The Combustion Chronicles

By Shawn NasonBusiness Education Management

The Combustion Chronicles episodes

March 29, 2023Beyond the CCO: Unlocking Your Workforce Potential (with Scott Roth)
My guest today has a passion for pushing the boundaries of the customer experience and a keen eye for unlocking and maximizing the true potential of a workforce.
Scott Roth, is Chief Customer Officer at Beamery, the leader in talent lifecycle management. He is responsible for designing, building, and implementing talent transformation initiatives to unlock the potential in their workforce and ultimately achieve key business targets.
I sit down with Scott to talk about his role at Beamery and what strategies companies are adopting to hire new talent, increase retention, and rehire ex-employees in a post COVID, quiet quitting, great resignation era. Whether you are a recruiter or a job seeker or already working, this is one discussion you don’t want to miss!

In This Episode:
(01:37) – Welcoming Scott Roth to The Combustion Chronicles.
(02:04) – The best part of being a CCO at Beamery.
(03:54) – Navigating the great resignation, quiet quitting, and remote work.
(06:42) – Why companies should stay engaged with previous employees.
(10:37) – On making a career in talent life cycle management.
(15:46) – On being maverick-minded and human-obsessed.
(19:21) – Scott’s advice for CCO’s and HR.
(17:41) – The best advice Scott received about leadership.
(21:16) – Scott’s next big idea.
(24:10) – Scott takes the combustion questions.
What We Learned from Scott Roth
Scott believes that employers should listen to their employee base to determine overlapping things that they are recommending or asking for.
A lot of corporations have developed their teams through the Bains and McKinsey consulting model.
Managers are recognized for moving the workforce talent within the company, giving them new opportunities, thereby creating a stronger organization.
Scott’s key focus at Beamery is to drive customer centricity throughout the organization to ensure that they have a seat at the table.

Notable Quotes
[04:21] “My best advice is listen to your employee base. Listen to what they are telling you. Listen to what they are asking for. Now you can’t do every single one thing they are asking for, but there are going to be themes that develop and there are going to be the things that employees are recommending.”
[12:20] “You say what you can do and you do what you can say and you have to deliver on your promises. And I think that’s so important because at the end of the day, all you have in this world is your word and your reputation.”
[15:50] “I think it’s really important to remember: People buy from people.”
[16:08] “It’s super important to create a relationship with your customers and to make sure you know something about them. So, one of the things I strive to do when I am first meeting someone is learn about them as a human.”

Our Guest
Scott Roth, is Chief Customer Officer at Beamery, the leader in talent lifecycle management. As CCO, he works with the company’s customers to design, build, and implement talent transformation initiatives that will enable them to unlock the potential in their workforce, improve the talent experience, and ultimately achieve key business targets. Scott has also led professional services teams at Medallia, Oracle, Endeca and Arthur Andersen Business Consulting.

Resources & Links
Scott Roth
LinkedIn: https://www.linkedin.com/in/scotthroth/

Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/

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29 min
March 22, 2023The Magic of Helping Kids Rediscover the Joys of Childhood (with Alicia Kabir)
Today’s episode is very special for Shawn because his daughter attended Camp Kesem, a camp founded to help children through and beyond a parent’s cancer, put on by the incredible organization led by today’s guest. Kesem is a nonprofit that works with kids of parents who’ve had cancer and Shawn has been amazed and in awe of their work, their vision, and the impact they have had on so many people.
In this episode, Shawn sits down with Alicia Kabir, Chief Executive Officer of Kesem, to talk about the challenges of running a nonprofit organization, how it feels to make such a big impact on the community, especially kids, how designing a better experience can improve someone’s life, and Kesem’s mission to help kids rediscover the joys of childhood.

