Customers First Podcast – Details, episodes & analysis

On this episode, I had the pleasure of speaking with Alison Dixon, the Chief Customer Experience Officer at Portnox, a leader in zero-trust network access control. Alison’s unique insights stem from her diverse background, which encompasses various roles in HR, sales enablement, and IT. As we dove into the conversation, Alison shared her journey of building a customer experience organization from the ground up at Portnox, emphasizing the importance of prioritizing customer relationships in a rapidly growing tech environment.

Alison recounted her initial days at Portnox, which began as a small startup of about 20 employees. Soon after her arrival, she recognized the pressing need for deeper insights into customer accounts and interactions as the company scaled. Her prior experience as a fundraiser and in HR equipped her with a holistic approach to understanding customer psychology and needs. Through meticulous customer journey mapping, she established strategies that centred on enhancing the overall experience, detailing how each stage of customer interaction contributes to long-term loyalty and satisfaction.

We delved into the often transactional mindset prevalent in many organizations, particularly those that prioritize immediate revenue over long-term relationships. Alison argued firmly for a shift towards valuing customer experiences, stating that a lack of focus on building connections could lead to lost opportunities, even for small clients who may evolve into significant partners over time. Her philosophy is clear: if companies establish authentic human connections with their customers, they stand to gain far more than transactional profits.

Throughout our discussion, we touched on the high-stakes nature of cybersecurity and how this uniquely shapes customer experience. Alison highlighted the critical importance of maintaining accessibility and support for clients, given the potential risks associated with cybersecurity breaches. She emphasized that customers need confidence in their service providers and need to establish trust through transparent communication, even when addressing negative scenarios.

As our conversation progressed, we explored the role of customer experience in product development and overall business strategy. Alison passionately conveyed that understanding customer feedback not only helps retain clients but also informs the direction of product innovation. This perspective has led her team to integrate CX insights into their roadmap, aligning organizational goals with customer expectations.

Towards the latter part of the episode, we took a thought-provoking turn into the realm of artificial intelligence in customer experience. Alison expressed cautious optimism about AI's potential but was wary of its increasing deployment without a foundational human element. She underscored the value of genuine interactions and deep understanding through personal connections — a sentiment she has repeatedly validated through firsthand experiences with Portnox customers.

In closing, Alison shared her belief that creating exceptional customer experiences is not the sole responsibility of one department but rather a collective effort throughout the entire organization. By fostering a culture that prioritizes customer care and connection, even the smallest companies can achieve remarkable growth. Overall, this episode offered valuable insights into the evolving landscape of customer experience within the cybersecurity industry, highlighting strategies that can lead to sustained success.

Alison's Contact Information:

Website: https://www.portnox.com

LinkedIn: @alison-dixon-msod

Tacey's Contact Information:

Website: taceyatkinson.com

All Socials: @TaceyAtkinson

Thank you for tuning in, and I look forward to having more valuable conversations together in the future.

Remember:

Customer-Centric Cultures Create Magical Customer Experiences.

Now Go, Create the Magic!

On this episode of the Customers First Podcast, I have an insightful conversation with Ken Cox, President of River City Internet Group and the mind behind InLink.com—a platform dedicated to providing small businesses and solopreneurs with the essential tools needed for success. Ken passionately shares his journey from a challenging childhood to becoming a key player in the tech industry, illuminating how his early experiences shaped his approach to empowering entrepreneurs. 

Ken discusses the disparities he observed in the business landscape, particularly regarding the resources available to larger corporations compared to small businesses. He emphasizes the importance of creating a level playing field through technology, allowing smaller entities to compete effectively. His mission with InLink.com is to simplify operations for small businesses by offering an all-in-one suite that includes a fully integrated CRM, office tools similar to Google Drive, and unparalleled support. We explore how these resources not only improve productivity but also enhance customer experiences by streamlining communication and marketing efforts.

Throughout our discussion, Ken highlights the transformative impact of artificial intelligence in the business realm. By implementing AI-driven solutions, Ken aims to alleviate common pain points faced by small business owners, ultimately allowing them to focus on what they do best—serving their customers.

We dive deeper into the functionalities that differentiate InLink.com from other software on the market, such as its commitment to user data privacy, integrated marketing capabilities, and ease of use for entrepreneurs who may be apprehensive about navigating digital tools.

As our conversation unfolds, Ken predicts a future where small businesses leverage both Web 2.0 and 3.0 technologies to expand their presence beyond local markets. He envisions a time when Main Street businesses can create a national brand identity through innovative products and online courses, ultimately doubling or even tripling their revenue streams. For those eager to implement cutting-edge solutions and build winning strategies for their businesses, this episode is a must-listen.

