Getting to Aha! with Darshan Mehta

In this episode of Getting to Aha!, Darshan Mehta is joined by Diane Magers, Founder & Chief Experience Officer at Experience Catalysts. They discuss Diane’s aha! journey; the psychology of customer and employee behavior; why the customer’s comfort always trumps the logic of an expert; the over-rotation of metrics and data; and why it’s important to form solid, sustainable relationships with your customers.

With over twenty-five years of experience, Diane has proven her unparalleled ability to identify opportunities in customer interactions, resulting in her being known as an “innovative and creative strategist” among her peers. As the Founder and Chief Experience Officer of Experience Catalysts, she consults with a myriad of companies to support and educate them as they build their customer experience practices, as well as speaking at Customer Experience events.

KEY TAKEAWAYS

👉Having started her career as a clinical psychologist, Diane has always been interested in human behavior, putting her in a particularly advantageous position when realizing she was in the “business of people”. In fact, you’d be hard-pressed to find anyone in customer experience that doesn’t believe they are in the business of people; customer experience and insights are all about understanding how people behave and react to your business.

👉The definition of what an insight truly is can differ wildly from others. But Diane says she encourages people to think about what an insight is and lock the definition down in their heads. She defines an insight as "that moment where you’ve created an association between pieces of information and the interpretation of what the need is, and how making the association between two things creates that ‘oh my gosh, I never thought of that before’”. In other words, an insight is the very ‘Aha!’ moment we’re all searching for.

👉Communication is key. Oftentimes, an expert in a particular field will favor what is tactical over what is comfortable or best for the customer. This is where customer insights come in; by listening to customers and figuring out what they like and are comfortable with, businesses can best cater to them rather than giving in to what they deem to be tactical.

👉What really represents a customer isn’t what data and metrics say about them but rather what we do with that data and the questions we ask. Emotion drives human behavior, not data and metrics, so it’s important to put yourself in your customer’s shoes. Diane says, “It’s what we do which drives emotion, which drives behavior, which impacts your business results”.

👉Over the last couple of years, ever since the pandemic, businesses and brands have had to shift their approach to customer experience. People needed them when it mattered most, and that same level of demand is still prevalent today.

👉 Not only do you need to connect with your customers, but you need to connect with your employees too. Again, we are all humans driven by emotion; putting a script on employees and customers doesn’t work. Humans and their behaviors are the very lifeblood of a business, so we have to start making connections rather than viewing them as pure data and numbers.

Listen now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31 

Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

RSS -  https://bit.ly/3AFrUs6 
Episode Resources:

Diane Magers on Linkedin

Diane Magers on Facebook

Diane Magers on Twitter

Diane Magers on MSU 

Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Melina Palmer, Founder & CEO of The Brainy Business. They discuss Melina’s aha! journey; the intricacies of human psychology within Behavior Economics and business; the contrasting views of behavioral economics and behavioral science; why your tone matters more than what you say; and the different methods of behavioral experimentation within your business, opening you up to invaluable insights. She also delves into her ten-year journey of searching for a career in Behavioral Economics.

Melina Palmer the Founder and CEO of The Brainy Business, a company that provides behavioral economics consulting to businesses all around the globe. She is also an Instructor for the Applied Behavioural Economics Certificate, a Columnist at Inc. Magazine., and an Author of What Your Customer Wants And Can’t Tell You. She is an incredibly passionate speaker whom audiences of all sizes and industries have praised: “Her fun, conversational approach is bringing behavioral economics out of academia and into application”
KEY TAKEAWAYS

👉Behavioral Economics is, essentially, the psychology of why people do what they do, why they buy what they buy, and how our brains actually work rather than how we think they should. Melina explains that the main problem of traditional economics is that it assumes everyone makes rational decisions in everything they do, but if humans are known for anything, it’s for their complex emotions and often irrational decision-making. Behavioral Economics takes both psychology and neuroscience into consideration, resulting in a more accurate, empathetic approach to economics and insights.

👉Melina’s first ‘Aha!’ moment, and possibly the most prominent one, came to her when she was studying in business school and came across a small section within a large textbook that spoke about the psychology of making decisions. For the next ten years, she searched high and low for a Master's course in that very topic and was greeted with only disappointment and rejection. It wasn’t until she attended a talk on Behavioral Economics that she found what she was looking for!

