Podcasts about Customer service

Brett Winton and ARK analyst Jozef Soja dive deep into the rapidly evolving world of AI agents—software entities that are increasingly automating enterprise functions like customer support. They explore why AI agents are gaining traction, how they're priced, and the potential for a new kind of agent-versus-agent arms race between companies and consumers. Later in the episode, they're joined by Dr. Alan Bekker, founder of eSelf.ai and former Head of Conversational AI at Snap, who shares his journey from building voice agents for call centers to launching a real-time, face-to-face AI tutoring platform. Alan offers insights into how the rise of large language models (LLM) is reshaping education, what makes a great AI tutor, and why a visual, embodied presence is crucial for learning.Key Points From This Episode:00:00:00 What enterprise AI agents actually do and how companies like Salesforce are pricing them00:03:41 Why $2 per AI conversation may already undercut human support costs00:05:04 The Return On Investment (ROI) model behind agent adoption and enterprise productivity00:06:41 Why agent-based software may retain higher pricing power than other AI tools00:09:11 The coming arms race: AI agents negotiating with other AI agents00:12:30 Scaling demand for customer service with intelligent automation00:15:04 Vertical vs. horizontal Software as a Service (SaaS) in the AI agent ecosystem00:16:43 AI's impact across the software stack—SaaS, Platform as a Service (PaaS) , and Infrastructure as a Service (IaaS)00:17:56 Why building your own AI apps may soon be cheaper than onboarding SaaS00:20:01 ARK's  internal hackathon and how non-engineers are becoming developers00:20:29 Guest: Dr. Alan Bekker joins to discuss the evolution of conversational AI00:22:04 The journey from decision trees to LLMs: Lessons from Snap's AI team00:27:32 Seeing GPT's impact from inside: OpenAI's early partner outreach00:31:47 Why face-to-face AI tutors found strong product-market fit in education00:33:59 eSelf's go-to-market strategy: Partnering with publishers as a business to business to consumer (B2B2C) wedge00:36:24 Pricing real-time AI tutoring tools in a margin-conscious market00:40:00 Business to consumer (B2C) aspirations: Moving toward a direct-to-student tutoring product00:44:56 What's still missing for real-time AI to match human-level teaching00:48:03 The psychological impact of avatars: Building trust through embodied agents00:51:43 Why personalization—not just LLM knowledge—matters in tutoring00:54:20 Democratizing learning: LLMs as the end of expert-driven education

Send us a textThis episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me.We dive into a wide-ranging conversation covering:The new leadership vision at NICE and what it means for the futureWhether NICE sees itself as a CCaaS platform, an AI powerhouse, or bothThe evolving role of major CRMs in the contact center AI landscapeAnd a whole lot more behind-the-scenes insight from one of the most influential CX tech companies out thereIf you're in the contact center, customer experience, or enterprise tech space, this is a must-listen. Don't miss it. Tom Laird's 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. 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

How does one transform a personal crisis into a groundbreaking business that has the potential to change lives? This question lies at the heart of this episode, as we explore the journey of entrepreneurship through the lens of resilience, innovation, and a relentless drive to make a difference.Our guest, Martha Carlin, transitioned from a career in accounting to founding BiotiQuest after her husband's early Parkinson's diagnosis. Motivated to find solutions outside traditional medicine, Martha uncovered the power of the microbiome and developed specialized probiotics, leveraging years of research and personal investment to help improve lives—including her husband's.This episode provides an inside look at Martha's incredible story, the unique science behind her products, and the significant challenges small health businesses face in the era of digital marketplace giants. It's a must-listen for anyone interested in health, entrepreneurship, or what it truly takes to pursue a mission-driven business in today's digital world. To get the latest from Martha Carlin, you can follow her below!https://www.linkedin.com/in/marthacarlin/https://biotiquest.com/ Sign up for Marcia's newsletter to receive tips and the latest on Angel Investing!Website: www.marciadawood.comLearn more about the documentary Show Her the Money: www.showherthemoneymovie.comAnd don't forget to follow us wherever you are!Apple Podcasts: https://pod.link/1586445642.appleSpotify: https://pod.link/1586445642.spotifyLinkedIn: https://www.linkedin.com/company/angel-next-door-podcast/Instagram: https://www.instagram.com/theangelnextdoorpodcast/TikTok: https://www.tiktok.com/@marciadawood

In recent weeks there have been a large number of details released not just for Walt Disney World but for Disneyland as well. While previous podcasts have been reminiscing all things Muppets the end of MuppetVision 3D and taking a look at Adventureland at Disneyland, there have been considerable announcements, hints and insights that have occurred. And we want to cover them all! From Disneyland we'll look at Avatar and Coco at Disney California Adventure, as well as a new park entry. Then we'll head over to Walt Disney World to look at Disney's Starlight Parade logistics, Test Track Re-Imagined, Tropical America Developments and even the new Monstropolis at Disney's Hollywood Studios. It's a busy podcast for this week, so hang on as we have so much to share! ____________________________________________________________ More Disney Insights can be found below! The Wayfinder Society--Disney Insights Patreon Page--More Disney Insights to interact with, while supporting the podcast. Here we bring the best in Disney both in terms of the magic of the parks as well as the business behind the magic! And now as part of Disneyland's 70th anniversary, we have a new interactive Disney Insight Fact Discovery, which unlocks scores of fascinating details few know about. With text, images, video and audio, we explore these realms whether you are right on the streets of the "Happiest Place on Earth" or enjoying it virtually from your own couch at home. Join today! Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. Disney Insights Facebook Page--Come join and interact in conversation with others. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. ________________________________________________________ Check out Zanolla Travel to book your next vacation! David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 ____________________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!

Welcome to Mastering Cyber with Host Alissa (Dr Jay) Abdullah, PhD, SVP & Deputy CSO at Mastercard, and former White House technology executive. Listen to this weekly one-minute podcast to help you maneuver cybersecurity industry tips, terms, and topics. Buckle up, your 60 seconds of cyber starts now! Sponsored by Mastercard: https://mastercard.us/en-us.html

Written by AstralNavigatorNarrated by Kelsey RobertsPatronsYamtagglerCarbon281Andrew FarrPhyrexianNinjaMichael Vejlø TerkelsenCealenKeely WoodTanisRulerOfAllXHAWK77XAgent__MaxwellProCupidineNataSupport our work with them at patreon.com/scpunredactedUn[REDACTED] community links: YouTube: https://bit.ly/unredactedyoutubeSpotify: https://spoti.fi/3mNCLulTikTok: https://www.tiktok.com/@scpunredactedDiscord: https://bit.ly/unredacteddiscordInsta: https://bit.ly/unredactedinstagramTwitter: https://bit.ly/unredactedtwitterCaptivate: https://bit.ly/unredactedcaptivateApple: https://apple.co/3FO8qTYOriginal article located at https://scp-wiki.wikidot.com/scp-8356SCP Un[REDACTED] is a Smooth Cadence Production and is released under CC-by-SA 3.0Mentioned in this episode:Patreon liner 2Patreon liner 3Patreon liner 1

