Customers First Podcast

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!

 

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!

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 Together  

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!

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!

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: @joseeganem  

Tacey'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!

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 Boardroom  

Tacey'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!

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: @therealandrealeigh  

Tacey’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!

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 Communication  

Pete’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!

Festival Season is the best time for us to revisit our Conversation with Melanie Jones, an art curator, Disney enthusiast, and Owner of Chapter Three Art and Disney Festival of the Arts expert, as they discuss this week’s topic: “Festivals and Art Need to Be Emotion-Evoking Experiences.” 

In this episode of the Customer’s First Podcast, Melanie shares her passion for art and her journey in forming Chapter Three Art. It all started with her collection of Beauty and the Beast memorabilia, which sparked her admiration for artists and their ability to evoke emotions through their work. Chapter Three Art became a platform for Melanie to introduce others to Disney and other types of art and share stories from fellow collectors. Through this endeavour, Melanie has formed strong relationships with artists and has become an integral part of their creative process.

The conversation then delves into the Festival of the Arts, which initially started as the Festival of the Masters and has now blossomed into a month-long event. The Festival offers various activities such as art exhibits, merchandise, food, meeting the artists, live painting, acrobatics, chalk art, drawing classes, and more. Melanie emphasizes the interactive exhibits, including a paint-by-number mural where participants can contribute, sketching classes with Disney artists, live painting performances, and 3D chalk art. They both highlight the need for ample time to experience the Festival fully, as there is so much to see and do.

Melanie shares her experiences at the Festival, emphasizing the importance of meeting and conversing with the artists. Viewing the art in person and learning about the artist’s inspiration and techniques adds a deeper connection to the artwork. She highlights two artists Tacey is curious about: Michelle St. Laurent, a watercolour artist known for her attention to detail, and Michael Provenza, who utilizes points and filters light through his paintings. Melanie believes attending the Festival allows people to discover new art and artists they may have yet to discover otherwise.

Melanie further emphasizes the opportunity to meet new artists and purchase art at the Festival. The ongoing demand for art and the chance to reconnect with pieces from the past make it an exciting experience. They also discuss how the Festival’s level of service and experience can translate into other industries, such as hospitality.

Melanie shares her dreams of opening Chapter Three Art Cafe, a gallery space offering more than just art. She envisions a relaxing environment where people can enjoy art while sipping coffee or wine, with possible open mic or poetry reading nights. Melanie aims to create an ongoing experience for art enthusiasts rather than a limited-time event like the Festival.

The conversation shifts to Melanie’s experiences collecting Disney pins and attending pin events. She discusses her collection, which is focused on Beauty and the Beast and currently contains over 900 pins. Melanie expresses excitement for future adventures in the world of art and collecting.

Finally, Melanie shares her experiences living in Florida, close to the parks, and the opportunity to visit the Art of Disney at Disney Springs. She plans to interview and write about local and visiting artists throughout the year, further expanding her knowledge and connections in the art world. The episode concludes with a message to the listeners, encouraging them to attend the Festival of the Arts, even if they don’t plan on purchasing art, as it offers a chance to learn something new and have a transformative experience.

 

Timestamps:

0:01:40 Melanie shares her passion for art and Beauty and the Beast

0:05:03 Chapter Three Art opens doors for Melanie in the art community

0:10:46 Interactive exhibits at the Festival of the Arts

0:12:34 Live Painting, Chalk Art, and Photography Opportunities

0:14:08 The Importance of Experiencing Art and Meeting the Artists

0:23:07 The Magic of the Festival of the Arts

 

Melanie’s Contact Information:

Instagram: @chapterthreeart

Facebook Group: Chapter Three Art

Email: Melanie@ChapterThreeArt

 

Tacey’s Contact Information:

https://linktr.ee/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 Create the Magic!

In this week's episode, we are welcoming Neal Woodson back. For over twenty years, Neal Woodson has been helping people and organizations learn more about effective leadership and inspiring service, where they intersect, and how they can be leveraged to create better workplaces, customers, and personal lives.

Neal is a leadership and service expert and shares his journey to finding his passion in leadership and service. He emphasizes the importance of serving multiple stakeholders in a business, including customers, employees, investors, suppliers, and the community. By focusing on service excellence and building trusting relationships with all stakeholders, companies can achieve overall success, not just financial success. Neal highlights the mutual benefits of these relationships, where everyone contributes and receives value. He discusses the significance of creating a service culture within an organization, where leaders prioritize serving others and employees support each other. Neal shares a powerful example of a company he worked for that had a remarkable culture of service, where leaders prioritized the well-being of their employees during tough times, showing genuine care and empathy. He encourages listeners to assess their company culture, prioritize service, and constantly work towards doing good for others. He emphasizes the impact of small acts of kindness and how they can contribute to making the world a better place. Lastly, he leaves listeners with a simple yet powerful message: "Go do some good" and encourages them to spread positivity and kindness in their interactions.

 

Timestamps:

7:37: Building Value in Business Relationships 7:55: Importance of Trust and Adding Value in Relationships 9:15: Essential Truths in Relationships with Stakeholders 14:03: Shifting Mindset from Self-Interest to Service 20:17: Auditing Business for Success Formula Application 23:59: Cultivating a Service Culture for Success   Neal's Contact Information: Website: https://nealwoodson.net LinkedIn & Instagram: @NealWoodson Giving a $#!+ Book website: https://nealwoodson.net/gas/ Giving a $#!+ Book: Click for book link on Amazon  

Tacey's Contact Information: 

Website: www.taceyatkinson.com  

Social Media: @taceyatkinson

Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.

Remember:

Customer Centric Cultures Create Magical Customer Experiences.

Now Go Create the Magic!