Podcasts about customer journey

A long wait is one thing. Not knowing what's happening is another. In this Food For Thought, Jason Back of Broker Essentials uses a frustrating airport experience in Barcelona to highlight a common weakness in the mortgage customer journey: silence. As mortgage businesses increasingly rely on automation, CRMs, portals and digital processes, Jason argues that efficiency only works when customers still understand where they are, what happens next and what they need to do. He shares three practical ways mortgage professionals can improve the client experience, including identifying communication gaps, providing updates before customers have to ask, and making someone responsible for viewing the process from the customer's perspective. Read the full article: [INSERT LINK] Subscribe to HECM World for more insights from leaders across the reverse mortgage industry. Visit HECMWorld.com for more news, interviews and analysis.  

KI verändert die Customer Journey grundlegend: Aus Suchergebnissen werden Antworten, aus Antworten Empfehlungen und aus Empfehlungen zunehmend konkrete Aktionen. Damit reicht es für Unternehmen nicht mehr aus, bei Google gut zu ranken. Marken, Produkte und Leistungen müssen von KI-Systemen gefunden, verstanden und als relevant eingeordnet werden. Gleichzeitig gewinnen strukturierte, aktuelle Daten und technische Schnittstellen an Bedeutung, wenn KI-Agenten künftig nicht nur informieren, sondern Entscheidungen vorbereiten oder Handlungen ausführen. Das Webinar zeigt, wie SEO, GEO und Agentic Commerce zusammenspielen, welche Anforderungen daraus für Content, Produkt- und Unternehmensdaten entstehen und wie Unternehmen ihre bestehende digitale Infrastruktur darauf vorbereiten können. Praxisbeispiele zeigen, welche Rolle technische SEO-Grundlagen, Entitäten, strukturierte Daten, Feeds, APIs und KI-gestützte Automatisierung dabei spielen. Folgendes hast Du nach dem Webinar gelernt: - Wie sich die Customer Journey durch KI von der klassischen Suche über KI-Empfehlungen bis hin zu agentischen Handlungen verändert. - Warum SEO das Fundament bleibt, GEO aber zusätzliche Anforderungen an Inhalte, Entitäten, Vertrauen und Maschinenlesbarkeit stellt. - Welche Voraussetzungen erfüllt sein müssen, damit Marken, Produkte und Leistungen von KI-Systemen gefunden, verstanden und empfohlen werden können. - Warum Produkt-, Leistungs- und Unternehmensdaten im Agentic Commerce zum Wettbewerbsfaktor werden und welche Rolle strukturierte Daten, Feeds und APIs dabei spielen. - Wie Unternehmen ihren aktuellen Reifegrad einschätzen und konkrete Maßnahmen für mehr AI Readiness priorisieren können. Zielgruppe: - CMOs, Marketingleitungen und Digital-Verantwortliche, die SEO, Content und KI strategisch weiterentwickeln möchten. - E-Commerce-Leitungen und Digital-Commerce-Verantwortliche, für die Produktdaten, Feeds, PIM-/Shop-Systeme und zukünftige agentische Kaufprozesse relevant sind. - Digital-, Data- und Transformation-Verantwortliche, die Marketing-, Content- und Commerce-Prozesse stärker automatisieren und bestehende Systeme mit KI verbinden möchten. - Unternehmen mit umfangreichen Websites, Produktportfolios, Standorten oder Content-Beständen, bei denen Skalierung und Automatisierung über manuelle Einzelmaßnahmen hinausgehen müssen.

In dieser Folge des Onlineshop Geflüster Podcasts geht es um einen Satz, den ich ständig von Shopbetreibern höre und nicht mehr hören kann: „Ich habe ein Marketing-Problem." Die Symptome kennst du wahrscheinlich. Der Spend lässt sich nicht skalieren, die Kosten pro Neukunde sind zu hoch, der Umsatz stagniert seit Monaten auf einer Linie. Das Problem liegt aber fast nie am Marketing selbst, sondern dahinter. Die meisten Shops sind im Blindflug, haben ihre Zahlen nicht im Griff und kein klares Ziel, was ein Neukunde kosten darf. Ohne dieses Ziel traut sich niemand, den Spend hochzudrehen, und man wartet auf vermeintlich gute Werte, die eigentlich viel zu hoch angesetzt sind. Ich hatte schon Shops im Onboarding, die überzeugt waren, sie könnten nicht aufdrehen. In den Zahlen habe ich dann gesehen, dass sie die ganze Zeit hätten aufdrehen können. Wir haben im Onboarding den Spend hochgezogen und die Umsätze innerhalb weniger Wochen vervielfacht, ohne sonst irgendetwas zu verändern. Du erfährst, warum das gefühlte Marketing-Problem in den meisten Fällen ein Zahlen-Problem ist, welche Kennzahlen du im Griff haben musst bevor du skalierst, von Neukunden-Kosten über den nötigen ROAS bis zu Wiederkaufsrate und Discountquote, und warum blindes Aufdrehen ohne diese Klarheit genauso teuer werden kann wie das Stagnieren. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

CX budgets only grew about 2% this year, yet AI spending inside those same budgets jumped 38%. That math forces a hard question: if the total pool barely changes, where does the new AI money come from? We walk through why the “somewhere” is often customer service headcount, and why that shortcut can quietly create a bigger budget problem later.We unpack Gartner's prediction that many companies cutting support roles due to AI will need to rehire by 2027 and beyond, often at a higher cost than keeping and reskilling people in the first place. We also talk about the trust gap showing up in channel value: leaders still rate live chat and phone as most valuable today, even while expecting generative AI chatbots to take the top spot soon. When spending moves faster than trust, customers feel it through inaccuracies, frustrating loops, and a lack of empathy during complex moments.If you care about customer experience, customer service automation, and making smart generative AI decisions without breaking trust, this one is for you. Subscribe, share with your team, and leave a quick review so more CX leaders can find the show.Article Mentioned: Gartner Predicts Half of Companies That Cut Customer Service Staff Due to AI Will Rehire by 2027 (Gartner)Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Warum scheitern so viele ambitionierte Customer-Experience-Initiativen in der Praxis? Die Antwort liegt meist nicht an mangelnden Methoden, sondern tief im Betriebssystem der Organisation. In dieser Episode spreche ich mit Matias Musmacher und Holger Heinze über ihr neues Buch "Der Customer Code". Sie erklären, wie systematische Organisationsentwicklung und CX zusammenpassen. Du erfährst, wie Du Dein Unternehmen von fragmentierten Silos zu einer echten, veränderungsstabilen Organisation entwickelst. Die beiden Experten zeigen auf, wie das Zusammenspiel aus klaren Governance-Strukturen und kultureller Reife gelingt, um Kunden nachhaltig zu begeistern. Ein Muss für alle, die CX nicht nur als PowerPoint-Fassade, sondern als echten Werttreiber etablieren wollen. ▿ Alle Links und mehr Informationen findest du auf der Website www.cx-talks.com und in den ►Shownotes auf Spotify (Abonnenten des Podcasts), Apple ("Website der Episode"), alternativ auf https://cx-talks.podigee.io

In dieser Folge des Onlineshop Geflüster Podcasts vertrete ich eine klare Meinung: Freelancer sind keine Mitarbeiter, sondern in den meisten Fällen einfach eine Ausrede. Viele halten Freelancer für die eierlegende Wollmilchsau, flexibel, günstig, ab Tag eins Vollgas, ohne dass die Fixkosten steigen. In der Praxis erlebe ich fast immer das Gegenteil. Ich kann mich an keinen einzigen Fall erinnern, in dem jemand ein funktionierendes Team aus Freelancern hatte und damit glücklich war. Stattdessen: der Freelancer kostet 2.000 Euro im Monat und macht zehn Minuten Arbeit die Woche, oder es wurde einfach nur Geld bei Meta verbrannt, und der zweite und dritte lief genauso. Der Denkfehler ist offensichtlich. Wer für 300 oder 500 Euro im Monat jemanden nebenbei deine Ads betreuen lässt, kann keinen Durchbruch erwarten, wenn schon die Agentur für 2.000 Euro nichts gebracht hat. Ein Freelancer, der 20 Kunden parallel betreut, nebenbei Rechnungen schreibt und selbst akquiriert, kann sich unmöglich um alles kümmern. Dahinter steckt oft Angst vor Commitment, und Angst ist für mich ein Wegweiser. Wenn du dich nicht selbst mit Google oder Meta auseinandersetzen willst und deshalb auf Freelancer setzt, ist das das Signal, dich genau darum zu kümmern. Denn wie willst du bewerten, ob jemand einen guten Job macht, wenn du selbst keine Ahnung hast? Echtes Wachstum kommt nur durch Commitment: dich selbst einarbeiten oder wirklich jemanden fest einstellen. Wer sechs Monate mit einem Freelancer verliert, verliert das Wertvollste, das er hat, nämlich Zeit. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

