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My guest today is Dan Rossetti from Ascension Sports. You can catch Dan on Twitter.  I caught up with Dan in Las Vegas at Ticket Summit and he was sharing some interesting takes on sports business, skills, and hiring right now.  We wanted to expand on that. So we did a podcast and we talk about sales teams, phone crushing, the bounce back in sports, championship belts and more.  You can find me everywhere with my special Linktree! It is all my links! Let me know if you want to learn how to set the right f#$%# price by registering your interest here.  Check out my friends at Booking Protect! Customers have been taking up refund protection at a rate that is double what it was before the pandemic began. This is a great opportunity for you to offer more value to your customers in a way that they want while also creating a new revenue stream for your organization.        

It's the holidays. We know, we know, they're delightful, snowy, laden with love, laughter, and colorful lights. What we forget every year is how it masks stress, crazy family members and the stress of holiday shopping.ESPECIALLY if you work in retail and then you get THOSE customers. They stay past closing. They make a mess. They ask dumb questions. They're rude. We get it! But don't lose your job by taking it out on them - take it out on our Retail Vent Line! Go ahead, and vent to us: it's anonymous and we'll bleep out any profanity! 1-844-TBS-VENT See acast.com/privacy for privacy and opt-out information. Become a member at https://plus.acast.com/s/the-bert-show.

Jeff Coyle is the co-founder and chief strategy officer at MarketMuse, which helps marketing teams improve the effectiveness of their content. As Jeff says, "We do the the why for content." This is the right question to answer before entering into any content publishing initiative, and the answer cannot be, "Because my boss told me to write these 10 blog posts." The 'why' matters. In fact, the earlier in the process you are informed by data, the more efficient your content is going to be. After all, as Jeff says, "The plague is spending time writing content that doesn't perform."I am beginning the believe that artificial intelligence and machine learning is getting to the point at which it can help us mere mortals make better decisions. More about Jeff:His company, MarketMuse: http://www.marketmuse.comOn Linkedin: https://www.linkedin.com/in/jeffcoyle/The blog post we talked about: https://blog.marketmuse.com/seo-content-strategy-how-to-bring-humans-and-search-bots-together/More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com

In this episode: [0:52] Jake Miller Bio and Introduction[2:45] Jake talks about his inspirations and passions as an entrepreneur, and how they lead him to found his company, Fellow.[5:45] What were the biggest challenges in founding Fellow? Jake talks about engineering and developing physical products with a pure marketing background and what he learned about manufacturing products at scale.[7:25] Jake discusses his product portfolio expansion and how digital helps his coffee products. [8:30] As a startup, how did Jake and Fellow approach “customer research” or market studies? Jake talks about using Human-Centered Design and its four key components: “Empathize, Ideate, Prototype, Iterate.”  [9:30] Jake speaks to his strategic approach to selling: distribution, wholesale partners and e-commerce. [11:25] Jake offers advice for entrepreneurs who are starting out on how to use digital platforms. “Stand it up, see what happens. Be strategic from there.”[12:55] Fellow has only one brick-and-mortar store, their “San Francisco Playground.” Jake talks about experiential retail, the evolution of customer service, and what's special about this store.[15:35] How did COVID-19 affect Fellow's business? Jake talks about the challenges and (some silver linings) of the pandemic including its impact on product design, quality assurance, price increases, and more. [19:00] Costs of labor and raw materials have gone up globally in 2021, how do Jake and Fellow handle those increases? [20:00] Jake talks about supply chain disruption and Fellow products, and how the company pivoted to better reach customers during COVID.[22:00] Jakes discusses how much he leverages digital marketing to grow sales and connect deeply to their customers.[24:00] What types of “traditional” marketing is Fellow doing? How many countries is Fellow marketing in? Jake talks about all things marketing for Fellow: social, direct mail, influencers, sponsorships, and more. [27:30] Rapid Fire! Fun questions and fast answers with Jake Miller. [29:10] Wrap-up: How does Jake stay current on all things digital? What is the next big thing in digital? [30:45] Gino & Kathy's Key TakeawaysLinks & ResourcesContact Jake by email: jake@fellowproducts.comVisit Fellow.Explore “Fellow Drops,” the company's text-to-order coffee program.Visit Shopify, the platform Jake used to first sell Fellow products.Kathy & Gino's "Key" TakeawaysFor entrepreneurs with a marketing background who are getting a start in product design – It might take a little pure arrogance to think you can figure out the engineering side of the business. Sometimes that's OK! Jake took several big risks when he started Fellow, which ended up teaching him a lot of important lessons about product design and development, even if he sometimes wishes he'd have chosen to partner with an engineer who knew coffee products from the outset. When starting Fellow, Jake didn't invest in big market research. Because coffee product design is a niche market, Jake opted to find out how real coffee lovers wanted to brew coffee. Jake is committed to Human-Centered Design for Fellow Products. The four principles of Human-Centered Design: Empathize, Ideate, Prototype, Iterate.Supply Chain issues — Fellow paused to do formal research to make decisions on price increases, hoping the market will turn around. Research takes time. Digital marketing is more than just driving transactions; it's about driving relationships. Digital has enabled companies to get closer than ever before with their customers and add value to their lives. Entrepreneurs and marketers sometimes forget that real people are clicking and going through the shopping process. Keep this in mind when building e-commerce websites. ROI can be more of a future motivation. What is keeping your customers moving through the funnel right now? Consider elevating the conversation with your customer first.When you hit a rough patch, come back to and stay true to the mission. Fellow's mission (Help People Brew Ridiculously Good Coffee) helped them make difficult decisions during COVID-19 and the company's early growing pains. The mission should be alive and embodied by the human beings who are running the business. Passion is important to success.Jake's advice for starting a business, “Stand it up. See What Happens. Then Be Strategic.” For a business with high-quality products, that meant to try it and look to wholesale or distribution channels that can support your products. Balance the desire to sell directly while understanding some business will come through partnerships.  Fellow leverages influencers in an innovative way that adds value to their brand without adding costs. Enable people who are experts to promote and talk about your brand/product. Fellow using organic relationships with expert baristas to tell their story in an authentic way. When a brand's story is authentic (not paid for), customers recognize this and gravitate toward your product. Sometimes we need people to take chances on us as entrepreneurs or professionals. So many careers come full circle, as they did with Kathy and Jake. Kathy has taken a chance on hiring new talent like Jake and Gino! Pay it forward when you can to mentor and offer advice to others. If you're in a leadership or management role, keep in mind that raw talent can be molded. Take care of your people. There's a war for talent out there, so make human connections a priority. 

