Your Customer, Your Success

E51 Guest: John Sampogna, Co-Founder & CEO, WondersauceSUMMARYHow do agency relationships compound over a decade instead of dying after a year? John Sampogna, co-founder and CEO of Wondersauce, joins Gary Marra to break down the difference between agencies that sell activity and the ones that sell outcomes, and why most service businesses get the trade-off wrong.John has spent more than fifteen years scaling Wondersauce from two people to over a hundred. Business Insider named him one of the 30 Most Creative People in Advertising Under 30. Five years ago, he made the painful pivot from project-based revenue to long-term client relationships, and that single decision reshaped how the business runs today.In this conversation, John explains why most agencies default to selling activity, how outcome-based pricing actually works in practice, and why founders should not scale away from the work that made their business valuable in the first place. He also shares how he measures client health, what he looks for in every hire, and what the best clients do that allows better work to happen.Gary and John connect agency operations to the larger conversation about retention, client trust, and the difference between transactional vendors and true long-term partners.WHAT YOU'LL LEARNWhat "business acceleration" actually means for a modern marketing agencyHow outcome-based pricing works in practice and where it breaks downWhy customer experience functions as brand building rather than a separate functionHow John measures agency client health across delivery, relationship, and X-factorWhy moving from project work to retainers is painful but rebuilds the businessWhat founders should keep building themselves versus hire aroundWhy John hires for excitement above almost any other signalWhat the best clients do that lets better work happen on both sidesHow to separate a smart professional risk from a bad ideaCHAPTERS01:02 Introduction 02:14 What business acceleration actually means for an agency 04:01 Outcome-based pricing in practice 07:30 Where things break down inside client organizations 11:33 Customer experience as brand building 17:30 How to measure agency client health 20:47 The pivot from project work to retainers 23:18 Scaling lessons most founders miss 27:58 What the best clients do differently 35:35 Does It Hold Water? 37:53 Chip ShotsDOES IT HOLD WATER?The defense: "We hire for hard skills. We fire for soft skills."CHIP SHOTSBook recommendation, the leader John would shadow for a day, an early-career lesson he still uses, and the professional risk that built Wondersauce.BOOK RECOMMENDATIONSetting the Table by Danny MeyerCONNECT WITH JOHNPersonal LinkedIn: https://www.linkedin.com/in/johnsampogna/ Company Website: https://wondersauce.com/ Company LinkedIn: https://www.linkedin.com/company/wondersauce Personal Website: https://www.jsamps.com/🔗 CONNECT WITH GARY MARRALinkedIn: https://www.linkedin.com/in/gary-marra/Marra CX Hub: https://marracxhub.com/YouTube: https://www.youtube.com/@yourcustomeryoursuccesspodcast📣 🎧 Please Listen & Subscribe💡 Don't forget to subscribe and leave a review if you enjoyed the episode.👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4Looking for Fractional Support? Go Fractional: https://www.gofractional.com/r/gary-marraABOUT YOUR CUSTOMER, YOUR SUCCESSYour Customer, Your Success is a leadership and business growth podcast focused on the idea that client focus is not just a service philosophy, it is a growth strategy. Hosted by Gary Marra, the show sits at the intersection of customer experience, employee experience, leadership, and operational discipline. Each episode features practical conversations with executives, advisors, and business leaders on how better experiences drive loyalty, trust, retention, and sustainable business growth.ABOUT GARY MARRAGary Marra is a business advisor, customer experience leader, and host of Your Customer, Your Success. Drawing on deep experience in financial services, client management, operations, and cross-functional leadership, Gary helps organizations think more clearly about how service, trust, and execution shape growth. His perspective combines customer-centric strategy with practical business discipline, making the show especially relevant for founders, operators, and leaders responsible for long-term client relationships.#GrowthStrategy #Leadership #CustomerExperience #ClientRetention #BusinessGrowth #SMBGrowth #AgencyGrowth #Founders #Hiring #Podcast #PodMatch

Setting a Seat at the Table: How CX Earns Real Authority with Katie Stabler***It's Episode 50 of Your Customer, Your Success!!!*** Thank you all for listening/watching!A fitting milestone for a conversation on how customer experience earns real authority inside the organizations that need it most.In this return visit, Katie Stabler joins Gary Marra to examine why customer experience continues to sit downstream of major business decisions in most organizations, even as the data consistently shows CX leaders outperform the market.Katie is the founder and director of Cultivate Customer Experience by Design, globally ranked the number three CX leader, author of CX-ism, host of Everyday CXism, and the returning host of the International Customer Experience Awards.The conversation is built around three questions Katie posed to her LinkedIn Inner Circle community:Why does CX still struggle to influence strategic decisions?Why do CX teams feel responsible for outcomes they don't fully control?Why do businesses claim to care about customers while designing systems that make good experiences difficult to deliver?Katie and Gary work through the structural contradictions inside most CX functions, the difference between ownership and authority, and how influence without authority can still drive meaningful organizational change. Katie also revisits her Three S's framework, Success, Satisfaction, and Sentiment, and explains why emotion is the mechanism that turns interactions into memory, perception, and loyalty.CHAPTERS01:05 Introduction02:43 Katie's "The Inner Circle" on LinkedIn04:34 Why does CX still struggle to influence strategic decisions?09:34 Why do CX teams feel responsible for outcomes they don't fully control?15:43 Why do businesses say they care about customers but design systems that make CX hard to deliver?20:37 A reminder of the Three S's framework26:04 What Katie is building with the Everyday CXism podcast28:02 Wow or No Wow31:31 Does It Hold Water?38:37 Chip ShotsBook RecommendationsCX-ism by Katie StablerBeing You by Anil SethConnect with KatieWebsite: Cultivate Customer Experience by DesignLinkedIn: Katie StablerPodcast: Everyday CX-ism🔗 Connect with Gary Marra· LinkedIn: https://www.linkedin.com/in/gary-marra/· Marra CX Hub: https://marracxhub.com/· YouTube: https://www.youtube.com/@yourcustomeryoursuccesspodcast📣 🎧 Please Listen & Subscribe💡 Don't forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success?Send Gary Marra a message on PodMatch here:https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4Looking for Fractional Support? Go Fractional!https://www.gofractional.com/r/gary-marraABOUT YOUR CUSTOMER, YOUR SUCCESSYour Customer, Your Success is a leadership and business growth podcast focused on the idea that client focus is not just a service philosophy — it is a growth strategy. Hosted by Gary Marra, the show sits at the intersection of customer experience, employee experience, leadership, and operational discipline. Each episode features practical conversations with executives, advisors, and business leaders on how better experiences drive loyalty, trust, retention, and sustainable business growth.ABOUT GARY MARRAGary Marra is a business advisor, customer experience leader, and host of Your Customer, Your Success. Drawing on deep experience in financial services, client management, operations, and cross-functional leadership, Gary helps organizations think more clearly about how service, trust, and execution shape growth. His perspective combines customer-centric strategy with practical business discipline, making the show especially relevant for founders, operators, and leaders responsible for long-term client relationships.#CustomerExperience #Leadership #GrowthStrategy #ClientRetention #BusinessGrowth #SMBGrowth #OperationalDiscipline #FractionalLeadership #Founders #Podcast #PodMatch

Growth, Margin, and Chaos: How to Scale Without Eroding Profit | Rion WestfallIn this episode of Your Customer, Your Success, Gary sits down with Rion Westfall, founder of 537 Business Development and creator of the Own Your Revenue program. Rion has built nine companies across family businesses, solo ventures, joint ventures, and private equity-backed disruptors. He now helps small to mid-sized businesses grow with healthier margins and less operational chaos.The conversation confronts a hard truth that most founders learn too late: growth does not automatically improve a business. Rion explains why scaling revenue without scaling your people, processes, and accountability structures almost always results in shrinking margins. He's heard it firsthand, owners who hit $20 million and wish they were back at $10. Bigger isn't always better when chaos scales faster than profit.Gary and Rion connect the dots between internal execution and customer experience. Operational confusion, unclear ownership, and weak handoffs don't stay hidden inside the business. They surface in slow response times, poor follow-through, and inconsistent service. As Rion puts it, the customer feels the potholes even if they can't see the road.They also dig into Rion's concept of hunting revenue patterns, the power of mapping a customer roadmap, and why clarity is often a bigger obstacle than execution. The episode closes with a sharp take on AI: use it to solve a specific, identified problem, not as a strategy in itself.What You'll LearnWhy growing revenue shrinks margins when people and process don't scale alongside itHow internal chaos inevitably shows up in the customer experienceWhy writing down your customer roadmap is one of the highest-leverage moves a business can makeHow accountability builds confidence inside your team and with your customersWhat leaders need to fix operationally before reaching for AI toolsChapters01:18 Introduction02:43 Why businesses scale chaos before they scale profit05:47 The growth levers owners miss and why margin gets squeezed09:05 Where margins are most often damaged inside growing companies11:42 How internal chaos shows up in the customer experience14:47 The customer roadmap and why writing the process down matters21:08 Building accountability and ownership thinking into company culture26:15 Why lack of clarity is often a bigger problem than poor execution29:28 What leaders should fix before reaching for AI32:58 Does It Hold Water?37:48 Chip ShotsBook RecommendationThe Missing Secret by John MitchellConnect with RionWebsite: app.ownyourrevenue.comLinkedIn: Rion Westfall🔗 Connect with Gary Marra· LinkedIn: https://www.linkedin.com/in/gary-marra/· Marra CX Hub: https://marracxhub.com/· YouTube: https://www.youtube.com/@yourcustomeryoursuccesspodcast📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success?Send Gary Marra a message on PodMatch here:https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4Looking for Fractional Support? Go Fractional!https://www.gofractional.com/r/gary-marraABOUT YOUR CUSTOMER, YOUR SUCCESSYour Customer, Your Success is a leadership and business growth podcast focused on the idea that client focus is not just a service philosophy. It is a growth strategy. Hosted by Gary Marra, the show sits at the intersection of customer experience, employee experience, leadership, and operational discipline. Each episode features practical conversations with executives, advisors, and business leaders on how better experiences drive loyalty, trust, retention, and sustainable business growth.ABOUT GARY MARRAGary Marra is a business advisor, customer experience leader, and host of Your Customer, Your Success. Drawing on deep experience in financial services, client management, operations, and cross-functional leadership, Gary helps organizations think more clearly about how service, trust, and execution shape growth. His perspective combines customer-centric strategy with practical business discipline, making the show especially relevant for founders, operators, and leaders responsible for long-term client relationships.#GrowthStrategy #Leadership #BusinessGrowth #SMBGrowth #OperationalDiscipline #Profitability #RevenueGrowth #CustomerExperience #Founders #Podcast

Risk, Trust, and Passive Real Estate Investing for Business Owners with Ian NobleToday’s conversation is for educational and informational purposes only. Our guest insights are based on their professional experience and do not constitute legal, tax, or investment advice. Because everyone’s financial situation is unique, please consult with your own licensed advisors before making any investment decisions.In Episode 48, Gary welcomes Ian Noble, founder of Run Steady Investments, for a conversation on passive real estate investing through the lens of a former operator. Before shifting into this work, Ian spent 14 years building and operating a 14-location dry cleaning business in Austin, Texas, before exiting in 2023.Ian explains how that experience changed the way he thinks about wealth outside the business, why many entrepreneurs delay building income beyond the company they run, and why passive investing is often less about the asset itself and more about trust, vetting, and the people operating the deal. The conversation also covers risk, underwriting discipline, red flags, private lending, mobile home parks, and why so many founders struggle to hand over control even when they know they need to diversify.This is a practical episode for business owners, founders, and operators thinking more intentionally about income, time, and long-term stability beyond the business.Chapters01:43 Introduction03:35 From Business Exit to a New Wealth Mindset05:01 Active vs. Passive: What Real Estate Ownership Really Looks Like07:10 Why Founders Delay Building Income Beyond the Business09:37 Why the Operator Matters More Than the Asset11:55 Reading the Numbers Without Getting Burned15:18 Red Flags That Smart Investors Watch For17:40 Trust as the Real Investment Strategy19:34 Why Private Lending and Mobile Home Parks22:21 Why Passive Investing Feels Hard for Entrepreneurs24:49 The First Step Toward Passive Income26:11 Does It Hold Water?29:23 Chip ShotsBook RecommendationRich Dad Poor Dad by Robert KiyosakiConnect with Ian:Website: https://runsteadyinvestments.comFree Passive Investing in Real Estate Cheat Sheet:https://go.runsteadyinvestments.com/your-customer-your-success-podcastJoin Our Passive Investor Mailing List:https://runsteadyinvestments.com/investor-clubLinkedIn:https://www.linkedin.com/in/iannoble1/Instagram:@ian_invests🔗 Connect with Gary Marra· LinkedIn: https://www.linkedin.com/in/gary-marra/· Marra CX Hub: https://marracxhub.com/· YouTube: https://www.youtube.com/@yourcustomeryoursuccesspodcast📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode.👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success?Send Gary Marra a message on PodMatch here:https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4Looking for Fractional Support? Go Fractional!https://www.gofractional.com/r/gary-marraABOUT YOUR CUSTOMER, YOUR SUCCESSYour Customer, Your Success is a leadership and business growth podcast focused on the idea that client focus is not just a service philosophy — it is a growth strategy. Hosted by Gary Marra, the show sits at the intersection of customer experience, employee experience, leadership, and operational discipline. Each episode features practical conversations with executives, advisors, and business leaders on how better experiences drive loyalty, trust, retention, and sustainable business growth.ABOUT GARY MARRAGary Marra is a business advisor, customer experience leader, and host of Your Customer, Your Success. Drawing on deep experience in financial services, client management, operations, and cross-functional leadership, Gary helps organizations think more clearly about how service, trust, and execution shape growth. His perspective combines customer-centric strategy with practical business discipline, making the show especially relevant for founders, operators, and leaders responsible for long-term client relationships.#Leadership #BusinessGrowth #Founders #Entrepreneurship #PassiveIncome #RealEstateInvesting #RiskManagement #Trust #OperationalDiscipline #Podcast

