Najlepsze podcasty z kategorii: Customer Growth (2024)

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The Surprising Truth About Economic Decision-Making: Why Your Logic Might be Flawed. Masterclass Part 5: Unlocking the Psychology of Customer Experience 29:25

6d ago29:25

29:25

Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fifth in a series of eight, explores economic biases and how they create flaws in our decision-making logic. For example, one key bias discussed is the Sun…

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Ep. 235: Jon Freier | From Near Death to NPS Disrupter: T-Mobile’s Journey to Customer Leadership 35:34

8d ago35:34

35:34

Episode 235: In 2012, T-Mobile lost nearly two million customers. Its revenue fell precipitously. Its situation seemed hopeless. Then came a new CEO with an audacious plan and a penchant for F-bombs. Jon Freier, president of T-Mobile’s US Consumer Group, joins host Rob Markey to share his firsthand account of the remarkable corporate turnaround. Jo…

1
Scaling a Franchise, Brick and Mortar vs. Ecommerce, and Much More with Erin Casey Wolf, Co-Franchisor of Bella Bridesmaids 50:13

10d ago50:13

50:13

Join us today for an inspiring session with Erin Casey Wolf, co-franchisor of Bella Bridesmaids. Erin shares the story of Bella Bridesmaids' humble beginnings, which started from a less-than-ideal shopping experience for her own wedding and has grown into a trusted name in the bridal industry. Erin discusses how Bella Bridesmaids has expanded into …

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Is Surge Pricing a Game-Changer or Deal-Breaker for Customers? 30:28

13d ago30:28

30:28

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they're being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on…

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Your Mood Has a Massive Effect on Your Decision Making. Here’s why. 31:21

20d ago31:21

31:21

Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes. Today's discussion highlights why understanding the customer’s mood and managing customer emotions helps you achi…

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Acquiring Your First $1,000 in Ecommerce Sales with Greg Rollett, Head of Brand Growth at Grommet 39:07

25d ago39:07

39:07

Today, we're talking early-stage customer acquisition with Greg Rollett, the Head of Brand Growth at Grommet. We talk through Greg's entrepreneurial journey, exploring his early ventures from starting a record label to his significant contributions in the digital marketing space. Greg shares his experiences and strategies around customer acquisitio…

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The AI Race Is On! Get Ahead By Avoiding These Surprisingly Simple Mistakes 35:22

28d ago35:22

35:22

This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it's challenging to understand how AI fits into the broader tech stack and business systems. In today’s epis…

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Proven Strategies to Harness Social Influence for Increased Customer Sales 32:56

1M ago32:56

32:56

A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influence our behavior. Understanding these theoretical dynamics is practical, empowering you to design effective Customer Experiences. Robert Cialdini's rese…

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Building a Community-Driven Business with Jason Sealand, Founder & CEO of Mad Viking Beard 37:16

1M ago37:16

37:16

Today, join us for an enlightening conversation with Jason Sealand, founder and CEO of Mad Viking Beard, as we explore the unique origins and entrepreneurial journey of the company. Jason shares captivating stories about the brand's inception, inspired by his great-grandfather, a Swedish immigrant known as 'the Mad Viking.' Discover how a simple be…

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Big Mistake: Making AI Your Autopilot Rather Than Your Co-Pilot in Your CX 31:04

1M ago31:04

31:04

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization's customer-centricity. The subject of today’s episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluagent shared his thoughts on Quality Ass…

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Ep. 234: Naiara De León & Madison Dyal Anderson | All Customers Just Want to Belong: What Defines an Inclusive Retail Experience? 32:17

1M ago32:17

32:17

Why do some retailers excel at creating a welcoming environment for a diverse customer base while others fall short? Bain & Company's Naiara De León and Madison Dyal Anderson discuss their research on how companies that excel in customer advocacy and inclusion consistently outperform their peers by a staggering 10 percentage points annually. Beyond…

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Email Segmentation with George Kapernaros, Owner of YOCTO Agency 36:00

2M ago36:00

36:00

Today, we're delving into the world of email marketing with George Kapernaros, the founder of YOCTO Agency. George shares insights on email segmentation, workflows for different customer segments, common mistakes in email marketing, and recommendations for building effective email campaigns. Looking to connect with George? Visit the YOCTO Agency we…

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How Memories Build Lasting Customer Relationships 29:41

2M ago29:41

29:41

A Master Class Part 2: Unlocking the Psychology of Customer Experience In this episode, we continue exploring the psychology behind Customer Experience, focusing on the role of memory. Customer loyalty hinges on how memories are formed and retained. Therefore, understanding memory formation is crucial for designing impactful experiences. Memory for…

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Why Customers Make Instant Decisions And How To Effect it 29:51

2M ago29:51

29:51

A Master Class: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on wh…

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Ep. 233: Eckhart Boehme | Uncovering Hidden Customer Needs: The Power of Jobs to Be Done 33:48

2M ago33:48

33:48

What if the key to creating truly innovative products and solutions lies at least as much in uncovering the deep emotional and attitudinal needs of your customers as in mastering technology? Eckhart Boehme, founder and managing director of Unipro Solutions, shares his approach to putting Clayton Christensen’s Jobs to Be Done framework into practica…

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How to Use Psychology to Build Customer Loyalty That Creates ROI 30:52

2M ago30:52

30:52

In this episode, Colin and Ryan tackle a listener's question about the psychology of customer loyalty, delving into its emotional and relational aspects. Loyalty, they explain, goes beyond mere repetition of behavior; it is rooted in deep emotional attachment and often requires sacrifice. Drawing parallels to personal experiences, such as loyalty t…

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

2M 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…

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

2M 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…

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

2M ago29:37

29:37

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 attractive insurance policies. As a result, Matt anticipates a shift in customer-company power dynam…

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

3M 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 …

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

3M 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…

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

3M 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…

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

3M 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…

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

3M 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…

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

3M 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…

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

3M 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…

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

3M 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…

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

3M 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…

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

4M 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…

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

4M 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…

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

4M 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…

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

4M 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…

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

4M 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…

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

4M 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…

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

4M 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…

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

4M 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…

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

4M 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…

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

4M 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…

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

5M 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…

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

5M 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

5M 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 …

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