SATISFYD
Podcast Description
Customer & Employee Feedback Management Solutions
Podcast Insights
Content Themes
The show addresses themes such as leadership during crises, effective marketing strategies, and customer engagement methodologies with episode topics including adapting to COVID-19 challenges in dealerships and optimizing marketing efforts to align with inventory management and customer insights.
Insightful conversations with dealership leaders and industry experts exploring leadership, culture, customer experience, and what it takes to build stronger dealerships.
In this episode of The SATISFYD Podcast, Ryan Condon sits down with 2026 SATISFYD Experience MVP Scott Backer, Customer Experience Manager at Ziegler CAT, for a conversation about leadership, culture, employee experience, and the human side of customer experience.
Scott shares his unique journey from the bicycle industry and SaaS startups into heavy equipment, along with the philosophy that shapes his approach to CX today: customer experience is not a department, it’s how people experience your culture, leadership, and systems every single day.
The conversation explores:
- Why EX and CX are deeply connected
- The meaning behind “curb-to-counter” experience
- How small operational details shape customer perception
- Creating ownership and accountability across teams
- Making customer feedback actionable inside the dealership
- Why the best CX leaders focus on people first
This episode is full of practical insights for dealership leaders looking to strengthen culture, improve consistency, and create better experiences for both employees and customers.
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