Podcasts about voice of customer

In this episode, Lily Vitale and I talk about the difference between Voice Of Customer programs and trust customer research efforts, why they are complimentary, not synonmous, and how Lily thinks about using different research methods, and working with stakeholders to ensure that insights from research turn into improvements in experiences.Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Discover how marketing and sales can work better together in a conversation with Kevin Palmer, the CEO and Founder of Palmer Creative Group. He explains how understanding the customer's perspective can help align what your business offers with what the customer sees as valuable, while also promoting honesty and responsibility. Drawing from his background in the mining industry, Kevin shares practical strategies that can be used in any field to turn insights into opportunities and boost sales.Kevin also warns against relying on just one contact in a client company, as it can hurt your sales efforts. Instead, he highlights the importance of connecting with multiple decision-makers, using real examples where this approach led to success. He offers tips on creating strong relationships with different stakeholders, gathering testimonials, and building a list of key benefits, features, and functions that are essential for closing complex deals.Kevin also shares creative ways to gather customer insights without using third-party services, including how to make engaging visual content and build focused LinkedIn groups. Plus, we discuss a case study of a geophysics company that improved customer service by relocating technicians to regional hubs, leading to faster service and lower costs. You can learn more about Kevin's innovative work by visiting PalmerCreativeGroup.com.https://www.linkedin.com/in/jkpalmer/?locale=fr_FRWebsite: https://www.palmercreativegroup.comFor more content like this, join hundreds of other subscribers to The K2 Sales Academy. Our subscription based on line sales training platform. $495/year unlocks the Fundamentals of Sales program with built in knowledge checks, resource folder with scripts, templates and checklists as well as regular webinars. 1:1 and group coaching packages available as well. To access our free one week Trial visit The K2 Sales Academy

As part of the 2024 iTnews State of Data report, iTnews speaks with Ashley Taylor, Global Voice of Customer Lead at Flight Centre. This week's episode brought to you by NRICheckout the inaugural State of Data report. We explore the trends that are driving data analytics through to the latest strategies for how data is stored and secured, and focus on the rapidly maturing disciplines of data governance and AI governance.We love to hear from our readers and advertisers, so please get in touch and let the friendly iTnews team help with your enquiry.

Dan Adams is a B2B innovator with over 40 years of experience in the field. He is the founder and President of The AIM Institute and the author of New Product Blueprinting: The Handbook for B2B Organic Growth. As a chemical engineer, Dan holds numerous patents and innovation awards and has been recognized by the National Inventors Hall of Fame. Dan is a frequent keynote speaker and has delivered lectures at prestigious institutions—such as Wharton's Executive MBA program—and leading universities in North America and Europe. In recent years, Dan and his team at The AIM Institute have conducted extensive original research into the behaviors that drive B2B organic growth, which has helped many companies achieve profitable growth through innovation.   Today, Dan joins me to discuss the role quantitative interviews play in driving success and how Dan's company, the AIM Institute, trains business leaders to do better customer interviews. Dan outlines what he learned from his leadership research with Professor Gina O'Connor of Babson College and the four types of leaders they discovered. Dan reveals the dangers of not innovating and spiraling into commoditization. He outlines the best way to promote employees and avoid chasing short-term gains to foster a culture of future builders. Dan also shares his beliefs about the type of people leadership should promote for long-term company success.                                                                      “We're turning the sales force into a learning force, showing them how their product managers and marketing people can data mine this and look for weak signals of market interest and then know when to develop new product projects.” - Dan Adams   This week on Innovation Talks:   ●     How to optimize B2B Voice-of-Customer programs ●     How leadership styles affect product development ●     The effect of promoting leaders who are only focused on cutting costs ●     The definition of “builder mentality” and why people who think this way need to be in the C-Suite ●     How to build a customer-centric business model ●     The value of quantitative interviews ●     How to build a culture that values listening   Resources Mentioned:   ●     B2B Voice of Customer Skills Research Report (https://theaiminstitute.com/library/b2b-voice-of-customer-skills-research-report/?utm_source=&utm_medium=Direct&utm_campaign=research-reports&utm_term=b2bvocskills.com&utm_content=44531) ●     Everyday VOC (EVOC) (https://theaiminstitute.com/library/everyday-voc-evoc/?utm_source=direct&utm_medium=Direct&utm_campaign=everyday-voc&utm_term=evocpaper.com&utm_content=44895) ●     Professor Gina O' Connor (https://www.babson.edu/about/our-leaders-and-scholars/faculty-and-academic-divisions/faculty-profiles/)   Connect with Dan Adams:   ●     AIM Institute Website (https://theaiminstitute.com/) ●     Book: New Product Blueprinting: The Handbook for B2B Organic Growth by Dan Adams (https://www.amazon.com/Product-Blueprinting-Handbook-Organic-Growth/dp/0980112346) ●     Dan Adams on LinkedIn (https://www.linkedin.com/in/danadamsataim/) ●     AIM Institute on LinkedIn (https://www.linkedin.com/company/advanced-industrial-marketing/)   This Podcast is brought to you by Sopheon   Thanks for tuning into this week's episode of Innovation Talks. If you enjoyed this episode, please subscribe and leave a review wherever you get your podcasts.   Apple Podcasts (https://podcasts.apple.com/us/podcast/innovation-talks/id1555857396) | TuneIn (https://tunein.com/podcasts/Technology-Podcasts/Innovation-Talks-p1412337/) | GooglePlay (https://www.google.com/podcasts?feed=aHR0cHM6Ly9pbm5vdmF0aW9udGFsa3MubGlic3luLmNvbS9yc3M%3D) | Stitcher (https://www.stitcher.com/s?fid=614195) | Spotify (https://open.spotify.com/show/1dX5b8tWI29YbgeMwZF5Uh) | iHeart (https://www.iheart.com/podcast/263-innovation-talks-82985745/)   Be sure to connect with us on Facebook (https://www.facebook.com/SopheonCorp/) , Twitter (https://twitter.com/sopheon) , and LinkedIn (https://www.linkedin.com/company/sopheon/) , and share your favorite episodes on social media to help us reach more listeners, like you.   For additional information around new product development or corporate innovation, sign up for Sopheon's newsletter where we share news and industry best practices monthly! The fastest way to do this is to go to sopheon.com (https://www.sopheon.com/) and click here (https://info.sopheon.com/subscribe) .  

Hey CX Nation,In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin building your company's Voice of Customer Dashboards & Reporting. VOC or voice of customer has become an extremely popular topic with customer focused business leaders across the globe. There's so much software out there today that companies use and it becomes really difficult to cut through the noise and aggregate the good, bad and ugly from your customer feedback. VOC reporting helps to centralize and socialize the key trends, topics, likes, dislikes, opportunities for your company to take action on & continue to evolve or iterate on your product or service offerings.Use this CXWeekly update as a starting point for building out your VOC reporting efforts with your team today. Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal for the new year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the Show.Contact 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!!

We need to talk about voice of customer — because there's been a misunderstanding.Voice of customer isn't just for huge companies. It's also not an abstract, academic concept that's too broad for teams to use. Done right, insights pulled from the words your customers use are practical and actionable. And they can help your team make better business decisions day in and day out. Best of all, you don't have to undertake a massive, endless research project to start putting the words of your best customers, aka ‘Voice of Customer', to work for your business. You can tap into both quick-win and in-depth methods to capture and leverage those insights to attract way more great-fit customers.Ready to tap into VoC? Listen to this episode of the Forget the Funnel podcast as Georgiana and Claire dive deep into why the voice of the customer matters, how you can (and should) apply it to your business, and the methods you can use to get started.Discussed:Common misconceptions about voice of customer and how it fits into the foundational understanding of your customers.Methods for capturing voice of customer, including customer interviews, qualitative surveys, signup flows, social listening and other quick-win tactics.Practical applications for voice of customer, from your homepage copy to product positioning and onboarding experiences.Key moments:1:12 - Claire kicks things off by defining voice of customer, and Georgiana explains some of the misconceptions that might hold companies back from capturing and using it.5:16 - Georgiana takes a “then and now” look at the voice of customer concept. She compares how the term was first used in 1993 to how it looks today, with practical daily applications in areas like marketing. 8:38 - Georgiana explains how capturing voice of customer is part of foundational customer understanding. She also describes the output of those conversations: both high-level understanding and actual customer quotes.12:05 - Claire asks Georgiana to share some methods for capturing voice of customer beyond customer interviews.16:21 - Claire offers guidance for which methods to start with when gathering the voice of the customer and the importance of knowing that your insights are coming from your best-fit customers.21:51 - Georgiana speaks to the importance of recording and manually transcribing customer interviews — and why you shouldn't use AI to transcribe for voice of customer.24:27 - Georgiana and Claire share an example of a customer who gathered the voice of the customer through qualitative surveys. What they learned completely changed their messaging, which led to a 93% increase in product sign-ups.30:39 - Voice of customer is versatile and applicable well beyond your website homepage. Georgiana closes out the episode by sharing the many applications for the voice of customer.Follow Georgiana on LinkedIn: https://www.linkedin.com/in/georgianalaudi/ Follow Claire on LinkedIn: https://www.linkedin.com/in/clairesuellentrop/Check out Forget the Funnel's website: https://forgetthefunnel.com/Get the free Forget the Funnel workbook to help you implement Customer-Led Growth: https://forgetthefunnel.com/workbook

Andrea Wolkofsky is the Co-founder of shyft digital, a marketing agency specializing in assisting marketers and business owners to find their authentic voice when communicating with their target audience. She is an experienced sales and marketing professional with a demonstrated 20+ year history of working in the sales, marketing, and advertising industry. Andrea is passionate about helping companies communicate their message to their audience in the most authentic way possible through branding, messaging, websites, social media, paid ad campaigns, or other digital or traditional means of marketing. Before shyft, she held senior roles at Viewbix, JK Design, MyClothingCalendar, and more.  In this episode… Digital marketing has become an integral aspect of any modern business strategy. Through effective digital marketing techniques, businesses can reach a wider audience, build brand awareness, and drive sales. However, it's not just about reaching as many people as possible; it's imperative to understand your target audience and what drives their behavior. The proliferation of social media and online platforms has made it more crucial than ever for businesses to establish their authentic voice when communicating with their target audience. According to digital marketing expert Andrea Wolkofsky, leveraging the voice of customer research is one way to achieve this goal. This research helps you understand your client's needs and what motivates them to engage with your brand. Doing so can help you improve your messaging and create a digital marketing strategy that resonates with your audience. Listen to this episode of the Inspired Insider Podcast with Dr. Jeremy Weisz as he speaks with the Co-founder of shyft digital, Andrea Wolkofsky. They discuss Shyft and its services, starting and running a successful digital marketing agency amidst the pandemic, leveraging the voice of customer research, and the experience of working with in-house marketing teams.