How NPS Enriches the Lives of Customers, Employees, and Leaders Shep Hyken interviews Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth.  Top Takeaways:   Net Promoter Score is the metric that millions of companies have used for decades to know if they are doing a good job for their customers and their employees. It aims to measure if you have gained your customer's loyalty enough to earn their repeat business and new business from their friends and family. But, in the age of cookies, click rates, and measurable eyeball hang times, is a company's NPS still relevant? And, is your company using the NPS metric correctly? This week, we interview Fred Reichheld, the developer of the Net Promoter score to talk about how many companies are misusing the Net Promoter Score and missing out on the potential benefit that it can help your business achieve. We also talk about how NPS is still applicable in modern business and how it can be used correctly. To put his money where his mouth is, Fred invested his own money in all of the public companies that are NPS leaders. The return on his investments is almost three times the S&P. In today's episode of Amazing Business Radio, Fred and I discuss how you can use the Net Promoter Score to invest in customer loyalty, which pays big dividends!  Quote:   "Who you hang around with in your life influences everything - how you think about success and what's important to you. This is true with who you want to be a customer of, who do you want to be an employee of, who do you want to invest in."   About:   Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. He is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Fred Reichheld is the creator of the Net Promoter system of management, the founder of Bain & Company's Loyalty practice and the author of five books including The New York Times bestseller, The Ultimate Question 2.0. He is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977. Fred is a frequent speaker at major business forums and his work on customer loyalty has been widely covered in The Wall Street Journal, New York Times, Financial Times, Fortune, Businessweek and The Economist.   His upcoming article to be published in November marks his 15th contribution to the Harvard Business Review. In 2012, he became one of the original LinkedIn influencers, an invitation only group of corporate leaders and public figures who are thought leaders in their respective fields. In 2003, Consulting Magazine named Fred as one of the world's 25 Most Influential Consultants.   According to The New York Times, he put loyalty economics on the map. The Economist refers to him as the “high priest” of loyalty. Reichheld graduated with honors both from Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978). He's based in Cape Cod and Miami.   Questions   Could you share a little bit about your own journey? How is it that you got to where you are today? Could you explain to us what the Net Promoter system is and how companies should really be using it to yield the best results? Could you share with us maybe two or three things that you believe are contributing drivers of loyalty? What are some things that companies should look at in trying to enrich the lives of your customers? Do they need to understand what type of customer they're serving and does the generation matter? Could you share with us what is Customer Capitalism exactly? And how does that impact the consumer? Could you share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you also share with us maybe one or two books that have had the biggest impact on you? Could you share with us what's the one thing that's going on in your life right now that you're really excited about? It could be something that you're working on to develop yourself or your people. Where can our listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote, it kind of helps to keep you on track, or at least get you back on track if for any reason you get derailed. Do you have one of those?   Highlights   Fred's Journey   Fred shared that early in his career at Bain & Company, he noticed companies similar to us all, some brand new, some quite mature, but they were all outperforming all of the things he learned at the Harvard. Some were crushing it and a good example was enterprise Rent-A-Car, who started out as a tiny little rental leasing agency in St. Louis, and has grown now to become the largest car rental company on Earth without ever having to tap public equity markets, it's still a private company. And you think, Gosh, what I learned at Harvard was a capital intensive business, low growth industry, low margins, there's no way that you could grow on internally generated cash.   So, when he went to meet with Andy Taylor, their CEO, he said, “Fred, there's no secret, there's only one way to grow a successful business sustainably.” And so, he was listening for this great secret. And he said, “You treat your customers so they come back for more and bring their friends.”   And that basic idea changed his world because that's what he now understands is the key to success. If your customers are coming back for more and bringing their friends, your economic flywheel will crush the competition.   What is the Net Promoter System and How Companies Can Use it to Yield the Best Results   Me: Amazing. So I had an opportunity to get an advanced copy of your book Winning on Purpose: The Unbeatable Strategy of Loving Customer. I really, really love it. I haven't finished reading it as yet, but I've gotten quite far in it. And so, I just wanted you to share with us.   Fred, in the book, especially in the preface and the foreword, you kind of mentioned that you have this net promoter system, but people are not actually using it the way how you created it to be used. Could you explain to us what the Net Promoter system is and how companies should really be using it to yield the best results?   Fred shared that he's long been troubled by the fact that financial accounting is how we run our businesses. And while financial accounting is very good at telling us when we've extracted a million dollars from our customers wallets, it does nothing in helping us understand when we've enriched a million customers lives or when our teams have done work that's meaningful and toward an important purpose.   And Net Promoter was his attempt at helping companies measure that important idea of all the lives you touch, how many are enriched? How many diminished? And that evolved into Net Promoter Score is based on one question, how likely you'd recommend us to a friend, 0 through 10.   And it turns out that when someone gives you a 9, and especially a 10, you've enriched their life, you've lived up to the golden rule of loving your neighbor.   And 0 through 6, you failed, you diminish their life. And so, this notion of Net Promoter Score is just keeping track of all the lives touched, how many enriched, how many diminished, and how many promoters, how many detractors, it's very practical for running a business because your promoters are your assets, who come back for more and bring their friends. But also, it's a little bit inspirational because putting your teams to work, and enriching lives and measuring that outcome and helping them learn how to do better, that's really helping them live the right kind of life.   The Contributing Drivers of Loyalty   Me: So, at the end of the day, we're all trying to build better relationships with our customers. Now, in your book, you also said that loyalty means investing time and resources in relationships.   Do you know maybe could you share with us maybe based on your experience and your research, you've definitely been in the thing way longer than I have; maybe two or three drivers that you think contribute to loyalty.   And this is loyalty in general, which I'm sure impacts business relationships, because I mean, loyalty is something that as human beings, we do link it to a person. For example, if you have an animal, your dog is loyal to you as the owner, in a relationship; you're loyal to the other person that you're in the relationship with, whether it's a personal or professional relationship. So could you share with us maybe two or three things that you believe are contributing drivers of loyalty?   Fred shared that he thinks it's quite poorly understood in this day and age when people are demanding loyalty and trying to get loyalty through gimmicks and marketing, so called loyalty programs. So, he thinks it does make sense to get back to basics.   He thinks loyalty is an investment from you and another person in a relationship. And you think, “Why would I invest in someone else?” Well, it's because they stand for what you believe in you.   You believe that they'll reciprocate and treat you reasonably and not abuse your trust and that you're in a position to actually do something to make their life better. Otherwise, you're just wasting your time.   A lot of people think about loyalty as, “Oh, I want them to be loyal to me.” He thinks the way to start is, “How can I invest in this relationship and love them, make their lives better?”   And that's what great companies' do, that's what great leaders do, they inspire their troops to find ways to enrich the lives of customers sustainably, of course, profitably. But the whole goal in a business is making your customers lives better. Because when you do that, you're investing in the right relationships, they come back for more, they bring their friends, they say great things about you, they become your public relations force, that's how great business works.   And he thinks we get drawn off center a little bit because the larger our company is, the more it's run through financial mindset. It's our accounting numbers that we seem to view as the framework of success, when in fact, no, it's this golden rule ideas, it's love thy neighbor as thyself. And when you do it, you'll see the results because when customers feel the love, they are loyal and that's at the core of loyalty, it's earning loyalty by enriching customers lives. And loyalty from employees, by putting them in a position to earn lives of meaning and purpose, by enriching the lives of customers that they touch.   Me: I like the fact that you mentioned that it's not just about loyalty in terms of you getting the person to be loyal to you, but it has to be earned and it's not something that can be bought. So I'm glad that you mentioned at the beginning that a lot of these loyalty programs and marketing initiatives that organizations have that they dub as loyalty programs are not actually programs that will make or even influence your customers to be loyal to you. So it's good that you identified for us that loyalty is something that is earned.   What Companies Should Look for to Enrich the Lives of Customers   Me: Now, in terms of showing your customers or enriching their lives regardless of the industry that you're in, whether you're a financial company, you sell insurance or you have credit cards, or you're a retail company, what are some things that companies should look at in trying to enrich the lives of your customers? Do they need to understand what type of customer they're serving and does the generation matter?   Fred shared that of course it does. And yet, he finds that the most successful businesses, whether dealing with teenagers today or octogenarians, it's understanding how to communicate effectively, how to always act in your customers best interest, to listen very carefully to how you're doing and what they need. Because at the core, a business is trying to solve the customer's problem, it's trying to turn a frown, into a smile, and the human process of understanding that, he doesn't think that's changed in thousands and thousands of years. Of course, the technologies we use, the innovative approaches, those open up wonderful new opportunities, but the basics, they haven't changed.   One of his colleagues at Bain, they joined about the same year, Scott Cook, who's the founder of Intuit, who has built TurboTax, and other very successful business, huge, huge success.   And he said, “Fred, you want a big business, solve a big problem for your customers.” And that's the right way to think about it, “I am going to be a reliable resource that is going to make a real difference in your life by turning that frown into a smile, and I'm going to measure my success that way.”   Obviously, profits are necessary but those who think of profits as the true objective, they're not going to grow a very big business very long because that's very selfish, “How much money can I extract from your wallet, get away from me, I'm not going to tell you anything about myself for what I need.” If he has someone who actually acts in a loving, caring way, they're a mutually beneficial relationship affair. But that's the kind of person he's willing to actually share his information with and give constructive feedback to because he wants them to succeed, he wants them to succeed in helping him solve problems.   What is Customer Capitalism and How it Impacts the Consumer?   Me: So, while I was reading part of your book as well, I bucked up on a term, Customer Capitalism. Could you share with us what is that exactly? And how does that impact the consumer?   Fred shared that he thinks people have a framework in their heads about capitalism that's just dead wrong, that maximize shareholder value as the underlying concept. Through the years, whether it's Milton Friedman, or Adam Smith, there's an ancient and an out of date framework that people call capitalism, that without giving it this name, it's financial capitalism, because it's based on this idea of profits and shareholder and investor is the king. He thinks that has changed over the last few decades, at least, to where now, there's so much capital in the world; you can raise millions and millions if you have a good idea.   What there's not infinite amounts of are good people with good ideas who are willing to work together in a team framework to serve others.   And the real capital in that system, our customers, all the cash flow comes out of customers' wallets.   So let's keep track of how many customers you have, how many are coming back for more, how many referrals you're getting, that was the basic, those are the keystone metrics in customer capitalism.   And more than anything, it's being clear about the purpose. If the purpose in the old school capitalism was maximizing profits and shareholder value, in customer capitalism, the purpose is to enrich the lives of your customers.   Bain did a survey of a couple 100 Senior Executives around the world, C suite executives and they found that only 10% believe that the primary purpose their business existed was to make customers lives better. They thought it was about profits or great place to work or balance duties to shareholders, stakeholders. He just thinks that is dead wrong. A good business, a sustainable business has to have a primary purpose of making their customers lives better.   Me: Amazing. One of the companies that you mentioned in your book when I was reading was Chick-fil-A and I absolutely love Chick-fil-A, both me and my daughter. But one of the things that I really love about Chick-fil-A was the fact that I remember I traveled a few years ago and my daughter wanted to get something from them on a Sunday and they're actually closed on Sundays and I thought that was awesome, from what I read that was a principle that their organization had and they've lived it up to this day and they've still been very successful even though they're closed on a day when they could be making more profit, as you mentioned.   Fred stated that the purpose of Chick-fil-A is certainly to enrich the lives that it touches. It's interesting, the founder, Truett Cathy was one of his early teachers in his business career, and they're totally different people. He's a Southern, he was a Southern Baptist, very, very conservative point of view. He (Fred) lives up in New England, Unitarian Universalist, you couldn't be more liberal in your religious thinking. And yet they had enormous overlap at the core, he picked a proverb from the Bible, that essentially, it says, “A good name is worth more than silver or gold.” Or in other words, your reputation is everything, which he thinks is so true.   And this notion of net lives enrich and Net Promoter Score, you think about when you enrich a life, you're living up to the golden rule, you're loving a neighbor, when you diminish your life, you're failing.   And so, the reason Chick-fil-A has been very interested and supportive of Net Promoter is because we're trying to achieve the same mission, this is back to Truett Cathy's words, he was inspired to turn frowns into smiles on his customers' faces and that is the purpose of the business.   