The Customer Experience Podcast

The Customer Experience Podcast

By BombBombBusinessMarketingManagement
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The Customer Experience Podcast episodes

  • 241. 65% Lift in Lead Conversion by Humanizing Outreach at Scale w/ Ethan Beute
    In this episode, Ethan shares the results of a 90-day process that added video messages to a team of sales producers, resulting in a 65% improvement in lead conversion.
    He discusses the challenges of adapting to this change in behavior and how BombBomb, with the help of its customers, co-created a software solution to solve these challenges. The solution included reviewing the team's sequences and cadence, making it easier for an administrator to create video events, and providing a task list of videos to record for each salesperson.Everyone working professionally should have video messages as part of their communication mix to add a human touch and build human connection across the digital divide. If you are interested in how you can use video to take your team’s communications to the next level, reach out to Ethan below.
    More information about Ethan and today’s topics:
    • LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/
    • Email - [email protected]
    • Company Website: https://bombbomb.com/
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

    18 min
  • 240. Bringing the Human Touch to Digital Banking w/ Caitlin Drake
    Experience and Digital Banking at Busey, an organization recently honored as one of America’s Best Banks by Forbes and one of the Best Banks to Work For by American Banker. With 15 years of experience in the financial services sector, Caitlin brings a wealth of knowledge on customer experience and digital transformation.
    This conversation centers around:

    • Why customer experience is not a “nice to have” and how to break that misconception at the C-suite level
    • How a 150 year-old Brand Promise still guides Busey today
    • How Busey’s team is humanizing digital banking
    • How a perceived cost center became a meaningful and award-winning care center
    • What the status-quo of the banking industry is today
    • What Caitlin’s motivation was behind becoming a Certified Customer Experience Professional (CCXP)

    More information about Caitlin and today’s topics:
    • LinkedIn Profile: https://www.linkedin.com/in/caitlin-drake-ccxp-b6551310/
    • Company Website: https://www.busey.com/

    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
    54 min
  • 239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berry
    In this episode, we delve into the meaning and importance of customer experience, and how it fits into the larger picture of sales strategy. We also discuss the unique approach of selling a person rather than a product, and the role of trust and confidence in building successful business partnerships.
    We explore the world of customer experience with Shannan Berry, Vice President of CX and Sales Strategy at TitleOne. Shannan has been with the company for nearly a decade and in this role for just under a year, and brings a wealth of knowledge and experience to the table.
    Shannan shares her insights on:

    • How the company culture at TitleOne serves as a strategic anchor for the business
    • How can you practically and operationally make employees happy?
    • Why solution-oriented thinking is so effective at building better customer experiences
    • How thinking like your customer results in exceptional customer experiences
    • What the benefits of having an incredible customer experience in your sales strategy are

    More information about Shannan and today’s topics:
    • LinkedIn Profile: https://www.linkedin.com/in/shannan-berry-09148326/
    • Company Website: https://www.titleonecorp.com/

    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
    58 min
  • 238. Start With “What” to Create Clarity w/ Ann Latham
    The power of clarity represents your greatest untapped opportunity for achieving greater results with increased confidence and commitment — this is the message of today’s guest in her book, The Power of Clarity. She’s also the author of Uncommon Meetings, The Disconnect Principle, and The Clarity Papers.
    This episode features Ann Latham, President of Uncommon Clarity. She’s on a mission to fight the disclarity that erodes our productivity and performance and that of our team members. As President of Uncommon Clarity, she’s helped clients in more than 40 industries from large corporations like Boeing and Medtronic to nonprofits like PBS and the United Way.
    In this episode, Ann and Ethan discuss:

    • Why the emotional component of customer experience is so important
    • How clarity factors into a positive or negative customer experience
    • What is a specific definition of clarity and dis-clarity?
    • How cognitive load specific movements can help boost productivity
    • How specificity, process, focus and clarity work together

