Cele mai bune Customer Growth podcast-uri (2024)

1
Scaling a Business Through Community Education with Bill Spohn, President and CEO of TruTech Tools 26:40

4d ago26:40

26:40

Today, join us for an insightful discussion with Bill Spohn, President and CEO of TruTech, as we delve into the world of HVAC and building science technology. Bill shares his expertise on customer growth, business strategies, and community building in the HVAC industry. Explore how Bill's journey in the industry has led to success and innovation in…

1
How to Craft Compelling Stories to Unlocking True Customer Engagement 29:10

7d ago29:10

29:10

“Did I tell you about the time I …” These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human experience. In today's world, storytellin…

1
Ep 232: Matt Harris | When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality 29:37

9d ago29:37

29:37

Episode 232: When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality Matt Harris, Partner at Bain Capital Ventures, argues that generative AI will soon empower customers in unexpected ways. Consumers, he predicts, will soon use AI tools to continuously discover lower loan rates, higher-yield savings accounts, or more …

1
Privacy vs. Personalization: Striking the Right Balance to Drive Success 29:43

14d ago29:43

29:43

Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they're being watched. Therefore, it is important to remember that context and who's doing the personalizing matter. Picture this: Colin’s at his go-to fishing store, Discount Tackle. The manager knows him, we chat, and …

1
Scaling Your Email Lists with Damon Didier, the Founder of Win at Ecommerce 29:30

18d ago29:30

29:30

Today, we're exploring the world of retention marketing with Damon Didier from Win at Ecommerce. Damon discusses the importance of email marketing and retention strategies for e-commerce businesses, sharing valuable insights on customer acquisition, first-party data, automation, and deliverability. Learn how to optimize your email marketing efforts…

1
Do You Really Understand Your Customer's Hidden Motivation? Here's How to Do This... 30:42

21d ago30:42

30:42

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The "Jobs to Be Done" framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to v…

1
Ep 231: Fred Reichheld | Unleashing Earned Growth: The Referral Spectrum 35:40

23d ago35:40

35:40

Discover the engine of Earned Growth as Rob Markey and Fred Reichheld, Bain Fellow and "Winning On Purpose” author, hold a working session on how references and referrals significantly contribute to organic growth. Rob and Fred unearth the pivotal role that references and referrals play in propelling Earned Growth. They answer key questions such as…

1
Is Ghosting Killing Your Sales? Here's How To Overcome It 30:35

28d ago30:35

30:35

Colin has been ghosted. He was surprised, considering he is married and has been for decades. However, his ghosting experience didn’t come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Ghosting, where someone suddenly stops communicating, has beco…

1
Community-Driven Business Growth with Bastian Kröhnert-Ferron, Founder of Mammutmarsch 41:48

1M ago41:48

41:48

Today, we're talking about community-driven business growth with Bastian Kröhnert-Ferron, Founder of Mammutmarsch. Bastian shares the inspiring journey of creating and scaling extreme hiking events from a small gathering to large community-driven experiences pushing participants beyond their limits. He delves into the significance of building a rob…

1
Revealed! The Silver Bullet of How to Improve Your Customer Experience 31:02

1M ago31:02

31:02

"What's the one thing we need for a stellar Customer Experience?" If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars. The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that will fix our problems, whether for weig…

1
Ep 230: Tim Pernetti | A New Playbook: Reinventing the IMG Academy Experience 38:11

1M ago38:11

38:11

Why would a world-class sports academy invest in a student center, rather than more coaches, fancy equipment, or dorms? IMG Academy, a Florida boarding school, turns out some of the most successful college and professional athletes around. Its president, Tim Pernetti, led a massive cultural shift toward customer loyalty. Tim says IMG Academy used t…

1
Master the Art of Staying Cool: 5 Rules to Handle Customer Crises 29:00

1M ago29:00

29:00

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach? We doubt it. Few organizations do. Most think a customer crisis isn’t going to happen to them or that they will be abl…

1
Starting an Ecommerce Business with Ramin Ramhormozi, Managing Partner at SKU Agency 34:50

2M ago34:50

34:50

Today, we're talking about how to start an ecommerce business with Ramin Ramhormozi, the Managing Partner at SKU Agency. We discuss primary considerations before launching your first website, scaling up manufacturing, and more. Looking to get in touch with Ramin? Learn more about The Ecommerce Revolution community here or connect with Ramin on Link…

1
Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus 29:10

2M ago29:10

29:10

Have you ever come across the Abilene Paradox? It's when everyone agrees to do something that no one really wants to do. Jerry B. Harvey coined "The Abilene Paradox" based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought eve…

1
Ep 229: Stan Swinton | Redefining Customer Centricity: What is the NPSx Framework? 24:23

2M ago24:23

24:23

How can businesses transcend traditional customer service boundaries to establish new customer experience benchmarks? Stan Swinton, Founder and General Manager of NPSx, Bain & Company, discusses how a comprehensive approach to customer experience extends beyond gathering feedback or managing customer journeys. Stan details Bain’s NPSx framework—com…

1
How to Build [+ Systematize] an Influencer Marketing Campaign with Johan Jedåker, Founder of Better Support 19:56

2M ago19:56

19:56

Today, we're talking through how you can build and systematize an influencer marketing campaign with Johan Jedåker, the Founder of Better Support. Johan shares guidance on how to find influencers to partner with, common mistakes he sees in influencer marketing, benchmarks for how much to expect to pay for a campaign, and much more. Looking to get i…

1
How to Measure the Hidden Impact on ROI of Evoking Customer Emotions 34:17

2M ago34:17

34:17

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson…

1
Psychology of Buying: Why 'Mental Accounting' is Critical to the Decision to Buy 32:06

2M ago32:06

32:06

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like…

1
How to Design + Prioritize CRO Experiments with with Nils Koppelmann, Experimentation Consultant at 3tech 37:06

2M ago37:06

37:06

Today, we're talking through Holistic CRO with Nils Koppelmann, Experimentation Consultant at 3tech. Nils shares his guidance on how to design and prioritize CRO experiments to grow your business, talking through the intersection of customer development and conversion rate optimization to learn about your customers to improve your product and websi…

1
Ep 228: Tony Ezell | Sustaining Success: How Customer Loyalty Drives Organizational Stability 28:03

2M ago28:03

28:03

How does a global medical technology company maintain customer focus while managing operational challenges during a pandemic? In this episode, Tony Ezell, executive vice president of North America and chief marketing officer for Becton, Dickinson and Company (BD), explores how integrating customer feedback into your business strategy can maintain—a…

1
The Ethical Roadmap: 5 Rules for Business Ethics from Academia 37:22

2M ago37:22

37:22

Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quit…

1
SEO Shorts: The SEO Road Trip — Explaining the Principles of SEO 8:50

2M ago8:50

8:50

Today, we're taking a break from interviewing other experts to bring you our first episode of SEO Shorts — the segment where we explain complex SEO concepts in layman's terms. We're discussing the 3 core principles of SEO: Relevancy, Authority, and Crawlability. Our Managing Partner, Pat Ahern, explains these principles by equating them to a road t…

1
How to Connect With Your Customers on an Emotional Level and Drive Brand Loyalty 34:17

3M ago34:17

34:17

Practicality is essential. Great ideas you can’t do anything with in the real world are a waste of time. Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. But he doesn’t know how to do that in practical steps. So, this episode gives them to him. Bob isn’t alone. Numerous organizations str…

1
Ep 227: Richard Watts | “Would You Do That to Your Mum?” The Simple and Powerful CX Litmus Test 34:39

3M ago34:39

34:39

How does an insurance industry leader integrate a simple yet profound question—Would you do that to your mom?—to transform customer service and decision making? In this episode, Richard Watts, board member at Farmers Insurance and former sales and service president at Progressive, discusses how asking this question improves business operations. He …

1
How Your Language Dramatically Shapes People's Opinions of You, for Better or Worse! 26:31

3M ago26:31

26:31

Have you ever heard the following? Then, Bob’s your uncle. It’s the difference between chalk and cheese. On your bike, then. If you haven’t and you don’t live in the UK, Colin wouldn’t be surprised. They are British idioms and when he employ these expressions with his American pals, they usually don’t know he is talking about. However, his friends …

1
Google Ads Performance Max Campaigns with Jim Hammerel, CEO of Xtropy 24:44

3M ago24:44

24:44

Today, we're talking through Google Ads Performance Max (PMax) campaigns with Jim Hammerel, CEO of the Google Ads agency, Xtropy. Jim dives into the pros and cons of PMax, what types of businesses see the best results from it, and how to effectively drive results with PMax. Jim also shares a secret script that can be used to uncover hidden data fro…

1
Unlocking Customer Insights: Mastering the Art of Effective Customer Research 36:12

3M ago36:12

36:12

This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s n…

1
Meta Ads with Nils Nordström, Founder and Senior Marketing Consultant at Flax Digital 33:32

3M ago33:32

33:32

Today, we bring Nils Nordström, the Founder and Senior Marketing Consultant at Flax Digital, onto the podcasts to talk through strategies for ecommerce businesses to build and scale their Meta Ads/Facebook Ads campaigns to scale their business. We talk through the pros and cons of Meta Ads, Nils' top recommendations on how to successfully build a M…

