Podcasts about customer journey

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

In dieser Folge des Onlineshop Geflüster Podcasts wird's persönlich: Ich spreche über eine Sache, die mir früher richtig schwergefallen ist – und warum es ein Gamechanger war das zu ändern. Egal ob im Business oder privat: Hilfe anzunehmen ist kein Zeichen von Schwäche, sondern der erste Schritt zu echtem Wachstum. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Wenn du sofort tiefer einsteigen willst: Hol dir mit unserem Onlinekurs die kugelsichere Komplettanleitung für profitable Meta Ads im eCommerce.

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

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

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

Hier geht's zum Meta Scaling System: https://www.berend-heins.de/meta-scaling-system?utmsource=organic&utmmedium=podcast In dieser Folge des Onlineshop Geflüster Podcasts geht's um einen Klassiker: Deine Meta Ads liefern plötzlich richtig starke Ergebnisse – und brechen dann komplett ein? Wir schauen uns an, woran das liegen kann, was du tun solltest, wenn der ROAS ins Bodenlose fällt und wie du deine Ads wieder stabil auf Kurs bringst. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Wenn du sofort tiefer einsteigen willst: Hol dir mit unserem Onlinekurs die kugelsichere Komplettanleitung für profitable Meta Ads im eCommerce.

KI verändert das SEO-Game – und das spüren besonders Betreiber:innen von Online-Shops. In dieser Episode spreche ich mit Stefan Vorwerk, Head of SEO bei der Getaway Group (u.a. kurz-mal-weg.de), über die Auswirkungen von ChatGPT, AI Overviews und Co. auf die Sichtbarkeit im E-Commerce. Stefan bringt fundiertes Wissen aus der Agenturwelt und Inhouse-Praxis mit – von About You bis Getaway – und erklärt, wie sich seine tägliche Arbeit, seine Strategien und seine SEO-Ziele durch die rasante Entwicklung im KI-Bereich verändert haben. Wir sprechen u.a. darüber: ✅ Welche Arten von Inhalten besonders unter KI-Antworten und AI-Overviews leiden ✅ Warum klassische SEO-Arbeit trotz KI wichtiger denn je bleibt ✅ Wie sich Shop-SEO durch Merchant Center, Content-Chunks & neue SERP-Formate verändert ✅ Welche Rolle Mentions heute spielen – und warum Backlinks nicht alles sind ✅ Wie Stefans Team mithilfe von Custom GPTs bis zu 60 % effizienter arbeitet ✅ Warum Inhalte entlang der Customer Journey neu gedacht werden müssen ✅ Wie KI bei Analyse, Reporting und Content-Planung hilft – ganz konkret und praxisnah ✅ Welche strategischen Weichen E-Commerce-Unternehmen jetzt stellen sollten Ich teile meine Gedanken und freue mich auch auf Feedback von euch. Gerne an podcast@seosenf.de oder per LinkedIn. Besucht gerne unsere Webseite unter www.seosenf.de

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

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

Hier geht's zum Meta Scaling System: https://www.berend-heins.de/meta-scaling-system?utmsource=organic&utmmedium=podcast In dieser Folge des Onlineshop Geflüster Podcasts geht's um die bittere Wahrheit: Gute Ads allein bringen dich nicht ans Ziel. Ich teile mit dir, warum selbst hochwertig produzierte Creatives nichts bringen, wenn dein Onlineshop und dein Angebot nicht on point sind – und was stattdessen den Unterschied macht, wenn du profitabel skalieren willst. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Wenn du sofort tiefer einsteigen willst: Hol dir mit unserem Onlinekurs die kugelsichere Komplettanleitung für profitable Meta Ads im eCommerce.

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

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

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

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

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

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

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

Hier geht's zum Meta Scaling System: https://www.berend-heins.de/meta-scaling-system?utmsource=organic&utmmedium=podcast Candy Rack: https://apps.shopify.com/candyrack?utm_source=affiliate&utm_medium=partnerjam&locale=de In dieser Folge des Onlineshop Geflüster Podcasts zeige ich dir, wie du mit der richtigen Shopify App deinen durchschnittlichen Warenkorbwert erhöhen kannst – und warum das einer der stärksten Hebel für mehr Profit im E-Commerce ist. Wenn du mehr als ein Produkt im Onlineshop hast, solltest du diese Folge auf keinen Fall verpassen. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Wenn du sofort tiefer einsteigen willst: Hol dir mit unserem Onlinekurs die kugelsichere Komplettanleitung für profitable Meta Ads im eCommerce.

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

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

Dan Juckniess, CRO of SPS Commerce, and Mitch Edwards, principal at Alexander Group, explore the complexities of driving revenue and customer satisfaction in today's dynamic business environment. This conversation explores the challenges of balancing volume-based and revenue-based approaches when working with retailers and their suppliers, emphasizing the importance of not only pursuing the largest opportunities but also engaging a diverse supplier base to meet retailer commitments. Dan highlights the importance of educating suppliers—not just enforcing compliance—to ensure they understand the value provided. The conversation examines how tracking the customer journey, utilizing customer data to predict retention and identify upsell opportunities, and responding to market uncertainty are crucial for driving growth. Throughout, they emphasize partnership, transparency and adaptability as drivers of customer satisfaction and business success.

