125 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 • 73 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.

    124. The Flight Back to the Face w/ Ethan Beute

    124. The Flight Back to the Face w/ Ethan Beute

    Are you a text person? Or are you better on the phone? We all know we're better on the phone. We've got our voice tone, pace, and personality to work with.
    Let's raise the stakes: Are you a phone person or a face-to-face person?
    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. Not long ago, I enjoyed the privilege of presenting at the inaugural TEDx UCCS (University of Colorado, Colorado Springs) about face-to-face communication.

    A very quick overview:

    - Why we avoid personal contact even though we know it's more effective

    - The truth about the "93% rule" of nonverbal communication

    - Tying facial expression to empathy, ethics, and justice

    - What you're normalizing in everyday communication
    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.

    • 23 min
    123. Transforming Customer Relationships with Transparency and Collaboration w/ Scott McCorkle

    123. Transforming Customer Relationships with Transparency and Collaboration w/ Scott McCorkle

    These trends will be important for the future of CRM: transparency, multiple companies working together, and proving value using a new wave of enterprise software and data sharing. What if we started to think of the customer being part of our customer system?
    In this episode, I interview Scott McCorkle, CEO at MetaCX, about how to reinvent CRM with transparency.
    Scott and I talked about:

    - The definition of competitive customer experience

    - Trends in enterprise software driven, in part, by the pandemic

    - Feedback on MetaCX’s emotional outcome-based view of relationship

    - Embracing uncertainty, challenge, and mistakes in the startup world

    Check out these resources we mentioned during the podcast:

    - Scott Dorsey

    - Delta Airlines

    - MetaCX

    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.

    • 39 min
    122. CX at Getty Images: Shifting to Authenticity and Evoking Emotion w/ Grant Farhall

    122. CX at Getty Images: Shifting to Authenticity and Evoking Emotion w/ Grant Farhall

    When your customer base is everyone who needs images (which more or less means everyone), your customer experiences will look as different as your customers do.
    What do you focus on to deliver exceptional CX? Among many other things, you have to be easy to trust.
    In this episode, I interview Grant Farhall, Chief Product Officer at Getty Images, about delivering a supply of compelling imagery and video content to customers — when customers have such different needs.
    Grant and I discuss:

    - Delivering flexibility to a broad customer base

    - Creating a powerful and intuitive search experience (plus Grant’s top search tip)

    - The power of searching concepts and emotions

    - Authentic, raw, and real images

    Check out these resources we mentioned during the podcast:

    - Shazam

    - Craig Peters, CEO at Getty Images

    - Getty Images

    - iStock

    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.

    • 44 min
    121. 3 Ways to Elevate EX from the World's Best Workplace w/ Kristie Ornelas & Steve Cox

    121. 3 Ways to Elevate EX from the World's Best Workplace w/ Kristie Ornelas & Steve Cox

    Employee experience and internal culture are not just a “nice-to-have,” but they bring material influence to bear on measurable business results.

    In this episode, I interview 2 guests about CX through EX: Kristie Ornelas, Head of CX Marketing & Communications, and Steve Cox, Vice President of Digital Lifecycle Journeys, both at Cisco (named #1 on the World's Best Workplaces list two years in a row by Great Places to Work and Fortune Magazine).

    Kristie, Steve, and I talked about:

    - The focus on retaining employees and helping them to advance like customers

    - To hire diverse people, create a diverse interview panel

    - Enabling employees to serve their local communities

    - The creation of role communities inside of their CX function

    - Why your workplace should be a community, not a family

    Check out these resources we mentioned during the podcast:

    - Cisco

    - Cisco CX on Twitter

    - Cisco CX blog

    - Nordstrom

    - Yanni’s Bar & Grill

    - Love Knows No Boundaries
    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.

    • 47 min
    120. The ABC's of Creating Superfans w/ Brittany Hodak

    120. The ABC's of Creating Superfans w/ Brittany Hodak

    Superfans!
    You may have some.
    You may have had some and lost them.
    You may have fans — who would be superfans — if only you engaged them the right way.
    Regardless, you always want more superfans.
    But you have to work for them.
    In this episode, I interview Brittany Hodak, speaker, writer, and co-founder of the Superfan Company, about what a superfan is and how to build a base of them.
    Brittany and I chat about

    - What a superfan is and how you create them

    - The 5 steps of the SUPER system

    - How Brittany got offers from four of the five sharks on Shark Tank

    - The biggest threat to business (it gets no airtime)

    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.

    • 43 min
    119. The 6 P's of Writing, Publishing, and Selling Your Book (Part 2 of 2) w/ Ethan Beute

    119. The 6 P's of Writing, Publishing, and Selling Your Book (Part 2 of 2) w/ Ethan Beute

    It opened doors that I didn’t know existed. I met new people, found new opportunities, and received other unexpected benefits from organizing my thoughts.
    This result of writing, publishing, and selling a book makes the entire 6-step process worthwhile.
    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. I am here today to share Part 2 of the 6 Ps of Writing, Publishing, and Selling Your Book.
    A very quick overview:

    - The 6 Ps: purpose, proposal, process, publishing, people, and promotion

    - Publishing decisions should be guided by purpose

    - It takes a village of people to publish a book

    - Promotion is ultimately your responsibility

    Check out these resources to help you navigate the 6 Ps:

    - This is a blog post of reflection on writing my book

    - Check out this slide deck of the 6 Ps

    - Building Relationships Through Video (my talk about writing)
    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.

    • 27 min

Customer Reviews

4.9 out of 5
73 Ratings

73 Ratings

laurenculbertson ,

Best podcast for customer experience

This is my favorite podcast about CX in the B2B SaaS space. Ethan is the most engaging host and creates compelling stories with every guest he brings on the show. The content ranges from small to big companies, and offers a diverse range of perspectives from customer success to marketing to product management and beyond. Each episode I learn something new and can take action to try something new. Keep up the great work!!

KristieOrnelas ,

Engaging & Educational

The experience of being a guest on this podcast is second only to that of being a listener. Ethan truly takes the time to get to know the guests, the company, and the topic at hand – ensuring the conversations are rich with insight and that each episode has thoughtful takeaways. I’ve thoroughly enjoyed learning from my peers and knowing that so many people are passionately dedicated to delivering the best possible customer experiences across industries of all types.

BrittanyHodak ,

Always an amazing use of time

The ROI on the time I spend listening to this podcast is some of the best of any content I consume. I’ve learned so much about customer experience and marketing from the show. Thanks, Ethan, for always inviting on compelling, impactful leaders who give me interesting ideas to think about and actionable insights to implement.

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