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Next in Queue
By Rob DwyerBusiness
Next in Queue episodes
- So Shines a Good Deed in a Weary World featuring David Allison
This was the moment that Charlie showed Willy Wonka what he really valued in the 1971 classic, Willy Wonka & The Chocolate Factory, which was based on Roald Dahl’s 1964 novel, Charlie and the Chocolate Factory. Charlie, despite having secretly tried Fizzy Lifting Drinks at the behest of Grandpa Joe, valued personal integrity. It was this integrity that Willy was looking for in his successor.
But there were 5 children, approximately the same age, in the running for the actual prize. Age and gender didn’t matter much to Willy, though. What he was looking for was someone who valued the same kinds of things he did, someone who would carry on his legacy. What mattered were values. Not demographics – values. And that’s just the thing that David Allison discovered and is now sharing with the world: Demographics never actually predicted behavior very well. What predicts behavior is values.We discuss:
• When David realized demographics didn’t work• What behavioral science says about how we make decisions• How the use of demographics contributes to societal problems• Why using demographics for marketing is essentially like throwing darts• Surprising insights from Valuegraphics in a variety of industries• The myth of generational demographics• When our values are formed• Regional and cultural differences in values across the world• 3 ways companies can use values to create effective messagingSupport Driven Community Awards – https://awards.supportdriven.com/best-podcast-nominationsConnect with David on LinkedIn – https://www.linkedin.com/in/davidallisoninc/
Valuegraphics – https://valuegraphics.com/
David’s Website – https://www.davidallisoninc.com/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
56 min - Man in the Mirror featuring Phil JohnsonWhile the title track of Michael Jackson’s 1988 album, Bad was full of bravado and ego, the fourth single, Man in the Mirror, was a lesson in both humility and personal responsibility. It would go on to become Jackson’s tenth #1 single.While making a change seems like a relatively simple thing to accomplish, Phil Johnson says it requires building new habits to replace your old habits, and that requires building new neural network pathways in your brain. But if we want better results, changing our habits is the only option because habits determine 95% or more of our behaviors.We discuss:• How dyslexia impacted Phil’s life• How Phil started the MBL program• When and how habits begin forming• Why emotional intelligence is more critical now than ever• How to overcome and build new habits• How to make failure impossible• The impact of habit stackingSupport Driven Community Awards – https://awards.supportdriven.com/best-podcast-nominationsConnect with Phil on LinkedIn – https://www.linkedin.com/in/philipjpjohnson/Meet Phil - https://calendly.com/mblcoach/chat-with-philMusic courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/47 min
- This Town Deserves a Better Class of Content featuring Paul Banks
In one of his final and most acclaimed roles, Heath Ledger gives some incredible advice as The Joker in 2008’s The Dark Knight – value your skills. In this scene, he’s found the people who need his particular skillset – they probably can’t do the job themselves and besides, who has the time when you’ve got all that criming to do? So often in business, there are things we know need to be done but we struggle to find the time and we may not possess the skills.
Paul Banks realized that content was a key to building a brand and driving conversations with your ideal customers. Today, he brings his content creation skills to companies that know they need it, but either don’t have the time or skills to create compelling content.
We discuss:
• Paul’s journey to content creation• What has and has not changed in the world of marketing• Marketing strategy for businesses in 2024• Tactics for creating and distributing content• Tools for creating content• Tips for creating content that people won’t simply scroll pastSupport Driven Community Awards – https://awards.supportdriven.com/best-podcast-nominationsConnect with Paul on LinkedIn – https://www.linkedin.com/in/paul-banks007/
Javelin Content - https://www.javelincontent.com/
Marketing Helpdesk - https://www.marketing-helpdesk.com/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
54 min - Seriously Understaffed featuring Irina Mateeva
Not every situation calls for the whole team. But even the likes of Black Widow (Natasha Romanoff) and Iron Man (Tony Stark) feel it when there aren’t enough of them to handle the job, like in this scene from 2016’s Captain America: Civil War.
Staffing plans are important for all kinds of businesses, including, apparently, the superhero business. But in the contact center world, instead of super-soldiers, Nazis, and politicians to worry about, Workforce Management professionals must deal with call arrival patterns, average handle times, shrinkage, and so much more to ensure that customer interactions are handled in a timely manner.WFM, or Workforce Management may not have the excitement of a Marvel movie, but if you ask Irina Mateeva, it’s definitely not boring!
