The Customer Experience Podcast

You only think you’ve built a great relationship with a client. But...you didn’t check up on how their goals are evolving. Churn, churn, churn. I got to talk to Luke Owen, Director of Customer Experience at Formstack, about what it means to have the words “customer experience” in his job title. “For me, customer experience is the heart and soul of an organization that supersedes that relationship with the client,” Luke said.

Marketing is a human driven mission, not a money-making endeavor. When you start by treating customers like humans, you will get better results not only for your company, but more importantly, for your customers as well.  Kristy Krueger is the lead marketer for Revel, a healthcare technology company that helps people to take better care of themselves using technology. She sits down with me to share what she’s learned about customer experience dealing with customers who rely on her company’s mission to help them through their most difficult struggles.  Here are Kristy’s three marketing truths that can make you a better marketer today! Truth # 1: Live and breathe your brand promise. Truth 2: Treat Your customers like humans. Truth 3: Everyone in the company creates the customer experience.

No one can tell the future. And if anyone claims they can, walk away… slowly. Yet, there are ways to anticipate some of the biggest turns your business will encounter. Brand builder, digital transformer, venture investor, and startup advisor, Dave Knox, opens up about three major mistakes he sees startup marketers make. As an independent strategic advisor and host of the Predicting the Turn podcast, Dave has seen the entire gamut of startup mistakes, big business blunders, and enterprise slip-ups. He has turned all of his experiences into a career of helping businesses anticipate market changes. In this episode, we cover the struggles Fortune 500s are experiencing, holistic customer experience, and more.

Most companies forget that an actual person is on the other end of their marketing campaigns. Brett’s experience working with companies all around the globe to help them improve their marketing reminds listeners that every touchpoint is going to reach a human at some point. The better equipped you are to ask smart questions, the more effective your customer’s journey will be, and the more sales you will make.  As a customer acquisition expert and the VP of Marketing for SiteTracker, Brett shares his secrets to making customers want to engage with your company through asking the right questions, and personalizing the marketing process. He reflects on his experiences working with major clients around the globe and informs listeners on how they can be more effective marketers.

Today’s guest is Jaime Casap, Chief Education Evangelist at Google.  Jaime helped launch G-Suite and other applications in schools, and he sincerely believes that education can disrupt poverty and transform lives. In this episode, Jaime talks about what Google’s doing that didn’t seem possible five years ago, why he thinks the customer is always wrong, why “What do you want to be when you grow up?” is the wrong question, and how companies should prepare for the arrival of Generation Z.

If you’re a follower of The Customer Experience Podcast, you may have started to notice a handful of common themes surfacing. Themes - of course - that have to do with providing great customer experience. Plus, themes that also transcend the business world. Host Ethan Beute expounds on the 4 major themes we’ve uncovered on The CX Podcast. This episode covers brand experience, the relationship between humans and tech, and more. https://www.linkedin.com/in/ethanbeute/

Everyone has an experience of your company. Are you in control of it? While the cost of keeping customer attention continues to rise, many marketers are still relying on industry trends and best practices to maintain engagement. What if your brand could be the one to set the trend? We dove into this idea with Jay Acunzo, founder of Marketing Showrunners, to better understand how to drive audience attention through valuable experiences. You might be surprised at what we uncover in this episode of The Customer Experience Podcast.

Brian Gilman has decades of experience in product/service marketing. Right now, he’s the VP of Marketing at Vonage. He was kind enough to come on the show to talk about how friction is killing companies, as well as how products and competitive intelligence relate to the customer experience.

Marc Rodan was unhappy with his life in the Netherlands. And he didn't think it was possible to be happy there. He thought he'd have to create the life he wanted somewhere else.  But one day he realized that, maybe he didn’t need a change of scenery. Maybe he just needed to change his mindset. He realized that he needed to be willing to experiment and to fail. To just start doing things that would change his situation. This mindset has a lot of benefits to offer us as individuals. But it can also provide some great wins for companies — and their customers, too.  Marc joined us on the latest episode of The Customer Experience podcast to talk about cultivating a growth mindset and the benefits it offers to your customers. Marc is Co-Founder of Ninjafy, a company that's all about human centric leadership.

Paula Hayes is on a mission to change the face of beauty by putting multicultural women at the center of the modern beauty movement. She’s in an industry that’s about making people feel good about themselves. But she’s tackling a part of the market that has often been scorched and scorn by that industry. In this episode Paula who is President and CEO of Hue Noir Cosmetics, shares how brand ambassadors help to extend the company’s reach and also tells the story of why she pulled her products from Target shelves.