Customer Conversations

Sean Boyce and Stuart Balcombe

Sean Boyce and Stuart Balcombe interview the world's leading marketing, growth and product experts to learn more about how they make products customers love.

  • 50 minutes 36 seconds
    Understanding the Demand Side with The Re-Wired Group’s Bob Moesta

    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/



    22 September 2020, 12:00 am
  • 28 minutes 59 seconds
    Building an Ecommerce Presence for a Major Brand with Maytex’s Michael Callahan

    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 [email protected]


    15 September 2020, 12:00 am
  • 24 minutes 52 seconds
    Going Beyond Your Early Adopters with UpKeep’s Jeff Ignacio

    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:

    Connecting with Jeff:

    1 September 2020, 12:00 am
  • 40 minutes 57 seconds
    Shaping strategy with Basecamp’s Ryan Singer

    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

    25 August 2020, 1:47 am
  • 33 minutes 55 seconds
    Customer support from cost center to profit driver with Gorgias’s Lucas Walker

    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

    19 August 2020, 6:14 pm
  • 32 minutes 42 seconds
    Bootstrapped to booming with Tuple’s Ben Orenstein

    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

    12 August 2020, 12:42 am
  • 32 minutes 48 seconds
    Voice of the customer to copy that converts with Nikki Elbaz

    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

    Connecting with Nikki

    3 August 2020, 11:22 pm
  • 33 minutes 32 seconds
    Positioning for growth using customer insights with Customer Intelligence Institute’s Lorin McCann

    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

    Connecting with Lorin

    28 July 2020, 1:33 am
  • 36 minutes 6 seconds
    Leveraging AI and Automation for Growth with IMVU’s Lomit Patel

    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

    Connecting with Lomit

    20 July 2020, 8:25 pm
  • 31 minutes 39 seconds
    Understanding your customer with Wonderment’s Jessica Meher

    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

    Reaching out to Jessica

    13 July 2020, 10:53 pm
  • 27 minutes 28 seconds
    Data driven decision making with Uber Eat’s Chip Koziara

    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

    Getting in touch with Chip

    2 July 2020, 10:17 pm
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