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! 

Join Tacey and her Special Guest, Business Book Author, Speaker, Podcaster & Entrepreneur, Mark Graban, .

Today's topic is “Cultivating a Culture of Learning from Mistakes”

Mark discusses the importance of having a culture that embraces learning from mistakes and removes the fear and punishment traditionally associated with mistakes. How it’s critical to foster, grow and nourish this type of culture on an ongoing basis.

Timestamp: 01:14: Mark’s Story

Timestamp: 06:28: Choose Improvement not Punishment

Timestamp: 15:01: Fostering the Environment

Timestamp: 18:20: Not One and Done

Timestamp: 22:19: Leadership that Embraces this Culture

Mark’s Contact Information:

Website: https://www.markgraban.com

Link to book: https://www.mistakesbook.com

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

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

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, Founder of Catalytics, Frank Mendoza.

Today's topic is “How AI and Data Analytics can Improve Your Company Culture”

Frank discusses all the ways AI can enhance the customer experience both internally and for your customers. AI isn’t anywhere near the stage to replace humans nor does Frank think it should. But he does offer ways for you to use to stay relevant and deliver a better experience.

Timestamp: 02:43: Differences between AI &Machine Learning

Timestamp: 09:26: Is your business ready for AI?

Timestamp: Challenges businesses face implementing AI

Frank’s Contact Information:

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

Instagram: https://www.instagram.com/fx.mendoza

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 TV Host, Media Coach, Recording Artist & Best Selling Author,

Amy Scruggs. Today's Topic: "What If It All Goes Right?"

Amy discusses how shifts throughout life can keep you living your best life and how not to take NO as defeat.

Timestamp: 1:11: Amy's Story

Timestamp: 9:46: Turning Fails into Opportunities

Timestamp: 13:14: Power of Integrity

Timestamp: 14:34: Lights, Camera Action, the Why behind the book

Amy's Contact Info:

Website: https://www.amyscruggsmedia.com

Link to book: Lights, Camera, Action Book

Link to What If It All Goes Right: open Spotify

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! 

On this episode of the Customers First Podcast, I engage in a deeply insightful conversation with Jaime Raul Zepeda, a Workplace Culture Architect and Executive Leader. Jaime brings a wealth of experience in enhancing employee engagement and cultivating high-performance environments. We delve into the connection between cultivating a people-first culture and driving business success, exploring how organizations can maximize their potential through strategic people-centric practices.

Jaime shares his journey into this field, sparked by a transformative reading of Dan Pink's "Drive." He emphasizes the importance of making work a fulfilling experience since we spend more time there than anywhere else. We discuss the domino effect of workplace culture on overall happiness and fulfillment, affecting employees and their subsequent interactions in their personal lives. Jaime's passion for fostering environments where people thrive radiates as he outlines his experiences at notable organizations like Great Place to Work and LinkedIn, which ultimately led to his current role in Best Companies Group.

We shift our focus to what a redesigned employee experience could look like. Jaime passionately advocates for a holistic view encompassing the triple bottom line: people, profit, and planet. He challenges leaders to remember that focusing solely on profit can lead to disengagement and high turnover rates. Instead, he asserts the importance of feeding the people within the organization to maintain engagement and commitment. Citing the importance of dignity and fairness, Jaime insists that leaders must prioritize their people's fulfillment to excel in business truly.

Throughout our conversation, we explored the misconception that employee happiness is synonymous with engagement. Jaime argues for a deeper understanding of growth and fulfillment, emphasizing that real challenges, rather than mere perks, lead to meaningful employee commitment. He invites leaders to invest thoughtfully in their people, fostering growth that stimulates pride and mastery rather than temporary satisfaction.

We further examine how organizations can cater to diverse employee motivations by distinguishing between those who seek rapid career advancement and those who prefer steady growth. Jaime explains the importance of personalized development paths tailored to the individual's desires and goals, reinforcing that genuine growth leads to a stronger organizational culture.

Jaime and I tackle the common pitfall of senior leaders focusing too heavily on top performers while neglecting the rest of their teams. He encourages a balanced approach to leadership that equally values all employees, asserting that fostering a culture conducive to everyone's development will fortify the organization against future challenges.

As we conclude, Jaime reminds us of the integral link between employee satisfaction and customer loyalty. He encourages leaders to actively engage with their teams to understand their needs and expectations better. Our discussion leaves listeners with a powerful reminder that adopting a people-first mentality is not just a feel-good approach but a strategic imperative leading to increased organizational success. Jaime's insights are invaluable for any leader looking to create a thriving workplace culture that sparks employee engagement and customer loyalty.

Jaime's Contact Information:

LinkedIn: @jaimezepeda

Website: https://jaimeraulzepeda.com

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, Author, Trainer and Certified Speaking Professional, Barbara Khozam.

