Different versions of “The customer is always right,” can be seen in languages around the world. The French, perhaps get a little closer to the core of its meaning with their interpretation — “The customer is never wrong.”
But the sentiment of this customer service motto remains the same. While the consumer is certain to make the occasional mistake, customer experience and satisfaction should be at the core of every business model.
So before we get into some of the best CX podcasts out there, let’s define customer experience (CX) and why it’s important.
What is Customer Experience (CX)?
Some may think CX is just a buzz word for “customer support,” but it’s so much more than that. If you want to cultivate the best customer experience, you have to consider a whole slew of factors.
The Customer Experience Professionals Association (CXPA) expertly captured the ethos of CX when they said, it’s “like a chain of interconnected perceptions that customers have of an organization across all touchpoints and people.”
Sometimes referred to as “customer journey” because it includes every moment that a person engages with your brand or product. Some of the most important aspects of a top customer experience are the following:
- It’s easy and enjoyable.
- It provides you with something valuable.
- It meets expectations, the brand fulfills its promise.
- It’s all three of these things for ALL customers.
Why is Customer Experience Important for Every Business?
You might be wondering, if “The customer is always right” was coined over a century ago, what’s the big deal?
Well, experts say we’ve entered the age of the experience economy due to the growing power of consumers. Customer engagement now includes a whole gamut of digital mediums — Google Reviews, Twitter complaints, Instagram tags, unveiling products on YouTube.
As Deloitte aptly put it, “social networks and digital devices” have turned consumers into “critics and creators.” So now, more than ever, customers are demanding a more personalized service. After all, every business serves a customer. To ignore this immense power shift would be, to put it simply — bad business.
How Can a Customer Experience Podcast Help My Business?
Businesses should be constantly developing their customer experience strategy because the nature of how we consume is rapidly changing with technology. Professionals in the CX industry are busier than ever.
So customer service podcasts can serve as a useful resource. You can listen to a CX podcast if you’d like to stay in the know about CX best practices, new innovations in CX AI, or get motivated by CX leaders. It’s a convenient way to stay in touch with that growth mindset.
Let’s face it, customer service can be tough. But pretty much everyone can get inspired after listening to an authentic conversation between ambitious professionals in their field. Hearing the struggles, achievements, and advice of others can really serve as a breath of fresh air.
10 Best Customer Service Podcasts
Whether you’re a rookie customer experience associate hoping to improve your customer service skills as you navigate the frontlines, or a Chief Customer Officer hoping to boost your customer engagement strategy — there’s a CX podcast for you.
Here are our favorites for anyone looking to curate a top customer experience in a rapidly changing world.
Co-hosts Adam Toporek and Jeannie Walkers are inspiring CX professionals. A Customer Experience Strategist and a CEO of a CX consulting firm respectively — they make understanding a priority in this customer service podcast.
Through discussions and interviews with pioneering CX leaders — they explore the best and worst ways to treat customers. Episodes touch on timeless customer loyalty questions, as well as more contemporary challenges in customer management. Regularly tuning in to this podcast will help anyone looking to improve their customer experience strategy.
Best Episode: Stacy Sherman, Being Customer Centric
This hit CX podcast is hosted by Blake Morgan. She’s an authority on customer experience and she believes in this: “choose customer experience and the customers will choose you.”
In her weekly show, Morgan chats with industry experts about a wide range of topics. From sales funnels and customer engagement marketing — to employee mental health and how it affects consumers.
During these conversations, she reveals the secrets of some of the most customer-centric companies around the world. Morgan hopes that listeners will be inspired “to make the customers’ lives easier and better.”
Best Episode: Building Thoughtful Customer Experiences at Slack
This show was created by Beyond Philosophy, a leading consultancy and training company that specializes in customer-driven growth. It’s hosted by the founder and CEO, Colin Shaw. Psychology nerds will love it. In any given episode, Shaw speaks with guests about topics like customer science (a fusion of tech, behavioral science, and data), cognitive dissonance, behavioral economics, and artificial intelligence.
