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Daniel Salter worked for over 20 years with the US Air Force before joining the National Reconnaissance Office (NRO) in 1968 due to his expertise in electronic communications and tracking UFO activity. He spent over ten years working with the NRO, where he was part of a team of covert operatives whose task was to persuade witnesses not to talk about their UFO-related experiences. After completing his NRO career, Salter decided to go public in 1997 with what he had learned. One of his initial disclosure activities was communicating with others to discuss events at a Deep Underground Military Base near the town of Dulce, New Mexico, where a hierarchy of negative extraterrestrials ran operations that included human captives. The subsequent Dulce Files were eventually found by Salter's two grandchildren, Daniel and Derek, who were investigating his personal files which they inherited after his death. The Dulce files reveal Salter participated in discussions about different extraterrestrial organizations competing with one another in influencing humanity's evolution and controlling the Inner Earth. The Dulce files also reveal that American Presidents since Grover Cleveland (1895-1899 & 1893-97), have visited Telos, the capital city of an Inner Earth Civilization deep under Mt Shasta to conduct secret negotiations. The files also reveal the nefarious role played by high level Freemasons who have surpassed the 33rd degree initiation level known to the general public. Freemasons who have achieved 33+ degree levels interact with extraterrestrials and the Inner Earth. 33+ degree freemasons have also played a significant role in fomenting civil and international conflict both above and under the planet's surface, and reached agreements with the Draco Reptilian Empire to escape predicted cataclysmic surface events. While the Dulce Files were written 26 years ago, their relevance to events unfolding today cannot be discounted due to many similarities in conditions and many of the same forces maneuvering behind the scenes. Daniel Salter's career in the USAF and NRO provides a rare bird's-eye view of extraterrestrial organizations, Inner Earth civilizations, and secret societies that are essential to learn about today as similar conditions can be found all over the planet. Daniel and Derek have their own podcast (Shred the Veil) where they discuss their grandfather's knowledge and other witness testimonies on UFOs/ET life. 00:00:00 - Introduction 00:01:25 - Chapter 1 Investigate Daniel Salter's (grandfather) covert service record 00:04:53 - Chapter 2 Shifting from NRO Operative to Disclosure 00:07:45 - Chapter 3 Nazi UFOs & agreements with Draco Reptlians 00:09:47 - Chapter 4 The Dulci Files 00:13:52 - Chapter 5 HQ Interplanetary Phenomenon 00:20:03 - Chapter 6 Groom Wars of 1975 and Dulce Wars of 1979 00:22:49 - Chapter 7 Different ET organization discussed in the Dulci Files 00:25:54 - Chapter 8 Draco and Orion Subterfuge to take over the inner earth. 00:28:46 - Chapter 9 US Presidents who have visited TELUS City 00:31:07 - Chapter 10 Once Upon a Time - Inner earthers and Surface Humanity ... 00:32:58 - Chpater 11 33 degree Freemasons, Draconians, agreements, wars … 00:41:55 - Chapter 12 UFOlogy Today 00:46:11 - Chapter 13 NRO, CIA, SSP, Space Force 00:50:12 - Chapter 14 The Cash-Landrum UFO incident 00:53:51 - CHapter 15 Integrating Religion & Science & the Urantia Book 00:58:06 - Chapter 16 In Terms of Today's Controled Disclosure Naratives 01:06:34 - Chapter 17 What's next in Daniel & Derek's research, discovery and disclosure efforts --- Support this podcast: https://podcasters.spotify.com/pod/show/exopoliticstoday/support

#war #crimes #corruption #power Bridget Welsh: “Very Possible” That PAS Could Govern Malaysia One Day  Bridget Welsh is an independent American scholar who has lived in (and analysed) ASEAN and Malaysian social, political and economic developments for over three-and-a-half decades, writing books and advising companies and NGOs how to navigate one of the world's most important and exciting regions.  Welsh's views on Malaysia and ASEAN's future are explosive and troubling. They are also truthful and nuanced. This could be one of the most important discussions anyone can consume in this era of great change, risk and opportunity.  Listen with an open heart and a constructive mind. It might yet help you navigate an uncertain future. CONTENTS  00:02:18 - Who's Bridget Welsh?  00:04:08 - What Foreign Companies and Other Countries Want to Know About Malaysia  00:05:10 - What Welsh Tells Them  00:06:40 - ‘Unseen Forces' and ‘Drivers of Change': Explain  00:10:01 - How Foreign Direct Investment (FDI) Is Responding to these Forces  00:13:25 - How Anwar's Govt Has Failed on Corruption, Reform and Inequality  00:16:20 - Are Coalition Politics to Blame for these Failures?  00:17:43 - The Link Between a Failed Govt and the Black Market  00:20:10 - What Most Malaysians Don't Know About Malaysia  00:21:39 - What Drives Voting Behaviour in Malaysia? Including the So-Called ‘Green Wave'  00:24:50 - What and Why Are the Drivers Behind the Green Wave?  00:28:57 - The Green Wave Hit Penang Hard  00:31:04 - How Did DAP Lose So Much Ground In Penang? 00:32:55 - Who's to Blame?  00:35:25 - What Happens Next in Penang? Will the LRT Alleviate the Wealth Divide?  00:40:26 - Secession: Possible for Johor? Penang? Sarawak? Sabah?  00:43:55 - The Tinder Box that is Malaysia .. KK Mart .. etc  00:49:20 - What Do Foreign Investors Do With Malaysia: Buy? Sell? Hold?  00:52:27 - Who's the Most Effective of the Ten Prime Ministers Malaysia Has Had?  00:54:25 - Media Freedoms: Regression, Concern?  00:56:40 - Independent Thought and Racial Harmony: An Inconvenience to the Powers That Be?  00:58:09 - Transnational Crime and the Black Market (aka ‘Dark Economy') 01:04:54 - Missing Aeroplanes, Murdered Bankers and Assassinated Brothers of Korean Dictators - Malaysia is a Daily Hollywood Script  01:12:01 - What Does Malaysia Look Like in 10 Years Time?  01:14:05 - Political Stability As a First Key Theme in Malaysia, PAS as Malaysia's Next Govt: Chances Out of 10? And in How Many Years?  01:15:02 - Are PAS More Honest and Responsible Than the Others?  01:18:25 - The Youth As a Second Key Theme in Malaysia  01:19:59 - Economic Restructuring As a Third Key Theme in Malaysia  01:21:06 - Racial & Religious Issues / Concerns As a Fourth Key Theme in Malaysia  01:22:06 - What Are the Chances of Another Race War? 01:22:56 - Were the 1969 Race Riots Planned?  01:26:03 - Where Malaysia and ASEAN Figure in the Greater Global Discussion  01:33:16 - Malaysia's Stance on Palestine-Middle East: And Malaysia's Choice of China over the US. What They Both Mean.  01:36:43 - How Indonesia is Handling the Middle East Issue  01:40:31 - There Is a Serious Lack of Leadership and Statesmanship All Over the World  01:42:42 - What Are the US' and China's Appetite for Participation in a World War? Can Malaysia Stay Neutral?  01:44:25 - Unlike their Elders, Israel's Younger Generation Don't See the Value of Peace  01:47:10 - Simultaneously, there are Conflicts Simmering Elsewhere: Myanmar, Thailand are Examples ..  01:48:28 - Social Media Reinforces Hate and Discord  01:49:09 - What is the Possibility of a Third World War? 01:53:05 - ASEAN Has Been ‘Pathetic' In Terms of Solving its Own Problems and Taking A Stand  01:54:01 - China. Taiwan. What's Next? Escalation?  01:54:33 - US Elections. Foreign Policy. What's Next?  01:57:30 - A Trump Win Will Result in an Escalation.  01:58:17 - Advice. To Navigate an Uncertain Future  (Many thanks to the Asia School of Business for their collaboration with The Do More Podcast, in whose studio this conversation was recorded. The Asia School of Business is a partnership between MIT's Sloan School of Management and Bank Negara Malaysia). FOLLOW BRIDGET HERE:  URL: https://bridgetwelsh.com/bio/ Podcast: www.straighttalkseasia.com LinkedIn: https://www.linkedin.com/in/bridget-welsh-424691a0/ X: @dririshsea MalaysiaKini articles: https://www.malaysiakini.com/en/author/Bridget%20Welsh Follow Chuang here:  URL: http://www.domore.my/ LinkedIn: https://www.linkedin.com/in/hsu-chuang-khoo-ab199343/ FB: https://www.facebook.com/khoo.chuang/ IG: https://www.instagram.com/khoohsuchuang/ Follow DoMore here:  WEBSITE: https://www.domore.my/ YOUTUBE: https://www.youtube.com/c/DoMoreTakeChargeofYourLife ITUNES: https://apple.co/2lQ47mS GOOGLE PLAY: https://bit.ly/3b1l8iO SPOTIFY: https://tinyurl.com/y6zufvcp PODBEAN: https://domoreasia.podbean.com/ INSTAGRAM: https://www.instagram.com/domore.asia/

