The Account Experience Podcast

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.

Closing The Loop as Fast as Humanly Possible w/ Ondrej Sedlacek @Satismeter

Today we’re excited to welcome Ondrej Sedlacek to the Account Experience podcast! 
Ondrej is the Co-founder of SatisMeter, an NPS and experience software based out of Prague. And in exciting news, CustomerGauge and SatisMeter recently solidified a great partnership which we’re all very pumped about. 
In this episode, Ondrej talks about the importance of closing the loop as quickly as humanly possible. And he even has a few cool tips to do it real-time while your customers are either still in your product or using your service. You won’t want to miss this one. So without further ado let’s dive on in.

B2B Benchmarks Series - CX Adoption & Mapping

Today we dive into part 2 of the quick-hitting experience benchmarks episodes. In this episode, we'll be exploring benchmark data centered around whether or not "CX is deployed throughout your organization" and "have you developed a thorough customer journey map" both data points are related as we'll explain in the episode. Some really interesting benchmarks to review here so let's dive on in.

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.