Winning Digital Customers

Join Howard for a discussion about the four different categories of employees, including Gatekeepers, Insight Owners, Builders and Operators.

He'll walk through who fits into each category why all of them are vital to a successful digital transformation — the key is to know how and when to bring them in!

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

http://www.twitter.com/tiersky

http://www.linkedin.com/in/tiersky

http://www.facebook.com/h.tiersky

In this episode, Howard is joined by New York Times Bestselling Author and Certified Tequila Sommelier, Jay Baer. Jay sits down to talk about what brands like Chewy are doing right, the crucial alignment that's needed between marketing and customer experience teams, and why convenience is the new location.

Tune in to hear why marketers need to focus their strategy on retention rather than increasing acquisitions.

To learn more about Jay, visit:

https://www.jaybaer.com/

https://www.jaybaer.com/blog-and-podcasts/

https://www.jaybaer.com/the-baer-facts-newsletter/

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

http://www.twitter.com/tiersky

http://www.linkedin.com/in/tiersky

http://www.facebook.com/h.tiersky

In this week's episode, Chief Customer Officer at Mailchimp, Carine Roman, joins Howard to talk about what being "customer-centric" means to her, how large companies can create customer intimacy at scale and the differences between product versus service-led growth.

Tune in to hear the secrets behind how Mailchimp keeps its finger on the pulse of its customers and ways to successfully leverage customer insights into actionable strategies for the entire company.

To learn more about Carine, visit:

https://www.linkedin.com/in/carineroman

https://mailchimp.com/

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

http://www.twitter.com/tiersky

http://www.linkedin.com/in/tiersky

http://www.facebook.com/h.tiersky

In today's episode, Howard sits down to talk about ways to combat some of the perceived downsides of creating a great customer experience. Howard refutes common worries digital transformation cynics may be pointing out. He addresses concerns regarding higher chances for fraud, making returns too easy for customers, and why digital channels having lower conversion rates than traditional retail channels may not be so bad after all.

Tune in to hear why the benefits for improving digital customer experiences far outweigh the "bad."

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

http://www.twitter.com/tiersky

http://www.linkedin.com/in/tiersky

http://www.facebook.com/h.tiersky

In this week's episode, one of the top 25 global thought leaders of 2021 and award-winning certified customer experience keynote speaker, Stacy Sherman, joins Howard to discuss what companies may be getting wrong about customer experience, closing the feedback loop, and building trust through testing, analyzing, adjusting and repeating pilot programs.

Tune in to hear why Stacy considers the customer experience team the "glue" and strategies to improve customer experience in 2022.

To learn more about Stacy, visit:

https://doingcxright.com/

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

http://www.twitter.com/tiersky

http://www.linkedin.com/in/tiersky

http://www.facebook.com/h.tiersky

In today's episode, Chief Digital Officer at Customers Bank, Dan Armstrong, sits down to talk about his experience launching digital products and channels in 43 countries throughout Africa, Asia, Europe, North America, and South America.

Tune in to hear Dan discuss commonalities he's discovered between some of the banking challenges customers are facing around the world, how he applies the lessons he's learned from his time abroad to his current work in the US market, and gives insight into increasing instant payment capabilities for their consumers using cryptocurrency.

To learn more about Dan, visit:

https://www.linkedin.com/in/danarmstrong/

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

http://www.twitter.com/tiersky

http://www.linkedin.com/in/tiersky

http://www.facebook.com/h.tiersky

We're ringing in the New Year with an episode dedicated to unlocking new perspectives. Have you ever wondered why we refer to ending a phone call as "hanging up" the phone? Or why we say "rolling up" the car windows when we're closing them?

Today's most successful companies are giving their customers the best possible experiences by thinking outside of the box and disrupting the way we normally operate. Uber brought a fresh perspective to taxis. Amazon, a fresh perspective to retail.

In this episode, Howard challenges you take a look at the "everyday things" and processes that many of us have grown accustomed to, and talks about the risks of accepting things at face value — especially when it comes to your customer experience.

Walk away from today's episode looking at the world through a fresh set of eyes.

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

http://www.twitter.com/tiersky

http://www.linkedin.com/in/tiersky

http://www.facebook.com/h.tiersky

We're rounding out the year with one of 2021's Top Influential Leaders in Hospitality and the creator of The Five Star Review System, Adele Gutman. Adele sits down to talk about empowering her teams, inspiring great reviews, and the value behind both positive and negative customer feedback.

Tune in to hear the secrets behind delivering great experiences for guests at every touchpoint.

To learn more about Adele, visit:

http://www.adelegutman.com

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

http://www.twitter.com/tiersky

http://www.linkedin.com/in/tiersky

http://www.facebook.com/h.tiersky

In this week's episode, Howard is joined by the SVP, Marketing and Communications at Navy Federal Credit Union, Pam Piligian, as she reveals the secrets behind being the six-time recipient of Forrester’s CX Index Best in Class Ranking.

As an avid runner who has completed more than 45 marathons, Pam discusses tackling the longest race of her professional life: the marathon that is the customer experience journey. She also discusses the three pillars that guide her team in delivering great customer experiences: Know Me, Show Me What's Next and Do It for Me.

Tune in to hear what it means to listen loudly and amplify the good through journey mapping.

To learn more about Pam, visit:

Pam's Twitter

Pam's LinkedIn

Navy Federal Credit Union's Twitter

Navy Federal Credit Union's Website

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

http://www.twitter.com/tiersky

http://www.linkedin.com/in/tiersky

http://www.facebook.com/h.tiersky

As 2021 comes to a close, Howard examines key strategies that you can use to guide your teams to work more effectively together, and four areas that those strategies fall under: Goals, Vocabulary, Information and Humanity.

He'll discuss the things he's learned from his experience and talking with experts, why vocabulary is so important, and why conflict is actually a good thing for your team.

Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by the people who led them. The podcast covers a range of topics including digital transformation, enterprise strategy and innovation, customer research, design thinking, agile practices, journey mapping, and other related ideas.

The podcast is based on Howard Tiersky's Wall Street Journal bestselling book, Winning Digital Customers: The Antidote to Irrelevance. Tiersky lays out a simple but detailed five-step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.

http://www.twitter.com/tiersky

http://www.linkedin.com/in/tiersky

http://www.facebook.com/h.tiersky