The Brag Effect - Customer Experience Tips for Any Business: Recent Episodes
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A podcast that shares easy-to-understand customer service tips to use in any business. We talk to business owners and leaders who share their secrets to great CX, their challenges, and how they've grown their brand online with customer reviews. Produced by Brag Reviews - the review management software that helps you manage your customer reviews from one location, and get more 5-Star reviews. www.bragreviews.com.
Nick Merry is the CEO of global B2B loyalty company Motivforce. He helps businesses across the world create customer loyalty programs and employee incentives, and now he’s joined the Brag Effect to share his hard-earned wisdom.
In our interview with Nick, we explore concepts like:
0:00 Building brand loyalty
7:42 Adding benefits to purchases
11:12 Hard vs. soft benefits
13:36 Thinking about loyalty
19:24 Customer loyalty programs
23:21 Internal loyalty
26:43 Recognition vs. reward
29:50 Employee loyalty programs
31:47 Tips for better performance
34:47 Tips for business leaders
Check out Motivforce: https://www.motivforce.com/
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Catherine Devrye is an internationally recognised customer service expert, as well as a motivational speaker and bestselling author. She’s worked as an executive for IBM, has been an Australia Day Ambassador, has carried Olympic Torches, and has taught at top global universities.
Now, she’s joined the Brag Effect to share her unique brand of customer service, which springs from internal resilience and proper self-care.
In this episode, Catherine breaks down how businesses can kickstart their customer service efforts – and what you, as an individual, can do to turn up your success.
0:00 Passion in customer service
4:42 Going from great to exceptional
7:15 Customers for life
10:07 Basic service never changes
13:22 How to get staff buy-in
19:23 Nature vs. nurture
21:39 Social impact of businesses
25:56 Service to self
34:32 Resilience during COVID
43:00 Problems are opportunities
50:45 Catherine’s fave quote
52:13 HOPE
Learn about Catherine: https://www.greatmotivation.com/
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Hospitality is a hard industry, and many, many restaurants and cafés fail in less than a year. But Kylie and Brett, owners of highly successful Sunshine Coast eatery Riba Kai, have been in business since 2012, surviving lease cessations, site changes, and the chaos of COVID-19.
In the latest episode of the Brag Effect, they break down exactly how they did it – and give up-and-coming hospitality owners vital tips for running a successful business.
Visit Riba Kai
Instagram: https://www.instagram.com/ribakai/
Facebook: https://www.facebook.com/RibaKai/
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Wondering how to get the right people to join your business?
Can’t work out how to keep employees you love?
Dana Stewart, The Nudge Group’s business director for digital and data, unpacks what businesses need to be doing to acquire and retain good employees in 2021.
Here’s what we talk about in this episode of the Brag Effect:
0:00 Introduction
0:53 The Nudge Group difference
3:49 Why hire a recruiter?
7:45 Good recruitment ads
9:50 Onboarding & engagement
13:53 Examples of good onboarding
14:58 Company reviews
16:52 Exit interviews
Check out the Nudge Group: https://thenudgegroup.com/
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Ethical branding is on the rise. With consumers demanding that brands be more about social impact and less about the balance sheet, companies need to make sure their messaging is on point.
In this episode of the Brag Effect, we sit down with Jackie Hanafie, principal of PR advisory HumanKind, to talk about things like:
0:00 How HumanKind came to be
2:12 What is ESG?
5:25 Questions for brands entering the ESG space
9:29 An example of how to output messages
11:45 Examples of ethical brands
14:16 Ben & Jerry’s and Israel
15:41 Creating a messaging plan
18:12 Changes in PR
21:35 Brands during COVID-19
More on Jackie here: https://www.jackiehanafie.com/
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Chi Mai grew jewellery brand S-kin Studio from a $0 to $1 million business through hard work, smart strategies, and great customer service.
In this episode of the Brag Effect, we unpack how Chi created a company that combines profit with sustainability and customer centrism.
