the Learn-It-All™ podcast

Mentorship isn’t a box to check or a corporate initiative to roll out. It’s a deeply human exchange that only works when it’s honest, unforced, and rooted in trust.  

In today's episode, Damon is joined by Award-winning Researcher, Author and Founder of The Mentor Project, Dr. Deborah Heiser, who is here to challenge everything we think we know about what it means to be a mentor.  

In this episode you’ll learn:  

• The essential ingredients that make mentorship actually work 
• Why most formal mentorship programs fall short 
• Why vulnerability is the often-missing key to meaningful connection 
• How to reframe mentorship if you feel too busy or not “qualified” to be one 

 Timestamps: 

00:01 – Intro to Deborah Heiser and her book The Mentorship Edge 

00:17 – The story of Vinny and Fred: how a casual conversation changed a life 

05:01 – Deborah’s definition of mentorship through a psychologist’s lens 

06:55 – Why mentorship needs trust, intrinsic motivation, and connection 

08:30 – What most companies get wrong about mentorship 

09:32 – Deborah’s career pivot: From studying depression to studying joy 

11:56 – How her nursing home research helped change federal policy on depression 

14:33 – The difference between generativity, generosity, and reciprocity 

16:11 – Everyday examples of being generative without realizing it 

18:35 – Why formal workplace mentorships often backfire 

22:07 – A space shuttle story: how lateral mentorship helped save an astronaut 

24:39 – What is lateral mentorship, and why it matters 

33:31 – The story of the “two Steves” (Jobs & Wozniak) and unsung mentorship 

37:00 – How to find mentees: look to your left and your right 

38:20 – Why advice only works when it’s built on trust 

39:43 – Where to learn more about Deborah’s work 

About Deborah: 

Deborah Heiser, Ph.D., is an applied developmental psychologist, author, and thought leader in mentorship and personal growth. She is the founder and CEO of The Mentor Project, a global nonprofit connecting experts like Nobel laureates and astronauts with mentees to foster innovation and leadership. Her latest book, The Mentorship Edge, launched on November 13, explores the transformative power of mentorship in creating meaningful connections and empowering individuals to thrive at any stage of life. With her work featured in Psychology Today and other leading outlets.  

Resources Mentioned: 

• Follow Deborah on LinkedIn 
• Visit Deborah’s website 
• The Mentorship Edge by Deborah Heiser 
• Learn more about Deborah’s The Mentor Project  
• Deborah’s articles on Psychology Today 
• Erik Erikson’s theory of generativity 
• STS-114 NASA mission 

Connect with Us: 

• Uplevel yourself and your team with our trainings: www.learnit.com 
• Email us: [email protected] 
• Follow Damon on LinkedIn and Instagram 

What happens when life throws something at you that you didn’t see coming? 

In this personal solo episode, Damon opens up about a life-altering diagnosis that challenged his vision—both physically and metaphorically.  

Whether you're navigating personal challenges or professional setbacks, this episode offers a roadmap to move forward with resilience, community, and purpose. 

In this episode, you’ll learn: 

• The surprising diagnosis that reshaped Damon’s outlook on leadership and life 
• How to reject the victim mindset and replace it with gratitude 
• The role of community and connection in overcoming struggle 
• How constraints can actually sharpen your leadership and focus 
• What it means to lead by example—especially when life gets hard 

Timestamps 

00:00 – Damon introduces a personal story about unexpected adversity 

00:48 – Early signs something was off—on the tennis and basketball court 

01:30 – A trip to the optometrist turns serious 

01:55 – Diagnosis: PRPH2, a rare degenerative eye disease 

02:35 – Processing the fear, uncertainty, and future ahead 

03:00 – The 5-step playbook for facing adversity 

03:20 – Step 1: Acceptance—“There is no cure, but I can move forward” 

03:50 – Step 2: Refuse the victim mentality—"Why not me?" 

