How C-Suite Leaders Must Adapt to the Shifting Landscape

05/29/20 • 59 min

The Chief Customer Officer Human Duct Tape Show

In this conversation with Leslie Stretch, CEO of Medallia, Leslie and I chat about what he's been seeing from his conversations with hundreds of CEOs. Now that we've had to rapidly adjust to a new way of life, technology is helping us reshape the world and the future. As Leslie said, “it’s digital disruption at massive scale,” and this disruption has an impact on customer experience. It affects how we interact with customers and clients, how we communicate with them, and how we can gather feedback.

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The Forever Transaction: How to Build Life-Long Relationships with Customers, with Robbie Kellman-Baxter

“The more complicated your system is, the less your customers are going to trust you,” says Robbie Kellman-Baxter, author of the new book, The Forever Transaction. In today’s episode, Robbie and I chat about leveraging powerful growth strategies around elevating members through subscription-based models. With over 25 years of experience working with well-known and emerging brands, Robbie has become an expert on this approach to membership and customer relationships.

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Tips for CCO Success at a B2B Organization from Yamini Rangan, CCO of HubSpot

“It is no longer just about the product. It is all about the customer experience, the way we make customers feel when they use the product. That makes a huge difference,” says Yamini Rangan, HubSpot's first Chief Customer Officer. In today’s conversation, Yamini and I discuss the importance of storytelling and of unifying teams within an organization to work towards a common goal. She also shares some of the ways in which HubSpot has handled the disruption of COVID-19.