On this episode of Dear Strategy, we talk about the different methods that can be used for gathering the Voice of the Customer (VOC) and provide a structure for organizing those methods to optimize your customer insights. If you're interested in strategy training or coaching for your business, please visit us at Strategy Generation Company.

The foundation for all your messaging is something that is so often overlooked and skipped by many solo business owners.  This is an essential piece of messaging for ensuring that you're able to capture the attention of the people you want to serve. It helps you grow your audience.  This piece of messaging also makes sure that what you're saying resonates, that it makes sense and that it is persuasive to the people you most want to reach.  So what is this often overlooked and skipped-over piece of messaging? Voice of customer research.  In this episode we'll be discussing: The missing piece business owners leave out of their messaging Why client avatars aren't the way to go and what to do instead Learn exactly what the VOC is and what it will capture How incredibly beneficial AI is in complimenting your VOC data The best way to create marketing content  

Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode:  I am interviewing speakers at my favorite annual conference for product managers, the PDMA Inspire Innovation Conference.  This discussion is with Tony Belilovskiy, whose session is titled “Voice of Customer in Product Design.” Tony will be sharing with us how you can turn customers' perceptions (that is, their feelings) into numerical, objective data that can be injected into the product design and used as a business case for innovation. Tony is CEO and Managing Principal at C3 Excellence, that empowers clients to develop transformational strategic alignment with their customers. This episode is sponsored by PDMA, the Product Development and Management Association. PDMA is a global community of professional members whose skills, expertise and experience power the most recognized and respected innovative companies in the world. PDMA is also the longest-running professional association for product managers, leaders, and innovators, having started in 1976 and contributing research and knowledge to our discipline for nearly 50 years. I have enjoyed being a member of PDMA for more than a decade, finding their resources and network very valuable. Learn more about them at PDMA.org.

Julie Garlikov is Chief Commercial officer at Sherlock Biosciences where they are developing over-the-counter diagnostics to put answers in the hands of consumers and empower them to make better health decisions.Sherlock is developing two platforms - a disposable test and a reusable reader for home diagnostics. You can listen to the podcast for some details on the science. Let's focus here on VOC in design.Consumer-centric design for me is really all about embodying the methods of design thinking. Which is really making sure that you have a deep understanding and empathy for the user that you're designing for. And that you're solving a problem that they really have, and that you're doing it in a way that fits into their lifestyle or their needs.This approach involves lots of research, qualitative and quantitative surveys, prototyping and ethnography. Ethnography is more than observing how they use the product under development. One can learn from understanding how they use any product. Even the buying process is investigated. How do they shop for groceries?When it comes to the product itself, do they understand the instructions for use? More good stuff coming in future episodes. Don't miss it.Thanks for being here.If you are developing a diagnostic for sexual wellness, you need to know not just the population dynamics of STIs but also people's attitudes and beliefs around their sex lives. How do you reach people based on what you know about their behaviors? The results can be surprising.… one thing that I uncovered in this attitudes and usage study that we did with almost 1300 people, young people in the U.S. was a group I'm calling, it's like a segment of the population, I would call frisky-riskies. So frisky-riskies is a group that skews a little more male than female and they're a group that's engaging in behavior where they have more frequent casual partners, and they're not often using protection, and they know that they're not using protection, and they know that puts them at risk.So, what's interesting is that they actually test more than other people because they use testing as a way to mitigate the things they're doing that they know are causing risk for them.The ability to do home testing for all kinds of indications can certainly reduce the spread of infectious diseases and help move us forward to thinking about prevention and general wellness. In the case of STIs which can be asymptomatic in women, there are implications for fertility as well.As I think about our conversation, it struck me that we all have an opportunity to make products that will improve people's lives in some way. But what can we do to make the biggest impact possible with the products we make or the services we offer? It seems like asking questions and observing the behaviors of our ideal customers offers a big return on a little extra effort. I just realized last week's episode reached a similar conclusion about how the early work in any project seems to have an outsized impact. It's like painting a house. The quality of the outcome is all in the preparation.Your deepest insights are your best branding. I'd love to help you share them. Chat with me about custom content for your life science brand. Or visit my website.Intro Music stefsax / CC BY 2.5 This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit cclifescience.substack.com

Guest: Ashley Dodge, VP of Community at Copado In this episode, Ashley discusses: How she came to lead Community for such a technical company without a technical background Her team's quick pivot from support programming to a virtual online community and academy during the COVID pandemic How her team created programming to build relationships and engagement retroactively after membership grew overnight Copado's community-led conference that highlights the work and wins of their members The unexpected success of the community's Testing Buddies program How measurement expanded from education metrics to cost-reduction and revenue-related metrics. Additional Links: Follow Copado on LinkedIn

This episode is sponsored by Riverside, your all-in-one podcast and video platform. Go to https://creators.riverside.fm/Anna and use the code MSM23 for 15% off. This episode is also sponsored by PDCflow, payment management made easy. Visit pdcflow.com/flow-billing to learn more. It's Season 4 of the Modern Startup Marketing podcast and this episode is me kicking off MaaS (Marketing as a System) which is the systematic approach to marketing that I built over 3+ years of working with early stage startups. In this episode I cover Step 1: Voice of Customer Research including What it is, Why it works, Who should lead it, and How to do it right. You can get the link to the playbook I mention in the episode here and I'll be mixing in some more MaaS-focused episodes over the course of the season. Next time I do, I'll talk about MaaS Step 2: Marketing Foundation Deck which includes the persona(s), messaging, positioning, competitive landscape, and more. For more content, subscribe to Modern Startup Marketing on Apple or Spotify or wherever you like to listen, and don't forget to leave a review if you're lovin' the show! I would love that so much. And whenever you're ready, there are 3 ways I can help you: 1. fractional head of marketing for early stage startups >> www.furmanovmarketing.com 2. sign up to get my monthly startup marketing newsletter where I'm sharing playbooks and insights and cracking some jokes 3. Sponsor my Top 5% podcast and get startup founders, marketers and VCs hearing about your brand >> https://podcasters.spotify.com/pod/show/anna-furmanov You can also find me hanging out on LinkedIn, definitely say hello >> www.linkedin.com/in/annafurmanov --- Send in a voice message: https://podcasters.spotify.com/pod/show/anna-furmanov/message

Today Brittany (aka B) walks us through rewriting her website and updating her SEO strategy. B shared her two-year process of refining her website.This involved understanding her ideal client, their budget, and prevalent problems. To find more information, she performed voice of customer (VOC) interviews.B noted her increased visibility indicating her SEO expertise.B updated her website messaging. She overhauled her offer suite, Performed keyword research, and Created new SEO strategies for specific pages.B has a step by step process for creating SEO strategies.B outlines each page before writing the first draft. Consider the overall flow and story for each page. B weaves SEO, storytelling, and social proof into her work.B and Crystal shared ways of using social proof on your website:Testimonials and statistics,  organized for easy reference during writing tasks.B & Crystal both stressed the strategic use of customer reviews, testimonials, and statistics Crystal suggested using customer reviews and testimonials in product descriptions to increase relatability and trust (social proof).Crystal also emphasized using customer quotes to enhance customer experience.Brittany shared that 92% of consumers read reviews and testimonials before buying a product.SEO services provided by B and CrystalB updated Crystal about her new services: which all fall under the big umbrella of SEO.Crystal believes that an SEO technical audit should be the first step before implementing any further SEO strategies to ensure a strong foundation.Crystal introduced the concept of 'sprints,' which are condensed work times aimed at accomplishing significant tasks that have a major impact on the business.Brittany has an SEO basics checklist for download, which guides businesses through on-page SEO strategies.If you're looking for a unique, handcrafted way to spruce up your home or office, then Collage and Wood is the perfect place for you! We offer a range of beautiful wooden signs that are perfect for any occasion. Our talented team of artists will work with you to create a sign that perfectly suits your needs. So why wait? Visit Collage and Wood today!Support the showApply to be our podcast guest!

There's no better way to figure out your customer than to study them! Voice of Customer research (VOC) is a tremendous and powerful tool, and the specialty of our guest.Dave Loomis is the President of Loomis Marketing, LLC, a consulting firm focused on providing and coaching voice-of-customer interviewing for B2B companies. Dave helps some of the world's largest and well-known B2B brands, including GE, STERIS, Saint-Gobain, Oshkosh and Xerox. He is a co-host of the B2B Marketing & Sales Podcast, and the author of Marketing is Everything We Do.We discuss:The importance of REAL voice of customer inputThe right ways to do voice of customer researchSuccess storiesWhat is "customer outsight" and what's motivating you to write about it?Dave's Top Tips:Know who your targets are, understand what motivates them, figure out how to reach them most effectively and engage with them consistently. Add value, be professional, but have fun!There is no substitute for personal relationships.Connect with Dave Loomis:dave@loomismarketing.com 440-725-1400www.loomismarketing.comhttps://www.linkedin.com/in/davidloomis/ Mentioned in this episode:John Lee Dumas book giveaway - join newsletter listJohn Lee Dumas book giveaway - join newsletter list The Common Path to Uncommon Success

Are HCPs really listening to you? Understanding your offering in an actionable way? Or is your message getting lost in a sea of sameness across crowded channels? At Avant Healthcare, we focus on ensuring our customers' message is not only heard, but amplified and actioned. How? Our latest endeavor takes the idea of true customer experience (CX) and multiplies it by three. Three tenured pharmaceutical marketers come together to create a new focus on how we at Avant Healthcare service our customers. Meet the new CX Officers: Trina Stonner, Todd Wright and Patrick Kelley.

Gabi Contreras, Marketing Consultant & Advisor, joins Dustin on this week's episode to share the importance of customer's voice for startups and smaller companies. In today's world, customer retention and revenue growth are critical for a business's survival; in this episode, they provide practical steps for startups on how to capture customer insights, create content using the voice of the customer, and distribute market research. You can reach out to Gabi via her Linkedin profile if you have any questions or insights on the topics discussed today.

