Under his leadership, Vern AI has emerged as a pioneer in understanding and interpreting human emotions in various forms of communication, including audio, text, and soon, facial recognition. Craig's innovative approach bridges the gap left by traditional sentiment analysis, offering a nuanced understanding of customer emotions in real-time. 

His work with Vern AI is transforming the landscape of customer service, sales, and beyond by enabling more empathetic and effective interactions. Whether through analyzing emails, phone calls, or chatbot interactions, Craig's contributions are setting new standards for emotional intelligence in technology.

Key Takeaways

1. Vision for Vern AI: Craig Tucker aims to create a comprehensive emotion recognition system that analyzes various forms of communication, including text, audio, and facial expressions, to better understand and respond to customer emotions.

2. Unique Approach: Unlike traditional sentiment analysis, Vern AI focuses on the nuances of human emotions, providing a deeper and more accurate understanding of customer interactions.

3. Applications and Impact: Vern AI's technology is set to revolutionize customer service and sales by enabling more empathetic and effective interactions, leading to improved customer satisfaction and business outcomes.

4. Future Goals: Craig envisions expanding Vern AI's capabilities and applications, continually advancing the technology to stay at the forefront of emotion recognition and artificial intelligence.

Timestamps

[00:05:47] Craig discusses the unique approach of Vern AI in emotion recognition, focusing on understanding nuances beyond traditional sentiment analysis.

[00:10:22] The importance of analyzing various forms of communication—text, audio, and facial expressions—to achieve a comprehensive understanding of customer emotions.

[00:15:30] Applications of Vern AI in customer service and sales, emphasizing its potential to enhance empathetic and effective interactions.

[00:20:45] How AI can improve customer satisfaction and business outcomes by enabling better emotional understanding.

[00:25:18] Future goals for Vern AI, including expanding its capabilities and staying at the forefront of emotion recognition technology.

Quotes. 

1. "Understanding customer emotions isn't just about data; it's about truly listening and connecting on a human level."

2. "Empathy in business is powerful. When you recognize and respond to emotions, you transform customer interactions from transactions to relationships."

3. "Our goal with Vern AI is to bridge the gap between technology and human emotion, creating experiences that are not only efficient but also deeply personal."

4. "The future of customer service lies in emotional intelligence. By harnessing the power of emotion recognition, we can foster trust and loyalty in ways we've never seen before."

Connect with Craig

LinkedIn - https://www.linkedin.com/in/craigmtucker 

X - https://x.com/CraigMTucker 

Website - https://thinc.technology/ , https://vernai.com/

As the founder of a thriving practice in Orlando, Daniel discovered that while many healthcare professionals excel in patient care, they often lack the skills necessary to run a successful business. This realization led him to write his book, providing a much-needed resource for healthcare entrepreneurs. The book covers essential topics such as branding, marketing, sales processes, customer service, and financial management, all tailored specifically to the healthcare industry.

Daniel's approach is grounded in his own experience of building a practice from the ground up. He is passionate about teaching others how to create sustainable businesses that not only survive but thrive in a competitive market. His expertise extends to innovative treatments like stem cell therapy, where he champions the use of the body’s natural healing abilities to avoid overprescribed medications and unnecessary surgeries.

Through his website, Daniel offers consultation services, providing healthcare providers with the tools and strategies they need to succeed. His mission is to empower providers to develop both their clinical skills and business acumen, ensuring they can deliver exceptional care while also running a profitable practice.

Key Takeaways 

1. Healthcare Providers Need Business Skills: Many healthcare professionals lack formal training in business development, leading to challenges in running a successful practice. Daniel emphasizes the importance of acquiring entrepreneurial skills to complement clinical expertise.

2. Effective Marketing Requires Empathy: Traditional healthcare marketing often focuses on credentials and accolades rather than addressing patient needs. Daniel advocates for a shift towards empathetic marketing that resonates with patients on an emotional level.

3. Invest in Professional Development: Whether through hiring experts or self-education, investing in professional development is crucial for healthcare providers looking to succeed as entrepreneurs. Daniel encourages practitioners to prioritize learning and growth to navigate the complexities of running a business effectively.

Timestamps

[00:21:53] Daniel Tribby discusses the lack of business development education in healthcare and the necessity for providers to learn foundational business skills.

[00:24:31] The conversation shifts to marketing in healthcare, highlighting the importance of empathetic messaging and the pitfalls of focusing solely on credentials and accolades.

[00:29:12] Daniel outlines two approaches for healthcare providers to embrace entrepreneurship: hiring experts to manage the business side or committing to learning and implementing business skills themselves.

[00:33:39] Explaining stem cell therapy, Daniel emphasizes its potential as a revolutionary approach to orthopedic medicine, offering natural healing solutions for conditions like back pain and rotator cuff tears.

Quotes

1. "Just hanging my letters on a door won't bring patients; it's not how it works anymore."

2. "To succeed in healthcare, you must work on and in your business."

3. "Stop unnecessary surgeries and treatments; focus on healing from within."

4. "Address the root cause of ailments for true healing."

Connect with Daniel

LinkedIn - https://www.linkedin.com/in/iamdanieltribby/ 

Website - https://www.danieltribbyofficial.com/ 

With a career spanning decades in the healthcare industry, Amy has been a tireless advocate for underserved populations and a leader in expanding healthcare coverage to thousands of Indiana residents.

Amy's journey in healthcare began with managing a contact center, where she witnessed firsthand the untapped potential of customer interactions as a source of valuable insights. Her experience managing the workforce taking in millions of conversations led her to found Authenticx in 2018. Her mission with Authenticx is clear: to bring the authentic voice of the patient into the boardroom and drive positive healthcare outcomes.

Under Amy's leadership, Authenticx has evolved from manual analysis to developing AI models that enable near-real-time analysis of customer interactions. This innovation allows healthcare organizations to identify transformational opportunities and make data-driven decisions to improve patient experiences.

Amy's dedication to leveraging technology for the betterment of healthcare has made Authenticx a pioneering force in the industry. Her vision extends beyond individual interactions to address systemic inefficiencies in processes and technology decisions, ultimately leading to improved clinical outcomes and enhanced patient satisfaction.

Key Takeaways 

1. Authenticx's Mission: Authenticx is dedicated to bringing the authentic voice of the patient into healthcare decision-making processes, leveraging AI-driven analytics to drive positive outcomes.

2. Real-Time Insights: The platform provides near-real-time analysis of customer interactions, empowering organizations to identify trends, issues, and opportunities for improvement as they happen.

3. Cross-Functional Impact: Authenticx's data visualizations and voice clips enable leaders across different functional areas to access actionable insights, leading to informed decisions and proactive improvements.

4. Automation for Efficiency: Authenticx's AI-driven analytics automate tasks, freeing up human resources to focus on activating data insights and addressing systemic inefficiencies in healthcare processes and technology.

Timestamps

[00:03:11] Amy Brown discusses her inspiration behind Authenticx and the wealth of untapped data in customer interactions within the healthcare industry.

[00:06:32] Amy explains Authenticx's approach to listening at scale, focusing on near-real-time analysis of customer interactions to provide immediate feedback to agents post-interaction.

[00:10:19] The conversation shifts to discussing how Authenticx combines data visualizations and literal voice clips of customer feedback to empower leaders across functional areas to make informed decisions based on customer insights.

[00:13:36] Amy emphasizes the importance of using data to improve processes and technology decisions, not just individual interactions, and how Authenticx's AI-driven analytics can automate tasks to free up human resources for activation of data insights.

[00:27:17] Steve Pappas wraps up the episode, thanking Amy Brown for sharing insights into Authenticx's approach and encouraging listeners to visit Authenticx's website for more information.

Quotes

1. "Listening at scale means accessing 100% of conversation data for actionable insights across the organization."

2. "Conversation data provides valuable insights for everyone, from the CX suite to the board."

3. "Unsolicited feedback is often the most reliable and can drive meaningful improvements."

4. "Using technology for ongoing listening helps businesses be proactive and responsive to customer needs."

Connect with Amy

LinkedIn - https://www.linkedin.com/in/amy-brown-84821210/  

Website - https://authenticx.com/ 

With a background in psychology and organizational development, Margie brings a unique blend of expertise in human behavior and business strategy.

Throughout her career, Margie has worked with numerous organizations across various industries, guiding them to optimize their teams' potential and create a culture of excellence.

Her approach emphasizes the importance of open communication, cross-functional alignment, and continuous learning to drive organizational success.

Margie is the founder of Olsen Consulting, a firm dedicated to helping teams and leaders unlock their full potential. 

She is also the creator of the Top Team Accelerator program, offering assessments and strategies to enhance team performance.

As a thought leader in team dynamics, Margie regularly shares her insights through speaking engagements, workshops, and online resources. 

She is passionate about empowering teams to thrive in today's dynamic and competitive business environment.

Key Takeaways

1. Optimize Meetings: Break out strategy and tactics in meetings, ensuring the right people are present and focusing discussions on the appropriate level of decision-making.

2. Cross-Functional Alignment: Foster open communication and cross-functional alignment to drive organizational success and leverage the collective expertise of diverse teams.

3. High-Performance Culture: Cultivate a high-performance culture by implementing systems and processes that promote productivity, growth, and continuous learning within teams.

4. Strategic Approach: Take a strategic approach to team development, including regular assessments, clear goal-setting, and ongoing refinement of meeting structures and processes.

Timestamps

[00:29:51] The importance of productivity, growth, and cross-functional alignment within organizations.

[00:31:05] Margie Oleson invites listeners to visit top teamaccelerator.com for a free team assessment and actionable recommendations.

[00:32:30] The challenges and inefficiencies of traditional meetings, emphasizing the need for strategic separation of tactics and strategies.

[00:35:24] Key strategies for conducting effective meetings, including agenda-setting, decision documentation, and follow-up actions.

[00:38:22] Margie Oleson and Steve Pappas discuss the impact of scheduled meetings and the importance of face-to-face interactions for fostering creativity and innovation.

[00:41:44] the financial implications of inefficient meetings and the need for organizations to quantify and address meeting-related costs.

Quotes

1. "Our bodies and brains thrive on growth and productivity, so setting up systems that work for us can lead to incredible progress." - Margie Oleson

2. "Break out strategy and tactics in meetings, focusing on high performance and ensuring the right people are present for effective discussions." - Margie Oleson

3. "Document decisions, questions, and actions in meetings to ensure clarity and prevent missed opportunities." - Margie Oleson

4. "Face-to-face interactions foster energetic exchanges and spur creativity and innovation that virtual meetings may lack." - Margie Oleson

Connect with Margie

LinkedIn - https://www.linkedin.com/in/margieoleson/ 

Website - https://www.oleson-consulting.com/ 

Mail - margie@oleson-consulting.com 

With a career spanning over two decades, Chris has been at the forefront of helping organizations, from Fortune 100 companies to non-profits, navigate the evolving landscape of customer engagement.

As the author of "Customer Transformation" and "Customer Transformation for Nonprofits," Chris has articulated a comprehensive framework for achieving CX excellence, emphasizing the prioritization of customer needs and emotions. 

Chris is a sought-after speaker and consultant, known for his dynamic presentations and practical insights into building customer-centric cultures. He is dedicated to helping businesses harness the power of data, technology, and human empathy to drive meaningful customer experiences and sustainable growth.

In addition to his writing and speaking engagements, Chris actively engages with organizations to develop tailored strategies that align with their unique customer experience goals. 

Through his website and social media channels, Chris continues to share his expertise and connect with professionals seeking to elevate their CX initiatives.

Key takeaways  

1. Prioritize the Customer Experience: Organizations should adopt an "outside-in" perspective, starting with understanding the customer's needs and emotions before formulating business strategies.

2. Embrace Human-Centric Technology: While technology like AI can enhance efficiency, it should not replace human connections. Businesses should leverage technology to augment, not replace, empathetic interactions with customers.

3. Utilize Data and Feedback: Analyze customer data, feedback, and sentiment to understand what is working and what needs improvement. This includes engaging with employees, monitoring social media, and gathering insights from competitors.

4. Continuous Improvement: Customer experience transformation is an ongoing process. Businesses must continuously reassess their strategies, adapt to changing customer needs, and prioritize the development of a customer-centric culture.

Timestamps

[00:23:20] Chris Wood challenges the underinvestment in customer support and emphasizes the importance of human connections over technology in business success.

[00:28:39] The evolution of emotion detection technology and its potential to revolutionize customer experience by providing real-time insights into customer sentiments.

[00:30:37] The limitations of current chatbot technology and the need for AI to detect customer emotions and frustrations beyond just text responses.

[00:34:35] The conversation shifts to developing a sound strategy for digital customer transformation.

[00:37:41] Chris Wood introduces the concept of the "outside-in" perspective for business strategy.

[00:41:42] Encouraging listeners to consider their own business strategies in light of the outside-in perspective and to prioritize the customer experience in their decision-making.

Quotes

1. "Your underinvestment in support and your desire to replace human connections with technology is your downfall, nothing else." - Chris Wood

2. "Focus on the intelligence aspect rather than simplistic if-then approaches." - Chris Wood

3. "Look beyond surveys, involve customers in discussions, monitor social media, and analyze competitor actions." - Chris Wood

4. "Start with the customer and work your way to the business." - Chris Wood

Connect with Chris

LinkedIn - https://www.linkedin.com/in/chrishood/ 

Website - https://chrishood.com/ 

Twitter - https://twitter.com/chrishood1

With a deep understanding of trade show dynamics and social media integration, Swire specializes in helping companies leverage promotional items to maximize their marketing impact.

As the founder of Garuda Promo & Branding Solutions, Swire has built a reputation for delivering customized promotional solutions tailored to each client's unique objectives and target audience. 

He believes in the power of promotional products not only as tangible brand assets but also as tools for creating memorable customer experiences.

With a commitment to staying ahead of industry trends, Swire stays informed about the latest developments in promotional marketing and customer experience technology. He actively shares his expertise through consultations, speaking engagements, and networking opportunities.

Swire is a firm advocate for the value of customer experience in driving business growth and fosters long-term relationships with his clients by providing attentive service and innovative solutions. His goal is to help businesses build strong brand identities and cultivate loyal customer bases through strategic promotional initiatives.

