Who says engineering and entrepreneurship can't mix?

In this episode of The Customer Service Revolution, John’s guest, Kerry Siggins, is the dynamic CEO of StoneAge Holding and has successfully bridged the gap between these two seemingly polar worlds. From her engineering background to the helm of a tech company, Kerry has charted an unconventional path laden with personal and professional hurdles. Tune in as she recounts her early days at StoneAge, the challenges of being a young CEO, and her journey through some dark post-college years.

Do you know what dopamine is? Kerry's candid talk about her battle with addiction and recovery will offer you a unique perspective on this chemical messenger. Her story takes a sharp turn with an overdose on Labor Day in 2006, the wake-up call she needed to set her life on a different course. Listen as she sheds light on the role of dopamine in addiction and how understanding and naturally increasing it can help overcome dependencies.

But there's more to Kerry's story. It's about the transformative power of personal responsibility, about cultivating an “ownership mindset.” She discusses how her personal experiences have informed her professional approach and the immense value they bring to leadership. Kerry stresses the importance of understanding what motivates individuals, celebrating their uniqueness, and being open to different perspectives. This is not just about overcoming addiction or running a company; it's about shaping your life, one decision at a time.

Are you ready for a profound conversation that combines science, business, and raw personal experience? Then this episode is for you.

Here are just a few takeaways:

• Kerry Siggins’ journey from engineering student to CEO, including the transition from manual tools to automated equipment and IoT
• Her post-college struggles, falling into substance abuse and hitting rock bottom on Labor Day in 2006
• The role of dopamine in addiction and how she learned to increase it naturally for a healthier lifestyle.
• The concept of an “ownership mindset” and the importance of personal responsibility in cultivating it
• Her journey to recovery and understanding of personal responsibility and how it reshaped her approach toward life and work
• Understanding what motivates people, acknowledging their individuality, and being open to different perspectives
• How taking ownership of your life is the only way to empower yourself to create the life you want

Resources mentioned:

www.thedijuliusgroup.com

thedijuliusgroup.com/the-customer-service-revolution-podcast

customerservicerevolution.com

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/cx-executive-academy-online

www.kerrysiggins.com

www.amazon.com/Ownership-Mindset-Handbook-Transforming-Leadership/dp/1637554346

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***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Prepare to harness your potential and rip through barriers that have held you back. Get ready to learn from high-performance coach, speaker, author, and founder of multiple coaching programs, Brett Eaton, as he guides us through his unique strategies that have propelled countless clients toward their greatest achievements.

Brett's approach to high-performance coaching, grounded in his personal journey from sports to coaching, is a testament to the transformative power of wellness, self-care, and a solid support system.

With Brett, John explores the concept of playing life on offense. This isn't about aggressively seizing every opportunity but being proactive, taking ownership, and being responsible for your personal journey. Brett and John discuss the importance of accountability and standards - not just from within but from those who surround us. Brett's insights into cultivating a culture of accountability will revolutionize your personal and professional life. 

Beyond accountability, Brett emphasizes the power of gratitude and self-reflection, sharing the practices that have helped him and his clients grow. He takes us through his five-step playbook for taking control of all areas of life, discussing the power of clearly defining goals, visualizing success, and setting tangible reminders to stay on track.

As we wrap up, Brett reminds us to turn setbacks into opportunities, a mantra that has seen him build his legacy of greatness.

Here are just a few takeaways:

• Brett’s philosophy on the concept of playing life on offense – being proactive, taking ownership, and responsibility for your personal journey
• The importance of accountability and setting standards not just within but also for those who surround you to achieve high performance in life
• The power of gratitude and self-reflection in personal growth, with Brett sharing practices that have helped him and his clients grow
• His five-step playbook for taking control of all areas of life that encourages listeners to take ownership and responsibility and be proactive in their decision making
• Brett’s experience helping clients define their goals, the power of visualizing success, and the benefits of setting reminders to stay on track
• Why you should look at setbacks as opportunities, a mantra that has helped Brett build his legacy of greatness
• Brett’s advice on how to stay on track and achieve goals and the importance of surrounding yourself with people who have high standards and will hold you accountable

Resources mentioned:

www.thedijuliusgroup.com

www.thedijuliusgroup.com/the-customer-service-revolution-podcast

customerservicerevolution.com

thedijuliusgroup.com/project/cx-executive-academy

www.thedijuliusgroup.com/project/cx-executive-academy-online

www.motivatedbybrett.com

www.linkedin.com/in/motivatedbybrett

Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

***

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Imagine transforming how you handle customer service from a necessary part of the business to a moment that truly matters to the client. Sounds intriguing, doesn't it?