„Das größte Problem sind die schweigenden Kunden." Was hat ein scheues Reh auf einer Waldwiese mit eurem Vertrieb zu tun? Mehr, als man denkt. Wer wissen will, wo sich seine Kunden aufhalten, was sie mögen und wann sie verschwinden, muss hinschauen, statt zu vermuten. In dieser Folge spricht Dr. Georg Kraus mit Markus Müller, Experte für Vertriebsstrategie bei Kraus & Partner, über die Customer Journey und darüber, warum sie in vielen Unternehmen noch immer ein Randthema ist. Die zentrale Frage lautet: Denkt ihr euer Unternehmen von außen nach innen oder von innen nach außen? Die meisten Organisationen tun Letzteres. Die Entwicklung folgt den Fähigkeiten der Entwickler, der Vertrieb den Vorlieben der Vertriebsleute. Solange die Kunden kaufen, fällt das niemandem auf. Erst wenn die Kündigungsrate steigt, beginnt die Suche nach Gründen. Oft zeigt sich dann, dass die Dashboards zufriedene Kunden meldeten, die trotzdem gegangen sind. Markus zeigt, wie ein Customer Journey Mapping mit drei bis fünf Personas diese Lücke sichtbar macht. Mehr sollten es nicht sein, denn mit zwanzig Personas „machst du ein Customer Journey Mapping tot". Ebenso wichtig ist, dass Produktmanagement, IT und Logistik mit am Tisch sitzen. Das Management darf dabei nicht nur Sponsor sein. Georgs Testfrage an Vorstände spricht für sich: Wer von euch hat in diesem Jahr mit Kunden gesprochen? Die Antwort ist oft ernüchternd. Ohne diesen Kontakt, so Markus, „wie willst du denn herausfinden, was der Kunde wirklich will?" Was ihr mitnehmt: Verantwortung für Kunden liegt bei Personen, nicht bei Abteilungen. Die Journey gehört mindestens zweimal im Jahr auf die Agenda des Managements. Vor jedem Projekt lohnt außerdem die einfache Frage, ob es dem Endkunden etwas bringt. Klingt simpel. Ist es aber nicht.

On Tuesday, July 14, 2026, MBN was on the road in Grand Rapids, Michigan. The presentation explains how AI is radically changing search and the customer journey, with consumers increasingly turning to tools such as ChatGPT, Copilot, Claude, and Perplexity for answers instead of relying solely on traditional search engines. While traditional SEO remains important, businesses now also need to focus on Generative Engine Optimization (GEO)—structuring their website and other online content so AI systems can understand, cite, and recommend their business. The speaker emphasizes that a company's website has become a critical source of truth for AI, making clear service pages, accurate information, pricing examples, FAQs, customer reviews, and testimonials valuable both to AI systems and human customers. The central message is that businesses that are not visible and properly represented in AI-generated answers risk being overlooked by potential customers, while businesses that optimize their content can improve their chances of being discovered during this new AI-driven customer journey. » Visit MBN website: www.michiganbusinessnetwork.com/ » Subscribe to MBN's YouTube: www.youtube.com/@MichiganbusinessnetworkMBN » Like MBN: www.facebook.com/mibiznetwork » Follow MBN: X.com/MIBizNetwork/ » MBN Instagram: www.instagram.com/mibiznetwork/

Batuhan Ulutuncel, founder of Alpha Generator, shares why growth strategy should extend beyond closing sales to the entire customer journey. Drawing on his venture capital background, he explains how he aligns his agency's work with portfolio companies' shareholder value. Discover why website clarity matters, how retention, upselling and cross-selling fit into growth, and why generic playbooks cannot replace understanding your customers. Batuhan also explores how AI personalization could shift websites from broad customer segmentation toward individual experiences when strategy and unit economics support it. For marketers and founders, this conversation offers a practical perspective on connecting customer needs, messaging, product experiences, and long-term relationships.

In dieser Folge des Onlineshop Geflüster Podcasts geht es um eine Frage, die ich ständig von Kunden und Interessenten höre: Was soll ich als nächstes machen? Meine Antwort ist fast immer dieselbe, und sie steht schon im Titel. Mehr Umsatz. Denn ständig lenkt man sich mit Shiny Objects ab, die gerade wichtig wirken, aber kaum etwas bringen. Das neue KI Tool, der Shop Relaunch, das neue Branding, noch ein Marketingkanal wie Pinterest oder TikTok. Wenn ein Shop 20.000 im Monat macht und du die Conversion Rate um 0,1 Punkte verbesserst, sind das ein paar hundert Euro mehr. Lächerlich im Vergleich zu einem neuen Creative, das dich in wenigen Wochen von 20.000 auf 50.000 oder 100.000 bringen kann. Es sind nie die neuen, fancy Dinge, es sind immer die Basics: vernünftige Kundenansprache, gute Creatives, die den Nerv der Zielgruppe treffen, wochenlanges Testing bei Meta, Traffic einkaufen, Conversion Rate optimieren, Zahlen im Griff haben. Ablenkung ist die größte Blockade für Onlineshops und Gründer, weil sie den Fokus von den wenigen Dingen wegnimmt, die wirklich zählen. Wenn du dich fragst, was als nächstes, dann sind es fast nie neue Sachen, sondern die, vor denen du vielleicht Angst hast oder auf die du keine Lust hast. Mehr Umsatz heißt mehr Profit, mehr Geld auf dem Konto und damit mehr Möglichkeiten, deine Probleme zu lösen. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

$3 trillion in global sales is at risk because of poor customer experience. That number is big enough to change how we think about CX budgeting, because it turns “experience” into a measurable revenue and trust problem. I walk through where leaders should invest now, what trends actually matter, and which shiny “innovations” you can safely stop chasing.AI is no longer a trend, it's the weather. It's in the background of your tech stack and the foreground of your strategy, and it's already shaping how customers discover products and get help. The real question is whether your AI investment strengthens human connection or quietly breaks it. I dig into why the old contact center metrics may not fit the AI era, and what to measure instead, including AI resolution and escalation quality so you can track outcomes that customers feel.Then we get honest about a common budget mistake: funding more technology while underfunding the people, training, and services required to make that technology work. When that balance is off, you get bad AI rollouts, frustrated teams, and customers who don't know where to get a straight answer. We also explore agent-assisted commerce, how AI assistants can become the new storefront, and why conversation analytics and interaction analytics are showing real gains in CSAT and revenue when used with clear intent.If you want a smarter CX budget and a clearer ROI story for your leadership team, listen now, subscribe, share with your team, and leave a quick review so more CX leaders can find the show.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

The way clients find practitioners is changing.Google, SEO, referrals and directories still matter, but there's now another layer in the mix. More people are asking AI to help them find the right practitioner for a specific problem.Which raises a pretty important question:If someone asked AI to recommend a practitioner who does exactly what you do, would your practice even show up?I've been paying very close attention to this while rebuilding Health Haven, particularly because new clients are now telling me they found the clinic after AI recommended it.In this episode, I'm breaking down what I've learned about AI visibility, what could be making your practice difficult to find, and how to work out whether AI actually understands who you are, what you do and who you help.We'll also talk about why some of the things practitioners have been told are suddenly “dead” are very much alive, why your website matters more than you might think, and the surprisingly simple things that can affect whether your practice is understood and recommended online.And no, this isn't about adding another 47 marketing jobs to your list or becoming an AI expert.It's about making sure your practice isn't quietly becoming invisible as the way people search changes.If consistent client flow matters to your practice, this is one I'd listen to.Let's Chat - Send an instant message now Enrolling Now - Momentum MentoringOne-to-One Mentoring to grow your practice. Limited places remaining.Attract Amazing Clients To Your Practice - FREE GUIDEVisit the website www.cassduffill.com

Verkauft bald die KI? Agentic AI und die Zukunft von Marketing und Vertrieb Kundinnen und Kunden erwarten schnelle und personalisierte Erlebnisse über alle Kanäle hinweg. Wie verändert Künstliche Intelligenz in diesem Zusammenhang die Schnittstelle zwischen Unternehmen und Verbraucher:innen? Darüber diskutieren Gastgeberin Katja Modder und Miriam Kugel, Expertin für AI-Transformation bei Microsoft EMEA. Im Fokus stehen KI-Agenten, neue Customer Journeys, die größten Hürden bei der Skalierung von KI und die Frage, wie Marketing- und Vertriebsorganisationen in einigen Jahren arbeiten werden. Hinweis: Die genannten Anwendungsbeispiele im Podcast basieren auf internen Telemetriedaten oder internen Studien in einer Microsoft-Umgebung, beziehen sich speziell auf das beschriebene Szenario und stellen keine garantierten Richtwerte oder prognostizierten Ergebnisse für andere Organisationen dar. Microsoft übernimmt keinerlei Gewährleistungen, weder ausdrücklich noch stillschweigend noch gesetzlich vorgeschrieben.

