Podcasts about his wall street journal

Kyle McDowell has a clear mission: crush the deep-rooted dysfunctions so many organizations passively accept. During his incredibly successful run in corporate America, Kyle McDowell's leadership legacy was born from delivering superior results, empowering leaders, and driving massive cultural transformations. His Wall Street Journal and USA Today bestseller, “Begin With WE”, delves into the root causes of business dysfunction, offering a remedy through The 10 WEs framework. Rather than outsourcing solutions or ignoring cultural challenges, Kyle elevates leaders and sparks massive change within organizations by adopting a mindset that prioritizes “WE” over “I,” “you,” or “me.” kylemcdowellinc.com Sageintl.com

Former Fortune 10 Executive turned inspirational speaker, bestselling author and leadership coach Kyle McDowell is on a quest to create cultures of excellence and reignite leaders' passion and purpose. With nearly three decades of experience leading tens of thousands of employees at some of America's biggest firms, McDowell's philosophy is rooted in his trademarked principles, The 10 WEs. While today's workforce is plagued with uncertainty and apathy, his strategy is simple - Begin With WE.McDowell's mission is clear: crush the deep-rooted dysfunctions so many organizations passively accept. During his incredibly successful run in corporate America, McDowell's leadership legacy was born from delivering superior results, empowering leaders, and driving massive cultural transformations. His Wall Street Journal and USA Today bestseller, Begin With WE, delves into the root causes of business dysfunction, offering a remedy through The 10 WEs framework. Rather than outsourcing solutions or ignoring cultural challenges, McDowell elevates leaders and sparks massive change within organizations by adopting a mindset that prioritizes “WE” over “I,” “you,” or “me.” McDowell's insights have earned him invitations to speak at prestigious business, educational, and nonprofit institutions, and his expertise has been featured in major national publications, including The Wall Street Journal, Forbes, and Inc. Magazine. Webpage: https://kylemcdowellinc.com/Connect and tag me at:https://www.instagram.com/realangelabradford/You can subscribe to my YouTube Channel herehttps://www.youtube.com/channel/UCDU9L55higX03TQgq1IT_qQFeel free to leave a review on all major platforms to help get the word out and change more lives!

Tired of the endless hustle without clear direction in your business journey? It's time for a fresh perspective. In this episode, Mark Drager interviews James Altucher, a Top 10 LinkedIn Influencer, bestselling author, successful entrepreneur, and venture capitalist. James has co-founded 20 companies, sold several, and advises over 30 different companies across various industries. His Wall Street Journal bestselling books, including "Choose Yourself," have made a significant impact, with USA Today ranking "Choose Yourself" second among the 12 Best Business Books of All Time. James shares his revolutionary "Skip the Line" philosophy—a method that challenges conventional wisdom and accelerates your path to success.  Whether you're just starting out or looking to elevate your game, James' unconventional approach will inspire you to rethink the rules and take bold steps towards your goals. Today, you'll learn: Why the 10,000-hour rule is outdated and how to fast-track your expertise Why assuming you're the "stupidest person you know" can lead to smarter investment decisions How to leverage the "10,000 experiment rule" to outpace traditional learning methods How to turn setbacks into compelling stories and valuable lessons Why energy management is crucial for mastering difficult skills Strategies for mitigating risk and staying in the game long-term The importance of passion and obsession in achieving greatness How to use creative experiments to gain years of experience in days Why being different is more valuable than being marginally better Tips for developing a unique approach in crowded industries The unexpected benefits of putting yourself in uncomfortable situations How to apply the concept of "covers" to innovate in your chosen field The balance between mastering fundamentals and innovating in your field Follow Mark: LinkedIn: https://hi.switchy.io/markdrager Instagram: https://hi.switchy.io/KcKi Want more free tools? Go to our podcast page at https://hi.switchy.io/KcKe  

In this episode of The Ethics Experts, Nick welcomes Joey Coleman. Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his First 100 Days® methodology for improving customer and employee retention with organizations around the world (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best selling book, Never Lose a Customer Again, shows how to turn any sale into a lifelong customer and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. Connect with Joey: https://www.linkedin.com/in/joeycoleman1/ Never Lose a Customer Again: https://amzn.to/3WHOTME

Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improve their profits.His Wall Street Journal #2 best selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he's spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his amazing wife and two young sons.SHOW SUMMARYIn this episode of Selling From The Heart, Joey Coleman joins Larry Levine and Darrell Amy on the Selling From the Heart podcast to discuss the importance of building strong relationships with both customers and employees. He emphasizes the need to move from transactional to transformational relationships and shares insights from his research on the first 100 days of a customer's experience. Joey also highlights the connection between employee experience and customer experience, and offers practical strategies for improving both.KEY TAKEAWAYSBuilding personal and emotional connections with customers is essential for transforming transactional relationships into transformational ones.The first 100 days of a customer's experience are crucial for establishing a strong foundation and reducing fear, doubt, and uncertainty.Handoffs between salespeople and account managers can be improved by ensuring clear communication and maintaining emotional connection.Employee experience is just as important as customer experience, and everyone in the organization plays a role in creating a positive work environment.Salespeople have the opportunity to improve employee experience by elevating the status of their colleagues and recognizing their contributions.QUOTES"Selling from the heart is all about looking for the opportunities to not only identify, but develop and reinforce personal and emotional connection with the people we interact with." - Joey Coleman"When a human makes a purchase, their brain floods with dopamine. But almost as quickly as that dopamine floods their brain, it starts to recede, replaced by feelings of fear and doubt and uncertainty." - Joey Coleman"If the customer feels that the salesperson is still emotionally connected, is still involved, this can be something as simple as one of my favorite tools for handling this." - Joey Coleman"Happier employees equals happier customers. If your customers hate interacting with you, chances are your employees are going to hate coming to work." - Joey Coleman"We all play a role in employee experience. What's interesting is most of us have never thought about that." - Joey ColemanLearn more about Joey Coleman: LinkedIn: https://www.linkedin.com/in/joeycoleman1/Learn more about Darrell and Larry: Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/Website: https://www.sellingfromtheheart.net/Got a video about how you sell from the heart? Share it by texting VIDEO to 21000.Please visit https://www.sellingfromtheheart.net/ book to pre order your copy of the rerelease of the Selling from the Heart book. SUBSCRIBE to our YOUTUBE CHANNEL! https://www.youtube.com/@UCi6OCvGpgQjg8YXg0Hst4NAPlease visit WHY INSTITUTE:https://whyinstitute.com/Please go to WORK BETTER NOW:https://www.workbetternow.com/Click for your Daily Dose of Inspiration:https://www.sellingfromtheheart.net/dailyCheck out the 2023 Authentic Selling Challenge:https://authenticsellingchallenge.com/Get your Insiders Group FREE PASS here:https://www.sellingfromtheheart.net/free-pass

Key TakeawaysThe coffee bean story: A powerful metaphor for transformation, highlighting the ability to change one's environment and circumstances.The power of hope: Emphasizing the importance of maintaining hope, even in the darkest of times, as it can lead to personal growth and becoming the best version of oneself.The one-inch line: Learning to focus on what can be controlled, such as thoughts, words, feelings, and actions, leading to a transformative shift in perspective.The impact of belief: Damon's collaboration with influential coaches and renowned motivational speaker John Gordon showcases the power of belief and staying true to one's message.Becoming a problem solver: Encouraging the development of problem-solving skills to break free from mental prisons and overcome challenges.In This Episode:[04:38] Damon's descent into addiction and criminal activities[08:19] Mr. Jackson's story of the coffee bean[10:56] The power of hope and belief[12:39] Becoming a coffee bean in prison[16:15] Infecting with positive energy[19:14] The gift of the serenity prayer[20:50 The wisdom to know the difference[25:59] The mission after prison[28:21] The phone call that changed my life[30:59] Choosing a word of the year[38:19] Becoming a problem solver[39:18]The hardest prison is in your mindNotable Quotes[02:45] “The longer you hold on to a bad belief system, the harder it is to get rid of. In fact, the truth is, bad belief systems usually go out and they're very hard to change.” - Damon [09:10] “I can do this because I understand I have three choices. I have the choice every day of how I want to see the world. Do I want to be sad, mad, mean like the egg? Or do I want to be a positive person like the coffee bean and change the pot of boiling water into a pot of coffee?” - Damon[12:57] "Hope is a good thing. Every human being has to have hope because if you don't have hope, you've got nothing.” - Damon[29:48] “Growth follows belief. You have to believe in yourself before anybody else will believe in you and subscribe to you.” - Damon[39:51] Do not become a prisoner of your mind. That is the hardest prison to walk out of." - DamonOur GuestDamon West, M.S. in Criminal Justice, is an accomplished college professor, renowned international keynote speaker, and Wall Street Journal best-selling author. His transformative work, "The Coffee Bean: A Simple Lesson to Create Positive Change," earned a spot in Forbes' "Top Twenty Books You Need to Read to Crush 2020." Damon's life journey, detailed in "The Change Agent," reflects his remarkable transformation from a college quarterback to a methamphetamine addict. He emerged from seven years in prison with a new perspective, sharing a message of redemption and hope. Damon's impactful message has reached major corporations, sports teams, and the U.S. Army. His Wall Street Journal bestseller, "The Locker Room," is slated for a film adaptation. Damon's passion for the "Coffee Bean" concept continues to change lives worldwide. His most cherished roles are being a loving husband to Kendell and a devoted stepfather to Clara.Resources and LinksWin Monday Community (join here)Win Monday CommunityPaul EpsteinPaul's New Book: Better Decisions FasterPaul's Confidence QuizPaul's WebsitePaul's LinkedIn to ConnectPaul's Instagram to FollowDamon Westhttps://www.linkedin.com/in/damon-west-685168152/https://damonwest.org/https://www.instagram.com/damonwest7https://www.facebook.com/damonjosephwesthttps://twitter.com/damonwest7MentionedThe Shawshank Redemption: https://en.wikipedia.org/wiki/The_Shawshank_RedemptionCool Hand Luke: https://en.wikipedia.org/wiki/Cool_Hand_LukeThe Energy Bus: 10 Rules to Fuel Your Life, Work, and Team with Positive Energy: https://www.amazon.com/Energy-Bus-Rules-Fuel-Positive/dp/0470100281The Coffee Bean: A Simple Lesson to Create Positive Change: https://www.amazon.com/Coffee-Bean-Simple-Lesson-Positive/dp/1119430275

Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his first 100 Days® methodology for improving customer and employee retention with organizations around the world, for example, Whirlpool, Volkswagen Australia and Zappos.   His Wall Street Journal #2 best-selling book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, shows how to turn any sale into a lifelong customer. And his upcoming book, Never Lose an Employee Again: The Simple Path to Remarkable Rention, details a framework companies around the world can use to reduce turnover and increase employee engagement.   Questions •  Could you tell us a little bit about that book – (Never Lose a Customer Again)? And then we can go into the new one that you recently launched. •  And your book (Never Lose an Employee Again) focuses on the phases that you should use to try and retain these employees. And those phases are Assess, Accept, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. So, can you just give us maybe a brief summary on each of those and why it's relevant?  •  Could you share with us what are some of your favourite things you've seen brands do to create the kind of culture that you're talking about where employees are advocates? •  What is the one online resource, tool, website or app that you absolutely cannot live without in your business? •  Can you also share with us maybe one or two books that you have read, could be books that you read like a long time ago, or even ones that you've read recently, but they have had a great impact on you. •  Now can you also share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. •  Where can listeners find you online? •  Now, Joey, before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you got derailed or demotivated, it kind of helps to get you back on track.   Highlights   About Joey's Books – Never Lose a Customer Again & Never Lose an Employee Again  Me: So, let's start off with a little bit about your first book, Never Lose a Customer Again, for those of our listeners that may have just recently started listening to our podcasts and unfortunately weren't able to tap into that awesome episode. Could you tell us a little bit about that book? And then we can go into the new one that you recently launched.   Joey shared that so about 5 years ago, he wrote a book called Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. And the premise of this book is that we spend so much time trying to find new customers that we forget to pay attention to the customers that we've already acquired, people who have already raised their hand and said, “I want to do business with you.” The premise of that book is based on some staggering research that they both did, and came across that showed that somewhere between 20% and 70% of new customers will decide to stop doing business with you before the 100 day anniversary of becoming a customer.  So, as quickly as you're bringing customers in the front door, they're running out the back door. And the book outlines a framework that's based on 20 plus years of his experience as a consultant and speaker and agency owner. And it outlines a framework for how do we navigate our customer through eight phases of a journey, where we're creating the kind of remarkable experiences that will keep them coming back for more.    Me: Alright, so before we actually started the official recording, you and I were kind of having an informal discussion as it relates to employee experience and your new book, Never Lose an Employee Again: The Simple Path to Remarkable Rention, really focuses on what are some strategies, what are some tools, you've provided us with a great framework as to how it is that organizations can keep talent that is really impactful to the organization and they won't leave, because at the end of the day, the employees grow, the company grows. So, can you tell us a little bit about this book? And then I have some more specific questions I want to ask you based on my own reading as well.   Joey shared that he often thinks of customer experience and employee experience as being two sides of the same coin. We can't expect to have a remarkable experience for our customers if our employees aren't delivering that remarkable experience.  And the way our employees deliver remarkable experience is they have a context for what that is and they have a framework for how to continue to deliver that to the people they serve. Interestingly enough, when he set out to write this book, he had that first 100 days research from his first book in mind, and when he went and looked at the parallels in the world of employee experience, he found that they were shockingly similar, that same significant percentage of people who leave as a new customer in the first 100 days was mirrored in the world of employees who start a new job, and then quit that job before the 100 day anniversary.  In fact, depending on which research you looked at, it was again somewhere between 20% and 70%. And these numbers he found to be absolutely staggering. He thinks many organizations have felt the pain of an employee leaving, but very few organizations are paying attention to the speed at which employees are leaving, and the myriad reasons why employees are leaving so that we can hopefully develop frameworks and structures and philosophies and methodologies that will keep our employees engaged and retained for the long term.    Never Lose an Employee Again – Phases You Should Use to Try and Retain Employees Me: Yes, and your book (Never Lose an Employee Again) focuses on the phases that you should use to try and retain these employees. And those phases are Assess, Accept, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. So, can you just give us maybe a brief summary on each of those and why it's relevant?    Joey stated absolutely. And he'll try to go through these quickly because there are 8 of them, we could spend an entire podcast talking about any one of these phases. But for context before he describes them, the reason they all start with the letter A is he wanted folks to kind of have this thought that if your employees felt you were succeeding in each of these 8 phases, it's like getting straight A's on your report card in school, you're doing a great job, and you're worthy of continuing to be advanced, because you're delivering a great experience.  So, the first phase is the Assess Phase. This is when a prospective employee is trying to decide whether or not they want to come work with you. They're looking at your job descriptions, your want ads, the about us page on your website, the careers page on your website. They're submitting an application, they're going through your interview process, they're sharing their resume, you're doing reference checks, all the things that lead up for an employer to decide whether or not they want to hire this specific person. And the time period where the potential employee is also assessing whether or not they want to join your enterprise.  We then come to phase two the Accept Phase. In this phase, the employer extends an offer, and if we're lucky, that desired candidate accepts our offer.  We then move to the Affirm Phase. Now, this phase occurs immediately after the new employee has decided to accept the job offer. And he's sure all of Yanique's amazing customer experience experts are very familiar with the concept of buyer's remorse. What they may not be as familiar with is the concept of new hires remorse. It's the same thing as buyer's remorse, it's scientifically proven that this happens anytime someone accepts a job offer, they begin to doubt the decision they just made. And in the affirm stage, we need to reaffirm their choice to counterbalance that fear and doubt and uncertainty they're naturally feeling and in their new hires remorse stage.  We then come to phase four, the Activate Phase. Now, of all the 8 phases, this is the only phase that is limited in its duration, first day, and that day is the first official day on the job.  What is it like you come to work for that first day?  And in the immortal words of country music legend Bonnie Raitt, “Have you given us something to talk about?” Because every employee is going to go home that night to their spouse, their significant other, their children, their parents, their roommate, whoever it is in their life, and that loved one, the first question they're going to ask when they come through the door is, how was your first day at work?   How are your employees going to answer that question? Have you created such a remarkable experience on that first day that they have something to talk about?  We then come to the Acclimate Phase, phase 5. Now, the acclimate phase starts on the second day on the job and can last for weeks or even months as the new employee gets used to your way of doing business. They learn the various roles and responsibilities they're going to have, they understand better the requirements of what they're supposed to do, they understand the relationships with their co-workers and colleagues, and how all those pieces fit together for them to be great at their job. They're also learning your tools and your cadence of communication, and the chain of command and the various things of how your business operates. We need to hold our employees hands while they acclimate to the job and too many employers just kind of push the employee into the deep end of the swimming pool and say, “Well, just go ahead and swim.” Instead of taking care of them and making sure they understand what's happening.  We then come to phase 6, the Accomplish Phase. This is when the new employee achieves the goal they had when they originally decided to accept your job offer. See, every employee has a vision of what this new career will be like. Whether that will be more responsibility, more autonomy, more opportunities to develop new skills, they have a vision of what they're hoping to accomplish. The challenge is most employers not only don't know what that vision is, but they're not paying attention to the employees progress as they track towards achieving those goals. If we don't do that as organizations, we can't celebrate with our team members when they accomplish their goals.  We then come to phase 7, the Adopt Phase, this is when the employee becomes loyal to you and only you, they're committed, they're not going to look for jobs elsewhere, they're not listening to those calls from head-hunters or recruiters that want to hire them away. Almost every business on the planet desires adopters. But what's fascinating is very few businesses do anything to acknowledge when an employee becomes an adopter. We have a tendency to take those employees for granted, even though they are the lifeblood of our enterprise. And if and only if, we've helped to hold our employees hands through those first 7 phases do we have the right, the privilege, the honour of having them transition to the eighth and final phase.  The Advocate Phase, where our employee becomes a raving fan for us, singing our praises far and wide. They're going on glass door and writing reviews. Anytime we have a new position open, they're recruiting their best colleagues, the people they've worked with in the past, the smartest humans they know to come apply for this job because they know it's a great place to work and they want amazing people to work there with them.  The way he always test with business owners who say to him, “Oh, Joey, a lot of our teammates are advocates. And so many of our people are advocates.” He'll say, “Great. Here's a little test to see if that's true or not. The last time you had an open position in your organisation, what percentage of the candidates you interviewed were direct referrals from your existing team members?”   What's interesting is those people who were previously saying, oh, everyone's an advocate….kind of go, well, actually, no one. So, he's like, well, then you really don't have as many advocates as you think you do.  So, those are the 8 phases and the last thing he'll say on this is that when an employee is promoted, they go back to the beginning, they go back to that assess phase, trying to decide, “Is this a promotion I want? What am I going to do? Okay, I'll accept the promotion. Oh, should I have accepted the promotion, I liked my old job. But this new job even though it maybe comes with more money or a better title, it also comes with a lot more responsibility and a new learning curve.” And then we've got to hold their hand and acclimate them. And what happens is the longer an employee is with the organization, the more they cycle through these phases, yet, most organizations aren't paying attention to the fact that the employee is going back to the beginning. And we have an opportunity to reengage and reconnect with them as they navigate through the 8 phases the next time.    Me: I love those phases and I love that question that you asked, like that really puts them on the spot and makes them practically say, “Okay, do we really have advocates in this organization?”   What Brands Joey Has Observed Creating a Culture Where Employees are Advocates  Me: Now, Joey, could you share with us what are some of your favourite things you've seen brands do to create the kind of culture that you're talking about where employees are advocates, especially in this remote driven world that we have, I mean, the pandemic and COVID has definitely changed how organizations are approaching their business models, many of them are taking on a more hybrid approach. I know, for example, in Kingston, Jamaica here, you do have some forward thinking organizations who genuinely recognize that their employees can still be just as productive or even more working from home but then you find you have some dinosaurs who still believe people need to physically sit in traffic and go to work from 8:00 am to 5:00 pm, and they just need to see the people in the office to know that they're doing the work. But what are your thoughts on that?   Joey stated that Yanique is correct. There's still a lot of dinosaur era thinking going on in many organizations today, despite the fact that we have proven both statistically and across almost every industry on the planet, that remote work is just as effective, if not more effective than in person work. In fact, most of the research and the studies show that when employees work from home, they are more productive, they are more engaged, they are happier, and they feel a stronger connection to the fact that they are able to balance their work with their life.  So, if your organization isn't actively pursuing, at the very least hybrid, if not pure, remote work, he can set a stopwatch for how much longer you're going to be in business. It's just the reality that the landscape has changed. If we were to roll the clock back, and he was to say to you, “Yanique, you can still run your business, but you're not allowed to use the internet.” Most businesses would be like, “Oh, my God, how am I supposed to function?” This is a fundamental aspect of business, remote work, work from home, non-centralized, come to an office work. When we get about, he thinks 10 years down the road, it's going to feel like saying to someone, you can't use the internet, saying to someone you have to come to the office is going to be the equivalent of a shock to the system and a foolish statement as saying, you have to run your business without using electricity, or the internet or a phone. The ship has sailed, this is over.  Now, when you asked him about his favourites, it's kind of a tough question because there are over 50 case studies in the new book from all 7 continents. And so, asking him to pick a favourite is kind of tough, but here's what he will tell you is a common thread, especially amongst the organizations that are recognizing the benefits of hybrid and or remote work. And that is that in an increasingly digital era, the smartest companies in the planet are making sure to invest in analogue interactions to attach to and be compatible with their digital interactions. What does he mean by that?   Well, if you've got everyone working remotely, and you're not having that office water cooler time, and you're not having everybody come to the same office, while it is beneficial for your productivity and your engagement and your employee happiness, they're still humans. So we need to find ways to build additional connection with them, that transcends the digital sphere. So, that could be sending gifts to their house, it could be hosting in person events every once in a while maybe, a group gathering twice a year, most of the research shows that if you have a fully remote team, you should strive to get together in person at least twice per year with the whole team.  But here's the secret on that, it's not about getting together in person to have meetings and to do work, it's about getting together to create connection. So, one of the companies that he profiled in the book is LEGO Corporation. Most folks listening are familiar with LEGO the children's toy, or the adult toy in his case, he loves building, he was building LEGO sets this weekend. And his 2 boys who are younger came up and they were like, “Daddy, can we help build too?” To show you, he was building on his own and then they wanted to play and he included them, and it was great fun.  But LEGO does something where every year they have a play day. Now, LEGO is a company that makes toys. So, of course they believe strongly in the concept of play. And every year they shut down all of their offices globally, for a full day, all their stores, all their corporate headquarters, all of their factories, and everyone comes together and what do they do that day?  They play, that's all they do.  They don't have team meetings, they don't talk about the vision of the future, they just play. And in interviews with LEGO employees globally, when you ask them what one of their favourite kind of traditions or rituals within the organization, they say that the LEGO Play Day is something they think about all year leading up to it. Humans are not that complicated, we like the idea of social interaction, we like the idea of play, we like the idea of getting to know people personally so we can have a personal and emotional connection with them, not just a work connection.   Me: I agree. That kind of dovetails nicely into my next question, Joey because with your new book, Never Lose an Employee Again and I find a lot of times when I talk to some of my clients, especially not necessarily those who are in a HR function, but even the business owners themselves. They will grapple or struggle with the fact that if they're losing employees, they believe it's a lot of times monetary. And I have found that a lot of times when an employee has reached a point where they're resolute in their decision to say I want to leave this company and go somewhere else, even if they're offered more money, they still wouldn't stay, they'd still leave. So, I believe that a lot of them would look forward to more non-monetary benefits, like simple to the example you gave about LEGO, a simple play day something that people look forward to, it's our sense of community, you get to meet and connect with people. And to me, there is no dollar value that you can put on those types of experiences. So, I guess my question is do you agree with me?   Joey stated that only 100% does he agree with everything Yanique just said. It's really fascinating, if we look at the research that has been done on why employees leave, the typical study on why employees leave is based on a sample set of somewhere between 200 and 500 respondents. Now, if you know anything about statistics or anybody listening has experience with statistics, a sample set of 200 to 500 results is not nearly as robust, as if that number were larger, and arguably significantly larger.  In doing the research for the book, they came across some studies that had been done by the Work Institute, where they interviewed 234,000 employees who were quitting their jobs and asked them, “Why are you quitting?”   Now, many business owners around the world will say, “Well, my employee quit because they got more money somewhere else are someone's going to pay more money somewhere else.” They make it all about the dollars, all about the money. But the research doesn't show that to be true. Only 9% of employees globally, quit for more money.  So, then that led him to wonder what about the other 91%?  Why are those people quitting?  And what this research found from the Work Institute was that the number one reason, the greatest reason given 23% of the respondents, so almost two and a half times the number of people quit for this other reason. And that reason was, they didn't see a clear path forward for their career at that organization. They didn't know what their next job was going to be. So, when we as employers, an employee comes in, and they're like, “Oh, I'm going to leave” and we're like, “Oh, we'll pay you more, we'll give you more benefits, we'll give you a better title.” These are not the things they're looking for. So, it's kind of like we're offering them things that at this point in the game really don't matter as much. And it almost feels insulting, because we're not listening to why they're leaving.  Instead, we need to move the conversation forward. We need to have the conversation before they come to us saying, “I want to quit” and have a conversation around…. “What are your goals as an employee? We have goals for you as your employer, things we'd like you to do. But what are you hoping to accomplish in your life? Are you trying to get out of debt? Are you trying to be more fit? Are you trying to start a family? Are you trying to buy a house? Are you trying to take care of ageing parents? Are you trying to go on vacation? What are the things that are goal? Are you trying to run a marathon? What are your goals? What are the things you're hoping to achieve?"  And then as employers, we need to look for opportunities to support our people in those goals as well. See, for all too long, he thinks we've had this belief, “we” meaning most organizations globally, that well, there's business and there's personal. And when you're at work, we've just want you to focus on the business, don't bring your personal life to work. But what's interesting is almost every employer on the planet expects you to think about work when you're not at work. They expect you to answer emails, to have your phone on you, we need you to work a couple hours late or if you're going on vacation, we might need you to do one or two calls.  The business has no problem asking the employee to chip into their personal time to do business related work. But God forbid we ask the business to allow the employee to chip into their business time to do personal things. For some reason we think that's offensive or improper.   Humans are humans, he would posit this, the employer of choice in the future is going to be the employer who pays as much attention to what happens in their employee's life between 5:00 pm and 9:00 am as they do compared to what happens in that employee's life between 9:00 am and 5:00 pm.    Me: Agreed 100% Joey, I am there with you.   App, Website or Tool that Joey Absolutely Can't Live Without in His Business When asked about online resource that he cannot live without in his business, Joey shared that since the last time they had a podcast was about 5 years ago, he must confess he's not 100% sure of all the specific answers he gave then. But the one online tool that he's using right now that he finds increases efficiency and productivity, but also makes for he thinks a pretty great experience is the online scheduling tool Calendly.  And the reason why he loves it, because often, as he's sure you do, he has folks saying to him, “Joey, we'd like to arrange a time to connect, we want to have a call, we want to talk about a project, we want to talk about a future speech.” Because he spends most of his days giving speeches. “We want to interview you for a podcast.” Whatever it may be, when he can send them a link that allows them to see the days he's available and it syncs up beautifully with his calendar, it makes everybody's life faster, and more efficient, and more seamless. There isn't the back and forth of, “Well, what about next Tuesday at three?” “Oh, I can't do that.” “What about Thursday at nine?” “Nope, I can't do that.” “What about the following Tuesday?” And it makes things work better, so he's a big fan of Calendly.   Books that Have Had the Biggest Impact on Joey When asked about books that have had a great impact, Joey jokingly stated that this is a completely unfair question only because he loves reading books. He tries to read a book a week, there are so many wonderful, wonderful books out in the world that he absolutely loves. So, he'll give an example of a book that is in the customer experience space, because he knows a lot of listeners spend most of their time in the CX space. And then he'll give one that's in the employee experience space since that's what they've been talking about.  So, in terms of the customer experience, he absolutely loved the book Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak. An amazing book, it's been out not even a year yet, it came out earlier this year in January of 2023. Fantastic book, incredibly well written, Brittney Hodak is very much an emerging but also a well-established voice in the CX space. She's smart as a whip, she's got an amazing story. She's incredibly talented. If you're not paying attention to Brittney Hodak and if you haven't read her book, Creating Superfans, go check it out, you will not be disappointed.  Now, on the employee experience side, he would look to the book, How to Work with (Almost) Anyone: Five Questions for Building the Best Possible Relationships by Michael Bungay Stanier. Now, what he loves about Michael's book is it helps us with very practical tools for creating better connection, and better relationships with the people we work with. It's a fast read, but it's a powerful read, how to work with almost anyone.  Michael is smart as a whip, he's an amazing human being, he's been there, done that, got the T-Shirt. And he just has a really tactical, yet powerfully thoughtful premise in this book, that we need to be spending more time investing relationships we create with our colleagues and our co-workers and really diving into the relationship side instead of just, “Oh, well they work at the same place as I do. And so, we have to interact with each other.” He's about building the relationships. So, How to Work with (Almost) Anyone by Michael Bungay Stanier is absolutely fantastic.    What Joey is Really Excited About Now! When asked about something that he's really excited about, Joey shared that there's so many. He's an excitable guy, you probably pick up on that and anybody who's listening to the conversation. There's so many things he's excited about, right now he would say the thing that he's most focused on is getting the word out about this new book. He's so excited about the response, the book debuted at number 5 on the Wall Street Journal Bestseller list. There is clearly a need for employee experience enhancement globally. And just the chance that he gets to speak at events, to do workshops for individual companies to help them get better at both engaging and retaining their people has him incredibly excited.  They're delving into exploring creating some customized workbooks that folks will be able to avail themselves of and purchase that are going to really bring the ideas in the book. He likes to think the book stands alone by itself and that it gives you as Gary Vaynerchuk would say, it gives a high picture strategy, but it's also tactical on the ground thing you can do. One of the challenges of writing the book is that you can't fit everything you want into the book because otherwise the book would be 10,000 pages long. So, he's excited to create more tactical tools that people can use on an almost weekly basis. Like what is the thing we're going to focus on making our employee experience better this week and give people those kinds of ideas and suggestions so that we can make it more fun to go to work. We can create more play, we can have more excitement with the things we do.  Yeah, you mentioned something about Gary Vaynerchuk just now, but you chipped out for a bit. So, could you repeat that part for me, please? Joey stated that he was going to say, Gary Vaynerchuk has this really interesting concept of dirt and clouds. This idea that we want things that are very tactical and practical that we can do down in the dirt, but we also want big picture strategy. We want things that are kind of in the clouds, kind of the 35,000 foot view and it's something that he really tried to create in the book, which is there is strategy in the book, but there are also really tactical things you can do. One of the things he's excited about is adding even more examples on the tactical side available as workbooks and downloads and things like that that people can access to continue to work at enhancing their employee experiences on an ongoing basis.    Where Can Listeners Find Joey Online? Never Lose an Employee Again: The Simple Path to Remarkable Retention – Hardcover – e-book – Audiobook Website – www.joeycoleman.com LinkedIn – Joey Coleman               Quote or Saying that During Times of Adversity Joey Uses When asked about a quote that he tends to revert to, Joey stated that he doesn't necessarily have a quote that he comes to, but in those scenarios, he likes to try to get very clear on what the situation is they're dealing with. Let him explain that a little bit. He used to be a Criminal Defense Lawyer, and so his job used to be to keep the wrongfully accused out of prison. And if he misspoke, now he's a full time professional speaker, but in those days, speaking in the courtroom, if he misspoke, someone went to prison. And that usually meant they went to prison for a long time. So, whenever he's faced with a challenging situation, he asked himself two questions. Number one, “Did anyone die in this scenario we're dealing with? Is there a death that has happened?” And thankfully it's very rare that he would ever answer that question yes, usually no one has died. The second question that he ask is, “Did anyone go to prison without the possibility of parole in the future?” Because if you go to prison without the possibility of parole, you've got a really big problem. If someone has died, you've got a really big problem. But if no one died and no one went to prison without the possibility for parole, you actually don't have that big of a problem. You've got a situation, you've got a circumstance, you've got something you maybe need to focus on or address.  But he finds that that criteria of evaluating the situation allows him to keep some perspective on how much he should be getting worked up or frustrated or angry about a scenario. And instead say, “This could be a lot worse. This is a challenging time to move through. But the consequences aren't that terrible and irrevocable that we're not going to be okay on the other side.”   Me: I like it. I've asked this question to over 150 guests because we're approaching close to 200 episodes for this podcast. And it's amazing that most guests would give maybe a motivational quote, not necessarily ask themselves a question. So, it's interesting the perspective that you take because then you're able as you identified to really recognize is this really an issue that we need to be raising our blood pressure and losing our mind, or can we just adjust our approach and decide, okay, we're going to tackle it this way, these are steps we're going to take and this is how we're going to approach it.  Joey stated that's definitely what he tries to do because he agrees with Yanique. There are very few things that we should be raising our blood pressure in a negative way. If your heart's beating faster because you're inspired, you're eager, you're in love, you're feeling those things, great. But if your heart rate is raising because of stress, because of worry, because of fear, he thinks there's an opportunity to approach the situation from a different perspective to kind of keep things a little more calm.   Me: Thank you so much for coming back on our podcast. I just want to express my greatest gratitude to you. And of course, congratulations again on your new book, Never Lose an Employee Again. I think it really will be a great complement to your original book, Never Lose a Customer Again. You brought up some excellent points, really practical stuff that employees and employers across different parts of the world in different industries can definitely think about, hope everyone that listens to this episode will go and grab a copy of your book as you mentioned in whatever version they like to listen to it in, whether it be audio or e-book or the physical book where they read. But it was really, really insightful. I love these types of conversations that get me excited, it doesn't even feel like I'm doing a podcast, it feels like I'm sitting down with a friend having a cup of coffee or a nice glass of lemonade and just having a great conversation. And these types of conversations really fulfil my soul, makes me feel good inside. So, I hope it was as fun for me as it was for you.    Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links ·  Never Lose a Customer Again: Turn Any Sales inot Lifelong Loyalty in 100 Days by Joey Coleman ·  Never Lose an Employee Again: The Simple Path to Remarkable Retention by Joey Coleman ·  Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak ·  How to Work with (Almost) Anyone: Five Questions for Building the Best Possible Relationships by Michael Bungay Stanier   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!  

