The Customer Experience Podcast

Learning from the best. When someone rapidly leaps to the top of their field, you know there are plenty of insights to glean.  During the past year Robyn LaVassaur, Executive Vice President of Sales at Summit Funding, went from local sales production … to national sales leadership. Hear my conversation with Robyn as we discuss:How to ask better questions to serve your customersHow she leaped to the top of the mortgage  How neural-coupling assists in better conversationWhy problem-solving leads to career successHow to set boundaries to balance family and work     More information about Robyn and today’s topics:Robyn LaVassaur on LinkedIn Robyn LaVassaur at Summit Funding PeakInsideSummit.com Chewy.com  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 episode 200 — and we’re celebrating the milestone with The EX Takes Mixtape - 12 top employee experience moments from episodes 101-199. Hear EX-themed highlights with these guests of The Customer Experience Podcast:Stacy Sherman, VP of Agent and Customer Experience at LiveopsBrittany Hodak, Keynote Speaker, Author, and Superfan StrategistElizabeth Dixon, Speaker on Strategy, Innovation, and CX; Principal Lead of Strategy, Hospitality, & Service Design at Chick-fil-AMark Schaefer, Speaker and Author of Marketing RebellionSue Woodard, Speaker and Mortgage and FinTech EvangelistShep Hyken, Customer Service and Customer Experience ExpertLisa Earle McLeod, Speaker and Author of Selling with Noble PurposeAndrea Morter, VP of Sales Ops at Get BeyondJohn Belizaire, CEO at Soluna Computing; Founder and Managing Editor at CEO PlaybookKristie Ornelas, VP of Customer Experience Marketing and Communications at CiscoErnest Owusu, Senior Dir ector of Sales Development at 6senseJacco van der Kooij, Founder at Winning by Design  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 it comes to customer data, context is king.  And user testing has become increasingly important as a resource for fine-tuning the customer experience.  It’s a marriage between UX and CX … and today’s guest brings nearly 20 years of experience as a CX leader, strategist, and practitioner who’s designed and conducted hundreds of studies. Hear my conversation with Janelle Estes, Chief Insights Officer at UserTesting and author of the book: User Tested: How The World’s Top Companies Use Human Insight to Create Great Experiences as we discuss: How UX and CX play together Why user testing is a unique solution to gaining human insights Why UX is finally gaining traction What types of user testing are effective How to get started collaborating around the customer journey More information about Janelle and today’s topics:Janelle Estes on LinkedIn UserTesting.com UserTested Don’t Make Me Think Outside In  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 does selling mangoes from a Jamaican street cart lead to skyrocketing success in today’s B2B sales environment?   In this episode, I interview Donald Kelly , Founder and Chief Sales Evangelist at The Sales Evangelist and author of Sell It Like A Mango: A New Seller’s Guide to Closing More Deals , about the best practices when it comes to training-up a successful sales organization in today’s marketplace.  Donald and I also talked about:How CX represents the buyer’s whole journeyWhy it’s important to use a cohort approach in salesWhat mindset helps to overcome fear in salesHow to achieve pipeline accuracyHow hosting your own podcast adds value   Check out these resources we mentioned:Donald C. Kelly on LinkedIn Donald C. Kelly on Instagram TheSalesEvangelist.com Sell It Like A Mango Logitech Apple  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 human experience is becoming increasingly more valuable.  As we move forward in time, human-to-human interactions are going to become more rare and therefore more valuable.  I’m Ethan Beute , Chief Evangelist at BombBomb , host of The Customer Experience Podcast , and recently coauthor of the Wall Street Journal bestseller Human-Centered Communication , together with Stephen Pacinelli . Listen in today to learn about why human-to-human moments triumph over commoditization and how to balance the tech touch with the human touch. In this episode, I contextualize and share a short passage from a 90-minute interview with me, Steve, and Mathew Sweezey , marketing futurist at Salesforce, during our research for Human-Centered Communication.  Here are some thoughts from the episode:Why the power of human-to-human moments increases as we get more digitalThe proportion of rarity and value in human momentsWhy humans are differentiators in sales and CXHow video messages beat the competition for attentionWhat Mat Sweezey’s take is on noise, pollution, and trust  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , 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.