Key Takeaways 

1. Integration of Social Media: Utilize social media platforms to extend the reach of promotional efforts, encouraging recipients to share their experiences and engage with the brand online.

2. Customization and Brand Alignment: Select promotional items that align with the brand's identity and values, ensuring that they resonate with the target audience and contribute to a cohesive brand image.

3. Strategic Gift Giving: Approach promotional gifting strategically, considering the recipient's preferences and needs, as well as the potential for long-term engagement and brand advocacy.

4. Focus on Customer Experience: Prioritize the customer experience throughout the promotional journey, from pre-event engagement to post-event follow-up, to foster positive impressions and lasting relationships.

Timestamps

[00:19:19] Swire discusses the potential of integrating social media strategies with promotional efforts to enhance engagement and reach.

[00:20:48] Steve and Swire explore the idea of turning recipients of promotional items into social media influencers to amplify brand exposure and reach a wider audience.

[00:27:13] Swire emphasizes the importance of aligning promotional products with brand values and missions to create meaningful connections with recipients.

[00:32:21] The discussion shifts to the significance of understanding ideal client profiles and personas to tailor promotional efforts effectively.

[00:35:08] Steve and Swire discuss the value of sending strategic promotional items to customers prior to their go-live or onboarding, fostering engagement and advocacy within organizations. 

[00:41:38] Steve wraps up the episode, summarizing key insights and encouraging listeners to subscribe, rate, and review the podcast.

Quotes

1. "Forget the word swag; focus on what people want to receive that reflects your brand." 

2. "Promotional products serve as silent ambassadors for your brand, speaking volumes about your mission." 

3. "Incorporating your technology seamlessly into users' workflows prompts them to spread positive word-of-mouth about your product." 

4. "Understanding your target audience's demographics and preferences helps tailor promotional products to create a personalized brand experience." 

Connect with Swire

LinkedIn - https://www.linkedin.com/in/swire-ho-thepromoguy-6b90631/ 

Website - https://www.garudapromo.com/ 

X - https://twitter.com/garuda_swire?lang=en

With a background in coaching and a passion for helping others achieve their entrepreneurial dreams, Tina has become a trusted voice in the digital marketing space.

Throughout her career, Tina has honed her expertise in collaboration strategies and email marketing, developing a simple yet highly effective sales system that has enabled her to scale her businesses rapidly. 

She emphasizes the importance of aligning business goals with personal values and lifestyle preferences, advocating for a holistic approach to entrepreneurship that prioritizes balance and sustainability.

As the creator of the Daily Content Generator, Tina has revolutionized content creation processes, empowering entrepreneurs to automate their content workflows and maximize their online presence across multiple platforms.

In addition to her entrepreneurial endeavors, Tina is a passionate advocate for community building and knowledge sharing. She actively engages with online communities, including Letter Growth, Facebook groups, and Reddit groups, to foster collaboration opportunities and exchange valuable insights with like-minded professionals.

Through her podcast appearances, speaking engagements, and educational resources, Tina continues to inspire and empower aspiring solopreneurs to pursue their passions, achieve their goals, and create thriving online businesses that align with their values and lifestyle aspirations.

Key Takeaways

1. Simplified Sales System: Tina Lopez emphasizes the effectiveness of a simplified sales system focused on collaborations and email marketing, highlighting the importance of storytelling and engaging content in driving sales.

2. Community Engagement: Leveraging online communities such as Letter Growth, Facebook groups, and Reddit groups can be highly beneficial for finding collaboration opportunities and building a network of like-minded professionals.

3. Automation and Systems: Implementing automation tools and systems can significantly streamline content creation processes. 

4. Alignment with Lifestyle Goals: Prioritizing lifestyle preferences and personal values when setting business goals is essential for achieving sustainable success as a solopreneur. 

Timestamps

[00:13:49] Tina Lopez discusses the importance of collaborations and email marketing in creating a simplified sales system, emphasizing the value of storytelling and engaging content.

[00:20:15] Planning goals in advance, leveraging discounts during holiday seasons, and front-loading goals in the first quarter are strategies Tina recommends for effective goal setting and achievement.

[00:22:24] Tina introduces the Daily Content Generator, an automation tool for repurposing content across various platforms, emphasizing the importance of leveraging systems to save time and prevent burnout.

[00:25:36] While discussing content creation, Tina emphasizes the importance of building an email list as the primary revenue-generating tool and shares strategies for converting content consumers into email subscribers.

[00:29:19] Tina provides insights into validating business ideas, including identifying pain points, polling potential customers for pricing preferences, and pre-selling products to gauge interest and generate revenue.

Quotes

1. "Leverage systems to streamline tasks and free up time for what truly matters." - Tina Lopez

2. "Build a business that aligns with your lifestyle non-negotiables." - Tina Lopez

3. "Set ambitious goals to drive your success." - Tina Lopez

4. "Focus on growing your email list to drive revenue." - Tina Lopez

Connect with Tina

Blog - https://lifewithtina.medium.com/ 

Twitter: https://twitter.com/lessonswithtina 

Instagram: https://instagram.com/tinalopezcoaching 

With a passion for nurturing young talent, Sara volunteers at universities and Breakthrough Consortium, empowering underrepresented students on their journey to college. 

An advocate for female representation, Sara often speaks at events about women in tech and customer service, highlighting how women can amplify the customer's voice and ensure a delightful user experience tailored to diverse business needs. 

With her diverse background and multifaceted approach, Sara champions the importance of customer-centricity, aiming to bridge the gap between customer insights and product development. 

Through her work, she strives to enhance the quality of every interaction and decision, fostering business growth and customer satisfaction.

Key Takeaways

1. Customer-Centricity is Key: Sara emphasizes the importance of understanding the customer's perspective at every touchpoint in the business, from initial interaction to retention, to drive business success.

2. Democratization of Research: There's a shift towards involving everyone in the organization in customer research, blurring the lines between formal research teams and informal customer conversations, leading to a more collaborative approach to understanding customer needs.

3. Early Integration of Research in Decision-Making: Incorporating customer research early in the product development process helps avoid costly mistakes. 

4. Centralized Data for Informed Decision-Making: Utilizing tools like Dovetail enables companies to consolidate customer data into a centralized repository, facilitating data-driven decision-making and streamlining research processes for more efficient outcomes.

5. Continuous Learning and Adaptation: Building a culture of continuous learning and adaptation based on customer feedback is crucial for staying agile and responsive to evolving customer needs. 

Timestamps

[00:06:12] Sara shares insights on the shifting landscape of customer research, emphasizing the democratization of research processes and the importance of involving all stakeholders in understanding customer needs.

[00:12:45] The early integration of customer research in product development, highlighting its role in mitigating risks down the line. 

[00:18:20] Sara discusses the significance of centralized data platforms like Dovetail in streamlining research processes and enabling data-driven decision-making across organizations.

[00:25:03] The conversation concludes with Sara underscoring the importance of fostering a culture of continuous learning and adaptation based on customer feedback to drive business growth and enhance customer satisfaction.

Quotes

1. "Customer research is about fostering empathy and understanding to drive meaningful business outcomes."

2. "Early incorporation of customer feedback guides you towards creating resonant solutions."

3. "Embrace diverse perspectives within your organization for innovative customer insights."

4. "Continuous learning from customer feedback is crucial for sustainable business growth."

Connect with Sara

LinkedIn - https://www.linkedin.com/in/saramcaldwell/ 

Website - https://dovetail.com/ 

X - https://twitter.com/hidovetail/ 

Kristin is best known for her expertise in understanding and mapping the customer's buying process, helping businesses align their sales and service strategies with the evolving needs and expectations of their customers. 

She is the author of the acclaimed book "Roadmap to Revenue: How to Sell the Way Your Customers Want to Buy," which provides actionable insights and practical guidance for businesses aiming to improve their sales processes and maximize revenue.

Throughout her career, Kristin has worked with companies of all sizes, from startups to Fortune 500 corporations, across various industries. Her approach emphasizes the importance of authentic customer engagement, transparency, and continuous improvement to deliver exceptional customer experiences and drive long-term success.

In addition to her consulting work and writing, Kristin is a sought-after speaker and podcast guest, sharing her expertise and insights on customer-centric marketing, sales optimization, and revenue growth strategies. 

She is dedicated to helping businesses thrive in today's competitive landscape by putting the customer at the center of their operations and decision-making.

Key Takeaways

1. Customer-Centric Approach: Emphasizing the importance of understanding and aligning with the customer's needs and preferences throughout the buying process.

2. Sales Training Transformation: Highlighting the need for sales training that prioritizes active listening and addressing specific customer questions rather than rigidly following a scripted sales pitch.

3. Empowering Customer Service: Recognizing the value of empowering customer service teams to focus on satisfying customer needs rather than solely on making sales, leading to increased customer satisfaction and revenue growth.

4. Continuous Improvement: Advocating for a culture of continuous improvement, where businesses regularly assess and adapt their strategies to better meet customer expectations and drive long-term success.

Timestamps

[00:17:46] The challenges salespeople face when they prioritize selling over listening to customer needs, highlighting the impact of readily available information on customer behavior.

[00:23:12] The pitfalls of outsourcing and the importance of maintaining quality and cultural understanding, illustrated by an example of offshore content creation leading to subpar results due to cultural differences.

[00:25:44] The prevalence of meaningless marketing content and the need for authenticity and relevance in customer communications, emphasizing the importance of addressing customer needs rather than relying on generic messaging.

[00:28:59] Levels of scrutiny applied to purchasing decisions and the necessity for businesses to anticipate and address customer questions at each stage of the buying process.

[00:33:39] The importance of gathering the customer's truth through open and objective conversations to inform business strategies and ensure alignment with customer needs, advocating for a customer-centric approach to drive success.

Quotes

1. "Your customers are eager to tell you their truth, and talking to just 5 to 7 of them reveals clear patterns." 

2. "We're not selling to make friends; we're just trying to get something in our hands that will work." 

3. "You don't have to hire me; I wrote the book so people could do it themselves."

Connect with Kristin

LinkedIn - https://www.linkedin.com/in/kristinzhivago/ 

Website - https://www.zhivagopartners.com/ 

X - https://twitter.com/KristinZhivago 

With a background deeply rooted in understanding the intricacies of contact centers and customer support, Greg has played a pivotal role in developing the "Find and Follow" methodology. 

This innovative approach focuses on systematizing processes and leveraging AI to bridge the gap between knowledge acquisition and application, particularly in the onboarding and launch processes.

Passionate about the intersection of AI and knowledge management, Greg emphasizes the importance of a single source of truth for AI systems to be effective. 

He sheds light on how AI, when supported by a robust knowledge base, can significantly enhance operational efficiency, especially in contact centers.

As a thought leader in the industry, Greg DeVore regularly shares his insights on LinkedIn, providing anecdotes, stories, and concepts around the "Find and Follow" framework and the broader landscape of knowledge transfer.

Connect with Greg DeVore on LinkedIn to stay updated on his latest thoughts and contributions to the evolving field of knowledge management and customer experience.

Key Takeaways

1. Knowledge Transfer Revolution: Greg DeVore discusses the transformative impact of the "Find and Follow" methodology, emphasizing the need to systematize processes and leverage AI in knowledge transfer.  

2. AI's Role in Knowledge Management:  Greg highlights the significance of having a single source of truth for AI systems to function effectively. While AI chatbots have the potential to excel, their success is heavily dependent on the quality and clarity of the underlying knowledge.

3. Behavior and Culture in Knowledge Ops:  Greg introduces the Knowledge Ops Maturity Model, encouraging organizations to assess their knowledge transfer efficiency based on behavior and culture rather than just technology.  

Timestamps

[00:01:39] Steve Pappas officially welcomes Greg DeVore to the show, initiating the conversation about the challenges and solutions in knowledge transfer within organizations.

[00:20:07] Greg DeVore discusses the excitement around systematizing processes and the valuable role of AI in translating knowledge dumps into actionable insights during the onboarding and launch processes.

[00:23:52] The discussion delves into the role of AI in the contact center, addressing misconceptions and highlighting the importance of a single source of truth for effective AI assistance.

[00:28:07] Greg suggests two practical homework assignments: a self-assessment of an organization's use of tribal knowledge and the adoption of the knowledge ops maturity model, and building an onboarding program through "find and follow" workshops.

[00:31:13] The podcast concludes with Steve Pappas thanking Greg DeVore for sharing insights on knowledge transfer, and a brief mention of CX Stash, a directory of customer experience-related technology.

Quotes

1. "AI is valuable in translating knowledge dumps into actual knowledge, significantly speeding up the onboarding launch process."  

2. "Success in a contact center is when the CEO can use the knowledge system, and getting agents to the point where they feel confident handling calls solo is key."  

3. "AI works well with a single source of truth, but its effectiveness depends on capturing the actual questions and nuances, feeding only what it's been given."  

Connect with Greg

LinkedIn - https://www.linkedin.com/in/gregdevore 

Website - https://www.screensteps.com/ 

X - https://twitter.com/gdevore?lang=en 

With a background as a software engineer, Megan brings a unique perspective to CX, focusing on the intersection of technology, human behavior, and business strategy. Her expertise lies in helping organizations navigate the complexities of customer-centric transformations.

During her tenure at Forrester, Megan led a dynamic team and served as an influential CX analyst. Her work extended beyond traditional consulting, delving into the psychology of pricing and the intricate aspects of customer satisfaction. She has a keen understanding of the challenges companies face when implementing CX initiatives and is known for her insights into activating organizations around CX.

Megan is the creator of the CX Frontiers Book Club, where she explores innovative concepts such as being a "catalyst" for CX success. 

Recognized for her thought leadership, she frequently shares her knowledge through speaking engagements and workshops, focusing on practical strategies to overcome activation challenges in the world of CX.

With a passion for helping organizations move beyond mere buy-in to active participation in CX initiatives, Megan Burns continues to make significant contributions to the field, inspiring change and fostering a deeper understanding of the human elements within customer experiences. 

Key Takeaways

1. Understanding the Multifaceted Nature of Customer Experience: The need to view customer experience as a multifaceted discipline that extends beyond mere transactions. 

