In this episode, Adam talks with a friend of the podcast and CustomerGauge Vice President of Customer Experience, Cary Self. He’s got years of optimizing experience and energizing entire workforces around navigating customer feedback and managing the follow-up process. Discussion topics include the right timing to follow up (48 hours is just the title of an Eddie Murphy film, not the time it should take you), how to follow up with detractors, passives, and promoters, thank-you notes, and...

Adam’s guest is the outspoken and often hilarious Ben Phillips CCXP, leader of Customer Experience at Fujitsu. He’s an author, a CX professional, and a top voice in the customer experience world — one of the few real experts in B2B CX. Ben is open about how the program is run at Fujitsu, talking through some of his challenges and how the program is evolving. He’s also generous in talking about real benchmarks in the business.  Adam and Ben discuss the pros and cons of competitive benchmarks:...

Jackie Kesterson, Director of Client Experience at Orion Advisor Solutions, opens a treasure chest of B2B experience knowledge. Orion's client base consists of 1000s of investment advisors and wealth managers. As you can imagine, that’s a very demanding customer base! Jackie ensures the voice of the customer is acted on and maintains a client-centric culture to drive business growth.  This discussion covers how rewarding staff on NPS is difficult and asking customers for feedback several...

Zahra Eid is the Customer Experience Manager at Beyon, a regional Digital Communications/Telco business based in Bahrain. She explains how she energized their customer experience (CX) program, growing it from research roots to a company-wide, silo-busting program based on action and connecting CX measurement to revenue growth. Host Adam Dorrell leads her to talk about the transformation from the Batelco brand to Beyon and how her CX program has become more digital, just like the company's...

This week Adam Dorrell sits down with CustomerGauge client Lucas Mistelske, Vice President of Client Experience at Involta. Involta is an enterprise-class IT infrastructure partner that provides advanced colocation, hybrid cloud solutions, superior data center experiences, and connectivity with first-class fiber. Lucas has led the deployment of Involta’s Managed Infrastructure Services offering and spearheaded their Net Promoter Score program. In this episode, Adam dives into the value NPS...

Anna-Maija Tanninen is a female entrepreneur who started CX Agency in Helsinki, Finland. CX Agency helps B2B companies successfully develop and lead customer-centric changes through services like customer experience strategy to business design. Previously she was a partner at Futurelab and a management consultant with Accenture and elevator company Kone. To use a terrible pun, Anna-Maija can LIFT all your programs.  In this episode, she talks about culture: “To understand if we truly are...

To heat things up with the first episode of the New Year, Host Adam Dorrell welcomes Nick Wood, the Global Marketing Director at Teledyne Gas and Flame Detection; a division of Teledyne Technologies Inc. Teledyne is coming up on its 75th birthday, marking almost 100 years of providing reliable customer experiences to its long-standing customers. Adam and Nick dive into why the business made the turn towards a structured strategy (hint: it's all about the data), the importance of closing the...

The pint is making its way west, and Americans are now beginning to understand why it's been a staple across the pond. During this quick episode, Nigel Tordoff, Chairman of the CPG Experience Council, joins Adam Dorrell to walk through the article "Americans are discovering the joy of a true pint of beer" in The Economist. Why is this a trend in the market? How might a trend like this affect the convenience store? What might be driving this new experience? Join Adam and Nigel as they break...

When we care, it makes all the difference. Adam Dorrell, CEO & Co-Founder of CustomerGauge, sits down again with Nigel Tordoff, Chairman of the CPG Experience Council, to consider the ways customer experience can grow a business.  Nigel kicks off this episode by sharing his 'CX Hypothesis' on what he thinks is the best approach for reaching customers and making an impact. Adam and Nigel dive into testing the hypothesis through an Airline Industry example along with discussing the four...

It's all about surpassing customer expectations. Back for the fourth CPG Experience Council-edition episode, Nigel Tordoff joins Adam Dorrell to explore CX drivers and what leads to Promoters, Detractors, and Passives.  What happens once you have a happy customer? What is the consequence of not taking the proper action on an upset customer?  The two take a deep dive into Net Promoter Score (NPS), the pitfalls everyone should avoid when leveraging NPS, and how to close the loop reactively and...

Are you listening to 80% of your B2B customer base? Nigel Tordoff, Chairman of the CPG Experience Council, joins Adam Dorrell to discuss the scale of the CPG industry and the impact it can have on customer experience. When you look at the consumer packaged goods industry from a wide lens, there are so many different relationships that must work to provide for the end customer.  Adam and Nigel discuss the impact of scale in CPG, embracing technology, setting out what 'good' looks like, and a...

Host Adam Dorrell welcomes back Nigel Tordoff, Chairman of the CPG Experience Council, to discuss how a customer's trust in a business ultimately leads to revenue growth.  The two dig into what happens when you open the lines of communication and provide feedback — whether it's a relationship with a consumer, a business (or even a significant other!)  They also highlight Adam's research on how many times companies use the word 'customer' in their public pronouncements. And one well-known...

