Podcasts about customers

Do you find yourself feasting one week on mass amounts of leads then suddenly a week later find yourself sulking because the phone hasn't rang ?   This is call lead-lulls, and it is a curable disease.   Lend an ear for this audio medication    https://dentco.us   http://instagram.com/dentcopdr

The Brands That Win Care More. In baseball, you can feel when a team cares. You walk into the clubhouse… You watch how players treat the equipment manager… You see the energy in batting practice. You know immediately. The same thing happens in business. Customers can feel when a company actually gives a damn. And when they do… they become your biggest promoters. In this episode of WINNERS FIND A WAY, Trent Clark sits down with Justin Ricklefs, founder of Guild Collective and author of Give a Damn, to talk about the real competitive advantage in business today: human connection. Justin shares how brands win when they stop shouting about their products… and start telling stories that connect with people. This conversation covers: • Why your brand story matters more than your marketing budget • The biggest mistake companies make when communicating with customers • Why Chick-fil-A, Nike, and Apple dominate through emotional connection • How great leaders build companies that people actually care about • The power of customer delight in a noisy marketplace As Justin says: "Your brand is the story people tell about you when you're not in the room." Winners Find a Way_ Guest-Justi… The question every leader should ask is simple: What story are people telling about your company? ABOUT THE GUEST Justin Ricklefs is the Founder and CEO of Guild Collective, a Human-First brand agency helping organizations grow through clarity, connection, and creativity. Before launching Guild Collective, Justin spent years working in sports organizations including the Kansas City Chiefs, helping build partnerships and revenue through strategic storytelling. Justin is also the author of Give a Damn: The Catalyst for Caring Companies, a book that challenges businesses to rediscover the power of caring about customers, employees, and community. He lives in Kansas City with his wife Brooke and their five children. RESOURCES MENTIONED Justin Ricklefs Website: https://guildcollective.com Book: Give a Damn Connect with Justin LinkedIn: https://www.linkedin.com/in/justinricklefs/ WATCH / LISTEN TO THE EPISODE

Nick Glimsdahl is a leading authority in Customer Experience (CX) and Digital Transformation, specializing in the critical connection between authentic service and business success.As the Director of Contact Center Solutions at VDS and host of the weekly podcast Press 1 For Nick, Nick combines deep expertise in sales, marketing, and contact-center strategy to help organizations create effortless and human-centered customer experiences. He advises companies on aligning business goals, customer expectations, and employee experience—often guiding organizations through complex initiatives such as digital transformation and AI adoption.Nick is also the author of The Heart of Service, where he champions service models that scale operationally without losing empathy, helping leaders and teams build customer experiences that drive long-term loyalty and growth.SHOW SUMMARYIn this episode of the Selling from the Heart Podcast, Larry Levine and Darrell Amy are joined by Nick Glimsdahl to explore the powerful idea that how you serve is how you sell. Nick explains that authentic selling begins with transparency, being honest about pricing, timelines, expectations, and outcomes so prospects can truly “see around the corner” and make informed decisions.The conversation highlights the often-overlooked period between contract signature and implementation, what Nick calls the “go-live gap.” When organizations fail to deliver a consistent experience during this phase, customers quickly lose trust, leading to buyer's remorse, lost renewals, and missed referrals.Nick also shares lessons from his book The Heart of Service, emphasizing the importance of listening deeply to customers and frontline employees, reviewing sales conversations to improve performance, and aligning internal teams to deliver a unified customer experience. This episode offers practical strategies for sales professionals to build trust, create seamless handoffs, and focus on long-term relationships rather than short-term wins.KEY TAKEAWAYSTransparency about pricing, timelines, expectations, and results builds stronger customer trust.The “go-live gap”—the period between signing and implementation—is critical to customer satisfaction and retention.Long-term customer lifetime value should take priority over quick transactional wins.Sales professionals shape the customer experience because they are often the first face of the organization.Strong internal alignment between sales, implementation, and customer success ensures a consistent experience.Listening more than talking helps sales professionals better understand customer needs.Genuine care and attention toward prospects differentiate sellers in a crowded marketplace.HIGHLIGHT QUOTES“Selling from the heart means being transparent—about price, timelines, expectations, and results.”“The more I spoke, the better I sounded… but that didn't mean people would buy.”“You don't have to be great. You just have to beat the DMV… but somewhere between Zappos and the DMV.”“Care more than everybody else.”“You don't close a sale. You open a relationship.”“Customers will easily go to your competitor—even if they have to pay more—for a better experience.”ADDITIONAL RESOURCESExplore the secrets of heart-centered leadership and thriving workplace cultures with Culture from the Heart Podcast! Nominate a visionary CEO at www.culturefromtheheart.com!Listen to Larry Levine's Bestselling Book — Selling in a Post-Trust World! Now available on Audible! Transform your sales approach with insights that matter.  SUBSCRIBE to our YOUTUBE CHANNEL! Stay updated with the latest episodes and leadership tips: Selling from the Heart YouTubeet Your Daily Dose of Inspiration:Click Here for Your Daily Dose

The Context of White Supremacy (C.O.W.S.) Radio Program hosts the weekly summit on Neutralizing Workplace Racism 03/05/26. On the same week that Colt '45' Gray's White father was convicted for his role in allowing his White child to shoot up a Georgia school, a CBC report indicates a number of White Canadian educators are leaving the profession in response to school violence north of the border. Gus T. was stunned. Since the good ol' US has more school shootings then anyone in the galaxy, he was curious to know if US teachers are also heading for the hills after nearly 3 decades of Columbines with no end in sight. We also discuss a recent shooting at a Wisconsin Taco Bell. Customers allegedly escalated a confrontation that began in the drive through. When patrons attempted to breach the kitchen area of the restaurant, a black male employee, Clarence James, allegedly fired several warning shots in the air to defend himself and his co-workers. No one was harmed, but James was arrested. His concealed carry permit had expired, so this was the only violation he faced. We had previously discussed the 2025 shooting death of Ryan Johnson at an Ohio Taco Bell. Speak with young non-white people about the dangers of working at fast food establishments. #YoungBlackAndUnemployed INVEST in The COWS – http://paypal.me/TheCOWS Cash App: https://cash.app/$TheCOWS CALL IN NUMBER: 720.716.7300 CODE 564943#

In today's episode of Reddit Stories Podcast, a wild Karen completely loses it. You won't believe how this one ends! Sit back, relax, and enjoy this binge-worthy Reddit Stories Podcast, featuring Karen freakouts, entitled people stories, and pro revenge tales.

In this video, I walk you through the service excellence operating system, which walks you through the exact steps to keep your clients long term, achieve world class results, and have them referring you to their friends.

Voluntary communication from the vendor is a display of good stewardship in action. Customers want to know that their money is being spent wisely. Vendors demonstrate good stewardship by sending voluntary information designed to educate, inform and equip customers with helpful updates about their transaction. Do you want more repeat and referral business? Courtesy communication is a great tool to help you achieve that goal.Support the show

This week we look at how Games Workshop built Warhammer into a hugely profitable global business by putting customers first. Kiran Kapur speaks with Richard Kendrick about community, lore, retail experience and lifelong fans – and why focusing on the hobby and the people who love it is beating quick wins, cost-cutting and AI hype.

Paul Larche is a media pioneer, author, and business strategist with over four decades of experience in broadcasting and brand communication. As the founder of Larsh Communications, he built five radio stations from the ground up and was inducted into the Ontario Association of Broadcasters Hall of Fame. His latest book, The Divided Brain: Why Customers Buy (and Why They Don't), translates cutting-edge neuroscience into practical business strategy—helping leaders understand how human psychology truly drives buying behavior. In this episode, Paul breaks down the evolutionary wiring behind our decisions, why fear is such a powerful motivator, how media exploits confirmation bias, and what business owners must understand if they want to communicate effectively in today's AI-driven world. On this episode we talk about: The “old brain” vs. the “new brain” and how they shape buying behavior Why fear is a stronger motivator than reward Metacognition: thinking about your thinking How confirmation bias fuels modern media and marketing The dangers of pattern-seeking and confabulation Why understanding psychology is more valuable than mastering marketing tactics Top 3 Takeaways: 1. Your old brain runs the show.Most decisions are driven by survival wiring—seeking safety, status, and simplicity. Marketing that speaks to this system wins attention. 2. Awareness creates leverage.You can't eliminate bias—but you can recognize it. Metacognition (thinking about your thinking) is a competitive advantage in business and life. 3. Psychology outlasts platforms.Marketing channels change. Algorithms change. Technology changes. Human nature doesn't. The entrepreneurs who understand this will always have an edge. Notable Quotes: “The old brain runs the show.” “Fear kept our ancestors alive—that's why it's so powerful.” “You can't fight your wiring, but you can understand it.” “AI can bypass your new brain and speak directly to your old brain" Connect with Paul: Website: https://paullarche.com (free PDFs) Book: The Divided Brain  Travis Makes Money is made possible by HighLevel – the all-in-one sales & marketing platform built for agencies, by an agency.  Capture leads, nurture them, and close more deals — all from one powerful platform.  Get an extended free trial at gohighlevel.com/travis Learn more about your ad choices. Visit megaphone.fm/adchoices

What does it take to grow a SaaS business from $1 million to $5 million annual recurring revenue when your revenue has plateaued? Michael Sliwinski, founder of the productivity app Nozbe, joins Nathan Barry to diagnose the core issues his business faces and map out a clear path forward. Michael, who flew all the way from Europe for this conversation, dives into the challenges of competing in a crowded market, the impact of a product rebuild, and the search for a compelling new positioning. This episode is a masterclass in auditing your business, identifying roadblocks, and strategizing for breakthrough growth, especially for founders navigating a competitive landscape and aiming for their next big milestone.Timestamps:00:00 Introduction01:05 Michael's journey to Nozbe02:51 From side hustle to $1 million ARR04:47 The Japan growth explosion06:17 Rebuilding Nozbe from scratch10:14 Competing with industry giants12:58 Breaking down business metrics and building blocks19:07 Understanding max MRR and the S-curve22:42 The flatlining awareness and traffic25:02 Expansion and multi-seat customers29:43 Legacy customers on the old vs. new Nozbe30:52 Strong customer retention and low churn37:25 Key metrics and dashboard visibility39:46 Accountability through weekly revenue meetings42:07 The effectiveness of current content strategies46:27 Partnership success with a productivity consultant51:09 Direct sales for partners53:01 Reframing positioning for growth56:19 The core promise of Nozbe: The tool teams actually use59:43 The "boulder pushing" analogy1:02:18 Strategy for identifying and incentivizing new partners1:11:34 Tapping into true fans for new partner leads1:14:57 Michael's reflections and next stepsIf you enjoyed this episode, please like and subscribe, share it with your friends, and leave a review. I read every single one.Learn more about the podcast: https://nathanbarry.com/showFollow Nathan:Instagram: https://www.instagram.com/nathanbarryLinkedIn: https://www.linkedin.com/in/nathanbarryX: https://twitter.com/nathanbarryYouTube: https://www.youtube.com/@thenathanbarryshowWebsite: https://nathanbarry.comKit: https://kit.com/?utm_campaign=29661554-nathan_barry_show&utm_source=youtube&utm_medium=podcast&utm_term=nathanbarryshow&utm_content=youtube_descriptionFollow Michael:X: https://twitter.com/msliwinskiInstagram: https://www.instagram.com/michaelsliwinskiMastodon: https://social.nozbe.com/@michaelNozbe: https://nozbe.comFeatured in this episode:Kit: https://www.kit.comNozbe: https://nozbe.comHighlights:02:17 – ZDNet feature blew up Nozbe05:13 – iPad app success in Japan09:27 – Impact and the $5M goal11:54 – Customer loyalty despite competitors22:15 – Demo meetings and their conversion rates32:27 – Customers prepaid until 204057:33 – Why simpler is better for teams

