The Customer Experience Podcast

Doing what's right for your customer is what's right. It’s that simple.Angela Alea, President and Chief Revenue Officer at LASSO shares valuable insights on the importance of teaching and learning in conversations, removing friction for a seamless customer experience, and the significance of feeling understood and cared for. In this conversation we explore the changes in sales, marketing, and customer service over the past decade, discuss the power of surveys and data analysis, and uncover the secrets to building positive relationships and successful partnerships. Key theme: serve first — from that, revenue comes. Join as we discuss:Why serving others and providing value, regardless of sales opportunities, is the ultimate game-changerWhy it’s important to measure success — not satisfactionWhether your customer is seeking the best price, or the best partnerHow to make your consumers feel cared for and supportedMore information about Angela Alea and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/angelaalea/Company Website: https://www.lasso.io/Other Relevant Link: Publix Super Markets; Chick-fil-A; Delta Airline

As a leader, it starts with you. It starts with how you show up, in knowing what you want to be and how you want to be perceived. It's setting a tone for your team. How do you ultimately desire to show up, professionally and personally?Our latest guest, Rina Johnson, is the VP of Marketing of Patelco Credit Union, a financial cooperative with a mission-driven purpose. Rina brings her wealth of experience, having spent years as a marketing leader with renowned brands like 24 Hour Fitness and Visa. Together we explore the transformative power of marketing. Rina shares her professional journey, offering valuable insights into authenticity's impact on customer behavior and brand differentiation. Discover the delicate balance between maintaining brand integrity and fulfilling business goals, as well as the power of feedback, and leadership lessons that lead to positive change within organizations. We also explore the unique world of credit unions, and how community and connection are the key pillars. Join as we discuss:How authenticity in marketing can influence customer behaviorHow a company's mission and purpose can be used as a powerful tool to create a memorable and differentiating brandHow credit unions differ from banks, and the distinction between a member and a customerHow organizations can empower local leaders to customize marketing efforts while staying true to the brand's valuesMore information about Rina Johnson and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/rina-rasheed-johnson/Company Website: https://www.patelco.org/Other Relevant Link: In-N-Out Burger

This call may be recorded for quality assurance purposes. We’ve all heard it, but what does it really mean? A happy, engaged and empowered agent leads to a happy, engaged and empowered customer. In this episode, we meet with four-time Chief Marketing Officer in B2B and B2B2C SaaS, Michelle Randall. She currently serves as CMO at Playvox, a company that provides solutions that help empower folks to deliver better customer experiences via quality management and sentiment analysis. Michelle has displayed committed, long standing behavior to invest in other people, leading to a more positive customer experience.Join us as we discuss:How effective communication, support, encouragement, and education can accelerate the journey to successWhy it’s worthwhile to shift the focus from increasing share of wallet to providing customers with the resources and tools they needWhen to offer self-service options over personalized assistanceHow to implement quality evaluations and sentiment analysis to enhance customer interactions and satisfactionWhy CMOs should embrace their role as storytellersMore information about Michelle Randall and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/michelleburrows/Company Website: https://www.playvox.com/Other Relevant Links: REI

The first 100 days are a make or break window that's critical to customer experience, and ultimately to customer lifetime value.We're living in an era where humans are dying for connection. They're dying for proof that they're relevant. They're dying for proof that they are making a contribution and having an impact. Our latest guest Joey Coleman is a Wall Street Journal best selling author of two books: Never Lose an Employee Again and Never Lose a Customer Again. In this episode, we dissect this simple fact: how we make people feel can transcend our product or our service offerings. Join us as we discuss:Why CX and EX are two sides of the same coinWhat the six communication tools are, and how they can create remarkable interactions in those crucial first 100 days and beyondHow creating TOJ (tears of joy) can result in an emotional impact in customer and employee relationsHow to harness the potential of video messagesMore information about Joey Coleman and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/joeycoleman1Company Website: https://joeycoleman.com/Joey’s Books: Never Lose an Employee Again; Never Lose a Customer Again

