The Outside In podcast explores the strategies and philosophies of leaders at the world’s most customer-centered brands.
Associate Director at C Space
Dan Sills produces C Space’s customer experience podcast, Outside In, which The Huffington Post called one of “The 7 Best Business Podcasts You Should Be Listening To” and Entrepreneur included in a list of “Best Podcasts for Entrepreneurs.” When he’s not locked in an edit suite, Dan talks at Story Slams and was a 2016 grandSLAM finalist for cult storytelling circle The Moth.
Are you familiar with our popular podcast, Outside In? Each episode is an advice-filled journey into the minds of leaders in business, media, and academia, and offers an inside-look into how they build customers into the way they work.
Episodes are made for a commute or a dog walk – each is 15 to 20 minutes long. It’s among the best business podcasts for people who care about leadership, marketing, innovation, or customer experience. You can listen to and subscribe to Outside In here, on iTunes, or wherever you get your podcasts.
There’s a new episode every week. If you don’t know where to start, we’ve created this handy little guide to help you.
1. President’s Customer Agenda
Liza Landsman, the president of Jet.com, is a major player in the Walmart-Amazon e-commerce wars. Blaine Hurst, president of Panera Bread, is cleaning up food. So is Lisa Mann, president of global nutrition at PepsiCo, who is charged with making the company the biggest and best nutrition company in the world. All of these are no small feats!
PepsiCo: PepsiCo is on a Nutrition Mission
2. Customer Change Agents
Understand what it’s really like to transform a business from the outside in. Get advice and insight into how these global B2B and B2C companies are building customers into their operations and culture.
3. Industry Disruptors
There’s a lot to learn from the new guys. Hear from trailblazers at these fast-growing startups – how they’re redefining what it means to be a customer centric, from the start.
Tandem Bank: Fintech’s Customer Advantage
4. Lessons from Experts & Professors
Want to know what the heck is happening to an industry, to marketing, or to the business landscape in general – and where the customer fits in? Widen your perspective with lessons from industry experts and professors from the world’s most distinguished business schools.
Forbes journalist/retail expert/VC investor: Why So Many Stores Are Closing Now
London Business School: How Can Marketers Close the Empathy Gap?
Harvard Business School: It is NOT the Year of the Customer
5. CMO Central
With how quickly customers’ tastes are changing, it’s an exciting (and often challenging) time to be a marketer. Looking to understand how marketing is evolving with customers? Look no further.
6. Bigtime Innovators
What exactly is “innovation,” and how does it happen? Guests from the world’s most innovative companies take you under the hood.
General Electric: Is Innovation a Dirty Word at GE?
7. Customer-Driven Leaders
Customer obsession is real. These leaders are proof; they’re using it to shape their entire company culture.
Wells Fargo: Wells Fargo’s Mission to Make Banking More Human
The New York Times: Building Customer Experiences at The New York Times
8. Customer Experience Master Classes
For a brand, customers are judging you based on their last best experience – no matter the industry. That’s why customer experience requires thoughtful planning, execution, and, of course, customers. These are the people who are getting it done.
Verizon & The Nature’s Bounty: Two Companies, One Goal: Designing a Winning Customer Experience at Verizon and The Nature’s Bounty
You may be interested in:
Stop & Shop Debuts Ads Focusing on Empathy
The Stop & Shop Supermarket Co. LLC has teamed with customer agency C Space on an advertising campaign, “You Got It,” featuring documentary-style TV commercials in which real customers go about their busy daily lives – and how the grocer can help them get stuff done.
Stop & Shop ad campaign spotlights ‘real people’
by Russell Redman
Stop & Shop is supporting the launch of a major store refresh program with an advertising campaign reflecting the chain’s customer-centric strategy. Called “You Got It,” the campaign takes a real-people approach in showing how Stop & Shop helps on-the-go customers navigate their daily routines so they could spend more time with their families. The documentary-style campaign, developed by Boston-based customer agency C Space, kicked off on television, radio, online video and out-of-home media on Friday in Connecticut and on Monday in Massachusetts, Rhode Island and New York.
Getting into consumers’ mindset: five emotional cues that drive sales and loyalty
by Sasha Fedorenko
Consumers that find retailers’ using the same set of emotional factors in their services found in strong human relationships including the relevance of experiences, ease of shopping, transparency in communications, understanding their needs and preferences and emotional rewards for their loyalty-are likely to spend and stay loyal, suggests a study by C Space.
5 Retailers With the Best Customer Experiences of 2018
by Jamie Grill-Goodman
Trader Joe’s offers the best retail customer experiences of 2018, as revealed by a study from C Space. The study demonstrates that it’s the emotional aspects of customer experience that help companies stand out from the competition and create growth.
Nordstrom, Sephora among leaders in consumer connection
Department store chain Nordstrom is among the brands offering the best customer service experiences and emotional connectivity, according to a new report by global customer agency C Space.
Leading the Way for Customer Experience
The [Customer, Experienced.] report by C Space shows that Jet2.com is the 5th best company for delivering a great customer experience. The study is based on almost 6,000 UK consumers who shared their opinions on more than 1,000 companies. The study asked customers to rate the companies against 21 emotional cues, including ‘They notice and appreciate my loyalty’, ‘They Understand My Needs’ and ‘They Make Customer Experience the Number One Job’.
Trader Joe’s, Costco, ALDI seen as experience leaders
Trader Joe’s, Costco and ALDI do a great job connecting with customers emotionally and get high ratings on customer experience as a result, according to a study from the C Space agency. Consumers perceive these stores as superior when it comes to sharing their values, such as appreciating their loyalty, the report says.
The brands with the best customer experiences are…
Chain Store Age
Trader Joe’s, L.L.Bean, and Nordstrom were the retail brands the scored the highest in a report on the best customer experiences of 2018 by global customer agency C Space, a division of Interbrand Group of Companies. Amazon, Costco, REI, Bath & Body Works, Sephora and Aldi also made the top 25. (St.Jude Children’s Hospital was No. 1.)