Angela Alea, President and Chief Revenue Officer at LASSO, discusses the importance of providing value and genuine care in customer interactions. Topics include measuring success, making consumers feel cared for, and building positive relationships. The podcast also explores customer-centric approaches, personalization in sales and marketing, managing revenue teams, and the significance of feeling special.

Exploring the evolving role of Chief Experience Officer, Saira Taneja discusses human-centered design in customer experience. Cover Whale balances tech and personal touch in commercial auto industry. Insights on data impact, stakeholder needs, and consistent CX during growth. Advocating for open-minded hiring and education for successful outcomes.

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

How do people experience you?Yes, generosity might mean giving up a resource or money, but when we speak of radical generosity, it's flipping the script into being a true giver, and making people and things better than when you found them. Our latest guest, Melissa Wright, Chief Sales & Marketing Officer at American Pacific Mortgage, explains the transformative power of putting people first in business. Join us as we dive deep into the world of customer service, personal branding, and the art of creating lasting connections, all leaving a positive mark on both your business and the lives you touch.Join as we discuss:What strategies are best for building a thriving organization where employees are empowered to provide exceptional customer experiencesHow personal branding in the service industry can impact success as a professional, and whether it’s advised for team members to build personal brands while representing an organizationHow to create effective video content, and why being yourself is the key to connecting with customersHow to find balance in showcasing your expertise and sharing personal interestsHow radical generosity can transform your business relationships

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

70% of people in the world deeply care about inequality and would like to see a more equal, fair and just world, but simply don't know how to get there. Our latest guest, Anna Dewar Gully, Co-Founder and Co-Chief Executive Officer at Tidal Equality, is fierce in the pursuit of passion, and admittedly obsessed with innovation. Together we explore the profound connection between justice, equality, customer experience, and employee experience. Anna shares a powerful and relatable example of how this theme surfaces in day-to-day experiences, and how inequality ultimately serves as a barrier to positive outcomes and impacts customer interactions.Join us as we discuss:Why inequality is a mammoth problem that exists in our societyHow equity and equality intersectWhere the focus should be: plurality vs. singularityHow effective consultation methods prevent costly mistakes in large corporationsWhy two CEOs are better than one, and the power of partnership in creating changeMore information about Anna Dewar Gully and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/annadewargully/ Company Website: https://www.tidalequality.com/ Additional Links: Elaine Dewar on LinkedIn; Flywheel Digital; Dr. Kristen Liesch

Joey Coleman, bestselling author, discusses the importance of the first 100 days in customer experience (CX) and employee retention. He emphasizes the need for human connection and emotional impact, highlighting the power of creating remarkable interactions and tears of joy. The podcast also explores the significance of video messages, active listening, and personal connections in shaping perceptions and engagement. Check out Joey Coleman's books for more insights.

How do we become trusted advisors to people who aren’t quite ready to buy, borrow, or transact? Professionals in these spaces are often looking to remove the human with apps, tools and bots, but is that the pathway to a positive and productive CX?In this episode we dive into the world of data sharing, consumer control, and the future of the mortgage industry. We’re joined by Brian Vieaux, President and COO at FinLocker, a company that challenges and enables banks, credit unions, and mortgage lenders to re-imagine customer relationships and to provide personalized financial solutions and experiences. Their solution: a mortgage readiness set of tools. Join us as we discuss:What it really means to be a B2B2C companyHow FinLocker’s technology is revolutionizing the mortgage process, empowering consumers and loan officers alikeWhy the local loan officer is still the hero in the mortgage industryMore information about Brian Vieaux and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/brianvieauxcmb/ Company Website: https://finlocker.com/ Other Relevant Links: FinTalk Newsletter; FinTech Fridays on LinkedIn; Andria Thomas on LinkedIn, Sandro DiNello on LinkedIn, Steve and Rocky’s (Brentwood Grille)

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/

Fact: 99% of deepfake audios can be used to break into someone's account that’s voice-based. As the digital environment gets noisier and more polluted, trust becomes even harder to build. Identity and verification go a long way to increasing safety, security, confidence and trust.Aaron Painter is the CEO of Nametag, the world's first identity verification platform designed to protect accounts from impersonators and AI generated deepfakes. In this episode, he dissects the standard protocol of security questions and the impact it has on both the employee experience AND the customer experience. Aaron knew there had to be a better way to prove who's behind the screen. Thus, Nametag was born. Join us as we discuss:How EX inevitably impacts CX: when employees feel heard, customers feel heardHow Nametag’s technology is streamlining human identity Why deepfakes are becoming an enormous problemWhat exactly MFA is, and how it’s evolving over time How to build company culture in the remote world: steps to improve EXMore information about Andrew Carothers and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/aaronpainter/ Company Website: https://www.getnametag.com/ Aaron’s Book: LOYAL: A Leader's Guide to Winning Customer and Employee LoyaltyOther Relevant Link: Warby Parker