Ask Me Anything?"You are not just selling a great first class. You are managing the ninety days after it, on purpose, with a system, not just good vibes and hoping they remember how nice everyone was."Getting someone through the door was never the hard part. What happens between their first phone call and their fiftieth class is where community yoga studios actually win or lose students for good. This episode walks the entire journey start to finish, first contact, intake, the welcome email, the front desk, the mat, the follow-up, all the way to conversion and beyond.Every touchpoint gets its own close look, including a few most studios skip entirely, like the front desk handoff and the daily habit of actually checking whether someone's being quietly ignored. If your fall push brought in new faces, this is the system that decides whether they're still around at Christmas.In This Episode• Why the first ninety days decide almost everything, and the frequency numbers behind it• The four questions to ask before you ever mention pricing• Why a short video walkthrough can take the intimidation out of someone's first visit• The front desk handoff that turns a booking into a real connection• Why a mediocre class undoes every good thing that happened before it• "Daily detective work," the habit of manually checking a student's actual experience, not just the automated triggers• How to build a milestone and win-back system that catches drift before it becomes a cancellationMichael's Annual Planning Party is open to the public for the first time! Build your entire 2027 studio calendar live on Oct 14 with real numbers from your own booking software. Early Bird pricing is $47 for a limited number of spots before it jumps to $67. For existing brick-and-mortar community yoga studios only. Grab your seat: yogabizchamp.link/plan27 Get 50% off your first three months of Offering Tree, OR 15% off an entire year with my Exclusive Discount Link. SIGN UP ON THE STUDIO PLAN AND GET A FREE 1-1 CONSULTING SESSION WITH ME Offeringtree.com/yogabizchamppodcast. The Number Nobody Talks About: How to Prepare, Price, and Sell Your Boutique Fitness Studio - by Mitch McGinley. Grab Your copy on Amazon US HereFREE RESOURCES AND BOOK A CHAT LINKhttps://yogabizchamp.link/podlink

In dieser Folge des Onlineshop Geflüster Podcasts spreche ich mit Isabelle, die vor sieben Jahren die Fashion-Brand Sunchild gegründet hat, über ein Thema, das jede Mode-Marke kennt und kaum jemand offen anspricht: Retouren, und wie viel man sich als Brand eigentlich gefallen lassen muss. Isabelle erzählt, was bei ihr schon alles im Retourenpaket lag. Getragene Sachen voller Rauch, Hundehaare, Parfüm, einmal sogar ein Messer und benutzte Unterwäsche. Ihre erste große Bestellung kam damals kurz vor Silvester komplett verraucht zurück, und sie hat sich gefragt, wie man so mit fremder Ware umgehen kann. Ihre Konsequenz war nicht, das klaglos zu schlucken. Sunchild ist strenger geworden. Sachen, die sichtbar getragen wurden, werden nicht mehr angenommen, und den Rückversand zahlt in solchen Fällen die Kundin. Beim Pricing siedelt Isabell sich bewusst eher oben an, weil ständige Rabattschlachten bei hohen Retourekosten nichts übrig lassen und genau die Kunden anziehen, die dreister mit der Ware umgehen. Wer weiß, was die eigenen Produkte wert sind, bekommt am Ende auch die Kunden, die das respektieren. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

Ist GEO wirklich das neue SEO? Tamara Heinz von MediaMarktSaturn erklärt, was sich im E-Commerce durch AI Search verändert, welche SEO-Grundlagen bleiben und warum die Customer Journey neu gedacht werden muss.

CJM is an organisational tool, right? This is the point I take when I spoke with Jochem Van der Veer, the CEO of TheyDo, specialists in Customer Journey Orchestration. He confirms, its not the end, its a means to the end. But as he demonstrates, when CJM is your core discipline it becomes a much more expansive discussion with a much wider set of applications. My name is Christopher Brooks, CEO of Lexden CX and Lexden Luxe. We first spoke four years ago on a previous CX Superheroes podcast. So what's changed? Jochem shares how with AI we can move 3D to 4D mapping, the dynamic has moved on. He expands on how Customer Journey Mapping is a system, a context layer for all data to flow through. And it quantifies both performance and cost. So they provide a critical internal business tool as well as a window into the customer's world. Dive in and hear where we are with journey mapping, what more can be done and just where we are heading with AI as an input and partner in this discipline. In fact, today its much easier to achieve more from customer journey mapping, and you may not even need to map it! Of course, good quality data is still at the heart of best practice, but there is so much more data now available. If you want to speak with Jochem, his linkedin address is https://www.linkedin.com/in/jochemvanderveer/, or get in contact with TheyDo https://www.theydo.com/.

In dieser Folge des Onlineshop Geflüster Podcasts geht es um zwei Stellen, an denen Shops jeden Monat vierstellige Beträge an Google und Meta verbrennen, ohne es zu merken. Bei Google ist es die fehlende Trennung zwischen Brand und Non-Brand. PMax und Search Kampagnen sehen im ROAS oft hervorragend aus, weil ein großer Teil der Umsätze über die eigene Marke reinkommt, obwohl die Kampagne eigentlich Neukunden bringen soll. In manchen Accounts kamen 20 Prozent des Budgets allein über die Marke rein, und mit einer sauberen Trennung ließen sich direkt 80 Prozent einsparen. Bei Meta ist es die View-Attribution. Meta geht von sich aus auf die Leute, die am wahrscheinlichsten kaufen, und das sind deine Bestandskunden. Wenn die Hälfte der Käufe über View-Attribution zugeordnet wird, ist dein ROAS in Wahrheit nur halb so gut wie angezeigt, und du drehst auf Basis einer geschönten Zahl das Budget hoch. Du erfährst, warum deine eigene Marke deinen Google ROAS nach oben manipuliert und wie du sie sauber in eigene Brand Kampagnen ziehst, was der Unterschied zwischen Click- und View-Attribution ist und wie letztere deinen Meta ROAS aufbläht, und wie du den Algorithmus so trainierst, dass er dir Neukunden statt Bestandskunden bringt. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

Your customer experience metrics might be accurate and still fail to move the people who control budget, headcount, and priorities. We're tackling the uncomfortable truth: when CX leaders lead with NPS, journey maps, sentiment analysis, or dashboard reporting, executives often hear “interesting CX update” instead of “material business risk.” The fix is not more slides. It's learning to walk into every room as a business leader first.We break down three shifts you can use immediately. First, we flip the sentence so outcomes lead and metrics follow: renewal risk, retention risk, growth impact, and cost to serve become the headline, with NPS and CX data as proof. We also talk through why vague requests like “we need more empathy” can backfire with a CFO or CRO unless you connect the effort to fewer repeat calls, fewer refunds, and less negative word of mouth. Then we zoom out to what's crowding CX out of the spotlight right now: operational efficiency, cost optimization, digital acceleration, and the push for AI transformation and AI engagement.Next, we get practical about proving value. If you can't answer “How much is a customer worth?” or “What does a 1% retention lift mean in revenue?” it's time to partner with finance, use industry benchmarks, and make assumptions you can refine. Finally, we close with the mindset piece: owning your worth as a CX leader who brings both empathy and business acumen and can spot problems before the numbers scream.Subscribe, share this with a CX leader who needs a stronger executive voice, and leave a quick review so more people can find the show.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

YouTube bringt sein Affiliate-Programm offiziell nach Deutschland und eröffnet damit neue Möglichkeiten für Creator, Marken und E-Commerce-Unternehmen. Katharina ordnet ein, welche Bedeutung die neue Funktion für Performance Marketing, Influencer-Kooperationen und den Plattform-Mix haben kann. Im Mittelpunkt stehen die Verbindung von Content und Commerce, die Rolle der Shopify-Integration sowie die Frage, wie sich YouTube im Vergleich zu TikTok und Instagram positioniert. Für Unternehmen entsteht damit ein spannendes neues Umfeld zwischen Reichweite, Messbarkeit und langfristiger Sichtbarkeit. Jetzt reinhören und erfahren, warum dieses Thema für Unternehmen relevant ist. Fünf spannende Fragen aus der Folge - Welche Chancen eröffnet das YouTube-Affiliate-Programm für Marken und Creator in Deutschland? - Wie verändert sich die Customer Journey durch direkt verknüpfte Produkte in Videos, Shorts und Livestreams? - Welche Rolle spielt die Shopify-Integration beim Einstieg in YouTube Shopping? - Welche Voraussetzungen müssen Kanäle für die Teilnahme am Programm erfüllen? - Wie lässt sich YouTube sinnvoll mit TikTok Shop und Instagram Shopping kombinieren? Das sagt Katharina: „Die Customer Journey vom Endkunden wird viel kürzer. Die Hürde vom Entdecken eines Produktes im Video bis zum Kauf sinkt. Das ist mega interessant gerade bei Produkttests, Unboxing-Videos oder Tutorials, weil der Impulskauf jetzt nur noch einen Klick entfernt ist.“ Mit: Katharina Knolle, Expertin für Paid Media Marketing bei webnetz

Birte Gall von Erblotse erklärt, wie Kooperationen das Thema Erben und Vererben einfacher machen – und warum Banken dabei ihre Kundenschnittstelle nicht verlieren müssen.

