239. The Power of Culture: Improving CX from the Inside Out w/ Shannan Berry
The Customer Experience Podcast
by Ethan at BombBomb
1y ago
In this episode, we delve into the meaning and importance of customer experience, and how it fits into the larger picture of sales strategy. We also discuss the unique approach of selling a person rather than a product, and the role of trust and confidence in building successful business partnerships. We explore the world of customer experience with Shannan Berry, Vice President of CX and Sales Strategy at TitleOne. Shannan has been with the company for nearly a decade and in this role for just under a year, and brings a wealth of knowledge and experience to the table. Shannan shares her insig ..read more
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238. Start With “What” to Create Clarity
The Customer Experience Podcast
by Ethan at BombBomb
1y ago
The power of clarity represents your greatest untapped opportunity for achieving greater results with increased confidence and commitment — this is the message of today’s guest in her book, The Power of Clarity. She’s also the author of Uncommon Meetings, The Disconnect Principle, and The Clarity Papers. This episode features Ann Latham, President of Uncommon Clarity. She’s on a mission to fight the disclarity that erodes our productivity and performance and that of our team members. As President of Uncommon Clarity, she’s helped clients in more than 40 industries from large corporations like ..read more
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237. How to Turn Your Customers Into Lifelong Advocates w/ Brittany Hodak
The Customer Experience Podcast
by Ethan at BombBomb
1y ago
Creating superfan customers should be a top priority for every businessperson and every brand today … but superfans can’t be bought - they can only be created. And they’re created at the intersection of your story - and every customer’s story. These are some of the key themes in a highly recommended new read,Creating Superfans: How to Turn Your Customers Into Lifelong Advocates. Today’s guest is the author of this book and she was a guest on this show on Episode 120We’re releasing this episode on her book’s publication date! Jan 10, 2023 This episode covers: Why you need a Chief Customer Offi ..read more
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236. The EX Takes Mixtape: 12 Employee Experience Insights
The Customer Experience Podcast
by Ethan at BombBomb
1y ago
To celebrate 200 episodes of the podcast, we created the EX Takes Mixtape - 12 top employee experience moments from episodes 101-199. Hear EX-themed highlights with these guests of The Customer Experience Podcast: Stacy Sherman, VP of Agent and Customer Experience at Liveops Brittany Hodak, Keynote Speaker, Author, and Superfan Strategist Elizabeth Dixon, Speaker on Strategy, Innovation, and CX; Principal Lead of Strategy, Hospitality, & Service Design at Chick-fil-A Mark Schaefer, Speaker and Author of Marketing Rebellion Sue Woodard, Speaker and Mortgage and FinTech Evangelist Shep Hyke ..read more
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235. The Epic Takes Mixtape: 10 Human-Centered Insights
The Customer Experience Podcast
by Ethan at BombBomb
1y ago
To celebrate the first 100 episodes of the podcast, I created the Epic Takes Mixtape - 10 human-centered and human-first moments. I watched every video clip from the first 99 episodes and selected 10 that I thought were transcendent. They reach beyond the day-to-day and speak to our humanity, our goals, and our dreams. I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show, here today to share 10 amazing clips about being a better human. In this episode, you’ll hear from these 10 guests: Joey Coleman, author ..read more
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234. Building Your Brand Through Trust Signals
The Customer Experience Podcast
by Ethan at BombBomb
1y ago
“What PR clients are really seeking is credibility. They are seeking authority. They are seeking third-party validation. Ultimately, they are seeking one thing above all else: Trust. Brands need to be trusted in the marketplace, or they won’t be able to grow.” That quote comes from the intro of a new book titled TRUST Signals: Brand Building in a Post-Truth World The author of that book and our guest today is Scott Baradell, CEO of Idea Grove, a public relations and marketing firm focused on B2B technology that’s landed on the Inc 5000 list of America’s fastest growing private companies three ..read more
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232. First Findings from The National Survey on Brand and Trust w/ Kurt Bartolich and Cory Scheer
The Customer Experience Podcast
by Ethan at BombBomb
1y ago
This episode centers around brand and trust with trust expert Kurt Bartolich, Founder of BrandCertain and trust expert Cory Scheer, Founder of Trust Centric Consulting. Kurt and Cory teamed up on a national research project exploring trust and relationships between employees and their leadership and companies. The research also included data on trust between customers and brands. They joined Ethan to share an overview of their early findings. Tune in to learn more about: Why is trust so important to customer experience? What is one of the best and easiest ways to build trust inside your organi ..read more
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231. Tracing Every Relationship Back to One Relationship
The Customer Experience Podcast
by Dan Sanchez
1y ago
Evolving from outbound telemarketer to EVP of Sales and business coach, integrating tools and tech stacks through a merger of two companies, tracing every relationship back to one relationship are a few places we’ll go today with the Executive Vice President of OVM Financial, now powered by Annie Mac Home Mortgage For multiple years in a row, OVM has earned a spot on the Inc 5000 list of the fastest-growing private companies in America. And for several years straight, our guest Matt Beckwith has been recognized as one of the Top Mortgage Loan Originators in the country by Scotsman Guide - one ..read more
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230. Sales As The Science of Service w/ Todd Caponi
The Customer Experience Podcast
by Dan Sanchez
1y ago
“Certain words are used in business so thoughtlessly that they have become devoid of meaning: Authentic. Real. Transparent. And there is no one I trust more to rescue them than Todd Caponi.” Those words are from Ethan Zoubek, CRO at Atari. And he shared these words about a fantastic book titled “The Transparent Sales Leader: How the Power of Sincerity, Science, and Structure Can Transform Your Sales Team’s Results” It’s the second book by today’s guest - Todd Caponi. We talked about his first book, The Transparency Sale, here on the podcast back on Episode 90: “Why Transparency Sells Better Th ..read more
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229. Factoring Human Emotions Into Data-Informed Decisions w/ Vaishali Dialani
The Customer Experience Podcast
by Dan Sanchez
1y ago
CX isn’t just a feel-good function - even if feelings are its foundation. We invest in customer experience to improve business outcomes. This includes lowering the cost of acquisition, improving activation and engagement, increasing retention and expansion and more. In short: we invest in CX to grow revenue. This episode's guest is Vaishali Dialani, Customer Experience Analyst at Konabos Consulting. She is a Customer Experience Analyst that helps increase said revenue by working at the intersection of CX professional and business analyst. The takes a cross functional approach to CX because it ..read more
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