The Customer Experience Podcast

Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it’s customer success that makes the money now, because they create the experiences for customers around moments that matter. Which moments matter most? In this episode of our Human-Centered Communication expert series (which originally aired on September 14, 2021), Steve Pacinelli and I interview Jacco van der Kooij, Founder of Winning by Design, about building a customer impact journey around moments that matter. Join us as we discuss:Why sales knowledge comes with great responsibilityHow recurring revenue models shift customer experience to customer successWhat the Bow Tie Funnel is and how it affects customer impactWhat the customer impact journey and counter impacts areHow priority has replaced other buying determinants 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. Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand. Ask yourself this: What am I doing right now with this customer to make sure that they’ll come back to me and not my competitor next time? In this episode of our Human-Centered Communication expert series (which originally aired on September 3, 2021), Steve Pacinelli and I interview Shep Hyken, Chief Amazement Officer and Customer Service Speaker at Shepard Presentations, LLC, about the drivers behind customer loyalty — as well as some loyalty killers. Join us as we discuss:Why customer service is a philosophy of mindHow to differentiate between repeat business and loyaltyWhat the common loyalty killers areHow to hire to avoid apathyWays to leverage presentation skills to define success 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. Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

What you see on video is pretty much what you get. Video gives you a sense of who the person is. At present and in the future, salespeople need to become comfortable with video through the techniques of “created charisma”.In this episode of our Human-Centered Communication expert series (which originally aired on September 21, 2021), Steve Pacinelli and I interview Viveka von Rosen, Co-Founder and Chief Visibility Officer (CVO) at Vengreso, about using video to create visibility in sales.Join us as we discuss:What the relationship between video and visibility isWho video is and is not good forWhy video gets straight to the heart of authenticityWhen to shift the script to create connectionWhat the role of LinkedIn is for salespeopleSubscribe, 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.

Here are three quick ways to better assess what people are saying with their faces and emotions (aka facial coding). Pay attention to engagement, the camouflage smile, and the two-sided impact of fear. The face is the only place in the body where the muscles attach right to the skin. Most of us aren’t aware of what we’re giving away. In the next episode of our Human-Centered Communication expert series (which originally aired on August 17, 2021), Steve Pacinelli and I interview Dan Hill, PhD, President at Sensory Logic, about emotional intelligence and facial coding. Dan spoke with us about:How to imbue a mission into work for employee retentionWhy contempt and sadness can be dangerous emotionsWhat to do to raise our emotional literacyHow Steve Jobs illustrates the positive and negative sides of angerWhy emotions stand apart from the rational parts of the brain  Check out these resources we mentioned during the podcast:Dan Hill, PhD (LinkedIn) Sensory Logic Grand Performance  Episode 75: Emotional Intelligence and The Power of Faces  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. Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

If you’ve been on a video call lately (and hasn’t everyone?), you’ve probably noticed how disengaged, distracted, or disconnected everyone is. This is partly because we’re all operating under the mistaken belief that virtual and in-person are one and the same, except that one just has a camera. Not so. In this episode of our Human-Centered Connection expert series (which originally aired on August 31, 2021), Steve Pacinelli and I interview Julie Hansen, Founder and Sales Presentation Expert at Performance Sales and Training, about video skills for virtual communication excellence.  Julie talked with us about:How much influence sales has over customer experienceWhy video skills are like acting skillsHow to speak to a virtual group as if they’re an individualWhat best video practices areHow to improve your video presence over time 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. Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Our Human-Centered Communication expert series is back! Listen to our most popular episodes with guests featured in our Wall Street Journal bestseller to pick up perspectives, strategies, and tactics to break through digital pollution and make real, human connection. Taking a teaching focus means truly listening to and identifying with the customer, and it’s built on a continuous coaching environment. To learn and to teach takes agility, vulnerability, and relatability. Find out how a 3x LinkedIn Top Sales Voice cultivated those traits in himself. In the fourth episode of our Human-Centered Connection expert series (which originally aired on August 10, 2021), Steve Pacinelli and I interview Morgan J. Ingram, Director of Sales Execution and Evolution at JB Sales Training, about personal communication strategies. Morgan chatted with us about:Why no single role “controls” the customer experienceWhat he learned from being open on LinkedInHow to become one of the 2-5% of people who take action on what they hearWhy becoming relatable and vulnerable was one of his best career moves Check out these resources we mentioned during the podcast:MorganJIngram.com 1UP Formula The Ride of a Lifetime by Robert Iger Ralph Barsi on LinkedIn Stance Socks  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. Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

You may not realize it but you’re already selling your personal brand to people.  And your personal brand is directly related to your company’s brand.  Today’s guest Dr. Cindy McGovern, helps us understand our personal brands and how they can directly coincide with the brands of our companies.  Hear our conversation with Dr. Cindy McGovern, CEO/First Lady of Sales at Orange Leaf Consulting:How you can establish your personal brand What people are saying about your legacy How perfecting your personal brand is not selfish How to be proactive in selling your personal brand More information about Dr. Cindy McGocvern and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/drcindy/ Company Website: https://orangeleafconsulting.com Other Relevant Links: New Book: Sell Yourself; United Airlines  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

The amount of technology we have at our fingertips is vast and wide.It’s also underutilized in enhancing the customer experience. Today’s guest, Corey Shelton, helps us understand how we should be utilizing the technology we have to improve our customer experience from a digital perspective to gather data that can be utilized into actionable insights and from a direct human perspective.Hear our conversation with Corey Shelton, SVP of Marketing at Atlantic Coast Mortgage:How brand and customer experience are intertwined How to properly blend tech and humans to improve the customer experience When to utilize technology to help scale our customer experience Why it is more valuable to know what our customers do not want from usMore information about Corey Shelton and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/thecoreyshelton/ Company Website: https://www.atlanticcoastmortgage.com/ Other Relevant Links: Alex Kutsishin at Sales Boomerang; Dave Savage at Mortgage CoachSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

In some businesses, if you’ve been around for 40 plus years, you should probably think about either retiring or getting an educational refresh on the business. In tech, it couldn’t be more different. The industry is made of natural learners who gravitate towards using the latest and greatest tools available. Today’s guest has used their ability to never stop learning to build a tech driven business to help B2B tech startups with first-in-class sales. Hear our conversation with Edward Golod, Founder, CEO, Growth Leader with Data & P&L at Revenue Accelerators:What three things a tech startup needs to succeed How sales is different now from 40 years agoWhy selling to enterprise level C-Suites is so difficultWhat the value selling approach means More information about Edward Golod and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/edwardgolod Company Website: https://www.revenueaccelerators.com/ Other Relevant Links: Matt Dixon on LinkedIn; Tony Parinello on LinkedIn Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

When you’ve been in the business of customer experience for nearly two decades, you’ve seen every interaction of what CX can mean at the individual and corporate level.  The “why” behind CX and the importance of is as simple as making happiness a habit. Keeping your team running smoothly so they’re happy and keeping your clients in the know so they’re happy.  Easier said than done.  Hear our conversation with Adrian Brady-Cesana, Founder and Chief Experience Officer at CXChronicles:What the four pillars of customer experience are according to AdrianWhy companies need a dedicated Customer Experience team memberWhat the challenges are around successful Customer Experience How the differences between Customer Success and Customer Experience set themselves apart  More information about Adrian Brady-Cesana and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/adrianbradycesana Company Website: https://cxchronicles.com/ Other Relevant Links: CXChronicles Podcast; Master’s in Customer Experience Management at Michigan State; Airbnb Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.