240 episodes

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 service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.

The Customer Experience Podcast Ethan at BombBomb

    • Business
    • 5.0 • 103 Ratings

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 service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.

    239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berry

    239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berry

    In this episode, we delve into the meaning and importance of customer experience, and how it fits into the larger picture of sales strategy. We also discuss the unique approach of selling a person rather than a product, and the role of trust and confidence in building successful business partnerships.
    We explore the world of customer experience with Shannan Berry, Vice President of CX and Sales Strategy at TitleOne. Shannan has been with the company for nearly a decade and in this role for just under a year, and brings a wealth of knowledge and experience to the table.
    Shannan shares her insights on:

    How the company culture at TitleOne serves as a strategic anchor for the businessHow can you practically and operationally make employees happy?Why solution-oriented thinking is so effective at building better customer experiencesHow thinking like your customer results in exceptional customer experiencesWhat the benefits of having an incredible customer experience in your sales strategy are
    More information about Shannan and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/shannan-berry-09148326/Company Website: https://www.titleonecorp.com/
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    • 57 min
    238. Start With “What” to Create Clarity w/ Ann Latham

    238. Start With “What” to Create Clarity w/ Ann Latham

    The power of clarity represents your greatest untapped opportunity for achieving greater results with increased confidence and commitment — this is the message of today’s guest in her book, The Power of Clarity. She’s also the author of Uncommon Meetings, The Disconnect Principle, and The Clarity Papers.
    This episode features Ann Latham, President of Uncommon Clarity. She’s on a mission to fight the disclarity that erodes our productivity and performance and that of our team members. As President of Uncommon Clarity, she’s helped clients in more than 40 industries from large corporations like Boeing and Medtronic to nonprofits like PBS and the United Way.
    In this episode, Ann and Ethan discuss:

    Why the emotional component of customer experience is so importantHow clarity factors into a positive or negative customer experienceWhat is a specific definition of clarity and dis-clarity?How cognitive load specific movements can help boost productivityHow specificity, process, focus and clarity work together
    More information about Ann and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/annlathamuncommonclarity/Company Website: https://www.uncommonclarity.com/Relevant Links:Check out Ann’s Books here: https://www.amazon.com/stores/Ann-Latham/author/B004VSGMT0?ref=ap_rdr&store_ref=ap_rdr&isDramIntegrated=true&shoppingPortalEnabled=truehttps://disconnectprinciple.com/https://annlatham.com/
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    • 53 min
    237. How to Turn Your Customers Into Lifelong Advocates w/ Brittany Hodak

    237. How to Turn Your Customers Into Lifelong Advocates w/ Brittany Hodak

    Creating superfan customers should be a top priority for every businessperson and every brand today … but superfans can’t be bought - they can only be created. And they’re created at the intersection of your story - and every customer’s story.
    These are some of the key themes in a highly recommended new read,Creating Superfans: How to Turn Your Customers Into Lifelong Advocates. Today’s guest is the author of this book and she was a guest on this show on Episode 120We’re releasing this episode on her book’s publication date! Jan 10, 2023
    This episode covers:

    Why you need a Chief Customer Officer or Chief Experience OfficerWhere does brand overlap with customer experience?What becomes relevant when price is irrelevant?What Drives the Experience Economy?How to break down the S.U.P.E.R Acronym
    More information about Brittany and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/brittanyhodak/Company Website: https://brittanyhodak.com/Get Brittany’s Book Here: https://www.amazon.com/Creating-Superfans-Five-Step-Multiplying-Reputation/dp/1774580780/ref=tmm_hrd_swatch_0?_encoding=UTF8&qid=1671576078&sr=8-1
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    • 53 min
    236. The EX Takes Mixtape: 12 Employee Experience Insights