In This Episode:
(02:23) – The best day she’s ever had doing what she does.
(04:35) – How designing a better experience can improve someone’s life.
(06:43) – What employers can learn from how Kesem recruits and trains college student volunteers.
(09:40) – How Alicia found her calling at Kesem.
(11:40) – Learning how to become a successful CEO.
(13:35) – On being maverick-minded and human-obsessed with kids at camp.
(16:35) – Talking about how a non-profit can grow its impact.
(17:41) – The best advice Alicia received about leadership.
(19:42) – The Combustion Questions.
What We Learned from Alicia Kabir
Alicia measures Kesem’s success by the number of tears, laughs, and hugs that they experience.
College students are the heart of Kesem’s organization.
Kesem does two things really well: Leaning into their why and giving their volunteers a lot of responsibilities.
Use the voices of the people in your community to make sure you’re making decisions that make sense to them.

Notable Quotes
[3:23] - “You can see the happiness that the kids have, the joy, thankfulness, and gratitude that the parents have. It’s such a special moment for us at Kesem.”
[8:00] - “They are our next generation of leaders and they need real responsibility and they step up and do this work time and time again.”
[17:18] - “It’s super important to listen, to get feedback and input in order to scale and to make good decisions that truly drive impact and meaning with the families that we serve.”
[18:08] - “I really am not hiding anything. You have the full story. And for me, that is leadership.”

Our Guest
Alicia Kabir is the Chief Executive Officer of Kesem, the leading national nonprofit organization that supports children affected by a parent’s cancer. She has been involved at Kesem since 2017 and began serving as CEO in 2021. Alicia had an established career in Environmental Engineering before she found her calling at Kesem, leading a successful nonprofit. Kesem offers free, creative, fun-filled programs that foster a lasting community and allows kids to rediscover the joys of childhood.

Resources & Links
Alicia Kabir
LinkedIn: https://www.linkedin.com/in/alicia-kabir-4b31a4/

Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/

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24 min
March 15, 2023Reshaping Lives: The Importance of Radical Participatory Design (with Victor Udoewa)
We are deeply rooted in human-centered design. That starts with showing empathy and having a design that is inclusive. As a society we have to learn how to empathize instead of sympathize. Our guest today understands this all too well. Today's special guest is Victor Udoewa, a multi-talented rocket scientist with a personality that is just as impressive as his career bio.
In today’s episode, Shawn and Victor discuss how organizations can meet the needs of immigrants and refugees, neurodiversity, the importance of inclusive design, pulling away from mainstream institutional knowledge, and the true meaning of radical relationships.

In This Episode:
(02:23) – How Victor tells people what he does for a living.
(04:38) – Organizations meeting the needs of immigrants and refugees.
(06:26) – Talking about Inclusive design and to empathize and not sympathize.
(12:34) – Talking about Shawn’s book Kiss Your Dragons.
(19:36) – On being maverick-minded and human-obsessed with larger audiences.
(24:49) – Victor gives invaluable advice to the audience.
(28:34) – The Combustion Questions.
What We Learned from Victor Udoewa
Victor directed his design work to community development and national development.
We need to use the best trauma responsive design and research practices in working with immigrants and refugees.
Public experience is broader than the citizen experience.
The best people to help us understand the needs of immigrants and refugees are immigrants and refugees.
It’s important for the public sector to learn about inclusive design because we are in a social mission.
Experiential knowledge is more important than design knowledge.
People can connect based on experiences, values, goals, and future visions.

Notable Quotes
[05:38] - “In order to create and design a particular solution, you have to be able to name the particular problem.”
[11:03] - “If we can be experts in this type of mainstream institutional design knowledge, then other people can be experts in other types of knowledge.”
[16:29] - “Ignorance isn’t the absence of knowledge. Ignorance is the absence of relationships.”
[26:15] - “Be open and aware of all the different possibilities. And part of that involves making your intentions known.”

Our Guest
Victor Udoewa is Chief Technology Officer, Chief Experience Officer, and Service Design Lead of the NASA Small Business Innovation Research (SBIR) and Small Business Technology Transfer Research (STTR) programs. Before joining NASA, he was director of strategy at 18 F, a civic consultancy for and inside the federal government. He also worked as a global education and instructional designer and training development specialist at Google, where he created learning experiences for people in low to middle income countries around the world. He occasionally teaches math and education teachers, conducts medical and engineering research and serves as a certified help crisis and trauma counselor.

