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Welcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more Customer Experience (CX) leading practices! Today, our spotlight topic is on how to effectively use Artificial Intelligence (AI) to deliver a strong CX.  To speak more in depth about this subject, we’re here with Nathan Joens, co-founder and Head of Innovation of Structurely (https://www.structurely.com/), a conversational artificial intelligence software that responds to, qualifies, and nurtures your online leads. In this video, you will hear Nathan and I discuss the following practices: 1.)   How AI can effectively be used to deliver a stronger customer experience.   2.) Nathan's story for starting Structurely, and expanding into various different industries. 3.) How AI can be used to augment CX practices and still lead with empathy toward customers. 4.) What companies consider adopting an AI tool versus sticking with human-led support. 5.)  Drawbacks to using AI tools, and how companies adopting of AI platforms cna avoid these drawbacks. 6.) Projections for the future of using AI tools to improve customer communication. If you have ideas for Podcast episodes, please [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio). Stay connected to leading #CX​ practices at https://www.microadvisers.com ​Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w ​​​ -OR- Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275 ​YouTube Link: https://youtu.be/C4rTX7iAopo #Customersuccess​​​​ #CX​​​​ #Customer​​​​ #Customerexperience​​​​ #customersupport​ #SaaS​​ #startup​​ #growth #revenue #PM​​ #Structurely #AI #artificialintelligence #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers #data #startup

Welcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices! Today, our spotlight topic is on Practical CSM.  To learn more head over to https://practicalcsm.com/  This small business is on a mission to help customer success leaders, individual CSMs and those who are aspiring to join the profession better understand leading practices for delivering Customer Success services to their customers. To learn more about the community the Practical CSM team is building, we’re here with founder, Rick Adams. In this video, you will hear Rick and I discuss: 1.)   How and why he built the Practical CSM Framework?   2.) As a long-time CS consultant, Rick discusses some proven CX practices he has seen work well, and how he incorporates these into his business. 3.) Leading practices new CSMs can utilize to start-off their CS careers strong. 4.) How more experienced Customer Success professionals can continuously grow. 5.) Predictions for the Customer Success field evolution over the next few years, and how CS leaders stay abreast of these changes. If you have ideas for Podcast episodes, please [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio). Stay connected to leading #CX​ practices at https://www.microadvisers.com ​Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w ​​​ -OR- Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275 ​YouTube Link: https://youtu.be/u_uIOvqOPX0 #Customersuccess​​​​ #CX​​​​ #Customer​​​​ #Customerexperience​​​​ #customersupport​ #SaaS​​ #startup​​ #growth #revenue #PM​​ #PracticalCSM #CSM #Businesseducation #Business #Education

Welcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices! Today, our spotlight topic is on the critical role customer support plays in B2B, B2C and B2E (Engineering) customers, and how to build a better operation in your startup or small business.  To learn more, head on over to https://tylercrown.com/ To better understand this concept, we’re here with Michael Frew.  Michael is the Owner/Operator of Tyler Crown, a corporation that manages, founds, and acquires cloud-based software products and services. Michael has over two decades of experience as a software developer and project manager. In this video, you will hear Michael and I discuss: 1.) Leading practice in customer support functions. 2.) The differences between B2C, B2B and B2E support, and when to use a certain model.   3.) Building these teams to operate effectively from the start; and turning around less than stellar support teams. 4.) Skillsets pertinent to customer support functions.  5.) Tech-touch versus high-touch customer support models, and when each model works well.  6.) What stage a startup should start building a Support function. 7.) How Customer Support personnel can grow their careers. If you have ideas for Podcast episodes, email [email protected] or please join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio). Stay connected to leading #CX​ practices at https://www.microadvisers.com ​Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w ​​​ -OR- Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275 ​YouTube Link: https://youtu.be/dMxqy9seg0Y #Customersuccess​​​​ #CX​​​​ #Customer​​​​ #Customerexperience​​​​ #customersupport​ #SaaS​​ #startup​​ #growth #revenue #PM​​ #TylerCrown #CSM #Businesseducation #Business #Education #CustomerSupport #Support #Customerservice

Welcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices! Today, our spotlight topic is how to define and measure the return on investment generated by delivering a superior customer experience. To better understand this concept, we’re here with Mary Cleary, Head of Growth at the high-growth customer experience AI startup, Frame.AI. Learn more at (https://frame.ai/). In this video, you will hear Mary and I discuss the following practices: 1.)   How companies like Frame AI are working to help companies use machine learning and artificial intelligence to produce more accurate and faster voice of the customer (VoC) outcomes. 2.) How to measure and draw the connection between CX metrics and their impact on the overall business metrics (revenue growth, cost reduction etc.) 3. The 'must-have" data elements to understand the voice of the customer and incorporate that data into a CX-first strategy to achieve the greatest RoI. 4.)   The intangible benefits of truly understanding your customer data in a variety of different ways to deliver a stronger CX? 5.)   How to understand and incorporate AI into your practices to drive the best customer experience. If you have ideas for Podcast episodes, please [email protected] (https://www.linkedin.com/in/jimbuscaglio). Stay connected to leading #CX​ practices at https://www.microadvisers.com ​YouTube Link: https://youtu.be/oa2UWeIGpPo #Customersuccess​​​​ #CX​​​​ #Customer​​​​ #Customerexperience​​​​ #customersupport​ #SaaS​​ #startup​​ #growth #revenue #PM​​ #FrameAI #AI #artificialintelligence #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers

Welcome back to the MicroAdvice Podcast. Thanks so much for watching and please subscribe to stay informed of more CX leading practices! Today, our spotlight topic is on the role of the Chief Customer Officer (CCO).  We’ll deep dive into this role, and discuss the considerations for hiring the right skills for this position to achieve the best outcomes.  To better understand this concept, we’re here with Debra Squyres, Chief Customer Officer of HackerRank (https://www.hackerrank.com/). In this video, you will hear Debra and I discuss the following practices: 1.)   A day-in-the-life of a CCO, and how this role is invaluable to a growing a business. 2.) Deep dive into leading practices on informing customer strategy versus strategy execution and integrating various teams/divisions of the company around the customers’ needs.   3.) Balancing strategy development/execution with resolving day-to-day customer challenges. 4.) Core skills that help make a CCO successful.  5.) Understanding the right stage of a company’s journey to hire a CCO. 6.) How to empower the various teams to deliver a consistently great CX across all of your customers. 7.)  Specific examples of how to deliver a strong customer experience.    If you have ideas for Podcast episodes, please email [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio). Stay connected to leading #CX​ practices at https://www.microadvisers.com ​Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w ​​​ -OR- Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275 ​YouTube Link: https://youtu.be/xpAnCkJYph0 #Customersuccess​​​​ #CX​​​​ #Customer​​​​ #Customerexperience​​​​ #customersupport​ #SaaS​​ #startup​​ #growth #revenue #PM​​ #HackerRank #AI #Cloud #ROI #returnoninvestment #VOC #voiceofthecustomer #microadvisers #developers

Welcome back to the MicroAdvice Podcast. Thanks for watching the video, and please subscribe to see more CX insights from industry leaders! Today, our spotlight topic is CX tools, how to choose the right ones and ways to avoid pitfalls.  To better understand this concept, we’re here with Scott Hanford, founder and CEO of Muze (https://www.hellomuze.com/).  Muze allows you to create video-powered surveys to get richer feedback without all of the headaches of traditional user research. In this video, you will hear Scott and I discuss the following tips: 1.)  What led Scott to build Muze, and how is helping companies deliver a better customer experience. 2.) Some of the biggest CX gaps that need to be addressed using a software or tool, and how to effectively use such tools to fulfill these gaps. 3.) How to find the best CX tools that fit your needs, when many seemingly offer similar solutions.    4.)  Pitfalls to avoid when purchasing and using CX tools.    5.)   How companies can maximize their experience using a tool, to achieve the best outcomes for their customers.  If you have ideas for Podcast episodes, please [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio). Follow this and other leading #CX​ practices at https://www.microadvisers.com ​Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w ​​​ -OR- Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275 ​YouTube Link: https://youtu.be/E5vtLOWvptY #Customersuccess​​​​ #CX​​​​ #Customer​​​​ #Customerexperience​​​​ #Fintech #healthtech #empathy​ #customersupport​ #SaaS​​ #startup​​ #founder​​ #PM​​ #hellomuze #muze #customeroutcomes #churn #reducingchurn #customersatisfaction #revenue #userresearch #software

