Podcasts about winning digital customers

In this episode, Dots Oyebolu sits down with Howard Tiersky, the dynamic CEO at FROM, The Digital Transformation Agency.As digital transformation continues to shape the business landscape, Howard offers insights from years at the helm of his digital transformation agency. He takes a deep dive into correlation and causation in the digital sphere, the importance of repeatability, and how to discern the “why” from the “what” using a combination of qualitative and quantitative research.The duo also delves into the realm of change management, especially in the context of marketing and digital experiences. Howard's recall of historical instances, particularly the missteps of Blockbuster, offers a fascinating perspective on the pivotal moments in technology history.Highlights include:The innate human tendency to correlate events, and why discerning causation from correlation is crucial.The role of repeatability in understanding the correlation-causation matrix.How to effectively combine qualitative research with quantitative data to understand customer behavior.Emphasizing empathy in stakeholder engagement for change management.Learning from historical mistakes: The Blockbuster saga.Resources Mentioned:FROM, the digital transformation agencyWinning Digital Customers: The Antidote to Irrelevance - Howard Tiersky's book available on Amazon, iBooks and more.Winning Digital Customers website, where listeners can download the first chapter of Howard's book for free.Insightful Links:https://digitalmaturitybenchmark.withgoogle.com/en/advertisers/https://www.qualtrics.com/experience-management/customer/what-is-digital-cx/Thanks for listening to the Marketing Leadership podcast, brought to you by Dots Loves Marketing. If you enjoyed this episode, leave a review to help get the word out about the show. And be sure to subscribe so you never miss another insightful conversation.#PodcastSEO #PerformanceMarketing #PodcastAds #MarketingStrategy #MarketingIntelligence #PaidMedia

In this week's episode of the SIMPLE brand podcast, I talk with Howard Tiersky.Howard is the CEO and Founder of FROM, a digital transformation agency that helps some of the world's largest brands navigate digital transformation and re-invent their customer journeys to earn the love of today's ‘digital customers'.He's named one of the Top 10 Digital Transformation Influencers by IDG Magazine, and one of the Top 100 Customer Success Strategists by Success Coaching.And Howard's the author of the Wall Street Journal bestseller - Winning Digital Customers: The Antidote to Irrelevance.Howard and I discuss why the most valuable companies are known for providing a seamless, digital customer experience. And we discuss his five-step roadmap to help your brand do the same.Here's what we discuss:What drives irrelevance in brands todayEvery interaction a customer has with you forms their perception of the entire experienceHow to earn and keep customer love by helping them feel lovedWhat causes 84% of digital transformations to failHow to get your peer leaders to buy into digital transformationHoward's five-step roadmap for transforming your customer experienceHow focusing on quick wins helps fuel momentum in digital transformationHow to calculate, prioritize and know which quick wins to build in your customer experienceRESOURCES FROM THIS EPISODE:Howard's siteHoward's book - Winning Digital Customers: The Antidote to IrrelevanceHoward on LinkedIn

What do ADP, JP Morgan Chase, Universal Resorts, and Visa all have in common? They've all worked with today's guest, Howard Tiersky, to transform their digital customer experience. Howard is the CEO and Founder of FROM, a digital transformation agency that helps companies go from where they are, to where they need to be. He's the author of Winning Digital Customers: The Antidote to Irrelevance, one of the Top 10 Digital Transformation Influencers by IDG Magazine, and one of the Top 100 Customer Success Strategists by Success Coaching.In this episode, Howard and I discussed the importance of observing your customers in real-time, connecting your executive team with your frontline employees, and his five-step roadmap to thrive in a digital world. Show Notes2:20 - Howard tells Brittany what he does at FROM4:34 - Howard explains what “observational research” is and how companies can implement this practice to learn more about their customers 6:43 - How a vacation package company might use observational research to learn more about its customers8:08 - How Howard used observational research with Universal Theme Parks10:47 - How do you extrapolate the important data from your research and what's worth pursuing?12:45 - How you can use surveys to complement observational research to better understand your customer journey14:03 - Something surprising that Howard discovered when doing research for a major news platform16:10 - Why there's sometimes a disconnect between C-suite executives and their perception of their customers20:46 - Howard walks us through his 5 step-roadmapUnderstand your customerMap the customer journeyBuild the futureOptimize the short-termLead the change25:45 - Why identifying small improvements can have a compounded effect in the short term30:35 - How to get customers on board with change31:55 - Change versus extra effort32:05 - Brittany observing customers' expectations for transformation through the eyes of her young kids36:30 - Brittany's son's experience at a doctor's office leads Howard to question: would you rather have your customers think you're clueless or that you don't care?40:04 - The emotional connection that customers have to a brand is one of the most valuable assets a brand can have41:50 - Why Apple focuses so much on its packaging and the lesson you can take learnWinningdigitalcustomers.com Follow Howard Tiersky on LinkedIn

Howard Tiersky is the author of the Wall Street Journal best-selling book, Winning Digital Customers, as well as the Founder and CEO of Innovation Loft and FROM, The Digital Transformation Agency. As a Top 10 Digital Transformation Influencer, Howard helps executives at large brands transform their customer experience to win in today's digital world. One of the biggest mistakes a business can make is thinking they know their customers without doing much research on them. Listen in as Howard explains why you need to do rapid customer research, how to research your customers during the covid-19 pandemic, and how to turn your research into actionable insights that will help your business grow. During this interview, we discuss: 2:59 – About Howard's book: Winning Digital Customers 4:59 – Launching FROM, The Digital Transformation Agency + Their primary clients 8:00 – Howard's business growth 10:06 – Why do rapid customer research? 13:45 – A simple framework for how to do rapid customer research 22:27 – Making customer research actionable 28:43 – Expert advice on researching customers 30:07 – Howard's favorite growth tool 30:58 – His most recommended books 32:00 – How to connect with Howard and get a copy of his book Plus, a whole lot more! Resources: Winning Digital Customers by Howard Tiersky Digital Darwinism by Tom Goodwin Awaken the Giant Within by Tony Robbins  Think and Grow Rich by Napoleon Hill Howard's LinkedIn Howard's Twitter Howard's Facebook Visit his website ————————- If you enjoyed this episode, please RATE / REVIEW and SUBSCRIBE to ensure you never miss an episode. Connect with Dennis Brown  AskDennisBrown.com LinkedIn Twitter Instagram [Free Giveaways]

Howard Tiersky is a successful entrepreneur who has been named by IDG as one of the 10 Digital Transformation Influencers to Follow, and by Enterprise Management 360° as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.” He is also the author of the WSJ bestselling book, Winning Digital Customers. This interview includes the fascinating story of working on Blockbuster's digital transformation toward the end of their business.

Digital transformation is perhaps one of the most important strategic initiatives that brands will take on in this phase of the 21st century. But how do you ensure you're actually going to have a successful one that your employees buy into?    Our guest this week is an expert in guiding companies to those successful strategies. Howard Tiersky is a successful entrepreneur who has been named by IDG as one of the "10 Digital Transformation Influencers to Follow Today" and by Enterprise Management 360° as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.” He is also the author of the WSJ bestselling book “Winning Digital Customers: The Antidote to Irrelevance” and is the founder of two companies that enable large brands to win in the digital world, FROM: The Digital Transformation Agency, and Innovation Loft.   Listen to the full episode to learn Howard's advice for launching a successful digital transformation within your organization, some of the common pitfalls, how to overcome resistance from employees, and tips for digital initiatives at small and mid-sized companies.    Here's a Glimpse of What You'll Learn:    Some of the biggest changes in the digital world Howard has seen recently The biggest gaps in digital experience that customers experience, according to Howard's research More about Howard's book, “Winning Digital Customers” and how it can help brands deliver a better digital experience to their customers Howard's 5-step process to drive digital transformation  Tips for overcoming change resistance within an organization The benefit of “deconstructing” solutions as a method to find the best option that your team can get behind What small and mid-sized companies should be doing today as far as digital transformation The key mindset shift that great a leader need to make in order to truly give their customers what they want  More advice about how to prototype solutions, and why that stage of the process is so important How Howard measures successful transformation efforts Some of the habits Howard integrates into his life to keep himself focused and reduce stress   Resources Mentioned in This Episode: FROM Digital Free chapter of “Winning Digital Customers” FROM Digital on LinkedIn Howard Tiersky on LinkedIn “Winning Digital Customers: The Antidote to Irrelevance” by Howard Tiersky and Michelle McKenna “Awaken the Giant Within: How to Take Immediate Control of Your Mental, Emotional, Physical and Financial Destiny!” by Tony Robbins “Zen and the Art of Motorcycle Maintenance: An Inquiry Into Values” by Robert M. Pirsig 40 Strategy Contact 40 Strategy Carl J. Cox on LinkedIn

 Who is a digital customer and what do they expect from companies in today's fast paced, digitally driven world? On this episode of The Digital Enterprise Society podcast, Craig Brown and Thom Singer sit down with Howard Tiersky, CEO and Founder of FROM and author of Winning Digital Customers for a conversation about the role that digital tools play in today's customer experience.  Whether they realize it or not, nearly every customer experience is affected by digital tools, and it is up to companies to keep up with the rapid change of pace that customers are demanding.    On today's podcast, you will learn:   Who is a digital customer?  Digital customers live a digital-centric lifestyle.  Techniques of digitalization can help a customer visualize a product long before it is made.  Keeping the value the customer wants front and center continues to shift toward digitalization, especially in vehicles.    Maximizing the value proposition of customer preferences First, understand the customer you are addressing.  Utilize a wide range of customer research strategies.  Too many companies underinvest in customer research.  Digital technologies bring the ability to show off what a product could be.  Requirements are a tool, improved experience is the ultimate goal.    Clarifying the term ‘digital' The terms we use to describe digital anything is just a reference to the tools that are used.  Digital refers to every aspect of a product or service, it is no longer an isolated department.  Digital is the future of every business, even Taco Bell.  The customer experience is improved when companies utilize digital.    Digitalization versus digital Digitalization takes something analog and creates a digital format.  Digitalization can also refer to the digital transformation.  Either way, customers have changed to be more digital and companies have to follow suit.  The digital experience has to meet the needs of today's customer.    Continue the conversation with us within the Digital Enterprise Society Community at DigitalEnterpriseSociety.org.   Digital Download: Virtual Round-Table Series

Welcome to The Voice of Retail. I'm your host Michael LeBlanc. This podcast is brought to you in conjunction with Retail Council of Canada.In this episode, meet Howard Tiersky, Author of the Wall St.Journal best-selling book, Winning Digital Customers: The Antidote To Irrelevance.  In a wide-ranging interview with this digital veteran, Howard takes us through his five-step roadmap to thriving in a digital world.Thanks for tuning into this special episode of The Voice of Retail.  If you haven't already, be sure and click subscribe on your favourite podcast platform so new episodes will land automatically twice a week, and check out my other retail industry media properties; the Remarkable Retail podcast, the Conversations with CommerceNext podcast, and the Food Professor podcast.  Last but not least, if you are into BBQ, check out my all new YouTube barbecue show, Last Request Barbeque, with new episodes each and every week!I'm your host Michael LeBlanc, President of M.E. LeBlanc & Company & Maven Media, and if you're looking for more content, or want to chat  follow me on LinkedIn, or visit my website meleblanc.co!  Have a safe week everyone!I'm your host Michael LeBlanc, President of M.E. LeBlanc & Company & Maven Media, and if you're looking for more content, or want to chat  follow me on LinkedIn, or visit my website meleblanc.co!  Have a safe week everyone! About HowardI've had the amazing opportunity to help leaders at dozens of the world's largest brands navigate digital transformation—to re-invent their customer journeys to earn the love of today's "Digital Customers." I've learned so much after 20+ years doing this type of work and I'm excited that my most recent book was named on the WSJ Best Selling list. It's called WINNING DIGITAL CUSTOMERS and is a blueprint for how any company can methodically remake itself to win in a digital era. In it I reveal the methods I've developed to get alignment at large organizations around transformation and then to implement it successfully. If you'd like to check out a few sample chapters just IM me.It's been an incredible journey. I spent 15 years leading digital practices at 2 of the world's largest consulting firms. Then 12 years ago I decided to leave a senior role at Capgemini to start my own firm, initially with 1 client and 0 employees. My wife was quite concerned about that decision! She's happy now though, as the company has grown to over 75 amazing people working with large brands like Verizon, NBC, Avis, A&E, Mattel, AAA, & Airbus. We've won many awards but more importantly have driven massive and measurable value through helping transform our client's customer experiences. I speak regularly at conferences such as The Front End of Innovation, DMA, Internet Week, and CES. I also publish frequently and have been a contributor to CIO magazine. I was named by IDG as one of the "Top 10 Digital Transformation Influencers," & by Enterprise Management 360 as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.” I was also honored to be featured on a 1 hr video program with the Harvard Business Review, and I've served as an adjunct professor at the NYU graduate school.Other brands I've worked with include: Turner, Sprint, Office Depot, Farmers, CNA and Mercury Insurance, Sears, Merrill Lynch, GM, Amex, CBS, Allstate, Amazon, Mastercard, Sylvania, Merck, Aventis, Houghton Mifflin, Universal Studios, Wiley, Viacom, Crayola, Mcgraw-Hill, Nutrisystem, NFL, NBA, Visa, Shubert, Moodys, Morgan Stanley, Gulfstream, Exelon, GMAC, Fox, Chevron, D&B, Bloomberg, Sesame Workshop, Barnes & Noble Education.I live in NJ with my wife Lana & my 5 children...or I guess I should say 4 of my children..my oldest, Rachel, left this year to begin her freshman year at Dartmouth. If you are at an enterprise looking to transform and win digital customers, please connect with me, and we can schedule a call to explore whether and where my team and I can be of help. About MichaelMichael is the Founder & President of M.E. LeBlanc & Company Inc and a Senior Advisor to Retail Council of Canada as part of his advisory and consulting practice. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience and has been on the front lines of retail industry change for his entire career. He has delivered keynotes, hosted fire-side discussions with C-level executives and participated on thought leadership panels worldwide.  Michael was recently added to ReThink Retail's prestigious Top 100 Global Retail Influencers for a second year in  2022. Michael is also the producer and host of a network of leading podcasts, including Canada's top retail industry podcast, The Voice of Retail, plus the Remarkable Retail with author Steve Dennis, Global E-Commerce Tech Talks and The Food Professor with Dr. Sylvain Charlebois.  Most recently, Michael launched Conversations with CommerceNext, a podcast focussed on retail eCommerce, digital marketing and retail careers - all available on Apple, Spotify, Amazon Music and all major podcast platforms.   Michael is also the producer and host of the “Last Request Barbeque” channel on YouTube where he cooks meals to die for and influencer riches.

