Episódios
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On this episode of the Customers First Podcast, I reconnect with Angie Robinson, Customers First Regular, dynamic leadership and life coach, as we delve into the critical importance of intentional leadership development. Angie's extensive background in human resources, coupled with her experience of over two decades in corporate settings, has equipped her with unique insights into nurturing impactful leaders. We explore how self-awareness is the cornerstone of effective leadership, encouraging leaders to embark on personal growth before they can inspire and manage their teams.
We start our conversation by examining why many leaders often neglect their development amid their team responsibilities. The multitude of roles a leader must juggle frequently pushes self-care and personal growth down the priority list. Angie emphasizes the need to reverse this trend, arguing that only when leaders prioritize their growth can they genuinely impact others.
Angie breaks down her framework into actionable steps, the first of which involves setting clear, personalized goals. She insists that effective goal-setting should align with individual aspirations rather than company objectives. By identifying what truly matters to them, leaders can cultivate a sense of ownership and engagement, making it easier to follow through on their intentions.
The conversation flows into practical tactics for creating action plans. Angie shares her methodology for cultivating clear, attainable steps while anticipating potential barriers—both external and internal. By visualizing success and detailing the attributes necessary to achieve it, leaders can create robust plans that address professional skills, mindset shifts, and support systems needed for advancement.
Lastly, we address the execution phase, affirming that planning is only possible with dedicated action. Angie underscores the importance of regularly revisiting goals and holding oneself accountable through structured check-ins. We discuss methods for tracking progress, celebrating achievements, and adjusting plans as necessary, encouraging leaders to maintain momentum despite life's challenges.
Timestamps:
7:53: Framework for Leadership Growth
10:34: Sharing Gaps and Seeking Support
15:08: Creating an Action Plan
18:52: Execution and Accountability
Angie's Contact Information:
LinkedIn: @angiekrobinson
Instagram: @angierobinsoncoaching
Website: https://www.angie-robinson.com
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customers First Podcast, I welcomed back Natalie Doyle Oldfield, founder of Success Through Trust and author of her newly released book, "Trusted: The Proven Path to Customer Loyalty and Business Growth." Natalie's expertise in trust-based relationships serves as a cornerstone for businesses aiming for customer satisfaction and deeper loyalty and growth. We dive into the journey that led her to write her second book and the significant findings derived from her research into the essence of customer trust.
Natalie shares her passion for understanding the motivations behind consumer behaviour and the crucial role trust plays in whether businesses succeed or falter. We delve into the eight principles outlined in "Trusted," starting with the necessity of deep listening imbued with empathy and compassion. It is about understanding and validating the other person's experiences and perspectives, which is vital in any professional engagement.
As we unpack the subsequent principles, Natalie emphasizes the importance of clear, honest, and transparent communication. Our conversation also touches on behaviours that can erode trust, including inconsistency and dishonesty, and how leaders can operationalize trust-building practices within their teams.
As our dialogue unfolds, it becomes clear that genuine trust is the path to customer loyalty. Natalie urges listeners to recognize that relationships are at the heart of every successful business transaction, emphasizing that when individuals feel trusted and valued, they are likely to reciprocate that loyalty. Throughout this episode, it's evident that trust is not just an abstract concept; it is a measurable and actionable factor that every business can aspire to enhance.
To fully grasp the depths of these principles and the practical insights shared, I encourage you to pick up a copy of Natalie's book, "Trusted." You'll find a wealth of information and actionable steps to implement immediately to foster trust in your organization.
Timestamps:
5:12: Principles of Trust Unveiled
12:29: Communicating with Clarity
25:45: Commitment to Long-Term Relationships
31:14: Best Practices for Long-Term Success
Natalie's Contact Information:
LinkedIn: @nataliedoyleoldfield
Website: https://www.successthroughtrust.com
Book Link: Trusted
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customers First Podcast, I enjoyed engaging with Vance Morris, a former Disney executive and founder/owner of Deliver Service Now. With an impressive background that includes a decade at Walt Disney World, where he played a pivotal role in the design and operation of Chef Mickey's, Vance brings a wealth of knowledge on customer experience and service excellence. We explored his transition from the corporate world to entrepreneurship, delving into his mission to help businesses implement Disney-inspired service models that delight customers and drive profitability.
Vance emphasized the crucial role of customer experience as the ultimate differentiator in today's competitive landscape. Drawing from personal anecdotes, he shared insights on how even mundane tasks can elevate the customer experience. For instance, Vance recounted his early days of delivering newspapers, highlighting how attention to detail rooted in customer preferences shaped his understanding of service excellence. At Disney, he learned that every detail contributes to the overall experience, setting the stage for his methodologies.
