Science of CX

Craig Tucker is the visionary behind Vern AI, the cutting-edge Virtual Emotion Resource Network. Holding a BA and MA from Michigan State University and having pursued a PhD for three years, Craig has an extensive academic background in the field. A lifelong resident of Michigan, Craig has harnessed his expertise to focus on developing advanced emotion recognition systems.  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/

Daniel Tribby is a dynamic leader and entrepreneur who has made a significant impact in the realm of private healthcare. With a deep understanding of the challenges healthcare providers face, Daniel authored a comprehensive guide aimed at helping providers shift their thinking and enhance their business acumen. His journey into business development was self-taught through workshops, coaching, and an avid habit of reading 2 to 3 books a month.  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/ 

Amy Brown is the founder and CEO of Authentix, a groundbreaking software platform that revolutionizes healthcare by analyzing and activating patients' voices at scale.  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 Authentix in 2018. Her mission with Authentix is clear: to bring the authentic voice of the patient into the boardroom and drive positive healthcare outcomes. Under Amy's leadership, Authentix 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 Authentix 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. Authentix's Mission: Authentix 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: Authentix'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: Authentix'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 Authentix and the wealth of untapped data in customer interactions within the healthcare industry. [00:06:32] Amy explains Authentix'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 Authentix 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 Authentix'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 Authentix's approach and encouraging listeners to visit Authentix'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/ 

Margie Oleson is a renowned expert in team performance and organizational dynamics, specializing in helping teams achieve high levels of productivity and growth.  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 

Chris Wood is a seasoned expert in customer experience (CX) transformation, with a focus on leveraging technology to enhance human connections and empathy in customer interactions.  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

Swire Ho is a seasoned expert in promotional marketing and customer experience strategies, known for his innovative approaches to enhancing brand visibility and engagement.  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

Tina Lopez is a seasoned solopreneur and digital content creator known for her innovative approach to building successful online businesses.  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 

Sarah Caldwell is the Global Head of Customer Success and Experience at Dovetail, where she brings a wealth of experience in customer service, gleaned from her tenure at Asana, Reforge, and Neverwhere.  With a passion for nurturing young talent, Sarah volunteers at universities and Breakthrough Consortium, empowering underrepresented students on their journey to college.  An advocate for female representation, Sarah is often found speaking at events about women in tech and customer service, highlighting how women can amplify the customer voice and ensure a delightful user experience tailored to diverse business needs.  With her diverse background and multifaceted approach, Sarah 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: Sarah 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 down the line.  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] Sarah 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] Sarah 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 Sarah 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 Sarah LinkedIn - https://www.linkedin.com/in/saramcaldwell/  Website - https://dovetail.com/  X - https://twitter.com/hidovetail/ 

Kristin Zhivago is a seasoned business consultant, author, and thought leader specializing in customer-centric marketing strategies and revenue growth.   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 

Greg DeVore is a seasoned expert in the field of knowledge transfer and customer experience. As the co-founder of ScreenSteps, a company dedicated to revolutionizing the way organizations share knowledge, Greg brings a wealth of experience and insights to the table. 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 

Megan Burns is a seasoned expert in the field of Customer Experience and the Founder of Experience Enterprises.  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 

Christophe Martel is a recognized thought leader and expert in the field of employee and customer experience.  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/

Hakan Yurdakul is a seasoned marketer turned entrepreneur with a career spanning 17 years, commencing at Unilever.  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 

Chris Wallace is a seasoned expert in driving organizational change and enhancing customer experience through effective communication strategies.  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 

Dr. Jonathan Baktari is a distinguished figure at the intersection of medicine, entrepreneurship, and leadership. With over 20 years of experience, he has made a significant impact as a triple board-certified physician specializing in internal medicine, pulmonary, and critical care medicine. 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/ 

Declan Ivory is a seasoned leader in the realm of customer support and experience, bringing over 30 years of expertise to the table.  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 

Nikola Mrkšić is a visionary entrepreneur and expert in the field of conversational AI.  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 

Enrico Biscaro, a distinguished executive with a rich background in global business management, is a beacon for leadership and team development.  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 

Chip Kahn is a seasoned expert in the realm of customer experience technology, bringing a wealth of knowledge and experience to the forefront.  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 

Valentin Radu is a seasoned entrepreneur, customer experience (CX) expert, and the founder of CVO Academy and OmniConvert.  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."

Micah Peterson is a seasoned expert in the realm of knowledge management, with a passion for optimizing customer experiences through effective process documentation. As the representative of ProcedureFlow, a company specializing in knowledge management solutions, Micah brings a wealth of knowledge and experience to the table. 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."

