CEO.com | Dispatches from the frontiers of leadership Coastal CEO Eric Berridge
May 2, 2024
36:06
In this episode of the CEO.com show, we spoke with Eric Berridge, the CEO of Coastal (formerly Coastal Cloud), a leading Salesforce consultancy firm. Eric, a two-time author, and a TED speaker, shared his extensive insights on customer obsession, branding, and the evolving landscape of technology.
This conversation with Eric Berridge was not only enlightening but also profoundly inspiring. It provided a comprehensive look at what it means to prioritize and continuously improve customer experiences in a tech-driven world. Eric’s leadership at Coastal and his approach to customer obsession, team collaboration, and embracing AI reflect a forward-thinking mindset many leaders can learn from.
This episode is a must-listen for anyone interested in understanding the intricacies of customer relations and the impact of technological advancements on business. In our show notes, check out the links to Eric’s book "Customer Obsessed" and his podcast for more insights from a seasoned leader in the tech industry.
Timestamped Chapters with Titles
00:00:00 - Introduction and Eric's Background
Clint Betts introduces the podcast and guest Eric Berridge, discussing Eric's background, achievements, and current role at Coastal.
00:01:30 - Discussing Coastal's Rebrand
Eric explains the reasons behind Coastal's rebranding from Coastal Cloud to Coastal, reflecting on the company's evolution and market changes.
00:04:06 - Excellence in Salesforce Consultancy
Eric discusses what makes Coastal a top Salesforce provider in North America, emphasizing customer satisfaction and skilled consultants.
00:05:21 - Defining Customer Obsession
Eric shares his perspective on being customer-obsessed, including personal anecdotes and the importance of seamless customer experiences.
00:07:47 - Examples of Customer-Obsessed Brands
Discussion on brands that exemplify customer obsession, including Apple and Salesforce, and the importance of authentic customer interactions.
00:10:27 - CEO's Role and Time Management
Eric talks about his daily priorities as CEO, focusing on customer opportunities and delivering consistent experiences.
00:13:02 - Personal Reading Habits and Recommendations
Eric shares his reading habits, including his preference for American fiction and how it influences his business approach.
00:16:24 - Impact of AI on Business and Society
Eric discusses the potential of AI to enhance productivity and creativity, reflecting on his experiences and the broader implications for employment.
00:19:20 - AI as a Tool for Employee Enhancement
Further discussion on AI emphasizes its role as a productivity tool rather than a job replacement.
00:22:03 - Importance of Arts and Humanities in Technology
Eric advocates for the value of a liberal arts education in developing skills that complement technological advancements
.00:25:01 - Managing Remote Work and Collaboration
Eric reflects on the challenges and opportunities of remote work, stressing the importance of physical collaboration spaces.
00:26:48 - Defining and Managing Company Culture
How Coastal manages its culture remotely, focusing on company values and employee engagement.
00:31:08 - Customer Obsessed Podcast Promotion
Eric promotes his podcast, 'Customer Obsessed,' discussing its themes and the type of guests featured.
00:33:00 - Reflecting on Career Influences and Opportunities
Eric shares personal stories about the influences on his career and the importance of giving and taking chances in professional development.
This conversation with Eric Berridge was not only enlightening but also profoundly inspiring. It provided a comprehensive look at what it means to prioritize and continuously improve customer experiences in a tech-driven world. Eric’s leadership at Coastal and his approach to customer obsession, team collaboration, and embracing AI reflect a forward-thinking mindset many leaders can learn from.
This episode is a must-listen for anyone interested in understanding the intricacies of customer relations and the impact of technological advancements on business. In our show notes, check out the links to Eric’s book "Customer Obsessed" and his podcast for more insights from a seasoned leader in the tech industry.
Timestamped Chapters with Titles
00:00:00 - Introduction and Eric's Background
Clint Betts introduces the podcast and guest Eric Berridge, discussing Eric's background, achievements, and current role at Coastal.
00:01:30 - Discussing Coastal's Rebrand
Eric explains the reasons behind Coastal's rebranding from Coastal Cloud to Coastal, reflecting on the company's evolution and market changes.
00:04:06 - Excellence in Salesforce Consultancy
Eric discusses what makes Coastal a top Salesforce provider in North America, emphasizing customer satisfaction and skilled consultants.
00:05:21 - Defining Customer Obsession
Eric shares his perspective on being customer-obsessed, including personal anecdotes and the importance of seamless customer experiences.
00:07:47 - Examples of Customer-Obsessed Brands
Discussion on brands that exemplify customer obsession, including Apple and Salesforce, and the importance of authentic customer interactions.
00:10:27 - CEO's Role and Time Management
Eric talks about his daily priorities as CEO, focusing on customer opportunities and delivering consistent experiences.
00:13:02 - Personal Reading Habits and Recommendations
Eric shares his reading habits, including his preference for American fiction and how it influences his business approach.
00:16:24 - Impact of AI on Business and Society
Eric discusses the potential of AI to enhance productivity and creativity, reflecting on his experiences and the broader implications for employment.
00:19:20 - AI as a Tool for Employee Enhancement
Further discussion on AI emphasizes its role as a productivity tool rather than a job replacement.
00:22:03 - Importance of Arts and Humanities in Technology
Eric advocates for the value of a liberal arts education in developing skills that complement technological advancements
.00:25:01 - Managing Remote Work and Collaboration
Eric reflects on the challenges and opportunities of remote work, stressing the importance of physical collaboration spaces.
00:26:48 - Defining and Managing Company Culture
How Coastal manages its culture remotely, focusing on company values and employee engagement.
00:31:08 - Customer Obsessed Podcast Promotion
Eric promotes his podcast, 'Customer Obsessed,' discussing its themes and the type of guests featured.
00:33:00 - Reflecting on Career Influences and Opportunities
Eric shares personal stories about the influences on his career and the importance of giving and taking chances in professional development.