Customers First Podcast: Recent Episodes
Tacey Atkinson
The Customers First Podcast with host Tacey Atkinson.
Here we engage in Customer-Centric Conversations with industry experts from around the globe to discuss strategies to deliver Magical Customer Experiences.
Thank you for tuning in, becoming Magic Makers, and I look forward to us sitting down to more valuable conversations in the future.
Remember.....
Customer-Centric Cultures Create Magical Customer Experiences.
Go Spread the Magic!
On this episode of the Customers First Podcast, I engage in an enlightening conversation with Dustin Jensen, the founder of AIA System, a pioneering venture in the realm of AI applications. We delve deep into the nuanced world of customer experiences and how AI can serve as an essential ally in creating memorable interactions. He emphasizes that AI is not the flashy tool many perceive it to be, but rather an invisible co-pilot poised to enhance our workflows through subtle, intelligent interactions. Dustin elaborates on the importance of integrating AI within organizations, noting that many companies are still grappling with the implementation process. This is not merely about adopting technology for technology's sake; it's about enhancing the customer journey and streamlining operations to ultimately boost productivity and satisfaction. As our conversation progresses, we turn our attention to the healthcare industry, where Dustin highlights how AI can relieve the burdens of administrative tasks, allowing professionals to dedicate more time to their patients. The aim here is not to replace human interaction, but to elevate it, ensuring that healthcare providers can focus on building meaningful relationships with their patients. We also tackle the fears surrounding job loss due to AI, emphasizing the necessity of human involvement even in increasingly automated processes. Dustin reinforces the idea that AI is about augmenting human capabilities rather than replacing them; it enables people to focus on more substantial, value-driven tasks, thus fostering a more collaborative environment between humans and AI. Towards the end of our conversation, we discuss strategies for building customer-centric cultures that embrace AI while steering clear of disruption. Through this dialogue, we demystify AI and explore how it can serve as a bridge to enhanced customer experiences without sacrificing the vital human touch. This episode ultimately paints a picture of a collaborative future where technology and human talent work hand-in-hand to create magical experiences for customers.
Dustin's Contact Information:
Website: https://aiasystem.com
LinkedIn: @dustin-jensen
Tacey's Contact Information:
Website: taceyatkinson.com
All Socials: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode, I am joined by Chris Gillen, a distinguished leadership advisor, coach, and speaker who has dedicated his career to fostering cultures of trust and accountability in organizations. We delve into the central themes of his latest book, "The Villain Trap," which explores how blame undermines leadership and erodes the foundation of effective team dynamics. Chris, with over 35 years of retail experience, shares valuable insights on how individuals, knowingly or unknowingly, can become the villains in their leadership narratives. Chris recounts his transition from running large retail operations to coaching startups, providing a unique perspective on cultivating a culture of empowerment and ownership in workplaces. His phrase "the blame bubble" encapsulates the moment when leaders fail to take accountability for their actions, often leading to detrimental consequences for team morale and organizational culture. Through his personal anecdotes and professional journey, Chris underscores the urgency of recognizing this issue to prevent it from spiralling into a poisonous atmosphere within teams. As we delve into the mechanisms of blame and villainization, Chris outlines the five distinct stages of the villain trap, starting with the initial trigger of discomfort that leads to the victim reflex and ultimately to the emotional justification of villain creation. This cycle illustrates how leaders and team members can distort reality to avoid taking responsibility. Chris emphasizes that true leadership is about shifting perspective from finding blame to seeking collaborative solutions, actionable ownership, and mutual understanding. This conversation not only explores the challenges of leadership but also inspires a broader dialogue about accountability, emotional intelligence, and leading with authenticity. By offering actionable advice and a compassionate perspective, Chris encourages leaders at all levels to reflect on their impacts, both personally and communally, in fostering a culture that prioritizes empathy over villainization.
Chris's Contact Information:
LinkedIn: @chrisgillen
Link to Book Website: The Villain Trap
Tacey's Contact Information:
Website: taceyatkinson.com
All Socials: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First podcast, I'm joined once again by Amy Kehs, a seasoned brand strategist and communication expert focused on enhancing the visitor experience in museums. With over two decades of experience in public relations, Amy has developed a deep understanding of how to foster meaningful connections between institutions and their audiences, particularly in the wake of the disruptions caused by the pandemic. In our discussion, Amy introduces her recently published ebook, "Building Connection in a Noisy World," which serves as a practical guide for museums striving to improve visitor engagement and retention. The book offers actionable insights and strategies to encourage repeat visits and cultivate lasting community relationships. Amy emphasizes the importance of seeing visitors not merely as one-time attendees but as potential lifelong advocates who will return and share their experiences with friends and family. We explore the concept of museums becoming community hubs, where they can forge strong connections with visitors. Through engaging anecdotes, such as the loyalty fostered by a favourite restaurant and the 'Cheers' effect, Amy illustrates how consistent, welcoming experiences can create a sense of belonging. She encourages institutions to embrace local partnerships and community events, creating traditions that invite people back again and again. A significant portion of our conversation revolves around the necessity of clear and consistent storytelling. Amy stresses that museums must clearly articulate their unique missions and values so that visitors understand their significance beyond the walls of the institution. This clarity not only makes their messaging more memorable but also drives engagement and fosters advocacy. Moreover, our dialogue highlights the critical role of the visitor experience—how the journey begins long before anyone walks through the doors. Amy outlines the need for a meticulously crafted digital presence as the first touchpoint, setting the stage for an impactful in-person experience. From effective signage to follow-up communications, she underscores the importance of every aspect of interaction in shaping visitor perceptions and fostering loyalty. As we wrap up, Amy imparts valuable advice to museums and businesses alike: building relationships doesn't require a hefty budget; it involves a commitment to community engagement and clear communication. Her book is described as not merely a textbook but a living resource filled with real-life applications that can be utilized to nurture relationships and enhance the overall customer experience, no matter the industry.
Amy's Contact Information:
Website: www.amykehs.com
LinkedIn: @amy-kehs-communications
E-Book: https://www.lovemymuseum.com/ebook
Tacey's Contact Information:
Website: taceyatkinson.com
All Socials: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First Podcast, I welcome back Angie Robinson, a valued member of our Customers First family and a leadership development facilitator. Angie shares her rich background and journey from a successful corporate HR career to establishing her coaching business focused on empowering leaders through self-awareness and development. With over 25 years of experience in HR across various industries, Angie emphasizes her passion for people development and the importance of honing in on what brings joy and impactful results within organizations.
We dive deep into Angie’s insights on the pivotal role of self-awareness in effective leadership. As we explore the framework she introduced in previous episodes, we focus on her three keys to leadership magic: Character, Confidence, and Connection. Angie articulates how self-awareness serves as the foundation for these principles, allowing leaders to understand their strengths, weaknesses, and intrinsic impacts on their teams.
The conversation shifts to the specifics of each key. First, Angie discusses Character as the core of self-awareness, underscoring the importance of understanding one's values, beliefs, and behaviours. She reflects on how this self-reflection can unveil blind spots and lead to intentional decisions that enhance leadership effectiveness.
As we delve into Confidence, Angie challenges the misconception that seeking support for self-doubt equates to weakness. Instead, she advocates for a grounded trust in oneself despite uncertainties. She highlights the inner dialogues that can hinder our confidence, encouraging listeners to recognize and confront these limiting beliefs.
Finally, we wrap up with Connection, which Angie emphasizes as a fundamental human need and a critical component of authentic leadership. She explains how meaningful relationships with ourselves and others foster trust and psychological safety in the workplace. By connecting deeply with both ourselves and our teams, we create an environment that promotes collaboration and shared growth.
Angie concludes with a strong reminder of the importance of integrating these three keys into everyday leadership practice, suggesting that they’re interconnected and reinforce one another. This episode not only expands on how to cultivate impactful leadership but also challenges listeners to reflect on their practices and commit to personal and professional growth. Tune in to gain actionable insights and hear Angie’s unique perspective on creating a culture where leadership development thrives.
Angie's Contact Information:
LinkedIn: @angiekrobinson
Instagram: @angierobinsoncoaching
Website: angie-robinson.com
Tacey's Contact Information:
Website: taceyatkinson.com
All Socials: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First podcast, I have the pleasure of speaking with David Sauers, co-founder and CEO of Royal Restrooms, a company redefining the portable restroom industry. We delve into David's journey, exploring the pivotal moments that led him to transform what was once considered a functional necessity into an experience that enhances any event. With a focus on creating luxurious, climate-controlled restroom trailers adorned with stylish interiors, David's vision was shaped by a personal moment involving his children that highlighted the pressing need for an elevated restroom experience at events.
David candidly recounts the frustrations with traditional port-a-potties and how those experiences catalyzed innovation. Competitive advantages, such as climate control and aesthetics, swiftly turned Royal Restrooms' offerings from a niche product to an expectation at high-end events and weddings. He demonstrates a profound understanding of the importance of customer experience, emphasizing that the quality of restroom facilities can significantly affect guests' overall enjoyment and willingness to stay longer at events. David points out that their trailers have exceeded customer expectations, leading to lasting loyalty among their clientele.
Throughout the conversation, we explore the challenges of innovating within an industry that has long been dominated by outdated perceptions. David reflects on the monumental effort required to change mindsets and illuminate the potential for an improved event experience through superior restroom facilities. His insights remind us that every detail contributes to an event's ambiance, proving that even something as commonplace as a restroom can be a conversation starter.
We also touch on David's leadership philosophy and entrepreneurial vision, where he advocates for a willingness to embrace change and disruption as integral to business success. He articulates the importance of persistence and belief in one’s vision, emphasizing that even no’s from investors can lead to transformative pathways if one remains committed. His advice to fellow innovators—keep pushing forward, keep iterating, and always stay connected to your vision—resonates powerfully.
Tune in to discover how Royal Restrooms sets a new standard in customer experience within the event industry, and glean invaluable insights that can help elevate your organization.
David's Contact Information:
Website: https://www.royalrestrooms.com
LinkedIn: @DavidSauers
Instagram: @davidsauersjr
Tacey's Contact Information:
Website: taceyatkinson.com
All Socials: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First Podcast, I engage in a deeply insightful conversation with Jaime Raul Zepeda, a Workplace Culture Architect and Executive Leader. Jaime brings a wealth of experience in enhancing employee engagement and cultivating high-performance environments. We delve into the connection between cultivating a people-first culture and driving business success, exploring how organizations can maximize their potential through strategic people-centric practices.
Jaime shares his journey into this field, sparked by a transformative reading of Dan Pink's "Drive." He emphasizes the importance of making work a fulfilling experience since we spend more time there than anywhere else. We discuss the domino effect of workplace culture on overall happiness and fulfillment, affecting employees and their subsequent interactions in their personal lives. Jaime's passion for fostering environments where people thrive radiates as he outlines his experiences at notable organizations like Great Place to Work and LinkedIn, which ultimately led to his current role in Best Companies Group.
We shift our focus to what a redesigned employee experience could look like. Jaime passionately advocates for a holistic view encompassing the triple bottom line: people, profit, and planet. He challenges leaders to remember that focusing solely on profit can lead to disengagement and high turnover rates. Instead, he asserts the importance of feeding the people within the organization to maintain engagement and commitment. Citing the importance of dignity and fairness, Jaime insists that leaders must prioritize their people's fulfillment to excel in business truly.
Throughout our conversation, we explored the misconception that employee happiness is synonymous with engagement. Jaime argues for a deeper understanding of growth and fulfillment, emphasizing that real challenges, rather than mere perks, lead to meaningful employee commitment. He invites leaders to invest thoughtfully in their people, fostering growth that stimulates pride and mastery rather than temporary satisfaction.
We further examine how organizations can cater to diverse employee motivations by distinguishing between those who seek rapid career advancement and those who prefer steady growth. Jaime explains the importance of personalized development paths tailored to the individual's desires and goals, reinforcing that genuine growth leads to a stronger organizational culture.
Jaime and I tackle the common pitfall of senior leaders focusing too heavily on top performers while neglecting the rest of their teams. He encourages a balanced approach to leadership that equally values all employees, asserting that fostering a culture conducive to everyone's development will fortify the organization against future challenges.
As we conclude, Jaime reminds us of the integral link between employee satisfaction and customer loyalty. He encourages leaders to actively engage with their teams to understand their needs and expectations better. Our discussion leaves listeners with a powerful reminder that adopting a people-first mentality is not just a feel-good approach but a strategic imperative leading to increased organizational success. Jaime's insights are invaluable for any leader looking to create a thriving workplace culture that sparks employee engagement and customer loyalty.
Jaime's Contact Information:
LinkedIn: @jaimezepeda
Website: https://jaimeraulzepeda.com
Tacey's Contact Information:
Website: taceyatkinson.com
All Socials: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First Podcast, I had the privilege of speaking with Joshua Hart, an expert in conflict management and communication training. With nearly two decades of experience, Joshua has honed his skills in helping organizations navigate complex interpersonal dynamics. We explored the transformative journey that led him to specialize in conflict resolution, beginning with his early aspirations to become a marriage counsellor influenced by his family's background in ministry. However, he soon discovered that his true calling lay in helping groups and organizations tackle their communication challenges, leading him to pursue advanced education and certification in dispute resolution.
Joshua shared some pivotal experiences from his career, including moments that sparked his passion for proactive conflict management. One key anecdote involved witnessing a heated confrontation between senior managers, highlighting the need for a better approach to communication and a framework for addressing conflict within organizations. This experience solidified his transition from radio, where he spent 14 years, to focus on conflict resolution," driving his motivation to develop communication strategies that foster understanding and resolution among divergent viewpoints.
We delved into the significant changes that digital communication and social media have introduced to conflict dynamics. Joshua voiced concerns that the reliance on technology can diminish the human connection essential to effective conflict resolution. He emphasized that while digital tools can simplify searching for information, they cannot replicate the emotional intelligence that comes from face-to-face interaction. The conversation highlighted how understanding one's audience and recognizing different communication styles are vital for effective leadership, especially across generational divides in today's workplaces.
Throughout our discussion, Joshua provided valuable insights into bridging generational gaps within teams by actively seeking feedback on preferred communication methods. He proposed actionable steps for leaders, including creating an open dialogue where team members can express their needs and frustrations and ensuring that multiple avenues for communication are available. The notion of being a "fire marshal" instead of a "firefighter" resonates throughout his philosophy; effectively preventing conflicts before they escalate is essential to fostering a productive workplace.
As we wrapped up the episode, Joshua shared his belief in authentic connections and is eager to continue helping individuals navigate their challenges. This episode offers a treasure trove of insights for leaders aiming to cultivate more effective collaborative environments, reinforcing that empathy and proactive engagement are crucial for organizational success.
Joshua's Contact Information:
Website: joshuahartconsulting.com
LinkedIn: @mrjoshuahart
Tacey's Contact Information:
Website: taceyatkinson.com
All Socials: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First Podcast, we delve into leadership with Jim Carlough, an accomplished business strategist and author of "The Six Pillars of Effective Leadership: A Roadmap to Success." Drawing upon over thirty years of professional experience, Mr. Carlough asserts that effective leaders are cultivated through deliberate practice and mentorship. He recounts his early leadership journey, which commenced with his election to public office following his collegiate education, emphasizing how a pivotal question from a city manager regarding integrity profoundly influenced his ethical framework for leadership.
Mr. Carlough underscores the critical role of mentorship, observing emerging leaders thrive with appropriate guidance, whereas those lacking such support will likely encounter challenges. In his book, he delineates the "Six Pillars of Effective Leadership," with integrity as the fundamental element. He further elaborates on the importance of compassion and empathy, highlighting leaders' need to support their team members actively. Additional traits such as focus, stability, and humour are also discussed, illustrating how these characteristics enhance team dynamics.
The episode culminates with reflections on assessing leadership effectiveness through indicators such as low employee turnover rates and high levels of commitment. Mr. Carlough advocates for ongoing engagement and mentorship, encouraging current and prospective leaders to invest in their personal development and that of their teams, thereby fostering an environment conducive to growth and success within their organizations.
Jim's Contact Information:
Website: jimcarlough.com
LinkedIn: @jimcarloughms
Instagram: @jimcarloughmotivation
Book Link: The Six Pillars of Effective Leadership
Tacey's Contact Information:
Website: taceyatkinson.com
All Socials: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode, we chat with Mark Shaw, a customer experience expert with a rich background in enhancing interactions across sectors like theme parks and hotels. Mark's journey from hospitality enthusiast to customer experience leader reveals his passion for creating joyful moments.
He distinguishes between customer service and customer experience, emphasizing the latter as a holistic approach encompassing every brand interaction. Mark believes fostering brand loyalty hinges on understanding the physical environment, emotional engagement, and meaningful interactions.
Leadership plays a pivotal role in shaping customer experience, and Mark shares how top executives must champion customer-centric strategies. He provides examples of how consistent messaging can unify teams and enhance employee morale through authentic recognition.
Mark stresses the importance of hiring the right talent and maintaining team standards. He offers a six-pillar framework for success, highlighting the need for clear purpose and inspired leadership. He draws on his experience transforming a struggling theme park into a top-rated destination.
To wrap up, Mark discusses his upcoming book, "The Real CEO," which aims to redefine leadership as a role focused on customer experience. Tune in for valuable insights on elevating customer interactions and driving business success!
Mark's Contact Information:
Website: It's a Shaw Thing
LinkedIn: @MarkShaw
Tacey's Contact Information:
Website: taceyatkinson.com
Socials: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First Podcast, I speak with Danny Snow, a renowned customer service expert deeply rooted in the Disney tradition of excellence. Danny shares invaluable insights shaped by his impressive track record and extensive experience creating unforgettable customer experiences. As a second-generation Disney cast member, he discusses how his early exposure to Disney's culture of exceptional service informs the principles he applies as a consultant and keynote speaker.
Danny emphasizes the importance of understanding and fostering customer-centric cultures within organizations. He recounts his experiences working in Disney's theme parks, where he learned the significance of connecting with guests from diverse backgrounds, each bringing different emotional states and experiences. This understanding has become foundational in his professional approach to crafting tailored customer experiences in consulting and speaking engagements.
A key topic we explore is customer experience mapping, a tool Danny uses to improve various business processes. He outlines the steps involved in analyzing customer interactions, distinguishing between mediocre and excellent service, and identifying areas for improvement. This method allows organizations to shift their focus from purely transactional engagements to creating memorable experiences that foster customer loyalty.
We also discuss organizations’ challenges in sustaining customer service initiatives beyond their initial launch. Danny stresses the importance of leadership buy-in and integrating customer-centric behaviours into the company culture for long-term success. He shares examples of companies that consistently excel by prioritizing their customers' experiences, illustrating how tailored interactions can create meaningful connections.
Throughout our conversation, we highlight the need for organizations to cultivate exceptional customer service beyond price and product. Danny shares heartfelt anecdotes, such as how a simple act of kindness during a customer interaction can create lasting memories and foster loyalty. He provides actionable tips on how businesses can "wow" their customers, from attentively listening to their needs to personalizing service in ways that make individuals feel valued.
As we conclude, Danny encourages listeners to embrace their roles in customer service, highlighting that each interaction is an opportunity to create magic for others. He urges everyone to seek ways to positively impact the lives of those they serve, reinforcing that a customer-centric approach leads to professional fulfillment and personal satisfaction. This episode is a treasure trove of knowledge for anyone looking to enhance their organization's customer experience and build a culture prioritizing human connection.
Danny's Contact Information:
Website: https://snowassociates.com
LinkedIn: @DannySnow
Instagram: @dannysnowspeaks
Tacey's Contact Information:
Website: taceyatkinson.com
Socials: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First Podcast, we welcome Damon Lembi, a seasoned leader in the learning and development space, as we delve into the intricacies of building a customer-centric culture through effective leadership. As the CEO of Learn It, a live learning platform that has empowered over 2 million learners, Damon brings a wealth of knowledge from his sports and business backgrounds. Our conversation revolves around fostering an organizational learning culture and how this can drive personal and organizational growth.
A key theme in our discussion is the concept of a "learn-it-all" culture versus a "know-it-all" mindset. Damon emphasizes that fostering an environment where employees feel safe to experiment, fail, and learn is vital to success. He discusses how leaders must model this behaviour by being vulnerable and sharing their learning journeys, thus encouraging team members to engage in their growth. He underscores authentic leadership as creating a space where everyone can thrive and innovate, enhancing customer experiences.
We also explore the crucial role of mentorship in nurturing a learning organization. Damon explains that internal mentorship programs can bridge knowledge gaps and facilitate cross-departmental understanding, breaking down silos critical for collaboration. Additionally, he discusses the reciprocal nature of mentoring, highlighting how leaders often learn as much from their mentees as they teach, further enriching the learning environment.
Our conversation touches on the ever-changing work landscape, emphasizing the need for leaders to develop learning agility—the ability to learn, unlearn, and relearn. Damon stresses that as the world evolves, so must the skills and processes we rely on, urging leaders to embrace change rather than resist it. The rise of artificial intelligence is also addressed, with Damon encouraging listeners to engage with emerging technologies to remain relevant in tomorrow's workforce.
As we conclude, Damon shares actionable insights on creating a feedback-rich environment where trust and open communication flourish. He reminds us that self-awareness is foundational to effective leadership and decision-making. Leaders can better engage with their teams by peeling back the layers of self-awareness, leading to more authentic interactions.
Damon’s Contact Information:
Website: thelearnitallleader.com
LinkedIn: @damonlembi
Book Link: The Learn It All Leader
Tacey's Contact Information:
Website: taceyatkinson.com
LinkedIn: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First Podcast, I engage in a transformative conversation with Katherine Lazaruk, an internationally certified image consultant and leadership coach. Katherine's journey from a professional opera singer to a sought-after keynote speaker and consultant is fascinating and deeply inspiring. We dive into her motivations for writing her book, "Executive Being: Humanizing Business, One Leader at a Time," and her passion for helping leaders embody their true potential in presence and character.
Katherine recounts her career journey, revealing how traditional roles in the arts led her to discover that those paths did not suit her vibrant, multifaceted personality. After a life-altering health scare, she found clarity in her vision for the future, ultimately leading to her founding her consulting firm. She passionately discusses the intersection of leadership and authentic self-presentation, highlighting how she assists her clients in not only looking like leaders but also embodying leadership qualities.
One of the key principles we explore during our discussion is the idea of "whole person, whole presence." Katherine emphasizes the importance of leaders embracing their complete selves in the workplace. This holistic approach allows leaders to connect with their teams deeper, fostering trust and authenticity.
Throughout the episode, Katherine shares her insights on image consultancy misconceptions—addressing the often superficial stigma associated with the field. She dispels the notion that image and authenticity are mutually exclusive, reinforcing that effective presence accounts for authenticity and intentionality.
As we wrap up, Katherine offers valuable advice to leaders across various levels, encouraging them to reflect on their paths and contributions in the workplace. Her insights inspire all listeners to elevate their engagements with colleagues and clients by recognizing the value of authenticity and human connection.
Katherine's Contact Information:
Website: https://lzrkconsulting.com
LinkedIn: @katherinelazaruk
Book Link: Executive Being: Humanizing Business One Leader At A Time
Tacey's Contact Information:
Website: taceyatkinson.com
LinkedIn: @TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First Podcast, I speak with Diane Yarborough, the driving force behind Castaway & Company. We delve into the transformative nature of customer-centric cultures. Diane brings over twenty years of invaluable experience from her time at Disney, where she honed her skills in shaping leaders and cultivating cultures that inspire employees and customers.
Diane shares her fascinating journey in her early career at Disney, starting as a college intern and growing through various roles that deepened her understanding of the guest experience. She recounts her initial exposure to the operational side of hospitality, which evolved into a broader perspective on service excellence as she took on leadership roles. Through her experiences, particularly at Walt Disney World and the Disney Cruise Line, Diane reflects on how guest interactions shaped her insights into organizational dynamics and the critical importance of a customer-first mindset.
Throughout our discussion, Diane underscores the significance of intentional hiring and training processes, particularly within the high-stakes environment of the Disney Cruise Line, where a diverse crew must consistently deliver exceptional guest experiences. She emphasizes that the key to fostering a thriving customer-centric culture is equipping leaders to set clear expectations and model behaviours that align with organizational values.
We explore the concept that nurturing the employee experience directly correlates with enhancing customer satisfaction. Diane argues that when leaders prioritize their team's well-being and development, it translates into a positive atmosphere that improves service delivery. Organizations can cultivate an environment that attracts talent and ensures long-term loyalty among employees and customers by focusing on leadership relationships and the overall employee lifecycle- from recruitment to offboarding. Join me as we uncover the intricacies of building an organizational culture steeped in customer-centric values.
Diane's Contact Information: LinkedIn: @dianeyarborough Website:castawayandcompany.com Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!
On this episode of the Customers First Podcast, I had the privilege of engaging with Delphia Howes, an esteemed leader in human resources, diversity, and inclusion. With over two decades of experience, Delphia has built a remarkable career and is also the author of "Including You: Leading Inclusion from Where You Are." We delved into the transformative power of diversity and inclusion (D&I) in organizational settings and how understanding these concepts is crucial for building successful teams and fostering an optimal workplace culture.
Throughout our conversation, she emphasized that true inclusion begins with individuals taking personal responsibility, actively embracing underrepresented voices, and recognizing the wealth of experiences that diversity brings.
As we navigated the core values of inclusion, Delphia eloquently articulated how each person's sense of belonging correlates to organizational success. She explained the difference between diversity and inclusion, emphasizing that having diversity without inclusion renders the former ineffective. Inclusion ensures that individuals feel valued and that their unique contributions are recognized and welcomed. Her insights highlighted the detrimental effects of exclusion on workplace morale, productivity, and retention. We discussed how innovation stems from a mosaic of experiences and how a homogeneous workforce limits an organization's potential for problem-solving and growth.
Furthermore, we addressed the often misunderstood nuances of unconscious bias, with Delphia encouraging listeners to confront their biases openly. Leaders are responsible for fostering vulnerability and open dialogue, cultivating trust and deepening team members' relationships.
Delphia's success and advocacy serve as a beacon for those eager to create authentic, customer-centric cultures that lead to magical experiences. The insights shared in this episode are invaluable for anyone looking to understand the true essence of D&I and how to implement these strategies effectively in their organizations.
Delphia's Contact Information:
LinkedIn: Delphia Howze
Website: DHowze Solutions
Book Link: Including You
Tacey's Contact Information:
Website: taceyatkinson.com
LinkedIn: TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode, I speak with Sylvie DiGiusto, the world's first 3D immersive keynote speaker, whose innovative presentation approach reshapes how we engage with audiences. Sylvie brings a wealth of experience from her 20-year corporate journey in retail and tourism, where she honed her skills in leadership development, building one of the most prominent leadership academies in Europe. Our conversation delved into her signature framework, "The Power of Choice," which empowers leaders to make intentional decisions that significantly impact their teams and customers.
Sylvie articulates her passion for fusing customer-centric leadership with effective communication. She reveals how the realization that many candidates exhibit a discrepancy between their perceived and actual performance influenced her career path. This realization led her to examine the nuances of first impressions and unconscious biases, which profoundly affect how individuals and organizations are perceived. Together, we explore how these biases play a role in the customer experience and how leaders can bridge the gap between perception and reality.
Our discussion also touched on the critical nature of first impressions in customer relationships and team dynamics. Sylvie illustrates this with vivid scenarios, demonstrating how instant judgments shape our interactions and the narratives we believe. She also introduces her ABCDE framework, which includes Appearance, Behavior, Communication, Digital Presence, and Environment, offering a comprehensive guide for individuals looking to refine how they present themselves in the business world.
Throughout our conversation, it became evident that Sylvie's commitment to bridging the gap between leadership and customer-centricity presents a new paradigm for enhancing organizational culture and driving long-term success.
Sylvie's Contact Information:
Website: https://sylviedigiusto.com
LinkedIn: @sylviedigiusto
Social Media: @sylviedigiusto
Tacey's Contact Information:
Website: taceyatkinson.com
LinkedIn: TaceyAtkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First Podcast, I had the privilege of speaking with the inspiring James Robbins, a transformative leader and motivational speaker. Our conversation began with his remarkable journey from humble beginnings on a cattle ranch to influential leadership roles. This journey profoundly shaped his views on leadership, inspiration, and motivation. James emphasizes a powerful truth: while leaders are accountable for outcomes, their teams ultimately drive success.
Every effective manager should embrace three essential leadership truths: First, leaders must equip their teams with the tools and support necessary for achievement. Second, the role of an immediate supervisor is pivotal in determining employee happiness and engagement. Finally, James underscores that leadership is not just a position but a skill that evolves through continuous learning and self-reflection.
