In The Know - A Dispatch Podcast

Show Guest: Samara Toole, CMO of California Closets About Samara: She was brought on as a CMO to manage the brand and customer acquisition strategies and in this role she oversees customer marketing, creative, and content development to fuel the website, showroom, sales & training at California Closets. In this current time, she is focused on the customer more than ever and driving tactics like free virtual design consultations to continue to support customers from the comfort of their homes.

#27 Kelsey Stuart, CEO of Bloomin' Blinds by Dispatch

#26 Mark Kovich, CEO of Essential Cabinet Group by Dispatch

We’re thrilled today to welcome Tauris McBride, the CEO and Founder of HVAC Tutor - a modern way of training HVAC contractors about new practices, policies, and methods. HVAC Tutor - which you can find at tauristech.org - specializes in New York City Refrigeration License Exam Preparation, and New York City refrigeration operating engineer courses that go into heat, pressure, evaporators, compressors, and many other important areas in HVAC. The course is broken up into 3 sections, ending with a written and practical test prep at the end and Tauris has taught hundreds of HVAC professionals all the way from Fortune 500 companies, to individual technicians - Tauris Mcbride, how are you doing? In today’s episode, Dispatch CEO, Avi Goldberg sits down with Tauris and talks about one of the biggest concerns in today’s service industry - the ever-expanding knowledge gap. In our conversation, we cover: - What is the knowledge gap? - Why does the knowledge gap matter? - Why is the knowledge gap growing in siz

We’re here today to talk with Bill Pollock about field service, machine learning, artificial intelligence, customer experience, 2018 trends, and everything field service enterprises should be aware of this year. Bill Pollock is President & Principal Consulting Analyst at Strategies For Growth, the independent research analyst and consulting firm he founded in 1992. Previously, Bill served as President & Chief Research Officer at The Service Council (2011 – 2013); Vice President and Principal Analyst, heading up Aberdeen Group’s Service Management Practice (2008 – 2010); and Managing Analyst, Services Industry at Gartner (1995 – 2001). He has published more than 300 articles in services trade journals including Field Technologies and Field Service Logistics, among many others. In our conversation, we cover: – What is so promising about machine learning and artificial intelligence? – What do enterprises need to do to avoid potential machine learning and artificial intelligence hurdles? – What should CTOs

Because of the complex franchise model, there is little to no visibility into the performance of the franchise network. From our research, many franchises face these same three challenges: - Inconsistent brand and customer experiences - Disparate technology solutions - A frequent disconnect between the franchisor, the franchisee, and the customer. However, every once in a while you find a franchise that has jumped these hurdles. In this episode, we sat down with Richard Sparacio, Melissa Homer, and Madeleine Park of MaidPro to learn how they were able to overcome this. Additional topics include: - Advice for scaling customer experience. - Metrics that affect the customer experience. - How to standardize customer experience in a complex franchise. - The technology behind great customer experiences.

Today, we're sitting down with Michael Blumberg (President & CEO of Blumberg Advisory Group) to discuss why digital transformation is the hot topic within the field service space. In our conversation, we talk about: - The typical barriers a company faces when trying to do digitize their business. - How enterprises can push the adoption of digital transformation within their organization. - What areas of field service will be improved by digital transformation. - How digital transformation directly impact customer experience in the field service space.

Today, we're sitting down with Donna Williams (VP of Customer Success) to review the proven customer experience strategy that Mendix uses. This strategy has helped them become the leader in Gartner’s 2017 Magic Quadrant for Enterprise High Productivity Application Platform as a Service. In today’s discussion we talk about: - Why "Time to Value" is the most important metric for successful customer experience. - What the 4p's of customer experience are and why they matter - How customer experience helped them lead the Gartner Magic Quadrant. - What has caused the recent rise in customer experience.

