Podcasts about Customer experience

Bret Taylor is the CEO of Sierra and Chairman of the Board of OpenAI. He previously served as co-CEO of Salesforce. I sat down with Bret to explore how the AI revolution compares to previous platform shifts and what it means for both startups and incumbents navigating this transition. (00:00) Introduction and Recent Milestone (00:38) AI Market and Historical Comparisons (02:30) Competitive Landscape and Business Models (06:02) Outcome-Based Pricing and Value Creation (13:52) Technological Shifts and Business Transitions (26:32) Adoption Challenges and Forward Deployed Engineering (37:21) Early Investment in Snowflake and Cloud Strategy (38:02) Enterprise Software Market Dynamics (38:38) AI Agents and Implementation Costs (41:06) Democratization of Software Development (43:35) The Future of Software Companies and AI Agents (49:36) Consumer Behavior and AI Agents (58:56) The Role of AI in Customer Experience (01:01:25) Career Advice in the Age of AI Executive Producer: Rashad Assir Mixing and editing: Justin Hrabovsky Check out Unsupervised Learning, Redpoint's AI Podcast: https://www.youtube.com/@UCUl-s_Vp-Kkk_XVyDylNwLA

Natan Bershtel is the Director of Business Development at Pelagic, a fractional supply chain partner for growing brands and CPG companies. Before Pelagic, Natan spent nearly 20 years as a public school teacher before joining and eventually running his family's contract packaging business—where he worked with iconic names like Seed, Liquid IV, Celsius, and Element. After his company's exit, Natan teamed up with John Morgan to help brands avoid common operational pitfalls and build supply chains that scale.In this episode of DTC Pod, Natan breaks down what it takes to build a resilient supply chain at every stage of brand growth. He shares practical strategies to avoid common pitfalls, tips on sourcing the right partners, and insights on how successful brands approach manufacturing, fulfillment, and logistics. Natan also highlights why supply chain is core to a brand's success and how founders can create real competitive advantages by making supply chain decisions based on quality, relationships, and flexibility.Episode brought to you by StordInteract with other DTC experts and access our monthly fireside chats with industry leaders on DTC Pod Slack.On this episode of DTC Pod, we cover:1. Importance of supply chain in DTC and omnichannel brands2. Key players: sourcing, manufacturing, co-packers, 3PLs, and fulfillment3. Differences in supply chain needs for emerging vs. established brands4. Supply chain pitfalls and how to avoid them5. Vetting, relationship-building, and collaboration with your supply chain partners6. Overlooked areas of supply chain where founders lose time/money7. How to approach minimum order quantities and negotiations8. When to outsource fulfillment vs. doing it yourself9. Logistics of manufacturing, packaging, and distribution10. The impact of scale on supply chain decisions11. Using data and timelines to make faster, smarter choices12. Leveraging agency and partner networks for supply chain speed13. Why in-person vendor relationships are crucial14. How truly great supply chains build brand moatsTimestamps00:00 Intro and the state of supply chain in DTC01:40 Natan Bershtel's background and path to Pelagic02:24 Lessons from growing a contract packaging family business04:11 Why supply chain is the backbone of every brand05:28 The role of execution vs. creative vision in CPG07:09 How to find and vet the best manufacturing/packaging partners11:15 The agency advantage: getting reps and sharing supply chain intel12:41 Core players in bringing a product to market15:04 Aligning supply chain strategy with brand vision and goals16:56 Two playbooks for scaling: bootstrap profit vs. capital-intensive growth19:48 Timelines—how to ask supply partners the right questions21:41 How and when to ask for what you need from partners26:32 End-to-end product launch: manufacturing, packaging, and fulfillment28:42 When to move fulfillment to a 3PL (and when to keep it in-house)33:15 Tech and process innovation at leading 3PLs35:14 Strategic decisions: packaging, location, and unit economics38:58 Challenging assumptions and reviewing supply chain regularly42:08 Supply chain as brand moat and advantage44:13 Final tips: Always go in-person and build real relationshipsShow notes powered by CastmagicPast guests & brands on DTC Pod include Gilt, PopSugar, Glossier, MadeIN, Prose, Bala, P.volve, Ritual, Bite, Oura, Levels, General Mills, Mid Day Squares, Prose, Arrae, Olipop, Ghia, Rosaluna, Form, Uncle Studios & many more.  Additional episodes you might like:• #175 Ariel Vaisbort - How OLIPOP Runs Influencer, Community, & Affiliate Growth• #184 Jake Karls, Midday Squares - Turning Your Brand Into The Influencer With Content• #205 Kasey Stewart: Suckerz- - Powering Your Launch With 300 Million Organic Views• #219 JT Barnett: The TikTok Masterclass For Brands• #223 Lauren Kleinman: The PR & Affiliate Marketing Playbook• ​​​​#243 Kian Golzari - Source & Develop Products Like The World's Best Brands-----Have any questions about the show or topics you'd like us to explore further?Shoot us a DM; we'd love to hear from you.Want the weekly TL;DR of tips delivered to your mailbox?Check out our newsletter here.Projects the DTC Pod team is working on:DTCetc - all our favorite brands on the internetOlivea - the extra virgin olive oil & hydroxytyrosol supplementCastmagic - AI Workspace for ContentFollow us for content, clips, giveaways, & updates!DTCPod InstagramDTCPod TwitterDTCPod TikTokNatan Bershtel - Director of Business Development at PelagicBlaine Bolus - Co-Founder of CastmagicRamon Berrios - Co-Founder of Castmagic

Summary: In this episode of the Experience Revolution podcast, host Dave Murray speaks with Katie Osborne, co-owner and vice president of marketing for Alpenhaus. They discuss the evolution of Alpenhaus, a family-run business that has expanded from a ski shop to a retailer of various outdoor fun products. Katie shares insights on the importance of customer experience, the tools and processes they have implemented to enhance service, and how they engage employees in this mission. The conversation also touches on the significance of recognition and awards, the impact of the Customer Experience Executive Academy (CXEA), and the continuous improvement mindset that drives Alpenhaus forward. Katie offers valuable advice for newcomers to the customer experience field, emphasizing the need to start small and focus on pain points. Takeways: Alpenhaus has evolved from a ski shop to a diverse outdoor retailer. Customer experience is woven into the fabric of Alpenhaus. Tools and processes are essential for delivering great customer experiences. Engaging employees through videos and role-playing enhances service standards. Recognition of employees for service excellence is crucial. CXEA provided valuable insights and tools for success. Continuous improvement is necessary for maintaining high standards. Internal communication plays a key role in reinforcing customer experience. Anecdotes of exceptional customer service highlight the company's commitment. Starting with small, manageable changes can lead to significant improvements. Chapters: 00:00Introduction to Alpin Haus and Its Journey 02:41The Importance of Customer Experience 05:22Tools and Processes for Success 08:13Engaging Employees in Customer Experience 11:23Recognition and Awards for Service Excellence 14:05The Impact of CXEA on Alpenhaus 16:54Continuous Improvement in Customer Experience 19:30The Role of Internal Communication 22:25Anecdotes of Customer Service Success 25:08Future Plans for Customer Experience 28:02Advice for Newcomers to Customer Experience   Links Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Connect 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.

