The Account Experience Podcast CustomerGauge

This week Adam Dorrell sits down with CustomerGauge client Lucas Mistelske, Vice President of Client Experience at Involta.
Involta is an enterprise-class IT infrastructure partner that provides advanced colocation, hybrid cloud solutions, superior data center experiences, and connectivity with first-class fiber.
Lucas has led the deployment of Involta’s Managed Infrastructure Services offering and spearheaded their Net Promoter Score program.
In this episode, Adam dives into the value NPS brings to Involta, the mechanics within the program, and what Lucas has learned throughout the process.
You won't want to miss this conversation if you're a mid-market to enterprise company looking to scale your customer experience.

Anna-Maija Tanninen is a female entrepreneur who started CX Agency in Helsinki, Finland. CX Agency helps B2B companies successfully develop and lead customer-centric changes through services like customer experience strategy to business design.
Previously she was a partner at Futurelab and a management consultant with Accenture and elevator company Kone.
To use a terrible pun, Anna-Maija can LIFT all your programs. 
In this episode, she talks about culture: “To understand if we truly are customer-centric, we cannot observe culture from the corporate level only. We should have ways to experience the culture from the frontline, as well.”
You won't want to miss Anna-Maija's insights on “Silent Information” and her top three tips for B2B CX.

To heat things up with the first episode of the New Year, Host Adam Dorrell welcomes Nick Wood, the Global Marketing Director at Teledyne Gas and Flame Detection; a division of Teledyne Technologies Inc.
Teledyne is coming up on its 75th birthday, marking almost 100 years of providing reliable customer experiences to its long-standing customers.
Adam and Nick dive into why the business made the turn towards a structured strategy (hint: it's all about the data), the importance of closing the loop on feedback, and Nick's lightbulb moments he's had throughout his career that have led to long-term CX success.

The pint is making its way west, and Americans are now beginning to understand why it's been a staple across the pond.
During this quick episode, Nigel Tordoff, Chairman of the CPG Experience Council, joins Adam Dorrell to walk through the article "Americans are discovering the joy of a true pint of beer" in The Economist.
Why is this a trend in the market? How might a trend like this affect the convenience store? What might be driving this new experience?
Join Adam and Nigel as they break down this market shift through a customer experience lens.

When we care, it makes all the difference.
Adam Dorrell, CEO & Co-Founder of CustomerGauge, sits down again with Nigel Tordoff, Chairman of the CPG Experience Council, to consider the ways customer experience can grow a business. 
Nigel kicks off this episode by sharing his 'CX Hypothesis' on what he thinks is the best approach for reaching customers and making an impact.
Adam and Nigel dive into testing the hypothesis through an Airline Industry example along with discussing the four groups of people businesses generally have to please + just HOW many people make up each.
If you've been following along with the CPG Experience Council podcast series, this is a fantastic topic to end on.
 

It's all about surpassing customer expectations.
Back for the fourth CPG Experience Council-edition episode, Nigel Tordoff joins Adam Dorrell to explore CX drivers and what leads to Promoters, Detractors, and Passives. 
What happens once you have a happy customer? What is the consequence of not taking the proper action on an upset customer? 
The two take a deep dive into Net Promoter Score (NPS), the pitfalls everyone should avoid when leveraging NPS, and how to close the loop reactively and proactively.