We discuss:
• How Irina got into WFM• Functions of WFM• The critical nature of forecasting• How Intraday management impacts the business• The biggest myth about WFM• Should AHT be an agent KPI?• Why no WFM technology is one-size-fits-all• How WFM solutions can impact Employee Experience• Why a WFM consultant might be right for youConnect with Irina on LinkedIn – https://www.linkedin.com/in/irina-mateeva-wfm-consultant/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
47 min - LinkedIn State of Mind featuring Elena Garvey
Jay-Z’s Empire State of Mind featuring Alicia Keys was a love letter to New York. It was a song that expressed how, despite its obvious flaws, the city offered things that no other city offered. New York is a place of inspiration, style, renewal, dreams, and success stories. At the same time, it can be a brutal gauntlet that pushes you to (and possibly past) your limits. As Old Blue Eyes once sang about New York, “If I can make it there, I’ll make it anywhere.”
Cities and towns have been creating communities for centuries. But in the last two decades, the internet has created new ways to create communities – social networks. The first social network to gain significant global traction was MySpace, which launched 20 years ago in August, 2003. At its height, it had 115 million monthly visitors, though that number is less than 10 million today. It may surprise you that the more buttoned-down social network, LinkedIn, launched 3 months before MySpace. And while MySpace is now often forgotten relic of our social networking past, LinkedIn is approaching 1 billion members from over 200 countries. Like communities have for thousands of years, LinkedIn strives to create economic opportunity for its members.Elena Garvey is the former head of CX at LinkedIn and she joins the show this week to talk about the digital jungle where dream jobs are made of.
We discuss:
• The experience of being recruited for LinkedIn on LinkedIn• The aspirational vision of LinkedIn• How a global customer base affects CX strategy• How regulations and compliance can impact CX• The impact of the pandemic on LinkedIn• The surprising impact of the LinkedIn “CX Show”• Resources for learning more about CXConnect with Elena on LinkedIn – https://www.linkedin.com/in/elenamanovagarvey/
CX Patterns Podcast – https://open.spotify.com/show/2CmBXfjNPR0h7WcSKAxWAG
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
44 min - Kapowee! featuring Mitch Case
If you’re not familiar with Grady the Badger, let me introduce you. Grady appeared in commercials for Johnson Automotive, a chain of dealerships in North Carolina, Maryland, and Florida. Grady was, uh, well, everything people hate about salespeople and then some. Pushy, obnoxious, misogynistic, condescending – you name it, Grady embodied it. In this commercial, he suggests feigning interest in potential customers to make the sale.
While this tactic seems slimy when it’s merely acting, Mitch Case says that becoming genuinely interested in his customers is what allowed him to become a highly successful salesperson. Revenue, Referrals, and Retention are his 3 R’s for driving the Customer Relationship Experience.
He’s also the Founder of More than a Meal, a service that helps organizations create memorable experiences that increase employee retention, boost employee morale, and strengthen company culture.
We discuss:
• The inspiration for More than a Meal• How More than a Meal impacts Employee Experience• Strategies for strengthening customer relationships• How focusing only on the potential revenue of a deal backfires in sales• The power of being intentional• How to engender trust in others• One big tip for salespeople to increase referralsConnect with Mitch on LinkedIn – https://www.linkedin.com/in/mitchellcase/
12-Step Customer Relationship Experience Framework – https://morethanamealco.com/crxdownload
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
43 min - Hiring Your Next Agent J featuring Milan Batinich II and Mark BrodyEven the most exclusive organizations in the world often hire based on “gut” or “instinct” without any real data to show whether someone is a good fit for a role or not. In 1997’s Men in Black, a group of young officers, including NYPD detective and future MIB agent J (Will Smith), are submitted to a battery of tests supposedly for their "motor skills, concentration and stamina." The tests were actually designed to assess their intelligence, resourcefulness, independent thinking, relationship with authority, and powers of observation. At the end of all the testing, they hired based on one person’s gut. And while Agent K certainly made the right decision, your business isn’t an action comedy with an all but guaranteed happy ending.But what if your organization had access to an assessment that identifies behavioral traits that are highly predictive of success in a given role? What if that assessment also gave you insights into how to best support, develop, and motivate employees? Talent Optimization data helps leaders predict workplace behavior so they can hire the right candidates, design goal-crushing teams, cultivate an award-winning culture, and manage employees according to their unique preferences.Milan Batinich and Mark Brody are Talent Optimization Certified Partners for The Predictive Index.We discuss:• Why Brohawk Solutions launched Talent Optimization Services• What makes The Predictive Index different from other assessments• What to expect from implementation and onboarding• What a successful implementation looks like• Real-life stories of success• How Talent Optimization is impacted by a changing employment landscape• How technology will impact Talent Optimization• How you can take your own FREE PI Behavioral Assessment in less than 10 minutesConnect with Milan on LinkedIn – https://www.linkedin.com/in/milan-batinich/Connect with Mark on LinkedIn – https://www.linkedin.com/in/markbrody-brohawksolutions/Get your FREE PI Assessment – https://assessment.predictiveindex.com/bo/CZNH/NextinQueueMusic courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/39 min
