The Account Experience Podcast

Experience MythBusters Pt 1 w/ Trishaala Chengappa, VP of Product @ CustomerGauge

In part 1 of the Experience MythBusters episode, we're tearing down 2 experience myths we hear from prospects all the time, specifically, data should live with one department and the second one being, you need a dedicated experience team to run your program. And we're even joined by Trishaala Chengappa our very own VP of Product at CustomerGauge to help us bust these things. So get ready for part 1 and let's dive on in!

The (Not So) Hidden Cost of Building Your Experience Program Internally

My co-host Cary and I are both highly qualified to walk you through the (not so) hidden cost of building your experience program internally because we've both built programs at previous companies by stitching together a bunch of different software. And yes we suffered through using manual excel sheets and yes the data was days delayed, you name the mistakes, we have probably made them. But here's the thing, most companies underestimate the true cost of building a program internally. In this episode, we dive into everything you should consider before making the leap to building internally. So without further ado, let's get to it.
 

The Most Important Experience Metrics You're (Probably) Not Measuring

In this episode, we're going to cover the most important experience metrics you're probably not measuring. We get into 4 specific experience metrics that will not only completely change the way your program is run, but set you up for more revenue growth in the process. SO what are they? You'll have to tune in and find out, let's get to it!

Culture Mechanics—No B.S. Tips To Creating a Winning Experience Culture

Do we ever have a good one for you today! My co-host and I dive into Culture Mechanics. Now I know what you’re thinking, but Ian, the first episode was on culture how could we possibly do another episode already? Well because it’s important. Really important! And In this episode, we talk about the 3 pillars of Culture Mechanics: people process and product. The 3 P's if you will. So sit back, relax, and let’s dive on in!

Why Your Journey Map Should Be Ugly (& Drawn w/ a Pencil)

Hello everyone and welcome back to another episode of the Account Experience Podcast. And in this episode, we dive into often misunderstood experience activity: journey mapping. 
 
In this talk, we cover a bunch of things like why you shouldn't spend time and money to design out your journey map so it looks pretty. Why you should focus on a Minimum Viable Product version 1 of your journey map, and why your journey should constantly change as your organization learns to optimize touchpoints.
 
If you're just starting or right in the middle of mapping your touchpoint or Account journey, this is the episode for you, so let's dive right in and get to it.

Response Rate: The Foundation of Your Experience Program

Hello everybody and welcome back to the Account Experience Podcast. And I'm excited about this next episode because it's something near and dear to my heart as an experience and marketing professional. Can you guess what it is? That's right, today my co-host and I dive into response rates.
 
And we go deep. We talk about why you should care about response rate and what low response rates could mean for your business. We dive into a great list of tactics that will help you increase your response rates like testing the sender, subject line, sending time, we talk about customization and using your CEO to your advantage, and a few other great strategies that will help you get more feedback into your business. 
This episode is jam-packed, so let's dive in!

Want to Reduce Churn? Close The Loop

Hello everyone and welcome back to another episode of the Account Experience Podcast. And in this episode, we cover one of our favorite topics: closing the loop. 
 
In this talk, we cover why you're guaranteed to churn accounts if you do not close the loop.  how you can properly close the loop (or as Cary coined, feed the loop) at every level of the organization (front line, middle mgmt, c-level)  and our own personal journey and learnings gained through our close the loop process. 
 
It's pretty clear guys, if you want to start reducing account churn, you need to close the loop. So get your pen and paper out and let's dive into the latest episode. 

Why Culture is Your Secret Experience Weapon

Hello everyone and welcome to the inaugural episode of the Account Experience podcast, where we dissect how some of the world's top brands are leveraging exceptional B2B Account Experiences to create passionate advocates and drive significant revenue growth.
 
And we couldn't be more excited that our first episode is all about creating a culture of action around your experience program.
 
In this episode we'll cover how you can effectively anchor your program in culture to drive buy-in and action, some tips and tricks to keep the c-level bought into your program, and how to motivate an entire company to serve the customer. 
This episode is packed with tactical tips on how you can create an experience culture in your company. So without further ado, let's dive in and get to it.