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Reel Talk: The Customer Insights Show

Reel Talk: The Customer Insights Show

By Voxpopme
This is Reel Talk: The Customer Insights Show with Jenn Vogel.

Jenn and her guests share valuable information to help you understand your customers better, discuss customer insights and how to use data to make better customer-centric decisions.

We publish weekly podcast episodes here and also livestream at

The show is presented to you by Voxpopme, the leader in video surveys. Learn more about video feedback here:

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Currently playing episode

006: Marketing teams: Who owns customer insights?

Reel Talk: The Customer Insights Show

006: Marketing teams: Who owns customer insights?

Reel Talk: The Customer Insights Show

45: Don’t be boring. Tell better stories in your market research.
In this episode, we want to talk about the importance of better storytelling. Don't be boring, tell stories that stick out and are memorable. To discuss the topic, Jennifer Vogel is joined by trainer, strategist and lecturer, Anthony "Tas" Tasgal, author of three books including “The Storytelling Book.” Join us. Check out this related article: Grab his book here:
September 15, 2021
044: What are the biggest problems in market research?
Certainly, there are problems in any industry and market research is no different. Of course, there are also a lot of positive things happening. And we'll get to some of those in this show but we want to spend the majority of the time focusing on some of the problems that exist and that may hinder us from producing better market research. A big topic for sure.  I'm joined by Sebastian Schuliaquer, insights director at Kellogg, to help us understand and maybe even fix some of the common problems.  Join us! Read more market research content on our blog:
September 7, 2021
043: Are you using market research technology to its fullest?
Making the best use of technology - especially market research technology - can make our lives so much easier. And help us drive results. In today's episode, Jennifer Vogel is joined by Raj Manocha, CEO at Methodify, to dive into that topic. Join us. Also, check out this article on how to pick technology:
September 1, 2021
042: How fast research helps companies increase revenue
Speed matters in market research. You’ve heard us say that before.  I'm joined by Basel Fakhoury, CEO at User Interviews, to discuss how to move faster with your qualitative research on today's episode. Join us.
August 24, 2021
041: Did you know this about Gen. Z?
On this "Reel Talk" episode, we want to talk about Gen Z. That’s the age group born between 1998 and 2016. Certainly that’s an age important to many brands.  But what are we missing about this generation?  To find out, Jennifer Vogel chats with Hana Ben-Shabat, author of the No. 1 new release in demography “Gen Z 360: Preparing for the Inevitable Change in Culture, Work, and Commerce.”   Join us and check out her book: To learn more about video surveys to understand Gen Z:
August 10, 2021
040: Is your market research accessible?
Jennifer Vogel is joined by Reginé Gilbert, an usability and accessibility expert, to talk about accessibility in market research on this live recording of "Reel Talk: The Customer Insights Show."   Join us.  To learn more about video surveys as part of your market research: Connect with Regine here: Don't forget to vote for us for market research podcast of the year:
August 4, 2021
039: Are you using Zoom like this to get customer feedback?
On this episode, Jennifer Vogel chats with Voxpopme’s Director of Product Niamh Jones and Product Marketing Manager Betsy Nelson to talk about customer interviews and how to use Zoom specifically for the interviews. Join us. Please vote for us to be awarded Market Research Podcast of the Year: Try video surveys now:
July 27, 2021
038: What does the global insights leader at McDonald's have on her plate?
Jennifer Vogel catches up with long-time friend Michelle Gansle who recently started her new role as Global VP of insights at McDonald's. Join us to listen in on their chat. Please vote for us to win Market Research Podcast of the Year here:
July 21, 2021
037: Unpacking the 2021 GRIT Most Innovative list
Three Voxpopme leaders discuss our second-consecutive No. 1 ranking for Qualitative Solution on the GRIT report. Join us. Read the entire report here: To learn more about qual research with video surveys:  Our podcast is a finalist for market research podcast of the year. Please vote for us here:
July 15, 2021
036: How DISH Network uses video surveys to make customer-centric decisions
