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This week’s episode of the Be Customer Led podcast features Amanda Ono, Chief Human Resources Officer at Kroll. When she was in college, her passion was the interaction between teams and leaders and how they worked together to drive results. She worked in a wide range of positions, including recruiting, training, and building leadership programs, which led her towards the specific title she holds now. In today’s conversation, we talk about migrating from customer experience to employee experience.
[01.26] Professional Journey – Starting the conversation, Amanda shares where she ignited her passion for customer experience.
[07.40] Outcomes – Amanda explains what outcomes they achieved at Resolver by bringing customers and employees together as a business decision.
[13.13] Training programs - If training is the answer, what's the question? Amanda shares why training programs fail most of the time and what we need to do to get real outcomes form them.
[19.37] Leadership and management – We discuss the distinction between change leadership and change management.
[26.21] Training on empathy – Amanda walks us through how they train employees on building empathy in their onboarding program at Resolver.
[32.55] Inspiration – Wrapping up the conversation, Amanda shares where she gets her inspiration in her life to keep going.
Resources
Connect with Amanda
LinkedIn - linkedin.com/in/amandaono/
Website - resolver.com/
Twitter - twitter.com/amandaono
Book by John P. Kotter
Leading Change –
goodreads.com/book/show/51370.Leading_Change
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Today's episode of Be customer Led features Kimberly Wiefling, founding member & global consultant at Silicon Valley Alliances. Her superpower is uniting people of different nationalities, cultural backgrounds, and aesthetic preferences to accomplish a common goal. Kimberly has worked in the United States, Europe, and Asia. Also, she has visited Japan more than a hundred times to work with the culturally diverse staff of globalizing Japanese businesses. Throughout our conversation today, she imparts invaluable advice on creating an influential culture and leadership.
[01:14] Background – Kimberly recounts the origins of her company, which she founded over two decades ago, and her professional journey.
[04:36] Culture - Kimberly defines both corporate culture and leadership, and we talk about the relationship between the two. Also, we discuss the relationship between leaders and managers and whether one can be both, or if one must choose between being a leader or a manager.
[09:42] Disconnection - Kimberly outlines why firms fail to give what employees want and why there seems to be a disconnect between the company, its executives and managers, and its employees.
[16:55] Culture in Japan - What is the difference between the culture of Japan and Silicon Valley?
[19:07] Leadership - Leaders are responsible for creating and maintaining a strong organizational culture. This involves modeling the desired behavior, celebrating successes that align with the cultural values, and correcting or dismissing behavior that goes against the cultural norms.
[21:44] Culture - If you are a new leader and want to establish a company culture, Kimberly offers some suggestions on how to do so, as well as some actions you may take as an individual to alter an existing culture that is toxic or unappealing.
[25:08] Action, Communication, and Thinking - The ACT framework is a simple and effective way for leaders to understand their roles and responsibilities.
Resources:
Connect with Kimberly:
LinkedIn: linkedin.com/in/scrappykimberlywiefling/
Website: wiefling.com/
Website: kimberlywiefling.com/
Silicon Valley Alliances: siliconvalleyalliances.com/
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Saknas det avsnitt?
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The CEO of Wine Access, Inc., Joe Fisch, joins Bill Staikos on this week's episode of Be Customer Led. Through careful selection, engaging narratives, and impeccable provenance, Wine Access makes finding and enjoying the world's most inspiring wines simple. During this episode, Joe discusses a variety of the experiences, insights, and perspectives that he has gained throughout his time working in the wine industry.
[02:37] Background – Joe describes his professional career, including the steps that ultimately resulted in the launch of his company.
[05:47] Wine Access – How exactly does Wine Access cater to the needs of its customers?
[09:09] NPS – NPS, CX, and the Wine Industry
[13:37] Personalization – Joe explains how quickly they swing into action when a customer is having a bad time with their service. On top of that, he details his company's usage of customization.
[19:05] Customer Satisfaction - We talk about how to strike a balance between maximizing profits and sales and providing a satisfying experience for customers.
[25:33] Guest’s Question: In response to the previous guest's question, Joe outlines his interest in philanthropy and donating.