In today's episode of The Customer Service Revolution, John welcomes Kevin Sloan, executive vice president of the branch network at KeyBank. You'll discover the revolutionary approach to customer service that sets KeyBank apart in the banking industry.

Kevin takes us through the journey of KeyBank's “Moments Matter” initiative, a transformational client experience project. He presents the essence of their initiative - the three pillars - head, heart, and hero, and how focusing on these aspects has enabled their team members to forge meaningful connections with their clients. From the intricacies of team selection for the steering committee to maintaining legacy phrases while ushering in new terminologies, Kevin gives a detailed account of their process, successes, and even the challenges they faced.

With Kevin's insights, you'll learn how to bring about a cultural shift in your organization, making every client interaction a moment to remember. From the importance of tying the client experience to strategy and starting small to considering sustainability, Kevin shares impressive advice for anyone looking to launch a successful customer experience project. Plus, we delve into the creative ways KeyBank ensured engagement and tracked progress while implementing their project.

Get ready to revolutionize your approach to customer service, courtesy of Kevin Sloan and KeyBank's incredible journey.

Here are just a few takeaways:

• Kevin’s insights into KeyBank's client experience transformation called “Moments Matter”
• The three core pillars of KeyBank's initiative - head, heart, and hero - and how focusing on these elements enables their team members to create meaningful moments for their clients
• KeyBank’s strong commitment to consistent customer service, irrespective of the customer interaction platform, be it branches, the contact center, or other channels
• How the steering committee was carefully chosen to represent diverse roles and perspectives, including those of front-line, client-facing employees
• The “Moments Matter” initiative’s focus on improving the internal teammate-to-teammate experience
• The use of innovative tactics like harnessing the power of an LMS to track participation and fostering a culture of recognition to promote engagement and attendance in the initiative

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

customerservicerevolution.com

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/cx-executive-academy-online

www.thedijuliusgroup.com

Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

What does it really mean to listen to your customers and harness the power of their voice?

In this week’s episode of The Customer Service Revolution, John had the pleasure of discussing this fascinating topic with Leslie Pagel, Chief Evangelist of Authentics. Leslie offers her unique insights into the Voice of the Customer (VoC), its differences from customer satisfaction surveys, and the importance of listening at scale to unsolicited feedback. She also shares some advice for businesses interested in leveraging customer conversations to drive improvements and revolutionize their operations.

But that's not all! Leslie and John dive into machine learning and its impact on customer service. They explore the "eddy effect" – a powerful machine learning model that detects when customers are stuck in their journey – and alerts businesses to take action. Plus, we discuss the potential of chat GPT for customer service, the value of leveraging AI, and the need to appreciate customer conversations as a precious data source.

Don't miss this conversation that will change how you approach customer service!

Here are just a few takeaways:

• Unlocking the power of customer conversations through the Voice of the Customer (VoC) methods and distinguishing it from customer satisfaction surveys.
• Listening at scale and leveraging unsolicited feedback for business improvement and growth.
• Utilizing machine learning and AI, such as the "eddy effect" model, to identify and address customer pain points in their journey.
• Exploring the potential of ChatGPT technology for customer service and the importance of using accurate data for AI training.
• Encouraging businesses to be curious about customer interactions and considering AI and machine learning to enhance customer experience at scale. 

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

customerservicerevolution.com

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/cx-executive-academy-online

authenticx.com

www.linkedin.com/in/lpagel

www.thedijuliusgroup.com

Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

What's the secret to building lifelong relationships and turning bad luck into good fortune? Join John as he chats with the incredibly likable Eddie Cheyfitz. Eddie shares his inspiring journey from working in a grocery store to becoming a successful sales executive and eventually founding his nonprofit, Believe in Dreams. Eddie reveals the power of curiosity in building lasting connections and how he used these bonds to rise through the ranks at Nestle and, later, fulfill underprivileged children's dreams.

Eddie's determination and strong networking skills paved the way for his successful sales career and helped him and his wife, Kathy, maintain an incredible relationship for over 50 years despite facing the two biggest challenges in a marriage. Listen as Eddie shares his unique approach to building rapport with others using the Ford Family, Occupation, Recreation, and Dreams model and how you can apply it to your own life to forge meaningful connections.

Finally, hear the heartwarming story of how Eddie's passion for helping others led him to create Believe in Dreams, a nonprofit that has already fulfilled over 600 dreams for underprivileged children. Eddie's unwavering dedication and willingness to reach out to others have been instrumental in the organization's success, proving that genuine connections and a little curiosity can go a long way.