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 9th July 2025. The winner will be contacted via Bluesky. Show references: Matthew Tanner, Vice President of AIM and Independent Consultant https://aim-museums.co.uk/Richard Morsley, CEO of Chatham Historic Dockyardhttps://thedockyard.co.uk/Hannah Prowse, CEO, Portsmouth Historic Quarterhttps://portsmouthhq.org/Dominic Jones, CEO Mary Rose Trusthttps://maryrose.org/Andrew Baines, Executive Director, Museum Operations, National Museum of the Royal Navyhttps://www.nmrn.org.uk/ Transcriptions: Paul Marden: Welcome to Skip the Queue. The podcast of people working in and working with visitor attractions, and today you join me in Portsmouth Historic Dockyard. I am actually in the shadow of HMS Victory at the moment, right next door to the Mary Rose. And I'm at the Association of Independent Museum's annual conference, and it is Wednesday night, and we're just about to enjoy the conference dinner. We've been told by Dominic Jones, CEO of Mary Rose, to expect lots of surprises and unexpected events throughout the meal, which I understand is a walking meal where we'll partake of our food and drink as we're wandering around the museum itself, moving course to course around different parts of the museum. So that sounds very exciting. Paul Marden:  Today's episode, I'm going to be joined by a I don't know what the collective noun is, for a group of Maritime Museum senior leaders, but that's what they are, and we're going to be talking about collaboration within and between museums, especially museums within the maritime sector. Is this a subject that we've talked about a lot previously? I know we've had Dominic Jones before as our number one most listened episode talking about collaboration in the sector, but it's a subject I think is really worthwhile talking about. Paul Marden: Understanding how museums work together, how they can stretch their resources, increase their reach by working together and achieving greater things than they can do individually. I do need to apologise to you, because it's been a few weeks since our last episode, and there's been lots going on in Rubber Cheese HQ, we have recently become part of a larger organisation, Crowd Convert, along with our new sister organisation, the ticketing company, Merac.Paul Marden:  So there's been lots of work for me and Andy Povey, my partner in crime, as we merge the two businesses together. Hence why there's been a little bit of a lapse between episodes. But the good news is we've got tonight's episode. We've got one more episode where I'll be heading down to Bristol, and I'll talk a little bit more about that later on, and then we're going to take our usual summer hiatus before we start the next season. So two more episodes to go, and I'm really excited. Paul Marden:  Without further ado, I think it's time for us to meet our guests tonight. Let me welcome our guests for this evening. Matthew Tanner, the Vice President of AIM and an Independent Consultant within the museum sector. You've also got a role within international museums as well. Matthew, remind me what that was.Matthew Tanner: That's right, I was president of the International Congress of Maritime Museums.Paul Marden: And that will be relevant later. I'm sure everyone will hear. Richard Morsley, CEO of Chatham Historic Dockyard Trust. I've got Hannah Prowse with me, the CEO of Portsmouth Historic Quarter, the inimitable chief cheerleader for Skip the Queue Dominic Jones, CEO of Mary Rose Trust.Dominic Jones: Great to be back.Paul Marden: I expect this to be the number one episode because, you know, it's got to knock your previous episode off the hit list.Dominic Jones: Listen with guests like this. It's going to be the number one. You've got the big hitters, and you've even got one more to go. This is gonna be incredible.Paul Marden:  Exactly. And I've got Andrew Baines, the Executive Director Museum Operations at the National Museum of the Royal Navy. That's quite a title.Dominic Jones: He loves a title that's a lot shorter than the last.Paul Marden: Okay, so we always have icebreakers. And actually, it must be said, listeners, you, unless you're watching the YouTube, we've got the the perfect icebreaker because we've started on Prosecco already. So I'm feeling pretty lubed up. Cheers. So icebreakers, and I'm going to be fair to you, I'm not going to pick on you individually this time, which is what I would normally do with my victims. I'm going to ask you, and you can chime in when you feel you've got the right answer. So first of all, I'd like to hear what the best concert or festival is that you've been to previously.Hannah Prowse: That's really easy for me, as the proud owner of two teenage daughters, I went Tay Tay was Slay. Slay. It was amazing. Three hours of just sheer performative genius and oh my god, that girl stamina. It was just insane. So yeah, it's got to be Tay Tay.Paul Marden: Excellent. That's Taylor Swift. For those of you that aren't aware and down with the kids, if you could live in another country for a year, what would Dominic Jones: We not all answer the gig. I've been thinking of a gig. Well, I was waiting. Do we not all answer one, Rich has got a gig. I mean, you can't just give it to Hannah. Richard, come in with your gig.Richard Morsley: Thank you. So I can't say it's the best ever, but. It was pretty damn awesome. I went to see pulp at the O2 on Saturday night. They were amazing. Are they still bringing it? They were amazing. Incredible. Transport me back.Matthew Tanner:  Members mentioned the Mary Rose song. We had this.Dominic Jones: Oh, come on, Matthew, come on. That was brilliant. That was special. I mean, for me, I'm not allowed to talk about it. It's probably end ups. But you know, we're not allowed to talk you know, we're not allowed to talk about other than here. But I'm taking my kids, spoiler alert, if you're listening to see Shawn Mendes in the summer. So that will be my new favourite gig, because it's the first gig for my kids. So I'm very excited about that. That's amazing. Amazing. Andrew, any gigs?Andrew Baines: It has to be Blondie, the amazing. Glen Beck writing 2019, amazing.Dominic Jones:  Can you get any cooler? This is going to be the number one episode, I can tell.Paul Marden:  Okay, let's go with number two. If you could live in another country for a year, which one would you choose? Hannah Prowse: Morocco. Paul Marden: Really? Oh, so you're completely comfortable with the heat. As I'm wilting next.Hannah Prowse: Completely comfortable. I grew up in the Middle East, my as an expat brat, so I'm really happy out in the heat. I just love the culture, the art, the landscape, the food, the prices, yeah, Morocco. For me, I thinkMatthew Tanner: I've been doing quite a lot of work recently in Hong Kong. Oh, wow. It's this amazing mix of East and West together. There's China, but where everybody speaks English, which is fantastic.Dominic Jones:  I lived in Hong Kong for a few years, and absolutely loved it. So I do that. But I think if I could choose somewhere to live, it's a it's a bit of cheating answer, because the country's America, but the place is Hawaii, because I think I'm meant for Hawaii. I think I've got that sort of style with how I dress, not today, because you are but you can get away with it. We're hosting, so. Paul Marden:  Last one hands up, if you haven't dived before, D with Dom.Dominic Jones: But all of your listeners can come Dive the 4d at the Mary Rose in Portsmouth Historic Dockyard, as well as the other amazing things you can do here with our friends and National Museum of Portsmouth Historic Quarter, he will cut this bit out.Paul Marden:  Yeah, there will be a little bit of strict editing going on. And that's fair. So we want to talk a little bit today about collaboration within the Maritime Museum collective as we've got. I was saying on the intro, I don't actually know what the collective noun is for a group of Maritime Museum leaders, a wave?Hannah Prowse: A desperation?Paul Marden: Let's start with we've talked previously. I know on your episode with Kelly, you talked about collaboration here in the dockyard, but I think it's really important to talk a little bit about how Mary Rose, Portsmouth Historic Dockyard and the National Museum of the Royal Navy all work together. So talk a little bit for listeners that don't know about the collaboration that you've all got going. Dominic Jones:  We've got a wonderful thing going on, and obviously Hannah and Andrew will jump in. But we've got this great site, which is Portsmouth Historic Dockyard. We've got Portsmouth Historic Quarter that sort of curates, runs, owns the site, and I'll let Hannah come into that. We've got the Mary Rose, which is my favourite, amazing museum, and then we've got all of the museums and ships to the National Museum of the Royal Navy. But do you want to go first, Hannah, and talk about sort of what is Portsmouth Historic Quarter and the dockyard to you? Hannah Prowse:  Yeah, so at Portsmouth Historic Quarter, we are the landlords of the site, and ultimately have custody of this and pretty hard over on the other side of the water. And it's our job to curate the space, make sure it's accessible to all and make it the most spectacular destination that it can be. Where this point of debate interest and opportunity is around the destination versus attraction debate. So obviously, my partners here run amazing attractions, and it's my job to cite those attractions in the best destination that it can possibly be.Matthew Tanner: To turn it into a magnet that drawsDominic Jones: And the infrastructure. I don't know whether Hannah's mentioned it. She normally mentions it every five seconds. Have you been to the new toilets? Matthew, have you been to these new toilets?Paul Marden: Let's be honest, the highlight of a museum. Richard Morsley: Yeah, get that wrong. We're in trouble.Hannah Prowse: It's very important. Richard Morsley: But all of the amazing ships and museums and you have incredible.Paul Marden: It's a real draw, isn't it? And you've got quite a big estate, so you you've got some on the other side of the dockyard behind you with boat trips that we take you over.Andrew Baines:  Absolutely. So we run Victor here and warrior and 33 on the other side of the hub with the Royal Navy submarine museum explosion working in partnership with BHQ. So a really close collaboration to make it as easy as possible for people to get onto this site and enjoy the heritage that we are joint custodians of. Paul Marden:  Yeah, absolutely. It's amazing. So we're talking a little bit about museums collaborating together, which really is the essence of what we're here for conference, isn't it? I remember when we had the keynote this morning, we were talking about how important it is for everybody to come together. There's no egos here. Everyone's sharing the good stuff. And it was brilliant as well. Given that you're all maritime museums, is it more important for you to differentiate yourselves from one another and compete, or is it more important for you to collaborate?Richard Morsley: Well, from my perspective, it's there is certainly not competitive. I think there's sufficient, I was sufficient distance, I think, between the the attractions for that to be the case, and I think the fact we're all standing here today with a glass of wine in hand, with smiles on our face kind of says, says a lot, actually, in terms of the collaboration within the sector. And as you say that the the AIM conference today that for me, is right, right at the heart of it, it's how we as an independent museum sector, all come together, and we share our knowledge, we share our best practice, and once a year, we have this kind of amazing celebration of these incredible organisations and incredible people coming together and having a wonderful couple of days. Matthew Tanner: But if I could step in there, it's not just the wine, is it rum, perhaps. The maritime sector in particular is one that is is so closely knit and collected by the sea, really. So in the international context, with the International Congress, is about 120 museums. around the world that come together every two years into the fantastic Congress meetings, the connections between these people have come from 1000s of miles away so strong, it's actually joy and reminds us of why we are so excited about the maritime.Paul Marden: I saw you on LinkedIn last year. I think it was you had Mystic Seaport here, didn't you?Dominic Jones: We did and we've had Australia. We've had so many. It all came from the ICM conference I went with and we had such a good time, didn't we saw Richard there. We saw Matthew, and it was just brilliant. And there's pinch yourself moments where you're with museums that are incredible, and then afterwards they ring you and ask you for advice. I'm thinking like there's a lady from France ringing me for advice. I mean, what's that about? I passed her to Andrew.Hannah Prowse: I think also from a leadership perspective, a lot of people say that, you know, being a CEO is the loneliest job in the world, but actually, if you can reach out and have that network of people who actually are going through the same stuff that you're going through, and understand the sector you're working in. It's really, really great. So if I'm having a rubbish day, Dom and I will frequently meet down in the gardens outside between our two offices with a beer or an ice cream and just go ah at each other. And that's really important to be able to do.Dominic Jones: And Hannah doesn't laugh when I have a crisis. I mean, she did it once. She did it and it hurt my feelings.Hannah Prowse: It was really funny.Dominic Jones:  Well, laughter, Dominic, Hannah Prowse: You needed. You needed to be made. You did. You did. But you know, and Richard and I have supported each other, and occasionally.Richard Morsley: You know, you're incredibly helpful when we're going through a recruitment process recently.Hannah Prowse: Came and sat in on his interview.Richard Morsley: We were rogue. Hannah Prowse: We were so bad, we should never be allowed to interview today. Paul Marden:  I bet you were just there taking a list of, yeah, they're quite good. I'm not going to agree to that one.Hannah Prowse: No, it was, it was great, and it's lovely to have other people who are going through the same stuff as you that you can lean on. Richard Morsley: Yeah, absolutely.Dominic Jones: Incredible. It's such an important sector, as Matthew said, and we are close, the water doesn't divide us. It makes us it makes us stronger.Matthew Tanner: Indeed. And recently, of course, there's increasing concern about the state of the marine environment, and maritime museums are having to take on that burden as well, to actually express to our puppets. It's not just about the ships and about the great stories. It's also about the sea. It's in excess, and we need to look after it. Paul Marden: Yeah, it's not just a view backwards to the past. It's around how you take that and use that as a model to go forward. Matthew Tanner: Last week, the new David Attenborough piece about the ocean 26 marathon museums around the world, simultaneously broadcasting to their local audiences. Dominic Jones: And it was phenomenal. It was such a good film. It was so popular, and the fact that we, as the Mary Rose, could host it thanks to being part of ICM, was just incredible. Have you seen it? Paul Marden:  I've not seen Dominic Jones: It's coming to Disney+, any day now, he's always first to know it's on. There you go. So watch it there. It's so good. Paul Marden: That's amazing. So you mentioned Disney, so that's a kind of an outside collaboration. Let's talk a little bit. And this is a this is a rubbish segue, by the way. Let's talk a little bit about collaborating outside of the sector itself, maybe perhaps with third party rights holders, because I know that you're quite pleased with your Lego exhibition at the moment.Richard Morsley: I was actually going to jump in there. Dominic, because you've got to be careful what you post on LinkedIn. There's no such thing as I don't know friends Exactly. Really.Dominic Jones: I was delighted if anyone was to steal it from us, I was delighted it was you. Richard Morsley: And it's been an amazing exhibition for us. It's bringing bringing Lego into the Historic Dockyard Chatham. I think one of the one of the things that we sometimes lack is that that thing that's kind of truly iconic, that the place is iconic, the site is incredible, but we don't have that household name. We don't have a Mary Rose. We don't have a victory. So actually working in partnership, we might get there later. We'll see how the conversation, but yeah, how we work with third parties, how we use third party IP and bring that in through exhibitions, through programming. It's really important to us. So working at a Lego brick Rex exhibition, an exhibition that really is a museum exhibition, but also tells the story of three Chatham ships through Lego, it's absolutely perfect for us, and it's performed wonderfully. It's done everything that we would have hoped it would be. Dominic Jones: I'm bringing the kids in the summer. I love Chatham genuinely. I know he stole the thing from LinkedIn, but I love Chatham. So I'll be there. I'll be there. I'll spend money in the shop as well.Richard Morsley: Buy a book. Yeah.Paul Marden: Can we buy Lego? Richard Morsley:  Of course you can buy Lego. Paul Marden: So this is a this is a magnet. It is sucking the kids into you, but I bet you're seeing something amazing as they interpret the world that they've seen around them at the museum in the Lego that they can play with.Richard Morsley: Of some of some of the models that are created off the back of the exhibition by these children is remind and adults actually, but mainly, mainly the families are amazing, but and you feel awful at the end of the day to painstakingly take them apart.Richard Morsley: Where is my model?Dominic Jones: So we went to see it in the Vasa, which is where he stole the idea from. And I decided to, sneakily, when they were doing that, take a Charles model that was really good and remodel it to look like the Mary Rose, and then post a picture and say, I've just built the Mary Rose. I didn't build the Mary Rose. Some Swedish person bought the Mary Rose. I just added the flags. You get what you say. Hannah Prowse: We've been lucky enough to be working with the Lloyds register foundation this year, and we've had this brilliant she sees exhibition in boathouse four, which is rewriting women into maritime history. So the concept came from Lloyd's Register, which was, you know, the untold stories of women in maritime working with brilliant photographers and textile designers to tell their stories. And they approached me and said, "Can we bring this into the dockyard?" And we said, "Yes, but we'd really love to make it more local." And they were an amazing partner. And actually, what we have in boathouse for is this phenomenal exhibition telling the stories of the women here in the dockyard.Richard Morsley: And then going back to that point about collaboration, not competition, that exhibition, then comes to Chatham from February next year, but telling, telling Chatham stories instead of. Hannah Prowse:  Yeah, Richard came to see it here and has gone, "Oh, I love what you've done with this. Okay, we can we can enhance, we can twist it." So, you know, I've hoped he's going to take our ideas and what we do with Lloyd's and make it a million times better.Richard Morsley: It's going to be an amazing space.Dominic Jones: Richard just looks at LinkedIn and gets everyone's ideas.Andrew Baines: I think one of the exciting things is those collaborations that people will be surprised by as well. So this summer, once you've obviously come to Portsmouth Historic Dockyard and experience the joys of that, and then you've called off on Chatham and another day to see what they've got there, you can go off to London Zoo, and we are working in partnership with London Zoo, and we have a colony of Death Watch beetle on display. Paul Marden:  Oh, wonderful. I mean, can you actually hear them? Dominic Jones: Not necessarily the most exciting.Andrew Baines: I'll grant you. But you know, we've got a Chelsea gold medal on in the National Museum of the Royal Navy for collaboration with the Woodlands Foundation, looking at Sudden Oak death. And we've got an exhibition with ZSL at London Zoo, which I don't think anybody comes to a National Maritime Museum or an NMRN National Museum The Royal Navy, or PHQ, PhD, and expects to bump into tiny little animals, no, butDominic Jones: I love that, and it's such an important story, the story of Victor. I mean, look, you're both of you, because Matthew's involved with Victor as well. Your victory preservation and what you're doing is incredible. And the fact you can tell that story, it's LSL, I love that.Andrew Baines: Yeah. And we're actually able to feed back into the sector. And one of the nice things is, we know we talk about working collaboratively, but if you look at the victory project, for example, our project conservator came down the road from Chatham, equally, which you one of.Richard Morsley: Our your collections manager.Paul Marden: So it's a small pool and you're recycling.Andrew Baines: Progression and being people in develop and feed them on.Matthew Tanner:  The open mindedness, yeah, taking and connecting from all over, all over the world, when I was working with for the SS Great Britain, which is the preserved, we know, great iron steam chip, preserved as as he saw her, preserved in a very, very dry environment. We'll take technology for that we found in the Netherlands in a certain seeds factory where they had to, they had to package up their seeds in very, very low humidity environments.Paul Marden:  Yes, otherwise you're gonna get some sprouting going on. Matthew Tanner:   Exactly. That's right. And that's the technology, which we then borrowed to preserve a great historic ship. Paul Marden: I love that. Dominic Jones:  And SS Great Britain is amazing, by the way you did such a good job there. It's one of my favourite places to visit. So I love that.Paul Marden:  I've got a confession to make. I'm a Somerset boy, and I've never been.Dominic Jones: Have you been to yoga list? Oh yeah, yeah. I was gonna say.Paul Marden: Yeah. I am meeting Sam Mullins at the SS Great Britain next next week for our final episode of the season. Matthew Tanner: There you go.Dominic Jones: And you could go to the where they made the sale. What's the old court canvas or Corker Canvas is out there as well. There's so many amazing places down that neck of the woods. It's so good.Paul Marden: Quick segue. Let's talk. Let's step away from collaboration, or only very lightly, highlights of today, what was your highlight talk or thing that you've seen?Richard Morsley: I think for me, it really was that focus on community and engagement in our places and the importance of our institutions in the places that we're working. So the highlight, absolutely, for me, opening this morning was the children's choir as a result of the community work that the Mary Rose trust have been leading, working.Dominic Jones:  Working. So good. Richard Morsley: Yeah, fabulous. Paul Marden:  Absolutely. Matthew Tanner: There's an important point here about about historic ships which sometimes get kind of positioned or landed by developers alongside in some ports, as if that would decorate a landscape. Ships actually have places. Yes, they are about they are connected to the land. They're not just ephemeral. So each of these ships that are here in Portsmouth and the others we've talked about actually have roots in their home ports and the people and the communities that they served. They may well have roots 1000s of miles across the ocean as well, makes them so exciting, but it's a sense of place for a ship. Hannah Prowse: So I think that all of the speakers were obviously phenomenal.Dominic Jones: And including yourself, you were very good.Hannah Prowse: Thank you. But for me, this is a slightly random one, but I always love seeing a group of people coming in and watching how they move in the space. I love seeing how people interact with the buildings, with the liminal spaces, and where they have where they run headlong into something, where they have threshold anxiety. So when you have a condensed group of people, it's something like the AIM Conference, and then they have points that they have to move around to for the breakout sessions. But then watching where their eyes are drawn, watching where they choose to go, and watching how people interact with the heritage environment I find really fascinating. Paul Marden: Is it like flocks of birds? What are moving around in a space? Hannah Prowse: Exactly. Yeah.Paul Marden: I say, this morning, when I arrived, I immediately joined a queue. I had no idea what the queue was, and I stood there for two minutes.Dominic Jones: I love people in the joint queues, we normally try and sell you things.Paul Marden: The person in front of me, and I said, "What we actually queuing for?" Oh, it's the coffee table. Oh, I don't need coffee. See you later. Yes.Dominic Jones: So your favourite bit was the queue. Paul Marden: My favourite..Dominic Jones: That's because you're gonna plug Skip the Queue. I love it.Dominic Jones: My favourite moment was how you divided the conference on a generational boundary by talking about Kojak.Dominic Jones: Kojak? Yes, it was a gamble, because it was an old film, and I'll tell you where I saw it. I saw it on TV, and the Mary Rose have got it in their archives. So I said, Is there any way I could get this to introduce me? And they all thought I was crazy, but I think it worked. But my favorite bit, actually, was just after that, when we were standing up there and welcoming everyone to the conference. Because for four years, we've been talking about doing this for three years. We've been arranging it for two years. It was actually real, and then the last year has been really scary. So for us to actually pull it off with our partners, with the National Museum of the Royal Navy, with Portsmouth Historic quarter, with all of our friends here, was probably the proudest moment for me. So for me, I loved it. And I'm not going to lie, when the children were singing, I was a little bit emotional, because I was thinking, this is actually happened. This is happening. So I love that, and I love tonight. Tonight's going to be amazing. Skip the queue outside Dive, the Mary Rose 4d come and visit. He won't edit that out. He won't edit that out. He can't keep editing Dive, The Mary Rose.Dominic Jones: Andrew, what's his favourite? Andrew Baines: Oh yes. Well, I think it was the kids this morning, just for that reminder when you're in the midst of budgets and visitor figures and ticket income and development agreements, and why is my ship falling apart quicker than I thought it was going to fall apart and all those kind of things actually just taking that brief moment to see such joy and enthusiasm for the next generation. Yeah, here directly connected to our collections and that we are both, PHQ, NRN supported, MRT, thank you both really just a lovely, lovely moment.Paul Marden: 30 kids singing a song that they had composed, and then backflip.Dominic Jones: It was a last minute thing I had to ask Jason. Said, Jason, can you stand to make sure I don't get hit? That's why I didn't want to get hit, because I've got a precious face. Hannah Prowse: I didn't think the ship fell apart was one of the official parts of the marketing campaign.Paul Marden: So I've got one more question before we do need to wrap up, who of your teams have filled in the Rubber Cheese Website Survey. Dominic Jones: We, as Mary Rose and Ellen, do it jointly as Portsmouth historic document. We've done it for years. We were an early adopter. Of course, we sponsored it. We even launched it one year. And we love it. And actually, we've used it in our marketing data to improve loads of things. So since that came out, we've made loads of changes. We've reduced the number of clicks we've done a load of optimum website optimisation. It's the best survey for visitor attractions. I feel like I shouldn't be shouting out all your stuff, because that's all I do, but it is the best survey.Paul Marden: I set you up and then you just ran so we've got hundreds of people arriving for this evening's event. We do need to wrap this up. I want one last thing, which is, always, we have a recommendation, a book recommendation from Nepal, and the first person to retweet the message on Bluesky will be offered, of course, a copy of the book. Does anyone have a book that they would like to plug of their own or, of course, a work or fiction that they'd like to recommend for the audience.Paul Marden: And we're all looking at you, Matthew.Dominic Jones: Yeah. Matthew is the book, man you're gonna recommend. You'reAndrew Baines: The maritime.Paul Marden: We could be absolutely that would be wonderful.Matthew Tanner: Two of them jump into my mind, one bit more difficult to read than the other, but the more difficult to read. One is Richard Henry. Dana D, a n, a, an American who served before the mast in the 19th century as an ordinary seaman on a trading ship around the world and wrote a detailed diary. It's called 10 years before the mast. And it's so authentic in terms of what it was really like to be a sailor going around Cape corn in those days. But the one that's that might be an easier gift is Eric Newby, the last great grain race, which was just before the Second World War, a journalist who served on board one of the last great Windjammers, carrying grain from Australia back to Europe and documenting his experience higher loft in Gales get 17 knots in his these giant ships, absolute white knuckle rides. Paul Marden: Perfect, perfect. Well, listeners, if you'd like a copy of Matthew's book recommendation, get over to blue sky. Retweet the post that Wenalyn will put out for us. I think the last thing that we really need to do is say cheers and get on with the rest of the year. Richard Morsley: Thank you very much. Andrew Baines: Thank you.Paul Marden: Thanks for listening to Skip the Queue. If you've enjoyed this podcast, please leave us a five star review. It really helps others to find us. Skip The Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them to increase their visitor numbers. You can find show notes and transcripts from this episode and more over on our website, skipthequeue fm.  The 2025 Visitor Attraction Website Survey is now LIVE! Dive into groundbreaking benchmarks for the industryGain a better understanding of how to achieve the highest conversion ratesExplore the "why" behind visitor attraction site performanceLearn the impact of website optimisation and visitor engagement on conversion ratesUncover key steps to enhance user experience for greater conversionsTake the Rubber Cheese Visitor Attraction Website Survey Report

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Recorded at the Institute Summit 2025, this episode features brothers Jason and Patrick Brennan in a powerful conversation on leadership, innovation, and growth in the automotive industry. Jason emphasizes redefining training through real-world rehearsal practice for service advisors and technicians, and using “education” language to promote a culture of ongoing development. Patrick brings his marketing expertise to the table, stressing the importance of reputation management and direct response strategies for businesses. Together, they explore how strong leadership, peer networking, and a healthy company culture attract talent and fuel long-term success. Jason Brennan, Fine Tune Auto Service, Lansing, IL and Hobart, IN. Show Notes Watch Full Video Episode The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/ Introduction (00:00:00) Transition from Plumbing to Automotive (00:02:05) Customer Service and Service Advisor Training (00:03:01) Training vs. Education in the Industry (00:05:15) Reputation Management (00:07:58) Daily Training and Rehearsal Practices (00:09:28) Improvements from Training and Peer Critique (00:12:17) Team Building and Individual Improvement (00:14:08) Teaching as Mastery and Knowledge Sharing (00:22:12) Defining Success and Perseverance (00:23:08) Peer Review and Networking Groups (00:25:16) Innovation and Customization in Business (00:29:36) Attracting and Hiring Smart People (00:30:05) Marketing Strategies for Shops (00:31:42) Organic Social Media and Community Building (00:33:32) Work-Life Balance and Turning Points (00:34:10) Joining Peer Groups and Business Turnaround (00:35:36) Leadership Development and Delegation (00:37:07) J Closing Reflections and Family Involvement (00:38:05) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976...

From fried wires (thanks, neighborhood squirrels

Just when you thought customer service couldn't spiral further into the abyss, here strolls in Gen Z with zero f*cks to give. No “hello,” no “how can I help you,” just a little turd staring at you, daring you to initiate the order. Your move—order or silence? Also, Evan is an allergy-sufferer with vim and vigor, Liz tries to coach up her teenage son in the kitchen - on how to move things in the fridge to find what you're looking for, and Rick blasts off about the app he had to download onto his phone to operate the remote vacuum in his saltwater swimming pool - poor guy. Maybe he should start a Gofundme campaign.

In this episode, we're diving deep into the art of connection with Doug Brown from CEO Sales Strategies. He is an expert at driving results, uniting teams, and delivering unforgettable customer experiences. You'll learn why today's customers are clamoring for connection, and how your business can meet that need by aligning your teams, sharpening your message, and understanding your buyers better than ever. We'll explore: Why great teams move in the same direction (and how to get yours there) How leaders set the tone for performance and culture by setting the example The power of understanding client objections before they derail your sale The secret to identifying your right-fit buyer and fine-tuning your messaging and marketing Why follow-up is the most overlooked part of both the sales and service cycle How to eliminate silos between sales, marketing, and customer service to create a seamless, connected experience Whether you're a business owner, CX leader, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.

Send us a textClick here to register you and your team for NPG Iconic. Click here to schedule free consultation with New Patient Group and/or WrightChat Click here to subscribe to The Brian Wright Show Podcast Click here to subscribe The Brian Wright Show YouTube Station Click here to subscribe to the New Patient Group YouTube Station at: Understanding what "customer experience" or "patient experience" truly means might be the most powerful competitive advantage you're overlooking. Despite being a buzzword in businesses worldwide, when asked to define it, most leaders draw a complete blank. This fundamental disconnect prevents organizations from delivering the transformative experiences that turn ordinary customers into passionate advocates.Customer experience isn't just having friendly staff—that's merely one ingredient in a complex recipe. The true psychological definition is "the totality of cognitive, effective, sensory and behavioral responses of a customer during all stages of the consumption process." This encompasses every single touchpoint before and after purchase. While hospitality skills and customer service are components, neither captures the comprehensive journey that shapes how people perceive your brand.The most successful businesses—from five-star hotels to Michelin restaurants—understand this distinction. They don't obsess over financial metrics; they obsess over creating exceptional moments at every interaction point. This mindset shift produces remarkable results: when you focus on crafting extraordinary experiences, sales and referrals naturally follow. The organizations fixated on experiences consistently outperform those fixated on numbers.This same principle applies equally to employee experience. Your team members experience a journey with touchpoints before and after being hired, each one shaping their engagement and performance. The culture you create directly impacts how well they'll deliver exceptional customer experiences when nobody's watching. True leadership means mapping these journeys, identifying every interaction, and finding ways to make each one uniquely valuable.Ready to transform your approach? Map every customer touchpoint, evaluate how each compares to competitors, and remember that regardless of your industry—you're in the people business first. Join us at our upcoming Nashville event to develop the skills needed to implement this experience-focused mindset across your organization.Welcome to the Brian Wright Show, a podcast downloaded in 127 countries. This podcast, formerly known as the New Patient Group Podcast, is dedicated to entrepreneurs, their team members and their families but for anyone wanting to transform their life, career and/or business in the new economy. The Brian Wright Show Podcast is hosted by globally renown motivational speaker, business consultant and life coach, Brian Wright. He is a trusted consultant and speaker for some of the biggest name entrepreneurs and corporations in the world, including AlignTechnology, the makers of Invisalign. He has been featured in Forbes, CNBC and The National Journal. He is currently the Founder & CEO of New Patient Group and also WrightChat. He is married and has two children.New Patient Group - The Employee & Patient Experience Co.A company designed to help orthodontists, dentists and other types of Doctors create a practice that dominates the new economy. Learn Advanced and Cutting Edg

In this eye-opening and unscripted episode, Mike and Greg peel back the curtain on one of the most underappreciated parts of the lighting industry—customer service. From misfit lightbulbs and warranty nightmares to dremel-happy customers and failing retrofits in century-old churches, no story is too strange and no frustration is off-limits. Whether it's juggling returns, handling broken bulbs, or chasing down elusive manufacturer answers, these two veterans tackle it all with grit, humor, and a healthy dose of real talk.

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guest who's chosen to stop their day to visit our location.  Episode 181 The team Isn't jelling, big super clean and locking cart syndrome This is C.T.C.S.Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

The quality of customer service can make or break a company. That has always been true but the kind of customer experience we now expect when things go wrong with our purchases is vastly different from what we wanted half a century ago. 1960s answering services, the new organisations managing calls on behalf of businesses, relied on a single technology: the telephone. Now a firm needs to offer its customers multiple ways to contact it. But which one should a company prioritise, especially in these financially straitened times? The latest AI-enabled chatbots? Well-trained, empowered people in call centres? Or something else entirely? And how do these changes impact customer service representatives, the people who actually deliver the service to us every day?Iszi Lawrence discusses these questions with Jo Causon, CEO of the Institute of Customer Service in the UK; call centre researchers Professors Premilla D'Cruz and Ernesto Noronha from the Indian Institute of Management in Ahmedabad; Franco-American service designer Matthew Marino and World Service listeners.(Photo: A woman in jeans interacting with virtual contact icons on a screen. Credit: Umnat Seebuaphan/iStock/Getty Images)

How do you grow your revenues without upsetting your existing customers?  In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton.  Published by Harvard Business Review Press, the book is called:  The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things Available here: https://bit.ly/3ZCN2wD Professor Ryan Hamilton reveal how brand growth often gets derailed not by bad strategy, but by insufficient attention to how your customer segments relate to each other. You may think your audiences are living on separate islands, but spoiler alert: they're not. They're watching each other, seeing what the other does, and sometimes they don't like it and will move elsewhere.  From Crocs to Prius to the Bud Light fiasco (and yes, even neo-Nazis in New Balance sneakers), this episode pulls no punches. It's a fast-paced, funny, and brutally honest look at why many brands fail to grow—and how you can avoid becoming the following cautionary tale.

In this episode, Mike Zayonc, co-founder at Kodif, shares what finding real traction actually looks like: testing fast, selling early, and staying close to the problem. If you're still guessing at PMF, this conversation will help you stop guessing and start proving. Highlights include: Taking a Leap of Faith (01:00), Validating Your Next Role (03:32), AI Agents for Customer Service (06:43), The Best Ways to Find Good Customers (13:05), and more… Stay updated with our podcast and the latest insights in Outbound Sales and Go-to-Market Strategies!

In this episode, Andrew Pudewa and Julie Walker are joined by IEW’s Customer Support Manager, Catherine Hafer, to discuss the many roles that the customer service team members fill as they serve you and IEW. Referenced Materials Catherine Hafer Our Team Principles of Motivation audio talk by Andrew Pudewa Four Deadly Errors of Teaching Writing audio talk by Andrew Pudewa Transcript of Podcast Episode 482 If you have questions for Andrew, send them to podcast@IEW.comPerhaps your question will be answered at the next Ask Andrew Anything (AAA). If you have questions about IEW products or classes, contact customer service at 800.856.5815 or info@IEW.com

This week on the Oakley Podcast, host Jeremy Kellett chats with Jason Webb & Bradley Simpson, Operations Managers at Oakley Trucking. During the conversation, the group provides an insider's view of managing bulk freight across pneumatic and end dump divisions. They discuss the challenges of coordinating over 900 owner operators, emphasizing the critical importance of communication, customer service, and building strong relationships. With over 1,000 customers and opportunities for growth, the podcast highlights how Oakley's success stems from reliable drivers, strategic operations, and a commitment to solving problems quickly. The conversation also reveals the complex world of trucking, where technology, customer expectations, and operational efficiency intersect to create a thriving business. Don't miss this episode!Key topics in today's conversation include:Previewing Today's Episode (0:12)Role of Operations Managers and Dispatchers (4:04)Current State of Freight: End Dumps and Pneumatics (7:14)Challenges: Capacity and Missed Opportunities (10:00)Customer Base and Untapped Potential (12:54)Communication: The Key Challenge (15:06)Booking Loads: Then vs. Now (17:23)Building Customer Relationships (20:13)Oakley's Competitive Edge (22:12)Customer Feedback and Owner-Operator Excellence (25:09)Importance of Customer Service and Owner-Operator Standards (30:04)Behind-the-Scenes Operations and Trust (33:33)Looking to the Future (37:18)Final Thoughts and Takeaways (39:23)Oakley Trucking is a family-owned and operated trucking company headquartered in North Little Rock, Arkansas. For more information, check out our show website: podcast.bruceoakley.com.

Tell your smart speaker to "Play One Oh Three One Austin"

In this conversation, Dylan Silver interviews Theresa Sage, a real estate expert who has transitioned from traditional real estate practices to leveraging AI-driven sales systems. Theresa shares her journey from door knocking for pre-foreclosures to creating AI receptionists that enhance customer service in real estate. She discusses the importance of adapting to market changes, the evolution of her business, and how she now helps other agents scale their operations using technology. The conversation highlights the growing role of AI in real estate and the potential for agents to improve their customer service and lead generation efforts.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

Welcome to our ongoing celebration of Disneyland's 70th anniversary. In many ways, Adventureland is truly the most immersive of all the lands of Disneyland. And yet, from a pedestrian space, it's perhaps one of the smallest. If you're just walking through it you can go from entrance to exit in about a minute. Unless of course Fantasmic! is going on in New Orleans Square and Fireworks are getting ready on Main Street. Then it's one of the most congested places on the map. And yet, day or night, Adventureland is full of tropical wonder and a jungle of detail. From the Enchanted Tiki Room to the Adventureland Treehouse; From the exotic Jungle Cruise to the high thrills of Indiana Jones Adventure. Join us as we celebrate the amazing True-Life Adventures of Disneyland's Adventureland. ____________________________________________________________ More Disney Insights can be found below! The Wayfinder Society--Disney Insights Patreon Page--More Disney Insights to interact with, while supporting the podcast. Here we bring the best in Disney both in terms of the magic of the parks as well as the business behind the magic! And now as part of Disneyland's 70th anniversary, we have a new interactive Disney Insight Fact Discovery, which unlocks scores of fascinating details few know about. With text, images, video and audio, we explore these realms whether you are right on the streets of the "Happiest Place on Earth" or enjoying it virtually from your own couch at home. Join today! Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. Disney Insights Facebook Page--Come join and interact in conversation with others. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. ________________________________________________________ Check out Zanolla Travel to book your next vacation! David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 ____________________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!

In this unfiltered and unforgettable episode, host Taylor McAdams kicks her boots up with one of her closest friends, Megan Ray. A social media powerhouse with deep rodeo roots, Megan shares her journey from the ticket booth of the Ellensburg Rodeo to managing social strategy for major Western brands. The two reminisce about their chaotic (and hilarious) internship during the 2020 NFR and how it trauma-bonded them for life: yes, including the time they became impromptu customer service reps when an entire streaming app crashed.Through laughter, lessons, and lots of "mhm's," Megan reminds us that the best career moments often come from simply saying yes and believing in your own potential. This is a must-listen for anyone who's ever wondered if they belong at the table and decided to pull up a chair anyway.

What if sales didn't have to be about being pushy or intimidating, but instead about solving problems and making life better? Join us as we explore this concept with our guest, Andee Hart, who transformed her corporate sales expertise into a flourishing candle business during the pandemic. Andee's inspiring journey is a masterclass in differentiation and tenacity, from how she successfully stood out in a crowded market to how she scaled her business to hundreds of boutiques.   Listen in as we cover effective pricing strategies, as well as the critical role of personalized retailer outreach for wholesale brands. We also examine how missteps in pricing can affect perceived quality, the importance of market research, and how assuming positive intent can turn customer service challenges into opportunities for creating brand loyalty. This episode is packed with practical advice and personal anecdotes that offer a roadmap for anyone looking to scale their product-based business. Resources:  Andee Hart: Instagram | Pinterest | Podcast | LinkedIn  Hart Design Co   Join The Boutique Hub    Ashley Alderson: Instagram    The Boutique Hub: Website | Facebook | Instagram | Pinterest | TikTok | YouTube 

Discover all of the podcasts in our network, search for specific episodes, get the Optimal Living Daily workbook, and learn more at: OLDPodcast.com. Episode 1721: Shankar Ganesh reveals the surprisingly simple strategies behind exceptional customer service experiences that companies can learn, and "steal" from the best in the business. By dissecting memorable service tactics from brands like Nordstrom and Zappos, Patel offers actionable ideas to create loyal customers who market your business for you. Read along with the original article(s) here: https://neilpatel.com/blog/customer-service-worth-stealing/ Quotes to ponder: "Customer service is one of the most powerful forms of marketing that exists." "When you give people more than they expect, they remember it." "Your customers are human beings. Treat them that way." Episode references: Zappos Insights: https://www.zapposinsights.com/ Disney Institute - Quality Service: https://www.disneyinstitute.com/courses/quality-service/ Learn more about your ad choices. Visit megaphone.fm/adchoices

You've asked for it, here it is. My first favourite things episode for 2025. In today's episode we unpack what I have been reading, we have one new selection and one oldie but goodie! Stay tuned for next weeks episode. See omnystudio.com/listener for privacy information.

James O'Brien has spent over a decade founding, building, and raising capital for early stage startups across a variety of industries. He is the co-founder and COO of an AI startup called Ducky — process and workflow automation software for the Customer Service industry. Prior to co-founding Ducky, James was the Chief Operating Officer of Nashville, TN-based asset manger Valkyrie Investments. During his tenure there, Valkyrie investments launched the United State's second bitcoin futures ETF and grew to over $1B in assets. Before Valkyrie, James was the first hire at AltoIRA, a Nashville-based fintech company specializing in self-directed IRAs designed for alternative asset investing. At Alto, he helped scale operations from pre-seed through series A — growing the team from 2 to over 100 individuals. While at Alto, James helped to establish, and then lead, the firm's business development function and, later, crypto offerings. Apart from the land of startups, James is a singer and fledgling piano player — he moved down to Nashville, TN over a decade ago singing in a band. He loves cooking, reading (primarily fantasy novels), yoga and spending time with friends + family. James advises a number of early-stage crypto projects, assisting with operational challenges and fundraising, and works with 10X Capital as a venture partner. He is a graduate of Colby College. Connect with Jon Dwoskin: Twitter: @jdwoskin Facebook: https://www.facebook.com/jonathan.dwoskin Instagram: https://www.instagram.com/thejondwoskinexperience/ Website: https://jondwoskin.com/LinkedIn: https://www.linkedin.com/in/jondwoskin/ Email: jon@jondwoskin.com Get Jon's Book: The Think Big Movement: Grow your business big. Very Big!   Connect with James O'Brien: Website: www.ducky.ai X: https://x.com/Jnpobrien LinkedIn: https://www.linkedin.com/in/jnpobrien/                                       *E – explicit language may be used in this podcast.

In this episode of Passion to Profession sponsored by eBay, Matt from 5 Star Cards shares how a side hustle turned into a full-time operation. We explore the early grind of weekend shows, how eBay became a backbone for sales, and what it takes to run a consignment business collectors trust.Matt gets real about the transition from collector to business owner, how he handles volume without losing his collector-first mindset, and why building relationships is the most important part of staying in the game.If you've ever thought about scaling your passion or you're curious how the top sellers work behind the scenes, this conversation will give you a real look at the process.A special thank you to eBay for sponsoring Passion to Profession. The biggest and best marketplace to buy your next favorite trading card.Get exclusive content, promote your cards, and connect with other collectors who listen to the pod today by joining the Patreon: Join Stacking Slabs Podcast Patreon[Distributed on Sunday] Sign up for the Stacking Slabs Weekly Rip Newsletter using this linkFollow Stacking Slabs: | Twitter | Instagram | Facebook | TiktokFollow 5 Star Cards: | Website | eBay 

While fresh back from the Florida Dental Lab Association meeting in Orlando, THANKS JENSEN DENTAL (https://jensendental.com/)… we are still bringing you conversations from the exocad (https://exocad.com/) booth from the largest dental show in the world, IDS in Cologne Germany (https://www.english.ids-cologne.de/). But first… We are many, many months away from Chicago in February, but our very own Barb Warner is going to be the very first female Chair of the Cal-Lab Association (https://cal-lab.org/) that is over 100 years old. Let's make this the most well-attended event ever. Head over to Cal-Lab.org and sign up for this amazing meeting that takes place the Thursday and Friday of the same weekend as Lab Day Chicago. Let's all plan to go and support Barb! Now, first up we chat with a dentist from India, Dr. Manish Chhabra. After going though the school, Dr. Chhabra discovered that he really had a fondness for digital design. So he opened a lab. Eventurally he meets the owner of Leixir Dental Lab Group (https://www.leixir.com/) and formed a partnership to open a design center in India to support the group of labs. Starting with 2 employees and taking it to 300, Dr. Chhabra learned all about training and scaling. Now he has set off and created dgadental.com (https://dgadental.com/) to train clinicans and technicians using VR headsets. Then we sit down with someone from Ivoclar (https://www.ivoclar.com/en_li) that has a lot to do with their success, Tobias Specht. Tobias came on the podcast about 2 years ago and this time stops by to update us on celebrating 20 years of emax (https://www.ivoclar.com/en_li/products/metal-free-ceramics/all-ceramics) , their new Ivotion Printed Base (https://www.ivoclar.com/en_li/products/digital-processes/3d-printing-materials) and how easy it is to reline, what Ivoclar has going on at IDS in their two booths, and a new way to mill emax faster. So much is covered, it's hard to believe it all new from Ivoclar. Take it from Laura Prosser, the digital marketing manager for Ivoclar North America (https://www.ivoclar.com/en_us). She would like to invite you to start following them on Instagram. It's your chance to obtain exclusive updates on product announcements, industry news, upcoming educational events, and heartwarming stories about our local team and industry professionals. Let's get social together. Simply start following us on Instagram @Ivoclar.na (https://www.instagram.com/ivoclar.na/). We'll see you there. Special Guests: Dr Manish Chhabra and Tobias Specht.

Today's interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent research of theirs that finds that the phone still reigns in customer service, making the contact center into a ‘command center,' why voice channels aren't relics of the past but are, in fact, essential infrastructure, that customer service interactions are becoming increasingly contentious and what their AI capabilities are doing to help with that. This interview follows on from my recent interview – The future of CX and agentic CX – Interview with Sid Banerjee of Medallia – and is number 544 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

This episode of the Transform Sales Podcast, Sales Software Review Series, features Sebastião Zaragoza, Chief Commercial Officer at GetVocal.ai. Sebastião explains how GetVocal's AI-powered phone agents revolutionize call center, sales, and customer service operations by effectively managing high call volumes without expanding staff. He highlights how GetVocal AI agents operate 24/7, seamlessly integrate with existing CRM systems, support multiple languages, and offer immediate response capabilities, significantly enhancing customer satisfaction and operational efficiency. Sebastião discusses key differentiators, such as GetVocal's advanced conversational intelligence, continuous learning capabilities, and easy integration with diverse tech stacks. Discover how GetVocal not only dramatically reduces response times but also consistently resolves around 80% of customer inquiries autonomously, providing scalable solutions that improve customer interactions without increasing payroll. Try GetVocal AI here: https://software.cloudtask.com/getvocal-ai-f3f139 #CustomerService #AIPhoneAgent #CallCenterAI #CustomerSupport #SalesEfficiency #GetVocalAI

In this engaging episode, we hear from Stewart Wong, Vice President of Strategy, Sustainability and Communications, Holland Bloorview Kids Rehabilitation Hospital, as he takes us on a creative and candid journey through one of the hospital's most ambitious challenges: space optimisation during rapid growth. Blending Star Trek metaphors with real-world strategy, Stewart shares how Holland Bloorview responded to a post-pandemic staffing boom, disorganised booking systems, and mismatched clinical workspaces—transforming the chaos into a cohesive, people-first space strategy. From establishing governance and principles to engaging teams in meaningful co-design, this story is about much more than bricks and mortar. It's about building culture, community, and clarity—without a capital expansion. Tune in for practical lessons on innovation, leadership, and turning constraints into catalysts for change. Stewart Wong, Vice President of Strategy, Sustainability and Communications, Holland Bloorview Kids Rehabilitation Hospital   For more great insights head to www.PublicSectorNetwork.co  

Two-time Emmy and three-time NAACP Image Award-winning television Executive Producer Rushion McDonald interviewed Thomas Barnes. A technology entrepreneur and franchise owner, shares his journey from corporate IT to owning an Experimax store, specializing in Apple product sales, service, and repairs. He discusses entrepreneurship, customer service, hiring strategies, and the challenges of competing in the tech repair industry. Segment Breakdown & Key Highlights Introduction & Background Host Rushion McDonald introduces Thomas Barnes as Atlanta’s Technology Guru, highlighting his love for math and science that led him into the tech industry. Thomas reflects on his 30+ years in IT, working with Fortune 50, 100, and 500 companies, and his decision to become a business owner during the COVID-19 pandemic. Entrepreneurial Journey & Franchise Ownership Shares his motivation to own a business instead of working for others, officially becoming an Experimax franchise owner in 2021. Explains his research process, initially exploring food and beverage franchises before discovering the Apple-focused Experimax model. Highlights the brand's niche market—specializing in Apple product repairs and sales, leveraging his tech and business expertise. Challenges & Competitive Strategy Discusses the difficulty of hiring skilled technicians, emphasizing the need for Apple expertise but openness to training individuals with Android/Windows experience. Introduces John Goldwasser, his store manager, who is proficient in both Apple and Android technology. Differentiates Experimax from Apple Stores, offering shorter wait times, personalized service, and no mandatory appointments. Competes with local repair shops, emphasizing his store’s established reputation and specialized expertise. Customer Service & Business Growth Emphasizes treating employees with respect to ensure loyalty and a strong team culture. Discusses customer acquisition costs and his strategy of actively networking and promoting his store. Highlights customer experiences, mentioning loyal Apple users seeking alternatives for repairs and upgrades. Entrepreneurship & Lessons Learned Stresses the importance of faith, resilience, and risk-taking in business. Encourages entrepreneurs to step out on faith and not fear challenges. Talks about the importance of a business plan, sharing his experience of developing financial projections for securing loans. About Thomas Barnes Atlanta-based technology entrepreneur with 30+ years in IT. Franchise owner of Experimax Sandy Springs, specializing in Apple product sales, service, and repairs. Passionate about customer service, mentorship, and business growth. Advocate for entrepreneurship, faith-based leadership, and strategic planning. Thomas’ journey showcases determination, business acumen, and a commitment to providing quality tech services. His Experimax store serves as a go-to alternative for Apple users, offering expert repairs and personalized customer experiences. Want to learn more? Visit Experimax Sandy Springs or follow Thomas Barnes' business updates online. #BEST #STRAW #SHMS Support the show: https://www.steveharveyfm.com/See omnystudio.com/listener for privacy information.

Two-time Emmy and three-time NAACP Image Award-winning television Executive Producer Rushion McDonald interviewed Thomas Barnes. A technology entrepreneur and franchise owner, shares his journey from corporate IT to owning an Experimax store, specializing in Apple product sales, service, and repairs. He discusses entrepreneurship, customer service, hiring strategies, and the challenges of competing in the tech repair industry. Segment Breakdown & Key Highlights Introduction & Background Host Rushion McDonald introduces Thomas Barnes as Atlanta’s Technology Guru, highlighting his love for math and science that led him into the tech industry. Thomas reflects on his 30+ years in IT, working with Fortune 50, 100, and 500 companies, and his decision to become a business owner during the COVID-19 pandemic. Entrepreneurial Journey & Franchise Ownership Shares his motivation to own a business instead of working for others, officially becoming an Experimax franchise owner in 2021. Explains his research process, initially exploring food and beverage franchises before discovering the Apple-focused Experimax model. Highlights the brand's niche market—specializing in Apple product repairs and sales, leveraging his tech and business expertise. Challenges & Competitive Strategy Discusses the difficulty of hiring skilled technicians, emphasizing the need for Apple expertise but openness to training individuals with Android/Windows experience. Introduces John Goldwasser, his store manager, who is proficient in both Apple and Android technology. Differentiates Experimax from Apple Stores, offering shorter wait times, personalized service, and no mandatory appointments. Competes with local repair shops, emphasizing his store’s established reputation and specialized expertise. Customer Service & Business Growth Emphasizes treating employees with respect to ensure loyalty and a strong team culture. Discusses customer acquisition costs and his strategy of actively networking and promoting his store. Highlights customer experiences, mentioning loyal Apple users seeking alternatives for repairs and upgrades. Entrepreneurship & Lessons Learned Stresses the importance of faith, resilience, and risk-taking in business. Encourages entrepreneurs to step out on faith and not fear challenges. Talks about the importance of a business plan, sharing his experience of developing financial projections for securing loans. About Thomas Barnes Atlanta-based technology entrepreneur with 30+ years in IT. Franchise owner of Experimax Sandy Springs, specializing in Apple product sales, service, and repairs. Passionate about customer service, mentorship, and business growth. Advocate for entrepreneurship, faith-based leadership, and strategic planning. Thomas’ journey showcases determination, business acumen, and a commitment to providing quality tech services. His Experimax store serves as a go-to alternative for Apple users, offering expert repairs and personalized customer experiences. Want to learn more? Visit Experimax Sandy Springs or follow Thomas Barnes' business updates online. #BEST #STRAW #SHMS See omnystudio.com/listener for privacy information.

 In this episode of the Laundromat Millionaire Show, Carla Menz, Brett Lyon, and James discuss the transformative impact of AI on the laundromat industry. They delve into the development of a premium AI call center, emphasizing the importance of customization, accuracy, and customer service. The conversation highlights the journey of AI engineering, the challenges faced in implementation, and the future potential of AI in laundromats. A live demo showcases the capabilities of the AI call center, demonstrating its ability to handle customer inquiries efficiently and accurately. The episode concludes with a call to action for laundromat owners to embrace AI technology to stay competitive in the evolving market.AI, Laundromat, Call Center, Customer Service, Automation, Technology, Digital Marketing, Innovation, Business Solutions, CustomizationReferenced Links: Our Sponsors: H-M Company Drain Troughs: https://www.draintroughs.comLaundroBoost Marketing Company: https://laundroboostmarketing.com/Our Website: https://www.laundromatmillionaire.comOur Online Course: https://dave-menz.mykajabi.com/sales-pageOur Youtube channel: https://youtube.com/c/LaundromatMillionaireOur Podcast: https://laundromatmillionaire.com/podcast/Our Facebook: https://www.facebook.com/laundromatmillionaire/Our Facebook Group: https://www.facebook.com/groups/laundromatmillionaireOur LinkedIn: https://www.linkedin.com/in/dave-laundromat-millionaire-menz/Our Instagram: https://www.instagram.com/laundromatmillionaire/Our laundromats: https://www.queencitylaundry.comOur pick-up and delivery laundry services: https://www.queencitylaundry.com/deliveryOur WDF & Delivery Workshop: https://laundromatmillionaire.com/pick-up-delivery-workshop/Suggested Services Page: https://www.laundromatmillionaire.com/servicesWDF & Delivery Dynamics: A Complete Business Blueprint: https://laundromatmillionaire.com/wdf-delivery-dynamics-a-business-blueprint/Clean Show Registration: https://the-clean-show.us.messefrankfurt.com/us/en.htmlDemo AI Call Center Number: +1-513-951-3894Timestamps00:00 Episode 99 Intro to AI in Laundromats01:48 Meet James: The AI Engineer  05:00 The Evolution of AI Services07:28 AI Call Center: A Game Changer13:04 Building a Knowledge Base for Success add 2.4214:07 Challenges and Solutions in AI Implementation23:43 Live Demo of the AI Call Center28:36 Voice and Language Customization in AI Services32:22 AI Call Center Efficiency and Accuracy42:26 Integration with POS Systems45:39 Turnaround Time for AI Call Center Orders49:53 Addressing Fears and Misconceptions about AI  54:47 Additional AI Services to be Revealed1:00:29 Call to Action and Future Opportunities 

Is Whatnot the next big reselling platform?In episode 102 of The Side Hustle Experiment Podcast  John (https://www.instagram.com/sidehustleexperiment/) and Drew  (https://www.instagram.com/realdrewd/) talk with Rick.We break down why Amazon sellers are jumping ship and testing out selling on Whatnot. Rick, who still pulls in $40K/month on Amazon part-time, shares how he made $400 in just two hours on Whatnot — and why this could be the beginning of a new wave in live selling.We compare Whatnot vs Amazon, break down how to get started, what mistakes to avoid, and how the platform rewards early adopters. If you're wondering how to sell on Whatnot, whether it's worth it in 2025, or how to turn your old Amazon inventory into quick cash, this one's for you.

Email automation is a powerful yet underused revenue driver. Automated campaigns generate 37% of email sales while only representing 2% of total send volume. In this episode of Email After Hours, hosts Guy Hanson and Danielle Gallant welcome Greg Zakowicz, a 19-year email marketing veteran, to explore how businesses can leverage automation effectively to drive engagement and revenue while reducing manual effort.

In this episode of the Profitable Christian Business Podcast, host Doug Greathouse sits down with Curt Moore, founder of Moat Title Security, to discuss his bold leap from a 30-year corporate career in the energy sector into the world of Christian entrepreneurship. Curt shares how his faith has fueled the mission behind Moat, a startup protecting homeowners from title fraud and squatter issues. Doug and Curt dive deep into the often-overlooked threats facing property owners and how Moat's innovative legal tools proactively guard against identity theft in real estate. You'll hear candid reflections on startup struggles, the importance of passion and perseverance, and how God's guidance plays a critical role in decision-making. If you're building a business from the ground up—or protecting one you've already built—this episode offers encouragement, education, and eternal perspective. Topics Covered: Transitioning from corporate to startup life How to handle startup challenges with faith and grit Why title fraud is rising—and how to protect yourself The role of faith in overcoming entrepreneurial obstacles Practical tips for proactive financial stewardship Key Takeaways: Experience often outweighs theoretical knowledge Passion is critical to push through valleys in business Title monitoring isn't enough—protection must be proactive Christian entrepreneurs must balance vision, obedience, and strategy Customer service rooted in human connection is a key differentiator Links & Resources:

Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical importance of human experience in business, emphasizing that while technology can enhance service, it cannot replace the unique value of personal interactions. He introduces the concept of URX (You Are the Experience) and highlights the decline of people skills across generations, particularly among younger employees who are often 'relationship disadvantaged' due to their upbringing in a digital world. DiJulius advocates for businesses to prioritize training in connection skills and to foster a culture that values meaningful relationships, both internally among employees and externally with customers. In this episode, John DiJulius III and Denise Thompson explore the importance of curiosity in conversations, the significance of personal touches in business relationships, and the philosophy of pursuing greatness. They discuss how focusing on others, listening actively, and finding gifts in every interaction can lead to stronger connections and greater success in both personal and professional realms. Takeaways URX stands for 'You Are the Experience' and emphasizes the importance of employee engagement. Technology is easily replicable, but the human experience is unique to each business. Companies must prioritize training in people skills for all generations. Younger generations are often 'relationship disadvantaged' due to technology. In-person interactions are crucial for developing people skills. Loneliness affects all generations, not just the young. Social media contributes to a decline in real-life social skills. Employers play a key role in teaching connection skills to employees. The Ford method (Family, Occupation, Recreation, Dreams) helps build rapport. Making meaningful connections can significantly impact personal and professional lives. Focus on the other person to build rapport. Curiosity is key in conversations. Listening is more important than talking. Personal touches can enhance business relationships. Gifts in conversations can strengthen connections. Pay attention to details shared by others. Interrupting can hinder effective communication. Avoid stealing someone's thunder in conversations. Pursuing greatness requires more than just doing your best. Achieving greatness is a continuous journey. Chapters 00:00The Importance of Experience in Business 04:07Building Relationships in the Workplace 09:52The Impact of Technology on People Skills 15:02Teaching Connection Skills in the Workplace 27:35The Journey to Career Choices 30:55The Art of Curiosity in Conversations 34:52Incorporating Personal Touch in Business 38:19Finding Gifts in Every Conversation 42:13The Philosophy of Pursuing Greatness   Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ 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 Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/   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.  

Episode Summary: Host Angelo Roberts interviews Vance Morris, a former Disney executive turned business consultant, who reveals how Disney's customer service principles can transform any small business into a premium-priced operation.The 17% Problem: When Vance's team called 4,000 home service businesses, only 17% answered with a live person—exposing a massive opportunity for businesses that simply answer their phones.Disney's $180 Secret: Discover why Disney charges premium prices while delivering experiences customers gladly pay for, and how any business can apply these same principles.Zero-Cost Marketing Revolution: How an Alabama insurance agent transformed his business by changing his phone greeting to "the agency that rocks"—instantly filtering out price shoppers while attracting ideal customers.The Customer Journey Blueprint: Vance's systematic approach to mapping every customer touchpoint and identifying high-impact improvements that require minimal investment but deliver maximum results."Out of Market" Advertising: Unconventional strategies for finding your customers where competitors don't think to look—from wine in gun magazines to jewelry at horse auctions.Most businesses unknowingly create "sales prevention" and "service prevention" obstaclesHome service providers can create portable sales environments to justify premium pricingRecognition creates connection, and connection justifies premium pricingSystematic processes, not personalities, ensure consistent customer experiencesSmall details often deliver the biggest competitive advantagesVance shares his unique background as a former "birth control factory security guard" and his experience portraying Goofy at Disney events, revealing how recognition creates instant connection with customers.Answer your phone with a live person immediatelyMap your complete customer journey to identify improvement opportunitiesEliminate unnecessary obstacles in your sales and service processesCreate memorable experiences that justify premium pricingLook for marketing opportunities where competitors aren't presentFormer Disney executive with 10 years of experience, successful owner of three home service businesses, author of "Systematic Magic," and founder of Deliver Service Now. He helps businesses apply Disney's customer service principles to achieve premium pricing and improved customer retention.Resources Mentioned:DeliverServiceNow.com for free downloads and resources"Systematic Magic: The Seven Magic Keys to Disney-fying Your Business""Tales from the Customer Service Crypt"Keep up with your Host: Flowpage.com/angelorobertsjrTo learn more about Vance and his Disney Strategy: https://www.linkedin.com/in/vancemorris/ https://www.deliverservicenow.com/

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?

Charles 'Chuck' Ritter is a Retired U.S. Army Special Forces Sergeant Major Green Beret. Having served multiple combat deployments - 17 in total - to areas including Yemen, Iraq, Afghanistan, & Syria, Chuck has an extensive military career spanning over 27 years in service, primarily with the 3rd Special Forces Group (Airborne). He was blown up by an IED in 2008, shot three times by a PKM in 2013, and caught another bullet in his right hand in 2014, earning him the unofficial title of 'bullet magnet', and he has received numerous awards for his valor including the Silver Star, Bronze Star for Valor, and three Purple Heart Medals. Recently, Chuck completed his tenure as the Deputy Commandant for the United States Army John F. Kennedy Special Warfare Center and School's (USAJFKSWCS) Non-Commissioned Officer Academy at Fort Bragg, North Carolina. He founded Lycos Group LLC, a leadership consulting company and also co-hosted the podcast 'Pineland Underground' for the Special Warfare Center and School. Since then, he's co-founded Objective Arete, an organization focused on personal excellence and self-efficacy, where he also co-produces 'The Objective Arete Podcast.' Subscribe to the Mike Drop Patreon Page to see Ad-Free Episodes Early + Bonus Content at https://www.patreon.com/mikedrop ---------- Support Chuck Ritter - Check out Chuck's Podcast, The Objective Arete Podcast, at https://objectivearete.com/category/podcast/ Objective Arete - https://objectivearete.com/ Website - https://chuckritter.com/ LinkedIn - https://www.linkedin.com/in/chuckritter/ Instagram - https://www.instagram.com/chuck.p.ritter X - https://x.com/Chuck_Ritter92 ---------- Sponsors: C. Crane When the internet goes dark, radio still works! Order Your C. Crane CC Radio 3 today when you call C. Crane's U.S. based Customer Service at 800-522-8863 or visit https://ccrane.com/drop and use code DROP at checkout for 10% off orders over $75! ---------- TEAM DOG FOOD, TREATS & SUPPLEMENTS Be Your Dog's Hero: Veteran-owned by a former Navy SEAL and Special Operations K9 Trainer, Team Dog provides a complete diet of science-backed premium dog food, treats, and supplements to optimize your dog's health, forged from rigorous standards and real-world expertise. https://www.teamdog.shop TEAM DOG ONLINE TRAINING Mike Ritland – a former Navy SEAL & Special Operations K9 trainer – shares his simple and effective dog training program to build trust and control with your dog. Based on Mike's bestselling book “Team Dog, Train the Navy SEAL Way”, join tens of thousands of families that successfully trained their way to a better dog. https://www.teamdog.pet SHOP ALL THE MIKE RITLAND BRANDS Get all your Mike Ritland branded gear - Mike Drop | Trikos | Team Dog https://shop.mikeritland.com/ Learn more about your ad choices. Visit podcastchoices.com/adchoices

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Something happened over the weekend that I probably never quite envisioned. And neither did thousands of guests who always found time to spend a few moments with Jim Henson's Muppet-Vision 3D. We celebrate this film, and its creator, sharing some insights of how all this came to be. We'll take a look at the Muppets over the years as they've come to be a part of The Walt Disney World Resort. We'll talk about all of the components that made up Muppet Courtyard, and what made Muppet-Vision 3D so really special. Join us as we commemorate this attraction, its setting and consider both its past and future. It's a rousing 3 hour finale, but we're trying to keep it around 40 minutes. ____________________________________________________________ More Disney Insights can be found below! The Wayfinder Society--Disney Insights Patreon Page--More Disney Insights to interact with, while supporting the podcast. Here we bring the best in Disney both in terms of the magic of the parks as well as the business behind the magic! And now as part of Disneyland's 70th anniversary, we have a new interactive Disney Insight Fact Discovery, which unlocks scores of fascinating details few know about. With text, images, video and audio, we explore these realms whether you are right on the streets of the "Happiest Place on Earth" or enjoying it virtually from your own couch at home. Join today! Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. Disney Insights Facebook Page--Come join and interact in conversation with others. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. ________________________________________________________ Check out Zanolla Travel to book your next vacation! David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 ____________________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!

Ever wonder what half a billion minutes of AI-powered customer service actually sounds like?  On the latest Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO & Co-founder of Replicant. We dive deep into how their enterprise-grade AI is transforming customer service, moving beyond frustrating IVRs to deliver full-call resolution for even the most complex issues. This AI doesn't just sound natural; it thinks on its feet, adapts in real time, and helps customers solve complex problems. It's set up to handle an emergency roadside service scenario, just like the Replicant AI agents that have automated millions of calls for North America's largest roadside assistance providers. Learn why this is a "now or never" moment for voice automation, and how AI can drive massive cost savings while boosting customer satisfaction. We tackle everything from empathy to human + AI handoffs! This episode is sponsored by Replicant. Ready to experience it yourself? You can talk to Replicant's AI agent right now: 

Achieving Success with Olivia Atkin Episode 137 "How To Achieve A Clear Vision For Unstoppable Success with John Marvin"Olivia talks personal and professional achievements with John Marvin. John D. Marvin is the President and CEO of Texas State Optical, a leading network of independent optometrists generating over $110 million in annual revenue. With nearly 25 years of leadership experience, John has transformed TSO into one of the top ten retail optical companies in the United States, setting a benchmark for excellence in eye care and business growth. He is a Certified Member of the John C. Maxwell Team of Professional Speakers, Trainers, and Coaches, sharing his expertise in leadership, customer service, and practice management. John's ability to align mindset with strategy has not only driven TSO's success but also made him a sought-after mentor for professionals in sales, business, and personal growth. His insights into consumer behavior and organizational leadership offer a wealth of knowledge for anyone aiming to elevate their success.Join Olivia every Tuesday as she brings on top notch guests to talk about how they are Achieving Success! Career Development Book and More at Achieving-success.comStay Connected With Us:Linkedin: https://www.linkedin.com/company/achieving-success-llcInstagram: @_achievingsuccessTwitter: @_achievesuccessFacebook: @Achieving SuccessYou can find John Marvin:LinkedIn: John MarvinEmail: jdmarvin@tso.comBecome a supporter of this podcast: https://www.spreaker.com/podcast/achieving-success-with-olivia-atkin--5743662/support.

Joining us LIVE at the Simply Business Summit, alongside Alli Garison, Carrie Benedet, Susan Judd and Julia Mattox is the brilliant Tahnee Sanders. Tahnee is a wealth of information when it comes to Messaging, Marketing and AI for small business owners. A long time attendee and speaker at Simply Business Summit, we cannot wait to have quality time in the room with Tahnee, learning the latest when it comes to making more money and having more impact in our businesses. I hope you will join Tahnee, Susan, Alli, Carrie, Julia and I at this years Simply Business Summit June 18-20, 2025. Book now at simplystaceymorgan.com/summitSee omnystudio.com/listener for privacy information.

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 HEREToday, Jeff sits down at Tools 2025 with Paul Danner (ScannerDanner), Keith Perkins, and Check Engine Chuck. Paul shares updates on the SD Charities initiative and highlights the importance of giving back to the community, including a tool auction supporting an auto tech school in Senegal. Keith and Chuck discuss the challenges and rewards of growing their businesses, from shop expansion to personal journeys in technical skill development. The group engages in an honest conversation about industry image, the need for higher labor rates, and the vital role of technician recognition and continued networking.00:00 "Tools 2025: Meeting Success"05:24 Supporting Solar for African Schools12:01 "Striving for Effective Communication"20:58 Promotional Shorts and Circuit Troubleshooting24:27 Accountability in Vehicle Repairs27:36 Online Creators' Ethical Responsibility33:19 "Revamping Labor Rates in Trades"40:18 "Profitability of Brake Suspension Work"47:15 Seeking Appreciation and Change50:32 "Rethinking Industry Value Perception"57:21 Paul's Dubious Car Flipping Tactics58:35 U-Haul's Business Model Explained01:08:00 Mutual Respect and Encouragement01:14:01 "Collaborate Beyond Platforms" 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

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

Chris Fettes is a former U.S. Navy SEAL who served for 13 years with SEAL Team 10 and the Naval Special Warfare Development Group (DEVGRU). He deployed to combat zones in Iraq, Afghanistan, and Somalia, where he served as a sniper and earned a Bronze Star at JTAC. A notable marksman, Fettes once made a 900-yard sniper shot on an enemy in Somalia, and would often bring a high-end ice cream machine on deployments to make ice cream for his teammates and local children. Chris Fettes is a former U.S. Navy SEAL who served for 13 years with SEAL Team 10 and the Naval Special Warfare Development Group (DEVGRU). He deployed to combat zones in Iraq, Afghanistan, and Somalia, where he served as a sniper and earned a Bronze Star at JTAC. A notable marksman, Fettes once made a 900-yard sniper shot on an enemy in Somalia, and would often bring a high-end ice cream machine on deployments to make ice cream for his teammates and local children. After leaving the military in 2016, Fettes didn't take the easy road. Like many veterans, the transition to civilian life came with its own set of battles. But in true warrior fashion, he forged a new path—launching 'Be Free Craft Ice Cream' in 2022, a small-batch, veteran-owned ice cream brand based in Virginia Beach. Each flavor is a tribute to his military past, blending boldness and creativity like only a seasoned operator could. He recently provided private security for Shawn Ryan during a controversial trip to Romania—and he's just getting started. Subscribe to the Mike Drop Patreon Page to see Ad-Free Episodes Early + Bonus Content at https://www.patreon.com/mikedrop ---------- Support Chris Fettes - Website - https://befreeicecream.com/ YouTube - https://www.youtube.com/@chrisfettes6 Instagram - https://www.instagram.com/chrisfettes6/ Facebook - https://www.facebook.com/profile.php?id=100085655282219 ---------- Sponsors: C. Crane When the internet goes dark, radio still works! Order Your C. Crane CC Radio 3 today when you call C. Crane's U.S. based Customer Service at 800-522-8863 or visit https://ccrane.com/drop and use code DROP at checkout for 10% off orders over $75! ---------- BUBS Naturals The BUBS namesake derives from Glen ‘BUB' Doherty, who was heroically killed in Benghazi, Libya in 2012. In addition to remembering Glen for the patriot he is, the BUBS ethos centers around the passionate and adventure seeking life that Glen lived. BUBS Naturals products are rooted in sustainably sourced ingredients and controlled consistency to provide our customers with the highest quality Collagen Protein & MCT Oil Powder that help you feel amazing and live a fuller life. Our mission is simple. FEEL GREAT. DO GOOD. 10% always goes back to charity, helping military men and women transition back into civilian life. Go to https://www.bubsnaturals.com/mike and use code MIKE for 20% off your order. ---------- TEAM DOG FOOD, TREATS & SUPPLEMENTS Be Your Dog's Hero: Veteran-owned by a former Navy SEAL and Special Operations K9 Trainer, Team Dog provides a complete diet of science-backed premium dog food, treats, and supplements to optimize your dog's health, forged from rigorous standards and real-world expertise. https://www.teamdog.shop TEAM DOG ONLINE TRAINING Mike Ritland – a former Navy SEAL & Special Operations K9 trainer – shares his simple and effective dog training program to build trust and control with your dog. Based on Mike's bestselling book “Team Dog, Train the Navy SEAL Way”, join tens of thousands of families that successfully trained their way to a better dog. https://www.teamdog.pet SHOP ALL THE MIKE RITLAND BRANDS Get all your Mike Ritland branded gear - Mike Drop | Trikos | Team Dog https://shop.mikeritland.com/ Learn more about your ad choices. Visit podcastchoices.com/adchoices