Mary Kathryn Johnson, is a seasoned expert in the realm of conversational AI and chatbots. With a career spanning from 2017, she has witnessed and actively contributed to the evolution of technology in customer interactions. 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 

Tyler Pigott, a seasoned expert in marketing strategy and brand development, is the Founder and CEO of Lone Fir Creative. 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

Tacey Atkinson is a seasoned expert in the world of customer experience and customer-centric services, bringing over 35 years of management experience in customer service industries to the table.  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 

Craig Andrews is the founder and principal ally of allies4me, a marketing agency that specializes in creating effective customer engagement strategies.  After realizing that a traditional academic path was not his route to success, Craig embarked on a journey that led him to join the Marine Corps.  Following his military service, Craig delved into the world of marketing and engineering. He pursued a bachelor's and master's degree in electrical engineering, leading him to design cell phones and work with major mobile phone manufacturers. Despite achieving success in the engineering field, Craig felt a strong pull towards creative and entrepreneurial endeavors. Craig's path eventually led him to found allies4me, a marketing agency that focuses on helping companies establish and nurture relationships with their customers.  Drawing from his background in psychology and his deep understanding of human behavior, Craig developed the concept of "first time offers." He realized that building trust and engagement with customers through low-risk, low-commitment offers could lead to stronger, more profitable relationships. With a passion for solving problems and creating value for both businesses and customers, Craig Andrews has become a dedicated advocate for the power of first time offers. His innovative approach to customer engagement has helped numerous businesses transform strangers into loyal advocates, resulting in accelerated growth and increased customer loyalty. Key Takeaways 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 

Dan Zavortny is a visionary entrepreneur and the co-founder of NutriSense, a groundbreaking health and wellness company that is revolutionizing the way we approach preventive care and nutrition.  With a passion for bridging the gap between technology and healthcare, Dan has emerged as a leading figure in the industry, pioneering new pathways to better health through innovative solutions. Dan's journey began in the dynamic world of healthcare strategy consulting, where he honed his skills in analyzing complex systems and identifying opportunities for positive change.  Recognizing the critical need for more specialized and personalized preventive care, he co-founded NutriSense with a mission to empower individuals to take control of their health through data-driven insights. A vocal advocate for the role of dieticians in preventive healthcare, Dan highlights the significance of licensed dieticians who bring a deeper understanding of nutrition, having undergone rigorous education and training in the field.  Dan's impact extends beyond NutriSense, as he actively engages with fellow entrepreneurs, offering valuable advice and insights to help them navigate the challenges of starting and scaling a business.  His dedication to preventive care, innovative thinking, and commitment to driving positive change in healthcare make him a true trailblazer in the field. His vision and leadership continue to inspire others to embrace a proactive approach to their health and well-being. Key Takeaways 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

Irina Poddubnaia is an esteemed expert in the field of post-sales processes and e-commerce.  With a passion for optimizing customer experiences, she has dedicated her career to helping businesses thrive in the competitive world of online retail.  As the founder of TrackMage, a leading customer experience platform, Irina has played a pivotal role in revolutionizing how businesses approach the crucial post-sales phase. With a background in customer success, Irina understands the significance of customer lifetime value, particularly during challenging economic periods. Her insights and strategies have proven invaluable to businesses seeking to enhance customer satisfaction and retention in an ever-changing market landscape. She emphasizes the importance of proactive communication, providing constant updates and creating a sense of anticipation to keep customers engaged. As a visionary in the field, Irina also advocates embracing negative reviews as opportunities for improvement. She sees them as valuable gifts from customers, providing crucial insights for enhancing business operations and product quality. Irina Poddubnaia's expertise and dedication have earned her the reputation of a trailblazer in the e-commerce industry.  Her passion for customer success and her commitment to optimizing post-sales experiences have propelled TrackMage to become a leader in customer experience technology. Key Takeaways  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 

Curt Tueffert is an accomplished sales and marketing expert with a wealth of experience spanning over 30 years. With a deep understanding of the intricacies of the sales process, Curt has made a significant impact in the field by helping businesses and sales teams achieve remarkable success. As a professional speaker, consultant, and coach, Curt has honed his skills in building and maintaining strong client relationships. He believes in the power of trust, value, and rapport in driving successful sales interactions.  Throughout his career, Curt has embraced a human-centric approach to sales, recognizing that even in a technology-driven world, the personal touch and genuine connections are paramount for success. His dedication to helping others thrive in their sales careers has earned him admiration and respect in the industry. In this insightful and engaging interview, Curt shares his profound understanding of the sales process and emphasizes the significance of trust, value, and rapport in successful business development.  He discusses the evolution of sales techniques, highlighting how technology has changed the game, enabling personalized and niche-oriented marketing strategies, but also emphasizing the timeless importance of human-centric interactions.  Key Takeaways 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