Resources:
Connect with Joe:
LinkedIn: linkedin.com/in/joefisch/
Website: wineaccess.com/
App: apple.com/us/app/wine-access/id1642804318
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This week on Be Customer Led with Bill Staikos, we interview Stacy Salvi, Vice President of Strategy at Movano Health. Movano Health is creating a portfolio of purpose-driven healthcare products to bring medical-grade, high-quality data to the forefront of consumer health devices. They are on a mission to empower and inspire you to live a healthier, happier life by integrating crucial health data with individualized intelligent feedback in stylish form factors tailored to your specific lifestyle and present you with the data most important to you. Throughout today's episode, Stacy elaborates on Movano's mission and delivers her insights on wearable technology and the customer experience.
[00:28] Journey – Stacy describes her exciting journey thus far. In addition, she details her work at Movano and the company's emphasis on women.
[07:27] Wearable Technology - How has technology worn on the body progressed? How has the consumer's viewpoint evolved?
[09:41] Other Use Cases - Stacy shares where besides healthcare, she sees the most pressing need for wearable technology.
[12:30] The Combination – Customer Experience, User Experience, and Product
[18:49] The Future – What does the future hold for wearable technology?
[24:09] Guest Question – Stacy's Question: How do you find balance in your life and translate that into your working life?
Resources:
Connect with Stacy:
LinkedIn: linkedin.com/in/stacysalvi/
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Janet Polach, executive coach, speaker, author, and retired marine, joins Bill Staikos for this week's episode of Be Customer Led. Janet has extensive training and expertise as an executive coach and leader-builder. Leaders throughout the world have benefited from her coaching and guidance. She has a Ph.D. in Organizational Leadership and Development from the University of Minnesota and is a retired Marine lieutenant colonel. Today's session focuses on her insights and advice for aspiring and established leaders alike in the realm of coaching.
[01:20] Janet's Background – Janet commences the conversation by detailing her background.
[05:54] Bill as a Leader - Janet gives Bill a leadership coaching session, during which she questions him on several themes and delivers insights.
[11:56] Culture of Feedback – The concept of receiving regular feedback.
[17:44] Coaching – Role of coaches, their impact and importance, and underlying reasons why most middle-aged individuals hesitate to get the support they need.
[23:40] Tools for Success - How can middle-level managers ensure they are equipped with the necessary tools for success and do not lose personnel at their level or below?
[28:18] Inspiration – Janet responds to the question of which leaders she admires and where she finds inspiration.
Resources:
Connect with Janet:
LinkedIn: linkedin.com/in/janetpolachphd/
Mentioned in the episode:
The Seven Mistakes New Managers Make: How to Avoid Them and Thrive: goodreads.com/book/show/61877493-the-seven-mistakes-new-managers-make
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Trey Hoffman, Vice President of Customer Experience at Fleetio, joins the Be Customer Led podcast for this episode. Fleetio's software enables global organizations to track, analyze, and enhance fleet operations. In today's episode, Trey, who has a deep-seated interest in assembling formidable teams to aid clients in achieving their goals by employing novel approaches, discusses his experiences in this regard.
[01:03 Trey's Journey – Trey recounts his experience and describes what Fleetio offers its customers.
[09:10] Evolution of the Team - Trey explains what he was looking for in the CX team when he joined Fleetio, how Trey structured the team, and the change in the team structure he is most proud of implementing.
[16:09] Team's success - Defining what constitutes success for the team.
[19:34] Customer Feedback - Trey describes how he will relay customer feedback to the product board.
[24:07] Customers' Success - How to measure the customers' success? How to balance focusing on different customer types and deciding whom the company wants to invest the most?
[30:22] Future – Trey expresses his desires regarding his discipline.
[33:18] Trey's answer – Trey responds to the previous guest's questioning regarding the brand experience that has been relevant, proactive, and responsive to his needs.
Resources:
Connect with Trey:
LinkedIn: linkedin.com/in/treyhoffman/
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The current generation of chatbot technology utilized in business and consumer settings has significant shortcomings, such as a lack of long-term memory, interactive learning, deep contextual knowledge, and the inability to reason or explain itself, making conversing in a meaningful manner impossible. Our guest today is Peter Voss, the founder/ CEO/ chief scientist at AGI Innovations & Aigo.ai. Aigo.ai is the most sophisticated platform available for natural language interaction. It is implemented utilizing 'The Third Wave of AI,' a cognitive architecture resembling the brain. In this episode, Peter explores the past, present, and future of conversational AI and its impact on the user experience.
[01:06] Peter's Journey - Peter recounts his professional journey, mentioning a couple of defining moments in his career.
