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Next in Queue
By Rob DwyerBusiness
Next in Queue episodes
- What It’s Like featuring Dr. Natalie Petouhoff
Everlast gained fame as the lead vocalist of the Irish-influenced hip-hop group House of Pain in the early 90s with their infectious hit, Jump Around. But by 1998, House of Pain had disbanded and Everlast, now nearly 30, took on a new persona for his solo career – Whitey Ford. His first hit single, What It’s Like, was more than just a musical departure from the up-tempo rock/rap anthems of his youth - it was a lesson in empathy.
Dr. Natalie Petouhoff believes business leaders often don’t know “What It’s Like” for employees and customers to experience their brand. She co-authored Empathy in Action with Tony Bates, a book that teaches how empathy-based business criteria can transform customer and employee experiences, galvanize trust and loyalty, and drive better business results.We discuss:
• The biggest misconception about empathy• What customers really want• How empathy transforms business practices• The two most critical missing measures on the P&L statement• How the pandemic changed the workforce forever• How emotional connections affect brand service recovery efforts• The economics of Customer and Employee Experience• The surprising relationship between empathy and efficiency• How generational differences impact the workforce zeitgeistConnect with Dr. Natalie on LinkedIn – https://www.linkedin.com/in/drnataliepetouhoff/
Empathy in Action – https://empathyinactionbook.com/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
53 min - Chain-o'-Command featuring Ron HoltIn 1986’s Odd Jobs, Max (played by Paul Reiser) gets his feet wet in the moving business while partnered with a veteran of the industry, Wylie. In this scene, his very first day on the job, Wylie makes it clear that this partnership is more of a dictatorship. After realizing the only moving company option, which is also mob-owned, provides horrendous service, Max and three friends see an opportunity to start their own moving company. Eighties hilarity ensues.Ron Holt also saw an opportunity to disrupt the moving business using some of the same strategies he used to grow a successful home cleaning franchise. So he sold the business he spent 20 years building and embarked on a new journey to start “the world’s first happy moving company.” If you ask Ron what the most important word in the moving business is, he’d probably say, “culture.”We discuss:• The missing ingredient for a successful business that Ron was missing• How customer feedback changed employee behavior• The one metric that worried Ron while business was booming• What prompted him to get into the moving business• How to go beyond what customers think they want• The nexus of the Pink Zebra name• How Ron creates employee buy-in to the Pink Zebra culture• How Pink Zebra stands out from the competitionConnect with Ron on LinkedIn – https://www.linkedin.com/in/ronholtfranchise/Pink Zebra Moving – https://pinkzebramoving.com/Music courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/56 min
- How Do We Do That featuring Jan YoungTaking a new product to market is rarely easy. Just ask Walter White. Our role in that is often unpredictable. Afterall, Walter was a chemistry teacher before his entrepreneurial escapades on Breaking Bad. He had to learn a lot of new skills to become successful in an entirely different industry.Jan Young got her start in tech before the dot com bubble burst as a project manager. After moving from New York to Los Angeles, she had stints in marketing, sales and account management, product management, customer success, and go-to-market strategy consulting. Today, she’s focused on helping Customer Success leaders excel in their current role and learn the skills to move into executive roles.We discuss:• A shocking admission of guilt from Jan• How Customer Success impacts the Go-To-Market function• How the freemium model can lead to easier enterprise procurement• The importance of culture design by founders of companies• How Customer Success is involved in Change Management• How Customer Success drives Land and Expand for subscription models• The most critical skills for Customer Success professionalsConnect with Jan on LinkedIn – https://www.linkedin.com/in/jan-young-cx/Jan Young CX – https://www.janyoungcx.com/Music courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/56 min
- Jump the Queue - Looks Good On You Though featuring Nate Brown
While golf fashion is significantly more toned down these days, it was once a world filled with loud prints and wild colors. And perhaps no character personified loud and wild in the golf world quite like Rodney Dangerfield’s character in 1980’s classic film, Caddyshack. In this scene, after making fun of a particular trilby in a golf shop, he sees Ted Knight’s character wearing the exact same hat.
