Science of CX

Brian Gregory is the Founder and ceo of Admanity.com and creator of the breakthrough algorithm behind the admanity®protocol. He is also a former 20-year publisher of large, citywide magazines in the Phoenix market as well as an expert in direct selling. 

Admanity is the first company to create an online test and predictive emotional algorithm to determine the best emotional advertising strategy for any business, in any niche. 

The simple Admanity test isolates one of 15 emotional archetypes best suited for the business is the only algorithm that can identify a company’s emotional archetype and then identify its ideal advertising strategies, tactics, formulas, and even copywriting tactics. 

It gives agency-level recommendations that the brand can use for years. 

In addition to creating Admanity algorithm for The Admanity Protocol, he has written over 2,000 pages of Admanity curriculum and training materials, as well as being the author of the book “Sheep Don’t Eat Complicated Grass!” 

Brian is an expert in emotional marketing and advertising tactics and is a skilled, entertaining speaker and podcast guest.

Key Takeaways

• The magical test that Brian’s company, Admanity, offers small business owners, as a way to classify and predict the nature of a business
• Business archetypes. Brian shares with us the science behind his company, and how exploring the emotional connection between a business and its customers is the key to creating powerful business stories.
• How any business owner can harness the power of emotions to sell. And how knowing your business archetype lays the foundation for such a project. 
• How Admanity differs from an ordinary agency. Brian shares how his team helps its clients in building a powerful brand that is psychologically on point
• The most successful emotional triggers as utilized by leading brands in prosperous advertising campaigns
• Brian talks about his book, Sheep Don't Eat Complicated Grass, and its connection to his business philosophy

Connect with Brian

Website - https://admanity.com/ 

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

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

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

Sheep Book - https://sheepdonteatcomplicatedgrass.com/wp-content/uploads/2017/07/Sheep-Book-Sales-Letter-FINAL-July-2017.pdf 

Tyler Horsley, Founder and CEO of Nuclear Networking has worked in technology and performance marketing for 13 years.  He spent his first career before building Nuclear Networking working in service and federal intelligence at DHS, IRS, and a federal military contracting firm.

Tyler founded Nuclear Networking in 2010. He studies the landscape and positioned Nuclear Networking as a niche performance and deliverable-based marketing firm focused solely on growing his client’s businesses. 

He brought many former business owners on board to build an elite firm with unmatched business acumen that would allow Nuclear Networking to successfully serve investors in private equity, portfolio management, and more. 

SEO, live analytics reporting, and Digital advertising strategy is their core competencies.

Key Takeaways

• The difference between traditional digital marketing agencies and what Tyler and his team are involved in
• Marketing activities that small companies can practice in order to stay above the digital noise
• Learning to adapt through economic uncertainties
• Three questions every company needs to have the answers to; Who are we as a business? What guarantees can we offer our customers? and Are we doing a good job at pre-educating our prospects?
• Why it’s important for a company to first ensure it has a scalable infrastructure before trying to establish its niche or work out its pricing
• The kind of lead generation content that is good enough to get customers interested in what you have to offer
• A few examples of acquisition practices that a company can do for its customers in order to get more business deals

Connect with Tyler

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

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

Twitter - https://twitter.com/MrTylerHorsley 

Vinnie Potestivo is an Emmy Award-winning media advisor with a 25 years track record of guiding personal brands and founder-led businesses to new heights through strategic content distribution, brand visibility, and media reach. 

As an advocate for independent creators, he hosts "I Have A Podcast®" and serves as the editor-in-chief of ihaveapodcast.com, a premier destination for indie podcasters looking to advance their careers. He also shares valuable creator economy business strategies, insights, and experiences with co-host Judi Fox on "Let's Talk Social Audio."

As a television network executive at MTV Networks (98-07) he discovered talent & developing new ways to support their goals. Pioneering how brands and business owners could contribute to their public narrative, he helped them become hosts, stars, and producers of their own tv series. Early hits include Punk’d, The Osbournes, Wild 'N Out, TRL, 8th & Ocean, Laguna Beach, & The Challenge. Talent brands he helped launch include Mandy Moore, Nick Cannon, Lindsay Lohan, Ashlee Simpson, Kelly & Jack Osbourne and so many more. 

Since then, he and his team at VPE.tv have continued to be well-trusted connectors who develop and distribute original content across all media platforms. Especially podcasts! 

Key Takeaways

• Vinnie’s experience working for MTV as a young and energetic creator
• The transitional period for MTV, and the process they had to undergo in order to reinvent themselves
• The approach Vinnie takes when handling his new clients and media creation projects. How and why he ensures that the content being produced perfectly matches the artiste
• Steps you can take in order to successfully launch and grow your podcast or vlog
• Blogs as a tool for brand growth

Connect with Vinnie

Website -  https://vpetalent.com/ 

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

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

Twitter - https://twitter.com/vinniepotestivo 

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

YouTube - https://www.youtube.com/vpetv 

Dan is Guidde's co-founder and an entrepreneur having walked the path as a founder and operator at multiple startups and large corporations over his 20-year career. 

