The experience of being a customer has changed rapidly just over the past few decades. But while the customer experience has changed, has it improved? Is there room for further improvement?

Today’s guest is Ian Moyse of Natterbox. He joins the podcast today to talk about disruptions in the customer experience, how customer experience is changing, and why it matters. Listen in to hear what Ian has to say about where this kind of disruption has the biggest impact, how buyer personas can improve the customer experience, and how customer experience impacts revenue and customer loyalty.

Episode Highlights:

• How disruptors are changing the customer experience
• Where disruption is having the biggest impact
• When consumers prefer to interact with a human rather than a machine
• Using buyer personas to optimize the customer experience
• When it’s important to communicate via phone rather than email or chat
• Analyzing how customer experience impacts loyalty and revenue

Resources:

Ian Moyse

Ian on Twitter

Natterbox

You may recognize today’s guest from previous episodes of this podcast. Max Altschuler is the CEO and Founder of SalesHacker Inc. and the VP of Marketing at Outreach.io. Max is also one of the co-authors of a new book, Sales Engagement: How The World's Fastest Growing Companies are Modernizing Sales Through Humanization at Scale 1st Edition

In today’s conversation, Max talks about his new book, what inspired him to get involved with it, and what teachings in the book are most useful for sales professionals. Listen in to hear Max’s ideas on how sales and marketing to work together, how to use sales engagement strategies in closing, and what Max sees changing in the near future.

Episode Highlights:

• What made Max decide to get involved with this new book
• What teachings in the book are most impactful for sales professionals trying to start and close conversations with people they don’t know
• Max’s definition of sales engagement
• Which channels sales can use to better coordinate with marketing
• How do sales methods of advancing prospects in the pipeline align with marketing
• How sales engagement principles can be applicable to closing
• Changes in how CRMs are being used
• What Max sees changing in 2020

Resources:

Max Altschuler

SalesHacker Inc.

Outreach

Sales Engagement: How The World's Fastest Growing Companies are Modernizing Sales Through Humanization at Scale