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  • 849PODCASTS
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Best podcasts about live without

Latest podcast episodes about live without

The Rachel Cruze Show
The Best and Worst Way to Shop with George Kamel

The Rachel Cruze Show

Play Episode Listen Later May 16, 2022 29:20


Prepare your hearts to be shocked when we go over nine unexpected things you can get with buy now, pay later services—you guys will not believe what you can make payments on these days. Zero out of 10, would not recommend! Then, my friend George Kamel joins me to talk about some products we definitely think are worth the money. In this episode: 9 Crazy Things People Use Afterpay For 12 Products We Can't Live Without (with George Kamel) Helpful Resources: EveryDollar Christian Healthcare Ministries  Sponsors pay the producer of this show, The Lampo Group, LLC, advertising fees for mentioning their services or products during programming. Advertising fees are not based upon or otherwise tied to any product sale or business transacted between any consumer or sponsor. The following sponsor has paid for the programming you are viewing: Christian Healthcare Ministries.

Ladies with Gumption
Episode 188: LWG Episode 188: How Do I Live Without You

Ladies with Gumption

Play Episode Listen Later May 14, 2022 80:10


The LWG discuss Naomi's season finale showdown with Brutus and that huge plot twist with her parents, as well as how Team Flash decided to honor Frost's memory. Time Stamps:News - 2:15Naomi - 7:30Flash - 41:00LWG Noms - 1:18:10

Navigating the Customer Experience
166: The Art of Listening and Gathering Product Feedback with Matt Young

Navigating the Customer Experience

Play Episode Listen Later May 10, 2022 28:11


Matt Young is the CEO of UserVoice, the first (and we think best!) product feedback and research tool for software companies around the world. Matt started his professional career as a software developer, right when web browsers were released. He developed innovative solutions on the web well before SaaS and Product Management were the ubiquitous terms that they are today.   Over his career, he has pushed for better ways to build software. And through all the changes in development methodologies, he has put the customer at the centre of everything his teams have built. This is what attracted him to UserVoice - an opportunity to make sure that teams building complex software solutions have direct access to the intended users - to make sure that the problems any company or development team are solving are actually worth solving.   Questions   Could you share a little bit about your journey with our listeners, in your own words? Could you tell us a little bit about UserVoice? To the average listener that's listening to this podcast, a little bit about the company, what does the company do? And what types of businesses do you primarily service? What about tips for improving feature request responses? Could you share with us 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 us 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 that has really impacted you in a great way. If you could choose the best customer service or customer experience tip to give to our listeners who are business owners, what would be the most important tip that you would give them to ensure that their business is successful? 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 they find you online? Do you have a quote or a saying that during times of adversity or challenge you'll tend to revert to this quote, it kind of helps to get you back on track if for whatever reason you got derailed or you got off track.   Highlights   Matt's Journey   Matt shared that he had a pretty ordinary software development career starting off as an individual software developer, and then moving into management. The thing that he had experienced while doing all that was that he would notice that product teams would ask engineering teams, which are big and expensive and complicated to build things and didn't really have a good way to justify the reasoning behind that. He was really interested in hearing why customers thought what they were being asked to build was important, why it was an important problem to solve, why the solution they had in mind was a good one for them. And he just was really passionate about companies being connected to the users that they serve.   So, that's kind of what brought him to UserVoice. He started out as the VP of Engineering at UserVoice but over the years, they've spun out a couple of other products and other companies, so the original founder is now the CEO of a sister company of theirs, it's working on some parallel products, and UserVoice is his to run and build and all the responsibility and fun that comes with that.   What is UserVoice and What Does the Company Do?   Me: Could you tell us a little bit about UserVoice? To the average listener that's listening to this podcast, a little bit about the company, what does the company do? And what types of businesses do you primarily service?   Matt shared that UserVoice is a software as a service product and it's all oriented around making sure that you can gather any feedback that comes your way about your product, and that that feedback is available to the entire organization and can be analyzed and used to make products better. So, you guys have probably seen somewhere in your professional lives, a place where you had the opportunity to tell a team how they could make their product better, and that's evolved over the years and the way that that happens. There are annoying ways to do it, like with pop-up windows and there're really common ways to do it, like with surveys. But whether you've got a system in place or not, like people are providing feedback all the time, they're doing that in the middle of a sales demo, for example, they're saying what they do and don't like about the product, they're showing. They're doing that through support tickets, by asking about a thing they want to try to accomplish that may not be supported yet.   So, UserVoice the product makes it really easy for anyone who's in any position to hear customer feedback, either an employee of the company and support sales or success, or the customers themselves, have the ability to send whatever it is that's worrying them to the company and then gives the product team the ability to aggregate what is usually a pretty big mountain of data into something that helps them relate their product development plans to the goals that the company currently has. So, the short story is they're a software as a service product, but it's a business analysis tool that's built around product feedback.   Me: One of the things I was intrigued in getting your feedback on is, do you think customers should be driving the product roadmap?   Matt stated that that's a question that they get asked quite a bit and the funny thing about that is that a lot of the traditional like stereotypical personality type of a product manager is a very creative type person and he thinks they can feel a little bit threatened by saying, “Hey, your customers should drive your roadmap.”   And they think, “Well, what about me? What about the innovation and creativity that we have to bring to bear?”   He thinks it's a mistake to think of it as a black and white question like, should customers be driving a roadmap? “No.”   Should companies be creating a roadmap without customer input? “No, neither one is quite right.”   They need to use each other to really understand each other and meet to find common ground about the real problems that they're trying to solve. So, he basically views customer feedback as research inputs into a roadmap that's getting created. Not customers, like actually prioritizing things and steering the ship directly but they do have a lot of really valuable information for companies that can help them go to market with much greater success.   Tips for Improving Feature Request Responses   Matt stated that the typical product manager is getting asked to do a lot of things, they're getting asked by their co-workers to change the product to close a deal, for example, customers obviously have a lot of input. One thing that really makes a lot of product managers nervous is the fact that they know that they need to say no to a lot of these things just because of resource constraints, or that what they're being asked for doesn't necessarily fit the vision of the company. But getting comfortable saying no to people, he thinks it's just a matter of being more transparent with them. The customers of software, especially these days are getting more sophisticated and understanding how software is developed, how hard it is to make it perfect and do all the things that you want it to do.   So, he thinks transparency goes a really long way so when you do get feedback about your product, acknowledging the people that you're listening, making sure that they feel valued, and that the time they took to give you that feedback is something that you take seriously and find value in yourself, acknowledging that is important.   But then being very frank with what's the process, what's going to happen next. He doesn't think most customers would expect, “Okay, great, we're going to get to work on this right away.” That's not the way that software gets developed. But if you can explain to people like, “Hey, cool, thanks. I've made a note of this. We're going to talk about it with the team; we're going to keep our ears out for other customers like you who might need a similar kind of thing. And is it okay if we come back to you and have a conversation about this topic later when we decide to dig into it some more and get some more specific feedback from you about how your point of view has changed, about different solutions we're considering and all those things.” So, using customer feedback as an invitation to engage with a customer base, he thinks is a really good way to look at it.   Me: Now, as it relates to product development, a lot of a lot of customers I believe have challenges sometimes trying to identify what's the right type of product that they may need for their business. The customer feedback, it's definitely something you should get ongoing once you actually sold a product, or you've had an idea of what the design is going to look like and how it's going to affect the customer's life. But let's say you're at a developmental stage where you're not sure exactly what the market needs, how do you gather feedback at that point?   Matt stated that the best way to do that is through one on one interviews. And he thinks them being a one on one, he'd say in person, but more often than not, it's something like a Zoom call or a Skype call or something like that, where you're talking to people.   You want to get as high fidelity information as you possibly can from people and that usually requires a conversation, asking people to fill in a form, it's kind of a boring activity. You can't ask follow on questions, etc. And when you're just in that early stage of developing your product, you want to be able to interact with that customer and maybe observe how excited or indifferent they are about what you're building. Are they just eager and jumping out of their seat at the opportunity to use something like what you're describing to them? Or are they more middle of the road.   Most people are very polite, so they're not going to tell you that it's a bad idea or anything like that but they might not be excited about it and that's a pretty good sign that you might not be on to something that's truly differentiated in the market for you. So, they always say like, until you have 100 or so customers, doing interviews in person and not getting software systems in the middle of that connection between you and a customer is really important to do, where once you cross a threshold of a 100 or so customers, you need to have systems that can scale because your time is limited, and you couldn't possibly have conversations with every single one of them.   Me: Agreed. So feedback, your whole solution is built around feedback. And I think feedback is so important. How is it that you handle dealing with some of your clients? For example, here in Jamaica, I found that sometimes when organizations get feedback, whether it's in like in an electronic format, or it is submitted to them in a verbal conversation, sometimes the organizations get defensive and it comes over in their tone and their language.   Matt agreed and stated that if you think about feedback, when was the last time you went out of your way to go tell someone they were doing a great job? “Everything that you are doing, and your product is awesome, and I love it, don't change a thing.” That just doesn't happen. You might occasionally get a compliment about something they do like, but it's always going to come with something that people want to be different.   So, as a company who provides a product to people, get into the mindset that they're not judging you, they're not trying to tell you you've done a bad job, they're trying to express to you what problems they think you might be a partner to them and help solve are and if you view it that way, then it's a whole lot less threatening, you're less likely to get defensive.   It's never going to be all good news, it's mostly like, “Here are deficiencies that I think you have in your product and ways that it could be better.” But don't take it that way, take it to mean like, “Okay, these are opportunities that we have, that are potential improvements that could not only benefit our business, but really benefit these customers and what they're trying to do in their lives.”   They get a lot of people who come to them who are pretty nervous about opening up the door to get feedback about their products, because it does seem like a little bit of a bad news train that's going to come your way. But they always try to coach them that like, “Okay, well, would you feel better just doing this blind, fumbling around, building software hoping that you're right. Or would you rather have actionable real information from people, even if it is a little bit tough to take at times?” And inevitably, when you think about it like, “Yeah, I know need the information, it's just we've been working so hard, and everyone's poured their hearts into it and I don't know if I can take hearing all the ways that people don't like it.” But it's okay, you'll get through it, we're all tough human beings. So it'll serve you well in the long run.   Me: That's really, really good advice. And it's good to know that even though you're an organization that's focused on feedback, you do offer some form of coaching with your clients, to kind of get them in that mindset to change your perspective, because you are correct. If you change your perspective and look at it as an opportunity, which generally speaking, I don't think the customer would come back to give you feedback if they didn't want to continue using your product.   Matt agreed. They wouldn't bother, the fact that they spared some time for you is a really good sign. It shows a degree of passion. As he's thinking about this, he's thinking about the world's most successful companies and you might in your mind, say, “Well, they've got it made, they've got these huge customer bases that are rolling in money.” But if you think about their world, they have even more feedback coming their way that's even more critical coming from all different directions in the world, because they are so popular. So it never ends, you're always going to get advice either unsolicited or solicited about how it could be better. So use it, use it to your advantage, make it a tool, not a threat.   App, Website or Tool that Matt Absolutely Can't Live Without in His Business   When asked about online resource that he cannot live without, Matt shared that the app for him, it's Superhuman, the email client. They, like a lot of companies when the pandemic started shifted to working remotely and so even more than ever, his world is driven by email. So having a very efficient system in place that drives the mountain of email that shows up in his inbox every day, you can pry Superhuman out of his cold dead hands. And one of the things he likes about Superhuman also is that they're very public about the way that they do assess its value and build it. And Rahul Vohra who runs Superhuman, is a really interesting resource to look at from a product management perspective. So on two fronts, it's a great product and the way that they work on it is really interesting.   Books that Have Had the Biggest Impact on Matt   When asked about books that have impacted him, Matt stated that he'll share two because there's just one very old one that he read a long time ago and there's one relatively newer one that he thinks is really important. The older one is an old favourite that he's sure you've all heard of, How to Win Friends & Influence People by Dale Carnegie. And the reason he likes it so much is that he's an introvert. And introverts are not shy, they're not afraid of social interactions or anything like that but it drains energy to have a lot of interactions with people.   And How to Win Friends & Influence People was really to him the beginning of understanding behavioral psychology and learning how to do that on a person to person basis really set the foundation for thinking about how to build software products that speak to the psychological motivations behind what people do and don't do. So to him, it was kind of like the impetus to get started with what turned into a much bigger thing so they study psychology to try to make sure that their products are really good too. And it's a very approachable thing, especially if you listen to the audio book, whoever they got to narrate; it just feels like a warm blanket on a cold day, that guy's voice is great.   The other one he'd recommend, it's along the same lines, there's a book by Yuval Noah Harari called Sapiens: A Brief History of Humankind and it's this very interesting discussion about the evolution of mankind and the various phases that it's gone through, even going back to like cavemen. But looking at the Iron Age, the Stone Age, all the different ages that we've gone through, and even more recent history. It even looks at things like religion through the lens of all the different eras. There was a time in history where multiple Gods was the norm. And the days we live in today, one God is the norm. And by looking at things way zoomed out like this, and humankind, you start to see the patterns of what changes and what stays the same with all of us over time and it's just this fascinating, very unusual perspective on humankind that he thought was really interesting.   Important Customer Experience Tips for Business Owners to Ensure That Their Business is Successful   Me: Now, Matt, could you also share with us and this is a bonus question. It wasn't in the conversation flow, but I feel like you give us an amazing answer. So the question is, if you could choose the best customer service or customer experience tip to give to our listeners who are business owners, what would be the most important tip that you would give them to ensure that their business is successful?   Matt stated that he's going to say something that is a variation of like, make sure people aren't just the numbers to you and to put that into very tactical terms, call people by their name, and view them as an actual human being. If you're answering a support ticket, it's very easy to view things as an email that's coming through without a person behind it, who's having an actual problem, or having a good day or a bad day or frustration or excitement about what you're doing.   But if you can always be visualizing the person behind it, and the fact that they go beyond this relationship that you have with them about your product, and they are a human being that is just like you in terms of their hopes and dreams and fears and the lives that they lead, it's going to make you a much more empathetic provider of services and that goes a really, really long way in the success of businesses.   What Matt is Really Excited About Now!   Matt stated that this is actually something he's really, really excited about. They just switched to a four day workweek, UserVoice did. And he thinks it's common in some areas of Europe, Scandinavia, in particular is kind of leading the way on it. But not a lot of American companies have tried this out and he thinks that's born of a few things and it's conjecture on his part but he thinks it's just lack of trust that a lot of companies have in their workforce, which he thinks is a huge mistake. But they're a relatively small company, and they try to be very experimental in what they do. And in doing so, they started a four day workweek experiment about six weeks ago. And they laid out what their goals were, their goals were concrete, they wanted to make sure that their output was just as good as it is with a five day work week. But they wanted to make sure that people had more time to pursue their lives outside of work.   And it's been an epically good experience across the board, he's sent out a survey every two weeks since they started asking people if they would continue if they had to decide today, and then asking about what some of the pros and cons have been. And people will tell you, like, “My days are busy, but they're very engaging. And I feel like this scarcity of time makes me choose my battles really carefully.”   And then, the one thing as an example, a guy named Tori, who's a product manager on their team, he has date morning with his wife every Friday morning, because the kids are at school, and his wife's favourite thing to do is to go have breakfast at a restaurant. And so, they just do this every Friday, it's like, “My marriage is better, my connection to my wife is better, and I enjoy my job more.” So this is something he thinks more companies should look into. It's been great for them.   Me: I totally agree. Lovely, I love that. I really, really love that, I'm sure your employees must be totally excited that the organization is taking this leap forward. And you're doing it in a country or territory where it's not widely adopted as yet, hopefully, it will be eventually, as you had mentioned.   Matt shared that he has a hard time imagining going back to I five day workweek, it's only been a month and a half after working professionally for 35 years.   Me: I've spoken to so many people that said that they don't know what it would be like to go back into the office. And like here in Jamaica, we were kind of emerging out of the pandemic like a lot of other countries are, but there are a lot of organizations who they just can't see and I think it's because they don't have the systems and tools in place, really but they just can't see their business operating with their team members, majority of them operating from home, and some of them in all honesty, really don't need to be in a physical space, in a building, in a business district area to come and get the job done. I think if they had the right productivity tools to kind of measure and as you said, they were able to clearly identify what their goals are, and are still able to achieve those goals with their team members working from home, it's very doable.   Matt stated that it does take trust on the part of the leadership of the organization, that you've hired the right people and that a lot of companies say this, but he thinks a lot of companies, it's lip service that, “I don't care what you do, as long as you get your work done.” There are other companies that if they find out, “I took an hour long walk at lunch, because I wanted to, they might get judgy about that,” which is why if you're getting good stuff done, it doesn't make any sense. So, he agrees. It's very similar to the remote versus office problem, and he doesn't need to watch someone work to know that they're doing a good job; he wants to see the results of what they do.   Where Can We Find Matt Online   LinkedIn – Matt Young Email – matt@uservoice.com   Quote or Saying that During Times of Adversity Matt Uses   When asked about quote or saying that he tends to revert to, Matt stated that he doesn't have a quote; his mind just doesn't work that way. If people ask him about like people that he follows and all that stuff, he tends not to do that, he tends to just assimilate his worldview into something that is influenced in small and big ways by all the different things he's read or all the different people that he interacts with. But he thinks that the most important thing that he tries to keep in mind, especially these days, it was highlighted by the pandemic happening is that your life is not your job.   To him, the most important thing is the positive impact that you have on the earth in the time that you're here. Most specifically, the people around you. He grew up outside New York City so sometimes his language can be colourful, so he won't say it; don't be a you know, what is, the thing that drives him all the time, other people are just as stressed as you are, they're less privileged than you are, just have a bit of empathy for them.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links How to Win Friends & Influence People by Dale Carnegie Sapiens: A Brief History of Humankind by Yuval Noah Harari   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Griddy Knows Best
S3 Ep87: 3 Things We Can't Live Without (w/ Justin & Dree)

Griddy Knows Best

Play Episode Listen Later May 10, 2022 24:15


The gang I discuss some things in life that we cannot live without 

A Journey Through Stock Aitken Waterman
Ep 29: Learning To Live (Without Your Love) to Turn It Up

A Journey Through Stock Aitken Waterman

Play Episode Listen Later May 8, 2022 47:50


With Rick Astley and "Never Gonna Give You Up" riding high around the world, two singles were released in an attempt to capitalise on that success. The first was a duet between O'chi Brown and Rick that was plucked from her previous album. "Learning To Live (Without You Love)" was issued by Magnet Records in a clear attempt to cash in on Rick's popularity. We hear from O'chi about the duet and her move out of the record industry in the late '80s. The second was Rick's own follow-up: "Whenever You Need Somebody", which happened to be a remake of a song originally recorded by... O'chi Brown. Mike Stock and Pete Hammond discuss working on that track, which became another global hit for Rick. On the topic of follow-ups, Mandy Smith's second single, "Positive Reaction", was a change in direction for her. Session singer Suzanne Rhatigan joins us to talk about how her vocals were used to bolster's Mandy's performance, with the two voices blended in the mix. And we look at soundtrack single "Turn It Up" by Michael Davidson, who had an interesting path to being signed by Madonna's record label.

Aye Man Say Man Podcast
Seeking Attention/5 Albums you can't live without

Aye Man Say Man Podcast

Play Episode Listen Later May 6, 2022 46:33


This episode the fellas talk about the thing we do to get attention. P, Steph and Nick G also give you the 5 albums that they couldn't live without.

WDW Fan Zone Show
Ep. 339 - WDW Fan Zone Show - Things We Could and Could Not Live Without At Disney World

WDW Fan Zone Show

Play Episode Listen Later May 6, 2022 45:25


It's game night in the Zone! We invite you to play along as we attempt to guess what each other could and could not live without at Disney World.

THE SITH LIST
EPISODE 300 | LIVE WITHOUT A NET | Obi-Wan Kenobi | May the 4th |

THE SITH LIST

Play Episode Listen Later May 5, 2022 126:34


Welcome...Welcome...Welcome to Episode 300 of THE SITH LIST! Iraj, Boo, Randy, King Tom, Les and Eric bring you a fun filled live stream that includes some of our greatests friends and greatest hits from SITH LIST past.  The Sith List is composed of a group of people with different cultural backgrounds and experiences, you might call us the United Nations of Fandom. We all come together once a week to bring you the latest in Fandom and of course to…..“SHOOT the SITH.”   Introductions Happy 300th The Shenanigans Box Office/Streaming The Bad Guys still good at the box office. Things we watched last week. Trailer Trashed Star Wars Chit Chat Kenobi Trailer Hasbro news May the 4th Stuff Nah Boo Live without a net Pop Culture Breakdown/Reboots and Remakes Boo Bits Click here for THE SITH LIST 300 YouTube Live Stream Click here to visit THE SITH LIST website SUBSCRIBE TO OUR YOUTUBE PAGE Find THE SITH LIST on Twitter: @THESITHLSIT @TheSithlistBoo @Lesismore78 @ericstrothers  @tomchansky Check out ERIC STROTHERS on his other podcast......THE BAD MOTIVATORS by clicking RIGHT HERE!!! Check out ERIC'S MUSIC ON BANDCAMP RIGHT HERE! Instagram: thesithlist Facebook: The Sith List Podcast Email: thesithlist@gmail.com Catch you next week on Episode 301 of  The Sith List!  

The Grid: Photography Podcast
The Grid - 3 Pieces of Photography Gear You Can't Live Without with Erik Kuna and Guests - Episode 513

The Grid: Photography Podcast

Play Episode Listen Later May 4, 2022 70:16


The Grid: Photography Podcast(Audio-Only)
The Grid - 3 Pieces of Photography Gear You Can't Live Without with Erik Kuna and Guests - Episode 513

The Grid: Photography Podcast(Audio-Only)

Play Episode Listen Later May 4, 2022 70:16


Talk More Talk: A Solo Beatles Videocast
Episode 89: Top 10 John Lennon Songs We Can't Live Without

Talk More Talk: A Solo Beatles Videocast

Play Episode Listen Later May 4, 2022 120:20


You're on a desert island and can only bring 10 John Lennon songs with you. Which ones would you bring? On this episode we share our favorites, and invite you to share yours. Plus, we discuss the kickoff of Paul McCartney's "Got Back" tour. talkmoretalk.com talkmoresolotalk@gmail.com @talkmoretalk1 https://www.facebook.com/talkmoretalkvideocast https://www.youtube.com/c/TalkMoreTalkASoloBeatlesVideocast

She Who Dares
132. The key systems your business cannot live without (and how to create them!)

She Who Dares

Play Episode Listen Later May 3, 2022 39:10


I'm so excited because we have Julie Painter Fried in the studio today — a name I think most of you are familiar with! (Is anyone else fangirling right now too!?)Julie and I sat down to talk about all things systems and how they can help you elevate everything in your business, from your client onboarding process to your backend management to your client off-boarding experience.She gives some seriously amazing tangible nuggets in this episode, so turn off those notifications and let's dive in!LINKS MENTIONED:Dallas Girl Friday's WebsiteDallas Girl Friday's InstagramGet a systems audit from Julie----- For full show notes and guest links click HERE! Please share your biggest takeaway and review our podcast HERE!-----  #FemaleEntrepreneur #weddingproceo #weddingprocoach

Navigating the Customer Experience
165: Forming and Building Stronger Brand Relationships through Digital with Dr. Anna Harrison

Navigating the Customer Experience

Play Episode Listen Later May 3, 2022 34:50


Dr. Anna Harrison is a top ranked Digital Technology Advisor, Product Expert and Author. Anna's work has helped New Zealand's best exporting and emerging brands create strategic and measurable plans to accelerate growth in new markets. Supported by successes across Europe, Asia, and the USA, Anna's work will help you remove your reliance on luck in the future success of your brand.   Questions   We always like to give guest the opportunity to kind of just share a little bit about their journey in their own words. Your book Digital Brand Romance, could you tell us a little bit about the book? Could you explain to our audience what customer expectations are versus what customer satisfaction is? Could you define for our listeners what a promise is? So, that dovetails us nicely into the core of your book is based on the ADORE Process. Could you take our listeners through what that process is and what are the milestones in the journey of that process? Could 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? Could you also share with us maybe one or two books that have had the biggest impact on you, it could be a book that you read recently, or even one that you read a very long time ago, but it still has had a great impact on you. 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? Do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote, it kind of helps to get you back on track if for any reason you got derailed or you got off track?   Highlights   Anna's Journey   Anna stated that we are in for a treat. So, probably the best way to describe her journey is that it is non-standard and very nonlinear. She's lived on four continents and done a whole bunch of different things. And probably if you look back across the last sort of two decades of work, the only common thread amongst it all is that she's done interesting things and she's worked with great people, and that really is something that drives her and motivates her to seek out new challenges and look for different things. So, loosely speaking, she's worked in product design and product development, started in IT and so back in technology, work a lot with customer experience, and the drivers that help people to make choices and help brands to sell more stuff to loyal customers.   What is Your Book Digital Brand Romance About?   Me: So, our podcast is all about Navigating the Customer Experience. As you can imagine, when your email came across my attention, and I saw that you wrote this book called Digital Brand Romance: How to Create Lasting Relationships in a Digital World, I said to myself, this sounds very interesting and then I read a little bit more and it really got me intrigued. And so, I'm sure just as how I was intrigued, our listeners will be just as intrigued about your book. So, could you tell us a little bit about the book?   Anna stated that Navigating the Customer Experience just to sort of jump out and big picture, it's her passion, it's what she thinks about at 3:00 am in the mornings. So, lots of mutual interest and overlap and she's excited to share some of the things she's learned in her life with our audience today.   So, Digital Brand Romance, it's the combination of about a life's work so to say, and it looks at the factors that influence us as human beings and propel us to be loyal to a brand or not. And the cool thing about the book is that it breaks all of that down into really easy steps. And she thinks if we look at digital experiences and customer experience, and all of that, and it's all in a digital space, very often we get a little bit scared, and we think, “Oh my God, what do we know about this space?” And we kind of forget that always at the other end of the computer, the person buying your pair of shoes, or the person buying the handbag that you're selling, or the SaaS product that you're selling is a human.   And as humans, we form relationships, and we make decisions in really predictable ways. And so, we remember this when we have relationships with other people in real life but as soon as we go to digital, we just forget everything we learned and we make things very transactional in our digital spaces, and we just hard sell the consumers.   And then we wonder why things are not working and why most of our marketing budget is being spent on Google AdWords and our conversion rates are super low, like 1% or 2%.   So, the book really explores what are the levers that we can pull to help us understand how people make decisions. And then how do we apply that to our digital assets, like websites, like email marketing campaigns, like our sales process, to really build strong relationships and a loyal customer base.   What Customer Expectations Are Versus What Customer Satisfaction Is   Me: Now, one of the things that came across my attention when I was reviewing your book, I like the fact that you spoke about customer expectations, you spoke about customer satisfaction, and you spoke about why they were very different. Could you explain to our audience what customer expectations are versus what customer satisfaction is?   Anna stated that it's an interesting distinction here and when we think about customer experience, this is an interesting study that was done by Forbes a few years ago. So, Forbes interviewed a whole bunch of brands. And they said, “Hey, how would you rate your customer experiences?” And 80% of the brands said, “They're excellent, they're awesome, we're doing a great job, our customers are happy.” They interviewed those brands, customers, and only 8% of people said that they were really satisfied with the customer experience. And so, that's a really big kind of discrepancy there. Most brands think they're providing great experiences, and most customers think they are not getting a great experience.   And so, this is the difference between those two things is customer satisfaction, and satisfaction; it's a very personal and subjective thing, she may satisfied with something, whereas someone listening to this podcast might say, “No, that's terrible, I'm very dissatisfied with exactly the same thing.” And so, understanding customer satisfaction and how we can affect it is really the most powerful lever that we have in curating experiences for our customers.   So, to answer the question succinctly, satisfaction is the difference between what you expect and what you receive, or what you perceive of the experience. So, if you're expecting to wait in line for a meal for half an hour, and you get your table 15 minutes in, you're going to be delighted, you're going to be like, “Wow, this is fantastic. I was expecting to wait half an hour, and we're in early.”   Whereas conversely, if you're expecting to get seated at a restaurant straight away, and they make you wait 15 minutes, you're going to be very, very dissatisfied. And so, the same exact experience is delivered by the provider, you get seated in 15 minutes. But in one case, you're satisfied, and you're delighted, because your expectations were that it could be longer. And then the other case, you really disappointed because your expectations were that it would be shorter.   And so, as a brand, and this is where all your energy can be very effective if focused right is, all you can do is set your customers' expectations at the right level and through that you affect their satisfaction. That might be a bit too textbook nerdy, so she can give some examples if you prefer.   Me: Yeah, I think an example would be good to kind of just cement it for the audience so that they really understand. I got to reading the theory part of it totally and I thought it was a brilliant definition. I just really wanted you to share that, but if you could give us an example, that would be even greater.   Anna shared that there are tons of examples. So, let's say you buy something online. And she bought a bar fridge recently. So, she bought a bar fridge, and it said it will be delivered in two days and so, her expectations are that in two days' time the bar fridge will arrive. And then she got a message saying, “Please schedule your delivery.” And the only dates available were next week. So, 7 days from when she bought it, not two days. So, straightaway, she's like, “Hey, I'm not happy with this, because I was expecting, and you told me that the fridge would be delivered in two days.” So, the only change that needs to happen there is that the brand selling the fridge should just tell her that the fridge won't be available for a week or perhaps even 10 days. And then her expectations are set at the right place, and she's delighted with the outcome.   Me: Yeah, I suppose it's kind of like when we train our employees in organizations, and we'll say that we should under promise and over deliver. And one of the things that I think impacts customer expectations greatly is what we communicate. And sometimes what we communicate - it's not the truth, or I don't know. Sometimes I think organizations communicate information that is incorrect intentionally, like it is their intention to exceed the customers' expectations. So, they give them a reasonable time in their mind but then, when the actual experience is realized, what was communicated and what actually occurred, they're not correlating.   Anna stated that that's an excellent example. And to dig a little bit deeper into that, she thinks setting your customers' expectations that are realistic or perhaps a level under which you know you can over perform is a really good strategy, with a little asterix on that, as long as you're doing that in an authentic way. Because consumers are smart and as soon as your consumer feels that you're trying to deceive them, that opens another can of worms, they're going to run for the hills because no one likes the feeling that they're being lied to.   However, as a brand, you have the ability to authentically communicate and to deliver information and this is something that's super interesting that there was a lot of research done in the 80s by Don Norman, if you know him, he's like one of the godfathers of design and have written amazing books over the years. But what came out of his research was that people are really open to changing their expectations when you provide them with authentic information.   So, coming back to our restaurant example, if she's waiting in line for a table, and she's expecting it will take a couple of minutes, but it's going to be 15. If the restaurant gives her authentic and clear information as to why it will be 15 minutes, and then perhaps a gesture to compensate her for my trouble, that negative experience or what could have been a negative experience actually shifts to being a really positive experience.   So, with the fridge, if someone simply sends an email and says, “We're really sorry, we typically try to deliver things in two days. But you've had public holidays and long weekends in Australia and so that's pushed out delivery times out, and it'll be a week, very sorry.”   That information, when it's communicated authentically has the power to reset her expectations as a consumer. And so, it's not about getting it perfect every time as a brand, you don't have to get it right every time.   It's like parenting; we're often so hard on ourselves when we do something kind of not quite right by our kids. But you can make it right, you can have an authentic conversation and provide the information with clarity and with transparency and that will have a really powerful effect and reset your customers' expectations so they can still have a really good experience, even when it falls short of what they originally expected.   What is a Promise?   Me: Another great insight that I took from reviewing your book was there's a point in the book where you say the only reason anyone buys anything is to make their life better, which I suppose is almost the equivalent of people go into businesses to solve a problem. Most businesses were created with the intention of solving somebody's problem, whatever it is that your business solves. But what really intrigued me further to what you said in terms of making their lives better, is that the challenge to sell more reduces it down to two things showing the buyer that you're going to make their life better and delivering on your promise.   Now, could you define for our listeners what a promise is because I've been through many different customer service trainings in different industries, and I find that people are not clear on what a promise is. And they don't realize that you don't actually have to say the word I promise for the customer to view it as a commitment that you're making to fulfill something that they're requesting.   Anna stated that is such a great question and such an interesting pathway to explore. So, a promise is certainly not a contract. So, without even whether you explicitly and overtly know that you're making a promise to a customer or not, you are even if they don't sign a contract with you.   So for example, things like if you think about someone coming to your website for the very first time, in the first 10 seconds, that site visitor gets a sense of what your brand promise is, and that's made up of a few ingredients, it's made up of the styling on your website, your choice of imagery, your choice of font, your choice of colour, your logo, your hero value proposition tagline, all of those things combined into effectively, very quickly delivering a snapshot of what your brand promise is.   So maybe to correlate this to an example we'll all be familiar with. When you meet someone in person for the very first time, your subconscious mind processes a whole vast range of variables and you make a snap judgement, you go, “Yeah, this person is the kind of person that I would like to have a conversation with and maybe if that goes well, we'll go out for a coffee and maybe we could be friends.” Or “This person is just creepy; I'm going to run the other way. You know what I'm not having that this, a cup of coffee is not in our future.” And so, your subconscious mind is really good at doing that when we meet people in real life. And whether we think about it or not, we do exactly the same thing when we see a brand in a digital space.   And so, the brand promise is really the combination of all of those things and when you start looking for it, you'll notice it. So, when you go to a brand like Porsche, the imagery on the site, the particular choice of fonts and colours and the logo design, all look like a very expensive and exclusive brand. When you go to something like Kia, it's a much more approachable brand and this is all done through very subtle things like fonts and colours and the brand promise.   She works with high growth brands in Australia and out of New Zealand, and where they often will spend a lot of time and it's an easy thing to talk about, and a hard thing to execute on, is refining the value proposition. And so, that value proposition is the explicit articulation of how you're going to make someone's life better. And she finds where brands often get stuck; they get stuck in two ways.   One is that they think about the features of their product and don't recognize that features don't make someone else's life better. No one has a pair of Jimmy Choo heels because they have a high heel stiletto on them, they buy those heels, because of how those heels will make them feel, and how they will be perceived when they own that particular item.   And so, we forget this when we design our websites, and when we design our electronic marketing campaigns, and social media campaigns and so on, and we talk about features instead of what is the feeling? How really do you make someone's life better? She doesn't choose Skype or Zoom because they have a particular telephonic service with some grade of how fast they transmit her voice. She doesn't even know the details. So, she doesn't know what the technical specs for Zoom.   She chooses Zoom because it's easy to use and she can click one button and connect with someone on the other side of the world. And so, Apple is probably an amazing example of at scale when we first stopped talking about features and started talking about how the product makes our life better. And so, to come back to the original question, what is the brand promise that we make? It's all the subconscious things that someone will experience in the first 10 seconds on your website and that's made up of fonts and styling and colours and imagery, and also your value proposition that you articulate in that hero part of your website.   What is the ADORE Process and the Milestones in the Journey of That Process?   Me: So, that dovetails us nicely into the core of your book is based on the ADORE Process. Could you take our listeners through what that process is and what are the milestones in the journey of that process?   Anna stated that the ADORE Process and a few people have asked her what does ADORE stand for. And again, she's like; actually, it stands for nothing. But in technology, everyone needs an acronym and so here we go, we've got an acronym called ADORE.   So, the ADORE Process looks exactly at how we form relationships as humans. So, as soon as she walks you through it, she'll be able to map that to, “Oh, yeah, that's exactly how I form relationships with anyone I meet in real life.” And it translates it into milestones which we can affect and tune in digital, and also milestones where you can measure the performance for your particular brand against each of the milestones.   And the milestones and there is six of them. The very first one is zero seconds. So, zero seconds is simply the opportunity to have a site visitor come to your website. So loosely speaking, it's all of your marketing activities, all of your social media, everything that you do to drive a stranger to your website, the moment that they land on your website, that's zero seconds.   Then that first impression moment is the first 10 seconds that they're on your site and this is where they make a snap judgement, whether you like the fact or not people make snap judgments and they'll decide whether they're going to spend more time exploring your brand and getting to know your brand, or whether they're going to go to the next tab, and your closest competitor is always only ever in the next tab and sort of say, “No thanks, this isn't the brand for me.” So, 10 seconds is that first impression sort of moment, first date, if you like.   And another thing which she often sees when she works with brands is that they want to tell you their entire life story on that first date. You're like, hang on, I'd never do that in real life. But how is it okay in digital, or they'll lead with something like a “Book a call right now,” and ideally one that pops up on the way upside the moment that you land there and you're like, hang on a second. If she was meeting someone for the very first time and they went on a first date, and she said to the person sitting across from her, “Hey, you seem kind of nice. Do you want to move in and have seven kids together?”   So again, in person, we know how to moderate this, we know that relationships take a certain cadence, and we don't violate those things in real life. But we do on a website, we're perfectly happy to put a pop up that says, book a call right now, the minute that she lands on a website she's never been to, like, “Hang on a minute, let me get to know your brand first. And once I know your brand, a little bit better than ask me that question.”   So, zero seconds, the arrival, 10 seconds is your first date, then three minutes, is that moment where someone has taken the time to actually get to know your brand a little bit more. So again, in human terms, it's probably that three to six month mark, where you're like, “Yeah, we've got to know each other a little bit, it feels about right, maybe now we'll have a conversation about moving in together.” But don't do that on the first date. And so, that three minute mark is that moment where someone has explored your brand. At this point, maybe they've looked at your features. At this point, maybe they've looked at, can I make this work for me. And if you've positioned those first few elements on your website in the right order, and in the right way, and you're respecting how someone forms a relationship with your brand, the very natural next step is for them to want to sign up, they'll want to try your product or service, they'll want to perhaps buy the first T shirt that you're selling, they're ready for that next step.   And so, that sign up moment, it's like moving in together, it's a definite sign of commitment. And it's super, super important to take note of that, because your customer is now saying, “I am making an active commitment to your brand.” And so, when you've got that, you know for sure you've got someone who's interested, someone who's spent the time getting to know you, they're a captive audience. The rest is easy, assuming that you've got a really good product or service, which most brands she works with have amazing products and services, and they are just not sure how to develop that relationship with their customers.   And so, to give an example, she had a brand that she was working with, and they literally after the signup process, they were losing 95% of their people. So, they were spending all the money on marketing, all of their branding and their brand promise and the way they told their story was all done super well, they were getting a lot of customers to sign up each month. And then it was like a 95% drop off. And it was like, “Oh my God, what's happening here.” And they changed a couple of really small things. And so, if you look at this part in the book, it will actually give you tangible tips for what to look for when things are going wrong, and what you can change. And this particular brand, they increase their revenue by $50,000 a month by changing a couple of buttons. So, these things do make a difference. And whether consciously or subconsciously, we do respond to digital, and to the formation of relationships with brands and digital, much like we do in real life when it's a human and a human interacting.   But we've got zero seconds, the arrival, we've got 10 seconds, which is your first date, we've got three minutes, which is where you've told your brand story, sign up, which is your first moment of active kind of commitment. And then after that it's easy street, all you then need to do is build into your product the right levers to create an upgrade, to create a repeat buy, to get the customer to pull more money out of their wallet and experience more and more of your product over time and so that's upgrade. And then ultimately where you want to drive your customers to if your growth strategy is based on forming relationships, and that loyal customer base is to get referrals. And referrals are really important because a referral from someone that you trust shortcuts that whole customer journey by about 60%. And so, people will take shortcuts on the getting to know you part and go straight to sign up if the recommendation comes from a trusted party.   So, that's basically the steps and in the book, in the ADORE Process part, which is the middle part of the book, it shows you for each of those steps, how do you measure success? So which of your website metrics do you look at to see whether you're performing well or not performing well. And that's important because when you make a change to your website, or you hire an agency to make some changes, you want to have tangible and objective proof that whatever updates you made are actually creating a positive effect on your conversion rate so that you're getting a good return on the investment that you're putting in to developing those digital assets that you own.   App, Website or Tool that Anna Absolutely Can't Live Without in Her Business   When asked about an online resource that she cannot live without in her business, Anna stated that she was thinking about this the other day, and really, honestly, the thing she can't live without is probably email but that's not going to be much help because everybody uses email. So, something she's gotten into recently is a product called Shortform. And Shortform gives you a summary of some of the best books on the planet and the summaries are just fantastic. So, if you're starting out and you haven't read any books at all, Shortform might not be for you but if you've read a bunch of books, and you've got an interest in business books, or how to grow businesses, and you've read a few things, Shortform is excellent because it fills in the blanks, and really tells you very quickly what the difference between this book is, and other things, which you may have read.   So that's something she enjoys and they're always adding new books into their library there. And so, in like 10 minutes, you can get the gist of someone's amazing new ideas without reading a whole book so it's a little bit of a hack and that's something she's enjoying. Other than that, she listens to podcasts, typically podcasts that are recommended by other people. So again, showing that once we get a good recommendation from someone, we do shortcut that whole decision making process and just go straight to, “Yes, this is the thing for me.” Probably, that email and Shortform would be her indispensable tools at the moment.   Books that Have Had the Biggest Impact on Anna   When asked about books that have had the biggest impact, Anna shared that she's definitely been very impacted by books she read early in her career and these would be the classics, things like Rich Dad, Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not by Robert T. Kiyosaki, the idea that things that you buy are either an asset or they're not an asset and the idea that you can actually design your life so that you're not dependent on a paycheck. So, that was super influential for her.   Other than that, Influence: The Psychology of Persuasion, Revised Edition by Robert Cialdini, she thinks if you're an entrepreneur, and you're designing product, and you're selling product, and you have an interest in understanding how do people make decisions and how do I, what levers do I have to influence them to make the decision that I want them to make? This is indispensable. And so, Robert Cialdini wrote the first edition of the book in the early 80s and it's still true today. And it's a fantastic book.   Other than that, Big Magic: Creative Living Beyond Fear by Elizabeth Gilbert is a really, really beautifully written book, and it personifies ideas and it talks about concept that as people, we inhabit these human forms, but ideas are these organisms that float around us, and an idea might come and tap you on the shoulder and if you're not ready for it, it's going to go ahead and find some other human hosts that's going to bring it to life. And so, when an idea pops into your head, it's really up to you to take that idea and nurture it and grow it into something that becomes a business. And if you're not prepared to do that, don't be surprised that someone else halfway across the world seemingly has the same idea and brings it to life. So, she just thought it was a beautifully written and lovely book. Heaps of others, but those are probably her top three picks for the moment.   What Anna is Really Excited About Now!   Anna stated that the biggest thing that's happening for them at the moment is that they're taking Digital Brand Romance and they're converting that into a SaaS product called Rammp. And so, people love reading books, and so on, but what she finds is that most people want a solution that is automated and that they can deploy to their business that will work for them when they're focusing on the other important things in their business.   And so, Rammp does that, it takes the principles that are outlined in the book, those six milestones and it connects to your website statistics and then it will show you each month what are the most impactful and lowest hanging fruit that you can address to improve the relationship with your customers, and thereby increase your conversion rates. So they're bringing that to life. If you look at the website today, it's still a landing page but they should be launching that at the end of June. So, that's definitely a very, very exciting thing that's happening.   The other very exciting thing, which is possibly only exciting to her is that she has finally found another gym that she's excited to go to because she's been in fitness limbo for the last couple of years, just kind of on maintenance and alive, she's really looking for something that's going to be inspiring and she did that this morning. So, she's super stoked about that.   Where Can We Find Anna Online   LinkedIn – Anna Harrison Website – www.rammp.com   Quote or Saying that During Times of Adversity Anna Uses   When asked about a quote or saying that she tend to revert to, Anna stated a 100% and you could see her right now, you'll see that it's written on a card and stuck to her computer and the quote is, “Merely do the work.” Some days you're super motivated and you're excited and everything is going really well, on those days it's easy to do the work.   But some days, whatever, the stars have not lined up and you might feel a bit naa and you're like, “Why am I even doing this, there's so many competitors that are better, etc, etc.” And on those days, just put your head down and do the work, you started the business that you're doing for good reasons, there is no one else in the world who is more passionate and better position to be working on what you're working right now. And on the tough days, just put your head down and merely do the work. Life and business and pretty much everything we do is a marathon, it's just a marathon and you're doing a marathon, it's just put one foot in front of the other and eventually, things brighten up, you got your inspiration back and you finish the race, or the run, or whatever it is that you were working on. So merely do the work.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links Digital Brand Romance: How to Create Lasting Relationships in a Digital World by Dr. Anna Harrison Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not! by Robert T. Kiyosaki Influence: The Psychology of Persuasion, Revised Edition by Robert Cialdini Big Magic: Creative Living Beyond Fear by Elizabeth Gilbert   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Navigating the Customer Experience
164: Delivering Quality Service through Mobile Applications with Eric Vermillion

Navigating the Customer Experience

Play Episode Listen Later Apr 26, 2022 21:02


Eric Vermillion is the CEO of Helpshift, a San Francisco based company that develops mobile customer support software that helps companies provide better customer support in mobile apps. Before Helpshift, Eric was instrumental in advancing BlueCat to one of Canada's most notable software exits, and also helped grow revenue at NICE Systems to over $1 Billion. He has also held sales and leadership roles at PTC, Tecnomatix and Triad Systems Corporation. Eric holds a Bachelor's degree in management from Purdue University.   Questions   We like to give our guest an opportunity to do their own introduction in their own words, can you just tell us a little bit about how you got to where you are today? Can you tell us a little bit about what Helpshift does? Do you see mobile applications advancing even more in the whole development of customer experience on a global level? Or do you find people are looking for more opportunities where they can have more face-to-face interactions and less interaction with the digital or the technological side of things? Metaverse, there are a lot of people who still have a little bit of apprehension in relation to that whole emergence of that, what it represents, how to interface with it. What are your thoughts on that? Do you think it's something that will become the norm? How do you think people can adjust to it feeling more comfortable because it's so different and generally speaking, human beings just don't adjust to change very readily. Could you share with us what's the one online resource, tool, website, or app that you absolutely can't live without in your business? Could you also share with our audience, maybe one or two books that have had the biggest impact on you? It could be a book that you read recently, or even one that you read a long time ago, but it still has impacted you in a very great way. We have a lot of listeners who are business owners and managers, who feel they have great products and services, but they lack the constantly motivated human capital. If you were sitting across the table from that person, what's the one piece of advice that you would give them to have a successful business? 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? Do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get you back on track if for any reason you got derailed or just kind of helps to get you back refocused.   Highlights   Eric's Journey   Eric shared that he spent his entire career in the world of software, pretty good chunk of it on the sales end of things. He kind of got lucky coming out of Purdue University, when all his friends were taking jobs at places like John Deere and Caterpillar and Anderson Consulting, I found the Bay area software company to join and kind of fell in love with technology and software. So, he's spent his career helping people use technology to create value. And he's spent a big chunk of it in the world of customer service, he was at NICE for 8 years and got to be a part of things when kind of this whole omni channel trend happened. After he left NICE, he did a couple of other software plays in the world of identity management and IT security with blue cat, he found his way back and spent the last 3 years in Helpshift trying to really redefine what good customer service looks like for mobile apps and using more mobile devices more effectively.   What Does Helpshift do?   When asked about what Helpshift does, Eric shared that if you think of the your mobile phone, you probably engage with a lot of mobile apps on a day to day basis. Most people do and that's a trend that is rapidly increasing. They help brands use that mobile app to create essentially an orchestration tool for consumers to drive a very elegant customer experience. So, when you're in the mobile app you got typically it's the mobile app knows who you are, there's some context to the situation. And so, their customers are able to really provide their consumers with a much more elegant logical flow within the mobile app, allowing them to really self-serve much more effectively and by the time they actually get to an agent or human if they need to, because it's a more complex problem, or they're a blue-chip customer. A lot of the problems already been solved, the context is there for the agents, so they can become a bit more like a concierge or a personal assistant than then the traditional view of what we would think of as a customer service agent.   Mobile Applications Advancing to Develop Customer Experience   Me: Do you see mobile applications advancing even more in the whole development of customer experience on a global level? Or do you find people are looking for more opportunities where they can have more face-to-face interactions and less interaction with the digital or the technological side of things?   Eric stated that those are two separate interesting questions. He thinks after what we've all been through in the last couple of years with COVID, he'd be surprised if there's anyone in the world that isn't craving a little bit more face-to-face interaction. So, he does think people want that, but he's not sure that customer service is the place where they're striving for more kind of face to face, human to human interaction.   People are busy, people's schedules have changed and evolved a lot over the last couple of years, people tend to do a lot more working remotely, they tend to have schedules that are not very standard and typical, so they want to be able to find resolution to their problems whenever they want, wherever they want, at whatever time of day they want and that's something that he thinks companies are going to have to continue to adapt to.   And one thing that we know is true is that there were 2 million mobile apps that were created last year and there'll be more than that that are created this year. People tend to carry their mobile device with them, all the time 24/7, for most of us it's sitting next to our bed even at night. And so, it is this tool that's on our person 24 hours a day and when used properly, it can be an incredibly powerful tool for accessing support and creating a support engagement that really fits your needs and your schedule as a consumer, whenever and wherever you want.   He also thinks that when you think about some of the other trends that are going on in the world, like the emergence of this thing, everyone's calling the metaverse, other kind of distributed commerce technologies, like blockchain and web3, and other digital commerce trends that are happening in the world, most of those actually are accessed through mobile devices and through mobile apps as well. So, it's a trend that he thinks would be hard to find any reason that it's not going to continue to grow and kind of grow exponentially.   Metaverse, How Can People Adjust to it Feeling More Comfortable Because It's So Different   Me: I'm glad you mentioned the metaverse, because there are a lot of people who still have a little bit of apprehension in relation to that whole emergence of that, what it represents, how to interface with it. What are your thoughts on that? Do you think it's something that will become the norm? How do you think people can adjust to it feeling more comfortable because it's so different and generally speaking, human beings just don't adjust to change very readily.   Eric stated that all very good and fair points. He thinks that a lot of people's view of the metaverse is driven by the images, or the headlines that they see about broken virtual reality experiences, they think the metaverse as kind of a 3D VR kind of gaming environment and to a certain extent, it largely is in 2022, but the evolution of it is happening very, very fast.   And for him, he envision this world, not so many years from now, the technology is there to make this happen right now, where maybe he has a meeting with someone who is sitting in Japan, speaks only Japanese, someone who's in Brazil that speaks only Portuguese, someone in France who speaks only French, and himself in a room having a meeting, in a virtual environment in real time collaborating on some project where they all understand each other, and they can effectively communicate and collaborate in a way, that's just not possible today, and kind of a purely physical world.   And so, he thinks there's just so many applications for it like that really impacted us in a positive way, in a professional environment, in an educational environment, from a healthcare perspective that gets taken granted a lot today when people just think of the metaverse is kind of this scary 3D video game. And all of those things that he just described, of course, are also going to have commerce that comes alongside of them and ownership and digital rights that around and a lot of that is being handled today or will likely be handled through blockchain technology.   And so, you have this kind of parallel digital existence that happens with all of this commerce, would be naive to think that that's not going to create a lot of support issues and a lot of support challenges. And jumping from that world, out into the more physical world to pick up the phone and make a phone call or send someone an email is highly impractical when you think about it. So, he thinks support tools are going to have to evolve as well to be able to handle some of those changes.   App, Website or Tool that Eric Absolutely Can't Live Without in His Business   When asked about an online resource that he cannot live without in his business, Eric stated that it's probably pretty boring, but he spent a big chunk of his day in G Suite, from kind of managing the calendar to all the collaboration that happens over the tools. So that's a pretty boring one because they spend a lot of time talking about mobile apps, he would maybe add a bonus that he travels a lot and he'd really struggle if he didn't have his American Airlines app, that's kind of how he gets from place to place anymore. So that's one that he tends to use a great deal as well.   Books that Have Had the Biggest Impact on Eric   When asked about books that have had the biggest impact, Eric stated that he's a big fan of Good to Great: Why Some Companies Make the Leap and Others Don't by Jim Collins, that's just that's one of those timeless books, the concept of the whole hedgehog principle and really having that one thing that you're laser focused on, and the whole organization is laser focused on, that you want to be known for. As well as the concept of having the right people on the bus, even if you don't know where they will sit. Those are just concepts that resonates with him very well with him, and philosophies that he tends to use and in his own management style.   On a more kind of non-business level, he's a big fan of Bob Goff as well. He's got a very fascinating story. His first book, which is called Love Does: Discover a Secretly Incredible Life in an Ordinary World, is still his favourite of the ones that he's written. He's written a few since that he thinks that was probably 10 years old at this point. But he tends to really love experiences, he thinks Bob does a great job sharing interesting experiences and the lessons you can take from each one in an extremely interesting way.   Advice for Business Owners and Managers to Have a Successful Business   Me: We have a lot of listeners who are business owners and managers, who feel they have great products and services, but they lack the constantly motivated human capital. If you were sitting across the table from that person, what's the one piece of advice that you would give them to have a successful business?   Eric stated that you know that you're a coach, you're not just a manager. He saw this clip in the last few days of Nick Saban, the Alabama football coach that's highly regarded and very well known. He stepped in and prevented a player from sharing a piece of cake with another player. So, they have this spring game every year, where they play against their own teammates, and the losing team gets beans and franks and the winning team gets a steak dinner with chocolate cake. And the winning teammate wanted to share a piece of cake with his really good friend that was on the losing team and Saban saw it and shut it down.   And he just loves that because losing hurts, and it should hurt and that's how you know you don't want to do it anymore. And he thinks people sometimes need to realize that they have an obligation as a leader, as a manager, to also be a coach and not just a manager. His job is really to help everyone who works for him to perform at a high level, and to help prepare them for their next job or even help them get their next job. And he thinks too many managers forget that often. And you can't buy your way out of that responsibility no matter how much you're paying for someone.   And then in this world where human capital and good human capital is very hard to come by, and often very expensive, losing sight of that responsibility to really coach and help a person be prepared for whatever's next, it's one of those things you take for granted if you're just trying to sometimes pay top dollar for people because you think that'll automatically make them the best at things, which is not the case.   Me: I totally agree. One of the things that we talk about a lot as well as a customer service trainer is that the most important role of the leader is to grow and develop people because as you mentioned before, you want to have people around you who are robust, who are efficient, who are intrinsically motivated to do what they're employed to do, but at the same time, they feel like they have some purpose and for them to feel like they have some purpose, they have to feel like they're a part of a bigger goal other than collecting a salary. So, I do quite agree with you that leaders are coaches even though a lot of them may not look at themselves as a coach, I like that phrase that you put it as.   What Eric is Really Excited About Now!   Eric shared that from a people perspective, the pandemic has created a lot of confusion around what work looks like and you hear a lot of companies talking about they're going to be remote only or they're going to be office only or they're going to be hybrid or like lots of different things that people are calling this thing. He spent most of his career as a remote employee and it's hard, it is not something that there's a kind of a playbook or a handbook out there to do. And it was harder before Zoom and messaging and always available internet, but it's still hard.   And he believes very strongly that companies need to have a framework for expectations and that's something that they've been continuing to work on a lot as a company. Expectations on what's expected of you as an employee, and that is independent of physical location, that is just what's expected of you as an employee, he doesn't really care where you sit, if you're doing those things, he doesn't care where you sit. He doesn't care if you're physically in an office or remote. If you're following those guidelines and principles of what they stand for as an organization and using the technology to do that, if you're doing it like that, he doesn't really care where you work from. He thinks a lot of companies think that they can kind of hand you a bag of cool technology and software, and it will make you a great remote worker but it just unfortunately doesn't always work that way, you have to teach people what's expected, inspect it regularly and then drag them back into the office when it's too hard or people are just not able to kind of cope with that very unstructured environment that you have at home, not everyone can do it. And frankly, not everyone wants to and so that's professionally.   On a personal level, he did get a Peloton a few months ago so he's been loving that and trying to take off his own COVID-19.   Where Can We Find Eric Online   Website - www.helpshift.com/ LinkedIn – Helpshift LinkedIn – Eric Vermillion   Quote or Saying that During Times of Adversity Eric Uses   When asked about a quote or saying that he tends to revert to, Eric shared that his favourite quote is the Wayne Gretzky quote, or at least he thinks it's widely attributed to Wayne Gretzky, which is “You miss 100% of the shots you don't take.”   Me: All right. And that's a good one. How do you think people can apply that in this whole environment that we're operating in? As you mentioned, we're emerging out of this global pandemic, even though we're not fully emerged out of it, people are trying to just kind of get their life back into some form of semblance. So, with all of that in play and there's also I think a lot of people are still experiencing a lot of fear and anxiety because they don't know what to expect. How do you think that quote can help people to really raise the bar?   Eric stated that he thinks it can be a motivating factor for you. He's definitely a person that's fairly easily amused and he's very much an experience person, he doesn't particularly care about stuff and things, and he thinks for a lot of people over the last couple of years, they've had to figure out more interesting ways to entertain themselves versus going out and kind of buying stuff and looking more for satisfaction through material things. Every day is really a new opportunity to learn something, pain tends to create intelligence, practice creates perfection and that kind of galvanizes you.   He thinks that every person that he meets is a new lesson, every person that he has had an opportunity to help in some way is literally currency for him, it makes him feel wealthy, even if it doesn't add a penny to his own bank account. And every time he gets a chance to experience a new city or a new restaurant, or make a new friend, it makes him feel wealthier than the day before. And he think that's one of those things that every one of us can remember, every one of us that's above ground and breathing has all those opportunities every single day to like add those experiences, add those things that do make you wealthier in a non-monetary way, and never miss a chance to take one of those shots and being aware of that he thinks is an incredibly motivating thing.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links Good to Great: Why Some Companies Make the Leap and Others Don't by Jim Collins Love Does: Discover a Secretly Incredible Life in an Ordinary World by Bob Goff   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Victory of the Lamb
Sermon: 4.24.22- Because the King Lives, We Live without Fear!

Victory of the Lamb

Play Episode Listen Later Apr 25, 2022 19:24


This Sunday's Service Theme - Because the King Lives, We Live without Fear! Scriptures to read along with this message.... Acts 5:12,17-32 The enemies of Jesus kept up the fight against the early Christian church. But God's people kept moving forward without fear! Psalm of the Day  - Your Praises, God, I'm Bringing  This hymn is based on the words of Psalm 138, a psalm that emphasizes how Jesus Christ is ruler of the kings of the earth. His love is unfailing!  His faithfulness is unmatched!  We pray to him, he answers us, and we are emboldened!                Revelation 1:4-8, 17-18 (sermon verses) Jesus Christ is ruler of the kings of the earth. He loves us! He has freed us! His right hand is always placed upon us! John 20:19-31 The disciples were terrified. Thomas was doubting. But the risen Christ squeezed all doubts and fears away!   We hope you enjoy this message! If you have any questions you can email us at: votl.podcast@gmail.com Instagram: @votlchurch Facebook: https://www.facebook.com/votl.org/ YouTube: https://www.youtube.com/channel/UCbssSY_GyJMabh9W-sSVQpQ  Online: https://votl.org

DIRTY, LAZY, Girl Podcast
Keto Essentials: Items You Cant Live Without #25, S.4

DIRTY, LAZY, Girl Podcast

Play Episode Listen Later Apr 22, 2022 28:36


Quickly name some keto essentials you can't live without. It's fun to compare lists! Think about wants versus needs. What do you REALLY need for a dirty keto diet? The truth might surprise you. Here is a list of my top 10 keto essentials. These are the "must-haves" I can't do without.  Keto Essentials Ketosis doesn't need to be so mysterious. I'll share all of my weight loss secrets with you! I'll start by explaining the keto diet basics. After that, I'll teach you what and how to eat. You won't be alone on this ketosis journey. I'll be at your side every step of the way. Before you do anything, sign up for my free keto-support newsletter. It's full of helpful keto essentials, tips and tricks, low carb recipes, links to instructional videos, and loads of weight loss inspiration. BONUS: Look for the free starter keto grocery list inside your welcome email. There is no charge to receive my newsletters. Unsubscribe at any time. Grocery Shop: Keto Essentials STEP ONE: KETOSIS “HOW TO” GUIDE First, you're going to want to read the “how-to” guide. Everything you need to know about keto essentials, ketosis, and how to lose weight on a keto diet is inside DIRTY, LAZY, KETO Get Started Losing Weight While Breaking the Rules by Stephanie Laska (St. Martin's Essentials, 2020). This USA Today bestseller is a fun, quick read. It will quickly become your keto bible! Borrow it from your local library -or- order from online retailers like Amazon, Barnes & Noble, or local bookstores. STEP TWO: KETOSIS COOKING Second, after you're finished reading DIRTY, LAZY, KETO Get Started Losing Weight While Breaking the Rules (or listening to the audiobook), you're ready to start cooking. Make delicious ketogenic meals with the help of The DIRTY, LAZY, KETO Cookbooks – there are four in the series. Each with a fun theme and 100 unique ketosis recipes – no overlaps or repeats. Collect in any order. If you'd like to buy the complete set, click here to view them as a list on Amazon. Not only will you get into ketosis, but with The DIRTY, LAZY, KETO cookbooks, you're likely to have fun in the kitchen along the way. Prepare to be entertained as you learn to create a crowd-pleasing assortment of stress-free keto recipes (main meals, snacks, sides, soups/salads, pizza/bread, desserts/drinks), all10g net carbs or less per serving (macronutrients provided. Ketosis Recipes & Resources – Collect them all The DIRTY, LAZY, KETO 5-Ingredient Cookbook: 100 Easy-Peasy Recipes Low in Carbs, Big on Flavor (Simon & Schuster, 2021) The DIRTY, LAZY, KETO No Time to Cook Cookbook: 100 Easy Recipes Ready in Under 30 Minutes (Simon & Schuster, 2021) The DIRTY, LAZY, KETO Dirt Cheap Cookbook: 100 Easy Recipes to Save Money & Time! (Simon & Schuster, 2020) The DIRTY, LAZY, KETO Cookbook: Bend the Rules to Lose the Weight! (Simon & Schuster, 2020) DIRTY, LAZY, KETO Fast Food Guide: 10 Carbs or Less (2018) STEP THREE: GET SUPPORT Equal in importance to the ketosis guide and cookbooks, step three is to get support. Join the DIRTY, LAZY, KETO community. You'll quickly realize that you aren't alone! Subscribe (for free) to my YouTube channel, DIRTY LAZY KETO by Stephanie Laska or listen to the weekly podcast. I host different levels of Facebook support groups and host live weekly classes. Bring your questions about ketosis and get ready to make friends. Last, but not least, know that we're in this together. I'm here to help you. Let's do this! Stephanie – 140 pounds Author/Creator of DIRTY, LAZY, KETO Helping to keep this site and many of the resources free… at no cost to you – as an Amazon Affiliate, I earn from qualifying purchases.

Best of Today
Karzai: No way Afghanistan can live without girls going to school

Best of Today

Play Episode Listen Later Apr 21, 2022 14:27


Afghanistan has been through many decades of civil war and hundreds of thousands of people have been killed in those years of conflict. Now much of the population is facing extreme hunger. The World Bank has warned that more than a third of Afghans no longer have enough money to feed themselves. The country's economy was dependent on foreign grants that were cut off after the Taliban takeover and there are rising concern over their policies on women and girls. The BBC's Afghanistan correspondent Secunder Kermani also reports from Kabul and Today's Martha Kearney speaks to Afghanistan's former president Hamid Karzai. (Image Credits:EPA/JALIL REZAYEE)

ADHD for Smart Ass Women with Tracy Otsuka
EP. 172: Tracy's Top 12 Can't Live Without, ADHD Resources

ADHD for Smart Ass Women with Tracy Otsuka

Play Episode Listen Later Apr 20, 2022 74:37


Many people who know me would describe me as a tough critic–just ask my kids–but I like to think of it as valuing excellence. This means that when I do recommend a product or service, it's only because I believe in it so much that I want to shout it from the rooftops.    In this episode, I'm sharing my list of rooftop-worthy ADHD hacks that have completely transformed my life. From organization to productivity to home care, these resources have helped me manage the more difficult aspects of my ADHD, leaving me more time and energy to focus on my strengths. At this point I truly couldn't make it through the day without them, they've had such a positive impact on my ADHD brain, and I think they'll make a big difference to yours too. Resources https://bear.app/ https://www.apple.com/shop/buy-watch/apple-watch  https://chrome.google.com/webstore/detail/tab-resize-split-screen-l/bkpenclhmiealbebdopglffmfdiilejc https://superhuman.com/ https://remarkable.com/ https://apps.apple.com/us/app/quicky-sticky-notes/id990867594  https://www.amazon.com/gp/product/B07FPX819Q/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&th=1 https://readwise.io/  https://www.plackers.com/ https://downy.com/en-us/fabric-softener/wrinkle-spray/wrinkle-releaser  tracyotsuka.com/kajabi/  

The Handmade Shop
54. What I can't live without in my Etsy Business

The Handmade Shop

Play Episode Listen Later Apr 19, 2022 10:59


You don't need a lot to run your shop on Etsy. I kept things really bare bones for a long time. But there are a few things I cannot live without for running my Etsy shop. I'm going to give you my top 6 today. Links: Join the Six Figure Maker Mastermind Waitlist Get 50% off your first three months of Craft Kit Get a free month of the YNAB Budgeting Software Profit First Book For more resources on getting more Etsy sales, join my Facebook group or follow me on Instagram.

The Mom Voice
The Cleaning Products We Can't Live Without

The Mom Voice

Play Episode Listen Later Apr 18, 2022 52:05


Apr. 18th, 2022 – In this week's episode, the ladies sit down with a fun starter, chatting about what their favorite app is on their phone. What app do you use most? They also break down the latest celebrity gossip with Bennifer getting engaged – laughing about the re-emergence of so many 2000's icons. It's a funny one, with Ben, Jen, Jen, Brad, Jen… They then dive into talking about their favorite cleaning products – sharing a very thorough list. Sarah shares her go-to mulitcleaner, the products she uses to remove dog stains & so much more. They debunk some major laundry detergent myths, and they find out that they're using way too much detergent. If you have a favorite cleaning product that they didn't share, go DM them @themomvoicepodcast on IG so they can share! They close out with their weekly hits and misses – Lauren took the kids on a hike and Sarah's daughter getting a sweet accolade from her teacher! EP SPONSORS & RESOURCES: Hiya Health Vitamins for Kids // www.hiyahealth.com // 50% off your first order!Walli Phone Cases // www.wallicases.com // enter code MOMVOICE at checkout!Prepped by Brek meal-prep system // visit preppedbybrek.comShop the Show @ themomvoice.com Thanks so much for tuning in – make sure to FOLLOW THE PODCAST wherever you listen, we're back every week with fresh content just for you! Find us on IG/TikTok @themomvoicepodcast 

Tricycle Talks
Learning to Live Without a Self with Jay Garfield

Tricycle Talks

Play Episode Listen Later Apr 13, 2022 66:14


We often hear about the Buddhist teaching of no-self. But what does it actually mean to live without a self? In his new book, "Losing Ourselves: Learning to Live Without a Self," scholar Jay Garfield argues that shedding the illusion of the self can actually make you a better person. Drawing from Buddhism, Western philosophy, and cognitive neuroscience, Garfield unpacks how the notion of self is not only wrong but also morally dangerous. Once we let go of this illusion, he argues, we can lead healthier and more ethically skillful lives. In today's episode of Tricycle Talks, Tricycle editor-in-chief James Shaheen sits down with Garfield to talk about the ethical perils of the self illusion, the freedom that can come from moments of selflessness, and how we can let go of our selves to reclaim our humanity.

Navigating the Customer Experience
163: Ignite Your Brand with Humility, Curiosity and Passion with Ernie Harker

Navigating the Customer Experience

Play Episode Listen Later Apr 12, 2022 22:05


Ernie Harker is a creative branding mastermind. He recently published “Your Brand Sucks,” a book that reveals why most companies get branding wrong and reveals the step by step formula he has used to assist dozens of companies define a clear image and personality for their brands. One of his greatest successes was to help revitalize an old-western retail chain into a $3 billion high-energy adventure brand. He leads workshops, gives presentations, and offers an online masterclass to help organizations define and develop remarkable brands.   Self-diagnosed with Hyperactive Productivity Disorder, Ernie loves to draw, trail run, compete in triathlons, wake board, do yoga, lift weights, camp, mountain bike, watch movies, eat junk food, and spend time with his family and 7 brothers. Asked him what his real life allergies to exercise on the TV travel show he hosted.   Buckle up because his dynamic personality and passion for brand development will have you racing to build your brand. His friends call him Ernburn, so call him Ernburn!   Questions   Could you share little bit about their journey and how you got to where you are today. Could you share that? Could you maybe share with us three important things you think our company needs to have in order to really have, at least gives off the impression of being a brand that is for their customer? Are there maybe two or three personality traits that you think an employee or a leader needs to have in an organization in order to really develop a brand that is highly associated in a positive way? Could you share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even one that you read recently, but it has a great impact on you. We have a lot of listeners who are business owners and managers who feel sometimes that they have great products and services, but they lack the constantly motivated human capital. If you're sitting across the table from that person, what's the one piece of advice that you would give them to have a successful business? Could you share with us what's the one thing that's going on in your life right now that you're really excited about? Either something that you're working on to develop yourself or your people. Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote, it kind of helps to get you back on track or get you back focus if for any reason you get derailed.   Highlights   Ernie's Journey   Ernie shared that like most of our guests, they always start on the path that never seems to be like, if I were to rewind my life; I never would have thought I would have ended up where I'm at. He wanted to be an illustrator or an animator when he was a kid. And so, he was an illustration, he drew all the time, and studied illustration at the university. And when he got out of university, he got a job for an Ad agency. And he was doing concept development and that's just pre visualization of either TV commercials or print ads, or online ads or whatever. He would sketch out what a creative director or an art director would have in mind and then they would show those drafts, those pieces of art to the client.   And what he learned is that he learned to become really good at visualizing language. He wasn't a writer and so he had to clearly communicate and very quickly communicate an idea visually. And so illustration led to storyboards, which led to TV commercials, radio commercials, interactive design, then print design. And so, now he was all over the place doing all kinds of creative development stuff. But that led him into brand development because branding is such a visual experience, we often think of branding as like colours, and logos and graphic design and things like that. But it's also a lot more personality conveyed through language, visual language, and verbal language, tone, vocabulary and things like that. And so, that's kind of how he started as an illustrator, and developed into a branding guy. So it took a while.   Three Important Things a Company Needs to Have That Gives the Impression a Brand is For Their Customer   Me: Now, branding is very important to customer experience and your brand as you said, it's not just from a marketing perspective, the image that comes out in your advertisements, or any form of posts that you put up on any social media platform, but could you maybe share with us three important things you think a company needs to have in order to really have, at least give off the impression of being a brand that is for their customer?   Ernie shared that he's so grateful that Yanique is championing the customer experience because so many businesses focus on their business and not the customer experience, their business will be fine if they just focus on the customer experience. And so, congratulations and thank you for doing that.   There's a singular lens. Every brand should have a singular lens that they use to focus the customer experience and those are all the touch points that a customer would see, hear, read, notice, anything like that. So, those are all touch points. Well, the customer experience is a conscious decision to filter all those touch points to reinforce a specific personality of the company.   So really, we're trying, with all these customer experiences, we're trying to engage and attract a customer, make them fall in love with a business, you can't make anybody fall in love with the business unless there's a personality associated with that business. And so, defining what your brand lens or personality is really about, will then help you choose the visual elements, the pictures, colours, textures, all those kinds of things.   And the verbal elements, the language, vocabulary, the tone to give that customer the glimpse into the organization's personality, they go, “Oh, my gosh, I love this company,” not just “Oh, I recognize the company.” which is a lot of branding oftentimes, as he can differentiate between one company and another company, visually, but it needs to be more than that, it needs to be more of a personal, emotional connection, like “I really am attracted to this company.” And that's done like for a convenience store chain.   He was in involved a convenience store chain business for a long time. And what's neat about the convenience store business is that it's one of the very few businesses that have customers come in on a daily or multiple times per week. Like banks don't do that, retail locations don't do that. Even McDonald's, well, maybe some people that go every day, but convenience stores like they're buying fuel, customers are buying fuel, they're buying snacks, they're buying drinks, whatever.   And so the environment needs to be inviting. What is it about the walls, the floors, the interior design, the extra design that reinforces the personality of the business? And then of course, you have the person behind the counter, that Maverik, the convenience store that he was developing a brand for. They called them adventure guides because they had an adventurous personality; they wanted to make it feel like people were going to the great outdoors when they would come to a store. And so, they'd call them adventure guides.   So titles, the way customers were greeted. So you have this visual experience when people come in and then you have the vocabulary of like a greeting and you meet somebody who is an adventure guide instead of a clerk, or a teller, or a whatever. And then of course, all the marketing and advertising goes on top of that customer experience. I hope that answers the question in a roundabout way.   Three Personality Traits an Employee or Leader Needs to Have in an Organization in Order to Develop a Brand   Me: Oh, definitely it does. So there are quite a few things that you mentioned that I am definitely 100% on board with. I think sometimes also when people hear the word brand, it's like brand is highly associated with marketing, not necessarily customer experience. Are there maybe two or three personality traits that you think an employee or a leader needs to have in an organization in order to really develop a brand that is highly associated in a positive way? Because your brand can have a negative image and your brand can have a positive image. But what are some key things that you would need to ensure or would you say it should be linked to your core values? And if that's the case, what should be your strategy where recruitment is concerned?   Ernie stated that there are 3 things he's going to say off the top of his head. One is Humility. And what he means by humility is oftentimes organizational leaders or employees think they know best. They have their own personal opinion and they think their personal opinion is stronger than anybody else's opinion or research. So, humility.   Curiosity is the second one. Like he wants to know what their customers really think. He wants to learn as much as he can. So, humility gives us opening in our brains and our hearts for change and curiosity leads us to find the material to fill in that empty space that's relative, that's applicable.   And then the third thing is, he thinks Passion. There's so much boringness going on in the world today. He wants to be surrounded by people who are enthusiastic about what they do. It doesn't matter what they do, he could care less, but he cares about the enthusiasm and the passion by which they're engaged. So, there's too many retail locations or retailers, with employees who are completely disengaged, they are there counting the minutes between breaks, can't wait to get home and so the customer experience is a huge, like empty space in those locations, those businesses. So enthusiasm, he just wants to feel some love, some passion. He doesn't care if he's ordering a Big Mac, he wants someone to be excited about it for him. So those are the three things humility, curiosity, and passion or enthusiasm.   App, Website or Tool that Ernie Absolutely Can't Live Without in His Business   When asked about an online resource that he cannot live without in his business, Ernie stated that Photoshop. He's learning to use HubSpot because he's been terrible as a CRM guy. He needs to do a better job with that. But he does so many things in Photoshop, because he's image oriented, whether it's illustration or even graphic define online, banners, video thumbnails, and all those. If he didn't have Photoshop, he'd be a stick in the mud.   Books that Have Had the Biggest Impact on Ernie   Ernie shared that the book that has had one of the most profound impacts on him is The 4-Hour Workweek: Escape 9-5, Live Anywhere, and Join the New Rich by Tim Ferriss, and he has referenced it so much that his wife gives him a hard time about it. On his nightstand, he has a set of Scriptures, the Bible, this is his go to, that's his big go to book. So, he got his scriptures, and he's a faith based person, very religious. But next to that for years was Tim Ferriss' book, The 4-Hour Workweek and so he would wreck ideas from The 4-Hour Workweek and his wife would say, “Oh, are you quoting brother Ferriss again?” Because it's like he's almost like a prophet. But some of the things that he talked about that are profound to him is the Pareto principle, the 80/20 rule, becoming more efficient with your time.   He also talked a lot about multiple careers instead of retirement, and working for the future, we're designed to be very creative people. So, why do we work like crazy in one career, and then hope one day we'll retire and not have to work, that's crazy. He doesn't ever want to stop working; he wants to keep doing fun, cool stuff. And so, the idea of multiple careers and mini retirements. Well, he could talk for a whole hour about Tim Ferriss and his teachings. But that was the most profound book.   Advice for Business Owners and Managers to Have a Successful Business   When asked about advice he would give to business owner or manager to have a successful business, Ernie shared that he would love to be able to incorporate employee compensation with customer experience so that the employees are rewarded, their compensation is structured on  how much the customers enjoy their interaction, how much they appreciate the interaction. So that instead of like sales based, like always commissioned based, play the long game of, “I want to hire people that are compensated when customers or potential customers have a really good experience with them.” And then also provide that employee with the resources to wow their customers. Like being able to send a note, being able to send a very small inexpensive gift, things like that. So they're empowered and they're compensated based on their customer experience, because he knows that there will be people, that the customers will always come back to a really good experience.   What Ernie is Really Excited About Now!   Ernie shared that he has been going bonkers over a YouTube channel that teaches kids to draw. So he created a YouTube channel, he spends way too much time on it. But he gets to produce, he gets to do the drawing, he does the lesson. And then he edits the video. And so all the fun things and creative production that he enjoys, as well as kind of inspiring and igniting the excitement of drawing which is affordable to everybody. It's within the reach of the poorest of poor people, get a piece of charcoal and a log, and you can draw. Pencil and paper, it's super, super inexpensive. But the ability to express creativity with pencil and paper, and an iPad and procreate or whatever is just so empowering for him. And so, he's done 100 episodes in the past 2 years and the channel, it's like 4000 subscribers, it's not very big but it has been so much fun to make these videos and just have fun being creative in the YouTube world.   Where Can We Find Ernie Online   LinkedIn – Ernie Harker   Quote or Saying that During Times of Adversity Ernie Uses   When asked about a quote or saying that he tends to revert to, Ernie shared that he was writing his book, Your Brand Sucks, which was very, very hard for him, he has ADD and so kind of staying focused on that was really, really challenging. And he'd often want to give up. He'd been involved in multiple businesses, a lot of entrepreneurial businesses, and none of them met the financial goals that he had, like he wanted to build these businesses and have it sell millions of dollars worth of product or whatever, but most of the time, they just kind of broke even.   And while sharing his disappointment, his frustration with a co-worker of his, an executive with him. He was listening to him (Ernie) talk about like his TV series didn't work out; he took longer to run his iron man than he thought he should, his children's book didn't sell very well. He like looked at him like, “Dude, you get credit for trying.” “You get credit for trying.” And what he thinks is impactful to him about that little mantra is that it kind of reshapes his definition of success, of not relying on success of things he can't control.   Like, for example, if he wrote a book, he has very little control whether or not it sells a million copies, if it gets popular, if Oprah loves it. But he has 100% control whether or not he finishes writing the book. So, if he were to focus his success, his definition of success on things that he can control, then he could be very productive, he can write the book. Because the temptation is he's going to give up because nothing that he's done so far has met his definition of success so why even try? Instead, he did that. And so, he can do it again. Even though the sales or whatever, the financial numbers aren't spectacular, he can look back on his life and go, “I did a lot of really great stuff that I was passionate about whether or not it made money or not.” So, you get credit for trying.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links Your Brand Sucks: How to ignite a brand that doesn't by Ernie Harker The 4-Hour Workweek: Escape 9-5, Live Anywhere, and Join the New Rich by Tim Ferriss   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

KSL: Knitting Shop Live
Episode 115: We Chat What We Can't Live Without!

KSL: Knitting Shop Live

Play Episode Listen Later Apr 12, 2022 31:03


In this episode, the gals share three things they absolutely CANNOT live without! Tune in to hear some of our necessities, why we need them, and what we would do without them! Thanks for listening :) --- Send in a voice message: https://anchor.fm/knittingshoplive/message

The Father’s House Church
Learning To Live Without Judging Others (Greg Fraser)

The Father’s House Church

Play Episode Listen Later Apr 11, 2022 43:05


Judging is wrong when we negatively evaluate others without standing in solidarity with them. We often judge others while missing the fact that we are exactly like them. We are all sinners in need of mercy, grace, understanding, and love. Today's message will confront the worst form of judgement, gossip, and will provide instruction on how to properly judge others, according to God's heart and intention.

The Father’s House Church
Learning To Live Without Worry (Peter Visscher)

The Father’s House Church

Play Episode Listen Later Apr 11, 2022 52:14


God wants us to live worry free, being fully confident of his love and care, even while navigating the many challenges of life. Worry often reveals the areas where we are not trusting God. One of the most powerful ways to counteract worry is to identify areas where God has been faithful. Seeing his faithfulness in our past and present gives us the courage to anticipate his faithfulness in the future.

The Father’s House Church
Learning To Live Without Avarice (Greg Fraser)

The Father’s House Church

Play Episode Listen Later Apr 11, 2022 86:42


Throughout this series on The Good & Beautiful Life, we have discussed decisions and habits that form Christ-likeness inside of us. This final message will encourage you to nourish an abiding relationship with Christ, emphasizing the need for inner transformation and not simply changes in behaviors.

The Father’s House Church
Learning To Live Without Vainglory (Matty Coppin)

The Father’s House Church

Play Episode Listen Later Apr 11, 2022 47:29


Vainglory is the need to be thought well of by others; it is driven by the notion that the assessment of others determines our worth. The world measures worth on the basis of appearance, production, and performance, but God measures our worth in and through His Son, Jesus. Its through an abiding relationship with Jesus that we let go of personal power and relevance and instead humbly and faithfully do whatever God wants us to do, leaving the results with Him.

SnoTap Network
NBA Needs To Learn How To Live Without LeBron + Brewers' Hot Takes | The Daily Tap

SnoTap Network

Play Episode Listen Later Apr 6, 2022 37:09


Charlie leads off The Daily Tap today with explaining why the NBA needs to figure out how to move past LeBron James and with LeBron missing the NBA Playoffs, why this is a perfect opportunity to do it (0-11 mins). Charlie recaps Bucks-Bulls and talks about how Milwaukee could end up from a playoff perspective (11-20 minutes). Charlie gives his hottest takes about the Milwaukee Brewers this season (20-26 minutes). The podcast wraps up with the Wisconsin Shotski (26-36 minutes) talking more Brewers, Badgers, pre-draft rants, and The Masters.

Navigating the Customer Experience
162: The Ins and Outs of Scaling Your Customer Journey Mapping with Jochem van der Veer

Navigating the Customer Experience

Play Episode Listen Later Apr 5, 2022 20:16


Anyone working with customer journeys will deeply resonate with a struggle to align everyone around a shared understanding of the customer experience. As Co-Founder and CEO of TheyDo, the customer journey management solution for enterprises, Jochem van der Veer is pushing the boundaries of modern CX management, enabling true cross-team collaboration in today's increasingly virtual world.   Having worked in interaction and UX design for 10+ years, Jochem is well-versed in the power of truly walking in your customer's shoes and passionate about helping companies transform towards a customer-centric way of working. His latest SaaS venture, TheyDo, is a platform that enables companies to visualize, standardize, and scale journey management so that their business goals align with customer needs.   Questions   Could you tell us a little bit about how you got to where you are today? Could you tell us maybe one or two things that are key performance indicators if a company is trying to let's say, do a remap or maybe they've never done it before they're trying to figure out what is the journey of their customer? What do they want the journey to be? Have you found that things have changed a lot, especially in terms of customers' expectations since the pandemic? What are some of the things that your organization is doing that helps to help organizations kind of emerge out of this global event we all had to experience. Could you give me an example, you can use any random industry, but just give us an example of what are some of the things that you do as an organization that can help your clients to master their customer experience and increase customer loyalty? Could you share with us what is the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you share 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, but it has had a great impact on you. Could you also share what's the one thing that's going on in your life right now that you're really excited about? It could be something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or saying that during times of adversity or challenging you tend to revert to this quote, it kind of helps to get you back on track or get you back refocus if for any reason you got derailed.   Highlights   Jochem's Journey   When asked about his journey, Jochem shared that it ties into what we brought or speak about when we talk about customer experience. He has a background in interaction design, UX design and before they started TheyDo, they were consulting services, and basically helping big companies and Fortune 500 kind of like size to transform their way of work and really bring customer experience, which usually happens or was an add-on for customer service. But bring it to the front and allow everyone to see how their work impacts the customer experience and set up processes like design thinking or instill the way of working around journeys in a company so that everyone can participate in customer experience.   And what they noticed was there wasn't a good solution out there to turn journey maps, or insights that you got from let's say, customer service or your voice of customer programme into all your journeys and make sure that everyone could stay aligned other than journeys that are usually created as flat maps to understand part of the customer experience.   So, that's when they started to build something on their own, for them, for their little consulting firm, which they use to do for helping their customers until some of those larger firms like today, they have Johnson and Johnson, NCR, those big firms that really want to deliver a great customer experience across the board, wanted to license their product. And today, they are an enterprise solution and they are just getting started on their growth trajectory.   Key Performance Indicators for a Company to Find Out What is the Journey for Their Customer   Me: Now, customer journey mapping is very important for any business. It's definitely something we talk about all the time. Could you tell us maybe one or two things that are key performance indicators if a company is trying to let's say, do a remap or maybe they've never done it before they're trying to figure out what is the journey of their customer? What do they want the journey to be?   Jochem stated that in terms of performance indicators, he likes to think about like what is the maturity of an organization as a whole, how they can actually work, let's say journey centric or customer centric, but customer centricity is really like a no brainer today, it's really about how to set up a process that works for you as a company and they typically see that comes in stages, you start with like, there's a bunch of teams doing some journeys, figuring out the customer experience through the lens of a customer journey, on a project level, but at some point, to start to bring these things together and start to align across different teams using journeys as the way to do that.   And that's the early sign of, hey, the company is starting to get ready to get basically reorganized around the journeys, around the customer experience and that happens naturally, and that's the moment that they start looking for tools like them or platform like them. But the performance indicator really is about we want to deliver a great customer experience, whatever that means, like Amazon has maybe speed and low prices is their differentiating customer experience where others might go really into the feeling, the part of the experience. So, that is the highest strategic goal of a company, then you need a process and a way of working around your journeys that unifies everyone to work as one.   Things that Your Company is Doing to Help Organizations to Emerge out the Global Event   Me: Have you found that things have changed a lot, especially in terms of customers' expectations since the pandemic? What are some of the things that your organization is doing that helps to help organizations kind of emerge out of this global event we all had to experience.   Jochem shared that a funny story is that they incorporated, or they started TheyDo right before news started hitting, they are based in Europe. But before the news started hitting there, so they weren't really aware of what this was going to be and they were building a journey management solution to align across the silos in the organization, and across the different teams and keeping everyone in sync with the customer journey.   So, in one way COVID was a great opportunity for them to understand if they were on to something, because if there's one thing that happened in a lot of organizations that the silos that typically are because they have divisions, and each have their own KPIs and focus areas. And we all know that and don't want to work like that, but they do.   But the pandemic showed that within those silos, there were islands, people were forced to work from home if they weren't doing that already, and found it even harder to stay aligned and use more meetings, more PowerPoints, more dashboards, more whiteboard collaboration to stay in sync.   And they actually saw was that lucky for them, this problem became so apparent that it propelled them into a more rapid growth than they expected because people understood that to stay in sync, they needed better tools to align around the customer experience then their dashboards or their whiteboards could offer.   Helping Clients to Master Their Customer Experience and Increase Customer Loyalty   Me: Okay, so we were kind of talking about the KPIs as it relates to customer experience and the journey mapping process. So, I was about to get into asking you what would be some of your recommendations, if a company really wants to, you speak about in your bio that your organization TheyDo, focuses on that whole journey mapping strategy and standardizing. Could you give me an example, you can use any random industry, but just give us an example of what are some of the things that you do as an organization that can help your clients to master their customer experience and increase customer loyalty?   Jochem stated that let's take banking as an example and they believe like the best and the modern companies of the future, they will work journey centric, and to work as one focusing on improving the customer experience. And what that basically means is that they're providing a platform so you can not only map out all their journeys, design them, maintain them, manage them, basically. But also create a unified framework where all these journeys add up to the customer experience, and then start to work from insight to implementation. And he'll get to that in a second. But let's take banking for an example.   So, let's say you're a big bank and you have all these different products, you have mortgages, you have personal loans, you have bank accounts, of course, and you have all these different financial products.   So, looking at the customer experience, you can imagine for all the different products, there are so many different journeys that you can understand or try to understand how people, customers, non-customers are trying to solve their problems by products or in the case of a mortgage, for instance, get a mortgage. But as you would understand, you want to build a system that actually is scalable, and the customer experience should really be something that you can do together. So in any product the bank offers the user, the customer, the non-customer becoming a customer probably needs to identify herself. So, who are you and what are you doing?   So, let's say they do that digitally so the journey of online identification, that's a little journey, it has a few steps, do this, do that, customer experience this, they confirm, they upload a passport, and they feel happy that they've achieved something. It's a very basic example but it's a journey. But in the customer experience, from the bank perspective, whether a team is focused on mortgages as a product or on personal loans, they're typically not talking to each other, not even connected. But as you can understand the journey of online identification impacts the customer experience in all these different departments.   So, if the bank can then set up a journey framework, unifying all these journeys through the lens of the customer experience, but also dissected through all the different products or domains, or maybe even the regions they are servicing, you can actually create that unified framework. And they're basically providing you with the building blocks and the frameworks to set up a journey management system, and then basically, manage your journeys the way you manage products.   Me: Thank you so much for that example. I think it's important for us to give practical examples so that our listeners can really navigate and marry what you're saying into their own businesses so they can get a better understanding of how this works.   App, Website or Tool that Jochem Absolutely Can't Live Without in His Business   When asked about an online resource that he cannot live without in his business, Jochem stated that that's a very good one. He'll be a little bit transparent here. So, what they're doing is they are the core users of data; they have a journey management setup on their own. But they're actually building a tool for the largest organizations across the globe, enterprise. But they are scaling, so, they're a little bit smaller than the enterprise. Now they're the core users of their own platform. So, they have their journeys mapped out, their journey hierarchy, they prioritize within them.   But they also use Notion and he thinks that is like the shared brain in their team where they document align on a more granular level, then he would say on the journey, really go into details of certain aspects of what they're building, how they're building it, their processes live there, way of working, part of their HR, their company handbook, all that stuff that's living in Notion, and that's the place to go for a sync communication for them when it gets more detailed than the opportunities in a customer journey.   Books that Have Had the Biggest Impact on Jochem   When asked about books that have had the biggest impact, Jochem shared that there's a few that comes to mind. So, what has very big impact on him or had a big impact on him, and it was when he was still a student, he was like, 19, or 20 years old, and he read Flow: The Psychology of Optimal Experience (Harper Perennial Mordern Classics from Mihaly Csikszentmihalyi. And even though it might be a little bit outdated today, there are so much new theories about getting into that flow state and what it means and how to experience that or how to get into that flow state.   For the first time in his life, he realized like, hey, there's this mind of mine that is like a muscle and you can train it to focus it on specific parts and really enjoy the process of doing and as a designer, and today, as a CEO of a company, he still believes that getting into that flow state and really enjoying the process of making, of manifesting, of creating is something he learned from that book and he holds very dear. So, that is one that comes to mind a little while back.   And more recently, he's really into productivity as a leader of a company you have to manage so many different things, juggle a lot of balls at the same time, also have a family of two kids, maybe there will be a third at some point in time, so a lot of balls in the air. But all the getting things done or other productivity methods seem to fail, take into account that there's always more to do and time feels as there's more time available to do more things. So, he's reading now Four Thousand Weeks: Time Management for Morals by Oliver Burkeman. And that basically takes a different status as you have basically 4000 weeks to live give and take……weeks to live in your life.   And it's okay to let go certain things and really enjoy the moment and take a different stab at productivity. And he really likes to read that because it gives him peace of mind. So, that's another one, it's doing good for him today.   What Jochem is Really Excited About Now!   Jochem shared that the most exciting thing that's going on right now is making the transition from being a designer, he loves to observe how people behave, especially in a large organization, how they collaborate and how we can improve that, especially from a customer experience standpoint that has been his focus for the last he would say more than a decade almost. But for the first time in their company, they now have a full fledged product team that also includes a designer, product designer, and his role is not in the product anymore, it's really on the business itself, more than it was ever. And he's transitioning in that role, learning, trying to become that support for the whole team, for not only the managers, but also for everyone in the company to say, “Hey, we're going to do this together and I have your back.” And that role is entirely new to him. So, figuring it out as they go. But that's the exciting part of creating this journey management business.   Where Can We Find Jochem Online   LinkedIn – Jochem van der Veer Website – http://www.theydo.io Website – http://www.theydo.io/podcast/   Quote or Saying that During Times of Adversity Jochem Uses   Jochem stated that he's not always thinking about quotes, but one that comes to mind often is and he thinks it was Picasso, it's attributed to him most is like, “The meaning of life is to find your gift, and the purpose of life is to give it away.” And he loves that phrasing.   Me: The meaning of life is to find your gift and the purpose of life is to give it away. It's really profound. What is your interpretation of that quote?   Jochem stated that you can say it in the altruistic way but as everyone is today, also working in business, he takes it a little bit differently. He really enjoys being good at some stuff and he also knows his own limitations. But bringing out what you're really good at to the world is such a nice way to enjoy your days, instead of being only goal oriented. We have to perform, we have to deliver, we have to drive revenue, we have to create customer experiences that people love and enjoy is actually the act of doing every day waking up, getting to do the work, whatever the work is you do and enjoying that, enjoying the process of doing that is amazing. And if you found your gifts, whether you're working in CX or customer service, and you really love what you're doing, then basically you are giving away your gift. And he thinks that's an amazing way to go about your day.   Me: It's like you're living a life that is filled with passion. And you're passing that passion on to others.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links Flow: The Psychology of Optimal Experience (Harper Perennial Modern Classics by Mihaly Csikszentmihalyi Four Thousand Weeks: Time Management for Morals by Oliver Burkeman   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Fancy A Blether?
Part Two: Social Media - We Can't Live With It, We Can't Live Without It with Ana Tagliati

Fancy A Blether?

Play Episode Listen Later Apr 4, 2022 55:36


This week Kirsty is chatting with Ana Tagliati for part two of a series all about the complicated relationship Gen Z and some millenials have with social media. Part one is all about the joyous childhood we had before social media wreaked havock on our teen years. In this episode we delve into how that has impacted our current relationship with social media. As well as what it is that truly makes us love and hate social media all at the same time. You can find Ana on Instagram, TikTok and Youtube. You can also check out her podcast: 'The Brazilian Point of View' here. To follow along with all things FAB head to Instagram, TikTok and our website. Don't forget to follow/subscribe, leave a review and reshare the episode! Remember to check out part one on Ana's podcast here. What I'm Engaging With: The Paris Connection Small Business of the Week: 5th Season Vintage Poem of the Week: 'We're All Afraid of the Dark' by Lohansa J. Widyaratne Charity of the Week: YoungMinds

The Real Build
134. How Do We Become The Contractor The Customer Can't Live Without? - With Anthony And Nick Abbruzzese, Owners of Abbruzzese Floors

The Real Build

Play Episode Listen Later Mar 30, 2022 60:26


In this episode of The Real Build, I sat Down with Anthony and Nick Abbruzzese of Abbruzzese floors. The Abbruzzese brothers and I talked about being in a family business and how we, as the second generation, are eliminating the stigma of 2nd generation business owners not caring and failing the family business. We talked about how we were blessed with an opportunity to make it even better. Abbruzzese Floors Inc. is a family-owned and operated flooring company offering self-leveling cement, polished concrete, epoxy, and more. Their father started the company more than 15 years ago with a clear set of core values. He built the business on superior customer service, outstanding craftsmanship, and a commitment to treat everyone with the respect they deserve. They consistently exceed their customers' expectations, delivering 110% on every project they take on. The three of them continue to use those core values to guide them to this day. They're committed to always doing right by their customers, sticking to our word, and providing the best workmanship the industry has to offer when all is said and done. They've had the good fortune to build a rock star team of professionals who share those values and work hard every day to help them achieve their mission. Abbruzzese Website: https://abbruzzesefloors.com/ Anthony Instagram: https://www.instagram.com/antabruze/ Nick Instagram: https://www.instagram.com/abruze/ Host Info Email: Bill@rkreiman.com CONNECT WITH ME ON SOCIAL MEDIA: ▶︎ YOUTUBE | https://www.youtube.com/channel/UCxAdSxHN0dIXZPhA-6p1HYA ▶︎ INSTAGRAM | https://www.instagram.com/imbillreiman ▶︎FACEBOOK| https://www.facebook.com/billy.reiman ▶︎ LINKEDIN | https://www.linkedin.com/in/bill-reim... ▶︎ TWITTER | https://twitter.com/ImBillReiman ▶︎ WEBSITE | https://www.rkreiman.com

Navigating the Customer Experience
161: Navigating How AI Has Enhanced Customer Experience with Gadi Shamia

Navigating the Customer Experience

Play Episode Listen Later Mar 29, 2022 24:59


Gadi Shamia is the CEO and Co-Founder of Replicant, a conversational AI platform founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world. Prior to Replicant, Gadi helped take Talkdesk, a $10B contact centre software market leader from a seed-stage company to a Unicorn startup as its COO, and played a key role in architecting and executing its 20X growth in people and revenue.   Questions   Could you share with our listeners a little bit about your journey? Can you share with us a little bit about how organizations are using AI to enhance customer experience? And have you seen that change more drastically, especially in the last 2 to 3 years? Could you also share with us how the intelligent voice automation is helping to improve business outcomes for companies who don't have enough manpower to keep up with demand? What's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us 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 listened to, or one that you have engaged with recently, but has really left a big mark on you. 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? Do you have a quote are saying that during times of adversity or challenge, you tend to revert to this quote, it kind of helps to get you back on track if for any reason you got off track, or you got derailed? Do you have one of those?   Highlights   Gadi's Journey   Gadi shared that he likes this question because it gives him an opportunity to share with people that a lot of one's journey is luck, and maybe early smart decisions. But some of them in some cases no way to predict how one decision will lead to the next opportunity.   He got into tech as an accident actually, he studied accounting and economics. The tech industry at the time in the 90s was not really evolved actually even studying computer science was one of the easiest degrees to get to. And accounting economics management type degrees were really hard to get to at the time, really reverse from what is today.   And he got into tech because his university was on strike, because their tuition was increased. So, all the students went on an almost a semester long strike. And back in Tel Aviv, and a friend of his said, “Hey, you seem bored. Somebody's looking for a quality assurance person, a tech company.” He said, “I don't know what quality assurance is, don't know exactly what tech is but let me give it a try.”   And he jumped in, he really liked it and they really liked him and his journey in technology really started because he was bored during a strike in university, he could have been an accountant by now.   And then from there one thing led to the other, joining a tech company was great, it later on split into two. I stayed was one of the two sides is a Co-Founder and build an ERP and accounting software that is still used today. It's called SAP Business One it was acquired by SAP back in 2002. Had a chance because of its acquisition to spend 6 years as senior executive at SAP. And really one thing led to the other in a way that eventually led him to do what he does today. So, some luck, some hard choices, some easy choices, and you can find yourself in a great career.   Organizations Using AI to Enhance Customer Experience   Me: Now you have a lot of experience working with AI. And of course, there's a growing demand for it globally. Can you share with us a little bit about how organizations are using AI to enhance customer experience? And have you seen that change more drastically, especially in the last 2 to 3 years?   Gadi stated that yes, they actually at very beginning of wider adoption of AI in organizations, AI has been here as an option for several years, but we're just seeing it become more mainstream because in any area, any new technology, the first generation tend to not be great.   If you've compared Google Maps to some of the older versions of navigation software, in almost all cases, the first generation paves the way to better products that are using more advanced technology and some of the learnings of the previous generation. So he thinks we're in the first era of wide adoption of AI because it finally works.   And we see AI used across multiple use cases. The first adoption of AI was actually for quality assurance and call analytics. Traditionally in contact centres, calls were this black box and you record them for quality assurance and training purposes but really no one ever listens to them because the time it takes to listen to a phone call, the time the call takes. So it's pretty hard to listen to call especially on mass.   So what we see is more and more companies were adopting call analytics as a way to listen quote unquote, to many calls at the same time and derive insights but also training materials back to the agents. And this is really helpful because it allows us to train agents and help them learn faster. But it actually doesn't solve the fundamental issue we see today in the customer service space, which is lack of agents.   So it's great that we can train agents better but over the last couple of years, we've seen a problem, it used to be pretty bad becoming almost catastrophical. Agent availability was always an issue in the contact centre space and the pandemic made it much worse. We all heard about the great resignation, where more and more people choose not to participate in this type of job, tends to be entry level, mundane and repetitive. So the available pool of agents decreased quite dramatically.   And an added disruption that the pandemic added was childcare, was people becoming sick themselves, people caring for maybe older parents, and agent availability dropped even further.   So if you talk with customers today, the question they're asking is not how we train agents is how we hire more agents if it's even possible. And then can we train them and onboard them faster, but more importantly, can we start using AI to automate some of the most mundane and repetitive work of those agents, so we can free up these agents to do more meaningful work.   And the reason he's so excited about this change is that it's a triple win to everyone. If you can take away from the agents the most menial, repetitive tasks, their work is going to be more rewarding, companies are going to be inclined to pay them more, they're more likely to stay longer in their jobs, and customers are less likely to wait hours to speak with an agent. So it's a pretty interesting intersection where AI can really create a relief for the first time in a meaningful way. Intelligent Voice Automation Helping to Improve Business Outcomes for Companies   Gadi shared that this is the core of what Replicant does. And they have many, many examples of what the impact of that and he'll give a couple of examples. As he said, they hear constantly from their customers that hiring became their biggest challenge. And they hear quotes like, “I now try hiring 9 people for every five roles because I know that in the first two months, 4 will leave.” So you have to hire more people for the same exact number of openings. People stay for a shorter period of time, it used to be a year to year and a half. Now agents will call it quits after 6, 7 months. So that's an ongoing problem.   And couple of interesting examples. One of them was one of their customers ECSI in a financial service area. So they deal with student loans and other payment products and their hot season is somewhere between January and tax time, which last year was May, this year, hopefully will stay April.   And the first four months of the year, they get the majority of their calls around student loans, tax forms, and so on. So every year the ritual was similar, you have to go and hire extra 20, 25, 30 agents to just help with the seasonal increase and this is a very hard task. Everybody high season agent knows that you have to hire people for a short period of time, they're less committed to the business, they come there to plug a hole, if you train them but then the whole thing goes away at the end of the season and you have to repeat the whole thing every time you have a predicted increase in call volume.   So, for ECSI, this is the first year when they don't have to hire seasonal agents to deal with the tax issues because they're able to automate a majority of their simple calls and repeatable calls around tax and tax forms, “I didn't get the form, please send it again to me.” And so on.   It's created a really interesting experience, for the callers, it used to be or this is the hot season, I have to wait more to speak with an agent just to get the form I probably lost in the mail. Now they get an answer within seconds and the solution was in 2, 3 minutes.   For the company, they don't have to go through the rigmarole of starting somewhere in October to identify, interview agents, hire them in December, train them over the holidays, and make sure they are ready to take calls in January, just to let them go in April.   So, the win here is both on the customer side where the calls don't have to wait on hold anymore. But also on the company side that doesn't have to go through this process which takes a lot of time, effort and energy from management, instead of focusing on continuous improving of customer service. So, that's one example where it's really helpful.   Another one, which he really likes is one of their customers in the roadside assistance space, they are serving large areas of Canada, Canada has a pretty hard winter this year and literally they told them they could not have answered all the emergency roadside service calls they got in some of the coldest days.   Because as you can imagine, a cool day and people try to start that car and they can't and they need roadside assistance and when a day like this happen, all of a sudden, instead of getting X number of calls, 100 calls, you get 300 calls and it's really hard to summon up enough agents in a day like this. Also, because the agent might be stuck at home with a dead battery.   So, the ability to answer any number of calls that came their way and be able to help all their customers in the coldest, hardest days was a big, big change from previous years for them, where some calls had to wait for 20, 30 minutes on hold, sometimes stuck out of the car in 5 degrees weather.   App, Website or Tool that Gadi Absolutely Can't Live Without in His Business   When asked about an online resource that he cannot live without in his business, Gadi shared that he thinks for everyone it would be Google. He really forgets how he looks for information and either way, Google became this notepad that allows you to really get quick answers for questions. But then also got kind of deepen your research. This is one that comes to mind first, but he will say that it's so much easier to consume information today that he can't really name one tool, he thinks if he had to, it's Google.   But he learned a lot from Twitter because of the randomness of that. He follows an interesting selection of people that covers a lot of areas of his interest. And it helps you learn from a less structured way, in Google, you go and seek an answer to a question, in Twitter in a way, you stumble upon topics you may have not thought of often and kind of open a new way of thinking for you. So, he likes the randomness of Twitter, but also a huge fan of audiobooks and podcasts.   And he constantly listened to at least one audiobook and maybe a couple of podcasts that he's excited about and it's interesting. His style of doing that, he likes to walk the dog and listen to a podcast and it helped him think freely about some other areas which may not be directly related to what he does, but can lead to interesting thoughts and solutions at work. So, just a way to provoke thinking much more than maybe learn something new. So if you look at what he's using every day is Twitter, Audible, Google and whatever his favourite podcast platform. Currently, he's using Spotify, but it changes over time.   Books that Have Had the Biggest Impact on Gadi   When asked about books that have had the biggest impact, Gadi shared that he wants to give credit to Crossing the Chasm: Marketing and Selling High-Tech Products to Mainstream Customers by Geoffrey Moore, which was one of the first technology books he's ever read. And he's not sure that if the impact of this book, the book is amazing and impactful, he will explain why. But also it was one of the first books that he read so it may have been the transformation he went through was more impactful because it was just one of the first books like the first call you may have had on cell phone in the middle of the desert, it's always more impactful than the new version of the iPhone that seems a little bit more of the same.   But he read the Crossing the Chasm, he worked on his first ever product that eventually is the one that was acquired by SAP and now turned to BSAP Business One. And they had this classic crossing the chasm problem. They launched this product and the first day they launch it, it literally was on DVDs, this is this was mid 90s and literally, they couldn't print enough DVDs to deal with the demand they had. And 30 days later, everybody returned the product, not everybody but 80% of the customers use the 30 days money back guarantee and return the product. And it became much, much harder to sell to mainstream customers and it took them 3 years to kind of crack the code of what a robust ERP product needed to look like until they're able to get to the mainstream and start getting wide adoption that eventually led to SAP acquiring a company and taking this product globally.   And he thinks the reason the book was so impactful was one, it came at exactly the right time, he was in a chasm was his company unable to move from early adopters to more mainstream buyers. The second is, it provide reusable useful tools that he use actually across his career. There's a concept of nine point checklist of product launch that he's still using today even as Replicant, one of the first exercise they've done as a leadership team is use the nine point checklist from this book that he read in 1995 to define the target market, the focus customer, the problem they're trying to solve. So having a reusable tool in the book that you can use 25 years after you read it, is just unique. There are so many books that just talk about small specific topic and they're really no more impactful than an article. And he thinks this book having this long lasting impact on him, is very unique. Now, he has read hundreds of books after that, each one of them left a small mark but this is definitely the most impactful book he has ever read in a business sense.   What Gadi is Really Excited About Now!   Gadi shared that it's a really interesting time when it comes to people development; it's something that he cares about greatly. So, as you said at the beginning, people can start calculating his age just by his years of experience and work in different companies. And his perspective, not shifted but evolved to really believe that the most important thing we can do as business leaders is be accountable and responsible to help our own team develop and grow. When you work in technology, especially when you're young, at least his perspective was that was really cared about the product he built and technology he built and he got a lot of traction from building a product that sold a lot of customers, like he still gets a lot of traction from it. But when you look in retrospect, he doesn't miss the products and now own and run by other people, he misses the people he works with and he feels most rewarded by seeing their career.   The intern that worked with him at ASAP and now CEO of a company that is probably going to be lasting for generations. Or the product manager that he hired 20 years ago and now is a Senior VP in a large public company running their entire product line and she's now by the way, a consultant and helping Replicant as kind of part of the give back programme in the Silicon Valley. So, if this is the most rewarding thing for him, he wants to make sure they as a company, continue to help their team launching their careers and make their stay at Replicant maybe 5 years or 10 years or 20 years a meaningful stop in their career.   So a lot of what he's focused on right now as they kick off 2022 is how do they provide this type of support to their team, being a remote company having people in Canada, in the U.S, some people in Europe. How do they create a platform that allows everybody to launch and improve their career and find Replicant to be a learning and growing experience.   Another area where he's really excited about is finding ways to support people in a more personal way. Companies traditionally stayed away from anything mental health or too personal especially in the U.S culture, we supposed to kind of keep things separated, you only work here, let's not talk about your emotions. And he thinks now, and maybe the pandemic helped with that, it became more normal to talk about mental health in the workplace and the impact of the pandemic and the impact of isolation and the impact of working remotely. So, he's excited to kind of tackle this relatively new problem and find ways to define a new SAT score between companies and its employees, about how might they support people also in their mental health journey and in their mental well being, maybe better than mental health, but their mental well being.   Me: All right, sounds good, very good, very forward thinking of an organization because you really have to take care of the person as a whole.   Where Can We Find Gadi Online   Twitter – @gadishamia LinkedIn – Gadi Shamia Website – http://www.replicant.ai   Quote or Saying that During Times of Adversity Gadi Uses   When asked about a quote or saying that he tends to revert to, Gadi shared that he doesn't have a quote, but he has a story. Early on in his life, he served in the military and he was in several situations that were really complicated, it's not necessarily a matter of life and death, as much as they were just complicated, where it looks like everything that could have gone wrong, went wrong, and then another time over and another time over and another time over. And the stress was real, and impactful and physical.   He used to remind myself a story a lot when he was younger, and just the fate memory of the story is very helpful by just remembering being stuck in the mud without being able to move at night far away and having series of issues happening one after the other. And then after a couple of days of intense work being able to get out of this mess. And he just reminds himself that, “Most of the issues he faced today are not at the scale.” And they're not really life and death and they could be resolved in different ways.   So, when he feels like he's overwhelmed mainly, he remembers the feeling of being overwhelmed when he was 22, much less experienced with much more severe consequences of a mistake. And he just says, you know what, we can just go through it and just having this peace of mind that he will be able to navigate it because it's not going to be as bad as that helped him a lot, especially early in his career.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links Crossing the Chasm: Marketing and Selling High-Tech Products to Mainstream Customers by Geoffrey Moore   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Jesus Who?
How to Live Without Regrets

Jesus Who?

Play Episode Listen Later Mar 29, 2022 88:52


In this week's episode, we are joined with two very special guests sharing a fun-filled discussion on regrets. Regrets that torment us, regrets that last for some time, and regrets that build guilt. As Christians, we discuss the hidden blessings and the way God intervenes through it all. Tune in to hear the craziness, the laughter, and the joy we share in talking about our regrets! --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/jesuswho/support

Mesa Hills Bible Church
Psalm 91 ~ Learning How to Live Without Fear

Mesa Hills Bible Church

Play Episode Listen Later Mar 29, 2022 52:50


Psalm 91 ~ Learning How to Live Without Fear by Mesa Hills Bible Church

Legacy Church Knoxville
Acts: What can I not live without?

Legacy Church Knoxville

Play Episode Listen Later Mar 27, 2022


What Were We Talking About?
#44 Things You Can't Live Without

What Were We Talking About?

Play Episode Listen Later Mar 23, 2022 48:13


the boys talk about things they probably can't live without or go very long without.

