By Tacey Atkinson
5
2121 ratings
The podcast currently has 185 episodes available.
On this episode of the Customers First Podcast, Tacey welcomes back Eric Stone, the founder of ClearPath Ventures and author of "Jumpstart Your Workplace Culture. A Roadmap for Igniting High Performance." Eric delves deep into the essence of workplace culture and high performance, shedding light on the principles that can lead organizations toward success.
The heart of the conversation focuses on defining company culture. Eric mentions that culture is essential "behaviours in action"—the alignment between stated values and actual organizational behaviours. This distinction is crucial as we explore how culture can significantly influence an organization's ability to execute its strategies effectively. Eric emphasizes that a company's culture can only be assessed by observing behaviours when leadership isn't present, highlighting the true character of an organization's environment.
We touch upon the importance of getting "in the trenches" with teams—a practice Eric advocates for to gain valuable insights that might otherwise go unnoticed. He lays out three key practices: listening, observing, and learning. This approach helps leaders connect with their teams and creates a feedback loop that strengthens the organization's culture. He stresses that the clarity of mission, vision, and core values must guide every decision made within an organization.
One of the standout discussions is around overcoming obstacles within workplace culture, where Eric introduces the idea of being a "distraction catcher." He explains that successful leaders must buffer their teams from unnecessary noise, enabling them to focus on achieving key initiatives.
Eric's wealth of knowledge and experience equips listeners with actionable strategies for cultivating vibrant workplace cultures. His insights reinforce the idea that a customer-centric culture is beneficial for clients and integral to internal success, urging leaders to create environments that inspire and empower their teams.
Timestamps:
3:40: Understanding Company Culture
8:49: The Role of Culture Carriers
12:18: Roadmap Summit Essentials
Eric's Contact Information:
Website: https://clearpathventures.com
LinkedIn: @eric-stone-clear-path
Book Link: Amazon Link to Book
Tacey's Contact Information:
All Social Media: @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 Spread the Magic!
On this episode of the Customers First Podcast, Tacey engages with Jaime Valle, an accomplished customer experience consultant with a robust finance and computer engineering background. Jaime shares his extensive career journey, highlighting his lifelong dedication to customer service across various industries, including finance and pharmaceuticals.
We delve into the challenges of customer feedback mechanisms, particularly the phenomenon of customer fatigue caused by overwhelming surveys. Jaime articulates how companies often inundate customers with requests for feedback, leading to abysmally low response rates—often hovering around 5%. He stresses the importance of strategic communication, emphasizing that a thoughtful approach can enhance engagement without exhausting customers.
Throughout our conversation, Jaime emphasizes the importance of clarity and precision in data collection. He shares practical tips to enhance the effectiveness of surveys, such as asking direct questions about transactional satisfaction rather than ambiguous brand-related inquiries. He also highlights the significance of incorporating a neutral option in surveys, ensuring customers can express their true feelings without being forced to take a side.
This episode offers rich insights into the art and science of customer experience, emphasizing the importance of thoughtful analysis, strategic communication, and the vital role of customer feedback in driving business success. Jaime's expertise and passion for customer-centricity shine throughout our discussion, making it a valuable listen for anyone looking to enhance their organization's approach to customer experience.
Timestamps:
6:14: Risks of Over-Surveying 11:36: Moments of Truth in Customer Journeys 14:56: Utilizing Data Without Surveys 26:11: Understanding Net Promoter Score Jaime's Contact Information: LinkedIn: https://www.linkedin.com/in/jaimevuk/ Email: [email protected]Tacey's Contact Information:
All Social Media: @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 Spread the Magic!
This episode of the Customers First Podcast features an insightful conversation with Laura Richard, a principal at Level 5 Consulting. Her significant contributions to customer-centricity and leadership in consulting have been widely recognized. Laura articulates the importance of customer experience as a core driver of business success, highlighting her belief that genuine customer connection stems from deeply understanding their needs and expectations.
Laura introduces us to the concept of customer centricity and shares her insights on the seven dimensions that define this approach. She emphasizes the need for organizations to promise value to their customers and consistently deliver on that promise.