In dieser Folge des Onlineshop Geflüster Podcasts spreche ich eine Warnung an alle Shops aus, die fast nur über Meta Ads Marketing machen. Meta ist eine Achterbahn, das ist völlig normal. Ich kenne keinen Account, der über Jahre einfach konstant nach oben läuft. Es bricht immer wieder aus scheinbar unerklärlichen Gründen ein und geht dann genauso wieder hoch. Das ist mental anstrengend und businessmäßig riskant, wenn Meta der einzige Kanal ist, der läuft. Genau deshalb solltest du dich früher oder später mit Google Ads beschäftigen. Google ist der maßlos unterschätzte Kanal. Während du bei Meta deine Produkte in den Markt drückst und Leuten zeigst, die noch gar nicht wussten, dass sie sie wollen, greifst du bei Google auf Nachfrage zu, die eh schon da ist. Die Leute suchen mit der Kreditkarte in der Hand nach deinen Produkten und wollen kaufen. Deshalb ist der ROAS bei Google oft deutlich höher und der Kanal läuft profitabler. Über alle Kundenkonten hinweg haben wir in den letzten 365 Tagen über 5 Millionen Euro ausgegeben und liegen bei einem ROAS von fast zehn, Marke inklusive, aber auch die Non-Brand-Umsätze laufen häufig profitabler als Meta. Du erfährst, warum Meta trotzdem für die meisten Brands der Kanal mit dem größten Skalierungspotenzial bleibt, warum ein laufender Google-Account danach kaum Pflege braucht, das Setup am Anfang aber sauber gemacht werden muss, und warum ein zweiter konstanter Kanal die Meta-Flauten abfängt, statt dass gleich Panik ausbricht. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

SEO verändert sich gerade grundlegend: Google ist längst nicht mehr der einzige Ort, an dem Menschen suchen. Sichtbarkeit entsteht heute auch auf Social Media, YouTube, in ChatGPT, Perplexity und anderen KI-Systemen. Doch was bedeutet diese Fragmentierung für die Rolle von SEO im Marketing-Mix?In dieser Live-Ausgabe des SEOPRESSO Podcasts diskutiere ich mit Aline Kunz und Vanessa Wurster darüber, warum SEO und GEO nicht länger als isolierte Disziplinen funktionieren können. Wir sprechen über die Zusammenarbeit mit Branding, PR, Social Media, UX und Produkt – und darüber, wem das Thema Sichtbarkeit im Unternehmen eigentlich gehören sollte.Außerdem werfen wir einen Blick auf die Agentur von morgen: Werden klassische Retainer und stundenbasierte Abrechnungsmodelle verschwinden? Brauchen Kunden künftig weniger operative Unterstützung und dafür mehr erfahrene Sparringspartner? Und wie entwickeln wir Junior Talents, wenn KI bereits viele Einstiegsaufgaben übernimmt?Eine Diskussion über neue Rollen, veränderte Geschäftsmodelle, automatisierte Prozesse und die Frage, welche Fähigkeiten im Zeitalter von AI Search wirklich wertvoll bleiben.TakeawaysSEO entwickelt sich von einem spezialisierten Kanal zu einer zentralen Disziplin für digitale Sichtbarkeit.GEO betrifft nicht nur Websites, sondern ebenso Brand, PR, Social Media, Content, UX und Produkt.Unternehmen müssen Silos aufbrechen, ohne dabei die fachliche Tiefe der einzelnen Disziplinen zu verlieren.Nicht jede Marke muss auf jedem Kanal vertreten sein: Entscheidend sind Zielgruppe, Customer Journey und der konkrete Nutzen.Generative AI kann skalierbaren Content ermöglichen – Expertise, Differenzierung und Vertrauen entstehen jedoch nicht automatisch.Agenturen werden stärker zu strategischen Sparringspartnern und Begleitern bei Prozessen, Automatisierung und Implementierung.Klassische Retainer und die Abrechnung nach Stunden geraten durch AI zunehmend unter Druck.Wenn Einstiegsaufgaben automatisiert werden, braucht es neue Wege, um Junior Talents auszubilden und zu erfahrenen Berater zu entwickeln.Kapitelmarken00:00 Intro: Live-Podcast mit Aline Kunz und Vanessa Wurster01:30 Wie AI Search SEO und Agenturen verändert03:00 Vom SEO-Kanal zur zentralen Marketingdisziplin04:30 Zusammenarbeit mit Brand, PR, UX und Produkt06:00 Wem gehört GEO im Unternehmen?08:15 Skalierbarer Content durch generative AI09:30 Expertise, Vertrauen und Differenzierung11:20 SISTRIX Newsflash13:35 Die Fragmentierung der Suche14:45 Zielgruppen und Customer Journeys verstehen16:00 Testen statt überall präsent sein zu wollen17:00 Brauchen Unternehmen neue Visibility Teams?19:30 Wie AI das Geschäftsmodell von Agenturen verändert21:00 Warum guter AI-Output weiterhin Expertise braucht22:30 Agenturen als erfahrene Sparringspartner24:00 Was passiert mit Junior Talents?25:30 Die Agentur der Zukunft27:00 Welche Prognosen sind überhaupt noch möglich?28:30 Prozesse, Automatisierung und neue Partnerschaften30:00 Fazit

Failing to usher buyers from discovery to purchase in the fewest possible steps is often seen as a setback. This belief misunderstands the consumer purchase journey, according to new research. Mindscope's Lea Karam and TikTok's Elias W. Bassil join WARC's Alex Brownsell to discuss the alchemy of customer consideration.Guests:Lea Karam, CEO & Founder of MindscopeElias W. Bassil, Regional Head of Business Marketing, TikTok METAPAlex Brownsell, Head of Content, WARC MediaChapters:[0:10] – Introducing “The Alchemy of Consideration” with TikTok & Mindscope[1:56] – Does Marketing Misunderstand the Consideration Phase in the Customer Journey?[3:28] – Why Traditional Journey Models Are Broken[5:51] – Reframing Decision-Making Beyond Funnel Thinking[10:41] – What Is a Behavioral Pause?[12:57] – Desire vs Need: Liking, Wanting, and Value Alignment in Consumer Choice[13:42] – How Pauses Show Up on TikTok[16:54] – The Cost of Forcing Narratives in the Consideration Phase[18:18] – Short-Term KPIs vs Long-Term Brand Building: Rethinking the Attention Economy[21:10] – The Four Forces of Consideration: Social, Cognitive, Contextual, and Emotional[23:18] – Why Context Has Veto Power: Viewing Environment and Mental Availability[27:44] – How Brands Can Improve Consideration Effectiveness For 40 years, WARC has been providing the marketing industry with rigorous, unbiased evidence and expert effectiveness guidance. The WARC Podcast publishes a new episode every Tuesday and Thursday. Subscribe to The WARC Podcast here: https://www.warc.com/en/warc-podcasts Sign up to daily WARC News for free: https://www.warc.com/en/latest Book a demo: https://www.warc.com/en/subscribe

Should your CX mission statement stay behind the curtain or belong in the hands of the people who actually deliver your customer experience? We tackle a sharp listener question: in a B2B organization with an exclusive customer relationship, can sharing your customer experience mission statement improve alignment, especially when that customer shows up as your retail front line? We start with what a CX Mission Statement is really for: a universal, aligned internal language that acts as a North Star for decisions and behavior. I explain why strong mission statements avoid corporate jargon, internal acronyms, and empty superlatives like “best” or “greatest,” and why the focus has to move beyond products and services to the real outcomes customers need. Then we dig into the risk of sharing it externally. If the mission is even slightly aspirational, customers can treat it like a promise and hold you to it when you're not meeting it perfectly. But partnerships change the equation. When a distributor, channel partner, or exclusive customer is helping deliver the experience, we can't leave them out. I share a practical way to bring partners into alignment: identify overlapping moments in the journey, translate the mission into clear expectations, and provide “mission moments” that show what the mission looks like in real life. We also connect the dots to B2B buyer trust, where competence matters most and consistency and dependability sit right behind it. Subscribe, share this with your team, and leave a quick review so more CX leaders can find the show.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

In this episode, we sit down with Raven Willow Riley, Founder and CEO of Signifex, to explore the power of visionary leadership, customer-focused strategy, and meaningful brand engagement. Raven shares her expertise in understanding customer behavior, building high-performing teams, and transforming valuable insights into measurable business growth. Discover how collaborative leadership and strategic marketing can help organizations strengthen their brands, uncover new opportunities, and create sustainable success in an ever-changing business landscape. 