[04:53] Aigo.ai - We discuss Peter's company and the products he and his team deliver.
[07:16] Levels of Chatbots - Evolution of conversational AI technology.
[11:31] Use Cases - Peter highlights some of the fascinating use cases he has observed, mentioning the B2C and B2B applications and the most significant issues with tech support in conversational AI.
[21:33] Conversational AI - How will conversational AI technology affect our advancement as customers, and how will it improve our lives as individuals?
[27:37] The Future – Peter outlines his predictions for the future of technology and his hopes for its improvement.
Resources:
Connect with Peter:
LinkedIn: linkedin.com/in/vosspeter/
Website: aigo.ai/
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“Part of the instinct of getting started with new products, for me, is starting with real human motivations and the customer base you are going after.”
Adam Nash, CEO & Co-Founder at Daffy, joins Bill Staikos on this episode of Be Customer Led. Daffy is a non-profit organization founded on the principle that everyone should set something aside for those in need. Providing a streamlined mobile experience for saving, investing, and donating to over 1.5 million charities, they encourage people to give more frequently and increase the amount they give. Throughout this episode, Adam imparts the wisdom he has gained in product experience.
[01:40] Background – Adam discusses the defining moments in his professional background that helped him get to where he is now.
[04:33] Daffy – Adam explains how he and his team created Daffy and the customer experience he aimed for when designing the platform.
[09:58] Meeting the Demand – Adam outlines how he considers customer reactions to his products when they are so diverse.
[14:56] Customer Delight Features - Customer delight is special. Mentioning that, Adam points out that the delight features are not readily apparent enough for customers to request.
[25:00] Adam's Advice – Adam's advice for other leaders who wish to launch their enterprise.
[29:15] Guest Question Answer – Adam mentions how he achieves balance in his life and applies it to his work.
Resources:
Connect with Adam:
LinkedIn: linkedin.com/in/adamnash/
Mentioned in the episode:
Website: daffy.org/
App: apps.apple.com/dk/app/daffy-charitable/“Part of the instinct of getting started with new products, for me, is starting with real human motivations and the customer base you are going after.”
Adam Nash, CEO & Co-Founder at Daffy, joins Bill Staikos on this episode of Be Customer Led. Daffy is a non-profit organization founded on the principle that everyone should set something aside for those in need. Providing a streamlined mobile experience for saving, investing, and donating to over 1.5 million charities, they encourage people to give more frequently and increase the amount they give. Throughout this episode, Adam imparts the wisdom he has gained in product experience.
[01:40] Background – Adam discusses the defining moments in his professional background that helped him get to where he is now.
[04:33] Daffy – Adam explains how he and his team created Daffy and the customer experience he aimed for when designing the platform.
[09:58] Meeting the Demand – Adam outlines how he considers customer reactions to his...
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“The best gift you could give your employees is to put them in a position where they can earn a life of meaning and purpose through service to others that get recognized and rewarded by teammates.”
This episode of Be Customer Led with Bill Staikos features Fred Reichheld. Fred is one of the world's leading customer and employee loyalty experts. He is the Net Promoter System (NPS®) creator and has been called the "high priest" of loyalty by The Economist. Also, Fred is the founder of Bain's Loyalty practice and a fellow at Bain & Company, where Fred advises businesses on increasing customer and employee loyalty to boost business performance. In this episode, he explains how NPS enables enterprises to become genuinely client-focused, thereby releasing the potential for profitable expansion.
[01:18] Fred's Background - Fred describes the milestones and turning points in his professional life.
[03:04] Net Promoter System – Fred details about net promoter system and how to benefit from it.
[08:03] Winning on Purpose: The Unbeatable Strategy of Loving Customers - Fred explains how customer affection translates into Net Promoter Score (NPS) or likelihood to recommend a product.
[14:48] Best Gift - What is the best gift a company can give its employees?
[18:31] More on NPS - The power of NPS, putting NPS into practice, and the concept of earned growth
[26:33] Advice – Fred provides guidance for CEOs to begin their journeys to success.
[30:35] Fred's Question - Which business, brand, or product have you enthusiastically recommended to a friend, and why?
