Integrating Marketing & Customer Service: Content Strategies to Solidify Relationships

Integrating Marketing & Customer Service: Content Strategies to Solidify Relationships

by | Mar 11, 2024 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Struggling to create lasting customer loyalty in today’s competitive landscape?

Is your brand effectively leveraging content strategies to enhance the omni-channel customer experience?

Join Stacy Sherman and Bernie Borges as they unveil the secrets to crafting exceptional Customer Experience (CX) journeys, emphasizing the power of personalization, seamless content strategies, effective marketing techniques, and authentic care.

You’ll learn to leverage revenue-boosting omnichannel approaches firmly rooted in meaningful human connections. Explore leadership strategies that focus on curating personalized interactions and putting the human elements of CX at the forefront of your business model.

Whether you’re a business leader seeking to differentiate your brand or looking to maintain a loyal customer base by excelling in CX, this podcast provides actionable insights and practical tips. For a deeper dive into transforming your customer experience, visit DoingCXRight.com.

 

Content Strategies & Other Customer Service Experience Takeaways:

  • Emphasize a 360-Degree Customer Approach: Integrate customer experience strategies across the entire journey, from awareness to post-purchase, ensuring seamless and personalized interactions at every touchpoint.
  • Invest in Frontline Employee Training: Dedicated and comprehensive training for frontline staff is crucial to provide exceptional customer service and forge strong relationships with clients.
  • Prioritize Consistency Across Channels: Establish an omnichannel presence that guarantees customers receive the same level of care and service whether they engage online or offline, fostering trust and loyalty.
  • Understand and Leverage Emotions: Recognize the emotional aspects of customer decisions and experiences, particularly in B2B contexts, and use this knowledge to create more empathetic and resonant customer service interactions.
  • Avoid Deep Cuts to CX: In times of financial scrutiny, resist the urge to slash customer experience budgets significantly, as maintaining a high-quality CX is essential for long-term brand success and customer satisfaction.

    Timestamps

    [00:00]: Intro

    [00:56]: Bernie’s Role as Vice President at IQor.

    [01:19] Bernie’s 20 Years Experience in Content Marketing and Podcasting.

    [03:14] Advice Bernie Would Give To His Younger Self.

    [04:11] The Significance of Creating a Holistic 360-degree Customer Experience.

    [07:31]: The Integration of CX and Marketing and How They are Siloed in Companies.

    [12:43] The Impact of CX Cuts and Training Employees Properly.

    [16:51]: Outsourcing Customer Service and Other Functions.

    [22:07]: Building Trust for a Brand and Personalization in Content Marketing.

    [25:26]: The Omnichannel Approach and Maintaining Humanity in Customer Interactions.

    [28:21]: Leadership advice and the importance of investing in employee training.

      Whether you are a business owner, a CX specialist, or a marketing enthusiast, you won’t want to miss the wisdom shared by Stacy and Bernie that could redefine the way you engage with your customers and empower your employees. 

      Press Play  To WATCH On Youtube

      About Bernie Borges:  

       Vice President, Global Content Marketing at iQor, a leading BPO. He’s an Advisory Board member at Vengreso and at the University of South Florida Digital Marketing Certification Program. Bernie is the producer and host of the Midlife Fulfilled podcast.

      Bernie’s career spans more than three decades in B2B marketing roles and sales roles in technology. He founded and led the digital marketing agency Find and Convert, which after 15 years merged into Vengreso in 2017.

      Bernie speaks at marketing industry events and is the author of Marketing 2.0, one of the earliest books written on social media marketing strategy. He has been recognized by industry peers, including Demandbase’s 25 Marketing Executives to Learn From in 2023, SEMRush’s Top 100 Content Marketing Influencers in 2022, and Toprank’s Top 25 Content Marketing Experts in 2021. Find out more about Bernie on his website

      About Stacy Sherman: Founder of Doing CX Right®‬

      Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

      Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

      Keyword themes: Doing CX Right podcast business ,customer service  content marketing

      Leveraging ‘Wow Moments’ for Enhanced Customer Loyalty

      Leveraging ‘Wow Moments’ for Enhanced Customer Loyalty

      by | Jun 14, 2023 | Marketing & Branding

      When you think of a conference wrap-up, what comes to mind? A summary of the event topics, some final networking, and maybe a modest reception? That’s what I anticipated as CX Outsourcers event ended, yet it was far from that. A Wow Moment made the entire event experience extra unforgettable, and it serves as a reminder of the profound impact of ‘Wow Moments’ as a brand differentiator.

