode of Predictable B2B Success, host Vinay Koshy sits down with Mark Stern, CEO and founder of Custom Box Agency, to unpack how tangible, kinesthetic experiences are transforming the B2B customer journey. After a successful career as a Deloitte strategy consultant, Mark unexpectedly pivoted from corporate life into entrepreneurship, driven by a frustration with the impersonal nature of digital-only offerings. Mark reveals how sending physical “custom box” experiences not only sets customers up for success but turns them into passionate brand advocates who generate organic buzz. Their conversation dives into the real ROI of physical engagement, how clear customer journeys and micro-wins fuel retention, and why recognition is the ultimate hidden driver for long-term loyalty. If you're rethinking how to break free from retention plateaus, want to spark more excitement in your customer onboarding, or are just tired of stale, digital-only strategies, this episode will open your mind to a whole new set of possibilities. Tune in for actionable insights, real-world examples, and a fresh perspective on delivering predictable B2B success, one box at a time. Some areas we explore in this episode include: Mark Stern's Journey – Transition from Deloitte to founding Custom Box Agency.Value of Physical Experiences – Why adding tangible elements to digital offers matters.First “Box Zero” Campaign – How a high-ticket online summit led to the first successful custom box experience.Customer Journey vs. Customer Experience – The importance of mapping the journey before designing the experience.Journey Mapping – Breaking down customer journeys into acquisition, delivery, and retention stages.Gamification and Milestones – Using micro-wins and milestones to motivate customer progress.Strategic Box Use – Leveraging custom boxes for acquisition, onboarding, and ongoing engagement.Practical Examples – Real-life applications like 57 Hats and multi-year coaching programs.Recognition and “Jewels” – How awards and physical tokens drive retention and customer loyalty.Retention Gaps in B2B – Why businesses often overlook delivery and retention in their customer experience strategy.And much, much more...

In the latest episode, Ben and Sue talk about the transformative impact of AI tools like ChatGPT on marketing strategies and how the speed of that transformation is increasing. From the shift in how consumers search for information, with many opting for ChatGPT over traditional search engines, to the importance of creating relatable and context-driven content, they lay out almost everything AI that is on their minds and impacting their daily work.Useful Links:Top Generative AI Chatbots by Market Share – July 2025Goodbye Google?

In this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hospitality. Customer Experience (CX) has the power to create a true competitive advtantage as well as generate revenue from customer loyalty and word of mouth marketing. We'll explore: The power of a strong Customer Experience Framework Getting your organization on the same page to avoid siloes and duplication Creating a space where employees can do their best work and drive repeatable, engaging customer service Developing a team with a heart for hospitality Deploying your customer experience and hospitality strategy Reinforcing, measuring, and coaching your hospitality and CX strategy for success now and into the future Whether you're a business owner, CX leader, C-Suite Executive, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.

In this weeks' Scale Your Sales Podcast episode, my guest is Leore Spira.   Leore Spira is a Revenue Operations executive and advisor, and GTM strategy leader with over 15 years of experience in B2B SaaS. She specializes in scaling startups, aligning cross-functional teams, and transforming insights into execution. Known for her strategic vision, operational rigor, and data-driven leadership across marketing, sales, and customer success.   In today's episode of Scale Your Sales podcast, Leore emphasizes the importance of aligning people, processes, and technology, and shares why understanding both the business ecosystem and internal stakeholders is key to sustainable growth. They also discuss the evolving role of AI, the value of empathy and transparency, and how to balance automation with a human-first approach to customer relationships.   Welcome to Scale Your Sales Podcast, Leore Spira.     Timestamps: 00:00 Adapting Business Practices for Growth 07:09 Proactive Pre-sale and Marketing Strategy 10:09 Collaborative Pipeline Focus 13:56 AI for Streamlining Dashboards 17:24 Enhancing Team Support with AI 21:00 AI: Efficiency Over Expansion 26:19 Customer Journey and Success Focus 28:35 Mutual Evaluation in Sales Strategy 33:00 Leadership's Role in Organizational Impact 34:58 Data-Driven Survival Strategies     https://www.linkedin.com/in/leorespira/     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.