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Episode 218:Crafting a Customer-Centric Brand With Ryan Turner

September 13, 2021 / With Ryan Turner / 34:51

“Brands that are doing social really well today are the ones that have mastered the art of listening really broadly — at scale — and listening beyond just what’s sort of ‘on-trend,’ or ‘trending,’ or kind of what the dumpster-fire-of-the-day…

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Episode 217:Creating a “Wow” Brand Experience With Sit Still Kids

August 30, 2021 / With Amy Leclerc / 34:33

“As we have evolved the experience, [we] really looked at it as a dual experience. What happens to Mom and Dad when they walk in the door, and what happens to the child? And [we] create a holistic 360 experience…

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Episode 216:Creating Personalized CX via Content & Curation With MagellanTV

July 30, 2021 / With Greg Diefenbach / 30:00

“When we saw this VOD revolution taking place, it was kind of like a lightbulb went off. And we said, ‘Here it is. Now we can do this. We can bring people the programming that they’re passionate about.’ And that’s kind…

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Episode 215:The Art of Creating Brand Advocates With Shep Hyken

July 26, 2021 / With Shep Hyken / 40:31

“I could turn that repeat business into loyal business. How do I do that? I have to create some kind of a connection. The way that’s done is through something emotional. … If somebody says, ‘I love doing business with…

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Episode 214:How Brands Build Relationships Through Gaming With Tripleclix

June 28, 2021 / With Chris Erb / 36:30

“How are we giving them value? The time they’re spending with your brand, how do you make it worthwhile for them? Those are the kinds of things we try to put at the forefront as we start to have conversations…

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Episode 213:Infusing Science & Soul Into Building a Brand With TuMe

June 17, 2021 / With Shaina Zaidi / 34:52

“That’s the biggest thing I would say. Just start. Really do it from inside of you. So really believe it, and feel it, and put everything that you have into it, and not be afraid of that. That’s the place…

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Episode 212:Consciously Communicating Brand Values Through Action

June 11, 2021 / With Jim Joseph / 46:00

“A brand is more than just the products it sells, more than just the price it sells it for … A brand is an experience. And if you think about your brand as a total experience, then you’re going to…

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Episode 211:Empowering Your CX Team Through a People-Centric Approach

June 4, 2021 / With Sarah Hatter / 45:59

“You have to empower every single team. You have to empower them to know that their jobs matter, that they matter as people, that their insight and experience and wisdom matters for the entire company to glean from that. Customers…

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Episode 210:Transcending Traditional Thinking to Create & Innovate

June 1, 2021 / With Nigel Barlow / 1:20

“It’s not that easy to ‘think differently,’ because unconsciously, we are filtering the world through what we expect to see and what we have seen in the past. So, much of my work is trying to get people to change…

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Episode 209:The Evolution of Digital Customer Care With Abbott

May 21, 2021 / With Karen Gillis / 30:00

“I think the digital care team was clearly one of our most valued assets … (knowing we always had a consistent) ability to stay connected through the social and messaging channels.” – Karen Gillis, Director of U.S. Customer Service at…

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Episode 208:Committing to Your Purpose as a Brand: Mind, Body, & Soul

April 28, 2021 / With Emma Barry / 40:17

“You’ve got to be able to hand-on-heart believe in what you’re doing. It’s going to drive your whole team; it’s going to drive business results; it’s going to drive what we would consider impact. We’re always looking at ‘How can…

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Episode 207:Harnessing Brand, Consumer, & Industry Insights With Brandwatch

April 23, 2021 / With Kellan Terry /

“What this data and analysis really provides is context around the conversation. … People are not shy when it comes to social media, and they let their opinions be known quite freely. So when they do that, we sort of…

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Episode 206:Revolutionizing B2B Via Data & Relevant Engagements With 6sense

April 19, 2021 / With Latané Conant / 37:48

“Today, if you want to compete and win, your experience is what’s going to differentiate you — that’s what’s going to stand out.” – Latané Conant, Chief Market Officer at 6sense Insights Inc. Welcome to OnBrand! In this episode, host…

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Episode 205:Engaging Digital Transformation, Community, & Connection With HP

April 11, 2021 / With Kriti Kapoor /

“People want to be engaged — they want to be excited — they see problems all around and they want to be part of the solution and to make things happen. … We all get so busy and caught up…

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Episode 204:Leveraging Your Passions to Build a Brand, With Seek & Swoon

March 26, 2021 / With Jala Smith-Huys / 34:12

“My business fuels my passion and my passion fuels my business.” – Jala Smith-Huys, Founder & Chief Blanket Boss of Seek & Swoon Welcome to OnBrand! In this episode, host Sarah Grace McCandless sits down with Jala Smith-Huys, founder and…

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Episode 203:Developing Trust as the Bedrock of Connection

March 18, 2021 / With KiKi L’Italien / 37:35

“We spend so much time worrying about our SEO — how are you optimizing for trust? Before you post that thing, before you send out that email, how are you optimizing for trust?” “First of all, trust you can’t buy….

