Science of CX: Recent Episodes
Stephen Pappas
CX Connoisseur, Steve Pappas, shares his insights on how to turn your customers into loyal brand ambassadors.
Known for his relentless pursuit of all things 'customer', Steve knows how to help your business and create experiences that customers respond to.
Listen to Steve's insights. Learn to grow and accelerate your business.
Learn more: www.scienceofcx.com
Craig Andrews is the founder and principal ally of allies4me, a marketing agency that specializes in creating effective customer engagement strategies.
After realizing that a traditional academic path was not his route to success, Craig embarked on a journey that led him to join the Marine Corps.
Following his military service, Craig delved into the world of marketing and engineering. He pursued a bachelor's and master's degree in electrical engineering, leading him to design cell phones and work with major mobile phone manufacturers. Despite achieving success in the engineering field, Craig felt a strong pull towards creative and entrepreneurial endeavors.
Craig's path eventually led him to found allies4me, a marketing agency that focuses on helping companies establish and nurture relationships with their customers.
Drawing from his background in psychology and his deep understanding of human behavior, Craig developed the concept of "first time offers." He realized that building trust and engagement with customers through low-risk, low-commitment offers could lead to stronger, more profitable relationships.
With a passion for solving problems and creating value for both businesses and customers, Craig Andrews has become a dedicated advocate for the power of first time offers. His innovative approach to customer engagement has helped numerous businesses transform strangers into loyal advocates, resulting in accelerated growth and increased customer loyalty.
Key Takeaways
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The Power of First Time Offers: The importance of leveraging first time offers to establish a strong foundation for building customer relationships. These offers, which provide significant value at a low cost, create a positive initial experience and encourage engagement.
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Shift from Selling to Serving: A fundamental shift from selling mode to serving mode is crucial when designing first time offers. Craig emphasizes that the primary focus should be on serving the customer and solving their problems rather than pushing for a sale.
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Balancing Value and Price: Crafting a first time offer requires finding the right balance between value and price. Craig recommends creating offers that deliver at least ten times the value of the price charged. This ensures that customers perceive the offer as an incredible deal and builds a sense of reciprocity and loyalty.
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Transitioning from Free Samples: Craig cautions against giving away free samples as a means of attracting customers. Instead, he suggests that businesses offer a low-cost, high-value first time offer. This small investment from the customer's side triggers psychological shifts that lead to increased engagement, accountability, and receptiveness to future offerings.
Key Timestamps
[00:39] Introduction of Craig Andrews and the concept of first time offers as a powerful tool in building customer relationships.
[07:53] Illustration of successful first time offers through examples like Columbia House Records and Bob Stupac's Vegas World promotion.
[12:43] Crafting a first time offer in the B2B environment, emphasizing solving a known problem with high-value and making it an impulse purchase.
[15:01] Addressing CFO concerns and the importance of allocating a portion of the customer lifetime value to customer acquisition.
[19:37] The psychological impact of making a purchase, even a low-cost one, on customer engagement, accountability, and mindset shift.
Quotes
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"Shift from selling to serving. Solve problems, build trust."
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"Remove risk. Make taking the first step easy. Price it low."
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"Solve known pains, not unknown problems. Be the solution."
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"When they buy, they engage. Real change starts with the purchase."
Connect with Craig
Website - https://allies4me.com/
LinkedIn - https://www.linkedin.com/in/craig-andrews/
Twitter - https://twitter.com/allies4me
Dan Zavortny is a visionary entrepreneur and the co-founder of NutriSense, a groundbreaking health and wellness company that is revolutionizing the way we approach preventive care and nutrition.
With a passion for bridging the gap between technology and healthcare, Dan has emerged as a leading figure in the industry, pioneering new pathways to better health through innovative solutions.
Dan's journey began in the dynamic world of healthcare strategy consulting, where he honed his skills in analyzing complex systems and identifying opportunities for positive change.
Recognizing the critical need for more specialized and personalized preventive care, he co-founded NutriSense with a mission to empower individuals to take control of their health through data-driven insights.
A vocal advocate for the role of dieticians in preventive healthcare, Dan highlights the significance of licensed dieticians who bring a deeper understanding of nutrition, having undergone rigorous education and training in the field.
Dan's impact extends beyond NutriSense, as he actively engages with fellow entrepreneurs, offering valuable advice and insights to help them navigate the challenges of starting and scaling a business.
His dedication to preventive care, innovative thinking, and commitment to driving positive change in healthcare make him a true trailblazer in the field. His vision and leadership continue to inspire others to embrace a proactive approach to their health and well-being.
Key Takeaways
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Specialized Preventive Care: Dan’s mission to bridge the gap between technology and healthcare, offering specialized preventive care through data-driven insights.
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Shifting Focus to Preventive Care: The vision for NutriSense centers around shifting the focus of healthcare from reactive cuts and prescriptions to proactive preventive care.
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Effective Marketing Strategies: When launching NutriSense, Dan's initial lack of technical and marketing expertise led him to explore different avenues, including leveraging Facebook community groups, collaborating with social media influencers, and participating in healthcare conferences.
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The Power of Small Habits: Dan recommends two simple yet impactful habits to improve health: refraining from eating or drinking within three hours of bedtime and incorporating short, regular walks after each meal.
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Entrepreneurial Insights and Collaboration: Dan's entrepreneurial journey is marked by resilience, innovation, and a willingness to share insights with fellow entrepreneurs. He emphasizes the importance of asking specific questions when seeking advice and building meaningful connections within the entrepreneurial community.
Key Timestamps
[00:02:30] Introduction of Dan Zavortny and NutriSense, a platform revolutionizing healthcare through specialized preventive care & data-driven insights.
[00:08:45] Discussion on the critical differentiation between dieticians and nutritionists, highlighting the specialized knowledge & expertise of licensed dieticians & their role in promoting preventive care.
[00:15:12] Exploration of NutriSense's innovative approach to healthcare, shifting focus from reactive medical interventions to proactive preventive care.
[00:21:57] Effective marketing strategies employed by NutriSense, including leveraging Facebook community groups, collaborating with social media influencers, & engaging in healthcare conferences to build trust and establish an online presence.
Quotes
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"Success is a journey, not a destination. It's about continuous improvement and learning from every step you take."
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"The Five Stones for Slain Giants—passion, excellence, vision, value, and confidence—are the foundation of a powerful slingshot for achieving sales success."
Connect with Dan
LinkedIn - https://www.linkedin.com/in/danzav/
Website - https://www.nutrisense.io/
Twitter - https://twitter.com/DZavorotny
Irina Poddubnaia is an esteemed expert in the field of post-sales processes and e-commerce.
With a passion for optimizing customer experiences, she has dedicated her career to helping businesses thrive in the competitive world of online retail.
As the founder of TrackMage, a leading customer experience platform, Irina has played a pivotal role in revolutionizing how businesses approach the crucial post-sales phase.
With a background in customer success, Irina understands the significance of customer lifetime value, particularly during challenging economic periods. Her insights and strategies have proven invaluable to businesses seeking to enhance customer satisfaction and retention in an ever-changing market landscape.
She emphasizes the importance of proactive communication, providing constant updates and creating a sense of anticipation to keep customers engaged.
As a visionary in the field, Irina also advocates embracing negative reviews as opportunities for improvement. She sees them as valuable gifts from customers, providing crucial insights for enhancing business operations and product quality.
Irina Poddubnaia's expertise and dedication have earned her the reputation of a trailblazer in the e-commerce industry.
Her passion for customer success and her commitment to optimizing post-sales experiences have propelled TrackMage to become a leader in customer experience technology.
Key Takeaways
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Timing is Crucial for Gathering Reviews: When customers receive their new purchase, that's the ideal time to request a review as the excitement is at its peak, leading to more positive and genuine feedback.
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Post-Sales Experience Drives Customer Lifetime Value: By focusing on providing exceptional post-purchase experiences, businesses can increase customer loyalty and lifetime value, leading to higher retention rates and sustained growth.
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Celebrate Customer Milestones: Whether it's a product launch, go-live moment, or a special occasion, businesses can make customers feel valued and appreciated through thoughtful gestures.
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Negative Reviews are Opportunities for Improvement: Constructive criticism offers valuable insights into areas that need improvement. Acknowledging and addressing negative feedback can lead to better products and enhanced customer satisfaction.
Key Timestamps
[00:05:42] Irina Poddubnaia introduces the concept of post-sales experience and its significance in driving customer lifetime value.
[00:15:20] The value of celebrating customer milestones, drawing examples from Build A Bear's approach to celebrating the "birth" of a new toy and suggesting ways businesses can celebrate their customers' special occasions.
[00:18:05] The power of utilizing reviews as marketing tools and how positive reviews shared by customers can attract more potential buyers.
[00:27:54] The challenges of tracking international orders and reviews and the significance of localization in expanding businesses globally, emphasizing that language barriers are becoming less of an obstacle with the advancements in AI translation technologies.
Quotes
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"Ask for reviews at the right time when customers receive the new product, it's much brighter and better than if you ask later." - Irina Poddubnaia
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"Negative reviews are a gift that helps you improve your business; always treat them as opportunities to fix what's broken." - Irina Poddubnaia
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"The language barrier won't exist in the future, and with track, we track everything, implementing solutions for every customer's unique needs." - Irina Poddubnaia
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"Balance modern approaches with timeless relationship-building techniques to connect with younger generations while closing deals." - Irina Poddubnaia
Connect with Irina
LinkedIn - https://www.linkedin.com/in/irina-poddubnaia/en?originalSubdomain=bg
Website - https://trackmage.com/
Twitter - https://twitter.com/ipoddubnaia?lang=en
Curt Tueffert is an accomplished sales and marketing expert with a wealth of experience spanning over 30 years. With a deep understanding of the intricacies of the sales process, Curt has made a significant impact in the field by helping businesses and sales teams achieve remarkable success.
As a professional speaker, consultant, and coach, Curt has honed his skills in building and maintaining strong client relationships. He believes in the power of trust, value, and rapport in driving successful sales interactions.
Throughout his career, Curt has embraced a human-centric approach to sales, recognizing that even in a technology-driven world, the personal touch and genuine connections are paramount for success. His dedication to helping others thrive in their sales careers has earned him admiration and respect in the industry.
In this insightful and engaging interview, Curt shares his profound understanding of the sales process and emphasizes the significance of trust, value, and rapport in successful business development.
He discusses the evolution of sales techniques, highlighting how technology has changed the game, enabling personalized and niche-oriented marketing strategies, but also emphasizing the timeless importance of human-centric interactions.
Key Takeaways
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Importance of Trust and Value: Curt emphasizes the critical role of trust and value in successful sales and business development.
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The Evolution of Sales Techniques: How sales techniques have evolved over the years, with advancements in technology enabling efficient communication channels like email and direct mail.
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The Five Stones for Slain Giants: Curt introduces his concept based on the David and Goliath story, comprising five essential elements for successful sales - passion, excellence, vision, value, and confidence.
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Balancing Old and New Approaches: The interview explores the idea of reconciling old-world ways of doing business with the preferences of younger generations
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The Power of Assumptive Close: The significance of the assumptive close during the sales process, allowing salespeople to transition prospects into customers smoothly.
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Focus on Lifetime Value: The significance of long-term relationships with customers, considering their lifetime value to the business.
Timestamps
[00:00:39] Introducing Curt Tueffert.
[00:04:25] Curt discusses the evolution of sales techniques and the impact of technology on modern business development, emphasizing the continued significance of human-centric interactions.
[00:11:16] Drawing from the David and Goliath story, Curt introduces the "Five Stones for Slain Giants" concept, comprising passion, excellence, vision, value, and confidence as essential elements for successful sales.
[00:14:50] The balance between traditional and modern sales approaches, recognizing the importance of adapting to the preferences of younger generations while maintaining timeless relationship-building techniques.
[00:22:35] The interview delves into the power of the assumptive close; discussing different approaches to the technique and its effectiveness in smoothly transitioning prospects into long-term customers.
Quotes
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"Do the right thing next and the next thing right. When you're in sales, what is that right thing? Is it leaving the voicemail, generating an email, googling the person, or going into LinkedIn? Do the right thing next and then do the next thing right."
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"I believe people still want to be treated as people, even though they may have an electronic device between them and they're multitasking."
Connect with Curt
LinkedIn - https://www.linkedin.com/in/curttueffert/
Website - https://peaksalesstrategy.com/
Amazon - https://www.amazon.com/Stones-Slaying-Giants-Curt-Tueffert/dp/1591967007
Meet Caleb Johnson, the inspiring founder of Red Sea Capital, a thriving real estate investment company.
Motivated by his mother's struggles and determined to secure a better future, Caleb ventured into the business world. He initially explored multi-level marketing but later discovered the true potential in real estate, leading him to invest in residential properties for three years before transitioning to larger multifamily apartments.
With a total of six successful years in the industry, Caleb has become an esteemed entrepreneur.
In today’s episode, I engage in a captivating conversation with Caleb. We delve into the benefits of hiring property management teams, the advantages of investing in B and C class apartment buildings, and strategies for enhancing tenant retention.
Caleb also sheds light on the crucial due diligence process, deal breakers in real estate transactions, and understanding client goals. Together, we explore syndicated real estate and share valuable insights for seasoned investors and those seeking passive income.
So, don't forget to tune in and hear more from him. No ads, just pure wisdom for your life and business!
Key Takeaways
- Hiring a property management team offers numerous benefits, including freeing up time and streamlining property operations.
- Understanding property classifications (A, B, C, D) and economies of scale helps in identifying target properties for investment.
- Effective negotiation strategies and deal breakers play a crucial role in successful real estate transactions.
- Focusing on tenant retention and property rebranding can lead to increased property value and overall success in the real estate industry.
- Discovery calls help in understanding client goals and finding the right investment opportunities.
- Caleb emphasizes the significance of working with investor capital and considering family investments in real estate ventures.
- Syndication offers potential for audience members to engage in real estate investing alongside experienced professionals.
Timestamps
[00:00:39] Introducing our guest for today.
[00:04:53] Caleb shares how his personal journey into real estate was inspired by his mom's financial struggles, which motivated him to pursue a career in this field.
[00:11:55] Red Sea Capital, structured for investors seeking "mailbox money," has a proficient property management team that handles lease audits and financials, ensuring a smooth investment experience.
[00:14:20] Discover how discovery calls play a crucial role in establishing compatibility between investors and syndicators, minimizing risks and creating stronger partnerships.
[00:18:52] Caleb explains the importance of enhancing property amenities and appearance to attract and retain tenants, contributing to the overall success of real estate investments.
[00:23:40] Learn about the significance of maintaining consistent contact with investors, providing them with value and regular updates to strengthen the investor-syndicator relationship.
[00:27:12] Caleb shares insights on working with investor capital, including family investments, and emphasizes the importance of trust and transparency in these partnerships.
[00:28:31] To stay updated with the latest insights on the science of CX, be sure to subscribe to the podcast!
Quotes
- Maintaining constant and genuine contact with investors is crucial. We don't want to be superficial; instead, we aim to build meaningful relationships for long-term partnerships.
- When I learned that 90 percent of millionaires achieved their wealth through real estate, I thought, wow! That's a pretty good bet to take on this avenue for building wealth.
Connect with Caleb
Website - https://redseacapitalgroup.com/
Podcast - https://podcasts.apple.com/us/podcast/from-trial-to-triumph/id1640592078
Beau Button has been actively involved with software development since he was 11 years old. He got his start learning about computers around age 9, digging into the hardware side of things first, and eventually picked up software development at age 11.
Having spent the majority of his career as a serial entrepreneur working in the government space Beau has now transitioned into the mobile gaming space through his company Atlas Reality, Inc.
In this episode Beau discusses their unique virtual real estate platform. We explore the challenges of designing customer experiences for products that don't fit into predefined categories and the business aspects of virtual real estate.
Beau shares his journey of transitioning from software development to mobile gaming by founding his virtual real estate company, Atlas Reality. The company uses a lean approach with remote employees to build a legitimate business by Fintechifying games that provide fun and entertainment to players.
Beau also explains the value of virtual real estate, revenue generation, and how they achieve higher revenue and concurrent users compared to blockchain-based platforms. He shares interesting anecdotes about how the platform was instrumental in generating sales for brands like Speedway, Burger King and Jamba Juice. The focus of Atlas Reality is on monetization, retention, and maximizing the lifetime value of their customers.
Don't miss this episode to gain an in-depth understanding of Atlas Reality's unique approach to virtual real estate and customer experience.
Key Takeaways
- We explore what inspired the idea for Atlas Reality's virtual real estate platform, and how Beau and his partner got started
- Beau explains to us some of the challenges Atlas Reality faces in releasing new features to keep players engaged, alongside how they overcome these obstacles
- Some unique features of Atlas, and how they contribute to building customer loyalty and generating revenue
- How Beau and his team monetize their platform, and some of the key drivers of customer lifetime value
- Lessons other companies can learn from Atlas Reality's experience with onboarding new users and retaining customers
- How Atlas Reality's partnership with Speedway fuels innovation and generates new revenue streams
- How customer experience factors into Atlas Reality's approach to game design and player retention
- We discuss the impact virtual real estate and other emerging technologies have on the future of retail, advertising, and marketing
Timestamps
[00:05:34] How Beau’s virtual real estate platform generates virtual rent.
[00:09:52] Virtual real estate born from gaming experience.
[00:14:19] Beau’s company, Atlas Empires pays users real money.
[00:19:01] Virtual real estate games have two types of customers: clout-seekers and income-earners.
[00:26:12] Lean gaming company focuses on social good.
[00:31:22] Playing Roblox for money-making potential.
Quotes
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The Economics of Virtual Real Estate: "We do have players that can consistently cash out $20 - $30 per month, but that does require you to invest real money."
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Atlas Reality’s Success in Virtual Real Estate: ''We average around 6,000 daily active users, for a small team and for a game in this space, that's huge."
Connect with Beau
LinkedIn - https://www.linkedin.com/in/beaubutton
Website - https://www.atlasreality.com/
Twitter - https://twitter.com/thebeaubutton
Doug Brown has had a varied career and has worked in different positions for various companies.
In the year 2000, he started a small business to help his kids gain experience in the business world.
This small venture grew, and he ran an organization for over a decade that was primarily focused on employee engagement surveys.
During this time, he gained a wealth of knowledge about the concerns and challenges employees face in their work careers.
He found that there are three common categories that almost all employees seek in their careers - employee engagement, employee experience, and career development. If these three core elements are not met, there is an increased risk of losing employees.
Doug believes that managers play a critical role in meeting these elements, and without them, there is a higher risk of losing employees.
As an expert in reducing employee turnover and absenteeism, Doug equips business owners and senior executives with the tools to identify key retention risks, understand the impact of high turnover rates, and implement effective solutions.
In this episode Doug shares insights on employee retention. He stresses the importance of retaining high-performing employees and the role of managers in achieving this. He highlights the impact of personal and emotional drivers on employee career decisions and delves deeper into the "great resignation" phenomenon.
We also discuss the tools to assess employee engagement and the costs of turnover.
Overall, the episode emphasizes the importance of prioritizing employee experience to maintain a skilled workforce and improve customer relationships.
Key Takeaways
- Labor shortages and the importance of retaining high-performing employees
- Leadership studies and the role of managers in retention
- Two tools for assessing retention: Tension Risk Analyzer and Business Case Calculator
- Personal and emotional drivers that influence employee career decisions
- The "great resignation" and its impact on work-life balance and commutes
- The impact of employee retention on customer experience and operational efficiency
- Unique needs of different industries and workforces
- The three core focuses of strong employee retention
Timestamps
[00:00:39] Employee experience, retention, and engagement discussed.
[00:04:24] "Career varied, started small biz, surveyed employees - 3 retention factors: engagement, experience, career."
[00:09:28] Emotions drive decisions in work and life.
[00:15:39] Pandemic causes career reflection and resignations.
[00:18:31] Great resignation pushed people over the edge.
[00:25:28] Retention relies on understanding employees' needs.
[00:29:47] Employee experience affects customer experience tremendously.
[00:32:42] Poor employee transition may cost industry dearly.
[00:36:33] Tools for retention: risk analyzer, ROI calculator.
Quotes
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Employee Retention: "Those 3 categories are the real cause of employee retention. And those 3 categories are; employee engagement, employee experience, and career development."
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The Importance of Employee Engagement Drivers: "It's not always the price tag on the car that drives your decision. It's the emotions of getting into the new vehicle that you're excited about and you look forward to."
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Challenges of Employee Transition: "Most companies only give maybe 3 weeks notice...it's not enough time...you also have to remember that you're sometimes losing relationships...so it can be a very difficult period."
Connect with Doug
LinkedIn - https://www.linkedin.com/in/douglas-brown-b3740825a/
Website - https://manage2retain.com/
Elaina Zuker is the president of Elaina Zuker Associates in Montréal, Canada. She has taught seminars to hundreds of employees and managers at major corporations such as AT&T, IBM, American Express and MCI International, and is a frequent keynote speaker at conferences and industry events.
She is the author of six books on leadership, management and communication.
Her best-selling book, “The Seven Secrets of Influence” (McGraw-Hill), the recent Main Selection for the Business Week Book Club, has been translated into four languages.
