Focus On Customer Experience

Focus On Customer Experience

By Benjamin DelGrossoBusiness
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Focus On Customer Experience episodes

  • How to be Count-On-Able with Jeff Cohen

    How to be Count-On-Able with Jeff Cohen

    “Stop being Accountable - BE Count-On-Able The new Patent Pending Process and Method that will Lift, Shift and Empower YOU and YOUR Team”

    Freedom is the dream of every CEO and entrepreneur. Developing leaders and teams with an ownership mindset is the ticket to this fabled haven. Jeff Cohen, founder of six businesses, now presents Count-0n-Able as the new and rapid success framework that guides CEOs to make this happen.

    It took eight years, working with over 300 CEO's, Business Owners and Entrepreneurs  to develop, test and implement the Count-On-Able method and patent pending process.

    In my new book Count-On-Able, A Practical Guide to Lift, Shift and Empower YOU and Your Team, I lay out the number one impact to every business and a simple structured approach that eliminates this problem.

    I share dozens of stories about my life's successes and failures. The book includes stories about the success clients have had with the program and how we came to develop this process and method.

    The one thing you'll have to ask me about is my experience on Shark Tank's first season and the one word Kevin O'Leary used to describe me that had Robert Herjavec attack him.

    About Jeff

    I was eight years old when I wrote all of the professional sports teams and ask them to send me stickers. What I got was a stack of stickers that could choke a horse. It was enormous. And so I did the next thing that an eight year old would do. I went up to my mom and I said, Hey, Mom, I'd love to put these stickers up on my wall. Can I? Can I please?  

    And she said, No, in fact, it was the fastest rejection I think I've ever heard in my life up to that point. So instead, I put some on my notebook. And when I went to school, my friends started asking about them. Before I knew it, I was selling stickers. I made $50 and my dad said, Jeff, you're an entrepreneur, and I've been living that dream ever since.

    I love being an entrepreneur and as an adult. I've started six companies. I grew a software company from nothing to 20 million in revenue in a little over two years. I've had the experience of being on Shark Tank and being called radioactive. Ah. I've also experienced tremendous success in everything that I've done, which is only countered by the tremendous failure I've experienced in many of the things I've done.

    Today I stand for every business owner, having a life and a business. The number one thing people can learn from me is how to empower others which makes it possible to take a vacation without working two to four hours a day or to take a sabbatical from the business and let others jump in and be the one. It also makes it possible for a business owner to sell their company and not have a five year earn-out.

    In my new book, Count-On-Able, A Practical Guide to Lift, Shift and Empower you and your team I outline my patent pending process, which I'm making available for everyone.

    The process is arranged to be effective to create TRUST and ALIGNMENT in companies of all sizes. It ensures that the right things are being done to fulfill on the goals and dreams that the leader has while building up their people.

    When you book me on my on your podcast I'll share all of those secrets.

    And right now the one secret I'll share is, it's just good business.


    Connect with Jeff here

    https://www.countonable.com/

    https://www.linkedin.com/in/jeffcohen/

    https://www.facebook.com/jeffcohen123

    https://www.instagram.com/jeffgcohen/

    53 min
  • Annette Franz Customer Experience

    About Annette

    Annette Franz, CCXP, founder and CEO of CX Journey Inc., has spent the last 30 years in the customer experience profession. She started her career at J.D. Power and Associates in 1992 and spent much of the next 25 years before founding CX Journey Inc. in 2017 leading consulting services for the major voice of the customer (VOC) platforms, helping clients in a variety of industries develop and execute their customer experience strategies. She has also worked on client-side customer experience strategy for Mattel, Fidelity Investments, and Compellon.

    Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business) and of Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks), which dives into the ten foundational principles of a customer-centric culture. She is a Certified Customer Experience Professional (CCXP), an official member of the Forbes Coaches Council, and a startup advisor.


    Connect with Annette

    https://annettefranz.com/

    https://twitter.com/annettefranz

    https://www.linkedin.com/in/annette-franz/

    https://www.instagram.com/annettefranz/

    https://www.youtube.com/channel/UCWxwf-Z0h_eWZHwDDFsLyag


    37 min
  • John Lee Podcast App Developer

    John Lee Podcast App Developer

    #johnlee #podcast #app

    About John

    Hi I'm the founder of https://custommobile.app/. Our boutique agency builds individualized mobile apps for podcasts starting at just $25/month.

    I also enjoy having philosophical conversations on questions like these:

    * What are the relationships between free will, rationality, morality, and love?
    * What are the relationships between beauty, love, value, purpose and meaning?
    * Is injustice just a feeling or also a fact?
    * What are the arguments for Theism vs. Atheism?

    If you're interested in discussing any of these or other topics, let's connect!


    https://custommobile.app/ 

    https://twitter.com/podsquadinc

    43 min
  • Hank Ebeling - Customer Service Transformation

    Hank Ebeling - Customer Service Transformation

    Unlike many so called experts, I am actually in the trenches everyday at my gyms running a small business. To me that is what sets me apart is the fact that I am practicing what I preach and testing things in real time. I learned the value of customer service early in my career in fitness and realized the power it has in helping give you distinction. I used that service superpower to grow my business while working for a large fitness brand. It was in 2013, when I opened my first business that I used those same principles to grow my own business. Now in business almost 10 years later and having worked with other small business owners I have been able to create a framework that can apply to any business to help them crush their competition with service!


    Connect with Hank

    https://www.facebook.com/hank.ebelingiv

    https://www.linkedin.com/in/hank-ebeling-9b603655/

    https://www.instagram.com/hankebeling/

    https://www.youtube.com/channel/UC6qccqDt_9COW3t_Y8efbxA


    42 min
  • Chidi Iwuchukwu

    I am the author of “Coming to Canada: The Ultimate Success Guide for New Immigrants and Travelers”. As a speaker and settlement advocate, I help organizations and newcomers navigate the diversity, equity and inclusion imperatives in immigrant employment, Canadian work culture, and settlement maze.


    The book is a well-researched effort that covers most of the challenges of settlement in Canada. Reading this guidebook is like having a friend by your side as you navigate everything you need to know about settling into Canadian life, including acquiring necessary legal documents, living arrangements and home ownership, transportation, healthcare, work culture, school systems, government structure, and interpersonal relationships.

    The book is drawn from my experience as a foreign-trained senior manager in the financial industry, a recent newcomer to Canada, volunteering with and speaking for many of the community organizations in Edmonton, working as the Director of Humanitarian Services for the Igbo Cultural Association of Edmonton (ICAE) and a Director of Edgemont Community League in Edmonton Alberta. The role for ICAE involved helping newcomers arrive, settle, and thrive by providing them critical information and pointing them towards community resources. I wrote this book so others can benefit from my experience and knowledge, and not make some of the common mistakes that newcomers make.

    I am opened to speak at your meetings, conferences and events.


    Connect with Chidi

    https://www.linkedin.com/in/chidi-iwuchukwu-ma-52859714/


    Buy his book

    https://www.amazon.ca/Coming-Canada-Ultimate-Immigrants-Travelers/dp/1644845067/ref=tmm_pap_swatch_0?_encoding=UTF8&qid=1651576792&sr=8-1


    49 min
  • Coralee Zueff - Five Star Service Advisor

    I have been in the automotive industry for 20 years. Began my career pumping gas and going to college for automotive service technician. I challenged the parts person exam and have years of education and experience selling cars. The last 10 years have been spent as an automotive service writer than automotive service manager. I wrote a book that quickly became a best seller on Amazon. I now train other service advisors.


    In a typical work day, everything can be going smoothly until a customer is furious at the cost of their bill and thinks they know more than you and the technician because they watch videos on YouTube. It's now 4:45 and you haven't even had time for a lunch break. How do you handle everything, keep a smile on your face and feel like the life has not been sucked out of you? Twenty-year automotive veteran Coralee Zueff explains how to:

    • Sell more work by educating the customer, not high pressure sales tactics.
    • Ask customers better questions to get the correct description of the complaint for the Technician.
    • Understand a Technician's diagnosis and communicate it to the customer.
    • Handle customer objections.
    • Deal with shop conflict.
    • Properly create an estimate so that the customer feels supported.
    • Manage the technicians' time more effectively.

      • Included in this book are worksheets, templates and training to help Service Advisors communicate better, manage conflict and increase revenues without feeling sales-y.


      You can grab her book on Amazon

      https://www.amazon.ca/Five-Star-Service-Advisor-communicate/dp/1777731305/ref=mp_s_a_1_1?crid=2BDH9ZYXP5J6V&keywords=coralee+zueff&qid=1640470388&sprefix=coralee+zueff%2Caps%2C151&sr=8-1


      Connect with her

      https://www.linkedin.com/in/coralee-zueff-414083167/

      44 min
    • Paul Swift- Cyclepoint

      "Paul Swift is a pioneer in bike fitting" (Andy Pruitt) and has empowered thousands of bicycle fitters worldwide with his bike fitting products and education training. You can also join him on a journey to your ultimate bike fit, experiencing his passion for a great fit in the comfort of your own home. Paul will guide you step by step through your bike fit journey, starting with your feet to the saddle and then to the handlebars

      Paul’s reach is far beyond what you can see and read here. His roots go back to being a world-class cyclist, a 15-year member of the US National Cycling team, an 8-time National Champion, and a Goodwill Games Gold Medalist. Paul raced with over a centimeter leg length difference throughout his career and often modified his own equipment. As an inventor and an educator, he developed numerous cycling and fitness products. If you have taken an indoor cycling class or had a previous bike fit you may have touched something Paul brought to the industry. Today, Paul still loves to ride his bike with two hip replacements and less than a 5mm leg length difference.


      You can connect with him

      https://www.thecyclepoint.com/

      1 hr 7 min
    • Bryce McKinley

      Bryce McKinley is on a mission to change the game in Real Estate Investing.

      There’s so much opportunity out there for everyone but the industry is riddled with

      fake experts sharing ineffective information. After being involved in over 10,000

      transactions, Bryce has developed the expertise to know exactly what it takes to

      go from the first conversation to closed deal faster than anyone else.

      Bryce McKinley has been globally recognized as a top 5 Sales Trainer,

      Motivational speaker, and an independent consultant for business including

      Fortune 500 Companies such as Ford, Nissan, Tyco, and ADT.


      McKinley has been selling since he was eight years old, which has allowed him to

      become a master closer. He started his journey with nothing, making his first

      deals living out of his car and has taken that drive to help hundreds of people

      change their life through wholesaling properties all across the country. This

      beginning has kept him humble and understanding that everyone deserves a

      chance to create the life they want.

      He is now the CEO of Sharpen, a non-profit based in Dallas, Tx. that caters to the

      needs of the homeless community by way of love and theological principles.


      But he doesn’t just hang his hat on that, Bryce still owns and runs, EveryHouse a

      successful Real Estate Investing company developed on the idea they can help

      anyone no matter their situation. This real-world experience keeps Bryce’s skills

      and knowledge sharp and allows him to coach strategies that are still working

      today.

      Bryce is a great family man and father and is determined to make his mark on the

      world one person at a time.

      32 min
    • Michel Falcon - Customer Experience
      Michel Falcon
      Three things I recite to myself daily:

      ‣ If it's been done before then it can be done again.

      ‣ Why not me?

      ‣ No hay mal que por bien no venga which translates from Spanish to English as there is no bad if good comes from it. This is what my grandmother would tell my mom who then shared it with me.

      I Believe the Best Businesses, One That Will Stand the Test of Time, Are Focused on Four Things:

      ‣ Company culture

      ‣ Customer experience

      ‣ Employee engagement

      ‣ Career growth and fulfillment

      My Career Has Had Many Mind Bending Twists and Turns

      However, everything always comes back to one or all of the four topics listed above.

      From earning $15/hour working in a call centre and then consulting for a $100,000,000,000 telecommunications company when I was 25-years old to building a $15,000,000 hospitality company in Toronto in two years and then starting over again with the motivation to build a globally recognized brand.

      My career has seen it all.

      Keep reading below if you’re interested in learning more. If so, thank you for your time and interest. Please consider subscribing to my podcast as I share more there.


      Connect with Michel

      https://www.michelfalcon.com/michel/

      LinkedIn

      https://www.linkedin.com/in/michelfalcon/

      Instagram

      https://www.instagram.com/michelfalcon/

      Facebook

      https://www.facebook.com/michel.falcon.1/

      Twitter

      https://twitter.com/MichelFalcon

      47 min
    • Ian McWalter - Canada’s Top Fitness of The Year 2022

      Ian McWalter was an amazing guest with lots of energy.

      I’ve recently been voted top fitness trainer of the year. It’s been a wild 15+ years as a trainer and in those years I’ve trained celebrities, started a SAAS startup (uber for personal training), volunteered and takes thousands of calls mental health and impacted hundreds of clients both past and present.

      My goal is to elevate the fitness industry as a whole. Not focusing on the technical side of training but more the non technical aspects/ soft skills and help trainers grow as individuals and in doing so, grow their business.

      My passions are health and fitness, personal development while having fun.

      Connect with Ian

      Instagram

      @ianmcfit


      29 min

    About Focus On Customer Experience

    From the publisher's feed

    Let's talk about customer/employee experience. Do you want a transactional approach or a relationship approach? Do you want someone who is there for you? Are you taking care of your employees? How are…