The Account Experience Podcast
Join the host of the Account Experience Podcast, Adam Dorrell, CEO & Co-Founder of CustomerGauge, as he explores how some of the world’s top brands in Consumer Packaged Goods (CPG) are listening to B2B channel feedback in real-time using Net Promoter Score and arming their front-line sales teams to grow revenue and market share.
Episodes
Monday Apr 08, 2024
B2B Net Promoter for Mid-Market and Enterprise With Involta
Monday Apr 08, 2024
Monday Apr 08, 2024
This week Adam Dorrell sits down with CustomerGauge client Lucas Mistelske, Vice President of Client Experience at Involta.
Involta is an enterprise-class IT infrastructure partner that provides advanced colocation, hybrid cloud solutions, superior data center experiences, and connectivity with first-class fiber.
Lucas has led the deployment of Involta’s Managed Infrastructure Services offering and spearheaded their Net Promoter Score program.
In this episode, Adam dives into the value NPS brings to Involta, the mechanics within the program, and what Lucas has learned throughout the process.
You won't want to miss this conversation if you're a mid-market to enterprise company looking to scale your customer experience.
Tuesday Mar 19, 2024
B2B Customer Experience Is All About Culture
Tuesday Mar 19, 2024
Tuesday Mar 19, 2024
Anna-Maija Tanninen is a female entrepreneur who started CX Agency in Helsinki, Finland. CX Agency helps B2B companies successfully develop and lead customer-centric changes through services like customer experience strategy to business design.
Previously she was a partner at Futurelab and a management consultant with Accenture and elevator company Kone.
To use a terrible pun, Anna-Maija can LIFT all your programs.
In this episode, she talks about culture: “To understand if we truly are customer-centric, we cannot observe culture from the corporate level only. We should have ways to experience the culture from the frontline, as well.”
You won't want to miss Anna-Maija's insights on “Silent Information” and her top three tips for B2B CX.
Monday Jan 08, 2024
Teledyne Ignites Great Customer Experiences Through NPS
Monday Jan 08, 2024
Monday Jan 08, 2024
To heat things up with the first episode of the New Year, Host Adam Dorrell welcomes Nick Wood, the Global Marketing Director at Teledyne Gas and Flame Detection; a division of Teledyne Technologies Inc.
Teledyne is coming up on its 75th birthday, marking almost 100 years of providing reliable customer experiences to its long-standing customers.
Adam and Nick dive into why the business made the turn towards a structured strategy (hint: it's all about the data), the importance of closing the loop on feedback, and Nick's lightbulb moments he's had throughout his career that have led to long-term CX success.
Thursday Dec 14, 2023
Americans Discovering the Joy of a Pint of Beer
Thursday Dec 14, 2023
Thursday Dec 14, 2023
The pint is making its way west, and Americans are now beginning to understand why it's been a staple across the pond.
During this quick episode, Nigel Tordoff, Chairman of the CPG Experience Council, joins Adam Dorrell to walk through the article "Americans are discovering the joy of a true pint of beer" in The Economist.
Why is this a trend in the market? How might a trend like this affect the convenience store? What might be driving this new experience?
Join Adam and Nigel as they break down this market shift through a customer experience lens.
Tuesday Oct 24, 2023
The CPG CX Initiative & Strategy w/ Nigel Tordoff
Tuesday Oct 24, 2023
Tuesday Oct 24, 2023
When we care, it makes all the difference.
Adam Dorrell, CEO & Co-Founder of CustomerGauge, sits down again with Nigel Tordoff, Chairman of the CPG Experience Council, to consider the ways customer experience can grow a business.
Nigel kicks off this episode by sharing his 'CX Hypothesis' on what he thinks is the best approach for reaching customers and making an impact.
Adam and Nigel dive into testing the hypothesis through an Airline Industry example along with discussing the four groups of people businesses generally have to please + just HOW many people make up each.
If you've been following along with the CPG Experience Council podcast series, this is a fantastic topic to end on.
Tuesday Oct 24, 2023
“Did You Understand What I Said?”
Tuesday Oct 24, 2023
Tuesday Oct 24, 2023
It's all about surpassing customer expectations.
Back for the fourth CPG Experience Council-edition episode, Nigel Tordoff joins Adam Dorrell to explore CX drivers and what leads to Promoters, Detractors, and Passives.
What happens once you have a happy customer? What is the consequence of not taking the proper action on an upset customer?
The two take a deep dive into Net Promoter Score (NPS), the pitfalls everyone should avoid when leveraging NPS, and how to close the loop reactively and proactively.
Monday Oct 23, 2023
“How Many Times Do I Have to Tell You?”
Monday Oct 23, 2023
Monday Oct 23, 2023
Are you listening to 80% of your B2B customer base?
Nigel Tordoff, Chairman of the CPG Experience Council, joins Adam Dorrell to discuss the scale of the CPG industry and the impact it can have on customer experience.
When you look at the consumer packaged goods industry from a wide lens, there are so many different relationships that must work to provide for the end customer.
Adam and Nigel discuss the impact of scale in CPG, embracing technology, setting out what 'good' looks like, and a handful of CPG CX best practices.
Any CPG industry professional won't want to miss this breakdown of the context of scale and how to strengthen every B2B relationship in the process.
Friday Oct 06, 2023
How Trust Leads to Revenue Growth
Friday Oct 06, 2023
Friday Oct 06, 2023
Host Adam Dorrell welcomes back Nigel Tordoff, Chairman of the CPG Experience Council, to discuss how a customer's trust in a business ultimately leads to revenue growth.
The two dig into what happens when you open the lines of communication and provide feedback — whether it's a relationship with a consumer, a business (or even a significant other!)
They also highlight Adam's research on how many times companies use the word 'customer' in their public pronouncements. And one well-known brand has revealed just how customer-centric it really is.
If you're looking for a deep-dive on where the roads to revenue begin with your B2B customer-base, this is a must-listen.
Friday Oct 06, 2023
Offer Exceptional B2B CX & the Rest Just CLiCS
Friday Oct 06, 2023
Friday Oct 06, 2023
Host Adam Dorrell welcomes Nigel Tordoff in the first of five CPG Experience Council-edition episodes.
Nigel, with 30 years of CPG industry experience under his belt, is now Chairman of the Council and ready to recruit those in the trade just as eager to make an impact.
Together they share how to kickstart great CX in CPG and break down the acronym that must be at the core of every program: CLiCS.
What is CX? And why bother? What goes into a program that CLiCS together? Both pull back the curtain on what good looks like and share their own real-life experiences along the way.
Wednesday Sep 20, 2023
NPS—the CX Catalyst at Novozymes
Wednesday Sep 20, 2023
Wednesday Sep 20, 2023
Adam Dorrell sits down with Per Braginski, Director of Insights at the Danish-based Novozymes, a world leader in bio-solutions, in a special “on-site” episode. This is a company that operates behind the scenes, as a supplier to well-known brands, including many CPG companies. Process and quality is all-important, not just in product but also in their customer relationship domain.
Per shares how they manage Customer Experience, and measure Net Promoter at Novozymes. The Scandinavian commitment to transparency is shown here: NPS results are published in the annual report - currently, it’s 69.
He also explains the importance of follow-up in the business, and how they ensure a consistently high response rate.
If you are in B2B manufacturing this is a must-listen masterclass in how to run a top-quality CX program.