One of the highlights of our conversation was Vance's framework outlined in his book Systematic Magic, where he introduced the seven magic keys to "Disney-fy" businesses. Each key plays a vital role in crafting memorable customer interactions. An important takeaway was his view that details either enhance or detract from the experience. He urged listeners to conduct evaluations of their businesses to recognize the subtle elements that might influence customer perception.
Lastly, we explored the synergy between all these elements through Vance's equation for business success. He explained how combining employee experiences, quality customer experiences, quality business practices, and effective direct-response marketing leads to sustainable profits. This holistic approach challenges businesses to look beyond traditional metrics and aim for comprehensive customer and employee engagement.
Timestamps:
5:11: Seven Magic Keys to Disney-fy Businesses
12:41: The Importance of the Wow Component
18:02: Employee Magic and Customer Experience
Vance's Contact Information:
Website: https://go.deliverservicenow.com/
LinkedIn: @VanceMorris
Free Book: https://yes.deliverservicenow.com/deliver-service-now
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customer's First Podcast, I am thrilled to welcome back Amy Kehs, a brand strategist and communication expert dedicated to enhancing museums' experiences through effective public relations. With a rich history in the museum sector and a successful business, Kehs Communications, she has focused on empowering museums through a unique initiative called Love My Museum. In our engaging conversation, we explore various strategies museums & other businesses can implement to enhance customer experiences during the holiday season, making each visit memorable for families and individuals.
As we dive into the holiday season, Amy unveils a series of innovative ideas to maximize community engagement. We discuss the power of seasonal decorations and themed exhibits, which enliven a museum's atmosphere and create a sense of warmth and nostalgia among visitors. Kehs emphasizes how such initiatives can establish lasting community connections, turning a simple museum visit into a cherished family tradition. Furthermore, she illustrates how other businesses, such as restaurants and retail stores, have successfully adopted similar concepts to enhance customer loyalty.
Transitioning to actionable tips, we explore the importance of themed tours and interactive family activities that can bring a unique flair to any organization. By creating holiday-themed experiences, museums can invoke a sense of wonder and enjoyment for visitors of all ages. We highlight the value of crafting tailored experiences that resonate with your audience, urging museums to stay consistent with their brand messaging. Amy points out the potential pitfalls of marketing strategies that differentiate between various audience segments, emphasizing that a cohesive approach is essential for creating a seamless customer experience.
The dialogue also highlights the significance of gift shops or stores within museums. By transforming these spaces into holiday destinations, museums can create additional touchpoints for visitor engagement and offer curated products that reflect community and holiday spirit. Amy encourages museums to provide small tokens of appreciation that visitors can carry home, reinforcing their connection to the organization. These gestures enhance the customer experience and encourage repeat visits and long-term loyalty.
With all of these insights shared, I hope this episode inspires our listeners—whether they are part of a museum or any customer-centric business—to embrace new strategies for enhancing customer experiences and creating magic in their communities during the holiday season and beyond.
Timestamps:
3:50: Holiday Season Strategies for Customer Experience
9:50: Community Engagement Through Decor
13:24: Interactive Family Activities for the Holidays
27:37: Making Gift Shops a Holiday Destination
30:38: Creating Lasting Memories for Visitors
Amy's Contact Information:
Website: https://www.lovemymuseum.com
LinkedIn: @kehscommunication
Instagram: @lovemymuseum
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customers First Podcast, Tacey has the pleasure of speaking with David Roche, a seasoned professional coach and mentor specializing in aiding first-time CEOs. We delve into David's extensive career journey, which began with a diverse background in retail and eventually led him to establish Grey Area Coaching. He shares insights from his book, "Become a Successful First-Time CEO," a comprehensive guide that has quickly soared to become an Amazon number one bestseller, offering unique strategies and practical advice for aspiring leaders.
As we explore the nuanced landscape of transitioning into a CEO role, David points out the often-overlooked support systems that first-time CEOs require during such monumental shifts. He discusses the precarious balance of external expectations and internal team dynamics that can lead to new CEO failures if not managed carefully. With statistics indicating a staggering loss of market capital due to poorly managed transitions, David stresses the importance of fostering trustworthy relationships and mentoring networks to bridge the gap between selection and effective leadership, providing practical advice that can be applied in various leadership contexts.
We also unpack the critical factors that contribute to successful leadership, drawing parallels to the role of a conductor in an orchestra. David passionately illustrates how a CEO must nurture individual talents within their team and coordinate efforts to ensure that the collective performance exceeds the sum of its parts. His insights on leadership style and team dynamics resonate powerfully, reinforcing that great leaders do not just command; they inspire and cultivate a supportive environment for their teams to flourish. He encourages leaders to embrace the idea that seeking assistance is not a sign of weakness but rather a strategic step toward achieving sustained success.
