232 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 • 101 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.

    231. Tracing Every Relationship Back to One Relationship w/ Matt Beckwith

    231. Tracing Every Relationship Back to One Relationship w/ Matt Beckwith

    Evolving from outbound telemarketer to EVP of Sales and business coach, integrating tools and tech stacks through a merger of two companies, tracing every relationship back to one relationship are a few places we’ll go today with the Executive Vice President of OVM Financial, now powered by Annie Mac Home Mortgage
    For multiple years in a row, OVM has earned a spot on the Inc 5000 list of the fastest-growing private companies in America.
    And for several years straight, our guest Matt Beckwith has been recognized as one of the Top Mortgage Loan Originators in the country by Scotsman Guide - one of if not the most authoritative voices in the space. He’s also the host of the “Winning with Beckwith Podcast.” In this conversation we cover:
    How to communicate effectively during times of change
    Why humility is key in effective communication
    How one relationship can be the key to unlocking incredible opportunities
    What you can do to find the right team of people around you
    What Matt’s Plan is with Season 2 of his podcast: “Winning With Beckwith”


    More information about Matt and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/mattbeckwithlending/
    Company Website: https://www.ovmfinancial.com/
    Other Relevant Links: Matt’s Podcast: https://podcasts.apple.com/us/podcast/winning-with-beckwith/id1586835356


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

    • 47 min
    230. Sales As The Science of Service w/ Todd Caponi

    230. Sales As The Science of Service w/ Todd Caponi

    “Certain words are used in business so thoughtlessly that they have become devoid of meaning: Authentic. Real. Transparent. And there is no one I trust more to rescue them than Todd Caponi.”
    Those words are from Ethan Zoubek, CRO at Atari. And he shared these words about a fantastic book titled “The Transparent Sales Leader: How the Power of Sincerity, Science, and Structure Can Transform Your Sales Team’s Results”
    It’s the second book by today’s guest - Todd Caponi. We talked about his first book, The Transparency Sale, here on the podcast back on Episode 90: “Why Transparency Sells Better Than Perfection”
    Todd is an author - as well as an advisor, speaker, workshop leader, and sales historian - who built his career in sales leadership roles at companies like SAP, Exact Target, and Power Reviews.
    Todd’s back on the show to talk about:
    When the science of sales began to emerge
    Why successful sales leadership is like the ultimate team sport
    How the power of sincerity, science, and structure can transform your sales team’s results
    How digital pollution and noise impact today’s sales cycle
    Where in the sales process can you set consistent and transparent expectations 


    More information about Todd and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/toddcaponi/
    Company Website: https://toddcaponi.com/
    Todd’s Website: https://www.toddcaponi.com/
    Check out Todd’s books below:The Transparency Sale:https://www.amazon.com/gp/product/B07KFPQD76/ref=dbs_a_def_rwt_bibl_vppi_i0

    The Transparent Sales Leaderhttps://www.amazon.com/gp/product/B0B23DZHFR/ref=dbs_a_def_rwt_bibl_vppi_i1 




    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
    229. Factoring Human Emotions Into Data-Informed Decisions w/ Vaishali Dialani

    229. Factoring Human Emotions Into Data-Informed Decisions w/ Vaishali Dialani

    CX isn’t just a feel-good function - even if feelings are its foundation. We invest in customer experience to improve business outcomes. This includes lowering the cost of acquisition, improving activation and engagement, increasing retention and expansion and more.
    In short: we invest in CX to grow revenue.
    This episode's guest is Vaishali Dialani, Customer Experience Analyst at Konabos Consulting. She is a Customer Experience Analyst that helps increase said revenue by working at the intersection of CX professional and business analyst. The takes a cross functional approach to CX because it applies to multiple teams in her company and avoids viewing CX as a standalone function.
    This episode covers:
    How should you install a CX function if there isn’t already one in place?
    What is an effective way to collect qualitative customer feedback?
    How do we mix human emotions into the data mix?
    What are a few themes or trends in customer experience right now?
    What are some companies that are effectively utilizing customer personalization? 