The chance to have an interaction with an actual human being leads to a positive emotional resonance, which leads to more referrals and online reviews. That human connection is invaluable in strengthening how people perceive the entire brand. In this episode, we meet with Square’s Global Head of Customer Success, Naomi Wheeless, a remarkable leader who has successfully built and led a diverse team of over 1,000 employees across 10 countries for the past 6 years. We dive deep into how Square achieved a staggering 300% increase in sales by removing intentional friction and delivering a top-notch experience in a complex ecosystem. We explore the power of human connection and its impact on customer loyalty, while gaining insights into managing a massive workforce. Join us as we discuss:What customer empathy means and why it’s importantWhether or not an internal tech team is advantageous How Square’s remote transition has lead to a happier and more diverse workforceHow to successfully manage a team of more than 1,000 employees across 10 countries (tips and tricks)More information about Naomi Wheeless and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/wheeless/ Company Website: https://squareup.com Naomi’s Personal Website: https://naomiwheeless.com/ Other Relevant Link: https://www.chick-fil-a.com/

Caution: be thoughtful about what you and your team outsource to generative AI, and what you continue to do yourself. When it comes to human and machine, the best solution is “both/and”, not “neither/or”. The dreaded follow up email isn’t just about the bullet pointed takeaways; it's not just about the summary. That follow up is about YOU. It's about your ability to listen, learn, understand, guide and recommend. It's about your ability to earn trust and to move things forward. As of now, only humanity can fulfill this emotional component. Most of us can agree that AI is not associated with authenticity, however it’s authenticity that our customers crave. Solution: “Show your work” by rehumanizing with recorded video messages, perhaps in conjunction with AI generated bullet points. Thus, “both/and”.More information about Ethan Beute and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/ Company Website: https://bombbomb.com/Other Relevant Links: How Generative AI Changes Creativity (HBR IdeaCast); Don Allen Stevenson III on LinkedIn; Jacqueline Ng Lane on LinkedIn; David De Cremer on LinkedIn; Consumers Crave Authenticity (Forrester)Related Episodes CX 150 with Dr Nick Morgan “Why Your Virtual Relationships Degrade Over Time”CX 155 with Dr Roland Rust “How Artificial Intelligence is Driving the Feeling Economy”CX 254 with Jeff Shore “Embracing a Psychology-Based Approach to Sales”

Why are you winning? Why are you losing? What’s happening to your customer? How do they feel about it?These are simple, yet important questions that can be answered by one tried and true system. We talk with Scott Varner, Enterprise Team Lead at Clozd, which provides world-class services and technology for win-loss analysis. Today we go beyond the basics and dive deep into the specific deliverables that lead to the clarity every organization can benefit from. Join us as we discuss:What exactly win-loss analysis is, and what the basic steps areWhat the best sources of win-loss insight are (quantitative or qualitative) Why win-loss interviews are important and tips to succeed in the processHow to optimize conversation to get customers to share the raw truth about their experiencesMore information about Scott Varner and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/varnerscott/ Company Website: https://www.clozd.com/ Other Relevant Links: Dr. Kelly Dries; Fandango; FreeBuyerInterview.com

Most of human suffering is related to an unwillingness to have difficult conversations. Today we discuss how communication, authenticity and a “Team Sport'' culture lead to fulfillment and increased revenue. We speak with Friendbuy’s VP of Revenue, Adam Ferris, about his approach to holding the customer accountable and giving them what they want while diving deep and showing care through continuity. Join us as we break down:Why Empowerment is more effective than FOMO when drawing in a customer Why it takes a village to close a deal, not just SalesHow to increase revenue with win/loss conversationsWhen NOT to incorporate AI More information about Adam Ferris and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/adampferris/Company Website: https://www.friendbuy.com/

No matter what spectacular tech is introduced to the world, the human race will always be connected by relationships—and without the human connection between salespeople and buyers, deals won’t get closed. Salespeople are not commodities—they are real, living, breathing manifestations of company success.This is what today’s guest, Jessica Herrala, Head of Sales Buildots North America says. While most enter Cheif Revenue Officer roles by way of sales, Jessica previously served for many years in VP and C-level marketing and communications roles, giving her a unique perspective.Tune in as we discuss:What the role of relationships are in an increasingly digital and AI-driven worldHow human interaction increases ROIWhat the role of CRO is in customer experienceHow to build a team from scratch and hire the right peopleHow to sell something people need, but don’t necessarily wantMore information about Jessica Herrala and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/jessicaherrala/Company Website: https://buildots.com/Other Relevant Links: Nicole Didda on LinkedIn; Sophie Grace Workwear

