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Navigating the Customer Experience

Yanique Grant, Customer Experience Strategist, Entrepreneur

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Navigating the Customer Experience

Navigating the Customer Experience

Yanique Grant, Customer Experience Strategist, Entrepreneur

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Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!

Latest Episodes

083: Cheddah....Connecting Consumers with Brands with Allen T. Lamb

Allen T. Lamb believes he is fortunate to have developed a unique skill set and a differentiated perspective to-date within his role spanning media, tech, entertainment and sports as an operating executive, a growth-stage strategic investor, an M&A investment banker, a business intelligence researcher, and a multiple time-digital entrepreneur. Allen has been a two-time entrepreneur, conceptualizing and launching two digital media platforms focused on enhancing engagement value for consumers and brands. His latest growth concept is Cheddah, a marketing intelligence and digital loyalty platform that delivers location-aware, cash-based incentives to users in exchange for responses to quick surveys from brands. Allen earned an MBA from the MIT Sloan School of Management, where he concentrated in Entrepreneurship & Innovation as well as a Master's degree in Computer Science and a Bachelor's degree in Mechanical Engineering from Cornell University. Questions Could you share a little bit about your background and your journey? You have a lot of background in terms of your technology background, entrepreneurship, innovation and computer science as well as mechanical engineering. Just tell us a little bit about how you got to where you are today. Before you even explain what Cheddah is, could you tell us what maybe drove you to choose to create a name as Cheddah, could maybe link the name to what the actual item or product is supposed to deliver to the consumer? This particular platform, the feedback that you're generating can be utilized in any industry. It doesn't have to be only to food or the food service industry. Correct. It could be for your bank, it could be for your airline, it could be for your local hardware store? Where do you see customer experience going in another 5 to 10 years based on what you've experienced in the first 20 years of the 21st century? Because we really have gone through a lot between 2000 and 2019. Could you share with us how do you stay motivated every day? Could you share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you share also with us maybe one or two books that have had the biggest impact on you? Could you share with us maybe one thing that's going on in your life right now that you are working on that you are really excited about - either something that you are working on to develop yourself or something that you are working on to develop your people? Can you share with our listeners where they can find you online? Highlights Allen shared that he appreciated the mention of just how a diverse background and a trail that he has had till now. He had the fortune of studying engineering and computer science while in school and while he thought he would have become a full fledged engineer at one point in his life, in fact, he never stepped into the tech world; he ended up going into the financial services sector and remained there for quite some time. But fortunately, despite doing that, he was able to feed his hunger for entrepreneurship and really tapping into the origins of tech, data in particular that he had academically by starting a couple of businesses. He also, just by nature of the various sectors he was involved in, which included media, entertainment and sports. As he was an investment banker and a private equity professional, he was able to again, engage the consumer almost from a psychological standpoint as well as from just sheer movements around the world in their day to day lives. So, he has been quite fortunate in that, having an interest academically, along the way having started a couple of businesses and also being in financial services and engaging the narrative of consumer, he has been able to enjoy that core focus of his. Allen stated that Cheddah interestingly is slang for cash money, in many, many circles. And in thinking about the consumer and what was missing in the consumer realm as i

24 MINJAN 14
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083: Cheddah....Connecting Consumers with Brands with Allen T. Lamb

082: Brand Alignment from the Inside Out with Christopher Wallace

Christopher Wallace is the Co-Founder and President of InnerView, which is a marketing consulting firm that helps companies effectively transfer their brand strategy to their customer-facing employees and partners. Chris builds upon previous success as an entrepreneur in the sales consulting and coaching space, as well as his more than 15 years of sales, marketing and corporate leadership. Chris’ primary professional focus is to help companies better align the strategies of the board room with the daily execution at the front lines. Beyond his work with clients, Chris is able to apply his passions as a teacher and author. He has taught as an adjunct MBA professor at Temple’s Fox School of Business and has been published in outlets such as Harvard Business Review and Chief Marketer and is a contributor to publications including Inc.com and Forbes.com. Chris received a B.A. in Public Relations from Syracuse University’s Newhouse School and his MBA from Temple University. He lives in Villanova, PA with his family. Questions Could you share with us how you ended up in this particular field? Marketing and brand recognition and brand consulting. What are some of the key indicators are facets that business owner would need to consider in order to pretty much pioneer, hold or navigate how the shaping of their brand is going to be perceived by others. What is brand dilution? Could you explain to us why is it that you believe that many companies fall into the dilution and are they disillusioned or are they diluted in thinking that there's a communication breakdown or is it that a team members who are actually serving the customers are not clear on what it is that they're supposed to be delivering? Could you give us one or two metrics that organizations could look at even if they're a small business with just say two or three people employed to them versus an organization with two or 300 people and employed to them? Could you share with us how you stay motivated every day as a marketer, as an entrepreneur, as a teacher? Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us what books have had the biggest impact on you? We have a lot of listeners who are business owners and managers who feel they have great products and services, but they lack the constantly motivated human capital. If you were sitting across the table from that person, what's the one piece of advice that you would give them to have a successful business? What's the one thing that's going on in your life right now that you're really excited about - either something that you are working on to develop yourself or your people? Where can our listeners find you online? What's one quote or saying that during times of adversity or challenge, they like to kind of revert to this quote or saying it kind of helps them to refocus to re-strategize and just remember what they're working towards. Do you have one of those? Highlights Christopher shared that just like anybody's story, it's a long and winding path, but he’s a salesperson by DNA, not by career, by DNA. It sort of runs in the family and after a career in sales or having a career in sales with a number of big, recognizable brands, he found himself at a crossroads and had the opportunity to essentially work with one of the companies that he had been employed by for a number of years and sort of flipped over into a contract and consulting role. And was sort of an overnight entrepreneur, an accidental entrepreneur as he likes to call it. But what he was asked to do was to take some new products and new services that the company he used to work for was launching to their frontline teams, launching into the market, bringing to market to their customers and really help get their frontline sales teams, their customer service representatives, in a number of different teams really up to speed on what these things were. But

26 MIN2019 DEC 24
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082: Brand Alignment from the Inside Out with Christopher Wallace

