The Customer Experience Podcast

Today’s guest says that love is a competitive advantage. Kindness, compassion, collaboration, empathy, and especially love are all good things in business both for customers and for employees. In this episode, I speak with Sue Woodard , Senior Advisor at STRATMOR Group, about how to operationalize love for CX and EX.  Sue and I talked about:- Why CX is your customer’s perceptions of your brand- Whether CX is a team or a culture- What the EX-CX connection has to do with humanizing businesses- What it means to operationalize love- How to start using video (even if you look funny on screen) Check out these resources we mentioned:- Sue Woodard on LinkedIn - Rob Abele on LinkedIn - Harley Davidson 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.

Product-led growth is a great strategy… for about 5% of B2B companies. The other 95% should adopt customer-led growth.  In this episode, I speak with two-time Customer Experience Podcast guest Chris Hicken , Co-Founder and CEO at ‘nuffsaid , about the three elements of customer-led growth and their reliance on superior CX Chris talked with me about:- What three things customer-led growth companies do- Which of the four types of data to prioritize and why- How the philosophy of customer-led growth originated- What influence video has in creating value for customers- How to start collecting data on customer value Check out these resources we mentioned during the podcast:- ‘nuffsaid Magazine - Chris Hicken on LinkedIn - The Rule of 40 - Dave Garr on LinkedIn - Darrell Benatar on LinkedIn - Gong.io 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 is the secret to selling anything — but most of us don’t listen the right way, even though all of us are in sales roles (yes, all of us). True listening is looking at the 360° view of what’s happening. In this episode, I speak with Dr. Cindy McGovern , CEO at Orange Leaf Consulting and author of Every Job Is a Sales Job , about using listening and presence to design a customer experience that customers want to tell others about. Dr. Cindy and I talked about:- How to turn non-salespeople into salespeople- What it means to realize that selling means helping- Why you should be proactive about creating moments that matter- What Dr. Cindy’s 5-step sales process is- How to use video to create meaningful sales connection Check out these resources we mentioned during the podcast:- Dr Cindy McGovern on LinkedIn - Every Job Is A Sales Job - Orange Leaf Consulting - United 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

If customer experience is important to your company, you won’t achieve it without alignment between sales & marketing. Any interaction your customers have with your business can make or break that relationship.  In this episode, I interview Sterling Snow , Chief Revenue Officer at Divvy | Inc. , about customer experience, how he’s been able to achieve alignment with his company, and tips for the listeners looking to do the same.  Sterling talked with me about:- The rise of customer experience and who’s responsible for it- Divvy’s ideal customer & the problems it solves- Segmenting resources to customers of differing size & advice to listeners- The feedback loop: bringing sales & marketing together- The internal communication needed to create alignment- Pros & cons the listeners should be aware of around company alignment Check out these resources we mentioned during the podcast:- Sterling Snow on LinkedIn - Sterling Snow on Twitter - Divvy - Woody Klemetson on LinkedIn - Calendly 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 two things does a leader who cares about coaching do?1. Hold a mirror up to your own behavior in constant self-evaluation2. Coach people into the growth they want, not the growth that you wantIn this episode, I interview Andrea Morter, VP of Sales at Get Beyond, about being a leader whose coaching style helps others achieve.Andrea talked with me about:Why CX means keeping your promisesHow local and remote work communities intersectWhy the business advocate position is a better, stronger sales roleHow to get started as a coaching leaderWhat the ongoing mindset of a coach looks like Check out these resources we mentioned during the podcast:Andrea Morter on LinkedInDare to LeadRadical CandorCoaching Salespeople to Sales ChampionsThursday Night Sales 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.

You want to send video messages because you know that personal connection matters. Here are three ideal moments for using video to help you start.I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. Listen in today to learn about increasing confidence, connection, and clarity by mixing video messages into the rest of our digital communication at three key moments.Here are some thoughts from the episode:Plain black text doesn’t differentiate us as humansVideo enhances these three moments that matter:#1 Video for personal connection#2 Video for emotion and tone#3 Video for detail or complexity  Check out these resources:Human-Centered CommunicationRehumanize Your BusinessThe Video Adoption GuideExamples and Resources  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 is your company’s way to play? Put another way, how do you differentiate yourself?It’s customer experience that is the biggest and best differentiator — and employees are the real drivers of CX.In this episode, I interview Jim Hardeman, Chief Marketing Officer and Chief Product Officer at CMX, about empowering employees to deliver quality CX using technological tools that foster innovation.Jim and I also talked about:What the definition of superior operational execution isWhy brands that focus on employees provide great CXHow technology should empower humans to achieve qualityWhat to measure and how to measure itWhy relationship building is the key to understanding customers Check out these resources we mentioned during the podcast:Jim Hardeman on LinkedInCMXDaryle DeBalski on LinkedInQualified.comLexus of Chattanooga 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.

Many organizations work hard to support their customers, but they don’t hold freeform, high-touch, one-on-one conversations with customers. Why? It makes everyone feel vulnerable.In this episode, I speak with Tonya Bjurstrom, Voice of the Customer and Founder at Dirby, about elevating the experience of your customers by, well, asking them about it.Tonya and I talked about:Why the voice of the customer touches every part of your organizationWhat it means to cultivate curiosity about your own businessWhy customers often provide better feedback in conversationsHow KDIs (key desired insights) and KPIs overlapHow to embrace the vulnerability of human conversation  Check out these resources we mentioned:Dirby SolutionsTonya Bjurstrom on LinkedInLori Richardson on LinkedInChewy.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.

The process from here to there is full of failure. Today’s guest is a founder and CEO whose life changed when he recognized that failure actually means experience that he can use to help others.In this episode, I speak with Sam Jacobs, Founder & CEO at Pavilion, about realizing his entrepreneurial dreams based on openly sharing best practices, ideas, and strategies with peers.Sam and I talked about:What actions a company with humility will takeHow Pavilion grew out of Revenue CollectiveWhy a vision should inform valuesWhat the independence of the professional truly looks likeHow Sam built Pavilion with diversity and customer-centricity  Check out these resources we mentioned:Join PavilionSam Jacobs on LinkedInJim Sharpe on LinkedInFeetures running 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.

Our job as sales professionals is not to persuade someone to buy our product. Our job is to learn what is most important to the buyer and help them obtain or achieve that.In this episode, I speak with Andy Paul, Author, Podcaster, Speaker at AndyPaul.com, about the four pillars of human-centered sales featured in his most recent book, Sell Without Selling Out.Andy and I talked about:How buyers experience their interactions with sellersWhat the differences are between sales bosses and sales leadersHow to promote human centricity in our sales approachesWhat the four pillars of human-centered selling areWhy you should develop your own individual selling process  Check out these resources we mentioned:Andy Paul on LinkedInAndyPaul.comAmanda Lewis on LinkedInJet Blue  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.