Nicole is the CEO and Founder of Thrive In Design, a consultancy dedicated to helping interior designers and product manufacturers embrace human-centered design principles with the aim of helping design-driven brands stand out, sell effectively, and scale strategically. A graduate of Syracuse University and the Savannah College of Art and Design, she founded Thrive In Design to help interior product companies boost brand awareness and revenue. I spoke to Nicole via Zoom in June 2025. In this episode, we discover how a college research project prepared Nicole to help design companies deal with the challenges of the pandemic.  The importance of working your networks and making authentic connections.  How an entrepreneurial approach and a business mindset shifts can help develop your business. The role her podcast has as a platform for collaboration and thought leadership. And why, if you want to develop your business, you need to A.C.E. the journey. LinksNicole on LinkedIN https://www.linkedin.com/in/nicoleben/ Thrive in Design on LinkedIN https://www.linkedin.com/company/thriveindesign/posts/ Thrive in Design https://www.thriveindesign.co/ Sign up for Thrive in Design's next live training: https://training.thriveindesign.co Subscribe to Thrive in Design's email list: https://podcast.thriveindesign.co How to be a kick-ass Interior Designer. Come and join us on the Interior Design BA(Hons) course at the University of Plymouth.https://www.plymouth.ac.uk/courses/undergraduate/ba-interior-design Thanks to Dave Clarke from @iamthehow (http://www.iamthehow.com) for production support and invaluable advice in the setting up of this Podcast. Kay Hanson (https://www.instagram.com/kay_v_hanson/) for her planning support and co-hosting for these and our educational podcasts for the University of Plymouth Mark Frith (https://www.markfrith.uk/) for composing the music and all your support and advice along the way. I'd love to hear feedback on the podcast.  Leave a comment or get in touch via the website or Instagram. Websitehttp://www.multistorythinking.com/contact Instagramhttps://www.instagram.com/forster_jonathan/ Thanks for listening.  Bye for now.

Hier geht's zum Meta Scaling System: https://www.berend-heins.de/meta-scaling-system?utmsource=organic&utmmedium=podcast In dieser Folge des Onlineshop Geflüster Podcasts spreche ich über eine Sache, die dir kaum jemand sagt: Warum du als Gründer oder Gründerin im E-Commerce viel weniger mit deinen Produkten zu tun hast, als du denkst – und viel mehr mit Problemen. Ich zeige dir, wie du besser mit diesen Herausforderungen umgehst, worauf es wirklich ankommt und wie du dein Unternehmen mit klarem Fokus weiterbringst. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Wenn du sofort tiefer einsteigen willst: Hol dir mit unserem Onlinekurs die kugelsichere Komplettanleitung für profitable Meta Ads im eCommerce.

Hier geht's zum Meta Scaling System: https://www.berend-heins.de/meta-scaling-system?utmsource=organic&utmmedium=podcast In dieser Folge des Onlineshop Geflüster Podcasts geht's um Rabattaktionen – und warum sie deinem Onlineshop nicht schaden, sondern echte Chancen bieten können. Ich zeige dir, wie du Rabatte strategisch nutzt, deine Marge im Griff behältst und gleichzeitig deinen Umsatz pushst – ohne an Markenwert zu verlieren. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Wenn du sofort tiefer einsteigen willst: Hol dir mit unserem Onlinekurs die kugelsichere Komplettanleitung für profitable Meta Ads im eCommerce.

In dieser Folge ist Julian Kramer, Chief Experience Ambassador bei Adobe, erneut zu Gast – diesmal live im Studio in Hamburg. Julian gibt Einblicke in die Transformation von Adobe: vom Softwareboxen-Vertrieb hin zum digitalen Abo-Modell. Diese Veränderung stellte Adobe vor neue Herausforderungen – und führte zur Entwicklung eines Data-Driven Operating Models, das heute die Grundlage für kundenzentriertes, datenbasiertes Arbeiten im Unternehmen bildet. Weitere Themen im Gespräch: • Wie Adobe Kundenerlebnisse über den gesamten Lebenszyklus hinweg datenbasiert steuert • Warum einheitliche Metriken und Verantwortlichkeiten essenziell sind • Welche Rolle Testing, Lernen und Kultur im Operating Model spielen • Welche KPIs über den klassischen Vertrieb hinaus an Bedeutung gewinnen • Wie Adobe seit 2017 das Modell global verankert hat Ein spannender Blick hinter die Kulissen eines der innovativsten Tech-Unternehmen der Welt. Über Julian Kramer Julian Kramer ist Technology Evangelist bei Adobe. Nach Stationen bei Mercedes-Benz, Google und als einer der ersten YouTube-Produzenten in Europa, berät er heute Unternehmen an der Schnittstelle von Technologie, Kreativität und Strategie. Bei Adobe beschäftigt er sich mit der Zukunft des Marketings – insbesondere mit dem Einsatz von Künstlicher Intelligenz entlang der gesamten Customer Journey. Mehr noch zu Julian unter: www.linkedin.com/smart-links/AQHKJkdRbe0hqw Der Engage and Retain Podcast wird produziert von TLDR Studios.

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

Lauren Pufpaf, COO and Co-Founder of Feed Media, joins us to explore how music is far more than just background noise — it's a potent driver of customer emotion, behavior, and loyalty. Lauren reveals how brands like American Eagle and fitness platforms are using curated music to create “sticky” digital experiences that boost engagement and conversions. The conversation dives into the neuroscience behind why music works so effectively in CX and how the right sound strategy can elevate everything from retail apps to telehealth waiting rooms. Hit play and discover how your brand might be missing out on a powerful emotional trigger.

