Episodi
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Leo Prada from #MeetLeosContacts is on the show! Today is a special interview as Leo has announced the end of his unique program. Over the last year Leo has invited people he is connected with on LinkedIn to send him a video of themselves. He then shares that video to his over 20.000 followers. I wanted to grab Leo this week to reflect on the last year and share some of his highlights with me.
Some of the points we spoke about:
Where did you get the idea?
Do you remember who sent you the first video?
Was the whole exercise worth it for you?
Any moments which stand out for you?
Thank you Leo for being such a great guy. Sharing is caring and that is a motto which very much applies to Leo.
Leo Links:
https://www.linkedin.com/pulse/goodbye-now-leo-prada
https://meetleoscontacts.ar/#about
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ABOUT DIGITAL.DONE.RIGHT.
Is an education and consulting platform with a mission to get companies and organisations comfortable engaging with the online world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
More about me: **https://digital-done-right.com/LinkInBio**
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Cristin Cornell Tarr is a professor of branding, marketing, and customer experience at the University of Denver.
I wanted to learn more about how branding plays a role in #CX or customer experience, particularly online experiences.
I come away with lots to think about and to work on. I hope you enjoy this episode.
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Check out the links below! Also, let me know what you think of this podcast.
Cristin's Links:
University of Denver https://www.du.edu
Website https://www.bscgroup.biz
IDE - NGO seeds and planting example https://www.ideglobal.org/
Cone Study https://conecomm.com/2017-csr-study/
Scetec https://scatec.com/
Customer Experience Course Provider: https://www.omnitouchinternational.com
A couple of follow up notes:
Clarification on the Mozembique story - IDE and Scetec were discussing opportunities to work together after the introduction- not sure what actually transpired after our initial contact
A proposal at DU for a customer experience course in the Spring is under review at this time but not on the course schedule yet.
ABOUT DIGITAL.DONE.RIGHT.
Was founded at the beginning of the pandemic when I went online looking for small businesses. I found nothing. Today it is an education and consulting platform with a mission to get companies and organisations comfortable engaging with the online world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
More about me: **https://digital-done-right.com/LinkInBio**
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Episodi mancanti?
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Nigel and I worked together for over 15 years. We had big corporate jobs which took us around the world a few times. A bit embarrassing looking back on it but, well, those were the times.
Today Nigel, like me, has downsized his organization focussing on local but also small businesses as well as startups. We talk about his web design and social management services he offers.
⚜️ What are some of the challenges these businesses have?
⚜️ Why a website is important for a small business?
⚜️ How does he market his business today?
Basically, I wanted to talk with another startup owner to learn a few things and that was my honest motivation for asking him on the podcast.
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Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast.
Nigel’s Links
Website: https://hampshirewebdesign.net
Facebook: https://www.facebook.com/hampshirewebdesign
Instagram: https://www.instagram.com/hampshirewebdesign/
LinkedIn: https://www.linkedin.com/company/hampshire-web-design/
ABOUT DIGITAL.DONE.RIGHT.
Was founded at the beginning of the pandemic when I went online looking for small businesses. I found nothing. Today it is an education and consulting platform with a mission to get companies and organisations comfortable engaging with the online world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
More about me: **https://digital-done-right.com/LinkInBio**
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I met Will on Twitter when I began learning about Notion.We talk about Notion in this podcast and Descript & Click-Up as applications which let you be more productive. Will is all about improving productivity as well as making music.
We talk about:
How an app like Descript can make you a podcaster and easy!
How productivity apps can give you peace of mind
His experience making templates and learning SEO
If money were not a question which career would he choose?
Check it out!
👇👇Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback is what keeps me going!