Laura discusses the continuous evolution of customer experience and shares her framework for improvement. This framework underscores the necessity of gathering voice-of-customer insights and fostering cross-functional collaboration.
We further delve into Laura's customer-centric maturity model, focusing first on the promise aspect and its three core dimensions:
Transitioning to the performance side, Laura highlights four critical dimensions:
This episode is a rich resource for anyone interested in elevating their organization's customer experience through a strategic, consistent, and collaborative approach. It ultimately embraces the belief that magic happens when organizations prioritize customer centricity.
Laura's Contact Information:
LinkedIn: @laurakrichard
Take Level5’s customer centricity maturity survey: https://www.research.net/r/L5CxMaturity. This will provide you with a free personalized report.
Tacey's Contact Information:
All Social Media: @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 Spread the Magic!
On this episode of the Customers First Podcast, Tacey explores customer journeys with Shaun Whynacht, founder of Blue Cow Marketing. With over 12 years of experience simplifying businesses' marketing efforts through automation and customer journey optimization, Shaun brings a wealth of knowledge and strategies to the table. They explore how marketing automation helps companies enhance their customer experiences.
The conversation shifts towards understanding the importance of crafting seamless customer journeys. Shaun presents a compelling analogy of viewing the customer journey as a road trip, emphasizing the various paths customers may take, from first learning about a business to making a purchase. He stresses that businesses must plan the ideal customer experience and recognize that not every customer travels the same route. Shaun argues for the importance of accommodating various touchpoints and potential roadblocks, likening the process to creating a magical experience akin to a Disney theme park.
Shaun elaborates on the quintessential idea that a consistent customer journey drives customer retention and loyalty. He shares practical insights on how a mapped-out customer journey can help maintain quality across interactions and empower businesses to scale effectively.
As the discussion progresses, they delve into Shaun's seven-step strategy to elevate the customer experience. Each step—from knowing your customer to personalizing interactions and over-delivering on expectations—unfolds with real-world examples from Shaun's extensive career. He emphasizes the value of personalization in enhancing customer experiences and underscores the necessity of listening to customer feedback. This feedback loop is integral to refining the journey and ensuring businesses remain aligned with their customers' evolving needs.
This episode is packed with actionable insights and lively conversation. It aims to help businesses enhance their customer experiences and ensure that every interaction aligns with the values of customer-centric cultures.
Shaun's Contact Information:
Website: https://www.bluecowmarketing.ca/
LinkedIn: @shaunwhynacht
Instagram: @bluecowmarketing
Tacey's Contact Information:
All Social Media: @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 Spread the Magic!
On this episode of the Customer's First Podcast, we dive deep into the world of customer experience with the returning guest, Samantha Irwin, a renowned small business customer experience consultant and the founder of the Power of People Training Academy. Samantha brings her wealth of knowledge from years of experience in the hospitality industry and her passion for uplifting individuals to share insights that help businesses create magical customer experiences. As we delve into the core of customer experience, Samantha emphasizes that the journey begins with the employees. She advocates for a mindset shift among leaders to prioritize and empower their teams, enhancing customer service. With a focus on always being in hiring mode, she shares invaluable strategies for attracting and retaining high-performing employees. This proactive approach ensures businesses are never in a rush to settle for hires that might not align with their company culture. Samantha elaborates on the attributes of A players, highlighting the need for initiative and drive as critical factors when selecting potential employees. Moreover, we explore the connection between employee satisfaction and customer loyalty. Samantha passionately discusses how understanding each team member's qualities can streamline the hiring process and boost morale. She shares tools like creating a culture deck that helps leaders cultivate an environment where employees feel valued, leading to enhanced customer experiences. By reverse-engineering the hiring process and focusing on cultural fit, Samantha illustrates how businesses can build a robust team that embodies their values. As the episode wraps up, Samantha encourages leaders to continuously evolve their understanding of staff motivations and customer experience strategies. Businesses can retain top talent and deliver extraordinary customer service that drives loyalty by promoting an ongoing dialogue within their teams and incorporating feedback and innovative training resources. Samantha's Contact Information:
Website: https://kaizen.zone
LinkedIn: @samanthairwin
Instagram: @samantha_kaizen
link for the Creating a Culture Deck (discount code CULTURE): https://kaizen.zone/creating-a-culture-deck/
Tacey's Contact Information:
All Social Media: @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 Spread the Magic!
