The Customer Experience Podcast

To get better at something, you can’t do it just twice or even five times. You have to do it repetitively — and that goes for sending videos, too. Our guest made a video a week for 41 weeks during the pandemic, partly to improve himself but mostly to help his employees and customers overcome challenges and fulfill dreams.

In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Adam Contos, CEO at RE/MAX, about growth through company change and personal improvement to help people.

Join us as we discuss:

What the three categories of customers are for Adam
Why your org needs a values statement
What it was like to rise through the ranks of RE/MAX
Where you should be looking in a time of disruption
What Adam learned after making 41 weekly videos


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.

If you’d like to be able to sit down with an expert like Shep Hyken, CAO at Shepherd Presentations, or Dan Tyre, Direct or at Hubspot, to ask them about how to implement human-centered communication techniques in your organization, well, you can. 

In this episode, you will hear the suggestions that Dan, Shep, and I had for Julie, a sales professional in the continuing education space. 

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. Join me to hear sales insights from our experts, and if you’d like to join our next live, interactive roundtable event, preorder the book written by me and Steve Pacinelli.

Here are some thoughts from the episode:

From Dan: In 2021, we don’t sell, we help
From Shep: Connecting with people is warmer with video
Human-centered design can drive your sales research
Adding desirability to the intersection of viability and feasibility
You’re invited to our next interactive roundtable events on Oct. 5 and Oct. 21


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.

What you see on video is pretty much what you get. Video gives you a sense of who the person is. At present and in the future, salespeople need to become comfortable with video through the techniques of “created charisma”.

In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Viveka von Rosen, Co-Founder and Chief Visibility Officer (CVO) at Vengreso, about using video to create visibility in sales.

Join us as we discuss:

What the relationship between video and visibility is
Who video is and is not good for
Why video gets straight to the heart of authenticity
When to shift the script to create connection
What the role of LinkedIn is for salespeople


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.

Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it’s customer success that makes the money now, because they create the experiences for customers around moments that matter.

Which moments matter most?

In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Jacco van der Kooij, Founder of Winning by Design, about building a customer impact journey around moments that matter.

Join us as we discuss:
Why sales knowledge comes with great responsibility
How recurring revenue models shift customer experience to customer success
What the Bow Tie Funnel is and how it affects customer impact
What the customer impact journey and counter impacts are
How priority has replaced other buying determinants

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.

Repeat business is a goal everyone should aim for. But turning it into loyalty means creating an emotional connection between your customer and your brand.

Ask yourself this: What am I doing right now with this customer to make sure that they’ll come back to me and not my competitor next time?

In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Shep Hyken, Chief Amazement Officer and Customer Service Speaker at Shepard Presentations, LLC, about the drivers behind customer loyalty — as well as some loyalty killers.

Join us as we discuss:

Why customer service is a philosophy of mind
How to differentiate between repeat business and loyalty
What the common loyalty killers are
How to hire to avoid apathy
Ways to leverage presentation skills to define success


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.

If you’ve been on a video call lately (and hasn’t everyone?), you’ve probably noticed how disengaged, distracted, or disconnected everyone is.

This is partly because we’re all operating under the mistaken belief that virtual and in-person are one and the same, except that one just has a camera. Not so.

In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Julie Hansen, Founder and Sales Presentation Expert at Performance Sales and Training, about video skills for virtual communication excellence. 

Julie talked with us about:

How much influence sales has over customer experience
Why video skills are like acting skills
How to speak to a virtual group as if they’re an individual
What best video practices are
How to improve your video presence over time


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 the feeling economy, interpersonal relationships drive the success of organizations. Feelings have always been important, of course, but today they are even more important than they’ve ever been before. 

In this episode, I interview Dr. Roland Rust, Distinguished University Professor at Robert H. Smith School of Business, University of Maryland and coauthor of The Feeling Economy, about the three econ omies and why the feeling economy is the most human.

Roland and I talked about:
- What the role of emotions is in business today
- How the three economies are evolving towards feeling
- What our relationship to AI is and what it could become
- What causes prevalence of feeling industries today, especially sales
- Why rationalization is one of the greatest benefits of the feeling economy

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.

Consumers have turned into prosumers — that is, professional consumers. Before we buy, we read reviews, ask for advice, and do other forms of research about a product or service. What does this mean for sellers?



In practical terms, before you send a message, you’d better know what pages they were on to construe what they are searching for.



In the sixth episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Mario M. Martinez, Jr., CEO and Modern Sales Evangelist at Vengreso, about the art and science of selling to the prosumer.



Mario talked with us about:
- How people collectively make up the brand
- What a prosumer is and how we buy
- Where the line between art and science lies in sales
- How to communicate that you are interested in others
- What chapters interest Mario in Human-Centered Communication



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.

Here are three quick ways to better assess what people are saying with their faces and emotions (aka facial coding). Pay attention to engagement, the camouflage smile, and the two-sided impact of fear.



The face is the only place in the body where the muscles attach right to the skin. Most of us aren’t aware of what we’re giving away.



In the fifth episode of our Human-Centered Connection expert series, Steve Pac inelli and I interview Dan Hill, PhD, President a t Sensory Logic, about emoti onal intelligence and facial coding.



Dan spoke with us about:
- How to imbue a mission into work for employee retention
- Why contempt and sadness can be dangerous emotions
- What to do to raise our emotional literacy
- How Steve Jobs illustrates the positive and negative sides of anger
- Why emotions stand apart from the rational parts of the brain



Check out these resources we mentioned during the podcast:
- Dan Hill, PhD (LinkedIn) 
- Sensory Logic 
- Grand Performance  
- Episode 75: Emotional Intelligence and The Power of Faces 



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.

Taking a teaching focus means truly listening to and identifying with the customer, and it’s built on a continuous coaching environment. To learn and to teach takes agility, vulnerability, and relatability. Find out how a 3x LinkedIn Top Sales Voice cultivated those traits in himself.

In the fourth episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Morgan J. Ingram, Director of Sales Execution and Evolution at JB Sales Training, about personal communication strategies.

Morgan chatted with us about:

- Why no single role “controls” the customer experience

- What he learned from being open on LinkedIn

- How to become one of the 2-5% of people who take action on what they hear

- Why becoming relatable and vulnerable was one of his best career moves

Check out these resources we mentioned during the podcast:

- MorganJIngram.com

- 1UP Formula

- The Ride of a Lifetime by Robert Iger

- Ralph Barsi on LinkedIn

- Stance Socks

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.