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Customer Confidential: Untold Stories of Earned Growth

Rob Markey, Bain & Company partner and customer experience expert

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The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include C ...
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The Customer Success Playbook

Kevin Metzger and Roman Trebon

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Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain. Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring t ...
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Amas is a modern day prophet and Polymath. He brings a mix of Philosophy, storytelling, technology and humor to make sense of complex topics. You will love his sense of humor and irreverence in every episode.
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MarketoApp podcast is for Growth Hackers, Digital Marketers and Product Managers. Here you'll only listen about Growth and Marketing. We believe that only to do the right marketing is not the best way to grow, it used to work way back in early days of digital marketing era. Now every channel and your audience is mature, you also need to mature your strategy to be in industry and show the growth.
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Business of Healthcare

Matthew Hanis

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We believe Mission and Margin is the business of healthcare. Business of Healthcare (BOH) interviews feature innovations sustainably improving healthcare Mission & Margin. Each discussion includes a healthcare executive and innovator concentrating on the same problem. Think “Nightline” or “How I Built This” just for healthcare. Recent guests have included Bernadette Spong, Chief Financial Officer, Orlando Health, Paul Kusserow, President & CEO, Amedisys, Blake Marggraff, Founder & Chief Exec ...
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The Accord Research Alliance Podcast

The Accord Research Alliance Podcast

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The Accord Research Alliance podcast brings you short but powerful conversations with innovators who are committed to measuring what matters in Christ-Centered relief, development, and advocacy. Hosted by Nathan Mallonee and Rodney Green.
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The Go-To Physio

Dave O'Sullivan

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The Go-To Physio Podcast helps therapists differentiate themselves from other therapists by making sense of the most complex patients symptoms, effectively explain the problem & solution for complete buy in & design a bespoke step by step treatment plan for complete patient adherence while empowering your patients to build resilience that ethically increases your revenue, retention, referrals & reputation as the Go-To Therapist in your town! Dave O'Sullivan is the Current England rugby leagu ...
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show series
 