Elaina is an expert on influence and defines it as the effect of an idea or person on the values, attitudes, and behavior of others. She believes that anyone can learn and master the skill of influence, but it must have honorable intentions and positive effects. Elaina also notes that positive influence must be transparent and not manipulative.
On today’s episode Elaina and I discuss the importance of influence in business, the distinction between influence and manipulation, and the six different influence styles.
Elaina also shares her program, based on her extensive business and management experience, that teaches practical and usable influence skills to anyone.
Key Takeaways
- The definition of influence and how it differs from manipulation
- The Importance of strong influence skills for salespeople and entrepreneurs
- Discussing the need for influence skills in arranging meetings with potential customers
- The 6 different influence styles and the importance of understanding them
- A poll that Elaina conducted on LinkedIn about biggest challenges in influencing today; with upper management being the highest polling choice
- The formula for influence and its two components; attentiveness and flexibility
- Understanding how different departments in an organization may benefit from the same skills
Timestamps
[00:04:34] Influence is the effect of an idea on a person.
[00:09:27] Influence skills for success in business.
[00:16:59] 6 styles of influence; assessment reveals dominant style.
[00:22:51] Helping physicists with lobbying and influence skills.
[00:25:10] Customizable e-learning program with lifetime access.
[00:28:52] Get people in a room; training skills.
Quotes
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Influence vs. Manipulation: "Influence is a skill that anyone can learn, practice and master...influence is a power. It's like electricity or nuclear power. And it can be used for good or bad."
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Why influence is important in today's work environment: "We're all being asked to be more innovative. We're all being asked to be more innovative to come up with new ways of doing things, new cost-effective ways. And I don't know about you, but I have a drawer full of dusty ideas that never saw the light of day because I didn't have the influence skills to persuade somebody to make it happen."
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The Importance of Influence Skills During Zoom Calls: "If you don't have good influence skills, what are you gonna do in minute 1 of that Zoom call? So that's where influence skills come in. And especially these days, because we're kind of limited, we're no longer driving 30 minutes to go visit somebody for the half hour. We have to kind of make our case over Zoom. And so it's a lot harder to get cues from the person you're trying to influence."
Connect with Elaina
LinkedIn - https://www.linkedin.com/in/elaina-zuker-6173725?originalSubdomain=ca
Website - https://www.ezinfluence.com/
Twitter - https://twitter.com/ElainaZuker
Brandon Neely is an entrepreneur, Profit First, and Bank On Yourself Professional, and the co-host of Wealth Wisdom Financial Podcast with his wife Amanda Neely.
They founded and managed Overflow Coffee Bar, L3C from 2008 through 2018. Now, they share their experiential knowledge through podcasting and through developing personalized financial strategies for individuals and couples and profitability strategies for businesses.
Key Takeaways
- The expectations that business owners have when starting a new business vs reality
- Brandon takes us back to his experiencing starting and owning a brick-and-mortar coffee shop
- How Brandon handled his financial challenges when he was starting his business
- The epiphany that led Brandon into making major changes in his personal life and business
- Life-changing business principles that can help you manage your business better; Bank on yourself, Profit first, and infinite banking
Connect with Brandon
Website - https://www.wealthwisdomfp.com/
LinkedIn - https://www.linkedin.com/in/brandon-neely/
Podcast - https://podcasts.apple.com/us/podcast/wealth-wisdom-financial-podcast/id1430092759
YouTube - https://www.youtube.com/c/wealthwisdomfinancial
Instagram - https://www.instagram.com/wealthwisdomfp/
Twitter - https://twitter.com/WealthWisdomFP
Mark ‘Mr. Loyalty’ Ross-Smith, is an award-winning global airline loyalty industry leader, and the CEO & Co-founder at Loyalty Data Co, the parent brand of StatusMatch.com.
Mark’s experience in airlines runs deep as he previously headed up the Malaysia Airlines Enrich Loyalty Program, delivering consecutive year record financial success to the airline.
Mark has also held roles in several high-tech start-ups, including the largest Australian-owned mobile social network, where he was CEO for 7 years, spearheaded big-data opportunities with Optus, Vodafone, and Telstra, and also generated an incremental $35M annually for the telcos through data-driven loyalty initiatives
Mark is a highly sought-after speaker at airline and loyalty industry events, known for cutting through the noise and delivering content that isn’t seen or spoken about in public forums.
As the Founder of Travel Data Daily – Mark has published dozen of papers and articles on airline loyalty, which dives deep into airline economics and thought leadership.
Key Takeaways
- The story of what got Mark interested in the business of travel and airlines
- Why Mark created his website statusmatch.com (A website designed to help airlines find high-level customers on a higher scale and help travelers find an airline that's more suitable to their needs)
- Mark gives us an insight into what happens when people sign up on his site. Everything from changing airlines, status matching, and flight
- What are the reasons that a customer might feel the need to change his airline?
- Discovering the perks that loyalty programs play in ensuring your esteemed customers remain hooked to your products and services.
- Employee participation. Find out the level of empowerment a cabin crew has, and how this plays a role in how creative and responsive they are.
- Mark shares his thoughts on how we can bring back the fun and great experience that was once associated with the travel industry.
Connect with Mark
LinkedIn - https://www.linkedin.com/in/markrosssmith/?originalSubdomain=sg
Website - https://www.statusmatch.com/
Portfolio - https://www.traveldatadaily.com/
Brandi is a passionate and positive leader focused on optimal customer experience. A true cx guru, she has extensive knowledge in building and maintaining relationships, process improvement, and customer satisfaction.
Brandi oversees a committed team who supports hundreds of businesses across the US to improve workplace operations, including JetBlue, Royal Caribbean Group, Tommy Bahama, and La-Z-Boy.
With over 10 years of SaaS experience, she is passionate about delivering the best possible experience to customers, and with the power of innovative tech, her team helps to give workers a voice, and leaders visibility, and unite teams to improve.
Key Takeaways
- Brandi shares her experience growing up on a farm and how it influenced her work ethic and her views on what good customer experience is all about
- Is the customer success team more of an organization’s employees or are they more of an advocate for the customer?
- The traits that business leaders should be looking for when bringing in new members into their customer success team,
- Different ways to keep your team motivated and aligned with the company culture
- How creating a pro-active culture in a company leads to your staff feeling appreciated, needed, and valued
- What does safety culture do? What does it develop and what is its market?
- The interrelation between the customer on boarding process and the ultimate customer experience
- Relationship building and why it’s important to have off-book conversations as a way to better understand your customer
- Giving the customer what they need vs customer seat retention or expansion
- How Brandi and her team ensure all touch points are smooth, alongside tips on how they map out their customer journey as a way to identify and correct friction points
Connect with Brandi
Website - https://safetyculture.com/
LinkedIn - https://www.linkedin.com/in/brandi-bennett-8964296a/
Ilenia Vidili is a passionate customer-centricity advisor, author, and keynote speaker.
She’s conducted corporate marketing for NEC, Bayer, ARM, and a broad range of start-ups, and today she is the founder of a consultancy and training company helping businesses think differently, combat inefficient processes, turn product mentalities into people mentalities, and improve customer focus.
Ilenia gives enthusiastic global keynotes in multiple languages on embracing customer-centricity as the key to unlocking the future.
She has been inspiring leaders and C-level executives of the likes of Coca Cola, L’Oreal, Savills, Harrods, and many more. She also contributes as an opinion columnist for the CEOWORLD and Entrepreneur Media magazines.
Driven by bringing humanity to business, her mission is to see a brighter future—where companies embrace a higher purpose, create value for all stakeholders, connect their minds and hearts, and contribute positively to society.
Ilenia is also the author of Journey to Centricity: A customer-centric framework for the era of stakeholder capitalism.
Key Takeaways
- Ilenia’s career journey; how she began to think differently about cx, thus deciding to leave her corporate job and start a cx consultancy agency
- How companies recognize that they have a cx-related problem that requires Ilenia’s intervention and (or) consultancy
- The value of customer centricity and why it’s important to always structure an organization’s blueprint based on customer needs
- Why it’s essential for businesses to make a mindset shift from product-centric thinking to customer-centric approaches; (alongside the important duty that leaders have in ensuring a culture based on adding value to the customers)
- Ilenia’s European perspective on how CX has changed over the last five years; both pre and post-pandemic eras
- Personally engaging with your customers to create more successful, long-term relationships
- A look into Illenia’s book, and her three pillars of cx success, i.e humanity, technology, and culture
Connect with Ilenia
LinkedIn - https://www.linkedin.com/in/ileniavidili/
Website - https://www.ileniavidili.com/
Instagram - https://www.instagram.com/ilenia_vidili/
Email - hello@ileniavidili.com
Jonathan Shroyer is the Chief Customer Experience Innovation Officer of Arise Virtual Solutions, a customer service outsourcing, and offshoring consulting firm. Arise acquired Officium Labs, a company he co-founded, last November 2021 and is now known as Arise Gaming.
Jonathan has been involved with customer service as a professional and a leader for more than two decades, leading large teams at established companies such as Microsoft, Monster, Autodesk, and startups like Postmates, Kabam, and Forte Labs.
Recognized as a renowned thought leader in the industry through multiple mentions, Jonathan is a sought-after speaker at CX conferences, a guest in podcasts, and a writer about his passion—the future of customer service and the CS marketplace.
Key Takeaways
- The current state of CX in a ‘post’ pandemic world
- A mindset-shift tip to take from the video gaming world - Jonathan explains how and why it's more valuable to retain players than to acquire new ones
- Setting organizational core values that focus not just on the business side of things, but on the people side as well
- Why it’s important to always keep your customer in mind when designing new products or services
- Jonathan digs into the two core pillars for ensuring success in the gaming industry; retaining and engaging players on a daily basis
- The early warning signals of potential churning in your business; and the systems you can put in place to prevent this from happening
- Giving your employees a level of experience where they feel valued enough to provide even higher levels of productivity
Connect with Jonathan
Linkedin - https://www.linkedin.com/in/jerryleisure/
Website - http://truecustomersuccess.com/
Twitter - https://mobile.twitter.com/chiefcxofficer
The Fresh Princess of Email Marketing, Liz Wilcox is an Email Strategist and Keynote Speaker showing small businesses how to build online relationships + make real money with emails.
She’s best known for her 1800+ users membership, 20 Minute Newsletter technique, and the Email Staircase framework she’s taught to tens of thousands of creatives, freelancers, eCommerce shop owners, and small businesses across the globe.
Offline, Liz lives in Florida, loves to run, and is a walking 90s pop culture encyclopedia.
Key Takeaways
- Is email still an essential medium in business today, and if so, why is it sometimes overlooked?
- Fostering intimate relationships and emulating the kind of experience that gets the customer excited to open your email
- Why some people are seemingly afraid of writing emails because they are lacking in the skill; with respect to an audience of one versus the audience of many
- Using a more relatable human approach as an email writing strategy, in order to make real connections, and turn your list into friends and eventually into customers
- How writing an email differs from writing a newsletter and the techniques that anyone can use to simplify this process so that it fits into their individual marketing strategies
- How to make the subject line stand out so that the recipient is willing to open it and give it first priority
- The common mistakes people make when doing email marketing and how to avoid these pitfalls
- Liz gives us her perspective on why she advises against people sharing their life stories in their emails and (or) newsletters
- The recommended number on an email list that anyone can start with; the beauty of starting with a small email list, and what are examples of affordable email providers that people can start out with
Connect with Liz
Website - https://lizwilcox.com/
LinkedIn - https://www.linkedin.com/in/liz-wilcox-58740b1b0
Instagram - https://www.instagram.com/thelizwilcox/?hl=en
As an expert with 20+ years of experience in Knowledge Strategy, Data and Information Architecture, and Information Findability solutions, Seth has worked with a diverse roster of Fortune 1000 companies; helping them to achieve higher levels of operating performance by making information more findable, usable and valuable through integrated enterprise architectures supporting analytics, and customer experience applications.
Seth Earley is a sought-after speaker, writer, and influencer. His writing has appeared in IT Professional Magazine from the IEEE where, as a former editor, he wrote a regular column on data analytics and information access issues and trends.
He has also contributed to the Harvard Business Review, CMSWire, and Journal of Applied Marketing Analytics, and he co-authored “Practical Knowledge Management” from IBM Press.
Seth is also the author of the award-winning book; The AI-Powered Enterprise: Harness the Power of Ontologies to Make Your Business Smarter, Faster and More Profitable. Seth was named to Thinkers360 top 50 global thought leaders and influencers on Artificial Intelligence for 2022.
Key Takeaways
- Seth provides us a basic description of what AI is all about, and what its major components are
- How owning a knowledge management strategy can go a long way in helping you plan and execute AI systems into your business
- Leveraging the power of machine learning to collect data on your customers’ behavior
- Science or Magic? How AI can provide you with reliable predictions for what content, products, or services your customers crave
- Things to take into consideration when building your business foundational knowledge
- Ways of capturing explicit knowledge and ensuring it is more readily consumable and accessible
- How knowledge can act as a key differentiator in your business practice
- The importance of mapping your customer’s journey
- Why metrics are vital when it comes to data collection and storage
Connect with Seth
Linkedin - https://www.linkedin.com/in/sethearley/
Website - https://www.earley.com/
Twitter - https://twitter.com/sethearley
Andrew Wolgemuth founded Wove to recreate the way couples buy engagement rings in a highly traditional and outdated industry.
He grew up in an entrepreneurial environment working at his parent jewelry company in Lancaster, PA.
After attending West Point and serving as a Platoon Leader in the Army's 75th Ranger Regiment, Andrew attended Stanford GSB's Ignite Entrepreneurship Program where the idea for Wove was born.
Key Takeaways
- Andrew gives us a background on his Jewellery business; the idea behind starting WOVE, alongside the products and services they provide
- Re-discovering the elements of an amazing customer experience
- Traditional jewelry stores; how they operate and how Andrew and his team have managed to successfully do things in a more modern and engaging way
- The steps and procedures behind WOVE’s ability to give all its customers a satisfying and fulfilling experience
- The benefits that Andrew is enjoying after making heavy upfront investments in his business processes
- How Andrew and his team assist clients in making well-informed decisions on their purchases
Connect with Andrew
LinkedIn - https://www.linkedin.com/in/andrew-wolgemuth/
Website - https://www.wovemade.com/
Instagram - https://www.instagram.com/wove_made/
Dan Balcauski is the founder and Principal Consultant at Product Tranquility, a consulting firm that helps SaaS business leaders accelerate their product growth and increase customer loyalty.
He’s an expert in digital marketing and e-commerce with a specialization in pricing and product strategy. Dan is also the Program Leader for Kellogg’s Executive Education Product Strategy course.
In addition to his role at Product Tranquility, Dan works as a freelance product manager and is a member of Veritux. Some of the companies he’s worked for include SolarWinds, LawnStarter, and NI (formerly National Instruments).
Dan’s good news on the podcast today is that there’s a golden opportunity that every SaaS company has right now to build a pricing model that their customers (and their investors) will love that won’t distract you with a mirage of “free growth.”
Tune in and get ready to take some notes.
Key Takeaways
- What does pricing entirely encapsulate and why do many businesses struggle with it?
- Finding out who in the company should initially deal with the pricing and packaging aspect of things
- Problems and pitfalls that Dan has encountered with all the companies he’s helped, and what indicators are there to guide companies in the right direction
- Metrics that companies can use to verify if they are meeting their goals and whether or not their pricing is playing a role in meeting those goals
- Pricing model variations between long-term businesses versus exit-driven businesses
- The pros and cons of the various discounting strategies in use by different companies i.e free trials, freemium, free tools, etc
- .The importance of free tools to act as a starting point for the user and fend off buyers remorse without added effort to convert the prospects to customers
- The dangers that businesses might run into with a low price; especially with new non-existing products in their category
Connect with Dan
Website - https://www.producttranquility.com/
LinkedIn - https://www.linkedin.com/in/balcauski/
Twitter - https://twitter.com/dan_balcauski
Eliav Cohen is a hot air balloon pilot and founder of The Bot Lab. Having Helium and Drift, the top chatbot platforms in the world, Eliav and his company help organizations set up AI chatbots to deliver amazing customer experiences.
Eliav and his team mainly work with enterprise and public companies, (but also frequently work with smaller growing organizations.)
As a testament to their powerful AI-powered platform, Eliav’s clients typically see a minimum of a 300% increase in conversations in the 1st 30 days.
Listen to this episode and get inspired.
Key Takeaways
- Eliav’s experience as a hot air balloon pilot, and how it eventually led to him venturing into chatbots
- The various challenges faced by many companies go through when developing chatbot technology; and why most of them are essentially unsuccessful
- The different approaches that companies use to convert leads into prospects, and how digital solutions can be employed in these methodologies cite the infinite scalability of the digital world
- How organizations can use chatbot technology to identify leads, answer questions, and book meetings at moments of high intent
- Steps that Eliav and his team will take with their potential clients who are interested in integrating chatbots into their websites
- The content side of things when we're dealing with chatbots, who develops it? (Alongside how the different functions can be distributed to the different departments within an organization)
- The limitations that business owners may encounter when using chatbots
Connect with Eliav
Website - https://thebotlab.io/
LinkedIn - https://www.linkedin.com/in/eliav-cohen-5643795/
Twitter - https://twitter.com/Eliavcohen
Hannah Acosta is an experienced Social Media Manager at Ugly Mug Marketing. She’s had a successfull history of working in the marketing and advertising industry, as well as the nonprofit world.
Hannah is skilled in specifically Facebook Advertising, strategy building, and content creation across Instagram & Facebook platforms.
She received her Bachelor of Science in Business Administration (B.S.B.A) from Aquinas College where she focused on Business Administration/ Communication with a Marketing concentration & Spanish minor.
In our interview today, you’ll see that Hannah’s passion for what she does can be felt throughout the conversation. She will share some nuggets that will help us bring our ideas to life and generate more leads. Listen in and learn.
Key Takeaways
- Lead generation during the Covid pandemic times. How companies had to pivot into creative ways to find clients
- How Ugly Mug Marketing has shifted its perspective and overall strategy as a way to cope with the negative effects of the pandemic
- Customer avatars and the importance of being specific about the kind of people you want to reach
- Startup success. How you too, can make sure your products or services stand out from the rest when launching
- Establishing clear and measurable goals to determine the success of your marketing strategies
- The importance of getting the team involved when handling your customers
- Benefits of using video as a means to conduct your digital marketing campaigns
- How Hannah approaches lead generation in the b2b niche vs b2c
Connect with Hannah
LinkedIn - https://www.linkedin.com/in/hannahacosta/
Website - https://www.uglymugmarketing.com/
Craig’s background is in software engineering and driving positive customer experiences.
He is a driven, self-starting technology enthusiast who has a record of generating success both for my company and for my customers. As a skilled strategist, Craig has created and managed projects to improve operational productivity, revenue generation, and reduce costs across small and large organizations.
Boasting over 20 years of customer-facing experience, working with customers in 30+ countries, Craig has developed a diverse understanding of cultural expectations and business processes. He has worked closely with Support, Services, Success, Development, and Marketing teams on topics like CX Processes, Scaling Global Teams, Software Engineering, IT Service Management, and Requirements Gathering.
For the global teams that he has led, Craig has designed, built, and executed successful outsourcing strategies, scaled success, support, and professional service processes, and implemented cross-functionally solutions to prepare for and accelerate growth.
Key Takeaways.
- Craig’s background story and how he landed into cx
- What’s it like to travel and engage in business in 30+ countries globally? Craig provides us with the personal insights and lessons he’s learned over the years
- Creating a diverse customer journey map
- Why taking into account all your avatars is important when developing a marketing strategy for your product or service
- How to improve cx in the outsourcing niche
- Ensuring your in-house support team is in perfect harmony and effortlessly engaged
- Why a great working environment and culture is important for business success
- Craig’s strategy for knowledge management
- The importance of providing your outsourcers with as much inside info as possible
- What’s next from here? Craig shares his perspective on the future of customer support
Connect with Craig
Linkedin -https://www.linkedin.com/in/cstoss/
Website - https://www.stoss.ca/
Twitter - https://twitter.com/stossinsupport?lang=en
Dustin Riechmann is a business coach who helps ambitious entrepreneurs get unstuck & rapidly increase their profits with confidence.
Unlike many coaches, everything Dustin teaches is based on real-world experience growing three successful online businesses.
Dustin is best known for his Partnership Marketing System, which he has used to grow FireCreek Snacks into a 7-figure business without paid ads.
Dustin’s expertise covers different topics, including;
- How to create a Partnership Marketing System to rapidly grow your online business for free
- How to create a steady flow of highly-qualified leads for your B2B service business without paid ads
- 3 keys to low-pressure high-ticket sales
- How to use Podcast Guesting as a strategic marketing channel (the smart way)
If you’d love to grow your online business and network with other mission-driven entrepreneurs, have a listen to my interview with Dustin today.
