Podcasts about customers

This episode is brought to you by Samuel Adams.  https://www.samueladams.com/cheers-to-250   https://fanaticsmarkets.onelink.me/3MFw?pid=jomboy&af_dp=fanmarkets%3A%2F%2Fhomepage&af_channel=partnerships&c=jomboy_fmx&af_ad=youtube&af_web_dp=https%3A%2F%2Ffanaticsmarkets.com%2F%3Fpid%3Djomboy%26c%3Djomboy_fmx%26af_ad%3Dyoutube%26utm_source%3Djomboy%26utm_medium%3Dreferral%26utm_campaign%3Djomboy_fmx%26utm_content%3Dyoutube Come join us in Philly! - https://shop.jomboymedia.com/products/all-star-party-philadelphia?_pos=1&_sid=4b05bf2fa&_ss=r&variant=45899062345926 Go to http://shadyrays.com  and use code TALKIN50 for 50% off 2+ pairs of polarized sunglasses.       Coach Trev and Talkin' Jake talk about how much the American League is just full of stinkers, Josh Naylor starting stuff with his old team, What the Cubs taking two from Brewers means, Phillies climbing fast on Braves and more!   Event contracts carry risk of total loss and changing prices. Not good  for all investors. Not available in all states. Must be 21+. See Important Disclosures in Fanatics Markets app. Customers are introduced to Crypto.com by Paragon Global Markets, LLC, d/b/a Fanatics Markets IB, an Introducing Broker registered with the CFTC and a Member of the NFA.   Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

You think you're building a company that's ready for investment or acquisition. Your revenue is growing. Customers are happy. The future looks promising. But what if the very things you're overlooking are quietly destroying your valuation?   In this episode of WholeCEO with Lisa G., Lisa sits down with operator and transformation expert Mark Sims to reveal the hidden factors that separate companies that command premium valuations from those that struggle to get deals across the finish line.   You'll discover: ·        Why founders often misunderstand what buyers are truly evaluating. ·        The subtle warning signs that a deal is beginning to unravel during diligence. ·        The operational weaknesses that create concern even when growth looks impressive. ·        How technology debt and outdated systems can significantly impact enterprise value. ·        What successful post-acquisition integrations have in common—and why others fail. ·        The first areas Mark would audit if a company plans to exit within the next three years. ·        The risks leadership teams unintentionally create without realizing it. ·        Why AI is rapidly becoming part of the diligence conversation and changing buyer expectations. ·        The one thing founders should stop obsessing over and the one thing they should prioritize to maximize value. ·        The advice Mark repeatedly gives CEOs preparing for growth, investment, or a future exit.   This isn't just a conversation about selling a company. It's a masterclass on building an organization that is operationally strong, scalable, and attractive to investors long before a deal is on the table.

Go to http://shadyrays.com  and use code TALKIN50 for 50% off 2+ pairs of polarized sunglasses. https://fanaticsmarkets.onelink.me/3MFw?pid=jomboy&af_dp=fanmarkets%3A%2F%2Fhomepage&af_channel=partnerships&c=jomboy_fmx&af_ad=youtube&af_web_dp=https%3A%2F%2Ffanaticsmarkets.com%2F%3Fpid%3Djomboy%26c%3Djomboy_fmx%26af_ad%3Dyoutube%26utm_source%3Djomboy%26utm_medium%3Dreferral%26utm_campaign%3Djomboy_fmx%26utm_content%3Dyoutube Use our code for 10% off your next set of MLB tickets on SeatGeek*: https://seatgeek.onelink.me/RrnK/TALKIN2026. Sponsored by SeatGeek. *Restrictions apply. Max $20 discount Rent with National Car Rental and arrive at the game like a winner. Visit https://www.nationalcar.com today Xfinity, get it now https://www.xfinity.com/learn/deals/offers   Coach Trev and Talkin' Jake discuss the Mets starting to clean house by firing Carlos Mendoza, the Braves and Phillies heading in opposite directions, more Brewers devil magic, Ohtani vs Dalton Rushing and more!   Event contracts carry risk of total loss and changing prices. Not good  for all investors. Not available in all states. Must be 21+. See Important Disclosures in Fanatics Markets app. Customers are introduced to Crypto.com by Paragon Global Markets, LLC, d/b/a Fanatics Markets IB, an Introducing Broker registered with the CFTC and a Member of the NFA.   Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Listen and subscribe to Money Making Conversations on iHeartRadio, Apple Podcasts, Spotify, www.moneymakingconversations.com/subscribe/ or wherever you listen to podcasts. New Money Making Conversations episodes drop daily. I want to alert you, so you don’t miss out on expert analysis and insider perspectives from my guests who provide tips that can help you uplift the community, improve your financial planning, motivation, or advice on how to be a successful entrepreneur. Keep winning! Two-time Emmy and Three-time NAACP Image Award-winning, television Executive Producer Rushion McDonald interviewed Ric Ross.

Listen and subscribe to Money Making Conversations on iHeartRadio, Apple Podcasts, Spotify, www.moneymakingconversations.com/subscribe/ or wherever you listen to podcasts. New Money Making Conversations episodes drop daily. I want to alert you, so you don’t miss out on expert analysis and insider perspectives from my guests who provide tips that can help you uplift the community, improve your financial planning, motivation, or advice on how to be a successful entrepreneur. Keep winning! Two-time Emmy and Three-time NAACP Image Award-winning, television Executive Producer Rushion McDonald interviewed Ric Ross.

Listen and subscribe to Money Making Conversations on iHeartRadio, Apple Podcasts, Spotify, www.moneymakingconversations.com/subscribe/ or wherever you listen to podcasts. New Money Making Conversations episodes drop daily. I want to alert you, so you don’t miss out on expert analysis and insider perspectives from my guests who provide tips that can help you uplift the community, improve your financial planning, motivation, or advice on how to be a successful entrepreneur. Keep winning! Two-time Emmy and Three-time NAACP Image Award-winning, television Executive Producer Rushion McDonald interviewed Ric Ross.

Sometimes we hope against hope that we can eventually win the customer over to that one flavor, those later hours of your cafe,  or the new menu item that the internet said was a sure-fire winner. Whether it is our own pride or some other reason, we can hang on to things a bit too long and damage our business in the process.  Today on Shift Break we will be talking about the signals your customers are sending you regarding your coffee shops hours, menu etc and how we can get the hint, get over our stubbornness, and free ourselves to make discussions informed from the conversation we have with our community.    Sign up for 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 OR... book a free call now to talk about working together https://calendly.com/chrisdeferio/30min    Related episodes: The Conversational Reality of Your Business : Thought on how to approach creative projects in the new year SHIFT BREAK: Embracing Problems as Blessings 227 : Connecting with Hearts and Minds SHIFT BREAK: Make Customer Feedback a Priority Feedback Culture : Making feedback a part of what you do not just something you sometimes do

Send us Fan MailWhat happens when a customer's heater fails... and the replacement part simply doesn't exist anywhere in the country?This week, Steve and Wayne dive into the realities of modern pool service, where solving problems often has less to do with technical skill and more to do with navigating manufacturers, distributors, supply chains, and customer expectations. From chasing down an elusive electric heater control board to discussing how relationships with manufacturer representatives can make—or break—a difficult service call, the conversation offers an honest look at the behind-the-scenes challenges pool professionals face every day.Later in the episode, Steve is joined by Pat Grignon of the California Pool Association for another Insurance Interlude. Together they tackle an important question that many commercial service companies eventually encounter:Can another company legally operate under your commercial pool license?The discussion explores liability, insurance implications, contractor licensing, and why helping another business could expose your own company to significant legal risk if done improperly.The episode wraps with a candid conversation about distributor relationships, manufacturer voucher programs, pricing pressures, and why customer service—not loyalty programs—ultimately determines where professionals choose to spend their money.Topics Discussed Why sourcing replacement parts has become increasingly difficult  A real-world case involving a commercial 54 kW electric pool heater  Supply chain challenges affecting manufacturers and distributors  Why maintaining relationships with manufacturer representatives matters  When repairing equipment no longer makes financial sense  Commercial pool licensing requirements in California  Can another company legally use your license?  Insurance and liability considerations when lending credentials  Additional insured requirements and subcontractor risk  Distributor pricing, voucher programs, and customer loyalty  How manufacturer-distributor conflicts affect service companies  Why great customer service is still the industry's greatest competitive advantage Key Takeaways Not every equipment failure is a technical problem—sometimes it's a supply chain problem.  Strong relationships with manufacturers and distributors often determine how quickly difficult problems get resolved.  Allowing another company to operate under your license can create significant legal and insurance exposure.  Before entering any licensing or subcontracting arrangement, consult both your insurance professional and legal advisor.  Customers ultimately buy service, responsiveness, and trust—not brand names. Connect With Talking PoolsHave a question or topic you'd like discussed on the show?Email: talkingpools@gmail.comYour question could be featured on an upcoming episode, and if your topic is used, you might even receive a Talking Pools thank-you gift.Talking Pools Podcast Where pool professionals talk to pool professionals—bringing together education, chemistry, business, technology, and the real-world challenges facing today's aquatic industry Support the showThank you so much for listening! You can find us on social media:FacebookInstagramTik TokEmail us: talkingpools@gmail.com

What if your customers like your software, but don't have the time to use it? Farzad Rashidi learned this the hard way. Back in college, he cold emailed the founder of Visme, offered to work for free, and eventually became the company's first marketing hire. He helped grow the bootstrapped platform to eight figures and learned one major lesson along the way: backlinks could drive serious organic growth, but the outreach process was painfully time-consuming. That insight eventually led him to co-found Respona, an outreach platform built to make the process easier. At first, the software gained traction. But over time, Farzad and his team ran into a frustrating problem. Customers did not leave because the product was bad. They left because they did not have the bandwidth to actually use it. In this episode of The Rising Tide Startups, Farzad shares how one conversation with an Australian client helped them rethink the entire business. That moment pushed Responda from DIY software into a productized service, and helped unlock 5x revenue growth in just twelve months. Key Takeaways: Action Produces Information. Taking any step forward yields the critical data points required to make the right move. Focus on Outcomes. Customers care about tangible results and deliverables, not just being handed a toolset they have to manage themselves. Build a Surround Sound Strategy. Modern AI search visibility requires replicating citations across authoritative lookalike publications. Position Yourself to Get Lucky. Proactive, direct initiative throws enough spaghetti at the wall until something sticks. Productize Your Services. Scale manual workflows by turning human operations into a standardized, predictable assembly line. Lower the Bar to Execution. With minimal technical overhead required today, launching an early project beats staying trapped in the idea stage. Seize Exponential Shifts. Capitalizing on moments when technology and user behaviors fundamentally change creates an immediate competitive edge.   Listen to the full conversation here: YouTube: https://www.youtube.com/@risingtidestartups  Apple Podcast: https://podcasts.apple.com/us/podcast/rising-tide-startups/id1330525474  Spotify: https://open.spotify.com/show/2eq7unl70TRPsBhjLEsNZR  Connect with Farzad: LinkedIn: https://www.linkedin.com/in/farzadrashidi/ Website: https://respona.com/ Closing Thought If you haven't started yet, that first project's goal is just to give you the data point to know what to do next. And so if you're going with that mindset of not being afraid of losing... what do you have to lose is a few hours of your time. — Farzad Rashidi Shoutout to our Great Sponsors:  Naviqus Virtual Services - Hassle-free administrative support services that are efficient, affordable, and tailored to your needs. Check out https://naviqus.com now to jumpstart your business for 2026! Podbrand Media - Have you ever considered starting your own podcast for your company or brand?  Podbrandmedia.com can help.  Affordable and effective in content creation and lead generation!

