223 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 BombBomb

    • Business
    • 4.9 • 99 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.

    222. A Practical Approach to Storytelling w/ Anna Marie Pryor

    222. A Practical Approach to Storytelling w/ Anna Marie Pryor

    An effective story can be a creative way to communicate your brand’s identity and company’s purpose. If you think you aren’t a storyteller, it may be time to change that narrative (pun intended).  
    Hear our conversation with Anna Marie Pryor, Director of Marketing at Alameda Mortgage Corporation. We discuss:  
    How she defines customer experience 
    Who her ideal customer is and what problems she solves for them
    How her agency experience helped with her current role 
    Why adopting a practical approach to storytelling can help brands 
    What are Milestone-Based-Marketing Goals   


    More information about Anna and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/annampryor  
    Company Website: https://www.alamedamortgage.com/  
    Other Relevant Links: Leadership Team  


    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
    221. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooij

    221. Creating Customer Impact in Moments That Matter w/ Jacco van der Kooij

    Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it’s customer success that makes the money now, because they create the experiences for customers around moments that matter. 
    Which moments matter most? 
    In this episode of our Human-Centered Communication expert series (which originally aired on September 14, 2021), Steve Pacinelli and I interview Jacco van der Kooij, Founder of Winning by Design, about building a customer impact journey around moments that matter. 
    Join us as we discuss:
    Why sales knowledge comes with great responsibility
    How recurring revenue models shift customer experience to customer success
    What the Bow Tie Funnel is and how it affects customer impact
    What the customer impact journey and counter impacts are
    How priority has replaced other buying determinants 


    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.

    • 45 min
    220. Why Repeat Customers May Not Be Loyal Customers w/ Shep Hyken

    220. Why Repeat Customers May Not Be Loyal Customers w/ Shep Hyken

    Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand. 
    Ask yourself this: What am I doing right now with this customer to make sure that they’ll come back to me and not my competitor next time? 
    In this episode of our Human-Centered Communication expert series (which originally aired on September 3, 2021), Steve Pacinelli and I interview Shep Hyken, Chief Amazement Officer and Customer Service Speaker at Shepard Presentations, LLC, about the drivers behind customer loyalty — as well as some loyalty killers. 
    Join us as we discuss:
    Why customer service is a philosophy of mind
    How to differentiate between repeat business and loyalty
    What the common loyalty killers are
    How to hire to avoid apathy
    Ways to leverage presentation skills to define success 


    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
    219. Sending Videos for Greater Sales Visibility w/ Viveka von Rosen

    219. Sending Videos for Greater Sales Visibility w/ Viveka von Rosen

    What you see on video is pretty much what you get. Video gives you a sense of who the person is. At present and in the future, salespeople need to become comfortable with video through the techniques of “created charisma”.

    In this episode of our Human-Centered Communication expert series (which originally aired on September 21, 2021), Steve Pacinelli and I interview Viveka von Rosen, Co-Founder and Chief Visibility Officer (CVO) at Vengreso, about using video to create visibility in sales.

    Join us as we discuss:
    What the relationship between video and visibility is
    Who video is and is not good for
    Why video gets straight to the heart of authenticity
    When to shift the script to create connection
    What the role of LinkedIn is for salespeople



    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
    218. Emotional Intelligence & Human-Centered Connection w/ Dan Hill, PhD

    218. Emotional Intelligence & Human-Centered Connection w/ Dan Hill, PhD

    Here are three quick ways to better assess what people are saying with their faces and emotions (aka facial coding). Pay attention to engagement, the camouflage smile, and the two-sided impact of fear. 
    The face is the only place in the body where the muscles attach right to the skin. Most of us aren’t aware of what we’re giving away. 
    In the next episode of our Human-Centered Communication expert series (which originally aired on August 17, 2021), Steve Pacinelli and I interview Dan Hill, PhD, President at Sensory Logic, about emotional intelligence and facial coding. 
    Dan spoke with us about:
    How to imbue a mission into work for employee retention
    Why contempt and sadness can be dangerous emotions
    What to do to raise our emotional literacy
    How Steve Jobs illustrates the positive and negative sides of anger
    Why emotions stand apart from the rational parts of the brain  


    Check out these resources we mentioned during the podcast:
    Dan Hill, PhD (LinkedIn) 
    Sensory Logic 
    Grand Performance  
    Episode 75: Emotional Intelligence and The Power of Faces  


    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.

    • 46 min
    217. An Actor’s Guide to Authentic Videos w/ Julie Hansen

    217. An Actor’s Guide to Authentic Videos w/ Julie Hansen

    If you’ve been on a video call lately (and hasn’t everyone?), you’ve probably noticed how disengaged, distracted, or disconnected everyone is. 

    This is partly because we’re all operating under the mistaken belief that virtual and in-person are one and the same, except that one just has a camera. Not so. 

    In this episode of our Human-Centered Connection expert series (which originally aired on August 31, 2021), Steve Pacinelli and I interview Julie Hansen, Founder and Sales Presentation Expert at Performance Sales and Training, about video skills for virtual communication excellence.  

    Julie talked with us about:
    How much influence sales has over customer experience
    Why video skills are like acting skills
    How to speak to a virtual group as if they’re an individual
    What best video practices are
    How to improve your video presence over time 



    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.

    • 41 min

Customer Reviews

4.9 out of 5
99 Ratings

99 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.

You Might Also Like

Walker Information
NPR
Patrick Lencioni
BusinessMadeSimple.com
Guy Raz | Wondery
Michael Stelzner, Social Media Examiner