Podcasts about net promoter score nps

Amber Pandya loves to help people and businesses thrive. She proves this every day in her role as Senior Director of Employee Experience at G2, where she helps employees reach their PEAK. Mentioned on the ShowConnect with Amber Pandya on LinkedIn: https://www.linkedin.com/in/amberpandyaAmber's profile on G2: https://learn.g2.com/author/amber-pandyaPEAK—Performance; Entrepreneurship; Authenticity; Kindness. Learn more about G2 and their PEAK culture: https://company.g2.com/about_______________________Connect with O'Brien McMahon on LinkedIn: https://www.linkedin.com/in/obrienmcmahon/Learn more about O'Brien: https://obrienmcmahon.com/________________________Timestamps(00:00) – Welcome to People Business(02:23) – What do you do at G2?    (03:34) – What is G2?  (08:17) – What are the key differences and similarities between working in-house versus consulting?  (12:55) – Please explain G2's "PEAK" values?  (19:16) – What organizational factors does Amber see as blockers to employee performance, either at G2 or in other companies?  (24:34) – How easy or difficult is it to remove a process once it has been implemented at G2?  (27:54) – How does G2 balance its Kindness value with a Performance-Driven culture?  (33:03) – What does authenticity mean at G2? How do you think about bringing your "whole self" to work?  (37:00) – How does G2 personalize and maintain its culture as it scales to a larger organization?  (41:11) – What is an INPS (Inclusion Net Promoter Score), and how does G2 use it alongside other data?  (43:36) – Why is the Net Promoter Score (NPS) considered valuable?  (47:39) – Who creates the actionable steps in the Voice of the Employee report? How do they assist leaders in improving performance and experience?  (48:41) – What AI system does G2 use to synthesize employee data?(52:09) – Mic drop: What impact can HR have on business performance?  

When Technological Innovation Meets Human-Centered Experience   Shep interviews Joseph A. Michelli, professor of Service Excellence, speaker, organizational consultant, and best-selling author. He talks about his new book, All Business Is Personal, and how companies can blend technology with humanity to create personal connections and improve customer experiences. The case study Michelli uses throughout the book is One Medical, a perfect example of how to achieve the balance between technology and the human-to-human connections you want to make with your customers.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What are the benefits of combining technology with personal interaction in customer service?  What role does listening play in improving the customer experience?  How important is it for businesses to include digital and human touchpoints in customer interactions?  How does a seamless digital experience impact customer satisfaction and loyalty?  Why is emotional connection important in business?    Top Takeaways:    Technology, like apps and AI, makes life convenient for customers by allowing easy online scheduling or instant answers through chatbots. However, it is still the human connection that builds lasting relationships. The best businesses use tech to make things faster and simpler but always offer a human backup for when a customer needs a personal touch.  So many businesses continue to operate the same way because "that's how it's always been done." It is important to constantly ask why things are done a certain way and whether there's a better, more modern, or easier approach for customers.   Delivering a great customer experience is not just about satisfying customer needs. It's the best marketing a company can have.   People remember how you made them feel long after the transaction is over. Creating an emotional connection with your customers can transform a routine interaction into a memorable experience. Creating positive emotions through empathy, excitement, or delight builds loyalty and motivates customers to refer you to others.  Use Net Promoter Score as a guideline, not a vanity metric. While a high Net Promoter Score (NPS) can indicate customer satisfaction, the actual behavior of customers and the genuine referrals they make is what counts.   Train your employees to listen to what customers say, not just hear their words. Many businesses train their staff to communicate, but few teach them to listen deeply and with empathy. Listening well helps you understand how your product and services impact the customer's life and what it means to them.  Wow moments are not always over-the-top experiences. Going slightly beyond what's expected can create a big impact on customers. Small gestures such as remembering a customer's name or a personal preference can elevate a service experience from just fine to amazing.  Plus, Joseph shares how One Medical transformed healthcare by blending technology with personal service, creating a more convenient and customer-focused experience. Tune in!  Quote:   "There's a difference between personalization and a personal connection.”    About:    Joseph Michelli is a speaker and consultant renowned for his customer experience and leadership expertise. He has worked with global brands like  Starbucks, Mercedes-Benz, and The Ritz-Carlton Hotel. His latest book, All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement, is now available on Amazon.     Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Turning Customer and Employee Feedback into a Strategy for Success  Shep interviews Mike Milliron, Chief Operating Officer of IMG Academy. He talks about the academy's customer experience focus, innovative programs for empowering student-athletes, and its accreditation by Bain and Company for customer experience excellence.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs?  What role does employee engagement play in enhancing the customer experience?  How can schools empower students to achieve their future goals, both academically and in sports?  How can schools create a system that effectively responds to feedback from students and parents?  What is reputation marketing?  Top Takeaways:   Happy and engaged employees naturally create better experiences for customers. When staff members feel heard, empowered, and proud of their work, they go above and beyond to help others.   While good marketing helps, it is not enough to build a good reputation. The real magic happens when people keep coming back and telling their friends because they had an amazing experience.   IMG Academy uses Net Promoter Score (NPS) to measure satisfaction and drive real improvements based on student and parent feedback. They've built a listening program that keeps their NPS steadily rising. Their winning customer experience and employee experience show that NPS is most valuable when it leads to actionable insights and loyalty rather than just being a score.  Creating an excellent customer experience takes everyone working together, from those working on the frontlines to the back office and the C-suite. When all team members are clear on the mission and know how they can make a difference, it creates a culture where it is “cool to care” about your customers.  When leaders are engaged and actively participate in initiatives, they can better understand the challenges faced by their teams and customers.  Collecting feedback and turning it into actionable steps helps create a culture that values continuous improvement. Customers and employees like knowing their opinions are heard and valued.   IMG Academy puts students at the center of everything they do. They have built an unrivaled experience through innovative listening programs that actively collect and act on feedback from students, parents, and staff multiple times each semester.  This helps personalize and continuously improve every student's journey.  Beyond academics and athletics, IMG Academy focuses on holistic development to empower student-athletes to thrive not just in sports, but also academically and socially, helping them "win their future."   Plus, Mike Milliron shares how they create a 15 out of 10 experience at IMG. Tune in!  Quote:   "You need to marry employee experience and customer experience, put a system around that, and act on it. Listening to your customers and your team is only powerful when you turn those insights into meaningful action."  About:    Mike Milliron is the Chief Operating Officer of IMG Academy's Bradenton campus. He focuses on creating an unrivaled experience for students, parents, campers, competitors, guests, and employees.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

He turned a personal travel tracker into an app with 10 million users and $10 million in revenue, with almost no funding. He reveals how ignoring conventional startup advice—like launching early, chasing revenue, or partnering for growth—was key to their viral success. He realized everything growth was about word-of-mouth. So the key to success was obsessing over a single metric: NPS. If you're an early-stage founder deciding where to focus, this is your must-listen episode.___Why You Should Listen• From losing 90% of users overnight to over $10M in revenue.• Why obsessing over Net Promoter Score (NPS) instead of revenue can drive explosive organic growth.• How to stay hyper-focused on one metric—and avoid distractions.• The truth about partnerships and why most startups shouldn't chase them.• The counterintuitive decision to build for quality first, even if it delays your launch.____Keywordsproduct market fit, startup growth, net promoter score, organic growth, consumer apps, app monetization, viral growth, user retention, travel app, early-stage startup_____(00:00:00) Losing 90% of Users Overnight(00:01:10) Turning a Personal Project Into a Travel App(00:09:36) Raising $50K and Building Before Launch(00:24:09) Launch Day and First 2000 Users(00:30:35) Why Chasing Partnerships Can Hurt Growth(00:36:40) How Polarsteps Reached $10M Revenue(00:41:00) Surviving COVID as a Travel Startup(00:42:20) Finding True Product Market Fit(00:43:26) The Moment Polarsteps Almost Failed(00:45:03) One Metric Every Founder Should TrackSend me a message to let me know what you think!

In this episode of Grow a Small Business, host Troy Trewin interviews Eric Jorgenson from Scribe Media, who shares his remarkable journey from author to CEO after the company faced bankruptcy. Eric successfully rallied investors to acquire Scribe Media and is now leading its impressive turnaround, projecting growth from $6 million to $9 million. Beyond his leadership at Scribe Media, Eric is also a successful author with over 1.5 million books sold. This conversation delves into his strategies for business revival and leadership insights at Scribe Media. Other Resources: The Almanack of Naval Ravikant: A Guide to Wealth and Happiness. The Anthology of Balaji: A Guide to Technology, Truth, and Building the Future An easy way to measure if your customers love you in 21 minutes – use the Net Promoter Score (NPS). And it's FREE. Boost productivity by 7–23%, triple team engagement, and double retention with ESOPs! Expert Craig West reveals benefits, costs, and timelines. (Episode 55 - Craig West) The Great Game of Business, Expanded and Updated: The Only Sensible Way to Run a Company by Jack Stack Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice.   And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? Eric Jorgenson said the hardest thing in growing a small business is dealing with entropy, alignment, and constant surprises. He emphasized that it's not for the faint of heart and requires continuous effort to manage these dynamic challenges. What's your favorite business book that has helped you the most? Eric Jorgenson's favorite business book that has helped him the most is Poor Charlie's Almanack. He also mentioned Zero to One by Peter Thiel as an exceptional book for understanding the foundational principles of business. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Eric Jorgenson highly recommends Founders Podcast by David Senra. He described it as the most important and impactful podcast, where David dives deep into biographies of the greatest founders in history, extracting powerful lessons and patterns for business growth. What tool or resource would you recommend to grow a small business? Eric Jorgenson recommends using ChatGPT as a powerful tool to grow a small business. He emphasized that everyone just became 2–10x more productive with it—if they learn to use it well—highlighting its potential to dramatically boost efficiency and innovation. What advice would you give yourself on day one of starting out in business? Eric Jorgenson's advice to himself on day one of starting out in business would be: "Spend a lot more energy figuring out what to focus on and then focus — build the discipline to reorient quickly and follow through on the most important things." He emphasized the importance of filtering noise, closing loops, and trusting your instincts through repetition and outcomes. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.     Quotable quotes from our special Grow A Small Business podcast guest: Writing a great book can change your life—and your business – Eric Jorgenson A small business flourishes when everyone rows in the same direction – Eric Jorgenson You're always one great hire away from transforming your company – Eric Jorgenson  

Fred Reichheld is an expert on customer loyalty and a legend in the world of customer experience management.  He and his "co-pilot" Rob Markey, created Net Promoter System, arguably one of the most used loyalty metrics in the world. He shared so many gems in our conversation that I decided to produce this edited version as a sort of "greatest hits" episode. In this episode: Why did Fred feel a sense of urgency to write his book, "Winning on Purpose"? Fred shares a personal story about receiving a cancer diagnosis, which spurred him to focus on writing the book to correct misconceptions and realign the philosophy behind Net Promoter Score (NPS) and customer experience with genuine customer love and improvement. What is the core message of "Winning on Purpose"? Fred emphasizes that the central message is that customer love and referrals should be at the core of a business's purpose. Companies need to prioritize customer satisfaction and loyalty over other metrics to achieve true, sustainable success. They key metric that most companies don't measure but should be Fred discusses the importance of tracking and measuring customer referrals to drive business growth. What is the "earned growth" model and why is it important? Fred introduces the concept of "earned growth," which focuses on measuring how much business growth comes from returning customers and referrals.   

