RedCircle VERIFY_TOKEN_10b57a9d-3ddd-4095-b039-39b5f94cc21c -- Rendered At Tue, 19 May 2026 13:17:25 +0000 All About The Customer https://redcircle.com/shows/all-about-the-customer en-US All rights reserved. Influitive We talk with customer-obsessed people to uncover how you can be more customer-focused. From customer marketers to CS leaders, we go deep with people who put their customers at the heart of everything they do. This podcast is for: Customer marketers, advocacy/community builders, CS leaders. Your host is Dan Kalmar. Dan is the managing director of Upshot by Influitive, where his team creates authentic customer stories for industry-leading companies like Cisco, HPE, and Dropbox. He’s also the host of the All About the Customer podcast, but you knew that already, didn’t you? 10b57a9d-3ddd-4095-b039-39b5f94cc21c We talk with customer-obsessed people to uncover how you can be more customer-focused. From customer marketers to CS leaders, we go deep with people who put their customers at the heart of everything they do. This podcast is for: Customer marketers, advocacy/community builders, CS leaders. Your host is Dan Kalmar. Dan is the managing director of Upshot by Influitive, where his team creates authentic customer stories for industry-leading companies like Cisco, HPE, and Dropbox. He’s also the host of the All About the Customer podcast, but you knew that already, didn’t you?

]]> episodic no Influitive dan.kalmar@influitive.com no full Why Customer Marketing Is a Lonely Profession—and Why It Doesn’t Have to Be Why Customer Marketing Is a Lonely Profession—and Why It Doesn’t Have to Be Influitive Customer marketing can be a lonely job. That’s bad for customer marketers, their companies, and customers. Evan Jacobs, Head of Customer & Partner Marketing at Chainalysis, shares why customer marketing is both lonely and dangerous, how this isolation impacts our companies and customers, and how to start working more cross-functionally with other teams. 

]]> <p>Customer marketing can be a lonely job. That’s bad for customer marketers, their companies, and customers. Evan Jacobs, Head of Customer &amp; Partner Marketing at Chainalysis, shares why customer marketing is both lonely and dangerous, how this isolation impacts our companies and customers, and how to start working more cross-functionally with other teams. </p> bd53e3d6-559d-49c4-8063-61a43edc9368 https://influitive.com/podcast-all-about-the-customer/ Wed, 17 Jan 2024 21:26:02 +0000 1889 no full The Intersection of Customer Marketing and Customer Education The Intersection of Customer Marketing and Customer Education Influitive Customer education and customer marketing logically overlap but are too often disconnected. Customer education makes great material, and then marketing promotes it. But Shannon Howard, Director of Customer & Content Marketing at Intellum, believes the two functions should combine forces. In this episode, Shannon dives into why customer marketing can better enable customers to turn into advocates, how customer education can scale customer success, and how customer marketing and education can work more closely together.

]]> <p>Customer education and customer marketing logically overlap but are too often disconnected. Customer education makes great material, and then marketing promotes it. But Shannon Howard, Director of Customer &amp; Content Marketing at Intellum, believes the two functions should combine forces. In this episode, Shannon dives into why customer marketing can better enable customers to turn into advocates, how customer education can scale customer success, and how customer marketing and education can work more closely together.</p> b65f6290-2c20-48eb-81d2-2a47678a7be6 https://influitive.com/podcast-all-about-the-customer/ Tue, 16 Jan 2024 20:06:37 +0000 1968 no full Your Customer Is Not Your Enemy Your Customer Is Not Your Enemy Influitive Customers might not always be right, but they also aren’t the enemy when things go wrong. When SaaS relationships break down, Casey Trujillo, Vice President, Sales Excellence at BrainStorm Inc, sees everyone turn on each other. But it doesn’t have to be this way. In this episode, Casey breaks down how to set up SaaS relationships for success and what to do when they break down.

]]> <p>Customers might not always be right, but they also aren’t the enemy when things go wrong. When SaaS relationships break down, Casey Trujillo, Vice President, Sales Excellence at BrainStorm Inc, sees everyone turn on each other. But it doesn’t have to be this way. In this episode, Casey breaks down how to set up SaaS relationships for success and what to do when they break down.</p> 2f575bd7-03c6-4a06-85d2-77e6791b30ce https://influitive.com/podcast-all-about-the-customer/ Tue, 16 Jan 2024 15:48:03 +0000 2172 no full Making It Personal: Your Key Differentiator to Business Success Making It Personal: Your Key Differentiator to Business Success Influitive Too often, businesses focus on product personalization. But they don’t focus enough on ensuring their customers are cared for as humans. Best-selling author Dr Joseph Michelli believes this “making it personal” approach is the key to success. In this episode, Dr Michelli shares the meaning of making it personal, why caring for our customers as people is good for business, and examples of companies from Starbucks to The Ritz-Carlton who are doing it right.

