Customers First Podcast

On this episode of the Customers First Podcast, we welcome Damon Lembi, a seasoned leader in the learning and development space, as we delve into the intricacies of building a customer-centric culture through effective leadership. As the CEO of Learn It, a live learning platform that has empowered over 2 million learners, Damon brings a wealth of knowledge from his sports and business backgrounds. Our conversation revolves around fostering an organizational learning culture and how this can drive personal and organizational growth.

A key theme in our discussion is the concept of a "learn-it-all" culture versus a "know-it-all" mindset. Damon emphasizes that fostering an environment where employees feel safe to experiment, fail, and learn is vital to success. He discusses how leaders must model this behaviour by being vulnerable and sharing their learning journeys, thus encouraging team members to engage in their growth. He underscores authentic leadership as creating a space where everyone can thrive and innovate, enhancing customer experiences.

We also explore the crucial role of mentorship in nurturing a learning organization. Damon explains that internal mentorship programs can bridge knowledge gaps and facilitate cross-departmental understanding, breaking down silos critical for collaboration. Additionally, he discusses the reciprocal nature of mentoring, highlighting how leaders often learn as much from their mentees as they teach, further enriching the learning environment.

Our conversation touches on the ever-changing work landscape, emphasizing the need for leaders to develop learning agility—the ability to learn, unlearn, and relearn. Damon stresses that as the world evolves, so must the skills and processes we rely on, urging leaders to embrace change rather than resist it. The rise of artificial intelligence is also addressed, with Damon encouraging listeners to engage with emerging technologies to remain relevant in tomorrow's workforce.

As we conclude, Damon shares actionable insights on creating a feedback-rich environment where trust and open communication flourish. He reminds us that self-awareness is foundational to effective leadership and decision-making. Leaders can better engage with their teams by peeling back the layers of self-awareness, leading to more authentic interactions.

Damon's Contact Information:

Website: thelearnitallleader.com

LinkedIn: @damonlembi

Book Link: The Learn It All Leader

Tacey's Contact Information:

Website: taceyatkinson.com

LinkedIn: @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 Customers First Podcast, I engage in a transformative conversation with Katherine Lazaruk, an internationally certified image consultant and leadership coach. Katherine's journey from a professional opera singer to a sought-after keynote speaker and consultant is fascinating and deeply inspiring. We dive into her motivations for writing her book, "Executive Being: Humanizing Business, One Leader at a Time," and her passion for helping leaders embody their true potential in presence and character.

Katherine recounts her career journey, revealing how traditional roles in the arts led her to discover that those paths did not suit her vibrant, multifaceted personality. After a life-altering health scare, she found clarity in her vision for the future, ultimately leading to her founding her consulting firm. She passionately discusses the intersection of leadership and authentic self-presentation, highlighting how she assists her clients in not only looking like leaders but also embodying leadership qualities.

One of the key principles we explore during our discussion is the idea of "whole person, whole presence." Katherine emphasizes the importance of leaders embracing their complete selves in the workplace. This holistic approach allows leaders to connect with their teams deeper, fostering trust and authenticity.

Throughout the episode, Katherine shares her insights on image consultancy misconceptions—addressing the often superficial stigma associated with the field. She dispels the notion that image and authenticity are mutually exclusive, reinforcing that effective presence accounts for authenticity and intentionality.

As we wrap up, Katherine offers valuable advice to leaders across various levels, encouraging them to reflect on their paths and contributions in the workplace. Her insights inspire all listeners to elevate their engagements with colleagues and clients by recognizing the value of authenticity and human connection.

Katherine's Contact Information:

Website: https://lzrkconsulting.com

LinkedIn: @katherinelazaruk

Book Link: Executive Being: Humanizing Business One Leader At A Time

Tacey's Contact Information:

Website: taceyatkinson.com

LinkedIn: @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 Customers First Podcast, I speak with Diane Yarborough, the driving force behind Castaway & Company. We delve into the transformative nature of customer-centric cultures. Diane brings over twenty years of invaluable experience from her time at Disney, where she honed her skills in shaping leaders and cultivating cultures that inspire employees and customers.

