Podcasts about Customer service

In this episode, Stephen Schmidt interviews Rhiannon Reynolds, the founder of Ops Alchemy, who specializes in optimizing operations for real estate businesses. Rhiannon shares her journey from the pharmacy industry to real estate operations, discussing her passion for simplifying processes and enhancing efficiency. She highlights the differences between working with agents and investors, her aspirations to coach others in operational excellence, and her quest to fill the gap in operational knowledge through her upcoming book.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

This week we're diving into the customer service AI revolution with Jacob from Tidio, the customer service platform that's shaking up how brands talk to their customers.From smart chatbots to AI-powered emails, we're exploring how AI is transforming customer service - and what that means for real human agents. Can AI really be personal? Can it sell? Should we trust it with sensitive info? Tune in to find out! For companies with over 5,000 emails per month, if you sign up for a Premium plan, you'll get 3 months for free and a $5,000 discount using code WWS! Learn more here: https://www.tidio.com/wwsCheck out our awesome sponsors!Check out Yoast and get 15% off ALL monthly Shopify purchases for the first 6 months using code WWS15! https://yoast.com/winningwithshopify-exclusive/To get 50% off a product sample order & fast-track the waiting list, use code WINNING and this link: https://www.cavela.com/signup?affiliate=WINNING  Get free migration onboarding services for TaxCloud (including 3 calls, email support, and hands-on guidance!) - https://taxcloud.com/winning/ If you use Shopify and Canva, this app will save you time! https://www.seguno.com/canva-shopify-connectKey Takeaways:0:00 Today on the podcast4:45 How AI is transforming customer service10:33 Is AI Replacing Human Agents?14:02 The Role of Personal Marketing in Sales16:21 How Customer Service Can Drive Marketing Strategies24:55 How Are Customer Expectations Changing With AI?27:16 What should companies be aware of when using AI in their email?29:56 How To Make Sure AI Bots Don't Share Confidential Information34:45 AI vs the Real World36:44 Where AI will be in 5 years41:22 How To Get Your Website to Work With AISupport the show

Salesforce has announced an expanded relationship with CurrencyFair, a leading online cross-border payment and foreign exchange service, leveraging Agentforce, Salesforce's digital labour platform, to enhance its customer service. Through Agentforce, CurrencyFair will deploy an AI agent designed to augment its human customer service team by autonomously and quickly resolving common customer queries 24/7. This move will enable CurrencyFair's expert money-transfer team to focus on morecomplex and personalised support cases where it matters most. Why it's important: Ninety-three percent of service professionals at organisations with AI say the technology saves them time, allowing them to provide better support to customers. Driving the news: Irish-headquartered CurrencyFair, which manages over 100,000 customer interactions each year, is known for its exceptional, hands-on customer service, offering individuals and businesses a faster, more affordable, and secure way to send money across borders. As demand grows, maintaining this high level of service is crucial for scaling the business effectively. With Agentforce, CurrencyFair's customers will get their queries resolved more quickly, ensuring clear and accurate information is provided to them. Routine customer inquiries, such as questions about supported currencies and countries, password changes, and required documents for customer profiles, will be handled more efficiently through the AI agent's automated responses. AI agents are anticipated to assist with around 10% of customer requests, ensuring that customers receive the information they need more quickly, regardless of whether their support comes from a human or AI agent. With typical response times under 60 seconds, CurrencyFair's expert team will be better equipped to provide more complex and personalised customer support. CurrencyFair, which supports money transfers to over 150 countries with 20+ currencies, has been a long-standing Salesforce partner for over a decade. The company has deployed several Salesforce solutions, including Service Cloud, Marketing Cloud, and Tableau, to deliver a single view of the customer and an enhanced customer experience, all powered by data. The introduction of Agentforce is the next step in this ongoing partnership, further solidifying CurrencyFair's commitment to innovation and customer satisfaction. "At CurrencyFair, exceptional customer support isn't just a priority, it's the cornerstone of everything we do. Our customers rely on our team's speed, expertise, and dedication, which is why delivering timely, insightful solutions is central to our business strategy," said Jan Lorenc, CEO, CurrencyFair Ltd. "As we scale, Salesforce's powerful technology will empower us to maintain this high standard of service while enabling even deeper, more personalised support where it matters most," added Lorenc. "With Agentforce, CurrencyFair is embracing the future of customer service, where digital labour and human agents work together to provide a seamless and quality service. While agentic AI is a breakthrough technology, it delivers upon the fundamental principle of customer success and is underpinned by privacy, transparency and trust," said Niamh McArdle, Head of Ireland SMB Sales, Salesforce Ireland. "At Salesforce we are committed to helping Irish businesses of all sizes with this revolutionary technology, and are inspired by the vision that CurrencyFair has for its future with Agentforce working alongside the organisation's superb customer care team," added McArdle. See more stories here. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tec...