Here are just a few takeaways:

• How Eddie Cheyfitz's journey from grocery store worker to successful sales executive and nonprofit founder demonstrates the power of networking and building strong relationships
• The use of curiosity and genuine interest in others to create connections, leading to opportunities in his sales career and founding Believe in Dreams
• The “human bonding definition” is his secret sauce for building strong interpersonal relationships, using the Ford Family, Occupation, Recreation, and Dreams model.
• Believe in Dreams was founded after Eddie encountered Lacey, an 11-year-old girl in need of a positive experience, inspiring him to help others and give back
• The growth of Believe in Dreams from eight fulfilled dreams to over 600 through networking, connecting with people, and the support of his team

Resources mentioned:

www.thedijuliusgroup.com

thedijuliusgroup.com/the-customer-service-revolution-podcast

customerservicerevolution.com

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/cx-executive-academy-online

www.linkedin.com/in/eddie-cheyfitz-501566130

believeindreams.org

Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

John recently had the incredible opportunity to chat with Shep Hyken, a true expert in the customer service and experience world and a best-selling author. They discussed the current landscape of customer service and its crucial role in building customer loyalty.

Their conversation led them to explore the fascinating statistics from the 2023 ACA study, revealing that customers are willing to pay more for excellent service and the significant impact convenience has on satisfaction and loyalty. Shep also shared insights from his latest book, "I'll Be Back: How to Get Customers to Come Back Again and Again," outlining a six-step process for creating loyal, lifelong customers. John and Shep even tackled the concept of price irrelevance and how an exceptional experience can make price a secondary concern for customers.

John and Shep reflected on the importance of trust, emotional connection, and authenticity in cultivating customer loyalty. Their discussion was filled with tips and actionable advice for anyone looking to revolutionize their customer service and stand out in today's competitive marketplace.

Here are just a few takeaways:

• Customer Loyalty and CX Importance
• Customer Service and Price Irrelevance
• Improving Customer Experience and Loyalty
• Reflections on Life and Friendship

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

customerservicerevolution.com

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/cx-executive-academy-online

hyken.com

hyken.com/research

hyken.com/book/ill-be-back

www.thedijuliusgroup.com

Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

If you’re paying attention, you can find examples of leadership skills almost anywhere in life. From playing football to working in a corporate environment, good leaders stand out and inspire those around them to follow their lead.

What makes a good leader? What skills do they have that make them someone worthy of looking up to? One fundamental characteristic is that they know how to make decisions and move forward without regret.

In this episode of The Customer Service Revolution, John welcomes Admiral Thomas Lynch to talk about what he learned during his time in the Navy about leadership as well as his time on the football field. After a decorated 32-year career in the Navy, Admiral Lynch retired to work in the private sector as a senior-level executive for multiple large corporations. He also serves as Co-Chairman of the NewDay USA Foundation.

Admiral Lynch’s extensive experience both in the military and Corporate America gives him a unique perspective on leadership and what creates a great leader. You don’t want to miss his advice for people who want to become leaders both at work and at home.

Here are just a few takeaways:

• Admiral Lynch’s background as a career Naval officer, football player, and in corporate America
• The impact of the Navy on his life and what “shipmate self” means
• What NewDay USA is and Admiral Lynch’s involvement with it
• His relationship with Roger Staubach and what made Roger an excellent example of leadership
• How leaders can be trained to have an army of employees who will do whatever it takes to help reach their goal
• Applying ship, shipmate, and self to your family
• Admiral Lynch’s advice for people who want to become more selfless

Resources mentioned:

www.thedijuliusgroup.com

thedijuliusgroup.com/the-customer-service-revolution-podcast

customerservicerevolution.com

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/cx-executive-academy-online

Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Customer service is often seen as a “soft skill,” something nice to have but not necessary for a business to run well. It’s an afterthought, and this is especially true for small businesses.

When small businesses can learn customer service skills from larger ones, the business owners can see them flourish and thrive. You’re delivering a high level of service in what may be an unexpected environment. It takes an everyday experience and transforms it into a special one.

In this episode of The Customer Service Revolution, John interviews Hank Ebeling, owner of H4 Training, author, and podcast host, about how he took an ordinary gym experience and turned it into an extraordinary one. Hank learned about customer service early in his career from his manager in Las Vegas and injected that experience into his business.

Hank understands that offering customers a high level of service on the precipice of leaving can retain them. By cultivating this kind of culture in his business, he’s created a thriving gym with a team that instinctively knows how to serve their clients above and beyond.

