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Betsy Westhafer and Tony Bodoh
REALLY Know Your Customer
Growing the company. It’s the CEO’s #1 priority. And yet oftentimes a gap exists between the strategies of the CEO and the demands of customers. This strategic gap slows growth and erodes your competitive edge while exposing your organization to unnecessary risks. By gaining a deep awareness and understanding of this chasm, CEOs can lead the charge to align the strategy, promises and experience to gain customer loyalty and advocacy and eliminate the friction that can open the door for a mass exodus to the competitor.If you’re in the C-Suite and concerned about the growth and velocity of your company, REALLY Know Your Customer is the podcast for you. Let Betsy Westhafer and Tony Bodoh be your guides to show you how to close the strategic gap that exists between your company and your customers. With insights from experienced executive-level guests, this podcast will change the way you think as a leader and will challenge your views on how to build a winning strategy supported by operations and tactics that leverage your key customer relationships. Betsy Westhafer is a best selling author, speaker, and the CEO of The Congruity Group, a consultancy helping B2B C-Suites expand trusted customer relationships so they can ensure the future of their high-growth organizations. Through the deployment of executive-level Customer Advisory Boards, Betsy helps Congruity clients gain the critical insights they need to mitigate the risks associated with: client attrition and market share loss, ineffective strategies and business models, reputation damage from dissatisfied customers, industry disruption, misaligned business models, irrelevance in the market, and counterproductive organizational dynamics. Throughout her career, Betsy has led confidential C-Suite conversations around the world, including in the US, Europe, Latin America and the Middle East, diving into customer perception gaps, market trends, and innovation. She helps clients uncover insights into where customers need them to be in order to achieve mutual success, all while strengthening key customer relationships to minimize the gap between their own strategies and the strategies of their customers. Tony Bodoh is an expert in human experience. He is the CEO of the customer experience consultancy, Tony Bodoh International, and has co-founded four other companies. He works with startups and world-renowned brands to align their strategies, promises, and experiences which enables accelerated customer acquisition and significant improvements in customer retention. Three of his books have been on more than twenty of Amazon’s Best Seller lists, and his training programs are used across the Americas, Europe and Asia. Tony balances the ability to invent new forms of data analysis to discover insights with his ability to coach leaders through the transformation of their mindsets and the culture of their organizations. Drawing on the experiences of top-level (C-Suite) executives who have cracked the code when it comes to leveraging customer relationships to align their brand’s strategy, promises, and experiences, this podcast will challenge you and provoke new thinking. Learn from the best practices and biggest mistakes of high-level, knowledgeable, confident, and experienced C-Suite guests. Hang out with the best and brightest to accelerate your organization’s growth. Let us help you explore new ways to nurture those key customer relationships so you can continue your high-growth trajectory and build your customer base into the future. In this quickly evolving business environment, you could be a high-growth company today and gone tomorrow. Disruption is a given and no organization is immune. The market is so dynamic that relying on the status quo is a recipe for extinction. The best way to ensure sustainability is to deeply understand what your customers need, want, and expect from your organization today and in the future. Join Betsy Westhafer and Tony Bodoh and their guest experts here on REALLY Know Your Customer. We are here to help.
September 20, 2021
Season #1, Episode #35: Understanding Customer Expectations With Nicole Glenn
Nicole Glenn joins the podcast to describe her career path from the retail industry to a passionate entrepreneur and owner of Candor Expedite, a top woman-owned business in the transportation industry. Though Nicole shares that she never felt ready to be an entrepreneur, she has truly found her passion creating positive customer experiences and an engaging company culture that includes everything from happy hours to badass thank you cards and messages. Did we mention Candor Expedite has also doubled their growth in 2021? Listen in as Nicole talks about the importance of understanding customer expectations.
August 30, 2021
Customer Centricity And Jobs To Be Done With Jay Haynes
Join us for a conversation with Jay Haynes, CEO of thrv, the first and only jobs-to-be-done product management software, which is based upon the foundational work of Clayton Christensen. At the heart of everything Jay and thrv do, is customer centricity. As humans, our goals don’t change over time. For example, the need to get from point A to point B. It’s how we use technology to accomplish the steps in between that has changed.B2B companies love to chase technology: AI, blockchain, APIs, but from Jay’s perspective, customers don’t care about the technology. They only care if the technology helps get the job done faster. Think about maps. In a very short time, we’ve gone from paper maps, to GPS, to a free phone app to get us from point A to point B. If your product takes more than pushing a button to get the job done, you should constantly ask why because you could be delivering a bad customer experience. This simple example demonstrates really knowing your customer and what they are struggling with on a daily basis.Jay also touches on moving away from the model of “shareholders over everything else” in an effort to be more customer centric, allowing customers to develop their product roadmap.