Guest linksWebsite: https://willhelliwell.com
Website: https://notiondad.com
YouTube: https://www.youtube.com/c/WillHelliwell/videos
LinkedIn: https://www.linkedin.com/in/willhelliwell/
Soundcloud: https://soundcloud.com/willhelliwell
Library: https://soundcloud.com/willhelliwell/the-library
About Digital.Done.Right.It is an education and consulting platform on a mission to get companies and organisations comfortable engaging with the online world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
More about me:
https://digital-done-right.com/LinkInBio**
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I had interviewed Stephen last September so, why again? I wanted to deliver a customer testimonial; personally. I wanted to close a loop which began when I met him in his offices for that first interview.
Rodeo Labs makes custom bikes, the gravel type. Oh, and no motors! I have come to love to watch their customers around the world showing how they put their Donkeys to work; some competitive but more just adventurous. Check out their Instagram account if you want a taste.
This time I ask Stephen how the last 9 months have been. Building bikes which depend on a global supply chain has been very challenging. I was curious how things have changed. How was his trip to Armenia and what plans he has there for 2023. What has he learned over the last year?
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Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback is what keeps me going!
Rodeo Labs LinksWebsite: https://www.rodeo-labs.com
Instagram: https://www.instagram.com/rodeolabs/
Magritte’s Dream Bike: https://www.instagram.com/p/Ce1-9OdrmP2/?utm_source=ig_web_copy_link
Ascend Armenia: https://www.ascendarmenia.com
⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️It is an education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
https://digital-done-right.com/what-i-do
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What experiences have you made with your insurance company? Perhaps you have never needed to contact them and that’s great. But when that time comes, how will they handle your case? Ruth Fisk brings more than three decades of experience in the insurance industry to her role as the VP, Insurance Strategy at Smart Communications.
Our conversation starts with a recent experience she made herself. Not to give away the punchline, Her reaction and next actions even surprised her! I came away from this interview having learned many new ideas of interacting with today’s customers. While she is in the deep end with insurance her examples can be carried over to almost any other industry. Examples like:
How can you increase the numbers of “touch points” with your customers?
How a inteligent form processing can save you money AND improve the experiences of your customers AND employees?
👇 Links & More👇Check out the link below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback keeps me going!
https://digital-done-right.com/new-normal-podcast-1/2022/6/3/ruth-fisk-smart-communications-hyper-personalized-experiences
Ruth Fisk brings more than three decades of experience in the insurance industry to her role as the VP, Insurance Strategy at Smart Communications. Having worked 14+ years as a manager at a P&C Carrier and then 18+ years working within the global insurance industry using technology and services to meet the business needs of insurers.
Ruth Fisk has visited, worked with, and served as a C-Level consultant for leading insurers in more than 90 countries. Ruth’s global perspective is complemented with first-hand knowledge of insurance operations, including more than 30 years using technology & services to successfully help them to significantly reduce operating expenses, increase efficiency, impacting their bottom line.
Smart Communications LinksWebsite: https://www.smartcommunications.com
LinkedIn: https://www.linkedin.com/company/smart-communications./
Study: 2022 Hyper-Personalization in Insurance Claims Study
⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
https://digital-done-right.com/what-i-do
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Social media and public service. Wow. This sounds like an exciting episode, I know. But hang on! This really gets into the meat and potatoes of making social media work for you!
Russel Lolacher has been in social media from the beginning also in his role of director of web and social media services for the BC ministry of transportation and infrastructure. In 2021 his team was put into a challenging position as the entire province of British Columbia was and they rose to the challenge.
Russel shares real experiences and tactics of how they put social media to work for them and the broader public.
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Check out the link below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback keeps me going!
https://digital-done-right.com/new-normal-podcast-1/2022/russellolacher
Questions asked:
#1 How did you get your hijacked Instagram account back?
#2 “Social has become a critical communication tool and is a part of our public infrastructure. this work is important!”
Explain what happened and more so, how has the role of social in public service changed in your last 10 years?
#3 We spoke in 2013 about companies needing to humanize and get into social service.
How does that transferring to public social service?
#4 “Building Trust Through Social Media” is the title of your session at the 2022 Government Social Media Conference in Dallas, TX.
tell me what your talking about
how does a govt org build trust?
is this any different from any other company trying to build trust?
#5 Lets talk about content marketing in the public service arena.