On this episode of the Customers First Podcast, we're joined by Karen Evers, the founder of HumanSmarts, a transformative human resources consultancy focused on revitalizing HR for small businesses. After 25 years in corporate HR, Karen experienced burnout and recognized a gap in the market for authentic, people-centric HR solutions. Since launching HumanSmarts, she has partnered with startup founders and small business owners across the USA, helping them cultivate thriving workplace cultures.
Karen shares that HR can be more than just compliance and risk management. She doesn't just preach a human-centred approach to HR and employee experience; she equips entrepreneurs with the practical tools and strategies to implement it. She emphasizes creating a work environment where people feel valued, leading to improved business outcomes.
Throughout our conversation, we delve into how traditional HR practices have become dehumanized and discuss the psychological impact this has on employees. Karen highlights that the increasing focus on compliance has drawn individuals to HR who may prioritize rules over relationships, leading to the loss of the authentic human connection that should be at the heart of HR. By focusing on empathy and genuine understanding, organizations can foster a culture that retains and attracts top talent.
Karen provides compelling examples of how small organizations can transform employee experience to match their culture and values. We also discuss the vital connection between employee satisfaction and customer experience. Karen passionately advocates for treating employees as internal customers, as their happiness and engagement directly influence the service they provide to clients. By humanizing the workplace, businesses enhance employee experiences and position themselves as employers of choice in a competitive talent landscape.
This enlightening discussion with Karen is not just a call to action; it's a wake-up call for all business leaders. It's time to reassess your HR practices and embrace the power of human connection within your organizations. The future of your workplace culture and business outcomes depends on it.
Karen's Contact Information:
Website: HumanSmarts
LinkedIn: @klevers
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!
On this episode of the Customer's First Podcast, host Tacey Atkinson welcomes Clint Rush, a multifaceted leader with an impressive background, including an award-winning executive, a decorated combat veteran, and a Lean Six Sigma Black Belt. We delve into Clint's journey, which began at the University of Wisconsin and then took a significant turn following the events of 9/11, which motivated him to join the Army. His military service paved the way for a diverse career in the private sector, including roles in operations, quality, business development, and more. Clint reflects on his transitions from military to civilian life and how each experience has shaped his approach to leadership.
Clint shares insights from his time managing a logistics company during the tumultuous period of the COVID-19 pandemic. He emphasizes that overcoming challenges in unprecedented times fosters innovation and provides a unique opportunity to place the customer at the center of business strategy. He acknowledges the complexities of leadership, particularly during crises, and expresses the importance of creating meaningful experiences that stand out in difficult times.
The conversation seamlessly shifts to foundational leadership qualities as Tacey and Clint explore what distinguishes a true leader from a mere people manager. Clint articulates that, at its core, leadership is about setting a clear destination and facilitating others' journeys to get there. He highlights the critical role of trust-building within organizations and asserts that vulnerability and transparency about one's shortcomings are vital to fostering a trustworthy environment.
Clint also candidly addresses why first-time leaders often struggle, attributing their challenges to fear and the pressure to perform perfectly. He encourages new leaders to embrace their fallibility and view setbacks as opportunities for growth, both personally and within their teams. Drawing parallels between leadership and personal experiences, Clint emphasizes patience as a critical trait for influential leaders, asserting that cultivating a robust team culture takes time and consistent effort.
This enriching episode serves as a reminder that effective leadership is rooted in trust, transparency, and genuine care for one’s team while also inviting listeners to foster their own customer-centric cultures. Tune in to gain valuable insights into effective leadership and the magic of creating memorable customer experiences.
Timestamps:
10:49: Building Trust in Organizations 14:43: The Importance of Vulnerability in Leadership 16:15: Overcoming Fear as a First-Time Leader 20:30: Differentiating Yourself as a Leader Clint's Contact Information: Website: https://clintrusch.com LinkedIn: Clint RuschTacey'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!
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 TogetherTacey’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!
The podcast currently has 185 episodes available.