Never Lose an Employee Again: The Simple Path to Remarkable Retention by Joey Coleman About the Book: If keeping employees is a challenge for you, Never Lose an Employee Again offers a proven framework for increasing retention, engagement, and in the process, profits. Joey Coleman, one of the world's leading experts on employee experience, reveals practical strategies that will teach you exactly how to recruit top talent, bring them onboard successfully, and keep them engaged while they produce remarkable results for years to come. Finding and keeping quality employees is one of the greatest challenges facing businesses today. With more people quitting their jobs each month than ever before and employees demanding flexibility, freedom, and advancement, companies are struggling to build a foundation with new hires that leads to long-term commitment. To effectively combat the hiring crisis and remain competitive, business owners and managers must design an employee experience program that begins on day one. In Never Lose an Employee Again, Coleman offers a step-by-step playbook for creating a retention plan with long-term success. With more than fifty proven case studies from organizations on seven continents, Coleman details how you can forge a relationship with your people during each of the eight phases of the employee journey. For each phase, Coleman walks you through the six forms of communication integral to success (in-person, email, phone, mail, video, and even gifts) so you can better connect with your team.  You'll learn how to: write job descriptions that attract the right candidates (and plenty of them); counter the “hire's remorse” that every employee feels (yet few businesses ever address); welcome someone on their first day in a way that will leave them talking about it years later; acclimate your people to get them up and running faster and more effectively; re-engage your existing employees to turn them into raving fans;  … and much more. Never Lose an Employee Again will reshape the way you think about recruiting, hiring, onboarding, and retaining quality team members–whether you are an owner looking to hire your first few employees, an organization hoping to redefine an industry, or an enterprise that needs to keep growing on a global scale. About the Author: Joey Coleman helps companies keep their customers and employees. As an award-winning international keynote speaker (he's spoken on all seven continents), he works with organizations around the world ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His Wall Street Journal best-selling book, Never Lose a Customer Again (which was featured on episode 167 of The Marketing Book Podcast in 2018), offers strategies and tactics for turning one-time purchasers into lifelong customers. Joey is a very proud graduate of Notre Dame University and is a recovering lawyer. And, interesting facts – after law school he worked at The White House, the CIA, and the Secret Service. Click here for this episode's website page with the links mentioned during the interview... https://www.salesartillery.com/marketing-book-podcast/never-lose-employee-again-joey-coleman

One of the things we self-employed business owners are often unprepared for is being an employer. The independent attributes that make us, us, and the freedom we seek running our own businesses can often mean being an employer doesn't come naturally. We may have never even thought about being an employer when we started our business – that was my case, and it was a big surprise when it came along. Today I speak with acclaimed author, Joey Coleman about the mindset required to navigate the complexities of being an employer.  He tells us about the eight phases of employee experience and offers valuable insights on managing employees. Join us as we discuss the essential skills and strategies needed to build and maintain a successful team. Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he's spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his amazing wife and two young sons. And be sure to subscribe to The Self-Employed Life in Apple Podcasts or follow us on Spotify or wherever you listen to podcasts so you don't miss an episode. Everything you need can all be found at jeffreyshaw.com. Joey Coleman, thank you so much for being here! Remember, you might be in business FOR yourself but you are not in business BY yourself. Be your best self. Be proud and keep changing the world. Guest Contact – JoeyColeman.com Never Lose an Employee Again: The Simple Path to Remarkable Retention by Joey Coleman Joey Coleman on LinkedIn (@in/joeycoleman1) The Experience This! Show  Contact Jeffrey – SelfEmployedNewsletter.com Website Books Watch my TEDx LincolnSquare video and please share!  Valuable complimentary resources to help you – The Self-Employed Business Institute- You know you're really good at what you do. You're talented, you have a skill set. The problem is you're probably in a field where there is no business education. This is common amongst self-employed people! And, there's no business education out there for us! You also know that being self-employed is unique and you need better strategies, coaching, support, and accountability. The Self-Employed Business Institute, a five-month online education is exactly what you need. Check it out! Take The Self-Employed Assessment! Ever feel like you're all over the place? Or frustrated it seems like you have everything you need for your business success but it's somehow not coming together? Take this short quiz to discover the biggest hidden gap that's keeping you from having a thriving Self-Employed Ecosystem. You'll find out what part of your business needs attention and you'll also get a few laser-focused insights to help you start closing that gap. Have Your Website Brand Message Reviewed! Is your website speaking the right LINGO of your ideal customers? Having reviewed hundreds of websites, I can tell you 98% of websites are not. Fill out the simple LINGO Review application and I'll take a look at your website. I'll email you a few suggestions to improve your brand message to attract more of your ideal customers. Fill out the application today and let's get your business speaking the right LINGO! Host Jeffrey Shaw is a Small Business Consultant, Brand Management Consultant, Business Coach for Entrepreneurs, Keynote Speaker, TEDx Speaker and author of LINGO and The Self Employed Life (May 2021). Supporting self-employed business owners with business and personal development strategies they need to create sustainable success.

Most employers wish their employees cared about the business as much as they do. Most employees wish their employers care about them as much as they care about the business. There's a disconnect when employers think about their employees but fail to show, tell, and demonstrate they care. In this episode, I am excited to bring back Joey Coleman to the show. Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his First 100 Days® methodology for improving customer and employee retention with organizations around the world (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, shows how to turn any sale into a lifelong customer, and his upcoming book, Never Lose an Employee Again, details a framework that companies around the world can use to reduce turnover and increase employee engagement. Never Lose an Employee Again provides leaders at all management levels, across all industries, the tools they need to design impactful experiences and interactions across the eight phases of the employee journey. Intentionally, the word used to describe each phase starts with an “A” to remind employers that the goal should be to earn “straight As” from their employees. Throughout their employment, employees will assess, accept, affirm, activate, acclimate, accomplish, adopt, and advocate - if and only if employers hold their hand and help them navigate the journey. The greatest impact on employee experience comes within The First 100 Days®. These opening days can make (or break) the employee's experience. But if done right, an employer can build a solid foundation for the relationship, leading to greater engagement and retention in the future. Designing an impactful employee experience doesn't require an organizational overhaul. It doesn't require considerable investments of time and/or money. It just requires a commitment to the consistent enhancement of the employee experience. To purchase your copy of Joey's Book:Amazon: https://amzn.to/3WHOTMEB&N: https://bit.ly/NLEA-BNBookshop: https://bit.ly/GetIndieBooks

Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his First 100 Days® methodology for improving customer and employee retention with organizations worldwide (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, shows how to turn any sale into a lifelong customer or donor.His new book, Never Lose an Employee Again, details a framework companies and nonprofits can use to reduce turnover, and increase employee engagement.In this episode we coverEmployee RetentionTreat Employees the same way you would treat a donorDonor/customer experience is similar to the Employee experienceNew Employees ExperienceThe importance of the first 100 days with a new employeeJob PostingHow to entice the right applicants from the startWhy you should provide interview questions in advanceOff-the-cuff questioning vs. the more common interview questionsLearning about the person as a person instead of an employeeMaking a Job OfferWhat to do during the "quiet period" - the time between the offer and the first dayMaking a lasting impression on the first day and how to "Give them something to talk about."Making sure a new employee understands their role in the company and why they matter.CloseJoey's  challenge for the audiencePick up a copy of Joey's book, Never Lose an Employee AgainTo see all the show notes visit: https://www.7figurefundraising.com/podcast/ To learn more about fundraising and our training visit: 7FigureFundraising.com

Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his First 100 Days® methodology for improving customer and employee retention with organizations around the world (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best-selling book Never Lose a Customer Again shows how to turn any sale into a lifelong customer and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. What problem do you solve?  Business owners are struggling with people. They are struggling to hire and engage and keep their employees. Joey will talk about people and a process to help your business think more strategically about their people. Show Notes: Joey wrote his book, Never Lose An Employee Again, specifically with small business owners in mind. Joey wrote his second book because he realized that you cannot offer a good customer experience with out having a good employee experience. His research was done during Covid and post-Covid and reflects some of the shifts in employee experience. Small business owners are some of the most resilient people in the world and Joey would like to encourage them that they can handle this and can adapt. We need to recognize that the expectation of our employees has changed. We need to recognize that the landscape has changed. Then we need to say “What do we do now?” 8 distinct phases of the employee journey. Assess – A prospective employee is trying to determine if they want to work at a company. Accept – The company extends a job offer and the employee accepts it. Affirm – There can be a phase of new hire remorse. The employee starts to wonder if they made the right decision. This is the point where the company needs to affirm to the new hire that they made the right decision. If there is a gap between acceptance and Activate phase, the company should continue to engage the new employee. Activate – This is the first day on the job. Create an amazing experience. Give them something to talk about when they get home. Acclimate – Starts on day 2 and runs for weeks or months. Accomplish – This is when they have their first milestone or achievement on the job. How are we gonna celebrate this? Adopt – This when they become loyal to us. They are not looking for jobs elsewhere. Advocate – When they are here they are singing our praises and become recruiters for us.   We have to be careful because once they are in the door, we may take them for granted. If we do this, we will never get them to the Adopt or Advocate stage. Most business stall out between the Activate and Accomplish stage. We need to think strategically about how people learn so that we can help get them to the Accomplish stage. It may help to think about teaching instead of training. People learn visually. They learn auditorily They also learn kinesthetically It is important to teach every step and action a new employee with make. If you don't have time to teach your people, they won't be able to deliver what you need them to deliver. Process is your friend. Process is repeatable, process is scalable, process allows you to to have more time for spontaneous situations. The first 100 days are critical to make or break the employee experience. Joey Coleman's Best Small Business Tip: If you want your employees to care about your business as much as you do, you should care about your employees as much as you care about your business. Connect with Joey Coleman: Website: joeycoleman.com E-mail a receipt of your pre-order of Never Lose and Employee Again (in any format) to bookbonus@joeycoleman.com and receive a special bonus. LinkedIn Facebook Clarity Navigator Discovery Session – Sign Up HERE Learn more about Gary's Mastermind group at goascend.biz/the-mastermind-solution

Ep 84. Injecting Humanity into The Employee Experience  On this episode of The Family Biz Show, we welcome back returning guest Joey Coleman* about his new book, "Never Lose an Employee Again," which focuses on the employee experience and the eight different phases an employee goes through. Joey discusses the importance of recognizing the emotional and mental journey of being an employee and how it is crucial to create a remarkable employee experience to have happier customers. Joey explains the eight phases of the employee journey & the need for personal and emotional connections in the workplace. Don't miss this one!  OUR GUEST  JOEY COLEMAN*  Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his First 100 Days® methodology for improving customer and employee retention with organizations around the world (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best selling book, Never Lose a Customer Again, shows how to turn any sale into a lifelong customer and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement.  ---  If you're a family business or a family business consultant and want to be on the show, share your story and help other family businesses, send us an email to producer@thefamilybizshow.com or visit us at The Family Biz Show | Family Business Podcast With Michael Palumbos (familywealthandlegacy.com) to fill out our web form!    CRN-5730689-060923    *not affiliated with Lincoln Financial Advisors Corp.  Michael Palumbos is a registered representative of Lincoln Financial Advisors Corp. Securities and investment advisory services offered through Lincoln Financial Advisors Corp., a broker/dealer (member SIPC) and registered investment advisor. Insurance offered through Lincoln affiliates and other fine companies. Family Wealth & Legacy, LLC is not an affiliate of Lincoln Financial Advisors Corp. Lincoln Financial Advisors Corp. and its representatives do not provide legal or tax advice. You may want to consult a legal or tax advisor regarding any legal or tax information as it relates to your personal circumstances. 

Damon West is an internationally known keynote speaker and Wall Street Journal best-selling author of The Coffee Bean: A simple Lesson to Create Positive Change, which Forbes' listed in the “Top Twenty Books You Need to Read to Crush 2020.”His autobiography, The Change Agent: How a Former College QB Sentenced to Life in Prison Transformed His World, vividly tells how he transformed the pot of boiling water that is a Texas maximum-security prison into a pot of coffee.At 20 years old, he was a Division 1 starting quarterback at the University of North Texas, when he suffered a career-ending injury. He turned to hard-core drugs to cope with the disappointments of life. After graduation, he worked in the United States Congress, was a national fundraiser on a U.S. Presidential campaign, and eventually trained to be a stock-broker for the United Bank of Switzerland (UBS). One day at UBS, he was introduced to methamphetamines; he became instantly hooked—and the lives of so many innocent people would forever be changed by the choices he made in order to feed his insatiable meth habit.After a fateful discussion during his incarceration with a seasoned convict, Damon had a spiritual awakening. He learned that, like a coffee bean changing with the application of heat and pressure, he was capable of changing the environment around him. Armed with a program of recovery, a renewed faith, and a miraculous second chance at life, Damon emerged from over seven years of prison as a changed man. His story of redemption, grit, and determination continues to inspire audiences today.The Coffee Bean message has inspired thousands. Damon's clients include such companies as Walmart, AIG, Chick-fil-A, Southwest Airlines, and sports teams like the Dallas Cowboys, Minnesota Timberwolves, Clemson, Alabama, and Georgia. The U.S. Army has even incorporated the #BeACoffeeBean mindset into their resilience training. Damon's story has been featured both nationally and globally.He is passionate about the Coffee Bean message and loves sharing how it changed his life and how it can change yours, too.His Wall Street Journal bestselling book, The Locker Room: How Great Teams Heal Hurt, Overcome Adversity and Build Unity, is being optioned for film adaptation.His children's book, The Coffee Bean for Kids, is the genesis for Coffee Bean Clubs being started by students at schools all over America.Today, Damon lives a life of recovery and service, sharing his story all over the world. Of all the hats Damon wears, however, the two most important to him are being a husband to Kendell and a stepfather to Clara.⚡ Connect with Damon: https://damonwest.org/ | https://www.linkedin.com/in/damon-west-685168152/ | https://twitter.com/damonwest7?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor Learn More About Greg Witz and betterHUMAN:Greg's sole mission in life is to challenge all of us to be better. MAKING HUMANS BETTER HUMANS has been at the foundation of Witz Education for over 30 years. As an entrepreneur, thought leader, author, mentor, and father, Greg creatively blends psychology and communication skills with street smarts and a no-BS approach. From startups to the White House, bringing entrepreneurs and business leaders to the top of their game is Greg's passion. His rich understanding of organizational and human development coupled with his own corporate experience allows Greg to effectively and energetically design and deliver tailor-made programs that have transformed thousands of Witz clients' careers and personal lives.Learn more about what Witz Education can do for you at witzeducation.com

Episode 166 Welcome to the MSP Marketing Podcast with me, Paul Green. This is THE show if you want to grow your MSP. This week's show includes: The best marketing strategy, part 2 of 3 'create an unfair advantage for your MSP by building a relationship with your audiences' Sell more to current clients by getting the very best out of 'strategic reviews' An expert joins me to share how to get more referrals by improving retention Featured guest: Thank you to Joey Coleman, author of Never Lose a Customer Again, for joining me to talk about how to get more referrals by improving retention. Joey helps companies keep their customers. An award-winning speaker, he shares his First 100 Days® methodology for improving customer experience/retention with organisations around the world (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best selling book Never Lose a Customer Again shows how to turn any sale into a lifelong customer. Connect with Joey on LinkedIn, read / listen to his book and check out the Experience This! podcast: https://www.linkedin.com/in/joeycoleman1 https://www.audible.co.uk/pd/Never-Lose-a-Customer-Again-Audiobook/B07BDQKDRD https://www.amazon.co.uk/Never-Lose-Customer-Again-Lifelong/dp/0735220034 https://dangingiss.com/experience-this/ Extra show notes: Listen or watch every Tuesday on your favourite podcast platform, hosted by me, Paul Green, an MSP marketing expert: https://www.linkedin.com/in/paul-green-msp-marketing/ https://www.paulgreensmspmarketing.com/about/ Subscribe to the MSP Marketing Action Monthly magazine: https://www.paulgreensmspmarketing.com/action/ Subscribe to my YouTube channel: https://www.youtube.com/mspmarketing Subscribe to this podcast using your favourite podcast provider: https://www.audible.co.uk/pd/Paul-Greens-MSP-Marketing-Podcast-Podcast/B08JK38L4V https://podcasts.apple.com/gb/podcast/paul-greens-msp-marketing-podcast/id1485101351 https://www.stitcher.com/podcast/paul-greens-msp-marketing-podcast https://podcasts.google.com/feed/aHR0cHM6Ly93d3cucGF1bGdyZWVuc21zcG1hcmtldGluZy5jb20vZmVlZC9wb2RjYXN0?sa https://music.amazon.co.uk/podcasts/b03a9638-adf4-4491-93f1-56

