The Customer Experience Podcast

Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it’s customer success that makes the money now, because they create the experiences for customers around moments that matter.  Which moments matter most?  In this episode of our Human-Centered Communication expert series (which originally aired on September 14, 20...

Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand.  Ask yourself this: What am I doing right now with this customer to make sure that they’ll come back to me and not my competitor next time?  In this episode of our Human-Centered Communication expert series (which originally aired on September...

What you see on video is pretty much what you get. Video gives you a sense of who the person is. At present and in the future, salespeople need to become comfortable with video through the techniques of “created charisma”. In this episode of our Human-Centered Communication expert series (which originally aired on September 21, 2021), Steve Pacinelli and I interview Viveka von Rosen, Co-Founder an...

Here are three quick ways to better assess what people are saying with their faces and emotions (aka facial coding). Pay attention to engagement, the camouflage smile, and the two-sided impact of fear.  The face is the only place in the body where the muscles attach right to the skin. Most of us aren’t aware of what we’re giving away.  In the next episode of our Human-Centered Communication expert...

If you’ve been on a video call lately (and hasn’t everyone?), you’ve probably noticed how disengaged, distracted, or disconnected everyone is.  This is partly because we’re all operating under the mistaken belief that virtual and in-person are one and the same, except that one just has a camera. Not so.  In this episode of our Human-Centered Connection expert series (which originally aired on Augu...

Our Human-Centered Communication expert series is back! Listen to our most popular episodes with guests featured in our Wall Street Journal bestseller to pick up perspectives, strategies, and tactics to break through digital pollution and make real, human connection.  Taking a teaching focus means truly listening to and identifying with the customer, and it’s built on a continuous coaching environ...

You may not realize it but you’re already selling your personal brand to people.   And your personal brand is directly related to your company’s brand.   Today’s guest Dr. Cindy McGovern, helps us understand our personal brands and how they can directly coincide with the brands of our companies.   Hear our conversation with Dr. Cindy McGovern, CEO/First Lady of Sales at Orange Leaf Consulting: How...

The amount of technology we have at our fingertips is vast and wide. It’s also underutilized in enhancing the customer experience.  Today’s guest, Corey Shelton, helps us understand how we should be utilizing the technology we have to improve our customer experience from a digital perspective to gather data that can be utilized into actionable insights and from a direct human perspective. Hear our...

In some businesses, if you’ve been around for 40 plus years, you should probably think about either retiring or getting an educational refresh on the business. In tech, it couldn’t be more different.  The industry is made of natural learners who gravitate towards using the latest and greatest tools available.  Today’s guest has used their ability to never stop learning to build a tech driven busin...

When you’ve been in the business of customer experience for nearly two decades, you’ve seen every interaction of what CX can mean at the individual and corporate level.   The “why” behind CX and the importance of is as simple as making happiness a habit. Keeping your team running smoothly so they’re happy and keeping your clients in the know so they’re happy.   Easier said than done.   Hear our co...

While it may seem simple, member and employee experience is a difficult prospect to manage. There are many personalities, wants and needs to balance.   By taking the time to spend time with people to hear them, understand their perspectives and walk the journey of finding their needs, you build a roadmap of creating a culture that translates to satisfied employees who connect with satisfied member...

Can you imagine doubling or tripling engagement on your social media?  Maybe it’s not as hard as you think.  Take it from somebody whose operations have had an average of 180-240% increase in engagement for customers, boasts a 98% sales conversions and even reigned in an unfathomable 12,000% increase for the likes of monster personality, Gary Vaynerchuk.  Hear our conversation with Kate Bradley Ch...

It would be different to receive a marketing email asking you to respond with a “1” for more information on a topic. The campaign most likely wouldn’t have the ROI a brand would be looking for.   For SMS marketing, that’s exactly what’s happening… and it’s working. Texting is the latest marketing funnel focused on personalization and data gathering. Its capabilities in getting target audiences to...

