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Experience-driven companies lead their industries, and the world is taking notice. Let's learn how to provide consistently great customer experiences—together. Welcome to the Experience Leader Podcast.
35 Episodes
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Why do we have so many managers, but so few leaders? What does it even mean to be a leader? How do you become one? In this episode, I talk with Jennifer Borchardt, VP of Experience, Financial Services at Publicis Sapient about how to cross over into leadership. The episode begins with Jennifer reflecting on her journey and how her view of leadership has evolved over time. Jennifer has worked in various roles within the sector, most recently leading an experience practice for financial se...
Show NotesEpisode OverviewIn this episode, Chris Spiek, a luminary in the product development sector,me to discuss the transformative potential of the Jobs to be Done theory in business strategy. Chris shares his journey of collaborating with Apple to bring the innovative tap-to-pay feature to market, and how one feature born out of JTBD Research created a feature single-handedly responsible for 50% of company revenue. Tune in to hear the story.Key TakeawaysCollaboration with Apple: Chris hig...
In this episode, I had the pleasure of speaking with Horst Schulze, a visionary leader in the hotel industry. He shared his insights on the importance of purpose and belonging in the workplace, the role of leadership, and how his faith has influenced his approach to business and relationships.Key TakeawaysThe importance of purpose and belonging in the workplace: Mr. Schulze emphasizes that companies should hire people not just to fulfill a function, but to be part of a purpose and offer them ...
In this episode of Experience Leader, Devin talks with legendary hotelier, co-founder of the Ritz-Carlton Hotel Company, and founder of Capella Hotel Group, Horst Schulze. They talk about his remarkable story and how he creates the best hotels in the world. This is the first part of a two-part series that will get you fired up to pursue excellence in your life and work.Enjoy the conversation.Join other industry leaders by signing up for the Experience Leader Newsletter.A production of Experie...
Does Design Thinking work? Or does it oversimplify design, misrepresent it to the business world, and try to place designers? Steve Nedvidek joins Devin on the podcast in this episode to discuss it all.Steve teaches design thinking at Wake Forest University, is responsible for introducing design thinking to Chick-fil-A, and is himself a designer. He is the perfect person to address recent critique of design thinking, in which a well-known designer claims that design thinking oversimplif...
How do you create a consistently great customer experience in the SaaS business world? We find out from Sydney Sloan, whose storied career has included serving as CMO of Salesloft as well as senior marketing leadership positions at Adobe and Marketo.Connect with Devin LinkedIn X: @devinwsmith Subscribe and Review If you enjoyed this episode, make sure to subscribe to our podcast so you'll never miss an episode. We'd also appreciate if you could leave us a review on Apple Podcasts. Your r...
Your next star performer might not have the traditional background you're looking for, but you can find them, and Derek Greenacre is with us this week to show the way.Connect with Devin LinkedIn X: @devinwsmith Subscribe and Review If you enjoyed this episode, make sure to subscribe to our podcast so you'll never miss an episode. We'd also appreciate if you could leave us a review on Apple Podcasts. Your reviews help us reach more people and create a bigger impact.
How do you apply the Theory of Jobs to be Done to Sales? Bob Moesta is with us this week to talk about how he has done it, as outlined in his book, Demand-Side Sales 101.Connect with Devin LinkedIn X: @devinwsmith Subscribe and Review If you enjoyed this episode, make sure to subscribe to our podcast so you'll never miss an episode. We'd also appreciate if you could leave us a review on Apple Podcasts. Your reviews help us reach more people and create a bigger impact.
In today's episode, hosts Devin and David are back for the second installment of this series on sales, marketing, and how both can work better together. Last week focused on marketing, this week is about sales!While sales and marketing may feel like they are from different planets, both have to work together to ensure the best experience for the customer. The main goal for the company is how to orient itself around the customer, and to help the customer make the right buying choice for them. ...
David and I got to hang out with over 350 product professionals at Productfest RVA 2022 in Richmond, VA. It was a blast, and we got to talk with product pros from CarMax, Capital One, and HBO Max. Tune in to hear about the event and the careers of these pros doing big things at major companies.Connect with Devin LinkedIn X: @devinwsmith Subscribe and Review If you enjoyed this episode, make sure to subscribe to our podcast so you'll never miss an episode. We'd also appreciate if you coul...