Here’s what we talk about:
The need that started S-kin Studio
The journey from $0 to $1 million
The importance of good manufacturing
Sustainability in retail
Good customer service strategies
Plus heaps more!
Check out S-Kin Studio https://s-kin.com.au/
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The Enneagram is an archetypal framework that offers in-depth insight to individuals, groups and collectives. Consisting of three centers of intelligence and nine main Enneagram types, the Enneagram offers a rich map to personal development from an open systems perspective.
Enneagram is one of many personality profile tests available today. It does not box in people, but rather opens a pathway to self-discovery and greater personal awareness that can support your own growth, your relationships, and teams.
Listen to our interview with Cindy Scott, CEO of Coach Central to find out more.
Connect with Cindy: https://www.linkedin.com/in/evolvingw...
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We talk to Tom Scantlebury, founder of Sky Blue CX Services, about the theory behind creating better, more emotionally engaging customer experiences.
Here’s some of what we cover in this episode of the Brag Review:
The rise of CX as a business discipline
How studying Apple can help small businesses create better experiences
The impact of CX on business performance metrics
The three aspects of CX every business leader needs to understand
The methodologies Tom uses with his clients
A real-world example of bad and good CX
Plus heaps more!
This is the perfect video to kickstart your CX improvement journey.
Check out Sky Blue: https://www.skybluecxs.com.au/
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Want to become a better, more effective leader? Getting there starts with your own mental wellbeing. Founder of the Get Mentally Fit program, Emily Johnson, joins the Brag Effect with her insights. Watch the video to find out about concepts like:
Time-management techniques
Working through stress and decompressing
Building a receptive environment for your employees
Fostering a customer-centric culture
Creating trust
Plus heaps more!
Explore the Get Mentally Fit program: https://www.getmentallyfit.com.au/
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“Customers expect a lot more.” Luxury Escapes Chief Customer Officer, Jason Shugg, works in one of the world’s most competitive verticals. That’s why we thought he’d be the perfect person to talk to about customer experience. Jason shares how they were able to pivot in early 2020 when COVID-19 very quickly impacted the travel industry and how they used technology to deliver a better customer experience.
Connect with Jason: https://www.linkedin.com/in/jason-shugg-6677523/
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“If you want to get my attention, you need to be quick and show me value ... because there are five other competitors out there begging for my attention.” That’s the word from Brent Claremont, Director of Customer Onboarding at Emotive || Formerly HubSpot NAM & JAPAC.
Listen to our talk with Brent to learn about things like:
😀 How HubSpot grew into a global giant using a simple customer service motto
⬇️ Building a customer-centric business from the top down
💬 How software company Emotive is creating connection through chat
🤝 Getting teams to work together for amazing CX results
➕ Plus heaps more
Sound like your cup of coffee? Have a listen!
Connect with Brent: https://www.linkedin.com/in/brentclaremont/
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In this episode, we talk about how to grow a successful business from the ground up with topics from building community with no marketing budget, how culture is key to success and how linking team KPI’s to 5-star reviews has helped this thriving Gold Coast business.
Our guest is CEO and Co-founder of Burleigh Brewing Co. Peta Fielding. Peta and husband Brennan Fielding opened Burleigh Brewing Co. in 2006. With award-winning world-class craft beer and founded on a pioneering spirit that makes them distinctly different, this dynamic duo lives their passion every day by making the worlds best beers.
We shared lots of laughs with Peta (she lights up the room with her big smile and laughs!) and we love the passion she has for her business and her team. Have a listen and be prepared to be inspired!
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Martin Grunstein is Australia's customer service expert. When the media wants an expert opinion on customer service, they call Martin Grunstein. Martin is one of Australia's most successful motivational speakers and he has been booked as the keynote speaker for major conferences throughout Australia. He appears regularly on TV - The Project; A Current Affair; Today Tonight; Switzer (On Foxtel business channel) and on the radio - ABC; 2UE; 2GB; 4BC; 6PR and many other stations.
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