04:40 – Step 3: Faith—in family, skills, and what you can control 

05:10 – Step 4: Community—why you don’t have to go through it alone 

05:55 – Foundation Fighting Blindness and the power of peer groups 

06:30 – Step 5: Lead by example—turning constraints into strengths 

07:05 – Lessons for his kids and why vulnerability builds strength 

07:50 – The final takeaway: adversity is inevitable, but it doesn’t define you 

08:10 – Connect with Damon to share or seek support 

Resources Mentioned: 

• Foundation Fighting Blindness 

Connect With Us 

• Uplevel yourself and your team with our trainings: www.learnit.com 
• Email us: [email protected] 
• Follow Damon on LinkedIn 

If you treat LinkedIn like Facebook or Instagram, you are never going to succeed.

Most people copy what works on other platforms. They chase likes and shares, and end up with zero traction. 

But what if the secret to LinkedIn wasn’t more content, but better conversation?

In today’s episode, Damon is joined by Richard Bliss, LinkedIn and social selling strategist, bestselling author of DigitalFirst Leadership, and trainer to top sales teams and executives.

In this episode, you will learn:

• Why LinkedIn’s algorithm punishes likes and rewards conversations
• The surprising reason video underperforms—and what to post instead
• How to get your posts in front of key prospects and decision-makers
• A team-based content strategy that drives real engagement
• The five-day comment challenge to boost your visibility by 300%
• How to use Sales Navigator to find warm leads (not spam strangers)

Timestamps:

00:01 – Introduction to Richard Bliss

01:00 – Why LinkedIn isn’t like Instagram or X

06:00 – The algorithm’s secret: comments > likes

09:00 – How to add links without killing your reach

11:00 – Why preview images reduce post engagement

13:00 – Text vs. video: what works best on personal pages

18:00 – The 3 myths execs believe about LinkedIn

20:00 – How CEOs can lead in just 10 minutes a day

27:00 – Why commenting beats cold outreach

30:00 – The pre-conference strategy that boosted real-world sales

35:00 – Where new reps should start on LinkedIn

36:00 – Richard’s 5-day challenge for 300% more profile views

39:00 – Purpose-driven content and prospecting

41:00 – The “Hero Post” framework for team-wide visibility

48:00 – How to use Sales Navigator to uncover warm leads fast

Resources Mentioned in This Episode:

Richard Bliss LinkedIn: https://www.linkedin.com/in/bliss/

Digital-First Leadership by Richard Bliss 

Richard Bliss’ Website 

 2024 LinkedIn Algorithm Report by Richard van der Blom

About the Guest:

Richard Bliss is a LinkedIn expert, social selling strategist and trainer, and author of Digital-First Leadership.  He is the founder and president of BlissPoint, a social media consulting company that helps improve executives' online communications and sales teams' social selling behaviors.

Connect With Us:

Uplevel your team’s learning: www.learnit.com  

Contact us: [email protected] 

Follow Damon on LinkedIn and Instagram

There’s often a gap between what school teaches and what real life demands. Jason Weiss found that to be true for becoming a lawyer. Now, after 25 years in the legal world, he shares the practical, hard-earned lessons that apply to anyone trying to succeed in a high-pressure, people-driven profession.

Whether you’re a lawyer, leader, or someone simply figuring out how to show up fully in your work, this episode is a masterclass in resilience, communication, and redefining success on your own terms.

In this episode, you’ll learn:

• Why “the practice of law” never really ends
• How to recover from losses and develop thicker skin
• What not to do when giving or receiving professional advice
• How to pick clients (and when to walk away)
• Why communication and follow-up might be your most valuable assets
• The surprising ways AI and legal tech can (and can’t) help
• When to rethink your entire career and how to do it responsibly

Timestamps:

00:16 – Jason’s post-law school “welcome to reality” moment

01:38 – First win in court and the difference real-world law makes

02:57 – Why law is a “practice” (and not an exact science)

03:58 – How a judge’s mood can influence your case

04:20 – Jason’s book: The Sht They Never Taught You in Law School*

05:54 – Universal skills: follow-up, integrity, and knowing your values

08:52 – Law school theory vs. real-world advocacy

11:25 – What happens when you lose and have to face the client

13:46 – Learning who not to work with as a lawyer (and business owner)