👉What’s the difference between Behavioral Economics and Behavioral Science? Some argue that the former only comes into play when money is involved, but Melina believes that there is always an exchange happening, it doesn’t have to be monetary. Behavioral Economics is all around us, even if it’s something as simple as swapping desks at work or reporting to someone new, there is always some sort of exchange.

👉A key tip that Melina mentions is ‘how you say something is much more important than what you are saying.’ How something is presented to us influences the way that we feel about it, and she believes that businesses could really benefit from this lesson. Sometimes, the reason a product might be a flop could be as simple as a poor choice of wording. 

👉 Behavioral Economics isn’t just the future of businesses, it’s the future of everything; businesses are made up of people, and it’s important to remember that. Don’t treat the people working for you as data and numbers, treat them with empathy and genuineness/

👉Melina discusses an anecdote about a team that was meant to design a nuclear power plant but was hung up on building a bikeshed first. At first glance, this seems ridiculous and unimportant, but think about it for a second: if they couldn’t build something that simple, how could they confidently begin work on a huge, scary powerplant? 

👉Behavioral experimentation can involve something as simple as ending emails on a question rather than a statement. This can be used to figure out how customers or audiences perceive you and whether or not you should stick with it.

Listen now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31 

Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

RSS -  https://bit.ly/3AFrUs6 

Episode Resources:
 
Melina Palmer on LinkedIn

Melina Palmer on Instagram

Melina Palmer on Twitter

Melina Palmer’s Website

Melina Palmer’s  Books

The Brainy Business Website

The Brainy Business Podcast

The Brainy Business on Youtube

Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Katrina Noelle, President of KNow Research & Co-Founder of Scoot Insights. They talk about Katrina’s aha! moment, her insights, the difference between realizations, hard moments, and insights to her. She also recounts her journey into the world of qualitative insights and key turning points in her career. Furthermore, they touch on her identity as “a human feedback loop” and the adaptation of a qualitative versus quantitative approach to market research. She clears up common misconceptions about qualitative research, speaks on active listening, empathy, and strategically asking the right questions. Katrina broached the topics of establishing transparency with clients, honing intuition skills, earning trust, utilizing negative feedback, and the future of qualitative research post-COVID. 

Katrina Noelle is a speaker, mentor, and active member of Women in Research, the Qualitative Research Consultant Association (QRCA), the Insights Association, ESOMAR, and the Women’s Business Enterprise National Council (WBENC). She is the president of KNow Research, a full-service qualitative consultancy that creates a client-customized design to deliver quality insights. Katrina is also the Co-Founder of Scoot Insights, where she uses in-person research methodologies to gather in-depth feedback. She works to make customer-centric decisions for organizations she works with.

KEY TAKEAWAYS

👉 Take feedback and listen to what customers want and need

👉 Talk to consumers physically to get “that raw in-the-moment” feedback about their experience with your brand 

👉 Define your brand’s objective for conducting a qualitative research

👉 Be that brand that listens to its customers. Then use the feedback you get to create a direction that solves that problem

👉 When conducting interviews or group discussions, be your authentic self. Don’t turn into a different version of yourself. Be as transparent as is appropriate 

👉 You’re more likely to be trusted if people don't perceive you as fake, pretentious, or uncaring

👉 Clients want “...that richness. They want video, they want stories, they want personas. They want that feeling that they can hang onto something that represents their target audiences”

👉 Keeping your employees happy increases the chances of your customers’ happiness as well

👉 Pay attention to the kind of feedback you’re getting. “...If we keep hearing it, maybe it's leading us to something that we should talk about”

👉 When you get negative feedback, especially on digital platforms, “figure out how to redirect the conversation or at least highlight what you want the brand to portray and be”

👉 “It's never good to fake either curiosity or empathy because people can tell”

👉 Listen. Give more time and space to customers. Let them finish a thought without interrupting

👉 Although intuition is important in qualitative research work, there's also practice and preparation  to make the flow of conversation more impactful

Listen now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31 

Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

RSS -  https://bit.ly/3AFrUs6 
Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha! Darshan is joined by John Zogby, Senior Partner at John Zogby Strategies, a full-service marketing and political consulting firm which provides a wide range of opinion research services. He has been featured as an election analyst for ABC Australia, BBC, CBC, and NBC News. 

