Are capitalism and creativity in total opposition to each other? Can organizations deliver beautiful, high-quality experiences while rapidly growing? It’s the age-old battle of quality vs. quantity. In this episode of The Customer Engagement Lab, Travis Tyler and Carmen Zita Alayeto-Moore look at both sides of the debate and try to determine how businesses can balance quality and quantity to become more sustainable in the market.

Are capitalism and creativity in total opposition to each other? Can organizations deliver beautiful, high-quality experiences while rapidly growing? It’s the age-old battle of quality vs. quantity. In this episode of The Customer Engagement Lab, <a href="https://www.linkedin.com/in/travis-scott-tyler/" rel="nofollow" target="_blank">Travis Tyler</a> and <a href="https://www.linkedin.com/in/carmenzita/" rel="nofollow" target="_blank">Carmen Zita Alayeto-Moore</a> look at both sides of the debate and try to determine how businesses can balance quality and quantity to become more sustainable in the market.

Excellence vs. Growth: How to Balance Quality and Quantity

eSign

Reid Anderson, Enterprise Sales at PandaDoc, is back, and this time he’s giving us an inside look at how to successfully sell and work with legal teams. In this episode, we’ll discuss: mistakes companies make when trying to persuade lawyers to ditch their legacy tools for new technology why it’s vital to understand the different types of legal teams to solve their specific pain points the importance of being upfront and HONEST about your products and services  Travis and Reid will also commemorate the 22nd Anniversary of the ESIGN Act by debunking the top eSign myths and answering questions about signing documents electronically.

Reid Anderson, Enterprise Sales at PandaDoc, is back, and this time he’s giving us an inside look at how to successfully sell and work with legal teams. In this episode, we’ll discuss: <ul><li>mistakes companies make when trying to persuade lawyers to ditch their legacy tools for new technology</li> <li>why it’s vital to understand the different types of legal teams to solve their specific pain points</li> <li>the importance of being upfront and HONEST about your products and services</li> </ul> Travis and Reid will also commemorate the 22nd Anniversary of the ESIGN Act by debunking the top eSign myths and answering questions about signing documents electronically.

Debunking eSign Myths and Selling To Legal Teams

In this special edition of The Customer Engagement Lab, our host, Travis, assembles a panel of marketing professionals for our first-ever Lessons From the Lab. Cat Lim, Creative Director at Pyper Inc, and Jan Aclan, Marketing Operations Manager at Multiverse.io, join Travis in the studio to discuss recent purchase decisions. For this Lessons from the Lab, we’re going to look at the popular meditation app, Headspace. We’ll dive into it all – first impressions, what they’re doing right and opportunities for improvement from the perspective of three marketing professionals. 

In this special edition of The Customer Engagement Lab, our host, <a href="https://www.linkedin.com/in/travis-scott-tyler/" rel="nofollow" target="_blank">Travis</a>, assembles a panel of marketing professionals for our first-ever Lessons From the Lab. <a href="https://www.linkedin.com/in/limca/" rel="nofollow" target="_blank">Cat Lim</a>, Creative Director at Pyper Inc, and <a href="https://www.linkedin.com/in/jan-aclan/" rel="nofollow" target="_blank">Jan Aclan</a>, Marketing Operations Manager at <a href="http://Multiverse.io" rel="nofollow" target="_blank">Multiverse.io</a>, join Travis in the studio to discuss recent purchase decisions. For this Lessons from the Lab, we’re going to look at the popular meditation app, Headspace. We’ll dive into it all – first impressions, what they’re doing right and opportunities for improvement from the perspective of three marketing professionals.

Lessons From The Lab: Headspace

Getting a haircut can be awkward because getting touched and pruned by a stranger while forcing small talk is annoying. But when you meet Nicholas Bellaro -- you'll get why his barbershop is growing so quickly that he can't seem to scale fast enough.  In this episode, you'll learn how to turn strangers into lifelong customers through nifty customer experiments, lessons, and tactics that Nick's accumulated while cutting hair for over a decade. By the end of the episode, you'll have tactics to: Ensure ﻿a thoughtful and seamless booking process Improve your conversations with authenticity &amp; empathy Build rapport quickly through trust, observation, and vulnerability

Getting a haircut can be awkward because getting touched and pruned by a stranger while forcing small talk is annoying. But when you meet Nicholas Bellaro -- you'll get why his barbershop is growing so quickly that he can't seem to scale fast enough.  In this episode, you'll learn how to turn strangers into lifelong customers through nifty customer experiments, lessons, and tactics that Nick's accumulated while cutting hair for over a decade. By the end of the episode, you'll have tactics to: <ul><li>Ensure ﻿a thoughtful and seamless booking process</li> <li>Improve your conversations with authenticity &amp; empathy</li> <li>Build rapport quickly through trust, observation, and vulnerability</li></ul>

