Paula Courtney, CEO of Verde Group, improves customer experiences at Fortune 100 firms by identifying and addressing friction points that impact revenue & retention across industries like retail, financial services, manufacturing, telecom, and aerospace.In this episode of Good Revenue, host Neeta Bidwai and Paula cover:How to identify which customer interactions truly impact business outcomes, moving beyond surface-level satisfaction metrics.The critical role of negative experiences in predicting customer behavior, triggering either flight or fight responses.Why traditional metrics like NPS and CSAT alone fail to capture the full picture of customer relationships.The challenge of maintaining brand consistency across proliferating digital and in-person channels.Why synthetic research tools, while valuable, can't fully replace direct customer engagement through surveys and focus groups.The increasing pressure to link customer experience initiatives with tangible financial outcomes.How successful organizations balance automated processes with the human touch that customers still crave._Where to find Paula:https://www.linkedin.com/in/paula-courtney-3b23861/ Where to find Neeta:https://www.linkedin.com/in/neetabidwai/Where to find Good Revenue:https://goodrevenue.io/goodrevenuehttps://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ_Highlights:00:00 Introduction and Guest Welcome00:27 Understanding Customer Friction01:55 The Importance of Talking to Customers04:10 Omni-Channel Customer Experience06:10 Predictors of Customer Behavior12:39 Case Study: Hand Soap Company16:54 Effective Customer Experience Metrics30:04 AI and the Future of Customer Experience32:38 Lightning Round Questions_Referenced:AI’s effect on customer experience: https://myemail.constantcontact.com/The-Verde-Edition---January-2025--Vol--30.html?soid=1115682176163&aid=cj_zmqp7kao The Verde Group: https://verdegroup.com/  Hosted on Acast. See acast.com/privacy for more information.

Tali Bray, a former CIO at Wells Fargo, advises mid-cap firms and startups on AI-driven strategy and value creation. In this episode of Good Revenue, host Neeta Bidwai and Tali cover:The rapidly evolving AI landscape - from DeepSeek's market-moving claims to enterprise AI adoption, and the tensions between optimistic market projections and sobering risk assessments.Why the dominance of a few big companies in AI might not be inevitable and how competition could reshape the industry landscape.Challenges of AI ownership and data sovereignty, especially in the context of foreign data sovereignty laws vs. the United States.Convergence of government, private, and regulatory efforts in AI development, the balance of efficiency versus transformative AI applications, and the critical role of diverse perspectives in minimizing bias.Concerns around data privacy, misinformation, and ownership of AI-generated insights are addressed, along with the evolving relationship between enterprises and AI vendors.How AI might reshape the SaaS market and enterprise models, stressing the need for clear organizational missions and governance structures to navigate the future of AI integration.Critical considerations for board members and CEOs in evaluating AI implementations, emphasizing the need for a clear mission and skilled talent.Risks associated with AI, including data privacy, security compliance, and vendor management._Where to find Tali:https://www.linkedin.com/in/tali-bray-064b/ Where to find Neeta:https://www.linkedin.com/in/neetabidwai/Where to find Good Revenue:https://goodrevenue.io/goodrevenuehttps://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ_Highlights:00:00 Introduction to AI Series00:37 DeepSeek's Controversial Claims01:50 AI's Impact on Enterprise and Competition05:22 Ethical and Legal Concerns in AI08:24 AI Agents and Generative AI09:35 AI Pilots and Business Model Shifts15:19 Challenges and Risks in AI Adoption29:55 Future of AI in SaaS and Enterprise39:59 Privacy & Security Concerns in AI46:00 Conclusion and Final Thoughts_Referenced:• Anthropic founder challenges DeepSeek narrative: https://venturebeat.com/ai/dario-amodei-challenges-deepseeks-6-million-ai-narrative-what-anthropic-thinks-about-chinas-latest-ai-move/ • Serious security concerns associated with DeepSeek: https://apnews.com/article/deepseek-china-generative-ai-internet-security-concerns-c52562f8c4760a81c4f76bc5fbdebad0 • FT: OpenAI accuses DeepSeek of distillation of its models: https://www.ft.com/content/a0dfedd1-5255-4fa9-8ccc-1fe01de87ea6 • Mark Zuckerberg firing all mid-level engineers in 2025, and so are lots of companies: https://www.youtube.com/watch?v=7k1ehaE0bdU • State-sponsored IP theft & hacking: https://www.justice.gov/archives/opa/pr/seven-hackers-associated-chinese-government-charged-computer-intrusions-targeting-perceived• AI misinformation at all-time high: https://www.newsguardtech.com/wp-content/uploads/2025/01/December2024AIMisinformationMonitor.pdf• MIT comprehensive taxonomy of AI risks: https://arxiv.org/pdf/2408.12622 • Satya Nadella on Bill Gurley’s podcast: https://www.youtube.com/watch?v=9NtsnzRFJ_o• More references: https://youtu.be/ED42HisEFig Hosted on Acast. See acast.com/privacy for more information.

