On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Chris Hood about Customer Transformation, creating customer centric experiences and how customer experience has evolved in today’s digital era. 

We also dive deeper into how good storytelling can impact the customer transformation process, the advancement of technology, and how we could encourage people to be able to feel more confident and comfortable in sharing stories.

Chris Hood  – Customer Transformation

Chris Hood is a Customer Experience Expert, Ex-Head of Business Innovation and Strategy at Google and author of the book Customer Transformation. 

His education includes BSc. in Information Technology from the University of Phoenix and an MBA in Business Administration & Management from Indiana Wesleyan University. He has 35 years of experience in business development and digital strategy has involved roles at The Walt Disney Company, Electronic Arts, Universal Music Group, Fox Broadcasting Company and Google. 

Chris talks about:

Tweets

“Your customer is your number one priority.” Chris Hood talks about customer satisfaction on the Inspiring Great Leaders Podcast.

“You should be able to recognise, tell and share the stories of what your customers want.” Chris Hood talks about storytelling and creating customer centric experiences on the Inspiring Great Leaders Podcast.

“We all have our own individual stories. We tell them all the time without even realising that we’re telling stories.” Storytelling by Chris Hood on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Chris Hood www.chrishood.com
Chris Hood LinkedIn
Chris Hood Youtube
Craig Johns www.craigjohns.com.au
Craig Johns [email protected]
Craig Johns LinkedIn
Craig Johns Facebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Book
Customer Transformation

On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Dr. Veronica Anderson about the importance of get the respect you deserve, courage, and learning how to trust and forgive yourself to be able to pursue what your heart desires.

We also dive deeper into understanding the respect method, battling clinical depression, and knowing how important imprinting is in shaping the way we think and behave. 

Dr. Veronica Anderson  –  Get The Respect You Deserve

Dr. Veronica Anderson is an Intuitive Guide and Relationship Coach, strategic leadership consultant, the host of the Wellness Revolution Podcast and the author of Get The Respect You Deserve.

She has an A.B. Honours in Psychology majoring in Neuroscience from Princeton University, M/D/ Honors in Medicine form Rutgers Robert Wood Johnson Medical School, and is trained in functional medicine by the Institute of Functional Medicine and in homeopathy. Her career includes being the Owner & Chief Doctor of Ophthalmology at Eye Associates of Central New Jersey, Transformative Coach & Chief Medical Officer at Medicine World Enterprises and the CEO of Rosewater Falls inc.

Dr. Veronica Anderson talks about:

Tweets

“You are not getting respect from anybody else unless you respect yourself, and that means you need to learn how to deeply trust yourself. “ Dr. Veronica Anderson talks about respect on the Inspiring Great Leaders Podcast.

“How society is set up is you are rewarded for being right and penalized for being wrong, and so you go through life with that need to be right or not be wrong. And that’s like one of those things that you’re going to have to give up to be able to learn how to trust yourself, because it’s practice.” Dr. Veronica Anderson talks about learning to trust yourself on the Inspiring Great Leaders Podcast.

“The only way the world gets better is if the leaders are better, and you have to lead from the top.” Being a better you by Dr. Veronica Anderson on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Dr. Veronica Anderson drveronica.com
Dr. Veronica Anderson LinkedIn
Dr. Veronica Anderson Facebook
Dr. Veronica Anderson Twitter
Dr. Veronica Anderson Instagram
Craig Johns www.craigjohns.com.au
Craig Johns [email protected]
Craig Johns LinkedIn
Craig Johns Facebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Todd Davis about navigating difficult conversations, leading at FranklinCovey and managing tensions that might arise with it.

We also dive deeper into understanding the factors that hold us back from approaching people during difficult conversations, managing the tension and how we should start a difficult conversation.

Todd Davis – Navigating Difficult Conversations

Todd Davis is a senior consultant and thought leader at FranklinCovey and has over 35 years of experience in human resources, talent development and executive recruiting. 

He has been with FranklinCovey for 28+ years and, until recently, spent 18 of those years as Chief People Officer and Executive Vice President. He was responsible for the global talent development in over 40 offices reaching 160 countries. Prior to FranklinCovey, he worked in the medical industry for 9 years where he recruited physicians and medical executives along with marketing physician services to hospitals and clinics throughout the country.

Todd Davis talks about:

Tweets

“The most considerate thing you can do is to help the other person be more successful than they already are.” on the Inspiring Great Leaders Podcast.

