Podcasts about NPS

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Best podcasts about NPS

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Latest podcast episodes about NPS

Amazing Business Radio
Net Lives Enriched Featuring Fred Reichheld

Amazing Business Radio

Play Episode Listen Later Nov 30, 2021 27:57


How NPS Enriches the Lives of Customers, Employees, and Leaders Shep Hyken interviews Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth.  Top Takeaways:   Net Promoter Score is the metric that millions of companies have used for decades to know if they are doing a good job for their customers and their employees. It aims to measure if you have gained your customer's loyalty enough to earn their repeat business and new business from their friends and family. But, in the age of cookies, click rates, and measurable eyeball hang times, is a company's NPS still relevant? And, is your company using the NPS metric correctly? This week, we interview Fred Reichheld, the developer of the Net Promoter score to talk about how many companies are misusing the Net Promoter Score and missing out on the potential benefit that it can help your business achieve. We also talk about how NPS is still applicable in modern business and how it can be used correctly. To put his money where his mouth is, Fred invested his own money in all of the public companies that are NPS leaders. The return on his investments is almost three times the S&P. In today's episode of Amazing Business Radio, Fred and I discuss how you can use the Net Promoter Score to invest in customer loyalty, which pays big dividends!  Quote:   "Who you hang around with in your life influences everything - how you think about success and what's important to you. This is true with who you want to be a customer of, who do you want to be an employee of, who do you want to invest in."   About:   Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. He is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

NPS I Love You by Catalyst
Winning On Purpose (with Fred Reichheld, Author and Inventor of NPS)

NPS I Love You by Catalyst

Play Episode Listen Later Nov 30, 2021 52:05


Fred Reichheld is a Bain fellow and the inventor of NPS, or Net Promoter Score, which is a system adopted by thousands of companies around the world to measure customer loyalty. He's authored several bestselling books that have helped companies thrive in a customer-driven economy, and according to the New York Times, his work has put loyalty economics on the map. In this episode, Fred and Ben discuss strategies for measuring customer success and strengthening customer loyalty, as well as some of the themes from Fred's new book, Winning on Purpose.You can purchase Winning on Purpose: The Unbeatable Strategy of Loving Customers, on Amazon here.

Agency Journey
How to Implement NPS for Agencies: FINALLY Agency Case Study

Agency Journey

Play Episode Listen Later Nov 28, 2021 31:18


The process of implementing an NPS strategy for agencies can be a bit overwhelming - but worry no more! because in this episode of Agency Journey Gray MacKenzie and Amber Mackay are going to discuss the key steps that you need to follow to implement an effective NPS strategy for your agency's success! Make sure to watch until the end of the video because you don't want to miss any important information to succeed in implementing NPS for your agency.

Génération Do It Yourself
#227 - Maÿlis Staub - Pocket Result - Entreprendre et percer dans la tech à 40 ans et avec 4 enfants

Génération Do It Yourself

Play Episode Listen Later Nov 25, 2021 151:24


Avec Pocket Result, Maÿlis Staub a réussi là où personne ne l'imaginait. Elle cumule ce qui est malheureusement vu par trop de monde comme une suite de handicaps pour entreprendre : avoir passé 40 ans, avoir 4 enfants, être une femme ne pas avoir fait d'école prestigieuse. Aujourd'hui, Maÿlis en est à sa troisième société et elle explose les compteurs. La data, c'est sa passion et mesurer et analyser les données pour les optimiser, c'est son kiff (il faut de tout pour faire un monde). Maÿlis revient sur des termes un peu techniques comme NPS, PLV ou encore CRM qu'elle explique d'une façon si limpide que l'on comprend toute l'importance et l'étendue de son expertise. Surtout quand elle compare la data au nouvel or noir... Son courage et sa détermination à mettre du sens dans ses actions l'ont poussée à claquer la porte d'un grand opérateur télécoms. Dire adieu à une carrière tracée et un poste à responsabilités ; une prise de risque ? Elle pense le contraire. Faire bouger les lignes, traquer les a priori, maîtriser les métaphores et défricher l'univers obscur des données, autant de sujets abordés de façon ouverte et fun avec Maÿlis dans cet épisode. TIMELINE : 00:07:03 : Son parcours dans le marketing direct chez SFR 00:37:47 : Mesurer l'impact des PLV (publicité sur le lieu de vente) 01:01:12 : Son parcours dans l'entrepreneuriat et ses 3 sociétés 01:41:45 : Famille et entrepreneuriat, comment ça se passe ? 02:01:54 : Le syndicat professionnel NUMEUM On a cité avec Maÿlis Staub plusieurs anciens épisodes de GDIY : #66 Cyril Chiche - Lydia : le futur Paypal est Français, et il s'appelle Lydia. #177 - Gaspard Koenig - Philosophe - On ne naît pas libre, on le devient Maÿlis Staub vous recommande de lire : La promesse de l'aube de Romain Gary Monsieur Romain Gary de Kerwin Spire Les Grandes oubliées, pourquoi l'Histoire a effacé les femmes de Titiou Lecoq Avec Maÿlis Staub, on a parlé de : Geoffroy Roux de Bézieux Christophe Harrer, CTO de Pocket Result Sylvain Staub, CEO de Data Legal Drive Remy Bellavoine, CEO de Pocket Result Laurent Houitte et Louise, de B2B Kite summit Jimmy Gassion Cyril Garnier Sébastien Lery Cegetel, Bouygues Telecom, SFR et Orange Sales force Les cartes heuristiques ou Mind maps Aurélie Jean Planet take care Numeum Une pensée pour ma maman. Un coucou à Juliette et merci à David pour mon entrée VIP chez Orange Un poke spécial à Virginie, Aurélie, Morgane, Sabine, Christine et Christiane. La musique du générique vous plaît ? C'est à Morgan Prudhomme que je la dois ! Contactez-le sur : https://studio-module.com. Vous souhaitez sponsoriser Génération Do It Yourself ou nous proposer un partenariat ? Contactez mon label Orso Media via ce formulaire. Vous pouvez suivre Maÿlis Staub sur LinkedIn.

POPS! The People Ops Podcast
PIVOT: Inspiring Intentionality with Rylan Kean and Christina Hayes, Millan Enterprises

POPS! The People Ops Podcast

Play Episode Listen Later Nov 24, 2021 26:40


Leaving your mark on the world requires creativity. Rylan Kean and Christina Hayes  Director of Business Development, and Christina Hayes, General Manager, of Milan Enterprises, transformed an old printing press creating a lasting legacy in their community. Milan Enterprises, a real estate investment and property management business, centers everything they do around what they call WIGs: wildly important goals. On this episode of PIVOT, Rylan and Christina teach us what having a common purpose can accomplish. On this episode, you'll hear: [03:00 - 06:42] How Milan connects their people to work that matters [07:26 - 10:35] Why a high NPS score is one of Milan's wildly important goals [11:00 - 13:03] Setting and following through on goals [14:13 - 18:20] Recruiting in a personal way [19:40 - 23:25] Helping people learn their way into their role [23:43 - 26:03] Using your time, talents, and treasures purposefully After you listen:  Order your copy of our book People Operations: Zenefits.com/pops-book Follow the podcast  Submit your People Ops questions: 

Navigating the Customer Experience
151: Stand Out from the Competition - Your Guide to Create and Deliver Remarkable Experiences with Dan Gingiss

