Lee Cockerell shares his wisdom and experience from his time as the Executive Vice President of Operations for Walt Disney World. Along with host Jody Maberry, Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization.
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Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
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On the Digitally Irresistible podcast, we cover the optimization of digital technologies and irresistible people that influence both employee and customer experiences. We feature professionals who are passionate about delivering a great customer experience. Brought to you by iQor and hosted by Bernie Borges, Vice President of Global Content Marketing.
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CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
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The podcast where we scale up on knowledge so we don't scale up our systems. Find out why working in Industrial Water Treatment is the best job in the world. Hear industry experts share their knowledge and stories. Learn about technologies, methods, and career journeys. Join podcast host Trace Blackmore, former AWT President, LEED, and CWT every Friday for a new episode.
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Welcome to my podcast established in 2019, where I focus on the hospitality industry while also bringing you inspiring stories, expert insights, and valuable advice from leaders across various fields. Whether you're dedicated to creating unforgettable guest experiences, igniting your team's potential, or simply learning from a diverse range of professionals, this podcast is for you. Join me as we celebrate the incredible people and opportunities within the hospitality industry. Our interview ...
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Great customer service is the key to unlocking unparalleled sales growth. Customer Service Academy Radio features customer experience expert and award winning speaker Tony Johnson. Tony will share how to deliver the very best service to your customers and grow your business. Tony will interview leaders from best-in-class organizations and share his common sense approach to business success. Tony has led large and diverse teams in the restaurant, retail, and corporate spaces for decades and w ...
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It's business owners talking shop! Hosted by and featuring growth-minded small business entrepreneurs, The Parker Web Partner Show is a podcast for creative agencies, digital marketing firms, and website hosting companies looking for creative solutions. Join us for insights, ideas, and a problem-solving roundtable - with a few laughs along the way.
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The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of jo ...
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Get more referrals with the Referrals Podcast! Thought Leader, Best-selling Author, Referral Master, and Host Michael J. Maher brings you the best advice and insights on growing your business by referral and shows you how to take your repeat business and referrals to the next level. The Referrals Podcast is a weekly show where Michael J. Maher, author of (7L) The Seven Levels of Communication, interviews a top producing Realtor, lender, or small business owner about how they are implementing ...
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The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Colin Shaw, Beyond Philosophy LLC
We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer Experience and gain growth. This review sums up: "The dynamic between the two hosts makes this podcast. Each brings a unique take on the topic and their own perspective and plays off each other se ...
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Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier an ...
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At first listen, it may not sound like they are talking business, but there is no denying the Nice Guys (Doug Sandler and Strickland Bonner) know their audience. If you are an entrepreneur and tired of hearing the same old rah rah static babble on all the other business podcasts out there, it's time for a breath of fresh air. Listen in, subscribe, or join the Nice Guy Community and become a Funk'nFan of the show. Relationships, honesty, trust and integrity build business today and that's wha ...
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Join author, speaker, and leadership expert Zack Hudson on the Passing the Baton Leadership Podcast for topics including personal development, time management, leading well, entrepreneurship, relational leadership, work-life balance, and other relevant and timely topics. Have fun with Host Mike Floyd, Neha Shingane, and Zack as they cover leadership topics in this commuter-style radio show so that you can listen to and finish the episode during your normal commute to work, school or while ru ...
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Welcome to the wild and windy world of Jonny Cooper's Effortless Marketing. Getting your stuff out in front of your audience will be a breeze if you follow Jonny and his stellar guests' tips, tactics and strategies.
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WE’VE GOT A LOT TO SAY—THAT’S WHY WE MADE A PODCAST. And trust us, these are things you’ll want to hear. Manndatory Listening is a podcast about the hows and whys, dos and don'ts, and step-by-steps of leadership. We’re combining our own expertise—16 years of it—with that of leaders across dozens of industries to bring you applicable lessons for your own business and life. We're interviewing industry leaders and ourselves on the topics we know will make you and your business better. Put your ...
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It is so *avoidable*. Customers who silently vanish, members who unsubscribe without reason, students who don't return for your next course, clients who disengage. In this era of exponential abundance of customer choices, it is simply not enough to have "satisfied" customers. You must learn The 9 Principles of Customer Feedback - the rarely used psychological secrets - that will engage, retain and delight your people, creating a gravitational pull ensuring they will never leave you.
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Joe Higgins is a highly regarded public speaker, an experienced business consultant, and a former high level executive. Joe's messages can inspire individuals or entire organizations to embark upon their very own Quest 4 Quality. Joe Higgins and Tim Edwards (founder of The InBound Podcasting Network) discuss The American Economy, Leadership, Customer Service, and Building Healthy Teams.
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Process to Profitability centers on strategic processes that reduce costs while increasing conversions, productivity, and efficiency for creative CEO women who are growing successful service-based businesses. We’ll discuss strategies that produce sustainable profits and how to apply these processes to your small business.
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CX Diaries from the Customer Experience Foundation is our podcast where we talk to the people at the sharp end of CX and Contact Centres. The Movers and the shakers, the innovators, the disruptors, and the people delivering in the real world who share their personal stories of their journey through our industry
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Creating and maintaining a magical culture in any organization takes dedication and commitment. Dan Cockerell, a 27-year Disney veteran and retired Vice President of the Magic Kingdom, and host Jody Maberry share stories and insight to help you build the mindset you need to develop a strong organizational culture. Come Rain or Shine will equip any leader with the tools to influence the weather in your kingdom for years to come.
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Concierge Medicine Today's "DocPreneur Leadership Podcast" has become a trusted voice and is a recorded history of membership medicine in all it's various forms. From Concierge Medicine to Direct Primary Care (DPC) and everything in between it unpacks unique entrepreneurial insights in healthcare ranging from hospitality in healthcare from a patient perspective to interviewing healthcare leaders, Physicians, PAs, NPs, insurance and payor connections, attorneys, interior designers and more. T ...
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What would a law firm built by the founders of Disney, Four Seasons, Amazon, and Zappos look like? Lawyers (and other professionals) aren't in the same "service" industry as those companies, but that doesn't mean we can't benefit from employing their rigorous service mindsets. We give you inspiration and tactics to smooth out your processes, bolster your reputation, and increase your revenue - every episode of Five Star Counsel has actionable tips for you to build the firm that clients rave ...
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The Case Closed Podcast is the first and only podcast dedicated to helping you to learn, use, and extend the Salesforce Service Cloud to improve customer experiences and run an efficient contact center. Hosted by Salesforce MVPs, Jeff Grosse and Cheryl Feldman, you'll learn the features of Service Cloud, ways to extend functionality with the AppExchange, and hear the success stories that Service Cloud customers have experienced in their company.
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What would you do with an army of raving fans? How would that change your business? Creating a 5 Star customer experience is the best way to create raving fans, stand out from your competitors, and rise to the top of your industry. On The 5 Star Experience Show you will learn actionable tips and tricks to improve your customer experience and convert your customers to raving fans that leave great reviews and recommend your business to friends, family, and acquaintances. Owning a business can ...
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Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have m ...
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Katherine Sprung goes through the good, bad, and ugly online ratings and reviews of guest business owners in the food and beverage industry, in an open conversation. Expect honesty, comedy, and insight into the world of hospitality and its customers. Katherine Sprung, a 5 year business owner in the food industry, with 4 additional years of hospitality experience, working in restaurants and bars, invites a guest on the show, to go through their Yelp/Google/online reviews, discuss customer int ...
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Smart Man…Smarter Woman is a podcast for entrepreneurs by entrepreneurs. The co-hosts, Juliet Aurora and Steve Loates are business partners, authors, speakers and business owners. They are also husband and wife which makes for a very interesting dynamic in each show. 🙂 Most episodes will feature a guest speaker who will share insights and learnings from their own journey as an entrepreneur. All small business-related topics will be on the table from marketing, leadership, strategic planning, ...
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Stories of your customers on their journey, and how they build or break relationships with companies like yours. Host Russel Lolacher shares real customer experience case studies in a 1950s radio drama narration style with modern tips and analysis. Born from The Upsell.com Blog, The CX Storytime Podcast: Tales from the Customer Journey presents true customers' stories including the impacts of their customer experiences, followed by valuable strategies on engagement and retention to help you ...
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Business Connections Live - The UK's Leading Online Business TV Channel
Leading Business Experts and Entrepreneurs Talk to Steve Hyland
If you are looking for advice on how to start a business, increase sales. effective marketing, how to use social media, crowdfunding, business motivational techniques, list building and a lot more then Business Connections Live TV is here to help. Business Connections Live TV, live streams a programme from our studios every week with expert guests and analyse on how you can grow and develop your business. So if you need expert advice on LinkedIn for prospecting or you want to find out about ...
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Welcome to Paying It Forward, Lessons From The C-Suite. This is the trailer that introduces you to the podcast. If you want to attain a C level position in your career, you need to understand what it takes to achieve that level of leadership. When you have access to successful entrepreneurs and senior executives who want to help you develop the skills and traits to become a great leader, it’s like having your own mastermind group to mentor and guide you. In a nutshell, that’s our podcast. Ea ...
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1532 D&S: Tractor Time and Doug Tries to Sell a BMW
1:28:19
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Hey, shout out to me from Jared today! How cool is that, much appreciated. Maybe I should ask for a raise? Nah, if I did that they might actually make me listen to the whole episode and I don't think I could handle that. I think they're already considering replacing me with ChatGPT anyway, I probably shouldn't push my luck. Do you want some cool me…
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380 The WOW Effect: Women Leading Transformation in the Water Industry
1:10:13
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Meet the Women Behind the WOW Committee This episode features insights from six trailblazing women who are not only leaders in their respective fields but also passionate advocates for the WOW mission: Stephanie Choury, Enterprise Account Manager at Buckman Digital Water Tammy Faber Sales Director of HOH Water Technology and Co-Chair of WOW (Women …
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Passive aggressive phrases are easy to roll off the tongue or the keyboard, but they often send mixed messages that others do not appreciate. When communication isn't straightforward, tensions, misinterpretations, and or problems can find themselves creeping into the relationship. Some phrases that you throw into existence can even make your friend…
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144. The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success | Stacy Sherman
11:36
Is your company struggling to keep customers loyal and employees motivated? In this special episode of Doing CX Right, Stacy Sherman shares how celebrating CX Day and Customer Service Week can turn these challenges into strengths. Discover why these global events are more than just calendar dates—they’re powerful opportunities to unite your team ar…
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This week on The Modern Customer Podcast, Hugh Blane, leadership coach and author of Lead Boldly: How to Coach Others to Greatness, reveals management strategies to unlocking your team’s potential. From mastering mindset to improving customer experience, Hugh shares actionable advice on leading with purpose and navigating the complexities of profes…
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In this episode, we dive into the digital landscape with Tracy Sheen, author of the award-winning "The End of Technophobia" and the upcoming "AI & U: Business Reimagined." Tracy, a leading futurist in APAC, is renowned for demystifying complex tech concepts and making them accessible for businesses of all sizes. With over 120 workshops delivered ac…
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Small acts of kindness can have a profound impact, often sparking a ripple effect that changes lives. When we embrace generosity, we create a cycle of giving and receiving that can lead to both personal fulfillment and prosperity. It’s easy to overlook how a simple gesture—like giving away a $5 bill—can inspire others and spread goodwill. But what …
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Alan Versteeg, an engineer turned sales management expert, initially approached the sales world with skepticism, but soon turned it into a thriving career by applying the engineering principles of cause and effect to sales and sales management. This success led him to co-founding Growth Matters, where Alan and his team have developed over 2,000 sal…
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"Don't depend on your company to prepare you for the future. Invest in yourself; read, learn, and grow daily. Your future self will thank you." Notable Moments 01:56 Identifying Future Leaders in Organizations 03:14 The Value of Developing Employees 07:21 Taking Ownership of Your Time and Learning 09:44 Improving Employee Commitment Through Develop…
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Driven, focused, and passionate about helping attorneys reach their full potential, Steve Fretzin is regarded as the premier coach, skills trainer, and keynote speaker on business development for attorneys. Over the past 17 years, Steve Fretzin has devoted his career to helping lawyers master the art of business development to achieve their busines…
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In this episode we share 10 tips to engage and retain your team. This Labor Day is a great opportunity to put employees at the center of yoru thinking to drive customer experience and business results. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. - How you treat your team is how they will treat customers - Th…
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In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intelligence, and examine how both concepts can enhance your experience management efforts. We begin with a discussion on the importance of Emotional Intell…
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1530 D&S: Doug Has TOPICS?
