Podcasts about 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.

In dieser Folge des Onlineshop Geflüster Podcasts geht es um einen Margenkiller, den die meisten Shopbetreiber komplett übersehen: Rabatte und Discounts. Die Marge im E-Commerce ist ohnehin schmal. 10 bis 20 Prozent Profit sind für einen soliden, wachsenden Shop schon gut, viele liegen dauerhaft bei 5 Prozent. Das heißt, jeder einzelne Prozentpunkt, den du irgendwo rausholst, hat einen riesigen Impact auf den Profit. Und genau da versteckt sich das Problem: die Discountquote. Die meisten Shops wissen gar nicht, wie viel Prozent ihres Umsatzes durch Rabatte verloren geht. 15 bis 20 Prozent sind keine Seltenheit, und das geht direkt von der Top Line runter. Wer stattdessen auf 5 bis 10 Prozent kommt, holt am Ende zweistellige Profitmarge raus. Ich hab genug Shops gesehen, die auf plusminus null liefen und nach dem Rabatt-Stopp plötzlich 10 bis 15 Prozent profitabel waren, ohne dass die Kunden deswegen weniger gekauft haben. Auch nicht, obwohl die Konkurrenz weiter Rabatte gab und die Kunden jahrelang darauf trainiert waren. Du erfährst, warum du deine Discountquote überhaupt erst mal kennen musst, bevor du irgendwas optimierst, warum ein paar Prozentpunkte Rabatt am Ende die Hälfte deines Profits kosten können, und warum die typischen Ausreden (unsere Kunden sind daran gewöhnt, die anderen machen das doch auch) in der Praxis oft nicht stimmen. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

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

In dieser Folge sprechen Joubin Rahimi und Sebastian Stang, CRO von Magnolia, darüber, was eine Digital Experience Platform heute wirklich leisten muss, warum der Begriff DXP gerade selbst von Analysten neu sortiert wird und wie AI die Content-Erstellung im CMS gerade fundamental verändert. Du erfährst, warum Bring Your Own LLM der pragmatischste Weg in einer Token Economy ist, warum die Personalisierung vor zehn Jahren ein Versprechen war und jetzt erst real wird, und warum GEO zwar wichtig, aber nicht überschätzt werden sollte. Ein ehrlicher Inside Talk für alle, die Plattformstrategie, Commerce und Content endlich zusammen denken wollen. 3 Key Takeaways 1. DXP ist kein Produkt, sondern eine Orchestrierungslogik. Wer eine Plattform baut, kombiniert CMS, PIM, DAM und Commerce mit AI als verbindendem Layer. Den einen DXP-Standard gibt es nicht, und genau das macht die Auswahl deiner Tools strategisch so wichtig. 2. AI gehört in deine Workflows, nicht in die Zwischenablage. Copy-Paste zwischen ChatGPT, Claude und CMS ist die Übergangslösung, echte Adoption beginnt erst, wenn Content-Erstellung, Übersetzung und Publikation nahtlos im System laufen. Bring Your Own LLM ist dabei der richtige Ansatz, weil Compliance-Prozesse selten verhandelbar sind. 3. Personalisierung war zehn Jahre lang Versprechen, jetzt wird sie eingelöst. Hyperpersonalisierung bedeutet, dass die AI Inhalte und Seiten je nach Daten und Kontext automatisch zusammenstellt. Wer jetzt nicht startet, optimiert in zwei Jahren noch immer auf Standard-Templates, während andere Unternehmen längst individuelle Customer Journeys ausliefern.

In dieser Folge des Onlineshop Geflüster Podcasts spreche ich mit Alexandra von Sinchens, einem Atelier für Wolle und Strickanleitungen aus Fürth, über den Satz, an dem die meisten Shops scheitern: das beste Produkt bleibt ohne Marketing unsichtbar. Alexandra hat jahrelang nur organisch gepostet. Einmal hatte sie vorher einen Instagram Beitrag beworben, ohne Ergebnis und ohne zu verstehen, was da eigentlich passiert. Ihre Haltung damals war, Marketing ist ganz nett, wenn man ein bisschen was macht. Heute macht sie fast nur noch Marketing und ihre Designs. Wir haben gemeinsam den Onlineshop neu aufgebaut, das Marketing über Meta und Newsletter hochgezogen und die Basis sauber aufgesetzt, und damit die 100.000 Euro Monatsumsatz geknackt. Sie spricht offen darüber, dass Meta kontrollieren nicht ihr Lieblingsteil ist, dass der innere Schweinehund real ist und dass man genau die Aufgaben abarbeiten muss, die unangenehm sind, statt sie auf morgen zu schieben. Und sie sagt selbst, dass ihr das nur gelingt, weil sie für ihr Produkt brennt. Wer kein Produkt hat, für das er brennt, dem hilft auch das beste Marketing nicht. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

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 

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 |||||

In dieser Folge des Onlineshop Geflüster Podcasts geht es darum, wie weit die meisten Onlineshops beim Thema KI tatsächlich hinterherhängen. Und ja, das Gefühl trügt in den wenigsten Fällen. Was die meisten machen, ist ein paar Chats offen zu haben, vielleicht mal einen Custom GPT oder ein Projekt in Claude aufgesetzt und irgendein Tool für Bilder. Das ist nicht mal die Spitze des Eisbergs. Der zweite Fehler ist das genaue Gegenteil: die euphorische Nummer, bei der direkt eigene Tools und Dashboards gebaut werden. Nach einer halben Stunde steht etwas Brauchbares, nach Stunden ist es immer noch nicht gut genug, und es gibt längst ein fertiges Tool für 30 bis 100 Euro im Monat, das sich ständig weiterentwickelt. Der Weg dazwischen ist die Prozessdenke. Welche Kernprozesse bringen Geld aufs Konto, und wie machst du die mit KI schneller oder besser? Produktanlage zum Beispiel, wo Mitarbeiter fast nichts anderes tun als Titel und Beschreibungen zu schreiben, obwohl das per Knopfdruck bis in Shopify laufen kann. Und welche Aufgaben kosten viel Zeit, ohne Wertschöpfung zu bringen? Kundensupport, den Gründer viel zu lange selbst machen. Fotoshootings für 2.000 Euro, die in 95 Prozent der Fälle ein Tool für 50 Euro im Monat ersetzt. Freelancer für Shop-Änderungen, die du inzwischen selbst umsetzen kannst. Es fängt nicht mit den spektakulären Sachen an, sondern mit den langweiligen, die du jede Woche ein Stück weiterschiebst. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

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.

Online visibility has change, and if your practice feels harder to find than it used to, you're not alone.Search behaviour is shifting. AI is changing how people look for health information. Google is becoming more selective about what appears in search, practitioners are experiencing issues with Google Business Profiles, and the content strategies that worked a few years ago aren't necessarily delivering the same results today.In this August edition of The Practitioner Pulse, Cassandra looks at what's changing in online visibility, what she's seeing across practitioner businesses right now, and most importantly, what practitioners can do about it.In this episode:How AI is changing the way potential clients search for health informationWhy Google search isn't disappearing, but search behaviour is becoming more fragmentedWhat practitioners are experiencing with Google Business Profiles and website indexingWhy basic educational content may no longer be enough to get foundHow to create content that answers the questions clients are actually askingWhy experience, perspective and trust are becoming increasingly valuableThe importance of Google reviews and your email databaseWhy relying on one marketing platform leaves your practice vulnerableHow to build a broader marketing ecosystem around your practiceWhat Cassandra would prioritise if building practice visibility right nowThe good news? This shift doesn't mean you need to create more content.It means the quality, usefulness and trustworthiness of what you create matters more.The practitioners who adapt won't necessarily be the ones posting the most. They'll be the ones answering real questions, building genuine relationships and creating a practice that isn't dependent on one platform or algorithm.The Abundant Practitioner brings you practical conversations for practice success, with real-world insights into practitioner marketing, client attraction and building a thriving practice in today's changing market.Looking for personalised support with your practice?A limited number of places are currently available for Momentum Mentoring, my one-to-one mentoring program for practitioners.Over three or six months, we'll take a close look at your practice, identify what's getting in the way of growth, and work together on the strategy, marketing and practical changes that will move your business forward.Find out more about Momentum Mentoring below.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

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!