In this weeks' Scale Your Sales Podcast episode, my guest is Leore Spira.   Leore Spira is a Revenue Operations executive and advisor, and GTM strategy leader with over 15 years of experience in B2B SaaS. She specializes in scaling startups, aligning cross-functional teams, and transforming insights into execution. Known for her strategic vision, operational rigor, and data-driven leadership across marketing, sales, and customer success.   In today's episode of Scale Your Sales podcast, Leore emphasizes the importance of aligning people, processes, and technology, and shares why understanding both the business ecosystem and internal stakeholders is key to sustainable growth. They also discuss the evolving role of AI, the value of empathy and transparency, and how to balance automation with a human-first approach to customer relationships.   Welcome to Scale Your Sales Podcast, Leore Spira.     Timestamps: 00:00 Adapting Business Practices for Growth 07:09 Proactive Pre-sale and Marketing Strategy 10:09 Collaborative Pipeline Focus 13:56 AI for Streamlining Dashboards 17:24 Enhancing Team Support with AI 21:00 AI: Efficiency Over Expansion 26:19 Customer Journey and Success Focus 28:35 Mutual Evaluation in Sales Strategy 33:00 Leadership's Role in Organizational Impact 34:58 Data-Driven Survival Strategies     https://www.linkedin.com/in/leorespira/     Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales.   Book Janice to speak virtually at your next event: https://janicebgordon.com LinkedIn: https://www.linkedin.com/janice-b-gordon/ Twitter: https://twitter.com/JaniceBGordon Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast More on the blog: https://scaleyoursales.co.uk/blog Instagram: https://www.instagram.com/janicebgordon Facebook: https://www.facebook.com/ScaleYourSales And more!   Visit our podcast website https://scaleyoursales.co.uk/podcast/ to watch or listen.

The customer journey is the backbone of any small business. Today, we're mapping out and enhancing every interaction to drive loyalty and growth for YOUR business.

"It's not my perspective that is important… it's the fact that we have hundreds of different people coming through who all are achieving success, or failures in some ways, through real estate investing." - Scott Trench   Scott Trench is the driving force behind BiggerPockets, where he serves as CEO and President. He began as an active member of the BiggerPockets community before joining the team as an early employee and Director of Operations in 2014. In 2018, Scott was promoted to President and CEO, a role in which he continues to steer the company's mission—helping everyday people build wealth through real estate investing. In this episode, Scott reflects on how BiggerPockets grew from a grassroots forum to a 3+ million-member ecosystem. He explores the art of scaling a community-driven brand, leveraging content and tools to educate and inspire investors. Scott also delves into his financial playbook—from real estate specialization to mindset shifts—and shares how he empowers others to "live life on your own terms." His perspective is not just his own—it reflects the collective journeys of thousands of real-world investors, each building wealth through wins and setbacks.   Website: https://www.biggerpockets.com/ YouTube: https://www.youtube.com/c/biggerpockets LinkedIn: https://www.linkedin.com/in/scott-trench-53056a22/ Instagram: https://www.instagram.com/scott_trench/   Apply to join our marketing mastermind group: https://notypicalmoments.typeform.com/to/hWLDNgjz   Follow No Typical Moments at: Website: https://notypicalmoments.com/ LinkedIn: https://www.linkedin.com/company/no-typical-moments-llc/ YouTube: https://www.youtube.com/channel/UC4G7csw9j7zpjdASvpMzqUA Instagram: https://www.instagram.com/notypicalmoments Facebook: https://www.facebook.com/NTMoments

"It's not my perspective that is important… it's the fact that we have hundreds of different people coming through who all are achieving success, or failures in some ways, through real estate investing." - Scott Trench   Scott Trench is the driving force behind BiggerPockets, where he serves as CEO and President. He began as an active member of the BiggerPockets community before joining the team as an early employee and Director of Operations in 2014. In 2018, Scott was promoted to President and CEO, a role in which he continues to steer the company's mission—helping everyday people build wealth through real estate investing. In this episode, Scott reflects on how BiggerPockets grew from a grassroots forum to a 3+ million-member ecosystem. He explores the art of scaling a community-driven brand, leveraging content and tools to educate and inspire investors. Scott also delves into his financial playbook—from real estate specialization to mindset shifts—and shares how he empowers others to "live life on your own terms." His perspective is not just his own—it reflects the collective journeys of thousands of real-world investors, each building wealth through wins and setbacks.   Website: https://www.biggerpockets.com/ YouTube: https://www.youtube.com/c/biggerpockets LinkedIn: https://www.linkedin.com/in/scott-trench-53056a22/ Instagram: https://www.instagram.com/scott_trench/   Apply to join our marketing mastermind group: https://notypicalmoments.typeform.com/to/hWLDNgjz   Follow No Typical Moments at: Website: https://notypicalmoments.com/ LinkedIn: https://www.linkedin.com/company/no-typical-moments-llc/ YouTube: https://www.youtube.com/channel/UC4G7csw9j7zpjdASvpMzqUA Instagram: https://www.instagram.com/notypicalmoments Facebook: https://www.facebook.com/NTMoments

On July 22, attend our free web class to discover the 6 proven processes to pull you off the job site and out of sales. Register now here: https://trybta.com/CE-CGM-JL25Get a copy of Cory's Client Guide here: https://trybta.com/DL225To learn more about Breakthrough Academy, click here: To learn more about Breakthrough Academy, click here: https://trybta.com/EP225 If you're a business owner stuck in the day-to-day whirlwind and wondering how to reclaim your time—today's episode is your blueprint.We're joined by Cory Byron, founder of Vancity Electric and a Breakthrough Academy Member for over seven years. Since joining, Cory has doubled his gross profit—not by working more hours, but by installing smart automated systems that do the heavy lifting for him.In this episode, he unpacks the exact systems that took his customer journey from reactive chaos to streamlined machine—from customer onboarding automations to virtual quoting tools, to follow-ups that actually close more jobs. Cory is an absolute tank when it comes to automation, leveraging technology and implementing systems and every contractor can learn something from him.Episode Highlights:- Get a walkthrough of a REAL contractor and BTA Member's customer experience automations and systems that increase closing rates, facilitate upsells and foster positive engagement between the company and the customer.- Learn about Cory's experience as a BTA Member and how the program helped him double his gross profit WITHOUT grinding harder for more hours.- Hear about the lifestyle systemizing has allowed Cory to live. More time with family, more involvement with community and more time to do what he loves.00:00 - Intro01:50 - Background03:49 - A business = a list of 50 systems08:51 - About VanCity's customer journey systems09:17 - System 1: Estimates16:39 - System 2: Virtual Video Quoting24:52 - System 3: Post-Estimate Follow Up29:13 - System 4: Sales to Production Handoff Email32:32 - System 5: Upsell Email35:04 - Upkeep and team adoption39:27 - The Payoff: Freedom to Build a Bigger Life47:29 - Closing questionsSoftware mentioned:Jobber: https://go.getjobber.com/glem5q3dftbcNiceJob: https://book-a-demo.referral-factory.com/uEYyWFkd