2. Choosing the Right Approach to CX Initiatives: Megan provides insights into the various approaches companies can take when embarking on CX initiatives. 

3. Navigating the Activation Challenge in CX: Megan defines activation as the hurdle of getting individuals within an organization to take tangible actions based on their acknowledgment of the importance of CX. Techniques such as engineering epiphanies, facilitating first steps, and providing social proof are discussed as strategies to overcome the activation challenge.

4. Becoming a Catalyst for CX Success: The emphasis is on subtle yet impactful methods like engineering epiphanies, facilitating initial steps, and offering social proof to drive meaningful CX transformations.

Timestamps

[00:02:15] Megan Burns introduces the nuanced nature of customer experience, emphasizing the psychological aspects of pricing and the value of time in the overall cost calculation.

[00:10:45] Exploring the challenges organizations face when selecting consultants for CX initiatives.  The importance of distinguishing between consultancies that "do it for you" versus those that "do it with you."

[00:19:30] Megan delves into the activation challenge in CX, highlighting the difficulty of moving individuals within organizations from acknowledging the importance of CX to taking tangible actions.  

[00:27:15] Discussing the intricacies of working with technology, governance, standards, and feedback mechanisms in CX initiatives. 

[00:37:45] Megan discusses behind-the-scenes strategies for creating opportunities and exposing individuals to CX initiatives without imposing them, fostering a smoother organizational transition.

Quotes

1. "Activation is the challenge of turning the unanimous agreement on the importance of Customer Experience into meaningful action."

2. "Successful CX leaders are catalysts, reorienting things to make the reaction toward customer-centricity go faster."

3. "Facilitating first steps is crucial; sometimes you have to guide people in doing customer-centric actions the first time."

4. "Social proof is powerful; people are more willing to embrace change if they see others, especially influential figures, are doing it too."

Connect with Megan

LinkedIn - https://www.linkedin.com/in/meganburns/ 

Website - https://megan-burns.com/ 

X - https://twitter.com/MeganBurnsCX 

With a keen focus on understanding and mitigating the impact of "work friction," Christophe has dedicated his career to helping organizations enhance their operations and create environments that foster employee satisfaction and engagement.

As the co-founder of Fount, a platform designed to uncover and address work friction, Christophe leverages his deep knowledge and expertise to provide data-driven insights into the complex relationships between employees, processes, and technology.

With a commitment to bridging the gap between leadership perceptions and employee experiences, Christophe engages with organizations to bring clarity and tangible solutions to the forefront. 

Christophe is a sought-after speaker, sharing his expertise on work friction, employee engagement, and customer experience at conferences and industry events. 

He invites leaders to recognize the complexity of the employee experience, encouraging a shift in mindset from merely training and motivating employees to actively improving the work environment.

Key Takeaways

1. Work Friction is a Critical Issue: Christophe Martel highlights the pervasive issue of work friction, emphasizing its significant impact on both employee and customer experiences. He describes work friction as the invisible headwind that employees often face, leading to frustration, disengagement, and, ultimately, negative consequences for customer interactions. 

2. Employee Experience is a Shared Responsibility: Martel argues that work friction spans across various departments, including operations, finance, and leadership. All levels of the organization, from senior leaders to individual team members, play a role in creating an environment that minimizes work friction and promotes employee satisfaction.

3. Data-Driven Approach to Work Friction:The importance of adopting a data-driven approach to identify and address work friction effectively. This approach allows organizations to prioritize efforts, focus on the most impactful areas, and collaboratively work towards resolving issues to improve both employee and customer experiences.

4. Leadership Awareness and Collaboration are Key: Christophe underscores the critical need for leaders to be aware of the work friction their employees face and to bridge the gap between leadership perceptions and employee experiences.

Timestamps

[00:17:33] Christophe Martel explains the concept of work friction and its varying impact on different generations. 

[00:18:10] Discussing the challenges faced by employees when companies fail to provide the necessary tools for their job.

[00:20:52] Exploring the consequences of work friction on customer experience.

[00:27:05] How Fount's platform collects data to prioritize moments and touchpoints that cause the most friction for employees.

[00:32:34] Delving into the challenges faced by senior leaders in understanding and addressing work friction.

[00:37:41] an exercise for organizations to uncover the disparity between leaders' perceptions and employees' experiences regarding work friction. 

Quotes

1. "Encourage employee feedback as there's no survey fatigue when improvements are visible."

2. "Collaboratively address touchpoints causing breakdowns in the employee experience."

3. "Shift leadership focus from fixing employees to enhancing the work environment."

4. "Assess the disparity between leaders' beliefs and employees' experiences for effective problem resolution."

Connect with Christophe

LinkedIn - https://www.linkedin.com/in/cxpmartel/ 

Website - https://getfount.com/

His roots in brand management, marketing, and business strategy have grown from bustling Istanbul to the global stage in the UK since 2015. 

In his pursuit to redefine market research, Hakan embarked on a new chapter by founding Bolt Insight. This innovative company, under Hakan's leadership, introduced Boltjet AI, a groundbreaking qualitative research platform. 

With a passion for understanding consumers on a profound level, Bolt Insight employs agile hybrid research techniques, combining technology with qualitative and quantitative research methodologies.

Hakan's vision at Bolt Insight is simple yet profound – to sit businesses next to their customers. Through the revolutionary Boltjet AI, Hakan aims to provide businesses with unparalleled AI-powered qualitative research tools, facilitating a deep understanding and connection with their audience.

Beyond his entrepreneurial endeavors, Hakan's background includes a 15-year stint at Unilever, where he navigated different geographies, roles, and categories, offering him a unique perspective on the challenges businesses face in understanding diverse consumer profiles.

Key Takeaways

1. Revolutionizing Qualitative Research with AI: Unlike traditional survey formats, Boltjet AI engages respondents adaptively, generating quality probes and projective techniques to extract deeper insights. This AI moderator is designed to approach people effectively, avoiding biases and ensuring a comprehensive understanding of consumer perspectives.

2. Global Reach and Multilingual Capabilities: Boltjet AI is a globally accessible tool, functioning in 20 different languages. It adapts to local nuances, allowing businesses to connect with consumers worldwide. 

3. Efficiency and Accessibility in Market Research: The Bolt Insight platform offers a user-friendly, do-it-yourself (DIY) approach to market research. Companies can purchase credits, onboard their teams, and easily navigate the system to gain insights. 

4. Adapting to Changing Consumer Behaviors: The importance of businesses questioning whether they truly understand their customers in the current market landscape. With consumer behaviors evolving, relying on outdated data can lead to misinformed strategies. 

Timestamps

[00:07:42] Hakan details the adaptive nature of Boltjet AI, highlighting its ability to conduct qualitative research through dynamic and personalized interactions with respondents.

[00:15:56] The extensive 18-month development process of Boltjet AI, involving both software coding and qualitative research by experts to train the AI as a professional moderator.

[00:26:25] Overview of the Boltjet AI process, from engaging with respondents in various languages to the automatic generation of reports within 24 hours.

[00:31:54] Insightful homework for businesses: Evaluate whether their understanding of customer behaviors and category dynamics is based on recent data or outdated benchmarks.

Quotes

1. "Reassess your understanding of customers and adapt to post-COVID consumer behaviors by questioning old data and exploring new trends."

2. "AI streamlines the research process, delivering convenient and efficient insights by working as a moderator while you sleep."

3. "Bold Chat AI operates globally in 20 languages, offering a powerful solution for expanding companies to understand brand recognition in diverse markets."

4. "To stay ahead, question if your category dynamics have changed, ensuring you have recent data on consumer behaviors, category barriers, and opportunities for strategic decision-making."

Connect with Hakan

LinkedIn - https://www.linkedin.com/in/hakan-yurdakul-81832b12/ 

Website - https://www.boltinsight.com/ 

X - https://twitter.com/boltinsightcom?lang=en 

As the Founder of The InnerView Group and Infront Insights, Chris leverages his extensive experience to help companies reshape their customer interactions and elevate frontline performance.

With a focus on structured listening, Chris emphasizes the importance of understanding and responding to the needs of frontline employees. Through his platform, Infront Insights, he provides organizations with the tools and guidance needed to create a culture of continuous improvement and enhanced customer engagement.

A thought leader and advocate for frontline leaders, Chris recognizes their pivotal role in driving lasting change within organizations. His commitment to upskilling and supporting frontline leaders sets the foundation for successful change management initiatives, ensuring that organizations not only adapt to change but thrive in it.

Active on LinkedIn and a regular contributor to industry discussions, Chris Wallace continues to share his insights and expertise, inspiring others to prioritize structured listening and foster a culture of continuous improvement in their organizations.

Key Takeaways

1. Structured Listening is Crucial: The importance of structured listening within organizations. This goes beyond casual conversations and involves a systematic approach to understanding the needs and insights of frontline employees.

2. Frontline Leaders as Change Agents: The role of frontline leaders is paramount in the success of any change management initiative. They play a crucial role in maintaining continuous improvement within the organization.

3. Creative Media for Effective Communication: Whether it's podcasts, user-generated videos, or social media platforms, organizations should tailor their communication to match the preferred media of their audience.

4. ROI of Frontline Engagement:  Demonstrating a clear return on investment (ROI), Chris shares a success story where restructuring call interactions and aligning them with the brand message resulted in a 14x return in just six months. 

Timestamps

[00:05:12] The importance of focusing on frontline employees and customer experience, highlighting how these aspects significantly impact an organization's success.

[00:11:45] The need for a systematic approach beyond ad hoc conversations to understand frontline insights.

[00:19:03] Emphasizing the pivotal role of frontline leaders 

[00:25:48] Exploring the creative use of media for effective communication, Chris discusses the power of podcasts, user-generated videos, and social media in conveying evidence-backed messages to employees.

[00:31:39] Chris proposes a two-part homework assignment for listeners, encouraging organizations to evaluate their structured listening practices and asking frontline employees about one thing they want the company to know about customers.

Quotes

1. "Success in sales is intertwined with good customer experience, hindered often by the limitations of tools and systems used by frontline teams."

2. "Frontline leaders are the linchpin to successful change—change agents who drive reinforcement and lasting cultural shifts."

3. "Structured listening is a valuable resource for driving change, offering insights from your team as a crucial first step."

4. "Culture change occurs when you safeguard time for continuous improvement, fostering both short-term adaptations and lasting transformation."

Connect with Chris

LinkedIn - https://www.linkedin.com/in/christopherewallace/ 

Website - https://innerviewgroup.com/ 

X - https://twitter.com/innerviewgroup 

As the CEO of Enational Testing, US Drug Test Centers, and E7 Health, Dr. Baktari has demonstrated his entrepreneurial prowess, leading national companies that redefine accessibility to laboratory testing, drug testing services, and preventative health and wellness.

A sought-after business thought leader, Dr. Baktari's insights have been featured in prestigious publications such as The Washington Post, USA Today, Forbes, Barron's, and more. He is also an opinion writer for The Hill and the Toronto Star, contributing his expertise to a broad audience.

In addition to his corporate leadership, Dr. Baktari hosts the highly rated podcast "Baktari MD," where he shares valuable insights on various topics related to healthcare, entrepreneurship, and personal growth.

Furthermore, Dr. Baktari extends his influence through educational initiatives, offering a "High Converting Call Class" to help businesses enhance their phone handling skills and drive higher conversion rates.

In his relentless pursuit of excellence, Dr. Jonathan Baktari continues to be a driving force in the healthcare and business realms, leaving an indelible mark on the intersection of medicine and entrepreneurship.

Key Takeaways

1. Cultivating an Owner's Mentality: The importance of instilling an owner's mentality in employees. This approach aims to create a sense of responsibility and accountability among the staff, translating to a customer experience where interactions reflect the commitment and passion of owners.

2. Phone Handling as a Crucial Skill:  Through his "High Converting Call Class," Jonathan reveals that formal training in managing phone conversations can significantly boost appointment bookings and sales.

3. Challenges in the Healthcare Industry: The conversation delves into challenges within the healthcare industry, especially regarding the impact of third-party payments. The discussion highlights how external factors, such as the need to please third parties for payment, can sometimes distract healthcare professionals from delivering optimal patient care, leading to an unexpected focus on administrative tasks during patient visits.

Timestamps

[00:07:45] The concept of cultivating an owner's mentality among employees, elucidating how this mindset positively influences customer interactions and business success.

[00:17:02] Insights into the challenges faced by businesses, drawing parallels between a pizza shop owner and healthcare providers dealing with third-party payments.

[00:24:54] Overview of Dr. Baktari's companies—Enational Testing, US Drug Test Centers, and E7 Health—providing innovative solutions in healthcare, from convenient laboratory testing to nationwide drug testing and brick-and-mortar clinics.

[00:26:55] The importance of phone handling skills in business success and offering a systematic approach to improve appointment bookings and sales.

[00:29:20] Closing remarks, including various contact points for Dr. Baktari, his businesses, and additional resources such as the BaktariMD podcast available on YouTube and Spotify.

Quotes

1. "An owner's mentality in employees ensures customer interactions reflect ownership values."

2. "Recorded phone calls reveal business losses—training staff in call handling is crucial."

3. "Rather than more marketing, focus on converting existing calls into appointments for quick wins."

Connect with Dr. Jonathan

LinkedIn - https://www.linkedin.com/in/jonathan-baktarimd/ 

Website - https://jonathanbaktarimd.com/ 

Website - https://www.e7health.com/ https://www.usdrugtestcenters.com/ 

Podcast - https://jonathanbaktarimd.com/baktarimdshow/ 

As the Vice President of Customer Support at Intercom, he stands at the forefront of leveraging innovative technologies to redefine how businesses interact with their customers.

Throughout his illustrious career, Declan has been a trailblazer in steering customer service into the digital age. His commitment to understanding and meeting customer needs has propelled him into a key role at Intercom, a company renowned for its cutting-edge solutions in the customer experience domain.

Declan is not just a technology enthusiast; he is a passionate advocate for walking in the shoes of the customer. His belief in the power of firsthand experience and intentional customer engagement has shaped his approach to implementing Conversational AI.

As a thought leader and practitioner, he continues to inspire and educate the industry about the exciting opportunities that lie ahead in the era of AI-driven customer interactions.

