Walk the Walk

A podcast about customer experience. Because everyone wins when we focus on what matters. Walk the Walk is a podcast for leaders doing the hard work to run a values-based organization from the top down, and side to side.

S2E6: Jake Sorofman // The Steel Thread of CX 11/02/2023

S2E6: Jake Sorofman // The Steel Thread of CX This week, Andi and Jon speak with Jake Sorofman about how customer experience aligns throughout the entire company - from employee experience to sales through delivery. Jake Sorofman is Chief Marketing Officer of Visier. Previously, Jake was president of MetaCX, an early stage SaaS company transforming CRM and customer success with a platform for defining and measuring value in stakeholder relationships; CMO of Pendo, the leading product analytics and digital adoption platform; and chief of research at Gartner, where he advised and published on CMO and customer experience topics. His writing has appeared in dozens of publications, including Forbes, Inc., and Harvard Business Review. He holds a BA in English and Political Science from University of New Hampshire, an MBA from Bentley, an MA in Liberal Studies from University of North Carolina Asheville, and a USCG 50 Ton Master Captain’s License. /episode/index/show/walk-the-walk/id/28501310

S2E5: Bret Starr // How to Fix Everything in Sales & Marketing 10/03/2023

S2E5: Bret Starr // How to Fix Everything in Sales & Marketing Bret Starr joins us this week in a fascinating talk about how and why marketing needs to change - and how better customer experience across the board is the answer. Grab : A Humble Guide To Fixing Everything In Brand, Marketing, And Sales Bret is founder and CEO of The Starr Conspiracy, an experience agency that has served thousands of tech companies around the world since 1999. Bret has dedicated his entire career to developing abundant employee, customer and shareholder experiences. He is an author, speaker and executive, but spends most of his time in the lab researching and creating experience models to help make the human-first value chain a broad reality. /episode/index/show/walk-the-walk/id/28150643

S2E4: Matthew Oliphant // How to Actually Listen to Your Customers 09/26/2023

S2E4: Matthew Oliphant // How to Actually Listen to Your Customers This week, UX researcher Matthew Oliphant joins Jon and Andi to talk about how better understanding can lead to better UX. Matthew is the Head of Design and Research at Studio VO. He is an experienced design and research leader who has improved dozens of products and services in multiple industries, such as Healthcare, Financial Services, and Education. He cares deeply about empowering humans to live with less suffering and more dignity—and does his best to make sure technology supports that goal rather than its usual hindrance. He loves coffee, motorcycles, and long walks off short piers. /episode/index/show/walk-the-walk/id/28150199

S2E3: Great CX is Based on Data & Discipline 08/22/2023

S2E3: Great CX is Based on Data & Discipline Designing a business (product or service!) based on assumptions of what your customers like or dislike can be a huge misstep. Jon and Andi talk in this episode about how to ask great questions of your clients or customers, how to get to the heart of the problems they face, and how to prioritize those problems. /episode/index/show/walk-the-walk/id/27822339

S2E2: The Sales & CX Overlap 08/03/2023

S2E2: The Sales & CX Overlap Far too many organizations overlook the importance of CX in their sales process -- and it shows. We talk a bit about brands that get it right, and how, as well as some missteps that put us off from the gate. /episode/index/show/walk-the-walk/id/27652239

S2E1: The New Customer 07/07/2023

S2E1: The New Customer In this episode, we're talking about The New Customer, a report published last month discussing seven ways customers have "significantly changed" since the pandemic hit. Link to the report: /episode/index/show/walk-the-walk/id/27395877

S2: Introducing Jon Jones, and Season 2 06/14/2023

S2: Introducing Jon Jones, and Season 2 Welcome back to season 2 of Walk the Walk: where we continue to talk to leaders running values-based businesses. Season 2 will feature a new cohost, Jon Jones, CEO of and focus on the role of CX in aligning with your values - both internally and externally. Every interaction with a brand is an opportunity to make an impression - whether it’s on purpose or accidental. Great customer experience can improve all aspects of your business by intentionally fostering trust with every customer, in every interaction, every time. Want to win more deals? Customer experience. Higher profitability? Customer experience. Improved team culture? You guessed it - CX is vital here too. /episode/index/show/walk-the-walk/id/27148917

S1E10: Michelle Royal on Unleashing and Learning Innovation 09/08/2020

S1E10: Michelle Royal on Unleashing and Learning Innovation The thing most innovative companies have in common is a deep understanding of their customer's needs. Michelle Royal knows; she's been helping companies unleash their innovative potential for nearly 20 years through her consultancy, Royal Innovation Design Group (RIDG). /episode/index/show/walk-the-walk/id/15919301

S1E9: Colin McIntosh on Building Value and Giving Back 08/31/2020

S1E9: Colin McIntosh on Building Value and Giving Back Colin is the CEO and founder at Sheets & Giggles, a start-up that makes eco-friendly (and ultra comfy) bedding out of eucalyptus trees. Colin knew he wanted to found a business that could make an impact on his community and the earth, and he did it. /episode/index/show/walk-the-walk/id/15818999

S1E8: Roger Germann on Guiding Principles and Pivoting in a Pandemic 08/24/2020

S1E8: Roger Germann on Guiding Principles and Pivoting in a Pandemic As President & Chief Executive Officer of The Florida Aquarium, Roger Germann's leadership has been instrumental in guiding this Tampa attraction through some very difficult times. /episode/index/show/walk-the-walk/id/15676847

S1E7: Erik Smith on Listening, Learning, and How to Talk About Race 06/15/2020

S1E7: Erik Smith on Listening, Learning, and How to Talk About Race There is power in listening. It can broaden perspectives and be a fundamental step towards understanding and atonement. Erik Smith knows; he owns a diversity, equity and inclusion (DEI) consultancy and he's been helping organizations understand their role in systemic racism for most of his career. /episode/index/show/walk-the-walk/id/14829167

S1E6: Janet Craig and Barbra Anderson on Sustainability, Profitability and Culture 06/01/2020

S1E6: Janet Craig and Barbra Anderson on Sustainability, Profitability and Culture Whether you're a solo-preneur or a Fortune 10 company, your clients and customers want you to take a stand – and to really live the stand you take. /episode/index/show/walk-the-walk/id/14627933

S1E5: Nancy Lyons on Alignment, Ownership and Working Like a Boss 05/25/2020

S1E5: Nancy Lyons on Alignment, Ownership and Working Like a Boss Nancy Lyons is the CEO at Clockwork, a digital consultancy, and the author of "Work Like a Boss, A Kick in the Pants Guide to Finding and Using Your Power at Work." /episode/index/show/walk-the-walk/id/14526425

S1E4: Jeremy Stayton on Becoming a B-corp, Burning Man and How to Hire Right 05/18/2020

S1E4: Jeremy Stayton on Becoming a B-corp, Burning Man and How to Hire Right Becoming a B-corp is no small feat, so why is this small managed services provider going through the trouble? Learn from Jeremy Stayton, CEO at Sym.bio, an "IT-as- a-Platform" company. Jeremy is an entrepreneur, a black rock ranger, a leader within the ManKind Project, a father, and husband. He's got an interesting background and more importantly, a very interesting future as a values-based leader. /episode/index/show/walk-the-walk/id/14469407

S1E3: Jennifer Dary on Becoming a Manager and Firing People with Grace 05/11/2020

S1E3: Jennifer Dary on Becoming a Manager and Firing People with Grace Firing people is hard, especially when you have a small, close-knit team. But it's an absolutely essential part of running a successful businesses. Learning to let people go with grace and kindness is a skill that Jen Dary teaches people to do well. /episode/index/show/walk-the-walk/id/14369627

S1E2: Susan Scherer on Weed, Ice Cream, and Cancer Treatment 05/05/2020

S1E2: Susan Scherer on Weed, Ice Cream, and Cancer Treatment Susan Scherer is a decorated oncology nurse and entrepreneur who takes patients' rights very seriously. Her company, Heavenly Hash Creamery, produces high-fat, high-protein ice cream used for cancer patients. The twist? The ice cream also includes CBD, because cancer patients need it. /episode/index/show/walk-the-walk/id/14297972

S1E1: Dr. Jen Hall on values & resilience 05/04/2020

S1E1: Dr. Jen Hall on values & resilience The COVID-19 pandemic has presented a lot of opportunities for leaders to really stand up and make an impact in either positive or not-so-positive ways. Dr. Jennifer Hall, an executive coach, leadership trainer, and assessment author, talks to Andi about how leaders can use their core values to help guide their behavior during this uncertain time. /episode/index/show/walk-the-walk/id/14277482

This is Walk the Walk. 04/30/2020

This is Walk the Walk. Andi Graham has spent the past 15 years building a successful nationally-recognized marketing agency built on integrity, transparency, and strong core values. In this podcast, Andi will talk to entrepreneurs and experts about what it takes to run a true values-based organization, the difficult decisions necessary, and how to use those values to find and grow your business. /episode/index/show/walk-the-walk/id/14215643

Walk the Walk

TOPICS