customer-centricity

Join the digital customer experience revolution as we sit down with Mario, the trailblazing founder of Genie and former innovation maestro at Novartis. With a past as rich and diverse as the sectors he's transformed – healthcare, education, telecom, you name it – Mario brings insights on adapting and thriving amidst the digital tide. He shares tales of his transformative journey, including the challenge of moving homes 28 times and settling into the vibrant heart of São Paulo. But it's not all about change; Mario ties in the majesty of Brazil's Christ the Redeemer, drawing a compelling parallel to the awe-inspiring potential of consistency and surprise in customer experience.

This episode isn't just a rundown; it's an expedition into the future of strategy and innovation, where Mario's brainchild, Genie, stands poised to redefine the norm. We tackle the sluggish pace of innovation in the corporate world, dissecting the need for speed without sidestepping quality. Delving into the evolution from concept to customer testing, this dialogue crystallizes the strategic might of a customer-centred approach and the embrace of omnichannel tactics in the pharma sector. And suppose you're curious about the AI horizon. In that case, Mario's optimism and foresight provide a glimpse into a future where artificial intelligence isn't just a tool but a transformative force in business.

https://www.giosg.com/podcast

Your feedback matters to us, so feel free to leave your comments and suggestions. If you enjoyed this episode you enjoyed, please subscribe episode, to our podcast and share it consider leaving us a review with your network. Stay tuned by subscribing to our podcast. 

Remember for more interesting conversations on digital, your feedback helps us deliver the content you transform, customer service, and want to hear. Stay tuned leadership. Until next time! 
 

Stacy Sherman, a certified customer experience (CX) speaker, author, journalist, advisor, and the award-winning host of the DoingCXRight podcast. Stacy is recognized for her Heart & ScienceTM proven framework, renowned for its ability to generate profitable clients and foster brand loyalty through an empowered and valued workforce. With 25 years of experience as a strategist and practitioner at companies like Verizon, Liveops, Schindler Elevator Corp, Wilton Brands, and AT&T, Stacy has consistently practiced what she preaches. Furthermore, she holds leadership roles on multiple university boards and has been featured in prestigious publications such as Forbes and other top-rated outlets.

Stacy's driving purpose is to cultivate lasting relationships and create meaningful experiences that enrich people's lives.

SHOW SUMMARY

Stacy Sherman joins the Selling from the Heart Podcast to discuss the importance of customer experience in sales. She emphasizes that customer experience and customer service are not the same thing, and that customer experience encompasses the entire journey a customer goes through when interacting with a brand. Stacy introduces the heart and science framework, which blends the emotional and human aspects of business with data and metrics. She highlights the need for sales leaders to break down silos and create synergy between departments to deliver a consistent customer experience. Stacy also encourages salespeople to listen to customer feedback, both solicited and unsolicited, and bring that feedback back to the internal teams to drive improvements.

KEY TAKEAWAYS

• Customer experience is the entire journey a customer goes through when interacting with a brand, while customer service is a part of that journey.
• The heart and science framework blends the emotional and human aspects of business with data and metrics to create a sustainable customer experience.
• Sales leaders should break down silos and create synergy between departments to deliver a consistent customer experience.
• Salespeople should listen to customer feedback and bring it back to the internal teams to drive improvements.

QUOTES

• "Customer experience and customer service are not the same thing."
• "The whole journey matters. If the beginning is fantastic but the end is hard, customers will leave."
• "People buy from people they trust, people they like. It's the authenticity and connection that matter."

Learn more about Stacy Sherman: 
LinkedIn: https://www.linkedin.com/in/stacysherman/
Website: https://doingcxright.com/

Learn more about Darrell and Larry: 

Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/
Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/
Website: https://www.sellingfromtheheart.net/

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We're excited to let you in on a wonderful conversation we had with the maestro of customer experience, Helge Tennø. His insights on becoming customer-obsessed and the powerful role of AI in revolutionizing customer support will leave you rethinking your customer strategy. We also dissect Helge's unique spark of interest in customers, ignited by a combination of a failed user testing experience and a master class on change.