Meet Caleb Johnson, the inspiring founder of Red Sea Capital, a thriving real estate investment company.  Motivated by his mother's struggles and determined to secure a better future, Caleb ventured into the business world. He initially explored multi-level marketing but later discovered the true potential in real estate, leading him to invest in residential properties for three years before transitioning to larger multifamily apartments.  With a total of six successful years in the industry, Caleb has become an esteemed entrepreneur. In today's episode, I engage in a captivating conversation with Caleb. We delve into the benefits of hiring property management teams, the advantages of investing in B and C class apartment buildings, and strategies for enhancing tenant retention.  Caleb also sheds light on the crucial due diligence process, deal breakers in real estate transactions, and understanding client goals. Together, we explore syndicated real estate and share valuable insights for seasoned investors and those seeking passive income.  So, don't forget to tune in and hear more from him. No ads, just pure wisdom for your life and business! Key Takeaways  Hiring a property management team offers numerous benefits, including freeing up time and streamlining property operations.Understanding property classifications (A, B, C, D) and economies of scale helps in identifying target properties for investment.Effective negotiation strategies and deal breakers play a crucial role in successful real estate transactions.Focusing on tenant retention and property rebranding can lead to increased property value and overall success in the real estate industry.Discovery calls help in understanding client goals and finding the right investment opportunities.Caleb emphasizes the significance of working with investor capital and considering family investments in real estate ventures.Syndication offers potential for audience members to engage in real estate investing alongside experienced professionals. Timestamps [00:00:39] Introducing our guest for today.  [00:04:53] Caleb shares how his personal journey into real estate was inspired by his mom's financial struggles, which motivated him to pursue a career in this field. [00:11:55] Red Sea Capital, structured for investors seeking "mailbox money," has a proficient property management team that handles lease audits and financials, ensuring a smooth investment experience. [00:14:20] Discover how discovery calls play a crucial role in establishing compatibility between investors and syndicators, minimizing risks and creating stronger partnerships. [00:18:52] Caleb explains the importance of enhancing property amenities and appearance to attract and retain tenants, contributing to the overall success of real estate investments. [00:23:40] Learn about the significance of maintaining consistent contact with investors, providing them with value and regular updates to strengthen the investor-syndicator relationship. [00:27:12] Caleb shares insights on working with investor capital, including family investments, and emphasizes the importance of trust and transparency in these partnerships. [00:28:31] To stay updated with the latest insights on the science of CX, be sure to subscribe to the podcast! Quotes  Maintaining constant and genuine contact with investors is crucial. We don't want to be superficial; instead, we aim to build meaningful relationships for long-term partnerships.When I learned that 90 percent of millionaires achieved their wealth through real estate, I thought, wow! That's a pretty good bet to take on this avenue for building wealth. Connect with Caleb Website - https://redseacapitalgroup.com/  Podcast - https://podcasts.apple.com/us/podcast/from-trial-to-triumph/id1640592078

Beau Button has been actively involved with software development since he was 11 years old. He got his start learning about computers around age 9, digging into the hardware side of things first, and eventually picked up software development at age 11. Having spent the majority of his career as a serial entrepreneur working in the government space Beau has now transitioned into the mobile gaming space through his company Atlas Reality, Inc. In this episode Beau discusses their unique virtual real estate platform. We explore the challenges of designing customer experiences for products that don't fit into predefined categories and the business aspects of virtual real estate.  Beau shares his journey of transitioning from software development to mobile gaming by founding his virtual real estate company, Atlas Reality. The company uses a lean approach with remote employees to build a legitimate business by Fintechifying games that provide fun and entertainment to players.  Beau also explains the value of virtual real estate, revenue generation, and how they achieve higher revenue and concurrent users compared to blockchain-based platforms. He shares interesting anecdotes about how the platform was instrumental in generating sales for brands like Speedway, Burger King and Jamba Juice. The focus of Atlas Reality is on monetization, retention, and maximizing the lifetime value of their customers.  Don't miss this episode to gain an in-depth understanding of Atlas Reality's unique approach to virtual real estate and customer experience. Key Takeaways We explore what inspired the idea for Atlas Reality's virtual real estate platform, and how Beau and his partner got startedBeau 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 retentionWe 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 