Jason gets started talking about where it's tough to get out of in the Metro. Then, what went wrong with his toaster? And a first-world customer service story.

Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer's handwritten card campaign to one million top customers outperformed all other marketing campaigns. Discover how a tool empowered call center teams to turn everyday interactions into loyalty-building experiences. If you think emotions can't be measured—or don't affect your bottom line—this episode proves otherwise. Connect with and learn more about innovative approaches to customer experience:  Website & Resources:  Got questions for Stacy Sherman, reach out at  Book time with Stacy through this   Access FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous    

Why in an age where we have more ways to communicate than ever before is customer service a complete disaster and getting worse year after year?

Customer service can feel like it's getting worse. Why? 

The future of government is being rewritten—and it's digital. In this insightful episode, we sit down with Aneesh Joshi and Omar Shabbir from Infrastructure Ontario (IO) to explore how cutting-edge technologies like Digital ID systems, AI, and Digital Twins are revolutionizing public services. From eliminating bureaucratic silos to creating seamless, citizen-centric experiences, Aneesh (Technology Advisory Lead) and Omar (Growth Practice Lead) break down: - Why Ontario needs a secure Digital ID—and how it could transform everything from healthcare to transit. - The game-changing potential of Digital Twins—virtual replicas of infrastructure that optimize urban planning, healthcare, and more. - Overcoming barriers to innovation in government—from privacy concerns to fostering cross-sector collaboration. - Lessons from global leaders and actionable steps for public-sector leaders to accelerate change. Whether you're a policymaker, tech enthusiast, or simply curious about the future of government services, this conversation offers a bold vision for a smarter, faster, and more connected Ontario. Tune in and discover how emerging tech is turning bureaucracy into breakthroughs.   Aneesh Joshi and Omar Shabbir from Infrastructure Ontario.   For more great insights head to www.PublicSectorNetwork.co        

This week Michael S. Malone and Scott Budman discuss the recent Salesforce Ai customer service report and other market updates.

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

Send us a textThis episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me.We dive into a wide-ranging conversation covering:The new leadership vision at NICE and what it means for the futureWhether NICE sees itself as a CCaaS platform, an AI powerhouse, or bothThe evolving role of major CRMs in the contact center AI landscapeAnd a whole lot more behind-the-scenes insight from one of the most influential CX tech companies out thereIf you're in the contact center, customer experience, or enterprise tech space, this is a must-listen. Don't miss it. Tom Laird's 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

In this episode, Tristan Bordallo is back on the show to break down more action plans for growing a trucking business! Tristan shares what small carriers are falling in the current market condition, the crucial role of hiring qualified people for cash flow and business development, how to run a successful freight operation, the impact of customer satisfaction ratings on carrier reputations, and more that you shouldn't miss!   About Tristan Bordallo Tristan has been in the trucking business for 21 years, started in LTL brokerage Diversified Transportation and became a 1099 rep after 3 months (did it for 5 yrs), co-owned an agency for Covenant Transport for 10 years , and launched his own brokerage Fr8topia and asset-based carrier Iamfr8 (6 years ago). I'm still figuring it out!   Connect with Tristan Website: https://www.iamfr8.com/  LinkedIn: https://www.linkedin.com/in/tristan-bordallo-a57860162/  