Turning the page, we step into the realm of healthcare, specifically dissecting human interactions within the pharmaceutical sector. The impact of these interactions on healthcare professionals can't be overstated. Helge enlightens us on the myriad factors influencing physicians' decision-making process and the need for change leadership to reevaluate customer assumptions. We then shift gears to talk about the magic of aligning organizational goals to optimize the omnichannel experience.

Wrapping things up, we ponder on the immense potential of omnichannel marketing in the pharmaceutical industry. As Helge rightly points out, understanding customer needs and differentiating between products, channels, and customers is crucial to success. We wrap up with some golden advice for aspiring heads of customer service - Helge's top three mistakes to avoid. And remember, it's not just about getting answers, but asking the right questions. Join us on this fascinating journey, share your thoughts, and stay curious!

(00:00) Customer-Centricity in the Digital Experience

(11:20) Improve Customer Experience in Healthcare

(19:02) Omnichannel Strategy in Marketing

(27:49) Pharmaceutical Industry Insights and Future Questions

(00:00) Customer-Centricity in the Digital Experience

This chapter explores the world of digital customer experience with guestHelge Tennø, a leading expert in customer strategy. Teder shares his insights on how companies can become customer-obsessed and discusses the role of AI in transforming customer support and experience. He also explains how his interest in customers was sparked by a failed user testing experience and a master class on change. Teder's passion for understanding the customer and driving change in organizations is evident throughout the conversation.

(11:20) Improve Customer Experience in Healthcare

This chapter explores the topic of human interactions within the pharmaceutical sector and its impact on healthcare professionals. Our guest, Helge, shares insights from recent articles in Norway where physicians expressed their struggles with workload and the need for better support. He also discusses his research on the 45 factors that influence a physician's decision-making process, emphasizing the importance of understanding the system and context surrounding the customer. We delve into the need for change leadership in organizations to unlearn assumptions about customers and relearn their needs. Helge also shares his views on optimizing the omnichannel experience by aligning organizational goals and outcomes. Overall, this chapter highlights the importance of gaining a deeper understanding of customers and their needs in the pharmaceutical industry.

(19:02) Omnichannel Strategy in Marketing

This chapter explores the potential for success in the pharmaceutical industry through omnichannel marketing. We discuss how omnichannel can be used to sell complex decision making, such as vaccines, and emphasize the importance of putting the customer at the center of this cross-functional approach. Understanding customer needs and differentiating between products, channels, and customers is crucial. The chapter concludes with the guest sharing their top three mistakes for aspiring heads of customer service to avoid.

(27:49) Pharmaceutical Industry Insights and Future Questions

This chapter explores the digital customer experience in the pharmaceutical industry. Hosts and guest Helge emphasize the importance of asking the right questions when engaging with industry professionals. They highlight the valuable insights gained from their conversation and how it can inform future discussions. Viewers are encouraged to like, share, and subscribe for more in-depth explorations of the topic. The hosts also invite viewers to leave comments with questions for Helge or future guests. The chapter concludes with a reminder to stay curious and continue innovating.

(06:57 - 07:47) Customer Centricity in the Pharmaceutical Sector

(10:08 - 11:20) Improving Efficiency in Healthcare System

(13:53 - 15:03) Improving Interactions With Physicians

(22:14 - 23:13) Asking the Right Question's Importance

https://www.giosg.com/podcast

Your feedback matters to us, so feel free to leave your comments and suggestions. If you enjoyed this episode you enjoyed, please subscribe episode, to our podcast and share it consider leaving us a review with your network. Stay tuned by subscribing to our podcast. 

Remember for more interesting conversations on digital, your feedback helps us deliver the content you transform, customer service, and want to hear. Stay tuned leadership. Until next time! 
 

Today on our show, we’re bringing you the third episode in our special summer mini-series recorded live from the Cannes Lions 2023 International Festival of Creativity. frog was an official partner of the event, where we hosted a cabana along the famed croisette. What ensued was four days of programming that included on-stage panels from our sunny beachside terrace and interviews with expert guests from leading brands in our on-site recording studio.

