Episode released on: October 16th, 2023

Introduction:

In the recent episode of the CX Goalkeeper Podcast, I had the pleasure of sitting down with Jim Rembach, a seasoned expert in customer experience (CX) and contact center operations. Known for his dynamic insight into human-centric business strategies, Jim delved into the interplay between artificial intelligence (AI) and human interaction in B2B sales environments. Our lively discussion traversed through the significance of forward-thinking, the essence of understanding customer needs, and the pivotal role of differentiation in today’s competitive market. Join us as we unravel the nuances of fostering meaningful connections in the B2B landscape, and explore actionable takeaways to enhance your customer engagement and boost sales growth. The episode sheds light on the indispensable human element that drives authentic customer experiences and ultimately, business success.

AI and Human Interaction:
- Gregorio Uglioni mentions the influx of AI bots on LinkedIn and emphasizes the importance of personal relevance in outreach. Jim Rembach agrees and elaborates on the limitations of AI in emulating human emotions which play a significant role in decision-making.
Forward Thinking and Customer-Centricity:
- Gregorio Uglioni asks about forward-thinking to anticipate customer needs. Jim Rembach stresses that forward thinkers should focus on actual customer data instead of personal assumptions, and emphasizes the importance of qualitative data to understand the ‘why’ behind customer behaviors.
Brand Awareness vs. Customer Understanding:
- Jim Rembach warns against over-reliance on brand awareness, advocating instead for a deeper understanding of prospects and buyers. He also mentions the importance of long-term relationship building over short-term gains.
Differentiation and Customer Retention:
- Jim Rembach advises against doing what everyone else is doing if a business wants to stand out. He underscores the importance of human-to-human interactions in retaining customers and differentiating in the market.
The Future of CX in B2B Sales:
- Jim Rembach expresses concerns about the over-emphasis on efficiency through AI at the cost of effective human interaction. He also mentions that the fundamentals of CX won’t change, and businesses should focus on treating customers as humans rather than objects.
Contacting Jim Rembach:
- Gregorio Uglioni inquires about the best way to contact Jim, who provides his contact information and mentions LinkedIn as a viable platform for connection.
Insanity and Differentiation:
- Jim Rembach ends with a reinterpretation of Einstein’s quote on insanity, stressing the importance of differentiation in a crowded market, and maintaining a human-centric approach for sustainable success in B2B sales and CX.
Closing Remarks:
- Gregorio Uglioni thanks Jim for the insightful discussion, emphasizing the takeaways for the audience and reminding them of the human-to-human aspect of the business, which is central to improving CX and achieving growth in B2B sales.

About today’s guest:

Jim Rembach is a seasoned expert in the realms of B2B Sales Strategies and Customer Experience, bringing a wealth of knowledge and a human-centric approach to the table. With a strong emphasis on building meaningful connections in the business sphere, Jim challenges conventional methods by advocating for a deeper understanding and engagement with customers. His perspective, rooted in the belief that genuine human interactions are a cornerstone for success in the B2B landscape, provides a fresh and much-needed take on how businesses can navigate the complex waters of sales and customer satisfaction. Through his insightful narratives, Jim encapsulates the essence of creating value not just for businesses but for the customers they serve, shedding light on the path towards sustainable growth and meaningful business relationships.

Quote

“Insanity is doing the same thing as everyone else and expecting to stand out.”
Jim Remabach

“Are you treating your customers as objects or humans?”
Jim Rembach

“If you look like everyone else, do you think you’re going to win in those revenue opportunities? It’s not going to happen.”
Jim Rembach

“The customer experience has been continuing to decline… more and more companies are getting heavily funded, to provide push button relationships, in regards to marketing and selling, same thing with customer experience.”
Jim Rembach

“Most decisions in B2B sales right now are being lost to no decision… the stakes in B2B purchasing are significantly higher than they are in B2C.”
Jim Rembach

“If you just took that number, and didn’t buy, that could be the wrong decision. Because you didn’t look at the qualitative information where the person was saying, ‘Hey, this is a great product.’
Jim Rembach

“Most marketers and sellers are spending about 80% of their money on trying to build their brand… what they should be doing is focusing in on your prospects and your buyers.”