From strangers to lifelong customers: CX tactics from a barbershop﻿﻿﻿

For most marketers, planning in-person events is not fun. Unless you're Jacob Browne, Dean of Admission at Eckerd College, he lives and breathes marketing events. From campus tours, college fairs on the road, or open houses -- Jake knows all the tricks for crafting memorable in-person events that convert. In this episode, you'll hear both Jake's mistakes and lessons for meeting face-to-face to make a lasting impression that helps close a deal. By the end of the episode, you'll have tactics to: Creatively ensure more RSVPs for your next in-person event Effectively plan your next event with unforgettable fun &amp; learning Thoughtfully intertwine various audience interests inside one event

For most marketers, planning in-person events is not fun. Unless you're Jacob Browne, Dean of Admission at Eckerd College, he lives and breathes marketing events. From campus tours, college fairs on the road, or open houses -- Jake knows all the tricks for crafting memorable in-person events that convert. In this episode, you'll hear both Jake's mistakes and lessons for meeting face-to-face to make a lasting impression that helps close a deal. By the end of the episode, you'll have tactics to: <ul><li>Creatively ensure more RSVPs for your next in-person event</li> <li>Effectively plan your next event with unforgettable fun &amp; learning</li> <li>Thoughtfully intertwine various audience interests inside one event</li></ul>

Plan & execute in-person marketing events that actually convert

Travis, Jed, and Carmen are all about finding and unlocking the power of patterns. Travis dives into how PandaDoc uses customer data to improve customer engagement, Jed covers his prospecting pattern identification process, and Carmen explores the best co-marketing tag-team patterns.

Travis, Jed, and Carmen are all about finding and unlocking the power of patterns. Travis dives into how PandaDoc uses customer data to improve customer engagement, Jed covers his prospecting pattern identification process, and Carmen explores the best co-marketing tag-team patterns.

How to spot the patterns in your customer data, prospecting, and co-marketing efforts

Travis interviews his former CEO, William Volmuth. They recount Travis' last day when he quit his job and what that was like with a fun TikTok reenactment. Bill gives Travis tips and advice for businesses looking to improve their in-store traffic with hyper-local digital marketing. They dive into the importance and prioritization of Google My Business verification, SEO audits, and PPC.

Travis interviews his former CEO, William Volmuth. They recount Travis' last day when he quit his job and what that was like with a fun TikTok reenactment. Bill gives Travis tips and advice for businesses looking to improve their in-store traffic with hyper-local digital marketing. They dive into the importance and prioritization of Google My Business verification, SEO audits, and PPC.

How to create in-store traffic with digital marketing

Travis chats with Eckerd College Environmental Studies Professor Joanna Huxster about how she makes skeptics into believers. Talking about environmental protection and climate change is tricky, and tone is everything. Learn to fix your storytelling abilities, so you inspire hope (rather than fear). ﻿

Travis chats with Eckerd College Environmental Studies Professor Joanna Huxster about how she makes skeptics into believers. Talking about environmental protection and climate change is tricky, and tone is everything. Learn to fix your storytelling abilities, so you inspire hope (rather than fear). ﻿

Fix your communication for better results: Learnings from an environmentalist

Travis interviews Veronica Swiatek, the CEO &amp; Founder of Massage Studio. Veronica gives Travis details on how she opened her first hospitality business location during a recession. She discusses the strategies and tactics she used to keep cash flowing during tough times to come out on top. Veronica now has two brick-and-mortar locations that are thriving, along with 10 new stores at Tampa International Airport.

Travis interviews Veronica Swiatek, the CEO &amp; Founder of Massage Studio. Veronica gives Travis details on how she opened her first hospitality business location during a recession. She discusses the strategies and tactics she used to keep cash flowing during tough times to come out on top. Veronica now has two brick-and-mortar locations that are thriving, along with 10 new stores at Tampa International Airport.

Relax for the win: How to massage your business through uncertainty

Travis interviews the CEO &amp; Founder of DRINK KATY'S, a hand-crafted coffee + tea company. Their company motto is "Love is brewing," and Katy is a dynamite entrepreneur who shares the ins and outs of starting her business. She went from a $5k loan to 2 Million in sales in a year and a half. She's the queen of caffeine and teaches us how to overcome challenges faced by E-commerce SMBs.

