Science of CX

Dave Carruthers is an entrepreneur specializing in high-growth tech businesses. He’s been involved in technology businesses for the last 10 years and has been behind a number of successful startups. 

As an entrepreneur with a passion for mobile technology he leads the VoxPopMe team. At Voxpopme, Carruthers works on video market research. 

Voxpopme's solution now helps leaders in every industry see the people behind the data, transforming the process of capturing and analyzing video insight.

Key Takeaways

• How Dave’s company, Voxpopme, has been able to fuse the rise of video to enabling customer conversations at scale.
• How and why businesses should embrace video as a way of building a network of employee and customer interaction. 
• Video based business and sales calls. 
• How positive customer feedback can go a long way in boosting employee morale and confidence. 

Connect with Dave

LinkedIn - https://www.linkedin.com/in/davecarruthers

Website - https://site.voxpopme.com/ 

Twitter - https://twitter.com/DaveCarruthers

Justin Varuzzo is a successful marketing professional with over twenty years of sales and marketing experience. 

He counts himself lucky to have had the incredible opportunity to blend his passion for music, technology, and visual storytelling into a revenue driving career in marketing. 

Justin’s passion and focus is at the intersection of marketing and customer service – it’s here where he believes organizations can build the strongest relationships with their clients and customers.

Key Takeaways. 

• The foundation for great customer experience. Building a team that equals your passion, and empowering them with the right resources for quality delivery. 
• Every company claims to have incredible CX, but what key features do they lack when engaging with the customer?
• Learning how to stand out as a CX conscious business by going the extra mile. 
• How small businesses can leverage direct connection with their customers, in order to make a difference, be respected, appreciated and build those long term relationships. 
• Negative reviews. We all hate them. But find out how you can use them to your business advantage. 
• Conducting a SWOT analysis of your competitors in order to advertise and strategize your business better. 

Connect with Justin

Linkedin -  https://www.linkedin.com/in/justin-varuzzo/  

Twitter - https://twitter.com/jvaruzzo   

Podcast - https://podcasts.apple.com/us/podcast/id1558206944  

website - https://marketingandservice.com/  

Reynaldo is a serial entrepreneur, author, speaker and expert in business development, smart real estate and technologies.

He enjoys using his tech background to increase value, revenue and create efficient processes.

One of the things that blew up Reynaldo’s real estate businesses was getting access to an ad grant which In turn he has been able to do for all his clients and friends to help them obtain a $120,000/yr worth of free Adwords, as well as helping uplift their local communities via philanthropic giving. 

Reynaldo loves to share his knowledge and experience to other people, especially those that understand the more they have, the more they can help.

Key Takeaways. 

• Creating the philanthropic arm of a business. 
• Reynaldo explains what the google grant program is and how corporations can benefit from it. 
• The step by step process of how Reynaldo and his team at Impact Annex handle consultations. 
• The nuts and bolts of how to create a non-profit, align it with your for-profit and later on obtain a grant. 
• How a US corporation can start a nonprofit in Canada without being physically located there. 
• The pros and cons of opening a non-profit either in the US or in Canada for a US based company. 
• How really does creating a non-profit arm of your business change the customer's perception of the business to a more trustworthy and positive one?
• How Reynaldo ensures that the two websites (nonprofit and for-profit) work hand in hand to bring in more traffic, create an impact, and educate the customers about your brand. 

Connect with Reynaldo

LinkedIn - https://www.linkedin.com/in/reynaldoasantana/ 

Website - https://www.reynaldosantana.org/ 

Janine Hamner Holman is an internationally recognized speaker, author, and expert on conscious leadership, organizational development, neurobiology, and what it takes to attract and retain world-class talent.  

As CEO of the J&J Consulting Group, she brings more than 30 years’ experience to her work where she uses scientifically validated strategies and tools to build high performance teams. She has worked with everything from Fortune 200 companies to local nonprofits and everything in between.

Key Takeaways

• MIT’s take on what’s driving the great resignation; Organizations not having enough diversity and inclusion, toxic organizational cultures, and unethical organizational practices. 
• Diversity as a way of appealing to more millennials and Gen Zs customer base. 
• Managing via the platinum rule as opposed to the golden rule i.e ( Do unto others as they would have done unto themselves. )
• Helping your newly promoted organizational leaders and managers to transition into their new positions. 
• Self-fulfilling prophecies. How being positive can go a long way in uplifting your employees’ spirits. 
• Why it’s important to focus on work productivity instead of work hours. 
• Creating a psychologically safe work space where your employees and team members can comfortably voice their thoughts and opinions. 