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Episode 202:Understanding Brand Story DNA & Embracing Vulnerability

March 11, 2021 / With David Nadelberg / 32:09

“I like to demystify story and let people know this is not the purview of artists — this is not just for people who consider themselves to be writers, it’s for everybody. And basically, if you have a message that…

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Episode 201:Letting Purpose Guide Your Brand Architecture With Coolhaus

March 8, 2021 / With Natasha Case / 37:53

“You don’t need to prove your self-worth to anyone … if you believe in an idea, be empowered to put yourself as a priority.” – Natasha Case, Co-founder and CEO of Coolhaus In 2009, when Natasha Case was in her…

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Episode 14:The Elements & Impact of Positive Brand Experiences

February 22, 2021 / With Dan Gingiss / 31:28

“The thing that we’ve got to take a step back and remember is: Without customers, we don’t have a business. You can’t look at the customer as the problem, or as an annoyance. The customer is why we’re in business….

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Episode 13:The State of CX: What Now, What Next

February 15, 2021 / With Dan Gingiss / 29:07

“We have to focus on our customers. And the mistake that so many companies have been making is they pour all this money into marketing and sales and they forget about the customers that are actually keeping the lights on.”…

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Episode 12:Setting Your Brand Apart Through Purpose With Prometheus

February 8, 2021 / With Oscar Ayala and Savannah Van Voorhis / 36:18

“I don’t just work for a company, I work for a company that cares. I work for a company that really cares about not just about the Neighborhoods that we manage, but the neighborhoods beyond our Neighborhoods.”  – Oscar Ayala,…

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Episode 11:Innovating Communication to Create Connection With Slack

January 29, 2021 / With Julie Liegl / 33:07

“Our expectations of how we connect with each other outside of work has completely changed, and I think that there’s an expectation now that people want that same sort of seamless, fun, and easy way of doing things that they…

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Episode 10:Building Loyalty Via Social Engagement With Alaska Airlines

January 25, 2021 / With Michael Roy / 33:49

“How many times do guests have a one-on-one experience with a large brand? It’s very rare, so we take this as our opportunity to allow those one-on-one connections to be formed, and we believe this is what will create loyalty…

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Episode 09:Developing Connections Through Brand Storytelling

January 18, 2021 / With Melissa Grego / 37:00

“(Stories are) how we understand the world and our experience — and how we learn in a lot of ways — I think we can all agree that there’s vast opportunity to learn more, better, and in different ways.” –…

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Episode 08:How Behavioral Data Can Unlock Hidden Opportunities

January 11, 2021 / With Reggie Wideman / 32:22

“One day, I’m a purchaser — I just want to buy my thing — the next day, I could be looking at things, worried about, ‘should I be spending this money, because I might lose my job’ — I’m a…

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Episode 7:Creating True Value Through Purpose-Driven Leadership

January 4, 2021 / With Mory Fontanez / 32:14

“You cannot resist what is authentic. You cannot resist what is purposeful. And as a customer, you want that — you want a piece of that in your life to give you a little bit of that feeling. And that is a new kind…

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Episode 6:The Origins of Brand Advocacy With Legendary Comics

December 28, 2020 / With Jann Jones / 32:57

“We want to have an authentic communication with these fans. We have been these fans. We are these fans. For me, it’s about growing up and not seeing my face represented in what media was and having this opportunity to…

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Episode 5:Crafting Brand Communities & Fostering Meaningful Engagement

December 21, 2020 / With Carrie Melissa Jones / 33:42

“Empty engagement is just engagement for engagement’s sake. And unfortunately, we have come to associate engagement with attention, and they are not the same thing. At least not when we’re building community. Just because you have someone’s eyeballs doesn’t mean you are meaningfully…

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Episode 4:The Power of Listening for World-Class CX at JBL

December 9, 2020 / With Brian Wolfe / 35:36

“Customers are engaging with us — it would be a huge missed opportunity not to be listening actively, looking for trends, mining the data, and proactively getting that information back to the respective teams so that we can improve across…

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Episode 3:OnBrand: “Wise Friend & Fierce Defender”: The Heart of AARP CX

December 1, 2020 / With Viviana Pagán-Muñiz / 27:46

“That’s what all brands really should strive for – just heart. Heart, heart, heart. I think people know when you’re there just to sell them something versus really offering them something that makes a difference in their lives.” – Viviana…

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Episode 2:Taking a Customer First Approach to Holiday 2020

November 20, 2020 / With Sean Ryan / 32:18

“We don’t know what the first half — or much less, the second half — of 2021 is going to look like, but focusing on, ‘how can I create an experience for the consumer that might not be walking in…

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Episode 1:OnBrand: Driving Engagement & Improving CX

November 12, 2020 / With Laura Smith / 29:28

“Showing up for our customers in a way that makes a difference is really what Hertz is about. We think now more than ever customers are really looking for brands they can trust.” – Laura Smith Welcome to the premiere…

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Episode :Introducing OnBrand with Sarah Grace McCandless

October 26, 2020 / 1:08

OnBRAND features a closer look at brands through the lens of the consumer, focusing on their desire for true connection with companies across all stages of the journey. Join host Sarah Grace McCandless for interviews and insights on which brands are getting it right and how other organizations can learn from these examples to strengthen, grow,…

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