How do you take strangers and turn them into superfans? It's one of those marketing challenges that once you master it, you can easily scale your course business. Catch this episode to talk funnels, the customer journey and the two key types of emails to send. Get the full links and show notes at https://CourseCreatorsHQ.com/240.  LINKS MENTIONED / RECOMMENDED   Just in time for Amazon Prime Days - 24 Top Tools & Gear for Online Course Creatorshttps://CourseCreatorsHQ.com/214Get 30 free days of Kajabi + 10 weeks of free coaching when you sign up using this link (pick your plan) - https://coursecreatorshq.com/kajabisignup  Customer Journey: Get this free course -  Is My Course Idea Any Good? here -https://www.coursecreatorshq.com/idea   Where should I host my course? https://coursecreatorshq.com/how-to-choose-the-best-place-to-host-your-course-video/Join us for weekly live coaching - https://CourseCreatorsHQ.com/launchpad RELATED EPISODES   E061: Use This Tool to Find Your Perfect StudentsE187: Funnels, Email & Better Messaging… Oh My!E039: Funnels 101 – Strategies for Online Course CreatorsE065: 5 Ways to Create Partnerships That Lead to Five- and Six-FiguresE175: 12 Questions to Build Your Online Course Business in 2024 KEY TAKEAWAYS FOR ONLINE COURSE CREATORS      Think of your customer journey:First, they notice you (hello, lead magnet or post)Then they get curious (your emails & value)Finally, they feel ready to commit (your offer!)To find the Customer Journey for your students:- Find obstacles and questions that come up- Supply resources at that point in the journey. Decide whether you will focus on Autoresponder / Sequence / Funnel Vs. Broadcast COME VISIT JULIE!  Get on the email list AND get the FREE Ultimate Course Creators Planner -  https://coursecreatorshq.com/2025PlannerPodcast   GoodPods Let's talk about this episode on GoodPods – https://CourseCreatorsHQ.com/goodpods (mobile only, download the app first) Website https://www.CourseCreatorsHQ.comYouTube  https://coursecreatorshq.com/YouTubePodcast   Facebook https://www.facebook.com/CourseCreatorsHQInstagram  https://www.instagram.com/CourseCreatorsHQTwitter https://www.Twitter.com/CourseHQThreadshttps://www.threads.net/@coursecreatorshq  Disclaimers  https://coursecreatorshq.com/disclaimers/

Email marketing is dead. In this episode, Richard sits down with Emilia Święcicka, Strategic Partnership Manager at Intuit Mailchimp, for an engaging and insightful chat about how email marketing is evolving in the world of eCommerce & how it is simply not dead.  Emilia walks us through her journey, from starting out on the agency side to leading strategic partnerships at Mailchimp, where she helps brands and agencies unlock the full potential of email, SMS and CRM strategies.  They explore how Mailchimp has grown from a tool focused on small businesses into a powerful platform supporting mid-market and enterprise eCommerce brands, thanks to Intuit's investment in automation, AI, advanced reporting and localised support. They also break down why email is still one of the highest-ROI marketing channels, how to use data to drive smarter campaigns and the exciting ways AI is streamlining workflows and boosting performance.  Emilia shares practical tips on building customer loyalty, the value of strong brand storytelling, and clever ways to grow your list, like pop-ups and quizzes that actually work. Whether you're running a fast-growing eCommerce store or just starting to refine your marketing strategy, this episode is full of actionable ideas to help you create better customer journeys and drive meaningful growth. Listen to the full podcast right now! Topics Covered  00:25 – Origin of partnership: Met at a platform conference years ago, collaborated on events, with Mailchimp evolving from SMB focus to mid-market and eCommerce under Intuit 03:43 – Mailchimp's growth under Intuit: Enhanced features, automation, and global support for businesses of all sizes 07:56 – Retention and LTV: Key for multi-7-figure brands; focus on creative ads and retention flows to boost profitability 13:00 – Pre-purchase research tips: Check About Us pages, reviews and social media for brand credibility 14:46 – Smart tactics: Discover lesser-known strategies using rich, diverse customer data 17:59 – Testing culture: Bigger brands embrace experimentation; even small tweaks (e.g., pop-ups) can drive conversions 22:33 – Mailchimp strengths: Trusted platform with strong deliverability and domain authentication infrastructure 25:55 – Case study – The Biker Company: Boosted ROI using Mailchimp features after switching ESPs 28:44 – SMS + Email: Combining both channels strategically enhances results 30:41 – Intuit vision: QuickBooks + Mailchimp integration to streamline operations and improve business outcomes