So, then you mentioned Sunday, he asked him why he closed on Sundays and he said, “It's not a religious thing, Fred.” He's a very religious guy but he's not preachy, their business does not put biblical quotes at the bottom of their cups, and they're not proselytizing in the parking lot. They try to be models; they try to help their people live up to this standard of loving your neighbor. And closing on Sundays, he just knew that you could not run a restaurant and have the manager there 7 days a week, you'll kill yourself. And he said, “Given that, and I definitely want my store operator there running the place not delegating to an assistant.” He said, “We have to close a day and closing Sundays gives this signal that we care about our people, and we care about golden rule.”   As he said, “But you know, Fred, I go to other restaurants on Sunday, it's not like it's wrong to go out and eat at a restaurant on Sunday. It's just wrong for us to try and have our managers running a business 7 days a week.” And he thinks it's brilliant. And it is a signal. He thinks it reminds people that they're different. And you're right, their productivity, they have far higher sales per unit than any of the competitors. And those competitors are open 7 days a week. And it shows you when you get the purpose right; your business can crush the competition.   App, Website or Tool that Fred Absolutely Can't Live Without in His Business   When asked about online resource that he cannot live without in his business, Fred shared that it's a new one for him, he discovered a company through one of his Bain partners, it's called BILT. The reason they were intriguing to him was their goal is to help their customers, their customers tend to be consumer brands, like Weber, who makes grills and place at manufacturers and so on. They try to help them build promoters among their customers, to create more promoters.   And what they've done is just taken one of the most painful steps in every customer's journey episode, which is assembly and first use, using paper instructions, which these paper instructions are horrible, let's be serious, they're written by engineers whose English is certainly their second language and they're just totally unintuitive.   So, BILT takes the 3D CAD drawing from the manufacturer, and then turns it into great little 3D instructions on how to assemble and use your product effectively and it's free to the consumer. So you go to a Home Depot or Costco and you'll start to see BILT on the packaging, and you know that you're going to get that home and you'll be able to put this thing together quickly and you'll feel great about yourself or Home Depot will have their faucets or ceiling fans, things that are really tricky to install, or garage door openers, and you go to BILT and you put the product in it and it downloads up to date information about how to put it together in a very intuitive way where you can zoom in and pinch out and rotate upside down and voice activated to help you guide you through your journey, it's just brilliant.   Me: Nice, very good. They obviously saw a need in the market, as you said, a problem that people were having challenges with and complaining about and created a product that would be applicable to make people's lives easier.   Fred stated that try ordering a bicycle online, you get it back to your driveway and then you try to put it together using paper instructions and he thinks you'll see why BILT is so successful.   Me: Yes, I can just imagine and my coordination of doing things like that are extremely poor, so I'm sure I'd benefit from using BILT.   Books That Have Had the Greatest Impact on Fred   Me: Could you also share with us maybe one or two books that have had the biggest impact on you? I'm sure you have many because you've been around for quite some time and I'm sure you've had to read and engage with a lot of authors over the years that have definitely helped enrich your life and the lives of others. But is there maybe one or two that have definitely had a great impact on you over the years, maybe something you read a long time ago, or even something you read recently?   When asked about books that have had biggest impact, Fred shared that he read a lot of books. Actually, he listens to them now; his eyes are so strained from working at his computer and writing a book, he can't read in a relaxed way so he listens to Audible. Probably the most impactful book in the last 10 years was written by a guy who passed away, Clayton Christensen was a business school professor, who he got to know, he worked briefly at Bain and then worked at an entrepreneurial thing and ended up at Harvard.   He wrote a book called How Will You Measure Your Life? And he (Fred) thinks he's just absolutely right. And the reason that helped him is, he thinks you do need to measure a life carefully, that's what a Net Promoter Score is, of all the lives he touched, how many enriched, how many diminished?   That's how you measure a life. And he thinks Clayton put this in very human terms, and thinking about that, not just in a business sense, but all of your relationships in life, how do you think about investing in those relationships and being loving and loyal in a way that's not just correct in your mind, but you know the other party felt the love, you have to get feedback on how you enrich their life. So, How Will You Measure Your Life is a big one.   There's a recent book by Adam Grant called Think Again: The Power of Knowing What You Don't Know, that he thinks is quite good. Adam is a guy that they must think along the same lines, because it was an earlier book that he wrote about it's called Give and Take. And he just makes the case that the world is full of people; there are some people who are givers, there are people who are matchers, they want a relationship to be in balance and then there are takers. And he said, one of the keys to life is avoid those takers, they're sociopaths, you can try and change them, but good luck.   And he thinks this is important and living a golden rule existence. Not all people want to be part of a community where people are treated with love and care, they'll abuse that community and he thinks if they can't be fixed, they have to be excluded. And then Think Again, Grant just says, we have these mindsets that are fixed, and he thinks of financial capitalism as a fixed mindset for 90% of the world and he needs to change the way people think about the purpose of business and how to enrich a life.    What Fred is Really Excited About Now!   Fred shared that he got the paperback galley of Winning on Purpose just a week ago and he can't take it off on his desk, but very pleased with the way it's come out. And that's going to be every day of his life for the next probably 90 days is how to get people to see the relevance of this book to their personal lives, not just their business lives because the subtitle of Winning on Purpose is “The Unbeatable Strategy of Loving Customers.” And loving customers, it doesn't sound like it's a business book, he doesn't know what it sounds, just a little flaky but it's not because this notion of loving thy neighbor as thyself is the core, it's the highest standard in human affairs. And what he's arguing and Winning on Purpose is that, that is how you win.   When you enrich lives, you have to do it sustainably, and you have to do it profitably, but that's not the magic, accountants can do the profits for you. The magic is figuring out how using your energy and ingenuity to love your customers and have them come to trust you and come back for more and bring their friends but it goes so far beyond business.   So, the great challenge he's got is getting people to recognize, he wrote this book for his granddaughters, infants who he wants them to see how you live the right life. And it sets out a way of measuring progress that he thinks is consistent with what Truett Cathy had in mind of building a reputation that you'll be proud of, and investing in relationships where you can earn people's loyalty.   It's probably a good rule of thumb anywhere to just don't spend time with a person unless you can figure out a way to make their life better. And by the way, the good news, chapter two and five of the book, demonstrate that companies that do this, they're the ones that get rich.   It's not clear from reading the Wall Street Journal, but every company, every industry, where they look at the Net Promoter Score, versus the competition, measured carefully, correctly, not just some self reported vanity metric, but real apples to apples.   It's the company with the highest Net Promoter Score who is growing faster and delivering better total shareholder value. And that's really good news.   But people are the mindset is fixed, they just don't get it. They say, “Oh, that's just some industries.” No, every time they're finding it, how did Andy Taylor grow to be the biggest car rental company on earth? How did Apple become one of the biggest companies on earth? Because they built a set of customers who are Promoters who are out there buying more stuff, and referring their friends and giving good feedback because they trust you, and making your employees feel special and loved, that's the flywheel that's going on. So, he's trying to convince the world that business works in a very different way than they probably learned in business school, or if they read the Wall Street Journal and The Economist.   Me: And you know, one of the things that kind of came in my head just now when you're speaking in terms of what we were taught in school versus what is reality, the reality is, a business isn't a static thing, it's made up of people and without people in the business, there is no business and people are human beings with feelings and emotions. And you get more out of people when they feel loved, when they feel listened to, when they feel heard, as you said, when you enrich their lives. So, if you really do live that principle, I'm sure you'll win in all aspects of your life.   Fred shared that he's worked at Bain & Company since 1977. So what is that 43 going on 44 years now. And they've been through good and bad times. For the last 10 or 20 years, it's been good times. If you look on Glassdoor, the place that rates businesses as great places to work, Bain, this year, it's the best in the world according to Glassdoor, it's always been one of the top several since Glassdoor started. And Bain hires lots of different kinds of people. But these are really ambitious, talented people. And even with that slice of ambitious people, when you look at what makes a person happy at work at Bain, they want to feel loved; they want to feel like they're a valued member of a team that wins with its customers. So it's an act of service and if you ask, remember he said the typical business person in the world, 10% of them think the reason their business exists is to enrich customer lives, at Bain, if you just ask everybody through the company, you find 60% to 70% of the people think the reason Bain exists is to make their clients more successful.   It's a servant culture where love is at the core, helping people succeed and putting smiles on faces and that's what makes it a great place to work.   And the irony is, he knows what makes, at least he thinks he knows what makes Bain a great place to work, it's that they are dedicated to helping their teams make a difference in their clients success, and be recognized and rewarded and part of a team that helps achieve that.   And it's financially successful but that's not the purpose, the purpose is making their customers lives better. And he thinks most great places to work lists, completely ignore that. They think it's refrigerators full of beer in the break room, pool tables and ping pong and cool fringe benefits, that's the fringe, the core is being on a team where you're playing a valued role at really making a difference in a customer's life.   Where Can We Find Fred Online   Website - https://www.netpromotersystem.com/ LinkedIn – Fred Reichheld   Quote or Saying that During Times of Adversity Fred Uses   When asked about a quote or saying that he tends to revert to, Fred shared that he wished he did. When he's preaching to whether it's at the dinner table or elsewhere, he goes back to this idea of how important loyalty is. You got to understand what your life stands for, what is your purpose as an individual and then the way you live that purpose is to invest in relationships with other people who share that purpose. And it's how you can invest and help those people succeed that he thinks helps you achieve your mission. So, “Choose your loyalties wisely, they guide your life and they define your legacy.”   Me: Love it, choose your loyalties wisely, they guide your life and define your legacy. Amazing. Love it, absolutely love it. And I'm sure every person on the face of this earth that wants to do good, wants to leave a good legacy behind. So the only way to do that, I believe, as you had said was to try and live by doing those actions on a daily basis, do it consistently because that's the only way when you leave this world you'll be able to leave that legacy.   Fred stated that and measure, so many people would say, “Oh, I can't measure love.” And he would say, actually you can, you can get feedback from your customers in a systematic Net Promoter framework and understand how many lives you've enriched and that is your legacy. And then you should be measuring your way toward the kind of life you want to lead.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links   The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld Winning on Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld How Will You Measure Your Life by Clayton Christensen Think Again: The Power of Knowing What You Don't Know by Adam Grant   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Does the world really need another subscription box? Do parents really need to buy more things for their kids? Well, when we're talking about Lovevery, the answer is yes and yes. In the crowded spaces of DTC subscription services and childrens products, Lovevery is making its presence known. On this episode of Up Next in Commerce, I talk to Rod Morris, the co-founder and president of Lovevery, who told me all about the development of the company's amazing products, and, more importantly, how he and his team went about making them stand out among the rest. It takes a lot of hard work — but it all starts with a complete obsession with creating a brand that you believe in and products that fill a gap in the market. Rod took me behind the scenes of getting press and testimonials for Lovevery, he told me how they create social content that sees engagement that blows the competition out of the water, and we also dug into his tips for fundraising and what the upside is to going public. Enjoy this episode!Main Takeaways:Winning with Connected TV: If you can break format and do something divergent, you will be able to find success in the world of connected TV. People are engaged by unique content, so you should constantly be looking for ways to take wha's working and flip it on its head.Understanding the International Market: When you take your company abroad, there is a steep learning curve to understand how to win customers and take a part of the marketshare. Even if your product works the same wherever you sell it, the process of marketing it and adhering to regulations varies. These are important things to consider and prepare yourself for if/when you are seeking to expand overseas.It Takes Heart, Soul and Obsession: The way to keep LTV high and keep growing you need a mix of ingredients. First, you have to truly be obsessed with your product, love it, and constantly strive to improve it. Second, invest in content and reaching the audience you care about with useful and engaging content. Finally, you have to stay connected and work with customers so that they feel invested in the product and the company rather than being on-off shoppers.For an in-depth look at this episode, check out the full transcript below. Quotes have been edited for clarity and length.---Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Respond quickly to changing customer needs with flexible Ecommerce connected to marketing, sales, and service. Deliver intelligent commerce experiences your customers can trust, across every channel. Together, we're ready for what's next in commerce. Learn more at salesforce.com/commerce---For a full transcript of this interview, click here.

