Podcasts about customer centric

On this episode of the Customers First Podcast, I engage in an enlightening conversation with Dustin Jensen, the founder of AIA System, a pioneering venture in the realm of AI applications. We delve deep into the nuanced world of customer experiences and how AI can serve as an essential ally in creating memorable interactions. He emphasizes that AI is not the flashy tool many perceive it to be, but rather an invisible co-pilot poised to enhance our workflows through subtle, intelligent interactions. Dustin elaborates on the importance of integrating AI within organizations, noting that many companies are still grappling with the implementation process. This is not merely about adopting technology for technology's sake; it's about enhancing the customer journey and streamlining operations to ultimately boost productivity and satisfaction. As our conversation progresses, we turn our attention to the healthcare industry, where Dustin highlights how AI can relieve the burdens of administrative tasks, allowing professionals to dedicate more time to their patients. The aim here is not to replace human interaction, but to elevate it, ensuring that healthcare providers can focus on building meaningful relationships with their patients. We also tackle the fears surrounding job loss due to AI, emphasizing the necessity of human involvement even in increasingly automated processes. Dustin reinforces the idea that AI is about augmenting human capabilities rather than replacing them; it enables people to focus on more substantial, value-driven tasks, thus fostering a more collaborative environment between humans and AI. Towards the end of our conversation, we discuss strategies for building customer-centric cultures that embrace AI while steering clear of disruption. Through this dialogue, we demystify AI and explore how it can serve as a bridge to enhanced customer experiences without sacrificing the vital human touch. This episode ultimately paints a picture of a collaborative future where technology and human talent work hand-in-hand to create magical experiences for customers.   Dustin's Contact Information: Website: https://aiasystem.com LinkedIn: @dustin-jensen   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!  

Episode web page: https://bit.ly/43Gxevp ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience (CX) leader Tabitha Dunn to discuss the intersection of empathy, artificial intelligence, and change management in building truly customer-centric organizations. Drawing on her executive experience leading CX and digital transformation at global brands, Tabitha shares actionable insights for business leaders navigating innovation and AI implementation—without losing sight of the human element. Listeners will learn why beginning with an "empathy tour" is essential, how to avoid common pitfalls in transformation initiatives, and why governance and usability must be balanced in any AI strategy. Plus, she shares how CX leaders can broaden their influence by becoming fluent in cross-functional collaboration, change management, and business impact storytelling. Topics Covered: The Empathy Tour: Why leaders must deeply understand employee and customer perspectives before initiating change. AI with Purpose: How to evaluate AI technologies through the lens of real human needs—not hype. Governance Meets Usability: Balancing privacy, personalization, and user experience in AI-driven systems. Cross-Functional Buy-In: Tips for engaging finance, IT, and product teams in CX-driven transformation efforts. Skills for Modern CX Leaders: Why CX professionals should add sales training, change management, and project management to their toolkit. Avoiding Common Missteps: The three most frequent reasons transformation initiatives fail—and how to prevent them. Tabitha to the Rescue: How Tabitha steps in to course-correct projects that are stalling or misaligned. Resources & Links: Tabitha on Linkedin (https://www.linkedin.com/in/tabithadunn Stage 2 Capital (https://www.stage2.capital Bobby on LinkedIn (https://www.linkedin.com/in/bmeixner Learn more about Insights Unlocked: https://www.usertesting.com/podcast

On this episode, I am joined by Chris Gillen, a distinguished leadership advisor, coach, and speaker who has dedicated his career to fostering cultures of trust and accountability in organizations. We delve into the central themes of his latest book, "The Villain Trap," which explores how blame undermines leadership and erodes the foundation of effective team dynamics. Chris, with over 35 years of retail experience, shares valuable insights on how individuals, knowingly or unknowingly, can become the villains in their leadership narratives. Chris recounts his transition from running large retail operations to coaching startups, providing a unique perspective on cultivating a culture of empowerment and ownership in workplaces. His phrase "the blame bubble" encapsulates the moment when leaders fail to take accountability for their actions, often leading to detrimental consequences for team morale and organizational culture. Through his personal anecdotes and professional journey, Chris underscores the urgency of recognizing this issue to prevent it from spiralling into a poisonous atmosphere within teams. As we delve into the mechanisms of blame and villainization, Chris outlines the five distinct stages of the villain trap, starting with the initial trigger of discomfort that leads to the victim reflex and ultimately to the emotional justification of villain creation. This cycle illustrates how leaders and team members can distort reality to avoid taking responsibility. Chris emphasizes that true leadership is about shifting perspective from finding blame to seeking collaborative solutions, actionable ownership, and mutual understanding. This conversation not only explores the challenges of leadership but also inspires a broader dialogue about accountability, emotional intelligence, and leading with authenticity. By offering actionable advice and a compassionate perspective, Chris encourages leaders at all levels to reflect on their impacts, both personally and communally, in fostering a culture that prioritizes empathy over villainization.   Chris's Contact Information: LinkedIn: @chrisgillen Link to Book Website: The Villain Trap   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

How do successful product leaders balance technology, customer needs, and business strategy in a rapidly changing retail environment? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Foot Locker Head of Product Avery Worthing-Jones will be speaking on the evolving landscape of product leadership and innovation. Avery shares unique insights from leading product teams through transformative periods like the pandemic and the rise of AI, offering a candid look at building high-performing, diverse product teams that drive real business value.

The greatest companies are the ones with the happiest customers.To create happy customers, you need to be customer-centric.Every company believes they are customer-centric. But while a great company keeps the happiness of their customer in the center of their thoughts, the average company puts their customer in the center of the cross-hairs of a rifle scope.Great companies ask, “How can we give our customers the buying experience that they would prefer?” They work at removing the friction from the customer experience.Average companies ask, “How can we get our customers to give us more money, more often?” Average companies tells their marketing teams, “Sales is just a numbers game. Bring us twice as many leads and we'll make twice as many sales. You bring'em in. We'll close'em.”But no matter what those marketing teams do, a decreasing number of people will respond to their ads. A negative customer experience drives customers away faster than marketing can bring them in.Do you want to see what real customer-centric thinking looks like?A client of mine recently wrote this email and sent it to all the people who work in his company. He forwarded it to me only as an afterthought.SUBJECT: Pricing Reflection — Serving the Everyday Working AmericanTeam,Today I had a realization around some of our pricing. I'm all for setting prices that protect our margins and keep the business strong – but I'm equally committed to making sure we have price point items that the everyday working American can actually afford.Let's take a simple example: a toilet. Right now, most of our toilet installs are priced over $1,000. If we assume the median household income is $85,000, divided over 26 pre-tax paychecks, that's $3,269 per check. A $1,000 toilet install is over 30% of that paycheck. That's significant.We need to remember who we're here to serve – the nurse, the police officer, the office worker, the firefighter. These are people raising families, keeping their homes together, and doing the best they can. We cannot price them out of basic service. If we do, we risk not only losing today's job – but any future relationship with that customer.Let me be clear: I'm not trying to run a low-margin business.But I do want to make sure we have real options for real people. Today's pricing structure on some of these essential services is a barrier – not just to customers, but to our own techs who are trying to present them.Because of this realization, I immediately asked Jacob to find a toilet that we could install at a price point of $699. Well, guess what – we found one today. And we're bringing it in and adding it to the price book at $649.This one change will give our team more confidence to present a basic toilet option. What I've heard from Will – and it's been consistent – is that this has been a never-ending battle. Technicians don't feel comfortable presenting a $1,000 toilet to customers, especially when many of them wouldn't pay that themselves. That lack of confidence translates to lower conversions and frustrated customers.This reminds me of what we went through in HVAC when we had no system options below $15,000. We lost installs constantly – not because we weren't good, but because we didn't have a simple, no-frills option for people who just needed heating and air. Once we corrected that, we started closing more jobs and rebuilding our pipeline.We need to apply that same logic here. During times like this, let's price effectively so we can keep building our customer base and generate revenue day by day. When the tide turns – and it will – we can always maximize margin percentage where appropriate.There's an opportunity here. We can maintain strong...

