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On this episode of the Customers First Podcast, Tacey welcomes back Eric Stone, the founder of ClearPath Ventures and author of "Jumpstart Your Workplace Culture. A Roadmap for Igniting High Performance." Eric delves deep into the essence of workplace culture and high performance, shedding light on the principles that can lead organizations toward success.The heart of the conversation focuses on defining company culture. Eric mentions that culture is essential "behaviours in action"—the alignment between stated values and actual organizational behaviours. This distinction is crucial as we explore how culture can significantly influence an organization's ability to execute its strategies effectively. Eric emphasizes that a company's culture can only be assessed by observing behaviours when leadership isn't present, highlighting the true character of an organization's environment.
We touch upon the importance of getting "in the trenches" with teams—a practice Eric advocates for to gain valuable insights that might otherwise go unnoticed. He lays out three key practices: listening, observing, and learning. This approach helps leaders connect with their teams and creates a feedback loop that strengthens the organization's culture. He stresses that the clarity of mission, vision, and core values must guide every decision made within an organization.
One of the standout discussions is around overcoming obstacles within workplace culture, where Eric introduces the idea of being a "distraction catcher." He explains that successful leaders must buffer their teams from unnecessary noise, enabling them to focus on achieving key initiatives.
Eric's wealth of knowledge and experience equips listeners with actionable strategies for cultivating vibrant workplace cultures. His insights reinforce the idea that a customer-centric culture is beneficial for clients and integral to internal success, urging leaders to create environments that inspire and empower their teams.
Timestamps:
3:40: Understanding Company Culture
8:49: The Role of Culture Carriers
12:18: Roadmap Summit Essentials
Eric's Contact Information:
Website: https://clearpathventures.com
LinkedIn: @eric-stone-clear-path
Book Link: Amazon Link to Book
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customers First Podcast, Tacey engages with Jaime Valle, an accomplished customer experience consultant with a robust finance and computer engineering background. Jaime shares his extensive career journey, highlighting his lifelong dedication to customer service across various industries, including finance and pharmaceuticals.
We delve into the challenges of customer feedback mechanisms, particularly the phenomenon of customer fatigue caused by overwhelming surveys. Jaime articulates how companies often inundate customers with requests for feedback, leading to abysmally low response rates—often hovering around 5%. He stresses the importance of strategic communication, emphasizing that a thoughtful approach can enhance engagement without exhausting customers.
Throughout our conversation, Jaime emphasizes the importance of clarity and precision in data collection. He shares practical tips to enhance the effectiveness of surveys, such as asking direct questions about transactional satisfaction rather than ambiguous brand-related inquiries. He also highlights the significance of incorporating a neutral option in surveys, ensuring customers can express their true feelings without being forced to take a side.
This episode offers rich insights into the art and science of customer experience, emphasizing the importance of thoughtful analysis, strategic communication, and the vital role of customer feedback in driving business success. Jaime's expertise and passion for customer-centricity shine throughout our discussion, making it a valuable listen for anyone looking to enhance their organization's approach to customer experience.
Timestamps:
6:14: Risks of Over-Surveying 11:36: Moments of Truth in Customer Journeys 14:56: Utilizing Data Without Surveys 26:11: Understanding Net Promoter Score Jaime's Contact Information: LinkedIn: https://www.linkedin.com/in/jaimevuk/ Email: [email protected]Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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This episode of the Customers First Podcast features an insightful conversation with Laura Richard, a principal at Level 5 Consulting. Her significant contributions to customer-centricity and leadership in consulting have been widely recognized. Laura articulates the importance of customer experience as a core driver of business success, highlighting her belief that genuine customer connection stems from deeply understanding their needs and expectations.
Laura introduces us to the concept of customer centricity and shares her insights on the seven dimensions that define this approach. She emphasizes the need for organizations to promise value to their customers and consistently deliver on that promise.
Laura discusses the continuous evolution of customer experience and shares her framework for improvement. This framework underscores the necessity of gathering voice-of-customer insights and fostering cross-functional collaboration.
We further delve into Laura's customer-centric maturity model, focusing first on the promise aspect and its three core dimensions:
Establishing a clear brand promise Having a fact-based understanding of customer behaviour Concentrating on meaningful moments in the customer journeyTransitioning to the performance side, Laura highlights four critical dimensions:
Maintaining consistent collaboration. Centering customer needs in decision-making processes. Measuring customer outcomes effectively. Committing to long-term investments in customer-centric initiatives.This episode is a rich resource for anyone interested in elevating their organization's customer experience through a strategic, consistent, and collaborative approach. It ultimately embraces the belief that magic happens when organizations prioritize customer centricity.
Laura's Contact Information:
LinkedIn: @laurakrichard
Take Level5’s customer centricity maturity survey: https://www.research.net/r/L5CxMaturity. This will provide you with a free personalized report.
