Building Trust Through Human Connections in a Digital Age
Felix Bartels, CMO at Serviceplan Group, discusses how businesses can navigate today’s complexity without losing human connection. He explains why customer trust is the foundation of sustainable growth. Felix highlights the critical role of proactive listening and customer conversations in data strategies. He also shares how building peer communities creates long-term impact.
Building Trust Through Human Connections in a Digital Age A Conversation with Felix Bartels, Chief Marketing Officer at Serviceplan Group EPISODE 213 Steve MacDonald HOST:
Table of Contents [0:39] Introduction to Felix Bartels [29:51] Full Podcast Episode [3:08] Episode Highlights Video [2:28] Solving Market Complexity Through Human Connections [4:05] Listening to the Voice of the Customer for Long-Term Brand Trust [6:57] 1-10 Rating: Importance of Proactive Conversations in Business Growth [3:53] Why CMOs Earn Their Seat Through Customer Voice [1:48] Why Relationship Managers Outperform Traditional Sales Roles [4:51] Bringing Customer Voices to Market With CX Insights [1:41] Relationships Will Always Outlast Complex Strategies [1:00] Short - 1-10 Rating: Importance of Proactive Conversations in Business Growth
ABOUT Felix Bartels Felix Bartels, CMO at Serviceplan Group, discusses how businesses can navigate todays complexity without losing human connection. He explains why customer trust is the foundation of sustainable growth. Felix highlights the critical role of proactive listening and customer conversations in data strategies. He also shares how building peer communities creates long-term impact.
FULL EPISODE "The solution to today’s complexity is simple to say but hard to execute. It’s all about the human connection." – Felix Bartels
[3:08] Episode Highlights Video
[2:28] Solving Market Complexity Through Human Connections "At the end, the solution uses technology to solve some complexity in the long term, for the long run. It's all about people. We are trying to talk to people. We are trying, at the end, to sell to people." – Felix Bartels
[4:05] Listening to the Voice of the Customer for Long-Term Brand Trust “You can and should use all this technology to communicate, but you should use it to listen as well. We should think about how the voice of the customer is a main part of our data.” – Felix Bartels
[6:57] 1-10 Rating: Importance of Proactive Conversations in Business Growth “The importance of proactive conversation for business growth is a nine or a ten from my perspective, because for having sustainable long-term success, relationships, and building trust, I think it's really a must-have to be proactive.” – Felix Bartels
[3:53] Why CMOs Earn Their Seat Through Customer Voice “Within the company or with our clients, I do not only have a seat at the table. I think we are building tables where people and peer groups meet, and this is what I'm talking about being proactive.” – Felix Bartels
[1:48] Why Relationship Managers Outperform Traditional Sales Roles “Our hardest KPI is not pipeline but building relationships that last for years. It’s not just about selling, it’s about guiding clients through their personal development.” – Felix Bartels
[4:51] Bringing Customer Voices to Market With CX Insights “We are not only talking to existing clients. We are talking to people who haven’t been, or maybe never will be, our clients, but they are part of this peer group, and they do have a voice. We are listening to their challenges, summarizing those, and then thinking about solutions.” – Felix Bartels
[1:41] Relationships Will Always Outlast Complex Strategies “Don't let the complexity we do have lead you to complex solutions. I think it was, it is, and it will always be about the relationship with your prospects or your target group.” – Felix Bartels
YOUTUBE SHORT: "The importance of proactive conversation for business growth is a nine or a ten from my perspective, because for having sustainable long-term success, relationships, and building trust, I think it's really a must-have to be proactive." – Felix Bartels
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