REALLY Know Your Customer Podcast

E56 | 4 Traits For Any Leader To Build An Authentic Customer-Centric Culture With Jay Meyer

Tony Bodoh — Wed, 30 Aug 2023 01:39:02 GMT

Meet Jay Meyer. Jay is an accomplished business owner and entrepreneur who shares his personal journey of addiction and recovery on this insightful episode with Betsy and Tony.

With decades of business and leadership under his belt, Jay has seen a lot change over the years, but one thing has remained: his desire to get to know his customers. Jay started his career by building authentic relationships with his customers, being curious, taking them to lunch, and caring for his customers’ families. He has taken these practices along his journey because of the impact he wants to make in others’ lives.

Jay shares the ways he consistently maintains his positive spirit and how he is driven to live out his personal mission to “inspire others, dream more, be more, and live in the light more.”

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E55 | Building Loyalty In Micro-Moments With Your Customers With Mark Ross-Smith

Tony Bodoh — Wed, 30 Aug 2023 02:06:44 GMT

Meet Mark Ross-Smith, CEO and Co-Founder of StatusMatch.com. Mark joins Betsy and Tony on the podcast from Malaysia. As a self-proclaimed professional frequent flyer, Mark racked up more airline points than you can imagine as he built his former businesses. After he decided to move across the world, he asked the area’s major airline for a status match in their frequent flyer program. He was denied, but it led the way for his idea to create StatusMatch.com.

Tony, Betsy, and Mark dive into emotional loyalty to big brands and discuss how those micro-moments can be replicated in any size business to get a leg up on the competition.

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E54 | Solving The Biggest Small Business Problem With Prashant Fuloria

Tony Bodoh — Wed, 30 Aug 2023 02:25:38 GMT

Join us for a conversation with Prashant Fuloria, CEO of Fundbox, a working capital platform for small businesses. Did you know that 82% of small business failures are because of a cash flow gap or a working capital challenge? That’s where Fundbox comes in: to create solutions that level the playing field for small businesses and help them succeed.

Although automation and user simplicity is essential to their product development, customer engagement is critical to the Fundbox mission to provide relevant solutions that help their customers focus on growing their business. It’s clear that Prashant is passionate about what he does and making a difference for his custom

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E53 | A Crucial Step On The Customer Journey: Retention And Churn Management w/ Tony Sternberg

Tony Bodoh — Wed, 30 Aug 2023 15:28:27 GMT

Meet Tony Sternberg, Co-Founder & CEO of ProsperStack, an automated retention platform for subscription businesses. Consider this: You’ve had it up to “here” with your streaming service and you call to cancel your subscription. ProsperStack partners with said streaming service to create a unique retention strategy for what happens next after you live chat or call the provider.

It’s unique because the next subscriber will encounter a different experience based on their individual attributes, such as how long they’ve been a customer or how frequently they utilize the service. ProsperStack integrates this data to give the providers deeper insights around customer retention.

Tony Sternberg is leading the charge for this fast-growing company and bringing a new light to how to really know your customer.

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E52 | 4 Rules For Improving The Customer Experience With Gail And Bruce Montgomery

Tony Bodoh — Wed, 30 Aug 2023 15:33:15 GMT

Meet Gail and Bruce Montgomery. They are the high-energy co-founders of ExperienceYes, a truly one-of-a-kind business, set out to bring fun into organizations that want to improve trust, relationship-building, and EQ to make higher-performing teams. With similar backgrounds in professional acting, singing, and dancing in New York City, they both made their way into the corporate world. Gail and Bruce found a way to bring these two very different worlds together in 2013 when they launched ExperienceYes.

In this episode, Gail and Bruce generously share their 4 rules for improving the customer experience using Improv.

4 Rules for Improving Customer Experience (using Improv):

Say “yes, and” more.
Listen with the intent to learn and serve.
Support teammates at all costs.
Trust your instincts.

The goal of their sessions is to use applied Improv to make you uncomfortable (in a safe space), so you can start getting comfortable during ambiguity. And laughter. A lot of laughter.

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E51 | Scaling Your Customer-Centric Culture As Your Business Evolves With Alex “Fro” Frommeyer

Tony Bodoh — Wed, 30 Aug 2023 15:39:05 GMT

Meet the man known as Fro, CEO of Beam Benefits.

