By Bill Gallagher
4.8
7676 ratings
The podcast currently has 602 episodes available.
How can businesses personalize their customer experience at scale?
This episode explores the power of personalization in the age of AI and how businesses can leverage data to create a delightful customer experience. David Edelman discusses the challenges and benefits of personalization, and provides examples of companies that are doing personalization well, such as Cisco, Marriott, and Aetna.
David Edelman is a personalization guru who's been shaking things up in the business world with his innovative ideas. From Harvard Business School to McKinsey and Aetna, he's got the know-how to help companies scale up their personalization game and create those "wow" customer experiences. He’s also the co-author (with Mark Abraham) of Personalized: Customer Strategy In The Age of AI.
Key topics Bill and Dave explore in this episode:
- Personalization is not just a marketing tactic, but a holistic customer experience that requires cross-functional collaboration.
- Companies need to shift their mindset from volume to value and focus on providing a personalized experience that delights customers without being creepy.
- AI can be used to enhance personalization by predicting customer needs and preferences.
- Data is essential for personalization, and companies need to gather both explicit and implicit data to understand their customers' needs and preferences.
- Companies have to avoid overwhelming customers with too much information.
- Personalization allows companies to differentiate themselves by providing a unique and valuable customer experience.
Chapters in this episode:
(02:42) Personalizing Music
(07:51) Delight vs. Annoyance in Personalized Experiences
(12:34) The Risk of Over-Personalization and the Aetna Example
(14:52) Sungevity: A Case Study in Personalization Done Right
(19:43) Cisco: Two Approaches to B2B Personalization
(26:40) Marriott's Quest for Personalized Hospitality
(31:45) The Value of Asking Questions
Thanks to David Edelman for being on the show!
Learn more about Dave at Edelman Advisory Services: https://www.edelmanadvisoryservices.com/
Get Dave’s book: Personalized: Customer Strategy In The Age of AI: https://www.amazon.com/dp/1647826276 (co-authored with Mark Abraham)
Bill Gallagher, Scaling Coach and host of the Scaling Up Business podcast, is an international business coach who works with C-Suite leaders to achieve breakthrough growth.
Join Bill in the Growth Navigator Coaching Program: https://ScalingCoach.com/workshop
Bill on LinkedIn: https://www.LinkedIn.com/in/BillGall
Bill on YouTube: https://www.YouTube.com/@BillGallagherScalingCoach
Visit https://ScalingUp.com to learn more about Verne Harnish, our team of Scaling Up Coaches, and the Scaling Up Performance Platform, which includes coaching, learning, software, and summit. We share how the fastest-growing companies succeed where so many others fail. We help leadership teams with the biggest decisions around people, strategy, execution, and cash so that they can scale up successfully and beat the odds of business growth.
Did you enjoy today’s episode? If so, then please leave a review! Help other business leaders discover Scaling Up Business with Bill Gallagher so they, too, can benefit from the ideas shared in these podcasts.
Subscribe via Spotify: https://spoti.fi/3PGhWPJ
Subscribe via Apple Podcasts: https://apple.co/3PKe00u
Bill on Facebook: https://www.facebook.com/billgall/
Bill on Twitter/X: https://twitter.com/billgall
This episode was produced by Story On Media & Marketing: https://www.successwithstories.com
In this episode, Bill shares his journey of scaling a business and the critical lessons learned from not having a coach during pivotal growth phases.
Multi-million dollar mistakes were made and Bill emphasizes the importance of seeking guidance to navigate challenges.
Always consider the value of coaching in your own journeys. The skills that got you here may not take you to the next level.
Keep scaling.
What is the role of intentionality in personal and professional growth?
In this episode, Jeff Karp discusses the power of intentionality, observation, and diverse thinking in problem-solving. Drawing inspiration from nature's problem-solving mechanisms, Karp emphasizes the importance of diverse teams and an "informal" advisory board.
Jeff Karp is a bioengineer, engineer, author, and researcher committed to improving our lives, health, focus, and productive purpose.
Key topics that Bill and Jeff explore in this episode:
- The concept of bioinspiration and its potential for innovation.
- The importance of diversity in teams and problem-solving.
- The benefits of building an "informal" advisory board.
- The role of intentionality in overcoming challenges and achieving goals.
- The power of observation and reflection in personal growth.
- The transformative power of failure.
- Strategies for managing distractions and harnessing the power of ADHD.
- Connecting with nature and attuning to the rhythms of life.