Jennifer Vogel chats with Ashley Shelley, senior manager of consumer insights at DISH Network. Ashley’s team successfully uses video surveys to understand their customers and make decisions. Let’s find out how on this live conversation. Join us. To learn more about video surveys:
July 7, 2021
035: How to conduct multicultural research
Jennifer Vogel chats with Kalil Vicioso, board member of Insights in Color, about the importance of multicultural research. They discuss: What is multicultural research Why it's important How to do multicultural research better And much more.... Join us. More about Insights in Color: More about Tiny Hat Consulting: Learn about using video surveys: Resources mentioned on the show: Diversity Sense Check Tool: Inclusive Research Standards: The diversity funnel:
June 30, 2021
034: How to use augmented reality in market research
Jennifer Vogel chats with Jude Olinger of the The Olinger Group to discuss the topic. Voxpopme has partnered with Jude’s company to marry video surveys with augmented reality in market research. Join us for this live discussing. Feel free to ask questions in the comments of this post. Learn more about The Olinger Group here: Learn more about video surveys in market research here:
June 23, 2021
033: Your brand wants to be socially active, but how do you know what your customers care about?
Many brands are being socially active or are considering it, but how do you know what to focus on?  Gilad Barash, vice president of analytics at Dstillery, joins me on this episode of "Reel Talk: The Customer Insights Show" presented by Voxpopme to share ideas and dive into the topic. Join us.   Check out Gilad's podcast, "Who's Your Data", that discusses life, data, AI and how they all interconnect!" On Apple: On Spotify: More about Dstillery: Learn how video surveys can help you understand what your customers care about:
June 16, 2021
032: How to pick your tech stack - a chat with Scott Brinker
We’ve talked about how to pick your technology on an episode with Khary Campbell which you can listen to here: On today's episode, Jennifer Vogel dives into this topic again with THE chief mar-tech officer out there. Scott Brinker has been tracking the mar-tech landscape for years and is joining us on "Reel Talk." Read more of Scott's content: Find out how to add the market research tech to your tech stack here:
June 8, 2021
031: What Your Customer Wants and Can’t Tell You - a chat with Melina Palmer
Communication certainly can be difficult. People don’t say what they mean and sometimes don’t say anything at all. While we have plenty of things to say on the show it is a real problem out in the real world. On this episode, we are joined by Melina Palmer - podcast host, author and instructor in behavioral science. Her new book “What your customers want but can’t tell you” just hit the bookshelves. Grab a copy of her book here: To learn more about Voxpopme and video surveys:
June 2, 2021
030: Are you sure your customer relationships are actually healthy?
Who wants to be in a toxic relationship? No one. Hopefully none of your customer relationships ever go from love to toxic but what if it goes from love to the friend zone? Let’s have a Reel Talk about customer health today! Jennifer Vogel chats with Braden Johnstone, senior vice president of customer success at Voxpopme where he builds lasting business relationships with customers, on this episode. Join us. To learn more about video surveys and Voxpopme:
May 25, 2021
029: Why data is not a replacement for talking to customers
Jennifer Vogel chats with Dr. Graham Kenny, a speaker, consultant, strategy expert and regular Harvard Business Review contributor. He wrote an article on why data cannot replace talking to customers - a topic I’m very interested in digging deeper on and thought would be of interest to you as well. Join us. Find out how video surveys can help you hear from customers: Read Dr. Kenny's article on the topic here:
May 21, 2021
028: How market research can help determine the future of communications
Jennifer Vogel chats with Maher Beltaifa of Faurecia on this live recording of "Reel Talk: The Customer Insights Show." Maher won a Viddy this year for his video survey work to understand the future of communications and how people want to communicate in their cars. Join us for this episode.  Learn more about video surveys here:
May 11, 2021
027: How to do audience research on social media and the web - feat. Rand Fishkin
Jenn Vogel chats with Rand Fishkin, Founder of Moz and now SparkToro.  He launched SparkToro to help you identify your customers' biggest sources of influence, and the hidden gems⁠—so you can reach them where they hang out.  Join us.   To learn more about Voxpopme and video surveys: For more about SparkToro:
May 5, 2021
026: Making disruption happen for big brands