In this episode, Kim talks with Mike Bernard, Vice President of Product & Customer Marketing at Optimizely, about how you bring products to market in today’s digital space and what kind of team you need to be successful. Connect with Mike Bernard, Vice President of Product and Customer Marketing at Optimizely Connect with our hosts Jim Hertzfeld, Principal and Chief Strategist for Perficient and Kim Williams-Czopek, Director of Digital Strategy at Perficient.

This is a Series 7 Lesson 19 Free Quiz which is covering Preferred Stocks. Try it and see how you do if you need help listen to the lesson over. Series 7 Lesson 19 Free Quiz This is a Series 7 Lesson 19 Free Quiz which is covering Preferred Stocks. Try it and see how you do if you need help listen to the lesson over. Questions covered include We hope you did well on this Series 7 Lesson 19 Free Quiz   The Series 7 Top-Off Study Guide Audio Lessons for the New Series 7 Exam is the most comprehensive set of audio lessons which is available for the preparation to take the New Series 7 Top off Examination the course consists of 74 lessons which amounts to 32 hours and 27 min. in total length. Audio lessons are a supplement and not a substitute for the book learning that you should also be doing. Audio lessons simply allow you to learn comprehend and reinforce what you should also be learning through normal studying methods such as attending classes, reading books, and taking practice quizzes.   The full table of contents for the Series 7 Top-Off Study Guide is located here The New Series 7 Top- Off Study Guide Audio Lessons is 74 lessons and a Total Length 32 hours 27 New Series 7 Exam The New Series 7 Content Outline provides a comprehensive guide to the range of topics covered on the exam, as well as the depth of knowledge required. The outline is comprised of the four main job functions of a general securities representative. The table below lists the allocation of exam questions for each main job function. Major Job Functions Percentage of Test Questions Number of Test Questions (F1) Seeks Business for the Broker-Dealer from Customers and Potential Customers 7% 9 (F2) Opens Accounts after Obtaining and Evaluating Customers' Financial Profile and Investment Objectives 9% 11 (F3) Provides Customers with Information about Investments, Makes Suitable Recommendations, Transfers Assets and Maintains Appropriate Records 73% 91 (F4) Obtains and Verifies Customers' Purchase and Sales Instructions and Agreements; Processes, Completes, and Confirms Transactions 11% 14 TOTAL 100% 125” The five job functions of the new Series 7 General Securities Representative Exam will be: “Seeks business for the broker-dealer through customers and potential customers” “Evaluates customers' financial status, financial needs and risk tolerance, and helps them identify their investment objectives” “Opens accounts, transfers assets and maintains appropriate account records” “Provides customers with information on investments and makes suitable recommendations” “Obtains and verifies customer's purchase and sales instructions, enters orders and follows up” These five functions of the new series 7 exam are the same or substantially similar to ones on the current Series 7 exam. A notable change from the existing Series 7 exam is the addition of evaluating customer “risk tolerance.”    Total Course 37 hours 10 Min 37 hours 10 Min of audio instruction to help you prepare for the Securities Industry Essentials Exam 59 Audio Lessons for Securities Industry Essentials Exam 13 Bonus Lessons about the finance industry Securities Industry Essentials Exam Podcast Audio Lessons for the SIE Exam The full course details: 37 hours 10 Min of audio instruction to help you prepare for the Securities Industry Essentials Exam 59 Audio Lessons for Securities Industry Essentials Exam 13 Bonus Lessons about the finance industry Securities Industry Essentials Exam Podcast Audio Lessons for the SIE Exam New Series 7 Exam and SIE Exam details. All candidates now must now pass both the SIE exam (securities industry essentials exam) as well as the New Top-Off Series 7 Exam. A Series 7 candidate must also have an industry sponsor in order to take the examination to take the SIE Exam the candidate simply needs to be 18 years old and no broker affiliation is needed.. https://www.finra.