15:59 – The $60K mistake Jason made with a client—and what he learned

19:06 – Common misconceptions non-lawyers have about lawyers

21:25 – The power of saying “I don’t know”—and circling back

24:43 – Clients today expect instant clarity: managing modern expectations

25:55 – Thick skin, self-care, and knowing when not to take it personally

28:06 – Continuous learning, CLEs, and the role of AI in law

30:49 – Batman’s utility belt: how Jason views AI as a legal tool

33:43 – Worst professional advice Jason ever received

36:29 – Honesty, mistakes, and always having a plan of action

37:07 – Advice for those considering law school

38:35 – Why some lawyers are miserable—and how coaching can help

42:26 – What coaching is (and isn’t) supposed to do

44:23 – Finding motivation 25 years into the legal grind

45:35 – Why showing up is more powerful than talent

47:02 – You don’t have to respond instantly—just communicate well

47:46 – What Jason has doubled down on since writing his book

49:24 – Final advice for aspiring or struggling lawyers

50:14 – Where to find Jason online

About Jason:

Jason S. Weiss is a litigator who handles all aspects of business and commercial litigation. He has dealt with matters involving breach of contract, tortious interference with business relationships, title, property, non-compete clauses, commercial and residential landlord tenant matters, elder abuse, partnership disputes, trade secrets, RICO claims, fraud, real estate litigation, consumer protection, American’s with Disabilities litigation, tenant/landlord matters, medical marijuana litigation, personal injury and other various business related lawsuits.

He was recently appointed as a Board Member of Benefits Specialist Inc. and voted President of Leadership Coral Springs Class of 2011. Jason is also a former adjunct professor of Sports Law at Nova Southeastern School of Law, a former adjunct professor of the graduate level course Sports Law at St. Thomas University and a former judge for the Broward County Teen Court Program.

Jason has extensive sports and entertainment law experience, including representing professional football, baseball, and soccer players, personal management companies, rappers, bands, radio personalities, mixed martial arts fighters, chefs, agents, boxers, actors, writers and models. Jason has also negotiated, drafted and litigated recorded music and video deals, distribution agreements, publishing agreements, production agreements, employment contracts and endorsement deals for athletes, entertainers, musicians, chefs and agents. He serves as a legal advisor to professional athletes, performers and entertainers in all aspects of their professional and personal activities. Jason has been selected by Super Lawyer magazine as a Rising Star in 2009, 2010 and 2011.

Resources & Mentions:

- Jason’s Book: The Sh*t They Never Taught You in Law School : https://www.amazon.com/hit-They-Never-Taught-School/dp/1955242887

- Follow Jason on LinkedIn: linkedin.com/in/jason-s-weiss

- Follow Jason on Instagram: https://www.instagram.com/askjasonweiss/

Connect With Us:

Uplevel your team’s learning: www.learnit.com

Contact us: [email protected]

Follow Damon on LinkedIn and Instagram

Have you ever stayed too long at a job, on a project, or even a relationship just because you already put so much into it?

That’s the “Sunk Cost” fallacy at work. And it can quietly sabotage smart leaders, strong companies, and promising futures.

In this solo episode, Damon unpacks how this psychological trap nearly cost his company half a million dollars and what finally gave him the clarity and courage to walk away.

In this episode, you’ll learn:

• What the sunk cost fallacy really is (and how it shows up at work and in life)
• The project that taught Damon a $500K lesson
• Why walking away from the project freed Learnit to build something better
• How to overcome ego, pride, and emotional attachment
• A 5-step framework to help you know when to pull the plug
• The surprising office building decision that proved Damon had learned the lesson

Timestamps:

00:00 – What is the sunk cost fallacy (and how it traps us)

01:00 – The $500K LMS mistake: why Damon didn’t walk away—until he had to

02:30 – Making the call: pulling the plug and letting the COO go

03:00 – Why it freed up time, money, and momentum to rebuild smarter

03:30 – Step 1: Name it—call the project or decision what it really is

03:45 – Step 2: Stop throwing good after bad

04:00 – Step 3: Put your pride in check and ditch the ego

04:20 – Step 4: Create a “go or no-go” line for any project

04:40 – Step 5: Pressure test with your team—would you start over again?

05:00 – Reframe your thinking: what do you gain by pivoting?