    More information about Ann and today’s topics:
    • LinkedIn Profile: https://www.linkedin.com/in/annlathamuncommonclarity/
    • Company Website: https://www.uncommonclarity.com/
    • Relevant Links:
      • Check out Ann’s Books here: https://www.amazon.com/stores/Ann-Latham/author/B004VSGMT0?ref=ap_rdr&store_ref=ap_rdr&isDramIntegrated=true&shoppingPortalEnabled=true
      • https://disconnectprinciple.com/
      • https://annlatham.com/

    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
    54 min
  • 237. How to Turn Your Customers Into Lifelong Advocates w/ Brittany Hodak
    Creating superfan customers should be a top priority for every businessperson and every brand today … but superfans can’t be bought - they can only be created. And they’re created at the intersection of your story - and every customer’s story.
    These are some of the key themes in a highly recommended new read,Creating Superfans: How to Turn Your Customers Into Lifelong Advocates. Today’s guest is the author of this book and she was a guest on this show on Episode 120We’re releasing this episode on her book’s publication date! Jan 10, 2023
    This episode covers:

    • Why you need a Chief Customer Officer or Chief Experience Officer
    • Where does brand overlap with customer experience?
    • What becomes relevant when price is irrelevant?
    • What Drives the Experience Economy?
    • How to break down the S.U.P.E.R Acronym

    More information about Brittany and today’s topics:
    • LinkedIn Profile: https://www.linkedin.com/in/brittanyhodak/
    • Company Website: https://brittanyhodak.com/
    • Get Brittany’s Book Here: https://www.amazon.com/Creating-Superfans-Five-Step-Multiplying-Reputation/dp/1774580780/ref=tmm_hrd_swatch_0?_encoding=UTF8&qid=1671576078&sr=8-1

    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
    54 min
  • 236. The EX Takes Mixtape: 12 Employee Experience Insights
    To celebrate 200 episodes of the podcast, we created the EX Takes Mixtape - 12 top employee experience moments from episodes 101-199.
    Hear EX-themed highlights with these guests of The Customer Experience Podcast:
    1. Stacy Sherman, VP of Agent and Customer Experience at Liveops
    2. Brittany Hodak, Keynote Speaker, Author, and Superfan Strategist
    3. Elizabeth Dixon, Speaker on Strategy, Innovation, and CX; Principal Lead of Strategy, Hospitality, & Service Design at Chick-fil-A
    4. Mark Schaefer, Speaker and Author of Marketing Rebellion
    5. Sue Woodard, Speaker and Mortgage and FinTech Evangelist
    6. Shep Hyken, Customer Service and Customer Experience Expert
    7. Lisa Earle McLeod, Speaker and Author of Selling with Noble Purpose
    8. Andrea Morter, VP of Sales Ops at Get Beyond
    9. John Belizaire, CEO at Soluna Computing; Founder and Managing Editor at CEO Playbook
    10. Kristie Ornelas, VP of Customer Experience Marketing and Communications at Cisco
    11. Ernest Owusu, Senior Director of Sales Development at 6sense
    12. Jacco van der Kooij, Founder at Winning by Design

    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
    40 min
  • 235. The Epic Takes Mixtape: 10 Human-Centered Insights
    To celebrate the first 100 episodes of the podcast, I created the Epic Takes Mixtape - 10 human-centered and human-first moments.
    I watched every video clip from the first 99 episodes and selected 10 that I thought were transcendent. They reach beyond the day-to-day and speak to our humanity, our goals, and our dreams.
    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, here today to share 10 amazing clips about being a better human.
    In this episode, you’ll hear from these 10 guests:
    • Joey Coleman, author of Never Lose a Customer Again
    • David Cancel, founder and CEO of Drift
    • Levi Ayriss, VP of Northwest Field Operations at Dutch Bros Coffee
    • Paula Hayes, founder, President, and CEO of Hue Noir Cosmetics
    • Mat Sweezey, Director of Market Strategy at Salesforce
    • Gil Cohen, Founder of Employee Experience Design
    • Rachel Ostrander, Director of Runner Experience at Brooks Running
    • Sangram Vajre, cofounder and Chief Evangelist at Terminus
    • Darin Dawson, cofounder and President at BombBomb
    • Todd Hockenberry, sales consultant, advisor, and coach at Top Line Results and coauthor of Inbound Organization

