Episodios

  • Welcome to the What's Next! podcast with Tiffani Bova.

    This week, I have a great conversation with Maria Konnikova. Maria graduated from Harvard, earned her Ph.D. in psychology from Columbia. She’s written two New York Times bestsellers: The Confidence Game and Mastermind: How to Think Like Sherlock Holmes. While she had zero poker experience before her first trip to Las Vegas in the fall of 2016, she has now won multiple tournaments, including the PCA National Championship, and finished second at an Asian Pacific Tour, Macau event. Her third book The Biggest Bluff explores how to play high stakes poker is due out in 2019.

    THIS EPISODE IS PERFECT FOR… those looking to be confident when facing change.

    TODAY’S MAIN MESSAGE…

    You might think that it’s all about luck when it comes to being successful in life, but Maria differs. The old adage that luck is opportunity and preparedness meeting sounds great in theory but is only applied to positive aspects of people’s lives.

    Luck just happens. It’s not personal. It’s not about a linear career path that led you to a moment of success. In fact, successful people often come from the outside. They have a true advantage because their mind is more flexible; they are not hemmed in by convention to behave in a certain way. They are free from preconceptions.

    IF YOU’RE A BUSINESS LEADER…

    Be willing to make good decisions right now and being willing to change later. Many leaders don’t want to change once they've already invested significant resources into a project, but change will always come.

    IF YOU’RE A STUDENT (OR PARENT OF A STUDENT)…

    Maria encourages you to read fiction and poetry. Get curious about the world, beyond your current interests and skill-sets. Consider what you’ll learn from taking the “outsider” courses that make you more curious.

    WHAT I LOVE MOST… the marriage of psychology, game theory and poker that uncovers insights to be a better leader and change agent. Being an outsider may come with challenges, but having a fresh perspective on the established set of wisdom may be the key to unlocking the unmet potential in yourself and your company.

    Get uncomfortable - seriously, it makes you (and your business) better.

    Running time: 40:55

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    This week, I have a great conversation with Steve Blank, a career entrepreneur and academic. Steve is a Silicon Valley entrepreneur in eight startups over two decades with four IPOs, and currently, he is an academic teaching at Stanford, Berkeley, Columbia, and NYU. Steve is also the author of The Four Steps to the Epiphany, which is credited with launching the Lean Startup Movement and the best-selling book The Startup Owner's Manual. Steve has been named to Thinkers50 top management thinkers, and recognized by the Harvard Business Review as one of 12 Masters of Innovation. He is also a senior fellow for Entrepreneurship at Columbia University.

    THIS EPISODE IS PERFECT FOR… startups or those who want to be more innovative.

    TODAY’S MAIN MESSAGE…

    Steve begins our conversation by reminding us what a startup truly is: a temporary organization designed to search for and find a repeatable and scalable business model or repeatable and scalable sales model.

    Many times, startups are pressured to act like big companies, and established companies are encouraged to think like a startup. But the two are very different and deserve to be treated as such. Those caught between those two is what Steve calls “the frozen middle.”

    IF YOU WANT TO BE MORE AGILE IN YOUR COMPANY…

    Step back and start by determining if you are an entrepreneur or an innovator. An innovator is the idea person who needs help with the physical work or with the business process. Whereas an entrepreneur is someone who knows how to make things happen. Steve opines that it is rare to have both skills.

    IF YOU’RE AN ENTREPRENEUR…

    Get comfortable with chaos and uncertainty. You have to be tenacious and resilient. Steve declares that if you’re an entrepreneur who is succeeding, you’re beating all the odds.

    WHAT I LOVE MOST… Steve’s insight around the frozen middle got me thinking about different mental models, business models, and metrics, and how complacency can leave you stranded in a no man’s land of little-differentiated value.

    Running time: 41:10

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  • Welcome to the What's Next! Podcast with Tiffani Bova.