Send us a text Ready to rethink your approach to customer success without draining your budget? In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Joe Di Grande, founder of Joe DE's Tech Touch, to demystify tech touch strategies. Joe shares practical methods for building a tech touch framework even …
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Send us a text In the final chapter of a compelling three-part series on the Customer Success Playbook, hosts Kevin Metzger and Roman Trebon sit down once more with communication strategist Mary Schmid to explore whether artificial intelligence can play a meaningful role in building trust. With AI Fridays in full swing, the conversation veers into …
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Send us a text Strap in for another riveting episode of the Customer Success Playbook, where empathy isn’t just a buzzword—it’s a business advantage. Hosts Kevin Metzger and Roman Trebon are once again joined by communication maven Mary Schmid, who unpacks the neurological power of empathy and its pivotal role in client trust and loyalty. From the …
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Send us a text In this high-impact episode of the Customer Success Playbook, hosts Kevin Metzger and Roman Trebon welcome Mary Schmid, MBA, a communication and leadership expert with a passion for rewiring how we listen. Mary reveals how to shift from surface-level exchanges to trust-building dialogues by embracing her "Conversational Edge" framewo…
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Send us a text In this forward-looking Friday edition of the Customer Success Playbook, Cairo Marsh returns to round out his trilogy of episodes with a critical discussion: can artificial intelligence enhance empathy in customer experience, or does it risk eliminating the human touch? Cairo, Roman, and Kevin dive into the real-world uses of AI in s…
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Send us a text In this midweek edition of the Customer Success Playbook, Cairo Marsh returns to the mic to explore the layered world of empathetic marketing across cultures. From the Bronx to Tokyo, Cairo's lived experience adds a global lens to his practical insights on designing connection-first marketing strategies. He unpacks how empathy drives…
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Send us a text This episode of the Customer Success Playbook welcomes Cairo Marsh, Founder and Executive Partner of Relative, for a thought-provoking conversation on empathy-led marketing. Cairo shares his top tip for organizations seeking to harness empathy as a competitive advantage: focus on value at every touchpoint. From Patagonia's purpose-dr…
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Send us a text In the final episode of this powerful three-part series, the Customer Success Playbook Podcast welcomes back Shep Hyken for a forward-looking discussion on AI's role in customer experience. From customer trust and chatbot misfires to the fear of messing up (FOMU), Shep breaks down the opportunities and pitfalls of artificial intellig…
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Send us a text In this value-packed episode of the Customer Success Playbook podcast, Shep Hyken returns for Part 2 of our three-part series to address the billion-dollar question: How do companies balance price sensitivity with the growing demand for exceptional customer experiences? From mentalism to magic moments, Shep draws surprising parallels…
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Send us a text Get ready for a masterclass in customer service strategy with the legendary Shep Hyken. In this milestone episode of the Customer Success Playbook podcast, Shep breaks down key takeaways from his newly released "2025 State of Customer Service and CX" report. Discover why being merely "fine" won't cut it anymore, how consistency trump…
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Send us a text In the finale of our three-part series, Matt LeMay takes on the tech world's shiniest object: artificial intelligence. From summarizing meeting notes to influencing million-dollar decisions, AI is here to stay. But Matt warns against using AI as a goal unto itself. Product teams must ground their experimentation in business logic—or …
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Send us a text In part two, the gloves come off. Kevin and Roman dive into the chaos of defining impact across diverse teams with Matt LeMay. From freemium metrics to ROI confusion, Matt exposes why so many organizations fail to align on what "impact" actually means. This episode is your backstage pass to better collaboration and smarter goal setti…
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Send us a text We kick off this powerhouse three-part series with Matt LeMay, author of Impact First Product Teams. In this episode, we challenge the default mindset of "shipping features" and dig into how product teams can align closely with business-level outcomes. Matt lays down his number one tip for product leaders: set goals that are both hig…
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Send us a text It’s AI Friday on the Customer Success Playbook! In this forward-looking finale of our three-part series with Ken Sandy, we explore how artificial intelligence is reshaping product leadership. From discovery and prototyping to ethical decision-making and team collaboration, AI is not just changing the tools—it's changing the very ski…
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Send us a text In this dynamic midweek episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon are back with product leadership veteran Ken Sandy. This time, Ken tackles one of the most pressing challenges in modern product management: how to juggle the urgent demand for quick wins with the strategic need for long-term customer val…
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Send us a text In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Ken Sandy, author of The Influential Product Manager, to uncover the secret sauce behind leadership without formal authority. Ken draws on 25 years of product leadership to explain why "leading through influence" isn't just a survival…
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Send us a text Let’s demystify the magic behind streamlined customer success operations. In this episode of the Customer Success Playbook podcast, Kevin Metzger sits down with Gilad Shriki from Scope to unpack their strategic integration of FunnelStory. They dive into privacy-first data management, lightning-fast time-to-value, and how AI is reshap…
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Send us a text In this engaging episode of the Customer Success Playbook Podcast, host Kevin Metzger sits down with Gilad Shriki from The Scope to explore how FunnelStory is transforming customer success operations. With seamless integration capabilities and a robust automation-first approach, FunnelStory is setting a new standard for customer succ…
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Summary In this conversation, Amas Tenumah and Jeremy Hyde discuss the challenges and dynamics of the contact center industry, focusing on employee attrition, engagement, and the impact of customer behavior. They explore the importance of hiring strategies, employee empowerment, and the future of customer service in the age of AI. Jeremy shares ins…
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Send us a text Summary: Dive into an engaging conversation with Gilad Shriki, Co-founder of Descope, as he shares transformative insights on leveraging FunnelStory to optimize customer journey visibility. Learn how understanding customer data can shape strategic decisions and drive impactful customer success initiatives. This episode offers a deep …
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Send us a text Summary: In the finale of their insightful series, the Customer Success Playbook podcast hosts Roman Trebon and Kevin Metzger engage with Marcello Calbucci to unpack how AI is influencing the PR FAQ framework. Marcello shares key strategies on leveraging AI for research and feedback while cautioning against over-reliance that may ero…
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Today's episode explores employee experience with Kathakali Majumdar, Senior Manager of Employee Listening at LSEG. Kathakali shares her unexpected journey into HR, emphasizing the human aspect in organizations. Kathakali discusses the importance of a clear purpose, user-friendly data collection, leadership buy-in, and action-taking in employee lis…
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Send us a text Summary: In this engaging episode of the Customer Success Playbook podcast, hosts Kevin Metzger and Roman Trebon continue their deep dive with Marcello Calbucci, exploring how organizations can successfully integrate the PR FAQ framework. Marcello shares strategies for overcoming resistance to change, emphasizes the importance of wri…
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Send us a text Summary: In this dynamic episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger sit down with Marcello Calbucci, technologist, innovator, and author of the PR FAQ framework. Together, they unpack how Amazon's Press Release and Frequently Asked Questions method fosters innovation and sharpens strategic …
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Send us a text Summary: Get ready for an electrifying AI Friday as hosts Roman Trebon and Kevin Metzger wrap up their three-part series with AI expert David Singer. In this episode, the trio dives deep into how AI is reshaping customer experience, employee satisfaction, and business outcomes. From real-world success stories to a visionary look into…
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Episode 244: What defines a differentiated customer experience? It starts with a clear framework for measuring intangible value and making calculated trade-offs. In this special tribute show, we revisit our 2016 conversation with Eric Almquist, a former partner at Bain & Company, on the Elements of Value. This framework transforms how businesses un…
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Send us a text Summary: In this episode of the Customer Success Playbook podcast, Kevin Metzger and Roman Trebon sit down with David Singer, Global VP at Variant, to tackle a question that’s top of mind for every organization: How do you balance automation and human connection? From chatbots to IVRs, David shares invaluable insights into how busine…
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Send us a text Summary: How do you strike the perfect balance between automation and human connection in customer service? In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with David Singer, Global VP at Verve, to explore the critical role emotional intelligence (EQ) plays in customer interactions. Dav…
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Send us a text Summary: Welcome to the final installment of our three-part series with Martin Vogel on the Customer Success Playbook Podcast! This week, we dive into the transformative role AI plays in global support frameworks—particularly in the hardware plus SaaS world. AI isn't just a buzzword; it's changing the way businesses handle predictive…
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Send us a text Summary: How do you expand into new verticals and regions while still keeping your current customers happy? That’s the one big question we tackle in this episode of the Customer Success Playbook Podcast. Hosts Kevin Metzger and Roman Trebon welcome back Martin Vogel to explore the challenges of scaling a business while maintaining st…
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Send us a text Summary: In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Martin Vogel, an executive leader in global customer support and complex hardware-plus-SaaS solutions. They dive deep into the challenges of establishing a scalable, efficient global support framework and ensuring immediate a…
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Send us a text In this compelling finale of a three-part series, Terinee Pooler explores the transformative potential of AI in Net Promoter Score (NPS) management and customer success strategies. The discussion delves into how AI tools are streamlining customer feedback analysis, automating risk assessment, and enhancing the overall efficiency of c…
