Customer Conversations

Bob is the President and CEO of the Rewired Group, a pioneer of Jobs to Be Done, the author of the Jobs to be Done Handbook and his latest work Demand Side Sales. On this week's episode of Customer Conversations, Stuart and Bob cover Defining and applying the demand side Where to start with identifying the “struggling moment” The limitations of correlation in assessing customer behavior An atomistic approach to the customers buying timeline Trading off money, time and knowledge What causes the transition from passive to active looking Resources: Demand Side Sales, by Bob Moesta - https://www.amazon.com/Demand-Side-Sales-101-Customers-Progress-ebook/dp/B08FRRF68Q The Jobs-To-Be-Done Handbook, by Bob Moesta - https://www.amazon.com/Jobs-be-Done-Handbook-techniques-application/dp/1499339232 Shape Up, by Ryan Singer - https://basecamp.com/shapeup Jobs-To-Be-Done Radio - http://jobstobedone.org/topics/radio/ The Disruptive Voice Podcast - https://www.hbs.edu/forum-for-growth-and-innovation/podcasts/disruptive-voice/Pages/default.aspx Connecting with Bob: Connect with Bob on Youtube - https://www.youtube.com/user/bmoesta/videos Connect with Bob on LinkedIn - https://www.linkedin.com/in/bobmoesta/

Michael Callahan is Vice President of eCommerce and Transformation for Maytex and Zenith Home Corp. Michael started his career in large CPG companies and has worked on national brands like Mr. Coffee, CrockPot and T-fall. Over the past 15 years, Michael has been transforming organizations to think Consumer and Digital First. He believes that the key to running any successful eCommerce business is full organizational integration… The words he lives by are “Work Hard, Stay Humble”. On this weeks Customer Conversations, Sean and Michael cover  What it means to build a digital strategy  Managing necessary organizational change  Interchange from digital to brick and mortar  Ensuring complementary online and offline strategies What can be done to reduce "friction" for the consumer  Determining whether or not to offer DTC Resources:  Digital Commerce 360 - https://www.digitalcommerce360.com/product/b2b-ecommerce-market-report/?utm_source=GA&utm_medium=CPC&utm_campaign=2020B2BECMarket&gclid=CjwKCAjw4rf6BRAvEiwAn2Q76jrjpcDb0pI8rREID_ok2doy1vfIW0gsHZ_2Z4FyeFFShhaoxCs3eBoCC-gQAvD_BwE Digital Shelf Institute - https://www.salsify.com/digitalshelfinstitute The Digital Transformation Playbook - https://www.goodreads.com/book/show/27797899-digital-transformation-playbook The Retail Ecommerce Playbook - https://www.forrester.com/playbook/The+Retail+eCommerce+Playbook+For+2020/-/E-PLA440 Connecting with Michael  Connect with Michael On LinkedIn - https://www.linkedin.com/in/michael-g-callahan-b3331516/ Connect with Michael Over Email at michaelc@maytex.com

Jeff Ignacio is the Head of Revenue and Growth Operations at UpKeep, managing the Go To Market Systems and Enablement teams. Prior to working at UpKeep Jeff spanned a variety of roles at both large tech firms such as Accenture, Intel, Google, and high growth ventures such as Vizier (viz-ier) and PatientPop. In this episode of the Customer Conversations podcast, Sean and Jeff cover The difference between product fit vs. go to market fit Expanding from early adopters and engaging the early majority Monitoring a customers risk profile Defining and managing a post-sales cycle Resources: Product Lifecycle - https://www.amazon.com/Diffusion-Innovations-5th-Everett-Rogers/dp/0743222091 Crossing The Chasm - https://www.goodreads.com/book/show/61329.Crossing_the_Chasm Sales Enablement Podcast - https://www.ringdna.com/sales-enablement-podcast-with-andy-paul Connecting with Jeff: Connect with Jeff on LinkedIn - https://www.linkedin.com/in/jeffbethechange/

Ryan currently leads product at Basecamp, is the author of Shape Up and the host of the Synthetic a Priori podcast. Here are a few of the topics we’ll talk about on this episode of Customer Conversations: The role and goals of customer research in the shaping process The workflow breakdown of the ‘jobs to be done’ framework Using research in your pitch The main goal of prototyping your product Connect with Ryan Follow Ryan on Twitter

