Podcasts about Customer experience

Customer experience expert Jay Baer is stepping away from the keynote stage after 17 years and moving deeper into the world of tequila. He joins Jim Marous for a Banking Transformed conversation centered on five pours and five customer-experience questions for banks and credit unions. Tequilas tasted, in order: → Nosotros Blanco → Lost Lore Joven → Arette Reposado → Wild Common Añejo → Cazcáñes #7 Extra Añejo Each tequila opens a different discussion: first impressions, disconnected experiences across channels, the role of AI and automation, the difference between satisfaction and loyalty, and the advice Jay wants financial leaders to carry into the next decade. Jay explains why connected customer experience is usually a culture and leadership challenge rather than a technology problem. He also argues that as AI tools become widely available, the human touch becomes more valuable, especially when something goes wrong. His parting warning is direct: the more customers are treated like numbers, the more they will treat their financial institution as replaceable. Jay Baer is the author of Talk Triggers and Hug Your Haters and co-founder of The Tequila Report.

Mark Young is the CEO of Ryze Agency, where he helps brands scale through world-class marketing, sharp product positioning, and operational clarity. Mark has built multiple successful businesses and has become a trusted advisor for founders looking to break through plateaus and expand into new markets.  He has recently published a series of 5 books titled the Ecommerce Brand Guide to the Galaxy with Benjamin Hardy.Highlight Bullets> Here's a glimpse of what you would learn…. Differences between selling on Amazon and Shopify, focusing on intent-based versus cold traffic marketing.Common misconceptions brands have about marketing metrics, particularly the focus on ROAS.Importance of understanding customer acquisition cost (CAC), lifetime value (LTV), and average order value (AOV) for sustainable growth.Strategies for increasing average order value through upsells and bundles.The significance of customer experience and retention marketing on Shopify compared to Amazon.The role of storytelling and brand identity in engaging customers on Shopify.Examples of successful and unsuccessful brand strategies in e-commerce.Actionable takeaways for brands looking to scale on Shopify.The impact of brand loyalty and customer relationships on long-term success.Recommendations for influential books and tools in the e-commerce space.In this episode of the Ecomm Breakthrough Podcast, host Josh Hadley speaks with Mark Young, CEO of Ryze Agency, about scaling DTC brands on Shopify. Mark explains the fundamental differences between Amazon's intent-based selling and Shopify's cold traffic environment, emphasizing the need for brand storytelling. He challenges the common obsession with ROAS, introducing the "holy trinity" of metrics: Customer Acquisition Cost, Lifetime Value, and Average Order Value. Mark also highlights the importance of retention marketing and authentic customer relationships, sharing real success and failure stories to illustrate how strategy, not tactics, drives sustainable e-commerce growth.Here are the 3 action items that Josh identified from this episode:Shift from “conversion” to “connection” Stop treating Shopify like Amazon. Build demand through storytelling, content, and brand experience—optimize for trust and engagement before expecting conversions.Scale with the right metrics (not ROAS) Track and optimize your CAC:LTV:AOV triangle. Aim for a 1:3 CAC:LTV ratio, and be willing to accept lower short-term ROAS to acquire high-value customers.Increase AOV + retention to unlock profit Bundle products, upsell, and improve post-purchase experience. Focus on repeat buyers (email/SMS, loyalty, CX) to maximize LTV and make your paid acquisition sustainable.Timestamps:00:00:38 Introduction to the E-comm Breakthrough PodcastThe announcer introduces the podcast, aimed at helping seven-figure e-commerce business owners unlock their full potential and growth.00:00:52 Host's Introduction and Guest WelcomeHost Josh Hadley introduces himself and the episode's guest, Mark Young, CEO of Ryze Agency and author.00:02:12 The Challenge of Scaling from Amazon to ShopifyMark discusses why brands successful on Amazon often struggle on Shopify, highlighting the fundamental differences between the platforms.00:04:15 Amazon vs. Shopify: Intent vs. Cold TrafficA breakdown of how Amazon is an intent-based platform, while Shopify requires cold traffic marketing and brand storytelling.00:05:57 Common Misconceptions Brands Have with AgenciesMark explains the two types of clients he encounters: startups who think they know everything and brands with agency trauma.00:08:20 The Problem with Over-relying on ROASMark details why Return on Ad Spend (ROAS) is a "fool's metric" and how agencies can manipulate it.00:11:02 The Holy Trinity of E-commerce MetricsMark explains the three core KPIs brands should focus on: Lifetime Value (LTV), Customer Acquisition Cost (CAC), and Average Order Value (AOV).00:18:24 The Importance of Average Order Value (AOV)Discussion on why an AOV of at least $50-$100 is crucial for profitability due to shipping costs and consumer psychology.00:21:09 Focusing on Customer Experience and RetentionMark argues that brands focus too much on acquisition and not enough on creating an impressive backend customer experience.00:24:49 The Mindset Shift from Amazon to ShopifyBrands moving from Amazon must learn to focus on customer experience and brand storytelling, which Amazon handles for them.00:28:11 Building a Relational BrandThe importance of creating a personal, relational brand on Shopify, as opposed to Amazon's transactional nature. People buy from people.00:33:19 Be the Guide, Not the HeroUsing the "StoryBrand" framework, Mark explains that brands should act as the guide (Gandalf) for their customer (Frodo).00:35:09 Case Study: A Successful Skincare BrandA brand succeeded by understanding its brand voice, embracing omnichannel marketing, and defining clear goals for its agency partnership.00:38:00 Case Study: A Failed BrandA brand failed due to a reactive CEO, a singular focus on top-line revenue, and training customers to expect constant discounts.00:41:38 Three Actionable TakeawaysJosh Hadley summarizes the key lessons: understand your brand story, focus on LTV over ROAS, and prioritize customer retention.00:44:03 Mark's Most Influential BooksMark shares his favorite and most influential books, including works by Donald Miller, Will Guidara, and Stephen Covey.00:45:12 Leveraging AI in BusinessMark discusses how his agency uses AI, specifically "Claude bots," to imagine a new kind of business, not just automate tasks.00:48:08 Who to Follow in the E-comm SpaceMark recommends following Alex Hormozi and Donald Miller and emphasizes the value of nano and micro-influencers over macro-influencers.00:49:16 How to Connect with Mark YoungMark shares where listeners can find him, his books, and his agency, and discusses his passion for helping entrepreneurs.Resources mentioned in this episode:Josh Hadley on LinkedIneComm Breakthrough ConsultingeComm Breakthrough PodcastEmail Josh Hadley: Josh@eCommBreakthrough.comTools and Websites  "Ryze Agency": "00:02:01"  "Shopify": "00:02:55"  "

Why isn't Fixed Ops saving dealerships while vehicle sales and front-end gross are falling? In Service Drive Revolution #374, Chris, Hogi and Adam examine why service and parts departments are remaining flat when they should be carrying dealership overhead. Customers are keeping vehicles longer and driving more, yet many stores are booked out for weeks, losing customer-pay work and allowing independent shops to capture market share. The team identifies technician capacity as the primary constraint. When warranty repair orders begin matching or exceeding customer-pay ROs, it may reveal that customers who have a choice are going elsewhere. Chris explains why dealers must add technicians before the shop feels ready, price labor correctly and stop waiting for the mythical "unicorn" tech. They also challenge leaders to mystery-shop their own appointment process, reinvest in customer experience and replace systems that have barely evolved in a century. Plus: Is the AI bubble finally popping? The crew discusses failed AI phone systems, advisor kiosks and why AI works best as a tool that amplifies expertise—not as a replacement for human relationships. KEY TAKEAWAYS * Fixed Ops Should Carry the Store: When sales decline, service and parts should protect dealership profitability. * Capacity Is the Constraint: Being booked out sends urgent customer-pay work to competitors. * Watch the RO Mix: Warranty ROs exceeding customer-pay ROs can reveal technician shortages and lost retention. * Hire Before It Feels Comfortable: More technicians can improve work distribution, efficiency and available capacity. * Price Labor for Reality: Labor rates should reflect technician compensation, demand and the cost of timely service. * AI Should Amplify Talent: It can accelerate research, coding & internal systems, but cannot replace customer connection.  * Mystery-Shop the Process: Leaders often don't know how difficult their own BDC & appointment experience has become. FAQ Q: Why isn't Fixed Ops saving struggling dealerships? A: Many departments lack technician capacity, lose customer-pay work, use outdated systems and underinvest in retention and customer experience. Q: What does it mean when warranty ROs exceed customer-pay ROs? A: Warranty customers must return to the brand, while customer-pay clients can leave. A rising warranty mix may mean customers with choices are defecting. Q: Should a dealership hire technicians before its current techs are fully efficient? A: Yes. Additional capacity can improve workflow and efficiency while allowing the dealership to capture more work. Q: Should higher technician pay reduce service gross? A: It does not have to. Labor rates can be adjusted to reflect technician wages, market demand and the cost of timely service. Q: Can AI replace Service Advisors or the BDC? A: The team says current AI is better used as support. Advisors create trust, validation and relationships that automation cannot reproduce. Chapters 0:00 Live From Indiana 1:45 Why Isn't Fixed Ops Saving Dealerships? 2:35 Summer, Boats and Power-Sports Dealers 8:30 Buying Without a Test Drive 9:25 The Power-Sports Technician Shortage 1 0:20 Seasonal Service and Motorcycle Storage 17:55 Power-Sports Absorption 19:20 Parts and Service Between Two Flames 22:35 Is the AI Bubble Popping? 24:00 Tablets, Kiosks and Digital Inspection Hype 26:35 Why AI Phone Systems Are Failing 27:20 Where AI Actually Saves Time 30:40 AI vs. Human Customer Service 33:20 Use AI to Amplify Expertise 36:50 AI Is Changing Search 37:50 Why Fixed Ops Historically Carried Dealerships 40:55 Falling Sales and Flat Fixed Ops 44:00 Technician Capacity Is the First Problem 44:30 Warranty vs. Customer-Pay ROs 46:00 Add Capacity Before the Constraint 47:00 Why Independents Are Gaining Market Share 48:40 Mystery-Shop Your Dealership 50:40 Paying More for Technicians 53:25 Antiquated Dealership Systems 54:00 Consolidation and Customer Experience 57:20 Fixed Ops as a Force Multiplier 59:00 Dealership Leadership Needs Fixed Ops Experience 1:00:40 Final Thoughts