A home is one of the most significant, important purchases people make. But that doesn’t mean the process is easy. And unfortunately, it’s not always the most enjoyable. Building and buying a new home can be an extremely stressful experience. But it doesn’t have to be!Today we speak with Danielle Lipari-Mareth, Vice President of Sales and Marketing at Lennar in Austin, Texas. Lennar’s mission is to pair the right home to every buyer and provide a top-of-the-line experience throughout the entire process. Danielle’s expertise and insight transcend real estate and translate across industries.Listen in to learn:How shifting to perspective to the buyer’s side of the customer journey makes better sales and marketingHow to make sure you’re treating your customer as an individual, not a saleWhy a healthy marriage between sales and marketing is essential for customer experienceWhat it means to make legendary customer experience your North StarWhat the role of humans are in new home salesMore information about Danielle Lipari-Mareth and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/danielle-lipari-mareth-87714336/Company Website: https://www.lennar.com/Other Relevant Links: Lennar Mortgage

In scaled-up business, we must always find ways to create and maintain a relational experience. In a more intimate, relational business, we’re looking for ways to scale our reach and impact.Traditional outbound prospecting tends to create noise and pollution. And today, even inbound marketing’s seeing diminishing returns. Fortunately, there is a middle ground or a middle way. It is possible to build a relational, not transactional, experience to connect with, educate and engage people - and to do it in a way Hear our conversation with Anthony Kennada, Co-Founder and CEO of AudiencePlus:What are some of the main changes over the past 15 years in sales and marketing?How do you break through the increasing noise by building emotive experiences?In what ways should more companies behave like media companies?What are the differences between audiences, communities, and customers, and where do intersections exist?How do you navigate modern challenges like social media algorithms while staying aligned with business goals?More information about Anthony Kennada and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/akennada/Company Website: https://www.audienceplus.com/Other Relevant Links: Nick Mehta on LinkedIn; American Airlines; La Grande OrangeSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Generating two million dollars in net new revenue - in the first year of a new lead gen program. In year two? 10 million.In year three? 25 million!Is it a new sales and marketing initiative? Nope. This came from the customer success organization. Today’s guest … will share that story - as well as other insights for CS teams and revenue leaders.In this episode, Ethan sits down with Trina Dunham, Senior Leader of Customer Success - North America for Red Hat. They discuss: How emotions play a key role in buying decisionsHow the program she implemented gained momentum to identify post-sale opportunitiesWhen did this new initiative begin to gain momentumWhat are “hot leads” and why they may be more valuable than referralsWhy the culture around new initiatives can make or break them and how champions and key practitioners can keep them moving forwardMore information about Trina and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/trinadunhamCompany Website: https://www.redhat.com/enSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

If you want people to follow you, buy from you and believe in you, especially in competitive high stakes environments you need to lead from the rooftop. In this episode, we're thrilled to welcome retired US Army Green Beret and Lieutenant Colonel, Scott Mann.Scott is a leadership coach, keynote speaker, author, and founder of several organizations, including the 501 C three nonprofit, the hero's journey, which helps veterans transition to civilian life, and Task Force Pineapple, which helped move over 1,000 Afghan allies from harm's way. He's also the founder of Rooftop Leadership, where he shares the rapport-building skills he learned in Special Forces to help today's leaders make better human connections in high-stakes, low-trust engagements. Tune in as he speaks to Ethan about - What does “Leading from the Rooftop” mean? How trust can be built from genuine conversations thatWhat lessons he learned as a Green Beret apply to his professional life Why authentic connections can remediate low-trust environments What factors contribute to disconnection and distrust More information about Scott and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/davidscottmann/ Company Website: https://melissagratias.com/Other Relevant Links: 4 Ways to Estimate How Long a Task Will Take; JenDangelo.comSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.