In dieser Folge des Onlineshop Geflüster Podcasts geht es um einen Satz, den ich seit dem Andromeda Update ständig höre: Meine Ads performen nicht mehr wie vorher. Andromeda war ein großes Algorithmus-Update von Meta. Deutlich leistungsfähigere Chips, besseres Targeting, und im Gegenzug verlangt Meta eines: größtmögliche Vielfalt. Nicht eine Ad mit zehn Mini-Varianten, bei denen ein Wort in der Headline oder eine Farbe im Bild anders ist. So hat das vor Jahren funktioniert, heute nicht mehr. Bei neuen Accounts starten wir deshalb meistens mit einer Kampagne, einer Anzeigengruppe und 20 bis 30 Tests, die so unterschiedlich wie möglich sind. Video, Bild, Katalog, Karussell, verschiedene Angles auf dasselbe Produkt. Wenn ich mir bei den Shops, die sich beschweren, anschaue was sie tatsächlich jede Woche umgesetzt haben, dann ist es fast immer zu wenig. Zu wenig Creatives, zu schlechte Tests, zu wenig Plan. Andromeda ist in dem Fall nicht das Problem, sondern nur der Auslöser. Es gibt genug Advertiser, die von dem Update überhaupt nichts gemerkt haben, weil die Foundations stimmen: Conversion Rate, durchschnittlicher Bestellwert, Zahlen im Blick und genug Volumen an guten Tests. Wer das nicht hat, wird auch beim nächsten Update wieder den Algorithmus verantwortlich machen. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

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!)

Wie misst man die Customer Journey wirklich richtig? Darüber habe ich 2025 mit Maxie Schmidt, VP und Principal Analyst bei Forrester gesprochen. Die Realität in vielen Unternehmen zeigt: Oft wird nur der Lifecycle analysiert, während echte, zielgerichtete Kundenreisen im Dunkeln bleiben. Maxie Schmidt räumt mit diesem Missverständnis auf und präsentiert das innovative "Four Lenses"-Modell von Forrester. Du lernst, wie die emotionale Ausgangslage (Baseline) die Wahrnehmung beeinflusst und warum das Ende einer Reise (Value Shape) entscheidend für die Kundenbindung ist. Ein unverzichtbarer Leitfaden für alle CX-Professionals, die von der reinen Datenanalyse in die wirksame Umsetzung kommen wollen. Weitere Themen: Warum Zielerreichung nur 30 Prozent der Kundenwahrnehmung ausmacht Kulturelle Unterschiede im Service-Erlebnis zwischen Ländern Die Rolle von Self-Service und menschlicher Unterstützung Wie man die wichtigsten Hebel für Optimierungen identifiziert Die Definition von aussagekräftigen Signal- und Erfolgsmetriken

In dieser Folge vom OMT-Podcast spricht Mario Jung (OMT GmbH) mit Juliane Schürer (eMinded GmbH), die zeigt, dass die KI Google Ads übernimmt – aber nur für diejenigen, die ihre Daten, Produktstruktur und strategischen Ziele im Griff haben. Für Dich bedeutet das: weniger operative Klickarbeit und deutlich mehr strategische Verantwortung. Viele operative Aufgaben – Gebote, Budgetverteilung, Netzwerkentscheidungen, Anzeigenerstellung – übernimmt die Plattform inzwischen selbstständig und in Echtzeit. Das bedeutet, dass weniger manuelle Detailarbeit, aber gleichzeitig eine deutlich höhere strategische Verantwortung herrscht. Die Qualität Deiner Daten, die Struktur Deiner Produktfeeds und die Definition Deiner Geschäftsziele entscheiden darüber, wie gut die KI performt. Fehlerhafte Tracking-Setups oder unklare Zielvorgaben führen dazu, dass Google auf einer falschen Realität optimiert – mit teuren Konsequenzen. Besonders im eCommerce wird deutlich, dass Performance Max (PMax) zwar der Motor vieler Accounts ist, aber nicht allein stehen darf. Klassische Search-, Brand- und Standard-Shopping-Kampagnen behalten ihre Berechtigung, weil sie Kontrolle, Transparenz und Lernfähigkeit sichern. PMax ist effizient, aber oft eine Blackbox. Deshalb brauchst Du ergänzende Kampagnen, um Brand-Traffic sauber auszusteuern, saisonale Peaks gezielt zu aktivieren und Lower-Funnel-Anfragen präzise abzufangen. Gleichzeitig verändern sich Suchanfragen durch KI: Nutzer:innen formulieren problemorientierter und dialogischer. Mit neuen Search-Features wie Max wird Google breiter ausspielen – und Du musst stärker mit negativen Keywords, Feed-Optimierung und klaren Segmentierungen gegensteuern. Der größte Hebel bleibt die Datenqualität. Sauberes eCommerce-Tracking, korrekte Umsätze, Warenkorbwerte, Produktkosten, Margencluster, Neukundenlisten und hochwertige Creatives bilden die Grundlage für wirtschaftlich sinnvolle Optimierung. Die Rolle von Google-Ads-Expert:innen wandelt sich: weg von operativer Klickarbeit, hin zu datengetriebener Strategie, Funnel-Architektur und Feed-Exzellenz. Wer jetzt investiert, stellt seinen Account zukunftssicher auf – denn KI wird die Suche, die Kampagnenlogik und die Customer Journey weiter verändern. Unternehmen, die früh testen und ihre Daten sauber halten, werden langfristig profitieren.

Could video be the secret weapon your customer journey is missing?In this episode of Marketing vs. the World, I sit down with Lucy Summers, co-founder of Indigo Illusions, to explore how animation and video can transform complex ideas into engaging, easy-to-understand stories. From overcoming the fear of high production costs to navigating the rise of AI in creative work, Lucy shares practical advice on how businesses of all sizes can use video to build trust and reduce friction.What You'll Discover- Mapping Video to the Customer Journey: Why different stages of the buyer's journey require different types of video, from short awareness clips to in-depth onboarding guides.- The Power of Animation for Complex Ideas: How animation can simplify difficult concepts, evoke emotion, and protect privacy, especially for charities and technical brands.- Creating Video on a Budget: Why you don't need a massive production crew to get started, and how simple, authentic content often outperforms big-budget productions.Whether you are looking to boost your website conversions or simply explain your product more clearly, this conversation will help you see where video fits into your strategy.Marketing vs The World is brought to you by Monday Clicks, the Content First SEO and GEO agency. We help ecommerce brands grow through smarter SEO, content, and AI-driven search. Connect with us on LinkedIn or, if you'd like to chat about how we can help you, get in touch.Marketing Vs The World is produced by Urban Podcasts.