      A Memorable ‘Wow Moment’: A Personal Anecdote

      CXOutsoursers 2023 event took place in Glasgow and ended with a scheduled bus tour of the city. I imagined a typical school bus ride—nothing particularly exciting—however, the organizers, Mark Angus, Traci Freeman, Peter Ryan, had a delightful surprise in store. Instead of a regular bus, we were greeted by a decorated vehicle offering champagne and a variety of delicious food throughout our journey.

      This unexpected twist didn’t just make that day memorable; it permanently associated the event with a sense of delight and exceeded expectations in my mind with a long-lasting impact.

      Why ‘Wow Moments’ Matter

      In today’s business landscape, the power of ‘Wow moments’ as a brand differentiator cannot be underestimated.

      Enhancing Brand Perception Through Delight

      Creating a ‘Wow moment’ does not always mean extravagant spending. Doing CX Right is about surpassing customer expectations and crafting a delightful surprise that stays in peoples’ minds for a long time. Remember that customers enjoy sharing their experiences, and the narratives they disseminate shape public perception of your brand. These shared stories are intrinsic to your brand image, with positive tales enhancing your reputation and potentially attracting more customers.

      Fostering Loyalty and Promoting Repeat Business

      ‘Wow moments’ elicit strong emotions, making customers feel special and valued. This emotional bond nurtures customer loyalty—a priceless asset in the modern business world. Such moments encourage repeat business and transform customers into brand advocates, amplifying your brand’s reach via word-of-mouth marketing.

      Conclusion: Harnessing the Power of ‘Wow Moments’

      Wow moments’ are crucial for shaping brand perception, cultivating customer loyalty, and driving repeat business. They don’t require hefty investments but instead demand creativity, consideration, and a deep understanding of your customers’ needs.

      Your brand isn’t solely about your product or service; it’s about what you stand for and the experiences you deliver. Look for opportunities to create ‘Wow moments’ in every customer interaction. In doing so, you will craft a memorable brand and nurture a community of loyal customers eager to share their delightful experiences with others. It’s a win-win scenario.

      the power of wow moments and customer experience
      Marketing & Customer Experience Trends From A CMO Executive Lens

      Marketing & Customer Experience Trends From A CMO Executive Lens

      by | Feb 5, 2023 | DoingCXRight®‬ Podcast

      Doing CX Right podcast show on Spotify with host Stacy Sherman
      DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
      Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
      Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

      What is the role of Marketing in the digital world? How does it relate to customer experience (CX) and creating real brand loyalty? Stacy Sherman interviews Jackie Yeaney, 6x CMO, to bring you answers to these questions and more as Marketing is no longer just about campaigns. It’s about telling stories, building brands, and creating intentional journeys for customers.

      Additional topics include the connection between Marketing and CX and whether one can be considered the new version of the other. Also, the ideal organizational design and future trends that brand leaders must plan for to succeed in a high-tech competitive landscape.

      Press Play To WATCH the Interview

      About Jackie Yeaney- Marketing and Customer Experience Leader

      Recently EVP of Marketing at Tableau, Jackie Yeaney was responsible for empowering and educating more people about the power of seeing and understanding data. She has more than 20 years of experience as a marketing thought leader navigating the intersection of brand, customer experience, and data analytics.

      Jackie started her career as an officer in the US Air Force, and then spent several years as a management consultant at the Boston Consulting Group. She has made a big impact at reputable brands like Delta Air Lines and Red Hat. Jackie holds a B.S. in electrical engineering from Rensselaer Polytechnic Institute and an MBA from the Massachusetts Institute of Technology.

      Learn more and follow Jackie at: Twitter and LinkedIn.

      About Stacy Sherman: Founder of Doing CX Right®‬

      An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

      Fireproof Strategies To Lead Teams And Thrive Through Disruption

      Fireproof Strategies To Lead Teams And Thrive Through Disruption

      by | Dec 4, 2022 | DoingCXRight®‬ Podcast

      Doing CX Right podcast show on Spotify with host Stacy Sherman
      DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
      Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
      Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

      Fireproof Strategies For Business and Personal Success

      We all face stressful situations. Some put out fires literally, like David Hollenbach, who spent 23 years in public safety, while others do so figuratively in the workplace. David shares fireproof strategies to thrive through disruption, overcome limiting beliefs, create a plan for the future, and leave an intentional legacy. You’ll hear personal stories and captivating case studies to help you be an effective leader and communicator to improve experiences for employees, customers, citizens ~ all humans. 