Navigating the Customer Experience
160: Key Growth Strategies an Organization Needs to Build Customer Success with Stuart Leo

Navigating the Customer Experience

Play Episode Listen Later Mar 22, 2022 26:23


Stuart Leo is the founder and CEO of Waymaker.io – an intelligent business management platform that helps leaders build a better business in 30 days.   Stuart is a global thinker in strategy, systems and leadership development. As a founder of Waymaker.io, he has led the creation of Waymaker's Leadership Curve - a revolutionary way of building clarity, alignment and remarkable results for any organization.   Questions Could you take maybe one or two minutes just to kind of share with us a little bit about your journey, even though I did read a very short piece on you, it's good when we ask our guests to express in their own words, how they got to where they are today. What are three keys to growth for any organization? Now, strategy is very important for business. Why do you think for some businesses strategy tends to be confusing? And how can leaders become more strategic in their decision making? Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read or listen to many years ago or even one that you've engaged with recently. Could you share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. Where can listeners find you online? Do you have a quote are saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get you back on track if for any reason you got derailed or you got off track.   Highlights   Stuart's Journey   Stuart shared that the journey is much like many other startup founders. He loves business, he loves working with people. He loves serving others in business, that's why we all do what we do. And for a very long time, he worked in corporate life and jumped out of corporate life to get out and do his own thing as you always are inspired to do.   And then for about 10 years he ran a consulting company, working in strategy and brand and sales tech and mar tech. And obviously, customer experience was a huge component of that. And then, along the way, they started seeing and observing problems that their clients would have, that they realized could be best solved with some software, as opposed to just some advisory services.   And so, they ended up pivoting which is always a fun journey, and developing a platform they call Waymaker.io, which at the end of the day is there to help you build a better business, and they help people get unstuck in their business, they help people find breakthrough and they help leaders put the leadership and management operating systems in place so that they can step back from their business and enjoy all the things that their business should provide them in terms of lifestyle and freedom.   So, a very traditional way of doing a startup, the more he listened to other startup founders, everybody comes from another business, you see a problem and you jump in, and you want to get in there and solve it. And that's really his journey.   Three Keys for the Growth of any Organization   When asked what are the three keys to growth to any organization, Stuart shared that number one, you must, must be clear on the problem you're solving and if you're not, then you would have lost focus. So number one, what is the problem we're solving, and that is the ultimate underlying purpose of the organization.   There is no other purpose outside that organization but to solve the problem, you exist to solve for your customer. It's very easy for organizations to get lost when they lose focus on their purpose and their purpose is their problem, we exist to solve X problem for a customer. And that's number one.   Number two, you must build people by building skills. Fundamentally there are two things you must build in every organization. The first is skills and the second is systems.   So number three, the third key to growth is the implementation, development of systems. There's a bit of a myth sometimes out there in business world that he thinks exists and that is that you must systemize everything. And he thinks that's actually a fallacy, you're only telling half the story.   You must build people who can be supported with systems and as we build people through skills and leadership development, and then support them with great systems and process then they can do amazing things.   So three keys to growth, number one, must, must, must be really clear on the problem solving, never navigate away from that. Number two, build people. Number three; build the systems to support those people.   Me: Do you think one is more important than the other, people versus systems?   Stuart shared that he always thinks people are more important than systems when it comes down to an organization and he thinks that's a philosophical answer versus a practical answer.   We should value a system for the return it makes on a business and we should value a human because they're human. And he thinks often we get that bit round the other way and systems become more important than humans. And so, that's when he thinks humans feel like they're cogs in a machine, whether they be a customer or an employee.   And he thinks that's that the underlying secret. He's a big believer that that skills, which is ultimately building people far more important than the systems. Because the systems won't work if you don't have people with the skills. He always say this, there's no point putting in amazing systems, they're like Ferraris in your organization and sticking learner drivers in them, all they're going to do is crash on the first corner.   Leaders Becoming More Strategic in Their Decision Making   Me: Now, strategy is very important for a business. Why do you think for some businesses strategy tends to be confusing? And how can leaders become more strategic in their decision making?   Stuart stated that that is such a good question. He actually wants to step back and really challenge this idea of strategy. And he's a big fan of big thinkers and one of the biggest thinkers in the world in this space is Michael Porter from Harvard, who wrote the book on it.   And he loves his statement that everybody in the world thinks that strategy is a set of actions. In fact, if you Google the word strategy, Google's going to tell you, it's a set of actions. And that's in a business context, that's actually wrong, that's not what strategy is.   And strategy is a position that we hold in the marketplace. And it's psychological first, and practical second, and he thinks that's the big mistake we all get wrong in business.   If we get the strategy right, i.e., the position we hold in the market, this is why the customer aspires to buy from us, and to experience our product. If we get that right, then the practical actions fall into gear.   So, strategy is first and foremost, a psychological moment, it's a position in the mind of the customer, in the mind of the marketplace that we pursue or hold and defend.   And then it's a set of actions to either build it, hold it, defend it, or grow it. And that's what strategy is, strategy isn't an action plan and we've got to get that thinking out of our heads in the business world, and go, our strategy is to be this kind of business, for this kind of customer, for these reasons, that's strategy.   And when that's really clear in an organization, you can be strategic at every level of the organization; a frontline customer service person can go, yeah, I get it. I know that this is who I'm meant to be, because this is what the customer expects of us, the brand. Boom, great. They're now strategic. Does that make sense?   Me: It does definitely. So there's a book as you were talking about strategic thinkers, because there's a book, it talks about what kind of thinker you are. I'm trying to remember, the book is actually called What kind of thinker Are you? Have you ever heard of that book before?   Stuart stated that he's going to plead ignorance. He's not exactly sure but give him some more information.   Me: In the book it talks about like strategic thinkers, bottom line thinkers, possibility thinkers, it's a really, really popular book, but he has a workbook for that book that you would do with leaders to kind of figure out their thinking style. I use it a lot sometimes, especially when I'm training leaders because I find some people think that everybody thinks the same way. And I think in an organization, we all can't be thinking strategically, right?   Stuart shared that if we put it in that context, of course, yes.   Me: So I just wanted to know what your thoughts were on the different thinking styles. I can't remember the name of the book, it's going to come to me before I finish this conversation with you but it popped in my head just now when you said it. The book is by John Maxwell How Successful People Think.   Stuart shared that he loves John Maxwell. He has inspired him in so many occasions, wonderful guy. To answer your question, can everybody be a strategic thinker?   Well, it comes down to the context of the roles and responsibilities. But everybody thinks differently and that's a good thing. If we're not thinking well together, then we're not working well together.   And in fact, if he's remembering rightly, one of the great things that John Maxwell says about thinking is that when we think we connect facts and feelings, and we pursue the truth out of that process. And he actually love that statement coming from John Maxwell. And he thinks if we just dwell on that for a moment, we can't do that as teams, if we don't have a diversity of thinking styles and that's just really obvious, if we're all thinking in the same way, the same thoughts, from the same context, and not critically challenging each other around what is the objective truth in the situation, then, groupthink will set in and groupthink is cancerous to any strategic thinking. And we've got to get that out of our organizations.   And so, he thinks, absolutely, they want that constructive thinking. It reminds him actually of an old CEO he had when he was in corporate life, which he's talked about on podcasts before.   As a very young guy growing up in business in the corporate world, a big urban renewal, an urban development company and the kind of work they did was very complex, redeveloping town centres or master plan communities and neighborhoods. And so, around the table, you had engineers and planners and finance people and social community development people and marketers and sales people and lots of different types of thinkers. Engineers are very analytical, logical, rational, marketers, crazy, conceptual, off the wall, community people are touchy feely, social kind of minded, there's a catalyst of different types of thinkings in that room, and you've got to come together, and you've got to agree on a plan, what's this neighborhood going to look like? What's the urban design, what's the layout? What's the look and the feel?   And he remembers he embedded into that organization, this wonderful principle of working together, which he called “Arguing gracefully.” He's carried it with him for 20 years ever since. And the big idea he was really trying to get into the culture of the business was that when you get into that boardroom and you're a bunch of people sitting around a table, you want to fight for the best outcome, you want to create a place that's worth living in, something that's special.   And to do that, you've really got to let the sparks fly, nothing great happens without a little bit of friction. And you can either walk out of that boardroom hating each other, which is not conducive to great teamwork. Or you could walk out of that boardroom after a really challenging workshop, still friends and colleagues.   And so, he instilled this wonderful principle of culture of arguing gracefully, which meant, go for it, when it comes to the debate, die in a ditch and go for a challenge, bring new ideas to the table, argue your point, debate. But do it with a measure of grace so that you argue the point, not the person, and so that when you walk out of that room, you're still a team, and that team can execute.   And that's always stuck with him. And he thinks that really hits on your point. People with different thinking styles, can they think strategically? Absolutely. Because when we think strategically together, it requires those different thinking styles to come together and argue what matters most, to come up with the best plan, walk out of the room and still be a team and be better for the argument. And he thinks that's a skill lost, not just in business but in society, that's a very precious skill to hold on to in building teams in today's world.   App, Website or Tool that Stuart Absolutely Can't Live Without in His Business   When asked about an online resource that he cannot live without in his business, Stuart shared that he would be wrong if I didn't mention Waymaker.io right now. It is a daily tool in their business because it not only helps them think strategically, but execute on a daily basis towards the goals that they're going to hit. But hey, enough of the shameless plug.   The other number one software tool that he can't live without, gosh, man, there's so many. He doesn't know if it's a device. He couldn't live without his iPhone and iPad, that kind of runs his world. But on top of that, he thinks the number one thing he just could not live without, he's going to be really, really boring now. And he's going to say Apple Notes because that is where everything goes. And it's the most simple, practical note taking tool you're expecting, that is where everything goes, and everything lives. And it's so practical and helpful.   Me: I use Apple notes a lot too. And it has really come out far away over the years. You can literally dump anything into it and then because the Apple ecosystem is also integrated and connected, it doesn't matter which device you're on, you can pull up the note wherever you are and kind of just continue that conversation.   Stuart shared that he used to be a prolific user of Evernote, and because he didn't think Apple notes was that great when it first came out. And so, for about six or seven years, everything went into Evernote. And it just got bloated; it just got too big and too complex. And he loves the simplicity. So, it's one of those classic things, he and his wife, they run their renovation at their home through it, they captured notes in his work account. With some activities if they go camping, they're going to put up a camping list and organize, they will share stuff with friends and families and colleagues. Beautiful, simple and powerful.   Books that Have Had the Biggest Impact on Stuart   When asked about books that have had the biggest impact, Stuart shared he will give two. He was given a book by a really good friend of his when he first went into business by a guy called Guy Kawasaki called The Art of the Start: The Time-Tested, Battle-Hardened Guide for Anyone Starting Anything. And he just loved that book. He loved it because it was at a time in his life when he was starting something and you've got to start it, you got to pitch it, you got to grow it. And so, that book, he thinks was just one of the best books of the last 10 or 15 years for anybody starting something, it's a great inspirational book, gives you some really good practical tools. And Guy Kawasaki is just one of those really simple but very insightful business leaders. Have you have you read that?   Me: I haven't heard of it. But I know Guy Kawasaki. But that's definitely one I'll be putting on my list to check out.   Stuart stated that it's an oldie but a goodie. More recently, his favourites has been Extreme Ownership: How U.S. Navy SEALs Lead and Win by Jocko Willink, which is the story on how U.S. Navy SEALs work together with discipline and achieve amazing results or whatever the subline is, but Extreme Ownership is the idea of owning your team, owning your outcomes, being accountable and responsible and leading others effectively through this discipline of extreme ownership. He has given that to almost every person in his world, he thinks it's a great book.   What Stuart is Really Excited About Now!   Stuart shared that they're a classic startup, so they're in a startup journey. What's the one thing going on that he's super excited about first them and their people; it's the foundational steps they're taking as a business as they put in place the things that he knows are going to be here for years to come.   They spent about 12 to 18 months working on their product and business, doing some testing and pilot work and MVPs. And they really only launched their product six to nine months ago, they're very young. And so now they're securing their first customers around the world and working with them and seeing the company come alive.   And so, the most exciting thing that's happening for them right now is learning how to deliver excellence to their customers. They don't always do it perfectly and when they don't, they want to learn and they want to know we want to get it right. And secondly, how do they develop that employee experience well, and how do they build team well. So those two things are the two really exciting things going on in their world right now, growing customers and growing team members.   Where Can We Find Stuart Online   LinkedIn – Stuart Leo   Quote or Saying that During Times of Adversity Stuart Uses   When asked about a quote or saying that he tends to revert to, Stuart shared that might give two. One in business is the realization or the saying is that, “The business you start is never the business you run.” And he thinks that's a really healthy thing to remember because businesses grow and mature and adapt and tweak and sometimes we have an idea of the business we're building and we get frustrated sometimes because it's not what we wanted originally. But it's not what we want in a business; it's what our customers need. And so, more often than not, the business we start is never the business we run and that's a really healthy thing to remember if we're feeling frustrated, or have some kind of dissonance or friction going on in the business. And we've always got to come back to:   What's the problem we're solving? Are we solving effectively? Are our customers getting value from the way we're solving it? What do we have to think about changing in ourselves and in our business to make that more effective?   And that's a really healthy thing to come back to.   The other is one he and his wife always say to each other which is, “Life is an adventure.” And life is an adventure and it's just that recognition that in an adventure, you have a lot of fun, you have a lot of challenges, you get a bit muddy, you get a bit wet, sometimes you fall down the hillside, you get to have great campfires, and look at the starry nights.   And life is an adventure it. It has some surprises around the corner. And when you kind of just step back a little bit, not try and control the world, but kind of fall in line with God's good design and order, you realize that life is a wonderful adventure and it's there to be enjoyed. And we're tatting but life is an adventure and it's a wonderful thing to be a part of.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links The Art of the Start: The Time-Tested, Battle-Hardened Guide for Anyone Starting Anything by Guy Kawasaki Extreme Ownership: How U.S. Navy SEALs Lead and Win by Jocko Willink   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

TrendyTrinketQueen Randoms
Azzholes, how to live without them.

TrendyTrinketQueen Randoms

Play Episode Listen Later Mar 21, 2022 7:02


How to live azzhole free. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/shandabambam/message Support this podcast: https://anchor.fm/shandabambam/support

Course Creators HQ
E086: Save Time with 9 Things Every Online Course Creator Should Automate

Course Creators HQ

Play Episode Listen Later Mar 15, 2022 17:21


Use these 9 time-saving, automation ideas from host, Julie Hood, to save time every single month - and get more done in your online course business!LINKS MENTIONED Course Profits Accelerator – come join me for group coaching, implementation workshops, templates, and so much more. You won't believe the price! Only open for a short period of time.  http://CourseProfitsAccelerator.com  For social media automation:  Missing Lettr – for a year's worth of posts in 25 minutes – https://CourseCreatorsHQ.com/missinglettr Social Bee – for a recurring “bucket” of posts that are reused regularly – https://CourseCreatorsHQ.com/socialbeeTailwind – for automating your posts on Pinterest – https://coursecreatorshq.com/tailwindFor calendar automation: Calendly – to automatically setup and remind people of meetings with you.  - https://CourseCreatorsHQ.com/Calendly  TidyCal – similar to Calendly with a one-time fee.  - https://CourseCreatorsHQ.com/TidyCal  KEY TAKEAWAYS FOR ONLINE COURSE CREATORS 9 Things to Automate#1 – Your lead generation#2 – Student signups#3 - Autopay your expenses#4 – Grocery Delivery#5 – Digital Calendar + Alexa reminders#6 – Social media#7 – Templates for your emails#8 – Standard Operating Procedures#9 – Scheduling Tool for MeetingsRELATED PODCAST EPISODES Podcast E018: Sell More Courses… With an Email Welcome Series That Works Podcast E073: 6 Social Media Tools I Can't Live Without   COME VISIT!  Sign up for my email list and get this free course  Is My Course Idea Any Good? here.   GoodPods Let's talk about this episode on GoodPods – https://CourseCreatorsHQ.com/goodpods (mobile only, download the app first) Clubhouse Connect with me on Clubhouse for FREE masterclasses at @JulieHood. Website https://www.CourseCreatorsHQ.com Facebook https://www.facebook.com/CourseCreatorsHQ Instagram  https://www.instagram.com/CourseCreatorsHQ Twitter https://www.Twitter.com/CourseHQ 

Navigating the Customer Experience
159: Understanding How to Build a Strong Response Time and Increase Your CSAT Score with Jose Herrera