Chapters in this episode:
(03:07) The Origins of Bioinspiration
(11:00) The Superpower of Diversity
(15:39) Intentionality
(27:42) The Importance of Novelty and Newness
(33:18) The TEDMED Talk Experience
(45:38) ADHD: Challenge, Superpower, and Distraction Disruptor
Thanks to Dr. Jeff Karp for being on the show!
Learn more about Jeff: https://www.jeffkarp.com/
Get Jeff’s book: “LIT: Life Ignition Tools: Use Nature's Playbook to Energize Your Brain, Spark Ideas, and Ignite Action’: https://www.amazon.com/dp/B09NW4PGK3
Bill Gallagher, Scaling Coach and host of the Scaling Up Business podcast, is an international business coach who works with C-Suite leaders to achieve breakthrough growth.
Join Bill in the Growth Navigator Coaching Program: https://ScalingCoach.com/workshop
Bill on LinkedIn: https://www.LinkedIn.com/in/BillGall
Bill on YouTube: https://www.YouTube.com/@BillGallagherScalingCoach
Visit https://ScalingUp.com to learn more about Verne Harnish, our team of Scaling Up Coaches, and the Scaling Up Performance Platform, which includes coaching, learning, software, and summit. We share how the fastest-growing companies succeed where so many others fail. We help leadership teams with the biggest decisions around people, strategy, execution, and cash so that they can scale up successfully and beat the odds of business growth.
Did you enjoy today’s episode? If so, then please leave a review! Help other business leaders discover Scaling Up Business with Bill Gallagher so they, too, can benefit from the ideas shared in these podcasts.
Subscribe via Spotify: https://spoti.fi/3PGhWPJ
Subscribe via Apple Podcasts: https://apple.co/3PKe00u
Bill on Facebook: https://www.facebook.com/billgall/
Bill on Twitter/X: https://twitter.com/billgall
This episode was produced by Story On Media & Marketing: https://www.successwithstories.com
In this episode, Bill shares a story about the importance of being coachable and how leadership behavior impacts team dynamics.
He recounts a workshop experience with a CEO whose habits were affecting his team's engagement and accountability. A leader must lead by example and if the team's leader can't be coached, what message does that give to the team?
Bill emphasizes that true change starts with self-reflection and personal accountability, urging leaders to look in the mirror to foster a more effective and proactive workplace culture.
Keep scaling.
What role does emotional maturity play in effective leadership, and how does it differ from emotional intelligence?
This episode explores the concept of emotional maturity as a critical aspect of effective leadership. Christie Smith, co-author of the upcoming book “Essential,” discusses the importance of human connection, purpose-driven work, and creating a workplace culture that values diversity and inclusion.
Christie Smith is a leadership coach and advisor who has been helping Fortune 500 leaders navigate the complexities of the modern workplace for over 35 years. As the co-founder of the Humanity Studio, she's passionate about creating inclusive, purpose-driven work environments where everyone feels valued and empowered.
Key topics that Bill and Christie explore in this episode:
- Leaders acknowledging and addressing the emotional needs of their employees.
- The need for companies to create a safe space for employees to express their emotions and concerns.
- Aligning a company's stated values with its actions and behaviors.
- The role of leadership in fostering a culture of purpose, agency, wellness, and connection.
- Leaders being curious about their employees and understanding their motivations and aspirations.
- Creating a workplace culture where everyone feels valued and respected.
- The power of self-awareness and agency in building stronger connections with others.
Chapters in this episode:
(02:35) Emotional Maturity in Leadership
(08:20) The Impact of External Events on Employees
(17:23) The Mental Health Crisis
(24:20) Aligning Company Values with Actions
(31:09) Understanding Employee Needs and Aspirations
(46:59) Building a More Inclusive and Connected Workplace
Thanks to Christie Smith for being on the show!
Connect with Christie on LinkedIn: https://www.linkedin.com/in/christiesmithphd/
Pre-order Christie’s book (coming out in January): “Essential: How Distributed Teams, Generative AI, and Global Shifts Are Creating a New Human-Powered Leadership”: https://www.amazon.com/dp/1394276583
Learn more about human-centered workplaces via The Humanity Studio: https://thehumanitystudio.com/
Bill Gallagher, Scaling Coach and host of the Scaling Up Business podcast, is an international business coach who works with C-Suite leaders to achieve breakthrough growth.
Join Bill in the Growth Navigator Coaching Program: https://ScalingCoach.com/workshop
Bill on LinkedIn: https://www.LinkedIn.com/in/BillGall
Bill on YouTube: https://www.YouTube.com/@BillGallagherScalingCoach
Visit https://ScalingUp.com to learn more about Verne Harnish, our team of Scaling Up Coaches, and the Scaling Up Performance Platform, which includes coaching, learning, software, and summit. We share how the fastest-growing companies succeed where so many others fail. We help leadership teams with the biggest decisions around people, strategy, execution, and cash so that they can scale up successfully and beat the odds of business growth.