John continues his conversation with Alice Sesay Pope about how AI is changing business, leadership, and entrepreneurship. Alice explains how Generative and Agentic AI can help entrepreneurs and small businesses work faster, save money, and grow without huge teams. They also talk about trust, guardrails, and how to wisely use AI. About Alice Sesay Pope: Alice Pope is a Fortune 100 Customer Experience and Operations executive who helps enterprise organizations transform CX into a measurable driver of revenue, retention, and loyalty — while modernizing cost-to-serve through digital enablement, automation, and Generative AI. She leads at the intersection of customer trust, operational excellence, and innovation — because the organizations that win at scale don't choose between efficiency and empathy. They build intelligent systems that deliver both. With more than 30 years of executive leadership in complex, global environments, Alice has led large-scale transformations that connect the full CX ecosystem — product, engineering, analytics, care, and field operations — turning customer insight into sustained business performance. Listen to this episode to learn more: [00:00] - How The Trust Algorithm can help entrepreneurs [04:17] - Being a conduit [06:03] - What leaders should think about before implementing Agentic AI [08:00] - Every business starts with people [09:15] - What does it take to be a great leader in the AI age? [12:22] - Utilizing AI from day one when starting a new business [17:10] - How Alice's faith impacts her business [19:33] - Alice's definition of success [20:07] - The most valuable skill sets in the AI era [22:35] - Traits of a great leader [23:23] - #1 daily habit [24:23] - The legacy Alice wants to leave behind [26:11] - Book recommendations [28:17] - How Alice invests in her marriage [29:34] - Circle 10 and why this program is important to her [32:31] - Best way to connect with Alice [35:18] - Wrap-up NOTABLE QUOTES: "Don't take everything that a Generative AI gives you as gospel. Still inspect, still conduct your audit." "Life and business are all about relationships. There's nothing before that. There's nothing after that." "Every business is a problem solver of some kind." "Success is utilizing your God-given talents to make the world a better place. So, when you go to bed at night, you feel good about what you do." "You can have an advisor, or a coach, Generative AI. But there's nothing more powerful than a real person who could be a coach, who can exchange an idea with you, who can feel your pain when you've had a failure, and help you say, 'Get back up again,' and encourage you." "There will be people who embrace the tools that will build wealth in ways that we've never seen before … but, at the same time, there are people that will be too scared of it … and it will widen the wealth gap." "Don't just launch a generative AI solution just to be launching it … Start with your customer. What can you solve for your customer faster? Will it reduce customer effort? Will it increase loyalty?" "There's something that's still powerful about a human connection and I hope our world doesn't lose that." BOOK MENTIONED: Good to Great: Why Some Companies Make the Leap ... and Others Don't by James C. Collins (https://a.co/d/0aXgmwDX) USEFUL LINKS: https://alicesesaypope.com/ https://www.linkedin.com/in/alicesesaypope/ https://www.instagram.com/alicesesaypope/ https://x.com/Alicesesaypope https://www.youtube.com/@alicesesaypope The Trust Algorithm: How Leaders Build Trust with Generative AI - https://a.co/d/0aKOKLBw Transformation From The Inside Out - https://a.co/d/0esUYdS0 CONNECT WITH JOHN Website - https://iamjohnhulen.com    LinkedIn - https://www.linkedin.com/in/johnhulen Instagram - https://www.instagram.com/johnhulen    Facebook - https://www.facebook.com/johnhulen    X - https://x.com/johnhulen    YouTube - https://www.youtube.com/@iamjohnhulen    EPISODE CREDITS Intro and Outro music provided by Jeff Scheetz - https://jeffscheetz.com/ 

Connect With ChazClifton Muckenfuss co-founded a residential construction company in 2010 knowing nothing about construction. By the time he exited in 2021, 60 to 62 percent of his business was repeat and referral. He spent less than 1 percent of top-line revenue on direct response marketing. His Google reviews went from 3 in the first six years to over 100. None of that happened because of a marketing agency. It happened because Clifton built a system for expressing gratitude that turned satisfied clients into raving fans.In this conversation with Chaz Wolfe, Clifton breaks down the raving fan framework he now teaches business owners across the country, why a satisfied customer is actually a liability not an asset, the four-letter word that should alarm any contractor, and why the most expensive mistake most business owners make is stopping the relationship the moment the job is done.Clifton also shares the personal story behind why he built this in the first place. Multiple arrests. Aggravated assault charges. Drug sales and consumption. And a wife who looked him in the eye before the company existed and said: I don't know, but I believe in you. That one sentence changed everything.Key Takeaways:A raving fan is not just a happy customer. It is someone so obsessive about your people, your culture, your product, and your experience that they cannot wait to tell anyone who will listen.A satisfied customer is a liability. Fine is the four-letter word that should alarm you. Fine means something is wrong and they do not trust you enough to say what it is.It is not your customer's job to remember you. It is your job to make sure they cannot forget you. Most contractors complete the job and go find the next one. That is the gap.The biggest mistake most entrepreneurs make: they are too focused on the next opportunity and not focused enough on the key relationships that already exist. Your past customers know you, like you, and trust you. They are the easiest sale you will ever make.Clifton called a past client to thank them for a referral and casually asked about the windows. The client said do you do windows? Clifton had replaced their roof, deck, and siding. The client had no idea. That moment became the entire company philosophy.Referrals close at a higher rate. They buy at a higher price. They have fewer objections. And they lower your marketing costs. The gap between what you are currently spending on digital marketing and what you could spend by activating your existing relationships is almost entirely profit.Post-fulfillment follow-up is where most businesses fall apart. Right after a job is completed, when the client is at peak satisfaction, is the exact right moment to ask for a review, a video testimonial, and two or three referrals. Most business owners are too scared to ask because they are afraid something went wrong.If something went wrong, you want to know. A broken process that you cannot see cannot be fixed. The client who says fine and never calls again is more dangerous than the one who tells you exactly what went wrong.Express gratitude consistently and systematically. Relationship marketing is not a tactic. It is a philosophy that has to be built into every touch point before, during, and after the transaction.Internal raving fans matter just as much as external ones. Your employees and team members need to feel the same love and appreciation as your clients. The same gratitude framework applies to both.If you are a contractor business owner doing $1M+ and you feel stuck in the day-to-day, we built GTK for you.Through peer mastermind and 1:1 coaching, we help you:increase profitinstall real systemsbuild a team that runs the businessget your time backVisit www.gatheringthekings.com for information on how to apply.Connect with Chaz Wolfe (Host):WebsiteFacebookInstagramLinkedInYouTubeProfit Starts with Better Books!Clean books. Clear reports. Monthly bookkeeping built by business owners, for business owners.Disclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.Support the showLike what you heard? Share this episode with a friend and leave us a review on Apple Podcasts or Spotify! Join the conversation by visiting GatheringTheKings.com and apply to connect with other high-performing entrepreneurs and their families.

How AI and Behavioral Science Are Transforming Customer Experience    Shep interviews Roger Dooley, keynote speaker and author of The Persuasion Engine. He talks about how AI and neuromarketing tools help businesses predict consumer behavior, measure emotional reactions, and avoid costly customer experience mistakes.     This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:     How can businesses use AI to predict customer behavior accurately?   How can companies use AI and behavioral science to eliminate customer friction?     In what ways can companies use behavioral science to improve customer loyalty?   How do customer expectations directly shape customer experience?   How can predictive AI prevent negative customer reactions during policy or product changes?    Top Takeaways:      AI in customer service has moved beyond automation and support. Today, successful companies use AI to understand customer behavior. By tracking engagement like website clicks or scrolling patterns, companies can determine what customers like and dislike.    Technology such as eye-tracking, biometric sensors, and AI-powered simulators, at one time available only to a limited number of companies due to cost, is now more accessible to businesses of any size.     Customer experience and marketing are deeply connected. Understanding and predicting customer desires isn't just a marketing strategy. It is an important part of delivering a frictionless, positive experience.    Customer expectations strongly influence how they perceive the experience. For example, when the average customer is told that a bottle of wine is expensive, they tend to enjoy it more. This is seen in their feedback and even in their brain activity.    Small details can have a big impact when it comes to connecting with your customers. When companies remove small perks their customers are used to, the change might put off some loyal customers. Don't underestimate how small gestures can build long-term emotional loyalty.     Plus, Shep and Roger talk about insights from The Persuasion Engine. Tune in!    Quote:     "AI is better than most humans at predicting how people will react emotionally to any communication. Whether you change your loyalty program or alter your customer experience in some way, AI can predict and even prevent negative blowback."        About:      Roger Dooley is an author, speaker, and McCombs Business School lecturer known for bestselling books like Brainfluence and Friction. His newest book, The Persuasion Engine, discusses how AI democratizes powerful marketing tools for organizations of any size.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Send us Fan MailWhere should AI stop and a human step in? Rebecca Stone has spent 20 plus years finding the line.Rebecca Stone, Chief Customer and Marketing Officer at Plume, joins Yanique Grant to unpack why clean, centralized data is the real foundation of customer experience, and where AI should augment the journey versus where a human relationship has to show up. From the name problem that makes one customer look like four, to using AI to carry context across every support tier, to building high performing teams, Rebecca shares practical moves any leader can use.In this episode:- The first move to make when your customer data is messy - Where AI ends and human connection has to begin - Using AI to carry customer context across every support tier - The tools Rebecca can't live without: Claude, Gong, Salesforce, Marketo - Building high performing teams with The Five Dysfunctions of a Team - The Colin Powell quote that keeps her on trackFeatured resources:Book: Made to Stick by Chip Heath and Dan HeathBook: The Five Dysfunctions of a Team by Patrick LencioniClaude (AI for building presentations and freeing up time)Gong (conversation intelligence and customer context)Salesforce (CRM and customer data)Marketo (marketing automation)Connect with the guest:LinkedIn: Rebecca Stone, connect and send her a messageCompany: PlumeFollow the show: X @NavigatingCX and join our private Facebook group, Navigating the Customer Experience Community. Hosted by Yanique Grant.

John talks with Alice Sesay Pope about building trust with customers and employees, Agentic AI and Generative AI, and why we shouldn't be afraid of AI. Alice also talks about her newly released book The Trust Algorithm: How Leaders Build Trust with Generative AI. About Alice Sesay Pope: Alice Pope is a Fortune 100 Customer Experience and Operations executive who helps enterprise organizations transform CX into a measurable driver of revenue, retention, and loyalty — while modernizing cost-to-serve through digital enablement, automation, and GenAI. She leads at the intersection of customer trust, operational excellence, and innovation — because the organizations that win at scale don't choose between efficiency and empathy. They build intelligent systems that deliver both. With more than 30 years of executive leadership in complex, global environments, Alice has led large-scale transformations that connect the full CX ecosystem — product, engineering, analytics, care, and field operations — turning customer insight into sustained business performance. Listen to this episode to learn more: [00:00] - Intro [00:52] - Alice's bio & backstory [04:00] - Why companies must care for employees first to truly serve customers [05:56] - How feeling excluded earlier in life shaped her leadership style [07:15] - Ritz-Carlton example of empowerment and kindness [09:30] - Agentic AI and Generative AI [10:56] - Should we be afraid of AI? [12:44] - How to use AI tools to grow your career [16:47] - Why our education system needs to evolve with AI [20:44] - Normalize failing as a learning tool [22:55] - What are the best ways to build trust? [25:56] - How dynamic pricing and algorithms affect trust [28:57] - Why is building trust so difficult? [30:34] - Why trust is the currency in the AI era [32:44] - The Trust Algorithm book NOTABLE QUOTES: "Experience is the best teacher." "If you're not taking care of your people first, you're not going to have a company in order to help customers." "Agentic AI tools can make decisions for customers, but sometimes they don't understand those moments that matter, and they don't rarely understand the human touch. And that's why I believe humans are still important to delivering a great experience." "There's a human component to trust that just can't be made." "Customers won't leave a brand that they trust. Instead, they will increase their overall loyalty." "When you do the right thing for your employees, they will go to heights you can't even imagine to do the right thing for customers and to represent a company." "There are various companies that may or may not invest in the time or the money that it takes to reskill associates. So we all have to take control of our careers. We have to be more deliberate about how we think about how we want our careers to be." "Our educational system has to change. It must change, especially in the world of AI. Our education system has to evolve to teach students to be critical thinkers, and also to be more creative to generate new ideas, processes that perhaps don't exist today." "There are some schools that say they ban AI tools. I believe that's wrong, because in the real world, people are using them. There's so much value to utilizing these tools to accomplish so much more, faster." "Generative AI can be a very good thing if it is implemented in a fair and ethical way." "We can't resist the change. The change is here. Can't resist it, but we can implement it in a way that's value-driven." USEFUL LINKS: https://alicesesaypope.com/ https://www.linkedin.com/in/alicesesaypope/ https://www.instagram.com/alicesesaypope/ https://x.com/Alicesesaypope https://www.youtube.com/@alicesesaypope The Trust Algorithm: How Leaders Build Trust with Generative AI - https://a.co/d/0aKOKLBw Transformation From The Inside Out - https://a.co/d/0esUYdS0 CONNECT WITH JOHN Website - https://iamjohnhulen.com    LinkedIn - https://www.linkedin.com/in/johnhulen Instagram - https://www.instagram.com/johnhulen    Facebook - https://www.facebook.com/johnhulen    X - https://x.com/johnhulen    YouTube - https://www.youtube.com/@iamjohnhulen    EPISODE CREDITS Intro and Outro music provided by Jeff Scheetz - https://jeffscheetz.com/ 

Hey CX Nation,In this week's episode of The CXChronicles Podcast #283, we welcomed Joseph Lepordo, CEO at In2ition AI based in North Andover, MA. In2ition AI is the always-on intelligence platform built for frontline revenue operations.The In2ition AI team handles inbound and outbound calling, candidate screening, training, coaching, and employee engagement — 24/7, at scale, without adding headcount.In this episode, Joe and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #283 Highlight Reel:**1.  Leveraging AI for its pattern recognition power2. Mastering communication is paramount for tomorrow's leaders3. Why customer feedback & requests need to become your company's realityClick here to learn more about JosephClick here to learn more about In2itionAIHuge thanks to Joe for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles TodayTweet us @cxchroniclesCheck out our Instagram @cxchroniclesClick here to checkout the CXC websiteEmail us at info@cxchronicles.com Remember To Make Happiness A Habit!!