Timestamps:
12:34: The Challenges of First-Time CEOs
14:58: Importance of Strong Leadership
18:23: Coaching and Mentoring in Leadership
David's Contact Information:
LinkedIn: @davidroche
Website: https://greyareacoaching.co.uk
Link to Book: Become a Successful First Time CEO
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customers First Podcast, Tacey welcomes back Eric Stone, the founder of ClearPath Ventures and author of "Jumpstart Your Workplace Culture. A Roadmap for Igniting High Performance." Eric delves deep into the essence of workplace culture and high performance, shedding light on the principles that can lead organizations toward success.The heart of the conversation focuses on defining company culture. Eric mentions that culture is essential "behaviours in action"—the alignment between stated values and actual organizational behaviours. This distinction is crucial as we explore how culture can significantly influence an organization's ability to execute its strategies effectively. Eric emphasizes that a company's culture can only be assessed by observing behaviours when leadership isn't present, highlighting the true character of an organization's environment.
We touch upon the importance of getting "in the trenches" with teams—a practice Eric advocates for to gain valuable insights that might otherwise go unnoticed. He lays out three key practices: listening, observing, and learning. This approach helps leaders connect with their teams and creates a feedback loop that strengthens the organization's culture. He stresses that the clarity of mission, vision, and core values must guide every decision made within an organization.
One of the standout discussions is around overcoming obstacles within workplace culture, where Eric introduces the idea of being a "distraction catcher." He explains that successful leaders must buffer their teams from unnecessary noise, enabling them to focus on achieving key initiatives.
Eric's wealth of knowledge and experience equips listeners with actionable strategies for cultivating vibrant workplace cultures. His insights reinforce the idea that a customer-centric culture is beneficial for clients and integral to internal success, urging leaders to create environments that inspire and empower their teams.
Timestamps:
3:40: Understanding Company Culture
8:49: The Role of Culture Carriers
12:18: Roadmap Summit Essentials
Eric's Contact Information:
Website: https://clearpathventures.com
LinkedIn: @eric-stone-clear-path
Book Link: Amazon Link to Book
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customers First Podcast, Tacey engages with Jaime Valle, an accomplished customer experience consultant with a robust finance and computer engineering background. Jaime shares his extensive career journey, highlighting his lifelong dedication to customer service across various industries, including finance and pharmaceuticals.
We delve into the challenges of customer feedback mechanisms, particularly the phenomenon of customer fatigue caused by overwhelming surveys. Jaime articulates how companies often inundate customers with requests for feedback, leading to abysmally low response rates—often hovering around 5%. He stresses the importance of strategic communication, emphasizing that a thoughtful approach can enhance engagement without exhausting customers.
Throughout our conversation, Jaime emphasizes the importance of clarity and precision in data collection. He shares practical tips to enhance the effectiveness of surveys, such as asking direct questions about transactional satisfaction rather than ambiguous brand-related inquiries. He also highlights the significance of incorporating a neutral option in surveys, ensuring customers can express their true feelings without being forced to take a side.
This episode offers rich insights into the art and science of customer experience, emphasizing the importance of thoughtful analysis, strategic communication, and the vital role of customer feedback in driving business success. Jaime's expertise and passion for customer-centricity shine throughout our discussion, making it a valuable listen for anyone looking to enhance their organization's approach to customer experience.
Timestamps:
6:14: Risks of Over-Surveying 11:36: Moments of Truth in Customer Journeys 14:56: Utilizing Data Without Surveys 26:11: Understanding Net Promoter Score Jaime's Contact Information: LinkedIn: https://www.linkedin.com/in/jaimevuk/ Email: [email protected]Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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This episode of the Customers First Podcast features an insightful conversation with Laura Richard, a principal at Level 5 Consulting. Her significant contributions to customer-centricity and leadership in consulting have been widely recognized. Laura articulates the importance of customer experience as a core driver of business success, highlighting her belief that genuine customer connection stems from deeply understanding their needs and expectations.
Laura introduces us to the concept of customer centricity and shares her insights on the seven dimensions that define this approach. She emphasizes the need for organizations to promise value to their customers and consistently deliver on that promise.
Laura discusses the continuous evolution of customer experience and shares her framework for improvement. This framework underscores the necessity of gathering voice-of-customer insights and fostering cross-functional collaboration.
We further delve into Laura's customer-centric maturity model, focusing first on the promise aspect and its three core dimensions:
Establishing a clear brand promise Having a fact-based understanding of customer behaviour Concentrating on meaningful moments in the customer journeyTransitioning to the performance side, Laura highlights four critical dimensions:
Maintaining consistent collaboration. Centering customer needs in decision-making processes. Measuring customer outcomes effectively. Committing to long-term investments in customer-centric initiatives.This episode is a rich resource for anyone interested in elevating their organization's customer experience through a strategic, consistent, and collaborative approach. It ultimately embraces the belief that magic happens when organizations prioritize customer centricity.
