Podcasts about Zappos

It's time to ditch the drama and build real-deal trust

In this Greatest Hits episode of Getting to Aha!, Darshan Mehta is joined by Alex Genov, the Head of Customer Research and Marketing Insights at Zappos. Join them as they discuss the importance of customer insights and empathy in creating remarkable products and services, and explore misconceptions about data reliance, channel optimization, and hospitality. Alex also touches on the role of emotions in customer experiences and the challenges and opportunities of delivering excellent customer service in the digital realm.

What makes a customer feel like they matter? In this powerhouse conversation, bestselling author and world-renowned customer experience consultant Dr. Joseph Michelli joins us to unpack the magic behind some of the most beloved brands in the world — from Ritz Carlton and Starbucks to Zappos, Mercedes-Benz, and more. Whether you're a business owner, team leader, or someone obsessed with elevating your client journey — this episode is your blueprint. This conversation isn't just about customer service — it's about legacy. The kind that turns clients into loyal fans and employees into brand ambassadors. If you've ever wondered what truly sets great businesses apart, you'll want to hit play on this one.  KEY TOPICS The “chocolate on the pillow” effect: How small, thoughtful details create unforgettable experiences Why not every customer is right — and how to know which feedback is worth your energy The art of designing a space and culture that your team and clients love What Chick-fil-A does that AI never could How to use brand rituals to stand out in a saturated market Why the future of business is deeply personal — not just digital  CHAPTERS 00:00 Welcome to the New Studio  02:26 Introducing Dr. Joseph Micelli  03:15 Implementing 'Carry the Bag' Concept  04:11 Signature Moments in Customer Experience  06:22 Balancing Consistency and Innovation  12:27 Understanding Target Customers and Aspirations  22:39 Challenges in Customer Perception  29:37 The Importance of Company Culture  30:26 Employee Feedback and Engagement  30:58 AI in Customer Experience   34:29 Human Touch vs. AI in Customer Service  37:45 Balancing Technology and Human Interaction  40:32 Personalized Customer Service  44:28 Effective Sales Techniques  54:29 Decision Making in Business  55:58 Conclusion and Key Takeaways  MENTIONED IN THIS EPISODE All Business is Personal: https://www.amazon.com/All-Business-Personal-Human-Centered-Technology-Powered/dp/1637746768   CONNECT WITH US www.decidedlypodcast.com  Join us on Instagram: www.instagram.com/decidedlypodcast  Join us on Facebook: https://www.facebook.com/decidedlypodcast  Shawn's Instagram: www.instagram.com/shawn_d_smith  Sanger's Instagram: www.instagram.com/sangersmith   MAKING A FINANCIAL DECISION? At Decidedly Wealth Management, we focus on decision-making as the foundational element of success, in our effort to empower families to purposefully apply their wealth to fulfill their values and build a thriving legacy.  LEARN MORE www.decidedlywealth.com   SUBSCRIBE TO OUR WEEKLY DECISION-MAKING TIP EMAIL Join us every Wednesday for more strategies to DEFEAT bad decision-making - one episode ata time!  CONNECT WITH DR. JOSEPH MICHELLI Website: https://www.josephmichelli.com/ Podcast: https://www.josephmichelli.com/podcast/ X: https://x.com/josephmichelli Facebook: https://www.facebook.com/TheMichelliExperience LinkedIn: https://www.linkedin.com/in/josephmichelli/  Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. 

About Jamie Henriod:Jamie Henriod is a seasoned people leader and company culture architect with over 20 years of experience shaping high-performing teams at Zappos.com and other innovative startups. A trusted advisor to CEOs and Boards of Directors, Jamie has led people strategy, organizational culture, and employee engagement programs that drive both business success and meaningful workplace connections. With a career rooted in both employee experience and customer service, she understands that a thriving workplace culture directly impacts customer satisfaction. A recognized thought leader and sought-after speaker, Jamie shares actionable insights on leadership, company culture, and the intersection of employee and customer experience. Her real-world advice inspires transformation through resilient teams, meaningful connections, and strong organizational values. In this episode, Dean Newlund and Jamie Henriod discuss:The relationship between internal company culture and external customer experienceLeadership's role in cultivating and modeling organizational valuesRecruitment and performance practices driven by core valuesPersonal connection and empathy in customer serviceThe ongoing evolution and challenges of maintaining a strong company culture Key Takeaways:Implement frontline training for all employees—regardless of seniority—so everyone understands the customer experience firsthand; even executives should spend time in direct customer service roles annually.Develop a structured core values review system that includes self-assessments, peer feedback, and manager evaluations tied to specific, behavior-based questions, then use these results for growth and recognition.Secure and protect cultural autonomy during mergers or acquisitions by clearly defining non-negotiables in the agreement, especially regarding internal processes and employee engagement practices.Reinforce your company values with action by making tough but necessary decisions, such as letting go of employees who consistently don't align—so the organization knows values are more than just words on a wall. "The most powerful recruiting tool Zappos ever had was our culture.” — Jamie Henriod Connect with Jamie Henriod:  Website: https://www.chptr.com/ & https://www.zappos.com/LinkedIn: https://www.linkedin.com/in/jnaughton/   See Dean's TedTalk “Why Business Needs Intuition” here: https://www.youtube.com/watch?v=EEq9IYvgV7I Connect with Dean:YouTube: https://www.youtube.com/channel/UCgqRK8GC8jBIFYPmECUCMkwWebsite: https://www.mfileadership.com/The Mission Statement E-Newsletter: https://www.mfileadership.com/blog/LinkedIn: https://www.linkedin.com/in/deannewlund/X (Twitter): https://twitter.com/deannewlundFacebook: https://www.facebook.com/MissionFacilitators/Email: dean.newlund@mfileadership.comPhone: 1-800-926-7370 Show notes by Podcastologist: Hanz Jimuel AlvarezAudio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it.

In this episode of The Above The Business Podcast, Bradley sits down with best-selling author and customer/employee experience expert Joey Coleman. Known for helping companies like Zappos, Volkswagen, and NASA turn new hires into loyal team members, Joey breaks down how you can dramatically improve retention in your business—not by adding more perks, but by transforming your first 100 days.They explore the "Eight Phases of the Employee Journey" that Joey outlines in his latest Wall Street Journal bestseller, Never Lose an Employee Again. You'll learn how to:Make your new hires feel welcome and confident on Day 1Eliminate first-week drop-off and ghostingMove from transactional hiring to transformational engagementDesign a memorable employee experience that drives performance and loyaltyWhether you're an overwhelmed business owner, a leader trying to grow a team, or just tired of losing great people, this episode is a blueprint for retaining top talent and designing a business that runs without you.

Kara and Scott discuss Elon Musk's decision to step back from DOGE focus on Tesla, Instagram co-founder Kevin Systrom's testimony in the Meta antitrust trial, and late Zappos co-founder Tony Hsieh's newly found will. Plus, Sarah Palin loses her defamation retrial against the New York Times, and another whiplash week on Wall Street. Follow us on Instagram and Threads at @pivotpodcastofficial. Follow us on Bluesky at @pivotpod.bsky.social. Follow us on TikTok at @pivotpodcast. Send us your questions by calling us at 855-51-PIVOT, or at nymag.com/pivot. Learn more about your ad choices. Visit podcastchoices.com/adchoices

In this episode of Power Hour, renowned author and customer experience strategist, Dr. Joseph Michelli, joins Eugene Shatsman to explore how practices can craft emotional, memorable, and loyalty-driven experiences that set them apart. With a track record that includes Starbucks, Mercedes-Benz, Ritz-Carlton, and Zappos, Michelli unpacks how optometry practices, no matter the size, can apply the same principles used by global giants to delight patients and strengthen practice growth.

