Customers First Podcast

Join Tacey and her special guest, Kyle McDowell; Kyle is an author, speaker, and leadership coach with nearly three decades of experience leading tens of thousands of employees at some of the biggest companies in the United States. Kyle is widely known for his aspiring and inspiring approaches to transforming bosses into leaders and reshaping corporate cultures.

In this episode of the Customer's First Podcast, our special guest, Kyle McDowell, author, speaker, and leadership coach, shares his journey in the corporate world and how he found himself leading purpose-driven organizations. Kyle discusses his realization that the corporate environments he helped create had become toxic and dysfunctional, which led him to step away and seek a different path. He talks about formulating ten principles that start with the word "we," which ultimately changed his life trajectory and significantly impacted many leaders.

Kyle then dives into his experiences leading onshore and offshore teams, particularly in the call center industry. He highlights the cultural differences between the US and outsourcing locations and emphasizes the importance of being relatable and trustworthy as a leader. He shares that achieving excellence regardless of where you're from or what language you speak doesn't matter as long as you care for your people and deliver excellent service.

The conversation then shifts to Kyle's core principles for his strategy. He emphasizes 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 lifting each other and supporting one another in the work environment is crucial.

Next, Kyle discusses the need to invest in the growth and development of employees, even if they see their current role as a stepping stone. He stresses the importance of understanding their motivations and supporting their journey to create a positive 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.

Timestamps:

0:09:57 Investing in Relationships for High Returns

0:13:37 Principle 1: Doing the Right Thing

0:19:16 Taking Action: Improving Employee and Customer Experiences

0:22:27 Supporting Each Other: Picking Each Other Up

0:27:03 Outcome-driven: Measuring Success by Results, not Activity

0:36:44 Obsessing Over Details: A False Sense of Focus

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!

Join Tacey and her special guest, 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 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. This year, from January 12th to February 19th, 2024, 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 focused on Beauty and the Beast, which 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

0:27:34 Personal Insights: Spilling the Tea with Melanie

Melanie's Contact Information:

Instagram: @chapterthreeart

Facebook Group: Chapter Three Art

Email: Melanie@ChapterThreeArt

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!

Join Tacey and her special guest, Anne Donovan, as we discuss this week's topic: Employee Experience Impact on Businesses. Ann shares her journey in the HR field and her passion for reducing turnover, explaining how reducing turnover improves morale, productivity, and customer satisfaction. Ann also discusses the costs associated with high turnover, including advertising job openings, interview and onboarding time, training expenses, and the potential loss of customers and reputation. The conversation then moves on to the issue of corporations choosing to let go of high-performing employees who expect a raise during annual reviews. This decision is often influenced by the perception that hiring someone new at an entry-level rate would be cheaper. However, the hosts highlight the hidden costs involved, such as training, development, team morale, and the impact on customer experience. The candidate journey is another important topic discussed, emphasizing the importance of creating attractive job postings, timely communication, efficient interviewing processes, enticing job offers, and welcoming onboarding experiences. The hosts stress the significance of providing closure and respectful communication to candidates, even if they are not moving forward in the hiring process, discussing the importance of employee experience and creating work environments where employees feel seen, heard, and valued.

They highlight the shift towards a more holistic approach, where employees can ask what they need to balance their personal and professional lives, emphasizing the need for trust, inclusivity, and a safe work environment. They also mention that culture is crucial for candidates seeking job opportunities, concluding this part of the conversation by emphasizing the importance of building a cohesive team through trust and effective communication and the benefits of creating a safe space where employees can freely express their thoughts and ideas without fear.

04:27 The importance of employee retention and its impact on businesses 06:05 Discussion on the costs of high turnover in businesses 06:42 The Costs of Turnover: Hard and Soft Costs 11:22 The Importance of Employee Retention and Training 14:30 Creating an enticing job offer and competitive benefits 16:42 The value of finding a mentor for new employees

Anne's Contact Information:

Website: https://donovanhrsolutions.com

Linkedin: https://www.linkedin.com/in/anne-donovan-sphr-shrm-scp/

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!