Intuit's Q3 fiscal 2026 earnings call was packed with numbers, and with her co-hosts sitting this one out, Alicia goes through them one by one to explain what each actually signals for bookkeepers, accountants, and QuickBooks users. She breaks down the strength of QuickBooks Online and mid-market growth, the slowdown in Desktop and Mailchimp, AI already running at scale, the shift toward assisted tax, and what the August pricing and packaging changes mean for your clients. She also steps off-script to share why she thinks Intuit raised prices before users were ready, and previews the deeper episodes coming on pricing and the ProPartner program.Sponsors:Aqqrue - http://uqb.promo/aqqrueSTR Search - http://uqb.promo/str(00:00) - Welcome and Setup (01:25) - How to Read Earnings (02:49) - Companywide Results (05:09) - QuickBooks Segment Growth (08:15) - QBO Plans and Pricing (09:33) - Services Payments Payroll (12:14) - Desktop and Migration (13:18) - Mid Market Enterprise Push (15:02) - Mailchimp Reality Check (16:53) - AI at Scale (17:40) - August Pricing Shakeup (23:07) - Accountants as Customers (24:51) - Workforce Cuts and Margins (26:41) - TurboTax Trends (30:43) - Credit Karma Monetization (34:13) - Pro Tax and Wrap Up (35:58) - Training Course and Goodbye LINKSJuly 21 through October 8: HANDS-ON QUICKBOOKS TRAINING COURSE, http://royl.ws/HOT2026?affiliate=5393907Alicia's book on Amazon: http://royl.ws/conversion-bookWe want to hear from you!Send your questions and comments to us at unofficialquickbookspodcast@gmail.com.Join our LinkedIn community at https://www.linkedin.com/groups/14630719/Visit our YouTube Channel at https://www.youtube.com/@UnofficialQBOPodcastSign up to Earmark to earn free CPE for listening to this podcasthttps://www.earmark.app/onboarding 

Watch the show on television by downloading the e360tv channel app to your Roku, LG or AmazonFireTV. You can also see it on YouTube.Devin: What is your superpower?Deepti: The ability to rise after setbacks and turn challenges into opportunities.Billions of toothpaste tubes end up in landfills every year, creating an environmental burden that's hard to ignore. Recognizing this, Deepti Brambl, Founder of Kaylaan, developed an innovative alternative: toothpaste tablets. The eco-friendly product eliminates the need for plastic packaging while providing a healthier, more sustainable oral care solution.“Toothpaste tablets are not a new concept,” Deepti explained in today's episode, “but for me, it was important to come up with a solution that is not just plastic-friendly but also chemical-free. All of our products are natural, which ties back to how I was raised.”Kaylaan has also expanded into mouthwash tablets and patented bamboo electric toothbrushes, solidifying their commitment to green innovation. The toothbrushes, with recycled plastic handles to combat mold growth, are fully compostable striking the balance between sustainability and practicality.This eco-conscious ethos stems from Deepti's Nepalese heritage, where everything was reused. After moving to the U.S., she was struck by the plastic waste culture and wanted to create an alternative that redefined oral care. She started small, testing products on Etsy. Her toothpaste tablets stood out, quickly becoming a bestseller thanks to community feedback.The company's community-centered approach is evident in the evolution of their product line, including fluoride-based formulas, strawberry- and watermelon-flavored tablets for kids, and neem-based tablets. Customers' input continues to shape Kaylaan's innovations: “Whoever came to us with requests, we worked on it,” Deepti noted.In just a few years, Kaylaan has earned B Corp certification twice, reflecting its strong commitment to sustainability. Revenue from crowdfunding has been instrumental in scaling operations. Deepti highlighted how funds from a $45,000 raise helped move the company into a new facility, upgrade machines, and achieve compliance with FDA and GMP protocols.Currently, Kaylaan is raising capital through regulated investment crowdfunding on Honeycomb Credit. This presents an exciting opportunity for sustainability-minded investors to support Deepti's vision of redefining oral care.Deepti's journey exemplifies the power of mission-driven innovation. By tackling environmental challenges head-on, Kaylaan is demonstrating how purpose and profitability can coexist in harmony.tl;dr:Kaylaan develops eco-friendly toothpaste tablets to reduce waste and promote sustainable dental care.Deepti Brambl draws inspiration from her Nepalese heritage to drive innovation at Kaylaan.Crowdfunding on Honeycomb Credit has empowered Kaylaan to scale operations and achieve regulatory compliance.Customer feedback has shaped Kaylaan's diverse products, including fluoride-based and neem-flavored options.Deepti's resilience and passion for sustainability have propelled Kaylaan's mission to new heights.How to Develop Resilience As a SuperpowerDeepti's superpower is resilience—the ability to rise after setbacks and turn challenges into opportunities. She explained, “You fall as many times as possible, because that's where real creativity, real strength, and real learning happen.” Her perseverance fuels Kaylaan, as Deepti embraces obstacles as steppingstones for growth, strength, and creativity.Deepti vividly recounted the 10-hour ordeal of relocating a 5,000-pound tablet-press machine to a new manufacturing facility. After renting a forklift that couldn't manage the task, she worked with a team of local professionals to resolve the situation. Despite setbacks, her persistence resulted in more efficient production and significant quality improvements for Kaylaan's products.Tips to Develop Resilience:View challenges as opportunities for creativity and growth.Accept failure as part of learning and keep moving forward.Build strong community and business relationships for support during tough circumstances.Prioritize preparation upfront to avoid costly mistakes later.Embrace the idea that obstacles are a pathway to innovation and strength.By following Deepti's example and advice, you can make resilience a skill. With practice and effort, you could make it a superpower that enables you to do more good in the world.Remember, however, that research into success suggests that building on your own superpowers is more important than creating new ones or overcoming weaknesses. You do you!Guest ProfileDeepti Brambl (she/her):Founder, KaylaanAbout Kaylaan: We make oral care better for people and the planet. Our toothpaste tablets eliminate plastic tube waste, reduce water consumption, and deliver clinically effective results — proof that a daily habit as simple as brushing your teeth can be part of a more sustainable world.Website: kaylaan.comCompany Facebook Page: facebook.com/kaylaantoothpasteCompany Twitter Handle: @KaylaanTabsInstagram Handle: @kaylaantoothpasteOther URL: invest.honeycombcredit.com/campaigns/Kaylaan-2Biographical Information: Deepti Brambl, originally from the Himalayas, is the founder and lead engineer behind Kaylaan, a B Corp‑certified sustainable oral care company based in New York. Deepti has been featured in publications like Happi Magazine, Long Island Press, CanvasRebel, and on the “Founders, Unfiltered” podcast. On the Happi Podcast, she discussed Kaylaan's innovative approach to oral care and eco-packaging, positioning the brand at the intersection of sustainability and consumer convenience.LinkedIn Profile: linkedin.com/in/deeptibramblSupport Our SponsorsOur generous sponsors make our work possible, serving impact investors, social entrepreneurs, community builders and diverse founders. Today's advertisers include Fureelz, High Desert Gear, and Climatize. Learn more about advertising with us here.Max-Impact Members(We're grateful for every one of these community champions who make this work possible.)Brian Christie, Brainsy | Cameron Neil, Lend For Good | Carol Fineagan, Independent Consultant | Hiten Sonpal, RISE Robotics | John Berlet, CORE Tax Deeds, LLC. | Justin Starbird, The Aebli Group | Lory Moore, Lory Moore Law | Marcia Brinton, High Desert Gear | Mark Grimes, Networked Enterprise Development | Matthew Mead, Hempitecture | Michael Pratt, Qnetic | Mike Babbit | Coledger Solutions | Mike Green, Envirosult | Nick Degnan, Unlimit Ventures | Dr. Nicole Paulk, Siren Biotechnology | Paul Lovejoy, Stakeholder Enterprise | Pearl Wright, Global Changemaker | Scott Thorpe, Philanthropist | Sharon Samjitsingh, Health Care Originals | Add Your Name HereUpcoming SuperCrowd Event CalendarIf a location is not noted, the events below are virtual.How to Score the Economic Health of Your Community: On Friday, June 26th at 9:00 AM Pacific Time, we'll share a recording of a brilliant webinar led by Michael Shuman, publisher of the Main Street Journal, hosted by Jen Risley of AMIBA. You can watch it when it plays on SuperCrowd.tv. Download and install the app to your Roku or Amazon Fire TV device in advance!Join the SuperCrowd Impact League! You can be recognized for making impact investments via Reg CF. See how your activity compares to your peers. It's free. Win valuable prizes. Start now!SuperCrowd Impact Member Networking Session: Impact (and, of course, Max-Impact) Members of the SuperCrowd are invited to a private networking session on July 14th at 8:00 PM ET/5:00 PM PT. Mark your calendar. We'll send private emails to Impact Members with registration details. Upgrade to Impact Membership today!SuperCrowdHour, July 15, 2026, at 12:00 PM Eastern. Devin Thorpe, CEO and Founder of The Super Crowd, Inc., will lead a session on “How to Make a Splash With Your Campaign Launch.” Drawing on his extensive experience helping entrepreneurs and impact-driven founders succeed in investment crowdfunding, Devin will share proven strategies for creating momentum and attracting attention when launching a crowdfunding campaign. In this session, he'll explore how founders can prepare for a successful launch, build excitement before going live, engage their networks effectively, and generate the early traction that often determines long-term campaign success. Attendees will learn practical tactics for storytelling, outreach, media engagement, and community building, along with common mistakes that can limit visibility and investor interest. Whether you're preparing for your first crowdfunding raise or looking to improve the performance of a future campaign, this SuperCrowdHour will provide actionable insights to help you launch with confidence and maximize your campaign's impact from day one. Register now!SuperCrowd26 featuring PurposeBuilt100™: This August 25–27, founders, investors, and ecosystem leaders will gather for a three-day, broadcast-quality global experience focused on disciplined capital formation, regulated investment crowdfunding, and purpose-driven growth. We're bringing together leading voices in impact investing, compliance, digital marketing, and circular economy innovation to deliver practical frameworks, real-world case studies, and actionable strategies. The event culminates in the PurposeBuilt100™ Showcase, recognizing 100 of the fastest-growing purpose-driven companies in the U.S. Register now to secure your seat and get all the details. August 25–27, streaming worldwide.Share the application for the PurposeBuilt100™: Purpose-driven founders deserve recognition. The PurposeBuilt100™ application window is now open—celebrating the fastest-growing companies building profit with purpose. If you know a founder creating real impact and real growth, please share this opportunity. Applications are free and confidential. Explore the program and apply today: PurposeBuilt100.com.Community Event CalendarSuccessful Funding with Karl Dakin, Tuesdays at 10:00 AM ET - Click on Events.Register Now! October 20th and 21st will be the Crowdfunding Professional Association Regulated Investment Crowdfunding Summit for 2026. This is the event of the year for everyone in the crowdfunding ecosystem.If you would like to submit an event for us to share with the 10,000+ changemakers, investors and entrepreneurs who are members of the SuperCrowd, click here.Manage the volume of emails you receive from us by clicking here.We share educational information—not investment advice. Some links may generate compensation. See our full disclosure.We use AI to help us write compelling recaps of each episode. Get full access to Superpowers for Good at www.superpowers4good.com/subscribe

