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Welcome to Customer Growth Sessions, presented by Intergrowth. Join host Pat Ahern, Managing Partner at Intergrowth, as we discuss techniques to build and scale systems that boost profitability for up-and-coming ecommerce businesses.
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Customer Confidential: Untold Stories of Earned Growth
Rob Markey, Bain & Company partner and customer experience expert
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 Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Colin Shaw, Beyond Philosophy LLC
We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer Experience and gain growth. This review sums up: "The dynamic between the two hosts makes this podcast. Each brings a unique take on the topic and their own perspective and plays off each other se ...
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Let's talk about government and Customer Experience. It might surprise you that government and Customer Experience have a tighter relationship than you think. Many organizations, particularly in the private sector, recognize the importance of providing great experiences to keep customers satisfied and loyal. But should governments do the same for t…
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Join us today for an exclusive interview with Jon Mason, the Creative Director and Founder of SwingJuice. In this insightful conversation, Jon shares his remarkable journey from running an energy drink business that reached 300 stores to launching a thriving golf apparel brand. Discover the pivotal moments that inspired his transition, how he smoot…
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Ep. 240: Caroline Lombardi | The Evolution of the Chief Customer Officer: From Scorekeeper to CEO Successor
24:35
Episode 240: How has the Chief Customer Officer (CCO) role evolved over time? Traditionally focused on tracking metrics, CCOs now play a proactive and forward-facing role in driving business innovation. In this episode, Caroline Lombardi, Global Head of the Hospitality & Leisure Practice at Egon Zehnder, explores the CCO role’s dramatic evolution. …
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Taking unproven routes can lead to exciting new possibilities. However, it could also lead to potential failure. That's what makes life interesting, isn't it? Optimistic thinking has led to groundbreaking achievements, like the moon landing in the 1960s. However, it's important to strike a balance between hope and realism. In today's episode, we ex…
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Over the course of three years, Maersk Line improved its Net Promoter Score (NPS) by an impressive 40 points, resulting in a 10% increase in shipping volumes. Even more remarkable, this growth occurred during a global shipping decline. But can other companies replicate Maersk’s success? Or are case studies like this more cautionary tales than roadm…
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Today, we're taking a break from interviewing other experts to bring you our next episode of SEO Shorts — the segment where we explain complex SEO concepts in layman's terms. We often see brands wasting money creating content that doesn't align with their business goals. With this episode, we're discussing the only three types of content that busin…
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If there is one thing that academics know how to do, it’s publish new research. It seems that umpteen studies are published every hour. It can be overwhelming to keep up with it all. So, we undertook it to help you with this week’s episode. We explore three fascinating studies in the realm of consumer behavior with insights from Dr. Morgan Ward, a …
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Join us today for an interview with Melissa Hollis, Co-Founder and CEO of Taylor Street Collective. Melissa delves into the critical aspects of defining ICPs, and buyer personas, and building effective go-to-market strategies for startups and solo marketing teams. She discusses the fundamentals of persona development, the importance of knowing your…
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Colin doesn’t sit in aisle 13 when he flies on an airline. It’s silly but true. He also fancies his red knickers on days when he is speaking in front of large crowds. While this errs on the side of too much information, it also foretells the topic of this week’s episode: superstitions and how they influence our decisions as customers and otherwise.…
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Hurricane Debbie dumped 17 inches of water in Colin's home. It was a traumatic experience, from wading through the murky water to the neighbor’s house—hoping not to encounter the alligators that usually hang out nearby—to watching a team of 12 recovery professionals sweeping through and gutting what remained inside after the water subsided. The exp…
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Ep. 239: Dan McCarthy | Food for Thought: How External Data Analysis Can Unlock Competitive Insights
29:17
Episode 239: What hidden insights can customer behavior data analysis reveal about how successful one food delivery app may be over another? Discover how analysis of externally sourced customer behavior data can fuel dramatic improvements in revenue forecasts and strategic decisions. See how competitor data analysis can help identify strengths and …
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Building + Elevating Your Brand Identity with Jordan Obinger, Creative Director at Edition Studios
35:12
Join us today for an interview with Jordan Obinger, Creative Director and Founder at Edition Studios. Jordan delves into the critical aspects of building and elevating brand identity for businesses. He discusses the fundamentals of brand creation, the importance of visual identity, and effective ways to differentiate your brand in competitive marke…
