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‎Be Customer Led

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We explore the intersection between customer experience (CX), employee experience (EX), and how companies are creating leaders and cultures that are maniacal about their customers - both internal and external.

Visit us on www.becustomerled.com Continue Reading >>
We explore the intersection between customer experience (CX), employee experience (EX), and how companies are creating leaders and cultures that are maniacal about their customers - both internal and external.

Visit us on www.becustomerled.com << Show Less
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Gal Oron on Content as an Asset “In essence, we identified an asset that was completely overlooked but can drive very smart insights.”Technical content is something that often goes unnoticed by many organizations but is able to deliver immense value when used correctly. This week on Be Customer Led with Bill Staikos, we have a deep conversation with an expert in strategic product content, Gal Oron. Gal is the CEO of Zoomin, a firm that helps businesses improve customer experience by utilizing the power of product content. Throughout the episode, we dive into why content is important and how it can be a valuable asset to businesses.[01:14] Gal’s Story – The story of how Gal transitioned from a military career as a pilot to starting his own company and the problems Zoomin is solving for its clients.[05:30] Business Journey – How Zoomin’s business and its services have evolved over the last few years.[08:44] Content Consumption – We take a deep dive into how different companies use technical content for their internal operations and building communities.[12:38] Content as an Asset – The value technical content adds to a business and why businesses should view technical content as a strategic asset.[15:24] Content & CX – How content influences the customer experience and what Zoomin offers to its clients to help them identify and resolve points of friction.[20:05] Content & Policy – How content can give insight into how a company’s policies are influencing its employees and customers.[26:26] CX Community – Gal talks about the community his company created for CX people and how it’s been growing.[29:38] The Future – Gal’s thoughts on how the utilization of technical content as a strategic asset may evolve in the coming years.[34:45] Inspiration – We ask Gal where he gets inspiration for success in his personal and professional life.ResourcesConnect with GalWebsite: www.zoominsoftware.comLinkedIn: linkedin.com/in/gal-oron-6857902FLOURISH Community: www.zoominsoftware.com/flourish
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Gal Oron on Content as an Asset “In essence, we identified an asset that was completely overlooked but can drive very smart insights.”Technical content is something that often goes unnoticed by many organizations but is able to deliver immense value when used correctly. This week on Be Customer Led with Bill Staikos, we have a deep conversation with an expert in strategic product content, Gal Oron. Gal is the CEO of Zoomin, a firm that helps businesses improve customer experience by utilizing the power of product content. Throughout the episode, we dive into why content is important and how it can be a valuable asset to businesses.[01:14] Gal’s Story – The story of how Gal transitioned from a military career as a pilot to starting his own company and the problems Zoomin is solving for its clients.[05:30] Business Journey – How Zoomin’s business and its services have evolved over the last few years.[08:44] Content Consumption – We take a deep dive into how different companies use technical content for their internal operations and building communities.[12:38] Content as an Asset – The value technical content adds to a business and why businesses should view technical content as a strategic asset.[15:24] Content & CX – How content influences the customer experience and what Zoomin offers to its clients to help them identify and resolve points of friction.[20:05] Content & Policy – How content can give insight into how a company’s policies are influencing its employees and customers.[26:26] CX Community – Gal talks about the community his company created for CX people and how it’s been growing.[29:38] The Future – Gal’s thoughts on how the utilization of technical content as a strategic asset may evolve in the coming years.[34:45] Inspiration – We ask Gal where he gets inspiration for success in his personal and professional life.ResourcesConnect with GalWebsite: www.zoominsoftware.comLinkedIn: linkedin.com/in/gal-oron-6857902FLOURISH Community: www.zoominsoftware.com/flourish
Teresa Cain on Running Design Sprints for Impact This week on Be Customer Led with Bill Staikos, our guest is Teresa Cain. Teresa is the Director of Product and UX at TreviPay, responsible for the product vision, strategy, and user experience of a B2B financial technology SaaS platform. She is also the founder and chief executive officer of Lucid Startup Consulting, a company that advises start-up businesses on their strategy and vision. Teresa has over 15 years of experience directing worldwide product and user experience teams. Also, she has extensive expertise in leading B2B and B2C product management, product design, research, strategy, and innovation.[01:24] Background - Teresa describes her journey so far. She also talks about the firm she works for, TreviPay, and what inspired her to start her own company, Lucid Startup Consulting. [05:51] Design Sprints- Teresa defines the phrase "design sprint" and shares her ideas on when firms require design sprints and the outstanding results she has witnessed from design sprints. [11:11] The Mix of Roles – Teresa mentions, in addition to engineers and others, who else she prefers to include in this process, elaborating on the optimal blend of individuals or jobs where she found the most success with the design sprint model. [13:06] Team - Teresa shares the engagement framework she employs and how she leads her team virtually. [17:44] Problems – Teresa describes how she addresses a few of the most common team management challenges. [25:42] Integration - Teresa explains why more businesses do not adopt the agile process's incorporation of human-centered design and design thinking. [28:18] KPI – Teresa discusses the metrics businesses should implement to determine whether or not their design sprint process has been successful. [30:12] Roadblocks - Teresa points out the obstacles that prevent firms and brands from genuinely focusing on the customer and making decisions in their best interest. [32:13] Inspiration - Teresa outlines where she finds inspiration.