Travis interviews the CEO &amp; Founder of DRINK KATY'S, a hand-crafted coffee + tea company. Their company motto is "Love is brewing," and Katy is a dynamite entrepreneur who shares the ins and outs of starting her business. She went from a $5k loan to 2 Million in sales in a year and a half. She's the queen of caffeine and teaches us how to overcome challenges faced by E-commerce SMBs.

Spill the Tea on Your E-comm SMB ﻿

Sales &amp; marketing teams need a place to let their hair down for a good ol’ fashioned silly goose time. Laugh, learn, and (possibly) cry alongside Travis from PandaDoc as they navigate through the latest trends in customer engagement. Listen to the one business podcast that won’t put you to sleep with boring corporate jargon. Unless, of course, you have uncontrollable narcolepsy. Then good luck with that!

Travis sits down to interview PandaDoc's CMO, Nate Gilmore. We talk about why this change happened and what it means for the future of PandaDoc's marketing efforts. Nate details his perspective on his mistakes, lessons learned, and what he believes the short and long-term marketing plans are for his team moving forward. Together they watch a clip of Dave Gerhardt talking about marketing guardrails and react to what they believe are PandaDoc's marketing guardrails.

Travis sits down to interview PandaDoc's CMO, Nate Gilmore. We talk about why this change happened and what it means for the future of PandaDoc's marketing efforts. Nate details his perspective on his mistakes, lessons learned, and what he believes the short and long-term marketing plans are for his team moving forward. Together they watch a clip of Dave Gerhardt talking about marketing guardrails and react to what they believe are PandaDoc's marketing guardrails.

Transitioning from CRO to CMO: Marketing guardrails, storytelling, and learning from mistakes

Travis, Jed, and Carmen are giving tips and examples of how to research, sell, and advertise against the big competitors in your industry. Travis shares competitive intelligence best practices and PandaDoc's alternative SEO campaign. Jed covers his framework for how to respond to prospects that bring up competitors, and Carmen opens our eyes to real-world examples of when Davids beat the Goliaths with really clever and fun commercials.

Travis, Jed, and Carmen are giving tips and examples of how to research, sell, and advertise against the big competitors in your industry. Travis shares competitive intelligence best practices and PandaDoc's alternative SEO campaign. Jed covers his framework for how to respond to prospects that bring up competitors, and Carmen opens our eyes to real-world examples of when Davids beat the Goliaths with really clever and fun commercials.

The best way to research, sell, and advertise against your Goliath competitors

Travis sits down with Nick Cisko, Customer Experience Lead at PandaDoc to talk about how he works to create a better buying experience for PandaDoc prospects. We discuss how﻿﻿﻿ if businesses want to really see, understand, and fix areas of customer friction -- then they need a dedicated CX person with no biases. Stick around for the end of the episode when Nick and I play a fun game to see where he stands on some of the hottest topics in CX.

Travis sits down with Nick Cisko, Customer Experience Lead at PandaDoc to talk about how he works to create a better buying experience for PandaDoc prospects. We discuss how﻿﻿﻿ if businesses want to really see, understand, and fix areas of customer friction -- then they need a dedicated CX person with no biases. Stick around for the end of the episode when Nick and I play a fun game to see where he stands on some of the hottest topics in CX.

Easier than buying a Tesla: how to fix your CX with one new hire

Heya CEL Podcast friends! Out of respect to our friends and colleagues in the Ukraine. We are taking a brief pause on posting new content for our show. We hope you understand due to the circumstances. You'll be hearing from us soon -- stay tuned. ================================================================ If you'd like to support a humanitarian effort please do so here: https://novaukraine.org/

Heya CEL Podcast friends! Out of respect to our friends and colleagues in the Ukraine. We are taking a brief pause on posting new content for our show. We hope you understand due to the circumstances. You'll be hearing from us soon -- stay tuned. ================================================================ If you'd like to support a humanitarian effort please do so here: <a href="https://novaukraine.org/" rel="nofollow" target="_blank">https://novaukraine.org/</a>

Pausing Episodes for Ukraine

In this episode, Travis, Carmen, &amp; Jed focus on selling and advertising to unaware buyers that have never heard of you or your solution.﻿﻿﻿ How do you make them aware? How should you sell to them? How do you get them to notice you To remember you? You’ll hear from Jed Mahrle, PandaDoc’s Global Manager of Outbound Sales Development as he distinguishes between emailing aware vs. unaware prospects. We learn why his strategy for the unaware works so well for him and his team and how you can do it too. Also, on this episode — Travis chats with Carmen Zita, PandaDoc’s Brand Ops Manager about something that’s very relevant right now — Super Bowl commercials. She goes over the secret formula of successfully nailing a $6.5 million ad. Together they preview 3 Super Bowl ad teasers and predict which ones they think will do well and which ones will do poorly based on this formula. Travis focuses on a perfectly executed publicity stunt from the now popular dating app, Thursday. And how an intern with a $35 budget helped the company become one of the top 100 social media apps in the world.