"Discover how AI can enhance customer journeys while respecting privacy and preferences"This session explores how marketers can use AI to drive personalisation while remaining transparent, fair, and compliant. We cover practical strategies, recommended tools, and real-world use cases across the customer journey. The aim is to balance commercial success with customer trust.AI is customer-centric when it adapts to individual needs, behaviours, and preferences without compromising autonomy or privacy.It focuses on increasing relevance and efficiency while upholding fairness and transparency.Key priorities:Respect customer intentUse data responsiblySupport rather than manipulateWhy Ethical Personalisation MattersAccording to Cisco's Consumer Privacy Survey, 81% of people are concerned about how businesses use their data.Customers now expect personalised experiences, but also expect clear control over their information.Personalisation without ethics reduces trust, increases opt-outs, and risks legal penalties.More content like this at Cambridge Marketing College http://marketingcollege.com

Pod-fessions of a founder's pup, Vergola, while taking a walk with mom, a startup founder and content entpreneur. Because who could talk our life better than our own pups? [#StopWhining audio toolkit]

On this episode of the Customers First podcast, I'm joined once again by Amy Kehs, a seasoned brand strategist and communication expert focused on enhancing the visitor experience in museums. With over two decades of experience in public relations, Amy has developed a deep understanding of how to foster meaningful connections between institutions and their audiences, particularly in the wake of the disruptions caused by the pandemic. In our discussion, Amy introduces her recently published ebook, "Building Connection in a Noisy World," which serves as a practical guide for museums striving to improve visitor engagement and retention. The book offers actionable insights and strategies to encourage repeat visits and cultivate lasting community relationships. Amy emphasizes the importance of seeing visitors not merely as one-time attendees but as potential lifelong advocates who will return and share their experiences with friends and family. We explore the concept of museums becoming community hubs, where they can forge strong connections with visitors. Through engaging anecdotes, such as the loyalty fostered by a favourite restaurant and the 'Cheers' effect, Amy illustrates how consistent, welcoming experiences can create a sense of belonging. She encourages institutions to embrace local partnerships and community events, creating traditions that invite people back again and again. A significant portion of our conversation revolves around the necessity of clear and consistent storytelling. Amy stresses that museums must clearly articulate their unique missions and values so that visitors understand their significance beyond the walls of the institution. This clarity not only makes their messaging more memorable but also drives engagement and fosters advocacy. Moreover, our dialogue highlights the critical role of the visitor experience—how the journey begins long before anyone walks through the doors. Amy outlines the need for a meticulously crafted digital presence as the first touchpoint, setting the stage for an impactful in-person experience. From effective signage to follow-up communications, she underscores the importance of every aspect of interaction in shaping visitor perceptions and fostering loyalty. As we wrap up, Amy imparts valuable advice to museums and businesses alike: building relationships doesn't require a hefty budget; it involves a commitment to community engagement and clear communication. Her book is described as not merely a textbook but a living resource filled with real-life applications that can be utilized to nurture relationships and enhance the overall customer experience, no matter the industry. Amy's Contact Information: Website: www.amykehs.com LinkedIn:  @amy-kehs-communications E-Book: https://www.lovemymuseum.com/ebook   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

What are the secrets of transformative product leadership? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Checkr Chief Product Officer Ilan Frank will be speaking on driving customer value through innovative product strategies. Ilan shares his 28-year journey from engineer to product leader, revealing how companies can balance rapid innovation with meaningful customer solutions.

On today's Legally Speaking Podcast, I am delighted to welcome back to the show Curt Sigfstead. Curt is the Chief Financial Officer at Clio. Curt has a wealth of experience in financial planning, accounting and investment banking. His expertise in financial leadership and understanding of SaaS and fintech is a valuable asset to Clio.So why should you be listening in? You can hear Rob and Curt discussing:- Clio's Customer-Centric and Strategic Growth Approach- Curt's Deep Financial Background and Transition to Operator Role- Evolving Role of a CFO at a High-Growth SaaS Company- Clio's Strategic Vision and Scalable Global Expansion- Significance and Impact of Clio's Series F FundingConnect with Curt here - https://www.linkedin.com/in/curtsigfsteadOur Sponsor, Clio - https://www.clio.com/uk/

Today's interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting Amazon's Innovation Framework to Work for You, why Amazon uses it, the five principles of the PRFAQ, where and how it can be applied and what to expect when you are creating your first one. This interview follows on from my recent interview – Lush's Journey: Balancing Innovation, Empathy, and Customer Care – Interview with Naomi Rankin of Lush – and is number 542 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

On this episode of the Customers First Podcast, I welcome back Angie Robinson, a valued member of our Customers First family and a leadership development facilitator. Angie shares her rich background and journey from a successful corporate HR career to establishing her coaching business focused on empowering leaders through self-awareness and development. With over 25 years of experience in HR across various industries, Angie emphasizes her passion for people development and the importance of honing in on what brings joy and impactful results within organizations. We dive deep into Angie's insights on the pivotal role of self-awareness in effective leadership. As we explore the framework she introduced in previous episodes, we focus on her three keys to leadership magic: Character, Confidence, and Connection. Angie articulates how self-awareness serves as the foundation for these principles, allowing leaders to understand their strengths, weaknesses, and intrinsic impacts on their teams. The conversation shifts to the specifics of each key. First, Angie discusses Character as the core of self-awareness, underscoring the importance of understanding one's values, beliefs, and behaviours. She reflects on how this self-reflection can unveil blind spots and lead to intentional decisions that enhance leadership effectiveness. As we delve into Confidence, Angie challenges the misconception that seeking support for self-doubt equates to weakness. Instead, she advocates for a grounded trust in oneself despite uncertainties. She highlights the inner dialogues that can hinder our confidence, encouraging listeners to recognize and confront these limiting beliefs. Finally, we wrap up with Connection, which Angie emphasizes as a fundamental human need and a critical component of authentic leadership. She explains how meaningful relationships with ourselves and others foster trust and psychological safety in the workplace. By connecting deeply with both ourselves and our teams, we create an environment that promotes collaboration and shared growth. Angie concludes with a strong reminder of the importance of integrating these three keys into everyday leadership practice, suggesting that they're interconnected and reinforce one another. This episode not only expands on how to cultivate impactful leadership but also challenges listeners to reflect on their practices and commit to personal and professional growth. Tune in to gain actionable insights and hear Angie's unique perspective on creating a culture where leadership development thrives.   Angie's Contact Information: LinkedIn: @angiekrobinson Instagram: @angierobinsoncoaching Website: angie-robinson.com   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

How can media companies reinvent themselves in the age of AI? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Bloomberg Media Global Head of Product Marissa Zanetti-Crume shares her insights on building customer-centric media products. She reveals how Bloomberg is transforming its approach by prioritizing audience needs and leveraging data to drive innovation and growth in a rapidly changing media landscape.

On this episode of the Customers First podcast, I have the pleasure of speaking with David Sauers, co-founder and CEO of Royal Restrooms, a company redefining the portable restroom industry. We delve into David's journey, exploring the pivotal moments that led him to transform what was once considered a functional necessity into an experience that enhances any event. With a focus on creating luxurious, climate-controlled restroom trailers adorned with stylish interiors, David's vision was shaped by a personal moment involving his children that highlighted the pressing need for an elevated restroom experience at events.   David candidly recounts the frustrations with traditional port-a-potties and how those experiences catalyzed innovation. Competitive advantages, such as climate control and aesthetics, swiftly turned Royal Restrooms' offerings from a niche product to an expectation at high-end events and weddings. He demonstrates a profound understanding of the importance of customer experience, emphasizing that the quality of restroom facilities can significantly affect guests' overall enjoyment and willingness to stay longer at events. David points out that their trailers have exceeded customer expectations, leading to lasting loyalty among their clientele.   Throughout the conversation, we explore the challenges of innovating within an industry that has long been dominated by outdated perceptions. David reflects on the monumental effort required to change mindsets and illuminate the potential for an improved event experience through superior restroom facilities. His insights remind us that every detail contributes to an event's ambiance, proving that even something as commonplace as a restroom can be a conversation starter.   We also touch on David's leadership philosophy and entrepreneurial vision, where he advocates for a willingness to embrace change and disruption as integral to business success. He articulates the importance of persistence and belief in one's vision, emphasizing that even no's from investors can lead to transformative pathways if one remains committed. His advice to fellow innovators—keep pushing forward, keep iterating, and always stay connected to your vision—resonates powerfully.   Tune in to discover how Royal Restrooms sets a new standard in customer experience within the event industry, and glean invaluable insights that can help elevate your organization.   David's Contact Information: Website: https://www.royalrestrooms.com LinkedIn: @DavidSauers Instagram: @davidsauersjr   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson    Thank you for tuning in, and I look forward to having more valuable conversations together in the future.   Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

eCornell has joined forces with our longstanding enterprise partners at AT&T to explore together what truly drives team performance. We're joined by AT&T's Katie Keser, Assistant Vice President, Technology, with Unified Front Door who, among other things, will bring insights on leadership and emotional intelligence from her perspective at AT&T. And on the Cornell side, we've got Professor of Management Robert Bloomfield from the Cornell SC Johnson College of Business, who, as a longtime friend and Keynote guest, has always offered unique perspectives on organizational systems and accountability.We're going to examine both the human and structural elements that make teams successful, and our guests will likely challenge some common assumptions you may have about how teams actually work. Follow eCornell on Facebook, Instagram, LinkedIn, TikTok, and X.