Michael König, former VP of Design at Fiskars Group, specializes in cultivating heritage brands like Waterford, Bang & Olufsen, and more. In this episode of Good Revenue, host Neeta Bidwai and Michael cover:The challenges heritage brands face modernizing while preserving tradition and craftsmanship.His experience at Egmont, transforming Disney’s IP into a digital subscription model.How prototype testing with real customers broke a stalemate at Bang & Olufsen and drove mission-critical alignment across teams and stakeholders, fueling future innovation.How he successfully led design across 12 Fiskars Group brands, emphasizing the importance of storytelling, branding, and craftsmanship to stand out in a competitive market.Insights on managing design studios, implementing big strategies, and making tough decisions to discontinue products.What smaller craft-centered firm can learn from successful heritage brands, the need to connect vision, strategy, and execution, and the importance of quality over speed in achieving long-term success.Join us for a deep discussion of the intricate challenges faced by companies dedicated to craftsmanship while navigating the complexities of the modern world._Where to find Michael:https://www.linkedin.com/in/michaelkonigcph/ Where to find Neeta:https://www.linkedin.com/in/neetabidwai/Where to find Good Revenue:https://goodrevenue.io/goodrevenuehttps://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ_Highilghts: 00:00 Introduction and Guest Welcome00:26 Michael's Journey to Heritage Brands01:18 Challenges of Modernizing Heritage Brands02:56 Success with Egmont Publishing04:55 Inspiration from Netflix's Business Model07:45 Innovations at Bang & Olufsen13:05 Prototyping and Consumer Testing14:59 The Vanishing Middle Market20:14 Fiskars and Craftsmanship24:34 Navigating Organizational Change26:02 Managing Multiple Design Studios27:59 The Power of Storytelling in Branding32:31 Bringing Design In-House36:03 Challenges in Smaller Firms41:36 The Million Dollar Kitchen Project44:34 The Value of Speed vs. Quality46:13 Connecting Vision, Strategy, and Execution_Referenced:Bang & Olufsen: https://www.bang-olufsen.com/en/usFiskars Group: https://fiskarsgroup.com/Royal Copenhagen: https://www.royalcopenhagen.com/en-usWaterford: https://www.waterford.com/en-us Iittala: https://www.iittala.com/en-gbGeorg Jensen: https://www.georgjensen.com/en-us Wedgwood: https://www.wedgwood.com/en-us  Hosted on Acast. See acast.com/privacy for more information.

Mary Catherine Plunkett, Vice President of Customer Success Design at Autodesk is a champion of the transformative power of human-centered design in creating effective go-to-market models and the complexities of strategic planning. In this episode of Good Revenue, host Neeta Bidwai & Mary Catherine cover:• Mary Catherine’s journey into design thinking and its impact at Autodesk• Insights from her experience in shifting Autodesk to a subscription model, the benefits of using frameworks like Jobs to Be Done, and the role of shared KPIs in aligning organizational goals.• How to optimize customer-centered planning, service design practices, existing sales process, and go-to-market strategies• Enhancing cross-functional collaboration and decision-making• Practical steps for effective and customer-focused strategic planning• Measuring trust and improving customer experiences at Autodesk_Where to find Mary Catherine: https://www.linkedin.com/in/marycatherineplunkett/Where to find Neeta:https://www.linkedin.com/in/neetabidwai/Where to find Good Revenue:https://goodrevenue.io/goodrevenuehttps://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ_Highlights:00:00 Introduction and Guest Welcome00:22 Human-Centered Design at Autodesk03:25 Implementing Design Thinking in Customer Success06:03 Optimizing Sales and Go-to-Market Strategies19:04 Cross-Functional Collaboration and Decision Making23:29 Improving Strategic Planning33:13 Personal Growth and Leadership Challenges38:09 Customer Experience as a Competitive Advantage_Referenced:LUMA human-centered design framework: https://www.luma-institute.com/about-luma/luma-system/Why traditional lead gen is failing: https://www.youtube.com/watch?v=vy-j4Tl2oOEGood Strategy / Bad Strategy: https://bookshop.org/p/books/good-strategy-bad-strategy-the-difference-and-why-it-matters-richard-rumelt/9791956?ean=9780307886231 Playing to Win: https://bookshop.org/p/books/playing-to-win-how-strategy-really-works-a-g-lafley/10001738?ean=9781422187395 Autodesk: https://www.autodesk.com/Salesforce’s V2MOM framework: https://www.salesforce.com/blog/how-to-create-alignment-within-your-company/ Jobs to be done: https://therewiredgroup.com/learn/complete-guide-jobs-to-be-done/More: https://youtu.be/3GchK6x9AMk Hosted on Acast. See acast.com/privacy for more information.