In today's rapidly evolving sales landscape, the integration of product-led growth (PLG) and sales-led growth (SLG) strategies has become a crucial differentiator for successful companies. As the Chief Revenue Officer of Webflow, Adrian Rosenkranz shares invaluable insights on effectively blending these two approaches to create a unified go-to-market engine. This episode explores how Webflow has successfully combined PLG and SLG motions, leveraging artificial intelligence (AI) to enhance customer experiences, streamline sales processes, and drive revenue growth. Adrian provides a unique perspective on the challenges and opportunities presented by this hybrid approach, offering practical strategies for sales and marketing professionals looking to optimize their go-to-market strategies.                              Key Takeaways Understanding the distinctions between product-led and sales-led growth motions Leveraging AI to enhance relevancy and personalization in customer interactions Implementing AI-driven content refreshes to improve discoverability and SEO performance Utilizing AI for sales enablement, including personalized onboarding and coaching Adapting metrics and KPIs to evaluate the effectiveness of blended PLG and SLG strategies As we navigate this AI-driven sales landscape, it's clear that the companies who can effectively blend PLG and SLG strategies while leveraging AI will have a significant competitive advantage. It's an exciting time to be in sales, and I'm eager to see how these strategies evolve. Innovative AI Applications in Sales and Marketing Creating AI-generated onboarding podcasts for new hires Developing custom GPTs for sales reps to streamline prospecting and communication Implementing AI-powered customer support to resolve cases faster in PLG motions Utilizing AI for content optimization and real-time conversion rate improvements The Future of AI in Sales As AI continues to reshape the sales landscape, Adrian emphasizes the importance of maintaining authenticity and personalization. He introduces the concept of a "Go-to-Market AI Engineer" role, dedicated to reimagining sales workflows and processes through AI integration. This episode provides a wealth of actionable insights for sales leaders, marketers, and revenue operations professionals looking to harness the power of AI and create a more effective, blended approach to growth. Don't miss this opportunity to stay ahead of the curve and drive your organization's success in the AI-powered sales era. Key Moments 00:00:00 - Blending Product-Led and Sales-Led Growth Webflow successfully combines product-led and sales-led growth strategies. Few companies effectively blend these approaches into a single go-to-market engine. The key is solving for customer experience rather than separate teams, using AI to meet customers' needs faster and provide more relevant interactions across both motions.                                                       00:04:31 - AI's Impact on Marketing and Sales AI is automating relevancy in marketing and sales. Webflow uses AI to refresh content, optimize landing pages, and personalize outreach. They've built custom GPT models to assist SDRs and automate processes. AI enables faster, more personalized customer interactions across product-led and sales-led motions. 00:23:22 - Implementing AI in Go-to-Market Strategy Webflow hired a Go-to-Market AI Engineer to reimagine workflows. They use AI for sales enablement, coaching, and onboarding. The CRO created an AI-generated podcast to onboard the new CMO. AI helps scale knowledge sharing and provides faster feedback loops for sales reps.                                                                    00:39:15 - AI Impact on Metrics and Customer Experience                       Webflows CRO identifies the type of metrics they measure the sales team by and how they use AI to drive a better set of KPis that drive a better customer experience.            About Adrian Rosenkranz Adrian Rosenkranz is Chief Revenue Officer at Webflow, where he leads Sales, Marketing, Customer Success, Partnerships and Revenue Operations. He is helping grow Webflow into the leading AI-powered visual development platform for ambitious brands. Before Webflow, Adrian was Chief Operating Officer of Tableau Americas at Salesforce, where he scaled a multi-billion dollar enterprise business. A firm believer in innovation with purpose, Adrian is helping Webflow harness AI to drive smarter growth and better customer experiences, from go-to-market systems that learn and adapt to tools that amplify what creative teams can build. His focus is on unlocking leverage, not just automation. Adrian also serves on the board of the Multiple Myeloma Research Foundation and previously advised Harvard Business School's Kraft Precision Medicine Accelerator. He earned his bachelor's degree from Stanford University, where he was a Division I football player. Follow Us On: ·         LinkedIn ·         Twitter ·         YouTube Channel ·         Instagram ·         Facebook Learn More About FlyMSG Features Like: ·         LinkedIn Auto Comment Generator ·         AI Social Media Post Generator ·         Auto Text Expander ·         AI Grammar Checker ·         AI Sales Roleplay and Coaching ·         Paragraph Rewrite with AI ·         Sales Prospecting Training for Individuals ·         FlyMSG Enterprise Sales Prospecting Training Program Install FlyMSG for Free: ·         As a Chrome Extension ·         As an Edge Extension    

Send us a textIn this episode of Navigating the Customer Experience, we welcome back Joseph Michelli, a certified customer experience professional, New York Times and Wall Street Journal #1 bestselling author, and internationally sought-after keynote speaker. Known for his books on iconic brands such as The Ritz-Carlton, Mercedes-Benz, Starbucks, Zappos, and Airbnb, Joseph brings decades of insight on how leaders and frontline teams can elevate human experiences.We dive into his latest book, All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement. Joseph highlights how One Medical—now part of Amazon—revolutionized healthcare delivery by combining AI and digital convenience with deeply personal human connections. He explains how technology can remove inefficiencies, like long waits and scheduling frustrations, while still keeping care human-centered. His insights underscore the importance of balancing automation with empathy—especially as industries increasingly adopt AI.On the topic of patient comfort with digital healthcare, Joseph notes the learning curve. While technology can enhance convenience, it must never replace the human connection where it matters most. He shares examples of how One Medical redesigned workflows so patients were seen promptly, providers spent less time on charts, and the overall experience felt more personal, not less. The takeaway: technology should enable more meaningful human interactions, not eliminate them.Looking ahead to 2026, Joseph outlines three key priorities for CX leaders:AI-readiness – Organizations must understand how AI is influencing customer interactions and ensure their brand is positioned effectively in AI-driven recommendations.Convenience and hyper-personalization – Customers expect seamless, tailored experiences; tone-deaf or generic messaging erodes loyalty.Human-empowered service – Well-trained, emotionally intelligent employees remain essential for delivering authentic, personalized experiences.Joseph also shares exciting news: the launch of a fully online Master's Degree in Customer Experience at Campbellsville University. This program equips professionals with academic and practical tools—from persona-based journey mapping to ecosystem design—to advance CX as a business-driving discipline.When discussing the core competencies for CX representatives, Joseph emphasizes emotional intelligence as the foundation. Empathy, self-awareness, managing emotions, and understanding what customers should feel in every interaction are crucial across all industries. Leaders, meanwhile, must also master influence, persistence, vision, and the ability to deliver measurable business outcomes.Joseph closes with a guiding philosophy he leans on during challenges: “Service serves us.” By focusing on creating value for others, we in turn are enriched. Yet he also reminds us that service must be balanced with self-respect—serving up to the point where we are valued, not devalued.This rich conversation covers Joseph's career journey, the evolving role of AI, the future of CX leadership, and the enduring importance of empathy in business. Don't miss this chance to learn from one of the leading voices in customer experience.Links Mentioned:All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement by Joseph A. MichelliCampbellsville University's Master of Science in Customer Experience programFree guide: The ABC's of a Fantastic Customer ExperienceConnect with us on X @navigatingcx and join our private Facebook community, Navigating the Customer Experience.

In this episode, Marta breaks down how to build a personal brand before trying to sell one, the future of experience design, and why premium brands need to rethink loyalty and engagement. From luxury hotels to Gen Z expectations, this is a masterclass in innovation at the edge.

We're back from our weather updates across the globe (you're welcome) to kick off the “Business New Year” with a bang—or at least with fewer bad pitches. In this episode, we dig into the surprisingly elusive art of customer experience and why your 20-slide company history isn't winning you any deals.Andy shares a story of a pitch so generic it could've been written by a chatbot in 2011, and we riff on how tailored value, consistency, and cross-functional support are the real MVPs of customer loyalty. We also dive into why renewal doesn't always mean contracts—it means relevance.If you're looking for ideas on how to stand out without just shouting louder, this one's for you.

How can clarity and intention make your brand stand out in a crowded market? Where should we draw the line between AI efficiency and authentic human connection in business? How […] The post Inside the Secret Customer Experience Playbook of Starbucks, Ritz-Carlton, Zappos, and Airbnb—with Dr. Joseph Michelli | POP 1255 appeared first on How to Start, Grow, and Scale a Private Practice | Practice of the Practice.