]]> <p>Too often, businesses focus on product personalization. But they don’t focus enough on ensuring their customers are cared for as humans. Best-selling author Dr Joseph Michelli believes this “making it personal” approach is the key to success. In this episode, Dr Michelli shares the meaning of making it personal, why caring for our customers as people is good for business, and examples of companies from Starbucks to The Ritz-Carlton who are doing it right.</p> 67059585-97b5-4b51-8f5e-58ce7a4464fc https://influitive.com/podcast-all-about-the-customer/ Tue, 16 Jan 2024 14:31:23 +0000 1850 no full How AI Can Aid—and Hurt—Customer Communities How AI Can Aid—and Hurt—Customer Communities Influitive In the time of AI, Carrie Melissa Jones believes we need community now more than ever. In this episode, Carrie shares AI's positive and negative impacts on community building, how not to lose our humanity in the age of AI, and some AI tools that can help you scale your customer community efforts the right way.

]]> <p>In the time of AI, Carrie Melissa Jones believes we need community now more than ever. In this episode, Carrie shares AI&#39;s positive and negative impacts on community building, how not to lose our humanity in the age of AI, and some AI tools that can help you scale your customer community efforts the right way.</p> d2b6c2d0-1591-423e-86b5-aade4f12999e https://influitive.com/podcast-all-about-the-customer/ Tue, 09 Jan 2024 16:45:04 +0000 2071 no full 2023 All About the Customer podcast recap 2023 All About the Customer podcast recap Influitive Let's look back at the year that was. In this episode, we dive into a recap and soundbite from each of 2023's 18 episodes.

]]> <p>Let&#39;s look back at the year that was. In this episode, we dive into a recap and soundbite from each of 2023&#39;s 18 episodes. </p> d467fe75-f956-44bd-92ec-b2d4749a0e49 https://influitive.com/podcast-all-about-the-customer/ Wed, 27 Dec 2023 13:00:00 +0000 2531 no full Stop Waiting: Why You Should Engage Customers as Advocates from the Start Stop Waiting: Why You Should Engage Customers as Advocates from the Start Influitive Too often, we wait months—or even years—to engage customers as advocates. But in waiting, we lose out on valuable opportunities. In this episode, Udemy's CMO Dr. Genefa Murphy shares how to engage customers earlier, the massive missed opportunities that happen when you don’t, and why advocacy should truly be a two-way street.

]]> <p>Too often, we wait months—or even years—to engage customers as advocates. But in waiting, we lose out on valuable opportunities. In this episode, Udemy&#39;s CMO Dr. Genefa Murphy shares how to engage customers earlier, the massive missed opportunities that happen when you don’t, and why advocacy should truly be a two-way street.</p> a7d80265-b4a1-4a9a-b24f-8d300f1a6fdf https://influitive.com/podcast-all-about-the-customer/ Wed, 13 Dec 2023 13:00:00 +0000 2306 no full How Autodesk Is Doubling Down on Customer-Centricity How Autodesk Is Doubling Down on Customer-Centricity Influitive Autodesk has long been a product-driven company. And while they were always customer-centric, they knew they needed to double down and shift from being product-driven to customer-driven. In this episode, Vikram Dutt, Vice President of Industry & Portfolio Marketing at Autodesk, shares the reason for this shift, how they’ve codified these approaches in their marketing efforts, and why being more customer-centric has been empowering to his team.

]]> <p>Autodesk has long been a product-driven company. And while they were always customer-centric, they knew they needed to double down and shift from being product-driven to customer-driven. In this episode, Vikram Dutt, Vice President of Industry &amp; Portfolio Marketing at Autodesk, shares the reason for this shift, how they’ve codified these approaches in their marketing efforts, and why being more customer-centric has been empowering to his team.</p> 889eece0-1098-40d8-8636-a8284b859050 https://influitive.com/podcast-all-about-the-customer/ Wed, 29 Nov 2023 13:00:00 +0000 2139 no full Why Customer Retention Is a Team Sport Why Customer Retention Is a Team Sport Influitive For a long time, customer retention was viewed as CS' singlehanded responsibility. After all, isn’t that their job? But Kevin Lau, Senior Director of Global Customer Engagement at F5, believes retention is a team sport. Marketing, sales, and CS should come together to create better customer experiences. In this episode, Kevin dishes on why he believes marketing can help CS, why onboarding is a key part of retention, and how to determine the proper swim lanes when multiple teams are involved in ensuring customers are successful.

