CX and Voice of the Customer with guest Donna Martino

CX and Voice of the Customer with guest Donna Martino

1  4  CX and Voice of the Customer with guest Donna Martino In this episode.... we sit down with industry veteran Donna Martino to explore the evolving world of Customer Experience (CX). With a career spanning roles in customer operations, enablement, cybersecurity, and leadership, Donna brings a wealth of insight into how keeping the customer at the center of every decision can shape impactful outcomes across an organization. We dive into: * Why Voice of the Customer (VOC) is more than just a buzzword * How to turn NPS into action (and when it doesn’t work) * Practical ways non-CX teams can influence customer experience * The power of cross-functional collaboration and “upward accountability” * How to find and empower your internal CX advocates Whether you're in support, success, enablement, or leadership, this conversation will inspire you to reframe how your team connects with and learns from your customers. About Donna Martino: Donna Martino is the owner and lead problem solver at Solutions [https://www.solutions-for-good.com/] for Good [https://www.solutions-for-good.com/], where she partners with purpose-driven organizations to tackle challenges and unlock growth, scalability, and modernization. With over 20 years of experience leading customer-focused transformations, Donna specializes in aligning customer operations with business objectives, enhancing loyalty, and streamlining processes through technology and innovation. She is a natural advocate for customers, always approaching change from their perspective. Her corporate career includes impactful leadership roles at Dell and GE, where she advanced customer experience, business transformation, and process excellence. At Dell Financial Services, Donna led global customer operations and modernization initiatives, spearheading efforts in customer experience design, contact center modernization, and process automation to deliver exceptional service and measurable results. A dynamic leader and hands-on problem solver, Donna thrives on creating tailored solutions that empower teams, improve customer outcomes, and drive lasting impact. Outside of work, she enjoys traveling, practicing yoga, hiking, volunteering, family time and immersing herself in music and art. Whether you're just starting your career or a seasoned professional aiming to stay ahead of industry trends, Journey to Success: CX Conversations is your essential resource for everything related to Customer Experience (CX) and Customer Success (CS). Designed for individuals at every stage of their professional journey, our podcast provides a wealth of information and guidance to help you navigate the complexities of the customer-centric business world. Raymie Corpuel With 20+ years of diverse experience, Raymie is a recognized leader in Enablement, Customer Success, and Customer Experience. Known for her dedication to improving the customer journey, she's been pivotal in creating customer-focused cultures across different organizations. Sue Yendell Sue has over 25 years of professional experience, ranging from database administration to chief of staff roles, with a strong focus on Leadership, Enablement, and Service. Sue decided to become a trained executive coach and give that same gift to others, earning certification through Coach Training EDU, and is nearly ready to submit for International Coaching Federation certification.

Terms, Acronyms, Roles Oh My!

1  3  Terms, Acronyms, Roles Oh My! In this episode.... we dive into the complexities of customer-facing roles, unraveling the distinctions and overlaps between terms like "Customer Care," "Customer Success," and "Client Success." Our hosts discuss how these roles vary across organizations and industries, reflecting on their experiences and observations. They cover how terms may seem interchangeable but often carry nuanced differences in responsibilities and skill requirements, particularly when comparing technical support to relationship-focused roles. Listeners will gain insight into why roles like Customer Success and Customer Experience can look so different from one company to another. The conversation touches on the challenges of role standardization in customer-facing functions and highlights the impact of organizational structure on customer experience. This episode provides a foundational understanding of the customer-facing landscape, setting the stage for deeper discussions on role definitions and their implications for both customers and employees. Whether you're just starting your career or a seasoned professional aiming to stay ahead of industry trends, Journey to Success: CX Conversations is your essential resource for everything related to Customer Experience (CX) and Customer Success (CS). Designed for individuals at every stage of their professional journey, our podcast provides a wealth of information and guidance to help you navigate the complexities of the customer-centric business world. Raymie Corpuel With 20+ years of diverse experience, Raymie is a recognized leader in Enablement, Customer Success, and Customer Experience. Known for her dedication to improving the customer journey, she's been pivotal in creating customer-focused cultures across different organizations. Sue Yendell Sue has over 25 years of professional experience, ranging from database administration to chief of staff roles, with a strong focus on Leadership, Enablement, and Service. Sue decided to become a trained executive coach and give that same gift to others, earning certification through Coach Training EDU, and is nearly ready to submit for International Coaching Federation certification.

How do you define a Customer?

1  2  How do you define a Customer? In this episode.... CUSTOMER 'You keep using that word, I do not think it means what you think it means....' (Thanks Inigo Montoya) In this episode of Journey to Success: CX Conversations, we dive deep into the nuanced definitions of a "customer." We explore the common yet simplistic understanding of a customer as merely someone who purchases goods or services. Our discussion broadens to include internal customers, emphasizing the importance of recognizing peers, employees, and even leadership as customers who receive value from our work. We also discuss the distinctions between terms like customer, client, and consumer, noting that while they are often used interchangeably, they can have specific connotations depending on the context and industry. We highlight the significance of mindset in customer experience, particularly in recognizing that everyone we provide a service to is a customer, whether internal or external. This broader understanding impacts how organizations approach customer experience, with smaller businesses often placing more value on each customer due to their scale, while larger corporations might overlook this due to the sheer volume of their customer base. We encourage listeners to rethink their definitions and approach to customer relationships, advocating for a more inclusive and holistic view that enhances collaboration, teamwork, and overall customer satisfaction. Whether you're just starting your career or a seasoned professional aiming to stay ahead of industry trends, Journey to Success: CX Conversations is your essential resource for everything related to Customer Experience (CX) and Customer Success (CS). Designed for individuals at every stage of their professional journey, our podcast provides a wealth of information and guidance to help you navigate the complexities of the customer-centric business world. Raymie Corpuel With 20+ years of diverse experience, Raymie is a recognized leader in Enablement, Customer Success, and Customer Experience. Known for her dedication to improving the customer journey, she's been pivotal in creating customer-focused cultures across different organizations. Sue Yendell Sue has over 25 years of professional experience, ranging from database administration to chief of staff roles, with a strong focus on Leadership, Enablement, and Service. Sue decided to become a trained executive coach and give that same gift to others, earning certification through Coach Training EDU, and is nearly ready to submit for International Coaching Federation certification.

Our Why's

1  1  Our Why's In our first episode of the "Journey to Success: CX Conversations" podcast, we finally embark on a project we've dreamt about for over a decade. We'll delve into our personal and professional journeys, sharing the motivations behind starting this podcast. Our careers have always revolved around serving others, emphasizing the importance of a growth mindset and service orientation. Reflecting on our diverse career paths, we'll highlight how experiences in sales, training, and leadership have shaped our understanding of customer experience. Throughout our conversation, we explore the concept of a customer mindset and the significance of empathy in every interaction. We share stories from our careers that demonstrate the impact of listening to understand rather than just responding. Our goal is to reach out to those in the trenches, the everyday heroes in customer-facing roles, and offer them insights and support based on our collective experiences. Join us as we kick off this journey to help others elevate their customer experience game and navigate the winding paths of their careers. Whether you're just starting your career or a seasoned professional aiming to stay ahead of industry trends, Journey to Success: CX Conversations is your essential resource for everything related to Customer Experience (CX) and Customer Success (CS). Designed for individuals at every stage of their professional journey, our podcast provides a wealth of information and guidance to help you navigate the complexities of the customer-centric business world. Raymie Corpuel With 20+ years of diverse experience, Raymie is a recognized leader in Enablement, Customer Success, and Customer Experience. Known for her dedication to improving the customer journey, she's been pivotal in creating customer-focused cultures across different organizations. Sue Yendell Sue has over 25 years of professional experience, ranging from database administration to chief of staff roles, with a strong focus on Leadership, Enablement, and Service. Sue decided to become a trained executive coach and give that same gift to others, earning certification through Coach Training EDU, and is nearly ready to submit for International Coaching Federation certification.

Journey to Success: CX Conversations Trailer

`Welcome to the Journey to Success: CX Conversations podcast.  I’m Raymie and I’m Sue, join us as we share what we’ve learned about Customer Experience and Customer Success over decades in the corporate world Whether you're an individual contributor or a people manager, we’ve got you.  We'll delve into how every action you take in your role influences the customer experience, and we'll provide valuable insights on professional development to propel your career to new heights. From practical tips to thought-provoking discussions, we cover it all.  Tune in to "Journey to Success: CX Conversations" and unlock the secrets to thriving in the dynamic world of customer-centric business.  Don't miss out on the opportunity to elevate your skills and accelerate your journey to success.  Subscribe now and start your transformation today!