05:30 – Real estate edition: the office building they never moved into

06:15 – Final takeaway: tough decisions are the sign of a wise leader

About Damon Lembi:  

Damon Lembi is a 2x bestselling author, the host of The Learn-It-All Podcast, and CEO of Learnit – a live learning platform that has upskilled over 2 million people. Drawing from his prior baseball career, Damon brings an athlete’s perspective to leadership. Through his journey, he has gained invaluable insights into what helps organizations grow, how great leaders learn, and why learn-it-all companies outpace their competitors every time.   

Resources & Mentions:

Uplevel yourself and your team with our trainings: www.learnit.com

Email us: [email protected]

Follow Damon on LinkedIn: https://www.linkedin.com/in/damonlembi/

Follow Damon on Instagram: https://www.instagram.com/damonlembi/

70% of college seniors with student debt say looming repayments will impact their career plans.

The average graduate and oftentimes, their parents will endure 17 to 20 years of loan payments in efforts to become free from student debt. 

Our emerging workforce will comprise 75% of the workforce by 2025 making student debt a majority issue. Student debt isn’t just a financial burden, but it’s one of the biggest barriers to wealth creation in the modern workforce.

In this episode, we’re joined by Laurel Taylor, founder and CEO of Candidly, to explore how addressing student debt is no longer optional. Laurel shares how her personal journey with debt led to a mission that’s already wiped out nearly $2 billion in liability and opened new pathways to first-time wealth.

• Why student debt is now a business issue, not just a personal one
• How shame around debt stops employees from engaging in benefits
• The ROI companies are seeing when they address financial stress
• How Candidly helps employers reduce turnover by up to 76%
• Laurel’s philosophy on risk, resilience, and the real cost of pride
• What it means to lead during wartime—and how her team stays agile
• How AI is powering the next phase of financial wellness

00:00 – Laurel’s personal student debt story

01:28 – Why she founded Candidly

03:24 – The shame around student debt—and how it affects families

05:33 – Why debt is a workplace issue and not just a personal one

06:54 – What employers are missing in their benefits stack

07:46 – The staggering ROI of Candidly’s solution for employers

09:44 – Tax-free employer contributions and new retirement match rules

11:57 – How the sales cycle for Candidly evolved from 2016 to today

13:32 – Distribution through major financial services firms

15:01 – Laurel’s story of quitting Dell after one day

17:53 – “I have nothing to lose but my pride”: Laurel’s mindset shift

19:52 – How loss shaped Laurel’s perspective and mission

23:07 – Her framework for overcoming fear and taking risks

27:16 – Leading through chaos: student loan reform and AI adoption

29:40 – The real-time complexity of student loan programs

31:10 – Wartime CEO: how her team thrives through rapid change

32:36 – A three-week offsite to prototype AI-powered personalization

34:41 – Candidly’s next wave: AI + wealth creation at scale

36:47 – How to run a purposeful, high-impact team retreat

39:04 – Why ignoring student debt is no longer an option for CEOs

41:51 – Student debt and the retirement gap

42:56 – Candidly’s mission for the next decade: from debt to wealth

Laurel Taylor is the CEO and Founder of Candidly. Laurel previously led a global business unit at Google and holds her MBA from the Massachusetts Institute of Technology with an undergraduate degree from Texas State University.  

Laurel has experienced, first hand, the impact of missing out on two decades of compounding interest on wealth while paying down debt, between she and her highly educated mother. Thus, her path and purpose to solve the student debt, savings, and retirement savings crisis was born. 

As the market-leader, Candidly has generated over $1.2B of student debt impact as a workplace benefit, serving thousands of employers with an average population of 22,500 employees, distributed by the largest financial services companies in the world.

• Learn more about Candidly: https://getcandidly.com
• Connect with Laurel on LinkedIn: https://www.linkedin.com/in/ltmit/
• Secure 2.0 Act info: https://www.usbank.com/retirement-planning/financial-perspectives/saving-for-retirement-secure-act.html#:~:text=The%20SECURE%202.0%20Act%20mandates,basis%20to%20a%20Roth%20account

• Uplevel yourself and your team with our trainings: www.learnit.com 
• Email us: [email protected] 
• Follow Damon on LinkedIn: https://www.linkedin.com/in/damonlembi/ 
• Follow Damon on Instagram: https://www.instagram.com/damonlembi/

What happens when your lifelong career ends overnight? Most people panic. Steve Delsohn got to work. 

