Podcasts about net promoter score

In this episode, Camden and I cover: Starting early: Camden's “self-starter” drive—and the mentors who helped him learn fast (including Kathleen Walsh, President/CEO of the Metro North YMCA). Beyond the Crisis: how watching families in the Boston area wait in long lines for food during COVID sparked an “Uber Eats-style” nonprofit distribution model—and how they partnered with Catholic Charities of Boston. Momentum and credibility: how the charity's visibility led to major exposure and new relationships (including appearances on CBS, Bloomberg, PBS, the Drew Barrymore Show, and even White House conferences). NomadAI: why Camden believes travel is a perfect industry for AI disruption—and how NomadAI aims to build itineraries and handle planning like a “24/7 assistant in your back pocket.” Meridian Capital Partners: a founder-focused “hub” that invests very early stage in college founders—especially people who don't have the usual resume or network. The hard parts: being misunderstood in a high-pressure prep school environment, dealing with racism, isolation, and having to finish part of high school online. The turning point: Universe taking three years to get funded, losing an early investor, and Camden's “dark night of the soul” moment—where he had to stop chasing comparison and decide what he's actually committed to. The mission behind Universe: Camden's focus on helping Gen Z navigate a brutal job/internship market—and building something that serves them in a way he feels LinkedIn doesn't.   A few lines worth remembering Camden on mission: “I'm really committed to making a difference and solving problems and connecting people.” Camden on perseverance: after setbacks and many calls, they found an accredited investor who put six figures in because he saw the MVP—and the dream. Camden to Gen Z builders: if you're in a tough season, keep going—try new things—persevere.   Links / Resources Mentioned NomadAI: NomadAI.io Universe (waitlist): UniverseApp.com   About Camden Francis (from this episode) Camden Francis is a Gen Z founder based in the Boston area. He co-founded: Beyond the Crisis, a COVID-era food distribution charity that moved ~$100,000 in food/resources with partners like Catholic Charities of Boston NomadAI, an AI-assisted travel planning and itinerary platform He's also building Universe, a career/network platform aimed at helping Gen Z navigate internships and jobs.   -----   Camden Francis, a dynamic 21-year-old currently pursuing a degree in Finance and Business Management, seamlessly blends academic prowess with an entrepreneurial spirit. Beyond the confines of his desk, Camden revels in the exhilaration of sports, cherishes quality moments with family and friends, and takes leisurely strolls with his beloved Goldendoodle, Brooks. His summers are often punctuated with escapes to Cape Cod, where he finds solace and inspiration. At the core of Camden's ethos is his commitment to making a positive impact. In 2020, he founded Beyond the Crisis, a nonprofit organization dedicated to serving the community. Under his leadership, the organization diligently distributes food and resources to housing communities and homeless shelters. Camden's visionary approach extends to the research team at Beyond the Crisis, which collaborates with major organizations to strategically combat food insecurity and enhance nutritional health at a national level. Not content with just one venture, Camden is also the visionary force behind "Univerze," a tech company that has birthed a professional networking mobile application. His multifaceted abilities extend beyond the boardroom; Camden is a captivating public speaker, having appeared on renowned platforms such as the Drew Barrymore Show, CBS, PBS, Bloomberg, and NPR. His insights on entrepreneurship have been shared with a broader audience through various podcasts, while his recently published book further underscores his commitment to knowledge dissemination. Looking ahead, Camden is set to expand his horizons. He envisions penning another influential book, venturing into real estate, and strategically growing his investment portfolio. For interviews or business inquiries, Camden Francis invites you to connect with him at info@camdenfrancis.com. Embrace the opportunity to engage with a young luminary whose charisma, innovation, and commitment to positive change define his journey.   --------John Bates provides 1:1 Executive Communications Coaching, both in-person and online. He also gets 92+ Net Promoter Scores for his large and small group leadership development trainings at organizations like Johnson & Johnson, NASA, Google, Intuit, Boston Scientific, and many more. Find more at https://executivespeakingsuccess.com.Sign up for his weekly micro-trainings for free at https://johnbates.com/mini-trainings and create a great leadership communications habit that makes you the kind of leader who inspires trust, loyalty, and connection.

357: Rethinking How Organizations Are Built to Change Lives (Logan Herring)Episode SummaryFive years after his first appearance on Episode #128, Logan Herring returns with a dramatically expanded vision and impact. What began as an ambitious community revitalization effort has evolved into a nationally recognized model for integrated, place-based change. As CEO of The WRK Group, Logan leads a vertically integrated set of tax-exempt businesses focused on housing, cradle-to-career education, workforce development, and community wellness in Riverside, Wilmington. In this conversation, he challenges leaders to rethink how organizations are structured, funded, measured, and branded. From rejecting the term nonprofit in favor of tax-exempt business, to treating those served as customers, to measuring Net Promoter Scores and social return on investment, Logan makes the case that lasting change requires business discipline, upstream strategy, and the courage to build institutions designed to solve problems permanently rather than manage them indefinitely.About LoganLogan Herring is the CEO of The WRK Group, a collective of tax-exempt businesses in Wilmington, Delaware focused on housing, education, workforce development, and community wellness. Under his leadership, the organization has evolved into a nationally recognized model for vertically integrated, place-based revitalization. Logan oversees the strategic direction of Kingswood Community Center, The Warehouse, and REACH Riverside, aligning infrastructure, programming, and capital investment to address intergenerational poverty through upstream, systemic solutions. He is a frequent national speaker on community development, impact measurement, and sustainable social enterprise models, and continues to advocate for business discipline and long-term accountability in the social sector.ResourcesThe WRK GroupPurpose Built CommunitiesSharehouse (technical assistance initiative of REACH Riverside)Book Recommendation: Jump by Larry MillerFollow Your Path to Nonprofit LeadershipLearn more about Armstrong McGuire

Three Operating Principles from This Conversation 1. White space is now dynamic, not staticWhite space used to be analyzed every 18 months. Today, Ryan is seeing strategy cycles compress to quarterly—or even monthly—reviews. Not because leaders love churn, but because technology and culture are moving too fast for set-and-forget thinking.White space isn't always a massive blue ocean. More often, it's a small, highly specific intersection of your value proposition, your customer's real needs, and what you can actually execute well, right now. 2. AI works best when it supports judgment — not when it replaces itRyan offers one of the clearest, most useful frames I've heard for AI and small business:Don't ask AI for big, sweeping answers.Ask it a series of small questions you can common-sense check, and let those answers ladder up.This takes longer. It requires thinking. And it keeps humans in the loop.That matters because for a small business, one AI mistake isn't annoying; it's expensive. One missed email, one misrouted opportunity, one wrong automation can cost real money.Interestingly, Ryan is also seeing large corporations pull back from “AI everywhere” toward controlled automation and fixed workflows. The lesson? We're not at the point where we can responsibly turn everything over, and pretending we are is risky. 3. Community is now a strategic advantageRyan makes a compelling case that small business owners should be in their local business community at least once every two weeks, not to network performatively, but to gut-check reality, compare notes, and stay human.Some of the most valuable insights right now are coming from people with just a few years of experience, because they're in it, learning fast, and willing to share what's actually working.You never stop learning. And you don't need decades of experience to contribute. You just need a clear point of view and an open mind. The Bigger PictureDespite uncertainty, Ryan is seeing more optimism in business than he has in years. Not blind optimism, earned optimism.As he puts it, we have more control than we realized last year. But control only matters if we use it.This is a conversation about:Staying human in an increasingly automated worldUsing powerful tools wisely instead of stupidlyShowing up—locally, imperfectly, consistently—for the world we want to createWe're the ones we've been waiting for. Connect with Ryan EdwardsCamino Five: camino5.comRyan Edwards on LinkedIn: linkedin.com/in/ryanedwardsConnect with John Batesjohnbates.comexecutivespeakingsuccess.comlivelikealeader.show This episode makes no difference without you. If you enjoyed the show, please leave a five-star rating and share it with someone who's navigating leadership, strategy, or AI right now. That's how we learn from — and support — each other on the journey. Thank you! ----- Ryan Edwards is the co-founder of Camino5, a strategy consultancy built on a simple belief: insights create strategy and strategy creates growth.With more than 15 years of experience across digital, brand, and customer experience, Ryan's career began in web design and programming before evolving into creative and CX leadership roles. Over the last decade, his work has focused on understanding how people actually engage with brands across platforms, moments, and decisions, turning that understanding into strategies that move businesses forward.At Camino5, Ryan leads work through Paired Perspective™, the firm's approach to connecting customer behavior across a fragmented landscape. The goal isn't channel optimization in isolation, but strategic clarity that enables speed, alignment, and action.Ryan has partnered with global brands including Disney, P&G, NBCUniversal, Unilever, Chase, Nike, and Kaiser Permanente, as well as high-growth startups and emerging category leaders. His work has supported multiple unicorns, driven category-defining launches, and contributed to research that led to $20M-per-month business turnarounds.Ryan works with companies that believe strategy should create momentum and that growth starts with seeing the customer clearly. --------John Bates provides 1:1 Executive Communications Coaching, both in-person and online. He also gets 92+ Net Promoter Scores for his large and small group leadership development trainings at organizations like Johnson & Johnson, NASA, Google, Intuit, Boston Scientific, and many more. Find more at https://executivespeakingsuccess.com.Sign up for his weekly micro-trainings for free at https://johnbates.com/mini-trainings and create a great leadership communications habit that makes you the kind of leader who inspires trust, loyalty, and connection.

Portnox is an enterprise access control platform that eliminates passwords and enforces zero trust security. The company was bootstrapped for over a decade, plateauing at a few million in ARR before investors brought in Denny LeCompte as CEO four years ago. Since then, Portnox has grown 8x. But this episode isn't about that growth story. Denny, a former cognitive scientist and professor who taught psychometrics, uses his scientific background to systematically dismantle Net Promoter Score—explaining why it's methodologically flawed, how it misleads organizations, and which metrics actually correlate with business performance. This is a contrarian take grounded in measurement science, not marketing opinion. Topics Discussed: The fundamental psychometric flaws in NPS: why single-item questionnaires are unreliable and why throwing out 7s and 8s violates basic statistical principles How NPS scores fluctuate based on survey UI presentation independent of actual customer sentiment Why NPS creates incentive structures that encourage gaming rather than improving customer outcomes The case for gross revenue retention and net revenue retention as the only ungameable metrics that matter How measuring human behavior changes that behavior (the Heisenberg principle applied to business metrics) Why investors care about retention rates above 90% but don't ask about NPS scores GTM Lessons For B2B Founders: Single-item questionnaires violate measurement principles: Denny's background in psychometrics immediately flagged NPS as unreliable. One-item measures lack the redundancy needed for reliability, and the methodology of throwing out middle responses (7s and 8s) then subtracting detractors from promoters is statistically nonsensical. At a previous company with thousands of data points, he observed NPS scores drop and rise based solely on how the survey rendered on the page—no business changes, just UI differences. When presentation affects your metric independent of the underlying construct, your instrument is broken. Founders with technical backgrounds should trust their instincts when measurement methodology feels scientifically unsound. Compensation drives behavior more than metric accuracy: Portnox structures customer success compensation as 50% gross revenue retention and 50% net revenue retention. These are determined by finance and can't be manipulated. Denny had to rein in his CS team when they became overly focused on time-to-value because any number you give a team becomes their obsession. With NPS, teams game survey timing, cherry-pick recipients, and optimize for score rather than outcome. This is the Heisenberg principle applied to business: measuring changes the behavior. Choose metrics where gaming the number aligns with improving actual business outcomes. Investors evaluate retention rates, not satisfaction surveys: When Denny presents gross retention above 90%, investors don't ask about NPS. Renewal behavior reveals actual satisfaction—customers voting with budget rather than survey responses. The test for any metric: "What are we doing differently if this number is up versus down?" If it doesn't drive distinct actions or reveal information not already visible in financials, eliminate it. NPS often becomes a number that exists because "we've always measured it," inherited from previous leadership without questioning its utility. Question inherited practices ruthlessly: NPS gained adoption through Harvard Business Review credibility in 2003 and consulting firms building practices around it. The promise of "one number you need" appeals to executives wanting simple solutions. But herd behavior—"everyone else measures it"—perpetuates bad methodology. Denny's advice to founders stuck with NPS: give your team something else to focus on (gross retention is straightforward: don't let customers churn), then stop doing it. Sometimes you need to point to external validation to break internal momentum. The question isn't whether NPS correlates somewhat with growth—it's whether better alternatives exist that can't be gamed. // Sponsors: Front Lines — We help B2B tech companies launch, manage, and grow podcasts that drive demand, awareness, and thought leadership. www.FrontLines.io The Global Talent Co. — We help tech startups find, vet, hire, pay, and retain amazing marketing talent that costs 50-70% less than the US & Europe. www.GlobalTalent.co // Don't Miss: New Podcast Series — How I Hire Senior GTM leaders share the tactical hiring frameworks they use to build winning revenue teams. Hosted by Andy Mowat, who scaled 4 unicorns from $10M to $100M+ ARR and launched Whispered to help executives find their next role. Subscribe here: https://open.spotify.com/show/53yCHlPLSMFimtv0riPyM