1:33:48
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Hold on, Doug actually came to the episode with topics? That would indicate that he actually had a PLAN this week. That throws my whole cosmic world into a tizzy. Or is it a kerfuffle? I don't know, but I heard there's a new Steve O'Brien ad for the merch store so I'm gonna skip forward to that part and skip the rest. I didn't listen to any of the …
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Welcome back, Scaling UP! Nation. Have you ever wondered about the hidden dangers of biofilm lurking in your water systems? In our latest Legionella Awareness Month episode, we deep dive into the world of biofilm and its critical link to Legionella with our returning expert, Loraine Huchler, President of MarTech Systems. Packed with invaluable insi…
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Today we finish our series on employee engagement with those that are disengaged. Is there hope for this group and how should a leader go about leading a person that's disengaged? Join us in this series as we look at the characteristics of these people, how they impact others, what they accomplish and how you can influence this group. Check out our…
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240: Elevating Customer Experience: Neil Leyland on AI, Machine Learning, and Transforming Contact Centers with Neil Leyland
18:40
Neil Leyland is a Chief Contact Center Strategist at InterVision, and he is an exceptional PMP and six Sigma black belt certified senior-level program leader and a proven problem-solver. A highly motivated achiever with a career history in sales and operations management for international multi-unit retail operations. Possessing excellent interpers…
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This week on The Modern Customer podcast, Lupine Skelly, retail research leader at Deloitte, shares insights about retail and the current back-to-school shopping trends. With over 15 years of experience in retail market research, Lupine also touches on the evolving roles of digital and in-store experiences, the importance of building trust, and the…
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In this episode, I share my recent experience speaking at a conference outside the hospitality industry. It was an eye-opening opportunity to learn new things, meet inspiring people, and broaden my perspective. I dive into the importance of continuous learning and education for personal and professional growth, and how stepping into different indus…
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Delegation is often misunderstood, with many thinking it’s about laziness or shirking responsibility. It is actually about freeing up time and resources to focus on higher-value tasks. Many of us hold onto the belief that success means grinding endlessly and handling every detail ourselves. This mindset may actually be holding you back. Rather than…
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"There is a clear difference between those who have their act together those who are just half there, not communicating well and not paying attention." Key Moments 05:32 Presenting yourself professionally leads to opportunities. 08:32 Body language impacts the perception of professionalism. 10:22 Understand professional etiquette in job interviews.…
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About Done For You Lead Magnet: DFY Lead Magnet is a very short version of how Paperback Expert helps biz owners create books: They speak, we write. The same process works for lead magnets. One meeting to decide on a topic + one meeting to record the content. We transcribe and polish. Ta-da, the biz owner has a brand-new lead magnet in about a week…
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In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a customer can benefit your business in the long run. We outline five critical rules to help you determine when it's time to part ways with a customer: R…
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1528 D&S: First and Last Time by The Riverside
1:00:07
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I was listening to the recording where they're complaining about Riverside and figuring out how it works, and I'm trying to decide where they want to actually start the episode...But they don't ever figure it out, so I guess I'll just leave it all in. Do you want some cool merch? Check out the store here- https://www.niceguysonbusiness.com/merch Ch…
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378 Tackling Legionella: Balancing Safety, Sustainability, and Disinfection
1:04:12
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“It is a team effort to protect public health from Legionella.” - Alberto Comazzi, Ph.D. We are excited to welcome back Alberto Comazzi, Ph.D. of Sanipur US, for his third appearance on the Scaling UP! H2O Podcast. As an expert in waterborne pathogens, Alberto shares his invaluable insights and experiences about Legionella to help our audience stay…