AI allowed the 3-founder company to scale with zero hiring. A co-founder had a baby. Great news!But the company almost stopped moving.It started with one week of chaos. They managed about 20% of the missing workload.Momentum slowed. Decisions stalled. Customers waited.Not because they lacked skill. They're brillaint. It's because the company was built for leverage.Three founders. Hundreds of customers. AI agents running go-to-market systems.Everything worked.Until one person stepped away.That's when something became visible. The faster a company runs on leverage, the more fragile it can become.Amos Bar Joseph is building Swan AI around human-AI collaboration.Here's the tension, though: more leverage creates more dependency. When companies optimize for sunny days, what happens when one key person disappears?About AmosAmos Bar Joseph is the CEO and co-founder of Swan AI, building a company designed to scale revenue with AI agents instead of hiring armies.INSIDE THE EPISODEWhat broke the week a co-founder stepped awayWhy redundancy is measured by coverage, not headcountWhat AI can document as knowledge and context, and what it can'tTHIS EPISODE IS FORFounders building lean teams and proud of the leverageLeaders scaling fast but sensing hidden fragilityOperators asking what AI actually changes inside companiesGUEST LINKSLinkedIn: https://www.linkedin.com/in/amos-bar-joseph/ Website: https://www.getswan.com/ WHAT TO DO NEXTShareif you're building with AI and thinking deeply about leverage, send this to someone who's scaling a company right now. They'll feel the tension. And they'll see you as the person thinking 3 moves ahead with them.Connectwith Dr. Yishai on LinkedIn: https://www.linkedin.com/in/dryishai/Let's ChatBook your free Ceiling Break Session on his LinkedIn page to get the shift yourself.ABOUT THE PODCAST You were built for speed.But right now you feel slower than you look on paper.Most founders try to outwork that slow-down.It only burns them out.Your mind is the only machine your company doesn't upgrade.So leaders keep pushing against the wrong thing.Hosted by doctor of psychology and executive coach Dr Yishai Barkhordari. DISCLAIMER This content is for informational purposes only and does not replace medical, psychological, legal, or financial advice. It is not therapy, clinical advice, or coaching guidance. All examples and stories are illustrative. Some examples or stories are composites. Results vary based on personal effort, context, and market conditions.Always consult qualified professionals before making decisions that impact your business, health, or well-being. © 2026 Yishai Barkhordari. All rights reserved.

Desiree Grace is the Vice-President of Sales and Customer Care for the Americas for Mersen. Andrea Olson is an Author and Customer-Centricity Expert. 

Transform Your Small Business: Profit, Customers, and Growth Strategies is covered in this podcast, along with the following subjects:How small businesses can improve their sales through targeted customer acquisitionLeveraging AI and digital tools to boost marketing efficiency and customer retentionProven growth frameworks from advising 1,000+ CEOs to scale profitably***************************************Join Andrew Frazier and Nicolas Darveau-Garneau for a livestream unpacking "Transform Your Small Business: Profit, Customers, and Growth Strategies." Drawing from Nick's experience as Google's former Chief Evangelist—advising over 1,000 CEOs—and his upcoming book Be a Sequoia, Not a Bonsai, this session reveals proven tactics for boosting profits, attracting loyal customers, and scaling with AI and digital tools. Andrew's small business expertise complements Nick's strategies with practical steps for immediate impact.Nicolas Darveau-Garneau (“Nick”) is a leading expert in growth, artificial intelligence, and digital transformation with over 25 years of experience in technology and strategy. He is the former Chief Evangelist at Google, where he advised more than 1,000 global CEOs on digital transformation, and previously served as Chief Strategy and Growth Officer at AI company Coveo. An entrepreneur and investor, he has co-founded four internet companies (selling three) and invested in over 20 tech startups. He sits on the boards of TMX Group, McEwen Mining, and Alida, and teaches executive courses on AI in marketing and in the boardroom. His forthcoming book, Be a Sequoia, Not a Bonsai, shares seven growth secrets used by the world's most successful companies, based on his work with top leaders.

In today's economy, subscription is still one of the smartest models you can build. Social media reach is unpredictable. Algorithms shift constantly. Ad costs are higher than they were just a few years ago. Customers are more thoughtful with their spending. And if you rely on one-off sales, you know the pressure never really stops. You sell today, and tomorrow you have to start all over again. And that's exactly why subscription makes so much sense right now. In 2026, most people don't want more choices. They want fewer decisions. They want someone they trust to curate and deliver something meaningful to them on a consistent basis. That's what a subscription box does. 1. Recurring Revenue Creates Stability When you have recurring revenue, you're not waking up every day wondering what needs to sell in order to cover expenses. You can forecast income. You can plan inventory more confidently. You can make decisions from a place of strategy instead of survival. 2. You Don't Have to Constantly Sell Customers opt into ongoing buying. They don't have to re-decide every month whether they want to purchase again. That reduces decision fatigue for them and pressure for you. It doesn't eliminate marketing, but it does reduce the daily grind of chasing one-off transactions. And for many business owners, that shift alone is worth everything. 3. Community Is the Competitive Advantage Subscription naturally creates shared experiences. Whether it's a book club, a faith-based box, a hobby subscription, or a niche lifestyle brand, subscribers begin to feel like insiders. They anticipate what's coming. They talk about it. They look forward to it. When someone subscribes, they're not just buying a product. They're choosing to be part of something ongoing. 4. Inventory Risk Is Lower Than You Think Instead of buying inventory and hoping it sells, you're buying based on actual subscriber demand. You're not guessing what might move off a shelf. You're fulfilling commitments that have already been made. 5. The Tools Available Today Make It Easier AI can help draft emails, product descriptions, landing pages, and ad copy. Subscription platforms automate billing and renewals. Customer service systems streamline communication. You don't need to know how to do everything manually. You need to understand how to leverage the tools available. The barrier to entry is lower than it has ever been. 6. You Can Start Smaller Than You Think Starting lean gives you feedback. It builds confidence. It allows you to grow intentionally instead of rushing to scale before you're ready. 7. Subscription Builds Long-Term Wealth Subscription increases customer lifetime value. It creates predictable cash flow. It builds repeat buying behavior. Over time, it turns your business into an asset instead of a collection of random transactions. That means more stability, more flexibility, and more options for your future. If you've been waiting for the “right” time to start a subscription box, I truly believe 2026 is one of the best environments we've seen for it. Start researching. Build a waitlist. Validate your idea. Don't let another six months pass wishing you had started sooner. Join me in all the places:     Facebook Instagram Launch Your Box with Sarah Website Are you ready for Launch Your Box? Our complete training program walks you step by step through how to start, launch, and grow your subscription box business. Join the waitlist today!

Text Me A Question!Stop chasing the algorithm and start winning the AI revolution! In this episode, we're breaking down AEO (Answer Engine Optimization) so you can stop being invisible and start being the #1 recommendation on ChatGPT and Google AI.We're ditching the tech jargon and showing you exactly how to position your coaching or service-based business so AI bots can't stop talking about you. Whether you're a seasoned pro or just starting out, you'll learn the simple, actionable tweaks you can make this week to get ahead of 90% of your competition. It's time to stop dancing for likes and start being the expert AI recommends to your dream clients—let's get you discovered!➡️ Text "COACH" to (866) 498-2080 or DM us on Instagram @thebusinesslounge and we'll send you all the details!Join The Business Lounge Academy:https://thebusinesslounge.co/academy/Snag the Content to Customers Playbook:https://kimberlyannjimenez.com/content-to-customers-playbook-adsHit us up on Instagram and tell us your biggest takeaway from the show!✅ Kim: @kimannjimenez✅ Chris: @heycmh✅ The Business Lounge: @thebusinessloungecoContent To Customers Live Workshop Sign Up! Support the show➡️ Are you a Coach, Expert, or Service Provider wanting to get more Customers from your Content?

In this episode of Business Brain, we focus on the power of getting your first 100 customers and why speed beats perfection every time. Instead of overthinking your launch, we lean into action—getting real people using your product as quickly as possible. We talk about capturing valuable data, gathering testimonials, and even giving your product away early to learn what actually resonates. Those first customers become your proving ground, helping you refine your offer while avoiding the trap of analysis paralysis. We also dig into why buying and selling are emotional decisions and how those early customer interactions help you understand the real motivations behind a purchase. Along the way, we share how simply creating—whether content, products, or experiments—builds momentum toward your own Charmed Life. In this episode of Business Brain, we remind ourselves that the fastest path to traction is learning directly from real users and letting those first 100 customers guide the next steps. 00:00:00 Business Brain – The Entrepreneurs' Podcast #732 for Wednesday, March 4, 2026 00:01:12 March 4th: National Grammar Day Grammarly Pro The value of just creating content: written, audio, whatever. Just do it! 00:07:11 Which LLM are you using, and for what? ChatGPT Perplexity Claude Sponsor 00:09:02 SPONSOR: Tempo – Tempo delivers perfectly-portion meals to your door, each is ready in just 2 minutes. For a limited time, Tempo is offering Business Brain listeners SIXTY PERCENT OFF your first box at TempoMeals.com/brain 00:10:53 SPONSOR: Intuit QuickBooks Payroll – Leave the chaos behind and start the new year off right with QuickBooks Payroll. Learn more by visiting QuickBooks.com/payroll 00:12:06 Your first 100 customers Capture data from them Don't charge them, just use them as a test The value of giving away your product Get your testimonials Makes it easier to get a product to market 00:15:34 Buying and Selling are emotional decisions Tell us we're wrong! The first 100 customers test avoids analysis paralysis 00:21:18 Business Brain 732 Outtro Tell Your Friends! Review Business Brain Subscribe to the show feedback@businessbrain.show Call/Text: (567) 274-6977 X/Twitter: @ShannonJean & @DaveHamilton, & @BizBrainShow LinkedIn: Shannon Jean, Dave Hamilton, & Business Brain Facebook: Dave Hamilton, Shannon Jean, & Business Brain The post Your First 100 Customers – Business Brain 732 appeared first on Business Brain - The Entrepreneurs' Podcast.

