Nick Merry is the CEO of global B2B loyalty company Motivforce.  He helps businesses across the world create customer loyalty programs and employee incentives, and now he’s joined the Brag Effect to share his hard-earned wisdom.

In our interview with Nick, we explore concepts like:   

0:00 Building brand loyalty

7:42 Adding benefits to purchases

11:12 Hard vs. soft benefits

13:36 Thinking about loyalty

19:24 Customer loyalty programs

23:21 Internal loyalty

26:43 Recognition vs. reward

29:50 Employee loyalty programs

31:47 Tips for better performance

34:47 Tips for business leaders

Check out Motivforce: https://www.motivforce.com/ 

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Catherine Devrye is an internationally recognised customer service expert, as well as a motivational speaker and bestselling author.  She’s worked as an executive for IBM, has been an Australia Day Ambassador, has carried Olympic Torches, and has taught at top global universities.

Now, she’s joined the Brag Effect to share her unique brand of customer service, which springs from internal resilience and proper self-care.

In this episode, Catherine breaks down how businesses can kickstart their customer service efforts – and what you, as an individual, can do to turn up your success. 

0:00 Passion in customer service

4:42 Going from great to exceptional

7:15 Customers for life

10:07 Basic service never changes

13:22 How to get staff buy-in

19:23 Nature vs. nurture

21:39 Social impact of businesses

25:56 Service to self

34:32 Resilience during COVID

43:00 Problems are opportunities

50:45 Catherine’s fave quote

52:13 HOPE

Learn about Catherine: https://www.greatmotivation.com/

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Hospitality is a hard industry, and many, many restaurants and cafés fail in less than a year. But Kylie and Brett, owners of highly successful Sunshine Coast eatery Riba Kai, have been in business since 2012, surviving lease cessations, site changes, and the chaos of COVID-19.

In the latest episode of the Brag Effect, they break down exactly how they did it – and give up-and-coming hospitality owners vital tips for running a successful business.

Visit Riba Kai

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

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Wondering how to get the right people to join your business?

Can’t work out how to keep employees you love?

Dana Stewart, The Nudge Group’s business director for digital and data, unpacks what businesses need to be doing to acquire and retain good employees in 2021. 

Here’s what we talk about in this episode of the Brag Effect:

0:00 Introduction

0:53 The Nudge Group difference

3:49 Why hire a recruiter?

7:45 Good recruitment ads

9:50 Onboarding & engagement

13:53 Examples of good onboarding

14:58 Company reviews

16:52 Exit interviews

Check out the Nudge Group: https://thenudgegroup.com/

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Ethical branding is on the rise. With consumers demanding that brands be more about social impact and less about the balance sheet, companies need to make sure their messaging is on point.

In this episode of the Brag Effect, we sit down with Jackie Hanafie, principal of PR advisory HumanKind, to talk about things like:

0:00 How HumanKind came to be

2:12 What is ESG?

5:25 Questions for brands entering the ESG space

9:29 An example of how to output messages

11:45 Examples of ethical brands

14:16 Ben & Jerry’s and Israel

15:41 Creating a messaging plan

18:12 Changes in PR

21:35 Brands during COVID-19

More on Jackie here: https://www.jackiehanafie.com/

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Chi Mai grew jewellery brand S-kin Studio from a $0 to $1 million business through hard work, smart strategies, and great customer service.

In this episode of the Brag Effect, we unpack how Chi created a company that combines profit with sustainability and customer centrism.

Here’s what we talk about:

# The need that started S-kin Studio

# The journey from $0 to $1 million

# The importance of good manufacturing

# Sustainability in retail

# Good customer service strategies

# Plus heaps more!

Check out S-Kin Studio https://s-kin.com.au/

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The Enneagram is an archetypal framework that offers in-depth insight to individuals, groups and collectives. Consisting of three centers of intelligence and nine main Enneagram types, the Enneagram offers a rich map to personal development from an open systems perspective.

Enneagram is one of many personality profile tests available today. It does not box in people, but rather opens a pathway to self-discovery and greater personal awareness that can support your own growth, your relationships, and teams.

Listen to our interview with Cindy Scott, CEO of Coach Central to find out more.

Connect with Cindy: https://www.linkedin.com/in/evolvingw...

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We talk to Tom Scantlebury, founder of Sky Blue CX Services, about the theory behind creating better, more emotionally engaging customer experiences.

Here’s some of what we cover in this episode of the Brag Review:

# The rise of CX as a business discipline

# How studying Apple can help small businesses create better experiences

# The impact of CX on business performance metrics

# The three aspects of CX every business leader needs to understand

# The methodologies Tom uses with his clients

# A real-world example of bad and good CX

# Plus heaps more!

This is the perfect video to kickstart your CX improvement journey.

Check out Sky Blue: https://www.skybluecxs.com.au/

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Want to become a better, more effective leader?  Getting there starts with your own mental wellbeing. Founder of the Get Mentally Fit program, Emily Johnson, joins the Brag Effect with her insights.  Watch the video to find out about concepts like:

# Time-management techniques

# Working through stress and decompressing

# Building a receptive environment for your employees

# Fostering a customer-centric culture

# Creating trust     

# Plus heaps more!  

Explore the Get Mentally Fit program: https://www.getmentallyfit.com.au/

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“Customers expect a lot more.” Luxury Escapes Chief Customer Officer, Jason Shugg, works in one of the world’s most competitive verticals. That’s why we thought he’d be the perfect person to talk to about customer experience. Jason shares how they were able to pivot in early 2020 when COVID-19 very quickly impacted the travel industry and how they used technology to deliver a better customer experience.

Connect with Jason: https://www.linkedin.com/in/jason-shugg-6677523/

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