Modern founders spend years building toward a hopeful exit or liquidity event. Almost no one talks about what comes after the acquisition.In this episode, Nico Johnson sits down with Andy Klump, founder of Clean Energy Associates (CEA), for a thoughtful conversation about leadership after transition. After fifteen years growing CEA and completing a multi-year earn-out, Andy is in a rare season of pause — stepping back from the CEO seat and reflecting on what actually mattered.Rather than revisiting the early days, Andy shares lessons from leading through change, protecting culture during uncertainty, and recalibrating his identity once the nonstop pace slowed. They discuss why communication cadence matters more than vision statements, how internal Net Promoter Score became a tool for listening, and what founders often underestimate about earn-outs and transitions.This episode is for founders and operators who are scaling fast — or quietly wondering what comes next.Press play. You don't hear conversations like this very often.Are there other technologies you've scouted on the frontlines of the Clean Energy Revolution that you think we should be covering here on SunCast? Hit us up - team@suncast.me with your feedback & recommendations.Check out OpenSolar OS 3.0 at: https://suncast.media/opensolarIf you want to connect with today's guest, you'll find links to their contact info in the show notes on the blog at https://suncast.media/episodes/.Our Platinum Presenting Sponsor for SunCast is CPS America!You can learn more about all the sponsors who help make this show free for you at www.suncast.media/sponsors.Remember, you can always find resources, learn more about today's guest and explore recommendations, book links, and more than 875 other founder stories and startup advice at www.suncast.media.Subscribe to Valence, our weekly LinkedIn Newsletter, and learn the elements of compelling storytelling: https://www.linkedin.com/newsletters/valence-content-that-connects-7145928995363049472/You can connect with me, Nico Johnson, on:Twitter - https://www.twitter.com/nicomeoLinkedIn - https://www.linkedin.com/in/nickalus

In this episode, we covered: 1) Pete's 4-part framework for modern leadershipPete lays out what he sees as “endemic” to great leadership today:Master cash flow (because nothing survives without it)Know whether you're a visionary or an integrator (and don't pretend you're both)Be the master motivator (the era of fear-based leadership is over)Own the culture (and use story as one of your most powerful tools to shape it) 2) Storytelling as culture-engineeringWe dig into why stories are more than “nice to have.” Stories become the myths that create the mythology of a company—how values become behavior at scale. And if you want to influence culture, yesterday was easier than today. 3) The next AI infrastructure shift: from training to inferencingPete breaks down the difference between:Training LLMs (building the model)Inferencing (asking the model questions in real time—what most people experience as “prompting”)Then he takes it further: the next wave isn't human inferencing—it's machine inferencing. Robots, cars, devices, sensors… constantly asking “what do I do next?” at massive scale. 4) Why “edge” data centers are coming backPete predicts we'll move away from only massive, centralized “mega” campuses toward distributed, high-performance data centers near the edge—“in every town,” similar to telecom “points of presence” in the 1990s. That's the strategic thesis behind Gray Wolf Data Centers.   5) The modern mystic: mind, body, and the inner gamePete shares a candid chapter of his own life—anxiety, therapy, CBT, and a pivotal lesson: don't make the events you can't control your “problems.” He connects this to resilience through sleep, health practices, and the belief that we can reshape the mind through neuroplasticity—and even how he sees us as “quantum beings,” responsible for how we observe and choose our reality. 6) A hopeful thesis: “good AI” vs “bad AI” + post-scarcityWe touch the fear many people carry (yes, I mention growing up in the Terminator era), but Pete offers a provocative counter: the way we beat bad AI is with good AI—models designed around human flourishing and shared broadly as a public service. He believes we're headed through disruption toward post-scarcity, and that our descendants will wonder why we didn't support each other sooner. 7) The closing leadership message: “we are all one”Pete's final note is the one that matters most to me: we're all connected—and we're here for each other. In my book, that's not just a spiritual idea; it's a leadership standard. ----- Resources Mentioned:Pete's company: Gray Wolf Data CentersPete's book: Living in Bliss: Achieve a Balanced Existence of Body, Mind and SpiritPete's site: PeteSacco.com (signed copies + meditation materials)Dr. David Burns: The Feel Good HandbookDan Sullivan: Who Not How (and other referenced works)Peter Diamandis: longevity reference ----- If you want to apply this immediately:Ask yourself: Am I the visionary or the integrator here? (And who do I need as my counterbalance?)  Choose one cultural value you care about—and tell a story that proves it.  If AI is making you anxious, zoom out: are you preparing for the training era, or the inferencing era?  ----- https://petesacco.comPete Sacco is a visionary entrepreneur, technologist, and modern-day mystic who blends conscious leadership with breakthrough innovation. As the founder of multiple ventures—including PTS Data Center Solutions, INTUVA, GRID7, InstaGuardIP, and Gray Wolf Data Centers—Pete has led transformative initiatives across AI, energy, blockchain, and digital infrastructure. His journey from electrical engineer to spiritual author and advisor reflects a rare fusion of high performance and inner awakening. Pete is the author of Living in Bliss: Achieve a Balanced Existence of Body, Mind, and Spirit, a guide for high achievers seeking fulfillment beyond success. A finalist for Ernst & Young's Entrepreneur of the Year, Pete holds a B.S. in Electrical Engineering from Fairleigh Dickinson University, and serves on the advisory board of its School of Computer Sciences and Engineering. Based in New Jersey, he helps purpose-driven professionals unlock clarity, vitality, and purpose—one system, one person, and one moment at a time.  --------John Bates provides 1:1 Executive Communications Coaching, both in-person and online. He also gets 92+ Net Promoter Scores for his large and small group leadership development trainings at organizations like Johnson & Johnson, NASA, Google, Intuit, Boston Scientific, and many more. Find more at https://executivespeakingsuccess.com.Sign up for his weekly micro-trainings for free at https://johnbates.com/mini-trainings and create a great leadership communications habit that makes you the kind of leader who inspires trust, loyalty, and connection.

In this engaging episode of MSP Business School, host Brian Doyle takes listeners through a comprehensive exploration of Technology Business Reviews (TBRs) and their evolving role in the MSP industry. TBRs have shifted from data-heavy presentations to become more strategic and client-focused, addressing clients' growing needs around cybersecurity, compliance, and risk management. Brian Doyle delves into a structured approach to Quarterly Business Reviews (QBRs), breaking down the process into four distinct phases. Each phase targets specific aspects of technology management—from setting a solid foundation in Q1 to addressing security and risk in Q2, examining health and assets in Q3, and culminating in a year-end summary. By consistently updating scorecards, roadmaps, and strategic plans, MSPs can provide clients with a clearer view of progress and maintain transparency and trust in their business relationships. Key Takeaways: Brian Doyle emphasizes the need for MSPs to transition TBRs from sales meetings to strategic planning sessions to better engage clients. Implementing a quarterly QBR cadence helps in systematically addressing security risks, assets, and compliance, ensuring consistent client engagement. The joint strategic plan is crucial for aligning technology goals with business objectives, providing clarity on project impacts and fostering better decision-making. Regular feedback loops, such as CSAT and Net Promoter Score surveys, are vital for maintaining strong relationships with key stakeholders in client organizations. Documenting risk assessments and client decisions is essential for liability protection and demonstrating value in MSP services.   Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this episode, Dave Hoekstra of Calabrio sits down with Jinesh Nair, Head of Service Planning & Performance at Hargreaves Lansdown, to discuss how one of the UK's leading financial services organizations transformed its approach to workforce planning.Jinesh shares how a 350-agent operation spanning 25 departments tackled declining schedule adherence, 43% shrinkage, and highly manual real-time management by building a service planning function from the ground up. With Calabrio at the center, the team introduced greater agent autonomy, meaningful adherence and performance KPIs, and a data-driven real-time approach that shifted planners from manual adjustments to proactive insights.The results speak for themselves: schedule adherence increased from 82% to 91%, multiskilling became a strategic advantage, and the contact center evolved into a more resilient, connected part of the organization.The conversation explores why investing in the right people and processes matters more than tools alone, and why Net Promoter Score remains the ultimate pulse of the organization, reflecting customer experience, brand, and revenue in a single metric.

Key Takeaways from this EpisodeYour digital presence is portable. You may not stay at one company for 30 years, but your platform goes with you — and it compounds over time.Social is a “rented” platform (this is a brilliant point!). Think owned, earned, paid — and rented. Algorithms change, and you don't control the land you're building on.Brands are losing lift; leaders are gaining it. At Qualcomm, Jess saw corporate campaigns decline while executive voices gained traction — because people want a human point of view.LinkedIn is no longer just a resume. Jess shares why it's become a writing platform and an editorial home for experts — not just job seekers.Pick 3–4 narrative themes and repeat them. The strongest executive brands aren't random — they're built on an editorial strategy that consistently returns to a few clear territories.Your voice matters (especially now). Many leaders think they have “nothing to say,” but your experience and point of view are valuable — and the world needs more constructive voices. Addressing Relevant IssuesAlgorithmic amplification and polarization: We discuss how feeds shifted away from chronological and toward “what keeps you engaged,” fueling echo chambers and intensity.The ethical wake-up call of social media: Jess describes the internal pivot moment — realizing the space had become toxic in corners, and questioning how to use her skills more constructively.Mental health and unintended consequences: I reference a stark data point Jess brings up — a 65% increase in the suicide rate for high school girls from 2010 to 2019 — and we talk about responsibility and systems.AI and the rising importance of trust: In an AI-dominated age, credibility, warmth, and real human presence become competitive advantages, not “nice-to-haves.” Next StepsGet Jess's free LinkedIn Audit: Jess offered to review both your profile and your editorial strategy and give actionable next steps. Mention you heard her on Live Like a Leader.Define your 3–4 “narrative pillars.” Decide what you want to be known for — and build content around those themes consistently.Publish what you already say internally. Turn your best internal leadership messages into public leadership content — and let it travel. Learn more about Copilot Communications: https://copilotcommunications.com/Connect with Jess Jensen on LinkedIn: https://us.linkedin.com/in/jessicakjensen ----- Jess Jensen is the founder of Co-pilot Communications, a Portland-based advisory helping bold executives sound like themselves online—clear, confident, and human.After 20 years inside Fortune 100 companies like Microsoft, Qualcomm, Nestlé, and Adidas, Jess left corporate life to help leaders stop playing small and start showing up online as their full selves—story-rich, imperfect, and unapologetically human.  Through sharp messaging, editorial strategy, and smart use of platforms like LinkedIn and podcasting, she helps clients build a digital presence that earns trust, inspires action, and sounds like them. --------John Bates provides 1:1 Executive Communications Coaching, both in-person and online. He also gets 92+ Net Promoter Scores for his large and small group leadership development trainings at organizations like Johnson & Johnson, NASA, Google, Intuit, Boston Scientific, and many more. Find more at https://executivespeakingsuccess.com.Sign up for his weekly micro-trainings for free at https://johnbates.com/mini-trainings and create a great leadership communications habit that makes you the kind of leader who inspires trust, loyalty, and connection.