Laura's Contact Information:
LinkedIn: @laurakrichard
Take Level5’s customer centricity maturity survey: https://www.research.net/r/L5CxMaturity. This will provide you with a free personalized report.
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customers First Podcast, Tacey explores customer journeys with Shaun Whynacht, founder of Blue Cow Marketing. With over 12 years of experience simplifying businesses' marketing efforts through automation and customer journey optimization, Shaun brings a wealth of knowledge and strategies to the table. They explore how marketing automation helps companies enhance their customer experiences.
The conversation shifts towards understanding the importance of crafting seamless customer journeys. Shaun presents a compelling analogy of viewing the customer journey as a road trip, emphasizing the various paths customers may take, from first learning about a business to making a purchase. He stresses that businesses must plan the ideal customer experience and recognize that not every customer travels the same route. Shaun argues for the importance of accommodating various touchpoints and potential roadblocks, likening the process to creating a magical experience akin to a Disney theme park.
Shaun elaborates on the quintessential idea that a consistent customer journey drives customer retention and loyalty. He shares practical insights on how a mapped-out customer journey can help maintain quality across interactions and empower businesses to scale effectively.
As the discussion progresses, they delve into Shaun's seven-step strategy to elevate the customer experience. Each step—from knowing your customer to personalizing interactions and over-delivering on expectations—unfolds with real-world examples from Shaun's extensive career. He emphasizes the value of personalization in enhancing customer experiences and underscores the necessity of listening to customer feedback. This feedback loop is integral to refining the journey and ensuring businesses remain aligned with their customers' evolving needs.
This episode is packed with actionable insights and lively conversation. It aims to help businesses enhance their customer experiences and ensure that every interaction aligns with the values of customer-centric cultures.
Shaun's Contact Information:
Website: https://www.bluecowmarketing.ca/
LinkedIn: @shaunwhynacht
Instagram: @bluecowmarketing
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customer's First Podcast, we dive deep into the world of customer experience with the returning guest, Samantha Irwin, a renowned small business customer experience consultant and the founder of the Power of People Training Academy. Samantha brings her wealth of knowledge from years of experience in the hospitality industry and her passion for uplifting individuals to share insights that help businesses create magical customer experiences.
As we delve into the core of customer experience, Samantha emphasizes that the journey begins with the employees. She advocates for a mindset shift among leaders to prioritize and empower their teams, enhancing customer service. With a focus on always being in hiring mode, she shares invaluable strategies for attracting and retaining high-performing employees. This proactive approach ensures businesses are never in a rush to settle for hires that might not align with their company culture. Samantha elaborates on the attributes of A players, highlighting the need for initiative and drive as critical factors when selecting potential employees.
Moreover, we explore the connection between employee satisfaction and customer loyalty. Samantha passionately discusses how understanding each team member's qualities can streamline the hiring process and boost morale. She shares tools like creating a culture deck that helps leaders cultivate an environment where employees feel valued, leading to enhanced customer experiences. By reverse-engineering the hiring process and focusing on cultural fit, Samantha illustrates how businesses can build a robust team that embodies their values.
As the episode wraps up, Samantha encourages leaders to continuously evolve their understanding of staff motivations and customer experience strategies. Businesses can retain top talent and deliver extraordinary customer service that drives loyalty by promoting an ongoing dialogue within their teams and incorporating feedback and innovative training resources.
Samantha's Contact Information:Website: https://kaizen.zone
LinkedIn: @samanthairwin
Instagram: @samantha_kaizen
link for the Creating a Culture Deck (discount code CULTURE): https://kaizen.zone/creating-a-culture-deck/
Tacey's Contact Information:
All Social Media: @taceyatkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customers First Podcast, we're joined by Karen Evers, the founder of HumanSmarts, a transformative human resources consultancy focused on revitalizing HR for small businesses. After 25 years in corporate HR, Karen experienced burnout and recognized a gap in the market for authentic, people-centric HR solutions. Since launching HumanSmarts, she has partnered with startup founders and small business owners across the USA, helping them cultivate thriving workplace cultures.
Karen shares that HR can be more than just compliance and risk management. She doesn't just preach a human-centred approach to HR and employee experience; she equips entrepreneurs with the practical tools and strategies to implement it. She emphasizes creating a work environment where people feel valued, leading to improved business outcomes.