Host Adam Dorrell welcomes Nigel Tordoff in the first of five CPG Experience Council-edition episodes. Nigel, with 30 years of CPG industry experience under his belt, is now Chairman of the Council and ready to recruit those in the trade just as eager to make an impact. Together they share how to kickstart great CX in CPG and break down the acronym that must be at the core of every program: CLiCS. What is CX? And why bother? What goes into a program that CLiCS together? Both pull back the...

Adam Dorrell sits down with Per Braginski, Director of Insights at the Danish-based Novozymes, a world leader in bio-solutions, in a special “on-site” episode. This is a company that operates behind the scenes, as a supplier to well-known brands, including many CPG companies. Process and quality is all-important, not just in product but also in their customer relationship domain.  Per shares how they manage Customer Experience, and measure Net Promoter at Novozymes. The Scandinavian...

Are company’s big IT transformation projects like the Berlin Airport, the Elizabeth Line, or the Second Avenue Subway similar in that they take forever with massive cost overruns? We turned to an expert to find out. Host Adam Dorrell talks with Steve Abramson of Jasmar Associates. Steve has 30+ years of professional services experience across the consumer goods and retail sectors working for large businesses such as IBM and KPMG, and smaller, high-growth companies. In that time he’s worked...

Adam Dorrell talks with Mert Damlapinar to explain how digital experiences are at the forefront of today’s retail experience, and how CPG companies need to transform their thinking from a physical world paradigm. Mert is a well-known expert in the field of e-commerce and digital marketing: an author, a former director of brands like L’Oreal, Mondelez, Sabra, and holder of multiple degrees from Boston, Cornell and MIT. His current role is Principal of CPG Digital Commerce Acceleration at EPAM...

Muhammad Idrees joins host Adam Dorrell to talk about growing sales by focusing on Customer Experience basics. It’s a lesson for B2B CX leaders on how a unified company approach brings an impressive return on investment.  Muhammad is the Chief Commercial Officer at Engro Polymer and Chemicals Limited, a subsidiary of Engro Corporation — one of Pakistan’s largest and most diversified conglomerates. The company’s vision is to become a globally competitive PVC producer, and they are well on...

David Gluckman is the genius who invented dozens of the best-known drinks of recent decades, including the iconic Baileys Irish Cream developed 50 years ago this year. Host Adam Dorrell digs deep into David’s wonderful anecdotes behind the birth of drinks we all grew up with: Baileys, french wine Le Piat d’Or, Cîroc vodka, Tanqueray Ten gin, soft drinks Aqua Libra and Purdeys, the Singleton Malt, Sheridans Coffee Liqueur and so many more.  David tells stories of how a small and determined...

Host Adam Dorrell welcomes Daniel Solomons, CEO and Co-Founder of Update — the world's first and only energy drink without caffeine. He tells the story of founding the company in New York City after booking a one-way ticket from Sydney, Australia, and now “disrupting an old school market with a product that is equally as effective, healthier, and better for you." It’s fascinating to hear the origin story of how they developed Update.  Apart from the science behind the drink, Daniel is...

Intuitive Health is driving an Urgent Care paradigm shift in the USA. In this podcast, you’ll hear how they shape their retail health facilities around hundreds of thousands of patients' feedback to get better outcomes and Net Promoter Scores of 90.    Adam Dorrell talks to David Apple, who lifts the lid on how it’s done. David is the CMO of Intuitive Health and leads the company’s marketing and customer experience to drive long-term growth across consumer and business segments in the most...

Recorded at the Coca-Cola LATAM and Coca-Cola FEMSA CX Summit in Mexico City - Adam tracks down Paulo Mendes Jr, LATAM Value to Market Head, Coca-Cola. Paulo explains how he’s rolling out a unified customer experience across the entire region: 660 million people, nearly 5 million outlets, and dozens of bottlers.  Paulo relates how he started at Coke 30 years ago as a field sales rep. He really put the hours in - working outlets on the streets, 50 - 55 outlets a day, starting at 07.30 every...

In this episode, Adam talks with Sheena Iyengar on the day of her new book launch “Think Bigger”, on the subject of the paradox of choices and creativity. It’s a sort of follow-up to the episode on the JOLT effect with Ted McKenna, who quotes her work extensively - so we are going back to the source here.  Sheena is the S. T. Lee Professor of Business in the Management Department at Columbia Business School and the best-selling author of The Art of Choosing (2010) - that’s where the Paradox...

In this episode of the Account Experience Podcast, host Adam Dorrell talks with Aidan Bocci, an expert in the global consumer goods and retail industry. For many years he was instrumental in improving consumer goods companies’ customer business planning processes.  In his career, he has worked with most of the top 100 FMCG companies (like Procter and Gamble) and advised C-Suite leaders in more than 30 of them. And now he’s the co-founder of Growzz, which is a platform to help Consumer...

Get out your yoga mat because, in this episode of the Account Experience Podcast, host Adam Dorrell talks with Guru Ganesh Khalsa, probably the most sought-after sales trainer in the world. Through his company Concious Selling Inc  he’s trained 1000s of high-tech professionals in companies like LinkedIn, Slack, Dropbox, Elastic, BMC, Dell, Oracle, and Cisco.   He’s one of the most entertaining people you will meet, and his rich life experiences (he was at Woodstock!) inform his view on sales...