Len Covello, Chief Technology Officer (CTO) at Engage People, leading the long-term technology vision of the company and is responsible for driving continued innovation in the loyalty sector. He is an innovator in the technology space and a thought leader in loyalty.  Len started his first technology company at the age of 18 and most recently was the Director and Chief Technology Officer with Access (formerly LRG Rewards). His passion is web-based application design and development across a wide variety of business applications, particularly in user interfaces and process automation.  He's an active member of Forbes Technology Council, a cornerstone of the Engage People executive team and member of the board of directors.   Questions ·     We always like to give our guests an opportunity to share in their own words, a little bit about their journey, could you tell our listeners how it is that you got to where you are today? ·      Now, could you tell our listeners just a little bit about what Engage People does? ·      What are your views, and you can tell me, since you're a loyalty expert in terms of like cross exchanges. So, let's say for example, you have loyalty points from an airline, but you're able to use those loyalty points from the airline at a hotel, or maybe for an attraction that you'd like to visit. Have you seen those kinds of activities happening, is that something you see happening in the future? ·      If you are to give our listeners maybe one or two trends that you see emerging in 2024 and beyond as it relates to loyalty and rewards and using it as a currency on its own, what would those be? ·      Now could you also share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? ·      And could you also share with our listeners maybe one or two books that you've read, it could be a book that you read recently, or even one that you read a very long time ago, but it has had a great impact on you. ·      Can you also share with our listeners 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. ·      Now, if you could choose one word or one attribute or characteristic that you believe a leader needs to have in order to have a team that is intrinsically motivated? ·      Where can listeners find you online? ·      Now, 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'll tend to revert to this quote if for any reason you get derailed or you get off track, the quote kind of helps to get you back on track. Highlights Len's Journey  Me: We always like to give our guests an opportunity to share in their own words, a little bit about their journey, could you tell our listeners how it is that you got to where you are today?   Len shared that it's one of those stories, he doesn't think it's a straight line to get here, when he was quite young, as mentioned that 18 he definitely enjoyed working with computers, building applications. But he was always tied to the user experience, he was always tied to that ability to make things run a little more efficiently. So, he started building just web applications, very crude back in the day, so, internet was still pretty young. And started building these solutions for different organizations and eventually met with a company that was in the loyalty space.  And they provided basically legacy loyalty, so, for those of us that remember you used to get a catalogue sent to your house, and it had some items that you could redeem from, and you'd either phone in or potentially fill out a form. And they talked with that organization about all the things they could bring there and that's what really started the precursor to engage was adding first solutions for the redemption and the fulfilment and then understanding more about the space and started as two of them and eventually, they ended up acquiring that company in the loyalty space that became their focus and turned into 150 plus people organization.    About Len's Company - Engage People Me: Now, could you tell our listeners just a little bit about what Engage People does? I know you mentioned that it's focused on loyalty but kind of give us a synopsis of what problem are you really solving for customers?   Len shared that they're a technology company at heart, loyalty just happens to be the discipline they play in. What they really like to do is innovate and impact an industry that they play in, and what they mean by that is in loyalty, it's been a pretty legacy solution based business he'd say where a lot of the advancements that they see in other industries didn't make its way to loyalty. So, what they do at Engage is they provide solutions to help organizations run loyalty programmes, and that can be on the earn side, so when you're a member of a programme and you swipe that credit card or tap that credit card, you earn some points.  They provide the solutions that a lot of financial institutions use to do that. But he thinks the really exciting thing about what they do is on the redemption side, so when a customer looks to use their points, and really a lot of advancements come there, and one of the things they do today is they're one of the leaders in the pay with point space. And what that means for their customer is, instead of ordering from that website, or that catalogue, you can now go on to your favourite ecommerce store or pull up to a BP station, tap that card and use your points as a form of currency, so Engage really services the loyalty industry in those two spaces. But again, the exciting part is the pay with points.   Me: And what companies and industries do you think should consider implementing loyalty points as an alternative payment choice?   Len shared that really anyone that's taking any form of payment today, over the past few years they've seen some alternative forms of payments, whether it's different cryptocurrencies or even the BNPL solutions that exist, a loyalty currency is a funded currency, there's no risk with it, it's got that value, it's funded.   So, any company running a loyalty programme, whether it be a bank, a hotel chain, an airline, they're funding that currency, so if you're looking to accept payments, what you're really doing is exposing your members or your customers to use what effectively is a $200 billion a year currency that gets issued each year, so significant amount of money. So, he doesn't think there's really a specific industry that should accept this, it's all industries that are accepting any form of payment.    Me: And based on your experience in this space Len, could you give our listeners an example of, let's say an industry that the loyalty points works in, and that you found it to be extremely successful and of high value?    Len shared that one of the things that surprised them, so they do this today for companies like Amazon, so the everyday item that you're looking to make that purchase, you can now use your points to check out.  What they were really surprised with and pleasantly surprised is they brought this to the gas space, or the petrol space, depending what area of the world you live in. So, you can go and fill up your vehicle and tap your points and it presents a real time offer to the customer to use their points and they were amazed at the uptake on that because loyalty typically, people think of it as an aspirational type usage of points.  But what they've seen with the pandemic and even the way the economy is looking these days is a lot of people are using this to help subsidise just the increased cost of living or those everyday expenses.  So, it's been a pleasant surprise that through their technology, they allow customers now to offset those everyday expenses that they have. So, he would say those small items, purchasing a coffee that you would every day, and now being able to use your points, that's where they've seen really an incredible impact.   Me: And just listening to you speak, I'm here thinking too with loyalty points, well, at least for the ones that I redeem, for example, at my supermarket, I feel like I patronise this business on a weekly basis, monthly basis consistently and if I'm able to even get two grocery bills paid for fully with loyalty, I almost feel like I'm getting back some investment from doing business with this company over extended and consistent period of time. Is that pretty much how they sell the whole loyalty experience? Because what I found as well is a lot of companies sign you up for loyalty rewards, but then if you don't remember to ask, okay, so can these rewards be redeemed? How does it work? Typically, it just sits there and you don't even know you have points and then you heard they expired.   Len stated that that's really what they're seeing a lot of change in is, especially the programmes you don't interact with every day, like you mentioned, you're visiting that grocery store frequently and that relationship is what loyalty is, it's really a relationship, to use your words, you're going to patronise them by continuously shopping there, and they're going to give you something in return for that.  And that's where the currency really comes into play, it's letting you know that they value you coming back to that location, time and time again, and they want to give you something back, and really treat you a little different than any other customer that would just walk through the door.    Loyalty Programmes – Cross Exchanges Me: What are your views, and you can tell me, since you're a loyalty expert in terms of like cross exchanges. So, let's say for example, you have loyalty points from an airline, but you're able to use those loyalty points from the airline at a hotel, or maybe for an attraction that you'd like to visit. Have you seen those kinds of activities happening, is that something you see happening in the future?   Len shared that it's already starting to pick up and so they're from Toronto, so Canadian organization, there was this thing that really only worked in the country for some reason, which were coalition programmes where a lot of different programmes came together, use a common currency.  And they're seeing a lot more of what you just mentioned, where companies are comfortable with themselves. So, they're saying, “We know you're going to keep interacting and shopping with us, and we're going to issue that currency, but we're going to let you spend it in other places, because you're still seeing the value in where you earn those points.”  So, if he's comfortable with the offer he's providing, and he's confident that he's got a relationship with you, then it really is advantageous to tell you, you know what, you can use those points to book a hotel, even though you earn those points from a grocery store or from an airline. And then when you stay at that hotel, you'll reflect back and say, you know, this trip was covered, either in part or the whole thing was covered, because I shopped with insert any company you want here, whether it was Sephora  or was Hilton, it doesn't matter.   Me: And you would remain loyal to the company that allowed you that affordability to have that vacation, as you mentioned, hotel room paid for because of your purchases with them.  Len agreed absolutely.   In Terms of Loyalty and Rewards – Trends Emerging in 2024 Me: So, in terms of future trends, I know AI I'm sure has some impact on the whole loyalty programmes that are implemented, but as a loyalty expert and seeing that you've been in the space for so long. If you were to give our listeners maybe one or two trends that you see emerging in 2024 and beyond as it relates to loyalty and rewards and using it as a currency on its own, what would those be?   Len shared that he thinks the first one is what Yanique mentioned, it's the ubiquitous nature of those points. So, they're going to be free for you to use and more and more locations and a lot more cross promotions with brands. So, they're going to be very comfortable in their partnerships, they're going to be very forthright with who they want to partner with and you'll be able to fly in on an airline, take a ride share to a restaurant, and that ecosystem will exist to use your points all together. So, he thinks that's the first thing we're really going to see a lot of.   And he thinks some of the things they've talked about in this industry for years, the personalization for a customer that really wants one experience. Although the technology has been there, it's been hard to manage and implement or just kind of onerous, and bringing tools like machine learning and AI into that space will assist with that. So, he doesn't think it'll be anything ground-breaking, like people tend to predict out there, but a lot of utilization of that technology to execute some strategies that have existed for some time.   App, Website or Tool that Len Absolutely Can't Live Without in His Business When asked about online resource that he can't live without in his business, Len shared that he thinks for them, it's Slack. Just that ability to message. So, personally, he uses a tool called Trello a lot and it helps him organize his thoughts, he's a pretty visualized person. But he would say the tool that's probably open the most on the screen on his devices is Slack and it's that ability to message people, especially as they move to a remote work environment, it's really kind of an invaluable tool for them.    Books that Have Had the Biggest Impact on Len When asked about books that have had a great impact, Len shared that they fall into two categories of things that really interests him. So, he likes a lot of documentaries, biographies, things of that nature. And like mentioned early on, he kind of fell into this space, it was something he enjoyed doing and eventually got into a leadership position. So, anything he can read about understanding how to be a better leader, how to run an organization is really big for him.  So, anytime he gets a chance, anything he can read or listen to from Simon Sinek is just helpful for him on how to be that that servant leader, there's a great book that really apply to their organization as they grew from Ben Horowitz, which was The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers. And that taught him some great lessons and exposed the fact that growing a business isn't easy, it's not always a straight line and goes in a perfect direction. So, those are the types of books that really helped him on the leadership side.  And then on the flip side, the artistic side of things is he really admire people that have done some pretty incredible things in whether it's the user experience space, the artistic space, it could be music. So, just recently, he read a book about Jony Ive from Apple, who is the genius behind Apple's greatest products, and he found that to be really inspiring for him.    What Len is Really Excited About Now! When asked about something that he's really excited about, Len stated that that's great question. They've been fortunate to work with some pretty large global organizations.  So, right now there's some things he can't share the details, but things that are transforming kind of the payment ecosystem with some of the largest brands in the world, that's really exciting.  It's that opportunity to be truly impactful and to do something differently. So, on the work side, that's something he looks forward to each day, and they've got a team, product and innovation team that really drives a lot of that change here. So, it's exciting for him to actually interact with their team day to day, they've got a fantastic team and working specifically on this project that he's mentioning, just inspires him.   One Attribute | Characteristic a Leader MUST HAVE to Motivate Their Team  Me: Now, if you could choose one word or one attribute or characteristic that you believe a leader needs to have in order to have a team that is intrinsically motivated? So, they're not inspired by money, you don't have to dangle things in front of them to get them to do the work it but they're intrinsically motivated because as a leader, you inspire them. What would be that one word or that one trait or characteristic?   Len shared that the word for him is Trust. The people they have at Engage really drive the organisation, he always say that on any of these podcasts or interviews to anyone that's listening is they're really driven by their people.  And he thinks the thing that they appreciate the most about the leadership and just others in the organization is that level of trust. So, that's not always the case, organizations have people that come and go that don't necessarily exude those characteristics or those traits. But he would say as a leader, if your team can trust you, they know you have their best interests at heart, and they know you're looking out for them, then they're willing to do the same for you.   Me: Alright, awesome. So, trust, I like it.   Where Can We Find Len Online Website - www.engagepeople.com LinkedIn – Len Covello Twitter/ X – Len Covello   Quote or Saying that During Times of Adversity Len Uses  When asked about a quote or saying that he tends to revert to, Len shared that he doesn't know that there's a quote, that's a positive quote, they have some funny ones, sometimes probably not appropriate. But he doesn't go to a quote, he tends to go to moments in time that he thought were really beneficial to him.  So, there's always a point in his career and he remembers it vividly to this day where now a mentor to him saw him at a point where he was still at he'll call it immature in his business acumen and sat him down and taught him how to be more measured.  And he thinks that's the best thing you can do that a lot of the leaders that he admires have the ability to not get too up on the highs and not get too low on the lows, and just be measured with things and have that opportunity to take a step back, really evaluate the situation and understand that you'll get through it.   Me: All right, awesome. Well, thank you so much Len for taking time out of your very busy day and hopping on this podcast with us and sharing all of the great insights as it relates to loyalty and having it as a viable currency that you can use in an organization. And also looking at some of the emerging trends that we can look forward to in terms of loyalty rewards and points being something that can be more acceptable across the board regardless of where you are, what part of the region you are in the world that customers can just have greater access to benefits from organizations that they love, organizations that they patronise consistently, organizations that have been a part of their lives for so many years, that they can actually have some value out of it through having it as a viable payment option and getting back something in return. It was a great conversation. Thank you so much.   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 •     The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers by Ben Horowitz   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!

Welcome to New Money, Old Rules: The Gilded Age Podcast!  Join Caroline and Mike each week as they discuss HBO's period drama, The Gilded Age! Photograph by Barbara Nitke/HBO This week on New Money, Old Rules: The Gilded Age Podcast, Caroline and Mike (finally) discuss The Gilded Age Season 2 Finale, Episode 8, "In Terms of Winning and Losing"! Join in the conversation on Twitter at @podclubhouse and our Facebook Group, The Gilded Age Fan Group (HBO Series)! Listen, rate, review, and subscribe to New Money, Old Rules: The Gilded Age Podcast on Apple Podcasts, Spotify Podcasts, or wherever you listen! Please leave a 5-Star Rating! Also, write in and leave us comments on PodClubhouse.com, we'd love to hear from you! MORE IN THIS SERIES Season 1: Trailer | 1 | 2 | 3 | Kelli O'Hara Interview | 4 | 5 | 6 | 7 | 8 | Julian Fellowes and Sonja Warfield Interview | 9 | Harry and Rupert Gregson-Williams Interview Season 2: 1 | 2 | 3 | 4 | 5 | 6 | 7 FOLLOW THE HOSTS ON X (F/K/A TWITTER) Caroline | Mike  ### Credits: Music: “String Quartet No. 12 in F Major, "American", Op. 96: IV" by Antonín Dvořák. New Money, Old Rules: The Gilded Age Podcast is a Pod Clubhouse original production, recorded and produced at Pod Clubhouse studios. This episode was edited by Caroline Daley and assembled by Michael Caputo.