August 23, 2021
How One Company Is Changing The Customer Experience In A $200B Industry With Ed Vincent
Meet Ed Vincent, founder of festivalPass, the world's first live events subscription service across music, film, food and wine, sports, theater, tech innovation and more. Betsy Westhafer and Tony Bodoh excitedly talk about how this model changes customer experience! For a long time, concert-goers and show-watchers have been trained to be subject to crazy convenience fees and surcharges for each performance. But now, users can enjoy thousands of events locally and globally for one monthly fee.Ed talks about the desire to build a community around the $200B live event industry to make things easy, social and frictionless for his customers. While data is a huge part of their business, his approach is not something we’ve discussed on the podcast before. Ed covers four fundamentals needed to really make a marketplace successful:Root vs global densityHetero vs. homogeneous inventoryInverse Volume Price (1 high/1 low)Reason to come backHe is also generous enough to share his untraditional methods to raise capital.What does this all mean and how can it help grow your business? Listen to find out more!
August 16, 2021
Chatbots With Brains With Peter Voss
We’ve all been there. The aggravation of calling into a customer service line with a problem that you have to explain over and over again, wasting your time and energy. Even nice humans like Betsy and Tony see red during these interactions. Enter Peter Voss and AIGO. From a garage to a company of over 400 people, Peter has seen it all (and researched it all) over the past 20 years of his career in AI. AIGO is committed to creating chatbots with brains and bringing hyper-personalization into the world of AI. Think about having a dedicated concierge service that actually remembers you and any previous interactions you’ve had with them. How much time would you save as a customer? What if your organization had technology like this for your customers to deliver a better brand experience? For Peter, the answers to these questions lie in the technology at AIGO. This episode is for tech geeks and customer-focused execs alike - listen now!
July 26, 2021
Nurturing Human Connection During The Rise Of Automation With Lucas Liu
Lucas is the Co-Founder and CEO of INFI, a tech company that specializes in mobile apps, point-of-sale kiosks, and marketing services for QSR & Franchises. Lucas joined the hospitality industry in the most unexpected way – through a karaoke bar! Over the next several years, he found a way to combine two of his biggest passions of engineering and restaurants by forming INFI, where he and the INFI team could improve digitalization in the restaurant industry.The customer and the customer’s customers are at the heart of everything Lucas works on. Whether it’s mom and pop restaurants or larger franchises, most restaurants have similar opportunities and challenges. They need to be busy. They need a website presence. They need favorable reviews. Restaurants should position themselves to be Key Opinion Leaders (KOL) or local influencers if they do everything right.Lucas and INFI believe restaurants should stay focused on human elements, which includes creating great food and drinks and keeping customers coming back. If you’re looking for ways to become more than a transactional provider, this episode is a must-listen.
July 6, 2021
Top-Down Strategic Customer Success With Kim Moceri
In this episode, Betsy and Tony chat with Kim Moceri, Operating Partner at Francisco Partners. Kim starts off by explaining her career path, which includes taking a tactical support organization to a consultative business focused on the customers’ outcomes. In Kim’s current role, she is responsible for getting her 50-60 portfolio companies to understand the impact of strategic customer success. To get to the core, each company’s focus must be top-down and outside-in. Lastly, Kim focuses on the difference between customer success (i.e., realizing business outcomes) and account management (tactical aspects, such as customer renewals).
June 1, 2021
A Look Back And A Look Ahead With Betsy Westhafer And Tony Bodoh
Listen into this episode with two brand new guests – Betsy and Tony! As two CEOs, they dive into what has driven their careers and businesses forward. Tony’s business focuses on a bottom-up approach and Betsy’s business focuses on a top-down approach. They meet somewhere in the middle to discuss how to better engage with customers. They also explore predictions for the next 3-5 years as it relates to CEO behaviors and strategies. Don’t miss this episode of the REALLY Know Your Customer Podcast!
