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Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier an ...
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Whiskey and a Map: Stories of Adventure and Exploration as told by those who lived them.
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Whiskey and a Map: Stories of Adventure and Exploration as told by those who lived them.
Michael J Reinhart
Imagine yourself seated in your favorite pub. A map lying out on the old wooden table. Whiskey liberally poured into your glass. Your guest places a finger on the map and begins “there I was …” These are true stories from expeditions and adventures as told by those who lived them. Hosted by Adventure Photo-Journalist Michael J. Reinhart.
How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let's turn ideas into ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she's here t ...
What makes a 6 Star Leader? What makes a 6 Star Business? Is the 6th Star really 5 plus 1? These are the questions that we answer through our conversations with guests who are driven by a purpose bigger than themselves and have a desire to reach more people. Our guests are successful business owners, entrepreneurs and passionate professionals who always aspire to evolve, improve, and better themselves and the lives of those they impact. Most often they put the customer experience at the fore ...
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Innovating experiences with service design | Smaply podcast
The experiences of customers, patients, citizens, employees... are key to your organization’s success and therefore should be coordinated very carefully. This podcast is your go-to-place to learn about how to design human-centered services and get advice from practitioners. Read more about experience innovation on https://www.smaply.com/blog or create your own journey maps, personas and stakeholder maps on https://www.smaply.com
The Solving for B° Podcast addresses today’s biggest branding topics.
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BarcVox. The voice of enterprise business architecture and more.
My name is Bry Willis. Here you can find my thoughts on topics ranging from business transformation strategy to enterprise business architecture to transformation implementation and adoption. I view transformation through a customer experience lens to solve business challenges and leveraging technology to enable solutions. Here I share decades of my experience in corporate and management consulting contexts, from my beginnings as a technologist through to my time as a consultant and advisor. ...
The adventure cycling and bikepacking podcast. Join us as we travel the length and breadth of the UK, seeking out the very best off road riding in the wild and wonderful British Isles. We’re seeking out the riders, route masters, gear designers and creatives that help us get the most out of leaving the tarmac behind. Our introductory series explores the fundamental concepts of what it means to ride off road; exploring cycling history, how new communities are being born all over the country a ...
Intevity's point of view on Digital Transformation
Welcome to TMD On the Record, a podcast where we talk about the relationship between brands and customers. Join us as we take a look at some of the challenges facing brands as they work to understand a more empowered customer… …and the empowered customers that expect and demand more from the brands they choose to be loyal to. We’ll examine what’s working and what’s not. The gap between what the relationship is and what it needs to be. And what to do about it – now, next and later. Whether yo ...
The CX Club podcast looks at the good, the bad and the ugly of the CX world... This is what you can expect over the first 30 shows: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the success ...
B2B Revenue Acceleration: The Podcast for Technology Leaders is a podcast dedicated to helping software executives stay on the cutting edge of sales and marketing in their industry. Whether you’re looking to follow emerging trends in B2B technology, learn from venture capital experts about their latest strategies, hear about pipeline and revenue acceleration tactics, or simply get more mileage out of your demand generation, this is the podcast for you. Each episode features topics like: chan ...
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Execepreneur: From Executive to Entrepreneur
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Execepreneur: From Executive to Entrepreneur
Launch & Lead
What do you do if you’re a corporate executive in your 30s, 40s or beyond, have kids, a mortgage - and have this undeniable desire to start a company? Execepreneur covers the journey from successful corporate executive to entrepreneur. We navigate the transition from accomplished corporate leader to launching, building and growing your first business. We interview successful, high growth executives that have made the leap, like Matthew Lieber from Gimlet and Startup, Gary Swart from oDesk, a ...
Welcome to The Knowledge Catalyst! In this podcast, we help small business owners accelerate their growth by using knowledge as a strategic asset. Our show is focused on discovering hidden knowledge insights small business owners and entrepreneurs can use to build stronger customer relationships, create better products, and increase profitability.
https://thephysiciansroad.com (www.thephysiciansroad.com) The TPR platform is where you create your life in medicine on your own terms. Through our 5 Paths to Happiness and Personal Fulfillment Model we provide guides, resources, tools, coaches, and events to help you construct the life you want. The 5 Paths are your Wealth, Practice, Health, Relationships, and Personal Development and we use these paths as guide posts to order our lives. Your Wealth – Are you optimizing your current monetar ...
