Podcasts about NPS

Residents of Anaktuvuk Pass, Alaska can now use four wheelers to subsistence hunt in the Gates of the Arctic National Park and Preserve. The change was announced by the U.S. Interior Secretary during a visit last month. As the Alaska Desk's Alena Naiden from our flagship station KNBA reports, residents of the North Slope village have been fighting for this decision for decades. Marc John Morry has been hunting caribou around Anaktuvuk Pass since he was a child, but in the summer and fall, most of the land around the village has been off limits to hunters like him. That is because residents were not allowed to use four wheelers in the majority of the Gates of the Arctic National Park and Preserve. The all-terrain vehicles are the only way to access the roadless preserve surrounding the village. Last month the U.S. Department of the Interior announced it would restore off-road-vehicle access to the park. Morry says he is excited. “This is life changing. I only wish my grandparents were here. Now that we’re able to access the lands, we can learn ourselves and relearn what our ancestors taught us about certain areas that always have caribou.” The Trump administration has been working to expand access to hunters on off-road vehicles in protected federal lands across the country. However, a National Park Service (NPS) spokesman for the Alaska region said this action is specific to subsistence hunting in the Gates and does not apply to sport hunters. And it comes after decades of back and forth on the issue. Before Anaktuvuk Pass became a permanent settlement about 80 years ago, the Nunamiut people were semi-nomadic and moved throughout the Brooks Range. Morry says they were searching for their main food source – caribou. “We heard many stories from our elders about hunting grounds that we weren’t able to access, which they remember before we even formed a community.” The federal government established the Gates of the Arctic around Anaktuvuk Pass when it passed the Alaska National Interest Lands Conservation Act. Residents were still given the right to subsistence hunt using snowmachines and motorboats, among other traditional transportation methods, but the rule did not mention ATVs. And 40 years ago, new park guidance interpreted the law to ban hunts on ATVs because they were not used traditionally. Lillian Stone is the city mayor of Anaktuvuk Pass. She says the ban created invisible boundaries for residents relying on hunting for survival. “It was like we were prisoners in our own land for 40 years, where before that it was, we could hunt anywhere, we could travel anywhere.” Local Native corporations exchanged lands with the Park Service in the late 90s, which made additional areas within the park available for subsistence ATV hunts. Still, residents could only access about 1% of the Gates of the Arctic. Stone says residents and local leaders have been advocating for ATV access to the park for subsistence for decades – but with no progress. “We felt like it wasn’t getting anywhere, and we weren’t getting the answers that were needed.” Last year, local leadership traveled to Washington D.C. and asked the Interior Department to restore ATV access to the park. This May, the department announced the decision to do that. Interior Secretary Doug Burgum wrote in a social media post that “no one knows or cares for this land more than the people who live here.” Honored to be with the Nunamiut people in Anaktuvuk Pass to celebrate freedom & self-determination. After 40 years, we are restoring ORV use in Gates of the Arctic National Park for subsistence hunting, because no one knows or cares for this land more than the people who live… pic.twitter.com/m39PGbIP9C — Secretary Doug Burgum (@SecretaryBurgum) May 18, 2026 A department spokeswoman said in an email the old ban was inconsistent with supporting subsistence. She said NPS will consult local communities within six months to establish the new rule. Kristen Morry is an Anaktuvuk Pass hunter and a mother of two. She says the announcement means a lot for her and her children. “I have no words for what just happened, because it just makes me really emotional. … I’m excited to be out there and to no longer have to worry about when we have to stop, because I’m out there year round as well.” NPS said local hunters should contact the Gates of the Arctic for current information on using ATVs while the regulatory process is underway. Get National Native News delivered to your inbox daily. Sign up for our daily newsletter today. Download our NV1 Android or iOs App for breaking news alerts. Check out today’s Native America Calling episode

Most companies are rushing to deploy AI faster than their competitors. Alvin Stokes of Princess Cruises says that is exactly the wrong instinct. Speed without emotional intelligence does not create better guest experiences. It creates tools your frontline team will not use, prototypes your customers will not trust, and revenue you will not recover. Alvin has spent two years inside one of the most guest-focused industries in the world, generating a nine-figure incremental revenue gain from AI programs by doing one thing most leaders skip: proving it works before scaling it. This episode is for any leader who wants to move fast with AI without breaking the customer relationship in the process. What You Will Learn About AI, Guest Experience, and Emotionally Intelligent CX: Why emotional intelligence is the missing ingredient in most AI deployments, and how Princess Cruises builds it into every tool before agents ever touch it The blueprint Alvin's team uses to prototype fast, pilot heavily, fail quickly, and scale only what actually works, producing a nine-figure revenue gain in 12 months How AI is changing what "listening to customers" means, from three-month-old NPS surveys to real-time sentiment analysis across every channel interaction Why the frontline agents who resist new tools are your most valuable source of feedback, and how to use their input to drive faster adoption across the team How Princess Cruises' Smooth Sailing Squad uses AI-generated daily reports to surface policy and process friction points before they damage the guest experience What new KPIs are replacing NPS as the primary measure of guest loyalty, and why tracking sentiment over 10, 50, or 200 interactions tells you things a single survey never can Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

Join Huntin' Fool Advisors Austin Atkinson and Isaiah Joner as they discuss the Caribou Closures for the Western Arctic Herd in Northwest Alaska and diminishing hunting opportunities for units 22, 23, and 26A. If you are considering planning a future self-guided caribou hunt, this episode is for you! Read the Press Release from the Department of Interior : Federal Subsistence Board on WSA26 01, 02, 03  Read more information on the ANILCA (Alaska National Interest Lands Conservation Act) at NPS.gov   Podcast Partners: GEAR FOOL: https://www.gearfool.com   Use Code BUILTTOHUNT for 10% OFF in Our GEAR FOOL Store Today!   Get Connected: Subscribe to HUNTIN' FOOL on YouTube: https://www.youtube.com/@huntinfool_official  Become a HUNTIN' FOOL Member here: https://www.huntinfool.com/join  Download The HUNTIN' FOOL App: https://www.huntinfool.com/app 

Most leaders think they are delivering a great customer experience. Pierre Charchaflian of IBM says they are delivering yesterday's version. The new standard is not fixing problems when customers report them. It is knowing about the problem before the customer does, and solving it before they have to ask. That shift, from reactive to anticipatory, is what separates the brands that customers stay loyal to from those they leave without explanation. The technology to do it exists right now. Most companies are not using it. Pierre has spent 25 years at the intersection of data, technology, and customer experience, and he says this transformation is unlike anything he has seen before. The window to act is open. It will not stay that way. What You Will Learn About Anticipating Customer Needs With AI: What agentic AI actually is in plain language, why it is fundamentally different from prior AI capabilities, and what it means for your CX strategy starting now Why IBM's research found that technology stack limitations, not budget or talent, are the number one barrier preventing CMOs from delivering the customer experience they already know they need to deliver How agentic search engines are becoming a direct threat to brand digital presence, and what leaders need to do before their customers' AI agents start bypassing them entirely Why anticipating a customer's need before they express it is now a measurable competitive advantage, and what separates the companies building that capability from the ones still reacting How AI can read sentiment, detect frustration signals across structured and unstructured data, and trigger a response before a customer decides to leave Why conversion is the metric that tells the truth about whether your customer experience is actually working, and what NPS and CSAT consistently miss Download IBM's Win the Moment report now: https://www.ibm.com/thought-leadership/institute-business-value/en-us/report/customer-intent?utm_id=Stacy-Sherman-AdobeSummit-LinkedIn-IBVCMOStudy-04-16-26 #IBMPartner Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

If you've ever shouted “just let me talk to a person” at a chatbot, this one's for you. Jeannie Walters is joined by special cohost Brandon McGovern, Senior Director of Customer Experience at HP, to pressure-test the biggest question in AI customer service right now: how do we automate without breaking trust?We start with a headline that feels like a warning label. Norse Atlantic Airways offers dirt-cheap tickets, but customers say there's a catch: customer support is so locked behind tech that getting help can become impossible. We unpack why this isn't simply a “tech problem,” but a governance and leadership problem. When companies remove phone numbers, skip the escape hatch, and ignore high-emotion journeys like refunds and disruptions, they don't just frustrate people, they create financial harm and open the door to fraud.Then we zoom out to the enterprise reality. Cisco's line that adopting AI is “like surgery without the drugs” is painfully honest, and it frames the messy middle many CX teams are living through. We talk about why rushing to automate tasks can amplify mistakes, how to redesign workflows around outcomes, and why “faster” is the wrong North Star compared to what's now possible. Along the way, we dig into authenticity, rising customer expectations, and why AI is killing the illusion of fine print as customers use their own tools to read policies and push back.If you're leading CX, contact centers, or digital support, you'll leave with practical guardrails for pilots, measurement, and intent selection. Subscribe, share this with a teammate, and leave a review with the biggest AI question you're wrestling with right now.About Brandon McGovernSenior Director of Customer Experience at HPUnderstanding your customers isn't enough. I build the systems that turn that understanding into outcomes.I'm a Senior Director of Customer Experience at HP, leading enterprise-wide measurement, analytics, and operations that enable the company to understand and act on customer sentiment in real time. I oversee a global Voice of the Customer ecosystem capturing tens of millions of signals annually, translating them into product, service, digital, and brand strategy decisions across the business.My work has delivered double-digit NPS improvements and material revenue impact by shifting CX from a reporting function to an operational and strategic capability - powered by data, automation, and applied AI.Beyond enterprise implementation, I build with AI hands-on - personal projects in game design, product prototyping, and workflow automation using Claude, Lovable, and other tools. Building outside my domain teaches me where AI actually breaks down, which makes me a better architect of AI-powered operating models at work.I bring engineering depth coupled with business leadership (MBA, MS in Electrical Engineering, Stanford executive education), and I specialize in building scalable CX platforms, driving cultural change, and aligning executives around customer-led transformation. Follow Brandon on LinkedIn: https://www.linkedin.com/in/brandonmcgovern/Articles Mentioned:- Norse Atlantic Airways Offers Dirt-Cheap Tickets. There's a Catch (Wired) -- https://www.wired.com/story/norse-airlines-ftc-complaints-ai-scams/- Cisco exec says adopting AI is like 'surgery without the drugs' (Business Insider) -- https://www.businessinsider.com/cisco-ai-adoption-customer-service-2026-5- Dissatisfied: Three-fourths of AI customer service rollouts are a letdown (The Register) -- https://www.theregister.com/ai-ml/2026/05/13/ai-customer-service-bots-get-rolled-back-at-74-of-firms/5239800Enjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Ep 351: Women & Crime: Reconsidered is where we revisit our episode catalog and bring new insights, behind the scenes or updates. Brand new episodes are STILL every Tuesday! Original Airdate: 11/30/21 In 1944 Abbeville Alabama, a young African American woman was abducted and assaulted by 7 white men on her way home from church. During a time when the world was against her, the woman bravely fought for her justice; and ultimately, it was this woman's courage that would help spark a mass-movement for racial justice. Sources for Today's Episode: Apa.org (American Psychological Association) Nmaahc.si.edu (National Museum of African American History and Culture) The Washington Post Womenshistory.org Blackpast.org Nbc.org Nps.gov History.com Naacp.org Credits: Written and Hosted by Amy Shlosberg and Meghan Sacks Produced & Edited by James Varga Music by Dessert Media Help is Available: If you or someone you know is in a crisis situation, or a victim of domestic, or other violence, there are many organizations that can offer support or help you in your specific situation. For direct links to these organizations please visit https://womenandcrimepodcast.com/resources/ Learn more about your ad choices. Visit megaphone.fm/adchoices

