The Customer Experience Podcast

Not all elevators are created equal. Some have the emergency button placed too high for a child or a person using a wheelchair to reach. The design is not centered on what a human needs.Same applies to visual design.In this episode, I interview Joey Kilrain, Founder/CCO Experience Design at DED, about the intersection between the importance of visual design on CX, UX, and UI.Joey and I talked about:- The complicated Venn diagram of CX, UX, and UI- How Human-Centered Design serves customers- Tips for having a constructive conversation about design- Brand guidelines vs. design systems- What Joey has learned from teaching designSubscribe, 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 of the least aligned teams are often sales and customer success. I’ve learned so much from my podcast guests about why that’s problematic and what to do about it.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. Join me to hear some strategies for promoting alignment between CS and sales.Here are some thoughts from the episode:- How marketing affects CS- Making sales to customer success handoffs better- What CS can teach sales and what sales can teach CS- Aligning pre-sale and post-sale for customer retention- The success leader is the conduit between the company and customerSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

If you can combine customer-centricity and innovation as a cultural mindset pervasive throughout your company, then you’ve really got a recipe for long-term success.In this episode, I interview Dennis Geelen, Founder at Zero In and author of The Zero In Formula, about building customer-centric innovation into the company's cultural mindset.Dennis and I also talked about:- The 3 main components of customer experience- Why indifference, not hate, is the opposite of love- All things CCI and how it affects culture- Calculating the lifetime value of your customers- Reducing hunger and raising community loveSubscribe, 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.

Human factors is a field of science that explores capabilities and limitations of humans as they interact with a product, technology, or service. The goal of human factors is to capitalize on the capabilities and to circumvent the limitations to create an optimal human-machine interaction. In this episode, I interview Anand Tharanathan, Chief Product Officer at MetaCX, about incorporating human factors into every aspect of design.Anand talked with me about:- Tips for building a superior design team- User centered design: what it is and why it matters- Starting with empathy- How to synthesize insights into viable tests- Becoming a first-time Chief Product OfficerSubscribe, 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.

If your brand is the stories people share about you, the concept of brand storytelling is how you take control of those stories by bringing humanity into the way you lead and communicate.In this episode, I interview Gabrielle Dolan, Speaker and Author at Gabrielle Dolan Consulting and Founder of Jargon Free Fridays, about the trends driving brand storytelling and how to influence stories told about you.Gabrielle spoke with me about:- The power of telling magnetic stories- 5 types of stories that every business needs- Being intentional, authentic, and strategic about sharing who you are- The origin story for Jargon Free FridaysCheck out these resources we mentioned during the podcast:- GabrielleDolan.com- Gabrielle on LinkedIn- Gabrielle on Twitter- Books by Gabrielle- Elise Turner on LinkedIn- Habbot Shoes (Flats)- Ferguson Plarre Bakehouses- Mekong Capital- Columbia RestaurantSubscribe, 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.

Everyone’s looking to you as the new dedicated CX leader to structure the customer experience. What are your two functions? What three practices will help you achieve them?In this episode, I interview Logan Lyles, VP of Customer Experience at Sweet Fish Media, about being the pioneer of the CX role at his company.Logan & I talked about:- How our mutual friend James Carbary introduced us in Colorado Springs- The two halves of Logan’s CX team: customer success and content production- What the first 90 days as VP of CX looked like- Why incorporate video into your internal and external messagingCheck out these resources we mentioned during the podcast:- B2B Growth- SweetFishMedia.com- Riverside.fm- Sounder.fm- Megan Bowen on LinkedIn- James Carbary on LinkedIn- Never Lose a Customer Again by Joey ColemanSubscribe, 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.

The best conversation that you can have with a customer is one in which they don’t walk away without answers. That might sound obvious, but the path to arriving there requires you to know exactly how to balance bot and human — and how to transition seamlessly between them.In this episode, I interview Ali Biggs, Senior Director of Product Marketing at Intercom, about marketing for a conversational relationship platform (CRP).Ali also talked with me about:- The relationship between EX and CX- The conviction that relationships with customers are paramount- Utilizing bots to converse at volume- Where to position product marketing for greatest effectCheck out these resources we mentioned during the podcast:- Lauren Vaccarello- NybllSubscribe, 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.

If you want to drive revenue growth, you need to have great CX. If you want to drive great CX, you need to have great EX. In other words, the employee experience is a precursor to the customer experience.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’m here today to share some of the connections I made about EX while interviewing Mathew Sweezey for the next book I’m cowriting with my longtime friend Steve Pacinelli.I love to share the things I’m learning:- Discussion of The Experience Equation- Discussion of the Service Profit Chain article from HBR- Discussion of the Heskett, Sasser, Schlesinger Service Profit Chain book- Bottom line: How internal service quality drives everything in your companySubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Not only should everyone want to have customer experience as an integral part of their org’s DNA, but they should also be accountable for the fact that they are a part of the customer’s experience. In this episode, I interview Leah Chaney, Founder and Chief Experience Officer at BetterGrowth, about her brilliant 4 A’s of Accountability bucketing system.Leah talked with me about- How customer experience is like a theme park- The 4 As and how to scale them- How to weave retention into all of your goals- Cultural impediments to the CX conversationCheck out these resources we mentioned during the podcast:- Buc-ee’s- BreakoutCS- Revenue CollectiveSubscribe, 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 last cold email you received probably made you feel disengaged at best. It’s also the reason why the average cold email response rate is 1%.In this episode, I interview Jason Bay, Chief Prospecting Officer at Blissful Prospecting, about bringing empathy back to the sales process.We also talked about:- The 2 sales enablement fails and what should replace them- The REPLY method for cold emailing- The next wave of video and his video strategy- Long form content vs. bite-sized contentCheck out these resources we mentioned during the podcast:- BlissfulProspecting.com/Ethan- Jason Bay on LinkedIn- Proposify- AppleSubscribe, 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.