Crack the Customer Code

Jeannie and Adam share tips and ideas to make the holidays more meaningful and less stressful for customers and employees alike.

The holidays are not only about spreading extra cheer, but also about giving thanks. It's one thing to say "thank you" to customers and employees, but showing them you appreciate them is another. 

Does your gratitude shine through in the way you do business?

This time of year is more stressful for just about everyone. So what can you do to make sure your gratitude is felt throughout the holiday season? Adam and Jeannie have some great ideas to share!

We really appreciate the feedback we receive from listeners to help us keep improving the show. In fact, we have a special shout out for one of you, plus a special message for all of you. Thank you for listening, and Happy Thanksgiving!

• 360Connext® post, The Best CX Leaders ROCK at These 3 Things
• Customers That Stick® post, A Guide to Customer Service Higher Education
• Episode 175: (Tip) How Business Schools Can Add Customer Experience
• Episode 235: Customer Experience Touchpoint Tips
• We're on C-Suite Radio! Check it out for more great podcasts

Sponsor message:

Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar.

• How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all
• What drives a winning customer experience strategy and examples of companies that “get it”
• How to create a foundation for a customer experience strategy that works for the long term

Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works! 

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie discuss an innovative approach to the education experience with Katy Lynch, Co-founder and CMO at Codeverse.

Educating the next generation on coding the things that keep our lives going is critical. But traditional schools don’t provide an environment where kids can excel at coding while keeping parents up to speed with what’s happening and why. Moreover, there are a lot of myths about what an education in coding is really about, and who it’s for!

“I can’t think of a more exciting time to be in the coding industry than now.” -Katy Lynch

Katy Lynch set out to create a highly engaging environment where young children can dive into the world of coding. Through tireless research, interviews, and LOTS of testing, Katy discovered what does and does not work. As a result, Codeverse was founded and built around a highly innovative learning experience.

“A high-quality education, just like a high-quality product, speaks for itself.” -Katy Lynch

At Codeverse, students use a proprietary SaaS platform called KidScript™ to communicate, control the environment, and more.  In fact, they get to interact with cool things like robotic arms and laser cutters! So not only do they learn how to code, they also see the real-world impact of their work. But this is just one of the fascinating ways Codeverse offers an enhanced learning experience.

Katy and the folks at Codeverse understand that education is about more than what happens in the classroom. Besides the coding itself, Codeverse is also grooming students to become thought leaders on technology and coding. What’s more, they help students and their families develop healthy relationships with technology and prepare for the future.

“They ask us questions BEYOND the Codeverse experience.” -Katy Lynch

Katy brought lots of great insights to this interview for leaders in any industry. We discuss amazing ways to gather feedback, consider different layers of customers, and innovate the experience for everyone involved. Listen in!

• Kids don’t usually pay tuition, so how do you balance CX for students with those paying? [4:05]
• Codeverse takes a different approach at STEM, so how did Katy explore what would and wouldn’t work before launch? [5:40]
• Why create a physical environment for digital training? [10:20]
• As a leader, how does Katy understand when things aren’t working as expected or need tweaks? [12:24]
• Katy explains many ways Codeverse helps students beyond the curriculum, including an exciting program to groom kids for thought leadership. [13:37]

Katy Lynch is the Co-founder and CMO at ">Codeverse, the world's first full interactive coding school and educational tech platform for kids that was founded on the mission to teach one billion children to code.

Prior to Codeverse, Katy was the CEO of Techweek, the nation's largest traveling technology festival, as well as the President and Co-founder of SocialKaty, a full service social media marketing agency. In 2014, SocialKaty was acquired by award-winning digital agency, Manifest.

Katy has appeared on FOX, NBC, Inc, Huffington Post, and Today.com, amongst others.

Connect with Katy

• Twitter
• LinkedIn
• Facebook
• Instagram
• Codeverse Website
• Katy's Website

• 360Connext® post, The Best CX Leaders ROCK at These 3 Things
• Customers That Stick® post, Introducing a New Guide to Customer Service Higher Education
• Episode 175: (Tip) How Business Schools Can Add Customer Experience
• Episode 291: LinkedIn Learning for Customer-Focused Leaders
• We’re on C-Suite Radio! Check it out for more great podcasts

Sponsor message:

Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar.

• How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all
• What drives a winning customer experience strategy and examples of companies that “get it”
• How to create a foundation for a customer experience strategy that works for the long term

Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works! 

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie share updated insights on what and how millennials buy and what that could mean for your industry in the future.