National Trust for Historic Preservation v. NPS

BRITISH POLICE HANDCUFFED A DYING TEENAGER ON THE WORD OF HIS KILLER. Full coverage of the Henry Nowak murder, verdict, and courtroom confrontation — plus America's 250th anniversary restoration push, Rubio's Munich speech, Judge Napolitano on the Gitmo case that's been running for 15 years with no trial date, and Jade Warwick on the policing culture that made Southampton possible. ⚰️ Henry Nowak — the murder, the bodycam footage, the one-day verdict, and what "I can't breathe" means when a white boy says it ⚖️ The trial — a "convincing but wholly false" defense, buried sentencing remarks, and a family that screamed "racist" at the victim's parents in open court

Welcome to the Prehospital Emergency Care Podcast! In this episode, Greg Muller discusses the article Promotion of Emergency Medical Services: A National Analysis of Clinician Willingness to Recommend the Profession with authors Jacob Kamholz and Ash Panchal. This article explores a novel approach to assessing EMS workforce sentiment using the Net Promoter Score (NPS). Guests Jacob Kamholtz and Ash Panchal discuss how NPS can serve as a benchmark for EMS career advocacy, workforce sustainability, and future planning, highlighting key findings and implications for EMS leadership. Featured Article Kamholz JC, Gage CB, van den Bergh SL, Riel KM, Powell JR, Panchal AR. Promotion of Emergency Medical Services: A National Analysis of Clinician Willingness to Recommend the Profession. Prehosp Emerg Care. 2026 Feb 20:1-7. doi: 10.1080/10903127.2026.2619038.     As always THANK YOU for listening. Hawnwan Philip Moy MD (@pecpodcast) Scott Goldberg MD, MPH (@EMS_Boston) Jeremiah Escajeda MD, MPH (@jerescajeda) Joelle Donofrio-Odmann DO (@PEMems) Maia Dorsett MD PhD (@maiadorsett) Lekshmi Kumar MD, MPH(@Gradymed1) Greg Muller DO (@DrMuller_DO) Ariana Weber MD (@aweberMD4) Rebecca Cash PhD (@CashRebeccaE) Michael Kim MD (@michaeljukim) Rachel Stemerman PhD (@steminformatics) Nikolai Arendovich MD

This week, Ivy Slater, host of Her Success Story, chats with her guest, Adrianne Nickerson. The two talk about the challenges women founders face in raising capital, the strategic formation of partnerships with major health systems, and how Oula is addressing both the medical and emotional needs of women before, during, and after pregnancy—all with the goal of transforming women's healthcare in the U.S. In this episode, we discuss: How Adrianne Nickerson identified the problems with traditional maternity care and designed Oula's innovative, team-based care model combining midwives, OB-GYNs, and care navigators to create a more personalized, supportive experience for women. What it took to develop partnerships with major institutions like Mount Sinai, Stanford, and a soon-to-be-announced Charlotte, NC location, and what shifting market trends made big institutions willing to consider new care models. When market conditions, such as changing consumer sentiment about over-medicalization and health workforce shortages, accelerated Oula's traction with health systems. Why the U.S. maternity care system was overdue for change, with poor outcomes, high costs, and a one-size-fits-all approach that left many women dissatisfied or even traumatized by their experiences. How constraints, obstacles, and even pandemic-era disruptions created unexpected opportunities to refine and scale the Oula business model. Adrianne Nickerson founded Oula in 2019, a collaborative maternity care practice that brings together midwives, OBGYNs, and care navigators to provide comprehensive care before, during, and after pregnancy. The practice delivers a full range of clinical services — preconception counseling, pregnancy care, hospital birth, postpartum support, and ongoing gynecology care — complemented by 24/7 care navigation, virtual support, educational resources, and expert-led workshops. Oula's team-based model emphasizes shared decision-making and personalized,whole-person care, consistently achieving outcomes that exceed national benchmarks: fewer cesarean births, lower preterm birth rates, higher VBAC success, and an average NPS of 90+. Oula accepts most major insurances, including Medicaid, and serves patients across New York and Connecticut, with continued expansion underway. Interested in learning more? Reach out to partners@oulahealth.com. Website: https://oulahealth.com/ Social Media Links: https://www.linkedin.com/in/adriannenickerson/      

John DiJulius explains why so many leaders believe their customer experience is improving while customers feel something very different. Summary: In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius unpack one of the most dangerous gaps in business today: the difference between what leaders think customers are experiencing and what customers are actually feeling. A 2026 customer experience report referenced in the episode found that 66% of CX practitioners believe customer experience improved last year, while only 17% of consumers agree. That gap is not just a measurement issue. It is a leadership issue. John explains why survey scores, dashboards, and internal reports can create false confidence. He also discusses why customer feedback often fails to become customer intelligence, how silos distort the experience, and why frontline employees are often closest to the truth but least empowered to fix recurring friction points. The episode challenges leaders to stop judging customer experience from the conference room and start getting closer to the real customer journey. Companies that want to build loyalty, reduce friction, and create a true competitive advantage must measure what matters, listen to what customers are actually saying, and follow through with systems, standards, and accountability. Takeaways There is often a major gap between what companies think they are delivering and what customers actually experience. Leaders may be investing in CX, tracking scores, and launching initiatives, but customers may still not feel meaningful improvement. Survey scores alone are no longer enough. John argues that survey fatigue has made traditional feedback less reliable. Many customers do not complain; they simply leave. Customer feedback and customer intelligence are not the same. Feedback tells you how someone feels about an interaction. Customer intelligence helps you understand who the customer is, what they need, what they value, and where friction exists. Frontline employees often know the problems before leadership does. Contact center teams, sales teams, and customer-facing employees hear recurring complaints daily. The problem is that many companies lack a system to capture and act on that intelligence. Silos create customer experience breakdowns. Departments often optimize for their own numbers, but customers experience the company as one organization. Implementation is where most CX initiatives fail. Launching the idea is easy. Measuring, training, coaching, reinforcing, and holding people accountable is the hard part. Leaders need to become their own customers. Ordering your own product, calling your own contact center, testing your own digital journey, and experiencing your own process can expose friction dashboards miss. Customer experience is not a short-term ROI play. Cost-cutting, discounting, layoffs, and acquisitions may improve short-term numbers, but they can damage the long-term experience. AI can help leaders hear the real customer voice. Customer sentiment analysis can reveal recurring issues across calls, chats, emails, and support interactions without relying only on low-response surveys. The ultimate question is not, "Are we working on CX?" It is, "Would our customers say it is actually better?" Quotes "Customer experience can't be judged from the conference room alone." "If customers are not feeling the improvement, then the work isn't finished." "Survey scores can create false confidence if they are not connected to the real customer journey." "Feedback is one thing. Customer intelligence is another." "The frontline often knows where the friction is. The question is whether leadership has a system to hear it and fix it." "EX equals CX. What employees experience, customers will experience." "Don't just ask, 'Are we working on customer experience?' Ask, 'Would our customers say it is actually better?'" "Implementation is the hard part. Launching the idea is easy." "Some customers do not complain. They just quietly leave." "Leaders need to roll up their sleeves and get closer to the customer." Chapters List 00:00 – Introduction: The Gap Between CX Perception and Reality Denise introduces a major disconnect between what CX professionals believe and what consumers report feeling. 01:58 – Why Companies Think Experience Is Improving John explains why there may be a lag between CX initiatives and customer perception, but also why leaders may be missing the real experience. 03:43 – Why CX Initiatives Fail After Launch John discusses flavor-of-the-month initiatives, poor execution, and the importance of measurement, training, coaching, and accountability. 04:52 – How Leaders Become Disconnected from Customers John explains how growth, P&L pressure, and short-term decision-making can distance leaders from the actual customer experience. 06:54 – The Role of Silos in Customer Experience Gaps Denise and John discuss how departments can unintentionally create friction when they do not understand one another's impact on the customer. 08:48 – Signs of a Customer Experience Delusion John challenges companies that rely too heavily on surveys and NPS without understanding what those metrics may be missing. 10:26 – AI, Customer Sentiment, and Real-Time Intelligence John explains how AI can help companies identify recurring customer issues through calls, emails, chats, and sentiment analysis. 11:45 – Customer Feedback vs. Customer Intelligence John defines customer intelligence and explains why different customer avatars have different needs, expectations, and pain points. 14:14 – Why Companies Collect Feedback but Fail to Act Denise and John discuss why employees and customers stop giving feedback when nothing changes. 16:51 – How Leaders Can Stay Close Without More Surveys John recommends AI sentiment analysis, contact center focus groups, and direct conversations with frontline employees. 18:41 – Becoming Your Own Customer Denise shares an example of executives testing their own product experience and finding major improvements before launch. 20:04 – How to Know CX Strategy Is Working John explains the importance of a return-on-experience dashboard, employee energy, task forces, and internal alignment. 21:54 – Consulting CTA Denise explains how The DiJulius Group helps organizations uncover friction, build systems, and create consistency at scale. 22:43 – The Danger of Relying Only on Survey Scores John explains why low response rates and incomplete survey answers can distort the truth. 23:27 – What Companies Should Do This Quarter John recommends speaking directly with VIP customers, creating a CX champion, forming a task force, and following a proven methodology. 24:44 – Closing Challenge Denise challenges leaders to ask whether customers would say the experience is actually better. Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch.Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate.Most companies think customer loyalty is about retention but the real metric is referrals.In this episode of the UnChurned Podcast, Josh Schachter sits down with Fred Reichheld the creator of Net Promoter Score (NPS) & Author of Winning on Purpose, to unpack why the companies that grow the fastest aren't just keeping customers happy they're creating customers who bring others with them.Fred shares the origin story behind NPS, why traditional customer satisfaction metrics failed, and how referral-driven growth became the hidden engine behind some of the world's most successful businesses.They also dive into:- The moral principles behind enduring companies- Why referrals matter more than repeat purchases- How customer experience connects directly to shareholder value- The viral nature of trust and word of mouth- Why entrepreneurs should obsess over “bring your friends” growthIf you're building a business, scaling customer success, or trying to create real word-of-mouth momentum, this episode is a masterclass in profitable growth.Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com---Timestamps00:00 – Intro to Fred Reichheld & the Origins of NPS02:05 – The Hidden Pattern Behind the World's Best Companies04:32 – “Back for More and Bring Your Friends”07:18 – Why Customer Satisfaction Metrics Failed10:41 – The Moral Foundation of Great Businesses14:05 – How NPS Went Viral Before Social Media17:12 – Why Trust Still Drives Buying Decisions20:46 – The Real Economics Behind Referrals24:18 – Investing Based on Net Promoter Scores28:02 – Why Referrals Are the Ultimate Growth Engine---Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.---Where to Find the GuestFred Reichheld: https://www.linkedin.com/in/fredreichheld/---Where to Find Josh:LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