In discussing his book Nine Minutes on Monday, James reveals how different motivations—intrinsic and extrinsic—can significantly influence employee engagement. We also tackle the critical theme of leadership ownership, where James passionately articulates the need for leaders to take responsibility during setbacks, creating a safe space for innovation and collaboration.
As we conclude our enlightening conversation, James shares his insights on aligning personal values with professional life and teases his upcoming book on personal development. This episode is brimming with actionable tips for leaders eager to amplify their impact. I encourage you to reflect on these powerful insights and consider how to implement these leadership principles in your organization for transformative change.
Timestamps:
3:20: The Three Truths of Leadership 5:04: The Impact of Leadership 23:27:Ownership in Leadership
James Contact Information:
Website: https://www.jamesrobbins.com
LinkedIn: @jamesrobbins97
Book Link: Nine Minutes on Monday
Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!
On this episode of the Customer's First Podcast, I am joined by Liz Weber, a distinguished business advisor, author, and organizational culture expert, to delve into the intricacies of leadership and company culture in today's fast-paced environment. Liz, with her vast experience and MBA in international business, shares her journey from a rewarding career with the State Department to becoming a trusted consultant for executives navigating the complexities of managing people and processes.
As we explore the pressing challenges facing leaders today, Liz highlights the overwhelming nature of constant change, particularly since the pandemic. In her experience, identifying priorities has become paramount, as many leaders often find themselves mired in micromanagement rather than effectively delegating tasks to their teams. We discuss how critical it is for leadership to step back and empower their subordinates to take ownership of their roles, which fosters a more engaged and proactive workforce.
Liz provides keen insights into the resistance leaders often exhibit, especially regarding trust and delegation. She explains her approach to helping leaders recognize that their hesitance to empower others can stifle development and lead to a disengaged culture. Through training and one-on-one coaching, Liz assists leaders in redistributing responsibilities, ultimately transforming their organization into a more balanced and efficient entity.
We also delve into the critical role of corporate culture and its direct impact on employee satisfaction. Liz challenges listeners to consider how their teams feel about coming to work on Monday mornings, pointing out that a disengaged workforce reflects poorly on customer experiences. Through simple yet profound questions, Liz encourages leaders to confront hard truths about employee morale and actively create an environment where everyone feels valued and heard.
Through Liz's expertise and genuine passion for leadership development, this episode aims to inspire leaders to cultivate a culture that prioritizes not just the customer experience but also the well-being and engagement of their employees, fostering a cycle of positivity and productivity that resonates throughout the organization.
Timestamps: 7:00: Current Challenges for Leaders 10:58: Micromanagement and Leadership Effectiveness 15:06: The Importance of Strategic Planning 21:55: Focus on Company Culture 26:17: Maintaining Momentum in Culture Change
Liz's Contact Information: Website: https://www.wbsllc.com LinkedIn: LizWeberCMC
Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!
On this episode of the Customers First Podcast, I discuss the transformative power of customer experience and brand storytelling with Timothy Kalinowski, president of Lore. A master storyteller and brand strategist, Tim empowers brands to connect meaningfully with their audiences.
Tim shares his journey from marketing enthusiast to leading branding figure, recounting his motivation to establish Lore a decade ago. Frustrated with traditional agency inefficiencies, he aimed to create a firm that prioritized effectiveness and client satisfaction.
We delve into the principles of brand storytelling, emphasizing the importance of making customers the heroes of their narratives. Tim highlights that understanding the customer journey is crucial for transforming marketing tactics into meaningful experiences that inspire action. He introduces his "secret sauce" for effective communication: delivering value quickly, making content digestible, and spurring curiosity.
We also discuss the delicate balance between being a story's hero and mentor, using relatable examples, like marketing manufacturing products, to showcase how emotional resonance can drive customer engagement. Tim emphasizes that focusing on customer emotions—rather than just product features—can significantly influence purchasing decisions.
This episode offers practical insights and inspiration for cultivating customer-centric cultures that foster exceptional experiences. I encourage you to apply Tim's wisdom to enhance your brand's relationship with its audience.
Tim's Contact Information:
Website: loretold.com
LinkedIn: @timothykalinowski
Tacey's Contact Information:
Website: www.taceyatkinson.com
All Social Media: @taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
In this episode of the Customers First Podcast, I chat with DJ Soults, the first certified Unreasonable Hospitality Coach. DJ reveals how businesses can elevate customer experiences by going above and beyond expectations. He shares his transformative approach that helps organizations turn ordinary customer interactions into extraordinary ones.
Our conversation dives into practical strategies for both attracting new customers and delighting existing ones—a crucial element often overlooked. DJ reflects on his decade-long journey with Illuminated, a digital agency focused on creating meaningful client connections. He emphasizes that nurturing existing relationships can yield greater returns than always chasing new leads.
Central to our dialogue is the concept of Unreasonable Hospitality, popularized by Will Gadara. DJ distinguishes between service (the transactional aspect) and hospitality (the relational approach), highlighting how personalization can make clients feel truly valued. He illustrates his points with compelling stories, including insights from the renowned Eleven Madison Park restaurant on enhancing customer interactions.
We tackle common misconceptions about customer journey mapping and DJ provides practical advice for businesses to identify areas for improvement without breaking the bank. His empowering message underscores that a proactive mindset can lead to significant enhancements in customer satisfaction.
This episode is packed with actionable takeaways, inspiring business owners to create exceptional customer experiences that drive loyalty and growth. Tune in for a fresh perspective on making customer relationships truly remarkable!
DJ's Contact Information:
Website: illuminatedagency.com
LinkedIn: @djsoults
Tacey's Contact Information:
Website: www.taceyatkinson.com
All Social Media: @taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customers First Podcast, I have an inspiring conversation with Brad Huebner, a former Marine and dedicated business coach specializing in guiding contractors. Based on his military experience, Brad underscores the vital leadership, determination, and perseverance qualities that shape his coaching approach. With a remarkable track record of over 2,500 construction projects, he is committed to helping tradespeople navigate the complexities of building resilient and principled businesses.
Brad's unique journey—from aspiring architect to Marine to successful business owner—has equipped him with invaluable insights. After confronting the challenges of entrepreneurship, he embraced coaching as his true calling, igniting a passion for helping others succeed without sacrificing their values.
Throughout our engaging discussion, we address a pressing issue in the construction industry: the balance between quality and quantity in work output. Brad openly acknowledges today's challenges while affirming that most contractors strive to deliver exceptional experiences.
We delve into the critical importance of the customer experience, with Brad passionately advocating for a mindset shift among contractors. By embracing their roles as consultants rather than salespeople, contractors can cultivate genuine connections with clients, greatly enhancing overall satisfaction.
As we wrap up, Brad emphasizes effective communication as a cornerstone of success in all interactions, reminding us that fostering customer-centric cultures unlocks the potential for transformative experiences. Whether you're a seasoned pro or a newcomer to the industry, Brad's insights guide you, helping you overcome challenges while remaining true to your core values.
Brad's Contact Information:
Website: hammerandgrind.com
LinkedIn: @bradhuebner
Tacey's Contact Information:
Website: www.taceyatkinson.com
All Social Media: @taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this exciting episode of the Customers First Podcast, I enjoyed chatting with Sam Mizrahi, a trailblazer in Canada's luxury residential market and the visionary behind Mizrahi Developments. We dive into his latest landmark project, The One, poised to redefine the Toronto skyline as Canada's tallest skyscraper at an impressive 85 stories.
Sam's journey began at just 16 when he jumped into entrepreneurship and explored various industries before finding his true calling in real estate. He shares his innovative approach to bridging the gap between custom homes and luxury condos, aiming to create not just buildings but unique living experiences. With The One, he's forging a new standard in luxury, treating every unit as a bespoke creation rather than a cookie-cutter product.
We discuss his collaboration with renowned architect Norman Foster and how they've designed The One to be an engineering marvel, complete with an eye-catching hybrid exoskeleton that elevates the surrounding community. Sam also emphasizes his commitment to quality craftsmanship, ensuring his projects' elegance and functionality meet seamlessly.
Beyond the architecture, Sam's philosophy centers on community impact and philanthropy. He believes that developers have a responsibility to give back, fostering a culture within Mizrahi Developments that prioritizes social responsibility alongside profit.
This episode celebrates innovation, ambition, and the transformative power of a customer-first approach in real estate. Sam Mizrahi's wisdom is thought-provoking for those in the development industry and anyone pursuing ambitious goals in their field. Join us as we explore the magic that can happen when customer experience is prioritized, dreams are realized, and innovative designs take shape in the heart of our cities.
Timestamps:
5:39:Transition to Iconic Skyscrapers 7:57: Customizing Luxury Homes 10:20: Architectural Vision for The One 21:03: Philanthropy and Leadership 23:13: Advice for Resilient Entrepreneurs Sam's Contact Information: Website: Mizrahi Developments Instagram: @mizrahidevelopments Tacey's Contact Information:
Website: www.taceyatkinson.com
All Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customers First Podcast, I have an insightful conversation with Jesse McCullough, founder of Keystone Pharmacy Insights and a leadership coach. After his Customers First record-breaking Spotify episode in 2024, Jesse returns to discuss leadership and awareness, sharing his journey from a farm kid to a pharmacist and his leadership challenges in various sectors.
A key moment in Jesse's life came in 2014 when he discovered we could cultivate leadership skills. This discovery led him to a decade of study with the John Maxwell team. Jesse emphasizes that everyone deserves to be led well and that improved leadership is universally necessary.
Our discussion highlights the Seven Levels of Awareness framework, which promotes an understanding of leadership dynamics. Jesse explains that everyone can progress through these levels, offering practical insights to enhance personal and professional relationships. He stresses the importance of recognizing emotional states in patient care and shares his belief in maintaining a growth mindset.
Jesse also highlights self-reflection and accountability as pivotal for leadership development. He provides actionable tips, like setting reminders and seeking feedback, emphasizing that fluctuating between levels is part of the leadership journey.
In this episode, Jesse's perspective on overcoming complexities in the pharmacy sector showcases the importance of continuous learning and community engagement. Ultimately, the conversation encourages leaders to embody the qualities they wish to see in others and foster transformative customer experiences through effective leadership. Jesse's insights underscore the power of reflection and growth, advocating for a customer-centric culture where everyone can contribute positively.
Timestamps:
5:35: The Seven Levels of Awareness 8:09: Benefits of Applying Awareness Levels 12:06: Describing Each Level of Awareness 24:32: Navigating Through Levels of Awareness 35:11: Self-Reflection and Accountability Jesse's Contact Information:
LinkedIn: jessewmccullough
Facebook Group: kpipharmacy
Tacey's Contact Information:
Website: www.taceyatkinson.com
Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customers First Podcast, Tacey chats with Brian Kurtz, founder and CEO of Titans Marketing LLC, who shares insights from his extensive career in direct marketing and his book, "OverDeliver." Brian emphasizes creating extraordinary customer experiences and building relationships in today's competitive landscape.
He shares his journey from an English major to a pivotal role at Boardroom Inc., highlighting the significance of understanding customers as real people. The conversation covers the power of storytelling in marketing, the value of over-delivering to foster long-term loyalty, and the integral role of customer service in overall marketing strategy.
Brian also discusses the need to protect frontline team members, which is crucial to customer relationships, and suggests innovative ways to empower them. Towards the end, he highlights how businesses can differentiate themselves in a crowded marketplace by avoiding commoditization and focusing on unique offerings and exceptional service. His passion for relationship-building and continual learning reinforces that true success is grounded in genuine customer connections.
Timestamps:
9:42:Customer Service as a Marketing Function
16:41:Premium Experiences and Customer Loyalty
20:45:Safeguarding Customer Service Teams
25:17:Differentiating in a Competitive Marketplace
31:46:Building Relationships in Business
Brian's Contact Information:
Website: http://briankurtz.net/
Book Link: http://www.overdeliverbook.com/
Tacey's Contact Information:
All Social Media: @taceyatkinson
Let's Create Magic Together!
www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode, Tacey dives into the essential elements of employee engagement with Asha Sarode, founder of Uniquity Consulting. With her extensive background in various industries, including healthcare, law, and technology, Asha brings a wealth of knowledge about the complexities of workplace culture and the unique individual contributions needed to foster a thriving environment.
Asha shares her enlightening realizations from her past work experiences, where she often felt confined to narrow perceptions that did not reflect her diverse skill set. This sense of being "put into a box" was not an isolated incident; it reflected a common struggle faced by many employees who feel confined by their roles. Asha emphasizes the importance of understanding each employee's distinct qualities, needs, and interests. To address this issue, she reveals how her method stems from listening to individuals share their adverse experiences in the workplace, guiding her to create tools and workshops to unlock genuine employee engagement.
We then explore the concept of employee engagement, the definition of which is an individual's emotional investment in their work and company. We discuss the perplexing statistic of "quiet quitting," where approximately half of the workforce is disengaged, leading to immense losses in productivity. Asha effectively outlines the critical signs of disengagement, including silence, avoidance of feedback, and reliance on workarounds that overlook deeper issues—warning signs that managers should not ignore.
As we continue the conversation, Asha emphasizes the role of psychological safety in fostering engagement. She discusses how fear can inhibit contribution and collaboration, breaking down the four types of fear that keep employees from fully engaging. From the fear of exclusion to the reluctance to challenge the status quo, Asha provides actionable insights for managers to create environments where employees feel safe speaking up and sharing their ideas.
Asha passionately advocates for understanding the human connection in the workplace, explaining that these emotional elements have just as quantifiable an impact on productivity as traditional metrics.
Timestamps:
5:30: Understanding Employee Engagement 12:17: Signs of Disengagement 14:39: Fostering Engagement Strategies 17:13: The Impact of Fear on Engagement 23:27: Exploring Personal Connections Asha's Contact Information: Website: www.uniquityconsulting.co
Instagram & LinkedIn: @uniquityconsulting
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customers First Podcast, I have an enlightening discussion with Matt Lyles, a distinguished keynote speaker and customer experience consultant. We explore the profound impact of simplicity in creating memorable customer experiences. With an extensive background in brand management at FedEx, Matt shares valuable insights into how he has transformed customer experiences across diverse sectors, emphasizing his passion for fostering loyalty through simplicity.
We dive deep into the concept that while creating a magical customer experience is critical, it must rest upon a foundation of simplicity. Matt argues that in our increasingly complex world, consumers gravitate to brands that can streamline their experiences. It's not about making things easier for businesses; it's about understanding and alleviating customers' hurdles in their brand interactions. Matt highlights research findings that showcase the benefits of prioritizing simplicity, revealing that 64% of consumers are willing to pay more for a straightforward experience, and 78% are likely to recommend brands that deliver such experiences.
A compelling part of our conversation centers around the practical application of simplicity in customer interactions. Matt introduces the "SIMPLE" acronym, breaking it down into six actionable behaviours: Simple Never Stops, Innovate to Stay Ahead, Minimize Barriers, Prune it Back, Lose the Jargon, and Empathize with Your Customer. Each behaviour emphasizes continuously refining processes to meet customer needs while minimizing friction throughout the customer journey.
Moreover, we must tackle customer experience misconceptions, particularly reducing customer service to a mere function rather than recognizing it as an integral part of the overall brand interaction. This mischaracterization leads to missed opportunities for fostering deeper relationships with customers. Matt reinforces that customer-centricity means placing the customer at the heart of every decision, fundamentally altering how companies view their operations.
Timestamps:
8:30: Benefits of a Simple Experience
12:50: Introducing the SIMPLE Acronym
14:57: Exploring SIMPLE Behaviors
28:08: Empathizing with Customers
Matt's Contact Information:
All Social Media: @mattlyles
Website: mattlyles.com
Download Link: Simple Playbook
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customers First Podcast, I reconnect with Angie Robinson, Customers First Regular, dynamic leadership and life coach, as we delve into the critical importance of intentional leadership development. Angie's extensive background in human resources, coupled with her experience of over two decades in corporate settings, has equipped her with unique insights into nurturing impactful leaders. We explore how self-awareness is the cornerstone of effective leadership, encouraging leaders to embark on personal growth before they can inspire and manage their teams.
We start our conversation by examining why many leaders often neglect their development amid their team responsibilities. The multitude of roles a leader must juggle frequently pushes self-care and personal growth down the priority list. Angie emphasizes the need to reverse this trend, arguing that only when leaders prioritize their growth can they genuinely impact others.
Angie breaks down her framework into actionable steps, the first of which involves setting clear, personalized goals. She insists that effective goal-setting should align with individual aspirations rather than company objectives. By identifying what truly matters to them, leaders can cultivate a sense of ownership and engagement, making it easier to follow through on their intentions.
The conversation flows into practical tactics for creating action plans. Angie shares her methodology for cultivating clear, attainable steps while anticipating potential barriers—both external and internal. By visualizing success and detailing the attributes necessary to achieve it, leaders can create robust plans that address professional skills, mindset shifts, and support systems needed for advancement.
Lastly, we address the execution phase, affirming that planning is only possible with dedicated action. Angie underscores the importance of regularly revisiting goals and holding oneself accountable through structured check-ins. We discuss methods for tracking progress, celebrating achievements, and adjusting plans as necessary, encouraging leaders to maintain momentum despite life's challenges.
Timestamps:
7:53: Framework for Leadership Growth
10:34: Sharing Gaps and Seeking Support
15:08: Creating an Action Plan
18:52: Execution and Accountability
Angie's Contact Information:
LinkedIn: @angiekrobinson
Instagram: @angierobinsoncoaching
Website: https://www.angie-robinson.com
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customers First Podcast, I welcomed back Natalie Doyle Oldfield, founder of Success Through Trust and author of her newly released book, "Trusted: The Proven Path to Customer Loyalty and Business Growth." Natalie's expertise in trust-based relationships serves as a cornerstone for businesses aiming for customer satisfaction and deeper loyalty and growth. We dive into the journey that led her to write her second book and the significant findings derived from her research into the essence of customer trust.
Natalie shares her passion for understanding the motivations behind consumer behaviour and the crucial role trust plays in whether businesses succeed or falter. We delve into the eight principles outlined in "Trusted," starting with the necessity of deep listening imbued with empathy and compassion. It is about understanding and validating the other person's experiences and perspectives, which is vital in any professional engagement.
As we unpack the subsequent principles, Natalie emphasizes the importance of clear, honest, and transparent communication. Our conversation also touches on behaviours that can erode trust, including inconsistency and dishonesty, and how leaders can operationalize trust-building practices within their teams.
As our dialogue unfolds, it becomes clear that genuine trust is the path to customer loyalty. Natalie urges listeners to recognize that relationships are at the heart of every successful business transaction, emphasizing that when individuals feel trusted and valued, they are likely to reciprocate that loyalty. Throughout this episode, it's evident that trust is not just an abstract concept; it is a measurable and actionable factor that every business can aspire to enhance.
To fully grasp the depths of these principles and the practical insights shared, I encourage you to pick up a copy of Natalie's book, "Trusted." You'll find a wealth of information and actionable steps to implement immediately to foster trust in your organization.
Timestamps:
5:12: Principles of Trust Unveiled
12:29: Communicating with Clarity
25:45: Commitment to Long-Term Relationships
31:14: Best Practices for Long-Term Success
Natalie's Contact Information:
LinkedIn: @nataliedoyleoldfield
Website: https://www.successthroughtrust.com
Book Link: Trusted
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customers First Podcast, I enjoyed engaging with Vance Morris, a former Disney executive and founder/owner of Deliver Service Now. With an impressive background that includes a decade at Walt Disney World, where he played a pivotal role in the design and operation of Chef Mickey's, Vance brings a wealth of knowledge on customer experience and service excellence. We explored his transition from the corporate world to entrepreneurship, delving into his mission to help businesses implement Disney-inspired service models that delight customers and drive profitability.
Vance emphasized the crucial role of customer experience as the ultimate differentiator in today's competitive landscape. Drawing from personal anecdotes, he shared insights on how even mundane tasks can elevate the customer experience. For instance, Vance recounted his early days of delivering newspapers, highlighting how attention to detail rooted in customer preferences shaped his understanding of service excellence. At Disney, he learned that every detail contributes to the overall experience, setting the stage for his methodologies.
One of the highlights of our conversation was Vance's framework outlined in his book Systematic Magic, where he introduced the seven magic keys to "Disney-fy" businesses. Each key plays a vital role in crafting memorable customer interactions. An important takeaway was his view that details either enhance or detract from the experience. He urged listeners to conduct evaluations of their businesses to recognize the subtle elements that might influence customer perception.
Lastly, we explored the synergy between all these elements through Vance's equation for business success. He explained how combining employee experiences, quality customer experiences, quality business practices, and effective direct-response marketing leads to sustainable profits. This holistic approach challenges businesses to look beyond traditional metrics and aim for comprehensive customer and employee engagement.
Timestamps:
5:11: Seven Magic Keys to Disney-fy Businesses
12:41: The Importance of the Wow Component
18:02: Employee Magic and Customer Experience
Vance's Contact Information:
Website: https://go.deliverservicenow.com/
LinkedIn: @VanceMorris
Free Book: https://yes.deliverservicenow.com/deliver-service-now
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customer's First Podcast, I am thrilled to welcome back Amy Kehs, a brand strategist and communication expert dedicated to enhancing museums' experiences through effective public relations. With a rich history in the museum sector and a successful business, Kehs Communications, she has focused on empowering museums through a unique initiative called Love My Museum. In our engaging conversation, we explore various strategies museums & other businesses can implement to enhance customer experiences during the holiday season, making each visit memorable for families and individuals.
As we dive into the holiday season, Amy unveils a series of innovative ideas to maximize community engagement. We discuss the power of seasonal decorations and themed exhibits, which enliven a museum's atmosphere and create a sense of warmth and nostalgia among visitors. Kehs emphasizes how such initiatives can establish lasting community connections, turning a simple museum visit into a cherished family tradition. Furthermore, she illustrates how other businesses, such as restaurants and retail stores, have successfully adopted similar concepts to enhance customer loyalty.
Transitioning to actionable tips, we explore the importance of themed tours and interactive family activities that can bring a unique flair to any organization. By creating holiday-themed experiences, museums can invoke a sense of wonder and enjoyment for visitors of all ages. We highlight the value of crafting tailored experiences that resonate with your audience, urging museums to stay consistent with their brand messaging. Amy points out the potential pitfalls of marketing strategies that differentiate between various audience segments, emphasizing that a cohesive approach is essential for creating a seamless customer experience.
The dialogue also highlights the significance of gift shops or stores within museums. By transforming these spaces into holiday destinations, museums can create additional touchpoints for visitor engagement and offer curated products that reflect community and holiday spirit. Amy encourages museums to provide small tokens of appreciation that visitors can carry home, reinforcing their connection to the organization. These gestures enhance the customer experience and encourage repeat visits and long-term loyalty.
With all of these insights shared, I hope this episode inspires our listeners—whether they are part of a museum or any customer-centric business—to embrace new strategies for enhancing customer experiences and creating magic in their communities during the holiday season and beyond.
Timestamps:
3:50: Holiday Season Strategies for Customer Experience
9:50: Community Engagement Through Decor
13:24: Interactive Family Activities for the Holidays
27:37: Making Gift Shops a Holiday Destination
30:38: Creating Lasting Memories for Visitors
Amy's Contact Information:
Website: https://www.lovemymuseum.com
LinkedIn: @kehscommunication
Instagram: @lovemymuseum
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customers First Podcast, Tacey has the pleasure of speaking with David Roche, a seasoned professional coach and mentor specializing in aiding first-time CEOs. We delve into David's extensive career journey, which began with a diverse background in retail and eventually led him to establish Grey Area Coaching. He shares insights from his book, "Become a Successful First-Time CEO," a comprehensive guide that has quickly soared to become an Amazon number one bestseller, offering unique strategies and practical advice for aspiring leaders.
As we explore the nuanced landscape of transitioning into a CEO role, David points out the often-overlooked support systems that first-time CEOs require during such monumental shifts. He discusses the precarious balance of external expectations and internal team dynamics that can lead to new CEO failures if not managed carefully. With statistics indicating a staggering loss of market capital due to poorly managed transitions, David stresses the importance of fostering trustworthy relationships and mentoring networks to bridge the gap between selection and effective leadership, providing practical advice that can be applied in various leadership contexts.
We also unpack the critical factors that contribute to successful leadership, drawing parallels to the role of a conductor in an orchestra. David passionately illustrates how a CEO must nurture individual talents within their team and coordinate efforts to ensure that the collective performance exceeds the sum of its parts. His insights on leadership style and team dynamics resonate powerfully, reinforcing that great leaders do not just command; they inspire and cultivate a supportive environment for their teams to flourish. He encourages leaders to embrace the idea that seeking assistance is not a sign of weakness but rather a strategic step toward achieving sustained success.
Timestamps:
12:34: The Challenges of First-Time CEOs
14:58: Importance of Strong Leadership
18:23: Coaching and Mentoring in Leadership
David's Contact Information:
LinkedIn: @davidroche
Website: https://greyareacoaching.co.uk
Link to Book: Become a Successful First Time CEO
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customers First Podcast, Tacey welcomes back Eric Stone, the founder of ClearPath Ventures and author of "Jumpstart Your Workplace Culture. A Roadmap for Igniting High Performance." Eric delves deep into the essence of workplace culture and high performance, shedding light on the principles that can lead organizations toward success.
The heart of the conversation focuses on defining company culture. Eric mentions that culture is essential "behaviours in action"—the alignment between stated values and actual organizational behaviours. This distinction is crucial as we explore how culture can significantly influence an organization's ability to execute its strategies effectively. Eric emphasizes that a company's culture can only be assessed by observing behaviours when leadership isn't present, highlighting the true character of an organization's environment.
We touch upon the importance of getting "in the trenches" with teams—a practice Eric advocates for to gain valuable insights that might otherwise go unnoticed. He lays out three key practices: listening, observing, and learning. This approach helps leaders connect with their teams and creates a feedback loop that strengthens the organization's culture. He stresses that the clarity of mission, vision, and core values must guide every decision made within an organization.
One of the standout discussions is around overcoming obstacles within workplace culture, where Eric introduces the idea of being a "distraction catcher." He explains that successful leaders must buffer their teams from unnecessary noise, enabling them to focus on achieving key initiatives.
Eric's wealth of knowledge and experience equips listeners with actionable strategies for cultivating vibrant workplace cultures. His insights reinforce the idea that a customer-centric culture is beneficial for clients and integral to internal success, urging leaders to create environments that inspire and empower their teams.
Timestamps:
3:40: Understanding Company Culture
8:49: The Role of Culture Carriers
12:18: Roadmap Summit Essentials
Eric's Contact Information:
Website: https://clearpathventures.com
LinkedIn: @eric-stone-clear-path
Book Link: Amazon Link to Book
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customers First Podcast, Tacey engages with Jaime Valle, an accomplished customer experience consultant with a robust finance and computer engineering background. Jaime shares his extensive career journey, highlighting his lifelong dedication to customer service across various industries, including finance and pharmaceuticals.
We delve into the challenges of customer feedback mechanisms, particularly the phenomenon of customer fatigue caused by overwhelming surveys. Jaime articulates how companies often inundate customers with requests for feedback, leading to abysmally low response rates—often hovering around 5%. He stresses the importance of strategic communication, emphasizing that a thoughtful approach can enhance engagement without exhausting customers.
Throughout our conversation, Jaime emphasizes the importance of clarity and precision in data collection. He shares practical tips to enhance the effectiveness of surveys, such as asking direct questions about transactional satisfaction rather than ambiguous brand-related inquiries. He also highlights the significance of incorporating a neutral option in surveys, ensuring customers can express their true feelings without being forced to take a side.
This episode offers rich insights into the art and science of customer experience, emphasizing the importance of thoughtful analysis, strategic communication, and the vital role of customer feedback in driving business success. Jaime's expertise and passion for customer-centricity shine throughout our discussion, making it a valuable listen for anyone looking to enhance their organization's approach to customer experience.
Timestamps:
6:14: Risks of Over-Surveying 11:36: Moments of Truth in Customer Journeys 14:56: Utilizing Data Without Surveys 26:11: Understanding Net Promoter Score Jaime's Contact Information: LinkedIn: https://www.linkedin.com/in/jaimevuk/ Email: jaime@teresamonroe.com Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
This episode of the Customers First Podcast features an insightful conversation with Laura Richard, a principal at Level 5 Consulting. Her significant contributions to customer-centricity and leadership in consulting have been widely recognized. Laura articulates the importance of customer experience as a core driver of business success, highlighting her belief that genuine customer connection stems from deeply understanding their needs and expectations.
