Sarah Diegnan is ChartHop's VP of Customer Experience, after leading implementations at Acuity Brands, Opower and Oracle, she brings operational excellence to creating and delivering a world class customer experience for all ChartHop's customers. She is an expert in leading a customer journey, partnering with customers from the first moments of onboarding through successful execution of all account goals, making sure customers are getting the most out of CharterHop. In addition to her SaaS experience, Sarah was a practicing structural engineer at Skidmore, Owings and Merrill, and worked for the commercial real estate developer, Tishman Speyer. Questions Can you share a little bit about your journey, how you got to where you are today? What catalyst got you into the customer experience journey? And just a little bit about who you are in your own words? Could you tell us a little bit about your company ChartHop and what is the service or product that you provide? What is your view on the customer journey through an HR lens. And how do you think EX impacts customer outcomes, the ins and outs of a customer health score? Are there any emerging trends that you've seen in the CX space, in the employee experience space that you think organization should really be paying greater attention to or tapping into as we embark on our new year? Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Now could you also share with us maybe one or two books that have had a great impact on you, it could be a book that you read a very long time ago, or even one that you read quite recently, but it surely has created an impact maybe had great value in your leadership delivery and you just really would love to share it with us. Could you share with our listeners what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. Where can listeners find you online? In times of adversity or challenge, do you have a quote or saying that you tend to revert to, it kind of helps to get you back on track or get you back refocused if for any reason you get derailed. Highlights Sarah's Journey Me: Now, we always like to give our guests an opportunity to share with us in their own words, a little bit about their journey, how you got to where you are today? What catalyst got you into the customer experience journey? And just a little bit about who you are in your own words? Sarah shared that sometimes she likes to say that she has a bit of a meandering path to where she is today. But she thinks that's actually something that is common amongst customer experience professionals is it takes a lot of different skill sets and she thinks you can build those at a lot of different areas. And so, she started her career as a structural engineer, was something that she always wanted to be when she was a little kid, people would ask, what do you want to do, and she wanted to design buildings, she wanted to design skyscrapers. And so, that is what she did, she set out to do it, and she went to school, she went to engineering school, and she loved it, she really did. And she thinks architecture and buildings will always have a very, very special place in her heart. However, what she started realizing when she hit about year 4, year 5, being a structural engineer is that it's a very narrow piece of a we'll call it building lifecycle, very, very narrow. And she had the fortune to work with a project manager who was representing the owner, and she really had purview of the whole project, sort of end and all the pieces coming together to build these amazing buildings. And she had lunch with her and said, “I would like to do your job, can you tell me how to do it?” And one of the first things she said was, “Well, I went to business school, because you need to learn the business side of the business or of buildings.” She was like, great. So, she did that, she went to business school and coming out of business school, she thought working in real estate development was the place for her. She did that for a couple years, and again, realized it was still a little too narrow in a lot of ways. And living in the Bay Area, it's really easy to get the start-up itch, you sort of look around, and tech is everywhere. And she had the fortune of literally running into a friend, running in Golden Gate Park in San Francisco. And she said, “You need to talk to my sister. She is at a start-up and they're selling commercial lighting controls and they need an engineer who understands buildings, building operators, engineers.” And she said, “You know what, I know that person, that person is me.” And that was her very first job. We called it project operations and this was a long time ago. But it was customer experience. It was the start of customer experience, and it was sort of the start of her journey to where she is today. ChartHop is her fourth start-up and throughout her career, she's sort of grown into taking on more and more teams and have gotten to a point today where she leads all of customer experience at ChartHop, and that includes professional services, their customer success team, their technical support team, and their account management slash renewals team. So, sort of a crazy story how she got here, but the reality is, it's working with customers that she loves. It's the project management and the operational piece and she's sort of grown that throughout the years as an engineer, as a real estate professional and now as a tech professional. About ChartHop and What Service or Product Does ChartHop Provide? Me: Amazing. So, Sarah, you are at a company called ChartHop and for those of our listeners that don't know what ChartHop does, could you tell us a little bit about your company and what is the service or product that you provide? Sarah stated that it's a great question, she's happy to talk a little bit about it. So, ChartHop is really transforming the way companies think about managing and supporting their people. So, what that means is, they can take people data from all your different systems, so your HR system, your talent acquisition, system equity, and put it all in one place. And the thing that makes ChartHop really special is that it's not just for HR professionals, or it's not just for the CEO, it is truly for every single person at the company, your individual contributors, all the way through to your CEO. And the reason why that's so important is because what you're doing is you're creating a very transparent organization; you're creating a one stop shop for everybody in the organization to get all the information that they need. If you're an individual contributor, it's really all the information that you need to understand and navigate the organization, or someone in her role, it gives her the ability to look in one place to understand everybody in her organization, where might they be on a vesting schedule? How long have they been at ChartHop? What has their performance look like over the years? And so, it's, it's really designed to create a transparent organization. It's designed to make sure that leadership is making good decisions, especially when we start thinking about DEIB in the workplace. And one of the key attributes is really, it's for everyone at a company, not just the HR team. Views on the Customer Journey – How Does EX Impact Customer Outcomes – Ins and Outs of a Customer Health Score Me: So, HR plays a very important role in an organization. And I'd love for you to maybe take a few minutes and discuss with us your view on the customer journey through an HR lens. And how do you think EX impacts customer outcomes, the ins and outs of a customer health score? Sarah shared thar those are all great questions. And she thinks part of what attracted her to ChartHop was this sort of, she'll call it intersection of HR and or employee experience and customer experience. Like most people that are listening to this podcast, if you're managing and leading a customer experience team, it probably means that you are leading a pretty big team. When you're talking about services in an organization, it's human capital. If robots could do our jobs, if a health score, which she'll get into in a minute, was just two plus two is four, we wouldn't be here. And so, you have to take care of your people and she thinks that's first and foremost why EX and CX are in a lot of ways the same thing, and they influence each other. She thinks time and time again, we've learned that happy employees, employees that understand the mission, employees that are driven by that mission, are going to be your highest producers, and they're going to be the most productive. And if you think about putting that motivated, high performer on a call with your customer, that's infectious, absolutely infectious. That motivation and that desire to drive value with the customer is going to translate every single time. And so, it is so important as CX leaders to really be thinking about that. And really thinking about how to engage your team, not just in, “Hey, these are the metrics, we need to hit as a company,” or “Hey, this is what you need to do with your customers.” But really investing time, investing professional development, and really thinking about the employee experience, because it is going to translate. She also thinks one of the interesting things she's been able to do at ChartHop is really work closely with head of HR and think about how the employee experience is truly also how we think about a customer journey. If you think about those magic moments for a customer journey, there's onboarding and implementation, you have to nail that, you have to have customers coming out of that phase of the journey, and just feeling so excited and so pumped that they bought ChartHop and that they're using ChartHop, that's the same thing you want your employees to feel when they're coming out of onboarding, internal onboarding, you want them to feel so excited, you want them to feel so empowered. You want them to understand what they're doing at ChartHop. And so, you can really see the overlap, and this is something she's worked really closely with their head of HR at ChartHop to make sure that they are tracking together so to speak. When you start thinking about driving adoption for customer journey, that is the exact same as working with someone on your team on what their professional development is. You chart out someone's professional development the exact same way you're going to chart out a customer's objective planning with you. And so, really thinking about all of those things and making sure that they're aligned. And one of the questions asked also was to talk a little bit about health score. She thinks health scores are absolutely fascinating. And also, just really where you get to sort of like, leave your fingerprint, your true unique fingerprint on how you think about your customer base. She mentioned this before, two plus two is four, that's great and she's sure all the professionals out there could put together a really, really smart mathematical equation to take you to the number of support tickets, bugs, time to launch, outcome of a use case and sort of put a number together and come out with a magic number at the other end. But that doesn't really capture everything that goes into customer health. It is truly an art and a science. And she thinks science is really important, it is important to calculate that number, that magic number that says, “Hey, if they're above 80%, they're happy, below 80% they're yellow, below 30% they're red.” Great, so we have a stoplight. But what is the customer saying to you on the phone? What is the customer bringing to you in your weekly calls? What is the customer saying during quarterly business reviews? That's going to be a different level of understanding of how happy that customer is. And one example that she gives a lot to her team is just thinking through if you have a customer who is really excited about working with you on beta features, or alpha features, and it's like, “Hey, I want to be there, I want to test it with you.” Then if you're basing their health solely on sort of like number of bugs, it's not going to look pretty. But if that customer is signing up for it, and excited about it, then there's a different overlay that you need to put on that customer. And so, she really truly thinks it's an art and a science of how you think about health score. And again, just to sort of come full circle, it's the same exact thing with employees. You can't just look at one dimension, humans are multi dimension, and you have to look at a lot of different factors to really assess. Is this person a flight risk or are you going to keep them for another couple of years. And so, it's really thinking about things both from just a pure human perspective and from a numbers. Me: Brilliant, awesome, thank you for sharing all of that Sarah, great insights and nuggets as it relates to HR customer experience, the health score, integrating all of that looking at the human dimension is so, so important if you really want to create a strong culture. Trends Emerging in 2023 as it Relates to Customer Experience and Employee Experience Me: Now, you've been in the customer experience space for quite some time. And I just wanted to know, as we exit one calendar year and jump into another, are there any emerging trends that you've seen in the CX space, in the employee experience space that you think organizations should really be paying greater attention to or tapping into as we embark on our new year? Sarah shared that this is such a great question. And something she's been definitely thinking a lot about, especially as she's sure most people are doing this too, going into planning, going into next year's fiscal planning. She thinks it's a couple of things. And she's used this word before, and so she doesn't want to overuse it, but it's relevant, is transparency. If she thinks about the CX organization and just employees in general, they're sort of demanding, she thinks that's the right word. They're demanding more transparency. We've seen a lot about pay transparency and really posting pay scales. And that ripples through all parts of the organization, it's not just pay, it's truly transparency in who reports to who and what are people working on and what deals are closing. And so, she thinks that's a really big trend that folks need to take a step back and make sure that they're being as transparent as possible with their employees. She thinks that also leads true because of the remote environment. She knows a lot of companies ChartHop is one of them, they're still remote and so really focusing on transparency to her also means focusing on communication, sort of overly communicating with your employees, making sure they truly understand what we're all doing right, what direction are we pointed at, what is our mission? What should we be thinking about day in and day out. And she thinks that that actually also is something that she's thinking about with their customers. Transparency with their customers looks a little bit different but it's something that she's continuing to see and think about. Every one again, this goes back to sort of the human nature, like humans have different ways of learning and that is something that she's hearing customers really sort of demand again, use that word demand from us right now, as customer success professionals is customers want to learn how they want to learn. And what she means by that is she actually truly spoke to a customer this morning, that was like, “Hey, your CSMs are great. But I sort of want to figure some of the stuff out myself. I want to read a help article.” She has other customers say to her, “I want more videos. I want more in app communication.” And she sort of feels like all of that is about communication, all of that is about transparency, all of that is about sort of meeting people where they are. And so, she thinks that's a big trend to be thinking about as you're thinking through your customer journey for your specific product is all the different ways to communicate with your customer. And a not be annoying. So not to be annoying, but just sort of meet the customer where they're at, like, “Hey, if you want to read something, here's the link to the doc, if you want to see a step by step video, here's driving to you're learning centre.” And so, that's a big trend that she's seeing right now is customers really wanting to choose their path and sort of choose how they want to learn about your product. Me: It's interesting you said that because I actually attended a Customer Success Conference in Washington in October, and I sat in a session where they spoke about community and more organizations building out their community pages on their websites where if you do have an issue, you don't actually have to get in touch with the company because the community can help you because other people have had similar issues, and I thought that was so brilliant that if we could really get more of that. When I think about my own devices, like even my Apple computer or my phone, if there's something wrong or something I'm not sure about, I automatically go to Google. And usually, Google populates based on the SEO, the Apple community comes up like in the first two or three resolution options that Google provides you with and 9 out of 10 times someone else has had that issue, and the answer is right there waiting for you. So, I totally get when they say they want to have the opportunity to be able to fix it on their own. Sarah shared that she loves that. She thinks community is so important. She also thinks that that's where you get really cool thought Leadership. You get folks that are using your product in ways that you had no idea, you're like, wow, she would get on the phone with customers and be like, “Wow, that was super clever. I never thought about doing it that way.” And so, she loves the concept of a community, and we can all learn from our peers in so many ways. She loves that. App, Website or Tool that Sarah Absolutely Can't Live Without in Her Business When asked about an online resource that she can't live without in her business, Sarah stated that that's such a great question. So, first and foremost, she do have to say it is that again, she mentioned this a couple moments ago is that part of her job description is leading a large team, it's just always what it's like in a customer experience organization. So, to be totally true, ChartHop has really changed how she manage teams. And so, she'd say that's tool number one. Even at some point, if she were to leave, she would definitely advocate for that platform. It helps her navigate so many things with her team that it's so important. She thinks number two, is video conferencing. She knows that there is Zoom fatigue in the world, she truly appreciates it, and she feels it. But being face to face with your customer is priceless. It is so hard to pick up on tone in an email, it's so hard to really convey what you're trying to say without having that face to face and with so much less travel, that is so critical. You have to put a face to a name, that's how you build relationships and build rapport. And then the last one she's going to say, which goes back to her very nerdy engineering days because she at her core, she is an engineer is really Excel or Google Sheets. She uses Excel all the time, it's what she needs to run her business. Me: Brilliant, brilliant Excel is a very powerful tool. Sarah agreed absolutely, people don't get as jazzed about it, but she does, it's truly her go to. Books that Have Had the Biggest Impact on Sarah When asked about books that have had an impact, Sarah shared that she has one in mind that she read probably about 8 years ago, and she recently reread it, because their CEO loves it as well. And so, he had all the executive team read it, it's called The Five Dysfunctions of a Team: A Leadership Fable, the title of it is so great. It's by Patrick Lencioni. It's so great, because it's transferable both from a leadership team perspective, but also from a CX perspective. And so, what she means by that is, the whole concept of the book is that there is a first team, and your first team is not who you think it is, a lot of people think that your first team are the people that report to you. And the concept is that that's not actually true. Your first team are your peers in the organization and the reason why it's your peers is because together you are a matrix. You're a matrix organization, and together, you all need to work to reach the ultimate company goal, not your own goal, it's not like “How does Sara reach her goals across customer experience?” No, no, no, it's how do we, as an executive team work together to reach our goals as a company? And so, it's really this concept of you have to have a common goal number one, and like, your team goal can't outshine the common goal. And the reason why she likes it for customer experience, as well and it's something that she drives with her leadership team, is they are a matrix environment, they have four separate teams that report to her, but together, these four teams need to work together for the one common goal of creating the absolute best customer experience for their customers. And so, if that is what we're keeping in mind, if truly every single day we show up and say our goal is to provide the best customer experience to our customers, then the right thing to do is very easy, or who does what becomes very clear. And so, it's a book that really resonates with her, and she recommends, it's a very quick read. And she recommends it as both a CX professional, but also just as you're continuing to sort of move up the ladder as you think about working across teams as well sort of cross functionally, it's an absolute great read. Me: Very nice. So, we'll definitely have the link to that book in the show notes of this episode. While you were explaining what the book was about in summary, especially the example you gave off, one person's goal should not outshine the overall goal of the company. I thought of football, I guess because we're in World Cup season now. And I said to myself, one person's goal cannot outshine the overall team's goal, which is to win the game. Sarah agreed, exactly. So, she coaches her two boys' soccer team. They call it Soccer, Football. There are some really great football soccer commercials happening now by the way. And it's so true, it's something that she really talks to the kids about from a young age, both when you score a goal and when the team scores against you, it's not the goalie's fault, it went through every single player before it got to the goalie. And same concept, the person who scores it touched a lot of feet before it got to that person that eventually put the ball on the back of the net. So, you are exactly right. She is a sports nerd. Same concept, so she loves it. Me: That just popped in my mind a while ago, I was like wow, it's such a simple statement. But it's so profound and you everybody kind of has that mindset in an organization, I think the employee and the customer experience can be phenomenal. What Sarah is Really Excited About Now! When asked about something she's really excited about, Sarah shared that that's a really great question. So, she'll give two answers. Personally, what she's working on, she's a member of an organization, it's a women's networking organization. And they meet once a month with a peer group, is actually interesting, this is now becoming a theme, a peer group. So, other women who are at her same level and sort of going through sort of the same things and they're all in the same macro environment. And so, even if maybe some of them are not customer experience professionals, they're marketing professionals, most are in the start-up environment. But it's something that she's really embracing. And each month they meet and we all bring to the table something that they're facing or something that they're thinking about or challenge that they're going through with the company, and really working on being reflective, that is something that she's working on is, when you are in it every day with customers, you sort of create this world where you're sort of go, go, go, go go. And she thinks that a little bit more reflection is always really good. And so, that is something that professionally she's working on is sort of taking those, it's only two hours once a month, but really taking the time to reflect like, sort of prepare for those meetings and sort of reflect on herself. And then for her team, this might sound a little funny, but she's actually right now, hiring a new leader for the for the customer success team. And she's so excited to partner with this new leader because the customer success managers at ChartHop are absolutely phenomenal, truly phenomenal. And she's excited to get a leader in seat that is really going to work with them, both from a professional development standpoint, and also just a process perspective but really dive in and take that team to the next level. And so, that's really her focus is just finding and hiring such an amazing leader for an amazing team. Where Can We Find Sarah Online LinkedIn – Sarah Diegnan Quote or Saying that During Times of Adversity Sarah Uses When asked about a quote or saying that she tends to revert to, Sarah stated yes, that's a good one. One of the things she thinks about is, and the folks out there listening, and the customer experience org can sort of relate to this is that some days you show up and you have a list of things to do and none of those things get done. Because at the end of the day, we are going to follow the lead of our customers, and so, if a customer needs to talk to her, she's going to drop everything to talk to that customer and she's sure every single person that's listening does the same exact thing. And so, in the moments when she's thinking to herself, “Wow, I am buried. Like, how am I going to get all of this done?” She goes back to something that her mom would always say to her, “It'll all get done, Sarah, it will all get done.” And it's something that she thinks about a lot. How it all gets done is sort of in the background, it's truly just believing in yourself, and believing that you're going to figure it out and having that confidence that as her mom would say, “It's all going get done, Sarah, it's all going to get done.” Me: Thank you so much for sharing Sarah, for taking time out of your very busy schedule to hop on this podcast, have this great conversation, give our listeners greater insights as to what they can do, what they can improve on, what are some of the emerging trends that you've seen, the fact that we need to be more transparent, we need to be more collaborative. Some of the different applications that you've used and are continuing to use to enhance your work that you do daily to improve your productivity as well as to get your job done. And of course, working towards the overall goal which is to create that magical experience for your customers at ChartHop. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links The Five Dysfunctions of a Team: A Leadership Fable by Patrick Lencioni The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
An estimated 30 percent of charitable donations happen during the holiday season, but with so many causes to choose from, how should we think about maximizing impact? Reset speaks with Dylan Matthews, senior correspondent and lead writer for Vox and Future Perfect, Tim Bresnahan, senior director of gift planning at Chicago Community Trust, and Michael Plant, founder and director of the Happier Lives Institute.
Rama Sreenivasan is a co-founder and CEO at Blitzz, a live remote video support and inspection platform. Rama has led the company through its initial inception launch and subsequent growth to several million video support minutes per month. Major customers include BMW, Sealy, FedEx, and Rogers Telecommunications. Before founding Blitzz in 2017, Rama spent several years working as a Scientist and Educator. His biggest joy comes from helping others solve their problems and he is passionate about finding effective ways to disseminate knowledge. Rama has a PhD and MS in Chemical Engineering from the University of Maryland College Park. He also did his Postdoctoral research at MIT in Cambridge, Boston. Questions We always like to give them an opportunity to share in your own words, how you got to where you are today and why you ended up on this journey that you are on? So, could you share with our listeners a little bit about Blitzz? What does Blitzz do? Is Blitzz an acronym for something and may I ask? I'm not sure if you actually have a reason for it. But like, what inspired you to name the company Blitzz? The whole method of augmented reality enabled Smart Glasses that your company is using to enable hands free support, making it even easier to fix a car stereo appliance and more. Could you share a little bit about how that works? And what the process is? And how easy has it been for customers to transition using this new method of resolution? What are some trends that you see emerging in 2023 and beyond as it relates to technology, maybe one or two that you have observed, or you see that are emerging that you'd be willing to share with our audience? Could you also share with our audience what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read very recently, or even one you read a very long time ago, but it really has had a great impact on your life, and you just believe it would be a good value to share with our audience. Could you also share with our listeners, maybe one or two things that you do personally to stay motivated every day, despite any challenges or adversities that you may face? Could you also share with our audience, what's the one thing that's going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge you'll tend to revert to this quote, it kind of helps to get you back on track if for any reason you got derailed. Highlights Rama's Journey Me: So, even though we read the bio of our guests, the formal constructed background of where our guests history is, and how they got to where they are today, we always like to give them an opportunity to share in your own words, how you got to where you are today and why you ended up on this journey that you are on? Rama stated that that's a pretty deep question. Start with a little bit about his background, he grew up in India and Indonesia, so two countries far away from here. And always been guided by a lot of the values from his parents, his dad was an engineer. He's retired right now and back in India, and his mom was a teacher as well. So, a lot of great values growing up and the fundamental thing was always trying to care for people, to help them. And his strength in math and science naturally led him to be an engineer, just like his dad. And he always looks for opportunities to help people out with technology. And that's been his journey so far. But one thing led to another and here he is, running a software company, although, all his education was in chemical engineering, he did my Master's, his PhD post-doc, worked for a couple of semiconductor companies. But it was during that journey that he saw the need to help people with technology, as they struggled to troubleshoot equipment. And so, the equipment came in through his engineering, the desire to help came through his value system. And then he started looking for technologies, he stumbled across technologies and he puts all these together and that's how Blitzz was born when he met his co-founder, KR, who used to work at Google before he joined him in starting Blitzz. What Does Blitzz Do? Me: So, could you share with our listeners a little bit about Blitzz? What does Blitzz do? Is Blitzz an acronym for something and may I ask? I'm not sure if you actually have a reason for it. But like, what inspired you to name the company Blitzz? Rama shared that he'll start with the name Blitzz. Blitzz with one Z actually means getting something done fast and efficiently. There's also another meaning, which refers to the Blitzkrieg during World War. But the second meaning is what they're referring to here. The reason why they went with two Z's was honestly because one Z the website was already taken, so they went with two Z, that it was also a little cooler with two Z's. So, that's what Blitzz means to get something done fast and efficiently. And regarding what it does, so they provide a way to have an app free live video call with anyone on the planet. As most people know today, in the video calls are pretty rapid, especially the pandemic got people started on video calling, especially in not just personally but at work as well. But many people don't know that it can be done without an app download. And there are specific reasons why you want to do it without an app download especially when you're helping out a customer who's calling in into a contact centre, as you very well know, in customer service, you get a call in from someone that you've hardly met, you probably talking for the first time, they're probably frustrated with a piece of equipment, or perhaps their internet router, right? And to get on a video call with that person by asking them to download an app only frustrates them even more. So, there's got to be an easier way and that's what Blitzz is. He hopes that explained clearly what Blitzz is. Smart Glasses – How it Works and the Process Me: So, what intrigued me Rama, about interviewing you was this whole method of augmented reality enabled Smart Glasses that your company is using to enable hands free support, making it even easier to fix a car stereo appliance and more. So, I am all into customer experience, as you know, because that's the podcast Navigating the Customer Experience. But I thought this was so cool that you could literally work with a client to not physically be in the same space but be using that technology to help them get their issue resolved. Could you share a little bit about how that works? And what the process is? And how easy has it been for customers to transition using this new method of resolution? Rama shared that let him clarify that the Smart Glass hands free use case is, it's a different use case when it comes to someone, a consumer calling a contact centre. So, the Smart Glasses doesn't apply to that. That applies to technicians out in the field who are probably climbing up a windmill or cell phone tower or need their hands free to hold them to the study as they climb a piece of equipment or hold tools in their hands to follow instructions from a remote expert. So, that's the Smart Glass site. But with consumers calling and say, if you've got a problem with your charger, as you charge your car in your ED vehicle, and you're not able to charge it, and you call the one 1800 number in the US, for example, that's what do you typically call for customer support. Somebody at a contact centre picks up the call and today they want to help you out, the whole idea is to get you going on your way. But today, most of them operate blind meaning that they can't see your problem. And when they operate blind, they tend to ask a bunch of questions, which is typically aggravating because you're thinking to yourself in front of the car, if only you could see this. Well, that's what Blitzz is. At that point in time, the way it works is as a contact centre agent, you would simply send them a text link, they would get it on their phone. So, while they had the phone to the air, now they will get a link to look at the phone take it away from their ear and look at the screen, they would click on the link, immediately the back camera turns on and within a few seconds without an app download, the contact centre agent is actually looking at the charging port of the car. So, just cuts down all those extra questions and they could point to things, they can mark images up, they can communicate very clearly as if they were standing right next to the person in front of the car just through remote video. Me: All right, amazing. And how do you find technology helping customers because a lot of organizations are using technology and I do believe that it really should be used to enhance the experience to make things frictionless or effortless for the customer. But I also believe that the human element is still very critical to the experience that the customer has, because technology can fail. And so, how do you think as we transition and we move forward because I'm sure there's more opportunities for technology to be infusioned into the experience that we have, that we blended in such a way that they complement each other rather than create further frustration and pain and discomfort for customers. Rama shared that he couldn't have said it any better. But right on point. The blending of technology and the human empathy is very important and that's what they focus on when they take Blitzz to the contact centres. So, the ability to get the customer agent eyes on the problem brings in that technology piece. And because of being able to see the problem and connect with the consumer who's calling in a pain free, frictionless manner, like you just mentioned, make sure that they're in sync, they understand each other. And then as they see the problem, now they can solve it better and perhaps, most of the cases, what happens is they're able to solve the problem and avoid sending out a technician or avoid sending the product back to the manufacturer and saving a ton of trouble by just being able to see it and solve it within a few minutes. Trends Emerging in 2023 as it Relates to Technology Me: Have you seen, you're in the whole technology space, I would say trends that you see emerging in 2023 and beyond as it relates to technology, maybe one or two that you have observed, or you see that are emerging that you'd be willing to share with our audience? Rama shared that yes, absolutely. There are lots of tools that are AI related, even in the case of video, as video's getting more rampant in businesses, not just in personal communication, technologies like Blitzz come in almost every other month and capture more data and that data is fed into machine learning. And you can use that data very effectively to make downstream processes more efficient. For example, even during a Blitzz call, how do we empower the agent to provide the right solution to the caller? Imagine the agent is able to immediately get access to an instruction manual based on the make and model of the equipment that the agent is supporting to troubleshoot, being able to pull that resolution step or the answer to the problem and giving the agent immediate access so that they can help the customer and have them go about their day, very, very quickly, is very powerful. So, AI, augmented reality video are all the tools that are coming out with great efficiencies, much like 10 years ago, chat came about for customer experience. So, he would like to say that video is like the new chat, because now your eyes are on the problem. App, Website or Tool that Rama Absolutely Can't Live Without in His Business When asked about an online resource that he can't live without in his business, Rama shared that that's a good one. He's been thinking about it for a bit. He would say, for him, the biggest value is just the cloud, even if he loses his laptop today, and there are lots of tools, but all those are cloud based tools. Even if his laptop is lost, he can go get another one and just seamlessly continue working as if nothing was missing. Because all the data, be it Gmail, be it tools, collaborative tools like Slack, or be it a CRM like HubSpot for his business. All these tools are on the cloud and he could just go get another laptop and continue working. So, he would say, connectivity to the cloud is what he would need absolutely for the business. And they're all cloud-based tools important to migrate. It's really important to migrate to the cloud for businesses who are looking to the future because of the ease of working in the cloud is just incredible. Books that Have Had the Biggest Impact on Rama When asked about books that have had the biggest impact, Rama shared that the book that comes to him was The Power of Now: A Guide to Spiritual Enlightenment. That's more of a personal journey of being very mindfully aware of his strengths and weaknesses, it's kind of a metaphysical book, but it really made him aware of his own thinking process, and who he is as a person. And what does he want to do with his life. There's also another book, he's actually looking for around as he speaks. It's a more recent book, it's by the author Dan Bapani and he has written a very good book on the ability to concentrate or the power of concentration. And he's really enjoyed reading that book because it again, helps him be very mindfully aware of everything he does on a daily basis and be the best he can be. Both these things have really helped him be very present and live consciously. How Rama Stay Motivated When asked about how he stays motivated, Rama shared that he would say that would be definitely some yoga and meditation, that really puts him centre and it makes sure that things that really keep him keep me on track, he doesn't give up on those habits. The funny thing about great habits is they get you to a spot where you're really enjoying life and that paradoxically also makes you not pursue those habits. So, you have to keep doing what you did to get there in order to be able to stay there. For him that is yoga and meditation. What Rama is Really Excited About Now! When asked about something that's going on right now that he's really excited about, Rama shared that he would say being a father of two small kids, 5 and 7. And running a company, trying to scale it. He's always trying to find more balance and one of the other things he's added in his life that he's actually gotten back to because he couldn't do it when the kids were younger, was climbing. So, he loves climbing and what he's really excited about is to get back to Yosemite, which is really close by in the valley and do some multi pitch climbing, which means climbing several pitches of rock. And that is pretty, pretty adventurous and exhilarating for him. Me: Yes, that sounds very exciting and dangerous. But I suppose it depends on your perspective. Rama shared that it's actually surprisingly, if you do it well, a joke to people, what typically is more dangerous is driving to Yosemite, rather than climbing because it's easier to get into trouble driving a car too fast than doing something very slow, like climbing, which is actually very controlled, provided you're very mindful. Me: Yeah, and I do imagine there's some amount of skill involved in climbing as well. Rama agreed, yes, there is but it does take some time and definitely getting trained with a good teacher is important, but again, what he's realized is being very conscious about everything you do, being very hyper aware of what you do, really helps to be safe. Where Can We Find Rama Online LinkedIn – Rama Sreenivasan Website – www.blitzz.com Quote or Saying that During Times of Adversity Rama Uses When asked about a quote or saying that he tends to revert to, Rama shared that he thinks of Bill Watterson, he's the author of Calvin and Hobbes, and he tries and bring in a little bit of humour in the face of adversity, and he said it through Calvin, his quote was, “God put me on this earth to accomplish a certain number of things. Right now, I'm so far behind that I am certain that I shall never die.” Me: Okay. And would you like to expound on that for our audience and explain what that means? Rama shared that he just thought it was really funny, he was kind of a self-deprecating humour. I'm here to accomplish a certain number of things. And we all get stuck in the rat race, right, trying to do so much but what when you stop back and think, right now, it's nice to laugh at yourself and say, “Hey, we're so far behind and all the list of things that I have to do that if I have to get all of them done, according to God, I should never die because I'm so far behind.” Me: Oh, my goodness. Yes, it's quite comical. If only that were true, we all do have an expiry date, we just don't know when. Rama agreed yes. But sometimes he feels at least his personality, he tends to take himself too seriously. So, he has to remind himself to also lighten up, let go and we're all here to help each other out and have a good time and take care of other people. Me: Indeed. Well, thank you so much Rama for taking time out of your very busy schedule, to hop on our podcast, Navigating the Customer Experience and just share with us some of the trends that you see emerging in the technology space, why technology needs to still be fused in with the human interaction, the human experience, because at the end of the day, neither of them can function on their own and blended together that will definitely create a better experience for customers. And so, we appreciate you sharing all of the great nuggets and insights in our conversation today and so we just want to express our gratitude to you for that. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links The Power of Now: A Guide to Spiritual Enlightenment by Eckhart Toole The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
This week on Ask Mike Anything, Mike and Nate answer your questions on who has made the biggest impact in their lives, what qualities to look for in a coach, and one tactical change that gave their businesses the most most ROI.
Amanda Ono has spent her career learning to maximize a company's most valuable investment - it's people. Boasting over 20 years of international experience in organizational development, HR consulting, and change management, she has implemented successful talent and leadership initiatives in six countries across four continents. You can currently find her at Resolver, a Kroll business and worldwide leader in defining risk intelligence, making her mark as both VP Customer Experience and VP People & Culture. For most of her professional life, Amanda has been on a mission to understand what makes highly effective organizations tick. As an undergraduate in psychology, she saw pioneering research on the effects of unconscious bias and racism in resume screening up close. After graduating, she honed her craft by tackling training and organizational development at talent management firms across Canada. Soon her skills were in such demand that invitations to implement leadership programmes across the globe started to roll in - first in South Africa, followed by Australia, New Zealand, Hong Kong, and Singapore. Since joining the Resolver team in 2016, she's only expanded on her record of success. Implementing processes and strategies that have enabled Resolver to scale by over 120%, expand into four countries and acquire three companies. Amanda's efforts have led to being recognized as one of Canada's great places to work six years in a row. Despite her accolades, Amanda is determined to continue engaging, accelerating and giving her colleagues at Resolver to deliver on the company's motto: Aim big, Be Great, and Be Loved by Customers. Questions We've read, the formal background of who you are and where you are today. But we'd love for you to tell us the audience and myself, in your own words, a little bit about your journey and how it is that you got to where you work today. Could share with us maybe three to five things that you think is critical for leaders to embrace and practice on a daily basis in order to really have successful teams in an organization? Sometimes I find that HR in an organization, very few organizations where I've interacted with the team members of a company, and they feel so comfortable going to their Human Resource people, how could we change that, what are some ways that we could look for opportunities that HR can really play the role they're supposed to play? Could you also share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you also share with us what are some books that you have read that you believe have had the biggest impact with you? Maybe one or two you could share with us, could be that you read a very long time ago, or even one that you read recently, but it really has impacted you. Could you also share with us what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. Could you share with us one or two benefits of HR or the people arm of the business actually using it technology to enhance the experience that employees have in the organization? How can technology help that? Where can they find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote if for any reason you get derailed or you get off track, and the quote kind of helps to get you back on track and kind of refocus you on what you're trying to achieve? Highlights Amanda's Journey Amanda stated that as you can hear, she's had a nonlinear career path and she truly thinks that a lot of the opportunities she's had both to lead teams and grow processes have been a result of that. So, she started, as Yanique said, actually went into her undergrad wanting to be a clinician and wanted to be a psychologist. And then she took abnormal psychology and didn't really know if that aligned with her long term, but taking organizational psychology really clicked, how do people, leaders and organizations work together to achieve results. So, she's had jobs in sales and marketing early in her career, she's worked in both the private as well as the not for profit sector. But the common thread that she really had across was how do you get the most out of people? How do you maximize people's potential? And so, it's been a great journey for her, she also had an opportunity to oversee the customer experience side of their business for about two and a half years and that includes both professional services support and learning operations. And so, she thinks from the range of opportunities she's had, and just a little bit on her mindset, where she's pretty open, she thinks you focus on the skills and the work you want to do versus the title, she's had an incredible journey thus far and look forward to continuing. Key Best Practices for Leaders to Embrace and Practice to Grow and Develop a Successful Team Me: Now, people are so important in a business and of course, our podcast is focused on navigating the customer experience. And we're all customers in everything that we do, I live by the motto that we're all here on this earth to serve each other, in everything we do we serve each other, in our communities, in our schools, with our children, at church, just everything you do, you're offering some level of service to someone. And so, could you maybe share with us being that you have so much experience, developing people skills and talents and working on teams, where you've really been able to hone the best out of people. What do you think are maybe I would say, especially seeing that you have so much experience working with leadership teams across different continents and cultures. Maybe you could share with us maybe three to five things that you think is critical for leaders to embrace and practice on a daily basis in order to really have successful teams in an organization? Amanda stated that this is a this is a great question. And so, she thinks when you start as a leader, there's a peace around what are your values? What do you care about as you grow your business or your organization? And she thinks that becomes the first foundation in terms of how you're going to grow the team. And so, she thinks there's been this great movement over the past few years where people have really said, bring your authentic leadership style to work, she thinks it's an incredible movement, because you can't be everything to everyone. And, and at the end of the day, you are who you are, and your company or your business is who you are, you're able to serve a certain customer base, you're able to engage with your employee base a certain way. And so, you really want to be rooted in that. She thinks employees are smart, they know that if they've been sold something in a recruiting process that's different when they show up to work, they might decide that they want to work somewhere else. So, she thinks as leaders, it's very important to be really strong in what you believe in, because there's a role for everyone and a company for everyone but being authentic and honest about it is so important. So, she always says start from that. And certainly, it Resolver and as they continue to expand with Kroll, they have a deep value in the fact that employees are their customers, they're one of the customers that they serve, and she couldn't agree with Yanique more. Service is a key part of how leaders become really successful. And she always says if people in culture teams, they exist to serve the employee base. And so, they have to understand and learn from them and listen, and that's really why one of her values is that continued curiosity to understand how people operate and understand how she can continue to serve them. So, that she believes is really fundamental. She would say the second thing for leaders, just to give a couple is to really think about who are you going to recruit into your organization? So, once you know what your values are, how do you attract people that are going to align to those values? Again, there's a company for everyone and having people you can decide that you want to build a company that is extremely high performance, extremely metric driven. Well, there's people that are going to suit that environment that are much more competitive and much more driven towards those metrics and goals. So, making sure you have that alignment in the recruitment process is really critical. She would say the third thing that made them really successful is building good onboarding programmes. So, she's always found it curious that companies invest a ton in recruiting great people, and then sit them in front of a workstation or at their home office, and hopefully they have a laptop, hopefully they have credentials, hopefully they know what they're doing. But setting people up for success early is really, really important. One thing they did at Resolver, is they really looked at how do you build an onboarding programme for a professional services team that was servicing their customer base, and they were able to get people successful and fully utilized at around four to five months versus around eight to nine months. So, when you're able to really drill in on those programmes, this is sometimes where people think that “Oh, it's just an HR programme, or it's just something HR is asking me to do.” But when you do it well, you can really start to generate revenue. And so, she would say to leaders, have your values aligned, attract the right people, and then make sure you're onboarding them extremely well. Not only does it help with engagement at the employee level, because she genuinely thinks people want to get up and be successful, they don't want to get up and do a bad job. So, it helps them be successful. But there's also real monetary gain that you can have when you build those programmes well. But she would say those are the three right off the hop that she thinks if leaders do really well, they're going to create a really strong service culture within their organization. Opportunities for Human Resource to Play Their Role Me: Great. Now, apart from leaders, like the CEO and the CFO and the CMO, and all of the top-level leaders in an organization, HR plays a very integral role in an organization. And sometimes, the name HR stands for Human Resources, which is the human, as the name suggests, the resources of the business that are human. Sometimes I find that HR in an organization, very few organizations where I've interacted with the team members of a company, and they feel so comfortable going to their Human Resource people, how could we change that, what are some ways that we could look for opportunities that HR can really play the role they're supposed to play? I mean, apart from the standard things like benefits and ensuring that the organization is providing the teams with all of the resources that they need to get the job done, I think there's more that HR can play in terms of really supporting the team members. And sometimes when you talk to employees, they feel like HR is not for them. Do you get that feeling sometimes when you work with organizations or your interactions? Amanda shared absolutely. This is such a great question. So, one thing they were really thoughtful about because when she joined the organization, she was the first hire to be within the function and she was really specific, because as a software company, very small software company, 90 people at the time when she joined, they're really afraid that HR was going to be seen as the police, the people that drove compliance, and you have to do this and don't step out a line. There was a philosophical alignment that was really important to have with the leadership team. And honestly, even for her as a professional, she wants to join an organization where HR is seen as strategic versus administrative. And so, they were very thoughtful, they're an early maturity team. And so, they called themselves the Talent Team, because they want to sit where be thought of as holding talent in the organization and enabling them to be successful. They've since broadened and evolved, and now we use the term people and culture, which she thinks is a bigger reflection. But she thinks there's a philosophical approach that if an organization, where do you sit on the spectrum as HR as administrative versus strategic, and so if you're part of an organization where HR is seen as strategic, you're probably really empowered to build programmes that think of employees through an employee lifecycle, much like we think of a customer lifecycle, you acquire, you onboard, you retain, you land and expand, same thing as you think about the employee journey. And so, she thinks if you're part of the organization where you're a little bit more on the strategic side, she thinks you're able to build some of those programmes, it's a sliding scale, she doesn't think there's any organization where you necessarily are sitting at hard either ends of that spectrum. Because certainly, there's a bunch of stuff in HR that is administrative, you've got to administer benefits, and you've got to make sure paperwork is done, that's super critical to a well-run people and culture organization, but it's just making sure that you work with leadership that truly sees people as the most significant investment they're going to make. Most companies, if you're a knowledge-based organization, you probably spend between 60% to 80% of your operating budget on people. So, if you don't view it as strategic, you're really going to miss out on the opportunity to grow your business. And so, she thinks it's just how the organization thinks about it, she's always believed that change and success is rooted in results. So, she doesn't think you can necessarily change everything all at once. But if you change a really small thing early and you get success, the rest of the leaders in the organization will say, “Hey, maybe HR isn't as administrative as I thought it was, maybe it could do more. And maybe I should be relying on them to consult with the business.” So, she thinks it's got to kind of work both ways. There's a philosophical piece where you want your leadership to buy into, but it's also build programmes that are successful, because then you're going to be able to do a lot more. App, Website or Tool that Amanda Absolutely Can't Live Without in Her Business When asked about online resource that she cannot live without in her business, Amanda shared that for her personally, it's Asana, which is a task management and project management tool. They are a relatively flat organization and they do a lot of cross collaboration. And so, being able to have teams from product, people in culture, engineering, marketing, product marketing see one view of how they have to collaborate and work together and commit to timelines she thinks is a total game changer in terms of how they're able to manage accountability and push things forward. She thinks most organizations don't necessarily have a ton of maturity when it comes to project management or programme management, she knows certainly, that was a huge skill set she learned in her time at Resolver. And so, she thinks any tool that makes that faster, especially in a distributed world, where you can't always just rock up to someone's desk and say, “Oh, hey, did you finish that for me?” She thinks having that tool has really allowed for them to still deliver results and manage accountability and have a shared collaboration space. So, they're big Asana users, and she's a huge fan. Books that Have Had the Biggest Impact on Amanda When asked about books that have an impact, Amanda shared that she just reread John Kotter's Leading Change, With a New Preface by the Author, because change and change leadership is a huge part of how leaders have to continue to push their organizations to be innovative and to continuously improve. And so, he has a breadth of research and a ton of really good nuggets in there, which she's really appreciate it and she thinks are great for her as a leader. And then she's just a huge Brene' Brown fan, Daring Greatly: How the Courage to Be Vulnerable Transform the Way We Live, Love, Parent, and Lead, so that was a little bit more on a personal level. But she thinks it was really informative for her. And part of the hard work of being a leader is looking inside, it's not always pretty in there but it's what's going to make you better to serve your employees and your customers is looking inside and asking yourself the hard questions. And so, those are ones that she often recommends to people, they're very top of topical for her and have really helped her advance and continue to challenge herself in the way she leads. Me: Amazing. I love Brene' Brown, I think her content is truly amazing. And she actually has a video that I found a couple of years ago on the difference between empathy and sympathy that she did at a TED talk, that I thought was really, really good, because I think a lot of people just really mix up the difference between being empathetic versus being sympathetic. And sometimes even the words that we use sends a signal of sympathy rather than one of empathy. Amanda stated that she totally agrees. She thinks the work she's (Brené Brown) done on empathy, especially as it relates to the workplace, she's done an incredible job with that. For them, as Amanda has built various programmes on the employee side and on the customer side, she always thinks about ensuring that they're rooted in empathy. Because at the end of the day, understanding each other and supporting each other to achieve things is really how they're going to get results. So, she would say it's extremely central to how she's had an opportunity to build things. And for many companies, empathy is at the root of how you are going to be in service of both your employees and your customers. What Amanda is Really Excited About Now! When asked about something that's going on right now she is excited about, Amanda stated that that's a great question. So, recently Resolver was acquired in the spring of this year by Kroll, which is professional services company. And Resolver as well as several other technology companies are going to be the digital arm of Kroll, so Kroll Digital Services. So, she was very fortunate to be given the opportunity to step in as the Chief Human Resource Officer for that role, again, going back to her point about the HR title, but that's how they level them so that's fine. So, as a business unit that's emerging, that's going to be digital first inside a company, she's been given the very tall order to work with the team on how do we form a great culture within a digital first business unit? What does that look like? How do you integrate these companies that have slightly different cultures, but still want to achieve great things through technology for a vast array of customers around the world? So, that's a very recent shift. So, it's really exciting, lots of work ahead. But she realized in her career, she likes building stuff, she has a value around getting to build stuff and getting to test and pilot things and so that's the next chapter for her. So, she's really excited for that. Benefits of HR Using Technology to Enhance the Experience that Employees Have in the Organization Me: So, when you were talking just now in terms of your new role and using technology, it piqued my interest to ask another question as it relates to human resources and technology. Maybe could you share with us one or two benefits of HR or the people arm of the business actually using technology to enhance the experience that employees have in the organization? How can technology help that? Amanda shared that employees, especially over the past 10 to 15 years were such a tech first society, especially in North America, but globally, and so employees look at how they engage with their employers like they would as consumers. And so, they are, again our internal customers or consumers of processes and programmes that any organization is going to run. And so, being tech-enabled is super important, making it easy for people to update their employment records and it's not a piece of paper, but they can do it on their mobile, she thinks being able to do things like a performance review process through a technology that is fast and easy to do. And, again, potentially mobile enabled, super important. She thinks technology can help enable most things. She always say that technology doesn't solve the process, it just makes the process faster. So, what some people try to do is they say, “Okay, finally, I've got some budget, I'm going to put in a technology.” Which is great, it's wonderful, certainly she's worked with various organizations that were super paper based, which becomes a barrier for employees to engage with things like performance conversations. And so, again, the more tech enabled, you can make it the better. But the hard work is actually to step back and say, “What do we want this to look like? What are we trying to drive as the result, and then let's make sure the technology makes that true for us.” So, she thinks technology has a wonderful capability to drive efficiency, specially drives reporting, because it makes it really easy for all information to be in one spot. But the hard work of the leadership team is to step back and to say, what do we actually want to achieve? Let's draw out a process that makes sense and then let's enable it through technology. She thinks sometimes people go the other way and she's seen it the other way and it ends up being a major challenge. Because at the end of the day, the process has to be good, it has to be simple for employees. To Yanique's point earlier about employees being customers, we as a society now really have a high bar for things being easy, for it being a few clicks, for it being enabled by technology. And so, if organizations are thinking about their employee base is not thinking differently when it comes to HR tech and how they interface with HR tech, they're probably going to have people that kind of moan and groan about the stuff they have to do on paper or an excel spreadsheet or anything like that. So, huge fan, think there's lots of work to be done to make it really effective. But she thinks certainly the reality of a pandemic and being most companies now having some form of distributed work team makes it doubly important to what it was three years ago. But that's definitely a frontier for people to make sure that they're crossing to ensure they're serving their employee base. Me: Yeah. Wow. You know, you said three years ago, totally unrelated to what you're talking about and I just realized, wow, January, February makes it three years since we've been in this pandemic. Amanda shared that it's wild and honestly, she thinks she's an optimist by design and one of the best outcomes from COVID for employees specifically and employers is twofold. One, it made us totally rethink if employees need to be in the office full time. And there's some jobs where that's still true. But there's many companies, Resolver, and Kroll Digital included, where you can be hybrid. And so, she thinks shifting that narrative was as true, we mark the three-year anniversary of that win for employees. And the second thing is people became a lot more open about talking about mental health and the impacts of mental health because the wall between work and home was just shattered for most of us. And so, she's certainly within their employee base notice a difference in the courage to have those conversations and to bring more vulnerability to work. She's seen that shift and it's a positive one because it allows them to understand that what people are going through and how they might support them moving forward. So, three years in, lots of stuff that she's sure we'd like to go back in time on. We're here or what we have. And she certainly thinks from an employee perspective, there's been some great wins and she hopes now what most companies are able to do is to say, “Okay, let's take what we've learned, and let's make the offering and how we serve our customer or employee base even better.” Where Can We Find Amanda Online LinkedIn – Amanda Ono Quote or Saying that During Times of Adversity Amanda Uses When asked about quote or saying that she tends to revert to, Amanda stated that she thinks this one needs to get printed on a T-shirt for her. Her granny told me when she was little, and it's constant on repeat for her, especially during COVID. But she thinks as you continue to evolve, “It's just controls what you can control.” There's so many things that are dependent and you can't really influence but if you really narrow focus on the things that you can move, even on days where you're not feeling the best, you have control to go out and get some fresh air and go for a walk and get some perspective, you have control of engaging with very kind relationships with people on your team, you have control to just kind of laugh off maybe that colleague that always is a little bit harsh on a call. So, that's her t-shirt, stated that probably she should wear it daily, maybe actually next time she pops onto a Zoom call with her team, she should have it on a t-shirt, they'll probably like that. But that's definitely hers, control what you can control. Me: Control what you can control. Love it. Well, thank you so much, Amanda for hopping on to our podcast and Navigating the Customer Experience, sharing all of these great insights and nuggets as it relates to people and culture, building strong teams, the importance of leadership and some of the key things that leaders need to do in order to build successful teams and great cultures. And just sharing with us, based on your journey, your experiences that you've had, and allowing our listeners to really tap into what are some ways that they can explore to really navigate and create great success. We're embarking on a new calendar year, lots of great opportunities that we may not have been able to tap into in 2022 and those doors may still be open in 2023. So, we really appreciate you sharing this great content with us today. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links Leading Change, With a New Preface by the Author by John Kotter Daring Greatly: How the Courage to Be Vulnerable Transform the Way We Live, Love, Parent, and Lead by Brene' Brown The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
Andrew Wolgemuth founded Wove to recreate the way couples buy engagement rings in a highly traditional and outdated industry. Andrew grew up in an entrepreneurial environment working at his parents jewellery company in Lancaster, Pennsylvania. After attending West Point and serving as a Platoon Leader in the Army's 75th Ranger Regiment, he attended Stanford's GSB's Ignite Entrepreneurship Programme where the idea for Wove was born. Questions Could you share with our listeners a little bit about your journey, at least your journey into entrepreneurship, how did you get to where you are today? And what kind of propelled you into that space? Could you tell us a little bit about your ecommerce company? What's the name of the company? As a business owner, you're operating in the ecommerce space and I'm sure a lot has changed since COVID. What have been some of your key learning opportunities that you've been able to capitalize on? As you know, we went through a pandemic, and now we're emerging out of a pandemic, how have you been able to still satisfy clients, meet their demands despite all of what was happening globally? What are maybe one or two key things that as a designer communicates with the client, they try to focus on to ensure that those things are manifested into the product to make people feel like they're a part of what you're purchasing. How hard is it to kind of lead a remote base team and leverage their expertise seeing that you're not all in the same space? And do you find that the customer experience is better because you're able to kind of navigate that journey, control that journey as much as possible, you have more control over the things that may impact your customer in a positive or a negative way. Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that you've read, either recently or in the past that have had a great impact on you. Could you also share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. Where can listeners find you online? Do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get you back on track if for any reason you got derailed? Highlights Andrew's Journey Andrew shared that entrepreneurship actually started for him in his childhood. Both of his parents were young entrepreneurs, they started a family jewellery company when he was just a baby. And so, much of his childhood was spent watching his parents start a business. And he thinks many of the lessons that he learned from watching his parents, both himself and his siblings took with them as they entered into the real world. About Andrew's Ecommerce Company Wove Andrew shared that their company is called Wove. They're www.wovemade.com/. And what they specialize in is custom engagement rings and wedding bands. So, essentially, the way that their process works, they match their clients with one of their in house jewellery designers, after they submit a short quiz on their website, that design consultation allows the client to work with a designer to discover their preferences, design an engagement ring or wedding band. And once they're satisfied with the design, they send them an exact replica of that ring that they can try on at home. And really what this allows the client to do is try on a realistic version of their ring, test drive it at home, show friends and family and ensure that when you go to buy the final ring that you're getting exactly what you're looking for. So, it kind of acts as a way of allowing the client to buy with full confidence that what they're getting is actually the ring that they want to wear for the rest of their life. Me: That's very cool. So, your niche is specifically in the marriage line. Andrew shared that right now, they are focused specifically on bridal jewellery, yes. But they are excited to be launching their own jewellery lines, things other than engagement rings and wedding bands here before the end of this year. So, they're in the process of designing those pieces right now, they're going through the prototyping phase, and very soon they'll also have jewellery on their site. Satisfying and Meeting Clients Demands Despite What is Happening Globally Me: Now, could you share with our listeners, Andrew, as a business owner, you're operating in the eCommerce space and I'm sure a lot has changed since COVID. What have been some of your key learning opportunities that you've been able to capitalize on? As you know, we went through a pandemic, and now we're emerging out of a pandemic, how have you been able to still satisfy clients, meet their demands despite all of what was happening globally? Andrew stated that it's interesting, their business was very much grown out of the pandemic. Neither Brian, his co-founder nor himself really anticipated on having a career in the jewellery industry, this kind of happened by accident. And so, it's a great question to ask, they started working actually with deployed service members back in 2020 when the pandemic was just starting. And those service members wanted a way to design and buy an engagement ring from overseas. And that way when they got back, they could propose but no one really wanted to take the chances of buying an engagement ring online and shipping it to a deployment address in the Middle East. And so, they started sending replicas to service members while they were deployed. And so, it was interesting as they got home, and the pandemic was still going on and many of the jewellery stores were closed, many of their friends and family started asking for the same bespoke custom design and replica service. And really, that's how they got started, they recognized that there was a need for what they were building and people enjoyed buying an engagement ring the Wove way, better than the next best alternative. So, the pandemic really is what allowed them to gain the early traction that enabled them to raise the funding that they raised and grow their team. But he thinks if there's one fundamental lesson that they continue to lean on is, test early and often and do it as inexpensively as possible. They've changed our product and process so many times over the last two years, and really allowing them doing those things early on, allow you to build the shiny, expensive product later after you have full proof that it's exactly what you need to be building. Key Things As a Designer Communicates with the Client to Ensure They are a Part of What They are Purchasing Me: So, your organization also focuses heavily on personalization. And we found, just through, of course, research and data that we get from like Forrester and some of top leading market research entities, that personalization is one of the things that helps to differentiate you in this world, regardless of the industry that you're in. Because clearly if the service is personalized, then it's almost like you're getting something that's not generic, and it's specific to you. And I heard that in when you're explaining how it is that your business operates, the fact that the designer does custom made designs, sends you a replica of it, you can literally walk with a replication of it before you actually purchase the final product. What are some of the things that you focus on in the personalization process? What are maybe one or two key things that as the designer communicates with the client, they try to focus on to ensure that those things are manifested into the product to make people feel like they're a part of what you're purchasing? Andrew stated that at the most fundamental level, he would just say listening, and if that sounds very, very simple. One of the first clients that they ever worked with, he remembers very distinctly getting on the follow up design consultation after the couple had received their replica ring. And immediately one of the partners started to tear up and his initial thought was, “Oh, no, what happened, we must have messed up the replica ring.” And what she said was so poignant to him, she said, “I feel so heard, you incorporated everything that I wanted into the ring, into this design.” And so, that was really moving for them and it's the way that they train their designers today is that listening to the client is one of the most important things that you can do. And not just listening, but actively listening, taking notes and ensuring that the design preferences they have are incorporated into the design. But even taking that a step further, one of the things that they do is before a client ever gets on a design consultation is that they have them fill out a style quiz, which allows them to be matched based on their style preferences with one of their in-house designers. So, before they ever get on a call, they are doing what they can to match them with someone that they think they'll be compatible with from a style and design perspective. And that has made their process run incredibly smoothly. And allowed them to really meet the client where they're at. Me: Brilliant, I love that. Absolutely love that. All right, so you're leading, how many designers would you say your organization has? Andrew shared that a few of them are full time and a few are contract but at any one given moment in time right now they have about 8 different designers that they've worked with. So, not a ton, but that's enough to really cover the span of different styles for engagement rings, and so that's about the number that they're utilizing today. Me: Okay. And these persons are pretty much remote based. Andrew agreed, they are. And one of the things that's great about their model is that jewellery designers are surprisingly underpaid in the industry. And so, what they've been able to do is essentially create a job description that is exactly what any jewellery designer would want to be doing, which is designing jewellery, working with clients and ultimately seeing their pieces come to life. A lot of jewellery designers that work for top brands will work in a tiny design office in a crammed New York City office building, they never get to meet the client, and oftentimes their piece is never built. And so, what they able to do is pay their designers more than their competitors in the industry and give them a job that's much more satisfying. And so, because of that, they've been able to attract some of the top designers from across the industry, from major brands that you would recognize. And so, that's been really exciting for them to be able to attract some of the top talent for what they're building. Leading a Remote Based Team and Leverage Their Expertise Me: Amazing. So, how hard is it to kind of lead a remote based team and leverage their expertise seeing that you're not all in the same space? I know you still have a lot of leaders globally who believe that because we basically emerged out of the pandemic, they want everybody to come back face to face. But I gather that based on your business model, this has been how you've operated from inception. Andrew shared that it is about 50% of their company is remote and 50% is in person. So, they do have an office in Lancaster, Pennsylvania, that office contains all of their manufacturers, a lot of their content creators and the operations people in the company. But our remote team consists of all of our designers, marketers, web developers, really anyone that doesn't have to be in person. And so, it's fascinating. He and Brian, his co-founder both came from the Army, which is obviously very much an in-person organization. But he thinks a lot of the leadership lessons and management principles are the same. They do the best that they can to care for their employees, whether you're remote or in person have contact daily, ensure that people's professional and personal needs are being satisfied. So, they love the model that they have, they make an effort to see even their remote employees in person at least once every two months, whether it's going and visiting them or doing an off-site. But for them, that model has worked really well, and it's given them a lot of flexibility. Me: Brilliant. Now, just to also confirm you handle everything for the consumer from start to finish. So, is there any third party like vendor that you would engage to, let's say, do the delivery of the product, or does your company handle from start to finish so that way you're controlling all of the touch points that your client will have with you. Andrew shared that they handle just about everything start to finish. And so, the things that they handle are the design of the ring, they do all the manufacturing, all of their jewellery is made from start to finish in Lancaster, Pennsylvania. And because of that, they're able to produce a really high-end product and they're able to produce it very quickly. They produce rings in about 5 to 7 days, which for custom is about 6 times the national average for custom jewellery. And so, they're really proud of that, the only vendors that they work with are diamond suppliers. They don't carry any of their own diamond inventory, they work with different diamond suppliers from top diamond sources in the US, all of their diamonds are ethically sourced, they pass the Kimberley Process, which ensures they're conflict free. And they also do a lot of work with lab grown diamonds as well. But really the diamond sourcing is done in house, but they purchase diamonds from outside vendors. And that's really the only thing that they do with a third party. Navigating the Journey – Having Control Over Things That May Impact Customers in a Positive or a Negative Way Me: Amazing. And do you find that the customer experience is better because you're able to kind of navigate that journey, control that journey as much as possible, you have more control over the things that may impact your customer in a positive or a negative way. Andrew stated absolutely. And custom is hard, it's a hard thing to do at scale. He thinks the reason that they've been able to do it so successfully, is because they spent a lot of time investing in systems that allow the customization to occur in a way that's organized, they don't lose track of details and they have a method to how they produce. But ultimately, he thinks it gives the consumer a one of a kind experiences that allows them to build something completely custom, they're not going to see their friend wearing the same ring that they have on. Everything is one of a kind, they only build their rings once for the customer experience. And as far as diamonds go, if you bought a diamond online through Blue Nile or Brilliant Earth, you're going to get to a diamond page and there are literally 10s of 1000s of diamonds on the page. If you don't have an education in diamonds, it can be extremely daunting trying to figure out which one is the right one. And so, their geologists and designers walk their clients through every step of the process, will help you pick a diamond. So, yes, it is absolutely a heavy investment, but he thinks the customer experience is truly one of a kind and it gives their clients tremendous confidence that what they're getting is the ring that they want to be wearing the rest of their life. So, they're really proud of what they've built. But obviously he's a little bit biased, but he thinks their experience is certainly the best when it comes to customer engagement rings. App, Website or Tool that Andrew Absolutely Can't Live Without in His Business When asked about online resources that he cannot live without in his business, Andrew shared that they use HubSpot in a lot of different ways. HubSpot is their primary CRM, they use it for tracking their sales funnel, where their rings are out in production. They use it for automated emails and text and that engine has been tremendously powerful for their business and also gives them a ton of customization. They knew that when they built out their CRM that they weren't going to be able to use a plug and play CRM template. And so, HubSpot gave them the flexibility to essentially build exactly what they needed on their platform. Books that Have Had the Biggest Impact on Andrew When asked about books that have had a great impact, Andrew shared that the most recent book that he's read is Amazon's Working Backwards: Insights, Stories, and Secrets from Inside Amazon by Colin Bryar. He loves this book, what the book talks about is how Amazon goes about proposing products and how they go about designing products that they believe their customers will one, be excited about and two, that will be functional for them. And so, that's been a book that's really been useful for him when he thinks about how they're designing user experiences or providing tools to their clients that allow them to solve the problems that they face when buying an engagement ring. That is a great book. The other book that he really liked, it's not really as much business related, but it's very team related is Team of Teams: New Rules of Engagement for a Complex World by General Stanley McChrystal. Now, that takes him back to his Army days, but it's a book that he continuously goes back to because it talks about how teams function successfully. And he thinks it has a lot of good lessons that are good reminders for any type of organization. What Andrew is Really Excited About Now! When asked about something that's going on that he's really excited about, Andrew shared that one thing that they're very excited about that they are launching next week on their Wove website is they are launching the ability for clients to order replicas of Wove pre-designed rings. And so really, the difference of what that is compared to what they offer today is, there are certain clients that may not need the full custom experience, but still want to be able to try the ring on before they buy it. And so, their designers from across their company put together what they believe are the top rings that represent both Wove as well as what consumers are looking for. And clients can either buy that ring right off the site, or they can order for free, an exact and realistic replica of that design that they can try on at home before making the big decision. And so, he's really excited to get that product live, it's going live next week, it'll be on www.wovemade.com. So yeah, check it out. Where Can We Find Andrew Online Website – www.wovemade.com Instagram - @wove_made Facebook - @wovemade Quote or Saying that During Times of Adversity Andrew Uses When asked about a quote or saying that he tends to revert to during times of adversity or challenge, Andrew stated yes, absolutely. A quote that he heard recently from one of his mentors that he really likes is that, “Failure is rarely fatal, and success is never permanent or lasting.” And that's a quote that her refers back to constantly. As a founder, there are often times where you can feel defeated, things won't be going the way that you anticipate. And so, being able to take a step back and look at the big picture and rely on a quote like that is reassuring. So, that's one of his favorites. Me: Amazing. Well, thank you so much Andrew for taking time out of your day, to hop on our podcast Navigating the Customer Experience. And just share some of these great insights as it relates to the journey of your business, your own personal journey, the importance of customization, the importance of leading a team that is even though remote based, that you're able to leverage their expertise in the highest possible way. And of course, controlling that journey of your customers by ensuring that you're giving and meeting those needs, those needs that are so specific to each individual in a way that will have them remember you for the rest of their lives. So, thank you so much for that. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links Working Backwards: Insights, Stories, and Secrets from Inside Amazon by Colin Bryar Teams of Teams: New Rules of Engagement for a Complex World by General Stanley McChrystal The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
Katie Krimitsos has live her entire life doing things her own way. She has forged an audacious path as an entrepreneur, mother, and podcaster. As a mother of two young children, she started a podcast that turned into a podcast network that get over a million downloads a week...and she does all of the recording in a small closet in her room...for real! Go check out her Instagram to see her recording space.Katie Krimitsos and her husband Chris are also the founders and organizers of the largest podcasting conference for independent podcasters- Podfest Expo. I love having conversations with women that are doing business and life their own way. I know you will be inspired by Katie's entrepreneurial journey and her massive podcast success.Katie's podcast network is called: Women's Meditation Network You can find Katie:Instagram: @womensmeditationnetworkFacebook: Women's Meditation NetworkEpisodes you will enjoy:Disrupt Hustle CultureEmpowered Women Empower Girls with guest Melody PourmoradiThe One Thing that has Made the Biggest Impact on My LifeProduced by: KaSa Media ProductionsEdited by: Greg SaisContact Tiphany:DM me on IG @tiphanykaneCheck out my website: www.tiphanykane.comLeave Tiphany a Voice Message to have a spotlight on the podcastProduced & Edited by: KaSa Media Productions
The Los Angeles Angels have had their share of injuries over the last few years, and 2022 exposed just how badly they need their stars to stay healthy. Whether it's pitching, hitting, or on defense, the Halos will benefit from the return of some key players, and today, we're looking at 3 who will be making their return in 2023, starting with Griffin Canning! How will he impact the team once he returns to the mound, and does he figure into the Angels' starting rotation? We'll give you our thoughts on Canning in segment 1! Then, the Angels' biggest offseason signing of 2019 was Anthony Rendon, and while he had a successful 60-game sprint in 2020, injuries kept him off the field in 21 and 22. Will Anthony return to form in 2023 and provide the impactful bat and glove we know that he has? We'll dive in and see how big of an impact Anthony Rendon can have with the Halos this season! Plus, Jared Walsh, an All-Star in 2021, dealt with an injury that diminished his production at the plate in 2022. Now that he's healthy, what kind of impact will he have once he returns? Will he be the near-30 home run hitter we saw in 2021? We'll discuss Walshy, his offense, and defense in segment 3! GET IN OUR VOICEMAIL! CALL US: (714) 409-6396 Tell us what's on your mind! Give us a follow @LockedOnAngels on Twitter, and for the best Angels memes around, connect with us on Instagram and Twitter @SuperHaloBros! Support Us By Supporting Our Sponsors! Built Bar Built Bar is a protein bar that tastes like a candy bar. Go to builtbar.com and use promo code “LOCKEDON15,” and you'll get 15% off your next order. BetOnline BetOnline.net has you covered this season with more props, odds and lines than ever before. BetOnline – Where The Game Starts! SimpliSafe With Fast Protect™️ Technology, exclusively from SimpliSafe, 24/7 monitoring agents capture evidence to accurately verify a threat for faster police response. There's No Safe Like SimpliSafe. Visit SimpliSafe.com/LockedOnMLB to learn more. Learn more about your ad choices. Visit podcastchoices.com/adchoices
Justin Zalewski is the Director of Product Design and Strategy at Studio Science. He leads a team of talented product designers and works with clients to solve business problems through design. He and his team are experts in rapid prototyping and running experiments to more quickly learn from and deliver value to customers. He has led projects with clients ranging from market-leading tech companies to Fortune 500 brands. Some of his clients include Angi, Genesys, Simon, Stack Overflow, and Cummins. Questions Now, could you share with us, in your own words, just a little bit about your journey, how you got to where you are today? So, customer and product design. Now, tell us a little bit about Studio Science. What is Studio Science and what does Studio Science do? So, maybe could you share with me one or two trends that you've seen in the customer experience space that you think is critical for a business to constantly be looking at to ensure that they are keeping current with the needs of their customer? Why do you think it's important for not only the customer experience, but the employee experience to ensure that your alignment in terms of needs is not just on the CX end but it's also on the EX end and what does that look like in terms of it being beneficial to both? Now, could you also share with us what is the one online resource, tool, website, or app that you absolutely can't live without in your business? Could you also share with us what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. We do have a lot of persons that listen to this podcast, who are business owners, as well as managers and they believe that their companies have great products and services, but from time to time, they do lack constantly motivated human capital, so the people are not as motivated. If you're sitting across the table from one of those persons today, what's the one piece of advice that you'd give them to increase or improve their motivation and have a successful business? Could you also share with us Justin, our listeners would have tapped into this episode, they would like to connect with you. And so, they would like to know where can they find you online? So, before we wrap our episodes up, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote, it kind of helps to get you back on track or get you refocused if for any reason you got derailed. Highlights Justin's Journey Justin shared that he started in the world of design and the way he started was a little more in the world of graphic design. And that led him into just kind of a natural curiosity into the more technical side of things. And so, he started to kind of branching out from just the visual design of things in visual communication into building things and figuring out how things work. So, getting into code, building websites, building apps. And that led him into product design. So, figuring out what is the UX, the user experience of making sure that these kinds of things are intuitive, easy to use, fun to use, and really meeting customer needs. And that caused him to broaden his lens, especially the last 10 years and his time at Studio Science to broaden his lens, and especially adapt a service design mindset. So, looking across the whole customer journey from everything they're doing, with a digital product, outside of a digital product, their in-person interactions, the way that the organization delivers a service to a customer. And one of the things that he's been really passionate about lately and getting really excited about is how they use their design skill set and looking through the business world with that lens, to bring people together, bring siloed disparate departments together in pursuit of that common goal. Because really, everybody wants to serve the customer, we're all just coming at it from different angles. And so, where he's at today, is being able to use that design skill set, not just for improving visual design or UX, but actually to bring people together to create a better service and a better experience for customers. What is Studio Science and What Does Studio Science Do? Justin shared that Studio Science is a design and innovation firm. And their purpose is to help businesses designed with people as opposed to for people. So, they saw this in a variety of ways but if he could sum it up, it comes down to this, customer experience depends on meeting people's needs and people's needs are constantly changing. So, businesses have to constantly change too. And they know that this is hard. So, where they come in is they help businesses, 1) Understand what their customers need. And then 2) Deliver solutions to meet those needs. Obviously, that's super vague. So, to get more specific, they do a lot of work with large enterprise companies. And they're in a lot of cases in a place where they've enjoyed long term success but what got them here won't get them to that next stage. So, more often than not, the way these large companies are set up, doesn't allow them to innovate well, because they're not built to move quickly. There're all kinds of bureaucratic structure that's in place, a lot of times for understandable reasons, but it ends up hindering this kind of evolution that's needed to meet customer needs. So, when they speak with people that are responsible for advancing customer experience in organization like this, a lot of times they're frustrated, sometimes even feeling hopeless, because they've been banging their head against the wall trying to make progress in their organization. But that's where they can come in, they can act as their modern design team from the outside, when it's not possible to operate that way from the inside. So, they can build an understanding of customer needs, match that up with business goals and then mentioned, they are big fans of rapid prototyping, they prototype those solutions so you can learn really quickly without having to build and roll out a full solution. They're building to learn rather than building just to launch things and that's the best way to align what a business is offering to what customers actually need. Me: So, Studio Science is on to some great stuff there. Trends in the Customer Experience Space for Businesses to Look at to Keep Up with the Needs of Their Customers Me: Now, what has been your experience? I noticed you mentioned in ensuring that you deliver a great experience to your customers, because businesses are continually changing, you need to continually change or customers are continually changing, rather, you need to continually change. So, maybe could you share with me one or two trends that you've seen in the customer experience space that you think is critical for a business to constantly be looking at to ensure that they are keeping current with the needs of their customers? Justin stated that he thinks it all comes down to measuring the right kinds of things. And what is challenging and what we see a lot of organizations struggling with, is that the things that are easiest to measure, those quantitative kinds of things where if you've got a digital product or website, you can throw up Google Analytics or your platform of choice super quickly and you can measure all kinds of all kinds of the what's, how many people are visiting, how many people are doing this kind of thing within their app, and that's all valuable. But to really get to the deeper levels of evaluating customer experience and figuring out are we headed in the right direction? Are we actually solving a need for our customers? You got to dig into the qualitative side of it as well, the why behind it all to figure out like alright, we can see that this thing is happening, our customers are downloading our product or they're signing up for this offering, they're buying these things on our ecommerce store. But why are they or aren't they doing this, this thing we thought would be a big hit. And so, that's where he thinks digging into just making sure that you're tied in with your customers, via any variety of methods for qualitative research can be that interviews, workshops, developing relationships like having a customer advisory board, where you've got those close relationships with customers, where you can just go and talk to people really quickly where there's not a chance for that barrier and that space to develop between a business and their customers, because that's what leads to misalignment and shipping things that don't actually fit what the customer needs. The Alignment of Needs for Both Customer Experience and Employee Experience Me: Brilliant. Now, in addition to what you've shared, could you also share with us why do you think it's important for not only the customer experience, but the employee experience to ensure that your alignment in terms of needs is not just on the CX end but it's also on the EX end and what does that look like in terms of it being beneficial to both? Justin stated that they are great questions, because there's no way to separate the customer experience from the employee experience, the employees are what makes it possible to actually deliver a customer experience, and especially a good customer experience. And there's also, and he's sure we've all seen these kinds of things happening or read about it in the news with Amazon or otherwise, it's also very possible for an organization to deliver a great customer experience at the expense of the employee experience, and how that's not sustainable and it allows all these problems to grow and fester. And so, it's really impossible to separate the two. And so, what he advocates for and what Studio Science advocates for is actually bringing the two together and there's a variety of different ways to do this. But they found the best way is through a service design approach. And so, there's a lot of different aspects to that but one example and one really helpful tool that's part of a service design approach is to develop a service blueprint. So, you might be familiar with a customer journey map or you're mapping out here's what a customer is experiencing at different stages of their journey with us. Think of a service blueprint as adding on another layer to that of not just what is the customer experiencing, but what is the business doing to enable that experience. What are our people, what is our staff doing? What kinds of technology do we have in place that is enabling that experience? And especially mapping it out of that high level allows them to pinpoint like what are the points of friction and why? Like what's happening. But also, it's a great tool to bring people together and figure out, like we can see there's an issue here, is that a technology problem? Is that something where a department is just totally overwhelmed and overloaded, and we haven't really developed an understanding about that today. And then how can we solve that together rather than just trying to brute force a better experience in a way that's just not going to be feasible because people can only do so much. App, Website or Tool that Justin Absolutely Can't Live Without in His Business When asked about online resources that he cannot live without in his business, Justin shared that for him, it is Slack. And so, especially in this remote collaborative world, they've been on Slack for several years, even before the pandemic where they really leaned into remote work, and he knows other folks are on different systems. Microsoft Teams has gained a lot of ground, he's a big Slack fan. He thinks it's a way to cut down on email, really emphasize the quick kind of asynchronous collaboration that just helps a business run and helps bring people together. Books that Have Had the Biggest Impact on Justin When asked about books that have had an impact, Justin stated that it's so hard to narrow down to a couple but the ones that come to mind most readily are one he read a while back is a book called Thinking, Fast and Slow, his name is Daniel Kahneman, behavioral economics that wrote about basically like two systems of thinking like our fast thinking brains and our slow thinking brains and all kinds of like the biases that develop because of how we're built to think. And it just has all these implications that has really changed the way he thinks about a lot of his own interactions in his own life. But also, when he tries to empathize and understand like how other partners and colleagues in business are looking at things or how their customers are perceiving a solution or their experience, it's been really eye opening. The other he would say is Inspired: How to Create Tech Products Customers Love by Marty Cagan. It's a book really all about product management but it's, he'd say it opens up some lines of thinking even outside of product management, really just about how to rapidly iterate, really learn quickly from customers, and all the different ways you can test solutions in a really lean, cheap way without needing to invest a lot of money into it. What Justin is Really Excited About Now! When asked about what's something that is going in right now that he's really excited about, Justin stated that it's a great question. So, he's really excited for himself and then also to share this with his team and try to foster this kind of mindset of making space. And it seems like it's only snowballing and getting more common these days that the people are just very scattered, torn in a lot of different directions. And so, bringing focus and creating space to be focused on the highest priority things he thinks is a really valuable thing, he won't say it's undervalued, because there are a lot of people that are beginning to emphasize that more and more. But it's increasingly challenging in the world, just because there are so many distractions, so many things calling for our attention. And so, finding ways to focus, to prioritize and to really be mindful about what we're spending time on, is something he's been really focusing on lately for himself, but also trying to bring that to those around him and his team. Advice for Business Owners and Managers who Lack Constantly Motivated Human Capital Me: Now, we do have a lot of persons that listen to this podcast, who are business owners, as well as managers and they believe that their companies have great products and services, but from time to time, they do lack constantly motivated human capital, so the people are not as motivated. If you were sitting across the table from one of those persons today, what's the one piece of advice that you'd give them to increase or improve their motivation and have a successful business? When asked about one piece of advice he would give to business owners and managers to increase or improve motivation and have a successful business, Justin stated that he's sure these folks have heard a lot of things about making sure people have the motivation from a strong mission and vision for a company and that is all really critical and it's hard to do much without that. But if he can add something new that they might not have heard as much about before, it's the concept of involving the employees and even partners, anybody that you're working with, to deliver value to your customers. Involving them in the process of co-creating solutions, rather than dictating solutions and process to them. And so, when you're thinking about, “Hey, like, we're going to develop this new product, we're going to sell it this way, we're going to deliver it to customers this way.” Rather than it being entirely a top down approach, this is strongly urge but forced upon the employees. He thinks you'd be surprised how powerful it is to actually involve the employees and the team in coming up with the solution. And so, some of the ways that they do that are actually just starting by talking with employees, but also getting their input, running workshops like, “Here's the problem that we're trying to solve. We know that you live in this world every day, like what do you see, what's your perspective? And how can we actually like make this kind of outcome for the business?” And he thinks bringing those perspectives together, one it is proven to actually generate better solutions and more feasible solutions because it comes from the people that actually be carrying out work. But two, it gets people involved and gets their buy in on the solution and helps them feel more involved rather than a cog in the machine. Me: Okay. Awesome. So, a high level of inclusivity so they feel like they're a part of where the company is going, the decisions that are made and of course, you get greater buy in, which means you get, hopefully increased motivation, and people feel like they're a part of something bigger than just the operational stuff that they do every day. Where Can We Find Justin Online LinkedIn – Justin Zalewski Website – www.justinzalewski.com Website – www.studioscience.com Quote or Saying that During Times of Adversity Justin Uses When asked about a quote or saying that he tends to revert to, Justin shared that he's bad at quotes, but he'll give kind of the sentiment behind the idea. And he's sure there are folks that have said it better. But it comes down to like, there's only so much you can do at one time. He will attempt to quote something he read from recently where someone that took a very sensible approach to life of not chasing after, always the next thing always bigger and better. But realizing that all you can do is worry about like, “What am I going to do today to make the most out of today, rather than worry so much about the next week, next month, next year, which I really have little control over.” So, he thinks taking a reasonable perspective of here are the things that I can control and influence today and here's the things that I can't, and I can just do my best to be prepared for when those kinds of things do come up, really helps him to just take a little bit of the pressure off in moments of stress and refocus himself to what's really important. Me: So, just wanted to tell you, thank you so much for hopping on to our podcast, Navigating the Customer Experience and sharing some of these great insights as it relates to customer experience design, as well as ensuring that as an organisation, you look to not just satisfy the needs of your customers, but you also your employee needs. And the value that you brought to both myself and our listeners, I think is really great at a time that people are really looking at, how are they going to position themselves for 2023 as we exit one calendar year and jump into the next? And what are some areas that really need to be given that high level, super focus to ensure that they can stay on top of their game in their industry and really give their customers what they're looking for both on an internal and an external level. So, thank you so much. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links Thinking, Fast and Slow by Daniel Kahneman Inspired: How to Create Tech Products Customers Love by Marty Cagan The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
Information Security is often seen as a cost center and drain on the revenue of a company. It may be seen as necessary to protect the company, but the value is not always understood by leadership and peers to the CISO. Taken from personal experience, in this talk, we will explore some suggestions on how CISOs can bring and show value to their companies. Visit https://securityweekly.com/csp for all the latest episodes! Follow us on Twitter: https://www.twitter.com/cyberleaders Follow us on LinkedIn: https://www.linkedin.com/company/cybersecuritycollaborative/ Show Notes: https://securityweekly.com/csp96
Evan and Marc open the latest episode of The 415ers by discussing all of the San Francisco 49ers players that could return to the field from injury soon. Who could have the biggest impact once they're back on the field? Is it Deebo Samuel or Arik Armstead? What about Jason Verrett and Dre Greenlaw? To learn more about listener data and our privacy practices visit: https://www.audacyinc.com/privacy-policy Learn more about your ad choices. Visit https://podcastchoices.com/adchoices
Evan and Marc open the latest episode of The 415ers by discussing all of the San Francisco 49ers players that could return to the field from injury soon. Who could have the biggest impact once they're back on the field? Is it Deebo Samuel or Arik Armstead? What about Jason Verrett and Dre Greenlaw? To learn more about listener data and our privacy practices visit: https://www.audacyinc.com/privacy-policy Learn more about your ad choices. Visit https://podcastchoices.com/adchoices
Evan and Marc open the latest episode of The 415ers by discussing all of the San Francisco 49ers players that could return to the field from injury soon. Who could have the biggest impact once they're back on the field? Is it Deebo Samuel or Arik Armstead? What about Jason Verrett and Dre Greenlaw? To learn more about listener data and our privacy practices visit: https://www.audacyinc.com/privacy-policy Learn more about your ad choices. Visit https://podcastchoices.com/adchoices
Brad Sugars is internationally known as one of the most influential entrepreneurs. Brad is a best-selling author, keynote speaker and the number one business coach in the world. Over the course of his 30 year career as an entrepreneur, Brad has become the CEO of 9 plus companies and is the owner of the multimillion dollar franchise Action Coach. As a husband and father of 5, Brad is equally as passionate about his family as he is about business, that's why Brad is a strong advocate for building a business that works without you so you can spend more time doing what really matters to you. Over the years of starting, scaling and selling many businesses, Brad has earned his fair share of scars. Being an entrepreneur is not an easy road but if you can learn from those who have gone before you, it becomes a lot easier than going at it alone. That's why Brad has created 90 days to revolutionize your life, it's 30 minutes a day for 90 days teaching you his 30 years experience on investing, business and life. Questions Could you share a little bit about how you got to where you are today? In your bio, it mentioned that at the end of the day, you want to be working in a business that can work without you. Like so many people don't understand that concept. Could you explain what that means? And so, maybe could you share with us, let's say 3 to 4 success principles, or just things that will help to make you be more successful as a business owner or an entrepreneur. Could you share with us I would say maybe, let's move it up to five traits that a leader needs to really grow and develop their people. Where do you get to that point where you're starting to attract really quality people? Is it because of the energy that you're giving out, your leadership style, what makes the right people or attracts the right people to come to you? What's your views on marketing? Is it something that still needs to be occurring to keep present in the customers mind? And if so, based on the fact that marketing has changed so much I would say in the last 10 to 20 years as you've mentioned, which platforms do you focus your marketing on? Could you share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you maybe pick one or two that have had a great impact on you over your lifetime? It could be a book you read recently, or even one that you read a very long time ago. What has been your experience, I would say, let's narrow it down to the last one to two years of customer experience. And I know it's a very general and a wide question, but we just want to get an idea of how your experiences has been across different industries, like travelling to a hotel, or airline or restaurant, or even just local stores that you may visit in your community where you live. Could you share with us what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. Where can listeners find you online? Before we wrap our interviews up, we always like to ask our guest, do you have a quote or saying that during times of adversity or challenge you'll tend to revert to this quote, it kind of helps get you back on track if for any reason you get derailed. Highlights Brad's Journey Me: Now, even though we read our guest bio, we always like to give the guests an opportunity to share in their own words a little bit about how they got to where they are today. So, could you share a little bit about that with us? Brad shared that he was born and raised in Australia and moved to the United States, married an American girl. So, they have 5 kids. So, he guesses he's stuck in America now, he's an “Aus” American. Being in every type of business, you name it, he's had it, whether it's service or retail or actually manufacturing. He did manufacture in the food space, he's been across the board, he's an entrepreneur, he buys and builds and sells companies, that's what he does. And teaching became a passion and as mentioned his 90x programme. When he hit 50, he thought what is he going to do and he built himself a TV studio and he went in and recorded 30 minutes a day, every day of business and then 30 minutes a day every day for life and success principles. And then the same for wealth and thought, “I'm going to give back” and their main company Action Coach, obviously, they're in 83 countries, he knows that coach Marcia in Jamaica there. And across Africa, they have their coaches all across the Caribbean in fact, in the US, they have about 1100 offices around the world doing that. So, 17 books on the subject of business and wealth. So, he guesses he's a prolific at creating books, kids and businesses. Me: Amazing and for those of our listeners that clearly will not have heard our pre podcast conversation. I met Brad when he came to Jamaica in 2016 and his presentation was amazing. And Coach Marcia, who represents Action Coach in Jamaica, she's also supremely amazing, like everything Brad talks about, she continuously preaches, be, do and have and it's just amazing. The Concept of Working in a Business That Can Work Without You So, Brad, could you share with us, I know that your whole life has been surrounded around building businesses and in your bio, it mentioned that at the end of the day, you want to be working in a business that can work without you. Like so many people don't understand that concept. Could you explain what that means? Brad shared that well, in essence, what they're trying to do is the difference between working for yourself and building a business is two very vastly different things. Working for yourself is building a job for yourself. Building a business is building something that is an investment that makes money whether you show up or not. So, his definition of a business is a commercial profitable enterprise that works without you. He learned this early in his career that he was the hardest working person in his business. In some cases, he even took home less money than a lot of the staff in his business and it just didn't seem right to him to work that way. So, he had to learn how to turn his business into something that worked so he didn't have to. See when the business works, the owner doesn't have to. If the business doesn't work, then the owner is generally the hardest working person in the business. Principles That Will Make You More Successful as a Business Owner or an Entrepreneur Brad stated that if we're going to go with just 3, it's hard when you've written this many books and taught for this long to pick just 3. So, first he would go, you don't build your business, your people do. Your job as the owner or the CEO is to build your people, they build your business for you. So, as you educate them, coach them, mentor them, train them. He still remembers 20 or 21, he forgot how old he was, he went to his dad and he said, “You know what, Dad, I just can't get good people.” And he said to him, “Brad, you get the people you deserve. You're an average manager running an average business, the highest caliber person that wants to work for you is average.” And it's like a big slap in the face. Thanks, dad. But he was right. If I became a great leader, then great people wanted to work for his company. So yeah, he would say that's the first one, build your people, they build your business. The second he would say, you've got to be great at sales and marketing to be great at business, being the rainmaker, bringing in new business is one of the most important aspects and that's why out of his 17 books, actually his newest, his 18th book is all about marketing as well. So, it really is about getting the customer in and keeping them for a lifetime, his definition of marketing is profitably buying lifetime customers. So, if he spends 1000 on an ad, and he gets 10 new customers, will it cost him 100 to buy each new customer. So, marketing is about the profitable buying of customers and when people learn it, every dollar out should bring $2 back in type thing. So, we really have to focus on that. If he could only stick to 3. We will go through a lot more as we get through the day or through the session. But he would say the third is, be really clear on where you're going with the business. He likes to think of business as something that you finish, you build it so that it eventually runs without you. So, by what date will you finish the business? By what date will it run without you and then go to work on the business more than in the business type thing. Gerber said that based on his book. Me: Indeed. So, we have to work on the business and so many business owners, myself included, work in our business and not necessarily on our business. And it kind of goes up and down, sometimes you get it to a point where you are working on the business and then for some reason you get back sucked into the operational activities and you're back in it again. So, it's up and down. But as you mentioned, if you really want to generate wealth, it's to have the business run on its own. Traits a Leader Needs to Grow and Develop Their People Me: Now, you mentioned at the beginning, I loved your first point stating that you need to develop and work on your people. And of course, that's all this podcast is about, navigating the customer experience and I preach constantly about the fact that internal customers are so important in a business. Many times, companies focus on the external, but if you don't get it right internally, it's highly unlikely you're going to be able to master it externally. So could you share with us I would say maybe, let's move it up to five traits that a leader needs to really grow and develop their people. Brad shared that we'll break that into two separate segments. First of all, we'll break it into the difference between management and leadership. Because in a business, you need both management and leadership. Now management is a system and leadership is an art form, the system of management is designed to do two things. Management should build competency and productivity in the people in your organization. So, build better people like build their competency, build so they can do a good job by training, coaching, mentoring, educating, make sure your people are competent at their job. If there's a lack of competency, there's a lack of management or there's bad management going on. Productivity is also management. So, it's really about how do you manage people to get a high level of productivity because if you want to double a business, if you want to double your profits, you either have to double the number of people or double the productivity of the existing people, productivity is always faster and easier. And then the flip side then if you look at leadership. Leadership is also in his opinion about two things. But this is where it's about, if management is sort of the short-term day to day, week to week. Leadership is more than monthly, quarterly, annual and 3 to 5 year type thing where in a leadership scenario, he's looking to create passion and focus. So, the leader's job is really building passion amongst the people and building focus. To be focused, they need to know what they're doing, what are their goals sort of thing. Where are we headed? To be passionate, there has to be more meaning to work than just the paycheck and more meaning to work than just the profitability of the company. As a Leader, What Attracts the Right People to Come to You Me: Indeed, indeed. So, we spoke about management and leadership so important. Now, Brad, let's say for example, you had mentioned that you said, your dad said to you, “You attract the people that you deserve.” Where do you get to that point where you're starting to attract really quality people? Is it because of the energy that you're giving out, your leadership style, what makes the right people or attracts the right people to come to you? Brad stated that all of the above. Plus, recruiting today has to be seen as exactly that recruiting, it's not hiring anymore. Most people don't think of it this way, but what you want to do is you want to be more like a sporting team, they don't go and place an ad and say, “Hey, if you're out of work, apply to come work for us, we really want all of the people that are out of work to apply for us.” No, a sporting team goes and looks for the best player in that position. Now, most of the best people already have a job, the vast majority of the best people are already working. So, how do you get your job advertisement? How do you get the fact that you are recruiting in front of the right people? And that's where marketing has to kick in. How do you actually invest money in marketing for a job? Twenty/thirty years ago, people were like, “I just placed the ad and 100 people apply, and I picked the best one.” Not anymore. The way that we have to look at it these days is we have to go searching for the best of the best people, we have to search for them on LinkedIn, we have to search for them through Google, we have to search for them through Facebook, we have to search for them by going through people who know us like. We often find that the best employees are people that already knew us, they already know our company. So, they might be on our newsletter, or they might be a friend of someone that already works for us. Or they might follow us on social media. So, how are you marketing that position to find the best of the best, and have them at least see that you are recruiting? That's the vital one. Me: Brilliant, I've never heard someone, I would say reposition it the way how you just repositioned it for us. And you are right. If you take that approach that you've just indicated to us, your father is absolutely right, like on target in terms of attracting the people that you deserve. Because you really want to ensure that you're getting the right people, as you mentioned, using the analogy of a sporting team and getting the best player, because then you will really have a totally impactful and efficient and effective team, which is critical if you really want the business to grow. And as you as you mentioned at the beginning, function without you. I love that. Views on Marketing Me: Now, we spoke a little bit about leadership, we spoke a little bit about internal customers. Could you share with us a little bit about marketing? I get a lot of questions sometimes, should we spend a lot of money on marketing and advertising of our business? Shouldn't it be a case where our customers, especially if we're a brand that's already known, we're like a household name. What's your views on marketing? Is it something that still needs to be occurring to keep present in the customers mind? And if so, based on the fact that marketing has changed so much I would say in the last 10 to 20 years as you've mentioned, which platforms do you focus your marketing on? Brad shared that is a lot of questions in one way, let's see what we can get to. First of all, marketing should be something that never stops. Marketing is the lifeblood of a business. Marketing has two jobs, getting new business and keeping business. So, you got to get them in and you got to keep them in. What's the use of building a database of existing customers and that even assumes that businesses are, you must collect the names, emails, phone numbers, etc. of every single prospect, every single customer in your business, that is the most valuable asset of business has its database of existing customers, its database of prospective customers. Now, what you need to understand if he goes back to what he said earlier about marketing is it's the job of marketing is to buy customers, to buy new business, to buy new customers is a consistent thing. So, we're getting them in and we're keeping them in, we're looking at lifetime value of a customer, meaning how much are they worth to us over years of buying from us and that's where most businesses don't invest the time and energy because they don't even think about that. When he was in the dog food business, their average customer stayed with them for 3 years, which meant they spent over $3,000 with them and they made over $800 in profit from them. You think about that. If you just thought of your customer as a one off sale, you don't actually make a lot of money from that person, you don't think of it that way. But if you keep them for their lifetime, you'll make a fortune out of that customer. Now, in order for marketing to really work in this day and age, he thinks the biggest thing we have to understand is that historically, marketing was almost like asking to get married on a first date, we ran an ad, and we asked you to buy straight from the advertisement. In this day and age, it seems stupid to go up to like, “Yanique, if you and I met in a bar, and I walked up and said, You look like a very smart, attentive, wonderful woman, I think you'd be a great mother, why don't we get married?” That is the dumbest thing you could ever think of, but that's what most marketing is. You've got to actually ask people, “Why don't we have a coffee first? Why don't we get to know each other type thing.” And so, what we call that as you've got to ask prospects to raise their hand, you got to say, “Hey, if you're interested in this, then raise your hand.” And he'll give you a simple example of that. So, at Action Coach, one of the things they do is a lot of sales training. So, they have a sales training programme for companies. He just did a webinar yesterday on sales training for companies with 20 or more salespeople, so the whole thing was, how do you manage your salespeople? How do you get great results from your salespeople? So, 84 people showed up to their webinar saying, “I have 20, or more salespeople, I'd like to learn how to manage my salespeople.” By the end of that webinar, out of the 84, 60 of them said, “I would be interested in finding out about the sales training programme.” So not only does he then do the webinar and get 60 people that are interested, but now today on all of his social media will run a post that says, “Just finished my webinar on how you manage a great sales team, how you get your sales team to perform. If you're interested in the recording of the webinar, please type the word webinar below.” So, he'll probably over the next month or two, get another 200, 300, 400, 1000 people that will type the word webinar. And then you'll have another 1000 people that are interested in their sales training, does that make sense? So, his goal is to start conversations. He teaches conversion rate, because that's important, out of every 10 people that call, how many did you convert? But marketing really needs to look at conversation rate, what is the rate of conversation, so he doesn't care how many likes, how many comments you get, what he cares about on your social media, on your emails, on everything you do is how many conversations were started by that post. Me: Indeed, indeed, that makes a great amount of sense. And I guess it doesn't matter the platform, whether it's LinkedIn, or Instagram, or Tik Tok, as long as the conversation is happening, and it's being generated, and there's some buzz and word of mouth around it and there's interest. Yeah. Brad agreed, 100%. App, Website or Tool that Brad Absolutely Can't Live Without in His Business When asked about online resource that he cannot live without in his business, Brad stated that he's was going to say his phone, or Zoom. He's a believer in better levels of communication. He's a believer in high quality conversations more over low quality conversations. People like email, they like their texting, he personally thinks that a phone call or a Zoom call, obviously the highest form of communication is face to face. But he would rather have a phone call than a text message or an email, he would rather do that. And he knows that his kids, having 5 kids, he always end up in this debate. His kids text him and he's like, “Stop texting me. I don't answer your texts. You call me I'm your dad.” But if he wants a great relationship with a customer, it's not going to happen via email, it's not going to happen via texting, it's going to happen by communication at a high level, which is face to face or at least voice to voice. Books that Have Had the Biggest Impact on Brad Me: So, you mentioned that you are on your 18th book, but outside of the books that you've written, I'm sure you have read 1000s of books. So, could you maybe pick one or two that have had a great impact on you over your lifetime? It could be a book you read recently, or even one that you read a very long time ago. When asked about books that have a great impact on him, Brad shared that he could list off the last set that he just finished reading. The last seven that he just finished reading Marcus Sheridan, They Ask, You Answer, amazing marketing book. Marcus is phenomenal around it. They asked, You Answer. Subscribed, Subscribed is a phenomenal book, his name is Tien Tzuo, a phenomenal book about marketing and the future of it. And then Oversubscribed. So, there's two books, they're both on the words on subscription. So, you can imagine what he's learning about. Daniel wrote a great book on that one. Blitzscaling, another phenomenal one by Reid Hoffman, he really enjoyed that. The Membership Economy by Robbie Baxter, she's phenomenal. Just loved the work she does. The Business of Belonging, David Spinks, really cool book, really, really cool. And Building Brand Communities, that one there, Charles Vogel with Carrie Jones. So yeah, that's the last 7 books he read. Out of those, he would probably say Marcus's book They Asked, You Answer would be the top of the 7 that he just read. He reads a books a week, so he raced through a lot of books. How Has Your Experiences Been Across Different Industries Me: Now, you do travel, I imagine quite a bit, Brad, and you interface with many different organizations across different industries, across different cultures. What has been your experience, I would say, let's narrow it down to the last one to two years of customer experience. And I know it's a very general and a wide question, but we just want to get an idea of how your experiences has been across different industries, like travelling to a hotel, or airline or restaurant, or even just local stores that you may visit in your community where you live. Brad shared that what's happened is, obviously, COVID changed a lot of the way we perceive the world, it virtualized the world in a way that we would never have thought possible. And that to him, has been a phenomenal thing, the level of virtual nature of the world. He thinks that we have seen a lot of the customer service experience move to more virtualized and that doesn't make it more positive by the way, that just means it's more virtualized. The average consumer, he thinks has a little more patience at this point, not a lot more but a little more patience at this point. He lives in Las Vegas, he's in the epicentre of sort of customer service mentality, because it's a city based around tourism and Yanique's in Jamaica, in a country where tourism is very high on the agenda sort of thing. And so, in these markets, we must be customer related. And he'll give you an example of how Vegas is different. People come here to watch a sporting event, or come to a football game or a hockey game, or whatever it might be. And normally, they're used to going to other cities where the local fans hate on the new fans coming to town type thing. Well, in Vegas, they love it when other people come to town, like, “Oh, you're visiting our city. Thanks for doing that. We appreciate you paying our taxes.” They are a hospitality-based city. So, he thinks the customer service experience in Vegas. Now that being said, where he sees the customer service experience moving to is a lot of the removal of humans, if you want to scale a business, you need to remove humans from a lot of the things now, that's because in two ways. You need to remove humans where they didn't add value. So, for instance, Uber, all Uber really did was remove humans from the hiring a taxi, you remember the days when to get a taxi, you actually had to call a number, that person then gave the address to the dispatcher, the dispatcher then called all the taxis and said, who's in this area. And it took three people to get a taxi to your house, so they just removed the humans. There's a lot of areas where having a human actually detracts from the experience, it doesn't add to the experience, if that makes sense. And so, we're seeing a lot of the customer service experience removing humans where they don't add value. Me: That does make sense. And I'm so happy that when you started talking about removing humans, I was actually going to ask if you actually think there's no use for humans in customer interactions anymore, but I'm glad you gave the example of Uber and you specifically stated if the human experience or the human being there is not adding value because I do believe that people genuinely still want human to human interaction, but it depends on what service or what value as you had mentioned that human is providing. So, if you think about it, technology should be there to assist us in delivering the service. But I don't think as a society even globally, we're ever going to get to the point where humans are going to be completely eliminated from all interactions. Brad shared that no, people need people, we saw that through COVID. People at the end of COVID thought, “Oh, I'll never want to go back to an office, I want to stay working from home." And then the immediacy, immediately when we could go back to an office people like, “Oh, thank God, I could get out of my house.” It's like, “Oh, I love my spouse, but not that much. Two years locked up together was enough.” He remembers during the middle of COVID, they came down and actually spent two weeks in Jamaica, Discovery Bay and sat on the beach there and they rented a big house and just sat on the beach and had a great time. And some of his friends, he was like, “Well, if you want to come and visit us, you can, but if you feel uncomfortable, that's okay.” Everyone's like, “We're coming. We're coming.” Like, humans need human interaction. And it's interesting to see though, people going back to the workforce now the number of them who have requested cubicles as raised dramatically, because whilst they're happy to go back and be with people, they do want more privacy, because they liked the privacy of working from home too. So that's been an interesting change. What Brad is Really Excited About Now! When asked about something that he's really excited about, Brad shared that he'll give you two things. Actually. One, their charities, he has the Action Coach Foundation, they take a lot of young people through YES programme (Young Entrepreneurs Smart Start). So, they actually teach 12 to 22 year olds how to not leave school and get a job, but how to leave school and give people a job. So, rather than being an employee, being an employer. The world doesn't need more employees, it needs more entrepreneurs who give people jobs. And so, they're taking a lot of young people and helping them through that process. So that's super exciting for him. From a business side, probably because he buys into companies all the time, he's very excited, their commercial cleaning business and people like, “You're excited about a cleaning business.” Yes, he loves their cleaning business. When he originally purchased to share, it's based in Australia. And now they're opening in the US and the UK. And so, he loves watching his companies go global, he loves his businesses, geography shouldn't limit your business, especially now, especially after we've gone through this whole phase of people can do business virtually, well, they can buy from anywhere in the world right now. And so, watching that business expand into a global phenomenon is going to be a lot of fun for him. Me: Amazing. Now, you mentioned that you have a programme for young people between the ages of 12 and 22. If we do have listeners that are interested in that programme, how can they connect? And maybe sign up or be part of that process? Brad shared their Action Coach Foundation website: Website – actioncoachfoundation.org Where Can We Find Brad Online LinkedIn – Brad Sugars Facebook – Brad Sugars Website – www.bradsugars.com Website – www.actioncoach.com Me: Amazing. You mean you're really easy to find. Brad shared, could you imagine being a marketer and not having someone being able to find you on every single platform there is, jump on Amazon. Amazon has all 17 of his books available. So, Audible has his books on Audible. So, you can find him pretty much everywhere. When asked if he was on Tik Tok, Brad shared that he is, but he doesn't dance. His team asked him to do that. And he told them the story. If you think about marketing, and being true to your brand, because it's really important to be true to your brand. He had an advisor who was taking them through Pinterest, and she said, “You need to appeal to a more female audience because that's who's on Pinterest” and she kept telling him how he needed to wear certain things. And he said, “That's not who I am. That's not the way I want to be. And I'm not going to do that.” So, he told his team the story of Adele, Adele was in a marketing meeting and a young person came in and said, “Well, we need to write a song that's going to go viral on Tik Tok that people can do a dance to.” Adele left the meeting and said, “If that young person is at another meeting ever, I will fire this company as my representation.” Being truly your brand is important. So yes, he uses Tik Tok, but he doesn't do things that are not him. Quote or Saying that During Times of Adversity Brad Uses When asked about a quote or saying that he tends to revert to, Brad shared that he'll give 2, both are from the same gentleman, his name was James Rohn. Mr. Rohn said to him, he was 16 years of age, sitting in Rizman City Town Hall listening to him speak, him and about 1500 other people. And he said he things that he wrote down that he believes changed the course of his life. The first thing he said was, “Never wish your life were easier, or wish that you were better.” And it struck him because a 16 year old, you're sort of sitting there saying “Oh, I want this, I want that.” And it all about what you want. Mr. Rohn made him recognize the fact that his goal is not to want things, his goal is to get better. And he backed it up with the second statement that was, “Work harder on yourself than you do on your job.” And he remembers running down to him at the end of the event asking him to sign his notes, which unfortunately he lost in a move one time, because he had him signed them, he signed his notes and he said, “Mr. Rohn, what's one thing I can do as a 16 year old boy to make certain I'm successful in life?” and he said, “Son, it's really simple, read a book a week for the rest of your life. Not a month, not every 2 weeks, read a book a week for the rest of your life.” Today Audible reads to him, so he's very lucky. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer by Marcus Sheridan Subscribed: Why the Subscription Model Will Be Your Company's Future – and What to Do About It by Tien Tzuo Blitzscaling: The Lightning-Fast Path to Building Massively Valuable Companies by Reid Hoffman The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue by Robbie Baxter The Business of Belonging: How to Make Community Your Competitive Advantage by David Spinks Building Brand Communities: How Organizations Succeed by Creating Belonging by Carrie Jones and Charles Vogl The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
Missy Heidrick of The Next breaks down the major coaching changes as we get ready for the 2022-23 season. Which coaches left jobs (or the field) and ended up somewhere else? Who is back in coaching? What are the domino effects of those moves? And who will make the biggest impact in their new job? Learn more about your ad choices. Visit podcastchoices.com/adchoices
Matt Bonaparte and Owen Valentine discuss Syracuse basketball with football on a bye week. Who'll be starting this year? Which newcomer makes the biggest impact? How well or how poorly will they play? All that and more on your Friday episode. You can find episodes of the Locked On Syracuse podcast on Apple Podcasts, Spotify, Audacy, or wherever you get your podcasts. Please leave us a like and rating as we would leave to hear your feedback. Be sure to tell your friends if you enjoy the pod! For bonus coverage, check us out on Twitter @LO_Syracuse to interact with us throughout games, and feel free to suggest topics in the future. Underdog Fantasy Sign up on underdogfantasy.com with the promo code LOCKED ON and get your first deposit doubled up to $100! Learn more about your ad choices. Visit podcastchoices.com/adchoices
In This Episode We Discuss What are some of the factors that impact your income? What is the biggest impact on your income? This one thing can increase your income by 20%! How do you access the biggest impact on your income so that you can increase your income? Resources & Related Posts Vast New Study Shows a Key to Reducing Poverty: More Friendships between Rich and Poor Social Capital II: determinants of economic connectedness Seven Key Takeaways from Chetty's new research on friendship and economic connectedness Network Opportunity: social capital and economic mobility (video) Sign up for the email list by visiting blackandbrownmakegreen.com/subscribe. We'll send you our free '10 Step Guide to Figure Out Your Finances 'when you sign up! Disclaimer: Any discussion on our podcast is based on our opinions and personal life experiences. We offer information, not advice, and recommend you seek out a certified financial professional to discuss your personal finances or another professional for your needs. Read the full disclaimer here.
The guys are back this week with an episode that puts a fun spin on the past week's results. Ben and Garrett take a shot at handing out superlatives to teams and individual athletes based on their performances at both Paul Short and Joe Piane. Give it a listen and leave a review! Teams That Surprised The Most (3:05) Cal Poly Men (3:19) Utah Valley Women (7:39) Alabama Women (8:44) Least Surprising Team (11:06) UNC Men (11:16) Alabama Men (12:07) New Mexico Women (14:30) NC State Women (14:47) Teams We're Still Unsure About (15:20) Notre Dame Women (15:30) Villanova Women (17:32) Notre Dame Men (19:32) Montana State Men (22:29) Individuals Who's Stock Has Risen The Most (25:50) Nickolas Skudder (25:54) Eli Nahom (27:03) Everlyn Kemboi (28:39) Emmy van den Berg (29:53) Which Absent Runner Would've Had the Biggest Impact? Haftu Strintzos (31:32) Adelyn Ackley Fairley (35:54) Kelsey Chmiel (36:35) Which Teams had a Result Not Indicative of Their Potential? Utah Valley Women (38:50) Notre Dame Women (39:51) NC State Men (41:09) Michigan Men (41:44)
Self talk is where you HAVE to start. First, become aware of what you are saying to yourself in your head all day. Learn the next 3 steps to cultivating the compassionate witness and use it to take your fear with you anyway. Once you have your own back, fear is a bully who's bark is bigger than it's bite. Need help having a new conversation with yourself : To schedule your complimentary call HERE. Register For The Free Training NOW: Click HEREWhat Is The 5 Shifts Process?The 5 shifts is a system of how we learn through Awareness, Education & Growth using mindset and mindfulness principals.Reduce your desire & attachment for alcohol by unlearning alcohol, NOT by replace it with something new.
Happy International Podcasting Day! In this bonus episode you get to hear a conversation between me & my partner David.We reflect on how podcasting has dramatically changed our lives in this past year! From learning new things about each other, quitting the day job, starting a media production company, speaking on the Keynote stage at Podfest expo, and landing a TED Talk...everything has changed for us!How has going after your dreams changed your life? Be sure to let me know!Other episodes you may enjoy:Raise Your Volume So Your Voice Can Be HeardDetours on the Road Less Traveled5 Ways to Overcome the Fear of FailureListen to my other podcast: Mastering the Podcaster MindsetDM me on IG @tiphanykane Check out my website: www.tiphanykane.com-------Podcast Produced by: KaSa Media Productions
Sanja Licina is here to discuss with us all of the wonderful things that we can help you to master your customer experience. Her goal in life is to help make people happier. Most of us spend so much of our lives working and there is still a tremendous opportunity to help people feel better connected to their companies, to their colleagues and to feel passionate to make a difference with their work. So, she's dedicated her career to helping companies create a culture that employees love to be part of. She has been fortunate to travel to over 60 countries and lives on three continents. And through this journey meets the most amazing, inspirational and passionate people. Collaborating this incredibly diverse group has given her even more confidence that together she can make a difference. Those who know her are aware of her deep passion for data and technology, which will be a key to helping all of us transform the world of work. Questions Could you share with us a little bit about how you got to where you are today? Could you share with our listeners what is QuestionPro? And how does that really dove tail or fit into the whole customer experience puzzle? How does your company help customer experience? QuestionPro focuses a lot on market research. Could you share with us if your target is predominantly large companies, or let's say for example, someone has an organisation with 20 employees, but they have a pretty large customer base, would your company be able to provide services for them as well? what are some key indicators or trends that you have noticed since you're already in this space, what do you think companies need to be focusing on in order to ensure that they're really tapping into the needs of their customers? Could you share with our listeners, how do you stay motivated every day? What makes you keep going? Could you also share with our listeners, what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share a book that has had the biggest impact on you, it could be a book that you read a very long time ago or even one that you read recently. Could you share with us what's the one thing that's going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people? Where is the best place that listeners can find you online? Now, before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote, it kind of helps to get you back on track if for any reason you get derailed or just get you back on track with what you're working on. Do you have a quote like that? Highlights Sanja's Journey Me: Even though we read your bio that basically gives us a summary of what you do. But we love to hear from our guests in their own words, a little bit about how they got to where they are today. Sanja stated that as mentioned, she's had a privilege of living on three different continents. And she's actually talking with Yanique right now out of Buenos Aires, Argentina. She was born and raised in Belgrade, Serbia, and spend about half of her life in the United States. And so, for her, she's had this incredible pleasure of interacting with so many different people in her life path both personally and professionally. And so, her profession is Organizational Psychologist and she actually currently is president of a business unit called the Workforce at a company called QuestionPro. And they also have a customer experience business unit. So, in her life, she feels like she's had, again, this personal/professional intersection where she had a pleasure working for an organization that's not only helping people feel seen and valued at work, but also has this tremendous focus on customer experience. Because we're all the same thing, we don't look at the person and say, “Okay, you're an employee now. But five minutes later, you're a customer only. And then maybe you're going to be an employee, again.” We really of course, are all of these things. And additionally, no kids and parents and spouses and a million other things. So, she looks at that life experience, and she just have this huge passion for helping people be seen, and really helping organizations, whether it's from customer experience, or employee experience, understand the why behind people's behaviours and people's needs. Because when we understand that is really when we have this tremendous opportunity to provide people with better cultures, with better services, with better products, platforms, etc. So, she could go on and on, but she'll turn the mic back over. What is QuestionPro?.... How Does Your Company Help Customer Experience? Me: I mentioned in your bio, as well, as you mentioned just now in giving us a little overview of who you are, that you are attached to an organization call QuestionPro. So, could you share with our listeners what is Question Pro? And how does that really dove tail or fit into the whole customer experience puzzle? How does your company help customer experience? Sanja shared that she's had this incredible pleasure of actually about 15 years ago, being a customer of QuestionPro and using their survey technology to better connect with people who were looking for jobs, looking for different opportunities in the organization. And today, she sits on the other side, because again, her experience was so positive, as a customer that she thought she'd love an opportunity to actually join and help QuestionPro have an even wider reach and work with more organizations. And so, when it comes to customer experience again, QuestionPro has multiple different divisions, and they're also really big in market research. So, they have access to over 40 million people worldwide to really be able to understand consumer behaviours, employee behaviours, purchasing whatever it is that an organization or research institution is looking to solve. They have both the technology, the expertise, and helping them craft those questions, as well as the audience to really help them solve those challenges. And then they also have the CX and EX business units, they really work seamlessly together. CX in particular, working with organizations again, to understand how do they best connect with people that they're doing business with? How do they reach them in the point that they can get the best information around their perception of who they are as an organization, their satisfaction, and how do they interact. And then, of course, the EX part where it fills that loop because there's so much research where they see that how satisfied you are in your job, how connected you feel to the company's mission and vision that has a huge impact and how you interact with customers. So, they've really at QuestionPro look for these multiple ways to understand the world around us that as we know, is just changing faster than it ever has before. And we have every reason to believe that that's just going to exponentially accelerate, and be able to give this holistic vision of what that customer experience is, not only in a way that person interacts with a product or a platform or a brand, but really understand, again, from all of these different angles as an organization, what can their clients do better and differently to really give their customers a better experience. So, it's all very much research based, data driven and they really pride themselves on creating these very empathetic conversations. She was mentioning earlier the why, they want every person to feel seen, to feel heard, that when that conversation is happening, they really truly believe that the organization on the other end cares about them as an individual, not only about the consumer of their product. And she thinks the more data they have, and the more holistic understanding they have of that, the better off they'll be as a society and the better off each one of their clients will be. Does Your Company Target Predominantly Large Companies? What Companies Need to Focus on in Order to Ensure That They Tap into the Needs of Their Customers Me: So, QuestionPro focuses a lot on market research. Could you share with us if your target is predominantly large companies, or let's say for example, someone has an organization with 20 employees, but they have a pretty large customer base, would your company be able to provide services for them as well? That's part A of my question. And then Part B. In terms of market research, what are some key indicators or trends that you have noticed since you're already in this space, what do you think companies need to be focusing on in order to ensure that they're really tapping into the needs of their customers? Because sometimes a company offers something to a customer, but I think they're doing it for your own benefit and not necessarily what the customer actually wants or needs. Sanja stated that they are both great questions from a standpoint of what kind of organizations they work with, they actually span a very, very wide, wide range. They even have, of course, they work with larger companies. However, they even have programmes where they have free platforms, free programmes for entrepreneurs, because they believe that really stand apart experience does not only sit with the largest organizations, it's everyone that wants to really bring a unique idea to the world, to the marketplace. They all are looking to have conversations with those individuals that they're looking to serve. And the better educated, the better targeted conversation you can have, the more quickly you can iterate on your product and on the way that you interact with your consumers to really make sure that what you're bringing out there is relevant, it's timely, and that you're adjusting it based on the market needs. So, when it comes to the part A of your question, when it comes to organizations, they really work whether you have 20 employees or whether you have 200,000 employees, they work with those organizations. Now, when it comes to trends, she mentioned she an Organizational Psychologist. So, research is at the heart of everything she does. Data is what drives her decisions. And she's been an Organizational Psychologist for quite a while, so she's seen during her studies, they mostly relied on survey data to really inform their research, understand what's going on. Since then, there's been an explosion of behavioral kind of data, there's just a lot more information available for organizations to make a decision, which is absolutely phenomenal. What a what an incredible luxury for us to have. However, one of the things that she noticed a few years back is a lot of people, very boldly saying, “Well, now that we have all this behavioral data, who needs surveys anymore?” And she just thought this was even way before she worked at QuestionPro. She just grabbed her heart, and she thought, but what do you mean, these are to her, she calls it empathy at scale. It's these conversations we can have with people at scale to understand what they need, to understand how they feel, to have them feel seen and heard. Behavioral data, again, is phenomenal and she would never discount it, but when you see how a person is acting, and oftentimes she'll compare that to a personal relationship. So, for example, if her husband comes home, and he's behaving a certain way, if she's in a good relationship, would she not ask him what's going on? And she sees this behavioral data, he must have had a bad day at work, well, maybe it was his family, maybe he's not feeling well, there could be all of these different reasons. And so, a big part of the reason why she loves what they do is they provide organizations a platform to have this conversation, to have it in a very humane way. And a lot of the trends that we're seeing, and we're also trying to influence. She remembers again, back in the day, 20 plus years ago, when she was getting her PhD, a lot of times surveys, she guess, for lack of a better word, were very surgical, you would ask somebody based on your experience, how would you rate this on a scale of one to five, but there's so much more humanity that can be entered into that if you are interacting with any kind of product or platform, you're doing it for a reason. And so, that organization has an opportunity to ask you, “Hey, we know what are you looking to accomplish for this, when you chose us, what was that reason? What are maybe some of your goals that you're looking to accomplish today?” So, maybe somebody is buying a piece of makeup, and we assume that it's for something aesthetic for themselves, but maybe it was for a family member, maybe it was in a moment that they're working on self-improvement, there is so much that can be understood when you think of a person that you're interacting with, as a human, as somebody, all of us, no matter how good of relationships we have, when you sit across, she will call a table even though it's a virtual table, virtual survey, and you feel like somebody's asking you questions where they truly care about you, you'll never want to miss that conversation. And for the organizations on the other side, the amount of insights that you will get not only about necessarily a specific interaction that somebody had with one person in a store, but to open up that opportunity to have a conversation with someone and we're seeing so many changes in the market, we're seeing changes in people's behaviour. For example, she bought a piece of makeup recently, and she ordered it online. And she did so because this never happened in her life, but she lost her entire makeup bag travelling back from New York. Exactly. She was pretty calm about and she said, okay, let her think about different pieces that she needed. And she ordered something online because her schedule is chaotic and balancing her work and her four-year-old and her family and many different things. And she could have walked to the store, but she just didn't have a chance to. And so, she ordered something online, and unfortunately, they sent her the wrong thing. It happens, not big of a deal, we'll figure it out. She went to the store, they said she needed a code to change it. Okay, it was a little sad, it's going to be just difficult. She came back and they gave her an email to write to and she wrote and somebody very nice wrote back and said, “Well, we're so sorry, we made a mistake. Okay, well, here's the shipping label, if you could print it out and go to the shipping store.” And she said, “I'm really sorry, that's not going to work for me. I ordered this because I just don't have the time. And now you're asking me to go to one place print a label, go to another place and mail this, wait for it to come back home.” And they came back, and they said, “Okay, we'll make an exception.” But in some ways that was a missed opportunity for a conversation if they can know the location where she's in, so it's that behavioural data, they see that she ordered something, the solution that they provided out of the goodness of their heart didn't make sense to her. But if they took that opportunity to just ask a few questions and say, “Hey, we're looking to solve your challenge. Can you just help us understand what was the main reason you ordered online?” They probably could have given her much quicker, a better solution, without her being frustrated. So again, it's every time thinking about that individual that put trust in a brand that choose, we have so many options for everything these days. And it's so much easier to choose than it was ever before because so many things are online, so much advertising is online, so you're aware, not only are there more options, but she thinks we're aware of more options than we ever were before. To ask those like, what was the reason for something, to get to know a person a little bit better, you can start to build out that persona, and at a scale, have a better understanding of people in one to one how you have that conversation and how you collect the information will tremendously help build that relationship. You can probably tell she's very passionate about what she does, because she probably just talked for about 10 minutes straight, but she hopes it's at least a little bit helpful. Me: Of course, definitely. Everything you said was just so valuable just now, it is really paying attention and being mindful and asking the right questions. And I say all the time that companies collect so much information from us from time to time, depending on the product or service that you're engaging with. And I don't find that they're really using that data to the best, to the fullest capacity. Sometimes they even ask questions to answers that they have already. And that just goes to show that they're not paying attention to the data that they're collecting. So, it's good for you to put it in perspective like that and give us an example. Because then it really brings it home, because it's not just about saying that I took information, but what did I actually do with it? And if I was asking the right questions, based on what was happening to you with the makeup situation, you would have probably gotten a way better solution and definitely one that you would have been pleased with. How Sanja Stays Motivated? When asked about how she stays motivated, Sanja shared that she is by nature a very positive person, a very optimistic person, a happy person. But she says even given that, she has her moments where she's just tired or cranky, so we're all human. It's not easy to ride that high all the time. But to her, there are a couple of things. She thinks that first if we keep in mind that there are all of those like different cartoons about careers and staying motivated, and the path to success and this ladder. And there's one where you see a really, really long ladder, and you feel like, “Oh, I'm never going to get there.” But then you look back and you see how much you've accomplished. So, there's actually a book that she's halfway through now. It's called The Gap and The Game: The High Achievers' Guide to Happiness, Confidence, and Success and it was written by two gentlemen, Dan Sullivan, and was with Dr. Benjamin Hardy. It's a book about focusing on the things that you have accomplished more than the things that you have not accomplished yet. And it really resonated with her to the point that she was actually at the hairdresser on Saturday. And she was starting to get tears in her eyes because of the stories that they were sharing, she thought, ah, if more people can think this way, if more people can really take a step back and understand especially this happens not in the moments of celebration, right in the moments of celebration, and when something really great happens, you don't need to stay motivated, that celebration in itself might be enough. But in the moments when you just tried something, and it didn't work. And we say ah, failure is so critical to success. But it's tough when it happens, and we need to talk ourselves into a better space and that's human. But one of the things that she really loved about this book, is this reflection on taking the time and looking back at what you have accomplished in the last month, in the last year, in the last 10 years. And she thinks if we do that more as people, if we do that more systematically, each individual person will realize how much they have to celebrate, and it doesn't mean that we should not be motivated by goals, of course, that's still important. But more often than not, when we're achieving those goals, we're going to have missteps, we're going to make bets on things that we're going to be sure are going to help us and realize they didn't. And it's in those moments to take a step back and say, “Okay, but what did I do? How much of a difference have I made? How many people have I maybe helped along the way? And how much have they helped myself along the way?” Sanja thinks that is absolutely tremendously powerful. And she was actually talking with a colleague of hers, and he asked her, “Oh, but Sanja, like, do you feel like you can do that all the time?” And she said, “Of course not, that's why I'm reading this book.” She's still very much a work in progress, all of us are. But finding, seeking out these ways to really help ourselves, especially during the moments that are challenging, and she mentioned before that she does believe the world around us is changing so quickly. And what's sometimes hard about that is that things that we experimented with before are things that we've had success with before. A lot of times, the circumstances around us have changed so much that if we repeat the exact same thing, we will not get that success. So, it's not just about this mastery of oh, I have experience, I'm older and wiser. But wait a minute, 5 years, 10 years, 20 years passed, since tried the strategy, the world around me is very different. I can try it again but if it doesn't succeed, I still need to have that passion and energy to try again. So, she thinks really so much of it is about the mindset. But also people understanding that if something does happen that's not as successful as expected it to be, to give themselves some time to feel that frustration, almost like the 5-10 minutes or however long it takes of mourning, look back, reflect and then go ahead again. That's really where her mind is these days. And again, she's enjoyed this book tremendously and the mindset that it helps people develop. So, she would say that would be one of the ways that she stays motivated. App, Website or Tool that Sanja Absolutely Can't Live Without in Her Business When asked about online resources that she cannot live without her in business, Sanja shared that she was thinking about that question. And she thought as she looked at her thought phone, she thought, she has so many apps on her phone, and she has so many ways of communication. And as they were saying earlier in their conversation, she's lived in so many continents, and she has people that she loves and even more continents than where she's lived. So, to stay up on news and research and everything, it requires quite a few. But she would say the one publication that she really enjoys is Harvard Business Review, she thinks for her line of work, it's really powerful, the articles are very well thought out. It rolls into the application that she may be use the most and that's probably LinkedIn, nobody's going to sit in their chair and be like, “Wow, I've never heard of that. Well, let me write it down.” But in to her, she really likes it because it summarizes a lot of her professional interests. Of course, a lot of times LinkedIn is as good as the people you're connected with, and people that you follow. So, she tries to make a very conscious effort that if she reads books from authors that she enjoys, if they happen to be on LinkedIn, she either follows them or connect with them. She does the same for the publications that she enjoys, whether it's again, Harvard Business Review, or The Economist or any other ones. And then it's also interesting, because she has to admit that unlike a lot of other maybe social media platforms, you tend to connect with more like-minded individuals, so that's something to be careful about. She tries to proactively connect with people or follow people who maybe have different experiences than her, maybe slightly different beliefs than her because it's one place where she feels like she can get more of, she guess in her professional life more so than personal life exposed to different ideas, although more people are sharing things personally on LinkedIn, which she really enjoys. And it's one place that she can pop into every once in a while, and it increases her awareness of maybe again, books that she should read or interesting articles or different viewpoints or, to your point, what's going on around the world, what are organizations doing, what are people researching. And she also loves that it gives her a platform to share some of what she knows back. So, she probably consumes information from LinkedIn a lot more than she shares, but she tries to hold herself accountable. They do a lot of research at QuestionPro and that's one of the things. Again, she enjoys most even though really a big focus on her personal job is employee experience and working with organizations on that, she's doing a lot of market research herself. And when she finds information that she feels like she hasn't really come across this before, she thinks for somebody that's in a similar practice as she is would find this valuable, it also gives her a platform in a way to have a conversation. So, she's not just consuming the news and consuming the information, but she can also try to add value to those that she's connected with as well. And that makes her feel really good. And of course, some things she shares, she's sure some people find a lot of value and other things maybe a little less. But she loves that feeling that she can actually contribute to the society as much as she's taking back out of it. So again, she doesn't think anybody's writing this down as an application they've never heard of, they do. And she's been very conscious about how she uses it. And she has found a lot of value when she has limited time. And she can't go to all the many applications that she has, she feels like to her, especially professionally, but even personally, it adds a lot of value. Books that Have Had the Biggest Impact on Sanja Me: When we asked you how you stayed motivated, you did share one book with us. So, since you gave us one already, maybe you can give us one more book that you believe has had the biggest impact on you, it could be a book you read a very long time ago or even one that you read recently. When asked about books that have had the biggest impact, Sanja shared that she has a whole list next to her, but she'll summarize it. And if you look at a lot of the books she has today are on Kindle, because it's not as easy to find books in English in Argentina, and she's a faster reader in it. So, she has professional books, she has her what they call, quote unquote, somewhat guilty pleasures, but a lot of times they're really beautiful novels. And then they have kid development books. Today she'll share the professional ones, for the audience will be maybe the most relevant. The one that's still somewhat recent, but she just absolutely loves, in line with our conversation is Think Again: The Power of Knowing What You Don't Know by Adam Grant. The reason she says that is because there's so many people with such strong beliefs and she thinks on the one hand, it's beautiful. And she thinks on the other hand, the more effectively we can open up our mind to other people's ideas, and understand where they're coming from, the better we're going to be as individuals. And in many ways, one of the areas she's really passionate about and she focus on is diversity and inclusion. And the best way that we can really connect with others, feel compassionate, feel empathetic, understand where they're coming from, is to take the time to understand their perspective, take the time to understand where they're coming from, to her, personally, it is so incredibly fulfilling as a human. But she thinks as a humanity, the more effectively we can do that and the more effectively we can tell people why it's valuable to them, that it's not that somebody is going to talk with you to try to convince you that you're wrong. But if somebody wants to talk with you to give you an even better perspective, to give you even more knowledge, to give you a different view, it doesn't mean that you need to change your opinion. But that pretty much without fail, you're going to be a better person because of it. She thinks not only professionally, but as a humanity, the more effectively we can do that we'll be in such a better place. So, it is a relatively recent book. And it's again, one of those concepts that when you hear and maybe it's not like, “Well, Sanja, that's really earth shattering!” But she thinks how we do it, how we approach it, and she catches herself still right? Like she catches herself being so strong in some of her beliefs and she's realized over her lifetime, that there were times that she was quick to judge someone, and there were times that she would have been a better friend, a better partner, a better leader, if she would have just taken time to listen. She's gotten to the point that she's trying to very consciously be much more open minded in everything she does, sometimes she needs to be proactive about it, it still doesn't always come as naturally as she would like to, she thinks that's most things in life that we care about, we have to work on. But it's also how you approach it and how often you catch yourself that even if you believe, quote unquote, you're a certain kind of person to do some self-reflection and say, “Am I really being that person consistently? Am I really showing up for the people that I'm around, really being open minded, really rethinking my stances, from very maybe large societal things to maybe even some small things and how we run our CX and EX programmes.”So, she will just mention that one from her list. There are many more, but she thinks that was probably a good one. What Sanja is Really Excited About Now! When asked about something that's going on that she's really excited about, Sanja stated what a phenomenal question. Sanja shared that she runs a business and a lot, of course, how successful her business is comes down to revenue and comes down to the number of clients they have, and so, many times that's in North, but a lot of what she's reading about, and she's passionate about professionally and personally is how to impact those around her. And so, there are different ways that she's experimenting in being a leader first. And of course, a parent and a spouse and everything in her personal life for those people that are what she would call, for lack of better word, her first-degree connections, and comes of almost importance. When they reflect back 5 years from now, 10 years from now, she wants them to think of her as a person that had a positive influence on them. One of the things that she's experimenting with, because she gets asked a lot about herself, she gets asked a lot about her career, her passions, and a lot of her life was not conventional. And a lot of the decisions that she's made could be surprising to people around why would she make it at that stage of my life? If she made that decision, how did she still end up where she is today? How does she maintain that happiness? And so, something that she's thinking about actually have a podcast as well, where they reach a wider audience, and they talk about work related issues and life related issues. And so, one of the things she's thinking about is, how much does she want to scale out that impact? Doesn't make sense to have a broader audience? Does it make sense to try to reach more people and motivate them? Or is it not even motivate them, but make them feel confident, make them feel excited about taking risks, make them feel excited about what's possible that they maybe thought they could never accomplish. But really, truly they can. And that's one, it's a little high level, but she's just thinking about it from the sense of what's the best way to reach people in a very personal way? And like, we're saying things are changing, is it in the form of writing a book? Is it a form of continuing a show? Is it a form of videos, but her aspiration is, if any little thing that she says can actually leave people with a better feeling about themselves, she would love to be able to do that at larger scale. And so, she's just going through the process of thinking, what is that best path now? So, she will keep us posted, she doesn't have all the answers yet. It's a little bit of an experimentation time, but that's something that she's been reflecting on recently. And she's feeling more and more passionate about, so she thinks that'll be somewhat of her next big project. Where Can We Find Sanja Online LinkedIn – Sanja Licina Twitter – @SanjaLicina Quote or Saying that During Times of Adversity Sanja Uses When asked about a quote or saying that she tends to revert to in times of adversity or challenge, Sanja shared you won't be surprised based on the books that she was just mentioning. And some of what keeps her motivated, it changes over time and it changes based on what she's experiencing at the moment. Right now, one that really resonated with her and again, this is personal and professional is, “Be thankful for you are now and keep fighting for where you want to be tomorrow.” Me: Oh, very nice. Very simple. Very nice. I'm a big gratitude buff so it's nice to hear that the quote is actually has some level of gratitude in. I have a gratitude app that I write stuff in daily and I actually have a gratitude journal and a gratitude jar. So gratitude is something I practice consistently, I think it really helps. I think as human beings, we complain a lot about what we don't have and what we want, we're not satisfied with where we are. But if we do take time, I think to be grateful and thankful for where we are and what we do have, I believe that more will abound onto us naturally. Sanja agreed, absolutely. I love that. And she loves that, that's one of her aspirations, like where you're mentioning, like journaling and writing that down…I'm very much a work in progress when it comes to that, she doesn't do it consistently. But she knows that there's tremendous value there. And she thinks to Yanique's point, there are so many things happening around us that we can find ourselves saying, “I'm not good enough, I'm not doing this enough, I don't have enough money.” There's so many not enough's that it just an every single person, no matter where they are in their journey, have so many things that they can be grateful for, even during times of real hardship, when she thinks finding that is even more important and even much more challenging than during the days that the things are going well. She thinks the more we can instill that in ourselves, the easier it's going to be and to her, she catches herself every day she needs to move forward, every day she needs to accomplish something, while a day is 24 hours, it is not a whole lot of time to really do something significant. And so, she thinks if we can continue to reflect back, while we continue to build, it's going to give us in those moments, like we were saying where it's like, ah, I feel like maybe I'm falling short, giving us that energy to really fight through whatever adversity we have, or whatever challenges, it's just going to be that much more powerful. So, she loves that Yanique does that very, very proactively and very intentionally. And she hopes that for people who are listening that inspires some more of them to do that as well, because she knows it's so incredibly valuable. Me: Yeah, it is amazing. Thank you so much, Sanja. We just want to say thank you so much for taking time out of your very busy schedule, for hopping on this podcast with us today. And sharing all of these great gems and nuggets that I know our listeners are going to scoop up once they get the opportunity to listen to it first-hand. I know for sure I totally enjoyed this conversation and I just wanted to express my immense gratitude to you for sharing all these wonderful nuggets with us. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links The Gap and The Gain: The High Achievers' Guide to Happiness, Confidence, and Success by Dan Sullivan and Dr. Benjamin Hardy Think Again: The Power of Knowing What You Don't Know by Adam Grant The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience! Big RYG Customer Success Leadership Summit October 12-13, 2022 Washington DC Sign Up
Do you have a habit or ritual in your life that makes a huge, positive difference in your day and in your life? I certainly have a few that I do almost every single day because the juice is worth the squeeze. But as you continue to develop new healthy habits, there are a few research-backed ground rules that can help get you started. Catch today's podcast for the top 5 rules that, when followed consistently, can make a huge impact on your energy levels, metabolism, and general well-being–and learn: My top habits and rituals for a better life An epic resource to help you level up your game in every way The best drink swaps When and how to snack When to stop eating for the day and why What to do after dinner that will dramatically improve your life The one exercise you should be prioritizing Mentioned in this Episode: Hormone Relief Summit – Get Registered for FREE (Seats are Limited) 14 Hormone-Loving Foods Guide – FREE when you register for the Summit Gluco Support – The Blood Sugar-Balancer Additional Resources: Top 10 Self-Care Rituals for Today's Woman Health Hack: The One Thing Every Woman Should Do After Dinner Episode #414: The Best Time to Intermittent Fast During the Day to Boost Your Metabolism and Balance Your Blood Sugar Episode #399: 5 Easy Snacks that Won't Spike Your Blood Sugar
“As an industry we can go from seriously being part of the problem to leading the solution. We're the final piece of the machine slotting into the climate movement, speeding up solutions. But we cannot be doing that whilst we're also serving the destruction. We can't do both. And that tension is growing every day.” When we heard Solitaire's Ted Talk, ‘Are ad agencies, PR firms and lobbyists destroying the climate?' (which has almost 1.8million views), we were keen to pick her brains and share her wisdom. Co-founder and Chief Solutionist at Futerra, (a title she switched from CEO to in line with her mission to be part of the solution), Solitaire has been championing sustainability in advertising and marketing since 2001. So we were thrilled when she accepted our invitation to have a chat about Industry X, climate change, brainprint, her story and impact so far, climate science, Race to Net Zero and her predictions and projections. In this podcast there's a lot we unpack - Solitaire is very clear that marketing, advertising and communications has indeed been a part of the problem - and now we have a significant opportunity to lead the transition. And we explore the practicalities of what that looks like. As well as being a highly creative and successful business woman, Solitaire is also a self confessed climate geek. Her position in understanding the climate science alongside a deep awareness of the industry has led her to sit on many key advisory bodies. Solitaire clearly explains the United Nations backed, Race to Zero initiative, how businesses can join the race to climate change, pledging carbon reduction commitments, in the same way countries have done via The Paris Agreement. This leads us to talk about the scopes of the carbon responsibility - and we touch on Scope 1, 2 and 3. Scope 3 being the one including the entire value chain - encompassing Brainprint. We go on to talk client disclosure reporting and transparency - and potential levels of discomfort some businesses have in revealing those. We also discuss the practicalities of carbon reduction - carbon impact calculations, offsetting, insetting, carbon removals and destruction. Like we said… there's a lot we cover. It's a wonderful conversation - and Solitaire brings that wonderful balance of understanding both the industry and the science. One thing Solitaire is absolutely clear on… “Marketing, communications and creativity is one of the industries that is going to make the transition to a low carbon economy faster and more efficient. All we have to do it change our minds!” And you'll love the closing quick fire 3 questions and answers. Solitaire's Ted Talk is here: Visit Futerra. Great article here too: You'll find the Podcast on all the usual pod platforms - and if you love it, do share it and spread the word. Talking about climate change and the role we play is one of the most important things we can do. So join the conversation. We're all in this together. Our podcasts are recorded purely via online conferencing platforms, we apologise for any minor sound quality issues.
NFL analyst Daniel Jeremiah discussed wild ending of Broncos & Hawks, how Chiefs & Chargers match up, Cowboys bad Oline & backup QB options, O'Connell's coaching debut & the special Justin Jefferson.
Abner is currently the founder and CEO of SameSky Health, a cultural experience company. Most recently he received the Joseph R. Biden, 2022 Presidential Lifetime Achievement Award. He sits on the boards of many nonprofits, including Manifest MedEx and California Black Health Network. Abner has a very distinguished public service record - He served alongside Massachusetts Governors Paul Cellucci and Jane swift from 1997 to 2002, was appointed by President George W. Bush to be in the Presidential Advisory Council on HIV and AIDS in 2001. He also served as a chairman of the international sub-committee and was also part of the Biden Harris campaign policy committee. His experience in HIV AIDS led him to become a founder and executive director of AIDS Responsibility Project, where he created the first business councils on HIV AIDS in Mexico and Jamaica. He started his career as a Bain consultant.Learn more about Abner:- Website - LinkedIn- TwitterTop 3 Lessons:1. Develop an eye and an ear for opportunities, the best ones are not created by you, and they often show up clouded and disguised2. The healthcare market is not a normal market, you've got to follow the money3. To achieve big things, you need to invite others to join you by relentlessly talking about your big bold authentic vision in the most passionate wayEpisode website URL:https://www.howiechan.com/blog/podcast-abnermason-ep4Ways I can help you:Subscribe to Healthy Brand Mondays: 1 branding lesson every Monday in your inboxDownload free brand strategy guides Work with me
Adham Beydoun and Jeff Iafrate recap the final episode of Hard Knocks with the Detroit Lions, share their takeaways from the entire series and preview the upcoming season. Adham and Jeff also share their thoughts on the Michigan Quarterback situation, what it means for the program and their thoughts on Michigan moving up to No.4 in the Top 25 AP Poll. Adham and Jeff also release their NFL Power Rankings, along with giving their 2022 NFL Divison Winner predictions.#DetroitLions #HardKnocks #WoodwardSports #Lions #OnePride #Michigan #NFL #NFLNews 00:00 Lions Hard Knocks Finale Recap16:00 J.J. McCarthy Set to Take Michigan to NEXT Level?30:30 Adham & Jeff Release their NFL Top 10 Rankings47:50 Lions Building a Winning Culture? Time to Believe?1:00:20 Adham & Jeff Release their NFL Division Winner Predictions1:16:30 Breaking Down New AP Top 25 Poll1:28:40 Which Lions Newcomer will have Biggest Impact?1:40:00 QB Comparison: Jalen Hurts vs. Jared Goff1:48:30 MailbagWatch Our Shows Live on YouTube 7 Days a Week!Morning Woodward Show | Monday-Friday 8am-10am Big D Energy | Monday-Friday 11am-1pmErmanni and Edwards | Monday-Friday 2pm-4pmWoodward Heavyweights | Monday-Friday 5pm-7pmFollow The Woodward Sports Network!Twitter: https://twitter.com/woodwardsportsTikTok: https://www.tiktok.com/@woodwardsport...Instagram: https://www.instagram.com/woodwardspo...Facebook: https://www.facebook.com/WoodwardSports/Download Our App for Apple: https://apps.apple.com/us/app/wsn-liv...Download Our App for Android: https://play.google.com/store/apps/de...
Minnesota Vikings expectations for the 2022; finally an offensive-minded head coach; Which Vikings rookie wins team rookie of the year; Can the Vikings win the NFC North? It's the latest episode of Vikings Vent Line!
Today's Co-Hosts: Ben Criddle (@criddlebenjamin) Subscribe to the Cougar Sports with Ben Criddle podcast:Apple Podcastshttps://itunes.apple.com/us/podcast/cougar-sports-with-ben-criddle/id996764363Google Podcastshttps://www.google.com/podcasts?feed=aHR0cHM6Ly93d3cuc3ByZWFrZXIuY29tL3Nob3cvMTM2OTkzOS9lcGlzb2Rlcy9mZWVkSpotifyhttps://open.spotify.com/show/7dZvrG1ZtKkfgqGenR3S2mPocket Castshttps://pca.st/SU8aOvercasthttps://overcast.fm/itunes996764363/cougar-sports-with-ben-criddle-byuSpreakerhttps://www.spreaker.com/show/cougar-sports-with-ben-criddleStitcherhttps://www.stitcher.com/s?fid=66416iHeartRadiohttps://www.iheart.com/podcast/966-cougar-sports-with-29418022TuneInhttps://tunein.com/podcasts/Sports-Talk--News/Cougar-Sports-with-Ben-Criddle-p731529/
Art Harrison is the Co-Founder and Chief Growth Officer at Daylight. He's an experienced entrepreneur and leader with over 20 years of experience developing and delivering production grade solutions. With a background in computer science and software development, Art was previously Vice President at iNTERFACEWARE and previously founded MXD Communities in 2001. Questions Could you share a little bit about your journey, how did you get to where you are today? Could you tell us a little bit about Daylight? And what Daylight does and how Daylight is helping their customers achieve their goals? Could you share with us how is it that consumers or organizations are able to increase their overall customer satisfaction and brand loyalty by offering positive and engaging Omni channels CX at scale? Could you share with our listeners what low-code is for those listeners who are not familiar with that? And why do you believe it's disrupting the CX landscape? You're in the CX space, as well as the design space, could you share with us maybe one or two things that you've seen emerge in the last few months that you will see as an ongoing trend, at least for 2023 in this space? Could you also share with us what is the one online resource, tool, website or app that you absolutely can't live without in your business? Could you also share with our listeners maybe one or two books that have had a big impact on you, it could be a book that you read a very long time ago, or even one that you've read recently, but it still left a great impact on you. Could you also share with us what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. Where can listeners find you online? Now, could you also share with our listeners, do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get you back on track if for any reason you get derailed. Highlights Art's Journey Art shared that like most people, it's been an interesting journey, it's not one that he would have mapped out in advance. But he'd say he's always been passionate about using technology and building things. And he thinks that's been really the guiding principle of his career. So, he started off very entrepreneurial in the social networking and online dating space when he was in university. And really what he found from that led him to marketing and ultimately led him back to being a founder again, here at Daylight. And it was just a passion to build things that people want to use, and to find ways to delight customers and end users along the way. And even though his career has spanned technical and marketing and other kind of lanes, the common thread has always been, “What do people need? And how can we make their lives better and delight them along the way?” And so, it's been an interesting journey. But he's always excited about where it's going to lead him next. About Daylight – What Does Daylight Do and How Daylight Helping Their Customers Achieve Their Goals Art said absolutely. And kind of an interest of this podcast, Daylight is kind of in the space of customer experience, in that they're a platform that helps large enterprises primarily, but really any organization that knows how they want to improve the experience they're providing, not just to their customers, but to their employees as well. And they're a platform that allows them to rapidly design, build and deploy solutions that really touch on that interaction between people and process. So, the simplest example he can give you is the TurboTax type of example, where you have the IRS and the United States, the CRA in Canada, any other tax agency, they have a business process, but it's a terrible process for most people to interact with. And TurboTax and the tax industry exists to create a better on ramp that'll guide people through that process in a way that's intuitive to them and is the way they're used to working with other solutions, not just paper forms and addendums. Daylight is a platform that lets organizations build that kind of an experience for any interaction that their customers or their employees are having and to do it at scale across the entire organization. So, they're touching more places, and then proving that experience at every interaction that people are having with the business and their services or processes. How Organizations Increase Their Overall Customer Satisfaction and Brand Loyalty by Offering Positive and Engaging Omni Channels CX at Scale Me: Now, one of the areas that we would love to discuss with you, as we have you on our podcast is could you share with us how is it that consumers or organizations are able to increase their overall customer satisfaction and brand loyalty by offering positive and engaging omni-channels CX at scale? Could you share a little bit about that with us? Art shared that it's a broad question, but he does think there's a lot of ways. Part of the thesis and a hypothesis when they were starting Daylight was this understanding that most organizations are primarily invest in the major touchpoints that they have with their clients. So, you think about any lifecycle of a client, there's the research and acquisition phase or the signup phase, whatever you want to call it. So, how are we going to bring this customer in and most people are investing a lot of money to try and make that experience as pleasant as possible. And then there is the renewal or upsell phase, a lot of investment goes in there. But everything that happens in between that is actually what leads to their satisfaction, their probability of churning or abandoning or leaving that organization and so when you can start thinking about what are all the ways that they need to interact with us, it may be that they're just looking for information, they're looking to change some basic information about themselves, their family, their account. And so, when you start thinking about how do we improve the CSAT scores or the NPS for the employees, it's really looking and saying, “Okay, we know we've got the book ends really well.” But there are dozens of times where that friction, they're leaving friction in place, or they're creating friction for someone just to talk to someone to understand, “Hey, can I change the payment date that I have?”or “I've just got married, I want to update some of my information so that my family is included in my account.”or whatever it may be. When they can look at that and say, “What are all those touch points? How can we make a bigger impact and improve the experience across all of those areas?” And furthering that to like, how do they want to have that experience? It's one thing to say we're going to make everything available online and self-service and there is a core group of customers that care about that. But you need to also think about, well, sometimes there's a lot of information there, or it's someone that doesn't want it, they just want someone to take care of it for them. You have to look at the entire lifecycle and all of the interaction points and find ways to create a more natural experience in any of those. But one of the key things that they talk about at Daylight when they're talking with customers, is changing this mindset of, “I have a business process, I have something that I want to accomplish and so I'm going to push it on to the customer in the way that I need it for them to give me their information.” So, you think about a bank, they have a process for anything, you want to open a new checking account, this is how they need the information. And historically, they would even if they were digitizing it, they take their process and put that online. But that's not how we think, as consumers, we don't think about their business process, we think about the outcome we want to have or the experience. So, you have to kind of evaluate all of those touch points from the perspective of the person doing it and try to make those improvements. What is Low-Code and Why is it Disrupting the CX Landscape? Me: Now, in preparing for this interview, I noticed that when you were introduced, it was introduced that you were a good candidate to speak about how low-code is disrupting the CX landscape. Could you share with our listeners what low-code is for those listeners who are not familiar with that? And why do you believe it's disrupting the CX landscape? Art shared that typically, a low-code, it can mean a lot of things for a lot of people but the simplest description of that is historically, anything that you were building new, a technical task required software developers, designers, people on the technical side of the spectrum, to understand your needs, and build that solution for you to the best of their understanding. And what low-code does is it changes the paradigm so that by reducing the technical bar to build new solutions, you're shortening the distance between the person who actually knows the problem, and most likely even knows what the solution would be. And that solution getting built. So, low-code exists in just about any category, any industry, he'll think of some brand names he has no affiliation with but, whether it's GoDaddy or Squarespace, or any website builder, 10 years ago, 20 years ago, you had to learn HTML, you had to learn how to code a website. Now, you can go on to a low-code solution where you're dragging and dropping and building something that is professional grade, that looks amazing, that works on any device, that's low-code transforming, who can build websites. And when you think about the experience realm, whether that's digital experiences, the employee experiences for someone that works in a branch, the tools that are going to make your call centre more effective, any area that typically was relying on a service like an integrator or an SI, or a technology team within their own organization, they were waiting in the queue, depending on the size of their budget to get work done, they might have to wait months and months, they get something done eventually, but it's not what they wanted. Low-code really changes that because now that person that is on the front line, who knows this is where it's always problematic with a customer, “I wish that I could just automatically do these couple of tasks or I wish I knew what to do when they said that they want to purchase this product or change their account in this way.”They understand that problem and low-code empowers them to build if not 100%, 80%, 90% of their solution directly, and keep changing it when they actually use it in the field. And so, it just means the iteration, the time to value and the bar or the barrier to making these better experiences is dropping. And that means you're going to continue to see improved experiences that are really meeting the needs of employees and customers across all kinds of organizations. Me: All right, so basically making things more accessible to the average person. And I guess it really boils down to as you were saying, as I was listening to you, it really boils down to, I believe, also ensuring that everybody can have access to do the exact thing. When you were speaking just now, I was thinking of Canva. And I was thinking of back in the day, if you wanted to do a flyer or some form of publication for marketing or advertising, you typically get a graphic artist or even an advertising agency who have the talent in house to get it done. But I mean, you can become your own designer with Canva, they've made it so easy. And I thought of that when you're talking about making the design process and the coding process so easy. Art stated that that's a perfect example. And he'll tie it back, again, he spends a lot of his time talking to these large enterprises that literally have 10s of 1000s of processes that are happening across the organization and insurance company has all different types of claims and policies and managements and call centres and issues that they're dealing with. The bank has branches and wealth products and everything else, they have so many. And going back to that TurboTax analogy, a lot of them are stressful. Like doing your taxes is inherently a stressful thing. You're worried if I do it wrong, am I going to get audited? Am I going to make a mistake? You kind of feel adversarial, like the person that I'm providing this information to doesn't actually have my best interests at heart. When you can take all of those processes and reduce the cost to actually make something that's more intuitive, more delightful, you're enabling the people on the business side who know that we can improve the experience, our satisfaction scores, to make that improvement. You're improving the lives of the people that need to provide the information in. As he said, often stressful experiences, it's like taking a test, you're really changing the dynamic of what can be addressed, how easily, how cost effectively it can be and then dramatically changing the types of experiences that can be built, you can take something like taxes, and turn that into something where it's more conversational. “Hey, did you change jobs this year?” “Great. Tell me about your new job.” “Did you get married?” “Great, there might be a tax benefit for you.” You took something that was previously just here, fill out box 66 and made it into something that now feels like, “Hey, this is working with me, this is a very different emotion, a very different experience that I'm interacting with this organization or this business process.” In the CX Space and Design Space, What Are Things That Have Emerged in the Last Few Months that Will be an Ongoing Trend in 2023? Me: So, we're approaching pretty much the end of 2022, I can't believe that we're almost in the final quarter of the year, like it just started. And you're in the CX space, as well as the design space, could you share with us maybe one or two things that you've seen emerge in the last few months that you will see as an ongoing trend, at least for 2023 in this space. Art shared that for him, and he's only one perspective and as he says to his own clients, the clients of Daylight, he's in the vendors mindset. So, as much as he works hard to stay neutral or to be very open and really help people find the best solution for them, regardless of his organization, he still only sees it from his perspective, so always a grain of salt. But what we are seeing, not just in the last couple of quarters, but really for the last few years, particularly during the pandemic, it's escalated, and it continues to grow, no one is stopping work on the customer experience. But some of the same teams and technologies and approaches that people have really heavily invested in to improve customer experience is shifting to include a lot more on employee experience. As we've all been remote as we have, as consumers, we are seeing these better experiences, it's really hard to have an amazing experience shopping online or interacting with your Robo Advisor account for your investments, and then going to work and using the worst technology or being stuck to deal with terrible processes, terrible communication channels. So, we're seeing a really increasing push on the need to improve employee experiences to do their job, whether they're directly supporting customers, or whether they're doing internal things, HR, anywhere else. Because it's becoming essential to retain the teams that you have, people just don't want to, they have the flexibility to work anywhere, because the barriers of geography are kind of breaking down. So, the importance of improving the quote, unquote, customer experience of your employees seems to be always increasing and we're really seeing some exciting changes to how people are supporting their teams across the board. App, Website or Tool that Art Absolutely Can't Live Without in His Business When asked about online resources that he cannot live without in his business, Art shared that that is a tough one, he would say it's not a glamorous tool by any means but for him, it is probably, he would say any video conferencing. For him, he spent so much time just talking to people, understanding what their objectives are, what their goals are, whether that's his team, whether that's their customers, whether it's just peers in the industry. And if they didn't have access to that, and the ability to still make connections, even when they're geographically dispersed or kind of on locked down with a pandemic. He feels like this last couple of years would have felt really isolating, he wouldn't have made the connections and the growth that he's made personally, professionally with his team. So, there's a lot of other way cooler tools that he uses kind of in with his marketing brand, or his technology brand. But if you took away his ability to just connect with people, see their faces and still build meaningful connections, he doesn't know what he would do. So, he thinks that still to him is the most valuable app. Books that Have Had the Biggest Impact on Art When asked about books that have had the biggest impact, Art shared that he's going to give a weird one here and it's just because he consumes a lot of information. A lot of it is articles and long form. But there's a book, when you asked him that there's a book, a professor recommended when he was young, and this is not for everyone to read. But it made a big impact on him just opening his eyes in the numbers way. So, it's not about CX or UX, but there's a book called the One Two Three…Infinity: Facts and Speculations of Science (Dove Books on Mathematics) by George Gamow. And it was a computer science professor that at the time basically said, “If you can read this and understand this, then I want to work with you on some side projects.” So, it became a motivation for him to just expand what does infinity even mean? And for him, the keener in him to want to get in the good graces of that professor. So, that just had a big impact on him. And his wife actually recently purchased that one for him, because he had talked about it. Something that I had read in my university days. Then the other book that comes to mind, and he's just beginning it right now. And he's had it on his shelf for a long time, someone handed it to him before, it's called The Book of Business Awesome/The Book of Business Unawesome by Scott Stratten. So, that's another book, he can't see the impact it's made on him yet but that's next up that someone has recommended, and he's going to be reading next. What Art is Really Excited About Now! When asked about something that he's excited about, Art stated that one of the things he's really excited about, well, he's always excited about his family. He's got two kids that are going through transitions of kind of where they are in life. They did their first year away at a sleepaway camp this year, they're in middle school, one of them is in middle school. So, the keeping up with them, his son actually recommended a podcast to him, a business podcast, he's 11 years old, that he's actually loving. He's really excited about the changes of, they're giving him interesting things that are stretching his mind now. So, that's pretty cool. And one of the things, he's excited about, it's a little cheesy, but they made a big investment at their organization in a communication framework. It's kind of under a selling framework. It's a little plug for the group there called The Value Selling. What he really likes about it is it really gives a framework for how to have conversations, to understand where people want to go, what's stopping them from getting there? And then what they believe the solution would be and how to attach to that. Now, usually that's used to sell or to do better by your clients and be aligned, he's really excited about what it's been doing for his organization, for the one on ones. Something he's wanted to get better at is how does he mentor and provide one on ones and coaching to the team? And using that same framework of them saying, where do I want to go? You want to be promoted? You want to get to this point in your career? Well, what's stopping you? And what do you think you could do to further that, and then being able to have them know where they want to go and support them is putting a lot more direction to the one on ones he's having. And he's really excited about how that's going to make him a better manager, a better leader, and how he's going to help the people on the team that he directly interacts with get where they are ultimately wanting to be in their lives, because that's what breeds a great culture, a great team, and just great people across the board, whether they stay with them or not. So, he's really excited about that. Where Can We Find Art Online Website – www.daylight.io LinkedIn – Art Harrison Quote or Saying that During Times of Adversity Art Uses When asked if he has a quote or saying that he tends to revert to, Art shared that he does and he's going to overshare a little bit. It's not a famous quote, it just comes from his dad, and he's the third Art or Arthur, the third, his son is now the fourth. They've been the Harrison family line, they've kept that tradition going and just from an early age, his dad would just kind of like no matter what adversity they were in, no matter what they're going through, he's like, “Don't worry, it would either be intermix, you're either a Harrison or you're an Art, it's going to work out, and it's going to be fine.” And it's not that he was some wild success, it's just that he really managed stress well, and just knew that life would work out the way that it was supposed to. And it really just embedded in his DNA. And so, whether it's the hardest day, professionally or personally, whether he's struggling with something, whether he's excited about something, it's just in there, and it's kind of repeating in his brain all the time that like, it doesn't matter if it's going to work out, he's going to prevail. And he would say just to anyone listening, like that was the same philosophy even when he had the new-born babies, he and his wife were stressing about they're not sleeping, he just had that same mantra, it's going to work out, he's going to figure out what it is that's making this baby upset and he's going to prevail. And so, that simple phrase of like it's going to work out is what drives him and it makes you be willing to take on any challenge, knowing that at the end of this, there's a solution. It's going to work out even when it seems like it didn't work out, that is it working out, it's still leading you where you needed to be. So, that is the kind of quote or mantra that is always with him. Me: I love that, amazing. And I think at some point in our lives, we all need to kind of give ourselves those kinds of affirmations. Because life can become overwhelming and daunting and sometimes it does feel like all the doors are closing around us. But if you do have that mindset, as Rhonda Byrne from The Secret says, “Thoughts become things,” then if you believe it's going to work out, it will work out. Art agreed that it will and it really lets you look differently at the things that seem to be the roadblock or seem to be the setback is that it's still going to work out, he doesn't know how yet, but he then tends to look back at all of those negative points and know that he wouldn't be where he is today if he hadn't been there. So, you change your perspective on everything when you just know that it's working out the way it ideally can. To him it is his superpower because it really does make everything seem possible. Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links One Two Three…Infinity: Facts and Speculations of Science (Dove Books on Mathematics) by George Gamow The Book of Business Awesome/The Book of Business Unawesome by Scott Stratten The ABC's of a Fantastic Customer Experience Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience! Big RYG Customer Success Leadership Summit October 12-13, 2022 Washington DC Sign Up
CBS Fantasy expert Jamey Eisenberg discussed the importance of mock drafts, which RB's to avoid, top rookie WR and RB's, which new HC has biggest impact on fantasy and top sleepers.
On today's DNVR Buffs Podcast, Jake Schwanitz updates you on the shocking developments coming out of Nebraska's football program, which incoming trasnfer players will have the greatest impact on CU's 2022 season and an update on CFB conference realignment Learn more about your ad choices. Visit megaphone.fm/adchoices
Gabe Ikard and Teddy Lehman bring you the latest news with OU football by discussing the latest news from OU training camp including notes from the scrimmage and a discussion about what true freshmen will have a big impact this season (2:44). In the “National College Football Roundup,” they break down Casey Thompson and Quinn Ewers being named starters, the Big Ten media rights deal and an important development regarding OU's future schedule in the SEC (39:22). Teddy and Gabe give their “Winners/Losers of the Weekend:” Roquan Smith, Urban Meyer, Leon Edwards, Alex Bennett, Will Zalatoris & Tom Brady (1:01:18). ·Use promo code ‘ted' for 10% off at https://opolisclothing.com/ ·Follow us on Twitter: https://twitter.com/OK_Breakdown?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor ·Follow us on Instagram: https://www.instagram.com/ok_breakdown/?hl=en Learn more about your ad choices. Visit megaphone.fm/adchoices
In the second hour of today's show Andy & Randy talked about the non-QB NFL players that have the biggest impact on their teams on the heels of the Chargers making Derwin James the highest paid safety in the league. Later in the hour the guys were joined by Falcons Analyst Dave Archer before Brian joined the show for "Big Deal, Small Deal, No Deal."
Luke and Lorenzo Alexander discuss which inside linebacker for the Cardinals could make the biggest impact this season and AJ Green's reunion in Cincinnati. See omnystudio.com/listener for privacy information.
Luke and Lorenzo Alexander discuss which inside linebacker for the Cardinals could make the biggest impact this season and AJ Green's reunion in Cincinnati. See omnystudio.com/listener for privacy information.
Mitch Comstedt walks us through the 9 Enneagram Types and how each of us brings leadership gifts as well as pitfalls to the workplace. The more we know about ourselves, we can maximize those gifts, and limit the setbacks we fall into. Mitch is a certified Enneagram Coach and offers helpful insight into each Enneagram Types. Enneagram Resources: ROAD BACK TO YOU https://www.amazon.com/Road-Back-You-Enneagram-Self-Discovery/dp/0830846190/ref=sr_1_1?keywords=road+back+to+you+enneagram+book&qid=1651165990&sprefix=road+back+to+y%2Caps%2C127&sr=8-1 WHAT'S YOUR ENNEATYPE? https://www.amazon.com/Whats-Enneatype-Essential-Guide-Enneagram/dp/1592339522/ref=sr_1_1?crid=281SQ7JPOQ5WV&keywords=enneatype&qid=1651166042&sprefix=enneaty%2Caps%2C102&sr=8-1 THE 9 TYPES OF LEADERSHIP https://read.amazon.com/kp/embed?asin=B01N7KKJHC&preview=newtab&linkCode=kpe&ref_=cm_sw_r_kb_dp_78K2CZHPHBTFA4CEJGGN ASSESSMENTS https://www.truity.com https://tests.enneagraminstitute.com https://www.crystalknows.com/enneagram-test Also, if you'd like to consult with Mitch Comstedt to coach your organization, check out www.ennealeadershipcoaching.com --- Send in a voice message: https://anchor.fm/rocky-unscripted/message
Dr. Fred Moss is a holistic Physician, Restorative Coach, Podcaster, Psychiatrist Expert, Witness at Welcome to Humanity with Dr. Fred Moss. Dr. Moss arrived on Earth on March 01, 1958 and from that very second has been earmarked to be a healer. The family he was born into, was in chaos, and in many ways was counting on his arrival to bring health and wellness back into balance. Little Freddy had his hands full and over the next 6 decades, he has made it his business to bring healing to the world around him, not only to his family and friends, but to the community and world at large, what a journey it has been. Questions Could tell us in your own words a little bit about your journey? Could you share with us as an organization, maybe one or two things that you can do as leadership in an organization or putting in place some form of programme to support team members where mental health is concerned in order to strengthen the customer experience? If there was one thing to do immediately to assist ourselves when we're feeling out of balance. What would you suggest that one thing would be? Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you also share with us and I'm sure you've read many, many books across your lifespan, especially in the field that you are in, but maybe one or two that have had a great impact on you, it could be a one that you read a very long time ago, or even one you've read recently, that you'd like to share with our listeners? Could you also share our listeners what's one thing that's going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge you'll tend to revert to this quote? It kind of helps to get you back on track if for any reason you get derailed or get off track. Do you have one of those? Highlights Dr. Moss' Journey Me: I know we read a little bit about your journey. And I didn't read your entire bio. But if you could tell us in your own words a little bit about your journey, I know your bio, the part that I did read did indicate that you have been doing quite a bit of work since you landed on Earth. And so, could you just share with our listeners a little bit about how you got to where you are today? Dr. Moss shared that it has been a long strange trip. It's been a little over 64 years now and young at heart for sure. And there's lots of work to do. He arrived on that March 01, 1958 with the whole idea of being counted on to bring joy and pleasure and love and reconnection to that family. And for the first couple years, he probably did pretty good until his brothers got annoyed and irritated with him, he had two brothers, still do who 10 and 14 years older than him. And they taught him how to be precocious. They taught him how to read and write and do math, even before he arrived in kindergarten. Because when he arrived there, he was ahead of the class, he was doing things that most of the kindergarteners didn't want to do, he was like interested in flashcards and books and stuff like that. He was also bored, so he became a class clown, there's nobody in elementary school, no teacher he ever had who certainly ever forgot him as a student. Because what he was really interested in more than anything, he thought school was going to show him how to communicate, he loved the way that his parents and his brothers communicated with each other, he could just watch him from the playpen. And he knew that there was something special in the world of sharing ideas with each other and he really wanted to learn how to do that become a master of communication. But low and behold, elementary school was not a place to learn that and he thought, “Oh, maybe the bigger kids, Junior High.” And when he got there, it was even worse. He thought, “Okay, High School.” and then that would be even worse, all you had to do is sit down and regurgitate what the teacher said, and that they would call you a good student and move you ahead. And he just thought that was so absurd. Eventually, he went to college and with the whole idea again, he went to the best college he could possibly think because he loved their football helmets and that was a University of Michigan. And he went there and again, was kind of disillusioned with the idea that what he really had to do was just follow what the professor said and say whatever they wanted him to say and then pass, that wasn't open discourse and that's what I really wanted. So, he dropped out of college and he did what any self-respecting American dropout would do in the late 70s. He had boarded a Greyhound bus and went all the way to Berkeley, California so that he could learn, just figuring out who he was. He had a great summer in Berkeley, but realized he didn't have a job and not much of a future. So, his mom convinced him to come back and try school one more time. He came back, there was a new field that was just growing, you might have heard of it, it's called Computer Science and the only computer that was there in Michigan was happened to be at the University of Michigan. So, it was a two-acre facility, he spent his day and night there, pulling up batch cards like punch cards and then hoping that the batch would run and he did that for a little while until he realized that wasn't going to work, so he dropped out again. This is when the story starts getting interesting because in 1980 when he dropped out, his mom, again convinced him that she should probably get a job. And I thought, yeah, making some money so he could buy a car so he could go around the country and figure out what his life is about made some sense. So, he started working at a state hospital for adolescent psychiatry, State House Psychiatric Hospital for adolescent boys. And that's where really his journey in some ways with this whole idea of mental health began. On January 05, 1980, he began that job and he was a communicator, he knew that he could communicate with these kids and then when they communicated and connected as human beings, well, healing took place in all directions, not just for them but for him as well and maybe even for the people around them. Like treating these people like they were just people and not sick kids who are defe