We are a startup studio based in London. If you want to solve a big problem, we’ll help you build a business that can do it.
Renter Obsessed is a live podcast where multifamily professionals gather to learn from each other, bounce ideas, and get inspired. Email host Sydney Webber at hello@knockcrm.com to join our next conversation!
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Creative Shop Talk with Wendy Batten
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Creative Shop Talk with Wendy Batten
Wendy Batten, Creative Retail Mentor
How do I attract more customers to my store? How do I get more sales? How do I book out my shop’s events and workshops? How do I do retail marketing and social media for my store? These are the questions that creative retail business owners ask Wendy Batten, creative retail coach and mentor. Wendy works with creative shop owners all over the world and with industry leaders. Her speciality is working with creative retailers to get control over their brick and mortars to avoid burnout and over ...
Browse all our current episodes, as well as pre-register for upcoming podcasts as we’re joined by eCommerce experts spanning a variety of interesting backgrounds. Plug in at your leisure for the latest thought leadership topics for your eCommerce brand to help you keep abreast of the industry and pick up those all important marginal gains to help you continue to grow! Find out more at https://www.segmentify.com/ecommerce-growth-show
Whitehat is an Inbound Marketing Agency based in London. We work with B2B companies within the pharmaceutical & life science, technology (hardware & software), manufacturing, charity and educational sectors. These companies tend to be located within the UK or continental Europe and have an average turnover of between £5M and £100M. Their sales cycle is often 6 months or more. They typically have an active direct sales team of at least 5 people but with little or no internal marketing capability.
Welcome to The Creative Crossing - a podcast where business smarts and creative hearts come together to help take you and your business to the next level, hosted by Aaron and Breanna Robertson. The Creative Crossing is a blend of business, creativity and honestly just life. The content we cover on this show is intended to educate, inspire and encourage by giving our listeners the tools, tips, and resources they need to pave their way in their creative careers. We discuss topics around creati ...
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Solving for B°
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How Customer Journey Mapping Helps You Understand Your Audience
39:44
39:44
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Knowing your audience is half the battle when it comes to leaving a lasting impact with your brand. Customer journey mapping is one tool that can help facilitate that familiarity and keep people coming back when you understand their needs. In this episode, Chris sits with Cynthia, Laura and Jonathan to learn about some of the ways journey mapping h…
❔After we create a customer journey map, what's the next step? How should we use it?❔ When we are talking about customer journey maps, we are talking about everything from the customer's point of view - not process maps or journeys by org chart. Journey mapping can enlighten you, shift your perspective and motivate you to talk action in your organi…
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6 Star Business
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The Magic Combination of Purpose and Profit; with Akeela Davis
46:48
46:48
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When do we get to talk to a financial genius about purpose and profit? Well this week we do - and it’s with Akeela Davis, a 20-year financial advisor and current thought leader on employee and employer engagement. This conversation covers topics relevant to all sized businesses, and it’s really inspiring to hear from someone who has been focussed o…
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Creative Shop Talk with Wendy Batten
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150 Small Business Marketing (and Life) with Natalie Davison - Why Being True to Yourself Matters
55:20
55:20
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Show Notes We all get caught up in what we “should” be doing in marketing, but what if that doesn’t jive with your vision for your business? What if it doesn’t feel authentic? Today on the podcast, I’m chatting with Natalie Davison: marketing guru, multi-passionate award-winning REALTOR®, and self-proclaimed local cheerleader about just that. She a…
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The Modern Customer Podcast
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How Nationwide Makes Listening to Customer Feedback a Company-wide Priority
30:56
30:56
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The foundation of delivering a fantastic experience to customers is listening to them. How can you provide relevant and personalized experiences without understanding your customers and hearing their feedback? Nationwide Insurance is known for its customer-centricity, largely because of its company-wide focus on listening to customers and using the…