In dieser Folge des Onlineshop Geflüster Podcasts spreche ich mit Tech-Experte Florian Kaiser über ein EU Gesetz, das gerade durch alle Newsletter und Feeds geistert und für die meisten Shopbetreiber real etwas ändert: den EU AI Act. Ab diesem Wochenende müssen KI generierte Bilder gekennzeichnet werden, und zwar nicht mit einem kleinen Hinweis im Footer, sondern direkt am Bild selbst. Florian erklärt den Unterschied zwischen KI generiert und KI modifiziert, warum auch ein echtes Produkt, das per KI auf einen echten Tisch gesetzt wird, schon darunter fällt, warum das digitale Wasserzeichen selbst einen bearbeiteten Screenshot überlebt und sich nicht entfernen lässt, und warum die Strafen mit bis zu 15 Millionen Euro oder 3 Prozent vom Jahresumsatz drastisch ausfallen. Für kleine Brands schätzen wir die akute Abmahngefahr gering ein, kennzeichnen ist trotzdem der pragmatische Weg. Im zweiten Teil geht es um die Verschiebung im KI Markt. Chinesische Open Weight Modelle haben zum Stand der amerikanischen Modelle aufgeschlossen, kosten einen Bruchteil und laufen mittlerweile in europäischen Rechenzentren, sodass keine Daten mehr in die USA gehen. Florians Rat an alle, die gerade tief in ein einzelnes Tool investieren: schieß dich nicht zu sehr darauf ein. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

Von selbst erstellten Bestenlisten bis zur Kennzeichnung KI-generierter Inhalte: In seiner monatlichen Solo-Podcastfolge ordnet Robin Heintze die aktuellen Entwicklungen aus dem Juli ein, die Marketing-Teams jetzt kennen sollten. Dabei wird vor allem deutlich, warum kurzfristige GEO-Hacks keine nachhaltige Strategie ersetzen.

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 dieser Episode gibt es große Neuigkeiten aus dem Digital- und Performance-Marketing! Matthias Stadelmeyer, President & CEO der NYORDA GROUP (ehemals Tradedoubler AB), erklärt die strategischen Hintergründe der Umfirmierung. Er berichtet offen über das organisatorische Innovator's Dilemma und warum es notwendig war, wachstumsstarke Spezialanbieter wie Metapic (Influencer Marketing) oder Appiness räumlich und kulturell vom klassischen Affiliate-Geschäft Tradedoubler zu entkoppeln. Im zweiten Teil tauchen Erik und Matthias tief in die neue AI-Welt ein: Mit Emna.ai bringt die Gruppe ein neuartiges Kampagnen-Tool auf den Markt, das weit über reine Visibility-Analyse hinausgeht. Matthias erklärt, wie LLMs wie ChatGPT, Gemini und Perplexity den gesamten Customer Journey komprimieren – von der Produktsuche bis zum Gutscheincode im selben Chat – und wie Brands durch gezielte Content-Optimierung auf Publisher-Seiten ihren Share of Voice in KI-Antworten aktiv steigern können. Über Matthias Stadelmeyer: Matthias Stadelmeyer ist President & CEO der NYORDA GROUP. Nach frühen Karriereschritten bei CANCOM stieg er 2007 bei Tradedoubler ein und verbrachte dort 19 Jahre in Führungspositionen im Sales- und Tech-Bereich in München und London. Von 2014 bis 2026 leitete er das Unternehmen als President & CEO und baute den schwedischen Performance-Pionier zu einer globalen Gruppe aus. Seit Juni 2026 führt er die an der Nasdaq Stockholm gelistete NYORDA GROUP (NYORDA AB), unter deren Dach Spezialanbieter wie Tradedoubler, Metapic, Appiness, Retail Bridge Media und Emna.ai vereint sind. Zudem lehrt er seit 2021 als Guest Lecturer für Digital Entrepreneurial Leadership an der Hochschule Fresenius. Der Marketing Transformation Podcast wird produziert von TLDR Studios.

Unsere freien Stellen: https://join.com/companies/broes-media In dieser Folge des Onlineshop Geflüster Podcasts geht es um die Meta-Lernphase, ein Thema, zu dem ich ständig gefragt werde und das aus meiner Sicht komplett überbewertet wird. Die Lernphase ist der Zeitraum, in dem Meta nach dem Start einer neuen Anzeigengruppe eine Richtung sucht, die funktioniert. Meta hätte dafür gerne 50 Conversion Events pro Anzeigengruppe und Woche. Rechne das mal durch: bei 40 Euro pro Kauf sind das 2.000 Euro Budget pro Woche für eine einzige Anzeigengruppe, fast 300 Euro am Tag. Wer jede Woche mehrere neue Anzeigengruppen startet, kann diese Vorgabe unmöglich erfüllen, und genau deshalb ist sie in der Praxis egal. Ich schaue mir den Status der Lernphase nicht mal an. Meta bezieht ohnehin alle Datenpunkte mit ein, also gestartete Kaufvorgänge, Warenkorb-Handlungen, Klickraten und die komplette Pixel-Historie deiner bisherigen Käufer. Selbst mit fünf oder zehn Käufen pro Woche kann Meta die richtige Zielgruppe liefern. Deswegen optimierst du immer auf Käufe, nie auf Warenkorb und schon gar nicht auf Traffic. Traffic-Kampagnen bringen dir nur Nutzer, die überall draufklicken und nirgendwo kaufen. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

Menschen kaufen auch 2026 noch. Aber sie kaufen anders. Wirtschaftlich anspruchsvolle Zeiten, unzählige Angebote und KI verändern, wofür Menschen heute überhaupt noch bereit sind, Geld auszugeben. Gleichzeitig wird der Markt lauter: Während die einen mit immer extremeren Versprechen verkaufen, schaut eine andere Käufergruppe sehr viel genauer hin. Was bedeutet das für Dich als Solopreneur? In dieser Folge spreche ich darüber, was gutes Verkaufen 2026 ausmacht, warum Problemklarheit, Lösungsklarheit und Angebotsklarheit wichtiger werden und weshalb Deine Aufgabe als Verkäufer heute immer stärker darin besteht, Menschen bei einer guten Kaufentscheidung zu unterstützen. Außerdem schauen wir darauf, warum einzelne Verkaufsmaßnahmen nicht mehr ausreichen und wie daraus ein systematischer Verkaufsprozess entlang Deiner gesamten Customer Journey entsteht. Eine Folge für Dich, wenn Du verkaufen willst, ohne lauter, aggressiver oder unseriöser werden zu müssen.

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.

Warum klassische Suchwege nicht mehr reichen und welche Rolle Social Search, KI-Suchen und unterschiedliche Zielgruppen heute für Marken und Shops spielen. Fünf spannende Fragen aus der Folge - Warum reicht klassische Google-Sichtbarkeit für viele Unternehmen nicht mehr aus? - Wie verändert sich die Customer Journey durch TikTok, Instagram und KI-Suchen? - Welche Folgen haben AI Overviews und No-Click-Searches für organischen Traffic? - Warum funktionieren alte SEO- und SEA-Ansätze immer seltener wie früher? - Wie lässt sich ein individuelles Such- und Sichtbarkeits-Setup sinnvoll aufbauen? Das sagt Katharina: „Die Suche ist multidimensional geworden. Wer nur noch auf Google stattfindet, hat nicht mehr die Garantie, alle Kunden abzugreifen.“ Mit: Katharina Knolle, Strategische Leitung Paid Media Marketing bei webnetz