In this episode, host Nate Brown is joined by Jenny Dempsey, Customer Experience Manager for Appeal Sciences for a discussion on the importance of voice of customer. Learn how it can be a rallying point for your CX team and entire company, and how to use it to beat burnout, foster engagement, create trust among teammates, and ultimately, create a better product or service for your customers.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #199 we welcomed Somya Kapoor, CEO & Co-Founder at TheLoops based in San Jose, CA.TheLoops Intelligent Support Operations platform provides visibility, insights and automations across your support stack. Drive operational efficiency while utilizing insights to retain revenue and customers.TheLoops integrates product signals and customer data so you can understand what's happening outside your support tools without a data scientist. In this episode, Somya and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #199 Highlight Reel:**1. Perfecting the art of predicting your customer's behaviors2. Leveraging the data in your tech-stack to build your feedback loops 3. How building your Voice Of Customer reporting creates awareness 4. Information and best practices about benchmarking & industry insights 5. Measuring the ROI of your CX and customer success efforts & activities  Huge thanks to Somya for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Somya KapoorClick here to learn more about The Loops AIIf you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button). Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the show

Dan Adams is a B2B innovator with over 40 years of experience in the field. He is the founder and President of The AIM Institute and the author of New Product Blueprinting: The Handbook for B2B Organic Growth. As a chemical engineer, Dan holds numerous patents and innovation awards and has been recognized by the National Inventors Hall of Fame. Dan is a frequent keynote speaker and has delivered lectures at prestigious institutions—such as Wharton's Executive MBA program—and leading universities in North America and Europe. In recent years, Dan and his team at The AIM Institute have conducted extensive original research into the behaviors that drive B2B organic growth, which has helped many companies achieve profitable growth through innovation. Today, Dan joins me to discuss the role quantitative interviews play in driving success and how Dan's company, the AIM Institute, trains business leaders to do better customer interviews. Dan outlines what he learned from his leadership research with Professor Gina O'Connor of Babson College and the four types of leaders they discovered. Dan reveals the dangers of not innovating and spiraling into commoditization. He outlines the best way to promote employees and avoid chasing short-term gains to foster a culture of future builders. Dan also shares his beliefs about the type of people leadership should promote for long-term company success.                                                                    “We're turning the sales force into a learning force, showing them how their product managers and marketing people can data mine this and look for weak signals of market interest and then know when to develop new product projects.” - Dan Adams This week on Innovation Talks: ●     How to optimize B2B Voice-of-Customer programs●     How leadership styles affect product development●     The effect of promoting leaders who are only focused on cutting costs●     The definition of “builder mentality” and why people who think this way need to be in the C-Suite●     How to build a customer-centric business model●     The value of quantitative interviews●     How to build a culture that values listening Resources Mentioned: ●     B2B Voice of Customer Skills Research Report●     Everyday VOC (EVOC)●     Professor Gina O' Connor Connect with Dan Adams: ●     AIM Institute Website ●     Book: New Product Blueprinting: The Handbook for B2B Organic Growth by Dan Adams●     Dan Adams on LinkedIn●     AIM Institute on LinkedIn This Podcast is brought to you by Sopheon Thanks for tuning into this week's episode of Innovation Talks. If you enjoyed this episode, please subscribe and leave a review wherever you get your podcasts. Apple Podcasts | TuneIn | GooglePlay | Stitcher | Spotify | iHeart Be sure to connect with us on Facebook, Twitter, and LinkedIn, and share your favorite episodes on social media to help us reach more listeners, like you. For additional information around new product development or corporate innovation, sign up for Sopheon's newsletter where we share news and industry best practices monthly! The fastest way to do this is to go to sopheon.com and click here. 

Hey CX Nation,In this week's episode of The CXChronicles Podcast #197 we welcomed Evan Klein, Founder & President of Satrix Solutions based in Scottsdale, Arizona.For 25+ years, Evan Klein has been responsible for maximizing customer satisfaction, retention and profitability for businesses around the world. Evan is an enthusiastic champion for voice-of-customer driven change. As the Founder and President of Satrix Solutions, he counsels executives on the best ways to continually enhance the customer experience, create more loyal advocates and increase customer lifetime value. In this episode, Evan and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #197 Highlight Reel:**1. Focusing on fixing the "leaky bucket" and mitigating churn at all costs  2. Building products & services that people actually want to invest in 3. How your company can build a Voice of Customer (VOC) strategy 4. Breaking down customer feedback across the appropriate segments 5. Earning "executive buy-in and sponsorship" as you scale your VOC efforts  Huge thanks to Evan for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer and learning experience space into the future.Click here to learn more about Evan KleinClick here to learn more about Satrix SolutionsIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. Or you know what would be even better? Go tell one of your friends or teammates about our content, services & community & invite them to join the CX Nation!Also grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers out there, go check out the CXChronicles Youtube channel to see our customer focused video content & short-reel CTAs to improve your CX today (while you're there -- can you politely go smash that subscribe button). Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the show

“Data in a spreadsheet is going to have a limited effect. How you tell the story and how you convey that to members of the leadership team in a way that is easily digestible and makes it clear how they can act on it is vitally important. If the feedback is only shared with the CEO or with one department, then you're leaving a lot of opportunities on the table.” - Evan Klein.   In this episode of Pragmatic Live, Eddie Gordon, courseware designer at Pragmatic Institute, interviews Evan Klien about win/loss, customer feedback, and employee engagement programs.   Evan is the founder and CEO of Satrix Solutions. With a passion for voice of customer programs, Evan drew on his experience as the head of client satisfaction at a digital agency to create a business focused on helping B2B companies listen and respond to their most important constituents, including customers, prospective customers, former customers, and employees.   During this episode, Eddie and Evan discuss: How to implement systematic feedback processes Who should be included in customer satisfaction surveys and interviews How to share customer insights in a way the company will feel empowered to act on them Benefits of hiring a third-party voice of customer services Best practices for approaching win/loss interviews How to encourage customers to provide feedback and respond to survey or interview requests How employee feedback programs contribute to improving customer experience Enroll in Foundations In this course, you'll learn the ins and outs of the Pragmatic Framework and how to approach win/loss analysis at your company. Learn More

"Outbound", c'est tout ce qui nous permet d'initier une relation avec notre potentiel client. On va faire le premier pas vers lui.  Les bonnes façons de faire de l'outbound: - Le cold email, permet d'attirer l'attention et de convertir drastiquement - Les appels de démarchage - Les évènements - Publicités online, offline, radio, télé - Les relations presses Bonus = Résumé de l'épisode  ❤️ ME SUIVRE Recevoir ma Newsletter, booker une conférence ou un consulting : ici ⚡️AUTRES ÉPISODES  

Tanya Thomas is an extremely exciting example of a modern CX leader. As the Senior Director of Experience Management at Experian, she has responsibility in the areas of CX, UX, VoC, and even Employee Experience. This unified approach is generating wonderful results and accelerating the CX transformation!

The voice of the customer is essential to developing a customer-centric experience. In this episode, Mallory Lee (VP of RevOps at Nylas) returns to discuss how to use the voice of the customer data to align company results. This data can show you where your customers are experiencing pain so you can build solutions accordingly. Follow the Hosts on LinkedIn: Alastair Woolcock (CRO, Revenue.io) Howard Brown (CEO, Revenue.io) And our Special Guest: Mallory Lee (VP, Revenue Operations, Nylas) Sponsored by: Revenue.io | Powering high-performing revenue teams with real-time guidance Explore the Revenue.io Podcast Universe: Sales Enablement Podcast Selling with Purpose Podcast RevOps Podcast *If you'd like to ask the guys a question that could get answered on the show, call our new message line at (323) 540-4777. Just leave your name, where you're from, and your question and we'll do our best to answer it on an upcoming episode.

The voice of the customer is essential to developing a customer-centric experience. In this episode, Mallory Lee (VP of RevOps at Nylas) returns to discuss how to use the voice of the customer data to align company results. This data can show you where your customers are experiencing pain so you can build solutions accordingly. Follow the Hosts on LinkedIn: Alastair Woolcock (CRO, Revenue.io) Howard Brown (CEO, Revenue.io) And our Special Guest: Mallory Lee (VP, Revenue Operations, Nylas) Sponsored by: Revenue.io | Powering high-performing revenue teams with real-time guidance Explore the Revenue.io Podcast Universe: Sales Enablement Podcast Selling with Purpose Podcast RevOps Podcast *If you'd like to ask the guys a question that could get answered on the show, call our new message line at (323) 540-4777. Just leave your name, where you're from, and your question and we'll do our best to answer it on an upcoming episode.

In this Greatest Hits collection, Nicholas Zeisler, Customer Experience Executive & Author of “We're Doing CX Wrong and How To Get It Right” talks about how to improve customer experience, finding his purpose in this niche, running VoC programs for customer satisfaction, and delivering on your brand promise, gaining the voice of the customer and embracing negative feedback.

So what do we mean when we're talking about customer follow up? There are two trains of thought here: One is following up with prospects to close a sale, and the other is the process of reaching out to talk to recent customers — which usually involves a phone call after the customer fills out a survey.In this episode, we're focusing on that second option. And it's this kind of follow-up that, when you do it right, can bring a ton of value to your business — specifically in three key ways.This episode was adapted from the article, "Why Customer Follow-up Is Crucial to a Positive Customer Experience." Still hungry?Let us know what you think on Linkedin or by emailing snack@getmindful.com.Hear more at getmindful.com/podcasts/

Hey CX Nation,In this week's episode of The CXChronicles Podcast #187  we welcomed Mark Slatin, Founder at EmpoweredCX based in Lewes, Delaware. Mark helps his clients by listening to them and really understanding their goals, vision, and challenges.  Whether you are just launching or ready to take the journey to the next level, Mark leverages his "real world" experience that only comes from serving as a CX practitioner across multiple businesses & industries over the years.His focus for the last decade has been leading an award-winning CX journey from launch to maturity at Sandy Spring Bank . During that time, the Bank received numerous awards including The CX Innovation Award (2X), Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.Today, Mark spends much of his time working with his clients + hosting The Delighted Customers Podcast (Adrian was able to be a guest on his show recently, chatting about his experiences building CXC). In this episode, Mark and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.**Episode #187 Highlight Reel:**1. How you turn your most loyal customers into your biggest fans & promoters 2. Why investing in employee onboarding is the glue to build world-class CX  3. Ideas for building & leading your Extended Leadership Team (ELT) 4. Building your VOC task force to govern your customer journey as you scale 5. Leveraging feedback to build new products & revenue streams  Huge thanks to Mark for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Mark SlatinClick here to learn more about EmpoweredCXIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show

Healthcare organizations are transforming their patient experience measurements away from simple surveys to more sophisticated voice of customer programs. In this episode, Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown, CEO of Authenticx, who shares how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience. Mentions from the Show:  Prediction: The future of CX 5 Best Practices For Your Voice of The Customer (VoC) Program What is Conversational Intelligence? The Eddy Effect Customer Voices Report: The Eddy Effect The Complete Eddy Effect Guide Amy Brown on LinkedIn Amy Brown on Twitter Touchpoint.health Chris Boyer on LinkedIn Chris Boyer on Twitter Reed Smith on LinkedIn Reed Smith on Twitter Learn more about your ad choices. Visit megaphone.fm/adchoices

