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The Customer Experience Podcast

The Customer Experience Podcast

Written by: BombBomb
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 Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.Copyright BombBomb Economics Management Management & Leadership Marketing Marketing & Sales
Episodes
  • 271. Leveling Up Customer Interactions via Genuine Care w/ Angela Alea

    271. Leveling Up Customer Interactions via Genuine Care w/ Angela Alea
    Oct 31 2023
    Doing what's right for your customer is what's right. It’s that simple.

    Angela Alea, President and Chief Revenue Officer at LASSO shares valuable insights on the importance of teaching and learning in conversations, removing friction for a seamless customer experience, and the significance of feeling understood and cared for. In this conversation we explore the changes in sales, marketing, and customer service over the past decade, discuss the power of surveys and data analysis, and uncover the secrets to building positive relationships and successful partnerships.

    Key theme: serve first — from that, revenue comes.

    Join as we discuss:
    • Why serving others and providing value, regardless of sales opportunities, is the ultimate game-changer
    • Why it’s important to measure success — not satisfaction
    • Whether your customer is seeking the best price, or the best partner
    • How to make your consumers feel cared for and supported
    More information about Angela Alea and today’s topics:
    • LinkedIn Profile: https://www.linkedin.com/in/angelaalea/
    • Company Website: https://www.lasso.io/
    • Other Relevant Link: Publix Super Markets; Chick-fil-A; Delta Airline
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    50 mins
  • 270. Establishing and Evolving a Chief Experience Officer Role w/ Saira Taneja

    270. Establishing and Evolving a Chief Experience Officer Role w/ Saira Taneja
    Oct 24 2023
    Solving for multiple stakeholders is the essence of human-centered design.

    Our latest guest is Saira Taneja, a seasoned professional who has journeyed from the realms of corporate strategy to her current role as Chief Experience Officer at Cover Whale, a leading insurtech company specializing in the commercial auto industry.

    Together we explore the evolving world of customer experience in high-growth environments, from human-centered design to the role of data and technology. We dive into the delicate balance between leveraging cutting-edge technology and maintaining a personal touch in customer interactions. Learn how Cover Whale addresses the needs of multiple stakeholders, and why Saira advocates for open-minded hiring and education.

    Join as we discuss:
    • Why Human-Centered Design is crucial in improving the customer journey
    • How data impacts customer experience and business strategy
    • How businesses can effectively address the needs of multiple stakeholders
    • How a company can maintain consistent CX during scaling and growth
    • Where tech and personal touch intersect in the commercial auto industry
    More information about Saira Taneja and today’s topics:
    • LinkedIn Profile: http://linkedin.com/in/sairataneja/
    • Company Website: https://www.coverwhale.com/
    • Other Relevant Link: Dan Abrahamsen and Kevin Abramson; IDEO
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    46 mins
  • 269. Creating Unique, Authentic, and Local Experiences w/ Rina Johnson

    269. Creating Unique, Authentic, and Local Experiences w/ Rina Johnson
    Oct 17 2023
    As a leader, it starts with you. It starts with how you show up, in knowing what you want to be and how you want to be perceived. It's setting a tone for your team. How do you ultimately desire to show up, professionally and personally?

    Our latest guest, Rina Johnson, is the VP of Marketing of Patelco Credit Union, a financial cooperative with a mission-driven purpose. Rina brings her wealth of experience, having spent years as a marketing leader with renowned brands like 24 Hour Fitness and Visa. Together we explore the transformative power of marketing. Rina shares her professional journey, offering valuable insights into authenticity's impact on customer behavior and brand differentiation. Discover the delicate balance between maintaining brand integrity and fulfilling business goals, as well as the power of feedback, and leadership lessons that lead to positive change within organizations. We also explore the unique world of credit unions, and how community and connection are the key pillars.

    Join as we discuss:
    • How authenticity in marketing can influence customer behavior
    • How a company's mission and purpose can be used as a powerful tool to create a memorable and differentiating brand
    • How credit unions differ from banks, and the distinction between a member and a customer
    • How organizations can empower local leaders to customize marketing efforts while staying true to the brand's values
    More information about Rina Johnson and today’s topics:
    • LinkedIn Profile: https://www.linkedin.com/in/rina-rasheed-johnson/
    • Company Website: https://www.patelco.org/
    • Other Relevant Link: In-N-Out Burger
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    47 mins
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