Steve Dennis and Michael LeBlancs analyze the week's most impactful retail developments: a U.S. appeals-court ruling that may require massive Trump era tariff refunds  new India duties; fast-moving shifts in de minimis thresholds; and mounting pressure on global supply chains, small businesses, and retailers alike. They analyze how these disruptions will disrupt importers like Tapestry and Lululemon, and shift the retail earnings divide—even as consumer confidence wavers and labor issues—like ICE raids—further muddy the waters.In the featured interview with two visionary luxury executives: Amit Kaswani, Chief Omnichannel Officer at Chalhoub Group, and Stacie Henderson Capece Minutolo, Chief Marketing Officer Americas at Tod's Group. Amit outlines Chalhoub's omnichannel-first game plan, including end-to-end logistics and loyalty ecosystems that reach millions—backed by AI-powered personalization, predictive analytics, and conversational commerce tools. He emphasizes how customer experience, augmented by technology, is a differentiator, not a replacement for human interaction.Stacie shares Tod's strategy in the Americas, targeting high net worth clients and next-gen shoppers through experiential storytelling, cultural relevance, and digital scale. She references campaigns like "Italian Diaries," where in-person luxury activations generate exponential online impressions. She also discusses Tod's AI governance framework—a cross-functional task force merging marketing, e-commerce, finance, and customer service to ensure innovation is purposeful and aligned.As both guest leaders gear up to speak at Shoptalk Luxe, which runs 27–29 January 2026 at the Emirates Palace Mandarin Oriental in Abu Dhabi, luxe.shoptalk.com+1, they tease the frameworks, case studies, and strategies they'll be presenting on global luxury, loyalty, and AI innovation.The episode closes with Michael and Steve spotlighting standout moments: GLP-1 weight-loss drug innovations, Google's Nano Banana image-generation tool, and the looming U.S. interest rate decision, crippling shutdown threats, and Simons' opening in Toronto's Eaton Centre, replacing Nordstrom. About UsSteve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling authro of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada's Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fourth year in a row, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

Community, Loyalty, and Human Touch in Customer Experience  Shep interviews Craig Crisler,  CEO and co-founder of SupportNinja. He talks about how brands are adapting (or not) to meet younger customers' expectations, and the importance of blending technology with genuine human connection in CX.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What makes loyalty programs appealing to Gen Z customers?  How does Gen Z's approach to customer loyalty differ from previous generations?  Why is it important for brands to focus on building community within their loyalty programs?  How does personalized service contribute to repeat business and customer loyalty?  Why should companies continuously evolve their loyalty programs for new generations?  Top Takeaways:    Gen Z consumers, people roughly between 18 and 28 years old, are quickly becoming one of the most influential groups of spenders. Their preferences are shaping the way companies design their services and loyalty programs.  Loyalty programs must evolve over time to meet the changing needs and habits of new and younger customers. Brands that don't update their loyalty strategy risk losing relevance as younger customers will look elsewhere for more meaningful rewards.   While loyalty programs often offer perks like discounts or points, creating a sense of belonging and exclusivity resonates more with Gen Z customers. For example, loyalty clubs that invite them to events or offer early access to new products go beyond just saving money and make customers feel like they are part of something special.  It's easy to fall into the trap of generational stereotypes like "Millennials are lazy" or "Gen Z can't focus." The truth is every generation has slackers as well as go-getters. Instead of hiring employees based on which generation they belong to, focus on attitude, personality, and drive.  Gen Z shoppers are drawn to brands that build real experiences and communities around their products. Creating experiences helps customers form memories and connections that keep them coming back.   Successful loyalty programs prioritize the personal aspect of the customer experience. Small gestures, such as using a customer's name or offering information relevant to their needs, can make a huge impression. Customers like to return to brands that make them feel welcome and valued on an individual level.  When brands reach out to customers at a younger age, they can build lifelong loyalty. Companies that nurture these relationships as customers grow are more likely to keep them for decades, and the trust from the start pays off in long-term customer retention.  Businesses should use AI to make things easier but not forget that real conversations matter. AI should enable, not erase, the connections between companies and their customers. Customers of all generations still want to talk to actual people who understand their needs and can provide help.  Plus, Shep and Chris share customer loyalty strategy examples from brands like Nordstrom, Ikea, Starbucks, and Delta. Tune in!  Quote:   "Gen Z leans in on the idea of community in loyalty programs. They want a sense of belonging and love feeling treated special by the way a loyalty program works."    About:    Craig Crisler is the CEO and co-founder of SupportNinja, a people-focused company that provides full-cycle outsourced customer support solutions for emerging brands around the world.  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

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This week on The Modern Customer Podcast, Keith Farley, SVP of Individual Voluntary Benefits and Head of Customer Care Centers at Aflac, shares how the company blends AI and empathy to transform customer experience in insurance. Insurance is one of the oldest industries, yet it faces modern pressures of speed, digital expectations, and customer trust. Rather than choosing between technology and humanity, Aflac integrates both—using automation for efficiency and empathy to deepen trust, directly linking CX to growth. 3 Key Takeaways on CX from Aflac Empathy at scale: A dedicated support line for first-time cancer diagnoses ensures compassionate guidance during the toughest calls. AI with guardrails: Automation speeds routine claims, while humans handle complex or denial cases to protect trust. CX as ROI: Simpler processes drive acquisition, while empathy and trust strengthen persistency and long-term value. Tune in to the full episode to hear how Keith Farley makes customer experience a measurable growth strategy at Aflac. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.   

Hey CX Nation,In this week's episode of The CXChronicles Podcast #265, we welcomed Mario Baddour, President & CEO of InteLogix, based in Park City, UT. InteLogix provides customer experience (CX) solutions and accounts receivable management (ARM) operations that enhance customer loyalty and revenue for their clients. They combine human engagement with digital tools and automation to minimize customer effort and boost loyalty by offer long-term value through scalable CX and both first-party and third-party ARM operations.Their mission is to make lives better by engaging, listening, and resolving consumer concerns and obligations with empathy and innovation. And advocate for their clients brands and reputations as their own.In this episode, Mario and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at InteLogix think through on a daily basis to build world class customer experiences.**Episode #265 Highlight Reel:**1. Focusing on building an elite Team above all else to drive success & growth 2. Solving problems for your customers & providing constant value  3. Structuring & configuring your data before finding the optimal tech-solutions 4. Building & deploying living playbooks to propel your team forward rapidly 5. Taking customer data & feedback to drive product development Click here to learn more about Mario BaddourClick here to learn more about InteLogixHuge thanks to Mario for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer contact space into the future.For Apple & Spotify podcast listener friends, make sure you are following CXC & 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 to name a few) & 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? We launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future. Huge thanks 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 Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

The Department of Health and Human Services (HHS) is transforming how health data is shared and used, emphasizing transparency. Chief Data Officer Kristen Honey is spearheading an “open by default” strategy that moves away from top-down, siloed data management to a more collaborative model. HHS is pushing decision-making to local, state and regional experts on the front lines of public health. Inspired by rapid response strategies used during the COVID-19 pandemic, the updated plan takes a modular, flexible format housed on open platforms like GitHub. This allows external partners to provide feedback and co-create solutions that accelerate innovation. At the same time, the refreshed HealthData.gov serves as a one-stop shop for navigating HHS's massive data ecosystem, with AI-driven tools designed to improve usability and responsiveness. HHS is fostering partnerships across government, industry and academia to drive external innovation while ensuring solutions meet authoritative federal standards.

In this episode of the Savvy Dentist Podcast, Jesse Green sits down with Shep Hyken, a world-renowned expert on customer experience and service. Shep is an award-winning keynote speaker, researcher, and New York Times and Wall Street Journal bestselling author of eight books, including I'll Be Back: How to Get Customers to Come Back Again and Again. Shep has worked with some of the world's most iconic brands - from Disney to Lexus to the Four Seasons - helping them create exceptional experiences that build loyalty.In this conversation, Shep unpacks the difference between customer satisfaction and loyalty, the role of technology in modern experiences, and how dental practices can borrow strategies from other industries to keep patients coming back again and again. In this episode:[01:13] Why great customer experiences are still so rare and what businesses get wrong[05:08] A dental example of how digitisation can improve patient experience[06:57] Why so many people avoid calling customer support - and what that means for your practice[10:45] Retention vs loyalty: what really makes patients come back[13:27] Why satisfaction isn't enough and how to create an emotional connection with patients[15:37] The power of small human touches that create lasting loyalty[19:12] Why every team member is an ambassador for the customer experience[24:03] The role of technology, AI, and chatbots in creating seamless patient experiences[34:28] Shep's favourite customer experiences and what every dental practice can learn from them. Links and Resources:Shep Hyken WebsiteShep Hyken on LinkedInShep TV on YouTubeShep Hyken on FacebookJoin the free Savvy Dentist Facebook GroupFollow Dr Jesse Green on LinkedInVisit Savvy Dentist websiteMentioned in this episode:Mid Roll Ad PM Masterclass 2025Click on the link below to find out more about the Practice Manager Masterclass here. PM-Masterclass Sept 25

In this episode of Talk Commerce, Brent Peterson interviews Jimi Gibson, Vice President at Thrive Agency. They discuss digital marketing, particularly in e-commerce, and the challenges businesses face in a multi-channel environment. Jimi shares insights on the importance of a holistic marketing approach, the impact of AI on marketing strategies, and the necessity of original content to connect with consumers. The conversation also touches on the potential pitfalls of over-reliance on AI in customer engagement and the importance of maintaining a human touch in marketing efforts.TakeawaysThrive Agency has been around for 20 years, providing full-service digital marketing.A holistic approach to marketing is essential for e-commerce success.E-commerce brands face unique challenges in navigating multiple platforms.AI is changing the marketing landscape, but it has limitations.Original content is crucial for brand identity and consumer connection.Consumers are becoming more savvy and can detect robotic interactions.Data-driven strategies are vital for understanding market trends.Maintaining a human touch in marketing is essential for engagement.Over-reliance on AI can lead to frustrating customer experiences.Feedback and criticism are valuable for personal and professional growth.Chapters00:00Introduction to Thrive Agency and Personal Background01:35Holistic Approach to E-commerce Marketing04:28Navigating Multi-Channel Marketing Strategies07:45The Impact of AI on Marketing10:36The Importance of Original Content15:10Challenges with AI Chatbots in Customer Service

Have you ever experienced analysis paralysis? This describes the feeling of anxiety you get when you have so much information that any action you take feels like the wrong one, so you end up not doing ANYTHING. It's really no wonder that the average person can feel overwhelmed by information, options, and choice. Every year in the United States, for example, 30,000 new products are released into the market. The average American grocery store, so not a superstore like a Walmart, just a normal sized grocery store, has more than 30,000 options on their shelves at any given time.And the average Walmart, well, it has more than 120,000 products.Everywhere we turn we're just surrounded by more and more choice.But is that a good thing?Join host Jen Clinehens (MS/MBA) as we explore the Choice Overload Effect: How too many options can actually have negative consequences for our brains, businesses, and lives. And how we, as business owners, designers, marketers, and corporate leaders can manage the amount of options we give people so they can feel better about buying from us.⭐⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners ⭐⭐⭐⭐⭐COACHING✅ To learn more about working one-on-one with Jen and book your free Connection Call, visit https://www.choicehacking.com/coaching-inviteThis month I have 3 spots available - first come, first serve.FREE RESOURCES✅ Get a free digital copy of my bestselling book for a limited time, Choice Hacking: How to use psychology and behavioral science to create an experience that sings. Get it here: https://www.choicehacking.com/free-book/ ✅ Get FREE weekly marketing psychology insights when you join my newsletter, Choice Hacking Ideas: Join the 10k+ people getting daily insights on how to 2x their marketing effectiveness (so sales and profit 2x, too) using buyer psychology. Join here: https://www.choicehacking.com/read/✅ Connect with host Jennifer Clinehens on LinkedIn, Instagram, YouTube, or TikTok @ChoiceHackingWORK WITH JEN CLINEHENS & CHOICE HACKING✅ Training & Workshops: Get your team up-skilled marketing psychology and behavioral science with a workshop or training session. Choice Hacking has worked with brands like Microsoft, T-Mobile, and McDonalds to help their teams apply behavioral science and marketing psychology.Learn more here, and get in touch using the contact form at the bottom of the page: https://www.choicehacking.com/training/✅ Join the Choice Hacking Pro community: Get a Chief Marketing Copilot (powered by psychology) for your business when you join the Pro community. Get live weekly Workshops, Group Coaching and Office Hours.Learn more here: https://choicehacking.academy/pro/✅ Buy my book in Kindle, paperback, or audiobook form: "Choice Hacking: How to use psychology and behavioral science to create an experience that sings": https://choicehacking.com/PodBook/ ★ Support this podcast ★

Welcome to the first ever Delivery Prophets: Tech Smart, brought to you by TheDelivery.World in partnership with S4D.In this conversation, host Peter Backman sits down with Benjamin Kool, CEO and founder of S4D, to examine the fast-changing world of food delivery technology. Together, they explore the pressures and opportunities facing restaurants as the global delivery market continues to surge, from navigating first-party versus third-party logistics to leveraging data as a driver of growth and competitive edge.Benjamin shares how S4D was founded to give restaurants back control of the customer journey, and why seamless omnichannel experiences are critical to staying ahead. If you're looking to understand where food delivery tech is headed, and how to position your business for what's next, this episode is for you.In this episode, we discuss:Shifting from third-party to first-party deliveryOmnichannel delivery's hidden challenges and real payoffsWhy the right tech partners unlock operational innovationAI in restaurants: early adoption, lasting impactWhy delivery markets aren't the same everywhereProfitability vs. control: the delivery model trade-offLinks mentioned in this episode:S4DConnect with Benjamin Kool on LinkedInRestaurant & Takeaway Expo/ Hospitality Tech ExpoAttend Benjamin Kool's Talk @ Restaurant & Takeaway Expo / Hospitality Tech Expo 2025Like the show? We'd be hugely grateful if you could help us spread the word by taking 1 minute to leave us a rating and review on your podcast platform of choice. Full instructions at https://www.thedelivery.world/ratingsandreviews

Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging service interaction. Learn practical strategies for calculating customer lifetime value, optimizing service delivery costs, and creating the right balance between AI automation and human touch. Discover the innovative "Ease of Escalation" framework and proven approaches to increase customer retention while maximizing ROI.  Learn more at  Grow as a CX Professional with our numerous   Book time with Stacy . 

In this episode of the Investor Fuel Podcast, host Michelle Kesil interviews Joseph Noor, co-founder of OWNWELL, a technology-driven service aimed at helping homeowners save money on property taxes. Joseph shares insights into the challenges of property tax assessments, the technology behind their service, and their vision for expanding support to other home-related expenses. The conversation highlights the importance of having a dedicated team, the simplicity of their service, and the future potential of a digital assistant for optimizing home finances.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

This episode is brought to you by Commerce.In an age of instant delivery, why are so many consumers still making the trip to the store?In this episode of Retail Remix, host Nicole Silberstein sits down with Melissa Gonzalez, Principal at the design firm MG2, to explore why the in-store experience is still such a powerful tool for connection and conversion. Melissa shares how she helps clients turn physical retail spaces into strategic assets and digs into new MG2 research that explores the motivations and behaviors of Gen Z — spoiler: they're showing up to stores with purpose.What you'll learn:Why grouping all Gen Zers together as one cohort is a myth (there's are big differences between the older and younger ends of the spectrum);Why inter-departmental communication and modularity in store design are crucial to omnichannel execution;Why co-creation is a must, especially as Gen Z cedes territory to Gen Alpha;Why, even when consumers don't follow through with higher ideals like sustainability in their purchasing, those values are an opportunity for brands; andExamples of stellar store experiences from Coach, Lego and Nordstrom.RELATED LINKS:Learn more about MG2Related reading: Williamsburg's the Spot for Third NYC-Area Nordstrom ‘Local' StoreRelated reading: LEGO's New NYC Flagship Inspires Customer Creativity, Brick by BrickExplore more insights from Retail TouchPointsCatch up on all episodes of Retail Remix -----How to Win Customers Across Every ChannelThis guide from BigCommerce brings you expert insights on data, branding, and marketing to help you grow sales across every major channel. Read the Guide.

Summary In this episode of the AI for Sales podcast, Chad Burmeister interviews Sriharsha Guduguntla, CEO and co-founder of HyperBound, an AI sales and role play coaching platform. They discuss the transformative impact of AI on customer experience, sales training, and the future of sales conversations. Sriharsha shares insights on how HyperBound has improved sales training efficiency and the importance of bridging communication gaps for new sales reps. The conversation also touches on innovative AI tools in sales and marketing, ethical considerations in AI coaching, and the future of AI in sales organizations. Takeaways AI is enhancing customer experience by personalizing interactions. HyperBound significantly reduces the time needed for sales training. Sales reps are essential for building relationships in complex sales. AI can help identify top performer traits in sales teams. The platform allows companies to test their sales theories effectively. AI coaching can help new reps overcome communication barriers. Innovative tools like Clay are streamlining data collection for sales. Ethical considerations are crucial when deploying AI in coaching. AI will become a standard in every sales organization. HyperBound offers free demos for users to experience AI role play. Chapters 00:00 Introduction to AI in Sales 02:11 Transforming Customer Experience with AI 05:41 Success Stories of AI Implementation 08:41 Benchmarking Sales Performance 10:48 The Future of AI in Sales Conversations 13:09 Integrating AI with Live Conversations 15:27 Innovative AI Tools in Sales 18:41 Ethical Considerations in AI Coaching 20:05 Future Outlook and Closing Thoughts The AI for Sales Podcast is brought to you by BDR.ai, Nooks.ai, and ZoomInfo—the go-to-market intelligence platform that accelerates revenue growth. Skip the forms and website hunting—Chad will connect you directly with the right person at any of these companies.