I am a hoarder.  I never throw anything out and this habit spills over into preparing for my presentations.  I always keep previous presentations and I plunder earlier slides for content I can use for the next one.  Topical content has a short shelf life but other content, particularly images, can be used for many years.  This is all well and good, however it does have one serious drawback and that is you face the dilemma of how much content to use and which content to select.  Having given 548 public speeches so far, you would think I would have this problem under control by now.  I am a glutton though for data and cool images and this sea of information gets harder and harder to swim through.   Invariably, I select way too many slides.  Trying to prune them though is tough, because we can fall in love with the quality of our research or our numbers.  The intentions are admirable.  We want to deliver the highest quality content to our audience and so the pruning shears are not being wielded vigorously enough.  Dropping out slides has a certain amount of pain attached to it, so the discipline to do it is definitely required.  We have to keep reminding ourselves of the time limit we face for the presentation.  We get caught up in the logistics of slide selection and other important aspects get missed.    One of my pet peeves with presenters is when they have bitten off more than they can chew and the last 20 slides are raced through or skipped at the end, because they have messed up their time control. We feel cheated.  Here is some valuable information being whizzed through and we would like to know some more about these slides but we never will.  We are trading our time for value, yet due to the speaker's ineptitude we are not getting the full value of the transaction.  So there are definitely brand damage elements to doing this and we should all avoid these every time.   Another casualty is we spend all the time on the slides and nothing on the rehearsal.  Here is the irony.  If we had spent some time in rehearsal we would have immediately realised we had too much material for the time allotted.  This happened to me when I did my TED talk.  I had prepared  eight chapters for that talk, but in rehearsal, I realised I had to axe the last chapter or risk trying to rush it all through.  One of the downsides of TED talks is that they are shown globally, basically forever.  If you make a mess of it then that knowledge isn't limited to the 100 people in the room, as per a normal talk, it now goes out to millions who see what a dill you are.  So rushing it through would be a bad choice and cutting stuff out is the better option.   A lot of the time we are showing data, because we feel this is valuable information for the audience.  That means slide after slide of numbers, bar charts, pie charts, line graphs etc.  This can get very dull very quickly.  Also, we tend to not remember the tsunami of numbers either, so is there much point to doing it this way?  Being more selective on some key numbers would make more sense and help to cut down the pressure on time.  Rather than just relying on visuals to make the point, we can use storytelling as well to really drive home the relevance of the numbers.   Let me use an example of Voice Of Customer scores.  Say we are trying to highlight our positive reaction from our buyers for our product or service and we are referring to scores out of 100.  We could just show trend over time and make a comment about the direction of the trend.  Additionally, we could add in a story about the numbers.  If we had a number like 72% for the Voice of Customer score, on the face of it, that isn't particularly remarkable.  We could make the comment that Japanese buyers are hard markers.  Or we could go further and tell a story about the luxury goods industry in Japan which has a permanent dilemma.  When buyers in Japan are surveyed on their happiness, the scores are substantially below similar surveys in the rest of the world.  The luxury goods companies initially thought they had a problem in Japan, but what they found was the scores for their firms' products and services were consistently lower than other markets.  Ultimately, to make sense of the comparative scores they started adding in up to 30% additional scores to compensate for the Japanese buyer's lower scoring scale.  So that miserable 72% score actually represented 93.6%, which was more in line with other surveys in other countries.   It takes more time to tell a story like that, rather than just show a number like 72%, but the story is memorable and people will remember that long after the talk is over.  So we have to allow time to wrap some numbers up in stories in our talks, which means we have to axe other slide darlings.  We are providing more value in this way, because the audience will recall the key points more easily and so the time trade off is definitely worth it.  So when you are thinking about creating your power collection of slides, stop right there.  Instead think about which slides lend themselves well to storytelling.  Absolutely do the rehearsal to be able to gauge how much time you have available to show the slides and tell the stories.  If you do that, then the whole presentation will accentuate your personal and professional brands.  

Merritt Robinson, Head of Design, Americas at Bain & Company shares her wisdom about how visual storytelling reduces the barriers to comprehension and the very act of creating an artifact such as a video is part of the synthesis work - not just a nice to have. In being forced to create something visual, you're asking the team to find clarity, which leads to the right idea faster. I also loved hearing how Bain is using VoC (Voice of Customer) videos in their presentations, and how AI assisted video transcription platforms help teams extract interview clips quickly. So much incredible insight and advice into the world of innovation in this episode, thank you for sharing Merritt!Merritt RobinsonBain & CompanyContinuumReductFree 3 Day Workshop Sign up here - Sept 12th-14th (replays will be provided for those who cannot join live)Storytelling for Innovation Accelerator - Early Bird 20% OFF until Sept. 16thLeeanne's Instagram

What exactly is voice of the customer, and what impact can it have on your potential business growth? Nate Brown drops the mic on hurdles, tips, myths, and so much more.

If you're interested in brand messaging — what we've been talking about on the podcast for the past couple of months — voice of customer (VOC) research is something you're also likely quite curious about.But what is VOC research, how do you get it, and more importantly, how do you use it in your business?In this episode, I interview brand voice expert Melissa Payne and we cover everything you're wondering about voice of customer research and how it relates to all the brand messaging work you've been doing in your business.Mentioned in this episode on voice of customer research:The series on Customer Experience we just did on the podcastMelissa shared the most recent French provincial recipe she's tried. Chicken breast with orange tarragon sauce Lyonnaise potatoesand creamed leeks(If you're having trouble accessing the links, make sure to come over to erinollila.com/podcast for clickable links)Get to know Melissa betterMelissa Payne (she/her) is maybe the most meta copywriter in the universe: a copywriter for copywriters. As a brand voice, quiz strategist, she helps copywriters and introverted women in business create wild brand love with evergreen quizzes, email sequences and jaw-meet-floor Brand Voice Maps that uncage your true brand voice.She moonlights as a VOC researcher for other cool copywriters and they love it. Melissa has worked with A-list copywriters like Prerna and Mayank Malik of Content Bistro, Eman Ismail and Bree Weber. For more on Melissa Payne, and to learn more about her ethical stance, Brand Voice Cartography and Obsession Oracle quiz packages, stop by her website: storyscoutdigital.com.Learn more about Erin OllilaAs always, you can read the full show notes at erinollila.com/podcastReach out to continue the conversation: https://erinollila.com/podcast and https://instagram.com/erinollila

If you're interested in brand messaging — what we've been talking about on the podcast for the past couple of months — voice of customer (VOC) research is something you're also likely quite curious about.But what is VOC research, how do you get it, and more importantly, how do you use it in your business?In this episode, I interview brand voice expert Melissa Payne and we cover everything you're wondering about voice of customer research and how it relates to all the brand messaging work you've been doing in your business.Mentioned in this episode on voice of customer research:The series on Customer Experience we just did on the podcastMelissa shared the most recent French provincial recipe she's tried. Chicken breast with orange tarragon sauce Lyonnaise potatoesand creamed leeks(If you're having trouble accessing the links, make sure to come over to erinollila.com/podcast for clickable links)Get to know Melissa betterMelissa Payne (she/her) is maybe the most meta copywriter in the universe: a copywriter for copywriters. As a brand voice, quiz strategist, she helps copywriters and introverted women in business create wild brand love with evergreen quizzes, email sequences and jaw-meet-floor Brand Voice Maps that uncage your true brand voice.She moonlights as a VOC researcher for other cool copywriters and they love it. Melissa has worked with A-list copywriters like Prerna and Mayank Malik of Content Bistro, Eman Ismail and Bree Weber. For more on Melissa Payne, and to learn more about her ethical stance, Brand Voice Cartography and Obsession Oracle quiz packages, stop by her website: storyscoutdigital.com.Learn more about Erin OllilaAs always, you can read the full show notes at erinollila.com/podcast

In today's episode, we chatted with Cynthia Kellam, Global Senior Director, Digital, Data and Customer Experience Center of Excellence at TE Connectivity, again to discuss how collecting and using digital data can create better customer experiences. She explains their journey of building a better Voice of Customer system to help all business units in TE Connectivity make customer-focused decisions. Cynthia explains how she avoids survey fatigue, uses automation techniques, and visualizes data for actionable success.

Having worked for the last four years in Voice of Customer at large companies (first Lyft and now Slack), it's safe to say Kevin Vielbaum is a master of his craft. In this Nuffsaid podcast episode, Kevin digs into several interesting topics including how he measures the success of a VOC program. Here's what we learned: VOC works best when it's not a real-time escalation program, but instead focuses on trends over time.VOC teams should be “really curious about why the overall experience is the way it is for customers. They should be able to dig around and look at the interconnectedness of what's going on in the organization that's trickling down to the customer.” It's essential to evaluate and ask questions about how teams use VOC data like whether PMs use it to make roadmap justifications, reach out to ask questions during the research process, or if VOC data is collected during BETA releases to ultimately inform the finished feature. And much more!Resources: Connect with Kevin on LinkedIn-----Spot expansion and risks based on customer responsesTry Nuffsaid for free today

Se você não entende do seu cliente você não entende do seu negócio. Como entender as reais necessidades dos seus clientes e utilizar este conhecimento de forma inteligente? Esse episódio trata de um tema muito utilizado e explorado pelos principais líderes de mercado, em qualquer segmento que seja.

Here's VP of Customer Success at ESG, Peter Armaly, to kick off our new podcast series on Voice of the Customer (VOC) programs. Coming from a background with extensive Customer Success experience including having spent more than 5 years as a CS executive at Oracle, Peter shares how an advanced VOC program is run. He also dives deep into explaining how executive team buy-in determines whether or not VOC actually matters at a company.Resources:Follow Peter on LinkedIn and TwitterRead about his recent transition into CSaaSCheck out ESG's article on the do's and don'ts of customer surveys------------Adopt Customer-Led Growth todaySchedule a demo & try Nuffsaid for free

Words are powerful. As marketers, we know this is true. Yet so many businesses struggle to find the right message. If you want to unfuck your messaging, you've got to lead with the customer.   So, what does this mean, exactly? Messaging Strategist and Conversion Copywriter, (and the founder of Lion Words), Diane Wiredu, reveals everything you need to know about creating customer-focused messages in this episode of Marketing Unfucked. Diane helps scaling SaaS and B2B companies simplify their message, attract more perfect-fit customers and get better results from their marketing. With a focus on customer research and brand strategy, she blends the art of storytelling with conversion-focused techniques to help her clients stand out from the crowd. Tune in to find out how to get inside your customers' minds so that you can create powerful messaging that speaks to your ideal customer.   In this episode: ·      00:25 – Why your marketing messages should always ‘lead with the customer'·      01:08 – The problem with copying your competitors instead of sharing messages your customers need to hear·      03:11 – How fear stops marketers from creating truly unique messaging ·      04:35 – Why you need to focus on a specific message that speaks to your target customer·      06:01 – What it means to ‘start small' when it comes to your messaging·      07:33 – How to identify and create an ideal customer persona·      09:09 – How Diane helps business owners identify their customer persona·      11:43 – The benefits of supplying copywriters with additional information ·      15:32 – Tips to help you focus your messaging on the customer·      17:32 – How and why you should validate your messaging·      18:55 – How to unfuck your marketing by delivering customer-focused messages  If you enjoyed this episode and want more insider tips to help you unfuck your marketing and run a business that gives a shit, please subscribe to the Marketing Unfucked podcast. Resources: ·      Jobs-to-be-Done Framework·      LionWords website ·      Newsletter sign-up·      LinkedIn (Diane Wiredu)·      Twitter (@dianewiredu)·      Free resource: Voice Of Customer research template + interview and survey questions·      Free resource: 27-point High-Converting Landing Page Checklist  

In der neusten Folge CX Einfach Machen bringen sich Sebastian und Lukas mal wieder auf den aktuellen Stand. Sebastian erzählt unter anderem von seinem Beitrag auf User Weekly und Lukas spricht über die 3 Ebenen der Voice of Customers. Vielen lieben Dank fürs reinhören und bis zum nächste Mal. Sebastian und Lukas CXEinfachMachen: www.cxeinfachmachen.de Sebastian: https://www.linkedin.com/in/sebastian-syperek-57b6aa19/ Lukas: https://www.linkedin.com/in/lukas-kauderer-a18473112/ CX fit Academy: https://www.cx-fit.com CXEinfachMachen - ein Podcast von Lukas Kauderer (CEO liCili) und Sebastian Syperek (Principal UX Research - Kaiser X Labs. A company of Allianz) rund um den Bereich der Customer Experience, Marktforschung und dem Produktmanagement. In 30 - 45 Minütigen Podcast-Folgen sprechen die beiden über grundlegenden Themen rund um das Thema Kundenorientierung, zeigen Tools und Methoden des Customer Experience auf und erzählen über Ihre eigenen Erfahrungen.

