172. CX Lessons from My Trash and Recycling Experience

I’ve lived in the same residence for almost 15 years. For 14 blissful years, I had no communications with my waste management service, and that was exactly how I wanted it.Here’s the story of how that changed four months ago for the worse.I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. In this episode, I share the story of change management so awful that it made the local news and caused garbage to physically pile up on the streets of Colorado Springs.Here are some thoughts from the episode:Why the best CX is an appropriate experienceWhy customers bail when communication is unhelpfulWhat the channels and touchpoints were and how they failedHow not to manage change Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.

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Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.