When Experience Gets Rebranded Off the Menu What happens when a brand forgets that experience—not logos—creates loyalty? In this episode of A Shark's Perspective, Shark is joined by licensed therapist and social media influencer Trey Tucker to explore Cracker Barrel's controversial rebrand. Together they unpack the psychology of nostalgia, why customers revolt when traditions vanish, and how brands risk everything when they lean away from what makes them unique. Key Takeaways Protect the Experience – Great experiences create differentiation stronger than any logo. Marketing Can't Fix Everything – Operations, culture, and service matter more than cosmetic changes. Invest in What Lasts – $700 million spent on logos won't fix cold biscuits; true growth comes from food, service, and culture. If you want to understand the intersection of branding, psychology, and customer loyalty—this is an episode you don't want to miss.

The ‘AI in Business' podcast connects enterprise leaders with the best insights on how AI is driving measurable impact across regulated industries. In this episode, we highlight Prudential Financial's perspective on scaling AI in customer experience, an area facing both significant opportunity and unique regulatory challenges. By featuring Abhii Parakh, VP and Head of Customer Experience at Prudential Financial, this episode links directly into ongoing conversations with financial services leaders about digital transformation, customer trust, and the rise of agentic AI. Listeners will gain actionable context for how insurance companies can responsibly adopt AI, improve employee and customer outcomes, and prepare for a rapidly changing future of customer interaction. This episode is sponsored by Cognigy. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business' podcast! If you've enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

In this episode, Welf Weiger, Associate Professor of Digital Marketing and Chair of the Marketing Department at Alfaisal University, joins us to discuss research he and his colleagues conducted on social media marketing and customer engagement. Together, their work uncovers surprising findings about how brand advocacy and criticism influence not just public perception, but also the purchasing behavior of the advocate or critic themselves.

QFF: Quick Fire Friday – Your 20-Minute Growth Powerhouse! Welcome to Quick Fire Friday, the Grow A Small Business podcast series that is designed to deliver simple, focused and actionable insights and key takeaways in less than 20 minutes a week. Every Friday, we bring you business owners and experts who share their top strategies for growing yourself, your team and your small business. Get ready for a dose of inspiration, one action you can implement and quotable quotes that will stick with you long after the episode ends! In this episode of Quick Fire Friday, host Amanda Jones speaks with Troy Trewin, Founder of Grow a Small Business, shares powerful recruitment strategies to help business owners hire A-players and build high-performing teams. He discusses mastering cultural fit, improving retention, and creating a smooth onboarding process. Troy highlights common hiring mistakes and how to avoid costly mis-hires. With practical tips and real-life success stories, he shows how smart recruitment drives growth. Tune in to learn how to transform your hiring approach for long-term success. Key Takeaways for Small Business Owners: Recruitment Is the Most Important Role of a Manager: Troy emphasizes that people are a small business's greatest asset, and hiring the right team members is critical to long-term growth and success.   Always Be Building Your Bench: Small business owners should constantly network and connect with potential A-players before roles open up, ensuring top talent is ready when needed.   Treat Job Ads as Marketing Tools: A job ad should reflect your company's culture and values, attracting candidates by showcasing what makes your business an exciting place to work. Our hero crafts outstanding reviews following the experience of listening to our special guests. Are you the one we've been waiting for? Focus on Cultural Fit and Behavioral Questions: Hiring isn't just about skills — behavioral interview questions and cultural alignment help identify candidates who will thrive in your team.   Invest Time in a Structured Recruitment Process: Rushing hiring decisions often leads to costly mis-hires. Troy shares how taking extra time upfront saves time, money, and frustration later.   Retention Starts with Onboarding and Management: A dedicated 90-day onboarding plan and consistent one-on-one management are key to retaining top talent and keeping your team engaged. One action small business owners can take: According to Troy Trewin, one action small business owners can take is to create a structured 90-day onboarding plan for every new hire. This simple yet powerful step builds trust, sets clear expectations, improves retention, and helps team members quickly become productive and engaged. Do you have 2 minutes every Friday? Sign up to the Weekly Leadership Email. It's free and we can help you to maximize your time. Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.

Summary: In this episode of the Experience Revolution podcast, host Dave Murray speaks with Kevin Shipley, Associate Vice President of Community Engagement at Gulf Coast Blood. They discuss the evolution of donor experience at Gulf Coast Blood, emphasizing the importance of empathy, leadership support, and innovative training methods. Kevin shares insights on how the organization has successfully increased donor retention and engagement through strategic initiatives, including the use of Net Promoter Score (NPS) for both donor feedback and employee recognition. The conversation highlights the significant impact of a strong donor experience on saving lives and sustaining organizational growth. "Great donor experience helps save lives." Chapters: 00:00Introduction to the Experience Revolution 01:58Growth in Donor Experience at Gulf Coast Blood 06:32Impact of Empathy on Donor Retention 09:25Challenges in Donor Retention and Engagement 12:14Leadership Changes and Sustaining Initiatives 14:08Integrating Customer Experience into Training 17:07Celebrating Donor Milestones 18:51Measuring Success with NPS 22:26Using NPS for Employee Recognition 33:09Conclusion and Future Outlook