Key Takeaways
- Dustin’s background and the genesis of his thriving business ventures
- How Dustin and Ryan managed to make FireCreek such an exceptional product. And a product that stands from its substitutes in the market
- The power of a genuine business story. How Dustin has been able to leverage his media appearances as a way to share information, and simultaneously grow his business
- How to properly prep for a podcast interview; and build great relationships along the way too
- Tips on how to draft an attractive and irresistible email pitch
- Other forms of partnerships besides podcasting; Dustin’s win-win-win formula, and how he uses it to partner up with a network of future business partners
Connect with Dustin
LinkedIn - https://www.linkedin.com/in/dustinriechmann/
Website (Coaching) - https://simplesuccesscoaching.com/
Website (FireCreek Snacks) - https://www.firecreeksnacks.com/
Twitter - https://twitter.com/EngagedMarriage
In 2008, Kristine took an AmeriCorps job running a meal program for unhoused young people, and almost 50 hungry youth arrived on Kristine’s first night. What happened next was terrifying for a young, small-town white woman.
Her purse went missing, there were fights and screaming guests, and after this, Kristine vowed to never return, until something unexpected happened. A 17-year- old guest instantly turned the chaos into quiet, polite behavior with a single phrase.
This began Kristine’s journey of learning from those she served, people living in constant threat and conflict. Through their mentoring and hundreds of incidents, she began to see conflict as a place to deepen a connection and counter social inequity.
Kristine has since trained thousands of people on how to respond not react, and how to lean in and not lash out. She particularly enjoys working with women who are naturally skilled at de-escalation after they debunk the false narratives around gender roles. In her free time, she hangs out with her backyard ducks and sculpts scrap metal.
Key Takeaways
- Understanding what conflict resolutionary is, and how it can be beneficial
- The different types of workplace conflict that Kristine has been brought in to help
- Why it’s important for companies to include conflict resolution as part of their employee training
- Effects of conflicts within a corporate setting where a leader has poor management skills
- How poorly skilled supervisors can cause an organization to lose top performers
- Kristine’s take on why “customer service in person” organizations e.g. restaurants and hospitality have seen a big increase in turnover
- Signs of burnout that people can look out for in their workmates, and also in themselves
- The techniques one can apply in order to gain calmness and resolution in a tough situation
- How managers can become proactive in helping their team gain the necessary skills in handling conflict
Connect with Kristine
LinkedIn - https://www.linkedin.com/in/kristinemariescott
Website - https://www.seattleconflictresolution.com/
Email - kristine@seattleconflictresolution.com
Gary, Indiana-born Michael Young spent nearly 30 years as a surgeon while living and practicing medicine in Chicago. He is the author of a memoir/assessment of the current medical system titled The Illness of Medicine: Experiences of Clinical Practice.
Currently, Dr. Young is on the faculty of the Department of Urology at the University of Illinois at Chicago. Within the department, Dr. Young is the Director of the Division of Urology Innovation and Technology.
He works with bio-engineering and medical students, Urology residents, and fellows, as they do their research in designing/ developing medical devices and surgical instruments. He has also invented and patented various medical devices.
In addition to his writing, Dr. Young is also a talented photographer, including underwater photography.
His fine photographs are seen throughout this site. He is a collector of modern art, a purposeful traveler, and an avid golfer.
Key Takeaways.
- Dr. Micheal talks about what got him interested in Medicine and the driving factors that motivated him to write his book; “The illness of medicine”
- The metrics by which physicians and medical practitioners are measured and how they have changed over the years
- Is the business side of providing healthcare responsible for some problems that have risen throughout the industry in recent years?
- The corporate system and the role it plays in crushing the ability of healthcare providers to provide the best services to patients
- How the system has thwarted the association of doctor-patient relationships and made the experience more robotic, cold, and frustrating
- Why a lot of practitioners are selling their practices to hospitals or retiring early
- Dissecting the American healthcare system; Understanding why it is the costliest in the world, and yet its quality still leaves a lot to be desired
- The role that health insurance has played in making healthcare services in America more expensive and keeping people in the dark
- Why doctors no longer have control of their domain; thus leading them to either have to sell out or coalesce into groups
Connect with Dr. Michael
LinkedIn - https://www.linkedin.com/in/michael-young-b445531/
Website - https://michaeljyoungmd.com/
Amazon - https://www.amazon.com/Illness-Medicine-Michael-Young-M-D/dp/1882383583
Email - gm@gmbooks.com
Thomas Watkins is a thought leader, speaker, and industry practitioner located in Houston TX.
He is a life-long learner who has a passion for bringing greater clarity to the world. Thomas has made it his career’s focus to combine technology with design psychology in order to drive business success.
He specializes in helping his business partners bring their own brilliant ideas to life, by translating complexity into simplicity.
The scope of his work has included interface design for mobile, SaaS system architecture, usability research, and data visualization.
Key Takeaways
- Defining UX design and the psychology behind it
- Understanding how a user’s mind reacts to new interface
- How has the user community changed over time and how the industry has adapted in order to cope with the new demands
- Tips on how businesses can better invest in design
- User touch points that Thomas and his team are involved in fixing
- The concept of MVP (Minimum Viable Product) and how to make better judgments without cutting any corners
- User feedback and the effect it has on a company's strategies and culture
- Transforming an idea into a user-friendly product
Connect with Thomas
LinkedIn - https://www.linkedin.com/in/watkinsthomas/
Website - https://www.3leaf.consulting/
Twitter - https://twitter.com/3LeafMethod
Tammy Fink is a loud, lovable, and full of laughs business personality who helps corporations and businesses create meaningful and memorable connections with their memberships, attendees, customers, and clients.
She is also a customer experience consultant and author who works with entrepreneurs to create an amazing and strategic connection with their followers.
Tammy has over 30 years of experience working in marketing, design, and events and created her own business in 2004, Blue Water Designs & Supply Company. Her Wow! Factor program offers essential training, consultations, and support needed to create deep connections, more engagement, and build a loyal tribe.
Join Tammy on our interview today as she shares tips and tricks for breaking through the noise of the online community space.
Key Takeaways.
- Differentiating your business brand from the rest.
- Profiling your target customer as a way to gain a competitive advantage over your competitors.
- Adding a VIP touch to your employee and customer interactions.
- Insights and tidbits into how you can ensure a memorable and meaningful customer experience for all your clients.
- Delivering products or services that are unique to your business identity.
- Ways to invest in your clients, and how this increases the client retention rate.
- Stories that your clients are telling about you; and why they matter.
- Getting your customers to provide great testimonials and refer your services to friends and family.
Connect with Tammy
LinkedIn - https://www.linkedin.com/in/wowtammy/
Website - https://www.wowtammy.com/
Twitter- https://twitter.com/TammyFink
Amazon - https://www.amazon.com/dp/B08WS7X6X2
Mark Newsome, aka Mr. Marketing, is a small business direct response, cash flow generation strategist.
He helps profit-seeking entrepreneurs convert what they previously considered dead or greatly underutilized assets or resources into long-term income-generating assets.
He routinely does this for literally pennies on the dollar.
Key Takeaways
- Mark's career path. His industrious and humble beginnings in the real estate niche to become the Mr. Marketing we know today.
- Mining the real wealth and gold in business, i.e by leveraging on everything your current customer can do for you.
- How you can work alongside other existing business owners to effectively advertise your products and services.
- Converting a one-time sale into a perpetual income stream for your business.
- Don’t put all your eggs in one basket. Why it’s important to diversify your sales and marketing channels.
- Email list building. Understanding why owning a personal email database is the key driver for business growth.
Connect with Mark
Website - https://www.youcanmarketonlinenow.com/
LinkedIn - https://www.linkedin.com/in/askmarknewsome/
Email - mark@youcanmarketonlinenow.com
Matthew Neill Davis is an attorney and entrepreneur that led his solely owned firm, Davis Business Law, through over 1000% percent growth over six years, making it one of the very rare law firms ever to make the Inc 5000 list.
With over twenty-five years of experience helping business leaders with their legal and entrepreneurial matters, Davis now teaches them how to deal with their vulnerabilities so they can capitalize on their opportunities.
He has presented his programs to prestigious business groups, such as the Inc 5000 Master’s Class and the Young Presidents’ Organization Global Forum.
Inc Magazine published his first book “The Art of Preventing Stupid,” in 2019, and the follow-up, “The Strong Protected Business” is slated for publication in 2023.
He also shares his extensive knowledge as a host through his podcasts “The Strong Protected Business” and “The Art of Preventing Stupid.
Today he joins me on the show to share his incredible journey and some golden nuggets of wisdom. Listen in to learn more.
Key Takeaways
- How Matt built Davis Business Law; and why the company is experiencing astronomical growth and success.
- Insights into Matt’s CX strategy, and how it differs from other law firms.
- The reason why most doctors, lawyers (and other professionals) are not able to run their practices in a customer-centric style.
- Why getting the right people as part of your team is critical for organizational success.
- Core values and how they influence the organization’s culture and rhythm.
- To believe and protect your customer’s dreams. Matt explains why and how leaders & businessmen should leverage great EX as a way of satisfying the customer.
Connect with Matt.
Linkedin - https://www.linkedin.com/in/matthewneilldavis/
Website (Company) - https://davisbusinesslaw.com/
Website (Personal) - https://matthewneilldavis.com/
Instagram - https://www.instagram.com/matthewneilldavis/?hl=en
Amazon - https://www.amazon.com/Matthew-Neill-Davis/e/B07NGSZB1T/ref=aufs_dp_fta_dsk
David is a former consulting actuary to Fortune 100 companies such as Sony Music, Proctor & Gamble, and Exxon.
He left his cushy Park Avenue job 20 years ago to explore both the outer world and his own inner world, and has, ever since, built the world’s largest coaching business, becoming #1 on Google for life coaching and coaching thousands of hours in 12 countries around the globe as well as helping others.
Currently, David coaches high-performing business owners to double revenue, and their time off by focusing on less and being 30% more courageous in their business or career.
Key Takeaways.
- The importance of acknowledging the mouse in the room. How recognizing and naming the mouse can unlock you to be emotionally intelligent, vulnerable, confident, and productive.
- David’s three D’s to help you name your mouse, i.e Discover, decide, and disarm.
- David’s personal struggle with anxiety and depression; and how facing his fears helped him overcome and grow from this experience.
- How being authentic and honest will attract the right kind of customers to work with.
Connect with David
LinkedIn- https://www.linkedin.com/in/focus-ceo/
Website - https://focus.ceo/
Twitter - https://twitter.com/_playforreal
Gregory Offner is an internationally known dueling pianist, who just happened to have a 17-year career in corporate sales leadership and insurance.
Using this unique background, Greg weaves song and story together to deliver mesmerizing workshops on the creation of high performing cultures
His studies of Philosophy and Psychology enable him to simplify the science of why we create the patterns we do - where they come from, and how to change them to amplify results.
From his career as a top-performing Fortune 500 sales executive, to a 12-year run around the globe as a professional musician, Greg will share his nuggets of wisdom with us on the podcast today.
Key Takeaways
- Greg’s method for improving employee performance in an organization. He focuses on creating a business culture that’s filled with highly fulfilled and engaged individuals.
- Mashing music with the world of business. How Greg is leveraging his musical talent in his workshops in order to connect with his audience better.
- Brainstorming solutions for the great resignation. How leaders can become “friction hunters“ through elimination of obstacles for their team members.
- How and why the emotional training and development of your employees can lead to great ROI.
- Free resources. Greg shares access to his content that explains how you can get the seven most in demand skills that you can develop either in yourself or the people you lead.
Connect with Greg
Website - https://www.gregoryoffner.com/
LinkedIn - https://www.linkedin.com/in/gregoffnerjr/
Twitter - https://twitter.com/gregoryoffnerjr
Dr. Gleb Tsipursky helps tech and insurance executives drive collaboration, innovation, and retention in hybrid work.
He serves as the CEO of the boutique future-of-work consultancy Disaster Avoidance Experts, which helps organizations adopt a hybrid-first culture, instead of incrementally improving on the traditional office-centric culture.
In today’s episode we’ll be featuring one of Dr. Gleb’s bestsellers i.e The Blindspots Between Us: How to Overcome Unconscious Cognitive Bias and Build Better Relationships.
It's the first book to focus on cognitive biases in professional and personal relationships and illustrate how we can defeat these dangerous judgment errors in our relationships.
Dr. Tsipursky’s expertise comes from over 20 years of consulting, coaching, speaking, and training for innovative startups, major nonprofits, and Fortune 500 companies who have all achieved outstanding results from his strategies.
In his free time, Dr. Gleb enjoys tennis, hiking, and playing with his two cats, and most importantly, he makes sure to spend abundant quality time with his wife to avoid disasters in his personal life.
Key Takeaways.
- Understanding customer service from an emotional perspective
- Reviewing a case study from Procter & Gamble - How emotions impacted their customers’ perception of the company and ultimately their buying decisions.
- The pros of looking at different fundamental motivators when building a persona
- Emotional Blind Spots and how they affect decision making within an organization
- Comparing the productivity level between in-office workers and remote workers
- Employee retention and recruitment - Leveraging effective leadership communication as strategy for high productivity, innovation and creativity within an organization
Connect with Dr. Gleb
Linkedin- https://www.linkedin.com/in/dr-gleb-tsipursky/
Website - https://disasteravoidanceexperts.com/
Twitter - https://twitter.com/Gleb_Tsipursky
The Blindspots Between Us - https://www.amazon.com/Blindspots-Between-Unconscious-Cognitive-Relationships/dp/1684035082
Ken is the Co-Founder and CEO at Tango, a platform that allows users to create beautiful step-by-step tutorials of any process with an aim at increasing your company's CX.
During the pandemic, Ken and his partners decided to drop out of Harvard Business School to found Tango
They’ve ever since, grown their business to 50,000+ customers and have been recognized multiple times as the #1 Product of the Day/Week on Product Hunt, and 2022’s most popular Chrome Extension.
Key Takeaways.
- How the three friends; Ken, Dan and Brian’s shared passion in team performance led them to work together in starting Tango
- Information sharing. Why working as a team in an organization is important for flawless information flow
- Knowledge management. Trying to brainstorm some of the best way that an organization can create, share and store collective knowledge for future use
- Building Tango; A tool that creates better teaching and learning experience for people involved in documentation and the people receiving it
- Overcoming the barriers that an organization faces when trying to adapt to new ways of serving its customers
- Using Tango for improved customer service, product walkthroughs, support teams and organizational teamwork
Connect with Ken
LinkedIn - https://www.linkedin.com/in/kenbabcock/
Website - https://www.tango.us/
Twitter - https://twitter.com/bigredbabz?lang=en
Brian Ahearn is the Chief Influence Officer at Influence PEOPLE. An international speaker, coach and consultant, he specializes in applying the science of influence in everyday business situations.
Brian spent more than 30 years in the insurance industry and is one of only a dozen individuals in the world who currently holds the Cialdini Method Certified Trainer designation.
Brian’s first book, Influence PEOPLE, was named one of the Top 100 Influence Books of All Time by BookAuthority. His second book, Persuasive Selling for Relationship Driven Insurance Agents was an Amazon new release bestseller.
Key Takeaways.
- Brian breaks down what precisely The Cialdini method certified trainer designation is
- Influence and persuasion; how these two can be used interchangeably to modify or change human behavior
- Examples of areas where influence and persuasion can be applied to get people to say yes more aside from sales and the customer side of things
- The intricacies of culture in organizations and the many things that go into changing an organization's culture to a more customer-centric strategy
- The human psychology and where it applies in sales from a lead generation point of view
- The step-by-step process from research to outreach up to establishing a relationship through authority, social proof, and scarcity
- Having a better and more creative opening statement to catch people off guard and catch people's attention
- How does one learn to be more persuasive and start to influence behavior?
Connect With Brian
LinkedIn - https://www.linkedin.com/in/brianfahearn/
Website - https://www.influencepeople.biz/
Twitter - https://twitter.com/BrianAhearn
Email - brian.ahearn@influencepeople.biz
Amazon - https://www.amazon.com/Brian-Ahearn/e/B07W4S51Q4
Eli Schwartz is an SEO expert and consultant with more than a decade of experience working for leading B2B and B2C companies.
His ability to demystify and navigate the SEO process has generated billions of dollars in revenue for some of the internet's top websites, including such clients as Shutterstock, WordPress, Blue Nile, Quora, and Zendesk.
As head of SurveyMonkey's SEO team, Schwartz oversaw the company's global operations, helped launch the first Asia-Pacific office, and grew the company's organic search from just 1 percent of revenue to a key driver of global revenue.
His work has been featured by TechCrunch, Entrepreneur.com, and Y Combinator, and he has given talks at business schools and keynote conferences around the world.
Key Takeaways.
- Understanding what SEO is and why it matters
- Forecasting search traffic using bottoms up metrics
- SEO is an amazing marketing channel: And how you can best positioned yourself to reach your desired audience
- Types of industries that Eli recommends are best suited for SEO
- Eli’s take on strategies used by google and other search engines. He shares why it’s important to focus on the users as opposed to obsessing over a search engine’s algorithm and system of ranking.
- Why local sites and businesses should not be doing SEO
- How Eli helps different businesses and companies that reach to him for help. And why two thirds of his interested clients end up being the wrong fit for SEO.
- Prioritization of content
- An exercise for interested parties looking to venture into SEO
Connect with Eli
LinkedIn - www.linkedin.com/in/schwartze/
Website - https://www.elischwartz.co/
Twitter - https://twitter.com/5le
Amazon - https://www.amazon.com/Eli-Schwartz/e/B091G2SQXB%3Fref=dbs_a_mng_rwt_scns_share
Tom Kereszti is an industry influencer, coach, speaker, educator, and mentor. His approach to leadership comes from a lifetime of international experience, and his servant leadership principles are time proven and based on biblical foundations.
Tom is down to earth and able to strike a balance between business challenges and common-sense solutions.
His motivational and engaging style will leave you with practical and applicable solutions that you can put into practice.
Key Takeaways
- Tom’s journey leading to the servant leadership path he’s on.
- Understanding the four keys to leadership success
- The Importance of having foundational values that help build not just the culture in an organization, but your character as an individual
- Elements to consider when developing a good business plan
- Differentiating between culture and vision
- Tom’s growth strategy that has led him to success
- Why Tom is a big advocate of diversity of thought (And how it helps in providing different solutions for various challenges)
- How managing international teams has helped Tom become a better leader
- Making a connection with your audience via the three levels of communication
- Finding a common ground to connect, communicate and negotiate with a customer
Connect with Tom
LinkedIn - https://www.linkedin.com/in/thomaskereszti/
Website - https://www.leadershipdisciples.com/
Twitter - https://twitter.com/tom_kereszti
Adam is the Co-Founder and CEO of UPshow. UPshow is the customizable engagement platform that capitalizes on businesses’ existing screens to deliver better audience experiences.
Prior to UPshow, Adam was CEO and co-founder of SparkReel, the social media technology agency that evolved into what UPshow is today. Prior to SparkReel, Adam was a VP at Sterling Partners, a Chicago venture capital firm.
Adam’s first entrepreneurial venture was the creation of TextAway, a mobile messaging startup. He is also an avid pilot who enjoys traveling across the country with his family.
Key Takeaways.
- The psychology and the evolution of how screens have inspired our behaviors and experience for the better
- The movement from a static less interconnected signage in messaging into more digital signage in the commercial business world.
- The philosophy behind motion, dynamism, and interactivity
- How screens are bridging the physical and the digital to create a more personalized and memorable immersive experience
- How did covid drive the brick and mortar businesses towards a more digitized contactless customer and employee experience?
- The analytical side of things and how we can use the data we get back to make more informed decisions in this day and age
- Showcasing different educational content to market to an audience that appeals to your business.
- The effort involved to transform a business into a more digitized setup
- Why businesses and organizations are suffering in terms of workforce and what they need to do to ensure better employee experience
Connect with Adam
LinkedIn - https://www.linkedin.com/in/ahirsen/
Website - https://www.upshow.tv/
Twitter - https://twitter.com/ahirsen
Frank Agin is the founder and president of AmSpirit Business Connections, where he works to empower entrepreneurs, sales representatives and professionals around the country to become more successful through networking. He is also a sought after speaker and consultant to companies and organizations on topics related to professional networking and business relationship development.
Frank has written numerous articles on professional networking and is the author of several books, some of which include; Foundational Networking, The Champion: Finding the Most Valuable Person In Your Network, and Chase Greatness: Life Lessons Revealed Through Sports.
He is also the host of the weekly Networking Rx podcast, which provides insights and advice for becoming more successful through networking as well as the host of the daily micro podcast Networking Rx Minute, which provides short messages of inspiration and recommended action.
Frank lives with his wife in Blacklick, Ohio and together they have three children. As community involvement, he is active with The Charitable Roundtable, an organization that helps small nonprofits and social initiatives become more successful through networking.
Key Takeaways.
- Professional networking and the development of business relationships.
- How Frank’s company changed their marketing plan to cope with the lockdown during the pandemic.
- Why networking is an inevitable component in the marketing mix.
- Understanding more about building relationships with people you can trust.
- Adding value in business relationships.
- The networking model Frank works with.
- Tips on how to build a strong relationship with your customer.
- Frank's overview on networking; strong relationships that are built over time.
Connect with Frank
LinkedIn - https://www.linkedin.com/in/frankagin/
Website - http://www.frankagin.com/
Twitter - https://twitter.com/frankagin
As CEO of Axis, Sarah is a fearless, strategic, and creative leader with over 15 years of strategic experience in public relations and marketing within the Tech, Entertainment, Sports & Lifestyle Industry.
Her extensive expertise and success in leading an award-winning experiential agency combined with her in-depth creative & strategic public & media relations and experiential events have helped launch numerous start-up’s and notable brands alike.
Sarah leads successful nationwide PR & Marketing launch campaigns for public companies as well as early stage start-ups. She has successfully taken many early stage tech companies from launch to M&A stage.
Sarah is also the Founder & Producer of the Media Excellence Awards, one of the most prestigious and influential awards in the mobile technology, entertainment & media industry.
Key Takeaways
- Understanding what experiential activities/events are.
- How startups and small businesses can also implement low level experiential marketing events.
- How a good experience allows consumers to have a “feel good feeling” attached to your brand
- Different ways to leverage technology in creating an immersive experience with the customers without the high cost.
- Allowing the consumer to understand your brand by bringing them into your backstory; giving your loyal customers a behind the scene experience.
- How good a good experience helps to achieve the three goals of a brand; attract new customers, retain an existing market and maximize exposure in the marketplace.
- How B2B/B2C technology companies can create an immersive experience.
- Why personalization is always critical to the consumers.
- Benefits of collaborating with other like-minded brands with the same kind of DNA when it comes to experiential engagement.
Connect with Sarah
Website - https://www.axis-entertainment.com/
LinkedIn - https://www.linkedin.com/in/sarahmillerla/
Jimmy St. Louis is an entrepreneur, competitive athlete, and businessman. He is currently an operating partner of Ayon Capital, Franchise Accelerators, and the founder of Franchise123.
As the founder of Franchise123, his focus is on creating simple, open market connections between franchise buyers and sellers, to advance and improve the success of franchisees and franchisors.
In addition to his business endeavors, Jimmy played football professionally for the NFL’s Tennessee Titans as a tight end and most recently was a member of the 2016 United States Rowing Team. His accomplishments include four national medals as well as a third-place finish in the 2016 Olympic trials.
Key Takeaways
- Recognizing issues in the franchise business that needed to be solved; i.e. enabling entrepreneurs in franchise business to have access to information in a good, simple, and consolidated manner.
- How Jimmy's company is able to provide the best and most qualified leads for its clients.
- Familiarizing with the process franchisees undergo when navigating through the buying process and what the experience is like for them on Jimmy’s platform.
- Efforts that Jimmy and his team are putting to ensure the franchisors stay highly engaged on the platform.
- How Jimmy and his team are working to achieve a long term objective to track and maintain data in their company.
- Recognizing the gap and problem in the franchising market and what Jimmy’s platform has done to ensure they match up good buyers and sellers.
- Jimmy's recommended approaches and processes for entrepreneurs in franchising discovery phase to help them have the best opportunity for success
- How Jimmy’s platform is monetized
Connect with Jimmy
Linkedin - https://www.linkedin.com/in/jimmy-st-louis/
Website - https://franchise123.com/
Jimmy’s book on Amazon - https://www.amazon.in/Your-Comprehensive-Guide-Franchise-Success-ebook/dp/B0999R4D1N
As the founder and leader of 3C Comms, Bryan Rutberg guides and inspires corporate leaders and organizations on how to demonstrate love, understanding, and appreciation to their customers as a clear path to deeper loyalty, greater market share, and way more fun for everyone.
As a consultant, Bryan helps companies and nonprofits create the right messages for their unique audiences and improve their business communications skills. His clients have ranged from authors preparing speeches for book tours to non-profit executives who want to tell their organizations’ stories better.
His consulting work has included interim CMO engagements; leading customer, partner, employee, and investor messaging initiatives; developing programs and culture to capture customer voices for better business planning; training sales, marketing, and customer support professionals in communications and relationship-building.
Key Takeaways
- Bryan reminisces about what it was like going to school in Beverly Hills High.
- Finding out what really differentiates a customer from a lustomer.
- 3 Reasons why lustomers are the perfect business utopia; increased profits, referrals they make, and long-term partnerships you form with them.
- Understanding why firing customers is an essential step in business growth.
- Identifying customers that are perfect for your business; those who appreciate your services and are willing to build a successful long term relationship.
- Communicating to your audience in ways that are meaningful to them during the evaluation phase.
- Why it’s important to get everybody in a business organization on the same page.
- Making your existing customer base more engaged and treasured at every step of growth in your business.
- Being able to defend your value successfully in the midst of competitors who do the same things you do, but for free.
Connect wit Bryan
LinkedIn - https://www.linkedin.com/in/bryanrutberg/
Website - https://3ccomms.com/ (To download the free pdf covering the 10 tips for transforming Customers into Lustomers)
Twitter - https://twitter.com/3CComms
Roy Osing is a former president, CMO and entrepreneur with over 40 years of successful and unmatched executive leadership experience in every aspect of business.
As President of a major data and internet company, his leadership and audacious ‘unheard-of ways’ took the company from its early stage to $1 Billion in annual sales.
He is a blogger, content marketer and mentor to young professionals. As an accomplished business advisor, he is the author of the no-nonsense book series ‘BE DiFFERENT or be dead’, with ‘The Audacious Unheard-of Ways I took a Startup to A BILLION IN SALES’ as his seventh.
Key Takeaways.
- How Roy came up with the concept of his book Be different or be dead.
- Being different in the corporate world makes sense but how different is too different and is there a limit to it?
- We learn how to be different out of necessity and every step of the process is strategic.
- Roy dives into how he came to be known as the service guy all the while doing things differently.
- The ‘killing the dumb rules’ strategy and why it worked for Roy at his company.
- Roy explains what he meant when he talked about most organizations being mediocre at best these days in his book, alongside the antidote to this problem.
- Do organizations need to go back to some of the old world values in customer experience that have lost their meaning amidst all the tactical strategies?
- Why businesses need to find a balance between the digital transformation that happens and the human connections and interactions.
- Roy’s Advice for people who are looking to startup, build, or grow their brand.
- Why businesses and companies should find the differentiator and capitalize on standing out.
Connect with Roy
LinkedIn - https://www.linkedin.com/in/royosing/?originalSubdomain=ca
Website - https://www.bedifferentorbedead.com/
Twitter - https://twitter.com/RoyOsing
Peter Iansek is the co-founder and CEO of Operative Intelligence, an organization focused on helping contact centers identify the reality of why their customers are contacting; thus leading to consistently better decision making and customer outcomes at scale.
As business leaders, we have a very good grasp of the work we do for customers ‘the what’ but what is far more challenging to unearth is ‘the why’.
The Why allows us to understand the true root cause drivers of our customers’ contacts, enabling us to enact preventative measures to address avoidable customer interactions and be far more proactive in our service delivery.
Lack of a reliable and easy way to analyze contact center data and discover actionable insights, was the motivation behind why Peter built Operative Intelligence to solve the problem.
Key Takeaways.
- How to accurately pinpoint the drivers for friction in service delivery.
- Unearthing seasonal customer data as a way of better understanding the market in order to create better business processes and systems.
- How internal business changes + broader market changes influence and catalyze consumer behavior.
- Shifting your business from being reactive to proactive when handling customer needs.
- Re-architecting the customer journey so that it can clearly address the insights gained from customer data.
- Using customer data as a tool to measure your business performance.
Connect with Peter
Website - https://www.operativeintelligence.com/
Linkedin - https://www.linkedin.com/in/peteriansek/
Email - peter@operativeintelligence.com
Dave Carruthers is an entrepreneur specializing in high-growth tech businesses. He’s been involved in technology businesses for the last 10 years and has been behind a number of successful startups.
As an entrepreneur with a passion for mobile technology he leads the VoxPopMe team. At Voxpopme, Carruthers works on video market research.
Voxpopme's solution now helps leaders in every industry see the people behind the data, transforming the process of capturing and analyzing video insight.
Key Takeaways
- How Dave’s company, Voxpopme, has been able to fuse the rise of video to enabling customer conversations at scale.
- How and why businesses should embrace video as a way of building a network of employee and customer interaction.
- Video based business and sales calls.
- How positive customer feedback can go a long way in boosting employee morale and confidence.
Connect with Dave
LinkedIn - https://www.linkedin.com/in/davecarruthers
Website - https://site.voxpopme.com/
Twitter - https://twitter.com/DaveCarruthers
Justin Varuzzo is a successful marketing professional with over twenty years of sales and marketing experience.
He counts himself lucky to have had the incredible opportunity to blend his passion for music, technology, and visual storytelling into a revenue driving career in marketing.
Justin’s passion and focus is at the intersection of marketing and customer service – it’s here where he believes organizations can build the strongest relationships with their clients and customers.
Key Takeaways.
- The foundation for great customer experience. Building a team that equals your passion, and empowering them with the right resources for quality delivery.
- Every company claims to have incredible CX, but what key features do they lack when engaging with the customer?
- Learning how to stand out as a CX conscious business by going the extra mile.
- How small businesses can leverage direct connection with their customers, in order to make a difference, be respected, appreciated and build those long term relationships.
- Negative reviews. We all hate them. But find out how you can use them to your business advantage.
- Conducting a SWOT analysis of your competitors in order to advertise and strategize your business better.
Connect with Justin
Linkedin - https://www.linkedin.com/in/justin-varuzzo/
Twitter - https://twitter.com/jvaruzzo
Podcast - https://podcasts.apple.com/us/podcast/id1558206944
website - https://marketingandservice.com/
Reynaldo is a serial entrepreneur, author, speaker and expert in business development, smart real estate and technologies.
He enjoys using his tech background to increase value, revenue and create efficient processes.
One of the things that blew up Reynaldo’s real estate businesses was getting access to an ad grant which In turn he has been able to do for all his clients and friends to help them obtain a $120,000/yr worth of free Adwords, as well as helping uplift their local communities via philanthropic giving.
Reynaldo loves to share his knowledge and experience to other people, especially those that understand the more they have, the more they can help.
Key Takeaways.
- Creating the philanthropic arm of a business.
- Reynaldo explains what the google grant program is and how corporations can benefit from it.
- The step by step process of how Reynaldo and his team at Impact Annex handle consultations.
- The nuts and bolts of how to create a non-profit, align it with your for-profit and later on obtain a grant.
- How a US corporation can start a nonprofit in Canada without being physically located there.
- The pros and cons of opening a non-profit either in the US or in Canada for a US based company.
- How really does creating a non-profit arm of your business change the customer's perception of the business to a more trustworthy and positive one?
- How Reynaldo ensures that the two websites (nonprofit and for-profit) work hand in hand to bring in more traffic, create an impact, and educate the customers about your brand.
Connect with Reynaldo
LinkedIn - https://www.linkedin.com/in/reynaldoasantana/
Website - https://www.reynaldosantana.org/
Janine Hamner Holman is an internationally recognized speaker, author, and expert on conscious leadership, organizational development, neurobiology, and what it takes to attract and retain world-class talent.
As CEO of the J&J Consulting Group, she brings more than 30 years’ experience to her work where she uses scientifically validated strategies and tools to build high performance teams. She has worked with everything from Fortune 200 companies to local nonprofits and everything in between.
Key Takeaways
- MIT’s take on what’s driving the great resignation; Organizations not having enough diversity and inclusion, toxic organizational cultures, and unethical organizational practices.
- Diversity as a way of appealing to more millennials and Gen Zs customer base.
- Managing via the platinum rule as opposed to the golden rule i.e ( Do unto others as they would have done unto themselves. )
- Helping your newly promoted organizational leaders and managers to transition into their new positions.
- Self-fulfilling prophecies. How being positive can go a long way in uplifting your employees’ spirits.
- Why it’s important to focus on work productivity instead of work hours.
- Creating a psychologically safe work space where your employees and team members can comfortably voice their thoughts and opinions.
Connect with Janine
LinkedIn - https://www.linkedin.com/in/janine-hamner-holman/
Twitter - https://twitter.com/JanineHamner
Website - https://janinehamner.com/
Email - teams@jandjcg.com
Joe Welu is the founder and CEO of Total Expert, the fintech software leader that launched the first customer experience platform purpose-built for modern financial institutions.
Since 2015, Joe has led Total Expert's vision, culture and growth to nearly 300 employees today.
The company powers RM, marketing and customer engagement for more than 150 companies-from leading community banks and credit unions, to 3 of the nation's top 10 banks, and 9 of the top 15 mortgage lenders.
Total Expert's growth has skyrocketed since its inception; in 2020 alone, it ranked #17 in the Inc. 5,000 Most Successful Companies in the Midwest, #3 in the Minneapolis/St. Paul Business Journal's 2020 Fast 50, and #82 in the Deloitte Tech Fast 500.
Key Takeaways
- Is the level of service still the differentiator in financial services and banking?
- Why most financial service organizations and banks are still unable to bridge the gaps and capitalize on the full potential of a great customer experience
- How banks and financial institutions can leverage the huge amounts of data they receive into designing a customer journey mapCombining the C.X data, CRM data, and the leading data so that organizations can have a better customer lifetime value, whilst taking into account the dynamic ever-evolving nature of the customer's profile
- Why companies should revisit their customer profile more often;How change has affected the customer's way of thinking, their behavior, and ultimately the way they interact with a product or a service, and that's
- Relationship building via quality communication
- How Joe and his team address the knowledge gaps or the process gaps present in an organization.
Connect with Joe
LinkedIn - https://www.linkedin.com/in/joe-welu-4056726/
Website - https://totalexpert.com/
Twitter - https://twitter.com/TotalExpertInc
Bruno Pešec helps business leaders innovate profitably.
He is the rare innovator who can claim that he's worked on a regulation-defying freight train and an award-winning board game.
In addition to his corporate experience with brands like DNV, DNB, and Kongsberg Group, Bruno runs a community of entrepreneurs of several thousand members.
He is currently undertaking a doctorate in organizational change, with a specific focus on the issues with innovation in large enterprises.
Key Takeaways
- Exploring what being a minimalist world traveler means.
- Insight into Bruno’s new book Augmented strategy: How to combine human intuition with insights from data, to make better strategic decisions faster.
- How to convert the overwhelming amounts of data that are at our disposal and use it to enhance our decision-making processes.
- The different types of data that are out there and which ones business leaders should be keen on.
- Why most companies just collect cx data and do not take action, thus leaving them stuck in the primitive stages.
- Knowledge and information management within an organization.
- Identifying high stake decisions.
- Modern innovation strategies. Why companies should tackle problems individually when creating a foundation.
Connect with Bruno
Website - https://www.pesec.no/
LinkedIn - https://www.linkedin.com/in/pesec/?originalSubdomain=no
Twitter - https://twitter.com/brunopesec?lang=en
Amazon - https://www.amazon.com/Augmented-Strategy-intuition-strategic-decisions/dp/8269267406
Stormie Andrews is the co-founder of Yokel Local, Nevada’s premier inbound marketing agency located in Las Vegas.
Since 2010, Yokel Local has helped organizations generate hundreds of millions in revenue by implementing strategies and tactics that are supported by the exact concepts you will learn in today’s podcast.
Stormie’s passion is to make it much easier for organizations to attract their ideal clients by understanding how their prospects think in order to experience what it’s like to achieve ridiculous growth!
He is a licensed practitioner of Neuro-Linguistic Programming (NLP), an award-winning author, Forbes contributor, HubSpot contributor, recognized buyer persona expert, HubSpot Certified Trainer, and featured marketing expert by the Nevada Department of Business and Industry.
Key Takeaways
- How to understand and create great personas for your CX journey.
- Attracting your ideal clients through understanding a prospect’s mindset; Thus leading to predictable flow of customers.
- How to create messaging that resonates to your ideal clients better than your competitors.
- Getting insight about your prospective buyers from your employees.
- Learning what establishes and differentiates a marketing qualified lead from a sales qualified lead.
- Why the customer facing groups in your organization are the best shot at improving your CX strategies.
- Why it’s important to change your internal and external messaging in order to address the constantly changing global culture.
- Revisiting and making changes to your buyer persona on a regular basis.
Connect with Stormie
Facebook - https://www.facebook.com/stormie.andrews.3
Instagram - https://www.instagram.com/stormie_a/
Linkedin - https://www.linkedin.com/in/stormieandrews/
Twitter - https://twitter.com/stormieandrews
Free Resources - http://outsmarttools.com/
Amazon - https://www.amazon.com/Stormie-Andrews/e/B09CHHJM6P?ref_=dbs_p_pbk_r00_abau_000000
Terry Begue is the owner Begue Painting Inc. and the author of “Attract & Keep Customers for Life”
As a business owner, International speaker and author, Terry is passionate about helping entrepreneurs and small business owners who, more than anything, want to provide a great life for their families.
Terry started his painting company when he was 18 and still hasn't found any job he loves more than taking care of his clients and teaching others how to do the same!
This love for his clients along with 30+ years building systems to reach the highest standards of service, has resulted in the kind of success that Terry wishes for everyone - loyal repeat clients who do marketing for you!
Key Takeaways.
- How Terry started his entrepreneurial journey, alongside lessons he’s learned along the way.
- The steps Terry took to improve his people skills when he was starting off as a young painter.
- Defining The Four abilities: Likeability, Believability, Trustability, and Wow Ability. And how you too can adapt them over time.
- Asking for testimonials in order to learn the areas you should improve on, and you can better serve your customers.
- Terry explains why he gives the customer permission to nitpick as a way of extending trust to get trust back.
Connect with Terry
LinkedIn - https://www.linkedin.com/in/terrybegue/
Website - https://www.terrybegue.com/
Facebook - https://www.facebook.com/TerryBegueSpeakerAuthor/
Twitter - https://mobile.twitter.com/terrybegue
Instagram - https://www.instagram.com/terrybegue_/
Amazon - https://www.amazon.com/Terry-Begue/e/B08667Q9Z7%3Fref=dbs_a_mng_rwt_scns_share
In 2002 Matt began working with business owners through his digital marketing agency, inConcert Web Solutions, to improve their bottom line, gain more clients, and grow their respective businesses.
He sold his agency in 2018 so that he could focus on helping businesses get more word of mouth referrals!
Matt believes that creating deeper and more meaningful connections will result in more word of mouth referrals. He personally uses this philosophy in his own business.
Since 2002 Matt has spoken at hundreds of business events, seminars, trainings, conferences, and associations, including Score, The Better Business Bureau, The National Paving Expo, and the Vacation Rental Success Summit in Toronto, Canada.
Key Takeaways.
- Matt shares the lessons that he has learned from his immense success in both starting and exiting businesses
- The importance of building relationships with suppliers, vendors, partners, employees, and more importantly the customers.
- Why business owners and founders should reach out and keep in touch with partners and other contacts from past business deals or ventures.
- Reaching out and contacting five people a day as a way to grow your contact list, and build relationships.
- The advantages of working with people who bring you joy and learning.
- Why putting your customer's best interests at heart is a great strategy for any business or brand.
Connect with Matt
Website - https://breakthrough-champion.com/
LinkedIn - https://www.linkedin.com/in/mattwardspeaks/
Facebook - https://www.facebook.com/breakthroughchampion
Instagram - https://www.instagram.com/mattwardspeaks/
Twitter - https://twitter.com/mattwardspeaks
Benjamin Bressington is the CEO of Behavior Sales, a leading personality intelligence company.
Benjamin is also a speaker and author of multiple books. With the latest book “People Ignorant: Unlocking Success, Confidence & Influence.”
Ben has a Law & Criminology degree from Australia. He spent 10 years helping Fortune 1000 companies apply gamification principles to their sales and communication process. And now spends his time helping people improve their sales conversations. Specifically helping people to close deals faster and discover the hidden opportunities in our daily communication.
If you’ve ever wanted to have more influence, persuasion, or close deals faster. You will love listening to what we are talking about in this episode.
Key Takeaways.
- Learn how personality impacts your business sales, and how you can use it to get more leads.
- The four major bird personalities. Learn how to communicate, lead and manage the different personalities in your business setting.
- The great resignation. How to detect unsatisfied employees and help them before they decide to quit or pivot.
- Information management. How to prep for and ensure a smooth workflow in case a valuable employee decides to leave.
- The body languages you should watch out for when closing a client.
- How to analyze your zoom calls for more data.
Connect with Ben
Website - http://behaviorsales.com
Facebook - https://www.facebook.com/benjamin.bressington
LinkedIn - https://www.linkedin.com/in/benjaminbressington
Do your potential customers know why they should be buying from your company?
Is your Message crystal clear?
Glenn has been working in the Sales and Marketing fields for more than 25 years. He specializes in Messaging and Personal Branding.
Glenn helps his clients develop their Unique Selling Proposition (USP) and Message so that their company and products can stand out versus competitors.
Key Takeaways.
- Why people refer to Glenn as the message master.
- Glenn’s background history. His experience working in the Cosmetic industry, and tips on how to make a product stand out and speak for itself.
- The best approach when it comes to messaging on website pages and the common mistakes people tend to make in this area.
- Being intentional with the messaging and the mapping on your website as opposed to creating a website in haste.
- The parallel relationship between a good elevator pitch and a good landing page.
- Why companies and businesses should focus on differentiation.
- Pitching 101: Before making any pitch, learn to regularly ask yourself why your company, product, or service exists and what it will do for the customer that's not being done already.