In this episode, Tacey Atkinson welcomes Nick Hutchison, the visionary force behind BookThinkers, to discuss the importance of reading and how it can serve our future selves. They begin by sharing their favourite books and experiences that have influenced their mindset and approach to life. Nick emphasizes the value of prioritizing reading and shares strategies for fitting it into our busy schedules. He suggests replacing low-impact activities like scrolling on social media or watching Netflix with just 15 minutes of reading each day. By doing so, we can read a book every month and benefit from the wisdom and knowledge contained within. Nick also highlights the power of delaying gratification and setting goals before reading a book, focusing on actionable steps rather than consuming information passively. He recommends note-taking to internalize and implement the lessons learned from books. The conversation also explores the benefits of reading for attention span, focus, and personal growth in a world dominated by instant gratification. Tacey and Nick discuss the importance of intention and goal-setting, sharing examples of how they apply these practices to their reading experiences. They touch on the significance of feedback and gratitude and the impact that content creators can have on others' lives.

Timestamps:

0:03:06 Nick's Journey: From Non-Reader to Book Enthusiast 0:06:27 Nick's Goal: Helping Readers Take Action on What They Read 0:09:51 Overcoming Challenges: Consistency in Implementing What You Learn 0:11:40 Swapping Scrolling for Reading: The Power of 15 Minutes 0:14:26 Serving Your Future Self: Delaying Gratification and Avoiding Regrets 0:19:01 Changing Practices: From Memorization to Action 0:22:14 Improving Customer Service and Taking Action

Nick's Contact Information:

Website: https://nickhutch.com

Instagram: @bookthinkers

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!

Join Tacey and special guest, Customers First alum, PR Expert Amy Kehs as they discuss The Art of Authentic Messaging and Relationship Building through Experiences.

Amy is the owner of Kehs Communications and has had that business for 24 years. Amy got started at the Smithsonian and now helps many museums increase traffic by using authentic brand messaging and communication habits to create a lovable brand that leads to lifelong repeat visitors with Love My Museum.

We discuss how everything she teaches her museum clients is transferrable to ANY business.

Timestamps:

01:32: Amy's Story

09:21: Authentic Connections

21:11: Staying on Brand

24:09: 5 Tips to Optimize a Guest Visit

32:42: Spill the Tea

Amy's Blog Post: 5 Tips to Optimize a Guest Visit

Amy's email list: https://bit.ly/AKfav100

Amy's Contact Information:

Website: https://www.amykehs.com

LinkedIn: https://www.linkedin.com/in/amy-kehs-communications/

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!

Join Tacey and this week's special guest on the Customers First Podcast, Doug Thorpe, an accomplished executive coach and business advisor, for today's topic: "Building a Culture of Trust."

The episode is a must-listen for those interested in building a culture of trust in their organizations. Doug shares some incredible insights on how servant leadership can significantly impact organizations.

The conversation starts with creating an environment where questions are valued and answered. Doug also emphasizes the importance of communicating the purpose and vision of your team to establish trust.

He then talks about the five Cs of a trusted leader: commitment, connection, compassion, consistency, and competency. He explains how these five C's can help leaders build trust in their teams and create a culture of accountability. Doug shares some great stories and personal anecdotes to illustrate why compassion and understanding are essential in leadership. He also talks about how new leaders can overcome common mistakes and the importance of asking for help.

Towards the end of the podcast, Doug shares some fun personal anecdotes about his life and involvement in a business opportunity disrupting the business broker space. The episode concludes with a call to action for more leadership in the world, some ways to interact with the show, and the show notes with Doug's contact information and other related links.

This episode has incredible insights, stories, and tips to help you become a better leader. Remember to rate and review the podcast, and stay tuned for more awesome episodes.