Kens' Contact Information:

Website: https://kencox.com

LinkedIn: @kencox

YouTube: @ClicksBricksPodcast

Tacey's Contact Information:

Website: taceyatkinson.com

All Socials: @TaceyAtkinson

Thank you for tuning in, and I look forward to having more valuable conversations together in the future.

Remember:

Customer-Centric Cultures Create Magical Customer Experiences.

Now Go, Create the Magic!

On this episode of the Customers First podcast, I have the pleasure of speaking with David Sauers, co-founder and CEO of Royal Restrooms, a company redefining the portable restroom industry. We delve into David's journey, exploring the pivotal moments that led him to transform what was once considered a functional necessity into an experience that enhances any event. With a focus on creating luxurious, climate-controlled restroom trailers adorned with stylish interiors, David's vision was shaped by a personal moment involving his children that highlighted the pressing need for an elevated restroom experience at events.

David candidly recounts the frustrations with traditional port-a-potties and how those experiences catalyzed innovation. Competitive advantages, such as climate control and aesthetics, swiftly turned Royal Restrooms' offerings from a niche product to an expectation at high-end events and weddings. He demonstrates a profound understanding of the importance of customer experience, emphasizing that the quality of restroom facilities can significantly affect guests' overall enjoyment and willingness to stay longer at events. David points out that their trailers have exceeded customer expectations, leading to lasting loyalty among their clientele.

Throughout the conversation, we explore the challenges of innovating within an industry that has long been dominated by outdated perceptions. David reflects on the monumental effort required to change mindsets and illuminate the potential for an improved event experience through superior restroom facilities. His insights remind us that every detail contributes to an event's ambiance, proving that even something as commonplace as a restroom can be a conversation starter.

We also touch on David's leadership philosophy and entrepreneurial vision, where he advocates for a willingness to embrace change and disruption as integral to business success. He articulates the importance of persistence and belief in one’s vision, emphasizing that even no’s from investors can lead to transformative pathways if one remains committed. His advice to fellow innovators—keep pushing forward, keep iterating, and always stay connected to your vision—resonates powerfully.

Tune in to discover how Royal Restrooms sets a new standard in customer experience within the event industry, and glean invaluable insights that can help elevate your organization.

David's Contact Information:

Website: https://www.royalrestrooms.com

LinkedIn: @DavidSauers

Instagram: @davidsauersjr

Tacey's Contact Information:

Website: taceyatkinson.com

All Socials: @TaceyAtkinson

 Thank you for tuning in, and I look forward to having more valuable conversations together in the future.

Remember:

Customer-Centric Cultures Create Magical Customer Experiences.

Now Go, Create the Magic!

Join Tacey and her special guest, Customers First Regular, Amy Kehs. Amy is Brand Strategist and Communications Expert for museums.

Today's Topic is In Search of Your Ideal Client.

Amy shares how an “ah-ha” moment for her, really turned her thoughts on the ideal client or customer on it’s head and since she has embraced the results have made her business flourish and it can help yours do the same.

Timestamp: 01:25: Amy’s Story

Timestamp: 08:16: Do What Lights Up Up

Timestamp: 12:26: Branding vs Messaging

Link to Amy’s Blog Post Detailing These Thoughts: https://www.amykehs.com/blog/in-search-of-your-ideal-customer

Amy’s Contact Information:

Website: https://www.amykehs.com

LinkedIn: https://www.linkedin.com/company/kehs-communications/

Tacey's Contact Information:

https://linktr.ee/taceyatkinson

Thank you for tuning in, and I look forward to having more valuable conversations together in the future.

Remember:

Customer-Centric Cultures Create Magical Customer Experiences.

Now Go Spread the Magic!

Join Tacey and her special guest, Customers First Regular, Keith Groshans. Keith is a Graphic Artist, Website & Brand Builder, and Top Banana at Rocket Juiced Studios.

Today's Topic is Technology Throughout The Customer Experience.

Keith shares how technology surrounds the customer experience today, from pre-sale research, to purchase and beyond, our homes, retail stores, art galleries, cars, websites and more are evolving to include more and more technology and ways we can embrace it to enhance the bond between customer and brand.

Timestamp: 07:45: Web-based shopping vs brick & mortar

Timestamp: 18:16: Omnichannel vs Multichannel explained

Timestamp: 20:49: Website technology towards accessibility.