Michelle Pascoe (CSP) is an international speaker, accredited trainer, researcher, author, podcaster and experienced businesswoman. She has an undeniable passion for customer service, mystery shopping and team motivation, and is a specialist in every aspect of service operations and processes and their impact on the customer experience.   In 1994, she founded one of Australia's most respected training companies, Optimum Operating Procedures and Services Pty Ltd (OOPS). Serving the hospitality industry for almost 30 years, OOPS is still a thriving provider of mystery shopping, service benchmarking, surveys and focus groups, competitor audits, team training and leadership development - including the highly successful Middle Management Movement program.  Michelle's key focus on passion pertain to service delivery and the expectations of the 21st century customer, through mapping their journey, and she firmly believes that a feeling of belonging created throughout the experience is a key point of difference in creating the essential human connection.   Questions • So, could you share with our listeners a little bit about how you got to where you are today? • Could you maybe just put in context for us just how it is that services in your country currently are in your part of the world? And what are some of the main service issues, maybe across different industries, if there is like maybe a two or three overarching themes that you've identified since you work with different organisations that you've found that companies tend to struggle with in terms of delivering that excellent service? • One of the things I wanted to find out from you, as it relates to that specific point, do you believe that the customer becoming rude is a behavioural issue that is maybe cultural in terms of just their mannerism? Or do you think it is a catalyst as a result of how they're being treated? • And as listeners of this podcast, if there was like a business owner, or maybe a senior person in a customer success or customer experience department that would be listening to this episode, and they themselves are considering doing such an activity (mystery shop) for 2024, what would be your advice? What are some of the benefits that you think will be derived? • Now, can you also share with our listeners, what's the one online resource, tool, website or app that you absolutely can't live without in your business? • Can you also share with our listeners, maybe one or two books that you've read? It could be a book that you read a very long time ago, but it has had a great impact on you, or even one that you've read recently. • Now, Michelle, can you also share with our listeners 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, before we wrap our episodes up, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you got derailed or you went off track, the quote kind of helps to get you back on track. Do you have one of those? Highlights Michelle's Journey Me: Now, before we start getting into the core of the conversation, we always like to give our guests an opportunity to share in their own words a little bit about their own journey. So, could you share with our listeners a little bit about how you got to where you are today?   Michelle shared that she started her business back in 1994. So, it only seems like yesterday, even though it's nearly 30 years, 3 decades. And how she got into the industry was she's been an employee for a number of years in the hospitality and marketing fields and she had a horrific interview and she thought back to herself then, this is not a way to run a business.  So, after a very short period of time, she did some various courses, business courses, and she started her own business. Now the development over the years from back then, which was offering more piping services because that was one thing she was good at, she slowly moved into training. And then within a few short years, got into the hospitality industry and absolutely love it, because to her, the connection with the customer, both the internal and the external customer, just gives her so much joy and passion.  And over that time, some of those young boys and girls she trained nearly 30 years ago are now CEOs of their own businesses, and she has had the honour and privilege of seeing their own personal journey. But they have also taken her on the journey through the various companies that they have been with. So yes, it's been a wonderful 3 decades and she looks forward to more years ahead of her.   In Terms of Delivering Excellent Service, What Are Some Main Service Issues or Overarching Themes Identified Working with Different Organizations Me: So, you are in the service industry for many, many years now. And I know services pretty much standard across most countries across the world. I've interviewed persons from Australia before on this podcast, but I always like to get a perspective from people that are from different parts of the world. So, could you maybe just put in context for us just how it is that services in your country currently or in your part of the world? And what are some of the main service issues, maybe across different industries, if there is like maybe a two or three overarching themes that you've identified since you work with different organizations that you've found that companies tend to struggle with in terms of delivering that excellent service?    Michelle stated yes, you are correct in the sense that service is an expectation no matter what country we are in, in the world. However, in Australia, and she says it's very similar, she's not long back from the US herself, is that they are still struggling to have people apply for positions. Now, Australia is a very large country, they have a lot of regional areas that their city people and their overseas tourists love to come to, to travel and enjoy the outback areas, however, their expectation is that the restaurants will be open, the hotels will be open, the service will be impeccable, and it should be and the owners of those businesses really try. But it's very, very, very hard to get staff at the moment.   They are finding when they closed their borders, a lot of their overseas backpackers who work predominantly in the hospitality industry have not returned, it's very slow. And they're also finding even in their city venues, and this is across all industries, not just hospitality, that it's a longer process now for people to actually come in to businesses and wish to apply. Before 2020, they were finding that they have a number of applicants they could choose from, but now it is trying to even get people to apply and then retain them. The world has changed in that not that everybody just comes to work at home, because that's just not serviceable, particularly in the hospitality. But it's understanding that we are now working with four key generations.  And so, what are we offering them in the workplace that is going to provide not just that simple analogy of lifework balance, but actually what are we actually asking them questions, finding out what they're needing? And she thinks we're finding the businesses that are doing that and changing the rostering system to perhaps what it was always been for many, many years, is attracting the right applicants slowly, but it is getting better. So, she thinks that's probably one of the key areas.  When it comes to service is understanding what customer's needs are. There's a lot of intolerance, there's a lot of entitlement from customers, she'll put her hand up and openly say that they see that so often, the rudeness of customers and this idea that they think that provider of that service is a servant, and not just providing a service. And that's what they're doing. People are providing a service, they are serving them, but they are not a servant.  So, they do find that a lot of people that are new in the industry when it comes to customer service, whether it's retail, hospitality, real estate, that they leave pretty quickly, because they get hurt, the resilience is low, it's hard, some customers are quite rude. So, how can handle that? Certainly an area that she's finding they work on a lot with the training now is how do we handle those customers? What can we do proactively before they become that intolerable customer, so to speak? And the other is consistency, and they'll talk about that a little bit later on is that companies do clearly need to define what the vision is, what their values are, and what their expectations, because they find that when they're not, businesses that they'll be highly recommended one way, and then social media will destroy them the following way. And it may well be due to something that it could be easily fixed if they had a clear vision and expectations were set beforehand. So, they're probably the three areas that they're finding that's impacting the businesses across in Australia.   Customer Behaviour  Me: I found it interesting when you mentioned that the customer becomes rude and as a result of that you find that a lot of people are leaving from the customer experience professions because their tolerance becomes very low because of how they're treated. I don't think I've ever heard anyone put it in that perspective before but one of the things I wanted to find out from you, as it relates to that specific point, do you believe that the customer becoming rude is a behavioural issue that is maybe cultural in terms of just their mannerism? Or do you think it is a catalyst as a result of how they're being treated, their needs not being met, communication not being consistent and clear and that propels them into that state of being very intolerable and aggravated and rude to the customer service providers. What has your experience been there?   Michelle stated that that's a really good question. People's expectations have changed, we now have a world that everything is instant and we see so often that they now believe it's all about me, we see that on the roads, when people are driving the road, they won't let you in or they believe that they should be at the front of the queue, because they've got a busy day. And it's all this self-entitlement, now, this certainly is not all our customers and unfortunately, they are the minority, but they make the most noise and they impact the most on our beautiful people that are providing the service.  So, it is this feeling of self-entitlement. We've found with those couple of years of shutdown, in particular, that the people that were coming out of that they are still learning that they have to wait for service, that they have to understand things are a little bit slower. And she thinks that's what's really key is when that is shared with them, it's communicating, it's not making excuses from the company, but the company sharing with them, she's seen them in the USA, small signs that we're short on staff, sorry, for the delays, we are wanting to provide you the best customer service. Now, she knows not everybody reads signs, but just that little bit of a pre warning may assist with some customers, but those ones that are totally intolerable, we're going to handle them because that's just part of what service is, but it doesn't mean we have to accept rude behaviour.  And she thinks that's where it has to be very clearly communicated to the frontline team that management or the owner of the business won't accept that and will intervene when a customer has overstepped the comments perhaps, or their interactions with that service provider or is impacting with other customers, there's not a lot, there's only a few, but they do find, and what they're finding there more and more is that these people just believe that they're entitled to have this service right now and don't worry about anybody else, which is disappointing.   What are Some of the Benefits that Derived from Market Research (Mystery Shopping)  Me: Now, a big part of what you do, based on what we read in your bio was also mystery shopping. And I'm sure you do mystery shopping across many different industries, have you found that the mystery shopping helps to identify to organisations what their key pain points are? And as listeners of this podcast, if there was like a business owner, or maybe a senior person in a customer success or customer experience department that would be listening to this episode, and they themselves are considering doing such an activity for 2024, what would be your advice? What are some of the benefits that you think will be derived?   Because the intervention itself of mystery shopping can be a very expensive venture, why would you recommend to a CEO or someone who is in customer success or customer experience, to recommend to their organization to invest in something like this? Because I find a lot of organizations tend to, they may want to do it, they hear about it, but then they're not able to connect the dots in terms of the financial gain that they're going to get from a report like that, or data submitted from that and how does that translate into transforming the experience that it will increase the dollar value in their organization, when they look at their bottom line at the end of the year, there's more money, not less money. Michelle stated another great question, and she loves mystery shopping. When she first created their own proprietary software, which is over two decades now, she never wanted it to be defined or catch people out in it. A lot of frontline team members, as well as owners of businesses think mystery shopping is all about finding the faults in your business. She's always changed the narrative around that, that they're looking for the shining lights in your business, as well as where there are opportunities.  So, if she can just give a quick analogy of the reports that they do is both objective and subjective. Now, you have to have those both areas in mystery shopping. There is no point in just having a score, because a number means absolutely nothing unless it has got qualitative research behind it.  Now, quantitative research which gives you those stats, it's important because you've got that number then to go, “Alright, we've got 85 this month, and what can we put in place now to rise that number.” But you want to understand, how did you get that number of 85, so for the listeners, she would say first off, break up the report, what they're going to look up into four key areas, the service, image, marketing, and compliance or regulations that they may have in their particular industry, or even their own personal regulations or compliance in their own business.  And then when looking at those questions, it's both looking at them that purely objective questioning where, are they wearing their name badge? Yes or no. But then it could be, you'd have a number of questions about that actual service, did they take an audit? Did they use your name? Did they offer you an option there all those objective questions, which are fantastic for those scores, that you can measure that data every month, or how often you do it. But then it's about that qualitative information. Because, at times, we could have an experience where the register doesn't work, or there could be an issue with the actual process of delivering a particular product, but it is how it's handled by that frontline person, or that owner of that business that brings in that subjective experience. And that's what's absolutely key.  So, having those questions in there, and that ability to make a comment on those questions. And it could be, the register was not able to be used, it was broken down, so instead of the staff member just shrugging their shoulders and saying, “Oh, can't serve you it doesn't work.”  What did they do? Did they do they offer for you to take a little bit longer to walk around the store? Do they ask you to come in and having a sit down, we can serve you the coffee, and then payment can be a little bit less? What was those ways that you and your team connected with that person who's coming to your business, to ensure that they have this amazing experience, even when things aren't working the 100%.  So, yes, mystery shopping can be expensive, it doesn't always have to be but a couple of tips, is you're investing in your team, this is not about catching people out, it is about those shining lights that show to others how wonderful, what happens when the service is provided, the impact that it has, and also gives you the opportunity to get some very important and information back from your customers. It also shows you where there are friction points, those pain points where the length of time is too long. She does a lot of research in multi generations, as you may well be aware in particularly Gen Z, they're looking for that frictionless point, they don't want to be held up in queues, they want to be able to just order and the foods delivered, for example.   So, mystery shopping identifies where those friction points are, and also identify those areas that are working really well. Or perhaps there's an area that it's working, but what can we do to step it up. So, she's going to say mystery shopping as an investment.  And she's had same clients for over two decades, and the data that she has on them, particularly one client, they started off with one business, they have now gone into seven different businesses, they've reached out into other areas of business and different forms of industry. And all because they've always measured what they've done the month before with the mystery shopping. So, she can understand that some businesses may feel it's an expense, but it is truly an investment in their business, as well as in their team.    App, Website or Tool that Michelle Absolutely Can't Live Without in Her Business When asked about an online resource that she can't live without in her business, Michelle shared that  it's funny the technology you always think it's great when it's working, but when it doesn't, it can be frustrating. One of the beautiful tools that has really come out is Canva. And it's an Australian girl who started and it is now worldwide where you can create anything, it is absolutely beautiful. You can create posters, you can just create words and everything just looks wonderful. She suggest to the listeners to have a look at that Canva is really good.  The online platform she uses for all her online training is Kajabi and she found that out through coming to the US, she comes quite often throughout the years. And she loves that for an online platform, and she suppose, as an app, and what we're all getting into now many of us is this Chat GPT, how to use it wisely. But she's found it's good, you can put the information in there, ask it to give you some ideas, you don't take them all but it's certainly a way of well, “How do we make this perhaps what I said a bit more compelling in the written word.” But yes, they'd be her three Canva, Kajabi and Chat GPT.    Books that Have Had the Biggest Impact on Michelle When asked about books that has had an impact, Michelle shared that she's an avid reader. She loves reading and self-development in business she thinks is absolutely key. But most recently, when she says most recently, it was the start of last year, she was given the book, The Gap and The Gain: The High Achievers' Guide to Happiness, Confidence, and Success by Dan Sullivan and Dr. Benjamin Hardy, phenomenal book, have you read that book?  Me: I have not.  Michelle stated that she just got it here in front of her. It's got the High Achievers' Guide to Happiness, Competence and Success. And when you go through the book, the both of them speak about and many of us know that Dan Sullivan is the founder of some strategic coaches. Too often in life, we look at that gap, instead of looking at what we've gained. She always say to her clients, those wanting to build their membership and they start off at zero. And they say, “Oh, you know, we wanted to achieve 100 new members by the end of the week.” And when they get to 50, when she sees them, they go, “Oh, we only got 50.” And all they're worried about is the 50 that they didn't get, but she said, and this is what comes from the sport is, but look at the gain, you started off with zero, and now you've got 50, that's fantastic.  And honestly, it is a book that changed her whole course and her business. And she's saying that with hand on heart, it is a book that not only has changed her business, but also her life and her thoughts in too often we spend in that gap and not enough time again and how to do that. And they've written some further books both of them together.  The other was Who Not How: The Formula to Achieve Bigger Goals Through Accelerating Teamwork, which is fantastic. And of course, there's another book, it's just come out about 10xing and how to 10x instead of 2x. So, her absolute favourite is The Gap and The Gain. So, whether it's book four, which she loves on Audible, is just as interesting and informative.   What Michelle is Really Excited About Now! When asked about something that she's excited about right now, Michelle shared that she was thinking about this question. And as she said a moment ago, she truly believes in self-development in business. She has ensured that she has spent a lot of time in the US doing multiple courses, also in Australia, in Europe and Asia, bringing that information back to her team and to her clients. So, at the moment, what they're very excited about is planning well in advance for 2024 in how they can deliver their programs even further outreach to their regional areas in Australia, and also globally. So, that's exciting for them because when they develop the business, it develops and rises their whole team, I've got her beautiful researcher, she also has another who does a lot of the researching so by developing new niches, new areas globally, it will certainly provide them more work.   Where Can We Find Michelle Online LinkedIn – www.linkedin.com/in/michellepascoe Facebook – https://www.facebook.com/MichellePascoeVIP Instagram – https://www.instagram.com/michelle.pascoe/ Website – www.michellepascoe.com   Quote or Saying that During Times of Adversity Michelle Uses When asked about a quote or saying that she tends to revert to, Michelle stated that she does and it was one that she actually created herself, many years ago after doing a course about choice theory and meeting different people from very diverse backgrounds over the years, is that “We choose the life that we truly deserve, not the life that others choose for us.” And she lives by that. And she shares that with every client that she comes in contact with because not everybody sees the potential that they have inside them. And there are so many people that impact others on their thoughts and the decisions in their life. But yes, choose the life that you truly deserve, not the one that others choose for you.   Me: Brilliant. Alright, Michelle. Well, thank you so much for coming on our podcast today and taking time out of your schedule to kind of share about customer experience and what are some of the key things that organizations can gain from really focusing on this aspect of their business. Also tapping into the key things that market research, specifically mystery shopping can do for a business regardless of the industry. And of course, to turn the perspective of how organizations may look at mystery shopping more from who are the shining persons that will be identified from the research and any opportunities for improvement….I thought that was really cool. So, thank you so much again, and we wish you all the very best. And thank you for joining us.   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 •     The Gap and The Gain: The High Achievers' Guide to Happiness, Confidence, and Success by Dan Sullivan and Dr. Benjamin Hardy •     Who Not How: The Formula to Achieve Bigger Goals Through Accelerating Teamwork by Dan Sullivan and Dr. Benjamin Hardy   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!  