Healthcare organizations are transforming their patient experience measurements away from simple surveys to more sophisticated voice of customer programs. In this episode, Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown, CEO of Authenticx, who share how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience. Mentions from the Show:  Prediction: The future of CX 5 Best Practices For Your Voice of The Customer (VoC) Program What is Conversational Intelligence? The Eddy Effect Customer Voices Report: The Eddy Effect The Complete Eddy Effect Guide Amy Brown on LinkedIn Amy Brown on Twitter Touchpoint.health Chris Boyer on LinkedIn Chris Boyer on Twitter Reed Smith on LinkedIn Reed Smith on Twitter Learn more about your ad choices. Visit megaphone.fm/adchoices

Hey CX Nation,In episode #157 of The CXChronicles Podcast we welcomed Ryan Stuart, CEO & Founder at Kapiche based in Brisbane, Australia & Salt Lake City, Utah. Kapiche is a new breed customer insights platform that delivers deep, contextual understanding into your customer's experience, without manual coding or hand reading thousands of customer comments.The richest insights are found at the intersection of qualitative and quantitative data from every stage of the customer journey. Kapiche can help your team combine data from any source to make laser-focused business decisions for your organization.Listen to Ryan and Adrian chat through The Four CX Pillars: Team,  Tools, Process & Feedback + share some of the tips & tricks that have worked for Kapiche  as they've built & grown their business to improve the future of the customer experience & success space. **Episode #157 Highlight Reel:**1. The emergence of Voice of Customer (VOC) reporting & roles in the CX/CS landscape 2.  Understanding Difference Between Sales led cultures vs. Product led cultures 3.  Marrying quantitative & qualitative feedback data to provide crystal clear views4.  Capturing, assessing & leveraging  feedback data & insights to grow your business5.  Why you must re-think how you collect customer surveys in 2022 Huge thanks to Ryan for coming on The CXChronicles Podcast and featuring his team's work and efforts in pushing the customer experience & technology space into the future.Click here to learn more about Ryan StuartClick here to learn more about Kapiche If you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review. This is the easiest way that we can find new listeners, guests and future customer focused business leaders to tune into our weekly podcast. Be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" on Amazon +  check out the CXChronicles Youtube channel with all of our video episodes & content!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your team make customer happiness a habit!Support the show (https://cxchronicles.com/)

If you want to read Steve's excellent allegorical tale about life, love and leadership you can find it here. The Monkey and the MaizeTo schedule your strategy session with me and build a no obligation plan to solve your leadership current challenge, Connect with me here at Developing Leaders Inc.

Lauren Culbertson, the CEO of LoopVOC breaks down the most time consuming parts of her Product Marketing job, and the tools she uses to make her life easier. Lauren outlines how she manages go-to-market launches, competitive intel and speeds up customer research using her own tools. We chatted loving and hating Asana and the advancement of Product Marketing tools in the past 3 years. The Product Marketing AI podcast is on a mission to make the lives of Product Marketers easier. Huge thank you to our sponsor LoopVOC. Check em out at loopvoc.com. Follow Lauren Culbertson: Twitter | LinkedIn Follow Sean Broderick: Twitter | LinkedIn Check out Lauren's brand new Product Marketing Certification here. Get Customer Research Certified now.

One of the cliches in the business is, "Listen to your customers." So, of course, anyone and everyone will advise you about it. But exactly how to do that is still a mystery for many.Now I completely understand that listening to customers is essential, but how much should you listen? When should you listen? And when you shouldn't? And most importantly, don't we already listen enough?In this episode, we are talking about:Do you think companies listen enough to their customers?Do customers want more technology? Why?Don't you feel more tech also means customers could be misled or confused?What is the voice of a customer, in your opinion?How have things changed in the past two years?Isn't it true that customer doesn't know what they need? They can't articulate the solution themselves.How do you transform your brand into a customer-centric brand? What would be the first step?How can companies incorporate into their strategy?How can teams execute that at ground level?Frans Reichardt is a global speaker with over 35 years of experience in customer marketing and customer experience. He is also known as The Customer Listener. In recent years, Frans studied the power of feedback and the importance of listening to the voice of the customer. In his keynote speeches, he inspires and motivates professionals all over the world to listen to the voice of the customer in order to innovate, deliver frictionless customer experiences and work towards long-term sustainable customer relationships. In his keynotes, Frans shows the major shifts in customer behavior and customer loyalty and how brands and professionals can adapt to transform themselves into listening brands. In his eBook Listen Your Way To Customer SuCXess Frans shares 25 inspiring stories with tips and ideas for sustainable customer and employee happiness.ABOUTICT Podcast is all about innovation, communication, and technology – a few key areas that are super important in today's world. If you want to know what it takes to be a better innovator, better communicator, and leverage technology to make this world a better place, please subscribe. Every week, I bring new perspectives, ideas, tips, and techniques so that you can improve all these aspects of your life. WEB: https://www.anandtamboli.comLINKEDIN: https://www.anandtamboli.com/linkedinYOUTUBE: https://www.anandtamboli.com/youtubeBOOKS: https://www.anandtamboli.com/amazonSupport the show (https://www.anandtamboli.com/author?s=podcast)

Live from WEFTEC 2021 in Chicago, Brian Geegan, Director of Marketing for Xylem Rental and Service Solutions, and Kristen King, Director of Marketing for Xylem Water Utilities, join the show to discuss the art and science behind voice of customer research, its meaning and value, and how insights from the field are applied to product and service development and marketing. Geegan and King share what goes into a detailed voice of customer process, how marketing data and campaigns can support sales teams, and more.   Watch all WEFTEC 2021 presentations featuring Xylem experts on-demand now: https://www.xylem.com/en-us/about-xylem/newsroom/weftec-2021/

Robert Helstrom, Sr VP of Marketing at Sightly, a digital marketing technology and services firm, talks Jeremy Shere, Founder & CEO of Tribal Knowledge Podcasting, about developing a Voice of the Customer program.Highlights:The value of Voice of the Customer program feedback and strategies for using the dataHow the program enables Robert and his team to learn more about their market and audienceThe first steps toward creating a Voice of the Customer ProgramLearn more about Sightly Connect with Robert on LinkedIn

Jennifer Michelle, President of Michelle Marketing Strategies highlights what is voice of customer marketing, how to capture it, and the best way to leverage it to bring in new clients for your agency. 

Japanese salespeople should love to hear “that sounds pricey” from buyers.  Why?  Because they know that this statement is the most common objection to arise in response to their sales presentation and they are completely ready for it.  It is one of the simplest buyer pushback answers to deal with too.  Well, simple that is, if you are trained in sales and know what you are doing.  Untrained salespeople really make a big hot mess of this one.  They want to argue the point about pricing with the buyer.  Or they want to use their force of will to bully the buyer into buying.  Or they want to use one of those American style aggressive response statements, to try and push the deal over the line.  This is all nonsense.   The only words emerging from our lips should be “Thank you.  May I ask you why you say that?”.  We could say something else like “compared to what?”, which is a pretty snappy rejoinder, but it is a bit too aggressive in this situation and doesn't really yield enough information about buyer thinking.  We could simply drop the price to be “competitive”, but that is the mark of the weak, whining, unwashed, pathetic salesperson.  We need to do better than that, unless that proffered discount is directly linked to certain purchase volume prerequisites.   When we first hear “that sounds pricey” we may feel some pressure to justify our numbers.  That is totally the wrong way of thinking.  That number of ours is there for a reason.  There is a justification for that number, based on the value it provides.  There are plenty of clients willing and happy to pay that number for the goods or services they receive in exchange.   When we sweetly ask why they say that, we now have moved the pressure for justification back to the buyer. This is called “tossing back the porcupine”.  The comment “pricey” is like a spiky porcupine being thrown to us and it is tricky to handle, without incurring lots of pain. We ask “why” thus shooting the porcupine back to the buyer and we can sit there cool calm and collected and listen to what they have to say.  This is important because we need to use our highest level of empathetic listening to comprehend what they are saying, in order to understand what is really on their mind.    Our object in sales is to meet the buyer in the conversation they are having in their own mind. That will be a compilation of their current situation, their experiences to date, their personal situation and a million other factors which we will never be privy to. Asking them that “why” question gives us the chance to tune in to what is important for them and to alert us to factor in things which we hadn't considered before.   I was given that price pushback for some training I was proposing to the HR team at a Japanese company.  I asked them the “why” question and then just sat there stone cold silent.  They did not reply immediately. It was one of those long uncomfortable silences for foreigners.  Fortunately, I have learned to become comfortable with silence in Japan.  After what seemed an absolute age, they explained that they are given a quarterly budget for training and my number was over that quarterly limit.   Did I rail against the inequity of having such dopey quarterly budgets or rage that they should change their entire budgeting system and get that accounting  department better geared up to suit my preferred pricing?  No. I sweetly asked, “If we could spread the payment across two quarters, would that be of any help?” and again I shut up and didn't say one more word.  They looked at each other and I saw a light get switched on inside their heads and they said that would work.  So, it wasn't too pricey after all.  It was too much price for that arbitrary temporal unit called a quarter of the year.   After the buyer tells us all the good reasons why our price is too high, we need to be packing heavy with our value justification for the number we have just quoted.  This is why salespeople need to be well prepared and practice for this “that sounds pricey” pushback.  Trying to wing it and produce some intellectual and articulation magic on the spot is possible. Unlikely though, especially when your brain is frozen with fear getting that infamous pushback.   Recently a multinational client wanted presentation training in Japan, after having conducted training in APAC with another provider who was based out of Hong Kong.  They were unable to deliver in Japan so the client contacted us.  I gave them my proposal and they told me my number was “pricey”.  When I sweetly asked “why”, they not so sweetly told me that the other vendor did the exact same training for a price significantly at a discount to what I was proposing.  They said that I should match this other provider, whom I had never heard of.    I checked them out. They didn't have a 109 year history of teaching presentation skills, a track record of 58 years in Japan, teach 90% of the Fortune 500 companies, have 200 branches in over 100 countries, teach in 35 languages, have ISO 9001 certification, require their trainers to undergo 250 hours of train-the-trainer instruction for their first license, have a trainer who had personally delivered 545 public speeches, appear in the Training Industry Top 20 training companies and on and on it went.  You get the idea.    In the end, I suggested we do a demo session with the key decision makers, so that they could comfortably recommend us to their executives, at the price I required.  The demo blew them away, because now they could directly compare us with the other vendor.  We did the training and achieved a 9.3/10 Net Promoter Score and a Voice Of Customer score of 92.8/100, which are very high scores, thoroughly justifying the investment.  Yes, I am bragging, but the point is we have numbers we can quote back to clients in order to brag.  We do the satisfaction surveys for our professional work, so we can justify the value of our training, at the price point we nominate.   When professional salespeople hear “that sounds pricey” they remain extremely calm, because they know what to say and how to justify their pricing.  How about your sales team?  Are they like deers in the headlights when they get pushback or are they legends of value explanation to buyers?

