Podcasts about Customer experience

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  

Summary   In this episode of the Customer Service Revolution podcast, Denise Thompson interviews Dave Murray, VP of consulting for the DiJulius Group. They discuss the critical connection between employee experience and customer experience, the challenges of accidental management, and the importance of a strong recruiting and onboarding process. Dave shares insights from his book, 'The Employee Experience Revolution,' emphasizing the need for organizations to focus on internal culture to drive external success. The conversation also touches on the evolving expectations of employees, particularly regarding work-life balance, and previews upcoming workshops aimed at improving recruitment and onboarding practices.   Takeaways Employee experience directly impacts customer experience. 82% of managers are accidental managers, lacking training. Transforming internal culture can lead to better customer service. Companies must focus on consistent management practices. Recruiting processes should reflect company culture and values. Onboarding is a critical opportunity for engagement. Work-life balance is increasingly important for employees. Organizations need to proactively manage their culture. Effective training for managers is essential for retention. Creating a memorable experience starts from the first contact. Sound Bites "82% of managers are accidental managers." "Two minutes to 12 seconds is a big difference." "We want to be selective in our hiring." Chapters 00:00Introduction to Customer Experience and Employee Engagement 01:58The Need for Employee Experience Revolution 05:01Transforming Customer Experience through Employee Engagement 09:36Attracting and Retaining Top Talent 13:58The Importance of a Positive Recruiting Experience 17:39Creating Growth Opportunities for Employees 22:26The Importance of Structured Training 24:17Creating a Memorable Recruiting Experience 27:06Attracting Candidates: Company Culture and Reputation 31:04Work-Life Balance and Generational Expectations 34:18Enhancing the Onboarding Process 37:35Applying Recruitment Strategies to Educational Institutions   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.

The myths that lead to misguided employee experience initiatives, and how to do employee experience improvements the right way.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.

Mastering Product Drops with Fanfare's Michael Dodsworth. In this episode, we explore how Michael Dodsworth, founder and CEO of Fanfare (www.fanfare.io), helps brands execute flawless product launches, avoiding common pitfalls like website crashes and bot invasions. From viral moments like Stanley's success to handling customer loyalty and the intricacies of fan-driven hype, Michael shares valuable insights into managing successful product drops. He delves into the importance of customer experience in driving loyalty, leveraging influencers, creating scarcity, and building a consistent brand narrative. Tune in to learn how to prepare for and capitalize on high-demand moments, ensuring seamless and engaging customer interactions. Want more? Visit fanfare.io Download the Hype Drop Playbook Connect with Michael Dodsworth on LinkedIn 00:00 Introduction to Viral Product Launches  01:29 The Importance of Customer Experience and Loyalty 04:00 Challenges in Product Launches and Drops 08:52 The Origin Story of Fanfare 17:30 Leveraging Scarcity and Exclusivity 21:41 Influencers and Audience Engagement  24:36 Building a Personal Brand 25:47 Experimentation and Viral Moments 28:19 Infrastructure and Scalability Challenges  36:27 Final Thoughts This is the Brands On Brands Podcast with Brandon Birkmeyer Don't forget to get your own personal branding scorecard at: https://www.brandsonbrands.com/scorecard CONNECT WITH ME Connect with me on social media: https://www.brandsonbrands.com/mylinks READ MY BOOK - FRONT & CENTER LEADERSHIP I launched a new book and author website. Check it out here. https://www.brandonbirkmeyer.com/fcl CHECK OUT MY COURSES Get tactical trainings and access to one-on-one coaching! https://www.brandsonbrands.com/courses SUBSCRIBE TO THE NEWSLETTER Get the latest news and trends on all things personal branding and the creator economy. https://www.brandsonbrands.com/newsletter

AI is evolving so fast that it's hard to keep up—sparking both excitement and anxiety about the future of work. Will AI replace jobs, or will it redefine them?In this episode of [Un]churned, host Josh Schachter, SVP of Atlas at Gainsight, sits down with Jeffrey Bussgang, General Partner & Co-Founder at Flybridge Capital Partners and Senior Lecturer at Harvard Business School, and Teresa Anania, Chief Customer Officer at Sophos, who's been leading from the frontlines of AI-driven customer engagement. Together, they unpack the gap between the theory of AI transformation and the reality of implementation in large organizations. Jeff discusses how leaders can foster an “AI native” culture—one that encourages experimentation while valuing human judgment. Teresa shares a candid look into Sophos' AI journey, addressing the fears, resistance, and cultural shifts that come with change. She also highlights practical strategies to empower teams and enhance customer experiences through thoughtful automation.Whether you're a tech leader, customer success pro, or just AI-curious, this conversation is packed with actionable insights on embracing the future without losing the human touch.Timestamps: 0:00 - Preview0:48 - Meet Jeff & Teresa2:40 - The Impact of AI on Business Innovation5:00 - Fostering an AI-Driven Culture to Elevate Workforce Value16:10 - How AI Enables Rapid Prototyping19:40 - Balancing Human and AI Workflows21:50 - Quality Assurance and Customer Experience at Scale27:50 - Internal “Agent Assist” Solutions35:07 - Dynamics in Adopting AI Solutions______________________

Hey CX Nation,In this week's episode of The CXChronicles Podcast #264, we welcomed Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks based in San Mateo, CA. Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences. Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective and organizations more productive.Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.In this episode, Mika and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Freshworks think through on a daily basis to build world class customer experiences.**Episode #264 Highlight Reel:**1. The power of reflection & attention to the customer journey you're building 2. Enhancing customer experience through employee engagement  3. Building your playbook on tech-stack efficiency and utilization 4. Breaking down silos to build world-class customer & employee experiences 5. Investing in "Voice of Customer" (VOC) & "Voice of Employee" (VOE) Click here to learn more about Mika YamamotoClick here to learn more about FreshworksHuge thanks to Mika for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.For our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of the "CX Nation". You know what would be even better?Go tell one of 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 nearly 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's best CX-driven companies? We recently 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!!

Jonathan Tisch, Executive Chairman of Loews Hotels, reflects on 45 years in hospitality and what he learned leading the company in this conversation with Emily Goldfischer, founder and editor-in-chief of hertelier. Tisch shares how he redefined the guest experience, why team members create loyalty, and the culture shifts that helped Loews Hotels stand out.Also see on hertelier: Mr. August: Jonathan Tisch — The Original AllySee Jon's book, Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

What happens when a fast-growing company completely rethinks how it delivers customer experience — from the inside out? Lacey Peace sits down with Phil Parbury, Service Manager at TOMRA Collection Australia, to unpack one of the most seamless and high-impact digital transformations we've seen in CX ops.Phil takes us behind the scenes of a tech overhaul that reduced dozens of disconnected systems to one integrated solution, boosted technician response time by 26%, and achieved a first-time fix rate of over 99% — all while keeping humans at the center of an AI-assisted workforce.Whether you're leading a digital transformation, scaling CX operations, or just nerding out over smart logistics, this episode is packed with actionable insights — and yes, it features a very charming Aussie accent.

On this episode, we explore strategies that transform customer experience into a revenue engine — and how to communicate CX wins with language that resonates with C-suite executives.As customer expectations increase and budgets tighten, organizations are looking for ways to quantify the value of their CX initiatives. Our expert guests share proven methods for connecting CX initiatives directly to revenue growth, backed by real-world success stories and actionable insights.Listen for the compelling insights of Cami Ferreira, global business strategist and CX speaker, and Richard Bledsoe, vice president of customer experience innovation at TELUS Digital.Visit our website to learn more about TELUS Digital.

Send us a textIn this episode of Navigating the Customer Experience, we are joined by Peter Ryan, President and Founder of Ryan Strategic Advisory, is recognized globally as one of the foremost experts in customer experience (CX) and business process outsourcing (BPO). For over two decades, Peter has advised CX outsourcers, enterprises, governments, and associations on strategic issues like technology deployment, offshore positioning, and service delivery. He is also the publisher of the annual CX Technology and Global Services Survey, considered the most comprehensive look into the minds of enterprise CX leaders across North America, Europe, and Asia Pacific.Peter's journey into CX began in London more than 20 years ago at Data Monitor, a market analysis firm. Though unfamiliar with CRM at the time, his curiosity and willingness to learn launched a career that has since evolved into running his own advisory business for nearly a decade. Today, he is a trusted voice in the industry, helping organizations align technology, outsourcing, and strategy to elevate customer experience.A highlight of Peter's work is his CX Technology and Global Services Survey. Now in its 8th year, the study benchmarks enterprise priorities, investment areas, and challenges. The 2025 survey, with over 800 decision-makers, revealed three major themes:Data security, compliance, and regulation remain top concerns, with leaders prioritizing fraud prevention, cybersecurity, and privacy compliance.BPO partnerships continue to grow, proving outsourcing is now integral to CX delivery.AI fatigue is rising. While organizations remain interested, fewer leaders expect demand for AI tools to increase, instead seeking real, proven use cases.Peter also co-founded the CX Outsourcers Conference with Tracy Freeman and Mark Angus. Since 2018, it has become a global gathering of CX and outsourcing leaders, offering unfiltered dialogue and cross-industry perspectives. After stops in Las Vegas, Atlanta, and Munich, the next conference will take place in Ottawa in 2026—their first outside the U.S.Looking ahead to 2026 and beyond, Peter identifies two priorities for CX leaders:Fix declining service levels. Consumer satisfaction is hitting historic lows, with indexes in the U.S. and U.K. “plumbing new depths.” Leaders must ask why customers feel underserved and address the gaps.Fight for CX investment. Leaders must secure budgets to evolve people, processes, and technology. Relying on outdated methods won't work—organizations need continual recalibration to retain customers cost-effectively.Beyond strategy, Peter shares his personal inspirations. Two books shaped his outlook: What Does This Button Do? by Bruce Dickinson, which illustrates the power of lifelong learning and reinvention, and The Hawke Memoirs by Australian Prime Minister Bob Hawke, highlighting resilience and decisive leadership.For daily productivity, Peter relies on WhatsApp, which has become his go-to professional communication tool, far more effective than overloaded email inboxes.Currently, Peter is most excited about growing the CX Outsourcers community, creating safe spaces for executives to collaborate, share best practices, and elevate the industry without the pressure of sales.When it comes to adversity, Peter lives by the philosophy that “things can only get better” and emphasizes personal responsibility: while external factors may be uncontrollable, we remain masters of our own destiny.This episode offers a rich perspective on CX strategy, outsourcing trends, and the leadership mindset required for the years ahead.Recommended Books:What Does Th

AT&T serves more than 100M customers with the support of 140,000 employees. Keeping customer centricity alive at that scale takes real focus. On this week's Modern Customer Podcast, Jenifer Robertson, EVP & GM of AT&T Mass Markets and Mobility, joins the show. Jenifer was AT&T's first Chief Customer Officer, launching its customer-centric transformation, and she's been a champion for the customer voice ever since. Here's how AT&T is putting the customer at the center at massive scale: ✅ Personalization at scale — AT&T drills down from markets to households so every customer feels seen and heard. ✅ AI in action — improving customer satisfaction, first-call resolution, and containment, while virtual experts begin to support retail. ✅ Omnichannel without friction — creating a single view of the customer across digital, app, retail, and call centers. ✅ Trust as the foundation — with The AT&T Guarantee, the first in the industry to cover both fiber and wireless. Her perspective is clear: great customer experience doesn't cost more—it costs less.

It's not just a show, it's a lifeline for how to unscary a seemingly daunting career journey – no matter where you're at in your IT or security hustle.From super-talented IT cartoonist and influencer marketing service agency co-owner, Forrest Brazeal, and gifted Automox VP of Customer Experience, Charles Coaxum, to the sagely verbose CISO and VP of Product at Automox, Jason Kikta, and Gong's inspirational Director of IT, James Sennett – our handpicked line-up of industry trailblazers won't just talk about how to advance. Instead, they'll walk you through real-life strategies to help you climb the career ladder and stay on the top rung once you get there.This show was broadcast live Wednesday, October 30, 2024 at 12 PM Central Time. 

The online business landscape is shifting fast, and what worked a few years ago no longer guarantees results. In this episode, we dive into the realities of growing your coaching or practitioner business in 2025, from declining Instagram reach to increasing economic pressures and rising ad costs. With consumers becoming more aware of marketing tactics, standing out requires a smarter, more strategic approach.We'll explore why human-specific targeting outperforms generic problem-focused marketing and how developing a clear, 3-7 step signature methodology can set your program apart. You'll learn why premium pricing is crucial—even when serving a smaller audience—and how simple revenue math shows that a handful of the right clients can help you hit your income goals.We'll also cover the importance of beta launches, pre-selling, and live delivery to validate your offers before investing in full program development. And since organic reach is on the decline, we'll talk about when and how to leverage paid ads and your email list for sustainable growth.Whether you're just starting out or ready to scale, this episode breaks down the numbers, strategies, and mindset shifts you need to build a thriving business in today's competitive market.In this episode we cover:Current Online Business Market Shifts(01:14)The Five Non-Negotiables for Success (06:31)Taking a look at performance metrics (20:17)Resources mentioned: Create + Launch Your Signature Program Challenge: https://kendraperry.net/challenge Watch this episode on YouTube here: https://youtu.be/fo0sKWAXNycLeave the podcast a 5-star review: https://ratethispodcast.com/wealthy

Many companies claim to put customers first. Yet when teams and technology don't work together, customers get bounced between departments, forced to repeat themselves, and often leave without answers. The result: frustration, lost trust, and profitable customers choosing competitors. In this episode of Doing CX Right, Stacy Sherman and Bill Staikos break down customer journey orchestration—what it is, why it matters, and how it helps organizations keep the customers who drive sustainable growth. They pinpoint where breakdowns happen and share practical strategies to prevent them. Together, they stress that orchestrating journeys is more than mapping touchpoints. It means bringing teams, systems, and workflows into sync so every interaction feels consistent, helpful, and meaningful. They explain why looking only at single touchpoints or metrics misses the bigger picture. And they argue that escalations are not isolated complaints but red flags pointing to deeper systemic issues. Listeners will learn concrete strategies to: Give frontline teams the tools and authority to solve problems quickly. Break down internal silos that slow response times. Use systems, data, and processes together to create seamless experiences. Spot patterns in customer complaints that reveal deeper organizational gaps. Discover how focusing on the entire enables your organization to deliver experiences that make an impact and drive measurable results. Learn more at   Book time with Stacy through this    

In this episode, we explore why the post-purchase journey is the key to customer loyalty and repeat sales. From proactive updates to AI-powered personalization and smarter returns, you'll learn simple ways to boost retention and create a wow experience after checkout.Prashant Gupta, Co-Founder and CTO of ClickPost, shares how brands can turn order tracking and delivery into a revenue driver. Topics discussed in this episode:  Why brands lose money by ignoring post-purchase. How the journey after checkout drives loyalty. What to do right after an order to reduce errors. How proactive updates cut support tickets. Why personalized tracking builds trust. How AI voice agents confirm and inform customers. What brands gain from ClickPost integrations. How AI stays on-brand with tone and persona. Why multilingual AI makes global growth easy. How personalized returns boost retention. Links & Resources Website: https://www.clickpost.ai/en-usShopify App Store: https://apps.shopify.com/partners/clickpostLinkedIn: https://www.linkedin.com/in/prashant-gupta-clickpost/Get access to more free resources by visiting the show notes athttps://tinyurl.com/5n8csmvwSupport the showMORE RESOURCES Get Free Updates: https://newsletter.ecommercecoffeebreak.com/ Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts Partner with us - https://ecommercecoffeebreak.com/podcast-sponsorship/ Follow the podcast to get every bonus episode. Tap follow now and don't miss out!

Welcome to Paisa Vaisa In this incredibly insightful episode, we sit down with a true titan of the Indian retail sector, BS Nagesh, the founding employee (not founder, as he humbly corrects) of the iconic Shoppers Stop. From being the first employee in 1991, even before the economic reforms came in, Mr. Nagesh takes us on a fascinating journey of how he helped shape how India shops. He shares the incredible story of launching the first Shoppers Stop in just 90 days before Diwali from a converted theater in Mumbai. Learn about the crucial early focus on experience with self-service and the challenges of convincing both customers and suppliers. Discover how the Indian consumer has evolved, the aspirations behind their choices, and the surprising lessons learned during the expansion across metro tier two three cities like Bangalore, Hyderabad, and Jaipur. Mr. Nagesh also delves into the impact of e-commerce, revealing that Shoppers Stop was one of the first ecom companies in India. He shares his perspective on the future of omni channel retail, the role of shopping malls, and the crucial metrics for evaluating retail companies, emphasizing cash flow and margin per square foot. Beyond his legendary role at Shoppers Stop after 34 years, Mr. Nagesh passionately discusses his current venture, TRAIN (Trust for Retailers and Retail Associates of India), and his mission to give back by empowering retail associates and persons with disabilities. This is a must-listen episode packed with invaluable business wisdom, personal anecdotes, and a deep understanding of the Indian market.See omnystudio.com/listener for privacy information.

We deep dive into the interplay between artificial intelligence (AI) and human interaction in B2B sales environments. Our discussion traversed through the significance of forward-thinking, the essence of understanding customer needs, and the pivotal role of differentiation in today's competitive market. We unravel the nuances of fostering meaningful connections in the B2B landscape, and explore actionable takeaways to enhance your customer engagement and boost sales growth. The episode sheds light on the indispensable human element that drives authentic customer experiences and ultimately, business success. About Jim Rembach Jim Rembach is a seasoned expert in the realms of B2B Sales Strategies and Customer Experience, bringing a wealth of knowledge and a human-centric approach to the table. With a strong emphasis on building meaningful connections in the business sphere, Jim challenges conventional methods by advocating for a deeper understanding and engagement with customers. His perspective, rooted in the belief that genuine human interactions are a cornerstone for success in the B2B landscape, provides a fresh and much-needed take on how businesses can navigate the complex waters of sales and customer satisfaction. Through his insightful narratives, Jim encapsulates the essence of creating value not just for businesses but for the customers they serve, shedding light on the path towards sustainable growth and meaningful business relationships. Resources Call Center Coach: https://callcentercoach.com/ https://callcentercoach.com/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

In this episode, we unpack the story of Val Berechet, founder and CEO of Sun Solar Solutions, one of the fastest-growing solar installation companies in the U.S. From his early days in Romania to becoming a customer-turned-entrepreneur in the solar industry, Val shares how a bad installation experience sparked his mission to build a company rooted in quality, transparency, and customer trust. In this conversation, the discussion explores entrepreneurship, the solar market's future, and the mindset required to scale a business without sacrificing integrity. Val opens up about building a company culture based on accountability, navigating industry challenges, and why long-term thinking beats chasing short-term gains. Perfect for entrepreneurs, operators, and anyone curious about renewable energy, leadership, and what it takes to build a sustainable business in a fast-changing market. Chapter Markers: 00:00 – Introduction to Val Berechet & Sun Solar Solutions 00:38 – From Romania to America: How Childhood Shapes Perspective 02:22 – Early Businesses & Starting in Entrepreneurship 03:16 – A Nightmare Solar Experience That Sparked a Company 05:11 – Customer Experience as the Core Mission 07:19 – Lessons from Scaling Sales & Install Teams 09:04 – Why Cutting Corners Kills Long-Term Growth 12:13 – Proactivity vs. Reactivity in Business 15:13 – Guiding Principles: The Golden Rule in Business 17:02 – What It Takes to Be a Good Operator in 2025 20:04 – Risk vs. Consistency: Business Lessons from Investing 22:17 – Due Diligence & Setting Honest Expectations 26:50 – Recruiting, Partnerships, and Building Culture 27:09 – The Immigrant Mindset & Opportunity in America 30:13 – The Future of Solar & Energy Demands 33:38 – Market Shifts, Tax Credits, and Long-Term Stability 35:06 – Fear vs. Opportunity: Thriving in Uncertain Times 36:15 – Balancing Business with Travel & Lifestyle 39:24 – Money as a Tool for Experiences & Future Goals 42:03 – Scaling Through Leadership & Empowering Teams 44:12 – Growth vs. Quality: Choosing Sustainable Scale Connect with Val Berechet & Sun Solar Solutions: Sun Solar Solutions: https://sunsolarsolutions.com Instagram: https://www.instagram.com/valberechet/?hl=en   Subscribe, leave a review, and share this episode with someone looking to grow with integrity in business and leadership. What lesson will you take into your own journey? #Entrepreneurship #SolarEnergy #Leadership #BusinessGrowth #Mindset #Sustainability #ScalingBusiness #IntegrityInBusiness #WealthBuilding #LongTermSuccess #StevenCohen #MillennialMillionaire

This week, I sat down with my mentee, Mackenzie Lukas, to talk about what it really means to put people first in customer experience.

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the importance of creating an above and beyond culture in customer service. They explore how empowering employees, defining what above and beyond means, and overcoming fears can lead to exceptional customer experiences. The conversation also covers various types of above and beyond opportunities, the significance of anticipatory service, and the role of storytelling in fostering a culture of excellence. The episode concludes with insights on celebrating above and beyond stories to inspire and motivate employees.   Takeaways Creating an above and beyond culture benefits both customers and employees. Above and beyond is defined as doing something unexpected for customers or coworkers. Empowering employees is crucial for fostering a culture of service excellence. Fear of repercussions can prevent employees from going above and beyond. Storytelling can inspire employees to recognize and act on service opportunities. Anticipatory service involves identifying customer needs before they arise. Service recovery can enhance customer loyalty when handled well. Celebrating above and beyond stories motivates employees to strive for excellence. Leaders must model the behavior they want to see in their employees. A culture of service excellence requires ongoing training and recognition.   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 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.

How Pennant Moldings Uses AI and Traditional B2B MarketingB2B Marketing Excellence & AI Podcast with Donna PetersonIndustrial marketing isn't like selling shoes or software. It takes time, trust, and a strong understanding of how real relationships drive long-term results.In this episode, I sit down with Brian Contini, VP of Sales and Marketing at Pennant Moldings, to hear what's actually working for their team right now. We talk about how they're combining traditional methods—like trade shows and in-person visits—with smart use of AI to support research, improve outreach, and build stronger customer connections.Whether you're in metals, plastics, or any industrial space, this episode is full of practical takeaways you can use right away.Top 5 Topics We Cover:Why traditional marketing still works—and when to use itHow Pennant is using AI to streamline sales researchWhat's working in email marketing todayThe importance of knowing your audience in technical industriesHow to maintain trust while integrating new tools like AIWhat You Can Do Today:Revisit your email outreach—are you focusing on the recipient's challenge first?Identify one traditional tactic (like trade shows or phone calls) that deserves renewed attention.Choose one AI tool that could save you time with research or outreach—start testing it in a small way.Talk to your sales team: Where do they feel AI supports their efforts—and where does it get in the way?Let's keep the conversation going:How are you helping your industrial brand stand out and build stronger relationships?Leave a comment, send me a message, or reach out at dpeterson@worldinnovators.com. I'd love to hear what's working for you.If this episode helped you in any way, consider leaving a quick review. It helps us continue sharing real strategies that support industrial brands doing meaningful work.

In This Episode Delivering excellent customer experiences often looks simple from the outside—but the reality is far more complex. In this episode of Systems Simplified, host Adi Klevit welcomes back Ty Givens to discuss how systems, processes, and training reshape the world of customer support. Ty introduces her LOOP methodology (Learn, Observe, Own, Prove), designed to help leaders absorb knowledge in plain language, see real-world examples, apply concepts directly to their environment, and leave with actionable playbooks. This approach eliminates imposter syndrome and enables managers to lead confidently with practical, usable systems. Adi and Ty also explore the role of data and metrics in shaping customer success. From CSAT and NPS to cost per contact, Ty explains how businesses can build meaningful dashboards that tell a story about their customer experience. The discussion closes with an in-depth look at AI: its opportunities, its risks, and why clearly documented processes are essential before implementation.  

In this episode of Builders Wanted, we're joined by Sandeep Seth, Chief Growth Officer and President of Tapestry. Sandeep shares his mission to future-proof growth by transforming Tapestry into a brand growth engine. He explores the importance of consumer focus, continuous learning, and creating seamless experiences both online and offline.-------------------Key Takeaways:Strategies to future-proof growth by focusing on consumer insightsHow to balance authenticity and innovation for younger generationsThe seamless integration of physical and digital experiences-------------------“ The magic doesn't come from what [consumers] tell us. The magic comes from what they don't tell us. And how do you sense that tension that's kind of going on there? It's not easy, but a true insight is that unexpressed emotion or that unexpressed need and how the brand, in an authentic way, can fulfill that.” – Sandeep Seth-------------------Episode Timestamps:‍*(01:57) - Sandeep's mission at Tapestry‍*(03:29 - Sandeep's approach to growth and brand relevance‍*(12:02) - An exciting shift in consumer behavior‍*(21:09) - Gen Z, digital vs. physical, and evolving consumer behavior‍*(28:29) - Balancing near-term performance with long-term brand equity‍*(37:39) - Quick hits-------------------Links:Connect with Sandeep on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorBuilders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what's next? Learn more at twilio.com.

