Lynn Hunsaker is runs a consultancy called Clearaction.biz where  she helps organizations build enterprise-wide customer-centricity and ownership of customer experience innovation to live the brand promise and maximize customer profitability.

Lynn shares with us insights she has gained over the last 20 years of being an expert in customer experience and highlights some best practices of how we can develop customer centric behaviours. As a well known thought leader in the customer experience space, I felt humbled to have Lynn on the show.

Links:

Clearaction.biz

Bill Self has questioned the idea of what it means to be truly customer centric over the last 20 years? He has now created a book, philosophy and a community based on of having a customer centric mindset. His approach not only encourages you to think about how make the customer the centre of your business model but why you can't afford not to adopt this belief. Well, I for one bought into this customercentricity some time ago, but after listening to Bill hopefully you will too. Bill's new book Customer3D gives some great examples of the evolution of customer service and how every business manager can start to join this revolution that begins and ends with customers!

Links

Customer3D knowledge centre

Blog 

The Book

Paul spent some time chatting with me about his new book The Marketing Agency Blueprint. Paul is one of those people you just know is going to change the agency industry, infact he already is! A visionary, passionate, innovator and super sharp. Rarely do I get the honour to meet someone that is so authentic and has a life cause that I believe in.

From identifying key attributes of marketing agencies (nimble, tech savvy, measurement geekiness, open and collaborative) to new services and packages (consulting, training, publishning and software) Paul gives us gold in this interview. For any agency, marketer or small business it is must listen content.

Links:

Ted Talk mentioned

Google Research - Zero moment of Truth

Marketingscore

John DiJulius is an international consultant and best selling author of two books. Works with world class companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, PwC, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A and many more.

I spent some time with John discussing how he discovered his passion for creating awesome customer experiences and how we can leverage his knowledge and best practices as small businesses.

Visit John's site and learn more about how to make your small business the stand out choice for your customers by developing a customer experience that no one can replicate.

John English has successfully created and managed a number of small businesses of his own and has introduced entrepreneurship programs in several Australian Universities. He is the professor at the University of Tasmania, a Certified Practicing Accountant and consultant to small business and government. John's latest book,How to Organise and Operate a Small Business in Australia gives some great insights and a systematic approach to setting your business up for success. In this interview John shares some of those insights.

You can contact John on his email at:[email protected]

Claudia Bowman has a love for all things cheese. She has taken her passion and her serious education in the skill of making cheese to create McIntosh & Bowman Cheesemonger that focuses on cheese events, education and appreciation events. Just recently Claudia launched Ask The Cheese Monger App to cater for the volume of emails she receives from people's cheese questions. The app now has over 30,000 downloads and plans are to adapt it into a Anroid version.

Listen as Claudia shares her small business journey so far. If Australia's cheese trend is to follow America, Claudia is going to be even busier in the coming years.

It was my pleasure to interview Michael Neaylon Author of the True Brand Toolkit. This interview gives the small business owner some great insights into branding and some great resources.

Visit Michael's website at: www.mcme.com.au or purchase the book here.

Recently I was interviewed by a journalist and I made a recording. It is all about building a customer centric company. I go through the steps to create a customer centric company. 

Here is a flip book that explains the outlines some key steps in building your business

The Simple Marketing System is the process I use to help small businesses make better marketing decisions

Hugh Macfarlane runs MathMarketing. Math Marketing provides sales and marketing consulting to businesses across Australia and around the world. A keynote speaker and author of The Leaky Funnel, Hugh provides some great insights that small businesses can leverage.

He speaks about the customer buying path. How to ask the right questions about which buyers to focus on? How to improve your sales and marketing process and some great free resources on the Math Marketing website to start you on your way.

Today I went to drop my Honda off at a Honda Service Centre for a service. I wanted to share with you my experience so you can see the importance of customer service and that customer touch points give you the opportunity to build your brand or jeopardize it.

The way your customers experience their journey with you, especially in a service based business, is such a powerful way to build brand loyalty and devotion but so many businesses stuff it up.