In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer satisfaction metrics, particularly focusing on the Net Promoter Score (NPS). They explore the origins of NPS, its initial impact on customer sentiment, and the criticisms it has faced over the years. The discussion highlights the importance of understanding customer feedback and the ethical implications of incentivizing customer responses. Ultimately, they question the relevance of NPS in today's business environment and suggest a more nuanced approach to measuring customer satisfaction.   Takeaways It's a people business. NPS became kind of a synonym for customer satisfaction. NPS has now been bastardized. We have data now that NPS does not correlate to recommendations. If I did what you wanted, please give me a good score. We've put that person into a place where they are just trying to meet the expectation. If it's going to be about the damn metric, fix the system. NPS is past its time. We need to wow our customers. We need to keep customer sentiment really, really matters. Chapters 00:00 The Ever-Changing Landscape of Business 02:27 The Evolution and Impact of NPS 11:27 Critique of NPS: Is It Still Relevant? 18:18 The Ethics of Customer Feedback and Incentives   Resources: https://itamargilad.com/net-promoter-score-part1/ https://www.netpromotersystem.com/insights/refocusing-nps-for-earned-growth-podcast/ 

A preview of next week's exploration of the Net Promoter Score (NPS), the single-question metric that helps businesses predict growth through customer loyalty. We'll uncover who created it, why it's widely used, and how different companies implement this powerful tool.• Net Promoter Score revolves around one question about customers' likelihood to recommend• Various companies use different names for NPS (ESQI at Enterprise, LTR elsewhere)• The metric provides a quick snapshot of whether a business is heading toward growth• Next week's full episode will explain who created NPS and why it's become so important• Understanding NPS helps businesses gain valuable customer loyalty insightsCome back next Wednesday for our complete breakdown of the Net Promoter Score and discover why this simple metric has transformed how businesses measure customer satisfaction.Support the show► Subscribe to The Scott Townsend Show YouTube channel --- https://bit.ly/3iV8sOTThe Scott Townsend Show Merchandise https://teespring.com/stores/tsts-2Resources and Links--------------------------------------------My contact info:LinkedIn https://bit.ly/2ZZ4qweTwitter https://bit.ly/3enLDQaFacebook https://bit.ly/2Od4ItOInstagram https://bit.ly/2ClncWlSend me a text: 918-397-0327Executive Producer: Ben TownsendCreative Consultant: Matthew Blue TownsendShot with a 1080P Webcam with Microphone, https://amzn.to/32gfgAuSamson Technologies Q2U USB/XLR Dynamic Microphone Recording and Podcasting Pack https://amzn.to/3TIbACeVoice Actor: Britney McCulloughLogo by Angie Jordan https://blog.angiejordan.com/contact/Theme Song by Androzguitar https://www.fiverr.com/inbox/androzguitar

Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explore why short-form content gives the illusion of learning, why deep understanding requires more than a 30-second soundbite, and how behavioral science can transform your customer experience for the long haul. From the pitfalls of Net Promoter Score (NPS) to the psychological magic of the Peak-End Rule, this episode is packed with insights that will change how you approach CX. Plus, hear why Colin thinks AI could be the modern-day version of Google Maps—and why that's not necessarily a good thing! Quote of the Episode “Shortcuts create a false sense of progress. Just because something looks easy doesn't mean it actually works.” Key Takeaways:

Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explore why short-form content gives the illusion of learning, why deep understanding requires more than a 30-second soundbite, and how behavioral science can transform your customer experience for the long haul. From the pitfalls of Net Promoter Score (NPS) to the psychological magic of the Peak-End Rule, this episode is packed with insights that will change how you approach CX. Plus, hear why Colin thinks AI could be the modern-day version of Google Maps—and why that's not necessarily a good thing! Quote of the Episode “Shortcuts create a false sense of progress. Just because something looks easy doesn't mean it actually works.” Key Takeaways:

Send us a textIn this compelling finale of a three-part series, Terinee Pooler explores the transformative potential of AI in Net Promoter Score (NPS) management and customer success strategies. The discussion delves into how AI tools are streamlining customer feedback analysis, automating risk assessment, and enhancing the overall efficiency of customer success teams. From leveraging platforms like Gainsight and Churn Zero to utilizing AI for creating QBR presentations, the episode offers practical insights into the future of customer success management.Detailed AnalysisThe episode provides a comprehensive examination of AI's impact on customer success management, particularly focusing on NPS implementation and analysis. Terinee Pooler, drawing from her extensive experience, highlights several key applications of AI in customer success:Risk Assessment and Early Warning Systems: AI's capability to analyze customer behavior patterns and NPS responses enables early detection of churn risks. The technology can process detractor feedback and predict potential churn risks based on historical patterns and lack of improvement over time.Automated Feedback Analysis: The discussion contrasts traditional manual methods of analyzing customer feedback using extensive Excel sheets with modern AI-powered solutions. AI can now automatically categorize feedback, identify themes, and generate comprehensive reports, significantly reducing the time and effort required for analysis.Integration with Customer Success Platforms: The episode explores how platforms like Gainsight and Churn Zero are incorporating AI functionality to enhance their customer success management capabilities. These tools provide integrated dashboards and automated risk mitigation features.QBR Enhancement: The conversation touches on AI's potential to automate the creation of quarterly business review presentations, allowing customer success managers to focus more on strategic discussions and value-added activities rather than manual presentation preparation.Communication Analysis: Tools like Gong and Talk Desk are highlighted for their ability to analyze customer interactions and provide insights into value drivers and areas for improvement in customer communications.The discussion also includes personal perspectives on AI adoption, with Terinee sharing her experience using tools like ChatGPT for both personal and professional applications. This practical insight provides listeners with a realistic view of AI integration into daily customer success operations.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a texterinee Pooler shares invaluable insights on transforming Net Promoter Score (NPS) feedback into actionable organizational change. The episode delves into practical strategies for ensuring customer feedback drives meaningful improvements across companies.Detailed AnalysisThe conversation explores several critical aspects of NPS implementation and feedback management:Customer Sentiment Integration Pooler emphasizes the importance of combining NPS data with broader customer health metrics using a red-yellow-green system. This comprehensive approach provides organizations with a more nuanced understanding of customer satisfaction and engagement levels.Communication Workflows A standout practice highlighted is the systematic follow-up with every survey respondent, regardless of their score. This proactive approach maintains customer engagement and demonstrates commitment to feedback incorporation.Cross-Organizational Impact The discussion reveals how NPS data can effectively influence various departments, particularly product management. Pooler shares experiences from her healthcare SaaS background, illustrating how structured feedback processes can lead to meaningful organizational changes.Success Metrics and Recognition An important insight emerged about balancing improvement focus with celebration of successes. The conversation emphasizes the significance of acknowledging positive feedback while addressing areas for enhancement.The episode concludes with a preview of an upcoming discussion about AI's role in NPS programs, suggesting exciting developments in feedback collection and analysis.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIn this engaging episode of Customer Success Playbook, Terinee Pooler, Atlanta Chapter Lead of Women of Customer Success, shares crucial strategies for developing and operationalizing effective Net Promoter Score (NPS) programs. Drawing from her extensive experience, Pooler emphasizes the importance of proactive customer engagement and provides practical guidance on implementing NPS initiatives that drive meaningful organizational change.Detailed AnalysisThe discussion delves deep into the fundamentals of building and maintaining successful NPS programs, with Pooler offering valuable insights into several key areas:Program Implementation StrategyPooler emphasizes that proactive customer engagement forms the cornerstone of any successful NPS program. She positions the customer success manager as a customer advocate, highlighting how this approach can transform quarterly business reviews (QBRs) and overall customer experience management.Technical FrameworkThe conversation explores the technical aspects of NPS implementation, including:Survey distribution mechanics using platforms like GainsightQuarterly feedback collection processesScore interpretation framework (1-10 scale)Classification of responses (detractors, neutrals, promoters)Measurement and AnalyticsPooler provides a detailed breakdown of NPS scoring:Promoters: Scores 8 and aboveNeutral: Score of 7Detractors: Scores below 7Net score calculation methodology: Promoters minus DetractorsThis systematic approach ensures organizations can effectively track and measure customer satisfaction while identifying areas for improvement.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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Hey CX Nation,In this week's episode of The CXChronicles Podcast #253, we welcomed Rishi Rana, CEO at Cyara based in Redwood City, CA. Cyara revolutionizes the way businesses transform and optimize their customer experiences. Cyara's AI-based CX Transformation Platform empowers enterprises to deliver flawless interactions across voice, video, digital, and chatbot experiences. With Cyara, businesses improve customer journeys through continuous innovation while reducing cost and minimizing risk. With a 96% customer retention rate and world-class Net Promoter Score (NPS), today's leading global brands trust Cyara every day to deliver customer smiles at scale.In his role as CEO of Cyara, Rishi is dedicated to driving customer-centric innovation, expanding their global reach, and positioning Cyara as a leader of GenAI-powered CX assurance. Rishi has over 25 years of experience in scaling businesses and striving for excellence at every turn. Rishi leverages his love of technology and passion for serving customers and assisting companies along their journey to grow and deliver flawless interactions.In this episode, Rishi and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Cyara think through on a daily basis to build world class customer experiences.**Episode #253 Highlight Reel:**1. Building one of the world's leading AI-Powered CX transformation platforms 2. Why mission & values become strategic anchors for growth & scale 3. 100% focus on accountability while building high performing teams 4. AI is forcing new expectations on resolution times & cost per resolution  5. How the power of focus drives organizational transformation & success  Click here to learn more about Rishi RanaClick here to learn more about CyaraHuge thanks to Rishi for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of Grow a Small Business, host Troy Trewin interviews Scott Maynard, co-founder of Excite Media, a Brisbane-based marketing agency specializing in digital marketing for service-based businesses. Scott, an electrical engineer with a background in software development, brings over 20 years of experience to the marketing industry. Excite Media has grown from a two-person startup to a 40-employee company generating $5.6 million in revenue. Scott attributes their success to prioritizing team happiness, client satisfaction, and financial sustainability. They foster a positive work environment through a 4-day work week and open feedback channels. Other Resources: An easy way to measure if your customers love you in 21 minutes – use the Net Promoter Score (NPS). And it's FREE. Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? Scott Maynard, co-founder of Excite Media, believes the hardest thing in growing a small business is juggling the various demands and feeling pulled in different directions. He compares the experience to navigating an obstacle course in the dark or juggling Rubik's cubes while facing unexpected challenges. This feeling arises from the need to manage multiple priorities simultaneously as the business expands. What's your favourite business book that has helped you the most? One of the business books mentioned in the podcast you uploaded is "100 Million Dollar Offers" by Alex Hormozi. It's highly recommended for understanding how to create compelling offers that can transform a business. The guest also praises it for its insights on objection handling and structuring marketable offers​. For my personal favorite, I would highlight "The Lean Startup" by Eric Ries, as it provides a practical approach to building businesses that focus on continuous innovation and learning—a principle useful across industries. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Scott Maynard highly recommends seeking out podcasts and online resources that are specific to your industry. He also suggests exploring content from individuals like Gary Vaynerchuk (Gary V) and Warren Buffet, who offer valuable insights applicable to various business aspects. Maynard emphasizes the importance of being curious and choosing materials that resonate with your needs. What tool or resource would you recommend to grow a small business? Scott Maynard suggests that learning how to use a spreadsheet is a valuable tool for growing a small business. While it may not seem glamorous, spreadsheets are incredibly versatile for tasks like business planning, number crunching, and financial forecasting. He emphasizes that mastering this fundamental tool can empower business owners to make informed decisions and manage their operations effectively. What advice would you give yourself on day one of starting out in business? Looking back on his 20-year entrepreneurial journey, Scott Maynard would advise his younger self to be patient, maintain consistency, and focus on the business fundamentals. He emphasizes that success is not a get-rich-quick scheme but rather a result of sustained effort and dedication over time. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.     Quotable quotes from our special Grow A Small Business podcast guest: Know your numbers. You can't make good decisions unless you know the numbers — Scott Maynard Define your culture and accept that it's not going to be for everyone. That's fine — Scott Maynard Do the fundamentals well and cover your weaknesses by surrounding yourself with people who complement your strengths — Scott Maynard

