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Sometimes, we get it backwards.

We focus on our KPIs, or what we think the customer needs or wants. We deliver on our expectations, … and then the customer leaves. Because we missed their desired outcome.

How do we become masters of achieving the desired outcome?

There’s no one better to discuss this issue than Jonathan Bolton, our Sr. VP of Operations here at BombBomb. Jonathan nearly single-handedly scaled our customer success organization from a solo act to a 30-person entity, creating amazing customer experiences every step of the way.

He jumped on this episode of The Customer Experience Podcast, and we had an in-depth conversation about ensuring every customer experience is achieving the goals it should.

The Customer Experience Podcast

Episode · 3 years ago

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Episode · 3 years ago

17. The Best Customer Experience Delivers an Appropriate Experience w/ Jonathan Bolton

ABOUT THIS EPISODE

Sometimes, we get it backwards.

We focus on our KPIs, or what we think the customer needs or wants. We deliver on our expectations, … and then the customer leaves. Because we missed their desired outcome.

How do we become masters of achieving the desired outcome?

He jumped on this episode of The Customer Experience Podcast, and we had an in-depth conversation about ensuring every customer experience is achieving the goals it should.

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Episodes (207)

Episode · 3 years ago

6. Be a Problem-Solver, Not a Seller w/ Steve Pacinelli

How do you get people to pay attention to your message?

Whether you’re selling to a customer online or speaking in front of a live audience, you need to create a shared belief about what the other person will be getting out of it.

To deep dive into that concept, I spoke with Steve Pacinelli, the CMO at BombBomb who is my co-author of our book Rehumanize Your Business: How Personal Videos Accelerate Sales and Improve Customer Experience.

Here are some highlights of what we discussed.

Customer Experience as the Exploration of a Shared Belief
Enthusiasm Is Contagious
Making Yourself Valuable to Your Audience
Keep Your Audience Interested
Little Things That Make a Big Difference

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Episode · 3 years ago

5. The Holy Grail of Connecting With Customers w/ Ann Handley

Your content IS your customer experience.

So says the queen of content marketing, Ann Handley, Chief Content Officer of MarketingProfs and author of the best-selling Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business.

Listen to learn:

Measuring your content by your brand message
The biggest improvements come from the most basic principles.
Who is your inspiration?
What brand has inspiring customer service?
Putting the content customer experience into practice

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Episode · 3 years ago

4. Will You Still Be in Business in 5, 10, 25 Years? w/ Joseph Jaffe

Businesses are just like people. They must stay healthy and agile, or watch their enterprise arteries harden through apathy and face an early death.

Charles Darwin said, “It is not the strongest of species that survives nor the most intelligent, but the one that is the most adaptable to change.”

The key to survival is transformation and reinvention.

Thus says Joseph Jaffe, the “admiral and co-founder” of The HMS Beagle, which is a strategic consultancy whose name is a nod to the exploratory ship Charles Darwin was on when he developed the theory of evolution. The HMS Beagle helps clients navigate the journey to survival because everyone is in the survival business nowadays.

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Episode · 3 years ago

3. Why Content Experiences Beat Content Marketing w/ Randy Frisch

You feel cheated.

You‘ve tried to create amazing content to win the content marketing game.

And yet your revenue hasn’t shot through the roof. Why?

The problem isn’t your content, it is how you’re putting it all together.

You need to put your content into a content experience framework according to my podcast guest Randy Frisch, who is CMO at Uberflip, a speaker, and author of F#ck Content Marketing: Focus on Content Experience to Drive Demand, Revenue & Relationships.

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Episode · 3 years ago

17. The Best Customer Experience Delivers an Appropriate Experience w/ Jonathan Bolton

ABOUT THIS EPISODE

In-Stream Audio Search

Episodes (207)