Podcasts about customer journey

Chapter 3 of this 6-part CoralTree Customer Journey series moves into the framework itself: how you create consistency across very different hotels without turning everything into cookie-cutter service. Customer journey work only matters if it improves operations, guest loyalty, and results. This chapter gets into the structure behind that. I talk with Andre Fournier, Chief Commercial Officer at CoralTree Hospitality, about Standards of Care, touchpoints from booking to departure, and how service rankings can influence ADR and consideration. Here is what we cover: ·        How CoralTree builds one service framework across different asset types ·        Why the goal is consistency of care, not identical experiences ·        Touchpoints from website/reservations to arrival, stay, and departure ·        Why each property still needs to feel authentic and of the place ·        Andre's filter: true, meaningful, and distinctive ·        How guest service rankings can support ADR and consideration set If you missed Chapters 1 and 2, go back first - this framework makes more sense once you've heard the strategy and people side. Next week: how CoralTree workshops these ideas with property teams. Want to follow the full series and catch any chapters you miss while it rolls out? Subscribe to the #NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.

Artificial intelligence is rapidly transforming how medical spas attract and convert new patients—but most marketing strategies still focus on the very end of the buying journey. In this episode of Medical Spa Insider, AmSpa founder Alex Thiersch speaks with Rick Brown, co-founder and CEO of MarketStorm, and Krista Stevenson, head of business development, about how their company and other AI tools are changing the way businesses identify and influence consumers long before they start searching. The discussion includes:   What the “Messy Middle” means for medical spa marketing Why most advertising budgets focus too late in the patient decision journey How AI can identify potential patients before they start searching The role of predictive data in modern marketing strategies Why brand awareness early in the decision process matters How med spas can expand beyond social media marketing      

"Shopify POS is a powerful foundation, but it's not a turnkey solution for every retail scenario. The platform's maturity is a moving target, and understanding its ecosystem gaps is crucial for strategic planning and preventing costly misalignments."Joseph Brown, Operations Director, KubixAre you considering Shopify POS for your retail operations but unsure about its strengths and limitations? You're not alone.As one of the leading ecommerce platforms, Shopify has rapidly expanded into the retail point-of-sale space, but its product is still evolving. In this pod, we explore the realities of implementing Shopify POS backed by expert insights from Joe Brown, Operations Director at Kubix, who has direct experience implementing POS for different business models. Whether you're running a standalone store or extensive retail estate, this episode has practical advice, product limitations and decisions that can make or break your omnichannel strategy.The reality…Shopify POS has become more capable for retail, especially in multistore environments with enhanced permissions and faster workflows. However, it still has capability gaps that can surprise retailers, and requires careful planning, discovery and customisation. Key discussion points1. Deep discovery is criticalA recurring theme is the importance of thorough discovery when planning POS projects. Retailers should map existing workflows, identify edge cases (like made-to-order products, custom packing, or complex stock movements) and assess how Shopify's platform supports or complicates these processes.Rushing into implementation without understanding detailed workflows can lead to costly rework or operational issues down the line. 2. Inventory management limitationsOne of Shopify's gaps is in inventory management for complex use cases. For example, handling stock exchanges between stores where products are unavailable locally remains problematic. Shopify currently supports split fulfillment orders but lacks native support for multi-quantity line items or real-time transfer workflows, which can frustrate larger or more nuanced operations.3. Hardware cost & compatibilityPOS selection is more than a software decision; hardware investment is foundational. Some issues arise when existing custom integrations, like bespoke receipt printers or scanner setups, are incompatible with new POS hardware or updates. Testing hardware thoroughly before rollout is essential, and technical teams need to validate network setups, peripherals and existing workflows.Practical tip: Shopify's recommended hardware kits may not suit every store. Custom hardware may be necessary, but it can add complexity and cost.4. Ecosystem maturity and functional gapsWhile Shopify's ecosystem is growing, certain functionality including multi-currency gift cards, B2B support or advanced inventory tracking, lag behind expectations. Retailers with complex order workflows may need to integrate third-party apps or custom solutions to fill these gaps.Chapters[00:45] Introduction to Shopify POS and Its Evolution[03:30] Market Positioning and Retail Challenges[06:40] Discovery Process in Retail POS Implementations[09:25] Hardware Considerations for Shopify POS[12:20] Custom Development Needs in Retail[15:10] Omnichannel Experience and Customer Journey[17:55] Integration Challenges with Legacy Systems[20:50] Inventory Management and Workflow Complexities[23:15] Future Improvements and Wish List for Shopify POS

In this episode, Helen is joined by Bridie O'Shea, Customer Insight and Excellence Specialist at Mansfield Building Society. Bridie shares how her role focuses on improving customer journeys and ensuring vulnerable customers receive the support they need.Together, they explore the importance of going back to basics — embedding vulnerability awareness into everyday practice, building networks of champions across teams, and recognising the often-overlooked needs of carers.  Helen and Bridie also discuss the vital role local branches play in their communities, how meaningful human connections help identify when customers may need extra support, and why this matters even more as financial services become increasingly digital.  From supporting colleagues through difficult conversations to simple acts of kindness that make a real difference, this episode highlights why vulnerability work is a continuous journey of learning, listening and improving. Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/Follow me for more episodes, resources and vulnerability insights - Email: helen@helenpettifer.com LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website: https://www.helenpettifer.com/ 

In dieser Folge des Onlineshop Geflüster Podcasts geht's um ein Problem, das einige kennen werden: sinkende Story Views auf Instagram. Ich erkläre dir, warum das passiert und wie du mit ein paar einfachen Anpassungen schnell wieder mehr Reichweite in deine Stories bekommst. Kein großes Konzept, sondern ein pragmatischer Fix, den du direkt umsetzen kannst. Viel Spaß beim Anhören! Dein Berend.

McDonald's-CEO Chris Kempczinski testet seinen neuen „Big Arch“-Burger auf Instagram und die Social Media Community reagiert mit einer Portion Spott. Ein Zeichen dafür, wie wichtig Authentizität ist. Außerdem in den Marken- und Marketingnews der Woche:

Chapter 2 of this 6-part CoralTree Customer Journey series gets into the part a lot of companies talk about and then struggle to execute: team empowerment. Customer journey work sounds soft until you tie it to labor, service consistency, guest loyalty, and revenue. This chapter gets into the people side that makes the strategy work. I talk with Sean Beucler, SVP of Operations at CoralTree Hospitality, about trust, recognition, decision-making, and how leaders build a culture where teams can act with confidence. Here is what we cover: ·        Why Sean says the biggest focus now is the team, not just the process ·        What real empowerment looks like in hotel operations ·        Why recognition drives repeated behavior ·        How leaders handle mistakes without killing trust ·        How guest experience connects to occupancy, ADR, and owner results ·        Why the best ideas often come from line-level teams Missed Chapter 1? Start there first - it sets up the leadership strategy behind this week's operations conversation. Next week: we move into the standards/framework and the commercial impact. Want to follow the full series and catch any chapters you miss along the way? Subscribe to the #NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.

