The Customer Experience Podcast

The word “disruption” can make us feel irritation or even angst. What we need is to recognize that disruption on an industry scale means changing how we operate to create better experiences for our customers.In this episode, I interview Michelle Lisowski, Global Director, B2B Marketing at Uber, about how she's leading a well-known B2C brand into better B2B customer experience.Join us as we discuss:What Michelle means when she says CX is everythingHow Uber for Business is redefining transportationWhy disruption should be recognized as serving customersHow Michelle manages multiple lines of business with trust in peopleWhen customer-centricity became a practice for Michelle     Check out these resources we mentioned:Uber for BusinessMichelle Lisowski on LinkedInPatagoniaAmerican ExpressTarget  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play, or Google Podcasts, and find more episodes on our blog.Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

He’s the Founder and Chief Executive Angel at SavingsAngel.com and host of The Thoughtful Entrepreneur Podcast. His work is syndicated nationally in print, on radio, on television, and of course online. He’s a US Navy veteran. AND he’s also sent more than 4,200 video messages over the past few years! In this episode, I interview Josh Elledge, who is also the Founder/CEO of UpMyInfluence.com, about how to gross more than $50 million in revenue and build a 7-figure B2B sales system for consultants and agencies — with zero paid ads.Join Josh and me as we discuss:Why we should focus on value and impact instead of chasing revenue numbersWhat the big problem is with paid adsHow to build authentic relationships with your dream customersWhy video is the best way to make people fall in love with youWhen you should send video messagesCheck out these resources we mentioned:UpMyInfluence.com Bob Burg Adrian Cronauer BombBomb Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

For the entire year of 2020, his team booked about 450 meetings. So far in 2021, they’ve booked about 550 meetings in just the first three quarters by sending over 220,000 emails that people want to read. In this episode, I interview Michael Chambers, Vice President, Sales Agency and Training Teams at Precision Value & Health, about why he puts relationships at the center of everything he does for customers and employees — and cold prospecting.  Join us as we discuss:Why relationship and responsiveness are at the center of customer experienceWhat the qualities of great candidates are to MikeHow he designs a successful cold email strategyWhy it matters to accept “not yet” as a responseHow to stay available to customers and employees Check out these resources we mentioned:Michael Chambers on LinkedIn Precision Value & Health Fernando Mateus on LinkedIn Clean My Pavers  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Instead of a slice of cake with a candle, they brought out a box of handmade chocolates with Happy Birthday spelled out in cocoa powder and decorated with a sparkler. All four diners spontaneously took out their phones, photographed it, and shared it online.“The single best marketing is a happy customer talking about you because it’s the most credible, the most authentic,” said our guest today, Dan Gingiss, Chief Experience Officer at The Experience Maker, LLC and author of The Experience Maker .Dan challenges organizations to create shareable experiences, just like Fleming Steakhouse did for his son’s birthday dinner.Join us as we discuss:Why Dan highlights a romance novelist in his marketing bookWhat the WISER framework stands forHow personalization creates shareable momentsHow to leverage B2C experiences in B2BWhy Amazon loses money to invest in relationshipsCheck out these resources we mentioned:Dan Gingiss on LinkedIn The Experience Maker (book) DanGingiss.com Starbucks Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

There’s no reason to keep them separate anymore: success, support, marketing, and sales. Their common goal is revenue, so their common leader should be the CRO. When we’re talking about the next generation of CROs, a Chief Marketing Officer is likely the best candidate because they’re already doing the bulk of that work.  In this episode, I interview the authors of CMO to CRO: The Revenue Takeover by the Next Generation Executive, Tegrita’s COO Brandi Starr, CRO Rolly Keenan, and President & CTO Mike Geller. We talk a bout why CMOs make such good CROs and how to create a CRO function.  Join us as we discuss:Why the rise of the CRO is vital to good CXWhy Tegrita created a CRO role and wrote a book about itHow to tame your FrankenstackWhat CMOs can do to shift into CROsWhere to position RevOps with respect to the CRO function  Check out these resources we mentioned:RevenueTakeover.com Tegrita.com   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.  Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Two and a half months ago, gearing up for the launch of our second book, Human-Centered Communication, we found that mass emails did not perform as well as before. Here’s what has worked: personal one-to-one video messages. People and relationships matter more today than ever. I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. In this episode, I share how our launch strategy has changed to reflect the thesis of our book — that human-centered communication is the most meaningful and successful way to cut through today’s digital pollution.  Here are some thoughts from the episode:How personalization promotes memoryWhat our book rankings areHow we pivoted our launch strategy for our second bookWhat I said in my video messages and how people respondedWhy human interaction matters even more online  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

In one of his interviews at his current company, our guest said this to the CEO:“If we're going to build an organization that truly earns the love of the customer by providing a consistent experience, we need to put the entire customer journey under one umbrella. We also need to train the team to be maniacally focused on the customer — to understand the market, the industry, and the players’ wants, needs, and wins — by training as a whole, not in silos.”In this episode, I interview Mark Rosenthal, COO at HqO, about executing his vision to create a culture of collaboration. Why workers need to return to the cityHow Mark transitioned from VP to CRO to COOHow an argument helped shape his defining moment as a leaderWhat Mark does to stay engaged with the customer teamWhat the three keys to a collaborative culture are at HqOCheck out these resources we mentioned:Mark Rosenthal on LinkedIn HqO Waze Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Ignoring an antagonistic relationship at work is one of the worst things you can do — to yourself. Working with someone in a toxic situation can hinder your potential.You need to learn how to fire your villain.In this episode, I interview Heather Monahan, bestselling a uthor, renowned keynote speaker, and CEO at Boss in Heels LLC, about her story of creating confidence and overcoming villains. Join us as we discuss:How Heather came to be fired from a job where she was successfulWhat it’s like to teach sales at HarvardHow to fire your villains How to provide value amidst changing markets and customersWhat it means to set expectations for customer experienceCheck out these resources we mentioned:Heather Monahan on LinkedIn Heather Monahan on Twitter Overcome Your Villains Giftology and John Ruhlin Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

A “paradigm shift” is a fundamental change in approach or assumptions. Modern communication is in the midst of one — a change from digital pollution to human-centered communication. I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. I co-wrote a book about this communication shift with my longtime friend and colleague Steve Pacinelli, CMO at BombBomb, called Human-Centered Communication. (P.S. It is publishing today! Find it here.)  In this episode, I discuss:What the implications of a mass mindset areHow Steve and I wrote our book around the insights of 11 expertsHow to restore the balance of digital and human in communicationWhat human-centered communication means for organizationsWhy you should read our book Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

No one individual has all the answers to everything. With a concept as broad yet essential as human-centered communication, it was going to take many experts — 11, to be exact — to begin to equip us with the knowledge we need to recenter our communication around people. In this episode, I have the pleasure of chatting with my longtime friend and two-time coauthor, Steve Pacinelli, CMO at BombBomb, about what he learned from the process of writing our book, Human-Centered Communication.  Join us as we discuss:Why customer experience is built on the exploration of a shared beliefWhere the idea for the book originatedWhat the big idea behind human-centered communication isWho each expert is and what you can expect in each of their chaptersWhat interactive experiences we created around the bookCheck out these resources we mentioned:I’ll Be Back by Shep HykenThe Experience Maker by Dan Gingiss The Road Less Stupid by Keith Cunningham Visual Collaboration by Loa Baastrup and Ole Qvist-SorensenSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.