On our latest weekly roundup, some of our kids are moving back and forth from college, and one is moving down to the basement apartment... little by little.What we're watching: On The Gilded Age, there were many winners and a few losers in the season 2 finale, "In Terms of Winning and Losing." While we're sad that the show has not (as yet) been renewed for season 3, we also kind of wouldn't mind letting these characters stay where they landed in this episode.We also watched the movie Quiz Lady, which you can find on Hulu. It stars Awkwafina and Sandra Oh as a pair of sisters, but the twist is that Sandra Oh is the screw-up and Awkwafina is the straitlaced one. The movie also has enough fun little twists (plus dogs!) to make it a lot of fun.Catherine's library find this week is Finlay Donovan Is Killing It by Elle Cosimano. It's the first in a series about a mom and suspense novelist who gets mixed up in some real-life crime, with her trusty babysitter as her sidekick.In the archives, we revisit episodes in which we discussed parenting trends to take or leave (December 21, 2021), parenting trends of the decade (December 18, 2019), crazy jobs and crazier elves (December 18, 2015), and our very first episode: Holiday Parenting Joys and Jangles (December 18, 2013; be warned that the production quality is best described as "primitive").​We're taking the next two weeks off for the holidays (we think we've earned it, after 10 years!). We'll be back in January. Until then (and anytime you're in need), the archives are available. Happy New Year!This show is part of the Spreaker Prime Network, if you are interested in advertising on this podcast, contact us at https://www.spreaker.com/show/3680863/advertisement

On our latest weekly roundup, Catherine's stressing through finals week from a distance.What we're watching: On Dancing with the Stars, Xochitl Gomez took home the Len Goodman Mirrorball Trophy, so it's another win for the teens. Good for her, but a big fat BOO to the judges for not giving Alyson Hannigan a full set of courtesy 10s for her freestyle dance. On The Gilded Age, season 2, episode 7, “Wonders Never Cease," but neither do big problems like your brand-new husband dying and your son getting scammed out of all your money. This was a very bad week for the Brook/Van Rhijn sisters.Catherine's library find this week is actually a book she copyedited, not one she found on the library shelves. But she hopes you'll check out this warm, lively middle-grade novel starring a tween boy who learns to look at dance in a new way. It's called The Rings of Jeffrey, and it's by Nello McDaniel.In the archives, we revisit episodes in which we discussed how parents can pay it forward (December 14, 2020), holiday gifts for pets (December 14, 2018), and morning woes (December 11, 2015). ​Next week, our TV watch will cover the Gilded Age season finale, "In Terms of Winning and Losing" (S2 E8). We'll also watch the movie Quiz Lady, which you can find on Hulu. Until then (and anytime you're in need), the archives are available.This show is part of the Spreaker Prime Network, if you are interested in advertising on this podcast, contact us at https://www.spreaker.com/show/3680863/advertisement

Herb Cogliano leads his own advisory practice leveraging the Scaling of Performance Platform, described in Verne Harnish's award-winning book, Mastering the Rockefeller Habits-Scaling Up. As a Business Coach, experience CEO Scaling Up Practitioner, and Professor of the Scaling Up Masters Business Course, he has learned first-hand what it takes to overcome many business challenges. Herb is pursuing his passion of working with leaders of growth companies to achieve more freedom by helping them create industry leading strategies, a culture of accountability, flawless execution, along with a healthy cash flow within their organizations. Herb was formerly CEO of Sullivan and Cogliano Designers, a 53 year privately held family owned Technology Staffing and Workforce Solutions firm who joined a select group of companies that have appeared on the Inc. 5000 Fastest Growing Company list multiple times. His firm was a Multiyear recipient of the Boston and South Florida Business Journal Best Places to Work Award. This honour recognizes Sullivan and Cogliano achievements for changing the business landscape in creating a positive work environment that attracts and retains employees through a combination of employee satisfaction, working conditions and company culture.   Questions •  We read quite a bit about your journey in your short bio that I just read. But we always like to give the guests an opportunity to share in their own words a little bit about your journey, in your words, how you got to where you are today. •  Now Scaling Up, can you tell our listeners, what Scaling Up is, maybe three or four critical things that if as a business you want to scale up you need to have in place. •  What has been your experience in scaling a business, let's say you were an organisation with let's say, 10 employees, and you've finished in the course of 12 months, you've now grown to an organisation with 100 employees. •  In terms of customer experience, you as a customer, what are three things that you look for to ensure that you're being satisfied as a customer, that your needs are being met? •  Now, Herb, could you also share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? •  Could you also share with our listeners if you read any books recently, actually, it could be a book that you read a very long time ago, but a book that has had or books that have had a great impact on you? Do you have any of those? •  And so, could you share with us in terms of the recruitment process from a HR perspective, what are some key, would it be a question that you need to ask them that would align you in that phase? •  Could 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, before we wrap our episodes up herb, we always like to ask our guests do you have a quote or a saying that during times of adversity or challenge you will tend to revert to this quote if for any reason you felt derailed or rundown, this quote kind of helps to get you back on track. Highlights Herb's Journey Herb shared that he was very fortunate to be raised in a family business where his mother and father incorporated not only raising a family on good values but incorporated what were the challenges in running and growing a business. And as he grew up, and then ultimately went into the business, their business had years of success. And then the industry became more competitive, more commoditized and their growth started to stagnate. As a result of that, they wanted to grow further. They worked hard, they were smart people, but they got stuck.  And they came across the book called Scaling Up: How a Few Companies Make It…and Why the Rest Don't (Rockefeller Habits 2.0 Revised Edition) by Verne Harnish. And it's really a playbook for small mid-market companies that don't have a team of MBAs working on their staff, but still need to navigate a very fast changing marketplace. And that book really changed his life about knowing how to grow a company by asking the right questions and working with the right tools to do it.  As a result of that, they scaled, got the accomplishments that you so nicely commented on. And then as a result of that, they exited their companies in 2018. He had an incredible business coach that was so helpful. Him and his father were incredible mentors. And then he knew that he was meant to be a coach and help others using the scaling up methodology to achieve their company's vision and potential.    What is Scaling Up? Me: Now Scaling Up, can you tell our listeners, what Scaling Up is, maybe three or four critical things that if as a business you want to scale up you need to have in place. Herb shared that one of the challenges in growing your business is that you don't know what you don't know. So, if you're a $2 Million Dollar company, you don't know what it's like to be a $10 Million Dollar company.  And things change because you're hiring more people, you're onboarding more customers, you're offering more in different products, you may have different or multiple locations and the complexity compounds, and then makes it very hard for the original owner to command and make decisions as your workforce grows from 2 to 20, to 2000 people.   And for many of us, we plateau, because we don't know how to handle the next level complexity, Scaling Up was a framework that helped them navigate it. And it's based upon four primary decisions that you need to get right around people, strategy, execution, and cash. And when you understand how to use those techniques in the four areas, it will then help you navigate the next stage of your growth and that's ultimately what they did.   Experience in Scaling a Business – Keeping a Culture That is Customer Focused Me: So, a big part of Scaling Up has to do with people and culture and customer experience starts from within. What has been your experience in scaling a business, let's say you were an organization with let's say, 10 employees, and in the course of 12 months, you've now grown to an organization with 100 employees. How do you keep that culture that is still customer focused, customer obsessed, even though you have so many more persons that you're managing? What has your experience been in scaling from that perspective?  Herb stated that hat's a wonderful question. The first part of his experience was “Were they hiring the right type of people that shared their similar values and purpose?”  And in the beginning, they were just looking at resumes, you have experience, you've done customer support or business development, you're a good fit, you're hired. But what they learned was they needed to hire people that not only had skill and experience, but shared their similar values and their purpose, because they work together in the way we behave around those values is what allows them to work well together. And that translates into the customer experience.  The second part of that, that he learned is that they cannot be all things to all customers. And they were trying to be that in the beginning and that hurt their customer experience. So, they finally profiled who was their ideal customer, they were easy to work with, they had high referred ability to others like them, they were profitable, that had to be economically good for the company and they valued them paid their bills on time.   And then they ultimately asked them…. ·      “What is it about our company?” ·      “Why do you value us?” ·      “And importantly, How are we distinctive from the competition?”  They call those their brand promises and they hire and train people to deliver exceptional brand promise results. Because if they get the clients brand promise right, and they can deliver it, they have very high client expectation scores. Me: Excellent. Thank you so much for sharing.    In Terms of Customer Experience, Things to Look Out for to Ensure That You're Being Satisfied as a Customer  Me: Now, you've worked with quite a few businesses, Herb and you have a wealth of experience. In terms of customer experience, you as a customer, because I'm sure you do business with many different organisations as a customer yourself. What are three things that you look for to ensure that you're being satisfied as a customer, that your needs are being met?  Herb shared that he thinks the first important thing is, “Are they listening to him?” “Do they understand really what his requirements or wants and needs are?”   Secondly, “Are they responsive to him?” If he feels like he needs help, or an answer, are they responsive? And are they available as needed?  And then the third thing is, he understands all companies can make mistakes. To him the mark of a great customer experience is not what they do when things are good, it's how well they react to a mistake or when things don't go good. And those are three things for him that have always been top of mind his entire career.   App, Website or Tool that Herb Absolutely Can't Live Without in His Business When asked about online resource that he cannot live without in his business, Herb shared that with AI right now there are so many. So, he'd like to say Chat GPT. But there's so many happening every day. But recently, in the last 6 months, he's really been leaning in to Chat GPT and trying to create prompts in Chat GPT that will make their customer insights and experiences that much that much better.   Books that Have Had the Biggest Impact on Herb When asked about books that he's read that have had a great impact, Herb shared that Scaling Up: How a Few Companies Make It…and Why the Rest Don't (Rockefeller Habits 2.0 Revised Edition) by Verne Harish, the book was given to him early 2003. He thinks he's read it close to 30 times now. And as recently as this weekend when he was travelling home on a plane, he was making notes to the author, and sent him a note over the weekend about an insight or something that he thinks they can do even better as part of the scaling up network. He is with a group of other like-minded coaches that use the methodology to help entrepreneurs and their senior teams grow. And they are constantly improving the IP that goes into the Scaling Up book. So, he's read a lot of books, but Scaling Up is one of the only books he ever wanted to reread and master.   In Terms of Recruitment, What are Some Key Questions to Ask That Would Align  Me: You mentioned earlier in our conversation, as it related to Scaling Up that you want to have persons that you hire, that are in alignment with your values, your value system, your vision, and your mission. And so, could you share with us in terms of the recruitment process from a HR perspective, what are some key, would it be a question that you need to ask them that would align you in that phase? Or is it something you're looking for maybe in terms of giving them a scenario and then you're looking for them to give you a particular response to ensure that the person you are selecting it's not just based, as you said on their resume, their experience, their academia, but more so what values they're bringing to the table? What are they going to do if they're faced with a particular scenario? And is that going to be in alignment with the core value of the organization?  Herb shared that they begin in the recruitment phase. So, imagine that you need to hire an individual, his four core values for his coaching practice are wisdom, humility, integrity, and grit. So, if he was going to look for someone to join his coaching practice, his job recruitment ads would have messaging around, “Do you value wisdom, learning and sharing?” “Do you have the humility to let others shine?” “Do you have the integrity to always do the right thing?” “And do you have the grit to deal with adversity and be resilient?” If that sounds like you, they'd like to talk.  The second part of that goes into the interview, when they actually are asking questions all around. Do you have those core values? Can you tell me about a time where somebody challenged your integrity? And how did you deal with it? What would you do different now? What were the lessons learned?  The third part of it is in the onboarding. So, every new hire orientation should have members or members of leadership or owners coming in, talking to the new employees about the values, the purpose and the mission of the organization.   So, they're kind of inoculated in the beginning that these things are important and top of mind as you work in the company. They then do newsletters that are also echoing this messaging, it's part of their performance review where part of your evaluation is how well you're living in aligning to the values.  They do recognition programmes throughout the year where you're recognized for living certain values and purpose. And then their leadership is trained that when they're working with you day in and day out, to reference recognition and constructive feedback in relation to the core value and purpose embodiment.  Me: Those are pretty good. Excellent, excellent, excellent. And I like how you gave the examples and the question that you asked as it relates to the recruitment process, even in the advertising and marketing to ensure that you're attracting the right people. So, thank you so much for sharing those strategies on how to achieve that. Herb shared one other point, this is so powerful for him, you talked about going from 10 people to like a couple of 100 people. When they first were looking at their workforce in one of their small groups, they had about 25 employees. And somebody had him doing “A” player assessment, what that simply means is out of 25 people, how many of them did they rate as “A” players, people that embodied their values, and people that were hitting the productivity requirements for their job? He has to tell you…..his first score was only a 38% out of 100.  Now, can you imagine early on in his scaling up journey, the drama a company would have with only 38% being A players? Can you imagine what the customer experience would have been dealing with that team? Here was the eye opener for him. What if he scaled to 200 employees, but didn't change the 38% A player result? Imagine scaling drama 25 people at 38% A player. Now 200 people at only 38% A player? It would be awful.  Me: Yep, that would definitely shoot your customer experience into the garbage.  Herb stated that one of the big epiphanies that he had, and what he loves to do with his clients is they need to get your people right as a foundational part, before you just scale.  Let's be smart, because when you scale with a higher A player rating, your drama is so much lower, your clients are so much happier, your employee retention is so much higher, and your employee tenure is so much longer. It was the most incredible epiphany they ever had, and he will never grow a company another way.   What Herb is Really Excited About Now! When asked about something that he's really excited about, Herb shared that he's really leaning into AI. He's looking at all the tools and techniques in their practice and they're trying to really make it easier for their clients to use the tools leveraging AI elements within it.  The second part is he just came back, his son who's 30 years old, completed his first Ironman Triathlon last weekend, a 140-mile race. And he's (Herb) just committed to his son that he is going to train him, his first Ironman, so you asked what's going on in his head right now, that's what's going on in his head.   Where Can We Find Herb Online Website – www.aspiregrowthadvisors.com    Quote or Saying that During Times of Adversity Herb Uses When asked about a quote or saying that he tends to revert to, Herb shared that he's found many business owners that when they get frustrated and burnt out, but think about it, a lot of entrepreneurs start their company and it's a love story. They've always wanted to be their own boss, they have a certain gift or skill, and they want to bring that to the world and make a difference. But next thing you know, tough employees happen, bad clients happen, payroll, money, frustration happens. And what turned into a dream becomes a nightmare for the owner and they feel like the business is running them.   His quote to you is, “You deserve a business where you're running the business, the business is not running you.” And what he's learned in his journey with Scaling Up is that you can have that dream, it's not easy. But they can make it easier for you to build a business to make more money, to give you more freedom, and less drama. And that is the wish that I have for all of your listeners that they find that for them in their company.  Me: Brilliant, quote. Excellent. Thank you so much for sharing Herb. We just want to extend our deepest level of gratitude and appreciation to you for taking time out of your very busy schedule and hopping on this podcast with us today. And sharing all of these great insights and learnings that you have experienced in your journey as it relates to scaling up your business, ensuring they are the right people, doing the right thing, aligned in the right values so that you can achieve the highest level of customer satisfaction and even life satisfaction and to ensure that you're doing something that's fulfilling to your soul. So, thank you so much, we really, really appreciate it.   Herb shared that as a gift for all the listeners, if they go to the website, they have a Scaling Up Business Readiness Assessment. If you want to know where your company is today for their readiness to scale up, that complimentary assessment will give you some insights. And if you're looking to know where you are as a high impact leader, they have a High Impact Leader Assessment that will give you a kind of current state of where you are, and then some insights of where you could potentially go and he just thank you very much for having him today.   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 •     Scaling Up: How a Few Companies Make It…and Why the Rest Don't (Rockefeller Habits 2.0 Revised Edition) by Verne Harnish   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! 

Eric Melchor is a mediocre tennis player, Texas, expat living in Romania and Partnerships & Evangelists for OptiMonk. With over 600 5-star review and powering more than 30,000 brands, our mission is to empower the average online business with Amazon-like personalization superpowers. How?  By giving brands the power to use AI to create better headlines, product descriptions and run A/B tests to tailor the product page and shopping experience - on autopilot. Thus, saving you hundreds of manual hours while your conversions increase in the process.   Questions •  Could you share with our listeners a little bit about your journey, we always like to hear from our guests in their own words a little bit about how they got to where they are today. •  You are the Partnerships & Evangelists for OptiMonk. Could you share with our listeners what is OptiMonk? And what does OptiMonk do? •  Could you share with us why you think it's important to integrate AI? Do you think it will make the process a little bit more seamless? Is it giving the customer more steps to take? What have been some of your experiences with your customers? What has their feedback been? •  What are some ways that the AI can help to personalise that experience, or the shopping experience for the customer? •  So, in terms of an online shopping experience, what are some key things that you think is critical when you're trying to design that journey for the customer. What would be, let's say three or four things that you would say to them that needs to be critically engineered into that process to ensure the customer has a great experience? •  Now, Eric, could you share with our listeners what's the one online resource, tool, website or app that you absolutely cannot live without in your business? •  Could you also share with our listeners, maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even one that you've read recently. •  Can you share with our listeners 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, before we wrap our episodes up, could you share with us if 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 at all you get derailed. Highlights Eric's Journey  Me: So, Eric, could you share with our listeners a little bit about your journey, we always like to hear from our guests in their own words a little bit about how they got to where they are today.   Eric shared that prior to moving to Romania, about 3 years ago, he held director level marketing and CX customer experience positions for publicly traded companies in Houston, Texas. And he really loved what he was doing. And he got to manage large teams and large budgets, but then when he decided to move to Romania with his family, he wanted to start in a new industry, and so he got into tech and SAAS, and complete shifts of big corporate America, moving into the start-up world where he was working with companies that had maybe around a dozen employees and he was wearing multiple hats.  So, completely different way of looking at marketing, and how you approach things from a customer experience perspective. So, he's enjoyed it, it's been a fantastic journey so far. But he's definitely a lot busier now than when he was working for the larger companies and he had bigger teams that can manage multiple things.   What is OptiMonk and What Your Company Does? Me: So, your bio says that you are the Partnerships & Evangelists for OptiMonk. Could you share with our listeners what is OptiMonk? And what does OptiMonk do?   Eric shared that OptiMonk is like an all in one conversion optimization platform. So, anything that you need. Well, just to take a step back, they have over 30,000 brands that use the platform and many of the brands use them to increase their AOV, which is their Average Order Value, because there's some pretty neat things that you can do to make that very simple. And there's other things that you can do as well, like grow your email subscriber list and redo cart abandons. But increasing your AOV is something that a lot of brands use them for.  Really excited that the past few months, they've been focused on AI and they've released a couple of features that allow sort of like a hands-off approach to doing conversion optimization. And so, they're really going that route after speaking with a lot of customers, it seems like the big hurdle to really trying to get the most out of conversion optimization is just time, time to learn how to use the platform, time to implement different campaigns. So, they're trying to automate this so that you don't really have to do much, and AI can do most of the work for you.  But OptiMonk, again, they've been around for about 8 years. They're integrated with many different CRMs, and platforms like Shopify and Klaviyo, and Active Campaign and HubSpot, among many others. And check them out, they're on G2, and you can look at their ratings and reviews. They have over 600 5-star reviews on G2 and Shopify.   The Importance of AI – Will it Make the Process More Seamless? Me: Now AI, that's a big thing that a lot of organizations are focused on now, especially with so many different options emerging, ChatGPT being probably the most recent in the last six to eight months. Could you share with us why you think it's important to integrate AI? Do you think it will make the process a little bit more seamless? Is it giving the customer more steps to take? What have been some of your experiences with your customers? What has their feedback been?   Eric stated that he thinks why they're implementing AI, first is because there's no human being that is smarter than a machine, than a computer, it's just not going to happen. He thinks even the greatest chess player in the world was beaten by the IBM supercomputer a few years ago and now pretty much any computer can beat any chess player in the world, it's just not going to happen, computers and AI are a lot smarter than then we humans.  So, we're just trying to take advantage of that and there's certain things that you can do like A/B testing, like A/B testing headlines, landing pages or the homepage or product page. And then rather than having the user, the customer come up with different headlines to test, their feature will come up with headlines that you can test automatically. And it could run different experiments automatically and automatically pick the winner once one has been statistically significant, proven to be the winner.  So, to answer your question, it's going to reduce the amount of time and the effort that is required to implement such conversion optimization campaigns. And then the second thing is that it's just a lot smarter than human beings, it's going to pick winners faster, and make those updates and changes on your website in real time faster than you could if you were doing it manually.   Ways that AI Can Help Personalize the Experience for the Customer Me: Now, personalization is also so important. I feel even as a consumer, when I do business with organizations, I want to know that I'm not just another transaction, and they see me for who I am, what my personal interests, requests or needs are, and I'm not being compared or grouped into a set of people, because we're all different. What are some ways that the AI can help to personalize that experience, or the shopping experience for the customer?   Eric shared that they haven't started using AI for that specific use case. However, one of the things that their platform allows is being able to collect zero party data in a very easy and friendly way. So, for those who don't know, zero party data is basically data that you would get directly from the visitor that comes to your website and you can usually get that in the form of asking a question.  So, here's a very simple use case, let's say you're shopping for Mother's Day, and Yanique, you go to a website, and you're looking for a gift for your mom, or maybe a godmother or maybe even a sister or something. And a simple question could appear that just says, “Hi, welcome to flowers.com. Are you shopping for yourself or for someone else?”  Very simple question, and then based on your answer, let's say you choose shopping for somebody else, then a response can be, “Fantastic, let me take you to the part of the website that's most valuable for you and show you our most popular items, giftable items this season.” So, that's a very simple way of collecting zero party data. But once you have that, that information, that data, then you can basically change the experience in real time for that visitor.  You're not really using any AI or anything, you're just basically doing different segmentation based on responses to the questions that you're answering. And that's what they recommend to a lot of their clients, a lot of clients who are able to collect more email subscribers, who are able to get a lot more repeat visitors, who are able to get a higher AOV, they're doing a lot of things, take into account collecting zero party data, in a very fun and engaging way. He likes to think of them as micro conversions.  Another example could be a pure health and wellness website. And let's say you primarily sell three products. One is weight loss, one is to increase muscle mass and another one is to help you sleep better.  Well, you can ask the person visiting, “Which of these three are you primarily interested in?” And then depending on their answer, let's say the person chose to increase muscle mass, then you could say, “Fantastic, here's our most popular blog posts that show you how to increase muscle mass. And by the way, here's our three most popular products for increasing muscle mass.”  And so, that's done in the form of zero party data once again, another example. But it's done in such a way that it keeps the person engaged for much longer, spending time on your website much longer into conversions as a result, the conversions increase because of the zero party data that's being collected and the ability to change the journey in real time for that end user.   In Terms of Online Shopping Experience, Key Things that Needs to be Critically Engineered to Ensure the Customer Has a Great Experience Me: Now what's interesting just listening to you speak just know, Eric, I was thinking about the whole journey of the customer, right? Because you're talking about how it is that they land on the page, what kind of experience do they have? What are some of the questions that you ask them in order to channel them down a particular road and that's kind of you orchestrating or engineering the journey you want them to have. So, in terms of an online shopping experience, what are some key things that you think is critical when you're trying to design that journey for the customer. If you had a client who came to you and they're looking to improve on their customer experience, improve on the journey that their customer is having through their online platforms, what would be, let's say three or four things that you would say to them that needs to be critically engineered into that process to ensure the customer has a great experience?   Eric stated that one example he would like to share is this brand called Obvi, have you ever heard of them Yanique?  Me: I have not.   Eric stated that they competed in a heavily saturated market. They a protein powder and they've been around about 3 years. But here's the interesting thing about them, when they started out, they started out with a $10,000 investment, bootstrap investment.  Three years later, they are a $3 Million Dollar brand and competing in a very saturated market among protein powders. What's so special is that when you see interviews of their CEO, Ronak Shah, he says they heavily focus on conversion optimization, particularly by the experience when somebody clicks on a Facebook Ad, that moment when they click on that ad, that's the moment that they are the most interested, and the most curious about a brand. Not two days later when they get the email in their inbox, not four days later when they get the SMS message. No, that time exactly when they click on that ad, that's when they're most curious and they want to learn more about the brand.  So, what they did was, is that all the landing pages that they created, they just created one landing page. But what was different about each landing page or experience was that the headline mimicked what was on the Facebook Ads, so if they had a Facebook ad that talked about grow healthy hair faster, then the headline on the landing page, said something like, are you losing your hair and you want to regrow it or something like that, it aligned with the ad that was clicked on.  Now, Obvi had a bunch of different value propositions, they had other ads that said something like the best tasting collagen protein, once that ad was clicked on, they went to the same landing page, but the website was able to recognize the Facebook ad because of the UTM parameters, he doesn't want to get too technical there. But because it recognized the ad, the headline on that landing page change to mimic what was the main copy on the Facebook Ad, even though it was the same landing page.  So, they were able to do this very easily without having to create duplicate landing pages, something he used to do as a marketer back in the day. And they were able to scale Facebook ads, which is really unheard of the past couple of years because of the iOS 14 upgrades and updates and things like that. But they were able to do it very efficiently and scale that way through Facebook, because they're able to mimic the headline on the landing pages with their advertising campaigns on Facebook.  So, that's one example he likes to share, something that all brands should be doing. Because when a person clicks on an ad, and they go to the page, the website, they want to make sure that what they clicked on is the thing that they're interested in and not some sort of bait and switch. Absolutely. So, he thinks that's one tactic.  Another tactic is Average Order Value, he thinks that's something that every brand should really focus on, especially if you're seeing cost per requisitions anywhere around $20 to $20. If you're seeing a high cost per acquisition, then definitely you should have an average order value somewhere of at least $70, $80 plus. And within the platform, they make it super easy to be able to increase your AOV, you can do things very easily, like add shipping thresholds. So, depending on the value that's in the shopping cart, let's say you provide free shipping for orders that are more than $75 and somebody puts something in there that equals $50, then there could be a little message that appears in a horizontal bar on the website, like on every page, and it just says something like, spend $25 more and you get free shipping. And that's a very easy tactic that works for a lot of brands and they're able to utilize that and get increased their AOV that way. So, that's a second tactic.  And then a third one he likes is around global visitors. So, the global visitors, he thinks Shopify released a study a few weeks ago, and the market was almost something outrageous. It was in a Billion Dollar market, it's going to continue to increase. And if you're a website that gets more than 20% of your visitors internationally, then you should be creating a personalized experience for those visitors.  Here's one example. If he goes to a retailer in the US by the name of Woodhouse Clothing, and he's based in Romania, and he goes to their website, there's a little message that will appear that says, “Hi, we ship to Romania, our prices include taxes, you can shop in your local currency, which is Romanian Leu. And our orders are free shipping if you spend more than like $200 Leu.” something like that. So, it's a very easy and a very fast way you given that international shopper assurance, and just kind of just made yourself more trustworthy by just letting them know, beforehand, before they even waste time looking around whether or not you shipped to them, just letting them know that hey, welcome we do ship to you and here's some of the other questions that you may be wondering around tax or the currency on our website. So, he thinks that's a pretty cool example.   App, Website or Tool that Eric Absolutely Can't Live Without in His Business Eric shared that the one online tool that he uses a lot is Notion, and he's starting to use it more and more. First of all, it's free, or at least the one that he uses. And he's starting to use it as a CRM. He used to use Trello a lot as a project management tool. Are you familiar with Trello, Yanique?  Me: I am, yes. So, Eric used to be a big fan of Trello. And somebody pointed out that, “Hey, you can do everything you're doing in Notion, but it's actually more streamlined and easier to navigate.” And so, he believed him, because he does use Notion for other things, but he's just not too familiar with it. And he sent him a free template to use and he's been using it ever since. And it is more streamlined, it's just quicker, it can do everything that Trello can do but it's just faster to navigate, less clicks. You can see more things on one screen. And so, he's becoming a bigger, bigger fan of Notion, he would say.   Books that Have Had the Biggest Impact on Eric When asked about books that have had the biggest impact, Eric shared that one book that he read recently is called Alchemy: The Dark Art and Curious Science of Creating Magic in Brands, Business, and Life by Rory Sutherland. Have you ever heard of the agency called Ogilvy?  Me: I think so, yes. Eric shared that he's (Rory Sutherland) the vice Chairman of Ogilvy, really smart guy. He saw him speak live and he got his book and it's so fascinating, because the whole premise of the book is that there's a lot of answers to solutions that are unorthodox, they are a bit crazy. But we don't spend enough time trying to think of what those crazy solutions are because we've been programmed to think logically. And also, when you're in big companies, you can't show up to a meeting and like pitch this outrageous idea, because you're afraid of the repercussions and maybe being let go, right? So, you're always trying to think of what the logical solution is to problems.  But he has a number of good examples, for example, nobody was banging on the door asking for an expensive, sexy looking vacuum, but look at Dyson. There are a lot of examples like that that he gives. And it's just a really interesting book and it's helping him to think in different ways rather than trying to think of like what's the most logical solution.   What Eric is Really Excited About Now! When asked about something that he's excited about, Eric shared that the one thing right now, obviously, for OptiMonk, they have the AI functionality features that are coming down the road, pretty excited about that, not just for their customers, but also future people who want to try their platform.  Personally, the other thing he's pretty excited about is on the side, he is launching a new service for companies that are based here in Europe, where they're having a tough time that are trying to reach their audience, especially if they're tech companies. And the past 3 years he's been building, you would say, an audience with the podcast that he hosts, and he interviews European start-up founders. And because of that, he's been able to grow his network among people in the start-up scene.  So, the service is basically combining sponsorship opportunities with his podcast, his newsletter, and then also in person events. And so, every now and then he likes to host in person cocktail party/networking events, and people that attend, they really enjoy them. They say that are a lot of fun, he likes to have a lot of fun with them, he has icebreakers, he likes to make sure that everybody has a great time. And so, in that in person event, the sponsor will have a chance to have a live short one to one interview with him in front of everybody there. So, it's another great way if their audience is also tech entrepreneurs, and tech start-ups, then it's a great way that they can get their brand in front of a live audience. So, that's what he's pretty excited about and he's been focused on he would say the past couple of weeks.   Where Can We Find Eric Online LinkedIn – Eric Melchor Innovators Can Laugh Podcast Me: So, I did remember reading a little bit about your podcast before when I was reading the bio, and I didn't get a chance to ask you about that. Could you share a little bit about your podcast? What it's about? Where does the podcast live? Is it available on most podcasts, if all platforms? And who are some of the insightful people you interview? Like I'm having this awesome interview with you now.  Eric shared that his podcast, it is available on all the major platforms like Spotify and Apple. He likes to think of the show as the Tonight Show, but for entrepreneurial related podcast, it's like a coffee, a casual coffee, like chat with the start-up founder, but the audience feels like they're just hanging out with the host and the guests. He tries to make just very light-hearted and witty. They share the ups and downs of the start-up founders, entrepreneurial journey, but they also like to have some laughs during the conversation. And so, he would say pretty recently, if he recorded an episode, and if he really listened to it and didn't think it was that funny, then he's just not airing it. So, that's how focused he is in trying for the show to live up to its name.   Some of the guests that have been so funny, a recent one not too long ago was Valentin Radu, it was episode 99. And that one almost had him crying because his story was just so funny. And all the crazy things he did just to hustle when he was younger and make $1. But there's a lot that anybody can learn from him. But he's just a good storyteller too, and quite funny.   Me: So, that's the Innovators Can Laugh Podcast, just want to reiterate that to our listeners. Feel free to tap into that as a free resource that Eric has been gracious like myself, to have a podcast and share all of these great insights with you as our listeners.    Quote or Saying that During Times of Adversity Eric Uses  When asked about a quote that he tends to revert to, Eric shared that the one quote that he always reverts to is, “Life shrinks or expands in proportion to one's courage.” by Anais Nin And whenever he's on frits about something or unsure about something, he always kind of revert to that quote. But that's his favourite quote. Have you ever heard that one before?    Me: I've never heard it, but I like it. It kind of reminds me of some of Brene Brown's quotes.   Me: Now, I just want to thank you again, Eric for taking time out of your very busy schedule. What time is it there in Romania?   Eric shared that it's 7:30 pm.  Me: Yeah, so, you're here with us at night, you could be with your family having dinner, playing cards, doing something way more fun, I'm sure and talking to me about customer experience. But we are truly grateful that you took the time out of your busy schedule to hop on this podcast and have this conversation with us. And we really learnt a lot about AI and of course your organization OptiMonk and different ways that we can look for opportunities to personalize the experience for the customers as well as engineering the customer journey in such a way that it makes it seamless and frictionless and just a better experience that at the end of it, the customer would want to do business with that organization again. So, thank you for sharing that, I'm sure listeners gained a great amount of knowledge and value from our conversation.   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 ·  Alchemy: The Dark Art and Curious Science of Creating Magic in Brands, Business, and Life by Rory Sutherland  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!  

Understanding how social media affects youth and how we can help youth going forward is a hot topic in today's culture. Chris Martin joins The GenZ Show to share how social media is impacting our culture. Chris encourages us to take it seriously and develop an intentional engagement philosophy toward youth and social media. Chris Martin is content marketing editor at Moody Publishers. He studies internet culture and the effects of social media on broader society for fun. He is the author of Terms of Service: The Real Cost of Social Media. In Terms of Service, Chris Martin brings readers his years of expertise and experience from building online brands, coaching authors and speakers about social media use, and thinking theologically about the effects of social media. To connect with Chris: www.termsofservice.social Twitter: @chrismartin17 For his book Terms of Service: https://amzn.to/3GRiAEz For the YouTube interview: https://youtu.be/iFTh1rGm28Q

Nigeria is a Developing Country With About 200Million Population, Majority of which are Young People, This Episode of The Junction Podcast Explains What the Country Nigeria has to offer them In Terms of Dreams

The SLC Performance Lab is produced by ContemporaryPerformance.com and the Sarah Lawrence College MFA Theatre Program. During the course, visiting artists to the MFA Theatre Program's Grad Lab are interviewed after leading a workshop with the students. Grad Lab is one of the core components of the program where graduate students work with guest artists and develop group-generated performance experiments. Miguel was interviewed by Andrew Del Vecchio (SLC22) and Jillian Jetton (SLC23). Miguel Gutierrez is a choreographer, composer, performer, singer, writer, educator and arts advocate who has lived in New York for over twenty years. He is fascinated by the time-based nature of performance and how it creates an ideal frame for phenomenological questions around presence and meaning-making. His work proposes an immersive state, for performer and audience alike, where attention itself becomes an elastic material. He believes in an approach to art making that is fierce, fragile, empathetic, political, and irreverent. In recent years he has been occupied with thinking about how he negotiates his queer Latinx identity within the traditions of the white avant-garde. This led to This Bridge Called My Ass, a piece that bends tropes of Latinidad to identify new relationships to content and form. The piece premiered in 2019 at The Chocolate Factory as part of American Realness Festival and tours throughout 2019 and 2020 to a host of venues. He has been presented in more than 60 cities around the world, in venues such as at Centre National de Danse, Centre Pompidou, Festival Universitario, ImPulsTanz, Fringe Arts, Walker Art Center, TBA/PICA, MCA Chicago, Live Arts Bard, American Realness, and the 2014 Whitney Biennial. He has received support from Creative Capital, MAP, National Dance Project, National Performance Network, and Jerome Foundation. He has received fellowships from New York Foundation for the Arts, the Tides Foundation, Guggenheim Foundation, United States Artists, an award from Foundation for Contemporary Art, a 2016 Franky Award from Prelude Festival and four Bessies. He is a 2016 Doris Duke Artist. Other recent work includes Cela nous concerne tous (This concerns all of us), a commission for Ballet de Lorraine inspired by the May '68 French protests. With Ishmael Houston-Jones he co-directed Variations on Themes from Lost and Found: Scenes from a Life and other works by John Bernd, which received a 2017 Bessie for Outstanding Revival. He has been an artist in residence at MANCC, LMCC, Centre Choréographique National de Montpellier, Centre National du Danse Pantin, Baryshnikov Art Center, and Gibney. He has created music for several of his works, for Antonio Ramos' work, and with Colin Self for Jen Rosenblit and Simone Aughterlony. He performs with Nick Hallett as Nudity in Dance. He also currently performs a music project called SADONNA: sad versions of upbeat Madonna songs. His book WHEN YOU RISE UP is available from 53rd State Press. His essays have been published in A Life in Dance (ed. Rebecca Stenn and Fran Kirmser), In Terms of Performance: A Keywords Anthology (ed. Shannon Jackson and Paula Marincola) and his essay “Does Abstraction Belong To White People” is one of the most viewed essays on BOMB's website. https://www.miguelgutierrez.org/ photo by Marley Trigg Stewart