After 16 years at ESPN, multiple journalism awards, and a career-defining body of investigative work, Steve found himself laid off, just one day after winning two prestigious honors. In this episode, Steve opens up about the emotional and professional toll of being let go, how he transitioned into the world of PR without sacrificing his values, and why saying “no” to big opportunities is sometimes the most powerful move you can make. 

Whether you're facing a layoff, rethinking your next move, or trying to lead with more integrity, this conversation is a masterclass in reinvention, resilience, and doing meaningful work. 

In this episode, you’ll learn: 

• How Steve went from journalism to building a purpose-driven PR firm 
• The secret to pitching powerful stories that get noticed 
• How to ask better questions (for interviews or leadership) 
• What sports journalism taught him about truth, ethics, and standing firm 
• Why networking is your greatest career asset 
• His best advice for anyone transitioning careers 

Timestamps: 

00:20 – Winning two awards… then getting laid off the next day 

03:40 – The identity crisis after leaving ESPN 

05:04 – Grieving the loss of a career you loved 

07:45 – Ageism, niche jobs, and what really blocked new opportunities 

09:39 – The almost-job at a PR firm repping Harvey Weinstein 

11:42 – Launching Delsohn Strategies 

12:19 – The ethical line Steve refuses to cross in business 

14:22 – Why he turned down work with Daniel Snyder 

16:01 – Where Steve’s values came from—and why he won’t compromise 

18:06 – The biggest transferable skill from journalism to PR 

20:55 – How Steve builds trust with high-profile clients 

22:43 – The art of asking the right question 

24:11 – What interviewers and leaders can learn from Joe Paterno 

27:42 – Steve’s first book deal with John Matuszak 

28:50 – The wild inside stories of Emmitt Smith and Jerry Jones 

31:15 – Co-authoring a book about Sam Kinison 

32:34 – How Steve prepared for investigative stories on giants like Penn State and UNC 

36:18 – Stories of institutional betrayal and survivor justice 

39:18 – Social media, journalism, and the danger of speed over truth 

41:07 – Did he ever regret a published story? 

42:05 – The Joe Paterno text message Steve caught on camera 

47:14 – Advice for having difficult conversations 

48:51 – Who Steve will and won’t work with at his PR firm 

50:43 – Purpose, values, and building a client roster you’re proud of 

51:02 – The underestimated power of networking 

54:02 – Is he happier now than at ESPN? 

About Steve: 

During his 30-plus years in journalism and communications, Steve Delsohn has built a national reputation as a network television reporter, nonfiction author, documentary producer, and strategic communications consultant.  

Steve worked 16 years as an investigative reporter for ESPN TV’s Outside the Lines, the news magazine show which examines substantial issues in the sports world.  In 2013 he won a Peabody Award for a story on the concussion crisis in the NFL.  In 2009 he earned an EMMY nomination for a story on Joe Paterno’s morally-decaying Penn State football program.  

He did other high-profile investigations of improper medical care in high school football; the dangers of 15-seat passenger vans which transport small-college athletes;  the academic fraud scandal at the University of North Carolina; corruption in the youth football helmet industry;  a college football coach who sold meth on the side;  and a female teenage athlete sexually assaulted while competing against boys during a high school water polo game. 

Steve has written 12 nonfiction books, including The Fire Inside, an oral history of American firefighters which inspired a History Channel documentary (Into the Fire) and was used as source material for the fictional film Ladder 49.   

He has also written or co-written books on John Wayne, Bobby Knight, Sam Kinison, Emmitt Smith, Jim Brown, Notre Dame football, the 1985 Chicago Bears, the Los Angeles Dodgers and USC football.  He has co-produced one documentary on college basketball (Guru of Go) for ESPN’s esteemed 30 for 30 series, and the aforementioned documentary on firefighters for History Channel. 

Steve is a native of Chicago now living just outside Los Angeles.  His passions are reading, fitness, movies, politics...and above all his wife and three children. 