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Sasha Ilyukhin, SVP of Global Processing Services & Services Solutions at Tetra Pak, for a candid conversation about what it truly takes to unlock service growth at scale.Grounded in new research from Future of Field Service in partnership with Simon-Kucher, this discussion moves beyond theory to explore how one global leader has turned service ambition into measurable business outcomes.While 85% of service leaders say they are optimistic about growth, only 2% have successfully delivered outcome-based services at scale. Sasha shares how Tetra Pak has spent more than a decade building the trust, capabilities, and commercial models required to transform service into a €2.2B business — with half delivered through long-term, performance-based agreements.This episode explores what it really takes to evolve from traditional support models to outcome-driven service partnerships that create lasting value for both customers and providers.In this conversation, you'll learn:• How Tetra Pak evolved from a la carte services to outcome-based partnerships• Why service growth should be anchored in customer value realization, not revenue targets• The connection between employee experience, service quality, and long-term retention• How digital platforms like Factory OS enable efficiency, sustainability, and workforce transformation• What organizations must do to move beyond the “2%” of outcome-based service offerings• Why workforce shortages, travel reduction, and knowledge management can become strategic advantagesSasha also challenges leaders to rethink how value is identified, captured, and shared. Every service already delivers outcomes — the question is whether companies are structured to recognize and monetize that value effectively.If you're navigating the shift from transactional field service models to strategic service partnerships, this episode offers practical guidance, real-world lessons, and a compelling vision for the future of service.Because in the end, as Sasha puts it:“You sell equipment once. Customers come back for the service experience.”

A Thriving Indoor Farm Operation In this episode of The Valley Today, host Janet Michael and cohost Niki Foster from the Front Royal/Warren County Chamber of Commerce talk with chamber member & community advocate Rob Demariano about his growing business Robby Ds Lil Greens, an indoor vertical microgreen farm that has been quietly revolutionizing local food access in Front Royal, Virginia for nearly three years. Operating as a one-man enterprise, Rob has managed to expand his delivery footprint from Front Royal to encompass the region between Martinsburg and Luray, reaching as far east as The Plains. Remarkably, he's even scheduling meetings with Northern Virginia restaurants to further extend his reach. Unlike traditional outdoor farming, Rob's indoor operation allows him to control every environmental variable year-round. "I can dial in weather, humidity, everything," he explains, noting that while he admittedly has "a bit of a brown thumb" when it comes to outdoor gardening, the controlled indoor environment lets him perfect his growing methods and lock them in consistently. Understanding the Microgreen Advantage For those unfamiliar with microgreens, Rob offers a clear distinction from their better-known cousin, the sprout. While sprouts consist simply of seeds with small stems emerging—think mung beans—microgreens advance to the leafing stage, similar to seedlings. This developmental sweet spot delivers maximum flavor intensity and nutritional density. "The sweets are sweeter. The radishes have more bite," Rob notes, adding that microgreens are legitimately certified superfoods with significantly higher nutrition levels than their full-grown counterparts. Innovative Product Development Beyond fresh microgreens, Rob has channeled his inner "mad scientist" to create an impressive array of value-added products. His freeze-dried broccoli microgreen mango drink cleverly disguises the superfood within a bright yellow beverage that looks and tastes like ordinary mango juice. After depleting his first production run from fall through early March, he's preparing another batch for late March. Meanwhile, his collaboration with Wuuds Coffee—a Smithsonian-recommended, bird-friendly coffee roaster—and Hawksbill Mountain Mushroom has yielded a microgreen and mushroom coffee blend. The pre-ground mixture requires no additional preparation, brewing just like regular coffee without any grittiness. Customers can purchase it locally or order online with free Friday delivery throughout the Winchester and Front Royal areas. Rob's partnerships extend into the dessert realm as well. Working with Uncle Beehive in Winchester, he developed a Genovese basil ice cream using their lemon cream base. After a successful soft launch late last year, he's now dedicating two full growing racks exclusively to basil production to meet demand. The ice cream will soon appear permanently on the menu at an unnamed Winchester restaurant. Most recently, Rob partnered with Bethlehem Farms to create microgreen-topped wood-fired personal pan pizzas. Priced at just $14, these pizzas feature top-quality ingredients and sold out almost immediately upon their launch last week. The Farm to Fam Initiative However, Rob's most ambitious project represents the culmination of his original business vision. Launching March 28th, the "Farm to Fam" program partners with the Hike Kidz Foundation, a local 501(c)(3) organization, to address food insecurity while supporting small-scale farmers. "I have so many partners that I've gotten through the years," Rob explains. "I said, why aren't we putting together a CSA-style box utilizing all local farmers and producers and look to those in our community who are suffering from food insecurity?" The program will initially deliver 50 boxes to 50 Warren County families experiencing food insecurity, providing them with premium local products including fresh superfoods, milk, eggs, and meats. Funded through a recently approved grant and private donations, the initiative aims to grow from monthly or biweekly deliveries to weekly distribution. Importantly, the program serves a dual purpose. By paying small-scale farms for their products through grant funding, Farm to Fam creates stable income streams that help these operations grow. Rob envisions families eventually participating through volunteering with box packing and even farming activities, creating a sustainable ecosystem that benefits both food-insecure families and local agricultural businesses. A Community Leader Rob's commitment extends beyond his business ventures. He serves on multiple boards including the Front Royal Warren County Chamber of Commerce, Downtown Front Royal, Hike Kidz Foundation, and Front Royal Soccer Association. Niki emphasizes his community involvement: "He is one of those people who you heard him talk about all the business stuff that he is doing. He also gives of his time for organizations and the folks in the community as well." Connecting with the Community Customers can order from Robby Ds Lil Greens through robbydslilgreens.com, with free Friday deliveries for local orders. The business also maintains active Facebook and Instagram presences. For those interested in volunteering with the Farm to Fam project, information is available through the Hike Kidz Foundation website at hikekidzfoundation.org. As Rob continues experimenting with new products and expanding his community impact, his story illustrates how innovative agriculture can address both nutritional needs and food system sustainability simultaneously. With each new partnership and product launch, this one-man operation proves that thinking creatively about local food systems can yield benefits far beyond the farm itself.

Europe does not have a deep tech problem. It has a commercialisation problem.The last European companies to reach €100B+ market caps were SAP and ASML, both founded 40–50 years ago. If Europe wants a new generation of deep tech champions, venture capital alone won't get us there. Customers have to step in.In this episode, Andreas Munk Holm is joined by Martin Schilling, former operator, investor, and founder of Deep Tech Momentum, to unpack why Europe excels at funding breakthroughs, but consistently fails to industrialise them.This is a conversation about:why enterprise buyers are the missing link in European deep techwhat corporates are doing wrong (and how they can fix it)how founders actually win large customers in complex, regulated marketsand why courage — not grants — is Europe's real constraintShare

Thanks to our Partners, Shop Boss and AppFueledBrand building doesn't always come from ads, funnels, or traditional marketing; it often comes from bold decisions, authenticity, and doing things differently. Zeb Beard of Stroker's Diesel and Automotive shares how sponsoring a professional fisherman, building a massive and unforgettable shop, and leaning into unconventional branding strategies have fueled explosive brand awareness and loyalty. From turning everyday moments into viral content to embracing his true personality online, Zeb reveals how exposure, storytelling, and consistency can outperform paid advertising. If you want to rethink how brand building really works, and how to create marketing that people actually care about, this conversation will challenge everything you thought you knew. Listen now to discover how bold branding creates lasting impact.Show Notes with TimestampsIntroduction and Sponsorship Overview (00:00:10) Brian introduces Zeb Beard and the main topic: sponsoring a professional fisherman for shop marketing.Why Sponsor a Fisherman? (00:01:30) Zeb explains his passion for fishing and the motivation behind sponsoring a professional fisherman.Choosing the Right Fisherman (00:01:33) Zeb discusses selecting a unique fisherman who travels extensively and offers national exposure.Purpose and Expected ROI (00:02:59) Zeb clarifies his goals: exposure and content, not immediate business from the sponsorship.How the Sponsorship Works (00:05:02) Details on logo placement, exposure through tournaments, and the unique visibility of the sponsored fisherman.Sponsorship Timeline and Early Results (00:06:17) Zeb shares that the sponsorship just started, but both parties are already seeing social media growth.Brand Building History (00:07:21) Zeb recounts previous unique brand-building efforts, including sponsoring a rock band.Impact of Brand Building and Shop Size (00:08:28) Discussion of the shop's growth, its 64,000 sq ft building, and how the building itself is a marketing tool.Shop Location and Signage (00:09:41) Zeb describes the shop's visibility, signage, and its impact on local awareness.Merchandise and Graphics (00:11:02) Zeb talks about branded t-shirts, working with a graphics company, and plans to sell merchandise online.Grassroots Marketing Approach (00:13:38) Zeb explains his focus on grassroots brand building, community sponsorships, and minimal paid advertising.Viral Road Report Videos (00:14:46) Zeb describes his viral “road report” videos during an ice storm and the importance of consistent content creation.Authenticity and Customer Relations (00:18:17) Zeb discusses being authentic, setting boundaries with customers, and how this approach builds loyalty.No Promise Times and Quality Focus (00:20:28) Zeb explains why he doesn't give promise times, focusing on quality and thoroughness over speed.Living at the Shop (00:23:00) Zeb shares the benefits and boundaries of living inside his shop, improving work-life integration.Maintaining Boundaries with Customers (00:25:24) Zeb describes how he maintains privacy and boundaries despite living at his business.Being Unapologetically Authentic Online (00:26:15) Zeb and Brian discuss the value and impact of being authentic and direct on social media.Event Attendance and Closing (00:27:17) Zeb mentions upcoming industry events he'll attend, and Brian wraps up the episode.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing Book Email Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)Stroker's Diesel and AutomotiveThanks to our Partners, Shop Boss and AppFueledThis episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you.AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

In this episode of Wavelengths, the Amphenol Broadband Solutions podcast, host Daniel Litwin sits down with Charles Dillard and Marion Nowosatko—both Training Managers at Amphenol Broadband Solutions—to share a practical, modern playbook for building broadband training programs that scale.As networks modernize faster than teams can absorb new tools, workflows, and expectations, training has shifted from a support function to a strategic advantage. Customers demand first-visit resolution, fiber footprints continue to expand, and field teams are expected to master evolving toolchains without slowing production. In this conversation, Dillard and Nowosatko break down how top operators treat training like an internal product—blending in-house capability with vendor partnerships, leveraging third-party certifications, and designing learning formats that actually stick.Drawing on decades of field and curriculum experience, the guests outline what works today across bench training, guided field time, micro-learnings, and structured mentorship—plus how to balance hands-on realism with the need for consistency at scale.Key Discussion Highlights:• Build vs. Buy for Training Programs: Dillard and Nowosatko explain why in-house training sends an immediate signal of investment in employee growth while enabling tighter alignment to company-specific specs, processes, and quality standards—something off-the-shelf vendor training often can't fully deliver.• When a Blended Model Makes Sense: Rather than treating it as “either/or,” the discussion frames internal and external training as complementary—especially when vendors can cover specialized equipment while internal teams focus on installation practices, troubleshooting workflows, and the real-world standards technicians are held to.• Partnering with Manufacturers the Right Way: The guests emphasize treating manufacturer relationships as true partnerships—not just product sales—where training is part of ensuring equipment performs correctly in the field. They highlight practical delivery methods like tech-meeting drop-ins, short-form micro-learning videos, and on-site field support that reinforces learning after initial rollout.• Why Third-Party Certifications Matter More Now: Certifications are positioned as both a workforce motivator and a transferable industry signal. For technicians, credentials provide recognition and career mobility; for employers, they reduce hiring risk by validating baseline knowledge and discipline. The guests stress the value of pairing certifications with meaningful recognition programs.• Designing Hands-On Labs That Are Realistic and Affordable: To make hands-on training feasible, they recommend leveraging vendor equipment support, repurposing retired or nonfunctional field gear for mockups, and standardizing lab builds so training stays consistent across locations—even when replicated nationally.• E-Learning That Actually Works at Scale: The episode makes the case that e-learning is essential for standardizing safety, theory, and specs across geographies—especially for dispersed teams. The guests advocate for e-learning that teaches techs how to find answers (not just memorize them), and for using digital modules as refreshers long after initial training.• Structuring On-the-Job Training Without Killing Productivity: A standout operational tip: flip the ride-along dynamic by placing new hires into production quickly so the seasoned technician assists on the new hire's assigned jobs. This reduces metric pressure on mentors and creates more intentional coaching rather than passive shadowing.• How to Think About True Blended Learning: The conversation closes by encouraging operators to bucket training into what must be hands-on versus what can be standardized digitally. Meeting learners where they are—especially younger, device-native techs—means building lightweight, mobile-accessible micro-learnings that fit into field downtime without forcing a return to the classroom.This episode delivers a practical checklist for operators building training programs in 2026 and beyond—where the goal isn't just knowledge transfer, but repeatable, scalable performance in the field.

Travis and producer Eric dive into Chipotle's leaked strategy to target high-income customers ($100K+ households, who make up 60% of their base), generational slop wars, portion size drama, and why price hikes won't kill the burrito empire—plus wild tangents on Denny's fried cheese melts and the real McDonald's coffee lawsuit. On this episode we talk about: Chipotle's pivot to affluent "digital natives" who love high-protein bowls, with plans for more price hikes and menu tweaks. Why 60% of Chipotle customers earn over $100K—and how Gen Z calls it "corporate slop bowls" while millennials defend it. Portion shrinkage complaints vs. rising prices, and Vegas's endless Chipotle clones ready to steal market share. Gen Z vs. millennial humor battles over The Office, Parks & Rec, New Girl, and unleashing Chris Pratt on the world. Debunking the McDonald's hot coffee myth: 190°F coffee caused third-degree burns in 3 seconds, not a frivolous lawsuit. Top 3 Takeaways 1.  Chipotle's $50B market cap lets them hike prices guilt-free—focus on affluent customers who still show up in a tough economy.2.  "Best known beats best" applies to fast casual too: loyalty comes from quality portions and protein labeling, not just cheap eats.3.  Generational beef is endless, but money in the bank solves real problems—don't sweat $5 bowls if your business is printing. Notable Quotes "60% of Chipotle customer base makes over $100,000 a year." "Gen Z and Gen Alpha call Chipotle bowls 'corporate slop bowls'." "I don't care if Chipotle raises their prices... as long as they get back to the portions." "McDonald's served its coffee at 180 to 190°F... It caused third degree burns in three seconds." "Money only solves your money problems, but it's easier to solve the rest problems when you got money in the bank." ✖️✖️✖️✖️

How the Customer Journey Evolves with AI Integration    Shep interviews Megan Glasow, Vice President of Salesforce at Perficient. She talks about how companies can use AI to enhance the customer experience by blending technology with human touch, updating outdated processes, and measuring value.    This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What role does AI play in transforming modern customer service processes?  How can companies effectively balance automation and human interaction?  What are the risks of automating outdated or inefficient business processes?  Why is a proactive approach important in delivering excellent customer experiences?  How can organizations measure the value of new customer experience technologies?  Top Takeaways:    Don't automate what Glasow calls “crap processes.” Before layering in AI and other digital tools, organizations must simplify and improve their existing processes. If a workflow is confusing or inefficient to handle manually, automating it will only spread the frustration to employees and customers more quickly.  Transformation is not just about buying new technology. It means sitting down with your customers to understand where they are and where they want to be. It is partnering with your customers to create the vision, the process, and the outcomes together.  Frontline employees are frequently blamed for poor service. But the real issue is often the outdated infrastructure and processes behind them.  In adopting an AI-first strategy, look across the organization and identify where intelligence, automation, and augmentation can improve efficiency, and customer interactions. Successful companies are not replacing people with AI. They are combining smart, AI-powered systems with capable, empathetic employees.   Customers will choose the simplest path every time, whether that's self-service or talking with a real person. If you make it easy for your customers, they will keep coming back.  Use AI as a tool to become more proactive, not just more efficient. Use it to anticipate what customers might need next, so you're ready with solutions before they even ask. This allows human agents to focus on moments that require empathy, creativity, and understanding.   Align your team, from the leadership to the frontlines, around a clear vision for the customer experience you want to deliver. Decide on the experiences you want to create, then mobilize your people and AI to make that a reality.  Plus, Shep and Megan discuss why organizations need to be "customer zero" for new platforms they want to implement for their customers. Tune in!  Quotes:   "When designing your customer journey, consider what should be handled by AI, what should be handled by humans, and how they should work together to enable your employees to provide a more empathetic customer experience."     About:    Megan Glasow is the Vice President of Salesforce at Perficient. With deep experience in the Salesforce ecosystem, she helps organizations drive AI-first transformation initiatives.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

A bank's decision to experiment with being more transparent with about credit card drawbacks might help customers make better choices, but would those choices come at the expense of bank performance? Harvard Business School Professor Leslie John joins Brian Kenny to discuss the case, “Commonwealth Bank of Australia: Unbanklike Experimentation” and ideas related to her new book, Revealing: The Underrated Power of Oversharing. They explore the benefits and potential drawbacks to the bank “oversharing” information with customers.

If your bank is still competing on features, you don't have a strategy. There was a time when products and features made a difference. That time is gone. Digital is now expected. Rates are aligned. Features are replicated. And AI can compare them instantly. If you're leading with just what you offer, you're competing in a race where everyone looks the same. Allison Netzer's "Think Like a Brand, Not Like a Bank" Version 2 shares three years of implementation data from banks and credit unions that stopped competing on features. Her framework explains why leading with product specs is mistaken. Customers first decide emotionally, then justify rationally. This edition includes a reflection on which principles have remained valid and which ones need rethinking. The institutions winning today treat brand as their strategic operating system, not a marketing exercise. They solve customer pain through counterintuitive thinking that violates industry patterns. In this episode, we discuss what's changed since 2022, what surprised Allison in the real-world execution of these ideas, and why moving beyond product thinking may be the only way to avoid becoming invisible in a marketplace defined by sameness.

International Women's Day is more than a calendar moment. It is a leadership opportunity. In this episode, we challenge ourselves to move beyond performative gestures and celebrate in ways that actually build visibility, confidence, and equity.We share four practical ways to recognize the women on our teams with intention and specificity. We reflect on whether they feel seen, heard, and valued. And we raise the harder questions about systems, opportunity, and fairness. Because celebration without structural awareness is incomplete.International Women's Day is a moment. What we choose to do with it can spark meaningful change.Key Takeaways:Intention Over Performance – Moving beyond surface-level gestures strengthens credibility and trust.Recognition That Builds Confidence – Specific acknowledgment increases impact and professional visibility.Normalizing Ownership of Value – Creating space for women to name their contributions builds confidence without apology.Peer Influence Matters – Colleague-to-colleague recognition reinforces belonging and belief.Celebration and Systems – Meaningful celebration requires examining equity in pay, advancement, and opportunity.Read more about International's Women's Day at https://www.un.org/en/observances/womens-dayResources MentionedThe Inspire Your Team to Greatness assessment (the Courage Assessment) - In less than 10 minutes, find out where you're empowering and inadvertently kills productivity, and get a custom report that will tell you step by step what you need to have your team get more done. Get it here: https://courageofaleader.com/inspireyourteam/You don't need to have all the answers to lead well. Get your copy of the Clarity Kit for just $17 to learn the five practices to bring more clarity, confidence and courage into your leadership - https://courageofaleader.com/the-clarity-kit/About the Host:Amy L. Riley is an internationally renowned speaker, author and consultant. She has over 2 decades of experience developing leaders at all levels. Her clients include Cisco Systems, Deloitte and Barclays.As a trusted leadership coach and consultant, Amy has worked with hundreds of leaders one-on-one, and thousands more as part of a group, to fully step into their leadership, create amazing teams and achieve extraordinary results.Amy's most popular keynote speeches are:The Courage of a Leader: The Power of a Leadership LegacyThe Courage of a Leader: Create a Competitive Advantage with Sustainable, Results-Producing Cross-System CollaborationThe Courage of a Leader: Accelerate Trust with Your Team, Customers and CommunityThe Courage of a Leader: How to Build a Happy and Successful Hybrid TeamHer new book is a #1 international best-seller and is entitled, The Courage of a Leader: How to Inspire, Engage and Get Extraordinary Results.http://www.courageofaleader.comhttps://www.linkedin.com/in/amyshooprileyThanks for listening!Thanks so much for listening to our podcast! If you enjoyed this episode and think that others could benefit from listening, please share it using the social media buttons on this page.Do you have some feedback or questions about this episode? Leave a comment in the section below!Subscribe to the podcastIf you would like to get automatic updates of new podcast episodes, you can subscribe to the, podcast on Apple Podcasts or Stitcher. You can also subscribe in your favorite podcast app.Leave us an Apple Podcasts reviewRatings and reviews from our listeners are extremely valuable to us and greatly appreciated. They help our podcast rank higher on Apple Podcasts, which exposes our show to more awesome listeners like you. If you have a minute, please leave an honest review on Apple Podcasts.