Expectations, Personalization, and the Trip Before the Trip: Where Great Travel Experiences Begin with Ali RaymerEpisode OverviewIn this episode of Your Customer, Your Success, Gary Marra sits down with Ali Raymer, Senior Travel Advisor at Picture This Travel, for a conversation that goes well beyond travel logistics. Ali came into the industry in a nontraditional way, built her business through the disruption of COVID, and then had to scale quickly when demand came roaring back.What emerges from this conversation is not a travel-tips episode. It is a business conversation about experience creation, trust, personalization, and operational discipline in a high-touch service business.At the center of this episode is a simple but important idea:Great experiences do not scale through effort alone.They scale through expectation-setting, personalization, process, communication, and trust. Ali explains why so much of the travel experience is created before a traveler ever leaves home, how reducing anxiety is part of the service itself, and why clients often need guidance more than they need booking help.Ali also breaks down how she uses systems and automation without losing the human touch, why specialization has helped her business grow, and how repeat and referral business come from creating experiences people remember and talk about. From Europe and river cruises to post-trip follow-up and relationship maintenance, this episode is a strong example of how thoughtful service becomes business value.This episode reinforces a core principle of the show:Client experience starts before delivery.Personalization earns loyalty.Operational discipline protects the human touch.If you are a founder, advisor, operator, or service leader trying to grow without becoming generic, this conversation will sharpen your thinking around experience design, trust-based growth, and what it really takes to scale a relationship business.What You Will Learn• Why Ali believes most of the client experience is created before the trip even begins• How expectation-setting helps clients get the experience they actually want• Why a travel advisor’s role is guidance, not just booking• How automation can support personalization instead of replacing it• Why repeat and referral growth depend on memorable service• How specialization in Europe and river cruising helped Ali grow her business• Why river cruises create a more immersive and authentic travel experience• How Ali maintains long-term relationships even when clients do not travel every yearChapters01:11 Introduction03:12 From teaching to travel and surviving the COVID collapse06:15 What broke first when demand came roaring back08:10 What clients are really buying10:30 Where the travel experience really begins15:46 Personalization and process in a high-touch business17:58 Repeat business, referrals, and long-term relationship building22:35 Europe, specialization, and river cruising23:32 Why river cruises create a different kind of experience27:03 Mompreneur lessons, confidence, and entrepreneurship31:11 Does It Hold Water?36:28 Chip ShotsBook Mentioned:The Alchemist by Paulo CoelhoConnect with AliWebsite:https://www.alipicturethistravel.com/Picture This Travel Profile:https://www.picturethistravel.com/picture-this-travel-about-us/ali-raymer/Instagram:https://www.instagram.com/alipicturethistravel/LinkedIn:https://www.linkedin.com/in/alipicturethistravel/Connect with Gary MarraLinkedIn:https://www.linkedin.com/in/gary-marra/Marra CX Hub:https://marracxhub.com/Podcast Home:https://marracxhub.com/podcasts/YouTube:https://www.youtube.com/playlist?list=PLJeoEKY3n0cOwlJWl4AdWhBkXzLTEikqqPlease Listen & SubscribeDon’t forget to subscribe and leave a review if you enjoyed the episode!Follow Your Customer, Your Success for more insights on customer experience, leadership, and business growth.Want to be a guest on Your Customer, Your Success?PodMatch:https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4Looking for Fractional Support? Go Fractional!https://www.gofractional.com/r/gary-marra#YourCustomerYourSuccess #ClientExperience #CustomerExperience #ExperienceDesign #Personalization #Leadership #BusinessGrowth #OperationalDiscipline #TravelAdvisor #Entrepreneurship #podmatch

Growth, Complexity, and the Slow Erosion of Client TrustEpisode OverviewIn this solo episode of Your Customer, Your Success, Gary Marra breaks down a pattern many leaders recognize before they can fully explain it: the moment when complexity starts to outpace structure, and client trust begins to weaken.The numbers may still look fine. Revenue may still be holding. KPIs may not yet be flashing red. But underneath the surface, something has shifted. Escalations multiply. Ownership gets blurry. Communication becomes inconsistent. Teams work harder, yet the business feels less steady.Gary explores why this is not a soft issue. It is a business risk. When client trust starts to erode, the impact eventually shows up in retention, referrals, expansion, executive attention, and sales momentum. By the time the damage is obvious in the numbers, the instability has usually been building for a while.This episode is a practical look at what founders, operators, and client-facing leaders should watch for during periods of growth, restructuring, transition, or operational change and why stronger structure, clearer ownership, and steadier communication often matter more than more pressure, more meetings, or more reporting.What You’ll LearnWhy client trust often weakens before the financial impact becomes obviousHow complexity quietly creates friction inside growing organizationsThe early warning signs of relationship instabilityWhy unclear ownership and weak handoffs put retention at riskWhat leaders should ask when things start to feel harder than they shouldWhy clients do not need perfection, but they do need steadinessHow stronger client-facing leadership protects revenue, retention, and trustChapters00:26 Introduction05:13 What are leaders missing?08:07 How does trust erosion show up?15:41 When does this tend to happen?18:04 What can leaders do about it?22:28 So what does this all mean?24:46 Why client leaders matter🔗 Connect with Gary MarraLinkedIn: Gary MarraMarra CX Hub: Marra CX HubApple Podcasts: Your Customer, Your Success on Apple PodcastsSpotify: Your Customer, Your Success on SpotifyYouTube: YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode.👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success?Send Gary Marra a message on PodMatchLooking for fractional support?Go FractionalAbout Your Customer, Your SuccessYour Customer, Your Success is a leadership and business growth podcast focused on the idea that client focus is not just a service philosophy. It is a growth strategy.Hosted by Gary Marra, the show sits at the intersection of customer experience, employee experience, leadership, and operational discipline. Each episode features practical conversations and insights on how better experiences drive loyalty, trust, retention, and sustainable business growth.#ClientTrust #CustomerExperience #CustomerSuccess #Leadership #GrowthStrategy #ClientExperience #OperationalExcellence #BusinessGrowth #FractionalLeadership #Podcast

In this episode of Your Customer, Your Success, Gary sits down with Eleni Vorvis — a fractional customer success leader, executive advisor, and coach with more than 20 years of experience across sales, customer success, leadership, and go-to-market teams.This conversation explores a foundational leadership reality:Executive conversations do not succeed because you know the product best.They succeed because you know how to connect the product to business value.And the professionals who can translate customer success into ROI, risk reduction, and measurable outcomes are the ones who earn trust at the highest levels.Eleni breaks down why customer success managers often miss the mark when speaking with senior executives, why too much focus on features weakens the conversation, and why business outcomes have to lead. She explains how CSMs can build confidence, establish authority regardless of title, and prepare for executive business reviews in a way that creates credibility instead of wasting time.Gary and Eleni also explore what founders often misunderstand about churn, retention, and customer fit, and why alignment between sales, product, and customer success so often breaks down. The conversation reinforces that strong customer relationships are not maintained through activity alone. They are built through clarity, preparation, communication, and operational discipline.They also discuss empathy in leadership, how it helps and where it can go too far, the importance of understanding what matters most to executive stakeholders, and what customer-facing leaders can learn from failure, feedback, and better cross-functional collaboration.This episode reinforces a core principle of the show:Client focus must be expressed in business language.Retention is a growth strategy.Executive trust is earned through preparation, clarity, and outcomes.If you’re a founder, operator, customer success leader, or advisor trying to strengthen executive communication and turn customer relationships into long-term business value, this conversation will sharpen your thinking around leadership, retention, and strategic customer growth.What You’ll LearnWhy Eleni says CSMs often focus on the wrong things with executivesWhy ROI, risk, and outcomes matter more than product featuresHow customer success professionals can build confidence with the C-suiteWhat makes an executive value review effective instead of performativeWhy preparation, role clarity, and time management shape executive meetingsHow founders often misunderstand churn, retention, and customer fitWhy alignment breaks down between sales, product, and customer successHow empathy helps leaders and where it can become counterproductiveWhat early-career failure can teach about leadership and fitHow stronger executive communication can deepen customer trustChapters01:14 Introduction02:07 The NE February 2026 Blizzard Chat03:59 The biggest mistake CSMs make with executives06:38 How often executive meetings should happen08:14 Coaching CSMs to speak with confidence11:33 How to run an executive value review that works22:10 A client meeting that changed the relationship28:48 What founders misunderstand about retention and churn34:11 Where sales, product, and customer success lose alignment38:36 Does It Hold Water?44:07 Chip ShotsBooks MentionedEgo Free Leadership - Brandon Black and Shane HughesConnect with EleniLinkedIn: [Insert Eleni Vorvis LinkedIn URL]🔗 Connect with Gary Marra· LinkedIn: https://www.linkedin.com/in/gary-marra/· Marra CX Hub: https://marracxhub.com/· YouTube: YCYS YouTube📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success?Send Gary Marra a message on PodMatch here:https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4Looking for Fractional Support? Go Fractional!https://www.gofractional.com/r/gary-marraABOUT YOUR CUSTOMER, YOUR SUCCESSYour Customer, Your Success is a leadership and business growth podcast focused on the idea that client focus is not just a service philosophy — it is a growth strategy. Hosted by Gary Marra, the show sits at the intersection of customer experience, employee experience, leadership, and operational discipline. Each episode features practical conversations with executives, advisors, and business leaders on how better experiences drive loyalty, trust, retention, and sustainable business growth.ABOUT GARY MARRAGary Marra is a business advisor, customer experience leader, and host of Your Customer, Your Success. Drawing on deep experience in financial services, client management, operations, and cross-functional leadership, Gary helps organizations think more clearly about how service, trust, and execution shape growth. His perspective combines customer-centric strategy with practical business discipline, making the show especially relevant for founders, operators, and leaders responsible for long-term client relationships.#CustomerSuccess #Leadership #ExecutiveCommunication #ClientRetention #BusinessGrowth #SMBGrowth #OperationalDiscipline #Founders #Podcast #podmatch

In this episode of Your Customer, Your Success, Gary sits down with Jon Morris — founder and CEO of Fiscal Advocate, former founder of Rise Interactive, and a fractional CFO and advisor focused on helping businesses use financial data to grow faster and more profitably.This conversation explores a foundational growth reality:Sustainable growth does not come from tracking more metrics.It comes from focusing on the few numbers that actually matter, building the discipline to act on them, and getting really good at the unglamorous work that makes a business stronger over time.Jon breaks down why revenue growth alone can be misleading, why cash is more than a safety net, and how simplifying performance measurement can help leaders make better decisions. He explains why most founders overcomplicate their dashboards, how churn quietly erodes growth, and why the businesses that scale well are often the ones that get “awesome at boring.”Gary and Jon also connect financial discipline to customer experience — from onboarding and offboarding to billing accuracy, retention, and service design. The conversation reinforces that customer trust is not separate from business performance. It is part of it.They also explore what holds leaders back from getting help, why embarrassment can delay needed decisions, and what founders should understand about building — and eventually exiting — a company.This episode reinforces a core principle of the show:Client retention is a growth strategy.Operational discipline protects margin.Sustainable businesses are built through consistent execution.If you’re a founder, operator, or advisor trying to simplify growth and build a stronger business without adding noise, this conversation will sharpen your thinking around metrics, discipline, and long-term value creation.What You’ll LearnWhy Jon believes most leaders track too many KPIsThe three numbers he says matter most: growth, profit, and cashWhy cash reserves create both protection and strategic opportunityHow churn and poor retention quietly undermine growthWhy onboarding and offboarding both shape the client experienceWhat “being awesome at boring” really means in businessWhy many founders wait too long to get financial helpHow to think about exiting a business before the decline beginsChapters01:03 Introduction01:56 How Jon turned a $10,000 business plan prize into a $40M company03:10 Why long-term thinking matters when building a business05:36 Why customer experience matters even from a CFO perspective07:03 The four goals every annual business plan should include09:08 The three KPIs leaders should actually focus on11:54 Why cash matters more than most leaders think13:24 Why too many metrics create confusion, not clarity15:16 The CPR Score and simplifying business health into one number17:43 Why logic and emotion often collide in leadership decisions20:27 How service complexity can hurt the customer experience21:57 Investing in onboarding, offboarding, and operational process improvement25:27 Why founders often wait too long to seek financial help27:07 How the income statement reveals why a business is stuck30:04 What “being awesome at boring” looks like in practice33:26 What founders should know about exiting a business36:32 Does It Hold Water?40:40 Chip ShotsBooks MentionedProduct-Led Onboarding - Ramli John and Wes BushThe Checklist Manifesto – Atul GawandeConnect with JonWebsite: https://fiscaladvocate.comLinkedIn: https://www.linkedin.com/in/jonmorrisramsayinnovations/🔗 Connect with Gary Marra· LinkedIn: https://www.linkedin.com/in/gary-marra/· Marra CX Hub: https://marracxhub.com/· YouTube: YCYS YouTube📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success?Send Gary Marra a message on PodMatch here:https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4Looking for Fractional Support? Go Fractional!https://www.gofractional.com/r/gary-marraABOUT YOUR CUSTOMER, YOUR SUCCESSYour Customer, Your Success is a leadership and business growth podcast focused on the idea that client focus is not just a service philosophy — it is a growth strategy. Hosted by Gary Marra, the show sits at the intersection of customer experience, employee experience, leadership, and operational discipline. Each episode features practical conversations with executives, advisors, and business leaders on how better experiences drive loyalty, trust, retention, and sustainable business growth.ABOUT GARY MARRAGary Marra is a business advisor, customer experience leader, and host of Your Customer, Your Success. Drawing on deep experience in financial services, client management, operations, and cross-functional leadership, Gary helps organizations think more clearly about how service, trust, and execution shape growth. His perspective combines customer-centric strategy with practical business discipline, making the show especially relevant for founders, operators, and leaders responsible for long-term client relationships.#GrowthStrategy #Leadership #CustomerExperience #ClientRetention #BusinessGrowth #SMBGrowth #OperationalDiscipline #FractionalCFO #Founders #Podcast

Episode OverviewIn this episode of Your Customer, Your Success, Gary sits down with Sid Meadows — fractional advisor, founder of Embark CCT, co-founder of The Collaborative Network, and host of The Trend Report.This conversation explores a foundational growth reality:Small businesses don’t win by acting big.They win by going deeper with customers, staying strategically focused, and empowering their people.Sid breaks down why competing on price is a reflex — not a strategy. He explains how shiny object syndrome quietly derails growth, why most SMB challenges are leadership or communication failures, and how “being the easy button” can become a real competitive advantage — even in manufacturing.They also explore what leaders can learn from Taylor Swift. Not celebrity — loyalty. The kind of loyalty that compounds over time and creates community.This episode reinforces a core principle of the show:Customer depth is a growth strategy.Strategic focus protects margin.Empowered leadership drives scale.If you’re a founder, operator, or fractional leader trying to grow without adding complexity, this conversation will sharpen your thinking around discipline, trust, and retention.What You’ll LearnWhy small businesses shouldn’t default to price competitionHow to identify the real problem you solve for customersThe danger of expanding offerings too quicklyWhy depth with existing customers beats constant prospectingThe difference between command-and-control and trust-and-inspire leadershipThree no-cost actions you can take in the next 30 days to improve growth and retentionChapters01:03 Introduction02:44 How can small businesses compete with big giants?04:27 Why is competing on price the default instinct?09:16 Where do small businesses misdiagnose the real problem?11:33 How does community accelerate leadership growth?12:30 Customer Depth vs Width13:33 The Collaborative Network21:26 Ensuring a Seamless Transition Post-Sale30:07 Trust-and-inspire vs. command-and-control leadership34:36 Three no-cost moves to improve growth and retention38:52 Does It Hold Water?44:44 Chip ShotsBook MentionedUnreasonable Hospitality – Will GuidaraConnect with SidWebsite: https://sidmeadows.comLinkedIn: https://www.linkedin.com/in/sidmeadows/Instagram: https://www.instagram.com/coachsidmeadows/Podcast: The Trend Report🔗 Connect with Gary Marra· LinkedIn: https://www.linkedin.com/in/gary-marra/· Marra CX Hub: https://marracxhub.com/· YouTube: YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success?Send Gary Marra a message on PodMatch here:https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4Looking for Fractional Support? Go Fractional!https://www.gofractional.com/r/gary-marra#CX #CustomerSuccess #Leadership #SmallBusiness #SMBGrowth #FractionalLeadership #ClientExperience #GrowthStrategy #TeamLeadership #Podcast