Laura introduces us to the concept of customer centricity and shares her insights on the seven dimensions that define this approach. She emphasizes the need for organizations to promise value to their customers and consistently deliver on that promise.
Laura discusses the continuous evolution of customer experience and shares her framework for improvement. This framework underscores the necessity of gathering voice-of-customer insights and fostering cross-functional collaboration.
We further delve into Laura's customer-centric maturity model, focusing first on the promise aspect and its three core dimensions:
- Establishing a clear brand promise
- Having a fact-based understanding of customer behaviour
- Concentrating on meaningful moments in the customer journey
Transitioning to the performance side, Laura highlights four critical dimensions:
- Maintaining consistent collaboration.
- Centering customer needs in decision-making processes.
- Measuring customer outcomes effectively.
- Committing to long-term investments in customer-centric initiatives.
This episode is a rich resource for anyone interested in elevating their organization's customer experience through a strategic, consistent, and collaborative approach. It ultimately embraces the belief that magic happens when organizations prioritize customer centricity.
Laura's Contact Information:
LinkedIn: @laurakrichard
Take Level5’s customer centricity maturity survey: https://www.research.net/r/L5CxMaturity. This will provide you with a free personalized report.
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
On this episode of the Customers First Podcast, Tacey explores customer journeys with Shaun Whynacht, founder of Blue Cow Marketing. With over 12 years of experience simplifying businesses' marketing efforts through automation and customer journey optimization, Shaun brings a wealth of knowledge and strategies to the table. They explore how marketing automation helps companies enhance their customer experiences.
The conversation shifts towards understanding the importance of crafting seamless customer journeys. Shaun presents a compelling analogy of viewing the customer journey as a road trip, emphasizing the various paths customers may take, from first learning about a business to making a purchase. He stresses that businesses must plan the ideal customer experience and recognize that not every customer travels the same route. Shaun argues for the importance of accommodating various touchpoints and potential roadblocks, likening the process to creating a magical experience akin to a Disney theme park.
Shaun elaborates on the quintessential idea that a consistent customer journey drives customer retention and loyalty. He shares practical insights on how a mapped-out customer journey can help maintain quality across interactions and empower businesses to scale effectively.
As the discussion progresses, they delve into Shaun's seven-step strategy to elevate the customer experience. Each step—from knowing your customer to personalizing interactions and over-delivering on expectations—unfolds with real-world examples from Shaun's extensive career. He emphasizes the value of personalization in enhancing customer experiences and underscores the necessity of listening to customer feedback. This feedback loop is integral to refining the journey and ensuring businesses remain aligned with their customers' evolving needs.
This episode is packed with actionable insights and lively conversation. It aims to help businesses enhance their customer experiences and ensure that every interaction aligns with the values of customer-centric cultures.
Shaun's Contact Information:
Website: https://www.bluecowmarketing.ca/
LinkedIn: @shaunwhynacht
Instagram: @bluecowmarketing
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
On this episode of the Customer's First Podcast, we dive deep into the world of customer experience with the returning guest, Samantha Irwin, a renowned small business customer experience consultant and the founder of the Power of People Training Academy. Samantha brings her wealth of knowledge from years of experience in the hospitality industry and her passion for uplifting individuals to share insights that help businesses create magical customer experiences. As we delve into the core of customer experience, Samantha emphasizes that the journey begins with the employees. She advocates for a mindset shift among leaders to prioritize and empower their teams, enhancing customer service. With a focus on always being in hiring mode, she shares invaluable strategies for attracting and retaining high-performing employees. This proactive approach ensures businesses are never in a rush to settle for hires that might not align with their company culture. Samantha elaborates on the attributes of A players, highlighting the need for initiative and drive as critical factors when selecting potential employees. Moreover, we explore the connection between employee satisfaction and customer loyalty. Samantha passionately discusses how understanding each team member's qualities can streamline the hiring process and boost morale. She shares tools like creating a culture deck that helps leaders cultivate an environment where employees feel valued, leading to enhanced customer experiences. By reverse-engineering the hiring process and focusing on cultural fit, Samantha illustrates how businesses can build a robust team that embodies their values. As the episode wraps up, Samantha encourages leaders to continuously evolve their understanding of staff motivations and customer experience strategies. Businesses can retain top talent and deliver extraordinary customer service that drives loyalty by promoting an ongoing dialogue within their teams and incorporating feedback and innovative training resources. Samantha's Contact Information:
Website: https://kaizen.zone
LinkedIn: @samanthairwin
Instagram: @samantha_kaizen
link for the Creating a Culture Deck (discount code CULTURE): https://kaizen.zone/creating-a-culture-deck/
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
On this episode of the Customers First Podcast, we're joined by Karen Evers, the founder of HumanSmarts, a transformative human resources consultancy focused on revitalizing HR for small businesses. After 25 years in corporate HR, Karen experienced burnout and recognized a gap in the market for authentic, people-centric HR solutions. Since launching HumanSmarts, she has partnered with startup founders and small business owners across the USA, helping them cultivate thriving workplace cultures.
Karen shares that HR can be more than just compliance and risk management. She doesn't just preach a human-centred approach to HR and employee experience; she equips entrepreneurs with the practical tools and strategies to implement it. She emphasizes creating a work environment where people feel valued, leading to improved business outcomes.
Throughout our conversation, we delve into how traditional HR practices have become dehumanized and discuss the psychological impact this has on employees. Karen highlights that the increasing focus on compliance has drawn individuals to HR who may prioritize rules over relationships, leading to the loss of the authentic human connection that should be at the heart of HR. By focusing on empathy and genuine understanding, organizations can foster a culture that retains and attracts top talent.
Karen provides compelling examples of how small organizations can transform employee experience to match their culture and values. We also discuss the vital connection between employee satisfaction and customer experience. Karen passionately advocates for treating employees as internal customers, as their happiness and engagement directly influence the service they provide to clients. By humanizing the workplace, businesses enhance employee experiences and position themselves as employers of choice in a competitive talent landscape.
This enlightening discussion with Karen is not just a call to action; it's a wake-up call for all business leaders. It's time to reassess your HR practices and embrace the power of human connection within your organizations. The future of your workplace culture and business outcomes depends on it.
Karen's Contact Information:
Website: HumanSmarts
LinkedIn: @klevers
Tacey's Contact Information:
All Social Media Platforms: @taceyatkinson
Email: Tacey@taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
On this episode of the Customer's First Podcast, host Tacey Atkinson welcomes Clint Rush, a multifaceted leader with an impressive background, including an award-winning executive, a decorated combat veteran, and a Lean Six Sigma Black Belt. We delve into Clint's journey, which began at the University of Wisconsin and then took a significant turn following the events of 9/11, which motivated him to join the Army. His military service paved the way for a diverse career in the private sector, including roles in operations, quality, business development, and more. Clint reflects on his transitions from military to civilian life and how each experience has shaped his approach to leadership.
Clint shares insights from his time managing a logistics company during the tumultuous period of the COVID-19 pandemic. He emphasizes that overcoming challenges in unprecedented times fosters innovation and provides a unique opportunity to place the customer at the center of business strategy. He acknowledges the complexities of leadership, particularly during crises, and expresses the importance of creating meaningful experiences that stand out in difficult times.
The conversation seamlessly shifts to foundational leadership qualities as Tacey and Clint explore what distinguishes a true leader from a mere people manager. Clint articulates that, at its core, leadership is about setting a clear destination and facilitating others' journeys to get there. He highlights the critical role of trust-building within organizations and asserts that vulnerability and transparency about one's shortcomings are vital to fostering a trustworthy environment.
Clint also candidly addresses why first-time leaders often struggle, attributing their challenges to fear and the pressure to perform perfectly. He encourages new leaders to embrace their fallibility and view setbacks as opportunities for growth, both personally and within their teams. Drawing parallels between leadership and personal experiences, Clint emphasizes patience as a critical trait for influential leaders, asserting that cultivating a robust team culture takes time and consistent effort.
This enriching episode serves as a reminder that effective leadership is rooted in trust, transparency, and genuine care for one’s team while also inviting listeners to foster their own customer-centric cultures. Tune in to gain valuable insights into effective leadership and the magic of creating memorable customer experiences.
Timestamps:
10:49: Building Trust in Organizations 14:43: The Importance of Vulnerability in Leadership 16:15: Overcoming Fear as a First-Time Leader 20:30: Differentiating Yourself as a Leader Clint's Contact Information: Website: https://clintrusch.com LinkedIn: Clint Rusch Tacey's Contact Information:
All Social Media Platforms: @taceyatkinson
Email: Tacey@taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
On this solo episode of the Customer's First Podcast, I delve into a troubling sentiment that has emerged frequently in conversations with C-suite executives: the notion that prioritizing customer experience has become a luxury they can ill afford. This mindset, which has increasingly taken root since 2022, suggests that businesses feel pressed to prioritize survival over the nuanced and often overlooked aspect of customer experience. My response to this perspective is unequivocal: companies cannot afford to neglect customer experience, nor should they view it as an expensive endeavour. The key lies in maximizing existing resources and recognizing the invaluable foundation many companies possess, even if they are unaware of it. To illuminate the distinction between customer service and customer experience, I draw attention to the fundamental differences that often blur together in conversations. Customer service encompasses the transactional actions essential for customer interaction: processing orders, accepting payments, and other task-oriented functions. In contrast, customer experience transcends those interactions, focusing on how customers feel throughout their journey. It integrates sensory elements—sounds, smells, visual cues, and human engagement—that collectively shape a customer's emotional response to a brand. I emphasize the importance of a warm, welcoming atmosphere and proactive communication in fostering a positive customer experience. Throughout the episode, I share insights from recent retail environment observations, noting how slight changes in employee interactions can profoundly impact customer perceptions. For instance, I recount a scenario where a customer interacted with a salesperson who genuinely cared to understand her needs, ultimately providing her with valuable information that encouraged her to return for a future purchase rather than completing an immediate sale. This reflects a fundamental truth: an engaging and empathetic approach can turn a mere transaction into a cherished experience, ensuring customers leave feeling valued and eager to return. I also encourage businesses to actively cultivate a customer-centric culture, which enhances external interactions with clients and nurtures an engaged internal workforce. Initiatives such as conducting service audits or gathering customer feedback are invaluable. Nevertheless, I think it's important to act upon that feedback; being perceived as unresponsive can damage the relationships businesses aim to build. The human element must return to commerce. Effectively caring for customers—understanding their needs and creating memorable, positive interactions—doesn't require significant financial investment, only time, intention, and a willingness to listen. Finally, I challenge my listeners to reflect on their business practices and environment. Are there barriers preventing the cultivation of authentic connections within their teams and with customers? I share that each individual plays a crucial role in shaping the human aspect of business. Transforming the customer experience is a collective effort, and fostering an atmosphere where empathy and respect prevail leads to sustainable success. As I conclude, I urge my audience to seek ways to spread this message and inspire others to prioritize meaningful interactions. The movement towards better customer experiences starts with each of us, and I'm eager to hear about your successes as you embark on this critical journey. Engage with me, and let's create the magic together.
Tacey's Contact Information:
All Social Media Platforms @taceyatkinson
Email: Tacey@taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
In Today's Episode from the Vault: Join Tacey and her special guest, Certified Life Coach & Talent Development Expert and Customers First Regular, Angie Robinson.
Today's Topic: “The Power of Good Communication”
Angie shares her expertise in developing more robust connections with your team by practicing good communication strategies.
Link to Angie PDF with the 6 Core Communication Categories
https://communication.angie-robinson.com
Angie’s Contact Information:
Website: www.angie-robinson.com
Instagram: @angierobinsoncoaching
LinkedIn: @angiekrobinson
Tacey's Contact Information:
https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
On this episode of the Customer's First Podcast, I, Your Chief MagicMaker, delve deep into the essence of customer experience and its profound importance in building successful businesses. As a brand experience curator, I aim to help organizations create enchanting experiences that resonate with people on a personal level. Today, I have the pleasure of addressing your questions directly from our Customer's First Boardroom. This special mailbag edition allows me to engage with you, my audience, and tackle pressing inquiries that undoubtedly reflect the thoughts of many. Our conversation begins with a poignant question from Laura C., who asks why customer experience is a cornerstone of my philosophy. I share a personal story from my childhood, reflecting on my father's influence as he instilled in me the values of kindness and compassion while running a family restaurant. Through anecdotal storytelling, I illustrate how nurturing customer relationships transcends monetary exchanges and creates lasting loyalty. This foundational mindset, instilled by my father, underscores the importance of understanding how we make others feel and the results it yields in return, ultimately enriching our business landscape. Paul M. raises an engaging question about managing poor customer service during shopping experiences. I take this opportunity to emphasize the duality of responsibility in any interaction. It's crucial to assess the broader context and show patience and kindness, even in challenging situations. I advocate for compassion over confrontation, encouraging listeners to elevate their interactions and choose to respond positively. This discourse reinforces my mission in shaping our daily experiences and stresses that kindness is neither insignificant nor an option but a necessity. As we continue, I field inquiries regarding brands that inspire me within the customer experience realm. This leads to a passionate exploration of a standout brand, P. Louise Cosmetics, and its visionary CEO, Paige. I describe how Paige has constructed an empire on the principles of exceptional brand experience, recognizing the intricate details that resonate deeply with customers. From her innovative packaging to her dedication to community engagement, Paige embodies the ethos of creating magic through thoughtful customer interactions. Her approach serves as a beacon for others in the industry, demonstrating that valuing the consumer experience can lead to remarkable success. The episode progresses as I outline how my audience can engage with my services. I break down my offerings, which include keynote talks, leadership workshops, and customer experience audits, tailoring them to fit specific organizational needs. Each method empowers teams and elevates customer interactions, ensuring that the magic of customer-centric cultures is not just a goal but a tangible experience for everyone involved. Concluding this enriching dialogue, I express my gratitude for the feedback and questions from listeners. I encourage continued engagement and invite more questions to keep the conversation alive. The closing remarks reiterate the importance of nurturing customer-centric cultures and the significant impact they can have on everyday interactions. By inviting you to join me in this mission of spreading kindness and respect across our communities, I hope to ignite a movement where magic isn't merely a concept but a reality we strive to create in every customer experience.
Timestamps:
5:45: The Importance of Customer Experience 10:03: Handling Poor Customer Service 15:19: Brands to Watch in Customer Experience 22:07: Ways to Work Together Tacey’s Contact Information:
https://linktr.ee/taceyatkinson
www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
You've asked for It, so here it is: Vault Episode 141 with Author, Speaker & Leadership Coach Kyle McDowell. Kyle is widely known for his aspiring and inspiring approaches to transforming bosses into leaders and reshaping corporate cultures. Enjoy!
Kyle talks about formulating ten principles that start with the word “we,” which ultimately changed his life trajectory and significantly impacted many leaders. Kyle’s core principles for his strategy emphasize the importance of doing the right thing, leading by example, following through on commitments, and owning mistakes. Kyle believes mistakes are valuable learning opportunities and that it is crucial to lift each other up and support one another in the work environment.
The episode also touches on the significance of measuring outcomes rather than activity and the need to align actions with goals and objectives. Furthermore, the conversation delves into recognizing and rewarding efficiency and the value of challenging one another in a culture of excellence. Kyle believes that challenges present opportunities for improvement and that attention to detail separates organizations from their competition. Kyle highlights the fulfilling nature of this work and the need to work together and support one another to create a better world.
Kyle’s Contact Information:
Website:https://www.kylemcdowellinc.com
LinkedIn, Instagram and TikTok: @kylemcdowellinc
Amazon link to book: Begin With WE: 10 Principles for Building and Sustaining a Culture of Excellence
Tacey’s Contact Information:
https://linktr.ee/taceyatkinson
www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customer's First Podcast, I am joined by Jose Ganem, a brand strategist and owner of Round Branding. We explore the intricate world of brand strategy and customer engagement. Discover how to harness the power of storytelling, empathy, and team involvement to elevate your brand and create impactful customer connections that thrive in an increasingly competitive landscape. As a brand experience curator, I aim to help organizations create experiences that resonate with their audiences, and Jose brings knowledge and insight to this conversation.
We dive into the essence of storytelling, which Jose argues is the crux of brand differentiation in today's crowded market. It's crucial for brands to understand their audience on an emotional level rather than just presenting features or founder stories. We explore how empathy toward customer needs leads to impactful brand messaging beyond mere promotion, allowing companies to forge genuine connections with their customers.
Jose also addresses the importance of authenticity in brand communication, particularly as companies look to stand out in saturated markets. He shares valuable strategies for aligning a brand's messaging with its core values, ensuring that the brand evolves to reflect what it stands for and its audience needs. He stresses that engagement goes hand in hand with genuine dialogue with customers, helping businesses create offerings that customers genuinely desire rather than what they think customers want.
Leading us to a deeper discussion on how empowered employees can significantly enhance customer loyalty and overall business growth. We address the misconception that branding is merely an external endeavour, revealing the internal implications of rebranding or defining brand values.
Timestamps:
3:54: The Power of Storytelling in Branding 5:42: Aligning Brand Values with Audience Needs 9:30: Importance of Market Research 11:27: Team Involvement in the Branding Process 15:34: The Impact of Brand Evangelists Jose's Contact Information: Website: Round Branding LinkedIn: @JoseEliasGanem Instagram: @joseeganem Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customer's First Podcast, we dive deep into the complexities of leadership with Brenda Neckvatal, a two-time best-selling author, award-winning HR professional, and serial entrepreneur. Together, we explore the art of mastering the people side of leadership, especially when navigating relationships with challenging personalities. Brenda opens up about her past experiences with difficult personalities that fueled her passion for helping others strengthen their leadership skills. With an emphasis on the significant difference between managers and true leaders, she explains how managers often focus on checking boxes and adhering to defined parameters. In contrast, leaders lift their teams, foster transformation, and encourage growth. Through this differentiation, Brenda highlights the critical role of trust in building effective teams, and she emphasizes that a leader’s ability to listen actively is paramount to understanding team dynamics. Moreover, we delve into the cruciality of establishing a follow-up culture, where leaders routinely communicate decisions and acknowledge contributions made by their team members. Brenda illustrates this with a compelling story about a mentor who continually engaged and celebrated his team's suggestions, fostering a vibrant environment ripe for collaboration and innovation. Brenda concludes with an empowering reminder that there are no justified resentments—encouraging leaders to release negativity and focus on fostering a positive, empowering culture in their workplaces. Throughout this engaging discussion, listeners are equipped with actionable insights and the motivation to become true leaders who inspire and elevate their teams.
Timestamps:
5:19: Transforming Leadership Amid Challenges 7:49: Building Trust with Difficult Personalities 14:18: Misconceptions About Leadership 19:18: Practical Steps for New Leaders Brenda's Contact Information: Website: https://yobrenda.com/ TikTok & Instagram: @brendaneckvatal LinkedIn: @neckvatal Book Link: Mission Ready: Building High-Performing Teams from the Battlefield to the Boardroom Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customer's First Podcast, I delve into a spirited conversation with Andrea Leigh, a distinguished Change Catalyst and Customer Experience Powerhouse. Andrea’s journey into customer experience began at a young age, rooted in her early retail encounters, where she discovered the profound impact of prioritizing customer care. With over three decades in pharmaceutical sales followed by a significant transition into retail fashion leadership, Andrea shares her insights on the evolution of customer relations and the essential role of emotional connection in crafting superior customer experiences. We explore the transformative period of COVID-19, where Andrea's unforeseen pivot from pharmaceuticals to fashion illuminated the importance of fostering genuine relationships with customers. Her tenure at a chic fashion boutique in Oklahoma City made her an exemplary leader whose sales achievements exceeded expectations. Andrea emphasizes that the keys to her success lay in treating customers with care and creating enjoyable shopping experiences, which helped her build trust and loyalty. During our chat, we also tackled the critical impact that customer experience has on businesses. Andrea explains that a great customer experience is an indispensable marketing tool and a catalyst for exponential growth in today's experience-driven economy. Conversely, she warns about the fallout from neglecting customer needs, explaining how even a small oversight can tarnish an otherwise stellar interaction and lead to customer loss. Andrea passionately advocates for leaders to cultivate a company culture that prioritizes customer satisfaction above all else. She highlights the importance of team communication and recommends leveraging friendly competition to boost morale and drive performance. She believes leaders can inspire their teams to consistently deliver exceptional experiences that resonate with customers by celebrating even the smallest victories. As we wrap up, I encourage leaders to actively listen to customer feedback and maintain open lines of honesty throughout their businesses, emphasizing that fostering human connections is paramount to customer delight. Andrea's insights remind us that the heart of any successful brand lies in how it makes customers feel and that creating memorable experiences is the cornerstone of lasting success. This episode is a treasure trove of wisdom for anyone looking to enhance their understanding of customer-centric cultures and create the magic that comes with outstanding customer experiences.
Timestamps:
6:48: The Importance of Customer Trust 8:55: Understanding Customer Experience Impact 15:36: Cultural Shifts in Customer Service 20:25: Prioritizing Customer Interaction Andrea's Contact Information: LinkedIn & Facebook: @AndreaLeigh Instagram: @therealandrealeigh Tacey’s Contact Information:
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
In this episode of the Customers First Podcast, Tacey has a detailed conversation with Pete Mohr about the power of improved communication and processes in helping companies build stronger teams. Pete shares his entrepreneurial journey and explains the importance of understanding the three parts of the brain: Cognitive, Conative & Affective, and the skills for innately taking action. He highlights the significance of the Kolbe assessment in uncovering how individuals naturally take action (not feelings) and how it can be used to enhance team dynamics. Pete delved into Kolbe's four action modes: Fact Finder, Follow Through, Quick Start, and Implementer. He explained each mode's characteristics and how they influence decision-making and work preferences. Pete emphasized the importance of understanding these action modes in leading teams effectively and acknowledging and leveraging each team member's strengths. Moreover, Pete discussed the value of filling gaps within teams by hiring individuals with complementary action modes. He shared insights into using the Kolbe assessment during the hiring process to ensure candidates align with the expectations of their roles. Pete emphasized the importance of effective communication in addressing common team issues and driving business success. Reflecting on the impact of the pandemic on businesses, Pete highlighted the need for adaptability and resilience in navigating challenges. He emphasized the importance of being prepared to pivot quickly in the face of unforeseen circumstances. Pete underscored the significance of effective communication in leadership and how catering to individual communication preferences can enhance team performance and engagement. In conclusion, Pete emphasized the role of communication in fostering productive teamwork and shared insights into leveraging the Kolbe assessment to optimize team dynamics and drive business success. He encouraged leaders to prioritize understanding and meeting the diverse communication needs of team members to create a cohesive and effective work environment.
Timestamps:
3:11: Understanding the Three Parts of the Brain 6:26: Exploring the Four Action Modes 17:48: Building Strong Teams with Colby Profiles 28:25: Utilizing Kolbe Reports in Hiring Processes 32:08: Benefits of Kolbe Method for Leaders 34:27: Adapting Business Strategies Post-Pandemic 36:55: Importance of Effective Communication Pete’s Contact Information:
Website: https://simplifyingentrepreneurship.com
LinkedIn: @petermohr
Tacey’s Contact Information: All of Tacey’s social media profiles are @TaceyAtkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
Festival Season is the best time for us to revisit our Conversation with Melanie Jones, an art curator, Disney enthusiast, and Owner of Chapter Three Art and Disney Festival of the Arts expert, as they discuss this week’s topic: “Festivals and Art Need to Be Emotion-Evoking Experiences.”
In this episode of the Customer’s First Podcast, Melanie shares her passion for art and her journey in forming Chapter Three Art. It all started with her collection of Beauty and the Beast memorabilia, which sparked her admiration for artists and their ability to evoke emotions through their work. Chapter Three Art became a platform for Melanie to introduce others to Disney and other types of art and share stories from fellow collectors. Through this endeavour, Melanie has formed strong relationships with artists and has become an integral part of their creative process.
The conversation then delves into the Festival of the Arts, which initially started as the Festival of the Masters and has now blossomed into a month-long event. The Festival offers various activities such as art exhibits, merchandise, food, meeting the artists, live painting, acrobatics, chalk art, drawing classes, and more. Melanie emphasizes the interactive exhibits, including a paint-by-number mural where participants can contribute, sketching classes with Disney artists, live painting performances, and 3D chalk art. They both highlight the need for ample time to experience the Festival fully, as there is so much to see and do.
Melanie shares her experiences at the Festival, emphasizing the importance of meeting and conversing with the artists. Viewing the art in person and learning about the artist’s inspiration and techniques adds a deeper connection to the artwork. She highlights two artists Tacey is curious about: Michelle St. Laurent, a watercolour artist known for her attention to detail, and Michael Provenza, who utilizes points and filters light through his paintings. Melanie believes attending the Festival allows people to discover new art and artists they may have yet to discover otherwise.
Melanie further emphasizes the opportunity to meet new artists and purchase art at the Festival. The ongoing demand for art and the chance to reconnect with pieces from the past make it an exciting experience. They also discuss how the Festival’s level of service and experience can translate into other industries, such as hospitality.
Melanie shares her dreams of opening Chapter Three Art Cafe, a gallery space offering more than just art. She envisions a relaxing environment where people can enjoy art while sipping coffee or wine, with possible open mic or poetry reading nights. Melanie aims to create an ongoing experience for art enthusiasts rather than a limited-time event like the Festival.
The conversation shifts to Melanie’s experiences collecting Disney pins and attending pin events. She discusses her collection, which is focused on Beauty and the Beast and currently contains over 900 pins. Melanie expresses excitement for future adventures in the world of art and collecting.
Finally, Melanie shares her experiences living in Florida, close to the parks, and the opportunity to visit the Art of Disney at Disney Springs. She plans to interview and write about local and visiting artists throughout the year, further expanding her knowledge and connections in the art world. The episode concludes with a message to the listeners, encouraging them to attend the Festival of the Arts, even if they don’t plan on purchasing art, as it offers a chance to learn something new and have a transformative experience.
Timestamps:
0:01:40 Melanie shares her passion for art and Beauty and the Beast
0:05:03 Chapter Three Art opens doors for Melanie in the art community
0:10:46 Interactive exhibits at the Festival of the Arts
0:12:34 Live Painting, Chalk Art, and Photography Opportunities
0:14:08 The Importance of Experiencing Art and Meeting the Artists
0:23:07 The Magic of the Festival of the Arts
Melanie’s Contact Information:
Instagram: @chapterthreeart
Facebook Group: Chapter Three Art
Email: Melanie@ChapterThreeArt
Tacey’s Contact Information:
https://linktr.ee/taceyatkinson
Email: tacey@taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
In this week's episode, we are welcoming Neal Woodson back. For over twenty years, Neal Woodson has been helping people and organizations learn more about effective leadership and inspiring service, where they intersect, and how they can be leveraged to create better workplaces, customers, and personal lives.
Neal is a leadership and service expert and shares his journey to finding his passion in leadership and service. He emphasizes the importance of serving multiple stakeholders in a business, including customers, employees, investors, suppliers, and the community. By focusing on service excellence and building trusting relationships with all stakeholders, companies can achieve overall success, not just financial success. Neal highlights the mutual benefits of these relationships, where everyone contributes and receives value. He discusses the significance of creating a service culture within an organization, where leaders prioritize serving others and employees support each other. Neal shares a powerful example of a company he worked for that had a remarkable culture of service, where leaders prioritized the well-being of their employees during tough times, showing genuine care and empathy. He encourages listeners to assess their company culture, prioritize service, and constantly work towards doing good for others. He emphasizes the impact of small acts of kindness and how they can contribute to making the world a better place. Lastly, he leaves listeners with a simple yet powerful message: "Go do some good" and encourages them to spread positivity and kindness in their interactions.
Timestamps:
7:37: Building Value in Business Relationships 7:55: Importance of Trust and Adding Value in Relationships 9:15: Essential Truths in Relationships with Stakeholders 14:03: Shifting Mindset from Self-Interest to Service 20:17: Auditing Business for Success Formula Application 23:59: Cultivating a Service Culture for Success Neal's Contact Information: Website: https://nealwoodson.net LinkedIn & Instagram: @NealWoodson Giving a $#!+ Book website: https://nealwoodson.net/gas/ Giving a $#!+ Book: Click for book link on Amazon Tacey's Contact Information:
Website: www.taceyatkinson.com
Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On today's episode of the Customers First Podcast, Trey Robinson sits down with your host, Tacey Atkinson, to discuss his experiences in the financial services industry. He emphasizes strategies and the importance of customer experience and acquisition. He highlights the significance of integrating customer experience into growth strategies, focusing on solving customer pain points and building trust. Trey also shares a case study where improving customer experience increased client retention and acquisition. Furthermore, Trey delves into the role of company culture in shaping customer experiences, emphasizing the connection between employee satisfaction and customer satisfaction. He shares insights on driving customer acquisition through clear and compliant content strategies in regulated industries. Trey's advice extends to all industries, stressing the importance of understanding customer pain points and creating consumable content to address their needs. Additionally, Trey underscores the value of mentorship in guiding career growth and learning from mistakes. He shares his passion for exploring the craft beer scene and trail running as hobbies. Looking to the future, Trey expresses excitement about leveraging emerging AI technology to enhance business marketing capabilities. The episode concludes with reflections on customer-centric cultures and the impact of personalized interactions on building strong customer relationships.
Timestamps:
3:14: Integrating Customer Experience into Growth Strategy 7:41: Customer Experience Leading to Growth 10:50: Importance of Company Culture 14:17: Driving Customer Acquisition in a Regulated Industry 19:37: Transferring Strategies to Any Industry Trey's Contact Information: Website: https://storyamplify.com LinkedIn: @trey-robinson Instagram: @storyamplify Tacey's Contact Information:
Website: www.taceyatkinson.com
Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
Jesse McCullough, the founder of Keystone Pharmacy Insights and a leadership coach, joins Tacey Atkinson on the Customer's First Podcast to explore the essence of effective leadership and its crucial role in shaping communities. Jesse's passion for developing leaders shines through as he emphasizes the significance of influence over titles in defining leadership. Distinguishing between leadership and management, Jesse underscores the driving force of change and growth that leaders embody, contrasting with managers who focus on maintaining the status quo.
Delving deeper into leadership, Jesse discusses leading in various directions within an organization - down, across, and up. He stresses the importance of exercising influence at all levels, including peer and supervisor interactions. Acknowledging the challenge of self-leadership, Jesse highlights the need for continuous personal growth and self-improvement as fundamental aspects of effective leadership development.
In an illuminating discussion, the spotlight shifts to directional leadership, emphasizing the distribution of effort across leading oneself, up, across, and down. Jesse recommends dedicating 50% of leadership to self-leading, followed by influencing superiors to simplify their tasks, thus benefiting the entire organizational structure. Anecdotes woven through the conversation underscore the value of persistence and respect in effectively communicating ideas upwards.
The episode concludes with a poignant message on continuously seeking ways to add value to others, even in seemingly small gestures, as this can significantly impact their lives. By enriching the lives of those around us, we cultivate a harmonious and empowered work environment. The conversation immerses listeners in the essence of adding value to leadership, advocating for a balanced approach across all levels of influence and fostering a culture of continuous personal and professional development.
Timestamps:
8:41: The Flow of Authority in Organizations 15:46: Starting with Self-Leadership 17:40: Focusing on Leading Up 19:18: Earning the Right to be Heard 24:25: Balancing Leading Across and Leading Down Jesse's Contact Information:
LinkedIn: jessewmccullough
Facebook Group: kpipharmacy
Tacey's Contact Information:
Website: www.taceyatkinson.com
Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
In this episode of the Customer's First Podcast, host Tacey Atkinson is joined by brand strategist and communications expert Amy Kehs. Amy shares her journey of starting her own communications business almost 25 years ago, working with various industries, and finally niching down to focus on museums, which she is passionate about. Together, they delve into the importance of brand identity beyond just visual assets, emphasizing the significance of brand messaging in attracting and retaining customers. Amy highlights the key components of a brand kit, including mission, vision, values, brand story, and critical messages, stressing the need for clarity, consistency, and confidence in messaging for authentic brand representation. They discuss the importance of internal messaging within organizations and the need for all departments to align with the brand guidelines. Amy emphasizes that a brand kit is a living, breathing document that must be revisited regularly to ensure consistency and relevance as the business evolves. The conversation shifts to the future of the museum industry, where Amy envisions a focus on storytelling and community engagement, moving beyond traditional artifact displays to immersive experiences and conversations. Amy's passion for helping museums succeed stems from her belief in preserving history and culture for future generations. The episode wraps up with insights on the power of words in branding, encouraging businesses to craft clear, consistent, and confident messaging to foster authentic connections with their audience. Amy's wisdom and practical advice serve as a guide for building strong brand foundations and creating impactful customer experiences.
Timestamps:
4:28: Back to the Basics 11:44: Crafting Authentic Brand Messaging 19:19: The Importance of a Brand Kit 27:33: Brand Messaging as a Time-Saver 28:47: Passion for Helping Museums 32:28: Future of Museums Amy’s Blog Post: Crafting a Compelling Brand Identity
Amy’s email list: https://bit.ly/AKfav100
Amy’s Contact Information:
Website: https://www.amykehs.com
LinkedIn: https://www.linkedin.com/in/amy-kehs-communications/
Tacey’s Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
By Request: Customers First Vault, Originally Aired, Oct 10th, 2023...Episode 123
Join Tacey and her Special Guest, Author, Speaker, Co-Founder & CEO of GreenPal, Bryan Clayton.
Today’s topic is “Are You Prioritizing the Customer?”
Bryan discusses how to get the right team in place & aligned with your goals while driving everyone toward making the customer the top priority. Every design your team makes, from hiring to termination, affects the customer.
Timestamp: 01:32: Bryan’s Story
Timestamp: 10:51: Aligning Your Team to Your Business Goals
Timestamp: 16:19: Customer at the Core
Timestamp: 22:15: Finding the Right People
Bryan’s Contact Information:
Website: https://www.yourgreenpal.com
LinkedIn: https://www.linkedin.com/in/bryan-clayton-a96b33214/
Instagram: https://www.instagram.com/bryanmclayton/
Tacey’s Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
By Request: Customers First Vault Episode 124
Join Tacey and her Special Guest, Chris Hood, author of "Customer Transformation" and digital strategist with over 35 years of experience in online development. He advises businesses on innovation, and has written the book: “Customer Transformation, A 7-Stage Strategy for Customer Alignment and Business Value.
Today's topic is “Happy Customers = Business Value.”
Chris discusses revolutionizing your business strategy to exceed customer expectations and achieve sustainable growth through empathy, innovation, and digital acceleration.
Timestamp: 01:41: Chris’s Story
Timestamp: 04:38: Culture
Timestamp: 11:30: Technology
Timestamp: 14:33: Business
Chris’s Contact Information:
Website: https://chrishood.com
LinkedIn:https://www.linkedin.com/in/chrishood/
Link to book: https://www.amazon.com/Customer-Transformation-strategy-customer-alignment/dp/B0CC7XVLRW
Link to free assessment: https://chrishood.com/Customer-Transformation-assessment/
Tacey's Contact Information: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember: Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Customers First Regular Keith Groshans. Keith is a Graphic Artist, Website and brand Builder, and Top Banana at Rocket Juiced Studios.
Today's Topic is Technology Throughout The Customer Experience.
Keith shares how technology surrounds the customer experience today, from pre-sale research to purchase and beyond; our homes, retail stores, art galleries, cars, websites, and more are evolving to include more and more technology and ways we can embrace it to enhance the bond between customer and brand.
Timestamp: 07:45: Web-based shopping vs brick & mortar
Timestamp: 18:16: Omnichannel vs Multichannel explained
Timestamp: 20:49: Website technology towards accessibility.
Link to the Rocket Juiced on Website Accessibility PDF: Rocket Juiced on Website Accessibility
Keith’s Contact Information:
Website: https://www.rocketjuiced.com
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
On this episode of the Customer's First Podcast, Laura Bowers, the CEO of The PMO Boss, shares insights into project management, leadership, and creating a positive work culture. Laura discusses how she stumbled upon project management and the importance of empathy in leadership. She highlights the significance of clear requirements and prioritization in achieving project success. Laura introduces her BOSS framework, emphasizing the importance of client collaboration for successful project implementation. The conversation delves into building strong team dynamics through team-building exercises and fostering a positive work culture. Laura encourages leaders to prioritize people and emphasizes the rewards of putting people first.
Timestamps:
4:21: Importance of Positive Culture in Project Success 9:21: Prioritization and Clear Requirements in Business Practices 14:55: Collaboration with Outside Consultants in the Outline Stage 17:37: Breathing Life Back into a Lifeless Team 27:51: Encouragement to Put People First in Leadership Laura's Contact Information: LinkedIn: @thepmoboss Tacey’s Contact Information:
Website: www.taceyatkinson.com
All of Tacey’s social media profiles are linked there and here:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customer's First Podcast, we are joined by Laurie Barkman, a Business Transition Sherpa. She shares her journey from CEO to expert in business transitions and acquisitions. Laurie emphasizes the importance of mindset in the transition process, noting that our mindset influences our actions and can impact the success of our business transitions. She discusses the concept of attachment and detachment for business owners, highlighting the need to detach from their businesses to enable successful transitions. Laurie also addresses the risks of dependency factors in businesses, such as owner dependence and lack of documentation, which can affect a business's salability. Furthermore, Laurie shares insights on financial planning for business owners looking to exit their businesses. She stresses the significance of knowing the value of one's business and creating a financial plan that incorporates personal and business financial aspects. She introduces the concept of the "value gap estimator" to help entrepreneurs assess their financial readiness for transition. Moreover, Laurie provides valuable advice on the seller reality check, emphasizing that buyers operate on their own timelines and that businesses should be ready for sale at any time. She also gives a glimpse into her course, Endgame Entrepreneurship, which guides entrepreneurs through the exit planning process and offers community support and group advisory to ensure a successful transition.
Timestamps:
04:29: Transition Planning and Succession 04:44: Importance of Mindset in Transition 08:22: Considerations for Transitioning Entrepreneurs 10:16: Detachment and Personal Planning 11:45: Impact of Attachment on Business Value 24:23: Endgame Entrepreneurship Course Introduction 24:55: Seller Reality Check and Timing Laurie’s Contact Information:
Website: https://thebusinesstransitionsherpa.com
Book: BusinessTransitionHandbook
Social Media Profiles: @lauriebarkman
Tacey’s Contact Information:
All of Tacey’s social media profiles are linked there and here:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
On this episode of the Customer's First Podcast, Tacey sits down with Jon Clemence, the creator and owner of Cedar Press Proofreading. Jon shared his transition from a corporate job to starting his own proofreading business. He emphasized the importance of proofreading and editing in enhancing the customer experience, highlighting how simple errors like spelling mistakes can deter potential customers.
Jon provided valuable tips for proofreading our own work, such as utilizing spell checkers and grammar tools wisely and creating an internal style guide for consistency. Furthermore, Jon discussed how proofreaders can elevate the quality of content by tightening prose, finding and fixing basic errors, and ensuring consistency in writing style.
Jon concluded by inviting viewers to visit his website for more insights and resources on improving online content. Overall, the episode provided valuable insights into proofreading and content editing, underscoring the impact of attention to detail on creating a positive customer experience.
Timestamps:
16:17: Proofreading Tips 19:30: Tightening Prose 20:39: Finding Basic Errors 22:33: Simple Things Like Number Consistency Jon's Contact Information: Website: cedarpressproofreading.com LinkedIn: @JonClemence Instagram: @cp_proofreading Tacey's Contact Information:
Website: www.taceyatkinson.com
All Social Media: @taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customer's First Podcast, we spoke with Shelly Niehaus, an expert in personal branding for service-based businesses. Shelly shared her journey from a professional commercial photographer to an online marketing coach, helping service providers improve their marketing strategies. She emphasized the importance of building a personal brand that shines online and outlined the three key elements of a personal brand: name, face, and how you make people feel. Shelly provided practical tips for developing a compelling personal brand, including connecting, inviting, and positioning yourself effectively. Furthermore, Shelly discussed the significance of maintaining consistent branding across all marketing channels, including websites and social media platforms. She highlighted the impact of conducting a brand audit to ensure that your online presence reflects your brand identity cohesively. Additionally, Shelly shared insights on writing a compelling About Me page, emphasizing the importance of sharing your story and connecting with your audience authentically. Shelly encouraged listeners to embrace their authentic selves and translate their real-life values into their online presence to create a strong personal brand.
Timestamps:
5:10: Building a Personal Brand Online 10:01: Steps to Develop a Compelling Personal Brand 14:07: Importance of Consistent Brand Messaging 17:43: The Vitality of About Me Pages 25:14: Conducting a Brand Audit Shelly's Contact Information: Website: https://coaching.shellyniehaus.com LinkedIn: Shelly Niehaus Instagram: @shellyniehaus Tacey's Contact Information:
Website: www.taceyatkinson.com
Social Media: @taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
Elona Lopari, a business catalyst and author, joins us on this episode of The Customer's First Podcast to discuss her journey and passion for helping businesses align purpose with profit. Elona shares her personal story of immigrating to the U.S. as a teenager, climbing the corporate ladder, and ultimately venturing into entrepreneurship due to a shift in company culture. She emphasizes the importance of following one's purpose and passion in driving decisions and success. The conversation deepens into Elona's book, "Visionary Purpose-Driven Leadership," which serves as a practical guide for leaders. It outlines the seven foundational pillars, each offering tangible strategies for success. These pillars include conscious leadership, creating a conscious culture, aligning purpose and profit, fostering innovation and creativity, strategic growth, adapting to the future of work, and leaving a lasting legacy. By aligning personal and organizational values, these pillars empower leaders to drive success. The discussion touches on talent management, building trust within teams, and effectively navigating change management. Elona emphasizes the significance of self-awareness, continuous improvement, and empathy in leadership and the impact of building a culture of trust on brand reputation. Timestamps:
4:25: Purpose-Driven Leadership Pillars 8:02: Aligning Purpose and Profit 10:27: Nurturing Talent and Culture 13:21: Influential Leadership 18:00:Navigating Change Management 21:15: Building Trust and Reputation Elona's Contact Info: Website: https://www.elonaloparicoaching.com Insta: @elonaloparicoaching LinkedIn: @elona-lopari Tacey's Contact Information:
Website: www.taceyatkinson.com
Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
Join us on this episode of the Customers First Podcast where host Tacey Atkinson welcomes leadership coach and Keystone Pharmacy Insights founder, Jesse McCullough, for a deep dive into the world of leadership and its profound impact on customer service and team dynamics. With a blend of personal anecdotes and actionable insights, Jesse shares his journey from pharmacist to leadership maestro, underscoring the importance of intentional leadership and the art and science behind it.
He emphasizes the importance of leadership in various aspects of life, from work to personal relationships. He discusses the forbidden phrase of leadership, emphasizing the shift from saying "Our people won't do this" to "I haven't led our people to do this yet." Jesse explains the directional leadership framework, focusing on leading oneself first, then leading up, across, and down. He shares a touching story of impacting his team, leading to their personal growth and how everyone deserves to be led well.
Jesse encourages listeners that they are capable of doing hard things and that hard things are what shape and develop us. Finally, Jesse expresses his passion for studying leadership principles and his goal of impacting a thousand pharmacists to become stronger leaders in the coming year. Tune in for an enlightening conversation that promises to transform your approach to leadership and customer-centricity.
Timestamps:
1:51: The Journey into Leadership Passion 5:33: Discovering Learnable Leadership Skills 10:10: Leadership: Art and Science Blend 17:58: The Forbidden Phrase of Leadership 23:23: Importance of Modeling Behaviors 34:24: Current Passion: Studying Leadership Jesse's Contact Information: LinkedIn: jessewmccullough Facebook Group: kpipharmacy Tacey's Contact Information:
Website: www.taceyatkinson.com
Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On this episode of the Customers First Podcast, we had a fascinating conversation with Sheena Russell, the founder and CEO of Made With Local. She shared her journey of creating a company focused on producing delicious and nourishing foods made from locally sourced ingredients. Sheena's childhood in a food-focused and environmentally conscious family set the foundation for her passion for creating impact through her business. Starting with selling snack bars at farmer's markets, Sheena's company has now grown to retailers across Canada and into the U.S. Sheena emphasized the importance of building a community around the brand and being transparent and vulnerable in storytelling to connect with customers. Made With Local is a B Corp Certified company that follows ethical and environmental practices in its operations. She discussed the significance of trust and transparency in building a successful brand. The conversation delved into the decision-making process of sunsetting products, the inspiration behind launching granola bar mixes, and the innovative approach of showcasing seasonal ingredients in their products. Sheena also shared the adventurous story of delivering their products to the Cannes Lions Festival in France after a series of unexpected challenges.
Timestamps:
6:02: Building a Community Brand 15:58: Tough Decisions and Sunsetting Products 22:53: Launching Granola Bar Mixes 27:25: Cannes Film Festival Adventure 33:40: Shaping Moments Sheena's Contact Information: Website:https://www.madewithlocal.com Social Media: @MadeWithLocal Tacey's Contact Information:
Website: www.taceyatkinson.com
Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
On today's episode of the Customer's First Podcast, we were joined by Dave Seaton, the CEO and principal consultant at Seaton CX. Dave shared his journey into customer experience management, highlighting his success in reducing churn and winning awards.
He discussed the importance of customer journey mapping and unveiled his proprietary Dharma method, which consists of five steps: Define, Analyze, Research, Map, and Act. We delved into the differences between journey mapping and process mapping, emphasizing the need for customer insights and aligning mapping projects with strategic goals. Dave stressed the significance of including customer personas, goals, actions, thoughts, emotions, and moments in journey maps to tell a compelling customer story. He also touched on additional elements like friction points, quantitative data, and opportunities for improvement. Moreover, Dave shared three common reasons for customer journey map failures: lack of customer insight, misalignment with strategic plans, and lack of actionable insights.
Timestamps:
11:52: Importance of Customer Insights 14:44: Elements of Journey Maps 20:15: Additional Considerations for Journey Maps 24:43: Reasons for Journey Map Failures Dave's Contact Information: Website: https://www.seatoncx.com LinkedIn: @daveseaton Tacey's Contact Information:
Website: www.taceyatkinson.com Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
In this episode, Tacey is joined by the Founder of Dignity Leadership Consulting & Author of "You're Doing It Wrong, Stop Managing & Start Leading," Rich Levene.
Rich discusses his journey from being a high producer to learning what true leadership is through his master's program. He emphasizes the importance of trust, hope, humility, and empathy in leadership and how building a culture of leadership within a business involves everyone, not just those in formal leadership roles. Tune in to hear more about Rich's rich insights and experiences in leadership and personal growth!
Timestamps:
3:17: The Importance of Doing It Right 5:56: Leader vs. Manager Distinction 6:36: Leading People, Managing Things 9:48: Collaboration vs. Cooperation 10:05: Fostering a Collaborative Culture 17:26: Addressing Authoritarian Leadership 19:07: Creating a Culture of Leadership
Rich's Contact Information:
Website: www.richardlevene.com
Instagram: @dignityleadership
LinkedIn: @richlevene
Link to Book: You're Doing It Wrong
Tacey's Contact Information:
Website and Social Media Links: www.taceyatkinson.com @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
In this episode, Kat Newport, an author, trainer and founder of Oculus, Inc., discusses her journey into conflict resolution and leadership evolution. She explains the importance of managing conflict and how it led her to write her book, "Smart Conflict." Kat emphasizes the significance of conflict resolution in maintaining positive relationships and fostering innovation within organizations. She delves into the connection between leadership skills, conflict resolution, and organizational growth potential, highlighting the need for training employees in conflict management. Kat shares common challenges people face in navigating conflicts and provides tips for proactive conflict prevention within and outside organizations. Kat introduces the SMART conflict resolution strategy into five key components: Situation, Measure, Agenda, Relationship, and Time and Place. She emphasizes the importance of understanding the situation, managing emotions, setting agendas, focusing on relationships, and choosing the right time and place for conflict resolution. Furthermore, Kat shares insights on handling conflicts at the moment when emotions are high, emphasizing the importance of addressing issues promptly to avoid escalation. She stresses the significance of empathetic leadership and creating a safe and inclusive work environment where emotions are acknowledged and valued.
Timestamps:
4:36: Conflict in Customer-Centric Perspective 6:05: Leadership Skills and Conflict Resolution 8:13: Common Challenges in Conflict Navigation 10:26: Strategy for Smart Conflict Solutions 16:14: Handling Conflict in the Moment 18:52: Importance of Empathetic Leadership Kat's Contact Information: Website: https://www.smartconflictbook.com LinkedIn: @kat-newport Instagram: @kat_newport Smart Conflict Book Link Tacey's Contact Information:
Website and Social Media Links: www.taceyatkinson.com
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
In this episode of the Customers First Podcast, Tacey Atkinson hosts Neal Woodson, a teacher, coach, author, and speaker dedicated to putting people first in business. Neal believes workplaces and customer spaces should focus on helping people succeed. With decades of experience in various industries, Neal has written over 500 blog posts and two books, including his latest release, Giving a $#!+: How A Willingness to Be Inconvenienced Can Transform Your Business, Work, and Life. In this book, he provides readers with a plan for making businesses more human.
Neal talks about the inspiration behind his book, "Giving a S#!+," which stemmed from a conversation on a golf course about the importance of caring for others in customer-facing roles and within the organization. He delves into compassion and how it impacts individuals and businesses. Neal cites research and examples to support his claim that businesses must embody a compassionate enterprise.
Neal emphasizes the significance of warmth and competence in human interactions and how businesses must effectively focus on both to build strong relationships with customers and colleagues. He also outlines strategies for instilling a service-first mindset within individuals and organizations. He highlights the importance of aligning to a service-focused message, leading by example, encouraging others, and infusing care into all delivery systems to create a culture centred on service and compassion.
Timestamps:
04:25: The Story Behind "Giving a Shit"
06:18: Impact of Noticing and Compassion
11:18: The Importance of Delivery and Interaction
16:25: Setting the Stage for Change
25:39: Turning It Around
Neal's Contact Information
Website: https://nealwoodson.net/
LinkedIn & Instagram: @nealwoodson
Link to Book: https://nealwoodson.net/gas/
Tacey's Contact Information:
Website and Social Media Links: www.taceyatkinson.com
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Episode 92 Revisited as The #1 Shared & Discussed of 2023 Join Tacey and her special guest, Author, Speaker and CEO of CX Journey Inc., Annette Franz, as they discuss "The Building Blocks of a Customer Experience Strategy."
Annette has nearly three decades of experience inspiring and elevating organizations and teams. Between Annette and Tacey, this episode brings you over seven decades of experience building teams and organizations to become customer-centric.
Annette defines what customer-centric and employee-centric mean and how employee experience ultimately drives the customer experience. She also explains how we go about building and strengthening that connection.
Annette covers some of the building blocks needed to build a customer experience strategy and how customer understanding is vital. She also shares three ways to achieve that customer understanding.
Annette is also giving us a free assessment organizations can take to assess how customer-centric they currently are. The link to that will be below.
Timestamps:
05:29: Defining Customer-Centric Culture
09:01: Customer Experience vs. Employee Experience
12:59: Building a Customer-Centric Organization: Foundational Elements
19:30: The Importance of Customer Understanding
22:10: Free Assessment for Assessing Customer-Centric Culture
Annette's Contact Information:
Website: https://annettefranz.com/
LinkedIn: https://www.linkedin.com/in/annette-franz/
Free Assessment: https://annettefranz.com/assessment/
Tacey's Contact Information:
Website and Social Media Links: www.taceyatkinson.com
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
On today's episode of the Customer's First Podcast, Tacey's guest is Pete Mohr, who shared his journey in entrepreneurship for over 30 years. Pete owns two footwear stores in Ontario (Shoetopia) and his Simplifying Entrepreneurship coaching business. He's implementing the tools and frameworks he speaks to within his own businesses—it's not just theory!
Pete emphasized the importance of having a well-defined promise, aligning processes to the promise, and empowering employees to make decisions based on the promise. He discussed the significance of effective communication, process management, and accountability in business growth. Pete also shared personal experiences, including using business structures to spend valuable time with his parents before they passed away. The conversation highlighted the need for continuous improvement in communication and processes in business to align with personal goals and create a better work-life balance.
Timestamps:
0:06:02 The Five Ps of Business 0:08:53 Differentiating Promise from Vision and Mission 0:13:08 Developing and Communicating the Promise 0:18:50 Importance of Communication in Business 0:22:51 The Three Keys to Freedom: CPA 0:26:18 Align It, Assign It Framework 0:28:14 Moving from Operator to Owner: 10 Laws
Pete's Contact Information:
Website: https://simplifyingentrepreneurship.com
LinkedIn: @petermohr
10 Laws for Moving from Operator to Owner
https://simplifyingentrepreneurship.com/laws/ The Assign It accountability worksheet https://simplifyingentrepreneurship.com/4as/ Tacey's Contact Information:
Website: https:www.taceyatkinson.com
All of Tacey's social media profiles are linked there and here:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
In this episode of the Customer's First Podcast, host Tacey Atkinson interviews Laurie Barkman, a business transition and acquisition expert. As a mergers and acquisitions advisor, Laurie provides a structured process for business owners to plan successful company transitions.
Laurie is the author of "The Business Transition Handbook: How to Avoid Succession Pitfalls and Create Valuable Exit Options." This book demystifies the often overwhelming exit process, guiding business owners to consider leaving their ventures or beginning to think about their next steps.
Laurie discusses the significance of succession planning and how it can positively impact stakeholders. Laurie highlights the need to plan for an exit in advance and stresses the importance of building value in a company through strategic planning and reducing owner dependencies. The conversation also delves into business owners' challenges in implementing succession plans, such as time constraints and the emotional aspects of letting go. Laurie explains how succession planning can add value to customer-centric companies by creating alignment, preparing for leadership transitions, and attracting potential buyers. She emphasizes the benefits of proactive planning and aligning with the company's vision for the future.
Timestamps:
0:11:14 The Importance of Exit Planning
0:20:05 Factors Affecting Business Value
0:33:50 Final Thoughts and Challenge
Laurie's Contact Information:
Website: https://thebusinesstransitionsherpa.com
Book: BusinessTransitionHandbook
Social Media Profiles: @lauriebarkman
Tacey's Contact Information:
Website: https:www.taceyatkinson.com
All of Tacey's social media profiles are linked there and here:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
Unlocking the Magic of Leadership with special guest Summer Jelinek Joining Tacey on the Customer's First Podcast is Summer Jelinek, a leadership expert and professional speaker who shares her journey and insights into effective leadership. She shares how her passion for leadership began on the playground, leading her to work at Walt Disney World and develop a program to help others find their unique leadership magic. Summer highlights the importance of understanding and managing oneself first as a leader, aligning with the organization's purpose, galvanizing employees, inspiring oneself and others, and controlling chaos.
She introduces her book, "Unlocking the Magic of Leadership: Five Keys to Inspire Yourself, Empower Others, and Drive Extraordinary Results," emphasizing the power of creating moments of magic in leadership.
Timestamps:
0:08:41 The MAGIC Program Overview
0:11:08 Manage Yourself First - Self-Management Importance
0:11:14 Align Your Purpose - Connecting Purpose with Team
0:12:43 Galvanize Your Employees - Shock into Action
0:16:47 Inspire Yourself and Others - Importance of Self-Inspiration
0:17:16 Control Your Chaos - Balancing Leadership Strengths
0:18:39 Unlocking the Magic of Leadership - Book Introduction
Summer's Contact Information:
Website: https://summerjelinek.com
The link to the book is here - https://a.co/d/hMIR1dO
The link to the free chapter is here - www.unlockingthemagicofleadership.com/myf
All social media platforms: @summerjelinek
Tacey's Contact Information:
Website: https:www.taceyatkinson.com
All social media platforms: @taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
Today joining Tacey in the Customer's First Boardroom is Jeanne Collins, an award-winning interior designer and author of "Two Feet In-Lessons from an All in Life," a book chronicling her journey to find inner peace and balance after being fired from her corporate job. Jeanne shares her experiences transitioning from a high-stress corporate job to pursuing her passion for interior design and writing. She emphasizes the importance of self-reflection, defining oneself beyond a job title, and prioritizing life-work balance. Jeanne also discusses the significance of trusting oneself, quieting negative inner dialogue, and leading by example to cultivate a positive organizational culture. Jeanne reveals that becoming a mother was a transformational experience that taught her how to emotionally connect with others, a skill she had to learn later in life and wants to help others learn.
Jeanne's plans include launching a lifestyle brand called the House of JerMar. It focuses on helping women and executives improve their lives through interior design, coaching, motivational speaking, and holistic wellness services. Jeanne's emphasis on inner peace, self-improvement, and pursuing passions resonates as she encourages personal growth and well-being in organizations.