If you’re limiting your time on social media or just wanting to be mindful about how you use the time you do spend on there, then it’s going to be that much more important that you’re attracting the right people on social media - which means also getting intentional and strategic about your social media posts and captions. One of the most powerful ways you can write copy that attracts the attention of your ideal audience is to get to know them on a personal level. This week we talk with Sara Frandina who shares with us how she writes conversion copy for her business and her clients using her signature Voice Of Customer method and how you can apply it to your social media strategy as well.  In this episode of the podcast, we talk about:  What “voice of customer” is and how to use it to connect with your audience Market research when you don’t have an audience yet How buyers awareness impacts how you write copy on social media Using social media for marketing when you’re trying to reduce your social media usage …and more! This Episode Was Made Possible By: Fanbooster by Traject The world’s most complete social media management tool and my tool of choice when it comes to scheduling, managing, and especially reporting on social media. Try them out for yourself for free by clicking the link in the show notes: https://onlinedrea.com/fanbooster  Social Media Rockstar Framework Free Course The Social Media Rockstar Framework is your chance to pull back the curtain and get insights on how to build a social media strategy that works for you, learn how to create (and implement) a simple and effective content plan, convert followers into buyers, and much more. Register for this FREE course and gain the confidence you need to use social media as a tool to grow your business: https://onlinedrea.com/free Memorable Quotes “It really drives the copy when you know exactly where you’re meeting people.” “Why am I here? Is it because I feel like I need to be or I should be, or am I truly using it from a place of enjoyment?” “Where do I want to be? What do I enjoy? And now how can I use this in a way that makes sense?” “That’s what they’re going to connect with… with the business owner who knows what they think and knows how they talk. “A big part of Voice of Customer is knowing what to take and what to leave.” About the Guest Sara Frandina is a conversion copywriter with an insatiable appetite for learning, all of the books, and popcorn. Her superpower is translating the thoughts and stories of others into meaningful insights that fuel empathy-based marketing + communication for her clients. When she's not busy reading between the lines of customer research, you can find Sara getting tackled by her toddler, walking her pup, or warming up her coffee. Again. Learn more about Sara — and how to get to copy that converts — at www.SaraFrandina.com. Website: https://sarafrandina.com Instagram: https://instagram.com/sarafrandina Twitter: https://twitter.com/heytheresar Facebook: https://www.facebook.com/SaraFrandinaCopywriting Go to the show notes for all the resources mentioned in this episode: https://onlinedrea.com/144

You may have heard it's important to use the Voice of the Customer (VOC) in all marketing and branding? But why and can it really make a difference in sales? Those questions and many others were at the forefront of Nola Boeá and Vajda's mind when they sat down with their guest, Rebecca Batisto, Founder and Chief Marketing Officer on Demand, at Abask Marketing.Thanks for Listening!You can subscribe to Lori and Nola's show, (we love you and want to make it easy) on Apple Podcasts, Spotify, Google Podcasts, Stitcher, or wherever you listen to podcasts.We love hearing from you! Leave or speak your message hereIf you haven't already, please connect with us on Facebook! Would you like to be a featured guest or have your question, comment or review mentioned? Ask Muse!Sticky Brand LabMarketing and branding strategies are in the works. Come have a listen!In This Episode You'll LearnTips for finding the voice of your ideal customer (VOC)How the voc helps businesses hone their products or services into something customers truly want to buyWhy you need to build a loyal customer base to stay relevant in the market and how using the voice of your customers helps you do it The benefits of building and implementing an effective Voice of Customer.In a study conducted by Bain and Company, 80% of companies said they're customer-centric, but only 8% of their customers agreed. The customer voice is at the core of any successful customer experience. And when your customers' expectations of the product or service you're offering matches with their experience, the result is a satisfied customer, and often a loyal one at that. As Lori and Nola quickly understood many aspiring side hustlers and solopreneurs miss the mark on creating relevant content that resonates with their customers and prospects. By shifting your business focus towards a more customer-centric model, you not only demonstrate you're listening and acting on what your customers are telling you, you also gain a competitive advantage.(5:22.56) Using the right words, the words your customers use builds trust and loyalty. (7:50.10) It's no longer about ‘What's In It For Me' (WIIFM) that customers pay attention to, it's now MMFI. (8:25.28) This is the most important word in customer messaging and too many businesses don't use it. (10:42:17) The 3 most common mistakes aspiring side hustlers make when writing their own content for their websites, social media and marketing collateral.(13:29.15) Try these simple tips, techniques and hacks to DIY website content that resonates with your target customer. (16:46:57) The best places to ‘data mine' your competition to get the copywriting advantage.(18:05:43) This simple hack will help you write website copy that is sure to connect with your target audience.ResourcesThis episode was supported by: Be-YOU-niqueBain and Company research: https://media.bain.com/bainweb/PDFs/cms/hotTopics/closingdeliverygap.pdf  Podcast Transcript – https://www.stickybran

Healthcare marketers and communicators know the importance of finding the voice of the customer and amplifying it in their efforts. In this episode, hosts Reed Smith and Chris Boyer discuss the way organizations can build a “Voice of Customer” (VoC) strategy - from beginning with Word-of-Mouth marketing, to expanding to true “VoC” efforts, the hosts break down the differences between using customer voice for benchmarking and/or for continuous improvement. They are joined by Michael Hoffman, CEO of Gather Voices, who shares how he believes that video is an important way to get customer feedback to help improve trust and amplify authenticity.  Mentions from the Show: Word of Mouth Marketing in 2021: How to Create a Strategy for Social Media Buzz & Skyrocket Referral Sales What is voice of the customer (VoC)? Michael Hoffman on LinkedIn Michael Hoffman on Twitter Gather Voices Gather Voices on Twitter Find Us Online:  Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website

In today's episode, I'm talking about voice of customer data – what it is, why you need it and where you can find it. Listen in to learn why making sure your copy, messaging, content and EVERYTHING you say in your marketing is aligned with how your ideal clients think and speak is so important. If you've ever wondered what's getting in the way of your message fully resonating with your ideal clients, then listen to this episode. For more tips & insights, come connect with me on Instagram @ciaragigleux

Today's writer asks us about voice of customer research. And so we talk about the power of VOC research, why it matters, how we each do it and how it sets conversion copywriters apart from other copywriters. What's really the power behind VOC? Let's dig in.

What is Voice of Customer? How can Voice of Customer be used to curate tailored content across your industry? Why is this important? These are a few of the many questions answered on today's show with industry expert, Dave Loomis. In this episode, Joe Sullivan of Gorilla 76 speaks with Dave Loomis, President of Loomis Marketing on episode 28 of The Manufacturing Executive podcast. Our dynamic conversation covered... How do you facilitate a voice of customer meeting? What are the benefits of a voice of customer meeting? Understanding the pain customers feel and ideal outcomes Want more resources and information? For more ways to serve others as an individual or business, Dave has written a book called Marketing Is Everything We Do. Dave also suggests checking out New Product Blueprinting by Dan Adams and Jobs to Be Done by Tony Ulwick. To hear more interviews like this one, subscribe to The Manufacturing Executive podcast on Apple Podcasts, Spotify, or wherever you listen to podcasts.

In this episode I interview Sean Withford, who is based in Sydney, Australia. He is the founder of an agency called Eloquent, who use digital marketing combined with advanced sales psychology to help you win the hearts and minds of your customers. (www.eloquent.com.au) During the interview we discuss how Neuromarketing is the most effective way to get people to happily buy, and some awesome LinkedIn tips Sean picked up from working there for a few years, plus some priceless advice on using "Voice Of Customer" to skyrocket conversions. There is absolute gold shared in this power-packed 53 minute interview. www.FunnelFellRadio.com

Zu wissen, was deine Kunden wollen, wann sie es wollen und wie sie es möchten, ist der Kern der Entwicklung erfolgreicher Testhypothesen. Wenn du die Bedürfnisse und Motivationen verstehst, die deine Besucher und Kunden antreiben, kannst du ihre Gefühle in ihren Worten und Ton wiedergeben. Auf diese Weise kannst du sie eher davon überzeugen, dass der Kauf bei dir richtig ist. Aber wie finden wir das heraus? Hier kommt die Voice-of-Customer-Recherche ins Spiel. Mein Gast Stefan wird uns Schritt für Schritt durch den Prozess führen. Du wirst erfahren, wie du wichtige Vokabeln und Wörter aus deinen potenziellen Kunden und Kunden herauskitzelst und sie zur Steigerung deiner Conversions verwenden kannst. Stefan auf LinkedIn: https://www.linkedin.com/in/stefan-heusinger-980945186/  Stefans Webseite: http://stefanheusinger.de/ 

Cristin Pierce, Director of Business Operations at Officium Labs, joins us on this special episode of the Experience Matters Podcast to tackle the challenge of creating a seamless experience with partners to accelerate results. The 3 Punches covered in this episode:How do you pick the right partners/vendors?Getting on the same page with your partners/vendors to ensure a seamless experienceEvolving together- the importance of knowledge and mentorshipHave questions for Cristin? Connect with her on LinkedIn. 

Media Connectivity Strategy : Rahasia dalam membuat suara pelanggan menjadi daya tarik utama. - Part 4 Pada episode kali ini kami akan membahas tentang strategy marketing dari suara - suara pelanggan yaitu voice of customers dengan efektif agar bisnis yang kita berjalan dengan lancar.

