The Customer Experience Podcast

Employee experience and internal culture are not just a “nice-to-have,” but they bring material influence to bear on measurable business results.In this episode, I interview 2 guests about CX through EX: Kristie Ornelas, Head of CX Marketing & Communications, and Steve Cox, Vice President of Digital Lifecycle Journeys, both at Cisco (named #1 on the World's Best Workplaces list two years in a row by Great Places to Work and Fortune Magazine).Kristie, Steve, and I talked about:- The focus on retaining employees and helping them to advance like customers- To hire diverse people, create a diverse interview panel- Enabling employees to serve their local communities- The creation of role communities inside of their CX function- Why your workplace should be a community, not a familyCheck out these resources we mentioned during the podcast:- Cisco- Cisco CX on Twitter- Cisco CX blog- Nordstrom- Yanni’s Bar & Grill- Love Knows No BoundariesSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Superfans!You may have some.You may have had some and lost them. You may have fans — who would be superfans — if only you engaged them the right way.Regardless, you always want more superfans.But you have to work for them.In this episode, I interview Brittany Hodak, speaker, writer, and co-founder of the Superfan Company, about what a superfan is and how to build a base of them.Brittany and I chat about- What a superfan is and how you create them- The 5 steps of the SUPER system- How Brittany got offers from four of the five sharks on Shark Tank- The biggest threat to business (it gets no airtime)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.

It opened doors that I didn’t know existed. I met new people, found new opportunities, and received other unexpected benefits from organizing my thoughts.This result of writing, publishing, and selling a book makes the entire 6-step process worthwhile.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 am here today to share Part 2 of the 6 Ps of Writing, Publishing, and Selling Your Book.A very quick overview:- The 6 Ps: purpose, proposal, process, publishing, people, and promotion- Publishing decisions should be guided by purpose- It takes a village of people to publish a book- Promotion is ultimately your responsibilityCheck out these resources to help you navigate the 6 Ps:- This is a blog post of reflection on writing my book- Check out this slide deck of the 6 Ps- Building Relationships Through Video (my talk about writing)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.

Imagine you’re a new SDR, and your manager tells you to ‘Shut up and dial!’ The experience for the person on the other end of the line is going to be less than exceptional, don’t you think?In order to land promising meetings, we’ve got to stop measuring success by volume.In this episode, Ernest Owusu — retired NFL athlete turned Sales Development Leader at 6sense — talks to me about… - Why volume shouldn’t define an SDR’s success- 4 sales development tactics that aren’t going anywhere- Best practices for hiring and onboarding SDRs- The 3 C’s that SDRs need to offer exceptional CXFollow Ernest on LinkedIn or Twitter @theernestowusu.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.

What should your first 30, 60, and 90 days in a new CX role focus on? Be prepared for most of your time to be spent listening.In this episode, I interview Jeff Breunsbach, Director of Customer Experience at Higher Logic and Founder at Gain Grow Retain, about designing a peer-to-peer community that goes beyond online.What we talked about:- The relationship between customer experience, community, and customer success- The vision underlying Gain Grow Retain- The first 90 days in a new CX role- Creating a peer-to-peer communityCheck out this resource we mentioned during the podcast:- The Gain Grow Retain PodcastSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Customer success’s job is to close the little loop — to solve the individual’s problem. But it’s the role of product marketing to close the big loop and adapt company strategy by listening to and acting on the voice of the customer. In this episode, I interview Lauren Culbertson, Cofounder & CEO at LoopVOC, about how companies can unify their teams around the voice of the customer.Lauren and I chat about:- The 2 loops and how to close them- Sources of customer feedback (the importance of natural language processing)- Where to position VOC in your org- Data sources and segmentation: NPS, online reviews, and Salesforce notesSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Every business is a relationship business. It's really important to humanize a brand, especially when the brand is financial because finance can be very complex and impersonal. When it comes to recasting a large-scale event into a webinar, it turns out that video networking is really effective.In this episode, I interview Bo Brustkern who is the co-founder and CEO at LendIt Fintech, about his love for and strategic use of video.Bo talked with me about:- Why entrepreneurs should feel optimistic about FinTech in 2021- The strategy for transforming in-person events into personal virtual events- The life-and-death pivot his company made in the last 12 months- Why he always uses video to share bad newsSubscribe, 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 one of your goals for 2021 includes writing, publishing, and selling a book, you might be looking for a roadmap right about now. 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 am here today to share Part 1 of the 6 P's of Writing, Publishing, and Selling Your Book.A very quick overview:- The 6 P's: purpose, proposal, process, publishing, people, and promotion- Purpose is knowing why you are writing- You absolutely need to write a book proposal- Your new mantra for the writing processCheck out these resources to help you navigate the 6 P's:- This is a blog post of reflection on writing my book- Check out this slide deck of the 6 P's- Building Relationships Through Video (my talk about writing)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.

Eric and David did, and it utterly changed how they thought about value. - The relationship between customer experience and customer success - 2 new ways to think about the human/machine relationship 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.

Purpose is your reason for being — why you do what you do. But noble purpose means that what you do is in the service of others. When you have a noble sales purpose, your reason for serving others sits at the center of your commercial model. And that changes everything. In this episode, I interview Lisa Earle McLeod, Founder and Keynote Speaker at McLeod & More, Inc., about how noble selling purpose utterly changes CX and EX for the better. Lisa shared so many actionable pieces of wisdom in our conversation. Here are 3 things you can do immediately and for free: - Find and share your customer impact stories - Ask how the customer will be different as a result of doing business with you - Open every meeting with 90 seconds featuring one of your customers to bring them to life for your team Check out these resources we mentioned during the podcast: - Lisa is the author of Selling with Noble Purpose - Lisa is a LinkedIn Learning instructor with courses like Leading with Purpose - Follow Lisa for her “Work on Purpose” newsletter 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.