We discuss millennials quite often on this podcast because new trends are developing so fast! This time, we have fascinating (and scary?) new insights because they’re reaching a new phase of adulthood. As it turns out, millennials are different in more ways than we ever imagined. And it’s not just about skinny jeans and fad diets.

For instance, millennials are not buying much beer. (What!? That’s blasphemy!) Another example is how millennials are waiting longer to get married and not buying starter homes. But these are just a couple of the trends that have hit the news lately. Millennials are making new waves in every industry at a rapid pace, and executives are crying out in their wake!

So, what does that mean for your industry? Will your offering become a fading memory while millennials push forward and shape their world? Well, that’s up to you!

“We really have to think about that ecosystem in the experience of millennials.” -Jeannie Walters

While many companies are suffering, others are using these trends to innovate and create experiences that not only resonate better with millennials, but make things better for everyone else. That means if you pay attention and think ahead, you can have your kale and eat it too.

“Sometimes the answer is not right in front of you….” -Adam Toporek

Today, we’re discussing what adulthood means for millennials as consumers, and how these trends beg a shift in our priorities and the experiences we deliver. With great examples from forward-thinking companies, Adam and Jeannie have great ideas about how to adapt and move forward in this multi-generational business landscape.

Related Content

• 360Connext® post, Obsessing over CX for Millennials Ruins It for Everyone!
• Customers That Stick® post, 5 Millennial Traits to Improve Customer Service
• Episode 220: Future Customer or Present Customer?
• Episode 142: Anna Liotta, Unlocking Generational Codes
• We're on C-Suite Radio! Check it out for more great podcasts

Sponsor message

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie interview Mark Podolsky about keeping customers happy while maintaining a passive income.

Earning a passive income is a dream most of us have, but so few of us can do this in a sustainable way. How can you automate most of your workflow while still delivering a great customer experience?

Today’s guest not only survived, but triumphed over the real estate crash of 2008. Instead of closing shop like so many others, he used the changing landscape as an opportunity to break the mold and connect with customers in better ways.

“I’ve automated as much as I can, but then I’ve given that personal touch.” - Mark Podolsky

A recognized thought leader in maintaining passive incomes, Mark shares some great tips for entrepreneurs and leaders who want to earn a passive income while focusing more on what matters most to them in life.

Find out how Mark balances automation with personalization and how they tie to his bold philosophy of “Happy Customers Guaranteed.” Plus, he clues us in on some of the best automation tools he uses to help personalize the experience, outlines some of the vital traits of successful leaders, and ties them together with inspiring stories. Listen in!

Interview highlights

• Mark gives us some background, then explains how he guarantees happy customers. [3:13]
• Why is Mark known as The Land Geek? [7:08]
• What has changed since the real estate crash of 2008, and more importantly, how did Mark survive it? [9:20]
• How does Mark balance automation with personalization for better overall customer experiences? [15:00]
• Mark shares some of the common threads among the many successful leaders and entrepreneurs he’s interviewed on his own podcast. [19:00]

Mark J. Podolsky (AKA The Land Geek) is widely considered the Country’s most trusted and foremost authority on buying and selling raw, undeveloped land within the United States.

He has been actively investing in Real Estate and Raw Land since 2001 and has completed over 5,000 unique transactions. Mark’s company, Frontier Equity Properties, LLC, is an A+ rated BBB real estate company.

Mark has achieved this level of success largely due to his core business philosophy – “Happy Customers Guaranteed.”

Mark is the host of one of the top rated podcasts in the Investing Category on iTunes aptly titled The Best Passive Income Model and The Art of Passive Income. He is also the host of the Land Geek Podcast- Work Smart. Earn More. Learn How.

Connect with Mark

• Twitter
• LinkedIn
• TheLandGeek.com

• 360Connext® post, Do Your Communication Tactics Undermine Your Intentions?
• Customers That Stick® post, 10 Lessons from 200 Customer Service Podcast Episodes
• Episode 266: Chip Bell, Innovating Service
• Episode 86: Anthony Iannarino, Commitments Are for Closers
• We’re on C-Suite Radio! Check it out for more great podcasts

Sponsor message

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeannie and Adam discuss the content and creation process behind Jeannie’s new customer experience course on LinkedIn Learning.

We have a special announcement for you!  

Have you ever heard of LinkedIn Learning? Formerly Lynda.com, LinkedIn Learning offers video courses to sharpen a vast range of business skills and learn new ones. In fact, LinkedIn Learning is adding new content every day from industry experts sharing the latest tips and insights – some of which are too new to learn in school. So it’s a great way to stay on the cutting edge, no matter what your brain is thirsty for.