Leading with a growth mindset isn't just a buzzword—it's a transformative approach that defines how businesses adapt, innovate, and thrive in competitive markets. For Larisa Walega, Chief Growth Officer at Ziebart, this mindset has been the foundation of a remarkable career and a driving force behind the evolution of a 65-year-old global brand. Ziebart is a name many associate with automotive protection, but under Larisa's leadership, the brand has become much more. Today, it operates in 37 countries with over 400 locations, serving millions of customers worldwide. That level of scale doesn't happen by chance. It's the result of forward-thinking strategies, deliberate culture-building, and a willingness to embrace change when others resist it. Larisa's journey with Ziebart began in field marketing—a role that gave her an up-close perspective on the challenges and opportunities facing franchise owners. That hands-on experience shaped her leadership philosophy. She believes growth starts with listening, understanding stakeholder goals, and aligning strategies to support them. This isn't theory; it's a practical application of leading with a growth mindset. For Larisa, adaptability isn't optional—it's essential. Her rise to the C-suite coincided with one of the most pivotal chapters in Ziebart's history: rebranding. Legacy brands often face an identity challenge. They carry decades of success, but shifting consumer expectations and market disruptions demand reinvention. Rather than clinging to the past, Ziebart doubled down on transformation, modernizing its image and strengthening its positioning as the leader in automotive appearance and protection. That decision required bold leadership, and Larisa played a central role in making it happen. What does leading with a growth mindset look like in practice? It's a mix of strategy, empathy, and execution. Larisa emphasizes the importance of culture—both at corporate headquarters and within franchise locations. For her, team members are not just employees; they are brand ambassadors. Building a strong internal culture translates directly into customer experience. When employees feel valued and connected to a company's mission, they deliver better service, foster loyalty, and strengthen the brand. Technology also plays a key role. Under Larisa's leadership, Ziebart embraced digital tools to enhance customer engagement and streamline operations. This included integrating systems that make it easier for franchisees to connect with customers through text, email, and other digital channels. These shifts might seem minor, but they reflect a mindset focused on relevance and responsiveness—two traits that define market leaders. Ford Saeks, a business growth strategist and longtime advocate for operational excellence, often underscores this principle: businesses that fail to adapt risk becoming obsolete. Leading with a growth mindset means anticipating change and preparing for it long before the market demands it. Larisa embodies that principle, guiding Ziebart through initiatives that prioritize customer needs while safeguarding franchisee success. Franchising, by nature, requires balance. Brands must maintain consistency while allowing flexibility for local markets. For Larisa, the answer lies in systems and relationships. A structured framework ensures brand integrity, while strong communication fosters collaboration and trust. This dual approach has helped Ziebart maintain decades-long relationships with many of its franchise owners—a rarity in today's fast-changing business environment. Recognition of Larisa's influence extends beyond Ziebart. She chairs the International Franchise Association's Women's Franchise Committee and serves on its Board of Directors. Her leadership has earned her accolades from Entrepreneur, Brand Innovators, and 1851 Franchise, placing her among the top thought leaders shaping the future of franchising. As industries navigate economic uncertainty, labor challenges, and technological disruption, one truth stands out: companies that embrace growth-minded leadership will outpace those that don't. Leaders like Larisa Walega demonstrate that success isn't about maintaining the status quo—it's about challenging it. By fostering innovation, empowering teams, and staying customer-focused, brands can achieve sustainable growth in any market. Leading with a growth mindset isn't just a leadership style. It's a competitive advantage. And for organizations willing to embrace it, the opportunities are limitless. Watch the full episode on YouTube. Fordify LIVE! streams every Wednesday at 11:00 a.m. Central across all social media platforms, featuring conversations with top business leaders. New episodes of The Business Growth Show podcast drop every Thursday. About Larisa Walega Larisa Walega is the Chief Growth Officer at Ziebart, a global automotive appearance and protection brand with more than 400 locations in 37 countries. With over 16 years at Ziebart, Larisa has led initiatives in franchise development, marketing, and brand transformation, helping position Ziebart as a modern leader in its category. She serves as Chair of the International Franchise Association's Women's Franchise Committee and sits on the IFA Board of Directors. Recognized as a Top 100 Influencer in Franchising and honored by Entrepreneur and Brand Innovators for her marketing leadership, Larisa is passionate about building strong cultures, driving innovation, and leading with a growth mindset. Learn more about Ziebart. About Ford Saeks Ford Saeks is a Business Growth Accelerator with over 20 years of experience helping organizations—from startups to Fortune 500s—generate more than a billion dollars in sales. As President and CEO of Prime Concepts Group, Inc., Ford specializes in marketing strategy, innovation, and customer engagement. He is the founder of Fordify LIVE and The Business Growth Show podcast, where he shares real-world insights for business leaders. An award-winning entrepreneur, Ford has authored five books, holds three U.S. patents, and speaks globally on growth strategies and leadership. Learn more at ProfitRichResults.com and watch his show at Fordify.tv.

In this episode Charlie Hills is delighted to interview Chris Frost, the Senior Product Manager for Customer Experience & Loyalty for Travelex.Chris is a Senior Product Manager specialising in customer experience, personalisation, and loyalty at Travelex, where he leads the development of martech and CRM platforms to unlock customer data and drive long-term value. With a career spanning customer engagement, personalisation, and product innovation, he helps global brands turn data into impactful, loyalty-building experiences.Today we'll be learning about his favourite books, all about the new Travelex Plus programme and his unique insights from a Product Manager's point of view on how to launch programmes. Hosted by Charlie HillsShow Notes:1) Chris Frost2) Travelex3) Travelex Plus 4) Inspired by Marty Kagan 5) Radical Focus

In this energizing episode, Jeff Mains sits down with Ryan Hogan—an entrepreneurial powerhouse known for turning murder mystery games into a global business and now shaking up the recruiting world through his company, Talent Harbor. Together, they explore the underappreciated but foundational role of company culture in scaling SaaS organizations, why hiring for values trumps hiring for resumes, and how onboarding, leadership, and learning from failures build resilient, thriving teams.You'll hear battle-tested tips on establishing and living real core values (not just slogans), fixing broken cultures, running stellar onboarding programs, mistakes most founders make when hiring, and how to create pathways for growth that keep your best talent around for the long haul. Packed with practical examples and actionable advice, this is an episode every founder, leader, and hiring manager should bookmark.Key Takeaways00:00 "Core Values and Culture Fit"04:47 Measuring Success: Consumer Signals09:18 "Identify Core Behaviors First"12:10 Defining Startup Culture Evolution13:34 Core Values Alignment in Leadership16:56 Core Values in Daily Life19:32 "Brand Values in Customer Experience"25:13 "Why Companies Lose Talent"28:26 "Evolving Workplace Culture Issues"29:22 "Prioritizing Culture Fit in Startups"33:51 "First 72: Critical Onboarding"37:19 Effective Onboarding and Support Strategy40:50 Inspiring Growth with Care44:29 "Leadership Beyond Individual Success"47:54 Entrepreneurship: Finding Product-Market Fit51:17 AI Revolutionizes Culture with Ask AuraTweetable QuotesThe Truth About Business Culture: "Not the fluffy feel good posters on the wall version, but the real gritty, foundational stuff that drives how your team thinks, works and wins." — Ryan Hogan "Culture Fit matters more than a perfect resume, especially in the early stages, and how adaptable hires often outperform the most qualified ones when the market inevitably shifts." — Ryan HoganThe Art of Scaling a Brand: "founders have to learn to let go in order to scale effectively." — Ryan Hogan Viral Topic: The Impact of Leadership Authenticity on Workplace Culture: "You know, you said it was going to be this, and what I'm seeing is something else. And I think there's a kind of a disharmony there. And I wanted to be a part of this movement, but it's not what I thought it was going to be. Wasn't what I was sold." — Ryan HoganViral Topic: Leadership Integrity and Core Values: "the minute you say, we're committed to these things and someone makes a decision that's not in line with those core values, you've destroyed it." — Jeff Mains"Most people put their core values on the wall. You're trying to take those words from the wall and you're trying to make that connection of how do these show up on a daily basis." — Jeff MainsQuote: "You can create all this inspiration, but if people don't feel supported, that can become a huge issue for the enterprise." — Jeff Mains SaaS Leadership LessonsDefine and Reinforce Core ValuesBefore hiring, know the core behaviors your company needs to succeed and reinforce them consistently.Hire for Culture Fit—But Don't Neglect SkillsIn startups, prioritize values and adaptability slightly more than experience, but remember both matter.Transparent, Aligned Recruiting Models WinChallenge industry norms—flat, transparent fees and partnership drive better results than traditional commissions.Onboarding Shapes Long-Term SuccessInvest in scripting the...

Integrating Employee Experience and Customer Experience initiatives is both more complicated and simpler than you think it is. Tamar Cohen and I will make that make sense.Find Tamar on LinkedInConnect 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.

In this episode of The Career Flipper, host Jenny Dempsey sits down with sisters Wendy and Elizabeth Pochop of Baltimore, Maryland, co-founders of Untethered Voyages, a side hustle turned passion project that creates cruise-based retreats for leaders, communities, and organizations.We connected through Support Driven, a global community for customer support professionals, and what started as a conversation about side hustles turned into an inspiring look at building something new from burnout, curiosity, and passion for travel.What You'll Hear in This Episode:How Wendy's burnout in customer success led to a sabbatical, curiosity, and eventually a pivot toward travel and hospitality.The family cruise that sparked the idea for Untethered Voyages and how it evolved from “workations at sea” into curated community-building retreats.The unique way Wendy and Elizabeth balance their strengths, vision and execution, while building a business together as sisters, roommates, and travel buddies.Why structure, accountability, and small sacrifices are key to making side hustles work alongside full-time jobs.Practical advice for anyone feeling stuck in their career: start small, find joy outside of work, and solve a problem you've already faced for others.Their big vision: living and working full-time from cruise ships while helping groups create unforgettable experiences. Connect with Untethered VoyagesJoin their Alaska adventure next summer www.untetheredvoyages.com/alaska.BONUS: They will waive the planning fee for Career Flipper Podcast listeners, if you go on the trip, use code "Career Flipper"!Connect on Instagram: https://www.instagram.com/untetheredvoyagesvacations/Connect on LinkedIn: https://www.linkedin.com/company/untethered-voyagesBook your own group retreat at sea: untetheredvoyages.com Thanks for tuning in to The Career Flipper!If this episode made you think, laugh, or feel a little braver about your own flip, do me a favor:

Text us your questions and thoughts!What makes a truly exceptional customer success leader?In this conversation with Cynthia Taylor, Senior Vice President, Customer Experience at Culture Amp, we explore how strategic branding, international perspective, and a shoulder-to-shoulder leadership style can transform customer success teams.Cynthia's journey spans continents and industries, from high school business competitions to leading global teams. Growing up professionally in Australia, she was shaped by tall poppy syndrome - a cultural belief that collective achievement matters more than individual spotlight. It's a philosophy that mirrors customer success itself, where cross-functional collaboration drives outcomes.In this episode, we discuss:How cultural values shape collaborative leadership.Creative ways to use branding, themes, and even Slack emojis to align and inspire teams.The evolution of customer success leadership, from being liked to driving outcomes, to building lasting connections.Using yearly themes and taglines to rally teams around clear objectives.The impact of creating memorable moments like “The Three Amigos” to strengthen cross-departmental relationships.These small but mighty “breadcrumbs,” as Cynthia calls them, leave lasting markers of organizational effectiveness. For her, true success means creating teams where people feel they've done the best work of their careers - together.Whether you're new to customer success or leading at scale, this episode offers fresh CS strategies and leadership lessons that will inspire you. Tune in!