Are you a creative entrepreneur who overthinks important decisions in your business? In this episode, Emily and Corey of Being Boss chat about something they call the Test and Change Mindset. This is a perspective that helps business owners adjust and adapt in an ever-changing market. They discuss what it means to Test and Change, specific examples of how this practice helps grow businesses, and how you can start testing and changing in your own business for better results. Get full shownotes for this episode here >>—Listen to more Being Boss shows on our website, on Apple Podcasts, or wherever you listen to podcasts.Follow Being Boss on Instagram: @beingbossclubJoin the Being Boss Community: beingboss.club/community

IG: @lilbitestruck www.lilbitesfoodtruck.com    Hosted By: Skyler Rabson (IG: @sky_rab_) & Justin Ryan Bizzarro (IG: @justinbizzarro)   Free Podcast.  No Advertisements.  The stories of Food, Beverage and Nutrition Entrepreneurs and how their failures led to the successes in their lives and in their business.  What does the future have in store for the food, beverage, and nutrition entrepreneur?   JUSTIN AND THE [FOOD] ENTREPRENEURS Email: justin@betterwithbaconfat.com Instagram: @justinandthefoodentrepreneurs ( #foodentrepreneurs )   All music is scored by host or royalty free. 

It's not easy to find out how clients perceive your gifts. You can ask them, but they often don't tell you the whole story. This episode reveals the the likes, wants, and dislikes about gift baskets based on an independent test from Consumer Reports.Customers and recipients rated the gift baskets based on numerous details, including:PricingShipping costsProduct selectionCustomization optionsGift card inclusionManufacturing processAfter hearing this episode, you'll recognize which areas in your business require a review and possible  upgrade.Thank you for subscribing to Gift Basket Business, and be sure to rate the podcast through your favorite listening device!How to Start a Home-Based Gift Basket Book: https://pxlme.me/gbbookJoin the 6 week gift basket course! https://pxlme.me/gbbedcourseA five-minute conversation with me can solve that big problem. https://pxlme.me/sgfclarityConsumer  Reports article: https://www.consumerreports.org/gift-baskets/gift-basket-comparison-a1345575623/Support the show (https://paypal.me/sgf)

Miles Free & Carli Kistler-Miller discuss the Why and the What that our customers are actually buying from our precision machining shops as well as some value adds to help you satisfy your customers going forward. For More Information: https://bit.ly/podcast-PMPA 

My guest for this episode is James Marland, Global VP @ SAP Intelligent Spend & Business Network... Connect with James - https://www.linkedin.com/in/jmarland/ 

Why navigate the complexities of alliances and BaaS offerings? Because your customers want simplicity. And with brands and FIs working in concert, you can give your customers a symphony of simplicity. That's why today's guest, Sarah Howell, is so passionate about her role as Chief Alliance Officer at NYMBUS: Bringing together both sides of the embedded finance equation, ultimately, makes life simpler for the end-user. In this episode, we discuss: - The purpose of banking as a service — and why it's a smart move in a disruptor-filled financial landscape - What FIs and brands should know before partnering to maximize their opportunities in embedded finance - Why a better finance world for all starts with removing friction and orchestrating a symphony of simplicity You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can't see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Thoughts on retail

You've heard of branding and marketing and sales. But have you heard of micro-weirding? Well, buckle up because that's what we're diving into today. Have you ever stopped to think about how you decide where you're going to spend your money? Yes, a special eye-catching graphic or creative reel may lead you to discover a new brand. But more than likely, this weekend you're checking out the deals from companies you already know and support. How did that happen? How did they get on your favorite list? And even more importantly, how can you get on other people's favorite list? It happens through a strategy called Micro-weirding. Spoiler alert – it is like concocting a potion that magnetically attracts sales. Yep – you definitely want to make your business Micro-Weird. Denise is CEO and co-founder of The S3 Agency, a creative agency specializing in Brand Elevation. She's worked with clients like BMW of North America and Eight O'Clock Coffee. A self-proclaimed "battler of boring branding," Denise believes that differentiated brand positioning is critical to sustainable sales growth – because when marketing is rooted in this positioning, customers make decisions based on differentiation vs. lowest price. Denise is an inductee in the Advertising Hall of Fame of New Jersey and has won hundreds of awards for her creativity. Beyond agency life, she spends as much time traveling and experiencing the world with her husband and teenage son as possible. How To Use Micro-Weirding Give people a reason to give you their https://giftbizunwrapped.com/episodes/email-marketing-process (email). Get that valuable connection through the value of what you offer. Customers want a  personal connection with the person behind the brand. Have a pillar of authenticity that's relevant to your audience. Don't always define yourself by price. https://giftbizunwrapped.com/episodes/emotional-branding-for-small-business (Branding) isn't what you tell people.  It's how you change their minds about what you sell. Creating a differentiated brand will attract people willing to pay more and give you a competitive advantage. If you don't have a brand you're just a commodity (examples: Starbucks, Apple). Communicate to people why you're different and better. Find many ways to connect with your audience that are differentiating and meaningful for your sales. If you make something many others make, differentiate by going ALL IN on something different and unexpected. It can be whatever you want as long as you're consistent with it.

Living Assets: NFT 2.0

Increasingly, restaurants across China are implementing a system in which diners scan a QR code and self-order from their phones. But is this a convenience, or a hassle with major data privacy concerns?Read the article by Siyuan Meng: https://supchina.com/2021/11/18/scan-to-order-sweeps-across-china-to-customers-chagrin/Narrated by Cliff Larsen.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This episode features guest Darshan Mehta, the founder of iResearch.com, a platform that allows users to quickly extract insights from consumers throughout the world, and ConnectQik.com, an app that allows users to make instant connections and take part in engaging interactions. Discover what insights regarding customers that Darshan believe to be important for a business to know and why it is the key to gaining an edge over your competitors. Learn why Darshan believes that insights are the key to innovation and differentiation and how he has made running a market group possible for about the costs for a dinner for two. No matter what you are going to get feedback from your customers. Do you want to get it sooner or later? Revealing insights is how you can identify your customers pain points and is a key to your company's growth. Episode Action Items: You can find more information regarding Darshan Media at https://www.iresearch.com or check out his book, https://www.amazon.com/Getting-Aha-Todays-Insights-Tomorrows/dp/1619617722/ref=asc_df_1619617722/?tag=hyprod-20&linkCode=df0&hvadid=532384509515&hvpos=&hvnetw=g&hvrand=4145229132671481130&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9031117&hvtargid=pla-1461554188236&psc=1 (Getting to Aha) available on Amazon. ABOUT THE HOST: Andy Splichal, who was recently named to the Best of Los Angeles Awards' 2021 Fascinating 100 List, is the founder and managing partner of True Online Presence, author of the Make Each Click Count book series and founder of Make Each Click Count University. He is a certified online marketing strategist with twenty plus years of experience and counting helping companies increase their online presence and profitable revenues. To find more information on Andy Splichal, visit www.trueonlinepresence.com or read The Full Story on his blog, blog.trueonlinepresence.com. New episodes of the Make Each Click Count Podcast, are released each Friday and can be found on Apple Podcast, Spotify, Google Podcast, Apple Podcast and Make Each Click Count Podcast.

Danna Olivo is a business growth strategist, serial entrepreneur, and public speaker who has over 35 years of experience in the architecture and construction business.  Commonly referred to as The Business Birthing Specialist, Dana is also the founder and CEO of MarketAtomy Academy, a vehicle she uses to work with small and medium business owners (SMBs) to help them build an infrastructure for scalable growth. Key Takeaways How to get over the hump of figuring out your market by learning to identify and reach your target audience. How MarketAtomy Academy targets and helps micro entrepreneurs turn their prospective customers to raging fans. The outside-in approach of working your way from the customer into the business. The vital role that Teamwork plays in the journey map of a business. Staying in touch with the customer in order to gauge the various changes in demographics, population or technology that may affect the customer's decision to purchase a product or service.  Connect with Danna Website - https://www.marketatomy.com/  LinkedIn - https://www.linkedin.com/in/dannaolivo/  Twitter - https://twitter.com/dannaolivo  Email - danna.olivo@marketatomy.com 

Rahul Aggarwal is the Co-Founder of Designhill, where he helps business owners outsource high-quality graphic design and other creative services. He was also named one of the top 35 Entrepreneurs under 35 in 2020 and one of Asia's most promising business leaders in 2021 by the Economic Times - so it's safe to say he knows a thing or two about running a great business! Today, he's sharing some of that knowledge by telling One Big Tip listeners how they can implement social proof and social sharing in order to help their businesses thrive. Rahul says that sharing a recommendation about a product or service is one of the greatest influences a person can make - and you can use that influence to your advantage in order to spread the word about your own business and provide social proof!In this episode, Rahul not only speaks about the importance of social proof and social sharing, but he also shares the incredible story about the impact he was able to make when he implemented these practices into his own humanitarian efforts during the COVID crisis in India. You'll learn all about the power of influence, and you'll also learn how you can make good use of that power within your own business! In this episode[1:24] Rahul saw a problem and set out to fix it by creating Design Hill. He shares his story and explains the company.[4:51] Rahul explains how he was able to niche down and stand out in a crowded market.[7:00] Rahul's One Big Tip is to leverage customer experiences as social proof - he says making a recommendation for a product or service is one of the greatest forms of influence a person can have.[11:09] Testimonials really can make a huge difference! Rahul shares the incredible story of how he implemented social proof as part of his humanitarian efforts to help the COVID crisis in India. [15:31] A plan is always necessary. Rahul takes us through his actionable social sharing steps.Support the show (https://jeffmendelson.com/onebigtip)

The holiday shopping season is in full swing and a lot has changed since the pandemic began. The biggest shift is that businesses are expecting to see more customers in-person, so expect big crowds. E-commerce is expected to slow, but only slightly as it should top the $200 billion mark for the first time. Customers will have more buy now, pay later options and get ready for live-streaming shopping events. Melissa Repko, retail reporter at CNBC, joins us for what to expect this season. Next, the snowball effect in the supply chain is raising prices and making it harder to get some of the items you want. The biggest challenge that beer and liquor makers are facing is obtaining glass bottles. America loves their chicken tenders, and prices have jumped because of delays at meat processing plants and in Tyson's case a bad rooster. Medical equipment, toys, video game consoles, and even your favorite athleisure wear are all facing setbacks. Phil McCausland, reporter at NBC News, joins us for a look at some specific items hurt by back backlogs and rising prices. Learn more about your ad-choices at https://www.iheartpodcastnetwork.com

Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Optimize medication treatment at scale

The Cheetah Digital Customer Engagement Suite provides as much as 20% of top-line revenue increases for some global brands. Pure Archery Group migrated their multiple brands to our single platform to acquire zero-party data, understand, activate, and engage their audience with hyper-personalization.

Surprise and delight -- it's Salling Group's thing when it comes to engaging their customers through their loyalty app. With 1 million members (in a country of 5 million!), their app is incredibly popular. Hear how Salling Group activated their program and how they continue to keep their members engaged.

Target, Wal-Mart, Kohl's, Macy's, Best Buy and other major retailers choose to close on Thanksgiving day — all day — after employees and customers responded positively to the pandemic closings of 2020. Can shutting the doors on a major shopping day actually increase the bottom line? Scott Ott, Bill Whittle and Stephen Green produce 260 new Right Angle episodes each year thanks to our Members, and we are grateful. Tap the full archive at https://BillWhittle.com

In today's episode, it's a pleasure to welcome Apoorva Sudarshan, Manager of Strategic Accounts at Mixpanel. Although we focus on metrics in customer success, Apoorva is such an interesting woman and I'm grateful we also talked about the work-life balance, customer success as an 'unconventional' career; and the tips for achieving happiness in your career. How to decide what to measure, how to interpret metrics and how to know the best actions based on the data? Apoorva is sharing what type of metrics you should be measuring in your customer success department: - Value moments for your customers - Customers' satisfaction - Engagement with your brand We also talk about: - Customer success as an 'unconventional' choice - Keeping track of your wins - How to achieve happiness in the role - The required effort for balancing work and life My favourite learning from Apoorva is: 'You are more than your working hours .' Connect with Apoorva: https://www.linkedin.com/in/apoorva42/ About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact. Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast - https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g If you like this episode, you will also like: 08 - Customer Success Happiness - Shanta Bodhan 09 - How to Identify a Talent - Michal Harel 11 - The Future of Customer Success - Jill Favro Sawatzky 14 - A Journey from Science to Customer Success - Daphne Lopes 19 - How to Be a CSM Your Clients will Adore - Katie Sloop 23 - 2020 for Working Parents: a jOURNEY FROM pregnancy to WFH with Kids - Angela Guedes 26 - How to Lead in Harmony with Your Purpose - Sydney Strader 34 - How to Be a Boss of Your Career - Emilia D'Anzica 36 - How to Become an Expert on Yourself - Ronni Gaun 53 - How to Grow in Your Customer Success Role - Sindy Brucher-Sharma

Customers of the Week Current Events

Converting a community of Instagram followers into customers isn't easy. You have to be authentic, consistent, and have a strong value proposition for a quality product. But if anyone's found the formula for success, it's Megan Roup. Since launching her fitness company The Sculpt Society in 2017, she's garnered over 260,000 followers on Instagram and attracted the attention of celebs like Shay Mitchell, Sofia Richie, and Elsa Hosk. But she's not just growing her following, she's growing her business. Last year, the entrepreneur grew her company by over 700% (!), successfully cultivating an engaged community on social media that's as willing to download her app as they are to like a post. I can't wait to chat with Megan about how she's leveraged social media to grow her brand and business, including the specific strategies she's used to convert Instagram followers into customers. Without further ado, let's get into it. Welcome to WorkParty, Megan! To join the WorkParty click HERE To connect with Megan Roup click HERE To connect with Jaclyn Johnson click HERE To learn more about The Sculpt Society click HERE To follow along with Create & Cultivate click HERE To submit your questions call the WorkParty Hotline: 1-(833)-57-PARTY (577-2789) This episode is brought to you by: Native • Go to Native.com and use code PARTY to get 20% off your first purchase at checkout! printfresh • Head to printfresh.com and use code PARTY for 15% off your first order. Produced by Dear Media

Revenue Attribution and Data Platform

Wendie is a full-time working mom with 2 boys. She's had a long career and busy schedule and is right now in the BABY STEPS of getting free from her “9-to-5”. In just 3 months, she started her Amazon business with our coaching staff and launched a completely unique product including 2 private label products on the way. She stumbled upon an idea that she thought surely existed, and yet it didn't on Amazon. Customers were frantically searching for this niche product and couldn't find it.   After you listen this interview, book your free Breakthrough Session like Wendie did and TAKE ACTION! Join our THRIVING free Facebook community of over 6,000 online entrepreneurs and Amazon sellers. You'll get educational videos, contents, giveaways, and a positive and supportive community! www.facebook.com/groups/privatelabelin60days Amazon FBA Breakthrough Ready to take the next step to work with our team? Book your Breakthrough Session! plmastery.com/sm-apply

Can you truly say that you're always on your customer's side? Matt McCorkle, Manager of Branch Operations for Kaeser Compressors, can. At Kaeser, providing support for the products they sell is everything, explains this week's guest on Market Dominance Guys. “It's always about the customer,” Matt states. In this third of three conversations between Matt and our hosts, Chris Beall, and Corey Frank, the discussion centers on being 100% committed to supporting customers — those who have put themselves in your hands because you've convinced them to trust you. Corey explains that this starts with that first conversation, the cold call. “You are the product that builds trust first,” he says. “The actual product you're selling comes second.” Join our three sales experts on this week's Market Dominance Guys' episode, “Being There for Your Customers.”  About Our Guest Matt McCorkle is Manager of Branch Operations for Kaeser Compressors. He has earned both a bachelor's degree and a master's degree in mechanical engineering and has now been with Kaeser Compressors for 13 years.    

The most common mistake that companies tend to commit in marketing is that they often forget that customers are people too. They keep talking about their brand, their products, all while losing real connection with potential and existing clients. Today's guest, Ben Worthen joins us today to talk about why we need to remember that customers are people too. Ben is the CEO of Message Lab and he is an ultimate gun at content marketing. He talks about how you can use your brand to relate with customers instead of just promoting yourself and putting yourself out there. Your customer is just like you and they need you to listen to them too. So, if you're eager to change your marketing strategy with this easy mindset shift, go ahead and press that play button! Resource Links: Visit Ben's website at https://messagelab.com/ Breakthrough Advertising by Eugene Schwartz (https://amzn.to/3l0UlKu) Your Social Voice Website (https://www.yoursocialvoice.com.au/) Become the Mogul of your industry (https://www.mogulcall.com) Join our Mogul Mastermind (https://www.mogulmastermind.com.au/) What we discussed in this episode: Introduction [0:00] Ben talks about what they do at Message Lab [1:27] Dealing with customers outside of work [4:38] How Ben answers the client's question “how is this strategy going to increase our sales?” [7:38] Ben explains Message Lab's promise of delivery [8:06] Measuring the customers' response [9:48] When is the best time for a client to approach a company like Message Lab? [15:13] How new technologies, such as Facebook's Meta, affect the way content is distributed [19:36] Making your brand the signal in a noisy online world [21:32] About Ben Worthen: Ben Worthen is the CEO of Message Lab. He has spent the last several years combining journalism, data and design to help organisations create content that resonates with real people. In 2007, he joined The Wall Street Journal, where he covered the tech industry and wrote more than 50 Page One stories. Before Message Lab, Ben was editor-in-chief at Ready State and head of content at Sequoia Capital. Thanks for checking out today's episode! Be sure to tune in for the next one, subscribe, and share this podcast. See omnystudio.com/listener for privacy information.

Customers can order coffee without even taking out their wallet at the latest Starbucks location. But what does that say about the future of the cashier position?

00:00 Product Opportunity Explorer00:19 Browsing Product Opportunity Explorer01:59 What kind of search terms people are using03:40 Alternative to Blackbox with Helium10Learn about explorer: https://sellercentral.amazon.com/help/hub/reference/NJ4YRTXWLMBY38U?ref=efph_NJ4YRTXWLMBY38U_cont_G2&Opportunity ExplorerOpportunity Explorer is a tool to explore customer demand for new product ideas. To access this tool, go to Opportunity Explorer or navigate in the Menu to Growth Product Opportunity Explorer.Note: Opportunity Explorer is currently in limited release in US and Germany, and will release more broadly in US and Europe through 2021 and 2022. If you do not have access yet and are interested, contact us. Refer to the FAQ on this page to determine if you need to request access or configure User Permissions.Opportunity Explorer allows you to understand Amazon customer search and purchasing behavior to evaluate if there is unmet customer demand and an opportunity for you to meet that demand through new products. You can explore up-to-date and accurate data on customer needs and the current selection on Amazon. Customer needs and selection are bundled together into niches. Each niche has a unique set of characteristics, which determine the economic potential for new products in the niche. To find your new niche, you can enter search terms, or browse the store taxonomy, as a customer would. Summary data is included in the search results to help you compare related niches of different sizes. Each niche has a detail page where you can view additional tabs of data including current products, top search terms, and statistics about the launch potential for new products.What is a niche?A niche is a collection of customer search terms and products representing a customer's need. Customers demonstrate their purchase needs when they enter search terms on the store. Amazon combines these search terms into clusters based on the products that customers view or purchase. Search terms and products can meet more than one customer need and can be in multiple niches.How is niche data constructed?Niches include the top related Amazon customer search terms and the top related clicked or purchased products. The number of search terms displayed is currently capped based on which search terms have the greatest search volume. Likewise, products in a niche are limited to those receiving the majority of the clicks and purchases from the search terms shown.Use the following glossary to better understand the data presented to you in Opportunity Explorer:Search Results page: The resulting page after searching, browsing, or filtering for niches, The results page shows summary metrics for each of the returned niches.Term Definition ExampleCustomer Need Similar products that meet a customer's need are called a "niche". The name of the niche is defined as the top-ranked search term, by the search volume. Shark cordless vacuumTop Search Terms Additional search terms that customers entered for the customer need of this niche. Elderberry Gummies, Elderberry for Adults, Elderberry 1000mgSearch Volume (Past 360 days) The total number of times customers entered any of the search terms in this niche on Amazon in the past 360 days. 3,600Search Volume Growth (Past 360 days) Across all of the search terms shown in this niche, the percentage change in search term volume in the past year (0-360 days), compared to the volume from the previous year (360-720 days). 321.98%Search Volume (Past 90 days) The total number of times customers entered any of the search terms in this niche on Amazon in the past 90 days. 3,600Support the show (https://www.paypal.com/paypalme/myamazonguy)