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The Modern Customer Podcast
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Betterment's VP of CX On How To Create Customer-Focused Leadership
9:21
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What does it take to build a disruptive, customer-centric company? It starts with customer-centric leaders. Digital investment company Betterment was on my list of the 100 most customer-centric companies in 2022 because of its innovative platform that combines the convenience of digital tools with the personalization of human agents. Aside from a s…
❔"Are there guidelines for how much a small firm should spend in an area like CX?"❔ In any client meeting, in any situation, you can almost always ask the question, "Yes, but how will this affect the budget?" Especially if you are a small business or in a growth stage, budgets and goals are very important. Our host, Jeannie Walters, CCXP, is ready …
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6 Star Business
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Why Your Intention for Being in Business Is So Critical; with Pascal Vida
1:04:20
1:04:20
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In this episode we met with a man who has reinvented himself a number of times and learnt so much from his journey of being an entrepreneur. There was so much to take from this! He is heart-centred, wise, self-aware, and deliberate about his reasons for being in business. His approach is calm, and focussed on our collective humanity; therefore livi…
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Creative Shop Talk with Wendy Batten
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149. Retailer Success Stories: How Two Friends Turned a Creative Hobby into a Successful Retail Business Partnership with Susan Mocker & Devon Cretella
42:19
42:19
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Show Notes I often get asked my thoughts on going into business with friends and honestly, I have seen it succeed and I’ve seen it go sideways. Today, we are going to focus on the good. I’m interviewing Susan Mocker and Devon Cretella, owners of Extending Grace, a home decor shop in Hubbard, Ohio. They are sharing partnership advice and what worked…
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B2B Revenue Acceleration
1
The 30/60/90-Day Plan of a New Marketing Leader
42:45
42:45
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It’s said that preparation is key to success, and this is particularly true when you’re transitioning into a brand-new role. Preparation comes in many different forms, but the 30/60/90-Day Plan method is becoming increasingly popular among marketing leaders. This strategy assists in setting measurable goals, allowing you to lay the foundations for …
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The Modern Customer Podcast
1
Overcome Customer Indecision With Bestselling Sales Author Matthew Dixon
37:09
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What’s one of the biggest challenges of securing a sale? It’s not rejection--it’s indecisive customers. Customer indecision is everywhere, from B2B buyers making big purchases to customers shopping for clothes online. And it’s become even more evident as global and economic conditions become more uncertain. According to best-selling sales author Ma…
❔If we align our customer experience to the goals and ambitions of the business, where do our customers fit into the strategy?❔ Customer experience is exciting! Yet, when we start approaching customer experience thinking solely about making customers happy, we often don't know where to invest our time, resources, and efforts in the right ways. Of c…
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6 Star Business
1
How to Master Ourselves for the Best in Life; with Anne Trager
59:49
59:49
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What is balance really? We all have a different definition of what it means to us, and that’s exactly what our guest Anne Trager talks about in this episode. She’s bringing light to the need for us to focus on our individual styles and recipes for energy and balance in order to create the best performance for ourselves and in our business. She's on…
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Creative Shop Talk with Wendy Batten
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148. Four Things Every Retailer Should Do Before Signing a Lease
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Show Notes It’s easy for us as passionate retailers to quickly fall in love with the “perfect” space and location, but how do we know it’s the right business move? In this episode, I’ll talk you through four things you need to know and do before signing a lease for your retail business. As a retail coach and the daughter of a father who was a retai…
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Whiskey and a Map: Stories of Adventure and Exploration as told by those who lived them.
1
Matthew Marriott. Carrying on the legacy of British Exploration.