Lucas currently leads product marketing and strategic partnerships at Gorgias and has previously founded successful companies including Venngage and Treats Happen. Here are a few of the topics we’ll discuss on this episode of Customer Conversations: Actionable steps towards improving your customer support Generating profit from customer support Reducing friction to purchase Why you should always have an offer or promo for customers Connect with Lucas Gorgias.com Text him at 416.388.4470

Ben is the CEO and co-founder of Tuple (the best pair programming app for remote teams). He is also the host of one of my favorite podcasts the Art of Product, a former Thoughtbotter and the creator of several educational products for Rails developers. Here are only a few of the topics we’ll discuss on this episode of Customer Conversations. An update on progress at Tuple Keeping your finger on the pulse of your customers needs Building a product for developers and the importance of understanding your audience Soliciting feedback from customers from different channels Connecting with Ben Tuple’s website Follow Ben on Twitter The Art of Product Podcast

Nikki Elbaz is a persuasive copywriter and email specialist at CopyHackers who’s written revenue generating content for brands including Shopify Plus, Doodle and Resident Home.  She’s an expert in using research to understand why customers buy (and writing emails that make them do just that) and has shared her research knowledge for Product Led Institute, Bossitude Academy and CXL.  Here are just a few of the topics we’ll discuss on this episode of Customer Conversations. How to be a persuasive copywriter What it means to be data driven in copy How to get Voice of the Customer (VoC) data Getting emotional data from customers How to know if you VoC data is representative of your customer base Different strategies to leverage to get customers to speak with you Resources Paper form Google sheets Connecting with Nikki NikkiElbaz.com

Nikki Elbaz is a persuasive copywriter and email specialist at CopyHackers who’s written revenue generating content for brands including Shopify Plus, Doodle and Resident Home.  She’s an expert in using research to understand why customers buy (and writing emails that make them do just that) and has shared her research knowledge for Product Led Institute, Bossitude Academy and CXL.  Here are just a few of the topics we’ll discuss on this episode of Customer Conversations. How to be a persuasive copywriter What it means to be data driven in copy How to get Voice of the Customer (VoC) data Getting emotional data from customers How to know if you VoC data is representative of your customer base Different strategies to leverage to get customers to speak with you Resources Paper form Google sheets Connecting with Nikki NikkiElbaz.com

Lorin is the Founder of the Customer Intelligence Institute.  She has worked with dozens of high-growth companies including best-in-class startups, emerging market leaders, and unicorn companies to contribute to successful exits and record quarters.  Here are only a few of the topics we’ll discuss in this episode of Customer Conversations with Lorin. Early warning signs for companies that may have a positioning problem The first step towards repositioning around your customer Finding the customers, getting the conversation started and what to ask them Making sure you’re actually getting valuable data from your customer conversations Resources Customer Intelligence Institute - https://www.customerintelligenceinstitute.com/ Connecting with Lorin Connect with Lorin on LinkedIn - https://www.linkedin.com/in/lorinmccann/

Lorin is the Founder of the Customer Intelligence Institute.  She has worked with dozens of high-growth companies including best-in-class startups, emerging market leaders, and unicorn companies to contribute to successful exits and record quarters.  Here are only a few of the topics we’ll discuss in this episode of Customer Conversations with Lorin. Early warning signs for companies that may have a positioning problem The first step towards repositioning around your customer Finding the customers, getting the conversation started and what to ask them Making sure you’re actually getting valuable data from your customer conversations Resources Customer Intelligence Institute Connecting with Lorin Connect with Lorin on LinkedIn

Lomit is the VP of Growth at IMVU.  He is also the best selling author of the Lean Startup series book, Lean AI as well as a public speaker and startup advisor.  Lomit has a ton of experience getting companies to and through the rocketship growth phase.  Here are just a few of the topics we discussed in this episode: Monetization strategies for your high growth startup Extracting value out of customer data to help you grow the business Identifying the right users to grow LTV (lifetime value) How to properly use automation to grow faster Thinking about product growth in terms of use cases The inspiration behind his hit book, Lean AI Resources Lean AI by Lomit Patel Marketing automation tech - Nectar9 Lomit’s website & blog Connecting with Lomit Connect with Lomit on LinkedIn