]]> <p>For a long time, customer retention was viewed as CS&#39; singlehanded responsibility. After all, isn’t that their job? But Kevin Lau, Senior Director of Global Customer Engagement at F5, believes retention is a team sport. Marketing, sales, and CS should come together to create better customer experiences. In this episode, Kevin dishes on why he believes marketing can help CS, why onboarding is a key part of retention, and how to determine the proper swim lanes when multiple teams are involved in ensuring customers are successful.</p> 4389d353-3112-4acc-98fd-e2e65fed8534 https://influitive.com/podcast-all-about-the-customer/ Wed, 15 Nov 2023 13:00:00 +0000 2601 no full From Ivory Tower to Customer-Centric: A Guide to Better Messaging From Ivory Tower to Customer-Centric: A Guide to Better Messaging Influitive How often do you run your key messaging by your customers? Probably not often enough. Sara Varni, CMO at Attentive, believes too much messaging work happens in an ivory tower. In this episode, Sara dives into why marketers tend to work in those ivory towers, what happens when we don’t talk directly to our customers, and shares her framework for how she works through messaging with customers.

]]> <p>How often do you run your key messaging by your customers? Probably not often enough. Sara Varni, CMO at Attentive, believes too much messaging work happens in an ivory tower. In this episode, Sara dives into why marketers tend to work in those ivory towers, what happens when we don’t talk directly to our customers, and shares her framework for how she works through messaging with customers.</p> 497a8dbe-5314-4265-8697-ec5cca3ecfa7 https://influitive.com/podcast-all-about-the-customer/ Wed, 01 Nov 2023 12:00:00 +0000 2331 no full Tapping Into Your Customers to Drive Messaging, GTM Strategy, and Product Decisions Tapping Into Your Customers to Drive Messaging, GTM Strategy, and Product Decisions Influitive Great companies tap into their customers to drive everything. At Wrike, they look to their customers to dictate their messaging, go-to-market strategy, and even product decisions. In this episode with Wrike CMO Esther Flammer, we uncover exactly how they start everything with their customer.

]]> <p>Great companies tap into their customers to drive everything. At Wrike, they look to their customers to dictate their messaging, go-to-market strategy, and even product decisions. In this episode with Wrike CMO Esther Flammer, we uncover exactly how they start everything with their customer. </p> eace4f48-6d5c-438d-9d85-c106ab6b9159 https://influitive.com/podcast-all-about-the-customer/ Wed, 18 Oct 2023 12:00:00 +0000 2653 no full How Zendesk Is Building the Gold Standard in CX How Zendesk Is Building the Gold Standard in CX Influitive Zendesk powers customer experiences, so it’s only logical that their own CX is a major focus. But recently, Zendesk decided to double down. In this episode, Teresa Anania, Zendesk’s SVP Global Customer Experience, shares how to get top-down buy-in for customer centricity, how Zendesk believes CX will take their company to the next level, and how you can get even non-customer-facing teams to care about the customer.

]]> <p>Zendesk powers customer experiences, so it’s only logical that their own CX is a major focus. But recently, Zendesk decided to double down. In this episode, Teresa Anania, Zendesk’s SVP Global Customer Experience, shares how to get top-down buy-in for customer centricity, how Zendesk believes CX will take their company to the next level, and how you can get even non-customer-facing teams to care about the customer.</p> b587080a-a1d7-4ffb-b7d0-1266d126dd16 https://influitive.com/podcast-all-about-the-customer/ Wed, 04 Oct 2023 12:00:00 +0000 2553 no full Developing an Outside-In Customer-Centric Mindset Developing an Outside-In Customer-Centric Mindset Influitive Starting with our customer in mind sounds obvious, but it’s unfortunately not our default. When we get stuck on the autopilot of our day-to-day roles, we begin with our inside-out mindset. But Johann Wrede, CXO of Emburse, believes an outside-in mindset can set your company apart. In this episode, Johann shares what gets unlocked when organizations think about the customer first, how to be an agent of customer-centric change in your company, and how to change your own mindset.

]]> <p>Starting with our customer in mind sounds obvious, but it’s unfortunately not our default. When we get stuck on the autopilot of our day-to-day roles, we begin with our inside-out mindset. But Johann Wrede, CXO of Emburse, believes an outside-in mindset can set your company apart. In this episode, Johann shares what gets unlocked when organizations think about the customer first, how to be an agent of customer-centric change in your company, and how to change your own mindset.</p> 8dfb894c-a36b-446b-b090-e656665455a0 https://influitive.com/podcast-all-about-the-customer/ Wed, 20 Sep 2023 12:00:00 +0000 2509 no full G2’s Katlin Hess on the Untapped Power of Customer Reviews G2’s Katlin Hess on the Untapped Power of Customer Reviews Influitive All marketers know customer reviews are essential—but G2’s Katlin Hess believes they’re still an untapped goldmine. In this episode, Katlin dives into how the voice of your customer can be a differentiator, how to handle negative reviews, and tactical advice for how to get every part of your organization to care about the customer.

