MicroAdvice CX Podcast

Today, our spotlight topic is how to build solutions for your customers with a lasting impact. To better understand this concept, we’re here with Chris Slee. Chris is a Founder, Principal, and Chief Product Officer at AWH, a Dublin, Ohio software engineering firm creating innovative digital products for business clients. (Learn more at https://awh.net)Chris and I discuss: 1.) For a new software application or tool, how builders can best engage their customers to meet th...

Today, our spotlight topic is on how customer-facing professionals can effectively use advanced technologies while still maintaining a human element for their customers.To better understand this concept, we’re here with Abby Hammer, Chief Customer Officer of a leading customer success platform, Churnzero. (Learn more at https://churnzero.net/​)Abby and I address topics such as: 1.) The leading practices (among CSMs or other customer-facing professionals) for effectively using technolo...

Today, our spotlight is on Voice of the Customer programs, specifically what works well, what does not, and what you can do to be successful. To learn more about the leading voice of the customer practices, we’re here with Principal of AWH , Ryan Frederick. AWH is a design studio based in Ohio, focused on designing and building mobile, web and IoT applications and digital products. (Learn more at http://www.awh.net​)Ryan and I explore topics such as: 1.) How to build and o...

Today, our spotlight is on SentiSum, a UK-based startup that leverages AI and big data to help enterprises gain competitive advantage through natural-language processing on customer support tickets. This is part #1 in a two-part series featuring SentiSum (https://www.sentisum.com​).To learn more about the customer experience they offer in this unique field, we are here with Founder and CEO Sharad Khandelwal. Sharad and I explore topics such as: 1.) New and innovative methods for navig...

Today our spotlight is on SentiSum, a UK-based startup that leverages AI and big data to help enterprises gain competitive advantage through natural-language processing on customer support tickets. This is part #2 in a two-part series featuring SentiSum (https://www.sentisum.com​).We learned a lot from SentiSum founder and CEO Sharad Khandelwal in MicroAdvice E24 - How a natural language processing (NLP) startup is helping companies to deliver a better CX. This episode digs deeper into the sp...

The intersection between Product-led growth and customer experience is a hot topic these days. To learn more, I met with Evan Leong, founder/CEO of Product Signals (https://productsignals.com/). Evan and I topics such as: 1.) His journey for creating Product Signals and how he is aiming to revolutionize the collaboration between Customer Success and Product teams 2.) Product-led growth strategies in a B2B SaaS setting to deliver superior CX3.) Product mapping and blueprin...

With so much discussion around the need for diversity, equity and inclusivity in today's brand promises, I thought it critical to dig deeper into the underlying factors of crafting brand promises and the specific ways brand promises serve as a foundation of customer experience. In this episode, I interview Tanita Sandhu, a 20 year global brand and marketing professional based out of Seattle, and also founder of Bamboo Bleu, a boutique Brand & Marketing Consulting agency. T...

Today, we are here today with Joe Davy, Chairman & CEO at Banzai, a Seattle based company that provides audience generation solutions for marketing teams in both startups and Fortune 500 companies. In this episode, we will cover some incredible guidance on how experiential marketing is driving customer experience.Listen to Joe discuss topics such as:1.) How Sales and Marketing teams can better engage their consumer to deliver a better customer experience. 2.) What is experienti...

The MicroAdvice Podcast met with Mike McSherry, a 6x startup founder, former CEO of Swype, Boost Mobile, now Xealth.In this episode, you will learn some master class advice about building and leading customer-obsessed organizations, and hear tips that you can implement in your own organizations. Listen to Mike discuss topics such as:1.) Balance a focus on customer, product, sales, and everything else given limited resources when building a new venture. 2.) Key areas that have proven to be suc...

Have you ever ran into a difficult customer situation, maybe upset with a poor experience or overly demanding of your time? To learn more about how to handle difficult customer situations, I met with Jon Triggs, Head of Customer Success at Fluent Technology, as well as a Top 100 CS Influencer, and author of the Customer Success newsletter and podcast called "Customer Uplift". In this episode, Jon shares his perspective how any customer-facing professional can best handle situations ...