Recourses:
Connect with Fred:
LinkedIn: linkedin.com/in/fredreichheld/
Mentioned in the episode:
Winning on Purpose: The Unbeatable Strategy of Loving Customers: goodreads.com/en/book/show/58090620-winning-on-purpose
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“A core part of what we do through strategic workforce planning is translating that purpose and strategy into what the organization needs from its workforce.”
This week on Be Customer Led with Bill Staikos, we speak with Alicia Roach, Founder, and CEO of eQ8 and a global thought leader in Strategic Workforce Planning and Analytics. Alicia has spearheaded the development of a globally unique SWP solution, "eQ8," by combining her skills in complicated data analysis and sophisticated financial modeling with attractive visualizations and tales. EQ8 is an innovative, globally-unique, dynamic, and scalable SAAS platform for Strategic Workforce Planning. Also, Alicia's passion is assisting organizations in executing their purpose by knowing their existing and future workforce potential. In this episode, she discusses how organizations can take their Strategic Workforce Planning to the next level.
[01:37] Background – Alicia describes her path, the company she co-founded, and how it earned its name," eQ8".
[09:23] SWP – What are the Strategic Workforce Plan, its outcomes, and its impact on the long-term health of the business
[23:32] SWP and CX - If you can improve the employee experience, it will benefit the consumer experience in numerous ways. Alicia mentions how she observes businesses utilizing SWP as a basis for getting a better customer experience.
[27:36] The Future - Alicia's vision for the future of SWP.
[31:21] Previous Guests' question - Where would you choose to live and work remotely around the globe, and why?
[32:21] Inspiration – Alicia discusses where she finds inspiration.
Resources:
Connect with Alicia:
Linkedin: linkedin.com/in/aliciaroach/
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This episode of Be Customer Led with Bill Staikos features Jennie Weber, Senior Vice President of Customer Experience & Insights at Best Buy. With over a thousand stores and over a hundred thousand employees in the United States and Canada, Best Buy addresses essential human needs in areas such as productivity, security, health, entertainment, and connectivity. In today's discussion, Jennie shares her insights and experience gleaned from over two decades of consumer marketing and strategy formulation.
[01:29] Jennie's Journey – Jennie mentions distinguishing aspects of her career as she recounts her path to this point.
[06:22] Evolution - How the role of customer experience has changed in the last five years.
[09:22] Core Tenants - Jennie's standpoint on the fundamental tenets of CX
[14:30] Technology and CX - The influence of technology advancements on customer experience.
[18:58] Culture – Jennie explores her role and its potential to change the culture and make the company more customer-focused.
[23:20] CX – Jennie's reflections on the role of chief experience officer and the customer experience team
[30:18] Inspiration – We conclude the conversation by discussing Jennie's sources of inspiration and her question for the following guest.
Resources:
Connect with Jennie:
LinkedIn: linkedin.com/in/jennie-weber-31802531/
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“Customer experience isn't something that organizations control because that is ultimately how customers perceive their interactions with the company.”
On this episode of Be Customer Led with Bill Staikos, Michael Hinshaw, President of McorpCX, joins us in conversation. Michael and his group assist businesses in improving their interactions with customers by applying digital and customer-centric innovations. Prominent analysts have hailed Michael as a pioneer in digital transformation and customer experience. In today's conversation, he expresses his thoughts on the evolution of customer experience management, discussing what has been happening in the CX space, what differentiates companies in the CX space, and where it's going.
[01:07] Micheal's Background – Michael shares his journey and the work he is currently engaged in while discussing how to identify opportunities while entering a new industry
[07:23] Customer Experience - Michael defines customer experience and where he believes it should reside from an organizational structure viewpoint.
[11:03] Qualities and Skills - What leadership styles are the most effective in the CX space, and what qualities and abilities do such leaders possess?
[13:35] Core Tenants – Michael discusses the key tenets of customer experience and the areas where he believes the most significant roadblocks exist.
[23:22] CX in Real Business Outcomes - How to link customer experience management initiatives to real business outcomes.
[28:58] The Future - We explore where technology and customer experience are headed.
[33:48] Last Guest's Question - Which business or product have you suggested to a friend, and why?
Resources:
Connect with Michael:
LinkedIn: linkedin.com/in/mhinshaw/
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“The entire sales process simply seeks to understand and define clearly the problem the prospect is having at this moment, the impact that it's having on their business, and then how we can be the solution and solve that gap.”