Connect with Glenn
LinkedIn - https://www.linkedin.com/in/glennrudin/
Website - https://www.alwaysbeencreative.com/
Instagram - https://www.instagram.com/glenn_rudin_message_master/
Ravi Pratap is the co-founder and Chief Technology Officer of Mobstac, a QR code generator and mobile marketing platform, where he is responsible for all technology strategy, product innovation, and engineering execution.
Prior to starting MobStac, Ravi spent four years at a technology startup, Hillcrest Labs, where he was one of the earliest engineers on the team, and also served as an Associate in Morgan Stanley’s Technology group.
Ravi went to undergrad at the Indian Institute of Technology, Madras where he received a Bachelor of Technology, and also holds an M.S. in Computer Science from Washington University in St. Louis.
Key Takeaways.
- Exploring what a QR code really is and how it can help businesses and brands.
- Connecting the physical and digital world as a way to satisfy the consumer’s need for information.
- The power of leveraging QR codes to connect consumers and clients directly to information.
- How companies were using QR codes during the pandemic; Making transactions faster & safer, ensuring timely delivery of information, analyzing consumer behavior, and marketing/selling of more products.
- Convenient places you can put your QR codes on e.g business cards, websites, product packages and on social media.
Connect with Ravi.
LinkedIn - https://www.linkedin.com/in/ravipratapm
Website - https://www.mobstac.com/
Twitter - https://twitter.com/ravipratap
Heather H. Bennett is a marketing strategist and personal brand coach that lives and works in Chicago, Illinois.
Drawing from over 20 years of experience in brand marketing, research & development and personal branding, Heather brings a unique spin to understanding how a personal brand can impact business and personal goals.
Her social media strategy expertise has been used by professionals and entrepreneurs in areas as diversified as financial wealth management and law to non-profit and professional speaking, education and consumer products to technology and start-ups.
Heather's latest book, Fun and Fulfilling Careers One Question at a Time can be found on Amazon in paperback and eBook. To read the bestseller that reached #1 Job Hunting and #1 Careers as well as #2 Entrepreneurship and #2 Business Development, visit the book page on Amazon.com
Key Takeaways
- How personal branding can help in your professional corporate and business relations.
- Online profiles: Why it’s important to tailor your social media profiles to match your interests and personality.
- The core building blocks of personal branding i.e . Self awareness, mindset and planning.
- How simple activities such as hobbies and volunteer work can lead into a more fulfilling professional life.
- The face of an organization is always the founder or can it be someone else e.g the COO?
- Practical life lessons from your career to help you understand yourself better.
- Learning to leverage your old corporate networks when you shift to entrepreneurship
Connect with Heather
LinkedIn - https://www.linkedin.com/in/heather-h-bennett/
Website - https://creativebrandcoach.net/
Website - https://heatherhbennett.com/
Twitter - https://twitter.com/creativebrandch
Will is the Co-Founder and CEO of BellaVix. He has 8+ years of experience working in eCommerce.
Will has also been fortunate to work with Seller Central, Vendor Central, Amazon Advertising Platform, and DSP.
Will’s company, BellaVix works with established consumer brands and private labels in the strategic planning, implementation, and execution of their business plans for products across Amazon and other 3rd party marketplaces.
Key Takeaways.
- The Ecommerce landscape today
- What Amazon has to offer brands that are trying to establish their presence or scale their operations.
- The typical steps that a brand has to undertake to get started on Amazon
- How the Amazon inventory system works and tips to get your inventory cleared faster
- How Customer experience and the buyer journey are monitored on Amazon
- Addressing customer feedback and post-purchase email sequences
- Amazon’s system of converting sales into positive reviews
- The importance of showcasing both positive and negative reviews
- How word structure, title search formulas, warranties, guarantees, and imagery plays a major role in improving conversion rates
Connect with Will
LinkedIn - https://www.linkedin.com/in/willhaire
Website - https://www.bellavix.com/
Twitter - https://twitter.com/MarketingChimp1
Peter H. Christian was a founding partner and president of espi, a business consulting firm in Northeastern PA. Previously he was an Executive at Crayola Corporation.
He has worked with 300+ clients in business development, profit improvement, operations, IS selection and implementation, and Project Management.
Peter has 40+ years of experience in strategic and facility planning, CI, lean, and supply chain. He has helped companies to realize millions of dollars in cost reductions and profit improvements adding and retaining thousands of jobs.
He has authored the Amazon bestselling business books, “What About the Vermin Problem?” and “Influences and Influencers” and is published in a variety of professional magazines.
Key Takeaways.
- Peter’s consulting firm ESPI, and its impact in different companies.
- How Peter and his team identify and deal with common trends and patterns that cause organizational problems.
- Why companies that avoid making improvements and adapting to change will lag behind in competition.
- The dangers of relying on a few individuals who have valuable, irreplaceable skills.
- Investing in a knowledge sharing system.
- How to work with the different types of personalities in the workplace.
- Learning to peacefully resolve conflict that may arise in the work environment.
- Life and business lessons that Peter has learned in the different roles he’s taken throughout his career.
Connect with Peter
LinkedIn - https://www.linkedin.com/in/peter-christian-2723b69/
Website - https://petechristianbooks.com/
Books - https://www.amazon.com/What-About-Vermin-Problem-Practices/dp/1543994008/
Mike Hicks is a B2B software marketing veteran and recognized digital transformation thought leader with 20+ years’ experience leveraging technology to help global teams increase productivity and fuel innovation.
As CMO of Beezy, Mike leads all marketing efforts, including bringing new products and services to market.
Mike has led several tech companies through periods of significant transition, including mergers, acquisitions, and rapid growth.
Key Takeaways.
- Defining Intranet technology and how it has evolved through the years.
- Designing the four pillars that constitute a working intranet system.
- How to ensure flow of information in an organization.
- Understanding why the modern intranet system is advantageous for information sharing and task assortment.
- How Mike and his team at Beezy solve internal business communication challenges from the primary objectives
- How organizations can develop, gather, store and incorporate knowledge or information into their systems in a format that they can digest or process.
- Remote workers, employee engagement, and employee experience; Intranets role in the future digital workplace.
- How the pandemic has caused companies to embrace remote working.
Connect with Mike
LinkedIn - https://www.linkedin.com/in/mike-hicks-159b292/
Website - https://www.beezy.net/
Twitter - https://twitter.com/mike_hicks
Michael Buzinski is the Founder and CEO of Buzzbizz Media, an award-winning multimedia and marketing firm dedicated to the needs of small to medium-sized businesses, and nonprofits.
He’s a USAF veteran and life-long entrepreneur. Dubbed a “visionary marketer” by the American Marketing Association for thought leadership in search marketing.
He’s the author of The Rule of 26, a book where he shows readers the most direct approach to attaining your digital marketing objectives.
Key Takeaways.
- What is the rule of 26? And how does it answer the digital marketing questions for service-based businesses?
- How you can drastically increase your business by 26%
- Why learning to be honest and clear about your niche is the best way to attract qualified customers.
- Why businesses should not rely on one Lead source system to generate profitable leads
- Valuation enhancement for service-based businesses
- The importance of owning your own lead source. How it can help you control traffic efficiently and add value to your business
- The key differences between a marketing firm and a lead generation firm.
- Adding a unique personal touch to distinguish your business from the big business.
Connect with Michael.
LinkedIn - https://www.linkedin.com/in/michaelbuzinski/
Website - https://buzzworthy.biz/
eBook - https://ruleof26.com/
Michael’s journey is not dissimilar to that of millions of people around the world. He grew up in chaos. His mother was a drug addict and alcoholic, whilst his father abandoned him when he was barely 2 years old.
Michael's step-father was hyper abusive, and the kind of guy that you pray never enters your life. By the time he was 11, Michael had been entirely stripped of his childhood. Between the beatings, belittlement, molestation, and homelessness he was ready to kill himself.
Flash forward to his adult life, Michael’s businesses were booming, but everything else around him was in shambles. He was addicted to sex, porn and love, he was drinking and getting stoned every day, and seeking validation from every external source he could find.
Then one day everything changed.
Michael decided in a single moment that everything had to change. Fast forward 6 years and he’s the happiest and healthiest that he's ever been.
Today he educates people around the world on the effects of trauma and how to get out of THE VORTEX, take their lives back, and become the person that they know they are.
Key Takeaways.
- The different types of traumas that children pass through when they are young.
- How Childhood trauma manifests during adulthood.
- Why taking the first step is all that matters when it comes to self-healing.
- Getting real. How to get rid of the addictions, habits and false beliefs that hold you back from what your true self.
- How to let go of the victim mentality.
- The steps involved in the road to recovery.
Connect with Michael
Linkedin - https://www.linkedin.com/in/traumasurvivormentorandcoach/
Website - https://www.thinkunbroken.com/
Facebook - https://www.facebook.com/MichaelUnbroken/
Instagram - https://www.instagram.com/michaelunbroken/?hl=en
Podcast - https://podcasts.apple.com/us/podcast/id1477432473
Howard Tiersky is the author of the WSJ bestselling book Winning Digital Customers: The Antidote to Irrelevance. He is also the founder of digital transformation agency, FROM, which has won over 100 awards for user experience design, and helped to redesign the Avis app which is now ranked by JD Powers as #1 in the industry.
In his 25 year career helping large enterprises win in the digital space, Howard has worked on projects for dozens of Fortune 1000 companies and has been named one of the “Top 10” Digital Transformation influencers by IDG as well as by Enterprise 360.
Key Takeaways
- Defining digital transformation
- Factors that have accelerated digital transformation and how it has affected our personal and professional lives.
- How business leaders should digital transformation.
- How companies can use digital transformation to gain a competitive edge over rival companies or businesses
- Preparing to expect the unexpected.
- How digital transformation has affected employee behavior and their ability to embrace change.
- Howard takes us through the different types of digital transformation projects that he’s been involved in.
- The debate around augmented reality and whether or not it's relevant to the live events domain.
Connect with Howard
LinkedIn - https://www.linkedin.com/in/tiersky/
Website - https://www.howardtiersky.com/
Twitter - https://mobile.twitter.com/tiersky
Facebook - https://web.facebook.com/h.tiersky/?_rdc=1&_rdr
Dr. Lance Knaub, Best Selling author of The 4% Break-Thru, and founder of Denali Consulting helps entrepreneurs with 6 figure businesses to avoid overwhelm and burnout, and instead create the life they love while they are scaling by developing a leadership team and creating a self-sufficient business that is an asset.
He especially enjoys helping entrepreneurs earn healthy double-digit profitability AFTER paying themselves commensurate for their roles!
Key Takeaways.
The business side of healthcare.
How to gauge if your business is successful or not when it comes to physical therapy and healthcare in general.
The importance of delivering a good patient experience and earning great reviews from customers.
Dr. Lance’s experience working in sports physical therapy with semi-pro ball teams.
Improving patient engagement all through every touchpoint.
Dr. Lance elaborates more on his consulting style and what his mastermind program entails.
Connect with Dr. Lance
LinkedIn - https://www.linkedin.com/in/lance-knaub-aa600519/
Website - https://www.denaliconsultingteam.com/
Instagram - https://www.instagram.com/drlanceknaub/
Paul Ruppert is a CPaaS veteran mobile services executive, consultant and holder of 2 tech patents enabling global text messaging.
He is a skilled negotiator with 25 years of experience at C-Level messaging, mobile and tech sales.
Graduated from Harvard in Public Policy, Paul served over a decade as policy advisor in cabinet agencies, White House and US Senate.
Paul Ruppert has had an exceptional record in strategic partnerships forging connections and collaborations in private sector tech companies combined with senior legislative, policy and political experience at the highest levels of the public sector.
He has an executive career marked by talent mixing enabling his success in building startups to billion dollar valuations, globally scaling enterprises and forging cross border, cross functional and cross company negotiations.
Paul is now the President of Global Point View Ltd, a strategy consultancy providing insights and plans for commercial scaling, partnerships and acquisitions to companies looking to leverage mobile services.
His clients have included Facebook, MasterCard, Western Union, Liveperson, PE firms including HIG Capital, Warburg Pincus, and other firms looking to leverage mobile services as part of their plans for conversational commerce.
Key Takeaways.
- Paul’s unlikely journey into the world of telephony.
- The rise and domination of mobile phones. Why phone technology has been spreading like wildfire over the years.
- The text messaging business.
- The connection between mobile tech, commerce and globalization.
- How to plan and implement your business strategies.
- The six factor analysis. How to leverage time, people, talent money, will and technology in the execution of your ideas.
Connect with Paul
Linkedin - https://www.linkedin.com/in/paulruppertintl/
Company Website - http://www.globalpointview.com/
Personal Website - http://www.paulrruppert.com/
Peter Voss is a Serial Entrepreneur, Engineer, Inventor and a Pioneer in Artificial Intelligence.
Peter started in electronics engineering, then fell in love with software. His first major success was developing a comprehensive ERP package and taking that company from Zero to 400-person IPO in seven years.
Fueled by the fragile nature of software, Peter embarked on a journey 15+ years ago studying what intelligence is, how it develops in humans, and the current state of AI. This research culminated in the creation of our natural language intelligence engine that can think, learn, and reason -- and adapt to, and grow with the user.
Currently, Peter focused on commercializing the second generation of his AGI-based ‘Conversational AI’ technology called Aigo
Key Takeaways.
- Peter explains what artificial general intelligence is, and how he coined the term.
- Peter’s journey in starting SmartAction in 2006; And how this company disrupted the contact center industry.
- What Peter hopes to achieve with cranking up the IQ of AI technology.
- Interpreting AI from the eyes of the customer.
- What the future holds for the many generations of AI that are in daily contact with the customer.
- How can we create a better customer experience by using systems
- The determining factors behind AI systems with high reasoning capabilities
- The various advantages of incorporating High IQ, AI systems into company automation services both for the consumer and the company.
- The vast use cases of chatbots and their applications in various industries.
Connect with Peter.
LinkedIn - https://www.linkedin.com/in/vosspeter/
Personal Website - http://optimal.org/voss.html
Company Website - https://aigo.ai/
Twitter - https://twitter.com/peterevoss
Tom Shapiro is a B2B marketing leader bringing you lateral thinking and marketing innovation to unleash growth. Through the years, he has helped clients generate more than one million new business leads.
Tom is the Author of “Rethink your Marketing; 7 Strategies to Unleash Revenue Growth.
He specializes in marketing strategy, digital strategy, lead generation, SEO, content marketing, conversion optimization and behavioral analysis
Tom is also Passionate about Neuroscience, Psychology, and Behavioral Science.
Tom’s thoughts have been published in Chief Marketer, CMO.com, CNN, Forbes, and MarketingProfs, and he’s spoken at more than 30 industry events including INBOUND, Pubcon, and Digital Summit.
For the second time round, Tom joins me on the podcast today as we discuss digital marketing, lead generation and content generation.
Key Takeaways.
- Rethinking your lead generation strategy. How and why stale marketing and lack of innovation has grown to become a stumbling block for most companies
- How the Covid pandemic has affected the events industry.
- The customer centric approach used by Tom and his team to analyze and understand customer needs.
- A sneak into Tom’s book. Why the craziest and most laughable ideas can turn out to be the best ideas.
- The importance of revisiting your website inorder to innovate and generate more leads.
- Learning to create web content that focuses on the customer.
Connect with Tom
Linkedin - https://www.linkedin.com/in/tomshapiro/
Personal Website - https://tomshapiro.com/
Company Website - https://stratabeat.com/
Twitter - https://twitter.com/TomShapiro
In her coaching and her business, Patti Mara is always looking for the “shifting point”—the piece of the puzzle that opens up a new level of results.
Patti has spent over 20 years helping companies and individuals take a fresh look at the way they operate. This unique insight helps them reach their full potential, enhancing customer experiences and dramatically increasing their growth, customer retention, and profit.
She is the author of UpSolutions – Turning Your Team into Heroes and Customers into Ravings Fans; creator of The Profit Generator, Breaking Through Barriers and The Business Reinvention Blueprint.
Key Takeaways.
- Finding the shifting point. Where both the employees and the customers take part in the system to meet the need, create more impact and grow your brand
- Implementing the Inside out technique. How to analyze and make changes to your business strategies.
- Learning to create value in the marketplace.
- Creating deep, long-lasting relationships with your customers.
- Adapting to the ever-changing life and market culture whilst still conducting your everyday business operations.
Connect with Patti
LinkedIn - https://www.linkedin.com/in/pattimara/
Website - https://www.pattimara.com/
Twitter - https://twitter.com/pattimara?lang=en
Instagram - https://www.instagram.com/patti.mara/
Charlotte Crabtree is the founder and head coach at Reflex Coaching.
Equine-Facilitated Learning is the main practice that she leverages at her company; A practice where participants (either individually or as a group) work with a horse through challenges or obstacles to complete a series of tasks.
Equine Facilitated Learning workshops are well-suited to individuals and groups alike, and are designed with specific objectives in mind, such as: team building & employee engagement, leadership skills development, stress management, goal-setting, planning & reflection.
Key Takeaways.
- What is Equine Facilitated Learning? How Charlotte partners with horses in order to teach leadership skills.
- Why Companies should be able to turn training into an experience.
- Creating a human centered leadership style
- The pros of investing in great EX practices.
- The connection between EX and CX
- Branding. Why employee feedback is key to attracting good talent.
- How Covid19 has affected the workplace environment.
- Work-Life integration in the current socio-economic climate.
Connect with Charlotte.
LinkedIn - https://www.linkedin.com/in/charlottecrabtreeofficial/?originalSubdomain=uk
Website - https://www.reflex-coaching.com/efl
Instagram - https://www.instagram.com/reflex_coaching
Rama Sreenivasan is co-founder and CEO of Blitzz - a live, remote video support and inspection platform.
Founded in 2017, Blitzz helps companies save time and money by getting things like home inspections, audits, and equipment troubleshooting done faster and safer.
Key Takeaways
- Improving communication through flawless audio and face to face video interactions.
- The diverse Blitzz qualities that help consumers and businesses save effort and money.
- Professional and security features that makes Blitzz stand out from its close competitors like WhatsApp and Facetime.
- Integrating Blitzz to other professional platforms for better workflow.
Connect with Rama
LinkedIn - https://www.linkedin.com/in/ramasreenivasan/
Website - https://www.blitzz.co/
Twitter - https://twitter.com/VivoDiy
Email - rama@blitzz.co
Dave Erickson has 30 years of very diverse business experience covering marketing, sales, branding, licensing, publishing, product development, manufacturing, software development, PR, social media, advertising, SEO, SEM and international business.
A serial entrepreneur, Dave has started and owned business in the USA and Europe, as well as doing extensive business in Asia and even found time to once serve on the board of directors for the Association of Internet Professionals.
Prior to ScreamingBox, he has been a primary partner in building the Fatal1ty gaming brand and licensing program; and has run an internet marketing company he founded in 2002.
Mr. Erickson has a Bachelor of Business Administration with an emphasis in Computers and Business from National University
Key Takeaways.
- Connecting with customers in order to understand what they truly need.
- Working with detailed and organised clients vs working with new and unaware clients.
- How to assess and organize client personality tests.
- Building long lasting business relationships.
- How to think of your client not just as a customer, but as a business partner.
- How changes in technology and consumer behavior directly affects customer and employee experience.
- Levering new technology in order to make faster and cheaper business processes
Connect with Dave
LinkedIn - https://www.linkedin.com/in/daveerickson1/
Website - https://screamingbox.com/
Email - dave@screamingbox.com
Mike loves supporting and helping entrepreneurs bring their dreams to fruition, break through barriers, and achieve massive success. He’s lived in the entrepreneurial shoes since he was 26 and has been through - and still is - the roller coaster they are.
Mike, is an entrepreneur who has helped start, grow, and sell two amazingly successful waste management companies. One sold for mid-8 figures and the other sold for low-9 figures.
He’s a servant and leader with a proven talent for developing exciting vision and mission initiatives, building the teamwork talent and systems necessary to realize those initiatives, and executing with a team to deliver the desired results.
Key Takeaways.
- Mike’s business idea sparks, and his journey into the entrepreneurial world.
- Acquiring the knowledge needed to start and run a business.
- How Mike applied his old school strategies in bridging business and technology.
- Attracting the right talent for your business.
- A look into Mikes book “Owner Shift: How Getting Selfish Got Me Unstuck”
- Entrepreneurship 101. How to find and fill a need.
Connect with Mike.
Website - https://mikemalatesta.com/
LinkedIn - https://www.linkedin.com/in/mikemalatesta/
Facebook - https://web.facebook.com/mike.malatesta.92?_rdc=1&_rdr
Twitter - https://twitter.com/MikeMalatesta
RJ is the President and CEO for UniFi Equipment Finance; A wholly-owned subsidiary of the Bank of Ann Arbor. RJ joined Bank of Ann Arbor in August 2013 as an Executive Vice President and Chief Sales Officer.
With more than 20 years of experience in the equipment finance/ banking industry, he brings valuable experience in commercial banking, investment banking, and business banking.
Previously, he served as Vice President for Everbank Commercial Finance, Inc., where he was responsible for the growth within the Technology Division.
RJ is a frequent author of blogs and articles in industry trade publications on digital innovation and leadership topics.
Join us on the show today as we discuss and share tips on how to embrace an intrapreneurship culture within an organisation.
Key Takeaways.