Navigating the Customer Experience

Play Episode Listen Later Nov 23, 2021 27:09


Dan Gingiss is an international keynote speaker and customer experience coach who believes that a remarkable customer experience is your best marketing strategy. His 20-year professional career spanned multiple disciplines, including customer experience, marketing, social media and customer service. He held leadership positions at McDonald's, Discover and Humana.   Dan is the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share, which was released in September 2021. And he's also the author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media. He also hosts the “Experience This!” show podcast and “The Experience Maker Show.”   He earned a B.A. in Psychology and Communications from the University of Pennsylvania, and an M.B.A. in Marketing from the Kellogg School of Management at Northwestern University.   Questions   Could you share a little bit about your journey? How it is that you got to where you are today? Could you share with our listeners, Dan, a little bit about this book, maybe share with us maybe three to four pillars that the book is built on? And why a company would need a tool like this to enhance our customer experience? Could you maybe give us one or two examples of maybe companies that you know, that have demonstrated an immersive experience? You mentioned that word of mouth is the best type of advertising for any business. How can we get our customers to the point where they want to share their experiences with us and it's not just a mere experience? Have you found that customers expectations have changed somewhat, since the pandemic? Do you find that they're more sensitive to customer experiences, their expectations are higher? What has your experience been as a customer experience specialist in this area? In this whole digital transformation space that companies are going through, how do you think we can re humanize the customer experience, even though we're using digital to support that whole transition and make things easier for customers? Can you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Can you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even one that you read recently, but it still had a great impact on you. Can you also share with us what's the one thing that's going on in your life right now, something that you're really excited about? It could be something you're working on to develop yourself or your people. Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote; it kind of helps to keep you on track or get you refocus if for any reason you got derailed.   Highlights   Dan's Journey   Dan shared that he started out in a marketing role right after college, even though he had never taken a marketing class; he was a psychology and communications, undergraduate major. And he realized once he gets into marketing, that's basically what marketing is, it's psychology plus communication. So, it turned out to work out pretty well. And he held that job for about four years, he really liked it. But he ended up going to business school, where he really formalized the marketing learning. And he learned that everything he had been doing had names and frameworks and all that sort of thing.   And then he spent another 15 - 16 years in corporate America, in financial services, healthcare, and eventually McDonald's, learning all sorts of marketing channels, but also evolving into customer experience, and really falling in love with CX and its power to impact the bottom line, to obviously make customers happier. And so, the book is really a summary of everything that he's learned, put into a simple framework that allows companies to create remarkable experiences for their customers without spending a lot of money.   “The Experience Maker, How to Create Remarkable Experiences That Your Customers Can't Wait to Share” - The Pillars That The Book is Built On   Me: Amazing. So the book is really, really an awesome tool. So, for those of our listeners that are not familiar with Dan's book, it's The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share. So, could you share with our listeners, Dan, a little bit about this book, maybe share with us maybe three to four pillars that the book is built on? And why a company would need a tool like this to enhance our customer experience?   Dan shared that he's a believer as a marketer, that the single best way to do marketing today is to get our customers to do it for us. And it's called word of mouth marketing; it's usually been considered the holy grail for marketers, and something that's been on attainable until now.   And really, what we're finding is that the companies that create great experiences don't have to work so hard at marketing, because their customers are doing it for them, they're sharing these experiences, because people like sharing positivity. We know that people share both negative experiences and positive experiences, but what they don't share is an average experience. Nobody ever has said; “Let me tell you about the perfectly ordinary restaurant I went to last night.” That's not something we care to share. But man, we will talk about it if it was amazing, and we will talk about it if it was terrible.   And so, the idea of the book is to teach companies, how do you create those amazing experiences and how do you create them in such a way that customers can't help themselves, they reach into their pocket and grab their phone and take a picture and share it and say nice things about you.   So, the framework that he introduced is called WISER. And it's so that you become wiser than the competition when it comes to customer experience. The first four letters wise stand for Witty, Immersive, Shareable, and Extraordinary, which are four different elements that help to create the kinds of experiences that are remarkable or worthy of remark, worthy of talking about.   Now you can use one of them, or you can use more than one of them. And the more that you stack them, the more powerful they are. But even just using one is going to start to change how your customers perceive the experience with you.   The R in WISER then becomes about being Responsive. And when people are talking about us, especially on social media, we've got to be part of that conversation. After all, if somebody gives us a compliment, we ignore them in real life, that's pretty rude. They don't think really highly of us and yet brands do that all the time in social media, where customers are complimenting them, but the brand is nowhere to be found.   Me: So, one of the things I really liked about the section on Witty, so you kind of explained that a little bit for us, you indicated that it wasn't so much about being humorous, because not many brands can carry off humour, depending on what their brand, reputation or image is. But more so, being very clever and creative in the messaging that you put across. And there was one that really caught my eye in the book when I was reading; the gas station one where it said customer service is priceless and I thought that was really cool. Because at a gas station, typically, rates are not necessarily the best. So, that kind of caught my eye like if I did see two gas stations, as you suggested in the book and said customer service is priceless, I probably would go to the one that said that versus the one that didn't have anything that would have caught my eye. That was really cool.   Dan shared that one of the ideas there is that competing on price is a loser's game, and all you got to do is talk to that gas station owner because he's got his competitor right across the street selling a very similar product for the exact same price. So, competing on price isn't going to work for him. Now competing on product is also difficult because they're both selling gas and inside their stores, they're both selling basically the same convenience items. So, what's left is customer experience and if this particular gas station can differentiate based on the service that you're going to get, that is a reason to choose one over the other one across the street.   Example of Companies that Have Demonstrated an Immersive Experience   Me: So, the next part of your book talks about delivering an experience that is immersive. Could you maybe give us one or two examples of maybe companies that you know, that have demonstrated an immersive experience?   Dan shared that immersive is really about the continuity of the experience and creating something that is consistent and fluid in the customer's eyes. And that's difficult as companies get bigger because they tend to have silos and everyone in each silo is responsible for one part of the experience, but nobody's responsible for connecting those experiences together.   So the poor customer ends up with this very choppy experience moving from part to part in your company. So, one of the examples that he shared in the book is about a company called Imperfect Produce. And they're a company that takes strangely shaped and sized fruit and vegetables that don't meet the cosmetic standards of a grocery store. And they box them into a subscription service that you can get a box every week at your doorstep.   And what they do is play on this idea that their fruits and vegetables sometimes look funny, they're sometimes too big or too small, or they're dented, or they're just shaped weirdly. And so, they actually lean into that and they have these characters that appear throughout the experience that are these vegetables and they have googly eyes.   And you see these characters in their marketing, on the box, really throughout the experience. The other thing that they really lean into is this idea that by buying their fruits and vegetables, which otherwise would have gone into the landfill, you're doing a good thing, you're saving waste from going to the landfill, you're saving water and CO2 because of the farmers not having to replant so often and they track this on the website.   So, every time he goes in to pick his fruits and vegetables, he's reminded of how much he has saved from the landfill and he noticed the other day he just crossed 1200 pounds of produce that he's gotten since he's been a customer. And these are the kinds of things that keep people coming back for more because of the immersive nature of them; he's much more tied into this brand than he would have been if they weren't immersive.   Me: It's almost like you feel like you're a part of their journey in whatever they're doing and because of that, it's much more difficult for you to walk away from them. And now it becomes a real relationship, because there's value being given on both ends of the spectrum.   How to Get Customers to Share Their Experiences With Us   Me: Now, you also mentioned that your experiences must be shareable. And I remember you used this word in the book, where you said customers have like a “Meh” experience, which is, I guess, just a mediocre one. I guess if we were to compare it to NPS, it would be like persons who scored seven and eight, because they're not really wowed, but they're not disappointed either, so they're kind of in the middle. So, what I really wanted to ask was, we have customers who we want to share our experiences and you mentioned that word of mouth is the best type of advertising for any business. “How can we get our customers to the point where they want to share their experiences with us and it's not just a “Meh” experience?”   Dan shared that the best example that he thinks really epitomizes this is the story that he tells in the book of taking his son for his birthday to a restaurant called Fleming Steakhouse.   And they walk into the restaurant, he had already told them ahead of time that it was his son's birthday, and the Maître d' hands him a birthday card that is signed by the staff. And he was pretty impressed with that, he had not seen that before.   And they're sitting in eating our dinner and the discussion turns to and this may just happen in families where dad is a customer experience guy. But the discussion turns to his daughter actually brought up and said, “Hey, if they brought us a birthday card, I'll bet they're going to do something pretty special at the end of the meal.”   In the US, you often get a slice of cake and a candle when it's your birthday, and it's a very nice gesture, it's just that every restaurant does it, so it doesn't necessarily stand out.   And sure enough, Fleming's did not disappoint, they came out with a box of handmade chocolates that was sitting on a plate, where Happy Birthday was spelled out in cocoa powder. And instead of a candle, they had a sparkler and the sparkler is so much cooler than a candle.   Now, there are four people at the table and without being told to and without coordinating, everybody immediately grabbed for their phones. And they took a picture of this dessert.   And the parent shared it to Facebook, and the kids shared it to Snapchat or Instagram, and just like that, Fleming's had four different shares of an experience at their restaurant, all because they decided that a slice of cake and a candle while a nice gesture, is just not going to stand out enough for people to want to share it.   Now, he'll bet that box of chocolates and the sparkler doesn't cost them much more, it might even be around the same price. But the idea is that it's so completely different and it stands out in such a way that people can't help themselves, they want to take a picture of it.   And so, he uses that as a metaphor for companies to think about, “Where do you have a candle that you could turn into a sparkler?” Because that's the difference, that's what makes it shareable.   Me: That's amazing. That was really out of the box thinking that that restaurant did for your son. And you're right; every restaurant does just give a cake and a candle so if you're doing something different then I guess that's where the extraordinary in your wise acronym comes in because that experience was definitely extra ordinary, it was definitely out of the ordinary.   Dan stated that extraordinary just means a little bit better than ordinary, it doesn't have to be a private firework show and a Beyonce' concert, that's extraordinary too.   But nobody has that kind of budget to do. And so, it's just about figuring out somewhere in your journey, where let's say you're doing something the same way that your competitors do it, that's a pretty good bet that that's an average experience, because your competitors are not delivering extraordinary experiences most of the time. So if you're doing it like everybody else is doing it, do it differently. And that's a great way to go from ordinary to extraordinary, make it stand out by being a little bit different and that is another element that causes people to want to talk about it. Since the Pandemic, Do You Find That Customers Are More Sensitive to Customer Experiences?   Me: So Dan, a big part of customer experience now, I know it has definitely changed a lot. I know a lot of customers are paying so much more attention to it now since we're all going through this global pandemic. But have you found that customers expectations have changed somewhat, since the pandemic? Do you find that they're more sensitive to customer experiences, their expectations are higher? What has your experience been as a customer experience specialist in this area?   Dan stated absolutely. He thinks we as customers really took note, especially early on in the pandemic, of which companies were there for us when we really needed them, and which companies weren't.   And the truth is, is that a lot of companies did a very nice job at especially at the beginning of the pandemic, responding, reacting, and innovating. And then other companies really did not a good job of this. And basically checked the box, and didn't particularly do anything different.   So, an example of that is when the pandemic first started, most of us got a lot of emails from companies that were telling us about their enhanced cleaning procedures. And he loved that everybody called them enhanced cleaning procedures, they weren't ever better or improved, or anything other than the word enhanced because somebody started using the word enhance, and then everybody else copied that word.   And they also sent us, at least in the US, they would send us to the CDC website, which is the Center for Disease Control, he's sure other countries have a similar organization. And what he found was that all these emails basically said the same thing, they were totally uncreative, unremarkable.   And then I got an email from his investment broker Charles Schwab and their email didn't say anything about cleaning procedures, or the CDC website. Instead, their email said, “We understand that you must be very nervous about a volatile stock market. And so, we want to make sure that you know all of these tools and benefits that you have available to you that you can use to help you through this difficult time.”   And for him, that was exactly what he needed from his investment firm. He didn't care about their cleaning procedure, that wasn't important to him. But he certainly cared about a volatile stock market. So that's the difference between companies that cared, and that were really trying to deliver what customers needed at this difficult time, versus what everybody else was doing. And so, that is something that customers remember and they've seen lots and lots of customers switch brands during the pandemic, because they realized that the company they were doing business with just wasn't going to be delivering the experience that they wanted.   Re-Humanize The Customer Experience Even Though Using Digital to Support that Whole Transition and Make Things Easier for Customers   Me: Amazing. So, that's definitely some other ways that our customers' expectations have changed. I think also Dan, since the pandemic, I get that digital transformation is super important and it definitely makes life that much easier for the customer and can create that effortless experience for them and seamless experience, especially seeing that you may not want to physically go to the business place. But I get a lot of questions from time to time from companies asking me questions like; “Do you think human beings are going to become obsolete totally in the whole realm of customer experience? And of course, my answer is always no. But in this whole digital transformation space that companies are going through, how do you think we can re humanize the customer experience, even though we're using digital to support that whole transition and make things easier for customers?   Dan shared that he totally agrees with Yanique, humans aren't going anywhere, we're not going to be replaced by robots. And the reality is that customers today crave human interaction and the pandemic actually exacerbated that, especially the time that we were all stuck in our homes for so long, we wanted human interaction. And so, there's a time and a place for both human engagement and technology engagement within the customer journey. There are times where we just want to self serve, and we just want to go online and see our balance or pay a bill or whatever and we don't want anybody to bother us, we just want to do it ourselves. And then there are other times where we really need to talk to someone because we have a problem that we don't think we can solve by ourselves or that might have too many layers to it. And so, we don't, at that point, want to talk to a computer, we want to talk to a person. And he thinks that companies that are getting it right are figuring out when do we deliver self service and when do we deliver human service. But those two things are always going to exist; one is not going to replace another.   App, Website or Tool that Dan Absolutely Can't Live Without in His Business   When asked about online resource that he cannot live without in his business, Dan shared that he would say right now it's actually LinkedIn and the reason for that is just that it is the place where he network, where he share content, where he consume other people's content. And where he meets people that want to do business with him. And he thinks that is the space right now online that he can't do without.   Books That Have Had the Greatest Impact on Dan   When asked about books that have had the biggest impact, Dan shared that one of his favorites is They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing and Today's Digital Consumer by Marcus Sheridan. It's a marketing book and it teaches you how to create content around the questions that your customers ask you, or that your prospects ask you. And so, although it's a marketing book, it actually takes a lot of customer experience themes into it and he thinks it was one of the most valuable books that he has read, and has used in his own business and actually has used with clients as well. Another one that he would pick, he's going to go with one of Jay Baer's books, because he loves him as well. He really loved Utility, but he's going to go with Hug Your Haters: How to Embrace Complaints and Keep Your Customers. And much like his (Dan) first book, being about social media, customer service, this is really a book that tells you to embrace complaints, and to learn from them and to treat them as gifts, because they can help you not only be responsive to customers, and maybe turn them from detractors to advocates, but also to go back to your business and find what's actually wrong and try to fix it for other people. So, Hug Your Haters is another one that definitely changed how he thinks about things.   What Dan is Really Excited About Now!   When asked about something that he's really excited about, Dan stated that you're asking a guy that just spent nine months launching a book; he's now kind of just coming off of that. But he'll say that he's super excited to be back speaking on stages in person. He had two keynotes this week in two different cities, it was so nice to be with people again, yes, everybody's being safe and wearing a mask where appropriate. But there's just something as the speaker to talking to people in real life and seeing their eyes and seeing their reactions and hearing them laugh and clap and what have you that just doesn't happen on Zoom or in digital channels. And so, that's something he's really excited about is the fact that live events are coming back and are back in some places. And he really looks forward to doing a lot more of those in 2022.   Me: That's brilliant, love that. So simple. And pre pandemic, we probably would have taken these very simple things for granted. I'm sure we never would have imagined a time when we were locked up in our homes and everything had to be digital. So now, as you said, we're getting back out there, and we're still being safe. But you really appreciate the very simple things in life that as I would say, we may have taken for granted; we wouldn't have realized how important or how valuable those kinds of experiences are.   Where Can We Find Dan Online   Website - https://dangingiss.com/ LinkedIn – Dan Gingiss Twitter - @dgingiss   Quote or Saying that During Times of Adversity Dan Uses   When asked about a quote or saying that he tends to revert to, Dan shared that this quote, believe it or not comes from a fortune cookie. He got this fortune that he was so excited about and he taped it up on to his camera right behind his laptop screen.   So, since the camera is always facing him, he can always see this. And it says, “Never mind tomorrow. Today is the day.” And he loves that because there are days where we want to procrastinate, or there are days where we just don't have the energy. And he likes reminding himself that today's the day and today is the day that he can move his business forward, he can help a customer out, he can do something nice for somebody, and you never know what tomorrow brings, or even if tomorrow brings and so that's a quote that's definitely stuck with him for a while.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links   The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share by Dan Gingiss Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media by Dan Gingiss They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing and Today's Digital Consumer by Marcus Sheridan Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer   The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Just Some Podcast for Advanced Practitioners
Best & Worst NP Week Gifts

Just Some Podcast for Advanced Practitioners

Play Episode Listen Later Nov 15, 2021 52:49


Happy NP Week to all the NPs out there working hard during the pandemic.  In this lighthearted episode, we first discuss some of the statistics from AANP regarding APRNs in the US and end by turning the show over to you via our social media outlets.  We asked "What's the Best and Worst NP week gift you have received?" and you did not disappoint as we had several to discuss from a pill container of candy to box seats to a professional sports game.   In our Story That You May Have Missed, we discuss a pharmacist trading drugs for favors.  Don't forget Nurse Podcon is just around the corner.. November 20th in Nashville, TN.  Tickets available at goodnursebadnurse.com and use code JustSomePodcast for 25% off in person and virtual tickets.  Make sure you listen to the end of the episode for a special treat in regards to Nurse Podcon. This episode is sponsored by EKOHealth.com You can get $50 dollars off any stethoscope with code JSP from now until the end of the year!!   Just Some Podcast Social Media www.facebook.com/justsomepodcast www.twitter.com/justsomepodcast www.instagram.com/justsomepodcast Huge shoutout to Falcon Five-O for use of their music "Hard Living" and "Failure's Not the Same Without You".

The Learning Leader Show With Ryan Hawk
446: Fred Reichheld - Asking The Right Questions, Loving Your Customers, & Living A Meaningful Life

The Learning Leader Show With Ryan Hawk

Play Episode Listen Later Nov 15, 2021 62:40


Text LEARNERS to 44222 to read my new book, The Pursuit of Excellence, early. Full show notes at www.LearningLeader.com Twitter/IG: @RyanHawk12    https://twitter.com/RyanHawk12 red Reichheld is the creator of the Net Promoter Score system of management. Also known as “NPS.” NPS is used in two-thirds of Fortune 500 companies. Fred has worked at Bain and Company since 1977. He is also the best-selling author of five books, including his most recent, “Winning On Purpose.” Fred graduated with Honors both from Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978). Notes: The ultimate question: “How likely are you to recommend this brand to a friend or colleague?” Fred views "Net Promoter Score" as "Net Lives Enriched." “At Bain, we came to realize through our own experience that the frontline team leader sets the tone, models the values, sets the priorities, and balances individual needs with team needs. Given this critical importance, we select leaders with great care and invest heavily in their training and coaching.” The difference between good profits and bad profits. Play the long game. It's not helpful to earn a profit from someone who had a bad experience. Negotiation - Try to give the other person as much as possible. The story of the Costco CEO sharing the extra profits with others... Think about how you can do this in your negotiations with family, friends, and work colleagues. The Costco leaders always think of how they can put they can love on their customers How can you turn someone from a detractor to a promoter? Pleasantly surprise your customer The Certa Pro Painters example - They train their teams to seek out opportunities for acts of kindness. For example, when they are on a ladder up high painting a wall and notice a light bulb is out, they will put in a new light bulb (for free). They go out of their way to surprise and delight their customers. Richard is a big believer in the golden rule: Treat others as a loved one should be treated. When customers feel loved, they come back, and they tell all of their friends. "You want a workforce that is inspired to treat others as loved ones." "The leader's job is to love their team." Front line leaders -- Make sure you're constantly getting feedback. Dr. Martin Luther King Jr. - "Everyone can be great because everyone can serve." Earned growth rate - Warby Parker - 90% of their business through referrals Joe Girard - The top-selling car sales professional of all time - "I hope you get a lemon." "What! Why would you want me to get a bad car?" "Because then I get a chance to show off. I will give you the best customer service experience of your life. And after I do that, you'll buy cars from me for the rest of your life. And you'll tell all of your friends and family to do the same." Good profits - Earn from promoters Bad profits - Profits from detractors "You don't deserve profits unless the customer is happy." “Where there is individual accountability, things get done. Measure is another magic word: what gets measured creates accountability. With no standard, reliable metric for customer relationships, employees can't be held accountable for them and so overlook their importance.” “These companies manage to balance the need for profits with the overarching vision of providing great results for customers and an inspiring mission for employees.” How to sustain excellence? Think of NPS as your moral compass Great leaders create a community by living the golden rule Enrich the lives you're responsible for Life advice: Your WHO - The people you spend your life with are everything Only invest in places where you can bring something of value

SOUNDFOOD
THE INFINITE GARDEN | Art, Slowness, Blockchain, and Unity Consciousness with Lani Trock

SOUNDFOOD

Play Episode Listen Later Nov 11, 2021 133:27


Today we reimagine the future of humankind in the most exquisitely loving and joyful way.    We are honored to welcome Lani Trock, a brilliant force in thought, devotion, vision and creativity to SOUNDFOOD.  A multi-disciplinary artist based in Los Angeles, Lani works with the ephemeral to facilitate planetary evolution, from seed to spirit. We explore her vision for a future post-capitalist society that is founded on collaboration, kindness, abundance, unity consciousness, and harmony; and which utilizes  an ecological worldview, artistic freedom,  blockchain technology and decentralized protocols to reflect the truth of what we are: an interconnected, symbiotic organism, in which each of us equally essential to the collective whole.    Lani discusses the intention behind her current solo exhibition and so we blossom gently into the infinite garden which is on view at the Philosophical Research Society  through December 3rd. The installation is Lani's latest offering of the national peace service (NPS), an ongoing project founded by the artist in 2017 which transforms radical thought experiments into tangible, temporary expressions to inspire our collective liberation.    Lani gracefully outlines the quickly evolving world of blockchain technology for us, explains why NFTs are important for artists, and how a decentralized web ecosystem (web3) can change the world. All the while gently inviting us to move and create at our own authentic pace and lean into deep patience and slowness when needed.    We love you, Lani.    Mentioned In This Episode:  Leaving Records Charles Eisenstein  GitcoinDAO Bucky Fuller Free Food  Open Source Community Choir web3edu   Where to find Lani  lanitrock.com | Instagram | Twitter | Newsletter | The Philosophical Research Society | Infinite Garden | The Bridge |   Upcoming Programming   SAT 11.13.21 the bridge & open dialogue, co-facilitated by Celeste B. Young the bridge is a practice of collective self-inquiry, to cultivate peace within, building pathways between heaven and earth. open dialogue is a safe space to discuss and share our somatic, spiritual and philosophical experiences, through meaningful conversations together in community.   FRI 11.19.21 tend to care & open dialogue, co-facilitated by Summer Bowie & Tulpa tend to care is a durational performance, occurring throughout the exhibition, during which the installation will evolve and shift shape as a living, breathing, ever-blossoming garden & sanctuary, mirroring the mycelial networks of web3.  FRI 12.4.21 the galactic wave, co-facilitated by Nate Mercereau & Josh Johnson the galactic wave is a participatory music and movement performance, to awaken the innate awareness of our fundamental interconnectedness, tipping the scales towards our continuous evolution into unity consciousness. SUPPORT  Everything and anything you can do to support us right now helps us continue to share these conversations with the world. Send positive energy, DONATE TO US, leave us a review or share this episode with loved ones! We appreciate you.   NOURISHMENT  This episode is made possible by your donations and the symbiotic support of our partners:   Living Libations: enter the code SOUNDFOOD15  for 15% off at livinglibations.com the most divine botanical beauty products!   Rainbo: enter SOUNDFOOD15 for  15% off all medicinal mushroom magic on rainbo.com   Christy Dawn: use the code NITSAC15 for 15% off their farm to table dresses on christydawn.com    Living Tea: enter SOUNDFOOD for 10% off all tea nourishment from livingtea.net   MIKUNA: enter the code SOUNDFOODFAMILY for 25% off first purchase and  30% off subscriptions from mikunafoods.com chocho bean regeneratively grown in the Andes!   CONNECT  @soundfoodspace @nitsacitrine  TELEPORTAL tune in via text for high vibrational updates @ 1-805-398-6661  MERCURIAL MAIL (our monthly newsletter) WEB P.S. If you feel inspired to Leave us a review on APPLE PODCAST  we would be eternally grateful!

Becoming A Stress-Free Nurse Practitioner
Ep #41: The Job Interview Process [NP STUDENT]

Becoming A Stress-Free Nurse Practitioner

Play Episode Listen Later Nov 10, 2021 12:21


I'm giving you my top tips and recommendations for how to be best prepared for a job interview. I'm sharing the types of questions that will likely be asked, where new NPs often get caught out in the interview process, and how you can begin practicing your interview skills right now.    Get full show notes and more information here: http://www.stressfreenp.com/41

NP Pulse: The Voice of the Nurse Practitioner (AANP)
38. NP Leadership - Going the Extra Mile: Beth Haney

NP Pulse: The Voice of the Nurse Practitioner (AANP)

Play Episode Listen Later Nov 9, 2021 31:57


Today we welcome the 2020 Mayor and current Councilperson for the city of Yorba Linda, CA, nurse practitioner Beth Haney. Dr. Haney will share her unique journey into local public service and provide tips for NPs looking to follow suit.   Resources from this episode: Join AANP Today and Save using code NPWEXTRA: aanp.org/npwextra Full Practice Authority Journal Article: npjournal.org NP Week: aanp.org/npweek

NP Pulse: The Voice of the Nurse Practitioner (AANP)
37. NP Leadership - Going the Extra Mile: Frank Manole

NP Pulse: The Voice of the Nurse Practitioner (AANP)

Play Episode Listen Later Nov 8, 2021 36:35


Frank Manole is a health system executive serving as Vice President of Operations at Avance Care. Today he shares with us his views on leadership and the unique advantages that NPs have as health care administrators.   Resources from this episode: Join AANP Today and Save using code NPWEXTRA: aanp.org/npwextra NP Week: aanp.org/npweek

The Nurse Practitioner - The Nurse Practitioner Podcast

In this episode of The Nurse Practitioner Podcast, Louise Kaplan, PhD, ARNP, FNP-BC, FAANP, FAAN discusses safe consumption sites.

GovExec Daily
The Law Enforcement Staffing Problem at the National Park Service

GovExec Daily

Play Episode Listen Later Nov 1, 2021 15:58


Federal law enforcement takes many forms, from the U.S. Marshals to FBI agents to Bureau of Prisons employees. But often overlooked are the U.S. Park Rangers of the National Park Service. They are the ones who are the front line of law enforcement in the hundreds of parks, monuments, recreation areas and other units of the National Park System. These rangers are facing diminishing numbers , a greater workload, and a lack of equipment and training, creating an increasingly dangerous situation.  Paul D. Berkowitz is a retired National Park Service supervisory special agent. He's also the author of a post on our site right now headlined “The Law Enforcement Staffing Crisis at the National Park Service.” He joined the podcast to discuss his post and the situation at NPS.

Dave Wakeman's The Business of Fun Podcast
We discuss 7 ways to kick start better ticket sales TODAY!

Dave Wakeman's The Business of Fun Podcast

Play Episode Listen Later Oct 26, 2021 19:02


It is me, solo, today.  I'm talking about 7 ways to kickstart your ticket sales again.  Check out my friends at Booking Protect. www.bookingprotect.com The Talking Tickets survey results will be coming out in the next few days and the biggest challenge for most organizations in getting people to buy tickets is COVID concerns. Refund protection has been a key tool in helping ease that challenge for a lot of organizations, check out Booking Protect to find out more.  A few episodes back, we talked with Simon Servino. He talked about the value of NPS scores and a few months ago, I chatted with Patrick Ryan about NPS and how Eventellect has used NPS to help understand how they can deliver value to their customers. So we came together to put together a worksheet that explains NPS and teaches you how to do a survey of your own. Email me to get your copy dave@davewakeman.com Visit my site and get 'Talking Tickets' my weekly newsletter: www.davewakeman.com

Nurse Becoming
NP Fellowships: Pros and Cons

Nurse Becoming

Play Episode Listen Later Oct 26, 2021 20:04


Thinking about joining an NP fellowship or residency program? Is it a good option for NP students or new grad NPs?    Today I'm sharing the main pros and cons of saying “yes!” to a residency program. I also share my personal experience planning & leading a fellowship and where to find fellowship programs near you!   Read today's show notes for more info and links from today's episode: https://www.theresumerx.com/072

National Parks Traveler Podcast
National Parks Traveler: Charles Sams, nominee to be NPS director

National Parks Traveler Podcast

Play Episode Listen Later Oct 24, 2021 49:02


The Senate Energy and Natural Resources Committee questioned Mr. Sams this past week during his confirmation hearing. He's an interesting nominee. He's from outside the National Park Service, and if confirmed he would be the first Native American director of the Park Service. Discussing his nomination are Phil Francis of the Coalition to Protect America's National Parks, and Kristen Brengel of the National Parks Conservation Association.

NP Pulse: The Voice of the Nurse Practitioner (AANP)
35. Health Economics and the NP Workforce

NP Pulse: The Voice of the Nurse Practitioner (AANP)

Play Episode Listen Later Oct 20, 2021 40:18


Dr. Peter Buerhaus, a well-known nurse practitioner, healthcare economist and author of NPs: A Solution to America's Primary Health Care Crisis, discusses the important role that NPs play—and the value that they bring—to America's health care system.   Resources from this episode: NPs: A Solution to America's Primary Health Care Crisis: aei.org AANP Research Resources: aanp.org/research $101 million to Montana State University school of nursing: montana.edu   Join AANP Today: join.aanp.org

Dave Wakeman's The Business of Fun Podcast
Giles Edwards tells me what "proper marketing" really is. We also talk a bit of Spurs!

Dave Wakeman's The Business of Fun Podcast

Play Episode Listen Later Oct 19, 2021 87:17


My guest today is Giles Edwards from Gasp in London!  We cover a lot of ground and this might be the longest podcast episode in the history of the pod, but it is totally worth it because we cover so much territory like what is proper marketing, strategy before tactics, pricing, ads, brand, and a lot more.  Visit Giles' website at www.gasp4.com and get one of the books that they've worked on like Delusions of Brandeur, Adele Writes an Ad, or How Brands Blow.  Fill out the podcast and newsletter survey to help me deliver more and better value, guests, and ideas. It will take you two minutes and it will help me tremendously.  Get over to my website: www.davewakeman.com and sign up for the newsletter that's FREE and filled with ideas, analysis, and action items to help your business recover.  Hook up with my friends at www.bookingprotect.com to find out how refund protection can give your customers peace of mind and deliver new revenue for your business. Since lockdowns have eased and ended, we've seen customers taking up refund protection at a rate of between 30-70% a month...which is a huge jump from before the pandemic. So talk to the team at Booking Protect and find out how you can add refund protection to your offering.  In this episode, we talk about NPS score. A few months back, I chatted with Patrick Ryan from Eventellect about NPS and customer research. We came together to create an NPS worksheet that you can get by emailing me at Dave@DaveWakeman.com Hook up with my friends at Activity Stream. The Activate email marketing platform is a great tool to help you re-engage with your customers now. So hook up with Martin and the team to find out how you can use email to reconnect with your audience and get back to creating magical moments for your audience. 

Travel Time
33 - Mother/Son Road Trip 2 - Fort Necessity

Travel Time

Play Episode Listen Later Oct 16, 2021 11:25


My youngest and I set out on a road trip - first stop Fort Necessity - George Washington's First battle and only surrender and the start of the French and Indian War.  I share some of the history and context of the battle and our stop there on the way to Antietam.

Curiosity Daily
Overfeeding Dogs, Suffrajitsu, and Does Wind Affect Sound?

Curiosity Daily

Play Episode Listen Later Oct 15, 2021 16:15


Learn how to avoid overfeeding your dog; whether wind affects sound; and how Suffrajitsu helped women win the right to vote. Please vote for Curiosity Daily in the 2021 Discover Pods Awards! We're a finalist for Best Technology & Science Podcast. Voting closes today, and it only takes a few seconds. Thank you! https://awards.discoverpods.com/vote/ More from Rodney Habib and Dr. Karen Shaw Becker: Pick up "The Forever Dog: Surprising New Science to Help Your Canine Companion Live Younger, Healthier, and Longer": https://foreverdog.com/about/ Dr. Karen Becker on Facebook: https://www.facebook.com/doctor.karen.becker  Rodney Habib on Facebook: https://www.facebook.com/rodneyhabib  Follow @drkarenbecker on Instagram: https://www.instagram.com/drkarenbecker/  Follow @RODNEYHABIB on Instagram: https://www.instagram.com/RODNEYHABIB/  Follow @drkarenbecker on Twitter: https://twitter.com/drkarenbecker  Follow @rodneyhabib on Twitter: https://twitter.com/rodneyhabib  Rodney Habib on YouTube: https://www.youtube.com/channel/UCXVR-WWoQ6J4kZNmPwdZkNQ/videos  Is sound affected by wind? by Ashley Hamer (Listener question from Oliver in Glen Ellyn, Illinois) Effect of Wind on Sound Transmission. (2018). Sciencing. https://sciencing.com/effect-wind-sound-transmission-23531.html  ‌softdb. (2019, May 14). The Effect of Wind and Temperature Gradients on Sound Waves | Soft dB. Soft DB. https://www.softdb.com/effect-of-wind-and-temperature-gradients-on-sound-waves/ More from this author. (2020, April 22). How Does The Speed Of Wind Affect Sound Waves Travelling Through It? Science ABC. https://www.scienceabc.com/pure-sciences/does-the-speed-of-wind-affect-how-fast-sound-waves-travel-through-it.html  ‌Why Is It So Loud Today? Understanding How Weather Affects Traffic Noise Levels in Your Community. (2015). https://wisconsindot.gov/Documents/doing-bus/eng-consultants/cnslt-rsrces/environment/trafficnoiseweather.pdf Wisconsin Department of Transportation. British women like Edith Garrud and Emmeline Pankhurst won the right to vote in part by using martial arts by Steffie Drucker women's suffrage | Definition, History, Causes, Effects, Leaders, & Facts | Britannica. (2021). In Encyclopædia Britannica. https://www.britannica.com/topic/woman-suffrage  ‌Ruz, C. (2015, October 5). “Suffrajitsu”: How the suffragettes fought back using martial arts. BBC News; BBC News. https://www.bbc.com/news/magazine-34425615  ‌Keegan, H. (2018, February 6). Everything you need to know about the awesome art of Suffrajitsu. Stylist; The Stylist Group. https://www.stylist.co.uk/visible-women/suffragettes-votes-for-women-suffrajitsu-fighting-ju-jitsu/188142  ‌Tao Tao Holmes. (2015, November 3). The Suffragettes Who Learned Martial Arts to Fight for Votes. Atlas Obscura; Atlas Obscura. https://www.atlasobscura.com/articles/suffrajitsu ‌ Did You Know? Suffragist vs Suffragette (U.S. National Park Service). (2020). Nps.gov. https://www.nps.gov/articles/suffragistvssuffragette.htm  ‌ How Mary Poppins Softened the Image of the Suffragette - JSTOR Daily. (2015, October 28). JSTOR Daily. https://daily.jstor.org/mary-poppins-softened-image-suffragette/  ‌Stevenson, A. (2018, December 11). Will the new Mary Poppins film acknowledge the suffragettes' success? The Conversation. https://theconversation.com/will-the-new-mary-poppins-film-acknowledge-the-suffragettes-success-106771  Follow Curiosity Daily on your favorite podcast app to learn something new every day withCody Gough andAshley Hamer. Still curious? Get exclusive science shows, nature documentaries, and more real-life entertainment on discovery+! Go to https://discoveryplus.com/curiosity to start your 7-day free trial. discovery+ is currently only available for US subscribers. See omnystudio.com/listener for privacy information.

Dave Wakeman's The Business of Fun Podcast
Simon Severino talks about doubling sales in 90 days!

