The Customer Experience Podcast
Activity Overview
Episode publication activity over the past year
Episodes
71. Differentiating Your Brand by Humanizing The Experience w/ Ed Breault
21 Apr 2020
Contributed by Lukas
Brand experience is a promise that the buying experience will match the perceived value of the brand. Therefore, brand experience — education, enric...
70. Mental Health in Sales: More Than 40% Struggle w/ Jeff Riseley
14 Apr 2020
Contributed by Lukas
Think of five salespeople you know. Imagine their names and faces. Odds are, at least two of them are struggling with their mental health. But no o...
69. The Essence of CX: How You Make People Feel
09 Apr 2020
Contributed by Lukas
“People will forget what you did. But they will never forget how you made them feel.” This quote from Maya Angelou embodies the heart of customer ...
68. Creating & Delivering Better Buying Experiences with Video w/ Josh Fedie
07 Apr 2020
Contributed by Lukas
The customer experience often starts at or near the buying experience. So, today, we’re talking about creating and delivering better buying experien...
67. Customer Communication In Times of Crisis w/ Samantha Stone
31 Mar 2020
Contributed by Lukas
We’re neck deep in the Coronavirus pandemic, but digital communication gives us the power to stay connected while we’re physically separated. Shou...
66. Restoring The Human Factor To Fulfill The “Big CX Dream” w/ Ben Smithwell
24 Mar 2020
Contributed by Lukas
Basically, CX is in a pretty bad state. Stagnating macro studies on customer experience like the CXI metric are just one indicator… In other word...
65. Product Usage as a Vanity Metric w/ Chris Hicken
17 Mar 2020
Contributed by Lukas
Product usage is a vanity metric. Actually, product usage is just one of 15 factors that companies should use to build a picture of their organizat...
64. A Circular Approach to the Customer Lifecycle w/ Wes Schaeffer
10 Mar 2020
Contributed by Lukas
How do you envision the customer lifecycle? Is it linear or circular? The latter is your best bet if you want lifelong customers. And it’s as easy a...
63. Creating Fans Through Human Connection w/ David Meerman Scott
03 Mar 2020
Contributed by Lukas
If you’re looking to grow your business, then having a raving fan base can help you get you there. Passion is contagious, and they are passionate ab...
62. The 6 Layers of Learning: Bloom's Taxonomy w/ Ethan Beute
27 Feb 2020
Contributed by Lukas
Because you're listening to this podcast, I can make one pretty good guess about you… You’re a learner. You intentionally seek out information, me...
61. Creating Instant Connection With Anyone You Want to Know w/ James Carbary
25 Feb 2020
Contributed by Lukas
If you want your business to grow and succeed, it needs to be built on a solid foundation of relationships. Obviously. However, creating connection wi...
60. The Context Marketing Revolution w/ Mathew Sweezey
18 Feb 2020
Contributed by Lukas
As the customer experience evolves, so do our motives. Consumers are no longer motivated by a great piece of content (if they ever were). They’re mo...
59. The Pirate's Guide To Sales: Learn and Steal from The Best w/ Tyler Menke
11 Feb 2020
Contributed by Lukas
When you constantly learn from the best, you become the best. Today we’re learning from some of the best salespeople, who know that the secret to im...
58. Uniting Customers and Brands Through Experiential Marketing w/ Ruthie Schulder
04 Feb 2020
Contributed by Lukas
Three experience-based goals are the foundation of an amazing agency that builds the concept of experience right into its name: The Participation Agen...
57. Customer Obsession As Your Key Differentiator w/ Ned Arick
28 Jan 2020
Contributed by Lukas
Experience differentiators were the subject of a recent LinkedIn post that grabbed my attention for the way it spoke to the heart of this podcast… ...
56. 3 Customer Experience Myths Debunked & Set Straight w/ Ethan Beute
23 Jan 2020
Contributed by Lukas
The most economically valuable thing you can do is to meet customer expectations. Meet the expectations. Not exceed customer expectations. Not surpris...
55. How “Slightly Better Than Average” Creates Amazing Experiences w/ Shep Hyken
21 Jan 2020
Contributed by Lukas
Amaze every customer every time … that sounds like a promising foundation for a remarkable customer experience, doesn’t it? That’s the theme of ...