]]> <p>All marketers know customer reviews are essential—but G2’s Katlin Hess believes they’re still an untapped goldmine. In this episode, Katlin dives into how the voice of your customer can be a differentiator, how to handle negative reviews, and tactical advice for how to get every part of your organization to care about the customer.</p> a3d66996-e55c-44ff-b06c-d0e4014bd8a3 https://influitive.com/podcast-all-about-the-customer/ Wed, 06 Sep 2023 12:00:00 +0000 2125 no full Author Rod Cherkas on Why Marketing Should Have a Bigger Post-Sale Role Author Rod Cherkas on Why Marketing Should Have a Bigger Post-Sale Role Influitive The advent of customer marketing has shown why marketing’s role shouldn’t stop after the sale. Unfortunately, not enough companies are getting on board. But author Rod Cherkas believes that should change. In this episode, Rod shows how marketers’ skill sets nicely mesh with customer success teams, why our existing customers are currently the best source of new bookings, and he dives into his book, The Chief Customer Officer Playbook.

]]> <p>The advent of customer marketing has shown why marketing’s role shouldn’t stop after the sale. Unfortunately, not enough companies are getting on board. But author Rod Cherkas believes that should change. In this episode, Rod shows how marketers’ skill sets nicely mesh with customer success teams, why our existing customers are currently the best source of new bookings, and he dives into his book, The Chief Customer Officer Playbook.</p> 3721e092-9175-4691-9def-0759970780e9 https://influitive.com/podcast-all-about-the-customer/ Wed, 30 Aug 2023 12:00:00 +0000 2415 no full A Deep Dive Into the B2B Buying Disconnect A Deep Dive Into the B2B Buying Disconnect Influitive Every year, TrustRadius releases their B2B Buying Disconnect report that shows the misalignment between buyers and sellers. In this episode, we sit down with Allyson Havener, VP of marketing at TrustRadius, to discuss the report in depth, diving into the voice of the customer, marketing resources that make a difference with buyers, and why CFOs are more involved than ever.

]]> <p>Every year, TrustRadius releases their B2B Buying Disconnect report that shows the misalignment between buyers and sellers. In this episode, we sit down with Allyson Havener, VP of marketing at TrustRadius, to discuss the report in depth, diving into the voice of the customer, marketing resources that make a difference with buyers, and why CFOs are more involved than ever.</p> 185aaf0f-7669-4686-92a0-e6f0d3ebe99e https://influitive.com/podcast-all-about-the-customer/ Wed, 09 Aug 2023 12:00:00 +0000 2460 no full Yes, and Marketing: Unleashing Creativity and Adaptability Through Improv Yes, and Marketing: Unleashing Creativity and Adaptability Through Improv Influitive Great creatives learn from those outside their field. But can marketers really learn anything from improv? Lauren Turner, Director of Customer Marketing at Alyce, believes they can.

In this episode, we talk about how Lauren first started bringing her learnings from improv into the marketing world, how improv can lead to more active listening (which can help you connect more deeply with your customers), and how it’s helped Lauren not be afraid to take risks.

]]> <p>Great creatives learn from those outside their field. But can marketers really learn anything from improv? Lauren Turner, Director of Customer Marketing at Alyce, believes they can.</p><p>In this episode, we talk about how Lauren first started bringing her learnings from improv into the marketing world, how improv can lead to more active listening (which can help you connect more deeply with your customers), and how it’s helped Lauren not be afraid to take risks.</p> f8b83489-af6a-460c-a3fc-4adc8515b25c https://influitive.com/podcast-all-about-the-customer/ Wed, 26 Jul 2023 12:00:00 +0000 2452 no full Empower Your Customers and Grow Your Business Through Customer Education Empower Your Customers and Grow Your Business Through Customer Education Influitive Many companies have some form of customer education—whether onboarding or knowledge bases—but not many are truly going all in. Mark Kilens (CMO of Airmeet) believes that’s a big miss.

In this episode, Mark shares his experiences building HubSpot academy, thoughts on why more companies aren’t investing in customer education, and some aspirational examples of companies who are nailing it. 

]]> <p>Many companies have some form of customer education—whether onboarding or knowledge bases—but not many are truly going all in. Mark Kilens (CMO of Airmeet) believes that’s a big miss.</p><p>In this episode, Mark shares his experiences building HubSpot academy, thoughts on why more companies aren’t investing in customer education, and some aspirational examples of companies who are nailing it. </p> 58bf9b8e-1672-4b98-9518-0089a3abfe14 https://influitive.com/podcast-all-about-the-customer/ Wed, 31 May 2023 12:00:00 +0000 2285 no full How to Drive Advocacy Across Your Entire Organization How to Drive Advocacy Across Your Entire Organization Influitive Advocacy is often thought of as just a marketing responsibility—but it doesn't have to. In this episode, Julie Norquist Roy outlines why advocacy can truly impact every part of the organization, gives ideas for how to align sales and CS to this more customer-centric view, and shares why we lose focus on our customers.