Prior to Guidde, Dan served as the VP of Product and first business hire at Upstream Security, a venture-backed and leading automotive cloud cybersecurity solution provider. Before Upstream, Dan was Co-founder and VP of Marketing for Qwilt, a venture-backed startup, from inception to becoming the market leader in Edge Content Delivery with eight-digit annual revenues. 

Earlier in his career, Dan held a variety of product and marketing roles in leading vendors such as Crescendo Networks (acquired by F5 Networks), Juniper Networks, and Kagoor Networks (acquired by Juniper) as well as engineering management positions at Kagoor Networks and Seabridge (Nokia Siemens Networks). 

Dan holds a Bachelor's degree in Computer Science and Business from Tel Aviv University Magna Cum Laude and an MBA (Marketing) from the Leon Recanati School at Tel Aviv University.

Key Takeaways

• Guidde’s mission: to help businesses access the right knowledge for their operating procedures
• Continuously improving  your knowledge-capturing processes
• Dan’s take on the type of companies that can implement their knowledge management system
• Alternative ways to share information, and why it’s important to diversify your knowledge management tools
• How anyone can work with the Guidde team to come up with the best ways to capture information

Connect with Dan

Website - https://www.guidde.com/ 

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

Email - [email protected] 

Rob is a seasoned software developer and technology professional. 

His background includes over 30 years of design, development, and solution creation. In the past, Rob's roles have included staff developer, director of development, and architect administrator. 

He received his MBA (with a concentration in e-Business) at the University of Phoenix and also holds a BS in Computer Science from the Rose-Hulman Institute of Technology. 

Rob has written and published a semi-biographical book, e-books, and a book on software development careers. He is also a podcaster and a regular contributor to the blog titled Develpreneur. 

Key Takeaways

• Spending time in your customer's shoes. Learn how you can occasionally dig in, understand, and leverage your client’s needs 
• Rob’s working process. Rob’s method of ensuring an organization’s goals are aligned in all departments so that there’s uniformity in expectations vs deliveries
• The information Rob needs from a business before he can recommend possible solutions
• The obstacle is the way. Learn how you can start turning your errors and failures into success 
• A solution-building system. Rob explains why understanding your customer’s expectations and experience is the key step during the design phase of building a solution
• Areas in which Rob is proficient in the digital assistant niche
• Seeking feedback on your customer’s definition of success

Connect with Rob

Website - https://rb-sns.com/ 

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

Twitter  - https://twitter.com/rbcposts 

Schedule a free call - https://calendly.com/rob-interview/1-hour-discussion

John Livesay, aka The Pitch Whisperer, is an incredible keynote speaker. His TEDx talk: "Be The Lifeguard of Your Own Life" has over 1,000,000 views and was featured on Larry King’s Show. 

He prides himself in having the innate ability to motivate companies’ sales teams to turn mundane case studies into compelling case stories so they win more new business. From John’s award-winning career at Conde Nast, he shares with us today the lessons he learned.

John is the Best-selling author of the book Better Selling Through Storytelling, he’s the creator of the online course "Revenue Rockstar Mastery.", and the host of his own Podcast “The Successful Pitch” which is heard in over 60 countries.

John also has a new book, The Sale Is in the Tale, which is a business fable set in Austin, TX, and is about a sales representative whose old ways of selling are not working anymore. 

Key Takeaways

• You might have heard of a dog whisperer or even a horse whisperer, but I bet you’ve never had of a pitch whisperer before. John kickstarts the episode by narrating to us how he got his nickname the pitch whisperer; how the name grew on him, leading him to eventually make the name a part of his brand
• The power of storytelling as a solution to modern-day problems experienced by salespersons
• The secret to great storytelling;  constructing an emotional connection with your audience
• Creating your brand ambassadors, and how John leverages his brand ambassadors as a way of winning spots at speaking events
• How storytelling differs from communication through facts and figures
• Learn how you can turn a simple elevator pitch into an elevator story. 

Connect with John

Website - https://johnlivesay.com/  

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

Twitter -  https://twitter.com/John_Livesay  

Book on Amazon - https://www.amazon.com/Sale-Tale-John-Livesay/dp/B09R3GF5MT  

Free chapter of ‘The Sale is in the Tale” - Text pitch to 66866

Amanda Ono has spent her career learning to maximize a company's most valuable investment — its people. 

Boasting over 20 years of international experience in organizational development, HR consulting, and change management, she’s implemented successful talent and leadership initiatives in six countries across four continents. 

You can currently find her at Resolver, a Kroll business and worldwide leader in defining risk intelligence, making her mark as both VP of Customer Experience and VP of People & Culture.

Key Takeaways

• Amanda’s career journey. How she unknowingly found herself on the cx path, and the passion she has working as a hr officer at Resolver
• Employee satisfaction. Amanda discusses the personal experiences that she went through, which made her come to the conclusion that happy employees, equal happy customers
• Implementing technologies at Resolver. How Amanda placed herself in her customer’s shoes as a way of taking note of and fixing missing links in the cx journey
• Promoting customer empathy within an organization’s team, and why this is really important on the road to creating long-lasting relationships with your customers
• Why hiring and acquiring the right talent is the most important step for a business's success
• What cx skills has Amanda gained as a result of working in other countries?
• Planning ahead, and why drafting risk mitigation strategies is critical for business growth

Connect with Amanda

Website - https://www.resolver.com/ 

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

Twitter - https://twitter.com/amandaono 

Soon Yu is an international speaker, award-winning, and best-selling author on branding, innovation, and design. He is also a Forbes contributor who has been featured in the Wall Street Journal, Washington Post, Entrepreneur Magazine, and New York Times.

