The Customer Experience Podcast
The Customer Experience Podcast

Episode · 2 years ago

27. 4 Emerging CX Themes on The Customer Experience Podcast w/ Ethan Beute


If you’re a follower of The Customer Experience Podcast, you may have started to notice a handful of common themes surfacing.

Themes - of course - that have to do with providing great customer experience.

Plus, themes that also transcend the business world.

Host Ethan Beute expounds on the 4 major themes we’ve uncovered on The CX Podcast. This episode covers brand experience, the relationship between humans and tech, and more.

Recruiting hiring and onboarding andthen equipping and training and developing and investing in ouremployees is an investment in our customers. Ultimately, the single most important thing you cando today is to create and deliver a better experience for your customers,learn how sales marketing and customer success experts create internalalignment, achieved desired outcomes and exceed customer expectations in apersonal and human way. This is the customer experience podcast. Here'syour host, Eth and Baute. Welcome back to the customer experiencepodcast. My name is Ethan Bute. I am your host and, in this short episodewe're going to run through four consistent themes that have emerged inall of the customer experience conversations we've had so far. Everyweek we release a new conversation with founders and executives or salesmarketing and customer success...

...professionals, all with one goalfiguring out how the best in the business are creating and deliveringbetter experiences for their customers. Today, it's the single most importantthing. We can do as individuals teams and is organizations it's our mostimportant job, and yet, when you walk it out, you start to see immediatelythat the customer experience is made up of every touchpoint with our companywith our people with our product with our service, with our website with ourmobile AP with our collateral with any direct mail. We might be doing with ourtrade showbooth and the representatives that are staffing. The booth all ofthese pieces add up to an experience to the thoughts and feelings that wereleft with that roll up into the stories that customers may tell positive ornegative about us and their experience with us. We've released more than twodozen episodes with so many great guests, so many that I'm not going totry to name them all. You can see them... checking out the customer experiencepodcast in itunes or apple podcasts in Google, podcast or Google play inspotify, or you can check them all out in our blog at bombamcom forwardpodcast. When you listen to a handful ofepisodes, you're going to recognize one or more of these themes and the firstone is the relationship between brand and customer experience, and I'vealready alluded to it. I've had a couple branding experts on and folks ina variety of positions. Talk about this relationship at this point, I'm of themind that the two can be used, synonymously brand experience andcustomer experience are basically the same because they're both theresponsibility of every single team, member and they're, both made up of thethoughts and the feelings that roll into stories that people tell about us.They roll up into online reviews and word of mouth but they're, based in allof our interactions and the thoughts...

...and the feelings that result from those. The second big idea is the relationshipbetween customer experience and employee experience. I had thatconversation with a number of people, but the two that come to minor episode,Fourteen with Samanthastone and episode, Seventeen with Jonathan Bolton. Inaddition, as a guest host of the be to be growth, show, I did an episodemyself on the Service Prophet chain that proves out the causol links fromemployee experience to customer experience and ultimately to retentionand Revenue Growth. If you visit Bombomcom, forrd podcast I'll, be sureto add a link into the blog post to that episode on the BTB growth showI'll also add a link to a great writeup in Harvard Business Review about thattopic. The quick take is that recruiting hiring and onboarding andthen equiping and training and developing and investing in ouremployees is an investment in our...

...customers. Ultimately, that a positiveemployee experience has the natural outcome of a great customer experienceas well. So as you listen to the podcast you'll hear, of course, Afhoucustomer experience, but you'll also hear about employee experience and howto improve that and the relationship between CX and ex. The third theme isthe relationship between the human and technology. When do we make humantouches, and when do we make tech touches? Are We overautomated and ifsowhere, where are the lines between automation and artificial intelligenceand machine learning? When do we personalize with automatically sluggedin variable data, and when do we get truly personal with something like aone? Do one video we talk about this theme between the human and the machineand a marketing context in a sales context and, of course, in a CS contextas well and I've had that conversation with a number of guests. It naturallyemerges it's very important, not just... business culture, but also inpopular culture at large, and so, as you listen to the customer experiencepodcast. This is one of the themes that runs through many of the conversationswere having the fourth and final theme. Here is a big one. It transcendscustomer experience, but has a significant impact on it, and this is achange. That's happened over the past twenty years, or so company controlover expectations and choices and channels of communication. All of thatcontrol has shifted away from the company toward the customer. Thecustomer now dictates all of these things and that's why customerexperience remains one of our last and best differentiators. Several guestshave spoken to this theme, most recently Brian Gilman, a vonnage onepisode, twenty five prior to that David cancel. That was a major theme inepisode. Nineteen he's the founder and...

CEO of drift, and this shift was atheme throughout that entire episode. But the conversation started here onthe podcast back and episode four with Joseph Jaffey, who recently releasedbuilt to suck the demise of the corporation and how to save it reallygreat book and one that really illustrates the shift toward customercontrol. There is so much here for you, I hope you're enjoying it. I know I donow. The podcast format is an interesting one. You put these episodesout and you're, not quite sure, who's. Listening UNM, like so many otherchannels, there's not a lot of feedback here. So please reach out email me EtenEthan at Bombamcom. That's just the word bomb twice: Ethen Ethan at BombBombcom or hit me up on linked in you can find me as Ethan bute again Ethanbe ute. I'd love to connect with you. Who Are you? What dare you do every day?What does success? Look like what...

...general feedback do you have about thecustomer experience podcast. Do you have a favorite episode? Is theresomething you'd like to see more or less of I would love to hear from you.I hope you've been enjoying the podcast as much as I have, if you're not yetsubscribed. Please do so in your favorite player and if you'd like tosee video clips and get overviews of these episodes again, you can scrollthrough all of them. It's all there for you when you visit Bombamcom podcast,thanks again for listening, clear communication, human connection,higher conversion. These are just some of the benefits of adding video to themessages your sending every day. It's easy to do with just a little guidance,so pick up the official book, Rehumanize Your Business, how personalvideos, accelerate sales and improve customer experience learn more in ordertoday. At bombamcom book, that's Bo Mb vombcom buck. Thanks for listening tothe customer experience. PODCAST...

...remember. The single most importantthing you can do today is to create and deliver a better experience for yourcustomers, continue. Learning the latest strategies and tactics bysubscribing right now in your favorite podcast player, or visit Bombomcompodcast.

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