The Account Experience Podcast

The Path to 80 NPS & Revenue Growth w/ Brian Hodge

This week we welcomed Brian Hodge to the show. Brian is a Leadership Consultant at Dame Management Strategies but also just happened to be the previous champion at Soccer Shots, one of our customers. While at Soccer Shots Brian was the Director of Franchise Operations and he ran their NPS program for the entire brand across the United States.
This talk was a killer example of a champion using data and tying it to financial outcomes. Her literally correlated profitability and growth to hitting a specific NPS score. It's a fascinating episode and I can't wait for you all to hear it, so let's dive right in. 

Getting Employee Experience Right w/ Camilla Scholten, COO @ CustomerGauge

Today we're joined by our very own co-founder and COO Camillia Scholten. In this talk, we dove deep into Employee Experience. Camilla walked us through how she adapted our employee experience program during COVID and how investing in education is setting CustomerGauge up (and our clients) for the future. There are a ton of strategic and tactical nuggets in this one you won't want to miss it! Let's dive right in.

Are You Gaming Your Way To Failure?

Today we're talking about gaming. No not Nintendo, Xbox, or Playstation. Though Cary and I would love to do an episode on that as well. Today we're talking about all the different ways you can game a net promoter system. In this episode, we tell you why most gaming is bad for your company, how to spot different types of gaming, and yes even how to eliminate gaming and still incentivize the right activity. We love this topic so without further ado lets dive right in. 

The Power of Referral-Driven Revenue w/ Adam Dorrell, CEO @ CustomerGauge

Today we're excited to have a special guest, our very own CEO and Co-founder of CustomerGauge, Adam Dorrell. 
 
In this episode, we focused on the ROI of experience-based referrals. And as a CEO, Adam is really passionate about making sure companies tie their referral revenue to their experience programs and he's pretty candid on why. Let's dive into the latest episode.

The 3 Things You're (Probably) Doing Wrong in Your Experience Program

In this episode, we're exploring the "3 things you're (probably) doing wrong in your experience program." And we're basing this episode on the hundreds of conversations we've had with prospects and early-stage customers over the years. And you know what, Cary and I have even made these mistakes ourselves back in our program days. So, what are they? Let's dive in and find out!

Experience MythBusters Pt 2 w/ Trishaala Chengappa, VP of Product @ CustomerGauge

In part 2 of what we're calling Experience MythBusters, we're tearing down the remaining 2 experience myths, specifically, the perceived effort needed to stand up a software investment for your experience program and prioritizing other programs (like a CRM implementation) ahead of your customer program. We're again lucky enough to be joined by Trishaala Chengappa our very own VP of Product at CustomerGauge to help us bust these things. Let's dive right in.

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!