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Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim…
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One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of all the stuff you won’t learn in a book but is critical to the successful outcome of your program. The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, yo…
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Join us today for an interview with Alex Holmes, Chief Growth Officer at Influx. Alex delves into the critical aspects of building and scaling a customer experience (CX) strategy for ecommerce businesses. He discusses the importance of early CX planning, essential metrics for measuring success, and the role of both AI tools and human management in …
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Claire Dunwood has a pickle. She wants to know how to manage rising customer expectations with fewer resources than she used to have. This episode seeks to help her—and you—do exactly that. It’s pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doin…
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How Ecommerce Brands Can Scale Through Limited Release Product Launches with Audrey Fairbrother, Content Marketing Manager at EQL
28:05
In this episode of Customer Growth Sessions, we welcome Audrey Fairbrother, the Content Marketing Manager at EQL, to speak about limited product launches. Audrey shares her expertise on the concept and execution of limited product launches, providing insightful strategies for both established and emerging brands. Connect with Audrey Fairbrother on …
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Personalization is a developing area in Customer Experiences. With AI driving what could be possible, many of you might be wondering how you can best leverage its capability in yours. To that end, we invited our special guest, Graham Hill, Ph.D., to explore the rapidly evolving field of Personalization in Customer Experiences. With decades of exper…
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Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people…
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How to Launch an Influencer Marketing Program from Scratch with Yash Chavan, Founder of SARAL
40:50
In this episode of Customer Growth Sessions, Pat chats with Yash Chavan, CEO and founder of SARAL, about building effective influencer marketing campaigns. Yash outlines a six-step framework, covering everything from finding the right influencers to creating compelling offers and nurturing long-term relationships. Tune in for essential tips whether…
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In this episode, we tackle a thought-provoking question from one of our listeners: Is it ethical to use urgency as a marketing tactic? This question sparked a deep conversation about the ethics of digital marketing, particularly the use of scarcity to drive sales. We feature insights from Daniel Bisett, partner and CXO at WeRock DM, and Marketing P…
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Episode 238: In what appears to be a paradox, Verizon is accelerating its responsible AI journey through a measured, deliberate approach—ensuring its technology is primed to enhance customer experiences when they matter most. Verizon isn’t rushing to put AI in front of customers. Instead, they’re deliberately building trust, refining data quality, …
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In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intelligence, and examine how both concepts can enhance your experience management efforts. We begin with a discussion on the importance of Emotional Intell…
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Join us today for an interview with Jim Simon, the founder of JiMMYBAR!, a family-owned company known for its healthy food products. Jim dives into the challenges and strategies of running a family business in the competitive CPG industry. Discover how JiMMYBAR! has evolved over the years, from its unique go-to-market strategies to navigating suppl…
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In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a customer can benefit your business in the long run. We outline five critical rules to help you determine when it's time to part ways with a customer: R…
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Join us today for an interview with Miklós Kovács, founder and CEO of Gracing Media, and an early inspiration behind the Customer Growth Sessions podcast. Miklós does a deep dive into the benefits of podcasting for businesses and how to successfully launch a podcast to promote your brand. He shares his insights on everything from choosing the right…
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In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby, CEO of Alignment Growth Strategies, shares insights on leveraging AI to build customer relationships effectively. We discuss practical AI tools that enhance customer experiences and streamline efficiency. There are a couple o…
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How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup’s Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi’s strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive in…
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Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-fac…
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Better Product Development Through Live Shopping with Marcy McKenna, Founder of Live Shopping Academy
40:55
