In this episode, Hilary Corna dives deep into the customer lifecycle and how it serves as the foundation for creating long-term customer relationships. From post-sales strategies to operationalizing key processes, this discussion provides a roadmap for fostering customer loyalty and driving sustainable business growth. Whether you're refining your operations or rethinking your customer retention strategies, this episode delivers actionable insights to transform your approach.

Visit www.hilarycorna.com/workshop for an example of a Goods & Information Flow

Visit www.HilaryCorna.com/learning-center for free tools and resources

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TIMESTAMPS
[03:58] Post-Sales Success
[10:01] Finding the Right Fit
[15:01] Operationalizing the Customer Lifecycle

Struggling to break free from operational chaos? Let’s fix that—with insights from an expert!

In this episode, our host is joined by Steve Niehoff, a seasoned expert in operational efficiency and process improvement. Together, they tackle the challenges of disorganized workflows and explore how to turn chaos into systems that work like clockwork. From setting clear roles to empowering employees with the tools they need, Steve shares actionable strategies to supercharge team performance, reduce burnout, and scale your business with confidence.

Register for our free webinar http://www.hilarycorna.com/webinar

Visit www.HilaryCorna.com/learning-center for free tools and resources

Follow @HilaryCorna on social

TIMESTAMPS

[00:02:45] Meet the Guest: Steve Niehoff

[00:07:49] The Problem with Disorganized Workflows

[00:12:53] How Process Clarity Drives Team Success

[00:19:02] Step 1: Mapping the Current State

[00:25:10] Communicating Expectations Effectively

[00:29:46] Empowering Employees to Eliminate Burnout

[00:34:04] Preparing for Scalable Growth

ABOUT STEVE NIEHOFF

Steve Niehoff, Chief Operating Officer at Group Plan Systems, helps companies, teams, and individuals execute more efficiently by simplifying complex challenges and driving better results. He focuses on strengthening the retirement system for employers and employees through innovative solutions, improved processes, and effective risk management. Outside of work, Steve enjoys volunteering, bird-watching with his wife, tackling yard work, and immersing himself in great stories.

https://www.linkedin.com/in/steve-niehoff-4920b86/

 [email protected]

Unlock your team’s full potential and scale without breaking a sweat.

In this episode, we explore the transformative power of streamlined processes. Our host dives into why strong operational foundations are crucial for sustainable growth, happier employees, and better results. Learn how to identify weak spots in workflows, empower your team with clarity, and build systems that eliminate chaos. Whether you're facing growth challenges or simply want to improve day-to-day operations, this episode offers actionable strategies and insights to elevate your business.

Register for our free webinar http://www.hilarycorna.com/webinar

Visit www.HilaryCorna.com/learning-center for free tools and resources.

Follow @HilaryCorna on social.

TIMESTAMPS

[01:00] Why Streamlined Processes Are Non-Negotiable

[03:30] Step 1: Mapping Current Workflows

[06:15] How to Set Clear Roles and Expectations

[08:40] The Impact of Weak Processes on Employee Morale

[11:20] Steps to Empower Your Team Through Process Clarity

[14:05] Preparing Your Business to Scale Effectively

In this episode of The Unprofessional Podcast, host Hilary Corna welcomes Chuck Bender, an accomplished entrepreneur and thought leader, to discuss the intricacies of scaling businesses and maintaining operational excellence. With decades of experience, Chuck shares insights on managing large teams, the importance of user-friendly processes, and leveraging technology to meet customer needs. Together, they explore strategies for balancing urgent and important tasks, integrating tools like chatbots, and maintaining rhythm and focus in leadership.

Visit www.HilaryCorna.com/learning-center for free tools and resources

Follow @HilaryCorna on social

Register for our free webinar http://www.hilarycorna.com/webinar

TIMESTAMPS:

[05:30] Growing Teams: Managing Hundreds of Employees
[11:02] User Experience: Simplifying Interfaces
[16:32] Operational Excellence: Delivering Better Outcomes
[22:00] Meeting Customer Needs: Key Strategies
[27:30] Chatbot Integration: Improving Efficiency


ABOUT OUR GUEST:

Chuck Bender is an entrepreneur, Navy veteran, and founder of Skynet Broadband and Attentus Technologies, bringing high-speed internet and IT solutions to underserved areas and businesses. A leader in the Entrepreneurs' Organization (EO), he is passionate about building connections and empowering others. Outside of work, Chuck enjoys playing guitar, fine Scotch, and stand-up comedy.

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

Are your processes setting you up for success or holding you back?

In this episode, we take a deep dive into the PDCA (Plan-Do-Check-Act) methodology, breaking it down into five actionable steps to implement scalable processes that bring clarity, efficiency, and sustainability to your business. Learn how to map workflows, identify bottlenecks, and foster a culture of continuous improvement. Whether you're just starting or looking to refine your existing processes, this conversation is packed with practical strategies and real-world examples to transform the way you work.

Visit www.HilaryCorna.com/learning-center for free tools and resources

Follow @HilaryCorna on social

Register for our free webinar http://www.hilarycorna.com/webinar

[02:50] Understanding the PDCA Cycle
[05:19] Step 1: Identifying and Mapping Current Processes
[07:55] Step 2: Defining Problems and Bottlenecks
[10:45] Step 3: Developing Scalable Solutions
[13:56] Step 4: Implementing and Measuring Success
[16:20] Step 5: Iteration Through Continuous Improvement
[18:30] Closing Thoughts and Next Steps

In this episode, Hilary Corna is joined by guest Andy Bailey to explore the transformative power of process improvement and its impact on organizational success. From insights on practical tools to creating a culture of continuous improvement, this episode is packed with actionable strategies to elevate your business. Whether you're a leader, entrepreneur, or just curious about operational excellence, you'll find a ton of golden nuggets in this episode. 

