The Customer Experience Podcast

Evolving from outbound telemarketer to EVP of Sales and business coach, integrating tools and tech stacks through a merger of two companies, tracing every relationship back to one relationship are a few places we’ll go today with the Executive Vice President of OVM Financial, now powered by Annie Mac Home Mortgage
For multiple years in a row, OVM has earned a spot on the Inc 5000 list of the fastest-growing private companies in America.
And for several years straight, our guest Matt Beckwith has been recognized as one of the Top Mortgage Loan Originators in the country by Scotsman Guide - one of if not the most authoritative voices in the space. He’s also the host of the “Winning with Beckwith Podcast.” In this conversation we cover:
How to communicate effectively during times of change
Why humility is key in effective communication
How one relationship can be the key to unlocking incredible opportunities
What you can do to find the right team of people around you
What Matt’s Plan is with Season 2 of his podcast: “Winning With Beckwith”


More information about Matt and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/mattbeckwithlending/
Company Website: https://www.ovmfinancial.com/
Other Relevant Links: Matt’s Podcast: https://podcasts.apple.com/us/podcast/winning-with-beckwith/id1586835356


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“Certain words are used in business so thoughtlessly that they have become devoid of meaning: Authentic. Real. Transparent. And there is no one I trust more to rescue them than Todd Caponi.”
Those words are from Ethan Zoubek, CRO at Atari. And he shared these words about a fantastic book titled “The Transparent Sales Leader: How the Power of Sincerity, Science, and Structure Can Transform Your Sales Team’s Results”
It’s the second book by today’s guest - Todd Caponi. We talked about his first book, The Transparency Sale, here on the podcast back on Episode 90: “Why Transparency Sells Better Than Perfection”
Todd is an author - as well as an advisor, speaker, workshop leader, and sales historian - who built his career in sales leadership roles at companies like SAP, Exact Target, and Power Reviews.
Todd’s back on the show to talk about:
When the science of sales began to emerge
Why successful sales leadership is like the ultimate team sport
How the power of sincerity, science, and structure can transform your sales team’s results
How digital pollution and noise impact today’s sales cycle
Where in the sales process can you set consistent and transparent expectations 


More information about Todd and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/toddcaponi/
Company Website: https://toddcaponi.com/
Todd’s Website: https://www.toddcaponi.com/
Check out Todd’s books below:The Transparency Sale:https://www.amazon.com/gp/product/B07KFPQD76/ref=dbs_a_def_rwt_bibl_vppi_i0

The Transparent Sales Leaderhttps://www.amazon.com/gp/product/B0B23DZHFR/ref=dbs_a_def_rwt_bibl_vppi_i1 




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CX isn’t just a feel-good function - even if feelings are its foundation. We invest in customer experience to improve business outcomes. This includes lowering the cost of acquisition, improving activation and engagement, increasing retention and expansion and more.
In short: we invest in CX to grow revenue.
This episode's guest is Vaishali Dialani, Customer Experience Analyst at Konabos Consulting. She is a Customer Experience Analyst that helps increase said revenue by working at the intersection of CX professional and business analyst. The takes a cross functional approach to CX because it applies to multiple teams in her company and avoids viewing CX as a standalone function.
This episode covers:
How should you install a CX function if there isn’t already one in place?
What is an effective way to collect qualitative customer feedback?
How do we mix human emotions into the data mix?
What are a few themes or trends in customer experience right now?
What are some companies that are effectively utilizing customer personalization? 


More information about Vaishali and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/vaishalidialani/
Company Website: https://www.linkedin.com/company/konabos/ 


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

Two currencies drive the economy - our dollars and our emotions. What we feel always drives our behavior. That’s because more than 95% of our mental activity is sensory and emotive - NOT rational
So we must put a renewed focus on Emotional Intelligence in a business framework. Not only is it important to brush up on the basics but be willing to delve deeper into and work on your EQ.
This episode features Ethan’s conversation with Dan Hill, President at Sensory Logic. Dan is featured in Chapter 4 of our Wall Street Journal bestseller Human-Centered Communication. He’s also the podcast host of Dan Hill’s EQ Spotlight and the author of ten books including Emotionomics and its new, updated version Emotionomics 2.0: The Emotional Dynamics Underlying Key Business Goals
On this, his third appearance of the CX Podcast, he talks about:
How common is a depth of expertise in facial coding in areas such as politics, business, sports, etc?
What is a functional definition of Emotional Intelligence?
Why is Emotional Intelligence so Important?
What are some best practices for folks that are engaging people in a sensory and emotional manner in digital experiences?
What are some of the cultural contextual changes that have happened since his book: Emotionomics?   


More information about Dan and today’s topics:
LinkedIn Profile:https://www.linkedin.com/in/dan-hill-emotionswizard/
Company Website: https://www.sensorylogic.com/
Other Relevant Links:   


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

“While the customer’s preference for the status quo is, no doubt, a significant obstacle
that every salesperson must overcome if they wish to sell anything,
there is a second, more challenging obstacle that remains even after the status quo has been defeated: the customer’s own inability to make a decision.”
That quote is pulled from the introduction to The JOLT Effect: How High Performers Overcome Customer Indecision (linked below). It's an exceptional new book co-authored by today’s guest, Matt Dixon - Founding Partner at DCM Insights.
This episode covers:
Where does customer indecision come from?
What are the causes, consequences and outcomes of customer indecision?
Why it’s important to focus in on customer needs
What is the Jolt Effect?      