In this episode of Good Revenue, host Neeta Bidwai and returning guest Joyce Chung have a thought-provoking discussion about the implications of AI, covering economics, ethics, and future trends. The conversation covers:• Generative AI’s economic impact on global growth• Ethical concerns, including data privacy and the need for federal privacy statutes and independent audits• AI’s impact on consulting firms and skepticism around optimistic projections• Real-world applications and limitations of AI tools• AI’s potential to reshape the job market, emphasizing the need for up-skilling and re-skilling• AI-driven business transformation, using examples like Salesforce and Morgan Stanley’s AI assistant• Risks of over-reliance on AI, including loss of human touch, biases, and energy consumption• Predictions for AI advancements in 2025_Where to find Joyce: https://www.linkedin.com/in/joycechung1/Where to find Neeta: https://www.linkedin.com/in/neetabidwai/ Where to find Good Revenue: https://goodrevenue.io/goodrevenuehttps://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ _Highlights:00:00 Introduction and Guest Welcome01:03 Diving into AI's Economic Impact03:39 Debating AI's Role in Consulting06:21 AI's Influence on Innovation and Creativity10:59 AI in Business and SaaS Disruption16:22 Privacy, Data Sharing, and Future of AI20:26 Data Privacy and AI: A Growing Concern20:53 Skepticism and Trust in AI22:21 Energy Consumption and AI23:22 Corporate Responsibility and AI28:43 AI's Impact on Employment and Skills36:24 Future Predictions _Referenced:• McKinsey's extremely optimistic predictions for AI's economic impact: https://www.mckinsey.com/capabilities/mckinsey-digital/our-insights/the-economic-potential-of-generative-ai-the-next-productivity-frontier#  • MIT: AI economic projections are all over the place: https://futuretech.mit.edu/news/putting-the-economic-impact-of-genai-into-scale  • Satya Nadella: https://www.youtube.com/watch?v=9NtsnzRFJ_o• Adam Grant & Sam Altman: https://www.ted.com/talks/rethinking_with_adam_grant_sam_altman_on_the_future_of_ai_and_humanity• AI & energy usage / predictions: https://www.youtube.com/watch?v=3yDV_VMvFQc• AI & patents: https://aidantr.github.io/files/AI_innovation.pdf• More references: https://youtu.be/Sql6at0D0wk Hosted on Acast. See acast.com/privacy for more information.

Adam Slater is an opinion researcher and the founder of Clarafy Research.In this episode of Good Revenue, host Neeta Bidwai and Adam Slater cover:• Lessons learned from insights work in politics which apply to the business world• The nuances of polling as a tool in capturing public sentiment and its applications in business and politics• The critical role of focus groups in extracting genuine emotions and the art of effective moderation• Exploring the surge in podcast influence and its effectiveness in engaging new target audiences, particularly among swing and low-information voters (and customers)• Sound as an emotional catalyst—how audio design can subtly sway public perception and reinforce messaging• The need for genuine and continuous engagement with audiences for effective decision-making• Strategies for implementing insights into reputation management and long-term business planningAdam's extensive experience in political and business insights provides valuable knowledge for executives aiming to improve decision-making and strategy. Tune in to learn how to more effectively use customer insights to drive business results._Where to find Adam:https://www.linkedin.com/in/adamslater8/https://www.clarafy.co/Where to find Neeta:https://www.linkedin.com/in/neetabidwai/ Where to find Good Revenue:https://goodrevenue.io/goodrevenue https://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ_Highlights:00:00 Introduction to Adam Slater and Clarafy Research00:45 The Role and Misconceptions of Polling02:23 Polling in Politics vs. Business08:28 Focus Groups and Qualitative Research14:39 The Power of Podcasts in Political Campaigns18:57 The Importance of Sound in Messaging26:47 Practical Applications of Insights in Business38:23 Challenges and Future of Insights43:39 High Performance Companies & Conclusion_Referenced:• System 1 and System 2 (Daniel Kahneman): https://bookshop.org/p/books/thinking-fast-and-slow-daniel-kahneman/943943?ean=9780374533557 • Paris Underground Sound System: https://scholarblogs.emory.edu/nbbparis/2019/06/05/the-music-of-the-metro/ • Universal recognition of three basic emotions in music (2009): https://pubmed.ncbi.nlm.nih.gov/19303300/ • Sound and Emotion (1992): https://psycnet.apa.org/doiLanding?doi=10.1037%2F0096-1523.18.2.394• Sound and Emotion (2003): https://psycnet.apa.org/doiLanding?doi=10.1037%2F0033-2909.129.5.770 Hosted on Acast. See acast.com/privacy for more information.

