REALLY Know Your Customer

Lucas is the Co-Founder and CEO of INFI, a tech company that specializes in mobile apps, point-of-sale kiosks, and marketing services for QSR & Franchises. Lucas joined the hospitality industry in the most unexpected way – through a karaoke bar! Over the next several years, he found a way to combine two of his biggest passions of engineering and restaurants by forming INFI, where he and the INFI t...

In this episode, Betsy and Tony chat with Kim Moceri, Operating Partner at Francisco Partners. Kim starts off by explaining her career path, which includes taking a tactical support organization to a consultative business focused on the customers’ outcomes. In Kim’s current role, she is responsible for getting her 50-60 portfolio companies to understand the impact of strategic customer success. To...

Listen into this episode with two brand new guests – Betsy and Tony! As two CEOs, they dive into what has driven their careers and businesses forward. Tony’s business focuses on a bottom-up approach and Betsy’s business focuses on a top-down approach. They meet somewhere in the middle to discuss how to better engage with customers. They also explore predictions for the next 3-5 years as it relates...

Business growth is unattainable if you don’t engage with the very people that drive it: the customers. Kristy Knichel is a 24-year veteran of the transportation and logistics industry who understands that listening to your customers is the number one way to grow your business. She is the CEO of Knichel Logistics, a WBENC-Certified Business Enterprise (national certification for women-owned busines...

In this episode, Tony and Betsy speak with Roger Beadle, CEO and co-founder of Limitless Technology, a customer experience business dedicated to changing the way you view the traditional customer service model. Roger explains the GigCX model and the benefits of this crowd-sourcing technology that will make any CEO rethink their existing customer service roadmap. Learn more about your ad choices. V...

Many business leaders have shifted to thinking about their teams as their customers, but that wasn’t always the case in the past. John Boggs ensures that in order to know his customers he knows his team and treats them with love and care. John is the CEO of the Brave Thinking Institute and the Director of its Business and Leadership Division. In this conversation with Betsy Westhafer and Tony Bodo...

One of the greatest indicators of a prosperous business is its customer success. How do you bring that into private equity? In this exciting episode, Betsy Westhafer and Tony Bodoh sit down with Sirous Wadia, the Practice Director, Customer Success at K1 Capital, to discuss that answer. Sirous talks about his career path and gives listeners a view into private equity and its relationship with port...

Two powerful trends are disrupting almost every industry – artificial intelligence and the freelance economy. Coming from obscure beginnings some decades ago, they have since evolved and are now braced to change business as we know it for good. Straddling on both these revolutionary trends is Matt Coatney, a C-level technology executive, award-winning author and keynote speaker. In his book, The H...

Companies and leaders who really want to listen to their customers put the technologies in place to do so, especially large companies. They listen to millions of people every single day or week and then derive information that will guide them in rapidly innovating and improving how their organization engages with customers or change the product or the services that they provide. In this episode, S...

In this episode, Scott Miller, Head of Thought Leadership at FranklinCovey, joins Betsy Westhafer and Tony Bodoh as they discuss how FranklinCovey reshaped itself based on the minds of their customers and why it’s important to have an agile mindset when listening to your customer. Scott shares his journey throughout the years and the multiple roles he’s playing aside from his day job at FranklinCo...

Technology has allowed healthcare to make great strides in providing health services to people no matter where they are located. Telehealth is now making that massive shift happen in healthcare in 2020. The person leading the way, in many ways, has been Tanya Mack, the President of Women’s Telehealth. In this episode, she joins hosts Betsy Westhafer and Tony Bodoh to share her story and discuss wh...

As consumers themselves, entrepreneurs know the good stuff from the bad. They’ve been in their customers’ shoes and know the struggles they’re going through. For Jason Chan, understanding the customer has always come naturally. He picks up on what’s out there, sees the opportunities, and goes for it. Jason is Rakuten Super Logistics’ VP of Sales and Marketing where he directs the company’s sales &...