Navigating the Customer Experience

Play Episode Listen Later Mar 15, 2022 22:31


Jose Herrera is the CEO and co-founder of a Horatio, a Customer Experience company for today's fast-growing brands. Jose sets the strategic vision of Horatio and leads all growth, sales, and marketing efforts for the company.   Prior to founding Horatio, Jose was the Vice President at Morgan Stanley, overseeing the Latin American Investment Management institutional sales group. Originally hailing from the Dominican Republic, Jose and his two co-founders, Alex Ross, and Jared Karson, were inspired to create a company that provides tech-enabled customer support for North America's biggest brands while also creating opportunities locally on Jose's native island.   In 2021, Jose was named by Forbes Magazine on the Next 1000 list of today's entrepreneurs, redefining the American dream.   Questions Can you share with us in your own words, a little bit about your journey and how you got to where you are today. So, could you share that with us? Could you share with us a little bit about Horatio? And what Horatio does? What are some of the brands that you support? And is it industry specific? Or do you cut across all different industries? What are customers' expectations now in terms of a company or a brand's response time? What are maybe two or three other key performance indicators that you think are critical for a company to truly attract customers that will remain loyal to them? In your opinion, do you think if your satisfaction score is high that that guarantees the customer will remain loyal to you? Now, could you share with us Jose, what's the one online resource, tool, website or app that you absolutely can't live without you 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 recently, or maybe one that you read a very long time ago, but it still has a very big impact on you. Could you also share with us maybe one or two emerging trends that you see in customer experience for 2022 and beyond? Anything that you think is coming up that you think brands need to definitely pay attention to? Could you also share with us what's one thing that's going on in your life right now that you're really excited about? It could be something you're working on to develop yourself or your people. Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote? It kind of helps to get you back on track or get you back refocused. Highlights   Jose's Journey   Jose shared that he grew up in the Dominican Republic, and he pursued his undergraduate career in the United States. And after he graduated from college, he spent almost 10 years in the financial services industry. And he then pursued my MBA at Columbia Business School, which is where he met his co-founders, Alex and Jared. And after they graduated from Columbia Business School, they started Horatio as a way for them to, number one, generate meaningful job opportunities and improve the working conditions of the Dominican Republic, which is where he grew up, and also redefine what it means to provide an amazing customer experience working with some of the fastest growing e-commerce companies in the world.   What is Horatio and the Brands That Horatio Supports?   Jose shared that Horatio mainly provides omnichannel customer support across chat, email, SMS and social platforms. And they integrate the latest technologies to provide that service on behalf of their customers. They provide dedicated teams that are proud to represent your brand values and voice, they don't share resources between brands and clients and their main expertise is working with ecommerce companies across all industries within ecommerce. They also work with financial technology companies and cryptocurrency companies, as well as health tech. So, he would say their main expertise is providing exceptional omnichannel customer support for all these different industries.   Customers' Expectations in Terms of a Company or a Brand's Response Time   Me: Amazing. Now one of the things that your website says is that you help your customers to improve response time. And one of the statements on your website is “Our average first response time is two hours.” Can you share with us how customers' expectations have changed I would say over the last maybe two to three years, especially since the pandemic? What are customers' expectations now in terms of a company or a brand's response time?   Jose shared that he thinks that the pandemic definitely accelerated customers' expectations and their needs, primarily through social media and live chat. That is the simplest way to answer customer inquiries and questions. And it's very important for you to understand the value that comes with being able to provide fast responses to your customers, because there's a direct correlation between how quickly you get back to your customers, and your customer satisfaction. And we all know that providing an amazing customer experience generates long term value for the enterprise and for your company at the end of the day.   So, the way that they do this is building out a framework that can allow them to quickly understand what the brand value and their proposition is for their customers. And then dive deeper into how can they seamlessly answer any potential customer inquiry across any platform and the way that they do that is, number one, learn the brand inside out and integrate the latest technology that can make their team more efficient.   So, a lot of people think that artificial intelligence is going to replace humans, in their experience, artificial intelligence actually helps their team be much more efficient and they integrate different tools to automate those easy questions that can be answered by AI and then allow their team to focus on those more complex issues that actually require their expertise and their knowledge to go above and beyond and provide an amazing customer experience.   So, they use a lot of software. Obviously, Gorgias is one of their biggest partners. And they love using that tool to automate a lot of things and to also derive a lot of interesting data and analytics that can make their team even more efficient as time goes by. And then also incorporating some other interesting technological tools that can allow them to overall provide an exceptional experience without compromising those response times that you outlined.   Key Performance Indicators That are Critical for a Company to Attract Customers That Will Remain Loyal   Me: So, response time is critical to the customer's experience. What are maybe two or three other key performance indicators, especially seeing that that's something that your company consistently tries to deliver through on the brands that you represent that you think are critical for a company to truly attract customers that will remain loyal to them?   Jose shared he thinks surprising and delighting your customers throughout the customer experience journey is critical to create loyalty, and to also build referrals.   Nowadays, marketing expenses for, particularly for ecommerce companies is extremely high and he thinks that by delighting and surprising your customers, whether it's sending an additional product for them to try or providing them an extra coupon or discount for their families or relative to also try a product, like those are things that made the customers very happy and loyal to the brand.   And obviously, over communicating goes a long ways. So, he thinks that a lot of customers nowadays, they love when the company provides tracking information and feedback as to where is the order, right, because after a while, if you don't receive your product, you grow frustrated and when you contact the brand, you're already a little bit annoyed with the experience. So, over communicating and being proactive instead of reactive is the way that they like to think about things and ensure that the organization that they work with always have the customer experience journey top of mind, across all the divisions within the company. Because in their experience, customer experience is not only the responsibility of the customer experience department, it's the responsibility of everyone across the company.   Me: Amazing. So, there are two things you said a while ago that truly resonate with me one was over communicating, because I tend to say quite a bit. I think a lot of brands forget that or they think that customers know exactly what's going to happen. A lot of times we don't know what's happening on the back end in your organization and it's critical for you to not just communicate something one time, but for you to communicate it more than one time so that the repetition is there, at some point we should be able to get the message or the information that you're trying to get across. So, I thought that was brilliant that you said over communicate, because I think it's so important for you to over communicate, well it's way better than under communicating for sure.   Jose said definitely. And he actually had an example of this, that happened to him yesterday. He purchased a product a couple of weeks ago and they were very good about over communicating, and telling him that the package was on its way, that the package was set to be delivered on a particular day. But then all of a sudden, the package was not delivered and no one communicated that to him and he was expecting to receive that package. So, when he got to the mailing room, he saw that the package is not there, he had to go into the system and he noticed that it was incorrectly delivered to someone else and the brand didn't catch that.   And so, his experience already is impacted by this negative situation that he had. And then he reached out to the company and he gets an automated response back from the brown saying, “We have a huge backlog. We're sorry, we'll get back to you within 72 hours.” So, that already ruined his perception of that brand and he will probably not buy from them again because now he has to wait 72 hours to get a response. So, he thinks it's very important that you have the right data set to make those decisions and to be able to proactively reach out to your customers and understand what's happening and how can things break throughout the entire process of shipping an order right.   So, he thinks a lot of companies haven't put a lot of focus and understanding that data comes from customer experience. He thinks they've placed a lot more emphasis on other areas of the business. But really understanding the data that you can derive from your customer experience team and figuring out how you can continue to make improvements so that you improve that first response time, that you increase that average response time and that your overall satisfaction score continues to increase is critical for the long-term stability and growth of any enterprise or any brand.   Does a High Customer Satisfaction Score Guarantee Loyal Customers?   Me: As it relates to customer satisfaction, there's an author that I follow for many years, his name is Jeffrey Gitomer. And he wrote a book, but one of the things he said in the book was customer satisfaction does not guarantee loyalty. You do a lot of customer satisfaction scores for organizations, and I'm sure there are certain key indicators that will determine whether or not a company has a high CSAT score as you mentioned, communicating, response time, fulfilling promises, and many other I'm sure indicators that will help to give you a really good CSAT score. But in your opinion, do you think if your satisfaction score is high that that guarantees the customer will remain loyal to you?   Jose said yes, in their experience and with the brands that they've worked with, they have noticed that having an increased customer satisfaction score does lead to repeat purchases and overall loyalty and obviously, that also results in client referrals. So, he thinks that it's very important to understand how to actually use the CSAT metric, because obviously depends on the type of customer. And you have to really understand like when you should actually rely on CSAT and when you should not use it. And so, in their experience, it's very important and it leads to at least a from what they've seen, having an amazing CSAT score does result in at least a 30% increase in in customer loyalty and engagement with the brands that they've worked with and that's what they've seen in terms of like conversion.   So, he thinks it all depends on a lot of different factors. But overall, they've seen that it does lead to an increase in loyalty and additional revenue generating opportunities for the brands. So, it does depend on how you measure it and what industry you're in, of course, if your product is not unique and that's definitely a different metric. But he thinks that if you have an interesting value proposition and your product is unique, and you provide amazing experience, then it should lead to an increasing in customer lifetime value.   App, Website or Tool that Jose Absolutely Can't Live Without in His Business   When asked about online resource that he cannot live without in his business, Jose shared that he is a big user of LinkedIn. LinkedIn is one of the biggest tools that he uses to network and stay in touch with his network. That is one tool that he checks and uses every day to communicate with prospects and potential partners. And he also is a part of an organization called Entrepreneurial Organization or EO, which has been an invaluable network for him to bounce off ideas outside of a business setting and that has allowed him to think strategically about things that he normally wouldn't think about when running this business.   Books that Have Had the Biggest Impact on Jose   When asked about books that have had the biggest impact, Jose shared that his favorite business book is Good to Great: Why Some Companies Make the Leap and Others Don't by Jim Collins. He thinks it's very cliche, but he thinks that the overall conclusion of that book is find self-motivating people that can lead on your behalf so that you don't have to micromanage. And he thinks that that is something that they have top of mind at Horatio, is to find people that are really driven to succeed, and they can count on to lead and continue to carry their culture. So, that's typically how they think about when running this business is being surrounded by amazing individuals and letting them grow and lead their teams.   Emerging Customer Experience Trends for 2022 and Beyond That Brands Need to Pay Attention to   Jose shared that he thinks one of the biggest trends that we've noticed over the past couple of months is, there's been a growth in terms of personalization of your support interactions. He thinks that over the past couple of years, we've relied a lot on canned responses and macros. And we've also relied on chatbot automation and a lot of templates and that has cost the brands a lot of money because customers can read through the lines and understand that you're not really taking the time to answer their questions and you're not really personalizing your interaction to accommodate their needs.   So, they've been starting to see a trend where, the majority of their clients wants them to go a little bit deeper when interacting with their consumers and eliminating scripts and using them as a support tool, but overall, trying to be a little bit personable and human when providing communication to their customers. And so, that is one of the trends that they've seen over the past couple of months, that's working a lot. And he thinks that the other trend that they have seen in terms of customer experience, is also understanding how to leverage the latest technological tools that are out there to make your customer experience team more efficient.   So, it's not about replacing the customer experience team, it's about helping them leverage all these technological tools and platforms to make the right decisions for the business and the right decisions for the customers. So, they've seen a lot of interesting technological integrations happening over the past couple of months that have helped them make the different teams that they manage on behalf of their brands are a little bit more efficient.   Me: So, personalization and an integrational of technological services to enhance better decision making where customer experience is concerned.   What Jose is Really Excited About Now?   When asked about something that he's excited about, Jose shared that they launched the company in late 2018, early 2019, so they've grown a lot over the past couple of years from a small team of 20 in 2019, to almost 800 in 2022. Something that is really exciting is developing leaders within the company and making sure that they have the right support to grow within the organization. So, they've spent a lot of time on making sure that their culture remains intact despite the growth that they've experienced. And so, they've implemented a lot of different interesting initiatives in place at the company to make sure that their leadership team understands how valuable they are to them as an organization and the importance that they have to carry the culture of their team overall within the company.   So, that is something that he's really excited about is to continue to develop the future leaders of Horatio and ensuring that they're all achieving their goals and their career pathways is moving forward in the right direction as the company continues to grow.   Where Can We Find Jose Online?   Website – https://hirehoratio.com Twitter - @hire_horatio Instagram - @hirehoratio Facebook - @hirehoratio LinkedIn – Hire Horatio CX   And something that he gets a lot of people ask him like why Horatio and Horatio was Hamlet's only trusted friend in Shakespeare, so they wanted to convey that message of trust and using a partner that you can really trust and rely on as you think about outsourcing your customer experience support.   Me: Ah, I thought of it originally when your portfolio was presented to me to have you as a guest and I said to myself, I wonder why the name Horatio so I'm so happy that you decided to share that with us in the interview.   Quote or Saying that During Times of Adversity Jose Uses   When asked about a quote or saying that he tends to revert to, Jose shared, “Keep calm and carry on.”   Me: Short and sweet. “Keep calm and carry on.” And could you share with us how that helps you to get back on track.   Jose stated that it just makes sure that he doesn't lose sight of the big picture and stay positive in the midst of adversity and turmoil. It grounds him to understand the position he has at the company, to continue motivating the leaders within the company and keep pushing towards the end goal that they have at Horatio, which is to, number one, provide an amazing employee experience to their team members on the ground, which in turn provides amazing customer experience for their customers and they continue to deliver in that high quality that everyone expects from them.   Me: Awesome. Keep calm and carry on. Well, thank you so much, Jose for taking time out of your very busy schedule for hopping on his podcast today and basically sharing with us emerging trends that are coming up in customer experience, what are some of the key performance indicators for you to ensure that you can retain and sustain a high customer satisfaction score, and even looking at response time, some of the things that are critical to ensure that your customers' expectations are exceeded and you do consistently deliver on that experience that your customers become loyal and they'll walk and spread good news about your business. So we really appreciate all the wonderful information that you shared with us 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   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links Good to Great: Why Some Companies Make the Leap and Others Don't by Jim Collins   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Christian Science | Daily Lift
Can you live without anxiety?

Christian Science | Daily Lift

Play Episode Listen Later Mar 15, 2022


Heidi Kleinsmith Salter, CS, from Petoskey, Michigan, USA

The Real Truth About Health Free 17 Day Live Online Conference Podcast
You Can Live Without Medicinal Mushrooms, But Not Optimally - David Wolfe - Interview

The Real Truth About Health Free 17 Day Live Online Conference Podcast

Play Episode Listen Later Mar 13, 2022 12:32


You Can Live Without Medicinal Mushrooms, But Not Optimally - David Wolfe - Interview David Wolfe • https://www.davidwolfe.com/• Book - The Beauty Diet: Unlock the Five Secrets of Ageless Beauty from the Inside Out David ‘Avocado' Wolfe is the rock star and Indiana Jones of the superfoods and longevity multiverse. The World's top CEOs, ambassadors, celebrities, athletes, artists, and the real superheroes of our world—Moms—all look to David for expert advice in health, energy, peak performance, beauty, herbalism, nutrition, and chocolate! David's nutrition work with Novak Djokovic helped return him to #1 in Men's Tennis. Actor Woody Harrelson and David have worked together for 20 years.David is the co-developer of one of the world's leading kitchen appliances: the NutriBullet™. Over the years, his innovative line of superfood, superherb and organic products have transformed healthfood stores and grocery departments all over the world. #DavidWolfe #TheRealTruthAboutHealth  #WholeFood #Vegan #Vegetarian #PlantBasedNutrition #Superfoods CLICK HERE - To Checkout Our MEMBERSHIP CLUB: http://www.realtruthtalks.com  • Social Media ChannelsFacebook: https://www.facebook.com/TRTAHConferenceInstagram : https://www.instagram.com/therealtruthabouthealth/ Twitter: https://twitter.com/RTAHealth Linkedin: https://www.linkedin.com/company/the-real-truth-about-health-conference/ Youtube: https://www.youtube.com/c/TheRealTruthAboutHealth    • Check out our Podcasts  Visit us on Apple Podcast and Itunes search:  The Real Truth About Health Free 17 Day Live Online Conference Podcast Amazon: https://music.amazon.com/podcasts/23a037be-99dd-4099-b9e0-1cad50774b5a/real-truth-about-health-live-online-conference-podcastSpotify: https://open.spotify.com/show/0RZbS2BafJIEzHYyThm83J Google:https://www.google.com/podcasts?feed=aHR0cHM6Ly9mZWVkcy5zaW1wbGVjYXN0LmNvbS8yM0ZqRWNTMg%3D%3DStitcher: https://www.stitcher.com/podcast/real-truth-about-health-live-online-conference-podcastAudacy: https://go.audacy.com/partner-podcast-listen-real-truth-about-health-live-online-conference-podcastiHeartRadio: https://www.iheart.com/podcast/269-real-truth-about-health-li-85932821/ Deezer: https://www.deezer.com/us/show/2867272 Reason: https://reason.fm/podcast/real-truth-about-health-live-online-conference-podcast • Other Video ChannelsYoutube:https://www.youtube.com/c/TheRealTruthAboutHealthVimeo:https://vimeo.com/channels/1733189Rumble:  https://rumble.com/c/c-1111513 Facebook:https://www.facebook.com/TRTAHConference/videos/?ref=page_internal DailyMotion: https://www.dailymotion.com/TheRealTruthAboutHealth BitChute:  https://www.bitchute.com/channel/JQryXTPDOMih/ Disclaimer:Medical and Health information changes constantly. Therefore, the information provided in this podcast should not be considered current, complete, or exhaustive. Reliance on any information provided in this podcast is solely at your own risk. The Real Truth About Health does not recommend or endorse any specific tests, products, procedures, or opinions referenced in the following podcasts, nor does it exercise any authority or editorial control over that material. The Real Truth About Health provides a forum for discussion of public health issues. The views and opinions of our panelists do not necessarily reflect those of The Real Truth About Health and are provided by those panelists in their individual capacities. The Real Truth About Health has not reviewed or evaluated those statements or claims.

You Beauty
The Magnetic Brush Set Leigh Can't Live Without

You Beauty

Play Episode Listen Later Mar 3, 2022 16:50


What's the most expensive brush set you've ever bought? Was it over $100? Maybe even $200? Well, today Leigh recommends a $489 travel brush set. And believe her, it's worth it.  Plus Kelly recommends an oil serum that has been plumping and hydrating her skin while she's been on maternity leave.  And the girls share another keeper from Drew Barrymore's Flower Beauty range.  THE END BITS  All the wonderful products mentioned in today's episode can be found below! SPENDY Leigh: Rae Morris Travel Brush Set, $489 Kelly: Vela Days Oil Infusion, $102 SAVEY: Leigh: McoBeauty Instant Beauty Contour wand, $32 Kelly: MAAEMO Pure Defence SPF 30, $54.95  EMPTY Kelly: Biossance Squalene + Vitamin C Rose Oil, $38  SHOP MY STASH Leigh: Etude Proof 10 Eye Primer, $4.92 & Flower Beauty Warrior Princess mascara, $9.99 CREDITS Host: Kelly McCarren & Leigh Campbell Producer: Mikayla Floriano Audio Producer: Ian Camilleri  GET IN TOUCH: Got a beauty question you want answered?  Email us at youbeauty@mamamia.com.au or call the podphone on 02 8999 9386.  Join our You Beauty Facebook Group here. Want this and other podcasts delivered straight to your inbox? Subscribe to our podcast newsletter. You Beauty is a podcast by Mamamia. Listen to more Mamamia podcasts here. Mamamia acknowledges the Traditional Owners of the Land we have recorded this podcast on, the Gadigal people of the Eora Nation. We pay our respects to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander cultures. Just by reading or listening to our content, you're helping to fund girls in schools in some of the most disadvantaged countries in the world - through our partnership with Room to Read. We're currently funding 300 girls in school every day and our aim is to get to 1,000. Find out more about Mamamia at mamamia.com.au  See omnystudio.com/listener for privacy information.

Nick and Reader
More Mornings: Would You Rather Live Without Heat Or A/C?

Nick and Reader

Play Episode Listen Later Feb 15, 2022 13:33


Avery & Reader debate whether they would rather live without heat or A/C, play a game of Fake Headlines, spilling coffee is the worst, lending a hand to Telemiracle, and share the excitement for discounted Valentine's Day Candy.

Morrison Madness
066 Things we can't live without

Morrison Madness

Play Episode Listen Later Feb 14, 2022 27:54


In this episode we talk about things that we use on an almost daily basis that we would really hate to have to live without. From LaShelle's many robes to Don's many cordless power tools. Along with a few other household items that we truly love that not everyone may have or know about.Zojiruschi Water Boiler and Warmer: https://smile.amazon.com/gp/product/B00R4HKJEE/ref=ppx_yo_dt_b_asin_title_o02_s02?ie=UTF8&psc=1Maxmoda Kimono Robe: https://smile.amazon.com/gp/product/B099F4YH6K/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&th=1&psc=1https://www.milwaukeetool.com/https://www.costco.com/tables.htmlStar Entertainment A small, family-owned and operated DJ and event coordinating company located in Iowa City, IA.

Kingsway Church Beeville
I Can't Live Without God

Kingsway Church Beeville

Play Episode Listen Later Feb 6, 2022 57:14


I Can't Live Without God by Pastor Isaac De Los Santos

Frank, Starlene & Hudson in the Morning
1/18 Daily Recap: What We CAN'T Live Without!

Frank, Starlene & Hudson in the Morning

Play Episode Listen Later Jan 18, 2022 25:30


There's a huge supply shortage going on right now, and there's a few things we just can't live without....like Flamin' Hot Cheetos! Plus, Starlene shares what she is grateful for on this Gra-tatouille Tuesday! Weekday mornings 5:30am - 10am

Dr. A. T. Stewart on SermonAudio
The Crucified Life: You Can't Live With It, You Can't Live Without It

Dr. A. T. Stewart on SermonAudio

Play Episode Listen Later Jan 13, 2022 38:00


A new MP3 sermon from A.T. Stewart Ministries is now available on SermonAudio with the following details: Title: The Crucified Life: You Can't Live With It, You Can't Live Without It Speaker: Dr. A. T. Stewart Broadcaster: A.T. Stewart Ministries Event: Sunday Service Date: 1/12/2022 Bible: Matthew 26:31-56 Length: 38 min.

Happy N Single
Don't Find Someone You Can Just Live With, Find Someone That You Can't Live Without

Happy N Single

Play Episode Listen Later Jan 9, 2022 57:02


Don't just find someone to find someone, find someone that you couldn't imagine living without!

The Ethics Experts
Episode 103 - James Kerr

The Ethics Experts

Play Episode Listen Later Jan 5, 2022 47:28


In this episode of The Ethics Experts, Nick welcomes James Kerr, founder of Indispensable Consulting and author of Indispensable: Build and Lead a Company Customers Can't Live Without, which is his 6th business book.