The Account Experience Podcast

B2B Benchmarks Series - Account Sentiment

Hi all! We're going to switch things up a bit. We've received a lot of feedback from you all requesting a few B2B benchmarks ....and guess what? You're in luck! Today we're kicking off a new mini-series on B2B experience benchmarks with our yet to be released benchmarks data consisting of over 1,000 responses from B2B companies of all shapes and sizes across the globe. In this first episode, we cover Account Sentiment. More specifically, measuring how many contacts per account you should have to get account sentiment. So without further ado, let's kick off the first in a series of benchmarks episodes...enjoy.

Culture Club - How Gaugies Celebrated Diwali Digitally This Year

Let me be the first to wish everyone a happy Diwali! This is one of CustomerGauge's favorite traditions internally with great food and even better company. This year, however, we did things a little differently. Here's a hint, it involves our CEO and COO schlepping around Amsterdam to deliver food in person to our EU Gaugies and free delivered food to our US Gaugies. In today's episode, we'll dive into a few details on how your company can also keep culture alive in a digital-first world and why celebrating is more important than ever. Once again happy Diwali and let's dive on in.

How to Operate a World-Class Experience Program Globally w/ Bisnode

Today we're joined by Marianne Mølgaard, she's the group Customer Engagement Manager at Bisnode. And Marianne recently had a great Linkedin post go viral which detailed her global experience program at Bisnode. And full disclosure here guys, Bisnode is a customer of CustomerGauge, but man is their story interesting. And Marianne doesn't hold back. She gives us all the great details on how she operates a program globally across markets, how she rallied teams internally around the customer, and even how the program has impacted Bisnode's business. This is a can't miss for anyone operating a global program. Without further ado let's dive right in. 

The Formula For Long-Term Customer-Centric Growth w/ Dennis Geelen @Zero In

Today we're joined by Dennis Geelen, the founder of Zero In, a boutique consulting firm based out of Ontario, Canada. In this episode, we talk about Dennis' fantastic new book "The Zero in Formula". It's a #1 Bestseller on Amazon and a great read for any experience professional out there listening. This was a super interesting talk filled with case studies, formulas, real-life actionable takeaways to help you better engage with your customers. I know you're going to get a ton of value out of this talk, so let's dive right in. 

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.