"You can't discount your way into building customer loyalty—you earn it through value and trust." In this episode of Growth Talks, Aaron Magness, SVP of Marketing at Full Glass Wine Co., joins host Krystina Rubino to share his journey from brand builder to ecommerce leader. He breaks down how to adapt your leadership style, leverage data to drive growth, and create personalized shopping experiences that turn first-time buyers into loyal customers.  Aaron also explores the nuances of consumer behavior, the power of trust in brand-building, and the strategies fueling success across multiple wine brands in a competitive online marketplace—drawing from over 20 years of experience building iconic consumer brands like Thistle, Betabrand, Brandless, and Zappos.

Why Build a Breakaway Brand?With the current noise in the marketplace, gaining visibility is nearly impossible without standing out. A breakaway brand redefines the market and creates emotional connections, not just transactions. Think brands like Apple, Nike, Volkswagen, JetBlue, and Starbucks. They don't just have enthusiastic customers—they have devoted fans. If your brand can't build this connection, you'll often find yourself competing solely on price.Key Strategies for Breakaway BrandingBe Driven by Purpose, Not ProductGreat brands lead with 'why,' not 'what.' They inspire customers with a larger vision. Take Patagonia, for example; it's not just about clothing but environment and activism. Define your 'why,' make it visible, and let it drive your brand.Focus on Experience Over ExposureVisibility isn't enough; memorable experiences build lasting value. Consider how unboxing an Apple product feels like an event. Audit your customer journey to ensure every interaction with your brand is memorable.Own a Distinctive Point of ViewBreakaway brands challenge industry norms. Consider Liquid Death, a brand with a rebellious voice for selling water. What industry belief can you challenge with your brand?Build a Consistent Brand CultureYour internal culture shapes your external reputation. Brands like Zappos, with their stellar customer service culture, show that a strong internal culture is crucial. Whether you have a big team or not, consistent brand culture is vital for scalability.Tell a Story People Want to JoinYour brand's story should invite customers to be part of a journey. Nike's “Just Do It” isn't just about shoes—it's about empowering individuals. Rewrite your brand story with your customers as the hero, like the Phoenix emblem I use in my business to symbolize evolution and potential.Building a breakaway brand requires a focus on purpose, experience, perspective, culture, and storytelling. Think about how you can differentiate yourself and eliminate your competition by embracing these strategies. Your brand is unique, and so is the mission that drives it. By cultivating a breakaway brand, you inspire not only your customers but also yourself and your team. Join me tomorrow as we continue our journey to empowerment with an episode from the Franklin Planner Podcast. I hope today's insights inspire you to elevate your branding game.Thanks for listening. I appreciate you joining us for this episode.George Wright III

Why do brands like Netflix, Nike, Disney, and Zappos stick in our minds, while others fade into the background?In this episode of The Unified Brand Podcast, we break down five iconic brands that didn't just enter their industries—they transformed them. From Netflix flipping the video rental model on its head, to Dollar Shave Club disrupting decades-old traditions, we explore how bold decisions, distinct identities, and emotional connections can lead to brand memorability.You'll discover:Why disruption breeds memorabilityThe strategy behind Nike's swoosh and movement messagingHow Zappos dominated through radical customer serviceWhat Disney does to embed magical experiences across generationsHow your brand can find its own "blue ocean" and rise above the noisePlus, learn how to assess your own brand's power with our free 4-minute Brand Power ScorecardPerfect for founders, marketers, and brand builders who want to think differently and build brands that last.

Paul Chambers is the Co-Founder of SubSummit, the world's largest conference dedicated to subscription, membership, and recurring revenue models in the direct-to-consumer space. With over 20 years of experience in subscription commerce, including launching Gentleman's Box in the early 2000s, Paul brings a rare blend of operator insight and community-building expertise to the challenges of scaling retention-first brands.Driven by the belief that subscriptions are more than a billing model, Paul helped transform SubSummit from a small founder meetup into a global ecosystem, connecting thousands of brands each year. The event fuses tactical content with curated networking and is designed to help ecommerce teams grow beyond one-off purchases and into long-lasting customer relationships.Each year, Paul and his lean team develop a thematic roadmap for the event, guiding DTC operators through the shifting landscape of loyalty, retention, and membership. From Walmart+ to Amazon Prime to True Classic's hybrid models, Paul studies the movements of top brands and distills them into actionable lessons for growing recurring revenue.In This Conversation We Discuss: [00:42] Intro[00:54] Navigating business partner dynamics[02:31] Connecting DTC brands through events[03:08] Starting with a founder-first vision[04:30] Learning big lessons from small niches[06:05] Rebranding to reflect the vision[06:59] Investing upfront in long-term value[10:15] Improving how people connect[12:42] Balancing virtual and in-person events[14:17] Designing curated table conversations[15:48] Making events affordable for foundersResources:Subscribe to Honest Ecommerce on YoutubeLeading subscription commerce conference subsummit.com/Follow Paul Chambers linkedin.com/in/paulcchambersIf you're enjoying the show, we'd love it if you left Honest Ecommerce a review on Apple Podcasts. It makes a huge impact on the success of the podcast, and we love reading every one of your reviews!

In this episode, Dr. Joseph Michelli delves into the pivotal aspects of customer journey mapping, a key theme in his acclaimed books, including "The Starbucks Experience" and "The Zappos Experience." He discusses how intentionally focusing on high-value moments such as arrivals, peaks, pain points, transitions, and endings can significantly enhance customer perception and foster loyalty. By examining companies like Zappos and the Ritz-Carlton, Dr. Michelli shows how mastering these moments can turn ordinary customer interactions into memorable experiences that encourage loyalty and advocacy. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

Welcome to The Savvy Dentist Podcast with Dr. Jesse Green, where we explore the intersection of dentistry, business, and personal growth to help you create a practice and a life you love.  In this episode of The Savvy Dentist Podcast, Dr. Jesse Green sits down with Joseph Michelli, renowned customer experience expert and author of Driven to Delight. Together, they explore how world-class organisations, including Zappos, Mercedes-Benz, Starbucks, and others, create exceptional customer experiences … and how, as dentists we can apply the same principles to build our own practices. If you want to create a business that is really valuable, then you'll want to create a Customer-Centric Practice. You want repeatable, sustainable earnings, and that's what allows you to create enterprise value. So understanding what creates a wonderful experience, how to systemise it, how to hire for it, how to build the culture is what Jesse and discuss. What You'll Learn in This Episode: ✅ The key principles behind a customer-first mindset and how they apply to dentistry ✅ How to build systems that deliver a consistently excellent patient experience ✅ The role of leadership in creating a culture of delight and trust ✅ Lessons from Mercedes-Benz and other top brands on service excellence ✅ How emotional connections impact business growth and profitability [04:08] - The psychology of the customer-experience and how to use it to your advantage. [07:06] - Hire for culture … hire for a customer service mindset. [13:41] - People want to be recognised. They want to feel important. They want to be appreciated. They want to be heard. And, and that doesn't take a lot if you have a customer relationship management database. [20:54] - How to be a human. No … seriously … great customer service #101. [23:21] - The great customer-service-oriented BIG businesses have sensational leadership. How you can duplicate and model them in your practice. [32:57] - Where does our service culture fit into enterprise value? [34:43] - Can dentistry be a ‘subscription' business?

Zappos ไม่ใช่แค่บริษัทขายรองเท้าออนไลน์ แต่คือองค์กรที่กล้าลงทุนใน “วัฒนธรรม” อย่างแท้จริง EP นี้จะพาคุณสำรวจเบื้องหลังแนวคิดของ Tony Hsieh ที่เชื่อว่า “Your culture is your brand.” เราจะเจาะลึกโมเดลการบริหารคนแบบ Human First ที่ Zappos ใช้จริง ผ่าน Core Values, การคัดเลือกคนที่เหมาะกับวัฒนธรรม และแนวทางการสร้างทีมที่เปี่ยมด้วยพลังบวก⁣ หากคุณกำลังมองหาวิธีสร้างวัฒนธรรมองค์กรที่ไม่ใช่แค่ในเอกสาร แต่ “มีชีวิต” อยู่ในทุกวัน⁣ ⁣ ✦ Key Takeaways:⁣ 1.Culture is the Brand – Zappos ใช้วัฒนธรรมเป็นรากฐานของแบรนด์ ไม่ใช่แค่คำโปรยสวยหรู⁣ 2.Core Values ต้องถูก “ใช้จริง” – ค่านิยมองค์กรต้องปรากฏในทุกกระบวนการ ตั้งแต่การรับคน สื่อสาร จนถึงการตัดสินใจ⁣ 3.Hire for Culture Fit, not just Skillset – Zappos ให้ความสำคัญกับการจ้างคนที่ “อิน” กับวัฒนธรรมมากกว่าคนที่เก่งที่สุด⁣ 4.Leadership Drives Culture – วัฒนธรรมองค์กรจะไม่เกิดขึ้นจริง ถ้าผู้นำยังไม่เชื่อ ไม่อิน และไม่แสดงออกให้เห็น ผู้นำต้องเป็นตัวอย่างก่อน⁣ 5.สร้างสภาพแวดล้อมที่คนกล้าเป็นตัวเอง – ความสนุก ความแปลก และความหลากหลาย ไม่ใช่ของเล่น แต่คือพลังสร้างสรรค์⁣ 6.จากองค์กรสู่สังคม – วัฒนธรรมที่ดีไม่หยุดแค่ภายใน แต่ส่งต่อพลังบวกออกไปยังชุมชน⁣ ⁣ Podcaster: รัมภา - พรรัมภา อรุณทิพย์ไพฑูรย์⁣ ที่ปรึกษาด้านการสร้างวัฒนธรรมองค์กร⁣ ⁣ ⁣ ⁣ A Cup of Culture⁣ ────⁣ #shorts ⁣ #วัฒนธรรมองค์กร⁣ #companyculture⁣ #corporateculture ⁣ #organizationalculture ⁣ ==================⁣ ติดต่อสอบถามและพูดคุยกับที่ปรึกษาในการสร้างวัฒนธรรมองค์กร⁣

In this episode, Ryan and Will discuss the common misconception that startups need funding before generating revenue. They emphasize that the actual business isn't just the product but the revenue it generates. The discussion covers various strategies to bootstrap and generate cash flow, including building a minimal viable product, offering related services, and even taking on side gigs or unconventional methods to bring in money. By doing so, startups can extend their runway and better validate their business model before seeking significant investment. The episode includes examples from famous startups like Zappos and Airbnb to illustrate these points.Sign up for the Startups Newsletterhttps://www.startups.com/newsletterResources:Startup Therapy Podcast https://www.startups.com/community/startup-therapyWebsitehttps://www.startups.com/beginLinkedIn https://www.linkedin.com/company/startups-co/Join our Network of Top Founders Wil Schroterhttps://www.linkedin.com/in/wilschroter/Ryan Rutanhttps://www.linkedin.com/in/ryan-rutan/What to listen for:|00:51 The Broken Assumption About Funding01:29 Generating Revenue Before the Product02:39 Examples of Early Revenue Generation03:07 The Zappos Story: Validating Demand08:06 Personal Anecdotes on Testing Demand10:27 The Importance of a Minimum Viable Product18:39 Service-Based Proxies for Products21:21 The Unexpected Success of Pitch Deck Services22:04 Assumptions About Entrepreneurs and Investors23:48 The Role of Services in Startup Success25:33 The Importance of Revenue and Profitability28:53 Creative Ways to Fund Your Startup34:10 The Value of Bootstrapping and Hustle

In this episode of The Unified Brand Podcast, we explore how top brands like Netflix, Google, Zappos, Pixar, Zoom, and IKEA have developed winning company cultures that drive their success. Discover how these companies build environments that foster creativity, innovation, customer service excellence, and purpose-driven leadership.Learn the key takeaways and how you can apply these lessons to your own business to build a brand that stands out from the competition. Key Takeaways:How Netflix's culture of unfiltered honesty drives productivity and creativity.Google's commitment to innovation through perks and mentorship.Zappos' rigorous hiring process to maintain a strong customer service culture.Pixar's focus on creativity and collaboration through feedback and openness.Zoom's dedication to maintaining culture with their ‘Happiness Crew.'IKEA's purpose-driven approach to creating a better everyday life for everyone.Take our free Brand Power Assessment at Brand Power Scorecard UK to uncover what's holding your brand back and how to unlock its full potential - ⁠⁠⁠www.brandpowerscore.co.uk⁠⁠⁠⁠ -------------------------------------------------------------------BRAND POWER SCORETake our 4min assessment today and get your brand power score. Find out what is holding your business back and where you can improve.⁠⁠⁠www.brandpowerscore.co.uk⁠⁠⁠---------------------------------------------------------------Do Feel like your brand could use improving but not sure where to start?Or are you looking to build upon and grow your existing brand to create more impact? Or are you seeking an impactful, iconic and memorable logo and brand identity system?Schedule a brand discovery consultation call here - ⁠⁠⁠https://www.elementsbrandmanagement.o.uk/schedule-a-call⁠

In this episode, I was lucky enough to interview Jimmy Jacobson, CTO of Codingscape. Jimmy discovered programming through his father's university lab computer, unaware it could be a career. He later pursued computer science, freelancing while working at Overstock and Zappos. Zappos' culture encouraged risk-taking, fueling his entrepreneurial drive. He co-founded Wedgies.com, a social media polling tool with clients like The Wall Street Journal and the White House. Despite its success, venture capital pressures led to its acquisition by Match.com, shaping his approach to future ventures.After the sale, Jimmy and his partners founded Codingscape, applying lessons from "Built to Sell". They prioritized sustainable growth by building strong client relationships instead of chasing every opportunity. Rather than competing in crowded proposals, they focused on education, networking, and thought leadership. This strategy keeps Codingscape top of mind when clients need expert solutions.Join Jimmy as he shares how adaptability, strategic growth, and strong relationships fueled his journey from freelance developer to thriving entrepreneur in this episode of The First Customer!Guest Info:Codingscapehttps://codingscape.comJimmy Jacobson's LinkedInhttps://www.linkedin.com/in/jimmyjacobson/Connect with Jay on LinkedInhttps://www.linkedin.com/in/jayaigner/The First Customer Youtube Channelhttps://www.youtube.com/@thefirstcustomerpodcastThe First Customer podcast websitehttps://www.firstcustomerpodcast.comFollow The First Customer on LinkedInhttp://www.linkedin.com/company/the-first-customer-podcast/

Host Jeremy C. Park talks with Nancy Youssef, Chief Business Development Officer and Executive Vice President, International with Soles4Souls, who discusses the history, operations, and impact of the nonprofit organization that supports relief efforts and turns shoes and clothing into educational and economic opportunities.During the interview, Nancy shares how their efforts were initially focused on helping the footwear industry in Southeast Asia and then the US after major disasters, but has since evolved to also focus on working with schools to help provide new athletic shoes to students in need and to create opportunities for entrepreneurs in remote areas through the reuse of donated shoes and clothing. She highlights the program's expansion to countries like Honduras, Haiti, Guatemala, and the Philippines, and its goal of extending the life of discarded products, which helps the environment and keeps the items out of landfills, while creating economic opportunities. Nancy talks about how the organization continues to support relief efforts in areas affected by recent disasters, including LA, North Carolina, and Florida. She wraps up talking about ways the community can support their efforts, including their upcoming "Race4EveryKid" virtual challenge fundraiser in May, and through product donations, such as shoes, clothes, and accessories. She highlights some of their many partnerships with organizations like Zappos and Plato's Closet and the availability of local drop-off locations.Visit https://soles4souls.org to learn more and to get involved with Soles4Souls.https://www.facebook.com/Soles4Souls/https://www.linkedin.com/company/soles4souls-inc-/https://www.instagram.com/soles4souls/?hl=en 

