Customer Strategy Podcast Nils Vinje

In this episode of the Customer Strategy Podcast, I'm talking with Kirt Manecke.

Kirt is the author of the best-selling book SMILE Sell More With Amazing Customer Service.

We had an interesting conversation about how Kirt has transformed the businesses he's run and worked for through incredible customer service.

It's often the simple things that when done well make the greatest impact. Kirt's book is a testament to this philosophy and is an easy read designed for quick implementation.

Anyone involved in working with other people, not even just those working with customers, can get value from Kirt's expertise.

Here are the Top 10 things to do according to Kirt, listen in to get some context for each one...
1) Smile
2) Make a friend
3) Answer the phone with a smile
4) Say please and thank you
5) Acknowledge new customers - Even when you're busy
6) Never ask "Can I help you?"
7) Uncover your customer's ultimate buying motive
8) Probe (Ask Questions)
9) Listen
10) Know your product and your competition

To get a copy of Kirt's book or to buy it for your team, go to smilethebook.com

In this episode of the Customer Strategy Podcast, I'm talking with Sri Ganesan, Founder, and CEO of Rocketlane.

Rocketlane helps businesses accelerate time to value by delivering a transparent, consistent, and delightful customer onboarding journey every single time.

Sri and I had an interesting conversation about what it was like to have his previous business acquired by a large company and then continue to build for 4.5 years!

Sri and his team then set to work on removing the challenges and complexities they saw when it came to onboarding customers.

Spreadsheets, Trello, Slack, internal docs, external docs, etc are all used in some form or fashion today with most customers but they create siloed workstreams. This not only affects the people running the project but it also affects the customer experience.

Rocketlane brings everything together in one tightly knit experience. Documents, tasks, communication, notifications, etc. all live in one place.

To learn more about Rocketlane, visit Rocketlane.com

In this episode of the Customer Strategy Podcast, I'm talking with Gil Baumgarten, founder, and CEO of Segment Wealth Management.

Gil built a billion-dollar advisory firm in less than 10 years on the back of incredible customer engagement strategies.

Gil and I get into the specific strategies that have enabled his success. Here are some of the strategies we discuss:
- Advocacy - What it means to do everything for your client even if it's not in your best interest...
- How to do personalization at scale...
- How to use an old-school technique to break through and make a connection with a client...
- And much, much, more...

To learn more about Gil and Segment, visit SegmentWM.com and GilBaumgarten.com

In this episode of the Customer Strategy Podcast, I'm talking with Howard Tiersky, author of the Wall Street Journal Bestseller: Winning Digital Customers, The Antidote To Irrelevance.

Howard is one of the top 10 Digital Transformation Influencers in the world and has worked with brands like Verizon, NBC, Nutrisystem, Viacom, Avis, Universal Studios, JPMC, Facebook, Spotify, and Amazon just to name a few.

Howard and I had a great discussion about his 5-Step Methodology that any company can follow to better understand their customers and deliver an incredible experience.

In Howard's words, "Winning with customers is about doing a better job of solving their pain and giving them more delight than your competitors."

If you want to find out how to do this, click play to listen to our conversation.

You can grab a copy of Howard's book along with the first chapter for free at WinningDigitalCustomers.com.

In this episode of the Customer Strategy Podcast, I'm talking with Wayne McCulloch who is the author of the brand new book: The 7 Pillars of Customer Success.

This book is a blueprint for how to build a world-class Customer Success organization and should be read by every Customer Success professional.

Wayne does a brilliant job of distilling his vast Customer Success experience from companies like IBM, Salesforce, Looker and his current role running all Customer Success for Google Cloud.

To get a copy of The 7 Pillars of Customer Success, visit CSPillars.com

In this episode of the Customer Strategy Podcast, I'm talking with Donna Weber who is a customer onboarding expert and the author of the book Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions.

In our discussion, we talked about the need for an orchestrated customer onboarding, the 6 stages of an orchestrated onboarding, and the principles behind an incredible customer onboarding.

Donna shared some practical tips, tricks, and strategies to help you improve your customer onboarding to turn those new customers into loyal champions.

To get a copy of Donna's book, go to Donnaweber.com/book