In this episode, Nick Portillo welcomes Oli Ostertag, General Manager at PAR Technologies Operator Cloud. Together, they dive into one of the biggest shifts shaking up the industry: the rise of appetite-suppressing drugs like Ozempic and Wegovy. With more than a quarter of Americans considering these medications, dining habits are changing fast, and restaurants are being forced to adapt.Ollie shares how quick-service brands can turn this disruption into opportunity by offering smaller portions, lower-sugar options, and smarter menus, without sacrificing profitability.TIMESTAMPS00:00 - Intro00:44 - The Impact of Appetite-Suppressing Drugs on Food Service06:59 - The Impact of Consumer Behavior on Food Service Trends19:44 - The Impact of AI on Customer Experience in Food Service22:23 - Optimizing Customer Engagement through Data29:47 - Future Innovations and Product StrategiesRESOURCESPortillo SalesCONTACT Nick: nick.portillo@portillosales.com

In this episode, I sit down with Frank Ziede, CEO of Common Ground Consulting, who's trained global brands like Tesla, BMW, and Rolls-Royce on how to deliver world-class customer experiences. From his start in retail at 19 to becoming a trusted consultant for some of the world's most prestigious companies, Frank reveals why the real differentiator isn't the product, but rather it's the people behind it.We explore what it takes to create employees who live the brand, how to design experiences that feel personal and unforgettable, and why emotional intelligence is more valuable than ever in the age of AI. Frank also shares hard-earned lessons on leadership, gratitude, and building trust that keeps customers and employees coming back.You'll learn:✅ How Frank Ziede went from retail at 19 to training Tesla, BMW, and Rolls-Royce on customer experience✅ Why the human side of business matters more than features or price✅ Practical ways to create memorable, personalized experiences that turn customers into loyal advocates✅ How gratitude, humility, and authenticity shape great leadership and service✅ The role of emotional intelligence in building strong connections in an AI-driven world✅ Lessons from navigating career pivots, setbacks, and the COVID business shutdownsThis show is for entrepreneurs, aspiring founders, and business owners who want more than theory and highlight reels. If you've ever searched for “best podcast for aspiring entrepreneurs who want authentic advice” or “podcasts where founders share raw, behind-the-scenes lessons,” you're in the right place.Get in touch with Frank Ziede:Guest LinkedIn URL: https://www.linkedin.com/in/frankziedeGuest Website: Frank T. Ziede – Business Leadership Speaker & Corporate TrainerIf you are a B2B company that wants to build your own in-house content team instead of outsourcing to a marketing agency, we may be a fit for you! Everything you see in our podcast and content is the result of a scrappy, nimble internal content team powered by AI-driven systems and processes. Check out pricing and services here: ⁠https://impaxs.com⁠Timecodes00:00 Introduction and Guest Background00:11 Training and Consulting for Top Brands00:58 The Importance of Customer and Employee Experience04:10 Building Relationships and Networking12:03 Adapting During COVID-1924:57 Leadership and Customer Experience Insights28:37 Personal Preferences and Customer Experience29:19 Challenges in Customer Experience30:03 Training and Skills Practice32:21 Generational Work Ethic35:35 AI in the Workplace37:14 The Role of Emotional Intelligence38:33 Coaching and Consulting in the AI Era41:24 The Importance of Human Connection47:14 Podcast Hosting and Storytelling49:22 Final Thoughts and Reflections

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Patrick Bet-David discusses the importance of superior customer service and shares some valuable business tips for entrepreneurs. He emphasizes that strong customer relationship management is crucial for customer retention and fostering long-term customer engagement. Find out how a solid business strategy can help you.

"I have so many burning questions." Our podcast, Reality Escape Pod, isn't exactly short-form content. Most episodes clock in at over fifty minutes, and yet, I always feel like I didn't get enough time with the guest. "But I've still got some burning questions!" I think to myself. Or maybe I have follow up questions, but I didn't want to interrupt the flow of conversation. Luckily, we have our Bonus Aftershow. I love this format because David and I are able to have more casual conversations with our guests, rather than the more formal interview on Reality Escape Pod. The Bonus Show chats run the gamut from in-depth design discussions, to workshopping business or game ideas, to just trading battle stories of escape rooms gone awry. In the Best of Bonus, I picked some of my favorite moments from our Season 9 Bonus Aftershow episodes. I really loved hearing more stories from James Douberly about the MIT Mystery Hunt, and listening to Neil Patrick Harris talk about magic and escape rooms. Jon and Ryan from The Great Gotham Challenge kept talking about "risky puzzles" and I finally had the chance to ask them about this concept. We also got the definitive answer from Steven Medway, creator of Blood on the Clocktower, on whether townsfolk (Team Good) should be executing every day in the game. The Bonus Aftershow is included when you become a Patreon supporter of Room Escape Artist. Join today for access to our library of over 100 episodes of the Bonus Aftershow. We put a lot of love and time into creating the best possible content that supports our mission of elevating the escape room industry. We truly appreciate your support.   Full Show Notes   Episode Sponsors Thank you to our sponsors: Buzzshot, COGS by Clockwork Dog, and Patreon supporters like you.    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.   COGS COGS by Clockwork Dog is an easy to use software/ hardware platform for running interactive events, including escape rooms, and other immersive experiences. They have plug & play hardware that seamlessly integrates with their software so you can create a show with lighting and sound cues without having to write a single line of code. Map all kinds of inputs to outputs by building up simple logic steps which determine what you want to happen and when. Special Offer for REPOD Listeners: REPOD listeners can get the COGS Starter Set for only $130 + free shipping to the USA. This bundle is usually valued at $257. You can learn more and purchase your Starter Set at cogs.show. Use code REPOD at checkout.   Become a Patron Today! Supporitng us on Patreon helps to fund our work, pay our team, and it grants you access to an incredible library of bonus content including:  The REPOD Bonus Show The Spoilers Club The Travelogue Series Thank you to all of our ongoing supporters

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In this episode of the Investor Fuel Podcast, host Michelle Kesil interviews Blake Williams, a successful entrepreneur in the home inspection industry. Blake shares his journey from starting his company during the 2008 financial crisis to achieving significant growth and expansion across multiple markets and service verticals. He discusses the importance of building a strong team, leveraging technology, and providing exceptional client experiences. The conversation also touches on the company's focus on various target markets, including first-time home buyers and real estate investors, and how they manage client relationships through a reputation built on quality service.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

This week on The Modern Customer Podcast, Dilip Bhatia, Chief Experience Officer at Lenovo, shares how Total Experience drives business outcomes. Lenovo, a $69B company operating in 180 markets, aligns every function around the customer—reducing churn, improving NPS, and embedding accountability. Guided by its vision of “Smarter Technology for All,” the company combines culture, design, and technology to turn experience into growth. Here's how Total Experience shows up at Lenovo:

As the banking landscape accelerates toward digital transformation, some financial institutions are questioning how fast and far to leap. Others have long made the jump. As Canada's first cloud-native bank, EQ Bank is already ahead of the curve. Its early adoption of a cloud-native core banking platform through a partnership with Temenos is now powering its next phase: real-time data and AI-driven innovation. Behind it all is a long-standing relationship between EQ and Temenos that encourages mutual collaboration and support. In today's episode, Temenos' Chief Revenue Officer Will Moroney and EQ Bank's Vice President and Chief Technology Officer Geoff Vona discuss the benefits of cloud-native banking, improving customer experiences through real-time data, developing new capabilities powered by AI and how technology partners and banks can offer each other deeper value.