Everyone says “cut through the noise.” Almost no one explains how.In this episode of Content Amplified, Benjamin Ard sits down with Jessica Thames, Director of Marketing at Assurance Financial, to unpack one of the biggest challenges in modern marketing: attention is scarce, notifications are endless, and relevance is everything.Jessica brings 20 years of marketing experience — from sticking labels on trophies in her family's small business to leading nationwide marketing systems in the mortgage industry. Her approach is simple but powerful: scalable content must feel personal, automation must serve relationships, and AI should enhance timing — not replace human connection.This is a tactical conversation about building thousands of personalized journeys, empowering sales teams through backend marketing systems, and using technology to deliver the right message at the exact right moment.If you're tired of sending emails that get ignored, this episode will help you rethink how you build marketing that actually matters.What you'll learn in this episode:Why relevance — not volume — is the true antidote to marketing noiseHow to build scalable customer journeys that still feel customThe 80/20 split between automation and human touch in high-performing teamsHow Jessica's team builds and manages thousands of automated pathwaysPractical ways to use life events and behavioral triggers to personalize outreachHow AI inside your CRM can improve timing, segmentation, and messagingWhy service-based businesses must anchor automation around real relationshipsHow backend marketing teams empower salespeople to focus on what they do best: building trustAbout Jessica ThamesJessica Thames is the Director of Marketing at Assurance Financial, where she leads strategic marketing initiatives that support loan originators across the United States.With over 20 years in marketing, Jessica began her journey in her family's small trophy business before moving into journalism, higher education marketing, and eventually the mortgage and lending industry. Her career reflects a consistent theme: clear messaging, strong systems, and relationship-driven growth.At Assurance Financial, Jessica oversees scalable content strategies, automated customer journeys, and CRM-powered communication systems designed to help loan originators grow their business without sacrificing personalization.Her work centers on one belief: automation should strengthen relationships, not replace them.Connect with Jessica:LinkedIn: Jessica Lee SpencerWebsite: Assurance Mortgage Text us what you think about this episode!

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Send a textTaking your quilt business from a digital screen to a physical trade show booth can feel like a high-stakes challenge. In this episode, Tori and Andi pull back the curtain on the "messy middle" of booth prep and the vulnerability of being seen. You'll discover:The "Top-Down" Strategy: How to design for visibility so your brand is seen from across the room.Pro-Tips on a Budget: Why wooden crates and magnetic LEDs are a business owner's best friend.The Introvert's Secret Weapon: How sticker trading turns awkward networking into a fun connection.The Personalized Pitch: Why a "gift packet" lands better partnerships than a generic brochure.Perfect for any creative entrepreneur ready to step into the spotlight. Join us as we bridge the gap between digital magic and real-life connection.Mentioned in the Episode: Blog Post: Your h+h Roadmap  Craft to Career Episode with Darrin Stern  Our episode with Brandy, The Quilter on Fire  Register for h+h  Chapters[00:05] - Welcome & The "Why" Behind Booth Prep[01:46] - Navigating H&H Americas: B2B vs. B2C and Booth Basics[02:45] - The "Spotlight" Strategy: Why You Shouldn't Display Everything[03:20] - From Digital to Physical: Turning Marketing Concepts into "Thought Bubbles"[05:43] - The Booth as a Landing Page: Designing for the Customer Journey[07:39] - Andi's Trade Show Past & Using "Top-Down" Visibility[10:09] - The Magic of Wooden Crates: Height, Storage, and Aesthetic[11:26] - Beyond the Business Card: Postcards, Brochures, and QR Codes[15:19] - The Trifold Truth: Focusing Your Message to Avoid Confusion[18:20] - The Personalized Pitch: Turning Partnerships into "Gifts"[23:18] - Sticker Culture: The Introvert's Secret Weapon for Networking[28:06] - Strategic Lighting: Magnetic LEDs and Gallery Vibes[30:06] - Outro & Final ReflectionsWant More Quilting Business Content?

You don't need a big title to drive meaningful customer experience change. This episode shows how real CX leadership starts in the middle by turning customer friction into business outcomes executives can't ignore. We break down how to connect issues like confusing onboarding or stalled conversions to metrics that matter, including call volume, cost to serve, cancellations, and retention, and how to present that story so leaders say yes.You'll learn a practical approach you can use immediately: choose one high-impact friction point, build a simple business case with clear baselines, deliver a focused fix, and share the results. These visible micro wins build momentum, credibility, and influence.We also cover how to lead across and up by partnering with metric owners, framing ideas around shared goals, and communicating in the language of outcomes. If you're ready to grow your impact and your career, this conversation gives you the tools to lead without a title.If you found this valuable, follow the show, leave a quick review, and share it with a teammate ready for their next win.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!)

300 Folgen OMT-Podcast! Wow! Und auch diese Woche bieten wir wieder eine Folge mit unglaublichen Inhalten und Neuigkeiten aus der Welt von SEO. Kurz gesagt: Die SISTRIX SEO-Talk Runde 10 dreht sich um die großen Verschiebungen im SEO durch KI Suche, Discover, AI Overviews, Grounding Pages, Web Agents und die Frage, wie SEO sich als Job und Kanal verändert. Für Online Marketer steckt darin ein klarer Auftrag: SEO wird strategischer, technischer und stärker mit Branding, Produkt und Organisation verzahnt. Mario Jung (OMT GmbH) spricht in einer Diskussionsrunde mit Vanessa Wurster (SEOCATION GmbH), Johannes Beus (SISTRIX GmbH) und Johan von Hülsen (Wingmen Online Marketing GmbH). AI Search verändert SEO grundlegend Die Diskussionsrunde macht deutlich, wie stark sich die Suche aktuell wandelt. Klassische Websuche verliert an Bedeutung, weil KI Systeme immer mehr Informationsanfragen direkt beantworten. Besonders informational Queries werden zunehmend ohne Klicks gelöst, während komplexere oder transaktionale Suchanfragen stabiler bleiben. Für Online Marketer bedeutet das: SEO bleibt wichtig, aber der Kanal verändert sich. Die Nachfrage verschwindet nicht – sie wird nur anders abgeholt. SEO entwickelt sich damit von einem reinen Traffic Kanal zu einem Demand Kanal, der Sichtbarkeit, Markenstärke und Nutzersignale stärker in den Mittelpunkt rückt. Neue Erfolgsmessung: ROI ohne Klicks Da KI Antworten Klicks reduzieren, verliert klassische Webanalyse an Aussagekraft. Last Click Modelle, CTR Vergleiche oder Session Analysen greifen zu kurz. Stattdessen rücken neue Metriken in den Vordergrund. Marken Suchanfragen werden ein wichtiger Indikator für Nachfrage. Erwähnungen in AI Antworten – also Citations – werden zu einem neuen KPI. Und qualitative Methoden wie Kundenbefragungen nach der Conversion helfen, die tatsächliche Customer Journey zu verstehen. SEO Erfolg wird damit weniger technisch und stärker nutzerzentriert. Discover & Bing AI Report: Neue Datenquellen für Marketer Google Discover bleibt ein wichtiger Traffic Treiber, ist aber technisch anspruchsvoll. Besonders spannend ist, dass Google teilweise Facebook Markups bevorzugt, um Paid Content korrekt zu interpretieren – ein Detail, das viele Publisher überrascht. Parallel dazu liefert der Bing AI Performance Report erstmals echte Transparenz darüber, wie oft Inhalte in AI Antworten zitiert werden. Für Marketer entsteht damit ein neuer Analysebereich: AI Visibility, also die Sichtbarkeit in KI generierten Antworten. Zukunft des SEO Jobs SEO verschwindet nicht – aber der Job verändert sich massiv. Viele operative Aufgaben werden automatisiert. SEOs werden strategischer, analytischer und stärker in Produkt, UX und Organisationsentwicklung eingebunden. SEO ist längst nicht mehr nur Google, sondern umfasst auch YouTube, TikTok und Social SEO. Die Rolle wird breiter, vernetzter und anspruchsvoller. Wenn Du tiefer in Themen wie AI Search, Discover, KI Sichtbarkeit, Web Agents und die Zukunft von SEO eintauchen willst, dann hör unbedingt in den OMT Podcast rein. Dort bekommst Du jede Woche praxisnahe Insights, Cases und Diskussionen direkt aus der SEO und Marketing Community.

