voice of the customer

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business's success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedback should get the spotlight. We explore the hidden value in those tough-to-hear comments and how they can become the catalysts for transforming your services and delighting your customers in ways you never imagined.

Join the discussion about the importance of an integrated feedback approach, where the good, the bad, and the innovative come together to give a 360-degree view of what your customers truly experience. Jeannie shares actionable insights on how to foster a culture that sees feedback as a gift—a chance to learn, grow, and excel. So, if you're ready to turn the tide on negative feedback and use it to your organization's advantage, this conversation is a must-listen. Tune in and empower yourself with strategies that ensure every piece of feedback is a stepping stone to elevating your customer experience.

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Mark Allen Roberts is a sales and marketing guru with a 35-year legacy of success at companies like the Timken Company and Frito Lay. He is the author of "Branding Backwards" and has been honored by the National Association of Sales and Marketing. Mark is known for his expertise in human-to-human selling and helping companies drive explosive growth.

SHOW SUMMARY

In this episode of Selling From The Heart, Mark Allen Roberts emphasizes the need for sales professionals to have worthy intent and genuinely care for their customers. Mark shares stories of companies that achieved explosive growth by understanding their customers' problems and providing solutions. He also provides practical tips for sales professionals, including the importance of asking good questions, listening to customers, and building relationships with key decision-makers and influencers.

KEY TAKEAWAYS

• Selling from the heart means having worthy intent and genuinely caring for customers.
• Understanding customers' problems and providing solutions is key to driving explosive growth.
• Sales professionals should ask good questions, listen actively, and build relationships with key decision-makers and influencers.

QUOTES

• "Selling from the heart is about authentically caring for people, serving others, and not worrying about hitting your sales numbers."
• "The more you know about your customers, the more you grow with your customers."

Learn more about Mark Allen Roberts: 
LinkedIn: https://www.linkedin.com/in/markaroberts/

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/

Got a video about how you sell from the heart? Share it by texting VIDEO to 21000.

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Explore the evolving landscape of B2B customer marketing with Lauren Turner, Director of Customer Marketing at Alyce. With prior career experience in product management and product marketing, Lauren brings a deep understanding and passion for the importance of the voice of the customer in guiding how to build products and programs. From the impact of budget cuts to the power of customer advocacy, discover the strategies and insights shaping this crucial function in the software industry.

In this episode, Lauren and Sunny dive into:

• (00:57) Lauren’s predictions for the future of customer marketing 
• (03:24) Why we’re seeing budget cuts in customer marketing and the challenge of calculating ROI in a relationship-building function
• (08:03) Best practices for building a community from scratch, and why customer marketing isn’t an ‘instant gratification’ function
• (12:59) Lauren's first few jobs in Product Management and Product Marketing, and how she used the voice of the customer in her day to day, and lessons learned working in different functions
• (18:00) Making the move to customer marketing
• (40:48) Best practices for collaborating across departments 
• (24:03) Balancing being collaborative while also demonstrating the unique value and results you help drive 
• (25:37) Lauren’s customer marketing experience in the pandemic and the long-lasting effects on community and customer marketing initiatives

Stay tuned through the end of the show (30:47) to learn: 

• How Lauren’s astrological sign influences her rapid fire responses.
• Which improv group Lauren is a member of. 
• Who Lauren thinks we should interview next.

Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and change? In our latest episode, we tackle these questions and more. Discover how creating an effective action plan, gaining support from leaders and teams, and utilizing technology can transform negative feedback into actionable tasks. We examine the power of prioritization in addressing persistent issues and underscore the value of viewing criticism as an opportunity for improvement rather than a personal affront.

But the conversation doesn't end there. We dive deeper into the steps you can take to handle negative feedback in a way that not only provides a solution but also enhances the overall customer experience. We emphasize the importance of respectful acknowledgment, an authentic apology, clear communication about resolution efforts, offering compensation, and demonstrating commitment through follow-up. Learn how negative feedback can be a catalyst for process improvements, employee training, and product enhancements. As we wrap up, we explore the profound impact of a mindset shift, and how establishing the right strategy and tools can lead to an optimum customer experience. Tune in and gain valuable insights to better understand your customers, their experiences, and how to turn criticism into positive change.

Resources Mentioned:
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
Learn more about CXI® Flight School -- cxiflightschool.com
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

In this episode of The AI for Sales Podcast, host Chad is joined with Rohan Sampath, founder and CEO of CoPilot, joins the AI for Sales podcast to discuss how AI can provide unparalleled deal visibility and sales coaching. He explains that the current state of conversational intelligence is focused on keyword matches and talk ratios, but the future of AI in sales is about understanding the voice of the customer. CoPilot uses large language models to analyze customer conversations and provide insights on what customers are saying and how sales reps are responding. This allows sales leaders to make data-driven decisions and coach their teams more effectively.