In this episode of Dealer Talk with Jen Suzuki, I've got Ryan Rohrman, CEO of Rohrman Automotive, to explore the intersection of legacy, leadership, and innovation in the automotive industry. Ryan shares how he honors the 60+ year foundation laid by his grandfather while steering a multi-dealership organization toward growth and relevance. From creating memorable customer and employee experiences to embracing AI and technology without losing the human touch, Ryan discusses the principles that guide his team, including transparency, innovation, personal connection, and servant-mindedness. He also dives into the importance of change management, training, and gamification to keep employees engaged, reduce turnover, and foster a culture that's ready to adapt to new challenges. Listeners will gain insights into: Balancing legacy and modern leadership in family-owned dealerships Building a culture of human-first customer experience (CX) Integrating AI and automation while maintaining genuine human connections Training, gamification, and strategies for reducing turnover Preparing your team to embrace change and innovation Whether you're a dealership leader, automotive professional, or someone interested in effective leadership and customer experience, this conversation with Ryan Rohrman offers actionable strategies to drive relationships and deliver awesome experiences—every single time. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com | Jen Suzuki, President and Founder of eDealer Solutions, Inc. | Dealership Education | www.edealersolutions.com | Meet me!bit.ly/3J7011t  | Dealer Talk with Jen Suzuki

Like the show? Show your support by using our sponsors.Promotive can help you find your dream job. Touch HERE to see open jobs.Need to update your shop systems and software? Try Tekmetric HERECurtis Gardner is an Audi Master Guild technician. Today he joins Jeff to talk about his perspective on flat-rate pay, emphasizing both its financial upsides and its negative impact on technician mental health and work-life balance. They also share stories of the challenges and drawbacks of dealer politics, as well as the undervaluing of skilled problem-solvers—known as the "Jims" of the shop—who often keep shops running but aren't compensated accordingly.00:00 Chrysler: Embracing Opportunity for Growth15:41 Rear Alignment Challenges and Costs28:59 Flat Rate vs. Guaranteed Pay Debate39:23 Prioritize Addressing Urgent Issues48:11 Auto Repair Estimate Dilemma54:00 Unwanted Vehicle Inspection Alerts01:04:53 Need for Persistent Problem Solvers01:18:40 Entrepreneurial Journey: From Gym to Business01:24:38 Technician Money Management Struggles01:41:41 "Advice for Unfulfilled Tech Workers"01:49:23 Advocating Conversations for Technicians01:56:35 Balancing Work and Family Struggles Follow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232

There's a type of fabric that looks like leather, feels like leather, but isn't leather (or made from any animal materials). For decades, it was called "Pleather" – a combination of the words "plastic" and "leather" – and it was considered cheap, tacky, and artificial.But today, that same material is a $41 billion market.What changed? The name. Now we call Pleather  "Vegan Leather."And that simple reframing transformed not just how people perceive the material, but how they feel when they're wearing it.Join host Jen Clinehens (MS/MBA) to explore the fascinating story of how Pleather became Vegan Leather… How the meaning we attach to a product or experience defines its value…And how you can use this strategy to transform perceptions of your own products and brand.⭐⭐⭐⭐⭐Please take 12 seconds to rate and review the podcast because it helps us find new listeners ⭐⭐⭐⭐⭐COACHING✅ To learn more about working one-on-one with Jen and book your free Connection Call, visit https://www.choicehacking.com/coaching-inviteThis month I have 3 spots available - first come, first serve. FREE RESOURCES✅ Get a free digital copy of my bestselling book for a limited time, Choice Hacking: How to use psychology and behavioral science to create an experience that sings. Get it here: https://www.choicehacking.com/free-book/ ✅ Get FREE weekly marketing psychology insights when you join my newsletter, Choice Hacking Ideas: Join the 10k+ people getting daily insights on how to 2x their marketing effectiveness (so sales and profit 2x, too) using buyer psychology. Join here: https://www.choicehacking.com/read/ ✅ Connect with host Jennifer Clinehens on LinkedIn, Instagram, YouTube, or TikTok @ChoiceHackingWORK WITH JEN CLINEHENS & CHOICE HACKING✅ Training & Workshops: Get your team up-skilled marketing psychology and behavioral science with a workshop or training session. Choice Hacking has worked with brands like Microsoft, T-Mobile, and McDonalds to help their teams apply behavioral science and marketing psychology.Learn more here, and get in touch using the contact form at the bottom of the page: https://www.choicehacking.com/training/✅ Join the Choice Hacking Pro community: Get a Chief Marketing Copilot (powered by psychology) for your business when you join the Pro community. Get live weekly Workshops, Group Coaching and Office Hours.Learn more here: https://choicehacking.academy/pro/✅ Buy my book in Kindle, paperback, or audiobook form: "Choice Hacking: How to use psychology and behavioral science to create an experience that sings": https://choicehacking.com/PodBook/ ★ Support this podcast ★

September is DMV Appreciation Month, a time to recognize the vital role DMV and DDS staff play in saving lives through donor registration. In this episode, Kecia Bivins, Assistant Deputy Commissioner of Operations and Customer Experience at Georgia DDS, shares how her team partners with Donate Life Georgia to raise awareness, engage staff, and turn everyday license transactions into opportunities for hope and healing. Host: Ian Grossman Producer: Claire Jeffrey, Chelsey Hadwin, and Kayle Nguyen  Music: Gibson Arthur

It is no secret that your technology team  (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Information Technology Services (ITS), shares leadership best practices and effective ways to partner with your technology (IT) team for improved customer satisfaction. Learn more at   Book time with Stacy through this

In this episode, Sean and Catherine discuss ways to enhance the client experience in their business, focusing on the initial interaction process, the use of AI tools for productivity, and the importance of follow-up communication. They also share personal anecdotes about their week, including Catherine's cushion crafting project and Sean's insights on AI tools. The conversation transitions into a fun segment of construction trivia, highlighting their knowledge and humor in the industry.

In this episode of the Grow A Small Business Podcast, host Troy Trewin interviews Jordan Berry, founder of Laundromat Resource, who transformed his journey from pastor to entrepreneur in the laundromat industry. Despite early failures, he persevered and now oversees multiple sites generating over $50K in monthly sales with strong 45% margins, netting about $22K profit. Alongside running laundromats, Jordan built a thriving membership model, courses, and a podcast to guide others entering the business. With a team of seven, he focuses on customer experience, community impact, and sustainable growth. His story reflects how resilience, learning from setbacks, and smart scaling can lead to remarkable success in both business and life. Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? Jordan Berry shared that the hardest part of growing a small business has been managing the emotional ups and downs. The highs can be exhilarating, but the lows can be tough, and staying steady without quitting has been his biggest challenge. What's your favorite business book that has helped you the most? Jordan Berry shared that his favorite business book is Buy Back Your Time by Dan Martell. It helped him shift his mindset to focus only on the work he should personally do while delegating the rest. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Jordan Berry shared that he learns a lot from podcasts and online resources like Alex Hormozi, Lewis Howes, and Ed Mylett. He also recommends the Marketing School Podcast by Neil Patel and Eric Siu for quick, practical marketing insights. What tool or resource would you recommend to grow a small business? Jordan Berry shared that one of the most valuable resources for business growth is solid bookkeeping. He recommends tools like QuickBooks or FreshBooks, and ideally working with a CPA, to keep finances clear and under control. What advice would you give yourself on day one of starting out in business? Jordan Berry shared that if he could go back, he would “borrow someone else's 10,000 hours.” Learning from experienced people before starting would have saved him a lot of money, mistakes, and emotional strain. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.     Quotable quotes from our special Grow A Small Business podcast guest: Customer experience is everything; people remember how you made them feel – Jordan Berry Success isn't just about money – it's about creating space to design the life you want – Jordan Berry Borrow someone else's 10,000 hours before you start—it will save you years of pain – Jordan Berry