What's on your mind? Let CX Passport know...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 consumesSilos exist at every company size ... what changes is whether the mindset doesHumanizing software means giving customers access to real people, not just good UIGreg went from churn-and-burn sales to taping chocolate bars to his business card ... the relationship era of his careerA podcast is the greatest relationship engine available ... and downloads are not the pointCHAPTERS00:00 Introduction01:35 Every role has a customer ... even if the title doesn't say so03:21 Silos, startups, and losing the customer in the noise05:59 Audience vs. community ... what's the real difference08:13 Building community at RSS.com and why humanization matters12:47 Balancing raw customer input with product roadmap decisions14:41 First Class Lounge19:44 How Greg's sales approach broke and what replaced it22:47 The chocolate bar strategy and customer lifetime value23:55 Where software companies get experience right ... and where they miss27:05 Everyone should have a podcast30:19 Podcasting as a relationship engine, not a download game31:38 Where to find GregGreg Wasserman on LinkedIn: https://www.linkedin.com/in/gregwasserman/Listen: https://www.cxpassport.comWatch: https://www.youtube.com/@cxpassportNewsletter: https://cxpassport.kit.com/signupI'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).