Timestamp: 03:18: Doug's Story

Timestamp: 12:16: The 5 C's of a Trusted Leader

Timestamp: 37:38: Inspiring Leadership Tips

Timestamp: 41:00: Spill the Tea

Doug's Contact Information:

Website: https://dougthorpe.com

LinkedIn: @DougThorpe

Instagram: @dougthorpe_com

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 Spread the Magic!

I'm thrilled to share with you our latest episode of the Customer's First Podcast, where we had the incredible opportunity to dive deep into the power of having an anchoring word to guide your year and why our Special Guest Angie Robinson, a certified life and leadership coach and Customers First Regular Contributor, and I both choose one. It can transform your life and your business. Angie shares her background in human resources and how she transitioned into starting her own business focused on leadership and life coaching. We express gratitude for Angie's impact on our own life and discuss the energy and excitement of the new year. We both discuss how we prefer living with intention rather than making New Year's resolutions. We discussed the concept of choosing a word of the year and expressed our interest in discussing Angie's process for selecting a word. Angie introduces a handout called "10 impactful coaching questions to help with self-reflection and goal-setting" on her website. (link below)

Angie emphasizes the importance of understanding the why behind our goals. We discuss the need to go deeper and ask multiple whys to determine our motivations and desires. She suggested asking ourselves what success looks like and what we wish was different in our current situation, as well as the importance of understanding the risks and obstacles that may arise and planning ahead for how to overcome them. She mentions the concept of commitment and recommends rating our commitment level on a scale of one to ten and then identifying what it would take to go from that rating to a ten, as well as the importance of not using this rating against ourselves and staying grounded in our goals and desires throughout the year despite any challenges or setbacks.

She shares that she started doing this about 12 years ago and highlights its power in helping us push through the year and facilitating transformation when we look back at the chosen words. We talk about the significant role emotions play in this process and how understanding the concept of creating desired feelings can shape our thoughts and actions, explaining that once we have established the end result, we can move on to choosing the word. We outline our process, which involves asking ourselves questions about what we want the next year to bring, what we want to celebrate, and what we need more or less of in our lives. She mentioned keeping a list of potential words on her phone and periodically evaluating them, sometimes seeking assistance from Google or AI models to narrow down the options. We describe it as an organic process that eventually leads us to the perfect word for the year. We even share Angie's word for 2024, which is "limitless," revealing that "limitless" represents her desire to let go of limiting beliefs and barriers that hold us back and her intention to make decisions in alignment with being limitless.

Angie discusses how, throughout the year, she uses prompts from a project called "One Little Word" to keep her word alive, explaining that she reflects on how the word shows up in her life and even takes pictures that reflect the word. She mentions holding a clipboard with examples of how the word is making a difference and using sticky notes or a vision board to keep the word visible and stay accountable and focused. We mention the importance of checking in with ourselves and having an accountability partner to keep on track.

We then shifted the conversation to a more personal note, to our "Spill the Tea" session, where we shared our experience working at McDonald's as our first management job and how it shaped who we are today. We talk about learning leadership and discovering our love for helping people. Angie describes her passion for Disney, photography, and scrapbooking, acknowledging that she has been too busy to scrapbook in recent years, but she still engages in digital scrapbooking and makes school books for her kids during school years. We discuss her future plans, including travelling to Italy and Germany and potentially working with the Disney Institute. She expresses her love for travel and shares her final thoughts for the new year, encouraging listeners to dream big and be intentional about their goals.

Timestamps:

0:03:10 Setting Goals and Reflecting on the New Year

0:10:35 Identifying Blind Spots and Overcoming Obstacles

0:12:03 Commitment: Scale of 1 to 10

0:14:41 Choosing a Word of the Year: The End Result and Emotions

0:20:27 Choosing a word for the year: limitless

0:23:54 Practices to stay accountable and focused on the word

Angie's Contact Information:

Website: www.angie-robinson.com

Instagram: @angierobinsoncoaching

LinkedIn: @angiekrobinson

Handout: https://www.angie-robinson.com/coaching-resources/#free-resources

Tacey's Contact Information:

https://linktr.ee/taceyatkinson

Welcome back, Magic Makers, to the Customer's First Podcast. I'm Tacey Atkinson, your host and customer experience curator.

In this episode, we welcomed Natalie Doyle-Oldfield, holder of a Masters in Communication, entrepreneur, author, and a 2023 nominee for the RBC Canadian Women's Entrepreneur Award, to the boardroom.

Natalie shared her fascinating journey with us, detailing her transition from marketing roles in the IT industry to founding her company, Successory Trust. She highlighted the importance of customer research and her experience taking on sales responsibilities during the 2008 market crash. Natalie's curiosity about how customers decide to buy led her to pursue a master's degree and conduct extensive research on trust in business-to-business environments.

She introduced us to her proprietary framework for building, managing, and protecting trust based on science and evidence. Natalie's approach has been tested with a large sample size and has proven to increase referral rates, customer satisfaction, and loyalty.

We delved into the science of trust and ways to measure it through tools like the Client Trust Index, which provides companies with a quantifiable trust equity score. Natalie emphasized that trust is a learnable skill and shared how her training programs help individuals become trusted advisors by focusing on communication, behaviour, and service.

Natalie also discussed the business case for trust, noting that high trust within an organization leads to increased engagement, innovation, and retention. Externally, trust drives customer referrals and loyalty, with people willing to pay more for products and services from companies they trust.

We touched on the importance of building trust within the industry and community, and Natalie stressed that trust is built through consistent, reliable interactions. She shared a personal anecdote about the impact of a trusted barista on her coffee shop visits, illustrating the power of individual contributions to a company's trustworthiness.

In our "Spill the Tea" segment, Natalie revealed her love for magic shows, described herself as passionate, and shared that her family is what excites her most about life.

To wrap up, Natalie offered listeners a practical step to assess their team's trustworthiness with a downloadable checklist available on her website. She left us with the empowering message that every company has the potential to become the most trusted in their industry.

Thank you, Natalie, for joining us and sharing your expertise on trust. To our listeners, remember to check the show notes for links to Natalie's assessment, book, website, and LinkedIn profile. Remember to rate, review, and subscribe to the podcast for more customer-centric conversations.

• Trust Team Assessment
• The Power of Trust Book
• Natalie's LinkedIn: https://www.linkedin.com/in/nataliedoyleoldfield/

Tacey's Contact information: https://linktr.ee/taceyatkinson

Remember, Customer-Centric Cultures Create Magical Customer Experiences.

Now, Go Create the Magic.

In this episode of the Customers First Podcast, your host, Tacey Atkinson, welcomes Joel Klettke to the boardroom. Joel is the Founder of Case Study Buddy, a company that helps you share your customers success stories with the world.

Joel shares his background and how he ended up starting his own business. He explains that he initially worked as a freelancer focusing on content writing but later shifted his focus to conversion copywriting. He then talks about how he got into the case study business after being asked by a client to create customer success stories. Joel realized the opportunity to start a company specializing in case studies and testimonials for B2B companies. He started Case Study Buddy with his partner, Jen, and the business has been growing ever since.

Joel emphasizes the importance of customer success stories that are warm, collaborative, and customer-centered. We discuss building trust with clients, creating a program rather than a one-time story, and authentically sharing customer experiences. The key takeaways are aligning internal teams, crafting specific asks, and focusing on the customer as the hero. The goal is to create a customer-centric culture and turn clients into brand champions.

0:02:23 Joel's journey to starting Case Study Buddy

0:10:45 Tailoring Stories for Different Audiences and Platforms

0:13:18 Building Trust with Clients and Tips for Leaders

0:18:30 Turning Customers into Brand Champions

0:20:13 Tell a Story that Highlights Customer as the Hero

0:23:01 Overcoming Legal Hoops to Use Customer Stories

Joel's Contact Information:

Website: https://casestudybuddy.com

Instagram: https://www.instagram.com/casestudybuddy/

LinkedIn: https://www.linkedin.com/in/joelklettke/

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: Spread the Magic!

In this episode of the Customers First Podcast, Tacey is joined by Eric Stone, founder of ClearPath Ventures and author of "Jumpstart Your Workplace Culture: A Roadmap for Igniting High Performance." We discuss the importance of aligning values and behaviors in workplace culture, debunking the myth that it's solely an HR function. We explore communication, measuring culture, and the role of "culture carriers." We touch on remote work challenges and the shifting workplace culture landscape.

0:00:14 Introducing the Customers First Podcast with Tacey Atkinson 0:02:06 Transitioning from Enterprise to Speaking and Consulting 0:04:14 Importance of Employee Engagement in Customer Interactions 0:08:01 The ABCs of Communication: Amplify, Buffer, Convey 0:10:21 Measuring Workplace Culture: Pulse Surveys and Six-Point Inspection 0:11:51 Measuring Success: Customer Experience and Employee Satisfaction 0:13:37 The Importance of Relationship Building and Consistent Behaviors 0:15:16 The Hourglass Approach: Gathering Information and Setting Priorities 0:17:36 Creating Culture Carriers within Organizations 0:21:26 Identifying Culture Carriers and Remote Work Challenges 0:27:19 Colorblind Dress Mishaps and Funny Stories 0:29:28 Family: The Most Exciting Part of Life 0:31:44 Building a High-Performance Culture and Accessibility

Eric stresses the significance of transparent communication of expectations and goals and comprehensive training and coaching programs in building a solid and productive workplace culture. He refutes the common misconception that workplace culture is a vague and ambiguous concept and points out that a workplace culture's foundation is employees' behaviours and actions, with no gap between the company values and the actions that follow. Stone's book, Jumpstart Your Workplace Culture, provides a step-by-step guide for organizations to create a culture that fosters high performance and productivity by implementing effective communication strategies while creating a sense of purpose and belonging among employees, and setting up a system of recognition and rewards to incentivize great work.

Employee engagement in customer interactions, though members' actions and behaviours shape a workplace's culture, and successful organizations demonstrate a seamless alignment between their stated values and actual behaviours. Building employee engagement is predicated on clear communication of expectations and objectives, comprehensive training and coaching, and regular recognition of effort and achievement. Engaged employees drive positive outcomes such as improved customer service, higher retention rates, increased profitability, and business expansion. All leaders must possess effective communication skills, including the ability to amplify, buffer, and convey messages. Measuring workplace culture can be achieved through various methods such as pulse surveys, engagement surveys, and a six-point inspection that encompasses employee engagement, customer experience, understanding of company values, and diversity, equity, and inclusion efforts. A strong focus on inclusivity is pivotal to building a diverse and thriving workforce.

To build a high-performance culture, Eric shared that it is essential to start with employee engagement and utilize visual methods, such as the hourglass approach, to gather information, set priorities, and reinforce consistent behaviours. The organization can create a roadmap for success while recognizing and rewarding the individuals who inspire and lead others. It's essential to develop culture carriers who become the region's voice and spread the message to scale the culture organization-wide. These individuals can help reinforce the company culture's values, beliefs, and behaviours. These culture carriers don't necessarily have to be in leadership positions, but they need to earn the respect of others by embodying the organization's values and always doing the right thing.

Eric's closes with encouraging listeners to check out his book and upcoming workbook and audiobook.

Eric's Contact Information:

Website: https://www.ericdstone.com/

Instagram: @clearpathventures_

LinkedIn: https://www.linkedin.com/in/eric-stone-clear-path/

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: Spread the Magic!