Whether you're a podcaster, entrepreneur, or business leader looking to grow smarter—not just faster, this episode is your blueprint for aligning strategy with impact.https://visionedgemarketing.com/

On this episode of the Customers First Podcast, I engage in a deeply insightful conversation with Jaime Raul Zepeda, a Workplace Culture Architect and Executive Leader. Jaime brings a wealth of experience in enhancing employee engagement and cultivating high-performance environments. We delve into the connection between cultivating a people-first culture and driving business success, exploring how organizations can maximize their potential through strategic people-centric practices.   Jaime shares his journey into this field, sparked by a transformative reading of Dan Pink's "Drive." He emphasizes the importance of making work a fulfilling experience since we spend more time there than anywhere else. We discuss the domino effect of workplace culture on overall happiness and fulfillment, affecting employees and their subsequent interactions in their personal lives. Jaime's passion for fostering environments where people thrive radiates as he outlines his experiences at notable organizations like Great Place to Work and LinkedIn, which ultimately led to his current role in Best Companies Group.   We shift our focus to what a redesigned employee experience could look like. Jaime passionately advocates for a holistic view encompassing the triple bottom line: people, profit, and planet. He challenges leaders to remember that focusing solely on profit can lead to disengagement and high turnover rates. Instead, he asserts the importance of feeding the people within the organization to maintain engagement and commitment. Citing the importance of dignity and fairness, Jaime insists that leaders must prioritize their people's fulfillment to excel in business truly.   Throughout our conversation, we explored the misconception that employee happiness is synonymous with engagement. Jaime argues for a deeper understanding of growth and fulfillment, emphasizing that real challenges, rather than mere perks, lead to meaningful employee commitment. He invites leaders to invest thoughtfully in their people, fostering growth that stimulates pride and mastery rather than temporary satisfaction.   We further examine how organizations can cater to diverse employee motivations by distinguishing between those who seek rapid career advancement and those who prefer steady growth. Jaime explains the importance of personalized development paths tailored to the individual's desires and goals, reinforcing that genuine growth leads to a stronger organizational culture.   Jaime and I tackle the common pitfall of senior leaders focusing too heavily on top performers while neglecting the rest of their teams. He encourages a balanced approach to leadership that equally values all employees, asserting that fostering a culture conducive to everyone's development will fortify the organization against future challenges.   As we conclude, Jaime reminds us of the integral link between employee satisfaction and customer loyalty. He encourages leaders to actively engage with their teams to understand their needs and expectations better. Our discussion leaves listeners with a powerful reminder that adopting a people-first mentality is not just a feel-good approach but a strategic imperative leading to increased organizational success. Jaime's insights are invaluable for any leader looking to create a thriving workplace culture that sparks employee engagement and customer loyalty.   Jaime's Contact Information: LinkedIn: @jaimezepeda Website: https://jaimeraulzepeda.com   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson    Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

HighlightsGoogle Cloud's AI Revolution and Customer Success (00:10)Renner talks about how, for Google Cloud, delivering great outcomes for customers must come before achieving returns. Efforts are underway to push brainpower and expertise directly to customers, while simplifying the sales process by infusing more industry-specific knowledge. Customers are focused on realizing tangible business outcomes with AI.Google Cloud's Ecosystem and Partner Ecosystem (02:02)Google Cloud is the fastest-growing company in the Cloud Wars, achieving $12 billion in revenue last quarter. A sharp focus on business outcomes, paired with a robust ecosystem of expertise, is credited for this success. Renner discusses Google Cloud's partner ecosystem development under Kevin Ichhpurani, president, global partner ecosystem. Growth across the partner ecosystem, including SIs, ISVs, and boutique functional experts, remains a key driver of momentum.Customer Success and Innovation at Google Cloud Next (03:46)Innovation and customer success were on full display at Google Cloud Next in Las Vegas, with major product launches and enthusiastic customer testimonials. Marking his two-year anniversary, Renner reflects on how AI has accelerated customer success' evolution. The volume of customer stories and advocacy is proof of exceptionally high engagement. Many customers have already moved beyond experimentation into full production.Customer Mindset and Business Outcomes (06:09)Today's customers are reimagining what's possible through AI, marking a profound shift in mindset. Renner talks about the eagerness and commitment of Google's engineering and consulting teams to work side-by-side with customers. As customers become more sophisticated, they are increasingly focused on identifying business impact and making strategic investments. A collaborative and creative problem-solving approach is central to how Google Cloud delivers value.Budget Shifts and Business Engagement (07:37)AI adoption is driving a major shift in spending away from traditional IT control toward broader enterprise engagement. Renner notes that while business engagement has always been important, AI has accelerated the breakdown of old barriers across industries. Teams are approaching go-to-market strategies more mindfully. Verticalization and deep industry focus have become essential in driving business outcomes.Ecosystem Growth and Customer Demand (11:17)Google Cloud's ecosystem continues to expand, with ISVs and SIs playing an increasingly critical role. Renner points to partnerships with Salesforce, ServiceNow, and others as key to expanding Google Cloud's reach, building credibility, and scaling to meet growing customer demand. The expansion of regional SIs is equally important, ensuring global customer needs are met effectively.Google Cloud's Growth and Market Position (13:23)Renner attributes Google Cloud's leadership as the fastest-growing company in the Cloud Wars to its focus on customer business outcomes. This strategy has fueled new customer acquisition, a growing sales backlog, and sustained high demand. AI is transforming how Google Cloud engages with customers, driving growth across every product line and deepening its market position.Leadership and Team Enabling (15:35)Under the leadership of CEO Thomas Kurian, Google Cloud has made extraordinary strides in customer success and growth. Renner praises Kurian's passion, energy, and clarity of vision. A major focus remains on providing field teams with the right assets, tools, and alignment to be successful. The addition of new talent to oversee the customer experience journey, reflects Google Cloud's commitment to strengthening its leadership bench.Final Thoughts and Future Plans (18:32)Renner shares his appreciation for the opportunity to reflect on Google Cloud's strategic focus and achievements. The interview closes with a reaffirmation of the AI revolution's significance and Google Cloud's central role in shaping the future of business innovation. The outlook is positive.Google Cloud's central role in shaping the future of business innovation. The outlook is positive. This episode is sponsored by Google Cloud.---The content displayed on the platform is the intellectual property of Acceleration Economy. You may reuse, republish, or reprint such content with attribution: Content by cloudwars.comAll information posted is informational purposes. Should you decide to act upon any information on this website, you do so at your own risk. While the information on this platform has been verified to the best of our abilities, we cannot guarantee that there are no mistakes or errors.We reserve the right to change this policy at any given time.  

Any Dumbass Can Build a Great Culture: Leadership Lessons from WD-40's Garry RidgeEpisode DescriptionIn this compelling episode of the Relentless Customer Leader podcast, host Dr. Chris Brown sits down with Garry Ridge, former CEO of WD-40 Company and author of "Any Dumbass Can Do It." During his remarkable 25-year tenure as CEO, Garry transformed a simple product into a global powerhouse spanning 176 countries, growing the company's market cap from $300 million to $3.6 billion.Garry reveals the leadership philosophy that drove this success: creating a tribal culture where people feel they belong, matter, and can make choices without fear. Discover how reframing "failures" as "learning moments" and transforming "managers" into "coaches" helped build an organization where 98% of employees globally said they loved to tell people they worked for the company.Whether you're leading a small team or a multinational corporation, you'll gain practical insights on balancing compassion with accountability, measuring cultural health in today's dispersed workforce, and creating environments where people can deliver their "personal magnificence." This episode delivers a masterclass in customer-centric leadership that drives both cultural and financial results.Show NotesKey Topics Covered00:46 - The origin story of WD-40 and how it got its iconic name02:19 - WD-40's unfair market advantages and unique positioning strategy04:14 - Garry's new book "Any Dumbass Can Do It" and its provocative message06:30 - Building a "tribe" versus a traditional workforce09:43 - Transforming failures into "learning moments" to eliminate fear12:12 - Balancing being "tough-minded and tender-hearted" in leadership14:08 - How culture directly impacts financial results and business performance18:03 - Measuring cultural health in modern, dispersed workforces22:09 - The story of Garry riding a horse in armor into Times Square24:46 - Maintaining humility in leadership ("Even the queen sits down to pee")27:22 - Navigating cultural differences in global business33:26 - The four corners of CEO responsibility and the loneliness of leadership36:00 - Personal leadership development and embracing "dumbassery"39:56 - Building psychological safety through trust and reducing fearNotable Quotes"Life is about maximizing learning moments. Failures turn into successes if we look at them that way.""Great leadership is a balance between being tough-minded and tender-hearted.""Culture is not a microwaveable event. It takes a crockpot approach.""A great economic outcome is the will of the people times the strategy.""In organizations, most people don't lie. They fake and hide. And the reason they fake and hide is because of fear.""Have a heart of gold and a backbone of steel.""Even the queen sits down to pee." (On staying humble as a leader)Resources MentionedBook: "Any Dumbass Can Do It" by Garry RidgeWD-40 CompanyAbout Garry RidgeGarry Ridge served as CEO of WD-40 Company for 25 years, growing the market cap from $300 million to $3.6 billion. An Australian native who relocated to the US, Garry transformed WD-40's organizational culture by focusing on creating a tribal environment where people feel they belong, matter, and can learn without fear. He currently coaches CEOs and is dedicated to helping leaders build cultures of belonging "where love, forgiveness, and learning inspire a happier, more connected world."Connect With UsWebsite: https://relentlesscustomerleader.transistor.fm/LinkedIn: https://www.linkedin.com/in/christopherlbrown/Twitter/X: https://x.com/marketculture Subscribe to the Relentless Customer Leader podcast on Apple Podcasts, Spotify, Google Podcasts, or wherever you get your podcasts.

In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan, founder, and CEO of Rocketlane, a customer onboarding platform. Sri discusses the origins of Rocketlane, including the community they built before launching the product, and the birth of Rocketlane. They also talk about the importance of collaboration and marketing in the SaaS industry. Sri emphasizes the importance of consistency in the customer journey, particularly during the onboarding phase, and how it can impact customer success and lead to better outcomes. They also discuss Rocketlane's approach to marketing and community building.___________________________

  On this episode of the Customers First Podcast, I had the privilege of speaking with Joshua Hart, an expert in conflict management and communication training. With nearly two decades of experience, Joshua has honed his skills in helping organizations navigate complex interpersonal dynamics. We explored the transformative journey that led him to specialize in conflict resolution, beginning with his early aspirations to become a marriage counsellor influenced by his family's background in ministry. However, he soon discovered that his true calling lay in helping groups and organizations tackle their communication challenges, leading him to pursue advanced education and certification in dispute resolution. Joshua shared some pivotal experiences from his career, including moments that sparked his passion for proactive conflict management. One key anecdote involved witnessing a heated confrontation between senior managers, highlighting the need for a better approach to communication and a framework for addressing conflict within organizations. This experience solidified his transition from radio, where he spent 14 years, to focus on conflict resolution," driving his motivation to develop communication strategies that foster understanding and resolution among divergent viewpoints. We delved into the significant changes that digital communication and social media have introduced to conflict dynamics. Joshua voiced concerns that the reliance on technology can diminish the human connection essential to effective conflict resolution. He emphasized that while digital tools can simplify searching for information, they cannot replicate the emotional intelligence that comes from face-to-face interaction. The conversation highlighted how understanding one's audience and recognizing different communication styles are vital for effective leadership, especially across generational divides in today's workplaces. Throughout our discussion, Joshua provided valuable insights into bridging generational gaps within teams by actively seeking feedback on preferred communication methods. He proposed actionable steps for leaders, including creating an open dialogue where team members can express their needs and frustrations and ensuring that multiple avenues for communication are available. The notion of being a "fire marshal" instead of a "firefighter" resonates throughout his philosophy; effectively preventing conflicts before they escalate is essential to fostering a productive workplace.  As we wrapped up the episode, Joshua shared his belief in authentic connections and is eager to continue helping individuals navigate their challenges. This episode offers a treasure trove of insights for leaders aiming to cultivate more effective collaborative environments, reinforcing that empathy and proactive engagement are crucial for organizational success.   Joshua's Contact Information: Website: joshuahartconsulting.com LinkedIn: @mrjoshuahart   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson  Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

In this episode, Dottie Chalmers Cutter interviews John Isaacson, CEO of Lee Auto Malls. John shares his journey from a summer job in the car business to leading one of Maine's largest auto retailers. They discuss leadership, innovation, and resilience during economic downturns. John reflects on mentoring, customer care, and the future of the auto industry, including electric vehicles and smart technology.

 This week's episode of Win The Hour, Win The Day Podcast interviews, Brooke Sellas. Are you tired of posting on social media and getting no real results?Join us as Brooke Sellas shows how to stop wasting time and start real conversations that lead to real customers. In this eye-opening talk, you'll learn:-Why storytelling alone isn't enough to sell your services.-How to use simple conversations to connect with your audience.-The easy way to create content that people actually care about.Why followers don't matter if they aren't buying.How to get more sales by focusing on engagement, not likes. Get ready to see social media in a whole new way!This will change how you post, connect, and sell—forever!  Win The Hour, Win The Day! www.winthehourwintheday.com  Podcast: Win The Hour, Win The Day Podcast  Facebook: https://www.facebook.com/winthehourwintheday/LinkedIn: https://www.linkedin.com/company/win-the-hour-win-the-day-podcast  You can find Brooke Sellas at:Website:  https://brookesellas.com/Company website: https://bsquared.media/LinkedIn:  https://www.linkedin.com/in/brookebsellas/ #ConversationalMarketing#CustomerEngagement#KrisWard

In Season 10, Episode 16 of the Remarkable Retail Podcast, hosts Michael LeBlanc and Steve Dennis open with a deep dive into the latest turbulence in the retail world. They tackle the U.S. administration's wobbly trade policies, slowing home sale, and rising inventory risks stemming from ongoing tariffs. They also dissect challenges facing the luxury sector, with Kering posting disappointing numbers and growing concerns around the Saks/Neiman Marcus deal amid financial instability. Meanwhile, Barnes & Noble bucks the trend, announcing 60 new stores in 2025, reinforcing that physical retail remains far from dead.The second half of the episode features a compelling live interview from Shoptalk in Las Vegas with Neil Tenzer, Vice President, Customer Loyalty, Insights and Engagement at Tractor Supply Company (TSC). Neil provides a masterclass in building a robust loyalty program with real impact. He shares his unique journey—from a Nordstrom associate to a strategy consultant to a senior executive at TSC—and how these experiences shape his approach to customer engagement.Neil walks through the evolution of Tractor Supply's Neighbors Club, which now boasts over 39 million members and accounts for 80% of company revenue. He highlights how spending time on customers' properties—understanding their lives firsthand—informs everything from reward program design to personalization strategy. Neil also discusses how TSC thinks differently about loyalty economics: rather than banking on reward breakage, they aim for full reward utilization to deepen customer engagement.Listeners get a firsthand look at TSC's approach to micro-segmentation, omnichannel loyalty, and personalization efforts that bridge online and in-store experiences. Neil offers insights into experimental tactics, the application of agentic AI for personalization, and the cultural commitment at TSC to putting the customer first—literally in every loyalty and personalization decision. The episode closes with Neil's advice to fellow retailers. About NeilNeil Tenzer is Vice President of Customer Loyalty, Insights & Engagement at Tractor Supply Co. where he is privileged to lead the Neighbor's Club - one of the largest and fastest growing loyalty programs in retail! With 38+ M members and $12+ B in sales, the program leverages robust analytics and data science to connect each customer with the most compelling marketing and uniquely relevant offers. Neil has 20 years of experience employing data and analytics to lead multinational organizations through growth and turnaround strategy across the healthcare, consumer, and retail spaces. Neil holds a Bachelor's Degree in Business Economics from Indiana University and an MBA from the University of Oxford. About UsSteve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling authro of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fourth year in a row, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

On this episode of the Customers First Podcast, we delve into leadership with Jim Carlough, an accomplished business strategist and author of "The Six Pillars of Effective Leadership: A Roadmap to Success." Drawing upon over thirty years of professional experience, Mr. Carlough asserts that effective leaders are cultivated through deliberate practice and mentorship. He recounts his early leadership journey, which commenced with his election to public office following his collegiate education, emphasizing how a pivotal question from a city manager regarding integrity profoundly influenced his ethical framework for leadership.  Mr. Carlough underscores the critical role of mentorship, observing emerging leaders thrive with appropriate guidance, whereas those lacking such support will likely encounter challenges. In his book, he delineates the "Six Pillars of Effective Leadership," with integrity as the fundamental element. He further elaborates on the importance of compassion and empathy, highlighting leaders' need to support their team members actively. Additional traits such as focus, stability, and humour are also discussed, illustrating how these characteristics enhance team dynamics.  The episode culminates with reflections on assessing leadership effectiveness through indicators such as low employee turnover rates and high levels of commitment. Mr. Carlough advocates for ongoing engagement and mentorship, encouraging current and prospective leaders to invest in their personal development and that of their teams, thereby fostering an environment conducive to growth and success within their organizations.   Jim's Contact Information: Website: jimcarlough.com LinkedIn: @jimcarloughms Instagram: @jimcarloughmotivation Book Link: The Six Pillars of Effective Leadership   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

Este conteúdo é um trecho do nosso episódio:” #296 - Jeitto: transformando a experiência do cliente em vantagem de negócio”. Nele, Mirelle Hampel, Diretora de Operações no Jeitto, desmistifica crenças sobre experiência do cliente e revela como a fintech utiliza métricas como contact rate para tomar decisões estratégicas. Além disso, ela compartilha como dashboards preditivos ajudam a antecipar problemas e como manter uma estratégia centrada no cliente em constante evolução para se adaptar às mudanças do mercado. Ficou curioso? Então, dê o play! Quer conversar com Os Agilistas? É só mandar sua dúvida/sugestão na nossa página do Linkedin ou pelo e-mail osagilistas@dtidigital.com.br que nós responderemos em um de nossos conteúdos! Nos acompanhe pelas redes sociais e assine a nossa newsletter que chega todo mês com os assuntos quentes do mundo dos negócios através do site. Os Agilistas é uma iniciativa da dti digital, uma empresa WPPSee omnystudio.com/listener for privacy information.

On this episode, we chat with Mark Shaw, a customer experience expert with a rich background in enhancing interactions across sectors like theme parks and hotels. Mark's journey from hospitality enthusiast to customer experience leader reveals his passion for creating joyful moments.  He distinguishes between customer service and customer experience, emphasizing the latter as a holistic approach encompassing every brand interaction. Mark believes fostering brand loyalty hinges on understanding the physical environment, emotional engagement, and meaningful interactions.  Leadership plays a pivotal role in shaping customer experience, and Mark shares how top executives must champion customer-centric strategies. He provides examples of how consistent messaging can unify teams and enhance employee morale through authentic recognition.  Mark stresses the importance of hiring the right talent and maintaining team standards. He offers a six-pillar framework for success, highlighting the need for clear purpose and inspired leadership. He draws on his experience transforming a struggling theme park into a top-rated destination.  To wrap up, Mark discusses his upcoming book, "The Real CEO," which aims to redefine leadership as a role focused on customer experience. Tune in for valuable insights on elevating customer interactions and driving business success!   Mark's Contact Information: Website: It's a Shaw Thing LinkedIn: @MarkShaw   Tacey's Contact Information: Website: taceyatkinson.com Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!  

When we don't feel well, we can take our temperature or go for a checkup. When our car is not performing right, we can check different gauges and look at various fluids and things. But is it possible for a dealer to perform checks on his/her equipment business to determine if they've got any operational problems? This month's guest, Troy Ottmer, has been diagnosing and treating operational issues at equipment dealerships for about 20 years, and his overall industry experience is twice that long. He's an expert worth talking to when it comes to helping dealers identify potential areas for improvement. When you speak with Troy, two things become apparent: (1) He's all about staying customer-centric – they should feel like you're always putting their best interest first. (2) He is also about simplicity. Processes don't have to be complicated to be effective.  Dealers need the occasional check-up – tune in to see what that looks like and what you should be looking for!   Connect with Troy: Ottmer Consulting LinkedIn   Connect with IEDA: Visit IEDA Group Website IEDA Events Produced By: Social Chameleon

On this episode of the Customers First Podcast, I speak with Danny Snow, a renowned customer service expert deeply rooted in the Disney tradition of excellence. Danny shares invaluable insights shaped by his impressive track record and extensive experience creating unforgettable customer experiences. As a second-generation Disney cast member, he discusses how his early exposure to Disney's culture of exceptional service informs the principles he applies as a consultant and keynote speaker.    Danny emphasizes the importance of understanding and fostering customer-centric cultures within organizations. He recounts his experiences working in Disney's theme parks, where he learned the significance of connecting with guests from diverse backgrounds, each bringing different emotional states and experiences. This understanding has become foundational in his professional approach to crafting tailored customer experiences in consulting and speaking engagements.    A key topic we explore is customer experience mapping, a tool Danny uses to improve various business processes. He outlines the steps involved in analyzing customer interactions, distinguishing between mediocre and excellent service, and identifying areas for improvement. This method allows organizations to shift their focus from purely transactional engagements to creating memorable experiences that foster customer loyalty.    We also discuss organizations' challenges in sustaining customer service initiatives beyond their initial launch. Danny stresses the importance of leadership buy-in and integrating customer-centric behaviours into the company culture for long-term success. He shares examples of companies that consistently excel by prioritizing their customers' experiences, illustrating how tailored interactions can create meaningful connections.    Throughout our conversation, we highlight the need for organizations to cultivate exceptional customer service beyond price and product. Danny shares heartfelt anecdotes, such as how a simple act of kindness during a customer interaction can create lasting memories and foster loyalty. He provides actionable tips on how businesses can "wow" their customers, from attentively listening to their needs to personalizing service in ways that make individuals feel valued.    As we conclude, Danny encourages listeners to embrace their roles in customer service, highlighting that each interaction is an opportunity to create magic for others. He urges everyone to seek ways to positively impact the lives of those they serve, reinforcing that a customer-centric approach leads to professional fulfillment and personal satisfaction. This episode is a treasure trove of knowledge for anyone looking to enhance their organization's customer experience and build a culture prioritizing human connection.   Danny's Contact Information: Website: https://snowassociates.com LinkedIn: @DannySnow Instagram: @dannysnowspeaks   Tacey's Contact Information: Website: taceyatkinson.com Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!  

Wendy's CEO Kirk Tanner is betting big on Wendy's future—expanding internationally, doubling down on breakfast, and leveraging data to drive smarter decisions. In this episode of Leadership Next, cohosts Diane Brady and Kristin Stoller sit down with Kirk to discuss the fast-food giant's evolving strategy. Tanner shares insights on the brand's commitment to fresh ingredients, digital innovation, and international expansion, while reflecting on key leadership lessons from his time at PepsiCo. He also explains why failing forward is essential, how customer behavior—not just feedback—shapes decisions, and sets the record straight on Wendy's so-called “surge pricing” controversy. Plus, he shares Wendy's approach to transparency and career advice for rising professionals. 

Today's digital landscape isn't just shaped by code—it's shaped by how deeply companies listen. Whether in retail, software, or AI, brands that center their design around real user behavior are pulling ahead. Intuit's “Follow Me Home” approach exemplifies this mindset, encouraging teams to observe customers in their daily environments to uncover real needs. This commitment to customer-centric innovation continues to influence how digital products are designed, tested, and trusted.So how do personal passions like music, books, or frustration with bad service help create better digital experiences?On this episode of DisruptED, host Ron J Stefanski welcomes back Scott Wilder, Global Head of Digital Self-Serve at LastPass and longtime friend from their Borders Books and Music days. Together, they reflect on how early exposure to physical retail and analog media helped inform Scott's approach to customer-centric innovation, particularly in building digital self-service solutions rooted in empathy, simplicity, and trust.Key Highlights:Fixing the Fractured Self-Serve Experience – Scott breaks down how disjointed help centers, support portals, and learning sites confuse users and weaken trust. He shares his approach to designing seamless, customer-first digital journeys.Bringing the Customer into the Room – Drawing on his time at Intuit, Scott explains how physically involving customers in product discussions—through calls, visits, or even team meetings—creates more meaningful innovation than spreadsheets ever could.Building Trust in an AI-Driven World – As AI tools become more central to support and learning, Scott argues that trust, clarity, and human touchpoints will define which experiences succeed and which fail.This is a special treat to have Scott Wilder from Last Pass on the DisruptED podcast. Ron and Scott worked together for 5 years at Borders Books and Music. As they acknowledge on these shows, they learned an awful lot about the kind of intellectual curiosity that fuels innovation.Scott is a recognized thought leader in advancing technology after leading a number of highly innovative tech initiatives as a key executive at Intuit, Google, Hubspot, Udacity, Coursera and Adobe. His passion for technology is fueled by intense curiosity about how to make things work better.

On this episode of the Customers First Podcast, we welcome Damon Lembi, a seasoned leader in the learning and development space, as we delve into the intricacies of building a customer-centric culture through effective leadership. As the CEO of Learn It, a live learning platform that has empowered over 2 million learners, Damon brings a wealth of knowledge from his sports and business backgrounds. Our conversation revolves around fostering an organizational learning culture and how this can drive personal and organizational growth. A key theme in our discussion is the concept of a "learn-it-all" culture versus a "know-it-all" mindset. Damon emphasizes that fostering an environment where employees feel safe to experiment, fail, and learn is vital to success. He discusses how leaders must model this behaviour by being vulnerable and sharing their learning journeys, thus encouraging team members to engage in their growth. He underscores authentic leadership as creating a space where everyone can thrive and innovate, enhancing customer experiences. We also explore the crucial role of mentorship in nurturing a learning organization. Damon explains that internal mentorship programs can bridge knowledge gaps and facilitate cross-departmental understanding, breaking down silos critical for collaboration. Additionally, he discusses the reciprocal nature of mentoring, highlighting how leaders often learn as much from their mentees as they teach, further enriching the learning environment. Our conversation touches on the ever-changing work landscape, emphasizing the need for leaders to develop learning agility—the ability to learn, unlearn, and relearn. Damon stresses that as the world evolves, so must the skills and processes we rely on, urging leaders to embrace change rather than resist it. The rise of artificial intelligence is also addressed, with Damon encouraging listeners to engage with emerging technologies to remain relevant in tomorrow's workforce. As we conclude, Damon shares actionable insights on creating a feedback-rich environment where trust and open communication flourish. He reminds us that self-awareness is foundational to effective leadership and decision-making. Leaders can better engage with their teams by peeling back the layers of self-awareness, leading to more authentic interactions.   Damon's Contact Information: Website: thelearnitallleader.com LinkedIn: @damonlembi Book Link: The Learn It All Leader   Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!    

This is one of my favorite conversations that I wanted to replay this week. If you are in any post sales Customer Success, or Account Management world, you have most likely heard of this week's guest. This week's guest started his journey studying Information Systems and Software Engineering before making the shift into Professional Services, Support, and Customer Success. At the time of recording, he was an Executive VP of Corporate Market and Chief Customer Officer at Higher Logic. Now, he is the CEO of Balboa Solutions, where they help their clients maximize the value of the Pendo platform to power adoption, enablement, and user analytics.This week's guest is the heart of Mount Pleasant, South Carolina, Mr. Jay Nathan. In this week's episode, we discussed:Customer Centric MindsetNatural Curiosity For CustomersLessons From Duke Energy (Large Enterprises and Heavy Process)The Start of The Largest CS CommunityUsing Your Own ProductMuch More! Please enjoy this week's episode with Jay Nathan.____________________________________________________________________________I am now in the early stages of writing my first book! In this book, I will be telling my story of getting into sales and the lessons I have learned so far, and intertwine stories, tips, and advice from the Top Sales Professionals In The World! As a first time author, I want to share these interviews with you all, and take you on this book writing journey with me! Like the show? Subscribe to the email: https://mailchi.mp/a71e58dacffb/welcome-to-the-20-podcast-communityI want your feedback!Reach out to 20percentpodcastquestions@gmail.com, or find me on LinkedIn

In this episode, Steve Fretzin and Judy Barton discuss:Cultivating meaningful and lasting business relationshipsEffective networking techniques for lawyers and financial professionalsEstablishing credibility and attracting opportunitiesThe importance of integrity in business Key Takeaways:Effective networking is not about collecting contacts but about fostering genuine, mutually beneficial relationships that lead to long-term success.Lawyers and financial professionals should focus on providing value first, rather than immediately seeking business, to build trust and credibility.Personal branding plays a crucial role in professional growth, as a strong and authentic presence can differentiate individuals in competitive industries.Integrity and consistency in business interactions build a solid reputation, making people more likely to refer and work with you over time. "You have to make yourself memorable, but you also have to know why you're different from everybody else and why that person should hire you or engage with you as an attorney." —  Judy Barton Got a challenge growing your law practice? Email me at steve@fretzin.com with your toughest question, and I'll answer it live on the show—anonymously, just using your first name! Thank you to our Sponsors!Rankings.io: https://rankings.io/Rainmakers Roundtable: https://www.fretzin.com/lawyer-coaching-and-training/peer-advisory-groups/ About Judy Barton: Judy Barton is a Senior Client Strategist for BNY Mellon Wealth Management. In this role, she works directly with clients to address their investment and wealth management needs. Judy joined the firm in 2014 and has more than 20 years of experience in the financial services industry, as well as being a business owner for 10 years. Her previous corporate experience includes serving in finance at EDS, Nortel, and Sodexho Marriott in Boston, DC, and London. Judy received her Master in Legal Studies from the School of Law at Washington University in St. Louis and a Bachelor of Science in Finance from the University of Oklahoma. Connect with Judy Barton: Website: http://www.bny.com/wealthEmail: judy.barton@bny.comLinkedIn: https://www.linkedin.com/in/judy-barton Connect with Steve Fretzin:LinkedIn: Steve FretzinTwitter: @stevefretzinInstagram: @fretzinsteveFacebook: Fretzin, Inc.Website: Fretzin.comEmail: Steve@Fretzin.comBook: Legal Business Development Isn't Rocket Science and more!YouTube: Steve FretzinCall Steve directly at 847-602-6911  Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it. 

Learn valuable insights from Jim Bramlett, an accomplished business coach and expert in business development with over 40 years of experience. Through strategic coaching and executive coaching, he helps entrepreneurs and business leaders achieve exceptional results. His approach to leadership enhancement has transformed countless organizations, making this conversation essential for anyone seeking professional growth.Drawing from his role as one of the most respected executive mentors, he provides practical guidance on organizational behavior and demonstrates powerful leadership skills that can transform your business journey. Discover essential strategic thinking and leadership skills in this insightful conversation with Jim Bramlett, a seasoned business coach with 40+ years of experience. Drawing from his professional development expertise, he shares practical advice for business leaders looking to excel in today's market. His deep understanding of organizational behavior makes this episode particularly valuable for executives seeking to enhance their management capabilities and drive personal growth.

On this episode of the Customers First Podcast, I engage in a transformative conversation with Katherine Lazaruk, an internationally certified image consultant and leadership coach. Katherine's journey from a professional opera singer to a sought-after keynote speaker and consultant is fascinating and deeply inspiring. We dive into her motivations for writing her book, "Executive Being: Humanizing Business, One Leader at a Time," and her passion for helping leaders embody their true potential in presence and character. Katherine recounts her career journey, revealing how traditional roles in the arts led her to discover that those paths did not suit her vibrant, multifaceted personality. After a life-altering health scare, she found clarity in her vision for the future, ultimately leading to her founding her consulting firm. She passionately discusses the intersection of leadership and authentic self-presentation, highlighting how she assists her clients in not only looking like leaders but also embodying leadership qualities. One of the key principles we explore during our discussion is the idea of "whole person, whole presence." Katherine emphasizes the importance of leaders embracing their complete selves in the workplace. This holistic approach allows leaders to connect with their teams deeper, fostering trust and authenticity.  Throughout the episode, Katherine shares her insights on image consultancy misconceptions—addressing the often superficial stigma associated with the field. She dispels the notion that image and authenticity are mutually exclusive, reinforcing that effective presence accounts for authenticity and intentionality. As we wrap up, Katherine offers valuable advice to leaders across various levels, encouraging them to reflect on their paths and contributions in the workplace. Her insights inspire all listeners to elevate their engagements with colleagues and clients by recognizing the value of authenticity and human connection.   Katherine's Contact Information: Website: https://lzrkconsulting.com LinkedIn: @katherinelazaruk Book Link: Executive Being: Humanizing Business One Leader At A Time   Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

Learn cutting-edge hiring strategies for growing companies in this conversation. From talent acquisition to leadership, get the tips you need to win the best talent for your team! Want to attract and retain top talent for your growing company? Check out this conversation for cutting-edge business strategies that will help your business thrive.Isaiah Grant is a visionary entrepreneur and the founder of Kingdom Impact, a digital consultancy that has helped hundreds of service-based businesses scale to six- and seven-figure turnovers. With a unique blend of cutting-edge strategies, automation, and faith-based principles, Isaiah has become a trusted advisor for leaders seeking to create self-sustaining, purpose-driven businesses.His journey from adversity to success fuels his mission to transform both lives and businesses. Isaiah's expertise in strategic leadership, profitable growth engines, and automated business creation empowers companies to optimize their operations while maintaining their core values. Through Kingdom Impact, he has shaped countless entrepreneurs, helping them achieve long-term growth without sacrificing integrity.A thought leader on relationship-driven sales and elevating brands, Isaiah's “Selling Like Jesus” concept emphasizes leadership and customer-focused growth. Under his guidance, Kingdom Impact has not only delivered measurable results but also inspired leaders to elevate their teams, businesses, and communities. Isaiah's passion for merging faith with business excellence continues to drive his work in helping others thrive both financially and spiritually.Contact Information: Websites: https://kingdomimpact.co/Social Media: ● https://www.facebook.com/Isaiahgrant.ki ● https://x.com/isaiahgrant_?mx=2 ● https://www.instagram.com/isaiah_grant/?igsh=dnNleWdzY25uaDI5 ● https://www.linkedin.com/in/isaiah-grant/ Remember to SUBSCRIBE so you don't miss "Information That You Can Use." Share Just Minding My Business with your family, friends, and colleagues. Engage with us by leaving a review or comment. https://g.page/r/CVKSq-IsFaY9EBM/review Your support keeps this podcast going and growing.Visit Just Minding My Business Media™ LLC at https://jmmbmediallc.com/ to learn how we can help you get more visibility on your products and services.