Welcome back to the MicroAdvice Podcast. Thanks for watching the video! Welcome back to the MicroAdvice Podcast. Today, our focus is helping customers achieve better results at their jobs. To better understand this concept, we’re here with Jay Haynes.  Jay is the Founder & CEO of thrv.com, the first and only Jobs-to-be-Done (JTBD) software for product, marketing, and sales teams. In this video, you will hear Jay and I discuss the following tips: 1.)   The background of "jobs-to-be done" using specific examples and Harvard research on the subject.  2.) Leading causes of customer pain points in using tools or services to do their jobs effectively, and how to quickly identify solutions to resolve these pain points.    3.)   How your customers' jobs can be broken into three elements; a.) functional, b.) consumption and c.) emotional. You will hear case studies of how you can help your customers achieve all three through your product or service.   4.)   Specific examples and stories from the field of how companies turned a negative customer experience into a positive one by delivering on what customers need to do their jobs better.   5.) Barriers to delivering a high-quality CX, and how to overcome these barriers by identifying the job your customers are trying to achieve.  6.) What companies can do to prevent a good customer experience (CX) from going awry and preventing higher than normal customer turnover before it starts. If you have ideas for Podcast episodes, please [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio). Follow this and other leading #CX​ practices at https://www.microadvisers.com ​Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w ​​​ -OR- Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275 ​YouTube Link: https://youtu.be/I96Vuz_2BeY #Customersuccess​​​​ #CX​​​​ #Customer​​​​ #Customerexperience​​​​ #Fintech #healthtech #empathy​ #customersupport​ #SaaS​​ #startup​​ #founder​​ #PM​​ #thrv.com #jobstobedone #customeroutcomes #churn #reducingchurn #customersatisfaction

Welcome back to the MicroAdvice Podcast. Thanks for watching the video! Please subscribe to hear more leading voices in customer experience (CX) share tips, tricks and advice you can implement to better serve your customers! Today, our spotlight is on helping micro-businesses in Southeast Asia to better serve their customers.  We are here with entrepreneur Jonathan McIntosh who is CEO and founder of Opaper (https://www.opaper.app/). Opaper is a Shopify tailored experience for small to mid-sized businesses in Southeast Asia.  Joanthan is on a mission to help businesses double their revenue each year by providing tools that are super easy to use.  You will hear Joanathan and I discuss: 1.)   The concept behind Opaper for providing simple tools that are critical for small and micro-businesses. 2.) How Joan built her business solely around customer needs and feedback.  3.) How Joan is empowering micro-businesses to employ a specialized customer experience to grow.   5.)   Given 100% distance selling, we will hear how Joan is driving high quality CX in Opaper's sales cycle…and tips on how other companies can succeed as well.  If you have ideas for Podcast episodes, please [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio). Follow this and other leading #CX​ practices at https://www.microadvisers.com ​Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w ​​​ -OR- Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275 ​YouTube Link: https://youtu.be/fQe8rnSp8cE #Customersuccess​​​​ #CX​​​​ #Customer​​​​ #Customerexperience​​​​ #empathy​ #customersupport​ #SaaS​​ #startup​​ #founder​​ #Opaper #Indonesia #microbusiness #smallbusiness #SoutheastAsia #Asia

Welcome back to the MicroAdvice Podcast. Thanks for watching the video, and please subscribe to see more CX insights from industry leaders! Today, our spotlight topic is on time-to-value in data management.  We’ll talk about what it is, and how this impacts customer experience. To better understand this concept, we’re here with founder and CEO of Airbyte, Michel Tricot.   Airbyte is an open-source "Extract Transform Load (ETL)" standard for replicating data from applications, APIs & databases to create useable information for the entire organization.   Learn more at (https://airbyte.io/) In this episode, you will hear Michel and I discuss the following tips: 1.)  The data challenge that nearly every company faces, and that Michel is aiming solve through Airbyte. 2.) The value companies should be seeking to improve data management, in an effort to better inform their customers. 3.) The customer experience challenges in today's data stack, and what can be done to help solve these challenges. 4.)   What teams can do to simplify data management to achieve faster time to value. 5.) Some of the good, and maybe not so good practices for turning data into useful information that can be used by non-technical practitioners to deliver outcomes. 6.)  The customer-focused practices that young companies and startups should do from the start when building a customer-focused team (e.g.: Customer Success, User Success, Customer Experience).  If you have ideas for Podcast episodes, please [email protected] or join me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio). Follow this and other leading #CX​ practices at https://www.microadvisers.com ​Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w ​​​ -OR- Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275 ​YouTube Link: https://youtu.be/6jXKVFx7L0E #Customersuccess​​​​ #CX​​​​ #Customer​​​​ #Customerexperience​​​​​ #data #datamanagement #timetovalue #dataquality #datastack​ #SaaS​​ #startup​​ #founder​​ #airbyte #ETL #ELT #datatransformation #dataintegration #dataintegrity