In this episode, Travis, Carmen, &amp; Jed focus on selling and advertising to unaware buyers that have never heard of you or your solution.﻿﻿﻿ How do you make them aware? How should you sell to them? How do you get them to notice you To remember you? You’ll hear from Jed Mahrle, PandaDoc’s Global Manager of Outbound Sales Development as he distinguishes between emailing aware vs. unaware prospects. We learn why his strategy for the unaware works so well for him and his team and how you can do it too. Also, on this episode — Travis chats with Carmen Zita, PandaDoc’s Brand Ops Manager about something that’s very relevant right now — Super Bowl commercials. She goes over the secret formula of successfully nailing a $6.5 million ad. Together they preview 3 Super Bowl ad teasers and predict which ones they think will do well and which ones will do poorly based on this formula. Travis focuses on a perfectly executed publicity stunt from the now popular dating app, Thursday. And how an intern with a $35 budget helped the company become one of the top 100 social media apps in the world.

Publicity stunts, Super Bowl Ads, & email prospecting to reach unaware buyers

In this episode, Travis sits down with "Ya Boi Tucker" a ridiculous persona created by Senior Brand Marketing Manager, Todd Clouser, from Refine Labs. Together Travis and Todd explore how Todd creates video content for Refine Labs to build an audience and brand awareness for the explosive marketing agency. Todd explains how he creates his TikToks, what goes into the overarching strategy, and how to make it a genuine channel for audience growth.

In this episode, Travis sits down with "Ya Boi Tucker" a ridiculous persona created by Senior Brand Marketing Manager, <a href="https://www.linkedin.com/in/toddclouser/" rel="nofollow" target="_blank">Todd Clouser, from Refine Labs</a>. Together Travis and Todd explore how Todd creates video content for Refine Labs to build an audience and brand awareness for the explosive marketing agency. Todd explains how he creates his TikToks, what goes into the overarching strategy, and how to make it a genuine channel for audience growth.

TikTok Strategies for B2B Brands with Todd Clouser

In this episode, I explore the greatest PR scandal comeback story in recent history. Airbnb laid off 25% of its workforce and then, 15 months later, IPO'd. And their numbers are better than ever because of really thoughtful and smart leadership. While this is less of a scandal and more of a PR hardship, it's a lesson in how to avoid a scandal and keep your business resilient during tough times. Later, Jed shares his tips for successful outreach when a prospect experiences both good and bad PR moments. He calls them outreach "triggers" that can be used for personalized targeting when building your prospecting lists. Lastly, Carmen and Travis discuss how Better.com leadership failed to take corrective action when their CEO fired 900+ employees on a single zoom call. Consider it the opposite of AirBnb's story. We explore the difference between resilient products that can withstand bad press and those that can't bounce back.

In this episode, I explore the greatest PR scandal comeback story in recent history. Airbnb laid off 25% of its workforce and then, 15 months later, IPO'd. And their numbers are better than ever because of really thoughtful and smart leadership. While this is less of a scandal and more of a PR hardship, it's a lesson in how to avoid a scandal and keep your business resilient during tough times. Later, Jed shares his tips for successful outreach when a prospect experiences both good and bad PR moments. He calls them outreach "triggers" that can be used for personalized targeting when building your prospecting lists. Lastly, Carmen and Travis discuss how <a href="http://Better.com" rel="nofollow" target="_blank">Better.com</a> leadership failed to take corrective action when their CEO fired 900+ employees on a single zoom call. Consider it the opposite of AirBnb's story. We explore the difference between resilient products that can withstand bad press and those that can't bounce back.

Surviving & leveraging PR scandals/triggers in marketing + sales

In this episode, we find out how and why Shawn Herring implemented a B2B secret shopper experiment at PandaDoc.  We uncover the biggest gaps and challenges that customers experienced when trying to buy PandaDoc's software. Shawn explains how beneficial it is to carve out a marketing role that is completely dedicated to fixing the buyers journey. Shawn tells us about how coupling prospect and customer data with his secret shopper experiment allowed marketing and product teams to come up with lots of solutions to make buying and using PandaDoc as a first-timer simpler and more useful during a free trial.