]]> <p>Advocacy is often thought of as just a marketing responsibility—but it doesn&#39;t have to. In this episode, Julie Norquist Roy outlines why advocacy can truly impact every part of the organization, gives ideas for how to align sales and CS to this more customer-centric view, and shares why we lose focus on our customers.</p> c5075603-1c96-4e60-a2b4-835a1bea1fb4 https://influitive.com/podcast-all-about-the-customer/ Thu, 11 May 2023 12:00:00 +0000 1977 no full Why the Traditional Sales Funnel Is Outdated (and Its Customer-Centric Replacement) Why the Traditional Sales Funnel Is Outdated (and Its Customer-Centric Replacement) Influitive According to Jeff Pedowitz (author of F the Funnel), the traditional funnel is outdated. It simply doesn't reflect the way modern consumers want to buy. Luckily, he believes there's a better way. In this episode, Jeff shares why the funnel isn't living up to expectations, walks us through his customer-centric replacement, and outlines how to put the customer at the center of your universe.

]]> <p>According to Jeff Pedowitz (author of F the Funnel), the traditional funnel is outdated. It simply doesn&#39;t reflect the way modern consumers want to buy. Luckily, he believes there&#39;s a better way. In this episode, Jeff shares why the funnel isn&#39;t living up to expectations, walks us through his customer-centric replacement, and outlines how to put the customer at the center of your universe. </p> 582ee9a8-af63-4988-ab84-fa06739b85a1 https://influitive.com/podcast-all-about-the-customer/ Fri, 28 Apr 2023 12:00:00 +0000 2585 no full 10 Low-Cost Ways to Launch a Customer Marketing Program 10 Low-Cost Ways to Launch a Customer Marketing Program Influitive Looking to start a customer marketing program but don’t have the budget? No problem. Michelle Randall, CMO at Playvox, shares 10 ways to start a customer marketing program with just a little elbow grease. 

]]> <p>Looking to start a customer marketing program but don’t have the budget? No problem. Michelle Randall, CMO at Playvox, shares 10 ways to start a customer marketing program with just a little elbow grease. </p> 84382b0b-ab3e-40c0-932e-587bb19e7299 https://influitive.com/podcast-all-about-the-customer/ Thu, 06 Apr 2023 12:00:00 +0000 2337 no full Unwrapping the Art of Customer Gift Giving Unwrapping the Art of Customer Gift Giving Influitive Looking to give gifts to your customers but don't have the budget of Oprah? Reputation's Cassie Sneed has you covered. In this episode, Cassie shares insights on the perfect times in the customer journey to give gifts, the types of gifts that are most impactful for different customer groups, and how to think about gift giving on tight budgets.

]]> <p>Looking to give gifts to your customers but don&#39;t have the budget of Oprah? Reputation&#39;s Cassie Sneed has you covered. In this episode, Cassie shares insights on the perfect times in the customer journey to give gifts, the types of gifts that are most impactful for different customer groups, and how to think about gift giving on tight budgets. </p> 94156b57-e816-4bff-835f-0bd8fe7e2cce https://influitive.com/podcast-all-about-the-customer/ Fri, 24 Mar 2023 12:00:00 +0000 2491 no full HubSpot’s Natalie Gullatt on How to Overcome Advocacy Fatigue HubSpot’s Natalie Gullatt on How to Overcome Advocacy Fatigue Influitive When you find a customer willing to be an advocate, how often do you overuse that relationship? Probably way too often. HubSpot’s Natalie Gullatt has seen it throughout her career and has found ways to avoid advocacy fatigue.


In this episode, we chat about how to build meaningful reciprocal relationships with customers, how to ensure we aren’t burning out relationships with too many one-sided asks, and even how to get around PR and legal department roadblocks. 

]]> <p>When you find a customer willing to be an advocate, how often do you overuse that relationship? Probably way too often. HubSpot’s Natalie Gullatt has seen it throughout her career and has found ways to avoid advocacy fatigue.</p><p><br></p><p>In this episode, we chat about how to build meaningful reciprocal relationships with customers, how to ensure we aren’t burning out relationships with too many one-sided asks, and even how to get around PR and legal department roadblocks. </p> 7b380023-83db-44cf-abfa-c119a0faf3c4 https://influitive.com/podcast-all-about-the-customer/ Fri, 03 Feb 2023 13:00:00 +0000 2489 no full Best-Selling Author Brent Adamson on How Sales and Marketing Can Better Support Customers Best-Selling Author Brent Adamson on How Sales and Marketing Can Better Support Customers Influitive Your approach to B2B sales and marketing is becoming obsolete. But best-selling author Brent Adamson thinks the better way involves customer confidence. In this episode, we discuss how marketing and sales teams can operate differently to better serve prospects, how organizations can potentially completely rework their go-to-market strategy by reorganizing teams, and how to improve the likelihood that your customers feel great about their purchasing decisions.