No stranger to golf or brightly colored clothes and hats, Nate Brown blossomed when he found the right community – a community that accepted him for what he was, supported him, and allowed him to be comfortable in his own skin. When he was in need of a professional
community of CX pros who would do the same thing, he couldn’t quite find it. So, he created it. The CX Accelerator Slack Community now boasts thousands of members sharing insights and mentoring each other.And as for Nate’s hat selection, and I say this without sarcasm, they truly look good on him.
On this week’s bonus episode, Nate and I discuss:
· How the right communities helped Nate becoming the outgoing person he is today
· The nexus of CX Accelerator
· What is Customer Experience and how do you show the ROI of CX work?
· What Customer Service professionals can learn from Customer Success
· How the mission of CX Accelerator impacts its members
· Nate’s 3 layers of community
· 3 books from Nate’s personal library
· The genesis of Nate’s fun and exciting wardrobe
Connect with Nate on LinkedIn – https://www.linkedin.com/in/cxaccelerator/
CX Accelerator – https://www.cxaccelerator.com/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
54 min - You’ve Got to Know When to Hold ‘Em featuring Tino Engel
The 1978 hit, The Gambler, by Kenny Rogers tells the story of a chance meeting with gambler who offers his outlook on life using poker metaphors in exchange for a drink of whisky. In the gambler’s mind, every situation requires decisions because life itself is a gamble. To play it well, you must choose wisely, take a few risks, and not dwell on inevitable losses.
Following a chance introduction to poker at a party, Tino Engel took his own gamble and began his journey as a professional poker player. Tino’s journey led him to think more deeply about our perceptions of risk, decision-making, and dealing with losing. He realized that these lessons applied to far more than poker – they applied to business and life.Today, he’s using an edutaining poker experience to help businesses across the world to boost connection, communication, and collaboration.We discuss:
• Two strategies for dealing with losses• How he transitioned from professional poker to the business world• The four values poker brings to business professionals• What you can learn about colleagues to help you function better as a team• Developing a common decision-making language• Simple strategies to improve your decision-makingConnect with Tino on LinkedIn – https://www.linkedin.com/in/tinoengel/
Tino’s Website – http://www.tinoengel.com/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
46 min - We’re Not Gonna Take It featuring Michael PodolskyDee Snider, the frontman for Twisted Sister, “wanted to write an anthem for the audience to raise their fists in the air in righteous anger” and the result was the transcendent hit, We’re Not Gonna Take It. Over time, the song took on new meanings. In 1985, a year after its release, it meant fighting censorship attempts by the Parents Music Resource Center (PMRC) and led to Dee Snider testifying before the US Senate. More recently, in a somewhat ironic twist, striking teachers in Oklahoma belted out the song as their battle cry.Michael Podolsky once had a customer experience so bad that he, too, decided he wasn’t going to take it anymore. In 2006, he started the consumer review and advocacy platform, Pissed Consumer.We discuss:• The psychological needs of customers and AI’s potential role in fulfilling it• Why AI will decrease the quality of customer service• The value of negative feedback• The misinterpretation of consumers who leave negative reviews• The main disconnect between companies and consumers• Mechanically creating psychological understanding for agents• Why consumers seek out 3rd party platforms for reviewsConnect with Mike on LinkedIn – https://www.linkedin.com/in/michael-podolsky/Pissed Consumer – https://www.pissedconsumer.com/Music courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/47 min
- Blame Canada featuring Mike AokiIn South Park: Bigger, Longer & Uncut, Kyle’s mom, Sheila, makes Canada the scapegoat for the bad behavior of South Park’s children. But if Kyle’s mom were to find a scapegoat today, it would likely be Artificial Intelligence rather than America’s friendly neighbor to the north. It’s hard to go a single day without hearing about how AI will automate everything, including contact center jobs.One Canadian who’s not scapegoating the role of AI in the contact center is Mike Aoki. A survivor of the American-Canadian War (just kidding), he’s spent decades in the business and is optimistic about how contact centers will adapt and evolve as more AI is introduced.We discuss:• Opportunities for generative AI in the contact center• How the role of contact center agents will evolve• Impacts of the evolution of the agent role• The future of knowledgebases and other agent tools• How remote work impacts contact centers• One area where AI will drive up costs• Resources to keep up on the latest best practices in the industryConnect with Mike on LinkedIn – https://www.linkedin.com/in/mikeaoki/Music courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/44 min
- The Color Of This Pen Is featuring Nick GlimsdahlLiar Liar imagined an attorney who could only tell the truth for an entire day. In this scene, he’s attempting to use all his willpower to simply lie about the color of a pen. This 1997 Jim Carrey film makes us wonder – what if marketers had to do the same?Nick Glimsdahl, host of Press 1 for Nick and Director of Contact Center Solutions at VDS, thinks they would tell a very different story.We discuss:• The State of Customer Service Today• How organizational measures get in the way of being customer-focused• Why consumer sentiment is degrading despite constant feedback• How to ask better questions• A strategy for personal improvement borrowed from the contact center• The best (and worst) uses for AI in Contact Centers• Why technology needs to match your Mission, Vision, and Values• The most impactful interview Nick ever conductedConnect with Nick on LinkedIn – https://www.linkedin.com/in/nickglimsdahl/Press 1 For Nick – https://press1fornick.com/Episode with John O’Leary - https://podcasts.apple.com/ca/podcast/the-difference-between-i-have-to-and-i-get-to-john/id1513628159?i=1000555690024Music courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/41 min
- I Can featuring Sean IlenreyThe 2003 hit, “I Can” by Nas may have been aimed at children, but the message of hard work to achieve your dreams is relevant to anyone still involved in that pursuit. Success is a product of hard work, practice, and recognizing and taking advantage of opportunities, particularly stretch opportunities.Sean Ilenrey went from a homeless high school dropout to an award-winning executive in tech and keynote speaker. Turning his life around inspired him to help other professionals achieve their own goals through his organization, Corporate Dad. But that transformation didn’t happen overnight and required Sean to perform and grow in various stretch opportunities.We discuss:• What defines a stretch opportunity• Sean’s most challenging stretch opportunity• Benefits to offering stretch assignments to your team• How to get stretch assignments from your leadership• The behavior that has replaced “work ethic” as the most important element of success• How to recognize when you may be in over your head• When and how to seek coaching• The difference between a leader and mentor• How to prep for meetings with mentorsConnect with Sean on LinkedIn – https://www.linkedin.com/in/sean-ilenrey/CorpDad – www.CorpDad.comMusic courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/34 min
- I’m Not Your Ordinary, Everyday Fool featuring Rick Denton
Clark W. Griswold is not your ordinary, everyday fool – he’s an exceptional fool and one who loves travel. Whether it’s California’s Walley World, Europe, or Las Vegas, Clark has experienced a lot as a customer while traveling with his family. In this scene from 1983’s National Lampoon’s Vacation, Clark is experiencing was could have been a “relationship restoration” moment that could have cemented his loyalty for life.
Rick Denton can tell you about successes in a moment like this as well as disasters. Spoiler alert – it’s a disaster for Clark. Rick, probably just like the traveling Clark Griswold, believes the best meals are served outside and require a passport.
We discuss:
• How a Total Voice of the Customer approach leads to growth• His 3 Pillars of Total Voice of the Customer (VoC)• How VoC impacts both Internal and External Processes• How to gain insights from employees• How process fits into delivering your brand promise• How stories about your customers can change your employee perceptions• How he experienced the Japanese culture of omotenashi• How Relationship Restoration can drive customer loyaltyConnect with Rick on LinkedIn – https://www.linkedin.com/in/rickdenton/
EX4CX – https://www.ex4cx.com/
What if drug companies made commercials for… airlines – https://youtu.be/x1_Gw1GoEJk
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
44 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.