They discuss what led John onto the path of polling and opinion research and share insights into the use of online surveys to reach likely voters, predicting voter turnout, asking yes-no questions in polling, using qualitative research methods such as focus groups and one-on-one interviews, the transformation of the American dream post-COVID, corporate social responsibility from employers, and more. Don't miss this insightful podcast conversation!

KEY TAKEAWAYS

👉 In the last century, polling has come to be known as a scientific way of gathering public opinion. In the broadest sense, polling is the act of seeking public opinion. No matter who is in charge, it matters what people think. There are a multitude of ways to retrieve this information, but one of the best ways is to get ahold of people from all sorts of occupations and backgrounds and simply ask them what they’re thinking. 

👉 When John began his venture into polling, almost everyone had a landline phone; however, as time went on, technology evolved and grew into something completely different. Fewer people stay home nowadays, fewer people have landlines, and ignoring phone calls has become the standard among most people. This was why John put time and research into online polling, so that he could reach those people.

👉 Polling can offer fascinating insights into the political and demographic landscape of an area. It can tell them a lot about who is voting, where these people are in their lives, where they will be in the future, and how they got there; it helps them find out if there is a meaning behind a vote or if it’s random. It’s for this reason, polling is widely considered to be a science.

👉 In his book “The Transformation of the American Dream,” John identified that boomers are questioning if there is more to life than materialistic success, while Millennials are looking for ways to live authentically in order to feel fulfilled. This trend has been referred to as "secular spiritualism". Additionally, Gen Z and millennials are increasingly demanding corporate social responsibility from employers, as well as time to work in their communities or contribute to those suffering.

👉 In his new manuscript, John explains that it is a study of his work and projects that really worked - those aha! moments. It wasn’t just polling, it was also going into schools, finding the root of people’s problems, and figuring out a way to solve them.

👉 One of the biggest mistakes pollers can make is relying extensively on random probability sampling, which in election polling can leave skewed results - for example, too many democrats and not a lot of republicans, or vice versa, meaning the polls lack a sense of reality. 

👉 John says that anything can happen when it comes to elections, and predictions can change as time goes on. He says that if there were an election today, the Republican party would most likely win control of the house of representatives. This is due to the conspiracy of the “stolen election” and the Democrats’ sanctimonious and didactic attitude. But, the more the Republican party pursues this tactic of spin and scrutiny, the less chance they have of getting the next ten percent they need to win elections.
👉 Polling is important; however, John describes it as “small data”. It will never replace people talking to each other and finding out what’s important. A robot can read your bank transactions and your data, but humans can look into the heart.

Listen now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31

Spotify - https://spoti.fi/3B0lVy6

Youtube - https://bit.ly/3KYAHtd

RSS -  https://bit.ly/3AFrUs6

Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Dan Gingiss, Chief Experience Officer at The Experience Maker. They discuss Dan’s pivotal and aha! moments during and after his traditional marketing career. They also discuss the best ways to create remarkable customer experiences, misconceptions common to customer experience, employee empowerment, brand trust and loyalty, the difference between good customer experience and remarkable experiences, and much more. 

Dan Gingiss is a keynote speaker, author, and podcaster, skilled in executive coaching, business, marketing, and brand consulting, corporate training, and content strategies. He has worked as Head of Customer Experience at Discover Financial Services, Senior Director, Global Social Media at McDonald's, Head of Digital Marketing at Humana, and Vice President, Marketing at Persado. He has been in the marketing space for 20 years and is the Chief Experience Officer at The Experience Maker. He assists companies in turning customer experience into their best marketing strategy by empowering every employee to become an experience maker. 