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customers First Podcast, Tacey explores customer journeys with Shaun Whynacht, founder of Blue Cow Marketing. With over 12 years of experience simplifying businesses' marketing efforts through automation and customer journey optimization, Shaun brings a wealth of knowledge and strategies to the table. They explore how marketing automation helps companies enhance their customer experiences.
The conversation shifts towards understanding the importance of crafting seamless customer journeys. Shaun presents a compelling analogy of viewing the customer journey as a road trip, emphasizing the various paths customers may take, from first learning about a business to making a purchase. He stresses that businesses must plan the ideal customer experience and recognize that not every customer travels the same route. Shaun argues for the importance of accommodating various touchpoints and potential roadblocks, likening the process to creating a magical experience akin to a Disney theme park.
Shaun elaborates on the quintessential idea that a consistent customer journey drives customer retention and loyalty. He shares practical insights on how a mapped-out customer journey can help maintain quality across interactions and empower businesses to scale effectively.
As the discussion progresses, they delve into Shaun's seven-step strategy to elevate the customer experience. Each step—from knowing your customer to personalizing interactions and over-delivering on expectations—unfolds with real-world examples from Shaun's extensive career. He emphasizes the value of personalization in enhancing customer experiences and underscores the necessity of listening to customer feedback. This feedback loop is integral to refining the journey and ensuring businesses remain aligned with their customers' evolving needs.
This episode is packed with actionable insights and lively conversation. It aims to help businesses enhance their customer experiences and ensure that every interaction aligns with the values of customer-centric cultures.
Shaun's Contact Information:
Website: https://www.bluecowmarketing.ca/
LinkedIn: @shaunwhynacht
Instagram: @bluecowmarketing
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customer's First Podcast, we dive deep into the world of customer experience with the returning guest, Samantha Irwin, a renowned small business customer experience consultant and the founder of the Power of People Training Academy. Samantha brings her wealth of knowledge from years of experience in the hospitality industry and her passion for uplifting individuals to share insights that help businesses create magical customer experiences.
As we delve into the core of customer experience, Samantha emphasizes that the journey begins with the employees. She advocates for a mindset shift among leaders to prioritize and empower their teams, enhancing customer service. With a focus on always being in hiring mode, she shares invaluable strategies for attracting and retaining high-performing employees. This proactive approach ensures businesses are never in a rush to settle for hires that might not align with their company culture. Samantha elaborates on the attributes of A players, highlighting the need for initiative and drive as critical factors when selecting potential employees.
Moreover, we explore the connection between employee satisfaction and customer loyalty. Samantha passionately discusses how understanding each team member's qualities can streamline the hiring process and boost morale. She shares tools like creating a culture deck that helps leaders cultivate an environment where employees feel valued, leading to enhanced customer experiences. By reverse-engineering the hiring process and focusing on cultural fit, Samantha illustrates how businesses can build a robust team that embodies their values.
As the episode wraps up, Samantha encourages leaders to continuously evolve their understanding of staff motivations and customer experience strategies. Businesses can retain top talent and deliver extraordinary customer service that drives loyalty by promoting an ongoing dialogue within their teams and incorporating feedback and innovative training resources.
Samantha's Contact Information:Website: https://kaizen.zone
LinkedIn: @samanthairwin
Instagram: @samantha_kaizen
link for the Creating a Culture Deck (discount code CULTURE): https://kaizen.zone/creating-a-culture-deck/
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customers First Podcast, we're joined by Karen Evers, the founder of HumanSmarts, a transformative human resources consultancy focused on revitalizing HR for small businesses. After 25 years in corporate HR, Karen experienced burnout and recognized a gap in the market for authentic, people-centric HR solutions. Since launching HumanSmarts, she has partnered with startup founders and small business owners across the USA, helping them cultivate thriving workplace cultures.
Karen shares that HR can be more than just compliance and risk management. She doesn't just preach a human-centred approach to HR and employee experience; she equips entrepreneurs with the practical tools and strategies to implement it. She emphasizes creating a work environment where people feel valued, leading to improved business outcomes.
Throughout our conversation, we delve into how traditional HR practices have become dehumanized and discuss the psychological impact this has on employees. Karen highlights that the increasing focus on compliance has drawn individuals to HR who may prioritize rules over relationships, leading to the loss of the authentic human connection that should be at the heart of HR. By focusing on empathy and genuine understanding, organizations can foster a culture that retains and attracts top talent.
Karen provides compelling examples of how small organizations can transform employee experience to match their culture and values. We also discuss the vital connection between employee satisfaction and customer experience. Karen passionately advocates for treating employees as internal customers, as their happiness and engagement directly influence the service they provide to clients. By humanizing the workplace, businesses enhance employee experiences and position themselves as employers of choice in a competitive talent landscape.