Resources & Links
Victor Udoewa
LinkedIn: https://www.linkedin.com/in/udoewa/

Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/

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34 min
March 08, 2023Inspiring Needs, Wants, and a Sense of Meaning Through Storytelling (with Marisa Thalberg)
Ever wonder what exactly does a Chief Marketing Officer do? How do they define their role as a storyteller and as an engine of growth? How do they create culture centric lifestyle brands? Today’s special guest, Marisa Thalberg answers all these questions and much more!
In this week’s episode, Shawn sits down with Marisa to talk about the role of the CMO and how they fare against the new kid on the block, the new title to emerge in recent years – the Chief Experience Officer.

In This Episode:
(02:30) – Expanding on the role of a Chief Marketing Officer.
(03:27) – Becoming a storyteller and an engine of growth.
(05:54) – How to create culture centric lifestyle brands.
(10:38) – On thinking bigger and broadening her focus.
(15:30) – Chief Marketing Officer vs Chief Experience Officer
(19:10) – The challenges of being an executive mother.
(23:33) – Marisa’s advice to her younger self.
(26:59) – The best leadership advice Marisa has received about leadership.
(29:44) – The Combustion Questions
What We Learned from Marisa Thalberg
The CMO’s role is to be an engine of growth.
Marisa loves the intersection of human psychology, business, and culture.
Her best work has been with Estée Lauder, Taco Bell, and Lowe’s.
She’s been passionately advocating for executive moms for over 20 years.

Notable Quotes
[04:50] - “It’s really essential for colleagues, boards, and CEOs to understand that any good marketer is indeed an engine of growth.”
[13:43] - “We kind of glorify high risk, high reward, and we forget to remind people that sometimes, risks are risky for a reason.”
[20:09] - “You have to be willing to live in a little bit of the chaos of something new and the process comes later.”
[25:23] - “We all have different journeys. Embrace it and be proud of it, and continue to find ways to create more impact.”
[28:23] - “You can’t really talk down to people and expect them to then rise up.”

Our Guest
Marisa Thalberg is a maestro of marketing. She has been named “50 Most Influential Chief Marketing Officers in the World” by Forbes. Business Insider puts her in their top 25. She has also been named Adweek Brand Genius and Industry Drive Marketing Executive of the Year. She’s led brand and marketing efforts at organizations that include Estée Lauder, Taco Bell and Lowes. Marisa specializes in building brands across a range of industries.

Resources & Links
Marisa Thalberg
LinkedIn: https://www.linkedin.com/in/marisathalberg/

Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/

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34 min
March 01, 2023Finding Fresh Insights and Innovations in the Digital World (with Theo Edmonds)
Innovation is at the forefront of our success. It affects every aspect of our lives be it health, agriculture, transportation, or technology. The human mind is curious by design and our desire to seek out better, more efficient solutions to our everyday problems is the reason we enjoy the lifestyle we live in today.
However, new innovation also brings about new challenges which in turn demand more innovation in order to be successfully negotiated. There is an ever present need today for companies and organizations to be maverick-minded and human-obsessed in order to improve the Experience Ecosystem™.
In today’s episode, Shawn Nason sits down with Theo Edmonds to talk about transformational creativity, courageous imagination, and leadership. Theo is a skilled, energetic, Cultural Futurist™ and innovator with 25 years of senior level strategic national and international experience spanning the private, public, and non-profit sectors.