Day Three in the frog Cabana featured conversations on the topic of ‘Expectations for a Connected World.’ At a time of eroding boundaries between realms like the digital and physical, product and service, insight and interaction, bringing these worlds together in a seamless way is an ongoing shift, requiring endless experimentation, refinement, launching and scaling of new business models alongside entirely new ways of working.

Special thanks to this episode's guests: Chiara Diana, Chief Design Officer, frog; Timo Bularczyk, Director of Global IT, Mercedes-Benz Mobility; Ximena O'Reilly, Global Head of Design, Nestlé & Advisory Council, Design for Good; Christina Schehl, Vice President and Head of Germany, frog

Brought to you by frog, a global creative consultancy. frog is part of Capgemini Invent. (https://www.frog.co) 

Visit us to learn more and stay in the loop of our partnership with Cannes Lions. (https://cannes.frog.co/)

Visit frog to learn more about the Connected World (https://www.frog.co/services/connected-world)

Read 'Customer-Centricity in the Connected Era: Overcoming Five Common Challenges' in Business Leader (https://www.businessleader.co.uk/customer-centricity-connected-era-overcoming-five-common-challenges/)

Download the frog 'The Road Ahead' report. (https://go.frog.co/the-road-ahead)

In this episode of The Revenue Cafe Podcast, Armando Biondi is joined by Genny Orser, VP of Marketing at Mappedin, discusses the challenges of communication in remote-first companies. She highlights the importance of daily stand ups and huddles in her company to foster collaboration and intuition. Jenny emphasizes the value of hearing raw facts and snippets of information rather than relying solely on documentation. Armando agrees, noting that documentation is useful for reference but not effective for real-time thinking. The conversation underscores the need for interactive communication in the remote work environment. Learn everything in more detail in this episode of The Revenue Cafe Podcast by Breadcrumbs Hot Takes Live.
 

HIGHLIGHT QUOTES

Challenges of Communication in a Remote-first World. “In the current remote-first world, communication is becoming more and more challenging.” - Armando Biondi

The Value of Real-time Communication. “Documentation. I think it's very good backward. So if you don't remember why you took that decision or if you want to look at something that happened in the past, it's great, but for real time thinking of different teams, not effective at all.” - Armando Biondi

The Power of Daily Standups and Huddles. “All of our teams do daily standups. I don't think this is unique. I think lots of groups do this. But to me, that standup is incredible because product and marketing get to, like, you hear the raw facts about what's going on day to day.” - Jenny Orser

Fostering Intuition and Collaboration through Huddles. “We sit in open huddle channels all day long, so product and marketing will sit in the team kind of huddle and be able to collaborate and again, just like hear the snippets of what's happening... Huddles, I think, are an awesome way to do that.” - Jenny Orser
 

You can find out more about Genny Orser in the link below: 

LinkedIn: https://www.linkedin.com/in/genny-orser-7a842951/

In this episode of The Revenue Cafe Podcast, Armando Biondi is joined by Genny Orser, VP of Marketing at Mappedin, discusses the importance of aligning product and marketing teams for customer-centricity. She highlights how traditional customer teams (customer success, support, and sales) have typically been seen as the primary drivers of customer-centricity. However, Genny believes that product and marketing teams, with their front-row seats, can naturally be more customer-centric and should play a crucial role. She explains that by having both teams work closely together, companies gain a better understanding of the market, customer needs, and how to deliver a clear value proposition. This collaboration leads to improved alignment, stronger communication, and the ability to adapt value propositions and build holistic product roadmaps. Genny concludes by emphasizing the potential benefits of aligning product and marketing teams, regardless of the organizational setup, and invites further exploration of this topic. Learn everything in more detail in this episode of The Revenue Cafe Podcast by Breadcrumbs Hot Takes Live.
 