Did you enjoy today’s episode? If so, then please leave a review! Help other business leaders discover Scaling Up Business with Bill Gallagher so they, too, can benefit from the ideas shared in these podcasts.
Subscribe via Spotify: https://spoti.fi/3PGhWPJ
Subscribe via Apple Podcasts: https://apple.co/3PKe00u
Bill on Facebook: https://www.facebook.com/billgall/
Bill on Twitter/X: https://twitter.com/billgall
This episode was produced by Story On Media & Marketing: https://www.successwithstories.com
In this episode, Bill shares his personal journey of helping a friend transition out of the CEO role in a growing business.
He discusses the challenges of accountability within the team and how he implemented a functional accountability chart to distribute responsibilities.
Bill emphasizes the importance of company values in empowering employees to think independently and collaborate effectively.
Keep scaling.
How can leaders foster a culture of curiosity within their organizations?
This episode explores the power of curiosity in leadership and how it can be used to drive innovation, growth, and change within organizations. Jon Bassford shares real-world examples and practical strategies for cultivating curiosity in yourself and your team. By fostering a culture of curiosity, leaders can create an environment where employees feel psychologically safe to share their ideas and feedback, leading to improved operational excellence and better business outcomes.
Jon Bassford, CEO of Lateral Solutions, helps leaders level up their operations and achieve their goals. He's also the author of the upcoming book "The Curious Leader," a guide to cultivating curiosity for business growth and personal development.
Key topics that Bill and Jon explore in this episode:
- Curiosity in leadership and how it can drive innovation, growth, and change.
- The biggest hurdles to creating curiosity are egos, fear, comfort, and habits.
- The need for leaders to balance their own expertise with the need to be open to new ideas and perspectives.
- The need for leaders to be self-aware and to delegate tasks that are outside their zone of genius.
- Building a team with diverse skills and personalities, not just “A” players.
- The need for leaders to actively cultivate curiosity in themselves and their team members.
- Checking your ego and being open to new ideas and perspectives.
- The need for organizations to continuously analyze and improve their operations.
- Being willing to adapt in order to stay ahead of the curve.
Chapters in this episode:
(02:53) The Importance of Curiosity
(07:36) The Power of Clear Communication
(11:19) The Importance of Strategic Planning
(15:28) Creating a Culture of Innovation
(21:28) The Importance of Being Open to New Ideas
(27:14) Developing and Increasing Curiosity
(33:57) Operational Excellence
Thanks to Jon Bassford for being on the show!
Learn more about Jon: https://jonbassford.com/
In early 2025, be sure to get Jon’s book: The Curious Leader: Navigating the Power of Asking Questions and Fostering a Culture of Inquiry.
Bill Gallagher, Scaling Coach and host of the Scaling Up Business podcast, is an international business coach who works with C-Suite leaders to achieve breakthrough growth.
Join Bill in the Growth Navigator Coaching Program: https://ScalingCoach.com/workshop
Bill on LinkedIn: https://www.LinkedIn.com/in/BillGall
Bill on YouTube: https://www.YouTube.com/@BillGallagherScalingCoach
Visit https://ScalingUp.com to learn more about Verne Harnish, our team of Scaling Up Coaches, and the Scaling Up Performance Platform, which includes coaching, learning, software, and summit. We share how the fastest-growing companies succeed where so many others fail. We help leadership teams with the biggest decisions around people, strategy, execution, and cash so that they can scale up successfully and beat the odds of business growth.
Did you enjoy today’s episode? If so, then please leave a review! Help other business leaders discover Scaling Up Business with Bill Gallagher so they, too, can benefit from the ideas shared in these podcasts.
Subscribe via Spotify: https://spoti.fi/3PGhWPJ
Subscribe via Apple Podcasts: https://apple.co/3PKe00u
Bill on Facebook: https://www.facebook.com/billgall/
Bill on Twitter/X: https://twitter.com/billgall
This episode was produced by Story On Media & Marketing: https://www.successwithstories.com
How can leaders develop a more selfless leadership style?
In this episode, Bill talks with a world-renowned leadership coach about the importance of selfless leadership, the challenges of scaling up a business, and the role of coaching in leadership development.
Today’s guest is Marshall Goldsmith, a New York Times bestselling author and a world-renowned leadership coach who helps leaders achieve extraordinary things.
Key topics that Bill and Marshall explore in this episode:
- The importance of selfless leadership and how it can benefit businesses.
- The role of coaching in leadership development and how to find the right coach.
- How entrepreneurs can identify appropriate clients.
- Why coaches should never make coaching about themselves.
- The power of generosity in leadership and how it can inspire others.
- How to keep your mojo and stay motivated and enthusiastic about your work.
- The benefits of having a coach and how they can help you achieve your goals.
- The importance of being comfortable with discomfort and how it can lead to personal growth.
- Staying active and engaged in life and how it can keep you feeling young.
- Giving back to others and how it can make a difference in the world.
Chapters in this episode:
(03:06) Marshall’s Book, What Got You Here Won't Get You There
(06:12) The Importance of Selfless Leadership
(11:26) The Power of Making Decisions
(19:28) The Role of Coaching in Leadership Development
(27:26) Helping Others
(31:03) The Benefits of Working with Retiring CEOs
(41:58) Marshall’s AI Project
Thanks to Marshall Goldsmith for being on the show!
Connect with Marshall on LinkedIn: https://www.linkedin.com/in/marshallgoldsmith/
Learn more about Marshall: https://marshallgoldsmith.com/
Ask Marshall’s AI avatar some questions: https://marshallgoldsmith.ai/
Get Marshall's book, What Got You Here Won't Get You There: https://www.amazon.com/dp/1401301304
Bill Gallagher, Scaling Coach and host of the Scaling Up Business podcast, is an international business coach who works with C-Suite leaders to achieve breakthrough growth.
Join Bill in the Growth Navigator Coaching Program: https://ScalingCoach.com/workshop
Bill on LinkedIn: https://www.LinkedIn.com/in/BillGall
Bill on YouTube: https://www.YouTube.com/@BillGallagherScalingCoach
Visit https://ScalingUp.com to learn more about Verne Harnish, our team of Scaling Up Coaches, and the Scaling Up Performance Platform, which includes coaching, learning, software, and summit. We share how the fastest-growing companies succeed where so many others fail. We help leadership teams with the biggest decisions around people, strategy, execution, and cash so that they can scale up successfully and beat the odds of business growth.
Did you enjoy today’s episode? If so, then please leave a review! Help other business leaders discover Scaling Up Business with Bill Gallagher so they, too, can benefit from the ideas shared in these podcasts.
Subscribe via Spotify: https://spoti.fi/3PGhWPJ
Subscribe via Apple Podcasts: https://apple.co/3PKe00u
Bill on Facebook: https://www.facebook.com/billgall/
Bill on Twitter/X: https://twitter.com/billgall
This episode was produced by Story On Media & Marketing: https://www.successwithstories.com
What are the key stages of scaling a SaaS startup?
In this episode, SaaS veteran and serial entrepreneur Stijn Hendrikse shares his insights on how to scale a SaaS startup successfully. Drawing on his experience at Microsoft and other companies, Stijn discusses the key stages of scaling a SaaS company, the importance of building a strong team, and the challenges of balancing growth and profitability.
Stijn Hendrikse is a tech professional with 30 years of experience in SaaS and AI. He spent time at Microsoft and founded Kolungi, a B2B SaaS marketing agency.
Key topics that Bill and Stijn explore in this episode:
- The importance of teamwork and collaboration, drawing parallels between military experiences and business leadership.
- Insights into the unique culture at Microsoft and its focus on people and leadership development.
- Strategies for effective outbound marketing and the importance of adding value.
- Adapting to the changing landscape of content marketing and the need for hyper-relevance.
- The importance of customer success, service costs, and the "hero plus" pricing model.
- Understanding the T2D3 framework for achieving exponential growth in a SaaS business.
- The need to transition from individual problem-solving to system-based approaches for scaling effectively.
- Embracing a quarterly rhythm (like OKRs) for setting goals, driving urgency, and fostering accountability.
- Key milestones in the early stages of a SaaS startup and the importance of answering "what's it for?" and "who's it for?".
- The Rule of 40 and balancing growth and profitability in the SaaS world.
Chapters:
(02:34) Stijn Hendrikse’s Background
(08:42) Culture at Microsoft
(13:17) Spamming on LinkedIn
(23:06) Content Marketing
(30:56) SaaS Examples
(39:08) Stages of a Company
(42:35) The Rule of 40
Thanks to Stijn Hendrikse for being on the show!
Connect with Stijn on LinkedIn: https://www.linkedin.com/in/stijnhendrikse/
Learn more about Stijn and T2D3: https://www.t2d3.pro/stijn-hendrikse
Get Stijn’s book “T2D3: How some software startups scale, where many fail”: https://www.amazon.com/dp/B09HPDDHDY/ (co-authored with Mike Northfield).