Text “JOMBOY” to 29017 to get 15% off your next in-store headwear or apparel purchase at Lids! Check out more Swilly here! https://www.instagram.com/swillysports/reels/ Book your next trip at https://www.bestwestern.com Start your free online visit today at https://Hims.com/talkin for your personalized ED treatment options. https://fanaticsmarkets.onelink.me/3MFw?pid=jomboy&af_dp=fanmarkets%3A%2F%2Fhomepage&af_channel=partnerships&c=jomboy_fmx&af_ad=youtube&af_web_dp=https%3A%2F%2Ffanaticsmarkets.com%2F%3Fpid%3Djomboy%26c%3Djomboy_fmx%26af_ad%3Dyoutube%26utm_source%3Djomboy%26utm_medium%3Dreferral%26utm_campaign%3Djomboy_fmx%26utm_content%3Dyoutube   Coach Trev and Talkin' Jake go over their mid-season power rankings! Do you agree or disagree with where your team is ranked?   Event contracts carry risk of total loss and changing prices. Not good  for all investors. Not available in all states. Must be 21+. See Important Disclosures in Fanatics Markets app. Customers are introduced to Crypto.com by Paragon Global Markets, LLC, d/b/a Fanatics Markets IB, an Introducing Broker registered with the CFTC and a Member of the NFA.   Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

No one celebrates a new ERP. No champagne. Just groans.Jean de Villiers, Chief Customer Officer at Unit4, wants to flip that script.Jean shares they have kept customers for 20+ years in an industry built on dread. Secret? He runs customer success like a business, not a cost center. He cut the safe middle option. He's betting big on AI agents. And he trains his whole team to have the uncomfortable conversations most people avoid.In this episode of Unchurned, Jean sits down with host Josh Schachter to unpack the playbook: why 45% of what customers pay for goes unused, how high-touch service drives a 50-point gap in customer promotion, and what it really takes to make people love the software they're supposed to hate.Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com---What You'll Learn- Why Unit4 runs CS as a profit center, not a cost- How to hit 30% contribution margin to EBITDA in post-sales- Why Unit4 cut mid-touch and kept only high and digital- Packaging every service into a self-serve catalog- Building an agentic digital CSM that feels high-touch- The 50-point NPS gap between high-touch and self-serve- Why 45% consumption is ERP's dirty secret- Training non-sellers on the Challenger Sale method- How AI plus human domain expertise wins together---Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.---Timestamps0:00 - Preview and Introduction1:44 - Meet Jean de Villiers 2:45 - What Unit4 does and its four verticals4:32 - Customers who stay 20+ years6:32 - The org structure of post-sales7:32 - Running CS as a profit center under PE8:50 - Why they cut mid-touch9:45 - Packaging services into a catalog12:20 - The agentic digital CSM vision13:53 - Success For You: the high-touch subscription18:12 - Sunsetting on-prem product, migrating to cloud & Ava21:50 - The 45% consumption problem23:57 - The 50-point NPS difference25:30 - Challenger Sale training for everyone31:40 - Wrap-up---Where to Find the GuestJean de Villiers (Unit4): https://www.linkedin.com/in/jeandevilliers/---Where to Find Josh:LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

Customer service leaders are under increasing pressure to use AI and automate more of the customer experience.But how do you know what should be automated—and what should stay human?It turns out, automation for automation's sake isn't your goal. Creating a better customer experience is.In this episode, I sit down with customer service expert, trainer, and author Jeff Toister to discuss his latest book, Human Service: The Skills AI Can't Replace.We explore where AI can improve the customer experience, where it often falls short, and why the organizations that win won't be the ones that automate everything—they'll be the ones that know when human service matters most.What You'll LearnWhy customers don't mind AI when it works—but hate it when it doesn'tJeff's simple framework for deciding what should and shouldn't be automatedThe three human service skills AI can't replaceWhy connection still matters in a world filled with automationHow understanding a customer's true needs leads to better outcomesThe critical role advocacy plays in creating better customer experiencesWhat Chick-fil-A gets right about balancing technology and hospitalityHow AI can amplify both great and terrible customer experiencesThe iceberg exercise that helps uncover hidden customer experience problemsChapters00:00 Introduction to Human-Centric AI05:07 Customers' Biggest Frustrations with AI09:03 How to Decide What to Automate vs Humanize12:55 The Value of Genuine Human Interaction20:47 How Chick-fil-A Excels by Prioritizing Human Service24:03 In-N-Out Burger Prioritizes Quality Over Automation27:52 Drawbacks to Relying Solely on AI32:25 How to Use AI to be More Proactive in Customer Service35:04 The Iceberg Approach to Finding Hidden Issues in Customer Experience37:00 One Change to Make to Instill Human Service Into Your CXAbout Jeff ToisterJeff Toister is a customer service consultant, trainer, speaker, and bestselling author who helps organizations build stronger customer-focused cultures. He is the author of multiple customer service books, including Human Service: The Skills AI Can't Replace, and has worked with organizations ranging from Fortune 500 companies to small businesses and government agencies. Connect with Jeff ToisterJeff's Website Jeff's Book - Human Service Book Jeff on LinkedIn Jeff's Customer Service Tip of the Week Connect with Matt LylesCheck Matt's speaking availability Subscribe on YouTube here Matt on LinkedIn Matt on Instagram SIMPLE brand newsletter

Why do some brands create repeat customers, while other brands create loyal customers—and the very best brands create loyal brand fans?The answer isn't just a better product. It isn't a bigger marketing budget. And it isn't a loyalty program. It's about creating an emotional connection that makes customers feel like they belong.In this episode, I sit down with customer experience strategist, Fractional Chief Customer Officer, and author Christina Garnett to discuss her book, Transforming Customer-Brand Relationships.We explore why customers don't want to feel like transactions, how brands create genuine community, what drives long-term loyalty, and what it takes to turn customers into loyal brand fans.What You'll LearnHow treating customers like transactions kills long-term loyaltyThe best ways to truly understand your customers and their needsWhy organizational silos create friction in the customer experienceThe right - and wrong - ways to build a brand communityHow to move customers from repeat purchases to loyalty to true brand fandomWhy surprise and delight often fails to create lasting customer loyaltyHow game theory can transform the way you think about customer relationshipsChapters00:00 Introduction to Transforming Customer Brand Relationships01:28 Defining Customer Experience03:34 How Brands Treat Customers Like Transactions07:24 The Ideal Methods For Understanding Your Customers10:17 Breaking Down Silos for Better CX13:03 The Right and Wrong Ways to Create a Brand Community16:33 Repeat Customers to Loyal Customers to Brand Fans20:44 Hierarchy of Customer Delight22:51 The Importance of Genuine Customer Engagement24:48 Creating Memorable Customer Experiences27:06 The Gap Between Customer Perception and Leadership Assumption29:13 The Little Things Matter in Customer Experience31:38 Applying Game Theory in Customer Experience35:45 Connecting Employee Experience to Customer Experience37:50 Christina's 5-song PlaylistAbout Christina GarnettChristina Garnett is a customer experience strategist, Fractional Chief Customer Officer, founder of Pocket CCO, and author of Transforming Customer-Brand Relationships. She helps organizations strengthen customer relationships, improve retention, build meaningful communities, and create experiences that inspire loyalty. Connect with Christina GarnettChristina's Website Christina's Book - Transforming Customer-Brand RelationshipsChristina on LinkedIn Connect with Matt LylesCheck Matt's speaking availability Subscribe on YouTube Matt on LinkedInMatt on Instagram The SIMPLE brand newsletter 

Why does customer loyalty seem harder to earn than ever before?Customers have more choices, higher expectations, and less patience than ever. At the same time, many organizations are struggling to understand why customers aren't as loyal as they once were.In this episode, I sit down with customer experience expert, keynote speaker, and author Jeannie Walters to discuss her new book, Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations, and why customer loyalty has become so fragile.What You'll Learn in This EpisodeWhy customer loyalty is becoming more fragile than ever beforeThe exercise that helps align an entire organization around customer experienceThe difference between reactive customer service and proactive customer experienceWhy emotions play a bigger role in customer loyalty than many organizations realizeWhy small moments often have a bigger impact than big momentsThe role intentional leadership plays in creating a better customer experienceChapters00:00 Introduction to Experience Is Everything05:10 Creating a Customer Experience Mission Statement11:13 The Importance of Internal Alignment15:03 Bridging the Gap in Customer Loyalty and Customer Expectations18:57 Proactive vs. Reactive Customer Experience21:03 Managing Negative Emotions in Customer Experience25:25 The Power of Small Moments32:23 Jeannie's Experience Is Everything 5-Song PlaylistAbout Jeannie WaltersJeannie Walters is an award-winning customer experience expert, keynote speaker, founder of Experience Investigators, and author of Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations. Through her consulting and speaking, she helps organizations improve customer loyalty, increase retention, and create more customer-centric experiences. Connect with Jeannie WaltersJeannie's Website Experience Investigators Jeannie's Book - Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations Jeannie on LinkedIn Connect with Matt LylesCheck Matt's speaking availability Subscribe on YouTubeMatt on LinkedIn Matt on Instagram Subscribe to Matt's newsletterSubscribe and listen on Apple Podcasts Subscribe and listen on Spotify