Was ist eine Customer Journey wirklich? In dieser Folge spricht Markus Pirker mit Christine Krimmel, CX-Beraterin und Co-Gründerin der CX Agentur, über Customer Journeys, Customer Lifecycle und warum Personas ohne Research bestenfalls eine Krücke sind.Wer ist Christine Krimmel?Christine ist Co-Gründerin der CX Agentur mit 18 Jahren CX-Erfahrung. 2013 gründete sie das CX Forum und unterrichtet CX an der WU Executive Academy. Sie war bereits in Folge 103 zu Gast, wo es um Sinus-Milieus ging.Warum das Thema jetzt relevant istWer "was ist eine Customer Journey" googelt, findet Modelle wie Awareness oder Retention. Christine nennt das Inside-Out gedacht: aus der Organisation, statt aus Kundensicht. Eine echte Journey beginnt beim Bedürfnis der Kund:innen und endet, wenn dieses erfüllt ist.Customer Journey vs. Customer LifecycleChristine unterscheidet zwischen einer einzelnen Journey, etwa der Reparatur eines Modems, und dem gesamten Customer Lifecycle. Anhand einer Anekdote zeigt sie, wie Interviews mit wenigen Kund:innen ein systematisches Serviceproblem aufdeckten, das in den Gesamtzahlen unterging.Warum reichen Personas allein nicht aus?Personas ohne echte Gespräche sind laut Christine bestenfalls eine Krücke. Sie empfiehlt sechs bis acht Interviews, um relevante Themen zu identifizieren, bevor man in die Breite geht.Key TakeawaysEine Customer Journey beginnt beim Bedürfnis der Kund:innen, nicht bei internen Prozessen.Klassische Modelle wie Awareness sind Inside-Out gedacht.Timestamps(03:53) Kundenbedürfnisse und die Customer Journey(09:40) Root Cause Analysis und deren Bedeutung(12:14) Qualitative Interviews zur Verbesserung der Customer Journey(15:04) Strategische Ansätze zur Optimierung der Customer Journey(20:17) Mindset-Shift von Inside Out zu Outside In(27:15) Personas und Customer Journeys(31:46) Der erste Schritt zur Outside-in-Perspektive(41:17) Verantwortung für die Customer ExperienceChristines LinksChristines LinkedInCX Agentur WebsiteÄhnliche FolgenE103: Christine Krimmel über Sinus-Milieus und irrationale menschliche Natur in der CXE58: Manuel Schnell über Kelags Erfolgsrezept für 98% KundenzufriedenheitMarc Busch über strukturierte Daten, SUS, NPS und KI-Interviews im UX ResearchDanke fürs ZuhörenIch hoffe, ihr konntet aus dieser Folge von UX Heroes konkrete Ideen für bessere User Experiences mitnehmen. Wenn ihr auch die nächsten Episoden nicht verpassen wollt, abonniert UX Heroes auf Spotify, Apple Podcasts oder in eurer Lieblings-Podcast-App.Eine Bewertung oder 5-Sterne-Rezension hilft uns sehr dabei, noch mehr Menschen zu erreichen, die sich für UX Design, UX Research, Product Discovery und bessere digitale Produkte interessieren.Habt ihr Fragen, Feedback oder Themenvorschläge? Dann schreibt uns gerne an podcast@userbrain.com. Ihr findet mich auch auf LinkedIn unter Markus Pirker.Bessere UX-Entscheidungen mit UserbrainUX Heroes ist ein Podcast von Userbrain. Mit Userbrain könnt ihr schnelle und unkomplizierte User Tests durchführen, um herauszufinden, wie echte Nutzer:innen eure Website, App, euren Prototypen oder eure Produktidee erleben.Dank KI-Unterstützung erstellt ihr euren User Test in wenigen Minuten. Erste Ergebnisse sind innerhalb weniger Stunden verfügbar, damit ihr schneller erkennt, wo Nutzer:innen Probleme haben, was sie verwirrt und welche Verbesserungen wirklich wichtig sind.Userbrain hilft UX-Teams, Product Manager:innen, Marketer:innen und Gründer:innen dabei, bessere Entscheidungen auf Basis von echtem Nutzerfeedback zu treffen.Kostenlos mit Userbrain startenProbiert Userbrain aus und startet euren ersten User Test: Geht auf userbrain.com/podcast, erstellt einen kostenlosen Account und bekommt die ersten 2 Tester:innen im Wert von 90 € geschenkt.

Zu unseren freien Stellen: https://join.com/companies/broes-media In dieser Folge des Onlineshop Geflüster Podcasts spreche ich mit Alexandra, der Gründerin von Sinchens. Ex-Juristin, ausgestiegen aus dem Referendariat, dann ein Wollladen in Fürth aus reiner Leidenschaft, knapp vor Corona eröffnet. Neun Monate später kam der Lockdown, und einen Onlineshop gab es noch nicht. Über 35.000 Euro im Monat sind Laden und Shop zusammen nie hinausgekommen, egal was sie probiert hat. Gelebt hat sie davon nicht, ihr Mann hat sie durchgefüttert. Der Wendepunkt war eine Entscheidung gegen das Bauchgefühl: Geld nicht in mehr Ware stecken, sondern ins eigene Wissen und in bezahlte Werbung. Vorher lief alles rein organisch über Instagram. Zwei Dinge haben den Sprung gebracht: Meta Ads, die von Anfang an liefen, und der Launch eines eigenen Strickmagazins zusammen mit einem großen Hersteller. Ein Produkt für rund zwölf Euro, also ein extrem niedriger Warenkorb, mit dem Performance Marketing normalerweise nicht funktioniert. Bei Sinchens schon: über 13.000 verkaufte Magazine allein über den eigenen Shop, getragen von Nische, Community und dem Momentum des Launches. Du erfährst, warum jahrelanges organisches Wachstum bei ihr an eine harte Decke gestoßen ist und was sich mit bezahlter Werbung verändert hat, warum ein Warenkorb unter 25 Euro fast immer zum Scheitern verurteilt ist und wann er trotzdem trägt, und was der Weg in sechsstellige Monate mental gekostet hat, bis hin zur kleinen Ehekrise. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

In dieser Folge von „Kein Erfolg ist eine Absicht®“ spricht Markus Mensch mit Manuel Spors über die unbequeme Wahrheit im Marketing. Viele Unternehmer glauben, dass sie ein Marketingproblem haben. Zu wenig Reichweite, zu wenig Leads, zu wenig Anfragen, zu wenig Umsatz. Doch oft liegt das eigentliche Problem tiefer: in der Struktur. Manuel Spors spricht darüber, warum Unternehmer ihr Marketing nicht einfach blind abgeben sollten, warum Agenturen und Marketingmitarbeiter nur dann wirklich funktionieren können, wenn Angebot, Vertrieb, Customer Journey und Nachbetreuung klar sind, und warum viele Unternehmen jedes Jahr unnötig Budget verbrennen. Außerdem geht es um einen der größten Marketing-Mythen der letzten Jahre: Ads skalieren automatisch. Markus Mensch und Manuel Spors diskutieren, warum bezahlte Werbung unterstützen kann, aber kein Ersatz für ein funktionierendes Geschäftsmodell, klare Positionierung und organischen Markenaufbau ist. Ein weiteres Thema ist die Frage: Lieber eine Million Euro oder eine Million Follower? Manuel entscheidet sich zunächst für das Geld, Markus für die echten Follower, weil aus echter Reichweite mit dem richtigen Angebot deutlich mehr entstehen kann. Die Folge zeigt, warum Unternehmer nicht jedem neuen Trend hinterherlaufen sollten, warum Pricing und Verkauf oft unterschätzt werden und weshalb Struktur im Business einer der größten Hebel für Wachstum ist. Manuel gibt außerdem persönliche Einblicke in seine Zeit in der Business Elite, seinen Einstieg in den Private Marketing Club und die Frage, warum ihn die Zusammenarbeit mit Markus Mensch herausgefordert, aber auch weitergebracht hat.