SummaryIn this episode of Your Customer, Your Success, Gary sits down with Tim Hines — fractional CMO, four-time founder, keynote speaker, and author of The Marketing Starter.This conversation explores a critical leadership reality:Marketing does not stop at lead generation.Customer success does not begin at onboarding.Alignment between the two is what protects retention and enables growth.They discuss churn as a marketing metric, customer success enablement, intrapreneurship inside larger organizations, and how leaders can build innovation without breaking operational discipline.This episode reinforces a core principle of the show:Client focus is a growth strategy.Alignment drives retention.Retention drives scale.If you lead a team, manage client relationships, or are building something of your own, this conversation will challenge how you think about ownership, accountability, and growth. The question isn’t who owns the customer. The question is whether your organization is aligned enough to keep them.CHAPTERSCHAPTERS01:10 Introduction02:38 What’s the first sign that marketing and customer reality are misaligned?06:32 Where does marketing trip up and increase customer effort?11:55 What does it mean to think like an entrepreneur inside a company?14:19 The Entrepreneurial Garage and creating space to innovate20:43 Do leaders hit a wall on implementation?23:29 Delivering hard truths to leadership and letting the data prove it26:28 Which metrics should marketing obsess over to support Customer Success?29:20 One operating principle that would save founders frustration31:52 Does It Hold Water?38:10 Chip ShotsTim's Book The Marketing StarterTim’s Books MentionedThe Referable Speaker (Michael Port)Start With Why (Simon Sinek)Connect with Tim:tnhines.comLinkedIn: https://www.linkedin.com/in/tnhines/🔗 Connect with Gary Marra:· LinkedIn: https://www.linkedin.com/in/gary-marra/· Marra CX Hub: https://marracxhub.com/· YouTube: YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here:https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4Looking for Fractional Support? Go Fractional!https://www.gofractional.com/r/gary-marra#CX #CustomerSuccess #ClientExperience #Leadership #FractionalLeadership #GrowthStrategy #TeamAlignment #Podcast #BusinessLeadership #CustomerExperience

What if Customer Experience and Employee Experience aren’t separate initiatives at all, but direct reflections of leadership behavior?In this return visit to Your Customer, Your Success, Kris Wauters joins Gary Marra to explore the deeper truth behind CX, EX, and leadership through the lens of his new book, The Human Experience: Dancing with the Dragon, Climbing Beyond the Tower.This conversation moves beyond slogans and frameworks and into the real work of leading humans. Kris draws from more than 30 years of leadership experience to explain why customer centricity isn’t a goal you achieve, why most CX programs collapse when leadership changes, and why incompetence, not malice, is often the real enemy inside organizations.Gary and Kris dig into practical CX discipline, including why too many metrics destroy accountability, how listening to the Voice of Customer, Voice of Employee, and Voice of Process together changes everything, and why the most mature organizations stop apologizing for problems and start preventing them.The episode then shifts into leadership and culture, where Kris challenges the idea that culture can be “reinvented,” explains the difference between managing and truly leading, and makes a simple but powerful case for care, trust, and accountability as the foundation of sustainable performance.This is not a conversation about quick wins or transformation theater. It’s about building organizations where CX and EX are outcomes of conscious leadership, not side projects owned by a department.If you lead people, serve customers, or are responsible for experience, trust, and performance at scale, this episode will challenge how you think about all three.CHAPTERS00:54 Introduction04:23 What breaks the human experience loop inside organizations?07:18 Why customer centricity is not a goal09:59 Incompetence vs malice in leadership10:16 Learning to be a Leader14:27 How leaders create trust and real feedback cultures21:13 VOC, VOE, and VOP explained27:42 Why too many CX metrics kill progress34:04 The Museum of Retired Apologies36:47 When culture works against the customer40:22 Leadership vs management and “show me you care”42:12 Does It Hold Water?47:21 Chip ShotsKris's Book https://a.co/d/0cmLbvD2Connect with GuestLinkedIn: https://www.linkedin.com/in/kwauters/ 🔗 Connect with Gary Marra:· LinkedIn: https://www.linkedin.com/in/gary-marra/· Marra CX Hub: https://marracxhub.com/· YouTube: YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here:https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4Looking for Fractional Support? Go Fractional!https://www.gofractional.com/r/gary-marra#CX #CustomerSuccess #ClientExperience #Leadership #FractionalLeadership #GrowthStrategy #TeamAlignment #Podcast #BusinessLeadership #CustomerExperience

In this episode, Dannah Vaughan joins me for a grounded conversation about customer success, post-sales execution, and the real cost of losing the human touch in an increasingly automated world.We explore why onboarding has improved while support continues to fail customers, how health scores should guide curiosity rather than dictate decisions, and why legacy customers demand real relationships, not automation. We also talk candidly about short CS leadership tenures, layoffs in tech, and the resilience required to keep building when the rules keep changing.This is a practical, human-first look at what actually drives retention and expansion when tools, dashboards, and AI can only take you so far.Episode Chapters01:08 — Introduction03:35 — Where post-sales promises meet reality05:46 — Telecom lessons and the disappearing human07:34 — The reality of AI, Automation, and the human element13:37 — Where we really are with AI, is it a "toddler?"17:56 — Dashboards, health scores, and seeing risk sooner29:21 — Customer Success under CROs and what gets undervalued35:59 — The avocado rotary phone and technology that still works!39:54 — Career myth debunking41:31 — Does It Hold Water?45:54 — Chip ShotsBook RecommendationNever Split the Difference: Negotiating As If Your Life Depended On It―Unlock Your Persuasion Potential in Professional and Personal Life by Chris VossConnect with GuestLinkedIn: https://www.linkedin.com/in/dannahvaughan/Website: https://rebelsofSaaS.comAlso mentioned on the show:Podcast: Rebels of SaaS🔗 Connect with Gary Marra:· LinkedIn: https://www.linkedin.com/in/gary-marra/· Marra CX Hub: https://marracxhub.com/· YouTube: YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here:https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerSuccess #ClientExperience #Leadership #FractionalLeadership #GrowthStrategy #TeamAlignment #Podcast #BusinessLeadership #CustomerExperience

Building Growth That Lasts: Alignment, Fractional Leadership, and Customer Success Execution with Chelsey ReynoldsChelsey Reynolds joins Your Customer, Your Success for a practical conversation about what it really takes to build growth that lasts.Drawing on her experience leading sales, marketing, and customer success teams through rapid scale, Chelsey breaks down why growth stalls when teams operate in silos, how fear-based leadership quietly undermines execution, and where sales handoffs most often go wrong. We talk candidly about fractional leadership, setting expectations that survive the sale, capturing why customers actually buy, and why alignment matters more than any single metric or tool.This episode is for founders and leaders who want clarity instead of chaos and results that don’t come at the expense of their teams or their customers.Episode Timestamps01:11 — Intro and welcome to the show03:07 — What it’s really like leaving a W2 role to go fractional04:45 — Why sales, marketing, and customer success struggle to work together05:54 — Growth targets, alignment, and what leaders overlook07:17 — How Sales (unintentionally) can make Customer Success harder08:50 — When customer success should be pulled into the sales process12:38 — Setting expectations that survive the handoff16:49 — Why teams struggle with basic handoff discipline18:13 — Capturing why customers buy and why it gets lost post-sale19:53 — CRM realities and why tools don’t solve misalignment21:28 — The real danger of organizational silos23:58 — Fear-based leadership and internal competition29:15 — How leaders unintentionally spread fear during change31:58 — Recognizing fear-based leadership in yourself and change management33:15 — Burnout as the wake-up call35:01 —Where do you look first when growth feels harder than it should?38:17 — Does It Hold Water?41:36 — Chip ShotsBook Recommendation:The Perfectionist’s Guide to Losing Control by Katherine Morgan SchaflerConnect with ChelseyLinkedIn: https://www.linkedin.com/in/chelsey-reynolds-growth-expert/Instagram:  https://www.instagram.com/heychelseyhere/TikTok:   https://www.tiktok.com/@heychelseyhereThreads: https://www.threads.com/@heychelseyhereSubstack:  https://chelseyreynolds.substack.com/Website:  https://growthdepartment.com🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerSuccess #ClientExperience #Leadership #FractionalLeadership #GrowthStrategy #TeamAlignment #Podcast #BusinessLeadership #CustomerExperience

This episode is Part 2 of the 1-Year Anniversary Retrospective for Your Customer, Your Success.Part 1 focused on the fun, signature segments of the show. This episode highlights the best conversations and lessonsfrom year one — featuring Customer Experience leaders, Customer Success leaders, and leadership experts who shared thoughtful, practical perspectives.It’s a reflective, easy listen designed for the holiday break — and a look ahead to year two.⏱️ What You’ll Hear in This Episode🎧 Best of Customer Experience (CX)Highlights and perspectives from CX leaders on trust, metrics, storytelling, technology, and where CX is headed next.Featured guests:Rick DentonSean AlbertsonKatie StablerStacy ShermanDave SeatonNatasha EvansAndrew CarothersChris HoodJean Pierre Dumas🎧 Best of Customer SuccessPractical lessons from Customer Success leaders on customer behavior, health scores, expansion, internal alignment, and supporting CSMs.Featured guests:Kristi FaltorussoAlon AhronbergAmber MunroeRachel ProvanJosh NutterAlison DixonAlyssa Nolte🎧 Best of LeadershipLeadership reflections on change, culture, decision-making, accountability, balance, and what effective leadership looks like today.Featured guests:Tim McClearyCaroline BairdMatt FeinerChris GillenShruti JoshiBill KaskoSamanda MoralesFrancie JainKelly SchucknechtMark SternSimona Costantini🙏 Thank YouThank you to every guest who shared their perspective and every listener who supported the show this past year.If this episode made you pause, smile, or rethink something, consider sharing it with someone who might appreciate it too!🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerSuccess #ClientExperience #Leadership #AI #ArtificialIntelligence

Episode DescriptionThis episode is Part 1 of our 1-Year Anniversary Retrospective for Your Customer, Your Success.Designed as a lighter, holiday-friendly listen, this episode highlights two of the show’s most popular and revealing segments: Chip Shots and Does It Hold Water?While informal by design, these segments consistently delivered some of the most honest, thoughtful, and memorable moments of the past year. This episode is about reflection, clarity, and having a little fun while looking back.⭐ Best of Chip ShotsWe kick off the retrospective with highlights from Chip Shots, where quick questions led to some of the most revealing insights of the year.Featured moments include:Early career failures that still shape leadership todayUnconventional lessons learned the hard wayA standout answer to “Which leader would you shadow?”Two memorable “call an audible” moments that paid offA clear winner from the book recommendation question that sparked one of the show’s most popular resourcesGuests featured in this segment include:Kristi Faltorusso, Katie Stabler, Alyssa Nolte, Tim McCleary, Chris Gillen, Matt Feiner, Andrew Carothers, Jean Pierre Dumas, Rick Denton, and Kris Wauters.⭐ Best of Does It Hold Water?Inspired by the famous courtroom scene in My Cousin Vinny, Does It Hold Water? became the show’s way of slowing down and pressure-testing ideas that sound good but deserve a closer look.In this retrospective:We revisit the strongest runner-up answers that helped define the segmentThen crown two co-winners, whose responses were head and shoulders above the rest!Featured voices include:Rick Denton, Kristi Faltorusso, Kris Wauters, Andrew Carothers, Dave Seaton, Chris Hood, Alyssa Nolte and Simona Costantini.Why This Episode MattersThis episode captures what made the first year of the show special:Honest conversationsWillingness to challenge assumptionsHumor, humility, and clarityAnd ideas that don’t just sound good...they hold water :)🔜 Coming Up NextIn Part 2 of the retrospective, we revisit highlights from the traditional interview portions of the show, with:CX leadersCustomer Success leadersLeadership experts🙏 Thank YouThank you to every guest who shared their perspective and every listener who supported the show this past year.If this episode made you pause, smile, or rethink something, consider sharing it with someone who might appreciate it too!🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerSuccess #ClientExperience #Leadership #AI #ArtificialIntelligence

Episode 36: Job Security, AI, and What Job Candidates Need to Understand Now with Justin DixonFor years, job seekers were told the same story: big companies are safe, startups are risky, and loyalty will protect you. That story no longer holds up.In this episode of Your Customer, Your Success, I’m joined by Justin Dixon, founder of Hire Tomorrow and host of the Growth Capital Podcast, to talk about what’s really happening in today’s job market. We break down why layoffs at large corporations are happening with little warning, why smaller companies and PE-backed firms can actually offer more visibility and career stability, and how candidates need to rethink job security in 2026.We discuss the realities of modern job search strategy, including how applicant tracking systems (ATS) filter resumes, why most resumes never reach a hiring manager, and how to build an ATS-friendly resume that still tells your story. Justin shares why every candidate should have two resumes — one for online applications and one for networking and interviews — and how recruiters actually scan resumes in seconds, not minutes.We also get into how AI in recruiting is reshaping hiring, from resume screening and candidate scoring to AI-driven interviews and automated applications. We talk honestly about what AI is really doing in hiring, where it helps, where it creates friction, and why candidates need to focus more on networking, referrals, and direct outreach than mass-applying online.If you’re preparing for job interviews, navigating a layoff, considering a move from a large company to a startup, or trying to understand how private equity, return-to-office mandates, and AI are changing the hiring landscape, this episode is a practical guide. No hype. No shortcuts. Just clear thinking about how to search for a job smarter, position yourself better, and avoid the black hole of modern hiring.Topics Covered:Job search strategy in today’s marketCorporate layoffs vs startups and job securityATS resumes and applicant tracking systemsAI in recruiting and AI interviewsNetworking vs mass applyingHiring manager mistakes and candidate experienceJob searching through the holidaysAudio Chapters 01:21 – Who Is Justin Dixon03:23 – Why Big Companies Are No Longer “Safe”05:44 – Are Layoffs Really Because of AI07:36 – Is AI Actually Replacing Jobs09:24 – Return to Office and Shrinking the Talent Pool12:43 – Why Smaller Companies Can Be Safer17:43 – How Job Search Has Changed18:52 – The ATS Resume Reality21:51 – How Recruiters Really Read Resumes23:58 – Bots, Fake Applicants, and Resume Flooding25:41 – Why Networking Beats Applying Online29:29 – Building Visibility Without Forcing It32:48 – What Hiring Managers Get Wrong38:25 – AI Interviews and Candidate Experience40:22 – Job Searching Through the Holidays42:06 – Does It Hold Water?45:44 – Chip ShotsBook Recommendation Rich Dad, Poor Dad by Robert T. KiyosakiConnect with JustinLinkedIn: https://www.linkedin.com/in/jmdixon15/Email: [email protected] www.HireTomorrow.com🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerSuccess #ClientExperience #Leadership #AI #ArtificialIntelligence #JobSearch #Recruiting #TalentAcquistion #JobSearchTips