Sponsored by the Institute for Functional Nursing. Learn more about our programs at www.fxnursing.com How should nurses list credentials after their name? In this episode of the Functional Nurse Podcast, Dr. Brigitte Sager explains how nurses, nurse practitioners, and advanced practice nurses can understand and display their professional credentials with more clarity and confidence. If you have ever wondered whether RN, BSN, MSN, DNP, APRN, NP, board certification, holistic nursing certification, or your other credentials should come first, this episode will help you make sense of the “alphabet soup” after a nurse's name. Brigitte breaks down the difference between academic degrees, nursing licensure, advanced practice titles, national board certifications, specialty certifications, and program-created certificates. You'll also hear how credentialing applies to nurses entering functional, holistic, and integrative healthcare. Brigitte discusses holistic nursing board certification through AHNCC, the Institute for Functional Medicine's certification process, and the future need for a true functional nursing board certification. This episode is especially helpful for RNs, NPs, APRNs, nurse entrepreneurs, holistic nurses, functional medicine nurses, integrative health professionals, and nurses pursuing advanced education or specialty training. Whether you are updating your email signature, website bio, resume, professional title, or social media profile, this conversation will help you think more carefully about credibility, professionalism, and how to represent your qualifications accurately. In this episode: How to list nursing credentials after your name The difference between degrees, licenses, certifications, and certificates Where RN, NP, APRN, MSN, DNP, and board certifications fit Why credential order matters for nurses and nurse practitioners What holistic nursing certification means How IFM certification fits into functional medicine education Why functional nursing needs clearer professional standards How nurses can communicate credibility in functional and integrative healthcare Learn more about the Institute for Functional Nursing: www.fxnursing.com

DPC Is Growing in Pediatrics: Dr. Andrew Hertz on Zest's Expansion, Survey Findings, and the Future of CareThe Pediatric Lounge welcomes returning guest Dr. Andrew Hertz, co-founder and president of the Zest Pediatric Network, to discuss the growth of direct pediatric care (DPC) and results from Zest's national survey. Hertz reports Zest's expansion from three Cleveland-area practices to 10 sites opening by summer, with 13 physicians across Ohio, Pennsylvania, and Florida, and describes using annual surveys because pediatric DPC data was previously lacking and the movement is growing about 25% yearly. Survey findings include that pediatric DPC is largely women-led (about 90%), mid-career, mostly solo practices; most charge $100–$175 per child per month with panels under 250 patients; about 48% are AAP members; and many report improved satisfaction and less moral injury. They discuss DPC benefits such as reduced office, urgent care, and ED visits, challenges with insurance and Medicaid capitation without CPT codes, AI's operational promise and societal risks, and employer value focused more on employee satisfaction than pediatric ROI.00:00 Welcome Back Dr Hertz01:30 Zest Network Growth02:50 Why Survey DPC03:49 Who Joins DPC05:06 Boards and MOC Debate09:31 AAP Membership Questions13:54 Why DPC Is Rising18:22 AI vs EHR Efficiency22:03 Insurance and Capitation25:14 Hybrid Models and Access29:08 Costs and Who Can Afford32:45 Medicaid Capitation Hurdles35:06 Data Without CPT Codes36:24 Data Without Red Tape37:07 ICD-10 and Simple EMRs38:23 Holistic Prevention Coaching41:32 Defining DPC Success42:43 Net Promoter Score Explained46:10 NPS for Behavior Change49:19 Storytelling to Drive Adoption55:53 AI in Pediatrics Promise and Peril01:03:21 Beyond DPC Payment Models01:06:15 Employers and Care Navigators01:09:24 Closing Thoughts and Growth01:11:31 Podcast OutroSupport the show

Subscribe to DTC Newsletter - https://dtcnews.link/signupCharlie Cole watched FTD go from a $1.8 billion publicly traded company to a $60 million bankruptcy auction in eight months. His first day as CEO was March 23, 2020, the first day of national lockdown.Before that he ran digital at Tumi, Samsonite, Lucky Brand, and Shift Nutrition. Today he's interim Chief Digital Officer at Thuma.This episode is a tactical sit-down on what actually drives growth right now in a Meta + AI world.In this episode:Why "creative is the new targeting" is only half the answerThe exact death spiral most DTC brands follow on the way to margin collapse (no sale, semi-annual sale, sale page, sitewide 20%, Amazon, done)How Charlie engineered personas at FTD across customer, consumer, and eventThe florist's choice insight: highest NPS in the category, by 20-40%The 2011 Dr. Oz campaign that nailed funnel congruency before anyone called it thatWhy personalization was a misnomer until about two years agoThe three "swimsuit for vacation" shoppers who should never see the same pageWhy YouTube is still massively underutilized, and why most brands run it wrongThe product question that decides whether any of this mattersWho it's for: DTC founders and operators scaling from $10M to $250M who want to grow without turning their brand into a discount machine.What to steal:Build acquisition around your highest-LTV segments, not your lowest CACTreat creative and landing pages as one system, not two teamsStop letting platforms grade their own homework on attributionAudit where you sit on the discount death spiral before it owns youTimestamps:0:00 Career Journey Into Ecommerce2:48 Inside the FTD Turnaround14:20 How Customer Behavior Changed During COVID23:18 Creative Is The New Targeting36:05 AI's Biggest Ecommerce Unlock43:02 Why Most Brands Test Creative WrongSubscribe to DTC Newsletter - https://dtcnews.link/signupAdvertise on DTC - https://dtcnews.link/advertiseWork with Pilothouse - https://dtcnews.link/pilothouseFollow us on Instagram & Twitter - @dtcnewsletterWatch this interview on YouTube - https://dtcnews.link/video

Alex Atkins is the VP of Growth and Operations at Sturdy.ai, an AI-powered customer intelligence platform that turns customer conversations across emails, chats, tickets, and calls into actionable insights for B2B teams. Drawing on a background in psychology, communications, marketing, business analytics, and growth, Alex helps teams better understand churn signals, retention risks, and expansion opportunities so they can act faster and more intelligently. In this episode… Customer churn is one of the most significant challenges in business, yet so many teams fail to pinpoint the exact reasons behind it. With all the data available, why do teams still miss the warning signs until it's too late? With experience spanning growth, operations, analytics, and customer intelligence, Alex Atkins brings a data-driven perspective to why teams often miss churn signals. He says the key to understanding churn lies in connecting the dots between seemingly disconnected signals. Alex points out that while teams often focus on isolated factors, churn is rarely caused by one issue. Instead, it's usually a combination of small, overlooked signals, like underutilization, executive changes, slow responses, or product confusion, that build over time. When teams miss those patterns, they end up reacting too late and lose retention opportunities that could have been saved with the right insights. In this episode of the Revenue Engine Podcast, Alex Gluz is joined by Alex Atkins, VP of Growth and Operations at Sturdy.ai, to discuss why customer churn is often misunderstood. Alex shares insights on why traditional health scores and NPS often miss the mark, how signal combinations can predict churn before it happens, and why dashboards are not enough without ownership and action. He also talks about how real-time customer intelligence can transform growth strategies, retention efforts, and expansion opportunities.

In this episode, Monika unpacks the growing inflation pressures quietly building beneath the economy and explains why the recent ₹3 fuel price hike is likely only the beginning of a longer and more uncomfortable adjustment cycle. She breaks down the widening gap between wholesale inflation and consumer inflation, showing how the government and oil companies had been absorbing massive fuel losses for months before finally passing some of the burden to consumers. From rising transportation costs to the ripple effects on household expenses, she explains how inflation slowly spreads through every corner of daily life. She also warns that while food prices have remained relatively manageable so far, risks from a weak monsoon and rising fertiliser costs could soon intensify the pressure.She then zooms out to examine the larger global and economic backdrop shaping this decade. What began as a period of strong growth potential for India has instead collided with war-driven supply shocks, volatile commodity prices, and slowing global growth. Monika discusses why higher inflation will likely mean higher interest rates, more expensive loans, slower economic momentum, and greater market volatility in the months ahead. Yet she also cautions against falling into panic or “collapse thinking,” arguing that India still has the policy capacity to manage the crisis. Her advice throughout is grounded and practical: postpone unnecessary expenses, avoid risky speculation, maintain liquidity, and focus on financial resilience rather than dramatic portfolio changes. The larger message is one of disciplined realism — difficult periods require prudence, patience, and perspective, not fear.In listener queries, Abhishek Kumar seeks guidance on building separate investment plans for his daughter's education and his retirement while planning an eventual return to India, leading to a discussion on long-term SIPs, NRE investing, and disciplined asset allocation; Meera asks how to thoughtfully deploy a ₹1 crore windfall after exiting direct equity investments, raising broader questions around index investing, asset allocation, NPS, and financial planning for single women; and an anonymous 24-year-old IT professional looks for clarity on building his very first long-term investment portfolio, prompting a conversation on keeping portfolios simple, using index funds effectively, balancing equity and debt, and avoiding unnecessary complexity early in the investing journey.Chapters:(00:00 – 00:00) Why Inflation Is Starting to Show Up Everywhere(00:00 – 00:00) Fuel Prices, Global Shocks and the Cost of Living Ahead(00:00 – 00:00) Building Long-Term Wealth as an NRI Returning to India(00:00 – 00:00) Designing a Safe ₹1 Crore Portfolio Without Losing Growth(00:00 – 00:00) A Simple Investing Framework for a 24-Year-Old BeginnerIf you have financial questions that you'd like answers for, please email us at ⁠mailme@monikahalan.com⁠ Monika's book on basic money management⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.monikahalan.com/lets-talk-money-english/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Monika's book on mutual funds⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.monikahalan.com/lets-talk-mutual-funds/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Monika's workbook on recording your financial life⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.monikahalan.com/lets-talk-legacy/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Calculators⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://investor.sebi.gov.in/calculators/index.html⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠You can find Monika on her social media @monikahalan. Twitter ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@MonikaHalan⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Instagram ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@MonikaHalan⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Facebook ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@MonikaHalan⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@MonikaHalan⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Production House: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.inoutcreatives.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Production Assistant:⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Anshika Gogoi⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Los retailers que más crecen en HOT SALE no tienen el descuento más agresivo, sino el proceso más inteligente: antes, durante y después de la campaña.En este episodio de eCommerce Rockstars by AMVO, Pierre-Claude Blaise (CEO de AMVO) conversa con Erika Diaz, VP de eCommerce, Mercadotecnia y Relaciones Públicas de The Home Depot México. Erika comparte la visión completa del embudo (marca, conversión, experiencia y retención) de uno de los casos más inspiradores de madurez omnicanal en México.Descubre:El proceso de mejora continua: Cómo un líder de retail transforma la experiencia de cada campaña en decisiones más inteligentes para el siguiente ciclo.Estrategia de descuentos como ventaja competitiva: La lógica detrás de diseñar ofertas que construyen lealtad a largo plazo, en lugar de solo generar transacciones estacionales.La ejecución omnicanal en alta presión: Cómo la complejidad operativa en una categoría como mejoras para el hogar se convierte en una ventaja cuando la orquestación es sólida.Métricas de éxito post-campaña: Por qué el GMV no es suficiente para medir la sofisticación digital, y qué indicadores (como la tasa de recompra y el NPS) realmente definen el éxito.Este episodio es un referente estratégico para directores de eCommerce que buscan elevar el estándar de calidad en el ecosistema mexicano y convertir al 84% de los compradores digitales que esperan promociones en clientes de largo plazo.Invitada: Erika Diaz, VP eCommerce, Mercadotecnia, Relaciones Públicas y Servicios Especiales, THE HOME DEPOT MéxicoHost: Pierre-Claude Blaise, CEO, AMVOTakeawaysPromociones como incentivo principal para compras en líneaImportancia de la mejora continua y el análisis post-Hot Sale Hot Sale success goes beyond sales and includes customer engagement and brand loyalty.Omnichannel integration and customer-centric strategies are crucial for ecommerce success.Chapters00:00 El Impacto de las Promociones en el Retail Digital Mexicano22:36 Estrategias de Precios y Programas de Lealtad28:09 Creating Customer Loyalty36:16 Post-Hot Sale Strategy44:41 Rapid Fire Q&A

Only 40% of hotel tech revenue-side professionals hit their full bonus target. Glenn Haussman and Dr. Producer Suzanne Bagnera talk with Ed Clark, Founder of Hospitality Tech Jobs, about his new salary + sentiment report and what it says about hiring, comp, and career paths in hotel tech.

The Navy is ensuring its officers at the highest levels understand how artificial intelligence works as it adopts and integrates it into its warfighting functions. The Naval Postgraduate School is at the center of those efforts, providing both the courses and the technology to drive that learning. For more on what NPS is doing, Federal News Network executive editor Jason Miller caught up with Randy Pugh, the vice provost for warfare studies, the director of the Office of Warfare Studies and the lead of the AI task force.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

If your organization isn't obsessed with how fast your people can learn, you're already falling behind in the race to "out-learn" the competition. In this episode, I'm joined by Susan LaMonica, the Chief Human Resource Officer at Citizens Financial Group—a super-regional bank with $226 billion in assets and 18,000 employees.  We explore how they are driving a massive workforce transformation to build a team that is ready for the future of work. We dive deep into their journey of becoming a skills-based organization and how they use a "skills taxonomy" and an internal talent marketplace to support mobility and career development. Susan also explains their "measured approach" to AI governance within a heavily regulated industry, including the role of their Generative AI Council. We unpack their "Reimagine the Bank" initiative, where they are rethinking 47 different business processes to drive value and effectiveness. From launching internal "gigs" to tracking productivity metrics like customer NPS and employee sentiment, this conversation is a strategic guide for any leader looking to blend high-tech tools with a human-centered culture. Watch the full video on YouTube ---------- Start your day with the world's top leaders by joining thousands of others at Great Leadership on Substack. Just enter your email: ⁠⁠https://greatleadership.substack.com/ Quick heads-up: my new book, The 8 Laws of Employee Experience, is a practical playbook for building an environment where people do their best work—order a copy here: https://bit.ly/8exlaws

USFS LEO (and former NPS ranger) Brian Fields shares some wild tales from his time in the US Forest Service - we're not kidding - you can't make this stuff up.  But still... just a day in the life of a law enforcement officer sworn to protect a few million acres of our public lands.Support the show!For bonus content join our Patreon!patreon.com/CrimeOfftheGridFor a one time donation:https://www.buymeacoffee.com/cotgFor more information about the podcast, check outhttps://crimeoffthegrid.com/Check out our Merch!!  https://in-wild-places.square.site/s/shopFollow us on Instagram https://www.instagram.com/crimeoffthegridpodcast/ and  (1) Facebook

After seven years and so many powerful stories, Craig announces a tectonic shift in the BFTA plates.Support the show! https://www.buzzsprout.com/396871/supportBringing Therapy into Med Management-- An intensive workshop for psych NPs and PAs, June 3-6 2026 in Ft Collinshttps://www.craigheacockmd.com/bringing-therapy-into-med-management/"I Love You, I Hate You, Are You My Mom?"  An intensive experiential workshop exploring transference and countertransference with Dr. H and Dr. Hillary McBride, June 18-20 2026 in Vancouver/Chilliwack BChttps://www.craigheacockmd.com/i-love-you-i-hate-you-are-you-my-mom/Explore every episode through themes, domains, formats, and speakers. The BFTA CODEX is a listener-built and curated field guide to the podcast. https://bfta-codex.orgBFTA episode recommendations/Podcast pagehttps://www.craigheacockmd.com/podcast-page/BFTA on IG @backfromtheabysspodcasthttps://www.instagram.com/backfromtheabysspodcast/Support the show

Mukhtar Kadiri: Why Success Means Nothing If the Project Doesn't Move the Business Forward — And How Public Commitments Keep You Honest Read the full Show Notes and search through the world's largest audio library on Agile and Scrum directly on the Scrum Master Toolbox Podcast website: http://bit.ly/SMTP_ShowNotes.   "If you're not careful with success, you can deliver a project, but the project will really not do much for the business." - Mukhtar Kadiri   For Mukhtar, success is personal — he's the kind of project leader who gets emotionally invested, who thinks about the project after hours, who needs recovery time between engagements. And that emotional investment shapes how he defines success: not as hitting deadlines or completing tasks, but as delivering real business value. He breaks success metrics into three buckets using his signature rule of three: business and product metrics (NPS, revenue, market penetration), project management metrics (velocity, burn-down, risk scores), and software and system metrics (availability, transactions per second, platform health). But the real insight is in how he holds himself accountable. Mukhtar makes public commitments at the start of every project — "Expect status updates from me every week" — because he knows that the discipline of narrating the project's story every week forces him to truly understand what's happening. A status report isn't bureaucratic busywork when you approach it as storytelling: you have to make sense of the data, surface what's relevant, and articulate where the project actually stands. If you can't tell the story, something's missing from your understanding. That weekly narrative becomes both an accountability mechanism and an early warning system.   Self-reflection Question: Can you tell the story of your project right now — not just the tasks completed, but the narrative of where it stands, why, and what that means for the business? Featured Retrospective Format for the Week: What Worked / What Didn't Work / Next Steps Mukhtar is a firm believer in simplicity, and his favorite retrospective format reflects that — the classic "What worked, what didn't work, and next steps." He applies his rule of three here as well: three categories are easy for humans to hold in their heads, removing cognitive overhead so the team can focus on the conversation itself. But Mukhtar is quick to point out that a simple structure can still produce terrible retrospectives. What matters more is the facilitation: making sure people feel safe at the very start, level-setting so participants can "land" into the retrospective after jumping from another meeting, giving everyone a moment of quiet introspection to write things down before discussion begins — ensuring both quiet and loud voices are heard. He prepares for every retrospective because, as he puts it, "if you run a bad retro, you could do damage to your team morale and your project." Active facilitation — watching for who isn't speaking, encouraging quieter voices, managing tone — is what transforms a simple format into a powerful conversation.   [The Scrum Master Toolbox Podcast Recommends]

Send us Fan MailAI is making marketing “look” easier, but it's also making brands harder to tell apart. We're sharing an edited version of a private keynote where I explain the real shift happening right now: AI doesn't just democratise competence, it commoditises it and that collapse of differentiation forces CMOs, agency owners, and marketing leaders to rebuild how they create value.I walk through why the future CMO isn't the person with the biggest AI stack, but the leader who understands what AI cannot replace. We get concrete about the first and most important edge: trust. Attention can be bought, borrowed, or hacked, but trust drives pricing power, faster recovery from crises, stronger retention, and more referrals. I also break down a trust ROI approach that links NPS, referral velocity, retention, and reputation recovery to revenue so trust stops being “brand fluff” and starts living on an executive dashboard.From there, we move from content volume to a defensible point of view. If a competitor could swap their logo onto your content and it still feels right, you're producing competent noise. A clear position attracts community, not just audience, and community compounds credibility through participation over time. We close with the most uncomfortable truth: AI doesn't fix a lack of leadership, it amplifies it, and the CMO role is being reconstructed around value, trust, and strategic judgment.Listen, share it with a marketing leader who needs the reset, and if it helps, subscribe and leave a 5-star review so more people find the show.This episode is repurposed from a webinar for the More Agencies network on May 12, 2026. Read the blog article and show notes here: https://webdrie.net/why-trust-is-the-only-thing-ai-cannot-scale..........................................................................Metricool is a new official podcast partner of Web3 CMO Stories in 2026. Metricool helps marketers and creators bring structure, clarity, and consistency to their social media workflows through analytics, planning, and reporting. Listeners can try Metricool Premium for free for 30 days using the coupon code JOERI.......................................................................... 

It's hard to believe, but we've recorded 400 episodes of Profit by Design! After working with thousands of business owners, we can tell you this: most owners do not have a revenue problem–they have a design problem. They built businesses that depend on them to survive, and that catches up with them in the form of the survival trap and burnout. Thank you so much for showing up here with us every week to build a better business and better life. We are so honored to celebrate 400 episodes with you. Your time is so valuable, and we thank you for trusting us to be a part of your journey. This community means everything to us! From our work with thousands of business owners, we've learned that work should support life, profit creates freedom, A-players change everything, most owners are solving the wrong problem, and you're too close to your business to see it clearly. The owners who transform the fastest aren't the smartest or hardest-working, but they're the ones willing to stop guessing and seek support. If your business looks successful on paper but feels heavy in real life, it may be time for a different path. We can help! Join Melissa Kay and Dr. Sabrina Starling now!Profit by Design is a Tap the Potential production.Show Highlights:Feeling maxed out? You may be on the brink of the next wrong step on the treadmill of burnout!Is your business overweight? (Here's how to know!)Hiring the wrong person when you're not ready is a big mistakeEvery business decision needs to support profitability.Dr. Sabrina's commitment to a minimum of a 3:1 return on the investment of business coaching with Tap the Potential, solving the hiring problem, and giving business owners time freedomThe 4 Week Vacation book: Your guide to creating NO key team member dependency in your business (including you, the business owner)Making the most of the time with your children and other loved ones–so you live with no regrets.We are here to make your business profitable, but it's more important to us to help you build a life worth living.Successful entrepreneurs vs. burned-out entrepreneursThe reason we are NOT industry-specific in our coachingProof that our clients are happy: Our Net Promoter Score is 93! (The average American company has an NPS of 20!)Ready to make a change? Register for our free Jumpstart workshop on June 2-4. Click here for more info!Resources:Book a call with Kaitlyn today, and let's identify what's keeping you stuck, where you're the bottleneck, and what to focus on next in your business.Mentioned in this episode:Jumpstart Your Business!You've built a successful business—but it's still running you. Join us to reclaim 10 hours a week and finally step into your role as the owner—register now: https://www.tapthepotential.com/jumpstart.

If you want to figure out how to move from quarterly reporting on NPS trends, to coordinating cross-functional projects that actually improve your customer experience, this episode is for you.Sandra Fornasier on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Most SaaS leaders are asking the wrong question. They obsess over NPS and CSAT scores, celebrate high satisfaction ratings, and then watch customers quietly disappear. In this episode, Jeff Mains sits down with Rick DeLisi — co-founder of The Effortless Experience, creator of the Customer Effort Score (CES), and Chief Evangelist at Glia — to challenge one of the most dangerous myths in customer experience: that satisfaction equals loyalty.Rick reveals why the real driver of customer retention isn't how happy customers feel — it's how hard they had to work to get what they needed. He introduces the concept of "insidious disloyalty," explains why product failures are actually service failures in disguise, and lays out how AI can dramatically reduce customer effort when deployed correctly. For SaaS founders focused on retention, this episode is a fundamental shift in how to think about keeping customers.Key Takeaways4:22 — **The wrong question** — Rick explains why CSAT and NPS are company-centric metrics that don't predict future loyalty. The right question: "How much effort was required for you to get what you needed?"6:35 — **Insidious disloyalty** — Customers who leave without saying a word are more dangerous than those who complain. Silent churn gives you no opportunity to recover the relationship or learn from the failure.10:04 — **Customers want to stay** — Customers don't want to switch vendors. The goal isn't to build loyalty — it's to stop destroying it with high-effort experiences.11:23 — **Mitigate disloyalty, don't try to promote loyalty** — Promoting loyalty is less fruitful than eliminating the friction that causes customers to start looking elsewhere.14:37 — **There's no such thing as a product failure** — Every product failure immediately becomes a service issue. Future loyalty is shaped by how the service team responds, not by the failure itself.29:15 — **The biggest misconception about customer service** — Not every interaction is a relationship-building moment. Forcing fake friendliness on transactional interactions feels disrespectful, not warm.31:41 — **Neither extreme works** — Full automation fails just as surely as requiring humans for everything. The winning approach is intelligently routing issues to AI or live agents based on complexity.41:59 — **Surveys are just the entry point** — Quantitative survey scores tell you almost nothing. The real insight comes from qualitative follow-up conversations, and you need far fewer than you think.45:35 — **What customers are actually loyal to** — Customers aren't loyal to your company. They're loyal to their own decision to become your customer. Probe how your product makes them feel about themselves.45:58 — **The reframe** — Stop asking what customers think of you. Start asking how customers feel about themselves as a result of choosing you.Tweetable Quotes"The single question you can ask right after a service interaction to predict future loyalty: How much effort was required for you to get what you needed?" — Rick DeLisi"Insidious disloyalty is the customer who quietly disappears in the night. No explanation. No opportunity to recover. You didn't even learn anything." — Rick DeLisi"Trying to promote loyalty is far less fruitful than mitigating disloyalty." — Rick DeLisi"There's no such thing as a product failure. The moment something breaks, it becomes a service issue — and your customer's future loyalty depends on how you handle it." — Rick DeLisi"Customers aren't loyal to your company. They're loyal to their own decision to become your customer." — Rick DeLisi"Stop asking what customers think of you. Ask how customers feel about themselves as a result of being your customer." — Rick DeLisi"Your success in marketing is getting a customer to think about you 1% more. Your success in service is the moment they forget it was ever a problem." — Rick DeLisi"AI should be a part of every interaction — making things easier for customers, easier for your frontline, and more efficient for your company." — Rick DeLisiSaaS Leadership Lessons1. The metric you're measuring may be the reason you're losing customers. CSAT and NPS are lagging, company-centric indicators. They make you feel good but don't predict churn. Customer Effort Score — how hard someone had to work to get what they needed — is the far more accurate signal. Build your CX measurement strategy around effort, not satisfaction.2. Silent churn is the most expensive kind. Customers who leave without complaining are more costly than angry ones. Vocal detractors give you a chance to save the relationship and learn from it. The quiet exits give you nothing. Map your customer journey specifically to identify where insidious disloyalty can take root — low engagement, repeated friction, unanswered needs — before customers start shopping elsewhere.3. Your job isn't to create loyalty. It's to stop destroying it. Customers who sign up with you are already loyal — they just made the decision to trust you. Your real job is to protect that trust by removing friction at every touchpoint. Every high-effort support interaction is a crack in the foundation of a relationship that took real sales effort to build.4. Every product bug is a customer service test. When something breaks, customers don't remember the bug — they remember how you handled it. A fast, effortless resolution can actually strengthen loyalty. A slow, frustrating one will cost you the relationship even if you technically solved the problem. Invest in your service response capability as seriously as you invest in product quality.5. AI reduces effort — but only when it knows its lane. Generic AI frustrates customers. Vertical, context-aware AI resolves routine issues instantly and hands off complex ones to live agents with full context already loaded. The bar for good AI in service is simple: does it make the customer's experience easier or harder? If a customer has to fight through your automation, you've made the problem worse.6. In B2B SaaS, your champion's ego is part of the product. The person who bought your software has personal equity in that decision. When your product makes them look smart, delivers real ROI, and gives them a competitive edge internally, they become your best retention tool. When it doesn't, they quietly stop defending you. Probe how your product makes your champions feel about themselves — not just how it performs on paper.Guest Resourcesrick.delisi@glia.comwww.glia.comhttps://www.linkedin.com/in/rick-delisi-1122257/Episode SponsorThe Futureproof Series - https://www.youtube.com/playlist?list=PLfkXKUPZ5xuOqMPR7_gzGybncTtavyR1NThe Captain's KeysSmall Fish, Big Pond – https://smallfishbigpond.com/ Use the promo code ‘SaaSFuel'Champion Leadership Group – https://championleadership.com/SaaS Fuel ResourcesWebsite - https://championleadership.com/Jeff Mains on LinkedIn - https://www.linkedin.com/in/jeffkmains/Twitter - https://twitter.com/jeffkmainsFacebook - https://www.facebook.com/thesaasguy/Instagram - https://instagram.com/jeffkmains