May 17, 2021
The #1 Way To Grow Your Business With Kristy Knichel
Business growth is unattainable if you don’t engage with the very people that drive it: the customers. Kristy Knichel is a 24-year veteran of the transportation and logistics industry who understands that listening to your customers is the number one way to grow your business. She is the CEO of Knichel Logistics, a WBENC-Certified Business Enterprise (national certification for women-owned businesses) with serious growth goals in the next three to five years. In this episode, she joins Betsy Westhafer and Tony Bodoh to share some customer engagement strategies that can drive your business to the next level. Kristy’s ability to roll up her sleeves during times of turmoil (such as the pandemic) has led to stronger engagement in Knichel’s workforce and within her customer base. Join her in this conversation to learn how she did that and more!
April 19, 2021
The Transformation From Customer Service To GigCX With CEO Roger Beadle
In this episode, Tony and Betsy speak with Roger Beadle, CEO and co-founder of Limitless Technology, a customer experience business dedicated to changing the way you view the traditional customer service model. Roger explains the GigCX model and the benefits of this crowd-sourcing technology that will make any CEO rethink their existing customer service roadmap.
March 8, 2021
The Business Case For Loving And Caring For Your Customers With John Boggs
Many business leaders have shifted to thinking about their teams as their customers, but that wasn’t always the case in the past. John Boggs ensures that in order to know his customers he knows his team and treats them with love and care. John is the CEO of the Brave Thinking Institute and the Director of its Business and Leadership Division. In this conversation with Betsy Westhafer and Tony Bodoh, he shares how as a leader he models behavior to help his team really embody their company’s values and deliver excellent customer experience. This conversation contains a great deal of essential information that business leaders need to know as a large portion of corporate America has been thrust into the virtual environment.
November 16, 2020
How Customer Success Is Executed In Private Equity With Sirous Wadia
One of the greatest indicators of a prosperous business is its customer success. How do you bring that into private equity? In this exciting episode, Betsy Westhafer and Tony Bodoh sit down with Sirous Wadia, the Practice Director, Customer Success at K1 Capital, to discuss that answer. Sirous talks about his career path and gives listeners a view into private equity and its relationship with portfolio companies. He also discusses how the COVID-19 pandemic has impacted K1 and the overall SaaS industry — how COVID has accelerated it and what kinds of shifts they are making for portfolio companies. Sirous then taps into what separates successful and unsuccessful B2B SaaS companies, especially as the future remains uncertain.
November 2, 2020
Evolving AI For Customers With Matt Coatney
Two powerful trends are disrupting almost every industry – artificial intelligence and the freelance economy. Coming from obscure beginnings some decades ago, they have since evolved and are now braced to change business as we know it for good. Straddling on both these revolutionary trends is Matt Coatney, a C-level technology executive, award-winning author and keynote speaker. In his book, The Human Cloud, he writes about how these two forces are making inroads in changing the world of work forever. Joining Tony Bodoh and Betsy Westhafer in this episode, he gives us a history lesson about the evolution of AI and how it is now being built into industries such as sales and marketing. Apart from being a thought leader in disruptive technologies, Matt is also a visionary who sees wonderful possibilities for AI in enhancing human capabilities, as well as the need for a change in the way we teach our children to prepare them for the beckoning future.
September 14, 2020
Getting To The Root Cause In Customer Experience Analytics With Sid Banerjee
Companies and leaders who really want to listen to their customers put the technologies in place to do so, especially large companies. They listen to millions of people every single day or week and then derive information that will guide them in rapidly innovating and improving how their organization engages with customers or change the product or the services that they provide. In this episode, Sid Banerjee, the Executive Vice Chairman, Founder, and Chief Strategy Officer of Clarabridge, joins Betsy Westhafer and Tony Bodoh to discuss customer experience analytics. By applying data analysis to unstructured information, businesses are more responsive to their customers and can build better relationships with them. Want to discover how you can improve every aspect of your customer’s experience? Stay tuned to this episode.
September 8, 2020
How To Have An Agile Mindset When Listening To The Customer with Scott Miller
In this episode, Scott Miller, Head of Thought Leadership at FranklinCovey, joins Betsy Westhafer and Tony Bodoh as they discuss how FranklinCovey reshaped itself based on the minds of their customers and why it’s important to have an agile mindset when listening to your customer. Scott shares his journey throughout the years and the multiple roles he’s playing aside from his day job at FranklinCovey. They talk about the difficulties companies have viewing themselves accurately versus through the eyes of their customers and the mindset you need to have as part of the leadership team to understand your customer. Learn the importance of having thought leadership to anticipate any disruption and stay ahead of the curve.