Howard is an inspiring and passionate speaker, the Founder and CEO of FROM,  The Digital Transformation Agency, a Wall Street Journal bestselling author, innovation consultant, and serial entrepreneur. IDG named him one of the “10 Digital Transformation Influencers to Follow Today”, and Enterprise Management 360 named Howard “One of the Top 10 Digital Transformation Influencers That Will Change Your World.” In this episode we talk about Winning Digital Customers, the title of Howards Wall Street Journal best Seller. Topics: The 5 step roadmap to thrive in the digital world Customer journey mapping, shifiting attention to outcomes Optimising for the short term Finding your innovation hero, the champion of change Howards linked in - https://www.linkedin.com/in/tiersky/ Howards company website - https://www.from.digital/ Howards book, Winning Digital Customers - https://www.amazon.co.uk/

"If customers don't believe what you say about yourself, what is it that they do believe?" Howard challenges us to rethink how we view marketing in light of how much it's changed because of the digital age. Studies have shown we see thousands of ads a day without realizing it. Listen to this episode of Winning Digital Customers: The Podcast to learn what matters most to today's digital customers when it comes to making a purchase decision. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. Follow me on: Linkedin: https://www.linkedin.com/in/tiersky/ Website: https://www.from.digital/ Twitter: https://twitter.com/tiersky (https://twitter.com/tiersky)

"The best ideas don't come from a blank sheet of paper." Howard sits with us to talk about the common mistakes we often make when we ideate. We need to generate a fertile field of ideas, but implement only a few of them. More often than not, ideas that don't look good in the moment could potentially solve a problem that may surface somewhere down the line. Listen to this episode and find out the best way to overcome the most common ideation mistakes that happen within the organization. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. Follow me on: Linkedin: https://www.linkedin.com/in/tiersky/ Website: https://www.from.digital/ Twitter: https://twitter.com/tiersky (https://twitter.com/tiersky)

"Digital provides a less personal experience." Howard sits down to argue that digital is able to provide a person experience to your customers in this week's episode of Winning Digital Customers The Podcast. If personal connections were still so important in the digital age, then companies like Amazon, Facebook, and Google wouldn't be the success that they are today. Listen to learn the five key aspects that makes an experience "personal" for a customer. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. Follow me on: Linkedin: https://www.linkedin.com/in/tiersky/ Website: https://www.from.digital/ Twitter: https://twitter.com/tiersky (https://twitter.com/tiersky)

In this week's episode of Winning Digital Customers The Podcast, Howard sits down to talk to you about why focusing entirely on a single goal or plan is a bad thing. Howard argues that sometimes, it might be worth pursuing moonshot ideas even if they might seem risky. No one wants to focus their entire strategy under the wrong goal and put all their eggs in one basket. Listen to learn what mistakes to avoid and maximize your strategy while keeping the flexibility to course-correct. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. Follow me on: Linkedin: https://www.linkedin.com/in/tiersky/ Website: https://www.from.digital/ Twitter: https://twitter.com/tiersky (https://twitter.com/tiersky)

Welcome back to another season of Winning Digital Customers The Podcast! In this week's premier episode, we are joined by the Global Chief Digital Officer of Royal Canin, one of the largest global brands for pet food, Peirre-Charles Parsy. Pierre-Charles shares the techniques and preparations that allowed Royal Canin to rapidly deploy their direct-to-consumer platform in response to the global pandemic. He also talks about how being a trusted and loved company can help empower an organization through multiple crises. Listen in to learn how large, global, mission-driven companies like Royal Canin are able to reinvent themselves despite facing massive risk. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. Follow me on: Linkedin: https://www.linkedin.com/in/tiersky/ Website: https://www.from.digital/ Twitter: https://twitter.com/tiersky (https://twitter.com/tiersky)

We could call it customer experience. Or we could call it love.  How should our customer-centricity change when we want to win digital customers?  In this episode, I interview Howard Tiersky , CEO at FROM, The Digital Transformation Agency and author of Winning Digital Customers , about emphasizing customer experience during digital transformation.  Howard and I also talked about: What the three key elements of customer experience are Why you need an ambitious vision for digital transformation How to love your customers — and earn their love What the role of values are in digital branding How to temper the pace of change with customer-centricity     Check out these resources we mentioned: Howard Tiersky on LinkedIn  Winning Digital Customers  FROM, The Digital Transformation Agency  Tony Robbins  Bulk Reef Supply   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , Google Play or Google Podcasts , and find more episodes on our blog.

We're kicking off this season with some of today's biggest names in the digital transformation space. You'll hear me interview and get exclusive insights from the CTO of TIME, the Chief Research and Analytics Officer at CBS, the Chief Marketing Officer at Navy Federal Credit Union, and more!  You may even spot a few of your favorite digital influencers showcased this season. And just like last season, I'll be sharing insights and stories from my 25+ years of experience helping today's largest brands navigate digital transformation  As always, our episodes are released bright and early every Thursday morning. Subscribe to Winning Digital Customers | The Podcast on your favorite streaming platform to stay up to date on the latest episodes. Visit https://wdcpodcast.captivate.fm/episode/wdc.ht/preorder (WinningDigitalCustomers.com) to learn more about the Wall Street Journal Bestselling Book that inspired the podcast. Visit https://wdcpodcast.captivate.fm/episode/FROM.DIGITAL (FROM.DIGITAL) to learn more about Howard's award-winning agency services, including marketing, web and app design and development, customer research, strategy and innovation. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Most businesses today need dramatic digital transformation in order to continue to be successful. They may have adapted to e-commerce, but they aren't truly digitally driven. Howard Tiersky, CEO at FROM, The Digital Transformation Agency, joins the show to share lessons from his latest book, Winning Digital Customers, about overcoming enterprise resistance to digital transformation. Join us as we discuss: What went awry with Toys“R”Us The 3 stages of digital evolution Tips for overcoming disruption caused by transformation      Check out these resources we mentioned: Winning Digital Customers by Howard Tiersky What the Bible Teaches About Digital Transformation   You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can't see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Stacy Sherman interviews Howard Tiersky, author of Winning Digital Customers, about how to drive desirable customer behaviors (buy, refer) as the root cause of business success. You'll hear actionable ways to stay relevant to customers in a world-changing so fast and earn customers' love and emotional commitment. Much entails applying customer research and design thinking best practices to maximize your competitiveness. Listen, learn and start Doing Customer Experience (CX) Right! Details at: www.DoingCXRight.com/podcasts

Howard Tiersky is the author of the WSJ bestselling book Winning Digital Customers: The Antidote to Irrelevance. He is also the founder of digital transformation agency, FROM, which has won over 100 awards for user experience design, and helped to redesign the Avis app which is now ranked by JD Powers as #1 in the industry. In his 25 year career helping large enterprises win in the digital space, Howard has worked on projects for dozens of Fortune 1000 companies and has been named one of the “Top 10” Digital Transformation influencers by IDG as well as by Enterprise 360. Key Takeaways Defining digital transformationFactors that have accelerated digital transformation and how it has affected our personal and professional lives. How business leaders should digital transformation. How companies can use digital transformation to gain a competitive edge over rival companies or businesses Preparing to expect the unexpected.How digital transformation has affected employee behavior and their ability to embrace change.Howard takes us through the different types of digital transformation projects that he's been involved in.The debate around augmented reality and whether or not it's relevant to the live events domain. Connect with Howard LinkedIn - https://www.linkedin.com/in/tiersky/   Website - https://www.howardtiersky.com/   Twitter - https://mobile.twitter.com/tiersky   Facebook - https://web.facebook.com/h.tiersky/?_rdc=1&_rdr 

Join Howard for a discussion about the four different categories of employees, including Gatekeepers, Insight Owners, Builders and Operators. He'll walk through who fits into each category why all of them are vital to a successful digital transformation — the key is to know how and when to bring them in! Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

In this episode, Howard is joined by New York Times Bestselling Author and Certified Tequila Sommelier, Jay Baer. Jay sits down to talk about what brands like Chewy are doing right, the crucial alignment that's needed between marketing and customer experience teams, and why convenience is the new location. Tune in to hear why marketers need to focus their strategy on retention rather than increasing acquisitions. To learn more about Jay, visit: https://www.jaybaer.com/ https://www.jaybaer.com/blog-and-podcasts/ https://www.jaybaer.com/the-baer-facts-newsletter/ Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

  The Greek philosopher Heraclitus was known to say, “change is the only constant in life.” Organizations that embrace change as the natural state of being will have the best chance to successfully stay ahead of the curve as the needs and desires of our customers continue to shift. Yet, while people as children are instinctively open to learning and creativity, many organizations are naturally resistant to change and set up cultures that can discourage creative problem-solving, innovation, and transformation.  In this episode, Howard Tiersky and Adele Gutman discuss four common misconceptions about digital transformation that have the potential to derail even the most well-funded efforts. Howard Tiersky is a Wall Street Journal bestselling author of Winning Digital Customers. IDG named him one of the “10 Digital Transformation Influencers to Follow Today”, and Enterprise Management 360 named Howard “One of the Top 10 Digital Transformation Influencers That Will Change Your World.” Links Full show notes for this episode and more can be found on www.adelegutman.com/getgreatreviews  Website: howardtiersky.com LinkedIn: Howard Tiersky Twitter: howard tiersky Book Links: 4 Common Misconceptions About Digital Transformation https://winningdigitalcustomers.com/freechapter Or  https://winningdigitalcustomers.com/preorder For free resources including the complete blog post and show notes on this episode and more, please visit adelegutman.com/getgreatreviews

In this week's episode, Chief Customer Officer at Mailchimp, Carine Roman, joins Howard to talk about what being "customer-centric" means to her, how large companies can create customer intimacy at scale and the differences between product versus service-led growth. Tune in to hear the secrets behind how Mailchimp keeps its finger on the pulse of its customers and ways to successfully leverage customer insights into actionable strategies for the entire company. To learn more about Carine, visit: https://www.linkedin.com/in/carineroman https://mailchimp.com/ Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

The number one success indicator for any business is how much value it creates for its customers. The first thing I think about when it comes to digital transformation is not in terms of what businesses are doing but what consumers have adopted over the last 10 to 15 years. The way we shop, date, learn, or almost any other area of our life has been dramatically changed by the invention of the smartphone. The bottom line is customer expectations have changed and for businesses to continue to be successful they have to adapt to customer expectations or risk becoming irrelevant. When it comes to small businesses, your first thought might be it is unfair how big companies are setting consumer expectations. While that is true in many ways you can cry about it or do something to bridge the gap. The good news for small businesses is there are so many platforms nowadays that you can leverage what they already built to narrow the gap. While it does take some effort and expense to get up and running on these platforms, they are within reach for nearly any size of business. And SMBs have a huge advantage when it comes to adapting quickly to customer needs because they operate at a smaller scale.  In my book Winning Digital Customers, I presented a five-step process I recommend every business walkthrough. The first step is to understand your customer, the second is to map the customer journey, the third is to build the systems that support the journey, the fourth is to optimize the current processes, and the last step is to rally your team around implementing the needed changes in your business. When you've done these five steps well, you will bridge the digital gap with your customers and unlock tremendous growth.   Resources Shared: FROM, The Digital Transformation Agency Winning Digital Customers by Howard TierskyImpactful Online Meetings by Heidi Wisbach and Howard TierskyWinning Digital Customers PodcastThryv

In today's episode, Howard sits down to talk about ways to combat some of the perceived downsides of creating a great customer experience. Howard refutes common worries digital transformation cynics may be pointing out. He addresses concerns regarding higher chances for fraud, making returns too easy for customers, and why digital channels having lower conversion rates than traditional retail channels may not be so bad after all. Tune in to hear why the benefits for improving digital customer experiences far outweigh the "bad." Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard Tiersky is a serial entrepreneur and author of the Wall Street bestseller Winning Digital Customers: The Antidote to Irrelevance. Since 2007, he has served as CEO of the management consulting firm FROM, The Digital Transformation Agency. In this episode, Howard dissects that all-too-common buzzword, “digital transformation”, explaining it via the evolution of nearly every aspect of our lives since 2010, from commerce, banking, and transportation, all the way to dating, fitness, and career. “It's hard to find any domain in our lives that hasn't been significantly shifted because of these smartphones in our pockets and other digital touchpoints.” says Howard. Therefore, businesses who don't adapt fast enough to these ever-shifting domains will be left behind. Listen in as Howard dives into the antidote to irrelevance describing it as the right way to go about digital transformation within your business by identifying your customers' pain points in order to craft the appropriate modern solutions for them. He goes on to speak about best practices for linking digital strategy to customer experience. At the same time, he provides the caveat that companies should be careful not to prioritize all things digital at the expense of every other facet of doing business with human beings. Finally, Howard goes into the principles he writes about in his previous book, Impactful Online Meetings. This episode is now on Apple Podcasts, Google Play, Spotify, Stitcher, or wherever you listen to podcasts. You can also listen via the podcast player embedded above. Make sure to subscribe to “How That Happened” to receive our latest episodes, learn more about our guests, and collect resources on how to better run your business.

