The Account Experience Podcast

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!

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!