James chats with Lee Cockerell, retired Executive Vice President of Operations for the Walt Disney World® Resort. Growing up in Oklahoma, Lee attended Oklahoma State University for two years before joining in the United States Army.

His career includes eight years with Hilton Hotels, seventeen years with Marriott International and sixteen years with The Walt Disney Company. Lee Joined Disney in 1990 as Director of Food and Beverage, Quality Assurance and Vice President of the hotel division for Disneyland Paris.

In 1993 Lee became the Senior Vice President of the hotel division at the Walt Disney World® Resort in Florida and in 1997 was promoted to Executive Vice President of Operations for all of Walt Disney World Operations, serving in that position for ten years before retiring to start his own business, Lee Cockerell, LLC., a training and development company and authoring 6 books on leadership, management and world class customer service.

They discuss learning from hospitality, a culture where everyone matters, hire 'em right, train 'em right, and treat 'em right, doing the best with unhappy people, great leadership, listening to customers and employees, creating magic, consistency, meeting expectations, not being a big deal and showtime.

Contact Lee:

Web: www.leecockerell.com

Academy: www.cockerellacademy.com

James chats with Jay Baer one of the world's most inspirational customer experience and marketing experts and advisors. Jay helps businesses clone their customers. A seventh generation entrepreneur, he's written six best selling books and founded five multi million dollar companies. He is one of the world's top 30 global gurus in customer service and online marketing and is a Hall of Fame keynote speaker.

He has helped many of the world's iconic brands, people like United Nations, Oracle, Hilton, US Bank exceed their customers expectations. He's a lover of plaid suits. He's a licensed tequila consultant and a certified barbecue judge.

They discuss plaid suits, selling domain names for beer, word of mouth and influencer marketing, getting great reviews, tequila, judging bbq, business aligning with personal values, and really understanding your customers.

Contact Jay:

Web: www.jaybaer.com

LinkedIn: linkedin.com/in/jaybaer/

Twitter: twitter.com/jaybaer

James chats with Annette Franz who has over 30 years in the customer experience profession and is founder and CEO of CX Journey Inc.

Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business) and Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.

She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.

They chat about the changes in company focus, what is customer experience, the culture you design, understanding your core values, changing the culture of established businesses, closing bank accounts, being customer centric, and people before product, profit and metrics.

Contact Annette:

https://cx-journey.com/

https://annettefranz.com/books/

Twitter: https://twitter.com/annettefranz

LinkedIn: https://www.linkedin.com/in/annette-franz/

James chats with Mat Patterson who began his career as a web designer, in the days when every web page had a grey background.

He worked as an in house designer for companies including the Australian Stock Exchange and Booking.com, and did freelance web design for companies in Australia and the UK.

Anticipating the rise of self-service web design tools, Mat switched careers to become the first customer service team member for Campaign Monitor, an email service provider started in Sydney, Australia.

As he grew that function to a global team of 27, Mat began blogging and speaking about online customer service. That work eventually turned into a full time role at Help Scout, a fully remote software company that  empowers businesses to serve customers in the most human, helpful ways. At Help Scout, Mat is the customer service content lead, teaching people how to deliver better online service experiences.

They discuss the self-service online world, giving your customers what they need, not just what they think they need, building service culture, listening to the data, why AI has a long way to go and getting the basics right all the time.

Contact Mat:

Twitter https://twitter.com/mrpatto

LinkedIn https://www.linkedin.com/in/mathewpatterson/

Email [email protected]

Help Scout writing https://helpscout.com/blog

Subscribe to the newsletter https://www.helpscout.com/newsletter/join-us/

James chats with Robert Spector is an international keynote speaker, thought leader, and author of the business classic THE NORDSTROM WAY: The Inside Story of America’s Number One Customer Service Company.

Robert has contributed articles to many publications, including The New York Times, The Wall Street Journal, Sports Illustrated, Women’s Wear Daily, Details, and National Lampoon. He has been a guest expert on national and local television, radio and podcasts, and is quoted in publications throughout the world.

Robert is a keynote speaker to a vast array of companies, organisations, governmental agencies, non-profits, trade associations, conventions, corporate retreats, and special meetings all over the world. He has spoken in 27 countries.

