Next in Queue Rob Dwyer

WKRP in Cincinnati was a sitcom that ran from 1978 to 1982. It was a show that really focused on the relationships between the main characters on the show, all employees of a struggling AM radio station in Cincinnati that switches its format to playing rock music to stay afloat. The theme song you just heard contains the lyrics, “Baby, if you’ve ever wondered, wondered what ever became of me.” In the world of B2B, I’m sure there are a lot of customers thinking the same thing about their vendors.


Sandy Yu is an advocate for Customer-Led Growth, a strategy that focuses on driving additional revenue and customer loyalty by focusing on your current customers rather than on new customer acquisitions. Her Customer Growth Framework is designed to increase Net Revenue Retention, drive more referrals from customer advocates, and motivate teams to deliver value. By focusing on your customers, hopefully, they won’t be singing, “Just maybe think of me once in a while.”


We discuss:
• How Customer-Led Growth differs from other growth strategies
• Why Customer-Led Growth focuses on value
• How Customer-Led Growth generates additional revenue
• Tactics for deepening customer relationships
• Long-term impacts of deeper customer relationships
• The most important radio station to customers (it’s not WKRP)
• How automation fits into Customer-Led Growth
• How Advisory Boards can drive customer relationships


Connect with Sandy on LinkedIn – https://www.linkedin.com/in/sandysyu/


Revenue CCO – https://revenuecco.com/


Music courtesy of Big Red Horse – https://bigredhorseband.com/


Brought to you by Happitu – https://happitu.com/


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Hit songs sometimes take a long path to recognition. Perhaps you recognize this song as a hit by The Clash. Their 1979 punk cover version reached #24 on the Irish Singles Chart and has since appeared in blockbuster movies and video games. But the song was written by Sonny Curtis in 1958. The following year, he took over guitar for Buddy Holly in the Crickets and they recorded the song. It received very little airplay. Then, in 1965, The Bobby Fuller Four recorded this version of the song and in 1966, it hit #9 on the US Billboard Hot 100.

The law, it seems, can also sometimes take a long path to recognition. In 2008, the Illinois legislature passed a law known as Biometric Information Privacy Act (BIPA). It wasn’t until 2022 that a case involving BIPA ever went to trial. It resulted in $228 million in damages against railway operator BNSF. Since then, over 100 cases have been filed. White Castle, purveyor of late-night sliders and favorite of Harold and Kumar, could be on the hook for over $17 billion in damages! After 15 years on the books, what’s changed? Attorney, Outsourcing Advisor, and AI enthusiast, John Walter joins to discuss how the use of AI has turned BIPA into a surprise hit for litigators.

We discuss:
• How John became aware of BIPA
• Background on BIPA
• How the statute of limitations works for BIPA violations
• Why Customer Support organizations should be aware of BIPA
• How Voiceprints are regarded by BIPA
• How companies may be opening themselves up to BIPA lawsuits
• What to do if you’re concerned about the impact of BIPA on your business

Connect with John on LinkedIn – https://www.linkedin.com/in/jowalter/

ZMAXINC – https://www.zmaxinc.com/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

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Everlast gained fame as the lead vocalist of the Irish-influenced hip-hop group House of Pain in the early 90s with their infectious hit, Jump Around. But by 1998, House of Pain had disbanded and Everlast, now nearly 30, took on a new persona for his solo career – Whitey Ford. His first hit single, What It’s Like, was more than just a musical departure from the up-tempo rock/rap anthems of his youth - it was a lesson in empathy.


Dr. Natalie Petouhoff believes business leaders often don’t know “What It’s Like” for employees and customers to experience their brand. She co-authored Empathy in Action with Tony Bates, a book that teaches how empathy-based business criteria can transform customer and employee experiences, galvanize trust and loyalty, and drive better business results.