Throughout our conversation, we delve into how traditional HR practices have become dehumanized and discuss the psychological impact this has on employees. Karen highlights that the increasing focus on compliance has drawn individuals to HR who may prioritize rules over relationships, leading to the loss of the authentic human connection that should be at the heart of HR. By focusing on empathy and genuine understanding, organizations can foster a culture that retains and attracts top talent.
Karen provides compelling examples of how small organizations can transform employee experience to match their culture and values. We also discuss the vital connection between employee satisfaction and customer experience. Karen passionately advocates for treating employees as internal customers, as their happiness and engagement directly influence the service they provide to clients. By humanizing the workplace, businesses enhance employee experiences and position themselves as employers of choice in a competitive talent landscape.
This enlightening discussion with Karen is not just a call to action; it's a wake-up call for all business leaders. It's time to reassess your HR practices and embrace the power of human connection within your organizations. The future of your workplace culture and business outcomes depends on it.
Karen's Contact Information:
Website: HumanSmarts
LinkedIn: @klevers
Tacey's Contact Information:
All Social Media Platforms: @taceyatkinson
Email: [email protected]
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customer's First Podcast, host Tacey Atkinson welcomes Clint Rush, a multifaceted leader with an impressive background, including an award-winning executive, a decorated combat veteran, and a Lean Six Sigma Black Belt. We delve into Clint's journey, which began at the University of Wisconsin and then took a significant turn following the events of 9/11, which motivated him to join the Army. His military service paved the way for a diverse career in the private sector, including roles in operations, quality, business development, and more. Clint reflects on his transitions from military to civilian life and how each experience has shaped his approach to leadership.
Clint shares insights from his time managing a logistics company during the tumultuous period of the COVID-19 pandemic. He emphasizes that overcoming challenges in unprecedented times fosters innovation and provides a unique opportunity to place the customer at the center of business strategy. He acknowledges the complexities of leadership, particularly during crises, and expresses the importance of creating meaningful experiences that stand out in difficult times.
The conversation seamlessly shifts to foundational leadership qualities as Tacey and Clint explore what distinguishes a true leader from a mere people manager. Clint articulates that, at its core, leadership is about setting a clear destination and facilitating others' journeys to get there. He highlights the critical role of trust-building within organizations and asserts that vulnerability and transparency about one's shortcomings are vital to fostering a trustworthy environment.
Clint also candidly addresses why first-time leaders often struggle, attributing their challenges to fear and the pressure to perform perfectly. He encourages new leaders to embrace their fallibility and view setbacks as opportunities for growth, both personally and within their teams. Drawing parallels between leadership and personal experiences, Clint emphasizes patience as a critical trait for influential leaders, asserting that cultivating a robust team culture takes time and consistent effort.
This enriching episode serves as a reminder that effective leadership is rooted in trust, transparency, and genuine care for one’s team while also inviting listeners to foster their own customer-centric cultures. Tune in to gain valuable insights into effective leadership and the magic of creating memorable customer experiences.
Timestamps:
10:49: Building Trust in Organizations 14:43: The Importance of Vulnerability in Leadership 16:15: Overcoming Fear as a First-Time Leader 20:30: Differentiating Yourself as a Leader Clint's Contact Information: Website: https://clintrusch.com LinkedIn: Clint RuschTacey's Contact Information:
All Social Media Platforms: @taceyatkinson
Email: [email protected]
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this solo episode of the Customer's First Podcast, I delve into a troubling sentiment that has emerged frequently in conversations with C-suite executives: the notion that prioritizing customer experience has become a luxury they can ill afford. This mindset, which has increasingly taken root since 2022, suggests that businesses feel pressed to prioritize survival over the nuanced and often overlooked aspect of customer experience. My response to this perspective is unequivocal: companies cannot afford to neglect customer experience, nor should they view it as an expensive endeavour. The key lies in maximizing existing resources and recognizing the invaluable foundation many companies possess, even if they are unaware of it.
To illuminate the distinction between customer service and customer experience, I draw attention to the fundamental differences that often blur together in conversations. Customer service encompasses the transactional actions essential for customer interaction: processing orders, accepting payments, and other task-oriented functions. In contrast, customer experience transcends those interactions, focusing on how customers feel throughout their journey. It integrates sensory elements—sounds, smells, visual cues, and human engagement—that collectively shape a customer's emotional response to a brand. I emphasize the importance of a warm, welcoming atmosphere and proactive communication in fostering a positive customer experience.
Throughout the episode, I share insights from recent retail environment observations, noting how slight changes in employee interactions can profoundly impact customer perceptions. For instance, I recount a scenario where a customer interacted with a salesperson who genuinely cared to understand her needs, ultimately providing her with valuable information that encouraged her to return for a future purchase rather than completing an immediate sale. This reflects a fundamental truth: an engaging and empathetic approach can turn a mere transaction into a cherished experience, ensuring customers leave feeling valued and eager to return.