Last week: the tolerance tax and what mediocrity costs you. This week: why you keep paying it. You've convinced yourself of five lies. And every lie is masking a deeper problem: you're failing your internal customers. LIE #1: "At least they show up." The story: "They're not great, but they show up and do the work." Something is better than nothing." The truth: Showing up is the baseline, not a virtue. It's the minimum, not an achievement. And "something" isn't better than nothing if it's costing you $100K/year in lost revenue, 15 hours/week of your time, and driving A-players away. The internal customer failure: You have a 47-step onboarding process for clients. For employees? "Here's your desk. Figure it out." You're treating your team like an afterthought while bending over backwards for customers. LIE #2: "Replacing them would be worse." The story: "What if the new person is worse? At least I know what I'm getting with this person." The truth: You're choosing the certainty of mediocrity over the possibility of excellence. Keeping someone you know is mediocre is a guaranteed loss. A new hire walking into infrastructure ramps 10x faster than a new hire walking into chaos. The internal customer failure: You have customer journey maps. You know every touchpoint for clients. But for employees? You have no idea where they're struggling, checking out, or about to quit. You're flying blind on the internal customer experience. LIE #3: "I don't have time to replace them." The story: "I'm already working 70-hour weeks. I'll deal with this when things calm down." The truth: Things will never calm down because you're spending 10-20 hours/week managing mediocrity. If you replaced them, you'd get that time back. You could spend 40 hours hiring someone great and get 520 hours back every year. The internal customer failure: You respond to customer feedback in 24 hours. Employee concerns? You ignore them for months. You track customer NPS but have no idea if your team would recommend working here. You're measuring what matters externally and ignoring what matters internally. LIE #4: "They're not that bad." The story: "They're fine. They get some things done." The truth: "Fine" is failing. "Fine" costs you $100K+/year and kills your culture. A-players see you tolerate "fine" and either leave or become fine themselves. "Fine" is contagious. The internal customer failure: You personalize every client interaction. You customize proposals, tailor solutions, listen deeply. But your team? Generic, one-size-fits-all management. No personalization. No listening. No understanding of what they need to thrive. LIE #5: "I can't afford to lose them right now." The story: "We're in the middle of a project / busy season. I'll deal with this later." The truth: There will always be a reason to wait. And while you wait, the tolerance tax compounds. Every day you wait = more lost revenue, burned time, eroded standards. The "right time" is now. The internal customer failure: You would never tell a customer "not right now, I'm too busy." But you do it to your team constantly. Their growth? "Later." Their concerns? "Not now." Their development? "When things calm down." You're treating your most important customers like they don't matter. THE PATTERN: Every lie is rooted in the same problem: You're treating employees like an afterthought while obsessing over external customers. You're running a five-star hotel for clients and a chaotic warehouse for your team. And it's killing retention, performance, and growth. THE REAL PROBLEM: Your employees are your internal customers. And right now, their experience sucks. You don't have: - A clear onboarding journey (they're drinking from a fire hose) - Role clarity (they don't know what success looks like) - Growth paths (they hit a ceiling with no way forward) - Autonomy (they're micromanaged or abandoned, never empowered) - Recognition (their wins go unnoticed, their concerns unheard) You wouldn't treat an external customer this way. So why are you treating your team this way? Because you don't see them as customers. You see them as resources. As expenses. As problems to manage. But your employees are your most important customers. They're the ones delivering the experience to your external customers. They're the ones executing your vision. They're the ones building your business. If their experience sucks, your business suffers. MONEY QUOTE: "You're running a five-star hotel for clients and a chaotic warehouse for your team." THE SOLUTION: Fix the internal customer experience. Stop treating your team like an afterthought and start treating them like the most important customers you have. Next week: The internal customer crisis. We'll break down the five touchpoints where you're losing your best people and why fixing the employee experience is the key to ending the hostage situation. ACTION STEP: Ask yourself: If my employees were my customers, would they renew? Would they recommend working here? Would they give me a five-star review? Be honest. That's the real measure of your internal customer experience. NEXT WEEK: "The Internal Customer Crisis: Why Your Employees Are Quitting (And It's Not About Money)" The real solution: go to https://bulletproofbusinessgrowth.com/coo, grab one of the last 25 founding member spots!

David Waldman is coming home! That's good, because the place has been falling apart without him. The Waldmans still have some tourism left in them though. They stopped at Lambert's Cafe (The Home of THROWED ROLLS!) to get their fill of hog jowls and fried chicken. I have catched some rolls there myself and recommend it. Later they stopped at Uranus, which I hear is a quite popular destination, although I personally have never had the pleasure of a visit. Chief Justice of the Trump Supreme Court, John Roberts asserts that his Supreme Court is not political. Giggling right-wing partisans wholeheartedly agree. Democrats who prefer to wait until all hope is lost feel that time might soon be approaching. Who would guess that Alligator Alcatraz would be a bad idea? Probably anyone who considered why its namesake closed. Rudy Giuliani is still "alive". Cigar aficionado Giuliani, 81, remains in poor health because of a noun, a verb, and 9/11. A Secret Service agent at a Trump event followed a woman up to her room, took off all of his clothes, and masturbated in the hallway. Even in the Kash Patel era, this is considered "unprofessional". Donald K. Trump had his "Military" force Apple to stop his iPhone from autocorrecting Melania's name to "Melody". He directed his motorcade to drive through the National Mall reflecting pool. Oh, and he kills a lot of people, too. What can you do about all of this? You can do many, many things. But you could begin with sending a letter to Congress for better treatment of public lands and federal employees or sending this letter demanding to stop further NPS staffing cuts and restore their staff!

What if your growth problem isn't leads—but what happens after the sale? According to LinkedIn, companies that prioritize customer experience achieve 24% faster revenue growth and 27% higher NPS scores than those without dedicated success teams. Meanwhile, Forbes reports that over 80% of customer success leaders expect their efforts to reduce churn in 2025. The message is clear: sustainable growth is built on what happens after “yes.” In this episode, Bradley Rausch—client experience architect and trusted “backend profit” partner—breaks down why most founder-led coaching and group programs don't have a lead problem, but a post-sale architecture problem. With six years of experience helping founders transform chaotic growth into scalable, higher-margin businesses, Bradley reveals how to turn every client into 1.5–2x more profit—without sacrificing values or burning out. From designing powerful first 72-hour onboarding experiences to building referral engines, testimonials, and smart ascension pathways, this conversation uncovers the four critical “sales” that actually determine long-term growth. If you've ever blamed bad leads, uncommitted clients, or overpromising sales teams, this episode will challenge that thinking—and show you where the real leverage lives. Because the businesses that scale the best don't just close clients well… they keep, grow, and multiply them.   For more information: https://www.bradleyrausch.com/ LinkedIn: @BradleyRausch Learn more about your ad choices. Visit megaphone.fm/adchoices

The Trident Room Podcast's TRP Unfiltered series delivers authentic, unedited conversations by a round table of TRP hosts, students and guests on a submitted topic … In this episode, the TRP team discusses their experiences at NPS, and how some longstanding naval traditions while underway have changed over the years. ------ In the latest episode of the Trident Room Podcast's Unfiltered series, show hosts Elaura and Anthony and their guests sit around a table in the Trident Room Rose Garden to discuss this week's topic. The views expressed during the Trident Room Podcast are those of the hosts, and do not represent official policy of the Naval Postgraduate School, the U.S. Navy or the U.S. Department of Defense.

Florida has three National Parks, and eleven total NPS locations. One of which is the famous Ocala National Forest. This week, we chat with Ryan Smart of the Florida Springs Council about a plan to convert the Ocala Forest into a brand new National Park in our state, and why Ryan thinks that's a bad idea.  Read the story that inspired this episode on The Alligator   Vote for us as Best Local Podcast at Orlando Weekly! Read more of my writing with the Community Paper right here! Thank you to Chelsea Rice for her incredible design of our logo! Follow Chelsea on Instagram here!   All of the music was originally composed.

Amidst a long catalog of previous BFTA stories featuring complex or developmental PTSD, today's story is one of classic DSM-style PTSD, it's a story of both medical and parenting trauma, of facing the fear of annihilation and death. In this three part story,  first we hear Tracy tell of the increasingly severe medical challenges of her children, then Tracy flashes back to describe her own terrifying emergency hospitalization as a 5 year old, then finally we trace Tracy's treatment journey through traditional psychotherapy and eventual MDMA-assisted therapy as she tries to find a way to calm her nervous system and find peace.Support the show! https://www.buzzsprout.com/396871/supportBringing Therapy into Med Management-- An intensive workshop for psych NPs and PAs, June 3-6 2026 in Ft Collinshttps://www.craigheacockmd.com/bringing-therapy-into-med-management/"I Love You, I Hate You, Are You My Mom?"  An intensive experiential workshop exploring transference and countertransference with Dr. H and Dr. Hillary McBride, June 18-20 2026 in Vancouver/Chilliwack BChttps://www.craigheacockmd.com/i-love-you-i-hate-you-are-you-my-mom/Explore every episode through themes, domains, formats, and speakers. The BFTA CODEX is a listener-built and curated field guide to the podcast. https://bfta-codex.orgBFTA episode recommendations/Podcast pagehttps://www.craigheacockmd.com/podcast-page/BFTA on IG @backfromtheabysspodcasthttps://www.instagram.com/backfromtheabysspodcast/Support the show

So many Canadian small towns have lost their only doctor. But when this happened in Wembley, Alberta, two nurse practitioners stepped in thanks to new provincial legislation allowing NPs to run their own clinics and bill the province directly, as a family doctor would. Though doctors' organizations are pushing back, patients in Wembley are thrilled with this new model of primary care.