Resources & Mentions: 

• Steve Delsohn’s PR Firm: https://www.delsohn.com/  
• Follow Steve on LinkedIn: https://www.linkedin.com/in/delsohnstrategies/  
• Cruisin’ with the Tooz by Steve Delsohn and John Matuszak: https://a.co/d/iBShV4M 
• Jim Brown: Out of Bounds by Steve Delsohn: https://a.co/d/80SiLlu  

Connect with Us: 

• Uplevel yourself and your team with our trainings: www.learnit.com 
• Email us: [email protected] 
• Follow Damon on LinkedIn: https://www.linkedin.com/in/damonlembi/ 
• Follow Damon on Instagram: https://www.instagram.com/damonlembi/ 

When host Damon Lembi quit drinking, it had nothing to do with hitting rock bottom. Instead, it had everything to do with the future he wanted to create. 

In this episode, you’ll learn:

• Why Damon gave up alcohol (without hitting a dramatic low)
• The moment he realized he wasn’t showing up as the person he wanted to be
• A 5-step framework for making lasting change in your life
• How to handle discomfort in social situations after a big change
• What life felt like two weeks, two months, and nine years after quitting
• How letting go of one habit helped Damon become a sharper leader, father, and author

Timestamps:

00:00 – Damon’s personal story: why he quit drinking without a rock-bottom moment

01:00 – The role alcohol played in his personal, professional, and social life

02:00 – The turning point: noticing the impact on his health, energy, and finances

03:00 – Reflecting on family: longevity, legacy, and leadership

04:00 – Step 1: Get curious—books, conversations, and quiet exploration

04:50 – Step 2: Journal—getting fears and hopes onto the page

05:30 – Step 3: Tell someone—why accountability changed everything

06:00 – Step 4: Commit—picking a date and making it real

06:45 – Early challenges: awkward parties, AA meetings, and finding his own path

07:50 – Step 5: Lean into discomfort—navigating social pressure and anxiety

08:45 – What changed: sleep, clarity, confidence, and sharper decision-making

09:30 – Why alcohol used to be a coping mechanism—and how Damon replaced it

10:00 – The long-term impact on his career, health, and creativity

10:45 – A final challenge for listeners: what’s holding you back?

Connect With Us:

• Uplevel yourself and your team with our trainings: www.learnit.com 
• Email us: [email protected] 
• Follow Damon on LinkedIn and Instagram 

Business-to-business commerce is broken. Today’s customers find themselves overwhelmed by too many options, too much information, and too many obstacles. The result is often an inability to execute any but the safest of purchase decisions, frequently resulting in no decision at all.  

Today’s guest is Brent Adamson, he’s a world-renowned researcher, author, presenter, trainer, and advisor to B2B commercial executives around the world. 

He’s here to argue that the real key to B2B sales success is to focus on boosting customers’ confidence in themselves and their ability to make large-scale, collective decisions on behalf of their company rather than sticking with how traditional sales have worked. 

In this episode, you will learn: 

• Why sales success hinges on buyer self-confidence, not seller expertise 
• How “frame making” helps reduce decision friction in complex buying groups 
• What to do when content marketing becomes part of the customer’s confusion 
• How emotional calibration can humanize your pitch and build trust faster 
• How to coach customers through their own internal process using a simple audit 

Timestamps: 

00:16 – The surprising origins of The Challenger Sale 

01:30 – Why segmentation research gave way to selling insights 

02:51 – The seller crushing quota in the middle of a recession 

05:07 – How Neil Rackham predicted Challenger’s longevity 

06:21 – Pushback: “Relationships still matter!” 