What is content marketing?
What is the importance of generating content?
⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️
It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
https://digital-done-right.com/what-i-do
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Libraries. What do they mean to you? Me, it’s been a while and when I need a change of scenery it is usually a coffee shop. I spent a week in March 2022 working from a library in Florida. Yeah, sun was shining and I still went almost every day to get work done. I recorded 3 podcasts while there as well.
Today, I spoke with Sabrina Bernat, Executive Director of Winter Park Library. The timing couldn’t have been better. Winter Park is an Orlando suburb and opened a new library in December 2021 and what a doozy it is. Star architect designed it and together with its Civic Center it is an architectual beauty set next to a lake and park right near Park Avenue, the strip, of Winter Park.
I ask a patron (Michael) of the library at the top of the podcast why he (23 year old college senior) went recently to the library and his is the story the library can tell every day. Providing information and the tools to do what you cannot do yourself. What is civic service it and its importance to the community is hard to measure.
Thank you to Sabrina and team for welcoming me into the library and allowing me to experience what every patron or member can as well.
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Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback keeps me going!
Questions asked:
#1 How has the role of libraries changed in 2022? And why “digital”?
#2 What are some of the highlights of this new building?
#3 What are some of the digital services Winter Park Library offers its members?
#4 Why is it important that libraries offer these services?
#5 Who does the library want to reach with these offerings where they are not today?
Winter Park Library Links
Website: https://www.winterparklibrary.org/nextchapter
Twitter https://twitter.com/LibraryWP
Instagram https://www.instagram.com/winterparklibrary/
YouTube https://www.youtube.com/user/WinterParkLibrary
Podcast Links
🎧 https://digital-done-right.com/Apple
🎧 https://digital-done-right.com/Spotify
🎧 https://digital-done-right.com/Google
⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️
It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
https://digital-done-right.com/what-i-do
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ICYMI - Interview from October 2020
Adrian Swinscoe is a punk; a real punk. He has his two feet on the ground but doesn’t shy away from telling others what it is whether from the stage, through his books or in conversation and workshops; “pull your damn socks up!”. This is what makes Adrian engaging, his knowledge, his grounded outlook but also his passion for improving service and customer experiences. He calls himself a Service and Experience Anthropologist. Wish I had thought of that.
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Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback is what keeps me going!
Adrian is an author of 3 books, continuously writes blogs and for Forbes, speaks publicly and runs workshops designed to improved the design of customer experiences. Yeah, similar motivation as I have. That’s why it is so interesting to speak with him.
While this interview is 18 months old when releasing it, it has aged well. We spoke after the initial wave of the global disruption and were hoping some things might return to normal sooner, well that part is not quite correct.
In this interview we talk about:
EQ vs IQ
Can empathy be trained?
Reacting to the pandemic, how companies had faired
Transitioning to a remote work force
Thank you Adrian for this interview!
Adrian’s Links
Website: https://www.adrianswinscoe.com
Latest book Punk XL: https://www.amazon.co.uk/dp/B09MC7G1VH/
LinkedIn: https://www.linkedin.com/in/adrianswinscoe/
The customer is the channel, right?https://www.forbes.com/sites/adrianswinscoe/2020/06/17/now-is-the-time-for-a-conversational-approach-to-customer-experience/#1273af72628e
Podcast Links🎧 https://digital-done-right.com/Apple
🎧 https://digital-done-right.com/Spotify
🎧 https://digital-done-right.com/Google
⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
https://digital-done-right.com/what-i-do
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What do you do when you have amassed over 20,000 connections on LinkedIn? That is exactly what Leo Prada was thinking when he began his #MeetLeosContacts program. Leo now offers his status to any of his connections to let them pitch themselves to the broader community.
Leo has not always been this generous. He was forced a hard pivot in his career and it has paid off! But that is not the only thing we talk about during this New Normal interview. We also cover:
What it was like in 2020 being separated from his family for 7 months when the world shut down?
What tools does Leo use at Solvd to communicate with his teams across the globe?