We just launched our new book! You can grab The Power of Your Personal Brand: A Playbook for Struggling Middle Managers Who Want to Do Big Things on Amazon or at ForthRight-People.com Customer experience (CX) can be a game-changer when it comes to differentiating your brand. But, you need to do the work to get your CX to a good place. That involves getting a deep understanding of the customer's journey and creating a true relationship with your customers - not just selling to them. We wanted you to learn from a force in the world of CX, so we welcomed on Allen Adamson. He's the Co-Founder of Metaforce and Author of many books, including Seeing the How. For more about ForthRight Business by ForthRight People or for 1:1 consultation, check us out at ForthRight-Business.com And as always, if you need Strategic Counsel, don't hesitate to reach out to us at: ForthRight-People.com FACEBOOK https://www.facebook.com/forthrightpeople.marketingagency INSTAGRAM https://www.instagram.com/forthrightpeople/ LINKEDIN https://www.linkedin.com/company/forthright-people/ RESOURCES https://www.forthright-people.com/resources VIRTUAL CONSULTANCY https://www.forthright-people.com/shop

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Erik Arnold, Director of GovWizely, to explore how search and artificial intelligence are reshaping the way people find and interact with government information.Drawing on his extensive experience in search technology, including his work with USA.gov and Search.gov at the General Services Administration (GSA), Erik shares insights into the critical role search plays in connecting the public with trusted, authoritative information across government agencies.Martha and Erik discuss the potential for AI to move government services beyond simply providing information toward delivering more seamless, integrated experiences. They explore how AI could help agencies break down data silos, automate complex processes, and better support people through important life events—such as navigating a name change across multiple government systems.The conversation also examines what it will take to successfully implement AI in government, from adopting product-focused and agile approaches to addressing workforce and cultural change. Erik offers his perspective on how AI may reshape government jobs, emphasizing that the technology is more likely to transform roles and responsibilities than simply reduce headcount.Tune in for a thoughtful conversation about the evolution of government search, the future of AI-enabled services, and what agencies can do today to create simpler, more connected experiences for the public.Connect with Erik Arnold: erik@govwizely.comThank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!Stay Connected:Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned:Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

This episode is brought to you by Lightspeed.From fiber maxxing and liver health to GLP-1 support and protein-packed everything, wellness trends are evolving faster than ever. For retailers, the challenge isn't just keeping up, it's helping customers separate hype from lasting habits.In this episode of Retail Remix, Kate Robertson sits down with Sharon Leite, CEO of The Vitamin Shoppe, to discuss the findings from the company's 2026 Health & Wellness Trend Report. Sharon shares how The Vitamin Shoppe is identifying emerging trends through social media, supporting customers with trusted education and curated product assortments and using AI to empower associates with science-backed insights. The conversation also explores how wellness priorities differ across generations and why credibility has become one of retail's most valuable assets. Key TakeawaysHow trends like fiber maxxing, liver health and GLP-1 support are reshaping the health and wellness category Why trust, product quality and science-backed education have become critical differentiators in wellness retail How The Vitamin Shoppe is using AI to equip store associates with better research and customer guidance Why Gen Z and Boomers approach wellness differently — from health FOMO to healthy aging How curated assortments, knowledgeable associates and nearly 50 years of credibility set The Vitamin Shoppe apart in an increasingly crowded market Related LinksLearn more about Lightspeed's commerce platform for retailersExplore The Vitamin Shoppe's wellness products, health resources and trend insightsCheck out The Vitamin Shoppe Health & Wellness Trend Report 2026Read: Torrid, Circana and PwC Executives Discuss How GLP-1s Are Impacting RetailGet more retail industry insights from Retail TouchPointsSubscribe and catch up on all episodes of Retail Remix ----Ready to make smarter inventory, merchandising and buying decisions? Discover how Lightspeed helps retailers streamline operations, manage inventory and stay ahead of changing customer demand at lightspeedhq.com/pos/retail 

Winning a new customer doesn't end when the first cleaning is booked. In this episode of The Profit Cleaners Podcast, the Brandons discuss how losing customers after their first or second clean can quietly make your entire customer acquisition process less efficient. They explain why cleaning business owners should look closely at their retention data, identify where customers are dropping off, and determine whether the first-clean experience may be contributing to unnecessary churn.They also share practical ways to create a stronger customer experience, including handwritten notes, thoughtful leave-behinds, proactive follow-up, and small details that keep your company top of mind between visits. More importantly, they explain why the way you respond when something goes wrong can have just as much impact as getting everything right in the first place.Through real stories from their cleaning businesses, the Brandons show how honest communication, accountability, and a willingness to make things right helped them preserve customer relationships even after mistakes were made. A broken item doesn't necessarily have to mean a lost customer. How your company responds can determine whether that mistake becomes a cancellation or a story the customer tells their neighbors for all the right reasons.If you are successfully bringing new customers through the door but struggling to keep them, this episode will help you rethink the first clean as more than a service appointment. It's an opportunity to build trust, demonstrate value, and create an experience customers want to continue.Listen now!Download the “We Broke Something” leave-behind to help your team communicate clearly with customers when something gets damaged during a clean. Click here: profitcleaners.com/leavebehindHighlights:(01:23) Why the first clean should be treated as an audition for recurring business.(03:16) How losing customers early can make customer acquisition significantly more expensive.(05:13) Why customer retention and lifetime value matter to the long-term health of your business.(07:06) How to use your business data to identify first-clean and early customer churn.(10:25) Simple ways to make the first-clean experience more personal and memorable.(12:11) How thoughtful leave-behinds can keep your cleaning company top of mind.(14:12) How to respond professionally when a customer is unhappy with a clean.(15:39) Why proactive follow-up can uncover concerns before they become cancellations.(18:36) How honest communication after breaking a customer's item strengthened the relationship.(21:38) Why taking responsibility for a costly mistake helped preserve a long-term customer.(24:09) How going above and beyond to correct a problem can become part of your referral story.(25:51) Why every customer interaction should be handled with your reputation in mind.(26:59) Why customers are ultimately buying more than a clean.Links/Resources Mentioned:Profit Cleaners Website Watch the FREE Masterclass: https://profitcleaners.com/masterclass)Join the FREE Facebook community: https://www.facebook.com/groups/profitcleaners/Visit profitcleaners.com/cleanerclean to stay updated on everything coming next from Profit Cleaners. profitcleaners.com/cleanercleanDownload the “We Broke Something” leave-behind: profitcleaners.com/leavebehindDownload the “We Broke Something” leave-behind: profitcleaners.com/leavebehind

Drop us a message! We'd love to hear from you.Don't sacrifice your own taste. Content moves fast these days. Tools can write it, cut it, and localize it in seconds. But the parts of your work that connect with people, those still come down to you. In this episode, host Matt Pierce sits down with Adam Avramescu, fractional leader and consultant in Customer Education and Scaled Customer Experience, to talk about how AI is reshaping the way we teach and support customers. They explore where AI genuinely contributes, where it falls short, and how customer education is becoming something much bigger than courses and certifications. Adam also gets into how to build real taste as a creator, and why the best AI tools still depend on good, human-made content. Learning points from the episode include: Good documentation allows you to get your AI support tool up and running fast, Adam saw this pay off first hand with a 25% drop in tickets and over 80% of eligible questions resolved by AI during Personio's busiest time of year.AI avatars, voice, and localization have gotten good enough to lean on for things like product walkthroughs that need frequent updates, but letting customers know when they're watching something AI-assisted is key!Taste comes down to inspiration plus discernment. Adam's advice is - embrace the tools for what they help you do, but don't lose your own taste in the process, because that human judgment can't be replicated.Important links and mentions: Connect with Adam Avramescu on LinkedInAdam's podcast on customer education, co-hosted on a rotating panel formatAdam's podcast on the future of CX, co-hosted with Dee Kapila Fin - the AI support tool Adam mentions using at Personio Prefer to listen to a podcast? You can find The Visual Lounge on your favorite podcasting platform:  https://thevisuallounge.buzzsprout.com 

In this episode, Tim rejoins the show to share more tips, his journey from marketing to show business, emphasizing the importance of niching down, branding, and strategic scaling for entrepreneurs. Discover practical tips on building a personal brand, leveraging micro niches, and creating a unique customer experience."Branding colors are everything."Chapters0:00 — Branding Colors and Consistency0:44 — Introducing Tim and His Journey1:45 — How Tim Got into Marketing4:58 — Leaving the Old Career Behind6:48 — The Importance of Delegation8:31 — Niching Down and Knowing Your Audience9:30 — Building a Strong Brand11:47 — Combining Magic and Music12:55 — What's Next for Tim14:13 — Tim's Generalist Approach Based on Geographic Area 16:19 — Where to Find Tim OnlineOther Key Takeaways*Tim's transition from marketing to show business*How he scaled his businesses*Creating a unique customer experience*Using Google Business Profile for local marketing"Live your bliss and have fun."After the show, enjoy more tips and insight from his first episode with us on July 20, 2025 here!Send us Fan MailSupport the showRemember to subscribe for the next episode. Show Partner: ComingAlive PodcastProduction.comMusic Credits: Copyright Free Music from Adventure by MusicbyAden.