In this episode of Grow a Small Business, host Troy Trewin interviews Tim Calise, the driving force behind Business Tim Calise Consulting & Investing. Tim shares his journey from founding innovative startups in college to scaling Gym Launch into a $35M success. He provides valuable insights into financial education, business strategy, and how his consulting and investing ventures help entrepreneurs build scalable, efficient businesses. Don't miss his expert advice on growth, resilience, and making bold decisions! Other Resources: An easy way to measure if your customers love you in 21 minutes – use the Net Promoter Score (NPS). And it's FREE. Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? According to Tim Calise, the hardest thing in growing a small business is maintaining focus. He emphasizes the importance of staying in your lane and building capacity by hiring the right people. This ensures sustained growth and avoids distractions that can derail progress. What's your favourite business book that has helped you the most? Tim Calise cites "Buy Back Your Time" by Dan Martell as one of his favorite business books, offering actionable insights on optimizing time and leveraging resources effectively. He also recommends "Ready, Fire, Aim" by Michael Masterson (Mark Ford) for its practical strategies to grow businesses at different stages. These books have significantly influenced his entrepreneurial journey. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Tim Calise recommends The Business School Podcast by Shaan Puri and The School of Greatness by Lewis Howes for actionable business and personal growth insights. He also highlights Dan Bolton's YouTube channel for coaching and consulting professionals. Additionally, he suggests Nicholas Cole's book, "The Art and Business of Online Writing," to enhance communication and brand-building skills. What tool or resource would you recommend to grow a small business? Tim Calise emphasizes the power of leveraging AI tools to grow a small business. He recommends using tools like ChatGPT for automation and content generation, Zapier for workflow automation, and other AI-driven platforms to streamline operations and improve efficiency. He encourages teams to aim for replacing 50% of their output with automation to maximize productivity and scalability. What advice would you give yourself on day one of starting out in business? Tim Calise advises his day-one self to stay focused, make lots of offers, and play the long game. He emphasizes building a strong network of people who support your journey and giving generously without expecting immediate reciprocity. His key message is, “It's going to be okay; stay committed and consistent.” Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.   Quotable quotes from our special Grow A Small Business podcast guest: Focus on building capability, not just capacity, to achieve sustainable success — Tim Calise To win in business, build a vision big enough for others to fit their dreams inside — Tim Calise The best investment you can make is in yourself—collapse decades into days through learning — Tim Calise  

In this episode of Grow a Small Business, host Troy Trewin interviews Kristi Herold, founder of JAM, shares her inspiring journey of growing a business from $50,000 in first-year revenue to an 8-figure success over 28 years. With 50 full-time and 400 part-time team members, JAM connects communities through play in 25 cities, offering adult sports leagues and corporate team-building events. Kristi highlights the impact of a people-first culture, 11 strategic acquisitions, and her innovative onboarding process. Tune in to learn how she transformed challenges into growth opportunities while creating meaningful connections that change lives. Other Resources: QFF: Mastering Employee Retention: Insights from Joey Coleman, Seasoned Chief Experience Composer with 20+ Years in Business Leadership, Managing Teams of 50+, and Generating Millions in Revenue. (Episode 520 - Joey Coleman) Success at Waubs Harbour Distillery: Bec Polmear on Building a Profitable Maritime Whisky Brand, Using Ocean-Cooled Techniques, and Creating a Legacy with Authentic Tasmanian Flavors and Global Ambitions in 18 Months of Sales. (Episode 600 - Bec Polmear) An easy way to measure if your customers love you in 21 minutes – use the Net Promoter Score (NPS). And it's FREE. Listen to 'It Pays to Play,' a book by Kristi Herold, on Spotify. Get your copy of It Pays to Play: How Play Improves Business Culture by Kristi Herold on Amazon Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? The hardest thing is staying motivated when facing challenges that aren't enjoyable, like legal issues or HR problems. Kristi emphasizes the importance of resilience and staying committed to the purpose, even on tough days, as not every day will feel rewarding. What's your favourite business book that has helped you the most? Kristi Herold's favorite business books include Never Lose a Customer Again and Never Lose an Employee Again by Joey Coleman. She appreciates these books for their insights into customer and employee retention strategies. Additionally, she values WTF: Willing to Fail by Brian Scudamore for its lessons on embracing failures as opportunities for growth. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Kristi highly recommends Guy Raz's How I Built This for deep dives into entrepreneurial journeys and Built to Sell by John Warrillow, which emphasizes structuring a business to operate efficiently, whether or not you plan to sell. What tool or resource would you recommend to grow a small business? Kristi Herold recommends incorporating play as a powerful tool to grow a small business. By integrating play into the workplace—such as shoutout channels, playful meeting starters, and team-building activities—businesses can foster stronger team connections, boost morale, and enhance productivity. She emphasizes that creating a fun, engaging culture leads to better collaboration and overall business success. What advice would you give yourself on day one of starting out in business? Kristi Herold advises her day-one self to "enjoy the journey." She reflects that it's important not to rush through milestones but to savor the day-to-day experiences, both good and challenging. Building a business is a marathon, not a sprint, and finding joy in the process is key to long-term success and fulfillment. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.     Quotable quotes from our special Grow A Small Business podcast guest: Success is about the positive impact you make on people's lives, not just the numbers — Kristi Herold Great culture begins with treating your team well and aligning them with your vision —  Kristi Herold Never give up—resilience is the key to navigating the ups and downs of entrepreneurship — Kristi Herold      

Jenelle Sheridan, a former VP and GM at Athleta, discusses how to analyze a retail company. Jenelle has 15 years of experience in retail and e-commerce, working as a consultant and operating executive. She has experience in pre-revenue startups and larger enterprise businesses, and recently launched her consulting and advisory practice, Far View Partners, which focuses on helping consumer and retail companies unlock growth. Jenelle served on the leadership team at Athleta for almost 10 years, leading strategic growth from a $200 million business to over a billion dollars. She has also held functional roles in marketing, strategy, and business development.  Metrics to Measure for Success Jenelle emphasizes the importance of metrics in understanding success and how to look at performance in retail companies. She talks about the importance of evaluating company performance and effectiveness across various stages of maturity. Jenelle emphasizes that success depends on growth metrics like brand awareness, customer acquisition, and revenue growth, while profitability is less critical at emerging retailers. For established retailers, operational efficiencies like inventory turns and return on gross margin are critical. The Big Three Metrics for Investors Jenelle states that, regardless of stage of maturity, the big three metrics for investors are same-store sales growth, sales costs, and sales comps. Same-store sales growth measures the change in revenue for stores that have been open for at least a year, helping to isolate organic growth. A strong sales comp metric indicates increasing consumer demand or successful product strategies, while a low or negative rate may signal challenges or market saturation. She explains that best in class sales comps are in the five to seven percent range, the industry average, and discusses the potential consequences of flatlining or decelerating sales comps, such as increased foot traffic, conversion, and basket sizes. Jenelle believes that delivering zero growth is not acceptable for mature brands, as it may not be enough to meet the needs of shareholders and leadership teams. However, if a brand is experiencing flatlining or decelerating sales comps, it is essential to see growth to keep pace with accelerating costs. By focusing on these metrics, retailers can better understand their performance and make informed decisions about their strategies. Underlying Sales Drivers The conversation turns to sales and the underlying drivers such as traffic, conversion rate, and transactions. Stores typically have a lower traffic number, but when traffic decreases, the conversion rate increases due to more intentional buyers. The overall basket size is typically the same, but slightly upticks in the basket size are observed. Jenelle explains that public companies typically report store sales growth on traffic and conversion rate, but some brands and retailers report lower-level metrics, such as average customer spending per year. These metrics are often tied more to the customer rather than the transaction level metric. Gross Margin Metric Gross margin is another key metric in the big three, reflecting the efficiency with which a retailer manages its costs relative to its sales. High-performing companies use pricing power or efficient supply chains to achieve top-tier margins. She offers a few examples from well-known brands. For example, luxury brands can have margins of 60% and above. Jenelle moves on to break down gross margin, average sales per square foot, and how this usually speaks to efficiency. She explains the key factors in achieving this type of sales efficiency, including turning inventory quickly and pricing correctly.  A Focus on Inventory Turns Jenelle explains why retailers need to consider inventory turns, which are the frequency of selling and replacing inventory over a period of time. High turnover indicates well-aligned supply and demand management, while low turnover can indicate inefficiencies or excess inventory. For example, Zara has fast-moving inventory. This is industry-specific and category-dependent. For apparel retailers, performing inventory turn analysis by category helps identify fast-moving versus slower-moving items, allowing for more precise management and buying. Fast-moving categories include basics, while slower-turning categories like luxury and formal wear are typically slower-turning. This helps optimize inventory and capital dollars. Customer Metrics and Segmentation Customer metrics are increasingly common for retailers to look at, as they provide an omnichannel view and allow for segmentation based on various customer personas. They can look at new versus existing customers, spend per customer, frequency of purchase, and average price of items within transactions. Jenelle talks about the benefit of looking at the data over a 12-month period and mentions that the goal is to increase spend per customer over time by building the customer's basket based on the breadth of the offering, driving additional visits through frequent product drops or promotions, and pulling levers in a customer-centric way. She mentions that segmenting customers by product category or type of customer can also help drive spending per customer. She offers examples of segmentation and how it can increase customer spend. By looking at data this way, retailers can create tactics to drive spending per customer and improve overall brand health. She explains how Athleta, a women's and girls yoga active brand, uses customer data to understand the percentage of women with girls under 18 in their household. By segmenting data, the brand can identify potential customers who are buying girl products and those who are not yet. By targeting these customers, the brand can develop targeted marketing tactics to encourage them to buy in different divisions or categories. The data can also be used to identify customers who only buy one category and target them in other categories. This data can be used to tailor marketing strategies to specific customers and increase sales. Marketing and Messaging Jenelle talks about the importance of maintaining a balance of communication in marketing efforts. She emphasizes the need for testing and optimizing messaging to ensure it is effective and not cluttering the background and offers a few examples. Jenelle adds that businesses should avoid sending discounts too often, as it can teach customers to wait for discounts. By balancing promotions with overall brand health, businesses can improve profitability and brand reputation. She explains the Net Promoter Score (NPS), how it works, and how it can be used as a measure of customer loyalty and brand advocacy, which is typically gathered through surveys. NPS is calculated by taking the percentage of promoters and detractors, dividing them by the percentage of detractors. This helps track brand health and overall sentiment, helping businesses understand how people perceive their brand and its offerings in the marketplace. She emphasizes the importance of maintaining a balance between optimizing for budget, achieving desired sales, and maintaining brand health. Brand Health Metrics Jenelle explains the importance of brand health metrics, such as discounting addiction and customer feedback. She uses social listening, third-party research, and bespoke consumer research to understand keywords associated with a brand and how they change over time. She also highlights the value of conducting impromptu focus groups with customers to observe and learn from them. Jenelle mentions the practice of going to stores as leaders for new hires to show support and learn from the volume of customers during key moments, and the importance of staying focused on customer metrics, such as brand awareness and customer acquisition, especially for newer brands or entering new markets. She emphasizes the importance of tracking aided and unaided brand awareness over time and by customer segment to gain a better understanding of the overall brand health.  Timestamps: 01:10: 15 plus years of experience working in retail and e-commerce 02:56: The big three growth metrics to monitor 06:42: Growth, inflation, and accelerating costs 08:40: Tracking underlying drivers 11:35: Managing cost relative to sales 14:55: Sales per square foot 23:01: Customer segmentation 32:12: Monitoring brand health Links: LinkedIn: https://www.linkedin.com/in/jenelle-sheridan/ Website: https://www.farvuepartners.com/ Email: jenelle@farvuepartners.com Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at www.umbrex.com.  