In this week's episode, one of the top 25 global thought leaders of 2021 and award-winning certified customer experience keynote speaker, Stacy Sherman, joins Howard to discuss what companies may be getting wrong about customer experience, closing the feedback loop, and building trust through testing, analyzing, adjusting and repeating pilot programs. Tune in to hear why Stacy considers the customer experience team the "glue" and strategies to improve customer experience in 2022. To learn more about Stacy, visit: https://doingcxright.com/ (https://doingcxright.com/) Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

In today's episode, Chief Digital Officer at Customers Bank, Dan Armstrong, sits down to talk about his experience launching digital products and channels in 43 countries throughout Africa, Asia, Europe, North America, and South America. Tune in to hear Dan discuss commonalities he's discovered between some of the banking challenges customers are facing around the world, how he applies the lessons he's learned from his time abroad to his current work in the US market, and gives insight into increasing instant payment capabilities for their consumers using cryptocurrency. To learn more about Dan, visit: https://www.linkedin.com/in/danarmstrong/ Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

We're ringing in the New Year with an episode dedicated to unlocking new perspectives. Have you ever wondered why we refer to ending a phone call as "hanging up" the phone? Or why we say "rolling up" the car windows when we're closing them? Today's most successful companies are giving their customers the best possible experiences by thinking outside of the box and disrupting the way we normally operate. Uber brought a fresh perspective to taxis. Amazon, a fresh perspective to retail. In this episode, Howard challenges you take a look at the "everyday things" and processes that many of us have grown accustomed to, and talks about the risks of accepting things at face value — especially when it comes to your customer experience. Walk away from today's episode looking at the world through a fresh set of eyes. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. http://www.twitter.com/tiersky http://www.linkedin.com/in/tiersky http://www.facebook.com/h.tiersky

We're rounding out the year with one of 2021's Top Influential Leaders in Hospitality and the creator of The Five Star Review System, Adele Gutman. Adele sits down to talk about empowering her teams, inspiring great reviews, and the value behind both positive and negative customer feedback. Tune in to hear the secrets behind delivering great experiences for guests at every touchpoint. To learn more about Adele, visit: http://www.adelegutman.com Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

In this week's episode, Howard is joined by the SVP, Marketing and Communications at Navy Federal Credit Union, Pam Piligian, as she reveals the secrets behind being the six-time recipient of Forrester's CX Index Best in Class Ranking. As an avid runner who has completed more than 45 marathons, Pam discusses tackling the longest race of her professional life: the marathon that is the customer experience journey. She also discusses the three pillars that guide her team in delivering great customer experiences: Know Me, Show Me What's Next and Do It for Me. Tune in to hear what it means to listen loudly and amplify the good through journey mapping. To learn more about Pam, visit: https://twitter.com/pgpiligian (Pam's Twitter) https://www.linkedin.com/in/pam-piligian-324582/ (Pam's LinkedIn) https://twitter.com/NavyFederal (Navy Federal Credit Union's Twitter) https://www.navyfederal.org/ (Navy Federal Credit Union's Website) Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

As 2021 comes to a close, Howard examines key strategies that you can use to guide your teams to work more effectively together, and four areas that those strategies fall under: Goals, Vocabulary, Information and Humanity. He'll discuss the things he's learned from his experience and talking with experts, why vocabulary is so important, and why conflict is actually a good thing for your team. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

In this week's episode, we're joined by the former Chief Commercial and Experience Officer at Vineyard Vines and Founder of D.O.B, Noah Treshnell. Noah talks about learnings from his extensive career in retail working with top brands like Sephora, Restoration Hardware, and Levi's. He discusses the importance of strategic alignment, investing in your employees, and building a purpose-based business. Noah also dishes on the mission behind his own company, Date of Birth. To learn more about Noah, visit: https://www.linkedin.com/in/noah-treshnell (Noah's LinkedIn) Date of Birth Website https://www.instagram.com/dobdrop/ (Date of Birth Instagram) Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

How to Win and Influence Your #Digital #Customers. Listen to Howard Tiersky, WSJ Bestseller of Winning Digital Customers talk about 'Digital Transofrmation' in retail. Few touchpoints: Who are digital customers and how you define them? What is digital transformation? What works and what doesn't? How is customer moving towards digital transformation? How can retailers get benefits from their digital touchpoints? View Video Podcast About Howard Tiersky: Howard is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. He was named by IDG as “One of The Top 10 Digital Transformation Influencers to Follow Today,” and by Enterprise Management 360° as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.” As an entrepreneur, Howard has launched two successful companies that help large brands transform to thrive in the digital age: FROM, The Digital Transformation Agency and Innovation Loft. Among his dozens of Fortune 1000 clients are Verizon, NBC, Universal Studios, JPMC, Morgan Stanley, the NBA, Visa, and digital leaders like Facebook, Spotify, and Amazon. Prior to founding his own companies, Howard spent 18 years with Ernst & Young Consulting which then became part of Capgemini, one of the world's leading global consulting firms, where he helped launch their digital practice. Howard speaks regularly at major industry conferences and is proud to have been on the faculty of the NYU Tisch School of the Arts, his alma mater. He is a frequent contributor to CIO Magazine. Listen to other podcasts at: https://proxima360.com/podcast or https://retailcorner.proxima360.com   Subscribe our Podcast: Apple iTunes: https://apple.co/3eoeUdT Spotify: https://spoti.fi/3dvjpDJ Google Podcast: https://bit.ly/3DFHXHw   Are you an innovative leader in your industry? Why not chat with us on the podcast, submit request at: https://proxima360.com/contact or email retailcorner@proxima360.com.

New Yorker, Howard Tiersky joins Tony on the virtual sofa today. Howard has worked with leaders at dozens of the world's largest brands to help them navigate digital transformation — to re-invent their customer journeys to earn the love of today's "Digital Customers." After 20+ years doing this type of work , he has released a best selling book - WINNING DIGITAL CUSTOMERS which provides a blueprint for how any company can methodically remake itself to win in a digital era. In it he reveals the methods he has developed to get alignment at large organisations around transformation and then to implement it successfully.  Here is a link to the Book on Amazon    Submit your questions If you would like to clarify anything with either Tony or Howard make a comment below or drop Tony an email. We will respond.   About Tony Lockwood After a 25 year career delivering change and transformation, Tony launched The Transformation Leaders Hub (#TLH)  in 2020.  #TLH's core focus is to help members to standout from the crowd, build their network with their peers and open up new career opportunities.    Tony can be contacted by email at tl@thompsonwrightpartners.com   About Howard After 15 years leading digital practices at 2 of the world's largest consulting firms, Howard decided to start his own firm, initially with 1 client and 0 employees. He has grown the company to over 75 amazing people working with large brands like Verizon, NBC, Avis, A&E, Mattel, AAA, & Airbus and won many awards but more importantly have driven massive and measurable value through helping transform their client's customer experiences. His Linkedin profile is here    About #TLH The Transformation Leaders Hub - a truly global peer to peer network for change and transformation professionals. Check it out here. w: www.thetransformationleadershub.com w: www.thompsonwrightpartners.com

Howard Tiersky is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. Howard is the founder of two companies that enable large brands to win in the digital world: FROM, The Digital Transformation Agency and Innovation Loft. Click here to purchase Winning Digital Customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this week's episode, Howard sits down with the former Chief Product, Technology, and News Strategist at The Wall Street Journal, Louise Story. Louise discusses how her career in media and how her unique set of roles at The Wall Street Journal helped bring all facets of their brand strategy to life. Tune in to hear the audience segment and KPIs Louise believes more media companies should be looking at for content planning. To learn more about Louise, visit: https://twitter.com/LouiseStory (Louise's Twitter) https://twitter.com/RaceAndMoney (Race and Money in America Twitter) https://lande.substack.com/ (Race and Money in America Newsletter) Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Gone are the days of using LinkedIn solely for job hunting! Tune into today's episode to hear LinkedIn's Top Voices in Sales and Digital Engagement Leader, Richard Bliss, give a masterclass on using LinkedIn to its full potential. Richard not only discusses why every professional needs to care about LinkedIn, but also discusses actionable steps you can use to get your digital house in order and increase your online presence. You won't want to miss out on hearing the "superpower" behind the art of commenting! Click here to interact with our LinkedIn post! https://www.amazon.com/DigitalFirst-Leadership-Master-Social-Presence/dp/1736846213/ref=tmm_pap_swatch_0?_encoding=UTF8&qid=&sr= (Click here to order Digital-First Leadership by Richard Bliss.) Want to learn more about Richard? Visit: https://www.linkedin.com/in/bliss/ https://twitter.com/richardbliss https://www.blisspointconsult.com/ Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

We're back! In this week's season premiere episode of Winning Digital Customers | The Podcast, we're joined by the President and Chief Research and Analytics Officer of CBS Corporation, Radha Subramanyam. Radha debunks a major misconception surrounding creatives and talks about the science and soul that goes into becoming the #1 Network in America. She also shares her experience combining AI and classic marketing, and using data to create captivating content that resonates with all the different niche segments that make up US audiences. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Welcome back to Season 3 of Winning Digital Customers | The Podcast! We're kicking off this season with some of today's biggest names in the digital transformation space. You'll hear me interview and get exclusive insights from the CTO of TIME, the Chief Research and Analytics Officer at CBS, the Chief Marketing Officer at Navy Federal Credit Union, and more! You may even spot a few of your favorite digital influencers showcased this season. And just like last season, I'll be sharing insights and stories from my 25+ years of experience helping today's largest brands navigate digital transformation As always, our episodes are released bright and early every Thursday morning. Subscribe to Winning Digital Customers | The Podcast on your favorite streaming platform to stay up to date on the latest episodes. Visit https://wdcpodcast.captivate.fm/episode/wdc.ht/preorder (WinningDigitalCustomers.com) to learn more about the Wall Street Journal Bestselling Book that inspired the podcast. Visit https://wdcpodcast.captivate.fm/episode/FROM.DIGITAL (FROM.DIGITAL) to learn more about Howard's award-winning agency services, including marketing, web and app design and development, customer research, strategy and innovation. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard Tiersky author of "Winning Digital Customers: The Antidote to Irrelevance" by The Best Business Minds

Customers today expect the brands they deal with to deliver outstanding and seamless digital experiences. If your brand is failing to thrive, you need to take what is core to your value proposition and adapt it, perhaps significantly, for a world filled with customers who have digital at the center of their lifestyle. Howard Tiersky joins Maureen to discuss his experiences in assisting large organizations in winning digital customers.

In this episode, we have Howard Tiersky joining us to discuss how companies can position themselves in the digital world by acknowledging your identity in the industry, recognizing the needs of customers, and becoming relevant in this digital age. Howard Tiersky has been named one of the Top 10 Digital Transformation Influencers to follow today by IDG (International Data Group). As an entrepreneur, he has launched two successful companies that help large brands transform to thrive in the digital age. His dozens of Fortune 1000 clients have included Verizon, NBC, Avis, Universal Studios, Facebook, Spotify, and Amazon. Main Takeaways: ● Movement towards Thriving in the Digital Age ● Staying Relevant and Recognizing Digital Transformation ● The Ideal Positioning in Finding Digital Customers Key Thoughts: “Do not try to invent the future, just try to improve on the future. I think that that is a much more predictable and effective strategy than thinking you can sit there and create the complete future by yourself.” - Howard Tiersky Be sure to check out full show notes at https://innovationmeetsleadership.com/resources or click "Episode Website" below. Connect with Howard Website: https://www.from.digital/ LinkedIn: https://www.linkedin.com/in/tiersky Twitter: https://twitter.com/tiersky These are proven solutions to advance your leadership and innovation process. Check out our website innovationmeetsleadership.com or connect with us on Instagram or Facebook @innovationmeetsleadership Don't forget to subscribe and leave a 5-star review. Let's go transform something! --- Send in a voice message: https://anchor.fm/natalie-born/message Support this podcast: https://anchor.fm/natalie-born/support

This week we interview Howard Tiersky, the CEO of From - The Digital Transformation Agency. Howard helps executives win in today's digital world. He is Wall Street Journal's best-selling author of "Winning Digital Customers, The Antidote to Irrelevance". Howard has been named one of the Top 10 Digital Transformation Influencers to follow today by IDG. As an entrepreneur, he has launched two successful companies that help large brands transform to thrive in the digital age. We have a great conversation around the digital experience, how customers navigate it and what a business owner should do to stay relevant in today's world. https://wdc.ht/order"

In this week's season finale of Winning Digital Customers | The Podcast, Howard goes on record to say that books are going away. He predicts that 10 years from now, printed books will only be used for historical or nostalgic purposes. Have you thought about the things you're used to that may disappear in the future? Tune in to hear the model of pain and pleasure used to determine what's here to stay, and what will become obsolete.

