Podcasts about customer centric

Get ready to meet Dane Cohen, the newest member of The Boutique Hub team, whose retail roots run deep! Growing up in his family's store, Lester's, a Brooklyn-based business that blossomed from a 500-square-foot shop into a specialty department store, Dane shares how those early experiences shaped his perspective on community, business, and what it really takes to succeed in retail. In this episode, he dives into the lessons learned behind the register and how he's bringing that same passion and insight to the Hub. Resources:  Dane Cohen:  LinkedIn Join The Boutique Hub     Ashley Alderson: Instagram     The Boutique Hub: Website | Facebook | Instagram | Pinterest | TikTok | YouTube 

On this episode of the Customers First Podcast, we delve into a thought-provoking conversation with Sonja Price, a future-of-work strategist, executive branding expert, and career acceleration coach. With extensive experience working with professionals from leading companies such as Google, Meta, and Microsoft, Sonja has dedicated the past 15 years to empowering ambitious individuals by helping them navigate their careers to achieve promotions and build impressive personal brands. As the founder of Infinite Leaders and Dynamo Careers, she discusses the importance of remaining relevant and resilient in today's rapidly changing job market. Sonja shares her journey of self-discovery, highlighting her belief that she was destined to become a coach from a young age. Drawing from her diverse career in corporate environments, where she transitioned between roles every few years, she illustrates how these experiences shaped her understanding of business operations and strategy. Her inspiration for starting her coaching business came from conducting customer interviews, where potential clients articulated their need for career coaching, thus validating her direction. This dynamic background enables her to uniquely package the skills and accomplishments of her clients, helping them stand out to prospective employers and decision-makers. The conversation shifts to the pressing need for professionals to future-proof their careers, especially in an era defined by automation and advancements in AI technology. Sonja emphasizes the urgency for individuals, regardless of employment status, to contemplate their future career trajectories and the skills necessary to remain not just relevant but in high demand. She discusses the competitive nature of the current job market and encourages listeners to embrace AI skills as an integral part of their professional development. As we explore the concept of executive branding, Sonja elaborates on how professionals must elevate their personal brands to align with the increasing demands of senior leadership roles. She outlines strategies for enhancing visibility and positioning oneself as a thought leader in one's respective fields, emphasizing the importance of sharing insights through white papers, speaking engagements, and other visible avenues that highlight a professional's expertise. She encourages listeners to find what ignites their passion and to invest in learning leadership techniques that align with their interests. This episode serves as a treasure trove of insights for anyone looking to navigate the complexities of their career paths, innovate their branding, and foster a more balanced, fulfilling professional life.   Sonja's Contact Information: Website: https://infiniteleaders.co LinkedIn: @sonjaprice   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!

On this episode, I had the pleasure of speaking with Alison Dixon, the Chief Customer Experience Officer at Portnox, a leader in zero-trust network access control. Alison's unique insights stem from her diverse background, which encompasses various roles in HR, sales enablement, and IT. As we dove into the conversation, Alison shared her journey of building a customer experience organization from the ground up at Portnox, emphasizing the importance of prioritizing customer relationships in a rapidly growing tech environment. Alison recounted her initial days at Portnox, which began as a small startup of about 20 employees. Soon after her arrival, she recognized the pressing need for deeper insights into customer accounts and interactions as the company scaled. Her prior experience as a fundraiser and in HR equipped her with a holistic approach to understanding customer psychology and needs. Through meticulous customer journey mapping, she established strategies that centred on enhancing the overall experience, detailing how each stage of customer interaction contributes to long-term loyalty and satisfaction. We delved into the often transactional mindset prevalent in many organizations, particularly those that prioritize immediate revenue over long-term relationships. Alison argued firmly for a shift towards valuing customer experiences, stating that a lack of focus on building connections could lead to lost opportunities, even for small clients who may evolve into significant partners over time. Her philosophy is clear: if companies establish authentic human connections with their customers, they stand to gain far more than transactional profits. Throughout our discussion, we touched on the high-stakes nature of cybersecurity and how this uniquely shapes customer experience. Alison highlighted the critical importance of maintaining accessibility and support for clients, given the potential risks associated with cybersecurity breaches. She emphasized that customers need confidence in their service providers and need to establish trust through transparent communication, even when addressing negative scenarios. As our conversation progressed, we explored the role of customer experience in product development and overall business strategy. Alison passionately conveyed that understanding customer feedback not only helps retain clients but also informs the direction of product innovation. This perspective has led her team to integrate CX insights into their roadmap, aligning organizational goals with customer expectations. Towards the latter part of the episode, we took a thought-provoking turn into the realm of artificial intelligence in customer experience. Alison expressed cautious optimism about AI's potential but was wary of its increasing deployment without a foundational human element. She underscored the value of genuine interactions and deep understanding through personal connections — a sentiment she has repeatedly validated through firsthand experiences with Portnox customers. In closing, Alison shared her belief that creating exceptional customer experiences is not the sole responsibility of one department but rather a collective effort throughout the entire organization. By fostering a culture that prioritizes customer care and connection, even the smallest companies can achieve remarkable growth. Overall, this episode offered valuable insights into the evolving landscape of customer experience within the cybersecurity industry, highlighting strategies that can lead to sustained success.   Alison's Contact Information: Website: https://www.portnox.com LinkedIn: @alison-dixon-msod   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!