The Trump administration withdraws its National Park Service director nominee, leaving the agency under acting leadership, while a proposed 2027 budget would cut NPS operations by about $736 million (over 25%) alongside a new $10 billion DC construction/beautification program. The Lincoln Memorial Reflecting Pool is turning “American Flag Blue,” and non-resident park fee revenue rose by about $2 million year over year, far below projections. Two recent fatal accidents at Zion National Park, Grand Teton's robotic sage grouse decoys, a whistleblower complaint alleging widespread lead paint risks in Yellowstone employee housing, and more. 00:00 This Week 00:40 NPS Nominee Withdrawn 01:47 Proposed Budget Cuts 02:33 Lincoln Memorial Pool Turns Blue 03:55 Non-Resident Fee Revenue  04:51 Zion Trail Fatalities 05:35 Robotic Birds for Sage Grouse 07:25 Yellowstone Housing Lead Risks 08:21 Boundary Waters Mining Fight 09:54 California State Park Expansion 10:54 Wrap Up

Learn how to prove customer experience ROI by measuring Return on Experience, customer retention, referrals, earned sales growth, complaints, and loyalty. Summary: Customer experience leaders are facing a new reality: it is no longer enough to say customer experience matters. Executives want proof. In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DiJulius discuss why CX leaders are being asked to connect experience initiatives directly to business outcomes like retention, referrals, loyalty, complaints, customer effort, close ratios, and revenue growth. John explains why customer satisfaction is too low of a bar, why NPS and surveys alone do not tell the full story, and why organizations need a clear Return on Experience dashboard to prove the financial impact of customer experience. He also breaks down why journey mapping often fails, how inconsistency damages brand trust, and why broken handoffs quietly cost companies revenue. The episode gives customer experience leaders a practical way to move from "warm and fuzzy" to measurable, executive-level business impact.   Key Takeaways 1. Customer satisfaction is too low of a bar Satisfied customers are not necessarily loyal. They may simply be customers who were not frustrated enough to complain. Leaders need to measure whether customers are staying, buying again, referring others, and spending more. 2. CX leaders need to prove financial impact Customer experience competes for budget against sales, marketing, IT, AI, and other departments. If CX leaders cannot show measurable business outcomes, they risk being viewed as optional. 3. Return on Experience should be measured clearly A strong ROX dashboard should connect CX efforts to business metrics such as retention, referrals, complaints, close ratios, first-contact resolution, customer effort score, reviews, and average annual spend. 4. Journey mapping fails when it only captures operations Most journey maps focus on standard operating procedures. The real opportunity is adding experiential standards, identifying service defects, improving handoffs, and creating above-and-beyond moments. 5. Inconsistency quietly destroys trust When the customer experience depends on which employee, department, or location a customer reaches, the brand becomes unpredictable. John calls this "employee roulette." 6. Handoffs are where CX is won or lost Customers and employees should not have to restart the relationship every time they move from one person or department to another. Warm handoffs create continuity and trust. 7. Earned sales growth may be one of the best CX metrics Tracking how much revenue comes from repeat customers and referrals gives companies a clearer view of whether the experience is actually driving loyalty and growth. Resources Mentioned Return on Experience dashboard Earned Sales Growth podcast Earned Sales Growth blog Customer Experience Executive Academy The DiJulius Group consulting services Links: The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Company Service Aptitude Test:  https://thedijuliusgroup.com/c-sat-forms/individual-c-sat/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com If you want to learn how world-class organizations build cultures customers cannot live without, explore The Experience Revolution Membership. Inside the membership you'll gain access to livestream workshops, practical frameworks, and proven strategies used by organizations around the world. Learn more at https://thedijuliusgroup.com/membership/ Learn More If your organization is working to improve customer experience but struggling to connect it to measurable business outcomes, The DiJulius Group can help. Visit: https://thedijuliusgroup.com Listen to more episodes: https://thedijuliusgroup.com/the-customer-service-revolution-podcast/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

It's time to park it! This week we're tackling betrayal trauma (yet again) and we'll be covering the neuroscience, neurobiology, and psychology as well as some tangentially related research on betrayal, betrayal blindness, and the freeze response. I hope you enjoy this week's communal Schauer, it's a long one - you may leave this episode a bit pruney. We have fun here.

These episodes of #thePOZcast, live from Transform 2026 in Las Vegas, are proudly brought to you by our friends at Overalls What if your employees had one central hub to handle real life? Meet Overalls. A smarter way to support your team, combining expert human LifeConcierges™ with AI to solve everyday challenges across healthcare, caregiving, benefits, insurance, finances, life admin, and more. From start to finish, Overalls handles the details — using existing benefits where they fit, and filling in the gaps where they don't. So employees save time, reduce stress, and stay focused at work, while employers boost engagement and get more value from their benefits. Overalls is redefining how work supports life, helping employee teams from Reddit, Patreon, BeatBox, and more cross pesky to-dos off their lists every day. Learn more at https://getoveralls.com/?utm_source=podcast&utm_medium=podcast&utm_campaign=pozcast Thanks for listening, and please follow us on Insta @NHPTalent and www.youtube.com/thePOZcast For all episodes, please check out www.thePOZcast.com TANYA E. MOORE As Chief People Officer, Tanya drives initiatives that empower West Monroe's employees and foster a high-performing, supportive culture. Tanya partners with leadership to develop the next generation of leaders, ensuring our people are fulfilled and our employee experience remains a key differentiator. Before joining West Monroe in 2023, Tanya was Chief People Officer at M.C. Dean and spent two decades with IBM, where she led award-winning programs that shaped the company's transformation. She holds an MBA in organizational development from the College of William and Mary. Outside of work, she serves on several advisory boards, including The Conference Board's CHRO Council, the William and Mary Consulting Board of Directors, and the She-Suite Board of Advisors. She is also a sought-after speaker on topics such as workforce transformation, the evolving role of HR, and leveraging AI to advance people and organizational transformation. Key Takeaways 1. Senior Candidates Should Run a Due Diligence Process, Not Just an Interview Tanya's 18-interview process wasn't excessive — it was intelligence gathering. She was evaluating CEO relationship dynamics, board influence, team readiness, and organizational appetite for change. Candidates at any level should approach interviews as a two-way assessment. 2. Know What You're Actually Looking For Before You Start As Tanya put it: smart, kind, humble people. Work she enjoys. Some fun. The clearer you are about your non-negotiables before you start a job search, the better your decision-making will be when offers come in. 3. Employee Ownership Changes the Employment Relationship With 74% of West Monroe employees holding equity in the company, the ownership mindset isn't a metaphor — it's structural. This is a genuine differentiator in total rewards and shapes how employees engage with the business and with clients. 4. Benefits Signal Culture, Not Just Compensation Tanya's view: the specific benefits matter less than what they reveal about a company's values. Organizations that invest in comprehensive, thoughtful benefits are signaling that they see employees as whole people — and that signal is what candidates are actually responding to. 5. COVID Permanently Raised the Floor on Benefits Expectations The pandemic gave people permission to stop and ask what actually matters. Flexibility, mental health support, and personalized benefits have moved from nice-to-have to expected — and companies that haven't caught up are losing candidates to those that have. 6. Open Roles Are a Hidden Employee Retention Risk Every unfilled position means someone else on the team is absorbing that work. The longer a role stays open, the more likely you are to lose another employee as a result. Time to fill is a culture and retention metric, not just a talent acquisition metric. 7. AI in Recruiting Should Eliminate Low-Value Steps, Not Human Connection West Monroe's approach to AI was surgical: identify every step in the recruiting process where technology could add value, and use it there — so recruiters can spend more time on the high- touch, high-judgment work that actually moves candidates. Automated scheduling and AI- assisted interview feedback are the easy wins. 8. Feedback Loops Are the Biggest Bottleneck in Consulting Firm Hiring Getting busy managers to interview isn't the hard part — it's getting their structured feedback afterward. Tools like BrightHire that record interviews (with consent) and auto-generate notes and scoring against the job description are solving a real, expensive problem. 9. Burnout Needs Programmatic Solutions, Not Just Resources Pointing employees to an EAP or mental health benefit isn't enough when burnout is systemic. West Monroe is exploring more customized, structured support for employees who are struggling — moving from reactive to proactive people care. 10. AI Is the Internet — Embrace It or Fall Behind Tanya's optimism about AI isn't naive — it's grounded in historical perspective. Just as nobody predicted what the internet would become, nobody fully knows where AI is going. Her advice: use it, test it, let it make you smarter. "F around and find out."   00:00 – Introduction Adam introduces Tanya Moore, CPO at West Monroe, and sets up a conversation about benefits, candidate experience, and the modern people function. 01:30 – Meet West Monroe & Tanya Tanya describes West Monroe's differentiators — quality, speed to value, client NPS — and traces her career from 20 years at IBM to her current CPO role. 04:00 – Being the Candidate: 18 Interviews Tanya shares what it was like to go through 18 interviews as a senior exec, why she didn't quit, and what she was actually evaluating along the way. 07:00 – What Senior Candidates Should Really Ask The questions Tanya asked that most candidates don't: CEO relationship dynamics, board influence and hands-on vs. hands-off style, team readiness, and what really happens when things go wrong. 10:00 – Modernizing People Ops at West Monroe, walking into an org with no succession planning and no workforce planning, and the systematic approach Tanya took to rebuild people functions from the ground up. 13:00 – Redesigning the Candidate Experience How West Monroe overhauled its recruiting workflows after adopting Greenhouse, dramatically improving time to hire, reducing cost, and elevating both candidate and manager experience. 16:00 – Time to Fill as an Employee Retention Metric Why open roles aren't just a talent problem — they're a burnout and satisfaction risk for the employees left picking up the slack. 18:30 – Employee Ownership as a Total Rewards Differentiator How West Monroe's half employee-owned model and 74% equity participation rate changes how people show up — and how it's positioned as a benefit in the recruiting process. 21:00 – Benefits Beyond the Basics From childcare and dog walking to expanded mental health support, Tanya breaks down what West Monroe offers and why COVID permanently shifted candidate expectations around benefits. 24:00 – Flex Benefits & the Future of Personalization Tanya's vision for benefits that let employees choose what matters to them — gym memberships, yoga, wellness stipends — rather than a one-size-fits-all package. 26:30 – Tackling Burnout Proactively West Monroe's evolving approach to burnout: moving beyond standard mental health appointments toward more customized, programmatic support for employees who need it most. 29:00 – AI in Recruiting: Where It's Actually Working From automated interview scheduling to BrightHire's AI-powered feedback tools, Tanya walks through specific efficiency gains that are giving recruiters more time for high-value human work. 32:00 – Getting Feedback from Busy Hiring Managers The real bottleneck in consulting firm recruiting isn't getting managers to show up — it's getting their feedback afterward. How BrightHire is solving that. 34:30 – An Optimist's Take on AI & the Future of Work Tanya closes with her big-picture view on AI — likening it to the early internet — and her direct advice to anyone still on the fence: "F around and find out."