Connect with Janine

LinkedIn - https://www.linkedin.com/in/janine-hamner-holman/ 

Twitter - https://twitter.com/JanineHamner 

Website - https://janinehamner.com/ 

Email - [email protected]  

Joe Welu is the founder and CEO of Total Expert, the fintech software leader that launched the first customer experience platform purpose-built for modern financial institutions. 

Since 2015, Joe has led Total Expert's vision, culture and growth to nearly 300 employees today. 

The company powers RM, marketing and customer engagement for more than 150 companies-from leading community banks and credit unions, to 3 of the nation's top 10 banks, and 9 of the top 15 mortgage lenders. 

Total Expert's growth has skyrocketed since its inception; in 2020 alone, it ranked #17 in the Inc. 5,000 Most Successful Companies in the Midwest, #3 in the Minneapolis/St. Paul Business Journal's 2020 Fast 50, and #82 in the Deloitte Tech Fast 500.

Key Takeaways

• Is the level of service still the differentiator in financial services and banking? 
• Why most financial service organizations and banks are still unable to bridge the gaps and capitalize on the full potential of a great customer experience 
• How banks and financial institutions can leverage the huge amounts of data they receive into designing a customer journey mapCombining the C.X data, CRM data, and the leading data so that organizations can have a better customer lifetime value, whilst taking into account the dynamic ever-evolving nature of the customer's profile
• Why companies should revisit their customer profile more often;How change has affected the customer's way of thinking, their behavior, and ultimately the way they interact with a product or a service, and that's 
• Relationship building via quality communication
• How Joe and his team address the knowledge gaps or the process gaps present in an organization. 

Connect with Joe

LinkedIn - https://www.linkedin.com/in/joe-welu-4056726/ 

Website - https://totalexpert.com/ 

Twitter - https://twitter.com/TotalExpertInc 

Bruno Pešec helps business leaders innovate profitably. 

He is the rare innovator who can claim that he's worked on a regulation-defying freight train and an award-winning board game. 

In addition to his corporate experience with brands like DNV, DNB, and Kongsberg Group, Bruno runs a community of entrepreneurs of several thousand members. 

He is currently undertaking a doctorate in organizational change, with a specific focus on the issues with innovation in large enterprises.

Key Takeaways

• Exploring what being a minimalist world traveler means. 
• Insight into Bruno’s new book Augmented strategy: How to combine human intuition with insights from data, to make better strategic decisions faster.  
• How to convert the overwhelming amounts of data that are at our disposal and use it to enhance our decision-making processes.
• The different types of data that are out there and which ones business leaders should be keen on.
• Why most companies just collect cx data and do not take action, thus leaving them stuck in the primitive stages. 
• Knowledge and information management within an organization. 
• Identifying high stake decisions. 
• Modern innovation strategies. Why companies should tackle problems individually when creating a foundation. 

Connect with Bruno

Website - https://www.pesec.no/ 

LinkedIn - https://www.linkedin.com/in/pesec/?originalSubdomain=no 

Twitter - https://twitter.com/brunopesec?lang=en 

Amazon - https://www.amazon.com/Augmented-Strategy-intuition-strategic-decisions/dp/8269267406

Stormie Andrews is the co-founder of Yokel Local, Nevada’s premier inbound marketing agency located in Las Vegas. 

Since 2010, Yokel Local has helped organizations generate hundreds of millions in revenue by implementing strategies and tactics that are supported by the exact concepts you will learn in today’s podcast. 

Stormie’s passion is to make it much easier for organizations to attract their ideal clients by understanding how their prospects think in order to experience what it’s like to achieve ridiculous growth!

He is a licensed practitioner of Neuro-Linguistic Programming (NLP), an award-winning author, Forbes contributor, HubSpot contributor, recognized buyer persona expert, HubSpot Certified Trainer, and featured marketing expert by the Nevada Department of Business and Industry.

Key Takeaways

• How to understand and create great personas for your CX journey.
• Attracting your ideal clients through understanding a prospect’s mindset; Thus leading to predictable flow of customers. 
• How to create messaging that resonates to your ideal clients better than your competitors. 
• Getting insight about your prospective buyers from your employees. 
• Learning what establishes and differentiates a marketing qualified lead from a sales qualified lead. 
• Why the customer facing groups in your organization are the best shot at improving your CX strategies. 
• Why it’s important to change your internal and external messaging in order to address the constantly changing global culture. 
• Revisiting and making changes to your buyer persona on a regular basis. 

