• Will customer experience become as fragmented as marketing
  • An interview with Ann Handley, author of Everybody Writes
  • And our Customer Hero is #1 Cochran Automotive

Will Customer Experience Become as Fragmented as Marketing?Ann Handley, author of Everybody Writes Podcast Interview

Jeannie and Adam discuss whether or not customer experience will become as fragmented and specialized as marketing and other developed industries like accounting and law.

Adam argues that increased specialization is the natural progression in any developing industry.

Jeannie warns against having too broad a job description and describes how specialization has benefited her.

Discussion begins at 1:40.

Interview with Ann Handley, Author of Everybody Writes

Jeannie and Ann share how they first met in a somewhat unusual way at South by Southwest.

Ann tells us she wrote Everybody Writes to empower people and to provide a CALL TO ARMS to create better content. (It’s about the substance of writing over the mechanics!)

Hear why Ann says the era of the marketing generalist is done, and marketing will become more specialized. They also discuss  how many companies still see content and social as bolted on instead of as a central component of marketing.

Lots of great content in this interview about content!

Interview begins at 6:35.

Customer Hero, Customer Zero: #1 Cochran Automotive

#1 Cochran Automotive is making waves by shifting to a more customer-centric approach to selling cars. They realized their customers were not the types who wanted to haggle but the types who preferred a better experience.

Most of #1 Cochran Automotive’s numbers have gone up, and Adam tells a story about a bad car buying experience.

Discussion begins at 24:35.

People, Places, and Things from the Podcast:


Be Your Customer’s Hero– Adam’s new book, Be Your Customer’s Hero, Real-World Tips and Techniques for the Service Frontlines, is available now! This is a one-stop training guide for anyone who works with customers.

How to Sponsor:


Guest Speaker / People

  • Ann Handley is a Wall Street Journal best-selling author, keynote speaker, and the world’s first Chief Content Officer. Ann speaks and writes about how you can rethink the way your business markets. Cited in Forbes as the most influential woman in Social Media and recognized by ForbesWoman as one of the top 20 women bloggers, Ann Handley is the Chief Content Officer of MarketingProfs, a training and education company with the largest community of marketers in its category.  Twitter (Marketing Profs) | Twitter (Ann) | LinkedIn
  • #1 Cochran Automotive

Take care of yourself and take care of your customers.


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