On this episode of the Customers First Podcast, I speak with Diane Yarborough, the driving force behind Castaway & Company. We delve into the transformative nature of customer-centric cultures. Diane brings over twenty years of invaluable experience from her time at Disney, where she honed her skills in shaping leaders and cultivating cultures that inspire employees and customers.  Diane shares her fascinating journey in her early career at Disney, starting as a college intern and growing through various roles that deepened her understanding of the guest experience. She recounts her initial exposure to the operational side of hospitality, which evolved into a broader perspective on service excellence as she took on leadership roles. Through her experiences, particularly at Walt Disney World and the Disney Cruise Line, Diane reflects on how guest interactions shaped her insights into organizational dynamics and the critical importance of a customer-first mindset. Throughout our discussion, Diane underscores the significance of intentional hiring and training processes, particularly within the high-stakes environment of the Disney Cruise Line, where a diverse crew must consistently deliver exceptional guest experiences. She emphasizes that the key to fostering a thriving customer-centric culture is equipping leaders to set clear expectations and model behaviours that align with organizational values. We explore the concept that nurturing the employee experience directly correlates with enhancing customer satisfaction. Diane argues that when leaders prioritize their team's well-being and development, it translates into a positive atmosphere that improves service delivery. Organizations can cultivate an environment that attracts talent and ensures long-term loyalty among employees and customers by focusing on leadership relationships and the overall employee lifecycle- from recruitment to offboarding. Join me as we uncover the intricacies of building an organizational culture steeped in customer-centric values.   Diane's Contact Information: LinkedIn: @dianeyarborough Website:castawayandcompany.com   Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

The world of 3D printing has seen vast changes in recent years. IP constraints on those early technologies lifted, and an explosion of offers and solutions hit the market, leading to the consolidation we are seeing in the industry today. But for Dani Mason and B9Creations success in this industry hasn't been about outspending competition, it's about out-listening them. In this episode, Dani shares how B9 has built a competitive edge by prioritizing deep customer relationships over flashy R&D budgets. From customer-funded innovation to a structured voice-of-the-customer process, B9 integrates real-world feedback at every stage, ensuring products solve actual industry pain points. Forget gimmicks and gift cards, this is a masterclass in authentic customer engagement.

In this episode of The Market Pulse presented by SmartTouch® Interactive, host Aaron Fichera sits down with Ed Carey, Founder and CEO of Audience Town, the leading ad platform built specifically for the real estate and moving industry. Together, they dive into Ed's journey founding Audience Town and how his company is helping homebuilders and developers unlock the power of customer-centric data to drive smarter marketing strategies and better buyer experiences. Discover how today's housing market trends are reflected in real-time consumer data, what shifting buyer behaviors mean for your sales pipeline, and why understanding your customer before they ever walk through the door is more critical than ever. If you're in new home or real estate sales and want to stay ahead of the curve, this data-packed episode is one you don't want to miss. 

SummaryIn this conversation, Dr. Chris L. Brown speaks with Adrian Swinscoe about the evolving landscape of customer experience (CX) and the challenges organizations face in meeting rising consumer expectations. Adrian shares his journey into the world of CX, emphasizing the importance of understanding customer needs and managing expectations effectively. They discuss the barriers to creating a customer-centric culture, the significance of having a clear vision and strategy, and the attributes of leaders who excel in delivering exceptional customer experiences. The conversation highlights the need for organizations to bridge the gap between leadership and customer experiences, as well as the importance of creating space for strategic thinking in a meeting-heavy culture. In this conversation, Adrian Swinscoe discusses the importance of customer experience and how companies can effectively engage with their customers. He shares insights from his book 'How to Wow' and emphasizes the need for businesses to empower their employees to take ownership of customer experiences. The discussion transitions into the 'Punk CX' philosophy, advocating for a back-to-basics approach that prioritizes organizational creativity and bravery. Swinscoe also highlights the role of technology in creating space for innovation and the importance of being a relentless leader focused on growth and learning.TakeawaysAdrian Swinscoe's journey into customer experience began 20 years ago.Customer expectations are rising faster than brands can keep up.Brands often struggle with managing customer expectations effectively.Communication is key to filling the expectation gap.A clear vision and strategy are essential for a customer-centric culture.Leaders must genuinely care about customer experiences.Data-driven decision-making should include personal experiences.Organizations need to reduce the number of meetings to create space for strategic thinking.Leaders should prioritize their time to focus on customer-centric initiatives.Creating a culture of curiosity and care is vital for success. Empower employees to be 'Chief Experience Officers'.Meeting customer expectations is crucial for success.Trust and reliability are foundational to relationships.Basic execution can lead to strong customer relationships.Creativity and bravery are essential in business.Creating space allows for innovation and curiosity.AI can free up time for more meaningful customer interactions.Growth can be about quality, not just quantity.Questioning the status quo is vital for progress.Leaders should aim to disturb the comfortable and comfort the disturbed.TitlesNavigating the Customer Experience LandscapeUnderstanding the Shift in Customer ExpectationsThe Art of Managing Customer ExpectationsBuilding a Customer-Centric CultureVision and Strategy in Customer ExperienceSound Bites"I really don't like bad service.""Our expectations as consumers are going up.""When you get it right, customers reward you.""It's a gap between vision and execution.""Block time out, make it sacrosanct.""You're all CEOs too.""It's not all roses, right? It takes work.""What would a punk version look like?""Growth is a choice.""Question everything."Chapters00:00 Introduction to Customer Experience Journey03:10 The Evolution of Customer Expectations05:59 Managing Customer Expectations09:00 Barriers to Customer-Centric Culture11:58 The Importance of Vision and Strategy14:47 Attributes of Customer-Centric Leaders18:09 Bridging the Gap Between Leaders and Customers20:55 Overcoming Organizational Barriers24:05 Creating Space for Strategic Thinking24:42 How to Wow: Lessons from G Adventures30:28 The Punk CX Philosophy: A Back to Basics Approach36:15 Creating Space for Creativity and Bravery41:44 The Relentless Customer Leader: Growth and LearningKeywordsCustomer Experience, Expectations, Leadership, Strategy, Culture, Service, Business, Management, Customer-Centric, Communication, customer experience, punk philosophy, creativity, leadership, G Adventures, business growth, employee experience, AI in business, customer success, relentless leadership

Welcome to the 76th episode of Ecommerce Toolbox: Expert Perspectives! This time, host Kailin Noivo sits down with Rick Lockton, VP of Ecommerce at Tractor Supply, for an in-depth discussion on how the company is innovating in digital retail while maintaining its strong physical store presence. Rick shares insights into his career journey from Walmart to Tractor Supply, the evolution of ecommerce in retail, and the strategic balance between digital experiences and in-store service. He also dives into AI adoption, customer-centric strategies, and the unique challenges of serving a specialized customer base.

On this episode of the Customers First Podcast, I had the privilege of engaging with Delphia Howes, an esteemed leader in human resources, diversity, and inclusion. With over two decades of experience, Delphia has built a remarkable career and is also the author of "Including You: Leading Inclusion from Where You Are." We delved into the transformative power of diversity and inclusion (D&I) in organizational settings and how understanding these concepts is crucial for building successful teams and fostering an optimal workplace culture. Throughout our conversation, she emphasized that true inclusion begins with individuals taking personal responsibility, actively embracing underrepresented voices, and recognizing the wealth of experiences that diversity brings. As we navigated the core values of inclusion, Delphia eloquently articulated how each person's sense of belonging correlates to organizational success. She explained the difference between diversity and inclusion, emphasizing that having diversity without inclusion renders the former ineffective. Inclusion ensures that individuals feel valued and that their unique contributions are recognized and welcomed. Her insights highlighted the detrimental effects of exclusion on workplace morale, productivity, and retention. We discussed how innovation stems from a mosaic of experiences and how a homogeneous workforce limits an organization's potential for problem-solving and growth. Furthermore, we addressed the often misunderstood nuances of unconscious bias, with Delphia encouraging listeners to confront their biases openly. Leaders are responsible for fostering vulnerability and open dialogue, cultivating trust and deepening team members' relationships. Delphia's success and advocacy serve as a beacon for those eager to create authentic, customer-centric cultures that lead to magical experiences. The insights shared in this episode are invaluable for anyone looking to understand the true essence of D&I and how to implement these strategies effectively in their organizations.   Delphia's Contact Information: LinkedIn: Delphia Howze Website: DHowze Solutions Book Link: Including You   Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

In this episode of the Predictable B2B Success podcast, host Vinay Koshy sits down with seasoned marketer Martin Pietrzak of Pinch Marketing to unravel the intricacies of business growth in the complex B2B landscape. Imagine a business world where the power doesn't lie merely in expansive reach but in pinpointing precision—where scaling isn't about casting the widest net but understanding and empathizing with the customer's journey. Martin shares his unique journey from a budding artist to a decisive leader in tech and SaaS, revealing how a pinch led to the birth of his marketing firm. Dive into challenges most companies face today: the illusion of universal appeal, the dangers of optimism bias, and organizational silos that stifle true customer-centric growth. Martin highlights how focusing on truly understanding the market and challenging orthodox perceptions can uncover hidden high-value client profiles. With real-world success stories, he illustrates the strategies businesses can implement to evolve their messaging, storytelling, and customer engagement tactics. Join us to explore how businesses can differentiate themselves in saturated markets, become truly empathetic, and harness the evolving landscape of communication for sustainable growth. This engaging conversation promises to leave you thinking differently about marketing and growth strategies. Some areas we explore in this episode include: The importance of narrowing market focus and adopting a customer centric approach for scalable revenue growth.The complexity of B2B customer journeys and the need to maintain a narrow focus.Organizational silos and their impact on data sharing and customer-centricity.Challenges faced by organizations due to outdated technology and processes.Martin Pietrzak's journey into marketing and the creation of Pinch Marketing.The common perception among C-suite executives that their product is for everyone and the implications on marketing and revenue.The role of proxies within organizations to better understand customer experiences.Strategies for identifying ideal customer profiles and differentiating messaging for various stakeholders.The introduction of empathy and customer-centricity in the discovery process and its impact on strategy.The significance of storytelling in overcoming market inertia and engaging potential customers.And much, much more...