This enlightening discussion with Karen is not just a call to action; it's a wake-up call for all business leaders. It's time to reassess your HR practices and embrace the power of human connection within your organizations. The future of your workplace culture and business outcomes depends on it.
Karen's Contact Information:
Website: HumanSmarts
LinkedIn: @klevers
Tacey's Contact Information:
All Social Media Platforms: @taceyatkinson
Email: [email protected]
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customer's First Podcast, host Tacey Atkinson welcomes Clint Rush, a multifaceted leader with an impressive background, including an award-winning executive, a decorated combat veteran, and a Lean Six Sigma Black Belt. We delve into Clint's journey, which began at the University of Wisconsin and then took a significant turn following the events of 9/11, which motivated him to join the Army. His military service paved the way for a diverse career in the private sector, including roles in operations, quality, business development, and more. Clint reflects on his transitions from military to civilian life and how each experience has shaped his approach to leadership.
Clint shares insights from his time managing a logistics company during the tumultuous period of the COVID-19 pandemic. He emphasizes that overcoming challenges in unprecedented times fosters innovation and provides a unique opportunity to place the customer at the center of business strategy. He acknowledges the complexities of leadership, particularly during crises, and expresses the importance of creating meaningful experiences that stand out in difficult times.
The conversation seamlessly shifts to foundational leadership qualities as Tacey and Clint explore what distinguishes a true leader from a mere people manager. Clint articulates that, at its core, leadership is about setting a clear destination and facilitating others' journeys to get there. He highlights the critical role of trust-building within organizations and asserts that vulnerability and transparency about one's shortcomings are vital to fostering a trustworthy environment.
Clint also candidly addresses why first-time leaders often struggle, attributing their challenges to fear and the pressure to perform perfectly. He encourages new leaders to embrace their fallibility and view setbacks as opportunities for growth, both personally and within their teams. Drawing parallels between leadership and personal experiences, Clint emphasizes patience as a critical trait for influential leaders, asserting that cultivating a robust team culture takes time and consistent effort.
This enriching episode serves as a reminder that effective leadership is rooted in trust, transparency, and genuine care for one’s team while also inviting listeners to foster their own customer-centric cultures. Tune in to gain valuable insights into effective leadership and the magic of creating memorable customer experiences.
Timestamps:
10:49: Building Trust in Organizations 14:43: The Importance of Vulnerability in Leadership 16:15: Overcoming Fear as a First-Time Leader 20:30: Differentiating Yourself as a Leader Clint's Contact Information: Website: https://clintrusch.com LinkedIn: Clint RuschTacey's Contact Information:
All Social Media Platforms: @taceyatkinson
Email: [email protected]
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this solo episode of the Customer's First Podcast, I delve into a troubling sentiment that has emerged frequently in conversations with C-suite executives: the notion that prioritizing customer experience has become a luxury they can ill afford. This mindset, which has increasingly taken root since 2022, suggests that businesses feel pressed to prioritize survival over the nuanced and often overlooked aspect of customer experience. My response to this perspective is unequivocal: companies cannot afford to neglect customer experience, nor should they view it as an expensive endeavour. The key lies in maximizing existing resources and recognizing the invaluable foundation many companies possess, even if they are unaware of it.
To illuminate the distinction between customer service and customer experience, I draw attention to the fundamental differences that often blur together in conversations. Customer service encompasses the transactional actions essential for customer interaction: processing orders, accepting payments, and other task-oriented functions. In contrast, customer experience transcends those interactions, focusing on how customers feel throughout their journey. It integrates sensory elements—sounds, smells, visual cues, and human engagement—that collectively shape a customer's emotional response to a brand. I emphasize the importance of a warm, welcoming atmosphere and proactive communication in fostering a positive customer experience.
Throughout the episode, I share insights from recent retail environment observations, noting how slight changes in employee interactions can profoundly impact customer perceptions. For instance, I recount a scenario where a customer interacted with a salesperson who genuinely cared to understand her needs, ultimately providing her with valuable information that encouraged her to return for a future purchase rather than completing an immediate sale. This reflects a fundamental truth: an engaging and empathetic approach can turn a mere transaction into a cherished experience, ensuring customers leave feeling valued and eager to return.
I also encourage businesses to actively cultivate a customer-centric culture, which enhances external interactions with clients and nurtures an engaged internal workforce. Initiatives such as conducting service audits or gathering customer feedback are invaluable. Nevertheless, I think it's important to act upon that feedback; being perceived as unresponsive can damage the relationships businesses aim to build. The human element must return to commerce. Effectively caring for customers—understanding their needs and creating memorable, positive interactions—doesn't require significant financial investment, only time, intention, and a willingness to listen.