42:20
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Matthew Marriott is a British explorer, researcher and geographer. He is a fellow of the Royal Geographic society and a fellow of the Royal Asiatic Society. His expeditions include walking across the Queensland, Australia tropical rain forest area, documenting the Cassowary and learning about the Djiru Aboriginal people and language. He traversed a…
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The Modern Customer Podcast
1
Connecting with New and Changing Customers: Lessons from the Del Monte Foods CMO
27:36
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How do you reinvigorate a 135-year-old brand to connect with new and changing customers? That’s the question faced by Bibie Wu, CMO of Del Monte Foods. Customers have changed drastically in the last few years, especially in the food industry. Even with changing trends, Del Monte stays grounded in the goodness of fruits and vegetables. In fact, with…
❔Is it possible for a company to work on both customer experience and employee experience at the same time?❔ One of Jeannie's core beliefs is that you can't authentically deliver a great customer experience without aligning that experience with your employee experience. Sometimes, Human Resource teams, departments and leaders are focused on process…
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6 Star Business
1
Giving the Gift of Time; with Le-an Lai Lacaba
55:10
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In this episode I met with an inspirational young lady who has a BHAG to impact 1 million Filipinos, by empowering them to become virtual assistants and help more entrepreneurs work from home. In her young years she has already overcome some big personal challenges and gone on to publish a book and set up a company that’s attracted a prestigious aw…
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Creative Shop Talk with Wendy Batten
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147. How to Reframe Your Mindset on Competition
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29:43
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Show Notes They say success is 80% mindset, but what happens when factors outside of your control (in this episode we will talk specifically about competition) leave you feeling defeated? How can you get your mindset back to good? In this episode, I’m going to talk you through how performing a SWOT Test on your brand and business can help you refra…
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B2B Revenue Acceleration
1
Everything You Need To Know About B2B Influencer Marketing
27:55
27:55
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When people think of influencer marketing, their mind typically turns to social media stars promoting B2C brands on Instagram and TikTok. Yet, this modern marketing style is more common in the B2B industry than you may think, and is incredibly effective at boosting positive brand awareness. After all, people don’t just trust companies anymore – the…
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The Modern Customer Podcast
1
6 Forces to Navigate the Changing Retail Industry
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Looking at the consumer industry, it’s clear that things are changing. But what does that mean for businesses, and how can they navigate these uncharted waters? Kasey Lobaugh, Chief Innovation Officer for Deloitte’s Consumer Industry, discusses 100 topics the six forces critical to navigating the next decade of change in retail. Blake Morgan is a c…
❔How do we link all the areas in our organization together for a better customer experience? How do we really become customer-centric? ❔ When discussing customer experience, we often start with tactics (surveys, data collection, etc.) and don't connect them to the big picture. When customer experience is not connected to the organization as a whole…
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6 Star Business
1
Breaking the Mould of an Entrepreneur - Part 1; with Dean Mercado
1:39:50
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In today’s episode we spoke with Dean Mercado, a father, author, speaker, entrepreneur and enthusiastic New Yorker who’s on a mission to empower small business owners worldwide. He isn’t afraid to speak about the tough subjects and he goes where not many have gone before. What we loved most about this conversation was his authenticity and awareness…
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Creative Shop Talk with Wendy Batten
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146. Why Industry Trade Shows are Valuable for You and Your Retail Business with Darrin Stern
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Show Notes It’s easy to get bogged down in the day-to-day duties of running your business within the four walls of your shop. In this episode, my guest Darrin Stern and I will shine a light on the value and benefits of attending trade shows. Darrin is the Show Director of the h+h americas trade show, a brand extension of a long-running show h+h Col…
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The Modern Customer Podcast
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What Gets Measured Gets Managed: CX Metrics Insights from Petco’s Chief Customer Officer
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Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success. The challenge, like many other companies, is knowing which metrics to prioritize and measure. Chief Customer Officer Darren MacDonald believes that what gets measured gets …
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Experience Action
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Customer Experience (CX) Examples in Evolving Industries
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Let's get into some real-life examples of customer experience (CX) improvements in action! This week we're focusing on a couple of constantly evolving industries: air travel and consumer packaged goods (CPG). Even if you are not in these industries, you can use these examples as inspiration to generate your own ideas. Let's learn from each other! I…
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6 Star Business
1
Creating Resilient Countries for a Better World; with Kelly Culver
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What a wonderful conversation this was with Kelly Culver: a leader of innovation and change, and an activist for resilience as our pathway to sustainability. This conversation took us to another level of thinking: it lifted us up from the minutia of our daily problems and flew above the world looking at life, purpose, meaning and how we can impact …