Jim Rembach

Chapters:

00:00 Start
01:26 Introduction to Jim Rembach and the discussion topics
04:52 The Importance of Human Interaction in B2B Sales
08:21 Over-reliance on Technology and Data
12:15 The Role of Emotions in Decision-Making
18:13 Forward-Thinking and Anticipating Customer Needs
23:36 Boosting B2B Revenues through Customer Experience
30:06 Future of CX in B2B Sales
33:25 Contacting Jim Rembach
34:17 Jim’s Golden Nugget: Standing Out in B2B
35:58 Closing Remarks and Goodbye

Contact Details:

Golden Nuggets:

Jim’s Golden Nugget is an adaptation of the famous quote by Albert Einstein about insanity. He suggests that insanity is not just doing the same thing over and over again and expecting a different result, but rather, doing the same thing as everyone else and expecting to stand out. He emphasizes the importance of standing out for the right reasons by showing customers that you care about them and their success, indicating that this approach will lead to better outcomes in B2B marketing, selling, and customer experience.

Summary of the Episode:

In the latest episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a captivating discussion with Jim Rembach, a seasoned expert in customer experience (CX) and B2B sales strategies. They delve into the human element in B2B sales, the potential and limitations of AI, and share invaluable insights on forward-thinking leadership in CX.

The Role of Emotion and AI in Sales:

Gregorio touches on his experience with AI bots on LinkedIn, emphasizing a need for more personalized interactions. Jim concurs, noting that while AI can enhance processes, it lacks the ability to evoke the right emotions which are crucial in decision-making. He states, “the emotion that [AI] actually evokes is the one that you don’t want“.

Forward-thinking Leadership:

The conversation shifts towards forward-thinking leadership and how it can significantly impact customer preferences and sales. Jim advises against anticipating customer needs based solely on personal biases. He underscores the importance of utilizing data to understand customer actions, mentioning that, “forward thinkers don’t do that anticipation“. He elaborates on the need to delve into qualitative data to understand the ‘why’ behind customer behavior, instead of merely focusing on quantitative data which represents the ‘what’.

Boosting B2B Revenues through CX:

Gregorio inquires about real-life cases where CX directly enhanced B2B revenues. Jim highlights common missteps such as overemphasis on brand awareness and playing in a “red ocean” where differentiation is tough. He advises focusing on understanding prospects and buyers to a degree that competitors can’t match. He notes, “if you look like everyone else, do you think you’re going to win in those revenue opportunities? It’s not going to happen“.

Advice for Newcomers and Future of CX in B2B Sales:

Jim shares his perspective on the future of CX in B2B sales, expressing concerns over the declining customer experience trend and the over-reliance on AI for efficiency. His advice to newcomers centers around treating customers as humans, not objects, and ensuring that business metrics reflect a genuine commitment to delivering an excellent customer experience.

Jim’s Golden Nugget:

Towards the end, Jim shares a golden nugget of wisdom adapting a quote on insanity by Albert Einstein. He adapts it to reflect on B2B strategies saying, “insanity is doing the same thing as everyone else and expecting to stand out“. He emphasizes the importance of standing out for the right reasons by showing genuine care towards customers.

Contacting Jim:

Jim encourages the audience to connect with him via LinkedIn or email at Jim@pierroundtables.com or Jim@callcentercoach.com for more insights.

Closing Thoughts:

Gregorio wraps up the episode by urging listeners to share and subscribe to the podcast, reminding everyone that in business, we are in a human to human environment, not merely B2B or B2C.

The conversation between Gregorio and Jim sheds light on the fundamental aspect of human interaction in the B2B sales cycle, providing listeners with profound insights on how to approach and enhance customer experience in their respective domains.

#cxgoalkeeper #businesstransformation #leadership #customerexperience #podcast

Keywords:

B2B Sales Strategies, Jim Rembach, CX Goalkeeper Podcast, Customer Experience, AI in Sales, Forward-thinking Leadership, Qualitative Data, Quantitative Data, Boosting B2B Revenues, Red Ocean Strategy, Brand Awareness, Future of CX in B2B, Albert Einstein Insanity Adaptation, Human Interaction, Human to Human Environment, LinkedIn, Email Communication, Business Metrics, Genuine Customer Commitment

👍 Do you like the CX Goalkeeper Podcast?

Please help support the CX Goalkeeper Podcast by telling 3 friends, colleagues, or family members about it. Your support allows me to continue sharing amazing discussions!

🙏 PLEASE ✅ follow my podcast and 📝 review it if you are an 🍏 Apple User

THANK YOU SO MUCH! STAY TUNED FOR THE NEXT EPISODE!

Bridging the Human Gap: Navigating B2B Sales Strategies with Jim Rembach – E148

Bridging the Human Gap: Navigating B2B Sales Strategies with Jim Rembach – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals