The Remarkable Project

In this episode of The Remarkable Project Jay speaks with behavioural scientist, CEO, author and speaker Nuala Walsh, about why ego often hijacks decision-making, how to harness “decision friction”, and the key ways organisations can encourage and nurture customer loyalty.Nuala is an independent non-executive director, behavioural scientist, visiting fellow at the London School of Economics and author of Tune In: How to Make Smarter Decisions In a Noisy World.Recognised among the 100 Most Influential Women in Finance, she spent three decades in global asset management with Blackrock, Merrill Lynch and Standard Life Aberdeen as Chief Marketing Officer. As MindEquity CEO, she advises blue-chip companies, human rights and sports organisations.Holding multiple board roles, appointments include President of the Harvard Club of Ireland; Non-Executive Director at the British & Irish Lions; Chair of the Innocence Project London; Council Member at The Football Association; Advisor at World Athletics; Founding Director of the Global Association of Behavioural Scientists; and former Vice-Chair of UN Women (UK).A TEDx speaker, Nuala publishes in Forbes, Inc, HBR and Psychology Today, with insights featured from the Financial Times to Fox Business.Remarkable Takeaways Why ego can be such a derailer of effective decision-making.How strategic decisions require consciously slowing down and assessing biases in order to navigate “decision friction”.The four ways to give people a reason to not only do business with you but stay loyal over time.Connect with Nuala Find her on LinkedinFollow her on XLearn more about her work and other endeavours via her website 

In this episode of The Remarkable Project Jay speaks with author, speaker and founder Kristi Herold, who as CEO of JAM champions the culture and connections which can be built through play, about why welcoming a playful culture can be so powerful for adults as well as children, how meaningful guarantees can help build trust and team happiness drives great customer service, and ways to systemise the benefits of letting your guard down around colleagues and connections.Kristi Herold helps people connect and companies unlock profit through play. Her vision is to get 1 million people playing annually. She is the founder and CEO of JAM, one of the world's largest adult recreational sports league providers as well as a team of PLAYmakers who help corporate cultures thrive.JAM has connected millions of people from all walks of life, through play since its inception in 1996, with its sports leagues operating in 12 different cities across Canada and the USA. The company has produced and delivered over 3,500 corporate events, connecting hundreds of thousands of people through play in over 30 different countries. Today JAM offers a wide range of virtual, hybrid and in-person play-based team building and learning experiences designed to help corporate cultures thrive.In addition to her role at JAM, Kristi authored ‘It Pays to PLAY – How Play Improves Business Culture', consults to businesses on creating thriving workplace cultures, and is a sought-after keynote speaker. She is also passionate about the power of play for all ages, as well as giving back to her community. In 2019, Kristi and her team founded national not-for-profit Keep Playing Kids, in order to help ensure children from lower economic communities have free access to organised sports regardless of gender, skill level or family income.Kristi has been featured in Forbes and Fast Company, was named to the esteemed “Canada's Top 100 Most Powerful Women”, was a top three finalist in the Canadian Women Entrepreneur Awards, and is the proud recipient of the North American Sport & Social Industry Association's Industry Impact Award. She was also awarded the Governor General's “Queen's Diamond Jubilee” in recognition of her contribution to giving back to community. JAM has been certified as a “Great Places to Work – Canada” as well as being named one of the “Best Remote Startups” to work for.Remarkable TakeawaysWhy welcoming a playful culture can be so powerful for adults as well as children – literally lifesaving in some instances.How meaningful guarantees can help build trust with your customers, and how true team happiness drives external service quality.The sometimes unexpected upsides of letting your guard down around colleagues and connections, and how to encourage this in a systemised manner.Connect with KristiPurchase her book hereFind her on LinkedinLearn more about her work and other endeavours via her website 

In this episode of The Remarkable Project Jay speaks with Marketing Author and Cognitive Psychologist, Matt Johnson, about why the nuance of cultural codes is so relevant to how smaller brands grow, how alignment around core purpose helps unlock value for all stakeholders, and when to lead versus when to listen.Matt Johnson, PhD is a speaker, writer, and researcher, specialising in the application of psychology and neuroscience to branding and marketing.Following his PhD in Cognitive Psychology from Princeton University, his work has probed the science of brand storytelling, experiential marketing, and consumer decision-making. He is the author of top-selling consumer psychology book, ‘Blindsight: The (Mostly) Hidden Ways Marketing Reshapes Our Brains' (BenBella, 2020), and most recently, ‘Branding That Means Business' (Economist Books, Fall 2022). In 2023, Matt was inducted into Thinkers50 Radar as one of 30 business thinkers with ideas most likely to shape the future.As a contributor to major news outlets including Psychology Today, Forbes, and the BBC, he provides expert opinion and thought-leadership on a range of topics related to the human side of business. Matt is also passionate about helping brands harness insights from neuroscience to better understand, serve, and interact with their consumers. To this end, he consults with a wide array of organisations, including as an expert in residence for Nike.Matt currently resides in Boston, MA, where he is a Professor of Psychology and Marketing at Hult International Business School, and an instructor at Harvard University's Division of Continuing Education. He grew up in The Bay Area, California, and has lived and worked in San Diego, New Jersey, Berlin and Shanghai.Remarkable TakeawaysWhy leaning into the nuance of cultural codes makes perfect sense for smaller brands, as they seek to differentiate themselves.How an actively integrated core purpose leads to the kind of shared brand reality which creates real value for all stakeholders.When to lead from the front and when to listen deeply from a brand perspective, and the influence of generative AI on this decision.Connect with MattExplore his new book Branding That Means Business hereFind him on LinkedinExplore his work via his blog/websiteFollow him on Twitter

In this episode of The Remarkable Project Jay speaks with Author and Customer Experience Expert, John Sills about how overall customer satisfaction has improved even though the functional experience hasn't, what it looks like to build a culture that truly build a that satisfaction and how to get super clear on what really matters to your customers through acknowledging that your organisation is a small part of their overall life. John Sills is Managing Partner at the customer-led growth company, The Foundation, and author of The Human Experience.  25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He's been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers' houses to ask very personal questions (incredible fun). He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. His first book on the topic - The Human Experience - was published by Bloomsbury in February 2023, and his writing has been featured in The Guardian, The FT, and Management Today.Remarkable Takeaways Functionally the customer experience has improved but the customer satisfaction hasn't.How can an organisation build a culture that encourages and promotes a more human experience?How to get super clear on what really matters to your customers through acknowledging that your organisation is a small part of their overall life. Connect with JohnFind out more about John and his new book at https://johnjsills.com/Find him on LinkedIn: johnjsillsFind him on Instagram: cx_storiesFind him on Substack: CX Stories

In this episode of The Remarkable Project Jay speaks with Alison Shamir, an International Imposter Syndrome Expert, about how prevalent imposter syndrome is, how a better understanding of it can empower change and the three-step process she recommends for moving through Imposter Syndrome and capturing the untapped opportunity that sits on the other side.  Alison Shamir is an International Speaker, Certified Coach and Media Contributor. As a founder herself and someone who has experience imposter syndrome firsthand, Alison has dedicated her own career to empower global organisations, teams & individuals with the knowledge, tools and methods they need to overcome Imposter Syndrome and present and perform as their most confident selves. Alison is also a proud member of the LGBTQIA+ community, passionate about Diversity, Equity and Inclusion and has held Leadership roles across the Technology and Media sectors. She combines both lived experience and professional expertise to help her clients make transformative change.Remarkable TakeawaysDefining what Imposter Syndrome is and, more importantly, what it is not. And how to recognise the symptoms early.The opportunities that begin to present themselves once you understand and begin to move through Imposter Syndrome. The three-step process that Alison uses with her clients to help work through Imposter Syndrome and achieve your true authentic potential. Connect with AlisonFind her on LinkedInLearn more about Alison and her work via her website 

In this episode of The Remarkable Project Jay speaks with Chris Wallace, President of Innerview Group, about the importance of creating collaborative conversation with your frontline team about business improvement, how to recognise and deal with the disconnect that sometimes happens between those teams and management and how to get your staff to believe in (and care about) your brand. As a marketing and customer experience strategist, Chris' expertise centre's on how organizations can improve alignment, between their go-to-market strategies and their frontline channels (sales, customer service, support, etc.). As President of InnerView, Chris and team have developed the breakthrough InFront platform, which applies market research processes to collect and analyse employee and partner, perceptions of customer needs and company value proposition. Apart from his client work, Chris is also an adjunct marketing professor at Villanova University (MBA) and is regularly published in outlets including, Harvard Business Review, Forbes and Ad Age.  Three Remarkable Quotes"Your frontline staff are a channel. Treat them as a channel that needs to be convinced not one that can be taken for granted that they will deliver your message in the right way. ""How many times do organisations stop to ask its people “What do you love about what we do?”"It is one of the most basic, fundamental aspects of human relationships; Listening for needs and responding in a way that says “ I heard you and I'm here to support you. "Connect with ChrisFind him on LinkedinLearn more about InnerView Group via their website  

In this episode of The Remarkable Project Jay speaks with Carla Johnson, one of the world's leading Innovation Architects, about some of the biggest misconceptions about how successful ideas are born, the building blocks and process for true innovative thinking, and the power of putting observation practices into your daily schedule. Carla Johnson helps leaders paralysed by traditional thinking and teams that lack purpose and progress. Carla's spent 20 years helping leaders shatter limits and discover undiscovered possibilities. Through years of research, she's developed frameworks and processes that teach people how to consistently produce inspired ideas that lead to uncommon outcomes.In this episode, we delve into the core themes of Carla's acclaimed book, Re:Think Innovation, where she challenges conventional thinking and invites readers to embrace creativity as a driving force for change. Through real-life examples and thought-provoking exercises, Carla reveals the secrets to fostering a culture of innovation and unlocking hidden opportunities within organisations.As a trusted advisor to numerous companies across diverse industries, Carla brings a wealth of knowledge and practical wisdom to the table. Her unique blend of strategic thinking, storytelling, and deep understanding of human behaviour allows her to guide organizations towards impactful innovation that drives growth and success.Remarkable TakeawaysWhy the idea that there are people that are naturally better with great ideas is missing an essential part. How “middle of the night” ideas are born through a very clear process whether you know it or not. The low resource practices you can put in place today that can create consistently better ideas more often. Connect with CarlaFind her on LinkedinLearn more about Carla and her book via her website 

Are you feeling a little nervous? Nervous about the economy. Nervous about your business? Or just a sense of unease when it comes to what the next 12 months might look like in this new world of business. Well today we wanted to do something a little different. Here at Remarkably, we have the privilege of having what many would call quite intimate conversations with business owners about how they are feeling in not only a post-covid business environment but also in the financial climate that many think we have yet to feel properly. The other unique position we are in is that we get to speak to experts regularly about what business owners should be doing right now to ensure they protect themselves for what is to come – whatever that may be. Overwhelmingly, the feedback is just two things. Make sure you solidify the relationships you have around you.And Lean into experience as an asset. So today, we are going to replay an episode from Season One with, who many describe, as the Godfather of Experience Marketing – Mr Joseph Pine.Mr. Pine is an internationally acclaimed author, speaker, and management advisor who has dedicated his career to exploring the changing landscape of business and the role of experience in creating value for customers. He has authored several best-selling books, including "The Experience Economy" and "Authenticity: What Consumers Really Want".In this episode, we will delve into Mr. Pine's insights on the Experience Economy, a concept he co-created with his partner James Gilmore. The Experience Economy describes the shift from a service-based economy to an economy where experiences are the key driver of growth and differentiation.We will explore how businesses can create memorable and authentic experiences for their customers and why this is crucial in today's hyper-competitive marketplace. Mr. Pine will share his thoughts on the impact of technology on the Experience Economy, and how companies can leverage it to enhance the customer experience.Join us as we uncover the insights and wisdom of Mr. B. Joseph Pine II on the Experience Economy and the power of customer experience in creating value for businesses and customers alike.Get connected with Joseph Pine atwww.strategichorizons.comTwitter:  @joepineLinkedIn: /joepineRecommended Books:The Experience Economy by Joseph Pines IIhttps://www.amazon.com.au/Experience-Economy-Competing-Customer-Attention/dp/1633697975/

In this episode of The Remarkable Project Jay reconnects with one of the Podcast's first guests, high-impact scientist, author and public speaker Paul Zak, to talk about why simple explanations often signal deep understanding, how community-building bolsters brand love in the brain, and what S.I.R.T.A. means to extraordinary experiences.Dr. Paul J. Zak, PhD, has been on a quest to understand the neuroscience of human connection, human happiness, and effective teamwork. His academic lab and companies he has started develop and deploy neuroscience technologies to solve real problems faced by real people.​Paul was one of the first scientists to integrate neuroscience and economics into a new discipline: neuroeconomics. His research has identified the brain processes that support such behaviours as trustworthiness, generosity, and sacrifice.His work has been ground breaking in the academic, public, and now in business and healthcare settings. Fascinated by how to reduce the amount of wasted energy in creating experiences that are of no actual value to the end user, Paul looks at ways to harness brain imaging to understand what truly delights our customers. In his new book, Immersion: The Science of the Extraordinary and the Source of Happiness, he discusses the transition to an experience economy, as people increasingly crave the extraordinary, with his research showing that there's a scientific formula to consistently create remarkable experiences. A professor of economics, psychology, and management at Claremont Graduate University, he is the author of two other ground-breaking books – Trust Factor and The Moral Molecule – and also a regular TED speaker, four-time tech entrepreneur, and corporate consultant.Remarkable TakeawaysWhy being able to slow down and explain a concept or subject in simple terms often signals deep understanding.How building a community around those who love your brand actually helps reinforce and enhance the brain basis for that love.The five key stages of creating an extraordinary experience – S.I.R.T.A.Connect with PaulFind him on LinkedinLearn more about Paul's work at his website Purchase the book on Amazon here 

In this episode of The Remarkable Project Jay speaks with Mark Carpenter, a master storyteller, educator and author, about why listening to yourself as well as others plays into powerful stories, how clarity, simplicity and impact affect story shareability, and what it is about great storytelling that builds credibility. Mark Carpenter is a serial storyteller. Even as a child, he loved to tell stories (mainly to get attention). He leveraged that ability into a career in marketing communications and public relations, then as a college professor and corporate facilitator.These days, Mark teaches people how to more intentionally tell stories that teach, lead, sell, and inspire to accomplish business and personal goals. He is the co-author of the best-selling book “Master Storytelling: How to Turn Your Experiences Into Stories that Teach, Lead, and Inspire” and co-creator of the Master Storytelling Workshop.Leveraging a 20-year career in corporate communication, 10 years working as an adjunct professor of communication, and 15 years facilitating training, Mark couples a lively, engaging style with purposeful, impactful learning.When he's not training, speaking, coaching, or creating new content, Mark is likely hiking or snowshoeing in the mountains near his home in Utah in the United States, playing the piano, bragging about his grandchildren, or writing children's books.Remarkable TakeawaysWhy listening not only to other people and their experiences, but also your own emotional responses, provides the foundations for great stories. How clear intent, simplicity and just the right amount of impact positively affect the shareability of a story. The chemical connections which mean finding information through a well-told story often makes it more credible to the recipient than presenting pure facts and data. Connect with MarkLearn more about his words and work at the Master Storyteller website Check out some of his content on YouTubeRead his book: Master Storytelling: How to Turn Your Experiences Into Stories That Teach, Lead, and Inspire.Find him on Linkedin

In this episode of The Remarkable Project Jay speaks with Account-Based Marketing (ABM) expert Shahin Hoda, about why client lifetime value is a crucial consideration when shaping an ABM strategy, how ABM addresses three main areas in driving growth, and the importance of being able to clearly identify target markets when assessing ABM options.Shahin Hoda is the Founder of xGrowth, a B2B growth agency helping organisations close more mid-market and large enterprise deals. He's making that happen by popularising Account-Based Marketing (ABM) in Australia, working alongside B2B leaders to implement ABM strategies and build predictable revenue engines.When he's not busy building ABM campaigns, he's either playing a game of Tennis in Richmond (which he usually loses) or looking up smoothie recipes (because let's be honest, who doesn't like a nice smoothie).Remarkable Quotes"If your budget is tight and your client's budgets are tight, you want to be laser focused on the ones that are very suitable for what you're trying to offer.""Lifetime value, however you measure it, needs to be large enough to justify the investments you want to put in.""You have to tell them that “I want you to do business with me”.Connect with ShahinFind him on LinkedinLearn more about the work Shahin does with xGrowth via their website 

In this episode of The Remarkable Project Jay speaks with keynote speaker, futurist, educator and author Mark Schaefer, about why personal trust is more critical in community building than ever, how the pandemic highlighted customers' need to belong, and the importance of preserving community cultureMark W. Schaefer is a globally-recognised keynote speaker, educator, business consultant, futurist, and author who writes for {grow} – one of the world's top marketing blogs. Mark has worked in global sales, PR, and marketing positions for more than 30 years, and now provides consulting services as Executive Director of US-based Schaefer Marketing Solutions. He specialises in marketing strategy and social media workshops, with his clients include both start-ups and global brands such as Adidas, Cisco, Johnson & Johnson, Dell, Pfizer, The US Air Force, and the UK government.Mark has advanced degrees in marketing and organisational development, and is a faculty member of the graduate studies program at Rutgers University in New Jersey.He is the bestselling author of 10 books including ‘The Tao of Twitter' (the world's top-selling book on Twitter), ‘The Content Code', named by INC magazine as one of the Top Five marketing books of the year, and ‘KNOWN', the all-time bestselling book on personal branding. Mark's new book ‘Belonging to the Brand: Why Community is the Last Great Marketing Strategy' describes an essential new path to connect to customers in the modern digital world. His written works are used as textbooks at more than 50 universities, have been translated into 15 languages, and can be found in more than 750 libraries worldwide. He is a regular contributing columnist to The Harvard Business Review, and continues to be a popular guest on many national television shows and periodicals including the Wall Street Journal, Wired, The New York Times, CNN, National Public Radio, CNBC, the BBC and the CBS NEWS.Remarkable TakeawaysWhy personal trust is becoming increasingly critical in community building, as people seek more meaningful experiences and less standard value exchanges with brands.How the recent pandemic highlighted the unchanging and permanent need of customers for community and belonging, cementing its status as a crucial marketing strategy for businesses.The importance of protecting the culture of a community, to ensure it remains safe, nurturing and validating for likeminded people to step into and collaborate, co-create, and advocate for something they want to change or achieve.Connect with MarkFind him on LinkedInFollow him on TwitterLearn more about Mark's work, books and beyond via his website  

In this episode of The Remarkable Project Jay speaks with business strategist, speaker and author Bryan Kramer, about why authenticity is a personal perception, how important simplicity is in brand building, and the power of creating community intimacy.Once described as the “Zen Master to Digital Marketers” by Forbes, Bryan Kramer is a renowned business strategist, global keynote speaker, executive trainer and coach, investor, two-time bestselling author including a TOP 150 USA best-selling book, and Forbes contributor.Bryan also created a global movement and is known for his keynotes, book, and talks on the H2H concept, stating “There is no B2B or B2C, it's Human-to-Human, H2H.”He is the CEO of H2H Companies, an executive coaching company, and co-owner of PureMatter, a Silicon Valley marketing agency founded in 2001, which earned a spot as one of the “Fastest Growing Companies” three years in a row by the Silicon Valley Business Journal. Becoming a global leader in Digital and Influencer Marketing space, PureMatter works with some of the world's most notable brands and helps modern businesses speak “human”Even with 33 years of business experience under his belt, Bryan still calls himself a “relentless entrepreneur” and an optimist.Remarkable Takeaways Why authenticity means something different to everybody, and what to do with that knowledge when it comes to business.How important it is to lean into simplicity and avoid inward-facing jargon as you look to scale and strengthen brand love.The power of creating intimacy and truly committing to what's in it for “them” rather than you when building out communities.Connect with Bryan Find him on LinkedinLearn more about him and his businesses at his website

In this episode of The Remarkable Project Jay speaks with the co-founder of immersive hospitality company Viral Ventures, Aden Levin, about why reiteration of ideas is so key to ensuring a conversation-worthy customer experience over time, how strong data, customer insights and trusted partners provide commercial and creative validation, and the importance of fine details when it comes to both products and organisations. Aden Levin is the co-founder of Viral Ventures, a leading immersive hospitality company that uses data and technology to drive global experiences. They operate 18 venues globally, offering uniquely different experiences which range from the “rude dining” of Karen's Diner through to creative cocktails at The Alice.Every aspect of Viral Ventures' business is focused on creating unusual, unexpected and remarkable experiences that provide customers with something which steps beyond the typical.Aden's expertise and experience draws from over 15 years of work in the events industry, stemming from the UK where he co-founded Mainstage Festivals, an outfit who run well-known music festivals in Europe and were featured on hit TV show Dragon's Den.These days, via Viral Ventures, he helps pioneer and bring to market quality (and quirky) hospitality entertainment. In 2021 Aden and his business partner James were voted ‘Hospitality Young Entrepreneurs Of The Year' in the Business News Australia Awards, and Viral Ventures has received multiple other awards and recognition for its ongoing global success.Remarkable TakeawaysWhy listening and reiteration of ideas is so key to ensuring a conversation-worthy customer experience over time.How strong data, customer insights and trusted partners provide crucial commercial and creative validation, even after success.The importance of the small touches and fine details when it comes to not only products, but also how businesses and teams are run.Connect with AdenFind him on LinkedinLearn more about Viral Ventures and their venues via their website

In this episode of The Remarkable Project Jay speaks with Entrepreneur, Author and Master Presenter, Paul Dunn, about why an abundant mindset benefits both sides of the impact exchange, how collective knowledge contributes to competitive advantage, and the idea that sharing your giving improves its cumulative impact on the world.Paul Dunn is a four-time TEDx speaker, entrepreneur, author and much more besides.He is a Senior Fellow in one of the World's Leading Think Tanks, consulting to and leading-edge businesses around the world, and was honoured as a Social Innovation Fellow in his new home of Singapore, something he shares with film-star and philanthropist Jet Li and former Walmart Chairman, Rob Walton.Paul was one of the first 10 people in Hewlett Packard in Australia, before going on to create one of the country's first computer companies and The Results Corporation, where he helped develop and grow 23,000 small and medium scale business enterprises. His programs are estimated to be used by almost a quarter-of-a-million companies around the world, but he continues to push boundaries, featuring in Forbes Magazine alongside Sir Richard Branson in a global piece on ‘disrupters' in business.Paul's books, ‘The Firm of the Future' and ‘Time's UP', co-written with Ron Baker, are best sellers. He is the co-founder of B1G1: Business for Good, the history-making Global Giving Initiative that's already enabled businesses to create over 312 Million giving impacts globally. He speaks passionately to audiences around the world about Purpose and how we now can (and almost certainly need to) move beyond being Purpose-Driven to becoming Impact-Driven.Remarkable TakeawaysWhy adopting an abundant mindset in business from the get-go benefits both sides of the impact exchange.How collective knowledge contributes to competitive advantage.The idea that sharing your giving improves its cumulative impact on the world.

In this episode of The Remarkable Project Jay speaks with Michael Croaker, a long-standing leader in the world of theme park entertainment and experiences, about why learning how to be truly memorable can have profound business benefits, how storytelling and “predictable irrationality” contribute to the creative process, and the fine balance between messaging and memorable moments.Michael Croaker is an award winning 30-year theme park veteran.At 18 he was the youngest Live Show Announcer in the history of Sea World, and by his mid-20s he'd become Head of Show Production, writing and developing live park content and providing creative oversight broadly across the business.Going on to assume the role of Entertainment Manager for Wonderland Sydney, Michael successfully introduced powerhouse entertainment properties Marvel, Dreamworks and Hasbro into the park during his tenure. He was then Appointed to the role of Head of Entertainment for Village Roadshow Theme Parks in 2005, where he not only led diverse creative teams through compelling day trade content within Warner Bros. Movie World, Sea World and Paradise Country, but, together with his creative team, produce an annual series of large-scale park events including Fright Nights, Hooray For Hollywood, Carnivale and White Christmas.Today, he also manages to find time to work as a Communication Coach with his business, Stand & Deliver, and is host of the Park Life Podcast, a celebration of people and stories from within the theme park and attractions industry Whenever asked about what business he's in, Michael's answer is always the same, “the business of hardwiring memories for life”.Remarkable TakeawaysWhy learning how to be truly memorable can have such profound human and commercial influence on business.How understanding the irrationality of individuals and the power of story helps creators harness their own quirks and biases to craft compelling outcomes for customers.The way business owners and leaders should be thinking about weaving key messages into memorable moments, without diluting their impact.Connect with Michael Find him on LinkedinCheck out his Instagram Learn more about his business Stand & Deliver via their website

In this episode of The Remarkable Project Jay speaks with Stacey Brown Randall, an expert, coach and keynote speaker on the subject of referrals, about why it's crucial to understand what's REALLY happening when a referral takes place, how to define referrals and why it's important to distinguish them from other forms of word-of-mouth, and the biggest misconceptions about why someone will or won't refer your business.Stacey Brown Randall is a referrals expert and coach, author, keynote speaker, and Podcast host.She believes the easiest way to grow a business is through referrals, but knows that going after them can feel awkward. Even desperate. So, Stacey teaches business owners how to generate referrals naturally – without asking, manipulating or incentivising – to ensure that they don't have to compromise their values or their relationships as they go about it.Her focus areas are business owners in the legal, financial, professional services, real estate and design industries, and she's the multiple award-winning author of ‘Generating Business Referrals Without Asking'.Stacey also hosts the ‘Roadmap to Grow Your Business' Podcast and speaks nationally on the topic of building long term success through quality referral generation.Remarkable TakeawaysWhy it's crucial to understand what's REALLY happening when a referral takes place.How to define referrals and why it's important to distinguish them from other forms of word-of-mouth.The biggest misconceptions about why someone will or won't refer your business.Connect with StaceyFind her on Linkedin and InstagramLearn more about her work and book with a visit to her website  

A short episode to give our listeners an update as why we paused on the podcast and what our plans are moving forward with The Remarkable Project. What have we been working on?When are we coming back?How can you help?If you have ANY feedback for us on what content you would like to hear or how we could better serve you, please email us at podcast@remarkably.com.au. Learn more about Convoy Collective here. 

In this episode of The Remarkable Project Jay speaks with operations software and outsourcing company PartnerHero's founder and CEO, Shervin Talieh, about why businesses should be thinking of themselves as a conduit to serve employees along their journey, how trust can transcend physical and cultural borders, and the benefits of approaching sales as a process of mutual discovery.Shervin Talieh is the founder and CEO of PartnerHero, an operations software and outsourcing company focused on new economy businesses. After seeing how outsourcing was essentially “a race to the bottom” during his time at technology startups and large consultancies, Shervin set out to build something different and focus on the humans at the centre of operations and outsourcing. His approach of “culture leads, success follows” allows PartnerHero to hire exceptional talent from around the world, and attract companies who are looking for more than inexpensive labour.Prior to PartnerHero, Shervin was the co-founder of Drumbi, a technology startup focused on orchestrating voice and data for new and innovative customer experience applications, and before that was a Partner at Accenture's Los Angeles office. At Accenture, his responsibilities included developing and implementing the regional go-to-market plans for the Strategy Consulting, Technology, and Outsourcing service lines, and he also acted as a personal advisor to a select number of CXOs.Shervin is married with four children and two dogs. He volunteers at Life's Kitchen, where he gets to work with young people who are eager to learn skills that will help them with life. REMARKABLE TAKEAWAYS Why businesses should be thinking of themselves as a conduit to serve employees along their journey, not the other way around.How trust can transcend physical and cultural borders, and what that means for how humans interact, both physically and digitally.The benefits of approaching sales as a process of mutual discovery, when it comes to successfully matching both capabilities and core values.CONNECT WITH SHERVINFind him on LinkedInLearn more about PartnerHero via their website

In this episode of The Remarkable Project Jay speaks with Rob Chesnut, Airbnb's former General Counsel and Chief Ethics Officer, about why self-awareness is so important to professional and personal progress, how influential organisations are primed to pick up the slack of governments in areas where action matters to their customers, and the data that shows companies with intentional integrity outperform the market.Rob Chesnut retired in 2021 after over five years as Airbnb's General Counsel and Chief Ethics Officer.A graduate of Harvard Law School and the University of Virginia, Rob worked with the U.S. Justice Department for 14 years, where he prosecuted bank robberies, kidnappings, murder, and espionage cases, including the prosecution of CIA employees Aldrich Ames and Harold Nicholson. He joined eBay in 1999 as its third lawyer, and went on to lead their North American legal team before later founding the business' Trust and Safety team. The following 6 years saw him in the role of the General Counsel at digital education leader Chegg, where he helped take the company public in 2013.Rob joined Airbnb in early 2016, growing their in-house legal function from 30 to over 150 professionals in 20 offices around the world. His team led initiatives to promote home sharing and address regulatory issues with local governments and landlords around the world. He also developed a popular interactive employee program, Integrity Belongs Here, to help drive ethics throughout the culture at the company.His book Intentional Integrity: How Smart Companies Can Lead an Ethical Revolution was published by St Martin's Press in July 2020, and acts as an extension of his work helping companies develop strategies to drive integrity into their culture. He lives in San Francisco, CA.Three Remarkable TakeawaysWhy self-awareness and owning your mistakes is so important in enabling you to keep moving forward, in business and life in general.How the concept of “Kinder Capitalism” feeds into thinking around what an ideal world looks like, and how organisations can help get us closer to it when governments can't or won't.The data that shows companies with deeper Connect with RobFind him on LinkedInLearn more about Rob's work at the Intentional Integrity website

In this episode of The Remarkable Project Jay speaks with Rob Sinclair, co-MD of Australian kitchen, bathroom and laundry appliance kings, e&s, about why a willingness to go ‘human first' can prove a core pillar of competitive advantage, how doing whatever it takes to put the customer in a winning position pays off, and the importance of being close to the customer coal-face when it comes to making effective decisions.Rob Sinclair is the joint Managing Director of e&s, a family-owned business started by his father Bob Sinclair and his two brothers in 1962.From a small discount store in the Melbourne suburb of Ashburton, that sold everything from travel goods to furniture and even guns, e&s has grown and transformed, eventually becoming what it is today – a name synonymous with selling kitchen, bathroom, and laundry appliances across nine Melbourne metropolitan stores.Having grown up around the business, Rob's experience with suppliers, brands and products have made him an expert in the field of kitchen, bathroom, and laundry appliances. While still at school he worked on weekends and during school holidays in the e&s warehouse and, as he got older, in the Ashburton store, meeting and helping customers with their purchases.Rob always had a passion to work with his father and to build up the e&s business, so 30 years ago joined it full time with a staff of 12. Over the years many things have changed, including growth to nine stores and over 300 people across the company.Remarkable TakeawaysWhy even in today's highly digitised marketplaces, the ability to build real human relationships with real human beings can prove a core pillar of competitive advantage.How the flow on effect of always doing whatever it takes to put the customer in a winning position, is what not just more referrals but an empowered company culture.The importance of being really in touch with what's happening on the customer coal face when it comes to making decisions which are both quick and deeply informed.Connect with RobEmail him on rob@eands.com.au or even text him on 0409 700805!Find him on LinkedinLearn more about e&s and what they do different via their website 

In this episode of The Remarkable Project Jay speaks with Jack DeLosa, Founder of Australia's Largest Business Coaching and Training Company – The Entourage about the experience of the modern day entrepreneur and how their role shouldn't be to market, sell and deliver a product or service, it should be to build a business that can do all those things without being dependent on your operational involvement. We also discuss how COVID has forced us to pay more attention to our inner state of being and fulfilment and focus on the areas that matter. Jack Delosa builds businesses. He is the founder of Australia's largest business coaching and training provider, The Entourage, which has a community of over 550,000 members. Since 2010, The Entourage has helped their members add over $2 billion in value to their businesses. Under his leadership, The Entourage has been awarded the 4th Best Place To Work In Australia, and Top 50 Australiasia, by AFR's Best Places To Work.Prior to The Entourage, Jack co-founded MBE Group, which helped small to medium sized businesses raise money from investors. MBE enabled their clients to raise over $300 million from investors and would go on to become one of Australia's fastest growing companies. Along the way, Jack became an investor, investing into companies spanning biotechnology, luxury real estate, finance, ecommerce, food retail, recruitment and even aviation, including one company that become what's known in Silicon Valley as a "unicorn" – a business that goes from $0 to $1 billion within ten years.In recognition of being one of the country's top entrepreneurs and investors, Jack has been listed in the AFR Young Rich List five timesJack's first book, UnProfessional, was highly acclaimed, reaching best-seller status within three weeks of launching. His latest book, Unwritten, outlines the unconventional wisdom he's become known for, to living a life on purpose and making the world a better place. Unwritten became Australia's best-selling business book in one week.Remarkable TakeawaysThe role of an entrepreneur shouldn't be to market, sell and deliver a product or service, it should be to build a business that can do all those things without being dependent on your operational involvementPay more attention to your inner state of being and fulfilment and operate from that place. Being driven by negatives and trauma means the process is empty even when you reach your goal – if you can make the journey driven by joy, purpose and inspiration, your time is better spent and you do a better job.Empathy map – how does your customer feel at every touchpoint of your customer journey.  Address the emotions they're feeling with relevant examples.Connect with JackFollow him on InstagramExplore and join The Entourage

In this episode of The Remarkable Project Jay speaks with Sendle chief James Chin Moody, about why asking customers how disappointed they'd be if your product or service disappeared can be so telling, how partnerships are where stakeholder capitalism can really come into its own, and Sendle's five virtues-based H's and their impact on the business. James Chin Moody is the Co-Founder and CEO of Sendle, Australia's first 100% carbon neutral courier service, specifically designed for small businesses in the eCommerce space and the country's first technology B Corp.Sendle has levelled the playing field for small businesses by offering affordable, flat-rate shipping for less than standard parcel post with no hidden fees, lock-in contracts, or minimums required. They pick up parcels from front doors Australia-wide, with the benefits of free tracking, affordable international rates, and sustainable shipping. James has previously held roles as Executive Director, Development at the CSIRO, Australian National Commissioner for UNESCO, member of the Australian Bureau of Meteorology Advisory Board and Trustee for the Australian Museum.He is also a member of the World Economic Forum's Global Agenda Council on the Future of Software and Society, holds a PhD in innovation theory from the Australian National University, and was Chief Systems Engineer for the Australian Satellite FedSat – the first Australian satellite to be launched in 30 years. The book ‘The Sixth Wave: How to Succeed in a Resource-Limited World' saw him take on the role of co-author.Three Remarkable TakeawaysWhy you'll know if you're solving a painful problem successfully by asking how disappointed customers would be if your product or service disappeared.How common value created through partnerships is where stakeholder capitalism can really come into its own. The five virtues-based H's of Sendle and how they show up an within the business as part of a journey, not a destination.Connect with JamesFind him on LinkedinLearn more about Sendle and their story on their website Purchase The Sixth Wave here

In this episode of The Remarkable Project Jay speaks with customer care and support  expert, Sarah Hatter, about why the best communities give members a voice, how listening, caring and acting are key to driving repeat business, and the reason replicating the CX of a brand you admire may well miss the mark for your organisation.Sarah Hatter is the founder of CoSupport, a customer experience coaching and consulting firm founded in 2011. She wrote ‘The Customer Support Handbook' back in 2014, and has since travelled the world training CX teams for startups and legacy brands like Disney, Dropbox, and Atlassian.CoSupport's mission is to bring excellence in customer care and support to every startup, software company, and web dev team in the world. So far, they've reached over 300 of those companies and are still going strong. Sarah leads the team in helping businesses become more efficient, have a better understanding of their metrics, and wow customers with every engagement.She also produces ElevateCX, an event series focused on growing the next generation of customer experience leaders. Through ElevateCX, Sarah has built up an engaged community of over 1,800 CX professionals, and produced over 30 ElevateCX events in 14 cities and three countries around the globe so far.Three Remarkable TakeawaysWhy the best communities, those that thrive long term, are the ones that have great engagement because they give the people involved a voice.How to turn real warmth, authentic outreach and proactive problem resolution for our customers into special outcomes, online and off.The reason you can't just replicate the customer experience of your favourite brand and expect it'll work in the same way for your business.Connect with SarahFind her on LinkedinLearn more about CoSupport and ElevateCX via their website

In this episode of The Remarkable Project Jay speaks with UGURUS founder, entrepreneur and author, Brent Weaver, about why minor tweaks to your niche can have major business impacts, how a killer community is the safety net you need as you scale, and the benefits of building out your own interactions engine.Brent Weaver leads the vision for UGURUS, a platform and set of educational programs which help digital agencies get more leads, win higher-value clients, and delight customers in a way which allows founders and owners to scale their businesses, whilst creating freedom in their professional and personal lives.He built his first website at 15 and created his debut web-design business just two years later. That company grew into a successful 14-person web agency that was acquired in 2012, with Brent since going on to help thousands of other web professionals master business skills and make more than $10m as an entrepreneur himself.Written during one of the most disruptive times in history, with people floundering around where to focus their buying power, his 2020 book ‘Get Rich in the Deep End' looked at how to commit to a niche, own a market and “audaciously” scale an agency. Equally targeted at digital marketing agency owners concerned about how to stay essential and anyone else running a client based business, the book drives home a solution based on becoming a specialist in everything you do, but at the same time knowing what not to do, and why.Married with two sons, Brent enjoys his road bike and swimming laps, and as for his favourite program…Google Chrome.Remarkable Takeaways Why making even minor changes to your niche can have a major impact the downstream elements of your business as well as your marketing position. How finding your core community of comrades and confidants offers a valuable safety net of expertise and emotional support as you scale.The benefits of creating and fuelling an engine which increases ongoing interactions with customers or clients.Connect with BrentEmail him here! Learn more about UGURUS via their website

In this episode of The Remarkable Project Jay speaks with brand architect and author, Kate DiLeo, about why finding your sweet spot as a business or brand is what attracts the ‘right' customers for you, how conversations trump stories when it comes to compelling buyers, and the value of identifying where your ideal customers already hang out.Kate DiLeo is a brand architect and #1 international bestselling author, whose approach is rooted in the belief that brand is the path of least resistance to revenue. She advocates for the elimination of complex and ineffective storytelling, by delivering simple yet provocative messages that tell prospects what you do, how you solve their problem, and how you differ from the competition. Brand conversations that convert being the outcome.‘Muting The Megaphone' is the title of Kate's book on this topic, which discusses why, as far as she's concerned, we need to stop telling stories and start having conversations in order to bring in new work and better serve our customers and clients.The term “accidental” is one Kate herself has used to describe her own journey as a brand strategist. She originally intended to pursue a PhD in Anthropology, yet discovered the power of branding during her first sales job. In the pursuit of making quota, she realised that cutting through the noise with a message that would compel prospects to want to have a conversation was crucial. In that case, it was learn fast or be out of a job.After honing her craft, Kate went on to successfully manage millions in pipeline by throwing out long monologue sales scripts and unsubscribing leads from complex story-based marketing campaigns. Instead, she focused on delivering simple pitches (centred on what she calls “The Brand Trifecta”) that invite prospects to engage in compelling conversation.Having pursued her branding side hustle throughout much of her agency and corporate, Kate turned it into a full-time business in 2019. She has now partnered with more than 200 organsations across 20 sectors, helping them craft brands that bring more prospects to the table, more users who click, and more customers who buy.Remarkable TakeawaysWhy finding your sweet spot as a brand attracts customers who are easier to work with, make faster decisions and trust what you're doing.How conversations, more than stories, compel people to buy, and the three things they'll need to know about you before engaging in one.The importance of identifying which rooms, physical and digital, your ideal customers are in already, and how to join them there.Remarkable Quotes“When you're serving your customers, your clients, they can smell a mile away if you hate it.”“Smack them between the eyes to say “I get you”, I understand the pain you're going through and here's how I solve that pain.”“If you're a red pen, don't go write in a blue pen – number one, your brand has to sound and feel like you.”Connect with KateFind her on LinkedinLearn more about how she helps businesses grow via her website

In this episode of The Remarkable Project Jay speaks with Sam Tatam, author and behavioural science guru at global ad, marketing and PR giant Ogilvy, about why the question “where has this been solved before?” is so powerful in developing solutions, how businesses can enhance client trust by better understanding behavioural science, and the value of moments which communicate investment in customers.Sam Tatam is the Global Principal and Head of Behavioural Science at Ogilvy Growth & Innovation. An awarded strategist and recognised pioneer of applied behavioural science, his experience stems from a background in Organisational / Industrial Psychology and advertising strategy, and a passion for understanding consumer behaviour at both a macro and micro scale.  Australian born but now UK-based, Sam leads a global team of talented psychologists and behavioural economists to bring this thinking to key Ogilvy and WPP clients, developing interventions and shaping the communications of some of the world's most influential brands and organisations.From New York to Nairobi, Sam has led behaviour change projects across virtually every category and continent, including The Bill & Melinda Gates Foundation, Facebook, Walmart, British Gas, American Express, Ford, WRAP, Kimberly Clark and Costa Coffee. Before joining Ogilvy in London, Sam was Head of Behavioural Science for Ogilvy, Australia, and previously worked in Organisational Development for Macquarie Group in Sydney.He is also a published author, with his recently released book ‘Evolutionary Ideas: Unlocking Ancient Innovation to Solve Tomorrow's Challenges' exploring how behavioural science and evolutionary psychology can help us solve tomorrow's challenges, not by divining something the world has never seen, but by borrowing from yesterday's solutions – often in the most unexpected ways.It discusses why, when faced with fresh challenges, it's easy to feel our solutions need to be equally unprecedented, before asking whether this mindset is actually a big mistake. Just as millions of years of evolution have helped craft the wing and dorsal fin, thousands of engineers, designers, marketers and advertisers have toiled to solve many of the problems we face today.Over time, through intent, design, social learning and sheer luck, we have found what works, and so, armed with an enhanced ability to see these patterns in human innovation, we can now systematically approach the creative process to develop more effective ideas more readily and rapidly.Remarkable TakeawaysWhy giving yourself permission to ask the question “where has this been solved before?” can be so powerful to solution development.How the broader business community could enhance client trust exponentially through deeper understanding of Behavioural Science.The value of creating moments which communicate investment in the customer, to their overall experience with your business.Connect with Sam Find him on LinkedInFollow him on TwitterLearn more about ‘Evolutionary Ideas' here

In this episode of The Remarkable Project Jay and his Remarkably Co-Founder, Neil Terry, reflect on recent conversations with clients, collaborators and each other, around the idea that actively committing to a truly customer-first approach is not merely an opportunity to refine, but also a vehicle for sustainable and strategic growth.From a look at why “it's not all about you” seems to be a neglected perspective in many organisations, through to the implications of deep listening and the choice of language within customer communications, the pair muse on why the understanding the internal narratives of those you're aiming to serve is ground zero for impact, co-creation and community.The conversation reflects on recent Podcast episodes featuring Steven M.R. Covey and Michael Rosemann on the subject of trust, as Jay and Neil consider why psychographics are so crucial to infusing longevity into customer relationships.The Not-For-Profit space, Nike, Red Bull, and a couple of local telco providers are also on the agenda.Remarkably helps build businesses and brands that people feel compelled to talk about, by leaning into more human ways of marketing. By bringing like-minded people closer to the core transformation organisations are seeking for their customers and clients – their intent – Remarkably work to create meaningful and memorable customer experiences, and develop communal marketing strategies which actually compound in value over time through collaboration and advocacy.Remarkable TakeawaysWhy prioritising customer listening, and putting in place systems to support it, is something every business should be focused on.The relevance of psychographics and qualitative data to better understanding the stories of those we serve, particularly when paired with ‘hard' data.How asking for advice rather than feedback from your customers removes hierarchy, makes them feel more valued, and improves insight.Connect with Neil & Jay Find them on LinkedIn – Jay / NeilLearn more about Remarkably via their website

In this episode of The Remarkable Project Jay speaks with the incredible Dr Michael Rosemann, Professor, author and thought-leader, as well as the Director of the Centre for Future Enterprise at the Business School of Queensland University of Technology (QUT) in Brisbane, Australia. The conversation touched on how trust continues to climb the business problem solving agenda, why trust design could soon become critical to competitive advantage, and the particular nuance native to core trust and extreme trust. Dr Michael Rosemann is the Director of the Centre for Future Enterprise and a Professor for Information Systems at the Business School, Queensland University of Technology (QUT), Brisbane, Australia. The Centre for Future Enterprise aims to identify, understand and professionalise those attributes that matter most to future enterprises, and their leaders.Dr Rosemann has a comprehensive higher education teaching portfolio, which currently includes delivering units on ‘Future Enterprise', ‘Business Process Design' and ‘Smart Decision Making' as part of QUT's Bachelor of Business and MBA programs. Michael's main areas of research are corporate innovation, revenue resilience, process management and trust management. His work is focused on creating compelling future worlds with today's possibilities that make current practices obsolete. As a researcher and advisor to board rooms and senior executives he is committed to advancing research-informed knowledge and confidence in order to appreciate the emerging design space and to create an increased ‘sense of ambition' and innovation appetite. He has been Chair of and a Keynote Speaker at leading business conferences the world over for many years and is currently the Vice President for Strategic Partnership of the global Association for Information Systems.Dr Rosemann is the author/editor of nine books, more than 350 refereed papers in outlets such as MIS Quarterly, European Journal of Information Systems, Journal of Strategic Information Systems, Information Systems and Journal of the Association of Information Systems, Editorial Board member of nine international journals and co-inventor of US and European patents.Previously, he has been QUT's Executive Director, Corporate Engagement and Head of both QUT's Information Systems Discipline their Information Systems School. Under his leadership as a Head of School, he established three industry-funded Chairs in the Information Systems School, i.e. the Woolworths Chair in Retail Innovation, the Brisbane Airport Corporation Chair in Airport Innovation and the PwC Chair in Digital Economy. More recently, as Director of the Centre for Future Enterprise, he established the Cisco Chair in Trusted Retail.Remarkable TakeawaysHow the big question of business problem solving has evolved from “what's broken?” and “what more's possible?” to “why will they trust us?”.Why trust design could soon become fundamental to competitive advantage, just like visionary leadership, ingenious engineering and amazing marketing.The differences between core and extreme trust, and how to identify the moments where they really matter during the customer journey.Connect with MichaelFind him on LinkedInLearn more about Michael and his work via his websiteDownload the Trusted Retail Innovation White PaperExplore QUT's Centre for Future Enterprise

In this episode of The Remarkable Project Jay speaks with Hayley Phillips, a dynamic marketeer recently kicking goals in the automative space with Volkswagen, about why customer ‘life stages' are key to looking beyond features and benefits, how data is transforming personalisation in the auto industry, and the importance of nurturing a creative culture internally and externally.Hayley Phillips has had an extensive career spanning many industries, including music, events, television and real estate, however the last decade has seen her active as a national marketer in the automotive industry. She embodies “outside the box” thinking, thanks to an innovative and progressive attitude towards marketing, strategy and creative. Over the past five years at Volkswagen Group Australia, Hayley has led forward-thinking VW campaigns such as the award-winning Polo ‘Unfail', the Effie award-winning ‘World's Smallest Dealership', and most recently, the ground-breaking ‘Golf GTI Ad Break Championship'.Hayley believes the key to success is developing strong relationships with agencies, partners and collaborators that embody trust, collaboration, and a dash of risk-taking. All supported, of course, with cracking insights. In an automotive marketing “sea of sameness”, she committed to standing out at every turn, and never forgot to have fun while she did it.With a recent move into the finance industry, Hayley is hoping to apply the same gusto, passion and determination to create connection through her marketing with a whole new set of customers.Check out some of her recent work here: https://vimeo.com/576570169 Remarkable QuotesIn many ways it's not about the car itself, it's about how it affects the person driving it.Rather than just talking at them, it's always about starting conversations.Don't be scared to not focus on the features.Remarkable TakeawaysWhy looking at customer ‘life stages' rather than just doubling down on features and benefits can really refresh marketing thinking.How the amazing use of data in the auto industry is providing much more personalised opportunities for new products and communications.The importance of nurturing a truly creative culture across both internal and external teams.Connect with HayleyFind her on LinkedinFollow her on Instagram 

In this episode of The Remarkable Project Jay speaks with the legendary author of ‘Trust and Inspire', Stephen M. R. Covey, about leadership in this “new world”. Stephen shows us how trust, as an economic driver, is key to the success of any team and also adds that learning how to connect your purpose to the people you lead allows the mobilisation of creativity, innovation and growth you need to excel. Stephen M. R. Covey is the New York Times and #1 Wall Street Journal bestselling author of The Speed of Trust, which has been translated into 22 languages and has sold over 2 million copies worldwide. He is also the author of the newly released Wall Street Journal bestseller, Trust & Inspire: How Truly Great Leaders Unleash Greatness in Others.Stephen brings to his writings the perspective of a practitioner, as he is the former President & CEO of the Covey Leadership Center, where he increased shareholder value by 67 times and grew the company to become the largest leadership development firm in the world.A Harvard MBA, Stephen co-founded and currently leads FranklinCovey's Global Speed of Trust Practice. He serves on numerous boards, including the Government Leadership Advisory Council, and he has been recognised with the lifetime Achievement Award for “Top Thought Leaders in Trust” from the advocacy group, Trust Across America/Trust Around the World.Stephen is a highly sought-after international speaker who has taught trust and leadership in 55 countries to business, government, military, education, healthcare, and NGO entities.Stephen's newest book, the #1 Wall Street Journal bestseller, Trust & Inspire: How Truly Great Leaders Unleash Greatness in Others, was released in April. The book was written off the back of a single premise: While the world has changed, our style of leadership has not. Most leaders and organisations—faced with ever new and disrupting challenges—continue to operate from a base model of “Command & Control;” they've just become more advanced and sophisticated at it, what Stephen calls “Enlightened Command & Control. In contrast to Command & Control, Trust & Inspire is all about unleashing greatness in others. Leading in a way that both inspires and empowers people to become the best version of themselves—tapping into a sense of purpose, meaning, contribution and inclusion. The result is a level of belonging, collaboration, and ultimately innovation that Command & Control is simply not capable of producing.Remarkable TakeawaysWhy extending “smart trust”, which allows creativity and innovation to flourish, can help you feel more in control of your business.How an organisational merger allowed Stephen to see first-hand the high cost of low trust.The true test of a trusted relationship and what to do once the results are in.Remarkable QuotesTrust is learnable. It's moveable. It's something you can create, you can grow, you can establish, expand, extend and, in some cases, even restore.It's not enough to be trustworthy. It's necessary but insufficient. To create trust we need to be trustworthy and trusting.You can't command and control your way to collaboration and innovation. To trust is to take a risk. Not to trust is also a risk.Connect with StephenLearn about and order Stephen's new book at: www.trustandinspire.comConnect with Stephen on LinkedIn, Twitter and Instagram

In this episode of The Remarkable Project Jay speaks with Gwyn Krueger, Senior Director of Customer Experience at social gathering platform, Meetup, about why 9/11 was the seed from which Meetup.com grew, how having options around showing up contributes to sustained engagement, and the importance of understanding the psychology of getting together in delivering valuable community experiences. For nearly six years, Gwyn Dylan Krueger has been a uniquely qualified leader at Meetup, a global online destination where people head to meet, make friends, find support, grow businesses, and explore interests. The network has been helping facilitate events for 20 years, with thousands now happening each and every day.Having started in the Community Support Team, Gwyn is now the Senior Director of Customer Experience. The role sees him showing teams they're capable of uncovering data insights and capturing customer anecdotes that can favourably influence product and design decisions, as well as delighting users.  Working with them to create content and programming that helps Meetup Organizers unlock the value of their growing communities, Gwyn has been instrumental in elevating the customer voice within product releases and marketing efforts via these teams.His career history is testament to his loyalty and commitment to improved connection. Highlights prior to Meetup include years in customer care with Apple Retail, supporting the busiest Genius Bars in the world, an experience which has enabled Gwyn to lead Meetup's creation of a scaled and streamlined operational approach to support their vast member base.Remarkable TakeawaysWhy 9/11 was the seed from which Meetup.com grew.How having options around showing up contributes to sustained engagement.The importance of understanding the psychology of getting together in delivering valuable community experiences.Connect with GwynFind Gwyn on LinkedinExperience Meetup and how see it's celebrating 20 years of real connections via their website

In this episode of The Remarkable Project Jay speaks with the CEO and Co-Founder of customer review enhancement platform Cloutly, Lachlan Fea, about why having a balance between negative and positive feedback is actually a good thing, how not-so-great reviews are key to driving amazing ones, and the importance of customer-friendliness when it comes to owning your online review process. A technical marketer by trade, Lachlan Fea is the CEO and Co-Founder of Cloutly, a venture-backed reputation management platform on a mission to humanise the way businesses drive reviews and build trust with their customers.He's always been passionate about bringing teams of brilliant people together and letting them do their thing. So, when Cloutly took on a life of its own in late 2019, having started out as an internal tool of his digital marketing agency which delivered repeated success stories, he saw an opportunity to make that passion a reality.Born out of Australia's Gold Coast, the company has recently scored half-a-million dollars in funding to turbocharge efforts to help small businesses bolster their reputations by streamlining and centralising control over the review process.Three Remarkable Quotes"If you're between a 4.3 and a 4.9-star rating, that's more trustworthy than a perfect five.""There's a disconnect and a detachment between the commercial objectives of companies and their customer experience.""You have to really understand what aspect of your experience creates the biggest impact for that customer and, more importantly, when!"Connect with LachlanFind him on LinkedinHear what he's got to say on TwitterFor more on what they do and why, check out the Cloutly website

In this episode of The Remarkable Project Jay speaks with People of Influence's Shaun Kenny, an expert in leadership and team development, about why power differentials impact customer dynamics so strongly, how to identify when leadership needs work, and the value of maintaining the simple things when it comes to how teams interact Shaun Kenny is the Co-Founder and Chief Creative Officer of People of Influence, a leadership and team development company based in Sydney that helps the world's leading brands get the best out of people. As an individual, Shaun is one of Asia Pacific's most in-demand speakers and educators, having delivered over 1,000 sessions to over 150,000 people for over a decade with companies like Microsoft, Uber, Pepsi and American Express. In his role as mentor and advisor, Shaun has an up close and personal perspective of the challenges executives and leaders are grappling with in this rapidly changing world of work.An economist by training, Shaun translates the latest insights of behavioural economics and neuro-economics into practical tools that professionals can use for immediate impact. In our conversation, Shaun and I also go through what it takes to become a leader that people are compelled to follow. We look at how these traits connect to not only building a high performing team but also building a culture of teamwork that can translate through to your product and customer. Remarkable TakeawaysWhy understanding the influence of power differentials can fundamentally change how you show up in conversations with customers.How to effectively identify symptoms within teams that point to leadership which needs work.The value of creating an environment rich in simple courtesies and conversational equality, and why losing these can signify a team in decay.Connect with ShaunFind him on LinkedinLearn more about the work People of Influence do via their websiteWatch the entertaining and educational videos from the People of Influence team via their YouTube channel.  

In this episode of The Remarkable Project Jay speaks with Florencia Aimo, a Senior Director of Marketing & Communications for the world's biggest hotel chain, Marriott International, about why owned ecosystems are the future of fully-integrated customer service, how character can define a brand from its closest competitors, and the value of mixing in-person perspective with data when it comes to better understanding customers.Over the past 18 years Florencia Aimo has built a successful career taking on numerous marketing roles on and above property with different hotel brands. Globally-minded and passionate about travel and hospitality, her journey has steered her to work in multiple cities including Buenos Aires, Miami, Cancun, Orlando and Sydney.Florencia joined Marriott International in 2015 as the Director of Digital Marketing for Marriott Australia, where she led the execution of digital strategies for the business' hotel brand portfolio. With the acquisition of Starwood Hotels, she became part of the company's inaugural Area Team in the region, implementing brand, digital and communication programs across a portfolio of 40 hotels and 14 brands.Today she's responsible for leading marketing strategies and brand localisation, raising brand awareness and driving hotel performance. As well as securing significant global and local market partnerships including the Australia Grand Prix, Mardi Gras, and the Australian Open, Florencia has also driven change and innovation across hotel marketing over the past decade. This includes restructuring the organisation and developing Marriott's local paid placement advertising and digital marketing programs.She holds a bachelor's degree in Business Administration with a Marketing Major from Florida International University, USA, and currently resides in Sydney's Northern Beaches with her partner.Remarkable TakeawaysWhy creating your own ecosystem can have such a positive impact on growing both lifetime value and long-lasting customer love.How to separate brands or offerings by defining their true character, even if they were purposely built to compete with each other.The value of bringing together first-hand observation and deep listening with data, to ensure you know your customers intimately, today and tomorrow.Connect with FlorenciaFind her on LinkedinLearn more about the Marriott Bonvoy program here

In this episode of The Remarkable Project Jay speaks with psychology scholar, identity expert and esteemed author, Jay Van Bavel, about why great businesses don't need to micromanage their people, how our need to belong and to be distinct can co-exist within groups, and the power of identity symbols in aligning people with your brand. Jay Van Bavel is an Associate Professor of Psychology & Neural Science at New York University, an affiliate at the Stern School of Business in Management and Organizations, Director of the Social Identity & Morality Lab, and co-author of ‘The Power of Us: Harnessing Our Shared Identities to Improve Performance, Increase Cooperation, and Promote Social Harmony'. Prior to joining NYU, Jay completed his PhD at the University of Toronto and a Postdoctoral Fellowship at The Ohio State University.  From neurons to social networks, Jay's award-winning research examines how collective concerns – group identities, moral values, and political beliefs – shape the mind, brain, and behaviour. His work addresses issues of group identity, social motivation, cooperation, implicit bias, moral judgment, decision-making, and social media. He studies these issues using neuroimaging, lesion patients, social cognitive tasks, economic tasks, cross-cultural surveys, and computational social science.  Jay has published over 100 academic publications and co-authors a mentoring column, called Letters to Young Scientists, for Science Magazine. He has written about his research for the New York Times, BBC, Scientific American, Wall Street Journal, LA Times, and the Washington Post, and his work has appeared in academic papers as well as in the US Supreme Court and Senate. His research was also featured in TEDx and TED-Ed videos and he has consulted with the White House, United Nations, European Union, and World Health Organization on issues related to his research.  Jay has given talks at dozens of the Psychology Departments and Business Schools, as well as academic conferences, professional events, and non-academic organisations (including the World Science Festival, TEDx, New York Times).Remarkable TakeawaysWhy creating a virtuous cycle, driven by evangelists, means great businesses don't need to micromanage or spy on their people. How groups not only scratch the human itch to belong, but can also serve our desire to differentiate when they're optimally distinct.The power of identity symbols in aligning people with your brand.Connect with Jay Learn more about his book ‘The Power of Us' hereFind him on Linkedin

This episode of The Remarkable Project is a bit different.  We're taking a look back over the last month of the Podcast and using some of the key insights from those episodes as the jump off point for a series of actionable tips you can employ in your business today to help grow impact and profit.We'll also touch on whether our most recent run of conversations have got us any closer to answering the question of “how do you build a business that people feel compelled to talk about?”We look at the following episodes and discuss three main insights that were very evident in these four businesses that have a strong track record in sustainable organic growth. AARON TREVISFounder and CEO of wave riding innovators Surf LakesTED MOLTERSeasoned marketing and PR pro formerly CMO of San Diego Zoo Wildlife AllianceMATT BARNETTFounder, CEO and self-styled ‘Papa Bear' of customer relationship video platform, BonjoroDAVID WACHSSelf-confessed digital entrepreneur and Handwrytten founderKey Takeaways:1. How to surround yourself with people that will help you deliver on the impact you promise for your customers. 2. A strong model for creating remarkable moments for your customers that contribute to a strong overall lifetime value. 3. Why identifying your business intent can be the main pillar to your future growth. Got Questions?https://www.remarkably.com.auReferenced episodes: Aaron Trevis: https://www.remarkably.com.au/the_remarkable_project/aaron_trevis/Ted Molter: https://www.remarkably.com.au/the_remarkable_project/ted_molter/Matt Barnett: https://www.remarkably.com.au/the_remarkable_project/matt_barnett/David Wachs: https://www.remarkably.com.au/the_remarkable_project/david_wachs/

In this episode of The Remarkable Project Jay speaks with self-confessed entrepreneur and Handwrytten founder David Wachs, about why a communication that people keep and display remains special, how a ‘full stop thank you' works, and the value of shining a light on ‘time spent'.A serial entrepreneur, David Wachs' latest venture, Handwrytten, is bringing back the lost art of letter writing through scalable, robot-based solutions that write notes in pen to help brands and people connect. Developed as a platform and used by major meal boxes, eCommerce giants, non-profits and professionals, Handwrytten lets customers send notes from CRM systems such as Salesforce, websites, apps, or through custom integration.Prior to his current initiatives, David founded Cellit, a mobile marketing platform and mobile agency. Under his leadership, the business became a leading player in the mobile marketing space and invented the concept of mobile customer relationship management (Mobile CRM). Before being sold in 2012, Cellit developed one of the most robust and widely used mobile marketing platforms in the world, delivering millions of SMS and MMS messages to consumers daily.David is also a frequent speaker on marketing technology and has presented for the Direct Marketing Association, South By Southwest, Advertising Research Foundation, and the National Restaurant Association. He's been interviewed by The Wall Street Journal, USA TODAY, Variety, Washington Post and many more.Both Handwrytten and Cellit were on Inc. Magazine's Inc 500 list of fastest growing companies, and David now writes for Inc. Magazine with his column “Stepping Away from the Day to Day”.Three Remarkable QuotesWhether you're sitting in front of a video camera sending a video message or writing out a card, it's that replication of ‘time spent' that makes it so unique.That's the nature of the ‘full stop thank you', of just thanking you for your purchase and understanding that in today's day and age, there's always an alternative for where people go to buy something.If you want to get out to the most consumers, with the lowest risk of being considered annoying, while being highly personal and highly surprising, handwritten notes are the best option.Connect with DavidLearn more about Handwrytten via their websiteCheck out the latest news and content from the platform on their Twitter, Facebook and YouTube pagesFind David on Linkedin

In this episode of The Remarkable Project Jay meets Matt Barnett, founder, CEO and self-styled ‘Papa Bear' of customer relationship video platform, Bonjoro, to discuss the concept of ‘dogfooding', how video `1Matt Barnett is the brains behind Bonjoro, a business which helps its clients show their customers they care, via personalised but automated videos delivered direct to their email inbox as soon as they sign up, subscribe, or make a purchase.A British designer by trade, Bonjoro is Matt's second company. What started as a sales hack for an agency he was running in Sydney, Australia, the concept went from hack to side hustle to global business in the space of 18 months. It now has a team spanning five continents.Matt's love of building great products is only surpassed by that of building great culture, and he's open about his goal for Bonjoro to become the next Zappos – one of the most loved brands in the world.When not heads down in product, Matt spends his time rescuing wildlife, teaching his daughter about beekeeping and running one of Sydney's largest tech founder networks.Remarkable QuotesThe customer is the authority, and you're there to help. You want to dress like the customer but one level down.We think that loyalty is points, referrals, and discounts. That's not loyalty. That's called buying customers.Loyalty is a customer's propensity to do two things: stay with you for a longer term and become your best channel for new leads.Connect with MattFind him on LinkedinFollow Bonjoro on TwitterLearn more about the business and products via their website

In this episode of The Remarkable Project Jay speaks with Ted Molter, a seasoned marketing and PR pro formerly CMO of San Diego Zoo Wildlife Alliance, about why taking a strategic approach to authenticity is something more businesses should consider, how online experience can help contend with changes in offline behaviour, and the positive worth-of-mouth effects of intentional complaint handling. Ted Molter has been deploying marketing and PR skills in the attractions industry to advance the mission of zoos, aquariums, and family-oriented experiences for over 30 years. With a deep love for animals, Ted has enjoyed a long career that included key leadership roles at SeaWorld Ohio and the CMO position for San Diego Zoo Wildlife Alliance, where he led a rebranding program that drove revenues, donations and awareness.Now, as a marketing consultant and collaborator, he advocates the practical skills of using and understanding data, media training to communicate key messages, and effective marketing strategy to engage audiences in mission and brand devotion. Ted describes himself as a “return on mission” specialist, and considers it his responsibility to find the intersection of passion and ration, ensuring that revenue growth provides a maximum benefit to mission, people and the organizations he works with and supports.He is an active member of the Association of Zoos and Aquariums; past education and marketing committee chair, board member and the founding foundation board chair for the International Association of Amusement Parks and Attractions; past chair of San Diego Tourism Authority; and board member and past chairman of the California Travel Association. With the opportunity to reach families around the world with the mission of conservation, education and family fun, Ted has continued to find ways to combine his passion for animals with an endless desire to share the wonders of nature through innovative marketing and communications programs in Southern California and beyond. Three Remarkable Quotes"Really, what we were trying to capture was hearts and minds, not wallets.""I'm hoping for the collaboration economy quite honestly. If we're as connected as we all are, imagine how powerful things could be if we were more collaborative with the tools that are there.""Just make people feel valid. If you do that, you get the other things. It's when you treat them like numbers…they know it, they feel it and it effects their experience with you. Connect with TedFind him on LinkedinLearn more about San Diego Zoo Wildlife Alliance via their website 

In this episode of The Remarkable Project Jay speaks with Aaron Trevis, Founder and CEO of wave riding innovators Surf Lakes, about why truly big ideas demand equally oversized belief, how to turn roadblocks into speed bumps, and the power of surrounding yourself with the right people.As the Founder and driving force behind the Surf Lakes project, Aaron Trevis has been instrumental in stewarding the journey of this technology concept from ideation to start-up and on to the global entity that is evolving today.Surf Lakes as an idea was born in 2013 from what Aaron would later describe as ‘a ripple' – he was throwing rocks into water with his kids when it hit him, and a lot of research into how nature makes waves and how one swell interacts with multiple reefs and beaches. As a keen surfer himself, he has a well-stated mission to take waves to the masses so that the thrill of surfing can be shared and enjoyed by anyone regardless of ability or location.Beyond surfing, Aaron boasts a diverse leadership, management and consulting background, covering underground coal mining, executive search and national leadership of a large not-for-profit organisation. He is a qualified Mining Engineer and Graduate of the Australian Institute of Company Directors, and also an accomplished public speaker.Remarkable QuotesBe courageous enough to step out and say “no, actually we want to build an incredible experience, not just technology, and we want you as the guest to come out of it better than you came in.”I think the reality for me was realising early the need to share. That if you're going to tackle something that's going to go beyond yourself then, at some point, you have to let others in. It's then just choosing who that is.If you're going to build a business, it's not a half-hearted thing. To me it has to be something that's very exciting, that I'm passionate about, that has such a wow factor that I'll work every Saturday for the rest of my life because I want to.Connect with AaronFind him on LinkedinLearn more about the Surf Lakes project via their website and follow them on Instagram 

In this episode of The Remarkable Project Jay speaks with entrepreneur, community leader, and the acting Mayor of Eurobodalla on the NSW South Coast, Mat Hatcher, about why passion sets business up for success, how to immerse customers in your storytelling, and the power of language when delivering experiences.Mat Hatcher was born in the US state of Alabama, but left when he was 19 and discovered Australia. Today, he definitely qualifies as an honorary Aussie thanks to his status as the youngest ever Mayor of Eurobodalla Shire on the south coast of New South Wales, a region which is home to visitor favourite Batemans Bay.Prior to his appointment at the end of 2021, Mat was well known in and around the area for being an active presence in community affairs and support, jointly receiving Eurobodalla's 2020 Local Hero Award for his bushfire recovery work.Since 2003 he has been involved in managing bars and restaurants in the UK, USA and down under, racking up travel to over 75 countries in the process.  One of these trips, to East Timor, fuelled the creation of Moruya-based boutique coffee brand Guerrilla Roasters in 2018, with business partner Lewis McKenzie.  A strong ethical focus and hunger to go against the flow has defined the operation to date.Remarkable TakeawaysWhy understanding local culture is vital to competitive advantage in experience-first businesses such as hospitality.How building your business around a passion-point sets up a story that customers and partners can really connect with.The power of creating ambassadors rather than consumers, and the communal outlook you need to unlock it.Remarkable Quotes“If you think about what your customer goes through from the moment they arrive to the moment they pull away. And you really try to tick all those boxes. In the end you no longer have customers, you have family and you have ambassadors.”“Some of our customers want to hear this amazing story about this amazing farm in Columbia. That we do so much with the family. Some people just want a bloody flat white.”“Australians overall don't like franchises in my opinion. They like that story and they want to connect with the local business, or with any business. They want to know that story and feel like they're part of it.”Connect with MatFollow him on Instagram, Facebook and TwitterLearn more about his story and skillset via Linkedin

Thomas Kolster has been described as a ‘post-purpose preacher', thanks to his writing and speaking on the collision of marketing and sustainability, and advisory work for global businesses such as Facebook, Proctor & Gamble and IKEA around the topic. In this episode of The Remarkable Project, Jay speaks with Thomas about the distraction of virtue signalling, the intrinsic link between customer transformation and trust, and how brands and causal investment are converging. Thomas Kolster is a frontrunner and one of the most recognised thinkers globally where marketing, business and sustainability meet. He continuously challenges the status-quo with his vocal, and often provocative, views on values, purpose, and leadership. He proposes that in an over-crowded, do-good market, people don't buy your values or your “why”, but rather who you can help them become.  Thomas has written two books, ‘Goodvertising' and ‘The Hero Trap', delivered keynotes and workshops in over 70 markets for some of the world's biggest and most influential companies, as well as at conferences such as TEDx and SXSW. He's judged top-awards such as Jury President at D&AD and Jury at Cannes Lions, and contributed to extended training programs in collaboration with universities and the likes of Cannes Lions and D&AD.Remarkable Quotes“Ask yourself the question: Who can you help people become?”“Really try and live that “backseat” role. Be comfortable with it. Be okay.”“I don't like companies to talk about “consumers”, because it needs to be paying respect to people's creativity, to their capabilities, so there's a fundamental respect part in that.”Relevant References‘Goodvertising: Creative Advertising that Cares' by Thomas Kolster [2012]‘The Hero Trap: How to Win in a Post-Purpose Market by Putting People in Charge' by Thomas Kolster [2020] Connect with ThomasLearn more about him and his work at his websiteLearn more about Goodvertising hereFollow him on Twitter

In this episode of The Remarkable Project Jay speaks with customer experience coach, international keynote speaker and author Dan Gingiss, about the power of finding your remarkable, why listening is central to a successful company culture, and how to make a memorable moment out of an apology.Dan Gingiss believes that a remarkable customer experience is your best marketing strategy. Prior to his current gig coaching, consulting, speaking and writing about exactly this subject, his 20-year professional career spanned multiple disciplines including customer experience, marketing, social media and customer service. He held leadership positions at McDonald's, Discover and Humana.Dan is the author of two books, last year's ‘The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share' and 2017's ‘Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media'. He also hosts the Experience This! Show podcast and The Experience Maker Show.He earned a B.A. in psychology and communications from the University of Pennsylvania and an M.B.A. in marketing from the Kellogg School of Management at Northwestern University. Not only does Dan moonlight as licensed bartender and pinball wizard, but he once delivered a pizza to Michael Jordan, no less.Three Remarkable Quotes“When you collect customer feedback, the end result should not be a report.”“What if we had our customers talking about us without having to ask? Well that's what happens when you create a naturally shareable experience.”“There are so many opportunities to just spend a little bit more and do something that has a much further reach than the investment.”Relevant References‘The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share' Dan Gingiss [2021]‘Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media' by Dan Gingiss [2017]Connect with DanBuy "The Experience Maker" by Dan Gingiss HERE Follow him on Twitter or InstagramReach out via Linkedin

In this episode of The Remarkable Project Jay speaks with Sydney-based entrepreneur and writer Ian Whitworth, about how much is too much hustle, what constitutes the ultimate form of marketing, and why it pays to actually use your own product.Ian Whitworth's book ‘Undisruptable: Timeless Business Truths For Thriving In A World Of Non-Stop Change', released in mid-2021 and the depths of a global pandemic, has been described by some as an instant Australian business classic. It has remained Booktopia's #1 business book by customer review since its release.Ian is testament to the fact that any fool can do it. His career followed a unconventional arc, starting at vet student and stopping in at amusement ride operator, restaurant cook and audio-visual technician, before arriving at advertising creative director.He started events business Scene Change as a side-project to his ad industry gig, and it grew into a successful national concern with several hundred staff and a simple set of rules including Year 6 maths, basic decency and zero jargon.His weekly Undisruptable blog is a humorous, realistic view into the real life of business owners, and Ian's writing also appears in the Sydney Morning Herald, The Age and Smart Company.Remarkable Quotes“If you focus on the important numbers – and in each business there's probably only going to be two or three of those – your business will run well.”“If you strip away the ego, and go my buzz is not exercising power over people, my buzz is creating a successful, growing and profitable business, then you have to step back and just go, how can we help? “Your brand is not your logo, it's the theatre of it.”Connect with IanReach out on LinkedInFollow @ianwhitworth on TwitterSubscribe to the Undisruptable blog or listen to it via all the usual Podcast providersBuy His Book: https://www.booktopia.com.au/undisruptable-ian-whitworth/book/9781761042195.html