Here are just a few takeaways:

• What Hank’s first managers at a gym he worked at taught him about creating an excellent customer service experience and how he transferred that to his business, H4 Training
• How he built credibility as an expert in his field and why working in the industry provided an advantage
• The difficulties small businesses face in offering world-class customer service and the lessons they can learn from larger businesses
• His book, Crushing the Competition, and the LTS method he outlines in it
• How Hank finds the “superhero” team members and identifies the attributes that make them superheroes
• The three Cs--care, commitment, and community--that make up his service vision
• Some interview questions he uses to find team members who represent the culture and how a self-audit can pinpoint roadblocks to delivering high levels of service
• Why customer service skills are an intelligent business strategy

Resources mentioned:

www.thedijuliusgroup.com

thedijuliusgroup.com/the-customer-service-revolution-podcast

customerservicerevolution.com

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/cx-executive-academy-online

LinkedIn - www.linkedin.com/in/hank-ebeling-9b603655

Instagram - www.instagram.com/hankebeling

Hank's Book - www.amazon.com/Crushing-Competition-Service-Entrepreneurs-Outstanding/dp/B08P6G6YFV

Success Trails Podcast - podcasts.apple.com/us/podcast/success-trails-podcast/id1491010186

Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Creating actionable marketing strategies and ideas can make all the difference in getting your business noticed. But not all marketing is created equally, so you have to know what types apply to your particular enterprise.

Today, digital marketing is what most people think of when they think about marketing. It includes social media platforms, email marketing campaigns, and even display ads on websites like CNN or Fox News.

In this episode of The Customer Service Revolution, John welcomes guest Anthony Milia, owner of the award-winning digital marketing firm Milia Marketing in Cleveland, Ohio, and bestselling author of the book Marketing Magnifier. Anthony helps small- and medium-sized businesses get the best ROI for their marketing investment by shedding light on their sales and marketing challenges, helping them raise the bar, and setting the standard in digital marketing performance.

Anthony reveals his secret to finding the right marketing recipe for businesses. Additionally, you’ll hear what makes his book stand out from other marketing books, how to determine where your marketing dollars should go, and the tools he recommends you have to improve or add to your marketing tech stack.

Here are just a few takeaways:

• What Anthony’s book is about and what business owners can learn about marketing from his writing
• The various forms of digital marketing and the role of ads in search engine optimization (SEO) for localized advertising
• What remarketing and retargeting are, and how display ads work
• How Anthony helps the client determine where their marketing dollars should go and the differences between B2C and B2B marketing
• Some of the mistakes business leaders make with marketing
• The tools he recommends businesses add to improve or add to their marketing tech stack

Resources mentioned:

www.thedijuliusgroup.com

Purchase Marketing Magnifier on Amazon or listen on AudibleWebsite: Miliamarketing.comLinkedIn: https://www.linkedin.com/in/anthonymilia/

CallRail: https://www.callrail.com/

The Customer Service Revolution Podcast

The 2023 Customer Service Revolution Conference

Customer Experience Executive Academy

Customer Experience Executive Online Academy

Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

You're missing out if your company isn’t creating an experience for its female shoppers. Female shoppers influence 86% of all household spending. Worldwide, they control and influence $43 trillion of spending.

Companies often neglect their female demographic, catering to their male shoppers' more utilitarian needs and desires. Making minor adjustments could attract more female shoppers and add more revenue to your bottom line.

In this episode of The Customer Service Revolution, John welcomes best-selling author and highly-sought speaker Katie Mares to the show. Katie has inspired audiences around the world to think differently about the female consumer, customer experience, and leadership. She’s worked with globally-recognized brands, including Honda, Volvo, Celebrity Cruises, and Canada Post. Her new book, CustomHer Experience, focuses on improving the branding and customer experience for female consumers.

You’ll hear how you can cater your sales experience to the male and female demographics, why relationships matter to female buyers, and how doing an audit of your customer experience can show you where your female customers are being left out of the equation.

Here are just a few takeaways:

• Why Katie wrote her book CustomHer Experience and how companies are missing the mark when it comes to female consumers
• The differences between male and female customers and how to cater the sales experience to each demographic
• The importance of brand relationships for female shoppers and the role of the limbic brain in the shopping experience
• How an audit of your customer experience can show you where your female customers are being left out of the equation and where adjustments need to be made
• The role of consumer personas in marketing and the hedonic experience
• The different stages of life female shoppers experience, how it influences their discretionary income, and why they influence three or four generations of spending

Resources mentioned:

www.thedijuliusgroup.com

Katie Mares' website

CustomHer Experience book page

Find the book on Amazon

Katie’s Instagram

Kate on LinkedIn

Email Katie

thedijuliusgroup.com/the-customer-service-revolution-podcast

customerservicerevolution.com

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/cx-executive-academy-online

Follow and Review:

We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.

EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.