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

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. […]

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

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

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

Summary In this episode of ‘Your Customer Your Success’, host Gary Marra speaks with Josh Nutter, Vice President of Business Development at OP360. They discuss the mission of OP360 in enhancing customer experience through outsourcing, the challenges faced in the industry, and the importance of training and managing outsourced teams. Josh shares insights on the

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

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

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

🎙 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

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,

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

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

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

Welcome back to Your Customer, Your Success, where we dive into customer experience, success management, leadership, and employee engagement. In this episode, Gary Marra sits down with the inspiring Caroline Baird, an HR Executive and Consultant, a Reinvention Coach,  Event Speaker, and host of the Today’s Balance Leader podcast. With over 30 years of experience, including a decade as the

Welcome to Episode 3 of Your Customer, Your Success In this episode, we explore the intersection of financial planning, customer focus, and personal empowerment with special guest Samanda Morales. Samanda is the founder and owner of WellFin 360, an independent, fee-only financial planning and investment advisory firm. With over 20 years of experience in financial services, she’s