Key Takeaways

1. Iterative Implementation of AI in Customer Support: The implementation of AI in customer support is not a big bang project but rather an iterative process. Businesses can start small, potentially within hours, and progressively enhance the AI's capabilities over time. 

2. The Importance of Walking in the Customer's Shoes: In the context of AI implementation, this practice becomes even more crucial as businesses undergo changes in how they interact with customers.

3. Strategic Content Management is Critical:  Declan stresses the importance of strategic content management, considering factors like structuring information for different customer classifications and being intentional about what sources are used to feed the AI bot. 

4.Transformational Impact of AI in Customer Support:  The application of AI is seen as a game-changer, offering opportunities for increased efficiency, real-time feedback to agents, and a shift in how businesses approach customer interactions. 

Timestamps

[00:07:12] Declan delves into the concept of "walk in the shoes of the customer," emphasizing the importance of intentional efforts by support leaders to understand and enhance the customer experience, especially in the evolving landscape of AI-driven support.

[00:17:45] The mechanics of enabling an AI bot in a matter of minutes and the critical role of content management in feeding the AI engine with relevant and structured information.

[00:26:50] The common concern of effort and the challenge of integrating AI into existing systems, advocating for a living, breathing project approach rather than a big bang, emphasizing the ongoing nature of AI implementation.

[00:32:11] Exploring the intersection of AI and brand consistency, Declan introduces the role of a conversation designer to ensure a seamless customer experience across AI-driven layers. 

[00:37:23] The final takeaway encourages support leaders to actively "walk in the shoes of the customer," stressing the need for various approaches, such as mystery shopping or direct conversations. 

Quotes

1. "Regularly walk in the shoes of your customer in an AI-driven world—it's essential for understanding and improving the customer experience."

2. "In AI, knowledge management is critical; carefully choose and update your information sources to feed your AI bot effectively."

3. "AI is transformational for customer support, presenting exciting opportunities to revolutionize how we deliver assistance."

Connect with Declan

Website - https://www.intercom.com/ 

LinkedIn - https://www.linkedin.com/in/decivory/?originalSubdomain=ie 

X - https://twitter.com/decivory 

As the co-founder and CEO of PolyAI, Nikola is at the forefront of revolutionizing customer experience through cutting-edge voice assistant technology. 

With a passion for leveraging artificial intelligence to enhance communication, Nikola leads PolyAI in developing efficient and high-quality voice assistant solutions for enterprises. His dedication to providing impactful solutions has positioned PolyAI as a key player in the industry, enabling businesses to deploy voice assistants that go beyond the traditional limits, making conversations more engaging and human-like. 

Nikola's insights into the evolving landscape of conversational AI and its applications showcase his commitment to driving innovation in customer interactions.

Key Takeaways

1. Efficiency in Voice Assistance Technology: Nikola Mrkšić highlights the efficiency of PolyAI's voice assistant technology, emphasizing its ability to provide high-quality interactions with end consumers. 

2. Advancements in Conversational Orchestration: Beyond the technological aspects, Nikola emphasizes the importance of effective conversation orchestration. PolyAI goes beyond simply answering questions, striving to create seamless and engaging interactions. 

3. Analytics and Insights: One of PolyAI's standout features is its ability to extract valuable analytics from deploying voice assistants at scale. Traditional IVRs often struggle to gather rich information in the initial seconds of a call. In contrast, PolyAI's deployments involve more extended, conversational interactions, allowing businesses to gain insights into customer behavior, preferences, and potential areas for improvement, thus transforming the contact center into a profit center.

4. Dynamic Conversational Adaptability: The dynamic nature of PolyAI's voice assistant, particularly its capability to adapt to users changing their minds mid-conversation. 

Timestamps

[00:07:42] Nikola sheds light on the challenges faced by companies in handling customer experience, leading to the exploration of voice assistant solutions.

[00:15:12] Discussing the broader capabilities of PolyAI beyond voice assistance, focusing on analytics and insights derived from extended, conversational interactions.

[00:21:00] Nikola recommends exploring innovative text-to-speech companies such as 11 Labs and PlayHT, highlighting the importance of effective conversation orchestration in voice technology.

[00:26:32] The conversation turns towards the dynamic adaptability of PolyAI's voice assistant, addressing the challenges of handling customer inquiries that evolve or change midway through interactions.

[00:32:05] The evolving landscape of customer experience technology, indicating a shift in companies recognizing the need for voice assistants as a solution to challenges in customer engagement and operational efficiency.

Quotes. 

1. "The rapid improvement in underlying models is propelling conversational capabilities at an unprecedented rate."

2. "Voice assistants are making a powerful comeback, transcending traditional accounts to revolutionize user experiences."

3. "Voice assistants won't replace other channels; they'll significantly enhance and complement them."

4. "Seamless voice assistants will inspire innovative ideas for their widespread and effective use."

Connect with Nikola

LinkedIn - https://www.linkedin.com/in/nikola-mrksic/ 

Website - https://poly.ai/ 

X - https://twitter.com/nikola_mrksic?lang=en 

With a career spanning 15 years, Enrico has left an indelible mark on businesses across four continents, showcasing his relentless dedication to fostering the growth and success of his teams.

Enrico's leadership philosophy centers around the core principle of serving others, a value instilled in him at a young age. Inspired by his experiences in the Boy Scouts, where he witnessed the impact of selfless service, Enrico has carried this ethos throughout his career. 

His unwavering belief in the mantra, "Take care of your team, and the business will take care of itself," reflects his commitment to placing the well-being and development of his team members at the forefront.

Enrico's accomplishments include successfully managing businesses of up to $500 million, turning around business units on multiple continents, and coaching numerous first-time managers to ascend to global executive roles. 

As the author of "Resonance," Enrico offers a unique approach to leadership education through a collection of short stories that convey powerful lessons. The five pillars he advocates—Brand, Responsibility, Act, Value, and Energy—spell out "Brave," symbolizing the courage required to lead in today's complex business landscape.

Enrico Biscaro continues to inspire and guide leaders through his impactful stories and insights, leaving an enduring legacy of leadership excellence and a profound commitment to the growth and well-being of those he leads.

Key Takeaways

1. Transitioning to Leadership: Transitioning to a leadership role requires a focus on observation and listening before taking action. Understanding the new environment and team dynamics is crucial for success.

2. Middle Management Training: Effective training for middle managers during transitions is an investment, not a cost. Targeted training for individual contributors moving into managerial roles significantly reduces the risk of failure.

3. Cultivating a Learning Culture: Leaders should create a culture of learning within their teams. Encouraging team members to seek knowledge actively fosters a mindset of continuous improvement and development.

4. Leadership Pillars - Enrico's leadership pillars—Brand, Responsibility, Act, Value, and Energy (BRAVE)—underscore the courage needed for effective leadership. Acting with purpose, aligning actions with values, and managing energy contribute to successful leadership.

Timestamps

[00:01:31] Guest introduction: Enrico Biscaro, an accomplished executive specializing in middle management challenges and team development.

[00:09:30] Enrico emphasizes the importance of observation and listening during transitions, urging new managers to understand the existing dynamics before taking action.

[00:13:34] The discussion shifts to the critical training needed for new managers during transitions, focusing on the impact of failed transitions on business and the importance of investing in middle management.

[00:18:45] Enrico advocates for creating a culture of learning within teams, where individuals actively seek knowledge, providing a cost-effective approach to ongoing development.

[00:23:40] Enrico shares a personal story about resilience learned from his grandmothers, highlighting the importance of managing reactions to events, a key leadership lesson.

Quotes

1. "Prioritize your team's well-being, and the success of the business will follow suit."

2. "Navigate career transitions with caution, emphasizing observation and listening before taking action.

3. "See employee learning as an investment, not a cost, fostering long-term individual and organizational growth."

Connect with Enrico

Website - https://www.enricobi.com/ 

LinkedIn - https://www.linkedin.com/in/ebiscaro/?originalSubdomain=ae 

X - https://twitter.com/BiscaroEnrico 

As the representative of Ovation, a company specializing in customer journey orchestration platforms, Chip has played a pivotal role in revolutionizing the way organizations approach and enhance their customer experiences.

With a background rooted in the financial and fintech industries, Chip's journey extends to diverse sectors such as business banking, commercial banking, credit unions, and community banks. 

One of the standout features of Chip's approach is his commitment to making customer experience a living, breathing process. 

He emphasizes the importance of empathy in understanding the customer's perspective and advocates for organizations to put themselves in their customers' shoes. 

Chip believes in identifying areas of improvement through the lens of the customer, leading to more efficient and effective operational processes.

Chip Kahn's insights into the dynamic landscape of customer experience technology and his dedication to helping organizations prioritize and enhance their customer journeys make him a valuable figure in the field. 

His forward-thinking approach and commitment to continuous improvement position him as a trusted guide for businesses navigating the intricacies of customer experience transformation.

Key Takeaways

1. Overlay Approach for Seamless Transformation: By implementing a customer journey orchestration platform like Ovation, organizations can enhance existing processes without starting from scratch. 

2. Data-Driven Improvement and Benchmarking: Ovation's platform offers a data-driven approach to improvement and benchmarking. It enables organizations to assess performance anonymously, internally, and even against other groups using the same product. 

3. Modular Solutions for Tailored Transformation: The modular nature of Ovation's platform is highlighted as a key feature. Organizations don't need to commit to the entire system upfront; instead, they can adopt features gradually. This modular approach ensures that organizations can build their customer experience strategy over time, aligning with their unique needs and priorities. 

4. Customer-Centric Perspective for Uncovering Opportunities: Chip suggests walking through different stages of the customer lifecycle and various products to identify pain points and areas for improvement. 

Timestamps

[00:05:42] Chip elaborates on the concept of customer journey orchestration, emphasizing its role as an overlay for process enhancement and the ability to identify areas for improvement in real-time.

[00:12:38] Discussion on the versatility of Ovation's platform, catering to various industries beyond financial services, including business banking, wealth management, capital markets, insurance, health tech, and even ag tech.

[00:18:56] Insights into Ovation's modular approach, allowing organizations to implement the platform gradually. 

[00:26:04] Chip explores the importance of empathy in understanding the customer's perspective

[00:29:23] Closing remarks and how to connect with Ovation through their website for further inquiries.

Quotes

1. "Walk in your customer's shoes and ensure their journey is seamless and efficient—it's about experiencing your product, not just using it."

2. "CX is a living process; meld a better customer experience with existing operations and evolve with your customer's needs."

3. "Always improve CX by asking, 'If I were the customer, how would I want this process to look?'"

4. "Start with the customer hat on, survey pain points, and resolve to make experiences smoother for true transformation."

Connect with Chip

Website - https://www.ovationcxm.com/ 

Linkedin - https://www.linkedin.com/company/ovationcxm/ 

X - https://twitter.com/ovationcxm 

With a background in e-commerce, Valentin has leveraged his extensive experience to help thousands of companies improve their business and embrace customer-centric strategies. As the founder of CVO Academy, an online platform, Valentin has brought together practitioners, authors, academic professors, and e-commerce experts to share valuable insights on enhancing customer lifetime value in the dynamic world of e-commerce.

As a former e-commerce entrepreneur, Valentin is passionate about evangelizing customer value optimization (CVO) as a new category in the field. His dedication to helping businesses navigate the complexities of CX and predict the future value of their customers has made him a sought-after figure in the industry.

In addition to his entrepreneurial endeavors, Valentin is the author of the upcoming book, "The CLV Revolution," where he distills his 17 years of knowledge in e-commerce and retail into a comprehensive guide on growing companies in a data-driven manner. 

Through his work, Valentin emphasizes the importance of understanding customer lifetime value as the key to sustained profitability and success in today's competitive market.

Connect with Valentin on LinkedIn and explore the transformative tools and methodologies offered by OmniConvert to empower businesses in their CX journey.

LinkedIn: https://www.linkedin.com/in/valentinradu/?originalSubdomain=ro 

Website: https://www.omniconvert.com/ 

Key Takeaways

1. Customer Value Optimization (CVO) as a Strategic Imperative: Valentin emphasizes the significance of shifting from a traditional marketing approach to a more holistic Customer Value Optimization strategy.

2. Data-Driven Decision Making: The critical role of data in modern e-commerce. Valentin stresses the need for businesses to leverage data analytics to make informed decisions. B

3. Importance of Customer Lifetime Value (CLV): Valentin underscores the centrality of Customer Lifetime Value in shaping long-term business success. 

4. Continuous Learning and Adaptation: Valentin shared insights into the role of CVO Academy as a platform for ongoing learning. By staying updated on industry trends, best practices, and emerging technologies, businesses can stay ahead of the curve and proactively respond to evolving customer expectations.

Timestamps

[00:03:45] Valentin shares insights into the ever-evolving landscape of customer experience (CX) and the pivotal role data plays in shaping personalized and impactful interactions.

[00:09:12] Exploring the three pillars of effective CX transformation: data, technology, and human touch.

[00:15:28] Valentin introduces the concept of "CX Alchemy," unraveling how businesses can turn raw data into golden customer experiences by leveraging technology while maintaining the essential human connection.

[00:20:59] A deep dive into the challenges and opportunities presented by AI in customer service.

[00:26:45] The conversation concludes with Valentin sharing actionable tips for businesses to enhance their CX strategies, emphasizing the importance of empathy, adaptability, and continuous learning.

Quotes

1. "Optimize every customer touchpoint; it's not just about selling a product but creating an experience that resonates and adds value at every step."

2. "In the world of e-commerce, data is not just information; it's the compass guiding you toward personalized customer experiences and strategic decisions."

3. "Your customers are not just transactions; they're relationships waiting to be nurtured. Focus on maximizing their lifetime value, and your business will flourish."

4. "Adaptability is the currency of success in e-commerce. Embrace a mindset of continuous learning, and you'll stay ahead in an ever-evolving landscape."

With a focus on making information more consumable and actionable, Micah advocates for the use of flowcharts to streamline procedures. His expertise lies in breaking down complex processes into intuitive layers, from intent to procedure, business logic, and system training.

Micah's approach involves a collaborative version control system, inspired by programming practices, ensuring that knowledge bases stay updated and relevant. 