Join us today for an interview with live shopping expert, Marcy McKenna, a serial entrepreneur and the creator and founder of Live Shopping Academy. Marcy does a deep dive into the benefits of live shopping for ecommerce brands and how to successfully launch a live shopping campaign for your business, while also diving into her entrepreneurial jour…
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Colin has a bone to pick. No, it's not with cable providers this time. It's with the tradespeople involved in his latest home reno project. They are living up to the poor reputation that precedes them, and he has a list of complaints. Key problems included inaccurate pricing, disdain for previous workers' efforts, lack of collaboration, excessive u…
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Unleash the Amazing Power of Mental Models to Decode Customer Behavior | Master Class Part 8: Unlocking the Psychology of Customer Experience
32:02
Did you ever have an imaginary friend? If so, you already have a leg up on this week’s episode. Chances are you created a mental model of your imaginary friend and could predict with 100 percent accuracy how they might react to a given situation. A mental model is a detailed creation of an imaginary customer that helps you determine how a real-life…
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How Emerging Brands Can Grow Through Influencer Marketing with Amber Caro, Founder of Marketbite
24:48
In this episode of Customer Growth Sessions, Amber Caro, founder of Marketbite, shares strategies on influencer marketing for emerging brands. Learn about selecting influencers, commission structures, and leveraging platforms like TikTok and Shopify. To run influencer marketing campaigns, Amber recommends using https://www.getsaral.com/. For more i…
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You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don't, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction im…
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How to Invest in New Technology for Your Ecommerce Business with Lauren Linzer and Dusty Fields from Tonic
31:15
In this episode of Customer Growth Sessions, we sit down with Dusty Fields, Mobile Lead at Tonic, and Lauren Linzer, Director of Solutions at Tonic. We discuss Tonic’s approach to custom technology solutions, how e-commerce businesses should consider technology investments, and the process of building effective mobile applications. Get in touch wit…
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How to Understand Your Customers Hidden Motivations to Gain ROI Sub Title: Master Class Part 7: Unlocking the Psychology of Customer Experience
28:38
Customers can tell you why they do something, But they might be wrong. It's not that customers are stupid. No, it is quite the contrary. Customers' thinking and decision-making are complicated; multiple things happen simultaneously. Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate mastercla…
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Ep. 236: David Tudehope & Joseph Michelli | “Zig When They Zag”: Macquarie's Customer-Centric Revolution
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Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Macquarie Technology Group’s CEO, joins Rob Markey to discuss Macquarie’s competitive differentiator: a bold, customer-centric approach. David co-founded Macquarie to prioritize exceptional customer experience ove…
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Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I've mastered strategies for these situations. In this episode, we discuss …
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In this episode, Pat interviews Ammar Moiz, founder and CEO of Mayple. They discuss how Mayple's digital logistics platform helps e-commerce brands expand globally, focusing on how brands can effectively manage international shipping. Ammar shares strategies for overcoming common challenges in global logistics, explains key milestones for internati…
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How We Weigh Risk In Buying Decisions, The Answer Is Counter-Intuitive. Master Class Part 6: Unlocking the Psychology of Customer Experience
25:39
This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decisi…
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The Surprising Truth About Economic Decision-Making: Why Your Logic Might be Flawed. Masterclass Part 5: Unlocking the Psychology of Customer Experience
29:25
Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fifth in a series of eight, explores economic biases and how they create flaws in our decision-making logic. For example, one key bias discussed is the Sun…
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Ep. 235: Jon Freier | From Near Death to NPS Disrupter: T-Mobile’s Journey to Customer Leadership
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Episode 235: In 2012, T-Mobile lost nearly two million customers. Its revenue fell precipitously. Its situation seemed hopeless. Then came a new CEO with an audacious plan and a penchant for F-bombs. Jon Freier, president of T-Mobile’s US Consumer Group, joins host Rob Markey to share his firsthand account of the remarkable corporate turnaround. Jo…
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Scaling a Franchise, Brick and Mortar vs. Ecommerce, and Much More with Erin Casey Wolf, Co-Franchisor of Bella Bridesmaids
50:13
Join us today for an inspiring session with Erin Casey Wolf, co-franchisor of Bella Bridesmaids. Erin shares the story of Bella Bridesmaids' humble beginnings, which started from a less-than-ideal shopping experience for her own wedding and has grown into a trusted name in the bridal industry. Erin discusses how Bella Bridesmaids has expanded into …
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Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they're being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on…
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