Ask an Expert by Propelo

Joey Coleman is such a customer experience expert that even Zappos consults with him. While Joey has had a very interesting career, he’s spent the past 20 years analyzing and figuring out ways to improve the customer experience. In fact, he even wrote the book, “Never Lose a Customer Again” which emphasizes how important the first 100 days of the customer experience are.

Joey shares ways that you can accurately evaluate your own customer experience today, and moving forward. He then gives tools you can use to begin implementing change within your organization, and within your people.

Joey also shares his personal experience in how content creation has changed his own perspective, and how it’s changed his business. As an author, and as the host of the podcast, “Experience This”, Joey has invested a lot of time, but as he explains, the investments have helped produce long money.

For years Caryn Kopp, and her team at Kopp Consulting, have not only been helping businesses open desirable doors, but they’re able to develop compelling interest with those prospects.

Caryn learned early the value of hiring proven professionals vs. younger less expensive reps that she’d have to train up.  Her secret sauce though was pairing the proven door openers with content and message writers.  Add a sales process she continues to evolve to this day and Caryn’s team has opened just about every door imaginable.

In today’s Ask an Expert episode Caryn shares insights into what it takes to develop strong messaging, how you identify the right individual and subsequently get their information.  She shares her thoughts on when you should give up on an ideal prospect (…….never), and then she shares her 3 P’s to overcoming objections.

As more and more technology is being introduced into Real Estate, today’s Ask an Expert guest Sherry Chris wants real estate agent’s to focus on getting back to deeper and more human relationships.  

Sherry is CEO of Better Homes & Garden Real Estate, and was the driving force to elevating the company to a nationally recognized brand.

In today’s episode, Sherry is going to share insights on several topics from current trends in real estate, how direct mail is still a powerful marketing channel, and why agents need to focus on personalizing the home buying experience in this era of social distancing.

How to Reapproach Your Business Development by Bernie Brenner

TrueCar Cofounder, Bernie Brenner stops by our “Ask an Expert” and comes out of the gate helping to differentiate between business development and sales strategies. After years of successfully growing TrueCar, he reconciled all of his notes and realized he’d created a systematic approach to biz dev, which outlined in his book, The Sumo Advantage.

Bernie walks through the 4 pillars of business development that you need to be focused on when implementing your biz dev strategy. In case the title of his book didn’t give it away, utilizing a good BD strategy can have massive gains for your business.

As the current CEO of Rollick, a company that’s reimagining the powersports shopping experience, from manufacturer to retailers to consumers. He shares the specific approach he takes to evaluating the customer experience, and then how they get creative trying to make it better.

Too many self-help gurus out there tell you what you already know, today’s Ask an Expert guest actually gives you the tools to reach your full individual and business potential.  Noah St. John is known as “The Power Habit Mentor” and has helped businesses add an additional $2.7 billion in revenue.

Back in 1997, Noah had an epiphany when he discovered that the traditional affirmation models we all have tried to help change our lives fell short, and so he made a subtle but powerful shift and created the Afformations model.  Noah shares how much more powerful this can be and then shares how we struggle to make progress because of the “head trash” we all have inside our heads.

Noah also talks about the differences between individual and corporate habits, and how we can get them to align for a more productive corporate environment.  Finally, we talk about how you can mentally mitigate the challenges that we’re all facing in these tough times.

While attending Yale University, Yong Zhao noticed that traditional Chinese restaurants were declining, but demand for authentic Chinese cooking was rising.  He quickly started working on a fast-casual dining chain that could provide a balanced experience for Asian and non-Asian alike, but in a design that could scale up. 

Shortly after, Junzi Kitchen was born.  Already recognized as one of the best fast-casual dining experiences around, Yong is now set on reinventing the Chinese takeout experience, and in the process immediately addressing today’s need while also giving an exit strategy to restaurant owners that don’t have many succession options.

We cover many topics, but some favorites are around how thanks to his strong international connections he was able to begin planning for the lockdown well before that was even thought of as a reality in America.  He also shares the success of how they’ve enhanced the customer experience through a highly interactive cooking show on Instagram that pairs chefs and home cooks together.  They’ve also created a “Share a Meal” program that allows patrons to purchase meals for first responders at a reduced rate.

It’s 3:30 am and Kobe Bryant is rigorously practicing basic drills taught to middle schoolers.  Today’s Ask an Expert, Alan Stein Jr., shares lessons this valuable lesson, along with others he’s learned after helping to train NBA greats like Kevin Durrant and Steph Curry for over a decade.

Now he’s helping organizations and individuals with proven strategies from leadership, organizational performance, and management.  We cover a wide range of topics including the importance of following your passion, the power (and method) of storytelling to connect with your audience, and a great life hack to help you professionally and personally.

Today’s Ask an Expert, Adele Revella, is the Founder and CEO of the Buyer Persona Institute. They take a journalistic approach to interviewing recent & actual buyers that are in their client’s space revealing the real buying decisions, for individuals and committees.

Adele talks about changes to buying decisions in recent months, and she also shares a powerful insight about focusing on how you want to fill your day and how that should drive what you want to be.  Finally, she shares “the worst year of my life” while she wrote a book and how valuable that book has been for her personally and professionally.

After successfully getting a business off the ground, today’s Ask an Expert started struggling in 2013.  To help turn things around they started adopting the principles of Verne Harnish’s book, Scaling Up.  Things turned around so quickly, and with such great results, he started a coaching business, Elevation, as a certified scaling up coach helping businesses quickly turn things around.

Shawn shares insightful and actionable tips from how to better evaluate your talent, what he sees as the biggest mistakes companies are making as they pivot right now and how keeping the focus on your customer and their experience can help solidify your brand for years to come.

70% of the 30 most transformative innovations have been created by employees within companies, not entrepreneurs.  Today’s Ask an Expert guest Kaihan Krippendorf, Founder and CEO at Outthinker, explains how organizations should look for patterns from companies that are bucking the traditional status quo.  He also talks about why it's just as important to market internally vs. externally and how important it is for organizations to not just think about the virtual marketplace, but why they shouldn’t view it from traditional viewpoints.  Finally, Matt Damon’s name makes a cameo with a valuable lesson on creating large exposure.