Send us a textReady to inject some punk spirit into your customer experience? In this episode of the Customer Success Playbook, Adrian Swinscoe joins Roman Trebon to explore the delicate art of reducing friction without losing that vital human touch. From the bustling cultural tapestry of Edinburgh's Fringe Festival to personal tales of rock climbing and postponed trips to Japan, Adrian sets the stage with personality before diving into why not all friction is bad. He reveals why some “effortful” moments between a brand and its customers actually build loyalty, and how removing them in the name of efficiency can backfire spectacularly. If you're looking to refine your customer journey without sterilizing it, this episode serves up the perfect balance of practical wisdom and a punk attitude.In a world obsessed with streamlining every process, this episode is a refreshing reminder that operational efficiency is not always the hero of customer success. Adrian Swinscoe brings a nuanced perspective: friction isn't the bogeyman it's often made out to be. By distinguishing between “good friction” — those meaningful touchpoints that enrich customer relationships — and “bad friction” that truly hinders progress, organizations can avoid the pitfall of a too-easy, yet emotionally barren, experience. His example of a company that saw sign-ups soar but retention dive thanks to over-simplification is a cautionary tale for businesses tempted to sanitize their customer journey too aggressively.The actionable takeaway? Approach your customer journey analysis with deliberate care and use data combined with direct customer feedback to fine-tune that balance. This means digging deep into customer stories and operational metrics to identify where technology should speed things up and where human moments need to be preserved or even amplified. Adrian's advice serves as a critical chapter in your customer success playbook, fueling smarter decisions that respect both business goals and the emotional dynamics that bind customers to your brand.Bonus: His reflections on rock climbing as a meditative, focus-driven hobby provide a clever metaphor for the customer success journey itself—it's about balance, precision, and the right amount of challenge.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

"Highlighting the most interesting, entertaining, and impactful moments." Have you been feverishly refreshing your podcatcher in anticipation of the return of Reality Escape Pod? Don't worry, Season 10 of the podcast will be here in the very near future. To pass the time, have a listen to some memorable clips our editor Steve Ewing selected from each episode of Season 9. It's perfect for new listeners of the podcast or fans who want to relive their favorite moments.   Full Show Notes   Episode Sponsors Thank you to our sponsors: Weldwood Marketing, Buzzshot, COGS by Clockwork Dog, and Patreon supporters like you.    Weldwood Marketing Maximize your online presence with Weldwood Marketing. It's a one-stop shop for digital marketing—specializing in web design, SEO, online ads, and best business practices. They can even manage all your integrations so you can track the customer journey from clicking on an ad to booking your game. Let Weldwood help unlock more money for your business. Special offer exclusively for REPOD listeners: Weldwood rarely offers discounts, but they did for us. REPOD listeners get 15% off Marketing Services for the first 3 months, PLUS $750 off escape room websites. Schedule your Discovery Call and mention REPOD in the notes! Visit weldwoodmarketing.com/repod to learn more about this exclusive offer.   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

Send us a textIn this episode of Navigating the Customer Experience, we are joined John McCahan who is a Customer Experience and Service Executive Leader who has transformed CX across industries including automotive, banking, logistics, manufacturing, retail, and most recently at FTD, where he led its post-bankruptcy customer experience transformation. Currently a Board Member of FullCircle and Advisory Board Member for Execs in the Know, John's career spans leadership roles at Avon, Milacron, Fifth Third Bank, Target, and Equifax, as well as eight years of service as a U.S. Army Captain. He was recently named one of the “100 Leaders Transforming Customer Experience.”In this conversation, John shares how his journey into CX began unexpectedly after his military career, when he was asked to lead an underperforming contact center. He discovered his passion for helping people help others and driving organizations to improve execution in service delivery. He emphasizes that customer issues often stem not from frontline staff but from organizational execution failures.Top Competencies for Exceptional Service Delivery John identifies three critical behaviors that cut across all industries:Meet customers where they want to be met—via phone, chat, AI, or digital channels, adapting to customer preferences across demographics and cultures.Leverage frontline insights—agents hear customer issues daily and provide the most accurate view of recurring problems. Fixing root causes reduces unnecessary contacts and strengthens customer trust.Embed CX into company culture—true transformation happens when CX is embraced across the entire organization, not just by service teams.Convincing Leadership of CX Value John shares strategies for professionals struggling to gain executive buy-in: (1) identify and track metrics that matter, (2) ensure CX leaders have a voice where decisions are made, and (3) live customer centricity through action. He highlights loyalty and lifetime value (LTV) as vital measures, citing FTD's success in more than doubling its LTV by shifting from transactional interactions to long-term relationships. He also stresses patience—cultural change takes years, not months, to take hold.Vendor and Partner Alignment John's credo, “Find vendors and partners that fit your business,” underscores his belief that success requires alignment in vision, culture, and technology. He shares examples where misaligned outsourcing relationships caused friction, while true partnerships created collaboration, transparency, and innovation. He draws on military principles such as “Fail fast, fail early, fail small” and occasionally “Ask forgiveness, not permission” to illustrate how decisive leadership can accelerate progress.AI and the Future of CX For John, AI is not about replacing people but enhancing effectiveness. He uses Microsoft Copilot daily and is especially excited about the potential of Agentic AI—intelligent systems that anticipate and personalize experiences. He imagines applications like concerts or restaurants where AI tailors interactions to individual preferences, turning ordinary transactions into memorable moments.Books and Inspirations Two books deeply influenced his leadership: Who Moved My Cheese? by Spencer Johnson, which taught him to embrace change, and Would You Do That to Your Mother? by Jeanne Bliss, which reinforced empathetic, customer-first leadership. He illustrates this philosophy with a powerful story of a loyal 91-year-old customer sending monthly flowers to his wife, showing how empowered, compassionate agents can turn service failures into loyalty-building experiences.Listeners can connect with John on LinkedIn. Follow

On this episode of the Customers First podcast, I'm joined by Jamaul Ford, a second-generation entrepreneur who embodies the essence of empathy and community-driven business practices. Our discussion dives deep into his entrepreneurial journey, where he shares insights garnered from a diverse range of experiences in B2B collaborations, emphasizing the power of genuine connection in business. As we explore the importance of understanding market needs, Jamaul stresses the significance of integrating microeconomic principles into business strategies. He advocates for conducting thorough research, utilizing surveys, and crafting minimal viable products (MVPs) to test market interest before launching. By focusing on what potential customers truly want, rather than assumptions, entrepreneurs can better position their products and services for success. Jamaul intriguingly introduces the concept of transforming waiting lists into "wealthy lists," explaining how maintaining communication with interested prospects can ensure a steady cash flow and engaged clientele. We also discuss the vital aspect of geographical dominance in business. Jamaul illustrates the importance of local relevance and how businesses must optimize their presence within their communities to attract and retain customers. Citing the way local referrals can significantly impact customer perception, he underscores the role of building rapport and relationships as a foundational marketing strategy. As the dialogue progresses, Jamaul shares his vision of the future business landscape, highlighting the dual trends shaping entrepreneurship today: the shift towards productized services and the rising significance of generative engine optimization (GEO). He explains how businesses must adapt to an evolving digital landscape, especially with the growing preference for AI-driven solutions, and stresses the urgency for smaller businesses to embrace these changes or risk being left behind. Throughout the episode, listeners are encouraged to focus on authentic relationships and the power of community in crafting extraordinary customer experiences.   Jamaul's Contact Information: Website: https://brandmaven.org Social Media: @jamaulford   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

A growing number of AI startups and tech companies are adopting a grueling 9 a.m. to 9 p.m. six-day work schedule and calling it the new formula for winning. But what does this mean for the employees expected to sustain that pace and for the customers who depend on their service quality, empathy, and problem-solving? In this episode, Stacy Sherman examines the facts behind this extreme approach, shares her expert view from a customer experience perspective, and explains why chasing short-term gains at the expense of employee well-being ultimately damages customer experience. You will hear what leaders can do right now to keep teams energized, engaged, and consistently delivering fast, accurate, and caring customer interactions. Her insights will challenge how you think about productivity and leave you with actions to preserve employee well-being while ensuring customers receive the level of service that drives loyalty and long-term revenue. Listen now to get ahead of a change that could define the future of your workplace. Learn more at   Book time with Stacy through this  

In this episode of The CX Tipping Point, Martha Dorris sits down with Avery Muse, former Executive Director for IT Operations at the Department of Health and Human Services (HHS), to explore how he brought customer experience (CX) and employee experience (EX) together as a “Total Experience” at HHS.With a career spanning defense, law enforcement, and health, Avery shares unique insights on service transformation in government. The conversation dives into his implementation of fusion teams, experience-level agreements, and a unified support portal, as well as efforts to modernize physical support locations and integrate omni-channel technology.Martha and Avery also discuss the critical role of leadership buy-in, the link between employee engagement and service delivery, and best practices for measuring both operational and experience metrics.Check out Avery's recent NextGov Op-Ed on Total Experience, and connect with him at info@themusegroup.net or visit themusegroup.net.Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form

In this episode, we dive into why ecommerce brands should focus on experimentation over chasing traffic. Sergiu Cazac, founder of personizely.net, shares how mapping the customer journey, testing smarter, and learning from failed experiments can unlock higher conversions. He explains what makes A/B testing tools easy to use, why timing matters, and how personalization connects with testing to drive real growth.Topics discussed in this episode:  Why chasing more traffic can hurt conversions. How understanding customer journeys improves sales. What funnel mapping reveals about hidden leaks. Why hypothesis-driven testing beats guessing. How failed experiments create valuable learnings. What makes A/B testing tools simple and effective. Why timing tests year-round uncovers better insights. How personalization and experimentation connect. What successful brands learn from losing tests. Why smooth onboarding helps brands scale faster. Links & Resources Website: https://www.personizely.net/Shopify App Store: https://apps.shopify.com/personizelyLinkedIn: https://www.linkedin.com/in/sergiucazac/X/Twitter: https://x.com/sergiukazakGet access to more free resources by visiting the show notes athttps://tinyurl.com/n44teswaSupport the showMORE RESOURCES Get Free Updates: https://newsletter.ecommercecoffeebreak.com/ Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts Partner with us - https://ecommercecoffeebreak.com/podcast-sponsorship/ Follow the podcast to get every bonus episode. Tap follow now and don't miss out!

Hear how PagerDuty and Zoom built successful AI products using Amazon Q-Index to solve real customer problems like incident response and meeting intelligence, while sharing practical lessons from their early adoption journey.Topics Include:David Gordon introduces AWS Q-Business partnerships with PagerDuty and ZoomMeet Everaldo Aguiar: PagerDuty's Applied AI leader with academia and enterprise backgroundPaul Magnaghi from Zoom brings AI platform scaling experience from SeattleQ-Business launched over a year ago as managed generative AI servicePlatform enables agentic experiences: content discovery, analysis, and process automationBuilt on AWS Bedrock with enterprise guardrails and data source integrationPartners wanted backend capabilities but preferred their own UI and modelsQ-Index provides vector database functionality for ISV partner integrationsEveraldo explains PagerDuty's evolution from traditional ML to generative AI solutionsHistorical challenges: alert fatigue, noise reduction using machine learning approachesNew gen AI opportunities: incident context, relevant data surfacing, automated postmortemsEngineering teams faced learning curve with agents and high-latency user experiencesPaul discusses Zoom's existing AI: virtual backgrounds and voice isolation technologyAI Companion strategy focused on simplicity during complex generative AI adoptionProblem identified: valuable meeting conversations disappear after Zoom calls endCustomer feedback revealed need for enterprise data integration beyond basic summariesGoal: combine unstructured conversations with structured enterprise data seamlesslyPagerDuty Advanced provides agentic AI for on-call engineers during incidentsQ-Index integration accesses internal documentation: Confluence pages, runbooks, proceduresDemo shows Slack integration pulling relevant incident response documentation automaticallyAccess control lists ensure users see only data they're authorized to accessZoom's AI companion panel enables real-time meeting questions and summariesExample use cases: decision tracking, incident analysis, action item identificationAdvice for starting: standardize practices and create internal development templatesSingle data access point reduces legal and security evaluation overheadCenter of excellence approach helps teams move quickly across product divisionsCut through generative AI buzzwords to focus on real user valueFederated AWS Bedrock architecture provides model choice and flexibility meeting customersCustomer trust alignment between Zoom conversations and AWS data handlingGetting started: PagerDuty Advance available now, Zoom AI free with paid add-onsParticipants:Everaldo Aguiar – Senior Engineering Manager, Applied AI, PagerDutyPaul Magnaghi – Head of AI & ISV Go To Market, ZoomDavid Gordon - Global Business Development, Amazon Q for Business. Amazon Web ServicesFurther Links:PagerDuty Website, LinkedIn & AWS MarketplaceZoom Website, LinkedIn & AWS MarketplaceSee how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon.com/isv/

The game has changed. For over a decade, marketers mastered the art of climbing Google's rankings. But with the rise of AI Overviews and conversational search, the classic "10 blue links" are fading. We're in a new era where answers are synthesized and clicks are no longer the primary goal.How can brands survive ...and thrive... in this new landscape? Host Nick Brunker welcomes back VML's Chief Discoverability Officer, Heather Physioc, who is on the front lines guiding global brands through this evolution.In this episode, you'll learn:The End of an Era: What Google's AI Overviews and AI Mode mean for the future of search.The "Zero-Click" Threat: Why website traffic is declining and how to adapt your measurement strategy when clicks and rankings are no longer the key metrics.Becoming the Source: Practical steps to build authority and create content that AI engines will trust and cite.The Marketer's Playbook: A three-part plan for what to do immediately, what to test in the near term, and the strategic pivots to plan for long-term success in the age of AI.

Welcome to the lenders playbook podcast, episode 87! I am your host Matt Rosen, and we are your go to podcast for private lending, real estate and entrepreneurship.Today we're taking a deep dive into the evolving world of valuations and appraisals with Service 1st, a company that's redefining how private lenders and investors approach the appraisal process. My guest is Pete Gianfransesco who plays a pivotal role in guiding the company's mission and innovation as the Senior VP of Appraisals.We'll talk about what Service 1st does, who they serve, how their technology is streamlining the process, what sets them apart from other AMCs, and how they're tackling some of the biggest challenges in today's appraisal market. We'll also cover what private lenders should look for in a great AMC partner, the trends shaping the future of valuations over the next couple of years, and Pete's personal insights on leadership,If you want a clear picture of where the appraisal industry is headed — and how to make sure you're working with the right partner — this episode is for you.

This episode is brought to you by Commerce.Resale has officially moved from the margins to the mainstream. As economic pressures push consumers to seek value and sustainability gains steam, resale marketplaces like ThredUp are poised for massive growth.In this episode of Retail Remix, host Nicole Silberstein sits down with Alon Rotem, Chief Strategy Officer at ThredUp, to discuss the company's impressive recent growth and what it says about the broader retail landscape. They dive into:Why economic headwinds like tariffs and the removal of de minimis have been tailwinds for resale;How ThredUp has finally been able to achieve profitability in the U.S. and what it plans to do with that capital;Why AI advancements are poised to "disproportionately benefit” secondhand retail;Details of the company's forthcoming peer-to-peer offering;PLUS what everyone gets wrong about lawyers. Whether you're a retail exec or a resale-curious consumer, this episode breaks down why the resale model is no longer a trend — it's the future.RELATED LINKSCheck out what ThredUp is up toRelated reading: ThredUp Makes Resale Technology Free for All, Plans New Peer-to-Peer OfferingRelated reading: Tariffs, AI, Social Trends Create ‘Powerful New Pathways' for ResaleRelated reading: ThredUp Nixes Rewards Points as Struggle to ‘Improve Unit Economics' ContinuesExplore more 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.