But it gets better! Our co-host Jeannie Walters has a new LinkedIn Learning course, called Creating a Positive Customer Experience. She has worked tirelessly over several months to develop this course, which includes tips and exercises for journey mapping, setting the right expectations with marketing, building trust, retooling your sales process, and more.

But before I give it all away here, Jeannie has more details about the course and the creation process in this episode. Plus, she shares fun stories about her adventures in creating the course, recording in a LinkedIn learning’s high-tech studio, and some surprising details about how it’s all done. Listen in!

• 360Connext® post, The Best CX Leaders ROCK at These 3 Things
• Customers That Stick® post, A Guide to Customer Service Higher Education
• Episode 175: (Tip) How Business Schools Can Add Customer Experience
• Episode 235: Customer Experience Touchpoint Tips
• We're on C-Suite Radio! Check it out for more great podcasts

Sponsor message:

Check out the intro for Jeannie's new LinkedIn Learning course!

Welcome from Creating a Positive Customer Experience by Jeannie Walters

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie interview global customer experience professional Ian Golding to conquer the challenges of operationalizing customer experience.

Leaders all over the world are making the connection between customer experience and business success. While that’s a good thing, just talking the talk is not enough! If you read the right blogs and know the right people, all the wisdom and best practices are there for the taking. But few know how to put all that wisdom to work.

“Too few organizations are aligning customer perception with operational performance.” -Ian Golding

So what’s missing? How can leaders embed customer-centric thinking into business processes, ultimately turning that enthusiasm into action?

Today’s guest is a world-renowned customer experience professional, and he’s here to share some of his best ideas for operationalizing customer experience.

Drawing from his experience working with CX professionals all over the world, Ian gives us a snapshot of the global CX landscape. What are the common threads among successful leaders worldwide, and where do we need to improve the most?

“The main attribute of all, beyond even the skills and competencies, is courage.” -Ian Golding

Ian is a phenomenal customer experience professional with a unique perspective, and we’re lucky to have him join us today!  Listen in to learn the hard truths about customer experience leadership, how we use data, why we still execute poorly, and more.

• We must “operationalize” customer experience to make a real difference, but what does that mean and how can you get started? [3:30]
• What’s globally common about the approach to CX, and what’s different? [6:30]
• What are the most important attributes of customer experience professionals? [10:50]
• Ian comically says customer-centric leaders need 3 bones in their body, so what are they? [13:50]
• How is data used in CX for developing countries, and are they as obsessed with it as we are in the US? [15:45]

A highly influential freelance CX consultant, Ian Golding advises leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked globally across multiple industries including retail, financial services, logistics, manufacturing, telecoms and pharmaceuticals deploying CX tools and methodologies. An internationally renowned speaker and blogger on the subject of CX, Ian was also the first to become a CCXP (Certified Customer Experience Professional) Authorised Resource & Training Provider.

Connect with Ian

• Twitter
• LinkedIn
• Facebook
• Website

• 360Connext® post, Which Comes First? Customer Experience or Sales?
• Customers That Stick® post, The Best CX Leaders ROCK at These 3 Things
• Episode 282: Stephen Shapiro, Innovating Customer Experience
• Episode 255: (Tip) Your Org Chart vs. Your Customers
• Ian's post, Customer Experience 2017 Reality Check – Evolution or Revolution?
• We’re on C-Suite Radio! Check it out for more great podcasts

Sponsor message:

Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar.

• How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all
• What drives a winning customer experience strategy and examples of companies that “get it”
• How to create a foundation for a customer experience strategy that works for the long term

Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works! 

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeannie exposes unexpected gaps in CX created by transition processes and procedures within the customer journey.

Who has not had a great experience do a complete 180 somewhere along the way? This often happens during transitions in the customer journey. In fact, experience gaps in these transitions are often invisible from within the organization. Do you know where they are?

A great overall experience means not only delivering excellence during every phase in the customer journey, but also zeroing in on the transitions. But don’t make the mistake of thinking you have them all tightened up! This is where gaps in CX are often only visible from the customer’s perspective.

“I bet there’s a #CX transition YOU control that you can fix quickly!” -Jeannie Walters

Whether transitioning from freemium to premium or sales to usage, happy prospects find themselves scratching their heads and having second thoughts at critical moments. That said, it’s important to understand what’s really happening to them at these turning points!

What typically goes wrong, and more importantly, how you find and close these gaps?

