최고 Know Your Customer 팟캐스트 (2024)

1
Bridging The Gap: Navigating The Digital Transformation Of Commerce With Lamees Butt 36:35

1y ago36:35

36:35

Lamees Butt joins Betsy and Tony on this episode to delve into the topics of digital transformation and the ever-evolving landscape of commerce. She shares her insights on the challenges faced during her journey, including the importance of failing fast and adapting, which eventually led her to the corporate world. Now a key player at Zoovu, an AI …

1
4 Traits For Any Leader To Build An Authentic Customer-Centric Culture With Jay Meyer 36:40

1y ago36:40

36:40

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 st…

1
Building Loyalty In Micro-Moments With Your Customers With Mark Ross-Smith 39:43

2y ago39:43

39:43

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 ma…

1
Solving The Biggest Small Business Problem With Prashant Fuloria 35:37

2y ago35:37

35:37

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.…

1
A Crucial Step On The Customer Journey: Retention And Churn Management With Tony Sternberg 28:46

2y ago28:46

28:46

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 li…

1
4 Rules For Improving The Customer Experience With Gail And Bruce Montgomery 1:00:22

2y ago1:00:22

1:00:22

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 ma…

1
The Future Of CX Is Customer Journey Management With Jochem van der Veer 36:13

2+ y ago36:13

36:13

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 strateg…

1
REALLY Knowing The Learning Style Of Your Customer With David Ciccarelli 40:19

2+ y ago40:19

40:19

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 s…

1
The Transformation Of Sales And Storytelling With Doug C. Brown 37:31

2+ y ago37:31

37:31

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 …

1
Re-Thinking How To Invest In Your Key Customer Accounts With Denise Freier 39:41

2+ y ago39:41

39:41

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 co…

1
Revealing Blind Spots In Customer Experience With Gal Oron 34:01

2+ y ago34:01

34:01

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 th…

1
Creating Transparency In Customer Conversations With Richard White 39:18

2+ y ago39:18

39:18

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 jo…

1
Aha! Uncovering Customer Insights With Darshan Mehta 31:03

2+ y ago31:03

31:03

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, Darsh…

1
Helping Your Customers Do Their Jobs In A More Fulfilling Way With Slater Victoroff 39:10

2+ y ago39:10

39:10

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 …

1
The Next Big Focus: The Buyer Experience With Ross Rich 40:26

2+ y ago40:26

40:26

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 wa…

1
Mastering Key Account Management with Alex Raymond 39:20

2+ y ago39:20

39:20

Alex joins Betsy and Tony to talk about proper key account management. He shares his entrepreneurial journey and what he refers to as the “classic startup pivot”. About a decade ago, he formed Kapta, originally a Human Resources software business turned key account management platform. The pivot occurred after the Kapta team simply spoke to their c…

1
The Business Value Of Driving Customer Behavior With Howard Tiersky 44:37

3y ago44:37

44:37

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 abo…

1
Understanding Your Company Vision And Scaling Your Business With Jacqueline Gamblin 35:25

3y ago35:25

35:25

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 crit…

1
Positive Behavior Change With Lesley Bielby 37:02

3y ago37:02

37:02

Lesley Bielby is back. She recently returned to creative marketing agency, DiMassimo Goldstein (DiGo), for the third time in her career. This time, she joins the team as Co-CEO and Chief Strategy Officer. Lesley shares her global career journey with Tony and Betsy, which includes major marketing agencies in cities like London, New York and Boston. …

1
How One Company’s Key Differentiator Will Bring Them 10X The Brand Impact With Eddy Badrina 43:29

3y ago43:29

43:29

Betsy and Tony talk to Eddy Badrina about building his business and making a positive impact. Eddy has humbly worked his way from the George W. Bush administration to starting, selling, and buying back digital marketing agency, BuzzShift. His latest venture is leading Eden Green Technology as CEO. Prior to joining Eden Green Technology, Eddy knew h…