KEY TAKEAWAYS

• The future of conversational intelligence is about understanding the voice of the customer and analyzing customer conversations at scale.
• AI can provide insights on what customers are saying and how sales reps are responding, allowing sales leaders to make data-driven decisions.
• CoPilot helps sales teams understand the voice of the customer by analyzing conversations and identifying common themes and objections.
• AI can also be used to automate content creation and marketing efforts, making it more efficient and cost-effective.
• The impact of AI on jobs will vary, but content creation roles are likely to be disrupted as AI can generate content at a lower cost.

QUOTES

• "The best in class and what was considered conversational intelligence was things such as keyword matches, talk ratios, hesitance, etc. The beauty of large language models is really about applying understanding to what is being said in your conversation." - Rohan Sampath
• "CoPilot is about deeply understanding the voice of the customer by using the latest large language models to analyze customer conversations." - Rohan Sampath
• "The fight for attention is going to be harder and stronger than ever. Your best bet as an organization is to find deeper and deeper ways to engage with your customers and solve problems for them." - Rohan Sampath

Learn more about Rohan and connect with him in the links below:

LinkedIn: https://www.linkedin.com/in/rohansampath/
Website: https://www.copilotup.com/

Learn more about AI for Sales with Chad:

LinkedIn Group: https://www.linkedin.com/groups/12811259/
LinkedIn Personal Page: https://www.linkedin.com/in/chadburmeister/
YouTube Channel: https://www.youtube.com/@TheAIforSalesPodcast
TikTok: https://www.tiktok.com/@ai4sales
Facebook Page: https://www.facebook.com/theaiforsalespodcast/
Twitter Page: https://twitter.com/saleshack

The AI For Sales Podcast is sponsored by our proud partners:

BDR.ai | https://www.bdr.ai/
TruVersity | https://www.truversity.com/

The Big Themes:

• Customer stories at Cloud World 2022: Bonnie praises Oracle for including the voice of the customer in many of the keynote talks at the conference, including Oracle Me HCM customers McDonald's, Marriott, and the Church of Latter Day Saints.
• Six key takeaways: These three customers talked about their implementation experiences with Oracle HCM technology, and Bonnie wrote up six important insights that other companies considering HR tech upgrades should keep in mind.
• Fundamentals must come first: Before pursuing HR and HCM software implementation, business leaders must have a strong grasp of processes, personas, and the employee lifecycle and overall experience.

The Big Quote: "Role clarity is important... All three organizations felt like it's very important to understand how the team is going to be in the future, in the cloud, because the team infrastructure and what they are responsible to do in a cloud environment is very different than with legacy systems."

More from Bonnie Tinder: Connect with Bonnie on LinkedIn or send a message via her Acceleration Economy Analyst page.

What is customer experience, and why does it involve a multi-disciplinary team? Our guest today is Gene Lee, the Chief Experience Officer at Mailchimp. You’ll learn about the “bookends” and curating touchpoints in the customer journey, conducting experience reviews, using Voice of the Customer data to prioritize roadmaps, and more.

Podcast feed: subscribe to https://feeds.simplecast.com/4MvgQ73R in your favorite podcast app, and follow us on iTunes, Stitcher, or Google Podcasts.

Show Notes

• Mailchimp – the popular email marketing platform
• Razorfish, Chase, Scholastic, PlayStation – Gene’s previous places of work
• Episode 26: Bridging the Gap Between Designers and Developers with Roger Dudler
• Mailchimp's style guide on Voice & Tone
• Figma – a vector graphics editor and prototyping tool
• Miro – a visual collaboration tool
• Qualtrics – Voice of the Customer tool
• Userlist – Jane’s SaaS product
• Follow Gene on LinkedIn
• Become Gene’s mentee at ADPList

This episode is brought to you by Zeplin. Designers are most comfortable in their own design tool, and that’s the way it should be. But design files can be complex to other team members, and explaining them takes up time that could be spent designing and building! That’s why designers use Zeplin to organize their screens, show user journeys, and present their files to the team. Sign up for free at zeplin.io to get started.