Jessica is the Co-Founder and CEO of Wonderment.  Wonderment helps e-commerce merchants grow and scale their businesses.  She has tremendous experience in marketing and startups.  Her career expertise has included working at HubSpot, InVision and Techstars.  Here are just a few of the topics we discussed in this episode: How Wonderment came to be User journey, pain points and why coding can wait Mastering customer research for product Avoiding bias in your research Operationalizing your product research Understanding the why behind what your building Resources The Right It Reaching out to Jessica Wonderment Follow Jessica on Twitter Connect with Jessica on LinkedIn

Jessica is the Co-Founder and CEO of Wonderment.  Wonderment helps e-commerce merchants grow and scale their businesses.  She has tremendous experience in marketing and startups.  Her career expertise has included working at HubSpot, InVision and Techstars.  Here are just a few of the topics we discussed in this episode: How Wonderment came to be User journey, pain points and why coding can wait Mastering customer research for product Avoiding bias in your research Operationalizing your product research Understanding the why behind what your building Resources The Right It Reaching out to Jessica Wonderment Follow Jessica on Twitter Connect with Jessica on LinkedIn

Chip is the Manager of Strategy and Planning at Uber Eats.  He has tremendous experience in pricing and partnership strategy.  Here are just a few of the topics we discussed in this episode: Being data driven with your team When do you know when you have enough data and are ready to make a decision Using search data to augment your inventory of customer selection How to make the business case once you have the data How to get started with data driven decision making Resources Chip’s website Subscribe to Chip's Newsletter Getting in touch with Chip Connect with Chip on LinkedIn

Chip is the Manager of Strategy and Planning at Uber Eats.  He has tremendous experience in pricing and partnership strategy.  Here are just a few of the topics we discussed in this episode: Being data driven with your team When do you know when you have enough data and are ready to make a decision Using search data to augment your inventory of customer selection How to make the business case once you have the data How to get started with data driven decision making Resources Chip’s website Subscribe to Chip's Newsletter Getting in touch with Chip Connect with Chip on LinkedIn

Chip is the Manager of Strategy and Planning at Uber Eats.  He has tremendous experience in pricing and partnership strategy.  Here are just a few of the topics we discussed in this episode: Being data driven with your team When do you know when you have enough data and are ready to make a decision Using search data to augment your inventory of customer selection How to make the business case once you have the data How to get started with data driven decision making Resources Chip’s website Subscribe to Chip's Newsletter Getting in touch with Chip Connect with Chip on LinkedIn

Chip is the Manager of Strategy and Planning at Uber Eats.  He has tremendous experience in pricing and partnership strategy.  Here are just a few of the topics we discussed in this episode: Being data driven with your team When do you know when you have enough data and are ready to make a decision Using search data to augment your inventory of customer selection How to make the business case once you have the data How to get started with data driven decision making Resources Chip’s website Subscribe to Chip's Newsletter Getting in touch with Chip Connect with Chip on LinkedIn

Claire is the Co-Founder of Elevate & Forget the Funnel.  She has tremendous experience in SaaS marketing and growth.  Here are just a few of the topics we discussed in this episode: What customer-led growth means and how to nail it The difference between customer-led and product-led The importance of creating the experience the customer needs How to get started leveraging customer insights How to think about the volume of customer insights you need Getting started with better understanding your customers Connecting with Claire Elevate Forget The Funnel Follow Claire on Twitter

Claire is the Co-Founder of Elevate & Forget the Funnel.  She has tremendous experience in SaaS marketing and growth.  Here are just a few of the topics we discussed in this episode: What customer-led growth means and how to nail it The difference between customer-led and product-led The importance of creating the experience the customer needs How to get started leveraging customer insights How to think about the volume of customer insights you need Getting started with better understanding your customers Connecting with Claire Elevate Forget The Funnel Follow Claire on Twitter

Caleb Elston is the Co-Founder and CEO of Delighted.  Charles Studt is Head of Marketing at Delighted.  Together they make a rockstar team of experts passionate about making your product better through customer feedback.  Here are just a few of the topics we’ll discuss in this episode: The awesome story of how Delighted started Why you should dog food your own product (dogfooding) How to build a B2B product with a B2C mindset (and the pros & cons of this strategy) Why you need more than NPS data The importance of qualitative data to drive your product forward How to increase the mindshare of your team by getting to the customer Why Delighted funnels customer data back into their Slack account Resources Back to business from Delighted (Free resources, thanks Delighted!) Reaching out to the Delighted team Email the team at hello@delighted.com Bonus Tip - “A ton of value lies with your customer success team” - Caleb Elston