Welcome to the award-winning Your Customer, Your Success podcast!

From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time Managers

Episode 19: From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time Managers SUMMARY In this episode of Your Customer, Your Success, Gary Marra sits down with Rachel Provan, founder of Provan Success and host of The Psychology of Customer Success. Rachel shares her journey from a high-performing individual contributor to an overwhelmed first-time manager—and how […]

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The Psychology Behind Retention: Building Customer Success by Design

In this engaging conversation, Gary Marra is joined by Alyssa Nolte who shares her unique journey from a startup founder to leading TruVue, a customer intelligence platform. She discusses the importance of understanding customer psychology, common mistakes companies make in their approach to customer experience, and the significance of building trust and relationships with customers.

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Analyze First, Map Later: Dave Seaton’s Approach to Effective Journey Mapping

In this conversation, Gary Marra and Dave Seaton delve into the intricacies of journey mapping, focusing on the Dave’s DARMA method ™. They discuss the importance of understanding customer experiences, common pitfalls in journey mapping, and the steps involved in the DARMA method, and then purposely focus on the FIRST A or the “Analyze” phase.

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YOLO Gary Goes Solo

In this solo episode, Gary Marra reflects on his journey in podcasting, the importance of client experience, and the distinction between transactional and relationship-based business models. He emphasizes the need for businesses to manage relationships effectively, regardless of whether they operate in B2B or B2C spaces. The episode also touches on the implications of AI

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From Soft Skill to Superpower: Strengthening Your Storytelling Muscle with Andrew Carothers

In this conversation, Andrew Carothers shares his insights on the art of storytelling, emphasizing its importance in business communication with award-winning host Gary Marra. He discusses the role of storytelling in customer experience (CX) and how it can be used to inform and influence audiences. Andrew outlines a structured approach to storytelling, starting with understanding

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Outside the Box, Inside the Experience: How Mark Stern Unlocks CX

In this episode, Gary Marra interviews Mark Stern, founder and CEO of the Custom Box Agency, to discuss how his company optimizes customer journeys through innovative physical box experiences. They dig into the power of packaging experience, the art of standing out in a crowded market, and how thinking outside the box—literally and figuratively—can revolutionize customer engagement. From

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Managing Your Customer Journey Right with Stacy Sherman

Summary In this episode, Gary Marra welcomes Stacy Sherman, a renowned Customer Experience (CX) leader, speaker, and author, to explore how businesses can create impactful customer journeys by aligning CX with business goals. Stacy shares her thoughts on what it means to ‘do CX right’, emphasizing the importance of understanding the customer journey, empowering employees, and maintaining consistency across all

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Bridging the Trust Gap with Involvement Culture with Tim McCleary

Bridging the Trust with Involvement Culture – Tim McCleary, Episode 11 In this conversation, Tim McCleary discusses the critical role of company culture and employee engagement in driving organizational success. He introduces the concept of ‘involvement culture,’ which emphasizes trust, empowerment, and connection among employees. Tim highlights the alarming statistics of employee disengagement and the

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Artificial Intelligence Ideology – Moving Past The AI Hype with Chris Hood

In this conversation, Gary Marra and guest Chris Hood delve into the complexities of AI in customer experience. They discuss the hype surrounding AI technologies, the importance of critical thinking, and the need for businesses to prioritize customer needs over technology. They explore the historical context of AI, the risks of blindly following trends, and

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Straight Talk, No Chaser: CX on the Rocks with Sean Albertson

🎙 Guest: Sean Albertson – CX Consultant & Strategist, Keynote Speaker, and Author In this conversation, Sean Albertson, Founder and CEO of CX4Rocks Consulting, Speaker, and Author, discusses the evolving landscape of customer experience (CX) and the challenges organizations face today. He emphasizes the growing expectations of customers, the decentralization of CX roles, and the importance of

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Cultivating a Customer Experience (CX) Movement with Katie Stabler

Show Notes – Episode 8 of Your Customer, Your Success with Katie Stabler Episode Title: Cultivating a CX Movement with Katie Stabler Host: Gary Marra Guest: Katie Stabler, Founder of Cultivate Customer Experience by Design In this episode of Your Customer, Your Success, Gary Marra sits down with Katie Stabler, a passionate CX consultant, speaker,

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New Year, New Success – Kristi Faltorusso on Customer Success Strategy

E7: New Year, New Success: Kristi Faltorusso on Customer Success Strategy In this episode of Your Customer, Your Success, host Gary Marra sits down with Kristi Faltorusso, Chief Customer Officer at ClientSuccess and a Top 25 thought leader in the customer success industry. With over 13 years of experience, Kristi has built and transformed world-class

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Turn Up the Volume – Simona Costantini on the Power of Podcasting and Connections

In this episode of Your Customer, Your Success, I’m joined by the dynamic Simona Costantini, founder and CEO of Volt Productions and host of the podcasts Happiness Happens and As It Relates to Podcasting. Simona shares her incredible journey from corporate marketing to launching her own podcast production agency and building a thriving business rooted in empathy, connection, and authenticity. Simona

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Elevating Your Brand: Harnessing the Power of Thought Leadership with Kelly Schuknecht

Thought Leadership and Personal Branding with Kelly Schuknecht Episode Summary In this episode of Your Customer, Your Success, host Gary Marra chats with Kelly Schuknecht, Chief Elevation Officer of Two Mile High Marketing and host of the Beyond the Bestseller podcast. They explore the intersection of thought leadership, personal branding, and career success. Kelly shares actionable strategies to

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