    236. The EX Takes Mixtape: 12 Employee Experience Insights

    To celebrate 200 episodes of the podcast, we created the EX Takes Mixtape - 12 top employee experience moments from episodes 101-199.
    Hear EX-themed highlights with these guests of The Customer Experience Podcast:Stacy Sherman, VP of Agent and Customer Experience at LiveopsBrittany Hodak, Keynote Speaker, Author, and Superfan StrategistElizabeth Dixon, Speaker on Strategy, Innovation, and CX; Principal Lead of Strategy, Hospitality, & Service Design at Chick-fil-AMark Schaefer, Speaker and Author of Marketing RebellionSue Woodard, Speaker and Mortgage and FinTech EvangelistShep Hyken, Customer Service and Customer Experience ExpertLisa Earle McLeod, Speaker and Author of Selling with Noble PurposeAndrea Morter, VP of Sales Ops at Get BeyondJohn Belizaire, CEO at Soluna Computing; Founder and Managing Editor at CEO PlaybookKristie Ornelas, VP of Customer Experience Marketing and Communications at CiscoErnest Owusu, Senior Director of Sales Development at 6senseJacco van der Kooij, Founder at Winning by Design
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    • 39 min
    235. The Epic Takes Mixtape: 10 Human-Centered Insights

    235. The Epic Takes Mixtape: 10 Human-Centered Insights

    To celebrate the first 100 episodes of the podcast, I created the Epic Takes Mixtape - 10 human-centered and human-first moments.
    I watched every video clip from the first 99 episodes and selected 10 that I thought were transcendent. They reach beyond the day-to-day and speak to our humanity, our goals, and our dreams.
    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 10 amazing clips about being a better human.
    In this episode, you’ll hear from these 10 guests:
    Joey Coleman, author of Never Lose a Customer AgainDavid Cancel, founder and CEO of DriftLevi Ayriss, VP of Northwest Field Operations at Dutch Bros CoffeePaula Hayes, founder, President, and CEO of Hue Noir CosmeticsMat Sweezey, Director of Market Strategy at SalesforceGil Cohen, Founder of Employee Experience DesignRachel Ostrander, Director of Runner Experience at Brooks RunningSangram Vajre, cofounder and Chief Evangelist at TerminusDarin Dawson, cofounder and President at BombBombTodd Hockenberry, sales consultant, advisor, and coach at Top Line Results and coauthor of Inbound Organization
    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.

    • 33 min
    234. Building Your Brand Through Trust Signals w/ Scott Baradell

    234. Building Your Brand Through Trust Signals w/ Scott Baradell

    “What PR clients are really seeking is credibility. They are seeking authority. They are seeking third-party validation. Ultimately, they are seeking one thing above all else: Trust. Brands need to be trusted in the marketplace, or they won’t be able to grow.”
    That quote comes from the intro of a new book titled TRUST Signals: Brand Building in a Post-Truth World
    The author of that book and our guest today is Scott Baradell, CEO of Idea Grove, a public relations and marketing firm focused on B2B technology that’s landed on the Inc 5000 list of America’s fastest growing private companies three times and was named one of Inc’s Best Workplaces the past two years in a row.
    In this conversation, Scott shares his insights on:
    What is post-truth?What is the relationship between buyer persona personas and trust profiles?How to build brand trust in today’s business environmentWhat is a trust profile and why is it relevant?Why you need to tie your brand story into a single narrative?
    More information about Scott and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/baradell/Company Website: https://www.ideagrove.com/Other Relevant Links:Check Out Scott’s Book Here: https://www.amazon.com/Trust-Signals-Brand-Building-Post-Truth/dp/1544527829https://www.trustsignals.com/

    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    • 52 min

Customer Reviews

5.0 out of 5
103 Ratings

103 Ratings

Shannan Berry ,

Defining Customer Experience

I have been lucky enough to not only be a listener of this podcast, but able to speak to the customer experience platform as well.
This podcast dives deep in the different areas of the customer experience and defines it from the perspective of different businesses as well.
This is an engaging podcast with people who are passionate about ways to enhance the customer experience and elevate what we do every day.
Great host with intriguing guests and a lot of really helpful tips and tools to help in your everyday business.

kevnichols76 ,

Professional Development Made Easy

I can’t get enough of the show. Each episode unlocks great new ideas and concepts and helps build the vocabulary and momentum toward CX! Well done to Ethan and all the guests.

Facqt Media ,

Overall great show!

Ethan's a great host. I like how natural he is, together with his guests, they give great insights about the industry and they have the most entertaining and inspiring stories. This podcast is great at providing real insights that are attainable and tangible!

Top Podcasts In Business

Erika Kullberg
Ramsey Network
Freakonomics Network & Zachary Crockett
NPR
Jocko DEFCOR Network
Andy Frisella #100to0

You Might Also Like

Walker Information
John Maxwell
LinkedIn
Patrick Lencioni
Tim & Julie Harris - Real Estate Coaches
Garrett Frey and Matt Bonelli