Social Media Customer Care: Conversations That Drive CX ROI — with Brooke B. Sellas

Guest: Brooke B. Sellas — Founder & CEO of B Squared Media, author of Conversations That Connect, LinkedIn Learning instructor, adjunct lecturer, keynote speaker, and host of the Social Media CX Podcast.

Episode Summary

In this episode, Gary sits down with Brooke B. Sellas to discuss how conversation-led social media customer care drives real CX outcomes—retention, loyalty, and revenue.

Brooke explains why most brands are stuck in “content factory mode,” how to shift toward talk-worthy content that evokes emotion, and how social conversations can uncover frustration, intent, and purchase signals long before customers enter a sales funnel.

You’ll learn why silence is the true churn indicator, what brands get wrong about AI and automation, and how B Squared Media uses social listening, tagging, labeling, and promo codes to attribute real dollars to social customer care.

💬 What We Cover

• Why content is the vehicle but emotion is the destination
• Conversation-led social care vs. reactive contact center support
• How enterprise brands use social listening to catch “in the wild” buying signals
• Tagging & labeling: gain/retain, sentiment, product issues, and intent
• How promo codes tie sales directly to social care
• Why silence—not complaints—is the biggest churn risk
• Where AI actually helps (sorting, tagging, FAQs) vs. where it hurts (EQ moments)
• Why personality in B2B is a differentiator, not unprofessional
• The metrics that matter most: response time, response rate, and conversation volume

📈 Three Practical Takeaways

1. Start tagging all conversations as acquisition (gain) or retention (retain).
2. Shift content strategy from posting to sparking emotional, talk-worthy reactions.
3. Use AI for IQ tasks (sorting, workflows) but keep humans front and center for real connection.

CHAPTERS:

00:50 Intro

03:12 Conversations > Content

04:30 Feeding The Content Monster

05:55 Content is the Vehicle, Emotion is the Destination

07:42 Being Heard

10:36 What B-Squared Media Actually Does

11:54. Why Contact Centers Struggle with Social

14:48 Social Listening in the Wild

17:03 Tools: Tagging, Labeling & Intent Signals

20:58 The "ROI Question"

24:07 Fixing KPIs & Conversation Metrics

28:52 How AI Fits into Social Media Customer Care

32:26 Automation Fails & Hype Cycles

38:48 Main Segment Closer: How to be more Conversational

39:43 Does It Hold Water?

43:42 Chip Shots

🔗 Connect with Brooke

• LinkedIn: https://www.linkedin.com/in/brookebsellas/
• B Squared Media: https://bsquared.media
• Book: Conversations That Connect
• Social Media CX Podcast: https://podcasts.apple.com/us/podcast/social-media-cx-podcast

🏷️ Tags

Social Customer Care, Social Media ROI, CX Strategy, Customer Experience, Social Listening, Tagging & Labeling, AI in CX, Emotional Marketing, B2B Voice, Brooke Sellas, PodMatch

🎙️ Your Customer, Your Success — Episode 32Pulling CX Off the Rocks: Fixes, Fundies, and the Future

Guest: JP Dumas, CX & Retention Strategist, Founder of CX & Growth Strategies LLC, and Partner at CX on the Rocks

Most companies don’t lose customers in one big splash...they lose them in many small, inconsistent ones. In this episode of Your Customer, Your Success, Gary Marra sits down with JP Dumas to talk about what’s really broken in customer experience and how to fix it without turning your business upside down.

From AI hype vs. human truth to retention as a day-one discipline, this is a straight-up, practical conversation about making CX a real economic engine for your business and your success!

🧩 In This Episode

• Why CX isn’t just support—it’s your brand’s reputation when you’re not in the room.
• The true role of the contact center as the front porch and dashboard of your company.
• How pragmatic AI can help—but not replace—the human connection.
• Why retention starts on day one, not at renewal.
• What happens when you chase metrics instead of meaning (hello, NPS addiction).
• How employee enthusiasm sets the ceiling for customer experience.
• Why “fine” customers are more dangerous than the haters.
• What happens when companies actually make it right—and how that drives loyalty.
• The power of culture, pride, and authenticity in the customer journey.
• The future of CX: predictive analytics, sentiment, and simplicity that serves people first.