Dave Wakeman's The Business of Fun Podcast

Play Episode Listen Later Oct 13, 2021 54:57


My guest today is Simon Severino, CEO of StrategySprints.com. We had a great conversation about pricing, strategy, sales acceleration and more.  Let me know what you think about the newsletter and podcast, it helps me give you even better content.  Check out Booking Protect. The consumer purchase data is clear, folks want the peace of mind that refund protection offers them. Depending on the month, between 30-70% of customers have taken up refund protection since tickets have gone on sale after lockdowns. That's up from around 10-15% before the pandemic. That's a dramatic shift in behavior.  In this episode, we talk about NPS score. A few months back, I chatted with Patrick Ryan from Eventellect about NPS and customer research. We came together to create an NPS worksheet that you can get by emailing me at Dave@DaveWakeman.com Hook up with my friends at Activity Stream. The Activate email marketing platform is a great tool to help you re-engage with your customers now. So hook up with Martin and the team to find out how you can use email to reconnect with your audience and get back to creating magical moments for your audience.  Simon Severino and I talk about a bunch of cool stuff today like: * the power of processes * Measuring the correct things * How you can grow your business in just 90 days with the right focus * Pricing power And, more.  You can check out Simon's business at www.strategysprints.com    

Real World NP
Diagnostic approach to dizziness

Real World NP

Play Episode Listen Later Oct 13, 2021 15:46


Dizziness alone accounts for about 5% of all primary care office visits in the US. 5%! That's a huge number. But as a chief complaint, dizziness is somewhat nebulous. The causes of dizziness can run the gamut from annoying-but-benign to yikes-let's-get-you-to-the-ER. So how do you sift through all the possibilities and uncover what's really going on with your patient? In Diagnostic Approach to Dizziness, we walk NPs through the basics of assessing patients who are experiencing dizziness. We talk about:✅ The four buckets of ideologies that your patient's dizziness might fall into ✅ The critical patient history questions. (And why it's important to drill down on what patients mean when they say they're CONSTANTLY dizzy.) ✅ The diagnostic steps and key physical tests to run (and how to do them in a not-scary way for your patients!)

Power Producers Podcast
Scaling Through Systems and Automation With Katherine Ternes

Power Producers Podcast

Play Episode Listen Later Oct 11, 2021 57:28


In this episode of The Power Producers Podcast, David Carothers and co-host Kyle Houck interview Kat Ternes, Vice President of Revenue at AgencyZoom. Kat discusses the value of automation in helping teams be more consistent and effective. Episode Highlights: Kat shares her background. (10:23) Kat discusses the concept of AgencyZoom, the marketplace goals, and who they are looking to cater to. (18:53) Kat discusses their sales and retention module, and how the automation would work around the policies. (20:21) Kat explains that they use automation instead of just campaigns, which makes them more versatile. (23:48) Kat mentions that AgencyZoom uses Hubspot and Salesforce (25:54) Kat explains that automation is meant to make a team more consistent and hence more productive, as well as to allow them more time in their day to spend with the clients. (29:30) Kat explains the difference between CSAT and NPS. (38:24) Kat mentions that AgencyZoom has a full pinback module in their product. (41:38) Kat shares what she thinks will happen in the automation. (42:44) Kat shares how they celebrate a new sale. (45:01) Kat mentions that AgencyZoom has created an internship cohort that spans the entire state of Ohio. (48:00) Tweetable Quotes: “We're using automation instead of just campaigns. So that helps a lot for us to be a little bit more versatile.”  - Katherine Ternes “Automation is meant to make your team more consistent and thus more effective and to give them more time in their day back to spending it with your customers.” - Katherine Ternes “If we don't track service, we're not close to doing the whole picture to be able to run our agencies as a business.” - Katherine Ternes Resources Mentioned: Katherine Ternes LinkedIn AgencyZoom David Carothers Kyle Houck Florida Risk Partners The Extra 2 Minutes

The Disruptive Entrepreneur
Key Business Metrics For Fast Growth (WARNING)

The Disruptive Entrepreneur

Play Episode Listen Later Oct 10, 2021 23:02


“You cannot master what you do not measure” In this episode, Rob is warning you to ensure you are measuring all the key metrics in your personal finances and in your business. There are certain metrics that are essential in growing both your personal and business finance and if you are not tracking these well, it could lead to failure. KEY TAKEAWAYS  You need a yearly set of management accounts, which are your abbreviated or estimated profit and loss of your business. You can start with a generic set and then tailor it to fit. To measure your assets and liabilities you need a balance sheet – it is essential to track. You need to know how much revenue each of your employee generates, you need 1-2 times return on an admin staff member but someone who works in sales should be generating at least 5 times more than their salary. Staff turnover can create major changes in your revenue and cash flow. Track your staff tenure rate, if it is below the average for your sector then you need to look at why this is. If you measure your refund rate you then know if it needs to be lower. A lower refund rate means a leaner and more profitable business. A NPS score is essentially a satisfaction score- either for your customers or your staff. It is a scale of 0-10 and is based on a survey you ask customers and/or employees to fill out. BEST MOMENTS  “If you are not seeing a full set of management accounts…you do not know what is going on in your business” “You need to know the revenue generated per staff member in your company” “The average tenure for staff members is only 2 years”   VALUABLE RESOURCES https://robmoore.com/ bit.ly/Robsupporter https://robmoore.com/podbooks ABOUT THE HOST Rob Moore is an author of 9 business books, 5 UK bestsellers, holds 3 world records for public speaking, entrepreneur, property investor, and property educator. Author of the global bestseller “Life Leverage” Host of UK's No.1 business podcast “The Disruptive Entrepreneur” “If you don't risk anything, you risk everything”   CONTACT METHOD Rob's official website: https://robmoore.com/ Facebook: https://www.facebook.com/robmooreprogressive/?ref=br_rs LinkedIn: https://uk.linkedin.com/in/robmoore1979 See omnystudio.com/listener for privacy information.

TubbTalk - The Podcast for IT Consultants
[93] The Most Important KPIs to track for Your MSP Business Growth

TubbTalk - The Podcast for IT Consultants

Play Episode Listen Later Oct 10, 2021 81:41


In this episode, Richard talks to Todd Kane, an MSP consultant who helps businesses in the IT space to grow and scale. Todd was the VP of Operations for Fully Managed and served in the lead technology teams for several of the largest and high growth companies in Western Canada. He knows everything there is to know about KPIs for MSPs.  Richard and Todd talk about the typical challenges MSPs face when they come to Todd for help, what to do if the issue in a business is the owner not the tools, and why customer service is vital.  They also discuss the KPIs every MSP should track and how many to monitor at any one time. Todd shares his favourite tools for tracking, and he also explains which financial metrics to keep an eye on. He also talks through ticketing and how to resolve issues, and using CSAT in your MSP. Mentioned in This Episode https://www.tubblog.co.uk/techtribe/ (The Tech Tribe) https://powerbi.microsoft.com/en-gb/ (Power BI) Cognition 360 https://www.tubblog.co.uk/pax8/ (Pax8) https://www.sellmymsp.com/ (Sell My MSP) Bright Gauge https://www.connectwise.com/theitnation/evolve/peer-groups (ConnectWise Evolve) Paul Dippell TubbTalk 31 with Paul Dippell https://www.tubblog.co.uk/smileback/ (SmileBack) https://www.tubblog.co.uk/events/leverage-feedback-drive-growth/ (SmileBack Webinar - Leveraging Feedback to Drive Growth) https://www.youtube.com/watch?v=wsjXF8KQRWs (SmileBack Webinar - How to use NPS to Improve Your Business) https://www.youtube.com/watch?v=tlFTdnoNWpk (Running Smarter NPS Campaigns with SmileBack) https://gettingthingsdone.com/ (David Allen GTD) https://www.tubblog.co.uk/podcasts/productivity-healthy-habits-and-getting-things-done-tubbtalk-50/ (TubbTalk 50 with Dave Allen)

Dave Wakeman's The Business of Fun Podcast
Derek Palmer talks about distribution and the execution of strategy through technology

Dave Wakeman's The Business of Fun Podcast

Play Episode Listen Later Oct 5, 2021 47:14


Get on my email list and never miss my latest thinking on marketing and selling tickets at http://talkingtickets.substack.com Find out how you can create a new revenue stream and give your customers peace of mind by offering them refund protection at www.bookingprotect.com I put together a NPS worksheet with the folks at Eventellect. Find out how three questions can change your understanding of your business. Send me an email at dave@davewakeman.com The Activate email marketing system will help you reconnect with your audience. Visit www.activitystream.com I've got a returning guest, Derek Palmer, to talk about his new role with Project Admission.  We cover technology in tickets and the way that folks can use technology to help with the expression of their strategy.  We also cover some of the changes and trends in the industry including demand generation, influencers, and a lot more.  Help the podcast and newsletter out by offering up your opinions. 

The Nurse Practitioner - The Nurse Practitioner Podcast

In this episode of The Nurse Practitioner Podcast, Jamille Nagtalon-Ramos, EdD, WHNP-BC, IBCLC, FAANP discusses Filipino American Nurses.

Adrian Swinscoe's RARE Business Podcast
The only thing that limits you on a no code platform is your imagination - Interview with Pierce Buckley of babelforce

Adrian Swinscoe's RARE Business Podcast

Play Episode Listen Later Oct 1, 2021 61:41


Today's interview is with Pierce Buckley who is an automation and CX expert plus the CEO and Co-founder of babelforce. Pierce joins me today to talk contact centres, customer service, customer experience, AI, the schmai-i bit, busting a few myths around the whole tech and service space, no-code platforms, what that really means, what's the difference between RPA and no-code and how organisations should be approaching and leveraging AI and no-code in their business, particularly when it comes to improving customer service/experience. This interview follows on from my recent interview – The metric that is more important than NPS and CSAT – Interview with Shep Hyken — and is number 404 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at babelforce for sponsoring my podcast this month.

NursePreneurs
The Flourish Center

NursePreneurs

Play Episode Listen Later Sep 30, 2021 25:30


This week's guest Jen Owen is an Integrative Medicine Nurse Practitioner and the owner of The Flourish Center. With nearly thirty years of experience as an herbalist, Jen decided early on to pursue a career in nursing to learn more about patient care, eventually becoming an NP. She also has an entrepreneurial spirit which led her to starting two practices in the last eight years--one in Indiana and now her current practice in Oregon. Jen describes functional medicine as using in-depth methods to uncover the “physical roots” of health problems. While functional medicine is effective, it's still not widely accepted, even though most integrative practices are scientifically proven. Through The Flourish Center, Jen pushes past the perceptions of functional medicine and works with her clients to identify the root of health issues so her clients can live happier and healthier lives. Once word got out about Jen's experience starting and selling her own practices, other NPs began to seek her advice on how to start their own successful practices. This turned out to be another business opportunity for Jen, which she transformed into a master course teaching nurses how to start their own integrative health practices. If you want to learn more about Jen and her courses you can visit www.jenowen.co or join her FREE Facebook group at https://www.facebook.com/groups/startyourownintegrativemedicinepractice. Don't Miss These Moments: Jen's experience as an NP, herbalist, and entrepreneur. What is functional medicine? Running an integrative practice during the pandemic. Teaching NPs how to start their own practice.

Dave Wakeman's The Business of Fun Podcast
Dr. Corey Gibbs comes back to talk about E3, commodities, customer service, and the 6th strongest bourbon ever produced!

Dave Wakeman's The Business of Fun Podcast

Play Episode Listen Later Sep 29, 2021 68:52


Fill out my survey to help me improve the newsletter and podcast: https://forms.gle/mDAEcSNqLW8yMq5e8 My guest today is Dr. Corey Gibbs. A guy I've known a long time has started a new business and we wanted to discuss it. Support Corey's run in NYC by giving to the Ronald McDonald House: https://charity.gofundme.com/o/en/campaign/ronald-mcdonald-house-new-york-2020-tcs-new-york-city-marathon/coreygibbs1 Check out my friends at Booking Protect: www.bookingprotect.com. Customers are taking refund protection at a rate of over 30% now, showing clearly that they desire the peace of mind that refund protection provides. Find out how you can offer refund protection while creating a new revenue stream for your organization.  Email me: dave@davewakeman.com and get the NPS worksheet I created with my friends at Eventellect. They have an amazing 77 NPS score and we teach you why that matters and how to find out your own.  Check out the Activate email marketing solution from Activity Stream. If you have been communicating with your audience through the pandemic, great! If you haven't, what are you waiting on? Either way, Activate will help you communicate more effectively. Visit www.activitystream.com to find out more.  Get everything Dave Wakeman at Linktree: https://linktr.ee/DaveWakeman

Real World NP
Interview with an Orthopedic Nurse Practitioner

Real World NP

Play Episode Listen Later Sep 28, 2021 54:31


It's super common for new NPs — and experienced ones — to get anxious when encountering orthopedic complaints. It's a conundrum — on one hand, it seems like it should be simple. After all, you can feel all the musculoskeletal body structures right there. But at the same time, there are so many (SO MANY!) nuances to each body part. And there's a lot of ortho lingo to wrap your head around. That's why it's helpful to understand exactly what an orthopedic nurse practitioner does — and what that means for working in primary care.So sit back and enjoy — this week, orthopedic nurse practitioner, Yessica Salazar, has stopped by to talk ortho with us...and left behind so many great clinical pearls that I just know will help you in your daily practice: ✅ How to order knee X-rays the right way✅ Her approach to medications for orthopedic complaints✅ Non-invasive treatment options for patients See acast.com/privacy for privacy and opt-out information.

The Toxpod
NPS Update

The Toxpod

Play Episode Listen Later Sep 26, 2021 37:32


Keeping up to date with New Psychoactive Substances is hard! We've assembled a crack team of experts to help us do just that:Michael Evans-Brown, EMCDDAConor Crean, UNODCAlex Krotulski, CFSREThese updates will be a regular part of our podcast schedule, letting you know about recent developments in NPS markets, detection and harms. In this episode we discuss Early Warning Systems and potential changes in the synthetic cannabinoid market. Some info on the new class of OXIZID SCRAs The UNODC Tox-Portal - get involved! Contact us at toxpod@tiaft.orgFind out more about TIAFT at www.tiaft.orgThe Toxpod is a production of The International Association of Forensic Toxicologists. The opinions expressed by the hosts are their own and do not necessarily reflect the views of TIAFT.