“I think the best leaders are those who focus on influencing, because that brings out the empathy part of leadership. It’s where I’m taking the time to see things through their eyes. I’m not agreeing with him. I’m not disagreeing with him. But I’m really making sure he feels heard and understood and that I’m truly  looking at things through his lens.” Todd Davis talks about the ability to influence on the Inspiring Great Leaders Podcast.

“Leadership is communicating to people their worth and their potential so clearly that they come to see it in themselves.” Leadership by Todd Davis on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Todd Davis LinkedIn
FranklinCovey website
Craig Johns www.craigjohns.com.au
Craig Johns [email protected]
Craig Johns LinkedIn
Craig Johns Facebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Books

Everyone Deserves a Great Manager: The 6 Critical Practices for Leading a Team
Get Better: 15 Proven Practices to Build Effective Relationships at Work

On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Victoria Pelletier about Influence Unleashed, resilience and how we can build a strong personal brand.

We also dive deeper into creating and discovering our own legacy, and what our workplace culture should be like in order to create harmony and belongingness amongst people in your organisation.

Victoria Pelletier – Influence Unleashed

Victoria Pelletier is a seasoned corporate executive, C-Suite transformational expert, passionate diversity & inclusion leader and author of the recently released Influence Unleashed. 

She has studied Psychology at the University of Calgary, and has completed education in financial management, mutual funds and securities. Her career includes senior executive and VIce President roles at global Fortune 500 companies such as American Express, Accenture and IBM.                  

Victoria Pelletier talks about:

Tweets

“Resilience can be taught, can be built, but it means doing things that are going to make you uncomfortable.” Resilience by Victoria Pelletier on the Inspiring Great Leaders Podcast.

“A really important part of resilience is surrounding yourself with a community that is made up of coaches, leaders, and mentors who can help guide you through it, support you through it, and others who can understand and you can chat with.” Victoria Pelletier talks about having a support system on the Inspiring Great Leaders Podcast.

“As leaders, it’s imperative for us to communicate in a very different way in terms of the transparency we need to have with people. That helps give a little bit of safety when there’s a challenge or transition coming, but it also means having deeper conversations with team members to understand and unpack what is making them feel that way, and sometimes I find it can be very superficial.” Victoria Pelletier talks about being a supportive leader on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Victoria Pelletier   www.victoria-pelletier.com
Victoria Pelletier  LinkedIn
Victoria Pelletier  Youtube
Victoria Pelletier Facebook
Victoria Pelletier Instagram
Craig Johns www.craigjohns.com.au
Craig Johns [email protected]
Craig Johns LinkedIn
Craig Johns Faa human beigncebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Books

Influence Unleashed
The Power Of Whole Human Leadership 
Unstoppable

On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Adam Blum about Easy Target, serving for the NSW Rural Fire Service, and coping with emotional and mental struggles.

We also dive deeper into how we should handle behavioral problems at work, separating the problem from the person, and how we could shift negative thoughts into positive ones and turn them into inspirations as well. 

Adam Blum – Easy Target

Adam Blum is a first responder in the NSW Rural Fire Service, suicide survivor and the author of Easy Target. He faced many challenges in life from childhood surgeries to navigating bullying, ADHD and suffering severe depression.

His career involves 13 years in the NSW Rural Fire Service as a volunteer firefighter, Deputy Captain and leader in Fire Mitigation.

Adam Blum talks about:

Tweets

“As a crew leader and a deputy captain, my main concern is getting my crew home to their families and my safety is the last thing that comes to mind. It’s always my crew first. It’s something that leadership does. You really grow as a person when you’re a leader.” Adam Blum talks about caring for your team on the Inspiring Great Leaders Podcast.

“There’s nothing worse than being belittled in front of other crew members or other people around you. So you have a quiet word with them and say, “Look, your behavior is not acceptable, and we will be dealing with this when we get back to the station at the end of shift.” Handling inappropriate behavior by Adam Blum on the Inspiring Great Leaders Podcast.

“As a leader, no one likes yelling at people. It’s  not nice to belittle someone because you feel that they’re doing a job too, but that’s part of leadership. Sometimes you have to make tough decisions and tough calls.” Separating the problem from the person by Adam Blum on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Adam Blum LinkedIn
Adam Blum Instagram
Craig Johns www.craigjohns.com.au
Craig Johns [email protected]
Craig Johns LinkedIn
Craig Johns Faa human beigncebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Book

Easy Target: Taming The Black Dog 

On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Dr. Paige Williams about The Leaders Ecosystem, antifragility and psychological safety.