Welcome to the Experience Leader podcast, and to this episode brought to you by Active Digital! Do you want to de-commoditize your products and services? Do you want to become a destination brand, increase your revenue, and have more control over your pricing? If so, you're in the right place! Each week, we'll talk about how to create great customer experience and how to orient your company to enable them. In today's episode, hosts Devin and David unpack the idea that ...
In today's episode, hosts Devin and David discuss customer experience tech, specifically diving into customer relationship management.Since David is our resident CRM expert, he fills the role of guest as Devin runs the interview! Devin first wants to explore David's history with CRM, which includes experience building a CRM platform. From his early CRM experiences, including such things as rudimentary efforts using Excel and Access, and onward, David has seen all the flavors of wh...
Welcome to the Experience Leader podcast, and to this episode brought to you by Active Digital! Do you want to de-commoditize your products and services? Do you want to become a destination brand, increase your revenue, and have more control over your pricing? If so, you're in the right place! Each week, we'll talk about how to create great customer experiences and how to orient your company to enable them. In today's episode, hosts Devin and David have a convers...
How well do you know your customers? It's a tough thing to get down to the bottom of what your customer's intent is. It's tougher still to then continuously refresh and refine your knowledge of customer intent, and create awareness of it as an organization. Today, David and I talk about how to get better at understanding your customer.We cover:Customer insight's tie to your purposeForming your organization around customer intentThe importance of using both qualitative and quantitative dataExa...
You might think that you can't innovate in the chicken business, but Steve Nedvidek says otherwise. Over his 30 year career with Chick-fil-A, Inc., Steve has done everything from cook chicken to creating an entire innovation center. We talk aboutThe culture of the early years at Chick-fil-AWhat it was like to work for Truett CathyHow Chick-fil-A grew sustainablyThe inflection point that put Steve in the hotseat to start an innovation centerThe cool things Steve is doing now in retirement...
It is the foundation of your company's strategic decision-making ability. It is core to your brand identity. It is the key to motivating your employees. We're talking about your company's purpose. Research has shown that companies with a strong sense of purpose that guides decision-making outperform the S&P 500 by 400%. Interested yet?In this episode we cover the impact of purpose on your company's:Business performanceStrategic decision-making abilityEmployee engagementBrand affinity ...
This we walk to Joseph Michelli about his work on a massive CX transformation at Mercedes-Benz USA and the book he wrote to chronicle the journey.We cover:How Joseph's involvement with the project came aboutWhat it takes for a CX transformation to succeedHow to get leaders across multiple organizations to believe and join the effortMuch morePick up Joseph's book, Driven to Delight on Amazon or your favorite book store!This episode is sponsored by Active Digital, where customer-obsessed compan...
This week, David and Devin talk about communication through the lens of Conway's Law.Conway's LawOrganizations who design systems are constrained to produce designs which are copies of the communication structures of those organizations.We cover:How to make Conway's Law work in your favor instead of against youHow communication structures affect product developmentThe importance of technology to rapid organizational communicationMuch moreThis episode is sponsored by Active Digital, where cust...
In this episode we conclude our talk about what we learned from Patrick Lencioni's book, Getting Naked, a business fable about how to treat your customers, and the culture necessary to make that possible. This time we cover Patrick's Principles of Naked Service:Make everything about the customer.Give away the business.Ask dumb questions.Do the dirty work.Send in questions to devin@experienceleader.com.This episode is brought to you by Active Digital. www.activedigital.comConnect with Devin ...
In this episode we talk about what we learned from Patrick Lencioni's book, Getting Naked, a business fable about how to treat your customers, and the culture necessary to make that possible.We cover the Three Fears from the book:Fear of losing the businessFear of feeling embarrassedFear of feeling inferiorThis episode is brought to you by Active Digital. www.activedigital.comConnect with Devin LinkedIn X: @devinwsmith Subscribe and Review If you enjoyed this episode, make sure to subscr...
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