In this episode of Grow a Small Business, host Troy Trewin interviews Brad Riley, the founder of Infostatus, shares his incredible journey from starting with just one team member to now leading a thriving team of 15. He discusses the importance of perseverance through challenges and the invaluable lessons learned along the way. Brad emphasizes leveraging online resources and learning from the experiences of others in the industry. Tune in to discover how Infostatus achieved remarkable growth and generated $3 million in revenue over the past 11 years. Other Resources: NPS – An easy way to measure if your customers love you in 21 minutes – use the Net Promoter Score (NPS). And it's FREE. Productivity increases 7%-23%, team engagement up threefold and retention from 5.4 to 9.4 years – why wouldn't you consider an ESOP, Employee Share Ownership Plan. ESOP Subject Matter Expert talks other benefits, costs and time (Craig West) Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? Brad Riley identifies that the hardest thing in growing a small business is navigating through tough times and maintaining perseverance. He emphasizes that challenges can take many forms, and what seems tough today may look different in the future. He believes that understanding and learning from both successes and failures, as well as leveraging resources and insights from others, is crucial to overcoming these hurdles and achieving sustainable growth. What's your favourite business book that has helped you the most? Brad Riley mentioned Annie Duke as a significant influence. Known for her work on decision-making under uncertainty, her insights have likely impacted Brad's approach to managing challenges and strategizing in his business. Annie Duke's books, such as Thinking in Bets, emphasize critical thinking and probabilistic decision-making, which are highly relevant for navigating complex business environments. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Brad Riley emphasized leveraging the internet to learn from others' journeys. While he didn't recommend specific resources, general suggestions include the podcasts "How I Built This," "The Tim Ferriss Show," and "Smart Passive Income," along with online courses from platforms like Coursera, LinkedIn Learning, and Udemy. You can also explore YouTube channels such as Gary Vaynerchuk and Stanford Graduate School of Business for valuable insights. What tool or resource would you recommend to grow a small business? Brad Riley recommends using online learning platforms to build skills, leveraging social media for networking and marketing, and utilizing project management tools like Trello or Asana to streamline team collaboration. Additionally, analytics tools such as Google Analytics can drive data-informed decisions. These resources collectively support efficient growth and operational scaling for small businesses. What advice would you give yourself on day one of starting out in business? Brad Riley advises his day-one self to stay resilient, reassuring that "it's okay, you'll be okay." He emphasizes the importance of perseverance, noting that tough times are part of the journey and that the challenges faced today will look different down the road. His key message: hang in there and trust that things will work out. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey. Quotable quotes from our special Grow A Small Business podcast guest:   Perseverance is the secret ingredient that transforms tough times into success — Brad Riley Learning from others' experiences can fast-track your own growth — Brad Riley Hang in there; today's challenges are shaping tomorrow's victories — Brad Riley      

In this live episode from the American Marketing Association (AMA) conference in Las Vegas, Mallory sits down with Christian Ponce, AVP for Marketing at Old Dominion University. They discuss the powerful intersection of AI and KPI development in higher education marketing. Christian shares how AI tools like Elephant AI streamline KPI generation, offering marketers valuable insights and efficiency. This episode dives into the practical applications of AI for setting and tracking key performance indicators (KPIs), particularly in campaign planning and execution, to maximize productivity and foster a sense of belonging within teams.Key TakeawaysAI in KPI Development: AI can expedite the traditionally time-consuming process of creating and tracking KPIs, transforming hours of work into mere minutes.AI as a Support Tool, Not a Replacement: AI is meant to enhance your strategic thinking, not replace it, by providing structured guidance and suggestions.Enhanced Productivity and Learning: Engaging with AI tools can reduce research time, educate users on key metrics like NPS, and offer solutions for campaign optimization.Cultivating Belonging in Remote Teams: The keynote on inclusivity highlights the impact of fostering belonging within teams, which can directly affect productivity and satisfaction.Why Inclusivity Matters in Marketing Teams Christian reflects on the keynote's emphasis on inclusion, noting the scientific evidence that humans are wired for belonging. This biological need for inclusion impacts productivity and job satisfaction. For remote and distributed teams, creating a culture where every member feels valued and connected is essential, particularly in high-stakes environments like higher education marketing. Christian stresses that understanding the neurological effects of rejection helps drive home the importance of inclusive marketing and team dynamics.AI-Powered KPI Development in Higher EducationChristian shares how AI tools are transforming the process of KPI development. Traditionally, setting KPIs required significant time, involving deep dives into institutional goals, marketing objectives, and strategic planning. With AI, marketers can streamline this process by inputting basic campaign information and receiving immediate, actionable insights. Christian uses Elephant AI to prompt the tool with campaign goals and in seconds receives recommendations for brand awareness, perception tracking, and conversions. This shift saves time and allows for a greater focus on refining strategic priorities.How AI Can Assist, Not Replace, Strategic Thinking In a role like Christian's, AI serves as a productivity booster rather than a replacement for strategic input. He explains that, rather than generating ideas independently, AI supports tasks by eliminating the “blank page” problem and speeding up ideation. For example, he uses AI to produce sample KPIs and adjust them as necessary. AI also offers tools and methods to measure metrics like Net Promoter Score (NPS), including recommendations for survey platforms and calculation techniques. This level of assistance allows Christian to focus on strategic adjustments, while AI handles the administrative legwork.Real-Life Examples of AI-Driven Campaign Iteration Christian emphasizes how AI can assist in ongoing campaign management, especially in situations where a campaign isn't performing as expected. When faced with underwhelming results, he can input current data into the AI tool and receive suggestions, such as tweaking headlines or adjusting messaging to boost engagement. This approach allows Christian to iterate on campaigns more efficiently, testing new ideas and refining strategies based on real-time insights from AI suggestions.The Importance of Starting with AI, Even with Time Constraints Mallory shares her experience of using AI for KPI exercises at Enrollify. By inputting detailed data on past performance and desired outcomes, she received insights that would have otherwise taken hours to develop. For marketers on the fence about learning AI due to time constraints, Christian and Mallory agree that investing time to familiarize oneself with AI tools pays off in the long run. The efficiency gained from AI not only saves time but also enhances one's strategic approach, empowering higher education marketers to achieve more with less effort. - - - -Connect With Our Co-Hosts:Mallory Willsea https://www.linkedin.com/in/mallorywillsea/https://twitter.com/mallorywillseaSeth Odell https://www.linkedin.com/in/sethodell/https://twitter.com/sethodellAbout The Enrollify Podcast Network:The Higher Ed Pulse is a part of the Enrollify Podcast Network. If you like this podcast, chances are you'll like other Enrollify shows too! Some of our favorites include Generation AI and Confessions of a Higher Education Social Media Manager.Enrollify is made possible by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com.Attend the 2025 Engage Summit! The Engage Summit is the premier conference for forward-thinking leaders and practitioners dedicated to exploring the transformative power of AI in education. Explore the strategies and tools to step into the next generation of student engagement, supercharged by AI. You'll leave ready to deliver the most personalized digital engagement experience every step of the way.Register now to secure your spot in Charlotte, NC, on June 24-25, 2025! Early bird registration ends February 1st -- https://engage.element451.com/register

Episode web page ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked, please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day. ----------------------- Show Notes In this episode, we welcome Sharbani Dhar, a leading voice in customer experience design and founder of dotinfinity. She joins host Louis Granger to discuss the evolving role of design and AI in shaping meaningful customer journeys. With a career rooted in UX leadership, Sharbani brings a strategic, customer-first approach to AI, moving beyond the common “tech-first” mentality that often misses the mark on delivering real business value. Sharbani shares how dotinfinity was founded on the idea that design and research should be central to solving complex customer challenges, not just surface-level enhancements. She highlights the Responsible AI Canvas her team developed, which guides organizations in responsibly adopting AI with a human-centered lens. The conversation covers actionable insights into aligning AI with core business goals, the importance of employee engagement, and why effective AI implementation requires a focus on problem-solving, not just technology. Key themes and ideas: 1. Moving from transactional design to strategic influence Sharbani explains how design and research are often undervalued, perceived as transactional rather than strategic. She advocates for the integration of design as a driver of business outcomes and deeper customer connections. Quote: "It's not just about making things look good – it's about creating meaningful experiences that shape customer journeys and drive business results." 2. Responsible AI adoption: human-centric, problem-first AI implementation is more than adopting the latest tech trends; it requires a problem-first approach to identify where AI can genuinely solve challenges and deliver ROI. Sharbani introduces her team's Responsible AI Canvas, a three-step framework that helps organizations assess AI readiness, align technology with KPIs, and execute responsibly. Tip: Align AI initiatives with real organizational goals and assess readiness across people, infrastructure, and governance. 3. Building an AI-empowered workforce AI implementation requires both the right tech and the right people. Sharbani stresses training and workforce alignment, so employees not only support AI initiatives but grow with them. The episode highlights Australian government guidelines that Infinity follows: Responsible AI Training, Data & Governance Training, and Diversity & Fairness Training, each critical to minimizing biases and fostering ethical AI. 4. Effective metrics beyond NPS Sharbani shares her skepticism of Net Promoter Score (NPS) as a metric, noting it often fails to capture real customer satisfaction or journey pain points. Instead, she advocates for metrics that reflect customer engagement, trust, and brand loyalty. Quote: “NPS tells us how likely customers are to recommend a product, but it doesn't reveal the whole story.” 5. Ecosystem thinking in AI implementation A siloed approach to AI often limits its potential impact. Sharbani advises organizations to adopt ecosystem thinking, which includes partnerships and integration across customer journeys. She shares a compelling example of a Canadian health insurer collaborating with supermarkets to reward healthy customer behaviors through AI. Takeaway: Look for opportunities to integrate AI solutions within a broader ecosystem that aligns with customers' lives. Episode Links: dotinfinity's Responsible AI Canvas Sharbani Dhar on LinkedIn dotinfinity website The Casks and Convos podcast

Over the course of three years, Maersk Line improved its Net Promoter Score (NPS) by an impressive 40 points, resulting in a 10% increase in shipping volumes. Even more remarkable, this growth occurred during a global shipping decline.  But can other companies replicate Maersk's success? Or are case studies like this more cautionary tales than roadmaps? We explore the value of case studies in business, particularly how they can be used to highlight the application of concepts and theories in real-world situations.  The Power and Pitfalls of Case Studies Case studies are powerful. People love stories, and case studies tap into this by offering relatable and engaging narratives that illustrate both challenges and solutions. For businesses, they're a great way to demonstrate bona fides to clients and showcase what can be achieved through strategic change. However, case studies have their pitfalls, too. Maersk's results were exceptional, but not every company is positioned to follow the same path.  In the Maersk example, the company was at a unique juncture—facing market pressures and a history of mergers that led to a decline in Customer Experience. Their leadership was open to new ideas, and they had the right project manager in place to lead a global CX transformation. The pitfall is many companies believe they are the same and will get the same results because they too are having a problem in Customer Experience. However, the specifics of one company's success may not translate to another unless the conditions, challenges, and resources are aligned. In this episode, we discuss why case studies are best used for inspiration and education, not as one-size-fits-all solutions. It's crucial to extract the underlying principles—like customer focus and strategic leadership—rather than overgeneralizing from one company's experience. In this episode, we also explore: The origins of using case studies as a teaching tool in business schools. How benchmarks are created and why they can be risky when generalized. The role of mental models in simplifying business decision-making. Risk aversion in organizations and the desire for examples to follow. The "silver bullet" mentality and why people seek easy solutions. The dangers of using case studies as the sole resource for business strategy.