Shoot us a Text.Episode #1283: Oil markets are on edge as global conflict pressures fuel prices and supply chains. Meanwhile, BYD may have cracked the code on five-minute EV charging, and CarMax becomes the first U.S. auto retailer to launch a shopping app inside ChatGPT.Oil markets are on edge after military action involving the U.S. and Israel disrupted shipping through the Strait of Hormuz. While automakers aren't seeing immediate shutdowns, rising energy prices and potential shipping reroutes are adding another variable to an already complex year.Roughly 20 million barrels of crude flow through the strait daily, along with LNG, aluminum, steel inputs and key plastics used in vehicle production.Oil briefly jumped nearly 7%, with analysts warning prices could top $100 a barrel if the conflict drags on.Automakers rely heavily on Asia–Europe sea lanes for semiconductors, battery materials and electronics—any expansion into the Red Sea or Suez would be “significantly disruptive.”“It certainly adds risk [for OEMs] and you've got to be thinking about rerouting anything that's going to go through that part of the world,” said AlixPartners' Dan Hearsch.If range anxiety has been the headline problem for EV adoption, BYD may be attacking it at the source. The Chinese automaker is testing a 1,500 kW “flash charging” network that looks less like a parking lot and more like a traditional gas station.The demo site in Shenzhen features liquid-cooled charging guns and pull-through lanes, allowing drivers to plug in and roll out—no backing into stalls required.Leaked specs suggest up to 1,500 kW on a 1,000V architecture—potentially adding 249 miles in about 5 minutes. For context, most U.S. and European fast chargers top out at 350 kW.Testing is currently limited to select BYD models with a “Flash Charge” badge, with charging reportedly starting within 10 seconds of plug-in.Pricing at the demo site is around $0.18 per kWh, a fraction of many Western public charging rates.CarMax just became the first U.S. auto retailer to launch a car-shopping app inside ChatGPT, bringing both buying and selling tools directly into the AI platform. It's another signal that conversational commerce isn't coming—it's here.Customers can browse CarMax's 45,000+ vehicle inventory using natural prompts like “SUV with third row under $25,000” or “small AWD car with good tech.”The app also allows sellers to check their vehicle's value and connect directly to CarMax's online offer tool.CarMax says the goal is to reduce the overwhelm of used-car shopping by meeting customers on a platform they're already using.Today's show is brought to you by iPacket Value. From accurate MSRP validation to smarter merchandising decisions, iPacketJoin Paul J Daly and Kyle Mountsier every morning for the Automotive State of the Union podcast as they connect the dots across car dealerships, retail trends, emerging tech like AI, and cultural shifts—bringing clarity, speed, and people-first insight to automotive leaders navigating a rapidly changing industry.Get the Daily Push Back email at https://www.asotu.com/ JOIN the conversation on LinkedIn at: https://www.linkedin.com/company/asotu/

Advertising SponsorThis episode is brought to you by the Map It Forward Patreon Monthly Discussion Group. Join our Roasted Coffee tier on Patreon for early ad-free access to podcast episodes, our weekly industry insights blog, and access to exclusive monthly live discussion groups with coffee professionals from around the world. Head to https://patreon.com/mapitforward to join the community.Episode DescriptionThis is Part 2 of a five-part series with Carol Salloum, cofounder of 3Tomatoes and Almond Bar in Sydney, Australia. In Surviving 2025 and 2026 as a Café Owner, we examine how ongoing volatility is impacting hospitality businesses from the inside.In this episode, we focus on the customer. As living costs rise, spending habits are shifting. Customers may still be coming, but they are ordering differently. One coffee instead of two. Simpler menu items instead of premium dishes. Cafés are absorbing silent margin pressure while trying to remain supportive community spaces.We explore the disconnect between what customers expect cafés to charge and the actual cost structure behind coffee, food, wages, rent, insurance, and utilities. Carol shares why hospitality is often perceived as charity, why small add-ons create hidden costs, and how emotional labor has become part of the café business model.The conversation also unpacks hype culture in hospitality, from acai bowls to viral drinks, and why trend-driven traffic does not create long-term loyalty.Connect with Carol Salloum and 3Tomatoes here:https://www.instagram.com/3tomatoesau/https://www.3tomatoescafe.com/***************************************About Map It Forward The Daily Coffee Pro is produced by Map It Forward, supporting coffee professionals globally across the supply chain.Website: https://mapitforward.coffeeMailing list: https://mapitforward.coffee/mailinglistPatreon: https://www.patreon.com/mapitforwardInstagram: https://www.instagram.com/mapitforward.coffee/Contact: support@mapitforward.org

"Your Customers Aren't as Loyal as You Think They Are - The Fragile Nature of Loyalty"A CMO Confidential Interview with Nicolas Chidiac, Chief Strategy Officer of Razorfish, formerly Chief Strategy Officer of Rokkan and EVP/Head of Planning at Leo Burnett. Nic discusses why brands often overestimate consumer loyalty, why repeat purchase trends can be misleading, and the dramatic increase in speed and velocity of competition. Key discussion topics include: why it has never been easier to try a new product; how influencers have "democratized celebrity endorsement;" why marketers should focus on "removing relative friction;" and how to measure your loyalty deficit. Tune in to hear stories about White Lotus, Chewy, Dubai Chocolate and Pop Tarts. Your customers aren't as loyal as you think. Razorfish Chief Strategy Officer Nic Chidiac joins Mike Linton to unpack groundbreaking research revealing the fragile nature of brand loyalty — and why most marketers are dangerously overconfident about it.65% of marketers believe repeat buyers stay out of emotional connection to their brand. Only 15-17% of consumers agree. That gap is costing companies billions. Nic breaks down the loyalty deficit, why switching has never been easier, and what confident marketers should actually be measuring.Whether you're defending a market-leading brand or building a challenger, this episode will change how you think about loyalty programs, customer retention, and the metrics you're relying on.

AI doesn't have to flatten your messaging into the same forgettable copy as everyone else.   In this episode, Chris Silvestri, Founder of Conversion Alchemy, discusses why B2B SaaS teams are facing a "trust recession," how weak positioning leads to churn and misaligned expectations, and why a strong point of view rooted in customer insights is now the real differentiator. Chris shares his research-first process for finding message-market fit, which includes customer interviews, competitor language analysis, and sales-call testing. He also explains how AI can be used as an input machine to deepen empathy, rather than just generate output. Additionally, he explores synthetic personas, context management, and practical ways emerging SaaS teams can validate messaging, even when customer data is limited.

Drew Sechrist, CEO and co-founder of Connect the Dots, takes us on a journey from being Salesforce's 36th employee to building his own venture addressing one of B2B sales' most persistent challenges: unlocking the hidden power of professional networks. In this conversation, Drew shares inside stories from Salesforce's scrappy early days in 1999, when "SaaS" didn't even exist as a term and the company spent VC money "like drunken sailors" to hire account executives who gave away a beta product for free.The core of the episode focuses on Connect the Dots' mission: making warm introductions scalable and measurable. Drew explains why the traditional sales pillars of inbound and outbound are suffering in the AI era, and why "Go-to-Network" (GTN) represents the critical third pillar that AI can't destroy because it's built on real human relationships. This is essential listening for any SaaS founder struggling with cold outreach fatigue and looking to unlock their most underutilized growth asset: their extended network.Key Takeaways[00:00] Introduction to Drew Sechrist and the power of network-based growth vs. cold outreach[04:00] Drew's early career: implementing client-server CRM tools in the pre-SaaS era (Goldmine, Sales Logics, CD-ROMs)[08:00] The birth of ASP (Application Service Provider) - reading about Salesforce in the Wall Street Journal, 1999[10:00] The cold email that changed everything: reaching out to Mark Benioff and getting hired as employee #36[13:00] Category creation at Salesforce: from ASP to "on-demand" to SaaS to "cloud" - Mark Benioff defining a new market[15:00] The dotcom boom launch: B-52s playing at the launch party, spending VC money freely, hiring AEs to give away free beta product[18:00] The pivot to paid: introducing the $50/user/month model with no contracts - proving people would pay for "a website"[22:00] Scaling through the dotcom bust: losing dotcom customers but winning larger enterprises with smaller budgets[25:00] The golden handcuffs: why it was "never a good time to leave" Salesforce even after 10 years[28:00] The Mexico motorcycle sabbatical: conceiving Kuzo while riding through Baja in 2007-2008[30:00] Kuzo's vision: live Google Street View powered by crowdsourced cameras - a startup that ultimately shut down[32:00] The connection theme: from Kuzo to Connect the Dots - helping people see and leverage their networks[34:00] The core problem: thousands of missed opportunities because you can't see who you really know well enough to leverage[36:00] LinkedIn's limitation: binary connections that don't signal relationship strength (best friend vs. 30-second conference interaction)[39:00] The billion-dollar question: will people actually make introductions? The nuance of asking mom vs. board members vs. customers[42:00] Network inheritance: Drew's biggest career hack was joining Salesforce and inheriting Mark Benioff's network overnight[45:00] Investor selection strategy: you're not just getting money, you're buying a network - be intentional about your cap table[47:00] AI's role in relationship-based sales: surfacing the right relationships at the right time, not replacing human connection[50:00] The third pillar: "Go-to-Network" (GTN) emerges as inbound and outbound suffer from AI saturation[52:00] Real relationships can't be destroyed by AI: when you call your mom, she picks up - that's the power of authentic networks[54:00] Action step for founders: sign up for Connect the Dots (ctd.ai) - free for individuals, paid for companiesTweetable Quotes

When sales are down, employees quit, customers are complaining, cash flow is tight, and your inbox looks like a war zone… it doesn't mean you have a work ethic problem. It means you have a prioritization problem. In this episode of SoTellUs Time, Trevor and Troy Howard break down the exact framework overwhelmed business owners can use to decide what to fix first — and what to ignore — when everything feels broken at once. Because the truth is this: You don't fix businesses by working harder. You fix them by fixing the right thing first. If you're a small business owner, entrepreneur, CEO, or leader who feels buried in problems, this episode will give you clarity, control, and a practical system you can use immediately.

