The Account Experience Podcast

It's been over a year since most of us have been able to step foot in a pub. Yet, Heineken has been able to leverage their CX program to stay in touch with bar owners and even grow their footprint. We're talking with Stefan Visser, Lead VoC program & Scrum Master CX @ Heineken to see just how they did it.

Today Ian and Cary are talking about the pros and cons of NPS and CSAT and how to grow your business based on customer feedback.

Today we're talking CX tech stacks! But more importantly, how a bad tech stack leads to unhappy customers and leads to churn.

In this episode, Cary and Ian explain what drivers are and how you can become the superstar in your organization if you start connecting them to revenue.

Promoters are promoters, right? Well, sort of. But what if you could turn your promoters into super promoters? Ian and Cary talk about the different ways to activate your promoters to actively refer your business.

Do you tie revenue to your B2B experience program? If you do, you're in the very small minority. We found over 2/3 of companies don't actually do this! So today we're getting granular and talking about how to begin the journey to tying experience to revenue.

Today we welcome Hilary Zaharko, VP of Marketing, and Carla Lestinho, Client Experience Manager at H&R Block Canada. We dive deep into their tactics for disrupting and acting on feedback at all levels of the organization.

Referrals are your secret weapon weapon to monetizing your experience program. In this episode we dive deep on how companies are utilizing (or not utilizing) referrals to grow their business. 

Today we welcome David Apple, CMO at Intuitive Health, to the show. David is going to outline how he used NPS to pivot and deliver exceptional experience to grow during the pandemic.

Today we welcome Tom Studdert from Zoominfo to the show. If you want to learn how to increase customer retention through training and education, this episode is for you. Tom dives deep into "training to retaining", including how he was able to achieve 98.5% retention at Zoominfo.

Today we’re excited to welcome Ondrej Sedlacek to the Account Experience podcast!  Ondrej is the Co-founder of SatisMeter, an NPS and experience software based out of Prague. And in exciting news, CustomerGauge and SatisMeter recently solidified a great partnership which we’re all very pumped about.  In this episode, Ondrej talks about the importance of closing the loop as quickly as humanly possi...

Today we dive into part 2 of the quick-hitting experience benchmarks episodes. In this episode, we'll be exploring benchmark data centered around whether or not "CX is deployed throughout your organization" and "have you developed a thorough customer journey map" both data points are related as we'll explain in the episode. Some really interesting benchmarks to review here so let's dive on in.

Hi all! We're going to switch things up a bit. We've received a lot of feedback from you all requesting a few B2B benchmarks ....and guess what? You're in luck! Today we're kicking off a new mini-series on B2B experience benchmarks with our yet to be released benchmarks data consisting of over 1,000 responses from B2B companies of all shapes and sizes across the globe. In this first episode, we co...

Let me be the first to wish everyone a happy Diwali! This is one of CustomerGauge's favorite traditions internally with great food and even better company. This year, however, we did things a little differently. Here's a hint, it involves our CEO and COO schlepping around Amsterdam to deliver food in person to our EU Gaugies and free delivered food to our US Gaugies. In today's episode, we'll dive...

Today we're joined by Marianne Mølgaard, she's the group Customer Engagement Manager at Bisnode. And Marianne recently had a great Linkedin post go viral which detailed her global experience program at Bisnode. And full disclosure here guys, Bisnode is a customer of CustomerGauge, but man is their story interesting. And Marianne doesn't hold back. She gives us all the great details on how she oper...

Today we're joined by Dennis Geelen, the founder of Zero In, a boutique consulting firm based out of Ontario, Canada. In this episode, we talk about Dennis' fantastic new book "The Zero in Formula". It's a #1 Bestseller on Amazon and a great read for any experience professional out there listening. This was a super interesting talk filled with case studies, formulas, real-life actionable takeaways...

This week we welcomed Brian Hodge to the show. Brian is a Leadership Consultant at Dame Management Strategies but also just happened to be the previous champion at Soccer Shots, one of our customers. While at Soccer Shots Brian was the Director of Franchise Operations and he ran their NPS program for the entire brand across the United States. This talk was a killer example of a champion using data...

Today we're joined by our very own co-founder and COO Camillia Scholten. In this talk, we dove deep into Employee Experience. Camilla walked us through how she adapted our employee experience program during COVID and how investing in education is setting CustomerGauge up (and our clients) for the future. There are a ton of strategic and tactical nuggets in this one you won't want to miss it! Let's...

Today we're talking about gaming. No not Nintendo, Xbox, or Playstation. Though Cary and I would love to do an episode on that as well. Today we're talking about all the different ways you can game a net promoter system. In this episode, we tell you why most gaming is bad for your company, how to spot different types of gaming, and yes even how to eliminate gaming and still incentivize the right a...

Today we're excited to have a special guest, our very own CEO and Co-founder of CustomerGauge, Adam Dorrell.    In this episode, we focused on the ROI of experience-based referrals. And as a CEO, Adam is really passionate about making sure companies tie their referral revenue to their experience programs and he's pretty candid on why. Let's dive into the latest episode.

In this episode, we're exploring the "3 things you're (probably) doing wrong in your experience program." And we're basing this episode on the hundreds of conversations we've had with prospects and early-stage customers over the years. And you know what, Cary and I have even made these mistakes ourselves back in our program days. So, what are they? Let's dive in and find out!

In part 2 of what we're calling Experience MythBusters, we're tearing down the remaining 2 experience myths, specifically, the perceived effort needed to stand up a software investment for your experience program and prioritizing other programs (like a CRM implementation) ahead of your customer program. We're again lucky enough to be joined by Trishaala Chengappa our very own VP of Product at Cust...

In part 1 of the Experience MythBusters episode, we're tearing down 2 experience myths we hear from prospects all the time, specifically, data should live with one department and the second one being, you need a dedicated experience team to run your program. And we're even joined by Trishaala Chengappa our very own VP of Product at CustomerGauge to help us bust these things. So get ready for part...

My co-host Cary and I are both highly qualified to walk you through the (not so) hidden cost of building your experience program internally because we've both built programs at previous companies by stitching together a bunch of different software. And yes we suffered through using manual excel sheets and yes the data was days delayed, you name the mistakes, we have probably made them. But here's...

In this episode, we're going to cover the most important experience metrics you're probably not measuring. We get into 4 specific experience metrics that will not only completely change the way your program is run, but set you up for more revenue growth in the process. SO what are they? You'll have to tune in and find out, let's get to it!