Episodes
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Doing what's right for your customer is what's right. It’s that simple.
Angela Alea, President and Chief Revenue Officer at LASSO shares valuable insights on the importance of teaching and learning in conversations, removing friction for a seamless customer experience, and the significance of feeling understood and cared for. In this conversation we explore the changes in sales, marketing, and customer service over the past decade, discuss the power of surveys and data analysis, and uncover the secrets to building positive relationships and successful partnerships.
Key theme: serve first — from that, revenue comes.
Join as we discuss:
Why serving others and providing value, regardless of sales opportunities, is the ultimate game-changerWhy it’s important to measure success — not satisfactionWhether your customer is seeking the best price, or the best partnerHow to make your consumers feel cared for and supportedMore information about Angela Alea and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/angelaalea/Company Website: https://www.lasso.io/Other Relevant Link: Publix Super Markets; Chick-fil-A; Delta Airline -
Solving for multiple stakeholders is the essence of human-centered design.
Our latest guest is Saira Taneja, a seasoned professional who has journeyed from the realms of corporate strategy to her current role as Chief Experience Officer at Cover Whale, a leading insurtech company specializing in the commercial auto industry.
Together we explore the evolving world of customer experience in high-growth environments, from human-centered design to the role of data and technology. We dive into the delicate balance between leveraging cutting-edge technology and maintaining a personal touch in customer interactions. Learn how Cover Whale addresses the needs of multiple stakeholders, and why Saira advocates for open-minded hiring and education.
Join as we discuss:
Why Human-Centered Design is crucial in improving the customer journeyHow data impacts customer experience and business strategyHow businesses can effectively address the needs of multiple stakeholdersHow a company can maintain consistent CX during scaling and growthWhere tech and personal touch intersect in the commercial auto industryMore information about Saira Taneja and today’s topics:
LinkedIn Profile: http://linkedin.com/in/sairataneja/ Company Website: https://www.coverwhale.com/Other Relevant Link: Dan Abrahamsen and Kevin Abramson; IDEO -
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As a leader, it starts with you. It starts with how you show up, in knowing what you want to be and how you want to be perceived. It's setting a tone for your team. How do you ultimately desire to show up, professionally and personally?
Our latest guest, Rina Johnson, is the VP of Marketing of Patelco Credit Union, a financial cooperative with a mission-driven purpose. Rina brings her wealth of experience, having spent years as a marketing leader with renowned brands like 24 Hour Fitness and Visa. Together we explore the transformative power of marketing. Rina shares her professional journey, offering valuable insights into authenticity's impact on customer behavior and brand differentiation. Discover the delicate balance between maintaining brand integrity and fulfilling business goals, as well as the power of feedback, and leadership lessons that lead to positive change within organizations. We also explore the unique world of credit unions, and how community and connection are the key pillars.
Join as we discuss:
How authenticity in marketing can influence customer behaviorHow a company's mission and purpose can be used as a powerful tool to create a memorable and differentiating brandHow credit unions differ from banks, and the distinction between a member and a customerHow organizations can empower local leaders to customize marketing efforts while staying true to the brand's valuesMore information about Rina Johnson and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/rina-rasheed-johnson/Company Website: https://www.patelco.org/Other Relevant Link: In-N-Out Burger -
How do people experience you?
Yes, generosity might mean giving up a resource or money, but when we speak of radical generosity, it's flipping the script into being a true giver, and making people and things better than when you found them. Our latest guest, Melissa Wright, Chief Sales & Marketing Officer at American Pacific Mortgage, explains the transformative power of putting people first in business. Join us as we dive deep into the world of customer service, personal branding, and the art of creating lasting connections, all leaving a positive mark on both your business and the lives you touch.
Join as we discuss:
What strategies are best for building a thriving organization where employees are empowered to provide exceptional customer experiencesHow personal branding in the service industry can impact success as a professional, and whether it’s advised for team members to build personal brands while representing an organizationHow to create effective video content, and why being yourself is the key to connecting with customersHow to find balance in showcasing your expertise and sharing personal interestsHow radical generosity can transform your business relationships -
This call may be recorded for quality assurance purposes. We’ve all heard it, but what does it really mean?
A happy, engaged and empowered agent leads to a happy, engaged and empowered customer. In this episode, we meet with four-time Chief Marketing Officer in B2B and B2B2C SaaS, Michelle Randall. She currently serves as CMO at Playvox, a company that provides solutions that help empower folks to deliver better customer experiences via quality management and sentiment analysis. Michelle has displayed committed, long standing behavior to invest in other people, leading to a more positive customer experience.