- RJ’s career journey. How he fought hard to be seen as more than just a salesperson.
- Why selecting a business partner you vibe with is good for networking.
- RJ’s passion in helping small companies thrive through an intrapreneurship culture.
- How being more engaged can help reduce your organization’s turnover.
- Benefits of an intrapreneurship culture; Innovation, customer success, process improvements and quality products/services.
Connect with RJ
Website - https://www.teamunifi.com/index.aspx
RJ’s Website - http://rjgrimshaw.com/
Software - https://www.teamunify.com/swim-team-management-software/
Twitter - https://twitter.com/rjgcoach
John and Mark Cronin are the father-son team that founded John’s Crazy Socks, the world’s largest sock store. John is an entrepreneur who just happens to have Down syndrome.
John’s Crazy Socks is an internationally recognized social enterprise with a mission to spread happiness and show what people with differing abilities can do.
Their mission infuses all aspects of their business. More than half their employees have a differing ability. Their Giving Back Program starts with a 5 percent pledge of profits to the Special Olympics and has raised over $450,000 for their charity partners.
With over 29,000 online five star reviews, you’re guaranteed to fall in love with not just their physical product, but the happiness they share.
Key Takeaways.
- Building John’s Crazy Socks from a simple idea.
- John’s job scope as the company’s Chief Happiness Officer.
- How having a mission a mission and business purpose can help you connect with community
- The business and social model that ensures John’s Crazy Socks stands out from the rest.
- Going the extra mile when packing and delivering your company products.
- How to establish personal connections with your customers.
- Why a happy customer is good for business
Connect with John's Crazy Socks
Website - http://johncrazysocks.com/
Facebook - https://web.facebook.com/johnscrazysocks?_rdc=1&_rdr
LinkedIn - https://www.linkedin.com/company/john-s-crazy-socks/
YouTube - https://www.youtube.com/c/Johnscrazysocks
Email - service@johnscrazysocks.com
Michael Solomon is a professor of marketing in the Haub School of Business at Saint Joseph’s University in Philadelphia. He is also a marketing consultant and published Author of the most widely used book on consumer behavior in the world, “Buying, Having, and Being.”
A thought leader in marketing and advertising, Michael’s presentations reveal cutting-edge trends in advertising and marketing, branding, consumer behavior, and social media.
Michael is a regular Contributor at Forbes.com, where he writes about retailing, consumer behavior and branding.
He has spoken to Fortune 500 companies, top advertising agencies, associations and branches of government on five continents and received rave reviews.
Key Takeaways.
- How Consumer behavior changed over the last couple of years.
- Why consumers tend to go for long-term, well established business brands.
- How the pandemic has affected consumer behavior and expectation.
- Understanding the ever-changing consumer behavior; and why it’s a bad idea to over-promise when marketing.
- The rise and power of influencer marketing.
- How to modify your marketing strategies so that they fit in today's modern society
- Ramping up customer engagement. How to turn bored customers into brand fanatics.
- Learning to take care of the loyal customers first
Connect with Michael
Website - https://www.michaelsolomon.com/
LinkedIn - https://www.linkedin.com/in/michaelsolomon/
Twitter - https://twitter.com/mikesolo
Facebook - https://www.facebook.com/Michaelsolomonwhywebuy/
Ryan J. Warriner is the Director and Executive Coach of Professional Presentation Services. With over a decade of professional speaking experience and expertise, Ryan has mastered the science and art of presentations.
He has developed a compassionate, strategic, highly effective approach to speaking and presenting.
Ryan enhances organizational success and maximizes performance through advanced coaching and training strategies. He empowers corporate professionals to optimize their communication and ultimately, their effectiveness.
Key Takeaways.
- How modern technology has led to the erosion of vital interpersonal communication skills.
- How to showcase your leadership and communication skills when making a presentation.
- Analysing and understanding your audiences.
- Killer introductions as a way of commanding your audience’s attention.
- Choosing the right language to communicate in.
Connect with Ryan
Website - https://www.professionalpresentationservices.com/
Email - ryan@professionalpresentationservices.com
Daniel is an entrepreneur, podcaster, best-selling author, and speaker.
He’s the owner of Quest Education, a company that helps entrepreneurs obtain capital for their companies, pay off high interest debt and make money tax free using a self directed retirement account.
Looking for where could you use some extra funds right now to help your business grow? Then listen in.
Key Takeaways;
- How you can access money in your retirement account. Penalty and tax free.
- The downside to setting up a solo 401k with bigger wall street based companies as compared to having a self directed account.
- Where and how to invest 401K money.
- The two ways you can access the money from a solo 401k account.
- Major concerns in regard to retirement money.
- How Daniel’s business model and quest education scale.
Connect with Daniel
Website - https://www.danielblue.me/
LinkedIn - https://www.linkedin.com/in/daniel-blue-5b1339113/
Facebook - https://web.facebook.com/people/Daniel-Blue/100026753792739/
Podcast - https://podcasts.apple.com/us/podcast/how-winners-win/id1554021186
Alan Lazaros is a professional speaker & business coach specializing in helping businesses maximize their growth, impact & profitability online. He is also the Founder & Host of Next Level University, a Global Top 100 Self-Improvement podcast.
Alan’s core belief is a heart-driven approach to inspiring, motivating & educating others on what it really takes to get to the next level.
Key Takeaways;
- How Alan helps his clients optimize their personal lives and business to the next level.
- How to get out of your comfort zone by overcoming your fear of uncertainty.
- Being specific about your goals and how to achieve them.
- Focusing on long term results as a way of motivating oneself.
- Rising above the competition. How to focus on quality as a way of promoting your products and services.
- Sticking to your core values as a way of branding your business.
- Envisioning The perfect customer experience - Keeping your customers uninformed about the obstacles and challenges in regard to the production of your goods or services.
Connect with Alan.
Website - https://www.nextleveluniverse.com/
LinkedIn - https://www.linkedin.com/in/alanlazarosllc/
Twitter - https://twitter.com/alazaros
Podcast - https://podcasts.apple.com/us/podcast/next-level-university/id1221110027
Over a 40 years career, James worked in marketing and advertising at a high level. Since 2010, he has built his clients’ businesses with digital marketing.
James is an accomplished, forward-thinking marketing professional. His clients included Sprint, Apple, Wells Fargo online bank, Nestlé, and Toyota. They appreciate his practical, no-nonsense approach.
He cuts through the noise and with a plain-spoken style, helps business owners understand how they can use their website and digital marketing to grow.
Key Takeaways;
- Why it’s important to focus on your smallest circle of customers that generate most of your leads.
- Sealing the deal. Effective ways to speak to all your potential and current clients.
- How to make your best customers feel appreciated and prioritized.
- The 5 different ways in which best customers contribute revenue
- The relationship marketing mindset shift.
- Website marketing. How to ensure that your web pages have all the required elements.
- Inspiring your sales team as a way of improving customer experience.
- Creating content for both loyal and prospective customers.
Connect With James.
Website - https://inn8ly.com/#why-inn8ly
LinkedIn - https://www.linkedin.com/in/jameshipkin/
Michael Epstein has served as CMO of multiple Ecommerce Brands, where he leveraged mailing as a way to improve customer loyalty, retention, and profitability.
He’s now a principal at PostPilot, a platform that allows entrepreneurs, retailers and organizations to send personalized postcards and handwritten cards automatically and at scale.
Key Takeaways.
- PostPilot, and the ability to send targeted, handwritten postcards without much effort.
- Leveraging postcards to rise above the digital noise.
- Integrating and personalizing postcards into any marketing strategy.
- Customer acquisition and retention. How to place processes in place to ensure flawless results in your marketing campaigns.
- Sending prospective messages without arousing any suspicions from your potential clients.
Connect with Michael.
Linkedin - https://www.linkedin.com/in/mepstein1/
Website - https://www.postpilot.com/
Dr. Ty Belknap is a techy-nerd internet marketing coach, SEO specialist, introvert and author.
The first book he co-authored, Special Edition Using Windows 98, became an Amazon.com best-seller. He also has three degrees in leadership, including a Doctor of Strategic Leadership in Life Coaching.
Dr. Ty is the author of three books: Leadership for Introverts, Timeless SEO Secrets that Search Engines Don't Want You To Know About, How To Get Exploding Referrals Through Networking. He is the founder of Port Bell SEO, where helps entrepreneurs and businesses with SEO and internet marketing.
Key Takeaways
- Defining what SEO is, and the best ways you can approach it.
- How staying Local boosts your chances of being at the top of search engines.
- Content creation. What to put on your website and blog posts.
- Consistency in article writing and publishing.
- How to find out whether or not your website is ready for SEO
- Three tips to help your company rank better and get more customers
Connect with Dr. Ty
LinkedIn - https://www.linkedin.com/in/portbell/
Website - https://www.portbell.com/
Twitter - https://twitter.com/MycoachTy
Wayne Mullins is a passionate entrepreneur committed to creating remarkable experiences, and building a team at Ugly Mug Marketing that produces extraordinary results for their clients.
He has been called “the guru’s guru,” as he is regularly called upon for advice from industry leading CEO’s, New York Times Best Selling Authors, and Silicon Valley startups.
He loves helping entrepreneurs challenge their assumptions, create value from places they’ve never looked, and reach goals they never believed possible.
Wayne’s work directly influences more than a quarter million entrepreneurs annually through his blog, books, and training programs.
Key Takeaways.
- Learning through experience. How Wayne earned himself Sales skills through hard work.
- The importance of culture in building a high performing business environment.
- Engineering the selling process as a way of improving customer experience.
- Why your website has to match your business culture.
- How to always receive feedback from all your customers.
Connect with Wayne
LinkedIn - https://www.linkedin.com/in/fireyourself/
Website - https://www.uglymugmarketing.com/
Danna Olivo is a business growth strategist, serial entrepreneur, and public speaker who has over 35 years of experience in the architecture and construction business.
Commonly referred to as The Business Birthing Specialist, Dana is also the founder and CEO of MarketAtomy Academy, a vehicle she uses to work with small and medium business owners (SMBs) to help them build an infrastructure for scalable growth.
Key Takeaways
- How to get over the hump of figuring out your market by learning to identify and reach your target audience.
- How MarketAtomy Academy targets and helps micro entrepreneurs turn their prospective customers to raging fans.
- The outside-in approach of working your way from the customer into the business.
- The vital role that Teamwork plays in the journey map of a business.
- Staying in touch with the customer in order to gauge the various changes in demographics, population or technology that may affect the customer’s decision to purchase a product or service.
Connect with Danna
Website - https://www.marketatomy.com/
LinkedIn - https://www.linkedin.com/in/dannaolivo/
Twitter - https://twitter.com/dannaolivo
Email - danna.olivo@marketatomy.com
Flip Brown is the Founder and Owner of Business Culture Consultants. He runs his organization with the sole objective of helping good people in great organizations get better results through management consulting, executive coaching, and team facilitation services.
Are you the owner or leader of your business, company or organization? If so, then tune into the show and listen in as Flip provides you with the options to improve your workplace culture.
Key Takeaways.
- Why most company executives are always hesitant to address issues concerning culture
- Culture Training. The reason why so many of them are unsuccessful, with the employees resetting back to their default culture despite having been empowered with new information.
- Key indicators that your business needs the services of a business culture consultant.
- Supportive confrontation and how it links into better conflict management skills.
- Slowly implementing new behaviour into an organization to create better business culture and enhance customer experience.
Connect with Flip
Website - https://businesscultureconsultants.com/
Twitter - https://twitter.com/FlipBrownVT
LinkedIn - https://www.linkedin.com/in/flipbrown/
Email - flip.brown@icloud.com
Joe is a freelance SEO consultant with more than 17 years experience. He started out as a self taught web designer in the mid-nineties.
Joe created Mr-SEO in 2004 and became a leader and recognized expert in the SEO community. In 2008 Joe sold Mr SEO to pursue other marketing ventures.
He later took a role at ALM Media as head of SEO, creating marketing strategies for over 30 websites.
Key Takeaways.
- Expectation and Experience. The power of Testimonials to drive your sales.
- Drafting the right SEO strategy for your business.
- How to differentiate yourself from your competitors.
- Building trust and reputation with your potential customers.
Connect with Joe
Website - https://www.joebalestrino.com/
Linkedin - https://www.linkedin.com/in/joebalestrino/
Twitter - https://twitter.com/joeybalestrino?lang=fi
Adam Sinkus is Digital Marketing Specialist and a Culture-Driven Leadership trainer and consultant. He’s the host of The Winning Tactics Podcast where he loves to discuss how leaders ultimately drive the culture of a business.
As a branding strategy consultant , Adam shows companies how to leverage social media and SEO tactics in order to understand their customers better, and increase productivity and profit.
Key Takeaways.
- Consumer processes and behaviour. How they’ve changed over the years, and how to focus on value content when marketing online.
- Storytelling as a way of creating killer content for marketing newbies.
- How to earn the consumer’s trust by creating content from personal experiences.
- How to use the great keywords for your business in order to attract the right customers.
- Pinterest and Youtube; How they differ from other top social media platforms and how to figure out whether they’re the right platforms for you.
Connect With Adam
Website - https://www.myrooferseo.com/
LinkedIn - https://www.linkedin.com/in/adamsinkus/
Twitter - https://twitter.com/AdamSinkus
Michael leads the Customer Experience team at ASAPP. He works with customers like JetBlue, American Airlines, and Dish to help them implement AI solutions that augment and automate human work, empowering people to be their best. Prior to joining ASAPP, Michael served as SVP of Customer Care at Samsung, and held executive CX leadership roles at Electronic Arts and Apple.
Key Takeaways.
- Taking care of your agents. Employee satisfaction = Customer satisfaction
- Machine learning. How to elevate your agents into highly specialized roles by leveraging technology
- Attrition levels in Call Centre Agent roles. Why they're so high, what they cost, and what can be done to reduce them.
- Empowering your employees with the right tools for work.
Connect with Michael
Website - https://www.asapp.com/
LinkedIn - https://www.linkedin.com/in/michael-lawder
Twitter - https://twitter.com/michael_lawder
Email - ml@asapp.com
Today I'm joined by another interesting guest. Carnellia Ajasin. She is the CEO of Mind Katalyst, an innovation design and strategy technology firm. Carnellia is also a product executive, business advisor, investor and author.
Carnellia and her team help ambitious organizations, nonprofits, and entrepreneurs stay relevant, understand digital trends, emerging technology, and create growth through the development of meaningful and purposeful software and hardware products and services.
She’s held senior level positions at Oracle DBA at Ernst & Young and Capgemini, leading enterprise-wide technology implementations throughout North America and in Europe. Carnellia has been intimately involved with many emerging technologies and is passionate about supporting the global entrepreneur and startup ecosystem, align, strategize, innovate, execute and expand purposeful tech product ideas.
Key Takeaways
- Carnelia’s inspiration. Intentional building of technology that’s really meant to improve the lives of other people
- Purposeful and meaningful technology.
- Cleaning your phone. Making sure you're really being efficient in terms of the type of technology, the apps, and the software that's actually on your devices.
- Things to consider when buying an application.
- Testing and improving prototype products.
Connect with Carnellia:
Website - https://mindkatalyst.com/
Instagram - https://www.instagram.com/helloiamcarnellia/
Twitter - https://twitter.com/CarnelliaAjasin
advertising agencies before opening his own agency.
As a psychotherapist, Paul has worked with individuals and couples & also consulted with teams and organizations. Specialising in client relationships, he now works internationally to facilitate change between agencies and their clients.
Key Takeaways.
- Staying in control when it comes to direct relations with your customers. Becoming aware of the power of your negative voice and how to negate it
- Productivity tips. Managing the system and managing the self for better performance in the new virtual world.
- Optimism bias and how it blinds people from seeing what the real problem is
- Rating your performance as a company.
Connect with Paul
Website - https://paulcowan.com/
LinkedIn - https://www.linkedin.com/in/paul-cowan-154208/
Book - https://www.amazon.com/Connecting-Clients-rewarding-longer-lasting-relationships/dp/0857198599
Tab pierce is a mentor, speaker, and the president of Caliber Security Partners; an organization that helps businesses transition past their barriers to growth, protect their business assets, and recover after a breach or data loss.
In today’s episodes, Tab shares how his company was faced with a $750,000 debt after a series of bad business and personal decisions. Tune in and find out how Tab was able to overcome his impossible life and business situation through disciplining his mind into positive thinking.
Key Takeaways.
- How to set your parameters for the day, and handle your to do list.
- Relationship building. How creating real, genuine relationships proved to be Tab’s saviour in his time of need.
- Prudence. Why it’s important to analyse your options before making big financial decisions.
Connect with Tab Pierce.
LinkedIn - https://www.linkedin.com/in/thetabpierce/
Website - https://www.tabpierce.com/
Amazon - https://www.amazon.com/Tab-Pierce/e/B088PBKHJ9%3Fref=dbs_a_mng_rwt_scns_share
Ruben Ugarte is a Data and Decision Strategist. He’s also the author of the Data Mirage: Why Companies Fail to Actually Use Their Data.
Passionate about helping small businesses and entrepreneurs leverage the power of data, Ruben has helped over 75 medium-sized and large enterprises use data to make higher quality decisions. Decisions that result in significant performance boost, increased profits, and team building.
Key Takeaways
- Maximizing the data assets you have. Using your data the right way so you can optimize your output.
- Making your data easily accessible to your team.
- Rating your organizational structures from a scale of 1-10 based on 5 Factors: technical expertise, probability thinking, alignment with Business strategy, the role of Technology, and the decision making process.
Connect with Ruben
Website -https://rubenugarte.com/
LinkedIn - https://ca.linkedin.com/in/rubenugarte
Twitter - https://twitter.com/ugarterd?lang=en
Book - https://www.amazon.com/Ruben-Ugarte/e/B08VRJR7N9%3Fref=dbs_a_mng_rwt_scns_share
Brian Bergford is what many would call a Personal Performance Magician. He specializes in performance psychology, and coaches and develops customized performance systems for his clients.
Brian is also an athlete, speaker, and an entrepreneur who owns three successful businesses.
His experience working with clients throughout the years has proven his thesis that mindset mastery through mental training is crucial for world-class performance.
Key Takeaways.
- The self-mastery process. The key to solving your own problems, and why you need a performance coach to help accelerate the process.
- The key role that competitors play in fueling our ambitions.
- How performance, culture and customer experience cross paths.
- Communication and Ethnography. How to adapt yourself to your client’s needs in order to understand and serve them better.
- Benchmarks and Milestones - How to actively track your goals.
Connect with Brian
Website - https://www.bergfordperformance.com/
Facebook - https://www.facebook.com/bergfordperformance
Instagram - https://www.instagram.com/brianbergford/
Twitter - https://twitter.com/brianbergford
Linkedin - https://www.linkedin.com/in/brian-bergford-35158912b/
Tim Creasey is the Chief Innovation Officer at Prosci. He’s a dynamic speaker, researcher and thought leader on managing the People Side of change; in order to deliver results and outcomes.
Key Takeaways.
- Getting to define and understand the main concept behind change.
- The phases involved in change, and how to utilise them in order to better yourself, your team, and your organization.
- Involuntary digital transformation. How the world has been forced to adapt to the socio-economic changes brought by covid.
- Reflecting at how business operations were scrambled with some yet to recover.
- Taking a more detailed look at how organizational processes and cultures were scrambled as a result of covid back in 2020 when businesses were closing.
- Re-imagining a modern workplace post covid.
- Figuring out whether or not the 'where & when' of your business matters.
Connect with Tim
Website - https://www.prosci.com/
LinkedIn - https://www.linkedin.com/in/timcreasey/
Mark Noon is the founder of Leadership10 an organization that seeks to create leaders who boldly impact their organizations, communities, and families.
They create a positive, challenging environment (of learning) marked by the introduction of knowledge, encouragement of understanding, and cultivation of skills & passion for future leaders.
Key Takeaways.
- Leadership preparation and how individuals can step into the roles of leadership.
- How to engage your team in order to maximize their effectiveness and overall productivity.
- How to keep our customers motivated and inspired to work with us.
- The four elements of C4. Communication, Concern, Coordination and Confidence.
- Learning from your competitors. What are they doing and how can you better it?
Connect with Mark
Website - https://leadershipten.org/
LinkedIn - https://www.linkedin.com/in/mark-noon-90865836/
Linda is a speaker, author, and coach who focuses on authenticity as a way to help small business owners take their next best step.
Some of the projects and organizations she’s worked with include Kimpton hotels & restaurants, Jamba Juice, and Disney.
Key Takeaways
- The key qualities to be authentic in a business; Transparency, honesty, originality, and being real.
- How authenticity reflects in business “Your Brand is your outward-facing personality”
- Building Credibility in business to attract more clients and do well in the market.
- How to survive copying competitors - What matters is the whole experience the customer has in your company.
- Hiring people that will carry the same Authentic Torch; Drafting job descriptions that describe the cultural vibe of your company.
- Why authenticity matters to customers - They get to see what the company is all about, which simplifies their choice making.
- Key points to help companies train their employees to be more authentic
Connect with Linda.
