The Customer Experience Podcast

Let’s drill into sales enablement. Not just the important question of how we can best prepare our salespeople, but I’m talking here about how we set them up to serve our customers successfully? Sales isn’t about quotas; it’s about pursuing our clients’ success. Which is why it’s completely apt that my guest on this episode of The Customer Experience Podcast was a customer who was absolutely delighted with Chorus.ai before becoming their VP of Sales. I recently talked with Joe Caprio, VP of Sales at Chorus, about sales best practices, sales enablement (and sales readiness), sales training, and more.  Joe and I discussed the true impact of sales engagement and how you can execute on the strategies Joe has implemented. Stay tuned in for: How to make your rookie BDRs as good as your veterans in half the time What it’s like to be your own ideal customer Time to productivity, productivity per person The dreaded Monday lecture Bonus: Joe reveals what he wishes marketing knew about sales.

Human domination by superintelligences is pretty much the thing to be talking about, ever since the Golden Age of Sci-Fi. Has the passage of nearly 70 years since then made us more or less susceptible to Alexa, Cortana, Siri, and others like them? That’s what William Ammerman, author of The Invisible Brand: Marketing in the Age of Automation, Big Data, and Machine Learning and the EVP of Digital Media at Engaged Media, came onto my podcast to explain. We got into discussion about voice, AI, and machine learning, all of which are doing their part to draw us humans into empathic relationships with our devices... even while those devices are becoming better equipped to influence and persuade us. I mean, when a 4-year-old can use voice to search millions of songs in a music library — all without being able to read — then AI has come a long, long way from world domination. Listen to this episode of The Customer Experience to hear William talk about what he means by invisible brands and how they massively impact marketers and consumers. You’ll also hear about:  Psychotechnology and how it affects your buys “Googlenoia” (Google + Paranoia) How chain stores know whether you’re pregnant (before you tell your dad) Persuasion has become a science — but has it become an artificial intelligence yet? We’ll also talk about what you’ll read about when you open The Invisible Brand. Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher

The benefits of being a lifelong learner are priceless. But, have you ever considered learning more about a different profession in order to improve the work you do? That’s exactly what Scott Barker has done on multiple occasions. Scott is the Head of Partnerships at Sales Hacker and the host of The Sales Engagement Podcast; although, don’t pigeonhole him as solely a sales pro yet. In this episode of The Customer Experience Podcast, Scott and I discuss: His definition of customer experience What the line between marketing and sales really looks like 4 tools sales pros should borrow from the marketing team How to explore other worlds in order to inform your own work Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher

My wife and I recently had to go out and buy a new car.  And if there aren't customer experience lessons in that process, I don't know where else they are.  So, on this episode of The Customer Experience podcast, I shared the 5 things I learned about the customer experience...by being a customer.

“One question can change everything.” Indeed, it can. On the latest episode of The Customer Experience Podcast, I have the pleasure of speaking with Brian Robinson, author of best-selling The Selling Formula and VP of Strategic Partnerships at Works24.  Brian fills us in on: His definition of great customer experience How to adjust your mindset before entering a sales conversation Why your questions are the main reason deals are closed or not How to ask the best sales-related questions Check out Brian’s #1 Best Seller on Amazon, The Selling Formula, for more expert advice. Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher

Millennials are the most diverse generation in U.S. history with 44% of the generation reporting minority backgrounds.  That means, if companies haven’t figured out how to work with or sell to millennials, it’s best to start— well — now. One idea to seriously consider is cultural empathy. On the latest episode of The Customer Experience Podcast, I have the pleasure of speaking with an expert and practitioner of cultural empathy, Kristin Messerli.  As the founder and CEO of Cultural Outreach, Kristin has a distinguished insight into reaching up-and-coming markets. Kristin fills us in on: Her definition of customer experience Generational differences in the expectations of companies What millennials need from their employers The value in understanding cultural nuances within and outside of your organization Resources mentioned in this episode: Resources for targeting millennials Dave Savage - Mortgage Coach Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher

We’re all familiar with the traditional sales-led way of acquiring customers: They demo the product and are passed along to one of your salespeople. And, hopefully, the perceived value of your product matches their actual experience. What if you just let them experience the value right away? No strings attached. This product-led model is what Wes Bush sees for the future of selling (and not only for software). Wes is the author of Product-Led Growth as well as the founder of the Product-Led Summit. He defines customer experience as the point where perceived value and experienced value meet. Additionally, Wes shares: What product-led growth is compared to a traditional sales-led model Hurdles to look out for when transitioning from sales-led to product-led What marketers should know about customer experience Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher

Every time Cory Scheer puts on his Brooks running shoes, he has a great experience.  He doesn’t get blisters and his feet feel comfortable. And when it’s time for a new pair of shoes, he turns to Brooks. So, how do you create experiences like this? Experiences that make your customers want to come back again and again? On this episode of The Customer Experience podcast, Cory joined us to talk about why building trust is the key to developing a loyal customer base.  Cory currently serves as Director of Church and Community Engagement at Pleasant Valley Baptist Church. Previously, he’s been the Business Director at a whitewater rafting company in Colorado, VP of Strategic Partnerships at the YMCA of Greater Kansas City, and Dean of Admissions at William Jewell College.  He also earned an Executive MBA and a Doctorate in Education, completing his doctoral work on the topic of trust, value, and loyalty in relational exchanges. Check out our podcast on Apple Podcasts/Apple Podcasts, or on Google Podcasts/Google Play, or Spotify and even on Stitcher.

Everyone in your organization should be selling.  All the time. At least, that’s what I learned from Jacco vanderKooij, the founder and CEO of Winning By Design. And, I’d have to say I whole-heartedly agree with him. On this episode, I talk about: The best ways to differentiate your brand The anti-silo approach Creating scalable processes Delivering impact on a constant basis Resources I mention: Books by Jacco Winning By Design’s YouTube channel Check out our podcast on Apple Podcasts, or on Google Podcasts/Google Play, or Spotify and even on Stitcher.

With regard to customer experience, alignment within our organizations and across our teams is one of the biggest opportunities and challenges in front of us.We’ll get into - and a lot more - that with today’s guest, Sangram Vajre. Sangram is the co-founder and Chief Evangelist for Terminus, the #1 rated account-based marketing (ABM) execution platform and leader of the ABM movement. During the episode, we talked about how internal alignment can have a huge impact on your customer experience. Sangram gave some super practical tips on how to go about aligning your teams so that everyone is focused on the same endgoal: Have Smaller, More Focused Meetings Change your metrics and KPI’s Encourage interaction between teams Own and Celebrate the Results Implement Account Based Marketing Checkout these resources we mentioned during the podcast: “Account-Based Marketing: How to Target and Engage the Companies That Will Grow Your Revenue” “ABM is B2B.: Why B2B Marketing and Sales is Broken and How to Fix it”.  Sangram also talked about an organization that is near and dear to his heart, it’s called New Story. Check it out! Get more from The Customer Experience Podcast! Subscribe (and leave a rating or review): Apple Podcasts/Apple Podcasts Google Podcasts/Google Play Spotify Stitcher