More information about Matt and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/matthewxdixon/
Company Website: https://www.dcminsights.com/
Other Relevant Links: The Jolt Effect Amazon Link – https://www.amazon.com/JOLT-Effect-Performers-Overcome-Indecision-ebook/dp/B09NX3G2WX  


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

According to a recent McKinsey & Company report, 71% of consumers expect personalization and 76% get frustrated when they don’t find it.
Like it or not, personalization is a norm and it’s here to stay.
So it’s key that marketers learn how to make that personalization meaningful,
In this solo episode, Ethan walks through a real A/B test which added personalization yielded lower touchpoints to a prospective customer, doubled overall response rate and increased lead conversion. He also covers:
What are some specific personalization tactics customers expect?
Why every B2B buyer is also a B2C buyer
Why the word personalized and personal feel so different
How personalized video messaging can provide better context to a situation by targeting more sensory and emotive opportunities
What are the three characteristics of moments that are improved with a video message compared to traditional digital communication?    


More information about Melissa Gratias and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/
Company Website: https://bombbomb.com/
Other Relevant Links: https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying
Jamming with Janny: https://www.youtube.com/playlist?list=PLfFiN5kcgGUHZMpzPsIs2ZE2BAq9xARbe
Dear {first_name}: https://bombbomb.com/dear-first-name-film/
Human-Centered Communication: https://bombbomb.com/book/human-centered  


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

“Customers don’t care about organizational structures or silos. They care about the value they’re receiving. To customers, it’s all one service and one experience.”

That quote comes from a recent whitepaper about improving CX and EX written by today’s guest.
 
Justin Zalewski spent a decade with Studio Science, a design and innovation agency that helps businesses design for people and that helps deliver better experiences - every day for every customer.
 
He currently serves as Director of Product Design and Strategy, leading a team of designers and developers focused on product design, UX design, and software development for clients ranging from market-leading technology companies to Fortune 500 brands.

In this episode, we talk about: 
How should someone be thinking about whether customer experience is best in their organization?
What are the core concepts of human-centered design? 
How should you balance quantitative and qualitative data coming in from your customers?
How can research and discovery phases save you 10x down the line?
Why do we typically approach EX and CX as separate things? 
What is a Service Blueprint and how does it support a Journey Map? 



More information about Justin and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/justinzalewski/  
Company Website: https://studioscience.com/  
Other Relevant Links: Delivering Better Services by Aligning CX and EX (Whitepaper) - https://studioscience.com/wp-content/uploads/2022/04/2022_Service-Design-Whitepaper.pdf  
Justin’s Calendly - https://calendly.com/studioscience/  




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

Did you know that in most cases, the top 20% of a company’s customers tend to deliver the vast majority of their revenue?
In Today’s episode, Ethan speaks with Ali Cudby Co-Founder & CEO at CXology and Alignmint Growth Strategies. Ali is the author of multiple books including: Keep Your Customers: How to Stop Customer Turnover, Improve Retention and Get Lucrative, Long-Term Loyalty
This episode covers:
How to Identify and Keep Your Most Lucrative and Loyal Customers
What the key differences are between Lucrative loyals, Limited Loyals and Lazy Loyals
How Customer Success defines a function and Customer Experience defines an ethos
When you must differentiate between Customer Success and Customer Experience
What is the “Bullseye Message?"  


More information about Ali Cudby and today’s topics:
LinkedIn Profile:https://www.linkedin.com/in/alicudby/
Company Website: https://www.cxology.co and https://alignmintforgrowth.com
Other Relevant Links: https://www.amazon.com/gp/product/B0839G6VKQ/ref=dbs_a_def_rwt_bibl_vppi_i0  


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

An Executive Vice President of Sales, the owner of an apartment syndication business, the owner of co-working spaces, the CEO at an insurance company, a business and sales production coach, a top 1% mortgage originator, and a firefighter … literally. 
 
Today’s guest has been all of these things and more. And most of them right now - all at the same time. 
Hear our conversation with Shane Kidwell, Executive Vice President of Sales at Victorian Finance:  
Why we need to fall in love with being excellent at our jobs
How to set effective expectations with your clients 
What the main differences are between assumptions and agreements
Where Shane’s strengths lie in all of his businesses
How the mortgage business has evolved since its implosion in 2008  


More information about Shane Kidwell and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/shanerkidwell/  
Company Website: https:// kidwellteam.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.

An effective story can be a creative way to communicate your brand’s identity and company’s purpose. If you think you aren’t a storyteller, it may be time to change that narrative (pun intended).  
Hear our conversation with Anna Marie Pryor, Director of Marketing at Alameda Mortgage Corporation. We discuss:  
How she defines customer experience 
Who her ideal customer is and what problems she solves for them
How her agency experience helped with her current role 
Why adopting a practical approach to storytelling can help brands 
What are Milestone-Based-Marketing Goals   


More information about Anna and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/annampryor  
Company Website: https://www.alamedamortgage.com/  
Other Relevant Links: Leadership Team  


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