I also encourage businesses to actively cultivate a customer-centric culture, which enhances external interactions with clients and nurtures an engaged internal workforce. Initiatives such as conducting service audits or gathering customer feedback are invaluable. Nevertheless, I think it's important to act upon that feedback; being perceived as unresponsive can damage the relationships businesses aim to build. The human element must return to commerce. Effectively caring for customers—understanding their needs and creating memorable, positive interactions—doesn't require significant financial investment, only time, intention, and a willingness to listen.
Finally, I challenge my listeners to reflect on their business practices and environment. Are there barriers preventing the cultivation of authentic connections within their teams and with customers? I share that each individual plays a crucial role in shaping the human aspect of business. Transforming the customer experience is a collective effort, and fostering an atmosphere where empathy and respect prevail leads to sustainable success. As I conclude, I urge my audience to seek ways to spread this message and inspire others to prioritize meaningful interactions. The movement towards better customer experiences starts with each of us, and I'm eager to hear about your successes as you embark on this critical journey. Engage with me, and let's create the magic together.Tacey's Contact Information:
All Social Media Platforms @taceyatkinson
Email: [email protected]
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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In Today's Episode from the Vault: Join Tacey and her special guest, Certified Life Coach & Talent Development Expert and Customers First Regular, Angie Robinson.
Today's Topic: “The Power of Good Communication”
Angie shares her expertise in developing more robust connections with your team by practicing good communication strategies.
Link to Angie PDF with the 6 Core Communication Categories
https://communication.angie-robinson.com
Angie’s Contact Information:
Website: www.angie-robinson.com
Instagram: @angierobinsoncoaching
LinkedIn: @angiekrobinson
Tacey's Contact Information:
https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!
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On this episode of the Customer's First Podcast, I, Your Chief MagicMaker, delve deep into the essence of customer experience and its profound importance in building successful businesses. As a brand experience curator, I aim to help organizations create enchanting experiences that resonate with people on a personal level. Today, I have the pleasure of addressing your questions directly from our Customer's First Boardroom. This special mailbag edition allows me to engage with you, my audience, and tackle pressing inquiries that undoubtedly reflect the thoughts of many.
Our conversation begins with a poignant question from Laura C., who asks why customer experience is a cornerstone of my philosophy. I share a personal story from my childhood, reflecting on my father's influence as he instilled in me the values of kindness and compassion while running a family restaurant. Through anecdotal storytelling, I illustrate how nurturing customer relationships transcends monetary exchanges and creates lasting loyalty. This foundational mindset, instilled by my father, underscores the importance of understanding how we make others feel and the results it yields in return, ultimately enriching our business landscape.
Paul M. raises an engaging question about managing poor customer service during shopping experiences. I take this opportunity to emphasize the duality of responsibility in any interaction. It's crucial to assess the broader context and show patience and kindness, even in challenging situations. I advocate for compassion over confrontation, encouraging listeners to elevate their interactions and choose to respond positively. This discourse reinforces my mission in shaping our daily experiences and stresses that kindness is neither insignificant nor an option but a necessity.
As we continue, I field inquiries regarding brands that inspire me within the customer experience realm. This leads to a passionate exploration of a standout brand, P. Louise Cosmetics, and its visionary CEO, Paige. I describe how Paige has constructed an empire on the principles of exceptional brand experience, recognizing the intricate details that resonate deeply with customers. From her innovative packaging to her dedication to community engagement, Paige embodies the ethos of creating magic through thoughtful customer interactions. Her approach serves as a beacon for others in the industry, demonstrating that valuing the consumer experience can lead to remarkable success.
The episode progresses as I outline how my audience can engage with my services. I break down my offerings, which include keynote talks, leadership workshops, and customer experience audits, tailoring them to fit specific organizational needs. Each method empowers teams and elevates customer interactions, ensuring that the magic of customer-centric cultures is not just a goal but a tangible experience for everyone involved.
Concluding this enriching dialogue, I express my gratitude for the feedback and questions from listeners. I encourage continued engagement and invite more questions to keep the conversation alive. The closing remarks reiterate the importance of nurturing customer-centric cultures and the significant impact they can have on everyday interactions. By inviting you to join me in this mission of spreading kindness and respect across our communities, I hope to ignite a movement where magic isn't merely a concept but a reality we strive to create in every customer experience.Timestamps:
5:45: The Importance of Customer Experience 10:03: Handling Poor Customer Service 15:19: Brands to Watch in Customer Experience 22:07: Ways to Work TogetherTacey’s Contact Information:
https://linktr.ee/taceyatkinson
www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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You've asked for It, so here it is: Vault Episode 141 with Author, Speaker & Leadership Coach Kyle McDowell. Kyle is widely known for his aspiring and inspiring approaches to transforming bosses into leaders and reshaping corporate cultures. Enjoy!