With a background in conducting mapping exercises, he navigates clients through the challenges of knowledge-centered services, offering practical solutions for creating and maintaining effective knowledge bases.

Connect with Micah on LinkedIn (micahpeterson - https://www.linkedin.com/in/micahpeterson?originalSubdomain=ca) or reach out via email at peterson@procedureflow.com. 

Explore the innovative knowledge management solutions provided by ProcedureFlow at www.procedureflow.com 

Key Takeaways

1. Flowcharts for Enhanced Knowledge Management: Micah emphasizes the power of flowcharts in knowledge management, particularly in the customer experience domain. He argues that traditional paragraphs of text can be overwhelming and inefficient, while flowcharts offer a bird's eye view with an intuitive, action-oriented framework.

2. Layered Approach to Process Documentation: Micah introduces a three-layered approach to process documentation: intent to procedure, business logic, and system training. 

3. Collaborative Version Control for Knowledge Maintenance: A critical challenge in knowledge management is keeping information up to date. Micah highlights the importance of collaborative version control inspired by programming practices.

4. Practical Implementation and Quick Wins: Implementing a knowledge management system may seem like a daunting project, but Micah suggests a practical and phased approach. By identifying the critical 20% of processes causing 80% of challenges, businesses can focus on quick wins. 

Timestamps

[00:06:45] Micah discusses the origins of knowledge management, highlighting the evolution from tech support knowledge bases to broader knowledge management, emphasizing the various challenges organizations face in sharing and implementing knowledge effectively.

[00:19:52] Exploring the challenges of traditional text-based procedures, Micah explains the drawbacks of forcing users to read paragraphs before reaching actionable steps. 

[00:28:39] Micah shares insights into the dynamics of mapping exercises, discussing how teams often engage in healthy debates and collaborative decision-making during the process of defining and optimizing organizational processes.

[00:32:53] Addressing concerns about the perceived magnitude of knowledge management projects.

[00:43:27] Micah provides information on connecting with ProcedureFlow, inviting listeners to explore a demo and engage in conversations around knowledge management, emphasizing their interest in discussing knowledge-centered services and approaches for businesses.

Quotes

1. "Cleaning out your organizational 'garage' may be daunting, but the benefits far outweigh the effort."

2. "Taking complex tasks one step at a time is more effective than tackling the whole 'elephant' at once."

3. "Keeping information up to date is crucial; failure to do so can be detrimental to your business."

4. "Applying the Pareto rule, focus on the vital 20% of processes that cause 80% of your challenges for efficient improvement."

As a trailblazer in the field, Mary emphasizes the critical link between technology and human connection.

In her extensive experience, Mary has explored the intricacies of building conversational AI systems that not only showcase technological capabilities but also resonate with users on a human level.

She believes in the power of crafting personalized, engaging conversations that go beyond mere functionality, creating an experience that makes users feel heard and understood.

Mary is a strong advocate for the human touch in technology, emphasizing the importance of acknowledging users' past interactions and preferences. 

Beyond her expertise in AI, Mary Kathryn is passionate about helping companies define their unique brand voices. She encourages businesses to delve into the foundational questions of why they exist, what problems they aim to solve, and the emotions that drive their mission. 

Recognized for her innovative thinking and deep conversations, Mary thrives on engaging with forward-thinking individuals shaping the future of technology. 

Key Takeaways

1. Human-Centric Conversational AI: The importance of infusing human-centric elements into conversational AI.

2. Brand Persona and Differentiation: In the evolving landscape of AI and chatbots, businesses need to define a distinctive brand persona. Mary stresses the need for a human touch, moving beyond generic interactions. The conversation should reflect the heart of the company, its values, and the emotions that drive its mission. 

3. Short and Sustained Interactions: Mary Kathryn introduces the concept of "FaceTweet," emphasizing the importance of brevity in conversational AI. The interactions should mimic the concise nature of social media, maintaining short and sustained messages. 

4. Founder's Vision in Conversational Design:  The founder's original vision is crucial in designing effective conversational AI. Mary suggests revisiting the founder's mindset, especially in companies that have grown and evolved. 

Timestamps

[00:06:45] The flaws in conversational AI designs.

[00:15:02] The significance of humanizing brand interactions in conversational AI, moving beyond bot personas to represent the human essence of the company. 

[00:27:41] The foundational bridge between building technology and presenting it as a personality. 

[00:30:27] The conversation pivots to the role of founders in conversational AI initiatives. Mary Kathryn highlights the importance of bringing founders back into the design process. 

[00:34:13] Practical advice for building effective conversational AI, including the "FaceTweet" concept for concise and engaging interactions. 

Quotes. 

1. "Dare to be different, not just better—finding what sets you apart is key for successful marketing and brand building."

2. "Identify your unique factor, spend time drilling down on it; it's the foundation for all messaging, making you adaptable to the changing landscape."

3. "Good companies have a purpose beyond money; find that emotional connection, and use it consistently across all interactions for lasting impact."

4. "Think FaceTweet—short, engaging interactions; succeed in automation by being concise, human, and incorporating conditional logic."

Connect with Mary

Website - https://www.callmemkj.com/ 

LinkedIn - https://www.linkedin.com/in/callmemkj/ 

Twitter - https://twitter.com/ParentEPower 

Over the course of her career, she has earned numerous awards from prestigious institutions such as the National Society of Arts and Letters and the National League of Penn Women. Robin received the 2015 Human Rights Educator Award and the 2013 Kean Teacher of the Year Award. The Carnegie Foundation has acknowledged her as one of the great teachers of our time.

As a prolific author, Robin has written 26 published nonfiction books, covering diverse topics such as creative potential, strategic creativity, advertising, branding, design, nimble thinking in the digital age, and graphic design solutions. Her upcoming book, "A Career is a Promise: Finding Purpose, Success, and Fulfillment," is set to be published by Rutledge in 2023.

In addition to her role as a professor, Robin Landa served as a co-chair of Design Incubation, a communication design research organization. 

She is a CEO World columnist and has contributed articles to renowned publications like Fast Company and the Harvard Business Review. 

Beyond her academic achievements, Robin's background includes unique facets such as being Miss Teenage New York and a mambo champion, showcasing her multifaceted talents and experiences. Connect with Robin on LinkedIn, Instagram, and Twitter, where she shares her insights and engages with a diverse audience.

Key Takeaways

1. Strategic Creativity in Branding: The importance of strategic creativity in branding, advertising, and design. Unlike fine art, these fields involve communication with mass audiences, requiring a strategic approach that goes beyond self-expression. 

2. Understanding Your Audience: Landa suggests delving into pain points, identifying unmet needs, and leveraging social listening on platforms like social media to gain insights. 

3. The Three Gs Ideation Framework: —Goal, Gap, and Gain. Starting with the end goal in mind, teams can work backward to identify the gap or unmet need, and finally, determine the gain or benefit that will result from the creative solution. 

4. Curiosity and Continuous Learning: Landa underscores the role of curiosity in fostering creative thinking. Encouraging individuals to ask questions, explore diverse experiences, and step out of their comfort zones can lead to new perspectives and innovative ideas. 

Timestamps

[00:04:25] Robin Landa shares insights into the realm of strategic creativity, exploring its crucial role in branding and design. 

[00:11:16] The Three Gs Ideation Framework. The importance of starting with the end goal, identifying the gap, and determining the gain in the creative process. The concept serves as a structured approach to ideation.

[00:14:50] Landa emphasizes the significance of understanding your audience in the creative process. By delving into audience pain points, unmet needs, and leveraging social listening, one can create solutions that resonate and benefit consumers, fostering brand loyalty.

[00:22:35] Curiosity and continuous learning are as essential drivers of creativity. 

[00:28:09] Robin Landa concludes with a powerful message on the evolving nature of creativity, urging professionals to embrace curiosity, stay adaptable, and continuously learn in order to thrive in the dynamic landscape of branding, advertising, and design.

Quotes

1. "Creativity is problem-solving; start with the end goal, identify the gap, and drive purposeful solutions."

2. "Understand your audience's pain points, create solutions that resonate, and build brand loyalty through meaningful connections."

3. "Embrace curiosity, ask questions, and explore the unknown—innovative ideas arise beyond your comfort zone."

Connect with Robin

Website - https://www.robinlanda.com/ 

LinkedIn - https://www.linkedin.com/in/robinlanda/  

Twitter - https://twitter.com/rlanda 

With a passion for helping businesses excel in the digital landscape, Tyler has built his career on understanding the intricacies of customer experience, from the initial stages of brand awareness to post-purchase satisfaction.

Tyler has a keen understanding of the interconnected nature of sales, marketing, and customer success, and emphasizes the pivotal role of customer experience in uncovering challenges across various business facets. 

His wealth of experience enables him to guide clients through the complexities of the customer journey, from initial contact to post-purchase support, shedding light on critical touchpoints that influence brand perception and customer satisfaction.

Tyler's philosophy revolves around the continuous pursuit of improvement, prompting organizations to ask hard questions about where they might fall short. He advocates for a holistic approach, addressing areas such as people, culture, product, and process. 

Through his candid and engaging discussion with me today, Tyler encourages businesses to embrace self-reflection and humor in the pursuit of enhancing their overall customer experience.

Key Takeaways

1. Holistic Customer Experience: Tyler emphasizes the integral role of customer success in uncovering challenges across the entire customer journey, emphasizing that it's not just about the product but the comprehensive customer experience. 

2. Identifying Friction Points: Tyler suggests that challenges often emerge at the entry points of different stages—pre-purchase, purchase, and post-purchase. Miscommunication and unmet expectations can lead to breakdowns, and he stresses the importance of setting clear expectations to enhance the overall customer experience.

3. Continuous Self-Reflection: Tyler encourages businesses to engage in self-reflection regularly, categorizing areas of improvement into people, culture, product, and process. 

4. Managing Expectations: The critical need for managing and setting clear expectations, particularly in an era where customer expectations are shaped by industry giants like Amazon. 

Timestamps

[00:04:25] The role of customer success, customer service, and support in uncovering challenges within a brand. 

[00:10:00] The continuum of the customer journey. The challenges and potential issues faced by customers from recognizing a need, making a purchase, implementing a solution, to post-sales support. 

[00:14:50] Tyler discusses the entry points of friction in the customer journey, emphasizing challenges at the pre-purchase phase, the purchase stage, and post-purchase. 

[00:18:50] The crucial role of customer success in uncovering challenges across the entire customer journey, emphasizing that it's not just about the product but the comprehensive customer experience.

[00:20:45] Tyler introduces the concept of the customer experience as a circle, emphasizing friction points at the beginning of each stage

[00:23:29] The importance of managing expectations and setting clear guidelines to avoid customer dissatisfaction. 

[00:26:55] Tyler proposes a reflective exercise for organizations—asking the hard question, "Where do we suck?" He categorizes areas of improvement into people, culture, product, and process, encouraging businesses to engage in continuous self-reflection.

Quotes

1. "It's not just the product. It's really the whole customer experience that gets uncovered with that customer success person."

2. "Sales are great because you identify those initial reasons why someone's coming to you. Customer success is more about retention, but you learn a ton from both."

3. "Friction points usually happen at the beginning of each stage."

Website

LinkedIn - https://www.linkedin.com/in/tylerpigott/ 

Website - https://www.lonefircreative.com/ 

Twitter - https://twitter.com/tylerpigott

She is the CEO of Customers First, a company dedicated to curating customer-centric cultures to boost sales and reduce employee attrition. 

Tacey's mission revolves around instilling the values of relationship building and customer experience in businesses across various industries worldwide.

Born and raised in Nova Scotia, Canada, Tacey's upbringing was deeply rooted in her father's commitment to community and relationship building. Her father's dedication to serving and caring for customers left an indelible mark on her, inspiring her to follow in his footsteps and share his legacy of customer-centric values with the world.

At Customers First, Tacey Atkinson has developed a unique and interactive training program called "cake," designed to enhance employee engagement and foster lasting brand loyalty. Through strategic planning, leadership training, customer-facing team training, and speaking engagements, she empowers organizations to prioritize customers and create memorable experiences.

Tacey Atkinson's dedication to elevating the customer experience extends beyond the customer-business relationship. She also advocates for prioritizing employee experiences, recognizing that a satisfied and motivated team is essential to delivering outstanding customer service.

In her pursuit of bringing back the human touch to customer service, Tacey encourages businesses to put their teams and customers first. She believes that by building strong relationships and fostering a culture of care and commitment, organizations can naturally achieve success and financial growth.

Key Takeaways

1. Prioritizing Customer-Centric Cultures: Tacey Atkinson emphasizes that by making customers feel valued and cared for, businesses can build lasting relationships and achieve long-term success.

2. Personalization Matters: Tacey advocates treating each customer as an individual rather than a transaction, drawing from her own experiences growing up in a family that prioritized personal connections.

3. Employee Engagement and Satisfaction: A happy and motivated employees are essential to delivering exceptional customer service. 

4. The Human Touch: In a world increasingly dominated by technology, Tacey believes that genuine, human connections are at the core of exceptional customer experiences, and businesses should focus on building and nurturing these connections.

Timestamps

[00:04:52] Tacey emphasizes the significance of building customer-centric cultures in organizations and how it leads to long-term success.

[00:09:37] Personalization in customer interactions is discussed, with Tacey sharing insights from her upbringing and how it influenced her views on the importance of personal connections.

[00:13:58] Tacey highlights the role of employee engagement and satisfaction in delivering exceptional customer service and its impact on overall business success.

[00:18:20] The interview explores the need to strike a balance between technology and the human touch in customer service, with Tacey advocating for genuine, human connections.

[00:25:09] Tacey discusses the concept of "emotional intelligence" and how it can be harnessed to enhance customer experiences and build lasting relationships.

Quotes

1. "Success in sales is about opening relationships, not just closing deals."

2. "Personalization is your secret weapon in a world of automation."

3. "Create 'wow' moments to turn customers into brand advocates."

4. "Embrace technology without losing the human touch in customer service."