Ken Thompson on Organizational Change and Impact on Customers & Employees “If an organization is getting certain results, it’s because it’s designed to get those results. So if you want to have different results, then we need to design the organization to deliver different results.”This week on Be Customer Led with Bill Staikos, we’re having a deep conversation about organizational change with Ken Thompson, principal partner and CEO of AlignOrg Solutions. In his current role, Ken has led multiple successful strategic organization transformation initiatives with Google, FedEx, Adobe, and many other global industry leaders. Throughout today’s episode, Ken shares his expertise in organization design, operational efficiency, and strategies for organizations to win in a highly competitive marketplace.[01:13] Ken’s Story – We start the conversation with what led Ken to start his company and how his military experience shaped his career path.[04:31] AlignOrg Solutions – What strategic organization design is, and how Ken’s firm, AlignOrg Solutions, helps its clients build a winning strategy.[08:35] Reasons for Struggling - Why many organizations struggle to design their organization in a way that allows them to get the results they want.[12:55] The Starting Point – How to start making changes that would benefit the business, its employees, customers, investors, and other key stakeholders.[17:44] Good and Bad Customer Experiences – We talk about some of the customer experiences we’ve had and the lessons businesses can learn from these experiences.[23:10] Mastering the Cube – We dive into the core content of the book published by Ken’s company, Mastering the Cube: Overcoming Stumbling Blocks and Building an Organization that Works.[27:03] Change Management – Ken talks about the approach AlignOrg takes when looking at change management for its clients.[31:45] Inspiration – Ken’s sources of inspiration and why Ken loves the exposure he gets from books.ResourcesConnect with KenPhone: 801-232-1442 (M)Email: ken.thompson@alignorg.com Website: www.alignorg.com
Sarah Johnson Dayes on the Chief Client Officer and Professional Services Impact “When people were working at home, kids were popping up in the corner. Mine certainly did. The really cool thing that came out of that is people started to be more comfortable being human, not just at work, but with clients.”We close out the month on Be Customer Led with Bill Staikos joined by Sarah Dayes, the Chief Client Officer at Acceleration Partners (AP), a renowned worldwide performance marketing agency. Sarah is responsible for the success of AP's Client Services team, which consists of more than 250 individuals, and the health and happiness of their global client relationships. She has been a member of AP's leadership team for ten years and has been involved in the success of key client engagements, with seriously big brands including Uber, adidas, Target, and Airbnb. [01:17] Background – Sarah describes her journey thus far, during which she has experienced nearly every aspect of customer service, client service, and hospitality. [05:53] Sarah's Role – Sarah explains the work she conducts in her role and its influence on the company.[07:13] Evolution - Sarah shares her view on how her role has evolved over the years she has held it, as well as a list of traits she believes may persist in the new norm. [11:47] In-person versus Virtual Mix – Sarah discusses her views on remote work situations. [13:35] KPI - Sarah presents her thoughts on assessing performance and mentions the metrics utilized by her organization to measure its success.[17:00] The Future - Sarah addresses how she would like to see the chief client officer's role evolve and her team's impact within this environment.[18:23] Distinct Roles - Sarah expresses her opinion regarding the chief client officer acting the part of the chief financial officer and whether she believes some roles should be essentially distinct.[21:24] Advice – Sarah offers advice to aspiring chief customer officers and allies who want to support female executive leadership.[24:11] Role Models - Sarah describes whom she admires in business and where she finds inspiration.Resources:Connect with Sarah:LinkedIn: linkedin.com/in/sarahjohnsondayes/Mentioned in the episode:Winning on Purpose: The Unbeatable Strategy of Loving Customers: goodreads.com/book/show/58090620-winning-on-purpose?from_search=true&from_srp=true&qid=GWUDemJtit&rank=1
Ray Gerber - How Journey Orchestration is Changing CX “Journey orchestration became a key fundamental in terms of connecting experiences in the context of the journey and then making personalization and individualization decisions based on where the customer is on that journey and where they are on multiple journeys.”This week on Be Customer Led with Bill Staikos; we will be speaking with Ray Gerber, Chief Technology Officer and SVP of WW Engineering at Thunderhead. Thunderhead brings brands closer to their customers by assisting them in better understanding and satisfying the demands and needs of each client, regardless of where or when they connect. [00:56] Ray's Story – Ray recounts his journey up to this point and describes the significant landmarks he has encountered.[05:20] Journey Orchestration – Ray outlines journey orchestration and what he noticed in the industry that inspired him to say, "Hey, we need to build this because it fills a massive need." Also, taking into account the present level of technology, he further explains how far he believes the company has developed since he first conceived of it and began constructing it.[13:46] Conversation in the C suite - Ray describes why journey orchestration is discussed less frequently in the executive suite.[18:15] Use Cases - Ray presents some of the more intriguing Journey Orchestration use cases he has observed.[22:25] No Personas - If you can begin to personalize the experience, you may no longer require personas for design. Theoretically, it would help if you had guideposts but not necessarily personas. Ray delivers some of his thoughts in response to this.Resources:LinkedIn: linkedin.com/in/ray-gerber-b4232b/Website: www.thunderhead.com