KEY TAKEAWAYS

👉 Be observant. Pay more attention to the experiences customers have. “...With being more observant, you can really figure out, not only what you like as a customer and do more of that for your customers, but also what you don't like”

👉 “Become a customer of your own business and go through the process…do the things you're asking customers to do, and if they annoy you, then stop doing them for your customers”

👉 “...Today's consumer wants to have a relationship with the companies that they spend their hard-earned dollars…They want to feel appreciated. They want to feel like not only are they loyal to the company, but the company's loyal to them”

👉 “Too many executives are not customers of their own company. Or even worse, they’re VIP customers.“ They have no idea how normal customers are treated

👉 “Too many companies are competing on either price or product, and today, competing on price has become a loser's game”

👉 “Customer experience is not a soft skill. It is an absolutely critical piece to business success. Every company should have a C-level executive in charge of it. It's that important”

👉 Customer experience is an ultimate differentiator because your employees deliver it. You have unique employees; therefore, they can deliver a unique experience. They just have to be taught what a good experience looks like

👉 The difference between companies that have endless loyalty with their customers and companies that are still struggling to get it is that one takes the time to get to know customers and understand what they're going through, while the other does not

👉 “If you're a CEO, take a couple of minutes every week and call a customer and just say, hi” 

👉 While surveys can help get feedback, they should not be the only source of feedback. “...in addition to a quantitative survey that gives you scores, you've got to get that qualitative feedback, which can be done in a survey as well, where you ask for open-ended questions...”

👉 “Don't be afraid of complaints because people who complain do so because they care. They want you to fix it for them so they can keep being your customer”

👉 The way to create experiences people want to talk about is to go from creating average, uninteresting experiences to creating extraordinary experiences

👉  “If you want inspiration, do not look at your direct competitors”

👉 Impact customer experience by targeting all human senses and evoking emotion in them

👉 “When you have an experience that is so profound, you don't ever forget it”


Listen now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31 

Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

RSS -  https://bit.ly/3AFrUs6 
Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Stephen Griffiths, Director of Consumer Insights at Level2 and Co-founder at Insights Career Network, joins Darshan Mehta. They talk about why companies need customer insight research, the essence of working with cross-functional teams to iterate and measure, and how qualitative and quantitative research gives insights to make informed decisions. 

Stephen is the Director of Consumer Insights at Level2 and the Co-founder of Insights Career Network. He has a deep passion for understanding how consumers behave. His job also entails crafting products and services for companies that solve consumer problems. In his 11+ years in the field, Stephen’s career led him to work with some of the top brands, including General Mills, P&G, Unitedhealth Group, etc. At Level2, he leads the Voice of the Customer (VoC) and consumer research efforts.  

KEY TAKEAWAYS

👉 There are three ways to uncover valuable insights for your company; fast iteration in the real world, external inspiration, and crafting a body of knowledge.

👉 Insights contribute to the growth of a business by showing how business or customer processes work.

👉 When researching data points, distinguish between noise and real insight.

👉 Two ways to differentiate noise and insights are to gather data points by observing trends from open-ended comments and similar products in the market data.

👉 When conducting market research, companies should approach with an analytical mindset and aim to segment the market to create different messages for the diverse and unique personas in the market.

👉Insights are broader than market research. It could be anything from understanding a business opportunity and helping it grow to dig deep beyond facts and observations. 

👉Although gathering as much data as possible is essential, you should sort the body of knowledge to extract only quality data and discard the noise.

👉 When gathering data, seek to strike a balance between qualitative and quantitative data

👉 You can get insight into your business by observing a market category unrelated to yours. 

👉 Businesses need consumer insight to understand underlying needs.

Listen now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31

Spotify - https://spoti.fi/3B0lVy6

Youtube - https://bit.ly/3KYAHtd

RSS -  https://bit.ly/3AFrUs6

Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

 In this episode of Getting to Aha!, Darshan Mehta is joined by Kristin Luck, Founder & Managing Partner at ScaleHouse. They discuss Kristin’s aha! moments, how they affected her career, online and primary research, marketing measurement technology, and more. 

Kristin Luck is a serial marketing measurement technology entrepreneur with over 20 years of industry experience, an investment banker, advisor, and consultant. She is the Founder & Managing Partner at ScaleHouse, where she uses non-traditional growth strategies for marketing technology firms and market research companies. A woman of many passions, Kristin is the Founder of Women in Research, the President of ESOMAR, and is passionate about helping businesses scale and monetize their businesses. She is a guru at growth strategy, in-market optimization, product launching and positioning, data monetization, and turnarounds, among others.

KEY TAKEAWAYS

👉 “...I'm a big fan of lifelong learning and learning new things, and so I don't really shy away from that at all. And I think that's been really fundamental to my success as, not just an entrepreneur, but just having a lot of work, work satisfaction on top of that”

👉 A common thing among many successful people is their genuine curiosity and drive to learn, keep learning, and keep exploring

👉 An insight is “any piece of learning that you have…any kind of aha! moment that you have”

👉 “I think that is the key to being successful at anything is; are you passionate about it enough so that you will work on it day and night/ and that you think about it and obsess about it all the time?”

