76. When Customer Experience Becomes An Existential Experience w/ Todd Hockenberry

<p><span style="font-weight: 400;">Our ideas about customer experience have probably changed drastically due to the COVID-19 pandemic. Customer experience is no longer just about getting value from a service or experience. It’s actually about helping each other survive.</span></p> <p> </p> <p><span style="font-weight: 400;">When customer experience is that essential to keeping our livelihoods and lives safe, we have to revisit its deepest foundation: relationships.</span></p> <p> </p> <p><span style="font-weight: 400;">In this episode, I interview</span> <a href= "https://www.linkedin.com/in/toddhockenberry"><span style= "font-weight: 400;">Todd Hockenberry</span></a><span style= "font-weight: 400;">, Consultant, Advisor, and Coach at</span> <a href="https://www.top-line-results.com/"><span style= "font-weight: 400;">Top Line Results</span></a><span style= "font-weight: 400;">, about customer centricity and inbound organization.</span></p> <p> </p> <p><span style="font-weight: 400;">What we talked about:</span></p> <p> </p> <p><span style="font-weight: 400;">- Alignment is actually about teamwork</span></p> <p> </p> <p><span style="font-weight: 400;">- True customer-centricity means knowing more about the customer than they know about themselves</span></p> <p> </p> <p><span style="font-weight: 400;">- A traditional playbook is just frustrating your reps & customers</span></p> <p> </p> <p><span style="font-weight: 400;">- We are all connected, and no one can succeed alone</span></p> <p> </p> <p><span style="font-weight: 400;">Check out this resource we mentioned during the podcast:</span></p> <p> </p> <p><span style="font-weight: 400;">- Dan’s book is</span> <a href= "https://www.inboundorganization.com/"><span style= "font-weight: 400;">Inbound Organization</span></a></p> <p> </p> <p><span style="font-weight: 400;">- His coauthor Dan Tyre was also a</span> <a href= "https://bombbomb.com/blog/sales-prospecting-video-email-dan-tyre-hubspot/"> <span style="font-weight: 400;">guest</span></a> <span style= "font-weigh