Kyle talks about formulating ten principles that start with the word “we,” which ultimately changed his life trajectory and significantly impacted many leaders. Kyle’s core principles for his strategy emphasize the importance of doing the right thing, leading by example, following through on commitments, and owning mistakes. Kyle believes mistakes are valuable learning opportunities and that it is crucial to lift each other up and support one another in the work environment.
The episode also touches on the significance of measuring outcomes rather than activity and the need to align actions with goals and objectives. Furthermore, the conversation delves into recognizing and rewarding efficiency and the value of challenging one another in a culture of excellence. Kyle believes that challenges present opportunities for improvement and that attention to detail separates organizations from their competition. Kyle highlights the fulfilling nature of this work and the need to work together and support one another to create a better world.
Kyle’s Contact Information:
Website:https://www.kylemcdowellinc.com
LinkedIn, Instagram and TikTok: @kylemcdowellinc
Amazon link to book: Begin With WE: 10 Principles for Building and Sustaining a Culture of Excellence
Tacey’s Contact Information:
https://linktr.ee/taceyatkinson
www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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On this episode of the Customer's First Podcast, I am joined by Jose Ganem, a brand strategist and owner of Round Branding. We explore the intricate world of brand strategy and customer engagement. Discover how to harness the power of storytelling, empathy, and team involvement to elevate your brand and create impactful customer connections that thrive in an increasingly competitive landscape. As a brand experience curator, I aim to help organizations create experiences that resonate with their audiences, and Jose brings knowledge and insight to this conversation.
We dive into the essence of storytelling, which Jose argues is the crux of brand differentiation in today's crowded market. It's crucial for brands to understand their audience on an emotional level rather than just presenting features or founder stories. We explore how empathy toward customer needs leads to impactful brand messaging beyond mere promotion, allowing companies to forge genuine connections with their customers.
Jose also addresses the importance of authenticity in brand communication, particularly as companies look to stand out in saturated markets. He shares valuable strategies for aligning a brand's messaging with its core values, ensuring that the brand evolves to reflect what it stands for and its audience needs. He stresses that engagement goes hand in hand with genuine dialogue with customers, helping businesses create offerings that customers genuinely desire rather than what they think customers want.
Leading us to a deeper discussion on how empowered employees can significantly enhance customer loyalty and overall business growth. We address the misconception that branding is merely an external endeavour, revealing the internal implications of rebranding or defining brand values.
Timestamps:
3:54: The Power of Storytelling in Branding 5:42: Aligning Brand Values with Audience Needs 9:30: Importance of Market Research 11:27: Team Involvement in the Branding Process 15:34: The Impact of Brand Evangelists Jose's Contact Information: Website: Round Branding LinkedIn: @JoseEliasGanem Instagram: @joseeganemTacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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On this episode of the Customer's First Podcast, we dive deep into the complexities of leadership with Brenda Neckvatal, a two-time best-selling author, award-winning HR professional, and serial entrepreneur. Together, we explore the art of mastering the people side of leadership, especially when navigating relationships with challenging personalities.
Brenda opens up about her past experiences with difficult personalities that fueled her passion for helping others strengthen their leadership skills. With an emphasis on the significant difference between managers and true leaders, she explains how managers often focus on checking boxes and adhering to defined parameters. In contrast, leaders lift their teams, foster transformation, and encourage growth. Through this differentiation, Brenda highlights the critical role of trust in building effective teams, and she emphasizes that a leader’s ability to listen actively is paramount to understanding team dynamics.
Moreover, we delve into the cruciality of establishing a follow-up culture, where leaders routinely communicate decisions and acknowledge contributions made by their team members. Brenda illustrates this with a compelling story about a mentor who continually engaged and celebrated his team's suggestions, fostering a vibrant environment ripe for collaboration and innovation.
Brenda concludes with an empowering reminder that there are no justified resentments—encouraging leaders to release negativity and focus on fostering a positive, empowering culture in their workplaces. Throughout this engaging discussion, listeners are equipped with actionable insights and the motivation to become true leaders who inspire and elevate their teams.Timestamps:
5:19: Transforming Leadership Amid Challenges 7:49: Building Trust with Difficult Personalities 14:18: Misconceptions About Leadership 19:18: Practical Steps for New Leaders Brenda's Contact Information: Website: https://yobrenda.com/ TikTok & Instagram: @brendaneckvatal LinkedIn: @neckvatal Book Link: Mission Ready: Building High-Performing Teams from the Battlefield to the BoardroomTacey's Contact Information:
https://linktr.ee/taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Create the Magic!
