The Customer Experience Podcast

Company Culture As Your Competitive Edge – Email Marketing Article

  Imagine a culture in which the company’s employees find as much joy in the customer experience as as their customers do. For our guests on this episode of The Customer Experience Podcast, that’s an everyday part of how they’re growing their business in a highly competitive industry. And it’s not part of a go-to-market strategy, engineered process, or business plan. It’s just who they are. The deeply held, widely shared, and consistently practiced beliefs of the team at Dutch…

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How NOT to Use LinkedIn Messaging for Prospecting – Email Marketing Article

    There’s something that I’m tired of. I think you’re probably tired of it, too. So, I decided to reach out to you, to collect your thoughts, experiences, and feedback on this problem. On the latest episode of The Customer Experience Podcast I walked through this issue, what I found out, and what we can learn to truly create the best customer experiences going forward. But I wanted to share the highlights with you here, too. So, here’s how…

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2 Keys to Creating an “Extraordinary” Customer Experience – Email Marketing Article

    How did “customer experience” become such a powerful, driving force of differentiation between companies – and a force of attraction or repulsion? Part of the answer to this question is how impactful an extraordinary or an underwhelming customer experience has become when deciding with whom we want to do business (nope, it’s not just about features and price points anymore). Another part of the answer is what happened when social media realized its full potential. What began as…

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Rehumanize Your Business By Building Relationships Through Video – Email Marketing Article

    With smartphones, social media, and chatbots, it may seem like we’re more connected than ever before – instantly, constantly, and digitally. And yet we feel as disconnected and lonely as ever. On average, we have fewer social contacts and meaningful relationships than we’d like; we don’t feel known and understood. The result: we’re more sick and stressed than we should be. Longitudinal studies (like this one at Harvard) and meta analyses (like this one at UNC Chapel Hill)…

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Create Delight to Keep Customers for Life – Email Marketing Article

  What’s a surefire strategy to solidify your reputation for offering a superior customer experience? I’ll give you a hint. It involves burritos … and delight. Jordan Olivero is the Director of Customer Success at Swimlane, a software platform that empowers security operations teams with machine-speed decision making throughout the entire incident response process. He joined me for a podcast conversation to discuss the power of moments, doing things that don’t scale (but doing them anyway), giftology, being your own…

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You Have 100 Days to Create or Lose a Lifelong Customer – Email Marketing Article

  You’ve got one hundred days to make customers for life. Do you know which tools, techniques, and touches to employ to guarantee they’ll stay? Joey Coleman does. He’s a speaker, advisor, and writer who’s deeply steeped in the customer experience. He’s the founder and Chief Experience Composer at Design Symphony and the bestselling author of Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days (which our marketing team book club loved). Joey was kind…

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Sales Strategy Mistakes and How to Fix Them – Email Marketing Article

  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. Jeremy Donovan, Senior Vice President of Sales Strategy at SalesLoft, the sales engagement platform that helps you understand your customers’ needs and respond in meaningful ways, is an expert in sales strategy. His top level priority, especially in B2B, is all about the customer’s return on investment. A prospect needs to trust that you…

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