🧠 JP’s 10 Fixes for Pulling CX Off the Rocks

1. Defining CX correctly
2. Valuing the Contact Center
3. Balancing AI and Humanity
4. Retention as a Continuous Process
5. From Vanity Metrics to Business Outcomes
6. EX Before CX
7. Handoffs and Context
8. Survey Overreliance
9. Owning Issues (and Using Them Well)
10. Culture as Brand
11. BONUS: It's Gotta Be The Shoes

🎧 Episode Chapters

01:06 – 🎬 Intro: Welcome to Your Customer, Your Success with JP Dumas

02:18 – 💡 Why does CX matter?

03:47 – ☎️ Why do contact centers still matter in the age of AI?

09:47 – 💰 Viewing CX as an economic engine, not a soft skill

11:51 – 🔁 What retention really means

14:15 – 👥 Why is the employee experience so critical to customer experience?

18:44 – 🧭 What distinguishes a CX-minded company from one that’s just customer- friendly?

20:17 Metrics Myopia, Virtuos Flywheel

21:34 – 🧠 What are you and the CX on the Rocks collective doing to help fix these issues?

33:54 - Do They Really Get CX?

34:23 – ⚖️ Segment: Does It Hold Water?

38:16 – 👟 Segment: Chip Shots

👟 Chip Shots

Book: Failing Forward by John C. Maxwell

Leader to Shadow: Nike CEO Elliot Hill — “Sometimes your manager gives you the title, but the people give you the leadership.”

Sneaker Rotation: 

• Air Jordan 1 “Chicago”
• Air Jordan 3 “Black Cement”
• Air Jordan 3 “White Cement” 
• Air Jordan 4 “Bred/Black Cement” 
• Air Jordan 11 

Presentation-day / suit picks:

• Air Jordan 11 “72–10”
• Air Jordan 11 “Bred”
• Air Jordan 11 “Jubilee”
• Air Jordan 11 “Cap and Gown”

JP’s CONTACT INFORMATION:

  

EMAIL: [email protected]                       

WEBSITE: www.cxgrowthstrategies.com      

LINKEDIN: www.linkedin.com/in/jpdumas1  

SOCIAL MEDIA: https://www.instagram.com/j.p.dumas?igsh=MTJ3NmJpMDd3dW5wdg%3D%3D&utm_source=qr

🔗 Connect with Gary Marra:

·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/

·       Marra CX Hub:           https://marracxhub.com/

·       YouTube:                    YCYS YouTube Page

📣 🎧 Please Listen & Subscribe

💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!

👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.

Want to be a guest on Your Customer, Your Success? 

Send Gary Marra a message on PodMatch here: 

https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

#CX #CustomerExperience #CustomerSuccess #ContactCenter #EX #Leadership #AI #ArtificialIntelligence #EmployeeExperience

🎙️ Episode 31: The Human Side of AI in Customer Success | Efficiency, Adoption & the Human Touch

Guest: Alon Ahronberg, Vice President of Customer Success at Atera

In this episode, Gary Marra talks with Alon Ahronberg about how he is applying artificial intelligence to help reshape Customer Success at Atera. Alon explains why his team treats AI not as a cost-cutting tool but as a way to create time for deeper client work. He outlines a six-pillar framework for applying AI across efficiency, data, adoption, and personalization, and describes the operational and security challenges of building what he calls the “CSM cockpit.”

The discussion covers practical ways to measure efficiency gains, avoid automating for its own sake, and use AI to strengthen, not replace, human judgment. They also examine health-score complexity, the balance between automation and empathy, and how to define clear goals before implementing AI projects.

Takeaways

• AI should not be implemented without a clear vision.
• Customer success teams must focus on efficiency and strategic planning.
• Improvisation is a key skill for customer success managers.
• AI can free up time for CSMs to focus on client relationships.
• Measuring customer relationships is crucial for success.

🎧 Episode Chapters – The Human Side of AI in Customer Success

00:00 Introduction

10:59 Building a Customer Success Team That Works

15:21 What Does a Clear AI Vision Look Like for CS Leaders?

18:16 How AI Is Changing the CSM Role

21:55 The Six-Pillar Framework for AI in Customer Success

30:06 The CSM Cockpit Challenge

32:22 Measuring Efficiency and Time Savings

35:06 The Health Score Debate

39:07 Balancing Short-Term Wins and Long-Term Strategy

41:01 Measuring AI’s Impact on Customer Relationships

42:33 Advice for CS Leaders Starting Their AI Journey

43:56 Does It Hold Water?