On our latest episode of the Cohen-Esrey Apartment Investors Podcast, Managing Director Karen Crouch shares how our property management teams focus on proactive customer fulfillment. She discusses our use of Net Promoter Score (NPS), 24-hour maintenance, market-competitive rates for renovated apartments, and our commitment to Lifestyles of Choice. We aim to create a positive loop between residents and team members, benefiting residents, staff, the local economy, and our capital partners who support our "Best B" multifamily vision.

Edwige Robinson - a visionary leader in technological evolution with over 25 years of experience in the tech industry, Edwige is a recognized force in reshaping technology landscapes for some of the world's largest companies, including T-Mobile and Comcast NBCUniversal. At the forefront of technological evolution, she has consistently driven impactful change, from orchestrating massive corporate integrations to pioneering innovations that elevate customer experiences.At T-Mobile, Edwige played a pivotal role in the T-Mobile/Sprint merger integration, leading network consolidations and expansions that accelerated 5G deployment to cover over 300 million people, doubled Ultra Capacity 5G coverage compared to competitors, and extended rural 5G reach by 90%. Through this effort, Edwige positioned T-Mobile as the undisputed 5G technology leader, managing a team of over 1,200 employees and 5,000 contractors, while achieving an impressive 99.9999% network availability.At Comcast NBCUniversal, Edwige spearheaded the launch of Xfinity Mobile, growing it from a soft launch to over 7 million subscribers. Their leadership in creating Xfinity Assistant, an AI-driven customer service platform, dramatically improved self-service capabilities and elevated customer satisfaction, pushing the company's Net Promoter Score (NPS) from -5 to 20+.Honored as one of the Top 100 Women in Tech (2024) by Technology Magazine and a Top 10 5G Leader, Edwige has a track record of building high-performing teams and delivering innovative solutions that drive significant operational efficiencies and cost savings.A bestselling author of Believe It's Possible, Edwige continues to shape the future of technology by harnessing the transformative power of AI and Machine Learning, helping organizations unlock new opportunities and revolutionize their operations. Connect with Edwige - https://www.linkedin.com/in/edwigearobinson/Support the showFollow me on Facebook ⬇️https://www.facebook.com/manuj.aggarwal❤️ ID - Manuj Aggarwal■ LinkedIn: https://www.linkedin.com/in/manujaggarwal/ ■ Facebook: https://www.facebook.com/realmanuj■ Instagram: ...

Hi Friends! Although the podcast is still paused, I'm dropping into the feed this week and next with two very special conversations :) Today is a bonus episode from February for paid subscribers with Todd Sattersten, publisher and owner of Bard Press, and next week features Seth Godin and his new book, This Is Strategy. If you haven't already listened, check out part one here (episode 261) first. Todd is so committed to helping his authors succeed that he only publishes one book each year. Today he's sharing how to investigate and possibly reposition a book when a launch isn't gaining traction, his three-sentence problem statement to attract ideal readers, and why the Table of Contents and first chapter are essential parts of the marketing process.

You can download your FREE report on how you can avoid financial mistakes as a dentist using the link just here >>>  dentistswhoinvest.com/podcastreport———————————————————————Looking to crack the code on running a standout dental practice? You're in for a treat! In this episode, I sit down with Dr. Bobby Bhandal, a brilliant dentist and practice owner from Leamington Spa. From his early days at the University of Birmingham to owning a thriving private practice, Bobby's story is packed with insights on how content creation and community engagement can take your practice to new heights. He shares how investing in yourself and your business can boost cash flow and set you on the path to success.We'll dig into crafting unforgettable patient experiences using targeted marketing. Bobby reveals how understanding your ideal patient and using high-quality video content can help your dental practice build strong connections. Plus, we chat about the power of having a stellar team, offering world-class customer service, and using secret shoppers to spot service gaps. These tips will help your practice shine in a competitive market with top-notch patient experiences.Collecting patient feedback is essential for growth. We'll dive into effective methods, like online reviews and Net Promoter Score (NPS) surveys, to improve your dental practice. Bobby shares his strategies for gathering glowing reviews, boosting SEO, and handling negative feedback like a pro. We'll also touch on common traps to avoid, like choosing reliable builders and using feedback platforms smartly. This episode is loaded with actionable advice to help you level up your dental practice!———————————————————————Disclaimer: All content on this channel is for education purposes only and does not constitute an investment recommendation or individual financial advice. For that, you should speak to a regulated, independent professional. The value of investments and the income from them can go down as well as up, so you may get back less than you invest. The views expressed on this channel may no longer be current. The information provided is not a personal recommendation for any particular investment. Tax treatment depends on individual circumstances and all tax rules may change in the future. If you are unsure about the suitability of an investment, you should speak to a regulated, independent professional.Send us a text

He also shares Carta's strategies for predicting customer churn through data analysis, the challenges of maintaining effective prediction models, and the shift toward actionable data triggers. Daniel discusses the importance of customer education via webinars, training programs, and video tutorials, alongside strategies for navigating market conditions and IPO readiness. The episode also explores AI's future role in predictive analytics and customer health, highlighting how ongoing education and internal enablement are crucial for CSMs. Lastly, Jon and Daniel examine the impacts of market consolidation and M&A trends on customer churn, offering valuable insights for businesses looking to enhance their customer success initiatives. Key Takeaways: - Understanding customer life cycles is essential for effective engagement. - Constraints can drive innovation within customer success strategies. - Structured communication and targeted plays fuel upselling and retention. - Predictive analytics and AI are transforming customer health insights. - Ongoing education and certification are vital for CSM effectiveness. - Market trends significantly influence customer churn dynamics. Tune in for a wealth of knowledge on how to elevate your customer success strategies and adapt to evolving market landscapes! Timestamps 0:00 - Preview, Meet Daniel 2:05 - Introduction to Carta & its mission 7:53 - Understanding core components of Customer Success & the venture lifecycle 13:00 - Efforts to ensure customer engagement and education 17:00 - Navigating a sticky product amidst challenging market conditions 24:00 - Mergers and acquisitions lack transparency and clarity 28:15 - Gathering customer insights using data, liquidity triggers 35:10 - Identifying moments to ensure customer success 41:50 - Closing ___________________________

Join Host Mike Merril as he interviews CTO and Product Officer at Basys Chris Borchers and Executive Vice President of Partner Relations at Basys Kenny Thompson. They discuss the intricacies of payment processing systems and how businesses — especially in the construction industry — can save on fees and streamline their payment operations. They'll dive into the steps involved in credit card processing, the evolution of payment technology and specific challenges faced by the construction sector. They also emphasize the importance of security measures like multi-factor authentication and PCI compliance.  Key Takeaways  • Explore the detailed steps involved in credit card processing, from the issuance of cards to the final funding stages. • Discover how businesses can achieve cost savings through the optimization of their payment processing systems. • Understand how Basys's high Net Promoter Score (NPS) significantly enhances customer retention efforts. • Learn the importance of seamlessly integrating payment systems with overall business operations. • Discover how to implement critical security measures such as Multi-Factor Authentication

You can download your FREE report on how you can avoid financial mistakes as a dentist using the link just here >>>  dentistswhoinvest.com/podcastreport———————————————————————Ever wondered why many British dentists see marketing in dentistry as a bit of a “naughty word”? Join us as Dr. Ferhan Ahmed and marketing expert John Williamson unravel this mystery and show the true power behind effective marketing strategies for dental practices. Dr. Ahmed's personal story demonstrates how embracing marketing in dentistry not only sharpened his dental skills but also brought in a steady flow of patients. Meanwhile, John challenges us to think outside the box, focusing on customer experiences that could even give Disney a run for its money. Together, they dive into how personal and professional branding can fuel growth and success in dental practices.Find out the secrets of Pareto's Law and how honing in on the top 20% of efforts can lead to 80% of the results, helping to elevate your practice from good to exceptional. Dr. Ahmed and John also break down the importance of targeting high-value patients and how this approach leads to rapid, cost-effective growth. They'll guide you on how to optimise your marketing in dentistry and customer management strategies, offering tips that can give your practice a serious edge.Referrals are key to any thriving dental practice and our guests go deep into tactics for generating them. Learn how focusing on high-value services and using Net Promoter Score (NPS) can turn satisfied patients into loyal promoters. Dr. Ahmed shares the success of multiple full arch reconstructions, explaining how this boosted income at his clinic. Finally, we discuss the “Five Community” initiative, designed to equip dentists with modern management tools and a growth-driven mindset. Tune in to discover how adopting a CEO approach can level up your practice and help you master marketing in dentistry for lasting success.———————————————————————Disclaimer: All content on this channel is for education purposes only and does not constitute an investment recommendation or individual financial advice. For that, you should speak to a regulated, independent professional. The value of investments and the income from them can go down as well as up, so you may get back less than you invest. The views expressed on this channel may no longer be current. The information provided is not a personal recommendation for any particular investment. Tax treatment depends on individual circumstances and all tax rules may change in the future. If you are unsure about the suitability of an investment, you should speak to a regulated, independent professional.Send us a text

In this episode of Grow a Small Business, host Troy Trewin sits down with Lesley van Tuil about scaling a small business. Lesley shares insights on hiring top talent, building a strong culture, and balancing professional development. They discuss key strategies, including the impact of mentorship and tools like Good to Great. Tune in for practical advice and personal growth tips for entrepreneurs. Other Resources: An easy way to measure if your customers love you in 21 minutes – use the Net Promoter Score (NPS). And it's FREE. Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions:   What do you think is the hardest thing in growing a small business? Lesley van Tuil identifies the hardest thing in growing a small business as the need for constant flexibility and adaptability. She emphasizes the challenge of keeping up with rapidly changing industry patterns and making quick, effective decisions amidst evolving conditions. What's your favourite business book that has helped you the most? Lesley van Tuil's favorite business book is "Good to Great" by Jim Collins. She finds it particularly impactful for understanding how any business, regardless of its starting point, can grow into a significant, successful enterprise. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Lesley van Tuil recommends the Manager Tools podcast as a valuable resource for small business growth. The podcast offers concise, practical advice on management and professional development, making it a great tool for addressing team issues and improving business skills. What tool or resource would you recommend to grow a small business? Lesley van Tuil recommends having the right support systems as a key resource for growing a small business. This support can vary for each person but is crucial for success, providing the necessary guidance and assistance to navigate business challenges effectively. What advice would you give yourself on day one of starting out in business? Lesley van Tuil advises herself on day one of starting out in business to not focus on the small things. She suggests that many of the concerns that seemed critical at the beginning will turn out to be insignificant in the long run, and everything will eventually fall into place. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.   Quotable quotes from our special Grow A Small Business podcast guest: The right people on your team are the key to unlocking extraordinary growth — Lesley van Tuil Flexibility and quick decision-making are crucial in navigating the ever-changing landscape of business — Lesley van Tuil Building a kick-ass culture starts with genuine personal connections with your team — Lesley van Tuil  