We've seen rapid digital transformation over just a few short years, from digital being an afterthought to becoming the primary way customers engage with brands. With the shift to digital comes the opportunity to craft better storytelling and customer experiences. So what do we do to win customers in a digital age? Howard Tiersky provides perspectives on the digital media landscape and the critical role that unique content plays in driving audience engagement today. He's started internet, intranet, and other digital media pages for his previous companies, including Ernst & Young and Capgemini. He's also the author of Winning Digital Customers: The Antidote to Irrelevance. We're going to discuss the benefits of democratized storytelling, how to speak to your customers and make them fall in love with your brand, and what's holding you back from changing at the rate of your customer.   Resources: from.digital/howard-tiersky Read: Winning Digital Customers: The Antidote to Irrelevance LinkedIn: linkedin.com/in/tiersky   Learn more and get the full show notes at: 3PillarGlobal.com

In this episode of the Velvet Machete Leadership Podcast, host Amber Hurdle interviews Howard Tiersky, Wall Street Journal bestselling author of Winning Digital Customers and founder of FROM, The Digital Transformation Agency and Innovation Loft. Howard teaches leaders that achieving customer love is the single most important criteria for business success, and that we can measure a brand's level of customer love with a single question. Together they discuss:  *The important components brands with high love consistently have *How to differentiate between “customer love” and loyalty (hint: they're not the same!) *The exact 3-part formula for achieving customer love  *A proven, 5-part transformation process brands can use to improve their fulfillment of the love formula  This episode will teach you the transformative process your brand can implement to achieve customer love. Don't miss Howard's expertise on the exact steps brands should be taking in order to make their customers fall in love over and over again! He shares tips on understanding your customer, mapping the customer journey, building the future, optimizing the short-term, and leading the change. You'll want to revisit this wisdom, so don't miss it.  Links and Mentioned Resources  Visit Howard's website to download a free chapter from his book, Winning Digital Customers. You can also connect with him on LinkedIn and Twitter. Follow @thevelvetmachete on Instagram for inspiration and free business advice.  About Howard  Howard Tiersky is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. Howard is the founder of two companies that enable large brands to win in the digital world: FROM, The Digital Transformation Agency and Innovation Loft. Among his dozens of Fortune 1000 clients are Verizon, NBC, Universal Studios, JPMC, Morgan Stanley, the NBA, and Visa. Get Social: Free Book Chapter | LinkedIn | Twitter Want More of the Good Stuff? *Subscribe to the podcast: Be sure to subscribe in iTunes, Stitcher Radio, Google Podcasts, iHeartRadio, Spotify, Amazon Music, or your favorite podcasting app. Prefer to watch? Subscribe on YouTube. Or simply ask Amazon Alexa, "Play Velvet Machete Leadership Podcast with Amber Hurdle." Easy. *Read the book: The Bombshell Business Woman: How to Become a Bold, Brave, Female Entrepreneur on Amazon, Books-a-Million, Barnes & Noble & other retailers. Downloadable Worksheet Graphic (569 x 214)-Link to Convertkit Opt-In Page Learn more about your ad choices. Visit megaphone.fm/adchoices

Today's Guest Expert: Howard Tiersky Howard is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. He was named by IDG as “One of The Top 10 Digital Transformation Influencers to Follow Today,” and by Enterprise Management 360° as “One of the Top 10 Digital Transformation Influencers That Will Change […] The post Winning Digital Customers appeared first on Jake A Carlson.

This week, Peter Wang, the CTO of Buzzfeed, sits down with Howard to share the team structures and performance benchmarking regimens that contribute to Buzzfeed's success as a leading digital media company. Peter also discusses keeping shareholders happy while staying true to a North Star vision and gives his predictions on the future relationship between content and commerce. To learn more about Peter, check out his social media: https://twitter.com/peterpeterwang?lang=en (Twitter) https://www.linkedin.com/in/yuchunwang/ (LinkedIn) Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Listen to this week's episode to hear Roger Dooley, CX Friction Hunter, Author, and Forbes Contributor, break down how companies are successfully using neuromarketing, ways for marketers to implement neuromarketing techniques, and why executives need to experience every step of their product buying journey firsthand.  To learn more about Roger, visit: https://www.rogerdooley.com/ (Roger Dooley Website) https://www.neurosciencemarketing.com/blog/ (Neuromarketing Blog) https://www.neurosciencemarketing.com/blog/customer-experience-keynote-speakers (Customer Experience Keynotes) https://www.rogerdooley.com/category/podcast (Brainfluence Podcast) https://www.forbes.com/sites/rogerdooley/ (Roger Dooley at Forbes) https://www.youtube.com/neuromarketing (Roger Dooley on YouTube) Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard Tiersky is CEO and Founder of FROM – the Digital Transformation Agency and also author of Winning Digital Customers: The Antidote to Irrelevance. Howard joins Justin to discuss the evolution of technology and how progressive brands are transforming to leverage tech to their advantage.

One of the biggest challenges for companies undergoing digital transformation is resistance to change. In this week's episode, Howard talks about overcoming resistance to launch successful transformations. Listen to hear his simple four-step process for effective change management: define the change, study main points of resistance, address the resistance, and lastly, execute and adjust your plan as needed. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

In this episode, you'll get to hear from Howard Tiersky.  Howard began his career in theater and performing arts before starting his consulting career at Ernst & Young.  There, he would build E&Y's first website and get exposed to a whole new world.  After 15 years of being in the consulting space, Howard started his own business; From Digital, a digital transformation agency that helps companies develop new digital products for all kinds of industries.  Howard is the author of the Wall Street Journal's best-selling book, Winning Digital Customers.  In our conversation, we talk briefly about Howard's career journey before transitioning into an especially important topic; business in the digital age.  Stick around until the end and you'll get to hear Howard's thoughts on how to really understand your customer, building digital experiences around your customers, and what causes most digital products to fail in our world today. 

Brian Harniman, travel trends expert and former EVP at Kayak.com, joins us today to discuss digital transformation as the answer to the current labor shortages in the travel industry, how Airbnb is redefining flexible planning and predicts future travel trends we should all keep an eye on. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

This week business advisor, commentator, author, and LinkedIn's Top Voice in Technology, Shelly Palmer, joins Howard to talk about why politicians are going after big tech companies, debunk what people often get wrong about blockchain, and discuss the latest technology everyone should have on their radar: Web 3.0. Shelly's headshot and bio can be found here: https://www.shellypalmer.com/shelly-palmer-bio/ His new book (now eBook and paperback!): https://www.amazon.com/dp/B095C3GW6X His blog: https://www.shellypalmer.com/blog/ His Twitter: https://twitter.com/shellypalmer Our Crypto Resources page, which is becoming more of a hub/landing page for all the main things re: crypto, blockchain, Web 3.0, etc. that Shelly is working on: https://www.shellypalmer.com/blockchain/ Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

This week Howard discusses his favorite way to sell digital transformation to anyone who needs convincing: through the art of storytelling. Listen to hear the components needed to paint a compelling vision of the future and tips on framing calls-to-action to evoke the right reaction from audiences. Howard also shares insight into the history behind storytelling and why it's so effective. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Join Howard as he talks with former Audible Executive, Global Marketing Strategist at Sesame Workshop and co-founder of QelviQ, Helena Verellen, about her journey through major media organizations like the WWE, Audible and Sesame Workshop. You'll hear about her part in ground-breaking work in streaming content at WWE (in partnership with MLB), Audible's focus on customer-led user experience, how Sesame responded to COVID with content, and her most recent project with her brother, your personal sommelier, QelviQ. To learn more about Helena visit https://www.qelviq.com/en/ (QelviQ) or email her at helena@qelviq.com Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

This week, Ryan Barker, predictive brand tech expert and founder of BERA, joins me to discuss why customer love is a key performance indicator, the difference between companies with strong purpose and brand presence and those without, and why price-point messaging and discounting isn't as beneficial as marketers believe. Listen now to hear Ryan's experience using precision marketing to tailor effective messages to the most relevant audiences. To know more about Ryan Barker, please visit Bera and check his https://www.linkedin.com/in/ryan-barker-0b8b114/ (LinkedIn) profile. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Tune in to this week's episode to hear Howard explain ways to grease the wheels of your digital transformation journey. He covers the 4 types of alignment your teams will need to speed along projects: alignment around urgency, vision, plan, and willingness to take risks. Howard also discusses the risk of digital transformation sabotage. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard Tiersky - From , The Digital Transformation Company Every business that is interested in growing needs to know how to market.  This includes the small businesses as well as the Fortune 500 companies.  Nothing gets done until a sale is made, and if buyers don't know you exist, it is tough to get them to buy from you. Howard Tiersky, author of the Wall Street Journal Bestseller, Winning Digital Customers, outlines the steps necessary to build your brand online. Online is where almost everyone seems to be spending a lot of their time now, so marketing online is a great move. Listen as Howard details his entrepreneurial journey as he worked for and now with some large companies as he started and built his digital marketing business, From. Enjoy! Visit Howard at: https://www.from.digital/  

Nick Sarraf, the Vice President of Digital Transformation and Customer Satisfaction at AutoZone, sits down to discuss how 1.5 years of COVID has changed the 10-year trajectory of digital transformations, how to manage a "we're not a tech company" mindset from digital transformation naysayers and his approach to hiring the right talent. Nick also gives insights into why some retailers have thrived while so many others have struggled to keep up with eCommerce demand. To know more about Nick Sarraf, follow https://www.autozone.com/ (AutoZone) and follow him on https://www.linkedin.com/in/nick-sarraf/ (LinkedIn). Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

In this Podcast our host André Marquet talks with Howard Tiersky, WSJ Bestselling Author, Top 10 Digital Transformation Influencer, and CEO of From, the Digital Transformation Agency. Howard is on a mission to help brands navigate digital transformation—to re-invent their customer journeys to earn the love of today's "Digital Customers." [2:37] Howard's new book “Winning Digital Customers: The Antidote to Irrelevance” [6:00] How Howard tried to fit all the secrets to digital transformation on the book [7:21] Superpowers of a Digital Transformation leader [8:21] How Howard started his career as a theater director and web designer [11:38] What is the top-secret superpower that came out from those days as a Director and as a Web designer [13:20] 3 levels to achieve customer love [19:37] Major customer pains, and how digital as overcome that [22:23] Experience and Process Redesigning the Avis app [27:33] Working with some of the largest brands in their digital transformation [37:04] What do you think is the biggest digital transformation trend we're seeing today and we'll see in 10 years? [41:45] The Main Skill of a Digital Transformation Team The Productized Podcast is produced by Productized - a series of interviews with product innovators, successful makers, and entrepreneurs. We hope those who listen to the ideas on this show are inspired to productize. For show notes and additional resources related to today's Podcast visit https://buff.ly/2SlnyEK

Michael Krigsman, the founder and host of CXOTalk and digital transformation influencer, joins us to talk about the stand-out characteristics shared amongst today's top executives, challenges companies are facing with personalization, and his thoughts on the latest social platform people are buzzing about, Clubhouse. To know more about Michael Krigsman, follow him on https://www.cxotalk.com/ (CXOTalk) and http://www.twitter.com/mkrigsman (Twitter). Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

In the ever-increasingly competitive race to win digital customers, what does a brand has to do to keep on thriving? To help us answer this question, I am joined today by Howard Tiersky, the author of the Wall Street Journal best-selling book Winning Digital Customers: The Antidote To Irrelevance.Howard is also the Founder and President of FROM, The Digital Transformation Agency. He has been in the digital marketing space since the early internet days and has a deep passion for digital innovation.To thrive in the digital age, you have to keep providing a seamless online experience to your customers. The reality of today's digital world is that you have to keep changing and pivoting to meet your customers' expectations.Listen in as Howard talks about how to remain relevant to your customers, the secret formula to earn customer loyalty, the art of great customer experiences, and much more.Key Takeaways- The art of great customer experiences (02:03)- Bootstrapping a digital marketing agency (04:37)- Why Howard decided to write a digital transformation book (07:36)- The secret formula to earn customer love and loyalty (11:17)- What brands really need to be paying attention to (18:22)- Why many great products fail (21:04)- What Howard plans to accomplish in his bucket list in the next 12 months (25:44)Additional ResourcesGet a free chapter of the book here: https://winningdigitalcustomers.com/Learn more about what Howard and his team are doing at: https://www.from.digital/----You can find the transcripts and more at http://bizninjaradio.comBe sure to follow me on Instagram @bizninja

In the ever-increasingly competitive race to win digital customers, what does a brand has to do to keep on thriving? To help us answer this question, I am joined today by Howard Tiersky, the author of the Wall Street Journal best-selling book Winning Digital Customers: The Antidote To Irrelevance.Howard is also the Founder and President of FROM, The Digital Transformation Agency. He has been in the digital marketing space since the early internet days and has a deep passion for digital innovation.To thrive in the digital age, you have to keep providing a seamless online experience to your customers. The reality of today's digital world is that you have to keep changing and pivoting to meet your customers' expectations.Listen in as Howard talks about how to remain relevant to your customers, the secret formula to earn customer loyalty, the art of great customer experiences, and much more.Key Takeaways- The art of great customer experiences (02:03)- Bootstrapping a digital marketing agency (04:37)- Why Howard decided to write a digital transformation book (07:36)- The secret formula to earn customer love and loyalty (11:17)- What brands really need to be paying attention to (18:22)- Why many great products fail (21:04)- What Howard plans to accomplish in his bucket list in the next 12 months (25:44)Additional ResourcesGet a free chapter of the book here: https://winningdigitalcustomers.com/Learn more about what Howard and his team are doing at: https://www.from.digital/----You can find the transcripts and more at http://bizninjaradio.comBe sure to follow me on Instagram @bizninja

This week, Howard dissects the rhetoric Martin Luther King Jr. used in his inspirational "I Have a Dream" speech and pinpoints how to use those techniques to get your team to rally behind your digital transformation proposal. Listen to this week's episode to hear about the template digital leaders can use when speaking about inspiring change and driving transformation. To listen and read the full speech, click the link on "https://www.npr.org/2010/01/18/122701268/i-have-a-dream-speech-in-its-entirety (I Have a Dream)". Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