Website - https://lindabasso.com/
Facebook - https://www.facebook.com/LindaBassoCoaching
Instagram - https://www.instagram.com/lindabassocoaching/
LinkedIn - https://www.linkedin.com/in/lindabasso/
Vance Morris is a former Leader at Walt Disney World. He now shows companies how to increase profits, client retention, and employee engagement by adapting the strategies he learned in over a decade at Walt Disney World.
Main topics addressed in our interview today.
- Theming. The magic that goes into designing a destination as magical as Disney World.
- Plusing - Constant process improvement.
- Systematic magic. Seven magic keys to disnify your business - Looking at Disney's strategies and how you too, can employ the same strategy to grow your business or brand. Some of the tips Vance explains include; Focusing on the details, Service Standards, Safety, Courtesy, and Efficiency.
- Learning how to manage your onstage, and offstage business operations.
- Why businesses need a Customer experience level agreement.
- Simplifying the mission of your business for easier employee engagement.
- Marketing yourself with an intention of evoking emotions.
Connect with Vance.
Website - https://www.deliverservicenow.com/
Podcast - https://podcasts.apple.com/gb/podcast/systematic-magic-with-vance-morris/id1497798575
Joining me on the show for the second time now is Jim Tincher.
Jim is a nationally recognized customer experience expert, journey mapper, trainer, speaker, and author.
He sees the world through the eyes of customers, and draws on years of experience, cutting-edge scientific research, and real-world success stories to help audiences understand how to win over customers.
To listen to our previous interview, feel free to listen to episode 31; Determining the Killer Metrics for Your CX Initiative with Jim Tincher
Below are some of the main topics Jim and I discuss on today’s episode.
- Changemakers. Who they are and why they tend to focus on value.
- The North Star Emotion. Designing products and services so that they bring out one emotion instead of multiple emotions.
- Deliberate change management. How to get everyone on the same page in an organizational setting.
- Leveraging data and technology.
- Predictive Value Chains. - Promoter Scores and how it improves retention.
- The link between promoter scores and emotions; Why and how emotions predict future Promoter Scores.
- How to design an experience for the right emotion.
- Using your North star emotion to gain competitive advantage in business.
Connect with Jim
Website - https://heartofthecustomer.com/
LinkedIn - https://www.linkedin.com/in/jimtincher/
Email - Jim@heartofthecustomer.com/
Dom Einhorn is the Founder and CEO of Uniqorn. A rural based incubator based in southwestern France
In 2018, Dom who had previously been working and residing in the USA, moved to France and settled there with a single focus: to build the world’s largest rural incubator-accelerator. Uniqorn.
As an investor, Dom has provided seed funding to over 20 technology startups. He regularly scours the world for the next breakout startups in the field of; fintech, digital media, augmented reality, artificial intelligence, edtech, health tech and food tech.
Main points from today’s interview.
- Dom’s main motivation behind starting Uniqorn.
- The current digital era; Why everyone should be able to work from anywhere in the world, regardless of their profession or lifestyle.
- Adapting to the effects of Covid. How we’ve managed to change our behaviours in order to comply with the current socio-economic climate.
- The massive amount of time that’s saved in our daily routine when we switch to digital.
- NFTs and reminiscing the early days of ebay.
- How Technology is merging fiction and reality and in doing so opening up the gateway to endless possibilities in business.
- The process that goes into making the decision whether or not to invest in a startup.
Connect with Dom
Website - https://uniqornincubator.com/
Instagram - https://www.instagram.com/domeinhorn/?hl=en
LinkedIn - https://www.linkedin.com/in/uniqorn/
Facebook - https://www.facebook.com/dom.einhorn
The Startup Supercup - https://startupsupercup.com/
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Elizabeth Power is a sought-after speaker, teacher, and consultant. She’s the founder and CEO of EPower & Associates and is also an expert in trauma and mental care.
Elizabeth is passionate and skilled in helping people in the areas of change, resilience, selfcare and alignment.
In the episode today, Elizabeth and I cover;
- Trauma informed care and its role in customer support.
- Why we should learn to be kinder to ourselves.
- The role of human connection in customer experience.
- Empathy; How customer care agents can learn and grow from putting themselves in the shoes of a customer when there's a complaint or call in.
- The instant gratification culture that has come to be considered as the norm.
- Customer's emotional mindset.
- Levels of relationship.
- Using memory and experience to anchor a more positive attitude within ourselves.
- Emotional intelligence as a means of helping customer call center agents deal with grief and (or) anger.
Connect with Elizabeth
Website - https://www.elizabethpower.com/
Instagram https://www.instagram.com/epower953/ -
LinkedIn - https://www.linkedin.com/in/elizabethpower/
Facebook - https://www.facebook.com/ElizabethPoweronChange/
E.A. Csolkovits is an entrepreneur, business consultant, writer, and Founder of Givers University (A community of like-minded Givers who want to help others discover the Givers mindset and transform their lives).
E.A got into business at an early age of 16 at a commission sales job. At the age of 19, E. A. met Sam Robbins, a millionaire who mentored and guided him to become the success he is today.
Join E.A and I today, as we discuss;
- E.A’s Give To Be Great Book Series, which consists of 3 books.
- The difference between givers and takers. Learning how to discern them by deeds, and not individual personality.
- The 3Ds of takers; Defitism, Disruption, and Destruction.
- Building our relationships and community based on the kind of people we’d love to be around us, i.e Givers.
- DATA Reset. How a giver can overcome the temporary setback of becoming a taker.
- Getting over the fear of people taking advantage of you as a giver.
Connect with E.A
Website - http://www.giversuniversity.com/
Your Givers & Takers Awareness Quiz - https://giversuniversity.info/
Jane is the Senior Director of Product at Intercom. She’s also worked as the Chief Product Officer at Canon and Product Director for Moonpig.com.
Her main Roles revolve around; Product leadership, team leadership, innovation & culture change, and relentless customer focus:
In our interview today, some of the topics we discuss include;
- Conversational engagement and support
- What you as a business leader can expect by implementing conversational cx
- Providing personalized high quality customer support to build ongoing customer loyalty
- The type of businesses that are best suited for Conversational Technology as a strategy.
- Leveraging consumer trends data to keep up with Conversational strategies.
- Relationships with your customers through personalized messenger based experiences.
- Scaling your business without necessarily having to scale your support team.
- The future of conversational relationships.
Connect with Jane
Linkedin - https://www.linkedin.com/in/janehoney/?originalSubdomain=uk
Website - https://www.intercom.com/blog/
Stacy Sherman is the head of CX and employee engagement for Schindler, she’s also the CEO and founder of Doing CX Right, where she helps business leaders elevate customer experiences as well as employee satisfaction in order to gain brand loyalty.
In today’s episode, Stacy and I talk about:
- The multiple sources of getting feedback, and how to take action from the feedback.
- The Humanization of Business.
- CX Education at the University level.
- How important the employee experience is in driving a customer centric culture.
- The tools to use in your business
- Recognizing employees that do an amazing job
- Why leaving feedback and reviews is important.
- Using different points in the customer journey to improve customer experience
Connect with Stacy
LinkedIn - https://www.linkedin.com/in/stacysherman/
Website - https://doingcxright.com/
Twitter - https://twitter.com/stacysherman
YouTube - https://www.youtube.com/channel/UCQu4U9uRSUhPoQE-jTBYQ2A?reload=9
Jake McKee is one of the founders of the modern customer community movement.
A fully accomplished community professional, Jake focuses on designing and executing online community and social engagement programs in corporate and entrepreneurial environments.
Join us today as we discuss:
- How a community can be run by either companies or external fans.
- Aligning community goals with business objectives.
- How a community blends in a company with customers, in order to make them feel as part of something greater.
- Passion. Why you should build communities on your journey towards success.
- The generational change in expectations of the customer over time
- It’s more than just the numbers. How to build your life and business philosophy based on connection and intuition.
- The role of a community in a business environment.
Connect with Jake
Linkedin - https://www.linkedin.com/in/jakemckee/
Twitter - https://twitter.com/jakemckee?lang=en
Website - https://community5.com/
Hannah Steiman is the Chief Operating Officer at Peak Support, a company that specializes in building and managing dedicated teams of customer service agents to high growth companies in a wide variety of industries. Including; SaaS, e-commerce, Social Media, Business services, Transport and so much more.
She was the 1st American higher for the company, which was founded by her husband Jonathan in 2015, and they’ve ever since worked harmoniously together to exponentially grow the company.
In the episode, Hannah and I discuss;
- The procedures at peak support which guarantees better customer experience for their clients
- How to make outsourced agents part and parcel of the inhouse team
- Covid 19 and how it’s impacted the customer experience world
- How to evaluate an outsourcer.
- Active management:: Taking responsibility for the power and access that outsourcers have.
- Key performance indicators and how to hit your goals step by step
- Top to bottom participation in customer satisfaction.
Connect with Hannah
Linkedin - https://www.linkedin.com/in/hannahsteiman/
Email- hannah@peaksupport.io
Website - https://peaksupport.io/
Brenton is a customer experience advocate, and New Zealand’s first ever accredited CX Specialist. He’s also a podcast host, and a creator of good music.
In the episode today, Brenton and I discuss;
- The empathic side of CX. Getting in touch with real feelings to create emotional connection with the individuals.
- The Customer Journey Map which is based on the dopamine reward pathway
- Getting customers from purely assessing mode to become advocates of our product
- Working choice vs expectations
- How cx is changing relative to Digital Transformation that the world is undergoing
- How people are becoming more and more outcome oriented when it comes to fulfilling our terminal desires
- How technology is bridging together the old world and the new world
Connect with Brenton
Linkedin - https://www.linkedin.com/in/brentonmwebber/detail/contact-info/
Twitter - https://twitter.com/halftimeorange2
Website - https://www.halftimeorange.co.nz/
Sujan Patel
In his 14-plus years as a marketer and entrepreneur, Sujan Patel has helped hundreds of companies boost online traffic and sales and strengthen their online brand reputation. Patel is the co-founder of Web Profits and Mailshake.
Some of the topics we cover in today’s episode include;
- Sujan’s entrepreneurial journey. The obstacles he’s incurred along and his inspirational founding and growth of Mailshake.
- How to empower customers, and also turning to CX as an alternative to marketing.
- Solving customer problems by understanding friction points in their purchase journey.
- Getting to the root cause of major operation blocks in your business
- What to do and what not to do when designing products or services.
Connect with Sujan
Linkedin - https://www.linkedin.com/in/sujanpatel/
Twitter - https://twitter.com/sujanpatel?lang=en
YouTube - https://www.youtube.com/c/sujanpatel
Website - https://sujanpatel.com/
Filippo Lovotti is a User Experience and Design Leader passionate about growing UX talent and driving UX vision. For the past 15 years, Filippo’s main focus and attention has been on solving user’s problems through innovation.
At Zappos, Filippo is head and leader of the internal customer service UX team, where he works to create products and solutions to satisfy the end clients.
In the episode, we talk about;
The problem solving aspect of UX
How demographics are a key factor in understanding customers.
Leveraging quantitative and qualitative data to analyse and solve customer problems.
The operations at Zappos, and the secrets behind the world famous customer service team.
Connect with Filippo.
Linkedin - https://www.linkedin.com/in/filippoandrealovotti/?locale=en_US
Twitter - https://twitter.com/filippo_lovotti?lang=en
Podcast - https://theindustryofux.com/
Website - https://filippolovotti.com/
Bharat is the founder of Veristrat, and the host of What's it Worth? A YouTube channel that helps individuals understand valuations so they can maximize their returns.
Bharat has been a Business Valuation expert for more than 20 years, and has valued assets in real estate, industrial, personal property and financial assets.
Some of the topics we discuss in today’s episode include;
- Bharat’s process of valuing a business
- Why Cash Flow is the core agenda in determining the worth of a Business.
- Leveraging Customer Satisfaction to build a large network of consumers.
Connect with Bharat
Linkedin - https://www.linkedin.com/in/bharat-kanodia-asa/
Twitter - https://twitter.com/bharatkanodia1?lang=en
Check out his great videos on YouTube - https://www.youtube.com/c/WhatsitWorth/featured
Website - https://www.veristrat.com/
Dennis Moseley-Williams is an Experience Economy Specialist. He helps organizations in understanding the vital role that experience plays in the global economy.
A highly sought speaker, Dennis enjoys talking about how experiences can be crafted, and staged so that they can entice, educate, satisfy and transform. He’s the author of Serious Shift; A guide book on how the experience economy can be adapted to the financial services industries (But it can still be applied in other niches)
In the show, Dennis and I dive into the topics of; Transformation Economy, Experience Economy, and how they all relate in creating a personalized experience for your customers.
Connect with Dennis
Linkedin - https://www.linkedin.com/in/dennis-moseley-williams/?originalSubdomain=ca
Twitter - https://twitter.com/moseleywilliams?lang=en
Instagram - https://www.instagram.com/dennismoseleywilliams/
Website - https://www.moseleywilliams.com/
Kelsey Budd is the Group Director of Sales and Customer Experience at Surfacide.
Surfacide is an organization that focuses on UV disinfection technology. It uses UV light to inactivate dangerous pathogens in order to ensure that they’re not the source of disease transmission amongst staff members or customers.
The main theme of the show today is about safety, and why it’s important to ensure that employees and clients feel safe when they’re in physical contact with your business premises.
Other key topics discussed include:
- How to be empathetic when dealing with employees
- Agility as a key factor in organizational growth
- Ensuring customers are well trained when handling unfamiliar technology
Links Mentioned
https://www.surfacide.com/
Ben Motteram is a Customer Experience consultant based in Melbourne, Australia. He’s been a part of and helped leading brands in Australia in CX based projects like; Customer insights, employee engagement and company culture.
To be a world class CX organization, then you have to lead by example. Join in as Ben and I discuss the tips and strategies used by organizations like Amazon, Apple, and IKEA to stay at the top of the pack.
Links
Ben Motteram - What Sets the Best Customer Experience Companies Apart? (https://www.cxnetwork.com/cx-experience/articles/what-sets-the-best-customer-experience-companies )
Connect with Ben
Website - http://cxpert.com.au/
Twitter - https://twitter.com/CXpert
Linkedin - https://www.linkedin.com/in/benmotteram/?originalSubdomain=au
Brian Kale is the director of customer success at Bank Novo; a banking platform that’s ushering small business banking into the modern age with easy-to-use tools for businesses on the go.
Since Covid hit, the world has slowly been adapting to the new economic environment. Freelancers, startup founders, and small business owners have been opening bank accounts to effectively handle their everyday finances from the comfort of their homes.
On the show today, Brian helps us understand why it’s important to design a company based on the customer’s needs, and why focusing on empowering the customer is more important than regularly contacting them.
Brian also explains the vital role that every employee plays in ensuring customer satisfaction, and continued innovation in a business or start up.
Connect with Brian
Linkedin - https://www.linkedin.com/in/briankale/
Twitter - https://twitter.com/brianwkale
Website - https://www.banknovo.com/
Roman is a product innovation and design leader focused on creating products and services that open financial opportunities and protect the identities of consumers.
He has 15+ years of experience in Consumer-facing applications and B2B solutions, both on-premises and in the cloud.
As the host of UX Like Us Podcast, Roman enjoys mentoring others and sharing his knowledge and experience. Listen in as he discusses and shares invaluable tips and tidbits on what it’s like to consider customer insights and opinions when designing and marketing UX based products and services.
Connect with Roman
Linkedin - https://www.linkedin.com/in/romanbercot/
Twitter - https://twitter.com/stuporman?lang=en
Website - https://www.romanbercot.com/
Podcast - https://itunes.apple.com/us/podcast/ux-like-us/id1362088405
Did you know that there will be over 120,000,000 podcast listeners in the US by end of 2021? And that we are closing in on 1.7 million active podcasts? It's true. What does this mean for Customer Experience? If you think about it a company podcast is one of the best ways to get closer to your customers. They can see you not as a vendor of theirs but someone they listen to for advice and ideas and help once or twice a week. That is very powerful! On this episode I speak with Jason Cercone who helps businesses develop, design and establish their own podcasts. SPOILER ALERT: it is not as hard as you think.
You might want to take a listen to this episode and see that you too can do it, like I did and a million more have done.
To get in touch with Jason you can go right to his website at www.jasoncercone.com.
Also, we prepared the SketchNote for you to get more information from and one of those exciting exercises we give in each episode.
Join me on this quest to see if Conversation AI is just hype or the real deal. In this episode, I chat with Indrek Vainu. Indrek runs Alphachat.ai, an AI company automating customer experience through chat. He is an experienced entrepreneur having previously managed a 70-person machine learning company. Indrek holds a degree from Harvard University and is a frequent speaker at technology events.
Here is the Sketchnote we developed to help you better understand the concepts from Indrek.
Head over to alphachat.ai for more information on Conversational AI.
As Entrepreneurs and Business Leaders, we often have to make decisions that are beyond our comfort zone or in our expertise wheelhouse. That is just the facts! But, we need to become fluent in the language of those area or we can fall victim of those we seek help from.
Join me on this Episode as I interview Aman Y. Argarwal.
Aman is the Founder and President of SANPRAM Transnational, an executive education company, and a passionate teacher and writer.
He was formerly an engineer, building self-driving trucks in Silicon Valley.
Besides engineering, he has also been a B2B sales executive at two tech companies worth over $1 billion each.
Here is a great read to understand the critical need for us to have technical fluency as business leaders. Click here:
To learn more about Aman and his company head over to https://sanpram.com/
Trust isn’t something we typically think of as having an economic value. But scratch the surface behind the numbers appearing on any company’s balance sheet and trust — or a lack of it — appears everywhere. When trust increases, so do output, morale, retention, innovation and loyalty. Conversely, a lack of trust is a company’s single biggest expense.
At the core, problems are never about leadership, communication, sales, marketing or even finances. Every issue falls under one or more of the “8 Pillars of Trust.” These pillars correspond to eight specific traits that the most trusted leaders, brands and organizations have in common. The good news is that trust can be learned, practiced and profitable — with astonishing results.
Join me as I speak to David Horsager, the CEO of Trust Edge Leadership Institute and we learn why "TRUST" is one of the often overlooked reasons of problems in business today.
The Sketchnote from the episode.
Ways to get in touch:
WEBSITE: www.trustedleaderbook.com
SOCIAL MEDIA:
LinkedIn: https://www.linkedin.com/in/dhorsager/
YouTube: https://www.youtube.com/user/HorsagerLeadership
Facebook: https://www.facebook.com/trustedgeleadershipinstitute
Twitter: https://twitter.com/davidhorsager
Instagram: https://www.instagram.com/davidhorsager/
Some great links:
- Trusted Leader Book Site
- David Horsager Speaking Website
- Trust Edge Leadership Institute Website
- Trust Edge Coaching Website
Every once in a while, we stop and think to ourselves, "how much is enough"? I am talking about, how to balance Human-Interactions, Epic Cultures and Digitization. Most companies today have embarked on a journey of Digital Transformation and are trying to digitize as much of their world as they can, but how do you step back and really take a look at "The Balance" of these things? Eric Michrowski, CEO of Propulo Consulting stops by the ScienceOfCX Studios and we tackle just this issue.
Once you listen to this episode, you will understand the delicate balance that needs to exist in order to get Digital Transformation right. How the Human-To-Human Interaction will always exist and just how important it is to be intentional with how that works.
Our Sketchnote for this episode can be accessed here:
To get in touch with Eric or Propulo please use the following ways to connect:
-Propulo Website: https://www.propulo.com
-Eric’s Website: https://ericmichrowski.com
-LinkedIn (Eric): https://www.linkedin.com/in/ericmichrowski/
-LinkedIn(Company): https://www.linkedin.com/company/propulo/
-YouTube: https://www.youtube.com/propulo
-FaceBook: https://www.facebook.com/propuloconsulting
-Twitter : https://twitter.com/PropuloInsights
Join me on another great episode of Science Of CX as Jesse Purewal, stops by for a chat.
Jesse Purewal is a storyteller whose empathy, curiosity, and wit empower people to tell their own stories in inspiring, influential, and compelling ways. An expert in building brand, marketing, and CX strategies in high-technology categories, he is the lead of the Technology, Media, and Telecommunications Sector at Qualtrics.
Jesse and I got into some great discussions around how to build a great brand, how to drive your company's brand relevance, developing emotional connections and connecting your employees to your brand. This is a must listen to episode as there is so much in it. Almost too much to list.
Jesse Purewal is a storyteller whose empathy, curiosity, and wit empower people to tell their own stories in inspiring, influential, and compelling ways. An expert in building brand, marketing, and CX strategies in high-technology categories, he is the lead of the Technology, Media, and Telecommunications Sector at Qualtrics. Prior to joining Qualtrics, Jesse was a Partner at Prophet, where he worked with the leadership of B2B and B2B2C tech companies to drive growth through brand, marketing, and CX. He also originated and led the firm’s annual Brand Relevance Index, a global study of 50,000 customers that informs the drivers of brand relevance—and the most relevant brands—worldwide. Jesse is on the Board of Room to Read, a global nonprofit based in San Francisco. He has an MBA from Berkeley’s Haas School of Business, and a BS in Mathematical Methods in Social Sciences (MMSS) with a Minor in German Language from Northwestern University
Here is the Sketchnote of this Episode with Jesse's Exercise on it.