Don’t make happy prospects lose their enthusiasm over something that can easily be avoided. Jeannie has some classic examples of transitions that cause gaps in CX, so you can find and start fixing them today. Listen in! 

Related Content

• 360Connext® post, Your Process Flows Don’t Know Jack!
• Customers That Stick® post, Turn Your Customer Experience Inside Out
• Episode 255: (Tip) Your Org Chart vs. Your Customers
• Episode 120: Jim Kalbach, Experience Mapping Expert
• We're on C-Suite Radio! Check it out for more great podcasts

Sponsor message

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie interview creativity and innovation expert Amy Climer, Ph.D. to discover how to foster creativity in your team.

Creativity is a necessary trait for teams from the c-suite on out to customer service. Much of what we do in business requires creativity- from innovation to general problem-solving. But many of us don’t think of it this way!

When we’re not prepared for the creative process in these situations, we get bad ideas, push-back from some team members, and the silent treatment from others.

So, how can we put a process around creativity?

Today’s guest, Amy Climer Ph.D., is here to help us develop a solid creative process for our teams, no matter what they do!  You’ll learn about creative techniques, tools, and ways to foster creativity in many kinds of environments.

Amy outlines amazingly simple ways to create strong team dynamics, encourage honesty, build trust, and ultimately, create the best ideas possible. Learn to manage conflict, give your team purpose, measure your success, and more!

Interview highlights

• What are the three elements teams need to be innovative and creative together, according to Amy’s Deliberate Creative Team model?  [3:30]
• Amy explores a few unusual examples of creative thinking in high-stakes situations. [7:30]
• What are the challenges and opportunities of a diverse creative team? [12:10]
• How can you measure your team’s creative power and more importantly, foster greater creativity in your culture? [14:00]
• What is the creative problem process, and how can you get started today? [19:00]

Dr. Amy Climer teaches teams to be creative and innovative. She is a speaker, trainer, and coach in creativity, innovation, and team development. Through her company Climer Consulting she teaches research-based practices, tools, and techniques teams can use to innovate on demand.

Amy has a Ph.D. in Leadership and Change from Antioch University and a Master’s degree in Outdoor Education from the University of New Hampshire. She is trained or certified in Creative Problem Solving, Immunity to Change, and the FourSight Thinking System. She developed the Deliberate Creative™ Teams Scale to help teams understand how to increase their creativity.

Amy is the host of The Deliberate Creative™, a podcast and blog designed to teach others how to facilitate innovation in teams. In 2016, she won the Karl Rhonke Creativity Award from the Association for Experiential Education. Learn more about Amy and her work at climerconsulting.com.

Connect with Amy

• Twitter
• LinkedIn
• Facebook
• Website

• 360Connext® post, 5 Silent Issues that Destroy Customer-Focused Innovation
• Customers That Stick® post, Innovation Is No Longer Optional
• Episode 266: Chip Bell, Innovating Service
• Episode 114: Ron Tite, Branding and Creativity Expert
• We’re on C-Suite Radio! Check it out for more great podcasts

Sponsor message

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeannie and Adam discuss today’s multi-device customer journey and share tips and ideas for optimizing your omnichannel experience.

Offering a multi-channel customer experience is nothing new. In fact, it’s now expected. So we test our websites on iPhones, Android tablets, and different operating systems. We develop what we think is the best experience for PC users, for Mac users, etc. Then, when we determine the experiences are optimal for each of those channels or devices, we cut the ribbon and call it a win.

However, today’s tech-savvy customers continue to drop out of the journey. Freemium customers never upgrade. Paid customers don’t renew. Customers who once reported being satisfied jump ship. So what is going on here?

“It’s not really about ONE mobile journey.” -Jeannie Walters

Too often, journey mapping becomes an exercise in channels, not the entire experience. Today’s tech-savvy customers use multiple channels to get things done. So what happens when a customer starts a project on a Mac and returns to tie up a loose end via the Android app? While those two channels are optimized on their own, hidden gaps often lie between them that cause unexpected challenges or derail the journey entirely.

“By the time you figure out yesterday’s problem it is YESTERDAYS problem.” -Adam Toporek

Today, we take a closer look at how customers move from one device to another, and what happens to the experience when they get there. Are your amazing device-specific experiences still amazing to customers who depend on more than one to get things done? Listen in for ways to find out and hear some of the best ways to close these gaps.

