The marketing world has changed. We’ve moved from a broadcast model, to a conversation model. It’s no longer about yelling your message to unwilling recipients. It’s about authentic conversations that change minds and behaviors. Comedians get this, which is why they’re able to influence your thinking, without you even knowing it. Listen to the episode to learn how they do it. Plus, a prediction for 2021.

95% of consumers will tell someone else about a bad customer experience. That’s why delivering great customer experiences has become paramount. In this special CXM Experience episode I share my DMEXCO (The Digital Marketing Exposition & Conference) presentation that includes a look at how to truly delight your customers.

We soar to new heights this episode as we look at how Otis Elevators uses the Internet of Things (IoT) to actually solve problems before they happen. It’s practically magic, and it’s a fascinating look at how to create mind-bending experiences that keep your customers happy.

Tony Hsieh was a forward-thinking, visionary entrepreneur who was deeply committed to customer satisfaction. This Tony quote pretty much sums up his focus: “Our philosophy is about delivering happiness to our customers and employees.” Simple… and powerful. His passion and creativity will be missed.

Part 2 of our special Coffee Club crossover edition. Marshall Kirkpatrick and I talk about the importance of eating your own dog food (or, drinking your own champagne, as we like to call it), and offer some strategies for accelerating your digital transformation efforts.