Customer Experience Episodes

christian lachel on brand

“We create experiences that touch the heart.” In our increasingly digital world, it may surprise some to learn that creating engaging physical experiences for brands is still a priority for marketing leaders. Christian Lachel is an architect of these experiences … Read More


mack collier on brand

“It takes time to cultivate relationships.” Mack Collier has been cultivating relationships for a long time. The social media strategist, speaker, and author has been blogging for 12 years and has hosted the Twitter chat #Blogchat since March 2009. He’s … Read More


bill price on brand

“Too often today we over-survey our customers.” As Amazon’s first Worldwide VP of Customer Service, Bill Price is a legend in the field of customer service. As an author and advisor, he continues to drive home the fact that service … Read More


nicholas-webb

“The future for both organizations and entrepreneurs is in leveraging innovation techniques to design masterful customer experiences.” Nicholas Webb knows a thing or two about both customers and innovations. As an inventor, he’s been awarded over 45 patents. He now … Read More


erica mcgillivray moz

“It doesn’t matter where you interact with us — you’re part of our community.” Being on the community team at SEO software giant Moz isn’t just focusing on social media. As senior community manager, Erica McGillivray interacts with the brand’s … Read More


john zissimos on brand

“You have to build marketing inside out today. It has to come from inside the company.” It’s this kind of hard work that drives John Zissimos, Chief Creative Officer for software giant Salesforce. His work includes growing a coherent brand … Read More


jay baer

“Every single time you respond to a customer complaint it increases advocacy. Every time you don’t it decreases it.” Jay Baer would know. For his new book Hug Your Haters, Jay didn’t just write about what he thought and felt about … Read More


“Our brand means many things to many people.” As we cheer from the sidelines and the comfort of our couch on game day, it can be easy to loose sight of the fact that great American sports teams like the … Read More


denise lee yohn

“Your brand can’t just be a promise. It must be a promise delivered.” Denise Lee Yohn knows a thing or two about great brands. Specifically, What Great Brands Do — the title of her best-selling book. The follow-up Extraordinary Experiences … Read More


“So many marketers have never walked a mile in their user’s shoes.” While we joked about playing “buzzword BINGO,” Litmus’ Justine Jordan and I spent a lot of time talking about mapping the customer journey and designing intentional experiences. Before she … Read More


Nick has a knack for making complex topics simple.
Jacey Wilkins, National Institute of Metalworking Skills

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