The Customer Experience Podcast

Millennials are the most diverse generation in U.S. history with 44% of the generation reporting minority backgrounds.  That means, if companies haven’t figured out how to work with or sell to millennials, it’s best to start— well — now. One idea to seriously consider is cultural empathy. On the latest episode of The Customer Experience Podcast, I have the pleasure of speaking with an expert and p...

We’re all familiar with the traditional sales-led way of acquiring customers: They demo the product and are passed along to one of your salespeople. And, hopefully, the perceived value of your product matches their actual experience. What if you just let them experience the value right away? No strings attached. This product-led model is what Wes Bush sees for the future of selling (and not only f...

Every time Cory Scheer puts on his Brooks running shoes, he has a great experience.  He doesn’t get blisters and his feet feel comfortable. And when it’s time for a new pair of shoes, he turns to Brooks. So, how do you create experiences like this? Experiences that make your customers want to come back again and again? On this episode of The Customer Experience podcast, Cory joined us to talk abou...

Everyone in your organization should be selling.  All the time. At least, that’s what I learned from Jacco vanderKooij, the founder and CEO of Winning By Design. And, I’d have to say I whole-heartedly agree with him. On this episode, I talk about: The best ways to differentiate your brand The anti-silo approach Creating scalable processes Delivering impact on a constant basis Resources I mention:...

With regard to customer experience, alignment within our organizations and across our teams is one of the biggest opportunities and challenges in front of us. We’ll get into - and a lot more - that with today’s guest, Sangram Vajre. Sangram is the co-founder and Chief Evangelist for Terminus, the #1 rated account-based marketing (ABM) execution platform and leader of the ABM movement. During the e...

In this digital age, people are searching for more human connection than ever before. As B2B marketers and sellers are finding more ways to automate top-of-the-funnel processes - like chatbots - we may actually be losing leads because of it.  Comparatively, employing live chat can double top-of-the-funnel opportunities. At least, that’s what Interchanges’ president, Nelson Bruton, has seen. Nelson...

Human, helpful, and relevant. These are 3 attributes we need to create within our organizations to deliver great experiences for our customers. Dan Tyre, co-author of The Inbound Organization and HubSpot executive, came on this episode to share his insights from 35 years of experience in the business world—including why using video in your prospecting is approaching “must-have” status. What we tal...

Customer experience is a moment that is created between two individuals, where a desire meets a craft. Not everyone gets it right every time, but it’s an opportunity to create a moment with another human being as a stimulation for a long-term relationship. Lance Risser, VP of Southwest Field Operations and Levi Ayriss, VP of Northwest Field Operations at Dutch Bros. Coffee, came on this episode of...

If you want to learn a little bit about training and certifying your sales teams to speak your customers’ language you’re in the right place.  Alex Rosemblat, VP of Marketing at Datadog, came on this episode of The Customer Experience podcast to walk us through how he’s training his sales teams to truly understand and speak their customers’ language.  What we talked about: Your customers speak the...

There’s something that I’m tired of. I think you're probably tired of it, too: When you accept a LinkedIn connection request and the person immediately hits you up with an unsolicited and irrelevant sales pitch in a direct message.  So, I decided to reach out to you, to collect your feedback on this issue. And on this episode of The Customer Experience podcast I’m talking through what you had to s...

In any given company, not all customers are created equal.  So, we need to know where, when, and in whom we should be investing.  Well, on today’s episode of The Customer Experience podcast, we did something a little bit unique — we put customer experience into a financial context. Sarah Toms came on the show to talk about customer centricity: aligning your products and services to the needs of yo...

Research shows that people are actually more willing to share about the positive experiences they’ve had with companies than the more negative ones.  So, why don’t they? Well, most of us just haven’t had those kinds of really positive experiences. So, what can you do to create those positive experiences and change that sentiment? That’s exactly what we’re talking about today with guest Dan Gingiss...

