Science of CX

On this Episode # 53, Steve is joined by Greg Kihlstrom, Co-Founder and Co-CEO of www.careergig.com, a Freelance Platform that brings people together. Their reputation and matching platform helps both companies and freelancers find each other, saving time to focus on creating great work together. CareerGig is the platform both freelancers and companies rely on for the assurance, reliability and sense of community needed in the growing gig economy. Greg is also the author of the book The Agile Workforce.

To get in touch with Greg:

(Company: The Agile World)

(Twitter)

(LinkedIn)

Greg's Podcast: The Agile World with Greg Kihlstrom

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The Science of CX is a groundbreaking new weekly podcast developed to address the millions of businesses that need to learn techniques to compete better in today’s business landscape, by using CX as the cornerstone of a new strategy.

Join Steve Pappas in the lab as he puts his 25+ years to the test to make your business soar, grow and accelerate.

Learn how to turn new customers into the most loyal customers and be on the mind of everyone in town. Whether you’re a beginner or seasoned expert, you will learn something useful in each and every episode.

CXpert - interviews with CX Leaders and Influencers that have made it their business to treat customers like a million. Steve, will use his years of CX-Centric business knowledge to bring out cool ideas for every business owner or leader to learn new techniques and also avoid some pitfalls.

In this Episode #52, I got a chance to sit down with Dina and Don Ortiz. They have been pleasing audiences around the world and especially to the US Troops on bases in many foreign countries with their band. Dina and Don are incredible people and souls that are built on the premise of the customer deserves the best, but along the way they built a very unique business out of pleasing their audiences. Join me as we talk about what it takes to build a real people pleasing business in the music industry.

We also got to talk about their book 31 Cents to 43 Countries, Hardcore Tips To Increasing Profits :

#1 Amazon Release in Outsourcing and Entrepreneurship

Winner in the 2020 IAN Book of the Year Awards for Outstanding Non Fiction Business/Sales/Economics Category

Bio

From performing as a street musician to meeting and starting with only 31 cents in their pockets collectively, Dr. Dina Preston-Ortiz and husband Don Ortiz have successfully performed in 43 countries and 26 global tours without management or record deal. By working with the Department of Defense Armed Forces Entertainment division, U.S. State Department and Fortune 500 companies they bring a message of how-to guide and lead SUCCESS in dynamic environments!

Dina and Don are passionate about entrepreneurial thinking. As international speakers, they enjoy sharing their expertise on how to launch and grow companies in environments of constant change. They love coaching on how to capitalize on the unknown while finding solutions in difficult situations and growing the bottom line organically.

Here is the sketch note for this fun episode:

Links

Check out their music here: https://dinaprestonband.com/

Visit their website here: https://deospeaks.com/

Subscribe to Dina Preston Band on YouTube

Connect with Don and Dina and subscribe on LinkedIn, Facebook,  Twitter, and Instagram

Today, Steve uncovers some of the missing links in business operations. Steve's guest is Alicia Butler-Pierre, CEO of Equilibria, Inc.

Check out the Sketchnote of this episode with Alicia.

Alicia's Bio:

Alicia Butler Pierre is the founder and CEO of Equilibria, Inc., a 15-year-old operations management firm. She specializes in increasing bandwidth for fast-growing organizations via business infrastructure. Alicia has a B.S. in Chemical Engineering from Louisiana State University, an MBA from Tulane University, and a Lean Six Sigma Black Belt certification. Combined, her content has over three-quarters of a million views across various online platforms. Alicia hosts the weekly Business Infrastructure: Curing Back Office Blues podcast. She’s also the author of the 2x Amazon bestseller, Behind the Façade: How to Structure Company Operations for Sustainable Success. Committed to doing the right things the right way, Alicia's mantra is "to leave it better than you found it." 

Alicia's Contact Details:

Book: https://www.amazon.com/Alicia-Butler-Pierre/e/B07JJNF5X8?ref=sr_ntt_srch_lnk_1&qid=1578492380&sr=8-1

LinkedIn: https://www.linkedin.com/in/aliciabutlerpierre/

Twitter: https://twitter.com/alicia_b_pierre

Facebook: https://www.facebook.com/AliciaButlerPierre

Instagram: https://www.instagram.com/Alicia_B_Pierre/

The customer experience is often dependent upon the broader experience of the workforce. This has several parts, 1) the human interface, 2) the value received, and 3) ongoing innovation that creates additional value and keeps the customer coming back.