Björn hat sich Dennis Oettershagen (Verkaufsleiter bei Frosted Games) sowie Benjamin Böttcher (bekannt unter dem Namen Pottgamer als Youtuber, Podcaster aber inzwischen vor allem Vertriebsprofi) für einen Plausch geschnappt und über das Thema Vertrieb in der Branche gesprochen. Customer Journey, Baustellen in der Branche und vieles mehr wird von den beiden aufgriffen und Björn konnte sich größtenteils genüsslich zurücklehnen ;) Leider endet das ganze ein wenig abrupt durch ein technisches Problem also nicht wundern. Hoffentlich gibt es irgendwann einen zweiten Teil. Genug Gesprächsstoff ist definitiv vorhanden. Trotzdem ganz viel Spaß beim reinhören. 00:15 – Einführung: Vertrieb in der Brettspielbranche 02:27 – So funktioniert Vertrieb im Brettspielmarkt 07:42 – Stationärer Handel und Kundenerlebnis 21:13 – Fachhandel, Onlinehandel und große Ketten 29:43 – Wie Fachhandel neue Spieler gewinnt 36:28 – Vertrieb als professionelle Aufgabe 42:55 – Kaufverhalten und Produktqualität 48:53 – Hauptbaustellen: Daten und Digitalisierung 51:38 – Preise, Margen und wirtschaftliches Risiko 55:18 – Finanzierung und Zukunft der Verlage 66:23 – Abschluss Powered by Spieletastisch.de präsentieren wir Euch nun wieder regelmäßig spannendes aus der Welt der Brettspiele. Egal ob interessante Partien, Interviews und Einblicke in die Branche oder auch mal Spaßiges wie Quizfolgen und Specials. Hier seid Ihr immer ganz nah dabei. Unter https://linktr.ee/brettspielpodcast findet Ihr alle wichtigen Links egal ob Audio Podcast, Website/Blog, Discord und Social Media Kanäle. Folge direkt herunterladen

Unsere freien Stellen: https://join.com/companies/broes-media In dieser Folge des Onlineshop Geflüster Podcasts geht es um Perfektionismus, eine der größten Blockaden, wenn du Creatives produzieren willst, die wirklich performen. Perfektionismus kostet dich Zeit. Während andere 20 Creatives erstellen, schaffst du zwei, weil jedes einzelne perfekt aussehen und zur Brand passen soll. Das andere Extrem ist genauso falsch: Creatives ohne Hypothese rausrotzen, ohne zu wissen, was du eigentlich testest. Die Wahrheit liegt in der Mitte. Mach dir Gedanken, was du kommunizieren willst und welches Format du testest, und komm dann zügig in die Umsetzung. Lieber jede Woche fünf gute Creatives live bringen als alle drei Wochen zwanzig auf einmal. Der Punkt, der vielen wehtut: Solange du keine 50 Millionen im Jahr machst, ist perfekte Brand-Konsistenz egal. Gerade die hässlichen Creatives performen oft am besten, weil sie nicht nach Werbung aussehen und den Scroll brechen. Ein Beispiel aus unserer Betreuung ist eine Kundin im Bereich Hundezubehör, deren Bestperformer seit Monaten ein Video ist, in dem die Gründerin neun Minuten lang statisch vor der Kamera steht und ihre Hundeleine erklärt. Keine Musik, keine Schnitte, kein B-Roll. Und wenn ein Creative nicht funktioniert, spielt Meta es ohnehin kaum aus. Du kannst also nichts verlieren. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

"We value your feedback.” “Thanks for your patience.” “We apologize for any inconvenience.” Most of us have heard these lines so many times that we can feel our skepticism kick in before the sentence even ends. That reaction isn't cynicism for no reason. It's what customers learn when the message sounds caring but the experience doesn't match the promise.We get honest about how organizations "fib" to customers without meaning to, from org charts dictating the customer journey to feedback that vanishes with no follow-up. We also tackle the biggest expectation gap of all: overpromising, and why the goal isn't perfection, but believable, honest CX leadership that keeps the promises we choose to make.Subscribe, leave a rating and review, and share it with a teammate who owns messaging, handoffs, or service promises.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.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!)

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

A B2B company's website is so much more than a passive “digital shop window.” When engineered and promoted strategically, it can help you establish category credibility, capture high-intent demand, generate qualified leads, and ultimately, build pipeline. Unfortunately, many B2B companies still treat their website like a digital brochure, leading to prospect drop-off and leaking revenue without the marketing teams even realizing it. So, how can marketing leaders address this critical issue and turn their websites into one of their company's best-performing revenue assets?That's why we're talking to Cameron LiButti (Founder, Bidview Marketing), who shared real-world case studies and his signature framework for how to transform your B2B website into a revenue-generating machine. During our conversation, Cameron highlighted the value of defining your Ideal Customer Profile (ICP) and why it's important to drive conversion clarity by removing low-value “content clutter.” He also shared an incredible customer success story, where a strategic website redesign resulted in a 3,000% increase in leads within 30 days without any marketing spend. Cameron also discussed the value of mobile optimization and high-converting calls to action (CTAs) to improve the user experience. He also stressed the significance of aligning branding with the businesses identity and values, and cited exampled from medical and legal practices.

Calling empathy a “soft skill” sounds harmless until you see what it does to your customer experience and your retention numbers. We dig into the uncomfortable pattern where leaders say they want people to feel heard and valued, then invest almost all training time in systems, process, and compliance. The result is predictable: frontline teams feel unsupported in the moments that require judgment and compassion, customers sense the disconnect, and both groups walk away.From inconsistent experiences that erode brand trust to the steep cost of attrition and lost institutional knowledge, we connect “soft skills” investment directly to business outcomes. If you're ready to turn customer experience into a winning business strategy, listen now, then subscribe, share this with a leader who owns onboarding, and leave a review with the one “human skill” you want your organization to take seriously.Looking for more help with CX strategy? Contact Experience Investigators -- https://experienceinvestigators.com/contact/Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.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!)

Consistency sounds boring until you realize it's the fastest path to trust and the easiest way to spot what's broken. In this CX Pulse Check episode, Jeannie Walters is joined by Nick Westergaard, host of the On Brand podcast and author of Brand Now and Get Scrappy, to look at what actually moves the needle in customer experience (CX) and brand building when attention is scarce and expectations are high.We dig into why major brands point to reliable basics as the key to their turnarounds: better training, smoother checkout, smarter inventory, and fewer “almost good enough” moments. Nick shares a simple mental model for this kind of work: stop chasing one huge “wow” and start raising the floor everywhere. When customers know what to expect, they don't just come back, they give you more grace when something goes wrong.Then we zoom in on neuroscience and cognitive load, the hidden force behind friction. Customers live in constant partial attention, and every extra step, confusing choice, or unnecessary question drains their mental energy. We talk about why simplification often beats adding features, how AI customer service earned distrust through bad early experiences, and what it takes to use automation without getting in the way.We close with brand storytelling and cultural moments, including what we can learn from campaigns that hit at the right time and why even a small change like a Spotify icon can spark big feelings in a deeply personal product. If you want a sharper CX strategy, better customer journey design, and a clearer brand experience, hit play, subscribe, and share this with someone who owns a form, a flow, or a brand decision. If you have a question for the podcast, leave a message at askjeannie.vip.About Nick WestergaardNick Westergaard (https://www.nickwestergaard.com/) is an author, educator, and speaker. He's spent his career building standout brands at organizations of all sizes—from small businesses to Fortune 500 companies to President Obama's Jobs Council. Nick teaches at the University of Iowa's Tippie College of Business, where he leads the Story Lab program. He's the author of the books Brand Now and Get Scrappy, a contributor to the Harvard Business Review, host of the popular On Brand podcast, and a Moth StorySLAM Champion. An in-demand keynote speaker at conferences throughout the world, his work helps those struggling to stand out in our crowded, distracted world.Follow Nick on LinkedIn: http://www.linkedin.com/in/nickwestergaard Follow Nick's Podcast – On Brand - https://www.nickwestergaard.com/on-brand-podcast/ Follow Nick on Instagram - https://instagram.com/nickwestergaard Articles Mentioned:- Why 3 major brands see a consistent experience as key to their turnarounds (CX Dive) -- https://www.customerexperiencedive.com/news/3-major-brands-consistency-key-turnaround-efforts/822944/- Rethinking CX: The role neuroscience plays in developing the customer experience (Retail Customer Experience) -- https://www.retailcustomerexperience.com/blogs/rethinking-cx-the-role-neuroscience-plays-in-developing-the-customer-experience/- Every Brand Has a Story to Tell — CMOs Decide How and When to Tell It (Variety) -- https://variety.com/2026/biz/news/walmart-cmo-nfl-spotify-loreal-cannes-lions-variety-1236788926/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!)

Some women market without even trying, and their posts land, their emails get opened, their offers sell. Meanwhile, you're doing all the right things and still hearing crickets. The difference usually isn't talent. It's whether you've actually mapped your customer journey. In episode 336, I released a free lesson from my signature program, Effortless Sales, and the response was so strong that I wanted to share another one. This lesson is all about the customer journey, from the moment someone meets you to the moment they buy and beyond. Grab a journal for this one. It's short, but it's dense. WHAT YOU'LL LEARN How to spot the single most profitable thing you already sell, even if it's not your top earner Why knowing exactly where your people come from changes the words you use to welcome them The two questions that determine whether someone takes action once they land in your world What to do when someone doesn't take that action, and why it doesn't mean anything's wrong How to build a follow-up system that feels like hosting a party, not chasing a sale Why the experience after someone buys matters as much as the sale itself   RESOURCES MENTIONED  The Art of Receiving (12-week program, formerly Effortless Sales): sarahwalton.com/art-of-receiving   READY TO BUILD YOUR BUSINESS? If this episode had you rethinking your own customer journey, let's talk about it. As my free gift to Girlfriends, I offer a 30-minute discovery call. Book here: https://app.acuityscheduling.com/schedule.php?owner=13047670&appointmentType=2244195   FREE GIFT FROM SARAH Get Sarah's Freedom Calculator and discover how much your business needs to make to finally be free. Download at https://sarahwalton.com/freedom   LEARN FROM SARAH Explore Sarah's online courses and free resources to start building your business with confidence. Online Courses: https://sarahwalton.com/online-courses Free Resources: https://sarahwalton.com/free-resources   CONNECT WITH SARAH Website: https://sarahwalton.com/podcast YouTube: https://www.youtube.com/@TheSarahWalton Instagram: https://instagram.com/thesarahwalton   ABOUT SARAH WALTON Sarah Walton is a wealth consciousness coach, strategic advisor, podcast host, and mentor who helps women entrepreneurs build businesses they love. Her mission is simple: to put more money in the hands of more women. She's the creator of the Abundance Academy, The Art of Receiving, and the Game On Girlfriend® podcast. Sarah teaches authentic, heart-centered business strategies because when women have more financial power, they don't just keep it — they use it to take care of their families, support their communities, and build something bigger than themselves.   RELATED GAME ON GIRLFRIEND® EPISODES YOU'LL LOVE Episode 336: How to Use Scarcity Tools in Sales Without Feeling Slimy — https://sarahwalton.com/scarcity-tools-sales-abundance/ Episode 272: Marketing Not Working? This Might Be Why with Victoria Hajjar — https://sarahwalton.com/marketing-not-working/ Episode 319: Why Your Business Feels Stuck (And the Limiting Beliefs Keeping You There) — https://sarahwalton.com/why-business-feels-stuck-limiting-beliefs/   LOVE THE SHOW? LEAVE US A REVIEW! Thank you so much for listening. I'm honored that you're here, and I'd be grateful if you could leave a quick review on Apple Podcasts by clicking here, scrolling to the bottom, and clicking "Write a review." Your reviews help other women entrepreneurs find the show and get the support they need to build businesses they love. Thank you for being part of the Game On Girlfriend® community! (If you're not sure how to leave a review, you can watch this quick tutorial.)  

How do you break out of a performance plateau without extra budget? Footwear brand FitFlop is walking the talk (in FitFlops, of course). Fitflop's Brittany Ellam and Ash Singh from Jellyfish join WARC's David Tiltman to discuss how the brand tapped into thinking from The Multiplier Effect, and the impressive results it achieved by embracing a better approach to investing in brand and performance marketing. Guests: Brittany Ellam, Interim Global Head of Acquisition & Media, FitFlop Ashwin Singh, Media Strategy Director, Jellyfish Chapters: 00:00 – Intro: Why FitFlop is a ‘multiplier effect' case study 02:57 – FitFlop's story: from comfort innovation to global brand 04:46 – Hitting the performance plateau: shrinking baselines, falling CVR 08:00 – Jellyfish's diagnosis: mental availability, not demand, is the problem 12:59 – Funding brand without extra budget: cutting low-intent traffic 17:46 – The “dynamic replenishment loop” explained 22:17 – Build–Nudge–Connect: rethinking creative and social proof 29:35 – Results: +68% ROAS, +30% revenue and rising conversion rates 36:24 – Internal buy-in, learnings and advice for marketers 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-podcastsSign up to daily WARC News for free: https://www.warc.com/en/latestBook a demo: https://www.warc.com/en/subscribe

Too many service businesses think they have a marketing problem when they actually have a systems problem. They're posting on social media, testing ads, updating their website, experimenting with local email marketing, and creating endless business marketing content. Yet leads remain inconsistent and growth feels harder than it should.This is where local business marketing often goes wrong. Business owners collect tactics without understanding how those tactics work together. More visibility doesn't automatically create more customers. Because awareness alone isn't enough. People need a clear path from discovering your business to trusting you and ultimately taking action.Every customer journey starts with a problem. Whether someone needs a landscaper, photographer, financial advisor, or another service provider, they begin by searching for a solution. Getting found is important, but it's only the first step. Effective local business marketing requires a system that guides prospects through every stage of decision-making.As prospects evaluate their options, they ask important questions. Can they trust you? Do you understand their situation? Are you different from the competition? This is where strong messaging matters. For any local business strategist, the goal isn't simply generating attention, it's building confidence and removing friction throughout the buying process.Sales conversations create another common leak. Many business owners shift from helping to pitching. But customers aren't looking for features and packages. They're looking for outcomes. This insight is essential for a local business copywriter creating messaging that connects with real customer needs and motivations.The strongest businesses understand that local business marketing is not about adding more tools. It's about building a customer journey that moves people from awareness to trust to action. When every touchpoint supports the next step, marketing becomes simpler and more effective.If your leads seem to disappear somewhere between discovery and conversion, it may be time to examine the entire system. Because successful local business marketing isn't about doing more. It's about doing the right things in the right order. And that's exactly how sustainable growth happens.Book a free call to identify where your customer journey is breaking down and discover the next best step for your business.Free Copy Call: Book it now. This episode was mixed and edited by Cardinal Studio.

AI is moving fast, but customer trust is moving the other way and that should make every customer experience leader pause. We've all seen the rush to deploy chatbots, automate support, and squeeze more efficiency out of service operations. The problem is that customers don't grade you on “AI adoption.” They grade you on whether they can get the job done, feel respected, and leave the interaction confident they were heard. We dig into why so many people say they “hate AI” when what they really hate is a broken experience: circular chatbot loops, unclear paths to resolution, and zero way to reach a human. We also talk about the less obvious wins, like AI that helps customers find answers inside an app, makes shopping easier, or offers proactive guidance at the right moment. When AI is designed around the customer journey, it can earn trust the same way humans do by showing up with the right help at the right time. To make this practical, we share three questions you can use this week to evaluate any AI in customer service or generative AI initiative: Is it working for the customer? What should this moment feel like? Can they always reach a human? We also make the case for human-in-the-loop support for nuanced situations and for transparency as a non negotiable trust signal. If you want AI that scales without sacrificing the experience, start here, then subscribe, share this with your team, and leave a review so more CX leaders can find it.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators -- 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!)

AI agents are already shopping, comparing, booking, and contacting support for the customers we've spent decades trying to understand. That means customer experience is no longer judged only by what a person feels in the moment, it's also scored by what an AI can find about your brand across policies, pricing, FAQs, reviews, and the broader web. If that idea makes you a little uneasy, good. It's the wake-up call CX leaders need right now. I break down what “agentic AI” changes in the customer journey and why it creates a world with no fine print. When an agent can surface your warranty terms, return rules, delivery performance, and reputation signals in seconds, the gaps between your brand promise and real experience become impossible to hide. We talk about the trust signals AI is likely to reward, including transparent pricing, clear and consistent policies, accurate product information, reliable delivery, and responsive customer service. Consistency stops being a nice-to-have and becomes the proof your brand can be trusted. And we don't lose the human part. Emotions still drive loyalty because people still make the final decision about who they trust. I share why a clear customer experience mission statement matters more than ever, especially if you're training internal teams and tools around a defined promise of how you want customers to feel. You'll leave with practical next steps: experiment with AI like a customer, audit your digital experience, remove hidden friction, and tighten the public signals that shape recommendations. If an AI agent evaluated your brand today, what would it say about your customer experience? Listen now, then subscribe, share with a CX leader, and leave a review.Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators -- 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!)

This Summer SEO Rewind episode is one you may have missed, but it is worth coming back to in 2026 ...especially if you're trying to create content that actually helps your audience instead of just adding more noise to the internet.In this conversation, I'm joined by Christine McLean Lewis to talk about how content and expertise work together, why your content should be built around the customer experience, and how different types of content assets:blog posts, videos, case studies, podcasts, social content, and more ...can support your audience at different points in their journey. Christine explains that a content asset is anything you create to solve a specific problem or answer a customer's question, which is such a helpful way to think beyond “just write another blog post.”This episode also digs into linkable assets, original research, social proof, user-generated content, and why case studies matter so much when you want your content to build trust. Not just traffic.And honestly? In 2026, this message matters even more. With AI-generated content everywhere, the brands that stand out are the ones willing to bring real expertise, real examples, real customer insight, and real proof into their content. Christine's best advice still hits: don't follow the crowd. Instead, showcase your expertise.So if you're a solopreneur, small business owner, ecommerce seller, or content creator wondering how to make your content more useful, more strategic, and more connected to your actual customers, this rewind episode is a perfect listen. Think of it as a reminder that better SEO starts with better service to the person on the other side of the screen.Text me your questions or comments!Hey, Shopify store owners! (Especially if you're selling on Etsy, too!)Here's a quick question: Are people actually finding your products on Google?If SEO feels confusing, overwhelming, or like something you'll "get to later", this is for you.I'm hosting a free, seven day Shopify SEO challenge that breaks it down into simple, doable steps.No tech headaches, no fluff. Join us at  Hey, Shopify store owners! (Especially if you're selling on Etsy, too!)Here's a quick question: Are people actually finding your products on Google?If SEO feels confusing, overwhelming, or like something you'll "get to later", this is for you.I'm hosting a free, seven day Shopify SEO challenge that breaks it down into simple, doable steps.No tech headaches, no fluff. Join us at aise  Hey, Shopify store owners! (Especially if you're selling on Etsy, too!)Here's a quick question: Are people actually finding your products on Google?If SEO feels confusing, overwhelming, or like something you'll "get to later", this is for you.I'm hosting a free, seven day Shopify SEO challenge that breaks it down into simple, doable steps.No tech headaches, no fluff. Join us atSupport the showBook a Shopify Store Strategy Call With Crystal!Want to follow up on what you've heard? Search the podcast!AFFILIATE LINKS:Start your Shopify Store!Get SurferSEO!Metricool (to be everywhere online, you NEED a social media scheduler!)Grid and PixelNote: If you make a purchase using some of my links, I make a little money. But I only ever share products, people, & offers I trust & use myself!

If you've ever shouted “just let me talk to a person” at a chatbot, this one's for you. Jeannie Walters is joined by special cohost Brandon McGovern, Senior Director of Customer Experience at HP, to pressure-test the biggest question in AI customer service right now: how do we automate without breaking trust?We start with a headline that feels like a warning label. Norse Atlantic Airways offers dirt-cheap tickets, but customers say there's a catch: customer support is so locked behind tech that getting help can become impossible. We unpack why this isn't simply a “tech problem,” but a governance and leadership problem. When companies remove phone numbers, skip the escape hatch, and ignore high-emotion journeys like refunds and disruptions, they don't just frustrate people, they create financial harm and open the door to fraud.Then we zoom out to the enterprise reality. Cisco's line that adopting AI is “like surgery without the drugs” is painfully honest, and it frames the messy middle many CX teams are living through. We talk about why rushing to automate tasks can amplify mistakes, how to redesign workflows around outcomes, and why “faster” is the wrong North Star compared to what's now possible. Along the way, we dig into authenticity, rising customer expectations, and why AI is killing the illusion of fine print as customers use their own tools to read policies and push back.If you're leading CX, contact centers, or digital support, you'll leave with practical guardrails for pilots, measurement, and intent selection. Subscribe, share this with a teammate, and leave a review with the biggest AI question you're wrestling with right now.About Brandon McGovernSenior Director of Customer Experience at HPUnderstanding your customers isn't enough. I build the systems that turn that understanding into outcomes.I'm a Senior Director of Customer Experience at HP, leading enterprise-wide measurement, analytics, and operations that enable the company to understand and act on customer sentiment in real time. I oversee a global Voice of the Customer ecosystem capturing tens of millions of signals annually, translating them into product, service, digital, and brand strategy decisions across the business.My work has delivered double-digit NPS improvements and material revenue impact by shifting CX from a reporting function to an operational and strategic capability - powered by data, automation, and applied AI.Beyond enterprise implementation, I build with AI hands-on - personal projects in game design, product prototyping, and workflow automation using Claude, Lovable, and other tools. Building outside my domain teaches me where AI actually breaks down, which makes me a better architect of AI-powered operating models at work.I bring engineering depth coupled with business leadership (MBA, MS in Electrical Engineering, Stanford executive education), and I specialize in building scalable CX platforms, driving cultural change, and aligning executives around customer-led transformation. Follow Brandon on LinkedIn: https://www.linkedin.com/in/brandonmcgovern/Articles Mentioned:- Norse Atlantic Airways Offers Dirt-Cheap Tickets. There's a Catch (Wired) -- https://www.wired.com/story/norse-airlines-ftc-complaints-ai-scams/- Cisco exec says adopting AI is like 'surgery without the drugs' (Business Insider) -- https://www.businessinsider.com/cisco-ai-adoption-customer-service-2026-5- Dissatisfied: Three-fourths of AI customer service rollouts are a letdown (The Register) -- https://www.theregister.com/ai-ml/2026/05/13/ai-customer-service-bots-get-rolled-back-at-74-of-firms/5239800Enjoyed 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!)