They discuss really focusing on the customer, unconditional returns policies, empowerment to do the right thing, the Seattle effect, having the right culture, butchers as great sales people, Pearl Jam and continually adapting.

Contact Robert:

Website: www.TheRobertSpector.com

LinkedIn: https://www.linkedin.com/in/therobertspector/

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

Twitter: @SpectorRobert

Instagram: https://www.instagram.com/therobertspector/

James chats with John Patterson, founder and President of Progressive Insights a member of the Chip Bell Group. He has over 30 years of executive leadership experience in the hospitality, business services, real estate and financial services industries.

He is the co-author of three books with Chip Bell including the award winning international best seller Wired and Dangerous; How Customers Have Changed and What to do About It. His articles have appeared in Customer Relationship Management, Incentive Magazine, SBusiness, Quality Digest, Customer Service Excellence, M World, Sales and Service Excellence, and Leadership Excellence. He has appeared live on ABC News and Fox Business.

A leading authority on leadership, customer loyalty, and service innovation, John’s consulting practice specializes in helping organizations create cultures which effectively deliver great customer experiences that drive loyalty and bottom line growth.

They discuss referrals and long term relationships, service vision, how customers are changing, free holiday meals, loving up your customers, loyal customers as advocates, and devotion.

Contact John:

www.johnrpatterson.com

LinkedIn: https://www.linkedin.com/in/johnrpatterson/

James chats with David Avrin one of the most in-demand Customer Experience speakers and consultants in the world today.

David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.

David's insights have been featured on thousands of media outlets around the world. He is also the author of five books including the acclaimed: It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back) and his newest book: The Morning Huddle -- Powerful Customer Experience Conversations to Wake You Up, Shake You Up, and Win More Business.

They talk about the future of business, terrible zoom backgrounds, working with different age groups, hatred of chatbots, service empathy, companies collecting data, inundating customers and being easy to do business with.

Contact David:

www.davidavrin.com

www.linkedin.com/in/davidavrin

www.twitter.com/DavidAvrin

www.facebook.com/therealdavidavrin

www.instagram.com/therealdavidavrin

Morning Huddle: morninghuddlemembership.com

James chats with Derek Rodgers, Managing Partner of solicitors firm Gardner Leader LLP since 2011. In that time it has grown from 70 people in two offices in West Berkshire to 180 people across six offices from Swindon to London.

A corporate and employment lawyer by background, Derek now focuses solely on managing the business, which has an employee net promoter score of +70. He is also a director of LawNet, a national network of quality independent law firms, of which Gardner Leader is a member.

The discuss business growth whilst maintaining and strengthening culture, employee net promoter scores, enjoying working, unlimited holiday leave, working with the right clients and great relationships, whilst selling peace of mind.

Contact Derek:

Twitter: @DerekR_GL

LinkedIn: https://www.linkedin.com/in/derekrodgers/

James chats with Joseph Michelli, s a certified customer experience professional and the author of 10 business books about companies like the Ritz Carlton Hotel Company, Mercedes Benz, Starbucks, Zappos, and Airbnb.

In addition to being a Wall Street Journal and New York Times bestselling author, he helps leaders and frontline team members improve the experiences they provide to colleagues and customers. He's also an internationally sought after keynote speaker on leadership and human experience design.

They chat about throwing fish, drinking beer from a bottle, designing signature experience moments, changing business culture and building loyalty.

Contact Joseph:

www.josephmichelli.com

https://twitter.com/josephmichelli

https://www.linkedin.com/in/josephmichelli

https://www.facebook.com/TheMichelliExperience/

James chats with Jeff Toister who's first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service.

Today, he guides organisations that want to build and grow a customer-focused culture.

Jeff is the best selling author of four books, including The Service Culture Handbook. Over one million people have taken one of his LinkedIn Learning training courses and he is a keynote speaker ranked as one of the top customer service professionals in the world by Global Gurus.

They discuss service culture, training and taking breaks, going to the lake, committing to action, transactional leadership and service vision.

Contact Jeff:

Free customer service tips: www.toistersolutions.com/tips

The Service Culture Handbook: www.serviceculturebook.com

LinkedIn: www.linkedin.com/in/jefftoister