Jim Stevenson of the Bletchley Group returns to Good Revenue to discuss the impacts of AI and digital transformation, potential trade wars, health care, and the state of global energy. In this episode of Good Revenue, host Neeta Bidwai and Jim cover: • The transformative potential of AI and autonomous agents in various industries• The evolving landscape of cybersecurity amidst advanced technologies• Quantum computing's potential impact on AI and other sectors• Data sovereignty and the shift towards sovereign digital infrastructures• The implications of geopolitical tensions and energy market volatility• The future of hybrid workforce models and AI's role in recruitment and talent development• Innovations in healthcare driven by AI• Economic outlook influenced by recent interest rate cuts and the availability of significant investment capitalJim's insights provide a valuable roadmap for the current economic and technological landscape._Where to find Jim:https://www.linkedin.com/in/jimstevenson/ Where to find Neeta:https://www.linkedin.com/in/neetabidwai/ Where to find Good Revenue:https://goodrevenue.io/goodrevenue https://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ_Highlights:00:00 Introduction and Welcome Back00:43 The Future of AI: Predictions and Impacts01:47 AI Agents and Autonomous Decision Making03:11 Energy Challenges and AI Infrastructure06:30 Cybersecurity in the Age of AI09:20 Quantum Computing: The Next Frontier11:38 Data Sovereignty and Sovereign Clouds14:21 Geopolitical Instability and Economic Predictions17:17 Energy Markets and Supply Chain Volatility22:18 Workforce Trends and Hybrid Models25:42 Healthcare Innovations and AI33:08 Economic Outlook and Investment Strategies37:18 Conclusion: Opportunities and Risks in 2025_Referenced:• Euromonitor: https://www.euromonitor.com/press/press-releases/november-2024/euromonitor-international-reveals-top-global-consumer-trends-for-2025 • BCG M&A Report: https://www.bcg.com/capabilities/mergers-acquisitions-transactions-pmi/mergers-acquisitions-activity-by-year • Bupa: https://www.bupa.co.uk/ • VUCA: https://www.vuca-world.org/ • U.S. healthcare: highest spending & worst outcomes: https://www.commonwealthfund.org/publications/issue-briefs/2023/jan/us-health-care-global-perspective-2022• How to improve healthcare: https://pubmed.ncbi.nlm.nih.gov/32061298/ Hosted on Acast. See acast.com/privacy for more information.

Happy holidays! Good Revenue is off this week, so we're bringing you one of our favorite episodes from 2024. Host Neeta Bidwai breaks down the overlooked power of messaging in influencing customer perceptions of willingness to pay and value. Key topics include:• The science behind effective messaging• How emotions and psychology affect decision-making and willingness to pay• Strategies for crafting messages that not only emphasize product benefits but also evoke emotional connections with customers• The role of framing, laddering, and storytelling in creating impactful messages• Best practices for language choice and multisensory message delivery• Comprehensive testing and refinement of messaging strategiesJoin us for an in-depth look at how powerful messaging can command price premiums, withstand market pressures, and foster sustainable competitive advantages._Where to find Neeta:https://www.linkedin.com/in/neetabidwai/Where to find Good Revenue:https://goodrevenue.io/goodrevenue_Highlights:00:00 Introduction to Effective Messaging00:58 The Science Behind Messaging02:37 Understanding Customer Emotions05:57 The Power of Framing08:37 Laddering and Value Chain Development09:56 The Art of Storytelling12:22 Choosing the Right Language14:18 Message Testing and Refinement16:37 Multisensory Message Delivery18:52 Recap and Best Practices_Referenced:• Value creation messages increase willingness to pay: https://journals.sagepub.com/doi/10.1509/jm.12.0179• Value-based selling: https://www.sciencedirect.com/science/article/abs/pii/S0019850115000449 • Social norms for behavior change: https://edis.ifas.ufl.edu/publication/WC406• Somatic markers: https://neurorelay.com/2012/05/15/emotions-create-our-preferences-the-somatic-marker-hypothesis/• Motivated reasoning: https://psycnet.apa.org/doiLanding?doi=10.1037%2F0033-2909.108.3.480• Prospect theory: https://www.jstor.org/stable/1914185• Judgments based on emotions: https://www.researchgate.net/publication/8624927_Risk_As_Analysis_and_Risk_As_Feelings_Some_Thoughts_About_Affect_Reason_Risk_and_Rationality• Laddering: https://is.muni.cz/el/1456/jaro2013/MPH_MVPS/39278324/LadderingTheoy_original.pdf Hosted on Acast. See acast.com/privacy for more information.