Throughout the conversation, Jeanne emphasizes the importance of finding inner peace over seeking happiness since one's inner peace can sustain us despite life's ups and downs. She encourages leaders to prioritize self-improvement and continuous learning and foster a culture of well-being and personal growth in organizations. Jeanne's inspiring journey and insights highlight the transformative power of self-discovery, resilience, and pursuing one's passions to create a fulfilling and purpose-driven life. Her story showcases the power of resilience and self-discovery in creating a purpose-driven life.
Timestamps:
0:06:49 Importance of Trusting Ourselves
0:09:24 Managing Inner Dialogue
0:11:25 Recognizing Negative Self-Talk
0:13:33 Skills for Personal Growth
0:15:26 Achieving Work-Life Balance
Jeanne's Contact Information:
Websites:
(Book) Two Feet In
(Business) https://www.jermardesigns.com
Social Media:
Facebook Book: https://www.facebook.com/jeanne.collins.ct
Facebook Business: https://www.facebook.com/jermardesigns
Instagram Book: https://www.instagram.com/jeanne_collins_ct/
Instagram Business: https://www.instagram.com/jermar_designs
Tacey's Contact Information:
Website: https:www.taceyatkinson.com
All of Tacey's social media profiles are linked there and here:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
In this episode of the Customer's First Podcast, we were joined by Heather Penny, a leadership coach and author, to discuss her book "Grace Space: Creating Spaces We Want to Live and Lead In."
Heather shared her journey from teaching to coaching and the importance of navigating midlife opportunities with clarity, confidence, and courage. She introduced the seven practices from her book, such as responding vs. reacting, questioning vs. accusing, receptivity vs. defensiveness, and more, emphasizing the power of choice in creating a culture of trust, connection, and grace.
The conversation highlighted the significance of intentional relationships, and Heather encouraged listeners to embrace grace-based practices, emphasizing the commitment to continuous growth and positive change.
Timestamps:
0:04:40 The Concept of Grace Space
0:07:45 Exploring the Seven Principles
0:15:41 Receptivity vs. Defensiveness
0:21:12 Freedom vs. Control
0:23:36 Trust vs. Fear
Heather's Contact Information:
Website: www.heatherpenny.com
LinkedIn: https://www.linkedin.com/in/heather-penny-ph-d-61840414/
Instagram: @heatherpennyphd
Link to Book: Grace Space
Tacey's Contact Information:
Website: https:www.taceyatkinson.com
All of Tacey's social media profiles are linked there and here:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
Join Tacey and her special guest, Kyle McDowell; Kyle is an author, speaker, and leadership coach with nearly three decades of experience leading tens of thousands of employees at some of the biggest companies in the United States. Kyle is widely known for his aspiring and inspiring approaches to transforming bosses into leaders and reshaping corporate cultures.
In this episode of the Customer's First Podcast, our special guest, Kyle McDowell, author, speaker, and leadership coach, shares his journey in the corporate world and how he found himself leading purpose-driven organizations. Kyle discusses his realization that the corporate environments he helped create had become toxic and dysfunctional, which led him to step away and seek a different path. He talks about formulating ten principles that start with the word "we," which ultimately changed his life trajectory and significantly impacted many leaders.
Kyle then dives into his experiences leading onshore and offshore teams, particularly in the call center industry. He highlights the cultural differences between the US and outsourcing locations and emphasizes the importance of being relatable and trustworthy as a leader. He shares that achieving excellence regardless of where you're from or what language you speak doesn't matter as long as you care for your people and deliver excellent service.
The conversation then shifts to Kyle's core principles for his strategy. He emphasizes the importance of doing the right thing, leading by example, following through on commitments, and owning mistakes. Kyle believes mistakes are valuable learning opportunities and that lifting each other and supporting one another in the work environment is crucial.
Next, Kyle discusses the need to invest in the growth and development of employees, even if they see their current role as a stepping stone. He stresses the importance of understanding their motivations and supporting their journey to create a positive work environment.
The episode also touches on the significance of measuring outcomes rather than activity and the need to align actions with goals and objectives. Furthermore, the conversation delves into recognizing and rewarding efficiency and the value of challenging one another in a culture of excellence. Kyle believes that challenges present opportunities for improvement and that attention to detail separates organizations from their competition. Kyle highlights the fulfilling nature of this work and the need to work together and support one another to create a better world.
Timestamps:
0:09:57 Investing in Relationships for High Returns
0:13:37 Principle 1: Doing the Right Thing
0:19:16 Taking Action: Improving Employee and Customer Experiences
0:22:27 Supporting Each Other: Picking Each Other Up
0:27:03 Outcome-driven: Measuring Success by Results, not Activity
0:36:44 Obsessing Over Details: A False Sense of Focus
Kyle's Contact Information:
Website:https://www.kylemcdowellinc.com
LinkedIn, Instagram and TikTok: @kylemcdowellinc
Amazon link to book: Begin With WE: 10 Principles for Building and Sustaining a Culture of Excellence
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
Join Tacey and her special guest, Melanie Jones, an art curator, Disney enthusiast, and Owner of Chapter Three Art and Disney Festival of the Arts expert, as they discuss this week's topic: "Festivals Need to Be Emotion-Evoking Experiences."
In this episode of the Customer's First Podcast, Melanie shares her passion for art and her journey in forming Chapter Three Art. It all started with her collection of Beauty and the Beast memorabilia, which sparked her admiration for artists and their ability to evoke emotions through their work. Chapter Three Art became a platform for Melanie to introduce others to Disney and other types of art and share stories from fellow collectors. Through this endeavour, Melanie has formed strong relationships with artists and has become an integral part of their creative process.
The conversation then delves into the Festival of the Arts, which initially started as the Festival of the Masters and has now blossomed into a month-long event. This year, from January 12th to February 19th, 2024, the Festival offers various activities such as art exhibits, merchandise, food, meeting the artists, live painting, acrobatics, chalk art, drawing classes, and more. Melanie emphasizes the interactive exhibits, including a paint-by-number mural where participants can contribute, sketching classes with Disney artists, live painting performances, and 3D chalk art. They both highlight the need for ample time to experience the Festival fully, as there is so much to see and do.
Melanie shares her experiences at the Festival, emphasizing the importance of meeting and conversing with the artists. Viewing the art in person and learning about the artist's inspiration and techniques adds a deeper connection to the artwork. She highlights two artists Tacey is curious about: Michelle St. Laurent, a watercolour artist known for her attention to detail, and Michael Provenza, who utilizes points and filters light through his paintings. Melanie believes attending the Festival allows people to discover new art and artists they may have yet to discover otherwise.
Melanie further emphasizes the opportunity to meet new artists and purchase art at the Festival. The ongoing demand for art and the chance to reconnect with pieces from the past make it an exciting experience. They also discuss how the Festival's level of service and experience can translate into other industries, such as hospitality.
Melanie shares her dreams of opening Chapter Three Art Cafe, a gallery space offering more than just art. She envisions a relaxing environment where people can enjoy art while sipping coffee or wine, with possible open mic or poetry reading nights. Melanie aims to create an ongoing experience for art enthusiasts rather than a limited-time event like the Festival.
The conversation shifts to Melanie's experiences collecting Disney pins and attending pin events. She discusses her collection focused on Beauty and the Beast, which currently contains over 900 pins. Melanie expresses excitement for future adventures in the world of art and collecting.
Finally, Melanie shares her experiences living in Florida, close to the parks, and the opportunity to visit the Art of Disney at Disney Springs. She plans to interview and write about local and visiting artists throughout the year, further expanding her knowledge and connections in the art world. The episode concludes with a message to the listeners, encouraging them to attend the Festival of the Arts, even if they don't plan on purchasing art, as it offers a chance to learn something new and have a transformative experience.
Timestamps:
0:01:40 Melanie shares her passion for art and Beauty and the Beast
0:05:03 Chapter Three Art opens doors for Melanie in the art community
0:10:46 Interactive exhibits at the Festival of the Arts
0:12:34 Live Painting, Chalk Art, and Photography Opportunities
0:14:08 The Importance of Experiencing Art and Meeting the Artists
0:23:07 The Magic of the Festival of the Arts
0:27:34 Personal Insights: Spilling the Tea with Melanie
Melanie's Contact Information:
Instagram: @chapterthreeart
Facebook Group: Chapter Three Art
Email: Melanie@ChapterThreeArt
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
Join Tacey and her special guest, Anne Donovan, as we discuss this week's topic: Employee Experience Impact on Businesses. Ann shares her journey in the HR field and her passion for reducing turnover, explaining how reducing turnover improves morale, productivity, and customer satisfaction. Ann also discusses the costs associated with high turnover, including advertising job openings, interview and onboarding time, training expenses, and the potential loss of customers and reputation. The conversation then moves on to the issue of corporations choosing to let go of high-performing employees who expect a raise during annual reviews. This decision is often influenced by the perception that hiring someone new at an entry-level rate would be cheaper. However, the hosts highlight the hidden costs involved, such as training, development, team morale, and the impact on customer experience. The candidate journey is another important topic discussed, emphasizing the importance of creating attractive job postings, timely communication, efficient interviewing processes, enticing job offers, and welcoming onboarding experiences. The hosts stress the significance of providing closure and respectful communication to candidates, even if they are not moving forward in the hiring process, discussing the importance of employee experience and creating work environments where employees feel seen, heard, and valued.
They highlight the shift towards a more holistic approach, where employees can ask what they need to balance their personal and professional lives, emphasizing the need for trust, inclusivity, and a safe work environment. They also mention that culture is crucial for candidates seeking job opportunities, concluding this part of the conversation by emphasizing the importance of building a cohesive team through trust and effective communication and the benefits of creating a safe space where employees can freely express their thoughts and ideas without fear.
04:27 The importance of employee retention and its impact on businesses 06:05 Discussion on the costs of high turnover in businesses 06:42 The Costs of Turnover: Hard and Soft Costs 11:22 The Importance of Employee Retention and Training 14:30 Creating an enticing job offer and competitive benefits 16:42 The value of finding a mentor for new employees
Anne's Contact Information:
Website: https://donovanhrsolutions.com
Linkedin: https://www.linkedin.com/in/anne-donovan-sphr-shrm-scp/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
In this episode, Tacey Atkinson welcomes Nick Hutchison, the visionary force behind BookThinkers, to discuss the importance of reading and how it can serve our future selves. They begin by sharing their favourite books and experiences that have influenced their mindset and approach to life. Nick emphasizes the value of prioritizing reading and shares strategies for fitting it into our busy schedules. He suggests replacing low-impact activities like scrolling on social media or watching Netflix with just 15 minutes of reading each day. By doing so, we can read a book every month and benefit from the wisdom and knowledge contained within. Nick also highlights the power of delaying gratification and setting goals before reading a book, focusing on actionable steps rather than consuming information passively. He recommends note-taking to internalize and implement the lessons learned from books. The conversation also explores the benefits of reading for attention span, focus, and personal growth in a world dominated by instant gratification. Tacey and Nick discuss the importance of intention and goal-setting, sharing examples of how they apply these practices to their reading experiences. They touch on the significance of feedback and gratitude and the impact that content creators can have on others' lives.
Timestamps:
0:03:06 Nick's Journey: From Non-Reader to Book Enthusiast 0:06:27 Nick's Goal: Helping Readers Take Action on What They Read 0:09:51 Overcoming Challenges: Consistency in Implementing What You Learn 0:11:40 Swapping Scrolling for Reading: The Power of 15 Minutes 0:14:26 Serving Your Future Self: Delaying Gratification and Avoiding Regrets 0:19:01 Changing Practices: From Memorization to Action 0:22:14 Improving Customer Service and Taking Action
Nick's Contact Information:
Website: https://nickhutch.com
Instagram: @bookthinkers
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
Join Tacey and special guest, Customers First alum, PR Expert Amy Kehs as they discuss The Art of Authentic Messaging and Relationship Building through Experiences.
Amy is the owner of Kehs Communications and has had that business for 24 years. Amy got started at the Smithsonian and now helps many museums increase traffic by using authentic brand messaging and communication habits to create a lovable brand that leads to lifelong repeat visitors with Love My Museum.
We discuss how everything she teaches her museum clients is transferrable to ANY business.
Timestamps:
01:32: Amy's Story
09:21: Authentic Connections
21:11: Staying on Brand
24:09: 5 Tips to Optimize a Guest Visit
32:42: Spill the Tea
Amy's Blog Post: 5 Tips to Optimize a Guest Visit
Amy's email list: https://bit.ly/AKfav100
Amy's Contact Information:
Website: https://www.amykehs.com
LinkedIn: https://www.linkedin.com/in/amy-kehs-communications/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
Join Tacey and this week's special guest on the Customers First Podcast, Doug Thorpe, an accomplished executive coach and business advisor, for today's topic: "Building a Culture of Trust."
The episode is a must-listen for those interested in building a culture of trust in their organizations. Doug shares some incredible insights on how servant leadership can significantly impact organizations.
The conversation starts with creating an environment where questions are valued and answered. Doug also emphasizes the importance of communicating the purpose and vision of your team to establish trust.
He then talks about the five Cs of a trusted leader: commitment, connection, compassion, consistency, and competency. He explains how these five C's can help leaders build trust in their teams and create a culture of accountability. Doug shares some great stories and personal anecdotes to illustrate why compassion and understanding are essential in leadership. He also talks about how new leaders can overcome common mistakes and the importance of asking for help.
Towards the end of the podcast, Doug shares some fun personal anecdotes about his life and involvement in a business opportunity disrupting the business broker space. The episode concludes with a call to action for more leadership in the world, some ways to interact with the show, and the show notes with Doug's contact information and other related links.
This episode has incredible insights, stories, and tips to help you become a better leader. Remember to rate and review the podcast, and stay tuned for more awesome episodes.
Timestamp: 03:18: Doug's Story
Timestamp: 12:16: The 5 C's of a Trusted Leader
Timestamp: 37:38: Inspiring Leadership Tips
Timestamp: 41:00: Spill the Tea
Doug's Contact Information:
Website: https://dougthorpe.com
LinkedIn: @DougThorpe
Instagram: @dougthorpe_com
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
I'm thrilled to share with you our latest episode of the Customer's First Podcast, where we had the incredible opportunity to dive deep into the power of having an anchoring word to guide your year and why our Special Guest Angie Robinson, a certified life and leadership coach and Customers First Regular Contributor, and I both choose one. It can transform your life and your business. Angie shares her background in human resources and how she transitioned into starting her own business focused on leadership and life coaching. We express gratitude for Angie's impact on our own life and discuss the energy and excitement of the new year. We both discuss how we prefer living with intention rather than making New Year's resolutions. We discussed the concept of choosing a word of the year and expressed our interest in discussing Angie's process for selecting a word. Angie introduces a handout called "10 impactful coaching questions to help with self-reflection and goal-setting" on her website. (link below)
Angie emphasizes the importance of understanding the why behind our goals. We discuss the need to go deeper and ask multiple whys to determine our motivations and desires. She suggested asking ourselves what success looks like and what we wish was different in our current situation, as well as the importance of understanding the risks and obstacles that may arise and planning ahead for how to overcome them. She mentions the concept of commitment and recommends rating our commitment level on a scale of one to ten and then identifying what it would take to go from that rating to a ten, as well as the importance of not using this rating against ourselves and staying grounded in our goals and desires throughout the year despite any challenges or setbacks.
She shares that she started doing this about 12 years ago and highlights its power in helping us push through the year and facilitating transformation when we look back at the chosen words. We talk about the significant role emotions play in this process and how understanding the concept of creating desired feelings can shape our thoughts and actions, explaining that once we have established the end result, we can move on to choosing the word. We outline our process, which involves asking ourselves questions about what we want the next year to bring, what we want to celebrate, and what we need more or less of in our lives. She mentioned keeping a list of potential words on her phone and periodically evaluating them, sometimes seeking assistance from Google or AI models to narrow down the options. We describe it as an organic process that eventually leads us to the perfect word for the year. We even share Angie's word for 2024, which is "limitless," revealing that "limitless" represents her desire to let go of limiting beliefs and barriers that hold us back and her intention to make decisions in alignment with being limitless.
Angie discusses how, throughout the year, she uses prompts from a project called "One Little Word" to keep her word alive, explaining that she reflects on how the word shows up in her life and even takes pictures that reflect the word. She mentions holding a clipboard with examples of how the word is making a difference and using sticky notes or a vision board to keep the word visible and stay accountable and focused. We mention the importance of checking in with ourselves and having an accountability partner to keep on track.
We then shifted the conversation to a more personal note, to our "Spill the Tea" session, where we shared our experience working at McDonald's as our first management job and how it shaped who we are today. We talk about learning leadership and discovering our love for helping people. Angie describes her passion for Disney, photography, and scrapbooking, acknowledging that she has been too busy to scrapbook in recent years, but she still engages in digital scrapbooking and makes school books for her kids during school years. We discuss her future plans, including travelling to Italy and Germany and potentially working with the Disney Institute. She expresses her love for travel and shares her final thoughts for the new year, encouraging listeners to dream big and be intentional about their goals.
Timestamps:
0:03:10 Setting Goals and Reflecting on the New Year
0:10:35 Identifying Blind Spots and Overcoming Obstacles
0:12:03 Commitment: Scale of 1 to 10
0:14:41 Choosing a Word of the Year: The End Result and Emotions
0:20:27 Choosing a word for the year: limitless
0:23:54 Practices to stay accountable and focused on the word
Angie's Contact Information:
Website: www.angie-robinson.com
Instagram: @angierobinsoncoaching
LinkedIn: @angiekrobinson
Handout: https://www.angie-robinson.com/coaching-resources/#free-resources
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Until next time, Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!
Welcome back, Magic Makers, to the Customer's First Podcast. I'm Tacey Atkinson, your host and customer experience curator.
In this episode, we welcomed Natalie Doyle-Oldfield, holder of a Masters in Communication, entrepreneur, author, and a 2023 nominee for the RBC Canadian Women's Entrepreneur Award, to the boardroom.
Natalie shared her fascinating journey with us, detailing her transition from marketing roles in the IT industry to founding her company, Successory Trust. She highlighted the importance of customer research and her experience taking on sales responsibilities during the 2008 market crash. Natalie's curiosity about how customers decide to buy led her to pursue a master's degree and conduct extensive research on trust in business-to-business environments.
She introduced us to her proprietary framework for building, managing, and protecting trust based on science and evidence. Natalie's approach has been tested with a large sample size and has proven to increase referral rates, customer satisfaction, and loyalty.
We delved into the science of trust and ways to measure it through tools like the Client Trust Index, which provides companies with a quantifiable trust equity score. Natalie emphasized that trust is a learnable skill and shared how her training programs help individuals become trusted advisors by focusing on communication, behaviour, and service.
Natalie also discussed the business case for trust, noting that high trust within an organization leads to increased engagement, innovation, and retention. Externally, trust drives customer referrals and loyalty, with people willing to pay more for products and services from companies they trust.
We touched on the importance of building trust within the industry and community, and Natalie stressed that trust is built through consistent, reliable interactions. She shared a personal anecdote about the impact of a trusted barista on her coffee shop visits, illustrating the power of individual contributions to a company's trustworthiness.
In our "Spill the Tea" segment, Natalie revealed her love for magic shows, described herself as passionate, and shared that her family is what excites her most about life.
To wrap up, Natalie offered listeners a practical step to assess their team's trustworthiness with a downloadable checklist available on her website. She left us with the empowering message that every company has the potential to become the most trusted in their industry.
Thank you, Natalie, for joining us and sharing your expertise on trust. To our listeners, remember to check the show notes for links to Natalie's assessment, book, website, and LinkedIn profile. Remember to rate, review, and subscribe to the podcast for more customer-centric conversations.
Links * Trust Team Assessment * The Power of Trust Book * Natalie's LinkedIn: https://www.linkedin.com/in/nataliedoyleoldfield/
Tacey's Contact information: https://linktr.ee/taceyatkinson
Remember, Customer-Centric Cultures Create Magical Customer Experiences.
Now, Go Create the Magic.
In this episode of the Customers First Podcast, your host, Tacey Atkinson, welcomes Joel Klettke to the boardroom. Joel is the Founder of Case Study Buddy, a company that helps you share your customers success stories with the world.
Joel shares his background and how he ended up starting his own business. He explains that he initially worked as a freelancer focusing on content writing but later shifted his focus to conversion copywriting. He then talks about how he got into the case study business after being asked by a client to create customer success stories. Joel realized the opportunity to start a company specializing in case studies and testimonials for B2B companies. He started Case Study Buddy with his partner, Jen, and the business has been growing ever since.
Joel emphasizes the importance of customer success stories that are warm, collaborative, and customer-centered. We discuss building trust with clients, creating a program rather than a one-time story, and authentically sharing customer experiences. The key takeaways are aligning internal teams, crafting specific asks, and focusing on the customer as the hero. The goal is to create a customer-centric culture and turn clients into brand champions.
Timestamps: 0:02:23 Joel's journey to starting Case Study Buddy
0:10:45 Tailoring Stories for Different Audiences and Platforms
0:13:18 Building Trust with Clients and Tips for Leaders
0:18:30 Turning Customers into Brand Champions
0:20:13 Tell a Story that Highlights Customer as the Hero
0:23:01 Overcoming Legal Hoops to Use Customer Stories
Joel's Contact Information:
Website: https://casestudybuddy.com
Instagram: https://www.instagram.com/casestudybuddy/
LinkedIn: https://www.linkedin.com/in/joelklettke/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go: Spread the Magic!
In this episode of the Customers First Podcast, Tacey is joined by Eric Stone, founder of ClearPath Ventures and author of "Jumpstart Your Workplace Culture: A Roadmap for Igniting High Performance." We discuss the importance of aligning values and behaviors in workplace culture, debunking the myth that it's solely an HR function. We explore communication, measuring culture, and the role of "culture carriers." We touch on remote work challenges and the shifting workplace culture landscape.
Timestamps 0:00:14 Introducing the Customers First Podcast with Tacey Atkinson 0:02:06 Transitioning from Enterprise to Speaking and Consulting 0:04:14 Importance of Employee Engagement in Customer Interactions 0:08:01 The ABCs of Communication: Amplify, Buffer, Convey 0:10:21 Measuring Workplace Culture: Pulse Surveys and Six-Point Inspection 0:11:51 Measuring Success: Customer Experience and Employee Satisfaction 0:13:37 The Importance of Relationship Building and Consistent Behaviors 0:15:16 The Hourglass Approach: Gathering Information and Setting Priorities 0:17:36 Creating Culture Carriers within Organizations 0:21:26 Identifying Culture Carriers and Remote Work Challenges 0:27:19 Colorblind Dress Mishaps and Funny Stories 0:29:28 Family: The Most Exciting Part of Life 0:31:44 Building a High-Performance Culture and Accessibility
Eric stresses the significance of transparent communication of expectations and goals and comprehensive training and coaching programs in building a solid and productive workplace culture. He refutes the common misconception that workplace culture is a vague and ambiguous concept and points out that a workplace culture's foundation is employees' behaviours and actions, with no gap between the company values and the actions that follow. Stone's book, Jumpstart Your Workplace Culture, provides a step-by-step guide for organizations to create a culture that fosters high performance and productivity by implementing effective communication strategies while creating a sense of purpose and belonging among employees, and setting up a system of recognition and rewards to incentivize great work.
Employee engagement in customer interactions, though members' actions and behaviours shape a workplace's culture, and successful organizations demonstrate a seamless alignment between their stated values and actual behaviours. Building employee engagement is predicated on clear communication of expectations and objectives, comprehensive training and coaching, and regular recognition of effort and achievement. Engaged employees drive positive outcomes such as improved customer service, higher retention rates, increased profitability, and business expansion. All leaders must possess effective communication skills, including the ability to amplify, buffer, and convey messages. Measuring workplace culture can be achieved through various methods such as pulse surveys, engagement surveys, and a six-point inspection that encompasses employee engagement, customer experience, understanding of company values, and diversity, equity, and inclusion efforts. A strong focus on inclusivity is pivotal to building a diverse and thriving workforce.
To build a high-performance culture, Eric shared that it is essential to start with employee engagement and utilize visual methods, such as the hourglass approach, to gather information, set priorities, and reinforce consistent behaviours. The organization can create a roadmap for success while recognizing and rewarding the individuals who inspire and lead others. It's essential to develop culture carriers who become the region's voice and spread the message to scale the culture organization-wide. These individuals can help reinforce the company culture's values, beliefs, and behaviours. These culture carriers don't necessarily have to be in leadership positions, but they need to earn the respect of others by embodying the organization's values and always doing the right thing.
Eric's closes with encouraging listeners to check out his book and upcoming workbook and audiobook.
Eric's Contact Information:
Website: https://www.ericdstone.com/
Instagram: @clearpathventures_
LinkedIn: https://www.linkedin.com/in/eric-stone-clear-path/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go: Spread the Magic!
In this episode of the Customers First Podcast, Dr. Andy Neillie joins Tacey to discuss effective leadership qualities. We explore the distinction between managers and leaders, the importance of company culture, and the concept of servant leadership. Dr. Neillie shares his four Cs of good leadership: conviction, competence, character, and covenant. We emphasize the need for balance and building trust with the team. The episode ends with a reminder to create exceptional customer experiences and a free ebook offer on leadership communication skills.
Timestamps: 0:00:15 Introduction to the Customers First Podcast
0:02:43 Dr. Andy Neillie's doctorate on leadership and its challenges
0:04:11 The differences between a manager and a leader
0:06:07 The role of influence in leadership
0:09:24 The impact of leadership on company culture
0:11:25 The significance of servant leadership in effective leadership strategies.
0:13:59 Conviction: Thinking bigger, broader, and further for effective leadership
0:16:31 Character: Fair-mindedness and servant leadership
0:19:33 Balancing empathy and performance as a leader
0:22:00 Leading with a focus on success, not friendship
0:24:22 Making trust deposits consistently to build strong relationships
0:31:43 Closing Remarks and Thanking the Guest
In this episode of the Customers First Podcast, your host, Tacey Atkinson, welcomes Dr. Andy Neillie to the boardroom. Andy shares his journey of becoming a high-performing leader, starting with a negative experience with a boss early in his career. This experience drove his desire to understand what makes a great leader, leading him to pursue a doctorate in leadership, specifically exploring the connection between ethics, morality, and leadership.
Tacey emphasizes the distinction between managers and leaders, highlighting that leaders deeply understand how their actions and decisions impact customer experiences. While managers focus on tasks and goals, leaders take a more holistic approach by inspiring and guiding their teams. Tacey and Andy agree that leadership is not limited to certain organizational positions; anyone can influence and inspire others; it doesn't have to be someone in a leadership role.
The conversation then delves into the common confusion between leadership and management, with many people perceiving leadership as more glamorous and desirable. They then cover the mistaken belief that a large social media following equates to leadership and the importance of leadership in shaping company culture, emphasizing the need for leaders to embody core values and hold themselves and others accountable.
The concept of servant leadership, where leaders prioritize the development and success of their team, is explored. Andy presents his Four Cs of Good Leadership: Conviction, Competence, Character, and Covenant. Conviction involves looking beyond immediate responsibilities and considering the bigger picture, industry trends, and the future. Competence refers to executing tasks and making decisions during risk and uncertainty. Character is crucial, with fair-mindedness and servant leadership practices being essential. Lastly, covenant represents the balancing act between formal and personal relationships as leaders, finding the equilibrium between achieving results and showing empathy.
Andy emphasizes the need for balance in leadership and the importance of not prioritizing one aspect over the other, stressing the importance of leading the team to success rather than seeking friendship. Success should be shared and celebrated by the entire team and company. Building trust with the team is vital in effective leadership, which requires consistent effort over time.
The conversation concludes with Andy expressing his excitement for the future of his business over the next ten years, as they have developed a clear message and taxonomy of leadership that can help others improve. Andy emphasizes his belief that they are vessels responsible for carrying a message to the masses and that authenticity is valuable in delivering that message. The guest, Dr. Andy Neillie, expresses gratitude for being on the podcast and offers a free ebook on leadership communication skills, which covers the three crucial leadership conversations. Listeners are encouraged to visit leadershipmaterials.com for the ebook and to rate, review, and connect with the show on social media.
Andy's Contact Information:
Website: https://neillieleadershipgroup.com
LinkedIn: https://www.linkedin.com/in/andyneillie/
Vimeo: https://vimeo.com/user47764574
Free EBook: Three Imperative Leadership Conversations
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, author, podcaster and international speaker, Ben Baker, as they discuss today's topic: "Storytelling Must Start on the Inside of Your Company First."