In dieser Folge des Onlineshop Geflüster Podcasts stelle ich ein Creative-Format vor, das alle anderen schlägt: Straßenumfragen. Durch die Interaktion mit echten Menschen auf der Straße erzeugst du nicht nur authentischen Social Proof, sondern auch Inhalte, die sich extrem organisch anfühlen und hohe Watchtimes erzielen. Egal ob auf TikTok, Instagram oder YouTube, dieses aufwendige, aber lohnende Format sorgt konstant für Neugier und Umsatz. Viel Spaß beim Anhören! Dein Berend. Meld dich jetzt zum [Onlineshop Geflüster Weekly Newsletter](https://www.berend-heins.de/onlineshop-gefluster-weekly?utm_source=podcast&utm_medium=ad&utm_campaign=newsletter) an. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

Nicole Nitsche spricht mit Mirko Krauel von Otto Payments über KI-Agenten, Verantwortung und Payment als strategische Orchestrierungsschicht

In diesem Live Podcast, der auf der E-Commerce Berlin Expo 2026 aufgenommen wurde, sprechen wir mit Mozart Bett Gründer André Jonker über ein Thema, dass jeden Online-Händler aktuell beschäftigt: AI Commerce bzw. Agentic Commerce.Wie wirken sich die neuen Shopping- & Checkout-Möglichkeiten auf die Customer Journey von Brands aus? Wie sollten Shops mit den neuen Spielregeln umgehen? Wie wichtig ist und bleibt Marke? Welche Rolle werden Online-Shops in Zukunft überhaupt noch spielen? Wie überlebt man als Brand im AI Zeitalter?Über all das und mehr haben wir mit André gesprochen – viel Spaß! :)Über André Jonker> André auf LinkedIn> Mozart Bett ShopwieCommerce? Social Links>⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠>⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Weitere Plattformen⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠CreditsLogo Design: Naim SolisIntro & Jingles: Kurt WoischytzkyFotos: Stefan GrauIntro-Video: Tim Solle

Die Digitalisierung im Automobilhandel ist kein neues Thema, doch mit Künstlicher Intelligenz erreicht sie eine neue Stufe der Effizienz. Warum viele Autohäuser beim Thema KI trotzdem noch „rumfummeln“ und wie man stattdessen mit einem klaren Masterplan vom Verwalter zum echten Mobilitätsmanager wird, diskutieren wir in dieser Folge.

In dieser Podcast-Folge tauchen Wolfgang und Marco in die hochkomplexe Welt des modernen Marketings ein und analysieren, wie Marken in einer immer unübersichtlicheren Touchpoint-Landschaft heute noch den Kurs halten können. Das Gespräch beleuchtet die strategische Bedeutung jedes einzelnen Kontaktpunkts und zeigt auf, vor welchen massiven Herausforderungen Unternehmen stehen, wenn sie ihre Zielgruppen heute noch gezielt und ohne Streuverluste erreichen wollen. Dabei schlagen die beiden eine entscheidende Brücke zwischen technologischer Innovation und menschlicher Authentizität: Sie diskutieren intensiv die Rolle von Künstlicher Intelligenz bei der Optimierung des Touchpoint-Managements, warnen jedoch davor, den Faktor Mensch aus den Augen zu verlieren. Besonders im Fokus steht die Erkenntnis, dass gerade in Zeiten automatisierter Prozesse die Kraft der persönlichen Präsenz – ob auf großen Konferenzbühnen oder in interaktiven Livestreams – zum entscheidenden Differenzierungsmerkmal wird. Wolfgang Jung und Marco Janck teilen ihre praktischen Einblicke in innovative Content-Marketing-Strategien und erläutern, wie die geschickte Verknüpfung von digitalen Trends und echter Nahbarkeit die Kundenbindung nachhaltig stärkt und letztlich den Umsatz messbar steigert. Ein inspirierender Deep Dive für alle, die ihre Marke effektiv steuern und die neuesten Trends nicht nur verstehen, sondern aktiv für ihren Erfolg nutzen wollen.

We're exploring maximizing hashtag#hotel Customer Journey opportunity!!!! To kick off this 6-part Customer Journey series, I wanted to start at the top: why this matters now and how leadership turns better service into an actual company-wide plan. We'll be focusing on how CoralTree Hospitality is leveraging tech to connect with customers. In Chapter 1, I talk with Tom Luersen, President of CoralTree Hospitality, about why CoralTree spent a year building this strategy and how they are thinking about customized guest experiences at scale. Here is what we cover: ·       Why CoralTree made the guest journey a priority now ·       Why they spent a full year building buy-in instead of rushing rollout ·       How they built a real plan (not a one-time initiative) ·       Standards of Care vs. standard procedures ·       How they balance technology with high-touch service ·       Why continuous improvement matters as guest behavior changes Next week: we get into the operational backbone - empowerment, trust, and team culture. Want to follow the full series week by week (and catch any chapters you miss)? Subscribe to the hashtag#NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.

Pinterest wird im Paid-Social-Mix häufig unterschätzt oder gar nicht berücksichtigt. Dabei bietet die Plattform enormes Potenzial für performanceorientierte Kampagnen entlang der gesamten Customer Journey. In diesem Webinar zeigt Dir Tobias Waldow, warum Pinterest ein echter Hidden Champion im Paid Social Marketing ist. Und für welche Ziele, Branchen und Funnel-Stufen sich der Kanal besonders eignet. Dabei wird Dir erklärt, wie sich Pinterest grundlegend von klassischen Social-Media-Plattformen unterscheidet. Und warum Nutzer dort mit einer deutlich höheren Kauf- und Inspirationsintention unterwegs sind. Anhand praxisnaher Beispiele zeigt Tobias auf, wie Pinterest Ads strategisch in bestehende Paid-Social-Setups integriert werden können. Er beleuchtet, welche Kampagnen- und Anzeigenformate besonders gut performen und welche Learnings aus der täglichen Agenturarbeit relevant sind. Wenn Du Deinen Paid-Social-Mix erweitern möchtest, ist dieses Webinar genau das Richtige für Dich. Folgendes hast Du nach dem Webinar gelernt: • Verstehe, warum Pinterest kein klassischer Social-Media-Kanal ist, sondern eine visuelle Suchmaschine mit hoher Kaufintention. • Erfahre, für welche Ziele (Awareness, Consideration, Performance) sich Pinterest besonders eignet. • Lerne, wie Pinterest sinnvoll in bestehende Paid-Social-Setups integriert wird. • Erfahre, welche Anzeigenformate, Creatives und Kampagnen-Setups in der Praxis funktionieren. • Erhalte einen Einblick in typische Fehler im Pinterest Advertising und wie man sie vermeidet. Zielgruppe: Performance Marketing Manager Paid-Social- & Media-Manager Marketingentscheider:innen

Unser digitaler Alltag wird bestimmt durch digitale Technologien, Dienste und Prozesse, die wir selbstverständlich im täglichen Leben nutzen. Damit auch Menschen mit Behinderung am digitalen Alltag teilhaben können, müssen digitale Angebote wie Webseiten und Apps barrierefrei gestaltet werden. Raúl Krauthausen von den Sozialheld:innen fordert daher, dass digitale Barrierefreiheit von Anfang mitgedacht und nicht als ein nachträgliches "Add-on" betrachtet wird. In dieser Folge sprechen wir mit ihm über seinen digitalen Alltag und an welcher Stelle ihm digitale Technik hilft und wo sie ihm vielleicht im Weg ist. Wir sprechen darüber, • warum Barrierefreiheit bei der Gestaltung digitaler Angebote am Anfang und nicht am Ende stehen muss • welche Hürden für Menschen mit Behinderung entstehen, wenn bei digitalen Produkten die „Customer Journey“ nicht von Anfang bis Ende gedacht wird • warum die Perspektive von Menschen mit Behinderungen ein echter Innovationstreiber für alle ist • warum Technologie nur dann für alle ein Gewinn ist, wenn sie niemanden am „digitalen Katzentisch“ sitzen lässt • warum digitale Sicherheitsmaßnahmen kein Argument dafür sein dürfen, warum Barrierefreiheit nicht möglich ist Eine Folge über das Recht an digitaler Teilhabe und dem Ziel, dass Menschen mit Behinderung im digitalen Raum berücksichtigt und als Zielgruppe wahrgenommen werden.

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The most practical CX breakthroughs are happening in day-to-day choices by leaders who meet their organizations where they are. From the Medallia Experience 2026 conference in Las Vegas, we pull together no-fluff lessons on turning insights into impact, leading with intent, and using AI to accelerate change—without overpromising. Jeannie talks with Experience Transformation Award winner Paloma Paraja, Customer Experience Manager at Santalucía Seguros, about breaking down silos in a 100-year-old insurer by unifying Voice of Customer, empowering internal champions, and turning feedback into stories teams can act on. She also reconnects with Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, for a masterclass in prioritization—using driver modeling and smart experiments to separate noise from real impact, and applying AI to speed service and personalization without eroding trust. Plus, we chat about an Experience Is Everything book club with Deborah Bearden, Enterprise Customer Experience Manager at Simmons Bank.The theme: progress over perfection. Choose high-impact actions. Test, measure, and scale what works. Let AI amplify a strategy you've already defined.Enjoyed the conversation? Follow the show, share it with a CX friend, and leave a quick review to help more leaders find it. Have a question or story to add? Leave me a voicemail at askjeannie.vip.Follow our guests on LinkedIn:Paloma Paraja -- https://www.linkedin.com/in/paloma-paraja/Camille Kremer -- https://www.linkedin.com/in/camillekremer/Deborah Bearden -- https://www.linkedin.com/in/deborah-bearden/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!)

In this episode of The HealthTech Marketing Show, I am joined by two of my colleagues from Health Launchpad, Design Lead Pepper Fee and Account Director Amy Hamilton. Both Amy and Pepper bring decades of experience in healthcare IT marketing and design to the table, having managed everything from massive trade show booths for global corporations to high-impact activations for startups.We discuss why the traditional obsession with lead volume often misses the mark, and how to reframe events as tools for building and growing human relationships in an increasingly digital world. Whether you are struggling to decide if a booth theme is powerful or just a gimmick, or you want to know how to prevent your sales team from hiding behind furniture, this conversation is packed with practical advice. We also share real-world stories of what works, from live screen printing to "margarita bicycles," and discuss the critical behavior rules every booth staffer should follow.Key Topics Covered"(00:00:00)" Guest Introductions"(00:02:13)" Reframing the Goal"(00:03:02)" Defining Experiential Marketing"(00:05:46)" Logistics vs. Design"(00:06:47)" The Power and Pitfalls of Themes"(00:10:19)" The Customer Journey"(00:12:49)" Case Study: AI in Healthcare"(00:15:38)" Creative Booth Activations"(00:18:38)" Attracting and Engaging Visitors"(00:21:37)" The Swag Debate"(00:27:31)" Learning from the Giants"(00:34:38)" Common Mistakes"(00:38:24)" Booth Behavior and Coordination"(00:41:43)" What to Stop DoingIf you are interested in discussing this or any other topic, let's have a chat.  Reach out to me directly to schedule a no-obligation discussion. This isn't a sales call, but rather an opportunity to talk through your questions and challenges.Follow me on LinkedIn.Subscribe to The Healthtech Marketing Show on Spotify or watch us on YouTube for more insights into marketing, AI, ABM, buyer journeys, and beyond!Thank you to our presenting sponsor, HealthcareNOW, 24/7 expert shows, interviews, and podcasts, powering healthcare leaders with innovation, policy, and strategy insights.

User Generated Content (UGC) ist für Liesa Paul (Powerbar) längst kein „nice to have“ mehr, sondern ein strategischer Kernbaustein moderner Markenführung. Sie beschreibt, dass erfolgreiche Marken heute nicht mehr selbst im Mittelpunkt stehen, sondern ihre Community sprechen lassen. UGC umfasst jeden Inhalt, der nicht von der Marke selbst produziert wird – von Reviews über Erfahrungsberichte bis hin zu Social Media Posts. Sein größter Vorteil liegt in der Authentizität: Menschen vertrauen echten Erfahrungen mehr als perfekt inszenierten Werbebotschaften. Liesa erklärt, dass UGC sich deutlich von klassischen Kampagnen unterscheidet. Während Kampagnen top down geplant, zeitlich begrenzt und perfekt produziert sind, entsteht UGC bottom up, ist bewusst unperfekt und wirkt dauerhaft. Genau diese Echtheit sorgt dafür, dass UGC entlang der gesamten Customer Journey funktioniert: Es schafft Awareness, stärkt Vertrauen in der Consideration Phase, erhöht die Conversion und fördert langfristige Loyalität. Studien zeigen laut Liesa sogar bis zu 30 % höhere Conversion Rates, wenn UGC integriert wird. Ein großes Thema im Gespräch ist der gefürchtete Kontrollverlust. Liesa betont, dass Risiko immer existiert – auch bei klassischen Kampagnen. Entscheidend sei, vorbereitet zu sein, intern sauber zu kommunizieren und klein zu starten. Liesa gibt außerdem Einblicke in ihre Arbeit bei Powerbar: Dort nutzt das Team UGC vor allem über Sponsoring Partnerschaften und holt aktiv Nutzungsrechte ein, um authentische Bilder in Social Media und Ads einzusetzen. Die Community liefert täglich hochwertigen Content – ein Beweis dafür, wie stark Marken profitieren, wenn sie echte Fans einbinden.

Hier gehts zu eBay: https://www.ebay.de/ In dieser Folge des Onlineshop Geflüster Podcasts stelle ich dir das neue "Meta-Exit Protokoll" vor. Während sich viele Brands auf Meta-Ads fokussieren und um CPMs kämpfen, skaliert die Konkurrenz auf Google oft unbemerkt und deutlich profitabler. Ich erkläre dir, warum Nutzer mit konkreter Suchintention bis zu fünfmal wertvoller sind als Social-Media-User und wie du Google Ads als effizienten und wartungsarmen Kanal für deinen Shop nutzt. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

In this episode of Earned, CreatorIQ CMO Brit Starr sits down with Frank Dudley—marketing leader, Northwestern professor, and author of an upcoming Wiley book on Creator Marketing and Commerce Media—to unpack why the industry's shift from influencer marketing to creator marketing is more than semantics. Frank argues that creators aren't a channel; they're the connective tissue across the customer choice journey, orchestrating demand from awareness through conversion in a dynamic, signal-driven system. Brit and Frank explore how this reframing helps brands move beyond siloed campaigns and start designing creator programs around jobs to be done: removing real consumer friction like confusion, skepticism, inertia, and perceived risk. Frank shares concrete examples—Dyson using explainer creators to demystify product claims, Sephora leaning on creators for mid-funnel confidence like shade matching, and Instacart creators driving lower-funnel utility through speed, substitutions, and savings. The conversation also dives into measurement, including why the market is shifting toward incrementality over engagement, and how integrating creators with commerce and paid amplification enables closed-loop learning and attributable impact. Finally, Frank breaks down the unglamorous—but essential—operational infrastructure required to scale: creative supply chains, decisioning layers, and data/legal ops. The takeaway: creator marketing isn't a tactic—it's a full-funnel operating system CMOs can roadmap. In this episode, you'll learn: How creators are now the engine behind modern targeting and demand creation The shift from disconnected creator efforts to coordinated marketing systems How creator programs contribute to measurable revenue outcomes Connect with the Guest: Frank's LinkedIn - @fdudley   Connect with Brit Starr & CreatorIQ: Brit's LinkedIn - @britmccorquodale CreatorIQ LinkedIn - @creatoriq Follow us on social: CreatorIQ YouTube - @CreatorIQOfficial CreatorIQ Instagram - @creatoriq CreatorIQ TikTok - @creator.iq CreatorIQ Twitter - @CreatorIQ

