Church of the Customer Podcast

Can't get no satisfaction; creating emotional connections

Show topics
1. Why customer satisfaction isn't satisfactory
2. How a business drives sales through emotional connections with employees
3. Feedback

To listen, click on the podcast icon below.

Show notes

Links to people, companies, articles, blogs, etc. mentioned in the podcast:

* Home Depot
* Hank Hill
* Home Depot Opinion
* Dictionary definitions of satisfaction
* Lyrics to Satisfaction
* Gallup Management Journal article "Getting Emotional About Brands" (paid subscription req'd)
* Gallup Management Journal article "The Constant Contact" including the CE-11 metric (paid subscription req'd)
* Gallup Management Journal article "Customer Satisfaction is the Wrong Measure" (free)
* Mini Cooper
* XO Communications 
* Charlotte Metro Credit Union
* Bank of America
* Wachovia
* Southwest Airlines' "hire for skill, train for skill" philosophy
* Airline on A&E
* Arnold Schwarzenegger
* Holly Powers, The Kevin Eikenberry Group, Indianapolis
* Boris Yankov, Dimitrovgrad, Bulgaria
* Mary Bjorneby, Minneapolis
* Jason Berberich, Grand Forks, ND
* David Hart, Hart & Associates Fine Art, Kitchener, Ontario, Canada
* Carl Rogat, Notes4Review, Beaverton, OR
* Ryan Lisbon, Park Avenue of Wayzata, Minneapolis
* Seth Miller, Mostly Muppet blog
* Michael Chaffin, Star in the Margin blog, Pagosa Springs, CO
* Paul Peterson, Medtronic
* TiVo
* Mini the Wonder Dog

Show music
Intro/close: "G.L.S." by Salme Dahlstrom
Breaks 1, 2, 3: "Money" by Zymotic Flow
Break 4:  "Alley Kat" by Robin L. Klein and Scott P. Schreer  

Show length
32:46

Interview segment recording provided by Conference Calls Unlimited

Tell us what you think! Add a comment below, or send an email to talktous(AT)customerevangelists.com.

Or leave a short voicemail message on our special Podcast Feedback Line: 1-312-896-5095. Follow the prompts (our menu has not recently changed) and you'll have 3 minutes to leave your audible letter.

Word of Mouth Summit highlights and interviews

In this show, we bring you highlights from this week's Word of Mouth Marketing Summit in Chicago, hosted by the Word of Mouth Marketing Association.

To bring you said highlights, we hauled our mobile podcasting studio (if there is such a thing) to the conference and recorded interviews with some key experts and summit panelists.

Show topics
1. Where does most word of mouth happen? Does advertising kill word of mouth?
2. Do "lightly loyal" customers spread more word of mouth than "heavy loyal" customers?
3. Word of mouth as a holistic, long-term customer loyalty strategy
4. The "four horsemen" of deceptive word of mouth marketing practices
5. Defining word of mouth marketing and podcasting

To listen to the show, click on the podcast icon below. (File size is 28 MB).

Show notes
Links to people, companies, articles, blogs, etc. mentioned in the podcast:

* Guy Kawasaki, author of Selling the Dream and The Art of the Start
* Dave Balter, CEO of Bzzagent
* Ed Keller, co-author of The Influentials
* George Silverman, author of The Secrets of Word-of-Mouth Marketing
* Todd Woloson, CEO of IZZE Beverage
* Light loyalists research paper (PDF) from Harvard and Bzzagent
* "The One Number You Need to Grow" article by Frederick Reichheld in the Harvard Business Review
* Jim Nail, principal analyst at Forrester Research
* Andy Sernovitz, CEO of WOMMA
* "Four horseman" of deceptive word of mouth marketing practices
* Coni Rechner, director of marketing for Discovery Education 
* Keith Bates, Keith Bates Associates
* Betsy Whalen, market manager for Discovery Education

Show music
Intro: "G.L.S." by Salme Dahlstrom
Break 1: "Chicago" by CSN&Y                         
Break 2: "Shoot Out the Lights" by Richard Thompson 
Break 3: "Listening Wind" by Talking Heads
Break 4: "(Close) To the Edit" by The Art of Noise
Break 5: "Video Killed the Radio Star" by The Presidents of the United States

Show length
30:46 minutes

Tell us what you think! Add a comment below, or send an email to talktous(AT)customerevangelists.com.

Or leave a short voicemail message on our special Podcast Feedback Line: 1-312-896-5095. Follow the prompts and you'll have 3 minutes to leave your audible letter.

Find previous podcasts here.

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