Visit www.HilaryCorna.com/learning-center for free tools and resources

Follow @HilaryCorna on social

TIMESTAMPS:

[05:00] Learning from failure and the importance of pursuing an ideal state.

[09:10] Structured problem-solving.

[13:50] Overcoming challenges and doing difficult things to build resilience.

[18:34] Actionable knowledge and the transformative power of action over ideas.

[23:15] The importance of setting specific, meaningful goals and overcoming hesitation.

ABOUT OUR GUEST:

Andy Bailey is the founder of Petra Coach and Boundless.me, where he and his team use a no-nonsense approach to help leaders and organizations scale with purpose, alignment, and accountability. A serial entrepreneur, he built and sold a multi-year Inc. 500 company before dedicating his career to coaching C-level executives and teams across industries. Known for his “No Try Life” philosophy, Andy has authored several books, including the Amazon bestseller No Try Only Do and his latest, Boundless Life Guide and Journal.

https://boundless.me/boundless-self/

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

In this episode, Hilary tackles one of the most overlooked challenges in business—inefficient processes. From missed opportunities to hidden costs, she breaks down why inefficiency can cripple growth and offers proven strategies to fix it fast. Drawing on her experience as a former Toyota executive and Kaizen leader, Hilary explores solutions to streamline workflows, eliminate waste, and empower teams to thrive. Whether you're facing operational bottlenecks or looking to enhance your team's productivity, this episode is your guide to solving inefficiencies and driving success.

Visit www.hilarycorna.com/workshop for an example of a Goods & Information Flow.

Visit www.HilaryCorna.com/learning-center for free tools and resources.

Follow @HilaryCorna on social

TIMESTAMPS
[01:20] Why Inefficiencies Are Costly
[03:10] Kaizen: A Solution for Efficiency
[05:30] Spotting Process Breakdowns
[08:00] Practical Steps to Eliminate Waste

Is email marketing just sending emails, or is it a dynamic tool for building lasting customer relationships?

In this episode, Hilary Corna talks with email marketing strategist Melanie Balke about developing a robust email marketing approach that adapts as a business grows. Melanie shares how to evolve from sending basic campaigns to leveraging advanced segmentation, loyalty programs, and lifecycle optimization. They discuss the role of metrics, how to avoid vanity pitfalls, and the art of balancing promotional content with genuine customer engagement. Whether you're just starting out or looking to refine your email approach, Melanie's insights offer valuable strategies for businesses of any size.

TIMESTAMPS

    [05:20] The Myth of List Size as a Vanity Metric
    [10:45] Creating High-Value Content for Better Engagement
    [15:30] Lifecycle Optimization for Customer Conversion
    [22:50] Balancing Promotional and Relationship-Driven Emails
    [30:10] Advanced Tactics: Integrating SMS and Loyalty Programs
    [38:00] Practical Tips for Small and Large Brands


ABOUT MELANIE BALKE
 
Melanie Balke is the CEO of EmailMarketers.com and a leading email marketing strategist known for helping e-commerce brands turn email lists into powerful tools for growth. With a focus on lifecycle optimization and smart segmentation, Melanie guides businesses to go beyond vanity metrics, building meaningful customer relationships that drive real conversions. Her data-driven, creative approach has made her a trusted advisor for brands looking to elevate their email marketing strategies.

https://www.theemailmarketers.com/

As we dive into 2025, we’re thrilled to share a special highlight reel from some of our most impactful conversations. This episode is packed with insights, stories, and strategies from incredible minds, offering a rich tapestry of ideas to inspire you.

Whether you’re looking to refine processes in your organization or spark fresh perspectives, these snippets have something for everyone. Let’s make 2025 a year of growth and innovation together!

Visit www.HilaryCorna.com/learning-center for free tools and resources

TIMESTAMPS
[00:28] Greg Eisen
[06:05] Jessica Fialkovich
[10:57] Billy Bosch
[18:23] Jordan Passman
[22:10] Natasha Miller

In this episode, our host, Hilary Corna, delves into a transformative approach to organizational management—shifting from an owner-led to a manager-led business model. This shift allows companies to operate with resilience and scale, independent of constant oversight from their founders or CEOs. Hillary discusses the importance of creating standardized processes, delegating responsibilities effectively, and fostering a culture where systems are seen as empowering rather than restrictive.

Through practical advice and real-world examples, she explains how small to medium-sized businesses can develop sustainable structures that free leaders to focus on high-level goals. Learn how these adjustments can drive efficiency, reduce risk, and help CEOs take a step back without compromising the company’s performance. If you're a business leader looking to redefine your relationship with daily operations and embrace true scalability, this episode is packed with actionable insights.

Visit www.HilaryCorna.com/learning-center for free tools and resources

TIMESTAMPS

[00:08:01] Shifting from Manager-Led to Owner-Led

[00:02:27] Recognizing the Value of Standardized Processes

[00:08:34] Delegation as a Strategy for Growth

[00:05:59] The Role of Systems in Scaling Operations

[00:08:23] Overcoming the "Founder Dependency" Challenge

[00:13:08] Practical Steps to Empower Teams

[00:10:43] Shifting Focus from Tasks to Management