]]> <p>Your approach to B2B sales and marketing is becoming obsolete. But best-selling author Brent Adamson thinks the better way involves customer confidence. In this episode, we discuss how marketing and sales teams can operate differently to better serve prospects, how organizations can potentially completely rework their go-to-market strategy by reorganizing teams, and how to improve the likelihood that your customers feel great about their purchasing decisions. </p> 568cee8d-8b7c-48d7-b0ee-ff26958d22a9 https://influitive.com/podcast-all-about-the-customer/ Fri, 13 Jan 2023 13:00:00 +0000 2925 no full How GitHub Elevates Their Customers and Creates Unrivaled Content (at the Same Time) How GitHub Elevates Their Customers and Creates Unrivaled Content (at the Same Time) Influitive GitHub’s The ReadME Project takes a unique approach to brand-based marketing and is perhaps the next evolution in customer marketing: giving your customers incredibly valuable resources without expecting anything back. In this episode, we sit down with GitHub’s Virginia Bryant and Robb Mapp to discuss this content initiative, how to create content that’s valuable to your customers, and how to make your customers want to provide you with user-generated content.


Read more about The ReadME Project here: https://github.com/readme/

]]> <p>GitHub’s The ReadME Project takes a unique approach to brand-based marketing and is perhaps the next evolution in customer marketing: giving your customers incredibly valuable resources without expecting anything back. In this episode, we sit down with GitHub’s Virginia Bryant and Robb Mapp to discuss this content initiative, how to create content that’s valuable to your customers, and how to make your customers want to provide you with user-generated content.</p><p><br></p><p>Read more about The ReadME Project here: https://github.com/readme/</p> 03160de0-bc15-4d2a-8c91-9932c659833d https://influitive.com/podcast-all-about-the-customer/ Fri, 09 Dec 2022 13:00:00 +0000 2292 no full How B2B Buyer Journeys Are Changing and How Content Can Keep Up How B2B Buyer Journeys Are Changing and How Content Can Keep Up Influitive Sam Shepler, CEO of Testimonial Hero, believes the B2B buyer journey has changed. More than ever, prospects want to self-serve, not be led by a salesperson. So how can our content adapt?


In this episode, Sam dives into this new buyer’s journey, how snackable and candid content can serve our prospects, and the power of video testimonials.

]]> <p>Sam Shepler, CEO of Testimonial Hero, believes the B2B buyer journey has changed. More than ever, prospects want to self-serve, not be led by a salesperson. So how can our content adapt?</p><p><br></p><p>In this episode, Sam dives into this new buyer’s journey, how snackable and candid content can serve our prospects, and the power of video testimonials.</p> f6c1b663-008d-4b33-83e6-51e9b5ec2d39 https://influitive.com/podcast-all-about-the-customer/ Fri, 02 Dec 2022 13:00:00 +0000 1840 no full How to Close the Loop on Customer Feedback (and Why It’s So Important) How to Close the Loop on Customer Feedback (and Why It’s So Important) Influitive Customers give you feedback—and then what? To get ahead, Airbnb’s Raj Sivasubramanian believes you need to close the loop on customer feedback. In this episode, Raj shares why so many companies fail to close the loop, how closing the loop can mean different things, and shares a video feedback program he spearheaded at Airbnb to help bring more empathy to customer feedback. 

]]> <p>Customers give you feedback—and then what? To get ahead, Airbnb’s Raj Sivasubramanian believes you need to close the loop on customer feedback. In this episode, Raj shares why so many companies fail to close the loop, how closing the loop can mean different things, and shares a video feedback program he spearheaded at Airbnb to help bring more empathy to customer feedback. </p> f9f7af3e-cccb-4678-ba9c-984179cd71a7 https://influitive.com/podcast-all-about-the-customer/ Fri, 23 Sep 2022 12:00:00 +0000 1880 no full How to Start and Grow Your Customer Advocacy Program How to Start and Grow Your Customer Advocacy Program Influitive How valuable are customer marketing programs, and how do you get started? This episode’s guest, Steve George, Global Director of Customer Marketing and Community at Insider, shares advice on choosing the right person to lead an advocacy program, on different job types you might need to hire as you grow, and his three-step framework for building a program.