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On this episode of the Customer's First Podcast, I delve into a spirited conversation with Andrea Leigh, a distinguished Change Catalyst and Customer Experience Powerhouse. Andrea’s journey into customer experience began at a young age, rooted in her early retail encounters, where she discovered the profound impact of prioritizing customer care. With over three decades in pharmaceutical sales followed by a significant transition into retail fashion leadership, Andrea shares her insights on the evolution of customer relations and the essential role of emotional connection in crafting superior customer experiences.
We explore the transformative period of COVID-19, where Andrea's unforeseen pivot from pharmaceuticals to fashion illuminated the importance of fostering genuine relationships with customers. Her tenure at a chic fashion boutique in Oklahoma City made her an exemplary leader whose sales achievements exceeded expectations. Andrea emphasizes that the keys to her success lay in treating customers with care and creating enjoyable shopping experiences, which helped her build trust and loyalty.
During our chat, we also tackled the critical impact that customer experience has on businesses. Andrea explains that a great customer experience is an indispensable marketing tool and a catalyst for exponential growth in today's experience-driven economy. Conversely, she warns about the fallout from neglecting customer needs, explaining how even a small oversight can tarnish an otherwise stellar interaction and lead to customer loss.
Andrea passionately advocates for leaders to cultivate a company culture that prioritizes customer satisfaction above all else. She highlights the importance of team communication and recommends leveraging friendly competition to boost morale and drive performance. She believes leaders can inspire their teams to consistently deliver exceptional experiences that resonate with customers by celebrating even the smallest victories.
As we wrap up, I encourage leaders to actively listen to customer feedback and maintain open lines of honesty throughout their businesses, emphasizing that fostering human connections is paramount to customer delight. Andrea's insights remind us that the heart of any successful brand lies in how it makes customers feel and that creating memorable experiences is the cornerstone of lasting success.
This episode is a treasure trove of wisdom for anyone looking to enhance their understanding of customer-centric cultures and create the magic that comes with outstanding customer experiences.Timestamps:
6:48: The Importance of Customer Trust 8:55: Understanding Customer Experience Impact 15:36: Cultural Shifts in Customer Service 20:25: Prioritizing Customer Interaction Andrea's Contact Information: LinkedIn & Facebook: @AndreaLeigh Instagram: @therealandrealeighTacey’s Contact Information:
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
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In this episode of the Customers First Podcast, Tacey has a detailed conversation with Pete Mohr about the power of improved communication and processes in helping companies build stronger teams. Pete shares his entrepreneurial journey and explains the importance of understanding the three parts of the brain: Cognitive, Conative & Affective, and the skills for innately taking action. He highlights the significance of the Kolbe assessment in uncovering how individuals naturally take action (not feelings) and how it can be used to enhance team dynamics.
Pete delved into Kolbe's four action modes: Fact Finder, Follow Through, Quick Start, and Implementer. He explained each mode's characteristics and how they influence decision-making and work preferences. Pete emphasized the importance of understanding these action modes in leading teams effectively and acknowledging and leveraging each team member's strengths.
Moreover, Pete discussed the value of filling gaps within teams by hiring individuals with complementary action modes. He shared insights into using the Kolbe assessment during the hiring process to ensure candidates align with the expectations of their roles. Pete emphasized the importance of effective communication in addressing common team issues and driving business success.
Reflecting on the impact of the pandemic on businesses, Pete highlighted the need for adaptability and resilience in navigating challenges. He emphasized the importance of being prepared to pivot quickly in the face of unforeseen circumstances. Pete underscored the significance of effective communication in leadership and how catering to individual communication preferences can enhance team performance and engagement.
In conclusion, Pete emphasized the role of communication in fostering productive teamwork and shared insights into leveraging the Kolbe assessment to optimize team dynamics and drive business success. He encouraged leaders to prioritize understanding and meeting the diverse communication needs of team members to create a cohesive and effective work environment.Timestamps:
3:11: Understanding the Three Parts of the Brain 6:26: Exploring the Four Action Modes 17:48: Building Strong Teams with Colby Profiles 28:25: Utilizing Kolbe Reports in Hiring Processes 32:08: Benefits of Kolbe Method for Leaders 34:27: Adapting Business Strategies Post-Pandemic 36:55: Importance of Effective CommunicationPete’s Contact Information:
Website: https://simplifyingentrepreneurship.com
LinkedIn: @petermohr
Tacey’s Contact Information:All of Tacey’s social media profiles are @TaceyAtkinson
Website: https://www.taceyatkinson.com
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go, Create the Magic!
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