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Creative Shop Talk with Wendy Batten
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145. How to Market Promotional Events in your Retail Shop
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Show Notes Now that you know how to plan successful events and promotions, you need to market them with intention to ensure customers show up. In this episode, I share intentional marketing tips and ideas that will help you meet the goals you set for your event. (HINT: It’s more than just setting up a Facebook event, and calling it a day!) A few ma…
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B2B Revenue Acceleration
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How to Create Breakthrough CX Strategies to Increase Sales and Profitability
39:05
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Business leaders across the board have realized the benefits of putting customers first in their strategies, with customer experience (CX) becoming a focal point for many organizations. Great customer experience is critical to your business' success. After all, a happy customer is one that will not only stay loyal but promote your business to their…
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The Modern Customer Podcast
1
Measuring The Success of Our Relationships (And Not Lying About It)
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At the heart of customer experience is building relationships with our customers. But the business side also means tracking those relationships and not lying about them. We can't expect to have a healthy and productive relationship with customers, employees, and investors if we aren't honest about what it's like for our customers. Blake Morgan is a…
This week's question comes to us from a Customer Experience challenge one of our listeners faced. They piloted an enhancement customers wanted, but it never really turned out to be possible for the organization. So, how do they communicate those results to their customers in a way that says, "I heard you, we tried, but it's not going to work out." …
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6 Star Business
1
The Martial Arts of Creating Your Successful Life; with Francois Lupien
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This is one vibrant and happy episode. Seriously! Talking with Francois was like taking a shower of positivity and regeneration of thoughts; resetting me back to a place of possibility in all ways. Francois talked to us about many things that he sees as the most important ingredients to living a fulfilled, happy and successful life. Many things tha…
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Creative Shop Talk with Wendy Batten
1
144. How to Create a Customer Journey Map
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Show Notes You’ve spent so much time curating an amazing brand, so now what? It’s important that your customers are having the beautiful experience in your dream shop that you intend for them, so creating a customer journey map can ensure that you are doing all you can to achieve that goal. Key Touchpoints to Focus On in Your Customer’s Journey Map…
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The Knowledge Catalyst
1
Customer Personas: How To Attract New Customers To Your Business | Ep. 11
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Getting new customers is essential to the growth and profitability of any business. You can create customer personas that accurately reflect your ideal client by having a thorough understanding of the needs, pain points, and interests of your target audience. After gathering this data, you can utilize it to establish marketing strategies that are s…
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The Modern Customer Podcast
1
Listen To Build-A-Bear’s CEO Talk About Her Customer Experience Strategy
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Build-A-Bear Workshop is known for its unique and immersive in-store experience. As the name implies, customers get to build their own bear or fuzzy friend from start to finish, even filling it with stuffing, adding a heart, and giving it a name. That great experience doesn’t happen by accident and isn’t something the CEO takes for granted. Blake M…
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Experience Action
1
Top 10 Ways Customer Experience (CX) Makes a Better World
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We have a special edition this week to celebrate our tenth episode. Thank you for listening and for asking great questions! In this episode, we're presenting the top ten ways Customer Experience (CX) makes a better world, which relates directly to Jeannie's mission To Create Fewer Ruined Days for Customers™. Tune in for the countdown! Resources Men…
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6 Star Business
1
How to Be More Human in Business; with Remeny Armitage
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Today’s episode is another special one, as I sat down with Remeny Armitage, founder of Brilliant and Human, and an advocate for bringing more humanity back into business. She helps businesses understand their customers better, and as a result she creates greater and deeper relationships between the and their customers whilst helping to close the ga…
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Creative Shop Talk with Wendy Batten
1
143. How to Plan and Host Successful Events and Promotions in Your Shop
24:23
24:23
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Show Notes If you want to drive traffic into your store, simply putting a storewide discount on your products isn’t the way to do it anymore. There is a better way and it starts with planning. Planning is the key to running successful marketing events and promotions. It will enhance your event’s “game plan,” it will build your confidence, and it wi…
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B2B Revenue Acceleration
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Mental Health in Sales: Preventing Burnout in the Workplace
21:40
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People in sales are ten times more likely to struggle with their mental health, leading to burnout and chronic stress. For managers, this means not just recognizing mental decline when it happens to their employees, but also handling it in a constructive manner. It's easy to overlook or misread the signs of burnout and chronic stress, yet these con…
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Whiskey and a Map: Stories of Adventure and Exploration as told by those who lived them.
