Episode description
Welcome Dwayne Grant, VP of Customer Experience at Evercommerce to SaaS Therapy. This conversation with Todd, Casey, and Dwayne delves into the intricacies of customer experience in the B2B space.
Dwayne emphasizes the importance of brand trust, effective onboarding, and the need for businesses to be data informed rather than data led. Hear Dwayne share insights on navigating customer relationships, avoiding common pitfalls, and listening to customer feedback.
Takeaways
- Customer experience starts before a customer becomes a customer.
- Building trust is essential in customer relationships.
- Onboarding should be quick and value-driven.
- Listening to customer feedback is crucial for improvement.
- Avoid rigid definitions of ideal customer profiles.
- Be adaptable to the changing needs of customers.
- Provide multiple engagement options for customers.
- Data should inform decisions, not dictate them.
- Creating a partnership with customers enhances value.
- Success stories can inspire and guide future strategies.
Contents
- 00:00 Introduction to Guest Dwayne Grant
- 05:02 Understanding Customer Experience in B2B
- 09:56 The Role of Brand and Trust in Customer Relationships
- 14:55 Navigating Customer Onboarding and Engagement
- 20:12 Avoiding Common Pitfalls in Customer Experience
- 25:11 The Importance of Listening and Adapting to Customers
- 29:50 Success Stories and Lessons Learned
- 34:58 Homework
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred