Podcasts about Customer satisfaction

Like the show? Show your support by using our sponsors.Promotive can help you find your dream job. Touch HERE to see open jobs.Need to update your shop systems and software? Try Tekmetric HEREIn this episode, Jeff and fellow Canadian shop owner Mike Pereira discuss industry challenges, such as the flat-rate pay system at dealerships, emphasizing how it discourages teamwork and impacts job satisfaction. Both Jeff and Mike highlight the importance of ongoing technical and business training in today's rapidly changing industry and discuss the need for better collaboration and transparency among local shop owners.00:00 Some Sports Take WAYYYY Too Long10:25 Unfair Work Distribution Observed11:50 Turn Up the Radio Solution16:02 Flat Rate Challenges in Learning22:29 Shared Experiences in the Industry30:46 "Highly Recommend Brian's Class"34:48 Valuing Time Over Money38:23 Supportive Owners Embrace Change45:26 Selective Customer Intake Strategy49:10 Evaluating Vehicle Part Quality57:10 Car Enthusiast's Euro Car Insights01:01:08 Unfair Work Conditions at Dealership01:05:20 Proactive Work Culture Insights01:08:18 Training Adjustments at Work01:18:02 Digital Tread & Rotor Measurement01:20:28 Vehicle Inspection Photo Transparency01:25:41 Trust Car Claims Carefully01:30:41 Focus on Business Skills, Not Tech Follow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232

Today's guest is Carolene Méli, a ghostwriter for live entertainment executives and whose career has been anything but predictable.She started out studying nutrition, but what followed was a 20-year adventure in the live entertainment world. Carolene spent 11 of those years as the Guest Experience Manager of VIP Experiences at Cirque du Soleil, traveling to 17 countries, managing six different shows, and creating magical behind-the-scenes moments for audiences across the globe.Then—like so many of us—the pandemic flipped everything upside down.Carolene gets real about what it was like to lose a job she loved, face the uncertainty of solopreneurship, and navigate the deeply humbling moment of asking her parents for financial help. But her story doesn't stop there. With the help of therapy, community, and a ghostwriting mastermind, she found her footing again—this time, by helping top-tier execs in entertainment shape their personal brand and voice on LinkedIn.If you've ever had to rebuild, reroute, or reinvent yourself completely, this one's for you. Carolene's story is packed with honesty, courage, and the kind of hope you might need to hear right now.Episode TakeawaysCarolene Méli unique career journey from nutrition to ghostwritingHer 11-year experience with Cirque du Soleil and the leadership and storytelling skills she developedThe impact of the pandemic on her career and the pivot to solopreneurshipThe emotional and financial challenges that come with starting over—especially asking for helpThe role of therapy in her healing and professional rebirthHow community and collaboration (like a ghostwriting mastermind) helped her growLessons in resilience, reinvention, and letting go of "shoulds"Why personal branding matters, especially for execs in creative industriesConnect with CaroleneLinkedIn: https://www.linkedin.com/in/carolenemeli/ Thanks for listening to The Career Flipper!If you enjoyed this episode, let's spread the word! Share it with a friend, subscribe, and leave a review—it helps other career flippers find the show.Let's Stay Connected:Join the community: thecareerflipper.comTikTok: @thecareerflipperInstagram: @thecareerflipperpodGot a career flip story? I'd love to hear it—and maybe even have you on the podcast! Whether you've completed your flip, are just starting, or are in the thick of it, submit your story here: https://www.thecareerflipper.com Want to support the show?Looking for a speaker? I'd love to talk about career changes at your next event.Collaborate through sponsorships or affiliates! Let's work together.Email me: hello@thecareerflipper.comCheck Out My Customer Service CoursesBefore my career flip, I led customer experience teams and created online courses that have helped over 12,000 students worldwide. Whether you're switching to customer service or sharpening your skills to run your own business, these courses are packed with practical tips. Learn more at thecareerflipper.com/courses.Other Ways to Get Involved:Buy me a coffee!Explore my furniture flipsMusic CreditsSeason 1: Intro and outro music by audionautix.com. Season 2: Intro and outro original music by Jenny Dempsey, recorded in a home studio.What's the best that could happen?

How do you build a high-performance culture without turning your company into the Hunger Games? Reed Hastings, co-founder and former CEO of Netflix, shares lessons from a career spent rewriting the rules—from severance as a management tool to “big-hearted champions who pick up the trash.” In this episode, he reveals how Netflix scaled trust, made bold bets before the data was in, and kept its edge by treating employees like adults—not assets. You'll hear how Hastings evaluates talent beyond the interview, the reason he avoids performance improvement plans, and what most leaders misunderstand about judgment, feedback, and innovation.  You'll also hear why he placed a $100 million bet on House of Cards with no pilot, how Drive to Survive changed an entire sport, and why Squid Game caught even Netflix by surprise.  Now focused on a new chapter—owning a ski mountain, reshaping education through AI tutors, and supporting charter schools—Hastings is still doing what he does best: building systems that scale culture, not just product.  If you care about performance without politics—or culture without the clichés—this is a blueprint from one of the clearest thinkers in modern business.  Approximate timestamps: Subject to variation due to dynamically inserted ads: (3:09) Powder Mountain, Skiing Industry, & Buying a Mountain (6:36) Setting Culture in an Organization (9:21) Hiring Process and Evaluating Candidates (14:24) Netflix's 2009 Slide Deck Release (16:26) Talent Density and Performance Culture (17:59) Loyalty and Team Building (19:56) Severance Packages (22:17) Process Vs. Innovation (24:21) Preventing Bureaucracy from Creeping In (25:46) Identifying and Nurturing Good Judgment (26:40) Transition from CEO to Board Member (27:37) Competitive Landscape of Online Streaming (29:18) Role of Netflix in Driving Industry Interest (31:25) Handling Controversy: The Dave Chappelle Case (33:59) Inclusiveness and DEI in the Workplace (35:10) Customer Satisfaction and Operating Income (36:06) Decision Making in Content Acquisition: House of Cards (37:28) Creating vs Buying Content (38:46) Data Collection and User Preferences (40:32) AI in Netflix and Personal Use (42:33) AI in Education (45:12) Charter Schools and Importance of Education (48:07) Charter Schools and Government Control (52:34) Misconceptions and Personal Projects (53:25) Admiration for Bill Gates (55:04) Work-Life Integration (56:59) Reflections on Career and Obsession (59:12) The Netflix Keeper Test (1:00:38) Learning from Past Experiences at Pure Software (1:02:27) Challenges and Regrets at Pure Software (1:03:38) Role of the Board in Founder-led Companies (1:04:49) Venture Capital Experiences and Insights (1:05:31) Defining Moments and Openness to New Experiences (1:06:14) First Product Excitement: The Foot Mouse (1:07:19) Definition of Success Thanks to our sponsors for supporting this episode: NORDVPN: To get the best discount off your NordVPN plan go to ⁠⁠nordvpn.com/KNOWLEDGEPROJECT⁠. Our link will also give you 4 extra months on the 2-year plan. There's no risk with Nord's 30 day money-back guarantee! MOMENTOUS: Head to https://www.livemomentous.com and use code KNOWLEDGEPROJECT for 35% off your first subscription. Newsletter - The Brain Food newsletter delivers actionable insights and thoughtful ideas every Sunday. It takes 5 minutes to read, and it's completely free. Learn more and sign up at ⁠⁠⁠fs.blog/newsletter⁠⁠⁠ Upgrade — If you want to hear my thoughts and reflections at the end of the episode, join our membership: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠fs.blog/membership⁠⁠⁠⁠⁠ and get your own private feed. Watch on YouTube: ⁠⁠⁠@tkppodcast Learn more about your ad choices. Visit megaphone.fm/adchoices

Your customer says they're “satisfied.” So why didn't they come back? Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT).  She explains how CSAT became the standard, why it made sense in the past, yet no longer reflects what creates true customer loyalty today. “Satisfied” usually means nothing went wrong—but that's not enough to earn retention, repeat purchases, or referrals. If CSAT is still guiding your strategy, this episode will show you what it's missing—and what to measure instead. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

In this episode, Adrian Palmer, professor of marketing at Henley Business School, discusses his research, published in IJRM, on anticipation in consumer behavior. He focuses on the often-overlooked period between the moment of purchase and the experience of the product or service. This "anticipation effect" plays a significant role in shaping customer satisfaction and overall perception. Palmer shares insights into the cognitive and emotional processes at play during this time and explains how marketers can strategically leverage anticipation to enhance the customer experience.

Where do empathy and compassion impact corporate profits, employee experience, and customer satisfaction? In healthcare, and yes, in your industry, no matter what it is, it starts at the local level, as my guest today shares. Today, Geoffrey Smith and I talk about his journey as an employee experience professional in healthcare, but how he didn't really understand his work or purpose until he saw it through the patient's eyes during his wife's cancer battle, and how the power of human connection relates to patient and customer outcomes. Geoffrey shares why annual employee pulse surveys are not the most actionable, and instead create more continual feedback loops to identify high-performing leaders and teams at the local level so you can replicate their actions and achieve company-wide engagement. He offers practical examples of how busy leaders can check in with employees and achieve measurable results. To access the episode transcript, please search for the episode title at www.TheEmpathyEdge.comKey Takeaways:Innovation happens in big and small ways. You can change someone's life with low-tech solutions that only require being present in the moment.Employee engagement is a local phenomenon. It's not an organizational metric, it's a team metric - where the work happens.Checking in with your employees weekly doubles the engagement of checking in monthly. Measuring team by team in real time will allow you to know where your teams are shining and where they are struggling. "Keep your eyes open and stay authentically present, because you never know when those small moments are going to change everything." — Geoffrey SmithFrom Our Partner:SparkEffect partners with organizations to unlock the full potential of their greatest asset: their people. Through their tailored assessments and expert coaching at every level, SparkEffect helps organizations manage change, sustain growth, and chart a path to a brighter future.Go to sparkeffect.com/edge now and download your complimentary Professional and Organizational Alignment Review today.About Geoffrey Smith, Chief Mo-ment OfficerGeoffrey leverages a diverse 25+ year career in Human Capital Management, specializing in employee engagement, leadership development, and culture change initiatives in the workplace. His journey has ranged from working for the corporate industry leader to building his entrepreneurial start-up from the ground up. Currently, he supports innovative employee/patient/caregiver/human experience leaders, nurse and clinician entrepreneurs, and hospital administration, consulting them on modernized people and talent activation strategies to make a true impact on those who both provide and receive care.Geoffrey also hosts the Mo-ments of Experience podcast on the People Forward Network. Inspired by his faithful 14-year-old beagle Mo, whose unwavering spirit and love lifted his family during challenging times, the Mo-ments of Experience podcast highlights the meaningful Mo-ments that shape us, move, and inspire us to pursue our purpose.Connect with Geoffrey:Mo-ments of Experience, LLC: mo-mentsofexperience.com LinkedIn: linkedin.com/in/geoffreypsmith Connect with Maria:Get Maria's books on empathy: Red-Slice.com/booksLearn more about Maria's work: Red-Slice.comHire Maria to speak: Red-Slice.com/Speaker-Maria-RossTake the LinkedIn Learning Course! Leading with EmpathyLinkedIn: Maria RossInstagram: @redslicemariaFacebook: Red SliceThreads: @redslicemariaWe would love to get your thoughts on the show! Please click https://bit.ly/edge-feedback to take this 5-minute survey, thanks!

Is customer experience still a true brand differentiator—or has it lost momentum? Across industries, customer experience (CX) is under pressure. While many companies claim to put customers first, the reality often tells a different story: broken systems, disconnected teams, and blurred ownership are hindering meaningful progress. Stacy Sherman and guest Sean Albertson take a direct look at what's going wrong and offer a path forward with clear, practical steps leaders can apply now. They also introduce a new CX community—created to connect professionals, exchange ideas, and reinforce the value of customer experience as a core business discipline. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

In this engaging conversation, Sean and Catherine discuss their recent experiences with home improvement projects, the importance of customer service, and the value of communication in building strong client relationships. They share personal anecdotes about their hobbies, including yard work and gardening, and reflect on the significance of going the extra mile in service. The discussion also highlights the necessity of asking for reviews to enhance business visibility and reputation. In this conversation, Sean and Catherine discuss the importance of going above and beyond for clients in various service industries, emphasizing the significance of communication, setting expectations, and the impact of customer reviews. They share personal anecdotes from their experiences in landscaping and food service, highlighting how thoughtful gestures can enhance client satisfaction. The discussion also touches on the necessity of tracking services and the role of consumer expectations in shaping experiences. Ultimately, they conclude that effective communication and a commitment to over-delivering are essential for success in any service-oriented business.

Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

In this episode, Braxton Critcher shares the latest news from the automotive repair industry. He discusses a new tax bill passed by the House Ways and Means Committee that offers significant benefits to repair shops and small businesses, including a permanent 23% income deduction and relief on equipment investments. Braxton also highlights the unusual situation of one Brooklyn repair shop, which received hundreds of 311 complaints from a single individual over minor sidewalk infractions, prompting community support for the business. Finally, he spotlights Christian Brothers Automotive for being ranked number one in customer satisfaction by the J.D. Power Aftermarket Success Index for the sixth consecutive year.

Don't Miss SPF Live at My Gym in NJ on July 18th and 19th!https://events.vincegabriele.com/july2025 In this episode of the Ask Vince Podcast, Vince keeps it real, sharing no-nonsense insights that every fitness business owner needs to hear. He kicks off by spotlighting the upcoming Mastermind Event on July 18th and 19th at Gabriele Fitness—a game-changing experience designed to help you maximize your gym's revenue, keep clients longer, and build a rock-solid community.But this episode isn't just about making money—it's about mindset, accountability, and making your health a priority. Whether you're crushing it or barely keeping your head above water, Vince's honest, straight-talk approach will hit home. Key Topics Discussed:1. Mastermind Event Announcement:Vince breaks down what you can expect at the event, including powerful strategies for increasing your gym's lifetime customer value. If you're serious about your business, this is a can't-miss opportunity. 2. Understanding Lifetime Customer Value (LCV):Vince gets into the nitty-gritty of how to boost your revenue through three main drivers:Stay Longer: Proven ways to keep your clients coming back.Pay More: Smart pricing strategies that don't scare clients away.Refer More: How to turn your happiest clients into your biggest advocates. 3. The Power of Accountability:You don't need more yes-men. You need friends who aren't afraid to call you out when you're slacking. Vince talks about the value of having people in your life who keep you honest—whether it's about your business or your personal health. 4. Health as an Asset or Liability:Vince pulls no punches as he explains why business owners often let their health fall apart and how this can destroy your success. It's a wake-up call for anyone who thinks they can “figure it out later. 5. Value Over Price:Stop fixating on what you charge—start obsessing over the value you deliver. Vince shares how creating memorable experiences and personalized touches can keep clients around for years. Don't Miss SPF Live at My Gym in NJ on July 18th and 19th!https://events.vincegabriele.com/july2025  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!

In this episode, I speak to Jody Appolis, airport engineer who heads NACO's business development unit in sub-Saharan Africa and Adam Ekman Pedersen who is Airport Commerce and customer experience lead. Supported by the infographic below, we are focused on African airports and the hot topic of non-aeronautical revenues. We look at how Africa compares to the global average and discuss some potential solutions to address this. Together, we discuss: The difference between aeronautical and non-aeronautical revenues How does Africa compare to the global average in terms of the ratio between the two?  Does the overperformance of duty-free in Africa indicate a lack of decent alternative shopping or simply a compelling duty-free offering?  How can the retail offering be improved and what role does the customer experience play in developing non-aeronautical revenues?  How do we cater for Gen Z travellers and their preferences? CONNECT WITH JODY CONNECT WITH ADAM  

Returning guest Rich Mironov is a B2B product management legend, long-time blogger and author of "The Art of Product Management". He's recently moved to Portugal to sample the best of European product culture, and is currently actively coaching and mentoring product leaders. His goal is to help them understand what business leaders really care about and ensure that they make an impact by speaking the same language as the rest of the executive suite. Episode highlights: 1. No one in the leadership team cares about how products are made; they care about making money We product people can often be so in love with our craft and our terminology that we forget that no one else wants to hear it. We need to craft a narrative that moves beyond esoteric, fuzzy concepts about delight and happiness. These are important, but not as important to the leadership team as how those things make money for the company. We need to get off our high horses and meet our stakeholders where they are, just like we would with our users. 2. Product Managers need to know how their product and their company make money Too many product managers are not aware of how their company makes money, how things are priced and packaged, and the effect that this will have on the types of decisions they can make. We need to up our game when it comes to financial literacy and understand the growth levers that we can pull if we want to have an impact at the top level. 3. It's important to build internal coalitions to get support early, rather than being the one person who dissents It's always hard when there's a seemingly blockbuster deal on the table that has big revenue numbers attached, but is going to derail the roadmap for months. It's important to understand the positions of other non-product stakeholders and get their buy-in so that you're not the only person against the deal. Make sure you build bridges with your colleagues and go in with a united front. 4. Learn to tell "Money Stories" to get alignment around your roadmap and calculate the true cost of trade-offs There are four different types of money stories: Cost savings, Upselling, New Market and Customer Satisfaction. These all use simple heuristics to sense-check the revenue impact of any initiative. Product people can get obsessed with accuracy, but your colleagues are guesstimating all their numbers, so get comfortable with directionally correct numbers. You can still make prioritisation debates clearer by "counting the digits" or comparing orders of magnitude. 5. Organisational context is everything, so you need to understand it There are big differences between how Private Equity-funded and Venture Capital-funded startups work. They have different timeframes, different goals and, ultimately, a different mindset. There's no right or wrong here, simply an acknowledgement that your company's investment context will dramatically impact the types of decisions the leadership team will make. If you know this context, it can help you make better decisions (as well as decide whether it's the type of company you want to work for) Check out Rich's essay "Business Cases are Stories about Money" Rich's original essay, which has led to conference talks as well as this interview, can be found here: https://www.mironov.com/moneystories/ Buy "The Art of Product Management (2nd edition)" "The Art of Product Management takes us inside the head of a product management thought leader. With color and humor, Rich Mironov gives us a taste of Silicon Valley's tireless pursuit of great technology and its creation of new products. He provides strategic advice to product managers and tech professionals about start-ups, big organizations, how to think like a customer, and what things should cost. He also reminds us to love our products and our teams." Check it out on Amazon: https://www.amazon.co.uk/Art-Product-Management-Second-Innovator-ebook/dp/B0CVL45F36. Contact Rich You can catch up with Rich on LinkedIn: https://www.linkedin.com/in/richmironov/. Or check out his website: https://mironov.com.

Executive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they're often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership experience and an eye-opening conversation with Pablo Payet, Customer Experience and Success Specialist at Granicus. You'll hear a real story of a customer with seven unresolved tickets and the internal scramble that followed—plus how to build CX frameworks that create consistency, ownership, and trust at scale. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

In this episode, join Tim Ernest, Senior Manager, Customer Parts, Toyota and Matt Ver Meer, Vice President, Operations, DHL Supply Chain as they discuss a customer-centric approach, insights into after-hours delivery, white glove service and our Carrier of the Year award.  

What if the way you measure customer support is setting your team up to fail? What if prioritizing speed is costing you real relationships? And what if the real customer experience (CX) advantage isn't more tech, but a culture where teams are actually happy to help? In this episode, Stacy Sherman and Priscilla Brooke share bold strategies to move beyond reactive service and redefine it as true customer success. You'll learn how to use employee well-being as a KPI, foster cross-functional collaboration, and implement AI in ways that enhance—not replace—your team's impact. If you're serious about creating loyalty—not just closing tickets—this conversation will change how you lead.  Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

Switching Shop Management Systems isn't as hard as you think! Give Shop Controller a try HEREIf your DVI isn't certified, you're losing customers! Get a FREE certification when you touch HERE!In this episode, you'll get to meet Tekmetric's new COO! Lauren Langston shares her journey from a software-focused background to joining the automotive industry, emphasizing her desire to deliver better technology tailored to the auto repair industry. Braxton and Lauren also get into the trust gap between consumers and auto repair shops, highlighting how transparency and the right technology can help bridge that divide. 00:00 Vertical SaaS in Professional Services04:02 Consumer Distrust in Auto Repair09:13 Enhancing Customer Trust Through Tech12:06 Tekmetric's Brand and Founder Impact14:59 Managing Tech Change in Business20:19 "Founders Drive Continuous Innovation"21:10 Tekmetric's Next-Level Customer Focus24:25 "Aligning Customer Needs with Offerings"27:47 Auto Industry's Vast Opportunities31:46 Building Tech with Industry Experts

In this episode, Braxton Critcher covers some of the most pressing developments in the automotive repair industry. He highlights SEMA's recent appeal to President Trump for a transition period before new tariffs impact US automotive parts manufacturers. Braxton also discusses controversial bills in Missouri that could exempt many newer vehicles from safety inspections. Finally, he covers Hyundai's adjustments to their Assurance Program in response to looming auto tariffs. All that an more on today's episode!00:00 Manufacturers Seek Tariff Transition Period03:51 Missouri Vehicle Inspection Debate08:15 SEMA Registration Opens Next Week

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

AI voice agents are already on the front lines — answering calls, switching languages, and gathering insights from every interaction. But automation alone won't deliver great customer experiences (CX). The key is doing it right. In this episode of Doing CX Right, Stacy Sherman and Richard Lin, CEO of Anyreach, explore how to deploy voice AI with transparency, personalize at scale, and prepare for a future where AI isn't just assisting humans — it's talking to other AI. Because the real ROI isn't in automation alone — it's in how you design the experience. Smart choices turn AI from a cost-saver into a brand-builder Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

summary In this episode, Denise Thompson and John DiJulius discuss the importance of creating a zero-risk environment in customer service. They share personal experiences and examples from companies like Warby Parker and Amazon, emphasizing the need for businesses to anticipate service failures and empower employees to resolve issues effectively. The conversation also covers strategies for training staff, handling customer complaints, and the significance of service recovery in building customer loyalty.   takeaways Zero risk means making it easy for customers to do business. Companies can screw up but must make it right. Anticipating where service failures occur is crucial. Empowering employees leads to better customer satisfaction. Training should focus on common service failure points. Listening to customers is key to resolving complaints. Service recovery can enhance customer loyalty. Celebrating employee successes in customer service is important. Feedback from customers should be documented and analyzed. Understanding customer needs goes beyond their literal questions. Chapters 00:00Introduction to Customer Service Excellence 02:15Understanding Zero Risk Companies 05:51Identifying Common Service Failures 12:21Empowering Employees for Customer Satisfaction 16:03Implementing Effective Recovery Strategies 21:44Learning from Customer Feedback and Complaints Links:  2025 Livestream Workshops, Zero Risk Register now! https://thedijuliusgroup.com/livestream-2025/ Presentation Skills Workshop https://thedijuliusgroup.com/project/presentation-skills/ Sign up for our Weekly E-Service Newsletter: https://thedijuliusgroup.com/event-form/newsletter/  The DiJulius Group https://thedijuliusgroup.com  Customer Experience Executive Academy https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy https://thedijuliusgroup.com/project/exea/ Our new best-selling book, The Employee Experience Revolution https://thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale/  Schedule a call to learn more about The DiJulius Group Consulting and Training    tdg.click/claudia Follow and Review: We'd love for you to subscribe and follow us if you haven't yet! John DiJulius is considered "The Authority" on customer experience.  His keynote presentations have motivated and inspired audiences from Entrepreneurs Organization, YPO, Nestle and Marriott to Chick-Fil-A and many more.  His real life stories are lessons long remembered by attendees.  Learn more about John and how to book him for your next event at:  https://johndijulius.com/ The DiJulius Group provides Customer Service content, education, consulting, and training, to ensure our clients become the brand their customers and employees cannot live without.   If you want happy employees, happy customers and happy shareholders, connect with us: Facebook: https://www.facebook.com/thedijuliusgroup LinkedIn: https://www.linkedin.com/company/the-dijulius-group/

For the very best in staff training and retention advisory services for hospitality businesses in the Burlington, MA area, work with Avery Restaurant Consulting! More details at https://www.averyrestaurantconsulting.com/training-retention/ Avery Restaurant Consulting City: Reading Address: Reading, MA Website: https://www.averyrestaurantconsulting.com

Today on The Career Flipper, host Jenny Dempsey is chatting with Michael Mattson, whose career journey is a perfect example of how small, intentional shifts can lead to massive transformations. Michael started out as a mail carrier, delivering letters door to door—and yes, getting to pet all the dogs along the way! But beyond the friendly pups, he saw firsthand the importance of both customer and employee experience, which set him on a path of discovery and career growth.With a high-empathy mindset, Michael made small leaps that took him from the frontlines of the postal service into a corporate customer experience role, and eventually across the country to become the Manager of Customer Experience for a global organization. He now also serves on advisory boards for multiple CX organizations, helping shape the future of the field.In this episode, we dive into:The power of mentorship and why you shouldn't be afraid to lean on your networkWhy employee experience matters just as much as customer experienceThe importance of finding the right workplace culture for long-term happinessHow small, calculated risks can open unexpected doorsThe delicate balance between career ambitions and personal passions—and why Michael chose to keep photography as a creative outlet rather than a jobHow embracing vulnerability at work can strengthen professional relationshipsMichael's story is a reminder that career changes don't have to happen all at once—sometimes, it's the little shifts that add up to something big.Connect with Michael

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 through this

A preview of next week's exploration of the Net Promoter Score (NPS), the single-question metric that helps businesses predict growth through customer loyalty. We'll uncover who created it, why it's widely used, and how different companies implement this powerful tool.• Net Promoter Score revolves around one question about customers' likelihood to recommend• Various companies use different names for NPS (ESQI at Enterprise, LTR elsewhere)• The metric provides a quick snapshot of whether a business is heading toward growth• Next week's full episode will explain who created NPS and why it's become so important• Understanding NPS helps businesses gain valuable customer loyalty insightsCome back next Wednesday for our complete breakdown of the Net Promoter Score and discover why this simple metric has transformed how businesses measure customer satisfaction.Support the show► Subscribe to The Scott Townsend Show YouTube channel --- https://bit.ly/3iV8sOTThe Scott Townsend Show Merchandise https://teespring.com/stores/tsts-2Resources and Links--------------------------------------------My contact info:LinkedIn https://bit.ly/2ZZ4qweTwitter https://bit.ly/3enLDQaFacebook https://bit.ly/2Od4ItOInstagram https://bit.ly/2ClncWlSend me a text: 918-397-0327Executive Producer: Ben TownsendCreative Consultant: Matthew Blue TownsendShot with a 1080P Webcam with Microphone, https://amzn.to/32gfgAuSamson Technologies Q2U USB/XLR Dynamic Microphone Recording and Podcasting Pack https://amzn.to/3TIbACeVoice Actor: Britney McCulloughLogo by Angie Jordan https://blog.angiejordan.com/contact/Theme Song by Androzguitar https://www.fiverr.com/inbox/androzguitar

Right About Now with Ryan AlfordJoin media personality and marketing expert Ryan Alford as he dives into dynamic conversations with top entrepreneurs, marketers, and influencers. "Right About Now" brings you actionable insights on business, marketing, and personal branding, helping you stay ahead in today's fast-paced digital world. Whether it's exploring how character and charisma can make millions or unveiling the strategies behind viral success, Ryan delivers a fresh perspective with every episode. Perfect for anyone looking to elevate their business game and unlock their full potential.Resources:Right About Now NewsletterFree Podcast Monetization CourseJoin The NetworkFollow Us On InstagramSubscribe To Our Youtube ChannelVibe Science MediaSUMMARYIn this special episode, industry experts share key strategies for business success, focusing on category design, product development, company culture, and competitive advantage. Listeners will gain actionable insights into building strong brands, simplifying communication, and raising capital for new ventures.TAKEAWAYSImportance of category design in business successThe "magic triangle" concept: company design, product design, and category designClarity and honesty in communication for effective marketingUnderstanding customer problems and positioning products as solutionsThe significance of building a strong brand for long-term successEmotional connections in marketing and their impact on purchasing decisionsStrategies for capital raising and understanding investor typesThe balance between profitability and revenue growthThe role of social media in modern marketing and personal brandingThe necessity of planning and execution in achieving business goals If you enjoyed this episode and want to learn more, join Ryan's newsletter https://ryanalford.com/newsletter/ to get Ferrari level advice daily for FREE. Learn how to build a 7 figure business from your personal brand by signing up for a FREE introduction to personal branding https://ryanalford.com/personalbranding. Learn more by visiting our website at www.ryanisright.comSubscribe to our YouTube channel www.youtube.com/@RightAboutNowwithRyanAlford.

What exactly makes Nordstrom's customer service truly legendary? Join Stacy Sherman and retail expert Robert Spector as they reveal the simple, repeatable tactics behind Nordstrom's success. You'll learn how they turn employees into brand ambassadors, build lasting customer relationships, and seamlessly blend digital with in-store experiences. Discover the specific strategies that set them apart, from personalizing service at scale to using AI without losing the human touch. Plus, gain actionable insights on measuring CX effectively to win customer trust, drive loyalty, and boost sales. This episode is a true masterclass in running a business the Nordstrom way. If you're serious about Doing CX Right, this is a must-listen! Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

In this episode of the Customer Service Revolution podcast, John DiJulius and Denise Thompson explore the critical aspects of customer experience, emphasizing the importance of value over price, the role of personalization, and the need for businesses to create a culture of service excellence. They discuss various case studies, including airlines and Starbucks, to illustrate how customer service can make or break a brand. The conversation highlights the significance of making customers feel important and the impact of training and culture on employee performance. Takeaways Elective medical services prioritize patient experience due to competition on value. Competing on price can lead to poor customer outcomes, especially in critical services. Spirit Airlines poor customer service practices. Southwest Airlines maintains a strong service culture despite industry challenges. Starbucks has faced challenges in maintaining its customer experience focus post-pandemic. Speed of service should not compromise the quality of customer interactions. Creating a culture of service excellence can dramatically improve customer experience. Every customer interaction is an opportunity to seize the moment and enhance experience. Personalization in communication is key to customer satisfaction. Listening with your eyes and making customers feel important is essential for service excellence.   Follow John on Facebook:  https://www.facebook.com/thedijuliusgroup/ LinkedIn:  https://www.linkedin.com/company/the-dijulius-group/ YouTube:  https://www.youtube.com/@dijuliusgroup Instagram:  https://www.instagram.com/johnrobertdijulius/ Subscribe to The DiJulius Group blog:  tdg.click/eservice

In this episode of Grow a Small Business, host Troy Trewin interviews Janelle Jarman, founder of Wells Home Maintenance, shares her inspiring journey from starting with $50K to achieving $2.8M revenue and leading a team of 39. Specializing in home and aged care services, Janelle highlights the power of communication and customer satisfaction in driving growth. She discusses her challenges in managing staff and scaling operations sustainably. Tune in to learn about her innovative marketing strategies and how she created a business that empowers employees and delights clients. 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? According to Janelle Jarman, the hardest thing in growing a small business is managing people. She emphasizes that dealing with staff-related challenges, such as hiring the right individuals and meeting client expectations as the business scales, has been one of the most demanding aspects of her journey. What's your favourite business book that has helped you the most? Janelle Jarman's favorite business book is Extreme Ownership by Jocko Willink and Leif Babin. She appreciates its lessons on accountability, leadership, and taking full responsibility, which have greatly influenced her approach to managing and growing her business. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Janelle Jarman recommends using Audible for professional development, as it allows her to listen to books and learn on the go. She values utilizing downtime, such as driving or walking, to invest in continuous learning and growth. What tool or resource would you recommend to grow a small business? Janelle Jarman advises focusing on foundational elements like proper HR systems and safety setups. She emphasizes the importance of starting with the right insurance and resources to create a strong and reliable business structure. What advice would you give yourself on day one of starting out in business? Janelle Jarman's advice to herself on day one of starting out in business would be: "Don't worry about what people think of you. Just do it and follow your gut, because your gut is right." She also wishes she had started her journey 10 years earlier. 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: Communication is the key to any relationship, whether with clients or team members – Janelle Jarman Strong foundations in HR and safety are the backbone of a growing business – Janelle Jarman Success is watching your team grow in confidence and self-worth – Janelle Jarman  

Are you measuring the right metrics, or are you stuck chasing short-term wins that don't translate into lasting customer relationships? Stacy Sherman sits down with Neil Hoyne, Google's Chief Strategist and author of Converted, to discuss why businesses fail to truly understand their customers—and how to fix it. This episode breaks down practical ways to identify high-value customers, shift from transactional thinking to long-term loyalty, and use data to strengthen relationships, not just track clicks. If your business is chasing quick conversions instead of long-term growth, it's time for a shift. Prioritizing strong customer relationships is the key to sustainable success and elevated results. Learn more: . 

Like the show? Show your support by using our sponsors.Promotive can help you find your dream job, or help you hire. Touch HERE for more.Need to update your shop systems and software? Try Tekmetric HEREIn this episode, Jeff welcomes Eric Pierce AKA Drac from TikTok. Eric shares his journey through the dealership, highlighting his challenges with management and the lack of adequate compensation, despite the high door rate. He also talks about the physical toll of the job after his motorcycle accident, which led to pursuing a different role with Lime Scooters. 00:00 TikTok Algorithm and Life Updates11:10 Tech Apprenticeship Shift31:46 Refusing Service: A Mechanic's Stand35:01 Commission for Service Advisors, Not Techs52:09 Unmotivated Employee Struggles to Learn56:39 Teeth Misalignment and Workshop Support01:05:12 Neglected Car Battery Causes Issues01:23:09 Easier Work Than Auto Mechanic01:27:11 Career Reflections: The Grind Culture01:44:01 Misunderstandings, Not Ripoffs, in Auto Repairs01:53:07 Government Mandates on Vehicle Efficiency01:58:31 "Online Dogpiling Concerns"02:06:18 Technicians, Not Malicious, Often Exploited Follow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232

Most companies react to complaints after the damage is done. The best ones don't just fix issues—they predict and prevent them. In this episode, Stacy Sherman and Sid Banerjee, Medallia's Chief Strategy Officer, explore how AI-driven predictive customer experience helps businesses detect early warning signs, resolve issues before they escalate, and improve CX without waiting for complaints. Learn why traditional metrics fall short, how AI reveals hidden risks, and why automation is reshaping business success. Stop fixing. Start predicting. Because great experiences aren't reactive—they're anticipated. Learn more at Want to dive deeper into the future of CX? Join Stacy Sherman at Medallia Experience '25 to gain cutting-edge CX strategies and connect with industry leaders. Learn more     

Today on our show, we're pulling up at the junction of customer experience and automotive. To drive this conversation forward, we're joined by Christina Schehl, an Executive Vice President and Head of Germany at frog, part of Capgemini Invent. Christina brings her experience leading global CX transformation programs with top automotive brands as well as insights from her recently published thought leadership in the space. Join us as we explore innovative strategies to revolutionize customer journeys across the automotive industry. Brought to you by frog, a global creative consultancy. frog is part of Capgemini Invent. (https://www.frog.co) Find episode transcripts and relevant info (https://www.frog.co/designmind/design-mind-frogcast-ep-51-the-cx-auto-race-is-on)Read the Capgemini Research Institute report ‘Joining the race: Automotive's drive to catch up with customer experience,' co-authored by Christina Schehl. (https://www.capgemini.com/insights/research-library/customer-experience-in-automotive-2024/)Download the new frog report 'Chief Challenges 07: Your Consumer Responsibility' (https://fro.gd/3JSdvOK) 

How can you consistently delight your customers while also providing exceptional value? In business, relationships are everything. Companies prioritizing customer delight set themselves apart, creating lasting impressions and strong customer loyalty.  Stay tuned as Eric shares practical insights and examples to help you surprise, delight, and elevate your customer interactions. The Power of Small, Thoughtful Gestures The answer to delighting customers lies in making personal yet meaningful connections. A memorable experience might come from a simple, thoughtful action. For instance, Eric recalls how a small gesture when traveling– a message about his favorite TV show being available in his hotel room, left him with a lasting impression, proving that even a small effort can make customers feel special. Identifying and Improving TouchPoints To truly delight customers, you need to analyze every interaction with them. Mapping out the touch points throughout the entire customer journey allows you to gain insight into potential areas of improvement. By asking, "What could I have done differently?" business owners can uncover opportunities to surprise their customers, enhance their experiences, and exceed their expectations. Surprising Customers with the Unexpected Routine gestures, like sending a Christmas card, might be well-intentioned but fail to stand out. To make a lasting impression, surprise your customers with something unexpected, like recognizing a personal milestone or commemorating a specific event in their company. That can make a big difference, as those thoughtful touches demonstrate your attention to detail and show your customers that you value them.   Leveraging Expertise for Strategic Value Customer delight also comes from using your expertise to provide additional value. By aligning your services with your customers' goals and strategies, you can shift from being a service provider to becoming their strategic partner.  Customers will appreciate your proactive approach and genuine desire to support their success, and that will strengthen their relationship and build trust. Tough Love and Assertive Support Sometimes, you need to be assertive to help your customers. Offering honest feedback and sharing your expertise, even when that feels difficult, shows that you have their best interests at heart. Taking the initiative to speak up when necessary, even if it means pointing out potential issues, demonstrates your commitment and reliability, which can deepen their trust and improve future outcomes. Bio: Eric Rozenberg Eric is a business builder and the founder of Event Business Formula, the only platform exclusively dedicated to helping and supporting business owners in the Meetings & Events Industry. He has helped thousands of entrepreneurs grow and manage their business better. For two decades in a previous life, Eric has consulted with Fortune 500 companies and produced award-winning sales meetings, incentive trips, product launches, and conferences in more than 50 countries across diverse industries. His podcast, "The Business of Meetings", is the first podcast in the Meetings & Events Industry dedicated to business owners and the largest source of free information with over 240 episodes and fabulous guests. His first book, Meeting at C-Level, is the first book on the Why? of a meeting. It has been endorsed by 20 of the most influential leaders from the corporate and association worlds. His second book, Before It's Too Late, A Love Letter to My Daughters and America, is a story of grit, perseverance, and courage. It describes why and how he and his wife brought their daughters to America and why it is the greatest country on Earth. Eric was the first European to serve as Chairman of the International Board of Meetings Professional International (MPI). Connect with Eric Rozenberg On LinkedIn Facebook Instagram Website  

Is your brand truly delivering personalized experiences, or just offering customization? Many companies make this promise, but few do it right. In this episode of Doing CX Right, host Stacy Sherman and Ben Weiss, founder of an AI-powered footwear company, explore how AI-driven innovation is redefining customer experience, accelerating time to market, and strengthening brand loyalty. Discover how real-time feedback leads to better products and what it takes to balance personalization with scalability. Gain practical insights on AI's role in product design—and how to apply these strategies for real business impact. Learn more:  

Send us a textTraditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transforms how we serve customers, through virtual agents, agent assistance tools, auto-quality assurance, and intelligent summarization, yesterday's KPIs are no longer enough.In this groundbreaking episode, we explore the new measurement framework required for AI-powered contact centers. We'll dissect traditional metrics, introduce essential new KPIs for measuring AI effectiveness, and provide a practical roadmap for evolving your measurement approach.Whether you're just beginning your AI journey or already operating a sophisticated digital-first contact center, this episode delivers actionable insights on:Virtual agent performance metrics beyond simple containmentMeasuring effective human-AI collaborationTracking the complete customer journey across AI and human touchpointsCalculating the true ROI of your AI investmentsJoin me as we redefine what success looks like in the age of AI-powered customer experience. Discover exceptional, AI-driven contact center outsourcing with Expivia. Visit expiviausa.com or message me in Linkedin at: https://www.linkedin.com/in/tlairdexpivia/Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

In this episode of the Heroes of IT podcast, Ashley interviews Jennifer Courtnell, a vulnerability coordinator at Pulsant. Jennifer shares her journey into the IT field, discussing her various roles and how she ended up in vulnerability management. The conversation explores how Pulsant utilizes Automox for patching and reporting, the importance of engaging with executive teams to demonstrate the value of IT services, and tips for effectively communicating the benefits of vulnerability management to stakeholders.

Are you losing customers without knowing why? Many businesses assume they understand their customers, yet retention rates tell a different story. In this episode of Doing CX Right, Stacy Sherman and Tzachi Ben-Sasson, reveal the real reasons customers leave—and how to prevent it. Learn why traditional CX metrics like NPS can be misleading, how to connect Voice of Customer (VoC) insights to revenue growth, and proven strategies that genuinely drive customer loyalty. Don't wait until it's too late—start focusing on what works to build stronger relationships and achieve lasting success the right way. Learn more at 

Welcome to the 69th episode of Ecommerce Toolbox: Expert Perspectives! This time, host Kailin Noivo sits down with David Cost, Chief Digital Officer at Rainbow Shops, for an in-depth discussion on how omnichannel strategies drive business growth. From leveraging ship-to-store programs to optimizing mobile app engagement, David discusses actionable strategies to help businesses navigate the evolving landscape of retail. Learn how to balance digital innovation with traditional retail fundamentals for sustainable success.

Can financial freedom truly revolutionize the way you connect with clients and build lasting trust? In this episode, we explore how running a debt-free business reshapes your approach to customer relationships, vendor partnerships, and overall client satisfaction. If you want to enhance trust and flexibility while maintaining work-life balance, this conversation is for you.You will:Discover how financial freedom enables deeper, trust-based relationships with clients.Learn strategies for setting clear expectations and managing vendors effectively.Understand how a debt-free business fosters flexibility and supports a healthier work-life balance. Listen now to uncover how a debt-free approach can transform your customer experience and build a more sustainable business!Connect with Joshua at:The WebsiteThe Facebook GroupSales Master ClassesBook a Call with Joshua TODAY!Tune into this podcast where a seasoned craftsman shares expert communication skills, strategies for overcoming stress and overwhelm, and insights on building a profitable business in landscaping and hardscaping, with tips on how to sell, close more deals, and achieve financial freedom to retire early as a successful business owner in the design/build and outdoor living industry.

In this episode of the Millionaire Car Salesman Podcast, LA Williams, Vice President of Dealer Synergy, takes the wheel while Sean V. Bradley attends the Super Bowl LIX! Joined by the vibrant Tianna Mick, known in the industry as "T Got Your Keys," LA delves deep into strategies that transform ordinary sales calls into profit-generating interactions. With emphases on tone, customer rapport, and overcoming common pitfalls in sales conversations, this episode is rich with actionable advice for car sales professionals looking to elevate their game! "Questions control the conversation. Whoever gets the most questions answered is who wins." – LA Williams From addressing the frequent mistakes salespeople make on inbound calls to finely tuning one's auditory skills for detecting buying signals, LA offers a masterclass in sales acumen that stems from years of experience. His anecdotes, interspersed with Tianna's astute questions, unveil techniques on managing customer interactions effectively over the phone. By sharing insights into how to instantaneously build trust and utilize storytelling for impactful sales, the episode equips listeners with robust strategies to handle even the most challenging customer situations. Real-life examples underscore the vital role of strategic communication in fostering successful sales outcomes!   Key Takeaways: ✅ Tone and Energy are Crucial: Establishing the right tone and energy at the start of a call can significantly influence the customer's responsiveness. ✅ Word Choice Matters: Phrases such as "tell me" and "I'm just wondering" can inspire empathy and facilitate open dialogue with customers. ✅ Listening for Genuine Interest: Picking up on subtle cues in a customer's questions can reveal their level of interest and intent to purchase. ✅ Leveraging Storytelling: Effective storytelling can bridge communication gaps, making the sales process more relatable and engaging. ✅ Handling Objections with Empathy: Questions control conversation; using them strategically can navigate and manage challenging interactions.     About LA ‘The Blind Master' WilliamsL.A. Williams, Vice President and Partner of Dealer Synergy, has over 15 years of automotive sales experience and is dedicated to helping others grow and succeed. Starting as a frontline analyst, he quickly rose through the ranks to become Vice President while remaining hands-on with Dealer Synergy's programs. Known as “The Blind Phone Master,” L.A. has been blind for 37+ years and has mastered the art of sound, tone, and inflection, making him the ultimate phone sales coach. He has trained thousands of automotive professionals, including sales teams, managers, and dealer principals, with his “Phone Sales Mastery” strategies. A sought-after speaker, L.A. has presented at the NADA Convention, 20 Groups, and the Internet Sales 20 Group.  L.A. also co-hosts the Millionaire Car Salesman Podcast, the Against All Odds Radio Show, and moderates the Millionaire Car Salesman Facebook Group. Beyond automotive, he's a successful music producer, having worked with stars like Dr. Dre, Lil Wayne, and Katy Perry, and was even the voice of Jigsaw in four SAW movies. L.A. brings his audio expertise and creativity to the industry, using “entertrainment” to motivate and inspire automotive professionals. About Tianna ‘T Got Your Keys' Mick Tianna Mick aka T Got Your Keys is a known industry expert at Showroom Sales, Lead and Referral Generation, and Customer Satisfaction, specializing in Personal and Business Branding. At only 19 years old, Tianna was consistently the top-grossing salesperson in her dealer group, averaging 20+ units and generating $10K each month in personal income. Tianna is globally recognized for her award-winning website TGotYourKeys.com, voted #1 Personal Website in the Automotive Industry! Tianna is a 4x NADA Convention Speaker and the YOUNGEST NADA Speaker in History to date, awarded #1 Influential Female Car Salesperson, TikTok Influencer with over 3.8 Million Views, Guest of Brad Lea's Dropping Bombs Podcast, Graduate of Ally's A-List Summit Academy, Speaker at the Florida Independent Automobile Dealers Association, TrueCar's TrueTalk Panel Discussion Leader concerning Diversity, published in Digital Dealer Magazine, and reoccurring Digital Dealer Speaker, Internet Sales 20 Group Speaker, and now Chief Marketing Officer at Dealer Synergy.     Mastering the Art of Phone Sales: Insights from the Millionaire Car Salesman Podcast   Key Takeaways: Harnessing the power of tone, inflection, and the right vocabulary can dramatically improve phone sales outcomes. Understanding buyer psychology and leveraging storytelling can overcome common objections and build trust. Consistent learning and adaptation are vital for overcoming skepticism and improving skills over time.   Enhancing Phone Sales Through Tone and Inflection In the fast-paced world of automotive sales, mastering phone communication isn't just a skill—it's an art form. LA Williams, VP of Dealer Synergy, highlights a common pitfall: the lack of energy and enthusiasm when taking inbound calls. He humorously points out, "Our energy is not right. We'd be like Synergy Motors." Injecting energy into your voice is crucial for setting the right tone and capturing the caller's attention from the get-go. Williams emphasizes paying attention to not only what customers say, but also how they say it. The subtleties in tone, choice of words, and even pauses can reveal much about a caller's intent. As Williams advises, “You gotta hear,” meaning that a salesperson must attune their ears to these nuances. By asking thoughtful questions and engaging in a way that reflects the customer's language, you can build immediate rapport. "I'm just curious," or "Tell me more," are phrases that both engage the customer and provide deeper insights into their needs and desires. Such nuances extend beyond intro calls. Consider how energy and tone contribute when transitioning a skeptical caller to a quality lead. LA shares an all-too-common scenario: converting callers who've had negative automotive experiences into enthusiastic potential buyers. This transformation relies on infusing conversations with genuine warmth and curiosity, ensuring prospects feel heard and valued.   Storytelling as a Sales Tool In a world where buyers often distrust salespeople, storytelling stands out as a powerful tactic to establish credibility and build rapport. Williams delves into the art of sharing relevant narratives to sway hesitant buyers, emphasizing, “It's so interesting that you say that.” This technique helps to validate a customer's feelings while seamlessly pivoting the conversation towards a positive outcome. Consider the tale of the couple skeptical about getting a good trade-in value. By recounting a past customer's success story, Williams not only builds trust but illustrates dealership expertise and personal investment in customer satisfaction. These anecdotes aren't fabricated but strategically structured to highlight real customer experiences, as Williams illustrates: "If we could do something like that for him, just imagine what we could do for you." This approach illuminates how integrating relatable stories into phone sales can dismantle buyer apprehensions. By connecting emotionally through shared experiences, salespeople can gently guide conversations, allaying fears and deepening engagement. The authenticity of sharing and genuine curiosity about the customer's own journey can transform skeptics into committed, enthusiastic participants in the buying process.   Cultivating Trust in Short Timeframes One of the most intriguing discussions in the podcast revolves around establishing trust quickly over the phone. In phone sales, time is a luxury often absent, making initial impressions paramount. According to Williams, it's vital to repeat the customer's name, entering into what he calls "rapport mode." "Outside of someone's own voice," he explains, "their sweetest sound is their name." Repetition and the correct use of vocabulary also play significant roles in fostering trust. Simple phrases like "That's a great question" can elevate a standard interaction into a personalized experience. These words, paired with targeted storytelling and empathetic response strategies, can captivate and convert callers into loyal customers within minutes. Such approaches extend into broader strategic considerations, such as handling objections and turning skeptics into believers. LA poignantly shares a revelation: often, a sales representative's aversion to phone sales stems from misaligned expectations or an incomplete understanding of call dynamics. By revealing underlying metrics and demonstrating real success cases, Williams consistently shifts perceptions, opening the minds of even the most skeptical callers to what's genuinely possible. Ultimately, the beauty of phone sales lies in blending personal empathy with sharp, strategic communication. The podcast illustrates that with attention, adaptability, and authentic connection, sales professionals can break through barriers. As LA Williams shows, the journey to mastering phone sales is as much about growth in personal effectiveness as it is about understanding buyer psychology. As he closes the episode, “You are the average of the five people you spend the most time with,” inviting us to elevate our game and transform every call into an opportunity for lasting impact.     Resources: Podium: Discover how Podium's innovative AI technology can unlock unparalleled efficiency and drive your dealership's sales to new heights. Visit www.podium.com/mcs to learn more!   NCC: Credit-Driven Retailing - NCC delivers industry-best credit-driven retailing for auto dealerships, combining a powerful credit and compliance engine and fully integrated CRM/Desking platform for maximum profitability.   Complete CRM: Complete CRM is a streamlined, all-in-one system that simplifies your dealership software and processes so you can manage every aspect of your operation with ease; from tracking and following up on leads, desking deals, managing inventory, marketing to your customers, and more.   Dealer Synergy & Bradley On Demand: The automotive industry's #1 training, tracking, testing, and certification platform and consulting & accountability firm.   The Millionaire Car Salesman Facebook Group: Join the #1 Mastermind Group in the Automotive Industry! With over 29,000 members, gain access to successful automotive mentors & managers, the best industry practices, & collaborate with automotive professionals from around the WORLD! Join The Millionaire Car Salesman Facebook Group today!   Win the Game of Googleopoly: Unlocking the secret strategy of search engines.     The Millionaire Car Salesman Podcast is Proudly Sponsored By: Podium: Elevating Dealership Excellence with Intelligent Customer Engagement Solutions. Unlock unparalleled efficiency and drive sales with Podium's innovative AI technology, featured proudly on the Millionaire Car Salesman Podcast. Visit www.podium.com/mcs to learn more!   NCC: Powered by proprietary solutions such as Intelligent Credit Engine™ and LenderSelect™, NCC transforms the car-buying experience for dealers and their customers. From compliance and lender selection to CRM and desking, to marketing and data mining—NCC integrates them all in a single, seamless platform to deliver better customer experiences, maximum efficiency and maximum profit.   Complete CRM: As an innovative leader in the industry for the last 30 years, Complete CRM is designed to give your dealership the competitive edge in a demanding marketplace. Powered by Complete Credit™ and award-winning desking, Complete CRM™ is the industry's only credit and compliance-enabled CRM that lets dealers achieve maximum profitability on every deal. Built on modern technology, Complete CRM seamlessly integrates credit, compliance, inventory, data mining, lead generation, enterprise functionality, and customized reporting in one tool with a single login.   Dealer Synergy: The #1 Automotive Sales Training, Consulting, and Accountability Firm in the industry! With over two decades of experience in building Internet Departments and BDCs, we have developed the most effective automotive Internet Sales, BDC, and CRM solutions. Our expertise in creating phone scripts, rebuttals, CRM action plans, strategies, and templates ensures that your dealership's tools and personnel reach their full potential.   Bradley On Demand: The automotive sales industry's top Interactive Training, Tracking, Testing, and Certification Platform. Featuring LIVE Classes and over 9,000 training modules, our platform equips your dealership with everything needed to sell more cars, more often, and more profitably!

Like the show? Show your support by using our sponsors.Promotive can help you find your dream job, or help you hire. Touch HERE for more.Need to update your shop systems and software? Try Tekmetric HERELester Kovacs is from Dorman Products. Today, he and Jeff discuss the challenges faced by Dorman in obtaining feedback from technicians about defective parts and why they need better communication from the industry. Jeff reflects on the reputation of aftermarket parts and that he's seen Dorman make improvements in that area. Lester also shares what's next for Dorman as they think about the future and the EV market.00:00 Success in Diesel and Auto Parts10:14 First Job in Automotive Industry11:33 Innovative Product Development Role19:05 Optimizing Automotive Part Reliability23:06 Technician Ingenuity and Collaboration31:01 Remanufacturing Enhancements via Failure Analysis36:01 Communication Gaps in Auto Services40:09 Tech Training: Progress and Challenges44:22 Window Regulator Redesign Challenges48:32 Expanding Beyond Light Duty Fleet53:10 Tech Issues Render Cars Obsolete01:01:42 Improving Dealer-Customer Collaboration01:03:49 Tech Struggles with RF Hub Shortage01:11:29 Aftermarket Solutions for EV Failures01:16:41 Constructive Feedback Over Negativity Follow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232

In today's episode of The Daily Windup, we talks to Joshua Atkinson about the importance of project management education and certification. He explains that having industry certifications such as a Project Management Professional (PMP) certification can make a veteran more employable when transitioning to civilian life. Additionally, learning about project management can make anyone a better teammate or employee because every project is focused on satisfying customers and improving profitability. He also explains the differences between PMP, Agile, Scrum, and Lean Six Sigma certifications and how they are all different aspects of project management. We discuss how Lean Six Sigma was the foundation of Toyota's organizational culture and how it applies to project management. Overall, this episode emphasizes the value of project management education and its applicability to many different industries and roles. Want to learn more? Tune in right now.

Are you struggling to retain top talent while managing organizational change?  In this episode of Doing CX Right, Stacy Sherman sits down with Lisa Kaplowitz to break down the "how" of effective change management that keeps your best people engaged and committed. They discuss actionable strategies that drive employee loyalty, mentorship programs that boost engagement, and measurable approaches to ensure sustainable success. Business leaders will learn practical tips to transform resistance into support while building stronger teams. Listen in to discover how successful organizations create environments where both change and talent thrive together. Learn more at

Welcome to the 67th episode of Ecommerce Toolbox: Expert Perspectives – this time, host Kailin Noivo sits down with Breanna Fowler, Head of Global Online Experience at Dell, for an in-depth discussion on her fascinating career journey and the challenges of unifying Ecommerce across 32 countries. Breanna discusses actionable insights on using data to optimize customer experiences, the role of AI in personalization, and the challenges of navigating cultural differences in global markets. Learn strategies for driving customer satisfaction, transforming digital platforms, and staying ahead in the evolving Ecommerce landscape.

Can your company thrive without adding headcount?  One company increased revenue by $1M using AI strategically - while keeping service personal. In this episode, Stacy Sherman and Eric Skeens, CEO of Three Tree Tech, break down how to balance technology and human connection in customer experience. Learn why understanding your business processes must come before any tech implementation, how to identify the right moments for AI integration, and practical ways to protect customer data while leveraging it for growth. Get actionable strategies for companies with limited budgets, plus crucial insights on bridging the gap between IT and CX teams. Learn more at  

***TIME SENSITIVE***Make sure you jump on the first MUST-ATTEND event of 2025: https://geni.us/Summit2025_____________________________________________________________________________________________________________________________________________Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABEShop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.Click here to schedule a free demo: https://info.shop-ware.com/profitabilityUtilize the fastest and easiest way to look up and order parts and tires with PartsTech absolutely free.Click here to get started: https://geni.us/PartsTechTransform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingPros In this episode, Lucas and David are joined by Rick White of 180biz, and Mike Himes, a shop owner from Brookville, Pennsylvania. Rick highlights the importance of valuing your services to ensure customers do the same. Mike shares his experience raising prices and how it helped eliminate problematic customers. The group also discusses the strategic use of technology and digital tools to enhance customer communication and streamline operations.00:00 Reduce customer charge from $1,800 bill?09:56 "You should consider trying another approach."15:28 Self-value is essential for business success.18:01 Labor costs inflated through hidden markups.21:21 Braxton's repeated car shop visits discussed.31:22 Celiac disease, no peripheral vision caused clumsiness.34:03 Planning future roles and managing life changes.42:15 Raising prices eliminated problematic, non-paying customers.47:18 Embrace growth through uncomfortable client interactions.51:24 Superior product: Follow guidelines, replace necessary parts.56:51 Mike Allen supports skilled tradesmen with benefits.01:03:36 Inspection must be thorough and well-communicated.01:04:31 They approve, organized process, explained with pictures.01:14:08 Digital Concierge tracks, analyzes, transcribes phone calls.01:14:52 Avoid rapid growth for quality assurance.

Can your company survive in today's market without putting design at the core of your business strategy? How do successful brands consistently create products and experiences that customers love? In this powerful episode, Stacy Sherman and PepsiCo's Chief Design Officer, Mauro Porcini, reveal why treating customers as "people" rather than consumers transforms business outcomes. Learn how the revolutionary "15% rule" sparked billion-dollar innovations, why kindness drives productivity, and how to build design teams that deliver real results. Discover practical frameworks for balancing global brand consistency with local market needs, and get actionable strategies for using AI to enhance human creativity, not replace it. Learn more at .

Shoot us a Text.California wildfires have forced dealership closures, but communities are coming together to support first responders. Meanwhile, new-vehicle buyer satisfaction reached a record high in 2024, driven by seamless digital tools and efficient processes. During the first round of the NFL playoffs, A.J. Brown's viral sideline book moment offers a glimpse into a high performer's mindset and resilience.As wildfires rage across Southern California, local businesses, including car dealerships, face significant challenges. Over 45 square miles have burned, forcing evacuations and disrupting operations. Some dealerships have temporarily closed, while others rally to support their communities and first respondersLAcarGUY temporarily closed seven Santa Monica dealerships and one Hollywood location, Group 1 Automotive closed its Mercedes-Benz Beverly Hills store for two days. AutoNation reported no direct damage but continues to monitor the situation.Matthew Phillips, CEO of Car Pros Automotive Group, expressed concern for employees and the community, noting smoke and power outages at their locations near evacuation zoneAccording to a linked in post, Brett Sutherlin, CEO of Sutherlin Automotive Group, lost his home to the Palisades fire, saying “We will be going through a lot over the next few weeks and dealing with the loss of our beautiful home and neighborhood,”New-vehicle buyer satisfaction hit record highs in 2024, driven by enhanced digital tools and seamless integration between online and in-dealership activities. According to Cox Automotive's latest Car Buyer Journey study, 75% of new-car buyers reported being highly satisfied with their shopping experience, underscoring the importance of transparency, technology, and efficiency in the automotive retail process.About 75% of new-vehicle buyers expressed high satisfaction with the shopping process in 2024, up from 73% in 2023, marking an all-time high for the study.Dealership satisfaction also hit a record 81%, with shoppers reporting reduced “sticker shock” and more positive feelings about vehicle selection.EV buyers led in satisfaction, with 82% highly satisfied, compared to 75% of gasoline-powered vehicle buyers.During the Philadelphia Eagles' 22-10 playoff victory over the Green Bay Packers, wide receiver A.J. Brown kicked off a viral moment by reading a book on the sidelines. Brown, who had a quiet game with only one catch for 10 yards, was seen reading  "Inner Excellence" by Jim Murphy, a book focusing on mental training for peak performance. The wide receiver had limited involvement in the game, with just one reception for 10 yards. Brown explained that he brings the book to every game for a sense of peace, referring to it as his "recipe." Commentators Kevin Burkhardt and Tom Brady noted Brown's sideline reading during the broadcast, adding a lighthearted moment to the game. Hosts: Paul J Daly and Kyle MountsierGet the Daily Push Back email at https://www.asotu.com/ JOIN the conversation on LinkedIn at: https://www.linkedin.com/company/asotu/ Read our most recent email at: https://www.asotu.com/media/push-back-email