1
James Dorsey: Mongolian shamans, tribal customs of Papua New Guinea and the witch markets of South America
44:02
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James Dorsey returns with more stories from his lifetime of adventure. James talks about his trip through China encountering Mongolian shaman and the stone carvings of Genghis Khan. He then takes us south to the island of Papua New Guinea and his encounter with the infamous tribe known as the mud men. From there to the witch markets of South Americ…
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The Modern Customer Podcast
1
The Business Case for CX: How to Make it a Priority in Your Organization
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To people in the trenches every day, the impact a positive customer experience has on the bottom line is clear. But proving that business case to executives and other teams is a common challenge for CX teams. Diane O’Hara, SVP of Customer Advocacy and Insights at CVS Health, represents the consumer at the table of a Fortune 4 company by collecting …
❔"How do you define value creation from customer experience?"❔ This is a multi-million dollar question depending on the industry that you are in and the organization that you are talking about. This is something that plagues Customer Experience (CX) leadership and management: when people start asking, "Is customer experience, you know, worth it?" C…
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6 Star Business
1
The Journey of Striving for 6 Star; with Stephen Sandor
55:09
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In this episode I met with Stephen Sandor, a fellow co-host of the podcast and member of the 6 Star Community. Talking with Steve is always an adventure, as he brings an openness and genuine desire to evolve and ‘do things differently’ to life and everyday situations. Here’s a summary of what we discussed: 04:05 - falling into his purpose 16:43 - t…
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Creative Shop Talk with Wendy Batten
1
142. How to Make Real Progress in Your Business with Guest Expert Richard Ralston
38:10
38:10
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Show Notes If we want to make real progress, we need to stop setting more goals. I am thrilled to introduce you to a new way to think of progress with my good friend and fellow coach, Richard Ralston. Richard has been a coach/mentor for 30+ years and focuses on helping his clients realize their full potential and make true progress on their goals. …
In this segment, I share some thoughts on Agile's self-organising teams. Follow along on BarcVox.com, where you can also find related content. Transcript available for this segment: http://barcvox.com/2023/01/24/agile-self-organising-teams/ --- Send in a voice message: https://anchor.fm/barcvox/message…
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The Modern Customer Podcast
1
TrueCar's Approach to Digital Customer Journey Mapping
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Most customers don’t come into the car buying process knowing exactly what they want. In fact, many customers find the experience overwhelming and nerve-wracking. Easing those fears and delivering a personalized and convenient experience starts with knowing where customers are on their journey. That’s where detailed customer journey mapping comes i…
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Experience Action
1
Characteristics of Great Customer Experience (CX)
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❔"What are the main characteristics that make up a good customer experience?"❔ This question could be answered in a multitude of ways because Customer Experience (CX) is complex. When we talk about CX, there are many different parts. It needs to factor in the end-to-end customer journey, every single interaction, including moments when customers fe…
In this segment, I rant about the use and misuse of story points within the Agile framework. Follow along on BarcVox.com, where you can also find related content. Transcript available for this segment: http://barcvox.com/2023/01/24/whats-the-story-morning-glory/ --- Send in a voice message: https://anchor.fm/barcvox/message…
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6 Star Business
1
When Constant Pain Helps Find Ones Purpose; with Shanice Green
56:53
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This is an episode that brought me to tears. They were tears of gratitude, hope, and joy - brought about through the courage of this remarkable young woman, Shanice Green. She has lived her life in constant pain, had 19 surgeries to date, and lives in a wheelchair as a single mother of 2 children. Her journey is one that isn't sad, but is inspirati…
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Creative Shop Talk with Wendy Batten
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141. Are You Running the Store of Your Dreams?
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18:59
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Show Notes Are you running the store that you dreamed of?We all had a dream when we were that what our shop would be and look like, right? We were meticulous and we carefully curated our shop to create that dream. But things change and evolve over time. I often see two things happen: Creep sets in - Simply put, things get off track and bad habits a…