Join us as we discuss:
How effective communication, support, encouragement, and education can accelerate the journey to successWhy it’s worthwhile to shift the focus from increasing share of wallet to providing customers with the resources and tools they needWhen to offer self-service options over personalized assistanceHow to implement quality evaluations and sentiment analysis to enhance customer interactions and satisfactionWhy CMOs should embrace their role as storytellers
More information about Michelle Randall and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/michelleburrows/Company Website: https://www.playvox.com/Other Relevant Links: REI -
70% of people in the world deeply care about inequality and would like to see a more equal, fair and just world, but simply don't know how to get there.
Our latest guest, Anna Dewar Gully, Co-Founder and Co-Chief Executive Officer at Tidal Equality, is fierce in the pursuit of passion, and admittedly obsessed with innovation. Together we explore the profound connection between justice, equality, customer experience, and employee experience. Anna shares a powerful and relatable example of how this theme surfaces in day-to-day experiences, and how inequality ultimately serves as a barrier to positive outcomes and impacts customer interactions.
Join us as we discuss:Why inequality is a mammoth problem that exists in our societyHow equity and equality intersectWhere the focus should be: plurality vs. singularityHow effective consultation methods prevent costly mistakes in large corporationsWhy two CEOs are better than one, and the power of partnership in creating change
More information about Anna Dewar Gully and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/annadewargully/ Company Website: https://www.tidalequality.com/ Additional Links: Elaine Dewar on LinkedIn; Flywheel Digital; Dr. Kristen Liesch -
The first 100 days are a make or break window that's critical to customer experience, and ultimately to customer lifetime value.
We're living in an era where humans are dying for connection. They're dying for proof that they're relevant. They're dying for proof that they are making a contribution and having an impact. Our latest guest Joey Coleman is a Wall Street Journal best selling author of two books: Never Lose an Employee Again and Never Lose a Customer Again. In this episode, we dissect this simple fact: how we make people feel can transcend our product or our service offerings.
Join us as we discuss:
Why CX and EX are two sides of the same coinWhat the six communication tools are, and how they can create remarkable interactions in those crucial first 100 days and beyondHow creating TOJ (tears of joy) can result in an emotional impact in customer and employee relationsHow to harness the potential of video messages
More information about Joey Coleman and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/joeycoleman1Company Website: https://joeycoleman.com/Joey’s Books: Never Lose an Employee Again; Never Lose a Customer Again -
How do we become trusted advisors to people who aren’t quite ready to buy, borrow, or transact? Professionals in these spaces are often looking to remove the human with apps, tools and bots, but is that the pathway to a positive and productive CX?
In this episode we dive into the world of data sharing, consumer control, and the future of the mortgage industry. We’re joined by Brian Vieaux, President and COO at FinLocker, a company that challenges and enables banks, credit unions, and mortgage lenders to re-imagine customer relationships and to provide personalized financial solutions and experiences. Their solution: a mortgage readiness set of tools.
Join us as we discuss:What it really means to be a B2B2C companyHow FinLocker’s technology is revolutionizing the mortgage process, empowering consumers and loan officers alikeWhy the local loan officer is still the hero in the mortgage industry
More information about Brian Vieaux and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/brianvieauxcmb/ Company Website: https://finlocker.com/ Other Relevant Links: FinTalk Newsletter; FinTech Fridays on LinkedIn; Andria Thomas on LinkedIn, Sandro DiNello on LinkedIn, Steve and Rocky’s (Brentwood Grille) -
The chance to have an interaction with an actual human being leads to a positive emotional resonance, which leads to more referrals and online reviews. That human connection is invaluable in strengthening how people perceive the entire brand.
In this episode, we meet with Square’s Global Head of Customer Success, Naomi Wheeless, a remarkable leader who has successfully built and led a diverse team of over 1,000 employees across 10 countries for the past 6 years. We dive deep into how Square achieved a staggering 300% increase in sales by removing intentional friction and delivering a top-notch experience in a complex ecosystem. We explore the power of human connection and its impact on customer loyalty, while gaining insights into managing a massive workforce.
Join us as we discuss:What customer empathy means and why it’s importantWhether or not an internal tech team is advantageous How Square’s remote transition has lead to a happier and more diverse workforceHow to successfully manage a team of more than 1,000 employees across 10 countries (tips and tricks)
More information about Naomi Wheeless and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/wheeless/ Company Website: https://squareup.com Naomi’s Personal Website: https://naomiwheeless.com/ Other Relevant Link: https://www.chick-fil-a.com/ -
Fact: 99% of deepfake audios can be used to break into someone's account that’s voice-based.
As the digital environment gets noisier and more polluted, trust becomes even harder to build. Identity and verification go a long way to increasing safety, security, confidence and trust.
Aaron Painter is the CEO of Nametag, the world's first identity verification platform designed to protect accounts from impersonators and AI generated deepfakes. In this episode, he dissects the standard protocol of security questions and the impact it has on both the employee experience AND the customer experience. Aaron knew there had to be a better way to prove who's behind the screen.
Thus, Nametag was born.