What is behind his MEET LEOS CONTACTS?
Do you want to superpower your LinkedIn presence? Then you need to listen to his #1 LinkedIn tip!
👇 Leo’s Links 👇Follow Leo on LinkedIn: https://www.linkedin.com/in/leandroprada/
Leo’s #MeetLeosContacts https://www.linkedin.com/pulse/meetleoscontacts-must-have-every-household-leo-prada/
⚜️ About Digital.Done.Right. ⚜️It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
https://digital-done-right.com/what-i-do
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I spoke with Maarten Copini European Practice Lead running the Customer Experience practice at NTT.
We talk about the state of Employees and how many are just burned out and how the new “leaders” who have adapted their ways to consumers during the pandemic will be leading the way when this ends.
He has vast experience working within organizations to make change while also seeing the Challenges those changes face. Often leading to “let’s cut some corners” thinking to just please the boss.
We also talk about what the past 2 years of change mean going forward.
Will this be the New Normal?
Will we go back to many of our previous ways?
Impact of the pandemic on CX and EX
Gap between (boardroom) strategy and day-to-day reality for customers and employees
How digitisation (automation, AI, etc.) can and should improve the lives of employees and customers
Thank you Maarten for this interview!
Maarten’s LinksLinks to recent NTT reports:
2021 Global Workplace Report | NTT
Crossing the CX divide | NTT (global.ntt) (Global CX Benchmarking Report)
Maarten’s Articles:
https://www.linkedin.com/pulse/cx-perspective-building-digital-ecosystem-insurers-maarten-copini/
https://www.linkedin.com/posts/maartencopini_pandemic-cx-ex-activity-6892056950641606656-cQuW
Maarten’s LinkedIn: https://www.linkedin.com/in/maartencopini/
My LinksNewsletter & more: https://digital-done-right.com/glad-youre-here
🙌🏻 🙌🏻 What is Digital.Done.Right. 🙌🏻 🙌🏻It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
https://digital-done-right.com/what-i-do
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Why can Starbucks sell a $7 cup of coffee?
Why did you binge Netflix knowing you had classes in the morning?
Why are you so dedicated to that fitness trainer?
We, as humans, react to stimuli. We react to things we see but also might not. The field of behavioural psychology is full of concepts which are applied to influence our daily decisions.
My guest today is Jen Clinehens of Choice Hacking.
In this episode we talk about what principle got her on to her exercise bike this week. How bias plays a role when doing user research. Tips for a podcaster on how to grow the subscribers and get them to interact.
If you want a free chapter of her book just go to choicehacking.com/book to get it.
Questions
💡 #1 Explain to the listeners what Choice Hacking is? And why a listener might want to connect with choice Hacking?
💡 #2 What percentage of your week is spent creating content?
💡 #3 Why do people love vending machines?
💡 #4 How to make sure your customer experience is designed for what people do (not what they say they'll do)
💡 #5 What behavioural psychology tips would you have for a podcaster?
💡 #6 What does 'innovation' mean to Jen?
Guests Links
Choice Hacking Website https://www.choicehacking.com/
Choice Hacking Podcast https://open.spotify.com/show/3MkPkziKGWkij63tgjTGfe?si=fd123d7a722d4597 (also everywhere else)
Grow Like The Greatest YouTube https://www.youtube.com/c/GrowLiketheGreatest
Why do people love vending machines? https://youtu.be/3EzMaMNdr3A?t=1490
About Digital.Done.Right.
It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
https://digital-done-right.com/what-i-do
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I interviewed Amber in July 2020. Today it is the end of January 2022. If you listen to the episode you will hear me at the end say I want to get this show out quickly, faster than normal.
ICYMI as I am finally releasing what was a really wonderful conversation I had now after all this time. We were earlyish into the pandemic, getting adjusted to a more stay-at-home lifestyle. Some things have changed but the points we discussed have all aged well.
My guest today is Amber Naslund Enterprise Sales Leader at LinkedIn.