Kristi Faltorusso discusses Transformation Management for CS in the fleet & transportation industry. Are your teams carrying our due diligence before going into meetings with customers? Hear about the impact of identifying the 'voice of the customer' for revenue retention with better processes and engagement that help teams align with customers better to see success faster. Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/

In this episode of The CXChronicles Podcast we welcome Jeroen Corthout, CEO of Salesflare in Antwerp Area, Belgium. Salesflare is the intelligent CRM startups and small businesses love to use. It's a zero-input sales pipeline tool that thinks and works for its user, not the other way around.No more manual data entry. Salesflare fills out your address book and keeps track of all interactions with the people you're in contact with. It takes data from social media, company databases, phone, email, calendar and hands it to you in automated customer timelines that tell you everything you need to know. You just have to write the emails, make the calls, and have the coffee.Jeroen and Adrian chat through how Salesflare thinks about The Four CX Pillars and share a bunch of ideas with the CXNation for how your business can continue to sharpen its pipeline management and sales efforts in the future. Huge thanks to Jeroen for coming on the show and sharing his story! Support the show (https://cxchronicles.com/)

In this episode of the CXChronicles Podcast we talk about 6 reasons why your business strategy isn't working. Based on a recent Harvard Business Article, written by Michael Beer, which does a great job highlighting 6 key areas that you need to think about while building and scaling your startup or business. #1 -- Unclear values and conflicting priorities #2 -- Ineffective Senior Leadership #3 -- Ineffective Leadership Styles #4 -- Poor Coordination and Delivery #5 -- Inadequate Leadership Development # 6 -- Inadequate Vertical Communication Be sure to listen to this episode if you are looking for some tips or ideas around optimizing your business strategy and building a scalable world-class customer experience. Focused on the Four CX Pillars: Team, Tools, Process and Feedback. Huge thanks to all of you in the CXNation for tuning in and listening to the CXChronicles Podcast, where each week we talk with customer focused business leaders about building and scaling their companies and teams! Support the show (https://cxchronicles.com/)

In this episode of the CXChronicles Podcast we welcome Ashvin Vaidyanathan, Chief Customer Officer at Gainsight. Gainsight’s innovative customer-centric technology is driving the future of customer success. The company’s Customer Cloud offers a powerful set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together enable businesses to put the customer at the center of everything they do. Ashvin talks with the CXNation about how he and his team over at Gainsight think about the Four CX Pillars; Team, Tools, Process and Feedback.Listen to this episode if you are thinking about how you can build your company and team into the future by focusing on the power of customer experience! Support the show (https://cxchronicles.com/)

In this episode of the CXChronicles Podcast we talk through a bunch of ideas and tips for thinking through how you and your team can get better at collaborating in a remote working environment. Some companies are better than others at adapting to the changing times. In this episode we give you ideas around compensation, metrics, goals, alignment and more! Check us out CXChronicles.com today! Support the show (https://cxchronicles.com/)

In this episode of the CXChronicles Podcast Adrian dives into a bunch of different ideas for the CXNation around best practices for your customer facing team as we continue to fight through the COVID19 experience. Companies across the world have been forced to adapt, evolve, and update their teams, tools, process and feedback over the past 2+ months. In this episode of the podcast we get into several ideas that revolve around relationships, core values, responding to customers, expectation setting, ownership, approval and as always leadership best practices. Be sure to listen to the show on your favorite podcast player today! Support the show (https://cxchronicles.com/)

In this week's episode of the CXChronicles Podcast we welcome GQ Fu Co-Founder of LTVplus. LTVplus works with your business to build and manage your own dedicated teams of live chat agents, customer support agents, social media support, back-office support, and content translators.Some of their bread and butter offerings include: Live Chat, Customer Success, Outreach, Customer Support, Pre-sales, Customer Acquisition, Customer Retention, Content Marketing, Technical Support, and customer experienceGQ and Adrian chat through the Four CX Pillars; Team, Tools, Process and Feedback and discuss a number of different ways that you can grow your business and team through the power of customer experience!Support the show (https://cxchronicles.com/)

Matt and MJ talk with Aaron Haynes, Global Product Manager for Manitou Heavy Equipment, on Voice of Customer programs for industrial companies. Aaron breaks down tactics for getting the right results, how to utilize 'The Council' to get an effective VOC program on both sides, and where most industrial companies fall short when it comes to effectively implementing VOC across the organization. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

In this episode of the CXChronicles Podcast we welcome Steve Scher to chat through his personal story becoming a customer focused business leader. Steve Scher is a business advisor for entrepreneurs, small business owners, franchise owners, and aspiring entrepreneurs. As a business mentor, professional speaker, and acclaimed author of High Risk, High Reward, Steve guides business owners to achieve ultimate success and financial freedom.During his 14 years as CEO, Steve worked hard to overcome many business challenges and all the curve balls that most entrepreneurs experience throughout their careers. In the process, he honed his leadership skills, learned the true value of employees, and understood the importance of creating a great culture.Over the years, Steve forged his business into a leading temporary staffing company with 18 offices nationwide, hundreds of loyal employees, and $50 million in annual revenue. This temporary staffing solutions company specializes in hospitality, foodservice, convention, and related industries. The impressive customer list includes Apple, DropBox, Fairmont, Google, Hyatt, and Marriott; elite university systems such as Stanford, UC Berkeley, UCLA, USC, and University of Texas; large hospital systems throughout the US; and concessionaires for major league sports teams and events including multiple Super Bowls and World Series.Steve built a team and processes that could be scaled and replicated. While establishing coast-to-coast locations, he applied various strategies to build out the business.Tune into this week's show as Steve talks with Adrian about the Four CX Pillars; Team, Tools, Process and Feedback!Support the show (https://cxchronicles.com/)

In this brand new CXWeekly Update episode #81 from CXChronicles, we dive into a bunch of tips, tricks and FREE advice around how you should be optimizing your remote CX efforts in the midst of the COVID-19 pandemic. Listen to this episode if you want to learn more about how you can move your business, team and customer base into this new type of "remote or digital experience" curation optimization.We've had a number of conversations with customer focused business owners, CEOs and a plethora of customers who all weighed in on their current experiences over the past 4 weeks. This episode applies to both your customer and employee experience optimization during this difficult time. You will pick up several ideas for how you need to prepare your business, customers and employees for life post COVID-19. Thanks as always to everyone in the CXNation for listening to the CXChronicles Podcast and remember to check out our brand new book on Amazon "The Four CX Pillars To Grow Your Business Now -- The CX Manager Playbook" and as always don't forget to make happiness a habit folks!-Adrian Support the show (https://cxchronicles.com/)

In this week’s episode we welcome Giles Palmer, Founder of Brandwatch and we discuss social media monitoring, customer data platforms and hear some great insights on listening and responding to customer online conversations.

Annette Franz, Founder & CEO, CS Journey speaks on Voice Of Customer (VoC) program at SparrowCast.

In this week's episode of the CXChronicles Podcast we welcomed Alex Genov, Head of Customer Research at Zappos in Las Vegas. Alex brings a wealth of experience around customer research, insights, and behaviors and leads up the customer research efforts at Zappos today. Alex chats through the 4 CX Pillars; Team, Tools, Process and Feedback with Adrian and gives the listeners tons of valuable tips, advice and knowledge around how Zappos' manages millions of customers, and purchases each year. Listen to this episode today to learn more about Alex and the Zappos team! Support the show (https://cxchronicles.com/)

In this episode of the CXChronicles Podcast we talk about how chatbots can change the game for your business. Are you having trouble answering the same 5 questions for your customers every day? Is it taking you too long to respond? Chatbot solutions can help you with this! Chatbots creates an easy way for your business to talk with customers about basic, easy to manage FAQS about your product or service. Listen to this episode to learn about how the basics of chatbots and remember to rate and review the CXC Podcast -- thanks for listening folks! Support the show (https://cxchronicles.com/)

This week Amanda Whyte who leads Hubspot’s global voice of customer program joins Allison Hartsoe in the Accelerator. One of the most important questions businesses are facing today is how do you collect customer feedback? What are you doing with that data? How are you taking action on it? How do you know what to prioritize? Amanda has wrestled with all of these questions. In this podcast she shares how she brought Hubspot through their voice of the customer journey to organize and prioritize customer feedback. Please help us spread the word about building your business’ customer equity through effective customer analytics. Rate and review the podcast on Apple Podcast, Stitcher, Google Play, Alexa’s TuneIn, iHeartRadio or Spotify. And do tell us what you think by writing Allison at info@ambitiondata.com or ambitiondata.com. Thanks for listening! Tell a friend! Learn more about your ad choices. Visit megaphone.fm/adchoices

In this CXWeekly Update Adrian talks about 4 ways that CX has a direct impact on your company's bottom line. We get into the weeds on the 4 CX Pillars: Team, Tools Process and Feedback. Adrian also talks about updates with the first CXC book "The 4 CX Pillars to Grow Your Business Now -- The Customer Experience Manager Playbook". In less than 15 minutes you will walk away from this episode with a bunch of brand new ideas for how you can leverage your company's CX and customer support to increase your bottom line! Listen to the CXChronicles Podcast on Itunes, Spotify, Sticher or the CXC website today. https://blog.feedspot.com/customer_service_podcasts/Support the show (https://cxchronicles.com/)

In this episode of the CXChronicles Podcast Adrian and the CX Nation chats with Erik Huberman, Founder and CEO of Hawke Media. Erik Huberman is the founder and CEO of Hawke Media, the fastest growing marketing consultancy in the United States. Launched in 2014, Hawke Media has been valued at $75 million and has grown from seven to over 150 employees. The company has serviced over 1500 brands of all sizes, ranging from startups like Tamara Mellon, SiO Beauty and Bottlekeeper to household names like Red Bull, Verizon Wireless and Alibaba. Hawke Media has taken home numerous industry awards including inclusion on the Inc. 5000 2017 list of “Fastest Growing Companies”, Fortune Magazine’s “50 Best Workplaces in Southern California” and Forbes’ “Content Marketing Companies to Check Out in 2018.” As a serial entrepreneur and marketing expert, Huberman is a sought-after thought leader in the world of digital marketing, entrepreneurship, sales and business. Prior to Hawke, he founded, grew and sold two successful ecommerce companies. Huberman is the recipient of numerous honors and awards including Forbes “30Under30,” CSQ "40Under40", Inc. Magazine’s “Top 25 Marketing Influencers,” and Best in Biz North America’s “Marketing Executive of the Year.” A regular contributor to major publications like Forbes, Entrepreneur and CSQ, Huberman is also a well-known keynote speaker. Support the show (https://cxchronicles.com/)

In this episode we talk about how powerful using voice of customer data in your business and how to convert it into sales.Show Notes:Effective ways the audience can easily recognize or remember the business.How to attract the right target audience for your business.Identify the pain points of your customers and how you can provide solutions.How effective the voice of customer data connect with your target audience.Your audience can easily understand the voice of your business.The proper approach to your audience to convert into sales.Kimberly's WebsiteBobbie's WebsiteThanks for listening