    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.
    34 min
  • 234. Building Your Brand Through Trust Signals w/ Scott Baradell
    “What PR clients are really seeking is credibility. They are seeking authority. They are seeking third-party validation. Ultimately, they are seeking one thing above all else: Trust. Brands need to be trusted in the marketplace, or they won’t be able to grow.”
    That quote comes from the intro of a new book titled TRUST Signals: Brand Building in a Post-Truth World
    The author of that book and our guest today is Scott Baradell, CEO of Idea Grove, a public relations and marketing firm focused on B2B technology that’s landed on the Inc 5000 list of America’s fastest growing private companies three times and was named one of Inc’s Best Workplaces the past two years in a row.
    In this conversation, Scott shares his insights on:
    • What is post-truth?
    • What is the relationship between buyer persona personas and trust profiles?
    • How to build brand trust in today’s business environment
    • What is a trust profile and why is it relevant?
    • Why you need to tie your brand story into a single narrative?

    More information about Scott and today’s topics:
    • LinkedIn Profile: https://www.linkedin.com/in/baradell/
    • Company Website: https://www.ideagrove.com/
    • Other Relevant Links:
      • Check Out Scott’s Book Here: https://www.amazon.com/Trust-Signals-Brand-Building-Post-Truth/dp/1544527829
      • https://www.trustsignals.com/


    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
    53 min
  • 233. Uncovering GTM Insights from Your Employees, Not Just Your Customers w/ Chris Wallace
    In search of business intelligence and GTM insights, we look to our customers and to our customer data. But today’s guest shares with us a critical and untapped resource: our frontline team members. Learn how to better understand customer value by engaging your employees on the topic.
    Our guest is Chris Wallace, the Co-founder and President of Innerview Group, an internal brand consultancy that helps their clients win from within. This conversation covers:
    The How/When/Why of surveying your frontline people about customer value
    Why you must develop a process to discover value in your own business
    How different types of customers get different value from the same offer
    What the give and take process is from the top to the bottom
    How to close the loop and unlock the passion of your team
    More information about Chris and today’s topics:
    LinkedIn Profile: https://www.linkedin.com/in/christopherewallace/
    Company Website: https://innerviewgroup.com/
    Other Relevant Links:
    https://innerviewgroup.com/infront/
    E-book - https://innerviewgroup.com/wp-content/uploads/2022/11/FrontlineInsights-eBook.pdf
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
    51 min
  • 232. First Findings from The National Survey on Brand and Trust w/ Kurt Bartolich and Cory Scheer
    This episode centers around brand and trust with trust expert Kurt Bartolich, Founder of BrandCertain and trust expert Cory Scheer, Founder of Trust Centric Consulting.
    Kurt and Cory teamed up on a national research project exploring trust and relationships between employees and their leadership and companies. The research also included data on trust between customers and brands.
    They joined Ethan to share an overview of their early findings. Tune in to learn more about:
    Why is trust so important to customer experience?
    What is one of the best and easiest ways to build trust inside your organization?
    What are three brand truths that are backed up in the research data?
    How does brand forgiveness take place?
    Why is consistency an important bedrock for loyalty?
    More information about Kurt and Cory Below:
    LinkedIn Profiles:
    Kurt: https://www.linkedin.com/in/kurt-bartolich-763b23b/
    Cory: https://www.linkedin.com/in/coryscheer/
    Check out the National Survey on Brand and Trust Here: https://drive.google.com/file/d/1zinWK_kxt4k_mia_wl4LnBTSnpFoxuYY/view
    Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
    55 min

About The Customer Experience Podcast

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Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment,…