Was Facebook ever really performing as well as we thought - or was our attribution model just wrong? A post-purchase survey will tell you where people are actually hearing about your brand.  If you're spending money on Facebook you know it's incredibly hard to figure out where your customers are coming from. Matt Bahr, CEO of Enquire Labs, has a way to help you better track attribution with a post-purchase survey.  I stumbled across Enquire a couple of years ago and thought they were super interesting because their simple survey really helped us figure out what was effective marketing and what was not. In this episode, we talk all about what they're doing and how they've helped brands figure out attribution in the midst of the chaos of iOS changes.  It's an excellent episode and you'll get a lot of interesting tips for running successful marketing.  Episode Highlights: 3:58 Matt's timing of building a post-purchase survey app  6:31 How Enquire came to be  10:22 Where brand's think sales are coming from vs where the sales are actually coming from 12:50 The power of word of mouth  14:51 Thinking about attribution using post-purchase surveys  18:00 A better way to get questions answered by customers  21:10 Comparing quantitative and qualitative data  21:38 What smaller brands can learn from the bigger brands  24:57 Higher AOV: is it harder to track?  Resources: Enquire Labs @mattrbahr on Twitter Enquire Post Purchase Survey App on Shopify  Brand Growth Membership  @a_brawn on Twitter Review or subscribe on iTunes

If marketing is a struggle in your business, it might be time for you to approach it differently. In this episode of Being Boss, Emily interviews guest Mike Michalowicz, an entrepreneurial strategist and author of the new book, Get Different: Marketing That Can't Be Ignored. They discuss why marketing is important to a business, how to stand out in a sea of competitors, and why your marketing should be different from common norms. You'll learn the three key elements in Mike's new book, and how to start positioning yourself as the expert in your creative business.Get full shownotes for this episode here >>—Listen to more Being Boss shows on our website, on Apple Podcasts, or wherever you listen to podcasts.Follow Being Boss on Instagram: @beingbossclubJoin the Being Boss Community: beingboss.club/community

Bryan & Brett are back taking calls and trick shooting you into a new diet and union. // Bryan got kratom in his ear and lost money gambling on football //Bryan tried cheating the karmic system by betting against his favorite team // Looking for help on "Get Motivated"- Send Bryan your favorite/most hated Keith Ablow // Brett is in a better mood and he got tickets to the Indy 500 next year // Stores already preparing for black friday // Brett's Bargains galore experience // Getting treated better with a black eye // 1st Caller - Lucas from Connecticut // Working as a part time organizer for a union who is trying to unionize a home healthcare agency // Company signed a neutrality agreement because they believe the organizers won't be successful because many of their workers do not speak english // Bryan and Brett's way of threatening people with guns to make them join unions // Trick shooting ideas // Favorite sports team is Dude Perfect // Christian nitro circus or jackass for youth groups // Calling the cops on the cops // 2nd Caller - Walt from Rapid City, South Dakota // Sharing his story on how he recently got fired // Kendo sticks to beat each other on stage // Pay Street Fight $5 to beat you // Don't touch your ass with a saw zaw // Street Fight on satellite radio // If someone paid us 100,000 we would hurt each other on air // How to lose something that weighs a ton // B2 is cool looking like a Honda sports car // The reason Bryan never got his pilot license // // B2 bomb mount Rushmore // The library should teach you how to fly planes // Let's congest the sky with average americans // Drone hats to make humans fly // Powered parachutes for Christmas // 3rd Caller- @Laborlifts who is a personal trainer // Calling in to talk shit about working for LA fitness // Customers pay 50 dollars an hour for personal training and the trainer only makes $8 // Bryan's 2 week notice philosophy // Working on sales making less than minimum wage // How a trainer is as a salesman // Bryan is a floppy person who doesn't stretch but he wants crab walk and Crippa in his wrestling singlet // // Bryan is off the mellos and on hostess mini cinnamon bundt cakes // Keeblers soft batch cookies changed his future // The illusive Mrs. Freshley German chocolate cake // 4th caller Goblin who previously walked the Appalachian trail. // Took an odd job working in costume as The Grinch at the zoo for 20 dollars a night // Working with kids can make you happy as long as you don't get beat up // Not being able to see out of the costume // 2 categories of the worst adults // Conservative adults and children in adults body // Frenching the Grinch // The zoo doesn't pay shit // Planning the next walk // Starting in Charleston, South Carolina and then going up to North Carolina through the mountains on the Goblin trail // Follow Goblin on IG - @morninhays 5th Caller - Ezriah (Sorry If I spelled your name wrong) from Columbus // A story about working at UPS while transitioning // Chastised for wearing leggings and a crop top // Coming out and telling your boss your pronouns // Imposter Syndrome // Being who you want to be to new people // 6th Caller - George from Middletown Ohio. // Calling into help Bryan with his shoelace problems and giving him solid advice on footwear issues // Street Fight Mail - P.O Box 82306 Columbus, OH 43202 Street Fight Radio Call In Show - (614) 655-388

Today on the Tech Bytes podcast we're diving into SASE, which provides firewalling, Web filtering, and more as a cloud-delivered service. Sponsor Palo Alto Networks is here to make that case that how the service is architected matters, and how Palo Alto integrates SD-WAN and digital experience management into the service. The post Tech Bytes: Why Customers Should Care About SASE Architecture (Sponsored) appeared first on Packet Pushers.

Today on the Tech Bytes podcast we're diving into SASE, which provides firewalling, Web filtering, and more as a cloud-delivered service. Sponsor Palo Alto Networks is here to make that case that how the service is architected matters, and how Palo Alto integrates SD-WAN and digital experience management into the service. The post Tech Bytes: Why Customers Should Care About SASE Architecture (Sponsored) appeared first on Packet Pushers.

Papa Murphy´s franchise is a retail food outlet currently featuring take and bake pizza, salads, desserts, and other related products. Papa Murphy's experience is different from traditional pizza restaurants. Customers create a personalized pizza, take the pizza home, and bake their pizza at home. You can learn more here: https://www.vettedbiz.com/papa-murphy/ Here is some information you should investigate further if you are considering this franchise: https://www.vettedbiz.com/listing/papa-murphys/ #PapaMurphyFranchise #TakeNBakePizza #VettedBiz If you are looking for more information, you can connect with us through our networks: https://www.vettedbiz.com/ https://www.linkedin.com/company/vettedbiz/ https://www.facebook.com/vettedbiz

Today Caleb interviews Chris Noone from SiteOne. They discuss how technology is moving the hardscape and landscape industry forward and how SiteOne is adapting to help contractors succeed.   https://www.TheHardscapeAcademy.com Auman Landscape on YouTube www.thehardscapeacademy.com/linktree  @aumanlandscapellc www.companycam.com/kcpodcast 14 days FREE and 50% off first 2 months LMN Software Code: AUMAN25 Latux Diamond Blades: AUMAN   NDS Drainage Certification FREE: www.lawntrapreneuracademy.com  Mailing Address: Caleb Auman PO Box 203  

Are your customers so close to purchasing your product or service, but mysteriously don't buy and you wonder why? In the next 30 minutes, you're getting a private coaching session from my guest Loran Nordgren, who analyzes businesses and figures out the exact reasons why customers don't hand you their hard-earned money. After this interview, you'll know what your customers really want and how to get them to buy from you, right now!   Pre-order Derrick's new book Good Money Revolution now! https://amzn.to/3D5mO8Y   Follow Derrick on Instagram for daily money tips! https://www.instagram.com/derricktkinney/

You don't just hire people to do some work if you want to grow fast. You need buy-in from employees that is deeper than just the trade of time for money. Today's guest is Daniel Catullo, Chief Customer Officer and Co-founder at Perishable Shipping Solutions. Inc Magazine ranked his company #177 on the 2021 Inc 5000 list. Perishable Shipping Solutions provides temperature-controlled e-commerce order fulfillment services for foods and beverages. Daniel gives you the strategies of getting buy-in from employees. We talk about the importance of this idea. Daniel has proven that buy-in from employees is a considerable part of company growth. Get the show notes for Get Full Buy-in from Employees to Serve Your Customers with Daniel Catullo at Perishable Shipping Solutions Click to Tweet: Listening to a fantastic episode on Growth Think Tank featuring #DanielCatullo with your host @GeneHammett https://bit.ly/gttDanielCatullo #BuyinFromEmployees #GeneHammettPodcast #GHepisode815 #GTTepisodes #Podcasts #Inc2021 #FulfillmentServices Give Growth Think Tank a review on iTunes!