We also dive deeper into how we should manage our team’s strengths and weaknesses, address difficult situations, and navigating leadership transitions.

Paige Williams – The Leaders Ecosystem

Dr. Paige Williams is a world leader in positive psychology, an organizational psychologist, Honorary Fellow at the University of Melbourne and the author of the newly released book The Leaders Ecosystem.

Her career includes roles at University of Melbourne, Melbourne Business School, The Michelle McQuaid Group, Centre For Workplace Excellence and Geelong Grammar School.She has studied a BA (Hons) in Business Studies from the University of Bournemouth, Graduate Certificate in Change Management from the University of New South Wales Business School and a PHD in Organizational Behaviour and Development from the University of Melbourne. 

Paige Williams talks about:

Tweets

“We’ve got to stop pretending that everything’s okay and be prepared to listen to what people are saying. We might not find that comfortable. It might not be what we want to hear, and yet this is the way that we start the journey with psychological safety.” Dr. Paige Williams talks about psychological safety on the Inspiring Great Leaders Podcast.

“Compassion is understanding the perfectly imperfect nature of each of us and holding space for people to bump around against the edges of their humanness and be okay with that. And then help them move through a better place and better performance.” Dr. Paige Williams talks about compassion on the Inspiring Great Leaders Podcast.

“As a leader, it’s about setting an example and then inviting accountability around others, following that example in their roles.” Becoming a role model by Dr. Paige Williams on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Dr. Paige Williams www.drpaige.au/
Dr. Paige Williams  LinkedIn
Dr. Paige Williams Youtube
Craig Johns www.craigjohns.com.au
Craig Johns [email protected]
Craig Johns LinkedIn
Craig Johns Facebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Book – The Leaders Ecosystem

On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Martin Bean about creating a future that works, handling cultural changes, and how we should manage burnout and defensiveness.

We also dive deeper into the changes we are currently experiencing in the modern world, leading with vulnerability, and how we should be able to deal with cultural changes and differences. 

Martin Bean –  Creating a Future that Works

Martin Bean is a visionary leader in the future of work, a Professor of University of NSW, The CEO of The Bean Centre, and co-author of the newly released book Toolkit For Turbulence.

His education includes a Bachelor of Education in Adult Education and Continuing Education at the University of Technology Sydney, and an Honorary Doctor of Laws from the University of London. His esteemed career includes General Manager of the Worldwide Education Products Group at Microsoft, and Vice Chancellor roles at the prestigious The Open University and RMIT. As a Mentor for Mentor List, he is also the Founder of Future Learn and The Bean Centre. 

Martin Bean talks about:

Tweets

“Don’t be scared to reach out and ask for help. Seek support. One of the superpowers of modern leaders is being vulnerable.” Burnout and defensiveness by Martin Bean on the Inspiring Great Leaders Podcast.

“I think what we all need to be prepared to do is to not impose our historically valued structures on what we think of as work and life, but instead go back to being the coach that our people need. Embrace every single individual on our team, dial into their life circumstances and what’s important to them. Trigger the why and help them understand the why. And then they’ll be right with you like never before” Martin Bean talks about value clashes and pushbacks on the Inspiring Great Leaders Podcast.

“An inspiring great leader is somebody that inspires others to act.” Martin Bean describes what an inspiring leader is on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Martin Bean www.thebeancentre.com
Martin Bean LinkedIn
Craig Johns www.craigjohns.com.au
Craig Johns [email protected]
Craig Johns LinkedIn
Craig Johns Faa human beigncebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Book
Toolkit for Turbulence

Career Transitions & Leadership

On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Jennifer Speciale about career transitions and leadership, cultural agility, and how we should handle the barriers during transition periods.

We also dive deeper into the essence of building psychological safety in the workplace, imposter syndrome and how companies should execute recruitments.

Jeniffer Speciale –  Career Transitions and Leadership

Jennifer Speciale is an Executive Leadership Specialist, Transformation Advisor and Founder of Speciale Executive Leadership. 

She has a Bachelors Degree in pre-clinical Neuropsychopharmcology from Indiana University Bloomington, Masters Degrees in International Business  and International Relations & Diplomacy from Seaton Hall University. Her work has included recruitment, talent, change and transformation roles at Google, Bloomberg, Indeed, Fjord, McKinsey & Company and Amazon. She also recently became a Board Member for the Women in Leadership program at Mercy University.