Aaron Schwartz is a DTC business builder, investor, and advisor to some of the most innovative commerce tech companies. With a sharp eye for scaling brands and solving complex operational challenges, Aaron has played a pivotal role in shaping the future of Ecommerce.Before founding Orita, Aaron built a $1M+ watch brand on Shopify, co-founded Passport Shipping to simplify international logistics, and served as the president of Loop Returns, helping brands optimize their post-purchase experience. His hands-on experience across shipping, returns, and AI-driven customer insights makes him a trusted expert in the DTC space.Today, as the founder of Orita, Aaron is on a mission to help brands unlock the power of their customer data. Orita uses AI to analyze millions of data points, enabling brands to make smarter, more profitable marketing and retention decisions. By focusing on machine learning-driven personalization, Aaron is helping DTC brands move beyond guesswork and into data-backed growth strategies.With degrees from Columbia and UC Berkeley Haas, Aaron brings both academic rigor and real-world experience to the table. When he's not revolutionizing the Ecommerce industry, he's a dedicated father of two—and pretty funny when he's not in business mode.In This Conversation We Discuss: [00:42] Intro[00:56] Building smarter customer insights with AI[02:48] Switching from brand to SaaS[05:18] Focusing on customers before scaling up[07:04] Solving data problems for brands[08:41] Using machine learning to predict customer behavior[11:04] Updating customer data daily for better marketing[14:18] Investing in AI-powered customer insights[16:33] Filtering out the wrong customers[17:12] Using AI to boost retention[18:34] Finding hidden revenue in your email listResources:Subscribe to Honest Ecommerce on YoutubeGrow sales from existing customers with AI optimization orita.ai/Follow Aaron Schwartz linkedin.com/in/aaroncharlesschwartzIf you're enjoying the show, we'd love it if you left Honest Ecommerce a review on Apple Podcasts. It makes a huge impact on the success of the podcast, and we love reading every one of your reviews!

Did you know Domino's used to give out Rolex watches to top-performing franchise owners? Or that LEGO rewarded its employees with solid gold bricks? Some companies go above and beyond to take care of their people. In this episode of Leaders Chat, we break down some of the most surprising employee perks—from Airbnb's $2,000 annual travel credit to Zappos' bold “Pay to Quit” policy. Dan also shares his full-body health analysis, covering everything from vitamin tests to cancer screenings. How does this all tie into Brian Johnson's quest to live forever? Watch to find out.

Louie Tandiono-Cellona and William, co-founders of TC Group, are driven by a deep commitment to empowering individuals with disabilities through their organizations, Tancell Care and the Autism Pride Center (APC). Their work was inspired by Louie's sister, Ladyann, who has Down syndrome. These organizations offer resources, care, job training, and community integration programs in Nevada. Tancell Care and APC provide services through direct support professionals, offering support in residential and vocational settings. The duo is also involved in partnerships with local businesses like Swim Week Las Vegas, Vegas PBS and Zappos, which further highlights their commitment to inclusion. Looking ahead, they plan to expand their services and create new opportunities in 2025, like a summer camp, after-school program, and a job training program focused on the restaurant industry, with the goal of serving 700 people with disabilities.

Alfred Lin shares strategies for navigating startup challenges, building resilient teams, and creating long-lasting value. Lin explores lessons from companies like Zappos, Airbnb, DoorDash, and Amazon, offering actionable insights on topics like hiring for potential, managing crises, and fostering innovative cultures. Learn how first-principles thinking, customer focus, and disciplined growth can transform challenges into opportunities, even in the face of unprecedented disruptions. Lin is a partner at Sequoia Capital. He represents Sequoia on boards like Airbnb and DoorDash. From January 2005 to December 2010, he served as Chairman of the Board and Chief Operating Officer of Zappos. He has a Bachelors in Applied Mathematics from Harvard and a Masters in Statistics from Stanford. Newsletter - The Brain Food newsletter delivers actionable insights and thoughtful ideas every Sunday. It takes 5 minutes to read, and it's completely free. Learn more and sign up at https://fs.blog/newsletter/ -- Upgrade — If you want to hear my thoughts and reflections at the end of the episode, join our membership: ⁠⁠⁠⁠⁠⁠⁠https://fs.blog/membership/⁠⁠ and get your own private feed. -- Follow me: ⁠⁠⁠⁠⁠⁠⁠⁠https://beacons.ai/shaneparrish⁠⁠⁠⁠⁠⁠⁠⁠ -- Watch on YouTube: https://www.youtube.com/@tkppodcast

In today's fast-paced business world, maintaining consistent client communication is no longer optional—it's essential. In this episode, we're diving deep into why staying connected with your clients is critical for sales, loyalty, and long-term growth. Did you know that 66% of people switch companies due to poor communication? That statistic from a Project.co study highlights just how important it is to keep communication lines open and effective.

Petia Abdur-Razzaaq, a marketing expert who transitioned from pharmacy to branding, blends scientific precision with creative storytelling to offer strategies for building standout brands. Emphasizing authenticity, consistency, and engagement, she shares actionable advice on crafting memorable first impressions, thoughtful networking, and leveraging modern tools. Petia empowers small businesses to define their value, refine messaging, and connect with ideal customers. Drawing on examples like Zappos, she shows how challenges can foster loyalty and growth. Her insights highlight the importance of focusing on a niche, using platforms like Pinterest and email marketing, and consistently engaging with customers.Key Takeaways:First Impressions Matter: Build strong relationships with a memorable introduction.Define Your Value: Clearly communicate what sets your brand apart.Specialize to Stand Out: Focus on a niche to differentiate in a crowded market.Our Guest, Petia Abdur-Razzaaq, is a branding strategist passionate about helping small businesses thrive with her company, The Stylista Group. With a background in pharmacy and a talent for storytelling, she bridges traditional branding principles with modern tools to drive success. She helps entrepreneurs define their value, connect with their audience, and build impactful brands.Host Emily Blumenthal is a handbag industry expert, author of Handbag Designer 101, and founder of The Handbag Awards. Known as the “Handbag Fairy Godmother,” Emily also teaches entrepreneurship at the Fashion Institute of Technology. She is dedicated to celebrating creativity, craftsmanship, and the art of building iconic handbag brands.Find Handbag Designer 101 Merch, HBD101 Masterclass, one-on-one sessions, and opportunities to book Emily Blumenthal as a speaker at emilyblumenthal.com. Buy Emily's Books: “Handbag Designer 101” & “Savvy Suzanna's Amazing Adventures in Handbags”Youtube: / Handbagdesigner101-ihda | Instagram:/ Handbagdesigner TikTok: / Handbagdesigner | Twitter: / Handbagdesigner

Kyle Hency brings years of entrepreneurial expertise to the world of ecommerce and operational efficiency. He is the Co-Founder and former CEO of Chubbies, Co-Founder at Loop Returns, and now Co-Founder & CEO of GoodDay Software, where he's redefining ERPs for modern Shopify brands.Kyle's experience spans building beloved DTC brands to scaling SaaS solutions. His time at Chubbies and Loop Returns has equipped him with unparalleled insights into brand growth, team leadership, and operational optimization.With a passion for empowering businesses, Kyle specializes in creating tools that streamline processes, boost resilience, and help brands thrive in today's competitive landscape. His journey reflects a commitment to innovation, entrepreneurship, and delivering impactful solutions that drive success.In This Conversation We Discuss: [00:40] Intro[01:19] Focusing on early internet innovations[03:23] Establishing values through collaborative processes[05:05] Focusing on why customers engage with your brand[06:40] Balancing innovation with retail fundamentals[08:40] Simplifying customer service with self-service tools[10:23] Expanding Loop's reach with new customers[11:38] Turning a problem into a new business opportunity[13:11] Moving from spreadsheets to systems[17:47] Overcoming ERP complexities with streamlined solutions[19:45] Tailoring solutions for Shopify-centric operations[21:59] Empowering teams with centralized data access[24:04] Helping early-stage brands with scalable systems[25:48] Partnering to simplify warehouse management systems[27:40] Preparing for challenges with a resilience-first mindsetResources:Subscribe to Honest Ecommerce on YoutubeA unified, reliable retail OS gooddaysoftware.com/Proper length men's shorts & more chubbiesshorts.com/Returns management for Ecommerce brands loopreturns.com/Follow Kyle Hency linkedin.com/in/khencyIf you're enjoying the show, we'd love it if you left Honest Ecommerce a review on Apple Podcasts. It makes a huge impact on the success of the podcast, and we love reading every one of your reviews!