Tacey and Ben discuss how communication at every level of the organization is critical for everyone to understand and positively impact your business goals. Your team needs to understand what the top of the mountain looks like, how they affect that result, and what is in it for them when you achieve it. From your hiring process to the customer experience, excellent communication is the key to every step toward obtaining that success.
Timestamps:
01:14: Ben's Story
03:28: Storytelling Starts on the Inside
09:54: How the Internal Storytelling Effects the Customer Experience
12:52: The Impact Ineffective Communication Has
15:53: The Importance of Good Communication in the Hiring Process
22:34: Don't Create a "Have and Have Not" Culture
27:08: Ben Spills the Tea
Ben’s Contact Information:
Website: yourbrandmarketing.com
Linkedin: linkedin.com/in/yourbrandmarketing
Link to Ben's free ebooks: https://yourbrandmarketing.com/ebooks/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and our special guest, Jeff Sieh. Jeff Sieh is an international speaker and visual marketing consultant specializing in Pinterest, Instagram, and video. He is also "Head Beard" at Manly Pinterest Tips, where he is the creator and host of The Manly Pinterest Tips Show. Jeff has worked with and produced visual content for various companies, including Guy Kawasaki, Social Media Examiner, Tailwind, and Kim Garst.
Today's topic, "Using AI to Enhance Your Employee and Customer Experience," allows us to discuss ways to use AI for multiple purposes to improve both your employee and customer experience and free yourself up to spend more time building those magical connections to grow your business and reputation.
Jeff has embraced multiple AI platforms, allowing us to incorporate them into our daily routine easily.
Timestamps:
00:37: Jeff's Story
05:19: Jeff's Current AI Favourites
12:57: Passing Fad?
21:39: AI-Powered Recommendation Tools
25:54: Jeff Spills the Tea
Jeff's Contact Information:
Website: https://jeffsieh.com
LinkedIn: https://www.linkedin.com/in/jeffsieh
Instagram: @jeffsieh
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her Special Guest, Mary Ellen Mansfield as they discuss the importance of knowing your financials to know and understand your business.
Mary Ellen has 25 years of bookkeeping and accounting experience, primarily in Higher and K-12 Education. Throughout those years she focused on serving her internal customers (professors, teachers, coaches) by demystifying financial information and taking the stress out of monitoring the department budget. She understands that not everyone is comfortable handling numbers and provides a no judgement approach to all conversations.
Four years ago Mary Ellen established her own bookkeeping business as a side hustle and has been nurturing that effort while still working full time. As she moves more fully into her Natural Accountant LLC, bookkeeping business, she brings that same non judgemental approach to her new, solopreneur clients.
Timestamps:
01:39: Mary Ellen's Story
08:42: Understanding Your Business' Numbers and Financial Health
15:57: Tips for Entrepreneuers to Stay on Track
17:45: Things to Avoid in Business
22:20: Mary Ellen Spills the Tea
Mary Ellen's Contact Information:
Website: www.bookswithmem.com
LinkedIn:https://www.linkedin.com/in/bookswithmem/
Instagram: @naturalaccountant
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her Special Guest: Founder of Radar Consulting and Author of Lean & Agile Mastery: Mastering the 5c's for Customer-Centric Success.
Today's Topic is: Lean & Agile: Getting Everyone on the Same Train. Gene walks us through the importance of smashing down those silos and having all teams get on the train toward the customer's ultimate satisfaction.
Timestamps:
01:17: Gene's Story
04:26: Lean & Agile Working Together
12:32: The 5c's
13:14: Customer Centricity
15:32: Collaboration
23:51: Continuous Improvement
Gene's Free EBook: Lean and AgileTransformation: https://leanagilemastery.com/
Gene's LinkedIn: linkedin.com/in/genelee0923
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her Special Guest, organic content marketing & SEO expert, Lauren Gaggioli. Today's topic is Using SEO to "feed Uncle Google" what he needs to drive business to your site.
Lauren shares insight to the importance of keywords and SEO to help everyone become more visible to the bots.
Timestamp:01:08: Lauren's Story
Timestamp: 08:48: The what and why of SEO
Timestamp: 14:05: Google wants to help you
Timestamp: 18:33: How to Keyword Research and Why
Lauren's Contact Information:
Website: https://laurengaggioli.com/
Instagram: https://www.instagram.com/laurengaggioli/
LinkedIn: https://www.linkedin.com/in/laurengaggioli/
AHREFS:https://ahrefs.com/keywords-explorer
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her Special Guest, Katie Brinkley, Owner & Social Media Strategist at Next Step Social Communications.
Today's topic is “Bringing the Social, Back to Social Media”
Katie discusses how social media can be an incredible tool to help find new leads, build community, grow sales, and bring the social back to their social media.
Timestamp: 01:38: Katie’s Story
Timestamp: 05:43: Common Mistakes
Timestamp: 11:43: Show up Differently on Each Platform
Timestamp: 16:29: Posting & Ghosting
Katie’s Contact Information:
Website: https://katiebrinkley.com
LinkedIn: https://www.linkedin.com/in/katiebrinkley/
Instagram: https://www.instagram.com/iamkatiebrinkley/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her Special Guest, Chris Hood, author of "Customer Transformation" and digital strategist, has over 35 years of experience in online development. He advises businesses on innovation, and has written the book: “Customer Transformation, A 7-Stage Strategy for Customer Alignment and Business Value.
Today's topic is “Happy Customers = Business Value”
Chris discusses revolutionizing your business strategy to exceed customer expectations and achieve sustainable growth, through the power of empathy, innovation, and digital acceleration.
Timestamp: 01:41: Chris’s Story
Timestamp: 04:38: Culture
Timestamp: 11:30: Technology
Timestamp: 14:33: Business
Chris’s Contact Information:
Website: https://chrishood.com
LinkedIn:https://www.linkedin.com/in/chrishood/
Link to book: https://www.amazon.com/Customer-Transformation-strategy-customer-alignment/dp/B0CC7XVLRW
Link to free assessment: https://chrishood.com/Customer-Transformation-assessment/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her Special Guest, Author, Speaker, Co-Founder & CEO of GreenPal, Bryan Clayton.
Today's topic is “Are You Prioritizing the Customer?”
Bryan discusses how to get the right team in place & aligned to your goals while driving everyone towards making the customer the top priority. From hiring to termination, every design made with your team, ultimately affects the customer.
Timestamp: 01:32: Bryan’s Story
Timestamp: 10:51: Aligning Your Team to Your Business Goals
Timestamp: 16:19: Customer at the Core
Timestamp: 22:15: Finding the Right People
Bryan’s Contact Information:
Website: https://www.yourgreenpal.com
LinkedIn: https://www.linkedin.com/in/bryan-clayton-a96b33214/
Instagram: https://www.instagram.com/bryanmclayton/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her Special Guest, 40 Year Executive Leadership, Entrepreneur and Author, Roy Osing.
Today's topic is “Be Different or Be Dead.”
Roy discusses the importance of breaking out of the “sameness” that business have excepted as the norm and standing out to be the ONLY ONE doing……(fill in the blank). We discuss practical ways to make that happen and touch on some of the points from Roy’s many books.
Timestamp: 01:22: Roy’s Story
Timestamp: 06:20: Be Different or Be Dead conception
Timestamp: 13:47: Audacious
Roy’s Contact Information:
Website: https://www.bedifferentorbedead.com
LinkedIn: https://www.linkedin.com/in/royosing/
Instagram:https://www.instagram.com/unheardofways/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Certified Practising Marketer, Author & Keynote Speaker, Braith Baskin.
Today's Topic: “Are People at The Core of All You Do”
Braith shares his strategy of Purpose: Intention: Connection, all with people at the core.
Timestamp: 01:10: Braith’s Story
Timestamp: 05:15: Purpose
Timestamp: 010:01: Intention
Timestamp: 15:05: Connection (OnGoing Relationships)
Link to SparkeTypes free assessment: https://sparketype.com/sparketest/
Braith’s Contact Information:
Website: https://braithbamkin.com
Instagram: @braithbamkin
LinkedIn: @braithbamkin
Free Chapter of Braith’s Book: https://braithbamkin.com/breatheeasybook
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Certified Life Coach & Talent Development Expert and Customers First Regular, Angie Robinson.
Today's Topic: “The Power of Good Communication”
Angie shares her expertise in developing stronger connections to your team through practicing good communication strategies.
Timestamp: 01:32: Angie’s Story for the new family members
Timestamp: 04:39: Communication is the Foundation
Timestamp: 08:29: 6 Core Communication Categories
Timestamp: 25:07: Know yourself First
Link to Angie PDF with the 6 Core Communication Categories
https://communication.angie-robinson.com
Angie’s Contact Information:
Website: www.angie-robinson.com
Instagram: @angierobinsoncoaching
LinkedIn: @angiekrobinson
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Business Efficiency Consultant and High-Performance Coach Carina Lawson.
Today's Topic: "Creating Epics Goals & Achieving Them"
Carina shares her expertise in process improvement and making your business more efficient.
Timestamp: 01:13: Carina's Story
Timestamp: 06:50: Strategies to improve efficiencies
Timestamp: 07:01: Cycle Time Reductions
Timestamp: 11:45: Customer Satisfaction
Link to the free printable Carina is gifting us: https://ponderlily.com/collections/printables
Carina's Contact Information:
Website:https://ponderlily.com
Instagram: @weareponderlily
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Founder & CEO of RecruitGyan: Neha Naik.
Today's Topic is Is Your Recruiting, Building or Killing Your Culture?
Neha shares strategies to make sure you are not only attracting but retaining top quality people every step of the recruiting process.
Timestamp: 01:17: Neha’s Story
Timestamp: 07:26: Even the Job Posting Matters
Timestamp: 10:19: Employees need to be Raving Fans
Timestamp: 13:19: Retention is the Key to Morale
Timestamp: 17:15: The Culture Killer
Neha’s Contact Information:
Website:https://recruitgyan.com
LinkedIn: https://www.linkedin.com/in/neha-dixit-naik/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Customers First Regular, Amy Kehs. Amy is Brand Strategist and Communications Expert for museums.
Today's Topic is In Search of Your Ideal Client.
Amy shares how an “ah-ha” moment for her, really turned her thoughts on the ideal client or customer on it’s head and since she has embraced the results have made her business flourish and it can help yours do the same.
Timestamp: 01:25: Amy’s Story
Timestamp: 08:16: Do What Lights Up Up
Timestamp: 12:26: Branding vs Messaging
Link to Amy’s Blog Post Detailing These Thoughts: https://www.amykehs.com/blog/in-search-of-your-ideal-customer
Amy’s Contact Information:
Website: https://www.amykehs.com
LinkedIn: https://www.linkedin.com/company/kehs-communications/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Customers First Regular, Keith Groshans. Keith is a Graphic Artist, Website & Brand Builder, and Top Banana at Rocket Juiced Studios.
Today's Topic is Technology Throughout The Customer Experience.
Keith shares how technology surrounds the customer experience today, from pre-sale research, to purchase and beyond, our homes, retail stores, art galleries, cars, websites and more are evolving to include more and more technology and ways we can embrace it to enhance the bond between customer and brand.
Timestamp: 07:45: Web-based shopping vs brick & mortar
Timestamp: 18:16: Omnichannel vs Multichannel explained
Timestamp: 20:49: Website technology towards accessibility.
Link to the Rocket Juiced on Website Accessibility PDF: Rocket Juiced on Website Accessibility
Keith’s Contact Information:
Website: https://www.rocketjuiced.com
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Peter Taylor. Peter is a father, Business Mentor, and Leader of The Awakened Man.
Today's Topic is Creating a High Performance Team.
Peter is passionate about human potential, strategic planning and creating high performance teams, so shares insights with us on these topics.
Timestamp: 01:09: Peter’s Story
Timestamp: 09:04: Cultivating Discipline
Timestamp: 12:30: Growing a Company with Integrity.
Link to the Time Recovery Calculator: https://www.petetaylor.co.uk/twitter
Just enter your email into the form and it will be sent to you.
Peter's Contact Information:
LinkedIn: https://www.linkedin.com/in/peterleontaylor/?originalSubdomain=uk
Instagram: https://www.instagram.com/pete_taylor/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her Special Guest, Serial Business Creator, Elite Business Coaching & Consulting Owner & Author: Joe Rockey JR.
Today's topic is “How to Create a World-Class Culture”
Joe discusses the importance of having a culture that empowers your team, compensates them according and allows for innovative new ideas.
Timestamp: 00:55: Joe’s Story
Timestamp: 06:57: Honest Evaluation of the Business
Timestamp: 17:56: Building a Culture that People would "Run through Fire" for.
Timestamp: 20:00: Joe Leads with 4 Core Values
Joe’s Contact Information:
Website: https://elitebusinessconversations.com/
Instagram: https://www.instagram.com/local.football.flavor/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest Educator, Administrator & TikTok Legend, Jared Lamb.
Today's Topic: “Putting Your Teams Needs First & Leading by Example”
Timestamp: 1:24: Mr Lamb’s Journey
Timestamp: 3:41: Birth of Principal with a Cart
Timestamp: 5:14: Visibility
Timestamp: 11:33: Relationship Building
Timestamp: 15:27: Leading with Respect
Timestamp: 19:48: Flexible to Change
Mr Lamb’s Contact Info:
TikTok: @principal_lamb
LinkedIn: https://www.linkedin.com/in/jared-lamb-186144228/
Instagram: https://www.instagram.com/principal_lamb/
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!
Join Tacey and her special guest Market Strategist & Operations Systems Specialist, Gisell Paula.
Today's Topic: “Making your Business Swoon Worthy”
Gisell walks us through some ways to make every experience swoon worthy through having the best systems in place.
Timestamp: 4:57: Acting on Your Why
Timestamp: 6:26: Scaling with Sacrifice
Timestamp: 10:18: Customer Journey Mapping
Timestamp: 14:29: Empowering Your Team
Gisell’s Contact Info:
Website: https://www.getscrategy.com/about
LinkedIn: https://www.linkedin.com/in/gisellpaula/
Link to Journey Mapping Template: https://www.getscrategy.com/customer-first-cx
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!
Join Tacey and her special guest Army Veteran, Founder of Leading for Effect & Dynamic Leadership Coach, Chris Dubois.
Today's Topic: “Lead to Success through Dynamic Leadership”
Chris walks us through some techniques to lead a team to success.
Timestamp: 4:27: Dynamic Leadership
Timestamp: 6:53: Leadership is Experiential
Timestamp: 10:03: 3 Common Leadership Mistakes
Timestamp: 19:15: Questions for Your Team
Chris’s Contact Info:
Website: https://www.leadingforeffect.com
LinkedIn: www.linkedin.com/in/christopherrdubois
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!
Join Tacey and her Special Guest, Business Book Author, Speaker, Podcaster & Entrepreneur, Mark Graban, .
Today's topic is “Cultivating a Culture of Learning from Mistakes”
Mark discusses the importance of having a culture that embraces learning from mistakes and removes the fear and punishment traditionally associated with mistakes. How it’s critical to foster, grow and nourish this type of culture on an ongoing basis.
Timestamp: 01:14: Mark’s Story
Timestamp: 06:28: Choose Improvement not Punishment
Timestamp: 15:01: Fostering the Environment
Timestamp: 18:20: Not One and Done
Timestamp: 22:19: Leadership that Embraces this Culture
Mark’s Contact Information:
Website: https://www.markgraban.com
Link to book: https://www.mistakesbook.com
LinkedIn: https://www.linkedin.com/in/mgraban/
Instagram: https://www.instagram.com/mgraban/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her Special Guest, Founder of Catalytics, Frank Mendoza.
Today's topic is “How AI and Data Analytics can Improve Your Company Culture”
Frank discusses all the ways AI can enhance the customer experience both internally and for your customers. AI isn’t anywhere near the stage to replace humans nor does Frank think it should. But he does offer ways for you to use to stay relevant and deliver a better experience.
Timestamp: 02:43: Differences between AI &Machine Learning
Timestamp: 09:26: Is your business ready for AI?
Timestamp: Challenges businesses face implementing AI
Frank’s Contact Information:
LinkedIn: https://www.linkedin.com/in/fxmendoza
Instagram: https://www.instagram.com/fx.mendoza
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest TV Host, Media Coach, Recording Artist & Best Selling Author,
Amy Scruggs. Today's Topic: "What If It All Goes Right?"
Amy discusses how shifts throughout life can keep you living your best life and how not to take NO as defeat.
Timestamp: 1:11: Amy's Story
Timestamp: 9:46: Turning Fails into Opportunities
Timestamp: 13:14: Power of Integrity
Timestamp: 14:34: Lights, Camera Action, the Why behind the book
Amy's Contact Info:
Website: https://www.amyscruggsmedia.com
Link to book: Lights, Camera, Action Book
Link to What If It All Goes Right: open Spotify
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!
Join Tacey and her special guest, Author, Trainer and Certified Speaking Professional, Barbara Khozam.
Today's topic is: "How Not To Deliver BAD Customer Experience"
Barbara shares many nuggets of wisdom how to deliver the best experiences for your team and your customers because we both believe the culture examples start on the inside, at the top of the organization.
Timestamp: 01:43: Barbara's Journey
Timestamp: 11:54: The Shift in Human Behaviour.
Timestamp: 18:26: Hiring the Wrong People Hurts a Company
Timestamp: 22:54: Complaints are a Gift, Embrace Them!
Barbara's Contact Information Website: https://barbarakhozam.com Social media links https://www.facebook.com/barbarakhozam
https://www.linkedin.com/in/barbarakhozam/
https://www.instagram.com/bnkhozam/
Free PDF - How to deal with difficult customers - https://6ome8ke8.pages.infusionsoft.net Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her Special Guest, Author of UpSolutions and Owner of Maranet Inc. Patti Mara.
Today's topic is "Building a Team of Superheroes"
Patti discusses the importance of understanding that your team are your brand ambassadors and how to turn them into your brand's superheroes. How to set your team up for success in the field of customer engagement through: Value Proposition Training, Clear Position Agreements, Team Communication and Regular Feedback.
Timestamp: 01:27: Patti's Journey
Timestamp: 11:41: Listening to Your Team
Timestamp: 14:51: 4 Pillars of Team Success
Link to blog post we discussed: How to make your team the hero blog post
Patti's Contact Information:
Website: www.pattimara.com
Social Media:
LinkedIn: https://www.linkedin.com/in/pattimara/
Instagram: https://www.instagram.com/patti.mara/
Tacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest: Dr. Jessica Kriegel as they discuss Transforming Workplace Cultures. Jessica is an Author, Keynote Speaker and Workplace Culture Transformation Expert.
Jessica's journey: Timestamp: 01:10
Jessica's definition of Culture: Timestamp: 06:34
Who is responsible for culture?: Timestamp: 12:04
Jessica discusses Purpose, strategy & culture. Feedback, recognition and storytelling. Tune in to see how all these things work together to create your culture.
Jessica's Spill the Tea session: Timestamp: 33:53
Jessica's Culture Transformation Guide and her book are found on her website: https://jessicakriegel.com
Jessica's contact information:
LinkedIn: https://www.linkedin.com/in/jessicakriegel/
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Singer, Songwriter, Music Teacher & Ambassador for Hydrocephalus Canada, Danny Lamb.
Today's topic is: "Music & Magic of Inclusivity in Business & Life."
Danny discusses how challenging it continues to be to find venues with total accessibility for all communities to enjoy his concerts. We also discuss how much money gets left out of the economy yearly because of accessibility issues. It is a staggering number.
We also discuss Danny's journey and what's in the future for Danny Lamb.
Danny also shares his newest release, "Unique 2 Yourself," which I consider my anthem for 2023. Please give it a listen and request it on your favourite radio station. (link below)
Danny's Contact info:
IG: @dannylambofficial
TikTok: @dannylambofficial
Website: www.dannylamb.com
Email: Management@dannylamb.com
As a gift...
Unique 2 Yourself
Spotify: https://open.spotify.com/track/6rq4shsw2VMrXfvg0SfxcM?si=75b293c472734e72
Itunes: https://music.apple.com/ca/album/unique-2-yourself-single/1670129651
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Author and Human Potential Developer, Terre Short.
Today's topic is: "How Word Choices Impact Customer Experience."
Terre shares with us the importance of making sure our personal podcast (voice in our head) chooses words wisely to ourselves so we can, in turn, choose wisely when interacting with our teams and customers.
Terre shares some examples of words that limit us and others that can uplift us. It would help if you read her book; many more examples there.
We also cover some examples of how leaders can use words to be sure to deliver clear messaging to their teams.
Terre's Website: https://www.shortgroup.net
Link to purchase the book: https://www.shortgroup.net/shop
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Author, Podcast Host and President/owner of PK Solutions Group, Patrick Kagen.
Today's topic is: "Standing Out From Your Competition."
Patrick shares his 8 Key Ingredients needed to differentiate yourself from your competitors to your customers.
- Develop and understand, in detail, the client's problems – often, the client thinks they know the problem, but what they know is the symptom of the situation they are experiencing.
- Understand the TOTAL VALUE of the solutions you bring the client – this happens not from knowing your product line in detail as much as it comes from knowing and understanding the client problems within the client operations and then knowing what the actual costs are that stem from that problem.
- Be CONFIDENT in stating the problem as you have discovered it, especially when the client has not, or does not see it – this is the core of differentiation – seeing what others do not see and confidently quantifying the cost of its continued existence.
- Be clear about the difference between the solution's price and the cost of not implementing the solution.
- Know your Ideal Client. Predetermine what your ideal client looks like and behaves like. Find that ideal client, and you will begin to sell from the buyer's perspective.
- Speak Value, NOT PRICE. Your client buys the value of what you offer, and the value to an intelligent buyer is NON-NEGOTIABLE.
- DEMONSTRATE YOUR DIFFERENTIATORS. Words can be deceiving, but actions are irrefutable.
- Once you have demonstrated your differentiators, then SPEAK TO THEM, AND WRAP THEM IN VALUE – nothing eliminates buyer remorse more than starting with the absolute correct solution to existing problems, but only you saw them. Feel free to point out that any answer other than yours allows the issues to continue and erode the customer's operations.
Differentiation is what the most intelligent buyers rely on. Differentiation is not a logo, slogan, or brand. But when you properly differentiate, you become the brand, the option the client has searched for, and you become a reliable resource while all others are simply making a pitch.
You can read the blog in full at: https://pksolutionsgroup.com/2022/11/what-sets-you-apart-from-the-competition-in-the-buyers-mind/
Retreat Patrick Mentioned: Before emailing him, ask yourself these questions:
If you answer YES to 2 of the four questions, then this leadership retreat/mastermind would be a good use of your time:
- Do you lead the leadership in your organization?
- Do you lead teams in your organization?
- Is revenue a significant factor considered in how you are evaluated at your organization?
- Do you operate in a highly competitive industry?
Email Patrick for more information: patrick@pksolutionsgroup.com
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her Special Guest Podcast Host of Purpose and Pixie Dust, Entrepreneur and Womens Business Coach, Lindsay Dollinger.
Lindsay shares her strategies to get 5 hours back into your week. From the right calendar format to prioritizing tasks and automating or outsourcing, we learn many ways to free us your time to live in your "Zone of Genius" as she calls it.
We learn the benefits of shutting off notifications in your emails and cell phone (I know, shocking idea!) and how "doubling up" tasks gets twice as much done in a day.
Lindsay is sharing her workbook with us so download and try these out for yourself: workbook link
Lindsay's Contact info:
website: https://www.lindsaydollinger.com
Instagram: https://www.lindsaydollinger.com
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Disney Expert, Author, Speaker, Podcaster & Host of WDWRadio, Lou Mongello.
Today's topic is: "Disney Magic Can Live In Your Business Too."
I could not think of another guest I wanted to celebrate our 100th episode more than Lou Mongello. Lou has tried for years to get me into podcasting, and finally, in 2021, I took the leap and haven't looked back. He has been a business mentor and close friend for nearly two decades. He speaks worldwide about the Disney experience, and today's show is a dive into what makes them the best.
Lou shares why he believes Disney's attention to detail, casting, and consistency across the brand lead to a customer experience that is the gold standard in the marketplace.
We discuss things from design choices to hitting all of our senses at once and the bookends of wow that start and end a transaction with and how we can all practice that in our businesses.
Lou has experienced Disney on multiple continents through many categories of experiences, and he knows each time what to expect because they deliver excellence across the brand.
Lou has built a reputation for being the go-to expert on all things Disney and is sought out for appearances as a guest on multiple types of media and keynote speaker around the globe. He hosts and produces his show, WDWRadio, which ranked in the top 1% of podcasts worldwide. He is also the founder of the Dream Team Project, which sends children with life-threatening illnesses to Disney World through the Make-A-Wish Foundation of America. Thanks to the incredible efforts and generosity of others, they have raised more than $550,000.00 to date.
Lou's Business Website: https://www.loumongello.com/
Lou's Disney Website: https://www.wdwradio.com/
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Speaker, Business Owner, Coach & Owner of Simplifying Entrepreneurship, Pete Mohr.
Today's topic is: "The Customer Must Be At The Core."
Pete discusses how your business has to keep the customer at the core of every decision. He shares his 5 Ps of business. Promise, Product, Process, People & Profits. He speaks about the difference between Promise, Mission and Vision and why we need clarity on all three, and he shares why he built a heart model to achieve that.
We also learn "The Wheel of Momentum," Clarity, Confidence, Competence, Cooperation, Capacity and Creativity and how they drive the forward motion of your business.
Pete gives us all the gift of a "One Page Planner."
download here: https://simplifyingentrepreneurship.com/planner/
Pete's Website: https://simplifyingentrepreneurship.com/
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Author and Creativity-Awareness Educator Michaell Magrutsche, as they discuss "How to Humanize Customer Experience Through Creativity."
Through years of research, Michaell shares how customer experience is a unique part of human growth. How micromanaging a team does not work, and the negative results of that type of leadership.
Michaell and Tacey talk about how the power is in the people, not the brand, and how that can increase morale and authenticity value with your customers and help your team gel harmoniously together. Business reflects through its leaders and teams, and Michaell explains his thoughts.
His passion project is sharing how art ties into the customer experience and how art enriches that.
Michaell shares a free questionnaire with us, "Why you are doing What you do," and the link to that pdf is below.
Michaell's Contact Information:
Website: http://www.selfawareart.com/
LinkedIn: https://www.linkedin.com/in/michaellart/
Free PDF: http://bit.ly/3GD1xHV
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer_Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guests, Partners at the personal branding firm, BrandFace, Tonya Eberhart & Michael Carr, as they discuss this week's topic of "People Don't Do Business With A Logo."
BrandFace's mantra is "People don't do business with a logo. They do business with a person." Tonya breaks down where that came from while Michael discusses the Attractor Factor.
Tonya explains the difference between personal branding and marketing, and no matter what business you are in, branding is something we all need to consider.
We discuss where most people go wrong with personal branding, the three categories of Personal Branding & the five questions we need to ask ourselves before we can consider marketing our business.
They give us all a gift of "The Ultimate Guide to a Freedom-Based Brand."
download here:https://www.brandfaceforexperts.com/guide
Tonya & Micheal's Website: https://brandfacestar.com
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Anthony Coppedge, as they discuss this week's topic of "Fail Often, Be Agile & Transform Culture."
Anthony shares the importance of Business Agility and OKRs to transform cultures. He explains the significance of trends and patterns to drive change forward. To keep us from getting stuck in where you've been and guide you towards creating a path forward.
With agile strategies, you mitigate risk and fail often but recover and adapt quickly. Learning from the small risks gets real insight from various outcomes rather than one significant idea. Innovation happens when people think differently.
Leadership is a culture where leaders create, facilitate and participate. Culture is not a saying you hang on the wall. It's changing the organization's state for the customer's benefit.
"Be more interested in how people are rather than what they can do for you."
Anthony's Contact Information:
LinkedIn: https://www.linkedin.com/in/anthonycoppedge/
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Coach, Speaker, Author and Alchemist for exponential personal growth and founder of "Your Ultimate Life," Kellan Fluckiger, as they discuss "Leadership with Authenticity, Compassion and Becoming Your Best Self."
Kellan discusses his varied careers and what has brought him to where he is now in following his divine path and sharing that gift with the world to help us all live our ultimate lives.
As leaders, we need to realize how the world of leadership has evolved and changed, and Kellan discusses the skills now required to be a compassionate, caring leader and how to be present for your team.
Kellan shares and breaks down areas of leadership we don't always focus on:
1: Modelling an inspiring vision
2: Magnetize a capable, willing team
3: Motivate required actions
4: Manage resources and diversity
5: Maintain a constant focus
6: Make it to the goal line together.