In our careers, in some way or another, we are all serving clients. Unfortunately, far too few develop the necessary skills and strategies to develop and keep those clients for life. Ivy Slater joins Betsy Westhafer and Tony Bodoh on today’s podcast to share how you can develop clients for life and discusses the importance of listening to your client with more than just your ears. A professionally...

Building trust with clients is hard enough in any business, but it can be a little bit tougher when you’re working with a broad spectrum of clients. Few businesses deal with a broader clientele than Tracy Hazzard’s business does. As the co-founder and CEO of Brandcasters, Inc., the largest podcast post-production company in the US, Tracy deals with people from widely varying backgrounds every day....

The COVID-19 crisis has nudged businesses worldwide to pivot, not only with the pandemic itself but with the changing nature of the economy. As we enter the new decade, we usher in a new economic paradigm – a transformational economy where value creation is most seen in customer transformation. This is an economy where the foundational tenets of client relationships become even more critical to bu...

Making sure you’re delivering value to your customer means knowing who your ideal customer is. In this episode, Betsy Westhafer and Tony Bodoh talk to Ross G.D. Fulton about the ideal customer and the increase of blending customer success and customer experience for value creation. Ross is the Founder and CEO of Valuize, a company that helps B2B software companies retain and expand their customers...

Small businesses typically have a family-like dynamic that is often very crucial to their success. As soon as a business starts to scale and increase their workforce, this family feel is often the first to go out of the window. A professional employer organization helps you keep your employee engagement healthy even as your business grows. Jay Hornbuckle is the Founder and CEO of Abatys, a PEO tha...

Much of our healthcare is built upon the transactional framework – the patient comes to the hospital, gets admitted, and is subjected to medication and medical procedures to cure whatever ails them. At PALM Health, an integrative medicine and wellness center in St. Louis, Missouri, clients get to have a whole new experience with its patient-centered philosophy and personalized care that is based o...

Customer support is a big driver of customer success in the B2B sphere. In the B2C space, however, things can be more challenging as you’re dealing with hundreds to thousands of customers daily. How can you design your customer service program so that it translates into customer success as you scale your business? José A. González, the CEO of Infolink-EXP and founder of Zahoree, joins Betsy Westha...

Betsy Westhafer and Tony Bodoh continue to discuss ways to reduce risk mitigation in Part 2 of their discussion with business growth strategist Mark S A Smith. In this episode, Mark breaks down the eight ways businesses can reduce perceived risk to ensure they are the safest choice. He shows how customers experience purchase risk and helps salespeople understand how they can make the essential piv...

It is natural for business owners to aim at producing the best products in their respective industries. After all, who would want to buy products that are sub-par? Contrary to this, business growth strategist Mark S A Smith believes it is not about being the best choice out there that gets the sale but about being the safest choice, especially in our recent environment. He joins hosts Betsy Westha...

How well are you getting to know your customers? Making an active effort to learn more about your customers and improve your customer relationships comes with fantastic opportunities to learn and grow. Ryan Schreiber, CarrierDirect’s Director of Engagement, chats with Betsy Westhafer and Tony Bodoh to discuss why customer relationships should be at the center of your universe. While continuing to...

Brand experience is what gets customers talking about your business and word of mouth is certainly the best advertising one can ever hope for. Building a brand that gives a consistent experience is something on which all entrepreneurs should be focusing their energy. Joining Tony Bodoh and Betsy Westhafer on the podcast today is Mark DiMassimo, founder and chief executive officer of DiMassimo Gold...

The quickest and most efficient way to innovate on a product or service is to know your customers and acquire a genuine understanding of the problems they encounter on a daily basis. Customer-driven innovation is Nick Ripplinger’s guiding principle that drives his success in rapid innovation technology commercialization. Nick is the Founder and President of Battle Sight Technologies, a startup tha...

The shift to remote work is a challenge for most companies, but even more so for those whose company cultures are built on customer centricity and face-to-face communication. Being a trusted partner is the number one concern for Matthew Evetts, even as everyone is going through quarantine. Joining Betsy Westhafer and Tony Bodoh in today’s episode, Matthew is the Group CTO for the Optic Security Gr...