The Customer Experience Podcast

The word “disruption” can make us feel irritation or even angst. What we need is to recognize that disruption on an industry scale means changing how we operate to create better experiences for our customers.
In this episode, I interview Michelle Lisowski, Global Director, B2B Marketing at Uber, about how she's leading a well-known B2C brand into better B2B customer experience.
Join us as we discuss:
What Michelle means when she says CX is everything
How Uber for Business is redefining transportation
Why disruption should be recognized as serving customers
How Michelle manages multiple lines of business with trust in people
When customer-centricity became a practice for Michelle     


Check out these resources we mentioned:
Uber for Business
Michelle Lisowski on LinkedIn
Patagonia
American Express
Target  


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He’s the Founder and Chief Executive Angel at SavingsAngel.com and host of The Thoughtful Entrepreneur Podcast. His work is syndicated nationally in print, on radio, on television, and of course online. He’s a US Navy veteran. AND he’s also sent more than 4,200 video messages over the past few years! 

In this episode, I interview Josh Elledge, who is also the Founder/CEO of UpMyInfluence.com, about how to gross more than $50 million in revenue and build a 7-figure B2B sales system for consultants and agencies — with zero paid ads.

Join Josh and me as we discuss:
Why we should focus on value and impact instead of chasing revenue numbers
What the big problem is with paid ads
How to build authentic relationships with your dream customers
Why video is the best way to make people fall in love with you
When you should send video messages



Check out these resources we mentioned:
UpMyInfluence.com 
Bob Burg 
Adrian Cronauer 
BombBomb 



Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

For the entire year of 2020, his team booked about 450 meetings. So far in 2021, they’ve booked about 550 meetings in just the first three quarters by sending over 220,000 emails that people want to read. 
In this episode, I interview Michael Chambers, Vice President, Sales Agency and Training Teams at Precision Value & Health, about why he puts relationships at the center of everything he does for customers and employees — and cold prospecting.  
Join us as we discuss:
Why relationship and responsiveness are at the center of customer experience
What the qualities of great candidates are to Mike
How he designs a successful cold email strategy
Why it matters to accept “not yet” as a response
How to stay available to customers and employees 


Check out these resources we mentioned:
Michael Chambers on LinkedIn 
Precision Value & Health 
Fernando Mateus on LinkedIn 
Clean My Pavers  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. 
Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Instead of a slice of cake with a candle, they brought out a box of handmade chocolates with Happy Birthday spelled out in cocoa powder and decorated with a sparkler. All four diners spontaneously took out their phones, photographed it, and shared it online.

“The single best marketing is a happy customer talking about you because it’s the most credible, the most authentic,” said our guest today, Dan Gingiss, Chief Experience Officer at The Experience Maker, LLC and author of The Experience Maker .Dan challenges organizations to create shareable experiences, just like Fleming Steakhouse did for his son’s birthday dinner.

Join us as we discuss:
Why Dan highlights a romance novelist in his marketing book
What the WISER framework stands for
How personalization creates shareable moments
How to leverage B2C experiences in B2B
Why Amazon loses money to invest in relationships



Check out these resources we mentioned:
Dan Gingiss on LinkedIn 
The Experience Maker (book) 
DanGingiss.com 
Starbucks 



Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

There’s no reason to keep them separate anymore: success, support, marketing, and sales. Their common goal is revenue, so their common leader should be the CRO. When we’re talking about the next generation of CROs, a Chief Marketing Officer is likely the best candidate because they’re already doing the bulk of that work.  
In this episode, I interview the authors of CMO to CRO: The Revenue Takeover by the Next Generation Executive, Tegrita’s COO Brandi Starr, CRO Rolly Keenan, and President & CTO Mike Geller. We talk a bout why CMOs make such good CROs and how to create a CRO function.  
Join us as we discuss:
Why the rise of the CRO is vital to good CX
Why Tegrita created a CRO role and wrote a book about it
How to tame your Frankenstack
What CMOs can do to shift into CROs
Where to position RevOps with respect to the CRO function  


Check out these resources we mentioned:
RevenueTakeover.com 
Tegrita.com   


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.  
Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Two and a half months ago, gearing up for the launch of our second book, Human-Centered Communication, we found that mass emails did not perform as well as before. Here’s what has worked: personal one-to-one video messages. 
People and relationships matter more today than ever. 
I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. In this episode, I share how our launch strategy has changed to reflect the thesis of our book — that human-centered communication is the most meaningful and successful way to cut through today’s digital pollution.  
Here are some thoughts from the episode:
How personalization promotes memory
What our book rankings are
How we pivoted our launch strategy for our second book
What I said in my video messages and how people responded
Why human interaction matters even more online  


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. 
Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

In one of his interviews at his current company, our guest said this to the CEO:

“If we're going to build an organization that truly earns the love of the customer by providing a consistent experience, we need to put the entire customer journey under one umbrella. We also need to train the team to be maniacally focused on the customer — to understand the market, the industry, and the players’ wants, needs, and wins — by training as a whole, not in silos.”

In this episode, I interview Mark Rosenthal, COO at HqO, about executing his vision to create a culture of collaboration. 

Why workers need to return to the city
How Mark transitioned from VP to CRO to COO
How an argument helped shape his defining moment as a leader
What Mark does to stay engaged with the customer team
What the three keys to a collaborative culture are at HqO



Check out these resources we mentioned:
Mark Rosenthal on LinkedIn 
HqO 
Waze 



Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Ignoring an antagonistic relationship at work is one of the worst things you can do — to yourself. Working with someone in a toxic situation can hinder your potential.

You need to learn how to fire your villain.

In this episode, I interview Heather Monahan, bestselling a uthor, renowned keynote speaker, and CEO at Boss in Heels LLC, about her story of creating confidence and overcoming villains. 

Join us as we discuss:
How Heather came to be fired from a job where she was successful
What it’s like to teach sales at Harvard
How to fire your villains 
How to provide value amidst changing markets and customers
What it means to set expectations for customer experience



Check out these resources we mentioned:
Heather Monahan on LinkedIn 
Heather Monahan on Twitter 
Overcome Your Villains 
Giftology and John Ruhlin 



Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

A “paradigm shift” is a fundamental change in approach or assumptions. Modern communication is in the midst of one — a change from digital pollution to human-centered communication. 
I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. I co-wrote a book about this communication shift with my longtime friend and colleague Steve Pacinelli, CMO at BombBomb, called Human-Centered Communication. 
(P.S. It is publishing today! Find it here.)  
In this episode, I discuss:
What the implications of a mass mindset are
How Steve and I wrote our book around the insights of 11 experts
How to restore the balance of digital and human in communication
What human-centered communication means for organizations
Why you should read our book 


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. 
Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

No one individual has all the answers to everything. With a concept as broad yet essential as human-centered communication, it was going to take many experts — 11, to be exact — to begin to equip us with the knowledge we need to recenter our communication around people. 

In this episode, I have the pleasure of chatting with my longtime friend and two-time coauthor, Steve Pacinelli, CMO at BombBomb, about what he learned from the process of writing our book, Human-Centered Communication.  

Join us as we discuss:

Why customer experience is built on the exploration of a shared belief
Where the idea for the book originated
What the big idea behind human-centered communication is
Who each expert is and what you can expect in each of their chapters
What interactive experiences we created around the book


Check out these resources we mentioned:

I’ll Be Back by Shep Hyken
The Experience Maker by Dan Gingiss 
The Road Less Stupid by Keith Cunningham 
Visual Collaboration by Loa Baastrup and Ole Qvist-Sorensen


Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.