Attend the 2026 Summit Conference: https://get.biggerpockets.com/passivepocketssummit2026/ It's our “2026 State of PassivePockets.” Chris Lopez (now lead host, alongside co-hosts Jim Pfeifer and Paul Shannon) shares highlights from the 2025 member survey (96% accredited; 91% already LPs), explains why our Net Promoter Score jumped from -4 (2024) to 44 (2025), and unveils three big initiatives for 2026: (1) community-driven resources that go deep on due diligence—starting with debt funds; (2) using the community's pooled volume to negotiate better investor terms; and (3) doubling down on what's working—Sponsor Ratings & Reviews, LP Deal Reviews, the podcast, and a more active private forum. You'll also hear what members fear most (losing capital), what they want most (steady cash flow), and which asset classes they're targeting (multifamily and debt tied for #1). Key Takeaways Who we are: 96% accredited; 91% already in syndications/funds NPS turnaround: from -4 ('24) ➜ 44 ('25); top positives—education, trust, community Biggest pain points: pricing clarity, forum engagement, and site navigation- on our roadmap What members fear most: capital loss (72%); what they want most: steady cash flow (~30%) 2026 focus #1: Debt investing: series of pods, forums, expert panels, and a living DD checklist 2026 focus #2: Better terms: leverage pooled community capital for lower mins / improved share classes 2026 focus #3: Do more of what works: more Sponsor Ratings & Reviews + LP Deal Reviews + member spotlights Asset allocation pulse: multifamily & debt tied for top interest; industrial, MHP, self-storage next Host update: Chris Lopez assumes lead-host role; Jim passes the torch and remains co-host with Paul Get involved: post sponsor reviews, join the forum threads, and help shape the checklists we'll all use Disclaimer The content of this podcast is for informational purposes only. All host and participant opinions are their own. Investment in any asset, real estate included, involves risk, so use your best judgment and consult qualified advisors before investing. You should only risk capital you can afford to lose. Past performance is not indicative of future results. This podcast may contain paid advertisements or other promotional materials for real estate investment advisers, investment funds, and investment opportunities, which should not be interpreted as a recommendation, endorsement, or testimonial by PassivePockets, LLC or any of its affiliates. Viewers must conduct their own due diligence and consider their own financial situations before engaging with any advertised offerings, products, or services. PassivePockets, LLC disclaims all liability for direct, indirect, consequential, or other damages arising out of reliance on information and advertisements presented in this podcast.

In this episode of Live Like a Leader, I sit down with organizational development expert Gil Crosby (https://www.crosbyod.com/) to explore timeless principles for change, leadership, and frontline empowerment. Learn why most “programs” fail, how to balance authority with freedom, and how leaders can unlock performance by listening to the people closest to the work.Gil Crosby has been an Organization Development Professional since 1984. He applies the Social Science of Kurt Lewin to help organizations navigate change and improve performance, as the same principles apply in both business and society. He is also a Professor at the Leadership Institute of Seattle, and he has just published his 7th book, Leadership and the Front-Line Workforce, for anyone in an organization. Here's what we get into: Kurt Lewin's social science—and why it still worksGil explains Lewin's core insight: when people who live with the problem talk it through together, design solutions that make sense to them, and test them, change actually sticks. Whether it's improving productivity in a plant or reducing violence in a community, people implement what they help shape. Why “forcing best practices” often failsWe talk about how organizations take something like Lean or the Toyota Production System and try to copy-paste it—usually by forcing compliance. Gil highlights what gets left out: at Toyota, when a worker stops the line, the supervisor's first response is “Thank you.” That level of respect and engagement is the point—and when it's missing, the system becomes just another top-down “program of the month.” A perfect frontline story: the Channel Locks lessonGil tells an incredible example from a manufacturing plant: management tried to reduce theft by making workers check out channel locks (basic tools used constantly), which slowed production every time someone needed one. When we asked the obvious question—what does downtime cost compared to a $15 tool?—The plant manager immediately changed course: “Tomorrow, we're putting channel locks everywhere.”And the best part? Once workers saw leadership was actually listening, they didn't steal them. Trust went up, friction went down, and productivity improved. Empowerment isn't “nice”—it's operationalI share why bad customer service drives me crazy (including what I've seen in Slovakia), and the pattern underneath it: people on the front line aren't empowered to make decisions. If the people closest to the work can't act, everything bottlenecks—and leadership often doesn't even know what's broken. Battlefield leadership and “commander's intent.”We connect this to military lessons: when leaders hoard information and control, people suffer. When teams understand the goal and the intent, they can make smarter decisions in real time. That's true in combat, and it's true in business. Democracy vs. autocracy—at work and in societyGil shares Lewin's conclusion that hit me hard: every generation has to learn how to be effective democratic citizens, because democracy isn't self-sustaining. The same is true inside organizations: if people aren't taught how to think, participate, and take ownership, you'll get passivity… or rebellion. The leadership sweet spot: structure + freedomOne of my favorite parts: Gil breaks leadership down as a balance of structure and freedom.People need clarity, information, accountability, and guidance.They also need autonomy and space to think.Too much control creates compliance-without-commitment. Too little structure turns into leaderless chaos. Meetings, fear, and why delegation is so hardWe talk about why leaders struggle to delegate well: endless meetings, unclear authority structures, and fear—fear of upsetting someone, fear of saying no, fear of authority (often rooted way earlier than work). I share a line I coach leaders to use when they're overloaded: “I'd be happy to do that. I'm maxed out—what would you like me to deprioritize so I can take this on?” Gil's low moment, and a leadership lessonGil opens up about the Great Recession: no safety net, consulting work dried up, and he drove a taxi to survive. His takeaway is powerful: do your best, no matter the role. And don't get cocky when money is flowing, because it can stop.MY BIGGEST TAKEAWAYIf you want performance, stop trying to “roll out” solutions to people. Build solutions with them. The front line sees what leadership can't—and when you treat them like owners instead of obstacles, everything improves: morale, execution, and results. --------John Bates provides 1:1 Executive Communications Coaching, both in-person and online. He also gets 92+ Net Promoter Scores for his large and small group leadership development trainings at organizations like Johnson & Johnson, NASA, Google, Intuit, Boston Scientific, and many more. Find more at https://executivespeakingsuccess.com.Sign up for his weekly micro-trainings for free at https://johnbates.com/mini-trainings and create a great leadership communications habit that makes you the kind of leader who inspires trust, loyalty, and connection.

In this episode, Sarah Eustis, CEO of Main Street Hospitality, explains how the company earned an employee Net Promoter Score of 78 in an industry known for hiring and retention challenges. She breaks down the specific leadership behaviors, hiring philosophy, and feedback systems that shape engagement long before someone's first day. The conversation focuses on interviewing for emotional intelligence, using 360-degree input, and treating development and feedback as daily operating disciplines. Hospitality leaders will take away a clear view of what high employee satisfaction requires and why it directly impacts guest experience and financial performance.See our previous conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

As empresas estão utilizando o NPS de forma equivocada, e quem disse isso foi o próprio criador da metodologia Net Promoter Score, Fred Reichheld.Em uma de suas aulas mundo a fora, Fred Reichheld afirmou que prefere que menos empresas utilizem o NPS, desde que isso signifique que ele seja usado corretamente com mais frequência. O criador do método ressalta que muitas empresas fazem mau uso e abusam do NPS. Em vez de perseguir apenas uma nota de Net Promoter Score, Fred sugere que mais empresas se concentrem em gerar crescimento por meio de indicações.O Prof. Dr. Fernando Coelho, autor do Livro Gestão de Vendas e Experiência do cliente, e diretor do Instituto Experiência do Cliente, fala mais sobre este tema!Dá o play e confere!

Host Anusha welcomes Aaisha Hamid, VP of Belonging & Engagement at Alliant Insurance Services, for a clear, practical tour of belonging science. Aaisha defines belonging as the fit between a person and a setting—and explains why simple survey questions miss the mark. She maps seven core dimensions (from psychological safety and authenticity to recognition, wellness, and professional investment) and shares how precise measurement links belonging to outcomes like productivity and the employee Net Promoter Score over the long term. Drawing on her own journey—from feeling she had to “shrink” in meetings to finding respect and voice at Alliant—Aaisha shows how manager behavior is the hinge that turns strategy into culture. The pair dig into courage as a leadership necessity (interrupting exclusion in the moment), and agency & trust as antidotes to micromanagement, with practical ways to delegate, cross-train, and de-risk mistakes. Aaisha also spotlights the Alliant Insurance Foundation's work creating pathways into the industry. A crisp, research-backed blueprint for leaders ready to operationalize inclusion.Thank you to Alliant for sponsoring this podcast. Want to be considered for the podcast? Send an email to ashton@ellevatenetwork.com with your topic focus and a short bio.To learn more about Ellevate Network and how we're building a community that supports women+ at every stage of their careers, visit ellevatenetwork.com or reach out to info@ellevatenetwork.com.

We dive into:Why your beingness is the brand—and how to access itThe quiet resistance most leaders carry that keeps them from full expressionHer philosophy on “branding from the inside out”How she helps clients identify and speak from their core essence, not just what they doThe real story of how she and I met—and why she decided I needed a podcastThis conversation goes far beyond brand strategy. It's about being brave enough to be fully seen and fully yourself. Jenna doesn't just build brands—she calls people home to who they are.If you're ready to stop performing and start resonating, this is an episode you don't want to miss. ----- Jenna Flanagan is an award-winning broadcast journalist, host, and producer whose work bridges public media, local accountability reporting, and smart, accessible conversations about civic life. She has reported and hosted for WNET's MetroFocus, bringing audiences across the New York region in-depth coverage of policy, culture, and community voices. She has also been a field reporter responsible for covering how policy presented in the New York State legislature impacts constituents across the state for WMHT's government and public-affairs program New York NOW.Jenna began her career at New York's 1010 WINS, rising from production assistant to assistant editor in a fast-paced newsroom. She then went on to WBGO in Newark as a general-assignment reporter before spending six and a half years at WNYC's All Things Considered as a writer, reporter, and producer. Her work has also aired nationally on NPR.Her recent projects include co-creating and co-hosting the podcast Laid Off and Looking, a candid series that examines how news is made, who shapes it, and what's at stake for democracy as the media industry restructures. She has also hosted the award-winning podcast series, After Broad and Market, revisiting the 2003 murder of Sakia Gunn to explore the power and limits of local journalism.A Hudson Valley native who grew up in New Paltz, Jenna studied communications and journalism at Seton Hall University. She continues to champion localism and public-interest reporting across platforms, appearing on radio, television, and digital outlets to elevate stories that inform, challenge, and connect communities. Laid Off and Looking Podcast: https://www.youtube.com/@LaidOffandLookingPodcastIn the Margins with Jenna Flanagan Substack: https://jflanagan.substack.com/Jenna Flanagan on TikTok: https://www.tiktok.com/@jflannys?lang=en --------John Bates provides 1:1 Executive Communications Coaching, both in-person and online. He also gets 92+ Net Promoter Scores for his large and small group leadership development trainings at organizations like Johnson & Johnson, NASA, Google, Intuit, Boston Scientific, and many more. Find more at https://executivespeakingsuccess.com.Sign up for his weekly micro-trainings for free at https://johnbates.com/mini-trainings and create a great leadership communications habit that makes you the kind of leader who inspires trust, loyalty, and connection.