Grant Freeman is the guest on this episode of Be Customer Led with Bill Staikos. Being the Chief Customer Officer at Thryv, growing the SaaS division's income is one of Grant's primary concerns. Grant oversees the software sales and client experience teams and the retention and monetization of Thryv's software customers. Throughout our conversation today, he shares how he supports more than 40,000 local businesses across the U.S. through a fully integrated, end-to-end customer experience platform, Thryv software.
[01:03] Background –Grant discusses the aspects that have set him apart professionally and how he has applied those learnings to assist small businesses in improving their operations.
[03:41] Thryv - How Thryv helps organizations improve their daily operations so they can focus on what they should be doing.
[06:55] Onboarding - What Grant does at Thryv and his thoughts on why the onboarding process is so crucial
[15:50] Customer-Focused Culture- Grant outlines how they help organizations improve operationally and culturally.
[17:41] Measure the Success - What metrics are used to gauge a company's success in relation to the customer's experience?
[22:19] CX - Grant expresses his views on customer experience as a board-level topic.
[24:23] The Future - Grant describes how he envisions the CCO's obligations will evolve over time.
[27:44] Never-again Error - The one mistake Grant will never repeat.
[31:51] Inspiration – Sources where Grant draws his motivation and inspiration.
Recourses:
Connect with Grant:
LinkedIn: linkedin.com/in/grantfreeman/
Website: thryv.com/
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“It’s your customers telling you what they think about your company, what your product about your service; it’s incredibly valuable if you can use that to your benefit.”
Etie Hertz, CEO of Loris.ai, is featured in this episode of Be Customer Led with Bill Staikos. Currently, Loris provides customer service employees with real-time coaching. When transitioning to chat and email-based customer care, firms employ Loris to assist the support team’s shift to these more current channels of client communication. In 2019, Loris transformed into a technology firm with an interaction-level impact. They developed a software solution based on natural language processing that can be integrated with existing customer service platforms to guide agents in real-time with their best practice language suggestions. In 2021, Loris emerged from stealth mode as a potent AI solution in the form of a chrome extension. Having such expertise and experience, Etie investigates the influence of conversational AI on CX in great detail throughout today’s episode.
[01:02] Etie’s Journey – Etie shares the defining aspects of his life and career that led him to become the CEO of Loris.
[04:05] The Evolution Of Conversational AI - How conversational AI has altered over the past 15 years and how the B2B sector has adopted this technology.
[08:18] Benefits – Etie describes some advantages of customer involvement he has observed while working with his clients.
[12:32] Rush to Digitalization - Etie explores if he sees some individuals rejecting technology due to corporations pushing more digital towards them and whether businesses need to be more thoughtful about how they engage customers across several platforms.
[15:51] B2B and B2C - When it comes to the application of conversational AI technology, how do business-to-business (B2B) and business-to-consumer (B2C) organizations differ?
[19:51] Horizon – Etie expresses his thoughts on the future of conversational AI, emphasizing real-time conversational awareness and disclosing insights.
[22:15] Digitally Immersive Environment - We pondered what it might be like to have an agent in a digitally immersive environment.
[24:48] The Policy - Does Etie’s company have a policy that is so customer-friendly that it causes customers to perform a double take?
[26:30] Inspiration - Etie shares what has been influential to him.
Resources:
Connect with Etie:
LinkedIn: linkedin.com/in/etiehertz/
Website: loris.ai/
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“You don't move past obsession. I guess what's beyond obsession is more obsession.”
This episode of Be Customer Led with Bill Staikos features Marbue Brown. He is the founder of The Customer Obsession Advantage, an organization devoted to assisting businesses in achieving exceptional business outcomes through customer obsession. He is an experienced executive in the field of customer experience (CX) who has proven his ability to lead by example. Also, Marbue is a well-known speaker and published author on topics such as customer experience, business strategy, and economic policy. In today's episode, he explores in great depth a wide variety of topics pertaining to Customer Obsession and contrasts it with other topics.
[01:49] Introduction – Marbue discusses the ups and downs of his professional life. Furthermore, he talks about his upcoming book and the inspirations behind penning it.
[09:59 Three Terms – Marbue outlines the distinctions between customer focus, customer-centricity, and customer obsession.
[14:23] Maturity Path - Is there a rung on the ladder of maturity that leads to a focus on the customer?
[28:10] The Next - After Customer Obsession is More Obsession.
[31:36] Inspiration – Marbue mentions the factors that have been an inspiration to him.