Customer’s so wish every business understood these 4 things that Mike Redbord shared with us on our our Customer Experience Podcast. Mike’s the GM of Service Hub at HubSpot, and he came on our show to share a few secrets from inside the customer’s mind: What every customer wished businesses understood Why CX is a feeling, not an operation, a department, or a function Third-party validation Custome...

After “What’s the meaning of life?”, here’s the next most important question: Do I need permission to repost this? Can’t answer the first one for you, but the second one is a gigantic yes. I sat down with Sharon Toerek, Intellectual Property and Marketing Law Attorney who helps creative professionals protect, enforce and monetize their creative assets. Her work with small advertising and marketing...

You only think you’ve built a great relationship with a client. But...you didn’t check up on how their goals are evolving. Churn, churn, churn. I got to talk to Luke Owen, Director of Customer Experience at Formstack, about what it means to have the words “customer experience” in his job title. “For me, customer experience is the heart and soul of an organization that supersedes that relationship...

Marketing is a human driven mission, not a money-making endeavor. When you start by treating customers like humans, you will get better results not only for your company, but more importantly, for your customers as well.  Kristy Krueger is the lead marketer for Revel, a healthcare technology company that helps people to take better care of themselves using technology. She sits down with me to shar...

No one can tell the future. And if anyone claims they can, walk away… slowly. Yet, there are ways to anticipate some of the biggest turns your business will encounter. Brand builder, digital transformer, venture investor, and startup advisor, Dave Knox, opens up about three major mistakes he sees startup marketers make. As an independent strategic advisor and host of the Predicting the Turn podcas...

Most companies forget that an actual person is on the other end of their marketing campaigns. Brett’s experience working with companies all around the globe to help them improve their marketing reminds listeners that every touchpoint is going to reach a human at some point. The better equipped you are to ask smart questions, the more effective your customer’s journey will be, and the more sales yo...

Today’s guest is Jaime Casap, Chief Education Evangelist at Google.  Jaime helped launch G-Suite and other applications in schools, and he sincerely believes that education can disrupt poverty and transform lives. In this episode, Jaime talks about what Google’s doing that didn’t seem possible five years ago, why he thinks the customer is always wrong, why “What do you want to be when you grow up?...

If you’re a follower of The Customer Experience Podcast, you may have started to notice a handful of common themes surfacing. Themes - of course - that have to do with providing great customer experience. Plus, themes that also transcend the business world. Host Ethan Beute expounds on the 4 major themes we’ve uncovered on The CX Podcast. This episode covers brand experience, the relationship betw...

Everyone has an experience of your company. Are you in control of it? While the cost of keeping customer attention continues to rise, many marketers are still relying on industry trends and best practices to maintain engagement. What if your brand could be the one to set the trend? We dove into this idea with Jay Acunzo, founder of Marketing Showrunners, to better understand how to drive audience...

Brian Gilman has decades of experience in product/service marketing. Right now, he’s the VP of Marketing at Vonage. He was kind enough to come on the show to talk about how friction is killing companies, as well as how products and competitive intelligence relate to the customer experience.

Marc Rodan was unhappy with his life in the Netherlands. And he didn't think it was possible to be happy there. He thought he'd have to create the life he wanted somewhere else.  But one day he realized that, maybe he didn’t need a change of scenery. Maybe he just needed to change his mindset. He realized that he needed to be willing to experiment and to fail. To just start doing things that would...

Paula Hayes is on a mission to change the face of beauty by putting multicultural women at the center of the modern beauty movement. She’s in an industry that’s about making people feel good about themselves. But she’s tackling a part of the market that has often been scorched and scorn by that industry. In this episode Paula who is President and CEO of Hue Noir Cosmetics, shares how brand ambassa...

Ethan Beute is on a mission to connect people. His method? Video. More specifically, his company BombBomb wants us to use the power of video to leverage our personal connections, and provide meaningful social interactions.  Video is the way of the future. In this episode he shares how easy it is to get deeper in your relationships to improve your video, by using your smartphone and connecting with...