In 2012, Fro and his co-founders of Beam, a digital employee benefits company, developed and built the first-ever connected toothbrush. In a time when connective devices came to the forefront (think IoT products: Nest, FitBit), Beam quickly came to a fork in the road: take the path of least resistance and narrow their ambition, or lean into the storm and wildy expand their ambition. We’re sure that you can guess which path they chose.

Fro shares how Beam Benefits evolved into a mainstream player in the insurance industry, where their competition has big budgets and, in some cases, over 100 years of experience. So, how does Beam compete? Their customer-centric culture.

With such rapid growth, Fro generously shares his experience scaling the culture at Beam and how they’ve attracted the right people to “work on the work.” It’s an intentional blend of industry insiders and outsiders followed by a simple 3-step process: Listen, prioritize, and then vet. It’s a continuous cycle that’s applied to their internal and external customers and is now spearheaded by their Customer (Broker) Advisory Board.

One thing is clear in this episode: Fro and Beam REALLY know their customers.

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E50 | The Future Of CX Is Customer Journey Management With Jochem van der Veer

Tony Bodoh — Wed, 30 Aug 2023 15:42:00 GMT

Meet Jochem van der Veer, Co-Founder and CEO of TheyDo. His business is based on a simple yet sometimes impossible task for large organizations: breaking down processes to make it easier for C-level executives to connect with their customers.

Traditionally, small and large organizations have focused on customer journey mapping. TheyDo has a strategic focus on customer journey management, an innovative strategy that creates alignment to what the company designs versus what the customer actually experiences. This allows the organizations that Jochem and TheyDo partner with to make data-driven decisions with qualitative inputs.

Betsy and Tony dive deep into this conversation with Jochem and explore what the future of the customer experience could be in the next 5-10 years: intertwining individual emotions with transactions and journeys to predict future behavior.

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E49 | REALLY Knowing The Learning Style Of Your Customer With David Ciccarelli

Tony Bodoh — Wed, 30 Aug 2023 15:43:57 GMT

Fun fact: 30% of the population learns by listening.

Not-so-fun fact: If your website only offers written content, you could be leaving behind a big chunk of your target market simply because you’re not speaking the same language.

Meet David Ciccarelli, CEO of Voices, a fast-growing online platform that connects buyers and sellers of one creative service: the human voice. He joins Betsy and Tony to share how he thinks a little differently about the customer journey and generously shares ideas for ways to improve your standing with prospects. Start by taking down the gates to your website content and determining which written content can be translated to audio. Be their guide (not the hero) in helping them achieve their goals.

Thanks for your insights, David!

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E48 | The Transformation Of Sales And Storytelling With Doug C. Brown

Tony Bodoh — Wed, 30 Aug 2023 18:09:55 GMT

It all starts with a story and believe it or not, Doug Brown has a lot of them. Starting with his first job at the young age of 3 when he was sweeping floors. Many years down the road, Doug is now helping companies achieve their top 1% of sales.

Join us as Betsy and Tony get Doug’s unique perspective on the state of sales today. Sure, sales people used to push back on marketing and how they didn’t need it to sell. Now, they’re pushing back on really getting to know their customers. Some of them have told Doug there’s not enough information out there to learn about their customers. Listen in to hear Doug’s response to this objection with an incredible story involving his grandfather.

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E47 | Re-Thinking How To Invest In Your Key Customer Accounts With Denise Freier

Tony Bodoh — Wed, 30 Aug 2023 18:15:36 GMT

Meet Denise Freier. After more than 40 years of driving sales and customer relationships at IBM, Denise made her way to the Strategic Account Management Association. At its core, SAMA is focused on sharing best practices for, you guessed it, Strategic Account Managers. Whether it’s through conferences, free webinars or training services, SAMA is continually finding new ways to help accelerate the member’s business results.

So, what’s the difference between sales and strategic account management? Denise explores this with Tony and Betsy and views your traditional salesperson as someone who can apply products and services to a customer’s problem. Whereas strategic account managers develop long-term trust and commitment with customers, while always leading with the customer’s success. Listen in to learn the 5 specific traits that make a SAM.