We go through life with a million different moments that shape who we are, our experiences and how we interact with others.   How do we differentiate between what matters and what doesn’t?   It’s about the confluence of competition, commoditization and digital transformation.  I’m Ethan Beute, Chief Evangelist at BombBomb, here to give you three specific tips on customer experience and focusing on...

If you build it…they probably won’t come.  So how do you make them? A key way to do that is by positioning yourself, and what you’ve built, differently.  You’ve got to position yourself in a way that is unique and not easily duplicated. Make yourself the valuable commodity of the conversation and then, you have something of value that will bring people in.  Hear our conversation with Justin Stodda...

When you move from being a valued member of a team to the leader of a team, there’s a mindset shift that needs to happen.   Whether you’re in sports, fitness or sales, a leader understands that making personal connections are just as important as the job. And what got you to be No.1 in the game, isn’t necessarily what’s going to help someone else. It’s about human-centered connections and opening...

There are 300 unopened emails in your inbox as of this morning and mentally, you’re starting to shut down.   Sound familiar?   The psychology behind the overwhelm of email overload focuses on productivity as a skill, not a personality trait. Today’s guest boils things down to this: unopened emails are unmade decisions.   The solution is easier than it may seem and based entirely on how you work an...

Authenticity is today's buzzword. "Be authentic!" say all the business gurus.  What if they're wrong? What if being authentic is not always the best idea? What if — and work with us here — keeping it real is actually the wrong thing to do?  Listen in on our conversation with Andrew Brodsky, Assistant Professor of Management, McCombs School of Business, The University of Texas at Austin: How employ...

Digital pollution is unwelcome digital distractions that slow us down, confuse, frustrate, and annoy us, and sometimes even threaten us. If it’s not the right message for the right audience at the right time, it’s probably digital pollution — and damages our brand relationships.  I’m Ethan Beute, Chief Evangelist at BombBomb, here to give you two specific cautions about operating in a digitally po...

Nobody is far away or out of reach anymore, not in the digital environment. Welcome to the Death of Distance.   We all can be reached anytime, anywhere. What does the Death of Distance do to us psychologically? What does it do to our safety?  Hear our conversation with Dr. Erik J. Huffman, Director of Information Technology at BombBomb: How the digital environment has changed our concept of “custo...

Learning from the best. When someone rapidly leaps to the top of their field, you know there are plenty of insights to glean.   During the past year Robyn LaVassaur, Executive Vice President of Sales at Summit Funding, went from local sales production … to national sales leadership.  Hear my conversation with Robyn as we discuss: How to ask better questions to serve your customers How she leaped t...

It’s episode 200 — and we’re celebrating the milestone with The EX Takes Mixtape - 12 top employee experience moments from episodes 101-199.  Hear EX-themed highlights with these guests of The Customer Experience Podcast: Stacy Sherman, VP of Agent and Customer Experience at Liveops Brittany Hodak, Keynote Speaker, Author, and Superfan Strategist Elizabeth Dixon, Speaker on Strategy, Innovation, a...

When it comes to customer data, context is king.   And user testing has become increasingly important as a resource for fine-tuning the customer experience.   It’s a marriage between UX and CX … and today’s guest brings nearly 20 years of experience as a CX leader, strategist, and practitioner who’s designed and conducted hundreds of studies.  Hear my conversation with Janelle Estes, Chief Insight...

How does selling mangoes from a Jamaican street cart lead to skyrocketing success in today’s B2B sales environment?    In this episode, I interview Donald Kelly , Founder and Chief Sales Evangelist at The Sales Evangelist and author of Sell It Like A Mango: A New Seller’s Guide to Closing More Deals , about the best practices when it comes to training-up a successful sales organization in today’s...

The human experience is becoming increasingly more valuable.   As we move forward in time, human-to-human interactions are going to become more rare and therefore more valuable.   I’m Ethan Beute , Chief Evangelist at BombBomb , host of The Customer Experience Podcast , and recently coauthor of the Wall Street Journal bestseller Human-Centered Communication , together with Stephen Pacinelli . List...