From AI-powered trip discovery to proactive service recovery, Heather Garboden, SVP and Chief Customer Officer at American Airlines, shares how technology and people work together to make travel easier. As a Fortune 100 company serving more than 220 million passengers a year, American operates customer experience at an enormous scale. Hear how the airline connects digital and human touchpoints and works to create what Heather calls "a calm and easy, seamless experience." Tune in to The Modern Customer Podcast to hear how American Airlines is approaching AI and CX at scale—and where Heather sees opportunities to improve the customer journey. Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

The show has a new name, and it's the kind of change that brings everything into focus. We're now Experience Is Everything: The CX Podcast, because “experience” is bigger than a customer touchpoint and more demanding than a quarterly metric. It's the thread that connects what your customers feel, what your employees carry, what your partners deliver, and what your leaders tolerate.We talk through what stays the same and what the new name signals: a clearer alignment with the book and the work, and a renewed commitment to a practical customer experience (CX) approach. My mission doesn't shift one inch: create fewer ruined days for customers. That means giving you the information, resources, tools, and ideas to show up in the best possible way for your customers, your organization, your colleagues, and yourself. Experience management takes the right mindset, a real CX strategy, and the discipline to back it up.You'll still find weekly conversations and the CX Pulse Check format, where special co-hosts help us look at what's happening right now in the world of customer expectations. I also want to hear from you, because your real questions keep this show honest and useful. Send a voicemail or question at askjeannie.vip and it may get answered on a future episode.If this resonates, subscribe, share with your team, and leave a quick review so more CX leaders can find the show.Resources Mentioned:Sign up for our newsletter -- https://experienceinvestigators.com/newsletter/Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Most ecommerce brands are built on traffic they don't own. This founder changed that — and it helped him build and sell a £1M Shopify brand.Jayden Clark built Woodlark Garden Luxury into a seven-figure ecommerce business before selling it for £515,000. But the business started in a vulnerable position - with 95% of revenue coming from Google Ads and very little organic traffic.In this episode, Jayden reveals how he moved away from relying purely on paid acquisition, built a scalable SEO strategy, increased organic revenue and created a more valuable ecommerce business that became attractive to buyers.Jayden also shares lessons from his latest ecommerce venture, Camper Nation, which generated £500k in organic revenue in its first 18 months, and explains why building owned traffic can become one of the biggest advantages for Shopify brands.You'll learn:Why relying too heavily on Google Ads can make your Shopify business vulnerableHow SEO helped transform a paid traffic business into a valuable ecommerce assetWhy chasing competitive keywords is often the wrong SEO strategy for growing brandsHow building topical authority can generate thousands of organic visitorsHow long-tail SEO helped capture high-intent customers ready to buyWhy organic traffic can increase the value and saleability of an ecommerce businessHow Jayden uses SEO strategies across multiple ecommerce brandsIn This Episode(00:00) The Problem With Relying on Paid Ads(01:15) Why 10% Margins Were Too Risky(03:44) Building a 50/50 SEO & Paid Ads Strategy(05:04) Finding High-Intent Ecommerce Keywords(08:02) Turning Winning Ad Keywords Into SEO Traffic(11:13) Matching Search Intent to the Customer Journey(15:49) Selling the Ecommerce Business(17:08) Why Organic Traffic Increased Business Value(19:49) Cross-Selling & Increasing Customer Value(21:48) Turning Ecommerce Traffic Into Leads(26:04) The Metric That Predicts Future Sales(29:16) How Smaller Ecommerce Brands Can Win SEO(31:55) A Low-Cost Ecommerce Backlink Strategy(35:37) Final ThoughtsWe also discuss how Jayden built industry authority, created content that converted visitors into customers and used SEO as a competitive advantage rather than just a traffic channel.Learn more from Jayden:Woodlark Garden Luxury: https://woodlarkgardenluxury.co.uk/Camper Nation: https://campernation.co.uk/Kiln Crafts: https://kilncrafts.co.uk/YouTube: https://www.youtube.com/@JaydenClarkHTEFollow Winning With Shopify for practical ecommerce growth advice every Tuesday and Friday.Exclusive listener offers:Ships-A-Lot - Improve fulfilment costs and find hidden shipping margin leaks.Inventory Planner - Free seven-day inventory bootcamp.Omnisend - 30% off paid plans for three months with code WINNINGWITHOMNISEND.Yoast - 15% off Shopify and WordPress with code WWS15.506 - Extended 30-day free trial on any of their three Shopify apps with code WWS.About Winning With ShopifyWinning With Shopify is powered by Spec Digital, a PPC & SEO agency helping ecommerce brands grow through performance marketing.

For twenty years, the percentage of time a B2B sales rep spends actually talking to customers has barely moved. Jon Dick, chief customer officer at HubSpot, thinks AI is the first thing that genuinely breaks that constraint, and he has three years of rebuilding to point to. In this AI Transformations episode, Jon takes Mike Kaput through HubSpot's agentic go-to-market model: the AEO strategy built for answer engines, the AI SDR handling most website chats, the assistant that moved win rate, and the org change that put every AI engineer under one leader. Show Notes: Access the show notes and show links here Timestamps:00:00:00 — Intro 00:03:36 — Meet Jon Dick 00:05:13 — What HubSpot was trying to solve 00:08:27 — How the transformation got started and where it stands today 00:11:48 — Beyond individual use cases: demand creation and AEO 00:15:49 — What's HubSpot native, and how they pick models 00:18:36  — What had to change organizationally 00:22:10 —  Why centralizing beat the pod model 00:24:39  — What got messier along the way 00:25:46  — Results across the board 00:28:35  — Why HubSpot's go-to-market context is the advantage 00:30:19  — Advice for leaders earlier in the journey This episode is presented by Google Cloud: Google Cloud is the new way to the cloud, providing AI, infrastructure, developer, data, security, and collaboration tools built for today and tomorrow. Google Cloud offers a powerful, fully integrated and optimized AI stack with its own planet-scale infrastructure, custom-built chips, generative AI models and development platform, as well as AI-powered applications, to help organizations transform. Customers in more than 200 countries and territories turn to Google Cloud as their trusted technology partner. Learn more about Google Cloud here: https://cloud.google.com/ Visit our website Receive our weekly newsletter Join our community: Slack Community LinkedIn Twitter Instagram Facebook YouTube Looking for content and resources? Register for a free webinar Come to our next Marketing AI Conference Enroll in our AI Academy 

Clarks' Mario Protano joins CX Decoded to unpack how AI is reshaping product discovery, why brand mentions are replacing clicks as a success metric, and how the 200-year-old footwear brand is rebuilding its affiliate and attribution strategy around a messier customer journey.