In this episode of The Customer Experience Advantage Podcast, David Avrin sits down for an eye-opening conversation with Howard Tiersky. We hear a great deal about customer experience shifting to digital. But what does digital transformation really look like? In this lives podcast, I speak with Howard Tiersky, CEO of FROM - The Digital Transformation Agency and author of Winning Digital Customers. Howard and his team have helped to lead and influence CX initiatives for the likes of Avis-Budget, NBC, JPMorgan Chase, A&E, Mattel, Airbus, Facebook, Verizon, Spotify and Amazon. Howard Tiersky is a successful entrepreneur who has been named as one of the “10 Digital Transformation Influencers to Follow Today “and by Enterprise Management 360°as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.”    Tune in. This is a good one!  You can find David Avrin on, www.davidavrin.com www.linkedin.com/in/davidavrin www.twitter.com/DavidAvrin www.facebook.com/therealdavidavrin www.instagram.com/therealdavidavrin You can find Howard Tiersky on, https://www.from.digital/howard-tiersky https://www.linkedin.com/in/tiersky/ https://twitter.com/tiersky https://www.youtube.com/c/FromDigital Learn more about your ad choices. Visit megaphone.fm/adchoices

Winning Digital Customers: The Antidote to Irrelevance by Howard Tiersky Customers today expect the brands they deal with to deliver an increasingly outstanding and seamless digital experience. Those that do are thriving. Those that don't are becoming increasingly irrelevant. Executives charged with leading any aspect of digital face many challenges, which often include: Organizational resistance Outdated technology Inadequate funding The wrong talent Lack of alignment on what the vision for the future should be All these challenges have solutions. Winning Digital Customers lays out a proven formula for transforming any company to thrive in this digital age. In this new book, Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will: Maximize their competitiveness in the market, Identify the quick wins that will help them out of the gate, and Ultimately drive the transformation needed to bring their company into alignment with today's digital world. As part of that methodology, he shares a proven approach to integrating Design Thinking and Journey Mapping to more predictably drive business results. Click here for this episode's website page with the links mentioned during the interview... https://www.salesartillery.com/marketing-book-podcast/winning-digital-customers-howard-tiersky

Michelle Farabaugh, one of 2019's Top Women in Retail and former CMO of Harry & David, sits down to talk to us about how she dealt with digital transformation naysayers, the differences between marketing through direct mail versus digital advertising, and the opportunities that can arise from researching customer friction points. Know more about Michelle Farabaugh via her https://www.linkedin.com/in/michelle-farabaugh (LinkedIn). Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

In this episode of the Customer Strategy Podcast, I'm talking with Howard Tiersky, author of the Wall Street Journal Bestseller: Winning Digital Customers, The Antidote To Irrelevance.Howard is one of the top 10 Digital Transformation Influencers in the world and has worked with brands like Verizon, NBC, Nutrisystem, Viacom, Avis, Universal Studios, JPMC, Facebook, Spotify, and Amazon just to name a few.Howard and I had a great discussion about his 5-Step Methodology that any company can follow to better understand their customers and deliver an incredible experience.In Howard's words, "Winning with customers is about doing a better job of solving their pain and giving them more delight than your competitors."If you want to find out how to do this, click play to listen to our conversation.You can grab a copy of Howard's book along with the first chapter for free at WinningDigitalCustomers.com.

Tim Hughes, the #1 global social selling pioneer influencer and bestselling author, joins us to discuss why conventional sales tactics aren't working, how social media has transformed the way we attract potential buyers and the unlikely story of how a post about Led Zeppelin resulted in massive social selling success. Tune in to hear Tim's 3 key components to turning a traditional salesperson into a microinfluencer. Know more about Tim Hughes via his company website https://dlaignite.com/ (DLAignite). Check out his links below as well: https://www.linkedin.com/in/timothyhughessocialselling/ (Linkedin): https://twitter.com/Timothy_Hughes (Twitter): http://www.youtube.com/c/TimothyHughes1 (YouTube): https://www.facebook.com/TimHughesSocialSelling/ (Facebook): https://www.instagram.com/tim_hughes1/ (Instagram): Clubhouse: @timothy_hughes Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

In Season 2, Howard sits down to talk to you 1:1 about some of the things that can be most impactful for your digital transformation journey. In this episode, he covers how 4 questions can help build a company with specific values, and 7 Ps for using those values to resonate with customers: Positioning, Product, Passion, People, Policies, Problems, Philanthropies. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

LifeBlood BRAND: We talked about identifying pain and removing friction, the need of every org to continue to adapt, the risk of not doing so, and the challenges of making it happen with Howard Tiersky, Founder of From Agency and best-selling author of Winning Digital Customers.  Listen to learn all that goes into a successful digital transformation!   You can learn more about Howard at From.Digital, Facebook, Twitter, YouTube and LinkedIn. Learn more about Money Alignment Academy and bringing Financial Wellness to your organization.   We’re honored to have been named one of the top podcasts from investing! George is honored to be included on Investopedia's list of the Top 100 Financial Advisors for 2020! Have George speak to your organization. You can learn more about the show at GeorgeGrombacher.com, Twitter, LinkedIn, Instagram and Facebook or contact George at Contact@GeorgeGrombacher.com.  Check out Money Alignment Academy as well!

Michael Ibrahim, the SVP of Digital Product at Fox Corporation, joins us today to talk about his experience building and leading global digital teams. Michael shares the three key product leaders needed for the ideal team, his out-of-the-box methods for empowering teams to resolve conflict, and his take on the modern reality of job-hopping. Know more about Michael Ibrahim via his https://www.linkedin.com/in/miibrahim/ (LinkedIn) Profile. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard Tiersky is a successful entrepreneur who has been named by IDG as one of the 10 Digital Transformation Influencers to Follow Today and by Enterprise Management 360° as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.” He is the author of the WSJ best-selling book Winning Digital Customers: The Antidote to Irrelevance and is the founder of two companies that enable large brands to win in the digital world, FROM: The Digital Transformation Agency, and Innovation Loft. Listen in as Howard shares his take on how to thrive in the digital age and remain relevant to your customers by providing a seamless online experience, what one of the best predictors of successful financial performance of a company is, and what the number one indicator of a successful business is. If you’re yearning to maximize your presence and drive transformation in today’s digital world, this is an episode you can’t afford to miss. You can find show notes and more information by clicking here: https://bit.ly/3o127V0

We kick off Season 2 with Hall of Fame Speaker, New York Times and Wall Street Journal Bestselling Author, and Customer Experience expert Shep Hyken. The self-proclaimed Chief Amazement Officer of Shepard Productions joins Howard to talk about his next book, I'll Be Back, whether or not customer loyalty really matters, and how to truly differentiate yourself from your competitors. Preorder his book via this https://hyken.com/online-store/ill-be-back/ (link) Know more about Shep Hyken via his https://hyken.com/blog/ (Blog), https://twitter.com/Hyken (Twitter), https://www.linkedin.com/in/shephyken/ (LinkedIn) and https://www.instagram.com/shephyken/ (Instagram)   Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Winning Digital Customers | The Podcast is back for Season 2! This season, Howard is joined by an all-star lineup of guests, including a key digital transformation executive from Samsung, the Chief Digital Officer at GE Appliances, the Senior Vice President of Product Development at Fox, and so many more leaders of digital transformation, enterprise, innovation, and user and customer experience, at some of the largest brands in the country. He'll also be speaking to some top influencers, New York Times best selling authors and other key thought leaders in the space of digital transformations and succeeding in today's digital world. New this season: Join Howard for some #TierskyTalks, where he'll be talking to you directly, one on one, providing some key insights from my own perspective and experience from 20+ years of working in the digital transformation space. Visit WinningDigitalCustomers.com to learn more about the Wall Street Journal Bestselling Book that inspired the podcast. Visit FROM.DIGITAL to learn more about Howard's award-winning agency services, including marketing, web and app design and development, customer research, strategy and innovation. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Joining us for this episode of The Small Business Show is Howard Tiersky, CEO of FROM, a company that describes itself as a Digital Transformation Agency. Howard is going to help us learn about successful digital product launches and how to get our companies ready for the digital future. Howard is also the Best Selling Author of Winning Digital Customers - a terrific manual for driving digital success at your own company. 00:00:00 Small Business Show #324 for Wednesday, April 21, 2021 Howard Tiersky, CEO of FROM – The Digital Transformation Agency Wikipedia: Digital transformation Transformed Banks: JP Morgan Chase, TransAmerica The value of Digital Transformation when attracting talent Redefining the nature of employment Winning Digital Customers Innovation Friction (aka “The Killer App”) VisiCalc