Send a textIf you've ever blamed a lost deal on "bad timing" or "Mercury in retrograde," this episode is your wake-up call. We welcome back Jeffrey Cutter to discuss his new book, Deal Breakers. Through the story of the protagonist Morgan, Jeff illustrates the profound shift from being a "product pusher" to a "trusted advisor."We explore the "Aha!" moments that every veteran sales rep has faced: the realization that customers aren't looking for the most innovative technology—they're looking for the story that makes them feel safest. Jeff breaks down the "Advisor Lens," teaching us how to ask the hard questions like, "What would make you look foolish in this deal?" and why getting invited into the customer's story is the only way to ensure the deal doesn't break in the other room.Support the showScott SchlofmanMike Williams - Cell 801-635-7773 #sales #podcast #customerfirst #relationships #success #pipeline #funnel #sales success #selling #salescoach

Direkt zu eBay: https://www.ebay.de/ In dieser Folge des Onlineshop Geflüster Podcasts sprechen wir darüber, warum der ROAS in deinem Meta Ads Manager dir ein völlig verzerrtes Bild liefern kann – und wie du stattdessen viel smarter auf echte Profitabilität steuerst. Ich erkläre dir, worauf du wirklich achten solltest, um deinen Onlineshop profitabel zu skalieren, ohne dich von scheinbar guten Zahlen blenden zu lassen. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin __________

The hosts take open a sweeping look at the week's most consequential retail developments before heading live to the Narvar Podcast Studio at the NRF Big Show for a deep dive into AI, agentic commerce, and the evolving post-purchase customer journey.The news segment explores Saks Global's decision to close nine full-line stores, underscoring ongoing consolidation in the luxury industry and challenges in multi-line retail. The hosts examine luxury's continued bifurcation, with Kering struggling while Hermès thrives, reinforcing that luxe positioning alone isn't enough — execution matters.In specialty retail, the “collapse of the unremarkable middle” continues as Toys “R” Us Canada, Francesca's, and Eddie Bauer face significant retrenchment if not extinction, while Tractor Supply and Aritzia aggressively expand. Kroger appoints its first external CEO, Greg Boren, signaling operational rigor ahead, while Costco once again posts remarkable sales growth  Meanwhile, Target begins meaningful leadership restructuring — a foundational step in what is likely a multi-year turnaround. On the radar: AI-powered retail crime prevention at Bunnings and the imminent opening of the Gordie Howe International Bridge, a major infrastructure development for North American trade.The featured interview brings Henry Spear, SVP Digital North America, JD Sports, and David Morin, VP Customer Strategy for Narvar, to the mic for a timely discussion on agentic commerce and how leveraging product returns can create competitive differentiation. 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 2025 and continues to be a ReThink Retail Top Retail Expert for the fifth year in a row.

Stressed arrivals, missed promises, and long check-in lines aren't surprises. They're predictable flashpoints in hospitality. In this episode, we answer a listener's question about training frontline teams for high-emotion moments and share a practical framework for turning tension into trust without burning out your people.We start by redefining success. Instead of aiming to “make every guest happy,” we focus on a sustainable goal: guide the guest to a better moment than the one they're in. From there, we identify the biggest hot spots in the journey and outline how proactive planning, clear recovery thresholds, and consistent standards across properties create a reliable brand experience.Then we get tactical with language that defuses tension, micro-habits for staying calm under pressure, and playbooks that remove hesitation when speed matters. We also explore empowerment tools like room moves, credits, and late checkout, plus the well-being practices that keep teams strong through demanding shifts.If you lead a hotel, resort, or any high-contact service, this episode delivers actionable steps to strengthen service recovery, customer experience, and employee resilience.Resources Mentioned:Order your copy of Experience Is Everything --experienceiseverythingbook.comLearn more about CXI Membership™ and apply -- CXIMembership.comExperience Investigators Website -- 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!)

Drop us a message!In this episode, we're joined by Sharon Gwati, Demand Generation Manager at Agilio Software, to explore how data storytelling can transform the way marketers design and optimise customer journeys. Drawing on insights from her BrightonSEO talk, Sharon explains how principles from hip hop, rhythm, and flow can help marketers rethink how owned data is structured and used.We unpack the most common mistakes brands make with owned data, why dashboards alone don't create clarity, and how narrative thinking leads to smoother, higher-converting SaaS customer journeys. Sharon also shares lessons from working with global brands and fast-moving SaaS teams, revealing how data can genuinely shape customer behaviour when used with intent.Plus, we're also speaking to Michelle Jay, Head of Social at Giraffe Social, to get her thoughts on why trust remains one of the most powerful (and hardest to measure) drivers of engagement, conversion, and long-term loyalty. We explore how marketers can build and protect trust in social-first, highly visible environments.Want to be featured on the pod? Drop us a voice note on Instagram at @GiraffeSM. About Giraffe Social's Social in 10 Podcast Giraffe Social is a multi-disciplined digital marketing agency specialising in social media marketing based on the South Coast of the United Kingdom. We work with a wide range of industries, spanning from Fintech and L&D, to Beauty and Retail. Social in 10 is a weekly podcast about all things digital marketing. We discuss all the things social media managers want to know, including the latest platform updates, emerging trends, campaign ideas, and best practices to help you stay ahead of the curve. Whether you're managing multiple clients or growing your brand in-house, each episode is packed with actionable insights… all delivered in under ten minutes. Hosted by the Giraffe Social team, this is your fast, fun, no-fluff guide to making sense of social. New episodes every week, so tune in and level up your marketing game!