54. Unlocking the Science of Video w/ Vanessa Van Edwards
14 Jan 2020
Contributed by Lukas
Today, we’re talking about how people work. It’s no understatement to say that knowing how people think and what makes them tick is a must for eve...
53. Sales Advice To Lead, Coach, and Align Your Team w/ Dave Kennet
07 Jan 2020
Contributed by Lukas
A great employee experience begets a great customer experience. If you want to retain your best team members, you need to value them and invest in the...
52. Video Belongs In These 3 Moments In Your Customer Journey w/ Ethan Beute
26 Dec 2019
Contributed by Lukas
If you've been thinking at all about implementing video into your sales or CS process — and let’s face it, you pretty much can’t be a video deni...
51. How To Enable Your Sales Team: Practical Tips for Sales Leaders w/ Joe Caprio
17 Dec 2019
Contributed by Lukas
Let’s drill into sales enablement. Not just the important question of how we can best prepare our salespeople, but I’m talking here about how we s...
50. The Ethics of AI - Customer Persuasion vs Customer Coercion w/ William Ammerman
10 Dec 2019
Contributed by Lukas
Human domination by superintelligences is pretty much the thing to be talking about, ever since the Golden Age of Sci-Fi. Has the passage of nearly 70...
49. 4 Tactics Every Salesperson Should Steal From Marketing w/ Scott Barker
03 Dec 2019
Contributed by Lukas
The benefits of being a lifelong learner are priceless. But, have you ever considered learning more about a different profession in order to improve t...
48. 5 CX Tips from My Car Buying Experience w/ Ethan Beute
28 Nov 2019
Contributed by Lukas
My wife and I recently had to go out and buy a new car. And if there aren't customer experience lessons in that process, I don't know where else the...
47. Asking Better Sales Questions for Greater Sales Success w/ Brian Robinson
26 Nov 2019
Contributed by Lukas
“One question can change everything.” Indeed, it can. On the latest episode of The Customer Experience Podcast, I have the pleasure of speaking wi...
46. Developing Customer Loyalty Requires Cultural Empathy w/ Kristin Messerli
19 Nov 2019
Contributed by Lukas
Millennials are the most diverse generation in U.S. history with 44% of the generation reporting minority backgrounds. That means, if companies hav...
45. The Modern Buying Process and Product-Led Growth w/ Wes Bush
12 Nov 2019
Contributed by Lukas
We’re all familiar with the traditional sales-led way of acquiring customers: They demo the product and are passed along to one of your salespeople....
44. The 3 Components of Trust for Better Customer Relationships w/ Cory Scheer
05 Nov 2019
Contributed by Lukas
Every time Cory Scheer puts on his Brooks running shoes, he has a great experience. He doesn’t get blisters and his feet feel comfortable. And whe...
43. 3 Ways To Win With The SaaS Sales Method w/ Ethan Beute
31 Oct 2019
Contributed by Lukas
Everyone in your organization should be selling. All the time. At least, that’s what I learned from Jacco vanderKooij, the founder and CEO of Winn...
42. 5 Ways Internal Alignment Can Elevate Your Customer Experience w/ Sangram Vajre
29 Oct 2019
Contributed by Lukas
With regard to customer experience, alignment within our organizations and across our teams is one of the biggest opportunities and challenges in fron...
41. Setting Up Your B2B Live Chat To Dramatically Accelerate Sales w/ Nelson Bruton
22 Oct 2019
Contributed by Lukas
In this digital age, people are searching for more human connection than ever before. As B2B marketers and sellers are finding more ways to automate t...
40. The Biggest Transformation in Prospecting in 30 Years w/ Dan Tyre
15 Oct 2019
Contributed by Lukas
Human, helpful, and relevant. These are 3 attributes we need to create within our organizations to deliver great experiences for our customers. Dan Ty...
39. Company Culture as Your Competitive Edge w/ Dutch Bros. Coffee
08 Oct 2019
Contributed by Lukas
Customer experience is a moment that is created between two individuals, where a desire meets a craft. Not everyone gets it right every time, but it’...
38. Training and Certifying Your Sales Teams to Speak Your Customer's Language w/ Alex Rosemblat
01 Oct 2019
Contributed by Lukas
If you want to learn a little bit about training and certifying your sales teams to speak your customers’ language you’re in the right place. A...
