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REALLY Know Your Customer
44 minutes | Jan 24, 2022
Season #1, Episode #40: The Business Value Of Driving Customer Behavior With Howard Tiersky
Howard Tiersky, CEO and Founder of FROM, The Digital Transformation Agency has been working on big brands’ digital strategies before they were even on the internet. Over the past 30 years, Howard has become an expert in digital transformation and launched his own business 15 years ago, which now employs about 100 people. Howard shares his story about the company culture and the critical role the leadership team plays in setting the tone for the organization.FROM is solely focused on (humbly) helping their clients drive customer behavior. If you can get your customers to do what you want them to do (customer experience), you’re going to have a great business. Howard talks through the concept of how experience is what drives thoughts and feelings, and thoughts and feelings are what drive customer behavior (i.e., purchasing your product).Grab your notebook and pen before you listen into this episode that Betsy and Tony are raving about.
34 minutes | Jan 10, 2022
Episode #39: Understanding Your Company Vision And Scaling Your Business With Jacqueline Gamblin
During this episode, Jackie talks to Betsy and Tony about her unexpected path to owning a successful Information Technology solutions company. From an entry-level position where she forgot to save her work on her first day (oops), to running a company with 150 employees, Jackie has stayed laser-focused on customers. Listen in to find out three critical things business owners should consider as they launch their business. The other half of the conversation is focused on how employee (and customer) loyalty is a two-way street. JYG chose their employees and her employees chose JYG everyday by showing up to work. In a digital/remote world, face-to-face time with her employees is still an important aspect of maintaining the company culture and taking care of her #1 customers (the employees).
36 minutes | Dec 22, 2021
Season #1, Episode #38: Positive Behavior Change With Lesley Bielby
Lesley Bielby is back. She recently returned to creative marketing agency, DiMassimo Goldstein (DiGo), for the third time in her career. This time, she joins the team as Co-CEO and Chief Strategy Officer. Lesley shares her global career journey with Tony and Betsy, which includes major marketing agencies in cities like London, New York and Boston. DiGo recently redesigned their strategy to solely focus on positive behavior change in every part of their business: their clients, their employees and their culture. With this in mind, Lesley talks about having to pass on opportunities that no longer align with their mission of positive behavior change. An admittedly hard thing to do for any business. Dive into this episode as Lesley shares the “3 M’s” customer journey strategy where her team looks at every customer using the 3 M’s: motivation, momentum, and moments that matter.
42 minutes | Nov 15, 2021
Season #1, Episode #37: How One Company’s Key Differentiator Will Bring Them 10X The Brand Impact With Eddy Badrina
Betsy and Tony talk to Eddy Badrina about building his business and making a positive impact. Eddy has humbly worked his way from the George W. Bush administration to starting, selling, and buying back digital marketing agency, BuzzShift. His latest venture is leading Eden Green Technology as CEO. Prior to joining Eden Green Technology, Eddy knew he wanted his next venture to have three key components: 1. A hardware or software component, 2. Exponential impact and 3. Be a redemptive organization. To achieve this, Eddy has clearly articulated what he wants as a leader and then hired people smarter than him. He focused on Eden Green’s 10X key differentiator, a concept originally coined by Peter Thiel. What is it that his organization truly does ten times better than his competitors? Listen in to find out more.
34 minutes | Nov 8, 2021
Season #1, Episode #36: Deepening Customer Relationships By Going Beyond NPS With Chris Kuenne
On this episode, Chris Kuenne joins Betsy and Tony to share his 30+ year journey that started at Johnson & Johnson as a Franchise Marketing Director. He has since launched and sold a customer marketing business to Publicis for over $600MM. Chris also teaches a High Tech Entrepreneur course at Princeton University. His most recent stop on his entrepreneurial (and philanthropic) journey is at Rosemark, where he and his team are building quantitative personas as a method of measuring relationships between customers and brands.For most big brands, NPS is a good way to start a marketing story, but it’s just one chapter. Important decisions should not be made based on over-listening to the results from one customer (who could be unprofitable); instead, Rosemark creates a bigger picture to help tell the full story, and more importantly, predict future purchase behaviors. “This is not customer satisfaction at all costs. It’s customer satisfaction among those customers who are aligned with your brand proposition.”