Connect with Tacey

LinkedIn - https://www.linkedin.com/in/taceyatkinson/ 

Website - https://www.taceyatkinson.com/ 

Instagram - https://www.instagram.com/taceyatkinson/ 

TikTok - https://www.tiktok.com/@taceyatkinson 

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

1. 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. 

2. 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.

3. 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. 

4. 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

1. "Shift from selling to serving. Solve problems, build trust."

2. "Remove risk. Make taking the first step easy. Price it low."

3. "Solve known pains, not unknown problems. Be the solution."

4. "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 

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

1. Specialized Preventive Care: Dan’s mission to bridge the gap between technology and healthcare, offering specialized preventive care through data-driven insights. 

2. 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. 

3. 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.

4. 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. 

5. 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

1. "Success is a journey, not a destination. It's about continuous improvement and learning from every step you take."

2. "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

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 

1. 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.

2. 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.

3. 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.

4. 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

1. "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

2. "Negative reviews are a gift that helps you improve your business; always treat them as opportunities to fix what's broken." - Irina Poddubnaia

3. "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

4. "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 

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

1. Importance of Trust and Value: Curt emphasizes the critical role of trust and value in successful sales and business development. 

2. 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. 

3. 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. 

4. Balancing Old and New Approaches: The interview explores the idea of reconciling old-world ways of doing business with the preferences of younger generations

5. The Power of Assumptive Close: The significance of the assumptive close during the sales process, allowing salespeople to transition prospects into customers smoothly. 

6. 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

1. "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."

2. "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

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

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

• 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."

• 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 

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

• Employee Retention: "Those 3 categories are the real cause of employee retention. And those 3 categories are; employee engagement, employee experience, and career development."

• 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."

• 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/ 

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

• 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."

• 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."

• 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

Mike’s parents started their family business. But just a few years after joining the business, his dad unexpectedly passed away. All of a sudden, Mike had what felt like the weight of the world on his shoulders. He had to lead this business. 

He had no preconceived notion of "the way things are done" in the industry. He was struggling to the point where the city briefly shut them down. This shattered Mike’s world. But he just naively started to solve problems. And that was the magic. 

Mike and his team began changing the way construction is done. Starting with an attractive culture unique to the construction industry they hired the best talent. 

Together they solved chronic construction inefficiencies, applied techniques from manufacturing, and integrated traditionally unaffiliated trades. This resulted in higher quality and lower cost projects. 

In this episode, we explore the current housing crisis and what can be done to address it. Mike and I discuss interesting techniques in developing apartment complexes and planning for the resident experience. 

We also chat about the importance of hiring the best people, the value of employee experience, and the benefits of in-house manufacturing. 

Additionally, we discuss introducing new technology to remove pain points and create a better overall experience for residents.

Listen in for an informative and eye-opening episode that offers insights into solving the affordable housing crisis in America.

Key Takeaways

• The lack of affordable housing and rental properties in the country
• Techniques in developing apartment complexes and planning for the resident experience
• Strategies for attracting and retaining the best people
• How Mike is building an efficient in-house construction team
• Focusing on employee experience to improve the overall customer experience
• Using technology to improve efficiency and remove pain points
• Creating workspaces or co-working spaces within apartment buildings
• Partnership with Toyota for manufacturing improvements

Timestamps

[00:00:39] "Exploring Real Estate CX with Norhart Construction"

[00:05:37] "DIY plumbing leads to innovative construction solutions"

[00:09:58] "Innovative Building Solutions: Kit of Parts Approach"

[00:10:51] "Rental Market Shortage Leaves Families Homeless"

[00:16:14] "Construction Company Creates Google-Like Culture for Employees"

[00:18:46] "Creating an Exceptional Employee Experience for Success"

[00:23:55] "Norhart's Innovative Plan to Solve Housing Affordability"

Quotes

• Creating a Culture of Excellence: "We have an entry-level, brand new general labor construction worker who gets unlimited paid time off. I don't know of any other company in our space that does that kind of thing."

• Creating Google-like Spaces for an Optimal Employee Experience: "The employee experience has a very big impact on the company culture. If you find the best people and cultivate them, well, then it spills over."

• Hiring the Best People: "The most important lesson that I've ever learned is to hire the very best people. What most business owners don't understand is that the best people outperform the average by five to ten times as much."

Connect with Mike

Linkedin - https://www.linkedin.com/in/mikekaeding/ 

Website - https://www.norhart.com/ 

Twitter - https://twitter.com/mikekaeding 

Her focus is on customer retention and how to quantify the financial risk associated with poor customer experience. 

Paula’s work involves linking customer experiences with the behaviors that make organizations money, such as buying more and recommending the business to friends and family. She has developed tools and techniques to identify the specific experiences that degrade loyalty the most and cost businesses the most money.

On today’s episode, I sit down with Paula to dive into the science of customer experience and the importance of identifying and addressing pain points to boost revenue. 

We also discuss the growing need for human connection in business settings and the challenges companies face in bringing employees back to the office. 

Paula shares her expertise in customer experience, improvement, and retention, highlighting the three key things every business should focus on; identifying and eliminating customer friction, having a solid problem-resolution system in place, and encouraging and measuring customer engagement outside of the purchase cycle. 

We also touch on the importance of involving frontline staff in the design of customer experience programs and how to avoid the common problem of projects having a slow death after the initial excitement. 

Overall, today’s episode provides valuable insights on how to improve customer experiences and drive revenue growth.

Key Takeaways

• The importance of identifying and addressing pain points in boosting revenue
• Focusing on the negative experiences, and why such experiences are more predictive of market action
• The impact of digital transformation on the customer’s perspectives and expectations
• Challenges in returning to the office: Companies are facing challenges in bringing employees back to the office, with more and more employees having a preference for hybrid work arrangements
• The need for better metrics: There is a growing need for better metrics for understanding where to invest and grow a business
• Engaging customers outside of the purchase cycle, and why it’s important for companies to constantly seek new ways to engage with customers outside of the purchase cycle

Timestamps

[00:04:25] "Boosting Business Revenue Through Customer Retention"

[00:10:30] "Traditional Surveys Are Losing Favor Among Customers"

[00:18:31] "Involving Frontline in Customer Experience Programs"

[00:22:33] "AI not yet a threat to Frontline jobs"

[00:28:12] 2023 Predictions: More Digital, Value & Adaptability

[00:34:07] "Fundamental Business Growth Strategy: Moving Beyond Technology"

[00:39:24] "CX Stash: Your One-Stop Shop for CX Tech"

Quotes

• "Customer Experience: It's dissatisfied customers. It's those negative problem experiences that actually predict negative market action."

• "The Importance of Leadership in Building a Successful Customer Experience Program: 'It's really a long game and it's definitely a marathon.' "

• On involving the Frontline in Customer Experience Change Management: "If you just keep it in the boardroom and then expect these soldiers to carry out these orders, you're going to have a mutiny on your hands without question."

Connect with Paula

Linkedin - https://www.linkedin.com/in/paula-courtney-3b23861/ 

Website - https://verdegroup.com/ 

He acknowledges that entrepreneurs are society's greatest heroes because they have big hearts and big visions to make a difference for fellow men and women. 

In my interview with him, Nicky shares insights on the concept of "passionate sharing" and the importance of having a purpose beyond money in business. He shares stories of successful people and highlights their common traits such as; investing in continuous learning, prioritizing reading, and focusing on solving problems for people. 

We also explore the difference between being an expert and a thought leader, and the value of charging appropriately for your services. Tune in to learn how to take your business to the next level and become a successful thought leader.

Key Takeaways

• The Concept of "Passionate Sharing", and why it’s important to dive into business with the thought of being of the benefit of others
• Common threads among successful people, and how they value and invest in personal and professional development
• The importance of having a mentor or coach in your life
• Why charging appropriately benefits both you the business owner and your clients too

Timestamps

[00:04:36] "Thought Leadership: How to Become a Rare Gem"

[00:07:17] "From Expert to Thought Leader: Why it Matters"

[00:17:11] "Transform Your Business with These Affordable Secrets"

[00:18:46] "Charge Your Worth: How Pricing Impacts Results"

[00:23:45] "Get Your Sexy Back: The Power of Messaging"

[00:28:11] "Seven Common Habits of Ultra-Successful People"

[00:31:39] "Commit and Get Resourceful: Keys to Success"

[00:32:46] "12 Characteristics of Successful & Humble Entrepreneurs"

[00:34:49] "Easily Connect with Nicky for Change"

Quotes

• On The Difference between an expert and a thought leader: “An expert is someone who knows something. They're smart. But unfortunately, experts are a diamond dozen. There are lots of people who know something about a subject, but a thought leader on the other hand is someone who's known for knowing something by a group of people that care very deeply about what it is that they know something about. So thought leaders are rare and valuable."
• The Importance of Business Purpose: "Business is not about dollars. It's about people. When you use your business to solve problems for people, you earn the right to make a profit and you fulfill your purpose."

Connect with Nicky

Linkedin - https://www.linkedin.com/in/nickybillou/  

Website - https://www.ecircleacademy.com/  

Instagram - https://www.instagram.com/nickybillou/   

Book a free appointment - https://www.ecircleacademy.com/appointment   

He earned the 31st CCXP designation and has helped hundreds of companies advance their CX initiatives and increase their ability to deliver value for clients. 

A serial innovator, Mike has figured out methods and techniques to embed the power of CX stories into operations and cultures. His clients have created over $2 billion in value by applying them. He has worked extensively in Europe and the Americas and speaks English, Portuguese, Spanish, and (a little) Russian. 

Mike’s favorite work is using CX to figure out the future. He believes that customer experience is the perfect tool for businesses to create a meaningful connection with their customers and that brands cannot succeed unless they keep their promises. He has helped many businesses to pivot and adjust their strategies, during tough times like the COVID pandemic or geopolitical unrest, by leveraging the power of their stories and creating meaningful customer experiences.

In this episode, Mike and I delve into finding the essence of a story for branding by knowing who you are and improving observation skills with mystery shops. Mike shares his experience in prototyping technology and optimizing the checkout experience. 

Key Takeaways

• How leaders can create a safe space and build trust, and the importance of building a culture of being genuinely curious and asking emotionally intelligent questions.
• Making Transitions feel more real for customers
• Recognizing and handling common complaints among employees
• Mike’s thoughts on CX. Why it’s all about doing things for others, not to others
• Involving your customers in the change process. If you want to find the right approach for customer experience solutions, you need to place yourself in your client's shoes and understand his needs and pain points. 

Timestamps

[00:02:41] "Finding the essence of a story"

[00:06:48] "Aligning Customer Needs with Honest Communication Strategies"

[00:12:43] "Building Rapport & Solving Business Misalignment Challenges"

[00:18:32] "Creating a Powerful Future Story for Change"

[00:23:14] "Transforming Experiences: 3 Success Stories"

[00:25:07] "Transitions expands to retail with a new approach"

[00:27:27] "Creating a Revolutionary Brand Experience for Glasses"

[00:34:25] "Revolutionizing Eyeglass Shopping Experience Through Technology"

[00:36:46] "Storytelling Through Customer Experience Analysis"

[00:38:41] "Meet Consultant Mike Wittenstein: The Expert Guide"

Quotes

• On customer Experience Design: "Solutions are always about people. They are front and center, whether it's call center, retail, waiting rooms at hospitals, amusement parks, or whatever. It's all about how people respond. So if you don't show your chops in terms of understanding people, the conversation won't go too far."

• On Leading Change with Future Stories: "I believe that because there is so much change right now and so much ambiguity and so much opportunity and so many well-educated people... it makes sense that it's the leader's responsibility to paint that picture of the future. Now, should she or he do it themselves because they're in a position of power? Absolutely not. They should do it as a with my people, exercise, with my clients, with my partners and employees."

Connect with Mike

Website - https://storyminers.com/ 

LinkedIn - https://www.linkedin.com/in/mikewittenstein/ 

Email - mike@storyminers.com 

Phone - 404 229 5809

Twitter - https://twitter.com/mikewittenstein?lang=en

Victoria is recognized across North America as a dynamic, captivating keynote speaker, published author, and dynamic executive. Her story of overcoming unspeakable odds to live a life of no excuses is both moving and incredibly inspiring.

She draws from her 20+ years in corporate senior leadership at companies like IBM and American Express to deliver engaging, inspiring keynotes to audiences across North America.

With her impressive rise to the top of companies early in her career, Victoria offers valuable lessons on leadership and personal and corporate branding. Her experience is a great resource for anyone looking to navigate the future of work and succeed in their professional life.

In this episode, she shares key lessons from her personal branding experiences and advises listeners on essential traits of successful leadership, namely; relevance, resilience, and transparency. We also discuss the importance of building trusted relationships with clients and understanding the B2B landscape, as well as the HR role becoming more strategic in terms of skills development and diversity and inclusion. 

Listen to this episode to learn from Victoria's journey and gain insights into modern leadership practices.

Key Takeaways

- Introduction: focusing on a different approach to leadership 

- Victoria Pelletier's background in corporate leadership

- Overcoming adversity in youth

- Advancement through work ethic and skills

- Lessons learned: staying relevant, building a strong personal brand, and resilience 

- The importance of transparency and relationship building in business

 - Why it’s important to avoid a political culture of empire building 

- The need for adaptation and using our brains 

-  Victoria shares a personal branding exercise and suggests resources you can use for this 

- Successful relationship building

- Managing change and transformation

- How poor communication and management lead to failure 

- The hybrid model of remote and in-office work 

- Connection to purpose and alignment with values 

- Strategic hr role in skills development and planning 

- The importance of diversity and inclusion

- Productivity and culture in the workplace

- The need for education and focus on clear deliverables 

- Compensation based on experience and productivity 

- Implementing policies and procedures that prioritize engagement and productivity 

- Victoria Pelletier's achievements and inspirational speaking career

Quotes

• The Future of Workforces with Victoria Pelletier: "Life is changing. The advent of AI is going to change all of our jobs. But the reality is that you really have to understand what's happening in workforces today, what's happening and how can we think about our workforce for the future."
• Managing Change in Business: "Change is inevitable. Leadership has to be out in front of it. They actually have to forecast it to some degree, and then they have to have everyone trust that they're going to take them through it well."
• Relationship-Based Selling: "Relationship-based selling is not about your product, it's not about your service, it's not about your company. It's not even about you, the salesperson. It's about them, the prospect, the customer. It's about understanding what their issues are, what their needs are, what their pain points are, what they're trying to achieve."