37. How NOT to Use LinkedIn Messaging for Prospecting w/ Ethan Beute
26 Sep 2019
Contributed by Lukas
There’s something that I’m tired of. I think you're probably tired of it, too: When you accept a LinkedIn connection request and the person immedi...
36. The Financial Side of CX: Which Customers Should You Invest In? w/ Sarah Toms
24 Sep 2019
Contributed by Lukas
In any given company, not all customers are created equal. So, we need to know where, when, and in whom we should be investing. Well, on today’s...
35. 2 Keys to Creating an ‘Extraordinary’ Customer Experience w/ Dan Gingiss
17 Sep 2019
Contributed by Lukas
Research shows that people are actually more willing to share about the positive experiences they’ve had with companies than the more negative ones....
34. 4 Things EVERY Customer Wish You Understood About Them w/ Michael Redbord
10 Sep 2019
Contributed by Lukas
Customer’s so wish every business understood these 4 things that Mike Redbord shared with us on our our Customer Experience Podcast. Mike’s the G...
33. What Your Marketing Team's Doing That's Probably Illegal w/ Sharon Toerek
03 Sep 2019
Contributed by Lukas
After “What’s the meaning of life?”, here’s the next most important question: Do I need permission to repost this? Can’t answer the first on...
32. Meeting Customers’ Evolving Needs with a Customer Experience Team w/ Luke Owen
27 Aug 2019
Contributed by Lukas
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 ...
31. Brand Legacy Is a Human Thing (Not a Corporate Thing) w/ Kristy Krueger
20 Aug 2019
Contributed by Lukas
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 on...
30. Avoiding Branding and Marketing Mistakes While Driving Fast w/ Dave Knox
13 Aug 2019
Contributed by Lukas
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 busin...
29. Making B2B Marketing More Personal w/ Brett Chester
06 Aug 2019
Contributed by Lukas
Most companies forget that an actual person is on the other end of their marketing campaigns. Brett’s experience working with companies all around t...
28. No, Your Customer Isn't Always Right w/ Jaime Casap
30 Jul 2019
Contributed by Lukas
Today’s guest is Jaime Casap, Chief Education Evangelist at Google. Jaime helped launch G-Suite and other applications in schools, and he sincerel...
27. 4 Emerging CX Themes on The Customer Experience Podcast w/ Ethan Beute
25 Jul 2019
Contributed by Lukas
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 - t...
26. Increasing Lifetime Value and Decreasing Acquisition Cost by Holding Attention w/ Jay Acunzo
23 Jul 2019
Contributed by Lukas
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 a...
25. Why Friction is a Customer Experience Killer w/ Brian Gilman
16 Jul 2019
Contributed by Lukas
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 th...
24. How Failure Actually Benefits Your Customers w/ Marc Rodan
09 Jul 2019
Contributed by Lukas
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 lif...
23. Showing Up Authentically to Honor Your Customer Promise w/ Paula Hayes
02 Jul 2019
Contributed by Lukas
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 ind...
22. Rehumanize Your Business by Building Relationships Through Video w/ Ethan Beute
27 Jun 2019
Contributed by Lukas
Ethan Beute is on a mission to connect people. His method? Video. More specifically, his company BombBomb wants us to use the power of video to levera...
21. Turning Customers' Online Actions into Offline Experiences w/ Michael McCarthy
25 Jun 2019
Contributed by Lukas
Direct mail used to be a highly “spray-and-pray” activity. On top of that, printers might take weeks or months to send offline collateral. But wit...
20. Why Obsession Is the Missing Ingredient in Your Customer Experience w/ Matt Knee
18 Jun 2019
Contributed by Lukas
“Obsession is the complete micromanagement of the customer experience.” According to Matt Knee, Founder and President of MyCompanyWorks and author...
19. Why Customer Experience Is The Only Differentiator Left w/ David Cancel
11 Jun 2019
Contributed by Lukas
Whatever job you do, whatever industry you’re in, people are going to tell stories about their experiences with you. It’s been said for a long tim...
18. Create Delight to Keep Customers for Life w/ Jordan Olivero
04 Jun 2019
Contributed by Lukas
What’s a surefire strategy to solidify your reputation for offering a superior customer experience? We’ll give you a hint. It involves tacos. Jord...