In this episode of Your Customer, Your Success, Gary sits down with Suzanne Smith, a nationally recognized voice on social impact and corporate social responsibility (CSR).Suzanne is the founder and CEO of Social Impact Architects, creator of the Social Trendspotter blog, a TEDx speaker, and a professor of social entrepreneurship, CSR, and ethical leadership at UT Austin and Duke. Her world lives at the intersection of government, policy, and business, and she spends her days helping organizations design solutions that balance purpose and performance.Gary and Suzanne breakdown:Why CSR isn’t just a big-company gameHow small businesses can start with low-cost, high-impact community initiativesThe evolution from “checkbook philanthropy” to embedded, strategy-level CSRWhat happens when brands get CSR spectacularly wrong How CSR ties directly to customer loyalty, employee engagement, and talent attractionWhy Gen Z is forcing companies to move from “pretty words” to “receipts”In this episode, you’ll learn:A practical 4C framework for CSRHow a franchise oil-change shop turned in-kind support for an after-school van into:Why silence on key issues can be as damaging as tone-deaf campaignsHow CSR is increasingly being owned by HR and impact leaders, not just marketingWhy Gen Z will sometimes trade a bit of pay for purpose and what that tells us about employer brandThey wrap with Gary’s classic “Does It Hold Water?” segment on whether CSR is “too risky” in today’s polarized climate, plus Chip Shots on behavioral psychology, Oprah, LinkedIn vs. Facebook, and the professional risks that pay off! Check it out!Chapters01:15 Intro03:01 Why Small Businesses Misunderstand CSR04:31 A Great Small Business Story That Changed Everything09:36 Suzanne's Four C's12:32 CSR Across Every Size of Organization14:52 Where CSR Initiatives Start to Go Wrong19:58 How CSR Shapes Customer and Employee Experience22:14 CSR and Employee Retention24:48 Why Gen Z employee say they will take a pay cut26:58 Consistency and CSR30:32 How Any Business Can Start Small and Make an Impact33:04 Does It Hold Water?35:45 Chip Shots🔗 Connect with Suzanne:Website: www.meetsuzanne.comFacebook: https://www.facebook.com/SocialImpactArchitectsX: https://x.com/socialtrendspotSubstack: https://socialtrendspot.substack.comLI: https://www.linkedin.com/company/social-impact-architects and https://www.linkedin.com/in/suzannesmithtxTEDx “Everyone is a Changemaker”: https://www.youtube.com/watch?v=CJOonQUXL0EInstagram: https://www.instagram.com/socialtrendspot🏷️ TagsSocial Customer Care, Social Media ROI, CX Strategy, Customer Experience, Social Listening, Tagging & Labeling, AI in CX, Emotional Marketing, B2B Voice, Brooke Sellas, PodMatch🔗 Connect with Gary Marra:·       LinkedIn:                     https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                     YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerExperience #CustomerSuccess #ContactCenter #EX #Leadership #AI #ArtificialIntelligence #EmployeeExperience #SocialMediaCustomerCare

In this Thanksgiving solo episode, Gary breaks down one of the most fundamental concepts in the culinary world — mise en place (“everything in its place”) — and shows how it offers a powerful operating principle for customer experience, client success, and leadership.Using stories from busy kitchens, real-world onboarding challenges, and decades of experience working with complex institutional clients, Gary explores why:preparation is a key to CX strategyinconsistency comes from lack of readinessteams are overwhelmed because processes are underpreparedcustomers can feel your chaos even if they never see itWhether you’re a CX leader, a founder, a client-facing professional, or simply trying to bring more order to the chaos in your work, this episode gives you a practical and memorable framework.🍽️ What You’ll Learn• Why mise en place is a key CX disciplineHow a restaurant’s prep work translates directly to onboarding, handoffs, and client communication.• The real causes of inconsistent customer experienceIt’s (almost) never talent. It’s almost always preparation.• Why great CX is built before the customer ever shows upPreparation reduces chaos, risk, and escalations as it multiplies trust.🔗 Connect with GaryLinkedIn: https://www.linkedin.com/in/garymarraPodcast on Spotify: https://open.spotify.com/show/7pTZksMmQPwZJSeryfK5Xm

Social Media Customer Care: Conversations That Drive CX ROI — with Brooke B. SellasGuest: Brooke B. Sellas — Founder & CEO of B Squared Media, author of Conversations That Connect, LinkedIn Learning instructor, adjunct lecturer, keynote speaker, and host of the Social Media CX Podcast.Episode SummaryIn this episode, Gary sits down with Brooke B. Sellas to discuss how conversation-led social media customer care drives real CX outcomes—retention, loyalty, and revenue.Brooke explains why most brands are stuck in “content factory mode,” how to shift toward talk-worthy content that evokes emotion, and how social conversations can uncover frustration, intent, and purchase signals long before customers enter a sales funnel.You’ll learn why silence is the true churn indicator, what brands get wrong about AI and automation, and how B Squared Media uses social listening, tagging, labeling, and promo codes to attribute real dollars to social customer care.💬 What We CoverWhy content is the vehicle but emotion is the destinationConversation-led social care vs. reactive contact center supportHow enterprise brands use social listening to catch “in the wild” buying signalsTagging & labeling: gain/retain, sentiment, product issues, and intentHow promo codes tie sales directly to social careWhy silence—not complaints—is the biggest churn riskWhere AI actually helps (sorting, tagging, FAQs) vs. where it hurts (EQ moments)Why personality in B2B is a differentiator, not unprofessionalThe metrics that matter most: response time, response rate, and conversation volume📈 Three Practical TakeawaysStart tagging all conversations as acquisition (gain) or retention (retain).Shift content strategy from posting to sparking emotional, talk-worthy reactions.Use AI for IQ tasks (sorting, workflows) but keep humans front and center for real connection.CHAPTERS:00:50 Intro03:12 Conversations > Content04:30 Feeding The Content Monster05:55 Content is the Vehicle, Emotion is the Destination07:42 Being Heard 10:36 What B-Squared Media Actually Does11:54. Why Contact Centers Struggle with Social14:48 Social Listening in the Wild17:03 Tools: Tagging, Labeling & Intent Signals20:58 The "ROI Question"24:07 Fixing KPIs & Conversation Metrics28:52 How AI Fits into Social Media Customer Care32:26 Automation Fails & Hype Cycles38:48 Main Segment Closer: How to be more Conversational 39:43 Does It Hold Water?43:42 Chip Shots🔗 Connect with BrookeLinkedIn: https://www.linkedin.com/in/brookebsellas/B Squared Media: https://bsquared.mediaBook: Conversations That ConnectSocial Media CX Podcast: https://podcasts.apple.com/us/podcast/social-media-cx-podcast🏷️ TagsSocial Customer Care, Social Media ROI, CX Strategy, Customer Experience, Social Listening, Tagging & Labeling, AI in CX, Emotional Marketing, B2B Voice, Brooke Sellas, PodMatch🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerExperience #CustomerSuccess #ContactCenter #EX #Leadership #AI #ArtificialIntelligence #EmployeeExperience #SocialMediaCustomerCare

🎙️ Your Customer, Your Success — Episode 32Pulling CX Off the Rocks: Fixes, Fundies, and the FutureGuest: JP Dumas, CX & Retention Strategist, Founder of CX & Growth Strategies LLC, and Partner at CX on the RocksMost companies don’t lose customers in one big splash...they lose them in many small, inconsistent ones. In this episode of Your Customer, Your Success, Gary Marra sits down with JP Dumas to talk about what’s really broken in customer experience and how to fix it without turning your business upside down.From AI hype vs. human truth to retention as a day-one discipline, this is a straight-up, practical conversation about making CX a real economic engine for your business and your success!🧩 In This EpisodeWhy CX isn’t just support—it’s your brand’s reputation when you’re not in the room.The true role of the contact center as the front porch and dashboard of your company.How pragmatic AI can help—but not replace—the human connection.Why retention starts on day one, not at renewal.What happens when you chase metrics instead of meaning (hello, NPS addiction).How employee enthusiasm sets the ceiling for customer experience.Why “fine” customers are more dangerous than the haters.What happens when companies actually make it right—and how that drives loyalty.The power of culture, pride, and authenticity in the customer journey.The future of CX: predictive analytics, sentiment, and simplicity that serves people first.🧠 JP’s 10 Fixes for Pulling CX Off the RocksDefining CX correctlyValuing the Contact CenterBalancing AI and HumanityRetention as a Continuous ProcessFrom Vanity Metrics to Business OutcomesEX Before CXHandoffs and ContextSurvey OverrelianceOwning Issues (and Using Them Well)Culture as BrandBONUS: It's Gotta Be The Shoes🎧 Episode Chapters 01:06 – 🎬 Intro: Welcome to Your Customer, Your Success with JP Dumas02:18 – 💡 Why does CX matter?03:47 – ☎️ Why do contact centers still matter in the age of AI?09:47 – 💰 Viewing CX as an economic engine, not a soft skill11:51 – 🔁 What retention really means 14:15 – 👥 Why is the employee experience so critical to customer experience?18:44 – 🧭 What distinguishes a CX-minded company from one that’s just customer- friendly?20:17 Metrics Myopia, Virtuos Flywheel21:34 – 🧠 What are you and the CX on the Rocks collective doing to help fix these issues?33:54 - Do They Really Get CX?34:23 – ⚖️ Segment: Does It Hold Water?38:16 – 👟 Segment: Chip Shots👟 Chip ShotsBook: Failing Forward by John C. MaxwellLeader to Shadow: Nike CEO Elliot Hill — “Sometimes your manager gives you the title, but the people give you the leadership.”Sneaker Rotation: Air Jordan 1 “Chicago”Air Jordan 3 “Black Cement”Air Jordan 3 “White Cement” Air Jordan 4 “Bred/Black Cement” Air Jordan 11 Presentation-day / suit picks:Air Jordan 11 “72–10”Air Jordan 11 “Bred”Air Jordan 11 “Jubilee”Air Jordan 11 “Cap and Gown”JP’s CONTACT INFORMATION:  EMAIL: [email protected]                       WEBSITE: www.cxgrowthstrategies.com      LINKEDIN: www.linkedin.com/in/jpdumas1  SOCIAL MEDIA: https://www.instagram.com/j.p.dumas?igsh=MTJ3NmJpMDd3dW5wdg%3D%3D&utm_source=qr🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerExperience #CustomerSuccess #ContactCenter #EX #Leadership #AI #ArtificialIntelligence #EmployeeExperience

🎙️ Episode 31: The Human Side of AI in Customer Success | Efficiency, Adoption & the Human TouchGuest: Alon Ahronberg, Vice President of Customer Success at AteraIn this episode, Gary Marra talks with Alon Ahronberg about how he is applying artificial intelligence to help reshape Customer Success at Atera. Alon explains why his team treats AI not as a cost-cutting tool but as a way to create time for deeper client work. He outlines a six-pillar framework for applying AI across efficiency, data, adoption, and personalization, and describes the operational and security challenges of building what he calls the “CSM cockpit.”The discussion covers practical ways to measure efficiency gains, avoid automating for its own sake, and use AI to strengthen, not replace, human judgment. They also examine health-score complexity, the balance between automation and empathy, and how to define clear goals before implementing AI projects.TakeawaysAI should not be implemented without a clear vision.Customer success teams must focus on efficiency and strategic planning.Improvisation is a key skill for customer success managers.AI can free up time for CSMs to focus on client relationships.Measuring customer relationships is crucial for success.🎧 Episode Chapters – The Human Side of AI in Customer Success00:00 Introduction10:59 Building a Customer Success Team That Works15:21 What Does a Clear AI Vision Look Like for CS Leaders?18:16 How AI Is Changing the CSM Role21:55 The Six-Pillar Framework for AI in Customer Success30:06 The CSM Cockpit Challenge32:22 Measuring Efficiency and Time Savings35:06 The Health Score Debate39:07 Balancing Short-Term Wins and Long-Term Strategy41:01 Measuring AI’s Impact on Customer Relationships42:33 Advice for CS Leaders Starting Their AI Journey43:56 Does It Hold Water?46:23 Chip Shots51:52 Wrap-Up📚 Book Recommendation:Alon’s Pick:   Infinite Game, by Simon Sinek       🔗 Connect with Alon:LinkedIn : https://www.linkedin.com/in/alon-ahronberg/website:  https://www.atera.com/🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerSuccess #ClientExperience #Leadership #AI #ArtificialIntelligence

