The Customer Experience Podcast

While it may seem simple, member and employee experience is a difficult prospect to manage. There are many personalities, wants and needs to balance.  By taking the time to spend time with people to hear them, understand their perspectives and walk the journey of finding their needs, you build a roadmap of creating a culture that translates to satisfied employees who connect with satisfied members.  Hear our conversation with Jason Champion, Director of Member Experience at NRTC:Why using employee Enneagrams will change the way leaders communicateHow Jason fell into working in customer experience from salesWhat NRTC did to revolutionize member experience during COVIDWhere to focus on employee and member experience    More information about Jason Champion and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/jasonchampion1/ Company Website: https://www.nrtc.coop/ Other Relevant Links: The Enneagram Institute, John Gates on LinkedIn, Posie Fields Flower Farm, Chick-fil-A  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Can you imagine doubling or tripling engagement on your social media? Maybe it’s not as hard as you think. Take it from somebody whose operations have had an average of 180-240% increase in engagement for customers, boasts a 98% sales conversions and even reigned in an unfathomable 12,000% increase for the likes of monster personality, Gary Vaynerchuk. Hear our conversation with Kate Bradley Chernis, CEO at Lately.ai:How to create fans and evangelists out of customersWhat a 98% sales conversion rate leader doesHow AI can save you time and moneyWho can benefit from AI in their social media  More information about Kate Bradley Chernis and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/katebradley/ Company Website: https://www.lately.ai/ Other Relevant Links: Kate Bradley Chernis on Twitter, Lately.ai, Lauren Turow on LinkedIn, Southwest 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.

It would be different to receive a marketing email asking you to respond with a “1” for more information on a topic. The campaign most likely wouldn’t have the ROI a brand would be looking for.  For SMS marketing, that’s exactly what’s happening… and it’s working. Texting is the latest marketing funnel focused on personalization and data gathering. Its capabilities in getting target audiences to interact is changing the game for brands and marketers.  Hear our conversation with Sara Varni, CMO at Attentive:Why SMS texting is the personal and meaningful approach to marketingHow marketing is a long game; not short Why building a digital persona is so important to marketing What roadblocks are in place for successful digital marketing More information about Sara Varni and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/saravarnibright/ Company Website: https://www.attentivemobile.com/ Other Relevant Links: Sameer Dholakia on LinkedIn; Glossier  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

We go through life with a million different moments that shape who we are, our experiences and how we interact with others.  How do we differentiate between what matters and what doesn’t?  It’s about the confluence of competition, commoditization and digital transformation. I’m Ethan Beute, Chief Evangelist at BombBomb, here to give you three specific tips on customer experience and focusing on the moments that matter.  Listen in to this episode to learn about: Why moments matter to them, not you How the difference between a reactive and proactive approach matters What digital transformation means for the acceleration of commoditization  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

If you build it…they probably won’t come. So how do you make them? A key way to do that is by positioning yourself, and what you’ve built, differently. You’ve got to position yourself in a way that is unique and not easily duplicated. Make yourself the valuable commodity of the conversation and then, you have something of value that will bring people in. Hear our conversation with Justin Stoddart, Productivity Expert and Founder & CEO at Think Bigger:Why the difference between doing and becoming is essential How to communicate with potential clients to quantify and demonstrate valueWhat it means to create an upstream business model Why solving problems not related to your business excels your business More information about Justin Stoddart and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/justinstoddart Company Website: https://justinstoddart.com/ Other Relevant Links: The Upstream Model 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 move from being a valued member of a team to the leader of a team, there’s a mindset shift that needs to happen.  Whether you’re in sports, fitness or sales, a leader understands that making personal connections are just as important as the job. And what got you to be No.1 in the game, isn’t necessarily what’s going to help someone else. It’s about human-centered connections and opening yourself up to change.  Hear our conversation with Ni Adesokan, Senior Manager, Strategic Brands at Affirm:How to inject being human to automated virtual interactionsWhy connecting with your team on a personal level changes the gameWhat to do when you get pushback from inbound and outbound sales developmentWhy shifting your mindset going into a leadership position is so important More information about Ni Adesokan and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/ni-adesokan-b8ba2481 Company Website: https://www.affirm.com/ Other Relevant Links: Le Nguyen on LinkedIn; John Clavadetscher on LinkedIn; Starbucks Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

There are 300 unopened emails in your inbox as of this morning and mentally, you’re starting to shut down.  Sound familiar?  The psychology behind the overwhelm of email overload focuses on productivity as a skill, not a personality trait. Today’s guest boils things down to this: unopened emails are unmade decisions.  The solution is easier than it may seem and based entirely on how you work and thrive.  Hear our conversation with Melissa Gratias, Owner and Principal of Progress Not Perfection:How to prioritize progress above perfectionHow to discern the difference between effective and efficientWhy your inbox is a train station platformWhat tricks can help you achieve a sustainably organized workday Which underlying problems keep people from achieving success  More information about Melissa Gratias and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/melissagratias Company Website: https://melissagratias.com/ Other Relevant Links: 4 Ways to Estimate How Long a Task Will Take; JenDangelo.com  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Authenticity is today's buzzword. "Be authentic!" say all the business gurus. What if they're wrong? What if being authentic is not always the best idea? What if — and work with us here — keeping it real is actually the wrong thing to do? Listen in on our conversation with Andrew Brodsky, Assistant Professor of Management, McCombs School of Business, The University of Texas at Austin:How employees come off as authentic in their interactions with customersWhy being authentic isn't always the bestWhat emotional labor is and why it mattersThe best and worst modes of communication for virtual workWhy you aren't as good as you think at reading other people's emotions  More information about Dr. Huffman and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/andrewsbrodsky/ Company Website: https://www.utexas.edu/ Other Relevant Links: Dear First Name; ABrodsky.com; Communicating Authentically in a Virtual World (HBR); The Dos and Don’ts of Work Email from Emojis to Typos (HBR); Stephanie Fazio’s Fantasy Books; Alderac Entertainment Group; War Chest  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Digital pollution is unwelcome digital distractions that slow us down, confuse, frustrate, and annoy us, and sometimes even threaten us. If it’s not the right message for the right audience at the right time, it’s probably digital pollution — and damages our brand relationships. I’m Ethan Beute, Chief Evangelist at BombBomb, here to give you two specific cautions about operating in a digitally polluted environment. Listen in to this episode to learn about:What digital pollution isWhat the three types of digital pollution areHow we should view consequential pollutionHow personalization can cut through some pollutionWhy human-centered communication is an antidote to digital pollution  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Nobody is far away or out of reach anymore, not in the digital environment. Welcome to the Death of Distance.  We all can be reached anytime, anywhere. What does the Death of Distance do to us psychologically? What does it do to our safety? Hear our conversation with Dr. Erik J. Huffman, Director of Information Technology at BombBomb:How the digital environment has changed our concept of “customer”What cyberpsychology is and why it mattersWhat impact digital pollution and the death of distance haveWhy cybersecurity is growing so much and needs to grow even moreWhy Erik launched MiC Club and the state of diversity in cyber  More information about Dr. Huffman and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/dr-erik-j-huffman-5a187438/  Company Website: https://bombbomb.com/  Other Relevant Links: Dr. Erik J. Huffman: The Making of a Cyber Victim, Human Hacking: The Psychology Behind Cybersecurity, Cyberpsychology | TED Talk   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.