What if the fastest answer isn't the right one? We unpack the tension between speed and resolution in customer experience, exploring why AI bots can erode trust when they chase efficiency instead of fixing the real problem. With guest co-host Jennie Lewis of Airship, we dig into pragmatic ways to use AI as an amplifier for empathy.We also step into hospitality, where automation has raced ahead with mobile keys, kiosks, and virtual front desks. Convenience is great—until an empty lobby at midnight changes how safe a guest feels. From solo travel realities to on-the-ground service design, we discuss how to widen the journey map beyond “check-in to room” and include the edge cases that define trust.Then we tackle dynamic pricing. There's a world of difference between rewarding loyalty and playing whack-a-mole with rates. We call out practices that feel predatory, highlight proactive offers that build goodwill, and suggest clear guardrails that prevent sticker shock.If you care about CX that feels human and scales gracefully, this conversation will sharpen your playbook. Subscribe, share with a colleague, and leave a quick review.About Jennie Lewis:Sr Manager, Customer Insights at AirshipJennie Lewis is a value-focused researcher who transforms complex data into revenue-driving narratives. An expert in quantifying CX ROI, she began as a self-taught coder automating emails for GM before leading agency teams that supported iconic brands like Marriott, Chase, and Marvel. She bridges the gap between technical data and business strategy, managing a portfolio of research results that achieve increased influenced revenue. Certified by Northwestern, eCornell, and Google, Jennie is a recognized thought leader and mentor dedicated to proving that great customer experience is a measurable driver of growth.Follow Jennie on...LinkedIn: https://www.linkedin.com/in/jennie-lewis/Articles Mentioned:- Customer service AI bots not ready for prime time, survey suggests (Consumer Affairs)- Ireckonu- 2025 year in review: What had happenend in the hospitality technology industry? (Breaking Travel News)- Asda's unhappy shoppers give boss food for thought (The Times)Resources Mentioned:Women In CX CommunityOrder your copy of Experience Is EverythingExperience Investigators WebsiteWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Grab Jeff Dudan's book Discernment  Most “everyday” brands don't lose because they're bad… they lose because they're forgettable. In this episode of Unemployable, Jeff Dudan sits down with Brittany Hodak—author of Creating Super Fans and creator of the SUPER framework—to break down how service businesses (home + property services included) can stop competing like commodities and start building real advocacy. You'll hear why “being great at the job” is just the floor, how small experience decisions change referrals, and why the brands that win are the ones people remember—and recommend. What you'll learn: What a “super fan” actually is (and why it's bigger than referrals) Why apathy is the silent killer for service brands The SUPER framework: Story, Understand, Personalize, Exceed, Repeat How experience beats price in crowded categories Why trust + word of mouth matter even more in the age of AI Learn more from Brittany: Masterclass Website: https://brittanyhodak.com About Brittany Brittany is the author of Creating Super Fans and a keynote speaker helping brands build loyalty and advocacy through intentional experience design. Download Discernment here Learn more about Jeff Dudan HOMEFRONT BRANDS #CustomerExperience #BrandLoyalty #SuperFans #WordOfMouthMarketing #ReferralMarketing #HomeServices #FranchiseBusiness #SmallBusinessGrowth #ServiceBusiness #MarketingStrategy #BusinessLeadership #Entrepreneurship #BrandStrategy #CustomerRetention #UnemployablePodcast Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Grab Jeff Dudan's book Discernment  Most “everyday” brands don't lose because they're bad… they lose because they're forgettable. In this episode of Unemployable, Jeff Dudan sits down with Brittany Hodak—author of Creating Super Fans and creator of the SUPER framework—to break down how service businesses (home + property services included) can stop competing like commodities and start building real advocacy. You'll hear why “being great at the job” is just the floor, how small experience decisions change referrals, and why the brands that win are the ones people remember—and recommend. What you'll learn: What a “super fan” actually is (and why it's bigger than referrals) Why apathy is the silent killer for service brands The SUPER framework: Story, Understand, Personalize, Exceed, Repeat How experience beats price in crowded categories Why trust + word of mouth matter even more in the age of AI Learn more from Brittany: Masterclass Website: https://brittanyhodak.com About Brittany Brittany is the author of Creating Super Fans and a keynote speaker helping brands build loyalty and advocacy through intentional experience design. Download Discernment here Learn more about Jeff Dudan HOMEFRONT BRANDS #CustomerExperience #BrandLoyalty #SuperFans #WordOfMouthMarketing #ReferralMarketing #HomeServices #FranchiseBusiness #SmallBusinessGrowth #ServiceBusiness #MarketingStrategy #BusinessLeadership #Entrepreneurship #BrandStrategy #CustomerRetention #UnemployablePodcast Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What if the fastest way to beat your competitors isn't a new feature, but a better feeling at every step of the journey? In this episode, we explore how experiential innovation—improving how customers move, decide, and feel—outperforms price wars, builds trust, and turns small moments into big wins.Using the CXI Navigator, we break down how leaders align clear intent, cultural commitment, and real customer behavior to reduce friction and increase reassurance. From Uber and Netflix to B2B organizations like Vanguard, the pattern is consistent: spot hesitation, simplify paths, and guide people forward with confidence.With data showing customers will abandon even beloved brands after a single bad experience, the stakes are clear. This conversation shares practical ways to design calmer, clearer journeys that drive loyalty, speed, and long-term growth. Subscribe for more practical experience strategies, share this with a teammate who owns a part of the customer journey, and leave a review.Resources Mentioned:Learn more about CXI Membership™ and apply -- CXIMembership.comOrder your copy of Experience Is Everything -- experienceiseverythingbook.comExperience Investigators Website -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Customer experience doesn't happen by accident. It's designed. In this episode, I sit down with Kristen Kiley from Leanscaper to break down how to intentionally map the customer experience from first contact through long-term retention. Recorded at Leanscaper, we walk through the key customer touchpoints most contractors overlook, how small gaps create big problems, and how designing the journey on purpose leads to better retention, referrals, and long-term growth. Lawntrapreneur Academy (The #1 Resource for Starting, Growing and Scaling a Successful Lawn & Landscaping Company). - https://www.lawntrepreneuracademy.com/  Granum Academy Bootcamp Tour (use BRIAN25 to save!): https://granum.com/academy-bootcamp/  GROW 2026 - February 10-12 Dallas, TX: https://hubs.li/Q03Ybxs10 LMN & Coffee - https://us06web.zoom.us/j/89495679453?pwd=m0wKa6prJWrARKClJKolBaJjl00OYn.1 Coast Pay Fuel Card: www.CoastPay.com/Brian

This Podcast is sponsored by Team Simmer.Go to TeamSimmer and use the coupon code DEVIATE for 10% on individual course purchases.The Technical Marketing Handbook provides a comprehensive journey through technical marketing principles.Sign up to the Simmer Newsletter for the latest news in Technical Marketing.NEW SIMMER COURSE ALERT!  - Data Analysis with R - taught by Arben Kqiku (coupon code doesn't apply to this course)Latest content from Simo AhavaRun Server-side Google Tag Manager On Localhost ArticleLatest content from Juliana JacksonThe distance between what gets funded and what works has never been wider. (subscribe to the newsletter for more amazing content)Mentioned in the episode:Superweek Analytics SummitMeasurecamp HelsinkiConnect with Sayf Sharif:LinkedinThree Bears DataOptiMeasure This podcast is brought to you by Juliana Jackson and Simo Ahava.

Warum jagen wir immer dem nächsten Lead hinterher, während der wahre Goldschatz bereits in unserem CRM liegt? In der heutigen Folge habe ich einen Wiederholungstäter zu Gast: Manuel Spors. Er ist einer der wenigen Männer in meinem Podcast, und das aus gutem Grund. Manuel ist der Experte für Kundenbindung und zeigt uns heute, warum es 7-Mal günstiger ist, einen bestehenden Kunden zum Wiederkäufer zu machen, als einen Neukunden mühsam zu akquirieren. Wir sprechen über das ‚neunte Weltwunder‘ – den Zinseszinseffekt der Kundenloyalität – und wie du durch klare Strukturen und echte Begeisterung deinen Umsatz pro Kopf locker verdoppeln kannst. Wenn du genug vom ‚Hamsterrad der Kaltakquise‘ hast und wissen willst, wie du aus Einmalkäufern lebenslange Fans machst, ist diese Folge ein absolutes Muss. In dieser Folge lernst du: - Das neunte Weltwunder der Wirtschaft: Warum Kundenbindung wie ein Zinseszins für dein Business wirkt und dich jedes Jahr mit einem ‚Umsatz-Sicherheitsnetz‘ starten lässt. - Struktur trifft Emotion: Wie du mit einem sauberen CRM (Kundenmanagementsystem) und einer durchdachten Customer Journey die gefürchtete ‚Kaufreue‘ deiner Kunden in Begeisterung verwandelst. - Upsell & Cross-Sell für Fortgeschrittene: Warum du deinen Kunden aktiv dienen musst, indem du ihnen genau das anbietest, was sie als Nächstes brauchen – ohne dich ‚salesy‘ oder aufdringlich zu fühlen. Hör jetzt rein und erfahre, wie du die Loyalitätsformel in deinem Business anwendest, um mit Leichtigkeit und Freude zu wachsen! Manuel hat am Ende der Folge noch ein mega Special exklusiv für meine Community: Schicke einen Screenshot der Bestellung von Manuels Buch an manuel@manuel-spors.com und erhalte seine 30-Tage-Challenge for free.