This week's RV news is big. A congressional hearing reveals what really happened when the Grand Canyon burned. A potential mega-merger could reshape every RV on the road. Bears are attacking hikers at the most visited park in America. And the national parks are opening - with some major changes you need to know before you go.In this episode:The Dragon Bravo Fire scandal: did the NPS let it burn on purpose? Congress wants answers.Fire season is already here - Southeast RVers, there are campfire bans in effect RIGHT NOWPatrick Industries and Lippert in merger talks - the two companies inside your RV want to combineBears attacked six hikers at Great Smoky Mountains in two weekends - here is what not to doGrand Canyon North Rim reopens May 15 after the most destructive fire in park historyGlacier National Park drops its reservation system for 2026 - finallyAcadia, Yellowstone updates - and an RV height warning Acadia visitors must hearNew episodes every Monday (News) and Wednesday (Stories from the Road). Subscribe so you never miss one.Join our community at RVCommunity.com - ad-free, no algorithms, just RVers. Plan your next trip at rvlifestyle.com/plan

We share how Workers Credit Union rebuilds trust and profitability by running like a startup while tightening governance and bringing employees into the work. We break down how culture, AI policy, and disciplined asset liability management turn bold ideas into real execution for members. • adopting a startup operating style to move fast and fix fast • building a hybrid leadership culture with deep employee tenure • creating structured innovation with cross-functional ownership • improving profitability through balance sheet focus and ROE levers • setting board-approved AI governance and running intentional pilots • using AI to boost productivity and member service rather than cut jobs • strengthening HR as a culture and performance partner with employee NPS • WorkersPalooza as a full-day all-hands investment in culture • replacing ITMs with human service to differentiate the branch experience • upgrading tech stack with cloud phones plus mortgage and commercial LOS • expanding secondary market strategy through originate-to-sell and flow deals • grounding innovation in core ALM concepts like cost of funds and NIM Shoot me an email. Please, please reach out to me. 

Follow Amanda Cole on LinkedIn for the sharpest AI and marketing takes you haven't heard yet, and head to bloomreach.com/cloudy for a free two-minute personalized forecast on upgrading from a legacy ESP to a modern sending platform.ㅤFew people speak plainer about where MarTech is actually headed than Amanda Cole, the CMO at Bloomreach, so it tracks that her return visit with Jay Schwedelson turned into a string of hot takes that cut against almost everything the industry keeps repeating. ㅤShe makes the case for ditching tools you're already paying for, designing a loyalty program that actually rewards the right people, and rethinking what it even means to hire a marketer right now. Worth a listen if you've ever stared at your tech stack and wondered how much of it you could rip out tomorrow.FREE Registration for Innovation Fest 2026! Click hereㅤBest Moments:(02:08) The case for divesting from MarTech instead of piling on more of it(03:48) Why most lightweight tools are just UI wrappers you can now talk to AI to replace(05:30) Loyalty programs are broken when all they attract are discount hunters(06:15) Excluding one-hit-wonder buyers from ad spend is saving brands millions a month(07:36) Why Fred Reichheld walked away from NPS and started preaching earned growth(08:30) Don't hire more marketers, train your AI agents and then hire weirder people(11:55) Who Amanda actually reads and watches to stay ahead of every AI shiftㅤPartner with Jay! https://www.jayschwedelson.com/contactㅤPre-order Jay Schwedelson's new book, Stupider People Have Done It (out June 9, 2026). All net proceeds are donated to The V Foundation for Cancer Research—let's kick cancer's butt: https://www.amazon.com/Stupider-People-Have-Done-Marketing/dp/1637635206ㅤCheck out Jay's YOUTUBE Channel: https://www.youtube.com/@schwedelsonCheck out Jay's TIKTOK: https://www.tiktok.com/@schwedelsonCheck Out Jay's INSTAGRAM: https://www.instagram.com/jayschwedelson/

Most business leaders track traditional metrics such as NPS, Customer Satisfaction (CSAT), and average response time. They are, however, overlooking the single factor that reliably predicts customer return, referrals, increased spending, and the willingness to forgive a mistake: emotion. This episode focuses on proving the cost of this emotion gap and detailing the actions leaders must take now to achieve lasting success. Stacy Sherman spoke to Isabelle Zdatny at Qualtrics XM Institute about in-depth research that reveals what separates companies that earn customer loyalty from those that keep losing it without knowing why. Their conversation provides leaders with clear, actionable strategies for measuring and managing the emotional experience to drive measurable business outcomes. What you will learn: How to identify the one emotion your brand must stand for and turn it into a metric your leadership team will act on. Why customers with high emotion ratings are exponentially more likely to trust, forgive a mistake, and recommend your brand than any functional metric currently predicts. What a four-year longitudinal study of publicly traded companies reveals about the stock performance gap between emotion leaders and emotion laggards. Why AI deployed in customer service is eroding trust faster than it is creating efficiency, and what to do instead. How one company stopped measuring satisfaction entirely, created a proprietary metric tied to executive compensation, and changed how their entire organization operated. What behavioral signals inside your existing call recordings and chat transcripts are already telling you about how customers feel that post-transaction surveys will never capture. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

Your pipeline isn't broken; your buyers just don't trust you. Learn how today's AI chaos, attention metrics, and trust recession are derailing conversions and get a practical playbook to turn trust into your brand's winning edge!And don't forget! You can crush your marketing strategy with just a few minutes a week by signing up for the StrategyCast Newsletter. You'll receive weekly bursts of marketing tips, clips, resources, and a whole lot more. Visit https://strategycast.com/ for more details.==Let's Break It Down==05:27 Erosion of trust over time09:42 Rethinking marketing and customer trust10:29 Building team alignment16:27 Understanding your ideal customer profile19:13 Understanding audience challenges and solutions21:29 Using customer interviews to uncover truths25:41 Ethical marketing as an advantage28:54 Short term pressure on marketers32:12 Talking about NPS scores==Where You Can Find Us==Website: https://strategycast.com/Instagram: https://www.instagram.com/strategy_cast/Facebook: https://www.facebook.com/strategycast==Leave a Review==Hey there, StrategyCast fans!If you've found our tips and tricks on marketing strategies helpful in growing your business, we'd be thrilled if you could take a moment to leave us a review on Apple Podcasts. Your feedback not only supports us but also helps others discover how they can elevate their business game!

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This Best of the Back Catalogue episode revisits the story of an award-winning UK loyalty programme from British Gas, created to drive real customer appreciation in a highly regulated and competitive market.Featuring insights from Charlie Hills from Mando and Cathryn (Lewis) Lodwidge, Former Head of Customer Marketing at British Gas we explore how British Gas Rewards moved away from complexity to deliver simplicity, exclusivity, and measurable impact—successfully reducing churn and increasing NPS across millions of customers.A powerful reminder that with the right vision, data, and leadership support, loyalty programmes can be built at speed and scale while delivering meaningful customer value.Show Notes:1) Cathryn (Lewis) Lodwidge2)British Gas Rewards3)British Gas4) #16: British Gas Rewards - Award Winning Loyalty Programme

The conversation delves into the publication 'Reasons Over Risks, NPs and HIV Prevention for Black Women' and explores the met needs, reframing risk and language in healthcare spaces, findings and impact of the work, the importance of caring and taking action, equipping providers and initiating conversations, and the passion for the work and advice for new researchers.TakeawaysHIV prevention for Black womenReframing risk and sexual health conversationsJoin us as we explore the urgent need for clinicians to address the biases surrounding Black women's health. Our latest episode sheds light on the critical research that aims to change the narrative around HIV prevention.

In this solo episode Dr. H shares his thoughts on the unexpected risks of feeling too much positive energy and/or identification with a patient.  This talk is also a sneak preview into the workshop that Dr. H teaches with Dr. Hillary McBride called "I Love You I Hate You...Are You My Mom?'Support the show! https://www.buzzsprout.com/396871/supportBringing Therapy into Med Management-- An intensive workshop for psych NPs and PAs, June 3-6 2026 in Ft Collinshttps://www.craigheacockmd.com/bringing-therapy-into-med-management/"I Love You, I Hate You, Are You My Mom?"  An intensive experiential workshop exploring transference and countertransference with Dr. H and Dr. Hillary McBride, June 18-20 2026 in Vancouver/Chilliwack BChttps://www.craigheacockmd.com/i-love-you-i-hate-you-are-you-my-mom/Explore every episode through themes, domains, formats, and speakers. The BFTA CODEX is a listener-built and curated field guide to the podcast. https://bfta-codex.orgBFTA episode recommendations/Podcast pagehttps://www.craigheacockmd.com/podcast-page/Support the show

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Today's story is one of genetic predisposition, environmental triggers, and finally a psychiatric flame thrower.  Whitney's uncle had a particularly severe form of bipolar disorder and she too began to develop mood instability and depression as an adolescent. When we think of environmental triggers for mania, we tend to think of sleep deprivation, substances, and the postpartum period. And through her 20s and 30s, Whitney began to have more serious bouts of hypomania during times of sleep deprivation or in her postpartum periods. But it took an increasingly severe weed habit to bring her to the horrors of mania with psychosis. Support the show! https://www.buzzsprout.com/396871/supportBringing Therapy into Med Management-- An intensive workshop for psych NPs and PAs, June 3-6 2026 in Ft Collinshttps://www.craigheacockmd.com/bringing-therapy-into-med-management/"I Love You, I Hate You, Are You My Mom?"  An intensive experiential workshop exploring transference and countertransference with Dr. H and Dr. Hillary McBride, June 18-20 2026 in Vancouver/Chilliwack BChttps://www.craigheacockmd.com/i-love-you-i-hate-you-are-you-my-mom/Explore every episode through themes, domains, formats, and speakers. The BFTA CODEX is a listener-built and curated field guide to the podcast. https://bfta-codex.orgBFTA episode recommendations/Podcast pagehttps://www.craigheacockmd.com/podcast-page/Support the show

This week in national park and public lands news: A major US Forest Service overhaul, including relocating its headquarters from Washington, DC to Salt Lake City by 2027; a bill to redesignate Chiricahua National Monument as a national park passed the House and heads to the Senate; National Park Week in 2026 will move to August; a lawsuit challenges firearm bans inside NPS buildings; Grand Canyon's South Rim enters Stage 3 water restrictions after a Trans-Canyon Waterline break, and more. 00:00 Intro 00:38 Forest Service Overhaul 02:32 New Arizona Park Push 03:39 Mammoth Cave Expansion 04:05 National Park Week Moves 05:14 Firearms Rules Lawsuit 06:29 Grand Canyon Water Crisis 08:23 Idaho Wildlife Charges 09:22 Millions of Bees Spill 10:35 Wrap Up and Goodbye