The Customer Experience Podcast
The Customer Experience Podcast

Episode · 2 years ago

What You Can Expect from The Customer Experience Podcast w/ Ethan Beute

ABOUT THIS EPISODE

At the center of everything, at the core of your business, what is the most important metric that your business can measure? 

The customer experience.

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 ethen but hello, and welcome to the customer experience podcastwe're here today with Ethan bute host of this show. My name is Jordan, Alfredand I'm one of the producers of the show, and today I'll be talking toEtida what you the listener can expect from this podcast. Even at this point,you've recorded over a hundred and seventy five episodes and have spokento various sales, marketing and customer success leaders about the lastgreat differentiator of any company, the customer experience. So what canyou tell us about the most important thing you and listeners have learnedthis far. It has been such a joy to be...

...this deep. In these conversations, mywhole goal from the outset was to create more understanding across this.Some people will call it a revenue team. Other people will call it a customerteam. You know sales marketing customer success, even in a healthy culture, wecan get a little bit siled. So I wanted to open up this conversation for sharedunderstanding across all these teams and functions, because each of us Icame up as a marketer, each of us kind of sees the customer. A different waywere may be measured against the customer in the customer relationship adifferent way, and so how do we create this mutual understanding, all in favorof the customer? And so it's been really fun to do and I'd say one of thebiggest takeaways. I ask every single guest, the exact same question: to openthe conversation and that's you know, would you please define customerexperience when I say customer experience? What does that mean to youand it's been interesting over these episodes, and I look forward tocontinuing to do the same is to see...

...where all of these tend to overlap, andI think we all acknowledge that there's a mechanical component to customerexperience, you the touch points and the moments, the matter and all of that,but the essence of it is how we make people feel what is that emotionalresidence that we leave with people with each interaction, whether it'swith one of our people or with our website or with a physical, tangibleproduct or whatever the case may be, and so I think, if we can keep that inmind how we make people feel at each moment we're going to be set up forsuccess. Amazing, amazing, so ethen. How is this show different than anyother podcast focused on C x? I'll, be honest there only a couple of CXrelated podcasts, I listen to so I am generalizing here a bit but to thespirit of the question I would say this: Isn't the CX architect show this? Isn'tthe CS? CX Strategy Show this: Isn't a hardcore CX show for CX practitioners.This is an open conversation, because...

...this is another sub question. I ask isa follow up to defining customer experience. It's do you prefer this tobe treated as an Etho sort of this overwhelming thing that everyone isresponsible for a cultural component of how we operate our entire business. Ordo you prefer to see it? You know in a title or with a team, you know asanother functional team- and you know I've had various answers on that. Ingeneral, though, a lot of people are leaning toward the former, and so Iwant everyone, no matter their seat, whether they have a cx title or not tofeel like they can have a healthy understanding and a healthy approach tocustomer experience, because at some level it really becomes everyone'sresponsibility. Absolutely here we are, you know, talking about everybodyowning a rock or everybody kind of having some ownership in the company,and so I love what you're doing here, and it's kind of kind of portrayingthat so when someone listens to the show were a few things that youabsolutely want them to take away. I...

...want them to understand how differentpeople in different rules and different types of companies view the customerunderstand the customer, how they work with their fellow team members acrossother functions within their organizations. I always reach forstories. I always try to get some tactical and practical things as well,although certainly if you listen to I'll just make up a number fourteen orsixteen or twenty episodes, you'll find some that are highly theoretical orphilosophical, but for the most part we try to keep it pretty, grounded prettyreal and pretty approachable for anyone. No matter your level of experience inan organization whether you're, a frontline, say, customer care manageror a bd, or something like that, or whether you're a chief revenue officer,perhaps company founder, maybe even a president or CEO, and we want this tobe for everyone to because again, if we're all going to share someresponsibility for leaving our customers at every touch point with apositive motinal residence, something...

...that drives their memory and drivestheir motivation in the future, then everyone needs to understand it from ashared in common perspective and so we're talking to all kinds of peopleand the show is for all kinds of people awesome. So, lastly, if the audiencewants to connect with you, where should they reach out to a couple things?First, all of these episodes we put up at Bomboma's bomb, Bombo podcast. So inaddition to going to apple podcast spotify, wherever else you might listenand checking the show out there, you can go there and we do short write ups.We do video highlights and we of course have the full embedded audio there too.So that's a good fun place to browse in, and it may be even take some of theseconversations farther by meeting the people a little bit through video andseeing some of the links to the different things that we talk about inthe conversations as for me personally last name is felled be ute, so it'sEthan bute. I welcome direct connections on Linkedin and you caneven email me. It's Ethan Ethan at...

...bomboost amazing. Well again, we'vebeen talking to Ethan Baute host of the customer experience podcast thinks somuch ethen talk to you assume sounds good one of the most impactful thingsyou can do to improve customer experience and employee experience isto include some video messages in your daily digital communication. Explainthings more clearly convey the writing, motion and tone save time by talking,instead of typing prevent those unnecessary meetings. There are so manybenefits to using simple videos and screen recordings and Bombombay easy inemail, Lindon or slack messages from Gmail Outlook, sales force, outreach orZem desk learn how bombum can help you and your team with clear communication,human connection and higher conversion, because Bombon today, thanks forlistening to the customer experience, podcast remember the single mostimportant thing you can do today is to...

...create and deliver a better experiencefor your customers, continue learning the latest strategies and tactics bysubscribing right now in your favorite podcast player, or visit Bom Bombopodcast t t.

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