[34:21] Biggest Roadblock - In response to the previous guest's question, Marbue explains why he believes maintaining established franchises is the most prominent hurdle organizations have in delivering customer-obsessed experiences, internally or externally.
[36:41] Marbue's Question – Marbue poses a question to the subsequent guest. In addition, he specifies when he intends to release his book for sale.
Resources:
Connect with Marbue:
LinkedIn: linkedin.com/in/marbue-brown-43a8a52/
Link to Marbue’s New Book: Blueprint for Customer Obsession
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“When people ask me what marketing is, I say it's the customer experience from the first time they engage with your brand to the last time they purchase and after that.”
Erik Huberman, the Founder, and CEO of HawkeMedia, the fastest growing marketing consultancy in the United States, appears on this episode of Be Customer Led with Bill Staikos. Hawke Media began operations in 2014 and has seen its valuation rise to $75 million while expanding from seven to more than 150 workers. Among the many accolades bestowed to Hawke Media include spots on the Inc. 5000's "Fastest Growing Companies" list for 2017, the "50 Best Workplaces in Southern California" list from Fortune and Forbes' "Content Marketing Companies to Check Out in 2018" list. In today's episode, Erik discusses the underpinnings of marketing and the future of the field as a whole.
[01:00] Erik's Journey – Erik discusses the distinguishing characteristics of his career while recounting his path to this point.
[03:34] The Hawke Method – Erik explains the impetus behind the writing of his book.
[06:27] Three Pillars - Erik outlines how he works with and advises customers by referencing the three pillars outlined in his book: awareness, nurture, and trust.
[16:49] Social Media – Erik addresses the impact of social media on marketing and how social media has altered the nature of trust.
[21:23] The Future - Erik expresses his predictions for the future of marketing over the next few years.
[2437] Impact on CX - Erik outlines the effect of marketing on the customer experience, specifically how the three pillars described would affect the customer experience.
[25.35] Inspiration – Erik shares the sources from which he draws his inspiration.
Resources:
Connect with Erik:
LinkedIn: linkedin.com/in/erikhuberman/
Mentioned in the episode:
The Hawke Method: The Three Principles of Marketing that Made Over 3,000 Brands Soar:goodreads.com/en/book/show/60087797-the-hawke-method
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This episode of Be Customer Led with Bill Staikos features Ivonne Kinser. Ivonne is the Vice President of Marketing and Innovation for "Avocados from Mexico." She is in charge of the high-performance team and the company's innovation strategy, both of which helped propel "Avocados from Mexico" to the top of the branding category on Fast Company's 2021 list of the world's most innovative companies. Throughout our discussion today, she shares her insights on whether the experience itself is the brand or the brand itself is the experience.
[01:10] Ivonne's Story - Ivonne recounts her journey while discussing her eclectic job. In addition, she describes the company for which she works, "Avocados from Mexico."
[07:31] Innovative Marketing – Ivonne discusses the reason behind combining marketing and innovation and how they function together. She also offers her opinion on whether marketing firms would benefit from incorporating more innovation-related disciplines into their teams or responsibilities.
[11:56] Difficult Balance – Ivonne outlines her approach to marketing while serving all these partners along the value chain.
[17:15] CX – Ivonne presents her views on the customer experience concerning her role in marketing.
[20:37] Brand vs. Experience - Some say the brand is experience. Some say experience is the brand. Ivonne expresses her opinion on whether she agrees or disagrees with a particular camp and the possibilities of connecting the two.
[22:50] The Future - Ivonne explains how she believes marketing will evolve over the next couple of years, and what she means by combining brand and performance is where marketing is headed.
[25:04] Driving Factors - Ivonne outlines some of the ecosystems generating a great deal of change in the marketing sector. In addition, she analyzes if a marketing leader requires any new skills or resources in light of these changes.
[29:44] Inspiration – Ivonne reveals where she finds inspiration.
Resources:
Connect with Ivonne:
LinkedIn: linkedin.com/in/ivonnekinser/
Website: ivonnekinser.com/
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“You have to be careful about what dials you are changing because you do not get to learn if you are doing too much, specifically in driving customer acquisition costs down, which is something we think a lot about.”