In this solo episode, Gary shares his insights on Managing Relationships — the mindset and models behind working more effectively with people, especially those who are challenging. Whether you're in Customer Success, leading a team, or navigating cross-functional relationships, understanding human behavior is essential to leading more effectively.Gary walks you through the OCEAN personality model (also known as the Big Five) and compares it to the more widely used DISC framework. Why is DISC so common in corporate training? Why is OCEAN more powerful for long-term leadership success? And how can understanding these traits make you better at reading the room, adapting your approach, and building trust?You'll walk away with a modern, practical lens to assess personalities and a call to lead with the Platinum Rule — treating people how they want to be treated.🔑 In This Episode:Why relationship management = behavior managementThe difference between DISC and OCEAN models — and how to apply bothFull breakdown of the OCEAN traits:Openness – Visionaries vs. StabilizersConscientiousness – Planners vs. FlexersExtraversion – Drop-in Energizers vs. Prep-First ThinkersAgreeableness – People-Pleasers vs. Analytical ChallengersNeuroticism – Worriers vs. Rock-Steady ResolversHow to spot these traits in clients, coworkers, and even yourselfWhy you should lead with the Platinum Rule, not the Golden RuleTips for managing high-stress situations with different personality types and how to deal with difficult people and situations.🛠️ Frameworks Mentioned:OCEAN / Big Five Personality ModelDISC Personality ModelThe Platinum Rule – Treat others how they want to be treated🎯 Action Challenge:Pick a difficult interaction from this week.Guess the other person’s dominant OCEAN trait(s).Adjust your approach using what you learned.Reflect on what changed — and how it impacted the outcome.🧠 Ideal For:CS & CX ManagersPeople LeadersICs managing complex stakeholder relationshipsAnyone trying to decode human behavior in high-stakes environments📌 Resources:Want to learn more about OCEAN? Check out Science of People by Vanessa Van Edwards. Big hat tip to Vanessa and her work which helped inspire me and my approach!DISC Personality Overview: DISCprofile.com📣 Stay Connected:Like this episode? Subscribe, share it with your team, and leave a review.Follow Gary on LinkedIn and check out the Your Customer, Your Success YouTube channel for full interviews.🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube PageWant to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerSuccess #leadership #corporateculture#CustomerExperience #CustomerSuccess #CXLeadership #Podmatch #CX

In this episode of Your Customer, Your Success, host Gary Marra sits down with Alison Dixon, Chief Customer Officer at Portnox, to explore what customer experience looks like in one of the world’s most high-stakes industries — cybersecurity.Alison shares how she built Portnox’s CX organization from the ground up, why time-to-value matters more than ticket counts, and how to keep customers engaged when your product works best in silence. From building health scores that actually mean something to fostering multi-year loyalty, Alison explains how she’s redefining customer experience for a “set it and forget it” world.It’s a conversation about mindset, measurement, and making the invisible value visible — a must-listen for CX and CS leaders navigating complex, technical spaces.🔑 Key TakeawaysCyber CX Is High Stakes – In cybersecurity, silence often means success. The challenge is showing ongoing value when customers only notice you if something breaks.Mindset Shapes Outcomes – Alison believes your “brain creates reality before you see it.” Approach every customer interaction with the expectation of partnership, not conflict.Health Scores Need Heart – Metrics only matter if they drive action. Portnox ties health scores to multi-year contracts, relationships, and proactive outreach.Time-to-Value Over Tickets – Don’t obsess over support volumes; focus on how quickly customers feel protected, confident, and empowered.Executive Buy-In Is Everything – Get leadership involved early, not just when churn risk surfaces. True CX success is a company-wide sport.Visit First, Build Second – Processes and dashboards evolve forever; customer connection must come first. Face-to-face insight beats any CRM metric.Timestamps:01:22 – Intro – Gary opens the show (Manifesting Better CX) with Alison Dixon, CCO at Portnox01:50 – From Cybersecurity to CX – What customer experience means when the stakes are high03:15 – Building CX From the Ground Up – How Alison built Portnox’s CX function from scratch05:38 – Metrics That Matter – Time-to-value, renewals, and why multi-year deals tell the real story08:00 – The Umpire Problem – CX in cybersecurity: customers only notice when something breaks11:32 – The “Aha” Moment – A customer story that defines Portnox’s value14:15– Health Scores That Hold Water – Turning data into meaningful action18:50 – Executive Buy-In – Connecting leadership to CX and customer outcomes21:52 – Hiring for the right reasons – Why traditional or conventional hiring might not work25:51 – Lessons in Leadership – What Alison would tell her past self29:22 – Does It Hold Water?34:21 – Chip Shots📚 Book Recommendation:Alison's Picks: Anything by Cal Newport! Deep Work: Rules for Focused Success in a Distracted World ... and more!🔗 Connect with Alison:LinkedIn : https://www.linkedin.com/in/alison-dixon-msod/Website : https://www.portnox.com/🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube PageWant to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CustomerExperience #CustomerSuccess #Cybersecurity #CXLeadership #Podmatch #CX

SummaryIn this episode, Gary Marra and Chris Hood delve into the concept of Agentic AI, exploring its definitions, misconceptions, and the reality versus the hype surrounding it. They discuss the importance of prompts in AI functionality, the distinction between agentic AI and automation, and the current state of AI applications. The conversation emphasizes the need for realistic expectations regarding AI's capabilities and the future of technology in this space.TakeawaysAgentic AI is often misunderstood and misrepresented.Claims about agentic AI are often exaggerated.Agentic AI is more about facilitating actions than true intelligence.Current AI applications are largely automation, not agentic AI.The hype surrounding agentic AI is ahead of its actual capabilities.AI should not replace human empathy in customer interactions.Real-world applications of agentic AI are still in development.The future of agentic AI is promising but requires technological advancements.Understanding the difference between automation and agentic AI is crucial. Chapters01:07 Introduction to Chris Hood and Agentic AI03:52 Basic Background and seeing through the hype 05:31 Definitions and Confusions Agentic AI vs. Automation vs Autonomy11:02 Agentic AI vs. Automation vs Autonomy: Prompts & What's the Difference?11:21 Debating the usefulness of Real-World Applications of Agentic AI20:39 Customer First, Technology Last, AI Maybe25:10 Current Real World Examples, Do they exist?28:38 The Difference Between Automation, Agents, and Agentic31:45 Current State and The Outlook for the near future 🔗 Connect with Chris Hood📖 Book: Infailible: Harnessing the Power of Failure in Digital Business🌐 Website: https://chrishood.com/📱 LinkedIn: chrishood🐦 Twitter: @ChrisHood🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube PageWant to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #customerexperience #AI #AgenticAI #CustomerSuccess #Podmatch

SummaryIn this episode of Your Customer, Your Success, Gary Marra sits down with Amber Monroe, Senior Vice President of Customer Experience at Paradigm Senior Services. With two decades of leadership in healthcare, Amber has mastered the art of turning complex systems into meaningful relationships that deliver measurable impact.From revenue cycle management and compliance to building high-performing teams, Amber shares what makes healthcare customer success fundamentally different from SaaS — and why trust may be the most important business driver of all. She also highlights success stories that show how great customer experience can literally keep small businesses afloat while expanding care for veterans and communities across the country.Whether you work in healthcare, SaaS, or any customer-facing industry, Amber’s perspective offers fresh lessons on strategy, empathy, and building customer partnerships that last.Chapters01:08 Introduction to Amber Monroe and Paradigm Senior Services03:49 Understanding the Role of Customer Success in Healthcare beyond SaaS06:58 Defining Success in Healthcare Customer Experience10:05 Communication Strategies for Client Engagement12:40 Anticipating Customer’s Needs15:00 Measuring Success: Metrics in Healthcare Customer Success20:44 The Role of Account Managers vs. Customer Success Managers27:14 Success Story – Servicing Veterans28:26 Collecting Outstanding Claims for Clients30:54 Advice for New Healthcare Customer Success Leaders31:25 “Does it Hold Water?”35:49 Chip Shots📚 Book Recommendation:Amber’s Pick:Reality-Based Leadership: Ditch the Drama, Restore Sanity to the Workplace, and Turn Excuses into Results, by Cy Wakeman       🔗 Connect with Amber:LinkedIn : https://www.linkedin.com/in/ambermonroe/E-mail :  [email protected]🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerSuccess #ClientExperience #Leadership #HealthcareAdministration

CX, EX, and Everybody on the Bus: Driving Real Change in Organizations with Kris WautersWhy real change starts with people, not technology — and how leaders can bring everyone on board.In this episode of Your Customer, Your Success, Gary Marra speaks with Kris Wauters, founder and Managing Director of Gung-Ho Management, about the real drivers of transformation: people, culture, and leadership. With over 30 years of senior leadership experience at global companies and deep expertise in Customer & Employee Experience, Kris shares powerful stories and frameworks for creating lasting change.From “everybody on the bus” to coaching leaders with horses, Kris brings practical wisdom and surprising analogies that highlight why CX and EX must go hand-in-hand. Kris shares his insights on customer experience, employee experience, and leadership development. He emphasizes the importance of people in transformation, the need to connect CX goals to business objectives, and the common misconceptions leaders have about change. Kris discusses strategies for overcoming change fatigue, coaching leaders, and delivering tough truths. He also touches on the impact of AI on jobs and shares valuable book recommendations and personal growth habits.TakeawaysTransformation starts with understanding the maturity level of the organization.People are at the center of any successful transformation.CX and EX strategies must be integrated for effectiveness.Leaders often overlook the importance of connecting CX goals to business objectives.Change fatigue arises from poorly implemented changes.Effective coaching involves bridging the gap between leaders and their teams.Listening without the intent to answer is a crucial skill for leaders.AI will impact jobs, but it will also create new opportunities.Understanding the 'why' behind change is essential for buy-in.Failure is not an option; it's about learning and adapting.Chapters 01:13 Introduction to Transformation and Change 02:52 People First: The Core of Transformation 04:39 Building Integrated CX and EX Strategies 09:50 Aha Moments in Customer Experience Transformation 13:45 Common Misconceptions in Experience Transformation 16:55 Overcoming Change Fatigue in Organizations 26:00 Coaching Leaders in Customer Experience 33:21 Delivering Tough Truths to Leadership 41:08 “Does it Hold Water?” 45:23 Chip Shots📚 Book Recommendation:Kris’s Picks:Gung Ho!, by Ken Blanchard and Sheldon Bowles : working as a team towards a common goalStart with Why, by Simon Sinek : What and How subsequent to the purpose of your businessFind Your Why, by Simon Sinek : find your own purpose in lifeJUNG, Four Archetypes brought by Routledge publishing : the basic starting point of what founded modern psychologySurrounded by Idiots, by dr. Thomas Erikson : inventor of the Insights model, who am I and how can I recognize others and adapt my communication to have impactMaps of Meaning, by dr. Jordan B. Peterson : the connection between modern neuropsychology and ancient stories, insight into human motivation and emotion throughout the millennia.        🔗 Connect with Kris:LinkedIn : www.linkedin.com/in/kwautersWebsite : https://www.gung-ho.be E-mail : [email protected] just call him, which he prefers! : + 32 495 55 95 75🔗 Connect with Gary Marra:LinkedIn:                    https://www.linkedin.com/in/gary-marra/Marra CX Hub:         https://marracxhub.com/YouTube:                   YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

SummaryIn this conversation, Matt Feiner, a transformational CEO with over 30 years of experience, shares insights on leadership, corporate culture, and the importance of listening to employees during times of change. He discusses his journey of taking over a company after a long-standing CEO, the challenges of evolving corporate culture, and the significance of hiring for cultural fit. Matt emphasizes the role of a strong culture in enhancing customer experience and the necessity of fostering an environment where healthy debate is encouraged. He also provides valuable advice for new CEOs on navigating culture transformation and the importance of psychological safety in the workplace.TakeawaysMatt emphasizes the importance of listening to employees during leadership transitions.Cultural transformation requires involving key employees in the process.A strong corporate culture can significantly enhance customer experience.Healthy debate among team members is a sign of a strong culture.Hiring for cultural fit is crucial, but diversity in skills is also important.Psychological safety allows employees to provide honest feedback.Change management involves addressing fears and resistance from employees.Leaders should create a safe space for open discussions.Silence can be a powerful tool in meetings to encourage deeper insights.Chapters01:11 Introduction to Matt Feiner and His Journey03:00 Navigating a Huge Leadership Transition06:04 Cultural Evolution and Employee Empowerment07:39 Understanding the Business and Its Clients10:49 Addressing Change and Resistance14:29 Hiring for Cultural Fit17:32 The Impact of Culture on Customer Experience20:50 Lessons on Healthy Debate in Culture25:55 Advice for New CEOs on Culture Transformation28:01 Does It Hold Water? 31:15 Chip Shots: Quickfire Questions📚 Book Recommendation:Matt’s Pick:The Advantage: Why Organizational Health Trumps Everything Else in Business, by Patrick Lencioni🔗 Connect with Matt:·       LinkedIn:      https://www.linkedin.com/in/matt-feiner-8b243b4/🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4#CX #CustomerSuccess #leadership #corporateculture #podmatch

SummaryIn this conversation, Gary Marra speaks with Francie Jain, the founder and CEO of Terrawatt, about the critical role of coaching in organizations. They discuss how Terrawatt operates as a B2B coaching marketplace, emphasizing the importance of psychological safety in fostering employee engagement and reducing turnover. Francie shares insights on the measurable outcomes of coaching programs, the necessity of a culture of learning, and practical starting points for organizations looking to implement coaching. The conversation highlights the interconnectedness of employee experience and customer experience, and the need for consistent client experiences across coaching networks.TakeawaysPsychological safety is essential for team success.Coaching should be viewed as a business necessity, not a perk.High turnover rates can be significantly reduced through effective coaching.Customization in coaching programs enhances their effectiveness.Measuring the impact of coaching is crucial for understanding ROI.A culture of learning fosters growth and innovation.Leadership should prioritize psychological safety to encourage open communication.Having a clear North Star simplifies decision-making in organizations.Chapters01:00 Introduction to Terrawatt and Coaching Marketplace02:24 Understanding the Terrawatt Model04:43 Under-investing in Coaching07:20 The Costs of Low Psychological Safety10:42 Reframing Coaching as a Business Necessity13:12 Measurable Outcomes of Coaching-$32MM Example!21:12 Starting with Coaching in Organizations22:40 Understanding Client Needs and Feedback26:00 Making the Case for Coaching to the C-Suite 27:20 “Does it Hold Water?”31:42 Chip Shots🔗 Connect with Francie:·       LinkedIn:      https://www.linkedin.com/in/franciejain/·       Website:      https://terawatt.co/🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

SummaryIn this solo episode of Your Customer, Your Success, Gary Marra discusses various topics, including the misconceptions surrounding agentic AI, the innovative customer experience strategies of the Savannah Bananas, and a unique approach to golf course management. He emphasizes the importance of understanding AI's limitations, the need for engaging customer experiences, and how to turn potential negative situations into positive outcomes.TakeawaysAI is a hot topic, but many projects are overhyped and may fail.The Savannah Bananas provide a unique customer experience that keeps fans engaged.Customer experience should be prioritized over simply adopting new technologies.Golf courses can enhance customer satisfaction by offering creative solutions during maintenance periods.Emotional connections with fans are crucial for sports teams.It's important to define problems clearly before seeking technological solutions.The concept of agentic AI is often misunderstood and misapplied.Successful customer experiences often involve a triple win for all parties involved.Chapters00:43 Introduction to YOLO Gary Goes Solo03:27 Recap of Recent Guest Episodes, check 'em out!!!07:43 Trying to Understand AI and Agentic AI14:51 How the Savannah Bananas Create an AMAZING experience!22:26 Wow or No Wow: Creative Solution involing Golf Course Maintenance🔗 Connect with Gary Marra:·       LinkedIn:                     https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forgetto subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer,Your Success for more insights on customer experience,leadership, and business strategy.Want to be aguest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