Nobody wants to be sold to. Nobody. But nearly all of us are open to learning something helpful. Today’s guest, an edumarketing expert, teaches sales through education. Hear my conversation with Ginger Bell, Founder at Edumarketing:How to extend customer experience to people who aren’t your customersWhy education is better than salesWhat mindset shift will enable you to become an educatorHow to use video in edumarketingHow to get started sharing your expertise with customers  More information about Ginger and today’s topics:Ginger Bell on LinkedIn Edumarketing.com Sue Woodard on LinkedIn Archer Hotel Austin  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 does an iconic brand like Amex evolve to stay connected to their customers? By driving their CX Experience with innovation.   We take a deep dive into customer surveys and look at how Amex uses the latest technology to collect and distill relevant data.   In this episode, I interview Luis Angel Lalanne , Vice President, Customer Voice at American Express , about improving customer listening using technological tools that allow for higher quality customer feedback. Lewis and I also talked about:How Amex handles CX internally Best practices for executing customer surveys for high quality data A playbook on balancing and processing qualitative and quantitative feedbackUsing NLP to uncover patterns from customer surveys What implementing new CX technology looks like at Amex   Check out these resources we mentioned during the podcast:Luis Angel Lalanne  American Express  University of Michigan USAA Lippincott Human Era Index  Sea Scouts  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.

We could call it customer experience. Or we could call it love. How should our customer-centricity change when we want to win digital customers? In this episode, I interview Howard Tiersky , CEO at FROM, The Digital Transformation Agency and author of Winning Digital Customers , about emphasizing customer experience during digital transformation. Howard and I also talked about:What the three key elements of customer experience areWhy you need an ambitious vision for digital transformationHow to love your customers — and earn their loveWhat the role of values are in digital brandingHow to temper the pace of change with customer-centricity    Check out these resources we mentioned:Howard Tiersky on LinkedIn Winning Digital Customers FROM, The Digital Transformation Agency Tony Robbins Bulk Reef Supply  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 do you operationalize innovation? One way is to build innovation into the company culture by incentivizing ideas.  In this episode, I interview Lee Jelenic , Chief Innovation Officer at United Wholesale Mortgage , about living out the six pillars of his company by committing to continual improvement and preserving the human touch. Lee and I talked about:- How positive client experience helps to cut through the noise- Why “client” signifies a longer-term relationship than “customer”- What guiding philosophy led to growth from 2K to 8K team members- How the value of innovation is expressed throughout the company- Where humans and tech should intersect Check out these resources we mentioned:- Lee Jelenic on LinkedIn - UWM.com - FindAMortgageBroker.com - Mat Ishbia on LinkedIn - Mark Fields on LinkedIn - Jim Farley on LinkedIn - Delta Airlines 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.

What can we learn from a deep dive into connecting, communicating, and converting more effectively — despite the challenges of digital, virtual, and online spaces — from people who are out there doing it every single day?I’m Ethan Beute, Chief Evangelist at BombBomb and host of The Customer Experience Podcast.In this episode, I share four takeaways answering that question, which I learned from researching the Wall Street Journal bestselling book Human-Centered Communicationwith Steve Pacinelli. My presentation includes clips from several of the experts we featured, including Lauren Bailey, Shep Hyken, Dan Hill PhD, Mario Martinez Jr., Morgan J Ingram, Julie Hansen, and Adam Contos.Listen to how to turn today’s path into tomorrow’s revenue with human-centered communication techniques:Restore human emotion to our impoverished experiences onlineBalance the tech touch and the human touchFocus on outcomes, not systems, processes, or goalsValue the immeasurable   Resources:See the full presentation with visuals here: https://youtu.be/bqtVXvJOeT0  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.