081: Building Stronger Connections....Making Price Irrelevant with John DiJulius

If you have ever wondered how there are so many brands that customers can’t live without? And if you’ve ever wondered how it’s possible to make price irrelevant? John DiJulius will show you how to do both. He is the authority on World-Class customer experience. He is an international consultant, keynote speaker, and bet-selling author of five customer service books. His newest book, The Relationship Economy – Building Stronger Customer Connections in The Digital Age (Greenleaf Books October 2019) could not be timelier in the world we are living in. John has worked with companies such as The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestlé, Marriott Hotels, PwC, Celebrity Cruises, Anytime Fitness, Progressive Insurance, Harley-Davidson, Chick-fil-A, and so many more. John isn’t just talking about it, he lives it, as a very successful entrepreneur. He is the founder of three businesses: The DiJulius Group, an international customer service consulting firm, John Robert’s Spa, a chain of upscale salons in Northeast Ohio which has repeatedly been named one of the top 20 salons in America, and Believe in Dreams, a non profit that helps make dreams come true for deserving children. John will demonstrate how you can make customer service your single biggest competitive advantage, become the brand customers cannot live without and make price irrelevant! Questions Your newest book, The Relationship Economy, focusing on building stronger connections. With so much things happening digitally, how are we really going to be able to tap into that connectivity with our clients? Could maybe just tell us two things that have really stood out to you over the years that really makes that connection human, that you don't feel like you're another transaction or just another button that's being pressed to have something completed. You touched on empathy and compassion; how do you teach someone empathy? Share with us maybe three actionable takeaways that our business owners and listeners of this podcast could take away from the book or even just your years of experience in the different businesses that you have formulated and been successful in that if they went ahead and employed those three tactics tomorrow, they would start to see some results. You've done a lot of research; you've written a lot of customer experience books. I want us to talk a little bit about the future. We are now at 20 years into the 21st century. So, next year we're going into 2020, where do you see customer service in another five years? What’s one thing that’s going on in your life right now that you’re really excited about – either something you’re working on to develop yourself or your people? Where can our listeners find you online? During times of adversity or challenge, is there a quote or saying that you like to draw on that kind of helps to keep you refocus or gets you back centered to be on that journey to accomplish your goal? Highlights John stated that he doesn’t think we have a choice, there's a seismic shift happening in the world today. And for all the benefits and conveniences technology has brought us, it's come at a significant cost and that cost is human relationships, human interactions, which is so vital to customer loyalty, employee satisfaction, and just overall happiness. Today's illiterate are those who have an inability to make a meaningful connection with others. The pendulum has swung so far over to high tech, low touch that all of us are starving to be someone, a person with goals and pain points and all those things. And it's the companies that are creating the emotional connections that are reaping the rewards. Yanique stated - I'm glad you touched on emotional connections because I personally, all the research that we've done for customer service in our business, we found that customers have two needs and those two needs are their emotional needs and their intellectual needs. And so, emotions speak to their heart and how you make the

37 MIN2019 DEC 17
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081: Building Stronger Connections....Making Price Irrelevant with John DiJulius

080: Tenets of Quality Service Leadership with Sky Jarrett

Sky Jarrett is an executive coach and pioneer of 21st century leadership. She has a passion for unlocking human excellence and specializes in using researched-based and neuroscience techniques to support leaders in improving their effectives and thriving in the digital age. As a leadership and organization development consultant at one of the world’s largest consulting firms, Sky has 12+ years of specialized expertise in large-scale transformations helping organizations transform their culture, leaders, and performance from within. Sky is also a certified instructor, advocate, and change agent for mindfulness and has been instrumental in bring mindfulness to Fortune 500 companies. She is committed to growing the reach of mindfulness across industries and geographies as a way of expanding the human capacity to deal with the relentless and fast-paced challenges of life in the 21st century. Transcend, LLC is an organization aimed at supporting individuals, groups, and organizations in...

33 MIN2019 NOV 14
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080: Tenets of Quality Service Leadership with Sky Jarrett

079: Changes that Cause Disruption and Strategies to Overcome with Suman Sarkar

Suman Sarkar has more than 20 years of international consulting experience. He has a proven track record delivering innovative and strategic approaches to the supply chain and sourcing practices with outstanding results. As an author, he understands the power of creativity that will be unleashed if businesses can harness the talent they already have in-house. He's a partner with Three S Consulting and he holds a Bachelor’s in Mechanical Engineering from ITT Kharagpur, India and a Master's in Industrial Engineering from NITIE in Mumbai, India graduating at the top of his class from both schools. And he's also a holder of an MBA from UCLA in Strategy and Finance. The author of the very popular book, Customer-Driven Disruption: Five Strategies to Stay Ahead of the Curve. Questions Tell us a little bit about your background? Could you explain to us what do you mean by disruption? What is your definition of disruption and why do you make the analogy of it possibly being seen like a death sentence? In your book you spoke about generational shifts, are you able to give us some examples of how you think that has led to major changes in the market? Can you also share with us maybe some companies that you think are doing it right? Some of our listeners, if they're saying to themselves, what are some organizations that I could look at that I could benchmark maybe some of their best practices on principles that they're doing to stay ahead of what's happening and to ensure that they’re meeting their existing customer needs, but also trying to exceed those customer needs in the same process? Could you share with us what's one on online resource tool, website or app that you absolutely cannot live without in your business? Could you share maybe one or two books that have had the biggest impact on you? Could you share with us what’s one thing that’s going on in your life right now that you are really excited about – either something that you are working on to develop yourself or your people? Where can our listeners find you online? Is there one quote or saying that during times of adversity you will draw on this particular quote or saying and it helps you to refocus and just remind yourself of why you’re doing what you’re doing and where you’re going? Highlights Suman stated that he grew up in India and there, he came from a very small town and he thinks the only reason I came out from that small town is because he was always interested in figuring out what the root cause of anything and that led him to engineering school. His teachers always used to mention this to him that, “Suman was probably not the fastest kid in the class, but he actually figures out what's the root cause of anything. And so, he essentially comes up with solutions that are great.” Now, he has kept that trade throughout his life, it kind of drove many of his bosses crazy because he took his time to figure things out, but whatever solutions he came up and his customers loved it, his clients loved it. Many of the things he has done are still being practiced, companies still use it. And that's one of the reasons why he has had the opportunity to work with large number of successful companies. One of the things he has learned over the years as he’s been working with these companies is that they are not distinct to be successful or remain successful and the primary root cause of that comes from the fact that companies are not focused on customers, they are focused on investors, they are not doing things that will endear them with the customers. And now, since customers are more informed as you know because of internet and computers, smartphones, they're more informed and they're more likely to change companies than ever before and the lack of focus on customers is really what's driving disruption and failure of many large companies. And what we are seeing is the start of a tsunami, not the tsunami itself and this book is a plea for corporates and startups and everyb

26 MIN2019 OCT 30
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079: Changes that Cause Disruption and Strategies to Overcome with Suman Sarkar