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Doug mentioned finding the first NGOB episode and posting it as a bonus ep and (spoiler alert) I found it! But I found a lot more too, so I'm going to wait until the 10-year anniversary to re-post that one. Instead, you get episode 5 where we talk about how we randomly found Steve O'Brian and knew he was a pro right away. That was not quite the sta…
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We continue our series on employee engagement with those that are semi-engaged. Join us in this series as we look at the characteristics of these people, how they impact others, what they accomplish and how you can influence this group. Check out our website for additional written resources! Join Zack Hudson as he helps you grow your leadership ski…
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239: Navigating Burnout, Building Resilience, and Fostering Relationships for Success with Dr. Eric Recker
21:56
Dr. Eric Recker is a dentist, husband, father, keynote speaker, Elite Success Coach, author, pilot, mountain climber and recovering triathlete. In his second half of life, he is committed to helping people shorten the distance to becoming their best version and learning to #WINtheNOW. Questions · We'd love for you to share in your own words a littl…
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In this episode of the Modern Customer Podcast we will explore key leadership principles that can help you learn to lead, empower your team, and achieve lasting business success. Robert Irvine, a celebrity chef, entrepreneur, and author of the book 'Overcoming Impossible’ shares insights on leadership and creating a customer-centric culture, stress…
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If you think networking is just about attending events, collecting business cards and shaking hands, you’re on the fast track to empty connections. Networking is really about finding those few key people who can truly make a difference in your business. The power lies not in the quantity of connections but in the quality—those relationships that br…
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"We all have expectations, and when you raise your expectations, everything gets better." Key Moments 01:27 Active, visible management drives operational excellence. 04:30 Clearly communicate expectations and lead by example. 07:17 Value of hospitality and leadership. 10:29 The Importance of High Standards in Team Morale: 13:57 Spread magic by crea…
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How can businesses effectively communicate and deliver real value? Join Stacy Sherman as she revisits her conversation with author Bob Burg. In this rerun from first 10 episodes, they dive into expert strategies for enhancing both customer and employee experiences, understanding the key differences between price and value, and building genuine conn…
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Wayne Turmel has been writing about how to develop communication and leadership skills for nearly 30 years. He’s taught and consulted at Fortune 500 companies and startups around the world. For the last 18 years, he’s focused on the growing need to communicate effectively in remote and virtual environments. In addition to his writing, Wayne is a so…
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In this episode we welcome Shanif Dhanani to discuss enabling contact centers and the power of generative AI to improve the customer experience. Visit https://www.igniteyourservice.com/6canons to invest in yourself and your team. - The best customer experiences are easy and reliable. - Hire people for your customer success roles and contact centers…
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In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby, CEO of Alignment Growth Strategies, shares insights on leveraging AI to build customer relationships effectively. We discuss practical AI tools that enhance customer experiences and streamline efficiency. There are a couple o…
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1526 S&E&E&J&S: Strickland's Dream Comes True
1:18:22
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Erica, Emily, Jennie, and Sally. Strickland with 4 women? I didn't think he could handle it, he's not as young as he used to be. Sometimes old guys can surprise you I guess. At least I got this great recipe for Shepherd's Pie from Erica. Yea, I'm done writing, I've got to get to cooking! https://downshiftology.com/recipes/shepherds-pie/ Do you want…
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"To find the most sensitive, accurate, reproducible, and reliable method for detecting and quantifying Legionella in a sample, qPCR is the best option.” - Michael Loewenstein In this much-anticipated episode highlighting the findings of Part 2 of Michael Loewenstein and Joe Benzinger’s study, Michael Loewenstein, Vice President of Scientific Consul…
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