In this episode of the IoT For All Podcast, Martin Nord, Chief Technology and Product Officer at Com4, joins Ryan Chacon to discuss IoT in 2026 and what enterprises need to consider. The conversation covers what enterprise IoT buyers actually need, the crowded IoT connectivity market, the 2G/3G sunset, how roaming in IoT is broken in subtle ways, the nature of IoT connectivity failures, prioritizing financial stability in IoT partners, satellite IoT, and the future of IoT connectivity.With over 20 years of experience in the cellular and IoT industry, Martin Nord is a visionary leader and passionate technologist. He has a proven track record of driving innovation and leading high-performance teams. As CTO and PTO, Martin plays a pivotal role in shaping Com4's product vision and strategy. He oversees the entire product lifecycle, ensuring that Com4's solutions not only meet market demands but also drive value for customers in an ever-evolving IoT landscape. By combining his deep technical expertise with a customer-focused approach, Martin ensures that Com4's offerings remain at the forefront of innovation in IoT connectivity.Com4, part of Wireless Logic Group, is a world leading provider of managed IoT connectivity services, with over 13 years of experience working with enterprises around the world. Com4 exists to provide not only the right tools but the most fitting solutions to its customers for beneficial IoT connectivity and control. Customers around the world trust them to cost-efficiently build and operate both large-scale and smaller IoT connectivity projects. All SIM cards are delivered, already activated within a few business days. Com4 supports all radio standards (2G, 3G, 4G, and 5G as well as LPWA technologies such as LTE-M and NB-IoT).Discover more about IoT at https://www.iotforall.comFind IoT solutions: https://marketplace.iotforall.comMore about Com4: https://www.com4.no/en/Connect with Martin: https://www.linkedin.com/in/martinnord/Subscribe on YouTube: https://bit.ly/2NlcEwmJoin Our Newsletter: https://newsletter.iotforall.comFollow Us on Social: https://linktr.ee/iot4all

A few weeks ago, I was talking with a marketing leader who summed up the challenge facing most teams in a single sentence: "We need to create three times more content with the same number of people." I suspect that sounds familiar. Every platform wants more. LinkedIn wants consistency. Short-form video is consuming marketing calendars. Leadership wants greater visibility. Customers expect faster responses. Somehow, all of that has landed on teams that aren't dramatically larger than they were a year ago. So marketers do what marketers always do. They look for leverage. Right now, that leverage is AI. The problem is that many teams discover the downside almost immediately. The content gets produced faster, but it starts sounding generic. The personality fades. The perspective that made people pay attention in the first place gets lost somewhere between prompt number three and post number thirty. That's why I enjoyed my conversation this week with Tatyana Kanzaveli, founder of SocialBrilliance.ai. What interested me wasn't another promise to generate more content. We've all seen enough of those. What interested me was her focus on preserving voice. Because I don't think marketers have a content volume problem anymore. We have a differentiation problem. The internet is filling up with competent content. What remains scarce is content that sounds like it came from a real person, a real company, or a real point of view. Tatyana and I spent a lot of time discussing how smaller marketing teams can use AI without giving up the very thing that makes their brand recognizable. We talked about brand voice, publishing velocity, authenticity, and the guardrails that matter when AI becomes part of your content process. One idea from our conversation stuck with me. The goal isn't to use AI to sound better. The goal is to use AI to sound more like yourself. That may sound obvious, but it's a very different approach from what much of the market is selling. As I was preparing for the interview, I realized it also completed a pattern that emerged across all of our June episodes. First, Simon Davis challenged the idea that more content is automatically better content. His warning about AI slop wasn't really about technology. It was about originality. The brands that stand out will be the ones that continue to contribute new ideas instead of recycling the same ones faster. Then Shawn Reddy joined me to discuss Claude's Dynamic Workflows. His message was that the next generation of marketers may be valued less for writing prompts and more for designing systems. As AI becomes capable of handling increasingly complex work, workflow design becomes a competitive advantage. And now Tatyana brings the third piece of the puzzle: authenticity. Looking back, June was really about three skills marketers need to develop in the AI era. - The ability to avoid AI slop. - The ability to build intelligent workflows. - And the ability to scale an authentic voice. Technology will continue to change. Models will improve. New tools will arrive every month. But those three capabilities feel surprisingly durable. If you can think originally, build intelligently, and communicate authentically, you'll be ahead of most of the market regardless of which AI platform happens to be winning the headlines.   I'd love to know what you think. Of those three skills—original thinking, workflow design, or authentic voice—which do you believe will matter most over the next few years?

Is your brand's promise falling flat? In this episode, we reveal how today's buyers demand proof, not just words. Learn the secrets to closing the trust gap, building lasting credibility, and turning every touchpoint into a reason customers keep coming back!And don't forget! You can crush your marketing strategy with just a few minutes a week by signing up for the StrategyCast Newsletter. You'll receive weekly bursts of marketing tips, clips, resources, and a whole lot more. Visit https://strategycast.com/ for more details.==Let's Break It Down==06:04 Discussing the trust recession10:28 Trust beyond marketing's control15:25 Developing the trust architecture18:57 Introducing Big O Tires19:52 Building trust in the tire industry25:33 Building Trust through Consistency==Where You Can Find Us==Website: https://strategycast.com/Instagram: https://www.instagram.com/strategy_cast/Facebook: https://www.facebook.com/strategycast==Leave a Review==Hey there, StrategyCast fans!If you've found our tips and tricks on marketing strategies helpful in growing your business, we'd be thrilled if you could take a moment to leave us a review on Apple Podcasts. Your feedback not only supports us but also helps others discover how they can elevate their business game!

With this episode, I'm prepared to ruffle some feathers. I hope you have thick skin, but this conversation is absolutely necessary, and I am incredibly passionate about it. Lately, everywhere I look on social media, I see small business owners posting Reels, TikToks, and memes making fun of how frustrating, exhausting, or annoying their customers are. They complain about customers asking too many questions, taking up too much time, or interrupting their day. This completely blows my mind. On one hand, I hear entrepreneurs constantly talking about how slow sales are and how desperately they need customers. But on the other hand, they are publicly mocking the very people keeping their doors open. We cannot say we want growth while simultaneously acting irritated that customers even exist. Even if you aren't posting this online, I want you to look deeper: How do you talk about your customers behind the scenes with your team? How do you think about them when you get home at night? I'm not throwing blame without looking in the mirror. When I ran my retail store, I had days where I got frustrated and, to my regret, complained to my team. But we have to change our mindset. Customers are not an inconvenience to your business; they are your business. Without them, you don't have a business—you just have inventory and bills. Key Takeaways from the Episode Your Customers are Watching Your Social Media: That "relatable" video mocking customer behavior might get laughs and likes from other business owners, but your actual customers are seeing it, too. When they see that content, they hear: You are a burden, and we don't want to help you. Why would anyone spend money where they feel unwanted? You Don't Sell a Unicorn Product: Whether you sell shoes, jewelry, candles, or clothing, customers can buy it somewhere else—Target, Amazon, or the boutique down the street. They choose your business because they want connection, experience, and service. Customer Service is the Business: Answering questions, helping people make decisions, and building trust isn't an interruption to your task list. It is the task. 5 Ways to Train Your Team to Appreciate Customers If we want better customer relationships, it has to start internally with our leadership and trickle down to our teams. Here are five practical ways to recalibrate your internal culture: Remember Who Writes the Paycheck: I don't write my team's paychecks; the customers do. Employees need to understand the direct connection between the customer experience and business survival. Stop Celebrating Sarcasm and Complaining: If leadership complains about customers behind the scenes, employees absorb that rotten mindset. Instead, actively celebrate positive customer stories and wins. Train Emotional Intelligence, Not Just Sales Skills: Teach your team how to actively listen, remain patient, read a customer's energy, and make people feel seen. View Questions as Buying Signals: Do not get annoyed when a customer asks a million questions. Questions mean interest and curiosity. An inquisitive customer is a massive opportunity, and they are far more valuable than a silent customer who walks right out. Build a Culture of Hospitality over Customer Service: Customer service asks, "How do we complete this transaction?" Hospitality asks, "How do I make this person feel?" Final Thoughts Setting healthy boundaries, having closing times, and protecting your peace is perfectly okay. You don't have to answer DMs 24/7 or let people mistreat you. But we must communicate our boundaries with kindness. People will remember how your business made them feel far longer than they will remember what they bought. The businesses that win long-term aren't always the cheapest or the trendiest; they are the ones that make their customers feel deeply valued. How are you going to shift your mindset around your customers this week? Work with Me - https://www.ciarastockeland.com/work-with-meVisit the Bookstore - https://www.ciarastockeland.com/bookstoreSign Up for Free Weekly Tips and Trainings - https://www.ciarastockeland.com/subscribe

What if "doing good" in business isn't a checkbox, but seven different relationships you're already part of, whether you realize it or not?About This EpisodeDavid didn't set out to become a coffee guy. He started as a business coach who got pulled into La Terza Coffee because his friend, a coffee expert with zero interest in the business side, needed help running the company he'd built. What David found was a business already wired for impact, built on relationships with coffee producers around the world and questions most companies never ask, like what actually counts as a living wage versus fair trade.That question became an obsession. David started digging into what "good" really means for a business, and the answer turned out to be messier than he expected. A trip to a coffee farm in Honduras, watching a woman sort coffee cherries with what he can only describe as joy, gave him the framework he'd been missing: treat people the way you want to be treated. Not as a slogan, but as a lens for every relationship a business touches.From that single idea, David built out what he calls the Seven Seeds, covering the supply chain, your team, your customers, your community, your competitors, the environment, and yourself. In this conversation, he walks through where each seed came from, why the team culture seed might be the one with the deepest impact, and why self care is often the hardest and most overlooked piece of the whole puzzle. It sets the stage for part two, where David turns the lens around and asks what it means to be a conscious consumer.Episode in a glance00:56 How David ended up running La Terza Coffee04:11 The anger and sadness behind David's drive for impact05:34 Fair trade vs. living wage: the relationships behind the coffee08:02 What does "good" actually mean in business?08:15 The coffee farm moment that sparked the Seven Seeds12:06 Introducing the Seven Seeds framework12:49 Seed 1 (Supply Chain) and Seed 2 (Team Members)15:44 Seed 3 (Customers), Seed 4 (Community), Seed 5 (Competitors)18:23 Seed 6 (Environment) and Seed 7 (Yourself)19:30 Advice for social entrepreneurs just getting started21:05 Advice for social entrepreneurs just getting started23:22 Teaser: the next book on conscious consumerismAbout David GainesDavid Gaines is the founder and chief visionary of La Terza Coffee, a Cincinnati-based artisan roastery built on direct relationships with coffee producers around the world. A longtime social entrepreneur and former chair of the Social Enterprise Alliance, David is also a conscious business coach and the author of Radical Business: The Roots of Your Work and How It Can Change the World. He's currently finishing his second book, Why We Buy and Why It Matters, exploring how consumer choices can drive real change.→ LinkedIn: https://www.linkedin.com/in/daviddgaines/→ La Terza Coffee: https://laterzacoffee.com/

What You'll Learn in This Episode:In this episode, Catherine McDonald and Shayne Daughenbaugh welcome Michael Parent to discuss SIPOC, one of the most effective tools for understanding and improving business processes. Michael explains how SIPOC (Suppliers, Inputs, Process, Outputs, Customers) helps teams define process boundaries, identify stakeholders, and maintain focus on delivering customer value.The conversation explores different approaches to building a SIPOC, including why Michael prefers starting with the customer before mapping the process itself. They also discuss how SIPOC fits into Lean and Six Sigma problem-solving, how it helps prevent scope creep, and why it serves as a strong foundation for process mapping, stakeholder engagement, and continuous improvement efforts.Whether you're leading a process improvement project or trying to better understand how work flows through your organization, this episode provides practical guidance on using SIPOC to create clarity and alignment from the start.Key Takeaways:1. SIPOC provides a high-level view of a process and helps clearly define project scope and boundaries.2. Keeping the customer at the center of the discussion ensures improvement efforts remain focused on delivering value.3. SIPOC serves as a powerful starting point for process mapping, stakeholder analysis, and continuous improvement initiatives.4. The most effective SIPOCs involve the right mix of stakeholders and subject matter experts while avoiding unnecessary complexity and scope creep.Links:mparent@sixsigma-consulting.comhttps://www.linkedin.com/in/parent-michael/https://www.findleansolutions.com/summit-2026/https://www.findleansolutions.com/

With this episode, I'm prepared to ruffle some feathers. I hope you have thick skin, but this conversation is absolutely necessary, and I am incredibly passionate about it. Lately, everywhere I look on social media, I see small business owners posting Reels, TikToks, and memes making fun of how frustrating, exhausting, or annoying their customers are. They complain about customers asking too many questions, taking up too much time, or interrupting their day. This completely blows my mind. On one hand, I hear entrepreneurs constantly talking about how slow sales are and how desperately they need customers. But on the other hand, they are publicly mocking the very people keeping their doors open. We cannot say we want growth while simultaneously acting irritated that customers even exist. Even if you aren't posting this online, I want you to look deeper: How do you talk about your customers behind the scenes with your team? How do you think about them when you get home at night? I'm not throwing blame without looking in the mirror. When I ran my retail store, I had days where I got frustrated and, to my regret, complained to my team. But we have to change our mindset. Customers are not an inconvenience to your business; they are your business. Without them, you don't have a business—you just have inventory and bills. Key Takeaways from the Episode Your Customers are Watching Your Social Media: That "relatable" video mocking customer behavior might get laughs and likes from other business owners, but your actual customers are seeing it, too. When they see that content, they hear: You are a burden, and we don't want to help you. Why would anyone spend money where they feel unwanted? You Don't Sell a Unicorn Product: Whether you sell shoes, jewelry, candles, or clothing, customers can buy it somewhere else—Target, Amazon, or the boutique down the street. They choose your business because they want connection, experience, and service. Customer Service is the Business: Answering questions, helping people make decisions, and building trust isn't an interruption to your task list. It is the task. 5 Ways to Train Your Team to Appreciate Customers If we want better customer relationships, it has to start internally with our leadership and trickle down to our teams. Here are five practical ways to recalibrate your internal culture: Remember Who Writes the Paycheck: I don't write my team's paychecks; the customers do. Employees need to understand the direct connection between the customer experience and business survival. Stop Celebrating Sarcasm and Complaining: If leadership complains about customers behind the scenes, employees absorb that rotten mindset. Instead, actively celebrate positive customer stories and wins. Train Emotional Intelligence, Not Just Sales Skills: Teach your team how to actively listen, remain patient, read a customer's energy, and make people feel seen. View Questions as Buying Signals: Do not get annoyed when a customer asks a million questions. Questions mean interest and curiosity. An inquisitive customer is a massive opportunity, and they are far more valuable than a silent customer who walks right out. Build a Culture of Hospitality over Customer Service: Customer service asks, "How do we complete this transaction?" Hospitality asks, "How do I make this person feel?" Final Thoughts Setting healthy boundaries, having closing times, and protecting your peace is perfectly okay. You don't have to answer DMs 24/7 or let people mistreat you. But we must communicate our boundaries with kindness. People will remember how your business made them feel far longer than they will remember what they bought. The businesses that win long-term aren't always the cheapest or the trendiest; they are the ones that make their customers feel deeply valued. How are you going to shift your mindset around your customers this week? Work with Me - https://www.ciarastockeland.com/work-with-meVisit the Bookstore - https://www.ciarastockeland.com/bookstoreSign Up for Free Weekly Tips and Trainings - https://www.ciarastockeland.com/subscribe

Have you ever examined your business through the lens of identifying pain points in your business? It's a great exercise, and can be very fruitful. Every once in while assemble your team for a story-telling session. Encourage them to share their stories that illustrate customer pain points with your business. Once identified, get rid of them and replace them with customer-pleasing methods of handling that experience component of your transaction process.Support the show

What if the marketing funnel, the foundational model we've relied on for decades, is fundamentally flawed and actively misleading us about what our customers actually want?Agility requires not just reacting quickly, but reacting with intelligence, which is impossible when your customer data is telling you the wrong story.Today, we're going to talk about the shift from legacy metrics to a more intelligent, unified view of the customer. Specifically, we'll cover:- Why traditional funnel metrics can obscure true customer intent and what to focus on instead.- The architectural shift required to move from generic, disjointed interactions to a unified, personalized customer experience.- How context-aware AI is graduating from simple automation to becoming a core driver of intelligent customer engagement.To help me discuss this topic, I'd like to welcome Vanessa Thompson, VP of Revenue & Growth Marketing at Twilio.About Vanessa ThomsponVanessa Thompson is Vice President of Revenue & Growth Marketing at Twilio, leading a global team that drives top-of-funnel growth. Her expertise spans all facets of go-to-market including demand generation, growth, lifecycle, analytics, product marketing and product strategy. Vanessa leads high-impact initiatives that drive acquisition and fuel business expansion - helping Twilio execute its vision to make every digital interaction between consumers and businesses amazing. Vanessa Thomspon on LinkedIn: https://www.linkedin.com/in/vanessathomps/---------- Resources ----------Twilo: https://www.twilio.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703We're proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658Reach your customers with Reddit. Spend $500 in ad spend, get $500 back in ad credit! Learn more: https://advertalize.com/r/491818c79fb1873fThe most influential minds in software, AI, and engineering leadership will be at WeAreDevelopers World Congress North America, September 23-25 in San Jose. Learn more: https://aglbrnd.co/r/60a7299222a7bcf1Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716baCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

Rent with National Car Rental and arrive at the game like a winner. Visit https://www.nationalcar.com today. Go to http://shadyrays.com  and use code TALKIN50 for 50% off 2+ pairs of polarized sunglasses. Xfinity, get it now https://www.xfinity.com/learn/deals/offers Use our code for 10% off your next set of MLB tickets on SeatGeek*: https://seatgeek.onelink.me/RrnK/TALKIN2026. Sponsored by SeatGeek. *Restrictions apply. Max $20 discount https://fanaticsmarkets.onelink.me/3MFw?pid=jomboy&af_dp=fanmarkets%3A%2F%2Fhomepage&af_channel=partnerships&c=jomboy_fmx&af_ad=youtube&af_web_dp=https%3A%2F%2Ffanaticsmarkets.com%2F%3Fpid%3Djomboy%26c%3Djomboy_fmx%26af_ad%3Dyoutube%26utm_source%3Djomboy%26utm_medium%3Dreferral%26utm_campaign%3Djomboy_fmx%26utm_content%3Dyoutube   Coach Trev and Talkin' Jake recap the weekend feeling like the Astros, Tigers and Marlins are playing great baseball, Tarik Skubal going after the White Sox dugout, Kyle Schwarber doing ungodly things to a baseball, Rafael Devers' war against his team and more!   Event contracts carry risk of total loss and changing prices. Not good  for all investors. Not available in all states. Must be 21+. See Important Disclosures in Fanatics Markets app. Customers are introduced to Crypto.com by Paragon Global Markets, LLC, d/b/a Fanatics Markets IB, an Introducing Broker registered with the CFTC and a Member of the NFA.   Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Join us for a special episode hosted by Geoff Campbell who is standing in for Matt Bertram, we focus on the part of marketing most teams ignore: turning existing traffic into real phone calls, form fills, and sales. We break down a simple conversion framework, why dynamic website messaging works, and how to think about proof, positioning, and AI search as buyer behavior changes. • traffic times conversion rate equals customers as the core lens for SEO and CRO • treating an agency website as proof of competence and a trust signal • the “practice what you preach” mistake that costs agencies better clients • the reality of wearing every hat and why teams and cash flow matter • productizing a service into SaaS by solving our own lead generation problem • fixing the “blocked toilet” problem before buying more traffic • answering four questions fast: who you are, what you do, why choose you, how to contact you • using dynamic messaging by time, intent, and customer situation to lift conversions • adding specials, testimonials, video, and clear calls to action without clutter • building attribution with codes and tracking to learn what really drives leads • scaling SaaS with proof first, then outbound, ads, and partner channels • narrowing the ICP to high-traffic, lead-driven, high-value businesses • using design and presuasion to match the buyer you want • simplifying pages like a movie teaser so skimmers become readers • watching AI search emerge as a new visibility layer on top of SEO Guest Contact Information: Website: irwinhau.comLinkedIn: au.linkedin.com/in/irwinhauInstagram: instagram.com/haudoyoudoMore from EWR and Matthew:Leave us a review wherever you listen: Spotify, Apple Podcasts, or Amazon PodcastFree SEO Consultation: www.ewrdigital.com/discovery-callWith over 5 million downloads, The Best SEO Podcast has been the go-to show for digital marketers, business owners, and entrepreneurs wanting real-world strategies to grow online. Now, host Matthew Bertram — creator of the LLM Visibility Stack™, and Lead Strategist at EWR Digital — takes the conversation beyond traditional SEO into the AI era of discoverability. Each week, Matthew dives into the tactics, frameworks, and insights that matter most in a world where search engines, large language models, and answer engines are reshaping how people find, trust, and choose businesses. From SEO and AI-driven marketing to executive-level growth strategy, you'll hear expert interviews, deep-dive discussions, and actionable strategies to help you stay ahead of the curve. Find more episodes here: youtube.com/@BestSEOPodcastbestseopodcast.combestseopodcast.buzzsprout.comFollow us on:Facebook: @bestseopodcastInstagram: @thebestseopodcastTiktok: @bestseopodcastLinkedIn: @bestseopodcastConnect With Matthew Bertram: Website: www.matthewbertram.comInstagram: @matt_bertram_liveLinkedIn: @mattbertramlivePowered by: ewrdigital.comSupport the show

This is episode 853. Read the complete transcription on the Sales Game Changers Podcast website. This is the fifth episode of AI and Sales Brief, a new sub-brand of the Sales Game Changers Podcast. Watch the video of this podcast on YouTube here. The Sales Game Changers Podcast was recognized by YesWare as the top sales podcast. Read the announcement here. FeedSpot named the Sales Game Changers Podcast at a top 20 Sales Podcast and top 8 Sales Leadership Podcast! Subscribe to the Sales Game Changers Podcast now on Apple Podcasts! Purchase Fred Diamond's best-sellers Love, Hope, Lyme: What Family Members, Partners, and Friends Who Love a Chronic Lyme Survivor Need to Know and Insights for Sales Game Changers now! Today's show featured an interview with AI expert Zeev Wexler, CEO at Wexler, and sales expert Tom Snyder, Founder of Funnel Clarity. Find Zeev on LinkedIn. Find Tom on LinkedIn. ZEEV'S TIP: "Sales and marketing are a circle. The problem most companies have is that sales and marketing are treated as two separate parts that do not work for one another and do not collaborate. AI can help fix that." TOM'S TIP: "This is the peace treaty of all time. Both objectives, marketing and sales, can be served, and everybody can get what they want. Instead of arguing about leads, both teams can align around understanding what prospects need to fix, accomplish, or avoid."

Highlights 00:27 — It's not just business as usual for these companies, their customers, and others who are tied into these extraordinary enterprises. We're also seeing booms in innovation, not just in technology but in go-to-market models, business models, and more. 01:32 — The big part of this is that it's not just big numbers, but big numbers driving widespread, deep, and profound innovation. Here's how the $2.1 trillion breaks out across the four hyperscalers: Backlog RPO Total Backlog RPO Growth Rate Oracle $638 Billion 363% Microsoft $627 Billion 99% Google Cloud $462 Billion 93% AWS $364 Billion 49% Total $2.091 Trillion   02:32 — With this high level of innovation, we're seeing a convergence of industries including technology, energy, and construction. Because of extreme demands, the tech industry has to start getting into the energy business. Construction is entering the picture as well, as these facilities are some of the largest built in such a short period of time, meeting demanding specifications and aligning with supply and demand. 03:25 — This convergence is leading to the hyperscalers developing new business models. These companies are coming up with unique models to solve this unprecedented demand and business challenge. Customers are coming up with different models based on what's happening, too. 04:15 — I have been a huge fan of the potential of fusion energy to meet this need. The convergence of tech and energy is only going to accelerate what's happening to break even with fusion energy. Visit Cloud Wars for more.

In this episode of Better Business, Better Life, Debra Chantry-Taylor sits down with Brendan Lee, founder of Conversions Today, to uncover one of the biggest marketing mistake business owners make: building marketing around what they like, instead of what their customers actually need. Brendan shares his journey from corporate life to building a specialist marketing agency that helps businesses in complex industries such as law, accounting & medical technology generate measurable growth. Along the way, he discovered that successful marketing is not just about creativity. It is about understanding people, tracking the right data & making decisions based on evidence rather than assumptions. A key theme throughout the conversation is the danger of vanity metrics. Brendan explains why likes, clicks & impressions can create a false sense of success when they are not connected to real business outcomes. Instead, he advocates for tracking the full customer journey, including offline activity such as phone calls, direct mail campaigns & letterbox drops. Debra & Brendan also explore the growing role of AI in marketing, including how it can improve efficiency, speed up content creation & support smarter decision-making, while still needing a clear plan behind it. Listeners will learn why effective marketing requires consistency, patience & a structured approach. Brendan also shares practical insights into ROI reverse engineering, helping businesses understand the true value of a customer before deciding how much to invest in acquisition. This episode is packed with practical advice for business owners who want to stop guessing, avoid costly marketing mistakes & build a marketing system that consistently supports long-term business growth        CONNECT WITH DEBRA:     ___________________________________________          ►Debra Chantry-Taylor is a Certified EOS Implementer | Entrepreneurial Leadership & Business Coach | Business Owner ►Connect with Debra: debra@businessaction.com.au  ►See how she can help you: https://businessaction.co.nz/  ►Claim Your Free E-Book: https://www.businessaction.co.nz/free-e-book/  ___________________________________________        GUEST'S DETAILS:   ► Brendan Lee – LinkedIn: https://www.linkedin.com/in/bdanlee/ ► Website – Conversion Today: https://conversions.today/       Episode 277 Chapters:     00:00 – Introduction   00:35 – Marketing Strategy and Introduction to Brendan Lee   27:26 – Brendan's Agency and Marketing Approach   27:53 – Effective Marketing Strategies and Mistakes to Avoid   29:11 – The Role of Data and AI in Marketing   41:50 – Practical Tips for Improving Marketing Effectiveness   

What does a dealership service department need to stop doing right now if it wants to keep more customers?In the first episode of Earned Influence, Joshua Taylor sits down with Jami Alexander, Mindy Williams, and Racheal Bright to talk about customer retention, communication, accountability, and what happens when service teams forget there is a real person behind every repair order.Jami brings nearly 29 years of experience across parts, fleet, big trucks, and repair.Mindy shares her perspective as a dealership service manager who started in the industry at 19.Racheal brings her background from material handling, where proactive communication and strong processes are just as important as they are in automotive.This conversation gets into one of the biggest problems in fixed operations:Too many service departments act like the job is only to fix the vehicle.But the real job is to take care of the person who owns it.Earned Influence is a 4 part panel series from the Wrench Turners Podcast, built around honest conversations, different perspectives, and the kind of leadership that is earned through action.Featuring:Jami Alexanderhttps://www.linkedin.com/in/jami-a-4075a9271/Mindy Williamshttps://www.linkedin.com/in/mindy-williams-700b791b7/Racheal Brighthttps://www.linkedin.com/in/racheal-bright-08281262/⚠️ Disclaimer:I'm a licensed mechanic. That doesn't mean I know what I'm doing, whether it's fixing things or filming things. Do your own due diligence.Listen to The Wrench Turners Podcast:Spotify:https://open.spotify.com/show/1ScwRP0DFMtDsp83JxPhPK?si=26aeb4be65da45ebInstagram:https://www.instagram.com/mrjoshuataylor/LinkedIn:https://www.linkedin.com/in/mrjtaylor/

Anthony Santana survived fentanyl addiction, homelessness, drug dealing, and nearly 100 overdoses — but what he saw inside the rehab industry shocked him almost as much as the streets. In this episode of The Connect, Anthony exposes the dark world of rehab corruption, body brokering, and treatment centers allegedly profiting from fentanyl addicts through insurance payouts. He breaks down how addicts are recruited, paid, recycled through detox programs, and sometimes pushed back into relapse so the money keeps flowing. Anthony also opens up about selling fentanyl and Xanax in California, living homeless in Los Angeles, dealing drugs in MacArthur Park, surviving overdoses, and eventually finding real recovery after years of addiction. This is a raw look at the fentanyl crisis, the California rehab scam, and the hidden business behind addiction treatment. Go Support Anthony! Rehab and Recovery: https://www.instagram.com/losangelesoutreach/ IG: https://www.instagram.com/4nthonys4nt4na/ This Episode Is #Sponsored By The Following: Betterhelp! You don't have to say yes to everything this summer. Find support in therapy. Sign up and get 10% off at https://betterhelp.com/connect Cash App! Download Cash App Today: https://capl.onelink.me #CashAppPod ash App is a financial services platform, not a bank. Banking services provided by Cash App's bank partner(s). Prepaid debit cards issued by Sutton Bank, Member FDIC. Cash App Visa® Debit Flex Cards issued by Sutton Bank, Member FDIC, and The Bancorp Bank, N.A., pursuant to a license from Visa U.S.A. Inc. See terms and conditions for the Sutton prepaid card, Sutton debit flex card, and Bancorp debit flex card. Cash App Green features, Savings, Direct deposit, Round ups, Overdraft coverage and Discounts provided by Cash App, a Block, Inc. brand. Visit cash.app/legal/podcast for full disclosures. Join The Patreon For Bonus Content! https://www.patreon.com/theconnectshow 00:00 Opening & Anthony's Background 03:35 Addiction, Overdose, and Hope 06:20 Growing Up, Family & Early Drug Use 11:00 Dealing, Trauma & Progression to Fentanyl 17:00 Scaling Up Drug Operations 20:33 This Episode Is Sponsored By Betterhelp 221:58 Dangers, Setups & Violence 34:27 Homelessness, Drug Dealing in LA, and the Senior Home 40:22 This Episode Is Sponsored By Cash App 41:45 Body Brokering & Rehab Industry Corruption 46:02 MacArthur Park: LA's Open Air Drug Market 51:41 Drug Availability, Pricing & Street Hustle 53:00 Inside the Fentanyl and Xanax Supply Chains 57:00 Adapting, Staying Out of Jail, and the Online Drug Trade 01:02:56 Bay Area Drug Scene & Violence 01:09:47 Struggles with Treatment & Homelessness 01:16:00 Human Trafficking, Customers, and the Underbelly of LA 01:20:35 Getting Sober & Redemption 01:26:00 Reflections, Family & Final Thoughts Learn more about your ad choices. Visit podcastchoices.com/adchoices

In this episode of UKvUSA, Deborah Corn and Matthew Parker discuss why customers choose to unsubscribe from emails, what printers can do to earn attention rather than chase leads, and how better content, smarter follow-up, and the right strategy can help build stronger customer relationships.  Mentioned in This Episode: Matthew Parker: https://www.linkedin.com/in/profitableprintrelationships/ Profitable Print Relationships: https://profitableprintrelationships.com Deborah Corn: https://www.linkedin.com/in/deborahcorn/ Print Media Centr: https://printmediacentr.com Subscribe to News From The Printerverse: https://printmediacentr.com/subscribe-2  PrintFM Radio: https://printfmradio.com/ Girls Who Print: https://girlswhoprint.org Project Peacock: https://ProjectPeacock.TV

John Dwyer is a direct response marketing expert who convinced Jerry Seinfeld to front a record-breaking banking campaign - and now helps businesses attract customers using powerful incentive-based marketing strategies. Top 3 Value Bombs 1. Discounting is a race to the bottom; smart businesses use incentives to shift focus away from price and protect their margins. 2. The most effective incentives have low hard cost but high perceived value, making them irresistible without hurting profitability. 3. Matching the right incentive to the right audience is critical; relevance drives conversions, not just the offer itself. Check out John's website and register. Receive a free vacation voucher upon signup. Learn how to access vouchers for as low as $32 for business use - Incentive Webinar Sponsors HighLevel - The ultimate all-in-one platform for entrepreneurs, marketers, coaches, and agencies. Learn more at HighLevelFire.com. 50 Days - Join JLD on his free '50 Days to Something' video series on YouTube and create something special in 50 days. Framer - A website builder that offers real-time collaboration, a robust CMS with everything you need for great SEO, and advanced analytics that include integrated A/B testing. Get started building for free today at Framer.com/fire. For 30 percent a Framer Pro annual plan use code FIRE.

