Podcasts about Meso

Text your thoughts and questions!We often think rest is something we earn after we've worked hard enough. We push through exhaustion, tell ourselves we'll slow down later, and believe that getting more done is the key to feeling better. But what if we've been thinking about rest all wrong?This week, in episode 323 of the Positively LivingⓇ Podcast, we're revisiting one of our most impactful conversations with Gary Ware, founder of Breakthrough Play, keynote speaker, certified coach, and bestselling author of Playful Rebellion. As part of our summer series on energy, stress, and nervous system regulation, this timely re-release explores why rest is essential—not as a reward for productivity, but as the foundation that makes sustainable productivity possible.Gary Ware is the founder of Breakthrough Play, a keynote speaker, certified coach, and the bestselling author of Playful Rebellion. Through applied improvisation, positive psychology, and the science of play, Gary helps individuals and organizations reduce stress, strengthen communication, spark creativity, and build more sustainable ways of working. His mission is to help people challenge the belief that productivity requires constant hustle and instead embrace play and rest as powerful tools for greater impact, innovation, and well-being.In this conversation, Gary introduces three distinct types of rest—macro, micro, and meso—and explains how each one helps reduce stress, restore creativity, and support your energy in different ways. He also shares why play isn't childish, why entrepreneurs often resist rest the most, and how small shifts can dramatically improve your focus, well-being, and impact.Key Takeaways:Rest isn't something you earn. It's something that allows you to do your best work.Chronic stress keeps your brain in fight, flight, or freeze mode, reducing creativity, empathy, and clear thinking.Better sleep isn't always about getting more hours. Improving the quality of your sleep can make a significant difference.A consistent wind-down routine helps your body transition into restorative sleep.Macro rest focuses on deep restoration through quality sleep and recovery.Micro rest consists of short five-minute breaks throughout the day that help reset your brain and restore energy between tasks.Scrolling social media or checking email isn't true rest. Choose activities that genuinely recharge you instead.Meso rest means intentionally stepping away from work for several hours, a day, or longer to pursue hobbies, family time, or activities that bring joy.Hobbies aren't a luxury—they help your brain make creative connections and improve problem-solving.Play looks different for everyone. The goal isn't to do what others find fun, but to discover what genuinely restores and energizes you.Sustainable productivity begins with honoring your energy, not constantly pushing through exhaustion.Rest isn't the opposite of productivity—it's what makes productivity sustainable. When you give yourself permission to rest before you're completely depleted, you create space for greater creativity, better decisions, stronger relationships, and more meaningful work. What would change if you stopped trying to earn your rest and started treating it as one of your greatest strengths?Thank you for listening! If you enjoyed this episode, take a screenshot of the episode to post in your stories and tag me!  And don't forget to follow, rate, and review the podcast and tell me your key takeaways!Learn more about Positively LivingⓇ and Lisa at https://positivelyproductive.com/podcast/Stop trying to fit into someone else's productivity rules! Grab my free Productivity Toolkit, a collection of workbooks designed to help you explore how you work, uncover what truly matters to you, and create your very own energy-friendly systems. Get it here: www.positivelyproductive.com/plpkitCONNECT WITH GARY WARE:WebsiteLinkedInCONNECT WITH LISA ZAWROTNY:FacebookInstagramResourcesWork with Lisa! LINKS MENTIONED IN THIS EPISODE:Playful Rebellion: Maximize Workplace Success Through the Power of PlayEpisode 321: Why Fun and Play Belong in a Productive LifeEpisode 249: Five Energizing Habits to Make You More ProductiveEpisode 172: Why the Simple Act of Pausing Will Make You More ProductivePlay: How It Shapes the Brain, Opens the Imagination, and Invigorates the Soul by Dr. Stuart BrownPrimed to Perform by Neel Doshi & Lindsay McGregor(Find links to books/gear on the Positively Productive Resources Page.)Book a Clarity CallDance Song Playlist V1, V2, V3Music by Ian and Jeff ZawrotnyStart your own podcast with Buzzsprout!I'm part of a free virtual event called Burn Beautiful, alongside over 25 experts in burnout, well-being, and leadership. My session is all about the minimum effective day, practical tools to make your days more sustainable. It's available through July 7th, is free, and you can listen on your own schedule. Go to positivelyproductive.com/beautiful26 to register. 

You're Not Falling Apart—You're Becoming Today, I felt led to start with this poem I read the other day because it beautifully demonstrates that we don't always understand what God is doing. We think we are a mess, we feel like we are falling apart, we feel like God has abandoned us, and yet God is ALWAYS right there in the middle of it all! He knows exactly what He is doing and wants us to trust Him in the process. This poem gives us some insight into that process.  I feel it makes it a little easier to trust when we have a bit of understanding. This conversation is between someone and God. Me: Hey God. God: Hello..... Me: I'm falling apart. Can you put me back together? God: I would rather not. Me: Why? God: Because you aren't a puzzle. Me: What about all of the pieces of my life that are falling down onto the ground? God: Let them stay there for a while. They fell off for a reason. Take some time and decide if you need any of those pieces back. Me: You don't understand! I'm breaking down! God: No - you don't understand. You are breaking through. What you are feeling are just growing pains. You are shedding the things and the people in your life that are holding you back. You aren't falling apart. You are falling into place. Relax. Take some deep breaths and allow those things you don't need anymore to fall off of you. Quit holding onto the pieces that don't fit you anymore. Let them fall off. Let them go. Me: Once I start doing that, what will be left of me? God: Only the very best pieces of you. Me: I'm scared of changing. God: I keep telling you - YOU AREN'T CHANGING!! YOU ARE BECOMING! Me: Becoming who? God: Becoming who I created you to be! A person of light and love and charity and hope and courage and joy and mercy and grace and compassion. I made you for more than the shallow pieces you have decided to adorn yourself with that you cling to with such greed and fear. Let those things fall off of you. I love you! Don't change! ... Become! Become! Become who I made you to be. I'm going to keep telling you this until you remember it. Me: There goes another piece. God: Yep. Let it be. Me: So ... I'm not broken? God: Of course Not! - but you are breaking like the dawn. It's a new day. Become!!! ~Author John Roedel   I know many of you are struggling right now. Whether it is with health issues, money issues, or in the process of losing old friends and making new friends, I think this poem shows us that God can use these hard times to help us step into the person we are meant to be. The person He knows we are capable of being. There are several things I love about this poem. The first is the gentleness of God. He is so good. I think this poem demonstrates the love that God has for us. He didn't say no when she asked if God would put her back together. He said He would rather not. He then went on to explain why He felt that way. Notice how He didn't get short with her. He didn't seem irritated or annoyed with her. We often imagine God feels that way about us. We tell ourselves that He is tired of us coming and asking the same thing. We imagine He wondering why we can't seem to get it together already. If we are honest, we have felt that way about our loved ones before. God is not us. He doesn't have to wonder why we can't get it together. He knows. He made us. He knows everything we have ever done and everything we will ever do. I also love that God doesn't tell her never again to pick up the pieces that fell off. He tells her to take some time and decide whether she needs them. Maybe you are going through this shedding process right now. Maybe you are losing friends, workers, loved ones, or even material things. God isn't telling you that they are gone forever. He is saying take some time and see if you need them. Do they bring joy into your life? Do they make you a better person? Do they help you grow closer to the Lord? Are they helping you on your journey to heaven? If the answer to some of these questions are yes, maybe you can pick them back up again. Take the time to ask questions. Pay attention to the answers. Don't pick them back up again because it is hard without them. Don't pick them up again because it is easier with them or you miss them. It is normal to want to. When you are tempted to pick back up the ones that are not good for you, remember what the poem said, “What you are feeling are just growing pains. You are shedding the things and the people in your life that are holding you back. You aren't falling apart. You are falling into place. Relax. Take some deep breaths and allow those things you don't need anymore to fall off of you. Quit holding onto the pieces that don't fit you anymore. Let them fall off. Let them go. The last part that I want to draw your attention to is what the poem says about changing. Listen to that part again. “Me: Once I start doing that, what will be left of me? God: Only the very best pieces of you. Me: I'm scared of changing. God: I keep telling you - YOU AREN'T CHANGING!! YOU ARE BECOMING! Me: Becoming who? God: Becoming who I created you to be! A person of light and love and charity and hope and courage and joy and mercy and grace and compassion. I made you for more than the shallow pieces you have decided to adorn yourself with that you cling to with such greed and fear. Let those things fall off of you. I love you! Don't change! ... Become! Become! Become who I made you to be. I'm going to keep telling you this until you remember it.” Isn't that just like God? He keeps telling us something until we believe Him. And for most of us, He has to tell us a lot. God is telling you, yes you, right now that He is with you in this. He tells you that He sees you, not for who you think you are, but who you really are. He sees the you that He created you to be even if you aren't there yet. He knows your journey and isn't frustrated that you aren't there yet because He knows exactly when you will arrive there. He knows exactly what obstacles you are struggling with. We actually had a word or prophecy at my Thursday morning prayer group in June 2024.  God assured us, “I am there among your trials and your joys. I am the God who loves you, who cares. I am never displeased or impatient with you. I place my hope in you.” This message is not just for my prayer group. This is a message for all of His children. This is something I believe he really wants us to know. We get impatient with our children. We get disappointed with them. God is telling us He is not like that. He knows our innermost thoughts. He knows everything we are going through. He knows our hearts. He knows how badly we want to do the right thing, and yet we tend to do the wrong thing. This is not unique to you. That is all of us. If Paul, who is credited with writing about half of the New Testament books, can admit to this, we can be sure we all struggle with this problem. In Romans 7:19-20, Paul said, “For I do not do the good I want, but the evil I do not want is what I do. Now if I do what I do not want, it is no longer I that do it, but sin which dwells within me.” God knows we are broken. He knows we struggle. He doesn't get disappointed. Instead, He celebrates every time we don't give in to temptation. Every time we mess up, we can bring that to God with the assurance that He welcomes us with open arms and celebrates because we came home instead of being upset that we messed up. Dear Heavenly Father, we ask you to bless everyone listening to this episode. Dad, we thank you so much for loving us so much, for always being there for us, for helping us become who you created us to be, for your patience with us as we become that person, and for forgiving us again and again. You are so wonderful. You are our perfect father, and we are so grateful for all you do for us! Dad, could you give us the strength not to pick up those pieces that have fallen that we don't need? It is hard to leave them there when our life seemed easier with them. Give us the strength to keep moving forward without them. Dad, could you also fill us up to the tippy top with hope that things will be ok because it doesn't always feel like it will be. Help us to feel you right because of us. Maybe hold our hands as we walk side by side. That way, we know you are there. We love you, Dad, and we ask all of this in Jesus's mighty name. Amen!! Thank you so much for joining me on this journey to walk boldly with Jesus. If this podcast has blessed you in some way, would you consider sending it to others? Also, check out the link below for my mentoring group. I would love to see your face on Zoom this evening. There is no commitment. You can try it out for a month, and if you decide it is not for you, you can simply cancel. I look forward to meeting you here again tomorrow. Remember, Jesus loves you just as you are, and so do I! Have a blessed weekend! Today's Word from the Lord was received in November 2025 by a member of my Catholic Charismatic Prayer Group. If you have any questions about the prayer group, these words, or how to join us for a meeting, please email CatholicCharismaticPrayerGroup@gmail.com. Today's Word from the Lord is, “My children, I draw you into the blazing heart of my love. All of you. You are connected to those who have gone before you through the gate of death. You are connected to your ancestors. You are connected to your loved ones. You are connected to your enemies. For if you are aware of your chosenness, then when you look at each other, see the chosenness in them also. You are one in me.” www.findingtruenorthcoaching.comCLICK HERE TO DONATECLICK HERE to sign up for Mentoring CLICK HERE to sign up for Daily "Word from the Lord" emailsCLICK HERE to sign up for my newsletter & receive a free audio training about inviting Jesus into your daily lifeCLICK HERE to buy my book Total Trust in God's Safe Embrace

Slina klopov vsebuje različne alergene, ki ob klopovem ugrizu pridejo v stik z imunskimi celicami. Ugriz klopa lahko povzroči alergijo na rdeče meso. Gre za tako imenovani sindrom alfa-gal, ki so ga prvič opisali v Združenih državah Amerike leta 2009, danes pa ga poznamo tudi v Evropi in Sloveniji. Kako sindrom nastane? Zakaj je vedno več obolelih? Na kakšen način ga prepoznamo in diagnosticiramo? Kakšno je zdravljenje? Gost Ultrazvoka je specialist internist, alergolog in pulmolog prof. dr. Mitja Košnik s Klinike Golnik, ki pravi: »V Sloveniji poznamo nekaj sto bolnikov s to alergijo.« Klopi nas torej lahko presenetijo na več načinov. Poleg okužb – od januarja (1.1.) do konca junija (30.6.) smo v letu 2026 po podatkih NIJZ v Sloveniji zabeležili že 2.911 primerov Lymske borelioze in 22 primerov klopnega meningoencefalitisa – lahko klopi pri nekaterih ljudeh sprožijo tudi alergijo na rdeče meso. Foto: Amblyomma americanum, ki ga poimenujejo tudi klop osamljene zvezde/ CDC public domain

10PCT EP89 MeSo Harney and Mask Stark0:00 welcome to Mask and MeSo and episode preview 1:02 MeSo intro1:55 Mask intro3:22 background to the fateful deployment 5:40 initial 6 ship deployment ends in a bunch of diversions7:02 mission set(s)9:00 defining SCAR from the crew point of view10:42 geographical constraints?11:30 co-ordinating with other assets13:20 treading unfamiliar ground with the spotlight on you?15:20 co-ordinating with ground assets?16:55 difficulty with ROE/authority/responsibility?20:55 weaponeering/loadouts23:17 strafe?24:55 threats?26:46 SERE refresher and preparation/study?30:40 hard crewed, previous flight experience together?33:35 standardisation?34:00 mission of the day, mission planning and ejection contract37:30 pre planned evasion tactics?39:18 initial phase of the mission40:48 trapped fuel, initial troubleshooting and handling imbalance in the established community fashion43:09 target details45:12 target egress, loading and initial indications of trouble47:30 -229 jets spin departure aids - did they work?49:30 thought process in this phase?51:05 mayday call51:44 flight lead's SA and tapes?53:10 bailout decision and sequence56:45 opening shock (of chute) and bye bye NVGs59:02 how long in the chute and contemplating landing1:03:50 landing roll/PLF

Una llamada llegada desde las más altas esferas malagueñas sirve de excusa para que Comer por España haga parada en Sayalonga, un pequeño municipio de la Axarquía conocido por sus nísperos, su singular cementerio octogonal y el callejón más estrecho de la comarca. Entre anécdotas locales, rivalidades con la pedanía de Corumbela y recetas elaboradas con el fruto estrella de la zona, Alsina, David de Jorge y los oyentes recorren los sabores y las tradiciones de este rincón de Málaga. La visita culmina en el Mesón Morisco, donde Rafa y su familia mantienen viva la cocina de cuchara y reinventan el níspero en postres que se han convertido en una seña de identidad del pueblo.

Una llamada llegada desde las más altas esferas malagueñas sirve de excusa para que Comer por España haga parada en Sayalonga, un pequeño municipio de la Axarquía conocido por sus nísperos, su singular cementerio octogonal y el callejón más estrecho de la comarca. Entre anécdotas locales, rivalidades con la pedanía de Corumbela y recetas elaboradas con el fruto estrella de la zona, Alsina, David de Jorge y los oyentes recorren los sabores y las tradiciones de este rincón de Málaga. La visita culmina en el Mesón Morisco, donde Rafa y su familia mantienen viva la cocina de cuchara y reinventan el níspero en postres que se han convertido en una seña de identidad del pueblo.Conviértete en un supporter de este podcast: https://www.spreaker.com/podcast/mas-noticias--4412383/support.ESCUCHAR RADIO 

Send us your feedback — we're listeningEvening Prayer — To Lay Down What Feels Heavy and Receive RestMatthew 6:11 — “Give Us Today Our Daily Bread”Live from London, England — where faith meets the world in daily prayer and global hope  Caracas • Cape Town • Madrid • Manila BURDEN • REST • RELEASE  evening prayer when I feel overwhelmed and tired • Give us today our daily bread meaning prayer • prayer to release stress and find rest • Christian prayer for comfort and peace tonight • prayer to lay burdens down before God Matthew 6:11 (NIV)  “Give us today our daily bread.” Matthew 11:28–30 (NIV) “Come to me, all you who are weary and burdened, and I will give you rest…” This is your evening prayer to gently lay down what has felt heavy throughout the day. If you are feeling tired in your mind, or carrying more than you expected, this moment is for you. This is a prayer to release the weight and receive rest. We are praying from the words of Jesus in the Lord's Prayer — “Give us today our daily bread.” Father, as the day begins to close, we come to You just as we are. Not needing to explain everything. Not needing to hold everything together. But simply arriving in Your presence. You see what we have carried. You know where the strain has been. You understand what has felt heavy, even if we have not said it out loud. And Your invitation is gentle. “Come to Me…” So we come. Not with effort. Not with pressure. But with a quiet willingness to let go. We bring the weight of this day into Your hands. The moments that drained us.  The thoughts that lingered too long. The responsibilities that felt too much. We place them with You. So I release what has been weighing on me. I release the pressure to keep going without rest. I release the quiet exhaustion within me. I release it. And now, I receive. I receive rest for my mind. I receive ease in my body.  I receive comfort in Your presence. I receive. And now I allow myself to rest. Not striving. Not pushing. But resting in the care of God. Today does not need to be carried any further. It can be placed down. God is with you now. You are not alone this evening. Across the world, wherever we are listening, You are bringing rest. From Caracas to Cape Town, from Madrid to Manila, Your Spirit is easing burdens and restoring strength. Jesús, hoy dejo mi carga en Tus manos y descanso en Ti. Jesus Cristo, hoje deixo o meu peso Contigo e descanso na Tua presença. Jesus, inilalagay ko ang aking pagod sa Iyo at ako'y nagpapahinga. Father, we rest in You. We release this day.We receive Your peace. In Jesus' name. Amen. evening prayer, daily prayer, Matthew 6:11, Lord's Prayer, rest prayer, burden prayer, peace prayer, Christian prayer, Matthew 11:28  evening prayer when I feel overwhelmed and tired, Give us today our daily bread meaning prayer, prayer to release stress and find rest, Christian pSupport the showDaily Prayer with Reverend Ben Cooper now reaches 185 countries and 3,012 cities worldwide through the Global Blend Radio network.This is a listener-funded global ministry. If these daily prayers strengthen your faith or help you through difficult seasons, would you consider becoming a monthly prayer partner for just £3 per month?Your support enables us to continue recording, hosting, and broadcasting daily biblical encouragement across the nations — keeping this ministry free and accessible to everyone who needs it.You can support today at GlobalBlendRadio.comTogether, we can keep prayer moving across the world.To submit a prayer request or connect with our global prayer community, visit DailyPrayer.ukBuy me a Coffee 

Zašto je Viktor platio neverovatnih 300 evra za rani pristup seriji "Senke nad Balkanom 3" i šta se desi kada čovek sa najlepšim glasom Jugoslavije, Igor Brakus i polovina @ObneobRadio ,donese preporuke za najdepresivnije serije na Balkanu? U 79. epizodi Njuz POPkasta donosimo vam ultimativne filmske (muzičke i književne) preporuke! Od maestralne i mračne Pejakovićeve trilogije "Meso, Kosti, Koža", preko novog SF hita "Hail Mary" sa Rajanom Goslingom i brutalnog filma Park Čan Vuka, pa sve do skandala zvanog "Beogradsko poselo na Zappa barci"! Igor Brakus objašnjava zašto nije pročitao knjigu od 12. godine, dok vas mi učimo kako da postanete milioneri preko Indeks fondova. Obavezno ostavite lajk i napišite u komentarima - koja domaća serija je po vama najmračnija?

El menú del día, uno de los grandes inventos de la gastronomía española, protagoniza el recorrido que propone Más de Uno, desde su origen en los años 60 —cuando el franquismo impulsó el llamado "menú turístico" para atender al boom de visitantes— hasta su consolidación en 1970 como fórmula accesible, completa y popular. A partir de ahí, Carlos Alsina y David de Jorge saltan del archivo a la mesa para comprobar cómo pervive hoy esta tradición en bares y restaurantes de toda España: desde propuestas caseras y generosas como las del Bar-Restaurante El Torrejón en Zaragoza, con decenas de platos a elegir, hasta rincones con encanto rural como el Mesón El Tropezón en Cantabria, donde la cocina de cuchara y el trato cercano siguen siendo la clave del éxito. Un viaje que demuestra que, pese a los cambios en el consumo y en los hábitos, el menú del día sigue siendo sinónimo de identidad, cercanía y buena mesa.

El menú del día, uno de los grandes inventos de la gastronomía española, protagoniza el recorrido que propone Más de Uno, desde su origen en los años 60 —cuando el franquismo impulsó el llamado "menú turístico" para atender al boom de visitantes— hasta su consolidación en 1970 como fórmula accesible, completa y popular. A partir de ahí, Carlos Alsina y David de Jorge saltan del archivo a la mesa para comprobar cómo pervive hoy esta tradición en bares y restaurantes de toda España: desde propuestas caseras y generosas como las del Bar-Restaurante El Torrejón en Zaragoza, con decenas de platos a elegir, hasta rincones con encanto rural como el Mesón El Tropezón en Cantabria, donde la cocina de cuchara y el trato cercano siguen siendo la clave del éxito. Un viaje que demuestra que, pese a los cambios en el consumo y en los hábitos, el menú del día sigue siendo sinónimo de identidad, cercanía y buena mesa.Conviértete en un supporter de este podcast: https://www.spreaker.com/podcast/mas-noticias--4412383/support.ESCUCHAR RADIO 

Rest weeks are crucial for recovery. They allow your body to heal and reset, ensuring you're ready for the peak mesocycle ahead. Think of it as a reset button for your muscles, joints, and mental strength.  After a solid 14 weeks of training, it's normal to feel anxious about stopping. But remember, without rest, the cumulative stress can outweigh the benefits. Giving your body time to mend means you'll come back stronger than ever!  Don't let the discomfort fool you; muscle memory kicks in quickly! You might feel a bit rusty at first, but trust the process—you'll be back on track and even better prepared for those long runs ahead.  Let's crush this peak meso cycle together!  More tips and insights in our link in bio.  #PeakMeso #RunningCommunity #RestWeek #RunnerTips #HealthyLiving

K letni stopnji inflacije, ki se je ta mesec zvišala na skoraj tri odstotke, so največ prispevale podražitve v skupini stanovanja, pa tudi hrane in alkoholnih pijač. Meso se je na letni ravni v povprečju podražilo za kar 11,6 odstotka. V oddaji tudi: - Po izbruhu spopadov med Afganistanom in Pakistanom pozivi k umiritvi - Clintonova na zaslišanju o povezavah z Epsteinom zavrnila poznanstvo z njim - Idrijski zdravstveni dom pozdravlja podaljšanje prehodnega obdobja na področju nenujnih prevozov

El equipo de Más de uno, con Robin Food a la cabeza, ha decidido visitar Corral -Rubio para conocer qué se come en este municipio albaceteño.Hablamos con María Llanos, del Mesón-restaurante Ca Güela, que nos enseña a preparar un plato manchego: el ajo mataero y Miguel, vecino del pueblo, nos cuenta detalles del municipio como el del túnel secreto bajo la Casa Grande.