In this episode of The Remarkable Project Jay speaks with Sara Ang, Director of Sales and Marketing for Australian Wildlife Parks, about the value of ‘what if?' moments, the role of community figureheads, and it's the most testing of times that typically offer the most meaningful perspective. Sara Ang is a passionate and highly connected marketing professional with extensive international experience across the tourism and leisure industry.She was named Western Sydney Executive Woman of the Year in 2021 and since 2017 has headed up the sales and marketing function for Australian Wildlife Parks, a group which operates and manages parks and brands including Featherdale Sydney, Mogo Wildlife Park and Hunter Valley Wildlife Park.Prior to this post, Sara worked for Village Roadshow Theme Parks for almost a decade, developing deft skills in relationship management, customer service, leadership, and all areas of brand management and experience marketing.An expert communicator and negotiator, she speaks Mandarin Chinese, Cantonese and Indonesian, and is an accredited Japanese to English translator to boot.Three Remarkable Quotes“Your staff are your greatest advocates, so you want them to have a great day at work.”“They have actually proven to themselves what they can achieve by just purely surviving, and now they're going to use that potential that they see in themselves.”“We really can't forget the gratitude that we have for our customers, and that applies to every business.”Connect with SaraReach out on LinkedInFollow Featherdale Wildlife Park on Instagram and FacebookLearn more about and support Australian Wildlife Parks

In this episode of The Remarkable Project Jay speaks with marketing and communications expert, and current customer and data lead for Australia's BOM (AKA Bureau of Meteorology) Keith Day, about the importance of impactful thinking, why strategy should always lead tactics, and what deep listening actually means in a business context.Keith Day boasts over 35 years' experience in marketing and communications, predominantly within consumer marketing, digital and social, and government environments. His expertise spans consumer behaviour and the decision making process, social media marketing, communication and marketing strategies, digital marketing, social media operations, web analytics and predictive behavioural analysis.  Following a retail background, Keith switched to the digital media industry, working on email marketing, web design and builds, loyalty programs, social media and data analysis. The past 13 years, including his latest post for the BOM, have been spent in a government marketing role, where he continues to contribute to a wide variety of projects, including customer contact centre management, market research, brand positioning, digital marketing and mobile apps, and, of course, data analytics.He also works guiding and tutoring digital marketing as part of RMIT's undergraduate program, and plans to take on some research projects in the near future around how brands can build engagement with their audiences in brand indifferent environments. Remarkable TakeawaysFocus wholeheartedly on your strategy first, then worry about the tactics later.There's a big difference between gathering data or information, and actually using that effectively.Create customer feedback loops to refine your value proposition, then keep listening intently to stay responsive to new needs.Remarkable Quotes“We see a lot of times within businesses that they do these sort of one-off, almost campaign based approaches to collecting customer data, which gives them a snapshot of a period of time, which really isn't reflective of the customer journey.”“Just stop talking, just listen to what your customers are telling you, because you'll be surprised how MUCH your customers are actually telling you.”“Go find out who the customers are first and then work out what the business is, rather than the other way round.”Connect with KeithReach out on LinkedInLearn more about the work of Australia's Bureau of MeteorologyStay up to date with the BOM Blog - https://media.bom.gov.au/social/ 

In this episode of The Remarkable Project Jay chews the fat with business partner Neil Terry, as they tackle the topic of how to stand out in the sales process. Via a collaborative roundtable format featuring a handful of colleagues and listeners from all over, the pair touch on three powerful pillars which you can start using to support your selling and set you apart from the competition.Our guests share their stories, approaches and experiences as we discuss how important an intentional approach to curating the sales experience for customers really is to business success.Key questions which inform the conversation include:Are you prepared to talk to the value of what you're selling in a way that doesn't just focus on functional benefits?Beyond their purchase history, what do you really know about your clients that would help you engage more meaningfully? What qualifies as truly memorable about your sales process, and what makes your approach hard to ignore?Keen to join us for the next Remarkable Roundtable? Share your insight on how to build a business that people feel compelled to talk about by registering your interest here. We'd love to welcome you.Connect with Us and Our Guests Jay Tinkler and Neil Terry - RemarkablyFrom intentional impact to unexpected moments and compounding communities, Remarkably are about marketing done different, where making yourself memorable becomes your bottom line.https://www.remarkably.com.auJay's LinkedInNeil's LinkedInKate Visconti – Five to FlowGo below the surface. Five to Flow is a global consulting collective that builds integrative organizational wellness solutions designed to achieve and sustain peak business performance.https://www.fivetoflow.comKate's LinkedInMichelle O'Hara – Oh! MarketingOh! Marketing believe great marketing is about creating great relationships, so they're committed to facilitating as many of those as possible, across branding, marketing and sales.http://ohmarketing.com.auMichelle's LinkedInBen Johnston – EvocativeBrand design that inspires. Evocative inspire forward progression through creative brand design so that their purpose-centred clients can think and act deliberately to perform better.https://www.evocative.ccBen's LinkedInBrendan Forwood – SBB PeopleSBB People are passionate about linking the value between leadership, culture and outcomes. They offer outsourced HR services, compliance and workforce planning that help businesses build strength through their human capital.https://www.sbbpartners.com.au/peopleBrendan's LinkedInLouis Bartle – Bartle Real EstateThe ultimate goal of Bartle Real Estate is to de-stress one of life's biggest decision making processes – buying a home or property. Keeping everyone informed and treating each client as unique allows their expertise to shine through.https://bartlerealestate.com.auLouis' LinkedIn

In this episode of The Remarkable Project Jay talks to one of the most vibrant voices in the business of podcasting, Adam Schaeuble, about why patience is a virtue when growing an engaged audience, how every piece of content is an opportunity to bolster customer value, and what cutting the clutter can bring to your work-life balance.Adam Schaeuble is a full-time podcaster and podcasting business coach, as well as the host of top ranked listens on the craft of the cast, Podcasting Business School and Podcast Launch Tips. He helps podcasters of all shapes, sizes and specialities launch and grow their shows, so they can mobilise, monetise and increase the impact of their personal or professional brand and any associated business interests. As well as being a prolific podcaster and mentor, Adam is also a community leader and has made it his mission to bring likeminded people together around a shared love of the format. His goal is to teach his students and Pod Pals how they can love their show like a hobby AND build it like a business. He's twice been named an Icon of Influence and speaker at the New Media Summit and he speaks regularly at prominent podcasting events and online summits including Podfest, The Flyover Podcast Festival and PodQuest Live.Remarkable Quotes“I appreciate you, I'm here for you, I'm here to interact. I'm not a bot, let me know what I can do for you.”“We need the right people We don't need millions of people, we don't need tens of thousands of people. It's a thousand true fans thing.”“Make it about them and not so much about you. It's about your passion, but it's about their impact.”Connect with AdamCheck out his website: https://www.podcastingbusiness.school Follow Adam and his Podcasting Business School on InstagramInteract on Clubhouse

In this episode of The Remarkable Project Jay talks to well-travelled chef and local food delivery business owner Kelly Eastwood about being resourceful in the face of adversity, why personal connection is the ground zero of community and organisational culture, and how care is key to making customers feel crucial.After 14 years of working as a Private Chef to Royalty, Russian Oligarchs and many more on the Forbes list, Kelly Eastwood left the high seas and transferred her skills to Television. Working as a Home Economist and TV Food Producer for shows such as Masterchef, MKR, Better Homes and Gardens and The Great Australian Bake Off. The River Cottage Australia first brought Kelly to the Far South Coast of NSW, and it was there that she started her own business, Eastwood's Deli and Cooking School in picturesque Bermagui, hosting cooking lessons, pop-up dinners and coastal private catering events.During the 2020 bushfires Eastwood's was converted into a Disaster Relief Kitchen for a not-for-profit organisation called World Central Kitchen, where Kelly and a team of 270 volunteers output almost 50,000 meals over a seven week period, feeding firefighters, evacuees and displaced locals in surrounding communities. Soon after the fires were done along came COVID-19 restrictions, forcing Eastwood's to rethink their business model. Now their focus is on catering, cooking lessons and a much loved and ever growing take-home meal delivery service, which operates weekly from Pambula to Batemans Bay.Remarkable Quotes“We've all made lots of friends through our customers, which is just lovely.”“Even if it's just one person and it's 15 kilometres down the track, return trip, we still will deliver to that person because it's a service that we want to offer.”“For me, it's keeping a quality consistent, making sure that our customers are always happy with what we're delivering.”Connect with KellyExplore the Eastwood's websiteFollow their InstagramThank youCredit David Rogers for the photography

In this episode of The Remarkable Project Jay talks to author Bo Burlingham about what it takes to be a company that that has chosen to be great over big. We look at the principles of the highly successful companies that Bo researched, the communities they serve and the relationships and stories that define them.Bo Burlingham has been writing about entrepreneurs and entrepreneurship for 40 years, mostly for Inc. magazine, where he served as executive editor and then editor at large. Along the way, he has authored five books, the most recent being Finish Big: How Great Entrepreneurs Exit Their Companies on Top.  On this episode we dive into Small Giants: Companies That Choose to Be Great Instead of Big, which was a finalist for the Financial Times/Goldman Sachs Business Book of the Year award. That book inspired the Small Giants Community, which he co-founded with Paul Spiegelman. He has written three other books with co-authors, including two with Jack Stack, CEO of Springfield Holdings Corp. and the pioneer of open-book management—The Great Game of Business and A Stake in the Outcome— and one with serial entrepreneur Norm Brodsky entitled Street Smarts.Remarkable Quotes"This is all about love right?! You have to love the community and the community has to know that you love the community.” "If the employees don't have the same passion for the company as the founder and owner, the experience they are going to have with the customer is not going to be the same” "A company need to have viable gross margins and protect those gross margins. It can't just reduce its prices.”Relevant References ‘Small Giants: Companies that Choose to be Great Instead of Big' by Bo Burlingham [2005] 'Finish Big: How Great Entrepreneurs Exit Their Companies on Top' by Bo Burlingham [2014] 'The Great Game of Business: The Only Sensible Way to Run a Company' by Bo Burlingham and Jack Stack [1992]Connect with BoLearn about Bo's books and business Reach out via LinkedIn  Bo also kindly gives his email address in this episode.