In this episode of the Expert Insight Interview, host John Golden speaks with Frank Favaro about the importance of customer experience (CX) for profitability. They explore why businesses struggle with profitability, emphasizing that differentiating through customer experience can create a unique selling advantage. Frank discusses the need for consistency at every customer touchpoint and the role of empathy in building trust and loyalty. They highlight that customer problems are opportunities for learning and improvement and that every interaction should add value and foster relationships. Frank also shares his work on helping companies improve their customer experience to maximize profitability and create loyal customers.

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In this podcast episode, John Golden interviews Mark Phillips about the critical role of relationships in sales and recruiting. They emphasize that complex sales hinge on solid relationships, not just transactional interactions. They discuss the evolution of sales methodologies and the importance of trust and problem-solving in building long-term partnerships. The conversation also covers the challenges of virtual workforces and AI, underscoring the need for authenticity and sincere connections in a digital business landscape. Mark advocates investing in relationships to navigate the changes brought by technology and virtual environments successfully.

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In this podcast episode, host John Golden interviews Oliver Sweet, a business anthropologist based in London. Oliver explains the role of a business anthropologist in understanding and influencing consumer behavior through the study of culture. He discusses the importance of immersing oneself in different cultures and subcultures to gain insights into people’s motivations and behaviors. Oliver also explores how the shift to remote work and the decline of commuting have impacted brands and companies. He emphasizes the need for brands to redefine themselves, find authenticity, and create emotional connections with consumers. Oliver invites listeners to learn more about his expertise and Ipsos, the global research agency he works for.

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When it comes to sales, it is all about understanding the customer. In this Expert Insight Interview, we welcome Gen Furukawa, Co-Founder of Prehook, a quiz platform for Shopify brands that helps merchants capture leads.

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Every company wants to be user-centric, but creating a high-quality user experience is challenging for many. In this Expert Insight Interview, we welcome Satyam Kantamneni, the founder of UXReactor.

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You have to earn the right to connect with a prospect before you start pitching. In this Expert Insight Interview, we welcome Nik Eberl, co-founder and Chief Innovation Officer at The DealMaker System.

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In this Expert Insight Interview, we welcome Dan Gingiss, author of Winning at Social Customer Care and The Experience Maker: How to Create Remarkable Experiences that Your Customers Can’t Wait to Share.

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Thinking of yourself as a customer leader rather than a customer manager can give you the mindset shift you need to succeed. In this Expert Insight Interview, we welcome Jermain Edwards, who helps customer leaders establish relationship growth and customer retention.

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