Welcome back to the MicroAdvice Podcast.  Today, our spotlight is on the experience delivered by one of the fastest growing accelerators on the market, On Deck (https://www.beondeck.com/).   On Deck is a modern educational institution that unites people around the globe across a variety of programs for founders, podcasters, content creators, VCs, and many, many more aspiring entrepreneurs. To learn more about the amazing customer experience On Deck offers, we’re here with Head of Experience, Trish Kennelly. Trish and I discuss: 1.)   How On Deck is changing the startup ecosystem. 2.) How On Deck builds a cohesive strategy to deliver a consistent experience across so many professions like venture capitalists, startup founders, healthtech, fintech, angel investors, and Customer Success professionals.   3.)   Defining a clear Return on Investment, or RoI, is a struggle that many organizations have when delivering a customer experience program, and how On Deck can teach us leading practices in achieving this.  4.)   Balance an omni-channel approach for online versus offline experiences.   5.)   How a startup (currently) is helping to build, grow and sustain other startups.  If you have ideas for Podcast episodes, please email Jim Buscaglio at [email protected] or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio). Follow this and other leading #CX​ practices at https://www.microadvisers.com ​Subscribe to the the MicroAdvice Podcast on Spotify at https://open.spotify.com/show/6bT3xk3dKS5uQYXeVc1i0w ​​​ -OR- Listen to MicroAdvice on iTunes at https://podcasts.apple.com/us/podcast/microadvice-podcast/id1536424275 ​YouTube Link: https://youtu.be/g7MpSvH4gIQ #Customersuccess​​​​ #CX​​​​ #Customer​​​​ #Customerexperience​​​​ #Fintech #healthtech #empathy​ #customersupport​ #SaaS​​ #startup​​ #founder​​ #PM​​ #OnDeck #Beondeck #startupaccelerator

Today, our spotlight topic is how to build solutions for your customers with a lasting impact.  To better understand this concept, we’re here with Chris Slee. Chris is a Founder, Principal, and Chief Product Officer at AWH, a Dublin, Ohio software engineering firm creating innovative digital products for business clients. (Learn more at https://awh.net) Chris and I discuss:    1.)   For a new software application or tool, how builders can best engage their customers to meet their needs. 2.) How companies should avoid becoming feature factories but instead focus on customer outcomes. 3.)   Some traps new products face with their customers and examples how companies have successfully avoided these traps.   4.) How to build applications and software tools that are sustainable for everyone (novice users and experts). 5.)  How to turn a niche product into an application useable by a broad audience? 6.) Underdog startups that turned a strong CX into success. If you have ideas for Podcast episodes, please email Jim Buscaglio at [email protected] or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio). Follow this and other leading #CX​ practices at https://www.microadvisers.com YouTube Link: https://youtu.be/8zmfsuaN_1Q #Customersuccess​​​​ #CX​​​​ #Customer​​​​ #Customerexperience​​​​ #AI​ #articialintelligence​ #empathy​ #customersupport​ #SaaS​​ #startup​​ #founder​​ #PM​​ #Productgrowth​​ #CS #VOC #voiceofthecustomer #AWH #software #application #software #founder #howto

Today, our spotlight topic is on how customer-facing professionals can effectively use advanced technologies while still maintaining a human element for their customers. To better understand this concept, we’re here with Abby Hammer, Chief Customer Officer of a leading customer success platform, Churnzero. (Learn more at https://churnzero.net/​) Abby and I address topics such as: 1.)   The leading practices (among CSMs or other customer-facing professionals) for effectively using technology to augment the experience they provide to their customers. 2.) Success factors in software adoption. 3.)   The future of customer success software and how best to incorporate AI tools into day-to-day practices. 4.)   When startups and small businesses should incorporate customer success software to grow and scale the business. 5.)   Managing reluctant leadership on harnessing the power of CX leading practices. and much, much more! If you have ideas for Podcast episodes, please email Jim Buscaglio at [email protected] or add me on LinkedIn (https://www.linkedin.com/in/jimbuscaglio​). Follow this and other leading #CX​​ practices at https://www.microadvisers.com​ ​​ ​​YouTube Link: https://youtu.be/HPHytkVLfzs​ #Customersuccess​​​​​ #CX​​​​​ #Customer​​​​​ #Customerexperience​​​​​ #AI​​ #articialintelligence​​ #empathy​​ #customersupport​​ #SaaS​​​ #startup​​​ #founder​​​ #PM​​​ #Productgrowth​​​ #CS​ #VOC​ #voiceofthecustomer​ #ChurnZero​ #software