]]> <p>How valuable are customer marketing programs, and how do you get started? This episode’s guest, Steve George, Global Director of Customer Marketing and Community at Insider, shares advice on choosing the right person to lead an advocacy program, on different job types you might need to hire as you grow, and his three-step framework for building a program.</p> 5030e764-809e-43e0-a240-c2aa9a4cd142 https://influitive.com/podcast-all-about-the-customer/ Fri, 19 Aug 2022 12:00:00 +0000 2591 no full The Importance of Diversity in Customer Storytelling—and Our Teams The Importance of Diversity in Customer Storytelling—and Our Teams Influitive Most of us in customer marketing claim to want more diversity in our organizations, but are we doing enough to make it happen?

In this week’s episode, Pascale Royal, Director of Executive Customer Programs at Coupa Software, talks about the impact of this lack of diversity on our customers, how featuring different groups of people can unlock more powerful stories, and how diverse teams can lead to better products—and businesses.

]]> <p>Most of us in customer marketing claim to want more diversity in our organizations, but are we doing enough to make it happen?</p><p>In this week’s episode, Pascale Royal, Director of Executive Customer Programs at Coupa Software, talks about the impact of this lack of diversity on our customers, how featuring different groups of people can unlock more powerful stories, and how diverse teams can lead to better products—and businesses.</p> 5a71f6fc-cfed-4225-9ecf-f6f33fd71519 https://influitive.com/podcast-all-about-the-customer/ Fri, 12 Aug 2022 12:00:00 +0000 2214 no full When to Focus on Metrics in Your Community Program When to Focus on Metrics in Your Community Program Influitive Metrics matter in a community program, but what matters most is what and when you measure.

In this episode, Jae Washington, Senior Community Manager at Headspace, talks about long-term thinking, the fundamentals of community building, and how a customer community can impact every part of your business. 

]]> <p>Metrics matter in a community program, but what matters most is what and when you measure.</p><p>In this episode, Jae Washington, Senior Community Manager at Headspace, talks about long-term thinking, the fundamentals of community building, and how a customer community can impact every part of your business. </p> a33c1e07-b9f6-4232-89e3-7d8b1b2ec572 https://influitive.com/podcast-all-about-the-customer/ Fri, 05 Aug 2022 12:00:00 +0000 2057 no full The Most Important Part of the Customer Journey Might Be Onboarding. Do It Right The Most Important Part of the Customer Journey Might Be Onboarding. Do It Right Influitive Everyone knows customer onboarding is important. But did you know poor onboarding is the cause of massive amounts of churn? In this episode, customer onboarding expert Donna Weber shares why customer-facing teams are so siloed, why onboarding happens before you close the sale, and her Orchestrated Onboarding™ framework to nail onboarding every time.

]]> <p>Everyone knows customer onboarding is important. But did you know poor onboarding is the cause of massive amounts of churn? In this episode, customer onboarding expert Donna Weber shares why customer-facing teams are so siloed, why onboarding happens before you close the sale, and her Orchestrated Onboarding™ framework to nail onboarding every time.</p> 1156cea8-0c8b-4221-a4fb-33cc2a96ea9f https://influitive.com/podcast-all-about-the-customer/ Fri, 22 Jul 2022 12:00:00 +0000 1791 no full Asana’s Joshua Zerkel on How to Build a B2B Community with a B2C Feel Asana’s Joshua Zerkel on How to Build a B2B Community with a B2C Feel Influitive You might think you need to approach B2B and B2C communities differently. Asana’s Joshua Zerkel rejects this, calling it a “false distinction.” He believes B2B communities can have the same fun, engagement, and feel of B2C communities. In this episode, Joshua shares how any B2B brand can cultivate a B2C-style community, how their Asana Together community helps drive meaningful impact, and some fun things they’ve built in their community that have resonated with their audience.

]]> <p>You might think you need to approach B2B and B2C communities differently. Asana’s Joshua Zerkel rejects this, calling it a “false distinction.” He believes B2B communities can have the same fun, engagement, and feel of B2C communities. In this episode, Joshua shares how any B2B brand can cultivate a B2C-style community, how their Asana Together community helps drive meaningful impact, and some fun things they’ve built in their community that have resonated with their audience.</p> 6f1c49fd-81fe-46a0-a467-325d3faf5164 https://influitive.com/podcast-all-about-the-customer/ Wed, 06 Jul 2022 12:00:00 +0000 2377 no full Better Than NPS? Talk Directly to Your Customers to Get True Sentiment Better Than NPS? Talk Directly to Your Customers to Get True Sentiment Influitive NPS surveys can sometimes work, but what if you asked your customer directly: how happy are you? Colin Burns, Global VP of Professional Services at Brandwatch, spends a ton of his time on customer calls. In a world where we have better customer data than ever, he feels there’s little substitution for a customer conversation.

