Science of CX

In 2008, Kristine took an AmeriCorps job running a meal program for unhoused young people, and almost 50 hungry youth arrived on Kristine’s first night. What happened next was terrifying for a young, small-town white woman. 

Her purse went missing, there were fights and screaming guests, and after this, Kristine vowed to never return, until something unexpected happened. A 17-year- old guest instantly turned the chaos into quiet, polite behavior with a single phrase. 

This began Kristine’s journey of learning from those she served, people living in constant threat and conflict. Through their mentoring and hundreds of incidents, she began to see conflict as a place to deepen a connection and counter social inequity.

Kristine has since trained thousands of people on how to respond not react, and how to lean in and not lash out. She particularly enjoys working with women who are naturally skilled at de-escalation after they debunk the false narratives around gender roles. In her free time, she hangs out with her backyard ducks and sculpts scrap metal.

Key Takeaways

• Understanding what conflict resolutionary is, and how it can be beneficial 
• The different types of workplace conflict that Kristine has been brought in to help
• Why it’s important for companies to include conflict resolution as part of their employee training 
• Effects of conflicts within a corporate setting where a leader has poor management skills
• How poorly skilled supervisors can cause an organization to lose top performers
• Kristine’s take on why “customer service in person” organizations e.g. restaurants and hospitality have seen a big increase in turnover
• Signs of burnout that people can look out for in their workmates, and also in themselves
• The techniques one can apply in order to gain calmness and resolution in a tough situation
• How managers can become proactive in helping their team gain the necessary skills in handling conflict

Connect with Kristine

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

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

Email - [email protected] 

Gary, Indiana-born Michael Young spent nearly 30 years as a surgeon while living and practicing medicine in Chicago. He is the author of a memoir/assessment of the current medical system titled The Illness of Medicine: Experiences of Clinical Practice. 

Currently, Dr. Young is on the faculty of the Department of Urology at the University of Illinois at Chicago. Within the department, Dr. Young is the Director of the Division of Urology Innovation and Technology.  

He works with bio-engineering and medical students, Urology residents, and fellows, as they do their research in designing/ developing medical devices and surgical instruments. He has also invented and patented various medical devices. 

In addition to his writing, Dr. Young is also a talented photographer, including underwater photography. 

His fine photographs are seen throughout this site. He is a collector of modern art, a purposeful traveler, and an avid golfer.

Key Takeaways. 

• Dr. Micheal talks about what got him interested in Medicine and the driving factors that motivated him to write his book; “The illness of medicine”
• The metrics by which physicians and medical practitioners are measured and how they have changed over the years
• Is the business side of providing healthcare responsible for some problems that have risen throughout the industry in recent years?
• The corporate system and the role it plays in crushing the ability of healthcare providers to provide the best services to patients
• How the system has thwarted the association of doctor-patient relationships and made the experience more robotic, cold, and frustrating
• Why a lot of practitioners are selling their practices to hospitals or retiring early
• Dissecting the American healthcare system; Understanding why it is the costliest in the world, and yet its quality still leaves a lot to be desired
• The role that health insurance  has played in making healthcare services in America more expensive and keeping people in the dark
• Why doctors no longer have control of their domain; thus leading them to either have to sell out or coalesce into groups

Connect with Dr. Michael

LinkedIn - https://www.linkedin.com/in/michael-young-b445531/ 

Website - https://michaeljyoungmd.com/ 

Amazon - https://www.amazon.com/Illness-Medicine-Michael-Young-M-D/dp/1882383583 

Email - [email protected] 

Thomas Watkins is a thought leader, speaker, and industry practitioner located in Houston TX. 

He is a life-long learner who has a passion for bringing greater clarity to the world. Thomas has made it his career’s focus to combine technology with design psychology in order to drive business success. 

He specializes in helping his business partners bring their own brilliant ideas to life, by translating complexity into simplicity. 

The scope of his work has included interface design for mobile, SaaS system architecture, usability research, and data visualization.

Key Takeaways

• Defining UX design and the psychology behind it
• Understanding how a user’s mind reacts to new interface
• How has the user community changed over time and how the industry has adapted in order to cope with the new demands
• Tips on how businesses can better invest in design
• User touch points that Thomas and his team are involved in fixing 
• The concept of MVP (Minimum Viable Product) and how to make better judgments without cutting any corners
• User feedback and the effect it has on a company's strategies and culture
• Transforming an idea into a user-friendly product 

Connect with Thomas

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

Website - https://www.3leaf.consulting/ 

Twitter - https://twitter.com/3LeafMethod 

Tammy Fink is a loud, lovable, and full of laughs business personality who helps corporations and businesses create meaningful and memorable connections with their memberships, attendees, customers, and clients. 