Diane shares her fascinating journey in her early career at Disney, starting as a college intern and growing through various roles that deepened her understanding of the guest experience. She recounts her initial exposure to the operational side of hospitality, which evolved into a broader perspective on service excellence as she took on leadership roles. Through her experiences, particularly at Walt Disney World and the Disney Cruise Line, Diane reflects on how guest interactions shaped her insights into organizational dynamics and the critical importance of a customer-first mindset.

Throughout our discussion, Diane underscores the significance of intentional hiring and training processes, particularly within the high-stakes environment of the Disney Cruise Line, where a diverse crew must consistently deliver exceptional guest experiences. She emphasizes that the key to fostering a thriving customer-centric culture is equipping leaders to set clear expectations and model behaviours that align with organizational values.

We explore the concept that nurturing the employee experience directly correlates with enhancing customer satisfaction. Diane argues that when leaders prioritize their team's well-being and development, it translates into a positive atmosphere that improves service delivery. Organizations can cultivate an environment that attracts talent and ensures long-term loyalty among employees and customers by focusing on leadership relationships and the overall employee lifecycle- from recruitment to offboarding. Join me as we uncover the intricacies of building an organizational culture steeped in customer-centric values.

Diane's Contact Information: LinkedIn: @dianeyarborough Website:castawayandcompany.com Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: 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 Customers First Podcast, I had the privilege of engaging with Delphia Howes, an esteemed leader in human resources, diversity, and inclusion. With over two decades of experience, Delphia has built a remarkable career and is also the author of "Including You: Leading Inclusion from Where You Are." We delved into the transformative power of diversity and inclusion (D&I) in organizational settings and how understanding these concepts is crucial for building successful teams and fostering an optimal workplace culture.

Throughout our conversation, she emphasized that true inclusion begins with individuals taking personal responsibility, actively embracing underrepresented voices, and recognizing the wealth of experiences that diversity brings.

As we navigated the core values of inclusion, Delphia eloquently articulated how each person's sense of belonging correlates to organizational success. She explained the difference between diversity and inclusion, emphasizing that having diversity without inclusion renders the former ineffective. Inclusion ensures that individuals feel valued and that their unique contributions are recognized and welcomed. Her insights highlighted the detrimental effects of exclusion on workplace morale, productivity, and retention. We discussed how innovation stems from a mosaic of experiences and how a homogeneous workforce limits an organization's potential for problem-solving and growth.

Furthermore, we addressed the often misunderstood nuances of unconscious bias, with Delphia encouraging listeners to confront their biases openly. Leaders are responsible for fostering vulnerability and open dialogue, cultivating trust and deepening team members' relationships.

Delphia's success and advocacy serve as a beacon for those eager to create authentic, customer-centric cultures that lead to magical experiences. The insights shared in this episode are invaluable for anyone looking to understand the true essence of D&I and how to implement these strategies effectively in their organizations.

Delphia's Contact Information:

LinkedIn: Delphia Howze

Website: DHowze Solutions

Book Link: Including You

Tacey's Contact Information:

Website: taceyatkinson.com

LinkedIn: 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, I speak with Sylvie DiGiusto, the world's first 3D immersive keynote speaker, whose innovative presentation approach reshapes how we engage with audiences. Sylvie brings a wealth of experience from her 20-year corporate journey in retail and tourism, where she honed her skills in leadership development, building one of the most prominent leadership academies in Europe. Our conversation delved into her signature framework, "The Power of Choice," which empowers leaders to make intentional decisions that significantly impact their teams and customers.

Sylvie articulates her passion for fusing customer-centric leadership with effective communication. She reveals how the realization that many candidates exhibit a discrepancy between their perceived and actual performance influenced her career path. This realization led her to examine the nuances of first impressions and unconscious biases, which profoundly affect how individuals and organizations are perceived. Together, we explore how these biases play a role in the customer experience and how leaders can bridge the gap between perception and reality.

Our discussion also touched on the critical nature of first impressions in customer relationships and team dynamics. Sylvie illustrates this with vivid scenarios, demonstrating how instant judgments shape our interactions and the narratives we believe. She also introduces her ABCDE framework, which includes Appearance, Behavior, Communication, Digital Presence, and Environment, offering a comprehensive guide for individuals looking to refine how they present themselves in the business world.