We discuss:
• The biggest misconception about empathy
• What customers really want
• How empathy transforms business practices
• The two most critical missing measures on the P&L statement
• How the pandemic changed the workforce forever
• How emotional connections affect brand service recovery efforts
• The economics of Customer and Employee Experience
• The surprising relationship between empathy and efficiency
• How generational differences impact the workforce zeitgeist


Connect with Dr. Natalie on LinkedIn – https://www.linkedin.com/in/drnataliepetouhoff/


Empathy in Action – https://empathyinactionbook.com/


Music courtesy of Big Red Horse – https://bigredhorseband.com/


Brought to you by Happitu – https://happitu.com/


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In 1986’s Odd Jobs, Max (played by Paul Reiser) gets his feet wet in the moving business while partnered with a veteran of the industry, Wylie. In this scene, his very first day on the job, Wylie makes it clear that this partnership is more of a dictatorship. After realizing the only moving company option, which is also mob-owned, provides horrendous service, Max and three friends see an opportunity to start their own moving company. Eighties hilarity ensues.

Ron Holt also saw an opportunity to disrupt the moving business using some of the same strategies he used to grow a successful home cleaning franchise. So he sold the business he spent 20 years building and embarked on a new journey to start “the world’s first happy moving company.” If you ask Ron what the most important word in the moving business is, he’d probably say, “culture.”

We discuss:
• The missing ingredient for a successful business that Ron was missing
• How customer feedback changed employee behavior
• The one metric that worried Ron while business was booming
• What prompted him to get into the moving business
• How to go beyond what customers think they want
• The nexus of the Pink Zebra name
• How Ron creates employee buy-in to the Pink Zebra culture
• How Pink Zebra stands out from the competition

Connect with Ron on LinkedIn – https://www.linkedin.com/in/ronholtfranchise/

Pink Zebra Moving – https://pinkzebramoving.com/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

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Taking a new product to market is rarely easy. Just ask Walter White. Our role in that is often unpredictable. Afterall, Walter was a chemistry teacher before his entrepreneurial escapades on Breaking Bad. He had to learn a lot of new skills to become successful in an entirely different industry.

Jan Young got her start in tech before the dot com bubble burst as a project manager. After moving from New York to Los Angeles, she had stints in marketing, sales and account management, product management, customer success, and go-to-market strategy consulting. Today, she’s focused on helping Customer Success leaders excel in their current role and learn the skills to move into executive roles.

We discuss:
• A shocking admission of guilt from Jan
• How Customer Success impacts the Go-To-Market function
• How the freemium model can lead to easier enterprise procurement
• The importance of culture design by founders of companies
• How Customer Success is involved in Change Management
• How Customer Success drives Land and Expand for subscription models
• The most critical skills for Customer Success professionals

Connect with Jan on LinkedIn – https://www.linkedin.com/in/jan-young-cx/

Jan Young CX – https://www.janyoungcx.com/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

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While golf fashion is significantly more toned down these days, it was once a world filled with loud prints and wild colors.  And perhaps no character personified loud and wild in the golf world quite like Rodney Dangerfield’s character in 1980’s classic film, Caddyshack.  In this scene, after making fun of a particular trilby in a golf shop, he sees Ted Knight’s character wearing the exact same hat.

No stranger to golf or brightly colored clothes and hats, Nate Brown blossomed when he found the right community – a community that accepted him for what he was, supported him, and allowed him to be comfortable in his own skin.  When he was in need of a professional
community of CX pros who would do the same thing, he couldn’t quite find it.  So, he created it.  The CX Accelerator Slack Community now boasts thousands of members sharing insights and mentoring each other. 

And as for Nate’s hat selection, and I say this without sarcasm, they truly look good on him.

On this week’s bonus episode, Nate and I discuss:

·        How the right communities helped Nate becoming the outgoing person he is today

·        The nexus of CX Accelerator

·        What is Customer Experience and how do you show the ROI of CX work?

·        What Customer Service professionals can learn from Customer Success

·        How the mission of CX Accelerator impacts its members

·        Nate’s 3 layers of community

·        3 books from Nate’s personal library

·       The genesis of Nate’s fun and exciting wardrobe



Connect with Nate on LinkedIn – https://www.linkedin.com/in/cxaccelerator/



CX Accelerator – https://www.cxaccelerator.com/



Music courtesy of Big Red Horse – https://bigredhorseband.com/



Brought to you by Happitu – https://happitu.com/


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