    This week, I feature Steven Dennis on the show. Steve is the president of SageBerry Consulting, a strategic advisory firm focused on innovation and growth strategy for retail, luxury, and social impact brands. Prior to SageBerry, Steve was SVP, Strategy and Multi-channel Marketing, for the Neiman Marcus Group and earlier in his career, he held senior leadership positions with Sears including Chief Strategy Officer and VP of Multi-channel Integration.

    THIS EPISODE IS PERFECT FOR… sellers, retailers, and e-commerce marketers.

    TODAY’S MAIN MESSAGE…

    It’s true - some retailers are getting left behind, which means there is no shortage of store closings. Yet, even with the volume of closures, some retailers are actually growing and opening new retail storefronts. Why is that? Those that are thriving are becoming much more experiential, customer focused and have a clear, differentiated value proposition.

    If you want to make sure you are not left behind, ask yourself if you are fundamentally customer-centric and if you truly understand how your customers’ behaviors are changing. You’d have to be living under a rock to not realize that there has to be innovation for retail across the board. Today, technology is “a must-have, not a nice-to-have.”

    You must look at your customer beyond their demographic descriptions or other generic data points. Assess how and where your customers are influenced. Go beyond the single transaction to build relationships and create a lifelong customer. Notice how the customer buys and shops, and view those interactions separately.

    WHAT I LOVE MOST… We finally have the truth behind the adage, “retail is dead!” It’s not - mostly. As much as people want to believe this blanket-statement, it’s just not true. Yes, the digital download market has disrupted a few key players, but the markets that have focused on customer data and experiential shopping are going strong.

    Running time: 36:10

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  • Double-Clicking on Diversity and Inclusion

    Welcome to the What's Next! podcast with Tiffani Bova.

    This week, I feature Dr. Tony Byers on the podcast. He is best known for leading Global Diversity and Inclusion (D&I) at Starbucks where was responsible for developing and leading the strategic direction for D&I to drive engagement, innovation, and business growth. He's an accomplished inclusion and change management specialist with 20 years of demonstrated experience leading change in large, multinational organizations.

    THIS EPISODE IS PERFECT FOR… people looking for more information on the power of diversity and inclusion to drive growth in business.

    TODAY’S MAIN MESSAGE…

    Tony begins our conversation by defining diversity simply as who you are (looks, background, etc). Inclusion, however, is a behavior driving people to be involved, respected, valued, and connected. In short, diversity is a noun and inclusion is a verb. These definitions not only encompass everything I (and my past guests have said all along) but is succinct, simple, and spot-on.

    Tony’s research found that leaders do not see the full spectrum of diversity, which results in a lack of innovation. There’s a small chance — the innovation window — when organizations can positively affect their product growth. This window lives at the top of the S-Curve when a product has peaked. How companies uncover

    WHAT I LOVE MOST… is the distinction between “D” and “d.” Finding diversity goes beyond gender, race, ethnicity, age and other factors we cannot control. However, what we can control is our thinking styles and the ways in which we behave when working with people who are different in some way. I will continue to think about D&I as an all-encompassing term and will continue to talk about how D&I can help companies be better at growth, product development, and innovation.

    Running time: 32:53

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    Dr. Linda Hill is my latest guest on the podcast. She is the Wallace Brett Dohm Professor of Business Administration at the Harvard Business School and the chair of the Leadership Initiative. She’s is regarded as one of the top experts on leadership, is the co-author of Collective Genius: The Art and Practice of Leading Innovation and Being the Boss. Dr. Hill is also the co-founder of Paradox Strategies and the co-creator of the Innovation Quotient. She was named by Thinkers50 as one of the top 10 management thinkers in the world in 2013 and received the Thinkers50 Innovation Award in 2015. Her TED Talk, How to Manage Our Collective Creativity, has gotten more than 2 million views.

    THIS EPISODE IS PERFECT FOR… leaders and aspiring innovators.

    TODAY’S MAIN MESSAGE…

    There is a misconception about leadership and leading innovation. Leadership is communicating a vision and inspiring others to fulfill that vision. Leading innovation is about creating an environment for people to be willing to go down that innovation path with you. The innovation path is paved with a greater purpose to do the hard, emotional, and intellectual work of innovating.

