The Copernican Shift
Grad Conn
Welcome to The Copernican Shift (formerly, the CXM-Experience), the podcast that challenges you to change your perspectives about marketing, advertising, and digital channels.
Join Sprinklr CXO Grad Conn and his guests for tips, insights, and strategies aimed at helping you embrace the new marketing world where customers are connected and empowered like never before — it’s a Copernican shift that puts your customer in the center of the marketing universe. The podcast is occasionally irreverent, possibly contrarian, but always entertaining and informative.
The Copernican Shift. Mapping perception to reality since 1543.
Join Sprinklr CXO Grad Conn and his guests for tips, insights, and strategies aimed at helping you embrace the new marketing world where customers are connected and empowered like never before — it’s a Copernican shift that puts your customer in the center of the marketing universe. The podcast is occasionally irreverent, possibly contrarian, but always entertaining and informative.
The Copernican Shift. Mapping perception to reality since 1543.
Episodes
Mentioned books
Feb 23, 2021 • 12min
Discovering the Four Levels of Social Discovery
There are 4.7 billion people online. And 4.1 billion of them are on social platforms. The first step to building a true 1:1 marketing program is to discover what those billions of people are saying to you, about you, about your brand category, and about your competitors.
Feb 22, 2021 • 14min
How to Put Mass 1:1 Marketing to Work for Your Business
Wouldn't it be amazing to be able to blend the reach of mass communication, with the human-centric benefits of 1:1 personal interaction? Well, good news — you can do this today. And it’s a marketing game changer. But how do you best create this mass one-to-one system? It all comes down to discovering conversations happening across modern channels, using AI to classify those conversations, and then responding appropriately.
Feb 19, 2021 • 17min
Mass 1:1, the Promising Future of Marketing
We start out with a few important corrections from recent episodes. Then a quick happy birthday greeting to Nicolaus Copernicus, the father of the scientific revolution and inspiration of the Copernican shift— the idea of mapping perception to reality. And finally, we dig into mass 1:1 marketing. It’s a blending of traditional direct marketing, but with the reach of broadcast. We’re still adapting to this particular Copernican shift, and have a long way to go. But it’s the future of customer engagement.
Feb 18, 2021 • 14min
How to Put the Experience in Experience Selling
Understanding how your customers actually engage with you is too often undervalued. Generally, we build a process and assume it’s working. Meanwhile, our customers are having little (or big) issues that hurt the overall experience. Finding these broken flows is critical to happy customers. And, if you’re selling B2B solutions, helping your prospects identify these broken flows can put you on a path to success. It’s called Experience Selling, and it’s an idea whose time has come.
Feb 17, 2021 • 12min
Customer Experience, it’s What’s for Dinner
Today we talk about food. Specifically, the experience around food choices and food preparation. Cooks know that the art of preparation can be just as enjoyable as the meal itself. And there’s a lesson there for our own customer experiences. Plus, I throw in my famous Mushrooms à la Boursin recipe, on the house.
Feb 16, 2021 • 13min
The Great Potato Salad Mystery
Sometimes business is like making potato salad. No really, it is. In today’s episode we search for the secret to my grandmother’s famous potato salad, and in the process learn some valuable business lessons about specificity, or the lack thereof. It’s a recipe... for success.
Feb 15, 2021 • 16min
How to Solve Customer Experience Problems, Before They Happen
If you’re in the healthcare industry you’re familiar with H-CAHPS. If you’re not in the healthcare industry, you should be familiar with H-CAHPS. It’s one of the first, large-scale customer experience measurement systems. And it’s something we can all learn from. In today’s episode, we look at measuring customer experiences, and how to improve ratings before they come back to haunt you.
Feb 12, 2021 • 17min
The Thrilling Conclusion to Super Bowl Ad Week
We wrap up Super Bowl ad week with a few more of my favorites, including an inspiring Toyota ad, and a celebrity-filled, informative Paramount+ series. And, as an end-of-the-week bonus, we check out the GM Norway ad along with Norway’s clever response. It’s a little taste of the additional engagement that's been largely missing in this year's ads.
Feb 11, 2021 • 12min
Super Bowl Ads Part 3, the Best and the Brightest
Another batch of Super Bowl ads, this time focusing on some that really delivered the goods, including Frito-Lay, Chipotle, M&M’s, and WeatherTech. Plus, a quick look at the rather surprising lack of second-screen, online engagement, and what brands could have done to be more conversational. For more Sprinklr Super Bowl ad analysis, go here:https://blog.sprinklr.com/talked-super-bowl-ads-sprinklr-insights/
Feb 10, 2021 • 14min
Super Bowl Ads Part 2, and the Power of Sprinklr Analysis
Tracking social buzz is easy with Sprinklr insights, so we spend a little time doing just that. Then we dig into the details, talking about a few ads that missed the mark (I’m looking at you, flat Matt), and a lemon-filled ad that went the distance. It’s part 2 of our Super Bowl Ad Extravaganza. For more Sprinklr Super Bowl ad analysis, go here: https://blog.sprinklr.com/talked-super-bowl-ads-sprinklr-insights/