078: Understanding the Metrics of Reviews with Josh Kelly

Josh Kelly is the Co-Founder of RevuKangaroo, the world’s leading reputation management system, an automated SAAS business that has helped generate countless reviews for businesses on places like Google, Yelp, Facebook and more as well as growing actual revenue for clients, sometimes in the tens of millions of dollars. Before devoting his work fulltime to RevuKangaroo, Josh had an extensive background in marketing, working at companies like Bonneville international, Parker and Sons, Dial (DMG) Inc and Clover Marketing. He helped his own family business, a local heating, cooling, and plumbing company in Phoenix, grow from $7 million in revenue to over $100 million in just over 14 years and he has been featured on stages with the Zig Zigler Foundation, Dave Yoho and EGIA as well as major platforms like CBS, Fox, and NBC. Questions Tell us a little bit about yourself and your journey? Could you share with us how you think customer experience is going to manifest an grow over the next 5 to 10 years versus where we’re coming from in the last 5 to 10 years. Could you share with us how do you stay motivated everyday? Can you share with us what isone online resource tool, website or app that you absolutely cannot live without in your business or even your personal life? What are some of the books that have had the biggest impact on you either in a professional capacity or a personal capacity? Could you share with us what’s one thing that’s going on in your life right now that you are really excited about – either something that you are working on to develop yourself or your people? Where can our listeners find you online? During times of adversity or challenge is there a quote or saying that you have that kind of helped you to refocus or just to get back on track so that you can feel energized towards what you’re working on? Highlights Josh shared that it's kind of a weird story, like everyone thinks he did this purposely, but he didn't. He kind of tripped into reputation management truth as he has tripped into most jobs and most businesses he has owned literally, it was a problem he had with his own business; with clients he was already working with. He works in what he would consider a grudge industry for the most part meaning like a plumber, no one wants to do business with a plumber, no one's excited to see a plumber, you only see a plumber when something's gone wrong and there's water all over your floor. And it's not a positive experience no matter what no matter how great a job you do, you could save the day but you're still walking into a bad experience and because of that it's really hard to get good reviews. No one's excited to do business with you, no one's happy that they did business with you ultimately. So, it was an issue he had, it was an issue a lot of clients he worked with had and he tried to buy it, a system, he tried to hire consultants, he tried to hire software and he couldn't find anything that actually worked. So, he went to a partner of his who was a good back then who runs a large team. And he (Josh) essentially explained the issue, what's going on, he literally locked a whole bunch of business owners he knew and good friends within a room and they started spit balling ideas what it could look like, what it should look like and been running ever since. Yanique shared, so, it's fair to say then that you ended up in this business because of a pain point that you were experiencing, and I mean I'm sure many of our listeners, this will connect with them. Generally speaking, people typically end up in an entrepreneurial position many times because of some pain or discomfort that they felt that they could definitely find a solution for and of course a solution for other people who were experiencing the same pain and discomfort. Josh agreed, literally, in their business like the plumbing HPC company is his first business. They were working their butts off to get reviews and to be positive and they have won

31 MIN2019 AUG 27
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078: Understanding the Metrics of Reviews with Josh Kelly

077: Humanizing the Digital Experience with Nick Mehta

Nick Mehta is CEO of Gainsight, the Customer Success company. He works with a team of nearly 700 people who together have created the customer success category that's currently taking over the SAAS business model worldwide. Nick has been named one of the Top SAAS CEO’s by the Software report three years in a row, one of the Top CEO’s of 2018 by Comparably, he was a finalist for EY’s Entrepreneur of the Year, and holds one of highest Glassdoor approval ratings for CEO’s. On top of all that, he was recently rated the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He also co-authored “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue,” the authoritative book on this field. He is passionate about family, football, philosophy, physics, fashion, feminism, SAAS customer success and people have told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try. Questions Tell us a little bit about yourself and your journey? Could you just explain a little bit more about what Gainsight can do for their company? And you can just use an example, maybe you pick an organization and tell us if they had that type of company, as a client of Gainsight, what would that add value for their company? How do you see customer experience evolving in the next 5 to 10 years versus where we're coming for from in the last 5 to 10 years? Could you share with us how do you stay motivated everyday? Can you tell us if there isone online resource tool, website or app that you absolutely can’t live without in your business? Could you share with us some of the books that have had the biggest impact on you? Could you share with us one thing that’s going on in your life right now that you are really excited about – either something that you are working on to develop yourself or people? Where can our listeners find you online? Do you have a quote or saying that you kind of revert to, to kind of help you to refocus and get back on that path to what you’re workings towards? Highlights Nick shared that he is very excited to be in this journey and be with here today. He has been working in business for a few decades, so definitely dates him a little bit. His journey into kind of customer success actually started way back in his childhood, because he does have a memory when he was a kid, he grew up in the East Coast of the U.S in Pittsburgh, Pennsylvania and his dad was an entrepreneur, but this is back in the days of selling big computers and software that was running on people's servers and all that. He remembers him saying that, if you ever go into business, one of the things you need to do, this was when he was little kid is make sure you're either the person building the product or the person selling the product because once you sold the customer then your job is over, you can move onto the next one. And those two, building and selling are kind of what a lot of companies really focused on for a long time. And in his early part of his career, he worked at a large traditional enterprise software company, a great company but at that time the company was very much focused on building and selling and so the idea of the customer experience and customer success, it was certainly something people would talk about in speeches and you'll say nice things about but if we fast forward into 2008 when he took his first CEO job where he was running a cloud SAAS company. A company called Live Office and he didn't know anything of the new cloud worlds, so he came in with that old playbook of building and selling and just really focusing on sales and kind of customer success, customer experience honestly was more of a necessary evil. Came into this company and ended up with the power of subscription, allows all to come or go anytime they want, every month or every year. He actually as a CEO, his whole schedule changes where he needs to spend the mo

29 MIN2019 AUG 20
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077: Humanizing the Digital Experience with Nick Mehta

076: Building Up The Potential in Your Team with Yanique Grant

Inthis episode Yanique Grant, I am speaking specifically about a topic that I think is relevant to helping leaders in an organization to help their team grow and develop. And it has to do with honing the skills and building the potential of your existing team members that you have working in your company. Now potential is someone's capacity to develop their skills with effort and coaching over time. And that's just the point, how can we know where effort and coaching will take someone over a period of time if you don't actually take the time to invest and identify if your investment in this individual will be successful?Now the first step in helping to develop or helping to grow someone to identify their true potential is you have to help them identify the best version of themself. And so, conversations with your employees, one on one conversations where you help them to identify where their strengths and their weaknesses are and what their values are. You can help them write this down, so they have it as a focal point, this is like the foundation of how they are going to move from one step to the next. Then you need to ask them questions, like, “Is there something that they've ever really, really wanted to do and achieve and accomplish?”Such as, you know, if they had a great passion to dance or they had a great passion to speak a second language or they had a great passion to play a particular sport. So, you have to ask these questions to identify what is really in their heart. The next thing is you have to ask them, is there any thing that they think is preventing them from reaching to that milestone?So, do they think they need to be a more assertive person, do they feel like they lack confidence? You have to ask them these questions and read their body language, get them to a place where they feel very comfortable sharing this information with you because it means now, they have to be very vulnerable to share this information. So that's the first step. You want to get them to really identify where they fall in terms of setting themselves up for success. Then after you get to that point, we have to now help them set goals. One of the things that we consistently promote or encourage persons who are in our workshops is the number one rule of a leader is to help people grow and develop. So, if the people grow and develop, then the organization would grow and develop because in every company, the organization is the people. It's not the tagline, it's not the logo, it's not the uniform, it's not the equipment, it's the people and without the people, the company cannot grow and develop.And so, you have to help them set goals. Setting goals is an important part of helping them to achieve success and not success in terms of your financial statement for the business, success in terms of what they view as success. Now, research shows that setting specific goals will help people to get what they want. So, you write it down, and this is where you're going to put in a step by step, strategy, day to day activities that you're going to employ to achieve the overarching goal so you write a list of everything you want to achieve, check over your list and seriously consider what you've written down is realistic. Because sometimes we're so bold and audacious, the goals are amazing and you should reach for the stars or even beyond the stars! I completely support that, but we have to think realistic at the same time. So, let's say the goal is to lose weight, for example. There's no way that you will lose 50 pounds in two weeks, it's just, I mean, maybe you could lose it, but it wouldn't be the healthy way and it wouldn't cause the weight to stay off. So, in setting the goals, you want to ensure that the goals are realistic. When you're setting the goals, you also want to affirmatively or positively affirm in your mind and on paper how you want the goal to be manifested, “I want to be less worried about my appearance.” “I want to be con

