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”

It's the customer's perception of their experience with a company that matters. And in particular, the customer's perception of their ability to obtain business value. Customers are quick to switch to other brands, to competitors, that they feel are going to be easier to do business with and get them to business value faster. We talk with Andrew Carothers, Digital Experience Leader at Cisco, a company with tens of thousands of employees and tens of billions in revenue, who shares tips on establishing processes to increase the customer’s perceived experience. Join us as we discuss:What it means to be in “the age of the customer”Why Business Value is more effective than “surprise & delight”How to hear the literal voice of the customer (3 steps)How to identify moments that matter Why video is a game changer for human connection in business More information about Andrew Carothers and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/andrew-carothers/Company Website: https://www.cisco.com/Other Relevant Links: AJ Carothers on IMDb; Peloton

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

Your mom told you honesty is the best policy, and guess what — she was right. A long-term strategy of honesty is not only good business and good marketing… It's good for the soul. Today we talk with Anthony Butler, CEO, Chief Storyteller & Author of Primal Storytelling at Can-Do Ideas, who shares his passion for connecting with his audience through the concept of primal storytelling, where social psychology, human emotion and storytelling come together. In all reality, technology and communication channels are evolving rapidly, but humans remain the same with our vestiges of emotions, urges and instincts that drive our behavior. Join us as we discuss:What you need to know about evolutionary psychology and marketingHow to meaningfully build relationships with your target audience Why it’s powerful to earn trust by connecting on an emotional levelWhy influence is NOT deceit or manipulationWhy it’s important to acknowledge the humanity in your marketing effortsMore information about Anthony Butler and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/anthony-butler-964b404/Company Website: https://www.primalstorytelling.com/Other Relevant Links: Darren Hardy; Fuji Sports

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/

Can this technology support a principle that I believe in?This is a critical question — but one that’s not asked often enough in our race to evaluate, acquire, and implement new tools into our businesses. We talk with Dermot Buffini, CEO of Buffini & Co. who shares the importance of excellence. When you’re making a business decision, are you putting your name to the work you do? Odds are, if you’re not, you have much room for improvement regarding customer experience.Join us as we discuss:Why a focus on excellence will be your best differentiator How to build and maintain high-quality relationships and service even with rapid scalingHow to recognize your strengths and break out of a commodity market for long-term successWhy fads and new technologies aren’t necessarily the golden keyWhy time and relationships are some of the most important commoditiesMore information about Dermot Buffini and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/dermot-buffini-04316431/Company Website: https://www.buffiniandcompany.com/Other Relevant Links: Free Business Consultation; The Masters

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

You can’t multiply your way out of complexity — first, you have to simplify. In today’s increasingly oversaturated market of substandard marketing and customer service, it’s getting more and more difficult to come out on top. Where most people try to win with complexity, our guest today focuses on the foundation: customer experience.Jeff Shore is a sales expert, author, speaker and executive coach and the Founder and President of Shore Consulting. With a focus on psychology-based selling, Jeff is restoring the foundations of what makes modern marketing and selling successful.Listen as we discuss:How selling the way your customers want to buy changes your trajectoryWhat psychology-based selling is, and why it’s not the normWhich tools and tech are misused and underusedHow to connect and communicate more effectivelyHow to navigate market ebbs and flows More information about Jeff Shore and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/jeffshore/Company Website: https://jeffshore.com/Other Relevant Links: French Laundry; Shep Hyken; Unreasonable Hospitality; The Future Is Faster Than You Think; Adrienne Duffy, Strategic Coach; Eric Elder on LinkedIn; One Minute Pitch: John’s Crazy Socks

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

First the radio star, now video has killed the bland sales pitch. In today’s world of sales, people are much less inclined to answer calls from unknown numbers and are highly unlikely to open their door to a stranger. Good news: cold-calling and door-to-door sales can be replaced with video. Chris Bogue, Owner of Chris Bogue Communications, joins the podcast to express the efficacy of adding video to your sales toolbox. Tune in as we discuss: How selecting and catering to your desired audience boosts views - and salesHow to make yourself impossible to forget using videoWhy basic improv and comedy techniques give you confidence and connectionWhy you should never fear feedback and, instead, actively seek itMore information about Chris Bogue and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/chris-bogue/Company Website: https://christopherbogue.com/Other Relevant Links: The Complete Guide to Selling on Video; Joe Janes Live with Chris; Nick Capozzi on LinkedIn; Adobe