Join our presenters including Adam Dorrell, CEO at CustomerGauge, Dave Barber, Global Director of Customer Success, Ian Luck, and Cary Self at CustomerGauge as they dissect how some of the world’s top brands are leveraging their B2B and Channel Partner Customer Experience (we call this “Account Experience”) to create passionate advocates and drive significant revenue growth.
The Untapped Potential for CX in the Caribbean w/Roger Nicholas
Today Adam Dorrell chats with Roger Nicholas of Caribbean Based Cite-Up, which is a leading regional distribution and promotion company, giving real-time feedback on in-store product performance. The company covers 20 territories in the Caribbean, representing 180+ brands, in nearly 1000 outlets with nearly 6000 visits a month.
Roger is based in San Fernando, Trinidad & Tobago. He calls himself “the hunting dog” because of his deep experience in companies large and small. He is also a certified Net Promoter professional.
Adam is fascinated to learn the cultural differences - and Roger talks at length about how customer service in the Caribbean is different to the US or Europe. According to him, it’s initially less urgent - but way more friendly. There is an opportunity to deliver even better service, and with the mineral wealth of the country, and the highly educated workforce, he says this is a new frontier of growth.
And now Roger is starting a “Customer Experience movement” in Trinidad and Tobago - his vision is to bring the untapped potential of the country for happy business relations, and make the connection to sustainable revenue. His goal is to get the Caribbean to better CX as soon as possible.
The Prospect Experience Needs Disarming Honesty w/ Adam Clay @Tomorrow.io
Today Adam Dorrell speaks with Adam Clay, who takes us to upper stages of the sales funnel and talks about the prospect experience. Two Adams on a podcast is obviously better than one!
Adam Clay is Chief Revenue Officer for Tomorrow.io, where he leads the global sales and channels teams. He brings experience scaling revenue teams for growth-oriented SaaS organizations - Beyond Identity, Logz.io. Black Duck Software (acquired by Synopsys), Mendix (acquired by Siemens)
We often talk about Account Experience - which for most people sits in the post-sales stage. Adam encourages us to think about what happens before you even close a deal. Adam is passionate about this - he contends that most selling is NOT customer centric. In fact it can be an off-putting and terrible experience.
To make it work he talks about using Disarming Honesty and Self Deprecation. And this can be hard for salespeople. Few companies are disciplined in this.
Adam Clay maintains its better to qualify out opportunities that are not a good fit - it makes better use of everyone’s time. And that’s equally useful as an experience carrier.
If you are in sales or account management there is a lot to unpack in this episode. Adam Clays approach is calm and measured - it’s not just his content but his style that is good to learn from.
Don't forget to join us in Amsterdam September 13th-15th for Europe's biggest and most exciting VoC conference of the year! Fred Reichheld (inventor of NPS) will be headlining with a great supporting cast of brands with Heineken, Coca-Cola, SuperOffice, Briggs, WAJAX, etc.
The Resident Experience w/ Russell Markou of Quintain
In today’s podcast Russell Markou of Quintain Living talks to host Adam Dorrell about the growing area of CX - that of asking Resident Experience for private individuals and companies that rent living and working space.
He talks about “Home is where the heart is” - and how important the personal touch is to making sure residents are content - this impacts retaining the renter and making referrals.
Russell is Head of Operations at Quintain Living, the management and operations platform of Quintain’s Build to Rent business, effectively a platform that designs, manages, owns and operates homes for renters. Capturing Resident feedback based on Net Promoter is essential to the ongoing success of the brand.
He joined the Quintain business in 2015 as Head of Operations to support the growth of Quintain Living, the management and operations platform of Quintain’s Build to Rent business, effectively a platform that designs, manages, owns and operates homes for renters – BTR is a relatively new sector in UK, renters benefit from an elevated level of customer service along with well thought out designed homes with additional amenity spaces exclusively for Residents to enjoy.
Russell talks about how his previous roles in Radisson Blu and Hilton Hotels helped shape the service expectations for joining Quintain.
At Quintain, Russell oversees the operations for a portfolio of over 3,000 apartments across nine developments at Wembley Park. His original remit of 141 apartments in 2016 demonstrates the growth the business has achieved.
This is an interview that has a lot of insight into the new and growing business of build to rent, and shows how Account Experience is becoming mainstream in a number of segments.