Throughout our conversation, it became evident that Sylvie's commitment to bridging the gap between leadership and customer-centricity presents a new paradigm for enhancing organizational culture and driving long-term success.

Sylvie's Contact Information:

Website: https://sylviedigiusto.com

LinkedIn: @sylviedigiusto

Social Media: @sylviedigiusto

Tacey's Contact Information:

Website: taceyatkinson.com

LinkedIn: 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 Customers First Podcast, I had the privilege of speaking with the inspiring James Robbins, a transformative leader and motivational speaker. Our conversation began with his remarkable journey from humble beginnings on a cattle ranch to influential leadership roles. This journey profoundly shaped his views on leadership, inspiration, and motivation. James emphasizes a powerful truth: while leaders are accountable for outcomes, their teams ultimately drive success.

Every effective manager should embrace three essential leadership truths: First, leaders must equip their teams with the tools and support necessary for achievement. Second, the role of an immediate supervisor is pivotal in determining employee happiness and engagement. Finally, James underscores that leadership is not just a position but a skill that evolves through continuous learning and self-reflection.

In discussing his book Nine Minutes on Monday, James reveals how different motivations—intrinsic and extrinsic—can significantly influence employee engagement. We also tackle the critical theme of leadership ownership, where James passionately articulates the need for leaders to take responsibility during setbacks, creating a safe space for innovation and collaboration.

As we conclude our enlightening conversation, James shares his insights on aligning personal values with professional life and teases his upcoming book on personal development. This episode is brimming with actionable tips for leaders eager to amplify their impact. I encourage you to reflect on these powerful insights and consider how to implement these leadership principles in your organization for transformative change.

Timestamps:

3:20: The Three Truths of Leadership 5:04: The Impact of Leadership 23:27:Ownership in Leadership

James Contact Information:

Website: https://www.jamesrobbins.com

LinkedIn: @jamesrobbins97

Book Link: Nine Minutes on Monday

Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: 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 am joined by Liz Weber, a distinguished business advisor, author, and organizational culture expert, to delve into the intricacies of leadership and company culture in today's fast-paced environment. Liz, with her vast experience and MBA in international business, shares her journey from a rewarding career with the State Department to becoming a trusted consultant for executives navigating the complexities of managing people and processes.

As we explore the pressing challenges facing leaders today, Liz highlights the overwhelming nature of constant change, particularly since the pandemic. In her experience, identifying priorities has become paramount, as many leaders often find themselves mired in micromanagement rather than effectively delegating tasks to their teams. We discuss how critical it is for leadership to step back and empower their subordinates to take ownership of their roles, which fosters a more engaged and proactive workforce.

Liz provides keen insights into the resistance leaders often exhibit, especially regarding trust and delegation. She explains her approach to helping leaders recognize that their hesitance to empower others can stifle development and lead to a disengaged culture. Through training and one-on-one coaching, Liz assists leaders in redistributing responsibilities, ultimately transforming their organization into a more balanced and efficient entity.

We also delve into the critical role of corporate culture and its direct impact on employee satisfaction. Liz challenges listeners to consider how their teams feel about coming to work on Monday mornings, pointing out that a disengaged workforce reflects poorly on customer experiences. Through simple yet profound questions, Liz encourages leaders to confront hard truths about employee morale and actively create an environment where everyone feels valued and heard.

Through Liz's expertise and genuine passion for leadership development, this episode aims to inspire leaders to cultivate a culture that prioritizes not just the customer experience but also the well-being and engagement of their employees, fostering a cycle of positivity and productivity that resonates throughout the organization.

Timestamps: 7:00: Current Challenges for Leaders 10:58: Micromanagement and Leadership Effectiveness 15:06: The Importance of Strategic Planning 21:55: Focus on Company Culture 26:17: Maintaining Momentum in Culture Change

Liz's Contact Information: Website: https://www.wbsllc.com LinkedIn: LizWeberCMC

Tacey's Contact Information: Website: taceyatkinson.com LinkedIn: 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 Customers First Podcast, I discuss the transformative power of customer experience and brand storytelling with Timothy Kalinowski, president of Lore. A master storyteller and brand strategist, Tim empowers brands to connect meaningfully with their audiences.

Tim shares his journey from marketing enthusiast to leading branding figure, recounting his motivation to establish Lore a decade ago. Frustrated with traditional agency inefficiencies, he aimed to create a firm that prioritized effectiveness and client satisfaction.

We delve into the principles of brand storytelling, emphasizing the importance of making customers the heroes of their narratives. Tim highlights that understanding the customer journey is crucial for transforming marketing tactics into meaningful experiences that inspire action. He introduces his "secret sauce" for effective communication: delivering value quickly, making content digestible, and spurring curiosity.

We also discuss the delicate balance between being a story's hero and mentor, using relatable examples, like marketing manufacturing products, to showcase how emotional resonance can drive customer engagement. Tim emphasizes that focusing on customer emotions—rather than just product features—can significantly influence purchasing decisions.

This episode offers practical insights and inspiration for cultivating customer-centric cultures that foster exceptional experiences. I encourage you to apply Tim's wisdom to enhance your brand's relationship with its audience.

Tim's Contact Information:

Website: loretold.com

LinkedIn: @timothykalinowski

Tacey's Contact Information:

Website: www.taceyatkinson.com

All Social Media: @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!

In this episode of the Customers First Podcast, I chat with DJ Soults, the first certified Unreasonable Hospitality Coach. DJ reveals how businesses can elevate customer experiences by going above and beyond expectations. He shares his transformative approach that helps organizations turn ordinary customer interactions into extraordinary ones.

Our conversation dives into practical strategies for both attracting new customers and delighting existing ones—a crucial element often overlooked. DJ reflects on his decade-long journey with Illuminated, a digital agency focused on creating meaningful client connections. He emphasizes that nurturing existing relationships can yield greater returns than always chasing new leads.

Central to our dialogue is the concept of Unreasonable Hospitality, popularized by Will Gadara. DJ distinguishes between service (the transactional aspect) and hospitality (the relational approach), highlighting how personalization can make clients feel truly valued. He illustrates his points with compelling stories, including insights from the renowned Eleven Madison Park restaurant on enhancing customer interactions.

We tackle common misconceptions about customer journey mapping and DJ provides practical advice for businesses to identify areas for improvement without breaking the bank. His empowering message underscores that a proactive mindset can lead to significant enhancements in customer satisfaction.

This episode is packed with actionable takeaways, inspiring business owners to create exceptional customer experiences that drive loyalty and growth. Tune in for a fresh perspective on making customer relationships truly remarkable!

DJ's Contact Information:

Website: illuminatedagency.com

LinkedIn: @djsoults

Tacey's Contact Information:

Website: www.taceyatkinson.com

All Social Media: @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 Customers First Podcast, I have an inspiring conversation with Brad Huebner, a former Marine and dedicated business coach specializing in guiding contractors. Based on his military experience, Brad underscores the vital leadership, determination, and perseverance qualities that shape his coaching approach. With a remarkable track record of over 2,500 construction projects, he is committed to helping tradespeople navigate the complexities of building resilient and principled businesses.

Brad's unique journey—from aspiring architect to Marine to successful business owner—has equipped him with invaluable insights. After confronting the challenges of entrepreneurship, he embraced coaching as his true calling, igniting a passion for helping others succeed without sacrificing their values.

Throughout our engaging discussion, we address a pressing issue in the construction industry: the balance between quality and quantity in work output. Brad openly acknowledges today's challenges while affirming that most contractors strive to deliver exceptional experiences.

We delve into the critical importance of the customer experience, with Brad passionately advocating for a mindset shift among contractors. By embracing their roles as consultants rather than salespeople, contractors can cultivate genuine connections with clients, greatly enhancing overall satisfaction.

As we wrap up, Brad emphasizes effective communication as a cornerstone of success in all interactions, reminding us that fostering customer-centric cultures unlocks the potential for transformative experiences. Whether you're a seasoned pro or a newcomer to the industry, Brad's insights guide you, helping you overcome challenges while remaining true to your core values.

Brad's Contact Information:

Website: hammerandgrind.com

LinkedIn: @bradhuebner

Tacey's Contact Information:

Website: www.taceyatkinson.com

All Social Media: @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!