Ram Parimi on Impacting the Lending Experience “What you do internally shows up externally.”This week on Be Customer Led with Bill Staikos, we’re having a conversation with Ram Parimi, head of customer strategy & insights at Blend, a FinTech firm that focuses on bringing simplicity and transparency to financial services so more consumers can gain access to the world’s financial resources. Throughout the interview, we dive into what it means to be customer-first, how to adapt to market dynamics, how to cater to ever-evolving consumer expectations, the future of fintech, and more.[00:32] Ram’s Journey – How Ram’s career, which started in music production, eventually evolved into customer strategy and the story of Blend and what they offer to their customers.[04:03] Customer-first Approach – Ram dives into what a customer-first approach means in the fintech space and how Blend enables a customer-first experience.[09:33] Industry Dynamics – Consumer lending space is changing rapidly, with lots of new players coming into the market with new innovative products. Ram shares his thoughts on how Blend is responding to these changes.[15:19] Consumer Expectations – What the modern consumers expect from financial & banking services, and how the fintech space can prepare to cater to these consumers.[20:02] The Future – Ram shares his takes on how the lending space may change in the next few years.[26:17] leaders and Inspiration – Ram talks about his sources of inspiration and some of the leaders and inspiring personalities he looks up to.Connect with RamLinkedIn: linkedin.com/in/ramparimiWebsite: www.blend.comDisclosure:This podcast contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. These statements generally relate to future events, future performance or expectations and involve substantial risks and uncertainties. Forward-looking statements in this podcast may include, but are not limited to, our expectations regarding our product roadmap, future products/features, the timing of new product/feature introductions, market size and growth opportunities, plans for future operations, competitive position, technological capabilities and strategic relationships. The forward-looking statements contained in this podcast are subject to risks and uncertainties that could cause actual outcomes to differ materially from the outcomes predicted. Further information on these risks and uncertainties are set forth in our filings with the Securities and Exchange Commission. All forward-looking statements in this podcast are based on information available to Blend and assumptions and beliefs as of the date hereof. Except as required by law, Blend does not undertake any obligation to publicly update or revise any forward-looking statement, whether as a result of new information, future developments, or otherwise.
The Importance of Brand & Impact on the Experience “The purpose is the soul of the brand and needs to be understood in going through a rebranding exercise.”Most companies want their brand to be what customers want, and rivals envy. And that calls for a strong, purpose-driven brand strategy. This week on Be Customer Led with Bill Staikos, we had a fantastic conversation with Bill Kenney, CEO, and partner of Focus Lab, about aligning the customer experience with the company’s brand. Bill’s company, Focus Lab, is an established brand agency that assists B2B firms in connecting with their consumers and distinguishing themselves as market leaders. [01:08] Bill’s Background – Sharing his journey so far, Bill describes how he and his business partner established their company, Focus Lab, and how they serve their clients. [07:15] BX, CX, and PX - Bill outlines the distinctions between brand experience, customer experience, and product experience. [10:30] Purpose and Brand – Bill addresses the intrinsic relationship between purpose and brand. [14:11] Brand Strategy - Bill discusses the core tenets of brand strategy development.[19:00] Connecting the Experience – Bill mentions how businesses should consider tying their brand to the experience they intend to give. In addition, he explores how change management and employee experience influence above said connection formation. [27:50] Simplicity – Bill emphasizes the importance of simplicity in delivering a comprehensive brand experience.[30:07] Inspiration - Bill describes the personalities he admires from a business and mindset perspective and the sources of his inspiration.Resources:Connect with Bill:LinkedIn: linkedin.com/in/billskenney/Website: focuslab.agencyMentioned in the episode:The Ideal Team Player: How to Recognize and Cultivate The Three Essential Virtues: goodreads.com/book/show/28930640-the-ideal-team-player?from_search=true&from_srp=true&qid=0n991sancI&rank=1Zero to One, Start Now Get Perfect Later, Shoe Dog A Memoir by the Creator of Nike, [Hardcover] Crushing It 4 Books Collection Set: goodreads.com/book/show/52373483-zero-to-one-start-now-get-perfect-later-shoe-dog-a-memoir-by-the-creat?from_search=true&from_srp=true&qid=w5oMqQMvmb&rank=1