46:23 Chip Shots

51:52 Wrap-Up

📚 Book Recommendation:

Alon’s Pick:   Infinite Game, by Simon Sinek

       

🔗 Connect with Alon:

LinkedIn : https://www.linkedin.com/in/alon-ahronberg/

website:  https://www.atera.com/

🔗 Connect with Gary Marra:

·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/

·       Marra CX Hub:           https://marracxhub.com/

·       YouTube:                    YCYS YouTube Page

📣 🎧 Please Listen & Subscribe

💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!

👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.

Want to be a guest on Your Customer, Your Success? 

Send Gary Marra a message on PodMatch here: 

https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

#CX #CustomerSuccess #ClientExperience #Leadership #AI #ArtificialIntelligence

In this solo episode, Gary shares his insights on Managing Relationships — the mindset and models behind working more effectively with people, especially those who are challenging. Whether you're in Customer Success, leading a team, or navigating cross-functional relationships, understanding human behavior is essential to leading more effectively.

Gary walks you through the OCEAN personality model (also known as the Big Five) and compares it to the more widely used DISC framework. Why is DISC so common in corporate training? Why is OCEAN more powerful for long-term leadership success? And how can understanding these traits make you better at reading the room, adapting your approach, and building trust?

You'll walk away with a modern, practical lens to assess personalities and a call to lead with the Platinum Rule — treating people how they want to be treated.

🔑 In This Episode:

• Why relationship management = behavior management
• The difference between DISC and OCEAN models — and how to apply both
• Full breakdown of the OCEAN traits:
• Openness – Visionaries vs. Stabilizers
• Conscientiousness – Planners vs. Flexers
• Extraversion – Drop-in Energizers vs. Prep-First Thinkers
• Agreeableness – People-Pleasers vs. Analytical Challengers
• Neuroticism – Worriers vs. Rock-Steady Resolvers
• How to spot these traits in clients, coworkers, and even yourself
• Why you should lead with the Platinum Rule, not the Golden Rule
• Tips for managing high-stress situations with different personality types and how to deal with difficult people and situations.

🛠️ Frameworks Mentioned:

• OCEAN / Big Five Personality Model
• DISC Personality Model
• The Platinum Rule – Treat others how they want to be treated

🎯 Action Challenge:

Pick a difficult interaction from this week.

1. Guess the other person’s dominant OCEAN trait(s).
2. Adjust your approach using what you learned.
3. Reflect on what changed — and how it impacted the outcome.

🧠 Ideal For:

• CS & CX Managers
• People Leaders
• ICs managing complex stakeholder relationships
• Anyone trying to decode human behavior in high-stakes environments

📌 Resources:

• Want to learn more about OCEAN? Check out Science of People by Vanessa Van Edwards. Big hat tip to Vanessa and her work which helped inspire me and my approach!
• DISC Personality Overview: DISCprofile.com

📣 Stay Connected:

Like this episode? Subscribe, share it with your team, and leave a review.

Follow Gary on LinkedIn and check out the Your Customer, Your Success YouTube channel for full interviews.

🔗 Connect with Gary Marra:

·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/

·       Marra CX Hub:           https://marracxhub.com/

·       YouTube:                    YCYS YouTube Page

Want to be a guest on Your Customer, Your Success? 

Send Gary Marra a message on PodMatch here: 

https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

#CX #CustomerSuccess #leadership #corporateculture

#CustomerExperience #CustomerSuccess #CXLeadership #Podmatch #CX

In this episode of Your Customer, Your Success, host Gary Marra sits down with Alison Dixon, Chief Customer Officer at Portnox, to explore what customer experience looks like in one of the world’s most high-stakes industries — cybersecurity.

Alison shares how she built Portnox’s CX organization from the ground up, why time-to-value matters more than ticket counts, and how to keep customers engaged when your product works best in silence. From building health scores that actually mean something to fostering multi-year loyalty, Alison explains how she’s redefining customer experience for a “set it and forget it” world.

It’s a conversation about mindset, measurement, and making the invisible value visible — a must-listen for CX and CS leaders navigating complex, technical spaces.

🔑 Key Takeaways

1. Cyber CX Is High Stakes – In cybersecurity, silence often means success. The challenge is showing ongoing value when customers only notice you if something breaks.
2. Mindset Shapes Outcomes – Alison believes your “brain creates reality before you see it.” Approach every customer interaction with the expectation of partnership, not conflict.
3. Health Scores Need Heart – Metrics only matter if they drive action. Portnox ties health scores to multi-year contracts, relationships, and proactive outreach.
4. Time-to-Value Over Tickets – Don’t obsess over support volumes; focus on how quickly customers feel protected, confident, and empowered.
5. Executive Buy-In Is Everything – Get leadership involved early, not just when churn risk surfaces. True CX success is a company-wide sport.
6. Visit First, Build Second – Processes and dashboards evolve forever; customer connection must come first. Face-to-face insight beats any CRM metric.