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In this episode of Travis Makes Money, Travis and producer Eric break down a series of viral sales training videos from door-to-door sales influencer Parker Anderton. Drawing from Travis's own years of experience in door-to-door sales, the conversation explores what separates effective salespeople from ineffective ones, how top performers handle objections, why confidence matters, and the psychology behind creating comfortable buying experiences. Along the way, Travis shares practical lessons on leadership, management, customer interactions, and the subtle communication techniques that can dramatically improve sales results. On this episode we talk about: The controversial "$1,000 bathroom rule" for sales teams How great sales managers balance performance and people skills Common mistakes sales reps make when handling objections The psychology of confidence versus desperation in sales conversations Why making decisions feel simple can improve closing rates Top 3 Takeaways Great salespeople don't treat every customer question as a major obstacle—they confidently guide conversations without creating unnecessary friction. Effective leadership requires balancing productivity with treating people like human beings. Long-term trust often matters more than short-term efficiency. Customers are more likely to buy when the process feels simple, casual, and low-pressure rather than urgent or overly dramatic. Notable Quotes "The whole point of being a manager is that you're good enough to manage other people." "I'm not going to make people feel bad because they have bodily needs in the middle of the workday." "If you don't make it a big deal in your sales process, it won't be a big deal in their mind when making the decision." Connect with Travis Chappell: Instagram: https://www.instagram.com/travischappell Other: https://travischappell.com A Word from Our Sponsors: This episode is brought to you by our amazing sponsors. Their support helps us continue delivering conversations about entrepreneurship, sales, investing, and wealth-building. Be sure to check out the offers mentioned during today's episode and support the companies that make the Travis Makes Money Podcast possible. - Are you ready to start your own creatorjourney and make it big? Visitwww.fanvue.com today and launch yourcareer! - To learn more about Mode Mobile and its investor community, go to https://invest.modemobile.com/travismakesmoney -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

McDonald's Employee Pulls Gun on Irate Customers… Big Mistake

Target's partnership with Jay-Z to release a special edition of Reasonable Doubt raises an important question for marketers: Can a marketing campaign rebuild trust when customers believe your brand has abandoned its values? In this episode, Sonia Thompson examines Target's effort to reconnect with Black consumers following a prolonged boycott and explores a challenge many brands eventually face: what happens when customers believe the company no longer stands for what it once promised. This isn't really a story about Jay-Z. It's a story about brand trust, customer loyalty, values alignment, and the limits of marketing. You'll learn: • Why values-based customer decisions are becoming more common• The difference between repairing a reputation and repairing a relationship• Why marketing campaigns often fail when the underlying issue is trust• What Target's boycott reveals about customer loyalty and brand values• How consumers decide whether a brand still represents what it claims to stand for• Why symbolic gestures rarely resolve values-based conflicts• What marketers should do when customers believe trust has been broken Whether you're managing a global brand or a growing business, this episode offers a powerful reminder: Customers don't just evaluate what you sell. They evaluate what you stand for. And when trust is rooted in shared values, marketing alone can't win it back. Because trust isn't a communication problem. It's a consistency problem. Email Sonia: sonia@soniaethompson.com Friction Finder Growth Audit: https://www.frictionlessgrowthlab.com/frictionfinder/

What happens when a former FBI intelligence analyst enters the pest control industry with zero experience?In this episode of the Bug Bux Podcast, Allan Draper sits down with Luke Lewis, founder of Native Pest Management, to talk about building one of the fastest-growing pest control companies in the country.Luke shares how he went from working in the FBI to launching Native Pest Management in 2015, growing it into an Inc. 5000 company five years in a row and landing #63 on the PCT Top 100 list.The conversation dives deep into:The biggest pricing mistakes new PCOs makeWhy cheap pricing attracts the worst customersHow premium pricing improves company cultureWhen and how to raise prices without losing customersBuilding a high-quality brand in competitive marketsThe importance of paying technicians wellWhy many pest control owners are afraid to grow profitablyIf you're trying to scale your pest control company, improve profitability, or position your business as a premium service provider, this episode is packed with practical insights you can apply immediately.

Welcome to the What's Next! Podcast with Tiffani Bova. I'm thrilled to welcome you back to a series I did with my dear friend, Roger Martin. He's the author of the amazing book, Playing to Win. In this episode, we're talking about the four key characteristics of strategic thinking.   THIS EPISODE IS PERFECT FOR…anyone who wants to strengthen their strategic thinking and make better decisions in complex, uncertain environments.   TODAY'S MAIN MESSAGE…many people think strategy is about making plans, setting goals, or controlling outcomes. Roger argues that strategic thinking starts by accepting the opposite: the most important variables are often the ones you don't control. Customers, competitors, and markets will ultimately do what they want to do. The strategist's job is to influence those outcomes by thoughtfully configuring everything within their control. In this conversation, Roger breaks down the four key characteristics of strategic thinkers. Together, he and Tiffani explore how these skills can be developed and why strategic thinking is less about innate talent and more about deliberate practice.   KEY TAKEAWAYS: Strategic thinkers focus on influencing outcomes they cannot directly control. The best decisions come from combining quantitative and qualitative information. Strong strategies emerge when multiple variables are considered simultaneously. Strategic thinking is a learnable skill that improves through practice and training.   WHAT I LOVE MOST…Roger's reminder that strategic thinking is not something you're born with. Too often, people assume strategy is reserved for a select few with a natural gift for seeing around corners. Instead, Roger reframes strategic thinking as a set of skills that anyone can develop.   Running Time: 31:02   Subscribe on iTunes     Find Tiffani Online: LinkedIn Facebook X    Find Roger Online: LinkedIn Website   Show Summary on Substack  

Send us Fan MailIn this Thursday edition of Talking Pools, hosts Steve Sherwood and Wayne Ivusich dive into the realities of running a successful pool service company. From referral programs and pricing challenges to difficult customer interactions and the importance of building relationships with manufacturer representatives, this episode offers practical business advice for pool professionals. The conversation also includes an insurance-focused discussion on the growing topic of natural swimming pools and the unique risks they present. Topics CoveredWhy Referrals Are Still the Best Marketing ToolSteve explains why customer referrals continue to be one of the most effective ways to grow a pool service business. Rather than chasing online reviews or discount programs, he discusses building trust with existing clients and rewarding long-term customer relationships. The Reality of Pool Service PricingNot all pool companies charge the same rates. Steve shares a real-world example of a prospective client comparing prices and why competing solely on price often creates problems. The discussion highlights the importance of communicating value, professionalism, reliability, and service quality. Managing Difficult Customer ExpectationsFrom emergency requests to customers demanding specific service times, the hosts discuss how setting boundaries and maintaining clear expectations protects both the customer and the service company. They explain why not every client is the right fit for every business. Commercial vs Residential Pool CustomersWhy are commercial clients often easier to work with than residential customers? Steve shares his perspective on dealing with engineering departments, facility managers, and property owners versus individual homeowners with highly specific expectations. Insurance Interlude with Pat GranonCan Natural Swimming Pools Be Insured?Pat Granon from the California Pool Association joins the show to discuss insurance considerations surrounding natural swimming pools. The conversation explores whether natural pools are classified as pools for insurance purposes and what coverage options may be necessary for companies servicing them. Additional Risks of Natural PoolsThe discussion examines concerns involving: Communicable disease exposure  Pollution liability  Professional liability risks  Biological filtration systems  Potential legal exposure from waterborne illnesses Pat explains why standard general liability coverage may not always be enough and discusses additional policy options that service companies should consider when working with natural swimming pools. Is a Natural Pool Really a Pool?The hosts debate where natural pools fit within the industry and whether maintaining biology instead of traditional water chemistry creates a fundamentally different risk profile for operators and service providers.  Support the showThank you so much for listening! You can find us on social media:FacebookInstagramTik TokEmail us: talkingpools@gmail.com

Every process problem is a customer problem in disguise. CI teams are good at finding waste, reducing variation, and improving flow. Customers experience those same breakdowns as uncertainty, frustration, effort, and broken trust.Slides, the resource list, and the full recording are on the episode page: https://www.kainexus.com/customer-signals-continuous-improvement-webinarThis episode is the audio from a recent session of the KaiNexus Continuous Improvement Webinar Series. Annette Behrensmeyer and Volker Probst of Resonance Growth Partners make the case for a second lens on improvement work: the customer signals already hiding inside your operational data. Repeat contacts, transfers, escalations, and frontline observations almost always show up before a survey score moves or a complaint lands. This isn't about replacing voice of the customer or launching another program. It's about enriching the signals you already use to decide what to work on next.In this conversation:Why solicited feedback (surveys, interviews) arrives late and carries an effort tax, and where unsolicited signals fill the gapA three-step approach to connect customer signals to your improvement system, plus a simple way to weigh customer value against business valueHow a 32-bed med-surg unit turned its daily huddle into a 15-minute patient signal huddle and compressed a 60-to-90-day feedback loop into daysHow a med tech company cut call volume by 30%+, saved over $10M in shipping cost, and recovered $20M+ in annual recurring revenue by making an opaque process visibleFour things any CI leader can start on this weekAbout the guestsAnnette Behrensmeyer and Volker Probst are managing partners at Resonance Growth Partners, where they help organizations connect customer understanding, employee insight, and business performance. Annette is a Forrester-certified CX professional with more than a decade designing enterprise CX strategies and feedback-to-action operating models. Volker brings more than 25 years turning customer insight into action at enterprise scale across CX and operational excellence leadership. Hosted by Mark Graban, senior advisor at KaiNexus.

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Why AI, automation, and self-service only improve customer experience when they reduce effort without removing humanity. Summary n this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius challenge one of the biggest assumptions in business today: that modernizing service delivery automatically improves the customer experience. Companies are investing heavily in AI, automation, chatbots, self-service tools, and digital-first platforms. But customers are still frustrated, stuck in loops, repeating themselves, and fighting to reach a real person. The problem is not service innovation itself. The problem is bad customer service disguised as innovation. John explains how leaders should evaluate whether a new service model is actually better for the customer, not just faster or cheaper for the company. He discusses why high-stakes moments, complaint situations, financial concerns, health issues, and grudge-buy experiences still require human judgment, empathy, and service recovery skills. This conversation also explores why weak culture shows up through strong technology, why employees need transparency during AI transformation, and why companies must beta test new service tools before rolling them out broadly. The real future of customer experience will not belong to the companies that automate the most. It will belong to the companies that use innovation to make customers feel known, valued, heard, and helped. Takeaways Service innovation does not automatically create better service. A process can become faster and still feel worse to the customer. Customers are not rejecting technology. They are rejecting automation that feels like deflection, abandonment, or extra work. Efficiency and experience are not the same thing. A service model is only better if it is easier and more reassuring from the customer's point of view. High-stakes moments still require human judgment. Health, finance, complaints, service recovery, and emotionally charged situations should not be fully automated. Every company has a grudge-buy moment. Even pleasure-based businesses become grudge-buy businesses when something goes wrong. Technology exposes culture. If employees are fearful, undertrained, or disconnected, new tools will amplify those issues. AI transformation requires transparency. Employees need to know whether technology is designed to help them, replace them, or reshape their roles. Soft launches matter. Companies should crawl, walk, and run before rolling out new technology to the full customer base. The best service innovation helps both customers and employees. It removes friction, reduces repetitive work, and preserves the human option when it matters. The winner is not the fastest company. The winner is the company that gets the experience right. Quotes "Customers are not rejecting innovation. They are rejecting bad customer service disguised as innovation." "A faster service process can still create a terrible customer experience." "We can't only look at ease of business from our side." "The human option cannot go away when the issue is stressful, complicated, or emotional." "Every company has a grudge-buy component when a customer has a complaint." "The unknown is worse than the known. Employees need transparency around AI." "No employee likes to be caught off guard and become the punching bag for customer frustration." "The quickest company is not the winner. The company that gets there correctly is." Chapters List 00:00 — Introduction: Service Innovation vs. Customer Frustration 01:51 — Good News and Cleveland Summer 03:09 — Efficiency vs. Better Customer Experience 05:13 — What Customers Feel When Service Improves 06:24 — Warning Signs the Relationship Is Getting Weaker 07:55 — AI Support Failures and High-Stakes Service Moments 10:53 — Trust, AI, and Accuracy 13:10 — When Automation Is Too Risky 15:00 — Why Every Business Has a Grudge-Buy Moment 17:51 — What Must Be in Place Before New Service Technology Works 18:55 — How Weak Culture Shows Up Through Strong Technology 21:14 — AI Anxiety, Employee Fear, and Leadership Transparency 24:20 — Human Touch vs. Efficiency 26:33 — Where Leaders Should Start When Transformation Is Not Working 27:44 — The Future of Digital-First Service 28:24 — Final Advice: Crawl, Walk, Run 29:24 — CTA and Closing Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