You’re sure to be fascinated by how all of these disciplines play into creating the best customer experience. They even provide nifty podcast summaries so that CX specialists can share highlights (and recommended action items) with their customer service peers, bosses, and colleagues.
SaaS solutions are becoming increasingly popular, so there’s a massive need for CX education and optimization in this space. Hosted by Alex Theuma, this SaaS extravaganza covers an ambitiously diverse set of topics so that listeners may reach the “SaaS high skies.”
In this weekly podcast, Theuma invites SaaS experts and business leaders to go deep in conversations about customer retention, growth, scaling a business, and so much more. It’s produced by SaaStock, Europe’s only B2B SaaS Conference.
This podcast should be required listening for anyone interested in customer experience. Its hosts, Joey Coleman and Dan Gingiss, are both world-renowned speakers, authors, and leaders in CX. And they really dish out the good stuff in these entertaining conversations.
One of the best things about this podcast is that you can personalize your listening experience by choosing episodes by “Segment Type.” Episodes are tagged and sorted into categories like “Agree to Disagree” (where the hosts debate opposing beliefs) or Three Takeaways (where you can discover actionable advice).
If you decide to listen to this podcast, it’s sure to be an experience!
Roger Dooley is the author of several books and popular blogs like “Neuromarketing,” and Forbes’ “Brainy Marketing.” If you’re noticing a trend here, it’s because psychology is so important in customer engagement strategy.
In conversations with esteemed guests, Dooley provides research-based and practical neuromarketing advice. He tackles fascinating topics like the primal brain, mindset, and persuasion. Listen to this podcast, and you’ll get a better sense of what makes your customer tick.
Jeanne Bliss, five time Chief Customer Officer, is one of the most inspiring leaders in the customer service world. Through no-nonsense conversations with CX leaders across the globe, she teaches her listeners how to bring humanity back into business.
In conversation with CX executives, Bliss aims to debunk the idea that customer service roles are all about “Kumbaya” and explore how we should recognize that a Chief Customer Officer functions as “the human duct tape of an organization — uniting companies to earn the right to customer-driven growth.” You’re sure to be captivated by Bliss’s straight-talking, midwestern attitude, and real-life advice.
This top-rated podcast comes from the sales engagement platform, Outreach.io. Essentially, it’s customer engagement software that helps companies boost their sales.
The podcast aims to do the same — through casual conversations with leaders in customer success, sales, and marketing. Each episode provides listeners with practical info to help you get the most out of your sales engagement strategy.
This one’s for the psychology buffs who also like wordplay! You have to give this one credit for the name alone.
By exploring broader topics like consumer psychology, behavioral economics, and persuasion — this cx podcast attempts to meet its three learning objectives. With special focus on click behavior, they strive to 1) understand consumers, 2) develop a relationship with these consumers, and 3) generate increased demand through those relationships.
Tagline: “Don’t persuade, clicksuade.”
Best Episode: Domains for Anchoring Consumers with Dr. Gaurav Jain
The friendly voices behind this great podcast are co-hosts Mike Manfredo and Paul Hagens. By sharing their personal experiences and conversations with other CX experts, they aim to demystify every aspect of customer experience.
They cover CX best practices, customer-driven growth strategies, innovative CX trends, and a whole lot more. Through these conversations they hope to teach their listeners and the world — how to be a little more customer-centric.
Customer Engagement Podcasts Will Help You Improve Your Business
You may have noticed a common thread in these podcasts (besides cx). It’s that all of the hosts have the same goal in mind — to help individuals, small businesses, and large businesses alike improve their customer’s experience. But they’re not dolling out vague advice.
They provide practical resources, shareable information, and expert advice. If you tune in to just one of these podcasts regularly, you’re sure to learn something about boosting customer-driven growth, customer retention, CX technologies, and so much more. And most importantly, these were our picks for top customer experience podcasts because above all — they value connection and bringing humanity to customer experience.
So comment below and tell us which CX podcast you’re excited to check out! Or share any customer experience resources that have helped your business. And remember — the customer is never wrong.