Jennifer Speciale  talks about:

Tweets

“If you can empathise and mitigate your own frustration and see it for what it is, the only way to turn it around is by making it a safer environment and letting them feel that you genuinely want them to succeed. And that’s the only way to calm the nerves.” Empathy and frustrations by Jennifer Speciale on the Inspiring Great Leaders Podcast.

“Not everybody is a strong leader, but they still deserve and should move up in their career.” Jennifer Speciale talks about career trajectories on the Inspiring Great Leaders Podcast.

“Leadership is something that can be learned, taught, and practiced.” Jennifer Speciale talks about becoming a leader  on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Jennifer Speciale  www.jenniferspeciale.com
Jennifer Speciale  LinkedIn
Jennifer Speciale Youtube
Craig Johns www.craigjohns.com.au
Craig Johns [email protected]
Craig Johns LinkedIn
Craig Johns Facebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Toolkit for Turbulence

On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Graham Winter about Toolkit for Turbulence, unlocking the potential of people and teams, and how we should handle uncertainty and conflict as leaders.

We also dive deeper into having a real sense of focus and perspective, working with the Australian Olympic Team, and how we should handle feedback and insights to create a more compelling environment. 

Graham Winter –  Toolkit for Turbulence

Graham Winter is a three time Australian Olympic Team chief psychologist, facilitator and author of the best-selling book Think One Team and newly released Toolkit For Turbulence.

He has a BA Psychology and a Post Graduate Diploma in Psychology from the University of Adelaide, and is a Registered Psychologist at the Australian Psychologist Society. His career includes being Chief Psychologist of the Australian Olympic Team Strategic Alliance at PwC Consulting, Partner in Winter Jeffreys Consulting, Designer of Mindful Cricket and the founder of Think One Team.

Graham Winter talks about:

Tweets

“A great leader gives you a sense of hope, a sense of purpose, a sense of inspiration. It’s because there’s a connection to their values, their ethical framework and they treat you as a person.”  Graham Winter talks about what a great leader is on the Inspiring Great Leaders Podcast.

“That’s what leadership’s about. Mobilising people to do some things that they wouldn’t ordinarily have done, and let’s do something purposeful while we’re doing it “ Graham Winter shares what leadership is about on the Inspiring Great Leaders Podcast.

“If you’re the leader, you’ve got to get up on the balcony. Sometimes, if it’s in negotiation, it’s getting up and looking at war within it.” Graham Winter talks about perspective on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Graham Winter  LinkedIn
Craig Johns www.craigjohns.com.au
Craig Johns [email protected]
Craig Johns LinkedIn
Craig Johns Faa human beigncebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Book
Toolkit for Turbulence

On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Jaquie Scammell about The Future of Service is 5D, building trust and rapport, and how digitalization affects customer relationships.

We also dive deeper into some of the differences of human interaction and machine interaction, and how we can better ourselves to become effective service providers.

Jaquie Scammell –  The Future of Service

Jaquie Scammell is a prominent customer service expert, Founder of ServiceQ, and the award-winning author of Service Habits 2nd ed, and The Future of Service is 5D.

Her studies have focused on Business Administration and Management, venue and event management, and entrepreneurial studies. Her career also includes manager and leadership roles at Tennis Australia, Spotless, McDonald and Delaware North Companies where she worked at Wembley National Stadium, Emirates Stadium and the Australian Open.

Jaquie Scammell  talks about:

Tweets

“Great leaders in service understand that people are multi-dimensional. We have a body. We have a mind. We have a heart. We are social tribal beings.” Human dimensions with Jaquie Scammell on the Inspiring Great Leaders Podcast.

“Once I saw what leadership did and the impact it had and I was given some responsibility, I just wanted to eat that up and grab on to it and be great.” Jaquie Scammell talks about her dad’s influence on her leadership style on the Inspiring Great Leaders Podcast.

“The best people in roles of service or service leadership are those that are fully present with you.” Jaquie Scammell talks about solid quality connection on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Jaquie Scammell  www.jaquiescammell.com 
Jaquie Scammell  LinkedIn
Jaquie Scammell Instagram
Jaquie Scammell Facebook
Craig Johns www.craigjohns.com.au
Craig Johns [email protected]
Craig Johns LinkedIn
Craig Johns Facebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Book

The Future of Service is 5D