Predictable B2B Success

Shep Hyken, CSP, CPAE is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience, and creating customer loyalty. He is also a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author. In this episode, Shep shares how we can build customer trust and loyalty to drive business growth. Insights he shares include: Do culture and branding need to be reflective of a companies customer loyalty ethosHow do we transition companies that have customer loyalty programs that are more of a sales gimmick to something that is meaningfulLesson learned from the biggest customer service/loyalty turn around example you know aboutMetrics to use as we build customer trust and loyaltyIs the best measure of customer loyalty word of mouth referralsCustomer service only exists because we have broken processes that need fixing - true or falseAre we better off with just having customer success insteadHow do we get customers involved in building loyalty beyond discounts and points so that they feel a sense of ownershipPeople tend to seek out 5-star reviews should we really do the sameAre review sites the best place to raise our social proof or are we letting other forums and organizations determine our social proofand much much more ...

Julius Geis is the founder of ‘Āina, a strategy office that won the 2020 iF Design Award. He is an identity expert who has created brand strategies for over 40 companies. He is the creator of Identity Built Branding™, a new branding process that builds brands from the inside out, guides companies to happiness, and connects people with people.   In this episode, Julius shares even more insights into how successful companies go about creating brand development strategies for growth-driven B2B marketing. Insights he shares include: The mistakes businesses make with building their brand identityHow Julius finds clients given the intangible nature of his businessWhat has been a driving force in creating predictable business growth for JuliusWhat sort of stories should we ensure everyone in the organization knowsWhat sort of stories should we ensure everyone outside of the organization knowsHow should we relate the relationships and brand identity with visual components that most people tend to associate with brandingIs there a correlation between identity branding and community buildingand much much more....

Julius Geis is the founder of ‘Āina, a strategy office that won the 2020 iF Design Award. He is an identity expert who has created brand strategies for over 40 companies. He is the creator of Identity Built Branding™, a new branding process that builds brands from the inside out, guides companies to happiness, and connects people with people.   In this episode, Julius shares his insights into how successful companies go about creating brand development strategies for growth-driven B2B marketing. Insights he shares include: How best to define brandingWhat are branding identity and brand development strategies and why use themHow Julius facilitates a mind shift to occur with companies he works withIs branding identity creation also an exercise in developing empathyHow to deliver brand development strategies that create a meaningful experience that also match client expectationsHow brand development strategies can build an emotional connection that compels customers to want to repeat the experience.The impact of branding identity on companiesand much much more....

Elias Zepeda is the founder and CEO of Need Clients Now, a national marketing agency in the United States specializing in customer acquisition. Elias and his team have been helping businesses scale their revenue by building high-converting sales funnels for their business. In this episode, Elias shares why he recommends most B2B companies to use webinar funnels and how to build an amazing webinar funnel from scratch that drives revenue growth. Insights he shares include: What is a webinar funnel Why B2B and SaaS companies should use a webinar funnel How to build a high converting webinar funnel landing page The post-sign up process for a webinar funnel What to keep in mind for pre-event marketing What to keep in mind for post-event follow up  Webinar sales funnel - tools & tips The next step after building your webinar sales funnel The place for paid advertising in building out a webinar funnel and much much more ...

Mike Adams is a 3x founder and CEO of Grain.co. Grain, a communication platform for teams to turn every daily video call into shared team knowledge. He has over 10 years of experience building skills to job education software programs like Degreed, Hack Reactor, and MissionU. He is a pioneer of fully immersive cohort-based education. Through Grain, Adam is on a mission to help teams to share more understanding with each other and the people they work together to serve. In this episode, Mike shares how we can create customer value via systems of intelligence that drive growth. Insights he shares include: Why Mike is trying to build a category with GrainHow do systems of intelligence create predictable business growthCustomer value: what it means with examplesHow to create customer valueWhat are forms of customer valueHow do you add value to a serviceWhat can destroy value for a customerHow can we add value to our productWhat strategies can you apply in order to create customer valueWhy businesses don't believe that recording every conversation is worth the riskDoesn't recording all conversations create clutter and add to the noiseHow to create customer value by recording every conversationand much much more ...

