The Industrial Talk Podcast Network

Tom Halpin with The Halpin Group

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Industrial Talk is onsite at FABTECH 23 and talking to Tom Halpin, President at The Halpin Group about "How to avoid a culture that prevents customers".  Here are some of the key takeaways from our conversation:
  • Manufacturing and a new book with Tom. 0:00
    • Tom is a seasoned manufacturing professional with 30 years of experience in the industry.
    • Tom has written a book about his experiences and insights, which he discusses with Scott on the podcast.

    • Unintentionally creating a culture that prevents customers. 2:29
      • Tom discusses their book "The Customer Prevention Culture" and the common missteps companies make unintentionally that can lead to a culture that prevents customers.
      • Customer nuisance mindset can lead to company-centric workflows, neglecting customer needs.

      • Common mistakes in customer-centric workflows. 6:16
        • Customer centricity is key: prioritize customer needs in workflows, reduce touchpoints, and serve customer-centric content.
        • Customers sense disconnect between teams, leading to frustration and churn.

        • Building a customer-centric culture. 10:05
          • Tom emphasizes the importance of proactive leadership in shaping a customer-centric culture, rather than relying on autocratic styles or "baseball bats."
          • Tom compares the importance of a customer-centric culture to the US Constitution and Bill of Rights, highlighting its significance as a manifesto.
          • Tom argues that companies need to create a culture of commerce, not customer prevention, to drive lasting change and success.
          • Leaders must demonstrate humility and commitment to change for their teams to follow suit.

          • Preventing customer loss in business. 16:43
            • Book provides concrete roadmaps for sales success through culture.
            • Tom shares his expertise on preventing customers from leaving and how to make it happen.


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              TOM HALPIN'S CONTACT INFORMATION:
              Personal LinkedIn: https://www.linkedin.com/in/tom-halpin-5183532/
              Company LinkedIn: https://www.linkedin.com/company/the-halpin-group/
              Company Website: https://thehalpingroup.net/
              The Customer Prevention Culture
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              The Industrial Talk Podcast NetworkBy The Industrial Talk Podcast with Scott MacKenzie
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