Episode 310 opens with Steve Dennis reporting back from an invitation-only Amazon analyst day in Seattle, two days focused on Prime and grocery. Steve unpacks the breadth of the Prime flywheel, Amazon's push into sub-one-day delivery, the drone facility he toured just before the company announced an expansion to roughly 500 markets, and why Amazon's rise to the number two grocer in North America should have rivals looking over their shoulders. Then, the numbers. US retail sales grew about 5% excluding fuel. Walmart delivered a lackluster 2.6% US comp, its weakest in six years, offset by a 46% jump in global advertising and nearly $3 billion in tariff refunds the company says it will reinvest in price. Target posted a nearly 4% comp with traffic up 3.6%; real progress, though Steve cautions the invitation can be better than the party. In off-price, TJX comped 4% while Ross Stores turned in a second straight double-digit quarter. And Simon Property Group made the case that great physical retail is alive and well. The interview, recorded live at the CommerceNext Growth Show in New York, features Scott Friend, Partner at Bain Capital Ventures, and Indy Guha, General Partner at VMG Partners. Scott co-founded price optimization pioneer ProfitLogic before joining BCV twenty years ago; Indy co-leads VMG's commerce infrastructure fund after scaling Signifyd. Together they tackle a hard question: when AI makes everything easier to build, how do you tell a real company from a pitch formula? Their answer centers on founder clarity and earned domain expertise, because a couple of quarters' head start has never mattered more. The conversation ranges across whether personalization and merchandising optimization are now table stakes, the surveillance pricing debate, AI-driven homogeneity versus the promise of the "N of one" customer journey, and Indy's memorable "Claude-proof" test for anyone building in commerce. Both push back on agentic commerce hype, arguing agents will own low-interest replenishment missions while people keep the treasure hunt. Scott points to the revenue ramp of AI-native companies as evidence this cycle is real, not overhyped. Both land in the same place: brand, community, and authenticity are the last durable moats, and retail teams must become architects rather than assembly-line workers. Back in studio, on the radar: Steve tracks the bond market, with 30-year Treasuries at a 19-year high and the 10-year at 4.75%, squeezing discretionary income and retailer expansion plans alike. Michael watches Canadian icon Roots, newly sold to New York's Marquee Brands with Joe Mimran advising on merchandising, and asks whether the brand can reclaim its former glory. Registration is open for a special webinar featuring Steve in conversation with Placer AI's Head of Analytical Research RJ Hottovy. From changing shopping patterns to emerging market opportunities, shifting consumer demand continues to reshape the industry. So don't miss this data-driven session unpacking the most important trends defining today's marketplace and the strategies leading brands are using to win retail's future. It's all brought to you by Placer.AI and It all happens on Tuesday September 29 at 1pm ET..Register here today:https://www.placer.ai/discover-events/discover-shifting-consumer-demand About UsSteve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling author of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.Michael LeBlanc is a senior retail advisor, keynote speaker and media entrepreneur. Michael has delivered keynotes, hosted fire-side discussions hosted senior retail executive on-stage in 1:1 interviews worldwide. Michael produces and hosts a network of leading retail trade podcasts, including The Remarkable Retail Podcast, The Voice of Retail, The Food Professor, The FEED powered by Loblaw and the Global eCommerce Leaders podcast. He has been recognized by the NRF as a global Top Retail Voice for 2025 and 2026 and continues to be a ReThink Retail Top Retail Expert for the fifth year in a row.

Send us Fan MailWhere should AI stop and a human step in? Rebecca Stone has spent 20 plus years finding the line.Rebecca Stone, Chief Customer and Marketing Officer at Plume, joins Yanique Grant to unpack why clean, centralized data is the real foundation of customer experience, and where AI should augment the journey versus where a human relationship has to show up. From the name problem that makes one customer look like four, to using AI to carry context across every support tier, to building high performing teams, Rebecca shares practical moves any leader can use.In this episode:- The first move to make when your customer data is messy - Where AI ends and human connection has to begin - Using AI to carry customer context across every support tier - The tools Rebecca can't live without: Claude, Gong, Salesforce, Marketo - Building high performing teams with The Five Dysfunctions of a Team - The Colin Powell quote that keeps her on trackFeatured resources:Book: Made to Stick by Chip Heath and Dan HeathBook: The Five Dysfunctions of a Team by Patrick LencioniClaude (AI for building presentations and freeing up time)Gong (conversation intelligence and customer context)Salesforce (CRM and customer data)Marketo (marketing automation)Connect with the guest:LinkedIn: Rebecca Stone, connect and send her a messageCompany: PlumeFollow the show: X @NavigatingCX and join our private Facebook group, Navigating the Customer Experience Community. Hosted by Yanique Grant.

AI is moving fast into customer service, but customers are pushing back. With 59% saying AI agents feel frustrating, "set it and forget it" automation is not enough.We break down the AI trust gap, why fast answers do not equal helpful outcomes, and how to hold AI agents to the same standards as human ones: empathy, clarity, and responsible decisions. You will learn why most customers want AI and humans working together, with a clear path to a real person when things get complex.Walk away with practical steps: mystery shop your own AI agents, test messy real scenarios, and find the moments of truth where trust is won or lost. Subscribe and leave a review to help more CX leaders find this conversation.Resources Mentioned:Sign up for our newsletter -- https://experienceinvestigators.com/newsletter/Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

In this episode, we dive into why website analytics and star ratings fail to show the full customer journey.  Cheryl Zajac, VP of Client Insights at Bizrate Insights, shares how collecting pre-purchase and post-delivery feedback helps brands fix friction points and boost conversions.  She also reveals how to capture non-buyer insights, use targeted survey triggers, and balance AI data with human understanding to drive true growth. Topics discussed in this episode:  How star ratings hide critical checkout friction.What 98 percent of non-buying traffic reveals.Why pre-purchase surveys capture lost revenue.How targeted triggers improve response rates.What custom questions uncover about intent.Why small sample sizes deliver actionable insights.How post-delivery data boosts buyer retention.What drives shoppers to competitor websites.Why human empathy beats AI data analysis.How real customer feedback fixes site drop-offs.Star ratings tell you how customers feel. Bizrate Insights reveals what's driving those ratings, helping ecommerce brands create smoother shopping journeys, inspire confident purchases, and build lasting loyalty. Turn verified shopper feedback into clear priorities and better customer experiences. Learn more at bizrateinsights.com/coffee Links & ResourcesWebsite: https://bizrateinsights.com/coffee/LinkedIn: https://www.linkedin.com/company/bizrateinsights/X/Twitter: https://x.com/bizrateinsightsGet access to more free resources by visiting the show notes at https://tinyurl.com/yuhp9nv6______________________________________________________LOVE THE SHOW? HERE ARE THE NEXT STEPS!Follow the podcast to get every bonus episode. Tap follow now and don't miss out!   Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts   Join our Free Newsletter: https://newsletter.ecommercecoffeebreak.com/   Support The Show On Patreon: https://www.patreon.com/EcommerceCoffeeBreak   Partner with us: https://ecommercecoffeebreak.com/partner-with-us/

Customer journeys are no longer linear—and even the right brand message can fail to convert if customers don't encounter it when and where they need it. In this episode of Frictionless Growth Lab, Sonia Thompson explores how better messaging across the customer journey can reduce friction and improve conversion rates—no matter where customers enter your brand ecosystem. You'll learn how Mosaic Message Mapping helps brands deliver the right messages and signals across search, social, AI, websites, content, creators, products, and other key touchpoints. Because effective brand messaging isn't always copy. Sometimes it's an image, creator, customer story, piece of content, or experience that answers: “Is this for someone like me?” Chat about Mosaic Messaging: sonia@soniaethompson.com - or book a call: https://calendly.com/soniathompson/30min

If your membership signups have slowed down, your first instinct is probably to look at your sales page, your emails, or your pricing.Nine times out of ten, that's not where the problem actually lies.In this episode, I break down why stalled signups are almost always an audience growth problem in disguise, and I share seven proven strategies for keeping new people flowing into your world even after your membership is up and running.In this episode:Why stalled membership sales are almost always an audience growth problem, not a sales problemThe three core levers for growing your audience, and why they work best combinedHow to build a brand and content strategy that reaches people at every stage of the buyer journey, not just oneHow to repurpose your content so more of your audience actually sees itA repeatable framework for landing guest spots, collaborations, and other borrowed-audience opportunitiesWant the CLEAR framework as a ready-to-use template? Grab the free Collaboration Outreach Swipes, which includes the fill-in-the-blank pitch email, a leverage currency worksheet, and a pre-outreach checklist.And if you want a wider view of where the gaps in your membership business actually are, our free Membership Healthcheck is built for exactly that.Key Quotes & Takeaways:"It is almost always the audience growth that is the main culprit.""Your brand is what people say about you when you're not in the room.""Paid ads should amplify and accelerate what's already working organically. It's not a fix for a broken system.""Go in there and be a valuable member. Share useful tips, generously answer questions, contribute to discussions."You might also find useful:The 3 Pillars of Exponential Membership GrowthGrowing Your Membership with Joint Venture PromotionsUnderstanding the Customer Journey with Kenda Macdonald4 Tactics for Accelerating the Growth of Your Membership AudienceThank You For ListeningWe really appreciate you choosing to listen to us and for supporting the podcast.We would be eternally grateful if you would consider taking a minute or two to leave an honest review and rating for the show.They're extremely helpful when it comes to reaching our audience and we read each and every one personally!Finally, don't forget to subscribe to the podcast to make sure that you never miss an episode.