Kelly Gratz is the CEO of g2o and brings together under her leadership all the elements that make g2o Ohio's largest digital experience agency. g2o blends expertise in data, experience research and design, and technology to help organizations turn their digital and customer experience goals into tangible outcomes. Kelly has had extensive experience as CEO and president of multiple technologies, digital, and healthcare companies. In this episode, Kelly shares her experiences with leading her organization to a hybrid work model and how to use the hybrid work model to transform your business growth. Insights she shares include: What is a hybrid work modelWhy is it such a prevalent issue today for businessesIs strategy enough or is there more to be done to support a hybrid work modelAre companies using the bait-and-switch trick to get people on board initially and then reverting work policyDoes today's work model entail a change in cultureHow to address perceptions of invasive surveillanceHow to prevent a two-tier class system developing in the companyHow to address turnover and pay issues How to address managers' misconceptionsHow to develop empathy for the reality of dealing with issues in peoples livesHow to address security issuesand much much more ...

Marko Hozjan is the CEO and Co-founder of translation startup TAIA. A serial entrepreneur with eight company launches under his belt, Marko has a background that spans everything from economics and leadership, to language teaching and…sailing. In his view, translation offers the opportunity to build a company on tech and scale a business. In this episode, he shares how to scale a service business that moves from local to global reach. Insights he shares include: How TAIA was bornHow to scale a service business by setting the right cultureHow to scale a service business by using a localization strategyHow to stand out amongst your competitors in a highly commoditized marketHow Marko and his team have driven predictable growth at TAIAHow Marko has been able to persuade people that machine translation is not as bad as is commonly believedUse cases for machine translation in the B2B SpaceKey growth factors for TAIA given their numerous use cases and customer personasThe role of motivation 3.0 in growing Taiaand much much more ...

Dee Bowden is the founder of BCS solutions which helps companies with outstanding invoices recover money that was owed to them in the past. She has recovered over $13.5 Million over the past 10 years? In this episode, Dee shares her insights into customer service best practices that make business collections an easy process. Insights she shares include: How Dee defines business collections?Why businesses tend to get nervous about asking for moneyWhat has customer experience got to do with business collectionsThe process that Dee follows to broach the topic of business collectionsCustomer service best practices that Dee recommends companies develop and followHow to nail your first impression and personalize the relationshipHow to check assumptions we make about customersShould we make customers feel like they are the center of our worldand much much more ...

Andrew Deutsch is the founder of Fangled Group, a strategy-first multilingual global marketing, and sales consultant, and has successfully driven business growth in more than 120 countries, driving revenue in the 10's of billions of dollars. He has spearheaded innovative campaigns proven to drive demand and cultivate sales success in highly competitive companies and brands from conception to market success. His expertise includes inspiring key stakeholders to collaborate and build value propositions and comprehensive marketing roadmaps designed to strengthen the brand influence and grow sales. In this episode, Andrew shares lessons from his experience while showing us how to conduct customer research that drives growth via new insights. Insights he shares include: Why do companies often believe that they understand who their customer is and think that they know how their company differentiates in a way that matters to their customers.How Andrew changes that perception amongst the leadership of a companyAndrew's approach when scaling a business internationallyTypes of customer researchHow to do customer researchEmpathy and curiosity in customer researchHow to go about asking the right questionsHow to find the prospects and customers to talk toHow to do customer research without physically talking to customersHow to use customer research to drive salesand much much more ...

Vivek Nanda is VP Marketing at Heretto. Vivek has over a decade of experience in growth marketing and demand generation. He has helped multiple startups grow in various stages globally. He is an experienced growth marketer and demand generation leader having scaled tech startups from zero to millions of dollars of revenue, building repeatable and scalable growth engines with solid teams. In this episode, Vivek shares how we can craft powerful audience engagement strategies that drives growth. Insights he shares include: Marketing trends Vivek has noticed with SaaS companiesThe issue of audience engagement and the best approach in developing effective audience engagement strategiesHow to create a playbook similar to that of a media companyCan separate brands and tones of voice of two companies like HubSpot and Hustle work effectively togetherDoes a focus on audience engagement strategies take away from a traditional focus on performanceWhat does this mean for cashflow and CACWays to engage your audience and build engagementHow to tell effective stories that engage your audienceWhy review sites don't really help potential customers and what to do insteadThe power of surprise and how to utilize it in your audience engagement strategiesand much much more ...