SummaryIn this conversation, Chris Gillen, CEO of Caller Base AI and author of The Villain Trap, discusses the dynamics of leadership accountability, the impact of blame culture on organizations, and the importance of employee experience in delivering great customer experience. He introduces the concept of the 'Villain Trap,' where leaders often blame others for failures instead of taking accountability. Chris emphasizes the need for leaders to foster a positive work environment and to embrace AI as a tool for enhancement rather than replacement. The discussion also touches on personal growth, the importance of self-reflection, and the need for servant leadership in today's world.TakeawaysVictims often need villains to avoid accountability.Blame culture can be addictive and detrimental to leadership.Great customer experience starts with a positive employee experience.The villain trap can silently erode trust within organizations.Leaders must take ownership of their role in employee success.AI should be viewed as a tool for enhancement, not replacement.Self-reflection is crucial for personal and professional growth.Worrying about trivial matters can hinder effective leadership.Servant leadership is essential for fostering a supportive work environment.Building trust is key to maintaining healthy relationships in business.Chapters01:00   Introduction02:00   Understanding the Villain Trap06:25   The Allure of Blame in Leadership11:48   Impact of Blame on Trust and Employee Experience18:03   Breaking Free from the Villain Trap25:21   Empowering Employees for Success28:54   The Essence of Servant Leadership29:14   Navigating the AI Landscape34:39   The Impact of Blame on Change35:36   Key Takeaways from The Villain Trap40:43   Personal Routines for Success45:40   Lessons from Worrying Less📚 Book Recommendation:Chris’s Pick: TBD🔗 Connect with Chris:·       LinkedIn:     https://www.linkedin.com/in/chrisgillen/       Website:      https://www.thevillaintrap.com https://callerbaseai.com🔗 Connect with Gary Marra:·       LinkedIn:                     https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forgetto subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer,Your Success for more insights on customer experience,leadership, and business strategy.Want to be aguest on Your Customer, Your Success? Send Gary Marra a message on PodMatch here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

SummaryIn this conversation, Gary Marra speaks with Bill Kasko, President and CEO of Frontline Source Group, about the current state of the job market, the impact of technology on employment, and effective job search strategies. Bill shares insights on the importance of a strong professional network, the unique People.Process.Service. ™ framework his company employs, and the innovative five-year placement guarantee that sets them apart in the staffing industry. They also discuss the evolving nature of work, including the balance between remote and in-office environments, and the necessity for job seekers to adapt their strategies in a rapidly changing landscape.Takeaways·      The job market is currently chaotic but still vibrant.·      Technology, especially AI, is reshaping employment dynamics.·      Job seekers need to adapt their strategies to the changing landscape.·      A simple, scannable resume is crucial for job applications.·      LinkedIn is an essential tool for networking and job searching.·      Communication and follow-up are key in the job search process.·      The People Process Service framework emphasizes treating candidates with respect.·      The five-year placement guarantee offers clients peace of mind.·      Flexibility in work arrangements is becoming increasingly important.·      Building a strong professional network is vital for career success.Chapters01:20 Introduction02:26 Bill’s Take on the Current Job Market 09:40 The Evolution of Job Search & Current Tips 17:25 The People.Process.Service. ™ Framework25:44 Innovative Hiring Solutions and the Five-Year Warranty35:44 Creating Positive Customer Experiences39:23 The Future of Work: Remote vs. In-Office45:54 “Does It Hold Water?”48:39 Chip Shots📚 Book Recommendations:Bill’s Pick:·       In Search of Excellence, by Tom Peters🔗 Connect with Bill:·       LinkedIn:        https://www.linkedin.com/in/billkasko/·       Website:          https://www.frontlinesourcegroup.com🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

SummaryIn this conversation, Shruti Joshi, President and COO of Facet Wealth, discusses the transformative approach to financial planning that focuses on accessibility and member-centricity. She highlights the challenges faced by millions of Americans who lack access to quality financial services and explains how Facet Wealth's flat fee model builds trust and encourages meaningful client relationships. The discussion also delves into the importance of customer-centric practices in business, the role of transparency in pricing, and the metrics that matter for success. In this conversation, Shruti and Gary discuss the importance of metrics in customer experience, emphasizing retention and feedback mechanisms. Shruti highlights common mistakes companies make when trying to be customer-centric and the significance of understanding customer needs deeply. The discussion also covers the connection between employee and customer experiences, the evaluation of subscription models in financial services, and valuable lessons learned from career experiences.Takeaways•  Money is a leading cause of stress in America.•  50 to 70 million Americans lack access to quality financial planning.•  Facet Wealth offers a transparent flat fee model for financial planning.•  The traditional AUM model excludes many potential clients.•  Financial planning should address all aspects of a person's life, not just retirement.•  Building trust starts with transparency in pricing and services.•  Customer-centric companies prioritize hiring individuals with a customer-first mentality.•  Processes should involve customer feedback in problem-solving.•  Metrics should balance revenue and customer retention. •  Retention is a key metric in subscription models.•  Subscription models should focus on holistic value, not just investments.•  Mistakes often stem from not knowing the true customer problem.•  Choosing the right challenges to tackle is important for growth.Chapters01:05 Introduction 02:27 The Need for Accessible Financial Planning07:03 Building Trust Through a Flat Fee Model08:16 The Impact of Pricing on Client Behavior10:40 Defining Customer-Centricity in Business14:59 Leading Change in Customer Experience19:04 Making Decisions with Member Trust in Mind22:03 Understanding Metrics in Customer Experience24:33 Common Mistakes in Customer-Centric Approaches27:32 Connecting Employee and Customer Experiences31:19 “Does it Hold Water?”35:18 Chip Shots 📚 Book Recommendations:Shruti’s Pick:·       Catchter in the Rye by J.D. Salinger🔗 Connect with Shruti:·       LinkedIn:        https://www.linkedin.com/in/shruti-joshi1/·       Website:        http://www.facet.com/🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:         https://marracxhub.com/·       YouTube:                   YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.

Episode 19: From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time ManagersSUMMARYIn this episode of Your Customer, Your Success, Gary Marra sits down with Rachel Provan, founder of Provan Success and host of The Psychology of Customer Success. Rachel shares her journey from a high-performing individual contributor to an overwhelmed first-time manager—and how she leveraged the power of leadership psychology to transform herself and now coach others.In this conversation, Gary Marra and Rachel Provan delve into the intricacies of customer success and leadership. They discuss the importance of human-first, emotionally intelligent leadership, the evolution of customer success, and the need for effective coaching in the field. Rachel emphasizes the significance of understanding human psychology in leadership and the detrimental effects of toxic work environments. The conversation also touches on the challenges of selling the value of customer success and the necessity of continuous value delivery to clients. In this engaging conversation, Rachel Provan shares her insights on management, customer success, and the importance of authenticity in leadership. She emphasizes the need for managers to be themselves and care for their teams, while also discussing the challenges faced by customer success teams in aligning with revenue goals. The conversation touches on mental health issues within the industry, the value of influential books, and the benefits of coaching. Rachel also shares her thoughts on podcasting and the importance of being authentic in communication.Takeaways:·      Rachel Provan emphasizes the importance of understanding human psychology in leadership.·      New managers often struggle with imposter syndrome and lack of training.·      Leadership can be learned and is not solely based on natural ability.·      Toxic work environments stem from poor leadership and fear-based management.·      Customer success is often undervalued and requires ongoing effort to demonstrate its importance.·      Effective coaching can help bridge the gap in leadership training.·      Human-first leadership leads to higher employee engagement and better business outcomes.·      Rachel's coaching business was born out of a need for structured leadership training·      Customer success should focus on customer goals, not just revenue.Timeline:01:24 Introduction 02:37 Rachel's Initial Management Journey09:27 Transitioning to Coaching and Business Ownership20:20 Philosophy of Human-First, Emotionally Intelligent Leadership24:54 Breaking the Cycle of Toxic Leadership28:58 The Challenges of Understanding Customer Success35:35 “Does it Hold Water?” 42:33 Chip Shots📚 Book Recommendations:Rachel’s Picks:·       Dare to Lead by Brené Brown·       The Culture Code by Daniel Coyle·       Crucial Conversations by Patterson, Grenny, McMillan, and Switzler🔗 Connect with Rachel:·       LinkedIn:        https://www.linkedin.com/in/rachelhprovan/·       Website:          https://provansuccess.com/·       Podcast:          The Psychology of Customer Success: https://www.psychologyofcustomersuccess.com/🔗 Connect with Gary Marra:·       LinkedIn:                    https://www.linkedin.com/in/gary-marra/·       Marra CX Hub:           https://marracxhub.com/·       YouTube:                    YCYS YouTube Page📣 🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.

In this engaging conversation, Gary Marra is joined by Alyssa Nolte who shares her unique journey from a startup founder to leading TruVue, a customer intelligence platform. She discusses the importance of understanding customer psychology, common mistakes companies make in their approach to customer experience, and the significance of building trust and relationships with customers. Alyssa emphasizes the need for a team-oriented approach to customer relationship management and offers valuable insights into effective leadership and change management. The discussion also touches on her current projects and the lessons learned throughout her career, culminating in practical advice for aspiring podcasters.Takeaways:Understanding customer psychology is crucial for effective marketing and retention strategies.Companies often design products based on their own perspectives rather than their customers'.The customer journey should extend beyond the sale to include renewals and ongoing relationships.Building trust with customers is essential for long-term loyalty and retention.Customer relationship management should be a collaborative effort across teams.Effective communication is key to successful change management in organizations.Leaders must earn the right to lead by fostering trust and collaboration.Podcasting should focus on delivering value rather than vanity metrics.CHAPTERS01:12 Introduction to Alyssa Nolte02:41 Alyssa's Career Journey and Early Choices06:19 Common Mistakes Companies Make09:00 Brain Processing and Cognitive Analysis 14:11 Reimagining the Funnel15:34 Building Trust and Retention with Customers19:23 Team Dynamics in Customer Relationship Management22:00 Current Projects and Future Aspirations23:42 Does It Hold Water? 27:50 Chip ShotsBook Recommendation:The Five Dysfunctions of a Team: A Leadership Fable by Patrick LencioniConnect with Alyssa:https://www.linkedin.com/in/alyssanolte/https://truvuex.com/🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on CX, AI, and business strategy.Marra CX HubYouTube

In this conversation, Gary Marra and Dave Seaton delve into the intricacies of journey mapping, focusing on the Dave’s DARMA method ™. They discuss the importance of understanding customer experiences, common pitfalls in journey mapping, and the steps involved in the DARMA method, and then purposely focus on the FIRST A or the “Analyze” phase. The conversation emphasizes the need for thorough research, stakeholder engagement, and the development of actionable insights to drive meaningful change in customer experience.  They discuss real-world examples of how understanding customer journeys can significantly reduce churn and improve onboarding experiences. The dialogue also touches on the relevance of CX maturity assessments and the necessity for independent consultants to specialize in their fields. Dave shares personal anecdotes about his career growth and the lessons learned from failures, emphasizing the importance of taking risks and finding one's niche in the consulting world.Takeaways: Effective journey mapping requires customer insights, not just internal opinions.Half of journey maps created fail to drive change.Align journey mapping projects with strategic business goals.The DARMA method ™ consists of five steps: Define, Analyze, Research, Map, Act.Stakeholder engagement is crucial throughout the journey mapping process.Data analysis should include customer behavior, operational, financial, and sentiment data.Develop a journey hypothesis to test against real customer experiences.Journey mapping is not a quick exercise; it requires thorough analysis and research.Change management is an essential component of journey mapping. Journey mapping reveals critical moments that impact customer behavior.Maturity assessments may not resonate with business leaders.Specialization in consulting leads to greater clarity and success.Taking risks can lead to significant career advancements.  Chapters 01:22 Introduction02:53 Understanding Journey Mapping07:16 The DARMA Method™ Overview13:43 Analyzing the Current State22:52 Journey Mapping Done Right, Analyzing Customer Churn29:00 Another Example: Onboarding Challenges 32:11 “Does it Hold Water?”35:53 Chip Shots For more on Dave's approach to Journey Mapping, please check out our friend Rick Denton's CX Passport episode with Dave! Audio: https://www.buzzsprout.com/1736603/episodes/17423417 Video: https://youtu.be/jCLFa_tZj1A?si=0U1_wP_vESoZ7NjBReply Book Recommendation:Primal Leadership by Daniel Goldman et alConnect with Dave:https://www.linkedin.com/in/daveseaton/https://www.seatoncx.com🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on CX, AI, and business strategy.Marra CX HubYouTube

In this solo episode, Gary Marra reflects on his journey in podcasting, the importance of client experience, and the distinction between transactional and relationship-based business models. He emphasizes the need for businesses to manage relationships effectively, regardless of whether they operate in B2B or B2C spaces. The episode also touches on the implications of AI in customer interactions and the importance of maintaining a human touch in business. In this episode, Gary Marra discusses the controversial hiring policy of AI at Shopify, emphasizing the importance of prioritizing human employees over technology. He also introduces engaging podcast segments, including 'Does it Hold Water' and 'Wow or No Wow,' which aim to provide insightful discussions and highlight customer experiences. The episode features a comparison of the Urban Grape's innovative approach to wine retail against the disorganized shoe shopping experience at Dick's Sporting Goods, showcasing the significance of customer service in business success.ChaptersIntroduction to YOLO: Gary Goes Solo02:00 The Importance of Client Experience11:37 B2B vs B2C: Relationships Over Transactions24:55 Transforming Transactions into Relationships26:04 AI vs Human Interaction: A Growing Concern26:47 The AI Hiring Controversy30:27 Podcast Segments: Engaging Formats37:04 Introducing New Segments: Wow or No Wow45:42 Customer Experience Highlights: Urban Grape vs. Dick's Sporting Goods🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on CX, AI, and business strategy.Marra CX Hub