El equipo de Más de uno, con Robin Food a la cabeza, ha decidido visitar Corral -Rubio para conocer qué se come en este municipio albaceteño.Hablamos con María Llanos, del Mesón-restaurante Ca Güela, que nos enseña a preparar un plato manchego: el ajo mataero y Miguel, vecino del pueblo, nos cuenta detalles del municipio como el del túnel secreto bajo la Casa Grande.Conviértete en un supporter de este podcast: https://www.spreaker.com/podcast/mas-noticias--4412383/support.

Is cybersecurity just a technical problem, or a human one?In this episode, we debut our new format: bridging the gap between deep academic research and boots-on-the-ground security practice. We dive into Zoe M. King et al., 2018 paper, "Characterising and Measuring Maliciousness for Cybersecurity Risk Assessment," to uncover why we need to stop looking at code and start looking at intent.From the "Dark Triad" of personality traits to the rise of the "patriotic hacker" in global geopolitics, we peel back the layers of the human onion to understand what actually drives a person to cause harm.In This Episode, We Discuss:The Maliciousness Assessment Metric (MAM): Why traditional risk assessments fail by ignoring "intent to harm" and how to integrate human factors into your security posture.The Four Layers of Maliciousness: A deep dive into the Individual, Micro, Meso, and Macro levels—from personal psychology to national narratives.Hacking as Patriotism: How cultural contexts in the US, Russia, and China dictate whether a hacker is seen as a criminal or a hero.The "War Games" Effect: How 80s cinema shaped US cybersecurity legislation (CFAA) and continues to influence public perception.Insider Threats & Organizational Hygiene: Why disgruntlement is a security vulnerability and how the "Principle of Least Privilege" is your best defense.Risk as a Moral Construct: Why the risks your company chooses to mitigate reveal your organisation's true values and concept of justice.Show NotesCharacterizing and Measuring Maliciousness for Cybersecurity Risk Assessment by Zoe M. King et al., featured in the journal Frontiers in Psychology (2018)Risk and Blame: Essays in Cultural Theory by Mary DouglasRisk and Culture: An Essay on the Selection of Technological and Environmental Dangers by Mary Douglas and Aaron Wildavsky

Potrošači osjećaju posljedice rastućih cijena hrane. U ovom izdanju podcasta govorimo o utjecaju inflacije i mjerama vlade, pratimo što potrošači zaista mogu priuštiti. Maja Marić s kolegom Sinišom Bogdanićem uspoređuje cijene hrane u Njemačkoj i Hrvatskoj, a Ljubo Jurčić, profesor na Ekonomskom fakultetu Sveučilišta u Zagrebu i nekadašnji ministar gospodarstva u hrvatskoj vladi govori o neskladu između troškova i prihoda te izazovima s kojima se suočavaju obitelji i umirovljenici u Hrvatskoj. Von Maja Maric.

More Than Tinsel [Verse 1]Does it ever seem the Christmas storyIs bigger than what is toldThe angels sang, the shepherds ranAnd heaven was unfurledYet all we do on Christmas dayIs focus on ourselvesWhen God above sent His Son down,To save the world from sin[Chorus]Oh, I believe on Christmas dayWe should spread the wordThat God came down to live with usHis perfect promise sharedHe left glory to look for meSo that I may be savedThis sinful man deserved to dieIf not for Christmas day[Verse 2]That holy night in BethlehemThe stars all held their breathWhile Mary sang a quiet songAnd Joseph clung to faithNo trumpet sounded for the KingNo palace, robe, or throneJust heaven wrapped in human skinAnd mercy newly born[Chorus]Oh, I believe on Christmas dayWe should spread the wordThat God came down to live with usHis perfect promise sharedHe left glory to look for meSo that I may be savedThis sinful man deserved to dieIf not for Christmas day[Verse 3]The shepherds heard the angel choirThe fields were filled with light“Good news of joy for all the worldThe Christ is born tonight”They ran to see the promised OneSo helpless, yet so strongThe Hope of every longing heartArrived before the dawn[Chorus]Oh, I believe on Christmas dayWe should spread the wordThat God came down to live with usHis perfect promise sharedHe left glory to look for meSo that I may be savedThis sinful man deserved to dieIf not for Christmas day[Bridge]Emmanuel, God with usThe mystery made plainEternal Love stepped into timeTo walk among our painIt's more than tinsel, lights, and cheerMore than songs we singIt's heaven's gift to broken earthThe birth of Christ the King[Chorus]Oh, I believe on Christmas dayWe should spread the wordThat God came down to live with usHis perfect promise sharedHe left glory to look for meSo that I may be savedThis sinful man deserved to dieIf not for Christmas day[Tag]So let us worship, let us tellWhat heaven chose to sayGod came near, and love was bornThat first Christmas day[Closing]Hallelujah, Hallelujah Christ is born for us todayHallelujah, Hallelujah This is a hallowed dayHallelujah, Hallelujah Hallelujah, Hallelujah Text us now. Let us know if you have questions about what this show is about.Support the showSupport the show https://www.buzzsprout.com/817693/support Thanks for listening! Join the conversation on Our website, https://teleiostalkpodcast.buzzsprout.com Twitter, @TeleiosT Facebook, https://www.facebook.com/share/GF5fdop8prDoKfx5/ Or, email us at teleiostalk@gmail.com Our Podcast is on YouTube and Rumble too! Please consider supporting our ministry. Donate using PayPal https://www.paypal.com/donate/?business=N54GRDE34VUDY&no_recurring=0&item_name=Donations+help+us+expand+and+maintain+the+ministry+of+Teleios+Talk.¤cy_code=

¿Realmente sabes negociar o simplemente te dedicas a ceder para cerrar acuerdos? Muchos profesionales confunden regatear precios con la verdadera negociación. En este episodio, Corti habla con Alejandro Hernández, referente en negociación y autor del bestseller "Negociar es fácil si sabe cómo".

Silviu Itescu, CEO of Mesoblast (MESO), discusses their stem cell work and their FDA-approved products. Their latest work is to treat acute graft vs host disease in children, and he says they've seen “terrific launch results.” He talks about gaining Medicaid coverage and adoption by private insurance plans. Silviu covers their future drug pipeline and how they are targeting heart disease and inflammation.======== Schwab Network ========Empowering every investor and trader, every market day.Options involve risks and are not suitable for all investors. Before trading, read the Options Disclosure Document. http://bit.ly/2v9tH6DSubscribe to the Market Minute newsletter - https://schwabnetwork.com/subscribeDownload the iOS app - https://apps.apple.com/us/app/schwab-network/id1460719185Download the Amazon Fire Tv App - https://www.amazon.com/TD-Ameritrade-Network/dp/B07KRD76C7Watch on Sling - https://watch.sling.com/1/asset/191928615bd8d47686f94682aefaa007/watchWatch on Vizio - https://www.vizio.com/en/watchfreeplus-exploreWatch on DistroTV - https://www.distro.tv/live/schwab-network/Follow us on X – https://twitter.com/schwabnetworkFollow us on Facebook – https://www.facebook.com/schwabnetworkFollow us on LinkedIn - https://www.linkedin.com/company/schwab-network/About Schwab Network - https://schwabnetwork.com/about

In this episode I'm joined by Meso-American occultist and historian Solomon Pakal for a wide-ranging exploration of Indigenous magic and its place in modern discourse. Drawing on his background in Indigenous American traditions, Solomon takes us deep into Mayan ceremonial magic, ancestral veneration, and the role of intermediary spirits, while challenging how Indigenous practices are too often romanticised, distorted, or appropriated in Western esotericism.We discuss the ten types of Maya spirituality beyond the academic five, the significance of corn in cosmology, and the role of daykeepers who maintain the sacred calendar and its thaumaturgic functions. Solomon explains the practice of Nagualism, the power of hieroglyphic language, and the Koyopa system of energy work distinct from the Vedic chakras.We also explore the vast and sophisticated ceremonial structures of Meso-america, their cosmological systems, and how narrative and “living stories” function as a kind of hypersigilmagic.In the Plus show, Solomon expands on these themes, delving deeper into narrative worship, geospatial magic, and the hidden sophistication of Mesoamerican energetic practices.The conversation takes unexpected turns, from the obsidian mirror of John Dee—possibly Aztec in origin—and its link to Enochian spirits, to the enigmatic “Ritual of the Angels” from the Books of Chilam Balam, with its unique vision of celestial ascent. Solomon connects Indigenous American practices to Western occult traditions, making the case for why these systems remain vital and relevant today.And in a surprising parallel, we turn to combat sports as a living theatre of magic—from Conor McGregor's meteoric rise and fall to the uncanny similarities with Ilia Topuria's ascent. We explore how both fighters embody narrative enchantment, peak performance, and the dangerous glamour of meteoric success. Solomon also shares his own training experiences and the role of ritual in the fight game, showing how magic finds expression in the octagon as much as in the temple.EnjoyShow notes:https://www.solomonpakal.com/https://substack.com/@solomonpakal?utm_source=about-pagehttps://www.facebook.com/SolomonPakal13/https://www.instagram.com/solomon.pakal/https://www.youtube.com/@SolomonPakalKeep in touch?https://linktr.ee/darraghmason

Send us a textEl fascinante mundo del licenciamiento va mucho más allá de simple papeleo legal. Se trata del arte estratégico de convertir ideas en trayectorias comerciales que pueden transformar creatividad en ingresos sostenibles sin perder el control de tu propiedad intelectual. ¡Adquiere el libro!En esta inmersión profunda, desentrañamos la diferencia fundamental entre licenciar y ceder derechos. Mientras una cesión transfiere completamente la propiedad, una licencia es más como alquilar una habitación, sigues siendo dueño, pero permites que otros usen tu creación bajo términos específicos. Esta distinción es crucial para creadores que buscan expandir su alcance sin renunciar a su titularidad.Exploración del amplio universo de posibilidades de licenciamiento, desde patentes que permiten a pequeños inventores recibir regalías de corporaciones globales, hasta marcas que generan millones en productos de merchandising, y derechos de autor que impulsan industrias enteras del entretenimiento. Los seis pasos fundamentales para prepararse para licenciar revelan un proceso meticuloso que incluye desde demostrar titularidad hasta establecer modelos de gobernanza que protejan tus intereses a largo plazo.Nuestro análisis no se limita a teoría, ofrecemos estrategias prácticas para encontrar licenciatarios ideales, desde investigar bases de datos de patentes hasta aprovechar ferias comerciales especializadas. Los marcos de negociación presentados, como el modelo Harvard y las ofertas MESO, proporcionan herramientas concretas para maximizar el valor de tus acuerdos mientras mantienes relaciones comerciales saludables.Para proteger tu propiedad intelectual, identificamos banderas rojas críticas que señalan problemas potenciales con licenciatarios, y ofrecemos orientación sobre cuándo renegociar, terminar o litigar un acuerdo. Como demuestra la historia de colaboraciones exitosas entre Lego y Star Wars o Nike y Jordan, las licencias bien ejecutadas pueden construir verdaderos imperios comerciales.¿Estás listo para transformar tus ideas en activos que generen valor continuamente? Descubre cómo tratar tus licencias como sistemas vivos que, con los socios adecuados, pueden crecer sin límites.¡Adquiere el libro!Support the show

In 2005, I had a ten-minute conversation at San Jose Airport that generated billions in revenue for HP. But here's what's fascinating: three other HP executives heard the exact same conversation and saw nothing special about it. If you read Monday's Studio Notes, you know this story from the emotional side—what it felt like to have that breakthrough moment, the internal resistance I faced, the personal transformation that followed. Today I'm delivering on my promise to give you the complete tactical methodology behind that insight. I'm going to show you the systematic framework I call high-resolution thinking—and how you can train yourself to see opportunities that others miss entirely. By the end of this episode, you'll understand the three-stage system that turns casual conversations into breakthrough innovations, you'll have nine specific methods you can practice, and you'll walk away with a week-long exercise you can start immediately. Here's what I want you to do right now: think of one conversation you had this week where someone mentioned a frustration, a side project, or something they wished existed. Hold that in your mind—we're going to transform how you process that kind of information. Credibility and Results But first, let me establish why this matters. That airport conversation led to HP's acquisition of VooDoo PC, the creation of HP's gaming business unit, and HP's rise to number one gaming PC market share—a position we held for years. The HP Blackbird that resulted earned PC Gamer's highest score ever awarded and a 9.3 from CNET. More importantly, I've used this same methodology to identify breakthrough opportunities across multiple Fortune 100 companies over the past two decades. The framework is repeatable, teachable, and it works. The difference between breakthrough innovators and everyone else isn't intelligence or access to information. It's thinking resolution—the cognitive ability to process multiple layers of information simultaneously while others get stuck examining only the surface. The Problem But before we dive into the framework, let me show you why this has become absolutely critical. We're living through what I call a "thinking recession." Despite having access to more information than ever before, our cognitive resolution is actually decreasing. Here's a startling statistic: the average executive processes over 34 GB of information daily, but misses 73% of the strategic signals embedded in that data. We're drowning in information while starving for insight. Watch any leadership meeting and you'll see the symptoms: binary thinking applied to complex situations, focus on symptoms instead of root causes, poor synthesis of multiple data streams, and over-reliance on frameworks that miss critical edge cases. Pause here and ask yourself: How many potential opportunities did you miss last week simply because you processed them as routine information instead of strategic signals? Consider Kodak—a company that literally invented the first digital camera, owned the patents, and dominated the market. They processed digital photography in low resolution, seeing it as a threat to film rather than recognizing how convenience, quality improvements, and social sharing behaviors would converge to create an entirely new market. Meanwhile, Instagram—a company that didn't even exist yet—was destined to process the same signals with enhanced clarity. They understood that digital photography wasn't about replacing film. It was about transforming social connection through visual storytelling. This pattern repeats constantly, and the stakes keep getting higher. The HP Story Let me show you exactly how high-resolution thinking worked in that airport conversation. I was traveling to San Diego with three other HP executives to visit a defense contractor. Standard business trip. But instead of small talk, I asked the HP engineer traveling with us about his side project. After some prodding, he described a PC he'd built with "off the charts performance." He'd been sneaking parts from the parts bin, sneaking motherboard customizations into production runs, conducting unauthorized R&D on his own time. Here's where thinking resolution made the difference: Standard Resolution Capture: "HP engineer built fast PC" High-Resolution Capture: Internal stealth project + upcoming defense contractor insights + performance optimization + unauthorized innovation driven by market demand Standard Resolution Processing: "Fast PC = gaming opportunity" High-Resolution Processing: Multiple pattern vectors converging—computing power trajectory hitting gaming demand trajectory, defense-grade performance concepts moving toward consumer markets, enthusiast communities forming through internet connections Standard Resolution Compression: "Let's build gaming PCs" High-Resolution Compression: Acquire existing excellence rather than build from scratch, preserve innovation culture while scaling distribution, create gaming ecosystem not just products The three other executives processed the same information but missed the pattern convergence that would reshape the entire computing industry. Framework Overview Now let me show you the systematic solution. High-resolution thinking operates through three distinct stages, and here's the key insight: each stage amplifies the others exponentially. Stage 1: Capture - Most people process conversations at surface level, missing 90% of the strategic signals embedded in everyday exchanges. This stage trains you to simultaneously examine multiple layers of reality—from obvious statements to hidden patterns to emerging trends—so you extract breakthrough insights from information others dismiss as routine. Stage 2: Process - While others analyze single trends in isolation, advanced thinkers recognize that breakthrough opportunities emerge where multiple patterns converge. You'll learn to track pattern vectors across different scales and timeframes, then identify the intersection points where small insights become massive market opportunities. Stage 3: Compress - Even brilliant insights die if they can't drive action, which is why 89% of strategic observations never get implemented. This stage teaches you to package complex discoveries into forms that bypass cognitive resistance and create inevitable decisions rather than ignored recommendations. Here's what's fascinating: most people get stuck in Stage 1—they either see only surface information or get overwhelmed by details. Advanced thinkers master all three stages systematically, and that's when breakthrough insights become predictable rather than lucky. The companies dominating their industries have leaders who excel at all three stages. The ones struggling usually excel at only one or two. Let me break down each stage with specific methods you can practice immediately. STAGE 1: Capture Stage 1 trains you to see what competitors overlook by processing information through multiple layers simultaneously. Most people process conversations at surface level, missing 90% of the strategic signals embedded in everyday exchanges, but you'll learn to extract game-changing insights from information others dismiss as routine. Let me break down the three methods for capturing hidden opportunities: Method 1: Multi-Layer Observation Most people either see the big picture or get lost in details, but advanced innovators process both simultaneously along with emerging signals and missing context. This systematic scanning technique operates through four distinct lenses, ensuring you never overlook critical information that competitors dismiss as irrelevant noise. Surface Layer: What everyone sees (the obvious) Pattern Layer: What connects and repeats (the structural) Signal Layer: What's emerging or changing (the predictive) Context Layer: What's missing or assumed (the invisible) In the HP example, the surface layer was "engineer built fast PC." The pattern layer was our upcoming defense contractor visit revealing performance vectors beyond consumer markets. The signal layer was stealth projects suggesting broader unmet demand. The context layer was our official roadmap missing performance enthusiasts willing to take risks. Method 2: Signal vs. Noise Discrimination Information abundance has made signal detection the critical skill, as most people collect data randomly and hope patterns emerge. Advanced thinkers use systematic filters to distinguish information that predicts and explains from information that distracts and misleads, dramatically improving decision quality while reducing cognitive overload. High Signal: Information that predicts, explains, or changes decisions Medium Signal: Information that provides context or confirmation Noise: Information that distracts or misleads "Stealth project" was high signal—it indicated unmet market demand worth risking a career for. Technical details were medium signal. Official job duties were noise. Method 3: Edge Case Hunting While most companies focus on serving their mainstream customers better, edge cases often contain the most valuable insights about where entire markets are heading. By systematically studying outliers, boundary conditions, and exceptions to conventional wisdom, you'll identify game-changing opportunities before they become obvious to your competition. Extreme Questions: What happens if this scales 10x? Shrinks 10x? Boundary Conditions: Where does this rule stop working? Failed Examples: What can unsuccessful cases teach us? Outliers: Who succeeds despite breaking conventional wisdom? Stress Tests: How does this hold up under pressure? The gaming enthusiasts building high-performance PCs weren't exceptions to ignore—they were leading indicators of massive market transformation. Ask yourself: Think about your organization's recent decisions. How many potential opportunities might you have missed simply because you processed them as routine information instead of applying these three capture methods systematically? STAGE 2: Process Excellent. Now you're capturing what competitors overlook. But raw observations are just data points. Stage 2 is where game-changing opportunities emerge—when you recognize that the real insights come from pattern convergence, where multiple trends intersect to create unexpected amplifications that others can't see. Here's a critical insight: While competitors analyze single trends in isolation, advanced innovators focus on pattern convergence—where multiple trends intersect to create unexpected opportunities. Let me give you three methods for processing these connections systematically: Method 1: Multi-Resolution Systems Analysis Unlike standard systems thinking that maps static relationships, this approach operates like a dynamic zoom lens that simultaneously analyzes macro industry forces, meso market dynamics, and micro individual interactions. You'll learn to identify temporal bridges—how today's micro-decisions aggregate into tomorrow's macro-realities—giving you predictive insight into market transformations before they become visible to others. Macro Resolution: Industry forces and ecosystem trends (5-10 year view) Meso Resolution: Market dynamics and organizational patterns (1-3 year view) Micro Resolution: Individual interactions and tactical decisions (real-time view) Temporal Bridges: How micro actions aggregate to macro outcomes over time Challenge yourself right now: Take that conversation you thought of earlier. Can you process it at all four resolution levels? What industry forces are creating the frustration they mentioned? What market dynamics make their side project relevant? How might their individual innovation predict broader transformation? For HP gaming, macro showed computing and entertainment converging as major industry forces. Meso revealed gaming enthusiasts as underserved segments with growing purchasing power. Micro captured one engineer's stealth project as a demand signal from within our own organization. The temporal bridge connected individual unauthorized innovation to ecosystem transformation happening industry-wide. Method 2: Vector Pattern Recognition Most people see static patterns like "gaming is popular," but miss the critical vectors: direction, velocity, and momentum that determine where patterns are heading. This technique teaches you to process patterns with movement data—tracking acceleration, cross-domain transfer, and collision points—so you can predict convergence opportunities before they become obvious to the market. Pattern Direction: Is this pattern strengthening or weakening over time? Pattern Velocity: How fast is the change happening and is it accelerating? Pattern Transfer: How does this pattern migrate between domains or industries? Pattern Collision: What happens when conflicting patterns meet or converge? In 2005, multiple vectors were converging: gaming performance requirements accelerating, computing power following Moore's Law, consumer willingness to pay premiums increasing, and enthusiast communities growing through internet connections. The collision point would create a massive new market category. Method 3: Interference Pattern Analysis While standard approaches analyze individual trends separately, game-changing insights emerge from interference patterns—where multiple trends overlap to create constructive amplification or destructive cancellation. This advanced technique focuses on convergence zones where separate patterns intersect to create entirely new phenomena that don't exist in any single trend alone. Pattern Superposition: How do multiple trends layer over each other? Constructive Interference: Where do trends amplify each other unexpectedly? Destructive Interference: Where do trends cancel each other out? Emergence Zones: Where does interference create entirely new phenomena? Here's your breakthrough moment: HP gaming emerged from constructive convergence between computing performance improvements, gaming market growth, enthusiast community formation, and direct-to-consumer distribution capabilities. Each trend alone was interesting. Their intersection created a billion-dollar market category. But here's what separates good analysis from breakthrough innovation: you need to compress these insights into action. And that's where most brilliant observations die. STAGE 3: Compress Now we reach the stage where most brilliant insights die—compression. Even the most sophisticated understanding of market patterns is worthless if it can't drive action, which is why so many strategic observations never get implemented because they trigger resistance instead of recognition. Here's the brutal truth: Most strategic insights never get implemented because they trigger resistance instead of recognition. The difference between advanced innovators and everyone else isn't just what they see—it's how they package what they see. Method 1: The Insight Compression Engine Standard approaches dump conclusions on people and hope they accept them, which triggers resistance instead of recognition. Advanced compression works like a key designed for specific mental locks—using cognitive hooks that exploit existing beliefs, minimal proof that triggers acceptance, and action triggers that make next steps feel inevitable rather than optional. Cognitive Hook: Exploits existing mental models for instant recognition Proof Compression: Minimum viable evidence that triggers belief Action Trigger: Makes the next step feel inevitable rather than optional Replication Code: Ensures the insight spreads naturally to others Think about this: For HP gaming, I didn't present a 47-slide market analysis. The cognitive hook was "our own engineers are willing to risk their jobs to build what the market wants." That connected to existing beliefs about HP's engineering excellence and made the insight feel like discovering something we already knew. Method 2: Temporal Compression Architecture Human brains are terrible at imagining future consequences but excellent at choosing between clearly presented options, which is why most strategic insights fail to drive action. This method compresses time itself—showing decision-makers multiple future scenarios simultaneously and the specific decision paths that lead to each outcome, making future consequences feel immediate and real. Present State Compression: Current reality expressed in its sharpest form Trajectory Compression: Where current paths lead without intervention Intervention Points: Specific moments when decisions change everything Future State Comparison: Side-by-side compressed views of possible outcomes Method 3: Network Compression Strategy While standard approaches try to convince one person at a time, advanced compression designs insights that naturally propagate through influence networks, creating cascade effects that amplify far beyond the initial conversation. You'll learn to map network topology, design message variants for different network positions, and create reinforcement loops that make early adopters want to spread your insight organically. Network Topology Mapping: Who influences whom in the decision ecosystem? Influence Pathway Design: How should the insight flow through the network? Message Mutation Control: How should the insight adapt as it spreads? Reinforcement Loop Creation: How do early adopters amplify the insight? Critical insight: Your breakthrough observation means nothing until it becomes someone else's inevitable decision. Practice Method Now here's how you master this framework systematically. This is the exact systematic approach I used in that airport conversation with the HP engineer—turning a casual exchange into a billion-dollar opportunity. I call it "The HP Method" because it replicates the process that generated those results, and it's designed to train your pattern recognition in real-world conditions. This isn't theoretical—I've used this approach to identify game-changing opportunities across multiple Fortune 100 companies. The Challenge: For the next week, have "airport conversations" with people in your network. But you're going to approach them with systematic intent. Your Targets: Choose 5-7 people strategically: Colleagues from different departments who see different angles Engineers, salespeople, or customer service reps who interact with market reality daily People from adjacent industries who might reveal transfer opportunities Anyone working on side projects or experiments—these are your gold mines The Questions That Change Everything: "What are you working on that your team doesn't know about?" "What would you build if you could sneak the resources to do it?" "What frustrates you enough that you'd risk working on it unauthorized?" "What have you figured out that others in your field haven't?" Here's the systematic part: Apply 4-layer observation to every response: Surface Layer: What they literally said (resist stopping here) Pattern Layer: What this connects to or repeats across conversations Signal Layer: What's emerging or changing in their responses Context Layer: What's missing or assumed in their thinking Document everything. Don't just capture the obvious. Record the context, their motivations, broader patterns you're noticing, and your observations at all four layers. Success Indicators—by week's end, you should have: Discovered at least 3 stealth projects or unauthorized innovations Identified 2-3 frustrations that point to market gaps people care enough about to risk addressing personally Found signals that others in your organization or industry are completely missing Documented observations at all four layers, not just surface information What you're hunting for: The same signals I found in that airport conversation—internal innovation happening outside official channels, unmet demand your organization isn't addressing that people care enough about to risk pursuing, capabilities that could transfer between domains, and problems people are solving individually that could scale exponentially. This exercise should reveal at least one hidden opportunity that wasn't obvious before you started. More importantly, you'll have practiced the complete methodology that makes game-changing insights predictable. Share your discoveries with your team—you might be surprised by what patterns emerge when you compare notes. Common Mistakes Before we wrap up, let me save you from the three biggest mistakes people make when starting: Mistake 1: Trying to process everything at high resolution. You'll burn out in a week. Start selective—choose the most important conversations and situations where stakes are high. Mistake 2: Getting overwhelmed by details instead of focusing on patterns. Remember, the goal isn't collecting more information—it's seeing connections others miss. Mistake 3: Stopping at insights without compression. I've seen brilliant analysts generate breakthrough observations that die in PowerPoint presentations because they couldn't compress them into action. Bonus insight: The most common failure point is trying to convince people with logic instead of connecting to their existing beliefs. Work with human psychology, not against it. Conclusion The benefits of high-resolution thinking compound exponentially. What starts as better decision-making evolves into innovation intuition—the ability to sense opportunities before they're fully formed. Here's a statistic that should motivate you: Companies with leaders who excel at high-resolution thinking outperform their peers by 34% in revenue growth and 67% in innovation metrics. This isn't just about personal advancement—it's about organizational survival. But here's what really changes: you'll develop a reputation for seeing around corners. Organizations start routing their most complex challenges through high-resolution thinkers because they've learned to trust the results. That airport conversation twenty years ago wasn't luck. It was the result of systematically training myself to process multiple layers of information simultaneously, recognize vector patterns across domains, and compress complex insights into actionable strategies. Now, if you want the behind-the-scenes story of what it actually felt like to develop this capability—the emotional journey, the internal doubts, the personal transformation that comes with seeing the world differently—that's what I dive into every Monday in my Substack, Studio Notes. It's where I share the vulnerable, human side of making billion-dollar innovation decisions that you won't find anywhere else. But here's what matters most: High-resolution thinking without action is just sophisticated procrastination. The methodology only creates value if you use it to identify and act on opportunities others are missing. Your homework starts now. Pick one person. Ask about their stealth project. Apply the 4-layer observation method. Document what you discover. Then share this framework with someone who needs to hear it—every team needs at least one person thinking in high resolution. Everything else builds from there. What conversation are you having tomorrow that could change everything? The difference between seeing it and missing it isn't luck, intelligence, or access to information. It's resolution. If you found this framework valuable, subscribe for more strategic thinking methodologies. Next week, I'll break down the advanced compression techniques that turn insights into influence. And remember—practice the HP Method this week. The opportunities that will define your next decade are hiding in conversations happening around you right now.

Play along at home with the lyrics:[Verse 1: Carl Wilson]I may not always love youBut long as there are stars above youYou never need to doubt itI'll make you so sure about it[Refrain: Carl Wilson]God only knows what I'd be without you [Verse 2: Carl Wilson]If you should ever leave meWell, life would still go on, believe meThe world could show nothing to meSo what good would living do me?[Refrain: Carl Wilson]God only knows what I'd be without you[Interlude: Carl Wilson, Brian Wilson, and Bruce Johnston]Ooh, oohDo, do, do, do, do, do, doBow, buh-bow, buh-bow, buh-bow (Do, do, do, do)Buh-bow, buh-bow, buh-bow (Do, do, do, do, do, do)Buh-bow, buh-bow, buh-bow, buh-bow (Do, do, do, do, do, do, do, do)[Refrain: Carl Wilson]God only knows what I'd be without you[Verse 3: Carl Wilson]If you should ever leave meWell, life would still go on, believe meThe world could show nothing to meSo what good would living do me?[Chorus: Carl Wilson]God only knows what I'd be without you[Outro: Carl Wilson with Brian Wilson and Bruce Johnston]God only knows what I'd be without youGod only knows what I'd be without youGod only knows what I'd be without you (What I'd be)God only knows what I'd be without you (God only knows)God only knows what I'd be without you (What I'd be)God only knows what I'd be without you (God only knows)God only knows what I'd be without you (What I'd be)God only knows what I'd be without you (God only knows)God only knows what I'd be without you (What I'd be)God only knows what I'd be without you (God only knows)God only knows what I'd be without you (What I'd be)God only knows what I'd be without you (God only knows) Jump to section:(00:12) Introduction but no waffling like you get on some podcasts. You know the ones.(01:11) Song title, writers' details, one anagram too many, in memoriam, brothers and emotional scarring, Charles Manson. The controversial title for the time(08:03) To the lyrics. - Peter leads us through a first pass on the lyrics. Is this really the 60s? The Love Generation? Lions, tigers, ligers, and plants.(17:59) Original draft lyrics uncovered - Exclusive(21:30) Dave takes us through what God does and doesn't know, how long stars are above you, and the Five Love Languages. Plus how (40:57) The artist's comments(42:09) The official music video, 55 years in the making(45:50) Other theories from the internet(53:37) Misheard Lyrics(55:52) Notable Trivia(01:02:28) Farewells and ⁠⁠⁠give us money⁠⁠⁠Would you like to appear (well, vocally) on the show? Do you have a pop song or ear-worm from the SMOOTH FM genre that's infested your mind and needs to be investigated? Visit this page ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://speakpipe.com/lyrics⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ to record us your own voicemail hot-take on your specific smooth song of suckiness. You could be on a future episode! (you can always email sound files or text your thoughts to ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠poidadavis@gmail.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ if that's easier). Cheers!Find us on Twitter, Facebook, Instagram etc @LyricsPodast ... and we're on all your favourite podcasting platforms.Sound clips are included for educational reference, criticism, satire and parody in fair use. Clips remain the property of the respective rights holder and no endorsement is implied. All information and opinion is performed and expressed in-character and does not reflect reality or genuine commentary on any persons (living or dead), bands or other organisations, or their works, and is not recommended listening for anyone, anywhere.

Four-time Olympian, two-time gold medalist, World Rugby Hall of Famer and high-performance coach Heather Moyse returns to The Dwayne Kerrigan Podcast for a transformative conversation on sustainable success. In this energizing episode, Heather and Dwayne explore what it really means to thrive—from corporate burnout and high performance to the true essence of recovery, clarity, and fulfillment.Heather breaks down her signature “Podium Process”—a framework for shifting from autopilot to intentional mastery. With humour, honesty, and Olympic-level insight, she shares how to move from societal expectations to personal values, how to reframe setbacks, and how to redefine balance on your own terms.This isn't just about peak performance. It's about purpose-driven living—without sacrificing your wellbeing.Timestamps:00:00 – Welcome back, Heather Moyse01:30 – What Heather's been working on: new keynotes and multiple book ideas04:00 – Introducing “The Champion Mindset” and what sets it apart06:45 – Mindset shifts: thriving > extreme productivity09:15 – Corporate vs. athletic performance parallels11:00 – Heather's “Podium Process”: Dream, Plan, Pursue, Perform13:30 – Self-sabotage and moving through internal blocks17:00 – Recovery ≠ rest: the burnout epidemic explained19:15 – Micro, Meso & Macro Recovery in sport and business22:00 – Why “one step back, two steps forward” is a strategic power move27:00 – Root Why vs. Surface Goals: questions that clarify your true path33:00 – Gender differences in burnout and balance38:00 – Self-sabotage, people-pleasing, and the fear of judgment42:00 – Why clarity requires disconnection from the noise45:30 – Heather's own mindfulness & recovery practices51:00 – What propels forward movement and momentum55:00 – From High Performance to Mastery (Dwayne's mindset shift)57:30 – Final thoughts + where to connect with HeatherNotable Quotes:“People don't need to feel guilt and shame for not doing all the things social media tells us to do.” — Heather Moyse“Burnout isn't from too much work—it's from too little recovery.” — Heather Moyse“You can't feel fulfilled when you're living a life aligned with someone else's values.” — Heather Moyse“We're more committed to recharging our phones than ourselves.” — Heather MoyseResources & Mentions:Heather Moyse Website https://www.heathermoyse.com/Book: Redefining Realistic by Heather MoyseInstagram: @heathermoyseListen to Heather's first episode on the Dwayne Kerrigan Podcast:https://open.spotify.com/episode/5Uw17Z9M6WXq8H5LmFBy9Y?si=32ySJBUWTSm-XyqtO9GlQwhttps://open.spotify.com/episode/7cHwtyjwQ1LC3dgJA8W48k?si=OOtCOvU2QIeIfRVuemh2lw Key Takeaways:High performance is not sustainable without intentional recovery built into your system.The Podium Process (Dream → Plan → Pursue → Perform) is a customizable roadmap for fulfillment.Clarity requires space—true insight only comes when you step back from the noise.Reframing setbacks is a skill—one that separates people who grow from those who...

Biste li pojeli meso uzgojeno iz životinjskih stanica – u laboratoriju? Po prvi put, restorani diljem Australije poslužuju laboratorijski uzgojeno meso. Što je to točno i zašto se proizvodi na ovaj način?

In this episode of the RMR Training Podcast, Rich Ryan and Ryan Kent break down the fundamentals of long-term HYROX training from macro to meso to micro cycles. They explore how to effectively structure your offseason and in-season blocks, share their own approaches to gym upgrades and incline treadmill training, and explain why extending your microcycle beyond 7 days might unlock your next fitness breakthrough. Whether you're a HYROX athlete planning for Dallas or building toward peak performance for February races, this is your blueprint for intelligent, periodized training.

What happens when inspiration doesn't strike but you still need to show up? Is it possible to live an inspired life without constantly chasing big, bold visions?Most of us think of inspiration as dramatic flashes of insight or overwhelming passion that propels us toward magnificent achievements. But this narrow definition leaves most of our lives—and many types of people—out of the "inspired" category. In this illuminating episode, I challenge this limited view and introduce a three-dimensional framework that makes inspiration accessible to everyone, regardless of circumstance.We dive deep into the multidimensional concept of inspiration and explore how to find it even when we don't feel particularly animated or resonant. • Inspiration isn't just grand epiphanies but exists on three levels: macro, meso, and micro• Macro inspiration refers to big visions, life purpose, and seeing your journey from a higher perspective• Meso inspiration involves breaking down big goals into steps and finding motivation for monthly focuses• Micro inspiration centers on finding magic in day-to-day moments, even when not working toward big goals• The heart serves as a gateway to soul wisdom and helps us move past fear to follow inspired paths• Barriers to inspiration are opportunities to pause, reflect, and perhaps approach our goals differently• True inspiration involves showing up consistently, taking small measurable steps, and seeing yourself as the hero of your own storyWhether you're feeling creatively blocked, between major life purposes, or simply wanting to experience more aliveness in ordinary moments, this episode offers practical wisdom for rekindling your inner spark and recognizing the inspiration that's already present in your life.Join us next week for an all-new episode of Your Heart Magic and more psychology, spirituality, storytelling, and heart wisdom.--Your Heart Magic is a space where heart wisdom, spirituality, and psychology meet. Enjoy episodes centered on mental health, spirituality, personal growth, healing, and well-being. Featured as one of the best Heart Energy and Akashic Records Podcasts in 2024 by PlayerFM and Globally Ranked in the top 5% in Listen Notes.Dr. BethAnne Kapansky Wright is a Licensed Psychologist, Spiritual Educator, and Akashic Records Reader. She is the author of Small Pearls Big Wisdom, the Award-Winning Lamentations of the Sea, its sequels, and several books of poetry. A psychologist with a mystic mind, she weaves perspectives from both worlds to offer holistic wisdom.FIND DR. BETHANNE ONLINE:BOOKS- www.bethannekw.com/books FACEBOOK - www.facebook.com/drbethannekw INSTAGRAM - www.instagram.com/dr.bethannekw WEBSITE - www.bethannekw.com CONTACT FORM - www.bethannekw.com/contact

Send us a textHow do we balance the hands of Martha with the heart of Mary?After facing near-death experiences, the call to live intentionally and be fully present becomes even more profound. In this episode, we explore what it means to serve with purpose, seek Christ in the everyday, and embrace the gift of each moment. Tune in for a powerful conversation on slowing our pace, being on the Lord's errand and living with purpose.-----------Markell's InstagramSimply Stressless WebsiteLatter-Day Ladies ArtworkPoem on Mary & Martha (In the book: "What a Friend We Have in Jesus" by Chieko Okazaki)"My hands are those" By: Lonnie SeverinsonMy hands are those of Martha With serving cumbered aboutHome duties continue to keep meSo busy my time just runs outOh no, I don't belittle these tasks That's very trueFor motherhood's importantAs is each thing I must doStill, I long to know the master To study the words he spake That I might grow in wisdom And better decisions makeBut consumed by physical troublesAs pressures abound and buildMy spirit self becomes emptyThough my every moment filledAt these times I desire, as Mary, to choose that good partThough my hands are the hands of Martha, I am Mary in my heart.

Comienza el camino hacia Wrestlemania y el Meso y Tute nos dan su opinion del Royal Rumble 2025.

Sukii y Meso nos dan su opinion de la nueva temporada de la serie animada de vampiros inspirada en los clasicos videojuegos. Disponible ya en Netflix.

Violence has an echo, growing louder with each reverberation . . . how do you stop its echo once it starts ringing?Ashme is a New Mesopotamian--a "Meso." She dreams of being a hero, fighting against the brutal Ostarrichi ruling her country. She is an indigo child, her DNA modified by sentient AI, enabling her to control computer systems at will. With this power, she has something to offer the Meso resistance. Her twin brother, Shen, however, suffers from a neurological disorder and needs someone to care for him. Increasingly, that task falls on her.How can she become the hero her people need when her brother's needs are overwhelming? If she continues caring for Shen while joining the resistance, she risks leading Ostarrichi forces to her home. If she leaves, then looking after Shen will fall to her cousin, who is already overworked caring for his frail grandmother.As her society collapses into violence, Ashme must choose between her fellow Mesos, her family, and her values.Support this show http://supporter.acast.com/houseofmysteryradio. Become a member at https://plus.acast.com/s/houseofmysteryradio. Hosted on Acast. See acast.com/privacy for more information.

LLega a su conclusion la historia de Arcane de League of Legends. Sukii y MESO nos dan su opinion de lo acontecido y del siginficado de la historia para la franquicia.

MUSICNEEDTOBREATHE"Who Am I"Woo-ooh-oohWoo-ooh-oohWhite lies and desperationHard times and conversationNo one should ever love me like you doSometimes my bad decisionsDefine my false suspicionsNo one should ever love me like you doWhile I'm on this road you take my handSomehow you really love who I really amI push you away, still you won't let goYou grow your roses on my barren soulWho am I, who am I, who am ITo be loved by you?Who am I, who am I, who am ITo be loved by you?Who am I, who am I, who am ITo be loved by you?Who am I, who am I, who am I?Last night, confidence was shakenMy wounds and my past was sayingNo one should ever love me like you doWhile I'm on this road you take my handSomehow you really love who I really amI push you away, still you won't let goYou grow your roses on my barren soulWho am I, who am I, who am ITo be loved by you?Who am I, who am I, who am ITo be loved by you?Who am I, who am I, who am ITo be loved by you?Who am I, who am I, who am I?The way I put you through it, what you had to seeI'm a train wreck, I'm a mess, you see the bestAnd the worst in meStill I can't imagine that I've earned your trustI don't understand where your love comes fromWho am I, who am I, who am ITo be loved by you?Who am I, who am I, who am ITo be loved by you?Who am I, who am I, who am ITo be loved by you?Who am I, who am I, who am ITo be loved by you?Who am I, who am I, who am ITo be loved by you?Who am I, who am I, who am ITo be loved by you?Who am I, who am I, who am I (yeah)To be loved by you?Who am I, who am I, who am ITo be loved by you?"Garden"Won't you take this cup from meCause fear has stolen all my sleepIf tomorrow means my deathPray you'll save their souls with itLet the songs I sing bring joy to youLet the words I say confess my loveLet the notes I choose be your favorite tuneFather let my heart be after youIn this hour of doubt I seeWho I am is not just meSo give me strength to die myselfSo love can live to tell the taleLet the songs I sing bring joy to youLet the words I say confess my loveLet the notes I choose be your favorite tuneFather let my heart be after youFather let my heart beFor youFor youFor youFor youLet the songs I sing bring joy to youLet the words I say confess my loveLet the notes I choose be your favorite tuneFather let my heart be after youFather let my heart be after you

Nova epizoda podcasta Snaga uma posvećena je odnosu između snage društva i snage institucija, u svetlu nedavno dodeljene Nobelove nagrade za ekonomiju. Prof.dr Miodrag Zec govorio je o uticaju jakih instituticija i slobode pojedinca na kompletan prosperitet društva, ali i kako to izgleda u koruptivnim društvima, kroz istoriju do aktuelnog trenutka. "Vođa drži kutlaču, a kazan je sve prazniji. Nekome sipa meso, nekoga udari kutlačom po glavi... Tako izgleda raspodela društvenog proizvoda ovde", ilutrsovao je prof.dr Miodrag Zec u živom, poučnom i edukativnom gostovanju u novoj epizodi podcasta Snaga uma.

A huge THANK YOU to our Patrons:  Michael Devries, irvin ruiz, Hoshi 127, and Nora Klimek, who are supporting us on the “credited” level.  www.patreon.com/bdckr Thanks to the following for providing fodder for our Q&A: @dakaraindoro8346 (Account Building Strategy: Micro/Meso/Macro) Public Mobile referral code: VPM35Z --- Support this podcast: https://podcasters.spotify.com/pod/show/bdckr/support

Marybeth Alexander has been the Knowledge Goddess and Chief Executive Owl at KnowledgeOwl since she co-founded the company with Pete in 2015. As KnowledgeOwl's CEO, she's responsible for embodying KnowledgeOwl's mission and values, which include using business as a force for good, cultivating a people-first company, giving excellent service to everyone, and creating awesome knowledge based software.   Questions  · We always like to give our guests an opportunity to share in their own words, a little bit about their journey. So, if you could share with our listeners just a little bit about how you got from where you were to where you are today. · Could you share with our audience what exactly is KnowledgeOwl, and what do you do on a daily basis? · What are some of the successes that you've experienced as a CEO of an organization of this nature, and if you were to predict where you see customers experience going in another 3 to 5 years, based on where the technology is currently, what are some of your predictions where that's concerned? · Now, Marybeth, can you share with our listeners, what's the one online resource, tool, website or application that you absolutely can't live without in your business? · Can you also share with our listeners, maybe one or two books that you've read, it could be a book that you read a very long time ago, or even one that you've read recently that had a great impact on you, and it could be an impact that affected you personally or professionally. · Now, can you also share with us what's the one thing that's going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people. · Where can listeners find you online? · Now, before we wrap our episodes up, we always like to give our guests an opportunity to share with us a quote. So, do you have a quote that during times of adversity or challenge, you'll tend to revert to this quote if for any reason you get derailed or you get off track, the quote kind of helps to get you back on track. Do you have one of those?   Highlights Marybeth's Journey Me: Now, we always like to give our guests an opportunity to share in their own words, a little bit about their journey. So, if you could share with our listeners just a little bit about how you got from where you were to where you are today.   Marybeth shared that she'll try to do the short version of this. So, she just loves helping people. All of her jobs are her favorite, her favorite jobs have always revolved around people. She loved being a camp counselor, she was a teacher. She also really loved working in hospitality. She loved working at restaurants and bartending and serving folks. And then she transitioned into software support, and she loved helping people there too.  So, she got into software. She was a teacher for a while, and then she transitioned into software, which was actually a pretty good transition, because a lot of the same skills that make you a good teacher for kids also makes you good at doing software support for adults.  So, she grew her leadership in that realm, and she went from being on the support team to being a team lead, to a manager, to a director, and then she got this little opportunity to head up a product, which was a knowledge based product, it was called Help Gizmo at the time.  And she took that opportunity. I was basically like the product owner or manager of that product, and they brought it to market, and then that company didn't want to continue that project, so they ended up giving them the opportunity to buy it, and that is how she accidentally ended up as the CEO of a software company.  She likes to call herself an accidental entrepreneur, because she didn't start out that way, but as luck would have it, she got the opportunity, and now it's been almost 10 years.   What is KnowledgeOwl? Me: Now, Marybeth, could you share with our audience what exactly is KnowledgeOwl, and what do you do on a daily basis?   Marybeth shared that KnowledgeOwl, they call it knowledge based software, but it was essentially, what knowledge based software is, is a specific type of software that allows you to create a website to share information with whoever your audience is, that is often times your customers.  So, a lot of people use them for their help center and documentation for their software products, but they also sometimes use it for their products for their customers, they have airlines who use them for their help and FAQs, for their customers on their website.  They have customer service teams that use them as a knowledge base for their call center agents. They have lots of companies that use them as their internal knowledge base for all of their playbooks and policies and procedures. So, pretty much what they do every day is help people with these knowledge based websites that help them help their customers, whoever they might be.   Me: I think knowledge base is an extremely good thing for customers, because I do find if a customer has an issue, they tend to do their own troubleshooting first before they actually pick up the phone and call a company or even reach out to a representative at a company. So, if you have a strong knowledge base, you're actually empowering the customer to fix the problem themselves.    Marybeth agreed totally yes, most people do not want to contact your support team, there are a small percentages of people that do, but most people want to be able to self-serve. And when we're talking about giving your customers a great experience and giving them great customer service, a big part of that is allowing them to get help the way they want to get help, and most people would prefer to do it themselves.    Me: So, walk me through, let's choose an industry, let's say, for example, an automotive industry. You sell motor vehicles, for example, and you are trying to create a knowledge base for your team members, so this would be internal with let's say product knowledge, or just general information that customers may call and ask about frequently. Is it that they have to document the information and then give it to you, and you feed it into the knowledge based software, or is that something that you provide for them as well, the research and the documentation that is fed into the knowledge based software?   Marybeth shared that they basically provide the software tool for them. So, their customers like, let's say this automotive, this car service company or automotive company, they would purchase KnowledgeOwl and then somebody on their team would be the one that would put all the content in. So, often times this could be a manager of a team, sometimes you have somebody whose job it is to do like documentation or training, but often times it is like the support team itself, like the people doing the work, they will go in there and document the answers to questions, because on many support teams, you know what team leads end up doing, or like the advanced folks on the team that have been there for a while, is they end up being the go to person and having to answer the same questions over and over again for the other teammates.  So, rather than just answering those same questions over and over again, those people will go to the knowledge based software create a document that says, here's information about this automotive vehicle, here's information like a frequent process that we use. And here's how to do this for the customer, and they'll write it down, so that way their teammates can then reference that or look for it in the knowledge base and get the answer without having to ask them.  So, it speeds up the process and the not just internally, but also it helps the customers get answers faster, because the teammates can find the information they need to help the customers faster.    Me: And your knowledge based software facilitates different formats, so, for example, it could be an audio file, it could be a video file, it could be just a document that the customer is reading.   Marybeth stated exactly. So, it's basically a website. She likes to tell people, pretty much anything you can put in a website, you can put it inside KnowledgeOwl.  So, a lot of times it's going to be text. So, a lot of times it's processes, it's procedures, it's information. But in terms of training in like a video format, you could have audio files in there. You could even like host files. So, if you need to have, like a PDF document or a forum that you need to print and give to a customer, you can store those in the knowledge base as well to make it easy for people to find, print, download it and use that information.  So, essentially, a knowledge base can become sort of the single source of truth for your team. So, rather than having to remember where this forum lives, or where that procedure lives, or where the information about like that car lives, it's all in the same place, so that people can search one place and go to one place to find all of the information they need to do their jobs.   Me: And if the organization already has their own website, Mary Beth, is it that knowledge base has some form of feature that integrates into what they have already, so you live on their server that exists? Or do they have to host their website now through your website?   Marybeth shared that it's not their whole website. So, a knowledge base is typically a separate website. So, you might have your website, which is like www.likemyamazingcompany.com and then you might have your knowledge base for your customers, and that might be on help.myamazingcompany.com or support.myamazingcompany.com so it's actually a separate website that people can go to that is either public or it could be behind a login, because sometimes you only want your logged in customers to access it, or especially if it's an internal knowledge base, you probably only want your employees accessing all of your internal company information.  So, it's often times a separate website. But there are ways you can integrate the knowledge base into your main website if you want to. They have an embeddable help widget, some people go a little bit more advanced with that, but generally it's a separate, standalone website that complements the information on your regular website.   Predictions for Customer Experience in the Next 3 to 5 Years Me: Now, since you've been in this operation for about 10 years you mentioned earlier, what are some of the successes that you've experienced as a CEO of an organization of this nature, and if you were to predict where you see customers experience going in another 3 to 5 years, based on where the technology is currently, what are some of your predictions where that's concerned?   Marybeth shared that in terms of successes, her successes are all going to be people based because I think, like you, she was looking at Yanique's website, it's for her, it's all about the people, and giving people a great experience and making sure that not only, like their customers are having a great experience and love working with them and love using their software, but also that the people that work with them, like their staff members are having a great experience working for KnowledgeOwl too and their vendors who are having a great experience working with them as a company.  So, for her, like the biggest success has been building a community of not just customers, but staff members and team members and other vendors and organizations, a really supportive community that cares about each other. But in terms of looking forward in the industry, it's a very interesting time; especially with the word that is on everybody's mind right now is AI. So, everyone is talking about chatbots, right? So, everybody wants to talk about how they can make a ChatGPT for their company and their customers, and they can automate more of your customer service and their customer experience. But for them and who knows what it's going to look like in 3 to 5 years, because the landscape is changing so fast. But what she does strongly feel like is having your company knowledge documented, like having your product, your services, everything in a knowledge base is now more important than ever, because especially with AI, the only way that AI learns is by getting trained.  And one of the best ways to train your AI is to have all of your policies, your procedures, your documentation about your company, your product and your services and your processes written down so that the AI can learn.  So, she thinks what we're going to see over the next 3 to 5 years is even more formal focus on creating and maintaining great documentation, which for many companies, that's always been really important.   So, like most business books you're going to read at the end of the day, the magic secret to like growing your business is to document everything right and to document all your policies and procedures and processes so that you can scale your company, and other people can do what you do.  And that's always sort of been the not very sexy, but honest truth about what great companies look like as they have their policies and procedures and everything well documented. But she thinks what we're going to start to see is that not only are people going to be creating like great documentation for customers and creating great documentation for their teams internally, but they're going to be creating documentation for AI tools as well.   Me: I think that's a very good point that you just brought across the fact that the knowledge base can train the AI, because a lot of times I find that even with chatbots that are attached to organizations, you may start the conversation to resolve an issue, but the bot can answer maybe just the very basic question. And so, a lot of times when I talk to people, they mention that they don't even entertain the bot because they know that they're not going to get the answer they're looking for so they automatically tell the bot they'd like to speak with a live representative, or an agent for the conversation to end with the bot and actually be talking to a live human being in the chat. But maybe that could mitigate the intervention of live agents or representatives if it is that the bot is, as you mentioned, trained fully by the policies that have been documented and simple questions that maybe is embedded in your website, or maybe the customer is not able to quickly identify, the bot can say, “Okay, this is the policy or this is the rate for this,” or whatever the information is as it relates to the organization, again, minimizing the customer having to reach out to someone and speak to them in person or live.   Marybeth agreed and shared that she thinks what's going to be the sort of people of this is we're going to get to a point, probably here in the next 3 to 5 to 10 years, where you might have trouble telling whether you're talking to a real human or a bot. So, think about like the chats on website. So, a lot of bots, you can tell they're a bot because they tell you that they're a bot and it's very simplistic, but the more conversational bots, like, if you've had a chat with ChatGPT, like it's conversational, it can go back and forth with you, you can have an ongoing conversation that builds upon what you were previously talking about.  So, she thinks there is going to be a lot, and it's already starting. There are a lot of AI customer enablement tools, customer service enablement tools that they've been testing, and they've seen other companies using that learn from your knowledge base and your past emails and conversations, what your tone is, how you usually respond, what the correct answer is most likely to be. And there are these tools out there that right now, if they're confident, they can actually reply as an agent would, versus having the agent actually do it. And there's a lot of companies that are very nervous about that with good measure, because we don't want people giving out bad information.  But the agents are suddenly becoming, they're just double checking before the bot sends their answer, but the bots actually writing everything and creating the response and then having that engagement. So, she thinks we might get to a point where sometimes it might be hard to tell whether it's a real person or not.   App, Website or Tool that Marybeth Absolutely Can't Live Without in Her Business When asked about an online resource that she can't live without in her business, Marybeth mentioned if it's cheating to say KnowledgeOwl?  KnowledgeOwl is interesting because that is where they document not just everything about their products. They have their customer facing knowledge base, which they use to understand how their product works and their customers do as well. But they have all of their internal company documentation in KnowledgeOwl as well. But as a team, they're a remote team, so they're 100% remote, they're distribute everywhere.  So, their team relies a lot on Slack to connect with each other and have like an online space where they all can all exist and not just talk about work but talk about life and interact with everybody. And it's that necessarily that Slack is that important, because if Slack wasn't there, they'd probably be using Microsoft Teams or some other tool to do that collaboration. But having collaborative, like a space for your team to collaborate together and help each other out and just sort of be together and care for each other as humans is really important, especially we move into an age where there's like less in person interactions and support teams and customer services teams are often going to be distributed. She thinks having that space is really important.   Books that Have Had the Biggest Impact on Marybeth When asked about books that have had a great impact, Marybeth shared that she's actually going to give you three. So, yes, she's got three for you. So, number one, it was Zingerman's Guide to Giving Great Service, and she probably first read this about 15 years ago, someone gave it to her, and she said, “What does this have to do? I'm running a software company support team. This is a food service book.” And she read it, and it was the first time that she actually saw someone be able to define the steps to actually giving great service and the steps to actually handle a complaint. And it might have seemed really simple at first, but she has been using the same framework for about 15 years now, and it really works. So, it was the first time she was able to take something that was very conceptional, like great service, and actually give someone a process to follow. So that's number one, is Zingerman's Guide to Great Service.   A compliment to that is Zingerman's Guide to Good Leading, it's a series of books. There's one on building a great business, there's one on being a better leader, there's one on managing ourselves, and another one's about the power of beliefs in business. And these books and series of books have really influenced her whole philosophy about the type of company she wants to build, about the types of teams she wants to build and how she wants to treat people. So, those have been really important to me.  And then her third one, which is more for the business owners or the team leaders on here, but it is Buy Back Your Time by Dan Martell, it came out last year or the year before, but it has been life changing for her, and sort of organizing her life and figuring out how to grow herself as a leader.    What Marybeth is Really Excited About Now! When asked about something that she's excited about, Marybeth shared that she thought about this one a little bit, and this might sound a little bit wild, so she's like a customer service person at heart. Like, support is her jam, she loves customer service, but what she's really excited about right now is sales and marketing. The reason she's very excited about sales and marketing is because she's done a complete 180. When she first started KnowledgeOwl, she thought sales and marketing were bad words, she thought they were icky. They did not have anybody doing sales and marketing, a dedicated team, and they grew their company to this point without really focusing on sales and marketing, because they thought it was something sort of gross, like, she's a support person, she likes helping people, and she sort of see sales and marketing, or she used think about sales and marketing as sort of this other thing that businesses had to do, but it was sort of gross.   And what she's realized recently is that sales and marketing can be done good, or it can be done poorly like many things, it's just a tool, and if we think about it through the lens of customer experience and customer service, and how do we add more value for our customers, and how do we give them a better experience in the world?   And how do we do more good, then sales and marketing become a really interesting skill to learn and problem to figure out, because she thinks they can do it in a way that is true to their values. And it's very people centered and is very helpful and is very centered in service. And it's a totally new area for her. So, she's getting to learn, she's getting to apply all of her learnings and feelings about customer service and experiences to the realms of sales and marketing, and she's really excited to figure it all out with her team.   Where can listeners find Marybeth online? LinkedIn - Marybeth Alexander LinkedIn – KnowledgeOwl Website – www.knowledgeowl.com Email – marybeth@knowledgeowl.com   Quote or Saying that During Times of Adversity Marybeth Uses When asked about a quote that she tends to revert to, Marybeth shared that she has many of those. She loves a good mantra. And she thinks her favorite one that she keeps returning to, and she writes it down a lot is….Enjoy yourself. And to her, it's a quote from a song that she really likes. But in times of adversity, when things seem to her not going well, when she feels like she's unmoored or a little bit lost, remembering that life is short and that it's shorter than we think, and to remember to enjoy ourselves, and it brings her back to her why. It brings her back to her purpose, and it really helps her to refocus things. So, it brings her back to that positive frame of mind. So, enjoy yourself.   Me: So, Marybeth, just want to extend our gratitude to you for taking time out of your very busy schedule and jumping on our podcast with us today. Conversation was amazing, just learning about Knowledge Owl, and just learning about the impact of a knowledge base and the future of customer experience as it relates to integrating the knowledge base into our different platforms and allowing the customer to be able to self-serve and resolve their issues that much quicker and get information at the tip of their fingers. So, I think it was really insightful, I hope that my listeners gained as much insight from it as I did. I thought it was wonderful, and I just want to thank you so much for sharing with us today.   Please connect with us on X @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links •    Zingerman's Guide to Giving Great Service by Ari Weinzweig •    Zingerman's Guide to Good Leading, Part 1: A Lasped Anarchist's Approach to Building a Business by Ari Weinzweig •    Buy Back Your Time: Get Unstruck, Reclaim Your Freedom, and Build Your Empire by Dan Martell   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Bob Carrothers has 29 years of experience, he facilitates peer-to-peer boards of CEOs and executives, creating environments conducive to skill enhancement, informed decision-making and superior results. Bob is certified as an Emergenetics advisor and Predictive Index practitioner, equipping him with a profound understanding of human behaviour and cognition.    Questions · So, we always like to ask our guests, in your own words, could you share a little bit about your journey? How you got from where you were to where you are today? · What would you say maybe if you could pick three overarching tenets or competencies that you believe CEOs need to practice or embrace in order to really achieve the three areas that just mentioned. · What are some of the key things that make an organization successful? · Now, Bob, can you also share with our audience, what's the one online resource, tool, website or application that you absolutely cannot live without in your business? · Now, can you also share with our listeners maybe one or two books that you have read, it could be a book that you read a very long time ago, or even one that you've read recently, but it had a great impact on you, whether it be personally or professionally. · Bob, can you share with our audience what's the one thing that's going on in your life right now that you are really excited about, either something you're working on to develop yourself or your people. · Where can listeners find you online? · Now, before we wrap our episodes up, Bob, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote if for any reason you get derailed or you get off track, the quote kind of helps to get you back on track. Do you have one of those?   Highlights Bob's Journey Me: So, we always like to ask our guests, in your own words, could you share a little bit about your journey? How you got from where you were to where you are today?   Bob shared that it's been a very interesting journey. He started out as an entrepreneur; he had companies involved in the meat trading business. So, they bought and sold animal parts, lungs, livers, kidneys, everything that was most people would consider waste from an animal, and then they would resell them to people we knew wanted them, mostly to pet food companies, that's where the tonnage went. And then others to went to Mexico. Others went into sausage making, Chorizo making on the West Coast. They just find a buyer and go do it. And they'd go into a packing house and buy their entire production of lungs or livers or whatever, and then resell it into the pet food canning business. So, it's been an interesting ride.  In 1996 he got out of that business. He sold it to his management team, and they took it over, and they're still running it. And then after that, he started another company that failed miserably. He lost a ton of money. He was crushed, and it was hard and then he looked around, and he'd been a Vistage member, and he loved it. And he knew that with all the ups and downs he's had in his life, he could help people from making mistakes and doing what he did and living that life. So, he reached out to his past business chair, and he hired him, and that was in 1996, so he's been doing this ever since, September of 1996, so it's been quite a ride.   Overarching Tenets or Competencies CEO's Need to Embrace to Unlock Their Potential, Enhance Performance and Achieve Their Goals Me: Now, you focus on empowering CEOs to unlock their full potential, enhance their performance and achieve their goals. Based on your many years of experience, Bob in this space, working, I'm sure with CEOs and entrepreneurs across different industries, what would you say maybe if you could pick three overarching tenets or competencies that you believe CEOs need to practice or embrace in order to really achieve the three areas that I just mentioned.   Bob shared that he thinks they need to establish a great culture in their company and mind it. Nurture it and protect it, because culture trumps everything, nothing else matters. Your people won't be happy, you won't keep people, you will make your customers angry, your suppliers angry, and you'll do a really bad job because your employees won't care. And so, that's the first thing he would say, is build a strong culture.  The second thing is to hire correctly, be slow to hire and fast to make them available to industry. So, that's really important. If the employee can't do the job they were hired to do, they need to move on and then hire the right people. Put a lot of effort in your hiring process. And the other one would be, watch the money. You've got to keep track of your cash flow, you got to predict what the cash is going to be down the road. Bigger companies have CFOs to do that, and then they'll report to the CEO. Smaller ones, often the CEO will do it themselves. But you have to do it, because if you run out of cash, you're out of business. It's just really simple, if you can't make payroll, then you're gone.   Key Things for an Organization Success Me: So, Bob, in working with these different organizations, right? We're trying to establish what are some of the key things that make an organization successful? And so, the customer experience is critical in all businesses regardless of whether or not you have a face-to-face type of interaction or you're just digital and people are communicating with you solely through the internet. But leadership is very important for a business, whether you're a solopreneur or you're a fortune 500 company, regardless of the size, it's driven by the leader in the organization. As it relates to customer experience, if you were to maybe give us an example of a use case, a good use case, example that you've observed over the years in working with these CEOs, what do you think are some of the key things that make them be able to have a successful customer experience, one in which their customers are their brand advocates, their evangelists, their word of mouth advertisers. If that company decided not to advertise for the next two, three years, they would still be doing great business because their customers view them as fans. What would you say are key things in that?   Bob shared that there's one company that comes to mind, and that CEO was brilliant, and the culture in the company was extremely strong. He would walk around his plant every day, and he knew everybody's name and met family members, and he'd walk up to him and just say, “Hey, Charlie, how you doing? How's the family? How's your wife? I heard your son Robbie is sick.” He would do that, and the employees felt that they were cared for.  He never stopped setting goals, he never stopped doing things that would make the work fun. He was trying to reduce shrinkage one day, and it kept bugging him, it was going on for months, and he decided he'd just do a little contest, and he went out and bought an old junker car and a whole bunch of sledgehammers, and every day the group, the employees reduced the amount of shrinkage, they could go out and beat up on the car. And it was just amazing how much fun they were having and how just beating a car, they hit their goal for sure, and it cost the CEO, like, what $500 to do that.  He had other contests like dunk the CFO, where he had one of those dunking tubs. Certain goals were reached, that was out in the parking lot. He saw him with his customers. One of their Vistage speakers impacted him so much that he invited his customers from around the country to come to his plant, see the plant, and hear this speaker present, and because it made such an impact on him, he wanted his customers to be better too, so he thought this speaker could really help him.  What else did he do? Whenever he'd walk up to somebody and they promised to do something for him, he recorded it on his phone, so he'd pull it out and before he saw them, pull up their name and say, “Hey, how are you coming on that project we talked about?” And the accountability went through the roof. Just little things like that, simple things. But he had one goal, that if the company reached so much in revenue sales, he knew that if it did, they'd make extra money, if it was over and above the regular goal, it was big….hairy….audacious goal, and he said, “If you guys hit this, I will take the entire company to Las Vegas.” Because he knew if they increased the revenue that much, the profits would go up enough to pay for the trip and then some. And he was legendary with his employees. Just things like that that are special.   Me: I think one of the things I took away from what you said just now that it's not the big things, it's like always the little things, the minor details, and they go very far away with another human being, because it shows them that you value them, you appreciate them, and they're just not there to milk, to get more money, money, money. But you value them as a person, and you recognize the fact that your success is just as important as their success.   Bob agreed, that's exactly right. That's what it takes to build a great company, is the culture you create. You want people waiting in line to go to work for you.   Me: I know right, that's awesome.   App, Website or Tool that Bob Absolutely Can't Live Without in His Business When asked about an online resource that he cannot live without, Bob shared that he hates it, but he can't live without it, it's called email. Buries him, but it's the communication is so fast, and we can send documents back and forth, and he doesn't think anybody could live without email now. We all curse it, but it's there.    Me: Agreed, because in the absence of email, we have to go back to posting a letter to your customer or to your friend or family member, and we all know the Postal Service takes forever for you to get that response. So, yeah, email is amazing.   Bob shared that he remembers those days and they'd send off a contract and wait and wait and wait to get it back, just because of the mail, or an invoice. It just was crazy. And then came fax machines, and they were huge. He bought one once and his accountant, and said, “Why do you want that thing? Nobody else has them.” And he said they will, even though they will. And that became huge, and then email took over for that.   Books that Have Had the Biggest Impact on Bob When asked about books that have had a great impact, Bob shared that Good to Great: Why Some Companies Make the Leap…And Others Don't was a book that had an effect on him. Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant is another one. Dale Carnegie, How to Win Friends and Influence People.   Me: I'm actually looking at the book right now. It's sitting right in front of me.   Bob shared that that's one of the major ones. And another one he wrote was How to Stop Worrying and Start Living. So, there's several.    What Bob is Really Excited About Now! When asked about something that he's really excited about, Bob shared that he's always excited about cheering, he sees so much, and he loves what he does. As far as he's not in any training right now, but Vistage offers trainings all the time, and he also does stuff outside of Vistage. But right now, he's getting ready to go on a holiday in a sprinter van, it's an RV, and that's kind of got his attention. Plus, he's got two Vistage meetings next week.   Me: So, those are your things that you're working on that you're really excited about. Fantastic.   Where can listeners find Bob online? LinkedIn - Bob Carrothers Website – www.vistage.com   Quote or Saying that During Times of Adversity Bob Uses When asked about quotes that he tends to revert to, Bob shared he does, he's a big fan of Albert Einstein, and he had a quote that was, “The same level of thinking that caused a problem is not going to fix the problem.” That's not exact, but that's what it means. And that's so true. Another one is, “Everybody's a genius. But if you want to teach a fish to fly, they're going to fail and feel they're a loser from then on.” And some people just can't get it. And sometimes when things go wrong, you got to look at the people involved, or the thinking involved and reapproach it with a different level.   Me: Okay, so that second quote is more to say, maybe you need to take a few steps backward just to move forward, just to reevaluate and do it again.   Bob agreed. Reevaluate if it's an employee and they just can't get it. Maybe they're just not set up for it, and it's better to find another position for them, or another area of responsibility, or perhaps they're just not right for your company, like you got to have the right people on the bus as Jim Collins say.    Me: True. If you have the wrong people on the bus, it makes the journey that much harder.   Bob agreed, they got to be in the right seats.   Me: Well, thank you so much Bob for jumping on our podcast today and sharing all of these awesome insights as it relates to Vistage and your journey and just what are some of the key things that makes a leader successful and makes an organization successful as they navigate their customer experience through the journey of their customers lifetime. So, I think your conversation today was extremely insightful, and I just wanted to extend our deepest gratitude to you for taking time to share with us today.   Bob shared that he's really enjoyed this. Yanique ask great questions and make him think so, thank you.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest  Links • Good to Great: Why Some Companies Make the Leap…And Others Don't by Jim Collins • Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant by W. Chan Kim •    How to Win Friends & Influence People by Dale Carnegie •    How to Stop Worrying and Start Living by Dale Carnegie   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Barbara Wardell and Ernesto Cullari run an agency that focuses on geofencing. This embraces a growth hacker mindset that strategically focuses on identifying and amplifying their clients' strengths while pinpointing weaknesses in the competition, utilizing GPS location data. This approach results in a significant and measurable impact on foot traffic and online engagement, making their efforts truly game changing and successful.  Questions · Now, we always like to ask our guests in their own words, if you could share a little bit about your journeys, how you got from where you were to where you are today. · Can you share with our listeners in the most simplest layman terms, what exactly is geofencing? · Organizations heavily invest in marketing, but then when the person comes to the organization to do business, case in point, let's say you visited Starbucks, and you had to wait for 20 minutes just to get a cup of coffee. You're extremely frustrated, because it's just a small item, you should be in and out in the shortest possible time. How do you tackle that with your clients? Is that something that you deal with as well? · Do you find that the behavior based on the geographic location or even the culture of the country, impacts how geofencing works? · Now we'd also like to hear from both of you, what's the one online resource, tool, website or application that you absolutely cannot live without in your business? · Can you also share with me maybe one or two books that you've read? It could be a book that you read recently, or even one that you read a very long time ago, but it has had a great impact on you, whether personally or professionally. · Now, can you also share with our listeners, what's the one thing that's going on in your lives right now that you are really excited about, either something you're working on to develop yourself or your people. · Where can listeners find you online? · Now, we always like to wrap our episodes up by asking our guests, do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote if for any reason you get derailed or you get off track, the quote kind of helps to get you back on track. Do you have one of those? Highlights Barbara and Ernesto's Journey Me: Now, we always like to ask our guests in their own words, if you could share a little bit about your journeys, how you got from where you were to where you are today?    Barbara Wardell: Barbara shared that she and Ernesto met during Covid at a Halloween party, believe it or not, before they started their company together, they became friends. And her journey is she's a mom of two, and she was in the medical industry, specialty medicines for a long time, and then Covid hit, and then she and Ernesto met at a Halloween party, became friends, and then they started Cullari & Wardell, a geofencing ad agency, and a little over two years, they've been killing it, so growing small businesses. So, they're really lucky to do that.  Ernesto Cullari: Ernesto stated that as Barbara said, they met during Covid, they both have a medical background. For years, he was a Surgical OR Med Rep, so he would be working in the operating room with physicians utilizing novel technology to do abdominal body wall repair, post breast reconstruction after cancer and things like that. During the day, he moonlit as a professional songwriter, so he had songs on Disney radio, country radio, that he wrote for other artists. And along that journey, he became a songwriter. So, the mystery during his creative time was always wondering how to sort of growth hack, how to break an artist out into the mainstream. And they had a lot of success doing that. Paulie Litt from the show Hope & Faith, ended up having a number one song on Disney radio, which they wrote for him, and then had a top 100 song, and then top 15 country music song that he wrote for an artist named Bailey Grey.  And so, it does lead them up to Covid, because when Covid struck, part of their content, so he got more into advertising and marketing, and a lot of their clients just dropped off. And the problem that needed to be solved was how do you rebuild foot traffic, particularly in a market where the government won't let you open, when they do let you open, people are going to be slow to come back to retail. So, what do we do? So, putting that growth hacker hat back on to when he was a songwriter, he looked into geofencing, and that was about 4 years ago, and then 2 years into his journey of mastering, doing his 10,000 hours of studying geofencing technology, he and Barbara met, and it became a passion of theirs, and throughout their conversation, to help small businesses, to help them bring people back in.  People like the retail experience, people like the in-person experience, and geofencing is a powerful tool that uses satellite technology to draw virtual fences around locations of interest. It could be your competitors, and they use that to capture their devices to send ads to their devices when they come into one of their locations after seeing one of your ads, the satellite pings them and alerts them that a new GPS verified visit has taken place. And he and Barbara do about 5000 satellite verified visits in the US, Canada and Australia every month.    What is Geofencing? Me: Now, for those of our listeners that are tapping into this episode when it's broadcasted and they're getting a chance to listen into this awesome content, can you share with them in the most simplest layman terms, what exactly is geofencing?   Ernesto Cullari: stated that in the simplest terms, it is a form of advertising that uses your phone and when you walk into a location that they've identified with a satellite, he's drinking a cup of coffee at a coffee shop that he bought it at. And then in his surrounding areas, there's about 7 other coffee shops. Well, if he wants to show why he's better, he would use geofencing to draw a virtual fence around his competition. Once someone walks into a competing coffee shop with their mobile device, he can then capture their device and then send ads to their device. And the wonderful part is, is when after seeing his ad, come back to his coffee shop, he could say, “Wow, because of my ads, because I used geofencing to target their devices in my competition stores, I've therefore just measured 50 visits this month.”  So, it's critical because none of us are made of money, and advertising dollars for the small business is scarce, so we want to use our money wisely. And big companies like Chipotle, Chipotle, by the way, the CEO of Chipotle just got hired at Starbucks.   Me: I saw that yesterday.   Chipotle during Covid, utilized, he thinks it was one of their vice presidents came up with this idea, “Hey, let's use geofencing. I heard it works.” Well, during Covid, Chipotle was able to triple their curb side pickup from using geofencing. They saw where other people were picking up food, and then they decided to target those locations and let them know that, “Hey, Chipotle has curb side pickup.” So, Chipotle did so well that Starbucks needs to learn from them. As you know, a lot of Starbucks locations have been closing throughout the country, and they picked off talent from Chipotle, and he has no doubt that that talented team is going to be helping Starbucks turn around, but geofencing is part of that story.   Me: So, now our listeners have a good idea of what geofencing is and also what your organization does.   How Does Using GeoFencing as a Marketing/Advertising Tool Affect CX? Me: Now let's tie all of that back into the customer experience, right? Because we're all about navigating the customer's experience. So, you have marketed and advertised to the organizations to say, hey, you can come to this organization based on the geofencing marketing initiatives that you've put in place. Now, can you share with me how it is that the customer experience is addressed in this for example, like with your clients, because I find, for example, people spend a lot of money on marketing and advertising, not sure what the cost point is for geofencing compared to traditional media like the radio or newspaper, if it's significantly cheaper. But I find that a lot of times, organizations heavily invest in marketing, but then when the person comes to the organization to do business, case in point, let's say you visited Starbucks, and you had to wait for 20 minutes just to get a cup of coffee. You're extremely frustrated, because it's just a small item, you should be in and out in the shortest possible time. How do you tackle that with your clients? Is that something that you deal with as well?  Barbara Wardell: shared that for their end, it's the advertising end, they don't deal with the customers per se. The places that people go with their smartphones is indicative highly of the products that they buy. So, when they go into a geofence, what they see is they're open on an app, because they're on apps or on the wide-open web, they're not on Facebook, Instagram, Google. So, when they actually go into that geofence and they're on an app, they will see an ad for one of their customers, and from that, if they toggle it or click it, they will see a map how to get there. Once they go into that store, whether it's that day or 90 days later, the satellite will ping them. So, that part is their end. What they go into the store is on the customer itself of how they treat their customer. And Ernesto has some insight on that as well.  Ernesto Cullari: shared that when they do a consultation with a client, one of the first things they ask, they're one of the largest advertisers for laundromats in the world, so small business owners have discovered that owning a laundromat is a very good business, you're serving your community, you're providing a great service, but it's very important to set up realistic expectations. So, he and Barbara, when they consult a company, they want to find out even,  “What kind of doors you have?” “Do you have doors that are particularly when moms and dads are coming in with their kids, are the doors automatic? Are they wide doors?” “Are you operating new machines?”  Because they want to set up realistic expectations for the end consumer. So, when they work with one of their clients, they do ask them how their operations run. They've been very fortunate to attract top operators in communities across the US, but when it comes to restaurants and spirits companies and hotels and HVAC and doctors and things like that, service providers, they do want to make sure that the product that they say they're offering is the end user experience that the customer has. But as Barbara said, it's not their responsibility to make sure they do operations well, but they advise them, “Hey, get your operations down, and let's make sure the promise that we give is matched with the in-store experience.” Barbara Wardell: shared that that's something they think that is very important. So, that's why they do a lot of research before they take on a client. They ask them a lot of questions to make sure that they're doing what they're promising in their ads, because you don't want that customer to come in and say, “Okay, this is not what the promise was, right?” Then they won't come back.  Ernesto Cullari: shared that they're concerned about their numbers; in order to do well for you, they need to be telling the truth. There needs to be truth in advertising, and they don't want their numbers as a company to be impacted because they're committed to delivering as much as 5000 visits a month, and if their clients are not on their end, providing the proper customer experience, it does impact him and Barbara. So, they're very competitive, they want to make sure they uphold the things that they say they're going to do, and they tend to advise their clients 100% of the time to do the same to make sure they're matching the experience with their ad promise.   The Impact of Geofencing Me: So, in the feedback that you just provided, it got me thinking to the fact that, do you find geofencing it's most effective or impactful based on your geographical location. So, is it that you primarily operate in the United States, in North America? And do you find that geofencing would be different based on, let's say, a customer who is in Nigeria, in Africa, or a customer who is in Kingston, Jamaica, in the Caribbean? Do you find that the behaviour based on the geographic location or even the culture of the country, impacts how geofencing works? Is that data that you're able to provide as well to the clients?   Barbara Wardell: Yes. So, they're right now in Australia, Canada and the United States, and there is a culture difference when you advertise in a different country, they found that a lot has to do, they do a lot of studies before they break into another country, to make sure that they understand the behaviours and kind of they do a listening device that kind of listens to the area to see, because they track mobile foot traffic, right? So, that's one of the things that they do to work on their geofencing, so they already know when they go into that area, what the culture is like, and also talking to the customer as well to understand the area. And also, they do a listening device or a foot traffic study to understand the area that they're targeting.  Ernesto Cullari: Agreed, Barbara said it perfectly. They do set up listening campaigns, and it's basically a beacon to measure, he'll give you an example, Australia, for listeners that haven't been there, he and Barbara have not been there, but when they look at it via satellite, you have these communities that are densely populated, and then you have hundreds of 1000s of acres of wide open space. So, they really need to do due diligence and measure the amount of devices that are available in an area before they market to them. So now, they haven't tested yet whether this works in Africa or South Africa, but right now, they're for sure it works all throughout Asia and it's a matter of so say, Nigeria, for example, they would have to set up a listening campaign, they would have to measure the amount of devices that are available and then determine what kind of devices are they. Are they iPhones, Samsungs and Androids, or are they flip phones and some other mixture of devices and that will impact what kind of the ads they use.   Me: All right. So, that definitely answers my question, and I think it will help to guide the listeners as well in terms of if they're small business owners, or even working in organizations with small business owners that they can definitely identify if this is something that would benefit them and benefit creating more traffic for their organization, generating more customers and hopefully impacting their customer experience.   App, Website or Tool that Barbara and Ernesto Absolutely Can't Live Without in Their Business Barbara Wardell: When asked about online resource that they cannot live without in their business, Barbara stated that she thinks it's the foot traffic study only because it gives them a lot of information before they even launch a campaign for any one of their customers. It is something that they can see a half hour before and a half hour after the customers, where they go from that that area, or that specific customer, and also for a year, they can go back for a year to look at that traffic and see where those customers go. Ernesto Cullari: He thinks for himself, he has his hand in a lot of working on the creatives for clients. And even though there are wonderful platforms out there, like the whole Adobe Suite, which includes Premier, Photoshop, Lightroom and all that, and Adobe Illustrator, and he thinks they're all great. But he likes the prosumer which are applications that anybody off the street could use. So, if you're a small business owner or even a big business owner, and you want an application where you don't need to go to your team or your assistant, you want to be able to do something yourself, Canva is a wonderful platform that he has actually, when he works in Canva after working in something like Adobe, his turnaround time sometimes in Canva is so much quicker because it's made for dummies. Canva is made for dummies. So, he loves Canva, and also, they manage designers, and those designers, they work in Creatopy, again, so that's a prosumer, anybody off the street could use that website, it makes great looking html5 ads. And again, as someone who manages creatives, if he doesn't like something, can go into Creatopy, and he could fix it himself. So, he thinks no matter where you are in your journey as a business owner, whether you manage a fortune 100 company and you have to deal with your admin, your marketing men and women, or you own a small business and you have to do it yourself, or you're hiring an agency like them, Canva and Creatopy, in addition to the Adobe Creative Suite, are just wonderful platforms.   Books that Have Had the Biggest Impact on Barbara and Ernesto Ernesto Cullari: When asked about books that have had an impact, Ernesto shared that he read Confessions of an Advertising Man by Ogilvy, which he thinks is one of the greatest books on advertising you can read. But also, it's not just advertising, it's in general, if you're someone who needs to communicate to the masses or to discrete audiences, small audiences, learning the art of communication is important, and he thinks Confessions of an Advertising Man, he have found invaluable.  In addition to Sun Tzu's Art of War, sometimes you have to crush your competition, and you have to be able to have the stomach for it, and strategy is necessary. And Sun Tzu's The Art of War he would also say. And then the Bible.  Barbara Wardell: She has to say one of her favorite is Wabi Sabi Love, it's about being in the present and appreciating everything that's in your life at that moment, because it could be gone tomorrow, and she's had that experience, she's read a ton of marketing books, but that's one that's close to her heart.  Ernesto Cullari: He shared that Yanique asked earlier about cost effectiveness, and the cost per acquisition and things like that. How does this compare to other forms of advertising? So, he's sure a lot of listeners out there have for various reasons, could be for charity, could be for advertising, could be for marketing. They've engaged in Facebook, Google advertising to promote an event or product. So, he can tell you, doing the engagement using Facebook and then starting with other forms of advertising since then, and he can tell you that geofencing, pound per pound is the Mike Tyson, is the absolute Mike Tyson of advertising. Everyone else is a lightweight. There is no censorship.  So, if you run political ads, you will face no censorship of any sort on the geofencing side, unlike Facebook and Google, who will silence you if they don't agree with your viewpoints. And in terms of reach and measurement, dollar for dollar, there's just nothing as effective as geofencing.  So, on a $500, he doesn't recommend only spending this, but on a $500 budget per month, you can end up with 20 people coming through your door. I do recommend for five-mile radius that you spend at least $1,000 on your market, that way, if you know the cost per customer, meaning how much money your average customer spends, you have the opportunity to 10 to 30x your return on investment depending on what the value of a new customer is for you.  In some of their verticals that they work with, the value of a new customer is $40,000 so on the $1,000 ad spend, if you gain one new client a month, that's a quite impressive return on investment. For other clients they have in the laundry industry, some of their clients are worth 1200 to 2500 a year. So, if they send the 30, 40, 50 customers a month, then that again, is quite a handsome return on investment, agreed.    What Barbara and Ernesto is Really Excited About Now! Barbara Wardell: When asked about something that they are really excited about, Barbara shared that they just launched which they're really excited about, their dashboard for their clients so that they can go in and see the reporting instead of them emailing them their reports, so now that they can go into the system and actually on their time and actually look at and see their results of their campaign.  Ernesto Cullari: He shared that he's excited about he and Barbara just got finished running a fundraiser from his mother's orphanage in the Philippines. She operates what's called Street Kids Philippine Missions, and she's been there for 15 years with her husband, Matt, and they have rescued kids that were in danger of being sex trafficked, that were eating out of garbage cans, that were basically destitute. And it's their 15th year, they just successfully raised $20,000 and that was simply an online campaign where they used their podcasting studio to talk about what his mom does, and Matt does there. And they're pretty proud of being able to use their resources to help kids that face sex trafficking that would otherwise be destitute. And he would say he's most happy and proud about that development.   Where can listeners find you online? Website – www.cullarimedia.com   Quote or Saying that During Times of Adversity Barbara and Ernesto Uses Ernesto Cullari: When asked about a quote to they tend to revert to, Ernesto shared from The Art of War, “He whose forces are of one mind will be victorious.”  Barabra Wardell: She shared that mainly, she always tells herself to be in the present moment and not get sidetracked by other things that are going on. But she can't think of a quote right now.   Me: Thank you so much for taking time out of your very busy schedules and hopping on our podcast and sharing all of these great insights as it relates to geofencing and the impact that it can have on 10x'ing your business, getting new clients, the advantage that it has over traditional media, advertising and just the opportunity for you to understand your customer base a little bit more, get an idea of where they're coming from and why they're coming to you, so you can continue to build on that and even exceed their expectations. So, I think it was a great conversation, and I just wanted to extend my deepest gratitude to you both.    Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links •    Confessions of an Advertising Man by Dave Ogilvy •    The Art of War by Sun Tzu   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Gm! In this episode, Ben Mills, the Co-founder of Meso, joined us to discuss peer-to-peer payments! We looked back on the early days of P2P payment apps, how crypto can improve upon these web2 systems, and building trust with users. Additionally, we discussed his journey from Venmo to Solana, and how Venmo was able to stand out amongst its peers. Finally, we talked about the unique challenges crypto founders face, and how mainstream adoption is a meme. Enjoy! -- Follow Ben: https://x.com/benemills Follow Jack: https://x.com/whosknave Follow Lightspeed: https://twitter.com/Lightspeedpodhq Subscribe to the Lightspeed Newsletter: https://blockworks.co/newsletter/lightspeed -- Access is the new way to support and consume content from your favorite creators. Over 140 subscriptions to select from, spanning from large crypto media to a long tail of talented independent researchers and artists. No paying for subscriptions. Simply stake, consume, and get rewarded. Claim your free subscription through this link. But be quick there is a limited number available! https://tiplink.io/f/2195-aOAlZYc4ARht#Lhr8-0rBdVrxL94ZjOHwVtwxI2OSal2xw6Sz51lYuzU – Step into MyPrize—the online multiplayer crypto casino that lets you battle your friends and play alongside creators. On MyPrize, you're invited to get rowdy and share every victory and defeat with your pals. Because we know the only thing more fun than beating the house is beating your friends. Get started now with a 150% deposit or purchase bonus: https://myprize.com/invite/Lightspeed -- Subscribe on YouTube: https://bit.ly/43o3Syk Subscribe on Apple: https://apple.co/3OhiXgV Subscribe on Spotify: https://spoti.fi/3OkF7PD Get top market insights and the latest in crypto news. Subscribe to Blockworks Daily Newsletter: https://blockworks.co/newsletter/ -- 00:00: Introduction 02:07: What's Interesting in Crypto Today? 05:35: Optimism Around Crypto Apps and Infrastructure 11:26: The Early Days of Payments Apps 17:55: How Can Crypto Improve P2P Payments? 21:47: Access Protocol Ad 22:28: MyPrize Ad 22:59: What Did Venmo Do Differently? 32:07: Making the Leap From Venmo to Solana 38:25: Crypto's Instant Payments Breakthrough 45:48: The Unique Challenges of Building in Crypto 56:04: Mainstream Adoption is a Meme -- Disclaimers: Lightspeed was kickstarted by a grant from the Solana Foundation. Nothing said on Lightspeed is a recommendation to buy or sell securities or tokens. This podcast is for informational purposes only, and any views expressed by anyone on the show are solely our opinions, not financial advice. Mert, Jack, and our guests may hold positions in the companies, funds, or projects discussed.

Dr. Eric Recker is a dentist, husband, father, keynote speaker, Elite Success Coach, author, pilot, mountain climber and recovering triathlete. In his second half of life, he is committed to helping people shorten the distance to becoming their best version and learning to #WINtheNOW.  Questions ·      We'd love for you to share in your own words a little bit about how you got from where you were to where you are today. ·      Could you share maybe two or three overarching themes that you believe have been the core values that have driven you to get to where you are today, and if other people were to embrace or embody those same core values, you believe they would achieve the same success. ·      What would you say are some of the success tools that have made both businesses thrive in a positive way, if you were to look at them and see if there are any overlapping behaviors or competencies that help to strengthen the customer experience in both areas. ·   Could you also share with us what's the one online resource, tool, website or application that you absolutely can't live without in your business? ·      Now, could you also share with our listeners, Eric, maybe one or two books that have had a great 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 impacted you, both professionally and even personally. ·      Can you also share with us what's the one thing that's going on in your life right now that you are really excited about, either something you're working on to develop yourself or your people. ·      Where can listeners find you online? ·      Now, before we wrap our episodes up, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote if for any reason you get derailed or you get off course, the quote kind of helps to get you back on track. Do you have one of those? Highlights Eric's Journey  Me: Eric, we always like to give our guests an opportunity to share in their own words a little bit about their own journey. So, your bio basically gave us a very short summary of all the wonderful things that you have and are still doing, but we'd love for you to share in your own words a little bit about how you got from where you were to where you are today.   Eric shared that he really could give a short version of that, and it would take about 4 hours, but he'll try to really crunch it down together and say that he was bullied on the playground when he was growing up. He grew up in a small town in Iowa in the early 80s, and recess kickball was life, and he was told that he couldn't play because he wasn't good enough, and so unfortunately, that you are not good enough became a soundtrack for him, and he told himself on the sideline of that recess kickball field that he was going to be so good at everything he ever did that no one would ever not pick him. Well, fast forward into his professional career as a dentist, he truly believed that he wasn't good enough, so he overshot on everything, overcompensated on everything, always kept adding more and more and more because he was trying to prove to other people that he was good enough. That led to three significant rounds of burnout, including chest pain, heart palpitations, panic attacks, all of that to the point that he got very close to selling his dental practice and walking away.  When that all fell through, he needed to step back and decide what he really wanted to do with this life, and he knew that he had a powerful story. He'd been through a lot, and he wanted to be able to help other people on their journey.  So, what he does now is he has sold half of his dental practice to a partner. He sees patients three days a week, and the other days he speak and coach and write books and do content and all of those kinds of things, trying to help other people on their journey, so that they don't have to go as far down the burnout trail as he went.   Me: That is awesome. What a wonderful story.   Core Values for Success - Themes that Drive Achievement and Fulfillment Me: So, Eric, you speak a lot about burnout and mindset and just handling the different stresses of life, can you share with our listeners on your own personal journey, when you got to that point, when you realized that you needed to make a change? If you could share maybe two or three overarching themes that you believe have been the core values that have driven you to get to where you are today, and if other people were to embrace or embody those same core values, you believe they would achieve the same success.   Eric shared that first of all, where it all went wrong each time that he went through that terrible season of burnout, he noticed the same equation now that he looks back on it, kind of doing a forensic examination of it was over committed. He had too much on his plate, as a lot of us do, but even more importantly, he wasn't taking care of himself, he just kept going. He just kept adding more and more, and that's where the problem was.  So, one of the big core values that he has is taking care of himself. So, we have to be a little bit selfish so that we can be selfless. If we don't have anything to give, we won't be able to give anything to our people. We won't be able to have an impact on those that we are around, and we will definitely get burned out.  Another huge core value for him is relationships. He's a highly relational person, and it's extremely important to him that he has some good quality relationships in his life, and it's important for all of us. So, he has a mentor that he meets with, he has a coach that he works with, and he has 4 people that he would consider, 2:00 am friends, people that he could call in the middle of the night if his world fell apart. So, relationships and self-care would be two of the big things that he thinks we really need to be careful and make sure we embrace those.   Me: Absolutely love those two themes that you've shared with us.   Success Tools for Thriving Businesses - Overlapping Behaviors and Competencies that Enhance Customer Experience Me: Now, I love the fact that one of your themes was relationships, and a big part of customer experience, as this podcast is focused on navigating the customer experience is building strong relationships. All organizations aim to have customers for life, and a big part of that is building strong relationships with those customers, whether it be a B2B or a B2C. Since you pretty much managing two businesses, because you mentioned that you coach and you write books and you do speeches and stuff for organizations and people, and then you also have your practice where you're in office three days per week. What would you say are some of the success tools that have made both businesses thrive in a positive way, if you were to look at them and see if there are any overlapping behaviours or competencies that help to strengthen the customer experience in both areas.   Eric shared that one thing that he teaches his team is to be aware of the rest of the story, it's a huge thing for him. People are complicated, so, in his dental practice, people will come in and they'll maybe see them for an hour of their life, and they might be grumpy when they come in, they might be scared, they might be, however they present themselves to them is just a snapshot of how their life is going. They may not be taking very good care of themselves, they may be in a bad place, they may have gotten a diagnosis, they may have a family member that's really struggling, they may have any number of things that's going on. They may be crazy burned out, and they get to see a little snapshot of them.  So, when somebody comes in, they don't seem like themselves, or if they've just met them, and they're kind of off putting to them at the beginning, just understand that they're seeing a snapshot of a bigger picture of someone's life. And so, he thinks it's always important that they think about that, they don't always get the chance to know the whole person, but especially in someone that you've been in relationship with for a while, if they seem off, then there's something more going on, and it might be worth exploring that.   Me: So, you're lying in the dentist chair, right? And what would you call the person that's serving the client, a dental assistant? And the dental assistant picks up that the patient is agitated, walk us through that. What would you want he or she to do to kind of have the patient relax, maybe build some conversation. Do you just have casual talk? Do you pick a topic, maybe about the weather? Do you think about something that's maybe current affairs, like Donald Trump?  Eric shared that he definitely stays away from politics. Stay away from politics and hot button news things, that's for sure. People get pretty fired up about that. But exactly that scenario that you had. The great thing about his practice is a lot of the patients that he sees, he's been seeing for 20 years. And so, when they come in, if something doesn't seem right, then they'll ask them,  “Hey, is everything going okay today?”  “Well, I'm just really nervous about this procedure.”  “Okay, well, tell me more about that.”  And a lot of times, really all someone needs to do is voice what they're feeling or talk about the procedure before they do it, and then it becomes a lot easier. And if it doesn't, if they're still amped up, they say things like, “Hey, the good news is this is all the longer this procedure is going to be. So, in half the time it takes to watch a movie, you're going to be on your way.”  So, they try to break it into more manageable chunks if people are apprehensive, and sometimes they have to take a little break and just let everybody sit up and breathe. And then they get back into it. But they really try to meet the patient right where they are and help them work through the situation, because it doesn't do any good if they're escalated, and Eric's team is escalated, then they're going to have a hard time getting through the procedure.   App, Website or Tool that Eric Absolutely Can't Live Without in His Business When asked about on online resource that he can't live without in his business, Eric shared that for him, he would just say that it's his own personal website, it's hugely important whenever he gets asked, “So, hey, where do we find you? How can we get in touch with you. How can we learn more about you?” He's very proud of his website, he had a great web designer, but through there, everything flows to his social media, to his blog, to his books, to the different opportunities that he has, some free online resources. It's something that he's very thankful that he spent some money on, because it's the way that a lot of people end up finding him.   Me: Perfect. And we will ask you the question for where our listeners can find you online, which I'm sure your website will be one of those resources later on in the episode.   Books that Have Had the Biggest Impact on Eric When asked about books that have had a great impact, Eric shared that two of them definitely come to mind. One is going to be, and a lot of people have probably heard of this one is Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones by James Clear, just an incredible resource. We are the product of our habits and our routines. It is worth taking time to get good habits and routines in our lives, because everything else flows from those patterns that are in our life. So, that's a huge one.  Another one that many people probably have not heard of as much is called In a Pit with a Lion on a Snowy Day: How to Survive and Thrive When Opportunity Roars and that's by one of his favorite authors, Mark Batterson, and it describes what we do when adversity hits in our lives, because it's not a question of if, it's a question of when things are going to happen to us, and how do we react to those things.   What Eric is Really Excited About Now! When asked about something that he's excited about, Eric stated that he mentioned the whole not good enough, and the paradigm that that presented him with. So, he used to do a lot of triathlons, mountain climbing, stuff like that, he went all the way through the Iron Man distance. He's climbed Mount Kilimanjaro, all of that was pretty much done on a faulty operating system that he had in his mind that he wasn't good enough and he needed to prove himself to people.   So, it's really been about 7 years since he's done any kind of an endurance race or anything like that. He's climbed some smaller mountains and done some stuff like that. But there's an event that he's going to be doing the second week of August, and it's going to be at Snow Basin Resort in Utah, and it's called 29029, which is the vertical height of Mount Everest above sea level. So, the goal is, in 36 hours, he has to hike 29,000 vertical feet.   Me: Wow.   Eric shared that that's usually the first word that people say. So, what he will do is, he'll hike up this mountain, and each time he goes up, he will gain 2300 feet. So, he will hike the same mountain 13 times. So, hike up the mountain, and he will ride the gondola back down. And there's going to be 250 to 300 of them he believes that will be there doing this. And his goal for this is to one, he wanted to train for an event again, he really wanted to be focused and intentional about how he trained for it.  But the other thing that he wants to do is he wants to learn about mindset while he's doing it. He wants to learn what happens in his mind when he does a repetitive task for 36 hours. He wants to learn where does his mind goes on hikes number 7, 8 and 9, when he can't see the beginning of the hike and he can't see the end, and he's really in the grind, because he thinks a lot of this will translate into our lives and what we have going on personally. So, he hopes this will be something that he'll be able to give some talks and workshops about in the future. And so, just want to see at 47 years old, just want to see what his body's got in it, what his abilities are.   Me: That's amazing, Eric, wow. I'm going to have to follow you. Are you going to be posting this on your social media?    Eric confirmed, absolutely.    Me: This is fantastic. I would definitely follow you from a personal capacity, just to see, as you mentioned, how do you endure? What are your thoughts? Is it that you feel overcome? Does it impact you emotionally? Like there's so many questions running through my mind right now just listening to you.   Eric stated that he's excited. There's one time he knows as he's hiking up that for that whole, he expects it to take about an hour and 15 minutes, probably to hike each time, and at least one of those times he's just going to be completely quiet and he's just going to observe the world around me. His son has made him a couple playlists, so he'll listen to some music that he selected for him. One of the times, he's just going to pray for his family the entire time that he hikes up. So, he has a few of those things. And then, other than that, just going to see what happens. So, he's super excited about it.   Me: And I guess it's a time also for you to kind of be one with nature and God, because you don't have much distraction, and hopefully you have no injuries, I pray in the name of Jesus that you come out of this injury free. So, you could really meditate, talk to God, as you mentioned, pray for your family and that's something that we don't get to do every day, have moments of silence, because we're just always so busy doing busy work.   Eric agreed that Yanique is so correct. He thinks if people really want their life to change, start with 5 minutes of silence each day, “Well, Eric, why only 5 minutes?” because it's not easy and we're not used to it. Start with 5 minutes of silence and breathing each day and see what that does for you, it's so important, you know this.   Where can listeners find Eric online? Website – www.ericrecker.com    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 quote is a Bible verse, and it is Proverbs 3:5-6, “Trust in the Lord with all your heart and lean not on your own understanding. In all your ways acknowledge Him, and He will keep your path straight.” God has been the constant for his journey all the way through, He's been there in the good times and bad times, in the other times, and he's trying his best to trust that He always knows what the next step is.   Me: I love that. Absolutely love that. Thank you so much for sharing. Eric.   Well, Eric, you have definitely practiced what you preach in this entire interaction that I've had with you. Thank you so very much for being a guest on our podcast, I believe that our listeners would have gained, when the episode is released, will gain a great amount of knowledge, expertise, advice, motivation. I got that from our conversation, and I can tell that you're not just speaking because it's something to do, but it's coming from your heart, and that touches people way more. I mean, people can tell if you're being authentic and genuine, if it's really coming from a place of authenticity, and I feel that in the conversation that I had with you today. So, I just want to express my deepest gratitude to you. Wish you all the best on your hike, I'm going to be there following and cheering you on and just want to say thank you again.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links •     Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones by James Clear •     In a Pit with a Lion on a Snowy Day: How to Survive and Thrive When Opportunity Roars by Mark Batterson   Mastering Art of Service Excellence: Behavioural Tools and Competencies for CX Success Webinar – Tuesday, August 27, 2024 – 11:00 am (EST) Mastering Art of Service Excellence Webinar Details and Registration  

Daniel Ruby is a VP of Marketing at Nobl9. Ruby is a dynamic marketing executive with a focus on B2B marketing, and has significant experience building teams and driving successful, data-driven programs for a range of startups and mid-sized organizations. As the Director of Online Marketing for Localytics, Ruby was the first marketing hire and scaled his team to a full-fledged marketing department with domain specialists focused on mobile apps.   Ruby also has a background in journalism and spent several years guest lecturing marketing courses at Bentley University, bringing this dynamic skill set to his current role at Nobl9. Ruby holds a BA in Broadcast Journalism from the University of Missouri-Columbia and an MBA in International Business from Brandeis University.  Questions ·      We always like to start off by asking our guests if they could share with us a little bit about their journey, how you got from where you were to where you are today. ·      Could you share with our listeners, what is Nobl9 and what exactly are you providing? What service are you providing? How are you adding value to your customers lives using this platform? ·      Could you give us an example, like a use case of an application, you can choose any industry, and kind of just give us an idea of what that looks like so the audience can get a more practical view. ·    Could distinguish or differentiate for our listeners, what's the difference between an SLO and an SLA? ·      Now, Daniel, 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? ·      Where can listeners find you online? ·    Before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote if for any reason you get derailed or you get off track. Highlights Daniel's Journey Me: Now, Daniel, could you share with our listeners, we always like to start off by asking our guests if they could share with us a little bit about their journey, how you got from where you were to where you are today.   Daniel shared that he was a journalist for a while, and kind of realized that there was not much of a market for it, so he kind of went and got an MBA to get a job, and kind of fell backwards into marketing as it is. And over the years, he's been with more than 10, mostly 10 startups, driving marketing, driving the customer experience in terms of from the moment that they're introduced to them as a brand until the moment that they no longer want to be or need to be working with them.  He finds a lot of joy in trying to make that experience pleasant, for lack of a better term. He's self-taught with most of the marketing stuff that he does, and he's kind of over the course of the years he's become very arrogantly convinced about a few core tenets of really communicating to customers and communicating to potential customers that have served him well, and it kind of always comes back to giving value at every step of the journey.   About Nobl9 – Enhancing Software Reliability and Value for Your Business Me: Now, could you share with our listeners, what is Nobl9 and what exactly are you providing? What service are you providing? How are you adding value to your customers lives using this platform?   Daniel shared that Nobl9 is basically a platform for software reliability. So, if we think about how somebody engages with a digital product, or even an in-person product with a digital back end to it. They are the premier, and kind of really only well-established provider of what's called Service Level Objectives, or SLOs. And an SLO was basically taking all of the different data points that make up your product, be it from the software, from the infrastructure, from third party microservices, etc, etc, etc, and rolls it up and actually gives a customer centric view into how reliable is their product.  And the reason that they do this is because most reliability, historically has been around is the product up. Is it up? Is it down? But anybody who's ever used a mobile app or a digital product, or even like a scan to pay service at a cafe knows that it's not just is it up? Is it working, or is everything within it doing what it's supposed to do?  So, he knows marketers like himself have taken the word holistic and kind of beaten it to death. But they do provide a holistic customer centric view. What is the customer experience like when actually using your product?   Me: So, Nobl9 is helping the application to maintain its reliability and have as little or no downtime as possible while the customer is interacting with it correct?   Daniel agreed, correct and kind of beyond downtime, is it, does it load fast enough? Do all of the different features load fast enough? Is there anything blocking my ability as a customer to buy from you or to use your service, or whatever you're trying to do? So, that's effectively what they do.   Practical Use Case – How Nobl9 Enhances Software Reliability Me: Okay, could you give us an example, like a use case of an application, you can choose any industry, and kind of just give us an idea of what that looks like so the audience can get a more practical view.    Daniel shared that it's a little engineering, and he's a marketer so he feels like he's not necessarily smart enough to completely understand the engineering speak of it. But if you think about like an Ecommerce app, if you open up the app and it loads in traditional reliability, that's reliable. But how many times have you gone into an app.   So, let's say your path in using E commerce app is, you're going to load the app, going to search for the product that he wants to buy, he's going to add it to his cart, he's going to go to his cart, he's going to check out. And maybe there's a login to My Account somewhere in the way.   With SLOs, what you can do is you can have all of the different steps of that path viewed as part of this overarching experience with the app. So, if you go to add something to your cart, the app sits there and hangs, that's not good reliability.   If you go to the cart itself, and for whatever reason you go to pay and like the app's connection to PayPal for whatever reason isn't working, and you get this message back that says, hey, we can't complete your payment, try another credit card or something, that's a bad experience. And that's the kind of reliability breakdown that leads people to quit using a product.  So, they make sure that strategically, all of the things that make up that path, you'll have a server dedicated to your shopping cart, you'll have a micro service that is dedicated to completing a purchase. They make sure that all of that you've got visibility into how the experience is for the end user, not just some third-party service that tries to connect and says yes, it can connect, no it can't connect. It's the whole experience of a digital product and they make it easy to understand.   Understanding the Difference – SLOs vs. SLAs Me: Now, at the beginning, you mentioned that it's based on your SLOs or Service Level Objectives. And just wanted to know if you could distinguish or differentiate for our listeners, what's the difference between an SLO and an SLA?   Daniel stated that that's a great question. So, an SLA is typically an agreement that you have with your users. You say you'll be able to use my product or my service xx percent of the time. And that's more of a contractual conversation than it is, a reliability conversation. When you start actually building it, in order to make sure that you're achieving this SLA that you've agreed upon with your clients, you've got to make sure that you know all of these different elements of their experience are operating at a certain efficiency. So, he hates to over complicate things, but there's actually a step in between called an SLI, a Service Level Indicator.  And so, a Service Level Indicator is things like, “I want my website to load in less than 100 milliseconds.” That's a Service Level Indicator. And the SLI is effectively a consistent goal, but then what you do with SLOs is you take that a little bit further.   So, an SLO operates within what's called an error budget, and you get a certain number of errors per month, per week, however, you want to set it up. And an error is when you don't meet that SLI and you say, “I know that it's maybe not impossible, but either improbable or just extremely expensive to make my website load in less than 100 seconds every single time.”  So, what an SLO does is it says, okay, I expect to meet this SLI however often I have decided is actually impactful on the customer experience, and whenever I don't, you get an error, and at that point, you're like, okay, it's an error, but an error is not an outage.  Daniel stated that he doesn't know if he's explaining this really well, but basically if you look at an SLO graph, it's going to be going down into the right and that is your budget. You say, okay, I expect this part of my service will meet my everyday life 95% of the time. And then you see the little graph going down, which, every time it doesn't meet that, it froze an error, and a certain amount of errors, it's just part of digital product development is understanding that you have to accept some errors. 100% perfection, it's impossible.    Me: Does not exist.   Daniel agreed, it does not exist. And a lot of people think about reliability in the number of nines, “My product is available 99.99% of the time.” That would be called four nines. Every nine that you add to that number basically increases your IT costs by an order of magnitude. So, at a certain point, you got to understand with SLOs are really the ideal way to do it.  At what point does this actually impact my customers? At what point does this actually impact my users?  It allows you to be strategic, and it allows you to see things when they begin. So, you mentioned outages earlier, an outage, your whole product crashes, it's unavailable to anybody. Those don't happen in a vacuum, there's something that causes them. And if you've got an SLO or a set of SLOs really, displaying the health of your service, the health of your product, you're suddenly going to see a bunch of errors coming in.  And you may or may not have enough forewarning to say, “Oh, crap, we're about to have an outage. Well, this server in my cloud provider is having massive latency issues, it looks like the server is about to crash, and that's going to take everything down.” You can have a little bit more of a runway to try and identify the actual issue behind a potential outage. And that's where you strategically define how much, how many errors can I tolerate in a month?  And then you basically have a real time view at all times.  Is my product, is my service running the way I expect it to, and the way I expect it to is from the perspective of the customer. Are my customers able to do what they expect to be able to do when they launch my app, or when they use my product.   App, Website or Tool that Daniel Absolutely Can't Live Without in His Business When asked about online resource that he can't live without in his business, Daniel shared that personally, it's HubSpot. He spent a few years as a HubSpot consultant, a third-party consultant for HubSpot integrations. And he could say a marketing automation platform, but he got a fanboy a little bit about HubSpot because it takes everything that used to be complicated about sales and marketing and customer support and customer experience, and kind of rolls it up. You've got your CRM, you've got your automation platform, you've got your email platform. He's actually taken to feeding his HubSpot metrics into Nobl9 SLO lately, because there's so much rich data within HubSpot.  And he's been running little things like, they'll change a script for their biz dev team. And then they'll just run a metric on calls connected to calls having a success, either a demo or a follow up request.  And HubSpot's got such great data, and then he can turn that into an SLO where he can say, “Okay, I expect the submission rate on my forms to be X percent. I expect the completion rate of our inside sales calls to be X percent over 80% of the time.”  And he can run that in an SLO, he can see that like if he changes something, but simple little things, if he changes the colour of the submit button on a form, he can see in real time what the view to submission rate is that's changing, and he can act on that. He can put a little note in the SLO with that time stamp and say, “Hey, I changed the color of this button” and see how that's making an impact. Or, if he looks in HubSpot and see, “Oh, crap, my submission rate has been terrible for the past 36 hours, what's happened?” And he can go into his SLO and say, “Oh, there's a little note here, I changed something in the UX. I changed something colour wise. I added a question, I removed a question.” And you see direct historical cause for that.  But going back to HubSpot in general, he really respects HubSpot's approach to they call it the flywheel, which is all about delighting customers and delighting prospects.  And they really do a great job of giving you the tools to actually give value in your marketing and sales and customer service processes. He doesn't know what he's do without HubSpot right now, he'd probably try and hack something together with Salesforce and Marketo and be more complicated and less easy to get adoption internally. But luckily, he doesn't need to.    Where can listeners find Daniel online? LinkedIn – Nobl9inc X – @nobl9inc   Quote or Saying that During Times of Adversity Daniel Uses When asked about a quote or saying that he tends to revert, Daniel shared, “Nothing is a failure unless you fail to learn from it.” He stated that he's got a great team that he works with at Nobl9. And some are early in their career, some have been working in marketing for several years, some have advanced degrees, some don't.  And so, he's been with Nobl9 since January, and one of the things that he wanted to do quickly was make sure that people were comfortable making mistakes and understanding that an action and its outcome is not the end of that process. If you don't learn from it, why it worked, why it didn't, then you've made a mistake. But failure is as important an element in driving success in any business scenario. So, he likes making sure that people know that, and he likes making sure that they feel comfortable, because without being comfortable with failure, how are you going to try anything revolutionary?   Me: True. Thank you so much for sharing, Daniel.   Now, we just like to thank you so much for hopping on this podcast and sharing all of the great insights about Nobl9, the wonderful work that your team is doing as it relates to ensuring that customers are having a more seamless and frictionless experience across these platforms and increases the reliability. And we really appreciate some of the great nuggets that you shared with us as it relates to what is a Service Level Objective versus a Service Level Agreement and a Service Level Indicator, great information to learn, to understand the whole process, because in order to navigate the customer experience, there is really a lot that you have to take into account to ensure that the customer walks away feeling like, yeah, that was that was fun, it was easy, it wasn't hard, and I was able to do it really quickly. So, thank you so much.    Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Irina Vatafu has nearly a decade of experience in customer-facing roles, she is deeply passionate about working with people, and dedicated to ensuring every customer feels valued and respected. Currently serving as the Head of Customer Success at Custify, Irina thrives in roles that require effective communication, problem-solving and empathetic engagement.  Her commitment to continuous improvement and staying current with industry trends ensures that her approach remains innovative and impactful. One of her key strengths is creating a collaborative and supportive environment that consistently delivers exceptional experiences and fosters strong customer loyalty. At the heart of her work is a dedication to championing the needs and voices of customers, which continues to inspire and drive her every single day.  Questions ·      Now, could you share with our listeners a little bit about how you got from where you were, to where you are today? ·      You are Head of Customer Success at Custify, could you share with our listeners, what Custify is and what your company does? ·      What would you say are maybe two or three attributes or competencies that you and your team need to have on a daily basis in serving these customer success managers so they can serve their own customers? ·      Now in terms of exercising empathy, could you share with our listeners maybe a use case where your customer had an issue. So, your customer came to you as the problem solver and you were able to exercise as empathetic engagement to basically try and help them to solve the problem quickly. ·      Can you also share with our listeners, what's the one online resource, tool, website or app that you absolutely can't live without in your business? ·      Can you also share with our listeners, maybe one or two books that you have read, it could be a book that you read recently, or even one you read a very long time ago, but it has had a great impact on you professionally, and even personally. ·      Now, Irina, can you also share with us what's the one thing that's going on in your life right now that you are really excited about? Either something you're working on to develop yourself or your people. ·      Where can listeners find you online? ·      Now, before we wrap our episodes of we always like to ask our guests, do you have a quote or a saying during times of adversity or challenge, you'll tend to revert to this quote if for any reason you get derailed or you get off track, the quote kind of helps to get you back on track. Highlights Irina's Journey Me: Now, could you share with our listeners a little bit about how you got from where you were, to where you are today?   Irina stated that's a great start. So, where she was, as mentioned in the beginning, she has nearly a decade of working in customer-facing roles. And her first role was as a support engineer, and now she's managing the team of Customer Success Managers and support team members. So, she started in first line there, she learned everything, and she was so passionate about working with customers that she always pushed herself to learn more, to offer better experiences, to progress and to make sure everyone is happy with her work and people that she works with are successful. So, yeah, baby steps, she arrived where she is today, and she's so grateful for that.   About the Custify – What Does Custify Do?  Me: So, you are Head of Customer Success at Custify correct? Could you share with our listeners, what Custify is and what your company does?   Irina shared that they are the CSMs of CSMs, she would say because their platform is a customer success tool. So, their end users, their customer success teams all over the world, they have customers in all countries, and they work with any business that has a SaaS product, so this is what they are doing.  And as mentioned, their users, their customer success managers, so they are dedicated customer success managers that support other customer success managers. So, they have to be a top-notch department in order to help them drive value and be successful with their tool.   Attributes or Competencies Needed Daily to Serve Customer Success Managers Me: What would you say are maybe two or three attributes or competencies that you and your team need to have on a daily basis in serving these customer success managers so they can serve their own customers?   Irina shared that she thinks the first thing that she has on her mind is they need to be perfect active listeners. So, they really need to listen to their customers need and to understand each business case and to be there as consultants and to make sure that they have success in their own departments, so they can prove value, and they can be their loyal customers for a long time.  Other things that matter of course to have that business understanding. So, not only to actively listen, but to also be flexible and creative to give proper advice and to be able to quickly understand the customer use case in order to guide them towards success.  Of course, you also need to be super organized in order to act like a project manager and help your customers achieve their milestones on time and respect all the agreed deadlines that they established with them in the beginning.  And the last but not least, of course, you need to be a naturally empathetic person because if you don't really care, let's say about customers, they will feel that so you really need to be a people person, and to be able to have the empathy to help them.   Exercising Empathy – Using Empathy in Problem Solving Me: Now in terms of exercising empathy, could you share with our listeners maybe a use case, you don't need to mention the customers' name or the company, but maybe a use case where your customer had an issue, because all businesses are created to solve problems. So, your customer came to you as the problem solver, and you were able to exercise as you coin it “Empathetic engagement” to basically try and help them to solve the problem quickly.   Irina shared that she remembers, she has a recent example. It's something that their team really struggled about. They had a situation where one of their customers, the CS lead came to them saying that, “Look, we really need to make it work, because our jobs depend on that. Things are not great for our CS department. So, we really need to move forward and to prove progress to our leadership in order to keep this department working.” And this was the first priority for them because of course, their empathetic triggers were started working, and they were like, “Okay, we have an important role here, we need to help this customer.”  And what they did, they came up with a success plan, they sat together, and they thought about all the top three priorities that the leadership would care about. And they decided that look, these are the main things that they need to focus on in the next weeks. And even if this is not part of their normal flow, they had more meetings, they had more internal brainstorming. So, they did everything they could to help the customer.  And yes, in the end, the customer was really successful. And it's not only that, he would was grateful. But they also have more partnerships and other things that derives from that initiative. So, empathy always matters. And acting like humans when someone needs us and not only looking at the contract value and the service hours included in the subscription, she thinks they could make a difference at some point.   App, Website or Tool that Irina Absolutely Can't Live Without in Her Business When asked about an online resource that she can't live without in her business, Irina shared that she thinks they internally rely a lot on what's happening on LinkedIn, they are connected with a lot of CS influencers, and they are also following their customers on LinkedIn.  So, they stay connected to the market with what's happening there. And they are up to date with all the webinars, with all the podcasts and everything that is happening there. So, she thinks LinkedIn is their main source of learning, and where they also find other opportunities to learn by subscribing to different newsletters and courses and everything.   Books that Have Had the Biggest Impact on Irina When asked about books that have had an impact, Irina shared that she has a funny story about the book. So, when she joined Custify, almost four years ago, she joined as a CSM and her manager told her that look, you should read this book, it's called Never Split the Difference: Negotiating As If Your Life Depended On It and she thinks it's Chris Voss who wrote it. And it's a negotiation book and when he told her to read that book, she was angry because the job description never included negotiation, let's say so she thought, okay, she was tricked, it's actually a sales role. And her manager now advises her to learn some negotiation skills.  But if you read the book, you will realize that you actually need negotiation skills in your day-to-day life. So, it's not about the selling or not selling something, it's really about what we need to do and negotiate for ourselves as human beings, and it makes an impact also in the professional life.   What Irina is Really Excited About Now! Irina shared that that's a good question. So, she would say that at the beginning of this year, they as a team, they knew that it would be a tough year because of the economical context and everything that is happening in the CS life. So, she and her team decided to keep their minds and hearts open and to be the support that their customers need amid the chaos and instability that is around. So, they sat together and adapted their workflows and prioritized their champions success. So, they had like a redesign all their flows.   And they are amazed to discover that this makes a difference. So, when all the departments work towards the same goals, they empower each other, and they focus primarily on customer success. So, they work closely with product sales, CS support in order to make sure that their customers are happy, this is a great initiative that they started this year. And they observed and they are surprised to see how authenticity and trust, being their team's current focus leads to amazing KPIs and success. So, this is their main focus right now and they are looking forward to see how this year will end.   Where can listeners find Irina online? LinkedIn - Irina Vatafu   Quote or Saying that During Times of Adversity Irina Uses When asked about a quote or saying that she tends to revert to, Irina shared that yes, she thinks that's something that helps her in those situations. She's always saying to herself, “When you don't know what to do, say the truth.” So, it always helped.   Me: So, be honest.   Well, thank you so much, Irina for jumping on this podcast and sharing all of the great insights that you're doing as a Customer Success Manager at Custify and also what your organization does, and the support that you are providing to teams all throughout the world, ensuring that they are able to solve problems and serve your customers in the best possible way. We really appreciate you taking time out of your busy schedule and sharing this information with us. Thank you so much.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links •     Never Split the Difference: Negotiating As If Your Life Depended On It by Chris Voss   The ABC's of a Fantastic Customer Experience  Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

The girls and the ginger are back! Today on Killing Time, we're talking conspiracies in a big way! Then! Today I learned… How the Earth (and Arby's) got their names, plus, the inspiration behind “No Scrubs” by TLC! Then! The return of On the Stand! We take one call from a listener but ya gotta get to the end to hear it!

Alan Williams is the founder of SERVICEBRAND GLOBAL and advises business leaders internationally to deliver value driven service.    Dave Stubberfield is the director of Carter Consultancy and specializes in enabling cultural transformation to help businesses achieve greatness. They are the authors of Supercharging the Customer Experience: How Organizational Alignment Drives Performance.   Questions · We always like to ask our guests if they could share in their own words a little bit about their journey. So basically, how it is that you got from where you were to where you are today. · Now, the both of you teamed up together and wrote this awesome book Supercharging the Customer Experience. Can you share with our listeners a little bit about the book, maybe two or three overarching themes that the book focuses on and who is the book geared towards? · What are maybe two or three behaviors that you believe is critical for customer success in a business both from an employee perspective and from the leadership perspective. · So, could you share maybe just some insight for us on what you believe is the future of AI as best as you can, because AI does cover a lot of stuff. But what do you believe is the future of AI? And how will that impact human interaction? · So, can you also share, and each of you can give me your answer to this particular question. What's the one online resource, tool, website or app that you absolutely cannot live without in your business? · If you could share with me maybe a book that you read recently, or even a very long time ago, but it has still had a very great impact on you, whether from a professional capacity or even a personal development capacity. · Now, can you also share with us what's the one thing that is going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people. · Where can listeners find you online? · Now, before we close off the episode, we always like to ask our guests, do you have a quote or a saying that in times of adversity or challenge you will tend to revert to this quote if for any reason you get the real or you get off track, the quote kind of helps to get you back on track. Do you have one of those? Highlights Alan and Dave's Journey Me: We always like to ask our guests if they could share in their own words a little bit about their journey. So basically, how it is that you got from where you were to where you are today.   Alan Williams: Alan shared that he started off in commercial hospitality management. So, he remembered being at school thinking, he wants to go to university, but he wants to do a degree that's going to help him get a job.  And he really didn't like the idea of what he at that time considered to be really boring businesses like banking, where you're sat in an office all day. And he was lucky enough to get a holiday job in a hotel, and he thought that's it, exciting, looking after people, fun.  So, that was the beginning. And then he moved somewhat later in his career into workplace management. So you might know it as facilities management, so all of the services in workplaces offices, and he referred to them those offices actually, as they're really hotels with desks instead of beds, that's the only difference. And then he set up SERVICEBRAND GLOBAL in 2005, and he's been helping progressive leaders in organizations around the world since then, using what he learned in the hospitality sector.  Dave Stubberfield: Dave shared that for him, he guesses similar to a degree. So, he was just about leaving school and the careers advisor said, you've got the potential to go to university, but he didn't really know what for. So, he decided against it and tried the apprenticeship route in the corporate space, which he loved, and a lot of customer facing roles. Then there was an initiative called Lean, where he became kind of a Six Sigma qualified individual. And then it just kind of spiraled into attaching customer experience to the continuous improvement framework, really. And how changes adapt in organizations. And then, 2020 set up Carter Consultancy, and he hasn't looked back since. So yeah, he loves what he does.   About Alan and Dave's Book – Supercharging the Customer Experience and Three Overarching Themes the Book Focuses On Me: All right, thank you so much, gentleman. Now, the both of you teamed up together and wrote this awesome book Supercharging the Customer Experience. Can you share with our listeners and either of you can answer this question, a little bit about the book, maybe two or three overarching themes that the book focuses on and who is the book geared towards?   Dave Stubberfield: Dave shared that he's known Alan for a few years now. But it just so happens that they were interested in creating a customer experience development programme for the BQF, The British Quality Foundation. And the President kind of joined them together and said, “Look, you're both trying to achieve the same things.” So very, very quickly, during their initial meeting, they realized that they are very aligned in how they think and what they wanted to achieve. And through the development of that programme, and Alan out of the blue turns and he said to Dave, “This has got the makings of a great book. Do you want to write one?” And like a rabbit in the headlights, he just kind of froze, and then said, “Yes, let's do that.”  And so, through Alan's guidance from his previous experience of being an author, he's brought him on that journey with him and he's really, really enjoyed it. And the foundation to the book really stemmed from the training, the development programme they put together, which is really all about putting CX into context. They believe there's a lot of content out there. He's going to leave Alan to drop the question in a second, but they believe there's a lot of content out there. But they believe that the actual application of customer experience doesn't happen as frequently as it should, which led us to the question, Alan?   Alan Williams: Alan shared that's right. When they were thinking about the book, they were thinking, well, how is this book going to be any different to all of the others out there on the topic of customer experience? Because don't know if you've checked, but there's just like so many books on the topic. And they just found themselves with this question, which is, “With all the content on the topic that's out there, why is great customer experience so rare?” It doesn't make sense if there's all that resource out there to guide people.  And that was what Dave's just touched on there that the problem, and the challenge is that so much of the time people are focused on content, and knowledge, rather than the practical application of that knowledge on a day in day out basis. And that's why the great customer experience is so rare. And in the book, they provide a framework that helps you whatever sector you're in, wherever you are in the world, whatever the size of your organization provides you with a framework that can help to guide you create your own customer experience strategy that suits your own particular individual circumstances.   Me: All right, so let's use a use example, a use case, I like the fact that you gentleman said that you want to focus on the practical because you are very correct. There are many, many books out there on CX and EX. And you read the content, and it's focused on knowledge, the definitions, the theory, but how does that really work with an organization, with people, with their behaviour, we getting them motivated with having them intrinsically applying that in every single interaction regardless of the channel that they're serving the customer on. So, you can choose a business, I will leave it up to you in terms of the use case, just give us an example of based on the framework that you have in the book, how does this really apply to a business?   Alan Williams: Alan shared that he's not even going to choose a particular business. He thinks that sometimes when you do that, you're kind of dragged into generalization. So, he's just going to tell you a story. And it was a business that he was working in and they focused really hard on everybody that was in the organization understanding that they were part of delivering a great customer service and their job was to make their customers and clients feel important, that was the reason that they were all there.  And he remembered on reception, they were expecting a guy attending a very important meeting. And so obviously, they knew in advance that he was arriving, and they have pre-prepared a name badge, they also aimed to greet people before they introduce themselves in this particular environment. And so that happened, the receptionist greeted the gentleman by name, but they had not expected one thing, and that is that he brought with him a small terrier dog. Now, the receptionist actually said to him, complimented him on the dog, and then said, “And now Sir, if you could just lift him up in front of the camera.” and produce a name badge for the dog. And the guy went into the meeting room and announced to the people from the client organization, “That is the best welcome I've ever had anywhere in the world.” And then the meeting was a great success, down to that receptionist. So, the reason he loves that story is because it really emphasizes the importance of people understanding the big why they're there, rather than getting consumed and distracted with the small tasks that they might have to do in order to satisfy them.   Behaviours that are Critical for Customer Success in a Business from an Employee Perspective and from the Leadership Perspective Me: Now, based on your research, and your experience, both of you in the CX space, if you were to choose maybe two or three behaviours that you believe is critical for customer success in a business, and I'm not just talking from the employee perspective, but also from the leadership perspective, like what are the three key behaviours that will more than likely lead to a culture where people have that customer centric mindset, regardless of the type of customer, how complex the problem or issue might be, but they're always driven by that because of those core behaviours. Would you be able to identify what those if you were to pick three, what those would be?   Dave Stubberfield: Dave shared that he can start with one for sure. And the one that leaps out with him is Empathy. And that runs from a kind of a customer facing team into the customer, but like you said, it's the leadership into to the rest of the teams and the organization. He thinks having that empathetic understanding of what people might be trying to do, or what they're going through, is so powerful.  And we're stepping into the realms of emotional intelligence here. And to the point that Alan's just made in that in that story, which is fantastic. People have to buy into that, right. So, they have to buy into that culture of trying to achieve and deliver that experience, not once but every single time. And he thinks that starts with a lot of empathy. He knows some leaders that are not very empathetic, shall we say, and don't understand why they can't achieve the results they want to achieve, not only in the business, but in the customer experience space as well. So, he would lead with empathy being one of the most powerful ones because it unlocks so much. Alan, I don't know if you've got anything to add to that at all?   Alan Williams: Alan shared that he'll go with number two, though, which he thinks is about positivity. So, when a customer asks you for something, the answer is yes. And it might not be exactly what they were expecting or had asked for. But how often do you hear, no, can't do that. And that's really not a good start to a conversation. So, he'd follow empathy with Positivity.   Dave Stubberfield: Dave stated that he would go number three is probably Communication. And that he guesses all ties everything up together nicely. He thinks sometimes, again, starting at the top with leadership, they might send a message once, whether it's via email, or it could be in person, it could be a presentation, and some people think that they can just deliver that message once and everyone gets it and understand it, it needs to be reinforced, it needs to become part of the embedded as part of the DNA of the organization. And that message needs to be repeated so it's understood and lived every single day. And he thinks having a great deal of empathy, and positivity, it just needs to be reinforced through communication, he personally believes.   Alan Williams: Alan asked can they give you just one extra one as a bit of added value. So, he'd go with Obsessive Attention to Detail. And this is kind of every person, every day, every minute, because consistency is what makes the great businesses set apart from those that are good some of the time. And that's because everybody in the organization knows the fine detail of what's required, and is then committed to delivering that every single time.   Me: All right, so Empathy, Positivity, Vommunication and Obsessive Attention to detail. Okay, thank you so much, gentlemen.    Insight on the Future of AI and How it Will Impact Human Interaction Me: Now, I liked the fact that most of what you talked about focuses on people, focuses on behaviour, focuses on relationships, practical things that we can see, things that we do every day. I found, and I'm sure you've seen it as well, that in the last, I would say, maybe two or three years or even before but definitely in the last two or three years, there has been a lot of emergence in the space of technology with artificial intelligence. And I find that organizations sometimes may not necessarily be integrating it or using it in the best way possible to ensure that it's not replacing humans, but more so helping humans that can really help the overall experience.  And I'll give you an example. Over the weekend, I had a friend that has a mobile modem and we were having some issues adding some data to it and we called our local telecommunication company, reached out to them through their website. Actually no, we did it through their app that was on the phone, but the app has a Bot at the top and the bots name was Ruby. But Ruby can't answer any questions, Ruby doesn't remember what you told her before. And so, you tell Ruby, I'd like to speak with a representative, Ruby starts a conversation again, “Please provide me with your name and account number. Please tell me exactly what your query is about.” And I told Ruby that before and I felt like I was going in circles, it was just crazy. So, could you share maybe just some insight for us on what you believe is the future of AI as best as you can, because AI does cover a lot of stuff. But what do you believe is the future of AI? And how will that impact human interaction?   Dave Stubberfield: Dave shared that it's really interesting. And they cover a lot of this in the book. And honestly, you could spend hours upon hours doing research. And he kind of immersed himself into this. You're spot on, AI is kind of forefront of technology at the minute, everyone seems to be dipping into it. You've also got augmented reality that people are looking at as well and they are fantastic things, and it's just incredible what some of these things can do. The problem that organizations have today is they see something shiny, something sparkly and go, right, we need that. And they try and integrate it and it's just kind of a lift and shift, kind of slot it into a place, and it fits in just or they've squeezed things around, and they go perfect. We can take our AI integration box off, we've done that.  But like you've just said there, there's not been any kind of sort of thinking or thought process around how we actually integrate that to the all of the other services and ways of communication that we have as an organization, that omni channel element hasn't been considered, we just see AI as a way potentially to do something with generative text, for example. And we go yep, okay, we can we can get that in, we can do that there, and boom, it's done. It's thinking about the entire process.  And he thinks another element to that is, let's say one organization in a certain industry does something that's quite revolutionary. Other companies in the same industry or even outside the industry might try and replicate that and they haven't considered how they operate as an organization, the value they deliver to their customers, and if it actually works. He thinks a lot of people feel like they might miss the boat if they don't sort of get on board with the technology bus, because it's just constantly changing. So, there's a lot of risk when it comes to technology, you need to do your research, your homework and what fits for the business.  And for him, it's thinking about it from a people point of view, technology's forefront of the minute AI, you name it, there's lots it can do. But it needs to work for people. And that's the thing, really, he thinks sometimes isn't considered. So, that would be his thought. Alan, I don't know if you've got anything to add to that at all.   Alan Williams: Alan shared that he thinks that the issue is that people consider technology to be an alternative solution, whereas in fact, it should just be a support to people. So, when you've got predictability and high volume, then sure, he thinks technology can be a massive help in that sort of situation. But where you've got unpredictability, and perhaps volume that is up and down, then it's much less helpful. And it might be that a human being could deal with that much, much better. So, the big thing, though, is this thing about technology being a tool, rather than the be all and end all and he liken it to a scalpel, a scalpel in the hands of a really experienced surgeon can save people's lives. But in the hands of somebody who doesn't know what they're doing can be really dangerous. And it's the same with tech and customer experience.   App, Website or Tool that Alan and Dave Absolutely Can't Live Without in Their Businesses When asked about an online resource that they can't live without in their business:  Dave Stubberfield: Dave stated what a question. He's going to be totally contradictory to what he just said, he going to go ChatGPT. So, he uses that as a bit of a sounding board, really. So, in his organization, it's just him. So, sometimes when he has a bit of an idea, he thinks, “Oh, okay, maybe I should post it on social media or I should do this and have a bit of an idea.” He will often ask Alan because they are very alike, but sometimes he will just put a bit of a question into ChatGPT and asked for maybe what's relevant or how he should do a certain thing. And knowing that it's not always 100% accurate, he uses that as kind of as a gauge really to see if he's on the right track.  It's funny, he will put something into ChatGPT, for example. Let's say he wanted to do a LinkedIn post this week and he might say, “Give me five myths about customer experience that we can debunk.” And he might find one of them, he goes, “Well, that's not a myth at all. That's the complete truth.” So, he might swing it in a way that he thinks is his own personal view and opinion. And he uses that as kind of a something to generate a bit of a conversation with himself rather than just talking to the brick wall. So for him, he quite often uses ChatGPT, he would say he's using it daily, which is, it's mad really how it's become so prominent in people's lives.   Alan Williams: Alan shared that he's going to add to his CV that Dave asked him before ChatGPT that'd go down really well. His, is his Outlook Calendar. He's a bit too reliant on this. Basically, if it's not on the calendar, he's not there. And occasionally, he was telling somebody just the other day how he was just about to go into a lunch meeting and he got a message from somebody saying, “Really looking forward to seeing you for lunch today.” And he had to have a very quick lunch meeting and then get to the other one and not tell the person. But his calendar is his.   Me: So, Calendar and ChatGPT. Excellent.   Books that Have Had the Biggest Impact on Alan and Dave Me: Now, I usually ask the question, what book or books have had the biggest impact on you? I noticed in your book, which I love about how the layout of the book was done, that at the end of each chapter, you have a little box that says, “Want to know more” with resources in the form of articles and books that the reader can access if they want to gain additional information. I think that's brilliant. But I will still ask it. So, if you could share with me maybe a book that you read recently, or even a very long time ago, but it has still had a very great impact on you, whether from a professional capacity or even a personal development capacity.   Alan Williams: When asked about books that have had the biggest impact, Alan shared that his is a long time ago, actually. So, The Balanced Scorecard: Translating Strategy into Action by Robert S. Kaplan and David P. Norton. So, basically, this is about making sure that your business is balanced and looking after all of the different stakeholder groups, rather than being just focused on generating profit. And over the years, that kind of sentiment he thinks has grown into triple quadruple bottom line ESG, all of the terms that are given to it, but basically a very, very similar message in that you're managing your business holistically, rather than just to generate profits. So, that's his.    Dave Stubberfield: Dave shared that he's got a few that springs to mind. And the one he's going to talk about most prominently is the one he's listened to recently is the One Minute Manager by Kenneth H. Blanchard. This was a recommendation to him, he's heard it and seen the sites all around, but he's never actually taken the time to listen to it. So, that for him was really, really interesting because it talks about trying to do things in a minute, setting goals that people can read in a minute. Having reviews whether it's positive or negative in a minute, so you can redirect people or praise people. And he thinks a lot of us get bogged down in just day to day life, that everything becomes much more intense than it needs to be. So, that One Minute Manager for him, it was talking specifically about managing a team in an organization. But he thinks you can apply it to absolutely anything. So, that's the one he's listened to most recently that has been phenomenal and eye opening for me.   One that he would like to call out that he's previously listened to is The Prosperous Coach: Increase Income and Impact for You and Your Clients by Steve Chandler. So, coaching is a part of what he does and t that was something that really helped him and kind of confirmed to him and validate that he can do what he's doing, which was amazing, because he had a lot of doubt at the time when he started if he's a massive suffer of the imposter syndrome. So, that was really good for him personally.  And the other one he was considering? It was, Who Moved My Cheese?: An Amazing Way To Deal With Change In Your Work And In Your Life by Spencer Johnson, which is just he thinks it's a staple, if you haven't read or listened to that, then go and listen to that. That's phenomenal.   What Alan and Dave are Really Excited About Now! Alan Williams: When asked about something that they are excited about Alan shared that this is going to be boring to some people, because the CX in context development programme, he's thrilled about this, because they've started to deliver to clients, and the feedback has just been fantastic. And people are just saying, this is a real eye opener, because CX cannot just be treated in isolation, it is inextricably connected to other parts of the business. And this framework helps them to do that in a really simple to understand way and a very practical way. When he gets that sort of feedback, it makes him feel that it's been worth putting together what they've put together because it's good to be able to help so many people out there.   Dave Stubberfield: Dave shared that for him, he could quite easily say the same thing. But he's going to be different. So, he would say in the past 18 months, he's been developing an online tool that's called Nova. And Nova is a way and means of teams, organizations to measure how well they are implementing continuous improvement in their business, or in their team or in their organization. And that is something he's done for a long time and he used to do it by an Excel spreadsheet. And talking to a friend of his, he said, “Dave, why on earth are you using a spreadsheet in this day and age?” And he kind of sat back and thought, “Okay, I should practice what I preach here and change what I do.” And it's led to this tool, which he personally believes is cutting edge.  So, basically, it's an assessment that each team would do in an organization, it will give them a score, it will give them actions to do, it will give industry insights as well, based on the information that's been provided, just so that it can help the team progress. That then creates an aggregated score up to the leadership, and that can be viewed across the leadership peers and the group. So, if you've got an entire organization, you've got a continuous improvement score, essentially, for the entire organization with industry insights that help drive the improvement of that organization and with Alan's help, they're going to look at introducing customer experience to that later in the year.  They've also got plans to introduce change management as well, as well as vision values, employee engagement, they see this as a potential game changer tool that can disrupt organizations for the better. So, a lot of positive to come from that. And that's not long been launched really, the start of this year and they've seen some really, really interesting returns on investment as well. So, fingers crossed that's one for the future.   Me: That sounds amazing, Dave. Is that available to anyone in the public? Or it's still in beta?   Dave shared that it's available to absolutely everyone and anyone that might be a little bit unsure, a little bit reluctant to get involved or have a look, there's a free business health check at the very beginning that you can take, an initial assessment that sort of points you in the right direction, ask some leading questions to get you thinking, “Are you doing the right thing?” And at the end of it, it will tell you how you're performing based on that information and their suggestions moving forward. So, there's a bit of a freebie at the front as well.   Me: Now, my next question would be where can our listeners find that resource online?   Dave shared that they can find that at www.thinknova.uk    Where Can We Find Alan and Dave Online Alan Williams - Company website – www.servicebrand.global.com LinkedIn – Alan Williams   Dave Stubberfield - LinkedIn – Dave Stubberfield Dave's company website – www.carter-consultancy.com   Quote or Saying that During Times of Adversity Alan and Dave Uses  Me: Now, before we close off the episode, we always like to ask our guests, do you have a quote or a saying that in times of adversity or challenge you will tend to revert to this quote if for any reason you get the real or you get off track, the quote kind of helps to get you back on track. Do you have one of those?   Alan Williams: When asked about a quote or saying that they tent to revert to, Alan shared that this relates to the book, actually. So, he created this the end of last year (2023) and that is, “Content without context is toast.”   Me: I saw that in the book, I thought it was kind of cute. So, can you tell our listeners a little bit about how that quote brings you back on track?   Alan shared that it originated really from culture eats strategy for breakfast, it's like that kind of ring and tone to it. And he was just thinking about how so much, especially with social media, it's all about pumping stuff out there. But he thinks it really helps you to recollect yourself if you remember that your particular situation is unique. And you just need to focus on that. Don't get worried with all of the possibilities of all of the content, just think about what situation you're in right now and that will help you deal with it.   Me: All right. Thank you so much, Alan. Dave, do you have one of those quotes?   Dave Stubberfield: Dave shared that he does, his is a bit cheesy, people might hear and go, oh, no. But his one is, “Teamwork makes the dream work.” And he thinks, for him, to put that into context, again, he's spoken that he's solo in the business. But he thinks realizing that collaboration is king, really. So, let's take the book as an example. There would have been days, he's sure, that he would have been not really 100%, and not firing on all cylinders. But he knew that he would have to present something to Alan later in that day to say, “This is what I've done or what I've produced.” So, that would be that factor.  But there would also be helping Alan out. If Alan said, Ok, we've got 10 actions to do, but I'm in meetings for the rest of the week, he would go leave that with me. I'll pick that up. he'll take the strain. And he thinks that's part of that teamwork. And he thinks, again, that's part of why they work so well, because they do have the ability to understand when someone hasn't got the time or the space. The other person just seems to pick it up from somewhere. He doesn't understand how or why, it's a bit of a dark art, but it seems to be working well for them. But that for him is the one, knowing that collaborating with people is often going to be so more advantageous to absolutely everyone. That's the one for him that pulls him out of that pit sometimes where he might not be feeling great.   Me: All right, thank you so much. So, Alan's quote, “Content without context is toast.” And Dave's quote is, “Teamwork makes the dream work.” Now, both quotes are phenomenal. And just to kind of piggyback on what Dave said just now, I say it all the time in customer service trainings, no man is an island, and the reason why an organization has more than one person working in it is we all have to work together. Everyone's role is important. You gentlemen wrote this book and I'm sure that it required a lot of sweat, tears, hard work, focus, just a lot of energy and engagement that you both had to put into it. And it wouldn't be the success that it is today if it is that you didn't put that effort into it. So, I fully, fully, fully endorse both the quotes that you've given to us.  And just want to remind our listeners that customer experience is a journey, it's not something you're going to get to overnight or in an hour. It's not something that you're going to just get from one book. And it's something that we continually work to improve every single day that we get the opportunity to work on it. So, thank you so much for sharing your great insights about your book, about all the different things that you're doing in your organizations, with your own clients. It was really a great interview and I hope you had as much fun as I did.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links • The Balanced Scorecard: Translating Strategy into Action by Robert S. Kaplan and David P. Norton •  The One Minute Manager by Kenneth H. Blanchard •  The Prosperous Coach: Increase Income and Impact for You and Your Clients by Steve Chandler •  Who Moved My Cheese?: An Amazing Way To Deal With Change In Your Work And Life by Spencer Johnson   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Interview with Ben Mills who is the CEO and co-founder of Meso. We discuss:- His time at PayPal/Venmo and Solana labs - How Meso is helping to improve crypto payments by connecting banks and crypto apps- Impact of Stablecoins on payments- Bitcoin ETFs - Crypto Regulations 