In This Episode:
(02:30) – How Theo’s background fuels his innovation insights.
(04:50) – Talking about organization end goals and creativity.
(11:09) – Defining what courageous imagination means.
(12:45) – Theo recalls a quote from George Sparks.
(25:23) – On leaders being maverick-minded and human-obsessed.
(26:19) – Theo talks about neuroscientist Vivian Ming.
(37:15) – The best advice Theo has received about leadership.
(38:05) – The Combustion Questions.
What We Learned from Theo Edmonds
Gen Z will make up 20% of the workforce by 2025.
Digital tools are the bread and butter of contemporary society.
Courage and imagination are measurable.
Transformational creativity is already happening all the time.

Notable Quotes
[19:17] - “Courage and imagination are scientific concepts that come from across many disciplines, but there's also an art to both of those things.”
[25:38] - “Being a maverick could produce divergent ideas, but there comes a point when you have to produce convergent goals.”
[36:29] - “Human instincts are human instincts.”
[37:18] - “Leadership is a dialogue, not a monologue.”

Our Guest
Theo Edmonds is the directing co-founder of CU Denver’s Imaginator Academy, a cultural analytics strategy and futurist innovation hub. Theo works with global networks of entrepreneurs, companies, scientists, artists, creative innovators and changemakers of all kinds to find hidden opportunities that others miss.

Resources & Links
Theo Edmunds
LinkedIn: https://www.linkedin.com/in/theoedmonds

Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/

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42 min
February 22, 2023Conducting a Symphony of Marketing Success (with Ali Jawin)
What does it mean to be successful at marketing? How do you run a successful marketing campaign? Companies spend millions of dollars trying to find answers to these questions. Many regard the whole concept of marketing campaigns as dark magic. In reality, it can be sized down to an exact science; as exact as conducting a symphony according to our guest today.
In today’s episode, Shawn Nason sits down with marketing expert Ali Jawin to discuss the need for brand awareness in today’s highly competitive, ever-demanding B2B and B2C space. In their detailed interaction, Ali details insightful methodology and even personal struggles she had to go through to make sure that the show must go on.

In This Episode:
(02:06) – How Ali tells people what she does for work.
(05:24) – On closing the gap between brand management and actual experience.
(07:40) – What can other industries learn about brand awareness?
(10:10) – Reflecting on how ballet and a doctorate degree played into her success.
(14:09) – Other experiences that helped Ali reach the top of her career.
(16:47) – Can large corporations be maverick-minded and human-obsessed?
(20:19) – Every organization should do this one thing to improve its reputation.
(23:40) – The Combustion Questions
What We Learned from Ali Jawin
Ali went into marketing thinking that she wouldn’t need to do math.
Her mind has no limit on the number of things it can worry about at any given time.
One of the reasons for the success of the marketing campaigns she led was that she worried about every single detail.
She didn’t complete her PhD in Philosophy because she realized almost any other career was a better one.

Notable Quotes
[02:22] – “I see myself as a conductor and that my department is the symphony. That we get the score or the strategy that I have worked on with the rest of the executive leadership team and then it is my job to go make sure that my department executes everything as they should be. So Creative is the strings and Operations are the winds, but they all have to work together at the same time.”
[05:49] – “When you think about reputation, it is that your brand is the promise that you make; and your reputation is that people actually think you are living up to that promise.”
[20:36] – “Become a brand that people want to spend time with.”
[24:07] – “Your employees are your best underutilized brand representatives. They live and breathe it. So, get them to do that.”
[27:02] “Don't let your own head get in the way of it. Acknowledge the fear, but use that to make you better at what you're doing, not get in your way.”

Our Guest
Ali Jawin is on a mission to demystify the processes that drive marketing success. Having built her career designing growth strategies and programs for digitally focused global organizations, she blends in a bottom-line approach with a talent for igniting brand recognition through impactful marketing campaigns that deliver quantifiable results on a global scale. Ali is Senior Vice President for global marketing company RepTrak where she is responsible for scaling the organization's global footprint and go-to marketing strategies. She has deep expertise that expands growth, marketing, marketing automation and customer acquisition for B2B and B2C.