In this episode of Disruption/Interruption, KJ sits down with Joey Coleman, two-time Wall Street Journal bestselling author and expert in experience design and retention strategy. Joey reveals the shocking truth about employee turnover—costing businesses a trillion dollars annually—and shares his proven framework for transforming the first 100 days of any relationship. From his background as a criminal defense attorney and White House advisor to consulting with NASA, Volkswagen, and Zappos, Joey brings unique insights into why companies lose employees and customers, and more importantly, how to keep them. Four Key Takeaways The First Day Crisis (10:25) 4% of all new hires quit after their first day of work globally, and by day 45, that number jumps to 22%. By the one-year mark, 40% of employees have left—costing U.S. businesses approximately $1 trillion annually. The True Cost of Turnover (13:00) Replacing an employee costs between 100-300% of their annual salary just to get someone new into the seat—not including their actual salary and benefits. For a $50,000 employee, you're looking at $50,000-$150,000 in replacement costs alone. HR's Shift from Culture to Compliance (27:00) Over the past 50 years, HR departments have shifted focus from creating great workplace cultures to managing compliance, documentation, and litigation prevention—leaving no one responsible for making the workplace the best it can be. The Remarkable Organization Test (35:31) "The way you know you're running a remarkable organization is if you announce you're hiring and your existing employees immediately recommend amazing people they want to work with. In most organizations, internal referral candidates measure close to zero." Quote of the Show (28:12):"There is no one who wakes up in the morning, looks in the mirror and says, 'My primary job when I get to work today is to make sure that this is the best place that any of these people have ever worked.'" – Joey Coleman Join our Anti-PR newsletter where we’re keeping a watchful and clever eye on PR trends, PR fails, and interesting news in tech so you don't have to. You're welcome. Want PR that actually matters? Get 30 minutes of expert advice in a fast-paced, zero-nonsense session from Karla Jo Helms, a veteran Crisis PR and Anti-PR Strategist who knows how to tell your story in the best possible light and get the exposure you need to disrupt your industry. Click here to book your call: https://info.jotopr.com/free-anti-pr-eval Ways to connect with Joey Coleman: LinkedIn: https://www.linkedin.com/in/joeycoleman1/ How to get more Disruption/Interruption: Amazon Music - https://music.amazon.com/podcasts/eccda84d-4d5b-4c52-ba54-7fd8af3cbe87/disruption-interruption Apple Podcast - https://podcasts.apple.com/us/podcast/disruption-interruption/id1581985755 Spotify - https://open.spotify.com/show/6yGSwcSp8J354awJkCmJlDSee omnystudio.com/listener for privacy information.

Jason Anderson is the COO of Andzen, a global customer journey and AI-powered CRM agency. In his role, he oversees operational execution and helps drive the agency's growth and client success across email, SMS, and loyalty programs. Jason has over a decade of experience in the e-commerce lifecycle and CRM marketing. In this episode… Scaling an e-commerce business can feel like combining tactics without experiencing momentum. Brands add more channels, push more messages, and chase efficiency metrics, yet retention stalls and growth plateaus. What separates brands that break through from those that remain stuck? According to e-commerce retention expert and CRM strategist Jason Anderson, the difference lies in designing intentional customer journeys. He emphasizes valuing your work, attracting ideal customers — not just the least expensive ones — and building systems that drive repeat purchases. Additionally, brands should segment customers by intent and engagement, integrate their tech stacks to uncover meaningful data, and use loyalty programs to reward behavior. In this episode of the Up Arrow Podcast, William Harris sits down with Jason Anderson, COO of Andzen, to discuss how intentional customer journeys fuel e-commerce growth. Jason shares lessons from Andzen's near-failure, smarter segmentation and reengagement strategies, and how loyalty programs can increase lifetime value without eroding margins.

Subscribe to our Newsletter: https://theultimatepartner.com/ebook-subscribe/ Check Out UPX: https://theultimatepartner.com/experience/ In this high-impact podcast episode to kick off 2026, Vince Menzione sits down with Jay McBain (Canalys/Informa) to decode the tectonic shifts reshaping the technology ecosystem. Jay reveals why the tech economy is forecasting double-digit growth while the broader economy lags, introducing a “Tale of Two Cities” where direct infrastructure sales are booming but partner influence is more critical than ever. He explains the drop in channel transact share to 66.7% and why the “96% Partner Assist” is the new metric for success. Jay also details the shift away from traditional “Gold/Silver/Bronze” programs toward point systems that recognize partners at every one of the “28 moments” in the customer journey, from influence to long-term retention. Key Takeaways The tech industry is forecast to grow 10.2% in 2026, outpacing the global economy’s 2.7% growth. Channel transact share has dropped from 75% to a forecast of 66.7% as infrastructure deals go direct. Nvidia and the “Magnificent Seven” are driving a massive direct infrastructure build-out for the next era. Microsoft measures a 96% “Partner Assist” rate, with up to seven partners involved in every deal. 80% of customers now prioritize partner certifications and competencies over relationships when choosing partners. The number one request from partners is to be recognized for value across all 28 moments, not just the point of sale. If you're ready to lead through change, elevate your business, and achieve extraordinary outcomes through the power of partnership—this is your community. At Ultimate Partner® we want leaders like you to join us in the Ultimate Partner Experience – where transformation begins. Key Tags: Jay McBain, Canalys, Informa Tech, Partner Assist, 28 Moments, Tech Growth 2026, Channel Strategy, Nvidia, Infrastructure Buildout, Partner Economics, Microsoft Ecosystem, AWS, Direct Sales, Indirect Sales, Partner Influence, Multiplier Effect, Customer Journey, Partner Programs, Tech Economy, Ecosystem Orchestration. https://youtu.be/ntogEr6mjKg?si=_AaBPBfv9KcMRA9D Transcript: [00:00:00] Jay McBain: By the way, marketplaces, the massive growth in marketplaces for everyone that doesn’t own the marketplace is also an indirect sale. It should be helping these numbers. Yeah, so, but there’s one company that’s driving and happens to be the most valuable company in the world right now. [00:00:15] Vince Menzione: Let’s start off with the first, my burning question I have first, let’s cover it first. [00:00:21] Vince Menzione: If you had a sum up 2026 for partners in one sentence. What is it and what are people still underestimating? [00:00:29] Jay McBain: Yeah, it’s one, one word is probably opportunity. Opportunity. Um, so we look around the world, uh, the world economy without technology in it is gonna grow at 2.7%. That’s about $120 trillion with technology in it, technology industry, we’re forecasting to grow by double digits. [00:00:47] Jay McBain: Amazing. You know, in a world that’s growing at two, uh, we’re expecting 10.2%. Growth. And this industry, as you know, is surrounded by partners. Yes. And there are opportunities in hardware, in software, in services, in telco, all the different parts of the customer’s budget. And to look through the double digits though, I mean the, the extension of the sentence is, it’s a tale of two cities. [00:01:11] Jay McBain: Yeah. I was gonna ask you about this. Police do. There isn’t an opportunity in every slice. You know, some of the slices are shrinking by single digits. Some of them are growing by low single digits, but some of them are in the 20, 30, 40% growth range. And this is what partners are starting to think, these tectonic shifts that are happening, the ultimate partnerships that are happening are in very specific places that you kicked off this session talking about. [00:01:35] Vince Menzione: Yeah. So I would love to di dive in here because we have your, we have your slide up behind us. In fact, in talking about this $6.1 trillion economy around te uh, tech and telco and this opportunity. So, you know, we’re, there are gonna be winners and losers right in, in terms of these, uh, these segments or slices of the economy. [00:01:55] Vince Menzione: We can talk about that now. I, I think maybe it would be a good idea to talk about both the channel and, and why the par the channel plays such a big role in this growth. And then talk about what the winners and losers are gonna be. [00:02:07] Jay McBain: Yeah, I mean, broader. Um, actually if we go to the next, uh, slide, there is, um, a declining number and in the world economy that 120 trillion, 75% of it. [00:02:20] Jay McBain: Uh, moves indirectly. You bought your last car from a dealer. Yeah. You bought your last, uh, TV from a retailer, you know, peanut butter from a grocer, that type of thing. But the agencies, the brokers, the resellers, the retailers, the franchisees, the gas stations, pharmacies, grocery, all the different parts of the 27 industries, you know, play an incredible role. [00:02:40] Jay McBain: Our industry was at 75, not just three years ago. Wow. It dropped to 73.2. Two years ago, down to 70.1 last year, and this year’s forecast to be 66.7, so it’s dropping by about 3% each year and it’s this how money changes hands. Yeah. By the way, marketplaces, the massive growth in marketplaces for everyone that doesn’t own the marketplace is also an indirect sale. [00:03:05] Jay McBain: It should be helping these numbers. Yeah, so, but there’s one company that’s driving and happens to be the most valuable company in the world right now, Nvidia. Yeah. And the broader data center buildup mostly on consumer side, but this infrastructure data center build out globally happening right now is mostly happening direct. [00:03:22] Jay McBain: Yeah. There are the magnificent seven who are spending hundreds of billions of dollars each. On these chips and on this, uh, capability and capacity for this next 20 year era. And this is not a resell gain. They’re not buying through distribution and not buying through a reseller. And that’s where you talk about haves and have nots. [00:03:40] Jay McBain: You talk about this economy that, you know, Nvidia for example, was growing at triple digits, quarter in, quarter out, you know, becoming the most valuable company. And it’s not. A traditional technology opportunity, right? There isn’t managed service providers inside these data centers. There isn’t technology folks like VARs and system integrators in plugging in the equipment. [00:04:02] Jay McBain: Yeah. So we gotta watch and, and look at where this next shift takes us and where this multiplier opportunity wraps around it. So that’s the second number here. 96%. Which hasn’t changed. This is a number by the way, that Microsoft measures Yes. Understand. And, and Microsoft looks at it and, you know, second most valuable company in the world measures every deal they’re in and then have been for decades. [00:04:26] Jay McBain: And they measure this 96% of partner assist upwards of seven partners in every one of their deals. And looking at this partner assist number is what drives them. And in Microsoft’s case. You know, perhaps without a better product price or uh, promotion than their lead competitor. AWS, they’ve outgrown them for 26 straight quarters. [00:04:45] Jay McBain: Yes. And they point to place as the reason why that two, three, maybe even four of those seven partners may be leading with Microsoft in critical moments. And so every company, large, medium, and small, look at this partner assist number. And this is where we take that ecosystem conversation. [00:05:02] Vince Menzione: So with 96% partner assist, why do partners touch, touching, everything still feel invisible in many cases. [00:05:11] Vince Menzione: And what’s the one move that they, they make? Or need to make to make them undeniable to [00:05:15] Jay McBain: vendors in 2026? Yeah, I mean, this is a long legacy. There’s 44 years of legacy of being measured at the point of sale where programs were built and paid at the point of sale. Yeah. Assuming you did a bunch of stuff like consulting and design and advisory before the point of sale, assuming you’re gonna stay after the sale and get the renewal and get the upsell, cross sell, and enrichment, there was this assumption, but you were really recognized only at one moment. [00:05:41] Jay McBain: And when we did the survey last year across, you know, 20,000 partners around the world, the number one thing they’re asking vendors for now. Is to recognize, measure monitor me at every moment. Mm-hmm. 28 of them before the sale every 30 days. Forever after the sale. Yep. At the point of sale, the provisioning, the procurement, all the pieces of where we add value. [00:06:02] Jay McBain: And now Microsoft was one of the leaders that came out with a point system over three years ago to say, we’re gonna start measuring and, you know, spreading the program dollars around a little bit like peanut butter. There’s over 400 companies now who have followed suit. You know, Cisco goes live in two weeks, so we’re in this mode now where the world is changing of economics, of partnering. [00:06:23] Jay McBain: It’s changing how recognition happens and it’s the number one thing partners want. [00:06:27] Vince Menzione: Yeah, we’re moving away from the gold, silver, bronze, uh, days of the past and, and tying ’em to these moments. In particular, the Ultimate Partner Winter retreat is gonna be here in the Boca Studio. This is the third year. [00:06:41] Vince Menzione: That we’re gonna be here in Boca. This is always a favorite of our community members, our executive members, our sponsors and speakers. We’ll all be here in the studio, which is a really intimate setting. We can see it upwards of 40, 50 people. We’ll be hosting an incredible dinner at the Boca Resort overlooking the golf course. [00:07:01] Vince Menzione: That’s an incredible property and uh, we’d love to have you join us. Thank you for being part of the ultimate Partner community, and I hope to see you this year at one of our events. Thank you.