August 31, 2020
Patient Demand Advanced Healthcare By 35 Years In 7 Days With Tanya Mack
Technology has allowed healthcare to make great strides in providing health services to people no matter where they are located. Telehealth is now making that massive shift happen in healthcare in 2020. The person leading the way, in many ways, has been , the President of . In this episode, she joins hosts Betsy Westhafer and Tony Bodoh to share her story and discuss what telehealth and telemedicine are all about. How did the telehealth market change? What were the early mistakes in defining potential customers and a marketing strategy? How do we overcome telehealth limitations that have held the industry back 30 years? How can telehealth experiences determine patient loyalty? Tanya answers these questions and more, taking us into the challenges telehealth still has to overcome, how she is educating patients, providers, and payers about telemedicine, and what keeps her up at night in telehealth.
August 24, 2020
What It Means To Be An Extension Of Your Customer’s Brand With Jason Chan
As consumers themselves, entrepreneurs know the good stuff from the bad. They’ve been in their customers’ shoes and know the struggles they’re going through. For Jason Chan, understanding the customer has always come naturally. He picks up on what’s out there, sees the opportunities, and goes for it. Jason is Rakuten Super Logistics’ VP of Sales and Marketing where he directs the company’s sales & marketing functions to grow its market share and drive revenue. On today’s podcast, he joins Betsy Westhafer and Tony Bodoh to share the top three things he looks for to really know his customer. They also dive into being an extension of a brand, testing the user experience, and much more.
August 17, 2020
Developing Clients For Life With Ivy Slater
In our careers, in some way or another, we are all serving clients. Unfortunately, far too few develop the necessary skills and strategies to develop and keep those clients for life. Ivy Slater joins Betsy Westhafer and Tony Bodoh on today’s podcast to share how you can develop clients for life and discusses the importance of listening to your client with more than just your ears. A professionally certified business coach, speaker, bestselling author, podcast host, and entrepreneur, Ivy is an expert at cultivating and facilitating relationships that are the hallmark of any successful business. Don’t miss this episode to discover Ivy’s story of a lifelong client, why asking questions is essential, and what creates real opportunities with clients to grow sales.
August 10, 2020
Understanding What Your Customer Wants At Their Core With Tracy Hazzard
Building trust with clients is hard enough in any business, but it can be a little bit tougher when you’re working with a broad spectrum of clients. Few businesses deal with a broader clientele than Tracy Hazzard’s business does. As the co-founder and CEO of Brandcasters, Inc., the largest podcast post-production company in the US, Tracy deals with people from widely varying backgrounds every day. She has honed the skill of getting to know a very diverse set of customers as her company scaled from serving 12 clients to now more than 400 clients. Her Podetize method and platform takes knowing the customer to a whole new level by understanding what they really want and creating a personal touch for them right from the beginning. She joins Betsy Westhafer and Tony Bodoh in a conversation about building trust, the podcast industry, the transformational economy and more. Learn why she considers trust building a predominant strategy and see how this model might be a good fit for your own business.
August 3, 2020
Today Value Is Created Through The Customer’s Transformation with Betsy Westhafer and Tony Bodoh
The COVID-19 crisis has nudged businesses worldwide to pivot, not only with the pandemic itself but with the changing nature of the economy. As we enter the new decade, we usher in a new economic paradigm – a transformational economy where value creation is most seen in customer transformation. This is an economy where the foundational tenets of client relationships become even more critical to business success. Betsy Westhafer and Tony Bodoh talk at length about these transformations in their book, ProphetAbility. In this episode, they evaluate what they have learned since the book’s publication in terms of the salient topics that entrepreneurs have to consider during this era of change: building client relationships, working with a client advisory board, acting on customer feedback, and closing the loop.
July 27, 2020
My Ideal Customer Is The One Who I Can Make Successful With Ross G.D. Fulton
Making sure you’re delivering value to your customer means knowing who your ideal customer is. In this episode, Betsy Westhafer and Tony Bodoh talk to Ross G.D. Fulton about the ideal customer and the increase of blending customer success and customer experience for value creation. Ross is the Founder and CEO of Valuize, a company that helps B2B software companies retain and expand their customers and revenue at scale. Ross discusses the four phases of the customer life cycle and the biggest challenge about understanding value for B2B software companies. He also touches on how tech companies convert from perpetual licensing to the subscription model and the importance of alignment between the customer success and product teams.