The Customer Experience Podcast

In this digital age, people are searching for more human connection than ever before. As B2B marketers and sellers are finding more ways to automate top-of-the-funnel processes - like chatbots - we may actually be losing leads because of it.  Comparatively, employing live chat can double top-of-the-funnel opportunities. At least, that’s what Interchanges’ president, Nelson Bruton, has seen. Nelson sits down to fill us in on how we can increase live chat conversations and success. He discusses: Live chat vs. automated chatbots Using video to build stronger relationships Increasing live chat conversations fourfold Reducing friction in the customer’s experience Check out The Customer Experience Podcast on Apple Podcasts, Google Play, Spotify, or Stitcher.

Human, helpful, and relevant. These are 3 attributes we need to create within our organizations to deliver great experiences for our customers. Dan Tyre, co-author of The Inbound Organization and HubSpot executive, came on this episode to share his insights from 35 years of experience in the business world—including why using video in your prospecting is approaching “must-have” status. What we talked about: Why you should never, ever, ever check your bags at an airport Why customer experience is the only differentiator in an age of ubiquitous technology The sky-high expectations of today’s customers The importance of giving your team autonomy Why video is revolutionizing prospecting Why self-service equates to excellent service for the modern buyer Resources we talked about:   The Inbound Organization by Dan Tyre and Todd Hockenberry Rehumanize Your Business by Ethan Beute and Stephen Pacinelli   Incorporate Massage (and Founder/CEO Amelia Wilcox) How to Define a Customer Experience (CX) Strategy [HubSpot blog] dtyre@hubspot.com

Customer experience is a moment that is created between two individuals, where a desire meets a craft. Not everyone gets it right every time, but it’s an opportunity to create a moment with another human being as a stimulation for a long-term relationship. Lance Risser, VP of Southwest Field Operations and Levi Ayriss, VP of Northwest Field Operations at Dutch Bros. Coffee, came on this episode of The Customer Experience podcast to walk us through how to meet customers where they’re at in life and keep your core while expanding rapidly. What we talked about: Why coffee is what Dutch Bros. does—but it’s not who they are How to grow fast and maintain your culture Several books in the Dutch Bros. resource library The Optimist Creed How to balance high-volume sales and a deeply personal customer experience Resources we talked about: Raving Fans and The Servant Leader by Ken Blanchard QBQ! The Question Behind the Question by John G. Miller The Power of Moments by Chip and Dan Heath The Optimist Creed Si Casa Flores in Grants Pass, OR Chick-Fil-A

If you want to learn a little bit about training and certifying your sales teams to speak your customers’ language you’re in the right place.  Alex Rosemblat, VP of Marketing at Datadog, came on this episode of The Customer Experience podcast to walk us through how he’s training his sales teams to truly understand and speak their customers’ language.  What we talked about: Your customers speak their own language So, how do you learn it? Listening for ‘the crinkle’ Building your curriculum Resources we talked about: Alex’s LinkedIn Datadog The Digital CMO’s Guide to Marketing Management

There’s something that I’m tired of. I think you're probably tired of it, too: When you accept a LinkedIn connection request and the person immediately hits you up with an unsolicited and irrelevant sales pitch in a direct message.  So, I decided to reach out to you, to collect your feedback on this issue. And on this episode of The Customer Experience podcast I’m talking through what you had to say about it and what we can learn from this issue to create the best customer experiences going forward.

In any given company, not all customers are created equal.  So, we need to know where, when, and in whom we should be investing.  Well, on today’s episode of The Customer Experience podcast, we did something a little bit unique — we put customer experience into a financial context. Sarah Toms came on the show to talk about customer centricity: aligning your products and services to the needs of your customers to maximize their value to your firm.  For the past six years, Sarah has served in IT Director roles at The Wharton School at the University of Pennsylvania. She is currently the Executive Director of Wharton Interactive at The Wharton School and recently co-authored a book titled, “The Customer Centricity Playbook.” What we talked about: What is customer centricity What are common myths and misperceptions about customer centricity How to get an approximation of your LTV What sparked Wharton Interactive Resources we talked about: The Customer Centricity Playbook Wharton Interactive The Manifesto   Check out our podcast on Apple Podcasts/Apple Podcasts, or on Google Podcasts/Google Play, or Spotify and even on Stitcher.

Research shows that people are actually more willing to share about the positive experiences they’ve had with companies than the more negative ones.  So, why don’t they? Well, most of us just haven’t had those kinds of really positive experiences. So, what can you do to create those positive experiences and change that sentiment? That’s exactly what we’re talking about today with guest Dan Gingiss. Dan has run social media and digital marketing at companies with household names such as McDonald's, Humana, and Discover. He’s also the Chief Experience Officer at the company, Winning Customer Experience.  Here’s what we talked about: Why you should be your own customer How to identify and resolve pain points How to create extraordinary customer experiences

Customer’s so wish every business understood these 4 things that Mike Redbord shared with us on our our Customer Experience Podcast. Mike’s the GM of Service Hub at HubSpot, and he came on our show to share a few secrets from inside the customer’s mind: What every customer wished businesses understood Why CX is a feeling, not an operation, a department, or a function Third-party validation Customer reference programs A few resources we shared on this episode: Mike Redborn’s LinkedIn The State of Customer Service in 2019 Check out our podcast on Apple Podcasts/iTunes, or on Google Podcasts/Google Play, or Spotify and even on Stitcher.

After “What’s the meaning of life?”, here’s the next most important question: Do I need permission to repost this? Can’t answer the first one for you, but the second one is a gigantic yes. I sat down with Sharon Toerek, Intellectual Property and Marketing Law Attorney who helps creative professionals protect, enforce and monetize their creative assets. Her work with small advertising and marketing entrepreneurs is driven by her understanding of customer experience.  “Customer experience means to me that at the end of the day, at the end of the transaction, did the customer feel heard? Did they feel seen?” Sharon said.

You only think you’ve built a great relationship with a client. But...you didn’t check up on how their goals are evolving. Churn, churn, churn. I got to talk to Luke Owen, Director of Customer Experience at Formstack, about what it means to have the words “customer experience” in his job title. “For me, customer experience is the heart and soul of an organization that supersedes that relationship with the client,” Luke said.