I just booked my first Disneyland trip of the year, and the second I hit confirm, my brain went straight into planning mode — not because I love spreadsheets (okay, maybe a little), but because Disneyland is not a place you wing it.And neither is your client experience.In this episode, I walk you through why planning a Disney day is the exact same skill you need to design a calm, trustworthy client journey — and why most people make email writing way harder than it needs to be by skipping this step.You'll hear:Why your customer journey doesn't need to be complicated — it just needs to existHow mapping your touchpoints prevents overwhelm, silence, and confusionThe real reason writing client emails feels exhausting and repetitiveWhy “what happens next?” emails are a process issue, not a client issueHow planning the journey first makes email writing faster, clearer, and easierIf you're tired of making decisions in the moment, rewriting the same emails, or feeling like your client experience only works because you're babysitting it — this episode will show you where to start.Inside Email Like You Mean It, we map your full customer journey first, then write every email that supports it together in five focused days — so you can finally trust the process you're walking your clients through.➡️ The next sprint starts February 2ndLearn more at coliejames.com/emailAnd if a Disney trip has been on your to-do list? Take this as your sign to book it — and actually enjoy it.

What if the customer experience principles behind Disney-level service and NASA-grade operational excellence could be applied to your business, without increasing your costs? In this episode of the Grownlearn Podcast, host Zorina Dimitrova, Investment Matchmaker & Strategic Growth Advisor, sits down with Vance Morris, a customer experience expert who has worked with Disney, NASA, and the Kennedy Center.

Perry Sheraw is a marketing automation expert with over 20 years of experience turning chaotic email strategies into high-converting customer journeys. A former print journalist turned C-suite executive, Perry launched her first email campaign in 2002 and never looked back. She has since led marketing strategy for both Fortune 500 companies and scaling startups, with deep specialization in email, SMS, CRM alignment, and marketing tech.Visit Perry's Website: www.perrrysheraw.comVisit DUMA's Website: https://www.dumacx.com/

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Recorded live at SocialWest 2025 in Calgary, this episode of the Marketing News Canada podcast features guest host Laila Hobbs in conversation with Julie Ogilvie, Executive Director of the Kentville Business Community and Founder of Julie Ogilvie Consulting.Julie shares how small businesses and solo founders can build customer journeys that convert, without burning out or spending all their time on marketing. The conversation breaks down what a customer journey really is, why it extends far beyond the point of purchase, and how brands can turn customers into long-term advocates through thoughtful post-purchase experiences.From balancing passion with profitability to focusing on the most overlooked stages of the customer journey, this episode offers practical, grounded advice for marketers, founders, and business owners looking to build sustainable growth.

Most brands think their messaging is clear. Their customers often disagree. In this episode of Frictionless Growth Marketing, Sonia Thompson sits down with Dr. J.J. Peterson — marketing and communication expert, former Head of StoryBrand, and co-host of the globally top-ranked Marketing Made Simple podcast — to unpack how messaging can either remove friction or quietly block business growth at every stage of the customer journey. Together, they explore why unclear messaging is one of the most overlooked sources of friction in marketing — and how it leads to lost trust, stalled conversion, and missed growth opportunities, especially with today's identity-rich, values-driven consumers. This episode will help you spot where your messaging may be slowing customers down — and how to realign it to drive business growth. You'll learn: How unclear messaging creates friction across the customer journey Why customers need to see themselves in your story to take action How storytelling increases clarity, trust, and conversion Where brands unintentionally push customers away with their language and positioning How to communicate with empathy and authority — without sounding generic or salesy Why clear, human messaging is essential for sustainable business growth Dr. Peterson also shares powerful real-world examples, lessons from working with global brands, and insights on how leaders can show up as guides — not heroes — in their customers' stories. If you want to improve customer experience, remove messaging friction, and drive business growth through clearer, more human communication, this episode will help you see exactly where to start.