Guest: David Heinemeier Hansson, CTO & co-owner of 37signals and creator of Ruby on Rails 37signals CTO David Heinemeier Hansson has organized his life around his passions: Writing, racing sports cars, and coding. “ Why aren't we all doing that?” he wonders. “Why aren't we all trying to optimize our life in such a way that much of it is enjoyable?”Part of the problem, David argues, is that it's impossible to find a creative or productive flow inside of mainstream work culture. Open offices, managerial over-hiring, and sloppy scheduling prevents people from reaching a flow state.“40 hours a week is plenty than most people,” he says. “... So many people today are focused on just adding more and more hours. They're not thinking about how those hours are spent.” Chapters:(01:19) - 24 Hours of Le Mans (06:48) - Amateurs in sports car racing (10:54) - Flow and meditation (15:25) - Mundane bulls**t (18:14) - Optimizing for flow (21:09) - Calendars and open offices (24:30) - Full-time managers (29:06) - Small companies (32:20) - Selfishness and work (40:21) - Taking other people's money (45:43) - Temptation (49:49) - Moderately rich (55:19) - “The day I became a millionaire” (58:56) - The hassle (01:03:58) - Achieving the dream (01:08:34) - Shopify and Tobias Lütke (01:14:50) - Trade-offs and downsides (01:18:43) - The impact of Ruby on Rails (01:22:02) - “I love being wrong” (01:25:37) - DEI and illegal drugs (01:29:49) - Not hiring (01:30:35) - What “grit” means to David Mentioned in this episode: TikTok, Minecraft, Mario Kart, Formula One, NASCAR, Lewis Hamilton, the NBA, Tesla Model S, Flow: The Psychology of Optimal Experience by Mihaly Csikszentmihalyi, Steve McQueen, Jason Fried, Tetris, Bullshit Jobs: A Theory by David Graeber, Elon Musk and Twitter, the Dunbar number, Zappos, Google, Adam Smith, Stripe, Meta, Jeff Bezos, Basecamp, Zapier, 1Password, GitHub, SpaceX, private jets, Aesop, the Pagani Zonda, the Porsche Boxster, Lamborghini, Coco Chanel, LeBron James, Hey, Steve Jobs, Michael Arrington and TechCrunch, Y Combinator, Dr. Thomas Sowell,Punished by Rewards by Alfie Kohn, Grit by Angela Duckworth, and LEGO. Links:Connect with DavidTwitterLinkedInConnect with JoubinTwitterLinkedInEmail: grit@kleinerperkins.com Learn more about Kleiner PerkinsThis episode was edited by Eric Johnson from LightningPod.fm

If Thelma and Louis were reincarnated, it's quite possible they've come back in the bodies of Kirsten Ludwig and Chris Danton. As partners and co-founders of IN GOOD CO, Kirsten and Chris have crafted badass strategies for companies like Pinterest, Zappos, and Mars, helping them stand out in crowded industries. In this conversation, we dive into their trend-filled Substack —GOOD THINKING —where they reach over 15,000 C-suite executives and creatives worldwide. We also discuss their unapologetic philosophy on brand building where they're not afraid to challenge their clients to embrace change. Throughout the episode the duo share examples of how courage and fearlessness drive their work—whether in creative partnerships or navigating the chaotic world of rebranding.

Send us a textUnlock the secrets of workplace transformation through the power of play with Jeff Harry, a leading HR influencer. Jeff's journey, inspired by the movie "Big" and marred by the realities of the corporate world, led him to a pivotal experience with a playful engineering education organization. Through these experiences, Jeff discovered the critical importance of creating psychologically safe work environments that nurture innovation. Our conversation sheds light on how play can address the challenging issues of workplace toxicity and office politics, fostering a professional life that is both fulfilling and productive.Imagine a workplace where team-building events go beyond superficial activities like bowling or ping pong and effectively address deeper issues. We dive into the intricacies of team-building and the misconceptions that often accompany such activities. Through Jeff's workshop, "Dealing with A-Holes at Work Through Play," we explore ways to confront workplace toxicity head-on. Learn about the staggering financial impact of toxic environments and the necessity of having those difficult conversations that many shy away from. Together, we emphasize the importance of a culture where mutual respect and accountability are the norms rather than the exceptions.But it doesn't stop there. We also explore how HR professionals can inject fun and creativity into their work, even when it feels daunting. Drawing insights from companies like Google and Zappos, we discuss how fostering creativity and encouraging passion projects can lead to groundbreaking innovations and happier workplaces. Listen to us advocate for a shift to a "yes, and" mindset that can revolutionize workplace dynamics, and hear rebellious strategies for HR professionals ready to challenge the status quo. Join us for this insightful episode packed with actionable strategies to enhance workplace happiness and productivity.World of Work Experts on the People and Performance PodcastInterviews with experts and business leaders focused on ways to inspire employees.Support the showRebel HR is a podcast for HR professionals and leaders of people who are ready to make some disruption in the world of work. Please connect to continue the conversation! https://twitter.com/rebelhrguyhttps://www.facebook.com/rebelhrpodcasthttp://www.kyleroed.comhttps://www.linkedin.com/in/kyle-roed/

Tony Hsieh visits Google to discuss his book "Delivering Happiness: A Path to Profits, Passion, and Purpose." Back in 1999, Tony Hsieh sold LinkExchange, the company he co-founded, to Microsoft for $265 million. He then joined Zappos as an adviser and investor, and eventually became CEO. In 2009, Zappos was listed as one of Fortune magazine's top 25 companies to work for, and was acquired by Amazon later that year in a deal valued at over $1.2 billion on the day of closing. In his book, Tony shares the different business lessons he learned in life, from operating a lemonade stand and a pizza business through LinkExchange, Zappos, and more. He shows how using happiness as a framework can produce profits, passion, and purpose – both in business and in life. Originally published in July of 2010. Visit http://youtube.com/TalksAtGoogle/ to watch the video.

Shop Talk reveals four simple rules that Shark Tank panelist Barbara Corcoran, says will help you in not only your career, but in life. Caught My Eye looks at a wheelchair bound contestant that won a treadmill on the “Price Is Right.” Also, a mom is thankful for her OnlyFans revenue over the past year as she “can finally give her kids the Christmas they deserve.” Tony Hsieh, entrepreneur and former CEO of Zappos, is our Business Birthday.We're all business. Except when we're not.Apple Podcasts: apple.co/1WwDBrCSpotify: spoti.fi/2pC19B1iHeart Radio: bit.ly/4aza5LWYouTube Music: bit.ly/43T8Y81Pandora: pdora.co/2pEfctjYouTube: bit.ly/1spAF5aAlso follow Tim and John on:Facebook: www.facebook.com/focusgroupradio

At 19, while most of her UNLV classmates were figuring out their next move, Whitney Bansin launched a styling company that would end up working on TV shows to movies. That evolved into running all the creative direction at Zappos, where she got an inside look at how fashion and commerce intersect. Instead of heading to fashion school like she originally planned, Whitney kept building businesses. Her background in dance and years of celebrity styling gave her a fresh perspective on what was missing in the sports world. Now as CEO of The Wild Collective, she's creating the kind of premium sports apparel she always wanted to see. In this episode, Whitney shares her approach to building brands, leading teams, and spotting opportunities that others miss. It's a conversation about seeing possibilities in unexpected places and having the confidence to pursue them.

