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Greg Wasserman has spent his career in media and relationships ... not in CX. But listen to how he talks about community, humanization, and audience connection and you'll hear customer experience thinking at every turn. As head of relationships at RSS.com, Greg is helping podcasters grow and think strategically about their shows. The lessons reach well beyond podcasting.

• Audience vs. community: a community talks back and helps each other ... an audience just consumes
• Silos exist at every company size ... what changes is whether the mindset does
• Humanizing software means giving customers access to real people, not just good UI
• Greg went from churn-and-burn sales to taping chocolate bars to his business card ... the relationship era of his career
• A podcast is the greatest relationship engine available ... and downloads are not the point

CHAPTERS
00:00 Introduction
01:35 Every role has a customer ... even if the title doesn't say so
03:21 Silos, startups, and losing the customer in the noise
05:59 Audience vs. community ... what's the real difference
08:13 Building community at RSS.com and why humanization matters
12:47 Balancing raw customer input with product roadmap decisions
14:41 First Class Lounge
19:44 How Greg's sales approach broke and what replaced it
22:47 The chocolate bar strategy and customer lifetime value
23:55 Where software companies get experience right ... and where they miss
27:05 Everyone should have a podcast
30:19 Podcasting as a relationship engine, not a download game
31:38 Where to find Greg

Greg Wasserman on LinkedIn: https://www.linkedin.com/in/gregwasserman/

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).