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In this episode, the discussion centers on the power of emotional connections in retail and aviation, featuring guest Mazhar Butt, an industry leader with extensive experience in international aviation and luxury retail. With a background at London Heathrow (LHR), Dubai International (DXB), and Dallas/Fort Worth International (DFW) airports, Mazhar…
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Send us a text erinee Pooler shares invaluable insights on transforming Net Promoter Score (NPS) feedback into actionable organizational change. The episode delves into practical strategies for ensuring customer feedback drives meaningful improvements across companies. Detailed Analysis The conversation explores several critical aspects of NPS impl…
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Send us a text In this engaging episode of Customer Success Playbook, Terinee Pooler, Atlanta Chapter Lead of Women of Customer Success, shares crucial strategies for developing and operationalizing effective Net Promoter Score (NPS) programs. Drawing from her extensive experience, Pooler emphasizes the importance of proactive customer engagement a…
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Send us a text In this compelling conclusion to our three-part series, Eleni Vorvis delves into the transformative role of artificial intelligence in strengthening the partnership between Customer Success and Product Management teams. Discover how AI is revolutionizing customer feedback analysis, product usage tracking, and strategic decision-makin…
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Send us a text This episode dives deep into the intricate relationship between product adoption monitoring and customer success. Eleni Vorvis, a seasoned customer success professional, shares her expertise on implementing effective monitoring strategies and establishing robust feedback loops with product management teams. The discussion explores bo…
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Send us a text In this compelling episode of The Customer Success Playbook, Eleni Vorvis, a fractional CS leader and consultant, shares invaluable insights on fostering effective collaboration between Customer Success and Product Management teams. She emphasizes the crucial importance of building strong relationships and understanding mutual goals …
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Send us a text In this thought-provoking episode, Mike Sabat, Enterprise Account Executive at Twilio, unveils practical strategies for leveraging AI in customer success and account management. He shares groundbreaking approaches to AI implementation, including using it as a virtual coworker and harnessing tools like Google Gemini for comprehensive …
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Episode 243: At Emory University, 99% of donations come from just 8% of donors. It’s a small alumni minority funding almost the majority of the university. This raises a big question: How do you cultivate loyalty among everyone else? In this episode, Emory’s Chief Experience Officer, Cutler Andrews, describes how they’re dismantling silos—by mergin…
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Send us a text Summary In this thought-provoking discussion, Mike Sabat from Twilio shares his perspective on the potential convergence of Customer Success Management (CSM) and Account Executive (AE) roles in enterprise technology. The conversation delves into how consumption-based pricing models and increasing product complexity are driving this t…
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Send us a text In this compelling episode of the Customer Success Playbook podcast, Mike Sabat, Enterprise Account Executive at Twilio, shares his expertise on effectively incorporating upsells into account reviews. He discusses how the increasing complexity of modern products creates opportunities for account managers to deliver additional value t…
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Send us a text In this illuminating discussion, Michael Bernstein from the Atlanta Journal Constitution reveals practical applications of AI in strategic partnership development. Drawing from his experience at AJC, Bernstein explores how artificial intelligence enhances market analysis, streamlines partnership communications, and drives innovative …
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Joining us today is Amanda Foo-Ryland, keynote and TEDx speaker, corporate culture speaker, leadership & development speaker, executive coach, author, and mother. With over 30 years of experience with human development and coaching, she knows how to connect deeply with people. Her purpose is to inspire others to live passionately. Her keynotes emph…
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Send us a text In this compelling episode, Michael Bernstein of the Atlanta Journal Constitution shares his expertise on leveraging strategic partnerships to drive customer success. He reveals how implementing a B2B partnership channel led to remarkable growth, accounting for 25% of AJC's subscription acquisitions within just six months. Through pr…
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Send us a text In this compelling episode, Michael Bernstein, Senior Partner and Business Development Lead at Atlanta Journal Constitution, shares his expertise on creating successful strategic partnerships. He introduces the innovative concept of "win-win-win" scenarios, emphasizing how partnerships must benefit all three key stakeholders: the org…
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Send us a text The conversation delves into how AI is reshaping customer success operations, from analyzing customer profiles to enabling personalized micro-learning experiences. Keith Hanks shares valuable insights on leveraging AI for content repurposing, pattern recognition, and operational efficiency, emphasizing how individual CSMs can take in…
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Send us a text In this thought-provoking episode of the Customer Success Playbook podcast, Keith Hanks challenges conventional wisdom about customer profiles. He emphasizes the importance of understanding and adapting to actual customer profiles rather than rigidly adhering to ideal customer profiles (ICP). Keith shares valuable insights on establi…
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