Timestamps:

01:22 – Intro – Gary opens the show (Manifesting Better CX) with Alison Dixon, CCO at Portnox

01:50 – From Cybersecurity to CX – What customer experience means when the stakes are high

03:15 – Building CX From the Ground Up – How Alison built Portnox’s CX function from scratch

05:38 – Metrics That Matter – Time-to-value, renewals, and why multi-year deals tell the real story

08:00 – The Umpire Problem – CX in cybersecurity: customers only notice when something breaks

11:32 – The “Aha” Moment – A customer story that defines Portnox’s value

14:15– Health Scores That Hold Water – Turning data into meaningful action

18:50 – Executive Buy-In – Connecting leadership to CX and customer outcomes

21:52 – Hiring for the right reasons – Why traditional or conventional hiring might not work

25:51 – Lessons in Leadership – What Alison would tell her past self

29:22 – Does It Hold Water?

34:21 – Chip Shots

📚 Book Recommendation:

Alison's Picks: Anything by Cal Newport!

Deep Work: Rules for Focused Success in a Distracted World ... and more!

🔗 Connect with Alison:

LinkedIn : https://www.linkedin.com/in/alison-dixon-msod/

Website : https://www.portnox.com/

🔗 Connect with Gary Marra:

·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/

·       Marra CX Hub:           https://marracxhub.com/

·       YouTube:                    YCYS YouTube Page

Want to be a guest on Your Customer, Your Success? 

Send Gary Marra a message on PodMatch here: 

https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

#CustomerExperience #CustomerSuccess #Cybersecurity #CXLeadership #Podmatch #CX

Summary

In this episode, Gary Marra and Chris Hood delve into the concept of Agentic AI, exploring its definitions, misconceptions, and the reality versus the hype surrounding it. They discuss the importance of prompts in AI functionality, the distinction between agentic AI and automation, and the current state of AI applications. The conversation emphasizes the need for realistic expectations regarding AI's capabilities and the future of technology in this space.

Takeaways

• Agentic AI is often misunderstood and misrepresented.
• Claims about agentic AI are often exaggerated.
• Agentic AI is more about facilitating actions than true intelligence.
• Current AI applications are largely automation, not agentic AI.
• The hype surrounding agentic AI is ahead of its actual capabilities.
• AI should not replace human empathy in customer interactions.
• Real-world applications of agentic AI are still in development.
• The future of agentic AI is promising but requires technological advancements.
• Understanding the difference between automation and agentic AI is crucial.

Chapters

01:07 Introduction to Chris Hood and Agentic AI

03:52 Basic Background and seeing through the hype

05:31 Definitions and Confusions Agentic AI vs. Automation vs Autonomy

11:02 Agentic AI vs. Automation vs Autonomy: Prompts & What's the Difference?

11:21 Debating the usefulness of Real-World Applications of Agentic AI

20:39 Customer First, Technology Last, AI Maybe

25:10 Current Real World Examples, Do they exist?

28:38 The Difference Between Automation, Agents, and Agentic

31:45 Current State and The Outlook for the near future

🔗 Connect with Chris Hood

• 📖 Book: Infailible: Harnessing the Power of Failure in Digital Business
• 🌐 Website: https://chrishood.com/
• 📱 LinkedIn: chrishood
• 🐦 Twitter: @ChrisHood

🔗 Connect with Gary Marra:

·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/

·       Marra CX Hub:           https://marracxhub.com/

·       YouTube:                    YCYS YouTube Page

Want to be a guest on Your Customer, Your Success? 

Send Gary Marra a message on PodMatch here: 

https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

#CX #customerexperience #AI #AgenticAI #CustomerSuccess #Podmatch

Summary

In this episode of Your Customer, Your Success, Gary Marra sits down with Amber Monroe, Senior Vice President of Customer Experience at Paradigm Senior Services. With two decades of leadership in healthcare, Amber has mastered the art of turning complex systems into meaningful relationships that deliver measurable impact.

From revenue cycle management and compliance to building high-performing teams, Amber shares what makes healthcare customer success fundamentally different from SaaS — and why trust may be the most important business driver of all. She also highlights success stories that show how great customer experience can literally keep small businesses afloat while expanding care for veterans and communities across the country.