The Beatles told us that All You Need Is Love. Howard Tiersky says the same thing — but he’s talking about brands, not the whole of human existence. Howard is the CEO of FROM, The Digital Transformation Agency, which has helped brands such as Mattel, Barnes & Noble Education, Mall of America, NBC, Avis-Budget, and more transform to compete and win in a new digital world — and they succeed by getting customers to love the brands and everything they offer. Whether you’re a shiny new ecommerce start-up or a legacy brand with decades of history behind you, getting a consumer to actually love you is a multi-step process that is getting harder and harder as the digital landscape evolves. On this episode of Up Next in Commerce, we dig into what the pyramid of brand love looks like and how companies should be working to climb their way to the top. Plus, he reveals the biggest mistake he sees companies making that causes potential customers to shop elsewhere, and he gives some strategies to rectify that situation and improve your bottom line. Enjoy!Main Takeaways:The Switching Cost is Zero: On the internet, it’s easy for a customer to move from one brand to another and it costs them nothing to do so. That means a brand’s first duty is to explain very quickly and clearly that it can and will solve a consumer’s problem. This is the area where most brands fail because they don’t have clear, simple messaging or content that tells their story and delivers their value prop instantly.Keep It Simple: Doing customer research is the best and easiest way to find the kinks in your website and processes. Setting up a simple focus group to watch how customers are using your site to see where their pain points are or where they are getting stuck can reveal the most basic and easy-to-solve problems that could increase your bottom line.Pyramid of Love: Creating a brand that people truly love is a challenge that has to be tackled in stages. There are specific levels of customer affection that you need to build up and that eventually culminates in love. But reaching those levels takes work and requires a brand to take specific actions. What are the levels and how do you reach them? Tune in to find out.For an in-depth look at this episode, check out the full transcript below. Quotes have been edited for clarity and length.---Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Respond quickly to changing customer needs with flexible Ecommerce connected to marketing, sales, and service. Deliver intelligent commerce experiences your customers can trust, across every channel. Together, we’re ready for what’s next in commerce. Learn more at salesforce.com/commerce---Transcript:Stephanie:Hey everyone. And welcome back to Up Next In Commerce. I'm your host, Stephanie Postles, CEO at mission.org. Today on the show, I'm chatting with Howard Tiersky, the CEO of FROM, The Digital Transformation Agency and the author of The Wall Street Journal bestselling book, Winning Digital Customers, The Antidote to Irrelevance. Did I do that justice Howard?Howard:Perfect. Stephanie, thank you so much. And thanks for having me.Stephanie:Thanks for coming on the show. So I wanted to start with something that we were chatting with a little bit before this, that your whole company is about reverse engineering love, which I actually really liked that saying. And I think I'm going to start using it in my personal life now, but I want to kind of start there to describe what is FROM and why do you say that?Howard:Sure. Well, what FROM is, is a kind of a combination between a consulting firm and a digital agency. We work with large brands like Avis, AAA, NBC Universal, Airbus, and our mission is to help them create a better customer experience that ultimately generates more customer love. Because in our experience, the companies that have customers that feel passionately about them, that feel appreciated by them, and appreciate those brands, those are the brands that do the best in the marketplace by all the most common measures of business success, revenue growth, profitability, and share price.Stephanie:Awesome. And a lot of the brands that you're working with they've been around for a long time. I mean, I was looking at, let's see, some of them. You said Airbus, Barnes and Noble, Facebook, Verizon, Spotify, Amazon. And I think I even saw it was like American Girl, which I used to have back in the day. And it seems like you catered towards the brands that have been here for a while and are now kind of seeking help on like how to get to that next level, how to find new customers.Howard:Well, that's exactly right. I mean, we have worked with some, what you might call sort of pure digital brands like Amazon and Spotify and different things. But the majority of what we do is really working with great classic brands that are faced with a real challenge because they need to transform to be relevant in a new age. And particularly when a company is large and has been around for a long time, that's not an easy thing to do. And so this is really our area of expertise, is how do you... Everything from the vision and the design concept of a future customer journey to dealing with the politics and resistance to change that you find in most large organizations.Stephanie:Yep. So when you're initially approaching some of these brands, I mean, how do you even go about finding out what the issues are? Because especially with the company size, it seems hard to go in and be, there's probably a thousand things going wrong, or everything feels like a fire in a larger company. How you start pinpointing, here's some of the things that are maybe not up to par right now, and that we need to start evolving and here's the game plan going forward?Howard:Sure. Well, the good news is most companies ultimately want the same things. They want more customers, they want more revenue, they want increased profitability, they want increased share price. So at the very top level, it's usually not too hard to figure out what the company's after. And one of my fundamental philosophies of everything I've done in business for 25 years is this idea that most business value is derived by influencing human behavior. If you can get people, people like customers, employees, shareholders, if you can get them to do what you want them to do, you're going to have a great business. And if you aren't able to get, for example, your customers to do what you want them to do, then you're probably going to be in big trouble, no matter what ERP system you've implemented or what other kinds of things you may be doing.Howard:So the first question is, all right, you want more customers, you want more revenue and profitability? Great. What behaviors do you need by customers, employees, et cetera, in order to get that business outcome? And in my book, I talk about many of the most common behaviors, but you can imagine what they are getting customers to buy more, to buy more frequently, to upsell to more expensive products, to refer you to their friends. And also there's some behaviors that are sort of value destroying behaviors. For example, customers calling you on the phone every day and spending hours with your support desk getting help, right? And so getting clear on, okay, well, if we can drive these behaviors, then that equates to business success.Howard:And then from there, the question is, all right, well, what drives behavior? I mean, how do you get people to do what you want them to do? And the answer is their thoughts and feelings. People behave in a certain way because of their thoughts and feelings. And then lastly, the question is, all right, well, how do we control people's thoughts and feelings? Where do those come from? And the answer is from their experiences, your thoughts and feelings come from experiences. So our job is to help conceive what would be the next generation set of experiences, a customer journey, that will drive the thoughts and feelings that will drive the behavior that equate to business results. So a very often it's research, doing a lot of ethnography, task analysis, different types of interviews, surveys, looking at existing data, for example, funnels on sites, things like that to understand well, to what degree are these things happening today? Because of course, no doubt, there is some degree of success in almost any business. We don't do often a great deal of success. And what's holding back the increase in that? For every customer that buys, there's a bunch that don't buy. Why not? For every customer that buys at level A and never comes back, why don't they come back, et cetera?Howard:So once we understand those things, well, then it's just a question of figuring out well, okay, how do you start to remove those barriers? Are we confusing them? Are we frustrating them? Are we annoying them? Are we just not offering a compelling enough value proposition, et cetera, et cetera?Stephanie:Yep. Are there any themes when it comes to the barriers within all these brands, were you have seen this come up time and time again, because maybe they have not thought digitally first because there are similar theme around customer barriers to buying?Howard:There are a number of very common themes. That's really a great question, actually. I would say one common theme is being failing to make it really clear, really fast, exactly what you can do for somebody. Anytime a customer is coming to you, they probably don't care much about you, that's just the way it is. Maybe they do if you've already inspired customer love. People really care about Apple. They really care about The 49ers, they really care about, I don't know, Aeropostale, or some fashion brand. Maybe they care about Rolex. But those are a very small percentage of brands that have inspired customer love. But before you get to that point, most of the customers that come to you, they really only care about themselves. What is it that they're trying? They're there to solve some kind of problem, right? Their kid is having a birthday party and they need to find an entertainer. Or their car is broken down and they need to get it fixed or whatever.Howard:And so how quickly do you make it really clear what you offer them? And it's fascinating to me how often brands don't do that clearly. They have different messages, they make it too hard for someone to really answer the question, can you help me solve my problem right now? And because the internet in this environment where it's so easy to just go back to Google, go to another website, it's like when you walk into a store, if you don't get clarity within the first 10 seconds that they're going to have what you need, the switching costs of getting in your car and driving to another store is at least a little bit high. But when you're on the internet, the switching cost is zero or so close to zero might as well be. So that means you've got to make sure someone understands right away they have a high probability of you being a solution to what it is that they need.Howard:So I think that's one thing. And if I were to just mention one more, it's just making it easy for people to transact. Sometimes I like to think of ecommerce as being basically about two things, persuasion and transaction. First, you got to get them to decide yes, on whatever it is you want them to do, and then you've got to get from there to the point that you have their money in your Stripe account or whatever, and that screwed up along the way. And how many times, Stephanie, how many times have you gone on a website and gone, I want to buy this thing and then started the process of checking out, but for one reason or another, you never wind up buying it?Stephanie:Or you go back to your cart, a day late and you're like, why is my stuff's not in there anymore? Why don't you just save that for a little bit. I'm ready to buy but now I give up. I give up easily though, that kind of stuff.Howard:And there's so many things that can confuse somebody about the checkout process, about the sales tax calculation, about the terms and conditions, about, I mean, it's about the promo code, why didn't the promo code work? So just really getting compulsive about asking what is everything that holds people back? How can I make sure that in addition to doing my very best to persuade people that they should say yes to whatever I'm offering, that I lose none of them between their intention and the completion of the transaction. So we do a lot of analysis and research to try to understand how many people are you really losing in that process. And of course, most people do that, right? They study abandoned shopping carts, things like that. So most people have a fairly high percentage of people, but of course not every abandoned shopping cart was somebody who had an intention to buy, some aren't right? There's various reasons people might be putting things in their shopping carts.Howard:But what percentage of those people are you losing? And then again, it goes back to a simple, what's holding them back? What is happening to stop them from completing what was their intention? And, I mean, I'll give you one tiny example. My company is from digital. Our domain is from.digital. My email address is ends in an at from.digital. It's a little bit of an uncommon first level domain, right? Many more dresses and in .com. And I would say a good 25% of ecommerce sites, when I check out, if I have to enter my email address, tell me that my email is invalid. It's not. Now, and I have a solution to that. I don't always abandoned because I have some other Gmail address, I'll give him something else. But these little problems along the way can very often add up.Howard:And the analogy I like to use sometimes is it's like if I had taped an extension cord across a hallway, let's say I was setting up a Christmas tree and I just had to run an extension cord across the hallway and I duct taped it down, so hopefully no one would trip on it, 50 people might just walk by and step over that duct tape, just fine. And 60 people and 70 people, but eventually, maybe it's the hundredth person, they trip on that tape down duct tape cord, and then another 50, 100 people and another person trips. It's a very small percentage of people. The vast majority of people deal with it just fine. But if you're running a billion dollar ecommerce site, and 1% of your customers are getting caught up by something like that and not purchasing, how do you feel about giving up 1% of your revenue? And for some of our clients, the answer is that 1% is a lot of money. And then if you have six, eight, 12, 15 things along these lines that don't affect everybody, but affect a few people and you start to remove those obstacles, all of a sudden you unlock a whole bunch more sales.Howard:And that's the optimization side of, if you will, digital transformation. And then of course, there's more of a envisioning, a dramatically different journey. But I think so often, and I guess this is my long answer to your question about what are the common themes, one of the common themes I see is the lack of what I call hygiene in ecommerce experiences. And by hygiene, I mean, most digital experiences are being constantly adjusted, tweaked changed. And of course, browsers are changing and iOS, operating systems are changing. And unless you're continuously looking through that saying, have I unintentionally planted a confusion bomb somewhere? Have I added a new feature, but it has a label or has a button that distracts from my main button or whatever? I've just added a cool new feature, but it pushed down something on the page, and now my checkout button is below the fold or whatever it might be, unless you're continuously looking for those problems, they'll creep in like weeds and they'll pull down your conversion. And that hygiene process is something that I find as a common theme, many of the largest brands in the world fail to do often enough.Stephanie:Oh, that's good. So, I mean, how do you go about identifying, I guess more like behavioral issues or how people are actually thinking? I mean, it's one thing to solve the tech and the UI aspect of it and make it easy to check out, but what about trying to figure out going deeper with the customer to really understand why didn't you check out, why didn't you follow through if everything else is there tech wise?Howard:Well, one of the things that I go into in some depth in my book is how to do customer research. And actually because at a certain point we had to start taking stuff out of the book because it was so crazy long, we were afraid of someone would drop it on their toe, they would injure themselves and we have a lawsuit on our hands for publishing such a long book. So we started to put stuff on the supplemental website. So I actually published for people to buy the book and additional PDF and a bunch of videos and all kinds of stuff. And the reason I mentioned all that is because research in customers to really understand them is foundational to being able to do all the things I'm talking about. You can't guess, and you probably can't figure it out even by looking at the site. I mean, you can look at a site and sometimes see some things that are probably problematic, and I do that all the time.Howard:But to really know, you use various types of customer research, such as bringing customers into an office or a lab or on Zoom and giving them tasks and saying, okay, great, go on my ecommerce site, here's the story. Your aunt's birthday's coming up. She's 62 years old. You need to find her present or birthday's in two days, you need to make sure you can get it to her in time. And and then you observe how that person uses that website. And as they do, you can ask them questions or we like to ask people to actually speak out loud, kind of verbalize their stream of conscious thoughts. And of course you record it, and you're studying and understanding, okay, well, what's easy, what's problematic, what's confusing, what's frustrating? And you can learn so much.Howard:And you do that for a few dozen customers and you start to see patterns and you start to see themes. And depending on how many different customer segments, a given website targets, you might do even more than that. But even still, it doesn't take that long, a week, two weeks. And in that time alone, you can learn what many of those issues are. You're observing people and then you're having the option to ask questions. If all of a sudden someone's using a page and all of a sudden they get that look on their face, they're fused or whatever you say, "Oh, what are you thinking right now?" They can say, "I'm thinking I can't figure out what the next step is." "Well, what were you expecting to see?" "Well, I figured there'd be like a next button, but I don't see one." Okay, well, and of course there might be a next button right there in front of their nose, but maybe it doesn't say next, maybe it says continue, right? And for whatever reason, that's not what they're looking for.Howard:So, and if a bunch of people are saying that maybe you should relabel the button. And as simple and obvious as something like that is it's shocking how often we find problems that are that simple. Then of course not all problems are that simple to solve, but very often that kind of low-hanging fruit. Can you imagine rewording a button and getting an extra $600,000 a week in sales? I mean, we've seen things like that repeatedly, of course, assuming the site has very, very high volume. So it's really, customer research just is many companies do some forms of customer research, of course, but my experience it's way, way under utilized. And then it's also about how you do the research. And so we've tried to be very detailed in the book and in the supplemental materials, suggesting some of the key things to do to make sure you're getting, you're really getting the insight and you're getting the most accurate. If you take a customer and say, "Hey, take a look at this website and tell me how you think we should improve it," you're not going to get a good information. You have to approach it in the right way.Stephanie:So what things didn't make it into the book that you wish made it in? What's not in the supplemental material is not in the book and you're like, man, knowing what I know now in 2021, I wish we would've had this in there.Howard:One is, I've done since then analysis on this idea of customer love and shown a bunch of examples. We have actually a scale of customer love from love down, sort of like what's the range from? It starts with love then it goes down to resonant, then it goes down to relevant, then it goes down to relevant and ultimately non-existent. And so this idea that companies exist in terms of the mind of any one customer at any time along this continuum. In subsequent to that, we talked about some case studies that show let's look at Apple, let's look at Disney, but let's look at some companies at each level, let's look at companies that are resonant, like Verizon, for example, great brand. A lot of people like them. They love them? No, probably not quite. Exactly.Howard:And then you go down from one from there, maybe now you're at Citibank and then you go down another one and maybe you're at Radio Shack. I don't know. So looking at them and then looking at their financial performance and really being able to show how this correlates. And then the other thing that isn't in the book that probably should have been, is answering the questions, how do you know what level you're at? And we actually have different tools we use, but one of them is a very simple test. We ask one simple question. And based on the answer to that question, we're able to say whether it's a brand that you love, or that's only resonant, or that's relevant, or that's irrelevant or non-existence. And the question is very simple, if this brand disappeared tomorrow, how would you feel? How would you feel Stephanie if Apple disappeared tomorrow?Stephanie:Oh, that's a good question. I'd be super sad because I own Apple everything.Howard:So if you'd be super sad, if you'd be distraught, if you'd be ah, really emotional, then that's a brand you love, that's a brand you love. That's the sign of love. But if you say, well, I be kind of bummed. I'd be like darn.Stephanie:[inaudible].Howard:Exactly. Well then that's a brand that's resonant for you. It's you care about it. I mean, you don't care about it like that much, but like, you'd be like, oh, rats. That's a disappointment. And then the next level down, if you're, well, I need to know that. I've no emotional response, but thank you for telling me that that brand is gone because gosh, I usually get my gas from Chevron. And I guess if they're gone, I'm going to have to go to British Petroleum. So thank you mental note. At least it mattered to you, it affected you, but not in a way that you're emotional about it. That's what we call a relevant brand. It matters, but you don't have an emotional connection. And then below that, if it's like, you're like, who's gone. Who are they? I didn't even know they were still around. Well then now you're down in this sort of irrelevant type range.Howard:And we do surveys like that all the time to try to understand which other brands that really people do love because a key question is, well, what are those brands doing? How are they inspiring love? And one thing that is in the book then is we showed the pyramid of how do you inspire love? What are the three things you need to do to get your customers to have that feeling of love? And that's in the book.Stephanie:And so what are the things to do? Because I'm thinking about a brand like car insurance, whoever's cheapest, don't care Travelers, Geico, whatever it takes, I'll just go with whoever. I don't feel myself ever feeling loving towards those kinds of brands. It doesn't really matter what they do. So how would a brand like that go about inspiring love when you're compared to someone like Apple?Howard:Right, right. So I'll answer your question and it's really not just for car rental, sorry car insurance, but for all brands. And I'll tell you the formula, which is a pretty straight formula. But before that, I want to tell you this, I've worked with a number of auto insurance companies over the years, including Allstate, Farmers, Mercury, a little bit with State Farm, CNA, so a lot. And I've done a lot of research over the years with customers of car insurance. And I will tell you this, there are without doubt people who love their car insurance companies.Stephanie:Oh, this is not me.Howard:I realize it's not you. And I'll be honest. This is not me, it's not me either. But I have been in customer research sessions and I have interviewed people who they are with the same car insurance company that their parents used, and they will never switch no matter what.Stephanie:Why?Howard:They are applying for life.Stephanie:Why are they so committed?Howard:Right, exactly. Why? So let's talk about why, but let me talk about it in the context of the recipe. So how do you get someone, how do you get a customer, how do you inspire a customer to love a brand? Three, just sort of show up in the book, a diagram of the pyramid, three levels. The bottom of the pyramid is to consistently meet their needs. And that is not enough to inspire love, but it is required. Whatever your area of, whether you're delivering pizza or whether you're a place that they buy power tools, or you're hotel or whatever it is, what are their needs, you are consistently meeting those needs. That's your base.Howard:Then the next level up is to periodically delight the customer, to do something above and beyond what you have to do and what you're expected. And then the top level, and that will get you farther up that continuum, but probably not to love. In order to love a brand you have to feel that they stand for something, they have kind of a value system that you reflect, that you see in yourself, a value system that you resonate with. In fact, to that last point, that's why we see some brands now that have taken a strong political stand, and by the way, a value doesn't have to be political. But like when Nike did the thing with Colin Kaepernick and demonstrated their support for Black Lives Matter, that had a massively positive impact on their standing in the market and their share price, and then their sales, because they were taking a stand for something that a lot of people believed in.Howard:And even though that also meant that they were taking a stand that some people believe the opposite and said, I'll never buy another Nike shoe in my life. And that did happen. And there are some people who won't buy Nike shoes because of that, the net impact was enormously positive because the love that they inspired meant so much more business than the people that turned away from them. And you can say the same, see the same thing on the opposite end of the political spectrum. There's a Chick-fil-A not too far from my house. And Chick-fil-A of course has taken strong stands on extremely conservative right wing social values. And I got to tell you there's police at that Chick-fil-A every day to manage the drive through lane, because there are so many people who want to buy Chick-fil-A sandwiches.Howard:And I have been told, I think I might've had one like years and years ago, but I'm not going to Chick-fil-A for the same kind of reasons, but I don't think there's anything that's special about what Chick-fil-A sells. And I think part of the reason of their popularity is because people... Like what they stand for. And you could say the same thing on the right of someone like a Hobby Lobby or other. And by the way, I'll just close this answer with one thought, which is why, why, why do these three things together create such an emotional reaction? And the answer is because they push the three levers, the three emotional levers that really inspire love.Howard:And what are they? When you demonstrate, when you consistently meet someone's needs, you're demonstrating to them that you understand them because you can't meet the needs if you don't understand. So that when someone's always there for me, I'm like, "They get me, they understand what I need, or they understand, I want that coffee hot when I get it, or they understand that I need whatever it is." When you delight someone, when you go above and beyond periodically, but you demonstrate another emotional thing, you demonstrate they care about me. They didn't have to do this extra thing, right. I was going to give them my money anyway. And they went and they did this extra thing. And that demonstrates that they care about me. So many brands they're constantly saying to their customers, "Thank you for your business." And all that kind of stuff.Howard:And man, that just goes right past people, right? How often do you believe when you get a bill from your utility company at the bottom, it says, "We appreciate you as a customer."Stephanie:You are like, "[inaudible 00:25:09]. You're welcome."Howard:Yeah, that's printed on the form, right? Come on, how stupid are we? We might as well not bother. I mean, it doesn't hurt or anything, but come on, people are very cynical. But when you make a genuine gesture that they knew took money, took effort that demonstrates. When someone at Zappos shoes goes out of their way to help you with something, or I was at an Avis Rental Car yesterday, and I observed somebody helping someone on the phone because they had a problem with the car for like 15 or 20 minutes and they were clearly doing everything they could. Way above and beyond what you would expect. When you get that, that demonstrates to someone that not by telling, but by showing that you care about them.Howard:And then the third level, when you express values that they resonate with, that makes someone feel that they are like me. There's a humanity there, not just a business. And that they share something about my belief or my values about the world. And when you combine those things together, and by the way, many companies don't do this. Many people, if we said, what does Ben & Jerry stand for? What does Whole Foods stand for? What does Apple stand for? I think most people would say something that is sort of [inaudible]. But if someone said, what was the auto insurance company that you were talking about?Stephanie:Travelers. Yeah [inaudible].Howard:Travelers. What is Travelers stand for? What does GEICO stand... You could say, well, GEICO stands for saving your 15%. But that's not a value, right? I mean, it might be a value in the sense of a discount, but it's not a human value, right? There's nothing wrong with saving people 15%, but it's not the kind of value that Nike stands for, or the kind of value that Apple stands for. We believe in you, we believe in unlocking your personal creative freedom and capabilities. What is Citibank stand for? There's so many brands. What is United Airlines stand for? And that's a great example. And by the way, I like United Airlines. I fly them all the time. fly the friendly skies, does anyone believe that United Airlines is the friendly skies? It's just words.Stephanie:I believe it. But I mean, I think that just shows that I don't think brands are able to tell their stories very well in a way that connects. I mean, like a political stance, I think that's an easy thing to jump on because it's like newsjacking. Something's going on. I'm going to take a stance on it. I think that's easy. But to actually tell your story without an event going on, to try and get news around it, I mean, that is still think is hard for large brands. I was just reading Warren Buffett's shareholder letter. I don't know if you also read that for fun like me.Howard:No, I don't.Stephanie:Maybe now you're like, "Nah."Howard:I probably should.Stephanie:It's great. I mean, he was going through the companies that they acquired and why he's going to bet big on America and he'll never bet against it again. And he went through the backstory of these companies that he acquired. I think Ikea was one of them. And it was just very interesting to see how he could storytell better for these very, very large companies. And going through why he even was interested in investing in them in the first place. I'm like, "That is what needs to be told." That startup story, yes, a huge brand now, but how did they get there and how you instill that message around your company without just having to newsjack or jump on politics.Howard:Right. Well, and actually it's funny because you asked about things that weren't in the book and one of the other things that's not in the book, but I did a live cast on Subsequent is the answer to that very question. How do you figure out? Well, actually there's sort of two questions. One is how do you figure out what your brand really stands for? Because some brands were birthed standing for something. Toms Shoes or something like that. And so the people that were attracted to that brand, both as customers, but also as employees, they understood what the brand was about. So you wind up with a bunch of people at that brand who believe in that mission, because that's what it was when they came. But when you start with a company that doesn't have that, then the question becomes, okay, so how do you achieve it?Howard:How do you come up with what it is? How do you figure that out? That's a challenge. And then also, and I did a live cast on that, but then also, and to your question, then how do you express that? How do you get the world? Newsjacking is one way or taking a stand on a political issue. But so anyway, so I did another one on what I call the seven Ps, which are just seven different ways. And you don't have to do all seven, but you probably want to do more than one of how you take the value that you're about, whether it's wholesome food, like Whole Foods, or whether it's personal, creative tools that unleash your creative potential. What have you like Apple and how do you actually get that to be something real in the world that people believe in and really see that you are standing for those values.Howard:And one of those Ps is positioning, which means basically telling people, right, which is what a lot of brands do. This is what we stand for. But if you only do that... What I always say is positioning serves only one purpose, which is to create cynicism, to create doubt, which is good. It's good to do that. Because if you tell people what you stand for, they're going to not believe you. And then they're going to look for evidence. And if you have the other Ps or some of the other Ps, and the evidence is there, and then they start to look for the evidence, then they'll start to see that it's true. Brands that are really strong at standing for something don't even need positioning necessarily because people experience it and they know what it is. But if you position, you better make sure that you've got some of the other things, because you're going to create doubt from your positioning.Howard:People are going to, if they're interested, test your positioning, to see whether it's really true in their experience. And if it is, then you're great. Then you've used the positioning as a lens to get them to evaluate whether it's really true, or if it's BS. But of course, if it's not really true, you've accomplished the negative thing, which is you've lied to them and you've allowed them to spend their time and energy proving that you've lied to them. And now, of course, no doubt, unless your positioning is that you're a lying company. It's harmful rather than helpful.Stephanie:Yep. That makes sense. So this kind of takes it way back to earlier in the interview, but a lot of brands right now, I see focusing on here's my mission and the company's starting around the social impact or causes or things like that. And a question that I've talked with quite a few companies about is, how do you balance the mission behind the company, but then also the product value? I mean, you mentioned that, so one of the big themes was that customers would come to a company's website and not know if it could help them right away. And it feels that's a newer thing where every new DTC company right now has some kind of mission, and I do see some of them struggling with, do you put it on your front page, do you sell with your mission, do you sell with your product, how do you think about that? So what are your thoughts on having a good balance there while not making the customer journey get harder?Howard:I think it depends who you're selling to. I think it goes back to what I said about understanding your customer. I know especially with millennials and younger we definitely see something that we generally don't see with older customers, which is a willingness to actually make a choice and spend money for a social reason, because of some sort of charitable connection or something like that. Usually with older consumers, they like it, we'll do tests like this. We'll say, this brand gives 10% of the money to the American Red Cross and this brand doesn't how do you feel about the fact that this brand gives them money? And people say, "Oh, I'm all for it. I think it's wonderful that they do that." And we say, "Okay, great. This brand's product costs $12, and this other brand that doesn't give them money, their product costs $11. Which one are you going to buy?" And very often they're like, "I think the $11 one."Howard:It's like they like it, but they're not really willing to spend more for it. Whereas with younger consumers, we find increasingly they say, "Oh no, I spend another dollar for the company that gives the money to the cause that I believe in." So I think part of it's understanding who you're communicating to, but also I think part of it's understanding that building a relationship is about a number of different thing. And you don't start a relationship usually by focusing on your values. Usually the first thing, I mean, if I said, "Hey, there's this restaurant that gives 50% of all the money to Greenpeace. Do you want to have dinner there?"Stephanie:And that's it?Howard:Do you want to have dinner there? What's that?Stephanie:If it's good food.Howard:Well, right. And you might want to know what kind of food is it? Is it Chinese? It's not enough, right?Stephanie:Yes.Howard:You kind of want to start with, well, what's the value proposition for me? It's like what I said earlier, people care first and foremost about themselves. So I think there may be exceptions to this rule, but I think by and large, you have to do a good job first of being crystal clear about... It's like that pyramid I talked about, right? You can't jump to the top of the pyramid. You got to start by consistently meeting their needs and demonstrate that you understand them, and that at a very basic level, you can deliver what it is that they need. And then you can go to delighting and then you can focus on values. And so I think the answer is it's probably not your first message, and it's probably not the thing that's going to attract them to you, but what's going to happen is they're going to be attracted initially by what's in it for them.Howard:And then you can start to build a relationship and help them understand, most people didn't buy their first car in a Ben and Jerry's because they were protecting grassland in Vermont or whatever environmental stuff. They looked good. They heard all Chunky Monkey, that's good stuff, and let's try and diet. But then they might've fallen in love with the brand over time because they realized that not only is that bottom of the pyramid, not only are they consistently meeting my needs really well, but that they're also doing things that resonate with my values. And then that keeps me coming back again and again, it makes me more loyal and less likely to jump to the next brand of ice cream that has something that sounds appealing.Stephanie:Yep. Yeah. I completely agree. So get them in the door with good products, showcase your value, and then you could probably upsell in a way, once someone knows this is a good product, and now maybe I am willing to spend that extra dollar now that I've already had a good experience with them versus trying to do it the other way around.Howard:Yeah. Or be less likely to switch or be willing to try new products from that same brand, et cetera.Stephanie:Cool. So the last thing I want to of touch on was content strategy. I saw you working with Aéropostale and American Girl around getting these brands to start creating content, making it more organic, getting customers to create their own viral content. How do you think about brand should be approaching their content strategy right now?Howard:Well, in this day and age, everybody's a content creator. And as you look at the ages of your customers, I mean, I'm a content creator and I'm over 50, but as you go down in age, it becomes everybody, my kids are all creating all kinds of content all the time on obviously Tik ToK and Instagram and everywhere. And so I think first of all, it's easier than ever. And I think that one of the best ways to inspire people to create content is to give them a platform. Because what every content creator cares most about is what, likes, whatever it is on the given platform, right? Subscribers, followers, likes all this kind of stuff.Stephanie:There you go, it's wrong.Howard:So I mean, there are many strategies of course, to inspire people to create UGC around your brand. But I think that the number one strategy to say, okay, how can I give someone a sense that if you create something you're going to get my platform, obviously if you're a brand, you want to make sure you have a good sized platform, which means simply how many people you can reach, how many followers, et cetera you have. And then if you can help someone see that by creating content around your brand, that's going to get that content more exposure than if they just create content and post it on their own personal Instagram account or whatnot. Then that's valuable. And then of course...Stephanie:What's in it for me? That's the same thing that we've kind of talked about this whole time, the whole time.Howard:Understanding your customer, 100%. And in this case, the customer is they may be your customer in the traditional sense, they may be buying your product, but they may not even buy your product, but it's, again, it's like what I said about human behavior, you want to influence people to create content about you online. Great. You have to make sure you understand those people and understand what drives them. And there are going to be some different personas, right? To get my daughter to create content is takes one thing, to get someone who's already a YouTuber with 15 million followers, now it's something different. It's called probably going to an influencer platform and writing them a cheque. And that can be a very viable and smart strategy to do as well if you do it correctly and you pick the right influencers and you make sure that it's organically integrated into their content and not feeling like something they just slapped on, like an ad. But that can be a very powerful marketing tool as well.Howard:So that's what they want. My daughter, they don't need your platform because they have an even bigger platform probably depending on, I mean, if your platform is big enough, if you're Coca-Cola, maybe you even have a bigger platform than them. In which case maybe the influencer is willing to do it for less or for free. But anyway, but it all comes down to that. Anytime you want to motivate someone to do anything, you want to make sure you understand, what do they care about, what are they trying to accomplish? That's right.Stephanie:Cool. Well, let's jump over to the lightning round. The lightning round is brought to you by Salesforce Commerce Cloud. This is where I'm going to ask you a question and you have 30 seconds or less to answer.Howard:Okay.Stephanie:Are you ready?Howard:I'm ready.Stephanie:All right. First one, what one thing will have the biggest impact on ecommerce in the next year?Howard:The elimination of a third party cookies.Stephanie:Okay. Expand a little bit more on, because I've had another guest say it doesn't matter and we have solved that and it's nothing to worry about.Howard:Okay. Well, I'll have to watch that episode because I would love that to be true. But essentially what's happening is between things that Apple is doing and things that Google are doing, Google is doing and frankly, things that may also happen from a legislation perspective, the ability to cookie somebody on one site and display ads to them on a different site is being no longer permitted or they're rolling out changes, which will mean that, if you're familiar with going on overstock and looking at a sofa, and then that's sofa is on every site you see around the whole internet, they're not going to be able to do that anymore. And it has the biggest impact on smaller or medium-sized ecommerce players, because that's a key strategy. So I think that's going to have a huge impact and require everyone to come up with different ways of attracting buyers. I think it's going to have a huge impact.Stephanie:Yep. When does that go into place? [inaudible]Howard:Well, some of it is already in place, certain browsers are already blocking third party cookies and other bots, but I think we're already in the middle of a transition.Stephanie:Okay. Got it. Onto a happier subject then, what's up next on your Netflix queue?Howard:My Netflix queue? Well, I think I want to watch this show about [inaudible], I think just started. Is that? I think it's Netflix or if not, it's one of the other services.Stephanie:On of them.Howard:All about how this [inaudible] thing got started and how so many people were hypnotized into being crazy.Stephanie:Interesting. Tell me how it is. What one thing do you not understand today that you wish you did?Howard:Women, and why they do what they do.Stephanie:Oh my gosh.Howard:I've got two teenage daughters and a wife and man, I don't understand a single thing about why they do what they do.Stephanie:Oh, that's great. I mean, I don't even understand myself sometimes. So that's a valid answer. What's the nicest thing anyone's ever done for you?Howard:Well, I guess I have my children, I've got five children. That could be [inaudible].Stephanie:Five. Wow. That's great. That's a good answer. What's the last ecommerce purchase you made that you maybe would not have made pre-COVID?Howard:Well, that I would not have made pre-COVID? I have been buying more gear for at home, stuff we're doing now because I used to do that all at our offices in Manhattan, where we had more of a studio. So I don't know the very last one, but a lot more lights and microphone stands and all this kind of a side monitor, an extra small minor like I've got over here to show me these slides, if I'm talking about things. So I've been buying a lot more Gadgets & Gizmos, did I say that? Gadgets & Gizmos.Stephanie:Whatever you say works for me.Howard:To make it easier to turn my office into a kind of a studio for all the content that we produce.Stephanie:Very cool. And the last one, if you were to have a podcast, what would it be about and who would your first guest be?Howard:Well, I do have a podcast.Stephanie:Oh, well, what is it about?Howard:It's called Winning Digital Customers. And it is about how you most effectively win as a brand in an age where so many of your customers are living with digital at the center of their lifestyle. And the first guest on my podcast was a great friend and client of mine, Michelle McKenna, who's the SVP and chief information officer of the National Football.Stephanie:Oh, nice. I saw she wrote... Didn't sh write a foreword in your book?Howard:She did. She also wrote that. Well, that's kind of why we kicked off the podcast, which kind of connects to the book, same name. And she also was kind enough to to do that. And she's awesome and has driven a lot of innovation and transformation at the NFL, everything from the new way they do instant replays to stuff that supports player health and safety, to drones at Superbowls and sensors on players shoulder pads and helmets and the ball, so they can track with motion capture everything that happens in the game. So many cool things. And so she's always got great things to talk about and also a lot of stuff she can't talk about.Stephanie:We need to bring her on our IT visionaries podcast, which Hillary also produces. So we get her on there Hillary. Awesome.Howard:He is definitely an IT visionary.Stephanie:Yeah, we'll have to bring her on. Cool. Howard, thanks so much for joining the show. It was a pleasure chatting. Where can people find out more about you and your new book?Howard:Sure. Well, thank you so much for having me. If they want to learn about the book, there's a website for the book, which is winningdigitalcustomers.com, just like all one word. And in fact, if you go there, you can also download the first chapter of the book for free as a PDF if you want to just get started on it. Obviously it's available on Amazon, Barnes and Noble, Kindle, Apple books, all those types of places, and in bookstores, possibly near you if you go to bookstores. And as well, if you want to learn more about me, I'm on social media. I publish a lot on LinkedIn and other places. You can find me by my name, Howard Tiersky and my company is FROM, The Digital Transformation Agency and we are at from.digital.Stephanie:Amazing. Thank you so much, Howard.Howard:Thank you for having me, it's been a blast.

