171 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 • 85 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.

    170. 3 Steps to Sales Success: Authority, Generosity, & Platform w/ Josh Elledge

    170. 3 Steps to Sales Success: Authority, Generosity, & Platform w/ Josh Elledge

    He’s the Founder and Chief Executive Angel at SavingsAngel.com and host of The Thoughtful Entrepreneur Podcast. His work is syndicated nationally in print, on radio, on television, and of course online. He’s a US Navy veteran. AND he’s also sent more than 4,200 video messages over the past few years! 

    In this episode, I interview Josh Elledge, who is also the Founder/CEO of UpMyInfluence.com, about how to gross more than $50 million in revenue and build a 7-figure B2B sales system for consultants and agencies — with zero paid ads.

    Join Josh and me as we discuss:
    Why we should focus on value and impact instead of chasing revenue numbers
    What the big problem is with paid ads
    How to build authentic relationships with your dream customers
    Why video is the best way to make people fall in love with you
    When you should send video messages



    Check out these resources we mentioned:
    UpMyInfluence.com 
    Bob Burg 
    Adrian Cronauer 
    BombBomb 



    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.

    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    • 50 min
    169. From Cold Prospect to Healthy Relationship w/ Mike Chambers

    169. From Cold Prospect to Healthy Relationship w/ Mike Chambers

    For the entire year of 2020, his team booked about 450 meetings. So far in 2021, they’ve booked about 550 meetings in just the first three quarters by sending over 220,000 emails that people want to read. 
    In this episode, I interview Michael Chambers, Vice President, Sales Agency and Training Teams at Precision Value & Health, about why he puts relationships at the center of everything he does for customers and employees — and cold prospecting.  
    Join us as we discuss:
    Why relationship and responsiveness are at the center of customer experience
    What the qualities of great candidates are to Mike
    How he designs a successful cold email strategy
    Why it matters to accept “not yet” as a response
    How to stay available to customers and employees 


    Check out these resources we mentioned:
    Michael Chambers on LinkedIn 
    Precision Value & Health 
    Fernando Mateus on LinkedIn 
    Clean My Pavers  


    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. 
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    • 44 min
    168. Obviously Shareable: CX That Customers Want to Talk About w/ Dan Gingiss

    168. Obviously Shareable: CX That Customers Want to Talk About w/ Dan Gingiss

    Instead of a slice of cake with a candle, they brought out a box of handmade chocolates with Happy Birthday spelled out in cocoa powder and decorated with a sparkler. All four diners spontaneously took out their phones, photographed it, and shared it online.

    “The single best marketing is a happy customer talking about you because it’s the most credible, the most authentic,” said our guest today, Dan Gingiss, Chief Experience Officer at The Experience Maker, LLC and author of The Experience Maker .Dan challenges organizations to create shareable experiences, just like Fleming Steakhouse did for his son’s birthday dinner.

    Join us as we discuss:
    Why Dan highlights a romance novelist in his marketing book
    What the WISER framework stands for
    How personalization creates shareable moments
    How to leverage B2C experiences in B2B
    Why Amazon loses money to invest in relationships



    Check out these resources we mentioned:
    Dan Gingiss on LinkedIn 
    The Experience Maker (book) 
    DanGingiss.com 
    Starbucks 



    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.

    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    • 1 hr 2 min
    167. Essential Traits of the Next Generation CRO with Brandi Starr, Rolly Keenan, Mike Geller

    167. Essential Traits of the Next Generation CRO with Brandi Starr, Rolly Keenan, Mike Geller

    There’s no reason to keep them separate anymore: success, support, marketing, and sales. Their common goal is revenue, so their common leader should be the CRO. When we’re talking about the next generation of CROs, a Chief Marketing Officer is likely the best candidate because they’re already doing the bulk of that work.  
    In this episode, I interview the authors of CMO to CRO: The Revenue Takeover by the Next Generation Executive, Tegrita’s COO Brandi Starr, CRO Rolly Keenan, and President & CTO Mike Geller. We talk a bout why CMOs make such good CROs and how to create a CRO function.  
    Join us as we discuss:
    Why the rise of the CRO is vital to good CX
    Why Tegrita created a CRO role and wrote a book about it
    How to tame your Frankenstack
    What CMOs can do to shift into CROs
    Where to position RevOps with respect to the CRO function  


    Check out these resources we mentioned:
    RevenueTakeover.com 
    Tegrita.com   


    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.  
    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    • 52 min
    166. A More Personal Way to Launch a Book w/ Ethan Beute

    166. A More Personal Way to Launch a Book w/ Ethan Beute

    Two and a half months ago, gearing up for the launch of our second book, Human-Centered Communication, we found that mass emails did not perform as well as before. Here’s what has worked: personal one-to-one video messages. 
    People and relationships matter more today than ever. 
    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. In this episode, I share how our launch strategy has changed to reflect the thesis of our book — that human-centered communication is the most meaningful and successful way to cut through today’s digital pollution.  
    Here are some thoughts from the episode:
    How personalization promotes memory
    What our book rankings are
    How we pivoted our launch strategy for our second book
    What I said in my video messages and how people responded
    Why human interaction matters even more online  


    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. 
    Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

    • 11 min
    165. 3 Steps to Building a Collaborative Culture w/ Mark Rosenthal

    165. 3 Steps to Building a Collaborative Culture w/ Mark Rosenthal

    In one of his interviews at his current company, our guest said this to the CEO:

    “If we're going to build an organization that truly earns the love of the customer by providing a consistent experience, we need to put the entire customer journey under one umbrella. We also need to train the team to be maniacally focused on the customer — to understand the market, the industry, and the players’ wants, needs, and wins — by training as a whole, not in silos.”

    In this episode, I interview Mark Rosenthal, COO at HqO, about executing his vision to create a culture of collaboration. 

    Why workers need to return to the city
    How Mark transitioned from VP to CRO to COO
    How an argument helped shape his defining moment as a leader
    What Mark does to stay engaged with the customer team
    What the three keys to a collaborative culture are at HqO



    Check out these resources we mentioned:
    Mark Rosenthal on LinkedIn 
    HqO 
    Waze 



    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.

    Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

    • 43 min

Customer Reviews

4.9 out of 5
85 Ratings

85 Ratings

MarkR2355 ,

Great content for customer experience professionals

The Customer Experience Podcast has great content for customer experience driven leaders. Ethan is an excellent host who asks thought provoking questions. The conversational style of the show feels like a dinner party conversation more than a college lecture.

ASobering ,

Entertaining, insightful, and actionable! 🔥

Whether you’re well established in your career or just getting started, this is a must-listen podcast for you! Ethan does an incredible job leading conversations that cover a huge breadth of topics related to the ins and outs of building a thriving business you can be proud of with customer success leaders who’ve actually experienced tremendous wins themselves. Highly recommend listening and subscribing!

LinkedInExpert ,

Finally a Customer Experience podcast that gets it.

Each and every one of these podcasts are full of sound theory and actionable strategies. Do you need to improve your or your company’s CX? Save this podcast now and start listening!

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