Andy Povey is joined by Stephen Reid, Director of Attraction Brand Consultants, to discuss whether suppliers are the backbone of the attractions industry. They explore operator-supplier relationships, innovation, AI, visitor expectations, human connection, and the future challenges facing museums, theme parks, zoos, and family attractions.   Topics Discussed Are suppliers the backbone of the attractions industry? Operator vs supplier perspectives Building trust and long-term relationships Innovation through collaboration Trade associations and industry culture Why networking matters Learning across different attraction sectors Transferable ideas between museums, zoos, and theme parks The role of suppliers in problem solving Rising operating costs for attractions Competition for guests' time and money Managing visitor expectations Queueing and guest flow challenges AI and platform integration The future of ticketing and operations Technology vs storytelling Why immersive is often overused Human interaction in visitor experiences Theatre and live performance in attractions Lessons from farm attractions and seasonal events The importance of owner-operated attractions Guest reviews and personal service Innovation at the granular level The Sphere in Las Vegas Freedom to fail and experiment Practical advice for attraction operators   Show references:    Stephen Reid - Director of Attraction Brand Consultants https://www.kayelliott.co.uk/ https://www.linkedin.com/in/stephen-reid-37723010/   Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your guest host is Andy Povey. If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm. If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn. Credits: Written by Emily Burrows (Plaster) Edited by Steve Folland Produced by Emily Burrows and Sami Entwistle (Plaster) Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop' — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth. Download your FREE copy here

Send us Fan MailCustomer experience is changing. The focus is moving beyond simply having conversations with customers towards actually completing the task or resolving the issue.In this episode of Cavell Cloud Conversations, Finbarr is joined by Chris Morrissey from Zoom to explore how AI is transforming contact centers, from virtual agents and workflow automation to agentic AI, orchestration and decision intelligence.The conversation looks at why businesses need to move beyond AI hype and focus on measurable outcomes. Chris explains how AI can complete workflows during customer interactions, connect systems behind the scenes and help organisations deliver faster, more effective resolutions.The discussion also explores how businesses should approach AI adoption. Rather than trying to transform everything at once, starting with focused use cases can help organisations demonstrate value, build internal confidence and create a foundation for wider adoption.Key TakeawaysAI can do more than have a conversation. The next stage of customer experience is about AI actually completing tasks and resolving customer needs during the interaction.Start small, prove the value and build from there. Successful AI adoption does not necessarily require a massive transformation programme. Focused use cases can demonstrate results and create confidence for further investment.Integration is becoming critical. AI can only deliver on its promise when it can access the systems, data and workflows needed to complete a customer's request.The technology stack is converging. The traditional boundaries between contact center, communications, automation and AI platforms are becoming increasingly blurred.The goal should be better outcomes, not simply lower costs. AI can create efficiencies, but the opportunity is to reinvest those savings into better customer experiences and continued innovation.

Amazon keeps raising the bar. Steve Dennis and Michael LeBlanc open with the retailer's blockbuster quarter: massive gains in AWS and advertising, staggering AI capex, and retail revenue up 16% year over year, up from 12% last year. Third-party sellers now drive more than 60% of the business, and Citi pegs underlying GMV growth near 10%, roughly double the industry average. Amazon's B2B division alone now tops $60 billion, bigger than all but eleven U.S. retailers. Then the hosts dig into the agentic commerce numbers Amazon disclosed as Rufus folds into Alexa shopping, why sample bias demands caution here, and how grocery momentum is turning Amazon into a mega market-share threat.  Then: Shopify's revenue up 32%, and the tale-of-two-cities reality that a handful of giants now drive nearly all e-commerce growth. A mid-year check on Steve's Prediction #8 — luxury's future won't be evenly distributed. LVMH, Kering, and Capri lag on China softness and war induced Gulf weakness, while Hermès, Ralph Lauren, Richemont, and Zegna keep delivering outsized results. Live from the CommerceNext Growth Show: Kartik Hosanagar. He's Wharton's John C. Hower Professor of Technology and Digital Business, author of A Human's Guide to Machine Intelligence, and co-founder of Bliss Labs. His argument: the biggest shift in retail isn't a new technology or channel. It's a new customer. Treating AI as another distribution channel is the same mistake movie studios made with Netflix. There's no marketing science for AI yet. $9.99 pricing, scarcity, social proof — a model may not respond to any of it. Kartik walks through the Ridge wallet case: invisible in ChatGPT's "gifts for men" results, then the default recommendation within three weeks, complete with a hallucinated promotion. Every retailer faces the same fork: efficiency or meaning. The middle is the most dangerous place to stand. Kartik also details the simulation sandboxes that let brands test counterfactuals in a day instead of eight weeks, why you can't just ask an LLM why it picked a brand, and the three attitudes retailers need now: curious, experimental, collaborative Back in studio: Wayfair's encouraging quarter and Steve's change of heart, Warby Parker's mixed report as store count passes 400, tariff rebates ($100 billion of $160 billion already repaid, more tariffs looming), and whether live selling has hit its tipping point with QVC out of bankruptcy and Whatnot valued at $20 billion. 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 author 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 a senior retail advisor, keynote speaker and media entrepreneur. Michael has delivered keynotes, hosted fire-side discussions hosted senior retail executive on-stage in 1:1 interviews worldwide. Michael produces and hosts a network of leading retail trade podcasts, including The Remarkable Retail Podcast, The Voice of Retail, The Food Professor, The FEED powered by Loblaw and the Global eCommerce Leaders podcast. He has been recognized by the NRF as a global Top Retail Voice for 2025 and 2026 and continues to be a ReThink Retail Top Retail Expert for the fifth year in a row.

Send us Fan MailWhat if the fastest way to lead change was to stop trying to feel confident? Executive coach Terez Rijkenberg says clarity beats confidence every time, and she has the frameworks to prove it.Terez Rijkenberg, executive coach to C-suite leaders and director at Tuitive AI, joins Yanique Grant to share the two frameworks behind her work: the RAFT formula (results, actions, feelings, thoughts) and Radical Adaptability. She unpacks how change really happens, how she coaches leaders through it with a real client story, and how her Claude-based AI system hands executives back 10-plus hours a week. She also shares the grounding quote she uses when stress spikes.In this episode:- Terez's journey from the corporate ladder through postpartum depression and identity shift to executive coaching - The RAFT formula: why your thoughts drive your feelings, actions, and ultimately your results - Radical Adaptability: safety, clarity, belief, experiment, and integrate, the five steps of real change - A client story showing why coaching a team is faster than telling them what to do - Before and after: building AI workflows that remove manual work and free leaders to think - The grounding self-talk Terez uses under pressure: this is not an emergencyFeatured resources:Book: The Success Principles by Jack CanfieldBook: The Freakonomics series by Steven Levitt and Stephen Dubner (her gateway into behavioral economics and psychology)Claude (Anthropic) - where Terez builds her processes, systems, and personalized client dashboards AI Amplified Exec - her Claude plugin that turns spreadsheets, transcripts, and documents into branded outputs like board packs in minutes Tuitive AI - where Terez is director and built AI Amplified Exec, helping senior executives use AI safely for real gains in personal productivity.Connect with the guest:Website: terezrijkenberg.comWeekly email / blog: terezrijkenberg.com/blogLinkedIn: Terez Rijkenberg (most active here)Follow the show: X @NavigatingCX and join our private Facebook group, Navigating the Customer Experience Community. Hosted by Yanique Grant.

Grab our breakdown of the 5 Low-Cost Businesses That Make $1 Million: https://www.franchiseempire.com/lowcost?utm_source=feaug112026Cabinet IQ founder and CEO Michael Hartel breaks down what it actually takes to own one of the fastest-growing kitchen cabinet and countertop franchises in the country. He walks through the real numbers — the investment range, first-year revenue, and how new owners with no industry experience are opening strong by simply running the playbook. Michael explains why the showroom costs less to build than people fear, how franchisees beat shops that have been open 40 years, and the five core values he looks for in every candidate. If you're weighing which franchise to buy, this is a candid, numbers-first look at the model, the support, and the kind of person who thrives in it.------------------Considering Investing In A Franchise?

What You'll Learn in This Episode:In this episode, Patrick Adams is joined by Rebecca Moyers, Director of Operational Excellence for the State of Missouri, for a preview of her session at the Lean Solutions Summit, The Feedback Advantage. Rebecca shares how the State of Missouri is using employee and customer feedback to guide process improvement, strengthen experiences, and focus limited resources on the improvements that matter most.The conversation explores how Missouri built an operational excellence community across 17 executive agencies, uses feedback to support both employee and customer experience, and applies omni-channel listening to better understand the entire customer journey. Rebecca also explains why organizations need to look beyond internal silos and consider whether every part of an experience connects seamlessly from the customer's perspective.Rebecca shares practical examples of collecting feedback through website interactions, surveys, call centers, and operational data, and emphasizes that organizations shouldn't ask for feedback unless they're prepared to act on it. Most importantly, she explains that these principles aren't limited to government or large organizations; teams in virtually any industry can use intentional feedback to improve processes, culture, and the experiences they create.Key Takeaways:Feedback helps organizations focus improvement efforts on what matters mostGreat customer experiences require looking at the entire journey—not individual silosEmployee and customer feedback become more powerful when paired with operational dataDon't ask for feedback unless you're prepared to act on itLinks:https://www.findleansolutions.com/lean-summit/https://www.findleansolutions.com/

This week's bonus episode dives into a timely payments story that highlights the challenges businesses can face when things go wrong in today's digital payment ecosystem. Join Charlie Kelly, Partner at Remedy Consulting and frequent host of BankTalk, as he shares a bizarre but true story involving QuickBooks and a business-to-business payment that never reached its intended recipient. What followed was a frustrating and surprisingly complex effort to recover the funds from one of the largest fintech companies in the industry.Send us Fan MailFor more information on BankTalk:BankTalk  WebsiteSubscribe to BankTalk NewsRemedy Consulting WebsiteRemedy LinkedInTo speak on the BankTalk Podcast, please  email us. 

AI is forcing every customer experience leader to choose: chase efficiency at any cost, or scale service without losing the human heart. Jeannie Walters sits down with Vincent Davis, Chief Customer Officer and SVP of Customer Experience at PG&E, to unpack what it takes to build empathy, accountability, and trust in a world where automation is everywhere and customer patience is thin.We dig into Chewy's approach to empathy at scale, and why values beat hype in an AI strategy. Customers don't feel your intentions, they feel the experience, especially during outages, service interruptions, and billing issues. We look at crisis readiness through United Airlines' handling of irregular operations, then dig into PG&E's work across digital channels, contact centers, billing, and insights. Vincent explains how an IVR named Peggy boosts containment and satisfaction while freeing agents for higher-impact work. We also cover customer obsession, employee experience, process simplification, and why customers measure every brand against the best they've had, from Amazon to Uber.If you care about customer experience strategy, AI in the contact center, proactive communication, and building trust when things go wrong, subscribe, share this with a CX leader, and leave a review with your biggest question about empathy and automation.About Vincent DavisWith more than two decades of experience in the energy industry, Vincent Davis leads with the conviction that customer experience is not one department's job, but a standard for the entire company.As Chief Customer Officer at PG&E (https://www.pge.com/), one of the largest customer experience organizations in the utility industry, he leads a team of roughly 2,000 coworkers, overseeing more than $22 billion in annual revenue and a portfolio of programs and products spanning everything from smart meters and billing to digital channels and customer service.Davis is the driving force behind Customer at the Heart, PG&E's award-winning initiative that has changed how the company approaches customer experience, with the mantra that the company will build trust by delivering a 10 out of 10 experience in every interaction. He believes customer trust is earned by being present in the communities PG&E serves and ensuring customer voices are reflected in business decisions. Davis's path to this role has taken him through nearly every part of the customer function, from leading PG&E's Energy Efficiency Programs group to directing a $1 billion demand-side management portfolio and spearheading an $850 million Advanced Meter Replacement initiative.Earlier in his career at Duke Energy, he led the Envision Charlotte program, a public-private sustainability partnership recognized by the Clinton Global Initiative.He holds a Bachelor of Science in Accounting from the University of South Carolina and an MBA from Queens University of Charlotte. He has executive management certifications from Stanford and UNC Chapel Hill. In 2022, he received the Leadership Excellence Award in Energy at the Energy Inclusion Conference.Follow Vincent on LinkedIn: https://www.linkedin.com/in/vincent-davis-6436a01Articles Mentioned:- Chewy's CEO Is Chasing ‘Empathy at Scale' (Inc) -- https://www.inc.com/stephanie-mehta/chewys-ceo-is-chasing-empathy-at-scale/91358987- Amazon Connect Customer Brings Live Sync and the Agentic CX Designer to CCW – Here Is Why That Matters (CX Today) -- https://www.cxtoday.com/ai-automation-in-cx/amazon-connect-customer-brings-live-sync-and-the-agentic-cx-designer-to-ccw-here-is-why-that-matters/- KeyBank modernizes its digital experience with customer relationships front and center (CX Dive) -- https://www.customerexperiencedive.com/news/keybank-modernizes-digital-experience-customer-relationships/823575/Resources Mentioned:Order your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators Website -- https://experienceinvestigators.comEnjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

One of the biggest shifts we can make as property managers is moving beyond simply managing properties to genuinely managing investments. I'm joined by Tim Meyers, co-founder and Managing Partner of Winvest Management in Miami, who brings a unique corporate finance perspective to property management. Our conversation explores why financial transparency, proactive communication and genuine relationship-building aren't "extra" services–they're the foundation of creating trust with both owners and tenants.We unpack what it really means to elevate the customer experience, from providing meaningful monthly financial commentary instead of generic statements to questioning maintenance costs, negotiating better outcomes and helping owners understand the performance of their investment. Tim shares how small, consistent touchpoints, clear communication and attention to detail can transform client relationships, strengthen referrals and position your agency as a trusted advisor rather than simply a service provider.If you've ever wondered how to stand out in an increasingly competitive market, this conversation is a timely reminder that exceptional property management isn't about flashy ideas—it's about doing the fundamentals exceptionally well. We also discuss guarantees, leadership, the power of listening before offering solutions, and why understanding an owner's long-term goals allows you to make smarter decisions that deliver value well beyond rent collection.“Property management is a little bit like a game. There's a rulebook. There's things you're not allowed to do. Right. And I'm not a rule breaker. I'm not insinuating that I violate the rules. But in order to run things efficiently and in the best manner, you have to know the rulebook really well. You get to know when you're close to it. You got to know when you're potentially going to overstep the lines.” - Tim MeyersWe cover:Importance of attention to detail in property management.Utilizing technology to manage costs effectively.Addressing gaps in customer service and financial transparency in the industry.Leveraging corporate finance experience for better property financial management.Building trust with property owners and tenants.Proactive communication strategies in property management.Financial oversight and alignment with property owners' goals.Simplifying financial management processes for property managers.Emphasizing rental guarantees and service level commitments.The significance of referrals and relationship-building for business growth.A big shout-out to our amazing podcast partner Ailo.Ailo is an Australian property management software and app designed to streamline communication and payments between property managers, owners, and tenants. It offers in-app chat, real-time rent tracking, and maintenance management, aiming to modernise property management and improve transparency for all parties.Book an Ailo Demo and get your Mecca Gift Card:http://ailo.io/tpmFollow Ailo:https://www.instagram.com/ailohq/Kylie's Resources:Property Management Growth School: https://courses.thatpropertymum.com.au/TPM-BDMSchoolDigital Marketing School: https://courses.thatpropertymum.com.au/digitalschoolThat Property Mum Courses: https://www.thatpropertymum.com.au/courses/The PM Accelerate Membership: https://courses.thatpropertymum.com.au/accelerateBook a Strategy Call with Kylie: https://calendly.com/kylie-tpm/coaching-call Kolmeo: https://kolmeo.com/Find out about our Done for You Lead Generation - https://calendly.com/kylie-tpm/done-for-you-leads-discovery-call35 AI Prompts to help you Grow your Business on Social Media: https://courses.thatpropertymum.com.au/35-prompts-to-grow-your-property-management-business-on-social-mediahttps://courses.thatpropertymum.com.au/5-misktakes-replayDigital Marketing and AI Academyhttps://courses.thatpropertymum.com.au/digitalmarketingyesConnect with Tim Meyers:https://winvestmanagement.com/Connect With Kylie:Follow Kylie Walker on Instagram- https://www.instagram.com/thatpropertymum_/Follow Kylie on Facebook - https://web.facebook.com/thatpropertymumConnect with Kylie on LinkedIn - https://www.linkedin.com/in/kylie-wal...Explore Kylie's Website - https://www.thatpropertymum.com.au/Watch Kylie on YouTube - https://www.youtube.com/@thatpropertymum

ABOUT HEIDIMARIE KRIZ Heidemarie's profile: linkedin.com/in/heidemarie-kriz-0772177 Websites: positiveaffairs.com (Company) krizh.com (Company) pointofsale.doctor (Company) Phone: +43 676 3026618 (Work) Address: Kohlmarkt 8-101010 Vienna I Austria Email: office@krizh.com AKTUELLER RETAIL NEWSFLASH PODCAST >>> https://fanlink.tv/rnfp13022026 Latest Press releases KRIZH in Forbes Magazine Slovakia :  https://www.forbes.sk/super-retail-club-prichadza-na-slovensko-prvykrat-nan-zavita-expertka-heidemarie-kriz/ BIO: Heidemarie Kriz is among the pioneers who recognized the multi-sensory dimension of retail long before it became a trend. With almost 30 years of international experience, she merges with architecture, design, and commerce to create environments that are both emotionally engaging and commercially effective. She has directed more than 200 retail projects across Europe and the MENA region for global brands such as Nike, Apple, and Levi's. Her Vienna-based studio KRIZH® stands for brand-focused spatial design and holistic retail strategy — from concept development and customer journey mapping to sensory engagement and visual merchandising. Acting as a one-stop shop for retail innovation, her work transforms spaces into immersive brand experiences that engage all five senses and build lasting customer relationships. Before founding her studio, Heidemarie held senior roles at international retail brands, where she developed store concepts rolled out across Europe. (more than 200) Her portfolio extends beyond retail to hospitality and office design — experience that enables her to identify synergies and develop solutions that transcend industry boundaries. In 2020, she founded Point of Sale Doctor®, a hybrid consulting platform optimizing retail spaces both in-store and online. With her rapid analysis method, she provides precise, actionable input-from layout to product presentation- achieving measurable sales growth for her clients. Recognized as a Top Retail Expert 2025 & 2026 by RETHINK Retail in New York City, Heidi is a published author (Stores + Shops, Across Magazine, Deutscher Laden-bauverband, Instore Slovakia, retailmagazin.sk..), speaker at conferences, universities and brands, and since 2021 co-host of the Retail News Flash Podcast. Since 2012, she has curated immersive retail trend tours in cities such as Vienna, Venice, Nice, and New York. Holding a Master of Science in Architecture from Graz University of Technology (she is also Civil engineer in architecture) and additional certifications in Marketing & Sales as well as International Project Management, she continues to shape the future of retail as a holistic sensory experience — seamlessly connecting the analog and digital worlds. Her unique approach with Point of Sale Doctor® combines speed, intuition, and deep expertise. Within minutes, she can evaluate a shop concept and identify potential improvement. Known for her “truffle pig nose,” she instinctively discovers exceptional stores wherever she goes. By linking retail with hospitality, museums, and hotels, she creates environments that speak to all senses and leaves a lasting impress *                     *                          *                          * ABOUT DAVID KEPRON: LinkedIn Profile: linkedin.com/in/david-kepron-9a1582b Websites:  https://www.davidkepron.com    (personal website) vmsd.com/taxonomy/term/8645  (Blog) Email: david.kepron@NXTLVLexperiencedesign.com Personal Instagram: https://www.instagram.com/davidkepron/ NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/ Bio: David Kepron is a multifaceted creative professional with a deep curiosity to understand ‘why', ‘what's now' and ‘what's next'. He brings together his background as an architect, artist, educator, author, podcast host and builder to the making of meaningful and empathically-focused, community-centric customer connections at brand experience places around the globe.  David is the Retail Studio Principle at Little Diversified Architectural Consulting (Little) and a former VP - Global Design Strategies at Marriott International. While at Marriott, his focus was on the creation of compelling customer experiences within Marriott's “Premium Distinctive” segment which included: Westin, Renaissance, Le Meridien, Autograph Collection, Tribute Portfolio, Design Hotels and Gaylord hotels.  In 2020 Kepron founded NXTLVL Experience Design, a strategy and design consultancy, where he combines his multidisciplinary approach to the creation of relevant brand engagements with his passion for social and cultural anthropology, neuroscience and emerging digital technologies.  As a frequently requested international speaker at corporate events and international conferences focusing on CX, digital transformation, retail, hospitality, emerging technology, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising, hotel design and strategy as well as creativity and innovation. In his talks, David shares visionary ideas on how brand strategy, brain science and emerging technologies are changing guest expectations about relationships they want to have with brands and how companies can remain relevant in a digitally enabled marketplace.  David currently shares his experience and insight on various industry boards including: VMSD magazine's Editorial Advisory Board, the Interactive Customer Experience Association, Sign Research Foundation's Program Committee as well as the Center For Retail Transformation at George Mason University. He has held teaching positions at New York's Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore.   In 2014 Kepron published his first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World” and he is currently working on his second book to be published soon The NXTLVL Experience Design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production is by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

Subscription acquisition may be slowing, but that doesn't mean consumers are falling out of love with subscriptions. Instead, they're becoming far more selective about which services earn a permanent place in their monthly budgets.In this episode of Retail Remix, Kate Robertson sits down with Rachel Sheriff, Chief Customer Officer at Recurly, to unpack the findings from the company's 2026 State of Subscriptions report. Rachel explains why retention has become the industry's biggest challenge, how flexible features like subscription pauses are helping brands reduce churn and why fashion rental services like Nuuly are thriving by delivering affordability, convenience and personalization. The conversation also explores what traditional retailers can learn from subscription-first businesses as they look to deepen customer loyalty and create more predictable revenue streams.Key TakeawaysWhy subscription businesses are shifting their focus from acquisition to retention as consumers become more intentional about recurring purchases How flexible features like subscription pauses help brands reduce churn while keeping customers engaged over the long term Why fashion rental platforms like Nuuly are succeeding through affordability, flexibility and sustainable wardrobe options How traditional retailers are experimenting with subscription models that combine physical products, digital services and exclusive member experiences Why delivering ongoing value, transparency and a strong customer experience has become the key to earning lasting subscriber loyalty Related LinksExplore Recurly's subscription management platform and the latest subscription commerce insightsGet more retail industry insights from Retail TouchPointsSubscribe and catch up on all episodes of Retail Remix

At the end of every season, Editor Steve Ewing assembles an episode built from his favorite moments from each episode.  Whether you have listened to the all of the episodes or just want to get a taste of Season 11, we hope that you enjoy this trip through the past 12 episodes of Reality Escape Pod.   Full Show Notes   Episode Sponsors We are immensely grateful to our sponsors this season: REA Patreon Backers, PG's Playhouse, Buzzshot, and the Reality Escape Convention. We truly appreciate your support of our mission to promote and improve the immersive gaming community.   Buzzshot Buzzshot is Escape Room Software, Powering Business Growth, Player Marketing, and improving the Customer Experience. They offer an assortment of pre and post game features including robust waiver management, branded team photos, and streamlined review management for Yelp, TripAdvisor, Google Reviews, and Morty. Buzzshot now has integration with the other REPOD sponsors: Morty and COGS. Special Offer for REPOD Listeners: REPOD listeners get an extended 21-day free trial plus 20% off your first 3 months, with no set-up fees or hidden charges. Visit buzzshot.com/repod to learn more about this exclusive offer.   Support Us On Patreon Today Love escape rooms as much as we do? At Room Escape Artist, we've been analyzing, reviewing, and exploring the world of immersive games since 2014. We help players find the best experiences, and push the industry forward with well-researched, rational, and reasonably humorous escape room and immersive gaming content and events. By becoming a Patreon supporter, you're not just backing a blog — you're fueling a mission to make the escape room and immersive gaming community stronger, more thoughtful, and more connected. Access exclusive Patreon content such as: The Bonus Aftershow The Spoilers Club Early access to escape room Tour tickets and REA articles. Your Patreon support goes toward our mission: paying our contributors, funding our infrastructure, and supporting deep research and industry advocacy.   PG's Playhouse If you love wordplay, puzzles, and trivia, this is the podcast for you! PG's Playhouse recreates a fun game night, all in a short, 30-minute format. Of course, what's game night without making new friends? We bring on different guests for the different episodes. Each episode features a puzzle packed with wordplay and trivia, a short chat with the guest, and a segment exploring an interesting topic. I hope you'll take a listen and play along with us at PG's Playhouse.   Reality Escape Convention Our convention, RECON, will be in Laval, Quebec Canada on August 16th & 17th, 2026. RECON offers a curated collection of talks and experiences exploring the business and art of escape room and immersive game creation. All are welcome at this event that is crafted around professionals and aspiring professionals.   Production Credits Hosted by David Spira & Peih-Gee Law Produced by Theresa Piazza Supported by Lisa Spira Edited by Steve Ewing Music by Ryan Elder Logo by Janine Pracht

This week Jann and Caitlin welcome Jen Agg, a prominent figure in the Canadian dining scene an intriguing author. She discusses her journey in the restaurant industry, her new memoir 'Table Boss', and the challenges of caregiving after her husband's stroke. They also touch on the evolution of Toronto's restaurant culture, and the importance of customer experience in dining. Jen shares her insights on love, relationships, and the realities of running a restaurant in today's world, all while making us laugh. She shares insights on the challenges faced by women in the restaurant industry and her connection with the late Anthony Bourdain, and the importance of self-care practices for resilience.  More About Jen Agg: Jen Agg is a restaurateur in Toronto, owner of Bar Vendetta, Grey Gardens, Rhum Corner, Le Swan, General Public and Cocktail Bar. She is the co-host of Restaurant Impossible: Last Call on Food Network. She's the author of I Hear She's a Real Bitch and Table Boss: How To Build a Restaurant When Your Life Falls Apart (A Love Story). Her writing has appeared in the New Yorker, the New York Times, and more. https://www.instagram.com/jen___agg/ https://torontolife.com/food/jen-agg-restaurant-impossible-last-call-reality-tv-show/ Read Jen's books:  https://www.penguinrandomhouse.ca/authors/2134211/jen-agg #ASKJANN - want some life advice from Jann? Send in a story with a DM or on our website. Leave us a voicenote! ⁠www.jannardenpod.com/voicemail/⁠⁠ Get access to bonus content and more on Patreon: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.patreon.com/JannArdenPod⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Connect with us: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.jannardenpod.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.instagram.com/jannardenpod⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.facebook.com/jannardenpod Chapters: (00:00) Introduction to Jen Agg and Her Impact on Canadian Dining (02:49) Rapid Fire Questions: Getting to Know Jen Agg (06:04) The Journey of Success and Its Challenges (08:52) The Evolution of the Toronto Restaurant Scene (12:02) The Black Hoof: A Turning Point in Dining (14:58) The Reality of Restaurant Ownership Today (18:01) The Importance of Customer Experience in Dining (20:47) Caregiving and Its Impact on Love and Relationships (23:57) Navigating Love and Caregiving After a Stroke (29:24) Navigating Caregiver Burnout (30:00) Public Perception and Misunderstanding (31:47) The Impact of Social Media on Public Figures (34:58) The Role of Criticism in Public Life (38:12) Understanding Anthony Bourdain's Influence (43:24) Self-Reflection and Personal Growth Learn more about your ad choices. Visit megaphone.fm/adchoices

This week in Insurance Town, I got to sit down with Francisco Lopes of Sonant.AI for a conversation about one of the fastest-growing technologies in the insurance industry: voice AI.Artificial intelligence has become one of the biggest topics in our business, but with all the excitement comes plenty of skepticism. Francisco and I discussed where voice AI has come from, why today's technology is dramatically different than the automated phone systems of the past, and how agencies can begin using AI in ways that improve both customer experience and operational efficiency.We also talked about the concerns many agency owners and employees have about AI replacing jobs. Francisco shared why he believes AI is best used to support people, not replace them, allowing agency teams to spend more time building relationships and solving complex client needs while automation handles routine conversations.Whether you're just beginning to explore AI or you're looking for practical ways to implement it in your agency, this episode offers valuable insights into where the technology is headed and what independent agencies should be doing today to prepare for tomorrow.Chapters00:00 Introduction and episode overview02:23 Francisco's background and journey from astrophysics to AI08:01 Moving to Silicon Valley and the lessons learned building AI technology12:00 How Sonant.AI found its niche serving independent insurance agencies14:46 Overcoming skepticism about voice AI and changing perceptions in insurance17:47 Why creating a great customer experience matters more than achieving technical perfection21:56 Addressing concerns about AI replacing jobs and why AI should empower agency teams28:50 The future of AI in insurance, agentic AI, and where agencies should begin36:01 Practical advice for insurance agencies looking to implement AI today38:00 How to connect with Francisco and learn more about Sonant.AISponsors:Canopy Connect-1Fort AIViva Virtual Solutions

Customer experience has long been recognized as an important part of running a successful business. Companies invest heavily in customer service training, satisfaction surveys, loyalty programs, and performance metrics, all with the expectation that happier customers will naturally lead to greater business growth. But what if satisfaction isn't enough? For many organizations, customer satisfaction has become the finish line rather than the starting point. A customer who isn't unhappy isn't necessarily a customer who is expanding their relationship with your business. In competitive markets where acquiring new customers continues to become more expensive, growth increasingly depends on strengthening relationships with the customers businesses already have. That shift requires a different way of thinking about customer experience. Rather than asking whether customers are satisfied, organizations should be asking whether customers genuinely feel valued. That distinction may seem subtle, but it can dramatically influence long-term growth. According to customer experience researcher Jim Tincher, organizations whose customers feel valued are significantly more likely to increase their business over time. Satisfaction may reduce the likelihood of losing a customer, but creating a relationship built on appreciation, trust, and meaningful engagement is what encourages customers to deepen that relationship. This philosophy forms the foundation of what Tincher calls the Growth Laws. The concept challenges many traditional assumptions about customer experience. For years, businesses have relied on metrics such as Net Promoter Score (NPS), customer satisfaction surveys, and online reviews to evaluate performance. While these measurements can provide useful insights, they often fail to identify the factors that actually influence future growth. A customer may rate a company highly and still decide to spread future business across multiple vendors. Another customer may rarely complete surveys yet continue expanding their partnership year after year. The difference often comes down to emotional connection rather than numerical scores. As Tincher explains, "Reliability will keep an account. Feeling valued is what grows it." That perspective becomes especially relevant in business-to-business organizations. Unlike consumer purchases, B2B buying decisions often involve significant financial investments, operational risks, and professional accountability. Business leaders are rarely purchasing products alone. They are choosing partners whose performance may directly affect their own careers. That reality changes how customer experience should be approached. Trust, responsiveness, expertise, and partnership become just as important as pricing or product features. Customers want suppliers who understand their business, anticipate future challenges, and bring ideas that create additional value beyond the original transaction. One of the most overlooked ways organizations can accomplish this is through executive engagement. In many companies, customer relationships are delegated almost exclusively to sales teams or account managers. While those relationships remain essential, they often leave customers connected to only one individual within the organization. As businesses grow, that creates unnecessary risk. If the relationship exists with only one representative, turnover can quickly weaken years of trust and communication. Strong organizations intentionally create relationships across multiple levels of leadership, giving customers access to executives, subject matter experts, product teams, and operational leaders who can contribute additional perspectives and insights. This broader engagement demonstrates something customers consistently value. Commitment. It communicates that the relationship extends beyond a single salesperson and reflects the organization's broader investment in the customer's success. Customer experience also requires organizations to become better educators. Every business possesses knowledge that customers find valuable. Industry trends. Best practices. Emerging technologies. Lessons learned from serving similar organizations. Yet many companies hesitate to share those insights, assuming customers only expect products or services. In reality, expertise often becomes one of the greatest competitive advantages. Customers increasingly seek partners who help them make better decisions, not simply vendors who fulfill orders. Sharing thought leadership, relevant research, and practical insights positions an organization as a trusted advisor rather than a transactional supplier. That distinction often creates opportunities for deeper relationships and future growth. Technology continues reshaping customer experience as well. Artificial intelligence, automation, predictive analytics, and digital communication tools are helping organizations respond faster, personalize interactions, and improve efficiency. Used strategically, these technologies create tremendous value for both businesses and customers. The challenge lies in how they are implemented. Technology should remove friction, not relationships. Customers appreciate automation when it simplifies routine tasks, accelerates service, or improves convenience. They become frustrated when technology replaces meaningful conversations or forces them into rigid processes that ignore their unique needs. As Tincher notes, "The biggest threat to your share of wallet isn't your competition. It's your policies." Rigid systems, inflexible procedures, and poorly implemented technology often create greater barriers than competitors themselves. The organizations that excel at customer experience understand this balance. They use technology to support people rather than replace them. They automate repetitive tasks while creating more opportunities for employees to engage personally with customers. They recognize that convenience and human connection are not competing priorities. They are complementary ones. Perhaps the most important lesson within the Growth Laws is that customer experience cannot remain the responsibility of one department. As organizations expand, customer experience must evolve into an organizational discipline rather than an isolated initiative. Marketing influences customer expectations. Sales shapes first impressions. Operations determine consistency. Finance affects policies. Technology influences convenience. Leadership defines culture. Every department contributes to how customers experience a business. Organizations that recognize this interconnectedness create stronger alignment across teams while delivering more consistent customer experiences. That consistency builds trust. Trust builds loyalty. Loyalty creates growth. Customer experience has never been more important than it is today. Competition continues increasing. Consumer expectations continue evolving. Technology continues changing how businesses interact with customers. Organizations that simply meet expectations may retain customers. Organizations that consistently make customers feel valued will be the ones that grow. That is the difference between customer satisfaction and customer experience. And it is ultimately the principle at the heart of the Growth Laws. Watch the full episode on YouTube. Join Fordify LIVE every Wednesday at 11 a.m. Central across your favorite social media platforms and catch the replay on The Business Growth Show Podcast for more conversations with today's leading business experts, entrepreneurs, and growth-minded leaders. About Jim Tincher Jim Tincher is the CEO of Heart of the Customer, a customer experience consulting firm that helps B2B organizations strengthen customer relationships and accelerate business growth. A nationally recognized customer experience expert, bestselling author, keynote speaker, and researcher, Jim developed the Growth Laws framework through extensive research into the behaviors that drive customer loyalty, retention, and long-term growth. He works with organizations across multiple industries to create customer-centric strategies that build stronger relationships and deliver measurable business results. About Ford Saeks Ford Saeks is a Business Growth Accelerator who has generated more than a billion dollars in sales worldwide by helping businesses attract loyal customers, increase visibility, and accelerate growth. As President and CEO of Prime Concepts Group, Inc., Ford has founded more than ten companies, authored eleven books, earned three U.S. patents, and advised organizations ranging from startups to Fortune 500 companies. A recognized expert in business growth, customer acquisition, leadership, franchising, marketing, and AI-driven business strategies, Ford helps business owners and leaders identify opportunities, improve performance, and achieve sustainable results. Learn more at ProfitRichResults.com and watch Fordify LIVE at Fordify.tv.

Vanitha is a marketing professor at the University of Pittsburgh, Director of their Center for Branding, and author of Hyper Digital Marketing: Six Pillars of Strategic Brand Marketing in an AI-Powered World. Her client roster includes Hershey, Kraft Heinz, and P&G — brands that don't tolerate bad advice.In this episode, she explains why the old "command and control" era of brand management is over, what generative engine optimization (GEO) means for your go-to-market strategy right now, and why the most strategic thing you can do for your brand today might be making your purpose machine-readable. If you're still building a brand for humans only, you're already behind.Key Takeaways4:41 — The death of command and control branding. Brand meaning is no longer dictated from the top down. It's co-created by influencers, social users, experts — and now AI agents. Governance has to evolve.6:10 — GEO & AEO replace SEO. Generative Engine Optimization and Answer Engine Optimization are the new disciplines. Brand managers must now optimize for AI agents, not just human search.6:52 — Agent-to-agent commerce is coming. A customer's AI agent will negotiate with a seller's AI agent. The "double agent problem" is not hypothetical — it's the near future of B2C and B2B commerce.8:46 — Phygital is a strategic imperative. Physical and digital experiences are merging. AI-powered dynamic shelves, Gucci's tech-integrated showrooms, and real-time personalization are the new baseline customer expectation.10:07 — AI as a brand governance layer. AI can monitor every touchpoint and enforce brand compliance at scale — something no human team can do. It can also catch PR crises before they escalate.13:55 — Brand intelligence: three AI capabilities every founder needs. Predictive analytics (lead generation), generative AI (content at scale), and ethical AI (aligning purpose with every touchpoint) — each with a different role in the customer journey.16:05 — The uncanny valley of personalization. Empathetic AI can read emotional state and adjust messaging — but cross the line and customers feel surveilled. Personalization has to be "just right" or it backfires.19:20 — Startups have a structural advantage over legacy brands. Legacy companies are paralyzed by hierarchies and permission layers. Founders building from scratch can design AI-native workflows from day one.21:37 — Future-proof move: invest in data quality now. A unified, 360-degree view of customer data is the foundation for every AI capability. Without it, your AI tools have nothing to work with.22:47 — Purpose + Platform: the two most critical pillars. Purpose must become machine-readable. Platform thinking turns a product into an ecosystem. These two shifts separate brands that AI agents surface from those they ignore.26:44 — Brand as API. Codify your values into machine-readable rules. Program your AI agents to optimize for what you actually stand for — or they'll optimize for something else entirely.29:54 — Start from the experience, not the tools. The biggest mistake founders make: buying AI tools and hoping they add up to something. Work backwards from the customer's pain point, then slot in the right AI capability.37:39 — Highest-leverage AI moves in the next 60–90 days. Lead generation, predictive analytics for lifetime value modeling, and personalized content at scale — these are the three areas most founders are underleveraging right now.Tweetable Quotes"Brand meaning is no longer dictated from the top down. It's assembled by algorithms, co-created by communities, and negotiated between machines before a human is ever involved." — Dr. Vanitha Swaminathan"Your next customer's AI is already looking. The question is whether it can find you." — Jeff Mains"Taking your brand purpose and converting it into machine-readable code — that's what it means to be visible in an AI-powered world." — Dr. Vanitha Swaminathan"Peloton could have just sold treadmills. Every brand needs to ask: are we a product, or are we a platform?" — Dr. Vanitha Swaminathan"The small entrepreneur has a huge advantage. They're building systems from scratch — legacy organizations are caught with hierarchies that AI can't penetrate." — Dr. Vanitha Swaminathan"Purpose isn't a brand value anymore. It's infrastructure." — Jeff Mains"Start from the experience, work back to the tools — not the other way around." — Dr. Vanitha Swaminathan"You have to put checks and balances in place just like companies built privacy policies after the first cybersecurity wave. That's where brand management is headed." — Dr. Vanitha SwaminathanSaaS Leadership Lessons1. Your brand needs to be legible to machines, not just humans. AI agents are the new gatekeepers between your product and your buyers. If your differentiation, purpose, and proof points aren't structured in a way machines can parse, you won't make the shortlist — even if you're the best solution. Audit your website and content through the lens of an AI agent, not just a human reader.2. Stop buying tools. Start redesigning processes. Most companies pour money into AI tools that live in isolation and never add up to a better customer experience. The highest-ROI move is mapping your customer journey, identifying the friction points, and then selecting AI capabilities to solve specific problems. Tools follow process — not the other way around.3. Your data is your competitive moat. AI is only as good as what you feed it. Founders who invest early in unified, high-quality customer data — breaking down internal silos and creating a 360-degree view — will compound that advantage over time. Your competitors buying tools without clean data are spinning their wheels.4. Codify your values or your AI will invent them. If you don't tell your AI agents what to optimize for, they'll optimize for something — and it might not align with your brand. Translate your purpose, values, and brand standards into machine-readable rules. Think of your brand as an API: clear inputs, predictable outputs, consistent behavior at every touchpoint.5. The human-AI mix is your new product design challenge. The question isn't whether to use AI in customer-facing functions — it's where the handoff happens. Too much AI and you feel sterile. Too little and you can't scale. The founders who win will design deliberate human-in-the-loop moments that create trust and preserve the brand experience where it matters most.6. Think platform, not product. Every SaaS company is already closer to a platform than a product — you have data, users, and network effects working for you. Lean into it. Build the ecosystem around your core offering. Nike isn't a shoe company; Peloton isn't a treadmill company. Ask what yours is really for, and build accordingly.Guest Resourcesvanitha@katz.pitt.eduhttps://business.pitt.edu/professors/vanitha-swaminathan/https://www.facebook.com/PittBusinessSchool/photos/vanitha-swaminathan-thomas-marshall-professor-of-marketing-and-director-of-the-c/10158297436008280/https://www.linkedin.com/in/vanitha-swaminathan-5924896https://www.instagram.com/vanitha_swaminathanEpisode SponsorThe Futureproof Series - https://www.youtube.com/playlist?list=PLfkXKUPZ5xuOqMPR7_gzGybncTtavyR1NThe Captain's KeysSmall Fish, Big Pond – https://smallfishbigpond.com/ Use the promo code ‘SaaSFuel'Champion Leadership Group – https://championleadership.com/https://jeffmains.com/books/SaaS Fuel ResourcesWebsite - https://championleadership.com/Jeff Mains on LinkedIn - https://www.linkedin.com/in/jeffkmains/Twitter - https://twitter.com/jeffkmainsFacebook - https://www.facebook.com/thesaasguy/Instagram - https://instagram.com/jeffkmains

Sarah Andrews on LinkedInCupola CXConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Boston Duck Tours has built a brand that has become part of Boston's identity. For millions of visitors, it's their introduction to the city. For locals, it's part of the celebrations that define it. What began as a small local business grew into a city icon, forever tied to the championship parades that have defined Boston's sports over the last quarter century.On this episode of Brand Slam, hosts Steve Rosa and Joe Kayata sit down with Cindy Brown, CEO of Boston Duck Tours, to explore how one of New England's most recognizable brands became part of the fabric of the community.Cindy has been with Boston Duck Tours since its earliest days in 1994, helping grow the company from a small operation into a beloved Boston institution known by locals and tourists alike. What started as a unique way to see the city has become a rolling and floating symbol of Boston storytelling, civic pride and shared celebration.The conversation looks at how Boston Duck Tours built emotional connection, created a consistent experience through its ConDUCKtors and scaled without losing the personality that made people love the brand in the first place. Cindy also shares what happens behind the scenes when New England wins big and the Duck Boats become the center of the city's championship parade tradition. For the last quarter century, “Cue the Duck Boats” has become synonymous with Boston's championship moments. For marketers and brand leaders, this episode offers a look at how a local business becomes part of a city's culture. It explores experience design, community trust, operational readiness and storytelling. Most of all, it shows how lasting loyalty is earned by showing up, year after year, in the moments people remember.Have an idea for a guest? Reach out at brandslam@addventures.com.

In this episode of The Session with Londa and David, Londa recaps her Knoxville girls' trip, why she'd “rather be stabbed in the neck with a fork than fly,” and one truly terrible restaurant experience (yes, complete with a blonde hair in the burrata). David connects these real-life moments to wild news out of the Inland Northwest—massive fires, a horseback-hero at In-N-Out—and how all of it shapes our mindset, our money, and our mental health. More than a travel chat, this one's about curating your life instead of just your algorithm, choosing joy on purpose, and making meaningful memories with the people you love. Three business / mindset takeaways: 1. Curate your inputs like an asset portfolio. Just as you manage financial risk, you can manage emotional and mental risk by curating what you watch, read, and scroll. What you “feed” your brain becomes the backdrop for your decisions as a leader, parent, or business owner. 2. Stillness is a productivity tool, not a luxury. Londa rediscovers that when she simply sits quietly and thinks—on a plane with her phone off or awake in the night—she has better ideas and more clarity. For business, that means scheduling screen-free thinking time can be more valuable than another hour of “hustle.” 3. Customer experience is built at the front door. From TSA lines to eye-rolling hostesses, the “front face” of any organization sets the tone. Small moments—respect, attention to allergies, how you handle mistakes (like hair in the food)—either build trust or destroy it. Train and empower your front-line people like they're your best sales team, because they are. #MindsetMatters #CurateYourLife #CustomerExperience #TravelStories #TheSessionWithLondaAndDavid

A ringing phone. A five o'clock deadline. A tree lighting ceremony his kids were waiting for. On this episode of The Proven Entrepreneur Show, host Don Williams sits down with Jarrod Lopiccolo, co founder of Noble Studios, for a conversation that starts with a single choice and ends up rewriting how he leads his company today.Twenty two years ago, Jarrod and his wife started Noble Studios as a creative digital agency built on family values, though never on nepotism. Since then it has grown into a name trusted across travel and tourism as well as B2B industries like fintech, healthtech and manufacturing. But this episode is not about how the agency was built. It is about who Jarrod had to become to lead it, and the moment that forced him to change for good.Don and Jarrod talk openly about the hidden weight seasoned entrepreneurs carry, the loneliness that often sits behind a confident exterior, and the quiet cost of chasing business growth while trying to hold everything else together. Jarrod shares what he calls his duck on water years, times when everything looked calm on the surface while things were moving fast underneath, and what it took to lead his team, his clients and him self through a season that tested all three.Across the conversation, the two dive into topics that matter to anyone building something of their own, from leadership and executive coaching to sales strategy, marketing and lead generation, LinkedIn and personal branding, customer experience and the growing role AI for business is starting to play in how companies connect with people. Whether you run a small agency, sit on a leadership team, or are simply trying to figure out how to grow a business without losing yourself in the process, this episode offers a story you will want to sit with.By the end, Jarrod opens up about the legacy he hopes to leave behind, not measured in revenue or years in business, but in the people who felt genuinely better for having known him. It is a story about entrepreneurship, about business consulting from the inside out, and about learning that letting go is sometimes the bravest business decision a leader can make.Press play and find out what happened the night Jarrod chose a deadline over a tree lighting ceremony, and why he says it is the best mistake he ever made.Mentioned in this episode:Guest: Jarrod Lopiccolo, Co-Founder, Noble StudiosHost: Don Williams, The Proven Entrepreneur ShowCompany: Noble Studios, noblestudios.comConnect with Jarrod: LinkedIn (search Jarrod Lopiccolo)Client mentioned: AutodeskTopics covered: Business Growth, Entrepreneurship, Marketing and Lead Generation, Leadership, LinkedIn and Personal Branding, Business Consulting, Sales Strategy, Executive Coaching, AI for Business, Customer Experience

On this episode of Spaghetti on the Wall, we're joined by Richard Weylman, Hall of Fame keynote speaker, customer experience expert, and bestselling author. From overcoming incredible adversity to helping organizations around the world build customer loyalty and business growth, Richard shares the leadership lessons and relationship strategies that create lasting success.Connect with Richard WeylmanYouTube: https://www.youtube.com/@RichardWeylmanInstagram: https://www.instagram.com/crichardweylman/LinkedIn: https://www.linkedin.com/in/richard-weylman-keynotespeakerWebsite: https://richardweylman.com/

