CXplorers Podcast: Recent Episodes
Elan Maynez
We’ll explore HOW to deliver amazing customer onboarding experiences, as well as actionable tips and strategies that you can implement in your day to day to become a more effective Customer Onboarding Manager (COM).
Do you already know the secrets of onboarding enterprise clients?
If so, feel free to skip this episode haha
On a real note: we are joined by special rockstar guest, Mark Lees! He is the Enterprise Customer Experience Manager here at GuideCX. He shares his secrets to successfully connect with his clients and start on the right foot.
We also learn from Mark what common hurdles most enterprise clients encounter during their onboarding process and more importantly - HOW to overcome those hurdles!
Connect with Mark Lees
Connect with Elan Maynez
Learn more about GuideCX and get a giftcard!
We are joined by the highly esteemed Matthew Davidson, Director of SMB Onboarding at GuideCX.
We learn from him about the current state of onboarding is and what the future is. Spoiler Alert: it's feature-focused.
Give it a quick listen to learn more about why you should future-proof your onboarding process and what you can do to re-vamp your current onboarding process!
Connect w/ Matthew Davidson on LinkedIn
Connect w/ Elan Maynez on LinkedInGet a lil demo-roo-ski of GuideCX
In Episode 6, we learn from John Webb, the Director of Onboarding at BlueIQ.
He shares his love of golf, mario party games, pizza, and of course, customer onboarding.
In this episode we learn how onboarding processes have a shelf life and what we can do to prolong and renew them!
John shares his pro-tips that you can implement sooner than later. For example, You need to get customer data, analyze it, and then apply it.
Come for the tips, stay for the laughs.
Connect with John Webb on LinkedIn
Connect with Elan Maynez on LinkedIn
In Episode 5 we explore 3 different psychological effects that can help us provide EVEN BETTER customer onboarding experiences!
First, we dive into why we need to identify pain points in our onboarding experience. Using the Peak-End rule helps us understand why we can’t be ok with ok onboarding. We need to shoot for the stars!
Next, we learn about the Endowment effect and different ways we can utilize that to craft a memorable experience.
Finally, we explore the self-reference effect and learn why personalization matters so much in customer onboarding.
PS I hate the word implementation. Let’s get rid of it.
Learn about more about GuideCX
Connect with Elan on Linkedin
Resources:
Study by Deloitte Digital
More on the Peak-End Rule
More about the Endowment Effect
More on the Self-Reference Effect
Study of the Self-Reference Effect
In Episode 4 we explore what the unboxing phenomenon is in ecommerce. We learn why it’s so important both within ecommerce and SAAS. Finally we explore several concrete ways you can turn your customer onboarding experience into a customer unboxing experience.
Learn about more about GuideCX
Connect with Elan on LinkedIn
Resources:
Study on Impulsive Buying, Your Brain, and Attractive packaging
Katy Perry unboxing Kim K sunglasses
The Apple Unboxing Experience
In Episode 3 we learn from Peter Ord, Founder and CEO of GuideCX, how first impressions make or break your business. We learn why they matter in business and how to make a solid first impression that lasts.
In this segment: The Neuroscience of Onboarding we dive into the science behind today's topic: First Impressions! Did you know it takes 8 subsequent POSITIVE events after a negative first impression to make it a good first impression???
We might even sing "A Whole New World" for you. Stay tuned ;)
Connect with Peter Ord on Linkedin
Connect with Elan on Linkedin
Learn about more about GuideCX
Cited Sources:
Study done on how fast first impressions are made
Harvard & NYU Study on First Impressions
Study on 8 subsequent meetings
In Episode 2 we learn from Mark Mitchell, Director of Customer Experience at GuideCX, what onboarding new customers and directing air traffic have in common.
He explains what the ATC call is and why it’s so valuable in onboarding.
Not only that, but he shares HOW to implement the ATC call in your own onboarding experiences.
Connect with Mark Mitchell on Linkedin
Connect with Elan on Linkedin
Learn about more about GuideCX
Cited Sources:
- Hubspot's study on onboarding2.You lose your taste when you fly fact3. Download the Rat Shield app if you have rat problems too. Be warned, it's only available for android!
In Episode 1 I introduce myself and why I'm in love with all things CX.
We explore how CX has changed in the last few years and how it can become YOUR competitive advantage in today's saturated market.
I share personal examples and stories of Good, Bad, and Ugly CX experiences.
We explore some actionable items on how to improve your CX. I give some tips to leaders and some tips to project managers.
Connect with me on Linkedin
Cited Sources:
Stats about businesses and how many SAAS Applications they use