👉 At first, learning a new thing might make you feel dumb, but the key to overcoming that feeling is to keep learning and acquire as much knowledge on the subject as possible

👉 Read a lot and do it daily until it becomes a habit

👉 “...Just because you can do something doesn't necessarily mean that's a good use of your time” Learn to prioritize your work and focus on what matters the most to you. Direct your energy to that and watch your productivity burgeon

👉 Follow your passions with all of your heart  


Listen now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31 

Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

RSS -  https://bit.ly/3AFrUs6 
Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Priscilla McKinney, CEO of Little Bird Marketing. They discuss Priscilla's aha! moments, improving business with the application of SOAR, the importance of having a watertight growth strategy, how to develop statistical personas, and the challenges that arise from statistical persona development. 

Priscilla is the CEO of Little Bird Marketing. She helps businesses succeed by building their brand and delivering sustainable lead generation. Priscilla believes a business should be unique and think like their customers to build a sustainable brand. Before Little Bird, she worked with Clear Entertainment & Marketing Group, where she focused on improving the portfolio of companies as Chief Executive Officer. 

KEY TAKEAWAYS

👉 To improve your business growth, you need to apply SOAR logic; S- Strategy, O - Organize, A - Accountability, R - Repeat

👉 A business strategy should be unique to your brand - don’t mimic competitors' strategies

👉 Get a clear perspective of the market to help develop a persona for the business

👉 Whenever possible, put yourself in the customer's shoes to see what kind of strategy you should be pursuing, including consideration of their financial situations

👉 If a strategy can't be adapted to new circumstances, it's not accountable

👉 Create a work plan showing what you intend to achieve, then derive a strategy from this plan

👉 A brand strategy should be centered around your ideal customer, including brand building and purpose

👉 Before developing a statistical persona, know your ideal client. You need to filter your clients, remove those that aren't your market target, and focus on the ideal ones

👉 The ideal number of statistical personas to build is four, but when you are a new business, don’t exceed two

👉 The process of statistical persona development isn't meant to be rigid, but should be meaningful to the customers 

👉 When developing statistical personas, have conversations with the customers and determine how they use your products

Listen now!

bCast - https://bit.ly/3ACsRBz

Apple - https://apple.co/3gsuA31 

Spotify - https://spoti.fi/3B0lVy6 

Youtube - https://bit.ly/3KYAHtd 

RSS -  https://bit.ly/3AFrUs6 
Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form

In this episode of Getting to Aha!, Darshan Mehta is joined by Andrew Custage, Senior Director and Head of Insights at Medallia Market Research. They discuss Andrew’s aha! moments, the science of meeting customers' needs, and how to improve customer experiences through designing business strategies derived from research. 

Andrew Custage is a marketing expert focused on delivering groundbreaking research and insight to the food service industry. He is also a management consultant, analysis commentator, webinar host, and publisher of industry trends and marketing strategies for improving business growth. Andrew currently serves as the lead for the insights and analytics function at Medallia, a software development company that specializes in customer experience management, technology, and business intelligence. 

KEY TAKEAWAYS

👉 Use data to help clients understand the impact of your program 

👉 There are programs in the market that aren’t backed up by proper analysis 

👉 Learn how to strike a balance between qualitative and quantitative data 

👉 Insights for business strategies are generated through aggregate-based data on lots of people

👉 Derive business ideas from discovering what triggers customer behavior by using behavioral insights and customizing survey questions

👉 Getting data and insights to formulate business strategies can be challenging if panelists are reluctant

👉 The difference between virtual kitchens and traditional kitchens is customer preference, which influencers the customer experience

👉  Dynamic pricing influences the behavioral patterns of customers; customers' experiences are improved when business strategies that provide products that are affordable to them

Listen Now!

bCast - https://bit.ly/3ACsRBz

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Youtube - https://bit.ly/3KYAHtd 

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Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.

Check out the 3 most downloaded episodes: 

• Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
• Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
• [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
  
  

If you are interested in joining Getting to Aha! as a guest, please complete this form