1
Deepening Customer Relationships By Going Beyond NPS With Chris Kuenne 35:00

3y ago35:00

35:00

On this episode, Chris Kuenne joins Betsy and Tony to share his 30+ year journey that started at Johnson & Johnson as a Franchise Marketing Director. He has since launched and sold a customer marketing business to Publicis for over $600MM. Chris also teaches a High Tech Entrepreneur course at Princeton University. His most recent stop on his entrep…

1
Understanding Customer Expectations With Nicole Glenn 41:43

3y ago41:43

41:43

Nicole Glenn joins the podcast to describe her career path from the retail industry to a passionate entrepreneur and owner of Candor Expedite, a top woman-owned business in the transportation industry. Though Nicole shares that she never felt ready to be an entrepreneur, she has truly found her passion creating positive customer experiences and an …

1
Customer Centricity And Jobs To Be Done With Jay Haynes 48:55

3y ago48:55

48:55

Join us for a conversation with Jay Haynes, CEO of thrv, the first and only jobs-to-be-done product management software, which is based upon the foundational work of Clayton Christensen. At the heart of everything Jay and thrv do, is customer centricity. As humans, our goals don’t change over time. For example, the need to get from point A to point…

1
How One Company Is Changing The Customer Experience In A $200B Industry With Ed Vincent 37:45

3y ago37:45

37:45

Meet Ed Vincent, founder of festivalPass, the world's first live events subscription service across music, film, food and wine, sports, theater, tech innovation and more. Betsy Westhafer and Tony Bodoh excitedly talk about how this model changes customer experience! For a long time, concert-goers and show-watchers have been trained to be subject to…

1
Chatbots With Brains With Peter Voss 38:59

3y ago38:59

38:59

We’ve all been there. The aggravation of calling into a customer service line with a problem that you have to explain over and over again, wasting your time and energy. Even nice humans like Betsy and Tony see red during these interactions. Enter Peter Voss and AIGO. From a garage to a company of over 400 people, Peter has seen it all (and research…

1
Nurturing Human Connection During The Rise Of Automation With Lucas Liu 29:08

3+ y ago29:08

29:08

Lucas is the Co-Founder and CEO of INFI, a tech company that specializes in mobile apps, point-of-sale kiosks, and marketing services for QSR & Franchises. Lucas joined the hospitality industry in the most unexpected way – through a karaoke bar! Over the next several years, he found a way to combine two of his biggest passions of engineering and re…

1
Top-Down Strategic Customer Success With Kim Moceri 26:37

3+ y ago26:37

26:37

In this episode, Betsy and Tony chat with Kim Moceri, Operating Partner at Francisco Partners. Kim starts off by explaining her career path, which includes taking a tactical support organization to a consultative business focused on the customers’ outcomes. In Kim’s current role, she is responsible for getting her 50-60 portfolio companies to under…

1
A Look Back And A Look Ahead With Betsy Westhafer And Tony Bodoh 56:33

3+ y ago56:33

56:33

Listen into this episode with two brand new guests – Betsy and Tony! As two CEOs, they dive into what has driven their careers and businesses forward. Tony’s business focuses on a bottom-up approach and Betsy’s business focuses on a top-down approach. They meet somewhere in the middle to discuss how to better engage with customers. They also explor…

1
The #1 Way To Grow Your Business With Kristy Knichel 35:16

3+ y ago35:16

35:16

Business growth is unattainable if you don’t engage with the very people that drive it: the customers. Kristy Knichel is a 24-year veteran of the transportation and logistics industry who understands that listening to your customers is the number one way to grow your business. She is the CEO of Knichel Logistics, a WBENC-Certified Business Enterpri…

1
The Transformation From Customer Service To GigCX With CEO Roger Beadle 45:01

3+ y ago45:01

45:01

In this episode, Tony and Betsy speak with Roger Beadle, CEO and co-founder of Limitless Technology, a customer experience business dedicated to changing the way you view the traditional customer service model. Roger explains the GigCX model and the benefits of this crowd-sourcing technology that will make any CEO rethink their existing customer se…