GSD Presents: Top Global Startups with Avijit Das Building DriverShaab: A Journey of Customer-Centric and Sustainable Growth June 27th, Friday

The Customer-Centric Approach: When BANT Elevates Your Sales

On this episode of the Customers First Podcast, I have an insightful conversation with Ken Cox, President of River City Internet Group and the mind behind InLink.com—a platform dedicated to providing small businesses and solopreneurs with the essential tools needed for success. Ken passionately shares his journey from a challenging childhood to becoming a key player in the tech industry, illuminating how his early experiences shaped his approach to empowering entrepreneurs.    Ken discusses the disparities he observed in the business landscape, particularly regarding the resources available to larger corporations compared to small businesses. He emphasizes the importance of creating a level playing field through technology, allowing smaller entities to compete effectively. His mission with InLink.com is to simplify operations for small businesses by offering an all-in-one suite that includes a fully integrated CRM, office tools similar to Google Drive, and unparalleled support. We explore how these resources not only improve productivity but also enhance customer experiences by streamlining communication and marketing efforts.   Throughout our discussion, Ken highlights the transformative impact of artificial intelligence in the business realm. By implementing AI-driven solutions, Ken aims to alleviate common pain points faced by small business owners, ultimately allowing them to focus on what they do best—serving their customers.   We dive deeper into the functionalities that differentiate InLink.com from other software on the market, such as its commitment to user data privacy, integrated marketing capabilities, and ease of use for entrepreneurs who may be apprehensive about navigating digital tools.   As our conversation unfolds, Ken predicts a future where small businesses leverage both Web 2.0 and 3.0 technologies to expand their presence beyond local markets. He envisions a time when Main Street businesses can create a national brand identity through innovative products and online courses, ultimately doubling or even tripling their revenue streams. For those eager to implement cutting-edge solutions and build winning strategies for their businesses, this episode is a must-listen.   Kens' Contact Information: Website: https://kencox.com LinkedIn: @kencox YouTube: @ClicksBricksPodcast   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 does it really mean to be customer-centric? Too many companies claim the title without living it. In this episode, we explore how to tell the difference between lip service and genuine customer focus. You'll learn the key signs of authentic customer centricity—like feedback that drives real change, empowered employees who can fix problems, and consistency across every touchpoint.Jeannie explains why true customer focus requires more than good intentions. It's about mindset, strategy, and accountability—measured by outcomes, not slogans.Ask yourself this powerful question: If you noticed something broken in your customer experience today, would you feel empowered to fix it? Your answer reveals volumes about your organization's commitment to being truly customer-centric.Resources Mentioned:CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbookCX Success Statement Workbook -- https://bit.ly/cx-success-workbookLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Episode SummaryIn this episode of OnBase, host Chris Moody welcomes Preet Sibia to discuss the evolution of go-to-market strategies from a transactional, product-first approach to a deeply customer-centric model. Preet shares candid insights from his decades of experience in semiconductors and reveals the operational, cultural, and structural shifts required to make customer orientation a reality.From building clear sales processes and empowering account managers to mastering alignment across teams and driving change management, Preet offers a detailed blueprint for organizations ready to elevate their customer relationships. He also emphasizes how investing in the right talent and metrics creates sustained impact across retention and growth.Key TakeawaysFrom Transaction to TransformationSticking to a product-oriented model may yield short-term success, but long-term growth demands a strategic shift to understanding and solving customer pain points. Customer-centricity transforms vendors into co-investors in client success.Simplify the Customer InterfaceMultiple siloed product teams can overwhelm customers. Empowering a single account owner (the “quarterback”) to guide the engagement improves clarity, builds trust, and deepens relationships.Operational Shifts are Non-NegotiableSuccessful transformations require a standardized sales process, clear role definitions, and well-trained application engineers and marketers who focus on customer needs, not just product features.Retention > AcquisitionBy understanding strategic roadmaps and elevating customer conversations beyond transactional buying, businesses can position themselves as indispensable partners, boosting long-term retention.Change Management Must Be IntentionalCommunicate relentlessly. Involve key leaders in shaping the change. Focus energy on those committed to the new vision, rather than spending time converting detractors.Measure What MattersBeyond product sales, leading indicators include customer satisfaction surveys, direct feedback, and clarity in account ownership. Internal and external alignment is key.Quotes“We used to walk into customer meetings with 20 product reps. Now we walk in with a few strategic voices focused on solving the customer's problem.”“Change doesn't work unless you pour your energy into those who want to drive it. That's how momentum builds.”Best Moments (01:00) – Preet's early journey in semiconductors and his unexpected start on a tech support hotline.(03:45) – Why customer-centric go-to-market isn't optional for future growth.(07:00) – How customer relationships shift when you focus on strategic problems over transactions.(10:00) – Operational changes that empower sales teams and streamline customer interaction.(16:00) – Managing change: from selecting champions to navigating resistance.(21:15) – Metrics that reflect progress in customer-centric strategy.Resources recommendationsRange by David Epstein – Encourages career exploration and diverse skill development.Backstage Leadership by Charles Galunic – A deeper look into leadership infrastructure and organizational dynamics.Shout-OutsJack Gifford, Founder of Maxim – Preet's early mentor and a lasting influence on his leadership philosophy.About the GuestPreet has over 25 years of global experience leading teams covering product marketing, applications engineering, sales, and distribution management. In his current role Preet leads Sales, Marketing, and Applications Engineering for Infineon's Consumer, Computing, and Communication business in the Americas region.Connect with Preet.

On this episode of the Customers First Podcast, I engage in an insightful conversation with Alexis Boyett, a dynamic entrepreneur whose career encompasses modelling, acting, and immersive experience design. As the founder of Company with Character and The Bippity Platform, Alexis embodies a vision rooted in connection, creativity, and empowerment, guiding individuals to forge deeper connections with themselves and one another. Our dialogue traverses her unique journey, starting from her early days in Los Angeles, where she sought validation through modelling and acting after overcoming past bullying experiences.    Alexis shares the transformative moment she realized the importance of authenticity while on set with A-list celebrities. Her engaging anecdotes showcase that even those in the limelight experience vulnerability and awkwardness, making them beautifully human. As she delves into the pivotal shift from pursuing fame to recognizing her true impact through character entertainment, Alexis highlights her discovery of professional princessing – an avenue that not only reignited her passion for performance but also instilled her with the profound realization of how storytelling can significantly shape children's lives.    Taking her experience to the next level, Alexis founded her nationwide company focused on character entertainment, integrating anti-bullying messages into her performances. However, the onset of the pandemic prompted her to reassess her path. After selling her company to her performers, she launched Bippity, the first business and personal development platform aimed at character entertainers. We explore her passion for bringing character entertainment into corporate spaces, as she introduces innovative offerings like the Holiday Cheer Calendar that evoke joy and creativity among teams.   We also discuss the nuances of entrepreneurship, particularly the challenges creative individuals often face in distinguishing their business from their own personal value. Alexis emphasizes the importance of viewing business as a creative expression rather than an extension of self-worth, allowing for growth and innovation without emotional entanglements. Through this lens, she offers poignant insights into maintaining alignment with one's values while navigating the complexities of building a sustainable business.   The culmination of our conversation reveals the essence of her work, encouraging individuals to embrace their authenticity and diminish the fear of failure. In closing, Alexis leaves us with a powerful reminder of the importance of making magic and believing in one's unique light. This episode is a deeper exploration of how creative entrepreneurship and personal authenticity can intersect, creating opportunities for connection and growth in both personal and professional spheres.   Alexis' Contact Information: Website: https://www.thecompanywithcharacter.com LinkedIn: https://www.linkedin.com/company/thecwc/ Instagram: @thebippityplatform   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 to Achieve Customer-Centric Success with Brian Glahn by Verinext

On this episode of the Customers First Podcast, I had the pleasure of speaking with Al Kushner, a renowned thought leader and author known for his expertise in AI-driven personal branding strategies on LinkedIn. As the conversation unfolded, Al shared invaluable insights and practical tips aimed at helping professionals leverage the power of LinkedIn to build their brands and foster authentic relationships.  We began our dialogue by delving into Al's inspiration for his book, "The AI LinkedIn Advantage: Unleash the Power of AI and Dominate the Competition," where he identified a gap in the market that combines LinkedIn strategies with AI technology. Al discussed his fundamental belief that an optimized LinkedIn profile is crucial for establishing trust and attracting meaningful connections. As businesses increasingly turn to LinkedIn for relationship-building, Al provided strategies for how they can utilize their company pages effectively, emphasizing the importance of authenticity over aggressive marketing tactics. We discussed how companies can maintain a credible presence by offering valuable content and avoiding practices that lead to account restrictions, such as outsourcing personal page management. Al also explained how customer service can be transformed by using LinkedIn as a strategy hub. He highlighted the platform's ability to connect individuals directly with influencers and decision-makers through timely conversations tied to recent posts. This approach fosters a more engaging environment than traditional email outreach, which often ends up in spam folders. Throughout our conversation, Al reiterated that successful interactions on LinkedIn are about giving more than receiving, urging listeners to create value through their content and interactions. One of the standout strategies discussed was the creation of LinkedIn newsletters. Al explained that newsletters not only keep followers informed but also tap into LinkedIn's high authority, ensuring content reaches inboxes effectively. This strategy, combined with video content—which Al noted captures attention better than text—positions professionals and businesses alike for greater visibility and engagement on the platform. In the latter part of the episode, we touched on Al's special gift for listeners—a free e-book designed to optimize LinkedIn profiles, along with his upcoming book release, which includes valuable LinkedIn prompts. Al's genuine passion for supporting others in their professional journeys was evident as he encouraged listeners to reach out for further assistance. This episode is packed with actionable advice and profound insights to help listeners create exceptional personal brands and leverage LinkedIn's capabilities. Al's perspective promises to inspire and guide professionals across various industries, fostering meaningful connections and driving growth.   Al's Contact Information: Website: alkushnerspeaks.com LinkedIn: @al-kushner Link to Free E-Book: linkedvantage.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!

Welcome back to another insightful episode of "It's the Bottom Line that Matters," the podcast dedicated to helping you achieve greater business success by focusing on what truly counts. In this episode, hosts Jennifer Glass, Patricia Reszetylo, and Daniel McCraine continue their deep dive into soft skills, turning the spotlight onto the critical importance of customer focus.Join us as we explore why the customer is truly the boss—without them, the business simply doesn't exist. Jennifer, Patricia, and Daniel unpack the differences between features and benefits, showing you why it's not enough to talk about what your product does; you need to connect the dots to how it solves customers' problems and improves their lives. They discuss practical strategies for viewing your offerings from the customer's point of view, avoiding that dreaded “salesy” feeling by tapping into genuine persuasion rooted in understanding and empathy.You'll also hear about ways to personalize the customer experience, from using advanced tech like personalized URLs and videos, to more subtle touches that make each interaction memorable. the trio share anecdotes and actionable advice—including the importance of always answering the customer's key question: "What's in it for me?"Whether you're crafting marketing messages or designing in-store experiences, this episode is packed with ideas you can use to keep your customers at the center of your business strategy. Get ready to rethink your approach and make every customer feel like your only customer—because at the end of the day, it's the bottom line that matters.Keywords: customer experience, soft skills, customer focus, sales copy, features vs benefits, persuasion, personalization, market research, customer needs, business growth, surveying the market, sales tactics, pressure vs persuasion, customer journey, personalized marketing, mailers, personalized URLs, direct mail, variable data printing, personalized videos, customer pain points, experiential marketing, customer engagement, in-store experience, sensory branding, user-centric approach, technology adoption, personalized offers, marketing strategy, customer retention

Episode Info As innovation continues to change at a relentless pace, cutting through a noisy marketplace has never been more essential. Such change brings exciting opportunities but also potential risks. Solve the right issues with the right tech, and you can bolster bottom lines and future-proof operations. Identify the wrong challenges and the wrong technology, and you risk trust, reputation, and even market share. Learn how to identify the right opportunities with MetLife's Bill Pappas in this episode from our conversation on the main stage at ITI NYC 2025 session, 'From Enable to Empower: Harnessing Technology to Drive Business Growth.' Join us as Bill outlines the innovations that help shape MetLife's strategy and how his team has evolved tech deployment from an enabler to an empowerer of business growth. Episode Summary The episode discusses the evolving role of technology and AI in business operations, particularly at MetLife. Bill Pappas, a leader in technology and operations, highlights the integration of traditional technology with client experience and operational processes. He emphasizes the importance of adapting to rapid technological changes and the need for new execution playbooks, as traditional methods become obsolete quickly. The discussion also covers the balance between human and AI collaboration, suggesting that while AI presents significant opportunities, humans will continue to play a crucial role, especially in areas requiring critical thinking. Bill stresses the importance of a commercial mindset for business leaders, understanding both the financial aspects and the competitive landscape. Furthermore, the Bill addresses the challenges of digital transformation, noting that many companies struggle with integrating new tools into existing ecosystems due to legacy technical debt and fragmented data. He advises business leaders to focus on the value proposition of new technologies and ensure their data is fit for purpose. Role of Technology and AI: Exploration of how technology and AI are transforming business operations at MetLife. Integration of traditional technology with client experience and operational processes. Adapting to Technological Changes: Importance of adapting to rapid technological advancements. Need for new execution playbooks as traditional methods become quickly outdated. Human and AI Collaboration: Discussion on the balance between human roles and AI capabilities. Emphasis on the continued importance of human involvement in areas requiring critical thinking. Commercial Mindset: Importance of a commercial mindset for business leaders. Understanding financial aspects and the competitive landscape. Challenges of Digital Transformation: Challenges companies face with digital transformation. Issues with integrating new tools due to legacy technical debt and fragmented data. Focus on Value Proposition: Advice for business leaders to focus on the value proposition of new technologies. Ensuring data is fit for purpose to maximize technology benefits.   This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.

SummaryIn this conversation, Dr. Chris L. Brown speaks with Jim Penman, the founder of Jim's Mowing, about his journey from academia to entrepreneurship. Jim shares insights into his early academic pursuits, the evolution of his business, and the core values that drive his franchise model. He emphasizes the importance of customer service, franchisee success, and the role of technology in enhancing customer experience. Jim also discusses his leadership style, character development, and the lessons learned from his business journey. The conversation concludes with Jim's vision for the future of his company and the importance of maintaining a strong company culture.TakeawaysJim's journey began with a PhD in personality and social change.The success of Jim's Mowing is attributed to thousands of micro ideas.Customer service is at the heart of Jim's business philosophy.Franchisee welfare is prioritized over profits in Jim's model.Understanding human nature is key to business success.Servant leadership is a core principle for Jim.Character development involves doing difficult but necessary tasks.Technology is used to enhance customer experience and service delivery.Learning from mistakes is crucial for growth in business.Jim's vision for the future includes maintaining company culture and values.Sound Bites"I just can't stand to let a customer down.""Happiness is never the primary goal.""I don't want to be a public company."Chapters00:00 The Journey Begins: From Academia to Entrepreneurship02:54 Building a Business: The Evolution of Jim's Mowing06:01 Customer Service Philosophy: The Heart of Jim's Mowing08:47 Franchisee Success: The Core Values of Jim's Mowing11:59 Understanding Human Nature: Insights from Business and Research15:49 Happiness and Well-being: The Pursuit of Meaningful Experiences19:56 Servant Leadership: Leading with Purpose and Integrity22:57 Character Development: The Importance of Discipline and Hard Choices26:57 Innovating for Success: Enhancing Customer Satisfaction through Technology32:44 Balancing Customer Service and Franchisee Profitability34:43 The Importance of Responsiveness in Business36:45 Leveraging Technology for Efficiency38:04 AI in Customer Service: A Double-Edged Sword43:13 Learning from Mistakes: The Journey of Growth48:40 Building a Strong Company Culture56:22 Future Vision: Sustaining Values and Growth

We are here at Forrester CX in Nashville, TN and hearing all about the latest insights and ideas for brands to create better experiences for their customers. If your AI roadmap doesn't include your customer, is it really a roadmap—or just a bridge to nowhere? Agility requires remembering who pays the bills: the customer. When shiny new tech shows up, it's tempting to sprint after it—often leaving the actual human in our dust. Today we're talking about staying customer-first in the race to adopt agentic AI. To help me dig in, please welcome Stephanie Liu, Senior Analyst at Forrester. Stephanie—welcome to the show! About Stephanie Liu Steph focuses on the intersection of marketing and privacy. She guides clients on how to strike a delicate balance between privacy, trust, and consumer expectations, all while navigating a rapidly shifting data deprecation landscape that spans consumers' privacy-protecting behaviors, regulation, tech limitations, and walled gardens. She examines topics like zero-party data, preference centers, data clean rooms, the customer data ecosystem, and how to deliver experiences that are personalized without being creepy. Steph has been quoted in publications such as the New York Times, CNBC, The Markup, Marketplace, and AdWeek; her work has featured in AdExchanger, Forbes, and elsewhere. Resources Forrester: https://www.forrester.com https://www.forrester.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150" Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Cas pratique d'une relation client Customer Centric : OPCO EP https://www.conseilsmarketing.com/fidelisation/dans-les-coulisses-dune-relation-100-customer-centric-retour-dexperience-dopco-ep/   Sommaire : OPCO EP, une volonté de proposer une relation client 100% customer centric OPCO EP, acteur clé de la formation professionnelle 3 piliers d'une Relation Client Customer Centric OPCO EP, les coulisses d'une relation client Customer Centric ! Des résultats concrets au centre de contact !

Customer-Centric Growth is no longer optional—it's the foundation of business success in an AI-first world. In this episode, Andy Halko, a 23-year marketing veteran and author of The Buyer-Centric Operating System, unpacks how companies can thrive by putting the customer at the center of every decision.If you're trying to decode the minds of today's hyper-informed buyers, improve your startup strategy, or integrate AI in marketing, this episode gives you the tools and insights to get ahead. Andy breaks down why understanding buyer psychology is the most critical competitive edge for founders, marketers, and leaders—and how ignoring it can stall your growth.You'll learn:Why old personas no longer work—and how AI-generated “twins” can fuel smarter decisionsHow companies like Apple use deep buyer insights to predict needs before customers even voice themWhat separates high-growth SaaS founders from the restWhy marketing clarity and leadership clarity matter more than ever in the noisy digital landscapeHow influence building—through public speaking, content, and community—can amplify your message and scale your businessAndy's approach is built for founders and executives who want more than tactics—they want clarity, connection, and customer-obsessed execution. If you're looking to transform your go-to-market game through smarter, customer-centric strategies, this episode delivers the blueprint.0:00 – Welcome & intro to Andy Halko1:00 – Starting a marketing agency with tech + creative roots2:00 – From personas to AI-generated “twins”4:00 – Staying focused vs. missing innovation6:00 – Anticipating customer needs like Apple8:00 – The new hyper-informed buyer & marketing impact10:00 – What top SaaS founders do differently12:00 – Why clarity matters in leadership and messaging14:00 – What clients look for when working with Andy15:00 – Final takeaways and how to connectCustomer-Centric Growth, Buyer Psychology, Hyper-Informed Buyer, AI in Marketing, Startup Strategy, Marketing Clarity, Leadership Clarity, SaaS Founders, Influence Building#CustomerCentricGrowth #AndyHalko #BuyerPsychology #HyperInformedBuyer #AIinMarketing #StartupStrategy #LeadershipClarity #MarketingClarity #SaaSFounders #InfluenceBuilding

