Heart of Business offers a behind-the-scenes look at the greatest teams in business and sheds light on the inspiring ways they connect with their customers.
In every episode, we’ll speak to a leader whose team has gone the extra mile to connect with customers and serve them in really meaningful ways. We’re talking about the things that don’t always make the most business sense in the short term, the things that may even seem downright radical, but to customers, they matter. Because those moments when teams and customers connect in meaningful ways are the heart of your business. That’s when your team is motivated and engaged in their work, and for your customers, it’s those personal, human experiences that make them loyal to your company and brand for life.
Heart of Business is a Front Page production. Brought to you by Front, the leader in Customer Communication, Front Page is the trusted resource for leaders who believe in the impact of meaningful connections with customers. You can find more inspiring stories at frontapp.com/blog or on Twitter @frontapp. And don’t forget to hit subscribe so you never miss an episode of Heart of Business.
How TripActions built the ‘best experience in business travel’ — without travel
LB and AK miss traveling so much, they're even looking forward to business travel. A redeye flight out of SFO sounds pretty nice to a cooped-up former jet-setter. But what if your business model is business travel? You're even more eager for people to get back on the road. In episode three, AK chats with TripActions CMO Meagen Eisenberg about her company's journey through the pandemic. In response to business travel grinding to a halt last spring, they took some pretty unprecedented steps to keep and grow customer relationships. They even went so far as to meet with some customers on a daily basis. If you're in customer success, you're probably wondering how that's even possible. Time to give this interview a listen!
You'll also get a deep dive on LB's best-practice strategy for new year's resolutions and how you can use it to inform your yearly goal setting. Plus, Heartbeats is back and we'll tell you how you can take a personally guided tour of the Andes from the comfort of your home as we run down the good news coming out of the business world.
Gainsight's CEO on the conference that launched the customer success movement
In episode two, AK catches up with his former boss, Nick Mehta, CEO of Gainsight. They talk about how Gainsight hitched its fate not to a technology or a trend, but to its customers, and went all in on creating a community for them with the Pulse Conference. This interview was recorded before the announcement that Vista Equity Partners would be making a majority investment in Gainsight, valuing the company at $1.1B. But AK and LB discuss the role the Pulse movement played in helping the company reach this pivotal moment.
AK and LB also discuss some good news from Airbnb and Beautycounter, as well as recent public and private market movements that validate the importance of investing in your customer relationships.
How Snaptravel found purpose and profitability in a pandemic
In the inaugural episode, AK speaks with Ally Bashir, Head of Customer Experience at Snaptravel about how her team delivered amazing customer experience, found a new sense of purpose, and helped the company reach profitability -- all amidst the COVID-19 pandemic.
The interview was based on details shared in https://www.fastcompany.com/90528345/how-this-travel-startup-became-profitable-during-the-pandemic (Fast Company) and on https://medium.com/snaptravel/from-burning-millions-to-profitability-and-back-to-growth-in-60-days-b1702cd2631c (Medium).
AK and LB also discuss #somegoodnews in business this week, including stories from https://www.theverge.com/21440183/tiktok-small-local-business-landscaping-beekeeping-home-renovation (TikTok) and https://www.usatoday.com/story/travel/2020/11/28/disney-world-donates-20-000-wishing-well-coins-homeless-charity/6449441002/ (Disney World), and pay tribute to former Zappos CEO Tony Hsieh, who was an inspiration to anyone interested in the links between happy customers, happy employees, and long-term business success.
Heart of Business
Listen to our trailer for an introduction to Heart of Business, a Front Page production by Front.
Introducing Heart of Business
Who are the greatest teams in business and how are they connecting with their customers in inspiring ways? Check out season 1 of Heart of Business to hear their stories.
Customer ReviewsSee All
Fantastic content and amazing people!
This podcast is a great listen! Down to earth leaders who know what they’re talking about. Highly recommend!
A great resource