She is also a customer experience consultant and author who works with entrepreneurs to create an amazing and strategic connection with their followers.

Tammy has over 30 years of experience working in marketing, design, and events and created her own business in 2004, Blue Water Designs & Supply Company. Her Wow! Factor program offers essential training, consultations, and support needed to create deep connections, more engagement, and build a loyal tribe. 

Join Tammy on our interview today as she shares tips and tricks for breaking through the noise of the online community space. 

Key Takeaways. 

• Differentiating your business brand from the rest.
• Profiling your target customer as a way to gain a competitive advantage over your competitors. 
• Adding a VIP touch to your employee and customer interactions. 
• Insights and tidbits into how you can ensure a memorable and meaningful customer experience for all your clients. 
• Delivering products or services that are unique to your business identity.
• Ways to invest in your clients, and how this increases the client retention rate.
• Stories that your clients are telling about you; and why they matter. 
• Getting your customers to provide great testimonials and refer your services to friends and family.

Connect with Tammy

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

Website - https://www.wowtammy.com/  

Twitter- https://twitter.com/TammyFink 

Amazon - https://www.amazon.com/dp/B08WS7X6X2

Mark Newsome, aka Mr. Marketing, is a small business direct response, cash flow generation strategist.

He helps profit-seeking entrepreneurs convert what they previously considered dead or greatly underutilized assets or resources into long-term income-generating assets. 

He routinely does this for literally pennies on the dollar.

Key Takeaways

• Mark's career path. His industrious and humble beginnings in the real estate niche to become the Mr. Marketing we know today. 
• Mining the real wealth and gold in business, i.e by leveraging on everything your current customer can do for you. 
• How you can work alongside other existing business owners to effectively advertise your products and services. 
• Converting a one-time sale into a perpetual income stream for your business. 
• Don’t put all your eggs in one basket. Why it’s important to diversify your sales and marketing channels. 
• Email list building. Understanding why owning a personal email database is the key driver for business growth. 

Connect with Mark

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

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

Email - [email protected]

Matthew Neill Davis is an attorney and entrepreneur that led his solely owned firm, Davis Business Law, through over 1000% percent growth over six years, making it one of the very rare law firms ever to make the Inc 5000 list.  

With over twenty-five years of experience helping business leaders with their legal and entrepreneurial matters, Davis now teaches them how to deal with their vulnerabilities so they can capitalize on their opportunities.  

He has presented his programs to prestigious business groups, such as the Inc 5000 Master’s Class and the Young Presidents’ Organization Global Forum.  

Inc Magazine published his first book “The Art of Preventing Stupid,” in 2019, and the follow-up, “The Strong Protected Business” is slated for publication in 2023. 

He also shares his extensive knowledge as a host through his podcasts “The Strong Protected Business” and  “The Art of Preventing Stupid.  

Today he joins me on the show to share his incredible journey and some golden nuggets of wisdom. Listen in to learn more.

Key Takeaways

• How Matt built Davis Business Law; and why the company is experiencing astronomical growth and success. 
• Insights into Matt’s CX strategy, and how it differs from other law firms.
• The reason why most doctors, lawyers (and other professionals) are not able to run their practices in a customer-centric style. 
• Why getting the right people as part of your team is critical for organizational success. 
• Core values and how they influence the organization’s culture and rhythm.  
• To believe and protect your customer’s dreams. Matt explains why and how leaders & businessmen should leverage great EX as a way of satisfying the customer. 

Connect with Matt. 

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

Website (Company) - https://davisbusinesslaw.com/ 

Website (Personal) - https://matthewneilldavis.com/ 

Instagram - https://www.instagram.com/matthewneilldavis/?hl=en 

Amazon - https://www.amazon.com/Matthew-Neill-Davis/e/B07NGSZB1T/ref=aufs_dp_fta_dsk

David is a former consulting actuary to Fortune 100 companies such as Sony Music, Proctor & Gamble, and Exxon. 

He left his cushy Park Avenue job 20 years ago to explore both the outer world and his own inner world, and has, ever since, built the world’s largest coaching business, becoming #1 on Google for life coaching and coaching thousands of hours in 12 countries around the globe as well as helping others. 

Currently, David coaches high-performing business owners to double revenue, and their time off by focusing on less and being 30% more courageous in their business or career.

Key Takeaways. 