In this conversation, Andrew Carothers shares his insights on the art of storytelling, emphasizing its importance in business communication with award-winning host Gary Marra. He discusses the role of storytelling in customer experience (CX) and how it can be used to inform and influence audiences. Andrew outlines a structured approach to storytelling, starting with understanding the purpose of communication, building a compelling argument, and effectively structuring the story to create impact. He also provides practical examples, including how to apply these techniques in job interviews and business presentations. Gary digs a little deeper and we hear about the importance of storytelling in business and personal relationships, emphasizing how emotional appeal and vision can influence people. Andrew shares personal anecdotes and examples from various fields, illustrating how effective storytelling can motivate teams and create lasting connections. The discussion takes a fun, light-hearted turn as the conversation moves to great comedians, sitcoms, and a particularly interesting quote from Game of Thrones in the “Does it Hold Water?” segment.Takeaways:Storytelling is a powerful skill across all professions, not just creative fieldsEffective communication requires understanding your purpose: informing versus influencingBuilding a clear, structured argument forms the foundation of compelling storytellingEmotional appeal dramatically increases your ability to influence and connect with audiencesResearch your audience thoroughly to tailor your message effectivelyVisual elements and storyboarding enhance comprehension and impactPersonal stories and experiences create authentic connections with listenersDigital customer experience relies on narrative elements that resonate emotionallyGreat storytellers appear in diverse fields - from comedy and politics to educationWell-crafted stories create lasting impressions that persist after the presentation endsChapters1:23    Introduction2:15    Andrew’s storytelling background6:51   Define your purpose11:00 Next Level of Purpose-Think, Feel, or Do19:15 Framing the house, storyboard28:00 Great Storytellers31:00 Gary talks “Cheers!”33:52 Does it Hold Water?36:13 Chip ShotsBook Recommendation:Digital Hesitation by Thomas Lah and JB WoodHonorable Mention: Frankenstein, Mary ShelleyConnect with Andrew:https://www.linkedin.com/in/andrew-carothers/🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on CX, AI, and business strategy.Marra CX HubYouTube

In this episode, Gary Marra interviews Mark Stern, founder and CEO of the Custom Box Agency, to discuss how his company optimizes customer journeys through innovative physical box experiences. They dig into the power of packaging experience, the art of standing out in a crowded market, and how thinking outside the box—literally and figuratively—can revolutionize customer engagement. From the psychology behind unboxing to creating immersive brand experiences, Mark shares invaluable insights on transforming passive customers into active brand advocates. Mark explains the importance of defining success for customers, the role of gamification in enhancing engagement, and the tangible benefits of physical products in a digital age. He shares insights on ROI, customer retention, and his personal journey from corporate life to entrepreneurship, offering amazing advice for aspiring business owners. In this conversation, Mark Stern and Gary Marra explore innovative strategies for enhancing customer experiences, the importance of niching down in business, and the interconnectedness of personal health and professional success. They discuss gamification in client onboarding, the dangers of customer indifference, and the value of learning from industry leaders. Mark shares insights on how focusing on the right partnerships and personal well-being can lead to significant business growth.Takeaways:·       How custom boxes serve as a vehicle for optimizing customer journeys.·       Defining success for customers is crucial for business growth.·       Gamification & collection can enhance customer engagement and retention.·       Physical experiences create a lasting impact in a digital world.·       Replayability in experiences encourages customer loyalty.·       Businesses often overlook the importance of clear success markers.·       Mark's keys on his transition from corporate to entrepreneurship ·       Understanding the rules of entrepreneurship is key to success.·       Physical products can significantly improve customer retention rates.·       Niching down allows for deeper focus and greater success.·       The 'who' in business is more important than the 'how'.Chapters01:33 Introduction 02:40 Optimizing Customer Journeys04:35 Gamification in Customer Experience08:40 The Power of Physical Experiences14:18 What’s Old is New Again?16:20 ROI and Retention21:32 Defining Success in Customer Journeys23:24 Mark's Entrepreneurial Journey26:58 Advice for Budding Entrepreneurs28:55 Gamifying the Client Experience31:57 Does It Hold Water?37:25 Chip ShotsBook Recommendation:Who Not How, The Formula to Achieve Bigger Goals Through Accelerating Teamworkby Dan Sullivan and Dr. Benjamin HardyHonorable Mention: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman🔗 Connect with Mark📱 LinkedIn: https://www.linkedin.com/in/marustern/🌐 Website: https://customboxagency.com🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on CX, AI, and business strategy.Marra CX HubVIDEOS ON THE PODCAST AND CLIPS CAN BE FOUND HERE! YouTube

SummaryIn this episode of 'Your Customer Your Success', host Gary Marra speaks with Josh Nutter, Vice President of Business Development at OP360. They discuss the mission of OP360 in enhancing customer experience through outsourcing, the challenges faced in the industry, and the importance of training and managing outsourced teams. Josh shares insights on the role of AI in customer service, the metrics used to measure performance, and the significance of communication between sales and operations. The conversation also highlights success stories in outsourcing, the importance of customer feedback, and personal insights from Josh on professional growth and outreach.About OP360·       Global business process outsourcing (BPO) company·       Focus on world-class customer experience through people, technology, and thought leadership·       Operates as an extension of clients' in-house teams in locations including the Philippines and Colombia·       Specializes in both customer support and back-office operationsOutsourcing Misconceptions·       Outsourcing has evolved significantly over the past five years with increased investment in employee experience·       OP360's philosophy: they won't work with organizations that aren't as passionate about their customers as OP360 is about their employees·       Outsourcing benefits extend beyond cost savings to include scalability, increased service levels, and 24/7 operationsManaging Exceptional Service Levels·       OP360 boasts an impressive attrition rate of less than 4%·       Complete managed service offering: recruiting, training, and managing to SLA outcomes·       Each team is built specifically to client needs rather than fitting clients into a standardized approach·       Training process includes certifying trainers on client culture, values, and product knowledgeAI Integration in Contact Centers·       Strategic partnerships with multiple AI technologies·       Client-focused approach: OP360 doesn't drive AI investment for direct consumer interactions·       AI applications in recruitment (better talent matching), training (sandbox environment with realistic scenarios), and performance management·       30% increase in ramp to proficiency using AI-enhanced trainingPerformance Metrics·       Core metrics typically include quality metrics (NPS, CSAT) and productivity measures·       Analysis of survey feedback categorized as "controllable" vs. "non-controllable" factors·       Internal client satisfaction monitoring through ENPS scoring twice yearlySuccess Stories·       Legal sector: Started with a 10 FTE pilot, now supports 28 different lines of business with 500+ FTEs·       Healthcare: Improved patient experience for a multi-location clinic with 60+ offices by centralizing patient engagement functionsAudio Chapters01:17  Introduction to OP360 and Its Mission03:59 Addressing Customer Experience Challenges05:24 Misconceptions About Outsourcing and how it can help07:30 Training and Managing Outsourced Teams10:32 The Role of AI in the Organization12:46 Metrics and Performance Management15:06 Ensuring Communication Between Sales and Operations17:28 Success Stories in Outsourcing22:25 Gathering and Acting on Customer Feedback24:14 “Does It Hold Water?”30: 35 Chip Shots 🔗 Connect with Josh📱 LinkedIn: https://www.linkedin.com/in/joshnutter/🌐 Website: https://www.op360.comEmail: [email protected]🎧 Please Listen & Subscribe💡 Don’t forgetto subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer,Your Success for more insights on CX, AI, and businessstrategy.Marra CX HubVIDEOS ON THEPODCAST AND CLIPS CAN BE FOUND HERE! YouTube

SummaryIn this episode, Gary Marra welcomes Stacy Sherman, a renowned Customer Experience (CX) leader, speaker, and author, to explore how businesses can create impactful customer journeys by aligning CX with business goals. Stacy shares her thoughts on what it means to 'do CX right’, emphasizing the importance of understanding the customer journey, empowering employees, and maintaining consistency across all touchpoints. The discussion also highlights the challenges of breaking down silos within organizations and creating a culture that encourages feedback. Stacy introduces her journey management framework, which focuses on the entire ecosystem of customer interactions, and discusses effective metrics for measuring success. Stacy shares insights from her new book, Transformative Experience Journey Management, and breaks down the critical components of humanizing businesses, emotional intelligence in CX, employee experience, and the role of AI in shaping the future of CX.Takeaways·      “Doing CX Right” is about the managing entire customer journey.·      Empowerment of staff leads to exceptional customer service.·      Consistency is key in delivering a reliable customer experience.·      Breaking down silos enhances collaboration and improves CX.·      Creating a safe environment for feedback is essential for growth.·      Journey Management is more than mapping; it's about the entire ecosystem.·      Feedback from customers should be celebrated and shared.·      Starting a podcast doesn't require fancy tech, so take the mic outta the box!·      Another Seinfeld Reference :)Chapters:00:00 Introduction 02:40 What is “Doing CX Right”?03:40 Who’s Doing it Right?07:02 The Importance of Consistency09:10 Designing Journey Management11:05 Breaking Down Silos for Better CX16:04 Creating a Safe Environment for Feedback18:33 Journey Management Framework in Action24:30 Measuring Customer Experience Success27:03 Does It Hold Water? 30:47 Chip Shots🔗 Connect with Stacy 🌐 Website: https://doingcxright.com📱 LinkedIn: https://www.linkedin.com/in/stacysherman/📕Book: Transformative Experience Journey Management🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on CX, AI, and business strategy.Marra CX HubVIDEOS ON THE PODCAST AND CLIPS CAN BE FOUND HERE! YouTube

Bridging the Trust with Involvement Culture - Tim McCleary, Episode 11In this conversation, Tim McCleary discusses the critical role of company culture and employee engagement in driving organizational success. He introduces the concept of 'involvement culture,' which emphasizes trust, empowerment, and connection among employees. Tim highlights the alarming statistics of employee disengagement and the importance of building high-trust environments to enhance productivity. The discussion also delves into the significance of human connection in customer experiences and the challenges organizations face in navigating change. Tim shares insights on the "7 Stages of Change" and how they relate to the emotional responses employees experience during transitions. In this conversation, Tim and Gary also explore the dynamics of change management within organizations, emphasizing the importance of trust, creativity, and employee involvement. They discuss the challenges of downsizing, the need for a cultural shift, and the innovative methods used at GE to foster creativity and simplify operations. The conversation also delves into measuring the ROI of trust in organizations and the significance of effective communication in leadership. Tim shares personal insights on influential books and the lessons learned from his career, culminating in practical advice for leaders seeking to initiate change.TakeawaysCompanies with an involvement culture grow 3x faster.68% of employees are disengaged, with 17% actively disengaged.High trust cultures lead to 50% more productivity.Organizations should slow down change to allow employees to adapt."Freedom within a framework" empowers employees while maintaining consistency.Understanding the essence of company values is crucial for engagement.Authenticity and vulnerability foster trust in the workplace.Customer experience is impacted by employee engagement and trust.Resistance to change is a natural human response that needs to be managed. Activation is an invitation to change, not just management.Downsizing creates a trust gap among employees.Involvement of employees leads to better change outcomes.AUDIO Chapters01:08 Introduction02:15 Understanding Involvement Culture and Its Impact08:44 The Trust Gap & Importance of Trust in Organizations12:20 Confirmation of the Nordstrom Tire Story15:25 Human Connection and Customer Experience19:48 Navigating Resistance to Change24:00 The 7 Stages of Change and the 5 Stages of Grief28:00 Creativity and Culture Shift at GE32:35 Measuring ROI: The Importance of Trust Using…Science!35:15 Does It Hold Water? 43:04 Chip Shots🔗 Connect with Tim McCleary🌐 Website: The Involvement Practice📱 LinkedIn:  Tim McCleary🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on CX, AI, and business strategy.Marra CX HubVIDEOS ON THE PODCAST AND CLIPS CAN BE FOUND HERE! YouTube

In this conversation, Gary Marra and guest Chris Hood delve into the complexities of AI in customer experience. They discuss the hype surrounding AI technologies, the importance of critical thinking, and the need for businesses to prioritize customer needs over technology. They explore the historical context of AI, the risks of blindly following trends, and the gap between expectations and reality in AI capabilities. The discussion also touches on the implications of AI in healthcare and the importance of mindful implementation in business practices.TakeawaysAI is often overhyped, creating unrealistic expectations.Critical thinking is becoming a lost art and skillCustomer needs should drive technology adoption, not the other way around.There is a significant gap between AI's perceived and actual capabilities.Education about AI is crucial for both consumers and leaders.The risks of relying on AI without understanding its limitations are high.Historical context shows that AI is not a new concept but has evolved.Mindful use of AI can enhance customer experience if done correctly.Healthcare applications of AI show promise but require careful consideration.Leaders must ask customers how they want to engage with technology.00:00 Introduction 03:00 The Hype vs. Reality of AI07:12 Critical Thinking in the Age of AI09:49 Customer Obsession vs. Technology13:08 The Risks of Blindly Following AI Trends19:05 The Gap Between AI Expectations and Reality22:20 Mindful Uses of AI in Business25:40 Does It Hold Water? AI in Medicine/Healthcare31:30 Chip Shots🔗 Connect with Chris Hood📖 Book: Infailible - The Artificial Intelligence Ideology Reshaping Consumer Behavior🌐 Website: https://chrishood.com/📱 LinkedIn: https://www.linkedin.com/in/chrishood🐦 Twitter: @ChrisHood1🎧 Please Listen & Subscribe💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!👉 Follow Your Customer, Your Success for more insights on CX, AI, and business strategy.Marra CX HubYouTube

🎙 Guest: Sean Albertson – CX Consultant & Strategist, Keynote Speaker, and AuthorIn this conversation, Sean Albertson, Founder and CEO of CX4Rocks Consulting, Speaker, and Author, discusses the evolving landscape of customer experience (CX) and the challenges organizations face today. He emphasizes the growing expectations of customers, the decentralization of CX roles, and the importance of integrating technology effectively. Sean discusses the concept of combining personalization and customization to enhance customer service. He also shares insights on the future of contact centers with AI, the value of diverse experiences in career development, and lessons learned from past failures. In the "Does it Hold Water?" Gary challenges Sean with a quote about the impact of AI in 2025.TakeawaysDecentralization in CX can lead to a lack of accountability and silos within organizations.Technology should enhance human capabilities, not replace them.AI can significantly improve efficiency in contact centers by assisting agents.Situationalization allows for real-time, personalized customer support.Diverse experiences across departments enhance understanding and effectiveness in CX roles.High effort in customer interactions leads to disloyalty.Episode Timestamps00:03 - Introduction and welcome 00:53 - Guest introduction and background 01:24 - Discussion on why "being a customer today sucks" 03:21 - Analysis of decentralized CX approach challenges 05:07 - Discussion of silos in financial services 06:09 - Solutions and technology's role in improving CX 13:49 - Deep dive into effective technology use and "situationalization" 26:31 - "Does it Hold Water" segment: 2025 CX predictions 30:05 - "Chip Shots" segment: Book recommendations and career insights🔗 Connect with Sean Albertson:LinkedIn: Sean AlbertsonWebsite: Sean’s Website📌 Stay Connected with Gary Marra & Your Customer, Your SuccessBlog: Marra CX HubPodcast: Your Customer, Your SuccessLinkedIn: Gary MarraYouTube: Your Customer, Your Success YouTube

