The Customer Experience Podcast

Doing what's right for your customer is what's right. It’s that simple.

Angela Alea, President and Chief Revenue Officer at LASSO shares valuable insights on the importance of teaching and learning in conversations, removing friction for a seamless customer experience, and the significance of feeling understood and cared for. In this conversation we explore the changes in sales, marketing, and customer service over the past decade, discuss the power of surveys and data analysis, and uncover the secrets to building positive relationships and successful partnerships.

Key theme: serve first — from that, revenue comes.

Join as we discuss:

• Why serving others and providing value, regardless of sales opportunities, is the ultimate game-changer
• Why it’s important to measure success — not satisfaction
• Whether your customer is seeking the best price, or the best partner
• How to make your consumers feel cared for and supported

More information about Angela Alea and today’s topics:

• LinkedIn Profile: https://www.linkedin.com/in/angelaalea/
• Company Website: https://www.lasso.io/
• Other Relevant Link: Publix Super Markets; Chick-fil-A; Delta Airline

Solving for multiple stakeholders is the essence of human-centered design.

Our latest guest is Saira Taneja, a seasoned professional who has journeyed from the realms of corporate strategy to her current role as Chief Experience Officer at Cover Whale, a leading insurtech company specializing in the commercial auto industry.

Together we explore the evolving world of customer experience in high-growth environments, from human-centered design to the role of data and technology. We dive into the delicate balance between leveraging cutting-edge technology and maintaining a personal touch in customer interactions. Learn how Cover Whale addresses the needs of multiple stakeholders, and why Saira advocates for open-minded hiring and education.

Join as we discuss:

• Why Human-Centered Design is crucial in improving the customer journey
• How data impacts customer experience and business strategy
• How businesses can effectively address the needs of multiple stakeholders
• How a company can maintain consistent CX during scaling and growth
• Where tech and personal touch intersect in the commercial auto industry

More information about Saira Taneja and today’s topics:

• LinkedIn Profile: http://linkedin.com/in/sairataneja/
• Company Website: https://www.coverwhale.com/
• Other Relevant Link: Dan Abrahamsen and Kevin Abramson; IDEO

As a leader, it starts with you. It starts with how you show up, in knowing what you want to be and how you want to be perceived. It's setting a tone for your team. How do you ultimately desire to show up, professionally and personally?

Our latest guest, Rina Johnson, is the VP of Marketing of Patelco Credit Union, a financial cooperative with a mission-driven purpose. Rina brings her wealth of experience, having spent years as a marketing leader with renowned brands like 24 Hour Fitness and Visa. Together we explore the transformative power of marketing. Rina shares her professional journey, offering valuable insights into authenticity's impact on customer behavior and brand differentiation. Discover the delicate balance between maintaining brand integrity and fulfilling business goals, as well as the power of feedback, and leadership lessons that lead to positive change within organizations. We also explore the unique world of credit unions, and how community and connection are the key pillars.

Join as we discuss:

• How authenticity in marketing can influence customer behavior
• How a company's mission and purpose can be used as a powerful tool to create a memorable and differentiating brand
• How credit unions differ from banks, and the distinction between a member and a customer
• How organizations can empower local leaders to customize marketing efforts while staying true to the brand's values

More information about Rina Johnson and today’s topics:

• LinkedIn Profile: https://www.linkedin.com/in/rina-rasheed-johnson/
• Company Website: https://www.patelco.org/
• Other Relevant Link: In-N-Out Burger

How do people experience you?

Yes, generosity might mean giving up a resource or money, but when we speak of radical generosity, it's flipping the script into being a true giver, and making people and things better than when you found them. Our latest guest, Melissa Wright, Chief Sales & Marketing Officer at American Pacific Mortgage, explains the transformative power of putting people first in business. Join us as we dive deep into the world of customer service, personal branding, and the art of creating lasting connections, all leaving a positive mark on both your business and the lives you touch.

Join as we discuss:

• What strategies are best for building a thriving organization where employees are empowered to provide exceptional customer experiences
• How personal branding in the service industry can impact success as a professional, and whether it’s advised for team members to build personal brands while representing an organization
• How to create effective video content, and why being yourself is the key to connecting with customers
• How to find balance in showcasing your expertise and sharing personal interests
• How radical generosity can transform your business relationships

This call may be recorded for quality assurance purposes. We’ve all heard it, but what does it really mean?

A happy, engaged and empowered agent leads to a happy, engaged and empowered customer. In this episode, we meet with four-time Chief Marketing Officer in B2B and B2B2C SaaS, Michelle Randall. She currently serves as CMO at Playvox, a company that provides solutions that help empower folks to deliver better customer experiences via quality management and sentiment analysis. Michelle has displayed committed, long standing behavior to invest in other people, leading to a more positive customer experience.

Join us as we discuss:

• How effective communication, support, encouragement, and education can accelerate the journey to success
• Why it’s worthwhile to shift the focus from increasing share of wallet to providing customers with the resources and tools they need
• When to offer self-service options over personalized assistance
• How to implement quality evaluations and sentiment analysis to enhance customer interactions and satisfaction
• Why CMOs should embrace their role as storytellers

More information about Michelle Randall and today’s topics:

• LinkedIn Profile: https://www.linkedin.com/in/michelleburrows/
• Company Website: https://www.playvox.com/
• Other Relevant Links: REI