Check our our SKETCHNOTE of this Episode with Dan

For more information reach out to Dan at:

DanielEdds.com

[email protected]

In the 3rd and final part in this special series, Steve sits down with Gary Witt, the CEO of the Pabst Theater Group in Milwaukee Wisconsin. Steve and Gary, speak about how it has been to have shut down all of his venues for so long and how live entertainment goes so far beyond just entertainment for a city. It is the heart and soul of a city and greatly contributes to a city's financial economy.

Gary's Bio:

Arriving in Milwaukee via Chicago in 2002, Gary Witt is the CEO of the Pabst Theater Group, a multi-faceted entertainment organization whose activities include the booking, marketing and hosting of over 700 events per year in and around the city of Milwaukee in iconic, creative places of public assembly (The Pabst Theater, Riverside Theater, Turner Hall Ballroom, BackRoom and others) that help to build community, loyalty and reinforce identity and heritage for Milwaukee. 

To learn more:

(twitter): @Iamablur

(web): https://pabsttheater.org/

(linkedin):

As we are all aware by now, a huge amount of global workers are continuing to work their jobs from home. Thousands of workers that used to commute and work in a physical building are now hold up in their dining rooms, bedroom, dens and basements or garages, working hard to keep companies moving forward. We have a guest on today, Clare Price, that has been a WFH person most of her career and has taken all the things she has learned and written and great "how-to" book, called Making Remote Work.

Please feel free to download her book from the link below, compliments of Science Of CX.

Clare Price is CEO of Octain, a global strategic planning consultancy that helps small and mid-market companies grow to dominate their markets by Fueling the Speed of Business. Clare began working remotely in the 1980s as a tech reporter for InformationWeek magazine, and later as a research director for Gartner. Prior to launching CFP MediaGroup (now Octain), she was Vice President of Research for Demand Metric, a strategic marketing advisory service where she led the research analysis into cloud computing applications for marketing automation, social platforms, and several other products.

Clare is an author of two books and an experienced speaker with clients like American Marketing Association, Vistage, and many others.

Twitter: @clarestweets

LinkedIn: Clare Price

Free Book download: MAKE REMOTE WORK: A Resource Guide for Thriving in the Remote Economy

Website: https://www.octaingrowth.com/

In this episode of ScienceOfCX Steve catches up with the ever busy Professor in Residence at ZOHO Corporation, Emily Sloan Pace Ph.D. Emily divulges some of the keys to CX Success in a software company as large and global as Zoho yet very customer-focused.

In, Part 2 of our Special Edition Series: 2020:The Year our Music Stopped, we get time to sit down with my cousin, AJ Pappas. AJ is a long-time veteran touring musician, having toured all over the world with Popa Chubby and now with Gary Hoey.

I wanted to have an episode that touches on another aspect of what we have lost, our live music experiences, but from a musician's perspective.

I think you will enjoy better understanding what the pandemic and 202 has meant to artists, bands and all of the great folks that make live music happen for us to enjoy.

In this episode of ScienceOfCX, I was sit down with Gordon Schleffer, VP of Customer Care at Magellan Health and chat about how healthcare is changing in 2020. We talk about everything from hiring, training, Work From Home, Employee Engagement and Experience to process, knowledge and technology.

Listen in and join the conversation around healthcare's future.

In March of 2020, COVID-19 had escalated to National and Global Emergency Levels. Very few people are talking about how entertainment of all types stopped also, especially live music. According to NIVA, the National Independent Venue Association, there is a possibility that 80-90% of all Independent Music Venues might close for good.

This could cause a real shift in our culture as to how we experience live music for the next few months and on into the future. As this podcast centers around experiences of customers, I thought it'd good to delve into the music world with the people that put on live music, promote it, supply all the equipment and of course play live music on stage for all of us to experience.

In this 'special edition' podcast series, I was able to sit down with folks like Tim Messina, owner of Studio Labs and Events United to understand the effects from a production perspective and Peter Ramsey, President and CEO of the Palace Theater, a historical non-profit venue in Manchester, NH.

Please listen in to what I would say was a very honest and hopeful account of the impact COVID-19 has had on Live Music and Entertainment and the possible changes to our Venue Landscape for our future.