Join us as we discuss:How EX inevitably impacts CX: when employees feel heard, customers feel heardHow Nametag’s technology is streamlining human identity Why deepfakes are becoming an enormous problemWhat exactly MFA is, and how it’s evolving over time How to build company culture in the remote world: steps to improve EX
More information about Andrew Carothers and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/aaronpainter/ Company Website: https://www.getnametag.com/ Aaron’s Book: LOYAL: A Leader's Guide to Winning Customer and Employee LoyaltyOther Relevant Link: Warby Parker -
Caution: be thoughtful about what you and your team outsource to generative AI, and what you continue to do yourself.
When it comes to human and machine, the best solution is “both/and”, not “neither/or”. The dreaded follow up email isn’t just about the bullet pointed takeaways; it's not just about the summary. That follow up is about YOU. It's about your ability to listen, learn, understand, guide and recommend. It's about your ability to earn trust and to move things forward. As of now, only humanity can fulfill this emotional component. Most of us can agree that AI is not associated with authenticity, however it’s authenticity that our customers crave.
Solution: “Show your work” by rehumanizing with recorded video messages, perhaps in conjunction with AI generated bullet points. Thus, “both/and”.
More information about Ethan Beute and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/ Company Website: https://bombbomb.com/Other Relevant Links: How Generative AI Changes Creativity (HBR IdeaCast); Don Allen Stevenson III on LinkedIn; Jacqueline Ng Lane on LinkedIn; David De Cremer on LinkedIn; Consumers Crave Authenticity (Forrester)
Related Episodes CX 150 with Dr Nick Morgan “Why Your Virtual Relationships Degrade Over Time”CX 155 with Dr Roland Rust “How Artificial Intelligence is Driving the Feeling Economy”CX 254 with Jeff Shore “Embracing a Psychology-Based Approach to Sales” -
It's the customer's perception of their experience with a company that matters. And in particular, the customer's perception of their ability to obtain business value.
Customers are quick to switch to other brands, to competitors, that they feel are going to be easier to do business with and get them to business value faster. We talk with Andrew Carothers, Digital Experience Leader at Cisco, a company with tens of thousands of employees and tens of billions in revenue, who shares tips on establishing processes to increase the customer’s perceived experience.
Join us as we discuss:What it means to be in “the age of the customer”Why Business Value is more effective than “surprise & delight”How to hear the literal voice of the customer (3 steps)How to identify moments that matter Why video is a game changer for human connection in business
More information about Andrew Carothers and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/andrew-carothers/Company Website: https://www.cisco.com/Other Relevant Links: AJ Carothers on IMDb; Peloton -
Why are you winning? Why are you losing? What’s happening to your customer? How do they feel about it?
These are simple, yet important questions that can be answered by one tried and true system. We talk with Scott Varner, Enterprise Team Lead at Clozd, which provides world-class services and technology for win-loss analysis. Today we go beyond the basics and dive deep into the specific deliverables that lead to the clarity every organization can benefit from.
Join us as we discuss:What exactly win-loss analysis is, and what the basic steps areWhat the best sources of win-loss insight are (quantitative or qualitative) Why win-loss interviews are important and tips to succeed in the processHow to optimize conversation to get customers to share the raw truth about their experiences
More information about Scott Varner and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/varnerscott/ Company Website: https://www.clozd.com/ Other Relevant Links: Dr. Kelly Dries; Fandango; FreeBuyerInterview.com -
Your mom told you honesty is the best policy, and guess what — she was right.
A long-term strategy of honesty is not only good business and good marketing… It's good for the soul. Today we talk with Anthony Butler, CEO, Chief Storyteller & Author of Primal
Storytelling at Can-Do Ideas, who shares his passion for connecting with his audience through the concept of primal storytelling, where social psychology, human emotion and storytelling come together. In all reality, technology and communication channels are evolving rapidly, but humans remain the same with our vestiges of emotions, urges and instincts that drive our behavior.
Join us as we discuss:What you need to know about evolutionary psychology and marketingHow to meaningfully build relationships with your target audience Why it’s powerful to earn trust by connecting on an emotional levelWhy influence is NOT deceit or manipulationWhy it’s important to acknowledge the humanity in your marketing efforts
More information about Anthony Butler and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/anthony-butler-964b404/Company Website: https://www.primalstorytelling.com/Other Relevant Links: Darren Hardy; Fuji Sports -
Most of human suffering is related to an unwillingness to have difficult conversations.
Today we discuss how communication, authenticity and a “Team Sport'' culture lead to fulfillment and increased revenue. We speak with Friendbuy’s VP of Revenue, Adam Ferris, about his approach to holding the customer accountable and giving them what they want while diving deep and showing care through continuity.