As insurance attempts to become more interactive for customers the data still needs to be entered and those forms are key parts of the customer journey. Alun Lucas of Zuko Analytics shares how looking at forms and how customers behave with them can help insurance distributing entities.In this episode:Why looking at customer behaviour analytics on forms can explain where challenges existHow the Prune, Tune, Explain model can help drive engagement with data enteringWhy there is more to web pages than simply seeing bounce rate What AI will do by measuring customer behaviour and gauging risk based on itHow Session Reply allows customer behaviour to be seen and analyzed for better outcomesWhy better forms means better quotes and more salesUsing forms of any kind is becoming all too common and necessary for insurance distribution. Now with Zuko insurance entities can learn and strengthen their online offerings to create experiences and a value proposition that matches their growth goals.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of The Tech Leader's Playbook, Avetis Antaplyan welcomes Pete Steege, B2B growth strategist, founder of B2B Clarity, and author of the bestselling book Radical Clarity. With decades of experience across startups and Fortune 100 companies, Pete has carved out a unique niche: helping technical founders grow into confident, purposeful CEOs—no more accidental CEOs.The conversation explores Pete's unconventional journey from engineer to executive advisor, detailing pivotal moments that shaped his passion for guiding tech leaders. He shares the challenges many founders face when thrust into the CEO role—struggling with emotional leadership, unfamiliar responsibilities, and the overwhelming weight of building a lasting company.Pete unveils his “Chaos to Clarity” framework and “truth chain” methodology, both designed to help leaders simplify complexity, identify their true value, and scale with purpose. From diagnosing growth blockers to designing category-defining positioning, this episode is packed with practical insights. Listeners will walk away with a renewed perspective on leadership, marketing in the age of AI, and building companies that stand the test of time—by being more human, not louder.TakeawaysPete Steege helps technical founders evolve into confident, intentional CEOs.He coined the term “accidental CEO” for founders unprepared for executive leadership.Leadership often requires shifting from logic-driven thinking to emotional intelligence.Doing “more” is usually the wrong approach; doing less but better leads to success.Pete's "Chaos to Clarity" framework simplifies decision-making and business focus.His “truth chain” exercise aligns core identity with customer problems and outcomes.Customer journey mapping (map-gap-act) helps prioritize strategic business improvements.Trust is earned by leading with authenticity and a clear, purpose-driven message.Meaning drives both internal culture and external brand success.AI is overwhelming marketing—real differentiation comes from human clarity and restraint.Creating a "category of one" helps brands avoid competing on noise or price.Persistence, humility, and belief in the mission are hallmarks of CEOs who scale successfully.Chapters00:00 Introduction to Pete Steege & B2B Clarity01:05 Pete's Career Shift from Engineer to Customer-Facing Leader02:30 The Rise of the “Accidental CEO” & Existential Pivots in Tech05:00 Identity Shifts: From Product Builder to Leader of People07:30 Advice for Overwhelmed Founders Facing Leadership Pressure10:40 From Chaos to Clarity: Doing Less, but Better12:20 The Blueprint & “Truth Chain” Framework16:14 Mapping the Customer Journey to Prioritize Growth18:28 It's All About the Customer: Avoiding Random Acts of Marketing19:31 Inside the Book Radical Clarity: Clarity → Meaning → Purpose21:28 Building Trust Internally & Externally Through Authenticity24:47 Case Study: Messaging Breakthrough That Landed a Fortune 50 Deal27:57 Leadership Challenges in the Age of AI & Content Saturation31:17 Creating Category-Defining Messaging & Market Singularity33:45 Human-Centric Outreach in a Noisy World35:25 Patterns of Successful CEOs: Grit, Humility, Belief38:49 One Sentence Every Tech Founder Should Read: “Make room for meaning.”39:41 Closing Thoughts & Bonus Resources from PetePete Steege's Social Media Links:https://www.linkedin.com/in/petesteege/Pete Steege's Website:https://www.b2b-clarity.com/meet-pete/Resources and Links:https://www.hireclout.comhttps://www.podcast.hireclout.comhttps://www.linkedin.com/in/hirefasthireright

Welcome to another episode of the Elite Expert Insider Podcast! In today's episode, host Jenn Foster sits down with seasoned entrepreneur Jared Rosenthal—a trailblazer in the healthcare industry and founder of Health Street, known for its iconic “Who's Your Daddy?” DNA testing truck and its influence on a VH1 reality show. Jared shares the story of his entrepreneurial journey, from managing 400 employees in the corporate world to launching a unique mobile DNA and drug testing service that grabbed headlines and changed the industry. You'll hear how Jared leveraged eye-catching branding and clever marketing strategies to build his company from the ground up, as well as his insights into the ongoing challenges and solutions for entrepreneurs—especially in the ever-evolving world of software, onboarding, and digital marketing. Jared and Jenn dive into the importance of SEO, adapting to new technologies like AI, and why understanding your audience is the key to business growth.

Wie verändert KI die Arbeit von Marketeers, wenn sie nicht nur Inhalte generiert, sondern Prozesse autonom übernimmt? Julian A. Kramer, Technology Evangelist bei Adobe, spricht mit Erik über den technologischen und kulturellen Wandel bei Adobe – und die strategische Rolle von KI entlang der gesamten Marketing-Wertschöpfungskette. Im Gespräch geht es um ethische, rechtliche und kreative Fragen rund um KI, die Rolle von „Agentic AI“ in Unternehmen – und wie Adobe seine Plattform für Enterprise-Kunden und Kreative gleichermaßen weiterentwickelt. Die beiden diskutieren unter anderem folgende Fragen: - Wie hat Adobe sich von der Kreativsoftware hin zur Enterprise-Plattform transformiert? - Was bedeutet „Enterprise Safe KI“ – und warum ist rechtssicheres Training so entscheidend? - Welche Rolle spielen Übernahmen wie Magento, Marketo oder Omniture in Adobes Strategie? - Was versteht man unter „Agentic AI“ – und wie verändert das die Marketingprozesse der Zukunft? - Welche Herausforderungen gibt es bei der Integration von KI in komplexe Unternehmensumgebungen? - Wie gelingt es Adobe, die Bedürfnisse von Kreativen und Marketingabteilungen in einer Plattform zu vereinen? Über Julian A. Kramer Julian A. Kramer ist Technology Evangelist bei Adobe. Nach Stationen bei Mercedes-Benz, Google und als einer der ersten YouTube-Produzenten in Europa, berät er heute Unternehmen an der Schnittstelle von Technologie, Kreativität und Strategie. Bei Adobe beschäftigt er sich mit der Zukunft des Marketings – insbesondere mit dem Einsatz von Künstlicher Intelligenz entlang der gesamten Customer Journey. Der Marketing Transformation Podcast wird produziert von TLDR Studios.