Colin Shaw on Focusing on Emotional, Subconscious, and Psychological Aspects of the Experience “In everything we talk about in customer experience, you can take the word customer out and put the employee in; the whole thing applies to employee experiences.”This week on the Be Customer Led with Bill Staikos, we’re joined by Colin Shaw, one of the earliest pioneers in Customer Experience. Furthermore, LinkedIn has recognized Colin as one of the "World's Top 150 Business Influencers". Also, he is the founder and CEO of Beyond Philosophy LLC. The Financial Times selected his company as one of the best management Customer Experience consultancies consecutively for the last four years. Besides that, Colin is the co-host of the popular podcast Intuitive Customer, ranked in the top five percent of all podcasts, according to Buzzsprout.[02:51] Colin's Background – Sharing his journey and the distinguishing characteristics of his career so far, Colin explains how his company differs from other CX consultancies in the industry.[08:03] Key Tenets – Colin presents some of the fundamental principles of CX to him. Comparing customer experience to employee experience, he elaborates on the application of customer experience in B2B.[10:27] Bring Together - Colin discusses his thoughts on how firms should integrate customer experience and employee experience in a meaningful way.[16:47] Intuitive Customer - In his book, "Intuitive Customer," he discusses focusing on the emotional, subconscious, and psychological aspects of the customer experience from a behavioral economics perspective, rather than merely comprehending the rational experience of customers. Mentioning this, he illustrates how to make this concept tangible for the CEOs or CFOs.[28:46] Customer Science - Colin defines the phrase customer science and its significance in broad terms. Additionally, he stresses the need for a proactive customer experience while embracing advanced technology applications in CX.[37:40] Inspiration – Colin describes the people who have impacted his life and the places where he finds inspiration and serenity.Resources:Connect with Colin:LinkedIn: linkedin.com/in/colinrjshaw/Mentioned in the episode:Podcast: The intuitive customer - Improve your customer experience to gain growth:beyondphilosophy.com/podcasts/Who Moved My Cheese?: goodreads.com/book/show/4894.Who_Moved_My_Cheese_?from_search=true&from_srp=true&qid=gepln5qMnW&rank=1The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level: goodreads.com/book/show/32328098-the-intuitive-customer?ac=1&from_search=true&qid=ONl1jIGZnE&rank=1
Nils Vinje on Leadership “Everything begins with you; it begins and ends with you.”This week on Be Customer Led with Bill Staikos, we’re joined by Nils Vinje, Founder and CEO of 30 Day Leadership. In thirty months, Nils Vinje advanced from an individual contributor to a vice president. Every team he coached excelled in performance. Also, the method by which Nils accomplished this served as the basis for his leadership coaching. He is a leadership coach, 3X Top 25 Customer Success Influencer, consultant, and public speaker. Moreover, Nils is the author of the book 30 Day Leadership, which equips leaders with the tools to handle any situation confidently. [01:54] Nils’s Journey – Nils describes his exciting journey to his current position and how he happened to write his book. [10:13] Way of Working – Nils discusses the styles he employs in his work with clients. [12:15] Yourself First – Nils explains why it is essential to understand how to lead ourselves first and how to initiate self-reflection. [19:05] Timeless - Nils points out why the leadership principles he teaches are universally applicable and how the COVID 19 pandemic has affected their applicability.[22:45] Social Contract - Nils defines the social contract and explains why he believes social contract violations are a significant cause of the current wave of great resignation. Nils also discusses how frequently he would suggest people update the social contract.[27:49] Leading with Communication – Nils summarizes his four pillars of leadership beliefs and why simply carrying out your tasks as a leader is insufficient. [31:41] Yes or No – Nils highlights the reasons and mechanisms for why it is crucial to receive a yes or no for any activity.[34:32] Role Models and Inspiration – Nils mentions the role models he admires. Furthermore, he explains how his sources of inspiration.Resources:Connect with Nils:LinkedIn: linkedin.com/in/nilsvinje/Mentioned in the episode:30 Day Leadership Playbook: Your Guide To Becoming The Leader You Have Always Wanted To Be: goodreads.com/book/show/55127989-30-day-leadership-playbook?from_search=true&from_srp=true&qid=TpkSmNB1Ab&rank=2B2B Academy - Exclusive Courses for Business Leaders: b2b-academy.com30 day leadership: 30dayleadership.com
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