- Scar Tissue featuring Rob ConnellyIn 1992, guitarist John Frusciante left the wildly successful Red Hot Chili Peppers and spent the better part of the decade battling heroin addiction. Nearly 7 years later, he reunited with the band and it’s his unmistakable melody that introduces the Grammy-winning 1999 hit, Scar Tissue. The song delved into themes of drug addiction and the struggles to overcome it – lead singer Anthony Kiedis had been battling his own addiction as well. But Scar Tissue spoke to more than recovering drug addicts – it spoke to all kinds of people dealing with all sorts of trauma that they keep hidden from the world.Rob Connelly may be in the Contact Center software business with Vistio, but he firmly believes that the human element is the most important part of Customer Experience. When it comes to humans working with humans, be it customers and agents or salespeople and executives, he believes that understanding how we each bring our own scar tissue into every conversation can change the quality of interactions.We discuss:• How “scar tissue” is experienced in the Contact Center• How companies can empower agents to deal with scar tissue• A lesson companies can learn from the non-profit sector• The best diagnostic tool for Customer Experience• The opportunity presented by the pandemic• Why company culture impacts agent performanceConnect with Rob on LinkedIn – https://www.linkedin.com/in/rob-connelly/Music courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/40 min
- Baby If You’ve Ever Wondered featuring Sandy Yu
WKRP in Cincinnati was a sitcom that ran from 1978 to 1982. It was a show that really focused on the relationships between the main characters on the show, all employees of a struggling AM radio station in Cincinnati that switches its format to playing rock music to stay afloat. The theme song you just heard contains the lyrics, “Baby, if you’ve ever wondered, wondered what ever became of me.” In the world of B2B, I’m sure there are a lot of customers thinking the same thing about their vendors.
Sandy Yu is an advocate for Customer-Led Growth, a strategy that focuses on driving additional revenue and customer loyalty by focusing on your current customers rather than on new customer acquisitions. Her Customer Growth Framework is designed to increase Net Revenue Retention, drive more referrals from customer advocates, and motivate teams to deliver value. By focusing on your customers, hopefully, they won’t be singing, “Just maybe think of me once in a while.”
We discuss:
• How Customer-Led Growth differs from other growth strategies• Why Customer-Led Growth focuses on value• How Customer-Led Growth generates additional revenue• Tactics for deepening customer relationships• Long-term impacts of deeper customer relationships• The most important radio station to customers (it’s not WKRP)• How automation fits into Customer-Led Growth• How Advisory Boards can drive customer relationshipsConnect with Sandy on LinkedIn – https://www.linkedin.com/in/sandysyu/
Revenue CCO – https://revenuecco.com/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
44 min - I Fought the Law featuring John WalterHit songs sometimes take a long path to recognition. Perhaps you recognize this song as a hit by The Clash. Their 1979 punk cover version reached #24 on the Irish Singles Chart and has since appeared in blockbuster movies and video games. But the song was written by Sonny Curtis in 1958. The following year, he took over guitar for Buddy Holly in the Crickets and they recorded the song. It received very little airplay. Then, in 1965, The Bobby Fuller Four recorded this version of the song and in 1966, it hit #9 on the US Billboard Hot 100.The law, it seems, can also sometimes take a long path to recognition. In 2008, the Illinois legislature passed a law known as Biometric Information Privacy Act (BIPA). It wasn’t until 2022 that a case involving BIPA ever went to trial. It resulted in $228 million in damages against railway operator BNSF. Since then, over 100 cases have been filed. White Castle, purveyor of late-night sliders and favorite of Harold and Kumar, could be on the hook for over $17 billion in damages! After 15 years on the books, what’s changed? Attorney, Outsourcing Advisor, and AI enthusiast, John Walter joins to discuss how the use of AI has turned BIPA into a surprise hit for litigators.We discuss:• How John became aware of BIPA• Background on BIPA• How the statute of limitations works for BIPA violations• Why Customer Support organizations should be aware of BIPA• How Voiceprints are regarded by BIPA• How companies may be opening themselves up to BIPA lawsuits• What to do if you’re concerned about the impact of BIPA on your businessConnect with John on LinkedIn – https://www.linkedin.com/in/jowalter/ZMAXINC – https://www.zmaxinc.com/Music courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/39 min
About Next in Queue
From the publisher's feed
Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the…
globe. From CEOs to the frontlines, there are lessons and insights in every episode.