Connect with Victoria

Website - https://victoria-pelletier.com/ 

LinkedIn - https://www.linkedin.com/in/victoriapelletier/ 

Twitter - https://twitter.com/PelletierV29 

As the Founder and CEO of Simply Noted, Rick developed a proprietary technology that puts real pen and ink to paper to scale handwritten communication, helping businesses of all industries scale this unique marketing platform to stand out from their competition and build meaningful relationships with clients, customers, and employees.

Founded in 2018 and based in Tempe, Arizona, Simply Noted has grown into a thriving company with clients of various sizes across the country including in hospitality, real estate, insurance, nonprofit, franchise, B2B, and others. 

Rick has served as the company’s CEO since its founding, for more than four years, and has over a decade of sales and marketing industry experience. In his own words, Rick helps businesses of all industries to stand out from their competition & build meaningful relationships by using unique marketing platforms. 

Key Takeaways

• A look into Rick’s platform, Simply Noted, and what they’re doing differently that’s making them stand out from competitors
• The quality materials and robot building system that has made it possible for Simply Noted to deliver quality goods to its clients
• A unique client acquisition and retention process that can work magic for any business
• Gift your customers, and why it’s  better to focus on client retention as opposed to marketing for more leads
• Handwritten notes as a solid strategy for molding and strengthening existing business relationships

Connect with Rick

Website - https://simplynoted.com/ 

LinkedIn - https://www.linkedin.com/in/rick-elmore 

Twitter - https://twitter.com/RickyElmore44 

He was classically trained as an HP Product Manager and was then recruited by Apple to bring the first hard disk drive on a PC to market. As a result of his leadership & management skills, Apple promoted David first to Apple Group Product Manager & later Business Unit Manager at the same organizational level at the same time as Steve Jobs. 

Based upon his over five decades of experience, David is the author of the Wiley Book "Successful Product Design and Management Toolkit", "Building Insanely Great Products" and "Organizing and Managing Insanely Great Products" all available on Amazon worldwide.

Over the years, David has been responsible for 75+ products representing over $250M in revenue. In addition to all these, he is also a Distinguished Professor of Practice and Advisor in Product Management Programs. 

Key Takeaways

• David talks about the knowledge and skills that he’s picked during his career at HP and Apple
• The events that led up to the misguided decisions that Hp made; including the acquisition of Compaq and Tandem under Carly Fiorina 
• The underdog mistake that most small computer companies make i.e. Defining themselves as focused on the mini-computing market rather than the computing market. Much like how railroad companies in the past have failed to identify themselves as being a part of the larger transportation market
• The devastating side effects caused by the chasing of quarterly profits by top management - as opposed to pursuing increased annual results - and how this has devastated top companies such as HP, resulting in financially based decision making instead of customer-based decision making. 
• Why customer satisfaction will always be the number one indicator for success in business
• The evolution of tech companies through the years, and why companies such as Xerox, even with their amazing inventions, failed to reach peak potential or market dominance 
• David shares his 5-step process for product success; one that has been fruitfully used by  massive companies like Apple

Connect with David

Website - https://spicecatalyst.com/ 

LinkedIn - https://www.linkedin.com/in/davidfradin/ 

Twitter -  https://twitter.com/DavidFradin1

Admanity is the first company to create an online test and predictive emotional algorithm to determine the best emotional advertising strategy for any business, in any niche. 

The simple Admanity test isolates one of 15 emotional archetypes best suited for the business is the only algorithm that can identify a company’s emotional archetype and then identify its ideal advertising strategies, tactics, formulas, and even copywriting tactics. 

It gives agency-level recommendations that the brand can use for years. 

In addition to creating Admanity algorithm for The Admanity Protocol, he has written over 2,000 pages of Admanity curriculum and training materials, as well as being the author of the book “Sheep Don’t Eat Complicated Grass!” 

Brian is an expert in emotional marketing and advertising tactics and is a skilled, entertaining speaker and podcast guest.

Key Takeaways

• The magical test that Brian’s company, Admanity, offers small business owners, as a way to classify and predict the nature of a business
• Business archetypes. Brian shares with us the science behind his company, and how exploring the emotional connection between a business and its customers is the key to creating powerful business stories.
• How any business owner can harness the power of emotions to sell. And how knowing your business archetype lays the foundation for such a project. 
• How Admanity differs from an ordinary agency. Brian shares how his team helps its clients in building a powerful brand that is psychologically on point
• The most successful emotional triggers as utilized by leading brands in prosperous advertising campaigns
• Brian talks about his book, Sheep Don't Eat Complicated Grass, and its connection to his business philosophy

Connect with Brian

Website - https://admanity.com/ 

Facebook - https://www.facebook.com/theadmanity 

LinkedIn - https://www.linkedin.com/in/briangregoryadmanity 

Instagram - https://www.instagram.com/the_admanity/ 

Sheep Book - https://sheepdonteatcomplicatedgrass.com/wp-content/uploads/2017/07/Sheep-Book-Sales-Letter-FINAL-July-2017.pdf 

Tyler founded Nuclear Networking in 2010. He studies the landscape and positioned Nuclear Networking as a niche performance and deliverable-based marketing firm focused solely on growing his client’s businesses. 

He brought many former business owners on board to build an elite firm with unmatched business acumen that would allow Nuclear Networking to successfully serve investors in private equity, portfolio management, and more. 

SEO, live analytics reporting, and Digital advertising strategy is their core competencies.

Key Takeaways

• The difference between traditional digital marketing agencies and what Tyler and his team are involved in
• Marketing activities that small companies can practice in order to stay above the digital noise
• Learning to adapt through economic uncertainties
• Three questions every company needs to have the answers to; Who are we as a business? What guarantees can we offer our customers? and Are we doing a good job at pre-educating our prospects?
• Why it’s important for a company to first ensure it has a scalable infrastructure before trying to establish its niche or work out its pricing
• The kind of lead generation content that is good enough to get customers interested in what you have to offer
• A few examples of acquisition practices that a company can do for its customers in order to get more business deals

Connect with Tyler

Website -  https://www.nuclearnetworking.com/ 

LinkedIn - https://www.linkedin.com/in/mrtylerhorsley/ 

Twitter - https://twitter.com/MrTylerHorsley 

As an advocate for independent creators, he hosts "I Have A Podcast®" and serves as the editor-in-chief of ihaveapodcast.com, a premier destination for indie podcasters looking to advance their careers. He also shares valuable creator economy business strategies, insights, and experiences with co-host Judi Fox on "Let's Talk Social Audio."

As a television network executive at MTV Networks (98-07) he discovered talent & developing new ways to support their goals. Pioneering how brands and business owners could contribute to their public narrative, he helped them become hosts, stars, and producers of their own tv series. Early hits include Punk’d, The Osbournes, Wild 'N Out, TRL, 8th & Ocean, Laguna Beach, & The Challenge. Talent brands he helped launch include Mandy Moore, Nick Cannon, Lindsay Lohan, Ashlee Simpson, Kelly & Jack Osbourne and so many more. 

Since then, he and his team at VPE.tv have continued to be well-trusted connectors who develop and distribute original content across all media platforms. Especially podcasts! 

Key Takeaways

• Vinnie’s experience working for MTV as a young and energetic creator
• The transitional period for MTV, and the process they had to undergo in order to reinvent themselves
• The approach Vinnie takes when handling his new clients and media creation projects. How and why he ensures that the content being produced perfectly matches the artiste
• Steps you can take in order to successfully launch and grow your podcast or vlog
• Blogs as a tool for brand growth

Connect with Vinnie

Website -  https://vpetalent.com/ 

Facebook - https://www.facebook.com/VPEtalent 

LinkedIn - https://www.linkedin.com/in/vinniepotestivo/ 

Twitter - https://twitter.com/vinniepotestivo 

Instagram - https://www.instagram.com/vinniepotestivo/ 

YouTube - https://www.youtube.com/vpetv 

Prior to Guidde, Dan served as the VP of Product and first business hire at Upstream Security, a venture-backed and leading automotive cloud cybersecurity solution provider. Before Upstream, Dan was Co-founder and VP of Marketing for Qwilt, a venture-backed startup, from inception to becoming the market leader in Edge Content Delivery with eight-digit annual revenues. 

Earlier in his career, Dan held a variety of product and marketing roles in leading vendors such as Crescendo Networks (acquired by F5 Networks), Juniper Networks, and Kagoor Networks (acquired by Juniper) as well as engineering management positions at Kagoor Networks and Seabridge (Nokia Siemens Networks). 

Dan holds a Bachelor's degree in Computer Science and Business from Tel Aviv University Magna Cum Laude and an MBA (Marketing) from the Leon Recanati School at Tel Aviv University.

Key Takeaways

• Guidde’s mission: to help businesses access the right knowledge for their operating procedures
• Continuously improving  your knowledge-capturing processes
• Dan’s take on the type of companies that can implement their knowledge management system
• Alternative ways to share information, and why it’s important to diversify your knowledge management tools
• How anyone can work with the Guidde team to come up with the best ways to capture information

Connect with Dan

Website - https://www.guidde.com/ 

LinkedIn - https://www.linkedin.com/in/dansahar/ 

Email - dan@guidde.co 

His background includes over 30 years of design, development, and solution creation. In the past, Rob's roles have included staff developer, director of development, and architect administrator. 

He received his MBA (with a concentration in e-Business) at the University of Phoenix and also holds a BS in Computer Science from the Rose-Hulman Institute of Technology. 

Rob has written and published a semi-biographical book, e-books, and a book on software development careers. He is also a podcaster and a regular contributor to the blog titled Develpreneur. 

Key Takeaways

• Spending time in your customer's shoes. Learn how you can occasionally dig in, understand, and leverage your client’s needs 
• Rob’s working process. Rob’s method of ensuring an organization’s goals are aligned in all departments so that there’s uniformity in expectations vs deliveries
• The information Rob needs from a business before he can recommend possible solutions
• The obstacle is the way. Learn how you can start turning your errors and failures into success 
• A solution-building system. Rob explains why understanding your customer’s expectations and experience is the key step during the design phase of building a solution
• Areas in which Rob is proficient in the digital assistant niche
• Seeking feedback on your customer’s definition of success

Connect with Rob

Website - https://rb-sns.com/ 

LinkedIn - https://www.linkedin.com/in/robbroadhead/ 

Twitter  - https://twitter.com/rbcposts 

Schedule a free call - https://calendly.com/rob-interview/1-hour-discussion

He prides himself in having the innate ability to motivate companies’ sales teams to turn mundane case studies into compelling case stories so they win more new business. From John’s award-winning career at Conde Nast, he shares with us today the lessons he learned.

John is the Best-selling author of the book Better Selling Through Storytelling, he’s the creator of the online course "Revenue Rockstar Mastery.", and the host of his own Podcast “The Successful Pitch” which is heard in over 60 countries.

John also has a new book, The Sale Is in the Tale, which is a business fable set in Austin, TX, and is about a sales representative whose old ways of selling are not working anymore. 

Key Takeaways

• You might have heard of a dog whisperer or even a horse whisperer, but I bet you’ve never had of a pitch whisperer before. John kickstarts the episode by narrating to us how he got his nickname the pitch whisperer; how the name grew on him, leading him to eventually make the name a part of his brand
• The power of storytelling as a solution to modern-day problems experienced by salespersons
• The secret to great storytelling;  constructing an emotional connection with your audience
• Creating your brand ambassadors, and how John leverages his brand ambassadors as a way of winning spots at speaking events
• How storytelling differs from communication through facts and figures
• Learn how you can turn a simple elevator pitch into an elevator story. 

Connect with John

Website - https://johnlivesay.com/  

Linkedin - https://www.linkedin.com/in/jlivesay/  

Twitter -  https://twitter.com/John_Livesay  

Book on Amazon - https://www.amazon.com/Sale-Tale-John-Livesay/dp/B09R3GF5MT  

Free chapter of ‘The Sale is in the Tale” - Text pitch to 66866

Boasting over 20 years of international experience in organizational development, HR consulting, and change management, she’s implemented successful talent and leadership initiatives in six countries across four continents. 

You can currently find her at Resolver, a Kroll business and worldwide leader in defining risk intelligence, making her mark as both VP of Customer Experience and VP of People & Culture.

Key Takeaways

• Amanda’s career journey. How she unknowingly found herself on the cx path, and the passion she has working as a hr officer at Resolver
• Employee satisfaction. Amanda discusses the personal experiences that she went through, which made her come to the conclusion that happy employees, equal happy customers
• Implementing technologies at Resolver. How Amanda placed herself in her customer’s shoes as a way of taking note of and fixing missing links in the cx journey
• Promoting customer empathy within an organization’s team, and why this is really important on the road to creating long-lasting relationships with your customers
• Why hiring and acquiring the right talent is the most important step for a business's success
• What cx skills has Amanda gained as a result of working in other countries?
• Planning ahead, and why drafting risk mitigation strategies is critical for business growth

Connect with Amanda

Website - https://www.resolver.com/ 

LinkedIn - https://www.linkedin.com/in/amandaono/ 

Twitter - https://twitter.com/amandaono 

Soon Yu’s latest book, Friction, asks businesses to consider adding more friction for their customers and employees in order to create greater engagement, meaning, belonging, rapport, assurance, competence, and exclusivity.

He is a highly sought-after speaker on leadership, branding, innovation, design, & entrepreneurship, and has taught at the Parsons School of Design and often guest lectures at Stanford University (where he received his MBA and is active with the GSB Asian Alumni Association).

Key Takeaways

• Good friction versus bad friction and what's the difference?
• Why a business needs friction in order to illicit the happy chemicals in customers; namely dopamine oxytocin, serotonin, endorphins, and adrenaline
• Less friction doesn't necessarily translate to more business, because there are cases where great friction creates brand loyalty
• From a design perspective, we discuss how companies can construct a framework where they create the necessary friction needed for customer retention and brand establishment
• Examples of other ways to create good friction
• The Moroccan tea experience and the ritualistic aspect of food

Connect with Soon Yu

Website - http://www.soonyu.com/ 

LinkedIn - https://www.linkedin.com/in/soonspeaks/ 

Twitter - https://twitter.com/SoonSpeaks 

YouTube - https://www.youtube.com/channel/UCa5EzORu3rSSdh6egGHRecg 

Through her masterminds and private mentorship, Jen dramatically improves her leadership skills to build powerful teams that enable multiplied results in record time, while designing a balanced and exciting personal life.