• 360Connext® post, Mobile Innovation Is Not About Your Phone!
• Customers That Stick® post, Interview: GetApp’s Top 25 Customer Service Apps
• Episode 277: 5 Digital Experience Offenses
• Episode 264: (Tip) Mobile Potential
• We're on C-Suite Radio! Check it out for more great podcasts

Sponsor message:

Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe. Developing and internalizing unique and scalable customer-focused missions has been crucial to their success.

Want to compete with the other 89% of companies staying afloat by providing better experiences? You need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie interview bestselling author and leading sales expert Anthony Iannarino.

Automation is great, but it makes creating lasting relationships with sales prospects much harder. What’s more, dated sales tactics drive what we don't automate. So that personal attention we’re giving often chalks up to wasted energy where both salespeople and customers are concerned.

While automation and dated closing tactics may lead to better sales for the short-term, they lack the Customers today are smarter, busier, and demand more meaningful engagement from the companies they do business with.

“You only need 2 things to be a trusted advisor: You need trust, and you need advice.” -Anthony Iannarino

Not only to close more sales, but to create better long-term value from clients and prospects, we need to become “trusted advisors” to our customers, not just salespeople. So in this ever-connected, fast-moving world, that means finding the right balance between technology and one-on-one engagement. It’s not an easy thing to do!

“The end close where I ask you for your business is either the easiest thing to do in the world or the most difficult.” -Anthony Iannarino

We’re lucky to have leading sales expert Anthony Iannarino to help us sort these things out! In fact, we found that most of us could benefit from a better approach.

In this episode, Anthony shares his world-class sales experience and tips from his bestselling books. He shares his very best advice on building trust, using automation, researching prospects, amazing closing techniques, and more!

• What piqued Anthony’s interest in helping others produce better sales results? [4:40]
• Anthony outlines modern challenges in becoming a trusted advisor to customers, rather than just a salesperson. [7:10]
• Researching sales prospects online helps start relationships on a more meaningful level, but Anthony has an interesting take on this. [9:20]
• Anthony shares tips for balancing automation with human interaction, and how to anticipate when a distinction is necessary. [14:00]
• Anthony shares highlights from his book The Lost Art of Closing to help us understand better closing techniques. [17:20]
• How can we counsel salespeople to not only make reasonable, meaningful promises, but always deliver on them? [21:40]
• Many sales professionals believe in the concept of “under-promising and over-delivering,” but Anthony has a better idea... [26:10]

Anthony Iannarino is an international speaker, bestselling author of two books, and a sales leader.

Anthony is the Managing Director of B2B Sales Coach & Consultancy, a coaching and consulting firm he started in 2007. Anthony has worked for—and spoken to—global giants like Accenture, Abbot Laboratories, IDEXX, NetJets, Novo Nordisk, BAE Systems, Toro, TransUnion, Wells Fargo, General Electric, RR Donnelly, Wells Fargo, and CH Robinson.

Anthony graduated from Capital University with a summa cum laude dual major in Political Science and English Literature. He then attended Capital University Law School on the Dean’s Academic Scholarship. He also attended Harvard Business School, completing their Owner President Manager Executive Education program.

Anthony is internationally recognized as a thought leader in sales and leadership, with his award winning The Sales Blog being read by 65,000 people each month. His Sunday Newsletter reaches 80,000 people each week.

Anthony has been named one the 50 most influential people in sales by Top Sales World. He was also named one of the 25 most influential people in sales and marketing by Open View Partners.

In addition to writing daily at The Sales Blog since 2010 and posting a daily vlog on YouTube, Anthony is also a contributing editor at SUCCESS Magazine and ThinkSales Magazine. He also writes an occasional column for Selling Power Magazine and Forbes Magazine.

Anthony’s first book, The Only Sales Guide You’ll Ever Need, released in October, 2016 is a national bestseller. His second book, The Lost Art of Closing: Winning the Ten Commitments That Drive Sales was released on August 8th and immediately shot up to number 1 in new releases in sales and selling. Anthony’s books have already been translated into two forms of Chinese, Italian, Polish, Arabic, and Indonesian.

Connect with Anthony

• Twitter
• LinkedIn
• Facebook
• YouTube
• Website

• 360Connext® post, Which Comes First? Customer Experience or Sales?
• Customers That Stick® post, 5 Lessons Salespeople Can Teach Customer Service Professionals
• Episode 263: Merit Gest, Sales Engagement
• Episode 104: Pat Helmers, Sales Babble Podcast
• We’re on C-Suite Radio! Check it out for more great podcasts

Sponsor message:

Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar.

• How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all
• What drives a winning customer experience strategy and examples of companies that “get it”
• How to create a foundation for a customer experience strategy that works for the long term

Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works! 

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices