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November 2016
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Syndication

In this episode, I sit down with the VP of Mapp Digital, Sean Shoffstall, to talk about:

  • Sean's role at Mapp Digital and the makeup of his team [5:20]
  • Why they perform consumer surveys [8:15]
  • Why the 18-35 group still prefers email [18:09]
  • How retailers have used their engagement platform to drive results [19:23]
  • The big mistakes companies are making [27:37]
  • Who out there is doing this well? [35:30]
  • What you can apply to your own business [40:08]


Notable Quotes:
"MAPP Digital is probably the largest digital marketing company you've never heard of." - Sean Shoffstall


"We've been doing this marketing thing for a really long time." - Sean Shoffstall

Guest:
Sean Shoffstall is a well-known and successful digital marketing entrepreneur, technology innovator and marketing strategist. Over his 20-year career, he has worked with top global brands providing leadership, strategy and execution in both B2C and B2B settings.


Company:
Mapp Digital is one of the largest independent digital marketing technology companies in the world. Built by marketers for marketers, Mapp provides a comprehensive family of software and customer-centric services including a sophisticated data management platform; tools that optimise email, mobile, app, social and web marketing; and campaign management and strategy consulting.


Connect:
Sean Soffstall 

https://www.linkedin.com/in/shoffstall

 

Mapp Digital

https://www.linkedin.com/company/mapp-digital
www.mapp.com

Direct download: Episode_97_mixdown.mp3
Category:general -- posted at: 6:16am PDT

Notable Sections:

  • Catherine's background and role at Oracle Marketing Cloud [1:47]
  • Why it's important to work directly with customers [4:30]
  • Here approach to helping customers [8:03]
  • How to differentiate your company with a culture of customer experience [12:23]
  • Catherine's personal experience with churn as a customer [18:18]
  • How brands can develop a greater sense of intimacy with their customers [26:45]

Notable Quotes:
"Customer success is really about understanding where your customer is in their process and what problems they are facing." - Catherine Blackmore


"Customer experience will be the defining competitive advantage in the marketplace" - Catherine Blackmore

Guest:
Catherine Blackmore is the General VP of Global Customer Success at Oracle Marketing Cloud. She is a thought leader and innovator in the area of Customer Success, with over 20 years of experience helping a diverse list of clients from small business to Fortune 100 customers.

Resources:
The 11 Pillars of Customer Success
The Operations of Customer Success
Your First 90 Days as a Customer Success Leader
Customer Success Evolves

Connect:
LinkedIn
Twitter

Direct download: 096.mp3
Category:general -- posted at: 7:03am PDT

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