In this interview we talk about:
A now 11 year old book she wrote with Jay Baer and the social telephone and how CX on social is doing.
Then I have Amber talk to me about Imposter Syndrome
Then we pivot to LinkedIn and talk about what people get wrong on LinkedIn and what lesson they should take away from the podcast.
Follow her on LinkedIn for interesting insights on all things LinkedIn.
Guests Links
Imposter Syndrome
https://www.linkedin.com/pulse/imposter-syndrome-paradox-knowledge-amber-naslund/
"Booked more speaking gigs in 2020 than I did all of last year"
https://twitter.com/AmberCadabra/status/1214594394147430401
About Digital.Done.Right.
It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:
✅ Attract today’s digital consumer
✅ Design more engaging digital experiences
✅ Drive growth, conversion, and sales across the customer/user journey
Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.
https://digital-done-right.com/what-i-do
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This is an admission, an admission of failure. I have many podcast interviews sitting on my hard drive for many months which I have not published. I've not even finished processing them.
I feel bad that I have done that. I took people's time and didn't deliver.
I am making a promise in the next weeks to get everyone of them published. That is my promise and I am making it public.
Next content from me will be fun, interesting and always exploring the designing of excellent experiences. Thank you for being here.
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Executive Producer | Communicate Your Why Podcast Network
I connected with Ben over LinkedIn in 2019 as I was giving away PUNK CX by Adrian Swinscoe and Ben had won a copy. As I mention in more detail during the interview I never really checked out what he did. That is until this summer. As Executive Producer for the Communicate Your Why Podcast Network I had to learn more. And I went down the proverbial rabbit hole of his website and publications.
Ben, like me, believe in the ‘why’ in people. Also early adopters of Simon Sinek’s (Start With Why) but Ben has taken it much further. He helps people to find their why and then to share that to others. His podcast network has professional podcasters from differing backgrounds working with clients to write their story, tell their why, and generate content for publications or sharing on social media. Truly a podcast network.
One concept he has is “give me 4 hours or your time and I will give you a years worth of social media content”. Anyone who is into content generation will know you spend more than 4 hours a year! The idea for that he gleaned from Gary Vaynerchuck podcast which I also think I had heard. Ben has taken that into his business and made it a success.
If anyone here is interested in getting your podcasting game into shape, follow the link below to his free “30-day to launch podcast checklist”.
Really fun talking with him and I am sure to circle around again soon to go deeper on some of the topics.
Enjoy!
Guests LinksWebsite https://communicateyourwhy.com
Launch a podcast https://communicateyourwhy.com/30-day-launch/
Social links https://www.linkedin.com/in/yourbrandmarketing/
My LinksMy most recent blogpost at https://www.andrewfmaher.com
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I got a chance to speak with Howard Tiersky. Howard is CEO and Founder of FROM. FROM, The Digital Transformation Agency and we talked about Digital Transformation, Innovation and why these buzz words matter but also don't really matter.
Howard has been working with many really big name industries and has helped them make the changes necessary to adjust or rebuild their business to stay relevant. He has published a book "Winning Digital Customers: The Antidote to Irrelevance" which is a Wall Street Journal Bestseller. When the opportunity to speak with Howard came across my desk I was like "yeah! of course I would".
One takeaway from the conversation was the fact that many perhaps most businesses are behind the curve on addressing their customers digital needs and that those who have a vision for transformation need to not hold back. If you are working in a business or consulting a business and have certain insights into what is working less than optimal then speak up!
I hope you enjoy this podcast. I know I certainly did.
Guests LinksWebsite https://www.from.digital
Howard's Podcast https://podcasts.apple.com/us/podcast/winning-digital-customers/id1535975495
My LinksMy most recent blogpost at https://digital-done-right.com/newnormalblog
Spotify Linkhttps://open.spotify.com/episode/3WUVumpkK0RIRKBUnQ5m9f?si=399e32cbac75497b
Apple Podcasthttps://podcasts.apple.com/de/podcast/new-normal-designing-great-experiences/id599434958?l=en&i=1000527225434
LinkedIn Posthttps://www.linkedin.com/posts/andrewfmaher_newnormalpodcast-innovation-cxstrategy-activity-6815650938762604544-ibDd
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This time I traveled to Brooklyn, NY to meet a bike shop owner. Yeah, a guy selling bikes in NYC. This conversation is one I am really excited about as Chris Nolte sold me my current e-bike. Yes, all the way from NYC to Germany he sold me my bike. Well, not that he gets any commission for it, still he sold it to me.
Chris uses video and YouTube to tell the story of e-bikes, what they are, who they are for and why you should consider getting "back" on a bike. While our backgrounds with bikes are very different, our mission is similar - get people outdoors, enjoying the environment they are in and along with the people they are with.
You'll hear it in the interview, but Chris made a series of videos in 2020 on the latest e-bikes which were. hitting the market. 2020 was getting tougher to get to bike shops and "look around". Chris covered the bike I own now in such a competent manner and with such a likable style that by the time I went to my local shop I knew everything about but the bike and only needed the test ride.
I "got to know" Chris via his YouTube videos and reached out to him for this interview. Of course he said "sure, let's do this".
So, here is that interview from September in an office in the Naval Yards of Brooklyn, NYC. Enjoy!
More about Propel Bikes
Website https://propelbikes.com
YouTube https://youtu.be/eK5wrCR2uK8
Instagram https://www.instagram.com/propelbikes/
More about Andrew
Website https://digital-done-right.com
Blog https://digital-done-right.com/newnormalblog
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I got to talk with Daniel Saffioti, Deputy Chief Information and Digital Officer, Western Sydney University and Nick Smith, GM of APAC, Smart Communications, on how they took the traditional application processes online and not only that, made them Smarter!
We talked about the challenges WSU had especially during Covid and how they applied SmartIQ to streamline their processes while improving the student's experience. Right up my alley for sure. Taking the traditional way of doing business and making it digital-first!
Daniel even brings in the Simpson's along to way to make it very clear what the challenge was and how they addressed it. Hope you enjoy this episode.
Links to Daniel's posts
https://www.linkedin.com/posts/smart-communications._smartiq-western-sydney-university-activity-6800593854564179968-x9s3
https://www.illawarramercury.com.au/story/4400580/wollongong-man-builds-radio-network-to-get-nbn-access/
More information on Smart Communication
https://smartcommunications.com
More about Andrew
My most recent blogpost at https://www.andrewfmaher.com
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Colorado Tour 3/3
(sorry, first bit of audio is not my best)
Introducing Stephen
This interview took some time and some prep. I was pointed to Stephen at Rodeo Adventure Labs by a previous interview guest back in April. This is part of my ‚thing‘. I ask my guests to suggest another person I might ask for an interview. It is never a guarantee but I am batting 1000 so far. Dave who suggested this interview knew my interest in bikes and all and felt I should branch out of my comfort zone; ergo Rodeo Labs.
Dave told me to check out their Instagram account to catch up on what they are up to and i did. Oh boy, that shook me. Yeah, right I am a biker who rides to my guest for interviews and that might be somewhat unique but when I saw these guys and gals on the Rodeo IG I felt really small. Ok, maybe some of you might think „come on Andrew what intimidates you?“ and you’d be right. I saw Rodeo ‚donkeys‘ being ridden up crazy mountains in far flung places, riding up glaciers (well that was my memory of it) and just riding like crazy their Rodeo Labs bikes. I felt a bit ‚uncomfortable‘ like what do I ask these folks? What do I an eBike riding podcaster have to ask and be relevant? Then I began my research.
Research for me is the most important phase of my podcast process. It is the point where all makes it or breaks it. If I am not prepped for the person I am interviewing I will be asking flat questions with little chance of followup or interest from the guest. This is the same most important phase in „user experience design“. Learning about the person in question, the user attempting to make a booking through an app or someone looking for reviews on a particular site. If you don’t really understand what motivates your ‚user‘ you will miss the point, miss the objective or in my case blow an interview.