Disruption mixes with large enterprises about as well as oil and water. But it doesn’t have to be that way. David S. Kidder (CEO of Bionic) has a unique perspective on how to innovate to meet customer needs that you need to know about. Jenn Vogel interviewed David at the Virtual Insight Summit in 2021. For more on the conference: For more on Voxpopme:
May 2, 2021
025: Insights without an insights team?! 🤯
Consumer research has primarily been the task of the insights team for ages. But can it be done without an insights team?  What does the future of our industry look like if more companies move in that direction? Lauren Stafford-Webb (CMO of SoFi) and Jean-Michel Hoffman (VP of Brand Marketing at SoFi) have thoughts on this subject to share. Zappi President Ryan Barry interviewed Jennifer at the Virtual Insight Summit in 2021. For more on the conference: For more on Voxpopme:
May 1, 2021
024: Think you can’t learn from a SaaS company? Think again!
SaaS start-ups operate in a different world from big consumer brands, right? Maybe. But that doesn’t mean we can’t learn a thing or two from one of the biggest SaaS brands around. And there’s no one better to learn it from than David Cancel, CEO of Drift. Zappi President Ryan Barry interviewed David at the Virtual Insight Summit in 2021. For more on the conference: For more on Voxpopme:
April 30, 2021
023: Making insights simple when revenue streams and customer groups are complex
We’ve all heard of Ring, the consumer security camera. Ring has seen huge growth in recent years, and you probably won’t be surprised to hear that a deep understanding of consumer needs is at the heart of that story. Mimi Swain, Ring’s CRO, sits right at the center of marketing, sales, and customer teams — so you know she has an interesting view of insights we can all learn from. Jenn Vogel interviewed Mimi at the Virtual Insight Summit in 2021. For more on the conference: For more on Voxpopme:
April 29, 2021
022: New trends, iconic brands. How do they fit together?
The consumer landscape is always changing. Even big, iconic brands must grow and evolve or risk getting left behind. But how do you maintain your established brands while taking advantage of new trends? As Global CMO of PepsiCo, Jennifer Saenz has a lot of experience growing a portfolio of brands. Let’s peek inside her brain! Zappi President Ryan Barry interviewed Jennifer at the Virtual Insight Summit in 2021. For more on the conference: For more on Voxpopme:
April 28, 2021
021: How to actually implement the customer feedback you’ve heard
Host Jennifer Vogel is joined by Ross Wainwright, CEO at Alida, one of Voxpopme’s partners, to dive into the topic. As Alida’s leader, Ross believes in a world where the best business decisions are those made with customers, not for them. Join us for this conversation to find out how companies can partner with customers. More about video surveys: More about Alida:
April 27, 2021
020: Getting leadership support and keeping it for internal market research
Video surveys have made it easier for brands to get feedback from customers quickly and in a way that they can use to improve customer experiences. On this episode, Jennifer Vogel is joined by an award-winning insights professional who has used video surveys to the fullest. Elisabeth Trawinski and the Insights & Analytics team won an internal award for “Putting Consumers First” at Reckitt and also the Video Customer Insight Award at the 2021 Viddys. To learn more about video surveys and the Viddys go here: Read the article version of this episode here:
April 20, 2021
019: Technology needs assessment: How to pick the right tech in your market research
Jennifer Vogel is joined by Khary Y. Campbell, an experienced insights executive and who has led cross-functional teams to use insights to drive customer understanding. He continuously focuses on using the best technology platforms available to help him reach his goals. Let’s find out how he does that. Read our blog post on technology assessments here: To learn more about video surveys:
April 13, 2021
018: Building high-performing teams - a chat with Tara Robertson
Offering good customer experiences across the company certainly is important. One way to do that is by building teams that work well together and make customer-centricity a priority. We want to talk about building teams that work and that can help us understand our customers and create great experiences for them. To discuss the topic, Jennifer Vogel is joined by Tara Robertson. Tara has built and continues to build high-performing teams. She’s the CMO at Teamwork and formerly at Sprout Social. Of course we want to hear how building teams that work can help us with customer experience. Read our related article on building teams:  Try video surveys to hear from your customers here:
April 8, 2021
017: Voxpopme updates platform to only share positive feedback
Today, Voxpopme is pleased to announce a groundbreaking online survey enhancement: Our state-of-the-art Positivity Filter is now available to customers in the United States and will roll out next month worldwide. We listened to you and know that having to hear negative feedback is just too difficult. It hurts, doesn’t feel good and sometimes can bring down the entire day. You know how it is. Ten seconds of negativity can ruin the rest of the day. So this product update is for those of you who only want to hear the positive things – or sometimes nothing at all – when customers only share negative sentiments. Of course, this industry-leading update is based on customer feedback. Listen to the show to hear more and read our news release here: Happy April Fool's! Just a joke, obviously! Enjoy the show and be positive! 
April 1, 2021
016: How does content optimization fit into the customer experience?
We dive into the importance of content optimization and testing to create the best possible experience. To discuss the topic, VP of Marketing Jennifer Vogel is joined by Bianca Pryor, vice president of insights at BET, where she leads content optimization - and tests everything, including loglines, talent, pilots, series and promos. To learn more about video surveys to gather and analyze customer feedback check out this article:
March 31, 2021
015: How market research technology helps in customer-centricity
Today, we dive into how market research technology can help us understand our customers and create great experiences for them. On today's "Reel Talk: The Customer Insights Show", Jennifer Vogel is joined by Rick Kelly, chief product officer at Fuel Cycle - one of Voxpopme’s longest partners. Fuel Cycle is a cloud-based experience management platform for supercharging the relationship between humans and brands. Through community, panel, progressive profiling, and a partnership exchange of 30+ end-point solutions, For more on video surveys:
March 25, 2021
014: This episode's guest is against customer feedback! Why? Let’s find out...
This might be our most controversial topic, yet. Our guest is an outspoken critic against customer feedback so we wanted to find out why and see what we can learn from his thoughts … to maybe understand our customers better. Jennifer Vogel is joined by James Dodkins, who was listed as the UK’s #1 CX Influencer by Customer Experience Magazine 2020 and the UK’s Most Outstanding CX Keynote Speaker by Corporate Vision Magazine 2021. Learn more about video surveys here: Connect with James here:
March 17, 2021
013: How to build your company with customer-led business growth strategies
We all want our businesses to grow. For that we need customers - and repeat customers for that matter.  Jennifer Vogel is joined by Georgiana Laudi, a longtime marketing executive and growth advisor to subscription businesses. She’s co-founder at Forget the Funnel where she helps marketers, consultants, startup founders and product managers leverage Customer-Led Growth strategies. She’s an exec-level growth strategist and supports scaling SaaS businesses and helps  marketing and growth leaders be more effective. Use video surveys to level up your customer understanding: Learn more about Forget the Funnel:
March 11, 2021
012: How humanizing the customer helps us understand them better
Understanding the customer is so important that we want to dive into that topic today with one of our 2021 Viddys Winners. Megan Kehr won the Video Hero Award this year for her work as an insights professional at PepsiCo. Listen to this episode to find out how she uses video surveys. To learn even more about video surveys go here:
March 8, 2021
011: How to grow your business through nontraditional growth strategies
Businesses want to grow and be successful. What are some of those strategies to affect growth and what’s the role of nontraditional business growth strategies? That’s what today’s episode is about. Jennifer Vogel chatted with Kristin Luck. With over 20 years of experience as a serial marketing measurement technology entrepreneur Kristin’s consulting practice, ScaleHouse, focuses on nontraditional growth strategies for data driven technology firms and market research companies, as well as emerging CPG, direct-to-consumer brands and "vice" categories like cannabis and sex tech. Try video surveys here:
February 24, 2021
010: How a customer experience program can help your business
Luke Williams, Global Head of Customer Experience at Qualtrics, joins Jennifer Vogel on today's episode of Reel Talk: The Customer Insights Show. Get customer insights through video feedback:
February 18, 2021
009: Customer-led product development through design thinking
Doing what’s best for our customers certainly can help our brands be successful long-term. But what are the best strategies to help us get there? Design thinking is one and can make our products better for customers. Today, let’s talk through the steps of customer-led product development and design thinking. Andy Barraclough, co-founder and CTO at Voxpopme, joins Jenn Vogel on today's episode. Try video surveys to know what your customers are thinking:
February 14, 2021
008: The power of centralized data for useful consumer insights
We’ve all been in these situations where it’s hard to find data, leave alone turning it into insights that we can actually use to become more customer-centric. How do we structure, house and work with data to get usable insights?   That’s a big question that we are diving into in today’s episode with a leader in the insights industry.   Brenna Ivey, an experienced consumer insights and brand strategist, joined Jenn Vogel on today’s episode.   To learn more about how to get customer insights through video feedback:
February 5, 2021
007: How to be accessible to customers - a chat with Shep Hyken
Shep Hyken joins Jenn Vogel on this episode of Reel Talk: The Customer Insights Show. Shep is a customer service and experience expert, keynote speaker and NYT bestselling author. He helps companies deliver amazing customer service experiences.  Connect with him here: Find out more about video feedback here:
January 28, 2021
006: Marketing teams: Who owns customer insights?
Eva Tsai, a marketing executive at Google, joins Jenn on this livestream of the Reel Talk: The Customer Insights Show.  They discuss: How the marketing team at Google Cloud uses insights How marketing teams are taking advantage of customer insights Skills marketers need to have to use customer insights And much more ... Find the video version of this podcast here: To learn more about how to get customer insights through video feedback:
January 25, 2021
005: The evolution of consumer insights going into 2021
Voxpopme CEO Dave Carruthers joins Host Jenn Vogel on this live recording of the Reel Talk: The Customer Insights Show to discuss:   How did companies get consumer insights before 2020?  How has customer behavior changed going into 2021?  How did brands go about getting customer insights quickly when things changed in 2020?  What does this mean for 2021 and beyond?   How do brands move to making getting and using customer insights a priority?   And more...   Learn more about Voxpopme:
January 25, 2021
004: Exploring the evolution of digital insights
This episode discusses insights evolution and how having better insights can be a competitive advantage. Jenn Vogel is joined on this episode by: Lori Hermann of Mondelez International Michelle Gansle of Mars Matt Landen of Perfect Snacks You can also watch the video version of this conversation here: To learn more about how to get customer insights through video feedback:
January 25, 2021
003: Michelle Gansle: Insights Transformation During Uncertain Times
We sat down with Michelle Gansle, the global lead for insights transformation at Mars, to hear her recommendations for research during uncertain times in light of the COVID-19 pandemic. Watch the video conversation here. To learn more about how to get customer insights through video feedback:
January 25, 2021
002: Creating a good customer experience - a chat with Lonnie Mayne
In this episode, Voxpopme CEO Dave Carruthers interviews the award-winning, internationally recognized keynote speaker, Lonnie Mayne. As CEO and Founder of Red Shoes Living, Lonnie has travelled the world to transform the customer experiences of leading brands in an array of sectors.  Through his innovative Red Shoes Living concept, he has had an immediate influence on the customer experience, company culture, leadership performance, and the way employees live their lives outside of work - transforming businesses and lives in the process.  Lonnie shares his take on the importance of CX, why stand-out CX matters and what the future looks like for CX. Watch the video version of the conversation here. To learn more about how to get customer insights through video feedback:
January 25, 2021
001: Interview with Cherie Leonard: Research In The World of COVID-19
At the Virtual Insight Summit, we connected with Cherie Leonard, the lead for Foresight & Sustainability Insights at Colgate-Palmolive, to talk about how Colgate’s research priorities have changed, and their approach to foresight and predictability for consumer understanding  during the COVID-19 pandemic. You can view the video version here.
January 25, 2021