41 minutes | Sep 20, 2021
Season #1, Episode #35: Understanding Customer Expectations With Nicole Glenn
Nicole Glenn joins the podcast to describe her career path from the retail industry to a passionate entrepreneur and owner of Candor Expedite, a top woman-owned business in the transportation industry. Though Nicole shares that she never felt ready to be an entrepreneur, she has truly found her passion creating positive customer experiences and an engaging company culture that includes everything from happy hours to badass thank you cards and messages. Did we mention Candor Expedite has also doubled their growth in 2021? Listen in as Nicole talks about the importance of understanding customer expectations.
48 minutes | Aug 30, 2021
Customer Centricity And Jobs To Be Done With Jay Haynes
Join us for a conversation with Jay Haynes, CEO of thrv, the first and only jobs-to-be-done product management software, which is based upon the foundational work of Clayton Christensen. At the heart of everything Jay and thrv do, is customer centricity. As humans, our goals don’t change over time. For example, the need to get from point A to point B. It’s how we use technology to accomplish the steps in between that has changed.B2B companies love to chase technology: AI, blockchain, APIs, but from Jay’s perspective, customers don’t care about the technology. They only care if the technology helps get the job done faster. Think about maps. In a very short time, we’ve gone from paper maps, to GPS, to a free phone app to get us from point A to point B. If your product takes more than pushing a button to get the job done, you should constantly ask why because you could be delivering a bad customer experience. This simple example demonstrates really knowing your customer and what they are struggling with on a daily basis.Jay also touches on moving away from the model of “shareholders over everything else” in an effort to be more customer centric, allowing customers to develop their product roadmap.
37 minutes | Aug 23, 2021
How One Company Is Changing The Customer Experience In A $200B Industry With Ed Vincent
Meet Ed Vincent, founder of festivalPass, the world's first live events subscription service across music, film, food and wine, sports, theater, tech innovation and more. Betsy Westhafer and Tony Bodoh excitedly talk about how this model changes customer experience! For a long time, concert-goers and show-watchers have been trained to be subject to crazy convenience fees and surcharges for each performance. But now, users can enjoy thousands of events locally and globally for one monthly fee.Ed talks about the desire to build a community around the $200B live event industry to make things easy, social and frictionless for his customers. While data is a huge part of their business, his approach is not something we’ve discussed on the podcast before. Ed covers four fundamentals needed to really make a marketplace successful:Root vs global densityHetero vs. homogeneous inventoryInverse Volume Price (1 high/1 low)Reason to come backHe is also generous enough to share his untraditional methods to raise capital.What does this all mean and how can it help grow your business? Listen to find out more!
38 minutes | Aug 16, 2021
Chatbots With Brains With Peter Voss
We’ve all been there. The aggravation of calling into a customer service line with a problem that you have to explain over and over again, wasting your time and energy. Even nice humans like Betsy and Tony see red during these interactions. Enter Peter Voss and AIGO. From a garage to a company of over 400 people, Peter has seen it all (and researched it all) over the past 20 years of his career in AI. AIGO is committed to creating chatbots with brains and bringing hyper-personalization into the world of AI. Think about having a dedicated concierge service that actually remembers you and any previous interactions you’ve had with them. How much time would you save as a customer? What if your organization had technology like this for your customers to deliver a better brand experience? For Peter, the answers to these questions lie in the technology at AIGO. This episode is for tech geeks and customer-focused execs alike - listen now!
28 minutes | Jul 26, 2021
Nurturing Human Connection During The Rise Of Automation With Lucas Liu
Lucas is the Co-Founder and CEO of INFI, a tech company that specializes in mobile apps, point-of-sale kiosks, and marketing services for QSR & Franchises. Lucas joined the hospitality industry in the most unexpected way – through a karaoke bar! Over the next several years, he found a way to combine two of his biggest passions of engineering and restaurants by forming INFI, where he and the INFI team could improve digitalization in the restaurant industry.The customer and the customer’s customers are at the heart of everything Lucas works on. Whether it’s mom and pop restaurants or larger franchises, most restaurants have similar opportunities and challenges. They need to be busy. They need a website presence. They need favorable reviews. Restaurants should position themselves to be Key Opinion Leaders (KOL) or local influencers if they do everything right.Lucas and INFI believe restaurants should stay focused on human elements, which includes creating great food and drinks and keeping customers coming back. If you’re looking for ways to become more than a transactional provider, this episode is a must-listen.
56 minutes | Jun 1, 2021
A Look Back And A Look Ahead With Betsy Westhafer And Tony Bodoh
Listen into this episode with two brand new guests – Betsy and Tony! As two CEOs, they dive into what has driven their careers and businesses forward. Tony’s business focuses on a bottom-up approach and Betsy’s business focuses on a top-down approach. They meet somewhere in the middle to discuss how to better engage with customers. They also explore predictions for the next 3-5 years as it relates to CEO behaviors and strategies. Don’t miss this episode of the REALLY Know Your Customer Podcast!
34 minutes | May 17, 2021
The #1 Way To Grow Your Business With Kristy Knichel
Business growth is unattainable if you don’t engage with the very people that drive it: the customers. Kristy Knichel is a 24-year veteran of the transportation and logistics industry who understands that listening to your customers is the number one way to grow your business. She is the CEO of Knichel Logistics, a WBENC-Certified Business Enterprise (national certification for women-owned businesses) with serious growth goals in the next three to five years. In this episode, she joins Betsy Westhafer and Tony Bodoh to share some customer engagement strategies that can drive your business to the next level. Kristy’s ability to roll up her sleeves during times of turmoil (such as the pandemic) has led to stronger engagement in Knichel’s workforce and within her customer base. Join her in this conversation to learn how she did that and more!
44 minutes | Apr 19, 2021
The Transformation From Customer Service To GigCX With CEO Roger Beadle
In this episode, Tony and Betsy speak with Roger Beadle, CEO and co-founder of Limitless Technology, a customer experience business dedicated to changing the way you view the traditional customer service model. Roger explains the GigCX model and the benefits of this crowd-sourcing technology that will make any CEO rethink their existing customer service roadmap.
42 minutes | Mar 8, 2021
The Business Case For Loving And Caring For Your Customers With John Boggs
Many business leaders have shifted to thinking about their teams as their customers, but that wasn’t always the case in the past. John Boggs ensures that in order to know his customers he knows his team and treats them with love and care. John is the CEO of the Brave Thinking Institute and the Director of its Business and Leadership Division. In this conversation with Betsy Westhafer and Tony Bodoh, he shares how as a leader he models behavior to help his team really embody their company’s values and deliver excellent customer experience. This conversation contains a great deal of essential information that business leaders need to know as a large portion of corporate America has been thrust into the virtual environment.
31 minutes | Nov 16, 2020
How Customer Success Is Executed In Private Equity With Sirous Wadia
One of the greatest indicators of a prosperous business is its customer success. How do you bring that into private equity? In this exciting episode, Betsy Westhafer and Tony Bodoh sit down with Sirous Wadia, the Practice Director, Customer Success at K1 Capital, to discuss that answer. Sirous talks about his career path and gives listeners a view into private equity and its relationship with portfolio companies. He also discusses how the COVID-19 pandemic has impacted K1 and the overall SaaS industry — how COVID has accelerated it and what kinds of shifts they are making for portfolio companies. Sirous then taps into what separates successful and unsuccessful B2B SaaS companies, especially as the future remains uncertain.