Finally, I challenge my listeners to reflect on their business practices and environment. Are there barriers preventing the cultivation of authentic connections within their teams and with customers? I share that each individual plays a crucial role in shaping the human aspect of business. Transforming the customer experience is a collective effort, and fostering an atmosphere where empathy and respect prevail leads to sustainable success. As I conclude, I urge my audience to seek ways to spread this message and inspire others to prioritize meaningful interactions. The movement towards better customer experiences starts with each of us, and I'm eager to hear about your successes as you embark on this critical journey. Engage with me, and let's create the magic together.Tacey's Contact Information:
All Social Media Platforms @taceyatkinson
Email: [email protected]
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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In Today's Episode from the Vault: Join Tacey and her special guest, Certified Life Coach & Talent Development Expert and Customers First Regular, Angie Robinson.
Today's Topic: “The Power of Good Communication”
Angie shares her expertise in developing more robust connections with your team by practicing good communication strategies.
Link to Angie PDF with the 6 Core Communication Categories
https://communication.angie-robinson.com
Angie’s Contact Information:
Website: www.angie-robinson.com
Instagram: @angierobinsoncoaching
LinkedIn: @angiekrobinson
Tacey's Contact Information:
https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customer's First Podcast, I, Your Chief MagicMaker, delve deep into the essence of customer experience and its profound importance in building successful businesses. As a brand experience curator, I aim to help organizations create enchanting experiences that resonate with people on a personal level. Today, I have the pleasure of addressing your questions directly from our Customer's First Boardroom. This special mailbag edition allows me to engage with you, my audience, and tackle pressing inquiries that undoubtedly reflect the thoughts of many.
Our conversation begins with a poignant question from Laura C., who asks why customer experience is a cornerstone of my philosophy. I share a personal story from my childhood, reflecting on my father's influence as he instilled in me the values of kindness and compassion while running a family restaurant. Through anecdotal storytelling, I illustrate how nurturing customer relationships transcends monetary exchanges and creates lasting loyalty. This foundational mindset, instilled by my father, underscores the importance of understanding how we make others feel and the results it yields in return, ultimately enriching our business landscape.
Paul M. raises an engaging question about managing poor customer service during shopping experiences. I take this opportunity to emphasize the duality of responsibility in any interaction. It's crucial to assess the broader context and show patience and kindness, even in challenging situations. I advocate for compassion over confrontation, encouraging listeners to elevate their interactions and choose to respond positively. This discourse reinforces my mission in shaping our daily experiences and stresses that kindness is neither insignificant nor an option but a necessity.
As we continue, I field inquiries regarding brands that inspire me within the customer experience realm. This leads to a passionate exploration of a standout brand, P. Louise Cosmetics, and its visionary CEO, Paige. I describe how Paige has constructed an empire on the principles of exceptional brand experience, recognizing the intricate details that resonate deeply with customers. From her innovative packaging to her dedication to community engagement, Paige embodies the ethos of creating magic through thoughtful customer interactions. Her approach serves as a beacon for others in the industry, demonstrating that valuing the consumer experience can lead to remarkable success.
The episode progresses as I outline how my audience can engage with my services. I break down my offerings, which include keynote talks, leadership workshops, and customer experience audits, tailoring them to fit specific organizational needs. Each method empowers teams and elevates customer interactions, ensuring that the magic of customer-centric cultures is not just a goal but a tangible experience for everyone involved.
Concluding this enriching dialogue, I express my gratitude for the feedback and questions from listeners. I encourage continued engagement and invite more questions to keep the conversation alive. The closing remarks reiterate the importance of nurturing customer-centric cultures and the significant impact they can have on everyday interactions. By inviting you to join me in this mission of spreading kindness and respect across our communities, I hope to ignite a movement where magic isn't merely a concept but a reality we strive to create in every customer experience.Timestamps:
5:45: The Importance of Customer Experience 10:03: Handling Poor Customer Service 15:19: Brands to Watch in Customer Experience 22:07: Ways to Work TogetherTacey’s Contact Information:
https://linktr.ee/taceyatkinson
www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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You've asked for It, so here it is: Vault Episode 141 with Author, Speaker & Leadership Coach Kyle McDowell. Kyle is widely known for his aspiring and inspiring approaches to transforming bosses into leaders and reshaping corporate cultures. Enjoy!
Kyle talks about formulating ten principles that start with the word “we,” which ultimately changed his life trajectory and significantly impacted many leaders. Kyle’s core principles for his strategy emphasize the importance of doing the right thing, leading by example, following through on commitments, and owning mistakes. Kyle believes mistakes are valuable learning opportunities and that it is crucial to lift each other up and support one another in the work environment.
The episode also touches on the significance of measuring outcomes rather than activity and the need to align actions with goals and objectives. Furthermore, the conversation delves into recognizing and rewarding efficiency and the value of challenging one another in a culture of excellence. Kyle believes that challenges present opportunities for improvement and that attention to detail separates organizations from their competition. Kyle highlights the fulfilling nature of this work and the need to work together and support one another to create a better world.
Kyle’s Contact Information:
Website:https://www.kylemcdowellinc.com
LinkedIn, Instagram and TikTok: @kylemcdowellinc
Amazon link to book: Begin With WE: 10 Principles for Building and Sustaining a Culture of Excellence
Tacey’s Contact Information:
https://linktr.ee/taceyatkinson
www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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On this episode of the Customer's First Podcast, I am joined by Jose Ganem, a brand strategist and owner of Round Branding. We explore the intricate world of brand strategy and customer engagement. Discover how to harness the power of storytelling, empathy, and team involvement to elevate your brand and create impactful customer connections that thrive in an increasingly competitive landscape. As a brand experience curator, I aim to help organizations create experiences that resonate with their audiences, and Jose brings knowledge and insight to this conversation.
We dive into the essence of storytelling, which Jose argues is the crux of brand differentiation in today's crowded market. It's crucial for brands to understand their audience on an emotional level rather than just presenting features or founder stories. We explore how empathy toward customer needs leads to impactful brand messaging beyond mere promotion, allowing companies to forge genuine connections with their customers.
Jose also addresses the importance of authenticity in brand communication, particularly as companies look to stand out in saturated markets. He shares valuable strategies for aligning a brand's messaging with its core values, ensuring that the brand evolves to reflect what it stands for and its audience needs. He stresses that engagement goes hand in hand with genuine dialogue with customers, helping businesses create offerings that customers genuinely desire rather than what they think customers want.
Leading us to a deeper discussion on how empowered employees can significantly enhance customer loyalty and overall business growth. We address the misconception that branding is merely an external endeavour, revealing the internal implications of rebranding or defining brand values.
Timestamps:
3:54: The Power of Storytelling in Branding 5:42: Aligning Brand Values with Audience Needs 9:30: Importance of Market Research 11:27: Team Involvement in the Branding Process 15:34: The Impact of Brand Evangelists Jose's Contact Information: Website: Round Branding LinkedIn: @JoseEliasGanem Instagram: @joseeganemTacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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On this episode of the Customer's First Podcast, we dive deep into the complexities of leadership with Brenda Neckvatal, a two-time best-selling author, award-winning HR professional, and serial entrepreneur. Together, we explore the art of mastering the people side of leadership, especially when navigating relationships with challenging personalities.
Brenda opens up about her past experiences with difficult personalities that fueled her passion for helping others strengthen their leadership skills. With an emphasis on the significant difference between managers and true leaders, she explains how managers often focus on checking boxes and adhering to defined parameters. In contrast, leaders lift their teams, foster transformation, and encourage growth. Through this differentiation, Brenda highlights the critical role of trust in building effective teams, and she emphasizes that a leader’s ability to listen actively is paramount to understanding team dynamics.
Moreover, we delve into the cruciality of establishing a follow-up culture, where leaders routinely communicate decisions and acknowledge contributions made by their team members. Brenda illustrates this with a compelling story about a mentor who continually engaged and celebrated his team's suggestions, fostering a vibrant environment ripe for collaboration and innovation.
Brenda concludes with an empowering reminder that there are no justified resentments—encouraging leaders to release negativity and focus on fostering a positive, empowering culture in their workplaces. Throughout this engaging discussion, listeners are equipped with actionable insights and the motivation to become true leaders who inspire and elevate their teams.Timestamps:
5:19: Transforming Leadership Amid Challenges 7:49: Building Trust with Difficult Personalities 14:18: Misconceptions About Leadership 19:18: Practical Steps for New Leaders Brenda's Contact Information: Website: https://yobrenda.com/ TikTok & Instagram: @brendaneckvatal LinkedIn: @neckvatal Book Link: Mission Ready: Building High-Performing Teams from the Battlefield to the BoardroomTacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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On this episode of the Customer's First Podcast, I delve into a spirited conversation with Andrea Leigh, a distinguished Change Catalyst and Customer Experience Powerhouse. Andrea’s journey into customer experience began at a young age, rooted in her early retail encounters, where she discovered the profound impact of prioritizing customer care. With over three decades in pharmaceutical sales followed by a significant transition into retail fashion leadership, Andrea shares her insights on the evolution of customer relations and the essential role of emotional connection in crafting superior customer experiences.
We explore the transformative period of COVID-19, where Andrea's unforeseen pivot from pharmaceuticals to fashion illuminated the importance of fostering genuine relationships with customers. Her tenure at a chic fashion boutique in Oklahoma City made her an exemplary leader whose sales achievements exceeded expectations. Andrea emphasizes that the keys to her success lay in treating customers with care and creating enjoyable shopping experiences, which helped her build trust and loyalty.
During our chat, we also tackled the critical impact that customer experience has on businesses. Andrea explains that a great customer experience is an indispensable marketing tool and a catalyst for exponential growth in today's experience-driven economy. Conversely, she warns about the fallout from neglecting customer needs, explaining how even a small oversight can tarnish an otherwise stellar interaction and lead to customer loss.
Andrea passionately advocates for leaders to cultivate a company culture that prioritizes customer satisfaction above all else. She highlights the importance of team communication and recommends leveraging friendly competition to boost morale and drive performance. She believes leaders can inspire their teams to consistently deliver exceptional experiences that resonate with customers by celebrating even the smallest victories.
As we wrap up, I encourage leaders to actively listen to customer feedback and maintain open lines of honesty throughout their businesses, emphasizing that fostering human connections is paramount to customer delight. Andrea's insights remind us that the heart of any successful brand lies in how it makes customers feel and that creating memorable experiences is the cornerstone of lasting success.
This episode is a treasure trove of wisdom for anyone looking to enhance their understanding of customer-centric cultures and create the magic that comes with outstanding customer experiences.Timestamps:
6:48: The Importance of Customer Trust 8:55: Understanding Customer Experience Impact 15:36: Cultural Shifts in Customer Service 20:25: Prioritizing Customer Interaction Andrea's Contact Information: LinkedIn & Facebook: @AndreaLeigh Instagram: @therealandrealeighTacey’s Contact Information:
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
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In this episode of the Customers First Podcast, Tacey has a detailed conversation with Pete Mohr about the power of improved communication and processes in helping companies build stronger teams. Pete shares his entrepreneurial journey and explains the importance of understanding the three parts of the brain: Cognitive, Conative & Affective, and the skills for innately taking action. He highlights the significance of the Kolbe assessment in uncovering how individuals naturally take action (not feelings) and how it can be used to enhance team dynamics.
Pete delved into Kolbe's four action modes: Fact Finder, Follow Through, Quick Start, and Implementer. He explained each mode's characteristics and how they influence decision-making and work preferences. Pete emphasized the importance of understanding these action modes in leading teams effectively and acknowledging and leveraging each team member's strengths.
Moreover, Pete discussed the value of filling gaps within teams by hiring individuals with complementary action modes. He shared insights into using the Kolbe assessment during the hiring process to ensure candidates align with the expectations of their roles. Pete emphasized the importance of effective communication in addressing common team issues and driving business success.
Reflecting on the impact of the pandemic on businesses, Pete highlighted the need for adaptability and resilience in navigating challenges. He emphasized the importance of being prepared to pivot quickly in the face of unforeseen circumstances. Pete underscored the significance of effective communication in leadership and how catering to individual communication preferences can enhance team performance and engagement.
In conclusion, Pete emphasized the role of communication in fostering productive teamwork and shared insights into leveraging the Kolbe assessment to optimize team dynamics and drive business success. He encouraged leaders to prioritize understanding and meeting the diverse communication needs of team members to create a cohesive and effective work environment.Timestamps:
3:11: Understanding the Three Parts of the Brain 6:26: Exploring the Four Action Modes 17:48: Building Strong Teams with Colby Profiles 28:25: Utilizing Kolbe Reports in Hiring Processes 32:08: Benefits of Kolbe Method for Leaders 34:27: Adapting Business Strategies Post-Pandemic 36:55: Importance of Effective CommunicationPete’s Contact Information:
Website: https://simplifyingentrepreneurship.com
LinkedIn: @petermohr
Tacey’s Contact Information:All of Tacey’s social media profiles are @TaceyAtkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
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Festival Season is the best time for us to revisit our Conversation with Melanie Jones, an art curator, Disney enthusiast, and Owner of Chapter Three Art and Disney Festival of the Arts expert, as they discuss this week’s topic: “Festivals and Art Need to Be Emotion-Evoking Experiences.”
In this episode of the Customer’s First Podcast, Melanie shares her passion for art and her journey in forming Chapter Three Art. It all started with her collection of Beauty and the Beast memorabilia, which sparked her admiration for artists and their ability to evoke emotions through their work. Chapter Three Art became a platform for Melanie to introduce others to Disney and other types of art and share stories from fellow collectors. Through this endeavour, Melanie has formed strong relationships with artists and has become an integral part of their creative process.
The conversation then delves into the Festival of the Arts, which initially started as the Festival of the Masters and has now blossomed into a month-long event. The Festival offers various activities such as art exhibits, merchandise, food, meeting the artists, live painting, acrobatics, chalk art, drawing classes, and more. Melanie emphasizes the interactive exhibits, including a paint-by-number mural where participants can contribute, sketching classes with Disney artists, live painting performances, and 3D chalk art. They both highlight the need for ample time to experience the Festival fully, as there is so much to see and do.
Melanie shares her experiences at the Festival, emphasizing the importance of meeting and conversing with the artists. Viewing the art in person and learning about the artist’s inspiration and techniques adds a deeper connection to the artwork. She highlights two artists Tacey is curious about: Michelle St. Laurent, a watercolour artist known for her attention to detail, and Michael Provenza, who utilizes points and filters light through his paintings. Melanie believes attending the Festival allows people to discover new art and artists they may have yet to discover otherwise.
Melanie further emphasizes the opportunity to meet new artists and purchase art at the Festival. The ongoing demand for art and the chance to reconnect with pieces from the past make it an exciting experience. They also discuss how the Festival’s level of service and experience can translate into other industries, such as hospitality.
Melanie shares her dreams of opening Chapter Three Art Cafe, a gallery space offering more than just art. She envisions a relaxing environment where people can enjoy art while sipping coffee or wine, with possible open mic or poetry reading nights. Melanie aims to create an ongoing experience for art enthusiasts rather than a limited-time event like the Festival.
The conversation shifts to Melanie’s experiences collecting Disney pins and attending pin events. She discusses her collection, which is focused on Beauty and the Beast and currently contains over 900 pins. Melanie expresses excitement for future adventures in the world of art and collecting.
Finally, Melanie shares her experiences living in Florida, close to the parks, and the opportunity to visit the Art of Disney at Disney Springs. She plans to interview and write about local and visiting artists throughout the year, further expanding her knowledge and connections in the art world. The episode concludes with a message to the listeners, encouraging them to attend the Festival of the Arts, even if they don’t plan on purchasing art, as it offers a chance to learn something new and have a transformative experience.
Timestamps:
0:01:40 Melanie shares her passion for art and Beauty and the Beast
0:05:03 Chapter Three Art opens doors for Melanie in the art community
0:10:46 Interactive exhibits at the Festival of the Arts
0:12:34 Live Painting, Chalk Art, and Photography Opportunities
0:14:08 The Importance of Experiencing Art and Meeting the Artists
0:23:07 The Magic of the Festival of the Arts
Melanie’s Contact Information:
Instagram: @chapterthreeart
Facebook Group: Chapter Three Art
Email: Melanie@ChapterThreeArt
Tacey’s Contact Information:
https://linktr.ee/taceyatkinson
Email: [email protected]
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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In this week's episode, we are welcoming Neal Woodson back. For over twenty years, Neal Woodson has been helping people and organizations learn more about effective leadership and inspiring service, where they intersect, and how they can be leveraged to create better workplaces, customers, and personal lives.
Neal is a leadership and service expert and shares his journey to finding his passion in leadership and service. He emphasizes the importance of serving multiple stakeholders in a business, including customers, employees, investors, suppliers, and the community. By focusing on service excellence and building trusting relationships with all stakeholders, companies can achieve overall success, not just financial success. Neal highlights the mutual benefits of these relationships, where everyone contributes and receives value.
He discusses the significance of creating a service culture within an organization, where leaders prioritize serving others and employees support each other. Neal shares a powerful example of a company he worked for that had a remarkable culture of service, where leaders prioritized the well-being of their employees during tough times, showing genuine care and empathy. He encourages listeners to assess their company culture, prioritize service, and constantly work towards doing good for others. He emphasizes the impact of small acts of kindness and how they can contribute to making the world a better place. Lastly, he leaves listeners with a simple yet powerful message: "Go do some good" and encourages them to spread positivity and kindness in their interactions.Timestamps:
7:37: Building Value in Business Relationships 7:55: Importance of Trust and Adding Value in Relationships 9:15: Essential Truths in Relationships with Stakeholders 14:03: Shifting Mindset from Self-Interest to Service 20:17: Auditing Business for Success Formula Application 23:59: Cultivating a Service Culture for Success Neal's Contact Information: Website: https://nealwoodson.net LinkedIn & Instagram: @NealWoodson Giving a $#!+ Book website: https://nealwoodson.net/gas/ Giving a $#!+ Book: Click for book link on AmazonTacey's Contact Information:
Website: www.taceyatkinson.com
Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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On today's episode of the Customers First Podcast, Trey Robinson sits down with your host, Tacey Atkinson, to discuss his experiences in the financial services industry. He emphasizes strategies and the importance of customer experience and acquisition. He highlights the significance of integrating customer experience into growth strategies, focusing on solving customer pain points and building trust. Trey also shares a case study where improving customer experience increased client retention and acquisition.