Twenty years before value-based care became a healthcare buzzword, Rushika Fernandopulle was told he had to choose: be a doctor or join "the dark side" of business. Instead, he chose both – building Iora Health from a bootstrapped startup into a billion-dollar healthcare company. In this candid conversation, Fernandopulle reveals the unconventional journey that helped transform American healthcare, from midnight meetings in Las Vegas speakeasies to breaking every rule in the traditional medical playbook.We cover:

Livestreaming was said to completely transform retail as we knew it. A commerce staple in Asia, experts claimed it was only a matter of time before it took the west by storm. Although the hype cycle has slowed, companies like Orca are working to turn livestreaming and social commerce into highly effective and scalable sales channels. During this week's Retail Remix, Orca co-founders Max Benator and Lauren Stevens share: How their TV roots inspired the mission and vision for Orca;Details on the Orca business model and how the company supports both brands and creators;   Why brands like e.l.f. Beauty, Samsung and Zappos are working with Orca to level up their social commerce strategies; andHow they are thinking about the evolution of AI and its role in content creation. RELATED LINKSLearn more about OrcaGet the scoop on Orca's SoCom eventRead the latest content on all things social commerce

The holiday season is in full swing, so this week Jim is paying a visit to one of the most loved retailers in the world. The guest this week on The CMO Podcast is Joe Cano, the Chief Marketing, Merchandising and Growth Officer for Zappos, the e-commerce company famous for its customer-obsessed culture. Zappos was founded in 1999 by Tony Hsieh, and sold to Amazon in 2009 for about $1.2 billion in an all-stock deal. Today, Zappos sells shoes of course, but also handbags, clothing, and accessories.Joe has deep experience in fashion and retailing. He spent seven years at Saks Fifth Avenue, and four years at Walmart.com. Earlier in his career, he worked for a variety of youth fashion retailers, including Forever 21, Wet Seal, and Hot Topic. Joe joined Zappos in June 2022, and was promoted to Chief Marketing, Merchandising and growth Officer about 18 months ago. Tune in for a conversation celebrating 25 years of a successful brand with a guest who loves the holiday season.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Send us a textIn this episode, we dive deep into the world of multi-platform selling with the incredible Dylan Jahraus, an e-commerce expert with a wealth of experience across platforms like Etsy, Amazon, and Shopify. Dylan shares her journey, strategies, and actionable insights to help product-based businesses thrive in today's competitive landscape. If you've ever wondered how to expand your reach and maximize sales, this episode is for you!What You'll Learn in This Episode:Dylan's E-Commerce JourneyFrom corporate gigs with Zappos and Zulily to building thriving side hustles, hear how Dylan transitioned into multi-platform selling while adapting to a military family lifestyle.The Power of Selling on Multiple PlatformsDiscover why focusing on just your website could be holding you back and how platforms like Etsy and Amazon can skyrocket your brand's visibility.Understanding Platform-Specific AudiencesLearn how the audiences on Etsy (handmade and unique lovers) and Amazon (quick retail shoppers) differ—and why tailoring your strategies for each is key.Smart Scaling Strategies for Amazon SellersDylan's advice on starting small by focusing on your best-sellers and how personalized products can give you an edge.Game-Changing Tools and B2B OpportunitiesHow investments in tools like lasers for customization and bulk orders through B2B sales can transform your bottom line.Staying Ahead with Market ResearchWhy you shouldn't rely solely on Etsy trends and how platforms like Pinterest and TikTok can give you a competitive edge.Flexible Pricing for GrowthDylan explains the importance of prioritizing customer acquisition and long-term scalability over short-term profit margins.Key Takeaways:Diversify your sales channels to increase visibility and reach new audiences.Tailor your approach for each platform—one size doesn't fit all!Use tools and smart strategies to save time, reduce costs, and increase profitability.Be proactive in researching trends and exploring bulk sales opportunities.Think long-term—early flexibility in pricing can lead to sustainable growth.Connect with Dylan Jahraus:Find Dylan on her YouTube channel for in-depth tutorials and tips or follow her on Instagram @DylanJahraus for behind-the-scenes insights and personalized advice.Support the showI'm Mel Robbins! from @thelotco Want a Roadmap to Building a Profitable Product Business head here for directions! Looking for specific help with Wholesale? Check out the Transform your Wholesale programFind more details at https://www.thelotco.com.au/Business Coach for product-based businesses. Teaching creative business women how to build a scalable and profitable million-dollar product business whether a physical Retail store or Brand.Over 25 years as a Retail and Wholesale Strategist (Sales and Marketing for Brands).Grab my 8 step checklist on building a profitable product business.

Dr. Allison Justice, an alumnus of Clemson University, where she garnered a Ph.D. in Plant and Environmental Science, is now a pioneering figure in the dynamic field of cannabis cultivation and research. She is the proud Founder and CEO of The Hemp Mine, a 20-acre innovative hemp farm, breeding company, and hemp product manufacturer. Dr. Justice has been recognized by esteemed organizations like the California Industrial Hemp Advisory Board and South Carolina Farm Bureau and has been named one of the top "40 Under 40 in Cannabis" by Marijuana Venture Magazine, one of Dope Magazine's Four Dope Women, and City Beat's one of “San Diego's Most Important People.” Harrison Bard is an accomplished entrepreneur. He has started multiple companies in the eCommerce space and has worked with many Fortune 500 companies, including McDonald's, Facebook, Yelp, Zappos, Wholefoods, and UPS. He co-founded Custom Cones USA in 2017 and has expertise in every facet of the Pre-Roll sector, from paper science to pre-roll manufacturing technology and techniques to a deep understanding of packaging and compliance regulations. Harrison co-founded DaySavers, the most compliantly tested and innovative pre-rolled cone and tube company for consumers. They discuss pre-roll technology and the science of smokability.Advertising Inquiries: https://redcircle.com/brandsPrivacy & Opt-Out: https://redcircle.com/privacy

【內華達州 Nevada】 五光十色的世界最知名賭城，一個世紀之前不過是地廣人稀的荒蕪沙漠。搶在別州之前開放博弈，加上長久以來的策略性經營，讓這裡成為加州、夏威夷民眾與世界各地觀光客喜歡的旅遊目的地，而且到了今天仍然不斷推陳出新。雖然人類的科技讓居住在沙漠成為可能，乾燥的氣候與有限的天然資源，仍然讓這裡的定居生活和其他地方有些不同。本集由已經居住在拉斯維加斯10年的芝倩，分享內華達州與賭城發展的歷史軌跡、除了賭場之外一些值得拜訪的景點，以及在地人才懂的真實心聲。 本集提到的推薦景點： 慕尼黑啤酒屋 Hofbrauhaus https://www.hofbrauhauslasvegas.com/ 拉斯維加斯水泉保護區 http://www.springspreserve.org/ 老拉斯維加斯堡壘州立公園 https://parks.nv.gov/parks/old-las-vegas-mormon-fort 黑幫博物館 ​​​​​​https://themobmuseum.org/ 參觀電商Zappos總部 https://www.zappos.com/c/zappos-insights-packages 原子彈試爆基地 https://nnss.gov/community/monthly-community-public-tours/ 巧克力工廠與仙人掌公園 Ethel M Chocolates Factory https://www.ethelm.com/en-us 【2024年台灣實體活動場次】 旅行熱炒店官方實體活動《非典型旅人的南方記事》講座 （報名表單 (https://forms.gle/GjTJkZhs64tbjPnt9 ） 12/7 (六) 14:30 台北市立圖書館 景新分館10樓視聽室 12/14 (六) 14:30 高雄市立圖書館 總館3樓階梯閣樓 12/15 (日) 14:30 台中市立圖書館 精武圖書館大講堂

