Your Customer, Your Success
Your Customer, Your Success
Podcast Description
Please join us on "Your Customer, Your Success", the Marra CX Hub podcast where host Gary Marra brings you insights from leading innovators excelling in customer experience and beyond. Each episode features candid conversations with experts who share their journeys, strategies, and the key mindsets driving their success. With a special focus on creating exceptional customer experiences, this podcast is designed for business leaders, solopreneurs, and anyone striving for excellence. Tune in for actionable advice, inspiration, and a bit of fun as you elevate your approach to customer-centric success.
Podcast Insights
Content Themes
The podcast emphasizes themes related to customer experience (CX), customer success, and leadership. Episodes explore varied topics such as the impact of AI on customer service, strategies for building customer loyalty, and the significance of empathy in client relationships, with specific episodes discussing decentralization in CX roles and personal storytelling in the nonprofit sector.
Please join us on “Your Customer, Your Success”, the award winning Marra CX Hub podcast where host Gary Marra brings you insights from leading innovators excelling in customer experience and beyond. Each episode features candid conversations with experts who share their journeys, strategies, and the key mindsets driving their success. With a special focus on creating exceptional customer experiences, this podcast is designed for business leaders, solopreneurs, and anyone striving for excellence. Tune in for actionable advice, inspiration, and a bit of fun as you elevate your approach to customer-centric success.
Want to be a guest on Your Customer, Your Success? Send Gary Marra a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4
Summary
In this conversation, Gary Marra speaks with Francie Jain, the founder and CEO of Terrawatt, about the critical role of coaching in organizations. They discuss how Terrawatt operates as a B2B coaching marketplace, emphasizing the importance of psychological safety in fostering employee engagement and reducing turnover. Francie shares insights on the measurable outcomes of coaching programs, the necessity of a culture of learning, and practical starting points for organizations looking to implement coaching. The conversation highlights the interconnectedness of employee experience and customer experience, and the need for consistent client experiences across coaching networks.
Takeaways
- Psychological safety is essential for team success.
- Coaching should be viewed as a business necessity, not a perk.
- High turnover rates can be significantly reduced through effective coaching.
- Customization in coaching programs enhances their effectiveness.
- Measuring the impact of coaching is crucial for understanding ROI.
- A culture of learning fosters growth and innovation.
- Leadership should prioritize psychological safety to encourage open communication.
- Having a clear North Star simplifies decision-making in organizations.
Chapters
01:00 Introduction to Terrawatt and Coaching Marketplace
02:24 Understanding the Terrawatt Model
04:43 Under-investing in Coaching
07:20 The Costs of Low Psychological Safety
10:42 Reframing Coaching as a Business Necessity
13:12 Measurable Outcomes of Coaching-$32MM Example!
21:12 Starting with Coaching in Organizations
22:40 Understanding Client Needs and Feedback
26:00 Making the Case for Coaching to the C-Suite
27:20 “Does it Hold Water?”
31:42 Chip Shots
🔗 Connect with Francie:
· LinkedIn: https://www.linkedin.com/in/franciejain/
· Website: https://terawatt.co/
🔗 Connect with Gary Marra:
· LinkedIn: https://www.linkedin.com/in/gary-marra/
· Marra CX Hub: https://marracxhub.com/
· YouTube: YCYS YouTube Page
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👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.
Want to be a guest on Your Customer, Your Success?
Send Gary Marra a message on PodMatch here:
https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4
Disclaimer
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