16 MIN2019 JUN 18
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076: Building Up The Potential in Your Team with Yanique Grant

075: The Importance of Having a Culture of Happiness with Rochelle Gapere

Rochelle Gapere is an Attorney, Happiness Coach and Entrepreneur, known for bringing her charismatic personality and share joy for living to every experience and individual that she encounters. She has mastered the art of living life fully and passionately. The release of her first book, One Happy Thought at a Time: 30 Days to a Happier Youcements her lifelong practice of adding more happiness to this world by empowering others with the tools and techniques that help them lead happier, more fulfilling lives. Rochelle believes in living a life that is engaging at every level and utilizes practical techniques to teach audiences her unique approach to living a happy life. Questions Tell us a little bit about yourself and your journey? What are some of the maybe three top things that you would share? Would a business owner and entrepreneur, whether in an online space or in a space where they actually have an environment where customers come in and interface with their employees as to how it is that they can use some of these disappointments to propel or pivot their business to the next level? How do you stay motivated every day? How do we get our business owners to the point where they're a little bit more understanding to the fact that it's not just about the profits because the profits have to come from within first in terms of developing the people and if you profit with developing the people's minds and the goals that themselves want to achieve on an emotional, financial, physical level, then it will manifest into financial for the business in the long term. Could you share maybeone online resource tool, website or app that you couldn't absolutely live without in your business? Could you share with us maybe one or two books that I've had the biggest impact on you? Could you share with us one thing that’s going on in your life right now that you’re really excited about – either something that you’re working on to develop yourself or people? What’s one quote or saying that during times of adversity, you draw on this quote or saying to kind of rejuvenate or to just get back on track? Highlights Rochelle stated that she would say she has always been a very happy person, as a child she wasvery free spirited, very optimistic and that followed her throughout her life to this point. She practiced law and she’s still practicing law, actually next Wednesday will make it 14 years since she graduated from law school. So, time definitely has flown and so her entire life she has always wanted to be an attorney. She went to school in Jamaica, she went to St. Andrew Prep. School and then she went to Campion College and she left Campion College and went to Nashville for Undergrad, Tennessee State University and then she came to Miami to law school in 2002. She went to the University of Miami School of Law. She remembers being a child and people asking what do you want to be when you grow up? And for her, she always knew she wanted to be an Attorney and even her yearbook, it's written in there, “Oh Rochelle is going to win cases by dancing for the judge or something crazy.”So, it's interesting that even as a 16-year-old student, she was very clear. And so, she always had laser focus on her goals and she knew that was it, nothing could pretty much hit her off course and it wasn't anything that her family told her she had to do, it truly was something that was a deep desire in her heart. When she got to law school in her first semester though. Just to interject a little bit, she graduated a semester early and when she graduated from college, she worked at her aunt's law firm, she was a partner at the law firm. So, it was just like the perfect pairing. She went there bright eyed, bushy tailed and so there was something about that energy in that big law firm setting that was very off putting to her. She would wear very colorful clothes and she was extremely up beat and very happy going to work in the day but the whole environment was just

65 MIN2019 MAY 21
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075: The Importance of Having a Culture of Happiness with Rochelle Gapere

074: How To Achieve Fiercely Loyal Customers with Sandy Rogers

Sandy Rogers is one of the most prolific minds on the topic of customer and employee loyalty. He will change the very way your organization views the topic and will help orient your company towards winning loyal customers and employees for life. Sandy Rogers is a leader of FranklinCovey’s Loyalty Practice, a FranklinCovey offering which helps organizations increase customer and employee loyalty. He was previously the senior vice president at Enterprise Rent-A-Car and during his 14 years there, Sandy managed the turnaround of the London, England, operation and led the teams that developed Enterprise’s marketing and fleet-services strategies, the advertising campaign “Pick Enterprise. We’ll Pick You Up,”and the system for measuring and improving customer service across all branches. Before Enterprise, he worked in marketing at Apple and brand management at P&G. He has a bachelor's degree from Duke and an M.B.A. from Harvard Business School. Questions Tell us a little bit about yourself and your journey? Could you tell us a little bit about this loyal to practice? What does it entail? If a company wanted to take on this venture in their organization, what are some of the things that would have to happen? I want you to talk to us about why it's so important to have a healthy internal customer service culture. Could you share with us, you've been in the customer experience realm for quite a bit of time, how do you feel about customer experience on a global level and where do you see it 5 or 10 years from today? What are some important considerations person who operates in the online space should consider to improve on their customer experience, especially seeing that they're lacking that human element? Could you share maybeone online resource tool, website or app that you couldn't absolutely live without in your business? Could you share with us some books that have had the biggest impact on you? What’s one thing that’s going on in your life right now that you’re really excited about – either something that you’re working on to develop yourself or people? Could you tell our listeners where they can find you online? What’s one quote or saying that during times of adversity or challenge in your life, you tend to revert to that quote or saying to help you to refocus? Highlights Sandy shared that he spent most of his career with Enterprise Rent-A-Car and he joined the company and one of his first challenges was to figure out how to help grow the business faster, in the position of leading marketing and they figured the best way to do that was to provide an experience that would get everybody to tell your friends about Enterprise, so they would come back and help the business grow. And they had no measure of customer service, they thought they were pretty good, across the 3000 branches, they had back then, but they had no metric and so they early on measured it, figured out that they're good overall, but there was huge variation across the chain. And over the next 10 years he and his team, the whole group in Enterprise figured out how to dramatically improve customer service and as a result of what they did, Fred Reichheld at Bain wrote up a book and introduced this whole idea of the Net Promoter Score. And so, at Enterprise he had a lot of different jobs, but when he retired about 10 years ago, Franklin Covey, he got in touch with him about launching a loyalty practice under their umbrella to help other companies build a culture like they had at Enterprise that was really focused on delighting customers to help the business grow faster. Sandy shared that they do two things. They first help organizations measure the loyalty of their customers today and learn specifically not only what they need to do to improve, but equally important, who on their team needs to improve. They have a real passion for the importance of people in taking an ordinary experience and making it extraordinary. So, you got to know who on your team is ter

31 MIN2019 APR 25
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074: How To Achieve Fiercely Loyal Customers with Sandy Rogers

Latest Episodes

083: Cheddah....Connecting Consumers with Brands with Allen T. Lamb

Allen T. Lamb believes he is fortunate to have developed a unique skill set and a differentiated perspective to-date within his role spanning media, tech, entertainment and sports as an operating executive, a growth-stage strategic investor, an M&A investment banker, a business intelligence researcher, and a multiple time-digital entrepreneur. Allen has been a two-time entrepreneur, conceptualizing and launching two digital media platforms focused on enhancing engagement value for consumers and brands. His latest growth concept is Cheddah, a marketing intelligence and digital loyalty platform that delivers location-aware, cash-based incentives to users in exchange for responses to quick surveys from brands. Allen earned an MBA from the MIT Sloan School of Management, where he concentrated in Entrepreneurship & Innovation as well as a Master's degree in Computer Science and a Bachelor's degree in Mechanical Engineering from Cornell University. Questions Could you share a little bit about your background and your journey? You have a lot of background in terms of your technology background, entrepreneurship, innovation and computer science as well as mechanical engineering. Just tell us a little bit about how you got to where you are today. Before you even explain what Cheddah is, could you tell us what maybe drove you to choose to create a name as Cheddah, could maybe link the name to what the actual item or product is supposed to deliver to the consumer? This particular platform, the feedback that you're generating can be utilized in any industry. It doesn't have to be only to food or the food service industry. Correct. It could be for your bank, it could be for your airline, it could be for your local hardware store? Where do you see customer experience going in another 5 to 10 years based on what you've experienced in the first 20 years of the 21st century? Because we really have gone through a lot between 2000 and 2019. Could you share with us how do you stay motivated every day? Could you share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you share also with us maybe one or two books that have had the biggest impact on you? Could you share with us maybe one thing that's going on in your life right now that you are working on that you are really excited about - either something that you are working on to develop yourself or something that you are working on to develop your people? Can you share with our listeners where they can find you online? Highlights Allen shared that he appreciated the mention of just how a diverse background and a trail that he has had till now. He had the fortune of studying engineering and computer science while in school and while he thought he would have become a full fledged engineer at one point in his life, in fact, he never stepped into the tech world; he ended up going into the financial services sector and remained there for quite some time. But fortunately, despite doing that, he was able to feed his hunger for entrepreneurship and really tapping into the origins of tech, data in particular that he had academically by starting a couple of businesses. He also, just by nature of the various sectors he was involved in, which included media, entertainment and sports. As he was an investment banker and a private equity professional, he was able to again, engage the consumer almost from a psychological standpoint as well as from just sheer movements around the world in their day to day lives. So, he has been quite fortunate in that, having an interest academically, along the way having started a couple of businesses and also being in financial services and engaging the narrative of consumer, he has been able to enjoy that core focus of his. Allen stated that Cheddah interestingly is slang for cash money, in many, many circles. And in thinking about the consumer and what was missing in the consumer realm as i

24 MINJAN 14
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083: Cheddah....Connecting Consumers with Brands with Allen T. Lamb

082: Brand Alignment from the Inside Out with Christopher Wallace

Christopher Wallace is the Co-Founder and President of InnerView, which is a marketing consulting firm that helps companies effectively transfer their brand strategy to their customer-facing employees and partners. Chris builds upon previous success as an entrepreneur in the sales consulting and coaching space, as well as his more than 15 years of sales, marketing and corporate leadership. Chris’ primary professional focus is to help companies better align the strategies of the board room with the daily execution at the front lines. Beyond his work with clients, Chris is able to apply his passions as a teacher and author. He has taught as an adjunct MBA professor at Temple’s Fox School of Business and has been published in outlets such as Harvard Business Review and Chief Marketer and is a contributor to publications including Inc.com and Forbes.com. Chris received a B.A. in Public Relations from Syracuse University’s Newhouse School and his MBA from Temple University. He lives in Villanova, PA with his family. Questions Could you share with us how you ended up in this particular field? Marketing and brand recognition and brand consulting. What are some of the key indicators are facets that business owner would need to consider in order to pretty much pioneer, hold or navigate how the shaping of their brand is going to be perceived by others. What is brand dilution? Could you explain to us why is it that you believe that many companies fall into the dilution and are they disillusioned or are they diluted in thinking that there's a communication breakdown or is it that a team members who are actually serving the customers are not clear on what it is that they're supposed to be delivering? Could you give us one or two metrics that organizations could look at even if they're a small business with just say two or three people employed to them versus an organization with two or 300 people and employed to them? Could you share with us how you stay motivated every day as a marketer, as an entrepreneur, as a teacher? Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us what books have had the biggest impact on you? We have a lot of listeners who are business owners and managers who feel they have great products and services, but they lack the constantly motivated human capital. If you were sitting across the table from that person, what's the one piece of advice that you would give them to have a successful business? What's the one thing that's going on in your life right now that you're really excited about - either something that you are working on to develop yourself or your people? Where can our listeners find you online? What's one quote or saying that during times of adversity or challenge, they like to kind of revert to this quote or saying it kind of helps them to refocus to re-strategize and just remember what they're working towards. Do you have one of those? Highlights Christopher shared that just like anybody's story, it's a long and winding path, but he’s a salesperson by DNA, not by career, by DNA. It sort of runs in the family and after a career in sales or having a career in sales with a number of big, recognizable brands, he found himself at a crossroads and had the opportunity to essentially work with one of the companies that he had been employed by for a number of years and sort of flipped over into a contract and consulting role. And was sort of an overnight entrepreneur, an accidental entrepreneur as he likes to call it. But what he was asked to do was to take some new products and new services that the company he used to work for was launching to their frontline teams, launching into the market, bringing to market to their customers and really help get their frontline sales teams, their customer service representatives, in a number of different teams really up to speed on what these things were. But

26 MIN2019 DEC 24
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082: Brand Alignment from the Inside Out with Christopher Wallace

081: Building Stronger Connections....Making Price Irrelevant with John DiJulius

If you have ever wondered how there are so many brands that customers can’t live without? And if you’ve ever wondered how it’s possible to make price irrelevant? John DiJulius will show you how to do both. He is the authority on World-Class customer experience. He is an international consultant, keynote speaker, and bet-selling author of five customer service books. His newest book, The Relationship Economy – Building Stronger Customer Connections in The Digital Age (Greenleaf Books October 2019) could not be timelier in the world we are living in. John has worked with companies such as The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestlé, Marriott Hotels, PwC, Celebrity Cruises, Anytime Fitness, Progressive Insurance, Harley-Davidson, Chick-fil-A, and so many more. John isn’t just talking about it, he lives it, as a very successful entrepreneur. He is the founder of three businesses: The DiJulius Group, an international customer service consulting firm, John Robert’s Spa, a chain of upscale salons in Northeast Ohio which has repeatedly been named one of the top 20 salons in America, and Believe in Dreams, a non profit that helps make dreams come true for deserving children. John will demonstrate how you can make customer service your single biggest competitive advantage, become the brand customers cannot live without and make price irrelevant! Questions Your newest book, The Relationship Economy, focusing on building stronger connections. With so much things happening digitally, how are we really going to be able to tap into that connectivity with our clients? Could maybe just tell us two things that have really stood out to you over the years that really makes that connection human, that you don't feel like you're another transaction or just another button that's being pressed to have something completed. You touched on empathy and compassion; how do you teach someone empathy? Share with us maybe three actionable takeaways that our business owners and listeners of this podcast could take away from the book or even just your years of experience in the different businesses that you have formulated and been successful in that if they went ahead and employed those three tactics tomorrow, they would start to see some results. You've done a lot of research; you've written a lot of customer experience books. I want us to talk a little bit about the future. We are now at 20 years into the 21st century. So, next year we're going into 2020, where do you see customer service in another five years? What’s one thing that’s going on in your life right now that you’re really excited about – either something you’re working on to develop yourself or your people? Where can our listeners find you online? During times of adversity or challenge, is there a quote or saying that you like to draw on that kind of helps to keep you refocus or gets you back centered to be on that journey to accomplish your goal? Highlights John stated that he doesn’t think we have a choice, there's a seismic shift happening in the world today. And for all the benefits and conveniences technology has brought us, it's come at a significant cost and that cost is human relationships, human interactions, which is so vital to customer loyalty, employee satisfaction, and just overall happiness. Today's illiterate are those who have an inability to make a meaningful connection with others. The pendulum has swung so far over to high tech, low touch that all of us are starving to be someone, a person with goals and pain points and all those things. And it's the companies that are creating the emotional connections that are reaping the rewards. Yanique stated - I'm glad you touched on emotional connections because I personally, all the research that we've done for customer service in our business, we found that customers have two needs and those two needs are their emotional needs and their intellectual needs. And so, emotions speak to their heart and how you make the

37 MIN2019 DEC 17
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081: Building Stronger Connections....Making Price Irrelevant with John DiJulius

080: Tenets of Quality Service Leadership with Sky Jarrett

Sky Jarrett is an executive coach and pioneer of 21st century leadership. She has a passion for unlocking human excellence and specializes in using researched-based and neuroscience techniques to support leaders in improving their effectives and thriving in the digital age. As a leadership and organization development consultant at one of the world’s largest consulting firms, Sky has 12+ years of specialized expertise in large-scale transformations helping organizations transform their culture, leaders, and performance from within. Sky is also a certified instructor, advocate, and change agent for mindfulness and has been instrumental in bring mindfulness to Fortune 500 companies. She is committed to growing the reach of mindfulness across industries and geographies as a way of expanding the human capacity to deal with the relentless and fast-paced challenges of life in the 21st century. Transcend, LLC is an organization aimed at supporting individuals, groups, and organizations in...

33 MIN2019 NOV 14
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080: Tenets of Quality Service Leadership with Sky Jarrett

079: Changes that Cause Disruption and Strategies to Overcome with Suman Sarkar

Suman Sarkar has more than 20 years of international consulting experience. He has a proven track record delivering innovative and strategic approaches to the supply chain and sourcing practices with outstanding results. As an author, he understands the power of creativity that will be unleashed if businesses can harness the talent they already have in-house. He's a partner with Three S Consulting and he holds a Bachelor’s in Mechanical Engineering from ITT Kharagpur, India and a Master's in Industrial Engineering from NITIE in Mumbai, India graduating at the top of his class from both schools. And he's also a holder of an MBA from UCLA in Strategy and Finance. The author of the very popular book, Customer-Driven Disruption: Five Strategies to Stay Ahead of the Curve. Questions Tell us a little bit about your background? Could you explain to us what do you mean by disruption? What is your definition of disruption and why do you make the analogy of it possibly being seen like a death sentence? In your book you spoke about generational shifts, are you able to give us some examples of how you think that has led to major changes in the market? Can you also share with us maybe some companies that you think are doing it right? Some of our listeners, if they're saying to themselves, what are some organizations that I could look at that I could benchmark maybe some of their best practices on principles that they're doing to stay ahead of what's happening and to ensure that they’re meeting their existing customer needs, but also trying to exceed those customer needs in the same process? Could you share with us what's one on online resource tool, website or app that you absolutely cannot live without in your business? Could you share maybe one or two books that have had the biggest impact on you? Could you share with us what’s one thing that’s going on in your life right now that you are really excited about – either something that you are working on to develop yourself or your people? Where can our listeners find you online? Is there one quote or saying that during times of adversity you will draw on this particular quote or saying and it helps you to refocus and just remind yourself of why you’re doing what you’re doing and where you’re going? Highlights Suman stated that he grew up in India and there, he came from a very small town and he thinks the only reason I came out from that small town is because he was always interested in figuring out what the root cause of anything and that led him to engineering school. His teachers always used to mention this to him that, “Suman was probably not the fastest kid in the class, but he actually figures out what's the root cause of anything. And so, he essentially comes up with solutions that are great.” Now, he has kept that trade throughout his life, it kind of drove many of his bosses crazy because he took his time to figure things out, but whatever solutions he came up and his customers loved it, his clients loved it. Many of the things he has done are still being practiced, companies still use it. And that's one of the reasons why he has had the opportunity to work with large number of successful companies. One of the things he has learned over the years as he’s been working with these companies is that they are not distinct to be successful or remain successful and the primary root cause of that comes from the fact that companies are not focused on customers, they are focused on investors, they are not doing things that will endear them with the customers. And now, since customers are more informed as you know because of internet and computers, smartphones, they're more informed and they're more likely to change companies than ever before and the lack of focus on customers is really what's driving disruption and failure of many large companies. And what we are seeing is the start of a tsunami, not the tsunami itself and this book is a plea for corporates and startups and everyb

26 MIN2019 OCT 30
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079: Changes that Cause Disruption and Strategies to Overcome with Suman Sarkar

078: Understanding the Metrics of Reviews with Josh Kelly

Josh Kelly is the Co-Founder of RevuKangaroo, the world’s leading reputation management system, an automated SAAS business that has helped generate countless reviews for businesses on places like Google, Yelp, Facebook and more as well as growing actual revenue for clients, sometimes in the tens of millions of dollars. Before devoting his work fulltime to RevuKangaroo, Josh had an extensive background in marketing, working at companies like Bonneville international, Parker and Sons, Dial (DMG) Inc and Clover Marketing. He helped his own family business, a local heating, cooling, and plumbing company in Phoenix, grow from $7 million in revenue to over $100 million in just over 14 years and he has been featured on stages with the Zig Zigler Foundation, Dave Yoho and EGIA as well as major platforms like CBS, Fox, and NBC. Questions Tell us a little bit about yourself and your journey? Could you share with us how you think customer experience is going to manifest an grow over the next 5 to 10 years versus where we’re coming from in the last 5 to 10 years. Could you share with us how do you stay motivated everyday? Can you share with us what isone online resource tool, website or app that you absolutely cannot live without in your business or even your personal life? What are some of the books that have had the biggest impact on you either in a professional capacity or a personal capacity? Could you share with us what’s one thing that’s going on in your life right now that you are really excited about – either something that you are working on to develop yourself or your people? Where can our listeners find you online? During times of adversity or challenge is there a quote or saying that you have that kind of helped you to refocus or just to get back on track so that you can feel energized towards what you’re working on? Highlights Josh shared that it's kind of a weird story, like everyone thinks he did this purposely, but he didn't. He kind of tripped into reputation management truth as he has tripped into most jobs and most businesses he has owned literally, it was a problem he had with his own business; with clients he was already working with. He works in what he would consider a grudge industry for the most part meaning like a plumber, no one wants to do business with a plumber, no one's excited to see a plumber, you only see a plumber when something's gone wrong and there's water all over your floor. And it's not a positive experience no matter what no matter how great a job you do, you could save the day but you're still walking into a bad experience and because of that it's really hard to get good reviews. No one's excited to do business with you, no one's happy that they did business with you ultimately. So, it was an issue he had, it was an issue a lot of clients he worked with had and he tried to buy it, a system, he tried to hire consultants, he tried to hire software and he couldn't find anything that actually worked. So, he went to a partner of his who was a good back then who runs a large team. And he (Josh) essentially explained the issue, what's going on, he literally locked a whole bunch of business owners he knew and good friends within a room and they started spit balling ideas what it could look like, what it should look like and been running ever since. Yanique shared, so, it's fair to say then that you ended up in this business because of a pain point that you were experiencing, and I mean I'm sure many of our listeners, this will connect with them. Generally speaking, people typically end up in an entrepreneurial position many times because of some pain or discomfort that they felt that they could definitely find a solution for and of course a solution for other people who were experiencing the same pain and discomfort. Josh agreed, literally, in their business like the plumbing HPC company is his first business. They were working their butts off to get reviews and to be positive and they have won

31 MIN2019 AUG 27
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078: Understanding the Metrics of Reviews with Josh Kelly

077: Humanizing the Digital Experience with Nick Mehta

Nick Mehta is CEO of Gainsight, the Customer Success company. He works with a team of nearly 700 people who together have created the customer success category that's currently taking over the SAAS business model worldwide. Nick has been named one of the Top SAAS CEO’s by the Software report three years in a row, one of the Top CEO’s of 2018 by Comparably, he was a finalist for EY’s Entrepreneur of the Year, and holds one of highest Glassdoor approval ratings for CEO’s. On top of all that, he was recently rated the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He also co-authored “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue,” the authoritative book on this field. He is passionate about family, football, philosophy, physics, fashion, feminism, SAAS customer success and people have told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try. Questions Tell us a little bit about yourself and your journey? Could you just explain a little bit more about what Gainsight can do for their company? And you can just use an example, maybe you pick an organization and tell us if they had that type of company, as a client of Gainsight, what would that add value for their company? How do you see customer experience evolving in the next 5 to 10 years versus where we're coming for from in the last 5 to 10 years? Could you share with us how do you stay motivated everyday? Can you tell us if there isone online resource tool, website or app that you absolutely can’t live without in your business? Could you share with us some of the books that have had the biggest impact on you? Could you share with us one thing that’s going on in your life right now that you are really excited about – either something that you are working on to develop yourself or people? Where can our listeners find you online? Do you have a quote or saying that you kind of revert to, to kind of help you to refocus and get back on that path to what you’re workings towards? Highlights Nick shared that he is very excited to be in this journey and be with here today. He has been working in business for a few decades, so definitely dates him a little bit. His journey into kind of customer success actually started way back in his childhood, because he does have a memory when he was a kid, he grew up in the East Coast of the U.S in Pittsburgh, Pennsylvania and his dad was an entrepreneur, but this is back in the days of selling big computers and software that was running on people's servers and all that. He remembers him saying that, if you ever go into business, one of the things you need to do, this was when he was little kid is make sure you're either the person building the product or the person selling the product because once you sold the customer then your job is over, you can move onto the next one. And those two, building and selling are kind of what a lot of companies really focused on for a long time. And in his early part of his career, he worked at a large traditional enterprise software company, a great company but at that time the company was very much focused on building and selling and so the idea of the customer experience and customer success, it was certainly something people would talk about in speeches and you'll say nice things about but if we fast forward into 2008 when he took his first CEO job where he was running a cloud SAAS company. A company called Live Office and he didn't know anything of the new cloud worlds, so he came in with that old playbook of building and selling and just really focusing on sales and kind of customer success, customer experience honestly was more of a necessary evil. Came into this company and ended up with the power of subscription, allows all to come or go anytime they want, every month or every year. He actually as a CEO, his whole schedule changes where he needs to spend the mo

29 MIN2019 AUG 20
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077: Humanizing the Digital Experience with Nick Mehta

076: Building Up The Potential in Your Team with Yanique Grant

Inthis episode Yanique Grant, I am speaking specifically about a topic that I think is relevant to helping leaders in an organization to help their team grow and develop. And it has to do with honing the skills and building the potential of your existing team members that you have working in your company. Now potential is someone's capacity to develop their skills with effort and coaching over time. And that's just the point, how can we know where effort and coaching will take someone over a period of time if you don't actually take the time to invest and identify if your investment in this individual will be successful?Now the first step in helping to develop or helping to grow someone to identify their true potential is you have to help them identify the best version of themself. And so, conversations with your employees, one on one conversations where you help them to identify where their strengths and their weaknesses are and what their values are. You can help them write this down, so they have it as a focal point, this is like the foundation of how they are going to move from one step to the next. Then you need to ask them questions, like, “Is there something that they've ever really, really wanted to do and achieve and accomplish?”Such as, you know, if they had a great passion to dance or they had a great passion to speak a second language or they had a great passion to play a particular sport. So, you have to ask these questions to identify what is really in their heart. The next thing is you have to ask them, is there any thing that they think is preventing them from reaching to that milestone?So, do they think they need to be a more assertive person, do they feel like they lack confidence? You have to ask them these questions and read their body language, get them to a place where they feel very comfortable sharing this information with you because it means now, they have to be very vulnerable to share this information. So that's the first step. You want to get them to really identify where they fall in terms of setting themselves up for success. Then after you get to that point, we have to now help them set goals. One of the things that we consistently promote or encourage persons who are in our workshops is the number one rule of a leader is to help people grow and develop. So, if the people grow and develop, then the organization would grow and develop because in every company, the organization is the people. It's not the tagline, it's not the logo, it's not the uniform, it's not the equipment, it's the people and without the people, the company cannot grow and develop.And so, you have to help them set goals. Setting goals is an important part of helping them to achieve success and not success in terms of your financial statement for the business, success in terms of what they view as success. Now, research shows that setting specific goals will help people to get what they want. So, you write it down, and this is where you're going to put in a step by step, strategy, day to day activities that you're going to employ to achieve the overarching goal so you write a list of everything you want to achieve, check over your list and seriously consider what you've written down is realistic. Because sometimes we're so bold and audacious, the goals are amazing and you should reach for the stars or even beyond the stars! I completely support that, but we have to think realistic at the same time. So, let's say the goal is to lose weight, for example. There's no way that you will lose 50 pounds in two weeks, it's just, I mean, maybe you could lose it, but it wouldn't be the healthy way and it wouldn't cause the weight to stay off. So, in setting the goals, you want to ensure that the goals are realistic. When you're setting the goals, you also want to affirmatively or positively affirm in your mind and on paper how you want the goal to be manifested, “I want to be less worried about my appearance.” “I want to be con

16 MIN2019 JUN 18
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076: Building Up The Potential in Your Team with Yanique Grant

075: The Importance of Having a Culture of Happiness with Rochelle Gapere

Rochelle Gapere is an Attorney, Happiness Coach and Entrepreneur, known for bringing her charismatic personality and share joy for living to every experience and individual that she encounters. She has mastered the art of living life fully and passionately. The release of her first book, One Happy Thought at a Time: 30 Days to a Happier Youcements her lifelong practice of adding more happiness to this world by empowering others with the tools and techniques that help them lead happier, more fulfilling lives. Rochelle believes in living a life that is engaging at every level and utilizes practical techniques to teach audiences her unique approach to living a happy life. Questions Tell us a little bit about yourself and your journey? What are some of the maybe three top things that you would share? Would a business owner and entrepreneur, whether in an online space or in a space where they actually have an environment where customers come in and interface with their employees as to how it is that they can use some of these disappointments to propel or pivot their business to the next level? How do you stay motivated every day? How do we get our business owners to the point where they're a little bit more understanding to the fact that it's not just about the profits because the profits have to come from within first in terms of developing the people and if you profit with developing the people's minds and the goals that themselves want to achieve on an emotional, financial, physical level, then it will manifest into financial for the business in the long term. Could you share maybeone online resource tool, website or app that you couldn't absolutely live without in your business? Could you share with us maybe one or two books that I've had the biggest impact on you? Could you share with us one thing that’s going on in your life right now that you’re really excited about – either something that you’re working on to develop yourself or people? What’s one quote or saying that during times of adversity, you draw on this quote or saying to kind of rejuvenate or to just get back on track? Highlights Rochelle stated that she would say she has always been a very happy person, as a child she wasvery free spirited, very optimistic and that followed her throughout her life to this point. She practiced law and she’s still practicing law, actually next Wednesday will make it 14 years since she graduated from law school. So, time definitely has flown and so her entire life she has always wanted to be an attorney. She went to school in Jamaica, she went to St. Andrew Prep. School and then she went to Campion College and she left Campion College and went to Nashville for Undergrad, Tennessee State University and then she came to Miami to law school in 2002. She went to the University of Miami School of Law. She remembers being a child and people asking what do you want to be when you grow up? And for her, she always knew she wanted to be an Attorney and even her yearbook, it's written in there, “Oh Rochelle is going to win cases by dancing for the judge or something crazy.”So, it's interesting that even as a 16-year-old student, she was very clear. And so, she always had laser focus on her goals and she knew that was it, nothing could pretty much hit her off course and it wasn't anything that her family told her she had to do, it truly was something that was a deep desire in her heart. When she got to law school in her first semester though. Just to interject a little bit, she graduated a semester early and when she graduated from college, she worked at her aunt's law firm, she was a partner at the law firm. So, it was just like the perfect pairing. She went there bright eyed, bushy tailed and so there was something about that energy in that big law firm setting that was very off putting to her. She would wear very colorful clothes and she was extremely up beat and very happy going to work in the day but the whole environment was just

65 MIN2019 MAY 21
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075: The Importance of Having a Culture of Happiness with Rochelle Gapere

074: How To Achieve Fiercely Loyal Customers with Sandy Rogers

Sandy Rogers is one of the most prolific minds on the topic of customer and employee loyalty. He will change the very way your organization views the topic and will help orient your company towards winning loyal customers and employees for life. Sandy Rogers is a leader of FranklinCovey’s Loyalty Practice, a FranklinCovey offering which helps organizations increase customer and employee loyalty. He was previously the senior vice president at Enterprise Rent-A-Car and during his 14 years there, Sandy managed the turnaround of the London, England, operation and led the teams that developed Enterprise’s marketing and fleet-services strategies, the advertising campaign “Pick Enterprise. We’ll Pick You Up,”and the system for measuring and improving customer service across all branches. Before Enterprise, he worked in marketing at Apple and brand management at P&G. He has a bachelor's degree from Duke and an M.B.A. from Harvard Business School. Questions Tell us a little bit about yourself and your journey? Could you tell us a little bit about this loyal to practice? What does it entail? If a company wanted to take on this venture in their organization, what are some of the things that would have to happen? I want you to talk to us about why it's so important to have a healthy internal customer service culture. Could you share with us, you've been in the customer experience realm for quite a bit of time, how do you feel about customer experience on a global level and where do you see it 5 or 10 years from today? What are some important considerations person who operates in the online space should consider to improve on their customer experience, especially seeing that they're lacking that human element? Could you share maybeone online resource tool, website or app that you couldn't absolutely live without in your business? Could you share with us some books that have had the biggest impact on you? What’s one thing that’s going on in your life right now that you’re really excited about – either something that you’re working on to develop yourself or people? Could you tell our listeners where they can find you online? What’s one quote or saying that during times of adversity or challenge in your life, you tend to revert to that quote or saying to help you to refocus? Highlights Sandy shared that he spent most of his career with Enterprise Rent-A-Car and he joined the company and one of his first challenges was to figure out how to help grow the business faster, in the position of leading marketing and they figured the best way to do that was to provide an experience that would get everybody to tell your friends about Enterprise, so they would come back and help the business grow. And they had no measure of customer service, they thought they were pretty good, across the 3000 branches, they had back then, but they had no metric and so they early on measured it, figured out that they're good overall, but there was huge variation across the chain. And over the next 10 years he and his team, the whole group in Enterprise figured out how to dramatically improve customer service and as a result of what they did, Fred Reichheld at Bain wrote up a book and introduced this whole idea of the Net Promoter Score. And so, at Enterprise he had a lot of different jobs, but when he retired about 10 years ago, Franklin Covey, he got in touch with him about launching a loyalty practice under their umbrella to help other companies build a culture like they had at Enterprise that was really focused on delighting customers to help the business grow faster. Sandy shared that they do two things. They first help organizations measure the loyalty of their customers today and learn specifically not only what they need to do to improve, but equally important, who on their team needs to improve. They have a real passion for the importance of people in taking an ordinary experience and making it extraordinary. So, you got to know who on your team is ter

31 MIN2019 APR 25
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074: How To Achieve Fiercely Loyal Customers with Sandy Rogers
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