Seamlessly Combining AI, Human Touch, and Data in Customer Experience  Shep Hyken interviews Gaurav Passi, Founder and CEO of Zingly.ai. He talks about seamlessly integrating AI and human interaction to create a collaborative and customer-centric experience.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses effectively balance AI and human interaction in customer service?  What are the most effective strategies for leveraging AI to enhance customer experiences?  Why is it important to prioritize long-term customer relationships over individual transactions?  How can AI tools provide hyper-personalized service to customers?  How can businesses effectively handle after-hours customer calls using AI tools?  Top Takeaways:    Bringing the human touch, data, and AI together creates a powerful combination that can significantly enhance customer satisfaction and competitive advantage.     When companies understand when to use AI and when to involve human representatives, it benefits everyone, including the customers, the employees, and the business. AI can efficiently answer quick queries, but human interaction is crucial for building long-term, meaningful customer relationships.     Many customers are experiencing FORO or Fear of Reaching Out. When customers are experiencing a problem, the first step is usually going to the company's website to get the contact information. Once they click on "Contact Us," they get some 800 numbers, call the company, the IVR kicks in, and they are put on hold, plus a few other steps. This long process and the time they have to carve out of their day to resolve their problems deter many customers from getting in touch with companies.    The bigger problem is the dissatisfied customers who never call but end up leaving because they never got the answer they were looking for.     While many customers still prefer traditional phone customer service, there's a growing expectation for digital options, especially among younger consumers. Offering a mix of digital and traditional channels can cater to diverse customer preferences.    AI can handle a large percentage of "one shot, one kill" questions and after-hours customer calls, resolving problems efficiently. However, maintaining a balance between AI and human touch is important, as human interaction adds a personalized, empathetic element that AI can't replicate.     By leveraging AI and personalization, you can address scale issues in call centers, allowing a single representative to handle multiple interactions simultaneously. This enhances efficiency in handling customer inquiries and improves overall customer satisfaction and Net Promoter Score (NPS).    Plus, Shep and Gaurav discuss why some customers hesitate to use AI. Tune in!  Quote:   "The meshing of human, data, and AI together can significantly elevate customer satisfaction and NPS, offering a competitive advantage in the market."    About:    Gaurav Passi is the founder and CEO of Zingly.ai. He aims to revolutionize customer relationships by leveraging generative AI, human expertise, and data to achieve hyper-personalization at scale.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode of Grow a Small Business, host Troy Trewin interviews Kate Parker, Founder of Harrier Trail Running Shares Her Impressive Journey and Secrets to Achieving Consistent 30% YoY Growth and a 97% NPS. Kate shares her experiences on scaling, managing quality, and navigating leadership challenges. She offers valuable insights into balancing work and life, and strategies for successful business growth. Don't miss this episode for practical advice and inspiration. Other Resources: NPS. An easy way to measure if your customers love you in 21 minutes – use the Net Promoter Score (NPS). And it's FREE. Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? According to Kate Parker, the hardest thing in growing a small business is being confident in your choices. She highlights the challenge of navigating numerous potential paths for growth and making decisions with confidence in a rapidly evolving business environment. What's your favourite business book that has helped you the most? Kate Parker's favourite business books that have helped her the most are "The Seven Habits of Highly Effective People" by Stephen Covey and "How to Win Friends and Influence People" by Dale Carnegie. She finds these old-school business classics to be major inspirations for her. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Kate Parker recommends the Hammersley Brothers podcast for those in e-commerce, as it provides valuable insights. She also values funded courses for managerial and leadership development, which she takes advantage of through UK government schemes. What tool or resource would you recommend to grow a small business? Kate Parker recommends using Excel as a versatile tool for small business growth. She finds it invaluable for tracking KPIs, managing cash flows, and creating profit and loss statements, making it a foundational resource for business management. What advice would you give yourself on day one of starting out in business? Kate Parker advises herself on day one of starting out in business to "be strong, keep the focus, and don't settle for less than you expect." This guidance emphasises resilience, clarity, and maintaining high standards. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.     Quotable quotes from our special Grow A Small Business podcast guest: Constantly improve your product; quality is key to retaining customers – Kate Parker Be clear about role expectations to avoid difficult conversations later – Kate Parker As a leader, be confident in your choices and stay true to your vision – Kate Parker    

Jake Puhl, CEO of The Dentist Entrepreneur Organization, hosts Andy Grover, Co-Founder & Chief Development Officer at Tend Dental. This episode dives into Tend's unique patient experience approach, their rapid growth since launching in 2019, and innovative strategies in urban markets. Andy shares insights on navigating the challenges of expanding a dental group during the pandemic and Tend's vision for future growth. He highlights innovative practices such as personalized patient care, leveraging technology to enhance the patient journey, and designing welcoming, patient-centric clinic environments. These strategies have significantly increased their Net Promoter Score (NPS), boosted patient retention, and transformed the overall patient experience. Tune in for an inspiring conversation on revolutionizing patient care and setting new standards in the dental industry.  

In this episode of Grow a Small Business, host Troy Trewin interviews James Ashford, founder of Go Proposal. James discusses his journey to building a successful business, leading a dedicated team, and achieving impressive revenue growth. With insights on maintaining high standards, strategic planning, and exit readiness, James offers valuable advice for small business owners. Tune in to discover how his leadership and vision have driven Go Proposal's success. Other Resources: NPS Score: An easy way to measure if your customers love you in 21 minutes – use the Net Promoter Score (NPS). And it's FREE. How James Ashford Sold his 12 Employee company for 8-figures Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? James Ashford believes the hardest thing in growing a small business is maintaining balance. He emphasizes the challenges of juggling various roles and responsibilities, especially when managing both personal and professional demands. He highlights the importance of being kind to oneself, recognizing the inherent difficulties, and staying resilient amidst the pressures of entrepreneurship. What's your favourite business book that has helped you the most? James Ashford's favorite business book that has helped him the most is "E-Myth Revisited" by Michael E. Gerber. He also highly recommends "Built to Sell" by John Warrillow, which he considers a distilled and improved version of "E-Myth Revisited." Additionally, he finds "Key Person of Influence" by Daniel Priestley and "They Ask, You Answer" by Marcus Sheridan to be particularly impactful for his business thinking and marketing strategies. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? James Ashford recommends Joe Rogan's podcast for its insightful discussions and the High Performance podcast in the UK for valuable insights. He also highlights the effectiveness of email marketing and suggests platforms like Infusionsoft and Go High Level for comprehensive marketing capabilities in small business growth. What tool or resource would you recommend to grow a small business? James Ashford recommends email marketing as the most effective tool for growing a small business. He highlights the ability to nurture and engage a captive audience through regular communication, leveraging platforms like Infusionsoft or Go High Level for comprehensive marketing automation and online course creation. What advice would you give yourself on day one of starting out in business? James Ashford advises himself on day one of starting out in business to remember that "it's going to be alright." He emphasizes the importance of staying calm and being kind to oneself amidst the challenges and uncertainties of entrepreneurship. This mindset helps navigate the inevitable ups and downs with resilience and perspective. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.   Quotable quotes from our special Grow A Small Business podcast guest: As you grow, your standards don't have to drop, you maintain them throughout – James Ashford You want a multiple option strategy as fast as possible, because you have no idea what's coming in the future – James Ashford Be kind to yourself. You're a human being with all your perfectly perfect imperfections, doing your best – James Ashford  

Tim Braheem Interviews Steve DorfmanTim sits down with Steve Dorfman. Steve was the Chief Experience Officer for Apex Home Loans and is now the head of community for The Loan Atlas. With a long history of working in customer service, Steve brings an incredible attention to detail to all aspects of the customer journey. While with Apex, Steve led the charge in elevating their Net Promoter Score (NPS) to a sustained high of 96. In addition, he was instrumental in implementing internal changes which earned Apex the designation of “Best Place to Work” in Washingtonian Magazine, The Washington Business Journal, and The Washington Post.You Will Learn: How to turn a negative customer experience into a net positive Four elements to turn a new prospect into an advocate for your businessThe difference between meeting and anticipating consumer needs The importance of communication to get repeat business and referralsThe importance of positive feedback in fostering employee successWho is Steve Dorfman?Transitioning from the hospitality industry in 1995, Steve Dorfman spent the next 11 years selling Acuras. Acutely aware of the long-standing stigma associated with car salesmen, Steve entered the business at age 23 determined to elevate the profession by intentionally crafting thoughtful and remarkable experiences for his prospects and clients. His unwavering commitment to a customer-centered process paid off: Steve earned "Salesman of the Year" seven years in a row, maintained a six-figure income from a 35-hour workweek, and achieved a Customer Satisfaction Index rating in the top 1% nationally. He worked by appointment only, with repeat clients and referrals accounting for 70% of his business. More than two decades later, Steve's best practices are still taught by corporate trainers. Steve and his wife, Maggie, live in Maryland (just outside of Washington, DC) with their two children. During the summer, they enjoy gathering with family and friends on their ski boat at Lake Anna in Virginia.Brought to you by The Loan Atlas theloanatlas.com

Today, we dive deep into CX with Pegah Valeh, who leads the customer experience team at Meta's Reality Labs. Pegah brings her seasoned expertise from the Reality Labs team at Meta, focusing on improving customer experiences to support business growth. Throughout this episode, we'll explore how Pegah and her team use metrics like Net Promoter Score (NPS) to measure the severity of customer issues and the crucial correlation between NPS and customer retention. She'll also share the benefits—and challenges—of integrating AI into customer experience, as well as tips for making data actionable and fostering effective partnerships across business units.We'll touch upon the complexities of measuring customer lifetime value, the importance of real-time analytics, and how advanced analytics can predict customer pain points. Plus, we'll discuss how Meta's CX team collaborates with growth and retention marketing teams, sharing insights to validate changes and launches, and using formats like internal communication tools and dedicated meetings to keep everyone informed. 

Is the Net Promoter Score (NPS) still relevant today? In this episode of AI Knowhow, we dive deep into why this 20-year-old metric might be outdated and how AI can revolutionize customer satisfaction. Courtney, David, and Mohan discuss the limitations of NPS and CSAT scores, revealing how AI provides more accurate and dynamic ways to gauge customer happiness. Discover how AI can offer real-time insights into customer sentiment, leading to smarter decisions and better customer relationships. We also hear from Doug Meiser of AMEND, who shares practical examples of how AI is driving operational excellence in various industries. Discover how AI optimizes production schedules, enhances early warning systems, and integrates seamlessly with human operations. All that PLUS Pete Buer joins us for an engaging "AI in the Wild" segment, where he talks about an AI-powered robot delivering a commencement speech at a New York university. Watch this episode on YouTube: https://youtu.be/Km-yvhvxRuQ  Sign up for Knownwell's beta: www.knownwell.com  AI Knowhow is brought to you by the team at Knownwell.