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

Crises aren't just setbacks — they're strategic moments to elevate customer experience. In this episode, Jeff Titterton, Chief Marketing Officer of Stripe, breaks down why investing in customers during uncertain times is the most resilient path to long-term growth. Drawing from his time as COO at Zendesk and insights from scaling through economic downturns, Jeff highlights how modern businesses can align product, service and marketing to unlock customer loyalty and profitability.Specifically, Jeff covers:(02:12) Aligning CS and CX with product and business strategy accelerates growth during tough times.(03:22) Customer service drives CX and reveals where the business falls short.(05:44) A crisis is the time to invest in customers and enhance service and product.(10:19) Many still see CX as a cost, not a growth driver focused on real outcomes.(12:06) Customers expect to reach you anytime, anywhere, on any channel.(15:58) Technology brings actions into the service layer, enabling fast, personalized solutions.(17:27) Aggregating CX data helps fix root issues before customers even notice them.(21:07) Show compassion to customers and colleagues in challenging times.Resources Mentioned:Jeff Tittertonhttps://www.linkedin.com/in/jefftitterton/Stripe | LinkedInhttps://www.linkedin.com/company/stripe/Stripe | Websitehttps://stripe.comZendesk CX Trends Reporthttps://cxtrends.zendesk.com/This episode is brought to you by:Leverage community-led growth to skyrocket your business. From Grassroots to Greatness by author Lloyed Lobo will help you master 13 game-changing rules from some of the most iconic brands in the world — like Apple, Atlassian, CrossFit, Harley-Davidson, HubSpot, Red Bull and many more — to attract superfans of your own that will propel you to new heights. Grab your copy today at FromGrassrootsToGreatness.comEach year the U.S. and Canadian governments provide more than $20 billion in R&D tax credits and innovation incentives to fund businesses. But the application process is cumbersome, prone to costly audits, and receiving the money can take as long as 16 months. Boast automates this process, enabling companies to get more money faster without the paperwork and audit risk. We don't get paid until you do! Find out if you qualify today at https://Boast.AILaunch Academy is one of the top global tech hubs for international entrepreneurs and a designated organization for Canada's Startup Visa. Since 2012, Launch has worked with more than 6,000 entrepreneurs from over 100 countries, of which 300 have grown their startups to seed and Series A stage and raised over $2 billion in funding. To learn more about Launch's programs or the Canadian Startup Visa, visit https://LaunchAcademy.caContent Allies helps B2B companies build revenue-generating podcasts. We recommend them to any B2B company that is looking to launch or streamline its podcast production. Learn more at https://contentallies.com#CustomerExperience #CXStrategy #DigitalTransformation #Product #Marketing #Innovation #StartUp #GenerativeAI #AI

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

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

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

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

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

From fried wires (thanks, neighborhood squirrels

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

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

Part two in my Favourite things series to finish out June. Today we are talking all things TV, what's on now that I am loving and what I can't wait for that's coming soon. See omnystudio.com/listener for privacy information.

