Love geeking out about metrics, data, and Customer Lifetime Value? (I mean, that’s a good time right there ;)) Then, this week’s episode of Spamming Zero is for you!

We’re joined by Assistant Professor of Marketing at Emory University – Goizueta Business School and CLV Expert, Daniel McCarthy, who brings a whole lot of fascinating thoughts to the table. 

What’s Covered? 

• How Dan got into CLV - and the key lessons he’s learned so far
• Our expert’s take on automation as it relates to customer service
• Helping brands adopt new metrics
• Starting with the basics - crawl, walk, run 
• Getting buy in: what these metrics mean to today’s investors
• Historical measurement & forward predictions
• Avoiding “bad profits”
• Understanding the drivers behind the data
• And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

Authenticity. It’s the secret sauce that helps brands succeed and stick around. Don’t believe me? Need more clarity on exactly what it means to build your brand authentically? Done!

BG Weiss, CRO at Thankful, is an expert on this very topic. He brings real talk around the power of authenticity and a positive mindset when it comes to your brand. This week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

-       The power of honest interactions

-       How to encourage real talk from your team 

-       Authentic EX --> Authentic CX 

-       The relationship between brand and culture 

-       Making your mission statement more than words on a page 

-       BG’s take on the industry – then, now, and next 

-       Real talk around quick implementation of automation 

-       A winning mindset for Peak Season

-       And more 

 Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

Spamming Zero loves getting to the bottom of things. Things like… what exactly do today’s Venture Capitalists think of CX? And how does it play into their decision-making when it comes to brands? 

That’s why we sat down with Liza Landsman, General Partner at New Enterprise Associates (NEA) to get a first-hand perspective from one of the best VCs out there. She serves up some fantastically straightforward answers—100% BS free—just the way we like ‘em. 

What’s Covered? 

·      Today’s CX titles and positions

·      How CX metrics factor into Liza’s diligence on a business

·      Automation + the human touch: a cost cutting combo  

·      Today’s renewed focus on CX & customer expectations

·      The value of journey mapping 

·      Liza’s take on brand and brand value 

·      And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

Universal Studios, Disney World, Legoland… What is it that makes people return again and again? Simple: an experience worth reliving. So, how can eCommerce brands infuse that kind of magic into their CX? Well, practical application there isn’t quite as simple, but—lucky for you—we happen to know someone who offers a spectacular perspective on the subject. 

Dallan Rees, Senior Director of eCommerce at Lovesac, has had a slew of fascinating jobs - including Director of Digital Product and Experience Development at Universal Parks & Resorts. From concert venues and amusement parks, to creating an experience with unconventional sofas, Dallan’s discovered the common threads that leave customers coming back for more. And he graciously shares what he’s learned. This week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

• Tackling CX at Universal during a pandemic
• How brands like Universal approach customer experience 
• How Dallan brings the “park experience” mindset to his current role at Lovesac
• Our guests’s top takeaways from past positions 
• Keeping it fresh: how to maintain the magic in every interaction 
• The role community plays when it comes to experience
• Dallan’s—and our hosts’—dream jobs + why
• And more

 Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

Here at Flip, we’re huge fans of ambitious CX folks (ya’ll run the world!) And it’s fantastic to see good work rewarded. But, getting promoted from agent to CX manager is a big transition – and not one that has much of a guidebook. 

Luckily, we sat down with someone who has taken the journey and is anxious to help others along the way. Shannon Peltier is CX Manager at Cotopaxi, and she shares top tips on the topic. This week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

·      Moving from agent to manager: the biggest challenges Shannon faced

·      How to best prioritize 

·      Customer Journey & VOC

·      Helping agents avoid burnout and/or cuts

·      Creating experiences others will talk about 

·      Actionable advice for those hoping to follow in her footsteps 

·      And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

Rabid fans. Every brand wants ‘em, few know how to gain ‘em. Does it hinge on the product itself? On your sales team? On marketing? A funky TikTok video?... How about solid CX wrapped around all of the above and then some. 

Matt Solusod is E-Commerce Customer Service Manager at Aviator Nation, one of the fastest growing clothing brands in the country and *shameless plug* one of Flip’s valued customers. As such, he knows a thing or two about building, maintaining, and growing a following - during peak season and the whole year through. And he shares top tips this week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

• Matt’s priorities + checklist for peak season prep
• Exclusive items, Inclusive experience: how Aviator Nation rocks both 
• Keeping customers happy year-round 
• How to tackle loyalty with your raving fans AND with fans who haven’t yet purchased
• The power of loyal fans via social channels 
• CX as the focal point of growth: gaining company wide buy-in 
• Peak season fears - and how Matt’s team faces them
• Ideas for employee appreciation during (and after) peak season 
• Looking ahead: Front of mind projects for Aviator Nation in 2023 
• And more 



Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts. 

Aaaah that cozy Autumn atmosphere, that hint of holiday magic in the air… and peak season breathing down your neck like the nightmare before Christmas. Yep, it’s heeeeere. And, as every brand knows, it’s a tricky chunk of time to successfully tackle. 

This is where talking to an expert on delivering exceptional CX during peak season comes in handy. Liz Tsai is Founder and CEO of HiOperator, and she offers a wealth of actionable advice to help your brand come out on top – this week, on Flip’s Spamming Zero Podcast. 

What’s Covered? 

·      Scaling support (with budget and ROI in mind) for the holidays

·      Prepping your agents to deal with high volume 

·      Empathy vs. empowered empathy – and its role in CX

·      Context, transparency, and setting clear expectations

·      Quality CX born of desire, data, tech, and a great team 

·      Working with the economy this season

·      Top tips to drive LTV 

·      Journey mapping’s essential role 

·      A special CTA for all customer service agents out there

·      And more 

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

How do companies become successful when utilizing the PLG motion? PLG can be a great model, but what's missing from it is the human element.

That's why Duane Dufault is our guest today to dive into the importance of perfecting your sales process so it can complement your PLG methodology. Duane is a revenue leader and Head of Sales at 1Build, and a big advocate for customer service.

What's covered?

- Should PLG even exist?

- Optimizing your content for the algorithm without confusing your buyers

- Maintaining a healthy customer base

- Customer experience needs to involve everyone that touches the customer

- Why churn becomes a problem

- What degrades trust

- Achieving PLG

- What does success mean?

We've all had experiences with customer call centers, sitting on hold and listening to their exciting choice of hold music. Why don't companies use that hold time more efficiently? Or even not at all? We're in luck with today's guest, Vikas Bhambri, Head of Global Sales & CX at Kustomer, as he joins the show to dive into CRMs and the bridge between them and the contact center.

What's covered?

- Why CRM is important to our strategies

- Long wait times and growing hold queues at call centers

- How businesses think about differentiating themselves

- What area of a company is customer experience part of?

- Automation strategies: Chat bots

- Getting teams across the company on board to make your data actionable

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.

What occupies the most space in our brain when it comes to experiences? The positive, the negative, the resolution? What is the psychology behind what creates our memorable experiences? Today we discuss what Brian calls the thread between experience, emotion to memory.

Thankfully, customer experience extraordinaire Jennifer Shernoff is our guest on Flip’s Spamming Zero Podcast this week. 

What's covered?

- Customer experience expectations

- Navigating a negative experience with a brand

- Resolving consumer pain

- CX as a cross-functional team

- And more

Ready for more fantastic Spamming Zero conversations ahead? Listen, rate, and subscribe on Casted, Apple Podcast, or Google podcasts.