Book your next trip at https://www.bestwestern.com https://fanaticsmarkets.onelink.me/3MFw?pid=jomboy&af_dp=fanmarkets%3A%2F%2Fhomepage&af_channel=partnerships&c=jomboy_fmx&af_ad=youtube&af_web_dp=https%3A%2F%2Ffanaticsmarkets.com%2F%3Fpid%3Djomboy%26c%3Djomboy_fmx%26af_ad%3Dyoutube%26utm_source%3Djomboy%26utm_medium%3Dreferral%26utm_campaign%3Djomboy_fmx%26utm_content%3Dyoutube Xfinity, get it now https://www.xfinity.com/learn/deals/offers   Talkin' Jake is joined by Peter Moylan to talk about the state of the NL East, trades that they can see going down before the deadline, Mariners piggybacking rotation and who they like to make the dance!   Event contracts carry risk of total loss and changing prices. Not good  for all investors. Not available in all states. Must be 21+. See Important Disclosures in Fanatics Markets app. Customers are introduced to Crypto.com by Paragon Global Markets, LLC, d/b/a Fanatics Markets IB, an Introducing Broker registered with the CFTC and a Member of the NFA.   Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Thanks to Surfshark for sponsoring the show. Go to https://surfshark.com/stackingb or use code STACKINGB at checkout to get 4 extra months of Surfshark VPN!Isaac Newton was one of the smartest humans who ever lived. He also bought into the South Sea Bubble, sold for a profit, watched it keep climbing, bought back in out of pure FOMO, and rode it all the way down to an 80% loss that haunted him until he died. Ben Carlson, co-host of the Animal Spirits podcast and one of the sharpest minds at Ritholtz Wealth Management, joins Joe and Anna to walk through centuries of market history -- bubbles, crashes, and the psychology that makes smart people do dumb things with money. Anna also helps a Stacker named Louie untangle his 401(k) sources and figure out whether it's finally time to bring in a professional.What You'll Walk Away WithWhy Isaac Newton's South Sea Bubble loss still ranks among history's most instructive investing failures -- and why it had nothing to do with intelligenceBen's framework for why risk means something completely different depending on where you are in your life cycle -- and why a market crash genuinely doesn't matter the same way to a 25-year-old and a 55-year-oldThe wrong lesson an entire generation learned from 2008 -- and why everyone preparing for the last crisis missed the next seventeen years of bull marketWhy Japan's three-decade stock market bubble is the best real-world case for diversification -- and why it doesn't translate as cleanly to the US as people assumeThe behavioral reason complex investment strategies are easy to sell and nearly impossible to hold through a downturn -- while simple strategies survive the painWhy Ben's firm discovered that the hardest financial transition isn't saving for retirement -- it's actually learning to spend the money once you get thereThe Beanie Babies divorce court story that perfectly captures what every bubble looks like from the outsideAnna and OG's take on Louie's four-source 401(k): why it's simpler to manage than it looks, and why "move everything to Roth" is the wrong instinct for most DIY investorsThe Roth conversion icing-on-the-cake strategy: how to use pre-tax and Roth buckets together to manage your tax bracket year by year in retirementWhy one financial pro has a surprisingly negative take on HSAs at death -- and the timing problem that makes spending one down in retirement genuinely trickyWhy This Matters NowEvery market cycle feels unprecedented while you're living through it. Understanding the actual constant -- human psychology, not headlines -- is the difference between riding out volatility and becoming a cautionary tale, smart as you might be.From the BasementBen Carlson joins Joe and Anna to walk through centuries of bubbles, crashes, and the psychological wiring that makes both geniuses and ordinary investors do the same dumb things. Doug arrives with Statue of Liberty trivia tied to America's upcoming 250th anniversary. A Stacker calling himself Louie -- and getting Anna instead of OG, much to his surprise -- asks for help simplifying his 401(k) and figuring out his Roth conversion strategy, and gets a reminder that he's already doing better than he thinks.Resources MentionedRisk and Reward: How to Handle Market Volatility and Build Long-Term Wealth by Ben Carlson -- available wherever books are soldAnimal Spirits podcast -- Ben Carlson and Michael Batnick; available wherever you listen to podcastsRitholtz Wealth Management -- referenced for prior guests Barry Ritholtz, Josh Brown, and Nick MaggiulliWhere Are the Customers' Yachts? by Fred Schwed -- referenced for the famous quote on the emotional experience of losing moneyPaul Merriman's research on asset allocation -- paulmerriman.comStacking Benjamins Vault -- stackingbenjamins.com/vaultStacking Benjamins Newsletter (The 201) -- stackingbenjamins.com/201Stacking Benjamins voicemail line -- stackingbenjamins.com/yelldownstairsStacking Benjamins Community -- stackingbenjamins.com/basementSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of Third Party Risk Perspectives, host Elliot Berman sits down with Christopher Sindik of Blue Umbrella to explore what clients are truly looking for in today's third-party risk management and due diligence landscape. From the growing demand for scalable technology platforms to increased reliance on ongoing monitoring and managed services, organizations are rethinking how they build and maintain effective compliance programs—often while being asked to do more with fewer resources. The conversation also highlights the rising importance of speed, with a notable increase in expedited due diligence requests as companies look to move faster without sacrificing risk oversight. Tune in for practical insights into how customer expectations are shifting—and what that means for building more efficient, responsive, and resilient risk management programs.

Use our code for 10% off your next set of MLB tickets on SeatGeek*: https://seatgeek.onelink.me/RrnK/TALKIN2026. Sponsored by SeatGeek. *Restrictions apply. Max $20 discount Go to http://shadyrays.com  and use code TALKIN50 for 50% off 2+ pairs of polarized sunglasses. This episode is brought to you by Samuel Adams.  https://www.samueladams.com/cheers-to-250   https://fanaticsmarkets.onelink.me/3MFw?pid=jomboy&af_dp=fanmarkets%3A%2F%2Fhomepage&af_channel=partnerships&c=jomboy_fmx&af_ad=youtube&af_web_dp=https%3A%2F%2Ffanaticsmarkets.com%2F%3Fpid%3Djomboy%26c%3Djomboy_fmx%26af_ad%3Dyoutube%26utm_source%3Djomboy%26utm_medium%3Dreferral%26utm_campaign%3Djomboy_fmx%26utm_content%3Dyoutube   Coach Trev and Talkin' Jake celebrate Trev's birthday by recapping the Yankees late comebacks vs Blue Jays, Mookie Bett's error costing Yamamoto of his perfect game, Jacob Misiorowski making history by throwing 105 and a gem, should the Braves trade for Skubal and more!   Event contracts carry risk of total loss and changing prices. Not good  for all investors. Not available in all states. Must be 21+. See Important Disclosures in Fanatics Markets app. Customers are introduced to Crypto.com by Paragon Global Markets, LLC, d/b/a Fanatics Markets IB, an Introducing Broker registered with the CFTC and a Member of the NFA.   Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

https://fanaticsmarkets.onelink.me/3MFw?pid=jomboy&af_dp=fanmarkets%3A%2F%2Fhomepage&af_channel=partnerships&c=jomboy_fmx&af_ad=youtube&af_web_dp=https%3A%2F%2Ffanaticsmarkets.com%2F%3Fpid%3Djomboy%26c%3Djomboy_fmx%26af_ad%3Dyoutube%26utm_source%3Djomboy%26utm_medium%3Dreferral%26utm_campaign%3Djomboy_fmx%26utm_content%3Dyoutube Use our code for 10% off your next set of MLB tickets on SeatGeek*: https://seatgeek.onelink.me/RrnK/TALKIN2026. Sponsored by SeatGeek. *Restrictions apply. Max $20 discount Go to http://shadyrays.com  and use code TALKIN50 for 50% off 2+ pairs of polarized sunglasses.   Xfinity, get it now https://www.xfinity.com/learn/deals/offers   Check out our Father's Day merch https://shop.jomboymedia.com/collections/fathers-day-promo     Coach Trev and Talkin' Jake recap the series across all of baseball, Tyler Callihan's 1st homer off of Ohtani, and how the White Sox have taken the lead of the AL Central!   Event contracts carry risk of total loss and changing prices. Not good  for all investors. Not available in all states. Must be 21+. See Important Disclosures in Fanatics Markets app. Customers are introduced to Crypto.com by Paragon Global Markets, LLC, d/b/a Fanatics Markets IB, an Introducing Broker registered with the CFTC and a Member of the NFA. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

If the word “recession” keeps popping up and your numbers are starting to reflect it, you can feel the pressure building. Customers are hesitating, deals are dragging on, and what used to be steady growth suddenly feels fragile. When every decision counts more than ever, it's hard not to wonder if your business is ready for what's coming. In this episode, Omar breaks down what it really takes to navigate a recession without losing momentum. You'll hear why playing it safe could actually hold you back, how to rethink your position in your customers' lives when spending tightens, and what mindset shifts can make all the difference when the economy slows down. It's a practical look at how to stay strong and intentional during uncertain times. If you're serious about protecting and growing your business through a recession, click play up top and learn how to make your next 90 days count in a big way. MBA2793 How To Recession-Proof Your Business In The Next 90 Days Recommended episode to explore: 10 Low Cost Purchases Under $200 That Changed My Business Watch the episodes on YouTube: https://lm.fm/GgRPPHi SUBSCRIBE YouTube | Apple Podcast | Spotify | Podcast Feed Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.