The Account Experience Podcast

You Owe Your Customers an Answer w/ Michael Brandt

Michael Brandt has had one of the most comprehensive B2B customer experience careers of anyone I’ve met. With more than 25 years in customer feedback culminating in the role of  Group Vice President of ABB Group, he has led global Voice of Customer Programs, and rolled out training to 35,000 people in an 18 month period. 
In this fascinating podcast, Michael shares how to tackle customer complaints using a technique based on Don Peppers “5 A’s”: Acknowledge, Apologize, Amplify, Ask, Act. He explains how Japan’s business culture requires special navigation. And how you need to change organizational culture to succeed. 
And he gives insights into how he took ABB’s NPS from 16 to 45, with a response rate north of 25%. His philosophy is simple: “You own your customers an answer”..
Michael is now a Certified Customer Experience Professional (CCXP) and runs the CX-Excellence (www.cx-excellence.com) organisation to help b2b companies on the road to customer centricity. 
 
Host: Adam Dorrell 
 
Listen to this masterclass in B2B account experience with a global enterprise perspective.
#b2b  #industrials #ABB #monetized

2x‘ing Value With Promoters Featuring Justin Warren @ Wajax

A glance at the website of Wajax will explain the scope of their services. The company was founded in 1858, and is one of Canada’s longest standing and most diversified industrial products and services providers. The images are of enormous construction machines - but it’s all about the people in the business, says Justin Warren of Wajax, guest on this week's Account Experience Podcast. 
Justin, who is Senior Vice President at Wajax, is responsible for the company's industrial parts and engineered repair services business. Over the last three years he led the team developing the Voice of Customer program. He talked to hosts Adam Dorrell and Cary Self about how they set up the program - and some of its successes. 
The Net Promoter based program was all about measuring in its first year, and as it evolved in year two they created action plans for more than 100 locations. Wajax added “monetization” to the program to understand the drivers of satisfaction with a dollar amount attached. And they now have a clear sense of how promoters drive twice the value of detractors - which makes it an easy rule of thumb for all the staff to get behind. Justin explained how the program is driven from the top and how it motivates success. They have 100% follow up rate, truly impressive. The speed of adoption is admirable for a company 150 years young! 
A classic B2B account experience case study - highly recommended for a business with multiple locations and wanting to adopt a customer focus. 
 
Wajax.com
#b2b #b2b2c #industrials #canada #monetized

Fighting The Fear of Feedback w/ Cara Crisler

Our host Adam Dorrell is joined by Cara Crisler, an accredited non-violent communication trainer. And in this fascinating episode, we go deep on how to 'fight the fear of feedback' with a few tips on how to best communicate in a non-violent way. Adam and Cara are also joined by our host from season 1, Cary T. Self. Are you afraid of receiving feedback whether it be positive or negative? Well, this is the episode for you!

Your Customer Experience Needs To Be a Little More Punk

Adam Dorrell is joined by Adrian Swincoe, Independent advisor, speaker and best-selling author on customer service, experience, and engagement. His books include "How to Wow" and best-selling "PunkCX", which celebrates the anti-"prog rock" approach to doing customer experience simple and fast (as opposed to doing complicated, self-indulgent research projects with 10 minute guitar solos).
 
Adrian talks about his new book, "PunkXL", which is all about experience leadership. He talks about the "Quadrification" of our current times and about how he is "in service to service" - and gives a great piece of advice about why listening to frontline staff is vitally important.
 
If you enjoy two dudes talking about old punk records and CX, you will love this episode.

Account Experience + Customer Success = A Winning Combo for Vonage

In this episode, Adam and Dave are talking to Ethan Douglas and Victoria Montague from the Customer Success team at Vonage. They dive into the Customer Success tactics the various business units at Vonage are using to retain and grow accounts. If you're looking for tactical insights to improve your experience program, this episode is for you.

Winning on Purpose with Fred Reichheld

Adam talks with the father of NPS, Fred Reichheld about his new book, "Winning on Purpose". Adam and Fred dive deep on the origins of NPS, how companies are doing it right (and wrong), NPS's accounting companion "Earned Growth", and how digital transformation has made the metric even more powerful.

10 Years of CX Success From a One-Page Strategy with Wolters Kluwer

Today's hosts: 
 
Adam Dorrell, CEO of CustomerGauge, and Adam Ramshaw, Head of Genroe, an Australian-based consulting company and CustomerGauge reseller that Helps B2B organizations grow with customer feedback, Net Promoter Score, and retention services.
 
Today’s guest: 
 
Janine Scott, Direction Operations for Wolters Kluwer Asia Pacific. Janine is based in the Sydney Australia HQ and has evolved the customer experience program over a decade, and also had a variety of roles, all with a customer flavor in areas of commercial, process, or strategic.
 
Adam Dorrell, CEO of CustomerGauge, and Adam Ramshaw, Head of Genroe talk with Janine Scott about how the B2B feedback and Net Promoter program evolved at Wolters Kluwer. They dive into how they kept up “organizational momentum” as well as how the market has changed. We touch on how you can get different feedback by asking in-app or offline. Transparency is very much part of the Wolters Kluwer program, and Janine adds her tip for success: have a “Strategy One-Pager” and make sure you keep it alive! 

100% Response Rate, 98% Retention Rate, 80% Referral Rate, Oh My!

In today's episode of the Account Experience Podcast, Adam Dorrell is talking with the CEO of ICON, Helen Hickin. You read the title correctly. Helen and her team have been able to achieve a 100% response rate, a 98% retention rate, and an astonishing 80% of new business comes from referrals. If that's not a world-class experience program, I don't know what is.
Sit back a listen to Helen as she discusses the nuts and bolts of the ICON experience program and how it works.

Your Passives and Non-Respondents Need More Attention!

Adam and Dave talk with Customer Experience Guru, Maurice FitzGerald. Maurice has had an extensive career in CX working with some of the largest tech companies in the world. In this episode he dives into predictive NPS, why it's so important to spend more time with your passives, the most important people to get to respond to your surveys, and the best (and worst) department for a B2B experience team to live.

How Briggs Went From Single Digit Response Rate To Over 20% In 8 Months

They say "Every day is a school day", and I continually learn from our guests on The Account Experience™ Podcast. Today's lesson was how Briggs Equipment doubled their CX response rate, by thanking customers and giving to charity!I was delighted that GEMMA BEDDOW from engineering equipment specialist Briggs shared details of their #AccountExperience program with myself and Liam Prince. She discussed how they turned around their #NetPromoter program to deliver the best #b2b experience to their clients. Gemma explained how they tie #NPS to #retention, make sure that staff embrace all feedback (positive or negative or bad) and make sure that they get real time information to key account staff.A great takeaway is how a 9 or 10 score from a customer triggers an internal email to the relevant employee to relay a hearty “Thank You”.She also explained that to boost response, they started to make a donation to charity. And as a result, they have raised more than GBP4000 for Prostate Cancer UK, which is something that the company (and the clients) are very proud. A great listen for b2b service program managers - Briggs just do it right!