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Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy.

Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer support, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.

The Customer Experience Podcast BombBomb

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Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy.

Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer support, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.

    84. 10 Rules for Building a Category & Community w/ Sangram Vajre

    84. 10 Rules for Building a Category & Community w/ Sangram Vajre

    We all want to belong to a tribe. The greatest way to grow your business is not to build your brand or throw events — it’s to grow a community around the solution to a problem.
     
    In this episode, I interview Sangram Vajre, Chief Evangelist and Co-Founder at Terminus, about how he created the category of and community around account-based marketing (ABM).
     
    We cover:
     
    - A lightning round discussion of the 10 rules of category creation
     
    - What unbranding really means (& how to do it)
     
    - The reasons to promote people, not products
     
    - How Sangram’s goal to educate about a problem created a movement
     
    Check out these resources we mentioned during the podcast:
     
    - ABM is B2B, Sangram’s most recent book
     
    - The #FlipMyFunnel movement that Sangram originated
     
    - The #FlipMyFunnel Podcast, well into its 600th episode
     
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

    • 41 min
    83. The 3 Pillars of Post-Crisis Customer Communication w/ Brian Gilman

    83. The 3 Pillars of Post-Crisis Customer Communication w/ Brian Gilman

    The onset of the COVID-19 pandemic created a variety of crises and challenges at each of its 3 stages. Though the pandemic persists, its consequences are more clear and the crises become more manageable. As we enter a post-crisis phase (Jun 2020-Dec 2021), we must focus on the systems we’ve put in place to communicate with customers in terms of both how they’ve changed and how they must further evolve.
     
    In this episode, Brian Gilman, Vice President of Solutions Marketing at Vonage, shares his perspective on the 3 pillars of post-crisis communications — and what has to change forever.
     
    What we talked about:
     
    - The permanent changes to customer communication systems
     
    - Why we say goodbye to “future proofing” (and perhaps to long sales cycles)
     
    - How to make the immediate shift to fast implementation and decisions
     
    - The 3 pillars of the post-crisis period: replacement for work from home, fail overs for continuity, and augmentation
     
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

    • 44 min
    82. 3 Ways to Fight Zoom Fatigue w/ Ethan Beute

    82. 3 Ways to Fight Zoom Fatigue w/ Ethan Beute

    Video meetings are more than likely here to stay.  They’re exhausting, though — way beyond mere eyestrain. If more of us are going to work remotely, we need to implement these 3 ways to overcome “Zoom fatigue.”
     
    I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show, here today to share actionable ways to improve your video meetings.
     
    In this episode, you’ll learn how to…
     
    - Schedule a 25 minute meeting to give yourself a built-in break
     
    - Quit multitasking during meetings & get permission to look out the window
     
    - Record a video message rather than having a video meeting
     
    - Free your time & attention from so many video meetings
     
    Check out these resources I mentioned during the podcast:
     
    - My book teaches you how to Rehumanize Your Business with video
     
    - Watch me talk about Zoom Fatigue on the news
     
    - Learn 6 steps toward better meetings
     
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

    • 13 min
    81. 4 Truths for Customer Experience as the Backbone of Your Business w/ Aaron Weiche

    81. 4 Truths for Customer Experience as the Backbone of Your Business w/ Aaron Weiche

    During COVID-19, businesses need to recognize that hearing from and listening to customers has never been more important. Your customers need to feel safe if you’re reopening. 
     
    To make customer experience the core of your business, you need to focus on the 4 truths of CX: it should be 1) differentiated, 2) easy, 3) visible, and 4) authentic.
     
    In this episode, I interview Aaron Weiche, CEO at GatherUp and host of the Saas Venture Podcast, about the 4 truths and how to apply them tactically.
     
    What we talked about:
     
    - Why listening to the customer should be a core part of your business
     
    - Prospective customers’ focus on reviews and need to hear from current customers
     
    - Data collection without lowering customer friction is not the win you think it is
     
    - Psychologically, a 4.78 is more attractive than a 5.0 review
     
    - 3 tactical spaces you should provide opportunity for customer feedback
     
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

    • 42 min
    80. Employee Experience Design: How, Why, and Where To Begin w/ Gil Cohen

    80. Employee Experience Design: How, Why, and Where To Begin w/ Gil Cohen

    Employee experience is the sum of all the touchpoints you have with your employer organization — which equals millions of touches.
     
    Why, then, have 40% of managers not even checked in on how their employees are doing during the pandemic?
     
    In this episode, I interview Gil Cohen, Founder at Employee Experience Design, about intentionality in crafting the employee experience.
     
    What we talked about:
     
    - How to design for the 8 aspects of employee wellness
     
    - Why employee experience starts before hiring process
     
    - How an investment in EX as an investment in your bottom line
     
    - Why intentionality matters in designing EX
     
    - Where the best place in your organization is to start an EX initiative
     
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

    • 45 min
    79. A 4-Part Framework for a Frictionless Experience w/ Anthony Coundouris

    79. A 4-Part Framework for a Frictionless Experience w/ Anthony Coundouris

    Customer experience shouldn’t be an afterthought. Unless you’ve intentionally built it into your organization’s core, you probably aren’t offering an especially frictionless customer experience.

    Wait, what’s so bad about friction?
     
    In this episode, I interview Anthony Coundouris, the founder of run_frictionless and author of run_frictionless, about removing friction by aligning 4 quadrants in your business.
     
    What we talked about:
     
    - How to reduce friction by designing to and operating from the four quadrants
     
    - Why you should ignore your competitors and focus on customer expiry
     
    - How to attract and hire people based on shared beliefs
     
    - Why 70% of buying decisions are based out of Q3 (Who We Are) and how to insulate yourself by inspiring irrational buying forces
     
    - How to uncover wild inconsistencies between what sales leaders think they’re selling and what’s actually for sale
     
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

    • 39 min

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