• The importance of acknowledging the mouse in the room. How recognizing and naming the mouse can unlock you to be emotionally intelligent, vulnerable, confident, and productive. 
• David’s three D’s to help you name your mouse, i.e Discover, decide, and disarm.
• David’s personal struggle with anxiety and depression; and how facing his fears helped him overcome and grow from this experience. 
• How being authentic and honest will attract the right kind of customers to work with. 

Connect with David

LinkedIn- https://www.linkedin.com/in/focus-ceo/ 

Website - https://focus.ceo/ 

Twitter - https://twitter.com/_playforreal 

Gregory Offner is an internationally known dueling pianist, who just happened to have a 17-year career in corporate sales leadership and insurance.

Using this unique background, Greg weaves song and story together to deliver mesmerizing workshops on the creation of high performing cultures

His studies of Philosophy and Psychology enable him to simplify the science of why we create the patterns we do - where they come from, and how to change them to amplify results.

From his career as a top-performing Fortune 500 sales executive, to a 12-year run around the globe as a professional musician, Greg will share his nuggets of wisdom with us on the podcast today. 

Key Takeaways

• Greg’s method for improving employee performance in an organization. He focuses on creating a business culture that’s filled with highly fulfilled and engaged individuals. 
• Mashing music with the world of business. How Greg is leveraging his musical talent in his workshops in order to connect with his audience better.  
• Brainstorming solutions for the great resignation. How leaders can become “friction hunters“  through elimination of obstacles for their team members. 
• How and why the emotional training and development of your employees can lead to great ROI.  
• Free resources. Greg shares access to his content that explains how you can get the seven most in demand skills  that you can develop either in yourself or the people you lead. 

Connect with Greg

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

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

Twitter - https://twitter.com/gregoryoffnerjr 

Dr. Gleb Tsipursky helps tech and insurance executives drive collaboration, innovation, and retention in hybrid work. 

He serves as the CEO of the boutique future-of-work consultancy Disaster Avoidance Experts, which helps organizations adopt a hybrid-first culture, instead of incrementally improving on the traditional office-centric culture.

In today’s episode we’ll be featuring one of Dr. Gleb’s bestsellers i.e The Blindspots Between Us: How to Overcome Unconscious Cognitive Bias and Build Better Relationships. 

It's the first book to focus on cognitive biases in professional and personal relationships and illustrate how we can defeat these dangerous judgment errors in our relationships.

Dr. Tsipursky’s expertise comes from over 20 years of consulting, coaching, speaking, and training for innovative startups, major nonprofits, and Fortune 500 companies who have all achieved outstanding results from his strategies. 

In his free time, Dr. Gleb enjoys tennis, hiking, and playing with his two cats, and most importantly, he makes sure to spend abundant quality time with his wife to avoid disasters in his personal life.

Key Takeaways.

• Understanding customer service from an emotional perspective
• Reviewing a case study from Procter & Gamble - How emotions impacted their customers’ perception of the company and ultimately their buying decisions. 
• The pros of looking at different fundamental motivators when building a persona
• Emotional Blind Spots and how they affect decision making within an organization
• Comparing the productivity level between in-office workers and remote workers
• Employee retention and recruitment - Leveraging effective leadership communication as strategy for high productivity, innovation and creativity within an organization

Connect with Dr. Gleb

Linkedin- https://www.linkedin.com/in/dr-gleb-tsipursky/ 

Website - https://disasteravoidanceexperts.com/ 

Twitter - https://twitter.com/Gleb_Tsipursky 

The Blindspots Between Us - https://www.amazon.com/Blindspots-Between-Unconscious-Cognitive-Relationships/dp/1684035082

Ken is the Co-Founder and CEO at Tango, a platform that allows users to create beautiful step-by-step tutorials of any process with an aim at increasing your company's CX.

During the pandemic, Ken and his partners decided to drop out of Harvard Business School to found Tango

They’ve ever since, grown their business to 50,000+ customers and have been recognized multiple times as the #1 Product of the Day/Week on Product Hunt, and 2022’s most popular Chrome Extension. 

Key Takeaways.

• How the three friends; Ken, Dan and Brian’s shared passion in team performance led them to work together in starting Tango
• Information sharing. Why working as a team in an organization is important for flawless information flow
• Knowledge management. Trying to brainstorm some of the best way that an organization can create, share and store collective knowledge for future use
• Building Tango; A tool that creates  better teaching and learning experience for people involved in documentation and the people receiving it
• Overcoming the barriers that an organization faces when trying to adapt to new ways of serving its customers
• Using Tango for improved customer service, product walkthroughs, support teams and organizational teamwork

Connect with Ken

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

Website - https://www.tango.us/ 

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