Join us as we break down:Why Empowerment is more effective than FOMO when drawing in a customer Why it takes a village to close a deal, not just SalesHow to increase revenue with win/loss conversationsWhen NOT to incorporate AI
More information about Adam Ferris and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/adampferris/Company Website: https://www.friendbuy.com/ -
Can this technology support a principle that I believe in?
This is a critical question — but one that’s not asked often enough in our race to evaluate, acquire, and implement new tools into our businesses. We talk with Dermot Buffini, CEO of Buffini & Co. who shares the importance of excellence. When you’re making a business decision, are you putting your name to the work you do? Odds are, if you’re not, you have much room for improvement regarding customer experience.
Join us as we discuss:Why a focus on excellence will be your best differentiator How to build and maintain high-quality relationships and service even with rapid scalingHow to recognize your strengths and break out of a commodity market for long-term successWhy fads and new technologies aren’t necessarily the golden keyWhy time and relationships are some of the most important commodities
More information about Dermot Buffini and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/dermot-buffini-04316431/Company Website: https://www.buffiniandcompany.com/Other Relevant Links: Free Business Consultation; The Masters -
No matter what spectacular tech is introduced to the world, the human race will always be connected by relationships—and without the human connection between salespeople and buyers, deals won’t get closed. Salespeople are not commodities—they are real, living, breathing manifestations of company success.
This is what today’s guest, Jessica Herrala, Head of Sales Buildots North America says. While most enter Cheif Revenue Officer roles by way of sales, Jessica previously served for many years in VP and C-level marketing and communications roles, giving her a unique perspective.
Tune in as we discuss:
What the role of relationships are in an increasingly digital and AI-driven worldHow human interaction increases ROIWhat the role of CRO is in customer experienceHow to build a team from scratch and hire the right peopleHow to sell something people need, but don’t necessarily want
More information about Jessica Herrala and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/jessicaherrala/Company Website: https://buildots.com/Other Relevant Links: Nicole Didda on LinkedIn; Sophie Grace Workwear -
You can’t multiply your way out of complexity — first, you have to simplify. In today’s increasingly oversaturated market of substandard marketing and customer service, it’s getting more and more difficult to come out on top. Where most people try to win with complexity, our guest today focuses on the foundation: customer experience.
Jeff Shore is a sales expert, author, speaker and executive coach and the Founder and President of Shore Consulting. With a focus on psychology-based selling, Jeff is restoring the foundations of what makes modern marketing and selling successful.
Listen as we discuss:How selling the way your customers want to buy changes your trajectoryWhat psychology-based selling is, and why it’s not the normWhich tools and tech are misused and underusedHow to connect and communicate more effectivelyHow to navigate market ebbs and flows
More information about Jeff Shore and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/jeffshore/Company Website: https://jeffshore.com/Other Relevant Links: French Laundry; Shep Hyken; Unreasonable Hospitality; The Future Is Faster Than You Think; Adrienne Duffy, Strategic Coach; Eric Elder on LinkedIn; One Minute Pitch: John’s Crazy Socks -
A home is one of the most significant, important purchases people make. But that doesn’t mean the process is easy. And unfortunately, it’s not always the most enjoyable. Building and buying a new home can be an extremely stressful experience. But it doesn’t have to be!
Today we speak with Danielle Lipari-Mareth, Vice President of Sales and Marketing at Lennar in Austin, Texas. Lennar’s mission is to pair the right home to every buyer and provide a top-of-the-line experience throughout the entire process. Danielle’s expertise and insight transcend real estate and translate across industries.
Listen in to learn:
How shifting to perspective to the buyer’s side of the customer journey makes better sales and marketingHow to make sure you’re treating your customer as an individual, not a saleWhy a healthy marriage between sales and marketing is essential for customer experienceWhat it means to make legendary customer experience your North StarWhat the role of humans are in new home sales
More information about Danielle Lipari-Mareth and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/danielle-lipari-mareth-87714336/Company Website: https://www.lennar.com/Other Relevant Links: Lennar Mortgage -
First the radio star, now video has killed the bland sales pitch.
In today’s world of sales, people are much less inclined to answer calls from unknown numbers and are highly unlikely to open their door to a stranger. Good news: cold-calling and door-to-door sales can be replaced with video. Chris Bogue, Owner of Chris Bogue Communications, joins the podcast to express the efficacy of adding video to your sales toolbox.
Tune in as we discuss: How selecting and catering to your desired audience boosts views - and salesHow to make yourself impossible to forget using videoWhy basic improv and comedy techniques give you confidence and connectionWhy you should never fear feedback and, instead, actively seek it
More information about Chris Bogue and today’s topics:LinkedIn Profile: https://www.linkedin.com/in/chris-bogue/Company Website: https://christopherbogue.com/Other Relevant Links: The Complete Guide to Selling on Video; Joe Janes Live with Chris; Nick Capozzi on LinkedIn; Adobe - Show more