This CX Mini Masterclass explains the Voice of Customer (VOC), how this differs from CX metrics and measures and why understanding customers is key to business success. Show host and customer experience expert, Julia Ahlfeldt, shares an overview of the most popular VOC methodologies and approaches, as well as some practical ideas on how insights can be used to improve CX. If you’ve been looking for clarity on how to shape an effective program for customer insights, this episode is for you.       Distinguishing between Voice of Customer and CX metrics It’s important to clarify the distinction between customer insight and CX metrics. Organizations will sometimes lump CX metrics in with insights and Voice of the Customer, and this is a mistake. These are both important inputs to a CX management framework, and while they are complementary, they are also distinct, serving different purposes. Voice of Customer, which is also referred to as Voice of the Customer, “VOC” or customer insight and understanding serves to clarify our knowledge of the context of the customer: Who they are, what they care about, what motivates them, as well as what are their needs and how they look to fulfill these through the marketplace. Think of voice of customer or customer insight as inputs into the design or ongoing refinement of the customer journey. While VOC findings might go as far as exploring how customers perceive or experience your organization’s products and services, VOC isn't a scorecard on the current delivery of the customer experience. That’s where CX metrics and measures come in. Metrics and measures give the business some insight into performance against customer experience objectives, and what this means in terms of impact on the bottom line. For a comprehensive definition of metrics, measures and business value, be sure to check out episode 28. For the purposes of today’s conversation, we can think of CX metrics and measures as an evaluation of how things are going or as outputs of the existing journey. Metrics and measures might provide some insight into how customers are reacting to experiences, but there are limitations. Quantitative score-based metrics like NPS and CSAT don’t tell us much about who our customers are or what they are thinking. This is why organizations must have programs in place to both understand customers and measure delivery of the journey. For more information on metrics and measures, be sure to check out episodes 31, 32 and 33, which dive into this topic in great detail.     Customer insight methodologies It's undeniable that businesses need to understand their customers, but there are many ways to do this, each with benefits and drawbacks. I like to think of these methodologies in terms of 3 categories:   Observational - this involves gathering data about a customer’s environment and their actions to get more context about who they are and what they do. Findings are great for establishing customer segments, understanding commonalities among consumers and how they navigate the customer journey. Example approaches: ethnographic research, analysis of demographic trends, analysis of customer actions or behaviors against outcomes. Listening - this includes the evaluation of organic customer-driven commentary (not prompted). Findings can provide rich insights about what customers are thinking, what they value and what they prioritize. This information can be used to improve or innovate customer experiences and provide context around likes/dislikes. Example approaches: analysis of social media feedback or unprompted inbound feedback through support channels, building journey case studies. Asking - this includes methodologies that incorporate asking questions to prompt responses that provide information about customer opinions or perspectives. These approaches are especially effective for deep-dives into topics that might be identified through observational or listening methodo...

In this episode of the CXChronicles Podcast Adrian dives into the CXWeekly based all around voice search, smart speakers, alexa, google home, siri and more. The net of it is voice is on the rise but are you thinking about how this will impact your business? Better yet are you aware of what your business competition is doing around this same space? Check out this week's episode to learn more about what consumers are searching for by voice and how you can start thinking and planning ahead to remain on top of your future customer experience trends! Support the show (https://cxchronicles.com/)

In this episode of the CXChronicles Podcast Adrian speaks with Kyle McSlarrow SVP of Customer Experience and Journey Design at Comcast. Kyle tells his story about what it's like working to lead the customer experience, customer service and experience design efforts at Comcast. He also talks with the CXNation about how Comcast was able to increase their overall NPS performance and make their customers and employees happier in the process. Plus Kyle offers tips and advice for how founders and executives can think about increasing their companies overall focus on customer experience and customer success in the future. Kyle has an incredible background and an awesome story to share with us, we hope you enjoy this episode of the CXChronicles Podcast! Support the show (https://cxchronicles.com/)

In this episode of the CXChronicles Podcast we speak with Claire Boscq-Scott a CX expert, author, speaker and Global Guru on the topic of what it takes to manage and serve customers and employees in today's world. Claire and Adrian chat through the 4 CX Success Pillars; Team, Tools, Process and Feedback. We explore ENPS and employee engagement ideas as well as how it has a direct impact on your overall customer experience and customer service as your business grows. Taking time to collect customer and employee feedback is imperative to growing your business. Listen to this episode today to learn more about how you can grow you business through the power of customer experience! Support the show (https://cxchronicles.com/)

In this episode we dive into the top 5 reasons why you should always consider your customers right. We know that there's always edge cases to this idea but in general keeping your customer for the long haul and building high life time values with each of your customers is key to your business success. Listen to this CXWeekly Update where Adrian discusses ideas to grow your customer base and create more promoters for the future of your business or startup! Support the show (https://cxchronicles.com/)

In this episode we speak with Allen Beers, Director of Customer Success at Greenhouse in New York City. Greenhouse has raised over $110 million dollars in Venture Capital to chance the way that companies across the world hire new talent. Greenhouse is a recruiting optimization platform to help companies build and scale their recruiting processes.In this episode Allen Beers talks with the CXNation about building a CX/CS team for success and the importance of Customer Segmentation. Support the show (https://cxchronicles.com/)

In this episode Adrian chats about what makes an awesome CXRep. If you are thinking about getting involved in customer experience or customer service or even sales, basically anywhere that you will be speaking with customers on the regular you'll want to listen to this episode! Support the show (https://cxchronicles.com/)

In this episode we talk with Ilana Brown, Director of Customer Success @ Seven Rooms in NYC.Illana dives into the 4 CX Success Pillars @ Seven Rooms -- and what its taken to build out the customer facing team in NYC. From neighborhood restaurants to international, multi-concept hospitality groups, SevenRooms empowers operators to create and cultivate the meaningful, direct relationships with guests that make exceptional experiences possible. Founded in 2011 in New York, the reservation, seating and guest management solution gives operators the tools they need to develop direct relationships with guests, boosting revenue and enabling personalized service and marketing.SevenRooms has restaurant, hotel and nightlife clients in more than 100 cities worldwide, including: Jumeirah Group, The Cosmopolitan of Las Vegas, Standard Hotels, LDV Hospitality, Live Nation, TAO Group, Zuma, Bagatelle, Altamarea Group, Batali & Bastianich Hospitality Group, NoHo Hospitality Group, Chase Hospitality Group, Mercer Street Hospitality, Corbin and King, Ethan Stowell Restaurants and The h.wood Group .www.sevenrooms.comSupport the show (https://cxchronicles.com/)

In this episode Adrian chats through 5 steps for how you can build a Voice of Customer program for your start-up, small or medium business. You can gain tons of value by taking the time to speak through a Voice of Customer program with your team today! Support the show (https://cxchronicles.com/)

CEO of $50 million software firm Datastorm and outsourced CMO Stephen Monaco joins us on the Cold Star Project to share his expertise on Voice of Customer programs. If you don't have a VoC program, you need to start working on yours right now. If you do have one, you should speak to Stephen to find out how you could be getting more impact with it. When it comes to knowing the right step in marketing, feature design, product development and more, Voice of Customer programs are the engine of profitable growth. Is it time to talk to the experts of scaling from 12 - 500 people at Cold Star? Book a call at https://www.coldstartech.com

In the 5th episode of the touch•point podcast, Reed Smith and Chris Boyer discuss how hospitals and health systems can begin using Voice of Customer (VoC) to shape their online patient experiences, including some of the unique challenges healthcare organizations face when begin to track VoC. From HCAHPS to Net Promoter scores, the hosts discuss best practices and even face off in a heated debate on whether the customer is right. Featuring an expert interview with Matt Gove from Piedmont Healthcare where he shares tips that hospitals can use to begin crafting an advanced VoC program. Give it a listen!

In this # 4 of 9 interviews I am doing with Dana A. Oliver he tells me "I'm shocked at the number of companies who have the engineers and product developers create a product and do not do thorough testing with customers or potential customers." Prototyping is critical in the release of a new product. It is also important when planning to relase a new service. TEST customer's reactions to the product or service. Make adjusts in the "feasibility" stage not after releasing. Dana calls this "Build to Learn"Commonsense is not always common practice!Dana's book is "Mantra Design Innovate, Buy, Or Die - Discover the Secrets for Profitable and Lasting Innovation"This series from Dana A Oliver can save you thousands, maybe millions of dollars!Dana was the Senior Director of Research & Development at Medtronic's Surgical Technologies ENT / NT division. and helped them grow that business unit from $100m to $2billion is over fourteen years.My special thanks to the folks at www.kevinsww.com. They are one of America's largest providers of promotional products and uniforms. The Business Builders Show could not deliver this powerful information without their support.Love to hear your comments. Call or text me at 570 815 1626. See acast.com/privacy for privacy and opt-out information.

Alaina Maloney, Social Communications Manager for Intuit’s TurboTax, joins the Social Pros Podcast to discuss how a seasonal product can drive business year-round through social. Special thanks to our sponsors: Salesforce Marketing Cloud (Advertising Studio: bit.ly/AdvertisingStudio

While Analytics packages tell you what people are doing on your website, Qualaroo can tell you why they are doing it by capturing qualitative and voice of customer data. Or even more important, why they aren't doing something. Sean Ellis’ is the CEO and co-founder of Qualaroo Insights, a qualitative insights solution triggered by onsite user behavior to collect visitor intelligence for driving faster conversion rate optimization. Qualaroo is used by major companies like Shopify, Yahoo, Vimeo, Groupon, and intuit to help them gain better “voice of the customer” (VOC) intelligence that they can’t get from their analytics tool. Additionally, Sean has been a marketing executive for huge companies like Dropbox, Eventbrite, and LogMeIn, he’s currently an advisor to Kissmetrics, and he runs a very popular marketing blog and community for startups called Growth Hackers. In this episode Sean talks to us about how you can use qualitative insights to convert more of your visitors into paying customers, and how one of his experiments resulted in a 300% boost thanks to VOC.   Topics Discussed Throughout This Interview: What qualitative and voice of customer data means to ecommerce companies. Test 10 different ideas for one answer, but can get that answer via voice of customer. What is Growth Hacking and why does it matter? Growth hacking for physical product businesses. Sean’s experience as the first marketing hire at Dropbox (and why they grew so quickly). Effective referral marketing and how to translate it to ecommerce. 300% increase in conversion thanks to voice of customer/qualitative.   Links/Resources: Sean On Twitter Qualaroo Growth Hackers Kissmetrics   Thank You For Listening & A Simple Request To get more awesome Ecommerce Influence content sent directly to your device and into your ears as they become available, you can subscribe on iTunes or Stitcher! Also, ratings and reviews on iTunes (hopefully 5-stars!) help us tremendously a we’re very grateful for them. We do read all of the reviews and we’ll answer your questions or comments on future episodes. Cheers, Austin & Chad!   Follow on Twitter: Follow @chadvanags Follow @a_brawn