As the buying process continues to modernize overtime, it can no longer be denied that customer experience can completely determine business success, but for too long, the practical applications of this notion have remained elusive. Our mission is to change that. The Buyer Narrative Podcast is brought to you by the Kingman Consulting Group, a management consulting firm that specializes in helping organizations understand their customers in order to facilitate experiences that drive brand loyalty and growth. Through this podcast, we will share practical advice on how you can do the same.
S2:E8: How to Use Content to Improve the B2B Customer Journey
37:22In this episode of the Buyer Narrative, I sat down with Camille Trent, Managing Editor at MarketerHire, to talk about how B2B brands can use the right content to improve the customer journey. Learn how to: Add human emotion to B2B marketing. Align your message to the heart of what customers value. Tap into existing customers can help you drive your content strategy. Use content to drive further engagement and activation for current customers. And so much more! To learn more from Camille, follow her on LinkedIn @ https://www.linkedin.com/in/camillehansentrent/ --- Send in a voice message: https://anchor.fm/kingmanconsulting/message
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S2:E6: How to Promote Self-Service
30:20In this episode of the Buyer Narrative, I sat down with Cary Cusumano, CX Design Strategist with Verizon Enterprise Solutions, to talk about how brands can use self-service to both improve experiences and deliver ROI. You'll Learn: How to use unstructured analysis to get to the heart of customer issues. Ways to draw insights from employees about how to improve operations. Steps to building self-service into your experiences. And so much more! To learn more about Cary, connect with him on LinkedIn @ https://www.linkedin.com/in/cary-cusumano-cx-doer/. --- Send in a voice message: https://anchor.fm/kingmanconsulting/message
S2:E5: How Loss Aversion Impacts Consumer Behavior
11:16In this episode of the Buyer Narrative, I talk about a recent customer service interaction I had and how it alludes to the powerful impact of loss aversion on consumer behavior. --- Send in a voice message: https://anchor.fm/kingmanconsulting/message
S2:E4: How to Use Customer Insights to Drive Change
34:39In this episode of the Buyer Narrative, I sat down with Bonnie Chatterjee, Head of Customer Experience for GitHub, to talk about what she has learned about using customer insights to improve the way GitHub does business. You'll Learn: - How to Get Started With CX - How to Generate Value Out of Customer Journeys - Practical Ways to Think About Experience Measurement - And so much more! To learn more about Bonnie, follow her on LinkedIn @ https://www.linkedin.com/in/barnalic/ and check out her blog @ https://www.nextbonnie.com/. --- Send in a voice message: https://anchor.fm/kingmanconsulting/message
S2:E3: How to Use Customer Experience to Innovate
26:59In this episode of the Buyer Narrative, I sat down with Shelly Chandler, VP of Customer Experience for American Tire Distributors, to discuss how her team has been able to begin using customer experiences to drive innovation and differentiate their brand. -- Tune In to Learn: What it Takes To Drive Adoption of Customer Focus. Where to Start When Building Your Customer Experience Program. How to Move Beyond Survey Metrics Alone. Ways to Use Data to Build Predictive Analytics. And so much more! -- Learn more from Shelly follow her on LinkedIn @ https://www.linkedin.com/in/shelly-chandler-ccxp-887a254/. You can also find a lot of free resources through the Customer Experience Professionals Association @ https://www.cxpa.org/ --- Send in a voice message: https://anchor.fm/kingmanconsulting/message
S2:E2: Sales Success Is All About Listening
29:18In this episode of the Buyer Narrative, I sat down with Larry Long Jr., sales leader and motivator, to talk about how to improve sales team performance by building the right foundation. Learn how to: Get to the heart of what prospects are really thinking. Avoid wasting time on dead-ends. Get the attention of your target prospects. Build a sales team that delivers consistent results. To learn more from Larry, follow him on LinkedIn @ https://www.linkedin.com/in/longjr7/. --- Send in a voice message: https://anchor.fm/kingmanconsulting/message
S2:E1: Generating Demand in B2B SaaS
22:24In this episode of the Buyer Narrative, I sat down with Breezy Beaumont, a leader in growth marketing and demand generation, to discuss how marketers can leverage a human-centered approach to drive demand for their products. We'll Dive Into How the role of marketing changes as start-ups grow. How to leverage customer feedback to improve your marketing. Best practices for building a community for your B2B brand. The biggest pipeline opportunity for B2B brands. To learn more from Breezy, follow her on Linkedin @ https://www.linkedin.com/in/breezybeaumont. --- Send in a voice message: https://anchor.fm/kingmanconsulting/message
S1:E17: What is The Value of Customer Surveys?
13:59In this episode of the Buyer Narrative, I'll discuss the debate over the validity of customer surveys and explain how to best leverage them for actionable insights. *Podcast Update* Please note that starting 2/17, the show will move to an every other week cadence. --- Send in a voice message: https://anchor.fm/kingmanconsulting/message