The Customer Experience Podcast

Customer experience usually manifests in a one-to-many or a one-to-few relationship style. But personal experience (PX) is CX on a one-to-one basis.    After all, people don’t care about brands. We care about the people behind the brand.   In this episode, I interview Greg Segall, CEO & Founder of Alyce, about how personal experience (PX) helps shorten sales cycles and build trust.   Greg and I talked about:   - The relationship between CX and PX   - Video, gift-giving, and creating relationship with a brand   - Tips for PX at high volume (hint: also includes video)   - The role of purpose in an entrepreneurial mindset   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.

People are coming to your website because they actually want to evaluate you. Who you are online is something that absolutely impacts your business — whether positively or negatively, depending on how you’ve scaled.    In this episode, I interview Nicholas Holland, General Manager and Vice President of Marketing Hub at HubSpot, about marketing considerations for improving website experiences.   Nicholas talked with me about:   - Why websites are so crucially undervalued right now   - The metrics that matter in on-site experiences   - What’s ahead for marketers in 2021   - Free vs. freemium at HubSpot and beyond   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.

Discovering the Aha moment in your business is a big deal. It can affect the entire course of the customer experience because it creates impressions that your customers can feel, remember, and act on.   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, here today to share some things I’ve learned about Aha moments.   You can hear me talk a bit about:   - The reasons our team has sent about half a million personal videos   - The Aha moment with video messages   - Resources for understanding the Aha moment in your org   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.

Nobody likes to be sold to. (Not even sellers, if they’re honest.) Instead of being a sale, customers want a specific solution that originates from their current mindset.   In this episode, I interview Kristin Zhivago, Founder and President at Zhivago Partners, about mindset-driven marketing, otherwise known as selling the way that customers actually want to buy.    Kristin talked with me about:   - How COVID-19 inspired Kristin to formulate mindset-driven marketing   - Why so many companies don’t deliver on their promises   - Customer interviews & mindset immersion   - Selling successfully when nobody likes being sold to   Check out these resources we mentioned during the podcast:   - Kristin’s book is Roadmap to Revenue   - Learn about mindset-driven-marketing: introduction, example, how to sell   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.

Customer retention has always been important, but nowadays it feels absolutely vital. Trust, honesty, and relationship are the 3 broad categories of customer retention — but how to boil them down into actionable tenets?   In this episode, I interview Gowri Ramkumar, Customer Relationship Manager at Document360, about her guiding philosophy for customer support.   Gowri and I talk about…   - The relationship between customer experience & customer success   - How sales teams should act like doctors   - How honesty is required at every single level of communication   - How trust comes first   Check out this resource we mentioned during the podcast:   - Gowri’s podcast is Knowledgebase Ninjas   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.

How can I make people feel like the experience is just for them?   You’d think this question pertains to customer experience — and it does — but it originated from a Magic Moments mindset. As in, actual stage magic.   In this episode, I interview Jeff Kaylor, Fortune 500 Keynote Speaker at JeffKaylor.com and Cofounder at the Magic Estate, about how to bring wonder back into customer experience.   What we talked about:   - Deliberately creating wonder   - Planning customer experience by anticipating memory   - An unforgettable magician is someone fully present   - The magic moments mindset   Check out this resources we mentioned during the podcast:   - Jeff’s forthcoming book is called “Create Magic: Transforming Your Everyday Interactions Into Magical Moments”   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’s not just a box of cornflakes. It reflects something about you as a parent far beyond ingredients, taste, and health benefits.    How does your breakfast cereal make you feel about yourself?   In this episode, I interview Susan Meier, Founder and Principal at Susan Meier Studio, about creativity and brand strategy:   Susan & I discuss:   - The relationship between brand and customer experience   - What people are really afraid of about creativity   - The pervasive contempt of design as a waste of time   - The Venn diagram of customer research and customer needs   Check out these resources we mentioned during the podcast:   - Electrifyyourwork.com   - Patagonia   - Doximity   - Tony Petito, Singapore Repertory Theatre (& the email)   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.

You need to acknowledge that employee experience (i.e. happiness) is a bridge to customer experience.   In this episode, I interview Stacy Sherman, the Head of Customer Experience & Employee Engagement at Schindler Elevator and the Founder at DoingCXRight, about the EX/CX intersection.    Stacy and I chatted about:   - The role of video in EX and CX communication (one of my favorite topics)   - The heart and science approach to interest in CX   - Why Stacy spends nights and weekends on elevating the customer-centric culture    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.

Two sets of customers don’t equal just two customer experiences. Customer experiences are myriad — especially in B2B healthcare technology, where your customers can grow 5x in a month.   In this episode, I interview James Lloyd, Co-Founder and CTO at Redox, about serving both his customers (healthcare software vendors) and his customers’ customers (health systems).   James talked with me about:   - Managing multiple user experiences   - What healthcare can learn from other markets & vice versa   - The wild & mysterious world of telehealth   - What is the cynefin framework, anyway?   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.

You may think you’re selling products or services, but you aren’t. You’re actually selling decisions — and good feelings about decisions.   In this episode, I interview Master Hypnotist Paul Ross, CEO and Head Trainer at Subtle Words That Sell, about how to master selling using the power of language.   Paul shared about:   - How to imply a mutual relationship in your first sentence   - Being crafty and sincere at the same time   - The power of counterexamples in helping reframe a situation   - 3 things that neuro-linguistic programming (NLP) does   Check out these resources we mentioned during the podcast:   - Paul’s book: Subtle Words That Sell   - Paul will teach you to destroy your prospect’s objections   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.