Furthermore, Trey delves into the role of company culture in shaping customer experiences, emphasizing the connection between employee satisfaction and customer satisfaction. He shares insights on driving customer acquisition through clear and compliant content strategies in regulated industries. Trey's advice extends to all industries, stressing the importance of understanding customer pain points and creating consumable content to address their needs.
Additionally, Trey underscores the value of mentorship in guiding career growth and learning from mistakes. He shares his passion for exploring the craft beer scene and trail running as hobbies. Looking to the future, Trey expresses excitement about leveraging emerging AI technology to enhance business marketing capabilities. The episode concludes with reflections on customer-centric cultures and the impact of personalized interactions on building strong customer relationships.Timestamps:
3:14: Integrating Customer Experience into Growth Strategy 7:41: Customer Experience Leading to Growth 10:50: Importance of Company Culture 14:17: Driving Customer Acquisition in a Regulated Industry 19:37: Transferring Strategies to Any Industry Trey's Contact Information: Website: https://storyamplify.com LinkedIn: @trey-robinson Instagram: @storyamplifyTacey's Contact Information:
Website: www.taceyatkinson.com
Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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Jesse McCullough, the founder of Keystone Pharmacy Insights and a leadership coach, joins Tacey Atkinson on the Customer's First Podcast to explore the essence of effective leadership and its crucial role in shaping communities. Jesse's passion for developing leaders shines through as he emphasizes the significance of influence over titles in defining leadership. Distinguishing between leadership and management, Jesse underscores the driving force of change and growth that leaders embody, contrasting with managers who focus on maintaining the status quo.
Delving deeper into leadership, Jesse discusses leading in various directions within an organization - down, across, and up. He stresses the importance of exercising influence at all levels, including peer and supervisor interactions. Acknowledging the challenge of self-leadership, Jesse highlights the need for continuous personal growth and self-improvement as fundamental aspects of effective leadership development.
In an illuminating discussion, the spotlight shifts to directional leadership, emphasizing the distribution of effort across leading oneself, up, across, and down. Jesse recommends dedicating 50% of leadership to self-leading, followed by influencing superiors to simplify their tasks, thus benefiting the entire organizational structure. Anecdotes woven through the conversation underscore the value of persistence and respect in effectively communicating ideas upwards.
The episode concludes with a poignant message on continuously seeking ways to add value to others, even in seemingly small gestures, as this can significantly impact their lives. By enriching the lives of those around us, we cultivate a harmonious and empowered work environment. The conversation immerses listeners in the essence of adding value to leadership, advocating for a balanced approach across all levels of influence and fostering a culture of continuous personal and professional development.
Timestamps:
8:41: The Flow of Authority in Organizations 15:46: Starting with Self-Leadership 17:40: Focusing on Leading Up 19:18: Earning the Right to be Heard 24:25: Balancing Leading Across and Leading DownJesse's Contact Information:
LinkedIn: jessewmccullough
Facebook Group: kpipharmacy
Tacey's Contact Information:
Website: www.taceyatkinson.com
Social Media: @taceyatkinson
Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.
Remember:
Customer Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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In this episode of the Customer's First Podcast, host Tacey Atkinson is joined by brand strategist and communications expert Amy Kehs. Amy shares her journey of starting her own communications business almost 25 years ago, working with various industries, and finally niching down to focus on museums, which she is passionate about. Together, they delve into the importance of brand identity beyond just visual assets, emphasizing the significance of brand messaging in attracting and retaining customers.
Amy highlights the key components of a brand kit, including mission, vision, values, brand story, and critical messages, stressing the need for clarity, consistency, and confidence in messaging for authentic brand representation. They discuss the importance of internal messaging within organizations and the need for all departments to align with the brand guidelines. Amy emphasizes that a brand kit is a living, breathing document that must be revisited regularly to ensure consistency and relevance as the business evolves.
The conversation shifts to the future of the museum industry, where Amy envisions a focus on storytelling and community engagement, moving beyond traditional artifact displays to immersive experiences and conversations. Amy's passion for helping museums succeed stems from her belief in preserving history and culture for future generations. The episode wraps up with insights on the power of words in branding, encouraging businesses to craft clear, consistent, and confident messaging to foster authentic connections with their audience. Amy's wisdom and practical advice serve as a guide for building strong brand foundations and creating impactful customer experiences.Timestamps:
4:28: Back to the Basics 11:44: Crafting Authentic Brand Messaging 19:19: The Importance of a Brand Kit 27:33: Brand Messaging as a Time-Saver 28:47: Passion for Helping Museums 32:28: Future of MuseumsAmy’s Blog Post: Crafting a Compelling Brand Identity
Amy’s email list: https://bit.ly/AKfav100
Amy’s Contact Information:
Website: https://www.amykehs.com
LinkedIn: https://www.linkedin.com/in/amy-kehs-communications/
Tacey’s Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
- Visa fler