Link to the Rocket Juiced on Website Accessibility PDF:  Rocket Juiced on Website Accessibility

Keith’s Contact Information:

Website: https://www.rocketjuiced.com

Tacey's Contact Information:

https://linktr.ee/taceyatkinson

Thank you for tuning in, and I look forward to having more valuable conversations together in the future.

Remember:

Customer-Centric Cultures Create Magical Customer Experiences.

Now Go Spread the Magic!

Join Tacey and her special guest, Peter Taylor. Peter is a father, Business Mentor, and Leader of The Awakened Man.

Today's Topic is Creating a High Performance Team.

Peter is passionate about human potential, strategic planning and creating high performance teams, so shares insights with us on these topics.

Timestamp: 01:09: Peter’s Story

Timestamp: 09:04: Cultivating Discipline

Timestamp: 12:30: Growing a Company with Integrity.

Link to the Time Recovery Calculator: https://www.petetaylor.co.uk/twitter

Just enter your email into the form and it will be sent to you.

Peter's Contact Information:

LinkedIn: https://www.linkedin.com/in/peterleontaylor/?originalSubdomain=uk

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

Tacey's Contact Information:

https://linktr.ee/taceyatkinson

Thank you for tuning in, and I look forward to having more valuable conversations together in the future.

Remember:

Customer-Centric Cultures Create Magical Customer Experiences.

Now Go Spread the Magic!

Join Tacey and her Special Guest, Serial Business Creator, Elite Business Coaching & Consulting Owner & Author: Joe Rockey JR.

Today's topic is “How to Create a World-Class Culture”

Joe discusses the importance of having a culture that empowers your team, compensates them according and allows for innovative new ideas.

Timestamp: 00:55: Joe’s Story

Timestamp: 06:57: Honest Evaluation of the Business

Timestamp: 17:56: Building a Culture that People would "Run through Fire" for.

Timestamp: 20:00: Joe Leads with 4 Core Values

Joe’s Contact Information:

Website: https://elitebusinessconversations.com/

Instagram: https://www.instagram.com/local.football.flavor/

Tacey's Contact Information:

https://linktr.ee/taceyatkinson

Thank you for tuning in, and I look forward to having more valuable conversations together in the future.

Remember:

Customer-Centric Cultures Create Magical Customer Experiences.

Now Go Spread the Magic!

Join Tacey and her special guest Educator, Administrator & TikTok Legend, Jared Lamb. 

Today's Topic: “Putting Your Teams Needs First & Leading by Example”

Timestamp: 1:24: Mr Lamb’s Journey

Timestamp: 3:41: Birth of Principal with a Cart 

Timestamp: 5:14: Visibility 

Timestamp: 11:33: Relationship Building

Timestamp: 15:27: Leading with Respect 

Timestamp: 19:48: Flexible to Change

Mr Lamb’s Contact Info:

TikTok: @principal_lamb

LinkedIn: https://www.linkedin.com/in/jared-lamb-186144228/

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

Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson 

Thank you for tuning in, and I look forward to having more valuable conversations together in the future. 

Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic! 

Join Tacey and her special guest Market Strategist & Operations Systems Specialist, Gisell Paula. 

Today's Topic: “Making your Business Swoon Worthy”

Gisell walks us through some ways to make every experience swoon worthy through having the best systems in place.

Timestamp: 4:57: Acting on Your Why

Timestamp: 6:26: Scaling with Sacrifice

Timestamp: 10:18: Customer Journey Mapping

Timestamp: 14:29: Empowering Your Team 

Gisell’s Contact Info:

Website: https://www.getscrategy.com/about

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

Link to Journey Mapping Template: https://www.getscrategy.com/customer-first-cx

Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson 

Thank you for tuning in, and I look forward to having more valuable conversations together in the future. 

Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic! 

Join Tacey and her special guest Army Veteran, Founder of Leading for Effect & Dynamic Leadership Coach, Chris Dubois. 

Today's Topic: “Lead to Success through Dynamic Leadership”

Chris walks us through some techniques to lead a team to success.

Timestamp: 4:27: Dynamic Leadership 

Timestamp: 6:53: Leadership is Experiential 

Timestamp: 10:03: 3 Common Leadership Mistakes 

Timestamp: 19:15: Questions for Your Team 

Chris’s Contact Info:

Website: https://www.leadingforeffect.com

LinkedIn: www.linkedin.com/in/christopherrdubois

Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson 

Thank you for tuning in, and I look forward to having more valuable conversations together in the future. 

Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!