In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcast's evolution. Hosts Colin Shaw and Professor Ryan Hamilton introduce two new expert contributors — Dr. Morgan Ward, a consumer psychologist, and Ben Shaw, a brand strategist — to bring fresh perspectives on customer behavior, brand experience, and the future of CX. Together, the four hosts discuss the state of customer experience today, particularly in light of the stagnant growth in the American Customer Satisfaction Index over the past three decades. They debate metrics versus meaning, the enduring value of physical retail, and the coming wave of non-visual AI-driven brand interactions. The episode sets the stage for a broader, more dynamic take on what it means to truly understand and serve customers in the modern age. Quote of the Episode "We're using metrics that are more relevant to the business than to the person actually experiencing the brand." — Dr. Morgan Ward Key Takeaways Customer satisfaction has plateaued: The American Customer Satisfaction Index has barely moved in 30 years, despite huge investments in CX. This calls into question the effectiveness of current CX strategies. ROI needs to be central: CX professionals must link experience improvements directly to financial returns if they want continued investment. Metrics can be misleading: Overly relying on simplified metrics like NPS can lead organizations astray, especially when they're gamed or don't reflect real consumer emotions. Retail is making a comeback: Resurgence in physical retail's emotional power especially among younger consumers who crave tactile experiences. The future is voice-first: How AI-driven, non-visual brand experiences will redefine customer interaction demanding new forms of design thinking. Dual focus is key: Brands must balance operational improvements today with strategic planning for a fast-approaching future filled with disruptive technologies. Resources Mentioned American Customer Satisfaction Index (ACSI): www.acsi.org — Independent benchmark of customer satisfaction in the U.S. since 1994. About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025  Follow Ryan on LinkedIn. Ben Shaw Ben Shaw is Chief Strategy Officer at MullenLowe UK, having also led strategy at BBH and worked client-side with fast-growth start-ups Wheely and Unmind. He's passionate about how brands can challenge culture convention and create ideas people want to spend time with, working on brands like Audi, Google and Burger King.  Beyond advertising, Ben champions mental health awareness and rare disease research, drawing on both personal experience and professional curiosity. Follow Ben Shaw Morgan Ward Morgan Ward, Ph.D. is a marketing scholar and former professor at Emory University and Southern Methodist University, with over two decades of expertise in consumer behavior and branding. She's worked with clients ranging from start-ups to global brands, helping them translate behavioral science into strategies that resonate in culture and drive growth. Her academic research explores status, symbolism, and the psychology of consumption, and she has served as an expert witness in federal trademark and trade dress cases. Beyond her academic and consulting work, Morgan is fascinated by how cultural shifts shape what people desire, and how brands can both reflect and influence those desires. Follow Morgan on LinkedIn Subscribe & Follow Apple Podcasts Spotify  

Did you know that there is a whole industry around the concept of helping deserving people and organizations to receive recognition through winning awards? In this episode we meet and get to know one of the foremost experts in this industry, Donna O'Toole. Donna grew up in the South of England in a real castle. At the age of 16 her family conditions changed, and she had to go to a home with four other girls who also lost their family arrangements. Donna had to go to work although she had wanted to go to university. Eventually she did get to earn her degree.   Donna studied linguistics and found ways to use her growing knowledge of the field. Eventually she discovered the value of recognition and how helping people and companies gain recognition made them better for the experience. She began working to help people and companies earn awards. She will tell us about this fascinating subject and why earning awards is important. She gives us statistics about how after working to win awards and the subsequent recognition sales and overall exposure usually grows.     About the Guest:   Donna O'Toole is an award-winning entrepreneur, international awards judge, and bestselling author of WIN! – the ultimate guide to winning awards. She's also the founder of August Recognition, a global leader in awards strategy and part of the Dent Global group, helping purpose-driven entrepreneurs stand out, scale up, and make a meaningful impact.   Named one of the Top 25 Customer Experience Influencers in the world, Donna has transformed the visibility and credibility of hundreds of businesses - from start-ups to FTSE 100 giants - by helping them win the recognition they deserve. Her clients span global brands, high-growth entrepreneurs, and inspirational leaders across every industry.   Donna is renowned for her outstanding success rate in the most prestigious awards in the world, including The King's Awards for Enterprise. She's passionate about the true value of awards - not just the trophy, but the trust, authority, and growth they generate.   Now, Donna is taking her mission even further. Together with her business partner and Dent Global co-founder Daniel Priestley, she's launching a pioneering new AI venture that's transforming the awards industry - making it safer, simpler, and smarter than ever for people to find, enter, and achieve the awards and recognition that matters.   Ways to connect with Donna:   https://www.augustawards.com/ - to get a free copy of my book: Win! and to get a Free awards list LinkedIn: https://www.linkedin.com/in/donnaotoole/ Instagram: @donnaot     About the Host:   Michael Hingson is a New York Times best-selling author, international lecturer, and Chief Vision Officer for accessiBe. Michael, blind since birth, survived the 9/11 attacks with the help of his guide dog Roselle. This story is the subject of his best-selling book, Thunder Dog.   Michael gives over 100 presentations around the world each year speaking to influential groups such as Exxon Mobile, AT&T, Federal Express, Scripps College, Rutgers University, Children's Hospital, and the American Red Cross just to name a few. He is Ambassador for the National Braille Literacy Campaign for the National Federation of the Blind and also serves as Ambassador for the American Humane Association's 2012 Hero Dog Awards.   https://michaelhingson.com https://www.facebook.com/michael.hingson.author.speaker/ https://twitter.com/mhingson https://www.youtube.com/user/mhingson https://www.linkedin.com/in/michaelhingson/   accessiBe Links https://accessibe.com/ https://www.youtube.com/c/accessiBe https://www.linkedin.com/company/accessibe/mycompany/ https://www.facebook.com/accessibe/       Thanks for listening!   Thanks so much for listening to our podcast! If you enjoyed this episode and think that others could benefit from listening, please share it using the social media buttons on this page. Do you have some feedback or questions about this episode? Leave a comment in the section below!   Subscribe to the podcast   If you would like to get automatic updates of new podcast episodes, you can subscribe to the podcast on Apple Podcasts or Stitcher. You can subscribe in your favorite podcast app. You can also support our podcast through our tip jar https://tips.pinecast.com/jar/unstoppable-mindset .   Leave us an Apple Podcasts review   Ratings and reviews from our listeners are extremely valuable to us and greatly appreciated. They help our podcast rank higher on Apple Podcasts, which exposes our show to more awesome listeners like you. If you have a minute, please leave an honest review on Apple Podcasts.       Transcription Notes:   Michael Hingson ** 00:00 Access Cast and accessiBe Initiative presents Unstoppable Mindset. The podcast where inclusion, diversity and the unexpected meet. Hi, I'm Michael Hingson, Chief Vision Officer for accessiBe and the author of the number one New York Times bestselling book, Thunder dog, the story of a blind man, his guide dog and the triumph of trust. Thanks for joining me on my podcast as we explore our own blinding fears of inclusion unacceptance and our resistance to change. We will discover the idea that no matter the situation, or the people we encounter, our own fears, and prejudices often are our strongest barriers to moving forward. The unstoppable mindset podcast is sponsored by accessiBe, that's a c c e s s i capital B e. Visit www.accessibe.com to learn how you can make your website accessible for persons with disabilities. And to help make the internet fully inclusive by the year 2025. Glad you dropped by we're happy to meet you and to have you here with us.   Michael Hingson ** 01:17 Well, hi everyone, and welcome to another episode of unstoppable mindset. I am your host, Michael Hingson, and I think we'll have some fun today. We get to talk to Donna O'Toole, who is over in England, and she has a very interesting story to tell and a profession that she works at regarding awards. We'll get to all that in a bit. I don't want to give it all away, because it's more fun to listen to Donna tell it than it is to listen to me tell it. No one has ever said that I'm boring, but nevertheless, I always think that the people who come on the podcast are much more fun and interesting than I so I can't I can't argue with that, and of course, that's my job to make sure that happens. But anyway, here we are once again with unstoppable mindset. And Donna, I want to welcome you and thank you for being here.   Donna O'Toole ** 02:09 Thank you. It's great to be here with you. Michael, thank you.   Michael Hingson ** 02:13 And it's what about 930 in the evening? Or no, it's up 737   **Donna O'Toole ** 02:17 Well, it's   Michael Hingson ** 02:19 after dinner. Yeah. Well, thank you for being here. And we're, we're really glad to have the opportunity to do this. And so I'd like to start, it's so fun to always start this way. Tell us sort of about the early Donna growing up and all that. Ah, okay.   Donna O'Toole ** 02:35 Um, okay. So, well, I don't tell very many people this actually so secret. One for you, Michael, I actually grew up in a castle, which makes me sound like I lived in a fairy tale, but I didn't. It was definitely not a fairy tale, and I'm not a princess, so I'm sorry to disappoint anybody.   Michael Hingson ** 02:54 Well, what was it like growing up at a castle?   Donna O'Toole ** 02:59 It was, you know what? It's one of those things that when you're an adult, and you look back, you realize how amazing you were, it was, and how lucky you were. But when you're a child, it's just all, you know, isn't it? So, yeah, we were very lucky. I grew up in a town called Arundel, which is in the south of the UK. It's a very historic town, and the reason that I lived there was because my stepdad was the head groundsman at the castle, so he looked after all of the grounds for the Duke of Norfolk. And yeah, it was a it was a wonderful place to live. We used to be naughty and run around and go hiding in nooks and crannies that we shouldn't be. However, I was permanently petrified that there was ghosts and bats and all sorts of things like that.   Michael Hingson ** 03:48 So were there ghosts?   Donna O'Toole ** 03:49 Yes, definitely, certainly, they were making noises like ghosts, and we couldn't identify what they were. So, yeah, there's a few stories around that castle. Actually around I think there's a ghost of a lady in one in the library, and there is a ghost of a Labrador, actually, that people talk about seeing there as well. So I'm sure they were friendly.   Michael Hingson ** 04:14 Did you ever see any ghosts?   Donna O'Toole ** 04:16 I think I convinced myself that I did. On many occasion, my bedroom window looked out over Arundel Cathedral, which is was lit up at night, which looks very spooky. I used to be terrified to look out of the window at night, in case I saw something I didn't want to see.   Michael Hingson ** 04:36 So was the castle drafty and cold in the winter?   Donna O'Toole ** 04:40 Yes, definitely very stone and cold. And we had a ray burn. It's called, it's like an auger type thing where you just, you sort of heat up the kitchen by heating up this oven thing. Yeah, I remember putting wood in it. I remember that,   Michael Hingson ** 04:56 wow. Well, that was kind of fun. So how long did you. Live in the castle.   Donna O'Toole ** 05:00 So I lived in the castle until I was 16, and then her life took a bit of an unexpected turn at that point, and we had a difficult family breakdown that resulted in myself being actually taken into care for a while, so I didn't get to I did. I did finish school and finished my GCSEs exams as they were, but it did mean that I didn't get to continue on my education at that point, as I needed to earn some money and learn how to look after myself. So at 16, I was living in a home with four other girls who were in similar situations to me, which is girls who's through no fault of their own, their families couldn't look after them anymore. And we learned to, you know, live and survive and get through life together. And it was a great adventure. There was ups and downs, for sure, but actually at that point, I needed to get some work, and I also wanted to continue studying, so I ended up becoming an apprentice dental nurse, and that is where I started. And I never expected to go there. Wow.   Michael Hingson ** 06:24 I guess, I guess it is an adventure, though. Yeah,   Donna O'Toole ** 06:27 Life is an adventure, and you've got to be ready for whatever it throws at you. That's what I say. And   Michael Hingson ** 06:31 I think that's a good way to put it. I think that life's an adventure, and I think that we can choose how to look at life no matter what happens, and either we can think things are positive and grow with whatever occurs or not. Yeah, 100% 100% and   Donna O'Toole ** 06:46 actually, if it wasn't for that part of my life, I don't think I would be here today, doing what I'm doing now. So it's, it's incredible how you can't predict where life's going to take you, but you do go on a journey. So I actually became a dental nurse. And then I got bit bored of that, and my brain was always active, trying to think of something new to do. And I spotted a gap in the market for at the time dentists had there was just this legislation that changed that meant that dentists always had to have a nurse or a chaperone in the surgery with them, whereas before they hadn't had to have that. And so what was happening was you had all these small dental practices whereby the the dentist couldn't work if their nurse was on holiday or off sick or on maternity leave or something. So I spotted this gap in the market to be to start a dental nurse agency to fill those gaps, if you pardon the pun, and and to actually go all over Sussex and support the practices that needed help. So that was at the age of 19, I started my first business, and yeah, it was a great   Michael Hingson ** 08:00 success. I was just going to ask how successful it was.   Donna O'Toole ** 08:03 Yeah, it was great, and I really enjoyed it. And I got to know so many people. I trained nurses, which I really enjoyed as well. So I developed myself whilst I was developing them, which was great and and then after that, I I stopped that business and handed it over to some good friends who were brilliant nurses to have my children and to take a little break while I have my two daughters.   Michael Hingson ** 08:27 Now, did you ever get to university or college?   Donna O'Toole ** 08:31 Yeah, so then had my girls, and still I've got a very busy brain that needs a lot of occupying. So I thought, right, what can I do now? I've got two children under the age of four or five. I know I must need something else to do, so I decided to go back, finally, to university, and I studied linguistics, so English language linguistics at the University of Sussex in in the UK. And interestingly, it's incredible, because during that part of my life, I absolutely loved every part of it. I was really passionate about English, and as a child, I'd wanted to be an English teacher, but because my life had gone on a different path, it wasn't something that I'd been able to do. But actually, during that time, I studied large language models and computer mediated communication. And it just absolutely blows my mind that through making that decision and then further decisions later down the road, I'm actually now launching a company that is AI based that is containing large language models. So it's really, like, amazing how you can connect the dots in your in your journey.   Michael Hingson ** 09:45 And of course, you're calling it Donna GPT, right? I had to. I   Donna O'Toole ** 09:51 love it. I'm Michael. I am definitely calling it that now.   Michael Hingson ** 09:56 Well, that's, that is cool though.   Donna O'Toole ** 09:58 Yeah. So when I. Actually completed my degree. I came out of that and thought, right, well, I need to do some work now. And I started writing for businesses. I'm quite a business writer. I'm a real aura of people who can write fiction. I think that's incredible, yeah, but I'm definitely on the factual side. So I started business writing. Then I started, just by coincidence, started writing award entries for some businesses. I then started working with another awards agency, and I really saw, then the power of how awards and recognition helped people to reach their potential in business and in life, and so that then took me on my next journey.   Michael Hingson ** 10:47 Well, awards are, are interesting. And of course, we hear about awards for all sorts of things, but tell me more about the power of awards and where they where they can fit into society.   Donna O'Toole ** 11:00 Yeah. So, so we work from I work with business awards, so generally speaking, so even back then, it was sort of working with entrepreneurs, or entrepreneurial businesses, or even big brands, whereby they wanted to recognize their achievement and they wanted to raise their profile, so they needed to raise brand awareness, perhaps around what they do, their services, their products, and what's always quite I find quite interesting about awards is people who've never been involved in awards tend to come into them with quite skepticism, which is understandable. It's not a regulated industry, so you do have to be a bit skeptical and do due diligence around what awards you're entering. But they come into them with skepticism about themselves and actually whether they have what it takes to win. And very often, what I found was they did have what it takes to win, they just didn't have know how to communicate it in a way that others could understand that they had what it took to win. So my job, as I see it, is to really support them, to communicate their story, their data, their evidence, everything that they're doing, and turn that into a proposition that demonstrates why they would be exceptional at what they do, or their team is exceptional, their brand is exceptional, so that They can stand out in awards.   Michael Hingson ** 12:21 So it's almost like you're helping to train potential award recipients to respect what the awards are and what they do. Yeah,   Donna O'Toole ** 12:31 it is always understanding what they're looking for, what the criteria is, and how they can stand out against it. But also, you know, most people who are involved in a business, whether you're running a business or whether you're a part of a team or you're a manager, we don't have the time to stop and look back and think, wow, what have we done over the last year? What have we achieved? What you know, what's really standing out about us? We just don't give ourselves that time. So recognition and awards is a really good opportunity to stop and look back and celebrate together the development journey that you've been on in your business and and motivate your team and the people around you to do even more because you're recognizing it   Michael Hingson ** 13:13 well. So how did you actually get involved in doing awards in the first place? What that's a pretty unique sort of thing to take on.   Donna O'Toole ** 13:23 Yeah. So it was kind of a journey from starting out in business writing and then moving through into doing a few award entries, and then that became more and more, and then I worked for another organization. And then in 2016 I decided the time was right to launch my own company and to start supporting more people with awards. I was, had already been involved with the industry, so I was very well supported by some great awards in the industry. And so yeah, I I started my new business, and that was called August recognition. And because I'm a linguist, I like words that have extra meanings. And August actually means in its second sense of the word, when you're not using it as the month actually means respected and admired. So in my mind, I had started an agency that enabled people to be respected and admired for what they did, and help them raise their profile that way. So   Michael Hingson ** 14:24 you don't really hear a lot about the industry of helping people get awards, but I gather it's probably a fairly substantial industry around the world.   Donna O'Toole ** 14:35 Yeah, it's 10 billion pound industry in the awards industry in itself. It's 2 billion just in the UK. So yeah, it's a big, big industry. There's so many events connected to awards. There's so many different processes. So yeah, and there's, if you imagine, every different industry there is in the world there's awards for it. I dare you to find an industry where there's not an award. Yeah. Even,   Michael Hingson ** 15:02 I'm sorry, even, even AI. And that's pretty even AI, yeah, yeah. And so when AI starts generating its own awards, then we can probably worry a little bit,   Donna O'Toole ** 15:13 yeah, we're eating ourselves, yeah?   Michael Hingson ** 15:17 But still, it's, it's a fascinating, well, topic and industry to talk about, because I'm sure there's a lot to it. Of course, like with anything, there's also a lot of politics and all that sort of stuff, but, but it must be a fascinating industry to to be a part of and to see when you help somebody get an award. How does all that work? Yeah, so   Donna O'Toole ** 15:42 usually, well, we work with businesses from the smallest business in the world right through to the biggest business in the world, literally. And what I really love about the whole process is you, you as a small business, you can use the same strategies, you can enter the same awards as the biggest businesses can and you can win. So what I really love is that you you don't have to be a certain size, you don't have to be a certain type of business. You just need to be having an impact in some way on something, and then be able to tell It and Prove It, essentially.   Michael Hingson ** 16:19 So how do you as a person in the industry make your money or earn your money as part of all of this? So   Donna O'Toole ** 16:26 we work with clients who are looking for recognition. So for example, a brand may come to us and say, you know, over the last couple of years, we've done some great learning and development projects. We've trained our teams, we've digitized our processes, we've done all of these great things. We'd love to recognize the people that have worked so hard and really, you know, give them the recognition that they deserve. So we will then look at their project, look at their business. You know, what kind of impact has that had on it might be internally. It might be that it's had a great impact for their customers. It might be it's had a great impact for the impact. For the employees. And then we'll look at all of the data around that, and we will create, we will research which are going to be the best awards to recognize them, which criteria they match, which categories they match, and then essentially, we'll support them to execute all of the work that needs to go together to go into the awards process. Someone's once said to me, did you ever think you'd be running a business where you're basically writing exams every single day? Yeah, it's a bit like that. Fortunately, I don't do the writing anymore so, but yeah, I kind of love it.   Michael Hingson ** 17:36 Yeah. Well, it seems like it would be sort of your your writing exams every day, or you're involved in helping to prepare people for the exams.   Donna O'Toole ** 17:45 Yeah, it's very analytical from looking at what's been achieved, but then it's all about communication and how you're going to deliver that to the awards process. And it's all about finding the right awards that are going to give them the right recognition, that's going to really have a return on investment for the motivation of the team, for the brand awareness, whatever it is that their goals are, that they're hoping to get to.   Michael Hingson ** 18:06 Well, so awards in general, it seems to me, create a lot of recognition. And you say that recognition has the power to make people unstoppable? Tell me a little bit more about them. What that means to you? Yeah,   Donna O'Toole ** 18:24 absolutely. Um, something I call awards imposter syndrome, which is where, you know, often, and this typically is with entrepreneurs and smaller businesses. They they'll come to us and say, you know, I'd really love to get some recognition of my brand, but I really, I think we we're doing enough, or don't know if we're worth it or we could really stand out. And actually, you know, what we want to do is make them unstoppable. We we want them to see where all the power is in what they're doing and how they can make a difference in the world. So we will go and discover all of that about their business, and then help them to communicate it in a way that even now they can see what they're doing is brilliant. And then through that recognition, there's a lot of research to show the amount of motivation that awards bring to people, even more so than even a pay rise, you know. So through that recognition, it makes them feel more able. I always say to people you know, don't think about business awards right now. Think about the awards that you won when you were a child. Think about when you were at school and you entered awards in the swimming competitions or dancing competitions. Someone want someone told me today they won a competition for the best recorder player. I said I thought, I thought we had to ban recorders. But you know, when you got that recognition as a child, we didn't think, Oh, my goodness, I'm you know, do I really deserve it? I'm so shy. Let's not tell anyone about this recognition. We loved it, and it enabled us to go on and do more. So we want to do okay, we won that swimming competition. Let's do another swimming competition. Let's really learn our craft and do more and more of what we do better and better. Her and I liked people to try and think of that feeling that they had then and bring that into now with their business. You know, don't be humble about what you're doing, because the more that you can shout about your success, the more that you can help other people to achieve success through what you're doing, and the more you've got a platform to shine a spotlight on something that you believe in and that you want to make a difference in the world about. So, you know it, I call that, I say to people, you know, if you're feeling like a bit of an imposter about awards, one of the best things you can do is to create what we call a who wins when you win campaign. And what that is, is sort of putting a stake in the ground and making a pledge to say, when we win this award, we are going to go and do this great thing, and it might be we're going to go and do a team beach clean together. We're going to mentor some people. We're going to celebrate as a team and go out for the day, or we're going to plant some trees. You know, it could be anything that means something to you, but it's a really good opportunity to seal that recognition with something that reminds you that you are worth it and really helps you get over that imposter syndrome and celebrate your achievement.   Michael Hingson ** 21:14 I assume you also run into the other side of that, which are the people who just think by definition, because they are, whoever they are, they must deserve awards, whether, yeah, must be a lot of that. Yes. So   Donna O'Toole ** 21:27 a while back, because I'm a linguist, I interrogate language all the time. I can't help it. And I would look at, I judge a lot of award entries all from around the world. Judge the leading competitions in many countries. And I would look at these award entries, and I could tell what the person was thinking when they're writing the entry, as they're coming as you're reading it. And I developed these 10 personas of different types of people that enter awards. And so we've got everything from the imposter to the ostrich who wants to hide their head in the sand to the bridesmaid who's always the always, never quite makes it to the podium. And one of those actually is the peacock. And the peacock is the one who thinks they're going to win everything, and does come across like that, but isn't great about taking the feedback when they don't win.   Michael Hingson ** 22:20 Yeah, that's really the issue, isn't it? Right? It's they don't take the feedback, and they don't change what they do and why they do it and how they do it, to be a little bit more humble in what they're all about.   Donna O'Toole ** 22:33 Absolutely, absolutely. We've also got an awards persona called the politician, and that's somebody who doesn't answer any of the questions, and all their numbers don't add up.   Michael Hingson ** 22:46 Now, I wonder what my cat would think about awards. I wonder dogs are humble, but I don't know that cats are necessarily,   Donna O'Toole ** 22:56 yeah, they've definitely got a bit more persona going on, haven't they? I don't   Michael Hingson ** 23:01 know if they necessarily would be interested in awards, because they tend not to want to stand up in front of public and do stuff. That's   Donna O'Toole ** 23:07 true, that's true. Yeah, they're kind of yeah, they're their own creature, aren't they? They are, aren't they? I don't think they think they need awards, actually,   Michael Hingson ** 23:15 yeah, that's right. They don't think they need awards. They think that everybody should just recognize them for who they are,   Donna O'Toole ** 23:20 I might have to add a new persona to my league now.   Michael Hingson ** 23:26 Well, you know, there's, there's value in that, but, but still, so you've, you've helped a lot of people with awards. I wonder if you have a story that you could share where they've received recognition and it just completely changed their lives and what they did and what they do. Oh,   Donna O'Toole ** 23:49 so many, so many of those. Yeah. So, I mean, let's think of an example. So a few years ago, I was working, actually, it was interesting. I was I was introduced by on email, just to a gentleman called Andrew, who I was introduced by the Department of Trade and Industry here in the UK, who said he's got a great story. He's got a great business. He's growing fast. We think he should win some awards. We should talk to you. And so I was like, great. Let's get on a call, Andrew. And every time we booked a call, he didn't turn up to the call. And I thought, oh goodness, you know, it's like three attempts at this call and it's just not happening. And I just emailed him and said, look, it looks like you. Maybe you're not interested in winning awards, so, you know, catch up with me if you ever get the chance. And he emailed me back, actually, this is in the introduction of my books. And he emailed me back, and he said, Donna, I'm so so sorry. I'm going through a really difficult time at the moment. His wife had cancer. His son was being bullied at school, and he was really struggling, and he'd started a business that would have grown very quickly, whilst also as a side hustle, while. Also doing the job, and he was quite overwhelmed. And I said, he said, you know, and he actually said, so if I can't even turn up for a call, how could I possibly win an award? So I said, Oh, my goodness, okay, let me, let's get together, and I'll let you know whether you can win an award or not. But this is a big award we're talking about, because he'd actually been recommended to enter what was the Queen's Awards for Enterprise. It's now the king's Awards, which is the biggest and most prestigious business award in the UK, if not in the world. And I said, let's, you know, you've been recommended for this. Let's, let's at least explore it. So I went over to his house. We had a coffee, I went through everything of his business, and I said, You know what I do? Think you've got what it takes, but I don't think you're in the right mindset to be able to manage so let us help you. So he agreed, we worked on that project, and a year later, because that's how long it takes, I was absolutely delighted. He won the Queen's awards for innovation, and it was game changing for him. And what I really loved about it was, it's a couple of things. So one is because he's a techie person, and he had launched it was a software product that he'd developed. He'd put the logo for the award on his website, and he measured the impact that that was making on his website, which is really useful for me to know, because often people don't do that. And he got came back to me in a couple of months later, and he said, in three months, his sales have gone up by 30% because of the impact of winning this award. And you know, when you're running a business and you're trying to run a family and you've got other things going on that are really important, you need your sales to go up without you having to work harder, because it gives you the free time. It gives you the ability to employ people to support you. It gives you then the time back with your family when they need you most. So I was absolutely delighted for him that it had an impact on him and his business that would enable him to actually have the time that he needed with his family and help them and support them. So that was something that was game changing in my mind, for, you know, for a really personal reason. And I was delighted he was happy to share that in in my book. Yeah, so that that was a lovely one.   Michael Hingson ** 27:14 So what is kind of the common thread? Or, how do you what is it you see in someone that makes them award winning, that that genuinely makes them award winning, as opposed to the politicians and peacock   Donna O'Toole ** 27:28 Okay, so what it is is they need to be making an impact in some way. And I think people tend to be quite fixated on on measuring or looking at their customer service, but I'm looking at their customer impact. So what their customer impact is that's something customer service is transactional, right? Customer impact is transformational. So what is it that you're doing that is making a difference or making life easier in some way for your customers? Or it is could be internal as well. So it could be your employees, for example, but generally it's impact. Now, with Andrew's story, the software that he developed, it was the first software that had the biggest ability to, I mean, I'm not a techie, so I'm probably describing this in the wrong way, the ability to display charts and graphs with the biggest amount of numbers. So we think, Okay, well, why is that important? Well, these are the graphs and the charts that are going into ECG machines in hospitals. These are going into universities to do research. You know? These are going into all sorts of things, stocks and shares. They're going into Formula One racing cars. There's so many, there's so much impact coming out from having designed that software that it's having an impact on us as humanity, and that's the kind of golden thread that you want in your award, is, what is the impact that you're having, and where can you show and prove that it's making a difference to someone, somehow, somewhere?   Michael Hingson ** 28:56 And I assume there are, we've talked about it, but I assume that there are a lot of people who are award winners who never, just never thought they would be, even though they're, they're perfectly capable and, oh yeah, they're deserving, but they, they don't, they're not doing it to seek the award. They're doing it to do what they want to do.   Donna O'Toole ** 29:18 Yeah, and they need, they need the recognition to shine that you know, 90% of businesses are small businesses now, and it's a very noisy world out there when you're trying to sell your products and services, you need to be able to do something that helps you to cut through and to get into customers minds and build trust. 85 Nielsen did a study 85% of customers now want to see credible awards on your website, on your products, before they will have the trust layer there to buy from you. What's really interesting is, years ago, we had, you remember when reviews came out? So Amazon was one of the first organizations to do reviews. I actually studied. Reviews and the mechanisms and language structures in them. And we all trusted reviews at the beginning, because, oh, great, you know, someone's going to tell us what their experience was of this thing, and we love it. And then as time went on and as the decades have progressed, we then learned not trust reviews, because it was like, Oh, hang on, they might be fake reviews, or, you know, that could be a competitor, putting a bad review on a competitor. So there's lots of reasons then not to trust reviews. So then we go, oh, well, what do we trust? Then we can't just trust what the business is telling us. We need something that's external, that's third party, and that's going to enable us to trust that brand. And then what we saw then is the pandemic happened, and we all went to shopping online. We all went to living online, and we all saw businesses fall apart and lose money who we never expected to because they didn't have the digital transformation turn around quick enough, or for whatever reason, there was a lot of businesses that suffered in the pandemic, and a lot thrived, and since that then, it was almost like awards and reviews together became even more important to all of us, because we needed something to help us to trust the brands other than, you know, the strongest referral, which is a word of mouth referral. So if you haven't had a word of mouth referral and you've gone online and you found something through a search, how do you know whether you can trust putting your money into that business to buy its products or services? So this is really where we come back to recognition, to say, Well, no, this is a this brand gives excellent customer service, or this brand is a great place to work. It really looks after its employees. So there's a huge amount of reasons now why businesses do awards to demonstrate they are trustworthy in so many ways like nowadays. You know, we live in a world where employees want to work for organizations that will look after them and that will treat them well, so that employees looking for jobs will go out looking for the businesses that have got a great place to work accreditation or award because it makes them trust that they're going to be looked after. Well,   Michael Hingson ** 32:08 it's interesting. Nielsen did a study back in 2016 regarding brand brand loyalty and disabilities, and what they found was that people with disabilities are at least 35% more likely to stay with an organization and buy from an organization that has done things like really taken the Time to make their websites accessible and to make their their environment welcoming to people with disabilities, because it is so hard to oftentimes deal with companies they're they're companies that that I deal with their websites. They're just not accessible, and they don't want to change, and it's not magic to make them accessible, but they don't, and then there are other companies that do, and I agree with the Nielsen study. It makes perfect sense, because the reality is, you're going to steal with companies that that really take the time to show that they value you being there, yeah,   Donna O'Toole ** 33:17 well, it's interesting, actually, because I've been looking at this in the awards industry and accessibility, and it's something that I'm passionate about as well. And so we've just written a white paper, we've just done some research, commissioned some research, and we've just written a white paper on accessibility and awards, because we want people to be recognized, whatever, whoever, whatever they do, it shouldn't be saved for anyone who isn't, you know, doesn't have a disability or can't access their forms. You know, it should be open to absolutely everybody. So we've been looking into that now and seeing, you know, what is it that we can do to influence the industry to be more accessible and to really share recognition for all?   Michael Hingson ** 33:59 Yeah, well, and, and it's important, I think, to do that, because there have been enough statistics to show that roughly 25% of the population has some sort of a disability in the traditional sense of the word. Now, I have a different view than that. I believe that everyone on the planet has a disability, and for most people, their disability is you're light dependent. You don't do well in the dark, and if suddenly you're in a building and the power goes out or whatever, you scramble around trying to find a light source or a smartphone or a flashlight or whatever. But the reality is that all those light sources do is cover up your disability. On the other hand, I do recognize that there are people. We're in a minority by any standard, because we are, we are not the traditional, if you will, person. We do tend to be blind, or we tend to be deaf or hard of hearing, or we tend to be low vision, or we don't walk, and there are fewer of. Less than there are of the rest of you light dependent people, and so you don't recognize the disability that's there. But it's, it's important, I think, for people to recognize it. Because in reality, when people suddenly realize, Oh, I've got my own challenges, then you get to be more aware of and want to, at least a lot of times, think about ways to make the world a more inclusive place overall.   Donna O'Toole ** 35:27 I think that's such a great way of looking at it, and it really helps immediately. I couldn't see exactly what you you're saying is, yeah, 100% as soon as the lights go out, I'm completely incapable of knowing what to do next. So, yeah, you're absolutely right.   Michael Hingson ** 35:44 Yeah, it is. It is one of those things that we just don't deal with enough. But nevertheless, it's, it's there. So there, there are a lot of reasons to to deal with access, and that's why I work with a company called accessibe that has been they started smaller and narrower in scope, but they have become very robust in doing things to make the internet a more inclusive place. And so one of the things that they've learned is you can't do it all with AI, although AI can help. And so there are so many things to be done, but the reality is, there are a lot of different kinds of disabilities that really need the Internet to and website creators to pay attention to their needs, to make sure that they, in fact, do what's necessary to make the web accessible to those people. It's a challenge.   Donna O'Toole ** 36:40 It is, and we're going through that challenge at the moment, actually. So I'm just launching a new business, and it's called, it's an AI platform that's going to enable people to do exactly what we do as an agency, find, enter and win awards, but on a platform that is accessible to everybody. So it's aI enabled. But obviously, as you exactly say, that's not the end of the story. So there's a lot of work to do, and we're doing lots of research to find out what we need to do to make sure that that is accessible to everybody, because we want to enable more people to have a good chance of getting the recognition they deserve through a platform that enables them to do that, rather than perhaps miss out on really vital recognition that could help to promote what they do just because they can't access it.   Michael Hingson ** 37:31 Yeah, well, and it happens way too, way too often. Yeah. And it's not like it's magical to make the web more inclusive. It's just that a lot of people don't know how to do it. Although the information is readily available, they just don't consider it a priority.   Donna O'Toole ** 37:48 Yeah, absolutely. So yeah, we're really putting this front and center. My business partner is Daniel Priestley. He's just been on the driver CEO actually talking about the AI side of it. So together, we're really working at trying to join all the dots so that we get all the right technologies in there and ways of working. So I'll be getting you beta testing that. Michael,   Michael Hingson ** 38:14 absolutely. And if there's any way to help, I am very happy to help. Thank you. So Don't, don't hesitate to reach out. So we will. We've now said that publicly for the whole world, that's all right. So what do you say to the person who says winning an award is just not for   Donna O'Toole ** 38:33 me? I think often, you know, I was thinking about this earlier, actually, and I was thinking, you know, there's different things that we're all in favor of and all not in favor of most of the time, when I come across people who say a winning awards is not, for me, is they either haven't been involved in an awards process before, or they feel a bit shy of it and like a bit of an imposter. And, you know, it's a risk, isn't it? You're putting yourself up to be judged, ultimately. So it does take a bit of courage, and it takes a bit of reflection. So, you know, I say, Look at what impact you're having, you know, go away and see, have you got impact on your customers? Somehow, have you got impact on your community? Somehow? It doesn't all have to be about transactional business. It could be that actually you're doing something great for the environment or sustainability or for a community source or for charity, you know, so what are you doing that's making a difference, and it could recognition help you to do more of that? Could it give you the spotlight to enable you to do more of that purpose? Because if it could, then why not, you know, why not do it and get some recognition?   Michael Hingson ** 39:36 Yeah, well, and that makes sense. And but some people may still just continue to say, well, I don't really think I've done that much, and so it isn't for me.   Donna O'Toole ** 39:47 Yeah, absolutely. And you'll always have people who don't want to do everything at the end of the day, you know, it's probably, realistically, it's probably, you know, the top 10% of businesses that are looking to win awards because they're already in that zone or. Where they're, you know, they're growing, they're they're trying to transform. They're always jumping on the next best thing. So, you know, it's a good way to benchmark ourselves as well, and to say, you know, how can I progress this year? Well, what would it take for me to win this particular award? Let's say, let's have a look at what it would take, and let's see if we can get to the business, to that stage, because that way you can develop the business first, before you even think of entering the award, so that you have got the impact, and you have got, you know, all the right things to show that you're making a difference.   Michael Hingson ** 40:31 Yeah, and you brought up a point earlier, which I think is extremely interesting, the whole issue of awards and reviews, one of the things that I do when I'm looking at buying a product that I'm not overly familiar with is I love to look at the worst reviews for the product. Yeah, they're the most fun, because you find out really quickly. If you look at those reviews, you find out whether the person really knows what they're talking about or not and whether they really got good arguments. And I find that the people who give the bad reviews generally are, are not, are not necessarily, really giving you substantive information that you can use.   Donna O'Toole ** 41:15 Yeah, exactly. That's often the way I am. I actually studied reviews, and I looked at the different language structures and reviews of different retail stores, and how, how the the language that the people used in their reviews influenced the buyers. And it was really funny, because this is back in the days. This is just when I was at university. I was doing my dissertation, and it was what we were looking for. What I was looking for was what represent, what people felt represented good value for money. Because no matter how much money you've got, whether you've got a pound to spend or 1000 pounds to spend, you just want to get good value for money for what you're spending. So it doesn't really matter how pricey the product is. It matters your perception of good value for money, and that's essentially what tends to come across in a review, even if people don't say it is whether they think it's good value for money or not, whether it's the brand or the actual product. And it was really funny, because I did this whole study, and I came up with a structure that retailers should use to give to their reviewers to then put the review in in the most helpful way possible for the people then looking at the reviews who want to purchase the product, and I it was great, and I was really happy with it, and got first class and all of that. Anyway, a while later, I bought a coat from a store called Debenhams in the UK, which is now only online. But I bought this coat, I wrote a review and put it on their website. And it was quite the early days of reviews. Still, two days later, Debenhams called me, and I couldn't believe it, because when you had to leave your review, you had to leave your name and number, and it was like, I said, it's a very new thing then. And they actually telephoned me, and they said, Hello, we want to say thank you for your review that you left about this coat, and I still have the coat. And because, because of your review, we sold out the product. And so we want to say thank you. So we're sending you a voucher. And I got this voucher through the post. And I mean, you wouldn't get that, I don't think nowadays, no, but it really showed me the difference that a review could make on a product back then, you know, and how writing the right type of review, not just saying it's great, but why it's great, why I considered it good value for money about the material and the sizing and the shape and all of the quality and that kind of thing. It gave people reassurance to buy, and that's what we're looking for when we're looking at reviews. And that's where awards can come in and kind of secure that trust as well. I don't know about you, but I get down rabbit holes with reviews on things like trip,   Michael Hingson ** 43:52 oh yeah. Well, what I found is, if I look at the positive, the best reviews, I get more good technical information, and I got and I get more good product knowledge, but then I look at the bad reviews, and the reason I look at those is I want to see if they truly are giving me the same information the other way, and they don't. They're it's totally emotional, and a lot of times it is just not, in fact, what I or others find with the products, and that the bad reviews tend not to really give you nearly the information that the bad reviewers think they're giving you if you if you read them carefully. And I think that gets back to your whole issue of studying language, but still, they're not giving you the information that they really ought to be giving you. And, you know, I've had some where somebody gave a bad review to a product because the box arrived and it was open or wasn't sealed. Well, yeah, all right, so what   Donna O'Toole ** 44:55 exactly I know it's ridiculous. I mean, I think we're as consumers a bit more. Pragmatic about it nowadays, but as businesses, we need to be able to demonstrate to our customers in every way possible, you know. And that's why social media now and user generated content is so popular. Because we don't want to see what it looks like on a model anymore. We want to see what it looks like on a real life, personal we want to hear someone's like real life, day to day experience of something, as opposed to a polished article on it, right,   Michael Hingson ** 45:26 which, which is, is the way it ought to be. And again, that gets back to substance. And the the people who give really good reviews are generally the ones that are giving you substance. I've had some bad reviewers that had very good reasons for why they feel the way they do. And then you look at it and you go, Well, maybe it doesn't fit in their situation or, aha, they really know what they're talking about. I'm going to take that into consideration when I look at buying this product or not. But a lot of them   Donna O'Toole ** 45:57 don't. Absolutely, no, absolutely, yeah, I could do this for days.   Michael Hingson ** 46:04 Yeah. Well, it is. It is fascinating, but it's part of human nature   Donna O'Toole ** 46:09 psychology, isn't I tell you when else it comes up and it's quite interesting. So often we make companies may approach us and say, Leo, we want to win awards to be the best place to work. And we'll say, okay, great, you know, tell us about the workplace, and we'll go through all these different criteria with them, and they tell us all this great stuff. And then we go and do our own research as well, because we need to verify this, right? And we go on to glass door, and then we see some horrendous reviews from employees that have left. I think, okay, maybe this is, maybe this is not quite all the story we're getting here. Yeah. So, you know, the thing with awards is, if you are saying anything about your business, you're going to have to prove it. So reviews from your customers and reviews from your employees are super important for awards. Actually,   Michael Hingson ** 46:59 I find as a speaker that letters of recommendation are extremely important. In fact, I even put it in my contract that if someone likes the talk, then I expect to get a letter of recommendation. And for a good amount of people, they do that, although I've had some people who forget or just don't. But the letters are extremely valuable, especially when they go into detail about not just the talk, but like in my case, I view when I visit a customer, or when I view when I talk about going to speak somewhere, I believe that I'm a guest like anyone who goes, and it's not about me, it's about them. It's about the event. It's about the people who are putting it on. It's about the audience. And I always want to make sure that I do everything I can to be as not a problem as possible. And I know that there are some people that don't do that. I had a I had an event once where I went and spoke, and while there, I talked to the person who brought me in, and I said, What's the most difficult speaker you ever had? Had come here? And I was just curious. I was curious to see what he say without any hesitation. He said, We had a woman who came to speak, and we honored the contract, although still don't know why, but she insisted that in the green room, and so there had to be one, but in the green room there had to be a brand new, never used crystal champagne flute full of pink M M's. Now what does that have to do with being a speaker? Well, I know some people just like to take people through the wringer. They want to try to drive the point home that they're the bosses. Well, I think that, you know, I know what I can do. What I said to the guy, though afterward I said, Well, okay, I hear you. They actually did find peak Eminem. So was interesting. I said, Well, let me just tell you that if you bring cheese and crackers, I'll share them with you.   49:10 They brought you that we had fun, yes,   Michael Hingson ** 49:13 but, you know, but, but he, he understood that there were no demands. I wouldn't do that. I just think that that's not what I'm supposed to do as a speaker. My job is to in a well, inspire and motivate and and to educate. But it's not my job to be difficult. And I've gotten some wonderful letters that say how easy I made it to work with them, which is great. Yeah, fantastic. I'm sure you did. So it's, it's a lot of fun to to see some of those, and I've gotten some great stories over the years, which is really   Speaker 1 ** 49:46 a lot, and that's why they love to have you. Well, I hope so   Michael Hingson ** 49:53 we still do it, and it's a lot of fun to help and motivate and inspire. But yeah, I. I and by the way, I guess I'd never be interested in pink M M's anyway, so I wouldn't see the colors. So,   Donna O'Toole ** 50:08 yeah, glass of water is just about the thing on my list.   Michael Hingson ** 50:12 Yeah, well, you know, I'll take M M's if they show up. And I'm not going to demand them, that's okay. But you know, people are interesting. So once somebody's won an award, you've talked about this some, but when I once somebody has won an award, what's next?   Donna O'Toole ** 50:28 So next, it's all about, well, sharing it to demonstrate why people often forget to tell people why they've won an award. They just say that they've won an award. I think it's important to say, why? Like, what is it? What is it? What impact are you having? What's the difference that you're making out there in the world? Why have you won and share that on your profile? As I said, you know, people buy from people now as well. If you're winning an award as a leader or as a speaker or as an entrepreneur, you know people want to know about that because it helps to give credibility to what you do and trust like, just like those letters of referral that you're talking about. So, you know, get that on your LinkedIn profile, get it onto your podcast, you know, all of those different things, and take pride in your work and share that   Michael Hingson ** 51:14 I had a salesperson I hired is my favorite sales guy, and when I asked him, as I asked everybody who came to apply for jobs, what are you going to be selling for us? Tell me about that. He is the only person who ever said, The only thing I really have to sell is myself and my word. Your product is stuff, and it's all about trust and it's all about honoring my word. And he said, The only thing I asked from you is that you backed me up. And I said, well, as long as you do a good job, you know, but he understood it, and he's actually the only person that I ever hired that really articulated that, but that was always the answer I was looking for, because it really told me a lot about him. Just that simple answer told me more about him than anything else anyone, even he could say,   Donna O'Toole ** 52:06 yeah, absolutely. So it's so important, and you know, so I'm part of a key person of influence program that Daniel Priestley runs, and it's I do profile coaching for entrepreneurs to help them to become a key person of influence in their in their industry. And now that's not being an influencer. That's being someone who's known for being good at what they do and being a key person in that industry. And you know, work flows to you if people know what you do and know who to come to because you're the expert in that area, if you're a small business, you're an entrepreneur, you're struggling to get leads, then actually maybe you need to make yourself put bit more known. People tend to be bit shy and hide behind their brand. But you know, if you look at people like Richard Branson, you know, we when you trust an entrepreneur, then you will buy from the brand. And there's many more entrepreneurs I could mention, who when the trust is lost with them because of their behavior in some way, then their brand suffers. It's quite clear to see, yeah,   Michael Hingson ** 53:09 do you find that most people who win an award do carry on and do positive things as a result, and that their brand and what they do improves, or is some people win and just falls by the wayside.   Donna O'Toole ** 53:27 Generally speaking, if you're the people that are going in for awards, the brands that are going forwards, they're progressive, so they usually progress with it. There's a piece of research that shows that businesses that have won awards are around 77% more valuable than businesses without awards even five years after winning. And that's because when you're going for an award in business, you've got to do a lot of develop. You know, there's got to be some good stuff happening in your business. And so naturally, the businesses that are doing those good things want to keep doing more of those good things internally, and so they tend to keep driving the business forward. And they have that motivation. They have motivated teams who are being recognized for the work that they're doing, and all of that naturally pushes them forward. So in five years time, they're still leagues ahead of their competitors that are not winning awards.   Michael Hingson ** 54:20 So always worth exploring winning awards. Oh, 100% Yeah. If   Donna O'Toole ** 54:27 I always say, I think, quote Nelson Mandela on this, you've got nothing to lose. You'll either win or you'll learn. If you don't win, then you should learn something about what you do need to do to win, and that will bring your business on.   Michael Hingson ** 54:39 Absolutely agree it's like, I also believe there's no such thing as failure. Failure is really it didn't go the way you planned. And so what do you learn in order to make that not happen again?   Donna O'Toole ** 54:51 Yeah, exactly, that exactly. So we need that kind of resilience in business today,   Michael Hingson ** 54:57 if people listening and watching this. Just take away one lesson and get one piece of advice out of this. What should it be?   Donna O'Toole ** 55:04 Understand your impact? I would say people don't often understand their impact. So ask your customers, ask your employees, what's improved since we've been working together? What? What if? What's improved for you since you've been using our product? And then calculate up what is that impact that you're having? You know, if 90% of your customers are saying that since using your product, I don't know, they're they're they're having a better their their accounts are better, or their skin is better. You whatever it is your product or your service is, then you've got impact that you're having. So start investigating what that impact is, and then that will help to steer you towards which kind of awards you could potentially be winning as well.   Michael Hingson ** 55:47 And of course, if you really think about your impact and whoever you are and whatever business you're doing, and you do monitor that, then that's one of the most important things that you can do about your business anyway, and people should be doing that.   Donna O'Toole ** 56:01 Yeah, exactly. But probably 90% of people that come to me aren't measuring their impact, and so it's a surprise, but I always say, Well, if you don't know what your impact is, how do you know that what your product or your services works? Just because people are buying it, you still need to know what your impact is. How do you measure impact? Oh, you can measure it in so many different ways, and you want in awards to be able to demonstrate it both quantitatively and qualitatively. So typically, in large corporate organizations, they will be measuring impact. So there's something called net promoter scores. So, you know, they'll be asking customers, would they recommend them? They'll ask them what they're enjoying about their products and things. So they tend to have some kind of measurement built into their process, in their customer departments, however, in smaller businesses, often they don't. So I say, you know, draw up a simple survey, ask your customers what's changed since you've been working with us. Let's say you're a service provider. So are you less stressed since you've been working with us? Do you have more revenue coming in since you've been working with us? What is it? And get them to answer a little survey. And then you could go all this collective impact that you can put together to look at the percentages and see what that's telling you. And if you don't want to know what the impact is in your business, then I question why you don't want to why   Michael Hingson ** 57:16 you're in the business in the first place, exactly. Well, tell us about your book. You've mentioned books several times, yeah.   Donna O'Toole ** 57:23 So I wrote a book called Win, of course, raise your profile and grow your business through winning awards. And really, it's a toolkit for for entrepreneurs. I was working with a lot of large businesses, and, you know, I was conscious that small businesses don't always have the resources to win awards or to be able to outsource. So I wrote a book that they could use to follow the toolkit, essentially, of winning awards. So that's developing their strategy, knowing understanding how awards work and which ones would suit their business, setting awards goals, understanding criteria. What does innovation really mean? What do they want to see? What kind of evidence do I need to provide? How do I know if it's the right race for me? All of those things. So it takes you end to end, through the awards journey internationally. You know, no matter where you are, you can follow the same process, and you could nowadays, it's really important to become the most award winning in your sector, so you can follow the process to get there. And that's a hugely valuable tagline.   Michael Hingson ** 58:26 And I appreciate that you sent us a picture of the book cover, and it is in the show notes. I hope people will go get   Donna O'Toole ** 58:31 it absolutely and it is on Audible as well, so that everyone can access it. So yeah, enjoy listening to my voice a lot more.   Michael Hingson ** 58:39 I was just going to ask if you read it. I did read it for you.   Donna O'Toole ** 58:44 Do you know what it was? I was so proud of that I was more proud of the audible recording than I was of writing at the book. But I don't know why. I think it's because I actually really enjoy listening to books on audio. So I'm quite passionate about listening. I like listening to the actual author's voice, though. So I found I was quite interesting, actually, when I found, when I recorded it, that was quite good at recording audio. The studio guy that I was working with was like, Oh, you're really good at this. We could just drop it words back in if there was a mistake.   Michael Hingson ** 59:14 There you are. See, it is so much better to edit today than it used to be, because now it is. It is all electronic, and I, I edit from time to time, just different things and all that I don't we work on not editing the podcast. That is, I don't want to cut out part of a conversation, because it is a conversation, but, but now you can do so many things, like, if there's a lot of noise, you can even filter that out without affecting the camera. It is so cool.   Donna O'Toole ** 59:43 Yeah, very, very clever. So, yeah, get it on Audible. There you   Michael Hingson ** 59:47 go. Well, great. Well, I hope people will Well, I want to thank you for being here. This has been a lot of fun, and you should get an award for doing it. That's all there is to it. But I really appreciate you being here. And. I appreciate all of you out there listening to us and watching us. Love to get your thoughts. How do people reach out to you? Donna, if they'd like to to talk with you,   Donna O'Toole ** 1:00:09 absolutely. So you can con