1
The Business Case For Loving And Caring For Your Customers With John Boggs 42:34

3+ y ago42:34

42:34

Many business leaders have shifted to thinking about their teams as their customers, but that wasn’t always the case in the past. John Boggs ensures that in order to know his customers he knows his team and treats them with love and care. John is the CEO of the Brave Thinking Institute and the Director of its Business and Leadership Division. In th…

1
How Customer Success Is Executed In Private Equity With Sirous Wadia 31:36

4y ago31:36

31:36

One of the greatest indicators of a prosperous business is its customer success. How do you bring that into private equity? In this exciting episode, Betsy Westhafer and Tony Bodoh sit down with Sirous Wadia, the Practice Director, Customer Success at K1 Capital, to discuss that answer. Sirous talks about his career path and gives listeners a view …

1
Evolving AI For Customers With Matt Coatney 38:03

4y ago38:03

38:03

Two powerful trends are disrupting almost every industry – artificial intelligence and the freelance economy. Coming from obscure beginnings some decades ago, they have since evolved and are now braced to change business as we know it for good. Straddling on both these revolutionary trends is Matt Coatney, a C-level technology executive, award-winn…

1
Getting To The Root Cause In Customer Experience Analytics With Sid Banerjee 41:41

4y ago41:41

41:41

Companies and leaders who really want to listen to their customers put the technologies in place to do so, especially large companies. They listen to millions of people every single day or week and then derive information that will guide them in rapidly innovating and improving how their organization engages with customers or change the product or …

1
How To Have An Agile Mindset When Listening To The Customer with Scott Miller 46:30

4y ago46:30

46:30

In this episode, Scott Miller, Head of Thought Leadership at FranklinCovey, joins Betsy Westhafer and Tony Bodoh as they discuss how FranklinCovey reshaped itself based on the minds of their customers and why it’s important to have an agile mindset when listening to your customer. Scott shares his journey throughout the years and the multiple roles…

1
Patient Demand Advanced Healthcare By 35 Years In 7 Days With Tanya Mack 56:13

4y ago56:13

56:13

Technology has allowed healthcare to make great strides in providing health services to people no matter where they are located. Telehealth is now making that massive shift happen in healthcare in 2020. The person leading the way, in many ways, has been Tanya Mack, the President of Women’s Telehealth. In this episode, she joins hosts Betsy Westhafe…

1
What It Means To Be An Extension Of Your Customer’s Brand With Jason Chan 44:05

4y ago44:05

44:05

As consumers themselves, entrepreneurs know the good stuff from the bad. They’ve been in their customers’ shoes and know the struggles they’re going through. For Jason Chan, understanding the customer has always come naturally. He picks up on what’s out there, sees the opportunities, and goes for it. Jason is Rakuten Super Logistics’ VP of Sales an…

1
Developing Clients For Life With Ivy Slater 50:51

4y ago50:51

50:51

In our careers, in some way or another, we are all serving clients. Unfortunately, far too few develop the necessary skills and strategies to develop and keep those clients for life. Ivy Slater joins Betsy Westhafer and Tony Bodoh on today’s podcast to share how you can develop clients for life and discusses the importance of listening to your clie…

1
Understanding What Your Customer Wants At Their Core With Tracy Hazzard 40:40

4y ago40:40

40:40

Building trust with clients is hard enough in any business, but it can be a little bit tougher when you’re working with a broad spectrum of clients. Few businesses deal with a broader clientele than Tracy Hazzard’s business does. As the co-founder and CEO of Brandcasters, Inc., the largest podcast post-production company in the US, Tracy deals with…

1
Today Value Is Created Through The Customer’s Transformation with Betsy Westhafer and Tony Bodoh 43:05

4+ y ago43:05

43:05

The COVID-19 crisis has nudged businesses worldwide to pivot, not only with the pandemic itself but with the changing nature of the economy. As we enter the new decade, we usher in a new economic paradigm – a transformational economy where value creation is most seen in customer transformation. This is an economy where the foundational tenets of cl…