On this week's episode of Be Customer Led podcast with Bill Staikos; the special guest is Corey Ashton Walters, the Founder, and CEO of Here. "Here" makes it possible for people all over the world to invest in holiday rentals online and receive passive income from the asset class with the most significant yield in real estate, all without lifting a finger. In today's episode, Corey takes the listeners along on his journey as an entrepreneur, sharing his experiences and the lessons he's learned along the way.
[00:32] Corey's Journey – Presenting a concise overview of his company's business model, Corey shares how this path ultimately led him to start "Here."
[13:57] Development Process – Corey describes how he uses client insights into his development process.
[16:51] Advice – Corey imparts his guidance to business owners and other entrepreneurs.
[19:30] Superfan - Corey discusses how to recognize a superfan and how he has included them into his company's growth strategy.
[24.47] Name – Corey recounts the sequence of events that led him to choose the name "Here."
[28:54] Guest's Question - In response to the prior guest's question, Corey expresses his thoughts on reducing acquisition costs. Also, he poses a question for the following guest.
[34:24] Inspiration – Corey mentions where he finds inspiration.
Resources:
Connect with Corey:
LinkedIn: linkedin.com/in/coreyashtonwalters/
Mentioned in the episode:
The Practicing Stoic: goodreads.com/book/show/37886498-the-practicing-stoic?from_search=true&from_srp=true&qid=8KYEW83BHY&rank=1
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This episode of Be Customer Led with Bill Staikos features Bella Obudho, Head of Operations and Customer Experience at BrighterMonday Kenya. BrighterMonday Kenya is part of Ringier One Africa Media Group (ROAM), one of Africa's major digital publishers, offering global businesses to access targeted audiences nationally, regionally, and continentally. Bella is regarded as a thought leader in ROAM Africa, where she manages the CX Centre of Excellence (COE) and drives the adoption and accountability of NPS best practices. Throughout the span of today's episode, we delve into a diverse range of topics pertaining to the process of setting up a CX Team for Success.
[01:17] Background - Bella recounts her life and career, mentioning the path that led her to become an expert in customer experience.
[03:56] CX in Kenya – Bella discusses the current state of customer service in Kenya and how she believes it may have changed over the past several years.
[08:09] Core Tenants – Bella shares her take on the fundamental principles of customer experience. In addition, she describes how the COVID epidemic has altered her perspective or method for reaching the consumer or employee voice.
[16:05] Technology – We discuss how technology has shaped a new direction in the consumer experience. Additionally, Bella lists a few tools she is eager to use and begin testing.
[26:54] Advice - As a frontrunner in the CX industry, Bella guides individuals who wish to head a function or team.
[31:46] Inspiration – Bella mentions the people she admires and where she finds inspiration.
Resources:
Connect with Bella:
LinkedIn: linkedin.com/in/rosebella-abok-10951a19/?originalSubdomain=ke
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“Smart AI can differentiate who you’re talking to, when you’re talking to them, and what you need to say, and how that’s where this starts to make a real difference.”
Christopher Willis, Chief Marketing Officer and Chief Product Officer of Acrolinx, joins us on this episode of Be Customer Led with Bill Staikos. Chris is regarded as a very innovative and results-driven CMO with a track record of building effective marketing and sales groups. Also, he is accountable for all areas of the organization’s marketing strategy. Moreover, Chris specializes in content governance, artificial intelligence, and pipeline management. In today’s discussion, we dive deep into various aspects concerning the improvement of content and its effect on the customer experience.
[01:10] Background – Chris shares his journey to this point and highlights the characteristics that set him apart.
[06:03] Acrolinx - Chris outlines Acrolinx’s fascinating AI and content-related projects. He then elaborates on AI’s impact on content development, curation, and consumption since its adoption.
[15:48] Content as an Asset - Numerous businesses consider content an afterthought rather than an asset. Chris describes what he believes companies lack on the experiential side, especially when explaining its value for the first time.
[20:36] C - Level Initiative – Chris explains how revenue modeling resulting from content governance becomes a C-level endeavor.
[23:33] Content Fitness – Chris gives an excellent explanation regarding the idea of content fitness.
[29:46] Horizontal Solution – Chris discusses the corporate sizes to which their service extends and whether or not it is genuinely an enterprise-level solution.
[32:13] Inspiration – Chris mentions the business executives he looks up to most and why he does so. He also notes where he gets his inspiration.
Resources:
Connect with Christopher:
LinkedIn: linkedin.com/in/cpwillis/
Website: www.acrolinx.com
- Visa fler
