The Account Experience Podcast
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Join the host of the Account Experience Podcast, Adam Dorrell, CEO & Co-Founder of CustomerGauge, as he explores how some of the world's top brands in Consumer Packaged Goods (CPG) are listening to B2B channel feedback in real-time using Net Promoter Score and arming their front-line sales teams to grow revenue and market share.
The Account Experience Podcast
1w ago
Anna-Maija Tanninen is a female entrepreneur who started CX Agency in Helsinki, Finland. CX Agency helps B2B companies successfully develop and lead customer-centric changes through services like customer experience strategy to business design.
Previously she was a partner at Futurelab and a management consultant with Accenture and elevator company Kone.
To use a terrible pun, Anna-Maija can LIFT all your programs.
In this episode, she talks about culture: “To understand if we truly are customer-centric, we cannot observe culture from the corporate level only. We should have ways to expe ..read more
The Account Experience Podcast
2M ago
To heat things up with the first episode of the New Year, Host Adam Dorrell welcomes Nick Wood, the Global Marketing Director at Teledyne Gas and Flame Detection; a division of Teledyne Technologies Inc.
Teledyne is coming up on its 75th birthday, marking almost 100 years of providing reliable customer experiences to its long-standing customers.
Adam and Nick dive into why the business made the turn towards a structured strategy (hint: it's all about the data), the importance of closing the loop on feedback, and Nick's lightbulb moments he's had throughout his career that have led to long-term ..read more
The Account Experience Podcast
3M ago
The pint is making its way west, and Americans are now beginning to understand why it's been a staple across the pond.
During this quick episode, Nigel Tordoff, Chairman of the CPG Experience Council, joins Adam Dorrell to walk through the article "Americans are discovering the joy of a true pint of beer" in The Economist.
Why is this a trend in the market? How might a trend like this affect the convenience store? What might be driving this new experience?
Join Adam and Nigel as they break down this market shift through a customer experience lens ..read more
The Account Experience Podcast
5M ago
When we care, it makes all the difference.
Adam Dorrell, CEO & Co-Founder of CustomerGauge, sits down again with Nigel Tordoff, Chairman of the CPG Experience Council, to consider the ways customer experience can grow a business.
Nigel kicks off this episode by sharing his 'CX Hypothesis' on what he thinks is the best approach for reaching customers and making an impact.
Adam and Nigel dive into testing the hypothesis through an Airline Industry example along with discussing the four groups of people businesses generally have to please + just HOW many people make up each.
If you've b ..read more
The Account Experience Podcast
5M ago
Are you listening to 80% of your B2B customer base?
Nigel Tordoff, Chairman of the CPG Experience Council, joins Adam Dorrell to discuss the scale of the CPG industry and the impact it can have on customer experience.
When you look at the consumer packaged goods industry from a wide lens, there are so many different relationships that must work to provide for the end customer.
Adam and Nigel discuss the impact of scale in CPG, embracing technology, setting out what 'good' looks like, and a handful of CPG CX best practices.
Any CPG industry professional won't want to miss this breakdown o ..read more
The Account Experience Podcast
6M ago
Host Adam Dorrell welcomes back Nigel Tordoff, Chairman of the CPG Experience Council, to discuss how a customer's trust in a business ultimately leads to revenue growth.
The two dig into what happens when you open the lines of communication and provide feedback — whether it's a relationship with a consumer, a business (or even a significant other!)
They also highlight Adam's research on how many times companies use the word 'customer' in their public pronouncements. And one well-known brand has revealed just how customer-centric it really is.
If you're looking for a deep-dive on w ..read more
The Account Experience Podcast
6M ago
Host Adam Dorrell welcomes Nigel Tordoff in the first of five CPG Experience Council-edition episodes.
Nigel, with 30 years of CPG industry experience under his belt, is now Chairman of the Council and ready to recruit those in the trade just as eager to make an impact.
Together they share how to kickstart great CX in CPG and break down the acronym that must be at the core of every program: CLiCS.
What is CX? And why bother? What goes into a program that CLiCS together? Both pull back the curtain on what good looks like and share their own real-life experiences along the way ..read more
The Account Experience Podcast
6M ago
Adam Dorrell sits down with Per Braginski, Director of Insights at the Danish-based Novozymes, a world leader in bio-solutions, in a special “on-site” episode. This is a company that operates behind the scenes, as a supplier to well-known brands, including many CPG companies. Process and quality is all-important, not just in product but also in their customer relationship domain.
Per shares how they manage Customer Experience, and measure Net Promoter at Novozymes. The Scandinavian commitment to transparency is shown here: NPS results are published in the annual report - currently, it’s ..read more
The Account Experience Podcast
7M ago
Are company’s big IT transformation projects like the Berlin Airport, the Elizabeth Line, or the Second Avenue Subway similar in that they take forever with massive cost overruns? We turned to an expert to find out.
Host Adam Dorrell talks with Steve Abramson of Jasmar Associates. Steve has 30+ years of professional services experience across the consumer goods and retail sectors working for large businesses such as IBM and KPMG, and smaller, high-growth companies. In that time he’s worked in many CPG and retail companies including Unilever, Diageo, Coca-Cola, Tesco, Kingfisher, Boots, and Mar ..read more
The Account Experience Podcast
8M ago
Adam Dorrell talks with Mert Damlipar to explain how digital experiences are at the forefront of today’s retail experience, and how CPG companies need to transform their thinking from a physical world paradigm. Mert is a well known expert in the field of e-commerce and digital marketing: an author, a former director of brands like L’Oreal, Mondelez, Sabra, and holder of multiple degrees from Boston, Cornell and MIT. His current role is Principal of CPG Digital Commerce Acceleration at EPAM Continuum.
Mert shared his insights into how the Digital Shelf has evolved - from the “Long Tail” c ..read more