]]> <p>NPS surveys can sometimes work, but what if you asked your customer directly: how happy are you? Colin Burns, Global VP of Professional Services at Brandwatch, spends a ton of his time on customer calls. In a world where we have better customer data than ever, he feels there’s little substitution for a customer conversation.</p> 0b05ad25-8c02-4c83-aec7-579e09053efa https://influitive.com/podcast-all-about-the-customer/ Mon, 13 Jun 2022 12:00:00 +0000 1637 no full How Gong Thinks Differently About the Customer Journey and Fuses Advocacy Throughout How Gong Thinks Differently About the Customer Journey and Fuses Advocacy Throughout Influitive Mapping the customer journey is an important exercise for customer experience or product teams—but what about marketing? And once you understand the customer journey, how can you fuse advocacy asks throughout? Jane Menyo, Head of Customer Marketing at Gong, shares her thoughts on the advocacy ladder, how marketing can help with retention, and low-calorie versus high-calorie advocacy asks of your customers.

]]> <p>Mapping the customer journey is an important exercise for customer experience or product teams—but what about marketing? And once you understand the customer journey, how can you fuse advocacy asks throughout? Jane Menyo, Head of Customer Marketing at Gong, shares her thoughts on the advocacy ladder, how marketing can help with retention, and low-calorie versus high-calorie advocacy asks of your customers.</p> 5db82975-708e-43e1-8b86-4400705128fd https://influitive.com/podcast-all-about-the-customer/ Tue, 07 Jun 2022 12:00:00 +0000 1910 no full How to Build a Company Culture That Puts the Customer at the Heart of Everything How to Build a Company Culture That Puts the Customer at the Heart of Everything 4 Influitive Customer-centricity needs to be company-wide for it to truly impact your customers. But how can you instill these values in everyone? Annette Franz, Founder and CEO of CX Journey Inc, gives her playbook for developing a customer-centric culture at your organization. Her new book, Built to Win, dives deep into this topic and is out now.

]]> <p>Customer-centricity needs to be company-wide for it to truly impact your customers. But how can you instill these values in everyone? Annette Franz, Founder and CEO of CX Journey Inc, gives her playbook for developing a customer-centric culture at your organization. Her new book, Built to Win, dives deep into this topic and is out now.</p> 04d27aa9-c2b4-484b-be34-5437c333563c https://influitive.com/podcast-all-about-the-customer/ Wed, 04 May 2022 12:00:00 +0000 1919 no full How to Bring Technical Expertise into Your CS Team to Better Serve Your Customers How to Bring Technical Expertise into Your CS Team to Better Serve Your Customers Influitive When providing customer support for highly-technical solutions, how do you ensure customers are getting the service they need? 

Manuel Harnisch, VP of Customer Success at People Data Labs, shares how to increase your CS team’s technical muscle to better service your customers.

]]> <p>When providing customer support for highly-technical solutions, how do you ensure customers are getting the service they need? </p><p>Manuel Harnisch, VP of Customer Success at People Data Labs, shares how to increase your CS team’s technical muscle to better service your customers.</p> 3f3da944-3fd7-4c87-bc71-226130907b80 https://influitive.com/podcast-all-about-the-customer/ Thu, 31 Mar 2022 11:00:00 +0000 1920 no full Chief Customer Officer: What Is It—and Does Your Company Need One? Chief Customer Officer: What Is It—and Does Your Company Need One? 2 Influitive The Chief Customer Officer can be a singular role that unites your organization around your customers. But what does this role entail? And does it always need to be just one person—or exist at all? In this episode, best-selling author Jeanne Bliss shares her insights into the CCO position and how to unite decision-makers for a cohesive approach to customer experience.

]]> <p><strong>The Chief Customer Officer can be a singular role that unites your organization around your customers. But what does this role entail? And does it always need to be just one person—or exist at all? In this episode, best-selling author Jeanne Bliss shares her insights into the CCO position and how to unite decision-makers for a cohesive approach to customer experience.</strong></p> d2ffb91f-72bc-405f-92d2-69016e6610b4 https://influitive.com/podcast-all-about-the-customer/ Mon, 14 Mar 2022 19:09:17 +0000 1748 no full Jeni Asaba: The Big Power of Small Groups of Your Customers Jeni Asaba: The Big Power of Small Groups of Your Customers 1 1 Influitive Jeni knows that the journey of growing to thousands of advocates begins with just one customer. In this podcast, Jeni shares how to get started with an advocacy/community initiative, the impact of focusing on a narrow subsection of your customers, and how to better relate to your customers on a human level.



]]> <p><span>Jeni knows that the journey of growing to thousands of advocates begins with just one customer. In this podcast, Jeni shares how to get started with an advocacy/community initiative, the impact of focusing on a narrow subsection of your customers, and how to better relate to your customers on a human level.</span></p><p><br></p><p><br></p> 8bd16dd4-a310-414b-99c9-39bf0ddf0f1b https://influitive.com/podcast-all-about-the-customer/ Mon, 25 Oct 2021 13:00:00 +0000 1716 no