Doug Brown has had a varied career and has worked in different positions for various companies.  In the year 2000, he started a small business to help his kids gain experience in the business world.  This small venture grew, and he ran an organization for over a decade that was primarily focused on employee engagement surveys.  During this time, he gained a wealth of knowledge about the concerns and challenges employees face in their work careers.  He found that there are three common categories that almost all employees seek in their careers - employee engagement, employee experience, and career development. If these three core elements are not met, there is an increased risk of losing employees.  Doug believes that managers play a critical role in meeting these elements, and without them, there is a higher risk of losing employees. As an expert in reducing employee turnover and absenteeism, Doug equips business owners and senior executives with the tools to identify key retention risks, understand the impact of high turnover rates, and implement effective solutions.  In this episode Doug shares  insights on employee retention. He stresses the importance of retaining high-performing employees and the role of managers in achieving this. He highlights the impact of personal and emotional drivers on employee career decisions and delves deeper into the "great resignation" phenomenon.  We also discuss the  tools to assess employee engagement and the costs of turnover.  Overall, the episode emphasizes the importance of prioritizing employee experience to maintain a skilled workforce and improve customer relationships. Key Takeaways Labor shortages and the importance of retaining high-performing employeesLeadership studies and the role of managers in retentionTwo tools for assessing retention: Tension Risk Analyzer and Business Case CalculatorPersonal and emotional drivers that influence employee career decisionsThe "great resignation" and its impact on work-life balance and commutesThe impact of employee retention on customer experience and operational efficiencyUnique 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/ 

Elaina Zuker is the president of Elaina Zuker Associates in Montréal, Canada. She has taught seminars to hundreds of employees and managers at major corporations such as AT&T, IBM, American Express and MCI International, and is a frequent keynote speaker at conferences and industry events. She is the author of six books on leadership, management and communication.  Her best-selling book, “The Seven Secrets of Influence” (McGraw-Hill), the recent Main Selection for the Business Week Book Club, has been translated into four languages. Elaina is an expert on influence and defines it as the effect of an idea or person on the values, attitudes, and behavior of others. She believes that anyone can learn and master the skill of influence, but it must have honorable intentions and positive effects. Elaina also notes that positive influence must be transparent and not manipulative.  On today's episode Elaina and I discuss the importance of influence in business, the distinction between influence and manipulation, and the six different influence styles.  Elaina also shares her program, based on her extensive business and management experience, that teaches practical and usable influence skills to anyone.  Key Takeaways The definition of influence and how it differs from manipulationThe Importance of strong influence skills for salespeople and entrepreneursDiscussing the need for influence skills in arranging meetings with potential customersThe 6 different influence styles and the importance of understanding themA poll that Elaina conducted on LinkedIn about biggest challenges in influencing today; with upper management being the highest polling choiceThe formula for influence and its two components; attentiveness and flexibilityUnderstanding 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 Kaeding is a residential real estate builder and developer. He's the CEO of Norhart, and aims at transforming the way apartments are built and managed by incorporating technologies and efficiencies that have revolutionized other industries, and lead to high-quality, cost-effective projects.  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 countryTechniques in developing apartment complexes and planning for the resident experienceStrategies for attracting and retaining the best peopleHow Mike is building an efficient in-house construction teamFocusing on employee experience to improve the overall customer experienceUsing technology to improve efficiency and remove pain pointsCreating workspaces or co-working spaces within apartment buildingsPartnership 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 

Paula Courtney is the CEO of The Verde Group, a leading customer experience consultancy.  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 revenueFocusing on the negative experiences, and why such experiences are more predictive of market actionThe impact of digital transformation on the customer's perspectives and expectationsChallenges 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 arrangementsThe need for better metrics: There is a growing need for better metrics for understanding where to invest and grow a businessEngaging 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/ 

Nicky Billou is a thought leader who believes in the greatness of the human soul and loves in people's hearts.  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 othersCommon threads among successful people, and how they value and invest in personal and professional developmentThe importance of having a mentor or coach in your lifeWhy 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   

Mike Wittenstein founded Storyminers in 2002, serving corporate, medium-size, and start-up organizations. His first professional CX experience was to guide the CX design for McDonald's digital drive-thru in 1999 while eVisionary at IBM.  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 customersRecognizing and handling common complaints among employeesMike's thoughts on CX.  Why it's all about doing things for others, not to othersInvolving 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 Pelletier is a highly successful executive with a compelling story of achievement in the corporate world. In her interview on The Science of CX Podcast, she shares her insights on the changing landscape of workforces and the impact of AI.  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 

Rick Elmore is an entrepreneur, sales, and marketing expert. 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 competitorsThe quality materials and robot building system that has made it possible for Simply Noted to deliver quality goods to its clientsA unique client acquisition and retention process that can work magic for any businessGift your customers, and why it's  better to focus on client retention as opposed to marketing for more leadsHandwritten 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 

