Your Customer, Your Success

Summary In this conversation, Gary Marra speaks with Bill Kasko, President and CEO of Frontline Source Group, about the current state of the job market, the impact of technology on employment, and effective job search strategies. Bill shares insights on the importance of a strong professional network, the unique People. Process. Service. ™ framework his company employs, and the innovative five-yea...

Summary In this conversation, Shruti Joshi, President and COO of Facet Wealth, discusses the transformative approach to financial planning that focuses on accessibility and member-centricity. She highlights the challenges faced by millions of Americans who lack access to quality financial services and explains how Facet Wealth's flat fee model builds trust and encourages meaningful client relation...

Episode 19: From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time Managers SUMMARY In this episode of  Your Customer, Your Success , Gary Marra sits down with Rachel Provan, founder of Provan Success and host of  The Psychology of Customer Success . Rachel shares her journey from a high-performing individual contributor to an overwhelmed first-time mana...

In this engaging conversation, Gary Marra is joined by Alyssa Nolte who shares her unique journey from a startup founder to leading TruVue, a customer intelligence platform. She discusses the importance of understanding customer psychology, common mistakes companies make in their approach to customer experience, and the significance of building trust and relationships with customers. Alyssa emphas...

In this conversation, Gary Marra and Dave Seaton delve into the intricacies of journey mapping, focusing on the Dave’s DARMA method ™. They discuss the importance of understanding customer experiences, common pitfalls in journey mapping, and the steps involved in the DARMA method, and then purposely focus on the FIRST A or the “Analyze” phase. The conversation emphasizes the need for thorough rese...

In this solo episode, Gary Marra reflects on his journey in podcasting, the importance of client experience, and the distinction between transactional and relationship-based business models. He emphasizes the need for businesses to manage relationships effectively, regardless of whether they operate in B2B or B2C spaces. The episode also touches on the implications of AI in customer interactions a...

In this conversation, Andrew Carothers shares his insights on the art of storytelling, emphasizing its importance in business communication with award-winning host Gary Marra. He discusses the role of storytelling in customer experience (CX) and how it can be used to inform and influence audiences. Andrew outlines a structured approach to storytelling, starting with understanding the purpose of co...

In this episode, Gary Marra interviews Mark Stern, founder and CEO of the Custom Box Agency, to discuss how his company optimizes customer journeys through innovative physical box experiences. They dig into the power of  packaging experience , the art of standing out in a crowded market, and how thinking  outside the box —literally and figuratively—can revolutionize customer engagem...

Summary In this episode of 'Your Customer Your Success', host Gary Marra speaks with Josh Nutter, Vice President of Business Development at OP360. They discuss the mission of OP360 in enhancing customer experience through outsourcing, the challenges faced in the industry, and the importance of training and managing outsourced teams. Josh shares insights on the role of AI in customer service, the m...

Summary In this episode, Gary Marra welcomes Stacy Sherman, a renowned Customer Experience (CX) leader, speaker, and author, to explore how businesses can create impactful customer journeys by aligning CX with business goals. Stacy shares her thoughts on what it means to 'do CX right’, emphasizing the importance of understanding the customer journey, empowering employees,...

Bridging the Trust with Involvement Culture - Tim McCleary, Episode 11 In this conversation, Tim McCleary discusses the critical role of company culture and employee engagement in driving organizational success. He introduces the concept of 'involvement culture,' which emphasizes trust, empowerment, and connection among employees. Tim highlights the alarming statistics of employee disengagement an...

In this conversation, Gary Marra and guest Chris Hood delve into the complexities of AI in customer experience. They discuss the hype surrounding AI technologies, the importance of critical thinking, and the need for businesses to prioritize customer needs over technology. They explore the historical context of AI, the risks of blindly following trends, and the gap between expectations and reality...

🎙  Guest:  Sean Albertson – CX Consultant & Strategist, Keynote Speaker, and Author In this conversation, Sean Albertson, Founder and CEO of CX4Rocks Consulting, Speaker, and Author, discusses the evolving landscape of customer experience (CX) and the challenges organizations face today. He emphasizes the growing expectations of customers, the decentralization of CX roles, and the im...

Show Notes – Episode 8 of Your Customer, Your Success with Katie Stabler Episode Title: Cultivating a CX Movement with Katie Stabler Host: Gary Marra Guest: Katie Stabler, Founder of Cultivate Customer Experience by Design In this episode of Your Customer, Your Success, Gary Marra sits down with Katie Stabler, a passionate CX consultant, speaker, and author, to explore the power of customer experi...

E7: New Year, New Success: Kristi Faltorusso on Customer Success Strategy In this episode of Your Customer, Your Success, host Gary Marra sits down with Kristi Faltorusso, Chief Customer Officer at ClientSuccess and a Top 25 thought leader in the customer success industry. With over 13 years of experience, Kristi has built and transformed world-class customer success teams. She shares her expert i...

In this episode of  Your Customer, Your Success , I’m joined by the dynamic  Simona Costantini , founder and CEO of Volt Productions and host of the podcasts  Happiness Happens  and  As It Relates to Podcasting.  Simona shares her incredible journey from corporate marketing to launching her own podcast production agency and building a thriving business rooted in empat...

Thought Leadership and Personal Branding with Kelly Schuknecht Episode Summary In this episode of  Your Customer, Your Success , host Gary Marra chats with Kelly Schuknecht, Chief Elevation Officer of Two Mile High Marketing and host of the  Beyond the Bestseller  podcast. They explore the intersection of thought leadership, personal branding, and career success. Kelly shares action...

Welcome back to  Your Customer, Your Success , where we dive into customer experience, success management, leadership, and employee engagement. In this episode, Gary Marra sits down with the inspiring  Caroline Baird , an HR Executive and Consultant, a Reinvention Coach,  Event Speaker, and host of the  Today's Balance Leader  podcast. With over 30 years of experience...

Welcome to Episode 3 of  Your Customer, Your Success In this episode, we explore the intersection of financial planning, customer focus, and personal empowerment with special guest  Samanda Morales . Samanda is the founder and owner of WellFin 360 , an independent, fee-only financial planning and investment advisory firm. With over 20 years of experience in financial services, she’s pass...

In this episode, Gary Marra speaks with Natasha Evans, a supporter experience lead, about the unique aspects of customer experience in the charity sector. Natasha shares her journey from retail to charity work, emphasizing the importance of creating memorable experiences for donors. They discuss the challenges of building loyalty, the significance of buy-in for CX programs, and the role of technol...

Episode Summary: In this exciting inaugural episode of  Your Customer, Your Success , host Gary Marra welcomes Rick Denton, host of  CX Passport and CX Passport Live, and managing principal of EX4CX. Together, they dive into the currently in flux world of customer experience (CX) with a thought-provoking discussion about live podcasting, the evolution of CX in business, and actionab...

Please join us on "Your Customer, Your Success", the Marra CX Hub podcast where host Gary Marra brings you insights from leading innovators excelling in customer experience, customer success, and beyond. Each episode features candid conversations with experts who share their journeys, strategies, and the key mindsets driving their success. With a special focus on creating exceptional customer expe...