Understanding great culture in action is essential for building teams fueled by trust, collaboration, and purpose. In this video, I highlight five organizations that excel at creating environments where people thrive. From Adobe's stress-free “check-ins” and Highspot's respectful communication to W.L. Gore's expertise-driven leadership, Culture Amp's inclusive decision-making, and Zappos' unique “pay-to-quit” program, these companies walk the talk on Caring Leadership®. Their strategies not only drive success but also attract and retain top talent. WHEN YOU'RE READY, HERE'S HOW WE CAN HELP: Masterclass and More: https://www.caringleadershiplearning.com/ Engage your people with work culture consulting: https://employeefanatix.com/ Hire Heather to speak to your group: https://www.heatheryounger.com Access free Active Listening On-Demand Webinar: https://heatheryounger.com/webinar/ Access free Art of Caring Leadership resources: https://www.heatheryounger.com/kit Book a consultation or general contact: https://heatheryounger.com/#contact ---------------------------------------------------- For more Leadership Motivational videos, click here to subscribe to my channel:  https://www.youtube.com/@heatherryounger Let's connect on social! https://www.facebook.com/HeatherRYounger https://www.linkedin.com/in/heatherryounger/ https://x.com/HeatherRYounger https://www.instagram.com/heatherryoungerofficial/ https://www.youtube.com/c/HeatherRYounger-EmployeeLoyalty-LeadershipExpert ---------------------------------------------------- About Heather R Younger, J.D., CSP Heather R Younger is a highly sought-after speaker, 2x-TEDx speaker, diversity, equity and inclusion strategist, and contributor to leading news outlets. She is also the Founder and CEO of Employee Fanatix, a leading employee engagement and consulting firm.  After over 25,000 employee engagement surveys and years of working with organizations to transform employee engagement, here's what Heather has seen over and over:  When you know how to listen, employees will tell you exactly what they need to bring their full selves to work.  Book Heather to speak at your event or organization. Visit heatheryounger.com orhttps://www.cmispeakers.com/heather-r-younger. for more details.  

This week on the Sales Genius Podcast, Joe Ingram is thrilled to welcome Joseph Michelli, Ph.D., a world-renowned customer experience expert, New York Times #1 bestselling author, and Customer Experience Hall of Fame inductee. Joseph's work has shaped the service standards of some of the most admired brands in the world, including The Ritz-Carlton Hotel Company, Mercedes-Benz, Starbucks, Zappos, and Airbnb. As a certified customer experience professional and a professor of service excellence, Joseph has dedicated his career to helping leaders and frontline teams elevate the experiences they deliver to both colleagues and customers. In this episode, titled "Mastering Customer Experience," Joseph will share his insights on creating memorable, loyalty-building interactions that can drive long-term business success. Whether you're a business owner, leader, or customer service professional, Joseph's expertise in leadership and human experience design will provide you with the tools you need to set a new standard of excellence. Explore Joseph Michelli's books on customer experience for more insights: https://amzn.to/3O5sCqh Connect with Joseph on LinkedIn at https://www.linkedin.com/in/josephmichelli/ #SalesGeniusPodcast #JoeIngram #JosephMichelli #CustomerExperience #ServiceExcellence #CustomerLoyalty #Leadership #HumanExperienceDesign #CXStrategy #BestsellingAuthor

Kevin Stinnett from the Lane Report talks to Jack about some economic developments between McDonald's and Krispy Kreme Donuts, a Zappos outlet store in Louisville, and a big grant for Lexington non-profit Food Chain.   See omnystudio.com/listener for privacy information.

On this edition of culture content with Jay Doran, Jay is going over an innovative business strategy known as "Holacracy" or the practice of doing away with job titles in a workplace meant to promote more a team mentality and abolishing hierarchy.  It was notably applied to Zappos by former CEO, the late, great Tony Hsieh in late 2014. During this discussion, Jay gives his thoughts on the concept as a whole, some of the positives and negatives of the system, and how it might affect businesses of different sizes.  We haven't touched too much on business theory on this show, so we hope you enjoy dipping your toes in those waters on this episode of The Culture Matters Podcast.

Mark Boundy is a business builder, sales leader, author, coach, consultant, teacher…and Chief Clarity Officer…he has grown businesses in a variety of industries using a relentless focus on customer-perceived value. In this episode, Mark discusses the importance of aligning every employee's actions with customer value, emphasizing that every touchpoint with a customer either creates or destroys value. He shares stories from his experience, including a manufacturing operator and a receptionist, to illustrate how seemingly small ideas can have significant impacts on customer satisfaction and business outcomes. Boundy underscores that value creation is about helping customers achieve desired outcomes, and this focus can drive growth, profitability, and employee fulfillment across all levels of an organization.   Why you have to check out today's podcast: Discover real-life stories about how employees at every level, from operators to receptionists, can innovate to drive customer satisfaction and business results, making it relatable and motivating. Gain actionable strategies to ensure every team member understands how their role impacts customer value, helping you foster a culture focused on positive customer experiences. Learn how traditional metrics can sometimes hinder value creation, providing tips on aligning KPIs with customer-centric goals to achieve greater long-term success.   "Customer value comes from two things, one, your differentiation, and two, the outcome that customer achieves because of your differentiation." - Mark Boundy   Topics Covered: 01:25 - Sharing the experience that gave rise to using the word 'antipreneurial' in his book 04:08 - The importance of flexibility within processes, contrasting rigid corporate guidelines with adaptable checklists 07:41 -  Stressing the importance of a value-oriented organization not just sales around delivering customer outcomes 09:14 - Highlighting the importance of aligning sales and implementation teams to ensure realistic promises are made to customers 12:39 - What it requires to create a value-driven organization 16:09 - Emphasizing the need to prioritize customer-focused KPIs over purely efficiency-driven ones with real-life illustrations 20:12 - How focusing on customer satisfaction and adding value leads to substantial growth, high profitability, and employee satisfaction 21:35 - Stressing a point that employees feel more fulfilled and engaged when they understand how their work directly impacts customers' lives 22:51 - Defining value and illustrating how value was created by understanding customer outcomes deeply 26:51 - Mark sharing how anyone in the company, even janitors and receptionists can add value    Key Takeaways: "If the most important process in your company is your customer's buying journey, and your KPI has nothing to do with that buying journey, that's a yellow light." - Mark Boundy "If maximizing that KPI inhibits the customer journey, I call that a masking KPI. You're measuring something that makes you worse by making yourself good at stopping the customer from complaining. You get bad at turning customers into joyous partners." - Mark Boundy   People/Resources Mentioned: The Infinity Effect How Elite Growth Companies Abolish Antipreneurial Patterns and Create More Profitable, Happy, Lifetime Customers by Mark Boundy: https://www.amazon.com/Infinity-Effect-Summary-Antipreneurial-Profitable-ebook/dp/B0D1NNLWRH Lucent technologies: https://lucenttek.com/index.html Cisco: https://www.cisco.com/#tabs-35d568e0ff-item-194f491212-tab Miller Heiman Group: https://www.kornferry.com/about-us/our-story/miller-heiman-group Zappos: https://www.zappos.com Barefoot Wines: https://www.barefootwine.com   Connect with Mark Boundy: LinkedIn: https://www.linkedin.com/in/markboundy/ Website: www.boundyconsulting.com Email: mark@boundyconsulting.com   Connect with Mark Stiving: LinkedIn: https://www.linkedin.com/in/stiving/ Email: mark@impactpricing.com  