Whether you work in healthcare, SaaS, or any customer-facing industry, Amber’s perspective offers fresh lessons on strategy, empathy, and building customer partnerships that last.

Chapters

01:08 Introduction to Amber Monroe and Paradigm Senior Services

03:49 Understanding the Role of Customer Success in Healthcare beyond SaaS

06:58 Defining Success in Healthcare Customer Experience

10:05 Communication Strategies for Client Engagement

12:40 Anticipating Customer’s Needs

15:00 Measuring Success: Metrics in Healthcare Customer Success

20:44 The Role of Account Managers vs. Customer Success Managers

27:14 Success Story – Servicing Veterans

28:26 Collecting Outstanding Claims for Clients

30:54 Advice for New Healthcare Customer Success Leaders

31:25 “Does it Hold Water?”

35:49 Chip Shots

📚 Book Recommendation:

Amber’s Pick:

Reality-Based Leadership: Ditch the Drama, Restore Sanity to the Workplace, and Turn Excuses into Results, by Cy Wakeman

       

🔗 Connect with Amber:

LinkedIn : https://www.linkedin.com/in/ambermonroe/

E-mail :  [email protected]

🔗 Connect with Gary Marra:

·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/

·       Marra CX Hub:           https://marracxhub.com/

·       YouTube:                    YCYS YouTube Page

📣 🎧 Please Listen & Subscribe

💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!

👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.

Want to be a guest on Your Customer, Your Success? 

Send Gary Marra a message on PodMatch here: 

https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

#CX #CustomerSuccess #ClientExperience #Leadership #HealthcareAdministration

CX, EX, and Everybody on the Bus: Driving Real Change in Organizations with Kris WautersWhy real change starts with people, not technology — and how leaders can bring everyone on board.

In this episode of Your Customer, Your Success, Gary Marra speaks with Kris Wauters, founder and Managing Director of Gung-Ho Management, about the real drivers of transformation: people, culture, and leadership. With over 30 years of senior leadership experience at global companies and deep expertise in Customer & Employee Experience, Kris shares powerful stories and frameworks for creating lasting change.

From “everybody on the bus” to coaching leaders with horses, Kris brings practical wisdom and surprising analogies that highlight why CX and EX must go hand-in-hand. Kris shares his insights on customer experience, employee experience, and leadership development. He emphasizes the importance of people in transformation, the need to connect CX goals to business objectives, and the common misconceptions leaders have about change. Kris discusses strategies for overcoming change fatigue, coaching leaders, and delivering tough truths. He also touches on the impact of AI on jobs and shares valuable book recommendations and personal growth habits.

Takeaways

Transformation starts with understanding the maturity level of the organization.

People are at the center of any successful transformation.

CX and EX strategies must be integrated for effectiveness.

Leaders often overlook the importance of connecting CX goals to business objectives.

Change fatigue arises from poorly implemented changes.

Effective coaching involves bridging the gap between leaders and their teams.

Listening without the intent to answer is a crucial skill for leaders.

AI will impact jobs, but it will also create new opportunities.

Understanding the 'why' behind change is essential for buy-in.

Failure is not an option; it's about learning and adapting.

Chapters 

01:13 Introduction to Transformation and Change 

02:52 People First: The Core of Transformation 

04:39 Building Integrated CX and EX Strategies 

09:50 Aha Moments in Customer Experience Transformation 

13:45 Common Misconceptions in Experience Transformation 

16:55 Overcoming Change Fatigue in Organizations 

26:00 Coaching Leaders in Customer Experience 

33:21 Delivering Tough Truths to Leadership 

41:08 “Does it Hold Water?” 

45:23 Chip Shots

📚 Book Recommendation:

Kris’s Picks:

Gung Ho!, by Ken Blanchard and Sheldon Bowles : working as a team towards a common goal

Start with Why, by Simon Sinek : What and How subsequent to the purpose of your business

Find Your Why, by Simon Sinek : find your own purpose in life

JUNG, Four Archetypes brought by Routledge publishing : the basic starting point of what founded modern psychology

Surrounded by Idiots, by dr. Thomas Erikson : inventor of the Insights model, who am I and how can I recognize others and adapt my communication to have impact

Maps of Meaning, by dr. Jordan B. Peterson : the connection between modern neuropsychology and ancient stories, insight into human motivation and emotion throughout the millennia. 