On this episode, I dive into an enlightening conversation with Ryan Rael, a certified customer experience strategist and founder of Tight Ship CX. We explore how businesses can elevate their customer experience by streamlining operations and optimizing customer journeys while leveraging the right technology.  Ryan details the importance of customer feedback and technology in shaping exceptional customer journeys. He emphasizes how the blend of innovation from small businesses and the structured processes of corporate environments can create powerful strategies for growth and improved customer loyalty. Throughout our discussion, Ryan highlights the importance of understanding the connections between operational efficiency and customer satisfaction, asserting that businesses often overlook the impact their internal processes have on customer experiences. We address the common misconceptions businesses have about customer experience being a cost center, and Ryan provides concrete strategies for shifting this perspective. By identifying quick wins—such as obtaining feedback through accessible tech or refining response times—business leaders can demonstrate the direct relationship between customer experience enhancements and revenue growth. Ryan emphasizes the need for organizations to move beyond a transactional mindset and to foster deeper, relationship-oriented customer interactions that underpin long-term loyalty. A crucial point is the role of effective communication in customer experience. Ryan advocates for closing the feedback loop with customers, explaining that it's essential not just to gather insights but also to inform customers about changes made as a result of their feedback. This creates a sense of respect and value in the customer relationship, enriching their overall experience with the brand. Ryan reveals the initial step he takes with new clients: conducting a customer experience audit, giving a comprehensive view of the customer journey, to highlight key areas for improvement. Utilizing this holistic evaluation, businesses can gain clarity on customer touchpoints and uncover opportunities for impactful changes. The episode is a treasure trove of practical strategies and insights for any business leader to create truly customer-centric cultures.   Ryan's Contact Information: Website: TightShip Cx LinkedIn: @ryan-rael-ccxp   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 makes great software truly customer-centric? In this week's episode, Chris Huff, former CTO at Rent Group, joins TC Gill to break down the real secret behind building products that actually serve users. Spoiler: it's not about adding more features.

A well-designed website needs to do more than just look good. It needs to be intuitive. It needs to be useful. It needs to anticipate your customers' needs, even their state of mind, and guide them along the path from prospect to customer. The solution to those challenges is different for every small business. There's no one-size-fits-all answer for user experience (UX). In this episode, we're speaking with two experts from ZoCo Design, a healthcare-focused UX product studio centered on understanding people and what to build for them. Lacey Picazo is the founder and CEO, and Shane Richardson is a senior designer. Together, they'll help us understand: Why is user experience important when designing a website? What are common UX mistakes that small business websites make? How should your website's audience contribute to its UX? How do visuals and graphics contribute to website UX? Why should small business websites be mobile friendly? Are you ready to take control of your future and start building your legacy? Visit⁠⁠ getprovide.com⁠⁠. Provide is a division of Fifth Third Bank, National Association. All opinions expressed by the participant are solely their current opinions and do not reflect the opinions of Provide, its affiliates, or Fifth Third Bank. The participant's opinions are based on information they consider reliable, but neither Provide, its affiliates nor Fifth Third Bank warrant its completeness or accuracy and should not be relied upon as such. This content is for informational purposes and does not constitute the rendering of legal, accounting, tax, or investment advice, or other professional services by Provide or any of its affiliates. Please consult with appropriate professionals related to your individual circumstances. All lending is subject to review and approval.

