The Account Experience Podcast

How Heineken Leveraged CX to Grow When Bars were Shut Down

It's been over a year since most of us have been able to step foot in a pub. Yet, Heineken has been able to leverage their CX program to stay in touch with bar owners and even grow their footprint. We're talking with Stefan Visser, Lead VoC program & Scrum Master CX @ Heineken to see just how they did it.

NPS vs. CSAT

Today Ian and Cary are talking about the pros and cons of NPS and CSAT and how to grow your business based on customer feedback.

Your Frankenstein CX Tech Stack is Causing Churn!

Today we're talking CX tech stacks! But more importantly, how a bad tech stack leads to unhappy customers and leads to churn.

Want That Next Promotion? Start Connecting Drivers to Revenue

In this episode, Cary and Ian explain what drivers are and how you can become the superstar in your organization if you start connecting them to revenue.

Creating Super Promoters For Your Brand

Promoters are promoters, right? Well, sort of. But what if you could turn your promoters into super promoters? Ian and Cary talk about the different ways to activate your promoters to actively refer your business.

Tying Revenue to Your B2B Experience Program

Do you tie revenue to your B2B experience program? If you do, you're in the very small minority. We found over 2/3 of companies don't actually do this! So today we're getting granular and talking about how to begin the journey to tying experience to revenue.

Committing to CX at All Levels of the Organization with H&R Block

Today we welcome Hilary Zaharko, VP of Marketing, and Carla Lestinho, Client Experience Manager at H&R Block Canada. We dive deep into their tactics for disrupting and acting on feedback at all levels of the organization.

Not Tracking Referrals? You're Leaving Money on the Table!

Referrals are your secret weapon weapon to monetizing your experience program. In this episode we dive deep on how companies are utilizing (or not utilizing) referrals to grow their business. 

How Intuitive Health Used NPS to Grow During a Global Pandemic

Today we welcome David Apple, CMO at Intuitive Health, to the show. David is going to outline how he used NPS to pivot and deliver exceptional experience to grow during the pandemic.

Training to Retaining w/ Tom Studdert of Zoominfo

Today we welcome Tom Studdert from Zoominfo to the show. If you want to learn how to increase customer retention through training and education, this episode is for you. Tom dives deep into "training to retaining", including how he was able to achieve 98.5% retention at Zoominfo.