David Fradin has trained thousands of managers throughout the world. He infuses his workshops with insights and experiences gained as a product leader at companies like Apple & HP.  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 AppleThe 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 marketThe 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 businessThe 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

Brian Gregory is the Founder and ceo of Admanity.com and creator of the breakthrough algorithm behind the admanity®protocol. He is also a former 20-year publisher of large, citywide magazines in the Phoenix market as well as an expert in direct selling.  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 businessBusiness 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 pointThe most successful emotional triggers as utilized by leading brands in prosperous advertising campaignsBrian 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 Horsley, Founder and CEO of Nuclear Networking has worked in technology and performance marketing for 13 years.  He spent his first career before building Nuclear Networking working in service and federal intelligence at DHS, IRS, and a federal military contracting firm. 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 inMarketing activities that small companies can practice in order to stay above the digital noiseLearning to adapt through economic uncertaintiesThree 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 pricingThe kind of lead generation content that is good enough to get customers interested in what you have to offerA 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 

Vinnie Potestivo is an Emmy Award-winning media advisor with a 25 years track record of guiding personal brands and founder-led businesses to new heights through strategic content distribution, brand visibility, and media reach.  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 creatorThe transitional period for MTV, and the process they had to undergo in order to reinvent themselvesThe 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 artisteSteps you can take in order to successfully launch and grow your podcast or vlogBlogs 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 

Dan is Guidde's co-founder and an entrepreneur having walked the path as a founder and operator at multiple startups and large corporations over his 20-year career.  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 proceduresContinuously improving  your knowledge-capturing processesDan's take on the type of companies that can implement their knowledge management systemAlternative ways to share information, and why it's important to diversify your knowledge management toolsHow 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 

Rob is a seasoned software developer and technology professional.  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 deliveriesThe information Rob needs from a business before he can recommend possible solutionsThe 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 solutionAreas in which Rob is proficient in the digital assistant nicheSeeking 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

John Livesay, aka The Pitch Whisperer, is an incredible keynote speaker. His TEDx talk: "Be The Lifeguard of Your Own Life" has over 1,000,000 views and was featured on Larry King's Show.  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 brandThe power of storytelling as a solution to modern-day problems experienced by salespersonsThe secret to great storytelling;  constructing an emotional connection with your audienceCreating your brand ambassadors, and how John leverages his brand ambassadors as a way of winning spots at speaking eventsHow storytelling differs from communication through facts and figuresLearn 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

Amanda Ono has spent her career learning to maximize a company's most valuable investment — its people.  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 ResolverEmployee satisfaction. Amanda discusses the personal experiences that she went through, which made her come to the conclusion that happy employees, equal happy customersImplementing 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 journeyPromoting customer empathy within an organization's team, and why this is really important on the road to creating long-lasting relationships with your customersWhy hiring and acquiring the right talent is the most important step for a business's successWhat 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 is an international speaker, award-winning, and best-selling author on branding, innovation, and design. He is also a Forbes contributor who has been featured in the Wall Street Journal, Washington Post, Entrepreneur Magazine, and New York Times. 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 adrenalineLess friction doesn't necessarily translate to more business, because there are cases where great friction creates brand loyaltyFrom a design perspective, we discuss how companies can construct a framework where they create the necessary friction needed for customer retention and brand establishmentExamples of other ways to create good frictionThe 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 

Jen is referred to as the leading expert in creating world-class teams. She works with high-achieving leaders and entrepreneurs who are stuck at 6-figures and want to reach 7-figures per year.  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 experienceWhy treating your clients like they're your friends is beneficial and crucial for any business seeking new client attractionJen shares with us her secret about how she's able to run multiple businesses, and still find ample time to relax with friends and familyThe 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 

Bill Price was Amazon's first global vice president of customer service and is the founder and president of Driva Solutions, a consultancy dedicated to creating highly effective customer contact strategies and operations.  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 withWhy 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 booksCompanies and Senior Business Executives need to start making decisions not based on profitability but based on long-term goals and objectivesThe 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 customersTraits that a frictionless organization should exhibit, and how you too can test your organization against these metricsBill 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 Mahoney is the founder and CEO of Lugos Travel - a travel agency built around exceptional service, knowledge, style, and sophistication. 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 agencyThe steps and procedures that Shane and his team take in order to create value in their customized luxury travel packageHow Lugos travels has revolutionized the modern travel industryThe pros and cons of a private tour versus a group tourThe 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 momentsShane 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 differencesWhat 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 inWhat'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