Find out more about Quintain living. https://www.quintain.co.uk/quintainliving
In the Crisis of Disconnection, the solution is Customer Love with Maureen Burns
Today on the Account Experience Podcast (the intersection of b2b Account Management and Customer Experience) host Adam Dorrell talks with Maureen Burns, Senior Partner in Bain & Company's Boston office. She is a leader in Bain's Customer Strategy and Marketing Practice, advising clients on a range of issues including corporate strategy, customer experience transformation, especially with digital channels. And of course, implementing the Net Promoter System - in both b2c and b2c contexts.
Most interesting to listeners of this Podcast, she is a co-author of our book of the year, “Winning in purpose” together with Fred Reichheld.
She talks about how the book came about - how she was initially skeptical about “customer love”. Find out how she becomes a convert.
She gives her view on Earned Growth, and how it may (or may not) become an accounting standard. The difference in b2b vs b2c Net Promoter programs. And talks about how in the race to provide digital experience, companies can find themselves in a Crisis of Disconnection. The solution? Love.
Not only is Maureen a leader in the Net Promoter movement, but she is also entertaining to listen to - in fact, we need to get her back when we do our deep dive into Winning on Purpose!
Breaking Glass: Getting from 6 to 60 NPS in Two Years With Martin Troughton, Safestyle
On this episode, Adam Dorrell’s guest is Martin Troughton, Marketing Director, of Safestyle PLC, the UK market leader in replacement windows and doors.
Martin describes his career as “triple-glazed” - and his story is impressive - from starting measuring NPS consistently just over two years ago in the business they have worked on improving customer experiences and improving their score. The rise is from NPS of 6 to where it’s hovering now in the 50s and 60s.
The learnings were sometimes simple: Martin explains that even where the installers park their vans has an impact on the score. And providing extra sets of keys was also an improvement point.
The most powerful section is when he opens up about a recent cyber attack. The Net Promoter score was sensitive enough to track the outage time period - and after they recovered, the NPS bounced back in a short period.
And for trivia fans, you get to find out which company is the biggest buyer of dust sheets in the UK.
As an ex-ad-man, Martin is a hugely entertaining guest. And it’s a wonderful story of how the small things make a difference to the experience.
Martin made some Book Recommendations (titles published in the last year) and we list them here:
‘Can’t sell won’t sell’ by Steve Harrison. Subtitled “why adland has stopped selling and started saving the world”
‘Go Luck Yourself’ by Andy Nairn. The book points to lessons in luck and really how to make your own. Well written, practical and insightful.
‘The Curious Rise of Alex Lazarus’ by Adam Leigh (a credible candidate for the nicest man in advertising). It’s the story of a 90’s dotcom start up and the behind the scenes rivalry when money and success are involved.
The Bombman’ by Andy Green - written as a tribute to his father who was in bomb disposal in Ireland during the troubles. A great adventure story with genuine insight into the personality and rivalry of bomb maker vs bomb disposal technician.
“Your NPS has gone up—So Freakin’ what?” with Jamie Thorpe of IPSOS
Today host Adam Dorrell talks to the outspoken recent winner of a CX Star award, which recognises excellence in industry professionals. He’s the guy that coined the phrase “the So-What of CX”.
His name is Jamie Thorpe, and he’s been in CX for more than 20 years. The majority of his career has been spent in Client Success/Service previously holding two board-level positions and is now Head of Experience Management at Ipsos. Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services, and Delivery. He is an industry-recognized CX leader in the UK. His in-depth CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.
Jamie talks on the podcast about the 4 key things a CX program needs to do:
Reward (as in “what’s in it for me?”)
And if you can’t do that, you have that “So What?” moment.
A key stat from Jamie is that 86% of people will pay more for a better experience - 20 to 25% more. Jamie explains how this is built into the Ipsos Roxy Model - the Return on CX Measurement.
Crucially Jamie talks about how democratizing is critical - “Show me a 50 slide deck that's thrown out to 1000 senior leaders and then wonder why no one reads it - because you've got to tell stories, think about videos, infographics, create creative ways that are going to grab people's attention.”
This episode contains some strong language. And two Brits, so it’s quite fruity. You have been warned!
I’ve been looking for this exact podcast
First off, I’m in the experience space and I‘ve listened to a lot of podcasts on experience over the years. And I wish this podcast existed 3 years ago so I could have saved some time. I love the tactical tips and the info that’s catered to B2B, it’s flat out awesome. Highly recommend!