1
What Sport Teaches Us About How to Improve Your Customers’ Experience 30:05

3M ago30:05

30:05

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford (justin@customersmarts.co), founder of a Customer Smarts shared how sports can teach us…

1
Email and SMS Marketing for Ecommerce with Jimmy Kim, Founder and CEO of Sendlane 26:19

3M ago26:19

26:19

Today, we're speaking with Jimmy Kim, the Founder and CEO of ⁠Sendlane⁠, about how businesses can level up their email and SMS marketing for better customer retention. Looking to get in touch with Jimmy? Connect with him on ⁠LinkedIn⁠ or ⁠Twitter⁠.De către Intergrowth

1
How To Find The Right Balance Between Fraud And The Customers Experience 36:58

4M ago36:58

36:58

Per Statista, the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it’s supposed to rise to $48 billion by the end of this year. But wait, there’s more. Messente, a dedicated business messaging platform, notes the surge in package delivery scams. TransUnion's published a stud…

1
7 Rules Guaranteed To Change Your Customer's Habits To Gain ROI 33:44

4M ago33:44

33:44

Picture this: Your customers, like individuals, operate on habitual inclinations. So, if they habitually favor a competitor’s product or service, how does one instigate change? Here, we present seven potent ways to turn the tide. But before diving into these transformative strategies, let's peer into the psychological underpinnings of habits. They …

1
Ep 226: Ruth Veloria | Purpose-Driven Progress: Helping University of Phoenix Students Succeed 31:44

4M ago31:44

31:44

How do the needs of students at for-profit, mostly online colleges differ from those of typical college students? They often require financial aid, schedule flexibility, and academic support that can go far beyond the norm of traditional higher education. In this segment, we explore why graduation rates have traditionally been quite low at these co…

1
6 Incredibly Important Learnings from 2023 Critical to Apply in 2024 24:41

4M ago24:41

24:41

It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. Reflection is a key part of the growth process. That’s why we are excited to continue our tradition of reflecting o…

1
How Unleashing AI to Transform CX Can Be for The Better or Worse! 38:21

4M ago38:21

38:21

This year has undeniably been dominated by the rise of AI, bringing both positive and negative outcomes. We host Alex Mead, Global Customer Service Experience Director of Alvarez & Marsal (alexmead@sky.com), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their …

1
Ep. 225: Jason Barro | Trapped: The Hidden Forces Behind Counterintuitive NPS Results 33:32

4M ago33:32

33:32

How do high-quality NPS benchmarks unlock strategic priorities and initiatives? What if your NPS data seems highly counterintuitive? For example, what if Detractors seem to be more loyal than Promoters? Host Rob Markey and Jason Barro, a partner at Bain & Company and the leader of Bain's NPS Prism benchmarking service, unpack this situation in the …

1
The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond 26:16

4M ago26:16

26:16

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI's enthralling me these days, and it seems the world's caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it's likely on many of your radars too. Exciting or nerve-wracking—depends on which w…

1
One of The Biggest Mistakes Made Today Is Confusing Inertia With Loyalty 32:45

5M ago32:45

32:45

During a recent discussion with a valued client, I uncovered an interesting revelation. While they were delighted with their repeat business, which they attributed to customer loyalty, a closer look at the repeat business statistics painted a different picture. What I observed wasn't a steadfast commitment from their customers; rather, it appeared …

1
Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience? 30:58

5M ago30:58

30:58

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience? I often say, "None of us are as clever as all of us." However, sayings are more useful when they can spur action. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to sh…

1
How do I get the whole organization to truly embrace the customer? 33:11

5M ago33:11

33:11

My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped. When my client shared this with me on a recent call, I was neither surprised nor perplexed about what was going on with them. Getting the whole organization to embrace the customer requires more th…

1
How 'Regret' is The Most Powerful Tool in a Marketers Armory 29:32

5M ago29:32

29:32

Regret is a powerful emotion. One might not think it has a place in a marketer’s messaging toolbox. However, you might be surprised to learn that in addition to being a powerful emotion, it can also be a powerful tool. The reason we regret things depends on the situation. We can regret a purchase we made. We can regret a purchase we didn’t, too. Wh…

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Ep. 224: Conny Kalcher | Stackable Strategies: Adapting an Iconic Toymaker’s Customer-Centricity to Zurich Insurance 36:44

5M ago36:44

36:44

From reshaping the playful culture of a global toy company to cracking the customer-centricity code at Zurich Insurance, how did Conny Kalcher manage the leap? Conny Kalcher, now the group chief customer officer at Zurich Insurance, has a rich history of pioneering customer-centric transformations. Conny introduced a swath of fresh perspectives and…

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