In this week's episode of "Maximize Business Value," Tom discusses the critical importance of measuring and monitoring customer satisfaction. Despite its recognized importance, many businesses fail to actively track this key metric. Tom shares his own experience with a serious customer satisfaction issue at one of his businesses and how using the Net Promoter Score (NPS) method helped turn things around before a sale. Tune in to discover why regular monitoring of customer satisfaction isn't just good practice—it's essential for your business's long-term success and value.CONNECT WITH TOMFacebook: https://www.facebook.com/masterypartnersLinkedIn: https://www.linkedin.com/in/tom-bronson/Website: https://www.masterypartners.com/Please be sure to like and follow for more great content to help YOU maximize YOUR business value!Tom Bronson is a serial entrepreneur and business owner. He is currently the founder and President of Mastery Partners, Mastery Mergers & Acquisitions, and the Business Transition Summit. All three companies empower business owners to maximize business value and serve business owners in different capacities to help them achieve their dream exit. As a business owner, Tom has been in your situation a hundred times and knows what it takes to craft the right strategy. Bronson is passionate about helping business owners and has the experience to do it. Tom has two books to help business owners on their journey to a dream exit: "Maximize Business Value Playbook," (2023), and "Maximize Business Value, Begin with the EXIT in Mind," (2020). Both are available on Amazon. ...

Ever wondered how the pros turn a good bar into a great one? Unlock the secret sauce as we dissect Key Performance Indicators (KPIs) that will revolutionize your bar's performance. In our latest podcast episode, I walk you through identifying and leveraging the four critical types of KPIs—quality, delivery, productivity, and inventory. Each category acts as a compass, guiding you to make informed decisions that enhance every corner of your operation. From front-of-house finesse to back-of-house brilliance, we've got your blueprint to bar business excellence.Dive headfirst into the power of the Net Promoter Score (NPS) and understand why it's more than just a number—it's the heartbeat of your customer service. With an in-depth look at what distinguishes promoters from passives and detractors, I'll show you how even a single customer's feedback can have a ripple effect on your reputation. Then, get tactical with back-of-house strategies that transform kitchen chaos into culinary consistency. You'll learn how tracking quality comps can be your radar for guest satisfaction, allowing you to set and hit incremental targets that make every dish a signature one.Finally, get a grip on your goods with strategies that streamline your inventory management, keeping your cash flow fluid and your waste to a minimum. Discover why days in inventory can be your financial health barometer and how optimizing this KPI could mean the difference between treading water and riding the wave of profitability. Plus, I'll share how you can strike the perfect balance between productivity and quality to keep your guests returning for more. So, saddle up to the bar and join us for a masterclass in metrics that matter, and steer your business to soaring success.######Welcome to the Bar Business Podcast, where we're dedicated to helping bar owners achieve success without sacrificing their valuable time. In today's fast-paced hospitality industry, the old ways of running a bar no longer cut it. That's why we're here to guide you towards establishing the right mindset, concept, and culture for success. Chris Schneider draws on over twenty years of industry experience to deliver valuable insights every week. From creating a standout menu and designing a stunning bar, to crafting effective marketing strategies and implementing HR best practices, we cover it all. Join us on the path to success and take the first step towards building a thriving bar business.Looking to elevate your bar business to new heights? Don't miss out on my book, 'How to Make Top-Shelf Profits in the Bar Business'! Discover proven strategies and practical tips to transform your bar into a thriving success. Get your copy today on Amazon: Purchase Here. For more information on how to spend less time working in your bar and more time working on your bar:The Bar Business Podcast WebsiteSchedule a Strategy SessionBar Business Nation Facebook Group...

In this episode of "Grow a Small Business," join host Troy Trewin as he interviews Cassandra Sasso, founder of Wander. Discover Cassandra's journey from interior design to creating eco-cabins, and learn valuable lessons in leadership and sustainable growth. Meet the core team behind Wander's success, which generated over $1.25 million in revenue in its second year.   Other Resources:    NPS Score: An easy way to measure if your customers love you in 21 minutes – use the Net Promoter Score (NPS). And it's FREE. Podcast on NPS By Troy Trewin Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice.   And a snapshot of the final five Grow A Small Business Questions:   What do you think is the hardest thing in growing a small business? According to Cassandra Sasso, one of the biggest challenges in growing a small business is managing her impatience. Despite experiencing fast growth, she sometimes feels limited by the pace of progress, highlighting the importance of patience and perspective in navigating the growth journey. What's your favourite business book that has helped you the most? Cassandra Sasso's favorite business book that has helped her the most is "Unreasonable Hospitality" by Will Guidara. This book focuses on finding your edge by delighting people at times when they least expect it, offering valuable insights that Cassandra has applied to her business, Wander. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Cassandra Sasso recommends anything by Brené Brown for personal and professional development. While not specifically focused on business growth, Brené Brown's work on vulnerability, courage, and leadership can provide valuable insights for small business owners looking to grow their businesses. What tool or resource would you recommend to grow a small business? Cassandra Sasso suggests that one of the most valuable resources for growing a small business is mentorship or advisory boards. Establishing an advisory board with diverse expertise and perspectives can provide valuable guidance, insights, and support to navigate the challenges of business growth and decision-making. What advice would you give yourself on day one of starting out in business? Cassandra Sasso's advice to herself on day one of starting out in business would be: "Do you realize what the fuck you've just done?" This humorous but reflective advice likely highlights the magnitude of the journey ahead and the importance of embracing the challenges and opportunities that come with starting a business. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.     Quotable quotes from our special Grow A Small Business podcast guest: Success is never linear; it's about embracing the journey of growth – Cassandra Sasso Trust yourself to make judgment calls, especially when it comes to building your team – Cassandra Sasso Delighting customers when they least expect it is the essence of sustainable business growth – Cassandra Sasso      

It is common for customers to return to your brand when they feel valued and enjoy the overall experience. Having that culture of appreciation within your business, where your team members or your internal customers feel valued and recognized for their great work, will also reflect on your external customers' experience.  Today, I am flying solo to share with you the secret to building a perfect customer experience.  In this episode, I will talk about the most important questions to ask your internal and external customers. I will also discuss how I have been using Net Promoter Score (NPS) to measure customers' experience. Topics include: Differences between an internal and an external customer What is Net Promoter Score (NPS) and how is it calculated Three questions I always ask my team members The importance of having an appreciation culture at work Five questions to build a perfect customer experience And other topics… Resources mentioned: Net Promoter Score: https://www.netpromoter.com/  ScaleMAP Method: https://www.dariusclass.com/training-video  Connect with Darius: Website: https://therealdarius.com/ Linkedin: https://www.linkedin.com/in/dariusmirshahzadeh/ Instagram: https://www.instagram.com/imthedarius/ YouTube: https://therealdarius.com/youtube Book: The Core Value Equation https://www.amazon.com/Core-Value-Equation-Framework-Limitless/dp/1544506708 Learn more about your ad choices. Visit megaphone.fm/adchoices

Join host Jeff Dudan as he welcomes Fred Reichheld on today's episode. Fred, recognized as the godfather of the Net Promoter Score (NPS), discusses his pivotal role in reshaping customer relationship management. This episode dives into Fred's insights on enhancing customer satisfaction and building long-term loyalty. Want to own your own business? Take our business ownership quiz: https://podcast.homefrontbrands.com/en-us/business-ownership-quiz?hs_preview=UuqYSzMR-159529547022For your FREE Discernment eBook: https://podcast.homefrontbrands.com/en-us/discernmentJoin our Exclusive Facebook Group: https://www.facebook.com/groups/1442332473300030/ Visit our Instagram: https://www.instagram.com/thehomefrontpod/Tune in on YouTube: https://www.youtube.com/@thehomefrontpod?sub_confirmation=1Join and be a part of On The Homefront: https://linktr.ee/homefrontpodcastConnect with Jeff Dudan: https://www.linkedin.com/in/jeffdudan Connect with Fred: https://www.linkedin.com/in/fredreichheld/For more on the Net Promoter System: https://www.netpromotersystem.com/Order Fred's Book, ‘Winning on Purpose': https://www.netpromotersystem.com/books/winning-on-purpose/

In this episode, John and Jack discuss their strategies for enhancing customer satisfaction through the implementation of the Net Promoter Score (NPS) system. They detail the comprehensive process of gathering feedback across every customer touchpoint, from marketing to accounting, aiming to turn customers into promoters. They also cover the practical changes they've implemented in their business, such as improving call center operations and post-service cleaning protocols, to ensure a remarkable customer experience. Episode Hosts:John Wilson: @WilsonCompaniesJack Carr: @thehvacjack Special thanks to our sponsor: Service Scalers: Looking to scale your home service business? Service Scalers is a digital marketing agency that drives success in PPC and LSA. Discover more growth strategies by visiting Service Scalers.Check out Owned and Operated Weekly Insights: a newsletter where John discusses topics ranging from recruiting and marketing to the growth of your home service business.  Subscribe to the newsletter here.Contact us:Youtube: @OwnedandOperatedPodcastX: @ownedoperatedcowww.ownedandoperated.cominfo@ownedandoperated.com

Join host Jeff Dudan as he welcomes Fred Reichheld on today's episode. Fred, recognized as the godfather of the Net Promoter Score (NPS), discusses his pivotal role in reshaping customer relationship management. This episode dives into Fred's insights on enhancing customer satisfaction and building long-term loyalty. Want to own your own business? Take our business ownership quiz: https://podcast.homefrontbrands.com/en-us/business-ownership-quiz?hs_preview=UuqYSzMR-159529547022For your FREE Discernment eBook: https://podcast.homefrontbrands.com/en-us/discernmentJoin our Exclusive Facebook Group: https://www.facebook.com/groups/1442332473300030/ Visit our Instagram: https://www.instagram.com/thehomefrontpod/Tune in on YouTube: https://www.youtube.com/@thehomefrontpod?sub_confirmation=1Join and be a part of On The Homefront: https://linktr.ee/homefrontpodcastConnect with Jeff Dudan: https://www.linkedin.com/in/jeffdudan Connect with Fred: https://www.linkedin.com/in/fredreichheld/For more on the Net Promoter System: https://www.netpromotersystem.com/Order Fred's Book, ‘Winning on Purpose': https://www.netpromotersystem.com/books/winning-on-purpose/

In this episode, host Troy Trewin sits down with John Warrillow, the President of The Value Builder System to discuss the secrets behind business success. John shares insights from his own journey, highlighting the importance of strategic planning, building effective teams, and navigating growth challenges. With his wealth of experience, John offers invaluable advice for aspiring and current business owners looking to achieve sustainable success in their ventures. In his book built to sell John Warrillow provides advice on how to make your small business sellable. The best way to do this, according to Warrillow, is to build a business that can run on its own—a business that can function without you, the owner. Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: 1 .What do you think is the hardest thing in growing a small business? John Warrillow believes that one of the toughest aspects of growing a small business is managing the people within it. He emphasizes that hiring the right individuals, particularly salespeople, can pose significant challenges. Entrepreneurs often struggle to find sales professionals who can replicate their success, leading to frustration and setbacks in scaling the business. 2. What's your favourite business book that has helped you the most? John Warrillow's favorite business book, aside from his own works, is "Small Giants" by Bo Burlingham. This book resonates with him because it focuses on the pursuit of greatness rather than just size, highlighting the value of being exceptional in business rather than merely big. 3. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? John Warrillow recommends the "Prof G Show" and "All In" podcast. The "Prof G Show" is hosted by Scott Galloway and offers insightful perspectives on business and entrepreneurship. "All In," moderated by Jason Calacanis and a group of venture capitalists, provides a deep dive into tech and business topics, offering a balanced view from different political spectrums. 4. What tool or resource would you recommend to grow a small business? John Warrillow recommends using Net Promoter Score (NPS) as a tool to grow a small business. NPS is a simple yet powerful way to measure customer satisfaction, predict future growth rates, identify areas for improvement, and understand customer loyalty. 5. What advice would you give yourself on day one of starting out in business? John Warrillow advises himself to "stop planning and start doing" on day one of starting out in business. He emphasizes the importance of taking action rather than getting caught up in planning details, suggesting that real progress comes from engaging with potential customers and testing ideas in the market. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.     Quotable quotes from our special Grow A Small Business podcast guest: A business that depends on you is worthless to anyone but you – John Warrillow The most valuable businesses are the ones that do one thing exceptionally well – John Warrillow Focus on being great, not just big – John Warrillow