Happy holidays! Good Revenue is off this week, so we're bringing you one of our favorite episodes from 2024. Thought leadership is additive, newsworthy, and educational. It teaches your audience something they didn’t know. It challenges the status quo. And it helps your audience achieve a goal or get better at something they care about. That’s why it’s an incredibly powerful tool in go-to-market, when done well. In this episode of Good Revenue, host Neeta Bidwai covers:• Why data-backed thought leadership changes mindsets, shows differentiated value, and is hard to copy • How thought leadership differentiates from transactional and educational content (and why insights can’t be outsourced to AI) • Extensive data supporting the effectiveness of thought leadership in today's business environment • Why original insights & research are rewarded by executives, search, & social media• The tidal wave of the self-serve buyer journey – requiring vendors to build credibility with buyer who won’t take meetings or answer phone calls. • An actionable framework for building, resourcing, and distributing a strong thought leadership program• How to focus on the right KPIs to measure success _Where to find Neeta:https://www.linkedin.com/in/neetabidwai/Where to find Good Revenue:https://goodrevenue.io/goodrevenue_Highlights:00:00 Introduction to Thought Leadership00:34 Defining Thought Leadership01:42 Types of Content: Transactional, Educational, and Thought Leadership05:04 The Importance of Thought Leadership in Competitive Markets07:04 Data Supporting Thought Leadership15:46 Framework for Building Thought Leadership22:04 Executing Your Thought Leadership Strategy27:52 Distribution and Media Strategy35:19 Measuring Success: KPIs for Thought Leadership41:02 Conclusion and Final Thoughts_References:• LinkedIn / Edelman report: https://www.edelman.com/expertise/Business-Marketing/2022-b2b-thought-leadership-impact-report • Pavilion / Kickstand report: https://meetkickstand.com/wp-content/uploads/2023/11/Kickstand-Content-to-Conversion-EBook.pdf • What is information gain? https://searchengineland.com/what-is-information-gain-seo-why-it-matters-429763• SparkToro hard to measure channels: https://sparktoro.com/blog/how-to-measure-hard-to-measure-marketing-channels/• Zero-click content: https://sparktoro.com/blog/zero-click-content-the-counterintuitive-way-to-succeed-in-a-platform-native-world/• Buyer journey data: https://goodrevenue.io/buyerjourney Hosted on Acast. See acast.com/privacy for more information.

Tina Brown, President and COO of Overland-Tandberg, is an expert in technology manufacturing, cybersecurity, and mergers & acquisitions.In this episode of Good Revenue, host Neeta Bidwai and Tina cover:• Key trends in tech manufacturing and cybersecurity• The impact of third-party services on cybersecurity risks• Strategies for effective supply chain management and planning• The challenges of human capital and talent retention in tech manufacturing• Response and business pivots during the COVID-19 pandemic• The importance of customer focus and culture in successful M&A• Lessons learned from past mergers and acquisitions• The role of diverse perspectives and global experience in effective board service• The value of continuous learning and being prepared as a board memberTina's extensive experience in the industry provides valuable insights for business leaders looking to navigate complex global challenges and leverage opportunities for growth. Tune in to learn how to stay ahead in a rapidly changing landscape._Where to find Tina:https://www.linkedin.com/in/tinarogersbrown/Where to find Neeta:https://www.linkedin.com/in/neetabidwai/Where to find Good Revenue:https://goodrevenue.io/goodrevenue_Highlights:00:00 Introduction and Guest Welcome00:21 Current Trends in Tech Manufacturing02:59 Supply Chain Challenges and Solutions04:08 Talent and Workforce Development06:06 Pandemic Impact and Business Pivot11:56 Mergers and Acquisitions Insights22:25 Board Service and Leadership29:02 Personal and Professional Challenges32:06 Conclusion and Final Thoughts_Referenced:• Overland-Tandberg: https://www.overlandtandberg.com/• 50/50 Women on Boards: https://5050wob.com/ Hosted on Acast. See acast.com/privacy for more information.