    According to Dr. Hill, here are the 3 things we know about innovation:

    1. Innovations are not the result of individuals having ‘aha’ moments but are a result of a diverse collaboration of people.

    2. You cannot plan an innovation; it’s a messy process of discovery riddled with error.

    3. Innovations are a combination of ideas.

    If you want to lead and inspire innovation, you must have a culture where people are willing to get their hands dirty but also feel like they are part of the process.

    WHAT I LOVE MOST… This episode is a crash course in how to be a leader and leading change when you are trying to drive innovation. Yes, leading change is different from leading innovation - it’s about creating an environment to let people co-create with you. Simply, let yourself breathe and give yourself and your team time to try things. Finally, I love Dr. Hill’s idea that innovation is a voluntary act…a bottom-up journey and not the other way around.

    Running time: 38:29

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    This week I speak with Adam Grant. Adam is the leading expert on finding motivation, meaning, living more generous and creative lives. He's been recognized as one of the world's 10 Most Influential Management Thinkers and Fortune's 40 under 40. He's the author of three New York Times bestsellers: Give and Take, Originals, and Option B. Adam now hosts WorkLife, a TED original podcast after his TED talk got more than 12 million views.

    THIS EPISODE IS PERFECT FOR… team members and team builders.

    TODAY’S MAIN MESSAGE…

    Adam’s research shows that interpersonal interactions that a difference in our success. At various points of our day humans operate in three realms: (1) a giver, or people who ask what can I do for you?, (2) a taker, someone who asks what can you do for me?, and (3) matchers, who follow the law of reciprocity. Yes, there are grey areas, but people usually fit in one of these categories.

    One would think that placing a group of givers on a team would guarantee a culture of givers, but that’s not the case. Yet, when you have a team of takers, more harm is done that good. Adam believes it’s more important to screen out takers, leaving a good mix of givers and matchers.

    Forming teams is more than finding similarities or matching “culture fit.” Forming teams is an important skill that finds differences, diversity of thought, and identifies the holes in current teams.

    WHAT I LOVE MOST… Adam’s work around being better teammates and better individuals in our home and work life is inspiring. He forces us to think if we are a giver, a taker, or a matcher. How are we adjusting each day to bring out best selves to our day? This is an important question to ponder and to try to implement in your life.

    Running time: 26:27

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    Michael Chavez is my latest guest on the podcast. Michael Chavez, CEO of Duke Corporate Education, part of Duke University, joined Duke in 2006 and held various leadership roles before becoming the CEO in 2016. Before Duke, Michael spent over five years as the founding member of a successful startup and was the Director and Senior Learning Consultant at Coca-Cola Company. Today, Michael's research focuses on how leaders can most effectively shape, institutionalize, and lead from a shared organizational purpose.

    THIS EPISODE IS PERFECT FOR… leaders, especially those in the middle of an organization, who want to reconnect with their own sense of purpose so they can inspire those around them to do the same.

    TODAY’S MAIN MESSAGE…

    Leadership and purpose are playing an even larger role than ever within a company looking to drive change. Because of this, a new kind of leader has emerged, the “center managers,’ meaning they are at the center of the organization, managing up and managing down at the same time. These center managers face a tremendous amount of tension from all over the organization that they have to navigate.

    Leaders are the storytellers of purpose and meaning. Purpose is what drives people to feel like they're part of something larger and more important than themselves. Michael believes, and I agree, that purpose is the stabilizing factor over initiatives or strategies which are disrupting the workforce faster than people can process the information.

    WHAT I LOVE MOST…

    Purpose galvanizes and motivates people to bring their best self every day. Leaders are the makers of meaning because they are the ones who inspire people to be more engaged, which leads to a much better workplace.

    Running time: 37:11

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    This week I speak with Frans Johannson, author, entrepreneur, and the CEO of The Medici Group. Frans has inspired readers worldwide with his ideas on leadership and success, innovation, and diversity. His debut book The Medici Effect has been called “one of the most insightful books on managing innovation.”