Bill Gallagher, Scaling Coach and host of the Scaling Up Business podcast, is an international business coach who works with C-Suite leaders to achieve breakthrough growth.
Join Bill in the Growth Navigator Coaching Program: https://ScalingCoach.com/workshop
Bill on LinkedIn: https://www.LinkedIn.com/in/BillGall
Bill on YouTube: https://www.YouTube.com/@BillGallagherScalingCoach
Visit https://ScalingUp.com to learn more about Verne Harnish, our team of Scaling Up Coaches, and the Scaling Up Performance Platform, which includes coaching, learning, software, and summit. We share how the fastest-growing companies succeed where so many others fail. We help leadership teams with the biggest decisions around people, strategy, execution, and cash so that they can scale up successfully and beat the odds of business growth.
Did you enjoy today’s episode? If so, then please leave a review! Help other business leaders discover Scaling Up Business with Bill Gallagher so they, too, can benefit from the ideas shared in these podcasts.
Subscribe via Spotify: https://spoti.fi/3PGhWPJ
Subscribe via Apple Podcasts: https://apple.co/3PKe00u
Bill on Facebook: https://www.facebook.com/billgall/
Bill on Twitter/X: https://twitter.com/billgall
This episode was produced by Story On Media & Marketing: https://www.successwithstories.com
What are some of your most common fears people have when it comes to business communication, and how can you overcome them?
In this episode, Bill and his guest dive into the world of communication, exploring how effective dialogue can transform both sales teams and leadership approaches.
Today’s guest is Chris Jennings, a communications expert, business coach, and author who has turned his passions—including triathlons and entrepreneurship—into a winning strategy for helping sales teams thrive.
Key topics that Bill and Chris explore in this episode:
- The importance of clear communication in business and sales.
- How to overcome the fear of conversation in professional settings.
- The role of triathlon training in developing mental resilience.
- Techniques for turning frontline employees into key contributors to sales.
- The value of emotional intelligence in building trust with clients.
- Why authenticity in conversations leads to better connections.
- Practical tips for improving transitions between different business roles.
- Using DISC and other personality profiles to understand team dynamics. (DISC stands for Dominance, Influence, Steadiness, and Compliance.)
- The power of gratitude and abundance mentality in boosting personal confidence.
- How to prepare for challenging sales negotiations with a relaxed mindset.
Chapters in this episode:
07:35 - Communication Challenges in Business
15:40 - Sales Techniques and Special Teams
21:07 - Empowering Frontline Employees
26:39 - Role of Emotional Intelligence in Sales
33:41 - Overcoming Fear in Conversations
Thanks to Chris Jennings for being on the show!
Learn more about the Chris Jennings Group and get free copies of books by Chris (all you have to do is pay for shipping and handling): https://chrisjenningsgroup.com/
Or you can get Chris’ books from Amazon: https://www.amazon.com/stores/Chris-Jennings/author/B0BT2568KW
His books include “Conversations Made Easy: Building Your Playbook for Growing Sales and Connecting with Customers” and “The Client Retention Matrix: A How-To Guide for Growing Relationships: Proven Strategies to Keep Clients Longer, Increase Margins, and Guarantee Referrals.”
Connect with Chris on LinkedIn: https://www.linkedin.com/in/chris-jennings-8ba7193/
Bill Gallagher, Scaling Coach and host of the Scaling Up Business podcast, is an international business coach who works with C-Suite leaders to achieve breakthrough growth.
Join Bill in the Growth Navigator Coaching Program: https://ScalingCoach.com/workshop
Bill on LinkedIn: https://www.LinkedIn.com/in/BillGall
Bill on YouTube: https://www.YouTube.com/@BillGallagherScalingCoach
Visit https://ScalingUp.com to learn more about Verne Harnish, our team of Scaling Up Coaches, and the Scaling Up Performance Platform, which includes coaching, learning, software, and summit. We share how the fastest-growing companies succeed where so many others fail. We help leadership teams with the biggest decisions around people, strategy, execution, and cash so that they can scale up successfully and beat the odds of business growth.
Did you enjoy today’s episode? If so, then please leave a review! Help other business leaders discover Scaling Up Business with Bill Gallagher so they, too, can benefit from the ideas shared in these podcasts.
Subscribe via Spotify: https://spoti.fi/3PGhWPJ
Subscribe via Apple Podcasts: https://apple.co/3PKe00u
Bill on Facebook: https://www.facebook.com/billgall/
Bill on Twitter/X: https://twitter.com/billgall
This episode was produced by Story On Media & Marketing: https://www.successwithstories.com
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