Show Notes – Episode 8 of Your Customer, Your Success with Katie StablerEpisode Title: Cultivating a CX Movement with Katie StablerHost: Gary MarraGuest: Katie Stabler, Founder of Cultivate Customer Experience by DesignIn this episode of Your Customer, Your Success, Gary Marra sits down with Katie Stabler, a passionate CX consultant, speaker, and author, to explore the power of customer experience and the principles behind building meaningful customer-driven relationships. Katie shares her unique journey from the non-profit sector to leading CX initiatives, emphasizing the importance of empathy, trust, and effective communication in enhancing customer satisfaction. They discuss the barriers companies face in improving CX, the critical role of leadership, and the necessity of fostering a culture that prioritizes customer-centricity. Katie also introduces her upcoming book, “CX-ism” which encapsulates her insights and strategies for transforming customer experiences across various industries. Additionally, Katie and Gary Marra discuss the transformative power of customer journey mapping in organizations, the evolving role of AI in customer experience, and Katie’s sensational 3 S’s of Customer Experience! This is such a great episode, I can’t wait to share it and hear your feedback! Such a great lively discussion with wall to wall insights, takeaways, and inspiration for customer focused professionals at any level! Key Topics Discussed:✅ Human-Centered CX: Katie explains how companies can cultivate strong customer relationships by prioritizing empathy, communication, and experience design.✅ Customer Experience vs. Customer Success: The importance of distinguishing and aligning both disciplines for long-term business impact.✅ CX Innovation & Experimentation: Why trying new approaches—just like trying new recipes—can elevate a brand’s customer experience.✅ Metrics & Measurement: How businesses should approach CX measurement without losing sight of real customer needs.✅ Katie’s Upcoming Book: A sneak peek into her latest work on customer experience strategy, “CX-ism”:Where to Find Katie Stabler:🔗 Website: cultivatecustomerexperience.com🔗 LinkedIn: Katie Stabler on LinkedIn🔗 Instagram: @customer_experience_cultivator🚀 COMING SOON: Join Katie’s book waitlist and stay updated on her latest insights in CX:https://www.cultivatecustomerexperience.com/cx-ism-the-philosophy-of-customer-experienceConnect with Gary Marra & Your Customer, Your Success📌 Podcast Website: Marra CX Hub or any of your Favorite Platforms!📌 LinkedIn: Gary MarraHere is the YouTube link to Your Customer, Your Success Podcasts:🔗 Your Customer, Your Success YouTube Channel📌 YouTube: gforce41 (This is my YouTube Golf & Gaming Channel) 💡 Enjoyed this episode? Don’t forget to subscribe, leave a review, and share it with your network!

E7: New Year, New Success: Kristi Faltorusso on Customer Success StrategyIn this episode of Your Customer, Your Success, host Gary Marra sits down with Kristi Faltorusso, Chief Customer Officer at ClientSuccess and a Top 25 thought leader in the customer success industry. With over 13 years of experience, Kristi has built and transformed world-class customer success teams. She shares her expert insights into the evolving role of CS, the recent challenges in the industry, and thoughts on moving forward. From leveraging AI and data to designing scalable strategies, Kristi explains how organizations can position themselves for success in 2025 and beyond. Whether you're a CS leader, a curious professional, or someone looking to refine your customer management approach, this episode is oozing with actionable advice and great discussion. Gary challenges Kristi during "Does it Hold Water?" with a conflicting opinion from Sales Teams, and Chip Shots features great advice and suggestions from Kristi. What You’ll Learn in This Episode:- The Fundamentals of Customer Success: What it is, why it matters, and how it differs from customer support. - The Role of the Customer Success Manager (CSM): Insights into their responsibilities as orchestrators of customer success. - Kristi’s Fitness Analogy for Customer Success: How achieving customer goals is like working with a personal trainer at the gym. - Key Challenges in 2024 and How to Tackle 2025: Kristi’s analysis of market shifts, innovation, and customer expectations. - The Importance of Ideal Customer Profiles (ICP): How to design an ICP that ensures customer success and minimizes effort. - Metrics That Matter: Kristi’s approach to avoiding “metrics myopia” and focusing on what truly impacts customer outcomes. - Success Probability Score: A framework Kristi developed to predict and improve customer outcomes. Additional Resources:- Connect with Kristi on LinkedIn: [Kristi Faltorusso](https://www.linkedin.com/in/kristifaltorusso) - Visit Kristi’s website: [KristiFaltorusso.com](https://www.kristifaltorusso.com) - Check out Kristi’s podcasts: She’s So Suite, CS and BS Unchurned, and Customer Success Hotline - Book Mentioned: Atomic Habits by James Clear Subscribe & Follow: Don’t miss an episode of Your Customer, Your Success! Subscribe on your favorite podcast platform and follow Gary Marra for more expert insights into customer success, customer experience, and leadership. **Join the Conversation:** What strategies are you using to improve customer success in 2025? Share your thoughts and connect with us on social media!

In this episode of Your Customer, Your Success, I’m joined by the dynamic Simona Costantini, founder and CEO of Volt Productions and host of the podcasts Happiness Happens and As It Relates to Podcasting. Simona shares her incredible journey from corporate marketing to launching her own podcast production agency and building a thriving business rooted in empathy, connection, and authenticity. Simona shares her insights on the importance of values in communication, building relationships, and the role of leadership in fostering a positive environment. The discussion also touches on the balance between listener feedback and creative direction, as well as personal growth and the challenges of leadership. Simona emphasizes the significance of self-awareness and empathy in leadership, and the impact of personal experiences on professional development.Chapters/TimelineIntroduction to Simona Costantini (0:00)Meet Simona and learn about her podcasting and entrepreneurial journey.The Parallels Between Podcasting and Customer Experience (6:00)How values, empathy, and connection create meaningful experiences.From Corporate to Entrepreneur: Simona’s Story (12:00)Simona shares her transition from a corporate career to starting Volt Productions.The Role of Leadership in Business Growth (18:30)Lessons in managing clients, leading a team, and staying aligned with your values.Balancing Listener Feedback and Creative Direction (24:00)Strategies for creating content that resonates while staying true to your vision.Practical Tips for Mindfulness and Success (31:15)Simona’s habits and routines for staying grounded and maintaining clarity."Does It Hold Water?" Segment with Simona (36:30)A thought-provoking discussion on Marcus Aurelius’s quote: “Very little is needed to make a happy life; it is all within yourself.”Rapid-Fire Insights and Recommendations (42:00)Simona shares her favorite book, lessons learned from failure, and daily habits for success.Closing Thoughts and Where to Find Simona (47:00)Simona shares her parting advice and invites listeners to connect with her.You can find Simona here:Website:https://www.voltproductions.coLinkedIn:https://www.linkedin.com/in/simona-costantini-25653a30/YouTube:www.youtube.com/@happinesshappenswithsimonaStay Connected with Your Customer, Your SuccessDon’t forget to subscribe, rate, and review the podcast on your favorite platform!Follow Gary Marra on LinkedIn and check out www.marracxhub.com for more insights into customer experience and success.Upcoming EpisodesStay tuned for future episodes featuring guests from the world of customer experience, customer success management, and career coaching. Exciting conversations are ahead to help you thrive in your professional journey.

Thought Leadership and Personal Branding with Kelly SchuknechtEpisode SummaryIn this episode of Your Customer, Your Success, host Gary Marra chats with Kelly Schuknecht, Chief Elevation Officer of Two Mile High Marketing and host of the Beyond the Bestseller podcast. They explore the intersection of thought leadership, personal branding, and career success. Kelly shares actionable strategies to help listeners elevate their professional presence, attract ideal audiences, and overcome the challenges of getting started.Episode Timeline00:32   Meet Kelly SchuknechtKelly shares her professional background and journey to starting her marketing agency, Two Mile High Marketing, insights into her podcast, Beyond the Bestseller, and her mission to elevate professional women thought leaders.02:49 The Power of Thought LeadershipKelly explains how she leveraged thought leadership strategies in her corporate roles and for her clients.05:53 Overcoming Barriers to Personal BrandingKelly shares her initial discomfort with creating content and how she overcame imposter syndrome.10:20   Identifying Your Ideal AudienceThe importance of knowing your audience and tailoring your message to their needs.13:02   Personas and Targeted MessagingDiscussion on building personas and why narrowing your focus can lead to greater success with an example of a client (a virtual CFO for law firms) who refined their audience and saw significant results.18:34  Thought Leadership in PracticeWhy writing a book or producing content isn’t the end goal—it’s about reaching and connecting with the right audience.23:39   “Does It Hold Water?” Segment25:49   Chips Shots Questions Kelly shares two game-changing resources:Getting Things Done by David Allen for organizing tasks and reducing stress.Miracle Morning by Hal Elrod for setting a positive tone through morning routines. Resources MentionedGetting Things Done by David AllenMiracle Morning by Hal ElrodConnect with Kelly SchuknechtLinkedIn: Kelly SchuknechtWebsite: kellyschuknecht.comAgency: Two Mile High MarketingPodcast: Beyond The Bestseller PodcastStay Connected with Your Customer, Your SuccessDon’t forget to subscribe, rate, and review the podcast on your favorite platform!Follow Gary Marra on LinkedIn and check out Marra CX Hub for more insights into customer experience and success.Upcoming EpisodesStay tuned for future episodes featuring guests from the world of customer experience, customer success management, and career coaching. Exciting conversations are ahead to help you thrive in your professional journey.

Welcome back to Your Customer, Your Success, where we dive into customer experience, success management, leadership, and employee engagement. In this episode, Gary Marra sits down with the inspiring Caroline Baird, an HR Executive and Consultant, a Reinvention Coach,  Event Speaker, and host of the Today's Balance Leader podcast.With over 30 years of experience, including a decade as the Director of Human Resources at PetSmart, Caroline shares her insights into leading with authenticity, navigating change, and empowering employees to thrive. Her career journey is a testament to the power of adaptability and reinvention, making this episode a must-listen for leaders, HR professionals, and anyone looking to elevate their personal and professional success.Chapters:[00:00:01] Welcome and Introduction[00:02:12] The Importance of Employee Engagement[00:05:31] A PetSmart Success Story[00:10:06] Adaptive Leadership: What It Is and Why It Matters[00:17:34] Managing Stress and Overwhelm in the Workplace[00:21:20] The Courage to Reinvent Yourself[00:26:12] Leadership Lessons: From Confidence to Listening[00:28:40] Unconventional Career Lessons[00:29:44] Habits for Success: Gratitude and MindfulnessConnect with Caroline Baird:Website:            carolinebaird.comLinkedIn:           Caroline Baird on LinkedInInstagram:       Caroline Baird on InstagramYouTube:          Caroline Baird on YouTubePodcast:            Today's Balance Leader (available on major platforms)Caroline also offers free 30-minute clarity calls to help you tackle a leadership challenge or find clarity on your path. Visit her website for more details and resources.About Your Host:Gary Marra is a customer-centric executive with over 25 years of experience in customer success and leadership. He is the creator of the Your Customer, Your Success podcast and founder of Marra CX Hub, where he explores the intersections of business, customer experience, and leadership.Stay Connected with the Podcast:Subscribe to Your Customer, Your Success on your favorite platform.Follow Gary on LinkedIn:  Gary Marra on LinkedInCheck out Gary’s website and blog:  Marra CX HubIf you enjoyed this episode, please leave a review and share it with your network!

Welcome to Episode 3 of Your Customer, Your SuccessIn this episode, we explore the intersection of financial planning, customer focus, and personal empowerment with special guest Samanda Morales. Samanda is the founder and owner of WellFin 360, an independent, fee-only financial planning and investment advisory firm. With over 20 years of experience in financial services, she’s passionate about helping first-time wealth builders and small business owners establish a solid financial foundation.Samanda shares her personal journey from limited financial resources to becoming a financial coach and planner, emphasizing the need for financial literacy, especially for early career professionals and first-time wealth builders. They discuss barriers to seeking financial advice, the importance of customized financial solutions, and the impact of financial compatibility in relationships. The conversation also highlights the significance of instilling good financial habits and the differences between financial coaching and planning.TakeawaysWellFin 360 focuses on empowering first-time wealth builders.Samantha's personal story shaped her perspective on finance.Many Americans lack basic financial literacy and resources.Financial planning is essential for long-term success.People often believe they need wealth to seek financial advice.Financial compatibility is crucial in relationships.Small, consistent savings can lead to significant growth.Financial coaching emphasizes behavioral change and education.Understanding the difference between coaching and planningChapters01:31 Samantha's Financial Journey06:53 The Importance of Financial Planning10:00 Barriers to Seeking Financial Advice14:52 Customizing Financial Solutions19:14 Financial Compatibility in Relationships21:51 Lessons from Financial Habits27:55 The Need for Financial Literacy - Education30:32 Financial Coaching vs. Financial PlanningYour Customer, Your Success on YouTube, check us out!https://www.youtube.com/@YourCustomerYourSuccessPodcastMarra CX Hub:https://marracxhub.com/Samanda Morales Contact Links:https://wellfin360.com/https://www.linkedin.com/in/samanda-morales-afc%C2%AE-cpfwc-cfei-91579030/

In this episode, Gary Marra speaks with Natasha Evans, a supporter experience lead, about the unique aspects of customer experience in the charity sector. Natasha shares her journey from retail to charity work, emphasizing the importance of creating memorable experiences for donors. They discuss the challenges of building loyalty, the significance of buy-in for CX programs, and the role of technology in enhancing supporter experiences. Natasha also highlights the importance of relationship building and shares valuable advice for success in the field.Key Takeaways:Customer experience in charities is about building trust and satisfaction.Loyalty in the charity sector is driven by commitment, satisfaction, and trust.Technology is transforming the charity sector's approach to CX.Understanding donor motivations is key to improving experiences.Buy-in for CX programs requires enthusiasm backed by evidence.The power of moments framework can enhance supporter experiences.Celebrating achievements is crucial for morale and motivation.Tailoring support to individuals can lead to better outcomes.Chapters00:00 Introduction to Donor Experience03:02 Natasha's Journey in Customer Experience05:58 Unique Aspects of Charity Customer Experience09:06 Building Loyalty in the Charity Sector11:59 The Challenge of Buy-In for CX Programs18:10 "Short Game-Chip Shots" Questions21:51 Lessons from Early Career Experiences24:47 Building Relationships for Success27:11 Final Advice and Closing ThoughtsNatasha on LinkedIn:https://www.linkedin.com/in/natasha-evans-b0895732/