Why do so many customer experience initiatives fail to gain traction? Often, the challenge isn't the strategy itself, but how we build bridges with skeptical leaders.CX leadership requires empathy, strategy, and communication. Stepping into a CX role means asking colleagues to embrace change, which can feel like added pressure. The most successful CX leaders recognize this challenge and approach it with empathy, connecting the dots between customer satisfaction and departmental goals—whether that's showing finance how retention boosts revenue or demonstrating to operations how journey improvements reduce costs.Effective CX leaders also make abstract ideas tangible through tools like journey mapping, customer feedback videos, and direct quotes. These bring the customer experience to life, helping leaders understand how their decisions affect the customer. By inviting participation early, you turn resistance into collaboration.Customer experience is a commitment, not a department. As your initiatives grow, position yourself as a bridge—helping others see how CX can align with their goals—and watch them adopt customer-focused projects on their own.Curious about where to focus your CX leadership efforts? Visit cxicompass.com to answer 11 simple questions and receive personalized guidance on your next steps. Your journey to organizational alignment starts with understanding that change happens with people, not to them.Resources Mentioned:Experience Investigators Website -- https://experienceinvestigators.comUltimate Guide to Customer Journey Maps -- https://experienceinvestigators.com/ultimate-guide-to-customer-journey-maps/CX Success Statement Workbook -- https://bit.ly/cx-success-workbookTake the CXI Compass™ assessment -- http://cxicompass.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

What is wrong with your customer service | Down Payment the Podcast for Used Car Dealers S4 E37Do you know what's wrong with customer service in your dealership? Here are ways you can find out and improve it!Don't miss an episode! Subscribe to Down Payment now!Visit all our sites at YouTube - @DownPaymentPodcastYouTube - @cardealeru5061X - @DownPaymentPodInstagram - @DownPaymentPodcastDon't forget to like and subscribe!

If you still think AI is just a Google replacement, you're already falling behind. Because here's the truth: AI is no longer about answering questions. It's building full-blown agents that handle entire workflows for you—freeing up your time, reducing burnout, and allowing you to scale smarter than ever before. In this episode, we sat down with Mark B, Head of AI at Geronimo, to break down exactly how AI is reshaping businesses RIGHT NOW. Here's what we're covering: -Why AI isn't a Silicon Valley toy anymore—it's mainstream, and it's here to stay -The 4 levels of AI adoption every business owner needs to understand -How AI agents are replacing admin tasks, lead research, and repetitive workflows -The exact way Geronimo is using AI to scale coaching, ad copy, and internal operations -Why 'human in the loop' is the ultimate productivity superpower -How AI will change hiring forever (and why 20 years experience may no longer matter) -The biggest traps business owners fall into when overusing AI too early -The R.I.C.E. framework to train AI tools to think like you -The real-world tools you can start using TODAY to reduce burnout and free up your team -Why empathy, leadership and human nuance will always win—even in an AI-first world -How business owners can start building their personal AI operating system for $20/month -Where the risks are (privacy, hallucinations, and the future 'dark forest' of AI) … and a whole lot more Chapters: ⏳ [00:00] Welcome to the AI Deep Dive with Mark B ⏳ [02:00] What Every Business Owner Needs to Know About AI in 2025 ⏳ [06:00] Why AI Is Guessing—and How That Powers Creativity ⏳ [09:00] The Evolution: From Google Replacement to Business Co-Pilot ⏳ [12:00] Real-World Example: AI Agents Replacing Lead Research ⏳ [16:00] The Future: Hybrid Workforces of Humans & AI Agents ⏳ [19:00] Why 'Human in the Loop' Will Always Be Essential ⏳ [22:00] Levels of AI Adoption: Search, Memory, Agents & Org Structures ⏳ [27:00] Are Jobs Being Replaced? Where It's Already Happening ⏳ [30:00] Industries on the Edge: Law, Healthcare, and Customer Service ⏳ [35:00] How Hiring Is Shifting Away From Experience to AI Fluency ⏳ [42:00] The Problem of AI Hallucinations and How to Guard Against Them ⏳ [46:00] The Jagged Frontier: Where AI Struggles (Numbers, Reasoning, Context) ⏳ [50:00] How to Customise AI Using the R.I.C.E. Framework ⏳ [56:00] Prompting Like a Pro: The Secret to High-Quality AI Output ⏳ [58:00] Real Life Example: How Geronimo Uses Custom GPTs Across the Business ⏳ [63:00] Building Inspector Gadget: Sales & Coaching Call Scoring ⏳ [70:00] Why AI Is Helping Humans Focus On What Actually Moves The Needle ⏳ [73:00] Ending Burnout: The 3 Ways Business Owners Should Start Using AI ⏳ [80:00] Why Fitness Studios Are In The Perfect Industry To Augment AI ⏳ [87:00] Live Q&A: Bots, Sales, Websites & Predicting Member Behaviour ⏳ [98:00] The Non-Negotiables For Business Owners Moving Into An AI Future Hope you enjoy! Want free resources? DM over on IG @hey.doza with ‘books' for my personal recommendations or ‘non-negotiables'. https://www.youtube.com/@GeronimoUnfiltered WANT MORE: To say thank you for listening to the pod we'd like to gift you a FREE session to brainstorm a 3 Step Action Plan for your gym or fitness studio so you know EXACTLY what step you need to take to grow. Book in yours: https://link.wingmancrm.com/widget/bookings/geronimo-3-step-action-plan Connect with us: Geronimo: https://www.instagram.com/thegeronimoacademy Doza: https://www.instagram.com/hey.doza

What happens when your organization's biggest strategic challenge isn't technology, process, or budget but just getting everyone to play for the same team?In this episode of The Only Constant, Ben Cook (Head of Global Customer Service Strategic Transformation at Ford) discusses with Nellie Wartoft how to build more than surface-level alignment for the strategic direction your organization must follow. Connect with:⁠⁠⁠⁠⁠⁠⁠⁠Nellie Wartoft⁠⁠⁠⁠⁠⁠⁠⁠CEO of ⁠⁠⁠⁠⁠⁠⁠⁠Tigerhall⁠⁠⁠⁠⁠⁠⁠⁠Chair of the ⁠⁠⁠⁠⁠⁠⁠⁠Executive Council for Leading Change (ECLC)⁠⁠⁠⁠⁠⁠⁠⁠nellie@tigerhall.com

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guest who's chosen to stop their day to visit our location.  Episode 181 The team Isn't jelling, big super clean and locking cart syndrome This is C.T.C.S.Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-like-it-s-live--4113802/support.

In this episode of the Kaya Cast Podcast, Tommy Truong sits down with Scott Prisco, founder of Priscotty, to dive deep into the world of cannabis delivery services. Scott shares invaluable insights on when dispensaries should consider adding delivery — emphasizing the importance of having a solid tech stack, trained staff, and operational control before expanding. They explore the economics behind starting a delivery service, from startup costs to expected revenue uplifts, and discuss the pros and cons of partnering with third-party providers versus running delivery in-house. Scott also sheds light on customer experience management within delivery operations and the evolving cannabis market with a focus on health and wellness products. Whether you're launching your first store or looking to scale, this episode provides thoughtful guidance to help you strategically grow your cannabis business through delivery. Tune in to learn how to balance risk, optimize resources, and set your dispensary up for long-term success. Find out more about Priscotty at:https://www.priscotty.com/https://www.linkedin.com/in/scott-prisco/https://www.linkedin.com/company/priscotty/ 00:00 Introduction to Kaya Cast00:11 When to Consider Delivery for Your Cannabis Business03:22 Operational Challenges and Solutions04:38 Financial Expectations and Costs of Delivery Services09:23 Third-Party Delivery Providers: Pros and Cons11:53 Customer Service and Delivery Logistics18:54 E-commerce and Health-Focused Cannabis Products25:11 Conclusion and Final Thoughts27:10 Budtender Spotlight and Closing Remarks #kayacast #cannabis #tips #dispensaries #business #podcast

What does it mean to be 'hooked on customers?' How does it propel businesses into action?   Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of customer-centric businesses and why having a clear brand purpose is crucial for CX success. Uncover the truth about linking customer metrics to employee pay and why consistency in leadership behavior is the biggest differentiator in CX performance. There are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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