Get in touch with Jesse:
https://www.jesse-purewal.com/
https://www.linkedin.com/in/jesse-purewal/
Please join us for a very informative episode with Sydney Wong of VenturX in Montreal, Canada. We covered so much in this episode from venture capital to driving better CX to increase your business's value.
Sydney Wong is an author as well as the Founder and CEO of VenturX. Her literature work, written under the pen name of David Adams, focuses on helping others be more productive and efficient. Sydney’s successful journey of her professional accomplishments have been shaped around one thing: balance. She likes to do yoga and cook to relieve her stress and take a break from her work life. Her core values consist of excellence, altruism, and drive, all of which have helped her be successful. With the current events happening and the world being on lock-down, Sydney has been committed to helping others stay on top of their game by coming out with How To Have A Good Day, a book which guides individuals on how they can keep up their routine while being stuck at home. Furthermore, she shares her best practices on her Medium blogs and through guesting on podcasts that share her values of excellence, altruism, and drive.
https://venturx-team.medium.com/what-to-include-in-an-investment-package-b6287630183f
https://venturx-team.medium.com/5-emerging-startup-and-technological-trends-in-2021-7efa56160d2a
https://www.kobo.com/ww/en/ebook/how-to-have-a-good-day-8
Please join Steve in the Studio as Jeff Tobe drops by to talk about Coloring Outside the Lines to Create a New CX.
Episode Sketchnote:
Certified Speaking Professional Jeff Tobe’s credentials are impressive. Insider Magazine dubbed him “The Guru of Creativity” and readers of Convention & Meetings Magazine chose him as one of the top 15 speakers in North America. He is a creativity and customer experience expert, professional speaker, and bestselling author who works with companies and organizations who want to increase their bottom line by changing their customer experience and retaining great talent. Tobe founded Coloring Outside the Lines in 1994 and since then has worked with hundreds of clients ranging from Fortune 500 companies to ones with less than 20 employees including Microsoft, PepsiCo, PNC Bank, Sonny’s BBQ and many more! Jeff Tobe’s most requested programs focus on
CUSTOMER EXPERIENCE, CREATIVITY/INNOVATION, and EMPLOYEE ENGAGEMENT.
His high-energy, high-fun and high-content programs create the ideal presentation for any kind of corporate or educational forum. His articles have been read in hundreds of publications and he is the author of the hugely popular book, Coloring Outside the Lines. He is the co-author of three other books and his newest book, ANTICIPATE: Knowing What Customers Need Before They Do is quickly becoming one of the hottest business books on the market. He is also the creator of ACX, the Associate of Customer Experience, online certification program.
Find Jeff on LinkedIn
On Twitter
And on Youtube
Join me as we set out on a Digital Marketing Journey with Monique Idemudia, Founder of Dragon Digital Marketing.
This was a great interview and Monique was such a generous guest by giving us some great tools below:
A great Buyer Persona Template here and
How to effectively set and measure your marketing goals
Marketing goals are specific objectives described in a marketing plan. These goals can be tasks, quotas, improvements in KPIs, or other performance-based benchmarks used to measure marketing success. When explicitly set, measurable goals are key to be successful.
Once you have your goals, don’t forget that measurement is key. Do this yearly, quarterly, weekly, and get your entire team involved. Set Key Performance Indicators (KPIs) which provide metrics to evaluate success factors enabling you to track progress.
You can also create custom goals in Google Analytics to fit your company’s unique needs. Tracking how each marketing campaign or piece of content contributed to these custom goals empowers you with the right data to prove and improve your marketing strategy.
It’s helpful to have the marketing funnel in mind when setting your goals.
I’d like to introduce you to the goal setting methodology that I successfully use in my own business.
The OKR methodology:
O = objective
KR = key result
How it works:
Assign objectives and key results (OKRs) to every part of your marketing funnel rather than assigning them by channel.
As a small business owner, you likely don’t have someone working on every marketing channel. It’s faster to build one channel at a time than multiple channels at once. Plus, you can move one community to another once you have loyal fans and customers. Remember: Focus and finish is better than say and spray.
How to get started:
Your objective (O) is a qualitative goal.
Your key result (KR) is a quantitative measurement you use to track your progress on your objective.
Next, you define marketing tactics to reach your KRs.
Now, you align the marketing channels and your resources to hit your OKRs.
For example:
O = I want to increase my brand awareness.
KR 1 = I need to reach 20 PR placements in relevant media publications.
KR 2 = I need a 10% increase in my social following on LinkedIn.
KR 3 = I need a 20% increase in traffic to my blog content.
Tactic 1 = I need to reach out to 45 publishers in my industry next week.
Tactic 2 = I need to engage more with people’s content on LinkedIn that are in my target audience. I need to share 10 posts a week, comment on 15 posts a day, react to 20 posts a day and private message 5 connections a week to build deeper relationships. I need to post more often and higher-quality content on LinkedIn and in addition to posting on 9AM on Mon and Wed, I’ll post on Fridays too.
Tactic 3 = I need to promote my blog articles more. I will include a link to one blog post in every other email newsletter of my weekly newsletters and share one blog post a week on each of the social networks I am on. Additionally, I will boost these posts for $10 a day for 28 days.
Implication = I will invest 40% of my marketing budget to reach my objective of getting more brand awareness which serves the awareness stage of the funnel; of which I will invest a third each in the tactics that serve my KRs.
The top 4 marketing goals small businesses like yours have:
- Building brand awareness and engagement
- Generating a high volume of qualified leads
- Establishing thought leadership
- Attributing marketing activities to revenue generation
To reach Monique by email
By LinkedIn
On this Episode # 53, Steve is joined by Greg Kihlstrom, Co-Founder and Co-CEO of www.careergig.com, a Freelance Platform that brings people together. Their reputation and matching platform helps both companies and freelancers find each other, saving time to focus on creating great work together. CareerGig is the platform both freelancers and companies rely on for the assurance, reliability and sense of community needed in the growing gig economy. Greg is also the author of the book The Agile Workforce.
To get in touch with Greg:
(Company: The Agile World)
(Twitter)
(LinkedIn)
Greg's Podcast: The Agile World with Greg Kihlstrom
====================================
The Science of CX is a groundbreaking new weekly podcast developed to address the millions of businesses that need to learn techniques to compete better in today’s business landscape, by using CX as the cornerstone of a new strategy.
Join Steve Pappas in the lab as he puts his 25+ years to the test to make your business soar, grow and accelerate.
Learn how to turn new customers into the most loyal customers and be on the mind of everyone in town. Whether you’re a beginner or seasoned expert, you will learn something useful in each and every episode.
CXpert - interviews with CX Leaders and Influencers that have made it their business to treat customers like a million. Steve, will use his years of CX-Centric business knowledge to bring out cool ideas for every business owner or leader to learn new techniques and also avoid some pitfalls.
In this Episode #52, I got a chance to sit down with Dina and Don Ortiz. They have been pleasing audiences around the world and especially to the US Troops on bases in many foreign countries with their band. Dina and Don are incredible people and souls that are built on the premise of the customer deserves the best, but along the way they built a very unique business out of pleasing their audiences. Join me as we talk about what it takes to build a real people pleasing business in the music industry.
We also got to talk about their book 31 Cents to 43 Countries, Hardcore Tips To Increasing Profits :
#1 Amazon Release in Outsourcing and Entrepreneurship
Winner in the 2020 IAN Book of the Year Awards for Outstanding Non Fiction Business/Sales/Economics Category
Bio
From performing as a street musician to meeting and starting with only 31 cents in their pockets collectively, Dr. Dina Preston-Ortiz and husband Don Ortiz have successfully performed in 43 countries and 26 global tours without management or record deal. By working with the Department of Defense Armed Forces Entertainment division, U.S. State Department and Fortune 500 companies they bring a message of how-to guide and lead SUCCESS in dynamic environments!
Dina and Don are passionate about entrepreneurial thinking. As international speakers, they enjoy sharing their expertise on how to launch and grow companies in environments of constant change. They love coaching on how to capitalize on the unknown while finding solutions in difficult situations and growing the bottom line organically.
Here is the sketch note for this fun episode:
Links
Check out their music here:https://dinaprestonband.com/
Visit their website here:https://deospeaks.com/
Subscribe to Dina Preston Band on YouTube
Connect with Don and Dina and subscribe on LinkedIn, Facebook, Twitter, and Instagram
Today, Steve uncovers some of the missing links in business operations. Steve's guest is Alicia Butler-Pierre, CEO of Equilibria, Inc.
Check out the Sketchnote of this episode with Alicia.
Alicia's Bio:
Alicia Butler Pierre is the founder and CEO of Equilibria, Inc., a 15-year-old operations management firm. She specializes in increasing bandwidth for fast-growing organizations via business infrastructure. Alicia has a B.S. in Chemical Engineering from Louisiana State University, an MBA from Tulane University, and a Lean Six Sigma Black Belt certification. Combined, her content has over three-quarters of a million views across various online platforms. Alicia hosts the weekly Business Infrastructure: Curing Back Office Blues podcast. She’s also the author of the 2x Amazon bestseller, Behind the Façade: How to Structure Company Operations for Sustainable Success. Committed to doing the right things the right way, Alicia's mantra is "to leave it better than you found it."
Alicia's Contact Details:
Book: https://www.amazon.com/Alicia-Butler-Pierre/e/B07JJNF5X8?ref=sr_ntt_srch_lnk_1&qid=1578492380&sr=8-1
LinkedIn: https://www.linkedin.com/in/aliciabutlerpierre/
Twitter: https://twitter.com/alicia_b_pierre
Facebook: https://www.facebook.com/AliciaButlerPierre
Instagram: https://www.instagram.com/Alicia_B_Pierre/
The customer experience is often dependent upon the broader experience of the workforce. This has several parts, 1) the human interface, 2) the value received, and 3) ongoing innovation that creates additional value and keeps the customer coming back.
Check our our SKETCHNOTE of this Episode with Dan
For more information reach out to Dan at:
DanielEdds.com
dan@praxissolutionsnp.com
In the 3rd and final part in this special series, Steve sits down with Gary Witt, the CEO of the Pabst Theater Group in Milwaukee Wisconsin. Steve and Gary, speak about how it has been to have shut down all of his venues for so long and how live entertainment goes so far beyond just entertainment for a city. It is the heart and soul of a city and greatly contributes to a city's financial economy.
Gary's Bio:
Arriving in Milwaukee via Chicago in 2002, Gary Witt is the CEO of the Pabst Theater Group, a multi-faceted entertainment organization whose activities include the booking, marketing and hosting of over 700 events per year in and around the city of Milwaukee in iconic, creative places of public assembly (The Pabst Theater, Riverside Theater, Turner Hall Ballroom, BackRoom and others) that help to build community, loyalty and reinforce identity and heritage for Milwaukee.
To learn more:
(twitter): @Iamablur
(web): https://pabsttheater.org/
(linkedin):
As we are all aware by now, a huge amount of global workers are continuing to work their jobs from home. Thousands of workers that used to commute and work in a physical building are now hold up in their dining rooms, bedroom, dens and basements or garages, working hard to keep companies moving forward. We have a guest on today, Clare Price, that has been a WFH person most of her career and has taken all the things she has learned and written and great "how-to" book, called Making Remote Work.
Please feel free to download her book from the link below, compliments of Science Of CX.
Clare Price is CEO of Octain, a global strategic planning consultancy that helps small and mid-market companies grow to dominate their markets by Fueling the Speed of Business. Clare began working remotely in the 1980s as a tech reporter for InformationWeek magazine, and later as a research director for Gartner. Prior to launching CFP MediaGroup (now Octain), she was Vice President of Research for Demand Metric, a strategic marketing advisory service where she led the research analysis into cloud computing applications for marketing automation, social platforms, and several other products.
Clare is an author of two books and an experienced speaker with clients like American Marketing Association, Vistage, and many others.
Twitter: @clarestweets
LinkedIn: Clare Price
Free Book download: MAKE REMOTE WORK: A Resource Guide for Thriving in the Remote Economy
Website: https://www.octaingrowth.com/
In this episode of ScienceOfCX Steve catches up with the ever busy Professor in Residence at ZOHO Corporation, Emily Sloan Pace Ph.D. Emily divulges some of the keys to CX Success in a software company as large and global as Zoho yet very customer-focused.
In, Part 2 of our Special Edition Series: 2020:The Year our Music Stopped, we get time to sit down with my cousin, AJ Pappas. AJ is a long-time veteran touring musician, having toured all over the world with Popa Chubby and now with Gary Hoey.
I wanted to have an episode that touches on another aspect of what we have lost, our live music experiences, but from a musician's perspective.
I think you will enjoy better understanding what the pandemic and 202 has meant to artists, bands and all of the great folks that make live music happen for us to enjoy.
In this episode of ScienceOfCX, I was sit down with Gordon Schleffer, VP of Customer Care at Magellan Health and chat about how healthcare is changing in 2020. We talk about everything from hiring, training, Work From Home, Employee Engagement and Experience to process, knowledge and technology.
Listen in and join the conversation around healthcare's future.
In March of 2020, COVID-19 had escalated to National and Global Emergency Levels. Very few people are talking about how entertainment of all types stopped also, especially live music. According to NIVA, the National Independent Venue Association, there is a possibility that 80-90% of all Independent Music Venues might close for good.
This could cause a real shift in our culture as to how we experience live music for the next few months and on into the future. As this podcast centers around experiences of customers, I thought it'd good to delve into the music world with the people that put on live music, promote it, supply all the equipment and of course play live music on stage for all of us to experience.
In this 'special edition' podcast series, I was able to sit down with folks like Tim Messina, owner of Studio Labs and Events United to understand the effects from a production perspective and Peter Ramsey, President and CEO of the Palace Theater, a historical non-profit venue in Manchester, NH.
Please listen in to what I would say was a very honest and hopeful account of the impact COVID-19 has had on Live Music and Entertainment and the possible changes to our Venue Landscape for our future.
In this episode of #ScienceofCX, Steve and Angela caught up with the very busy Jeanne Bliss of Customer Bliss and had a wonderful conversation about her views on Customer Experience. Jeanne is known as the Godmother of CX, so it was fitting to dig deep into her thoughts and expertise in this knowledge-filled episode.
Link to Amazon for Jeanne's Books:
Chief Customer Officer
Chief Customer Officer 2.0
Would you Do That to Your Mother
I love You More Than my Dog
Jeanne's Twitter
In this episode, #StevePappas sits down with @PhilBurrows of .@Verizon and talks about how he leads the Customer Experience effort within the company's new 5G Product Line.
In this episode of Science of CX, Steve and Angela speak to Mike Rosa, owner of Anabolic Aliens an online Fitness Empire. Mike discloses many of the tools and techniques he used from Social media to a massive youtube channel to build his company, app called Exerprise and line of products.
For More Info:
Mike's Instagram Anabolic Aliens
Mike's Twitter Anabolic Aliens
Mike's Email: mike@anabolicaliens.com
Steve sits down with Kash Kompella, CEO of RPA.ai, advising some of the biggest companies around the world in AI, Investments and M&A Advisor and author of Practical Artificial Intelligence. Our conversation covered many aspects of AI and CX that can help each listener today.
For more info:
http://amazon.com/author/kashyap
https://twitter.com/kashyapkompella?lang=en
https://twitter.com/rpa2ai
Have you ever thought about the personal touch we have lost in communicating with our clients and suppliers? In the future, let's take a lesson from the past and really "WOW" our customers, by using a Handrwrytten note instead of an email. Steve sits down with David Wachs, Handwrytten's Founder and CEO to discuss how his subscribers can make their customers and suppliers feel very special. Try the service out.
For more info:
Twitter: @davidbwachs
https://www.facebook.com/handwrytten
https://twitter.com/handwrytten (@handwrytten)
https://www.linkedin.com/company/handwrytten/
https://www.instagram.com/handwryttennotes/
Steve and Angela sit down with Tom Shapiro, CEO of Stratabeat and Author of 'Rethink Your Marketing', to discuss the qualities of the most winning companies today. The Biggest, the Boldest and the most Decisive Companies have the most wins! Listen in to the conversation and grab the golden nuggets Tom shares.
Tom Shapiro
In this episode, Steve uncovers a little known secret weapon to include in your CX arsenal. Ivor Plecas of Kingdom Noel dive into aspects of the Customer Journey many have overlooked. We discuss the sociological aspects of influences and behavior. Listen in to learn more.
In this episode, Steve talks to Nir Bashan, Author of Creator Mindset, about how to add a more creative dimension into every moment of the customer journey. He describes why we need to think more creatively more today than ever before.
In this episode, Steve and Jordan break down how you can use improv techniques and training exercises to create better employee and customer experiences. Try the "Yes And" Game with your team and see some great results today.
In this episode, Steve discusses with Nate the value, the ROI, the motivators and gaming experiences.
In this episode, Steve discusses how to ensure better digital experiences for your prospects and customers with Avi Mash of Content Square, A Digital Experience Management technology company.
In this new episode, Steve and Angela discuss all of the aspects of researching and developing better personas for your CX Initiatives.
In this episode, Steve Pappas talks to Jim Tincher about what metrics we and management should be caring about for every CX Initiative.
Steve and Brenden detail how innovation drives customer-centricity and discuss the importance of knowing and communicating with your customers, so that you can stand out against the rest. With customers becoming more informed than ever before, being average doesn’t make it anymore.
In this episode, Steve Pappas and BrandonTidd discuss where Sales, Marketing and CX meet in a "hub" around the Customer.
In this episode, Steve Pappas discusses with Steve Salisbury, how to look to your employees to foster positive change around CX, how to enagege the resistors and create Active Leadership Models in your business.
In this Special Edition Episode, Steve talks with Valerie McSorley, a 25 year veteran event organizer in the Contact Center and CX Space. They discuss the need for a wholesale pivot from the pre-COVID conferences to something unique online that gives folks a sharing, networking and learning platform to help move forward.
Steve interviews, Mark Smith, Ph.D, President of Kitewheel, a Boston-based Customer Journey Orchestration Hub for managing customer journeys across all business channels.
Steve's guest today is Jill Raff, as she dscusses how she began understanding Ray Kroc's CX approach when her Dad bought a McDonalds franchise. She has evolved that methodology throughout her career as she speaks and does workshops/training in The Celebrity Guest Experience.
This week Steve and Angela welcome CX thought leader, coach, keynote speaker, and author Annette Franz, to talk about designing a customer-centric culture.
This week Steve talks with Leslie O'Flahavan, owner of consulting company E-WRITE, about training our customer service reps to be great writers.
This week Steve talks with Dennis Gershowitz, Principal of DG Associates, about journey mapping the customer experience.
On this episode Steve welcomes Bradly Sax, director of customer experience and operational excellence practices for Delaware North, about walking the guest path.
This week Steve and Angela talk with Derrick Ricca, a 25-year veteran of the hospitality industry, about providing transparent service to customers.
In this episode of the Steve & Angela talk with Colin Crowley, award-winning playwright & VP of Customer Experience at Freshly, about finding the voice of the customer.
This week Steve talks with Jim Sinur, independent thought-leader and CEO of Flueresque, about how automation and new technologies can play a role in improving customer service.
Steve welcomes Martha Brooke, founder of Interaction Metrics & Certified Customer Experience Professional, for a deep dive into customer listening and research intelligence.
This week Steve & Angela welcome UX research pioneer and Bentley University User Experience Center Executive Director Bill Albert to discuss improving CX and usability across all channels.
This week Steve & Angela welcome renowned author, futurist, and speaker Tom Koulopoulos to the Science of CX to talk about reimagining our healthcare industry.
Learn more about Tom at http://tkspeaks.com/
As the country prepares to reopen, Angela and Steve look at new consumer expectations and how businesses can use good CX practices to exceed them.
In this week's episode Steve gives an overview of Panviva's latest eBook 'Build a Better CX', showcasing some of the top CX influencers in the industry.
This week Steve and Angela discuss the disruption of the food service industry and examine some ways local businesses have been handling the curbside customer experience.
This week Steve welcomes our new co-host Angela Simpson and her 25+ years of healthcare experience to the Science of CX. In their first episode together, they discuss tips for managing a productive remote workforce.
This week Steve interviews Luke Jamieson of Playfulli to talk about how we can use gamification and microlearning to engage teams while working remotely.
In this episode Steve addresses the alarming statistic that only 53% of employees feel engaged at work, and also gives a few helpful tips for how your organization can improve employee engagement with great CX.
In a new series investigating how COVID-19 is changing the healthcare landscape, Steve talks with NH-based physical therapist Dr. Brett Ashenfelter.
Steve shares some important Customer Experience strategies for maintaining your customer experience during the COVID-19 epidemic.
In this episode Steve discusses how to turn CX into a competitive advantage by being memorable and remarkable.
In this episode Steve helps you identify some common CX pitfalls in the customer buying process, and how to avoid them.
You can view the infographic referenced in this podcast here: https://marketing.panviva.com/acton/media/1856/getting-into-the-mind-of-your-customer
This week's podcast looks at the different business situations where an organization can benefit from focusing on CX.
A special Valentine's Day episode on the conditions that let us fall in love with a brand.
In this episode Steve explains 7 practical steps to elevating your company's customer experience.
In the premiere episode of The Science of CX, Steve defines the difference between customer service and customer experience.