In this episode, we find out how and why Shawn Herring implemented a B2B secret shopper experiment at PandaDoc.  We uncover the biggest gaps and challenges that customers experienced when trying to buy PandaDoc's software. Shawn explains how beneficial it is to carve out a marketing role that is completely dedicated to fixing the buyers journey. Shawn tells us about how coupling prospect and customer data with his secret shopper experiment allowed marketing and product teams to come up with lots of solutions to make buying and using PandaDoc as a first-timer simpler and more useful during a free trial.

Engaging and winning over free trial users with Shawn Herring

Jack Shonkwiler

We are entering a very interesting time in regards to how brands communicate with their audience, opting for a much more casual tone. The brand ads of today wouldn’t have stood a chance at being approved 30 years ago. On this episode, Travis speaks withJack Shonkwiler, Director of Brand and Digital Marketing at PandaDoc, about the limits of copy, website features that should never be used again, and tips to building a brand while also enabling demand gen. In this episode: Pushing the limits of copy The worst B2B website features Building a brand &amp; enabling demand gen Non-profit vs for-profit marketing  Subscribe to The Customer Engagement Lab here and never wake up in a cold sweat worrying you missed an episode ever again. Listening on a desktop &amp; can’t see the links? Just search for The Customer Engagement Lab in your favorite podcast player.

We are entering a very interesting time in regards to how brands communicate with their audience, opting for a much more casual tone. The brand ads of today wouldn’t have stood a chance at being approved 30 years ago. On this episode, Travis speaks with<a href="https://www.linkedin.com/in/jackshonkwiler/" rel="nofollow" target="_blank">Jack Shonkwiler</a>, Director of Brand and Digital Marketing at <a href="https://www.linkedin.com/company/pandadoc/" rel="nofollow" target="_blank">PandaDoc</a>, about the limits of copy, website features that should never be used again, and tips to building a brand while also enabling demand gen. In this episode: <ul><li>Pushing the limits of copy</li> <li>The worst B2B website features</li> <li>Building a brand &amp; enabling demand gen</li> <li>Non-profit vs for-profit marketing</li> </ul> Subscribe to The Customer Engagement Lab here and never wake up in a cold sweat worrying you missed an episode ever again. Listening on a desktop &amp; can’t see the links? Just search for The Customer Engagement Lab in your favorite podcast player.

Branding your way from cute startup to tech unicorn with Jack Shonkwiler

John Adams

We have the first true software engineer, developer, and software architect on the show today.  And no, we’re not going to talk about tips for API products, but we will discuss changing tool providers, a distrust of advertorial websites, and the importance of quality materials in your swag.  On this episode, Travis speaks with friend and former colleague, John Adams, Principal Engineer at Fanatics, about awareness and expectations for post purchase.  In this episode: Discussing awareness and product awareness w/ Twitter Important steps to take post purchase Distrusting advertorial websites  Subscribe to The Customer Engagement Lab here and never wake up in a cold sweat worrying you missed an episode ever again. Listening on a desktop &amp; can’t see the links? Just search for The Customer Engagement Lab in your favorite podcast player.

We have the first true software engineer, developer, and software architect on the show today.  And no, we’re not going to talk about tips for API products, but we will discuss changing tool providers, a distrust of advertorial websites, and the importance of quality materials in your swag.  On this episode, Travis speaks with friend and former colleague, <a href="https://www.linkedin.com/in/johnquinceyadams/" rel="nofollow" target="_blank">John Adams</a>, Principal Engineer at <a href="https://www.linkedin.com/company/fanatics-inc-/" rel="nofollow" target="_blank">Fanatics</a>, about awareness and expectations for post purchase.  In this episode: <ul><li>Discussing awareness and product awareness w/ Twitter</li> <li>Important steps to take post purchase</li> <li>Distrusting advertorial websites</li> </ul> Subscribe to The Customer Engagement Lab here and never wake up in a cold sweat worrying you missed an episode ever again. Listening on a desktop &amp; can’t see the links? Just search for The Customer Engagement Lab in your favorite podcast player.

Selling your heart out to software engineers with John Adams

Sales &amp; marketing teams need a place to let their hair down for a good ol’ fashioned silly goose time. Laugh, learn, and (possibly) cry alongside Travis from PandaDoc as they navigate through the latest trends in customer engagement.  Listen to the one business podcast that won’t put you to sleep with boring corporate jargon. Unless, of course, you have uncontrollable narcolepsy. Then good luck with that!

The Customer Engagement Lab

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