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Description 

In this episode, Zeinab and Trisha speak with Marcia Tal, a corporate leader and fintech founder, with over 30 years of experience within Financial Services. As CEO and Founder of Tal Solutions and Founder of the PositivityTech Intelligent Platform, Marcia helps organisations uncover growth opportunities by utilizing their hidden data assets. As EVP at Citi, Marcia created and built the Global Decision Management function in over 30 markets, introducing advanced analytical tools and strong governance process into business decisions. We speak to her about being an intrapreneur within a large company, and what it takes to build a truly data centric organization.

 
Some relevant links for this episode:

Tal Solutions website: https://talsolutions.com/ 

PositivityTech website: https://positivitytech.com/ 

Chapter markers:

2:30: Founding decision management function at Citi

7:55: Challenges of being an intrapreneur

16:34: Leveraging 'voice of the customer' data

22:54: Applying AI/ML to analyze customer data

32:30: Utilizing customer data to improve processes

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Ted Newill is a business owner twice over, the first being Medical Device Success where he helps small to medium size medtech companies with strategic planning, marketing and sales expertise, and the second being a company called SRD Vision where his team manufactures a testing platform that helps researchers and eye care professionals conduct visual and reading tests. Ted holds a bachelor’s degree in business as well as a master’s degree in international management. He is also the host of the Medical Device Success podcast. 

The Being An Engineer podcast is brought to you by Pipeline Design & Engineering. Pipeline partners with medical & other device engineering teams who need turnkey equipment such as cycle test machines, custom test fixtures, automation equipment, assembly jigs, inspection stations and more. You can find us on the web at www.teampipeline.us.  

About Being An Engineer

The Being An Engineer podcast is a repository for industry knowledge and a tool through which engineers learn about and connect with relevant companies, technologies, people resources, and opportunities. We feature successful mechanical engineers and interview engineers who are passionate about their work and who made a great impact on the engineering community.

The Being An Engineer podcast is brought to you by Pipeline Design & Engineering. Pipeline partners with medical & other device engineering teams who need turnkey equipment such as cycle test machines, custom test fixtures, automation equipment, assembly jigs, inspection stations and more. You can find us on the web at www.teampipeline.us

Christopher Brooks' Customer Experience Superheroes starts its 7th season with a very important message in the world of accelerated digital dominance - people matter in CX. The message is shared loud and clear by Victoria Taylor of VictoriaTayluk, our first guest of this latest series.  Victoria, a CX consultant is in conversation with host, Christopher Brooks on this critical topic. 

2020 has seen the demise of the face to to face experience interaction, and a replacement with digital engagements. But this is not through choice its through circumstance. 
In discussion, Victoria explains why now its more important than ever to be 'upping our game' and delivering a quality human experience when the chance allows us.

Victoria also shares details of her latest mini-book, which is available via her website. https://www.victoriatayl.uk. You can reach Victoria on LinkedIn at https://www.linkedin.com/in/victoriatayluk/. You can connect with hist Christopher Brooks at https://www.linkedin.com/in/christopher-brooks-1425b7a/.

In this episode, Nick Webb the nations leading technology futurist and best selling author speaks about innovation pitfalls in medical device development. Nick Webb has been awarded over 40 patents by the U.S. Patent and Trademark Office for breakthrough technologies in a wide range of industries including consumer products, as well as one of the world’s smallest medical device implants. 

Nicholas Webb calls out disruptive innovation as the leading way to break away from traditional innovation methodology that bogs down the product and device development. He also calls out invalid VOC (voice of the customer) data collection that may miss what the customer truly desires.

Guest  Description:
A prolific writer and bestselling author, his most recent book, “What Customers Crave,” is used by top brands to design their customer experience and innovation strategies. “What Customers Crave” was featured as Mashable’s “Top 50 Marketing Books to Read” in 2017 and LinkedIn’s “Top Summer Read” for 2017. His other groundbreaking books include “The Innovation Playbook” and “The Digital Innovation Playbook.”

His next breakthrough book, “The Innovation Mandate,” will be published by HarperCollins Leadership in 2019.

In recognition of his contributions to healthcare innovation and policy, Nick Webb was awarded his Doctorate from Western University of Health Sciences, where he serves as an adjunct professor and the director of Innovation.

Nick is also the founder of  WebbLogic®, a research and development project that is reinventing the way in which consumers access and engage with healthcare and other consumer products and services, and is dedicated to creating the next generation of wearable technologies.

In episode 2 of a 3 part conversation with Jesse Pearlman, Agilist and Customer Success Expert at CA Technologies (formerly Rally Software), we discuss the Colorado Community of Agile Practice, the alignment of vision and environment, surviving vs. thriving, infinite scalability and the optimum end state, Agile failures, discipline and alignment, dating Agile, institutional narcissism, and listening to the customer.