In this episode, we're joined by Jennifer Peters, Head of Customer Success at Vesper, the commodity data platform working to bring transparency to the global commodity marketplace. Vesper provides market data, benchmarks, and forecasting to allow you to make confident decisions in volatile food markets. We spoke with Jennifer about what it really means to design and implement an effective customer journey, and why managing a customer portfolio doesn't automatically mean you're managing that journey well. Here are some of the key questions we address: What's the difference between managing customer portfolios and managing the full customer journey? Where does the customer journey actually begin, and why is that moment so often misunderstood? How do you make your onboarding flow keep pace with a fast-evolving product? Why is launching a new feature once never enough? What kind of adoption and usage metrics should CS teams monitor to prevent churn? How do you operationalize customer success playbooks so they trigger action, not just insight? What's the role of CS in ensuring goals set during the sales cycle don't disappear after onboarding? How do you keep stakeholders across sales, marketing, and product aligned on the journey you're all supporting? Tune in to hear how Jennifer and her team are building a proactive customer success engine at Vesper - and what any SaaS org can learn about keeping customers engaged, growing, and renewing long after the contract is signed.

Welcome to another episode of Elite Expert Insider! This week, Jenn Foster is joined by the insightful Luis Baez, a seasoned revenue strategist and sales coach whose impressive resume includes top names like LinkedIn, Google, Uber, and Tesla. In this episode, Luis dives deep into the world of personal branding, explaining why standing out as an individual is more important than ever amid the rise of AI and automation. He shares how he accidentally stumbled into the personal branding space—helping colleagues with their LinkedIn profiles—which eventually led to a thriving coaching business. Luis breaks down the essential mindset shifts necessary for building a brand that genuinely connects with others, emphasizing the importance of authenticity, human connection, and aligning your message with the value you deliver. He offers practical advice on blending automation with real human touchpoints, as well as tips on confidently pricing your services and creating repeatable revenue through signature frameworks.

Kris welcomes Brett Neller, CEO of LineLeader by ChildcareCRM, to explore the real meaning of the customer journey in child care, and why it's critical for sustainable growth. Brett shares insights from his professional evolution, including how dropping his kids off at care centers helped him deeply understand the needs of operators. He and Kris talk about enrollment challenges, operational bottlenecks, mapping a full customer journey, and how automation can power human connection, not replace it.   They also discuss fear-based leadership, what small businesses often get wrong in scaling, and why “state-of-the-art” doesn't have to mean complicated. From CRM misconceptions to the power of unified data, Brett drops insight after insight on how to grow with intentionality, and why understanding your brand touchpoints matters now more than ever.   Key Takeaways: [6:49] Brett shares how he got started at LineLeader in 2018 and how the mission of the early childhood industry drew him in. [9:30] Brett explains how their offering goes beyond a CRM. [10:20] What is the customer journey really, and how does understanding it boost your enrollment? [12:18] Many small businesses are still using whiteboards and sticky notes to manage leads, and why that doesn't scale. [13:02] Brett breaks down what most get wrong in enrollment. [15:08] How automation can be a gift for parent experience, and why tech doesn't have to feel robotic. [16:07] Brett shares more about his family life, and how he and his wife rely on child care as well. [18:28] Fun fact — Brett grew up in a military family and moved many times throughout his childhood. [19:30] The biggest mindset shift for owners: from reactive to data-driven. [22:04] How to spot where you're losing families in your funnel. [25:55] The real ROI of mapping your journey: improved staff morale, better conversion, and clarity. [27:03] The “wow” experience. [30:31] Brett and Kris talk about the danger of fear-based leadership and the difference between helpful automation and shiny object syndrome. [34:17] Practical tips on how to start your journey mapping even with a small team. [39:45] What it really means to lead with empathy and insight.   Quotes: “I love the mission behind the space. I love having kids and then dropping my kids off every day at childcare centers. So every day I see operators. And it's been fun to live the professional journey in parallel with, you know, the personal journey of raising kids.” — Brett [6:46] “Our thesis is to provide the best unified platform experience for staff and parents from a digital experience perspective.” — Brett [10:12] “That's the most important aspect of the family journey when they're seeking care, is that you need to execute a great tour. If you don't, that's the make or break point, where a family is either like, I'm in or I'm out.” — Brett [23:02] “Yeah, you have to get your teams excited about engaging and selling your school. It shouldn't be a dirty word. We have the opportunity to serve this family. Sales is service, and so let's just use that service mindset and get our teams excited about being able to win that family over so that we can actually make a difference in the life of that child.” — Kris [28:19] “The first thing we generally ask is what's your customer journey, and have you mapped it out?” — Brett [33:09]   Sponsored By: ChildCare Education Institute (CCEI) Use code CCSC5 to claim a free course!   Mentioned in This Episode: Kris Murray @iamkrismurray The Child Care Success Company The Child Care Success Academy The Child Care Success Summit Grow Your Center Childcare Education Institute: use code CDARenewal22 to get $100 off your renewal LineLeader

Joe Milano, the Chief Digital Officer (CDO), adds his page to the Marketing Playbook. Hear how to build great experiences to create loyalty, how to look at the entire customer journey to measure success, how to be there for the customer in all channels, whether transformation ever stops, and what Joe wanted to be when he grew up. Connect with Joe on LinkedIn