    THIS EPISODE IS PERFECT FOR… Anyone looking to find ways to stimulate innovation.

    TODAY’S MAIN MESSAGE…

    There are two main themes rising around the world today: Innovation and Diversity and Inclusion. That is not by accident. If you are able to combine concepts, perspectives, and people from different backgrounds, from different industries and fields, and from different cultures you can uncover new innovative ideas.

    Don’t get caught in the “we’ve always done it this way” trap or try to mimic another business model (the “Uber of X” or the AirBnB of Y”). Use your talents and ambition to try something new.

    Keep producing. Put out another product if the first one fails. Keep going.

    WHAT’S NEXT FOR DIVERSITY, INCLUSION, AND INNOVATION?

    Companies are starting to understand the value of diversity to their bottom line. It is no longer a ‘nice to have.’ Having an (internal) representation of your diverse customer base in your own organization is imperative if you want to understand the wants and needs of the customers you aspire to serve.

    WHAT I LOVE MOST… In order to innovate, you need the best people – period. You will need those people to work together, collaborate regardless of race, gender, religion or

    Running time: 37:22

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    This week, I have Liz Wiseman on the podcast. Liz is the author of New York Times bestseller Multipliers: How the Best Leaders Make Everyone Smarter, The Multiplier Effect: Tapping the Genius Inside Our Schools, and Wall Street Journal bestseller Rookie Smarts: Why Learning Beats Knowing in the New Game of Work. Liz is also the CEO of The Wiseman Group, a leadership research and development firm and in 2017 she was #35 on the Thinkers50 list.

    THIS EPISODE IS PERFECT FOR… anyone looking to improve their leadership skills and build better teams.

    TODAY’S MAIN MESSAGE…

    There are leaders who are “Diminishers,” while others are “Mulitpliers”. These ‘Diminishers’ tend to get less than half of people's intelligence or capability; whereas, these ‘Multipliers’ get all of it.

    But that’s not all, there are also “Accidental Diminishers” - these are really well-meaning people trying to be good bosses but yet having a diminishing effect on those around them.

    WHAT I LOVE MOST… Being aware of the kind of leader you are will help you improve the way you communicate, manage and inspire those around you to do their best work.

    A PIECE OF ADVICE FOR LEADERS…

    Allow diverse styles of thinking and personalities the space to thrive. Pay attention to who is quiet and who has an overpowering personality. Give those who need time to think, and process information the opportunity to speak as those who are quick on their feet. It’s the multiple styles of contributing and leading that creates a great team, innovative ideas, and a healthy work environment.

    Running time: 37:20

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    This week, I have Bill Macaitis on the podcast. Bill served as the go-to-market executive for three of the fastest growing SaaS companies: Slack, Zendesk, and Salesforce. He has achieved five exits and now he enjoys helping other companies achieve hyper-growth by leveraging his cumulative knowledge and helping build go-to-market playbooks and teams.

    THIS EPISODE IS PERFECT FOR… anyone who is looking to turbocharge business performance.

    TODAY’S MAIN MESSAGE… Customer experience plays a bigger role than you think in your company’s growth.

    You have to start with two key things: 1) Understand the top reasons your company is recommended 2) Then….understand why it isn’t.

    Your brand is the sum of every customer touch point, which means everyone, whether they are a salesperson, a customer service agent, a marketer, or in an entirely different group – everyone must have a clear understanding of the value they bring to a customer’s journey.

    Once everyone is moving forward in the same direction, then it’s a good time to discuss shared metrics and incentives.

    WHAT I LOVE MOST… It’s always helpful to put yourself in someone else’s shoes. If you are in marketing, go on sales calls. If you are in sales, see what goes into creating the next lead generation campaign. Regardless of where you work in the company, listen in on customer service calls. When the entire company works together toward a shared goal, it will become more effective and the brand will be stronger for it.