Today, we're sitting down with Justine Jordan (VP of Marketing) and Taylor Davis (Customer Support Manager) to learn how Litmus - the leading email testing platform - is connecting customer experience to their overall business strategy. In 2015 Justine was named "Email Marketing Thought Leader of the Year" by Direct Marketing Association and is argued as one of the leading experts in the field of email marketing. Taylor is the resident customer support guru who is creating impactful mindsets for how teams and organizations should approach, measure, and refine customer support. In today’s discussion we talk about: - Strategies that Litmus uses to get closer to their customers?. - Impactful customer experience lessons learned from other companies. - Resources used to help improve customer experience. - Common customer experience mindsets that are better suited as myths. - The aspect of running a business that is closely tied to customer experience.

Today, we're learning how Renee Cacchillo, the SVP of Customer, Brand, and Technology at Safelite Group thinks about and approaches customer experience. With more than 15 years of experience, Cacchillo’s background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department Stores. In today’s discussion we talk about: - How to make unmemorable experiences memorable. - How to measure customer experience with a W2 workforce. - How data is used to refine customer experience. - How Safelite AutoGlass always makes decisions with the customer in mind.

Today, we're learning how Jamie Smith, the Senior Vice President and CIO at ServiceMaster, a Fortune 1000 company, thinks about and approaches customer experience. Jamie was named the senior vice president and Chief Information Officer in 2015. As CIO, Smith is driving ServiceMaster's IT strategy, services and operations, and aggressively delivering innovative and transformational solutions to enhance the experience for customers, employees and franchise owners. Prior to joining ServiceMaster in 2014, Smith served as director of infrastructure and sales finance for Nissan North America, leading all infrastructure delivery for Nissan's Americas Region, and IT applications services for Nissan Motor Acceptance Corporation and Infiniti Financial Services. Before Nissan, he worked for IBM and PricewaterhouseCoopers as a consultant. ServiceMaster is a Fortune 1000 company that provides residential and commercial services. Brands operated by ServiceMaster include: - Terminix - American Home Shield - ServiceMaste

Company culture plays a large role in delivering memorable customer experiences. If everyone is bought into the mission, you'll have an easier time creating surprise and delight moments. Plus, it will be easier to stay close to the customer's needs and wants. In this episode, we're interviewing Nick Francis, the CEO of Help Scout, a help desk software with over 8,000 customers across 140 countries. We’re learning why Help Scout decided to have a remote culture and how that improve their customer experience, how that increased their customer retention, and what metrics were affected by this decision. Additional topics include: - What the connection is between remote workers, culture, and customer experience? - What are common customer experience mindsets that are better suited as myths? - Specific roadblocks that companies face when trying to achieve excellent customer experience?

Enterprises should be fully aware of the experience gap. The experience gap is the misalignment between how businesses view their own customer experiences, and how their own customers actually view it. In this episode, we're interviewing Luke Williams, the head of Customer experience at Qualtrics, the powerful software that makes sophisticated research simple by empowering users to capture customer, product, brand & employee experience insights right in one place. Qualtrics is the world’s leading enterprise survey technology provider, serving over 8,500 enterprises worldwide, including 60% of the Fortune 100, and 99 of the top 100 business schools. Luke is an impressive guy. He authored a NYT best seller: The Wallet Allocation Rule: Winning the Battle for Share, and is known as a top 20 researcher by Survey magazine. In addition to the New York Times, he is a USA today best-selling author and is considered a top 10 author in leadership and management. Much of Luke’s research focuses on client satisfaction

Where is the future of mobile going? Why do customers want to self-serve themselves? In this episode, we're interviewing Courtney Austermehle (https://www.linkedin.com/in/courtney-austermehle-590b388/), Vice President of Industry Marketing at Modo Labs (https://www.modolabs.com/) - the platform that empowers anyone to create workplace, university or hospital mobile apps, with no technical skills required. In today's episode, we'll discuss: 1. The future of mobile and what it means for customers and businesses. 2. Why customers want to increasingly self-serve themselves. 3. How companies can empower their customers to use their product in the right way. 4. How Modo Labs is working with General Electric and how customer experience made that deal go though. How to spread the love: Share the podcast with your coworkers | Subscribe (https://itunes.apple.com/us/podcast/in-the-know-a-dispatch-podcast/id1210044626?mt=2) | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/