How do you balance fraud protection with customer experience when every security measure potentially adds friction to your users' journey?Join hosts Chuck Moxley and Nick Paladino as they talk with Tutu Adenle, a fraud prevention and customer experience expert who has navigated complex challenges at companies like Twitter, American Express, and Eventbrite. Tutu shares eye-opening insights about the sophisticated ways bad actors exploit marketplaces, from testing stolen credit cards to account takeovers, and explains why customers are now grateful for fraud alerts rather than annoyed by them.Tutu also reveals how she tackled content moderation on a global scale at Twitter, where moderating human behavior required understanding cultural nuances across different countries and regions. She discusses the delicate balance of implementing fraud detection tools that protect customers while maintaining a smooth user experience, and explains why building frictionless experiences requires understanding human behavior and constantly monitoring customer service data to know when you've gone too far.Main Takeaways from this episode:Embrace protective friction — Well-placed fraud prevention measures actually build customer loyalty when customers understand they're being protected, as evidenced by positive reactions to banking fraud alerts.Map friction strategically — Place fraud detection at critical points in the customer journey rather than throughout the entire experience, understanding where security is essential versus where it impedes legitimate users.Monitor customer service data religiously — Contact center volume and categories are your best early warning system for when friction has crossed from protective to frustrating, since customers will always tell you when something isn't working.Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!https://www.thefrictionlessexperience.com/frictionless/Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook- Tutu's LinkedIn: https://www.linkedin.com/in/tutu-adenle/ Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/Nick's LinkedIn: https://www.linkedin.com/in/npaladino/Chapters: (00:00) Introduction(03:00) From Physics to Customer Experience(05:00) Fraud in Digital Marketplaces(09:00) When Friction Builds Loyalty(11:00) How to Recover from Fraud Incidents(14:00) Finding the Right Balance with Multiple Fraud Tools(17:00) Strategic Friction Placement in Customer Journeys(19:00) Content Moderation Across Global Cultures(22:00) Regional Differences in Platform Safety(24:00) Proactive Content Detection(26:00) What Companies Get Wrong About Frictionless Experiences(30:00) Knowing When You've Gone Too Far(34:00) The Complexity of Building Frictionless Experiences(34:25) Conclusion

With over two decades of experience helping small businesses thrive, John dives solo into this episode to explore how AI is revolutionizing the buyer's journey. He breaks down the stages of his signature “Marketing Hourglass” framework and shares how businesses must adapt their strategies in an AI-driven world. Tune in to learn how to future-proof your marketing by aligning with evolving customer behavior, embracing self-service tools, and doubling down on authenticity and trust. Today we discussed: 00:00 Introducing Christine Perkett 00:09 The evolved buyer journey 02:29 Reintroducing the Marketing Hourglass as a flexible customer journey mode 03:43 How AI interrupts and reshapes journey stages like know, like, and trust 04:55 Recommendation engines and the rise of self-service experiences 06:12 The need to rethink SEO: focus on questions, not keywords 06:50 Combining digital efficiency with emotional, human-centered marketing 08:33 The journey is already changing—are you adapting? 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!

On this episode of the Scouting For Growth podcast, Sabine VdL talks to Mark Stern, founder and CEO of Custom Box Agency, an award-winning boutique specializing in bringing digital offers to life through innovative offline ‘box experiences.’ Today, he’ll share how he made the leap from corporate to startup life, offer practical tips for integrating physical touchpoints into a digital world, and discuss the secret sauce behind building high-impact customer journeys. I can’t wait to dive into his wealth of knowledge. KEY TAKEAWAYS When I mixed physical and digital together with my publication called ‘Entrepreneur Elements’ I people started posting unboxing videos, which a digital-only product can do. Everyone who received the product became an ambassador and lots of organic traffic was being created as a result. During Covid the virtual event game became bloody red, in terms of competition, because everyone became a virtual event expert overnight. But the boxes, and how we were approaching this to get results faster, was an unknown, exciting realm which I went 100% in on and the business skyrocketed from zero to a million in the first year just by pivoting and focussing on this opportunity. What we include inside our boxes is a welcome note, a getting started guide – which, for me is the most powerful sales pieces to orient people on the journey that they’re about to start and see your universe, a journey map – a visual depiction of the recipe that’s going to get you the result, then all the tools and resources. This isn’t SWAG (Stuff Without A Goal), think of it a product development and who we can truly get into your programme and give people the incentive structure to want to take one step at a time. I love data, so I can engineer feedback loops to say, once you’ve hit a certain milestone, how can I get you to provide me with the information I need so 1, I can celebrate you, but 2, it also gives me good intel to make the product you’re making better. BEST MOMENTS ‘In the online space done beats perfect. I approach the standards of the online realm in a corporate way; the client’s either ready or not ready at all.’ ‘If you have a digital product, you have to compliment it with something physical because physical can tap into other modalities and senses that digital can’t.’ ‘It’s not about you, it’s truly about your customers and their needs.’ ‘Boxes can be a tool to take what you’re already talking about/teaching, or the service you’re providing and making it easier for people to have the breakthrough in the tangible way the a digital-only product just can’t.’ ABOUT THE GUEST Mark Stern is an accomplished serial entrepreneur and the visionary behind Custom Box Agency, an award-winning experience design firm headquartered in Austin, Texas. Leveraging his background as a top-ranked strategy consultant at Deloitte, Mark has guided major retail and lifestyle brands through transformative growth initiatives. He holds an MBA from Duke University and has been recognized as a Forbes Next 1,000 Entrepreneur, as well as featured in Joey Coleman’s bestselling book Never Lose an Employee Again.Mark’s passion for merging the physical with the digital underpins his signature approach of crafting “offline-meets-online” experiences. By moving beyond standard swag and focusing on strategic box campaigns, Mark’s team has successfully launched 100+ direct mail initiatives—boosting conversions, slashing churn, and extending customer lifetime value. As a mentor at SXSW, sought-after keynote speaker, and champion for innovative entrepreneurship, Mark remains dedicated to helping businesses of all sizes adopt experience design as a powerful lever for growth. Email ABOUT THE HOST Sabine is a corporate strategist turned entrepreneur. She is the CEO and Managing Partner of Alchemy Crew a venture lab that accelerates the curation, validation, & commercialization of new tech business models. Sabine is renowned within the insurance sector for building some of the most renowned tech startup accelerators around the world working with over 30 corporate insurers, accelerated over 100 startup ventures. Sabine is the co-editor of the bestseller The INSURTECH Book, a top 50 Women in Tech, a FinTech and InsurTech Influencer, an investor & multi-award winner. Twitter LinkedIn Instagram Facebook TikTok Email Website This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