For the final episode in Season 1, Howard sits down with Greg Satell, an international speaker, advisor, and award-winning author. Greg talks about how living through several socio-political revolutions informs the way he thinks about change, how he brings that thinking to managing digital transformation for large enterprises, and his new book, Cascades: How to Create a Movement that Drives Transformational Change. Learn more about https://www.gregsatell.com/ (Greg) here:  Author: https://amzn.to/2UDgjVa (Cascades) & https://amzn.to/2UEAUbF (Mapping Innovation) Contributor: https://hbr.org/search?term=greg+satell (Harvard Business Review), https://www.barrons.com/search?keyword=Greg%20Satell (Barron's)  Publisher: http://www.digitaltonto.com/ (Digital Tonto)   https://youtu.be/m77W1k8xIq4 (Speaker Reel) https://twitter.com/Digitaltonto/ (Twitter) https://www.linkedin.com/in/gregsatell/ (LinkedIn) Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Do you know where your customers' data is? This week, Howard sits down with Dean Shapero, a data privacy expert and founder of Invisit, which specializes in helping companies keep up with data privacy compliance. Dean discusses the fast-evolving world of data privacy, predicts how GDPR and CCPA regulations may serve as the blueprint for future data privacy laws under the new administration, and gives his top to-dos for companies who want to stay on top of compliance and avoid future fines. Visit Invisit.io for more info, or reach out to Dean directly at dean@invisit.io. You can also check his https://www.linkedin.com/in/dean-shapero/ (LinkedIn) profile. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard is joined by Customer Experience Futurist Blake Morgan to talk about the difference in customer service and customer experience, her time as a change agent within a Fortune 100 company, and how the customer of the future is actually the customer of today. Blake gives insight into what modern CEOs need to do to resonate with their employees and customers alike, and how to stop your users from knocking on your competitor's door. Get more info on Blake and her two books, https://www.amazon.com/Customer-Future-Principles-Tomorrows-Business/dp/1400213630/ref=tmm_hrd_swatch_0?_encoding=UTF8&qid=&sr= (The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow's Business) and https://www.amazon.com/More-Companies-Knock-Your-Socks-Off-Customer-Experiences-ebook/dp/B072DTQ721/ref=sr_1_4?qid=1561746973&refinements=p_27%3ABlake+Morgan&s=books&sr=1-4&text=Blake+Morgan (More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences) on her website: BlakeMichelleMorgan.com You can also hear more from Blake on https://www.blakemichellemorgan.com/the-modern-customer-podcast/ (The Modern Customer Podcast), https://www.youtube.com/channel/UCY7iiUUPdNC1Pq9Lv3eg1kQ (Youtube), and https://www.instagram.com/blakemmorgan/ (Instagram). And for more info on Winning Digital Customers, visit WinningDigitalCustomers.com. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Brian Garofalow, Chief Marketing Officer of Igloo Coolers, discusses overcoming an internal belief that coolers wouldn't sell online, resulting in a massive eCommerce business and digitally transforming a great American heritage brand, as well as competing with the Amazon experience, how they've leveraged licensing to increase revenue and gain new customers, and the power of a company culture that exemplifies the brand. You can also hear more from Brian Garofalow on https://twitter.com/bgyeah?lang=en (Twitter) and https://www.linkedin.com/in/brian-garofalow-02b7bb2/ (LinkedIn). Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Dennis and Howard sit down to discuss how he solved a chicken problem, how customer journeys are disappearing, and how he came to be one of the top CX experts of the decade. You can also hear more from Dennis Wakabayashi via his https://www.denniswakabayashi.com/about (website): https://www.linkedin.com/in/denniswakabayashi/ (LinkedIn) https://twitter.com/justintimecx?lang=en (Twitter) Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Join us for an interview with Walt Carter, Chief Digital and Information Officer of HomeStar Financial, where he regales us with tales of his background in rocket science, his time in the military managing engineers and advising Presidents, and how he uses his experience to keep his customers safe when making the biggest purchase of their life - their mortgage. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