1
My Ideal Customer Is The One Who I Can Make Successful With Ross G.D. Fulton 53:32

4+ y ago53:32

53:32

Making sure you’re delivering value to your customer means knowing who your ideal customer is. In this episode, Betsy Westhafer and Tony Bodoh talk to Ross G.D. Fulton about the ideal customer and the increase of blending customer success and customer experience for value creation. Ross is the Founder and CEO of Valuize, a company that helps B2B so…

1
Who Your Customers Are And Who They Aren’t With Jay Hornbuckle 39:21

4+ y ago39:21

39:21

Small businesses typically have a family-like dynamic that is often very crucial to their success. As soon as a business starts to scale and increase their workforce, this family feel is often the first to go out of the window. A professional employer organization helps you keep your employee engagement healthy even as your business grows. Jay Horn…

1
What Support Is Going To Make This Patient Relationship Successful? With Dr. Lauren Munsch Dal Farra 34:46

4+ y ago34:46

34:46

Much of our healthcare is built upon the transactional framework – the patient comes to the hospital, gets admitted, and is subjected to medication and medical procedures to cure whatever ails them. At PALM Health, an integrative medicine and wellness center in St. Louis, Missouri, clients get to have a whole new experience with its patient-centere…

1
Using Better Customer Intelligence To Optimize Services With José A. González 29:41

4+ y ago29:41

29:41

Customer support is a big driver of customer success in the B2B sphere. In the B2C space, however, things can be more challenging as you’re dealing with hundreds to thousands of customers daily. How can you design your customer service program so that it translates into customer success as you scale your business? José A. González, the CEO of Infol…

1
Making Your Product The Safest Choice, Part 2 With Mark S A Smith 34:51

4+ y ago34:51

34:51

Betsy Westhafer and Tony Bodoh continue to discuss ways to reduce risk mitigation in Part 2 of their discussion with business growth strategist Mark S A Smith. In this episode, Mark breaks down the eight ways businesses can reduce perceived risk to ensure they are the safest choice. He shows how customers experience purchase risk and helps salespeo…

1
Making Your Product The Safest Choice, Part 1 With Mark S A Smith 27:12

4+ y ago27:12

27:12

It is natural for business owners to aim at producing the best products in their respective industries. After all, who would want to buy products that are sub-par? Contrary to this, business growth strategist Mark S A Smith believes it is not about being the best choice out there that gets the sale but about being the safest choice, especially in o…

1
For My Customers To Improve, I Have To Improve With Ryan Schreiber 36:46

4+ y ago36:46

36:46

How well are you getting to know your customers? Making an active effort to learn more about your customers and improve your customer relationships comes with fantastic opportunities to learn and grow. Ryan Schreiber, CarrierDirect’s Director of Engagement, chats with Betsy Westhafer and Tony Bodoh to discuss why customer relationships should be at…

1
Wow! They Really Do Care About Their Core Experience With Mark DiMassimo 44:19

4+ y ago44:19

44:19

Brand experience is what gets customers talking about your business and word of mouth is certainly the best advertising one can ever hope for. Building a brand that gives a consistent experience is something on which all entrepreneurs should be focusing their energy. Joining Tony Bodoh and Betsy Westhafer on the podcast today is Mark DiMassimo, fou…

1
Bringing Your Customers Into The Development Process Is A No-Brainer With Nick Ripplinger 36:43

4+ y ago36:43

36:43

The quickest and most efficient way to innovate on a product or service is to know your customers and acquire a genuine understanding of the problems they encounter on a daily basis. Customer-driven innovation is Nick Ripplinger’s guiding principle that drives his success in rapid innovation technology commercialization. Nick is the Founder and Pre…

1
Be The Trusted Partner With Matthew Evetts 30:10

4+ y ago30:10

30:10

The shift to remote work is a challenge for most companies, but even more so for those whose company cultures are built on customer centricity and face-to-face communication. Being a trusted partner is the number one concern for Matthew Evetts, even as everyone is going through quarantine. Joining Betsy Westhafer and Tony Bodoh in today’s episode, …

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