Intro (00:00 - 7:30)MLB Playoffs (7:30 - 12:38)Wedding Szn (12:38 - 15:02)In Terms of Music (15:02 - 18:20)TV & Movies - Ted Lasso, Survivor, No Time To Die, Many Saints of Newark (18:20 - 34:15)Peter The Dog (34:15 - 37:00)Vikings (37:00 - 38:25)Live Phone Call (38:25 - 40:30)Vikings Again (40:30 - 46:00)Gopher Football (46:00 - 48:37)October Rox (48:37 - 51:25)Soccer (51:25 - 54:26)Can You Hit a Ball off an MLB Pitcher (54:26 - 57:02)A Little Bit Softer Now (57:02 - 59:36)

Joe Payne is the CEO of Code42 Software, a leading data security company that focuses on reducing the risk of data leakage from insider threats. Joe is a seasoned executive with more than 20 years of experience and a proven track record leading high growth security and technology companies.  Joe engages personally in product strategy and direction, while growing and providing vision and guidance to a world-class team of security executives.  Previously, Joe served as CEO of eSecurity, the first SIEM software company and also served as the president of iDefense prior to its acquisition by VeriSign.  At iDefense, Joe led some of the best white-hat security researchers in the world and worked with the top financial institutions and government agencies in the United States to help improve their risk profile. During this interview we cover: 00:00 Postalitics, Stand Out With Direct Mail Automation 01:18 - Intro 01:23 - In Terms of Marketing & Growth, What has Worked Best, so Far? 03:47 - What Hasn't Worked so Far? 05:24 - Opportunities Joe Will Tackle Today if He were to Start Again 07:41 - Skills Development Over The Years as a Successful CEO 14:05 - Productivity Hacks & Tips for New Founders 18:09 - Advice Joe's Would Tell His 25 Years Old Self 19:03 - Biggest Challenges Joe's Facing Right Now? & Thoughts on 1 on 1's 23:22 - Instrumental Resources for Joe's  Success 26:05 - What does Success Mean to Joe Today 29:41 - Get in Touch With Joe Mentions: https://www.oracle.com/mx/cx/marketing/automation/?source=:ad:pas:go:eng:a_lad:71700000073369779-58700007096619161-p63856576743:RC_WWMK210421P00012C0003:MainAd&SC=:ad:pas:go:eng:a_lad::RC_WWMK210421P00012C0003:MainAd&gclid=Cj0KCQjw2tCGBhCLARIsABJGmZ7vFH5VUbI6btIg0NpkqPnOcO7UcY1QKiJFO8ljiKrJzQZHoXBck8YaAqIWEALw_wcB&gclsrc=aw.ds (Oracle Eloqua) https://www.code42.com/ (INCYDER) People: https://es.wikipedia.org/wiki/Jack_Welch (Jack Welch) Books: https://www.jimcollins.com/books.html (Good to Great, Jim Collins) https://heathbrothers.com/books/switch/ (Chip & Dan Heath - Switch) http://marthawells.com/murderbot.htm (The Murderbot Diaries) Get In Touch With Joe: https://www.linkedin.com/in/paynejoe/ (Joe Payne's Linkedin) Tag us & follow: https://www.facebook.com/HorizenCapitalOfficial/ (Facebook)  https://www.linkedin.com/company/horizen-capital (LinkedIn)  https://www.instagram.com/saasdistrict/ (Instagram)  More about Akeel: Twitter - https://twitter.com/AkeelJabber (https://twitter.com/AkeelJabber) LinkedIn - https://linkedin.com/in/akeel-jabbar (https://linkedin.com/in/akeel-jabbar) More Podcast Sessions - https://horizencapital.com/saas-podcast (https://horizencapital.com/saas-podcast) 

This month, terrific trio, Mark, Izzy and Vincent, discuss those Best Pictures that shared Oscar glory with the leading ladies who won Best Actress too. Mrs Miniver, directed by William Wyler, stars Greer Garson in the titular role and tells the story of how a quiet family's and community's life is upended by World War II. In Terms of Endearment, we follow the life and tempestuous relationship between Aurora Greenway (Shirley MacLaine) and her daughter Emma (Debra Winger). Thank you to Thomas Whitelaw for our intro music and Rachel Valentine Smith for our artwork. This episode was recorded remotely and so we apologise for any changes in sound quality present.

This psalm is a beautiful picture of what it is like for believers in this age to go to church together, worship the Lord, and be rejuvenated by the presence of God and his people.-1. In Terms of Location -v3--2. In Terms of Liturgy -v2--3. In Terms of Life -v1-

This psalm is a beautiful picture of what it is like for believers in this age to go to church together, worship the Lord, and be rejuvenated by the presence of God and his people.-1. In Terms of Location -v3--2. In Terms of Liturgy -v2--3. In Terms of Life -v1-

MESSAGE SUMMARY: Because the Lord is your helper and confident, you have no reason to be anxious or afraid. What can man or earthly catastrophes do to you? For this confidence, you must know who Jesus is – both in your heart and in your mind. He is the Son of God – God in the flesh. As Paul tells you in Philippians 4:4: “do not be anxious about anything, but in everything by prayer and supplication with thanksgiving let your requests be made known to God.". Therefore, you don’t have to worry about troubling circumstances in your life because you know that He is with you; and He will guide you no matter how dark your life seems. Jesus is the light that shines in darkness.  As Jesus tells you in Luke 12:4-5, when we have anxiety and fear in our lives, is this anxiety derivative of the right kind of fear: “I tell you, my friends, do not fear those who kill the body, and after that have nothing more that they can do. But I will warn you whom to fear: fear him who, after he has killed, has authority to cast into hell. Yes, I tell you, fear him!”. When you are faced with life’s tragedies and the anxieties that result from just living your life, Jesus can turn those situations and your fears into ways and results that you cannot fathom or understand; but you can certainly appreciate – why not give God a chance to walk with you in all your life situations -- good and bad? Ultimately, the Psalmist got it right in Psalm 23:4: “Even though I walk through the valley of the shadow of death, I will fear no evil, for you are with me; your rod and your staff, they comfort me.".   TODAY’S AFFIRMATION: I affirm that because I am in Jesus Christ, I will seek God’s perspective on my situation. For I know that in all things God works together for good to those of us who love Him and are called according to His purpose. (From Romans 8:28). THIS SUNDAY’S SERMON: You can listen to Archbishop Beach’s Current Sunday Sermon: “The Interior Life -- Part 1: Maintaining the Inner Person", at our Website: www.AWordFromTheLord.org/listen/. THIS SUNDAY’S AUDIO SERMON: You can listen to Archbishop Beach’s Current Sunday Sermon: “In Terms of Exercising Your Mind, Where Is Your Interior Life Leading You?", at our Website: https://awtlser.podbean.com/ WEBSITE LINK TO DR. BEACH’S SERMON VIDEO: https://awordfromthelord.org/video-archives/ DONATE TO AWFTL: https://mygiving.secure.force.com/GXDonateNow?id=a0Ui000000DglsqEAB

MESSAGE SUMMARY: If Jesus had not been raised from dead, our faith would be misplaced. The Resurrection is your means, through God’s Grace, for the forgiveness from your sins. In Luke 24:25-26, Jesus reveals Himself, after His Resurrection, to Cleopas on the road to Emmaus and summarizes the criticality of the Resurrection to God’s plan for His Kingdom: “He {Jesus} said to them, ‘O foolish ones, and slow of heart to believe all that the prophets have spoken! Was it not necessary that the Christ should suffer these things and enter into his glory?’”. The Anglican Book of Common Prayer posits in its A Prayer of General Thanksgiving: ".:. but above all for thine inestimable love in the redemption of the world by our Lord Jesus Christ, for the means of grace, and for the hope of glory . . .". The Resurrection Critical to our Christian Faith.   TODAY’S AFFIRMATION: Today, because of I am filled with the Holy Spirit, I will not be controlled by my Inconsistencies. Rather, I will walk in the Spirit’s fruit of Faithfulness. “The fruit of the Spirit is love, joy, peace, patience, kindness, goodness, faithfulness, gentleness and self-control.” (Galatians 5:22f). SCRIPTURE REFERENCE (ESV): 1 Corinthians 15:14; Luke 24:25-26; Psalms 86:1-17 THIS SUNDAY’S AUDIO SERMON: You can listen to Archbishop Beach’s Current Sunday Sermon: “In Terms of Exercising Your Mind, Where Is Your Interior Life Leading You?", at our Website: https://awtlser.podbean.com/ WEBSITE LINK TO DR. BEACH’S SERMON VIDEO: https://awordfromthelord.org/video-archives/ DONATE TO AWFTL: https://mygiving.secure.force.com/GXDonateNow?id=a0Ui000000DglsqEAB

LONGER DEVOTIONAL VIDEO TODAY (4 minutes) MESSAGE SUMMARY: The Holy Spirit has compelled me to significantly change The Word From The Lord’s Daily Devotional and Podcasts, for today, that I prepared last week for broadcast today. I was developing the Daily Devotionals, Radio Broadcasts, and Podcasts for next week when I found this video from the 1992 Barcelona Olympic Games. This video struck me to the core and reinforced my faith as I listened to the expressions, over the various media channels, of anxiety and fear that were and are being espoused in the context of the Corona Virus but NOT in the context of following Jesus and our faith in His Gospel. The thesis of this video is “God {our Father} is like that when we are hurt, and fighting to finish, he comes and helps us.”. The video and accompanying music provide an audio and visual perspective of a great Olympic runner who severely injures himself but finishes the race, in great pain, when his father leaves the stands and joins him on the track to walk together. In Mathew 11:28-30, Jesus makes it clear that He wants to walk with us in our times of trouble and fear so that we can offload to Him, the Creator of the Universe, issues that are creating fear and anxiety and might appear to give cause for us to lose faith in completing our life-race: “Come to me, all who labor and are heavy laden, and I will give you rest. Take my yoke upon you, and learn from me, for I am gentle and lowly in heart, and you will find rest for your souls. For my yoke is easy, and my burden is light.". Also, in Philippians 4:6-7, we are reminded: “do not be anxious about anything, but in everything by prayer and supplication with thanksgiving let your requests be made known to God. And the peace of God, which surpasses all understanding, will guard your hearts and your minds in Christ Jesus.". If you practice the presence of God, it will not matter what this world or the enemy throws your way. In the love and service of Jesus, the Christ, Bill+ Rev. Bill Arnold Executive Director A Word From The Lord   TODAY’S AFFIRMATION: Today, Because of who I am in Jesus Christ, I will not be driven by Inadequacy. Rather, I will abide in the Lord’s Abundance. “I am the vine; you are the branches. If a man remains in Me and I in him, he will bear much fruit; apart from Me you can do nothing.” (John 15:5). THIS SUNDAY’S AUDIO SERMON: You can listen to Archbishop Beach’s Current Sunday Sermon: “In Terms of Exercising Your Mind, Where Is Your Interior Life Leading You?", at our Website: https://awtlser.podbean.com/ WEBSITE LINK TO DR. BEACH’S SERMON VIDEO: https://awordfromthelord.org/video-archives/ DONATE TO AWFTL: https://mygiving.secure.force.com/GXDonateNow?id=a0Ui000000DglsqEAB