17. The Best Customer Experience Delivers an Appropriate Experience w/ Jonathan Bolton
30 May 2019
Contributed by Lukas
Sometimes, we get it backwards. We focus on our KPIs, or what we think the customer needs or wants. We deliver on our expectations, … and then the c...
16. Quick Ways to Create Trust with Your Customers w/ Charles Green
28 May 2019
Contributed by Lukas
Trust matters when it comes to customer experience. People line up at the Apple Store’s Genius Bar in part because they’ve come to trust that they...
15. You Have 100 Days to Create or Lose Lifelong Customers w/ Joey Coleman
21 May 2019
Contributed by Lukas
You've got a hundred days to make customers for life. Do you know what tools to employ to guarantee they’ll stay? Joey Coleman does. He is a speaker...
14. Automation, AI, and Human Relationships with Samantha Stone
14 May 2019
Contributed by Lukas
If you think a checked box on a survey or net promoter score is an accurate customer satisfaction metric, you’re in trouble. So says Samantha Stone,...
13. Sales Strategy Mistakes, and How to Fix Them w/ Jeremey Donovan
07 May 2019
Contributed by Lukas
Your sales strategy is as much science as art. The secret is to understand how to improve the way customers buy, renew, and get retained. Jeremey Dono...
12. Branding Through Customer Experience Like Apple w/ David Brier
30 Apr 2019
Contributed by Lukas
Like it or not, your customer’s experience is your brand. How do you make your branding win in the long term? To find the answers, we spoke with Da...
11. Rehumanizing Business and the World With In-Person Communication w/ Darin Dawson
25 Apr 2019
Contributed by Lukas
“I want to rehumanize the way people think about their communication. I just think people are better face to face.” Today, almost everyone relies ...
10. Does Your Sales Team Hurt Customer Success? w/ Nick Hart
23 Apr 2019
Contributed by Lukas
Sometimes it’s a bad thing when the sales team closes the deal. Customer experience often starts with the sales team promising something that the cu...
9. Why Customers Leave and How to Win Them Back w/ David Avrin
16 Apr 2019
Contributed by Lukas
If you want to know why customers leave and you want to know how to win them back, have I got a podcast for you. I learned so much from David Avrin, a...
8. Take Care of Your Brand and It Will Take Care of You w/ Kurt Bartolich
09 Apr 2019
Contributed by Lukas
“Any brand that you frequent, or are fond of, or use, there's been a journey of some kind,” says Kurt Bartolich, the founder of GUTS Branding, and...
7. Superior Customer Experience Starts Before There’s a Customer w/ Rachel Ostrander
02 Apr 2019
Contributed by Lukas
Customer experience touches every place a customer could possibly interact with your company, even before they buy the product. Rachel Ostrander is th...
6. Be a Problem-Solver, Not a Seller w/ Steve Pacinelli
28 Mar 2019
Contributed by Lukas
How do you get people to pay attention to your message? Whether you’re selling to a customer online or speaking in front of a live audience, you nee...
5. The Holy Grail of Connecting With Customers w/ Ann Handley
26 Mar 2019
Contributed by Lukas
Your content IS your customer experience. So says the queen of content marketing, Ann Handley, Chief Content Officer of MarketingProfs and author of t...
4. Will You Still Be in Business in 5, 10, 25 Years? w/ Joseph Jaffe
19 Mar 2019
Contributed by Lukas
Businesses are just like people. They must stay healthy and agile, or watch their enterprise arteries harden through apathy and face an early death. C...
3. Why Content Experiences Beat Content Marketing w/ Randy Frisch
12 Mar 2019
Contributed by Lukas
You feel cheated. You‘ve tried to create amazing content to win the content marketing game. And yet your revenue hasn’t shot through the roof. Why...
2. Business Relationship Quiz: How many of your contacts pass this test? w/ Zvi Band
05 Mar 2019
Contributed by Lukas
With the right attitude, business relationships, instead of being a depreciating asset, could be transformed into compound interest that pays you over...
1. Trust, Neuroscience & The Customer Experience w/ Ed Powers
26 Feb 2019
Contributed by Lukas
If your customers can’t trust you, how long will you stay in business? Probably not long. You’ll dwindle, flounder, and grasp for meaning and a cu...
What You Can Expect from The Customer Experience Podcast w/ Ethan Beute
19 Feb 2019
Contributed by Lukas
At the center of everything, at the core of your business, what is the most important metric that your business can measure? The customer experience.