Darshan Mehta celebrates the 100th episode of Getting to Aha! Be welcoming Anne-Sophie Baret, Head of Product and Trade Marketing at Club Med. Together, they explore how the iconic brand has thrived for 75 years by prioritising meaningful travel experiences and human connection. From the rise of wellness and solo social travel to trends like astrotourism, Anne-Sophie shares powerful insights for marketers and hospitality leaders looking to innovate while staying true to timeless values.

Marielle Bobo is the VP of Content at Shoptalk Spring and Fall, where she curates programming and secures industry-leading speakers to spark the most important conversations in retail and ecommerce. She's spent 25 years in cross-platform media, serving as Editor-in-Chief & SVP of Programming at EBONY, Fashion Director at Essence, and shaping fashion, beauty, and retail narratives at Womenswear Daily, Allure, and Cosmopolitan.Before taking the helm at Shoptalk's content strategy, Marielle built a career telling stories that resonate: across print, digital, video, and live events, earning a reputation for translating trends into actionable insights. That lens now drives how she programs Shoptalk, ensuring attendees walk away with strategies they can implement immediately.Marielle shares what's different about Shoptalk Fall this year compared to year one, the genesis of the brand-new Leadership track, and why now is the moment for retail leaders to think differently about org design, planning, and agility. She also reveals which sessions ecommerce store owners and DTC brands can't afford to miss, plus how her editorial background influences the way she curates content for maximum impact.Whether she's explaining how to navigate a packed agenda or uncovering the most relevant themes for today's volatile retail landscape, Marielle offers a candid look at how great content can transform an industry event into a growth engine.In This Conversation We Discuss: [00:40] Intro[01:01] Exploring global event series for innovators[02:05] Kicking off with immersive retail experiences[04:13] Planning your conference strategy in advance[06:20] Recapping key learnings before the show ends[09:50] Learning from leading retail and DTC brands[11:51] Finding solutions through casual conversations[12:58] Highlighting brick-and-mortar's role in EcommerceResources:Subscribe to Honest Ecommerce on YoutubeOrganizing retail's industry's very best events shoptalk.com/Providing senior execs workshops, strategy sessions, Chicago retail tours, insights from 130+ leaders, and targeted connections fall.shoptalk.com/Follow Marielle Bobo linkedin.com/in/marielle-boboIf you're enjoying the show, we'd love it if you left Honest Ecommerce a review on Apple Podcasts. It makes a huge impact on the success of the podcast, and we love reading every one of your reviews!