Alaska Airlines is proving that the best CX transformations make complexity disappear for customers. As Alaska Airlines and Hawaiian Airlines moved onto one technology foundation, the goal was to replace separate bookings, tickets, apps, and support channels with a more connected journey while preserving what makes each brand distinct. This week on The Modern Customer Podcast, Charu Jain, SVP of Merchandising and Innovation at Alaska Airlines, shares how technology, operational preparation, and human care can work together to transform CX at scale. Listen to the full epside now! Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com 

Escape rooms have a weird superpower: they make people feel confused, stressed, and slightly panicked and customers still walk out saying it was the best hour of their week. That's not an accident. It's a blueprint for intentional friction, where the experience is challenging enough to feel rewarding and supportive enough to stay fair.We unpack what escape rooms get right about customer experience design, including why most players don't actually “win” and still recommend it, and why repeated obstacles without help feel less like challenge and more like abandonment.From there, we connect the dots to everyday product and service design: the IKEA effect and why DIY increases value only when customers can succeed, CrossFit and other coaching models where accountability is the value proposition, and gamification mechanics like streaks that tap loss aversion to improve retention. If you're doing journey mapping or service blueprinting, you'll leave with a clearer way to remove unintentional friction while keeping the designed struggle that builds pride, loyalty, and lasting memories.Subscribe for more customer experience strategy, share this with a teammate who designs journeys, and leave a rating or review so more people can find the show.Resources Mentioned:Contact Experience Investigators -- https://experienceinvestigators.com/contact/Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

New research by PHD and WARC explores the scale, timeline and implications of agentic AI for the wider marketing ecosystem. PHD's Rohan Tambyrajah and WARC's David Tiltman join Anna Hamill to discuss the implications for marketing as decision-making increasingly evolves from human consumers to machine intermediaries, including the 'Four Modes' frameworks, and key recommendations to navigate this new dynamic. Read 'From abundance to agents: How the delegation of choice is transforming marketing' on WARC: https://www.warc.com/en/article/from-abundance-to-agents-how-the-delegation-of-choice-is-transforming-marketing-dda80ff252d141c4bdb7211d230f407d Guests: David Tiltman, Chief Content Officer, WARC Rohan Tambyrajah, Worldwide Chief Strategy Officer, PHD Anna Hamill, Senior Editor, The WARC Podcast Chapters: [00:00 – Introduction: Agentic AI and the new customer journey [02:18] – Defining the 'two audience problem': humans and AI agents [02:47] – Why this agentic AI research matters for marketing [04:47] – Utopia vs dystopia: The realistic business case for agentic AI [06:34] – The abundance problem: fragmented attention and declining effectiveness [07:00] – Delegation to AI agents: From discovery and planning to automated action [09:30] – Which categories will agentic commerce disrupt first? [11:49] – 'Four Modes' framework overview [15:25] – Applying the 'Four Modes' framework by category [17:26] – Diagnosing your category's current mode and spot signals of shift [20:15] – Developing human meaning and machine readability [22:31] – Effective advertising in an agentic AI world [25:02] – Balancing brand building, performance and agentic optimization [33:26] – Category entry points and mapping the agentic customer journey For 40 years, WARC has been providing the marketing industry with rigorous, unbiased evidence and expert effectiveness guidance. The WARC Podcast publishes a new episode every Tuesday and Thursday. Subscribe to The WARC Podcast here: https://www.warc.com/en/warc-podcasts Sign up to daily WARC News for free: https://www.warc.com/en/latest Book a demo: https://www.warc.com/en/subscribe

Der neue Grill ist kaputt – und die Kaufberatung startet nicht mehr bei Google oder Amazon, sondern in ChatGPT. Für Händler und Marken heißt das: Die entscheidende Phase der Customer Journey passiert, bevor der Kunde überhaupt auf der eigenen Seite landet. Wer dort mit den falschen Daten antritt, taucht in den KI-Empfehlungen gar nicht erst auf. Burkhard Richter, Director Digital Consulting bei Diconium, beschäftigt sich seit über 25 Jahren mit E-Commerce. In dieser Money-Monday-Folge nimmt er sich fünf Hypothesen zu Agentic Commerce vor und zeigt, was KI im Handel wirklich verändert – und was Händler jetzt konkret tun sollten. Wir sprechen darüber, warum aus SEO jetzt GEO wird, wieso Datensilos das größte Hindernis sind, warum KI eher Profitabilität als Wachstum bringt, wie sich die Rolle des Online-Shops verändert – und warum sich Kunden trotz aller Automatisierung wieder nach menschlichem Kontakt sehnen. Du erfährst... ...wie KI Kaufentscheidungen beeinflusst und Unternehmen darauf reagieren können. ...welche Rolle der Online-Shop in einer KI-geprägten Zukunft spielt. ...wie menschliche Interaktion trotz KI im Handel relevant bleibt. __________________________ ||||| PERSONEN |||||

Your Shopify discount strategy could be costing you sales and profit.Want to test smarter promotions on your Shopify store? Try 506's Shopify apps with an extended 30-day free trial using code WWS.Should you offer 10% off, give customers a free gift or encourage shoppers to spend more to unlock a better deal?In this episode, Nick is joined by Charlie Tyler from 506, the team behind EasyGift, 506 Sale & Bulk Discount, EasyScan and EasyLink, to reveal how Shopify brands can create promotions that increase conversion rates and average order value without unnecessarily sacrificing margin.You'll learn:When free gifts outperform traditional discountsHow to use spending thresholds to increase average order valueWhy some promotions train customers to wait for salesHow to run BOGO offers, quantity breaks and tiered discounts effectivelyThe biggest discounting mistakes Shopify brands makeCharlie also shares how growing ecommerce brands can use smarter promotions, urgency and offer structures to increase sales while protecting profitability.In this episode:(00:00) - Free gifts vs discounts(03:45) - How free gifts can increase AOV by 30%(05:05) - Finding the right free gift threshold(06:35) - What gifts should you offer customers?(10:10) - Mystery gifts and digital gifts(15:10) - Free gifts vs traditional discounts(20:10) - Automating Shopify discounts and offers(25:20) - Tiered gifting to increase customer spendFollow Winning With Shopify for practical ecommerce growth advice every Tuesday and Friday.Exclusive listener offers:506 - Extended 30-day free trial on Shopify apps with code WWS.Ships-A-Lot - Improve fulfilment costs and find hidden shipping margin leaks.Inventory Planner - Free seven-day inventory bootcamp.Omnisend - 30% off paid plans for three months with code WINNINGWITHOMNISEND.Yoast - 15% off Shopify and WordPress with code WWS15.About Winning With ShopifyWinning With Shopify is powered by Spec Digital, a PPC & SEO agency helping ecommerce brands grow through performance marketing.

AI is changing how customers discover, evaluate, and trust businesses, making authentic content and consistent customer experiences increasingly important. Heidi Ellsworth shares how small businesses can strengthen their marketing through online visibility, community involvement, useful content, referrals, and stronger customer relationships. She explains how transcripts and AI can make content creation easier, why human editing and authenticity still matter, and how better communication after the sale can turn satisfied customers into advocates. For businesses adapting their marketing strategy to AI, trust remains one of the most valuable assets they can build. 00:00 Introduction 00:50 How Roofing Inspired a Media Platform 03:17 How AI Is Changing Small Business Marketing 06:39 Why Offline Marketing Still Matters 09:17 Turn Transcripts Into Content With AI 12:15 The Customer Journey in the Age of AI 15:46 Great Service Drives Referrals 18:10 How to Strengthen Your Online Presence Rate, Review, & Follow If you liked this episode, please rate and review the show. Let us know what you loved most about the episode. Struggling with strategy? Unlock your free AI-powered prompts now and start building a winning strategy today!