On this episode of the Customers First podcast, I engage in a powerful discussion with Amita Sharma, co-founder of NourishDoc, a holistic wellness platform designed specifically for midlife women. Amita shares her journey through the debilitating symptoms she faced, underscoring how these experiences motivated her to create a platform that emphasizes empathy, personalization, and trust to meet the needs of underserved populations. Amita takes us through her vast background in high-tech, which provided her with a unique perspective on the gaps prevalent in healthcare. After experiencing her struggles with perimenopause and realizing the lack of support from both her workplace and healthcare professionals, she felt compelled to explore holistic wellness. Amita interviewed thousands of experts and discovered that the healthcare system largely overlooks women's health issues during these critical life stages due to insufficient research and training. Her revelations marked the beginning of a mission to elevate the conversation around women's health, particularly regarding the symptoms and challenges posed by hormonal changes. We dive deeper into the importance of addressing perimenopausal experiences not just through the lens of individual well-being, but also about workplace productivity. By illuminating how symptoms like brain fog, mood swings, and physical changes can impact women's performance at work, Amita highlights the necessity for businesses to create supportive environments that acknowledge these challenges. This conversation sheds light on how addressing these issues proactively can benefit both employees and employers. Amita elaborates on the 360-degree view of holistic wellness that NourishDoc provides. She explains that holistic wellness is not a trend but rather a comprehensive approach that nurtures the mind, body, and soul. The platform offers various resources such as diet and lifestyle modifications, therapeutic practices like breathwork and yoga, and evidence-based information on health management. Amita emphasizes that wellness isn't limited to physical health; mental and emotional health are equally critical components in navigating life's transitions, and that investing in oneself is imperative. As we conclude, Amita addresses how she has ensured affordability and access remain a priority in her model, understanding that high-quality wellness solutions must be available to everyone. This commitment underscores her compassionate mission to empower women and educate organizations about the importance of supporting their female workforce during these critical life stages.    Amita's Contact Information Website: www.nourishdoc.com LinkedIn: @amita-sharma-nourishdoc   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!    

Insurance is no longer something consumers have to seek out—it's something they're starting to expect, automatically and intuitively. Inspired by The Future of Commerce article on embedded insurance, this episode dives into how embedded insurance is reshaping consumer expectations, bridging protection gaps, and creating entirely new business models.We unpack what embedded insurance actually is, how it differs from traditional models, and why it's poised to become a $722 billion market by 2030. From real-time underwriting to AI-driven personalization, we explore how digital transformation is turning insurance into a value-added service—built into everything from your travel booking to your online cart.What You'll Learn in This Episode:1. What Embedded Insurance Really MeansSeamless integration of insurance into product or service purchasesWhy it's showing up in flights, smartphones, appliances, and even rental platformsHow embedded insurance differs from traditional and aggregate coverage models2. Why Embedded Insurance Is Growing RapidlyForecasted to grow 6x by 2030, especially in North America and AsiaDriven by the demand for convenience, immediacy, and personalizationA customer-centric shift from selling policies to helping people buy protection3. Benefits for Consumers, Businesses, and InsurersFrictionless buying experience and tailored micro-policiesBusinesses boost customer satisfaction, loyalty, and revenueInsurers expand reach and close the global protection gap4. The Technology Powering the TransformationAPIs enabling real-time offers and pricingAI and IoT driving dynamic risk assessments and usage-based coverageBlockchain streamlining claims and increasing transparencyKey Takeaways:Embedded insurance makes protection simpler, more relevant, and part of the purchase journeyIt supports greater access, personalization, and transparency—especially for underserved marketsTechnological advances like AI, IoT, and APIs are powering smarter, more adaptive coverageThis model empowers consumers to get the right protection at the right moment, reducing complexity and improving satisfactionSubscribe to our podcast for expert insights on insurance innovation, digital customer experience, and embedded finance. Visit The Future of Commerce for analysis on how embedded models are reshaping industries. Share this episode with insurance leaders, fintech innovators, and anyone exploring the future of frictionless protection.

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!  

Dive into this episode of The Kula Ring with Sean Momsen, VP of Business Development and Marketing at Evology Manufacturing. We discuss the secrets behind rapid manufacturing and how speed can revolutionize the customer experience. Sean shares his unique journey from aspiring car designer to leading a company that values your time as much as top-notch quality. Learn how Evology utilizes cutting-edge tech to deliver unparalleled service and projects on schedule while never losing sight of the human element. product development, or just fascinated by innovation and efficiency, this episode is a must-listen!

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...

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!

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!  

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. 

➡️ 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