Jen is the author of numerous Amazon #1 best-selling books, the host of two (2) top-ranking podcasts, and the Producer and Host of her own TV Show – Tell Me I Can’t – reaching over 350 million homes monthly. 

As a Leadership Advisor and Mentor, she is relied on by top brands and companies to assist with her proprietary techniques to create powerful teams, Align Priorities and Time Management, Accelerate Business Relationships, Rapidly Scale-up systems, Increase Sales, Systematize Leadership and Management, all while helping leaders create a life of Luxury.

Key Takeaways

• A trip down memory lane. Jen gives us a quick look into the dark side of her childhood, and how this experience pushed her into seeking a better life. 
• The tipping point that led Jen into throwing in the towel on her fast-paced business lifestyle, and instead focusing on creating the right principles and procedures in her personal and professional life. 
• Jen’s methods for nurturing and looking after her clients, in order to ensure they’re afforded a five-star customer experience
• Why treating your clients like they're your friends is beneficial and crucial for any business seeking new client attraction
• Jen shares with us her secret about how she’s able to run multiple businesses, and still find ample time to relax with friends and family
• The 3V formulae to scaling  your business at whatever stage you’re at; Vision, Values, and Voice

Connect with Jen

Linkedin - https://www.linkedin.com/in/jenduplessis/    

Website - https://www.jenduplessis.com/   

Email -  jen@jenduplessis.com 

He has more than 35 years of experience advising and directing major operations in more than 160 leading companies. 

Bill is also the co-author of The Best Service is No Service and Your Customer Rules! A book that sheds light on how frictionless organizations cut costs, grow revenue and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.

Price is a frequent keynote speaker, graduate school instructor in marketing and global business management, Board member, and Advisor to CustomerThink with more than 50 posts. He graduated from Dartmouth College and the Stanford Graduate School of Business and lives with his wife Lori in Bellevue, Washington. 

Listen to today’s interview with Bill, and find out how you too can remove friction for any business from start-ups to major multinational corporations, and deliver great customer experiences with less effort.

Key Takeaways

• Bill narrates the pivotal moment he realized that customer experience was a vital part of the various organizations and companies that he has worked with
• Why is it dangerous to shield senior executives from the true voice of the customer?
• The techniques companies should apply to the process of drafting their senior executives into being more involved with the customers.
• Bill talks about the differences in business strategies that he has come across from the many organizations that he has been part of during the research and writing of his books
• Companies and Senior Business Executives need to start making decisions not based on profitability but based on long-term goals and objectives
• The companies Bill has worked with for his book: ‘The Frictionless Organization’
• Competition in business, and why the rush to turn digital has led many companies to settle for digital tools that are confusing and difficult to navigate for their customers
• Traits that a frictionless organization should exhibit, and how you too can test your organization against these metrics
• Bill names a few companies that are getting it right alongside businesses that other companies should try to emulate

Connect with Bill

Website (Company) - http://www.drivasolutions.com/ 

Website (book) - https://www.frictionlessorg.com/ 

LinkedIn - https://www.linkedin.com/in/bill-price-drivasolutions/ 

Email - bill@drivasolutions.com 

Phone - 206-321-0841

Shane started Lugos Travel to pursue his passion for interesting vacations. He felt that people were complacent about their vacations, and often opted for cruising and all-inclusive vacations because they offered little hassle, and almost no planning. Who has the time to plan an amazing vacation in a foreign land after all?

That's when Lugos Travel was born.

Shane and his team specialize in getting to know their clients and offer experiences that make sense from an individual and budget standpoint. Each trip is tailored, with surprises included along the way, so their clients come home feeling refreshed.

The goal at Lugos Travel is to always ensure that the company’s clients don't have to worry about quality, planning, logistics, or anything else - just settle down, enjoy the scenery and be a traveler, not a tourist.

Key Takeaways

• Shane shares with us the kind of experiences, luxuries, and perks that people can expect when traveling via their agency
• The steps and procedures that Shane and his team take in order to create value in their customized luxury travel package
• How Lugos travels has revolutionized the modern travel industry
• The pros and cons of a private tour versus a group tour
• The methods Lugos Travels implements to ensure the best possible experience for a customer. For example, they offer photography services where there's a professional photographer to capture the client’s memorable moments
• Shane explains why you can't put a price on the value of a good international travel experience. Because ultimately, it's the little details that make the biggest differences
• What constitutes a good travel experience? (and why selecting the right custom travel tour concierge services goes a long way in guaranteeing a stress-free and relaxing experience)
• The regions and countries where Shane and his company Lugos Travels is specialized in
• What's Shane's number one travel hack?

Connect with Shane

Website (Personal)- https://shanemahoney360.com/ 

Website (Company) - https://lugostravel.com/ 

LinkedIn - https://www.linkedin.com/in/shane-mahoney-lakeland/ 

Twitter - https://twitter.com/LugosTravel

She is originally from Bloomfield Hills, Michigan, and attended Wellesley College earning a degree in English and Economics. She also received an MBA from Pepperdine University.

Jamie loves interacting with customers and learning more about how they started their businesses and what is important to them.

She lives in Arroyo Grande, California, and Columbus, Ohio with her fifteen-year-old rescued Silky Terrier Spike.

Key Takeaways

• Jamie shares with us the story behind PolyPay. She discusses the motivation and drives behind her start up, alongside the problem she was looking to solve
• The defining moment that led Jamie into the merchant services niche
• The life lessons Jamie took from her father in regard to business, relationships, and customer service
• What is it that Jamie’s team does differently to ensure tremendous customer experience?
• Surcharging and how it affects customer experience in small businesses
• Get to hear Jamie’s thoughts on binding contracts, and why avoiding them can lead to a better customer experience for your business

Connect with Jamie

Website - https://polypay.com/ 

LinkedIn - https://www.linkedin.com/in/jamie-barlett-0b8a4116/ 

Instagram - https://www.instagram.com/polypayprocessing/ 

Phone - 8055922700

Trusted by Google, Roche, Consilience Ventures, Amgen, and AbbVie, Simon is the creator of the Strategy Sprints™ Method, a blueprint to run an agile company. 

Simon is also a TEDx speaker, a Contributor to Forbes and Entrepreneur Magazine, and a member of the SVBS Silicon Valley Blockchain Society.

His global team of certified Strategy Sprints™ Coaches doubles revenue in 90 days.

Key Takeaways

• Simon shares with us his secret formulae for doubling his clients’ revenue in just 90 days
• Strategies from Simon’s book (Strategy Sprints), and how these guidelines can help business leaders, entrepreneurs, and investors in simplifying their decision-making process
• The three areas in Simon’s Strategy Sprint Blueprint (Frequency, Price & Conversion), alongside tips on how anyone can execute in these three areas as a way of making sure they stay ahead of the competition
• The dos and don'ts of Marketing in the current competitive environment
• Why it’s important for business leaders, entrepreneurs, and company executives to be authentic in their marketing strategy 
• Feedback as a key element for any business looking to scale 
• How Simon and his team help their clients break down and simplify their message and core values into much easier terms that can easily be conveyed to their employees and customers

Connect with Simon

Website - https://www.strategysprints.com/ 

LinkedIn - https://www.linkedin.com/in/simonseverino/?locale=en_US 

Email - severino@strategysprints.com 

Twitter - https://twitter.com/simonseverino 

Facebook - https://www.facebook.com/strategysprints/ 

Instagram - https://www.instagram.com/strategysprints/ 

YouTube - https://www.youtube.com/channel/UCnSFgJd0CrsEdQdO21txR2A 

Podcast - https://podcasts.apple.com/us/podcast/id1299008831 

He has been a practicing Chiropractor for the past 12 years and a Business Mindset Coach for the past three and a half years.

He is the author of 3 books, the most recent, "Decoding The Matrix," which came out in May 2022.

His other two books are Rediscover Your Greatness (2018) and A Walk in the Dark (2019).

He has a podcast called, “The Mindful Experiment,” which is ranked in the top 1% of podcasts globally with 30,000 downloads a month.

In his business, Dr. Vic has helped 100s of entrepreneurs learn how to create their dream life effortlessly through sharing principles of living in the Quantum world.

He shares many concepts that relate to spiritual truths, Universal Laws, Quantum Physics, Neuroscience, Limiting Beliefs, Leveraging One’s Mindset, Reconditioning of the Subconscious Mind, and much more to achieve these concepts.

Today he joins me on the show to share his incredible journey and some golden nuggets on mindset and belief. Listen in to learn more.

Key Takeaways

• Dr. Vic Manzo tells us how he started out as a pediatric chiropractor and evolved to now helping people at the mindset level too
• The sequence of events  that drove Vic to the point of wanting to change the way he did things business-wise and life-wise
• In the current economy, many people are quitting their jobs in search of change and life purpose. Leading us to explore the question; What does it really mean to have a work-life balance? 
• The real benefactors of the American Dream, and why we should challenge the traditional way of thinking and the many things that we've been conditioned to do 
• Why some people are very resistant to changing their mindset because of their existing limiting belief systems 
• What goes into the thinking process? And what does Vic teach in his coaching about limiting beliefs, the power of vision, and quantum physics?

Connect with Dr. Vic

Website - http://www.empoweryourreality.com/ 

LinkedIn - http://www.linkedin.com/in/drmanzo 

YouTube - http://www.YouTube.com/drvicmanzo 

Facebook - http://www.facebook.com/drvicmanzo 

Instagram - http://www.instagram.com/drvicmanzo 

TikTok - www.TikTok.com/@drvicmanzo 

Podcast - www.TheMindfulExperiment.com  

He is the author of The Game of Value Creation, in which he explains how blue chip companies and private equity investors approach value creation through governance, strategy, and finance. 

He is also the creator of The Game of Value Creation Training, an immersive digital transformation that leverages strategies used by private equity funds to enhance the valuation of the businesses they acquire and meet their target returns. 

Karl advises private businesses on ways to enhance their valuation by deploying, and implementing, the same strategies used by public companies and active investors. He has worked on deals and assignments in excess of USD 1bn around the world. 

He is a Chartered Financial Analyst (CFA®) and holds a Bachelor of Engineering (BE) in Electrical and Computer Engineering.

Key Takeaways

• Key indicators that a business owner can take note of as a measure of his ability to offer true value to his customer’s needs
• The 4-step path to creating value in companies, i.e right governance, a solid corporate strategy, proper allocation of resources, and a scalable leadership model
• Strategies that a company can make use of to capture and store knowledge; thus making it possible for businesses to run flawlessly even after great talent has left
• How Value creation plays into the equation of balancing the interests of the customers vs the interests of the investors
• Inspecting value creation from two different lenses; companies that develop a product versus companies that sell services
• How and why value creation perfectly fits into a company’s customer experience strategy

Connect with Karl

Website - https://www.ky-vc.com/ 

LinkedIn - https://www.linkedin.com/in/karl-yaacoub-cfa/ 

YouTube - https://www.youtube.com/channel/UC0_LAsxtgkdE8NXiunwVgIA 

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’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 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/ 

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 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  

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

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 

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/  

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 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 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/ 

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 

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  

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 

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 

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 

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

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

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

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 

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 

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

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 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

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 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 

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 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

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/

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 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

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 

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 

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

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/  

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/ 

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  

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 

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

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

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

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 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 

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/

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

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 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

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/ 

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 

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 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

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 

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/ 

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 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 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

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/

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

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

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, 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

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’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 

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/

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

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’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

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/

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/ 

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

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/ 

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 

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

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 

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 

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

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

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 

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 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/

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/

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/ 

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/ 

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

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/ 

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/

IzpLV3e6UH66Ct5SHiFv

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 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/

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/

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 

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/

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/

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/

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 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/

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/ 

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/ 

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 

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/ 

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 

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.

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.

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/

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

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

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/

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

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

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:

1. Building brand awareness and engagement
2. Generating a high volume of qualified leads
3. Establishing thought leadership
4. Attributing marketing activities to revenue generation

To reach Monique by email

By LinkedIn

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.

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

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/

Check our our SKETCHNOTE of this Episode with Dan

For more information reach out to Dan at:

DanielEdds.com

dan@praxissolutionsnp.com

As a manager, Jim’s deep knowledge and innovative thinking is an invaluable asset on a daily basis to the growth and development of his team and company. He has a track record for recruiting highly dedicated professionals, allowing them to capitalize on their skills and talents and in turn elicit unparalleled commitment as their leader. 

Not only is Jim one of the most highly respected research executives in his niche, but his ability to articulate complex research projects into language everyone can understand is incredible.

As a speaker, Jim captivates his audience. As you’ll all notice, I very much enjoyed my discussion with him on the show today. His professionalism, insights, and strategic approach make today's episode a must-listen!

Key Takeaways

• How qualitative research was done traditionally, and how it has evolved over time  
• Jim’s transformational vision. How he and his partner were able to drastically shrink conversational timelines. 
• Elements of a good moderator 
• Paying more attention to emotion as a way of gathering useful information needed to make better decisions
• Involving the customer in the product and service-making process
• Market research in the B2B world
• Transitioning from face-to-face to digital qualitative research
• Ways of aligning your business needs to the customer's needs
• Important things to note when defining personas within the company's cx initiative

Connect with Jim

Website - https://www.discuss.io/  

Email - jim@discuss.io 

LinkedIn - https://www.linkedin.com/in/longomr/ 

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):

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/

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.

Listen in and join the conversation around healthcare's future.

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.

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

For More Info:

Mike's Instagram Anabolic Aliens

Mike's Twitter Anabolic Aliens

Mike's Email: mike@anabolicaliens.com

For more info:

http://amazon.com/author/kashyap

https://twitter.com/kashyapkompella?lang=en

https://twitter.com/rpa2ai

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/

Tom Shapiro