37 minutes | Nov 2, 2020
Evolving AI For Customers With Matt Coatney
Two powerful trends are disrupting almost every industry – artificial intelligence and the freelance economy. Coming from obscure beginnings some decades ago, they have since evolved and are now braced to change business as we know it for good. Straddling on both these revolutionary trends is Matt Coatney, a C-level technology executive, award-winning author and keynote speaker. In his book, The Human Cloud, he writes about how these two forces are making inroads in changing the world of work forever. Joining Tony Bodoh and Betsy Westhafer in this episode, he gives us a history lesson about the evolution of AI and how it is now being built into industries such as sales and marketing. Apart from being a thought leader in disruptive technologies, Matt is also a visionary who sees wonderful possibilities for AI in enhancing human capabilities, as well as the need for a change in the way we teach our children to prepare them for the beckoning future.
40 minutes | Sep 14, 2020
Getting To The Root Cause In Customer Experience Analytics With Sid Banerjee
Companies and leaders who really want to listen to their customers put the technologies in place to do so, especially large companies. They listen to millions of people every single day or week and then derive information that will guide them in rapidly innovating and improving how their organization engages with customers or change the product or the services that they provide. In this episode, Sid Banerjee, the Executive Vice Chairman, Founder, and Chief Strategy Officer of Clarabridge, joins Betsy Westhafer and Tony Bodoh to discuss customer experience analytics. By applying data analysis to unstructured information, businesses are more responsive to their customers and can build better relationships with them. Want to discover how you can improve every aspect of your customer’s experience? Stay tuned to this episode.
45 minutes | Sep 8, 2020
How To Have An Agile Mindset When Listening To The Customer with Scott Miller
In this episode, Scott Miller, Head of Thought Leadership at FranklinCovey, joins Betsy Westhafer and Tony Bodoh as they discuss how FranklinCovey reshaped itself based on the minds of their customers and why it’s important to have an agile mindset when listening to your customer. Scott shares his journey throughout the years and the multiple roles he’s playing aside from his day job at FranklinCovey. They talk about the difficulties companies have viewing themselves accurately versus through the eyes of their customers and the mindset you need to have as part of the leadership team to understand your customer. Learn the importance of having thought leadership to anticipate any disruption and stay ahead of the curve.
55 minutes | Aug 31, 2020
Patient Demand Advanced Healthcare By 35 Years In 7 Days With Tanya Mack
Technology has allowed healthcare to make great strides in providing health services to people no matter where they are located. Telehealth is now making that massive shift happen in healthcare in 2020. The person leading the way, in many ways, has been Tanya Mack, the President of Women’s Telehealth. In this episode, she joins hosts Betsy Westhafer and Tony Bodoh to share her story and discuss what telehealth and telemedicine are all about. How did the telehealth market change? What were the early mistakes in defining potential customers and a marketing strategy? How do we overcome telehealth limitations that have held the industry back 30 years? How can telehealth experiences determine patient loyalty? Tanya answers these questions and more, taking us into the challenges telehealth still has to overcome, how she is educating patients, providers, and payers about telemedicine, and what keeps her up at night in telehealth.
43 minutes | Aug 24, 2020
What It Means To Be An Extension Of Your Customer’s Brand With Jason Chan
As consumers themselves, entrepreneurs know the good stuff from the bad. They’ve been in their customers’ shoes and know the struggles they’re going through. For Jason Chan, understanding the customer has always come naturally. He picks up on what’s out there, sees the opportunities, and goes for it. Jason is Rakuten Super Logistics’ VP of Sales and Marketing where he directs the company’s sales & marketing functions to grow its market share and drive revenue. On today’s podcast, he joins Betsy Westhafer and Tony Bodoh to share the top three things he looks for to really know his customer. They also dive into being an extension of a brand, testing the user experience, and much more.
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