Soon Yu’s latest book, Friction, asks businesses to consider adding more friction for their customers and employees in order to create greater engagement, meaning, belonging, rapport, assurance, competence, and exclusivity.

He is a highly sought-after speaker on leadership, branding, innovation, design, & entrepreneurship, and has taught at the Parsons School of Design and often guest lectures at Stanford University (where he received his MBA and is active with the GSB Asian Alumni Association).

Key Takeaways

• Good friction versus bad friction and what's the difference?
• Why a business needs friction in order to illicit the happy chemicals in customers; namely dopamine oxytocin, serotonin, endorphins, and adrenaline
• Less friction doesn't necessarily translate to more business, because there are cases where great friction creates brand loyalty
• From a design perspective, we discuss how companies can construct a framework where they create the necessary friction needed for customer retention and brand establishment
• Examples of other ways to create good friction
• The Moroccan tea experience and the ritualistic aspect of food

Connect with Soon Yu

Website - http://www.soonyu.com/ 

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

Twitter - https://twitter.com/SoonSpeaks 

YouTube - https://www.youtube.com/channel/UCa5EzORu3rSSdh6egGHRecg 

Jen is referred to as the leading expert in creating world-class teams. She works with high-achieving leaders and entrepreneurs who are stuck at 6-figures and want to reach 7-figures per year. 

Through her masterminds and private mentorship, Jen dramatically improves her leadership skills to build powerful teams that enable multiplied results in record time, while designing a balanced and exciting personal life.

Jen is the author of numerous Amazon #1 best-selling books, the host of two (2) top-ranking podcasts, and the Producer and Host of her own TV Show – Tell Me I Can’t – reaching over 350 million homes monthly. 

As a Leadership Advisor and Mentor, she is relied on by top brands and companies to assist with her proprietary techniques to create powerful teams, Align Priorities and Time Management, Accelerate Business Relationships, Rapidly Scale-up systems, Increase Sales, Systematize Leadership and Management, all while helping leaders create a life of Luxury.

Key Takeaways

• A trip down memory lane. Jen gives us a quick look into the dark side of her childhood, and how this experience pushed her into seeking a better life. 
• The tipping point that led Jen into throwing in the towel on her fast-paced business lifestyle, and instead focusing on creating the right principles and procedures in her personal and professional life. 
• Jen’s methods for nurturing and looking after her clients, in order to ensure they’re afforded a five-star customer experience
• Why treating your clients like they're your friends is beneficial and crucial for any business seeking new client attraction
• Jen shares with us her secret about how she’s able to run multiple businesses, and still find ample time to relax with friends and family
• The 3V formulae to scaling  your business at whatever stage you’re at; Vision, Values, and Voice

Connect with Jen

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

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

Email -  [email protected] 

Bill Price was Amazon’s first global vice president of customer service and is the founder and president of Driva Solutions, a consultancy dedicated to creating highly effective customer contact strategies and operations. 

He has more than 35 years of experience advising and directing major operations in more than 160 leading companies. 

Bill is also the co-author of The Best Service is No Service and Your Customer Rules! A book that sheds light on how frictionless organizations cut costs, grow revenue and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.

Price is a frequent keynote speaker, graduate school instructor in marketing and global business management, Board member, and Advisor to CustomerThink with more than 50 posts. He graduated from Dartmouth College and the Stanford Graduate School of Business and lives with his wife Lori in Bellevue, Washington. 

Listen to today’s interview with Bill, and find out how you too can remove friction for any business from start-ups to major multinational corporations, and deliver great customer experiences with less effort.

Key Takeaways

• Bill narrates the pivotal moment he realized that customer experience was a vital part of the various organizations and companies that he has worked with
• Why is it dangerous to shield senior executives from the true voice of the customer?
• The techniques companies should apply to the process of drafting their senior executives into being more involved with the customers.
• Bill talks about the differences in business strategies that he has come across from the many organizations that he has been part of during the research and writing of his books
• Companies and Senior Business Executives need to start making decisions not based on profitability but based on long-term goals and objectives
• The companies Bill has worked with for his book: ‘The Frictionless Organization’
• Competition in business, and why the rush to turn digital has led many companies to settle for digital tools that are confusing and difficult to navigate for their customers
• Traits that a frictionless organization should exhibit, and how you too can test your organization against these metrics
• Bill names a few companies that are getting it right alongside businesses that other companies should try to emulate

Connect with Bill

Website (Company) - http://www.drivasolutions.com/ 

Website (book) - https://www.frictionlessorg.com/ 

LinkedIn - https://www.linkedin.com/in/bill-price-drivasolutions/ 

Email - [email protected] 

Phone - 206-321-0841