      Listen, learn and pay it forward.

      About Battalion Chief David Hollenbach

      Battalion Chief David Hollenbach (retired) is the author of “Fireproof: Your Grand Strategy for Transforming Failure into Fuel for Your Future.” He is a motivational speaker, coach, and mentor. He owns and operates David Hollenbach Consulting, LLC, and hosts the popular podcast “From Embers to Excellence.”

      During his 23-year career in the fire service, he served as a

      • Firefighter
      • Apparatus Driver/Pump-Operator/Engineer
      • Company Officer/Lieutenant
      • Battalion Chief in Operations
      • Chief of Special Operations
      • Critical Incident Stress Management (CISM) peer counselor
      • Public Safety Rescue Diver
      • Coordinator and developer of his department’s first leadership development program

      David Hollenbach is a veteran of the United States Navy with a Master’s Degree in Public Administration from Barry University. A major focus of research for his capstone was how strong, positive leadership can influence the culture of a large organization.

      While studying at Barry University, he published “The Firefighter’s Creed” and “Women in the Fire Service: A Diverse Culture Leads to a Successful Culture,” an article highlighting the importance of gender diversity within the fire service in Fire Engineering Magazine.

      He has spent years as an instructor, coach, and mentor, helping others define and realize success. Although he no longer works as a servant to the community, his passion for service to others remains stronger than ever.

      Learn more: LinkedIn. Website.

      About Stacy Sherman: Founder of Doing CX Right®‬

      An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

      5 Tactics To Align Sales & Marketing For Better Customer Experiences

      5 Tactics To Align Sales & Marketing For Better Customer Experiences

      by | Oct 30, 2022 | Marketing & Branding

      Have you noticed that work teams, including sales and marketing, who both speak to potential and current customers, often work in silos? It does not make sense or cents. In fact, according to Harvard Business Review, sales-marketing misalignment is estimated to cost businesses more than $1 trillion each year.

      Having worked in Sales and Marketing leadership roles throughout my career, I have learned firsthand that when the two partner together, everyone wins.  The customer experience improves, and the organization achieves better business results. Employee satisfaction and job fulfillment rise, too, resulting in less quiet quitting.

      So how best to get sales and marketing on the same page? The following are proven tactics regardless of company size or industry:

      5 Ways To Increase Marketing and Sales Alignment  

      1. Communicate A Lot and Often. Establish reoccurring cross-team meetings to share what everyone is working on each week. By talking about key priorities, people will have a chance to see the overlap and ways to support each other. Furthermore, as the new year approaches, proactively discussing strategies and aligning roadmaps early on results in more productive working sessions. 

      2. Walk In Each Other’s Shoes. The best way to increase employee empathy and support is by experiencing responsibilities and challenges beyond one’s role. If you are in Marketing, join the sales team at meetings and listen to the questions prospects ask. The information is gold for optimizing website content and marketing collateral. Sales leaders also can benefit by joining marketing meetings to align on segmentation, paid search keywords and content testing, PR stories, and more that help in storytelling with prospects and clients. 

      3. Establish Common Metrics and KPIs (key performance indicators). When people share goals, they naturally work better together. They innately care to communicate more and consistently collaborate for the greater good. However, this can’t happen without #4.

      4. Hire and Retain The Right Leaders. Knowing that culture starts at the top, it’s essential to recruit Sales and Marketing people with a collaborative mindset who share a customer experience (CX) passion. Managers must ask the right questions during interviews to avoid costly mistakes that occur when there are organizational silos. More details about the right questions in my upcoming newsletter.)

      5. Do the basics right. There’s no scientific equation to create bonds between people. Relationships happen when there is an intentional desire to be helpful and supportive without egos in the way.  I highly recommend you pick up the phone, especially during times of conflict, and have a discussion versus sending a text or email that often gets misinterpreted. While we live in a high-tech world, nothing is more effective than a personalized and authentic conversation.

      Ultimately, breaking Sales and Marketing silos is not just a nice thing to do but a brand differentiator that your competitors fear. If you have not been showing up as a unified aligned team internally and externally, start now. It is not too late.

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