Advertising SponsorThis episode is brought to you by the Map It Forward Patreon Monthly Discussion Group. Join our Roasted Coffee tier on Patreon for early ad-free access to podcast episodes, our weekly industry insights blog, and access to exclusive monthly live discussion groups with coffee professionals from around the world. Head to https://patreon.com/mapitforward to join the community.Episode DescriptionThis is Part 2 of a five-part series with Carol Salloum, cofounder of 3Tomatoes and Almond Bar in Sydney, Australia. In Surviving 2025 and 2026 as a Café Owner, we examine how ongoing volatility is impacting hospitality businesses from the inside.In this episode, we focus on the customer. As living costs rise, spending habits are shifting. Customers may still be coming, but they are ordering differently. One coffee instead of two. Simpler menu items instead of premium dishes. Cafés are absorbing silent margin pressure while trying to remain supportive community spaces.We explore the disconnect between what customers expect cafés to charge and the actual cost structure behind coffee, food, wages, rent, insurance, and utilities. Carol shares why hospitality is often perceived as charity, why small add-ons create hidden costs, and how emotional labor has become part of the café business model.The conversation also unpacks hype culture in hospitality, from acai bowls to viral drinks, and why trend-driven traffic does not create long-term loyalty.Connect with Carol Salloum and 3Tomatoes here:https://www.instagram.com/3tomatoesau/https://www.3tomatoescafe.com/***************************************About Map It Forward The Daily Coffee Pro is produced by Map It Forward, supporting coffee professionals globally across the supply chain.Website: https://mapitforward.coffeeMailing list: https://mapitforward.coffee/mailinglistPatreon: https://www.patreon.com/mapitforwardInstagram: https://www.instagram.com/mapitforward.coffee/Contact: support@mapitforward.org

This week's Security Squawk episode isn't about phishing. It's about structural weakness. Three separate incidents. Three different industries. One uncomfortable pattern: the systems organizations trust most are expanding risk quietly — and in some cases, architecturally. First, a lawsuit that should make every board member pay attention. Marquis Software Solutions, a fintech serving 74 U.S. banks, is suing SonicWall. The allegation centers on SonicWall's cloud backup system, where firewall configuration backups were allegedly accessible and contained credentials — including MFA scratch codes. Those backups were reportedly used to compromise Marquis, leading to a ransomware incident and downstream exposure. What began as a scoped 5% customer exposure was later reported as potentially impacting all customers. This is not a misconfigured endpoint. This is a control-plane failure. For CEOs, this reframes vendor risk. It's no longer a questionnaire exercise. It's a litigation vector. If a security provider's design exposes authentication artifacts, your internal diligence may not matter. The liability chain now includes vendors and MSPs in a very direct way. For IT Directors, the operational question is simple: what exactly is inside your firewall backups? Are reusable authentication artifacts stored? Who can access vendor-hosted exports? If attackers obtain your configuration backups, can they replay your defenses? For MSPs, the exposure is real. If you manage firewall exports or MFA deployments, you are part of the architecture. And potentially part of the courtroom. Then we shift to UFP Technologies, a medical device manufacturer. Intrusion detected. Billing and shipping label systems disrupted. Data stolen or destroyed. Insurance expected to offset financial impact. But this isn't primarily a data story. Attackers disrupted order-to-cash and fulfillment velocity. In healthcare supply chains, slowing billing and labeling can create immediate executive escalation without touching the factory floor. Modern ransomware groups increasingly target business process choke points — ERP, labeling, scheduling — because leverage doesn't require full encryption anymore. For CEOs, “no material impact expected” is accounting language. Customers measure impact in delayed shipments. For IT leaders, the question becomes operational: can billing, labeling, and fulfillment functions recover independently? Are those systems segmented? Tested? Immutable? For risk managers and insurers, this represents a shift in underwriting focus — from endpoints to process resilience. Finally, the University of Hawaiʻi Cancer Center ransomware incident. Roughly 87,000 study participants directly impacted. But historical datasets, including Social Security numbers collected from driver's license and voter registration data dating back to 1998, expanded potential exposure to nearly 1.2 million individuals. They engaged the threat actors. They received a decryptor. They received “assurances” that data was destroyed. That's not verification. That's negotiation. The uncomfortable truth: legacy identity data becomes modern ransom currency. Research environments often have weaker governance than clinical systems, yet they can contain decades of sensitive identifiers. For boards, the issue isn't just security posture. It's data retention discipline. What obsolete identity data are you still holding? Why? For how long? And who owns the risk? Across these stories, three themes emerge: Control-plane trust is fragile. Operational choke points are the new leverage strategy. Data retention is compounded liability. Cybersecurity is no longer just about stopping intrusion. It's about architectural accountability and governance maturity. If you value independent, executive-level analysis without vendor spin, support the show at: buymeacoffee.com/securitysquawk The real question is this: Are your greatest cyber risks coming from external attackers — or from design decisions you haven't revisited in years?

We'll talk with Sarah Porteous, Vice President of Communications and Community Development for Delta Utilities, about why some customers are seeing higher gas bills and what help is available for them.

Sign the petition: https://www.change.org/p/give-mister-ed-his-rightful-spot-on-the-hollywood-walk-of-fame?source_location=psf_petitions Bobbleheads: https://store.barstoolsports.com/products/mostly-sports-bobblehead-ii?variant=42353493114977 Mark Titus and Brandon Walker talking sports... mostly. Thanks to our sponsors: DraftKings: GAMBLING PROBLEM? CALL 1-800-GAMBLER or 1-800-MY-RESET, (800) 327-5050 or visit gamblinghelplinema.org (MA). Call 877-8-HOPENY/text HOPENY (467369) (NY). Please Gamble Responsibly. 888-789-7777/visit ccpg.org (CT), or visit www.mdgamblinghelp.org (MD), 1-800-981-0023 (PR). 21+ and present in most states. (18+ DC/KY/NH/WY). Void in ONT. Eligibility restrictions apply. Terms: draftkings.com/sportsbook. On behalf of Boot Hill Casino (KS). Pass-thru of per wager tax may apply in IL. Opt-in req. 1 Token per customer, valid only for min. $5 pregame NBA player prop bets w/ min. odds of -200 or longer. Tokens are single-use and expire at the start of the final NBA game on 3/3/26. Must select token BEFORE placing bet. Customers who place bet w/ Token and pick one of the day's top 3 PRA stat leaders will receive an equal share of $1,000,000 ($1,000,000 prize pool per leaderboard position; $3,000,000 total), issued as a non-withdrawable Bonus Bet that expires in 7 days (168 hours). Stake removed from payout. Terms: sportsbook.draftkings.com/promos. Sponsored by DK. Venmo: Score more with the college-branded Venmo Debit Card and get up to 5% cash back with Venmo Stash. Sign up at https://venmo.com/collegecard The Venmo Mastercard® is issued by The Bancorp Bank, N.A. Select schools available. Venmo Stash bundle terms and exclusions apply at venmo.me/stashterms. Max $100 cash back per month. Slim Jim: Snap into a Slim Jim. Grab one today, everywhere snacks are sold. Subscribe on YouTube: https://www.youtube.com/@MostlySportsTitusandWalker?sub_confirmation=1. Follow Mostly Sports on Twitter: https://twitter.com/MostlySports Follow Mark on Twitter: https://twitter.com/clubtrillion Follow Brandon on Twitter: https://twitter.com/bfw Follow Mostly Sports on Instagram: https://www.instagram.com/mostlysportsshow/ Follow Mark on Instagram: https://www.instagram.com/marktheshark34/ Follow Brandon on Instagram: https://www.instagram.com/bwalkersec/ Follow Mostly Sports on TikTok: https://www.tiktok.com/@mostlysportsshow?lang=en Follow Brandon on TikTok: https://www.tiktok.com/@brandonfwalker?lang=en Follow Mark on TikTok: https://www.tiktok.com/@marktituspod?lang=en

20 seconds. That's all it takes to separate average dealerships from memorable ones. Customers don't remember your CRM. They don't remember your process map. They remember effort. In this episode of Dealer Talk with Jen Suzuki, Jen breaks down why short, 20-second personalized videos are one of the most powerful follow-up tools in modern dealerships — in both sales and service. Not five minutes. Not perfect lighting. Not corporate scripts. Just 20 seconds of clarity that says: "I was thinking about you." Jen explains how replacing traditional texts and voicemails with quick, candid videos builds obligation, increases engagement, and showcases your humanity. She shares simple scripts, real-world examples, and ways managers can turn this into a fun, competitive in-store activity. You'll learn: • Why video follow-up increases memorability • How to structure a powerful 20-second message • What to say when confirming appointments • How to stand apart from competitors instantly • How to coach your team to execute without overthinking Perfection isn't the goal. Presence is. Because 20 seconds today beats zero seconds tomorrow, every single time. Dealer Talk with Jen Suzuki Podcast |

Ryan Tierney (Lean Made Simple) sits down with producer Alastair Luke (Attention X) shares the brutally honest truth about what's really happening six months into the Lean transformation at Sperrin Metal.Customers haven't seen the benefits yet.Lead times have got worse.The factory is still operationally chaotic.And it's been the most difficult thing he's ever done.In this open and unfiltered conversation, Ryan explains what it actually looks like when you try to transform a 63-year-old manufacturing company.

In hour 3, Mark is joined by Curtis Houck, the Managing Editor of News Busters at the Media Research Center. Houck shares his reaction to liberal media's coverage of the United States attack on Iran and more. Mark is later joined by Jim Talent, a Former US Senator from Missouri. Talent explains what kind of impact that the United States attack on Iran will have on the region. They wrap up the show with the Audio Cut of the Day.

Daniel Rudyak built a healthcare company the hard way. No venture capital. No safety net. And for a long stretch, not even the freedom to buy “two tacos” without doing the mental math. In this episode, Jerome Myers talks with Daniel, founder of ReadyRx, about what it takes to go from private equity boardrooms to the chaos of building: 120-hour weeks, 18 months pre-revenue, and the constant pressure of carrying a mission that's deeply personal. ReadyRx has grown to 10,000+ monthly customers and a reported $70M valuation, but this conversation isn't about hype. It's about the truth founders rarely say out loud: the climb is hard, the summit is brief, and the “money” doesn't give you what you think it will. If you're chasing an exit, thinking about raising capital, or worried about what happens after the deal closes, press play. In this episode: Why ReadyRx exists (and the healthcare failures that sparked it) The real difference between investing in businesses and building one Why they refused venture money and what control is worth The hidden skill founders need after liquidity: allocation, not adrenaline Why most people don't break on the way up, they break on the way down Learn more about your ad choices. Visit megaphone.fm/adchoices

This week on Hort Culture, Alexis and Brett take a deep dive into one of the most confusing — and emotional — topics in horticulture businesses: pricing. From credit card fees to bouquet tiers, they unpack how pricing isn't just about math… it's about psychology.The episode starts with the foundation every grower needs to hear: know your cost of production. If you don't know what it costs you to produce a cucumber, a bouquet, or a pint of blueberries, you can't build a sustainable business. Pricing below your costs simply isn't a long-term strategy for small farms and floral businesses.From there, the conversation shifts into smart pricing strategies that growers can actually use: Loss leaders – Like the classic $5 rotisserie chicken at the grocery store, certain products can bring customers in while higher-margin items carry the profitability. Anchoring & price framing – The order in which customers see prices matters. Showing a premium option first can make the mid-tier feel more reasonable. The “middle option” effect – When given three choices (basic, premium, deluxe), most customers gravitate toward the middle. That's often where you want your strongest margins. Decoy pricing – Introducing a strategically priced option can steer buyers toward the size or bundle you actually want to sell. Bundling – Salad kits, dinner boxes, or bouquet add-ons increase perceived value and simplify decisions for customers. Value naming – Words like “chef's blend,” “deluxe,” or “seasonal” elevate perceived value without changing your actual product.Throughout the episode, Alexis brings practical examples from the flower world—especially holiday bouquet pricing—while Brett connects the dots to ag economics principles and behavioral psychology.The big takeaway?Customers judge prices relatively, not absolutely. Thoughtful pricing structure can increase revenue without undercutting your value — and without sacrificing your margins.If you've ever wondered why customers hesitate at checkout, why bundles work so well, or how to stop underpricing your products, this episode will help you rethink how you present value.University of Kentucky Center for Crop Diversification Center for Crop Diversification Price ReportsQuestions/Comments/Feedback/Suggestions for Topics: hortculturepodcast@gmail.comCheck us out on Instagram!

How will customers decide which decisions to hand over to AI? As AI agents move to the front of the customer journey, brands are no longer competing for attention. They're competing for selection. And in many cases, they don't even realize they're being bypassed. This conversation goes beyond tools and technology to examine the psychology of decision-making, trust, empathy, and what happens when AI becomes the primary decision-maker on behalf of customers.

The best sales pitch isn't in a founder's deck. It's what customers repeat when the founder isn't in the room.In this Founder Talk episode, Alex Sheridan sits down with Jude Nosek, VP of Sales and Marketing at Keson LLC, to break down how products really get sold in the field. They talk about word-of-mouth in the trades, why credibility beats polish, and how founders can scale growth by turning users, reps, and partners into the strongest advocates.Jude shares practical lessons on customer-led content, channel strategy, and how operators stay calm and strategic when external shocks (like tariffs and supply constraints) hit.Key Takeaways:00:00:00 Introduction00:09:58 How has B2B selling changed since COVID, and what stuck?A: Jude Nosek explains why video-first selling became normal, and how it changed speed, reach, and the quality of conversations.00:12:35 Why are buyers more educated and more skeptical than ever?A: Alex Sheridan and Jude Nosek unpack how self-education moved buyers 70–80% through the decision before they ever talk to sales, and what that changes in marketing.00:14:40 What's the fastest way to find the real sales pitch customers believe?A: Jude Nosek shares a moment when a customer took the product out of his hands, demonstrated it better, and closed the sale through pure credibility.00:16:42 How do founders let customers sell the product without making it feel scripted?A: Jude Nosek explains why authentic user demos and endorsements beat polished promos, and how to build content around real usage.00:37:42 How do you handle a sudden tariff or cost shock without wrecking cash flow?A: Jude Nosek walks through what changed overnight for Keson, how they ran leaner, and how they approached pricing decisions strategically.00:46:35 Where do customers actually buy, and why does channel strategy matter?A: Jude Nosek explains why “where homeowners shop” isn't where the trades buy, and how specialist supply relationships drive repeat sales.01:03:49 When does a family business start thinking about selling versus staying independent?A: Jude Nosek shares how long-term operators think about ownership, timing, and the consolidation pressure in trades and tools.Watch the full episode to hear the complete conversation, and subscribe for more no-fluff founder interviews.

Mountain Trails sits nestled on Winchester's Old Town walking mall at 115 North Loudoun Street, where owner Garry Green has cultivated something rare in retail: a store that feels like a community. After 34 years in business—the last 13 at this location—Garry has discovered what he calls "the Loudoun Street Magic," especially on Saturday evenings when the mall comes alive. He shares his passion during this episode of The Valley Today, with host Janet Michael and cohost Brady Cloven, executive director of Friends of Old Town. Mountain Trails' move from its original Cork Street location transformed the business entirely. "The demographic literally went from climbers, backpackers, and travelers to just everyone," Garry explains. The visibility proved phenomenal, and the store has become an integral part of Winchester's identity, appearing regularly in social media posts and drawing visitors from states away. Education Over Sales: A Revolutionary Approach What sets Mountain Trails apart isn't just their inventory—it's their philosophy. Garry's mission statement centers on creating "a safer, more enjoyable wilderness or travel experience," which means the staff focuses on qualifying customer needs rather than pushing products. "We are not here to sell things to you," Garry emphasizes. "We try to qualify your needs and provide for those needs." This approach resonates deeply in a business where equipment failures can have serious consequences. Whether customers are paddling the Shenandoah River for the first time or heading to Mount Everest base camp, their concerns receive equal validation. Garry recalls outfitting a gentleman for climbing Kilimanjaro, Africa's highest peak at nearly 20,000 feet. When the climber returned, he shared a remarkable moment: "I was at 16,000 feet and I heard you talking to me." The boots and backpack performed exactly as Garry had promised—the ultimate validation for the staff. Curating the Right Gear for Every Adventure Every single item in Mountain Trails serves a purpose. "Everything in Mountain Trails other than, let's just say a t-shirt, needs to function," Garry explains. "It has a job. And it needs to do that when you need it to do it." From rain gear to sock structure—yes, even socks matter—the curation process ensures customers receive appropriate equipment for their specific adventures. The store's tagline captures this breadth: "hiking, climbing, trekking, travel." However, their secondary motto, "Quality Outdoor Outfitters," opens the door wider. International travelers heading to Peru or around the world find the education and experience they need. Summer canoeists discover dry bags and quick-drying clothing. Skiers find bibs and cross-country equipment. Technical rock climbers locate harnesses and safety gear. Meeting Customers Where They Are Understanding the customer's experience level proves crucial to Garry's approach. The outdoor industry's biggest emerging demographic is what he calls "the casual adventurer"—people who want to hike two miles to a waterfall with trail runners, trekking poles, and a day pack, then return to town for lunch. These customers have vastly different needs from long-distance trekkers carrying their "house on their back" for multiple days. "Not everybody needs a $400 three-layer Gore-Tex rain jacket," Garry points out. While climbers heading to Mount Everest might need that level of protection, an $80 waterproof jacket works perfectly for someone's golf bag. This honesty builds trust. Moreover, the relationship continues as customers grow in their outdoor pursuits, returning to upgrade their gear as they tackle more challenging adventures. The Power of Kindness and Experience When hiring staff, Garry's number one criterion isn't outdoor expertise—it's kindness. "You have to put that customer's best interest at heart above anything else," he insists. This philosophy creates what international visitors have called "the feel" of Mountain Trails, something that distinguishes it from sterile big-box retailers. The staff's personal experience matters tremendously. "They've been wet, cold, hungry, tired," Garry notes. "They're here to help you suffer better." Garry himself spent years guiding in Alaska and running outdoor adventure programs for the U.S. Air Force, helping service members decompress after deployment. He recalls a winter camping trip where a participant thought she wouldn't survive the night because her "butt was cold"—she hadn't inflated her sleeping pad. After inflating it and adding hand warmers, she proclaimed he'd saved her life. "You passed through a window," he told her, referring to those challenging moments all outdoor enthusiasts eventually face. Beyond the Hardcore: Everyday Customers Welcome While Mountain Trails caters to serious adventurers, everyday shoppers find unexpected value. Janet shares how the store helps her buy gifts for her mother-in-law who bikes the C&O Canal—despite Janet's self-proclaimed lack of outdoor interests. "I can come in here and just say, she does this and you can help me find the perfect gift for her," she explains. The store even welcomes those who simply want to look the part. "I love this store even though I am not an outdoors person," Janet admits. Garry laughs, acknowledging that sometimes "it's all about the look." This inclusive approach means everyone feels welcome, whether they're heading into the wilderness or just want quality gear for weekend activities. A Global Reputation Built on Local Service The store's reputation extends far beyond Winchester. Visitors from Syracuse, Cleveland, and even international locations make Mountain Trails a regular stop. Garry recalls a family from Israel who declared it their favorite outdoor store globally. "We go into these stores all over the world, and this one is our favorite so far," they told him. What impressed them? The feel of the place—something intangible that staff members hear about regularly. This atmosphere stems from Garry's operating principle: "Everybody's welcome until they're not." The staff genuinely cares, creating an environment that feels more like a community gathering space than a transaction-focused retail outlet. Social media serves not primarily as a sales tool but as "an instrument of familiarity," sharing articles about climbing, skiing, and outdoor adventures that customers want to read over their morning coffee. Connecting with Mountain Trails In mid-March, Mountain Trails will transition from their winter hours into regular hours: Monday through Thursday 10 AM to 7 PM, Fridays and Saturdays 10 AM to 8 PM, and Sundays noon to 5 PM. Customers can find them on Facebook and Instagram or visit mountain-trails.com for basic information, though the real experience requires stepping through their door on the walking mall. Old Town Winchester: Building Community Through Events Chocolate Escape Perseveres Through Arctic Conditions The second half of the conversation shifts focus to Brady Claven, executive director of Friends of Old Town Winchester, who shares updates on recent events and upcoming attractions. February's Chocolate Escape faced brutal weather—17-degree temperatures with windchill predictions of negative 10 degrees—yet determined participants still filled the walking mall with their maps, hitting every participating location. Approximately 30 merchants participated in the event, which aims not just to distribute chocolate but to drive foot traffic into stores during cold months. The strategy worked. Faire Isles, for instance, welcomed numerous first-time visitors, and overall feedback indicated people discovered stores they'd never visited before. "The point of it is to get people into stores," Brady explains, noting that participants might not linger outside as long in freezing weather, but they spent more time browsing inside. Celebrating Black History Month Through Partnership Friends of Old Town partnered with NAACP Winchester and secured generous sponsorship from Valley Health to present three Black History Month events. Typewriter Studio hosted a spoken word and art gallery night featuring Monica James and representatives from Selah Theater. Bright Box presented "History and Cocktails" with Nick Powers from the MSV delivering an outstanding historical talk about the Valley's Black history, tying into the upcoming VA250 celebration. Finally, Bistro Sojo offered a small plates and jazz night with a $35-per-person special menu and live performance by SU. Spin to Winchester: Pedaling for Progress Friends of Old Town's second annual Spin to Winchester fundraiser brought participants together inside Valley Health for a 45-minute stationary bike class. Each rider crowd-funded their participation, raising a minimum of $250, with prizes awarded for most funds raised, sweatiest rider, and highest mileage. The event exceeded expectations, hitting 120% of its goal and attracting 20 more individual donors than the previous year. "It's very apparent by the end of this 45-minute class, certain people are, myself included, just dripping with sweat," Brady admits, describing the intense workout led by instructor Pam from Valley Health. Despite the physical challenge—including what seemed like endless "last hills"—the fundraiser's success directly supports Old Town programs and events throughout the year. Taylor Pavilion: A Transformation Underway Ground has broken on the Taylor Pavilion renovation, with completion targeted for before WineFest during Apple Blossom season. The transformation will create a social gathering space that addresses a common community need. "We do hear a lot from people that say, well, you know, there's really not a space if I don't wanna drink or if I don't want to eat," Brady notes. The new pavilion will offer a place where people can grab a bagel and sit, play chess, listen to music, or simply enjoy being on the mall. It will serve as a meeting point before art classes at Typewriter Studio or ShenArts—a place for friends to gather with coffee and catch up before heading to other destinations. Notably, the infamous "ping pong table on an incline" from the conceptual rendering will not materialize, though Brady jokes they should install a commemorative statue. Celtic Fest Returns March 14th Looking ahead to March, Celtic Fest promises to be a highlight. Scheduled for Saturday, March 14th from noon to 5 PM, the event will feature approximately 35 vendors lining the mall from the south end near Hideaway northward. Partners include Ravenwood Foundation, which brings expertise in outdoor Highland games. City Pipes and Drums will perform throughout the day. Faire Isles plans Irish dancers in their alcove, while other merchants prepare special attractions. Piper Dan's and Union Jack's—recently reopened after flooding—will participate, with Brady hoping to coordinate a special menu. Additionally, Brady plans to transform the museum lawn into a kids' Highland games zone, where children ages four to ten can throw foam logs, compete in disc throwing, and win prizes. Staying Connected Those interested in Old Town Winchester events can follow Friends of Old Town on Facebook and Instagram (@FriendsOfOldTownWINC) or visit friendsofoldtown.org for a complete calendar. First Friday events return in June with a "Summer of Covers" theme featuring cover bands, including a special August event partnering with River House. A Community That Cares Whether discussing Mountain Trails' dedication to customer safety and satisfaction or Friends of Old Town's commitment to creating community experiences, this conversation reveals Winchester's character: a city where businesses and organizations prioritize people over profit, relationships over transactions, and community over convenience. From outdoor gear to outdoor festivals, the message remains consistent—everyone's welcome, expertise matters, and kindness forms the foundation of everything worthwhile.