Kellan is also gifting us the free guide to the "Five Steps to Your Ultimate Life" Link here: https://www.kellanfluckiger.com.
Kellan's LinkedIn: https://www.linkedin.com/in/kellanfluckiger/
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Communication Coach & Owner of MasterTalk, Brenden Kumarasamy, as they discuss "How to Ask Powerful Questions to Focus on the Customer."
Brenden shares his journey & throughout that journey, he accidentally discovered the need for his current business, MasterTalk.
Brenden is leaving a legacy and will create a better world through his communication gifts that he is putting out for free on social media and his YouTube channel for future generations to learn and grow.
Some valuable questions Brenden shared for us to gift our teams and customers with:
1: If you had to change one part of the experience with our product/service, what would you change and why?
2: If I asked you to explain what I do and offer to someone else, what would you say?
Powerful indeed.
Brenden also shares some additional communication skills that we should train our teams to better interact with customers. He also shares tips to get everyone more comfortable "onstage" with customers.
Brenden's YouTube Channel: https://www.youtube.com/c/MasterTalks
LinkedIn: https://www.linkedin.com/in/brendenkumarasamy/
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Customer Satisfaction Leader and HR Professional Beverly Hathorn, as they discuss "Impacts of Poor Customer Experience on Business."
Beverly walks us through how she travelled through the customer service industry over her career, leading her to start her current company, where she helps other businesses hone their customer experience.
We discuss why customer experience is critical to a business on many levels. No matter the industry you're in, you will ultimately deal with internal or external customers. Beverly expands on the 5 Ways Bad Customer Experience Affects your Business: profits, reputation, employee engagement & retention.
We discuss some Customer Satisfaction Measurements & Metrics we use, such as Net Promoter Score & Customer Effort Score, how those are measured and what we use to measure areas of opportunity and success.
Lastly, we discuss the 5 Best Practices for Delivering Unparalleled Customer Service.
Beverly is gifting us a complimentary 60-minute consultation to discuss your pain points and some actions to overcome them.
Please get in touch with Beverly at (use CustomersFirstPodcast Listener in the subject line): beverly@customermeasures.com
Beverly's website: https://customermeasures.com/
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, Author, Speaker and CEO of CX Journey Inc., Annette Franz, as they discuss "The Building Blocks of a Customer Experience Strategy."
Annette has nearly three decades of experience inspiring and elevating organizations and teams. Between Annette and Tacey, this episode brings you over seven decades of experience building teams and organizations to become customer-centric.
Annette defines what customer-centric and employee-centric mean and how employee experience ultimately drives the customer experience. She also explains how we go about building and strengthening that connection.
Annette covers some of the building blocks needed to build a customer experience strategy and how customer understanding is vital. She also shares three ways to achieve that customer understanding.
Annette is also giving us a free assessment organizations can take to assess how customer-centric they currently are. The link to that will be below.
Annette's Contact Information:
website: https://annettefranz.com/
LinkedIn: https://www.linkedin.com/in/annette-franz/
Free Assessment: https://annettefranz.com/assessment/
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey on this Solo Episode
Grab a Cup of Tea, and Let's Catch Up!
It's been a few weeks since Tacey checked in; she catches you up on all the great conversations she's had since you last met.
Through this short episode recap, Tacey shares her thoughts on the recent conversations and people she has been fortunate to meet.
Grab your cup of tea and pull up a chair in the Boardroom with Tacey.
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
Join Tacey and her special guest, Founder & CEO of Lone Fir Creative, Tyler Pigott, as they discuss "Building a Company Culture that Puts the Customer First."
They delve into the importance of looking at the entire company culture to tune in and refine the customer experience. It all starts with taking care of your team and putting them in the best role for them and you to succeed. And when that magic happens, the customer wins as well.
Tyler loves to help people see around the corners, identify challenges and solve problems and he shares tips on how to do that.
Tyler explains how competing in Ironman races taught him a lot about running a business and that you need a clear vision to build a thriving culture.
Tyler is also gifting us a free E-Course called "Get out of Your Way" and a free Customer Journey Mapping Template. The links will be below.
Tyler's contact information:
website: https://www.lonefircreative.com/
Linkedin Profile: https://www.linkedin.com/in/tylerpigott/
eCourse: https://www.tylerpigott.com/get-out-of-your-own-way
Customer Journey Map: https://www.lonefircreative.com/customer-journey-template
Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
Join Tacey and her special guest, CEO of the Appreciation Advocate, Steve Buzogany, as they experience how not to poison your best customer relations through appreciation.
Steve believes in this concept so much he has built his business around helping companies show their customers the appreciation they all deserve.
Relationship building and truly getting to know your customer is at the heart of all he does and we all should do. Without that caring and genuine thirst for knowledge about your customer and all they do, how will you ever build brand loyalty?
It is the one way you can truly stand out to your customer and if you don't do it, someone else will.
Steve's contact info:
Website: AppreciationAdvocate.com
Steve's Free E-Book Set for you: https://appreciationadvocate.com/sales57965515
Tacey's Contact info: https://www.taceyatkinson.com
Join Tacey and her Special Guest Life-Long Entrepreneur Drake Scifers discuss their thoughts on Customer Experience being Everything!
Drake goes into how he discovered that they were many businesses that were not realizing that experience is the most valuable asset any company has but sadly is also the most under utilized.
He walks us through some real life scenarios he brought this practice to success and how you can use those types of tools for your own success.
From real estate to internet services, Drake tells how not only he set himself apart from the crowd but how he hopes to be of service to you.
Drakes contact info:
LinkedIn: https://www.linkedin.com/in/drakescifers/
Email: drake@contentgym.tv
Tacey's contact info is all : https://www.taceyatkinson.com
Join Tacey and special guest, Customers First alum, PR Expert Amy Kehs as they discuss the important of clear, concise and consistent messaging across the board.
They delve into the importance of regular messaging audits to be sure your words are consistent on all the platforms you interact with. The potential and existing customer will walk away if you confuse them with your words. Make them the hero of your story and how you are unique to help them.
Amy updates us on where her business is headed and how that has affected her messaging as well as, she discusses how she lead Customers First in the PR aspect of the brand refresh they just under went.
Amy shares tips to help you drive your message over the finish line to your customers along with a gift, a pdf: How to Create Authentic Messaging That Sells, which can be found here:
https://tinyurl.com/amykehs
Amy's website: https://www.amykehs.com
Tacey's contact information can all be found on her website: https://www.taceyatkinson.com
Thank you for tuning in and Tacey looks forward to sitting down to more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now go Spread the Magic!
Brand Relaunches, Refreshes and How It's More Than Your Logo.
With Special Guest: Top Banana at Rocket Juiced Studios, Keith Groshans
Tacey and Keith talk about what makes a brand choose to refresh or relaunch a brand. There is much more to consider than just the logos and colours, and they even discuss the recent refresh of Customers First, on which Keith was the creative director and graphic artist.
Customers First wasn't the only brand to refresh, and they discuss some brands that did it well and some that might have missed the mark.
Customers First has launched this new chapter of magic, and we take you along on how we got here.
Thank you for tuning in, and we look forward to us sitting down to have more valuable conversations together in the future.
Remember..... Customer-Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!
Keith's contact information: Website: http://www.rocketjuiced.com Free gift: Creating a Full Brand Anatomy: http://www.rocketjuiced.com/customersfirst
Tacey's contact information is found at www.taceyatkinson.com
The last couple of years have brought about some amazing changes for all of us. Customers First has as well.
“I recently relocated to the Halifax area to fulfill a promise I made to my late father. I promised that I would establish my business and give back to the community he loved,” said CEO and founder, Tacey Atkinson. “He has been the inspiration for Customer’s First. He instilled in me at an early age, how important customer relationships are to businesses and their communities.”
Join Tacey for this solo episode as she discusses exciting announcements regarding everything, Customers First.
The mission of Customer’s First is “Curating Customer-Centric Cultures to increase customer loyalty and decrease employee attrition.” It does this through its strategic planning, leader and team trainings, and speaking engagements. With over 35 years of management experience in customer service industries, Customer’s First CEO Tacey Atkinson has developed her fun and interactive training program, CAKE™, to boost engagement and create lasting brand loyalty. Tacey’s speaking engagements deliver fun, powerful presentations to company teams.
The brand is getting a new look everywhere; the podcast is getting a new format, and the new website also launches on January 22nd.
Tune in to Tacey explaining the changes and what's in store for the future of Customers First.
We hope you continue tuning in; the best is on the road ahead.
You can contact Tacey on social media; all platforms are @taceyatkinson or at the website www.taceyatkinson.com, where we hope you'll check out the new site on January 22nd.
Thanks for tuning in. Customers First: Today, Tomorrow, Always. Until next time.
Join Tacey and her Special Guest,
Facilitator & Certified Life Coach for Leaders, Angie Robinson.
Today's Topic: Creating Your Word Story.
Angie and I discuss how we utilize choosing a word to guide us for the upcoming year and how it can impact every decision we make. The joys of looking back on a word story to see how it shaped your growth and development. It is a practice I strongly believe in, and Angie teaches the process with such care that you will want to join us and create your word story.
Timestamp: [01:50] Angie's Story
Timestamp:[03:54] The Impact of this Practice
Timestamp: [06:01] 3 Questions to Start the Process
Timestamp:[14:49] Reflecting Back Monthly to Keep it Alive
Timestamp:[23:18] Angie's Speed Round
Enjoyed the show and want to connect with Tacey & Angie?
Angie's Website: https://www.angie-robinson.com
Link to Episode 46 of Angie's Podcast: https://www.angie-robinson.com/podcast/episode46
Tacey's Website: www.taceyatkinson.com (Jan. 22nd will be the relaunch of a new look & new site)
Tacey's social links: @taceyatkinson
Thanks for tuning in.
Customers First: Today, Tomorrow, Always.
Until next time.
Join Tacey and her Special Guest,
Author of Crushing the Competition with Service, Hank Ebeling.
Today's Topic: The Importance of Excellence in Customer Service.
There is so much competition out there today; the one thing that they can't replicate is how you make people feel when interacting with your brand. Good or bad, it's the thing that uniquely belongs to you, so make it the most magical experience you can use so that your guests keep returning for more. Today we discuss strategies to make that happen. Tune in for tips to create your magic.
Timestamp: [01:02] Hank's Story
Timestamp:[03:00] Biggest Advantage in Business
Timestamp: [07:57] Warm Bodies vs Engaged Employees
Timestamp:[10:54] The Gift of Complaints
Timestamp:[23:21] Hank's Speed Round
Enjoyed the show and want to contact Tacey or Hank?
Hank's social links: @hankebeling
Link to Hank's book: Crushing the Competition with Service: https://a.co/d/gjZoHpQ
Tacey's Website: www.taceyatkinson.com (Jan. 22nd will be the relaunch of a new look for social media & new website)
Tacey's social links: @taceyatkinson
Thanks for tuning in.
Customers First: Today, Tomorrow, Always.
Until next time.
Join Tacey and her Special Guest : Keith Lee.
Creator of the "Make You Happy" Management System
Today's Topic: Everyone's Primary Job IS Customer Service.
Timestamp: 00:50: Keith’s Story
Timestamp: 05:02: Why do most companies Struggle with Customer Service?
Timestamp: 21:09: Customer Satisfaction is Worthless…..
Timestamp: 35:25: Keith’s Speed Round
Keith’s Contact Info: (don’t forget to get the book, only pay shipping)
Website: https://makeyouhappycustomerservice.com/
LinkedIn: @keithlee-1
Tacey's Contact Info
@taceyatkinson (All social links the same)
website: www.taceyatkinson.com
Join Tacey and her Special Guest, Brittany Hodak: Author and Keynote Speaker
Today's Topic: Creating Super Fans.
Timestamp: 01:05: Brittany’s Story
Timestamp: 07:18: Why We Need Super Fans
Timestamp: 15:08: Experience Economy
Timestamp: 21:09: Brittany’s Speed Round
Brittany’s Contact Info:
Website: https://brittanyhodak.com
LinkedIn: @brittanyhodak
Tacey's Contact Info
@taceyatkinson
(All social links here): www.taceyatkinson.com
Join Tacey and her Special Guest Jason Barnard, "The Brand SERP Guy".
Today's Topic: Teaching Google Who We Are & What We Do.
Timestamp: 01:46: What is Search Optimization and how to best use it.
Timestamp: 05:13: The Evolution of Search Engines & The Improvements We Can Utilize
Timestamp: 08:14: Google Business Cards
Timestamp: Google Knowledge Panel
Timestamp: 24:35: Jason’s Speed Round
Jason’s Contact Info:
Website: https:jasonbarnard.com
LinkedIn: @jasonmbarnard
Tacey's Contact Info
@taceyatkinson
(All social links here): www.taceyatkinson.com
New Podcast Episode Dropped Today!
Join Tacey and her Special Guest: Author, Speaker & Public Speaking Coach: Peter George.
Today's Topic: Captivating & Transforming Others.
Timestamp: 01:01: Peter’s Journey
Timestamp: 5:33: Top 5 Secrets for Captivating Your Audience
Timestamp: 17:47: Practice like the Pros
Timestamp: 29:28: Peter’s Speed Round
Peter’s Contact Info:
Website: PeterGeorgePublicSpeaking.com
Instagram: @petergeorgepublicspeaking
Tacey's Contact Info
@taceyatkinson
(All social links here): www.taceyatkinson.com
Join Tacey and her Special Guest Crystal Steers, Founder of The Chasing Happiness Empire.
Today's Topic: Importance of Change & Evolution in Your Business.
Timestamp: 02:16: Crystal's Journey
Timestamp: 12:19: How the World Around us Changes or Should Change our Business
Timestamp: 22:03: Visually Changing your Brand Appearance
Timestamp: 25:05: Crystal's Speed Round
Crystal’s Contact Info:
Website: www.chasinghappiness.ca
Instagram: chasinghappiness.ca
Tacey's Contact Info (All social links here): www.taceyatkinson.com
Join Tacey and her special guest , Dominic Artzrouni, Founder & Director of Concave Brand Tracking.
Today's Topic: Product Placement and It's Effect on the Customer Experience.
Timestamp: 01:05: Dominic’s Story
Timestamp: 04:55: How Product Placement Works
Timestamp: 11:01: Brand Clearances
Timestamp: 28:13: Speed Round
Dominic’s Contact Info:
Website: https://concavebt.com
LinkedIn: @dartzrouni
YouTube: https://www.youtube.com/channel/UCKtaOz8e1gMzUxs3WKjcQpw
Tacey's Contact Info: www.taceyatkinson.com
Join Tacey and her special guest , Samantha Irwin: Owner of Kaizen Coaching & Consulting.
Today's Topic: Transforming Business Through the Power of People
Timestamp: 3:27: Building a Passionate Team
Timestamp: 13:32: Setting the Stage
Timestamp: 25:03: Serving vs Selling
Samantha’s Contact Info:Instagram: @samantha_kaizen
Power of People Course: https://kaizen.zone/power-of-people-course/
Tacey's Contact Info: www.taceyatkinson.com
Join Tacey and her special guest , Dave Tarnoff
Dave is an Associate Professor, Textbook Author and YouTube Guru.
Today's Topic: STEM Education and the Leaders of Tomorrow.
Timestamp: 13:50: AI & Customer Experience
Timestamp: 19:54: Getting young people interested in STEM
Timestamp: 26:25: Utilizing YouTube in teaching
Dave’s Contact Info:Instagram: @imationdesign
YouTube Channel: https://www.youtube.com/c/Intermation
Tacey's Contact Info: www.taceyatkinson.com
Tacey is joined by her special guest , Marty Strong. Marty is an entrepreneur, author, speaker and former Navy SEAL.
Today's Topic: Nimble Leadership + Strong Cultures
Timestamp: 07:28: Navy SEAL Leadership Mindset
Timestamp: 13:06: Leading through chaos, crisis & change.
Timestamp: 23:17: Marty’s Speed Round
Marty’s Contact Info:
Website: http://www.martystrongbenimble.com
LinkedIn: linkedin.com/in/marty-strong-9676bb13
Tacey's Contact Info: www.taceyatkinson.com
Join Tacey and her special guest , Rich Levene, Founder of Dignity Leadership & Consulting and with his degree in Leadership & Change Management has been driving changes in leadership practices for over 25 years. Today's Topic: Management vs Leadership
Timestamp: 01:08: Rich’s Story
Timestamp: 13:48: Intra VS Inter Personal Skills
Timestamp: 17:40: Rich’s Speed Round
Rich’s Contact Info:
Website https://www.dignity-leadership.com/
Instagram: https://www.instagram.com/dignityleadership/
TikTok: https://www.tiktok.com/@@dignityleadership
LinkedIn: https://www.linkedin.com/in/richlevene/
Link to Rich’s free e-book: https://www.dignity-leadership.com/free-e-book#ENwQht
Tacey's Contact Info: www.taceyatkinson.com
Join Tacey and her special guest , Dr. Aaron Ahuvia Ph.D. : Professor of Marketing and Research Psychologist & Author of Brand Love: The things we love & how our passions connect us and make us who we are, as they discuss why it’s important to your business.
Timestamp: 08:06: Brand Love Explained
Timestamp: 18:57: Brand Love Potion
Timestamp: 21:52: Relations Warmers
Dr, Ahuvai’s Contact Info: Website The Things We Love.com
Facebook https://www.facebook.com/aaron.ahuvia
Linkedin https://www.linkedin.com/in/aaronahuvia/
Tacey's Contact Info: www.taceyatkinson.com
Join Tacey and her special guest , Lynn Whitbeck: Founder and CEO of Petite2Queen as they discuss Customer Relationships & Repair.
Timestamp: 05:26: Emotional Repair
Timestamp: 08:46: 80/20 Rule
Timestamp: 30:40: Lynn’s Speed Round
Lynns Contact Info: Website https://petite2queen.com
Instagram http://www.instagram.com/petite2queen/
LinkedIn - Lynn Whitbeck: https://www.linkedin.com/in/lynnwhitbeck
Free Masterclass: https://petite2queen.com/grow/
Free Guide: How to Rapidly Improve Sustainable Sales Profits With 5 Proven Strategies: https://petite2queen.com/brighton/
Tacey's Contact Info: www.taceyatkinson.com
Join Tacey and her Special Guest Speaker and Author of Culture that Rocks! Jim Knight discussing How to have a Culture that Rocks!
Timestamp: 01:21: Jim’s Story
Timestamp: 11:24: Is your brand tattoo worthy?
Timestamp: 28:34: Avoiding Acceptable Mediocrity.
Jim’s Contact Info: website: www.knightspeaker.com
Jim’s new Book: Service That Rocks
Tacey's Contact Info: www.taceyatkinson.com
Join Tacey and her special guest Tony Chatman as they discuss How to Lead Teams Where Everyone Wins!
Timestamp: 04:39: What a Force Multiplier Does
Timestamp: 08:36: Healthy Workplaces
Timestamp: 24:57: Tony's Speed Round
Tony's Contact Info: website: www.tonychatman.com
Tony's Book: The Force Multiplier: How to Lead Teams Where Everyone Wins
Tacey's Contact Info: www.taceyatkinson.com
Join Tacey and her special guest Wade Thomas as they discuss this week's topic: Leading a Heart-Based Culture.
Timestamp: 07:23: Benefits of a Heart-Based culture to the business
Timestamp: 12:28: Putting this into Action.
Timestamp: 16:05: Wade's speedround.
Wade's Contact Info:
From the Heart - https://www.amazon.com/Heart-Achieve-Results-Approach-Works-ebook/
LInkedIn - www.linkedin.com/in/wadeathomas
IG https://www.instagram.com/_wade_thomas/
Tacey's Contact Info: www.taceyatkinson.com
Join Tacey and her special guest Terry Rich as they discuss this week's topic: Dare to Dream, Creating an Innovative Culture. Timestamp: 00:57: Terry's Story Timestamp: 04:41: Building an Innovative Environment Timestamp: 20:56: Everyone Gets to Contribute Timestamp: 24:14: Terry's Speedround Terry's contact information: https://terryspeaks.com Tacey's contact information: www.taceyatkinson.com
Join Tacey and her special guest Doug Noll: Topic: Calming Upset People in 90 seconds or Less : Skills We All Need.
Timestamp: 1:02: Doug's Story
Timestamp: 5:25: Science Behind the Practice
Timestamp: 10:20: Becoming More Emotionally Intelligent
Doug's Contact Information/Promo site for us:
https://dougnoll.co/customer-first
Tacey's Contact info: www.taceyatkinson.com
New Episode Dropped!
Join Tacey and her special guest Joseph Pine II as they discuss Customering: why there are no markets, only customers.
Timestamp: 01:04: Joe's Story
Timestamp: 09:19: Unique Value
Timestamp: 11:59: Economic Waste
Timestamp: 14:26: Production on Demand
Joe's contact information:
https://www.linkedin.com/in/joepine/ https://twitter.com/joepine You can find the paper Joe wrote on this subject at:
https://strategichorizons.com/wp-content/uploads/Customering-The-Next-Stage-in-the-Shift-to-Mass-Customization-MCDD-Pine.pdf
Tacey's contact info: www.taceyatkinson.com and on the episode site link above
Join Tacey and her special guest Dr. David Arrington as they discuss the keys to leading a remote team successfully.
Timestamp: 08:39: 7 Deadly Sins of Managing a Remote Team
Timestamp: 28:25: 6 Keys to Successfully Manage a Remote Team.
David's contact information: https://arringtoncoaching.com
You can find Leading meetings that don't suck, free training course under the training tab.
https://www.linkedin.com/in/dmackarrington/
Tacey's contact info: www.taceyatkinson.com and on the episode site link above
Join Tacey and Global Customer Experience Guru, Jason Bradshaw as they discuss the importance of creating an entire community of customer experience champions.
Timestamp: 8:38: We can't do it alone.
Timestamp: 13:16: The Disney Way
Timestamp: 19:55: In mistake, we can build loyalty
Jason's Contact Information: website: www.jasonsbradshaw.com
Tacey's contact info: www.taceyatkinson.com
Join Tacey this week for episode 62 (which is pretty cool I am doing solo when I was born in 1962, lol) I am answering listeners questions on my own this week.
Have questions you would like me to answer on air next time, email me at tacey@taceyatkinson.com or DM me on social media. All the links can be found at www.taceyatkinson.com
Join Tacey And Roy Worley as they discuss the importance of the end user experience in the world of voice-over acting.
Timestamp: 00:57: Roy's Story
Timestamp: 18:07: Storytelling and evoking emotions.
Timestamp: 22:32: Roy's Speed Round
Tacey's contact info all found on www.taceyatkinson.com (under construction but all links are there)
Roy's contact info: website: www.royworleyvo.com
LinkedIn https://www.linkedin.com/in/roy-worley-89774940/
Facebook https://www.facebook.com/RoyWorleyVoiceOvers
Join Tacey and her Special Guest Scott Edwards as they discuss how Scott led a chain of comedy clubs to success by putting the customer experience at the forefront.
Timestamps: 07:31: The customer ISN"T always right!
Timestamp: 10:05: Keeping both your internal and external customer happy
Timestamp: 17:20: Garry Shandling, Bob Saget and so many more....
Scott's contact information:
https://www.linkedin.com/in/sactotalent/ https://www.instagram.com/scottscomedystuff/ https://scottscomedystuff.com and the amazon link to Scott's book is on Amazon at: https://tinyurl.com/mr227xtx Tacey's contact info can be found on her site at www.taceyatkinson.com and on the episode site listed above
Join Tacey and her special guest: Podcaster, Author & Leadership Coach, Casey Wooley as they discuss "You're a Leader, Now What? A Guide to the First 100 Days!"
Timestamp:01:03: Casey's Story
Timestamp: 003:36: Difference between being a Manager & being a Leader
Timestamp: 05:19: 100 days of observation and listening
Timestamp: 13:33 "everyone swim together"
27:56: Avoid being the "Flavour of the Month"
Casey's contact information:
www.linkedin.com/in/caseywooley
www.sorcerernetwork.com
As always all of Tacey's contact info is at www.taceyatkinson.com and on the episode website listed above the recording.
Join Tacey and her guest: Jennifer Schoen from Keys to College as they discuss how she helps families and students navigate through the college application journey through trust.
Timestamp: 00:54: Keys to College Backstory
Timestamp: 04:28: Helping Students Tell Their Stories
Timestamp: 19:20: The College Application Roadmap
Jen's contact information: Instagram: @K2CJen
Website and webinar sign up page: keystocollege.org
Tacey's contact info: Instagram: @taceyatkinson and all other platforms on the episode website listed above
Join Tacey and Customers First Regular: Amy Kehs Owner of Kehs Communication as they discuss "Creating Authentic Messaging That Sells"
Timestamp: 12:34: Consistency
Timestamp: 19:41: Metric Tracking
Timestamp: 22:44: Declaring Your Expertise.
Amy's Contact Information:
Instagram: @kehscomm
Facebook: @kehscommunications
and email Amy to get her tip sheet discussed this week at amy@amykehs.com
Tacey's Contact info either on the episode website above or on Instagram @taceyatkinson
Join Tacey & Her Special Guest: Founder and CEO of Journey to Grateful : Tim Bigonia, as they discuss Customer Service, Compassion & Support during the Grief Process!
Timestamp: 01:01: Tim's Story
Timestamp: 23:18: Building relationships with Kindness & Compassion
Tim's Contact Information:
@journeytograteful (FB and Insta)
tim@journeytograteful.com (email) www.journeytograteful.com (website) Tacey's Contact information on episode website and at @tacey.atkinson on social media
Join Tacey and her special guest: author, publisher and speaker: Russell Nohelty as they discuss How to grow both your audience and your mailing list from scratch.
Timestamp: 01:47: Russell's story
Timestamp: 09:30: Value Ladders
Timestamp: 16:24: List Segmentation
Find Russell @russellnohelty on Twitter & Facebook
Link to Russell's free gift: https://tinyurl.com/4pkbn6s5
find Tacey @taceyatkinson on all the platforms
Join Tacey Atkinson from Customers First and her returning special guest Business Coach and Consultant Angie Robinson as they discuss how to cultivate deeper business relations with your team and customers through compassion and curiosity.
Timestamp: 02:42: Compassion & Curiosity as skills to build better relationships
Timestamp: 14:59: Compassion don't eliminate accountability
17:35: Angie's Speed Round
Angie's Contact Info: Instagram:@angierobinsoncoaching
Website: www.angie-robinson.com
Join Tacey and this weeks special guest: Brittnee Belt, Owner of My Magical Disney Shopper, as they discuss the importance of sharping your business and community around the customers wants and needs.
Timestamp: 00:059: Brittnee's Story
Timestamp: 07:47: Being Everyone Online Authentically
Timestamp: 11:31: Connecting with People
Timestamp: 21:42: Brittnee's Speed Round
Brittnee's Contact Information: https://bio.link/disneymagic
https://www.youtube.com/c/MyMagicalDisneyShopper/videos
Tacey's Social Media Links: https://customersfirst.libsyn.com
ReBroadcast: From July 20th 2021
Today we are discussing How Kindness and Authenticity Wins Sales with Meg Leoni Director of Sales at DressUp.
Timestamp: 1:30:00: Throwing Kindness like Confetti
Timestamp: 4:11: Zoning a Store for the Ultimate Customer Experience
Timestamp: 5:59: Commission can Kill the Magic
Timestamp: 9:47: Meg's Speed Round
Meg's Instagram: @minglewithmeg
Rebroadcast: from June 8th, 2021
Today we are discussing how Educated Risk Can Keep You Moving Forward with Erin King from InspirED Education.
Timestamp: 2:15 Differences between an Educated Risk & Calculated Risk
Timestamp: 7:12 Walt Disney: Educated Risk Taker
Timestamp: 9:12 Gallop Strengths Test and here's the link to take it
https://www.gallup.com/cliftonstrengths/en/home.aspx High 5 Test (free and similar to Gallup Strengths Finder) https://high5test.com/strengthsfinder-free/ Timestamp: Google Genius Hour, here's the link to more information
http://geniushour.com/what-is-genius-hour/ Timestamp: 10:07 Customers First Speed Round
Connect with Erin
Instagram: erinkinginspired
Twitter: EKingCohen
website: www.inspirededucation.info
Connect with the shows social accounts and Tacey on the podcast page just tap where it says Episode Website to be taken there
Rebroadcast: From June 1st 2021:
Today I'm joined by Lisa DiNoto Glassner of Core Memory Candles and the Castle Run. I've invited Lisa here to discuss the importance of the customer experience being built into every step of the customer journey. Lisa has built Core Memory Candles around the customer experience.