       

🔗 Connect with Kris:

LinkedIn : www.linkedin.com/in/kwauters

Website : https://www.gung-ho.be 

E-mail : [email protected]

Or just call him, which he prefers! : + 32 495 55 95 75

🔗 Connect with Gary Marra:

LinkedIn:                    https://www.linkedin.com/in/gary-marra/

Marra CX Hub:         https://marracxhub.com/

YouTube:                   YCYS YouTube Page

📣 🎧 Please Listen & Subscribe

💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!

👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.

Want to be a guest on Your Customer, Your Success? 

Send Gary Marra a message on PodMatch here: 

https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

Summary

In this conversation, Matt Feiner, a transformational CEO with over 30 years of experience, shares insights on leadership, corporate culture, and the importance of listening to employees during times of change. He discusses his journey of taking over a company after a long-standing CEO, the challenges of evolving corporate culture, and the significance of hiring for cultural fit. Matt emphasizes the role of a strong culture in enhancing customer experience and the necessity of fostering an environment where healthy debate is encouraged. He also provides valuable advice for new CEOs on navigating culture transformation and the importance of psychological safety in the workplace.

Takeaways

• Matt emphasizes the importance of listening to employees during leadership transitions.
• Cultural transformation requires involving key employees in the process.
• A strong corporate culture can significantly enhance customer experience.
• Healthy debate among team members is a sign of a strong culture.
• Hiring for cultural fit is crucial, but diversity in skills is also important.
• Psychological safety allows employees to provide honest feedback.
• Change management involves addressing fears and resistance from employees.
• Leaders should create a safe space for open discussions.
• Silence can be a powerful tool in meetings to encourage deeper insights.

Chapters

01:11 Introduction to Matt Feiner and His Journey

03:00 Navigating a Huge Leadership Transition

06:04 Cultural Evolution and Employee Empowerment

07:39 Understanding the Business and Its Clients

10:49 Addressing Change and Resistance

14:29 Hiring for Cultural Fit

17:32 The Impact of Culture on Customer Experience

20:50 Lessons on Healthy Debate in Culture

25:55 Advice for New CEOs on Culture Transformation

28:01 Does It Hold Water?

31:15 Chip Shots: Quickfire Questions

📚 Book Recommendation:

Matt’s Pick:

The Advantage: Why Organizational Health Trumps Everything Else in Business, by Patrick Lencioni

🔗 Connect with Matt:

·       LinkedIn:      https://www.linkedin.com/in/matt-feiner-8b243b4/

🔗 Connect with Gary Marra:

·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/

·       Marra CX Hub:           https://marracxhub.com/

·       YouTube:                    YCYS YouTube Page

📣 🎧 Please Listen & Subscribe

💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!

👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.

Want to be a guest on Your Customer, Your Success? 

Send Gary Marra a message on PodMatch here: 

https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

#CX #CustomerSuccess #leadership #corporateculture #podmatch

Summary

In this conversation, Gary Marra speaks with Francie Jain, the founder and CEO of Terrawatt, about the critical role of coaching in organizations. They discuss how Terrawatt operates as a B2B coaching marketplace, emphasizing the importance of psychological safety in fostering employee engagement and reducing turnover. Francie shares insights on the measurable outcomes of coaching programs, the necessity of a culture of learning, and practical starting points for organizations looking to implement coaching. The conversation highlights the interconnectedness of employee experience and customer experience, and the need for consistent client experiences across coaching networks.

Takeaways

• Psychological safety is essential for team success.
• Coaching should be viewed as a business necessity, not a perk.
• High turnover rates can be significantly reduced through effective coaching.
• Customization in coaching programs enhances their effectiveness.
• Measuring the impact of coaching is crucial for understanding ROI.
• A culture of learning fosters growth and innovation.
• Leadership should prioritize psychological safety to encourage open communication.
• Having a clear North Star simplifies decision-making in organizations.

Chapters

01:00 Introduction to Terrawatt and Coaching Marketplace

02:24 Understanding the Terrawatt Model

04:43 Under-investing in Coaching

07:20 The Costs of Low Psychological Safety

10:42 Reframing Coaching as a Business Necessity

13:12 Measurable Outcomes of Coaching-$32MM Example!

21:12 Starting with Coaching in Organizations

22:40 Understanding Client Needs and Feedback

26:00 Making the Case for Coaching to the C-Suite 

27:20 “Does it Hold Water?”

31:42 Chip Shots

🔗 Connect with Francie:

·       LinkedIn:      https://www.linkedin.com/in/franciejain/

·       Website:      https://terawatt.co/

🔗 Connect with Gary Marra:

·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/

·       Marra CX Hub:           https://marracxhub.com/

·       YouTube:                    YCYS YouTube Page

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