Connect with Stormie

Facebook - https://www.facebook.com/stormie.andrews.3 

Instagram - https://www.instagram.com/stormie_a/

Linkedin - https://www.linkedin.com/in/stormieandrews/

Twitter - https://twitter.com/stormieandrews

Free Resources - http://outsmarttools.com/ 

Amazon - https://www.amazon.com/Stormie-Andrews/e/B09CHHJM6P?ref_=dbs_p_pbk_r00_abau_000000

Terry Begue is the owner Begue Painting Inc. and the author of “Attract & Keep Customers for Life”

As a business owner, International speaker and author, Terry is passionate about helping entrepreneurs and small business owners who, more than anything, want to provide a great life for their families. 

Terry started his painting company when he was 18 and still hasn't found any job he loves more than taking care of his clients and teaching others how to do the same! 

This love for his clients along with 30+ years building systems to reach the highest standards of service, has resulted in the kind of success that Terry wishes for everyone - loyal repeat clients who do marketing for you!

Key Takeaways.

• How Terry started his entrepreneurial journey, alongside lessons he’s learned along the way. 
• The steps Terry took to improve his people skills when he was starting off as a young painter. 
• Defining The Four abilities: Likeability, Believability, Trustability, and Wow Ability. And how you too can adapt them over time. 
• Asking for testimonials in order to learn the areas you should improve on, and you can better serve your customers. 
• Terry explains why he gives the customer permission to nitpick as a way of extending trust to get trust back.

Connect with Terry

LinkedIn - https://www.linkedin.com/in/terrybegue/ 

Website - https://www.terrybegue.com/ 

Facebook - https://www.facebook.com/TerryBegueSpeakerAuthor/ 

Twitter - https://mobile.twitter.com/terrybegue 

Instagram - https://www.instagram.com/terrybegue_/ 

Amazon - https://www.amazon.com/Terry-Begue/e/B08667Q9Z7%3Fref=dbs_a_mng_rwt_scns_share

In 2002 Matt began working with business owners through his digital marketing agency, inConcert Web Solutions, to improve their bottom line, gain more clients, and grow their respective businesses. 

He sold his agency in 2018 so that he could focus on helping businesses get more word of mouth referrals! 

Matt believes that creating deeper and more meaningful connections will result in more word of mouth referrals. He personally uses this philosophy in his own business.

Since 2002 Matt has spoken at hundreds of business events, seminars, trainings, conferences, and associations, including Score, The Better Business Bureau, The National Paving Expo, and the Vacation Rental Success Summit in Toronto, Canada.

Key Takeaways.

• Matt shares the lessons that he has learned from his immense success in both starting and exiting businesses
• The importance of building relationships with suppliers, vendors, partners, employees, and more importantly the customers.
• Why business owners and founders should reach out and keep in touch with partners and other contacts from past business deals or ventures. 
• Reaching out and contacting five people a day as a way to grow your contact list, and build relationships. 
• The advantages of working with people who bring you joy and learning.
• Why  putting your customer's best interests at heart is a great strategy for any business or brand.

Connect with Matt

Website - https://breakthrough-champion.com/ 

LinkedIn - https://www.linkedin.com/in/mattwardspeaks/ 

Facebook - https://www.facebook.com/breakthroughchampion 

Instagram - https://www.instagram.com/mattwardspeaks/ 

Twitter - https://twitter.com/mattwardspeaks

Benjamin Bressington is the CEO of Behavior Sales, a leading personality intelligence company. 

Benjamin is also a speaker and author of multiple books. With the latest book “People Ignorant: Unlocking Success, Confidence & Influence.”

Ben has a Law & Criminology degree from Australia. He spent 10 years helping Fortune 1000 companies apply gamification principles to their sales and communication process.  And now spends his time helping people improve their sales conversations. Specifically helping people to close deals faster and discover the hidden opportunities in our daily communication.

If you’ve ever wanted to have more influence, persuasion, or close deals faster. You will love listening to what we are talking about in this episode. 

Key Takeaways. 

• Learn how personality impacts your business sales, and how you can use it  to get more leads. 
• The four major bird personalities. Learn how to communicate, lead and manage the different personalities in your business setting.
• The great resignation. How to detect unsatisfied employees and help them before they decide to quit or pivot.
• Information management. How to prep for and ensure a smooth workflow in case a valuable employee decides to leave. 
• The body languages you should watch out for when closing a client.  
• How to analyze your zoom calls for more data. 

Connect with Ben

Website - http://behaviorsales.com 

Facebook - https://www.facebook.com/benjamin.bressington

LinkedIn - https://www.linkedin.com/in/benjaminbressington