08:12 – From product to solution to insight as the competitive edge 

10:18 – Why leading with “you’re selling wrong” fails 

11:20 – Framing the shift: Selling must evolve because buying has 

12:46 – The rise of buyer indecision in a world drowning in content 

15:06 – “Smartness arms race” and the downfall of content overload 

16:05 – 20-person buying groups that don’t know how to decide 

17:38 – Why decision fatigue is killing commerce 

20:30 – The real opportunity: Making buyers confident in themselves 

21:55 – Coach vs. expert: The power of preserving buyer agency 

24:35 – How younger or newer sellers can still bring massive value 

25:58 – Use this phrase to add instant credibility as a new seller 

26:09 – Playing the role of connector, not expert 

29:08 – Personalizing outreach through social proof and curation 

30:05 – Adding subtle emotional language to increase engagement 

33:41 – The Frame Making model: Establish, Engage, Execute 

36:11 – “It turns out that…” audit: Avoiding surprise buyer stalls 

38:26 – Build a customer-facing “sequence of events” map 

40:15 – Expedient’s frame making mindset: Win by helping customers decide faster 

42:26 – “If we’re going to lose, let’s lose early” 

44:00 – The most powerful thing a customer can feel after a sales call 

45:56 – Teaching empathy through language and emotional calibration 

49:45 – Hypothesis-led empathy: How to learn what customers feel 

51:18 – The overlooked ROI of solving for what customers feel 

Resources Mentioned: 

Buy The Frame Making Sale: https://www.amazon.com/Framemaking-Sale-Boosting-Customer-Confidence/dp/1541705823/

HBR article on the Sense Making for Sales: https://hbr.org/2022/01/sensemaking-for-sales

Follow Brent on LinkedIn: https://www.linkedin.com/in/brentadamson/ 

Watch Brent’s Frame Making Sale YouTube series: https://www.youtube.com/watch?v=9HKcZiOSrso  

Connect with Us: 

• Uplevel yourself and your team with our trainings: www.learnit.com 
• Email us: [email protected] 
• Follow Damon on LinkedIn: https://www.linkedin.com/in/damonlembi/ 
• Follow Damon on Instagram: https://www.instagram.com/damonlembi/ 

“73% of customers say experience is a key factor in their purchasing decisions just behind price and product quality,” according to a report from PwC. 

Customer experience is no longer just a support function of your business... it’s a leadership strategy. 

In this episode, we’re joined by Van Battle, a seasoned customer experience leader who has first hand experience on how it can improve a company’s success based on his career working with brands like Jamba Juice, Urban Remedy, and The Sharper Image.  

In this episode you will learn: 

• The real difference between customer service and customer experience 
• How to turn your support team into your company’s most strategic asset 
• Why empathy is a leadership skill 
• How “minor league” development programs can retain top talent 
• What most companies get wrong when using AI in customer experience 
• How to empower reps to resolve issues without escalating every time 
• What leaders must do to instill a culture of ownership 

Timestamps: 

00:16 – Leading through stewardship: what it looks like 

01:09 – Lessons from the restaurant world: empathy starts on the frontlines 

03:26 – The invisible value of busboys and call center reps 

05:18 – Why Van sends reps into stores and orders their own products 

06:58 – Customer service vs. customer experience 

08:46 – Anticipating issues before they happen 

10:23 – Turning reps into “insight engines” 

12:32 – Avoiding burnout: how to distribute workload fairly 

13:40 – Baseball, development, and team balance 

14:57 – The “minor league program” for career growth 

17:11 – Upskilling with Learnit: real examples that worked 

19:03 – Creating a culture of learning and mobility 

20:04 – Training teams to own the resolution 

22:45 – Building confidence through empowerment 

23:39 – When the customer isn’t right—and how to respond 

25:22 – Tracking patterns to prevent abuse 

26:52 – Balancing trust between customer and employee 

29:36 – How to turn customer data into internal action 

32:01 – Getting specific: “friendly” means what exactly? 

33:18 – How customer expectations have evolved 

35:52 – Humanizing digital experiences in a tech-first world 

37:49 – What Southwest’s shift says about customer loyalty 

39:14 – What AI should never replace 

41:04 – Will AI replace frontline workers? 

42:47 – Van’s biggest leadership lesson about customer experience 

Resources & Mentions: 

• Follow Van on LinkedIn: https://www.linkedin.com/in/vancbattlejr/  
• Urban Remedy: https://urbanremedy.com/  
• Jamba Juice: https://www.jamba.com/  

Connect With Us: 

Website: www.learnit.com 

Email: [email protected] 

Follow us on LinkedIn and Instagram for show updates