Lisa's Contact Information:
@corememorycandles on Instagram
@thecastlerunner On Instagram
Tacey's contact information on the episode website
Join Tacey as she welcomes Artist, Goldsmith, Author and Dreamatizer Delane as they discuss how to build a customer experience through their story.
Timestamp: 00:48: Delane's Journey
Timestamp: 10:56: Connecting on a Human Level
Timestamp: 21:11: Delane's Speed Round
Delane's Contact Information:
Website: delane.ca
Social handles IG: delanecooper Facebook: delanejewellery Clubhouse: delanecooper Tacey's Contact Information is on the episode website and @taceyatkinson on Instagram
Join Tacey and her Special Guest Samantha Irwin Owner of Kaizen Coaching and Consulting as they discuss, "Simplifying Customer Journey Mapping"
Journey mapping doesn't have to be difficult. Samantha breaks down easy ways to think about the journey and put the customer first.
Samanthas contact info:
Website: www.kaizen.zone LinkedIn: @samanthairwin
New Freebie from Samantha: https://tinyurl.com/5n94ctxc
All Tacey's contact info is on the episode website & Instagram is @taceyatkinson
Join Tacey and her Special Guest Samantha Irwin Owner of Kaizen Coaching and Consulting as they discuss
"Supporting your team from hiring onward"
Timestamp: 02:22: Three mistakes to avoid when hiring customer service staff
Timestamp: 18:45: How to support people after onboarding
Timestamp: 23:11: Samantha's Speed Round: 23:11
Samantha's Contact Information:
Website: www.kaizen.zone LinkedIn: @samanthairwin
Freebie from Samantha: https://view.flodesk.com/pages/6148f9a5bc3eea86ee42e75d
All Tacey's contact info is on the episode website Instagram is @taceyatkinson
Join Tacey and Special Guest Steve Anderson Owner of Third Eye Comics as we discuss: How they are superheroes in customer service.
Timestamp: 00:54: Steve's Story
Timestamp: 09:40: Risk is growth
Timestamp: 25:55: Upcoming Events
Steve's contact information:
thirdeyecomics.com https://linktr.ee/thirdeyecomics All Social Media: @thirdeyecomics Coupon Code: customersfirst for 20% off your first order
Join Tacey and her special guest Tammy Johnston from KSA Business as they discuss 8 Foundations Pieces to a Sustainable Business.
Timestamp:00:50: Tammy's Story
Timestamp:03:36: The 8 Foundational Pieces
Timestamp:29:17: You're Not Profitable If You're Not Paying Yourself!
Timestamp: Tammy's Speed Round
Tammy's Contact Info:
Instagram: @ksa.business LinkedIn: @thetammyjohnston
And Tammy's Free Gift: https://ksabusiness.ca/gift/
Tacey's Contact Info on the episode website or www.taceyatkinson.com
Join Tacey and her special guest Cari Brunton from Red Bucket Events as they discuss ways to engage and inspire your event guests.
Timestamp: 00:55: Cari's Story
Timestamp: 02:50: Foundations to a Great Event
Timestamp: 18:32: Technology Strides in the Event Space
Timestamp: 27:29: Car's Speed Round
Cari's Contact Info:
Website: http://www.redbucketevents.com/
Free Gift: http://redbucketevents.com/forecast
Social links
Facebook https://www.facebook.com/redbucketevents
Instagram https://www.instagram.com/redbucketevents/
LinkedIn (RBE) https://www.linkedin.com/company/19103626
All of Tacey's contact info is on the episode website listed above.
Join Tacey Atkinson from Customers First and her special guest Kathryn Roberts as they discuss different ways the customer journey effects the creative service provider.
Timestamp: 00:52: Kathryns' Journey
Timestamp: 04:58: How creatives can utilize the customer journey
Timestamp: 10:40: Short Attention Span VS Short Memory
Timestamp: 20:47: Kathryns' Speed Round
Taceys' Contact Info : Instagram: @taceyatkinson
Kathryns' Contact Information:
Instagram @kathryn.servicescoach
Website: www.questfor47.com
Kathryns' Free Gift: https://bit.ly/NurtureAccelerator
New Episode Dropped Today!
Join Tacey & Her Special Guest Author, Speaker & Consultant, Marlita Hill. Topic: Brand Clarity To Best Serve Your Ideal Customers.
Timestamp: 00:54: Marlita's Story
Timestamp: 11:53: How to use this information to best serve your customers
Timestamp: 16:27: You can't be all things to all people
Timestamp: 23:22: Marlita's Speedround
Marlita's Contact Information:
Instagram: thenichenailer
Free Course from Marlita: http://nailthatniche.com
Facebook: iammarlitahill
Tacey's Contact information is on the episode website
Join Tacey & Her Special Guest Stacy Sherman owner - DOING CX RIGHT! As they discuss The Importance of Customer Journey Mapping!
Timestamp: 00:53: Stacy's Story
Timestamp: 04:14: Customer Journey Mapping
Timestamp: 10:02: Best Practices
Timestamp: 21:39: Stacy's Speed Round
Stacy's Contact Information: LinkedIn: stacysherman
Instagram: @doingcxright
Website: https://doingcxright.com
Tacey's Contact Information is all on the episode website: https://customersfirst.libsyn.com
Join Tacey and Customers First Public Relations Guru, Amy Kehs owner of Kehs Communications and they discuss The What, Why and How of your brand voice.
Timestamp: 01:287: What is Brand Voice?
Timestamp: 06:04: Brand Voice vs Brand Tone
Timestamp: 11:39: Brand Voice Charting
Timestamp: 15:53: Content Audits to Match your Brand Voice
Timestamp: 21:48: Amy's Speed Round
Amy's Contact Info: Instagram: @kehscomm
Website: www.amykehs.com
Tacey's Contact Info: find all links on the episode site:
https://customersfirst.libsyn.com
Join Tacey and her special guest Paul Gowder from PowWows.com as they discuss building a business around a community's needs instead of the other way around.
Timestamp: 00:04: Pauls Story
Timestamp: 02:35: Building your business around the community
Timestamp: 13:04: Resources & Being The Topic Authority
Timestamp: 23:09: Paul's Speed Round
Paul's Contact Information:
www.powwows.com
www.paulgowder.com
https://www.facebook.com/powwowscom
and Paul's gift:
What to Expect at Your First Pow Wow Free Email Series
https://www.powwows.com/most-common-questions-for-first-timers/
Join Tacey and Her special guest, dental Hygienist Katie Laughlin. Katie describes how her practice is making visits fun through education and relationship building.
Timestamp: 00:55: Katie's Story
Timestamp: 05:22: Developing Trust
Timestamp: 15:09: Low Employee & Patient Turnover
Timestamp: 17:38: Katie's Speed Round
Katie's Contact Information: Instagram: @getawaysbyk.
Tacey's contact information is on the episode website listed above.
Join Tacey and her special guest author Kelly Hawkins as they discuss writing for the reader experience.
Timestamp: 00:58: Kelly's Story
Timestamp: 19:39: The customer service the author experiences
Timestamp: 30:08: Kelly's Speed Round
Kelly's Contact Information:
Instagram: @kmo_hawkins Facebook: www.facebook.com/kellyemhawkins Website: www.kellyehawkins.com Amazon Author Page: https://tinyurl.com/2p8uhtwd
Join Tacey and James Elliott owner of High Adventure Leadership as they discuss Leadership, Mentorship and how those affect Customer Service.
Timestamp: 00:53: James Story
Timestamp: 10:35: Defining Mentorship
Timestamp: 23:50: James Speed Round
James contact information:
Website: www.highadventureleadership.com LinkedIn: https://www.linkedin.com/in/james-elliott-5552b87/ Tacey's contact information is on the episode website, link above
Join Tacey and her special Guest Christine Morrison, Owner of Black Dog Day Care and they discuss the joys and challenges of running a doggie day care and how those can help you in many other areas of business.
Timestamp: 00:54: Christine's animal history
Timestamp: 06:40: USA spends $3.65 Billion per year
Timestamp: 10:56: Exercise, mental Stimulation & Socialization
Timestamp: 25:33: Christine's Speed Round
Christine's Contact Information:
Facebook, TicTok & Instagram: @BlackDog Petsitting LinkedIn: Christine Tildsley Morrison Nextdoor: BlackDog Petsitting Website: BlackDogDayCare.info Tacey's contact information on the podcast website, link above
Join Tacey and Kris as they discuss ways to put "magic" into your customer that Kris has learned through the World of Magic.
Timestamp: 01:03: What magic means to Kris
Timestamp: 07:55: Giving a 100% Money Back Guarantee
Timestamp: 23:15: Magic Trick for the Listeners
Kris's contact information:
Website: www.krissheppard.com
also: www.tradeshowtrafficmagic.com
Instagram: @krissheppard Twitter: @krissheppard
Tacey's contact info is on the episode website, click above
Join Tacey and her special guest Neal Woodson as they discuss why you can't have amazing customer service, if you don't have amazing leadership.
Timestamp: 00:56: Neal's Story
Timestamp: 04:17: Key Problems Facing Business
Timestamp: 11:51: 6 Simple Practices to Lead Better
Free PDF & eBook: https://nealwoodson.net/uc-resources/
Neal's Contact Info: website: www.nealwoodson.net
Instagram: @nealwoodson
Correction to recording: The book Neal references by Patrick Lencioni is Getting Naked, not Being Naked.
Join Tacey and her Special Guest Samantha Irwin from Kaizen Business Coaching as they discuss ways to empower your team to greatness.
Timestamp: 01:02: Samantha's Story
Timestamp: 14:50: The Power of the Frontline Team
Timestamp: 21:45: Connecting the Community
Timestamp: Samantha's Speed Round
Samantha's contact info:
LinkedIn: https://www.linkedin.com/in/samanthairwin/
Free PDF: www.kaizen.zone/businesshealthcheck
Tacey's Instagram: @tacey.atkinson
Join Tacey and Jon as they discuss how leadership is the ultimate test of customer service skills. Jon draws on his amazing experience in the Navy and beyond to give actionable tips to improve your leadership skills.
Timestamp: 00:34: Jon's Story
Timestamp: 10:24: Us vs Them Mentality
Timestamp: 19:29: Leaders Should Create Future Leaders
Timestamp: Jon's Speed Round
Jon's gift: free pdf link: https://jonsrennie.com/wp-content/uploads/2021/10/the-new-leader-guide.pdf
Contact Jon: Instagram: @jonrennie LinkedIn: Jon Rennie
Join Tacey And her Special Guest Julia Hickman as they discuss the importance of human touch points through your online course or webinars.
Timestamp: 02:29: How Julia started supporting online launches
Timestamp: 10:29: How to keep your social media human
Timestamp: 13:01: Building Your Credibility
Timestamp: 22:42: Julia's Speed Round
Julia's Website: www.juliahickman.com
Connect with Tacey on all the platforms, links on episode website
Join Tacey as she and Crystal from The Inside View discuss the importance of investing in your team and giving them the foundation to soar in your business.
Timestamp: 00:54: Crystal's Backstory
Timestamp: 06:17: Customer Journey Mapping
Timestamp: 11:57: Diversity, Equity & Inclusion
Timestamp: 21:42: Investing in Your People
Timestamp: 25:42: Crystal's Speed Round
Crystal's Contact Info: Instagram: @crstld
website: gettheinsideview
Tacey and Dave discuss how companies can improve their service strategies to better serve the blind & visually impaired community.
Timestamp: 00:54: Dave's Story
Timestamp: 04:31: Using Alternative Text with Images
Timestamp: 08:50: Stop, Look and Listen
Timestamp: 12:50: Dave's Speed Round
Dave's contact info:
website: Www.in-sightfulliving.com
Linkedin: www.linkedin.com/in/davebahr
link to Dave's book, Prave: The Adventures of the Blind and the Brittle on Amazon: https://amzn.to/2JAmdnG
Webaim: www.webaim.org
Join Tacey & Scott as they discuss how he increased engagement in his industry and how you can utilize some of those strategies for your business. Engagement goes beyond the sale and Scott shares strategies to make that happen.
Timestamp: 02:07: The Evolution of Customer Service
Timestamp: 05:18: Wood-Mizer for Life
Timestamp: 11:48: Customer Engagement, End to End
Timestamp: Scott's Speedround
Scott's Contact Info: @we_as_start_talking @whydowesaythat
website: www.weas.ca
Tacey's Contact Info on the Episode Website
Join Tacey and Rich as they discuss customer service strategies they learned in the hospitality industry and how to use them in any business to build an engaging customer experience.
Timestamp:07:27: ROI on Good Customer Service
Timestamp: 17:19: Disney Customer Service
Timestamp: 22:00: Top Tips for Delivering Better Customer Service
Timestamp: 29:17: Emotional Connections, the gold mine
Richard's Contact Info:
Email – Hello@Richardbegley.com
Website – www.richardbegley.com
LinkedIn - www.linkedin.com/in/wrichardbegley/
See the episode website page for all of Tacey's contact information
Join Tacey And Amy as they discuss the importance of giving all year long, not just the holidays. Tips and strategies for making it a successful partnership for both you are the organization.
Timestamp: 02:42: Amy's Ways of Giving Back
Timestamp: 05:05: Form a Real Partnership
Timestamp: 11:26: Think Outside The Box!
Timestamp: 18:46: Amy's Speed Round
Amy's Contact Info: Instagram: @ajkehs and
website: www.amykehs.com
Join Tacey as she discusses the importance of care and compassion in customer service with Steve Super, owner of Compassionate Credit Repair and how all industries need to rethink their customer service strategies.
Timestamp: 00:58: Steve's Story
Timestamp: 08:49: Credit Scores & The Fair Credit Reporting Act
Timestamp: 16:51: Top 5 Tips to Rebuild Your Credit
Timestamp: 40:38: Steve's Speed Round
Steve's Contact Information:
TollFree: 1-888-702-3426, Local Direct: 1-818-620-5317
LinkedIn: https://www.linkedin.com/company/compassionate-credit-repair/about/
Instagram: @compassionatecreditrepair
Tacey's contact information: all the links are on the episode website listed here
Join Tacey as the conversation continues about the cross country move that Customers First made and the customer service or lack there of, she experienced along the way.
Timestamp: 02:18: Customer Requests for a Manager
Timestamp: 03:06: Consistency Across Your Brand
Timestamp: Be Transparent & Build Trust
Timestamp: 15:00: Answer When Opportunity Knocks
Join Tacey, one on one, as she discusses the moving industry and what moving across the country has taught her about it. This is will be a 3 part series of short podcasts to discuss customer service or lack there of, in the moving industry and what we as consumers can do about it.
Be sure to follow the journey on Instagram @Tacey.Atkinson and please leave comments and tell us all about your moving experiences.
Join Tacey and Angie Robinson as they discuss how to assess and utilize personality types to improve team and customer relationships.
Timestamp: 00:57: Angie's Story
Timestamp: 01:57: Insights Discovery Personality Profile
Timestamp: 14:15 Angie's Speed Round
Timestamp: 17:49: Angie's Final Thoughts
Angie's Contact Info: Instagram:@angierobinsoncoaching
Website: www.angie-robinson.com
Insights Discovery:
Join Amy and Tacey as they continue to discuss the importance of effective business communication. This week they share Amy's 21 tips from her 21 years in business.
Timestamp: 02:11: Keys Messaging
Timestamp: 07:31: Surprise Your Clients
Timestamp: 20:34: Amy's Speed Round
Timestamp: 25:19: 21 Tips Final Thoughts
Amy's contact info: Instagram @kehscomm website: www.amykehs.com
https://www.amykehs.com/blog/21-tips-for-21-years
Join Tacey and Customers First Regular, Amy Kehs as they discuss best practices for all your business communications. From basic messaging to crisis communication, it all matters how we craft it. Amy has been in the communications business for 21 years and shares her experience with us.
Timestamp: 01:58: 5 Keys to Kind Business Communications
Timestamp: 13:16: Crisis Communication Planning
Timestamp: 22:25: Amy's Speedround
Timestamp: 26:05: special shoutout to @corememorycandles
Amy's contact info: Instagram @kehscomm website: www.amykehs.com
https://www.amykehs.com/blog/5-keys-to-communication
Join Tacey and Tammy Fink from WOWTammy.com as they discuss the importance of going that extra mile and giving your customers an experience that is meaningful and memorable.
Timestamp: 01:06: Tammy's Story
Timestamp: 03:57: Gestures to WOW your customers
Timestamp: 09:25: M&M's
Timestamp: 14:24: Tammy's Speedround
Tammy's Contact Info: website: www.wowtammy.com
email: Tammy@wowtammy.com
WOWFactor Quiz: www.wowfactorquiz.com
Tacey's contact info all on the episode website linked below
Join Tacey and Jesse McCullough from Keystone Pharmacy Insights discuss the multifaceted world of pharmacies and how leadership plays a key role in the customer service delivery.
Timestamp: 00:43: Jesse's Story
Timestamp: 07:47: Many roles of a Pharmacist
Timestamp: 13:12: Patients First Philosophy
Timestamp: 16:26: Building Trust
Timestamp: 18:47: Jesse's Speedround
Jesse's contact information:
Facebook Group: https://www.facebook.com/groups/kpipharmacy
LinkedIn: Jesse W McCullough
Twitter: @keystonexinsit
Tacey's contact links on episode website
Join Tacey and Armando as they discuss the importance of customer service and technology innovation in the Real Estate industry.
Timestamp: 00:57: Armando's Journey into Real Estate
Timestamp: 03:08: Customer Service in Real Estate
Timestamp: 20:15: Mastering True Connections
Timestamp: 23:17: Armando's Speedround
Contact Armando at arc@armandoraynal.com
All Tacey's contact info on the episode website listed below
Tacey's special guest this week Sarah from Ruby Red Beautiful discuss the importance of aligning with brands that share your belief system.
Timestamp: 01:38: Win This Space Contest that started it all.
Timestamp: 03:18: Importance of Brand Alignment
Timestamp: 06:51: Vetting Your Partnerships
Timestamp: 09:31: Upping your game because of the pandemic
Timestamp: 14:11: Sarah's Speedround
Sarah's contact info:
website: www.rubyredbeautiful.com
Instagram: rubyredbeautiful
All of Tacey's contact info will be on the Episode Website listed below
Join Tacey as she and Beci discuss how the travel advisor industry is built on amazing customer service. Hear Beci's story and how important choosing the right people to service her customers is to her and the customer experience.
Timestamp: 00:51: Beci's Story
Timestamp: 10:09: Customer Service Training for Travel Advisors
Timestamp: 24:50: Advice for First Time Travellers
Timestamp: 27:05: Beci's Speed Round
Beci's contact information:
www.mei-travel.com
Instagram: @becimahnken
Tacey's Contact information is on the episode website link below
Join Tacey and Callie Barlow from the Excellence Group in South Africa as they discuss the importance of "upping" the customer experience so they feel engaged and invested in your brand.
Timestamp: 01:56: Customer Service Excellence
Timestamp: 05:53: Importance of positive customer experience
Timstamp: 07:10: TEG Tours
Timestamp: 20:35: Callie's Speed Round
Callie's Contact Info:
@calliebarlow
@excellencegroupsa
www.excellencegroup.co.za
Tacey's Contact info on podcast page link above
Join Tacey and Cheryl Howlett from Smoke's Poutinerie St Catharines as they discuss the importance of giving back to the community and going beyond your menu to truly create an experience for the customer.
Timestamp: 00:45: Cheryl's Story
Timestamp: 06:33: 10,000 pounds of potatoes for good
Timestamp: 09:51: Supporting surrounding businesses
Timestamp: 14:20: Trust Building with your Team
Timestamp: Cheryl's Speedround
Cheryl's contact info:
Instagram: @smokespoutineriestcatharines
Join Tacey and Mark Bologna from Beyond Bourbon St Podcast and Crystal Steers from Chasing Happiness.ca as they discuss the challenges facing entrepreneurs when it comes to mental wellness. hear some tips so you don't feel so alone and strategies to help you, help others.
Timestamp: 01:01: Forbes Magazine stats
Timestamp: 02:49: Crystal's take on the mental health struggles we are all currently facing.
Timestamp: 09:26: You are more than what you do for a living.
Timestamp: 14:35: Mark's toolkit for coping
Timestamp: 19:09: Crystal discusses gratitude journals
Timestamp: 30:25: The Speed Round
Mark's Instagram: @beyondbourbonst
Website: www.beyondbourbonst.com
Crystal's Instagram: @chasinghappiness.ca
Website: www.chasinghappiness.ca
Join Tacey and Jason Canapp, CEO of Beacon Veterinary Specialists as they discuss Jasons vision for a more customer centric experience in emergency animal care. How involving the customer in every step of the process, no matter the business, can make all the difference in the world to your bottom line and reputation.
Timestamp: 03:41: Changing the Service Model in Veterinary Care
Timestamp: 13:26: Respect and Compassion during the most difficult situations.
Timestamp: 19:16: Change Management: Start Small to get buy-in.
Timestamp: 22:27: Jasons Speed Round
Jasons contact information:
https://www.facebook.com/beaconvet
https://beacon.vet
@jacanapp on Instagram
Join Tacey and her special guest Rory Atkinson from Visual Click Studios as they discuss How to simplify your online sales processes to increase sales.
Timestamp: 01:36: Defining simplifying your sales processes
Timestamp: 07:36: Urgency VS Scarcity
Timestamp: 18:42: Tips on capitalizing on email lists
Timestamp: 24:27: Rory's Speedround
Visual Clicks Website: https://visualclickstudio.com
Tacey's website: https://www.taceyatkinson.com
Today Tacey is joined by Karyn Ruiz of Lilliput Hats discussing her amazing 35 year journey as a small business owner and milliner to some household names and how offer the most amazing customer service has carried her through the years.
Timestamp: 00:45: Lilliput Hats Origin Story
Timestamp: 09:31: Biggest Personal and Professional Milestone
Timestamp: 11:20: Karyn's Speedround
Karyn's Instagram: @lilliputhats
Website: www.lilliputhats.com
Today we are discussing How Kindness and Authenticity Wins Sales with Meg Leoni Director of Sales at DressUp.
Timestamp: 1:30:00: Throwing Kindness like Confetti
Timestamp: 4:11: Zoning a Store for the Ultimate Customer Experience
Timestamp: 5:59: Commission can Kill the Magic
Timestamp: 9:47: Meg's Speed Round
Tacey is joined by special guest Fred Aebli from Get me Coding to discuss the user experience and how it pertains to our devices and how they are made.
Timestamp: 00:46: Fred's Back Story
Timestamp: 06:43: The Difference Between UI & UX
Timestamp: 16:54: Fred's Speed Round
Timestamp: 19:45: Fred's Final Thoughts
You can contact Fred at his website www.getmecoding.com On Instagram: @getmecoding and Facebook: groups/getmecoding
and the link to try some fun projects is: courses.getmecoding.com
My social media contacts and website are all on the episode page either click above
Tacey & Leslie discuss how to clearly, concisely and directly communicate with your customers. How plain language can help reduce customer complaints and improve brand engagement.
Timestamp: 4:46: What is plain Language?
Timestamp: 6:46: Writing a 5 star answer to a 1 star review.
Timestamp: 11:10: 12 Not so boring ways to start a customer service email.
Timestamp: 14:54: Speed Round
Leslie's contact info:
Instagram: @ewriteonline Website: www.ewriteonline.com
Tacey's social media links on the episode website, click below
Join Pete and Tacey as they discuss the art of using theatrical storytelling to enhance the customer experience.
Timestamp: 0:46: Pete's PSB Creative Story
Timestamp: 1:55: Theatrical story time and the traditions that got us here
Timestamp: 8:08: Finding that connection with the "audience"
Timestamp: 16:36: Pete's speed round
Pete's contact info: website: www.psbcreativearts.com or Instangram: @psbcreative
All of Tacey's contact information is on the podcast page by clicking Episode Website in the show notes.
Join Tacey and her Special Guest Amy Kehs as they discuss why Media Relations is important to your brand. Amy just celebrated her 20th year in the communications business and gives us great tips on how to put PR to work for us.
Timestamp: 00:43: Amy's Story
TimeStamp: 01:44: Difference Between PR & Media Relations
TimeStamp: 11:56: What is a Communications Kit
TimStamp: 15:38: Amy's Final Thoughts
Amy's Contact Information:
Instagram: ajkehs
Website: www.amykehs.com
Customers First social media links and website are all clickable on the podcast page
Join Tacey and special guest Mark Sephton as they discuss Delivering amazing customer service on the Clubhouse App. Mark hosts three clubs on Clubhouse and discusses best practices for audience engagement and satisfaction.
Timestamp: 5:29: Involving the audience through best practices
Timestamp: 8:11: Setting the tone as the host
Timestamp: 14:19: bringing together a diverse audience
Timestamp: 25:37: allowing everyone to feel valued as contributors
Marks Clubs on Clubhouse: The 1 Thing, Bread for the Head & Open Mic Leadership
On Clubhouse: sephtonmark
On Instagram: sephtonmark
On Twitter: SephtonMark
All of Customers First and Tacey's social media and website are linked on the podcast page.
Today we are discussing how Educated Risk Can Keep You Moving Forward with Erin King from InspirED Education.
Welcome back to the Customers First Podcast.
Timestamp: 2:15 Differences between an Educated Risk & Calculated Risk
Timestamp: 7:12 Walt Disney: Educated Risk Taker
Timestamp: 9:12 Gallop Strengths Test and here's the link to take it
https://www.gallup.com/cliftonstrengths/en/home.aspx High 5 Test (free and similar to Gallup Strengths Finder) https://high5test.com/strengthsfinder-free/ Timestamp: Google Genius Hour, here's the link to more information
http://geniushour.com/what-is-genius-hour/ Timestamp: 10:07 Customers First Speed Round
Connect with Erin
Instagram: erinkinginspired
Twitter: EKingCohen
website: www.inspirededucation.info
Connect with the shows social accounts and Tacey on the podcast page just tap where it says Episode Website to be taken there
Today we are discussing how your brand is more than your logo with Keith Groshans from Rocket Juiced Studios.
Welcome back to the Customers First Podcast. I'm your host Tacey Atkinson. Here, I intend to bring together people from all areas of business to discuss things like the importance of targeted customer service, brand perception and the customer journey.
Timestamp: 9:40: YouTube Series Keith references, here's the link: University Locker Rooms and Internal Branding lesson
Timestamp: 24:48 Customers First Speed Round
Timestamp: 28:19 Keith's Listener Gift (booklet) link here: Booklet Link
Connect with Keith at www.rocketjuiced.com
Connect with the shows social accounts and Tacey on the podcast page just tap where it says Episode Website to be taken there
Today I'm joined by Lisa DiNoto Glassner of Core Memory Candles and the Castle Run. I've invited Lisa here to discuss the importance of the customer experience being built into every step of the customer journey. Lisa has built Core Memory Candles around the customer experience.
I'm your host Tacey Atkinson, and this is the Customers First Podcast, a show that brings together people from different areas of business to discuss things like targeted customer service, brand perception and the customer journey.
Connect with the shows social accounts and Tacey on the podcast page just tap where it says Episode Website to be taken there
Connect with Lisa here: Core Memory Candles & The Castle Run
Today I am honoured to be joined by my business mentor, podcast guru and my good friend Mr. Lou Mongello from WDW Radio.
We talk about growing organically and showing up authentically for your community. How to welcome and foster people to feel safe, welcomed and engaged in your community.
I'm your host Tacey Atkinson and this is the first episode of the Customers First podcast, a show that brings together people from different areas of business to discuss things like customer service, brand perception and the customer journey.
Timestamp: 7:20: "caring at scale"
Timestamp: 10:30: Lou does the Customers First Speed Round.
Reach out to Lou at www.loumongello.com,
Instagram @loumongello
Facebook at the Clubhouse WDW Radio Clubhouse
You can connect with Tacey at:
@tacey.atkinson on Instagram
Customer First Facebook Page
@tacey on Clubhouse and our Customers First Club on Clubhouse
Tacey on LinkedIn
The Customers First Podcast.
A place to bring together people from all areas of business to discuss the importance of targeted customer service, brand perception and the customer journey.
Customer Service Excellence.
Customers First.
Today, Tomorrow, Always
Let's Connect:
See below for all the ways how........
LinkedIn: https://www.linkedin.com/in/taceyatkinson/
Instagram: https://www.instagram.com/tacey.atkinson/
Facebook: https://www.facebook.com/taceyatkinsoncustomersfirst
Clubhouse: https://joinclubhouse.com/club/customers-first