What You'll Learn in This Episode:In this episode, Patrick Adams is joined by Rebecca Moyers, Director of Operational Excellence for the State of Missouri, for a preview of her session at the Lean Solutions Summit, The Feedback Advantage. Rebecca shares how the State of Missouri is using employee and customer feedback to guide process improvement, strengthen experiences, and focus limited resources on the improvements that matter most.The conversation explores how Missouri built an operational excellence community across 17 executive agencies, uses feedback to support both employee and customer experience, and applies omni-channel listening to better understand the entire customer journey. Rebecca also explains why organizations need to look beyond internal silos and consider whether every part of an experience connects seamlessly from the customer's perspective.Rebecca shares practical examples of collecting feedback through website interactions, surveys, call centers, and operational data, and emphasizes that organizations shouldn't ask for feedback unless they're prepared to act on it. Most importantly, she explains that these principles aren't limited to government or large organizations; teams in virtually any industry can use intentional feedback to improve processes, culture, and the experiences they create.Key Takeaways:Feedback helps organizations focus improvement efforts on what matters mostGreat customer experiences require looking at the entire journey—not individual silosEmployee and customer feedback become more powerful when paired with operational dataDon't ask for feedback unless you're prepared to act on itLinks:https://www.findleansolutions.com/lean-summit/https://www.findleansolutions.com/

AI is forcing every customer experience leader to choose: chase efficiency at any cost, or scale service without losing the human heart. Jeannie Walters sits down with Vincent Davis, Chief Customer Officer and SVP of Customer Experience at PG&E, to unpack what it takes to build empathy, accountability, and trust in a world where automation is everywhere and customer patience is thin.We dig into Chewy's approach to empathy at scale, and why values beat hype in an AI strategy. Customers don't feel your intentions, they feel the experience, especially during outages, service interruptions, and billing issues. We look at crisis readiness through United Airlines' handling of irregular operations, then dig into PG&E's work across digital channels, contact centers, billing, and insights. Vincent explains how an IVR named Peggy boosts containment and satisfaction while freeing agents for higher-impact work. We also cover customer obsession, employee experience, process simplification, and why customers measure every brand against the best they've had, from Amazon to Uber.If you care about customer experience strategy, AI in the contact center, proactive communication, and building trust when things go wrong, subscribe, share this with a CX leader, and leave a review with your biggest question about empathy and automation.About Vincent DavisWith more than two decades of experience in the energy industry, Vincent Davis leads with the conviction that customer experience is not one department's job, but a standard for the entire company.As Chief Customer Officer at PG&E (https://www.pge.com/), one of the largest customer experience organizations in the utility industry, he leads a team of roughly 2,000 coworkers, overseeing more than $22 billion in annual revenue and a portfolio of programs and products spanning everything from smart meters and billing to digital channels and customer service.Davis is the driving force behind Customer at the Heart, PG&E's award-winning initiative that has changed how the company approaches customer experience, with the mantra that the company will build trust by delivering a 10 out of 10 experience in every interaction. He believes customer trust is earned by being present in the communities PG&E serves and ensuring customer voices are reflected in business decisions. Davis's path to this role has taken him through nearly every part of the customer function, from leading PG&E's Energy Efficiency Programs group to directing a $1 billion demand-side management portfolio and spearheading an $850 million Advanced Meter Replacement initiative.Earlier in his career at Duke Energy, he led the Envision Charlotte program, a public-private sustainability partnership recognized by the Clinton Global Initiative.He holds a Bachelor of Science in Accounting from the University of South Carolina and an MBA from Queens University of Charlotte. He has executive management certifications from Stanford and UNC Chapel Hill. In 2022, he received the Leadership Excellence Award in Energy at the Energy Inclusion Conference.Follow Vincent on LinkedIn: https://www.linkedin.com/in/vincent-davis-6436a01Articles Mentioned:- Chewy's CEO Is Chasing ‘Empathy at Scale' (Inc) -- https://www.inc.com/stephanie-mehta/chewys-ceo-is-chasing-empathy-at-scale/91358987- Amazon Connect Customer Brings Live Sync and the Agentic CX Designer to CCW – Here Is Why That Matters (CX Today) -- https://www.cxtoday.com/ai-automation-in-cx/amazon-connect-customer-brings-live-sync-and-the-agentic-cx-designer-to-ccw-here-is-why-that-matters/- KeyBank modernizes its digital experience with customer relationships front and center (CX Dive) -- https://www.customerexperiencedive.com/news/keybank-modernizes-digital-experience-customer-relationships/823575/Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators Website -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

In this episode, you'll learn why customer journey mapping is the missing link to more effective brand messaging—and how connecting your buyer personas, customer journeys, and messaging strategy can remove friction and unlock stronger brand growth. You'll discover how to: Connect buyer personas, customer journey mapping, and brand messaging into one growth strategy Identify where different customer groups experience friction throughout their decision-making journey Develop messages that help the right customers confidently move forward Place those messages at the right touchpoints to improve conversions and customer experience Build a more effective marketing strategy that drives sustainable brand growth If you're a CMO, marketing leader, founder, or growth marketer looking to improve customer acquisition, increase conversions, and accelerate brand growth, this episode will give you a practical framework you can immediately apply. Frictionless Growth Lab: https://www.frictionlessgrowthlab.com/frictionfinder/ Chat about Mosaic Message Mapping: sonia@soniaethompson.com

In this episode, I break down the buyer awareness journey, a five-stage framework from Eugene Schwartz's Breakthrough Advertising that maps how someone moves from having no idea they have a problem to being ready to buy.I focus on the very first stage, problem unaware, because it's the biggest, cheapest, and least competitive audience available to you right now (and it's also the one most membership owners have no idea how to market to!).We cover what symptom-first marketing actually sounds like, why diagnostic content and case studies build trust faster than any sales page, and the mistakes that will lose this audience the second you make them.If you're tired of marketing that only seems to work on people who were already going to buy, this episode is for you.In this episode:What the buyer awareness journey is and why every stage needs a different kind of marketingWhy the problem unaware audience is the biggest and least competitive one you're not talking toHow to reframe your messaging from problem aware to symptom aware, in your audience's own wordsWhy diagnostic content, quizzes, and case studies build trust faster than sales copyThe mistakes that make problem unaware people tune you out immediatelyWant the exact questions to help your audience name their own problem? Grab the free Symptom Discovery Question Bank, full of ready-to-use prompts for your email list, quizzes, and social posts.And if you'd like a wider view of where the gaps in your membership business actually are, our free Membership Healthcheck is built for exactly that.Key Quotes & Takeaways:"Your job at this stage isn't to sell the solution, it's to give a name to the problem.""When you accurately diagnose and correctly name a problem that someone didn't even realize they had, you instantly become a trusted authority in their eyes.""This is someone who understands me better than I understand myself.""That market is saturated, it's expensive to acquire from, it's full of price-centered comparison shoppers."You might also find useful:Understanding the Customer Journey with Kenda MacdonaldBusting The Most Common Membership Marketing Myths9 Membership Marketing Tactics That'll Get You More MembersThank You For ListeningWe really appreciate you choosing to listen to us and for supporting the podcast.We would be eternally grateful if you would consider taking a minute or two to leave an honest review and rating for the show.They're extremely helpful when it comes to reaching our audience and we read each and every one personally!Finally, don't forget to subscribe to the podcast to make sure that you never miss an episode.

Send us Fan MailHave you ever felt like people just don't "get" what your business does?You tweak your website. Rewrite your copy. Experiment with AI. Yet somehow your message still isn't connecting with the right people.In this episode of Imperfect Marketing, Kendra Corman welcomes messaging strategist Katie Turner to unpack why messaging problems are rarely about finding better words. Instead, they often begin with unclear positioning, an evolving audience, or an offer that's no longer aligned with what buyers actually need.Katie shares why storytelling isn't about telling your personal story. It's about helping customers clearly see the journey from the challenge they're facing today to the transformation they'll experience by working with you.Together, Kendra and Katie discuss:• Why messaging problems usually start long before copywriting begins.• The connection between your offer, audience, positioning, and messaging.• How storytelling creates clarity and trust in B2B marketing.• Why AI is only as good as the context you provide.• How to differentiate your business, even in crowded industries.• Why understanding your buyer is the most valuable marketing skill you can develop.• Katie's biggest marketing lesson after more than 20 years in the industry.Whether you're a consultant, coach, agency owner, or service-based business, this episode will help you think differently about your messaging and give you practical ideas to make it resonate with the people you most want to serve.About Katie TurnerKatie Turner is a messaging strategist and marketing consultant who helps B2B professional service firms clarify their positioning, strengthen their storytelling, and create messaging that attracts the right clients. Connect with Katie:Website: https://kateturnermarketing.com/LinkedIn: https://www.linkedin.com/in/kateturnermarketing/If you enjoyed this episode, be sure to subscribe to Imperfect Marketing and leave a review. Your support helps us reach more business owners looking for practical marketing strategies that actually work. Looking to leverage AI? Want better results? Want to think about what you want to leverage?Check and see how I am using it for FREE on YouTube. From "Holy cow, it can do that?" to "Wait, how does this work again?" – I've got all your AI curiosities covered. It's the perfect after-podcast snack for your tech-hungry brain. Watch here