Employee Monitoring and Trust: Management Tips, Marketing TakeawaysI examine the increasing trend of companies cracking down on minor employee infractions and the implications of such strict policies. Thoughts on the 10/30/2024 WSJ article about Payhawk. I highlight stories from companies like Meta, Ernst & Young, and Target, explaining the negative impact of an overly monitored work environment.By contrasting Payhawk culture with examples of trust and autonomy, I emphasize the importance of treating employees as responsible adults to foster a more engaged and innovative workforce. Drawing from two personal career stories: $12k coffee and Tomatis music therapy center job: When you raise the bar, people will meet it.(00:00) In the news: workplace sins and employer crackdowns(01:18) Examples of employee infractions (expense accounts, meals, printing)(02:08) The impact of trust in the workplace(03:01) $12,000 coffee story(03:41) Lessons from the music therapy job(05:52) Pendulum of workplace culture(08:33) Importance of employee autonomy(15:07) Product return policy- Amazon lessons(16:10) Zappos culture inspo: Stage 5 Tribe ("Tribal Leadership")Links mentioned:WSJ article: The Little Sins We Commit at Work—and the Bosses Who Are Cracking Down"Never Split the Difference" by Chris Voss"Alchemy: The Surprising Power of Ideas That Don't Make Sense" by Rory SutherlandMy podcast tools:Record: emilybinder.com/riversideEdit with AI: emilybinder.com/descriptShop my gear: beetlemoment.com/gearHire me:Speaking: emilybinder.com/speakingCoaching: emilybinder.com/callBring me into your next meeting: thinkersone.com/emilybinderConnect:This podcast | My website | Beetle Moment Marketing | LinkedIn | X | Instagram | TikTok | YouTube | Email updates Hosted on Acast. See acast.com/privacy for more information.

We all know how good it is to feel valued at work… but, as a manager, is it worth the time and expense? And how can we ensure that our recognition resonates? In today's episode, we dive into the powerful world of appreciation and recognition! We chat about how everyone loves to be recognized, but not everyone enjoys the spotlight in the same way. You'll hear us share our personal experiences with recognition. We emphasize the importance of understanding individual preferences when it comes to appreciation, because what resonates with one person might not connect with another. We also discuss some practical tips for recognizing your team or peers without breaking the bank. You'll learn that simple, genuine compliments can go a long way, and how being specific about what you appreciate can amplify someone's performance. Plus, we touch on the idea of the "platinum rule"—treating others the way they want to be treated. So, whether you're a manager or just someone looking to spread a little positivity, this episode is packed with insights and actionable ideas to help you create a culture of recognition in your workplace and beyond!  

Jimmy McKay and co-host Dave Kittle dive deep into the realities of hiring in physical therapy and the importance of transparency. 00:00 - Introduction & Overview02:35 - The Importance of Salary Transparency in Job Listings09:12 - The Reality Behind High Salaries and Long Hours15:45 - Hiring the Right Fit: Quality Over Quantity22:30 - Using Military Strategies in PT Hiring: Commitment vs Applications31:20 - Communication Tactics: Over-Communicating with Your Team38:00 - Tony Hsieh's Zappos Example: Filtering for Commitment47:50 - Parting ShotsThey discuss how practice owners can attract the right therapists, the challenges of managing employee expectations, and the value of honest job descriptions. They explore salary transparency, over-communication with your team, and strategies to ensure you're not just filling a role but finding the best fit.Key topics covered:The reality behind high salaries and long hours in physical therapy.Why transparent job descriptions lead to better hires.The importance of over-communicating with your team to foster engagement and retention.How the military and companies like Zappos create commitment-driven cultures.Practical steps to filter out uncommitted candidates during the hiring process.Special Guest: None in this episodeTarget Audience: Physical therapy clinic owners, practice managers, and therapists looking to optimize their hiring process and team management.

Unlock the secrets to Etsy success with Dylan Jahraus, a top seller and creator of the Ultimate Etsy Course. In this episode, Dylan shares her inspiring journey from working in corporate e-commerce at Zappos and Zulily to building a thriving Etsy business—all while balancing life as a military spouse. She'll show you how she transformed her side hustles into a flourishing venture and how you can do the same by tapping into the unique opportunities Etsy offers.Learn how to avoid common mistakes and craft a standout Etsy shop with Dylan's proven strategies. She breaks down the key steps to set yourself apart from innovation to photography and mobile-friendly designs. You'll also get her 10-step checklist for evaluating products and discover her "more, better, new" approach to scaling your business.Plus, connect with Dylan for even more guidance. Her YouTube channel is packed with tutorials and advice; we have a downloadable checklist to help you along the way. Whether you're looking to optimize your shop or just getting started, Dylan's insights and practical tips will give you the structure and support you need to succeed. Get ready to kickstart your Etsy journey with this inspiring episode!Connect with Dylan Jahraus:• The Ultimate Etsy Course by Dylan Jahraus• Etsy Seller Success with Dylan Jahraus on Apple Podcasts•Dylan Jahraus | $1.5+ Top 0.1% Seller & Etsy Coach (@dylanjahraus) • Instagram photos and videos• https://www.facebook.com/dylanjahrausofficial• THIS is the BRAND NEW Ultimate Etsy Course and 1:1 Etsy Coaching [OFFICIAL TRAILER] (youtube.com)  Support the show

Details In this episode of The 90th Percentile, hosts BreAnne Okoren  and Joe Folkman explore the powerful connection between leadership, employee engagement, and customer satisfaction. Drawing on research and real-world examples from companies like Sears and Zappos, they discuss how effective leadership drives employee engagement, which in turn boosts customer satisfaction and profitability. They also … Continued The post Episode 144: Connecting The Manager, Employee, and Customer Satisfaction Chain first appeared on ZENGER FOLKMAN.

Ever wondered if you could supercharge your learning abilities? This Fitness Friday episode dives into the fascinating world of meta-learning and brain optimization.  My guest Jim Kwik and I discuss meta-learning's major impact on academic performance and the concept of "learning how to learn". We also discuss the importance of physical exercise for brain health and learning, digital dementia, and human over-reliance on technology.  Jim Kwik is an American brain coach, podcaster, writer, and entrepreneur. He is the founder of Kwik Learning, an online learning platform; the host of the Kwik Brain podcast; and the author of Limitless. Kwik has taught his brain retraining and learning techniques to students from universities such as Harvard, CalTech, and Singularity University. He also teaches executives and employees from companies such as Google, Virgin, Nike, Zappos, GE, 20th Century Fox, Cleveland Clinic, WordPress, and institutions like the United Nations to get the most out of work and life. What we discuss:  Meta-learning and its impact on academic performance The concept of "learning how to learn" Importance of physical exercise for brain health and learning Digital dementia and over-reliance on technology Thank you to our sponsor: Therasage: Head over to therasage.com and use code Be Bold for 15% off Find more from Jim Kwik: Website:  https://www.jimkwik.com/  Instagram:  @jimkwik Find more from Jen: Website: https://www.jennifercohen.com/ Instagram: @therealjencohen Books: https://www.jennifercohen.com/books Speaking: https://www.jennifercohen.com/speaking-engagements Learn more about your ad choices. Visit megaphone.fm/adchoices

Discover how standing out amidst the noise of today's advertising-saturated world is achievable by overdelivering on promises. Learn from inspiring examples, such as Zappos' legendary customer service, and understand the impact of adding value to others. By embodying a mindset of doing more than expected, whether in building relationships or at a W-2 job, you can ensure success and create lasting, lucrative relationships.  For more about Rod and his real estate investing journey go to www.rodkhleif.com