The Customer Experience Podcast

Moving forward, nearly every experience is going to be hybrid: both physical and virtual. We’ll need to provide a hybrid experience for our employees as well as our customers.In the third episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Mathew Sweezey, Director of Market Strategy at Salesforce, about internal marketing, the immersive experience, and employee experience.Mathew talked with us about:- What’s missing from the equation of experience- How to craft hybrid experiences- Why internal marketing should be your next big focus- How to focus on creating immersive employee experiences- What managers can do to create a great experienceHere are some links to resources we mentioned:- Mathew Sweezey on LinkedIn- MathewSweezey.com- Salesforce.com- Salesforce Futures Lab- PatagoniaSubscribe, 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 Customer Experience Podcast in your favorite podcast player.

When we communicate virtually, we are using flattened, muted versions of ourselves. Little surprise, then, that virtual relationships degrade over time.How do we overcome the impoverishment of the virtual world?In this episode, I interview Dr. Nick Morgan, a communications coach and theorist, four-time author, and President at Public Words, about how virtual communication differs from in-person communication — and how that affects our relationships.Nick also talked with me about:- What the underlying psychology says about virtual communication- How to communicate emotional clarity in video- What it means that every mistake is permanent virtually- Why we should augment, rather than dampen, our emotions on screen- How to maintain a virtual relationshipCheck out these resources we mentioned during the podcast:- Dr Nick Morgan on LinkedIn- Dr Nick Morgan on Twitter- Books by Nick Morgan- Public Words- HubSpotSubscribe, 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.

Whether we are training employees, customers, or trainers, video is a powerful form of human-centered communication. When someone who teaches trainers explains the advantage of video, you sit up and take note.In the second episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Lauren Bailey, Founder and President at Factor 8 and Founder at #GirlsClub. She walks us through the BLISS acronym as well as the broken rung, the confidence gap, and the forgetting curve. Lauren also discussed with us:- Why there are still relatively few women in sales leadership- How to apply Bloom’s taxonomy in training- What BLISS has to do with video communication- How to solve some problems with today’s BDR roleHere are some links to resources we mentioned:- Lauren Bailey on LinkedIn- Factor8.com- WeAreGirlsClub.com- USAA.comSubscribe, 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 Customer Experience Podcast in your favorite podcast player.

Video is a perfect example of taking automation and inserting more humanity into it. It’s a relationship-building form of communication that centers around what’s human about technology.In this first episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Dan Tyre, Director at HubSpot. He explains that everyone in the company is involved in customer experience and must practice ways to reduce friction and build connection. In addition to his contribution to our book, we chatted with Dan about:- What he contributed to our chapter called “The Year of Video”- How HubSpot’s flywheel uses best customers to gain more customers- Why Dan is so impressed with the expertise of Phil, his “dirt guy”- What the video details at the Lions Program (aka Hubspot Academy) areSubscribe, 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 Customer Experience Podcast in your favorite podcast player.

The role of customer success is to build value on the promise of what the customer became a customer in the first place. Being so deeply invested in the customer’s journey, CS must become more than trusted. It must become strategic. Joining me on this episode is Wayne McCulloch, Global Head of Customer Success at Google Cloud (Saas) and author of The Seven Pillars of Customer Success, to talk about the relationship between CS and CX:Wayne and I also discussed:- How there were 5-12 pillars in the beginning of the book- What the 7 pillars are, including strategic advisor- Why CS is similar to both parents and police- How a 1940s movie perfectly illustrates CS- Why you should use a 3rd party for customer exit interviewsCheck out these resources we mentioned during the podcast:- Wayne McCulloch on LinkedIn- Customer Success Pillars- Tom Hogan on LinkedIn- Maria Martinez on LinkedIn- CLEARSubscribe, 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 Customer Experience in your favorite podcast player.

When you present who you are — your core beliefs — to the customer, do you get head nods, indifference, or hostility? All 3 are great responses, actually. If they’re nodding, they probably share your beliefs. That’s a key tenet of quadrant 3: who we are.In this episode, I interview return guest Anthony Coundouris, Founder at run_frictionless and author of run_frictionless, about how Q3 (who we are) and Q4 (how we serve) fit in the overall 4-part frictionless framework.Anthony and I also talked about:- Why sharing beliefs should be the beginning of every PowerPoint- How to evaluate the 3 types of response to who you are- What happens to revenue when you fit the quadrants together- What vanity values are - How to start conversations with less frictionCheck out these resources we mentioned during the podcast:- Anthony Coundouris on LinkedIn - Company: run_frictionless- Book: run_frictionless- Xero Accounting SoftwareSubscribe, 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 Customer Experience in your favorite podcast player.

The key to building a great business and getting a team focused is, first, having a set of consistent core values over time. Once you’ve established core principles around serving your customer, the next step is to continue to optimize around improving that customer experience over time.In this episode, I interview John Belizaire, CEO at Soluna and Founder and Managing Editor at CEOPLAYBOOK, about building long-term relationships, the wow of customer experience, and his personal mission statement to influence a thousand young entrepreneurs. John and I also talked about:- Building a personal mission statement around what you want to be proud about- Why CEOs should be deeply involved in creating customer experience- Soluna’s commitment to support green power with global energy- The relationship between entrepreneurship and storytellingCheck out these resources we mentioned during the podcast:- John on LinkedIn- Soluna.io- CEOplaybook.co- Luxor Mining- Interlude NYCSubscribe, 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.

Those of us who feel we’re not very good on camera would rather have someone else present for us. But we’re losing the opportunity to share our passion and expertise with others who could benefit.In this episode, I interview Tricia Jane Wiles, Marketing Communications / Host of Accelerating Revenue Series at True Influence and former actor at Disney. She shares confidence-building tricks to overcome imposter syndrome and improve video presence.Tricia also talked with me about:- What she learned about CX from working at Disney- Helping others overcome imposter syndrome to appear on video- The pep talk she gives herself in the mirror to build confidence- How to improve video presence with voice and postureCheck out these resources we mentioned during the podcast:- 5 Requirements of Your Video Toolkit with Tricia Jane Wiles and Bob Perkins (AA-ISP)- Accelerating Revenue Series- David Lewis (LinkedIn)- Christian Wiles (LinkedIn)- CostcoSubscribe, 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.

Virtual professionals not only grant you the time you’ve been craving, but they also improve your customer experience with processes and systems that work.In this episode, I interview Daniel Ramsey, CEO and Co-Founder at MyOutDesk, about how virtual professionals affect customer experience.Daniel and I discussed:- How VAs earned a shout-out in Tim Ferris’s 4-Hour Workweek- Setting expectations: the honeymoon metaphor- Why the Philippines provides such exceptional virtual professionals- When customers know they need VAs but can’t articulate it- Strategic gates and failsafesCheck out these resources we mentioned during the podcast:- Daniel Ramsey on LinkedIn- MyOutDesk- Airbnb- UberSubscribe, 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.

When marketing speaks to one-to-many, we’re addressing industries. When we speak to one-to-few, we’re addressing personas. But personal relevance in one-to-one messaging means that we speak to how unconsidered gaps will affect that individual specifically.In this episode, I interview Kristina Jaramillo, Founding Partner at Personal ABM, about the difference between personalized and personal ABM — and why the key is CX.Kristina talked with me about:- What putting the customer first really means- How you should be using LinkedIn- Personalized vs. personal ABM- Who to target and how to target them- The relationship between ABM and CXSubscribe, 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.