REALLY Know Your Customer

In this episode, Tony and Betsy speak with Roger Beadle, CEO and co-founder of Limitless Technology, a customer experience business dedicated to changing the way you view the traditional customer service model. Roger explains the GigCX model and the benefits of this crowd-sourcing technology that will make any CEO rethink their existing customer service roadmap.

Many business leaders have shifted to thinking about their teams as their customers, but that wasn’t always the case in the past. John Boggs ensures that in order to know his customers he knows his team and treats them with love and care. John is the CEO of the Brave Thinking Institute and the Director of its Business and Leadership Division. In this conversation with Betsy Westhafer and Tony Bodoh, he shares how as a leader he models behavior to help his team really embody their company’s values and deliver excellent customer experience. This conversation contains a great deal of essential information that business leaders need to know as a large portion of corporate America has been thrust into the virtual environment.

One of the greatest indicators of a prosperous business is its customer success. How do you bring that into private equity? In this exciting episode, Betsy Westhafer and Tony Bodoh sit down with Sirous Wadia, the Practice Director, Customer Success at K1 Capital, to discuss that answer. Sirous talks about his career path and gives listeners a view into private equity and its relationship with portfolio companies. He also discusses how the COVID-19 pandemic has impacted K1 and the overall SaaS industry — how COVID has accelerated it and what kinds of shifts they are making for portfolio companies. Sirous then taps into what separates successful and unsuccessful B2B SaaS companies, especially as the future remains uncertain.

Two powerful trends are disrupting almost every industry – artificial intelligence and the freelance economy. Coming from obscure beginnings some decades ago, they have since evolved and are now braced to change business as we know it for good. Straddling on both these revolutionary trends is Matt Coatney, a C-level technology executive, award-winning author and keynote speaker. In his book, The Human Cloud, he writes about how these two forces are making inroads in changing the world of work forever. Joining Tony Bodoh and Betsy Westhafer in this episode, he gives us a history lesson about the evolution of AI and how it is now being built into industries such as sales and marketing. Apart from being a thought leader in disruptive technologies, Matt is also a visionary who sees wonderful possibilities for AI in enhancing human capabilities, as well as the need for a change in the way we teach our children to prepare them for the beckoning future.

Companies and leaders who really want to listen to their customers put the technologies in place to do so, especially large companies. They listen to millions of people every single day or week and then derive information that will guide them in rapidly innovating and improving how their organization engages with customers or change the product or the services that they provide. In this episode, Sid Banerjee, the Executive Vice Chairman, Founder, and Chief Strategy Officer of Clarabridge, joins Betsy Westhafer and Tony Bodoh to discuss customer experience analytics. By applying data analysis to unstructured information, businesses are more responsive to their customers and can build better relationships with them. Want to discover how you can improve every aspect of your customer’s experience? Stay tuned to this episode.

In this episode, Scott Miller, Head of Thought Leadership at FranklinCovey, joins Betsy Westhafer and Tony Bodoh as they discuss how FranklinCovey reshaped itself based on the minds of their customers and why it’s important to have an agile mindset when listening to your customer. Scott shares his journey throughout the years and the multiple roles he’s playing aside from his day job at FranklinCovey. They talk about the difficulties companies have viewing themselves accurately versus through the eyes of their customers and the mindset you need to have as part of the leadership team to understand your customer. Learn the importance of having thought leadership to anticipate any disruption and stay ahead of the curve.

Technology has allowed healthcare to make great strides in providing health services to people no matter where they are located. Telehealth is now making that massive shift happen in healthcare in 2020. The person leading the way, in many ways, has been Tanya Mack, the President of Women’s Telehealth. In this episode, she joins hosts Betsy Westhafer and Tony Bodoh to share her story and discuss what telehealth and telemedicine are all about. How did the telehealth market change? What were the early mistakes in defining potential customers and a marketing strategy? How do we overcome telehealth limitations that have held the industry back 30 years? How can telehealth experiences determine patient loyalty? Tanya answers these questions and more, taking us into the challenges telehealth still has to overcome, how she is educating patients, providers, and payers about telemedicine, and what keeps her up at night in telehealth.

As consumers themselves, entrepreneurs know the good stuff from the bad. They’ve been in their customers’ shoes and know the struggles they’re going through. For Jason Chan, understanding the customer has always come naturally. He picks up on what’s out there, sees the opportunities, and goes for it. Jason is Rakuten Super Logistics’ VP of Sales and Marketing where he directs the company’s sales & marketing functions to grow its market share and drive revenue. On today’s podcast, he joins Betsy Westhafer and Tony Bodoh to share the top three things he looks for to really know his customer. They also dive into being an extension of a brand, testing the user experience, and much more.

In our careers, in some way or another, we are all serving clients. Unfortunately, far too few develop the necessary skills and strategies to develop and keep those clients for life. Ivy Slater joins Betsy Westhafer and Tony Bodoh on today’s podcast to share how you can develop clients for life and discusses the importance of listening to your client with more than just your ears. A professionally certified business coach, speaker, bestselling author, podcast host, and entrepreneur, Ivy is an expert at cultivating and facilitating relationships that are the hallmark of any successful business. Don’t miss this episode to discover Ivy’s story of a lifelong client, why asking questions is essential, and what creates real opportunities with clients to grow sales.

Building trust with clients is hard enough in any business, but it can be a little bit tougher when you’re working with a broad spectrum of clients. Few businesses deal with a broader clientele than Tracy Hazzard’s business does. As the co-founder and CEO of Brandcasters, Inc., the largest podcast post-production company in the US, Tracy deals with people from widely varying backgrounds every day. She has honed the skill of getting to know a very diverse set of customers as her company scaled from serving 12 clients to now more than 400 clients. Her Podetize method and platform takes knowing the customer to a whole new level by understanding what they really want and creating a personal touch for them right from the beginning. She joins Betsy Westhafer and Tony Bodoh in a conversation about building trust, the podcast industry, the transformational economy and more. Learn why she considers trust building a predominant strategy and see how this model might be a good fit for your own business.