HIGHLIGHT QUOTES

Product and Marketing Collaboration for Customer Centricity - Genny: “I really come to realize in my current role that, you know, with product and marketing, having a front row seat, I think that there are other teams within your organization that can naturally be more customer centric, and certainly should be.”

The Benefits of Bringing Product and Marketing Together - Genny: “Sitting within one roof and on one team, I think, has encouraged just the most heightened organic communication that could exist between these two groups, between your product and your marketing group.”

You can find out more about Genny Orser in the link below: 

LinkedIn: https://www.linkedin.com/in/genny-orser-7a842951/

Digitizing companies struggle with finding the right solution for customer ecosystems or socio economic challenges. Why is it so hard? Because we are trying to reduce complexity alone and in silos. We need bridges across silos to collaborate and find ways break down complexity to serve ecosystems and create interrelated solutions and services. 

Insight from Julia on Leveraging Silos And Build Bridges

1 Learn to Leverage Silos: We need silos, but we also need to build bridges across silos to leverage the expertise inside silos

2 Which Silo is right? All views are right. The challenge is to get silos to focus on the customer's ecosystem and to guide conversation and value creation along  the customer journey.

3 Closing the Skill-Gap to Work Across Silos: We often work in silos, because we don't know there are smarter ways to collaborate. And hiring one Design Thinker with human-centric problem-solving skills won't change the culture alone.

4 Resiliency:  Are you able to ask yourself: Have I chosen the right approach? Will a silo approach suffice to solve this customer's problem? Putting our egos aside, reflecting and challenging ourselves and our intentions is key to working across silos. 

Connect with  us:

 Julia on Linkedin and cosmic.gold

 Me, Helena, on Linkedin or Instagram , or visit my website for more inspiring change stories

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Hey fellow change enthusiast,

I hope you enjoyed our conversation. Please share my podcast with people you think may also enjoy the insights. Please rate and review me as this helps me reach more change enthusiasts like yourself. :)

Thank you for tuning in,

Helena

Follow me for personal healing, growth, and transformation to unleash your authentic self and find your purpose ✨ 

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🫶🏼Instagram: https://www.instagram.com/helena_unapologetic/ 

🫶🏼LinkedIn: https://www.linkedin.com/in/helena-arjuna-suter-65471740/ 

🫶🏼Youtube: https://www.youtube.com/channel/UCcOt6Yo8eFgLQxLGmfQ5qHQ

Thank you for sharing, rating and reviewing this episode, it helps us grow and reach more people like you.

-Helena

Connect with us!

on linkedin: https://www.linkedin.com/in/helena-suter-65471740/

on Insta: https://www.instagram.com/whereboundariesdissolve/

Connect with my dear guest Irina Koitz at https://www.linkedin.com/in/irinakoitz/

About the episode:

Irina started with a vision. She wanted to build a smart product to improve customer decision-making, and she wanted to co-create it. Her vision was as new to the market as it was to the organization. Under her leadership today, the global data analytics team is developing the intelligence to deliver smart buildings. Find out how she learned to navigate change while co-creating the first smart product, and how she leads and motivates a global team building the company’s future data analytics competencies. 

Key take-aways:

• Cultivate authentic leadership to push an organization outside its comfort zone
• B2B co-creation Starts with sales buy-in and selecting the right customers
• Include your customers into your R&D iteration cycles
• Foster courage with belief in yourself and your idea  when you face resistance
• Navigate politics with authentic leadership to push an organization outside its comfort zone

Listen on to find out more!

Cheers,

Helena

Follow me for personal healing, growth, and transformation to unleash your authentic self and find your purpose ✨ 

🫶🏼TikTok: https://www.tiktok.com/@helena.unapologetic

🫶🏼Instagram: https://www.instagram.com/helena_unapologetic/ 

🫶🏼LinkedIn: https://www.linkedin.com/in/helena-arjuna-suter-65471740/ 

🫶🏼Youtube: https://www.youtube.com/channel/UCcOt6Yo8eFgLQxLGmfQ5qHQ

Thank you for sharing, rating and reviewing this episode, it helps us grow and reach more people like you.

-Helena