Chat Metrics

You Can’t Scale Quality on a Budget Want high-quality service? Stop underpricing your offer. Harris Kenny nailed it in this episode: “At some point, we have to charge enough to do things well.” Quality doesn’t come from squeezing margins. It comes from pricing that reflects…

AI Won’t Save You Without Clean Data The secret to winning with AI isn’t more AI. It’s clean, structured, well-labelled data. Terry put it simply: “Our job is to get the data where it can be leveraged best - reliably, consistently, in the format the platform needs.”…

AI Screwed It Up - Again What happens when AI fumbles a warm lead? One SaaS buyer raised her hand, ready to talk. But the AI chatbot miscategorized her company as an enterprise. Instead of routing her to a human, it booked her a meeting a week out… then cancelled it 12…

Your Funnel’s Broken Without People at the Core “We’re in the people business - first and always.” That one line stuck with Terry for life. And it’s more relevant than ever in B2B SaaS. Because underneath every CRM, every chatbot, every campaign… is a human. ✅ Your SDRs ✅…

First Sales Deal. One Pair of Pants. Some of the best hires don’t “fit the mold.” They didn’t go to the right school. They didn’t follow the traditional path. They might not even own a second pair of work pants... But they show up. They figure it out. And they outperform…

Your Funnel Didn’t Fail - You Just Dabbled Cold outreach not working? It’s probably your fault. Here’s the truth no one wants to hear: Dabbling isn’t testing. It’s wasting time. You don’t “try” cold email by sending 23 messages. You do it by: ✅ Sending real volume ✅ Using…

Outbound Just Fixed Your Attribution Problem Your cold email worked. Your CRM just didn’t notice. We’re seeing something wild in B2B SaaS right now… You send a cold email. Your prospect forwards the link. Their colleague hits your site-then chats. 💥 Chat converts. CRM…

We 21X’d Leads by Removing One Field 15,000 website visitors. Just 2-3 leads a month. That’s what we saw on a B2B SaaS site running an overbuilt chatbot. The kicker? ❌ 96% of visitors dropped off after saying they wanted to speak to sales - all because the bot asked for an…

Selling Steel Taught Me SaaS Pricing SaaS pricing advice... from the steel industry? Yep. When you're selling low-margin steel against cheaper imports, there’s only one way to win: deliver real value every single time. That mindset stuck with me. And it shaped how we price our…

AI Chatbot Fail or Funnel Breakthrough? AI promised smarter selling... but delivered a broken experience. While G2 was running a workshop selling their AI chatbot, I was giving them the worst kind of publicity - by showing how real buyers actually behave. Here’s what we’re…

Why Being Rude Never Closes the Deal 🙅 Chuck Moxley shares a moment we’ve all experienced - that awkward, high-pressure sales conversation where the rep gets rude. It’s the kind of approach that makes you write their name down… on your “never work with” list. In this clip…

AI: Revolutionizing Marketing, Not Replacing Marketers 🤖 Chuck Moxley makes it clear in this clip from The Chat: AI is a game-changer. But it’s not coming for your CMO chair. ✅ It makes marketers more productive ✅ It streamlines manual tasks ✅ It empowers small teams to…

AI Outreach: Activity vs. Real Results 🤖 Chuck Moxley was intrigued by a thoughtful LinkedIn outreach. The messages felt human, relevant, and even helpful - so he booked a call. But once the Zoom started… ❌ The rep had no idea why they were meeting ❌ He didn’t read the…

The Marketing Misconception: Everyone Thinks They're an Expert 😅 “They’ve seen an ad, so they think they know marketing.” In this clip from The Chat, Chuck Moxley shares what it’s like trying to drive a real strategy when the CEO comes from a finance or product background -…

How to Influence the Dark Buyer’s Journey 🕵️♀️ Today’s buyers are 80% through the journey before they ever talk to sales. In this clip from The Chat, Chuck Moxley breaks down how to stay top-of-mind during the silent stages of the buying process. 🧠 56+ touchpoints before a…

Surplus is the Real Strategy Most teams chase customers. Great companies make customers chase them. Ferrari has never run a sale. Not once. They’ve had more demand than supply since day one. That is the surplus mindset. Bill Lennan tells this story to remind us that the goal…

AI Lies, Hallucinates - and Might Replace You “Become a plumber.” That’s what one of the fathers of AI told the next generation. Not as a joke. As a warning. This is a guy who spent a decade inside Google. Then left-so he could speak freely. Because the truth is, AI isn’t just…

The 3 Habits That Make Leaders Unstoppable Great leadership isn’t built in strategy sessions- It’s built in the daily hygiene. Bill’s not big on hacks or hustle culture. But he is religious about 3 things: 1️⃣ Sleep like it’s your job A foggy mind makes weak decisions. Rested…

Smartest in the Room? You’re Doing It Wrong. “If I’m the smartest person in the room… It better be full of 5-year-olds.” That’s how Bill sees leadership. Because when leaders act like they have all the answers- • Innovation dies • Confidence plummets • Teams go silent…

What’s the Real Risk of AI Failure? AI is a bet. The question is - do you know the stakes? In this episode, Erik and Terry unpack what most leaders don’t consider before jumping on the AI bandwagon: “Everyone’s thinking about the payout. Not the risk.” “Do you know what your…