We especially love this episode given Denise also wrote the foreword in Betsy and Tony’s next book! The Rarest Advantage: How to Co-Create Strategic Value to Retain and Expand Your Key Customer Accounts will be released in April 2022.

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E46 | Revealing Blind Spots In Customer Experience With Gal Oron

Tony Bodoh — Wed, 30 Aug 2023 19:21:42 GMT

Meet Gal Oron. Gal is a self-described normal person who got to where he is with a lot of hard work and constant improvement. Whether it’s on the basketball court or in the office, Gal strives to keep three key things in mind: 1. Have humility 2. Exhibit strong work ethic 3. Be dedicated.

At Zoomin, Gal and his team are replicating the successes they’ve seen in B2C, and bringing them into the B2B world of enterprise companies. Today, every company is a tech company. That means companies need to understand how their end users interact with content and how they can use this data to their benefit. That’s where Zoomin comes into play. Zoomin will reveal the blind spots in your customer experience.

Listen in as Gal humbly shares his expertise in this can’t-miss episode.

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E45 | Creating Transparency In Customer Conversations With Richard White

Tony Bodoh — Wed, 30 Aug 2023 19:37:19 GMT

Transparency across the organization - it’s something every business strives for, but few master. Customer conversations or feedback is often diluted from the point it enters the organization to when (or should we say, IF) it reaches the impacted department. Fathom, a #1-rated Zoom app, is working to change that.

The CEO of Fathom, Richard White joins Betsy and Tony to talk about the business value his company is bringing to a remote-first environment. Customer conversations that take place virtually can now be captured and shared across the organization in a way that increases productivity for everyone involved, improves internal alignment and ultimately, yields a better customer experience.

Richard gives the REALLY Know Your Customer listeners a special Fathom offer! Tune in for more information.

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E44 | Aha! Uncovering Customer Insights With Darshan Mehta

Tony Bodoh — Wed, 30 Aug 2023 19:41:27 GMT

Darshan Mehta’s time and passion for research goes back to the 1990s, when he became interested in case studies and customer focus groups. Today, Darshan is CEO of iResearch, which built an online insights platform that enables companies to quickly, easily, and affordably extract insights from consumers or employees worldwide. In other words, Darshan saw the value extracted from in-person focus groups and created a way to leverage some of that same value using an online methodology.

Let’s dive into this insightful conversation with Darshan and explore the world of customer focus groups.

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E43 | Helping Your Customers Do Their Jobs In A More Fulfilling Way With Slater Victoroff

Tony Bodoh — Wed, 30 Aug 2023 19:46:22 GMT

Slater Victoroff never thought he would grow up to be an entrepreneur, even though he was exactly that from an early age, selling individual Dum Dums that he had bought in bulk to his friends (with a nice markup). Fast forward to today, and Slater is the former CEO-turned current CTO of Indico Data. With a focus on helping their customers do their job in a more fulfilling way, Indico processes unstructured data such as audio files, contracts, invoices, applications, etc.

Join us for a conversation that takes a turn into really deep thinking around humans and data.

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E42 | The Next Big Focus: The Buyer Experience With Ross Rich

Tony Bodoh — Wed, 30 Aug 2023 19:49:59 GMT

Ross Rich was part of an outdated industry running the same playbook from 30 years ago. A move across the country landed him at Stripe where he helped grow the business from a self-serve model of 250 employees to a sales-led organization with over 7,000 employees. He shares how much he learned at Stripe and what became obvious to him: the market was missing a customer-facing collaboration platform for B2B sales. More specifically, one that would build a repeatable sales motion for companies that were rapidly growing.

From there, he and his brother got the idea for Accord. They have a keen understanding about a salesperson's point of view (including what they’re willing to do and what you’ll never get them to do) and they designed the platform accordingly to create transparency between a buyer and sales.

Listen in for this episode to hear more, including our favorite quote from the episode: “Buyers don’t know how to buy."

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E40 | The Business Value Of Driving Customer Behavior With Howard Tiersky

Tony Bodoh — Wed, 30 Aug 2023 19:55:23 GMT

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.

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E39 | Understanding Your Company Vision And Scaling Your Business With Jacqueline Gamblin

Tony Bodoh — Wed, 30 Aug 2023 20:07:26 GMT

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).

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