iHeartMedia's President New York Market, Bernie Weiss, joins Howard to talk about his career in audio and broadcast media, how iHeart has built its business around selling companionship, how COVID affected their understanding of listenership and advertising and pivoting Jingle Ball from an in-person experience to virtual. Know more about Bernie Weiss from his https://www.linkedin.com/in/bweiss1/ (LinkedIn) Profile. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

We kick off the new year with future-of-work strategist Heather E. McGowan, who talks about how a series of LinkedIn articles she wrote in 2014 led to being an internationally recognized keynote speaker, how continuous learning shapes the present and future of work, and her recent book, The Adaptation Advantage. Follow Heather E. McGowan via her https://www.heathermcgowan.com/ (Website), https://www.linkedin.com/in/heathermcgowan/ (LinkedIn) and https://twitter.com/heathermcgowan?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor (Twitter). Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard is joined by New York Times bestselling author and organizational consultant, Dr. Joseph Michelli, to discuss his career and what he's learned talking to over 140 top global business leaders on all aspects of leading through and beyond COVID while writing his new book, Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Know more about Dr. Joseph Michelli via his https://www.josephmichelli.com/ (website) and https://www.linkedin.com/in/josephmichelli/ (LinkedIn).Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Join Howard and Madhur Aggarwal, former Chief Digital Officer at Pearson, to talk about moving a larger enterprise toward a more digital operating model, innovation in education during COVID, and how he's using his experience and expertise at the startup level. You can check more about Madhur Aggarwal, via his https://twitter.com/aggarwalmadhur?lang=en (Twitter) and https://www.linkedin.com/in/madhuraggarwal/ (LinkedIn). Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard sits down with Annette Franz, named one of the 100 Most Influential Tech Women on Twitter and bestselling author of Customer Understanding: Three Ways to Put the Customer in Customer Experience and at the Heart of Your Business to chat in-depth about her six-step process for customer journey mapping and how to put the customer at the center of your customer experiences. To know more about Annette Franz follow her at https://cx-journey.com/about (CX Journey) and https://www.linkedin.com/in/annette-franz/ (LinkedIn). Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

提到數位轉型，你可能有一肚子的創意，但是顧客並不會因為你的點子很炫就愛上它。相反地，你應該以顧客為中心，提供更多目標顧客想要且重視的數位體驗。

提到數位轉型，你可能有一肚子的創意，但是顧客並不會因為你的點子很炫就愛上它。相反地，你應該以顧客為中心，提供更多目標顧客想要且重視的數位體驗。

Howard talks to Ash Dhupar, former Chief Data & Analytics Officer at Publishers Clearing House, about new ways of leveraging data to creating better digital customer experiences, AI and machine learning, using data to support business decisions, tips to getting started utilizing AI, and the transformational future of data. Know more about https://www.linkedin.com/in/ash-dhupar-048502/ (Ash Dhupar) via LinkedIn Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard sits down with good friend Tejpaul Bhatia, currently at Google working on Go to Market Strategy in the Office of the CIO, to discuss his startup experiences and how he leveraged those skills to create culture shock and drive change in large corporations. Tejpaul also gives insight on the secret sauce briefings he delivers to keep Google at the forefront of innovation. Follow Tejpaul Bhatia via https://www.linkedin.com/in/tejpaul/ (LinkedIn) and https://twitter.com/tejpaul?lang=en (Twitter) Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard sits down with Lew Kimble, recently retired CEO International of Foot Locker, to discuss secrets today's retailers need to know to be successful, from utilizing radio-frequency identification to transforming their supply chain during the pandemic. Lew talks about his experience and commitment to reinventing global legacy systems to enter the new era of technology while keeping the consumer at the heart of the transformation. To know more about https://www.linkedin.com/in/lkimble09/ (Lew Kimble) check him on LinkedIn. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard talks to the founder of Denting the Universe and host of Digital: Disrupted Paul Muller. Listen to Howard and Paul ponder the infamous question companies oftentimes ask themselves: to persist or pivot? Paul shares his secrets to driving growth within an organization and overcoming inertia when introducing a new product by fighting the status quo within an organization and overcoming consumer inertia.  Know more about Paul Muller and follow him on https://open.spotify.com/show/05T0KmEBIYfyta5ZXuCD8t (Spotify) Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Howard sits down with good friend and colleague, Michelle McKenna, the Chief Innovation Officer of the National Football League. Michelle shares the risks she took that landed her in the C-Suite of the world's largest and most profitable sports organization. Michelle gives insight into the digital transformation she forged years ago that became the key to achieving her proudest career moment— reconstructing the 2020 NFL Draft. Follow Michelle McKenna on https://www.linkedin.com/in/michelle-mckenna-194472a/ (LinkedIn) and https://twitter.com/nflcio?lang=en (Twitter) Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)

Welcome to the Winning Digital Customers Podcast, where we focus on stories of digital transformation, told by the people who led them. Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas. The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world. http://www.twitter.com/tiersky (http://www.twitter.com/tiersky) http://www.linkedin.com/in/tiersky (http://www.linkedin.com/in/tiersky) http://www.facebook.com/h.tiersky (http://www.facebook.com/h.tiersky)