Resources & Links
Ali Jawin
LinkedIn: https://www.linkedin.com/in/alijawin/

Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/

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32 min
February 15, 2023Beyond Health and Wellness: Making a Meaningful Impact (with Sid Stolz)
Experience is everything and it is a well-known fact that healthcare experiences can be absolutely horrendous at times. There is an ever-present need for all aspects of the healthcare Experience Ecosystem™ to work in sync with one another as our guest on today’s podcast will point out.
In today’s episode, Shawn Nason sits down with healthcare expert and longtime friend, Sid Stolz to talk about making experiences better for people who have given up on achieving wellness; what are some of the challenges facing healthcare today; and how Sid’s company Blue Zones is incorporating the maverick-minded and human-obsessed mindset to ensure that people are better informed of the choices they have and the choices they can make.

In This Episode:
(02:08) – Sid talks the best part about being at Blue Zones.
(03:38) – The secret sauce for making healthcare experiences better for people.
(07:45) – What other companies can learn from what Blue Zones is doing.
(11:35) – On taking the leap from Economics to Health & Wellness and to Experience & Design.
(16:35) – Making people in healthcare more maverick-minded and human-obsessed.
(20:16) – How does the new Blue Zones center incorporate the maverick-minded mindset?
(22:43) – Sid’s advice to people who are just starting out in this space.
(25:11) – The Combustion Questions.
What We Learned from Sid
The original Blue Zones were created naturally by the environment and by the cultures such as Japan, Costa Rica, Italy and Greece, and even California.
The key to having a good experience in wellness is to have a provider who understands where you are in the journey and then create a plan that is personalized to you rather than the masses.
Simplify the experience. Don’t make it complicated.
Sid’s friends constantly reach out to him about their healthcare situation or issues.

Notable Quotes
[04:25] – “The key to having a good experience of wellness is to understand where you are on the journey and to have a provider or a service organization that understands where you are in the journey and then create a plan that is personalized to you.”
[12:12] – “It goes back to that purpose and impact. What do I get out of bed for everyday and then am I going to make my life better, your life better, or somebody else’s life better. I love helping people.”
[21:30] – “There is a lot of noise out there Shawn, in the marketplace. How do you know what’s real? How do you know what’s fake? How do you know what’s helpful to your body and to your wellness journey and what’s hurtful? And we have clinicians behind us who help us make that decision.”
[23:48] – “I think it’s making it simple and manageable so that people continue the experience. You need to make the experience positive, and I think the best way to make the experience positive is to simplify it and to make people understand it.”

Our Guest
Sid Stolz is the chief design and experience officer for Blue Zones, an organization that creates programs that transform wellbeing everywhere and at every level. Over his 35-year career, Sid has served in numerous companies such as United Health Group, CVS/Caremark, and Chip Rewards. He also serves on the board of Vesper Society, a nonprofit that focuses on health and justice in underserved communities.

Resources & Links
Sid Stolz
LinkedIn: https://www.linkedin.com/in/sidstolz/

Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/

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30 min
February 08, 2023Creating Surprise and Delight Moments (with Lisa Holladay)
As consumers, we rely heavily on our experiences when determining whether a product, place or service is good or bad. By creating positive experiences, brands can really establish themselves in their target niche. One way to go about it is by creating special moments and by providing enhanced comfort and ease of access that would invoke a sense of joy and happiness within a customer.
In today’s episode, Shawn Nason speaks with Lisa Holladay about improving customer experience with big brands by creating pleasant experiences and delightful moments. He also talks to her about her career evolution from a degree in Education to Chief Experience Officer at Tiger 21.

In This Episode
(02:00) – Lisa on how she tells people about what she does.
(05:04) – What’s unique about navigating experience with customers of luxury brands.
(07:55) – The 3 fundamental design principles.
(08:54) – How Lisa got into this business of creating experiences.
(11:33) – How Lisa’s past roles have prepared her for today.
(16:21) – Lisa discusses being maverick-minded and its positive impact.
(19:52) – The best advice Lisa has received about leadership.
(23:22) – The Combustion Questions.

What We Learned from Lisa
View the world with compassion and curiosity rather than criticism.
Intern at companies and organizations that you are passionate about.
If you are young enough to be going to college, take a few courses.
As leaders, be empathetic and listen first and give direct feedback.

Notable Quotes
[05:24] – “I think anytime you are asking people to give up their time regardless of whether it is a luxury consumer or not, it is super important what type of experience you are delivering. No matter how much money any of us have, we can't buy more time. So, time is super valuable.”

[06:25] – “What I try to instill in our team is genuinely caring about every single individual. Because we are smaller, we should be able to take the time to really individualize that experience and their member journey with us.”

[11:35] – “Even when I didn’t have a great leader, I was learning and I was always thinking if I am ever in this situation or have the privilege of leading other people, what am I going to take away from this that’s the good or the bad.”

Our Guest
Lisa is Chief Experience Officer at Tiger 21, the premiere membership organization for high-net-worth wealth creators. She is responsible for optimizing member experience particularly along the dimensions of learning, access, and connection. She curates an integrated portfolio of high-end member programs resulting in engagement and retention. Before Tiger 21, she held leadership roles in branding, advertising and PR at luxury brands like Mercedes Benz and Ritz Carlton.

Resources & Links
Lisa Holladay
LinkedIn: https://www.linkedin.com/in/lisa-holladay-7b39154/

Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/

Learn more about your ad choices. Visit megaphone.fm/adchoices
28 min
February 01, 2023From Cancer to a Purpose-Driven Life (with Trevor Maxwell)
What does it mean to use tragic circumstances as a means to serve others?
How can men take the fear, uncertainty, and vulnerability that often accompany their darkest moments and turn it into a chance to connect with others and free themselves of the social stigma surrounding men and being vulnerable?
Beyond this, what does it look like to create an environment where men can be vulnerable and open without fear of criticism or judgment?
Shawn Nason speaks with Trevor Maxwell on today’s episode to discuss his journey as a cancer survivor, what it was like to overcome his darkest moments, the mental health component that often goes unnoticed in illnesses like cancer, and how he used his cancer battle as a springboard to set an example and serve others in a similar struggle.

In This Episode
(2:21) What Trevor does at Man Up To Cancer and why he does it
(6:00) How healthcare organizations could better meet the needs of men with cancer and other serious illnesses
(7:35) Understanding how cultural conditioning influences the needs of men vs. women
(9:14) Oftentimes, men don’t have the available resources to have their emotional needs met
(12:18) Why Trevor created The Howling Place
(15:34) How Trevor’s background helped him write his book, Open Heart, Warrior Spirit.
(18:26) Finding your people: using social media to build a community
(21:28) Trevor on his “Shawshank Moment”
(25:41) What healthcare professionals need to know to help patients
(27:15) Trevor’s advice for people who want to turn their life experiences into something that serves the world
(29:35) The Combustion Questions
What We Learned From Trevor
Men are culturally conditioned to see asking for help as a sign of weakness, so even in cases such as a cancer diagnosis, men are more prone to isolate and “tough it out” than women.
There is a gap in healthcare organizations, leaving the mental health component often undervalued despite the heavy emotional burden that accompanies illnesses like cancer.
Men crave a space that allows them to share struggles with other men who understand their struggles and can offer support and understanding.
The best time to start turning your life experiences into something that serves the world is right now - start where you are.

Notable Quotes
[4:41] “The cancer world needs guys who are going to step up, be honest about it, start talking
about it.”

[7:10] “A lot of us have been conditioned to think that if we ask for help, that that is weakness.”

[20:33] “I needed to connect with others who were around the same age, you know, raising kids, going through the same challenge, like to know that I wasn't alone.”

[27:02] “If we’re gonna enter this era of precision medicine, we need to do it so that everyone gets on the train.”