This Podcast Is Episode 567, And It's About The Secrets To Stellar Client Service In The Construction Industry Customer service is the heartbeat of any successful business. The unsung hero transforms a potential disaster into an opportunity and a mere transaction into a lifelong relationship. In the narrative of customer loyalty and retention, service is the protagonist.   Your approach to customer service has the power to attract and retain clients. As a construction business owner, client service is critical to your company's success. It is essential to understand what your clients want and how you can provide the best service possible to meet their needs.   Why stellar customer service is key The importance of customer service for loyalty and retention cannot be overstated. Positive experiences build stronger emotional connections with customers, leading to repeat purchases or the client hiring you again, enhanced brand loyalty, and positive word of mouth. Stellar customer service is the hallmark of success in a booming digital economy. If you have a website or are marketing your trade business online, you are part of this, or you use platforms where competitors lurk one click away.  One of the most critical aspects of client service is communication. It would be best if you communicated effectively with your clients to understand their requirements, provide updates on the project's progress, and ensure they are satisfied with the work.  You should also be responsive to their queries and concerns and provide timely and transparent information.  Another crucial factor in client service is managing expectations. It is vital, to be honest and realistic about what you can deliver and to ensure that your clients understand what they can expect from you. This will help avoid misunderstandings and ensure your clients are happy with the result.  Good Customer Experience is Key A recent Zendesk report found that 3 in 4 consumers are willing to pay more for good customer service. This is a clear signal that in a market cluttered with varying product specifications, prices, and services, customer experience can be the factor that differentiates you from the competition. Retention Customer retention is cost-effective (five to 25 times less expensive than acquiring new customers) and promises a more predictable revenue stream. As a business, your job doesn't end at the point of sale—it means nurturing and retaining your customers. Crafting your customer service strategy Mastering the art of customer service requires a well-rounded strategy. Let's break it down: Excellence breeds loyalty When you deliver exceptional service, you invite customer loyalty, which fuels a positive cycle of customer lifetime value. From thank-you notes to responsive support, every interaction is an opportunity to reinforce a customer's decision to choose your brand. Accessibility is vital Clients shouldn't need a treasure map to find your service. Information, contact details, and assistance need to be at their fingertips. Accessibility is paramount through a user-friendly website, a seamlessly integrated app, or a robust social media presence. The power of empathy Empathy is the currency of customer service. It's walking in your client's shoes, understanding their pain, and making it suitable. An empathetic approach can turn a disgruntled customer into a brand advocate. Metrics You can't improve what you don't measure. Customer satisfaction metrics like Net Promoter Score (NPS), customer effort score, and customer satisfaction score are valuable tools to provide insight. Customer Service in Practice: Tools and Techniques It's time to delve into practical customer service applications. 1. Omnichannel Customers are diverse, and so are their preferred service channels. From social media to chatbots and the phone, an omnichannel approach ensures that customer service is available and tailored to meet them where they are. 2. Proactive Service Don't wait for customers to come to you with issues. Be proactive. Send out surveys, ask for feedback, and offer service tips before they ask. 3. Flexibility No two customer issues are alike, just like your projects, and neither should their solutions be. Empower yourself (or staff) to make decisions and resolve problems creatively. Sometimes, the most memorable experiences come from the most unusual solutions. 4. Always be learning Customer service is a moving target. Encourage a culture of learning and evolving. Share success stories and pain points within the team or contractor friends in the industry. This will both boost team spirit and also lead to collective wisdom. 5. Turning service into a marketing asset Quality workmanship is also essential for exemplary client service. Providing high-quality work that meets or exceeds your client's expectations will help to build trust and loyalty. Ensure you use quality materials and employ skilled workers who take pride in their work.  Beyond its immediate role, impeccable customer service can also be a marketing tool. Positive reviews: the ultimate trust signal Good service brings good reviews, which in turn attracts new customers. Reviews are often seen as more trustworthy than a brand's self-presentation. Word of mouth: Satisfied customers are the most effective salespeople. They tell their friends and family about their great experiences, and with the power of social media, they can say it to the world. Customer Testimonials: When accurate, unscripted customer stories take the limelight, the message becomes compelling and human. Conclusion: the end or just the beginning? Remember, every interaction with a customer is a chance to shine, and every problem is an opportunity to excel. You'll retain customers and create loyal brand ambassadors by making customer service a core business value.  It is crucial to show appreciation for your clients. Simple gestures such as thanking them for their business, sending a personalized note or gift, or providing follow-up support can go a long way in building solid relationships.  Your clients will remember your service long after the project is done. PS  We offer free resources to help you save time and money that you can download and print now.  About The Author: Sharie DeHart, QPA, co-founded Business Consulting And Accounting in Lynnwood, Washington. She is the leading expert in managing outsourced construction bookkeeping and accounting services companies and cash management accounting for small construction companies across the USA. She encourages Contractors and Construction Company Owners to stay current on their tax obligations and offers insights on managing the remaining cash flow to operate and grow their construction company sales and profits so they can put more money in the bank. Call 1-800-361-1770 or sharie@fasteasyaccounting.com    

In today's episode, host Troy explores the phenomenal success of Scott Brennan, Co-founder of Migration Unity, as he shares how his business achieved a remarkable $2 million in revenue. Gain exclusive insights into the strategies that propelled this growth, offering invaluable lessons for small business owners. Join us for an inspiring conversation with Scott on navigating the path to financial triumph in the immigration industry. Scott mentioned their Net Promoter Score (NPS) is an outstanding 100. Here's an article detailing the steps to compute your NPS on Grow a small business website. Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. Furthermore, Troy introduces the Marketing Funding Flywheel eBook, a comprehensive manual on constructing your own revenue-generating marketing mechanism in 2024. And a snapshot of the final five Grow A Small Business Questions: Hardest Challenges in Growing a Small Business: Scott highlights the difficulty of wearing multiple hats and the importance of focusing on tasks that truly move the needle for growth. Favorite Business Books: Scott recommends "The E-Myth" and "100 Million Leads" by Alex Hormozi, emphasizing the importance of continual learning and problem-solving. Top Podcasts and Learning Tools: Scott's go-to podcasts include "Diary of a CEO" and "Grow a small business Podcast" along with regular reading and YouTube for professional development. Recommended Tool for Small Business Growth: Scott suggests using a CRM like Active Campaign to organize data and streamline communication, essential for remote teams. Advice for Starting Out: Scott advises his past self to stay calm, not overthink, and focus on the present, knowing that things will work out along the way.   Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.     Quotable quotes from our special Grow A Small Business podcast guest: Building a sustainable culture is about celebrating wins, supporting each other, and creating a work environment that feels more like a team than a workplace – Scott Brennan Professional development isn't just about work hours; it's a lifestyle. Consistent learning, whether at the gym or in spare time, fuels personal and business growth – Scott Brennan A key takeaway in recruitment is asking the right behavioral questions; it's essential to understand if a candidate is the right fit beyond what's on their CV – Scott Brennan      

Andrew Case is the Co-founder of NoonBrew, which creates superfood teas for improving sleep and energy. Launched in 2021, NoonBrew has shipped over 100,000 packages of tea to customers in all 50 states. Before his venture into ecommerce, Andrew worked as an account executive selling enterprise SaaS at several product-led companies. A graduate of International Business at Webster University, he leverages his sales background and passion for entrepreneurship to scale NoonBrew, growing the company to seven figures within two years. In this episode… Direct-response advertising is all about enticing leads to take a specific action. However, for ecommerce supplement brands, scaling with ads is no easy feat. It takes more than having a quality product and foundational knowledge of creating online ads. What can you learn from a brand that scaled by employing advanced tactics in its direct-response ads? For ecommerce entrepreneur Andrew Case, winning at direct-response advertising requires a blend of creativity and metrics, where understanding the secrets of top-performing brands and prioritizing data become crucial for success. Andrew's approach entails studying competitors' and top-performing landing pages to spark inspiration. He emphasizes the value of using data analytics tools to review the revenue amounts of top-performing ads to unravel their successful components. As the narrative unfolds, Andrew shares intricate strategies he employs to generate seven-figure sales. He highlights the power of improving the product Net Promoter Score (NPS) through consistent product improvements and testing different landing page styles to optimize conversion rates. In this episode of the Minds of Ecommerce podcast, Raphael Paulin-Daigle hosts Andrew Case, the Co-Founder of NoonBrew, as he guides listeners through high-level direct-response ad strategies. He discusses the value of looking to other brands for inspiration, creative hacks for supplement brands, common mistakes to avoid when developing direct-response ads, and other proven conversion techniques that grew his brand to millions of dollars in revenue. 

From Scientist to Sales Pro: Unlocking Your Potential for Career Growth Does this sound familiar? You're transitioning to a sales role or industry and want to excel in revenue-related positions. Perhaps you've been told to focus solely on traditional sales techniques without embracing data-driven decision-making. The pain of this ineffective action is feeling stuck in outdated methods and missing out on opportunities for growth and success. It's time to break free from this cycle and achieve real results. My guest is Randi-Sue Deckard Randi-Sue Deckard's career trajectory is a captivating story of transformation and resilience. Transitioning from a clinical lab scientist to the Senior Vice President of Client Engagement at Bessler, Randi-Sue's journey is a testament to the power of embracing change and leveraging data-driven decision-making. Her wealth of experience in sales, marketing, and customer success positions her as a valuable guide for professionals seeking to excel in revenue-related roles. Randi's journey and expertise offer a unique perspective on navigating career transitions and overcoming fear, making her a compelling source of inspiration for those looking to enhance sales performance and drive business growth through data-driven strategies. Everything is figureoutable. I know I don't know all the answers, but I have a network and I have people I can ask, and I don't have no ego. Who can help me? It's not about title. It's like, who can help me? - Randi-Sue Deckard In this episode, you will be able to: Overcome content consumption and take meaningful action to achieve your goals. Master the mindset to conquer fear and achieve personal growth. Apply the scientific method to drive success in your business. Transition to sales and embrace data-driven decision-making for enhanced performance. Embrace customer-centricity to propel business growth and success. Applying the scientific method Applying the scientific method in a business context involves careful data analysis and making informed decisions. Randi emphasizes the importance of having the right data set and approaching it with honesty. With her experience in sales, she further underlines the need to understand individual metrics within the larger business process and avoid common mistakes such as changing too many variables at once. This approach allows for improved decision-making and ultimately, better business performance. Sales is just a conversation. We overcomplicate it. Everything happens human to human. And so sales is just a conversation. How can I help you? And I am a helper by nature. - Randi-Sue Deckard The resources mentioned in this episode are: Connect with Randi-Sue Deckard on LinkedIn to learn more about her journey and insights into sales, mindset, and professional growth. Check out the book Sell Without Selling by Andy Paul to explore a different approach to sales and building relationships. Explore the Ultimate Question by Fred Reichheld to gain insights into customer loyalty and the Net Promoter Score (NPS) concept. Consider using a habit tracker to be intentional about your habits and track your progress in various areas of your life. Reach out to professionals in your desired field for guidance and advice, and be intentional about building relationships for long-term value. This episode is brought to you by the Phoenix Club - your community of people who are interested in Rising Together. Ever Curious. Constantly Learning. Connected