Yet Another Value Podcast
The Bear Cave is Watching $YOU

Yet Another Value Podcast

Play Episode Listen Later Sep 24, 2021 49:29


Edwin Dorsey, founder of The Bear Cave, discusses his bearish note on Clear Secure (YOU). Bulls think Clear is a product members love with a clear moat and a long growth runway; Edwin sees a company with lots of consumer complaints that has been around for almost two decades and is still losing money while losing economics to key partners like airports. The Bear Cave's YOU note: https://thebearcave.substack.com/p/pr...My Clear tweet thread: https://twitter.com/AndrewRangeley/st...Edwin's first podcast appearance: https://twitter.com/AndrewRangeley/st...Chapters0:00 Intro1:20 Clear Overview3:25 What is the crux of the bear thesis?4:55 What's wrong with Clear's business model?9:20 Why won't American partner with Clear?11:45 Discussing the San Jose concession13:55 Clear's NPS score vs. their BBB rating21:10 How Clear calculates their member count23:15 Are Clear's churn numbers as good as they look?27:00 Clear's strategic fit in bundles29:55 Clear's growth opportunities33:20 Why wouldn't Apple or Google win the "entry" game versus Clear?34:15 Is Clear a COVID beneficiary?36:30 Can clear become a 12x/day product?41:20 Clear's history of retaining key partners43:30 Will Clear run afoul of airlines in the long term?48:30 Closing thoughts

Relentless Health Value
EP338: Ideas to Meet Rural Healthcare's Tough Challenges, With Nikki King, DHA

Relentless Health Value

Play Episode Listen Later Sep 23, 2021 34:28


My overarching thought throughout a lot of this interview was that improving rural health will take everyone remembering to not let perfect be the enemy of the good. If I live in rural America, there's no subspecialists. Forget about even seeing a garden-variety kind of specialist. I might have to drive hours to even get to a PCP. There are NPs (nurse practitioners) in a lot of these remote communities, but everybody's fighting over whether to let them practice independently, even in places where there's zero PCPs for hundreds of miles, effectively leaving everyone in the vicinity with basically zero access to any care. Or here's another issue: Maternal mortality in this country is not only heartbreaking—a mother dying in what should be a precious moment—it's also embarrassing as an industrialized nation to be so far in last place. I don't know this for a fact, really, but women who have to drive literally hours to see a provider during their pregnancy or—God forbid!—they go into labor unexpectedly … is that a factor in our horrific maternal mortality rates? Consider that in Canada, which has, by the way, substantially better maternal mortality rates than the USA, PCPs and NPs deliver babies in low-risk pregnancies even in areas that have access to ob-gyns, unlike a lot of rural America. When do we start wondering if we're letting perfect be the enemy of the good? When do we start considering if no access to care is worse than some access, even if the “some” access is not with, perhaps, the ideal type of provider? These are not questions with easy answers, so we need data. We need to think in shades of gray—not in binary terms where good and bad have static definitions unaltered by wildly different circumstances. That said, one way to potentially make many parties happy might be to do something like the Nuka system has done for Native Americans in rural Alaska. Listen to EP312 for more info on that. It's pretty cool.   But let's just back up a sec with a little situation analysis: The thing with rural hospitals closing—and they are surely running in the red and closing—is the very pernicious cycle that develops. A hospital closing is kind of a bellwether for a community caught in a downward spiral in ways I did not realize until my conversation with Nikki King in this healthcare podcast. The main industry shuts its doors—maybe coal, or I grew up in a steel town when they were “closing all the factories down.” That was a Billy Joel quote there, and I spent a few years as a kid in the very same Allentown that song is about. Community trauma is no joke. Oh, and also, now there's no commercial lives. So, say the hospital in that town isn't prepared for this new payer mix reality and it closes. Then maybe a few hundred doctors and nurses move away, along with their spending habits, so other jobs go away. Then the more affluent senior citizens don't move back to their hometown to retire because who wants to live in a town with no hospital? Also, young families who have a choice might choose to go elsewhere. Former population centers start to disperse, and now there's not even a population big enough to support a hospital even if one would decide to go there. And when that hospital goes, so does its maternity department—and likely, even OB/GYN practices. Forget about a laborist.   You then will have local PCPs leave town because, right, a PCP connected to a hospital can make twice as much as an indie. Reference the huge number of PCPs in this country who are employed by a health system. Most of these employed PCPs will not work in rural communities where their employer health system has no facilities to refer to. There's no jobs there for an employed physician. Obviously, no specialists can stay in business in this environment either. Things go from bad to worse: Child abuse rises, and multigenerational diseases of despair start to set in. And there's no healthcare to treat these diseases or prevent them. Things go from bad to worse to even more worse. In this healthcare podcast, I am honored and thrilled to talk with Nikki King, DHA, who offers up three community-centric ideas around solving the crisis of access that people in rural communities face. In short, these ideas include: Freestanding ERs (ERs that have the financial discipline to not take advantage of the communities they claim to serve, that is) Telehealth that recognizes broadband issues, which is possible Expanding nurse practitioner rights and maybe even the scope of PCP practices to, for example, include maternity care for low-risk pregnancies in areas that have zero or very minimal access to healthcare otherwise Here's the shorter-than-short version: Perfect can't be the enemy of the good when we're talking about some of these communities that have no healthcare options. Nikki King grew up in Kentucky in the coalfields of central Appalachia. She managed a behavioral health and addictions unit at a critical access hospital and also worked in biostatistics. She is on the board of directors of the Indiana Rural Health Association and has developed policies as a member of the National Rural Health Association, among a whole list of other achievements. Nikki is innovative and compassionate, and she understands the culture of those she serves. She talks about a few things that she worked on during the pandemic that are truly inspirational. You can learn more by emailing Nikki at king.nikki2014@gmail.com. You can also connect with her on LinkedIn and follow her on Twitter.   Nikki King, MHSA, DHA, was born and raised in the coalfields of Southeastern Kentucky. Prior to working in the healthcare industry, she worked for the Center of Business and Economic Research studying models of sustainability in rural communities with a single economic engine. She has been working at Margaret Mary Health since 2015, occupying roles in clinical statistics, as well as currently managing the behavioral health and addiction services department. In addition to her role at Margaret Mary, Nikki completed her DHA at the Medical University of South Carolina and her MHSA from Xavier University. She currently serves on the Indiana Rural Health Association's Board of Directors, the American Hospital Association's Opioid Stewardship Advisory Group, and the National Rural Health Association's Policy Congress and Government Action Committee, and as the Board Chair of Rural Health Leadership Radio Board of Directors. 05:57 How dire is the rural hospital situation right now? 06:18 How could freestanding ERs be a potential solution for rural hospitals? 08:21 What are other potential rural health access solutions? 09:25 Why is broadband a roadblock to telehealth as a solution for rural health access? 14:06 The “hot potato” of nurse practitioners in the healthcare world. 15:05 “The number of residencies for physicians each year is not increasing, but the population … is increasing.” 19:06 EP312 with Douglas Eby, MD, MPH, CPE, of the Nuka System of Care. 20:41 What's the issue with maternity care in rural America? 22:53 “As healthcare becomes more and more specialized, [the] ability to treat high-risk cases is better, but access gets worse.” 26:50 How is mental health care affected in rural communities? 27:23 “Rural communities are trying very hard to hang on to what they have.” 28:49 “When you look at the one market plan that's available in a rural community, you probably can't afford it.” 30:39 What's the single biggest challenge to moving to a model that incentivizes keeping people healthy? 31:33 “The easiest low-hanging fruit … is having national Medicaid and have that put under the same hood as Medicare.” You can learn more by emailing Nikki at king.nikki2014@gmail.com. You can also connect with her on LinkedIn and follow her on Twitter.   @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth How dire is the rural hospital situation right now? @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth How could freestanding ERs be a potential solution for rural hospitals? @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth What are other potential rural health access solutions? @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth Why is broadband a roadblock to telehealth as a solution for rural health access? @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth The “hot potato” of nurse practitioners in the healthcare world. @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth “The number of residencies for physicians each year is not increasing, but the population … is increasing.” @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth What's the issue with maternity care in rural America? @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth “As healthcare becomes more and more specialized, [the] ability to treat high-risk cases is better, but access gets worse.” @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth How is mental health care affected in rural communities? @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth “Rural communities are trying very hard to hang on to what they have.” @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth “When you look at the one market plan that's available in a rural community, you probably can't afford it.” @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth What's the single biggest challenge to moving to a model that incentivizes keeping people healthy? @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth “The easiest low-hanging fruit … is having national Medicaid and have that put under the same hood as Medicare.” @NikkiKing0911, DHA, discusses #ruralhealthcare on our #healthcarepodcast. #healthcare #podcast #digitalhealth #ruralhealth Recent past interviews: Click a guest's name for their latest RHV episode! Olivia Webb, Brandon Weber, Stacey Richter (INBW30), Brian Klepper (AEE16), Brian Klepper (EP335), Sunita Desai, Care Plans vs Real World (EP333), Dr Tony DiGioia, Al Lewis, John Marchica, Joe Connolly, Marshall Allen, Andrew Eye, Naomi Fried, Dr Rishi Wadhera, Dr Mai Pham, Nicole Bradberry and Kelly Conroy, Lee Lewis, Dr Arshad Rahim, Dr Monica Lypson, Dr Rich Klasco, Dr David Carmouche (AEE15), Christian Milaster, Dr Grace Terrell, Troy Larsgard, Josh LaRosa, Dr David Carmouche (EP316), Bob Matthews

Futurum Tech Podcast
AT&T Partners With U.S. Military on 5G Focused R&D Experiments

Futurum Tech Podcast

Play Episode Listen Later Sep 22, 2021 6:43


In this episode of The 5G Factor, a Futurum Research production, analysts Shelly Kramer and Ron Westfall discuss AT&T's partnership with the U.S. Military in a three-year R&D agreement focused on 5G experiments with the Naval Postgraduate School (NPS), the Department of the Navy's applied research university.

Adrian Swinscoe's RARE Business Podcast
The metric that is more important than NPS and CSAT - Interview with Shep Hyken

Adrian Swinscoe's RARE Business Podcast

Play Episode Listen Later Sep 22, 2021 45:50


Today's interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. Shep joins me today today to talk about his latest book: I'll Be Back: How to Get Customers to Come Back Again and Again, what an Arnie is, the metric that is more important than NPS and CSAT, the difference between a repeat customer and a loyal customer, where true empathy for the customer starts and if self-service can drive customer loyalty and a whole host of other things. This interview follows on from my recent interview – We need to start talking about experience leadership – Interview with Peter Cross — and is number 403 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at babelforce for sponsoring my podcast this month.   babelforce is the #1 most flexible platform for contact center service. Pierce Buckley, CEO and Co-founder of babelforce, and his team of telecoms veterans have created a powerful cloud communications solution focused on No-Code integration and automation. Their goal is to break down every barrier to great customer experiences by putting intuitive tools in the hands of people who live and breathe CX. Pierce and Jonathan Baer of Vonage are running a webinar on the 28th October at 11:00am CET and they will be discussing exactly how businesses are getting maximum benefit from WhatsApp, one of the fastest-growing channels for customer service. Follow this link to sign up. You don't want to miss out as you will get to see a demo of the babelforce platform in action!

The Community Corner with Beth McIntyre
How to Build A Symbiotic Relationship with Your B2B Community with Mike Rizzo

The Community Corner with Beth McIntyre

Play Episode Listen Later Sep 16, 2021 16:32


Learn more about Mike Rizzo:Mike's LinkedInMike's TwitterJoin the MO Pros CommunityEpisode resources:Learn More About CMX Summit 2021: RiseBook Tickets for CMX Summit 2021: RiseIf you enjoyed this episode then please either:Subscribe, rate, and review on Apple PodcastsFollow on Spotify

Up Next In Commerce
Seeing Clearly: How KITS Co-founder Roger Hardy has found repeated success in the DTC Eyewear Space through a customer-first approach

Up Next In Commerce

Play Episode Listen Later Sep 14, 2021 42:01


Imagine this… it's 1999, and you and your sibling decide to start an ecommerce company with just a phone line, a 14k modem, a ping pong table, and a credit card. You build a website, find a product that has unnecessary margins, and decide to just.. do it better yourself. Feeling bullish on this ending? Well we are. Because that's exactly what Roger Hardy did when building his first company called Coastal Contacts, which grew to be the world's largest omni channel eyewear retailer. The success couldn't be ignored, and soon after, Coastal was acquired. But one part of that sibling duo, Roger Hardy, couldn't stay away from the eyewear game forever. He re-entered the space in 2019 with his new company, Kits.com, and by the end of 2021 the business will have already eclipsed $100 million in revenue.On this episode of Up Next in Commerce, Roger and I got to chat about some of his secrets to success in the D2C world of eyewear. We dove into the importance of vertical integration, what the link is between a company's NPS and its valuation, and how to think about hiring if you want to go from 1 to 25 to 100 to 300 and beyond. Enjoy this episode!   Main Takeaways:Who's In Control?: Vertical integration has been a hallmark of many successful DTC eCommerce companies. When you control all the levers of production, you not only can cut costs and offer customers prices they will love, you also no longer have to worry about delays or logistics problems that otherwise would be out of your control and set you back for untold periods of time.Blend It Together: While you might have an idea of what you want to sell, if you focus only on offering your own premium products, you leave out an entire customer base that might be looking for something a bit different. By offering all kinds of products, you open the door to other customers who might not have found you otherwise. Then, once they are in the funnel, you can blow them away with a quality experience so they keep coming back for more, which is when you can present them with your product options.Beyond Basic: As you begin to scale, there comes a point when you have to think bigger than just hiring to fill roles. Even if the person is smart and a cultural fit, the aim needs to shift to attracting and hiring people who are the best in the world in every department.For an in-depth look at this episode, check out the full transcript below. Quotes have been edited for clarity and length.---Up Next in Commerce is brought to you by Salesforce Commerce Cloud. Respond quickly to changing customer needs with flexible Ecommerce connected to marketing, sales, and service. Deliver intelligent commerce experiences your customers can trust, across every channel. Together, we're ready for what's next in commerce. Learn more at salesforce.com/commerce---For a full transcript of this interview, click here.  

Software Social
A Tour Through Struggle: Cam Sloan, Founder of Hotscotch Product Tours

Software Social

Play Episode Listen Later Sep 14, 2021 52:45


Send Cam some love and support! https://twitter.com/SloanCamCheck out Hopscotch: https://hopscotch.club/ Michele Hansen  0:01  This episode of Software Social is brought to you by Reform.As a business owner, you need forms all the time for lead capture, user feedback, SaaS onboarding, job applications, early access signups, and many other types of forms.Here's how Reform is different:- Your brand shines through, not Reform's- It's accessible out-of-the-box... And there are no silly design gimmicks, like frustrating customers by only showing one question at a timeJoin indie businesses like Fathom Analytics and SavvyCal and try out Reform.Software Social listeners get 1 month for free by going to reform.app/social and using the promo code "social" on checkout.Michele Hansen  0:01  So today, I'm so excited we have a friend joining us, Cam Sloane. Hello, Cam. So we invited you on today because you had tweeted the other day about how you're kind of feeling stuck right now. And we're like, you know what? Maybe we like we can chat about it and help you get unstuck.Cam Sloan  1:17  Yeah, that was, I guess, shout out to Aaron Francis, who kind of like just was like, Hey, bring him on. And, and I was like, Yeah, let's do it. That'd be awesome. And I think that, you know, just speaking that tweet, it really seemed to resonate with a lot of other people, like other founders who are trying to do this. And because I had an outpouring of, you know, comments and support, and DMS, from people I don't know, and people that I do know and invite stuff like this show and stuff to just like, it's amazing, the community that has reached out to kind of say, like, well, all sorts of things I'm sure we'll get into today. So it's been really nice to it's always nice to have that because sometimes you're just going at this and you feel like super alone. So for context, I just feel kind of stuck in like, you know, do I keep going do I switch to something else? Or do I? You know, yeah, like, I've contemplated like just doing contract work. And you know, just make money that way, because it's a bit easier. So all sorts of stuff that is going through my head over the past few months? Because it's just slow, slow going.Colleen Schnettler  2:32  Yeah, Cam to get us started. Could you give us a little background about your product? And how long you've been working on it?Cam Sloan  2:40  Yeah, definitely. That would be helpful for listeners. So yeah, I am working on hopscotch. It's a user onboarding tool, specifically focusing on product tours, and kind of in app messaging and guides to kind of, you know, when a user signs up for your product, sometimes you want to kind of hold their hand a bit to show them what their next step should be, in order to help prevent them from churning by actually showing them to the thing that they want to do. And so yeah, I mean, product tours, to be honest, like, it's not the right fit for every every business. But sometimes, there are really good use cases, like if you have a complex product that has, like you get in like a CRM, or like an analytics tool that has like 10 options on the top menu and 10 on the side, and your users just get dumped, or, you know, Landon, this page with no idea what to do next, then a really good way to show them is to guide them, you know, and kind of say, you know, here's, here's what your next step should be, so that you can see value out of the product. So I've been working on this for, I mean, about a year since the inception of like, actually like the idea, but really kind of steadily since January of this year in 2021. And kind of focusing most of my time on it. Because outside of that I do freelancing contract work for you know, larger companies just doing web development work for them. And that kind of helps me to stay self funded to do my projects like this and, and hopefully grow my own software business.Michele Hansen  4:28  Yeah, so. So I kind of want to propose a structure for this conversation. So I've mentioned a little bit in my book, how the sort of core questions that you're trying to answer when you talk to a customer can also be used when maybe you're helping somebody think through something, which are what are they trying to do overall? Why? What are the steps in that process they're going through what if they already Tried, and where are they stuck? And so I feel like you've kind of you've started to give us a little bit of overview on the what you're trying to do. And why. I'm curious what led you to be interested in building an onboarding tool?Cam Sloan  5:23  Yeah. So the, you know, like, as I don't know, if you did this as well, when you were coming up with, you know, what business to go into you like make a list, you're trying to make a list of ideas, and like, most of them are pretty terrible. And, like, I had maybe 50 ideas. And this was kind of one of them that I didn't really think too much about until I actually I met someone who I, who wanted to hire me to build to work on their software company, and just doing web development for them. And we actually ended up, I didn't work for him, it wasn't the right fit for taking on that contract. But we ended up like really getting along well, kind of both having founder ambitions. And he was almost like, in the position that I'm at right now where he was feeling a bit stuck. And so we ended up saying, Hey, we should like try and work on something together. And, and we were thrown, like, what ideas have you been having, and, and we both checked kind of our lists. And, and this was one of them. So for him, he was actually experiencing, like, the pain point more than I had previously. So really, he was searching around for tools. And like came across intercom product tours and other app cues and realizing like, you know, he's a bootstrap founder cannot justify the price at like, $300 plus a month, and was looking for a tool that was maybe affordable that that could get them up and running. And we kind of ran with that together. In like, just real quick summary. Like he ended up going and building another business. So I kept going on hopscotch. And, yeah, like, as soon as I dove into the problem, like I really enjoyed it, both technically, because like you're you're kind of embedding your yourself into another SAS product by default, like by the definition of what these tools do. And so there's a lot of like, really interesting technical learnings that I've had to had to go through with that, like anytime you're dealing with like widget, embed scripts and other people's code, it's, it's a lot of interesting stuff on the technical side. But then also just realizing like that, there's a lot of interesting stuff in the human and business side of this as well. Like, I started soaking in resources from Samuel Kulik, and like the user less team and, you know, anywhere that I could find people who are talking about onboarding and realizing like how crucial it can be to a business's success. Because, you know, if you can reduce that initial churn in the first month or two, then then it can have a wild impact on the like, lifetime value of customers and how your product retains users. And so it just kept me interested From then on, which is why I didn't like end up going work on something else. After, after he, like my co founder went to do something else.Michele Hansen  8:23  So let's talk a little bit about where you are now. So you launched in April. Is that right?Cam Sloan  8:30  or me? Yeah. So I think so. Time is a blur? Yeah, like I because I've kind of been doing, like, I did a lot of stuff with early access of just onboarding one on one, like people who are signing up for the early access list. And at one point, I kind of let people sign up on their own, which April sounds, it might be even a bit early, it might have been just a couple months ago that I finally made it so that people could self sign up. And so, yeah, I think a lot of the customers I was speaking to back in April, and May and June, like I was kind of doing just they would express interest, find the landing page, and then we would jump on a demo call. And and some of them would, you know, try the product, others would just kind of like ghost off and and so that's kind of where, yeah, like I probably had about 40 conversations, demo calls and stuff. And you know, I'm setting with just a handful of like really just one main customer that is like paying me and has the product installed. And I've like kind of done a white glove service to help them get up and running with it. And then I have a couple like I don't know, like almost just like friends and family supporters or like people who have like paid but not activated. And so I don't like really even count towards the bottom line. They're like There's not a lot that I can gain from, from them, except they're $20 a month.Michele Hansen  10:07  So, what's your revenue out? Right now? If you're comfortable saying that,Cam Sloan  10:11  yeah, I'm at like 150 MRRMichele Hansen  10:14  and what are your expenses to keep it running?Cam Sloan  10:18  A pretty low. Yeah, like, I'm paying like 20 bucks a month for server costs and, and then it's really just a matter of like, I am trying to pay, you know, just paying my rent and stuff out of savings. And like all of that I have, like, the way that I kind of manage my cash flow there is just by doing a certain amount of freelance per year and then saying, I have to make this much. And then that kind of floats me on that side of things. And so yeah, it's it's like really quite inexpensive to keep it operating like this. But I have thought, like, I have quite a bit of cash in the business bank account from doing the contract and freelancing. There's about 100 and 120k. there that is kind of, you know, just setting as runway, but I have also considered like, should I be deploying this more effectively? Like, if I'm ready to work on this business? Like, which, I guess is a big question mark, like, do I keep going or not? But like, do I want to invest more in, I don't know, maybe trying some ads, or trying to hire someone to help with the content and things that I'm not doing. So hopefully, that gives a bit of a picture of the financials and stuff.Colleen Schnettler  11:38  Can we go back to the 40 onboarding calls you did? and talk a little bit more about that? I'm really curious. So you actually got on the phone with 40 people who organically reached out to you?Cam Sloan  11:51  Yeah, I would say, you know, somewhere in that range, because I had about 100 people on my, like, early access list. Well, this was over the course of several months. And so as they were joining, I would kind of do the playbook of like, you know, as soon as they sign up, or maybe a day or two later, sometimes depending how much like I was working on product, or if I was in learning mode at the time, I would, you know, jump onto calls with them, I did come out with like, a really early version of this product and sent it to like a handful of customers, and then you know, got feedback, like, oh, but it doesn't do this. And so I go back to product mode and, and rebuild and say like, here we go. But then, you know, maybe there were other other issues that it wasn't solving, like a huge part of that just felt like, maybe it wasn't a huge pain point. Because I actually went back to a lot of these, like, people and I plan to go back and even speak to, like, send some more follow up emails, because just this week, I sent about five or six of them. So yeah, where I guess I'm, I've been speaking with, you know, quite a few customers that would be requesting these features. And then I would, you know, go off take maybe a week or whatever it took to go and build the smallest version of that come back. And, and sometimes that was not really enough for they would just kind of ghost at that point. And, and just, you know, it. I know, it felt like the right thing to be it felt like the right approach and like learn from the people who are going to be our customers and you know, go build what they asked for. But then, but then didn't really see results from it, I do think still like most of what they requested and was like super reasonable and like did improve the product to where it is. Today, like where I think that people signing up today like have a much more useful product because it can do you know, an example of that would be like segmenting your product tours to only show certain ones to certain demographics of users. Like if you have a new user that is, I don't know, an agency versus a small business owner, they may have more, they might have a better understanding of tooling in general. And so they you would just show a different thing. So you want to do segmenting within the app. And so that was something that I really do feel helped with making the product better, but then yeah, it still didn't like end up driving those conversions in the way that I was hoping for.Michele Hansen  14:29  Yeah. Did any of those people you talked like you said those were onboarding calls so had those people paid for the product?Cam Sloan  14:37  And maybe I just like misspoke. It was more like demo calls I guess of like, you know, just people who had signed up for they would sign up for fill out the Early Access form. Tell me about like their use case. And then I would go and speak with them but you know, to be also just like, I don't know, just Be critical on that point. It's like a lot of these people who are signing up probably, were just following my journey of me building in public on Twitter and like, may not be like the ideal customer profile, either I have found that like, initially I thought hopscotch might be a great use are a great fit for, like, really small companies like originally was targeting like other solo founders, indie hacker types that, like, you know, to get them a tool that they could afford that they could use for doing onboarding, but really, like, you're not feeling the pains yet of having to manually onboard like hundreds of customers at that scale. And so where I'm now more leaning towards is like trying to target more companies that are kind of in the I don't know, maybe like two to three employee to 10 Plus, like 1015 employees, so they still, like feel the pains of like, apt uses too expensive, but they actually have like employees and revenue, and are probably feeling some of the customer, some of the pains of trying to manually onboard so many users. So I think it has, like, these conversations have been helpful to like, guide me slowly to where I need to be. It's, it's just slow moving still. And like, now I don't see as many people filling that pipeline by default, because I'm not really tweeting a lot. And so it's like, Okay, I got to go and like, chase my, you know, hunt my food, for lack of a better term, and like, go and, you know, either do some, you know, founder sales, like going and prospecting and doing cold outreach, or, you know, trying to work the SEO game. And, and this is kind of like, where I fall and get a little bit stuck of like, not knowing the next best steps, because they're, like, so many ways that I could go with this. And none of them show like immediate returns. And so and so I kind of get a little bit deflated, even, like, if you spend a week writing out two or three articles, or, you know, Docs or blog post type things, or like you go and fill out a bunch of Korra answers. And then there's not necessarily going to be immediate returns, these things kind of prove themselves over like 612 months. And and that can just be hard compared to I don't know, I'm sure you both can really have like, you know, going in coding a feature. And then you see that returns, like it works right there. So yeah, it's just, I feel like that's been the tricky part of where I'm at now.Michele Hansen  17:32  Yeah, it can be really hard when you're at the point of making content investments, and you know, that it's gonna take months or years to pay off. But, like, investing in general, like, my head waiting for that payoff, and being patient is so hard.Cam Sloan  17:54  Yeah, yeah, absolutely. And I think that's what, like, I noticed yesterday with so many founders resonating on the same points, and some of them getting through to the other side was really inspirational like to read about and hear that, like, yeah, they just, you know, keep, there's like an element of keep plugging away. But there's also like, you can keep plugging away doing the wrong thing, forever. And, and I am like, really trying to like, since day one, I've tried to avoid like sinking many years into a startup that's not going to ever see traction. And I've always been like, at a certain point, I just want to have like a cut off trigger, like wearing like a kill switch, where I'm like, if I'm not making this much MRR that or you know, have this much act like engagement in the product, then like, I should maybe switch to something that is a bit easier to get people activated. I'm still not convinced that that's not true. Like, there's been a lot of encouragement to just keep going. But I do think that this is a bit of a slow moving industry, it may be a bit more of a vitamin versus painkiller type of thing in for some people, or at least that's the way they see it. Because when I reach back out to some of those leads, and asked, you know, how did you end up solving this problem? Like, which competitor? Did you end up going with? They like, so far the answers have been nothing like we are still like just thinking about this problem. And we'd be happy to you know, some of them are like, Yeah, let's do another demo call or let's do another, you know, something like let's talk about it again and reopen the conversation. And that's since April, however many months that is like five months or something like going by without actually moving on the problem. And so that could be just the again, the customer like that type of customer or it could just be the way that people buy in the space. It's a bit of You know, kind of, it's one of those things that's like sitting in the background, we should improve user onboarding, but then a lot of people don't because like, but they don't really realize that there's like this whole element of churn and like, and like, the bottom line is so closely tied to user onboarding, and improving that experience, that there's a disconnect there. So.Michele Hansen  20:25  So let's talk for a second about what is working. I'm really curious about this customer that you have at $99 a month, you said, and I have a couple of questions about them. First of all, is this somebody who knew you from Twitter? Or is this as our friend, Mike buckbee calls and I believe I quoted him on this last week. And Mike, you're getting quoted again this week? stranger money. So good.Cam Sloan  20:54  I think it's like I it stranger money, like I know this person. Yeah. Okay. And I don't remember exactly how they like came into the waiting list, but they did like, stumble on there. But they were really looking for like, yeah, some managed service, kind of white glove service there. So I've been helping a lot to do the implementation and planning there, as well, which is important to know, it's like, not just by my SAS, like, pay me 99 a month, it's like quite a bit of hands on work for for it as well.Colleen Schnettler  21:27  Oh, that's interesting. IMichele Hansen  21:27  noticed. Yeah. And I noticed in the end, all the people kind of chiming in on the thread and offering support and advice and whatnot, that I'm Jesse from bento jumped in. And he made the suggestion, I'm just gonna read it, throw a managed account offering 899 and see how many deals you can close with that I have a feeling many people would rather you do everything for them versus do DIY, at 49 to 99. It was a huge unlock when we were stagnant at bento, so much learning. And I was curious about your thoughts on that?Cam Sloan  22:04  Yeah, I mean, I can see a lot of value in that approach, because you're learning about the problem by actually implementing but you know, trying to solve it for them as almost like putting yourself in the consultants, shoes, I guess, part of like, part of even why I've been, I don't know, like, it's kind of been draining to do that a bit from this other for this customer. But again, I'm only charging 99 a month. And so there's not like the return on on all those hours invested. But it has proven to give me some better learning and understanding of like, how people want to think through this problem, and how to solve it for them. Yeah, and I do think like, yeah, if I'm gonna be justifying outbound sales, if that's like long term approach to this business, then you need to put a higher price point on it, which like kind of goes and partially removes, like, why I started this business in the first place, which is like to make a lower cost solution that like, you know, can be more affordable for people to get into. So yeah, it's been a bit. Like, I like the idea. And then I just don't know that I want to run that kind of business long term of like having to basically do a productized service.Colleen Schnettler  23:29  So what I'm trying to understand with this one client that you have is the time you're spending with them. Is that making it more hands off in the future? Like, are you working on integration pieces that makes them like kind of will streamline it for your future clients?Cam Sloan  23:46  Yeah, like, for us, a lot of this has been for learnings like I kind of agreed to take it on, so that I could, you know, write some better documentation out of it, like, realize what questions they have been having in the process and what we need to do to implement. So it will both be like product improvements that come out of it, you know, like just yeah, tweaks to the product, when I'm implementing for them. But also, oh, what questions Am I asking the client? And and then turning those into like help Docs or articles that maybe can help other people get up and running? Like, what do I need? What information do I need about my customer to like, make a product tour that is going to be effective? Or what do I need to know about my product and the like, audience that I'm serving to, to know if I need to implement a product or not. So I'm taking kind of those notes along the way, using it as a learning opportunity. Hence, not really like charging a premium. I was kind of just like, well, I get to learn a lot from this experience as well. But the I did say like after this initial implementation, I'm handing this back off to you and your team will have to run with it. So it's yeah I'm not like signing on for a forever job at 99 a month. And I Deeley not doing that for each customer. Yeah.Colleen Schnettler  25:08  So does this customer fit into your theory that you need to go after slightly bigger companies? Two to three, what do you say three to 10? employees with pretty significant revenue?Cam Sloan  25:19  Yeah, I would say they operate mostly like with, yeah, contractors and freelancers helping them out, but they are Yeah, kind of in that range of company size. Definitely not the, you know, initial indie hacker audience, which I think Yeah, like, is an easy thing to learn, like we like, like, indie hackers don't have a ton of capital to be throwing at tools, and they would rather go build things themselves or spend like, a week like, making their own solutions. And, and it doesn't, yeah, it's just I think not having the access to the capital is like, is a big challenge there. So yeah, I've definitely learned to like, a bit about Yeah, maybe I should follow this. larger company size, at least, that's kind of where I'm at. Like, I don't know, if I want to, I don't know if maybe that ideal customer is actually a bit bigger than even what I said, maybe it's, you know, 20 plus employees. I've definitely had some companies reach out that were like 500 employees, but they tend to have much larger expectations, like, want to do NPS scores, they want to do surveys through these tools, they want to have the tours, they want to do checklist, like there's a lot of product gap, like there's a lot of big gap in what the product offers now that they kind of want a whole suite, because they're kind of nearing on like, enterprise, or like really like the larger business. So I'm trying to, like fit into this kind of smaller area where people might not have like such high expectations or like needs out of a product. And really, they're just trying to focus on this one part, which is like activation. And they can use another tool if they need to do like, survey and feedback type of stuff.Michele Hansen  27:09  Like our sponsor this month reform, for example. Love it. There we go, Peter, um, I'm interested. So you mentioned you know, you have other customers who are mostly sort of friends and family and like, indie hacker money, and as you've kind of alluded to, basically this sort of irony of, you know, indie hacker world is basically that usually, we're like, we're not very good customers for each other, for the most part. But a very good peer group community. But I'm curious, this 99 a month customer, you did 30 demo calls, you probably learned a lot about what people were trying to solve within onboarding, like what their products were like, and, you know, these things about company size, and the sort of sort of corporate demographic questions basically, but also the activity they're trying to solve and, and how complicated their products are, and and what the, you know, basically, what the cost is to them of having a poorly on boarded user. And so I'm kind of curious, like, Do you notice any differences in the kind of product or those sort of goals or whatnot, that your $99 a month customer is trying to do? That those other customers are not, that might be a clue for you on the sort of customer that you should focus on from a sort of activity based perspective?Cam Sloan  28:55  Yeah, absolutely. I think, you know, yeah, the biggest learning I've had there is, you know, when you go into their product, there are multiple use cases for it, you may sign up for one thing or another, like you're not necessarily doing. It's not like hopscotch where you come in, and the single thing that you would like, use this product towards, but you come in, and there's a suite of products. And so when you have like this complex product that has multiple offerings, then you may want to guide the user to the next step. A good example of this would be like wave accounting software, but they also do so they have like, receipt tracking, they have employee like compensation, and they have invoices and all these things. And maybe you sign up and you only want one of those things like you may not need to know about every single part of that product and you may feel a bit overwhelmed when you come into a dashboard that has like 10 different options. Like completely different use cases. And that's where I'm finding that there's some, some good opportunity there to help, like with a product tour. And so for example, like this customer that I've on boarded, part of what we did is hooking to their onboarding survey to say, like, What are you trying to do with this product, which I think is really helpful for them segmenting what you're going to show them in a tour. And so, you know, if there so it's like an SEO platform, I won't get into too much more, I don't want to like, you know, just yeah,Michele Hansen  30:37  that's fine. Yeah. But it's a it's a, it's a product that has basically multiple, different products within it that somebody has purchased. And maybe they know they need one of those but and they don't know what these other things are, that they're either they are paying for or the company would like them to start paying for. And so the value that you're providing to them in this in this case, is basically helping to introduce the customer to these other products and reduce, reduce sort of overwhelm that the customer might be feeling about coming into a complicated product. And the other the friends and family product, like those ones, were they more like single products without multiple products within them.Cam Sloan  31:26  Yeah, yeah, more like single products, and actually just a quite a slight tweak on on the other one, because like, what users will actually do is come into this product, they'll sign up, and then they are, they may know what they want to do. But because there are so many options, they don't know what the next step would be to get to it. So instead of showing them the other options that they don't need, I'm actually guiding them more towards the one that they signed up and expressed interest for. So if they say like I need, you know, I'm interested in link building, whereas this other person might be interested in local SEO, then you want to guide them to that next part of the product that's going to be relevant to that so that they can take the next steps and see value out of the product there. And then going to your other point of introducing them to the other parts, like that is a great thing to do, like over time as people use like one part of the product, and then they come back to it, you can kind of use progressive disclosure to show things over time, Hey, did you know about this feature, hey, this, like, you know, and kind of like when you have software like figma, that maybe gives you a tip every week or something? And it's just like, Oh, I didn't know I could do that. But like, it kind of does some feature discovery is what it's called. And you can help users discover new features or features that they are not actively using. So So yeah, those are a couple use cases that that customers is using. SoColleen Schnettler  32:52  ultimately, your product is about user retention, that's the value you're providing to your customer.Cam Sloan  32:59  Yeah, I would say, kind of on the activation side, as well, where you're really trying to get them from, like, there's there's a couple elements, you know, but the very first, like the core part of the star is getting them activated and getting them to take that next step once they come into your product that's going to help them to get to the outcome that they want and what and so asking yourself, what is the like, what is the thing that your customer is coming in here to do, and then making sure that you can guide them right to that next step is like, is crucial. And so that that is more in like the activation world, and then retention, it can play a role in as well. But because if you don't activate them, they're not going to stick around as well. But yeah, there are also some other things that you could do like email drip campaigns. And like, yeah, like kind of knowledge draw, like kind of an email campaign that educates your users on how to do what they want to do. Like it makes us really well with that to kind of retain them. Yeah.Colleen Schnettler  34:06  Right. So ultimately, though, when you say activation they've presumably like if I'm a user, I've already signed up for someone service because I wanted so when you sell it to the person I'm you know, assigned up with, you're selling it as we will reduce your churn, because they need to activate because if they don't activate, they're going to churn because they're not going to see value. Okay.Cam Sloan  34:27  Yeah, yeah, yeah. So it's definitely like tied into that, I guess. You know, there are just some tools like I forget as it turnkey, is like one that is like specifically focused on like, the customers who are maybe about to churn out and then keeping them around or giving them offers. So this is like primarily, I guess there because there's a spectrum of like, you know, from activation to like retention that you may find custom like that you want to focus on within that whole experience, but yeah, but Like, it all kind of adds up, it all plays really like, together in, in giving a good experience to users that's gonna keep them around. And yeah, you're right like to really what I want to do is like help help my customers to show the value of the product to keep their customers around and get them, you know, activated and using it, versus maybe getting dropped into a product that is just so overwhelming, like Michelle said earlier where they don't know what the next steps should be. Yeah, I feel like that's, that's pretty much it.Michele Hansen  35:39  So I used to work on a couple of products that had that we actually used hopscotch style tours for. And basically, the reason why we use to hopscotch it was I think we use a survey that then directed them into the proper hopscotch sequence was because the products were incredibly complicated. And we had limited ability to make those products less complicated. So it was a very painful problem for me as a product manager, who was tasked with driving retention metrics, but could not solve the foundational problems. And so we use hopscotch as a way to try to like, basically overcome the fact that the product is complicated. And kind of thinking about that, and thinking about what Colleen just said, of like, you know, what is the pain that you are solving for people, I just pulled up your website, and nudge your users to the aha moment. I like it, it's positive. But if you show that to me, when I was a product manager, you know, five or six years ago, that would not have been the problem I would have expressed to you. Right, like, reduce your churn, like, you know, your product is complicated. Your users don't have to be overwhelmed, like get them through it virt more trial, that type of thing, convert more trials, like what is that goal that someone is trying to drive that relates to what you're solving, or that's reducing churn, increasing activation, like, you know, stop losing users, because they're confused. Like, that's the problem. you're solving that people have value in their products, but because for whatever reason, whether those reasons are in their control or not, the products are complicated. And their users are, you know, their users thought there was value in it, but then they get to it, and they can't get the value back. And so like there's this mismatch, and speak to the pain, I'm not like, I'm not seeing I'm not seeing pain on your landing page.Cam Sloan  38:04  Yeah, I think in that the h1 doesn't fully address it. It's something that Yeah, like, the thread yesterday, and everyone reaching out after like, definitely gave me so many ideas of like, where to go, and what to focus on improving for hopscotch. Like, there's a lot. There's a lot, it's not like, I'm coming here, and like, I'm all out of ideas now. Like, there's nothing more that can be done. Like, there's so much more that could be done to improve the state. And so it's been like, what do I choose from that? But that's a pretty like, yeah, a no brainer, is like the positioning of it, and kind of better. Focusing on the outcomes. I think you're like, absolutely, right there. I have, like, let's see, I, because there were, I don't know, 20 people that sent me, like, it was so great yesterday, like 20 people sent me DMS, and like, had like, great conversations with some other founders. And then and then I had some other people that kind of just commented and offered their suggestions as well. And I've been trying to just, like, go through that and, like make a list of like points of like, what I could explore and take away from that, like so that it's not all just like me airing my grievances and Twitter, which actually like go and take something away from from it. And, you know, there there was, I guess some of the pieces in there include, like, what you just said is like really like, you know, you should be focusing on the outcomes more like and someone suggested like, you know, increased child conversions, improved feature adoption. And so there's more that I could do to like really? Yeah, like reduce churn to make that clear. I think there's a positioning element and and just like communication element that could be improved upon. There's also just like, number of people aren't are not coming through like there's not enough people that are Coming through my site and through the signup flow to even make, like, great. I don't know, decisions based on like data driven decisions, you know, it's if I, if we're picking it into this, like one or two customers kind of thing, it's like you need more people trying this, you need more people activating. And so finding ways that I can do that through, you know, people have given some great recommendations of like, how I can go ahead and like build like a sales campaign, or use AdWords and SEO tactics to kind of like, grow this, I guess a lot of it ends up like there's a ton of things that I have taken from that. From from that thread of like, good ideas, and now it's like deciding which things that I can do. And I think it will come down to like evaluating which are the easy ones that I can like make changes to right now really quickly like this, on a playing with the communication and wording on the on the site. And then some of it will be more like long term investment. Other things might be more immediate, like running some AdWords tests, like $10 a day and just like trying out some different headlines to see what grabs people and then using the learnings from that to maybe further update, like what my content game will be, or what my you know, what my wording on the website should be like, based on what people click on those ads has, like it's been, it's been really nice to get some of that information. And then and then other people even mentioned about the pricing, maybe not being accessible. But again, I have to take that with a grain of salt. But there's, you know, people who are saying the jump from a free tier to $50 a month, and then $100 a month is too large. And so maybe there could be a price in between that, that becomes more accessible if I am trying to target like, smaller businesses as well. And then there's like the other advice, which is go and add a price deer on the other side, that is like $800 a month and you know, do manage services. So that's Yeah, there's just been almost it's been overwhelming, like, get all this new knowledge and information overnight.Michele Hansen  42:25  It totally makes sense that you're, you're you're swimming in ideas right now. And, yeah, I sort of just added one to that pile there. And I always I'm almost reminded of kind of the situation that Coleen was in after she first started doing user interviews where like, there was like, so many ideas coming at her from customers, and she was having so many ideas. And then it was like, where do I go from here?Cam Sloan  43:04  Yeah, I remember hearing like those episodes. And when you did, like the live, you know, customer call, where Michelle interviewed your customer. And and then yeah, a lot of trying to figure out what the next step should be. It does feel a lot like that. Like, there's so many paths to go down. What's the right one? And I think, you know, a big part of it has even just been like, does it make sense to keep going down pass like down these paths at all, or try some, like, again, like, try a whole new thing. And I think that's why I was like, was then maybe am scared to even go forward with some of this stuff is like, does it make sense to keep investing the time in, in what I'm building now? if, you know, is it gonna help me see returns in a year or two years time, versus switching to something else? It seems like a lot of people think that it's definitely a good idea to keep going. And, and so I'm leaning towards that, I still think I want to have like, some kill switch, like, you know, to avoid running three years without any revenue kind of thing. And I need to see some positive signals at some point. But yeah, that's kind of kind of where I'm at. But it has given me a bit more hope of like, this is a normal feeling cam like you are allowed to feel deflated, you're allowed to feel like you don't have like, you don't aren't great at sales and marketing just by default, you know, you have to work towards those and put a lot of work in and so it's okay to feel like this and it's okay to like. Like, it's not just that the product is bad or that the market isn't there. It's just this is a part of the process. So just coming to terms with that. has been really helpful over the past day and gives me a bit more. I don't know, just like, like, a bit more of my like, desire to keep going.Colleen Schnettler  45:13  Alex Hellman has a great article on this. It's about, it's about all of the developers who take his course and how when they get to the marketing course, they all freak out. Because when someone is excellent in their field, starting over is so hard. So there's a lot of things I feel like I heard you say today, and one of them, is it, I wanted to ask you, is it that you just don't want to do marketing? Because you're convinced it's going to fail? Or, I mean, what what is your thought, like, all of this? Or do you feel like you should be making more revenue now and you're frustrated? And that's where this is coming from?Cam Sloan  45:53  I think, you know, I think that it's like it's a mix of like, Yeah, well, the marketing, see fruits at the end of like, of all that investment, because because just you know, going through 4050 calls and and then only coming out with like one customer that I'm basically doing it all for them at the end, like is that the type of business that I want to be growing? Like, do I want to do a sales driven and like hands on business versus something more like, you know, seeing what Peter has done with reform of like, really, people are signing up and get going themselves, maybe you have to have like higher numbers, but like, it's more. I don't know, like, it's, it lends itself better to self signup, and self serve, where you can do a bit more product lead, you still have to do marketing, but like, the way that the business operates, is not like hiring a sales team. It's investing in content and other other parts of the business, which is more maybe the type of business so it's been that like, question mark, about the business in general? Like, is that kind of where I want to go with it? And, yeah, I mean, there are all sorts of fears in there. I think a lot of it is also just a fear of like, yeah, it like, do I know what I'm doing. And I actually, I worked in marketing for five years, believe it or not as, like, scary as like, I worked in music marketing, for concerts, it was a much different thing. And this was like, six or so years ago. And so it's a much different beast, but then SAS marketing. But yeah, like, even with that experience, it's still just scary to go out on your own. And like, I don't know, just feel you feel back at square one again. So yeah.Michele Hansen  47:39  Yeah, I mean, towards us that I think that's a totally normal feeling. And this feeling of like struggling and like, this isn't working. And then also you get some more ideas. And you're like, Okay, wait, where? Where do I go? Like, what do I do next? And, you know, I noticed, like, you posted that thread. And I'm guessing that you woke up that morning, not not feeling so great. Yeah, you're right. And I wonder how you felt waking up this morning. After getting all of that support,Cam Sloan  48:19  today has been much different, like it's been, it's always like, Man, it's so amazing to see that people are gonna be there to lift you up when you're like feeling a bit down, I think. I don't know. I've had I've, like, wrote tweets like that, and then deleted them because like, it's very personal and just like very open and you know, you're like, our potential customers gonna read this think less of me for like, running a business then not knowing what I'm doing. You know, there's all all sorts of like, fear in that. And what I'm realizing is, like, there's been a lot of appreciation for this open approach. So I, I wake up the next day with like, just feeling very grateful to have like that, knowing that maybe I need to, like, yeah, rely on community more and maybe get more involved with like, talking to other founders a bit and ideating with them, because working alone is very challenging to like, be in your own head all the time and see, you know, things moving so slowly. But yeah, at the same time, like the next day, having 100 people reach out and I'll give you like many ideas has been overwhelming at the same time. For like, what to do next. But I guess like the core of what my challenge was, or is is not so much like what to do next, because all of these ideas, I'll put them in a list and work through them one by one. That's the only way to get things done. It's like one thing at a time. But yeah, just like knowing it's more figuring out, like the conviction around like Emma is this the type of business I want to keep working Because in a couple years, the efforts hopefully will, yeah, show fruits for the labor. And then also I keep using that term, which I've never used before. Like, I don't know why everything's bearing fruits today, but but you know, like that kind of thing of just like, really? Like, will this be the business that I want to build? And I'm making sure that I'm doing that. And I think that's been a big part of the fear that I have of, of moving forward. So I don't have an answer to that yet. But I do have a lot of people who have been like really kind of offering advice. And so I think there's still some chewing on this idea to be done. Yeah.Michele Hansen  50:39  And I think that question of, is this the business I want to build? I think that's that's a question that only you can answer.Cam Sloan  50:48  Exactly. Yeah. I've i that is one thing I've noticed, like as much advice as you soak in or people give you, you know, they could all be right, like in their own ways, but then it comes down to like a deeply personal decision on like, what, like how you want to approach things. So T, B, D.Michele Hansen  51:10  I guess that's a good point for us to wrap up today. Cam. Thank you so much for your vulnerability, both here. And on Twitter. You know, I'm reminded of something I heard. Nicole Baldy new co founder of webinar ninja say on her podcast recently, Nicole and Kate can relate, which is true vulnerability is when there is personal risk involved. And I think your tweet and thread about that really shows like there was that risk involved, and you took it and and people jumped in to help. And I think that's what's so amazing about our community. But so I encourage people to follow along with cam. You are at Sloan cam on Twitter. Your product is hopscotch dot club. Thank you so much for coming on cam.Cam Sloan  52:14  Thank you both for having me. It was such a pleasure. I love the podcast. And you know, I'm always listening and tuning in and love following along your stories, because it's really it's encouraging as well to just you know, hear what you're both, you know, working on and so that always helps me feel a little less like it's just me and having, you know, some help on the way. So thanks so much.Michele Hansen  52:39  All right. Well, Colleen, talk to you next week.Colleen Schnettler  52:42  Bye.

Travel Time
30 - Mother/Son Road Trip 1 - Flight 93 Memorial

Travel Time

Play Episode Listen Later Sep 13, 2021 12:12


A mother/son visit to the Flight 93 Memorial in Pennsylvania - Tower of Voices, Memorial Walkway and Visitor Center, as well as the Memorial Groves.  A quiet walk and a chance to share a pivotal event with my son and share my memories. 

Nurse Becoming
Do Physicians Hate NPs? Feat. Jenna Lizewski, DNP

Nurse Becoming

Play Episode Listen Later Aug 31, 2021 51:11


Have you seen the online bullying and shameful attacks on the nurse practitioner profession lately?    NPs are getting some seriously bad publicity… But why? Today I am joined by Jenna Lizewski, DNP to discuss these blatant attacks and to give our opinions on these medical misinformation campaigns. Read today's show notes for more info and links from today's episode: https://www.theresumerx.com/064

Slice of Healthcare
#184 - Sachin Jain, Founder & CEO at Carrum Health

Slice of Healthcare

Play Episode Listen Later Aug 27, 2021 19:10


Our guest: Sachin Jain, Founder & CEO at Carrum Health "Carrum Health is helping employers provide premier healthcare benefits to employees through leading Centers of Excellence." In this episode, we discussed: His background Overview of Carrum's mission & vision What makes Carrum and its offerings unique? How members are using Carrum Their 96 NPS score ...and much more! Our sponsors for this episode are BlocHealth, Curation Health, ChenMed & MediTelecare. BlocHealth is building the ecosystem of services and solutions to power the future of healthcare. For more information, please go to www.blochealth.com follow BlocHealth on social media - @blochealth "Curation Health's advanced clinical decision support platform seamlessly integrates into the electronic health record and leverages more than 750 proven clinical and quality rules. With this intelligent point-of-care platform, you can power a scalable risk adjustment process and amplify quality program performance." For more information, please go to www.curationhealthcare.com & follow Curation Health on social media - @curationhealth "ChenMed brings concierge-style medicine and better health outcomes to the neediest populations – moderate-to-low income seniors with complex chronic diseases. For more information, please go to www.chenmed.com & follow ChenMed on social media - @chenmed "MediTelecare provides behavioral telemedicine services to residents of skilled nursing and assisted living facilities, using state-of-the-art telehealth technology. For more information", please go to www.meditelecare.com & follow Meditelecare on social media – @meditelecare To learn more about Carrum Health please use the links below: - Website - LinkedIn - Facebook - Twitter Also, be sure to follow Slice of Healthcare on our social channels: - Website - Facebook - LinkedIn - Twitter - YouTube - Newsletter

Skeptoid
Skeptoid #794: The Missing 411

Skeptoid

Play Episode Listen Later Aug 24, 2021 15:50


This conspiracy theory claims that the US National Park Service covers up hundreds of people who have gone missing.

NPS I Love You by Catalyst
E46- NPS I Loved You (With Ben Winn, Host of NPS I Love You)

NPS I Love You by Catalyst

Play Episode Listen Later Aug 24, 2021 29:50


The last episode of season one is a solocast with the host of NPS I Love You and the manager of community and events at Catalyst Software, Ben Winn. In the episode, Ben reflects on the process of launching the podcast, what worked well and what could use some improvement for the next season. He also shares why they decided to launch the podcast in the first place, and why he's looking forward to season two.

Doing CX Right‬ Podcast
3. Colin Shaw: How To Increase Employee Engagement To Deliver Customer Excellence

Doing CX Right‬ Podcast

Play Episode Listen Later Aug 23, 2021 27:14


What does employee engagement mean? How do you motivate others to deliver customer excellence?  Is it a good or bad idea to tie NPS & customer satisfaction results to employee bonuses? How does behavioral science impact CX? Stacy Sherman answers these questions with CX Pioneer and 7-time author, Colin Shaw. You'll likely want to play this episode twice to get all the actionable tips shared. Learn more about Colin Shaw at: beyondphilopshy.com Stacy Sherman at: doingcxright.com  

REACH OR MISS
Ep. 228 – Roger Hardy built a NASDAQ-listed public company with his sister and sold it for almost half a billion dollars. Today he found a new opportunity in the eye care business.

REACH OR MISS

Play Episode Listen Later Aug 16, 2021 22:47


Roger Hardy is a serial entrepreneur with over 15 years' experience building several technology businesses to successful exits. Hardy founded Coastal Contacts Inc. in 2000, instantly re-writing the business model for contact lens sales and delivery. Drawing from his previous logistics expertise and industry knowledge, Roger seized the newly emerging e-commerce revolution. Roger led Coastal to become the largest online retailer of eyewear and vision related products until it was acquired by Essilor International in what was the largest e-commerce transaction in Canadian history at the time. In 2018 Roger co-founded KITS Eyewear Ltd. alongside Joseph Thompson and Sabrina Liak. As CEO, Hardy has led KITS through unprecedented growth with a 47% year over year revenue increase.   Most passionate about We built Coastal Contacts, my sister and I, from startup to a NASDAQ-listed public company and then sold it in 2014, for almost half a billion dollars. Since then, we've been doing investments in real estate and technology. We kept coming back to the optical category. We were excited about the opportunity in optical. It has always gotten us interested in trying to serve customers in a way that exceeded their expectations. We've been working on KITS Eyecare here out of Vancouver, Canada, mostly focused on the eye care business for North America. Roger's career and story I worked in the vision category, and while I was working there, I was struck by the fact that I felt that customers were underserved. I think part of it was the timing. The internet was just getting going. And so, like I said, my sister and I built a website and started selling contact lenses. The first day, we had 16 orders. In the first month we had 70,000 in sales, and in the first year we had two and a half million in sales. In the second year, we had 10 million in sales. So, we really knew there was an unmet need in terms of savings and convenience for customers. At that time, the technology innovation was just a website—just putting it online. Today, I think the real technology innovation, like I said, that eye exam just makes it easier for customers to do it online from home or the office, anytime, 24/7, day or night. They can really step into that. The first thing we worked on was growing our subscription business for contact lenses. Today, that's about 25% of our company. The second thing we worked on is vertical integration. We made sure that we had the most technologically advanced optical lab in North America. Best advice for entrepreneurs Build businesses that serve customers. I think NPS is a great measure to use. What we find is that the more we can focus on and listen to customers and remove any challenges in our business, it takes the experience up for customers. That ultimately is a driver of financial results. It's our opinion that the company with the highest NPS in every category ultimately has the highest value in that category. I would put it as: You want to be getting direct feedback from your customers. You want to be removing all the choke points, anything that's friction, anything that they tell you is even a slight displeasure. You want every customer to be wowed by the experience of being served by you. The biggest, most critical failure with customers I don't want to name names, but we used a payments company that we thought of as being very innovative. We did the due diligence on the company. We thought, ‘These guys are really cutting edge and customers are gonna love this.' It was a different way of making payments and it was on the front. But that company kind of overstated what they could do. Ultimately, it was a significant cost for us. They had problems processing transactions and their technology didn't keep up with their promises or commitments. We want to be innovative, but with innovation comes some bumps. So, I think you're going to see some challenges when you test things. Biggest success with...

Becoming A Stress-Free Nurse Practitioner
Ep #28: A Day in the Life of a Nursing Educator with NP Courtney

Becoming A Stress-Free Nurse Practitioner

Play Episode Listen Later Aug 11, 2021 41:28


Courtney shares how she has navigated her role as a nursing educator with young kids and a diagnosis and recovery of breast cancer, all while adapting to the pandemic. Courtney is passionate about shaping the next generation of NPs, and she's here to give us insight into what you can anticipate if this path is something you're interested in too.    Get full show notes and more information here: http://www.stressfreenp.com/28

Fitness Confidential with Vinnie Tortorich
It Starts with Food with Cynthia Thurlow - Episode 1891

Fitness Confidential with Vinnie Tortorich

Play Episode Listen Later Jul 23, 2021 66:51


: Episode 1891 - On this Friday show, Cynthia Thurlow joins Vinnie to talk about her interview chops, life as a Nurse Practitioner, how it starts with food, functional nutrition, her focus on women, intermittent fasting, and more. Https://www.vinnietortorich.com/2021/07/it-starts-with-food-cynthia-thurlow-episode-1891 PLEASE SUPPORT OUR SPONSORS Cynthia is a Nurse Practitioner. She is like a doctor without MD next to her name. NPs can be autonomous in certain states. Her interview chops are impressive. Through giving interviews on thyroid issues, she delved deeper into the research and figured out how to present information in a clear and concise way. Cynthia has a podcast and Vinnie was on it. https://cynthiathurlow.com/podcast/ She also does coaching you can purchase. Cynthia has done two Ted Talks! IT STARTS WITH FOOD Cynthia realized that health really starts with food. She was tired of writing prescriptions and wanted to prevent them instead. Five years ago she left clinical medicine and is now in the health and wellness space. Her focus is functional nutrition. When she and her child removed food from their diet for their health, she really began questioning traditional nutrition advice.  After second guessing nutritional dogma, she realized how much of it was BS. Check out Eat the Yolks. The processed crap is killing us, and we should be eating whole foods like eggs, with yolks! WATCH THIS EPISODE ON YOUTUBE FAT DOC 2 IS AVAILABLE ON iTUNES and AMAZON Please also share it with family and friends! Buy it and watch it now on iTunes to get it to the top of the charts. We need it to get big for people to see it. Here's the (BLUERAY, DVD, PRIME) (MAY NOT BE AVAILABLE YET ACROSS THE POND). And the And the https://amzn.to/3rxHuB9 [the_ad id="17480"] PLEASE DON'T FORGET TO REVIEW the film AFTER YOU WATCH!   FAT DOC 1 IS ALSO OUT Go watch it now! We need people to buy and review for it to stay at the top of iTunes pages. Available for both rental and purchase. You can also buy hardcopy or watch online at Amazon. YOU CAN NOW STREAM FOR FREE ON AMAZON PRIME IF YOU HAVE IT! RESOURCES Https://www.vinnietortorich.com Https://www.purevitaminclub.com Https://www.purevitaminclub.co.uk Https://www.purecoffeeclub.com Https://www.nsngfoods.com Https://www.bit.ly/fatdocumentary https://www.belcampo.com https://www.villacappelli.com https://cynthiathurlow.com/