How to Turn Patients into Raving Fans (and Referral Machines) In this episode of the PT Entrepreneur Podcast, Doc Danny breaks down why most clinics are stuck in "purgatory" with word of mouth and what separates average clinics from the ones patients can't stop talking about. Using a great chicken joint and a mediocre Italian restaurant as examples, he shows you how clients really think about your business and what has to change if you want more organic referrals in 2026. In This Episode, You'll Learn: Why saving clinician time with an AI scribe like Claire can quietly add $30,000 in revenue per staff PT per year The two levers that drive referrals in any service business: outcomes and experience How a chain "hot chicken" spot crushed a local restaurant on basic execution Why "pretty good" is the most dangerous place for your clinic to live What a 9–10 Net Promoter Score really looks like inside a cash practice How your space, punctuality, and communication shape patient trust Why referrals jumped when Danny moved from a subleased gym corner to a standalone space A simple way to mystery shop your own clinic and see what patients see Claire: Freeing Up Time and Unlocking Revenue Danny opens by talking about Claire, the AI scribe built for cash-based clinics. On average, Claire is saving staff clinicians six hours a week on documentation. Even if you only recapture half of that time for patient care, that is three extra one-hour visits per clinician per week. 3 extra visits per week at $200 per visit = $600 per week Roughly $30,000 in additional annual revenue per staff clinician And it all comes from taking notes off their plate and putting that time back into patient care. Try Claire free for 7 days: https://meetclaire.ai Two Restaurants, Two Very Different Referral Stories Danny shares a simple contrast to frame how referrals really work. On the same day, he took his son to Dave's Hot Chicken and later that night took his family to a new Italian restaurant near their house. Dave's Hot Chicken: Friendly staff, simple "honey hack" suggestion, clean space, food that exceeded expectations. He would happily tell people to go there. Local Italian restaurant: No clear host, missing reservation, clunky service, average food at a higher price point. He will not badmouth them, but he is not going to recommend them either. That is exactly how patients think about your clinic. They are either excited to send people, quietly neutral, or actively warning people away. Net Promoter Score and Your Clinic Danny ties this into Net Promoter Score (NPS), a simple question that predicts referrals. "On a scale of 0 to 10, how likely are you to refer a friend or family member to this clinic?" 9–10 = promoters who actively tell people about you 0–6 = detractors who may talk negatively 7–8 = passives who are neutral and mostly silent Most clinics live in the 6–8 range. Not good enough to be talked about. Not bad enough to be trashed. That is business purgatory. The Two Levers: Outcomes and Experience For a cash-based clinic, your referrals come from two places. Outcomes: Are you actually better than the average in-network option? Do people get results faster and more completely? Experience: What is it like to work with you? Space, punctuality, communication, how you follow up, how individualized things feel. If your space is a noisy gym corner or a rough sublease, you have to make up for that with flawless communication, punctuality, and outcomes. When you eventually level up into a standalone space, the experience finally matches the quality of your care. Danny saw that firsthand when his clinic moved from a subleased gym space to a standalone location. Referrals jumped. Patients openly said they were now more comfortable sending friends and family because the space matched the price and reputation. Are You "Just Okay"? Danny challenges clinic owners to be honest about where they sit. Are you truly a 9 or 10 out of 10 on outcomes and experience? Or are you a 6–8 where people say you are fine but do not talk about you proactively? He suggests a simple exercise. Have a friend or family member your staff does not recognize come through as a "mystery shopper" patient. Let them go through your entire process and give you brutally honest feedback about what felt confusing, clunky, or underwhelming. Getting Obsessive About Excellence Clinics that become referral machines look different on the inside. They: Obsess over outcomes and ongoing clinical improvement Obsess over small details in the patient journey, from first inquiry to discharge Answer quickly, follow up clearly, and stay ahead of patient questions Fix small frictions in their space and processes every month When you get this right, you build a stable referral base that cushions you from algorithm changes, ad costs, and platform shifts. You still might use marketing, but you are not desperate for it. Want a Clear Path to Go Full Time? If you are still in the early stages of leaving a job and going all in on your own cash-based practice, PT Biz runs a free Part Time to Full Time 5-Day Challenge that walks you through: Exactly how much income you need to replace How many patients you need to see and at what average visit rate Three different strategies to go from part time to full time The basic sales and marketing systems you need in place A simple one-page business plan so you can take action Join the free challenge: https://physicaltherapybiz.com/challenge

In this episode, we cover:✅ How Jeremiah went from bootstrapping websites during the dot-com boom to building a global cybersecurity business.✅ Why most cybercrime isn't about “hacking systems,” it's about hacking humans.✅ The emotional tricks scammers use, and how to spot them before you get duped.✅ Real-world stories of cybercrime that cost companies hundreds of thousands of dollars in seconds.✅ The single most important (and shockingly simple) thing you can do to protect yourself today. Jeremiah also shares powerful insights from his keynote, Confessions of a Hacker, including why it's often too late once the money is gone, and how you can take smart, preventative action without expensive software or technical know-how. 

Viatel Technology Group has achieved Cisco Premier Provider Status, marking another significant milestone in its partnership with Cisco. Following a rigorous audit process, Viatel also achieved Cisco Powered Service designations in Meraki Security & SD-WAN and Meraki Access. Cisco Powered Services is an elite designation for partners that have demonstrated their expertise in delivering outcomes built on Cisco technologies. To be designated as Cisco Powered, services must be organised into a structured portfolio with the requisite personnel, certifications, and technology to guarantee the highest level of quality and expertise. This achievement follows Viatel's success in securing three other key Cisco specialisations earlier this year: Customer Experience Specialisation, Cisco Select Integrator, and Environmental Sustainability Specialisation. Sheila Greaney, Cisco Partner Account Manager, commented: "Viatel's attainment of Premier Provider Status reflects their unwavering commitment to delivering best-in-class solutions. The audit highlighted a knowledgeable and professional team that demonstrated excellent teamwork. From their comprehensive onboarding and detailed ticketing system to their vibrant marketing, Viatel's dedication to the customer experience is evident. With a customer first ethos and an exceptional Net Promoter Score, Viatel is setting the benchmark for excellence in the Irish market." Eilish O'Connor, CTO, Viatel Technology Group, added: "Achieving Premier Provider Status is the latest chapter in our Cisco success story. Viatel has been a pioneer in the field of Cisco SD-WAN networking, deploying hundreds of sites across nationally and internationally. Our team of certified Meraki specialists delivers a fully managed service that allows organisations to maintain secure, high-performance connectivity while they concentrate on their core business." See more stories here. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a line at Info@IrishTechNews.ie now to find out more about how we can help you reach our audience. You can also find and follow us on Twitter, LinkedIn, Facebook, Instagram, TikTok and Snapchat.

In this episode with Thom Shea, we cover:What makes someone truly “unbreakable”How to survive the worst day of your life, and what happens if you don't give upWhy “just doing the basics” is often the most advanced move you can makeHis life-saving experience during a firefight in Afghanistan that earned him the Silver StarThe Rule of Three; how simplifying complexity transforms business, health, and leadershipWhether you're leading a team or leading your own life, Thom shares insights that will challenge and empower you to show up—again and again—no matter what.

We get into interesting topics like:Why communicating with human beings isn't logical—it's biologicalWhat Navy SEALs, elite surgeons, and business leaders all get wrong about stress and recoveryThe surprising ways trauma shows up in leadership, relationships, and performanceAnd the decisive importance of celebration in reprogramming the nervous systemWhether you're a high-performing executive or just someone looking to be free of your invisible walls, Tara's insight is not to be missed.

In this episode of The Broker Link, Mike Papuc, National Health Sales Director at The Brokerage Inc., sits down with Breck Garrett, Texas Leader for Oscar, to explore the company's rapid growth and forward-thinking strategy in the ACA marketplace. Oscar has surged past 2 million members and is preparing to expand into 20 states by 2026, including new markets like Alabama and Mississippi. Breck shares how Oscar is differentiating itself by designing personalized plans tailored to specific health needs — including solutions for diabetics, menopausal women, and other unique member populations. The conversation also highlights Oscar's new AI-powered member support platform, Oswell, built to deliver faster answers, smarter navigation, and a more intuitive experience for members. With a Net Promoter Score in the low 60s, Oscar continues to lead the way in member satisfaction. Agents will also appreciate Oscar's enhanced broker portal, offering real-time performance tracking and actionable insights to help partners grow and support their clients more effectively. This episode is a must-listen for agents looking to stay ahead of ACA trends and understand where the market is headed. Learn more about partnering with The Brokerage Inc. by visiting our website, www.thebrokerageinc.com. Remember to like, share, and subscribe to our show!  New episodes are available every Tuesday. Join our Community! LinkedIn: https://www.linkedin.com/company/the-brokerage-inc-/   Facebook:  https://www.facebook.com/thebrokerageinc/  Instagram:  https://www.instagram.com/thebrokerageinc/  YouTube:  https://www.youtube.com/@TheBrokerageIncTexas  Website:  https://thebrokerageinc.com/ 

In our conversation, we explore:What it was like to fly the legendary F-4 Phantom into combat.The moment his jet exploded — and the life-altering seconds that followed.What helped him survive nearly six years as a POW.The power of faith, friendship, and camaraderie under unthinkable conditions.One of the lowest moments of his time in captivity, and the lesson we can all learn from it. Why honor isn't just a virtue — it's also a strategy for long-term success.And how we can all bounce back from setbacks with resilience and grace.We also discuss Lee's latest and most heart-expanding book, Captured by Love: Inspiring True Romance Stories from Vietnam POWs, a best-seller that reveals powerful stories of real love forged in the fires of war and captivity.

Send us a textIn this episode of Navigating the Customer Experience, we sit down with Evan Siegel, Vice President of AI at eGain, where he leads the development of next-generation AI-powered conversational guidance. With a rich background that includes 16 years at Wells Fargo leading customer experience and contact center innovation, Evan brings deep insight into how technology can drive better service outcomes without losing the human touch.Evan's career journey began in entrepreneurship — running a successful residential painting business that grew to 300 employees before he sold it and pursued an MBA at Stanford. His experience at Wells Fargo honed his expertise in solving large-scale customer pain points and improving first-contact resolution in massive contact centers. Those experiences led him to eGain, a company dedicated to providing “the right answer to the right person at the right time, in the right channel.”Evan explains that eGain's AI-powered knowledge management platform helps companies clean, update, and centralize information so agents can quickly find accurate answers. This not only improves customer satisfaction but also transforms efficiency—some clients have seen up to 37% improvement in first-contact resolution, a 30-point rise in Net Promoter Score, and 50% reduction in training time. For instance, eGain supports the U.S. Veterans Administration, the country's largest healthcare provider, to deliver consistent, fast, and empathetic service across millions of interactions.A key theme in the discussion is balancing technology and empathy. Evan emphasizes that AI doesn't replace human connection—it enhances it by freeing up employees' mental space to focus on emotional intelligence and rapport-building. By handling the “how” of issue resolution, AI lets people focus on the “who.”He also shares how eGain builds knowledge bases for each company by analyzing customer inquiries, extracting top issues using AI, and rewriting existing materials to align with best practices for clarity and accessibility. This process—once lengthy and manual—can now be done in days or weeks.When asked about tools he can't live without, Evan points to AI assistants like ChatGPT, Claude, and Perplexity, which he uses daily as brainstorming and writing partners. His motto: “AI won't replace me, but someone who knows how to use AI better than me will.”Evan also discusses two books that shaped him: How to Win Friends and Influence People by Dale Carnegie, which taught him the power of genuine curiosity in relationships, and William Manchester's three-part biography of Winston Churchill, which inspired lessons in conviction, communication, and strategic thinking.Today, what excites Evan most is collaborative leadership—bringing teams together to brainstorm, check egos at the door, and make the best collective decisions. His guiding philosophy: “I don't need to be the smartest person in the room. I need to make the best decision coming out of the room.”He closes with another favorite quote: “You miss every shot you don't take.” For Evan, this embodies the spirit of innovation at eGain—experiment fast, learn fast, and keep improving.Listeners can connect with Evan on LinkedIn or email him at esiegel@egain.com to learn more about eGain's new AI self-service agent for small businesses, featuring reasoning capabilities, a free trial, and no-contract flexibility.Follow us on X @navigatingcx, and join our Navigating the Customer Experience Facebook community for more insights and resources.

In this episode of Grow a Small Business, host Troy Trewin interviews Dmitriy Peregudov, founder of Gift Baskets Overseas, shares his inspiring 28-year journey from sending flowers to loved ones in Russia to leading an $11M global gifting company with 120+ team members. He talks about building a business rooted in patience, perseverance, and people-first values. Dmitriy discusses how focusing on customer experience and team culture fueled long-term success. He also explains the role of SEO and AI in modern marketing and why brand trust matters more than ever. From overcoming fraud challenges to achieving a 64% Net Promoter Score, his story highlights sustainable growth and resilience. A must-listen for entrepreneurs who believe slow, steady, and thoughtful growth wins the race. 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 Dmitriy Peregudov, the hardest thing in growing a small business is having the patience and perseverance to push through the early, slow stages while learning things outside your comfort zone. He explains that growth often requires focusing on areas you don't enjoy, making tough decisions, and knowing when to let go and replace yourself in certain roles. Understanding every part of the business—even the ones you're not good at—is essential, because only then can you hire the right people and build a strong foundation for long-term success. What's your favorite business book that has helped you the most? Dmitriy Peregudov's favorite business books include Further, Faster by Bill Flynn, which provides clear frameworks for business growth, and Delivering Happiness by Tony Hsieh, which inspired him to build a people-first company culture. He also recommends The Five Types of Wealth by Sahil Bloom for understanding balance in life and business. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Dmitriy recommends the Harvard Business Review (HBR) Podcast for case studies and expert discussions, and Lex Fridman's Podcast for deep, thought-provoking conversations that go beyond business into leadership and innovation. He also appreciates podcasts like Built to Sell Radio for real-world entrepreneurship lessons. What tool or resource would you recommend to grow a small business? He highly recommends HubSpot, calling it a game-changer for small businesses. From marketing automation to CRM and workflow management, it helped his team streamline communication, improve sales processes, and enhance customer relationships. What advice would you give yourself on day one of starting out in business? According to Dmitriy Peregudov, the advice he would give himself on day one of starting out in business is simple yet powerful — “Just do it.” He believes that too many entrepreneurs hesitate, overthink, or wait for the perfect moment, but real growth happens only through action. Taking the first step, learning from mistakes, and adapting along the way are far more valuable than waiting for ideal conditions that may never come. 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 in business comes from patience, perseverance, and focusing on what truly matters — Dmitriy Peregudov Growth isn't always about getting bigger, it's about getting better with every challenge — Dmitriy Peregudov The best way to build a loyal customer is to fix their problem so well they never forget you — Dmitriy Peregudov  

What does it take to build a culture so strong that it powers 68 ships, 100,000 employees, and 12 million ecstatic guests each year? In this episode, Richard Fain, former CEO and current Chairman of Royal Caribbean Group, shares how he led the company's evolution from a small cruise line into a $16 billion global powerhouse by anchoring performance in purpose and people. Drawing from his new book, Delivering the WoW: Culture as a Catalyst for Lasting Success, Richard unpacks the mindset behind Royal Caribbean's growth—from defining culture as a shared North Star to prioritizing fit over fitness in hiring and leadership. He explains how the company grew leaders through cross-functional rotations, built transparency through metrics like guest satisfaction and employee Net Promoter Scores, and created alignment through a shared “culture dashboard.” Along the way, he highlights lessons from bold innovations like the VR Innovation Lab—and even a runaway blimp experiment—that shaped a culture of continuous improvement and accountability. Every CHRO who believes culture is the new competitive advantage will find in this episode the proof and the playbook for making it real.   ________________ Start your day with the world's top leaders by joining thousands of others at Great Leadership on Substack. Just enter your email: ⁠⁠https://greatleadership.substack.com/

Artificial intelligence (AI) is no longer just a buzzword in healthcare — it's becoming a real partner in how providers care for patients and improve everyday experiences. With rising patient expectations, limited resources, and mounting administrative complexity, hospitals and insurers alike are turning to AI to improve efficiency, communication, and satisfaction. In fact, Citi research estimates that roughly a quarter of all American healthcare spending goes toward administrative tasks — and intelligent automation could reduce that burden by nearly 30%, underscoring the enormous potential for AI to make care delivery smarter and more sustainable.But as adoption accelerates, one key question looms: Can AI truly make healthcare more human — or does automation risk depersonalizing care?In this episode of I Don't Care with Dr. Kevin Stevenson, guest Brett Kiley, Vice President of Healthcare Solutions at Ciklum, explores how artificial intelligence can elevate — rather than replace — the patient experience. Together, they discuss practical, high-impact applications of AI that improve outcomes for both patients and providers, while emphasizing that technology alone can't fix broken processes or disengaged teams.Key points of discussion…Fix the process first. AI only accelerates what's already working — it can't fix a bad workflow. Kiley stresses that organizations must repair operational inefficiencies before layering in intelligent automation.Predictive, proactive patient care. By modeling data from multiple sources, Ciklum helps healthcare organizations identify at-risk patients before issues arise, reducing readmissions and improving satisfaction.AI for empathy and efficiency. From ambient AI that automates clinical documentation to analytics that highlight emotional drivers of patient frustration, AI can empower providers to focus on care — not clicks.Brett Kiley is the Vice President of Healthcare Solutions at Ciklum, where he helps healthcare organizations design and scale AI-driven customer experience and operational strategies that deliver measurable ROI. With over 20 years at CVS Health, he led digital transformation and patient experience initiatives that lifted Net Promoter Scores from 24 to 76, drove $100M+ in EBIT impact, and reduced call volumes by nearly half. Known for his hands-on healthcare expertise and data-driven approach, Kiley now advises hospitals, insurers, and startups on turning complex systems into efficient, patient-centered experiences powered by AI.

In this episode, you'll hear:Why TEDx is hyper-local—and why that matters more than you think.The one mistake I made in my first TED experience (and what it taught me).Why feedback must start with self-awareness.What makes group presentations succeed—or fail—and how to avoid pitch disasters.Why listening to yourself on video is brutal but necessary (and how to make it less painful).Ruth is smart, generous, and a total TEDx pro, and this episode is packed with real talk, real tools, and real inspiration for anyone who wants to communicate at a higher level.

In this episode, we take a look at something new for Feedback Matters — a patient feedback survey from a large medical practice. At first glance, the request feels solid: it's respectful, professional, and checks many of the right boxes. The email sets expectations clearly and frames the purpose as learning “what we do well and what we can do better.” But as we walk through the actual survey, things start to break down. The process is long, redundant, and oddly impersonal — from the clunky date-of-birth validation to a request for the respondent's name at the end. The wording throughout feels clinical rather than patient-friendly, and the survey's 5-point scale (ranging from “very poor” to “very good”) is surprisingly unbalanced. And then there's the kicker: the “likelihood to recommend” question — a version of the Net Promoter Score — shoehorned into the middle of a medical visit survey, using labels that don't even fit the question. It's an eye-opening example of how even well-intentioned feedback efforts can fall short when execution doesn't match purpose — and when the survey experience itself starts to undermine the credibility of the data being collected. Want to know what we think about your feedback loop? Book a free discovery call to find out!

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Oberle Risk Strategies⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: Insurance Broker and Insurance Due Diligence Provider for Search Funds and Other Small-to-Medium-Sized Businesses⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠  *This episode is brought to you by ⁠⁠⁠B⁠⁠⁠⁠⁠⁠⁠oulay, the industry standard for Quality of Earnings, tax, and audit services, serving search fund entrepreneurs for 20+ years⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠*Rob Markey is the creator of the Net Promoter Score ("NPS"), which has grown to become the de facto metric for measuring the health, loyalty and satisfaction of a customer base. He is also a longtime Partner at Bain & Company, where he founded and leads their Global Customer Strategy practice.Rob is the co-author of The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, a New York Times and Wall Street Journal bestseller. Rob also teaches at Harvard Business School, and serves on several nonprofit and corporate boards, where he helps leaders build customer‑centric businesses.

Kijuan doesn't just talk about resilience—he embodies it. Whether you're going through a tough season or just need a reminder of how strong you really are, this episode will leave you inspired and empowered. 

Send us a textIf you've ever felt awkward saying no - to a client, a colleague, or even a friend, this episode will be a relief. I'm joined by communication specialist Colleen Kavanagh, who unpacks how to deliver a firm no without triggering defensiveness, people-pleasing, or creating more work for yourself.We dig into “can-do” language - a practical way of flipping the conversation from roadblocks to options. Instead of the reflex combo of “Unfortunately… I'm sorry… I can't… due to…”, Colleen shows how to lead with what I can do, then position the boundary with confidence. The result is less pushback, a calmer tone, and stronger trust.Colleen walks through live reframes you can use today: returning sale items, rescheduling requests, and that dreaded airline-style announcement. We also talk about when empathy is essential (and when it isn't), how to edit an email so it lands better, and why “customers” include your internal stakeholders too. Colleen shares a council case study where tightening everyday language lifted Net Promoter Score by 75% across 1,600 surveys - proof this isn't fluffy, it's commercial.If you lead a team, handle clients, work cross-functionally, or simply want to protect your time without feeling guilty, this one's for you.Key takeaways:People are more interested in what I can do than what I can't. When I lead with options and next steps, the “no” lands as professional and helpful.Ditch trigger words. “Unfortunately”, “I'm sorry” “I can't” “due to” spike emotion and invite arguments. They're habitual, not helpful.Reframe in a single move. Put the positive offer first, then the boundary: “I can offer Wednesday 8:30–10:30 or Thursday afternoon. I'm not available Wednesday midday due to a prior commitment.”Use empathy when the person needs to feel seen. Mirror back the facts and pressure points before you offer the path forward. Trust is built on reliability. If I'm starting emails with “Sorry for the delay…”, I've got a reliability opportunity. Communicate work-in-progress updates before people need to chase.Internal audiences are customers too. Clear, can-do language with colleagues improves influence and personal brand just as much as it does with clients.Connect with ColleenLinkedIn WebsiteDOWNLOAD MY CONTENT PLANNER - https://becchappell.com.au/content-planner/Instagram @bec_chappellLinkedIn – Bec Chappell If you're ready to work together, I'm ready to work with you and your team.How to work with me:1. Marketing foundations and strategy consultation 2. Marketing Coaching/ Whispering for you a marketing leader or your team who you want to develop into marketing leaders3. Book me as a speaker or advisor for your organisation4. Get me on your podcastThis podcast has been produced and edited by Snappystreet Creative

Client experience is more than good service. In this episode of the PSM Show, Damion Morris and Deirdre Booth talk with Tim Amos, CPSM and Head of Growth at Client Savvy, about how AEC firms can design and manage client experiences that create measurable business results. Tim shares his journey from in-house marketing to leading CX strategy and explains why repeat business does not always equal loyalty. He introduces practical ways to measure client sentiment, including Net Promoter Score and share of spend, and describes how firms can use feedback to inform go/no-go decisions, increase profitability, and strengthen retention. For marketers, this conversation shows how CX can open the door to leadership. Small wins such as mapping the proposal process or implementing a client feedback program can build momentum and demonstrate the connection between marketing strategy and firm performance. The discussion also highlights findings from the SMPS Foundation's research on CX in the AEC industry. Listeners will gain a clear view of how intentional client experience shapes reputation, growth, and long-term success.

In this episode of Inside Personal Growth, Jim Bramlett—business executive, author, and Vistage Chair—shares insights from his book Stop the Hassle: Simplify, Satisfy, and Succeed. Drawing from decades of entrepreneurial experience, Jim reveals how companies can move beyond competing on price and instead dominate markets by focusing on four critical buyer values: convenience, price, product experience, and trust. Listeners will learn how to: -Shift from inward-focused business strategies to true customer obsession. Apply Amazon, Apple, Netflix, and Uber's innovation mindset to any business—large or small. -Use the “Hassle Score” as a smarter alternative to Net Promoter Score to uncover what really drives customer loyalty. -Build a culture of continuous improvement that eliminates excuses for customers not to buy. -Harness AI and innovation to simplify processes, enhance customer experience, and stay competitive. Whether you're a CEO, entrepreneur, or small business owner, Jim's “No Hassle” formula provides a roadmap to scaling with confidence, attracting the right customers, and creating sustainable growth Our Guest, Jim Bramlett: ➥ Book: Stop the Hassle: Simplify, Satisfy, and Succeed ➥ Buy Now: https://amzn.eu/d/dViYOcg ➥https://www.jimbramlett.com/ ➥https://strategiestogrow.com/ ➡️LinkedIn: https://www.linkedin.com/in/jimbramlett1/ Learn more about your Inside Personal Growth host, Greg Voisen: ➥ https://gregvoisen.com ➡️Instagram: https://www.instagram.com/insidepersonalgrowth/ ➡️Facebook: https://www.facebook.com/InsidePersonalGrowth/ ➡️LinkedIn: https://www.linkedin.com/in/gregvoisen/ ➡️Twitter/ X: https://twitter.com/lvoisen/

From snapping shrimp to blue whales, from silence to soundscapes, we cover:Why diversity of opinion is vital in leadershipHow sound affects everything from productivity to healthSimple daily practices to instantly improve your listening, and be heard more clearly in returnWhat business gets wrong about audio—and how to fix itThe importance of designing your acoustic environment with intentionJulian also shares a generous offer for my listeners: a free one-week trial of his new online community, The Listening Society. Whether you're a team leader, teacher, or simply someone who wants to deepen their relationships, The Listening Society offers tools, insights, and a community that helps you grow through sound.

Every customer conversation – whether in a branch, online, or through a call center – holds the potential to either deepen loyalty or increase attrition. Yet too often, those interactions create frustration, higher costs, and lower satisfaction scores. Today's competitive advantage isn't just having data. It's knowing how to transform conversations into measurable business value. From lowering cost-to-serve to boosting Net Promoter Scores, the opportunity is clear: banks that successfully harness AI and conversation intelligence are realizing game-changing ROI, while others remain stuck in pilot projects. In this episode of Banking Transformed, I'm joined by Caleb Johnson, VP at TTEC Digital, and Chris Dolan from Cisco. Together, we'll explore how financial institutions can build the infrastructure, insights, and strategies to orchestrate seamless customer journeys and turn everyday conversations into bottom-line results. If you're looking for practical ways to move past AI hype and drive measurable CX transformation, this conversation is for you. This episode of Banking Transformed is sponsored by TTEC Digital TTEC Digital's AI Vision Workshop empowers CX and Operations leaders to unlock real business value from AI. Together, we'll define your CX and operational goals, identify challenges, and build a tailored roadmap for AI pilot projects. Powered by Cisco Webex AI and deep CX expertise, we help you move from curiosity to confidence—and deliver results. CIS: TTEC Digital + Cisco BFSI Campaign - AI Vision Workshop

Pro tip: If you can't see yourself getting up every morning for the next ten years and being excited about going to work, don't launch a startup. Ajay Prakash co-founded Rinse in 2013 to take the friction out of laundry and dry cleaning — for consumers, and for the small, family-owned businesses behind the counter. Since then, Rinse has scaled into a national brand, and Ajay has become a lecturer at Stanford Graduate Business School's Startup Garage, where he teaches frameworks for validating ideas, testing business models, and knowing when it's time to take the leap into entrepreneurship. I invited him on to share what he's learned about developing domain expertise from scratch, building trust with co-founders, and avoiding the early mistakes that can derail a promising business. RUNTIME 42:38 EPISODE BREAKDOWN (2:22) Ajay talks about two trends that led him to co-found Rinse in 2013. (4:15) Rinse co-founder James Joun was “one of my best friends from college.” (5:29) “When we started, we spent a lot of time with James' parents in the dry-cleaning store.” (6:40) Before taking the leap, founders should identify their “passion, expertise, and market opportunity.” (9:11) “As you build a company, answering the question of ‘why now' and ‘why me' is really important.” (11:19) “We signed up 11 of our friends. We picked up their clothes.” (14:17) “Every smart investor we talked to… told us we had to be on-demand.” (17:41) Early signals led Rinse to pivot from pricing per pound to adopting a subscription model. (20:23) His approach to crafting customer personas. (22:05) “We always envisioned helping the local cleaners.” (27:11) From the start, Rinse used Net Promoter Scores and surveys to glean customer insights. (30:44) The “two general areas of lessons” Ajay teaches at Stanford's Startup Garage. (34:53) Why he encourages Startup Garage students to keep asking themselves, “Am I still excited?” (37:41) How to prepare for the mental challenges of being a startup founder. (40:01) Is Rinse's operational model adaptable to other industries and services? LINKS Ajay Prakash James Joun Rinse The Four Steps to the Epiphany, Steven G. Blank The Lean Startup, Eric Ries Startup Garage at Stanford Graduate School of Business SUBSCRIBE

Episode 255: One of healthcare's biggest blind spots? When patients turn 18. It's the moment they age out of pediatrics and fall headfirst into a system designed to prioritize older, sicker adults. Physicians, stretched thin, reserve energy for complex cases, giving young adults shorter visits and less attention. That means early signs of medical trouble, like anxiety or preventive needs, go missed. Jason Guardino and Karen San, care experience experts at The Permanente Medical Group, are addressing this massive and often invisible problem head-on. The Permanente Medical Group found that younger patients in their twenties and thirties consistently gave lower satisfaction scores than both pediatric and senior patients.  “They didn't feel listened to and they felt dismissed,” Jason says. “They felt like there was a lack of compassion during that [medical] visit.” That sentiment, combined with rising anxiety, digital misinformation from things like social media, and a national shortage of mental health professionals, creates a high-stakes problem few health systems are equipped to solve. When doctors unintentionally triage young adults as low risk, this puts younger patients' health at risk, “If you don't slow down and focus on providing a great experience, you can miss something that could be potentially very dangerous for this patient,” Jason explains. Fixing this gap means rethinking how we treat both patients and providers, from doctors to nurses to clinicians. To drive change, The Permanente Medical Group is listening—literally. Through live feedback tools and real-time digital prompts, they're surfacing patient pain points. That data is changing how care teams engage with young adults and helping leaders understand the double bind facing providers: everyone needs high quality care, despite limited time and resources. Guests: Jason Guardino, Chief Experience Officer and Gastroenterologist, The Permanente Medical Group, and Karen San, Senior Director of Care Experience, The Permanente Medical Group Host: Rob Markey, Partner, Bain & Company Give us feedback: Customer Confidential Podcast Feedback Send us a note: Contact Rob Time-Stamped Quotes 00:01:00 – Why young adults often feel overlooked in adult care 00:02:30 – The Net Promoter Score drop for post-pediatric, 18-year-old patients 00:04:00 – Pediatric expectations compared to the reality of adult care 00:06:00 – How provider triage creates blind spots 00:08:00 – Understanding complaints from young patients 00:09:30 – Social media and how people's anxiety levels impact care 00:10:30 – The mental health burden on primary care 00:12:00 – Listening at scale, with real-time feedback 00:13:30 – What patient ratings can reveal, data-wise 00:15:00 – Why compassion still beats automation Notable Quotes 00:00:05 “We don't set [children up] well for when they make a transition into adult medicine. There's an opportunity to strengthen our care delivery model to meet those expectations and the ever-changing patient expectations.” 00:00:07 “If you don't slow down and focus on providing a great experience, you can miss something that could be potentially very dangerous for this patient. Even if they're in the minority, I always say, if something happens a few percent of the time, somebody has to be in that small percentage of time—that [means] an injury can happen.” 00:00:08 “The system stressors disproportionately affect our younger members because the providers are using this as a kind of survival tactic. They're saving their energy for the more complex patients with more comorbidities. And so it's not affecting our older population the same way it is our younger.” 00:00:09 “We have found that the younger population [does] have heightened anxiety. And that's fueled by a number of things. Covid-19 affected their perception of health. Social media is affecting how they define what good looks like. And so they're looking to primary care providers, who may not be experts in mental healthcare, to provide that mental healthcare. And that also creates a friction point that we need to solve for.” 00:00:11 “We did a pilot of 5 of our 21 medical centers for several months. And then, in December of 2023, we launched it throughout the entire medical group—so, 21 medical centers and all of our patients. So we're about a year and four months into this, and right now, we're sitting at about 2.5 million results. We have about 1.5 million—what we call 'caring moments'—[where] patients write about their clinicians and the staff. And as we say, it's an expression of gratitude, appreciation, and love—like something we've never had before.” Resources Check out Episode 197 of Customer Confidential, where we interviewed Jason Guardino back in 2022 on the importance of compassion in healthcare: https://www.netpromotersystem.com/insights/compassion-in-healthcare-podcast/

Today on the Talent Development Hot Seat Podcast, I'm joined by Lizzy Kizer, Director of Learning and Development at Johnson Controls, seasoned educator, and champion of building learning cultures for technical organizations. With a background spanning corporate, government, higher education, and K-12, Lizzy brings a unique blend of expertise in adult learning, instructional design, and science education to her work leading learning initiatives for JCI's 30,000-strong technical labor force.Subscribe to our weekly updates and monthly talent development newsletter here. Order Own Your Career Own Your Life on AmazonApply to Join us in the Talent Development Think Tank Community!This episode is sponsored by LearnIt, which is offering a FREE trial of their TeamPass membership for you and up to 20 team members of your team. Check it out here.Connect with Andy here: Website | LinkedInConnect with Lizzy Kizer here: LinkedInIn this candid and practical conversation, Lizzy and I dive deep into the real-world challenges and solutions for onboarding, upskilling, and fostering continuous growth in large, complex organizations. Drawing on her career journey from zoology major and science teacher to L&D leader, Lizzy shares insights into what it takes to create relevant, impactful learning programs that drive both employee retention and business results.In this episode, Lizzy discusses:Her unconventional path from science education to learning and development and why so many effective L&D professionals have roots in K-12 teaching.The critical importance of making learning immediately applicable and relevant, with adult learners motivated by real job needs and future career goals.How Johnson Controls transformed technical onboarding from a fragmented, manager-driven process to a scalable, centralized program with over 80% coverage and measurable ROI.The structure of their onboarding approach, including phased learning, strong “human touch” welcome, role-specific cohorts, and a blend of virtual and in-person components tailored to regional needs.Eye-popping results: 300% ROI, 5–7x improved retention, 36% increase in role performance, and huge manager time savings.Key strategies for upskilling and reskilling a frontline technical workforce—moving beyond product training to leveled, scaffolded learning pathways for foundational, intermediate, and advanced skills.How to pinpoint future skills needs (and stay agile as technology evolves), create responsive L&D solutions, and benchmark learning impact with real business KPIs.Practical approaches to evaluating learning ROI including measuring performance impact, retention, and even manager and employee Net Promoter Scores.Johnson Controls' evolving journey in career development, job architecture, and leadership pipelines, making it easier for employees to find new roles, grow their skills, and advance.Why passion for learning (and for your learners) drives innovation and impact in talent development...

Show Notes1. Episode HighlightsRebecca Dillard outlines her team's multi‑year journey: from CAHPS survey awakening to embedding empathy and shared goals in daily care.Learn how internal surveying via text messaging and NPS tracking became foundational to decision‑making.Jamie shares a personal story: how patient experience education helped guide his family to better care and empowered their choices.2. Major TakeawaysTransforming patient experience isn't a flash in the pan—it's a cultural rhythm sustained by leadership, data, and values.Trust is the cornerstone: prompt lab calls, respectful staff, and short referral wait times all contribute to patient trust and engagement.Data isn't just numbers—it triggers conversation, awareness, and coordinated improvements among providers, referral coordinators, and leadership. www.YourHealth.Org

Jennifer Kaplan is the founder and CEO of Evolve Public Relations and Marketing, a premier PR agency she established in 2010 to help businesses and professionals authentically tell their stories. With a communications degree from Arizona State University and an entrepreneurial spirit, Jennifer has dedicated her career to elevating brands, building trust, and fostering meaningful connections.Jennifer comes from a family of entrepreneurs, so forging her own path was a no-brainer! As a young professional, she left her steady sales job to take on her first client, boldly launching herself into the rest of her career. In 2005, she co-founded her first PR start-up, PRIME 3, LLC, but later sold her share to branch out and start Evolve! Now, her team works across industries to provide media coverage, influencer engagement, reputation management, and crisis communications.Jennifer's work has garnered widespread acclaim. She's been honored as one of “The Most Influential Women in Arizona Business” by AZ Business Magazine, a “40 Under 40” by Phoenix Business Journal, a “Woman of Achievement” by InBusiness Magazine, and the inaugural Hugh Downs School of Human Communication Alumni of the Year.When Jennifer isn't running her agency, she fills her cup with yoga, cheering on the ASU Sun Devils, and of course, spending time with her family. Connect with Jennifer Kaplan and Evolve PR & Marketing:

In this episode of Grow a Small Business, host Troy Trewin interviews Maria Nicholas Groves, founder of Talent Growth Partners, based in Milwaukee, USA. Starting in 2016, Maria built her talent advisory firm from $350K in year one to just under 2 million, growing 20% year over year. The business offers leadership development, coaching, fractional HR, and full-cycle recruiting with a team of 6 FTEs and 10 contractors. Maria shares how her team maintains an impressive Net Promoter Score of 88 by obsessing over client success. She also discusses the importance of culture, hiring for alignment, and consistently celebrating wins while scaling. 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 Maria Nicholas Groves, the hardest thing is balancing the need to consistently celebrate wins while also pushing toward future goals and ensuring the team stays aligned with the evolving vision. What's your favorite business book that has helped you the most? Maria Nicholas Groves shared that her favorite business book is What Got You Here Won't Get You There by Marshall Goldsmith, as it highlights the importance of staying agile and continually growing as a leader. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Maria Nicholas Groves shared that she starts each day with the Optimal Living Daily podcast. It's a short and diverse resource that helps set a positive mindset, drawing lessons from various authors and thought leaders. What tool or resource would you recommend to grow a small business? According to Maria Nicholas Groves, LinkedIn Learning is a great resource, along with leveraging AI tools like ChatGPT, CoPilot, or Gemini to increase efficiency. She also emphasizes understanding your personal learning style to maximize growth. What advice would you give yourself on day one of starting out in business? Maria Nicholas Groves shared that if she could give herself advice on day one, it would be: "Don't play small." She believes in going after big goals with confidence from the very beginning. 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 kick-ass culture is just as important as having a healthy sales pipeline – Maria Nicholas Groves The companies that win are the ones that never take their eye off both sales and delivery – Maria Nicholas Groves Leadership is about aligning your team around vision while staying obsessed with client success – Maria Nicholas Groves      

Send us a textWhat if entrepreneurial success didn't have to come at the expense of your health, relationships, and happiness? Michael Erath, founder and CEO of Next Level Growth, challenges conventional business wisdom with a revolutionary approach born from personal experience.After watching his manufacturing business crumble when his partner embezzled half a million dollars in 2008, Erath rebuilt from nothing to create a thriving consultancy with a powerful "just cause" - entrepreneurs deserve more than just financial returns; they deserve a meaningful return on life.Through his work with hundreds of businesses, Erath has identified five core obsessions that separate elite organizations from the rest: great people, inspiring purpose, optimized playbooks, a culture of performance, and growing profits and cash flow. Unlike prescriptive operating systems that force companies into rigid molds, these principles provide a flexible framework that adapts to each organization's unique culture and goals."Most entrepreneurs achieve ROI at the expense of their friendships, family time, physical health, and emotional health," Erath explains. "With the risk they take and the leverage they have to take on, it doesn't seem fair." His firm tackles this injustice by guiding business leaders through customized growth strategies that prevent common pitfalls like outgrowing early-stage talent, failing to document crucial processes, or treating financial success as merely a byproduct.What truly sets Next Level Growth apart is their commitment to practicing what they preach. They require no contracts, take all financial risk in new relationships, and only get paid if clients find value - resulting in relationships lasting nearly a decade and an impressive Net Promoter Score of 81.Whether you're struggling to scale beyond current limitations or simply want to reclaim your life from a business that's become a prison, Erath's five obsessions framework offers a path forward that honors both your ambitions and your wellbeing. Discover how to build an elite organization without sacrificing what matters most.Thanks for tuning in to this episode of Follow The Brand! We hope you enjoyed learning about the latest marketing trends and strategies in Personal Branding, Business and Career Development, Financial Empowerment, Technology Innovation, and Executive Presence. To keep up with the latest insights and updates from us, be sure to follow us at 5starbdm.com. See you next time on Follow The Brand!

Ep 277 Why VAs Fail (And How to Fix It) with Barbara Turley   If your A-players are bogged down in busywork—or worse, you're the bottleneck—then this episode is your wake-up call. The true cost of bad delegation isn't just time—it's lost momentum, missed profit, and mental burnout.   Why Your Team's Wasting Time (And Bleeding Profit) Most business owners know they're leaving money on the table—but they don't realize just how much it's costing them. The real profit leak? It's not your marketing. It's not your pricing. It's your people strategy—or more accurately, your lack of one. When your A-players spend half their day buried in tasks a trained assistant could do, you're not just wasting time. You're eroding profit, burning out staff, and stunting growth. In this eye-opening episode, Barbara Turley exposes the hidden cost of messy operations, bad delegation, and hiring without process—and offers a blueprint to fix it.   In This Episode, You'll Learn: The #1 reason delegation fails (hint: it's not your VA). How to build systems that free your best talent to focus on growth. Why your P&L doesn't show your biggest profit leak. The profit-first approach to optimizing human capital. What scalable delegation really looks like in a 350-person company.   Key Takeaways (A.K.A. Expensive Blind Spots): Hiring a VA without systems is like putting a race car driver in a junkyard car. Most businesses bleed profit by forcing A-players to do admin work. Bad delegation isn't about bad people—it's about bad process. High growth with low structure = burnout, churn, and cash chaos. Without an operational foundation, strategy is worthless.   Meet Barbara Turley: Barbara Turley is the Founder & CEO of The Virtual Hub, a 350-person global VA firm that's helped over 200 founders escape the weeds and scale smarter. With a background in equity trading and financial strategy, Barbara brings a sharp operational lens to business growth. Her company boasts a 95% Net Promoter Score, a 4.8-star client rating, and a track record of 50% year-over-year growth. She's the systems whisperer behind countless business transformations—and a fierce advocate for optimized human capital.   Links: https://www.linkedin.com/in/barbara-turley/  www.thevirtualhub.com FREE Delegation Masterclass: https://www.thevirtualhub.com/outsourcing-mastery-masterclass-sign-up/   Your Business Is Only as Scalable as Your Systems If your A-players are bogged down in busywork—or worse, you're the bottleneck—then this episode is your wake-up call. The true cost of bad delegation isn't just time—it's lost momentum, missed profit, and mental burnout. Listen now and discover how to systematize your delegation, optimize your people strategy, and finally scale with sanity.   Watch the full episode on YouTube: https://www.youtube.com/@profitanswerman Sign up to be notified when the next cohort of the Profit First Experience Course is available! Profit First Toolkit: https://lp.profitcomesfirst.com/landing-page-page  Relay Bank (affiliate link): https://relayfi.com/?referralcode=profitcomesfirst Profit Answer Man Facebook group: https://www.facebook.com/groups/profitanswerman/ My podcast about living a richer more meaningful life: http://richersoul.com/ Music provided by Junan from Junan Podcast Any financial advice is for educational purposes only and you should consult with an expert for your specific needs.   #ProfitFirst #BusinessGrowth #CashFlowFix #SmartScaling #RevenueLeaks #ProfitClarity #OwnerPay #StrategicFinance

Episode 249: When “revenge travel” brought guests roaring back to Four Seasons Hotels, they capped occupancy, turning away guests and revenue. Scott Taber, senior vice president of global hospitality, describes the Four Seasons philosophy: No points, no perks. Just great properties, individual recognition, personal service, and an emphasis on making sure the first five minutes after check-in are spectacular. That belief was put to the test when the world started traveling again and labor gaps persisted at the end of the pandemic. The company had a choice: chase revenue or protect intimacy. It chose intimacy. To avoid overextending staff and diluting the experience, Four Seasons capped occupancy. The organization focused on preserving what Scott calls the “first five”: those opening minutes that define a guest's stay. “People want to see your eyes and your teeth,” he says. They want to be recognized, not processed. That doesn't mean resisting tech. Four Seasons embraced tools that support connection: a CRM “golden record” surfaces each guest's preferences so staff can deliver personal touches at scale. They also rolled out a proprietary 11-platform chat tool that helps staff resolve 80% of requests within 90 seconds. Last year, they set an NPS record.  Culture provides the foundation for the organization's enduring success. Recruiting favors empathy, veterans mentor newcomers, and managers celebrate tiny moments of recognition as fiercely as revenue. With management contracts that stretch a whopping 80 years, Four Seasons plays the long game: culture first. For Four Seasons, the strongest currency isn't points, but people. Guest: Scott Taber, Senior Vice President for Global Hospitality, Four Seasons Hotels Host: Rob Markey, Partner, Bain & Company Give us feedback: Customer Confidential Podcast Feedback Send us a note: Contact Rob Topics Covered: 00:04 How occupancy caps protect service under pressure 00:12 No points program means loyalty through recognition 00:20 Salesforce “golden record” and how it personalizes at scale 00:30 The benefits of their chat platform that responds instantly to guests 00:35 Getting culture right, like hiring empathetic staff and having veterans mentor newcomers 00:41 How their 80-year contracts reinforce a culture-first strategy Notable Quotes: 00:02 “It's the service excellence that we want to have in our properties every single day, and making sure that we have the right tools, training, support, structure, to truly bring that to life. And all while creating great jobs and helping to have amazing leaders and supporting them to create great memories and experiences for our guests.” 00:03 “We had a record year last year with our guest experience score, Net Promoter Score.” 00:11 “Our typical management agreement is 80 years. We want to be with this hotel, we want to be with this project, for the long term. It's the vision of Mr. Sharp [Four Seasons' founder] committing himself to the property and us being committed to the property for that period of time. I think there are some pretty good foundational elements to keep us going for a long time to come.” 00:12 “ [Customers] want to be remembered and appreciated for their business. Four Seasons doesn't have a loyalty program. We're a small brand: 133 hotels. So, how do we do that in a way that is thoughtful and that helps our employees to be able to remember our guests in the right way?” 00:25 “We want to hire for attitude and teach the skills. So you are looking for someone who wants to connect with that guest and be in sync with what that guest needs at that moment. And that comes with how we teach and how we coach that behavioral side to engage with the guests—what's important for them in the moment.” Additional Resources: Connect the dots between the present and the past with our Customer Confidential podcast from 2016, Inside the Four Seasons Approach to Five-Star Service Learn more about how Four Seasons was impacted by Covid-19 in our brief: The Power to Change

In today's episode of the Second in Command podcast, Cameron reveals a transformative approach to measuring and improving workplace culture—one that many businesses overlook despite its powerful potential: The employee Net Promoter Score. (NPS)You'll hear about a deceptively simple metric that goes beyond typical satisfaction scores, revealing the true pulse of a company's internal health. The conversation digs into why traditional methods often miss the mark and how a single question can unlock deep insights about employee sentiment, driving meaningful change without breaking the bank.Get a look behind the scenes of real companies that leveraged this tool to climb the ranks of the best workplaces nationwide, illustrating how culture can become a strategic advantage. From thoughtful ways to gather actionable feedback to surprising tactics that boost morale and loyalty, the discussion explores how cultivating happiness at work directly fuels productivity and profitability. Along the way, you'll discover how leaders can shift mindsets, set ambitious goals, and create a workplace where people genuinely want to stay—and thrive.Whether you're aiming to retain top talent, enhance teamwork, or simply understand what truly matters to your people, this conversation offers a roadmap to reimagine what a workplace can be.If you've enjoyed this episode of the Second in Command podcast, be sure to leave a review and subscribe today!Enjoy!In This Episode You'll Learn:How a simple one-question survey, the Net Promoter Score (NPS) can gather important feedback and improve company culture. (3:27)Why the process of gathering employee feedback is similar to writing a letter to Santa, as well as the importance of acting on that feedback. (4:33)Strategies for improving NPS, including setting ambitious goals and celebrating achievements. (10:59)The need to balance employee happiness with profitability, and why a high NPS can lead to increased revenue and profitability. (11:46)The impact of external competition and the importance of a strong company culture to retain employees. (12:27)And much more...Resources:Connect with Cameron: Website | LinkedInGet Cameron's latest book – "Second in Command: Unleash the Power of Your COO"Get Cameron's online course – Invest In Your Leaders

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Ever wonder what separates a $1M agency from a $30M agency? It's not just better SEO or more employees. It's how you run the business behind the scenes. We sat down with today's featured guest to dig into what's powered his insane growth from barely crossing seven figures back when we first met… to now staring down $35–$40 million in pure service revenue. He's sharing some great advice on the evolution of his role as CEO, his new-found love for podcasting, and all kinds of golden nuggets for agency currently in the “no man's land”. Chris Dreyer is the CEO of Rankings.io, a law firm marketing services agency that delivers exceptional results for attorneys without compromising on customer service. He'll discuss his agency's substantial growth from under a million to over $30 million in revenue, his reliance on data and key performance indicators (KPIs), the transformative role of AI in various aspects of his operations, the importance of in-person client meetings for building relationships, and much more. If you're still guessing your numbers or putting off tracking your team's time — you'll want to pay attention. In this episode, we'll discuss: The CEO's true job. Hidden agency growing pains. The key to client happiness. In-person hustle and outbound sales. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. Why Data Became Like a Religion Back when Chris and I first locked ourselves in a tiny Atlanta room for a workshop, Rankings.io was barely peeking over the $1M mark. He was still deciding who to serve and how. Fast forward about 8-9 years to today, and he says there's no bigger reason for his success than his top-to-bottom data obsession. Most agency owners track just enough to feel busy: a few pipeline numbers, maybe close rates if they're fancy. But Chris tracks everything. He knows the lifetime value of a client paying $5K a month versus $10K a month. He knows exactly how each account manager's retention rate impacts revenue. He even scores sales reps like a fantasy football league. And it's not just vanity metrics. If an account manager is great at keeping clients but terrible at preserving the original retainer size, they fix it. If time tracking shows poor utilization? They fix it. It's relentless. The big unlock for him was getting a real CFO to build this machine — and shifting from QuickBooks to more robust systems like Sage. No more flying blind or hoping for the best. If you don't know your LTV, churn, win rates, and retention by the exact dollar, you're leaving growth up to luck. How AI Became His Secret Weapon (and Why You Should Care) Most agency owners dabble in AI: a blog here, a few prompts there. Chris has gone full cyborg. Every single month, his team uploads their entire reporting package into ChatGPT. They don't just glance at dashboards — they get an AI board of advisors that points out trends, flags issues, and even suggests campaigns based on sales funnel leaks. If they have clients applying but not booking, the AI says: launch a re-engagement sequence. If they're not sure why the expense spike looks off, the AI will cross-check it with your event calendar. Chris used to hate looking at financials — now AI does the heavy lifting. When it comes to AI agents, they're not doing as much and prefer to use AI assistants for content, link building, and optimization. He even has an AI board of advisers with different personalities. This isn't replacing people. It's leveling them up. It's like strapping a rocket to every role — so you can do more without burning out your team. If you're not leaning on AI for context and next steps, you're probably making slower (and worse) decisions than your competitors. The CEO's True Job: Gotta Catch ‘em All Now that he's running an agency pushing $40M in service revenue (not pass-through, real revenue) Chris defines his role as: “Playing people Pokemon. Gotta catch ‘em all. I get the clients, and my president keeps them.” He sets the vision, runs point on marketing and sales, hosts the podcast, and stays the face of Rankings.io. Meanwhile, his right-hand man, Stephen, owns retention and delivery. This split lets Chris hunt big opportunities without getting bogged down in fulfillment fires. It's the perfect example of how an owner's role must evolve. If you're still stuck in the weeds, wearing every hat, and calling that “leadership” — you're capping your agency's growth. The goal isn't to do everything. It's to build a team that does everything better than you ever could alone. And Chris's story is living proof. The Hidden Growing Pains Nobody Warns You About Ever heard of the dreaded “no man's land” for agencies? For Chris, it began after he crossed the $8M to $10M mark and things got painfully awkward fast. In this stage, you're forced to hire the roles that don't directly bring in revenue: HR, finance, middle managers. Suddenly, your once-scrappy margins start leaking everywhere. It feels counterintuitive, all these new salaries, and yet no extra billables. But here's the catch: this is the awkward but necessary step that'll set you up with the infrastructure to move from $10M to $15M, $20M or beyond. This is generally the zone where you feel like an imposter CEO — one foot in the hustle, one foot in the corporate world you swore you'd never build. The truth is, every growing agency owner faces this inflection point. And if you get it right, you build a structure that can handle scale. If you get it wrong, you risk staying stuck at the same revenue ceiling year after year. You Can't Turn It Off — And Maybe That's Okay Most founders agree they find it difficult to turn their business brain off, and honestly, they don't want to. Business is the hobby. While their kids are at soccer practice, their brain is rewriting the service agreement or tweaking a proposal. Sure, there's a cost. Vacations come with podcast episodes in the car. Weekends sometimes mean scanning P&L spreadsheets. But, as Jason and Chris admit: the key to staying sane isn't to “balance it perfectly” — it's to have the right partner who gets the obsession. Because when you're building a business that supports dozens, even hundreds of families, switching it off just isn't realistic. So you find the support system that lets you go all in and come home for dinner. Why Core Values Actually Matter Early on, you might roll your eyes at “company core values.” Chris admits he did and saw it as just a lot of fluff. But once you're managing 50, 100, or more people, vague values don't cut it — you need a shared language to protect the culture. His agency now runs on three non-negotiables: Excellence (do great work, always) Execution (don't just talk, get it done) Grit (stick with hard things for the long haul) While he used to rely on platitudes like “team player” — he sees now that the wrong person will be weeded out fast as long as the core values are clear. He also bails at the mention of “work-life balance” in an interview. Because for this team, the culture is built for people who like working hard. The Surprising Key to Client Happiness Think your killer case studies will keep clients happy forever? Think again. Client happiness is very subjective and your biggest churn risk isn't bad work — it's bad relationships. Sure, you can track Net Promoter Scores all day. But real retention comes from catching early warning signs, which Chris calls “saves”. A client going quiet, missing calls, or hinting they're not vibing with an account manager should be signs to take action, if you start tracking them, as he has. And here's the overlooked move more agencies need to revive: visit your clients in person. Everyone's got Zoom fatigue. Booking a flight and breaking bread goes a long way toward making you not just a vendor, but a trusted partner. How In-Person Hustle and Outbound Hunting Keep You on Top Even with all the fancy dashboards, AI copilots, and mega forecasting tools, Chris and his president still jump on planes to shake hands with clients. They even budget for it. When you're running a high-ticket service where each client can be worth $125,000 or more over their lifetime, dropping a couple grand to show up in person is a no-brainer. It's how you show you care more than the next guy who's sending templated emails and hiding behind Slack. Chris's take is simple: Want to stand out? Do what you say you're going to do. Show up. Make your clients look like heroes. When a big-name CEO flies out to see you — even if you didn't sell them the deal — you remember that. Big relationships should get the handshake treatment. Using AI for Confidence in an Agency Acquisition Chris didn't buy another agency until he was already pushing $30 million, while most owners pull that trigger way earlier to leapfrog plateaus. Why wait? According to Chris, he didn't have the confidence to do it. Until AI changed that. He used ChatGPT to run diligence questions, draft the LOI, check for financial holes, and sanity-check the entire earnout structure. Sure, he has a great CFO — but that AI second brain made the whole thing faster and way less intimidating. Now that he's got the first deal under his belt, he's hungry for more. That's how scale works: get clarity, take the shot, rinse and repeat. Pro tip: If you're scared to buy, partner, or hire, dump your numbers into AI. Ask it what it would worry about if it were buying you. It'll show you every skeleton in the closet — so you can fix them now. Why Outbound Sales is Your Insurance Policy Chris used to be very resistant to doing outbound but now it is saving him from the Google rollercoaster. Inbound is sexy when it works. But we all know it can be feast or famine. Algorithms change. Referrals dry up. And you're stuck hoping this month's pipeline looks like last month's. After getting tired of hoping, Chris built an outbound team that's now about 30 people deep. He's got BDRs making 50 high-quality calls a day, sending out handwritten notes with books, running multi-channel outreach, and gifting prospects to cut through the noise. Each practice area has its own sales enablement rep feeding lists, building sequences, and arming the closers with context. It's consistent and it means Rankings.io can hunt, not just fish. Big lesson: if you don't control at least three lead sources (inbound, outbound, and strategic partners), your agency's growth is on borrowed time. Don't put all your eggs in Google's basket. Outbound is insurance. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

How did a simple t-shirt brand built on optimism grow into a $150 million business? Life Is Good president Tom Hassell shares how the company reshored production, adopted print-on-demand, and stayed committed to purpose-driven growth.For more on Life Is Good and show notes click here. Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

This episode features Brandy Burch, Chief Executive Officer at Benefitbay. Brandy dives into the benefits of individual coverage health reimbursement arrangements and how they create cost-saving opportunities while improving the patient experience. She shares how Benefitbay drives strong Net Promoter Scores to keep their approach member-centric and highlights the importance of communicating outcomes back to employers.

In this powerful episode of the Jake & Gino podcast, we're joined by Rob Finlay—serial entrepreneur, founder of 30 Capital, and author of Beyond the Building and Hey Dad. Rob dives deep into commercial real estate debt strategy, the importance of tracking OKRs and KPIs, and the long-term thinking that separates real estate professionals from amateurs.But this conversation doesn't stop at business. Rob also opens up about parenting adult children, financial literacy, and the “green gas” phone call that inspired his latest book, Hey Dad, a must-read for any parent raising self-sufficient young adults in today's world.Whether you're a multifamily investor looking to improve your financial game or a parent preparing your kids for life, this episode delivers hard-earned insights from one of the best in the business.Get the books:Hey Dad: https://heydadbook.comConnect with Rob FinlayWebsite: https://robfinlay.comInstagram & more: @robfinlay   Chapters:00:00 - Introduction  04:54 - KPIs & OKRs Explained (with Chick-fil-A References)  14:47 - Smart Leverage & Exit Strategies  18:15 - How New Investors Should Think About Equity, Recycling Deals, and Exit Strategies  21:41 - Refinancing vs. 10-Year Lockups  29:24 - The 2021–2022 Bridge Debt Trap  32:49 - Hey Dad: The Gas Pump Phone Call That Started It All  39:46 - Real Parenting Talk: Teaching Independence Through Exposure  43:05 - Kids & Money: Raising Financially Literate Adults  49:34 - Gino Wraps it Up  We're here to help create multifamily entrepreneurs... Here's how: Brand New? Start Here: https://jakeandgino.mykajabi.com/free-wheelbarrowprofits Want To Get Into Multifamily Real Estate Or Scale Your Current Portfolio Faster? Apply to join our PREMIER MULTIFAMILY INVESTING COMMUNITY & MENTORSHIP PROGRAM. (*Note: Our community is not for beginner investors)