The Customer Experience Podcast

Video messaging has not moved very fast in terms of being normalized, despite the fact that it can dramatically improve communication throughout the entire CX and EX. There are three reasons why.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 why bad video prospecting has become an indictment on video prospecting overall — and the reasons why video prospecting can be so challenging.Here are some thoughts from the episode:Why video is still considered a new communication mediumHow video addresses the emotional impoverishment of other digital communicationThree reasons why video prospecting failsHow leaders’ change management prejudices hold back their teamsWhy human vulnerability is uniquely tied to video   Check out these resources I mentioned: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.Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

What matters in digital customer service isn’t the person’s main preference for digital, live, or hybrid. What matters is understanding the process that will create the best experience for the customer at that exact moment.In this episode, I interview Rick DeLisi, Author and Lead Research Analyst at Glia, about some of the principles in his latest book, Digital Customer Service: Transforming Customer Experience for an On-Screen World, including the three primary components of the digital customer service (DCS) model.Rick and I talked about:What it means that “customer experience” is a monster nounHow digital transformation begins with processWhat the 3 components of the DCS model areWhy reducing live interaction minutes also reduces costWhy the perception of effortlessness lies at the root of great CX  Check out these resources we mentioned:Rick DeLisi on LinkedInGliaDigital Customer ServiceThe Effortless ExperienceMatt Dixon on LinkedInBandon Dunes Golf Resort  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.

Define your differentiator.Ask yourself this: “What is it that we uniquely can do that others can’t? How do we amplify that in a way that will be meaningful to customers?”In this episode, I interview Elizabeth Dixon, Speaker at Elizabeth Dixon Speaks and Principle Lead, Strategy, Hospitality & Service Design at Chick-fil-A Corporate, about the five elements of exceptional customer experience — one of which is defining your differentiator.Elizabeth and I talked about:Why EX is a prerequisite for exceptional EXHow culture should be definedWhy customer experience should become a broader ethos throughout cultureWhat the connection between differentiation and loyalty isWhat role employee wellness plays in EX     Check out these resources we mentioned:ElizabethDixonSpeaks.comElizabeth Dixon on LinkedInHorst Schulze on LinkedInSouthwest AirlinesDrury Hotels  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.

In the face of ever-increasing digital noise and pollution, we need solutions …and today’s guest has been hard at work on one based on these three beliefs …1. You should determine how people can reach you.2. You should decide what your attention is worth - and who benefits.3. Charging unknown senders a small cost leads to better connections.To help us take back control of our attention, our guest, Andy Mowat, serves as founder and CEO (Chief Email Officer) at Gated.What we discussed:Defining customer serviceThe problem of digital pollutionLimiting access to and monetizing our attention for the benefit of nonprofitsThe manifesto and shared beliefThe value of higher education & alternatives  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.

The customer is (or should be) at the center of everything a business should be focused on.If your core values don’t involve being human-centric, which means both customer-centric and employee-centric, chances are that you'll probably get left behind the companies whose values do.In this episode, I interview Howard Brown, Founder and CEO at Revenue.io, about human-centricity and prioritizing connecting with others through listening and empathy.Howard and I talked about:How to make human-centricity your core valueWhat the relationship between CX and EX isWhat it was like to navigate Revenue.io’s recent rebrandWhy AI should stand for augmented intelligenceHow listening and empathy create better brand experiences    Check out these resources we mentioned:Revenue.ioHoward Brown on LinkedInAmazon  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.

Features are commodities, but feelings are differentiators. Customer experience is the last meaningful differentiator left to us — and we have to navigate it, for the most part, digitally and emotionally.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. In this episode, I ask you three questions about how you choose companies and how your feelings about companies affect your decisions.Ready to hear the questions? Here we go:How do you make the decision about which company to choose?How do we create feelings about our company?How do we create trust and confidence in a digital world?I also mention a takeaway, a solution, and a qualifier.   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.

The best way to start a podcast is to start.Yes, there’s more nuance to it, but honestly not that much more.In this episode, I interview Collin Mitchell, CRO at Salescast, about being a great podcast host, being a great podcast guest, and how podcasting can become a revenue driver.Collin and I talked about:Why it isn’t very hard to make the top 10% of podcastsHow podcasts create communitiesWhat CROs and sales leaders should think about podcastsHow to start your first podcast and misconceptions to overcome  Check out these resources we mentioned:Salescast.coCollin Mitchell on LinkedInLarry Levine on LinkedInHubSpot  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 we sent our athletes into the field without any pads or helmets, we wouldn’t be surprised that they got hurt. Yet we’re treating our stressed and struggling salespeople as if they should stoically endure the stressors to which we have exposed them.In this episode, I interview Jeff Riseley, Founder at Sales Health Alliance and author of The Guide to Better Mental Health in Sales, about the major findings from the 2021 State of Mental Health in Sales Report and how we can provide better support for our salespeople’s mental health.Jeff and I talked about:Why it’s challenging to be vulnerable with someone who judges your performanceHow COVID affected mental health in sales — by the numbersWhat role technology plays in eroding boundariesWhat salespeople need to feel and perform their best at workWhere to start in supporting the mental health of salespeople   Check out these resources we mentioned:Sales Health AllianceMyLeonWhoopThe Rich Roll PodcastKevin Bailey, DreamFuelTommy Short, Think Better Perform BetterFantasy Flight Games  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.

Everyone wants to know how to operate their business effectively. But depending on which of the three growth stages your company is in, the answer will be different.In this episode, I interview Sangram Vajre, Co-Founder and Chief Evangelist at Terminus and author of MOVE: The 4-Question Go-to-Market Framework, about GTM as a process, the 3 stages of business, and his CX takeaways from his book research.Sangram and I talked about:Why the connected experience is essential for frictionless CXHow GTM is a transformational process for accelerationWhat it means to be a problem company, a product company, or a platform companyWhat 3 things the CEO should ownHow the MOVE framework applies to scaling      Check out these resources we mentioned:The MOVE BookSangram Vajre on LinkedInBombBombGongTim Kopp (TK) on LinkedInCrossing the Chasm by Geoffrey Moore      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.

I’ve lived in the same residence for almost 15 years. For 14 blissful years, I had no communications with my waste management service, and that was exactly how I wanted it.Here’s the story of how that changed four months ago for the worse.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. In this episode, I share the story of change management so awful that it made the local news and caused garbage to physically pile up on the streets of Colorado Springs.Here are some thoughts from the episode:Why the best CX is an appropriate experienceWhy customers bail when communication is unhelpfulWhat the channels and touchpoints were and how they failedHow not to manage change 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.