MESSAGE SUMMARY: God is interested in your heart; He wants you to have a righteous heart. God makes you a new creation through your new heart created by the indwelling of the Holy Spirit in your live – God changes your thinking and your attitudes. In Romans 8:26-27, Paul describes the indwelling of the Holy Spirit in followers of Jesus resulting in a new person, with a new heart, in Jesus: “Likewise the Spirit helps us in our weakness. For we do not know what to pray for as we ought, but the Spirit himself intercedes for us with groanings too deep for words. And he who searches hearts knows what is the mind of the Spirit, because the Spirit intercedes for the saints according to the will of God.". The salt and light of you, as a Christian, comes from your righteousness – not just in your deeds and appearance but, also, through your inner person -- your heart.   TODAY’S AFFIRMATION: Today, I affirm that, because I am in Jesus Christ, Nothing compares with knowing Jesus. (Philippians 3:7f). “I can do everything through Him who gives me strength.”. (Philippians 4:14). SCRIPTURE REFERENCE (ESV): Proverbs 3:1-7; Romans 2:29; Romans 8:26-28; Psalms 84:1-12. THIS SUNDAY’S AUDIO SERMON: You can listen to Archbishop Beach’s Current Sunday Sermon: “In Terms of Exercising Your Mind, Where Is Your Interior Life Leading You?", at our Website: https://awtlser.podbean.com/ WEBSITE LINK TO DR. BEACH’S SERMON VIDEO: https://awordfromthelord.org/video-archives/ DONATE TO AWFTL: https://mygiving.secure.force.com/GXDonateNow?id=a0Ui000000DglsqEAB

MESSAGE SUMMARY: God is your Heavenly Father and the Creator of the Universe; however, you can talk to Him as your father, and remember that He loves you. Imagine climbing up into His lap, and imagine Him wrapping His arms around you – He is God your loving father. As God tells you in 2 Samuel 7:14-15: “I will be to him a father, and he shall be to me a son. When he commits iniquity, I will discipline him with the rod of men, with the stripes of the sons of men, but my steadfast love will not depart from him, as I took it from Saul, whom I put away from before you.". You need to start talking to God as the best dad there could ever be. Talk to Him about your life; your concerns; and your needs. You need to ask Him for His counsel, and you need to ask Him questions regarding His will for your life.   TODAY’S AFFIRMATION: Today, because of I am filled with the Holy Spirit, I will not be controlled by my Anxiety. Rather, I will walk in the Spirit’s fruit of Peace. “The fruit of the Spirit is love, joy, peace, patience, kindness, goodness, faithfulness, gentleness and self-control.” (Galatians 5:22f). SCRIPTURE REFERENCE (ESV): Romans 1:7; Matthew 6:7-15; 2 Corinthians 6:18; Psalms 83:1-18. THIS SUNDAY’S AUDIO SERMON: You can listen to Archbishop Beach’s Current Sunday Sermon: “In Terms of Exercising Your Mind, Where Is Your Interior Life Leading You?", at our Website: https://awtlser.podbean.com/ WEBSITE LINK TO DR. BEACH’S SERMON VIDEO: https://awordfromthelord.org/video-archives/ DONATE TO AWFTL: https://mygiving.secure.force.com/GXDonateNow?id=a0Ui000000DglsqEAB

DEVOTIONAL VIDEO MESSAGE SUMMARY: Feeding of the 5000 (St. Andrews Episcopal Church; Ft, Worth, TX) Like Jesus and in order to receive what God knows that we require, we need to move our focus away from our personal desires and perceived needs onto the real needs of others. After John the Baptizer had been beheaded by King Herod, the Apostles that told Jesus of this news and suggested that they get away from the crowds of people into a desolate area in which they could rest and pray. However, a large crowd of people followed Jesus and His Apostles onshore at the area in which they wished to rest. Jesus had compassion on the people that had followed Him; therefore, He began teaching, in Mark 6:34, to a very large group. When Jesus’ teachings carried on late into the evening, His Apostles suggested that Jesus send the crowd away into the villages to buy food. Rather, Jesus asked His Apostles to determine how much food was on hand in the crowd; and they determined that they had five loaves of bread and two fish. Jesus blessed this food and, in Mark 6: 42-44, all the crowd ate from this food: “And they all ate and were satisfied. And they took up twelve baskets full of broken pieces and of the fish. And those who ate the loaves were five thousand men.". In Mark’s teaching regarding the miraculous feeding of the 5,000, we see that Jesus’ compassion for the people over road His personal need to grieve for the death of John the Baptizer and to rest. Jesus began, immediately, to minister to the people. When we move our focus away from ourselves and to a “outward focus”, we become free to hear and to receive from God. As in Jesus’ feeding of the 5,000, God desires that we look to Him; to take what He has given us; and to give to those in need. No matter where you are or in what context of your life’s involvement that you find yourself, you need to be willing to be broken vessel for use by God for His purposes.   TODAY’S AFFIRMATION: Because of who I am in Jesus Christ, I will not be driven by Loneliness. Rather, I will abide in the Lord’s Presence. “I am the vine; you are the branches. If a man remains in Me and I in him, he will bear much fruit; apart from Me you can do nothing.” (John 15:5). Scripture Reference (ESV): Mark 6:31; Mark 6:34; Mark 6:41; Mark 6:43; Psalms 46:1-11. THIS SUNDAY’S AUDIO SERMON: You can listen to Archbishop Beach’s Current Sunday Sermon: “In Terms of Exercising Your Mind, Where Is Your Interior Life Leading You?", at our Website: https://awtlser.podbean.com/  WEBSITE LINK TO DR. BEACH’S SERMON VIDEO: https://awordfromthelord.org/video-archives/  DONATE TO AWFTL: https://mygiving.secure.force.com/GXDonateNow?id=a0Ui000000DglsqEAB

MESSAGE SUMMARY: In John 14:6, Jesus says: “I am the Way, the Truth, and the Life; no one come to the Father but through me.”. In Luke 13:23-25, Jesus is asked a pivotal question; and Jesus responded: “And someone said to him, ‘Lord, will those who are saved be few?’ And he said to them, “Strive to enter through the narrow door. For many, I tell you, will seek to enter and will not be able. When once the master of the house has risen and shut the door, and you begin to stand outside and to knock at the door, saying, ‘Lord, open to us,’ then he will answer you, ‘I do not know where you come from.’”. It’s not that Jesus doesn’t want all to be saved, it’s just that the “gate”, to our Salvation and Eternal Life, is “narrow” and difficult to enter. We enter Eternal Life through Jesus and Jesus alone, and so many miss this fundamental tenant of our Christian faith; and they miss knowing Jesus – Jesus is the door, the narrow door. Neither Islam, nor Hinduism, nor just “my personal religion” is the door – Jesus is the only door.   TODAY’S AFFIRMATION: I affirm that because of what God has done for me in His Son, Jesus, I AM FORGIVEN. If we confess our sins, He is faithful and just and will forgive us our sins and purify us from all unrighteousness. (1 John 1:9). SCRIPTURE REFERENCE (ESV): John 14:6; Mathew 3:1-3; John 4:1-5; Psalms 33a:1-11. THIS SUNDAY’S AUDIO SERMON: You can listen to Archbishop Beach’s Current Sunday Sermon: “In Terms of Exercising Your Mind, Where Is Your Interior Life Leading You?", at our Website: https://awtlser.podbean.com/ WEBSITE LINK TO DR. BEACH’S SERMON VIDEO: https://awordfromthelord.org/video-archives/ DONATE TO AWFTL: https://mygiving.secure.force.com/GXDonateNow?id=a0Ui000000DglsqEAB

TIME STAMP 14:38 - Do you guys take ibuprofen? If so how much and when?Benefits? 16:47 - Is there a daily limit of healthy sugar even if IFYM? 17:34 - On a scale of 1-10 how do you rate dropsets? 18:09 - If you can take 1 supplement for the rest of time what would it be and why? 18:59 - Should I take creatine everyday even though I won't be able to workout a few days? 19:42 - Core Test vs. Core Hard powder 20:38 - Will there be guests for ASK THE BOSS? 21:11 - Are all the products Gluten Free? 21:54 - How many orders were placed Black Friday to Cyber Monday? 23:09 - Are there any self improvement books you have read that you recommend? 25:08 - What are your sources of Motivation? 26:08 - Do you think your Genetics play a role in how you are In Terms of work ethic? 27:51 - Where can I buy ‘Merica Energy in Store? 29:45 - How to stay lean on vacation and what Cardio to do when you get back? 31:28 - Why don't Preworkouts come in tablet or capsule form? 31:13 - New ARN flavors and products at the Nut Corners? 33:34 - If you want to cut do you just want to drop the calories to a deficit? 34:35 - How long have you been working out? 35:17 - Would you consider making an egg white Protein powder? 38:01 - What bodybuilder was your inspiration as a young natty bodybuilder? 39:47 - Would you recommend Core Hard or Core Burn First for a Weight loss Supplement? 40:13 - Dude what is your all time favorite car? 43:47 - Having all your brands how do you decide what supplements to take to train on? 47:03 - Any update on Core Greens? 47:37 - Best excercise for quads sweep? 48:46 - How much pizza do you eat? 49:49 - what is the first thing you did when you woke up today? 50:33 - Thoughts on how frequently you need to train arms for best hypertrophy? 50:52 - Favorite activity for cardio? 51:28 - Are you the 3rd party reviewer for Brandon's Transformation? 51:50 - What is your favorite preworkout from your companies if you had to choose one? 52:53 - Are you macro conscious or calorie conscious? 53:12 - If you had to restart the brands today what would be the 1 product you built each company around? 53:42 - Thoughts on Chester Yorton? 54:40 - Before bed routine? 56:47 - Thoughts on higher frequencies better for Nattys taking into consideration the elevated protein synthesis, how important is it? Follow Core Nutritionals on Facebook and Instagram! : Instagram: @CoreNutritionals @TheNutritionCorners @DougMillerPro Core Nutritionals Website: http://www.corenutritionals.com Facebook: https://www.facebook.com/corenutritionals Team Miller Website: http://www.dougmillerpro.com

The boys decide to skip the fanfiction this time around in order to bring us a quiz based around Kingdom Hearts 3! It's worth it, trust us. Time Codes for Easy Jumping 00:00:30 - Podcast Start 00:01:06 - The Intro? 00:02:35 - Dan found a Kingdom Hearts 3 quiz and that's what we're doing instead of a fanfiction 00:22:07 - Transitioning into a different topic 00:24:09 - 3D Land 00:29:39 - Haedox's Story 00:31:34 - Ryan's Story 00:33:08 - Dan's Story 00:36:07 - Michael's Story 00:40:57 - Entertainment 00:45:27 - Ryan talks about Set Pieces when he says Level Design but he means Set Pieces 00:52:12 - Controlling 3D Land and World 01:00:01 - 3D Depth Slider 01:02:01 - Levels in General 01:06:14 - In Terms of Music 01:11:51 - Memorability 01:23:23 - Multiplayer 01:30:05 - Death Note Analogy 01:42:01 - Closing Up the Podcast 01:42:12 - F*CK MARIO "Aces High", "Airport Lounge", "Apero Hour", "Beachfront Celebration", "Bossa Antigua", "BossaBossa", "Chucky the Construction Worker", "Continue Life", "Cool Vibes", "Crinoline Dreams", "Deuces", "Dirt Rhodes", "Dispersion Relation", "District Four", "Eternity", "Fireflies and Stardust", "Funin and Sunin", "Funky Chunk", "Hard Boiled", "Hep Cats", "Honey Bee", "In Your Arms", "Intractable", "Jazz Brunch ", "Leopard Print Elevator", "Lobby Time", "Local Forecast - Slower", "Matt's Blues", "Mining by Moonlight", "No Good Layabout", "Nouvelle Noel" Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 3.0 http://creativecommons.org/licenses/by/3.0/

The sexy bloody bros pull a real Slow Readers here and just kinda kill time. But if you think this episode is gonna be a waste, just know that Ryan has finally watched Justice League. Lordy! 10:00 Let's Be Frank! 20:26 Looking to the Future 24:27 Get Well Soon, Kev 30:42 Ryan Finally Watches Justice League. Lord. 38:53 Venom. Ugh. 44:38 Looking Back! Our Favorites of Last Year, Kinda Sorta Ranked 1:02:48 Looking Ahead Again! In Terms of Potential Episodes, I Mean TopgallantRadio.com - Radio for sailors

This episode of In Terms with Leighmann is dedicated to Greatest of All Time, Muhammad Ali. Leighmann speaks on how he was the true meaning of the word "Celebrity," not only because of what he did in the boxing ring but how he changed the world with the words out of his mouth.

This episode of In Terms with Leighmann is speaking to the Democratic party. I am discussing the questions that the two top democratic presidential candidates will need to answer before they are given the nod to represent the Democratic party in the presidential election in November.

In This Episode of In Terms with Leighmann, I am speaking to my Republicans on how Donald Trump has gotten the Republican Presidential nomination four months before the Republican National Convention and what the Republicans will have to deal with if a businessman, not a politician will have to represent them as President of the United States