    A PIECE OF ADVICE FOR LEADERS… Raise the level of focus you have on connecting sales, marketing, and customer service. This is not a zero-sum game.

    Running time: 32:45

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    This week I speak with Alex Osterwalder. Alex is a speaker, the author of Business Model Generation, and is the co-founder of a software company. He is, according to his website, “Obsessed with making strategy innovation and entrepreneurship simple, practical, and applicable.”

    THIS EPISODE IS PERFECT FOR… anyone who is looking to design an organization focused on innovating for growth.

    TODAY’S MAIN MESSAGE…

    To understand the complexities of running a business, you can’t view the company through the lenses of antiquated spectacles. You need more than that — you need a team who can see how all of these puzzle pieces fit together to create unity. One company. One shared vision. Once you have those glasses adjusted, you can imagine ways to reinvent the business model without creating chaos across the company.

    If you do it right. Innovation goes further to improve the long-term health of a business more so than being efficient or sustaining what already works.

    Growth innovation, which either will make the old business model obsolete or will be a catalyst to creating additions to your existing business model. Growth innovation goes beyond one’s current industry classification.

    By creating a mini-Silicon Valley within, existing businesses can grow without being distracted. They can invest in and test one hundred ideas, hoping that a handful will succeed. They can manage two separate portfolios: one for the present and one for the future. They can be both lean and agile while steady and conservative.

    EXECS CAN IMPLEMENT THE BUSINESS MODEL CANVAS BY… using the right tools, having the willingness to question everything in your purview and look outside your industry for inspiration.

    WHAT I LOVE MOST…

    It is possible to take an existing business and add in a dash of the entrepreneurial spirit. It’s possible to think in a new direction and to focus on growth innovation. The opportunity for success is there, and it’s beyond analyzing your “vision.”

    Running time: 34:44

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    This week, I have Tendayi Viki on the podcast. He’s an academic, the co-designer of Pearson's Product Lifecycle, which won the Best Innovation Program 2015 at the corporate Entrepreneur Awards in New York, and is on the shortlist for the Thinkers 50 Innovation Award. He’s also a contributing writer for Forbes and is the author of The Corporate Startup: How Established Companies Can Create Successful Innovation Ecosystems.

    THIS EPISODE IS PERFECT FOR… bigger companies who want to act like a startup.

    TODAY’S MAIN MESSAGE… to act small, companies must first think about their innovation ambition.

    The first step is to create an innovation thesis and understand your minimum viable ecosystem – maybe that means conducting a small workshop instead of jumping straight into a 2-day event. Second, become clear about key trends. Ask, who do we want to innovate for? Then, run through problems and challenges that could make life easier for your customer. Throughout the process, always measure everything against this question: Is this aligned with our innovation thesis?

    As Tendayi says, “Figure out whether or not you have the right solution and then figure out whether or not you have the right business model.”

    WHAT I LOVE MOST… A reoccurring theme has swept over the podcast: embrace non-traditional diversity. Make sure the middle management, legal, and the MBAs are involved; build teams with diverse thinking styles; and get out of the ordinary environment to be creative.

    Diverse teams create creative tension and avoid internal silos – all good things.

    A PIECE OF ADVICE… create a business model canvas. This is an excellent strategy for visual learners (me!) to see what’s written down and think through the idea.

    What is the business model canvas? It's chart paper on the wall that walks you through customer segments and value proposition. Write one idea for each section on a post-it note and decide whether that idea is based on knowledge or an assumption.

    Put a big red X through every assumption you don't have evidence for. Then, build up lean startup techniques to turn your assumptions into knowledge.

    That’s how you act small but still keep the customer top of mind.

    Running time: 34:40

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  • Welcome to the What's Next! Podcast with Tiffani Bova.

    This week I interview Nir Eyal, author of Hooked: How to Build Habit-forming Products. Nir is an entrepreneur and has taught at Stanford School of Business.

    THIS EPISODE IS PERFECT FOR… companies who want to change consumer behavior.

    TODAY’S MAIN MESSAGE…

    Most of what you do throughout the day is because of a habit, the impulse to behave with little or no conscious thought. You choose Google as your search engine out of habit, don’t you? If you are a business owner, you want to make sure that your product is what consumers use because of a habit. When you understand how to create habits, you can generate a tremendous amount of economic and customer value and keep customers coming back.

    Of the four-steps that define a habit — trigger, action, reward, and investment — the investment phase is the most critical. It is in this phase where the company gets the user to do something that increases the likelihood of returning.

    How do you get repeat customers?

    It is no longer about traditional advertising. It is more about exposure. Exposure has to be a new and exciting user experience that understands the customers’ wants and needs.

    IF YOU WANT TO START UNDERSTANDING YOUR CUSTOMER’S PSYCHOLOGY… understand their emotional triggers.

    Every customer has a pain point usually associated with a negative emotion, like fear, loneliness, uncertainty, or boredom. Your product has to scratch that user itch and alleviate it through every successive interaction.

    WHAT I LOVE MOST…

    Hooked is such a masterful concept. It is all about getting the consumer to want more about what you have, and Nir does this so well.

    Running time: 29:38

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    This week’s awesome guest is Dan Pink, the author of six books, including When: The Scientific Secrets of Perfect Timing. Thinkers50 named Dan as one of the Top 15 Business Thinkers in the World, and his TED talk The Puzzle of Motivation is one of the 10 most-watched TED talks of all time.

    THIS EPISODE IS PERFECT FOR… anyone looking to improve their likelihood of success in both their personal and professional lives.

    TODAY’S MAIN MESSAGE… Did you know that a book about timing decisions didn’t exist until Dan Pink wrote it in early 2018? When you think about it, we make multiple “when” decisions in our life: When should I exercise during the day? When should I start a product? When should I quit a project? When should I quit my job?

    Dan’s diligent research into the foundation behind our “when” decisions led him to discover that people mostly disregard the question of when and instead focus on what and who and how.

    WHAT I LOVE MOST… Breaks are more important than you think.

    We need to start thinking about breaks as part of our performance not a deviation from performance. Dan’s research showed him that professionals are the ones who take breaks, and the amateurs are the ones who don’t.

    A break might look like a 10-minute walk outside, a nap, or a trip to your company’s meditation room. No matter what — your performance will improve.

    IF YOU WANT TO STEP UP YOUR GAME… Be more conscious of how the forces of time and timing are affecting how you behave.

    Running time: 37:44

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    This week’s guest is Roger Martin. Roger is the former Dean of the University of Toronto's Rotman School of Management, has been named “The Most Influential Business Thinker” by Thinkers50, and he advises CEOs worldwide. Roger is the author of ten books, including Creating Great Choices, a follow-up to his 2007 best-seller The Opposable Mind.

    THIS EPISODE IS PERFECT FOR… someone with a different style of thinking.

    TODAY’S MAIN MESSAGE… is the play between strategy and making choices.

    Roger’s unique perspective combines strategy and making choices. Roger believes the two ideas are interconnected because, simply put, you cannot make choices if you don’t have a strategy. And you can’t have a strategy without making choices.

    Roger opines that strategy is what you do, whereas choices put you in the position to behave. Just like every organization has a strategy, so does every person, and strategy comes with a choice.

    Roger believes that execution happens because of choices made somewhere in the hierarchy. Roger says the “gap between strategy and execution [is] the setting of the direction.” Past guests have said time and again that everything starts at the top— and Roger is no different.

    WHAT I LOVE MOST… integrative thinking. Creating solutions is about taking what’s not good enough and creating something better, rather than compromising.

    IF YOU WANT TO APPROACH THINGS DIFFERENTLY…. follow Gandhi. This may not be what you were expecting, but the adage “Be the change” could not be more appropriate. Don’t tell people what you’re going to do. You actually have to do it. Roger advises, “Don’t be a smarty pants.” I couldn’t agree more.

    Running time: 29:43

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    I’m honored to have Arianna Huffington as this week’s guest. Arianna is an author, mother, and businesswoman, most notably known as the co-founder and former Editor-in-Chief of The Huffington Post. Most recently, Arianna has written Thrive and The Sleep Revolution. But what you may not know about Arianna is that she has a Master's Degree in Economics from Cambridge and was a candidate for California governor. She's been named one of the Most Influential Women in Media and one of the Most Powerful Women in Business.

    THIS EPISODE IS PERFECT FOR… those hesitant about the future.

    TODAY’S MAIN MESSAGE… We’re at a very interesting time in history – one that is currently being shaped in new ways every day. The next 20 years won’t look anything like today. But of course, 20 years ago doesn’t look anything like today either.

    We cannot predict what the future holds, but as Arianna says, we’re at an inflection point. Careers are no longer linear. Passion and purpose have stronger meanings than ever before, and change is happening faster than humans can keep up.

    Arianna is concerned about our addiction to devices because data shows it makes us less empathetic. More and more people are ditching devices for real connection, which means putting phones away for dinners and seeing friends in person instead of over a video call. Arianna calls this “thrive mode.”

    WHAT I LOVE MOST… As I’ve gotten older, I’ve realized that giving back and reflecting on my life is more important than I ever thought. In a tech-consumed world, Arianna warns that we need balance. The interconnectedness we appear to have doesn’t hold weight compared to investing in relationships. Giving back and providing value is what gives us a full life.

    IF YOU WANT TO CHANGE YOUR BEHAVIOR… find your Thrive Tribe. Find the people who support you and want to see you grow but also know how important real relationships are. They’ll keep you accountable.

    Running time: 29:43

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    This week is special because I was able to capture a frank conversation with my friend and fellow Hawaiian, Guy Kawasaki. He’s the Chief Evangelist at Canva, a brand ambassador for Mercedes-Benz, and an Executive Fellow at the Haas School of Business. He is also the author of The Art of the Start, The Art of Social Media, Enchantment, and nine other books.

    THIS EPISODE IS PERFECT FOR… anyone who wants to up their social media game.

    TODAY’S MAIN MESSAGE… Even for an expert, there is still room to learn. Guy is dedicated to making a difference via social media every day by pushing the envelope and learning as he goes.

    In the world of social media, we both believe that you have to be thoughtful with your posts. The days of simply showing up are over. You can’t just tweet once and call it a day. Video has to be better. Graphics have to be better.

    Guy, however, takes a more aggressive approach. He’s comfortable posting about politics and difficult conversations that seemingly don’t relate to his brand. He’s less risk-averse and is willing to take chances on social media.

    I, on the other hand, will craft a Tweet and not hit send. I won’t Tweet something if the content doesn’t represent my “brand,” if the intention isn’t correct, or if it doesn’t add value. I am more cautious.

    There’s no right or wrong way to approach social, just choices. Guy believes social media is similar to life: error correction and experimentation.

    WHAT I LOVE MOST… Guy focuses on making a difference. He doesn’t look back – he pushes forward to keep learning, experimenting, and growing. This forward thinking is something we can all learn from.

    Running time: 36:26

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    My friend Shep Hyken is joining on the podcast this week. He’s a NY Times and WSJ bestselling author including, Moments of Magic, one of my favorites. He’s a customer service expert, and keynote speaker. He works with companies who want to build loyal relationships with their customers and employees by delivering fantastic customer experiences.

    THIS EPISODE IS PERFECT FOR… anyone in customer service and customer success organization and leaders who wake up every day focused on improving customer experience.

    TODAY’S MAIN MESSAGE…

    The only thing that's going to separate one company from the next is the experience that that customer has with a brand. It will no longer be about product and price –customer service and customer success will carry as much, if not more weight than price in purchase decisions. Customer-focused companies make sure everyone on the team knows their value to the customer, even if they work behind-the-scenes.

    Leaders have to define what the customer service experience is going to look like, and they have to live it: communicate it, train it, and serve as the role model. Make sure you hire people with a personality that matches the character of the company; you can train for everything else. Once you have the right people, make sure every member of your team is “service-aware,” which means understanding how your touch point matters to the customer.

    WHAT I LOVE MOST… Be more convenient. Be easier to do business with, and, no matter what, create a frictionless experience for your customers – that’s what they will remember.

    A PIECE OF ADVICE… Use Shep’s index card idea, an exercise he defines as the “the #1 culture changing tool.” Have your employees write down one example of when they created an exceptional experience for an internal or an external customer, and share those experiences with the team. This exercise makes everyone aware of great experiences, especially when they happen in the moment.

    Running time: 31:47

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  • Today’s guest is Peter Fader, professor of marketing at the Wharton School of Business at the University of Pennsylvania and the co-founder of Zodiak. His expertise centers on the analysis of behavioral data to understand and forecast customer shopping purchasing activities. His insights are reflected in his great book, Customer Centricity.

    The highlight of the conversation is Peter’s story of his disagreement with Wall Street’s findings on Dish Network’s company valuations.

    Peter and his team analyzed the company valuations using the public data Dish provided to investors. They came up with company valuations that were within 3-5% difference of the forecasts Wall Street was making.

    Next, as a fun academic exercise, his students created forecasts for the next 4 quarters using various statistical methods. Peter compared his students’ numbers to Dish’s quarterly numbers and noticed two things: (1) the students were within .5% of the number that Dish announced, and (2) the Wall Street analysts were off by about 10%.

    You can read Peter’s article, “How Wharton marketing students beat Wall Street analysts at their own game,” on his findings.

    In this episode:

    2:00 – Can marketing can be taught or is it learned?

    3:15 - What is the genesis of lifetime value and customer centricity?

    4:08 – What happens if companies focus on the customers, not products?

    5:38 - How do companies define, uncover, and identify the right customers?

    9:00 – Wharton creates a new term, “customer-based corporate valuation”

    12:45 – How to look beyond big, glitzy metrics

    15:27 – Peter’s disagreement with Wall Street analysts

    21:15 – Peter’s stock tip!

    25:49 – Getting below the surface of the numbers to find the story

    29:49 – The blend between data analytics and intuition

    31:10 – What’s Next! for customer lifetime value, customer centricity, and the analytics side of growing business?

    Running time: 33:43

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  • Welcome to the What's Next! podcast with Tiffani Bova.

    Today’s guest is Jim Harris, author of Blindsided: How to Spot the Next Breakthrough that Will Change Your Business Forever. Jim is a principal at Strategic Advantage and has 20 years of experience as a professional speaker and consultant. Jim speaks internationally at more than 40 conferences per year on essential topics such as creativity, innovation, customer relationships, strategic planning, and environmental leadership.

    THIS EPISODE IS PERFECT FOR… innovative thinkers.

    Innovation is coming here. Our professional lives are different than they were five years ago; our personal lives are drastically different they were ten years ago. How you approach change will determine your success.

    If you don’t want to be blindsided, pay attention to your systems and processes and keep the younger employees involved in strategy. Remember, diversity goes way beyond gender.

    Choose a team of bright people and create job opportunities. Innovation ultimately means that everything gets lighter, faster, and cheaper, and that’s ok.

    TODAY’S MAIN MESSAGE…

    Change happens and if you want to keep up — whether that’s with social media, viral videos, staying agile, going direct to consumer, etc. — you’re going to have to figure out a way to be current.

    Think about Tesla’s integrated solutions: they have energy solutions, power walls, and cars. It’s more than filling one need. It’s about finding innovative methods to solve multiple problems via one platform.

    WHAT I LOVE MOST…

    No matter how these conversations start, it comes back to being sure that we’re focusing on the right things. It’s not about thinking and talking; it’s about execution and putting your product in the hands of your customers.

    A PIECE OF ADVICE… create an ecosystem to bring your idea to fruition. People don’t work in a vacuum; it’s about the power of the whole, especially the employees.

    Running time: ­­­35:51

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