Jeff Dudan's free digital copy of his book What if you could give every customer a luxury experience - without a luxury budget? In this episode of the Unemployable Podcast, Jeff Dudan sits down with Neen James, global keynote speaker, luxury experience strategist, and author of *Exceptional Experiences*, to reveal the exact systems and mindsets that separate transactional businesses from unforgettable ones. Neen breaks down why satisfied customers are your biggest risk (not your biggest asset), how a $6 magazine subscription won a six-figure contract, why every business should think like a hotel concierge instead of a bellhop, and the five luxury levers any company - home services, franchise, B2B, or retail - can apply immediately to create advocates, not just clients. You'll learn: • The difference between a transactional and transformational customer experience • How to systemize thoughtfulness so personalization scales across your team • What luxury brands like Chanel, Delta, and private aviation do differently - and how you can borrow it • Why storytelling and metaphor are free tools that make your business impossible to forget • The Experience Elevation Model: Entice → Invite → Excite → Delight → Ignite • How to create "champagne moments" that turn ordinary service into word-of-mouth marketing • The hidden cost of not paying attention - in business, relationships, and life • Why your satisfied customers are already being poached by your competitors Whether you're a franchisee, franchise brand, home services business, or entrepreneur looking to build a legacy brand, this episode is packed with actionable systems you can start implementing today.  Homefront Brands: https://www.homefrontbrands.com Jeff Dudan: https://www.jeffdudan.com Guest: Neen James Guest YouTube: https://www.youtube.com/user/AussieNeen  Guest Website: https://neenjames.com/  Guest Socials: https://www.linkedin.com/in/neenjames/  #CustomerExperience #LuxuryBusiness #SmallBusinessGrowth #FranchiseBusiness #WordOfMouth #BusinessStrategy #UnemployablePodcast #Neen James #ClientRetention #EntrepreneurMindset Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Jeff Dudan's free digital copy of his book What if you could give every customer a luxury experience - without a luxury budget? In this episode of the Unemployable Podcast, Jeff Dudan sits down with Neen James, global keynote speaker, luxury experience strategist, and author of *Exceptional Experiences*, to reveal the exact systems and mindsets that separate transactional businesses from unforgettable ones. Neen breaks down why satisfied customers are your biggest risk (not your biggest asset), how a $6 magazine subscription won a six-figure contract, why every business should think like a hotel concierge instead of a bellhop, and the five luxury levers any company - home services, franchise, B2B, or retail - can apply immediately to create advocates, not just clients. You'll learn: • The difference between a transactional and transformational customer experience • How to systemize thoughtfulness so personalization scales across your team • What luxury brands like Chanel, Delta, and private aviation do differently - and how you can borrow it • Why storytelling and metaphor are free tools that make your business impossible to forget • The Experience Elevation Model: Entice → Invite → Excite → Delight → Ignite • How to create "champagne moments" that turn ordinary service into word-of-mouth marketing • The hidden cost of not paying attention - in business, relationships, and life • Why your satisfied customers are already being poached by your competitors Whether you're a franchisee, franchise brand, home services business, or entrepreneur looking to build a legacy brand, this episode is packed with actionable systems you can start implementing today.  Homefront Brands: https://www.homefrontbrands.com Jeff Dudan: https://www.jeffdudan.com Guest: Neen James Guest YouTube: https://www.youtube.com/user/AussieNeen  Guest Website: https://neenjames.com/  Guest Socials: https://www.linkedin.com/in/neenjames/  #CustomerExperience #LuxuryBusiness #SmallBusinessGrowth #FranchiseBusiness #WordOfMouth #BusinessStrategy #UnemployablePodcast #Neen James #ClientRetention #EntrepreneurMindset Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Most brands underestimate how much personalized retention strategies can transform their growth — Zach Fromson, Co-Founder at Lilo Social, uncovers the overlooked levers brands must pull now to supercharge customer lifetime value and build a sustainable business.In this eye-opening episode, Zach, a top Klaviyo Elite partner and co-founder of the full-funnel agency Lilo Social, reveals how brands are leaving money on the table by sticking with linear, one-size-fits-all retention approaches. Instead, he dives into the nuanced science of journey mapping, channel-specific insights, and the strategic use of data — showing exactly how to craft experiences that foster loyalty, increase LTV, and outsmart rising CACs.You'll discover the real reasons most brands aren't fully leveraging their retention potential — from capacity gaps to a lack of education around journey mapping and automation. Zach shares concrete frameworks for understanding customer behavior across subscription, durable, and one-time purchase spaces, and how to build customized, context-driven workflows that move beyond generic promos. Learn how to measure success through metrics like time to repurchase, AOV, and cohort analysis, proving that a granular, tailored approach isn't just smart — it's essential in today's competitive landscape.We also break down emerging channels like SMS and innovative tools such as Google's RCS — and how early adoption can give you a crucial edge before saturation. Zach reveals how the most forward-thinking brands are integrating these new modalities to deepen engagement, gather richer data, and create immersive shopping experiences. Plus, get his take on the broad impact of AI on agency workflows and how to future-proof your team.If you're a founder, marketer, or e-commerce owner tired of playing it safe with generic strategies, this episode is your blueprint to unlocking exponential growth through smarter retention. Don't be the brand left behind in the noise; adapt, innovate, and thrive — Zach shows you exactly how.Want to learn how to make your retention efforts more personalized, simple, and surprisingly effective? This episode is your first step toward conversion mastery. Reach out to Zach at LiloSocial.com or connect on LinkedIn — your next big move starts here.

For years, growth has been built around a simple idea. Drive traffic into a funnel, move people through stages, convert, repeat. But that model was built for a different time. A time when brands controlled information and buyers followed predictable paths. That is no longer the reality. Today, people explore, pause, research, ask communities, trust creators, and make decisions on their own terms. They don't move in straight lines. They move in networks. That shift is exactly why funnels and pipelines are no longer enough on their own. In this episode, we break down what changed, where traditional models still work, and where they fall short. More importantly, we introduce a new way to think about growth through Conscious Growth Pathways™. Instead of forcing people through linear systems, this approach focuses on building environments, ecosystems, and connections that people naturally move through. It's about awareness, trust, culture, and community driving momentum. We also unpack a six-phase growth cycle that helps identify where your growth is actually breaking and how to fix it, from investigation and initiation to innovation and introspection. If your marketing feels heavy, inconsistent, or stuck, this will reframe how you think about growth and what it actually takes to win today. Beyond The Episode Gems: Buy My Book, Strategize Up: The Blueprint To Scale Your Business: StrategizeUpBook.com Discover All Podcasts On The HubSpot Podcast Network Get Free HubSpot Marketing Tools To Help You Grow Your Business Grow Your Business Faster Using HubSpot's CRM Platform Support The Podcast & Connect With Troy:  Rate & Review iDigress: iDigress.fm/Reviews Follow Troy's Socials @FindTroy: LinkedIn, Instagram, Threads, TikTok Subscribe to Troy's YouTube Channel For Strategy Videos & See Masterclass Episodes Need Growth Strategy, A Keynote Speaker, Or Want To Sponsor The Podcast? Go To FindTroy.com