    More information about Vaishali and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/vaishalidialani/
    Company Website: https://www.linkedin.com/company/konabos/ 


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

    • 47 min
    228. Designing Digital Experiences to Engage Human Emotions w/ Dan Hill

    228. Designing Digital Experiences to Engage Human Emotions w/ Dan Hill

    Two currencies drive the economy - our dollars and our emotions. What we feel always drives our behavior. That’s because more than 95% of our mental activity is sensory and emotive - NOT rational
    So we must put a renewed focus on Emotional Intelligence in a business framework. Not only is it important to brush up on the basics but be willing to delve deeper into and work on your EQ.
    This episode features Ethan’s conversation with Dan Hill, President at Sensory Logic. Dan is featured in Chapter 4 of our Wall Street Journal bestseller Human-Centered Communication. He’s also the podcast host of Dan Hill’s EQ Spotlight and the author of ten books including Emotionomics and its new, updated version Emotionomics 2.0: The Emotional Dynamics Underlying Key Business Goals
    On this, his third appearance of the CX Podcast, he talks about:
    How common is a depth of expertise in facial coding in areas such as politics, business, sports, etc?
    What is a functional definition of Emotional Intelligence?
    Why is Emotional Intelligence so Important?
    What are some best practices for folks that are engaging people in a sensory and emotional manner in digital experiences?
    What are some of the cultural contextual changes that have happened since his book: Emotionomics?   


    More information about Dan and today’s topics:
    LinkedIn Profile:https://www.linkedin.com/in/dan-hill-emotionswizard/
    Company Website: https://www.sensorylogic.com/
    Other Relevant Links:   


    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
    227. Keys to Overcoming Customer Indecision w/ Matt Dixon

    227. Keys to Overcoming Customer Indecision w/ Matt Dixon

    “While the customer’s preference for the status quo is, no doubt, a significant obstacle
    that every salesperson must overcome if they wish to sell anything,
    there is a second, more challenging obstacle that remains even after the status quo has been defeated: the customer’s own inability to make a decision.”
    That quote is pulled from the introduction to The JOLT Effect: How High Performers Overcome Customer Indecision (linked below). It's an exceptional new book co-authored by today’s guest, Matt Dixon - Founding Partner at DCM Insights.
    This episode covers:
    Where does customer indecision come from?
    What are the causes, consequences and outcomes of customer indecision?
    Why it’s important to focus in on customer needs
    What is the Jolt Effect?      


    More information about Matt and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/matthewxdixon/
    Company Website: https://www.dcminsights.com/
    Other Relevant Links: The Jolt Effect Amazon Link – https://www.amazon.com/JOLT-Effect-Performers-Overcome-Indecision-ebook/dp/B09NX3G2WX  


    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
    226. Why and How Meaningful Personalization Improves CX w/ Ethan Beute

    226. Why and How Meaningful Personalization Improves CX w/ Ethan Beute

    According to a recent McKinsey & Company report, 71% of consumers expect personalization and 76% get frustrated when they don’t find it.
    Like it or not, personalization is a norm and it’s here to stay.
    So it’s key that marketers learn how to make that personalization meaningful,
    In this solo episode, Ethan walks through a real A/B test which added personalization yielded lower touchpoints to a prospective customer, doubled overall response rate and increased lead conversion. He also covers:
    What are some specific personalization tactics customers expect?
    Why every B2B buyer is also a B2C buyer
    Why the word personalized and personal feel so different
    How personalized video messaging can provide better context to a situation by targeting more sensory and emotive opportunities
    What are the three characteristics of moments that are improved with a video message compared to traditional digital communication?    


    More information about Melissa Gratias and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/
    Company Website: https://bombbomb.com/
    Other Relevant Links: https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying
    Jamming with Janny: https://www.youtube.com/playlist?list=PLfFiN5kcgGUHZMpzPsIs2ZE2BAq9xARbe
    Dear {first_name}: https://bombbomb.com/dear-first-name-film/
    Human-Centered Communication: https://bombbomb.com/book/human-centered  


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

    • 26 min

Customer Reviews

5.0 out of 5
101 Ratings

101 Ratings

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!

Jpdxflyer ,

So impressed

I have personally hosted over 300 podcast episodes and ben on countless other shows as a guest. My experience in being interviewed by Ethan was unmatched. He did his homework on me and my content like nobody else has. This makes for such a thoughtful and contact rich experience for all involved. I am a big fan of Ethan and this show.

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