Robert Scarperi, Bob has been a leader in professional services, SaaS, financial services, ad tech mar tech, and management consulting for 32 years. His company, Revenue Vision Partners is the industry's leading data-driven revenue growth consulting firm. Questions · Could you share with our listeners, just a little bit about how you got from where you were to where you are today? · You wrote a book called Data and Diagnosis-Driven Selling with three other gentlemen. So, could you take a minute to kind of just go through maybe three overarching themes that the book focuses on? And just how do you believe this can really help an organization to deliver a great customer experience? · Now, I'd like for you to share with us what's the one online tool, resource, website or application that you absolutely can't live without in your business? · Can you also share with us maybe one or two books that you have read, 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 your development and even your continued growth. · Now, Bob, could you also share with our listeners, what's the one thing that's going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people. · Where can listeners find you online? · Now, Bob, before we wrap up, we always like to give our guests an opportunity to share. I'm not sure if you have one of these but a quote that you would tend to revert to if for any reason you are faced with some form of adversity, or challenge, but that quote will help to get you refocused, get you back on track, and just help you if for any reason you got the real or you got off track. Highlights Bob's Journey  Me: Now, we always like to give our listeners an opportunity to hear from the guest, in their own words, a little bit about your journey. And it has been quite a long journey, 32 years is a good amount of time to have under your belt in all of these wonderful areas. So, could you share with our listeners, just a little bit about how you got from where you were to where you are today?   Bob shared that right around the time he was finishing college, he had a really strong pull to get into sales, he was extremely lucky to have had a best friend's father was the top sales guy at Automatic Data Processing, ADP, which is sort of known to be one of the best and strongest sales driven cultures in the Fortune 100.  And right from the very beginning, all of their structure, rigor, process, intensity really meshed with his personality and his sort of competitive nature. And so, he was lucky enough to have some early success, he's very, very grateful for how much faith they had in him from an early age, giving him opportunities to run sales teams and move and get to experience new geographies and have really great experiences in such a phenomenally well-run company.  And then without going into too much detail, of course, his journey took him through a number of different industries, early days of ad tech, he worked for a long time as an equity sales and trading person at AllianceBernstein. He was lucky enough also to have some leadership positions, run sales teams internationally.  And then toward the last 10 years of his career, he had three Chief Revenue Officer roles in high growth technology companies where he really started to embrace being a leader who prided himself on installing a systematic data driven approach.  And toward the end of that decade, he decided he really wanted to do that as a consultant for a portfolio of companies so that he could be really working through various kind of company challenges in different industries with private equity firms as their partner. So, that's what brought him to where he is now.   About Bob's Book – Data and Diagnosis-Driven Selling and Three Overarching Themes That Can Help Organizations Enhance Customer Experience Me: Now, Bob, you wrote a book called Data and Diagnosis-Driven Selling: Leveraging insights, intelligence and the power of AI to deliver efficient, durable revenue growth with three other gentlemen, Mark Petruzzi, Ray Rike and Paul Melchiorre. So, could you take a minute to kind of just go through maybe three overarching themes that the book focuses on? And just how do you believe this can really help an organization to deliver a great customer experience? And I'd love for you to maybe segment it for us, because selling covers so many different areas. If you're selling to a business versus if you're selling to a customer….an individual, so maybe you could take one of those areas and kind of just break it down for us. And just give examples of what you wrote about in the book can really help teams that are in sales because sales is critical, it's a lifeline of any business. But how can the sales team really drive a quality customer experience that can drive to a high customer retention rate, because at the end of the day, that's really what all businesses are aiming for, as you're going to be able to keep your customers for life.   Bob shared that regarding who it's written for, it would really be for anyone selling to or trying to persuade a group of decision makers, so, usually an organization where a number of people contribute to a decision that is primarily in B2B sales. But if you find yourself in a position where you are trying to convince a town council to vote your way on a specific issue that's been a problem for the community or anything else where there are a group of people who need to kind of come together to make a decision, their book will help you.  And the way that it helps you is it lays out an approach that is not only proven by some of the most successful people in B2B sales, but it's also modern, utilizing the most high quality available B2B data. And they also talk about systems support, and AI as a tool that can help the modern salesperson navigate this very complex selling environment with multiple decisions in a tough time in the market, the macro environment is currently as complex as it's ever been. And being successful in sales at the moment is also as challenging and complex as it's ever been.   Me: So, I kind of wanted you also to maybe just go into, I would say, as I said, three overarching themes that the book focuses on. So, you mentioned AI and it's a very hot topic right across, I think, across the world, really, since it was introduced, especially since it's so accessible to everyone currently. But what does that really mean when you are selling to someone? Because at the end of the day, you're still dealing with human beings, so, what is the data really going to tell you? Or how is it going to help you to navigate that conversation? Because there has to be some human interaction, right? So, I kind of want you to walk us through that process.   Bob shared that the book talks about two different types of AI and it's really exciting because he doesn't think there is a sales book currently that, again, not only combines improving elements with AI and data approaches, but the two types of AI are generative AI, those would be systems like Chat GPT, who can help you create content in order to be compelling in a sales process. And predictive AI, technologies like and he'll use an example, Clari, which is a tool that helps sales teams understand which of their open sales opportunities have the highest probability of closing, based on a myriad of factors. So, they do get into really solid detail and they also have contributors in the book who are experts in various topics and tell stories about how they've used these tools successfully.   Me: So, that's excellent, very good explanation on the generative and predictive AI. Because I do believe that we throw toward around so much in different industries, especially in the customer experience industry, many people believe that artificial intelligence is going to replace human beings and we're all going to be obsolete and not worth any value anymore. But I'm not there yet. And I live in Kingston, Jamaica, where we use technology here a lot, but we are not going to get to that point anytime soon, definitely not in my lifetime where you're not going to need people because we are still a society that is heavily dependent on people interaction. For example, in our banks here, and I compare it to the United States all the time. The banks are still full, 50….40 people standing in the banks. I travelled to the US quite often and I go to different financial institutions, and they are empty, there's nobody physically standing in there, there are no lines lined up outside or people lined up inside. So, just in terms of the culture and the behaviour of people just don't believe that we're going to eliminate the people component in customer experience, because people still like to deal with people, right?   Bob agreed yes, absolutely. And it's funny because he does feel like and the way that they lay it out in the book, AI can put you in a position to have more and better live human interactions with the right audience, if used properly. It doesn't replace humans; it sets humans up to be the best version of themselves and optimize their approach every day.   Me: I love it. So, it's really supposed to help us to interact better, to get to decisions faster, to understand people's behaviours quicker, to find solutions that are more need based, because a lot of times salespeople sell you stuff, they're driven by the quotas that they need to meet, they're driven by the pressures that their organizations put on them. But when you match value to the experience that the person is having and are they really getting the right solution, a lot of times down the road when there is like let's say a survey that's being done, or some form of focus group, especially if they're losing customers over a period of time, you realize that it wasn't even the right solution that was given to the client, or it wasn't being managed the proper way. And I guess, if they had the right data from day one, and it was being provided in the right way, they wouldn't have lost the customer in the first place.   Bob stated yes, he couldn't agree more. The third theme of the book is utilizing simple data science in order to ensure that your sales approach is driven by your Ideal Customer Profile (IDP). And he'll just briefly state that as a sales leader, he had gotten frustrated by knowing that focusing on the ideal customer profile was the right thing and then defining that and making that approach data driven was impossible. It was a very distant and vague concept. But he believes that they own the very best definition now of what the ideal customer profile is and how to take that definition and identify score and rank specific prospects and clients that are the best match to that ideal customer profile and create an entire commercial approach with that as the foundation.   Me: All right, and what is the definition that you have identified in the book as your ideal customer profile?   Bob shared that it's basically utilizing firmographic traits to know what industry, what sub sector, what size of the company, how much it's growing, what web scraping tells you about a company, when you can build a model that identifies those common traits in your best customers, and utilize expert panels to ensure that the model has picked up on the right signals, that is the best way to create an ideal customer profile, and again, score and rank accounts. That's quite technical, but it's all in the book.   Me: Yes, agreed. And our listeners would have tapped into this episode, and they'd like to put their hands on your book, where can they find it?   Bob shared that the book, it's available in all the major outlets, but he will tell you, he's a huge fan of Amazon and is readily available on Amazon in softcover, hardcover, and they'll have an audio version available within three weeks of today (May 09. 2024).   Me: Oh, okay, that was actually going to be my next question. Do you have it available on Audible? And you better get used to this voice because it's 80% of the narration is done by him (Bob).    App, Website or Tool that Bob Absolutely Can't Live Without in His Business When asked about online resource that he cannot live without in his business, Bob shared ZoomInfo. ZoomInfo provides a backbone to a lot of the data work that they do at Revenue Vision Partners. And when they were in the marketplace to procure data assets, they did a thorough evaluation, they were convinced at the time and four plus years later, he continued to be convinced that ZoomInfo has the best B2B data available in the market.   Books that Have Had the Biggest Impact on Bob When asked about books that have had a great impact, Bob shared that he would say that far and away, Strategic Selling: The Unique Sales System Proven Successful by America's Best Companies by Robert B. Miller and Stephen Heiman is the number one book that has contributed to the way that he has approached sales since the early 90s. He feels it lays out the most logical and powerful and consistent approach or methodology for B2B sales.  What they tried to do with the new book is take methodologies like Strategic Selling, SPIN Selling, The Challenger Sale, and modernize the approach again with Data and Diagnosis and AI and build upon those methodologies.   What Bob is Really Excited About Now! When asked about something that he's excited about, Bob shared that in their firm right now, they're doing one of these ideal customer profile-based data projects for a very large, diversified industrial company who services about a dozen different end markets. They're a multi-billion-dollar organization, they've run a pilot in one of their key divisions and it's been a phenomenally successful data model.  And he's convinced that their are hundreds of salespeople are going to utilize their time better, they're going to sell bigger and better fit accounts, they're going to be more gratified in their jobs, the company's going to gain market share in a more consistent and repeatable way.  And it's thrilling to do that, because this was the promise that they built their company on, and this couldn't be a better group of humans to work with who he just wants to see them succeed for all the right reasons. So, he's so excited about this journey, they're just far enough along where there's proof that it's working and there's so much ahead of them in terms of their ability to empower them to succeed.   Me: All right, I'm excited too, just hearing all of the great opportunities that lie ahead.   Bob shared that in his tennis game, he feels like his backhand is really ready for summer.   Me: Do you play competitively, or do you just play for fun?   Bob stated that he plays intermediate competitively. So, he can be pretty terrible. He has a couple of great shots and feel really good about himself, but it's a blast.   Where Can We Find Bob Online LinkedIn – Bob Scarperi Company LinkedIn – Revenue Vision Partners Instagram – @bobbyscarp Website - www.revenuevisionpartners.com Facebook – Bob Scarperi   Quote or Saying that During Times of Adversity Bob Uses  When asked about a quote or saying that he tends to revert to, Bob shared that it's quite a long one, so, he's not going to quote the whole thing, but unless he takes up the rest of the time, but it is, The Man in the Arena, quote by Teddy Roosevelt.  And starting a business in one's middle age with lots of financial obligations, including three kids, two step-kids, etc…etc…has been a really bold decision and quite terrifying at times. And every time he wonders if he's done the right thing, he grounds himself in that amazing speech and always feel like he comes back to believing that he was born to do something bold and that living through terrifying entrepreneurial moments are part of that and the victories that one is lucky enough to experience when they make that brave and bold decision are that much sweeter than then any other career related victories in his life. Of course, his highest highs have to do with his kids, but that whole man in the arena concept keeps him going every day. “It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood; who strives valiantly; who errs, who comes short again and again, because there is no effort without error and shortcoming; but who does actually strive to do the deeds; who knows great enthusiasms, the great devotions; who spends himself in a worthy cause; who at the best knows in the end the triumph of high achievement, and who at the worst, if he fails, at least fails while daring greatly, so that his place shall never be with those cold and timid souls who neither know victory nor defeat.”    Me: So, we will have that full quote in the Show Notes of our episode, the Teddy Roosevelt quote, along with what you shared just now as it relates to kind of getting you back refocused on why you do what you do.   Bob shared that and if you saw the Tom Brady roast on Netflix, Matt Damon does a great job of narrating the entire thing.   Me: All right, Bob, thank you so much for jumping on our podcast today and sharing all these great insights as it relates to Diagnostic Selling and Data Driven Selling, as well as Artificial Intelligence and the ICP, it's all great information. I've started consuming a part of the content of the book, but I just believe I'd get so much more from the audible. So, I'm actually going to wait until it's released in the next three weeks to continue, I just believe I get so much more listening to it rather than reading it. But I would recommend for anyone that is a listener to our podcast to tap into this awesome resource that Bob and his team have so graciously given to us in the world, it's a great resource. And I believe that if we continue to try to find ways to add value to people's lives, create opportunities that you're really providing the solutions that your customers want, that will allow them to be your customer for life, through the techniques that you use to ensure that you are selling the right way, making the decisions the right way, your customer experience will take care of itself. So, thank you so much.   Please connect with us on X @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links •     Data and Diagnosis-Driven Selling: Leveraging insights, intelligence and the power of AI to deliver efficient, durable revenue growth by Bob Scarperi •     Strategic Selling: The Unique Sales System Proven Successful by America's Best Companies by Robert B. Miller and Stephen Heiman    The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Alison is joined by good friend Valentino Khan for a special guest host episode!Don't forget to rate & review on all of your favorite podcast apps! Post your comments on twitter @awonderland #RADIOWONDERLANDTracklist1. RADIO WONDERLAND OPENER2. Wavedash & Madeon - All Ur Luv (feat. Toro y Moi)3. demotapes - anywhere but here4. DJ Sliink - JUMP5. SLUMBERJACK - To Be Loved6. EBEN - Need you7. Tisoki & Godlands - u want me 2.08. Montell2099 x FrostTop - PRISM9. Nosphere CERES - 2ME10. Snavs - Hold On11. CONTROL FREAK - WE RUN THIS12. CHROMEBODIES - Stay feat. Lyrah13. Boombox Cartel, MKLA - Guide You (Signal)14. MeSo & Kurei - Dark Moon15. BICEP - CHROMA 001 HELIUM16. Vandelux - All I've Ever Known (Justin Jay Remix)17. ero808 - S.O.M.F18. IOVA - Vantablack19. MALIXE - Higher20. Brutalismus 3000 - Europaträume

In this episode, Lindsay discusses her struggles with illness during the month of January and updates about the IVF process. She also introduces the 'one more rep' challenge in her BeStrong community. Lindsay explores the importance of understanding the point of failure in training and encourages her community to push to their limits. She addresses the concept of taking into consideration an individual's goals, preference and physiology. Lindsay also analyzes the benefits and drawbacks of high rep and low rep schemes, emphasizing that depending on a person's unique circumstances and goals, one may be more beneficial than the other.ANNOUNCING!! - BeStrong - My inner circle community - Join HEREMembership gives you access to….Training App with dozens of programs to choose fromCourses :Learn Step Away from Tracking and Mindfully EatHow to set up a Fat Loss planSetting up your Muscle building phase.Community & Support with specific groups that share you same goals$500 worth in give aways monthlyMonthly Themes and Challenges to increase your learning and help you BECOME the person you want to be.December - Fitness Flexibility - How to Stay Present with family and Your fitness GoalsJanuary - Becoming the master of proteinWeekly LivesRecipesUpload videos of exercises for form reviews done by me!Chapters:00:00 Welcome!01:54 BeStrong Challenges07:29 Talking Rep Ranges09:53 What is low rep range vs high rep range?11:47 Who should choose low reps?20:25 Why would someone choose a higher rep scheme?26:40 Advantages of higher rep schemes28:31 The cons of higher rep schemes30:17 Meso, micro, and macro cycles33:27 People don't always know how to push themselves