Horst Schulze breaks down how Ritz-Carlton built elite teams through hiring standards, empowerment, and culture. From $2,000 employee decision authority to confronting performance with data, he explains the leadership systems that drove world-class service and low turnover.

Feedback is all around us. From the customers, staff, and the business itself, we can only make great decisions for the coffee shop when we practice listening to understand. Trouble is we often avoid listening for fear of what we will hear, or because we falsely think we know what someone thinks or that their opinion cannot be helpful due to who they are or what position they hold. Today on Shift Break we will be talking about what we stand to lose personally and professionally when we do not pursue listening as a serious part of how our business will grow.  Please take time to listen to the episodes below to dive deeper into the subject of listening!   APPLICATIONS ARE OPEN!  KEY HOLDER COACHING GROUPS  Are you a coffee shop owner looking to join a community of other owners to help bring perspective, insight, encouragement, and accountability in a well curated setting?  Then you need to apply to join Key holder Coaching Groups!  Applications are now open for Spring 2026 Cohort: Click below to learn more:  APPLY TO KEY HOLDER COACHING GROUPS     KEYS TO THE SHOP®  1:1 CONSULTING AND COACHING If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email  chris@keystothshop.com of book a free call now:  https://calendly.com/chrisdeferio/30min    Related Episodes:    415: The Best Lessons On How to Listen w/ Listening Expert, Oscar Trimboli   165 : The Art of Deep Listening w/ Oscar Trimboli 282 : How to Listen to your Customers 291 : What to do if Your Baristas Wont Listen to You

Impact of Feedback: When employees believe their feedback is actually used to make improvements, they are 37% less likely to look for a new job. Pew Research Center On average, engaged employees see a 20% individual performance improvement and an 87% reduction in the desire to leave.   A  2024 research Survey with The Harris Poll found that managers play a critical role in moving employees from burned out and checked out to thriving. For employees who say they are thriving, the top indicator is a manager who is "invested in their success." Employee thriving is driven by three key drivers:   Stephen Baer is the Co-Founder and Managing Partner of Engagency, a firm built on his core belief that human engagement is the engine of business performance. He leads a team of behavioral experts who help organizations build meaningful, measurable connections with their workforce and customers. With a 30-year career focused on the science of connection, motivation, and activation, Stephen brings a rare blend of behavioral insight, creativity, and operational discipline. He previously co-founded and led The Game Agency, a learning and engagement company acquired by ELB Learning, and held sales and marketing leadership roles at Atari and General Electric, where he was a Six Sigma Black Belt Certified and a recipient of GE's Global Marketing Excellence Award. Stephen has served on the Board of ELB Learning and the Advisory Board of the Life Sciences Trainers & Educators Network (LTEN), and was a contributing writer for the Forbes Human Resources Council for six years, sharing insights on engagement and organizational growth. The author of the book, "Stickology: How to Build Unbreakable Connections with Employees and Customers for Life," and two children's books (Catastrophe in the City and The Doghouse), Stephen holds a BA from Oberlin College and an MBA from Columbia University.      For more information: https://stephenbaer.com/ Get the book: https://www.amazon.ca/Stickology-Unbreakable-Connections-Employees-Customers/dp/9699592532. Learn more about your ad choices. Visit megaphone.fm/adchoices

Ashley Grace is the Founding CMO of Igniton, a groundbreaking quantum wellness company merging subatomic particle science with integrative health. With a background spanning finance, marketing ROI modeling, ad tech, and big pharma—and as the former founding CMO of Charlotte's Web—Ashley brings decades of experience at the intersection of innovation and persuasion. On this episode, he breaks down how to market complex, cutting-edge products, why message beats media every time, and what skills will actually make you money in the future of advertising. On this episode we talk about: How Igniton is pioneering “quantum supplementation” and validating it through university studies The challenge of marketing complex or unfamiliar innovations Why your message is 4x more important than your media buying strategy Emotional differentiation vs. feature-based marketing The future of AI in ad creative and what skills marketers should focus on now Top 3 Takeaways What you say matters more than how you say it. The creative message is significantly more impactful than targeting, delivery, or frequency. Emotional resonance wins. Emotional differentiation beats feature differentiation. Customers buy based on emotional outcomes first—then justify with logic. Creative skills will outlast media buying. As AI automates targeting and ad delivery, persuasive messaging and human psychology will become even more valuable. Notable Quotes "What you say is four times more important than how you say it or how often you say it." "Persuasion is real—and there are tools and techniques to use language and visuals to make it more powerful." "Focus on the emotional benefit. The feature just explains why you can deliver it." Connect with Ashley Grace: LinkedIn: https://www.linkedin.com/in/ashleygrace Website: https://igniton.com Podcast: https://ashleyon.com Discount Code: Use code ASHLEY for 15% off your first order  Travis Makes Money is made possible by High Level – the All-In-One Sales & Marketing Platform built for agencies, by an agency.  Capture leads, nurture them, and close more deals—all from one powerful platform.  Get an extended free trial at gohighlevel.com/travis Learn more about your ad choices. Visit megaphone.fm/adchoices

Connecting with customers is part of the job. In this episode, Jason Fried and David Heinemeier Hansson share why staying close to the people who use your product still matters, even as companies scale. They touch on writing customers directly, keeping the door open after the first reply, and why real conversations beat shouting into the social media void.Key Takeaways00:11 – Writing customers from a real inbox05:21 – Building real relationships with the people who use your product11:34 – Keeping the line open after the first exchange14:07 – Why email still feels more personal than sliding into DMs19:29 – Getting to know who your customers actually are21:55 – Why real human connection is still the pointLinks and ResourcesFizzy is a modern spin on kanban. Try it for free at fizzy.doRecord a video question for the podcastSign up for a 30-day free trial at Basecamp.comBooks by 37signalsHEY World | HEYThe REWORK podcastThe Rework Podcast on YouTubeThe 37signals Dev Blog37signals on YouTube@37signals on X

Many leaders still believe high customer satisfaction scores mean the experience is working. That belief creates a costly blind spot: customers say they're satisfied and then quietly leave, taking revenue, renewals, and referrals with them. In this solo episode of Doing CX Right®, Stacy Sherman explores why Customer Satisfaction (CSAT) became the standard, from the University of Michigan's American Customer Satisfaction Index to today's dashboards, and why it no longer predicts loyalty in a world where switching is easy and comparisons are instant. Stacy shares practical ways to drive real customer loyalty: Identify why "nothing went wrong" isn't enough to create memorable experiences Ask questions that reveal what customers truly value Measure behavior: repurchase, renewal, and referral rates instead of opinion scores Redesign onboarding and service touchpoints so customers feel supported, not lost CSAT isn't useless, but it measures baseline competence, not competitive advantage. Listen now to discover why satisfaction is just the starting point, and how to turn customer experience into lasting loyalty. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.