This is the Engineering Culture Podcast, from the people behind InfoQ.com and the QCon conferences. In this podcast Shane Hastie, Lead Editor for Culture & Methods spoke to Claire Vo, Chief Product and Technology Officer at LaunchDarkly, about building high-performing, customer-centric teams, fostering a culture of experimentation, and preparing for the future of AI-driven software development. Read a transcript of this interview: https://bit.ly/4ih8MFY Subscribe to the Software Architects' Newsletter for your monthly guide to the essential news and experience from industry peers on emerging patterns and technologies: https://www.infoq.com/software-architects-newsletter Upcoming Events: QCon London (April 7-10, 2025) Discover new ideas and insights from senior practitioners driving change and innovation in software development. https://qconlondon.com/ InfoQ Dev Summit Boston (June 9-10, 2025) Actionable insights on today's critical dev priorities. devsummit.infoq.com/conference/boston2025 InfoQ Dev Summit Munich (October 15-16, 2025) Essential insights on critical software development priorities. https://devsummit.infoq.com/conference/munich2025 QCon San Francisco 2025 (17-21, 2025) Get practical inspiration and best practices on emerging software trends directly from senior software developers at early adopter companies. https://qconsf.com/ InfoQ Dev Summit New York (Save the date - December 2025) https://devsummit.infoq.com/ The InfoQ Podcasts: Weekly inspiration to drive innovation and build great teams from senior software leaders. Listen to all our podcasts and read interview transcripts: - The InfoQ Podcast https://www.infoq.com/podcasts/ - Engineering Culture Podcast by InfoQ https://www.infoq.com/podcasts/#engineering_culture - Generally AI: https://www.infoq.com/generally-ai-podcast/ Follow InfoQ: - Mastodon: https://techhub.social/@infoq - Twitter: twitter.com/InfoQ - LinkedIn: www.linkedin.com/company/infoq - Facebook: bit.ly/2jmlyG8 - Instagram: @infoqdotcom - Youtube: www.youtube.com/infoq Write for InfoQ: Learn and share the changes and innovations in professional software development. - Join a community of experts. - Increase your visibility. - Grow your career. https://www.infoq.com/write-for-infoq

➡️ Like The Podcast? Leave A Rating: https://ratethispodcast.com/successstory  In this Lessons episode, David Hauser, startup culture architect and entrepreneur behind a $175M exit, shares how core values drive success in both business and life. Learn how mindfulness and extreme focus can be a superpower for entrepreneurs, why high-achievers often take an all-or-nothing approach, and how to channel that intensity productively. Discover how yoga and meditation can enhance decision-making, clarity, and resilience, and gain insights into the biggest mistakes founders make when scaling a business.➡️ Show Linkshttps://successstorypodcast.com  YouTube: https://youtu.be/OLb4X0WUuRcApple: https://podcasts.apple.com/us/podcast/david-hauser-entrepreneur-author-speaker-investor-how/id1484783544Spotify: https://open.spotify.com/episode/6sKQCEUuGs3psLP8GBmhc4➡️ Watch the Podcast On Youtubehttps://www.youtube.com/c/scottdclary

In this episode, YS Chi speaks with Brian Brittain, Chief Operations Officer, and Gaby Appleton, Chief Product Officer at RX, the global events business. The events industry is all about connecting buyers and sellers and bringing people together to enable them to grow their business.  Far from being a threat to in-person events, as many feared, the pandemic triggered an acceleration in the development of technology which is transforming the customer experience, making participation easier and more productive. What does that look like in practice and how is technology changing the customer experience?  Brian and Gabby discuss technology, data, AI and more. They even share some ‘spectacular' failures.  This episode is also available on video at https://www.youtube.com/watch?v=S-fcgETVd04 

#updateai #customersuccess #saas #businessRimple Patel, Chief Customer Officer at Eightfold.ai, joins host Josh Schachter, Co-Founder & CEO of UpdateAI, as she walks us through her strategic approach to leadership, including evaluating teams, aligning missions, and fostering a customer-first culture. Josh and Rimple also explore the role of AI in scaling business processes, covering innovations like agentic AI and AI recruiters while emphasizing the irreplaceable human element in the workplace. Finally, Rimple shares her insights on driving GRR and NRR growth at Eightfold and her strategy for scaling the company.Timestamps00:00 - Preview & Intros01:35- Overview of Eightfold.ai04:30 - AI in Talent Management08:00 - Rimple's Journey, Career Path & Industry Experience17:43 - Challenges & Insights from Her Role as CCO 20:03 - Evaluating Leadership, Talent, and Cultural Shifts 21:05 - Building a Customer-First Value System 22:09 - Team Principles & Leadership Accountability28:50 - Customer Segmentation & Health Assessment Strategies 31:13 - Revamping Customer Health Assessment33:05 - Yearly Growth Strategy: Stabilize, Scale, Soar___________________________

On this episode, I speak with Sylvie DiGiusto, the world's first 3D immersive keynote speaker, whose innovative presentation approach reshapes how we engage with audiences. Sylvie brings a wealth of experience from her 20-year corporate journey in retail and tourism, where she honed her skills in leadership development, building one of the most prominent leadership academies in Europe. Our conversation delved into her signature framework, "The Power of Choice," which empowers leaders to make intentional decisions that significantly impact their teams and customers. Sylvie articulates her passion for fusing customer-centric leadership with effective communication. She reveals how the realization that many candidates exhibit a discrepancy between their perceived and actual performance influenced her career path. This realization led her to examine the nuances of first impressions and unconscious biases, which profoundly affect how individuals and organizations are perceived. Together, we explore how these biases play a role in the customer experience and how leaders can bridge the gap between perception and reality. Our discussion also touched on the critical nature of first impressions in customer relationships and team dynamics. Sylvie illustrates this with vivid scenarios, demonstrating how instant judgments shape our interactions and the narratives we believe. She also introduces her ABCDE framework, which includes Appearance, Behavior, Communication, Digital Presence, and Environment, offering a comprehensive guide for individuals looking to refine how they present themselves in the business world. Throughout our conversation, it became evident that Sylvie's commitment to bridging the gap between leadership and customer-centricity presents a new paradigm for enhancing organizational culture and driving long-term success.   Sylvie's Contact Information: Website: https://sylviedigiusto.com LinkedIn: @sylviedigiusto Social Media: @sylviedigiusto   Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

On this episode of the Customers First Podcast, I had the privilege of speaking with the inspiring James Robbins, a transformative leader and motivational speaker. Our conversation began with his remarkable journey from humble beginnings on a cattle ranch to influential leadership roles. This journey profoundly shaped his views on leadership, inspiration, and motivation. James emphasizes a powerful truth: while leaders are accountable for outcomes, their teams ultimately drive success.  Every effective manager should embrace three essential leadership truths: First, leaders must equip their teams with the tools and support necessary for achievement. Second, the role of an immediate supervisor is pivotal in determining employee happiness and engagement. Finally, James underscores that leadership is not just a position but a skill that evolves through continuous learning and self-reflection.  In discussing his book Nine Minutes on Monday, James reveals how different motivations—intrinsic and extrinsic—can significantly influence employee engagement. We also tackle the critical theme of leadership ownership, where James passionately articulates the need for leaders to take responsibility during setbacks, creating a safe space for innovation and collaboration.  As we conclude our enlightening conversation, James shares his insights on aligning personal values with professional life and teases his upcoming book on personal development. This episode is brimming with actionable tips for leaders eager to amplify their impact. I encourage you to reflect on these powerful insights and consider how to implement these leadership principles in your organization for transformative change. Timestamps: 3:20: The Three Truths of Leadership 5:04: The Impact of Leadership 23:27:Ownership in Leadership   James Contact Information: Website: https://www.jamesrobbins.com LinkedIn: @jamesrobbins97 Book Link: Nine Minutes on Monday   Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!