Why the current backlash to all things Employee Experience is short-sighted, misguided and bad for business. Just because you can bully employees doesn't mean you should.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 Ecommerce Toolbox: Expert Perspectives, Matt Ezyk, Senior Director of Engineering, Ecommerce at Hanna Andersson, shares how heritage brands can modernize ecommerce platforms without sacrificing reliability, performance, or customer experience. Matt reveals the “silent killers” that quietly erode site conversion, from friction-filled checkout flows to cross-team misalignment, and how he's tackling them through selective modernization, API-first architecture, and a disciplined focus on site speed. He also cuts through the AI hype, explaining why clean, connected customer data is the non-negotiable foundation for any meaningful AI adoption. If you want to drive ecommerce growth while keeping your tech stack stable and your customer experience intact, you'll want to hear this conversation.

Send us a textThe digital transformation wave has finally crashed into the shed industry's shores, and it's bringing video technology that could revolutionize how we connect with customers. In this eye-opening conversation with LiveSwitch founder James Hatfield, we journey from his humble beginnings as a painter with a ladder to becoming a tech innovator helping businesses harness the power of real-time video.James shares his fascinating story of unexpected entrepreneurship – from running painting crews to building tech companies valued in the billions. His latest venture, LiveSwitch, solves a surprisingly simple problem with profound implications: how to instantly connect with customers through the cameras everyone already carries in their pockets, without requiring app downloads or complicated setups.For shed builders and dealers, the applications are game-changing. Imagine documenting every stage of delivery with video evidence, creating what James calls an "NFL instant replay" that shows exactly when and where issues might have occurred. This accountability system protects businesses while dramatically improving customer experience. Even more compelling is how video connections are revolutionizing sales – in many industries, video interactions close at rates comparable to or even higher than in-person meetings, while saving time and expanding your effective service area.What resonates throughout this conversation is that digital adoption isn't about abandoning traditional values or craftsmanship – it's about enhancing them. The most successful businesses will blend the reliability of time-tested practices with the efficiency of modern tools. As James puts it, "We're going from ears to eyes," creating connections that build trust faster and solve problems more efficiently than ever before.Ready to see how video technology could transform your shed business? Visit LiveSwitch's website and discover how simple tools can create extraordinary connections with your customers. The future is visual – and it's already here. Book a DEMOFor more information or to know more about the Shed Geek Podcast visit us at our website.Follow us on Twitter, Instagram, Facebook, or YouTube at the handle @shedgeekpodcast.To be a guest on the Shed Geek Podcast visit our website and fill out the "Contact Us" form.To suggest show topics or ask questions you want answered email us at info@shedgeek.com.This episodes Sponsors:Studio Sponsor: Shed ProShed Sales SummitIdentiGrowCALCardinal LeasingLuxGuard

Send us a textHow many times has a deal gone sour because of a simple miscommunication about expectations? This week on "The Selling Podcast," Mike and Scott welcome Pete Howland to break down the critical skill of setting and managing client expectations. This isn't just about good manners; it's about building trust, avoiding disappointment, and ensuring a fantastic customer experience.Pete reveals a simple yet powerful tactic: instead of giving a vague timeframe like "it'll be ready in a few hours," give a concrete time of day. "I'll have that to you by 3 PM" is a game-changer that eliminates ambiguity and shows you're in control.But the real secret, Pete argues, is asking the right questions to uncover the expectations your client already has—and you just don't know about yet. We dive into how to have these crucial conversations upfront to align on goals and build a collaborative, transparent relationship from the very start.This episode is your blueprint for moving beyond vague promises and into a world of clear, confident communication. Tune in as Pete breaks down how mastering this skill will not only save you from headaches but also consistently help you deliver an exceptional experience that keeps clients coming back.Support the showScott SchlofmanMike Williams - Cell 801-635-7773 #sales #podcast #customerfirst #relationships #success #pipeline #funnel #sales success #selling #salescoach

What makes a gift feel truly unforgettable? Today I'm joined by Holly Hachman of Little Red Bird Gifts, who joins the show to share her journey of building a joyful, story-driven retail space. Inspired by her mother's love for shopping, Holly chose to focus on meaningful gifts over apparel, creating a warm, inviting shop. She opens up about the power of storytelling in retail, how it shapes customer experience, and the role of signature lines in connecting with shoppers. Resources:  Holly Hachman:  Website | Facebook | Instagram Join The Boutique Hub     Ashley Alderson: Instagram     The Boutique Hub: Website | Facebook | Instagram | Pinterest | TikTok | YouTube 

Bluboho grew from kitchen parties to six retail stores through human connection, customer intimacy, and strategic location planning. Today, it's one of Canada's most successful independently owned jewelry companies.For more on Bluboho and show notes click here.  Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

AI adoption is accelerating — and customer expectations are rising just as fast. Enterprises that lead in customer experience will be the ones that scale agentic AI across voice, video, digital, and chatbot channels — without losing accuracy, compliance, or trust. In this sponsored episode of The Modern Customer Podcast, I speak with Rishi Rana, CEO of Cyara, about how Cyara's AI-powered customer experience assurance platform helps enterprises continuously test, monitor, and validate every interaction before it reaches the customer. We cover: ✅ How to scale AI without sacrificing trust ✅ Building guardrails for compliance and transparency from day one ✅ Preventing silent failures that cost millions

Send us a textKen Hughes, known as The King of Customer Experience, joins Lara Schmoisman to share why connection—not product—is the ultimate differentiator in today's AI-driven world, and how brands can design loyalty that lasts.We'll talk about:Why products and services are now commodities—and why connection is your only real differentiatorThe “goldfish moment” every brand should be creating (and how to scale it)How Taylor Swift built one of the most loyal fandoms on earth—and what brands can learn from her playbookThe danger of “one-night-stand marketing” and the shift from transactional to relational thinkingWhy ROI isn't enough—and how to build with “desire to invest” insteadReal-life stories of brands going beyond expectations to create emotional loyaltyThe perfect balance of AI and human touch in customer experienceFor more information, visit Ken Hughes' LinkedIn.Subscribe to Lara's newsletter.Also, follow our host Lara Schmoisman on social media:Instagram: @laraschmoismanFacebook: @LaraSchmoismanSupport the show

On this episode, I welcome Mr. Mike Viane, a certified business and executive coach, to the Customers First Boardroom. With an impressive 30-year career in the movie industry, including roles at major studios like Warner Bros, Mike brings invaluable insights into the intersection of business acumen and storytelling. Currently, he's the owner of Focal Point Coaching, where he helps a range of clients—from executives to entrepreneurs—navigate growth and organizational reinvention. Mike has learned to work with various personality types in high-pressure environments and how to facilitate better communication and understanding among teams. He emphasizes the importance of authenticity and vulnerability in leadership, especially when striving for a positive work culture and improved guest experiences. One of the most striking concepts we discuss is tactical empathy, as popularized by Chris Voss in his book "Never Split the Difference." Mike explains how replacing judgment with curiosity in business interactions can lead to deeper understanding and better resolutions. He illustrates this approach with a real-life example involving movie theatre managers successfully de-escalating a tense situation with an unhappy guest by applying empathetic communication strategies. We dive into actionable insights as well, particularly the idea of Difference-Making Actions (DMAs). Mike passionately advocates for intentionality in our daily routines, urging listeners to set specific, measurable actions that align with their goals rather than simply getting caught up in reactive tasks. He discusses the importance of making these DMAs a priority at the start of each day, highlighting that small, intentional actions can cumulatively lead to significant personal and professional growth over time. Wrapping up our conversation, we touch on the concept of the "marathon mindset"—a theme that Mike encountered at a recent coaching conference. He outlines the four P's: purpose, preparation, pace, and perseverance, emphasizing how breaking down overwhelming goals into manageable steps can foster sustained progress and mitigate feelings of uncertainty. As we close, Mike leaves us with his core message about the power of focusing on our DMAs to set ourselves up for success. He encourages listeners to take actionable steps daily that contribute to a positive workplace culture and customer experience.   Mike's Contact Information: Website: https://michaelviane.focalpointcoaching.com LinkedIn: @michael-viane-105700195/   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdated mindset. They discuss why great marketing fails without great customer experience, how AI is reshaping market research, and why data alone isn't enough. Plus, hear how one brand drove real growth by putting experience first—and how you can apply the same strategies to your business. Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

To get more information about booking a consulting day with Vince, please do one of the following:Send a direct email to Vince to bypass his sales team: vince@gabrielefitness.comClick the link below and fill out the form:https://coaching.vincegabriele.com/ Podcast SummaryIn episode two of the Long Island Gym Tour, Vince visits a gym owner facing one of the toughest challenges in business—having to move his entire operation after 12 years, relocating nearly 600 members on short notice. Despite incomplete renovations and other gyms trying to poach his clients, the owner's strong relational equity has kept members paying, even without access to the facility. Vince breaks down strategies to not only survive such disruptions but also boost revenue by increasing the percentage of higher-paying memberships. He shares specific tactics for upselling current members, improving onboarding processes for new members, and maintaining communication during downtime to keep clients engaged and loyal. Top 5 PointsRelational Equity is Survival Insurance – Build deep relationships with clients and staff so that in times of crisis, members stay committed and supportive.Track Membership Level Ratios – Measure the percentage of clients on higher-value memberships and create goals to increase that share.Upsell Current Clients – Offer existing members upgrades (e.g., from basic to class memberships) through targeted promotions and trial periods.Optimize Onboarding – Give every new member access to your highest-value services for the first month so they experience your best offering upfront.Maintain a Communication Pulse – Regularly update inactive or on-hold members with construction progress, news, and personal touchpoints to keep them connected to your business. To get more information about booking a consulting day with Vince, please do one of the following:Send a direct email to Vince to bypass his sales team: vince@gabrielefitness.comClick the link below and fill out the form:https://coaching.vincegabriele.com/ If you're a gym owner seeking answers on how you can grow your gym, make more money, and have more freedom to do what you love, visit www.vincegabriele.com or book a call by CLICKING HERE!

Industrial Talk is talking to Paula Courtney, President and CEO of The Verde Group about "Eliminating Strategic Blind Spots". Scott Mackenzie hosts Paula Courtney from the Verde Group on the Industrial Talk Podcast to discuss customer experience insights and their role in growing and protecting revenue. Paula emphasizes the importance of understanding customer pain points and avoiding vanity metrics like "how much do you love us" surveys. The Verde Group uses AI to analyze unstructured data quickly, helping clients like a large retailer gain $350 million in revenue. Paula highlights the need for effective change management and continuous monitoring to address customer issues and improve business performance. She also discusses the challenges of incentivizing customer participation in surveys and the impact of AI on market research. Action Items [ ] Explore how the Verde Group's approach to voice of customer insights could benefit your organization in protecting and growing revenue. [ ] Reach out to Paula Courtney on LinkedIn or visit the Verde Group website to subscribe to their monthly newsletter. Outline Introduction and Welcome Scott MacKenzie introduces the Industrial Talk Podcast, emphasizing its focus on industry professionals and innovations. Scott welcomes listeners and highlights the importance of celebrating industry professionals who solve problems and innovate. Scott introduces Paula Courtney from the Verde Group, who specializes in eliminating strategic blind spots using customer experience insights. Scott emphasizes the importance of listening to customers and analyzing their feedback to grow and protect revenue. Discussion on Customer Experience and Revenue Protection Scott and Paula discuss the importance of listening to customers and analyzing their feedback to protect and grow revenue. Scott shares his thoughts on the need to inspire the next generation of leaders in the industry. Scott emphasizes the importance of making industry messages more entertaining and engaging to attract younger audiences. Paula explains the Verde Group's approach to helping clients protect and grow revenue through voice of customer insights. Paula's Background and Verde Group Overview Paula provides a brief background on herself and the Verde Group, a global market research consultancy. The Verde Group helps clients protect and grow revenue by identifying blind spots in customer experiences. Paula explains the broad range of industries the Verde Group works with, including financial services, agriculture, and retail. Scott and Paula discuss the importance of understanding customer needs and expectations to improve business performance. Challenges in Customer Research and Data Analysis Paula explains the challenges of conducting customer research and the importance of asking the right questions. The Verde Group avoids vanity metrics like "how much do you love us" surveys and focuses on identifying real customer problems. Paula discusses the importance of using customer language in surveys to get accurate responses. Scott and Paula talk about the declining response rates to customer surveys and the need to incentivize participation. Incentivizing Customer Participation and Data Collection Paula shares various techniques for incentivizing customer participation in surveys, such as financial...