How do you create loyal customers? In this episode, we sat down with Lindsey Christensen, (https://www.linkedin.com/in/lindseychristensen), the head of marketing at TetraScience (http://www.tetrascience.com) - the Mission Control for Research and Development teams. In today’s discussion we cover a handful of fascinating topics: - Why she prioritizes her customer's personal and professional goals. - How she is empowering customers. - What the Lab of the Future is - We also cover topics on ABM, TetraScience KPIs, and successful marketing strategies. How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com

Is customer experience important in the on-demand economy? In this episode, we're interviewing Kurt Wilson (https://www.linkedin.com/in/kuwilson/), the director of customer care and central sales at Breather (https://breather.com/) - the network with over hundreds of workspaces, serving as a complement to the typical office. In today’s discussion we’ll cover a handful of fascinating topics: - The role customer experience plays in the on-demand economy. - The importance of feedback and how to collect the right data. - Why net promoter score is the most important KPI for any on-demand company. - We also cover topics on Zendesk, signals vs noise, and customer retention...among many other things. How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com

Has customer experience changed over time? In this episode, we're interviewing Ellie Mirman (https://twitter.com/ellieeille), the CMO at Crayon (https://www.crayon.co) - the market and competitive intelligence company that provides strategic insights and inspiration for marketers. Prior to Crayon, she was the VP of Marketing at Toast, where she built and led the marketing function across demand gen, content marketing, product marketing, branding, and customer advocacy. Previously, she held multiple marketing leadership positions at HubSpot during its growth from 100 customers to IPO. In today's episode, we'll discuss: 1. How HubSpot demonstrated their commitment to customer experience. 2. If customer experience means something different from industry to industry. 3. If the customer experience mindset has changed over the past decade. How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/tod

Have you ever considered hiring a customer to better improve your product? In this episode, we're interviewing Jeff Avallon(www.linkedin.com/in/jeffavallon), VP of Business Development at IdeaPaint (www.ideapaint.com) - a high-performing dry erase paint that provides people with the space to fully explore their big ideas. This revolutionary product is fundamentally improving the way people work, which is why we're thrilled to speak with Jeff. In today's episode, we'll explore how Jeff and his team have used the customer in three separate scenarios to create three separate products: 1. The IdeaPaint Magnetic Portfolio 2. The Bounce App 3. Their Mobile Product Line How to spread the love: Share the podcast with your coworkers | Subscribe | Review us | Follow us on twitter: Dispatch (twitter.com/dispatch_me) and Todd(twitter.com/todd_stew) Music: www.bensound.com & www.jamendo.com

For this episode, we're talking all things customer experience with Kristen Craft, VP of Marketing and Business Development at Ovia Health - the leading maternity benefits program. Kristen has over a decade of experience working for companies like Kaplan, The Parthenon Group, Transparent Language, Wistia, and now Ovia Health. Kristen received her BA from Brown, her Masters in education from Harvard University, and her MBA from MIT Sloan. Today we cover all things customer experience and how her and her team at Ovia Health always make their decisions with the customer in mind. I loved this conversation and found it very actionable. So as always, grab a pen, grab some paper, and without any further ado, please welcome, Kristen Craft. Kristen Craft: https://twitter.com/thecrafty Ovia Health: http://oviahealth.ovuline.com/

We have a special episode lined up for you today. Listen to our healthy roundtable discussion with Eli Rosen and Sam Crowell Richard. We’re discussing: - Why network managers are so valuable. - Why they’re bombarded with too much data. - How they affect customer experience. - How network managers can filter through the loud noise to find the right signals. As always grab a pen, grab some paper, and please enjoy this special In The Know round-table discussion with Eli Rosen and Sam Crowell Richard. Eli Rosen: https://twitter.com/erosen Sam Crowell Richard: https://twitter.com/SamCRichard Todd Stewart: https://twitter.com/Todd_Stew Dispatch: https://twitter.com/dispatch_me