We are coming to the end of another eventful year, another 12 month bundle of opportunities, challenges, plenty of highlights and some definite unforeseen low lights. Hopefully you are about to embark on a well-deserved break. This is exactly what the inside influence team and myself will be doing. So over the next few weeks we are going to be taking a festive step back to rest up, recalibrate and re-inspire ourselves for 2022. However, if you need some inspiration to get you thinking and planning for next year, we have you covered. Our holiday season of power cuts or power minis are back. Our next power cut episode is Doug ConantDoug Conant is the only former Fortune 500 CEO who is a New York Times and Wall Street Journal best-selling author, a Top 50 Leadership Innovator, a Top 100 Leadership Speaker, and one of the 100 Most Influential Authors in the World. A devoted leadership practitioner and teacher, Doug's 45-year career has been defined by achieving high performance through an intentional commitment to studying, practicing, improving, and spreading the tenets of “leadership that works.” He is Founder and CEO of ConantLeadership, former President and CEO of Campbell Soup Company and former Chairman of Avon Products. His Wall Street Journal bestselling book, co-authored with Amy Federman, is called ‘The Blueprint: 6 Practical Steps to Lift Your Leadership to New Heights'. He is also the New York Times bestselling co-author of ‘TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments'. In this conversation we dive into:How to build your own personal leadership model. To be honest I was a bit stunned with this one, it just hadn't occurred to me that you could create your own - read one in a book ‘yes', inherit one from a mentor ‘yes' - but write your own? Put it on paper and then commit to showing up for it? That's a different ball game.And why developing your own leadership blueprint provides the ultimate foundation for dealing with the winds of your life. As a leader AND as a human being.If you enjoy this powercut episode and would like to hear my full conversation with Doug Conant please head over to my website juliemasters.com or listen at all the usual places #itunes #spotify #googleplay #stitcher. For now sit back, relax and enjoy my powercut conversation with Doug Conant. Hosted on Acast. See acast.com/privacy for more information.

#75: Financial Samurai and bestselling author, Sam Dogen, joins Chris to discuss ways to maximize wealth-building and live life on your own terms. They cover Sam's 70/30 rule for decision making, how Sam engineered his own layoff and the principles you can use to do it yourself, how real estate can be a significant source of passive income, and why we should all consider having our own online real estate, small business, or side hustle.Sam Dogen (@financialsamura) engineered his own layoff after working for 13 years in corporate america and created Financial Samarai, one of the largest independently-owned personal finance sites in the world. His Wall Street Journal bestselling book is Buy This, Not That: How to Spend Your Way to Wealth and Freedom.Full show notes at: https://allthehacks.com/financial-samurai-sam-dogenWatch on YouTube: https://youtu.be/gTGIa3fwmsk Partner Deals Trade Coffee: $30 off the best coffees that you can brew at homeLinkedIn: Post your job for free and find the candidates your want fasterBlockFi: Exclusive bonus of up to $250 freeWren: 10 extra trees planted in your namePacaso: Free early access to listings and $2,500+ in closing credits Selected Links From The EpisodeConnect with Sam Dogen: Financial Samurai | TwitterSam Dogen's Books:Buy This, Not That: How to Spend Your Way to Wealth and FreedomHow To Engineer Your LayoffResources Mentioned: PacasoThinking in Bets: Making Smarter Decisions When You Don't Have All the FactsPodcasts Mentioned:All the Hacks #19: Becoming a Better Investor with Andy RachleffTravel Recommendations:MalaysiaKuala LumpurNational PalaceBatu CavesPulausPenangRedang IslandThe Taaras Beach & Spa ResortAngkor Wat, CambodiaSoutheast AsiaMajorca, SpainAmsterdam  Full Show NotesThe point of financial optimizations: why money isn't the end goal [1:43]Engineering a layoff and choosing an alternate career path [3:30]Negotiating severance pay and differentiating between the WARN Act and severance [5:53]Sam shares the core principle he's held since middle school [12:36]Thinking in probabilities and not absolutes: Sam's 70/30 rule [14:19]How to earn passive income by having real estate as part of your portfolio [20:15]Why it makes sense to choose an adjustable-rate mortgage [26:59]Strategies for success when purchasing vacation properties and lessons learned about forecasting your income [33:04]Online real estate: the importance of “planting your flag” on the internet [36:34]  Venture Capital: what is VC and how does it work? [38:27]Personal, financial, and tax benefits of running a business [45:12]Choosing a retirement plan and health insurance as a business owner [48:24]Thoughts about financial independence and advice about how to manage finances when bringing a partner or spouse into your business [52:21]Reasons to live in an area with the country's highest income taxes [54:33]Sam's travel recommendations [57:58]What to see and do in Malaysia [59:35]Chris shares his experience trying to use an ATM in Malaysia during his 8-month backpacking trip [1:01:13]Contributing to your child's 529 college savings plan [1:02:48]Deciding which educational route to take: public vs. private education [1:05:05]Where to find Sam Dogen online [1:07:43] PartnersTrade CoffeeTrade is a coffee subscription service that partners with top independent roasters and sends the best coffees in the country direct to your home, on your schedule. Their coffee is so good because they have a team of experts taste testing hundreds of coffees from across the U.S. every month – to curate over 450 exceptional coffees that make the cut.So if you want to support small businesses and brew the best cup of coffee you've ever made, try Trade Coffee and get $30 off your first order plus free shipping at allthehacks.com/trade BlockFiThis episode is brought to you by BlockFi. If you're interested in Crypto, BlockFi is one of the best ways to get started, letting you easily buy, sell and store your crypto assets. After signing up and linking your bank account, you can instantly trade a variety of cryptocurrencies and store them all in a secure wallet that lets you control and transfer your holdings however you want. You can also set up recurring transfers so you can dollar cost average your crypto investments over time.Or if you want another way to put your crypto investing on autopilot, there's the BlockFi Crypto Rewards Credit Card. While 1.5% cash back isn't the best in the market, that cash back is automatically invested into Bitcoin, Ethereum or whatever cryptocurrency you want. If you want to check out BlockFi, you can get an exclusive bonus of up to $250 free when you sign at allthehacks.com/blockfi WrenWren makes it easy to calculate your personal carbon footprint based on your lifestyle then offset with a monthly subscription that funds projects to plant trees, protect rainforests, sequester CO2, and more. Signing up for Wren is an easy way to do something meaningful about the climate crisis and I love that they share monthly updates on all the projects you're funding. You can even see the exact coordinates of the trees you planted.To sign up and get 10 extra trees planted in your name, go to allthehacks.com/wren LinkedInLinkedIn Jobs helps you find the candidates you want to talk to, faster. You can ceate a free job post in minutes to reach the world's largest professional network of over 810 million people. Simple tools, like screening questions, make it easy to focus on candidates with just the right skills and experience so you can quickly prioritize who you'd like to interview and hire. It's why small businesses rate LinkedIn jobs, number one in delivering quality hires versus leading competitors.Every week, nearly 40 million job seekers visit LinkedIn, so post your job for free at allthehacks.com/linkedinTerms and conditions apply Connect with All the HacksAll the Hacks: Newsletter | Website | Facebook | EmailChris Hutchins: Twitter | Instagram | Website | LinkedIn

What's your leadership blueprint?I'm not talking just about your values – or a description of how you operate at your best, on the best day – when everything is going according to plan. I'm talking about a roadmap of clearly defined behaviours, rituals and practices that exactly define the type of leader you want to show up as – EVERY DAY.There's an age old saying that we get the leaders we deserve. Maybe that's true and it's certainly a conversation worth exploring. But today's conversation comes at it from a different angle, that rather than getting the leaders we deserve – which is somewhat out of our control - we become the leaders we build. And like any successful building project, it starts with a carefully considered blueprint. From the bedrock of our carefully chosen intentions, to the walls of our daily non-negotiables.My guest on this week's episode literally wrote the blueprint on how to do that.Today's Guest Doug Conant is the only former Fortune 500 CEO who is a New York Times and Wall Street Journal best-selling author, a Top 50 Leadership Innovator, a Top 100 Leadership Speaker, and one of the 100 Most Influential Authors in the World. A devoted leadership practitioner and teacher, Doug's 45-year career has been defined by achieving high performance through an intentional commitment to studying, practicing, improving, and spreading the tenets of “leadership that works.” He is Founder and CEO of ConantLeadership, former President and CEO of Campbell Soup Company and former Chairman of Avon Products. His Wall Street Journal bestselling book, co-authored with Amy Federman, is called ‘The Blueprint: 6 Practical Steps to Lift Your Leadership to New Heights'. He is also the New York Times bestselling co-author of ‘TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments'. Website: conantleadership.comTwitter: @DougConantLinkedIn: @DougConantYou'll LearnThe importance of setting an anchoring intention as a leader – and why as leaders we're so often thrown in the deep end with no roadmap to follow.Doug's fundamental belief that ‘Your life story is your leadership story'. Why owning that story is the key to connection, engagement and embracing your own authenticity as a leader.If leadership is the hardest and most important job on earth, then it deserves a plan. You wouldn't build a multi-million dollar hotel without some considered thought. And yet, somehow and at all levels of society, we believe leadership should be innate. Learned the hard way. Sink or swim. Survive or die.How different would our organisations, communities, and political systems be if - before we even began the journey of leadership – we created a plan. Not about what we wanted to achieve, but instead a clear set of commitments on how we intend to show up.Imagine the cumulative effect of that? Of all those plans in action, of all that accountability and growth. Now imagine the opposite. Feels strange right?That's where we are right now. That's also an incredible opportunity to stand out.Subscribe to and Review the Inside Influence PodcastThanks for tuning into this week's episode. If the information this episode helped you in your business journey, please subscribe to the show, and leave a review. Also, don't forget to hop on my website juliemasters.com and download my new ebook The Influencer Code See acast.com/privacy for privacy and opt-out information.

How do we harness the power of human connection to create stronger and more valuable relationships with our customers and clients? David Meerman Scott spotted the real-time marketing revolution in its infancy and wrote five books about it, including ‘The New Rules of Marketing and PR', which is now in its 7th edition and has sold over 400,000 copies sold in English (having been translated into 29 languages).Now David says the pendulum has swung too far in the direction of superficial online communications, with tech-weary and bot-wary people hungry for true human connection. Successful organisations have learned to win by developing what he calls a “Fanocracy”, tapping into the mindset that relationships with customers are more important than the products they sell to them.His Wall Street Journal bestselling book of the same name, which was written in collaboration with his 27 year old daughter Reiko, focuses upon Fandom culture and how any business can turn fans into customers and vice-versa.David has authored a total of eleven books to date, has a popular blog and provides advisory services for fast-growing companies. All this plus his speaking engagements around the world give him a singular perspective on how businesses are implementing new strategies to reach buyers directly and in real time. In this episode of The Remarkable Project David discusses the relevance of tribes, how putting passion on display can attract likeminded people and why trying to tightly control fan behaviour can prove counter-productive. Key Takeaways·       Humans are craving a return to personal connection, to humanity, because we're hard-wired to want to be part of a tribe of likeminded people. ·       When you find a group of people who love something that you do too (music, sport, books etc.) you have an opportunity to join a tribe. If you act upon this, then over time the safety and acceptance you feel from the group becomes part of what you love about the ‘thing', bolstering the emotional connection. ·       Any business can find and nurture a tribe of fans, regardless of what industry they operate in. By actively fostering Fandom you can mobilise tribes to create new knowledge and attract new people via warmth of intention and shared understanding. ·       We're all fans of something, so when we share what we're truly passionate about in a genuine manner we attract people to us. ·       Close proximity to other people brings with it more pronounced emotional reactions – it's biological.  Remarkable Quotes “...big companies, small companies, it doesn't matter…if they understand how and why somebody becomes a fan of something they can do business in a different way than the nastiness that's going on right now in social media.”“...once you create something and put it in the world, it no longer belongs to you, it belongs to the fans.”“…you can try to aggregate a group of fans, but keep in mind that the ultimate is when they self-aggregate.”Relevant References‘The New Rules of Marketing and PR' by David Meerman Scott [2017 – Updated Edition]‘Fanocracy' by David Meerman Scott and Reiko Scott [2020]‘Marketing Lessons from the Grateful Dead' by Brian Halligan and David Meerman Scott [2010]‘Beyond Culture' Edward T. Hall [1976] Connect with DavidLearn more about David here and Fanocracy hereFollow David on Twitter (@dmscott)Connect with David on LinkedIn

ABOUT THIS EPISODE Moshe Gersht has been on a spiritual journey most of his life.  As a child in Los Angeles, his upbringing was filled with ancient as well as new age wisdom instilled in him by his parents.  Finding success at an early age in a pop punk band, he soon had his first of several spiritual awakenings, and left the band to pursue a deeper spiritual truth. Moshe returned to Jerusalem, and has spent a decade and a half studying the Torah.  As his new calling came into focus, he recently appeared in a Tedx talk, and has written a book – It's All The Same To Me – that made the Wall Street Journal's bestseller list.  His quest for the deeper spiritual truths in our existence, and his commitment to sharing what he's learned with his fellow man make him a “Jew You Should Know”. -------------------- EPISODE TIME STAMPS 2:44  Moshe's childhood and upbringing in LA 4:00  The beginnings of a band at 13, then his family makes Aliyah at 18 6:28  Moshe's family starts investigating their roots after the passing of his grandfather.  9:08  Musical beginnings for Moshe, playing the Whiskey-A-Go-Go 16:54 The band gains momentum, and gets major label interest 29:51 An existential crisis within the band forces a reckoning 34:38 Moshe begins questioning his life outside of the band and starts studying Torah 38:35 The difficult decision to leave the band, and enlightenment through study in Israel 46:29  Turning towards sharing his journey, via the Ted stage and through writing 52:43  The process behind translating the truths of the Torah in a nuanced, universal way 58:04  Connecting and sharing through social media, the TedX talk CONNECT WITH Moshe Gersht Moshe's Tedx talk can be found on YouTube.  His Wall Street Journal bestselling book, “It's All The Same To Me”, can be found on Amazon.  For more information, find Moshe on the internet at moshegersht.com. ABOUT THIS PODCAST Jews You Should Know introduces the broader community to interesting and inspiring Jewish men and women making a difference in our world. Some are already famous, some not yet so. But each is a Jew You Should Know. The host, Rabbi Ari Koretzky, is Executive Director of MEOR Maryland (www.meormd.org), a premier Jewish outreach and educational organization. MEOR operates nationally on twenty campuses and in Manhattan; visit the national website at www.meor.org. Please visit www.JewsYouShouldKnow.com follow us on Twitter, LinkedIn or on Facebook. Have feedback for the show, or suggestions for future guests? E-mail us at JewsYouShouldKnow@gmail.com. Want to support this podcast? Visit Patreon.com. A small monthly contribution goes a long way!!

Description: The biggest problem facing businesses today comes from the fact that they spend too much time, effort, money, and energy focused on acquiring new customers, instead of focusing on delighting and retaining their existing customers.Bio: Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers.Links:  LinkedIn: https://www.linkedin.com/in/joeycoleman1/Website: https://joeycoleman.com/Twitter: https://twitter.com/thejoeycoleman

The Family Biz Show Episode 29 - Customer & Employee Experience For Family Business with Joey Coleman  Listen as best-selling author of Never Lose a Customer Again, Joey Coleman, shares why it's so important for family businesses to create an incredible customer and employee experience. You'll learn:  Techniques to help family businesses leverage the extra trust afford them by both employees and customers  Why the first 100 days are so important for customer and employees and what you can do to enhance their experience How to reduce customer and employee turnover and increase bottom line profits How the best companies are retaining customers and employees and growing market share in uncertain times    This week's guest:  Joey Coleman*  Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal #2 best selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers. When not speaking to audiences around the globe, Joey enjoys spending time with his amazing wife and two young sons in the mountains of Colorado. Visit Joey's website at joeycoleman.com    Michael Palumbos is a registered representative of Lincoln Financial Advisors Corp.  Securities and investment advisory services offered through Lincoln Financial Advisors Corp., a broker/dealer (member SIPC) and registered investment advisor. Insurance offered through Lincoln affiliates and other fine companies. Family Wealth & Legacy, LLC is not an affiliate of Lincoln Financial Advisors Corp.   CRN-3535566-040621  *Not affiliated with Lincoln Financial Advisors Corp.      

ABOUT JOEY COLEMANJoey Coleman is a recognized expert in customer experience design and an award-winning speaker. He works with organizations around the world ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers. When not speaking to audiences around the globe (both virtually and in-person), Joey enjoys spending quality time with his amazing wife and two young sons.  WHAT YOU WILL HEAR:[01:40] His career background[02:28] What influenced him to write the book “Never lose a customer again”[03:30] How human psychology applies to different career tracks[06:40] Values learned from parents that influenced his career[10:05] Success stories of implementing the principles of his book [12:30] Most important aspect for tenants and customers [15:30] Using technology and preferred mode of communication for the tenants [18:00] Benefits of regularly communicating with clients [20:00] Affirmation Phase of the customer or Buyer's remorse [24:30] Improvement on stages and process in Property management [28:20] Using other people's positive experience to grow your network [34:24] Eight phases that customers go through [38:28] About the book “Never lose a Customer again”[41:55] Advice to his 25-year-old self[42:53] First Entrepreneurial Endeavor[45:06] His formal and Informal training that shaped his journey[48:43] The opportunity that got away[51:10] Importance of acknowledging your accomplishments KEY QUOTES:[2:57] In every job that you have, the way to succeed is to have a key understanding of the human condition. Why do humans do the things they do? And what can we do to convince or persuade them to do the things that we like them to do [13:25] Often people confuse the finish line in the conversation with our customers. We anticipate the finish line is at one point when the reality is our customers see the finish line much later, and if we're not paying attention to where they think the finish line is, you're not going to have happy clients for the long-term. [18:45] We have to look at what's the most important to the audience that we're serving, what's most important to tenants and owners. A lot of times those little extra touches can go a long way towards making deposits to a bank account for when things go wrong. [22:50] If we don't address that in the relationship early on, that difference between our excitement that we got the deal, and the other side of the table which is fear, doubt, and uncertainty on how this relationship will work out. That gap only increases over time, so you have to do things to affirm the decision that they've made to work with us. Summary of BusinessDesign Symphony is a customer experience branding firm. We're a Creative Digital Agency focused on the development of Apps, Web Design, Interactive Installations, Print, & Creative Consulting / Direction. We tell stories, paint pictures, and create compelling environments to enrich a new generation of Interactive Design. Hello, we are Design Symphony, LLC.    ABOUT THE WESTSIDE INVESTORS NETWORK     The Westside Investors Network, is your community for investing knowledge for growth. For real estate professionals by real estate professionals. This show is focused on the next step in your career... investing, for those starting with nothing to multifamily syndication.    The Westside Investors Network strives to bring knowledge and education to the real estate professional that is seeking to gain more freedom in their life. The host's AJ and Chris Shepard, are committed to sharing the wealth of knowledge that they have gained throughout the years to allow others the opportunity to learn and grow in their investing.   They own Uptown Properties, a successful Property Management and Brokerage Company. If you are interested in Property Management in the Portland Metro or Bend Metro Areas please visit www.uptownpm.com. If you are interested in investing in multifamily syndication please visit www.uptownsyndication.com.    #humanexperience #entrepreneurs #thinkandgrowrich #neverloseacustomeragain #humanpsychology #investing #financialfreedom #wealth #success #motivation #entrepreneurship #investinginyou #entrepreneurlife #financialeducation #mindset #financialindependence #investingtips #goals #customersfirst #customerengagement #consumerinsights #customersatisfaction #customers #customercare #customerjourney #customersuccess #customerloyalty #customerretention #customerexperience #tenants #landlords #owners #clients #customerservice #customerappreciation #happycustomer #customerfeedback #customerreviews #business    You may contact Joey Coleman via: Email: joey@joeycoleman.com LinkedIn: https://www.linkedin.com/in/joeycoleman1/ Website: https://joeycoleman.com/ Podcast: https://www.experiencethisshow.com/ Social Media: ▪ Twitter: @thejoeycoleman ▪ Facebook: @joey.coleman.18  CONNECT WITH USFor more information about investing with AJ and Chris: ·       Uptown Syndication | https://www.uptownsyndication.com/·       LinkedIn | https://www.linkedin.com/company/71673294/admin/ For information on Portland Property Management:·       Uptown Properties | http://www.uptownpm.com·       Youtube | @UptownProperties Westside Investors Network·       Website | https://www.westsideinvestorsnetwork.com/·       Twitter | https://twitter.com/WIN_pdx·       Instagram | @westsideinvestorsnetwork·       LinkedIn | https://www.linkedin.com/groups/13949165/·       Facebook | @WestsideInvestorsNetwork·       Youtube | @WestsideInvestorsNetwork   

Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small start-ups to major brands such as Deloitte, Hyatt Hotels, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers. In this ‘Expert Interview' – Joey shared with Phil and Inner Circle members how following his 8 steps for creating remarkable experiences helps you to never lose a patient again. Highlights: “We're really good at the chase. We're kind of good at the moment of catch. But the idea of keeping long term, we fall apart.” “The tops of most organizations have this over-appreciation if you will of growing the business through more new customers as opposed to growing the business through deeper relationships with existing customers.” “I've never seen anyone go on social media and go “oh my gosh, just got my new hearing aids today, I'm super excited about it, you should go to the same place I went to”.” “The first fitting is then the Activate phase and the reason it's the Activate phase is they walk out of your office hearing differently.” “We've got this window where we really want to capitalize on the relationship and that's the Acclimate phase.” Visit Joey's website: http://www.joeycoleman.com Buy Joey's book: https://www.amazon.com/Never-Lose-Customer-Again-Lifelong/dp/0735220034/ If you'd like to read the full highlights, check out this article on the Orange & Gray website: https://orange-gray.com/joey-colemans-advice-on-how-to-never-lose-a-patient-again/ Find out more about how “Inner Circle” members are transforming their hearing care practice with the help of the Orange & Gray team: https://orange-gray.com/inner-circle/  

Jim Kwik is the world's #1 expert in brain/ mind optimization, memory improvement, and causing accelerated learning. His Wall Street Journal #1 Bestseller, instant New York Times Bestseller, and #2 Bestselling Book on Amazon, “Limitless: Upgrade Your Brain, Learn Anything Faster, and Unlock Your Exceptional Life”, is a blueprint for the brain and how to flip your mindset, ignite your motivation, and master the methods to transform and unleash the brain's superpowers. The book is endorsed by an incredible list of physicians and business, sports, and celebrity personalities including Beth Comstock, Quincy Jones, Stan Lee, Maria Shriver, Will Smith, Jeffrey Cummings, Gerard Butler, Alex Rodriguez, Tom Bilyeu, Maria Shriver, Novak Djokovic, Dr. Daniel Amen, Natasha Bedingfield, Eric Schurenberg, Peter Diamandis and many more.Jim's acclaimed podcast “Kwik Brain with Jim Kwik”, is one of the most popular in the world, with tens of millions of downloads, and his online video content has hundreds of millions of views.Jim is the brain coach to a who's who of the top business magnates, pro athletes, political leaders and Hollywood elite, and speaks with the biggest companies on the planet. He's been featured in Forbes, Fast Company, Inc., Business Insider, CNBC, and many more.It all started with a major childhood brain injury which caused Jim to create strategies to dramatically enhance his mental performance. Since then he's dedicated his life to helping others unleash their brain's potential.Love the show? Subscribe, rate, review, and share! https://www.calentertainment.com/virtually-speaking/

Public speaking is a craft -- a craft that no one really masters. It is a constant work in process, and for those who work at their craft, it is also a work in progress.   Award-winning speaker and best-selling author Joey Coleman shares how he has shaped his craft and how it has shaped him. And we can all learn from his experience and perspective.   In this episode, you'll discover: Which of the three kinds of speakers you want to be The benefits of looking at speaking as a craft and knowing your purpose The existence of the energetic wave Why you need to address the needs and desires of the audience members Why it's essential to present in alignment with who you are The essence of the human condition Your opportunity to shape the listener's experience When to build rapport with your audience The three audiences you need to address in your presentations   Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Deloitte, Hyatt Hotels, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal #2 best selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers. When not speaking to audiences around the globe, Joey enjoys spending time with his amazing wife and two young sons in the mountains of Colorado. Resources for this episode: - Joey Coleman

Jason Jennings is a researcher and one of the most successful and prolific business and leadership authors in the world. His Wall Street Journal, USA Today, Business Week and New York Times bestsellers include books like "It's Not The Big That Eat The Small, It's The Fast That Eat The Slow" and more recently the well-known book "The High-Speed Company" which tackles the subject of creating cultures of urgency and growth that are able to compete in a nanosecond world. In this segment we discuss the key ingredients that are crucial in building a ‘high-speed company’, one that thrives in a competitive landscape. You can listen to this show and other awesome shows on the IVM Podcasts app on Android: https://ivm.today/android or iOS: https://ivm.today/ios, or any other podcast app. You can check out our website at http://www.ivmpodcasts.com/

Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Deloitte, Hyatt Hotels, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal #2 best selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers. When not speaking to audiences around the globe, Joey enjoys spending time with his amazing wife and two young sons in the mountains of Colorado.

Joey Coleman helps companies keep their customers. He is an award-winning speaker. He works with organizations around the world ranging from small startups to major brands such as Deloitte, Hyatt Hotels, Zappos and Whirlpool. His first 100 days methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal number two best-selling book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days offers strategies and tactics for turning one-time purchasers into lifelong customers. When he's not speaking to audiences around the globe, Joey enjoys spending time with his amazing wife and two young sons in the mountains of Colorado.    Questions   Tell us a little bit about yourself and your journey Could you shed some light on what you wrote in the book as it relates to the eight phases of customer experience, the assessing, the admitting, the affirming? As it relates to your different trips and travels all over and being a subject matter expert as it relates to customer experience, how do you feel about customer experience on a global level? How do you stay motivated everyday? What are some of the online resources, websites, tool or app that you absolutely cannot live without in your own business? What are some of the books that have had the biggest impact on you? We have a lot of listeners who are business owners and managers who feel they have great products and services but somehow, they lack the constantly motivated human capital. If you were sitting across the table from that person, what’s one piece of advice that you would give them to have a successful business. What is the one thing in your life right now that you are really excited about – either something that you’re working on to develop yourself or people? Where can our listeners find you online? What’s one quote or saying that during times of adversity or challenge you revert to this quote to kind of help you to refocus and just get back on track?   Highlights   Joey stated that he has a really eclectic background which he supposes is the polite way of saying he has done a lot of completely random things that made no sense to the outside world as he was going through it. But now with hindsight looking back there's a common thread. He was a Government International Relations Major in College then went straight to law school where he studied Litigation and National Security Law and International Law. He worked for the CIA, the White House and the Secret Service. He was a Criminal Defense Lawyer. He taught executive education kind of nighttime NBA type courses. He ran a division of a promotional products company. He ran an ad agency for over 15 years and now he’s a full time Professional Speaker. So, he travels around the world giving speeches, leading workshops and consulting with clients to help them keep their customers. The thread that ties all of these crazy different jobs and careers in this life that he has had the blessing of leading together is the fact that in each of the positions he held, the way you excelled was to have a keen understanding of the human condition. Why do people do the things they do and what can we do to make them do the things we'd like them to do? And so that's kind of the common thread and that's really what led him to this world of customer experience. He was running his ad agency and of course they were very focused on helping their clients develop websites and ad campaigns and brand identity kits that were designed to bring customers into the fold. But the more he did this the more he realized that customers were running out the back door as quickly as they brought them in the front door. And he quickly realized that focusing on customer retention was actually a more valuable and more important practice than focusing only on customer acquisition.   Yanique agreed that his background is eclectic as it is sure to form great stories when he’s speaking to these different people throughout the world being able to draw on different experiences from different industries. Because it kind of pulls it together because at the end of the day even though he has worked in so many different areas we're still human beings regardless of where we're from or what we do.   Joey mentioned that he is a big believer that regardless of whether you see yourself in a B to B (Business to Business) or a B to C (Business to Customer) or a B to G (Business to Government) environment, whether you're an entrepreneur or a business owner or an employee no matter where you fall in kind of the different things you do as part of your job or career, you're interacting with other human beings and the better we can understand the journey that our fellow humans are on and meet them where they're at the more we will be able to achieve the goals that we have for our business or for our life or for our growth.   Yanique mentioned that she was lucky enough to be one of the persons that Joey sent an advanced copy of his book to Never Lose A Customer Again and she has been reading it and it's been so amazing because it feeds her soul because this is all that she cares about. She’s passionate about customer experience and customer service and there's some valid points that he has in it.   Joey stated that in the book he outlined his way of thinking or kind of the way he has developed in coordination with his clients of thinking about the customer journey and he believes there are eight potential phases that your customers have the ability to go through if you're willing to hold their hand and help them navigate them. All eight phases start with the letter A. He spent enough time working in Washington D.C. and Government not to give an acronym that he was expecting people to remember so he made it easy. The goal is to get your customers to give you straight A's on your report card. All of the phases start with the letter A. The first one is Assess, this is Phase 1. This is when a prospect is considering whether or not they want to do business with you. In common parlance we call this marketing and sales. Then we go to Phase 2 Admit, this is day one of the first hundred days of the customer relationship in the admit phase, the prospect acknowledges that they have a problem or a need that they believe you can help. And so, they transition from being a prospect to being a customer almost as quickly as that happens, they enter Phase 3, the Affirm phase. In common parlance this is buyer's remorse. This is where the customer begins to doubt the decision that they just made. And your job as the business is to counteract those negative and doubtful emotions by reinforcing the wisdom and the benefit of their purchase decision. We then come to Phase 4 Activate. This is the first major experience the customer has with your brand after the sale. So, if you sell a product this could be the unboxing experience or when they get the product home. If you sell a service this could be the kickoff meeting or the first time you start to deliver on the service. He calls it Activate because he thinks it's important to energize the relationship when you formally start working together and are really set the tone for what the interactions and the relationship are going to be going forward. So, we're halfway through the eight phases. Then we come to Phase 5, this is where most businesses start to fall off the rails a little bit. See most businesses deliver the product or service and then they're kind of done and they miss the opportunity in phase 5 to Acclimate the customer to doing business with you. Most businesses have sold their product hundreds, thousands maybe even millions of times. But to a new customer it's the first time they've ever had an interaction with you, so you need to hold their hand and get them familiar with your way of doing business. After that we come to Phase 6 Accomplish, this is when the customer achieves the goal that they had when they originally decided to do business with you. Every customer before they make a purchase decision or when they make a purchase decision has a goal in mind of what they're hoping to accomplish. If as the business, we don't track that and measure whether we're making progress towards succeeding at achieving that goal and then celebrate with the customer when they accomplish that goal we miss the opportunity to validate the original purchase decision. And if you don't successfully acknowledge the accomplished phase you can't get to the last two phases. Okay so the last two phases are Phase 7 Adopt, this is when the customer becomes loyal to you and your brand. They're only going to do business with you, they will happily buy whatever you create. They've definitely become a big supporter of yours. And then last but not least we reach Phase 8, the Advocate phase. This is one that adopting customer becomes a raving fan referring their friends and colleagues to you. So, these are the eight phases that a customer as he said has the potential to go through regardless of what business you're in, regardless of whether your product or service - domestic or international, small, medium or large. All human beings have the potential to go through these phases. It's just a question of whether as organizations we want to help them do it.   Yanique mentioned that she liked the fact that Joey noticed this straight A’s theme. She thinks it's so important to recognize that they cannot become evangelists or advocates of our business unless they've gone through some process. She stated that people think that people are going to walk and speak great things about our organization just because we've sold them an item once or we've sold them an item twice. And it's so much more than that, there's a process that goes through that will convert that person from just feeling like, “Okay, I just did business with an okay company” versus “I just did business with a great company and I need to tell everybody else and I want my friends to shop from them and I want my family members to shop from there.”   Joey stated that all too often he thinks we ask for those referrals too early in the process immediately. For a while it was very popular especially in e-commerce settings when you bought something online for after you went through the checkout cart, they would hit you with a pop-up screen that said, “Who else do you know that would be interested in our product or service?” And they wanted you to enter an e-mail and he’s thinking to himself, “I haven't even received the product or service that I signed up for and you already want me to be sharing it with other people.” It's way too soon. It's kind of like being on a date with someone and you go on a first date and before the waiter takes your order for what you want for dinner your date says, “So, I'd like to meet your mom and dad.” It's too fast it's going to make me anxious I don't want to order then. It’s too early in the relationship. He doesn’t think you should be asking for referrals until the customer has accomplished their goal. That phase 6 level where they achieve the goal they originally had when they decided to do business with you. He thinks after that is when you start to ask for referrals and additional business because they have proven that their investment has had a nice return.   Joey mentioned that one of the things that Yanique probably had learned from some of their exchanges back and forth before scheduling this conversation, he has a tendency to be pretty direct pretty blunt in his feelings and his beliefs which sometimes can get him into trouble but that's the way it goes. He believes it’s a general rule the bar for customer experience on the planet is lying on the ground. He thinks that most businesses do very little to pay attention to customer experience. He’s in this space as well as Yanique and he knows the people that are in this space we work very hard at it. But he thinks globally, it is not nearly given the priority that it needs to be given. He thinks more often than not customer service gets attention, but customer experience doesn't. And he sees a distinction between those two phrases. He defines customer service as something that is more reactive, solving the customers problem, helping them to navigate using your product or service, whereas customer experience he thinks is proactive, it's all the perceptions that your customer has based on all the touch points and interactions they have with you. So, he thinks most companies that are doing anything are just kind of in triage reactionary state. A customer service state as opposed to thinking more holistically, how can we create the most remarkable interaction possible that is going to catch our customers off guard, is going to surprise and delight them and is going to leave them wanting more.   Yanique agreed and stated that it's definitely more of a proactive approach as it relates to customer service and of course customer experiences taking everything into account, more of a holistic approach and not just from a face to face point of view but just every possible touchpoint or channel that the customer could possibly have an interaction with you.   When asked how he stays motivated, Joey stated that he loves what he does. It's pretty easy. Being on stage is such a pleasure and such a delight. He takes very seriously his role and responsibility to educate an audience, to entertain an audience, to keep them engaged. He just absolutely loves it so every day he’s on stage is fantastic and the days he’s not on stage, he’s preparing for the days that he will be on stage. So, it's just absolutely incredible. He also really connects to the message that he’s trying to promote which is we need to care more about each other as human beings. Our businesses have a responsibility to not only take care of our customers but to take care of our employees and those two things have a tendency to feed upon themselves. The better experience you create for your employees, the better experience they can create for your customers, the better experience you create for your customer, the better experience it creates for your employees. It's just a nice little loop that feeds on itself.   Yanique agreed and stated that internal customer service is very important. The health of your organization not just the health of the employees but how they feel about the business is so critical. One of the things that we say in workshops or she’ll ask the participants if their company sells a particular product or service, I always ask them if they're actually a user, do they actually consume this product or service because that to me is a key indication if they believe in the company that they work for.   Joey agreed and mentioned that it's shocking how rare it is. In his experience he asks a very similar question and he’s always amazed at how few of the employees use the product or service and what he’s even more amazed by is that the businesses don't make it easy for their employees to use the product or service. For example, because he travels a lot, he finds himself in restaurants often and one of the things he always like to ask the waiter or waitress when he’s in a restaurant getting ready to order is, what are the two or three things on the menu that are your favorites, what do you like here, what do you recommend or what are the best things. And it never ceases to amaze him how it's very clear the way they describe things that they haven't actually tasted the dish they're recommending. If he ran a restaurant he would have it set up so that every employee in their first month on the job sampled every single dish we serve. And then they had a context and then about every three or four months he’d run them through that cycle again. And he’d give them the chance to try the specials and to try the regular items and to develop kind of their own palate as it related to the menu. It's not just restaurants, this can apply in every business on the planet, “Are your employees actually users of your product or service and customers of your business?” And if they are, what are you learning from them and creating opportunities for them to speak more intelligently about what you offer.   One of the interesting things is we ask our employees to create remarkable customer experiences but many of our employees have never had a remarkable customer experience. He explained that he was at an event recently doing a workshop for a company and the CEO told him, “I want to have first class service. I want to have Ritz Carlton service. I want to have white glove service and create those type of experiences for our customers.” He said, “Okay.” So they got the whole company together and he said, Here's the deal, how many of you have heard the CEO talk about the importance of a Ritz Carlton first class, white glove experience?” and every hand in the room went up, he said great. Let me ask you a few questions. Number one, “How many of you have ever flown first class?” and the CEO proudly raised his hand and the CFO raised their hand and no one else in the room raised their hand. And I said, “Okay, how many of you have ever spent the night at a Ritz Carlton?” and the CEO proudly raised his hand, the CFO put his hand down and still none of the other people in the room had their hands up and then I said, “Okay, one last question. How many of you have ever eaten a meal that was delivered by waiters wearing white gloves?” And no one put their hand up. And he turned to the CEO and said, “It's really difficult to expect our employees to deliver a world class customer experience when they've never had a world class customer experience.” So, if there were one piece of advice that he would give to business owners listening it would be make sure that your employees have a context and a framework for the type of experience you're asking them to provide for your customers.   Joey stated that he is probably one of the least online connected individuals that has ever been on Yanique’s podcast. He uses online resources but they're not very complex, he doesn’t have a huge presence on Social Media and he doesn’t use a lot of different tools but one that he does uses, and he finds to be incredibly effective and has helped his business dramatically is a tool and a service called Mixmax. Mixmax is a scheduling tool, it's kind of an add on that you can connect to your Gmail account or your e-mail account that allows you to click on a little link and offer available appointment times when scheduling, that has made my life so much easier because then when people get that email I can say I’m available at these three or four times. When they click on that time link it automatically books it on his calendar and if he gave the same time as a potential slot to two people when they click on it, it will tell them that that slot is no longer available and offer one of the other ones. It just has taken the 17 e-mails back and forth to do scheduling and really reduced it dramatically and I actually like Mixmax better than some of the other calendaring services because some of the other ones it gives you access to the person's calendar and you can see a bunch of things but you kind of have to figure out where to insert yourself. Whereas this one he feels like proactively says I care enough about you, the person he’s sending the e-mail to say, “I've allocated these particular windows of availability, which one works for you?” and they can focus in on it a little bit more than looking through all of the available times on the calendar.   When asked about the books that have had the biggest impact, Joey mentioned that this is a really challenging but fantastic question because for context, he’s in the process of moving right now and so he just recently packed up their books and they have north of 5000 books in their house. He loves books, he has read a ton of books, he loves being surrounded by books. There are so many books that have had a tremendous impact on him. He thinks back to some of the first business books he read which included Harvey Mackay's Beware the Naked Man Who Offers You the Shirt. Dig Your Well Before You're Thirsty by Harvey Mackay, Dale Carnegie's book How to Win Friends and Influence People. Tons of the writings of Tony Robbins Awaken the Giant Within and just lots of books that he read kind of back in the day when he first was starting. Then there's a bunch of business books that he read kind of as my thoughts around customer experience were evolving. His good buddy Shep Hyken has written a number of fantastic books on customer experience as well as Scott McCain and Jay Baer and mutual friend Dan Gingis. A number of folks that are kind of write more specifically in the customer experience space. He also tried to read fiction from with some regularity because he thinks if we're really looking at the human condition reading fiction helps us to understand people as well. So, he reads everything from science fiction to fantasy to kind of pleasure reading, fiction in the kind of espionage and spy novel space so he tries to read across a really wide swath of genres and topics.   When asked about advice he would give a business owner who lack the constantly motivated human capital. Joey stated that this goes back to that story he told right the best way to motivate your employees is to make sure that they're having an incredible experience. As the business owner, the manager, the executive, your employees are your primary customers. You need to be taking care of them, you need to be holding their hand to navigate them through the 8 phases, you need to be making sure that they're having a remarkable experience when they come to work. And so, he thinks if there was a question around, he thinks there are a lot of business owners that say, “Well our employees just don't get it, they're not motivated, they don't come with the kind of excitement that I need them to come to work.” He usually would ask those type of executives or owners. “Are you excited about the fact that those employees come to work? Do you let them know that, do you show them that in your words and in your actions and in your behaviors?” and usually by the time he gets to that level of questioning they're like, “Well, maybe not as much as I could.” and I'm like great, so there's a huge opportunity for us to improve the employee experience.   Yanique reiterate by saying that the gap that exists why there's constantly motivates human capital is the leadership influence that drives that whole engagement. So, recruitment is critical because you have to hire the right people. But after hiring them, there are things that you need to do to sustain their interest in what they're doing everyday so that they can be motivated.   Joey agreed and stated that you need to sustain your interest. He thinks part of the challenge we have in HR is that it's run like many businesses are run with their external customers. We spend all this time courting, marketing and selling, filling the funnel trying to convince someone to come work for us, trying to get them in the door and then they start, and they show up for their first day on the job and we don't have a desk for them. They don't know what they're supposed to be doing, they don't know anyone to go to lunch with or maybe if we do an onboarding program it's a day or two and then we kind of leave them to fend for themselves. We need to hold our employees’ hands, especially through the first 100 days of the employee relationship. What are we doing to make sure that they're achieving the goal they had when they came to work. Lots of times we don't even ask our employees, “What's your goal? Is your goal to get a cheque? Is your goal to grow a career? Is your goal to explore something new that you haven't thought about before? Is your goal to put to work the things you studied in school and have that be compensated for what you learned?” Every employee has different motivations and by the way those motivations change, they evolve over time. And so, what did motivate them to take the job in the first place six months in might not be the motivation anymore. Employers and managers need to have a finger on the pulse as to what's going on with their employees and that's how you get motivated employees.   Joey stated that there are two things that he’s really excited about right now. One more professional and one more personal. On the professional side, he’s thankful and appreciative of the tremendous support for the launch of the book, when we’re recording this, the book has been out for about 2 months now. They had great success as not only during the launch but since then. He continued to get wonderful feedbacks and reviews on Amazon from people and people sharing how they have been able to put the principles that are outlined in the book into practice in their own business and they are already seeing huge results, so, that’s been super exciting, the book culminates and kind of represents, he would say 20 years of his professional career but it’s really more 45 years of his entire life/career because it’s all the different things that he has been involved with and all the things that he has learned about human beings and trying to put that down on the paper as a way and hopefully provides some value to other people that helps them understand themselves and their customers and their employees better, so that’s been really exciting. On a personal note, in a few days of recording this episode, he will be moving from his home in Evergreen, Colorado which is high in the Rocky Mountains about an hour west of Denver. I'm moving up the state and down the mountain a little bit to Boulder, Colorado where they’ll be a little bit closer to civilization and the wonderful things. Their neighbors will be humans as opposed to bears and mountain lions. They'll will have the chance to kind of have a new chapter and a new experience for him and his wife and their two young boys, so excited about that. Moves that he thinks are a great opportunity to recommit and rejuvenate and set new habits and new practices and so he’s really excited about what this transition offers for his family and their personal lives but also for him and his professional life.   Joey shared listeners can find him at – Twitter - @thejoeycoleman www.joeycoleman.com     Khashf Joey shared that it's both an interesting and a timely question because as you might imagine with the travel schedule he keeps being on the road about two and a half weeks out of the month and just getting back from a trip about a week ago. He was on the road for about three weeks, his family got sick while they were on the road, so he had to reschedule the recording and that's just never fun to have a sick family especially when you're not at home. That makes it even worse and then they get home and they’re moving in two days. So, his quote would be from the incomparable quote master Winston Churchill who said, “When you're going through hell keep going.” That's kind of what he’s been trying to do as of late and he doesn’t want to be overly dramatic, his life is very blessed and he feels very fortunate but there's been a lot of stress lately with the travel and the move and kind of the craziness of the book launch and a number of things and so his goal has been just to keep putting one foot in front of the other, trusting that this will all eventually work out beautifully.   Joey also mentioned that the Nike tagline “Just Do It” is probably if not the best one of the best taglines in the world. He’s not a big fan of taglines because most taglines are watered down platitudes that could easily be given to any company, you could take the tagline and apply it to another company without anyone missing a beat. But he always points to Nike's Just Do it as one of the best out there. Yanique agreed and stated that it can be applicable to any industry or any area, even in kids going to school who are trying to advance themselves athletically or academically, just let them know that at the end of the day the only thing that's holding you back is your own fear. So “Just Do It.”     Links   Mastering Customer Experience and Increasing Your Revenue Online Course   Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman Awaken the Giant Within: How to Take Immediate Control of Your Mental, Emotional, Physical and Financial Destiny! By Tony Robbins Beware the Naked Man Who Offers You His Shirt: Do What You Love, Love What You Do, and Deliver More Than You Promise by Harvey Mackay Dig Your Well Before You’re Thirsty: The Only Networking Book You’ll Ever Need by Harvey Mackay How to Win Friends & Influence People by Dale Carnegie Mixmax  

Who is on the show: In this episode we host, Soren Kaplan. Soren is the bestselling and award-winning author of Leapfrogging and The Invisible Advantage, an Affiliated Professor at the Center for Effective Organisations at USC’s Marshall School of Business, a writer for FastCompany, a globally recognised keynote speaker, and the Founder of InnovationPoint, an innovation consulting company. Why is he on the show: His Wall Street Journal bestseller, Leapfrogging, was recognised as “Best General Business Book” by the International Book Awards and “Best Leadership Book” by the Axiom Book Awards. He is a sought after keynote speaker and is part of the Thinkers50 think-tank, which […]

Thomas Anthony Guerriero CEO & President  Oxford City Football Club, Inc. they are a publicly traded company that owns professional sports teams and is entering into college education programs that involve sports marketing Faisal Hoque serial entrepreneur and thought leader, founder of Shadoka  and other companies. Author of several books, including “Everything Connects – How to Transform and Lead in the Age of Creativity, Innovation and Sustainability”. He has been named one of the Top 100 Most Influential People in Technology and one of the Top 100 Thought Leaders Jason Jennings researcher and one of the most successful and prolific business and leadership authors in the world. His Wall Street Journal, USA TODAY, Business Week and New York Times bestsellers include: •It's Not the Big That Eat the Small - It's the Fast That Eat the Slow, Less Is More ,Think BIG- Act Small, Hit the Ground Running, The Reinventors- How Extraordinary Companies Pursue Radical Continuous Change. His latest book Portfolio Imprint of Penguin Putnam, The High- Speed Company tackles the subject of creating cultures of urgency and growth that are able to compete in a nanosecond world Rob Jolles sought-after speaker and best-selling author, Rob Jolles teaches, entertains, and inspires audiences worldwide drawing on more than thirty years of experience to teach people how to change minds. His keynotes and workshops on influence and persuasion are in global demand, including companies in North America, Europe, Africa, and the Far East. He's written a handful of books, including three bestsellers, translated in over a dozen languages. Named as one of the Top Ten Business books for 2014, his newest book, How to Change Minds, has appeared in USAToday, Investor's Business Daily, and countless other outlets

Thomas Anthony Guerriero CEO & President  Oxford City Football Club, Inc. they are a publicly traded company that owns professional sports teams and is entering into college education programs that involve sports marketing Faisal Hoque serial entrepreneur and thought leader, founder of Shadoka  and other companies. Author of several books, including “Everything Connects – How to Transform and Lead in the Age of Creativity, Innovation and Sustainability”. He has been named one of the Top 100 Most Influential People in Technology and one of the Top 100 Thought Leaders Jason Jennings researcher and one of the most successful and prolific business and leadership authors in the world. His Wall Street Journal, USA TODAY, Business Week and New York Times bestsellers include: •It's Not the Big That Eat the Small - It's the Fast That Eat the Slow, Less Is More ,Think BIG- Act Small, Hit the Ground Running, The Reinventors- How Extraordinary Companies Pursue Radical Continuous Change. His latest book Portfolio Imprint of Penguin Putnam, The High- Speed Company tackles the subject of creating cultures of urgency and growth that are able to compete in a nanosecond world Rob Jolles sought-after speaker and best-selling author, Rob Jolles teaches, entertains, and inspires audiences worldwide drawing on more than thirty years of experience to teach people how to change minds. His keynotes and workshops on influence and persuasion are in global demand, including companies in North America, Europe, Africa, and the Far East. He's written a handful of books, including three bestsellers, translated in over a dozen languages. Named as one of the Top Ten Business books for 2014, his newest book, How to Change Minds, has appeared in USAToday, Investor's Business Daily, and countless other outlets

Jason Jennings researcher and one of the most successful and prolific business and leadership authors in the world. His Wall Street Journal, USA TODAY, Business Week and New York Times bestsellers include: •It's Not the Big That Eat the Small - It's the Fast That Eat the Slow, Less Is More ,Think BIG- Act Small, Hit the Ground Running,and more. Jason's latest book for his publisher the Portfolio Imprint of Penguin Putnam, The High- Speed Companytackles the subject of creating cultures of urgency and growth that are able to compete in a nanosecond world.    Philip Blackett Founder and Chief Interview Officer of Magnetic Interviewing, LLC - a for-profit, social enterprise that focuses on helping young people nationwide ace their interviews for college, graduate school, jobs and internships  Emily Bartz Content Manager at NextAdvisor.com, a website that provides independent reviews and research of online services for consumers and small businesses. Emily covers online backup, cloud storage, people search, online dating, online college, legal services, online stamps and remote desktop George Helmer President and owner of Steve Reeves International and was a longtime friend of Steve Reeves - he was a former Mr. America, Mr. World, and Mr. Universe. He was also a major movie star in the late 50's and early 60's.  He had Millions of fans worldwide including many action movie stars of today's films. George's vision was to share Steve Reeves extraordinary life with fans throughout the world.  In 1996 George and Steve formed a new corporation, Steve Reeves International. The new company was established to continue the work of the society along with adding nutritional products, books, film documentaries and other related merchandise from Steve Reeves