In this special edition episode, Michael LeBlanc and Steve Dennis address the unprecedented challenges facing retailers with Steve's "10 Tantalizing Tips for Tumultuous Times." Steve rates current market turbulence at a 9 out of 10, comparing it to COVID-era disruption but noting the added complexity of legal uncertainties around tariff policies.The news segment covers significant retail developments, starting with ongoing tariff turmoil. A U.S. court ruled Trump's tariff policies illegal, creating additional uncertainty for retailers already struggling with implementation. Steve explains how this legal challenge, combined with the administration's failure to secure the promised "90 deals in 90 days," has intensified market turbulence.Earnings season revealed stark contrasts in retail performance. While Abercrombie & Fitch, Costco, and Dick's Sporting Goods posted strong results, Target's struggles were particularly alarming—down nearly 4% compared to Walmart's 4-5% growth, highlighting a major and continuing performance gap between direct competitors. Department stores including Macy's, Dillards, and Kohl's continued their downward trajectory, with most posting negative comps. The episode also covers Hudson's Bay Company's final closure in Canada, with Canadian Tire acquiring the historic brand's IP for $30 million.The second segment focuses on ten essential tactics for survival and growth. The first foundational tips emphasize radical commitment to reality and transparency, urging retailers to honestly assess their situation and act accordingly. Steve advocates for embracing uncertainty and building agility into operations, followed by maintaining innovation through continuous testing despite budget pressures.Customer-focused strategies include choosing your passionate core of fans (inspired by Seth Godin's work), being human-centered while digitally enabled, and prioritizing storytelling over purely functional benefits. Steve emphasizes that people buy a brand's story before they buy the product.Strategic excellence tips include "editing to amplify"—narrowing customer and offering focus to boost signal amid market noise—and conducting comprehensive friction audits of the customer journey. The hosts stress distinguishing between table stakes (necessary but non-differentiating capabilities) and true differentiators that create competitive advantage.The final tip, "cash is king," proves particularly relevant given tariff impacts on cash flow. Throughout the discussion, the hosts acknowledge that guidance must be tailored to individual circumstances—strategies for Walmart differ significantly from those needed by smaller specialty retailers. The episode serves as both a reality check and practical roadmap for retailers navigating what Steve describes as an era of unprecedented uncertainty, volatility, and competitive pressure where strong players are aggressively pursuing market share opportunities. Here is a 10% off code for the CommerceNext Growth Show exclusive to Remarkable Retail listeners: REMARKABLE. 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 authro 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 the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fourth year in a row, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

In this insightful episode of the Ed Parcaut Podcast, Ed sits down with Damon Lembi, CEO of Learnit and host of the LearnItAll podcast, for a wide-ranging conversation about personal growth, career pivots, and the transformative power of artificial intelligence. Damon shares his journey from being drafted twice by Major League Baseball teams to navigating imposter syndrome and ultimately finding his passion in leading a tech-learning company. Together, Ed and Damon dive deep into the world of podcasting, the evolution of technology from floppy disks to cloud-based learning, and how AI is reshaping the modern workforce—making tasks faster, democratizing opportunity, and challenging everyone to stay adaptable. They discuss practical ways business owners and professionals can leverage AI tools like ChatGPT, not just for productivity but as a creative thought partner. Plus, they tackle why soft skills still matter in a tech-driven world and offer actionable tips for embracing communication, leadership, and authenticity. If you're a business leader, entrepreneur, or anyone looking to stay ahead of the tech curve without losing the human touch, this episode is full of practical advice and inspiring stories. Don't miss Ed and Damon's candid takes on career reinvention, the future of work, and why the best way to get good at anything is just to keep showing up. Connect with the guests: Damon Lembi: LinkedIn, Learnit.com, LearnItAll Podcast Ed Parcaut: [Podcast homepage] Listen now for inspiration, strategic insights, and lots of laughs! #Podcast #EdParcaut #DamonLembi #InnerEdison #LearnIt #AI #ArtificialIntelligence #ChatGPT #Podcasting #CareerPivot #PersonalDevelopment #SoftSkills #Leadership #TechTalk #B2B #BusinessGrowth #DigitalSkills #ProfessionalGrowth #CommunicationSkills #SuccessMindset #LifelongLearning #ModernWorkplace #CareerAdvice #Innovation #AdaptToChange

Send us a textWhat do sprint triathlons, marketing strategies, and business growth have in common? According to marketing powerhouse and endurance athlete Laura Patterson — everything.

Let's talk sales — but not the usual kind. I'm not here to tell you how to get more sales. I'm here to talk about what people are actually willing to pay for online. Too often, entrepreneurs overload their offers with extra features and services no one asked for. More isn't always better — especially in 2025. People aren't looking for more information. They're looking for transformation. Strip away the fluff. Focus on clear results. That's what sells now. Important Links: Join my free 3-day bootcamp and finally get clarity on what you're selling, who it's for, and how to shape it into something that people want to buy. Sign up for Offer Blueprint Bootcamp today! http://jenniferallwood.com/offerblueprint Save TIME & MONEY by running your biz on a single platform- check out my software, Equipt360