Our Guest
Trevor Maxwell is the owner of Maxwell Media and PR, which is a media/public relations consulting firm. He is also an author and founder of Man Up To Cancer, a purpose-driven company that sets out to inspire men to forge connections and avoid isolation when battling cancer. With a background in consulting, writing, journalism, public relations, and being a survivor of stage 4 colon cancer, his focus is changing what the phrase “man up” means in the context of fighting cancer. He believes men are stronger as a pack than flying solo as a lone wolf. Trevor works tirelessly to spread the message that if you’re a man battling cancer, you are not alone.

Resources & Links
Trevor Maxwell
LinkedIn: https://www.linkedin.com/in/manuptocancer
Website: https://www.manuptocancer.com/

Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/

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34 min
January 25, 2023Designing the Human Experience with Maverick-Minded, Customer-Obsessed People (with Amy Shore)
What does it mean to optimize to embrace a customer-obsessed mindset in your company?
While many corporations spend money and time focused on maximizing profits alone, is it possible to focus on creating a positive customer experience while producing a positive ROI executives need to see?
Beyond this, what does it look like to maximize the human experience within a highly regulated industry that incorporates extraordinary care for the employee and the customer?
Shawn Nason speaks with Amy Shore on today’s episode to discuss her journey from customer-adjacent roles to being the Executive Vice President and Chief Customer Officer for Nationwide and how that journey has influenced her trend-setting approach to maximizing customer acquisition and retention by being customer-obsessed and maverick-minded.

In This Episode
(2:03) Amy discusses her journey to being a CCO right before COVID struck
(5:00) Amy discusses the continuum of the human experience across CX and EX
(8:00) How to measure customer experience and convey that benefit to executives
(09:11) A company using the word “extraordinary” in its mission statement sets a high bar
(12:18) How customer-adjacent experiences influenced Amy’s maverick-mindset as a CCO
(14:20) The keys to being maverick-minded in a highly-regulated industry like insurance
(16:14) Rewarding and recognizing wins within the industry
(18:18) Amy’s best piece of advice about leadership
(21:40) The Combustion Questions
What We Learned From Amy
To get to the role of CCO, spend time deep-diving into what the role entails, and do not be afraid to cold call people further along than you for advice.
Even a challenge such as COVID has benefits if you are willing and able to think outside of the box and work as a team.
If you are going to use the word “extraordinary” in your mission statement, you need to have a plan in place to meet those high expectations.
You do not need to spend lots of money to reward and recognize small wins in your industry - you just need to demonstrate appreciation in a meaningful way.
The best leaders create followership. Be a leader in the mind of those who follow you - not just a leader in your own mind.

Notable Quotes
[8:57] - “A good customer experience doesn’t cost - it pays.”

[9:18] - “When you are a company that puts words like extraordinary care in your mission statement, you know that sets a very high bar, and it provided a significant amount of air cover.”

[12:55] - “Even when I was leading product development or pricing teams, understanding and thinking about how this connects to customers really matters.”

[15:14] - "Some of the most maverick-minded things we did back in the early days was identifying what we could stop doing, and building on that - building momentum and getting wins, built this flywheel of momentum.”

[19:03] - “When you are a leader, the most important thing that you need to do is to regularly look over both of your shoulders to make sure there’s actually someone behind you.”

Our Guest
Amy Shore is Executive Vice President and Chief Customer Officer at Nationwide, one of America’s leading insurance and financial services companies. With a background in customer service and leadership, her focus is developing and executing customer strategies to maximize customer acquisition and retention. She believes our differences make us stronger together, and this belief is reflected in her trend-setting work at Nationwide.

Resources & Links
Amy Shore
LinkedIn: https://www.linkedin.com/in/amy-shore-5aa06b33/

Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/

Learn more about your ad choices. Visit megaphone.fm/adchoices
26 min

About The Combustion Chronicles

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Join the unapologetic Shawn Nason as he deep dives into the power, influence, and opportunities embedded in Experience Ecosystems™. When bold leaders fuel big, consumer-centric ideas with courage,…

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The Combustion Chronicles

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