How do you turn military leadership into a powerful business advantage? Eric L. Johnson II of Flavor Hills breaks down how discipline, brand strategy, leadership, and community engagement have helped grow a standout Black-owned hospitality brand. From shaping the customer experience to expanding into new markets, Eric shares lessons on building a brand people remember and a company culture people want to be part of. For entrepreneurs, veterans, and business leaders looking to scale with intention, this episode offers practical insights on leadership, marketing, and sustainable growth. Resources & Mentions

In part two of this special episode of the Programmatic Digest podcast, host Hélène Parker welcomes back Ed and introduces Jenny, the Head of Customer Experience at Pearl Diver  Building on the previous episode's focus on audience discovery, this conversation dives deeply into audience optimization and the critical role of true partnership in ad tech.  Jenny and Ed share insights on the optimal times to introduce new audience segments, highlighting that the best time to test an adjacent audience is actually when current campaigns are already performing well They also discuss their "chameleon" approach to customer service, where data partners deeply embed themselves to support overwhelmed traders who are managing up to 100 campaigns The episode emphasizes the necessity of transparency between buyers and data providers, the realities of onboarding versus optimization timelines, and concludes with valuable career wisdom for programmatic professionals   In this episode, we cover: From Discovery to Optimization: Transitioning from finding your audience to actively optimizing your programmatic campaigns. The "Chameleon" Approach to Client Services: How true ad-tech partners seamlessly embed themselves into your agency to support overwhelmed traders who are managing up to 100 campaigns. The Perfect Time to Test New Audiences: Why you shouldn't wait for a campaign to fail before exploring new segments, and why a winning campaign provides the perfect low-risk environment to test. Why DSP Transparency is Non-Negotiable: The importance of sharing your screen and DSP setup with data partners to prevent overlapping targeting (like double geo-filters) and restrictive parameters. Onboarding Speed vs. Optimization Patience: Breaking the misconception that setting up a new data partner takes months (it can take just 45 minutes!), while emphasizing the patience required for an audience to actually optimize. Career Wisdom for Ad-Tech Professionals: Ed and Jenny share the best career advice they've received, including the importance of "always be testing" and why you should "never want to be the smartest person in the room".   About Us: We help historically excluded individuals break into programmatic media buying and land jobs they love. Through our Reach and Frequency® program, coaching, and community, we make learning programmatic clear, practical, and welcoming. Join once, stay learning forever. Past workshops, paid gems, and every new recording + resource added as we go. This library isn't a one-time thing, it's the full vault plus all future trainings, recordings, and guides. Access it here: https://www.heleneparker.com/library

Ron Johnson is one of the most influential retail innovators of the modern era. Best known for creating the Apple Store alongside Steve Jobs, Ron also helped bring designer collaborations to Target, served as CEO of JCPenney, and founded Enjoy, the first mobile retail store. In his new book, Shop Different: How Retail Revealed Apple's Genius, Ron shares the principles behind building unforgettable customer experiences, trusting your instincts, and creating products and businesses that stand the test of time. On this episode we talk about: How Ron's first sales experience as a Little League player shaped his approach to business Why he chose learning over earning by starting in a retail stockroom after Harvard Business School The story behind creating the Apple Store and working alongside Steve Jobs How customer experience—not transactions—became Apple's greatest retail advantage Why trusting your inner voice is more valuable than following conventional wisdom, especially in the age of AI Top 3 Takeaways Invest your early career in developing skills and expertise instead of chasing the highest salary—your long-term earning potential will be much greater. Great businesses are built by creating memorable experiences, not simply selling products. The biggest breakthroughs often come from trusting your own convictions rather than relying on conventional thinking or outside opinions. Notable Quotes "Making money starts with finding a way to connect emotionally with other people." "Learning teaches you how to think for yourself." "You don't learn by thinking—you learn by doing." Connect with Ron Johnson: Website: https://ronjohnsonshopsdifferent.com/ LinkedIn: https://www.linkedin.com/in/shopdifferent/ Book: Shop Different: How Retail Revealed Apple's Genius A Word from Our Sponsors: - Visit DrinkAG1.com/TMM to get a free AG1 Travel Case with 7 free AG1Travel Packs in your Welcome Kit with your first AG1 subscription order while supplies last.  - Go to Leesa.com for 25% OFF select mattresses (through August 23, 2026) PLUS get an extra $50 off with promo code TMM, exclusive for my listeners  - To learn more about Mode Mobile and its investor community, go tohttps://invest.modemobile.com/travismakesmoney Learn more about your ad choices. Visit megaphone.fm/adchoices

On this special segment of The Full Ratchet, the following Investors are featured: Steve Blank of the Gordian Knot Center for National Security Innovation Grant Demaree of Onebrief Larry Cheng of Volition Capital We asked guests to discuss the most visionary founder that they've worked with and what makes them so special. The host of The Full Ratchet is Nick Moran of New Stack Ventures, a venture capital firm committed to investing in founders outside of the Bay Area. We're proud to partner with Ramp, the modern finance automation platform. Book a demo and get $150—no strings attached.   Want to keep up to date with The Full Ratchet? Follow us on social. You can learn more about New Stack Ventures by visiting our LinkedIn and Twitter.

In this episode of The Brainy Business podcast, Melina Palmer dives into a common question she receives: "Where do I start with applying behavioral economics?" If you've ever felt overwhelmed by the multitude of concepts in this field, this episode is tailored for you. Melina shares her insights on how to effectively narrow down the concepts you should focus on to start seeing results without feeling bogged down. Listeners will learn about the importance of selecting a manageable number of concepts (Melina recommends five) as well as the categories they fall into: Foundations, Habits, Leadership, Customer Experience, and Pricing. By identifying your goals and choosing concepts within these categories, you can begin testing and applying behavioral economics principles in a practical and impactful way. This episode is packed with actionable advice and frameworks that will help you move from learning to doing, making it easier to integrate behavioral economics into your business strategy. Whether you're just starting out or looking to refine your approach, Melina's guidance will empower you to make informed decisions and drive meaningful change. In this episode: Discover how to identify the optimal number of behavioral economics concepts to focus on. Learn about the five key categories of concepts and their relevance to your goals. Explore practical steps to start testing and applying concepts immediately. Understand the significance of framing, social proof, and other essential principles. Gain insights on how to create a structured approach to behavioral economics in your work. Get important links, top recommended books and episodes, and a full transcript at thebrainybusiness.com/588. Looking to explore applications of behavioral economics further?  Learn With Us on our website. Subscribe to Melina's Newsletter Brainy Bites.  Let's connect: Send Us a Message Follow Melina on LinkedIn The Brainy Business on Youtube The Brainy Business on Instagram

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Boll & Branch spent 12 years doing the unfashionable thing: perfecting the product first and figuring out distribution second. Chief Commercial Officer Katia Unlu joins Phillip and Brian on today's episode to discuss Boll & Branch's store expansion strategy, an AI-generated damage claim that went viral, and the case for stimulation over substitution.  That's Not How the Waffle Blanket Tears Key takeaways: Brands of the DTC era that failed were distracted by over-indexing on one hero product and not focusing on customer experiences that drive retention and brand love.  Boll & Branch opens stores where their customers and ICP already live. A human CX team caught an AI-generated image in a fraudulent damage claim thanks to the team's sharp knowledge of the brand's fabric and tear patterns. This is human expertise and technological advancement meeting in the middle. Boll & Branch's AI tools aim to stimulate the customer relationship rather than flatten it. The 2027 playbook is boring, but it works. Focusing on the fundamentals is key. [00:23:12] "People might buy something they enjoy, but they will actually defend what they love." – Brian Lange [00:29:45] "There's no shortcut for what real-life consumer insights can give you when you just go and talk to people in stores." – Katia Unlu [00:43:50] "We very much don't want to substitute. We don't have an AI bot on our website that you can even ask questions to." – Katia Unlu Associated Links: Boll & Branch Scott Tannen's LinkedIn post on AI-generated return fraud at Boll & Branch  Read our in-store retail space analyses: Field Notes on Future Commerce More on human vs. agent: Episode 447: The Agent Has Left the Building Explore our Word of Mouth Index Check out Future Commerce on YouTube Check out Future Commerce Plus for exclusive content and save on merch and print Subscribe to Insiders and The Senses to read more about what we are witnessing in the commerce world Listen to our other episodes of Future Commerce Have any questions or comments about the show? Let us know on futurecommerce.com, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners! Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

On today's episode, Dr. Mark Costes sits down with Seth Hampson, Head of Customer Experience at Lassie, to explore how AI is changing the way dental practices manage revenue cycle operations. Seth shares how his background in financial technology led him into dentistry, where outdated insurance systems, paper EOBs, manual posting, and overwhelmed billing teams continue to create major bottlenecks for practice owners.   He explains how Lassie is using AI agents to automate payment posting, retrieve EOBs, support free direct deposit setup, reconcile payments, and help practices reduce the time and stress tied to insurance AR. Mark and Seth also discuss the future of claim filing, eligibility verification, patient billing, in-house versus outsourced billing, and why practice owners should be thinking intentionally about how AI will shape operations, scalability, and patient experience in the years ahead. Be sure to check out the full episode from the Dentalpreneur Podcast! EPISODE RESOURCES https://www.lassie.ai https://www.truedentalsuccess.com Dental Success Network Subscribe to The Dentalpreneur Podcast

At Mau Marine in Okoboji, Iowa, they believe they aren't selling boats—they're selling weekends, family memories, and a lifestyle on the water. In this episode of GarageCast, Matt Lange shares how his family-run dealership has built a thriving culture centered on exceptional customer experiences, intentional training, and a team-first mindset. Discover the simple philosophies that have fueled decades of success, from developing future talent to creating lifelong customers, and why relationships remain the ultimate competitive advantage in today's marine industry.UPDATE 2027 is back.Join Garage Composites January 31–February 1 for one of the powersports and marine industry's premier training and networking events.Featuring industry training, 20 Clubs, and opportunities for dealers, manufacturers, vendors, owners, and managers to connect and grow.Bring your team and plan to join us for UPDATE 2027.

Welcome to another inspiring episode of Build a Better Agency! In this episode, Jeannie Walters breaks down the real distinction between customer experience and customer service, and why treating them as the same thing keeps agencies from measuring what actually drives retention and referrals. You'll learn how a concise CX mission statement becomes the judgment call every employee uses when things get messy, and why vague goals like "be the friendliest" never translate into real behavior change. If you've ever wondered why some brands earn fierce loyalty while others just get by, Walters explains the frameworks that separate the two. Walters and Drew dig into the CX Strategic Success Blueprint and the CX Charter, two tools for turning customer experience from a poster on the wall into a cross-functional discipline with real accountability. They also unpack the difference between manufactured "wow" moments and genuinely reducing friction, using real examples from a utility company, a car dealership, and the pet brand Chewy to show what actually earns trust. Whether you're trying to sharpen your own agency's client experience or help your clients think differently about theirs, this episode gives you a practical starting point. Tune in to learn how to turn customer experience into a real business strategy instead of just a nice sentiment! A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here. What You Will Learn in This Episode: Learn the exact difference between customer experience and customer service, and why the distinction changes how agencies plan Discover why a concise CX mission statement matters more than a lengthy list of values nobody remembers Understand how to build a CX Strategic Success Blueprint that ties customer experience directly to revenue and expense goals Learn how a CX Charter creates cross functional accountability so customer experience isn't treated as "a marketing thing" Discover why reducing friction matters more than manufactured "wow" moments, and how to tell the difference Learn how customer journey mapping uncovers friction points your team can't see from inside the org chart Understand why agencies should weave customer experience into marketing and sales conversations, not just delivery Learn the two changes Walters recommends every agency make to their own client experience in the next 90 days Discover why tone matters as much as content in contracts, invoices, and other easy-to-overlook client touchpoints