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

The Customer Experience Podcast BombBomb

    • Business
    • 4.9 • 63 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 support, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.

    107. Improving Retention (From the First Hello) w/ Gowri Ramkumar

    107. Improving Retention (From the First Hello) w/ Gowri Ramkumar

    Customer retention has always been important, but nowadays it feels absolutely vital. Trust, honesty, and relationship are the 3 broad categories of customer retention — but how to boil them down into actionable tenets?
     
    In this episode, I interview Gowri Ramkumar, Customer Relationship Manager at Document360, about her guiding philosophy for customer support.
     
    Gowri and I talk about…
     
    - The relationship between customer experience & customer success
     
    - How sales teams should act like doctors
     
    - How honesty is required at every single level of communication
     
    - How trust comes first
     
    Check out this resource we mentioned during the podcast:
     
    - Gowri’s podcast is Knowledgebase Ninjas
     
    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.

    • 40 min
    106. The Magic of Creating Memories at Specific Moments w/ Jeff Kaylor

    106. The Magic of Creating Memories at Specific Moments w/ Jeff Kaylor

    How can I make people feel like the experience is just for them?
     
    You’d think this question pertains to customer experience — and it does — but it originated from a Magic Moments mindset. As in, actual stage magic.
     
    In this episode, I interview Jeff Kaylor, Fortune 500 Keynote Speaker at JeffKaylor.com and Cofounder at the Magic Estate, about how to bring wonder back into customer experience.
     
    What we talked about:
     
    - Deliberately creating wonder
     
    - Planning customer experience by anticipating memory
     
    - An unforgettable magician is someone fully present
     
    - The magic moments mindset
     
    Check out this resources we mentioned during the podcast:
     
    - Jeff’s forthcoming book is called “Create Magic: Transforming Your Everyday Interactions Into Magical Moments”
     
    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.

    • 40 min
    105. From Cornflakes to Customer Experience, It’s All About Brand w/ Susan Meier

    105. From Cornflakes to Customer Experience, It’s All About Brand w/ Susan Meier

    It’s not just a box of cornflakes. It reflects something about you as a parent far beyond ingredients, taste, and health benefits. 
     
    How does your breakfast cereal make you feel about yourself?
     
    In this episode, I interview Susan Meier, Founder and Principal at Susan Meier Studio, about creativity and brand strategy:
     
    Susan & I discuss:
     
    - The relationship between brand and customer experience
     
    - What people are really afraid of about creativity
     
    - The pervasive contempt of design as a waste of time
     
    - The Venn diagram of customer research and customer needs
     
    Check out these resources we mentioned during the podcast:
     
    - Electrifyyourwork.com
     
    - Patagonia
     
    - Doximity
     
    - Tony Petito, Singapore Repertory Theatre (& the email)
     
    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.

    • 50 min
    104. Differentiating Far Beyond Product, Features, or Price w/ Stacy Sherman

    104. Differentiating Far Beyond Product, Features, or Price w/ Stacy Sherman

    You need to acknowledge that employee experience (i.e. happiness) is a bridge to customer experience.
     
    In this episode, I interview Stacy Sherman, the Head of Customer Experience & Employee Engagement at Schindler Elevator and the Founder at DoingCXRight, about the EX/CX intersection. 
     
    Stacy and I chatted about:
     
    - The role of video in EX and CX communication (one of my favorite topics)
     
    - The heart and science approach to interest in CX
     
    - Why Stacy spends nights and weekends on elevating the customer-centric culture 
     
    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.

    • 46 min
    103. Building Relationships With Your Customers’ Customers w/ James Lloyd

    103. Building Relationships With Your Customers’ Customers w/ James Lloyd

    Two sets of customers don’t equal just two customer experiences. Customer experiences are myriad — especially in B2B healthcare technology, where your customers can grow 5x in a month.
     
    In this episode, I interview James Lloyd, Co-Founder and CTO at Redox, about serving both his customers (healthcare software vendors) and his customers’ customers (health systems).
     
    James talked with me about:
     
    - Managing multiple user experiences
     
    - What healthcare can learn from other markets & vice versa
     
    - The wild & mysterious world of telehealth
     
    - What is the cynefin framework, anyway?
     
    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.

    • 37 min
    102. Using Suggestion to Sell Decisions & Good Feelings w/ Paul Ross

    102. Using Suggestion to Sell Decisions & Good Feelings w/ Paul Ross

    You may think you’re selling products or services, but you aren’t. You’re actually selling decisions — and good feelings about decisions.
     
    In this episode, I interview Master Hypnotist Paul Ross, CEO and Head Trainer at Subtle Words That Sell, about how to master selling using the power of language.
     
    Paul shared about:
     
    - How to imply a mutual relationship in your first sentence
     
    - Being crafty and sincere at the same time
     
    - The power of counterexamples in helping reframe a situation
     
    - 3 things that neuro-linguistic programming (NLP) does
     
    Check out these resources we mentioned during the podcast:
     
    - Paul’s book: Subtle Words That Sell
     
    - Paul will teach you to destroy your prospect’s objections
     
    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.

    • 42 min

Customer Reviews

4.9 out of 5
63 Ratings

63 Ratings

justanothercasper ,

It’s all about being more human

I’ve seen B2B sales and service go through a massive transformation over the past 20 years. And I believe BombBomb has been a leader in that shift.

Fantastic insights and guidance on how to set your company apart by delivering a personalized and meaningful customer experience.

Stacy Sherman-DoingCXRight®‬ ,

BombBomb fan- Podcast Guest

I am a fan of the Customer Experience podcast (not just because I got to be a speaker/guest on the show). The CX conversations are enlightening and thought provoking. I'm also a fan of the Bombbomb video platform too. There’s not enough white space here to list all the reasons why. Listen. Learn. And, as I always say…make sure you are DoingCXRight®‬❣️

Joe2bobb ,

An honor and a pleasure!

Thank you Ethan and team for the opportunity to be a guest on your show! And thank you as well for the excellent coverage and promotion of the episode on social media and elsewhere. I appreciate the superb content and guests on all your shows - the subject matter is especially timely in 2020. You’re providing a valuable service for the business community. Keep up the good work !

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