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
Dec 23, 2020 • 15min
The Wonderful World of the Walt Disney Family Museum
No one does experience like Disney. And no one does Disney like the Walt Disney Family Museum. It’s a master class in customer experience, and a testament to a man who managed to imbue exceptional experiences into everything he touched. From Disney’s start in Kansas City, to his struggles in Hollywood, we take a look at the circumstances that shaped Walt’s vision, and his unique ability to share that vision with the world.
Dec 22, 2020 • 14min
When Is a Brand Not a Brand?
Brand names are the crown jewels of an organization. They’re valuable, multi-faceted, and fiercely protected. But what happens when the brand name is lost? Not via an Ocean’s Eleven type heist, but from the overwhelming adoption of the consumers who use it? The phenomenon is called “genericide.” And it’s why brands spend so much time and energy protecting their trademarks.
Dec 21, 2020 • 26min
How to Make Amazing Customer Experiences Easier, With Carlos Dominguez
No C-level executive wants their company to provide a bad customer experience. Ask any one of them and they’ll say they put the customer first. So why aren’t more companies providing stellar experiences? Sprinklr chief evangelist Carlos Dominguez joins me today as we break down why customer experience can be so difficult, and how to make it easier (hint: paring down your marketing Frankenstack is a good start). Plus, a look at the sex appeal of the Tesla, and how they used that to their advantage.
Dec 18, 2020 • 19min
A Brief History of the Modern Customer
As we’ve moved from the static web to the conversation web, customer expectations have changed. Dramatically. The best way to understand modern customers is to understand the digital and analog evolution that created them. In today’s episode we’ll look at how the modern customer became a modern customer. And what you can do to keep them happy, and coming back for more.
Dec 17, 2020 • 14min
Creating Unexpected “Wow” Moments in Your Customer Experiences
The best customer experiences delight and surprise. They give you something you didn’t expect. In this third (and final) episode of my TWA Hotel trilogy, I talk about the plethora of “wow” moments that turned me into a permanent fanboy. How are you wowing your customers?
Dec 16, 2020 • 24min
The Relentless Quest for Brand Authenticity, with Katie Martell
The search for authenticity drives many of our decisions, including our brand choices. We’re all hoping for those elusive, authentic experiences. In Part 2 of my discussion with Katie Martell we dive deep into performative brand allyship, the dangerous illusion of progress, and the unexpected benefits of an alien invasion. We finish up with a look at how brands can best demonstrate true authenticity. Spoiler alert: it’s more than feel-good ads and woke-washed social media posts. Learn more about Katie here: https://www.katie-martell.com/ https://twitter.com/KatieMartell
Dec 15, 2020 • 21min
The Collision of Social Movements and Marketing, with Katie Martell
We’re living in an age where buyers (both B2B and B2C) want a personal relationship with brands. And more than that, they expect those brands to share their values. Katie Martell, unapologetic marketing truth-teller, joins me today for Part 1 of a rollicking discussion about “woke washing.” It’s the collision of social movements and marketing in an era where brands are being looked to as stewards of societal values. Learn more here: https://www.katie-martell.com/ https://twitter.com/KatieMartell
Dec 14, 2020 • 12min
The Allure of Authentic Attention to Detail
Part 2 of our look back at the mid-century modern TWA Hotel at JFK airport. If you ever find yourself at JFK with time to spare, it’s absolutely worth a visit. It’s an immersive experience that takes you back to the glory days of air travel. They’ve spared no expense in recreating exquisite details from the 1960s, right down to the penny tiles and 5-cent payphones. It’s a lesson for all of us — when it comes to customer experience, the little things matter.
Dec 11, 2020 • 16min
Up, up, and Away, with a TWA Hotel Immersive Experience
Our story today begins with an airport fiasco, and ends with (part 1) of an immersive experience at the new TWA Hotel at JFK. It’s all about the importance of empowering your employees to delight your customers, and paying attention to those little details that add up to an amazing customer experience. Make sure your seat backs and tray tables are in their full, upright position. Today is all about airline and airport experiences.
Dec 10, 2020 • 15min
How Too Many Choices Can Hurt Your Customer Experience
Overchoice (a term originally coined by Alvin Toffler) describes the scenario where people have a difficult time making a decision when faced with too many options. I recently experienced this phenomenon firsthand when buying a new couch that offered, essentially, an infinite number of choices. In today’s episode we’ll talk about choice constriction, online/offline experience synchronization, and the benefits of faux fur. It’s a Lovesac fest.
