Welcome to the What's Next! podcast with Tiffani Bova.

This week, I have Bill Macaitis on the podcast. Bill served as the go-to-market executive for three of the fastest growing SaaS companies: Slack, Zendesk, and Salesforce. He has achieved five exits and now he enjoys helping other companies achieve hyper-growth by leveraging his cumulative knowledge and helping build go-to-market playbooks and teams.

THIS EPISODE IS PERFECT FOR… anyone who is looking to turbocharge business performance.

TODAY’S MAIN MESSAGE… Customer experience plays a bigger role than you think in your company’s growth.

You have to start with two key things: 1) Understand the top reasons your company is recommended 2) Then….understand why it isn’t.

Your brand is the sum of every customer touch point, which means everyone, whether they are a salesperson, a customer service agent, a marketer, or in an entirely different group – everyone must have a clear understanding of the value they bring to a customer’s journey. 

Once everyone is moving forward in the same direction, then it’s a good time to discuss shared metrics and incentives.

WHAT I LOVE MOST… It’s always helpful to put yourself in someone else’s shoes. If you are in marketing, go on sales calls. If you are in sales, see what goes into creating the next lead generation campaign. Regardless of where you work in the company, listen in on customer service calls. When the entire company works together toward a shared goal, it will become more effective and the brand will be stronger for it.

A PIECE OF ADVICE FOR LEADERS… Raise the level of focus you have on connecting sales, marketing, and customer service. This is not a zero-sum game.

Running time: 32:45

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