What I found when looking into Rodeo and Stephen was a company and a movement active since 2014 and much of this was happening on Instagram. The posts there were numerous (over 4000) and many were reposts from their ‚users‘ or better bike owners. I began to see there was a thing going on here. I dove into many of the posts to see ‚how deep‘ the conversation went and soon saw that there was genuine interest in the Rodeo movement and the reason many of us throw a leg over the saddle and ride into the distance.
So in July I took the chance and wrote a very impersonal email using their ‚contact us‘ form. Gosh I felt this is so not the way to connect and ask for someone’s time but what else did I have? Two hours later Stephen responded with „love the idea“ and even commented on my second patent I had earned. So he went to my LinkedIn and saw my recent post on exactly that! OK, we are now on 2nd base for sure. A few main exchanges later we had a date, the 13th of September at Rodeo Adventure Labs HQ in Denver Colorado.
I won‘t detail the interview as that is available on all usual podcast sites but I wanted to share this point: don’t doubt yourself. Stephen mentioned that he had recently challenged a few others to come on to his podcast to discuss an important point and he was a bit unnerved. To that Stephen, do the due diligence and find out a few things on your guests as you already know the main subject at hand. Read some of their writings and the comments which might follow. There are great insights to be found. Just like in my prep for today. Three months it took but it was worth it.
Don’t doubt yourself. Do the work. Payoff will then follow.
But then he knows that as he climbs the uncharted mountain roads in Armenia. Yeah, that is where is he, right now!
Ride on and ride safe.
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This podcast is about designing digital experiences
Colorado Tour 2/3Introducing Dave Skiba
Today I get to talk with an old colleague and friend and great supporter of my innovation and leisure life and was instrumental to my 2 US patents during a previous time we worked together. David Skiba is a true innovator and as you know if you have listened to this podcast I always ask my guests about innovation and what this means to them. Dave holds over 100 US patents and has more in line. For over 10 years he has been busy learning, experimenting and innovating in the digital communication space. He and I were early acolytes in social media and introducing this to businesses.
Today Dave is Head of Product at Koopid. Koopid is a digital communication and automation company and in full disclosure, I do work with them from time to time, so apologize any bias. As I learned from another interview guest a few weeks back, James Brown at Smart Communications, that innovation or transformation is iterative, always moving forward. That is where this conversation goes and we will certainly come back together at some point and see how wrong or right we were.
Updates / News
This is another interview I conducted on my Colorado tour in September 2021. As a biker/podcaster I do commit to a challenge of biking to my guests, sometimes causing my ability of producing a quality podcast due to the challenges of biking, weather and others. My first interview with Ajay was during new heat records being recorded in Boulder Colorado and my relatively short ride to him and back had me totally cooked. It was Uber Eats for me as I was not moving any more after that day. Here I am only a few days later on another bike at 10000 feet with little oxygen and tired legs still wanting to talk to people. Why do I do it?
Through my recent conversations I am beginning to stretch out where my interests in learning what people are doing with digital. During my conversation with Ajay and digital signage we talked about the importance of non-verbal communication and the role it has in creating positive experiences. This has me wondering, where is the relationship between communications and experiences and where does digital play a role.
Questions
#1 After my interview with Ajay recently where we talked about the nonverbal communication also in the digital space, what is the relationship between communications and experiences and where does digital play a role?
#2 Innovation during lockdown. digital times change the way innovating works?
#3 Back in early 2018 I interviewed you and you spoke about the "singular focus" you have at Koopid, has it remained that way?
#4 You and I had a standing Innovation call most weeks for more than 8 years. Let’s talk innovation now. We are both working in the digital experience or communication space. We have worked in Organisations wanting to make great leaps and bounds. In my interview with James Brown from XXX he talked about innovation being iterative. Should we be focused on smaller iterative steps along the progress line or are there any larger leaps to be expected?
#5 What does 'innovation' mean to you?
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