Today's topic is: "How Not To Deliver BAD Customer Experience"

Barbara shares many nuggets of wisdom how to deliver the best experiences for your team and your customers because we both believe the culture examples start on the inside, at the top of the organization.

Timestamp: 01:43: Barbara's Journey

Timestamp: 11:54: The Shift in Human Behaviour.

Timestamp: 18:26: Hiring the Wrong People Hurts a Company

Timestamp: 22:54: Complaints are a Gift, Embrace Them!

https://www.facebook.com/barbarakhozam

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

 https://www.instagram.com/bnkhozam/

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, Author of UpSolutions and Owner of Maranet Inc. Patti Mara.

Today's topic is "Building a Team of Superheroes"

Patti discusses the importance of understanding that your team are your brand ambassadors and how to turn them into your brand's superheroes. How to set your team up for success in the field of customer engagement through: Value Proposition Training, Clear Position Agreements, Team Communication and Regular Feedback.

Timestamp: 01:27: Patti's Journey

Timestamp: 11:41: Listening to Your Team

Timestamp: 14:51: 4 Pillars of Team Success

Link to blog post we discussed: How to make your team the hero blog post

Patti's Contact Information:

Website: www.pattimara.com

Social Media: 

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

Instagram: https://www.instagram.com/patti.mara/

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: Dr. Jessica Kriegel as they discuss Transforming Workplace Cultures. Jessica is an Author, Keynote Speaker and Workplace Culture Transformation Expert.

Jessica's journey: Timestamp: 01:10

Jessica's definition of Culture: Timestamp: 06:34

Who is responsible for culture?: Timestamp: 12:04

Jessica discusses Purpose, strategy & culture. Feedback, recognition and storytelling. Tune in to see how all these things work together to create your culture.

Jessica's Spill the Tea session: Timestamp: 33:53

Jessica's Culture Transformation Guide and her book are found on her website: https://jessicakriegel.com

Jessica's contact information: 

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

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, Singer, Songwriter, Music Teacher & Ambassador for Hydrocephalus Canada, Danny Lamb.

Today's topic is: "Music & Magic of Inclusivity in Business & Life."

Danny discusses how challenging it continues to be to find venues with total accessibility for all communities to enjoy his concerts. We also discuss how much money gets left out of the economy yearly because of accessibility issues. It is a staggering number.

We also discuss Danny's journey and what's in the future for Danny Lamb.

Danny also shares his newest release, "Unique 2 Yourself," which I consider my anthem for 2023. Please give it a listen and request it on your favourite radio station. (link below)

Danny's Contact info: 

IG: @dannylambofficial

TikTok: @dannylambofficial

Website: www.dannylamb.com

Email: Management@dannylamb.com

As a gift...

Unique 2 Yourself

Spotify: https://open.spotify.com/track/6rq4shsw2VMrXfvg0SfxcM?si=75b293c472734e72

Itunes: https://music.apple.com/ca/album/unique-2-yourself-single/1670129651

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, Author and Human Potential Developer, Terre Short.

Today's topic is: "How Word Choices Impact Customer Experience."

Terre shares with us the importance of making sure our personal podcast (voice in our head) chooses words wisely to ourselves so we can, in turn, choose wisely when interacting with our teams and customers.

Terre shares some examples of words that limit us and others that can uplift us. It would help if you read her book; many more examples there.

We also cover some examples of how leaders can use words to be sure to deliver clear messaging to their teams.

Terre's Website: https://www.shortgroup.net

Link to purchase the book:  https://www.shortgroup.net/shop

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, Author, Podcast Host and President/owner of PK Solutions Group, Patrick Kagen.

Today's topic is: "Standing Out From Your Competition."

Patrick shares his 8 Key Ingredients needed to differentiate yourself from your competitors to your customers.

1.  Develop and understand, in detail, the client's problems – often, the client thinks they know the problem, but what they know is the symptom of the situation they are experiencing.
2. Understand the TOTAL VALUE of the solutions you bring the client – this happens not from knowing your product line in detail as much as it comes from knowing and understanding the client problems within the client operations and then knowing what the actual costs are that stem from that problem.
3. Be CONFIDENT in stating the problem as you have discovered it, especially when the client has not, or does not see it – this is the core of differentiation – seeing what others do not see and confidently quantifying the cost of its continued existence.
4. Be clear about the difference between the solution's price and the cost of not implementing the solution. 
5. Know your Ideal Client. Predetermine what your ideal client looks like and behaves like. Find that ideal client, and you will begin to sell from the buyer's perspective.
6. Speak Value, NOT PRICE. Your client buys the value of what you offer, and the value to an intelligent buyer is NON-NEGOTIABLE.
7. DEMONSTRATE YOUR DIFFERENTIATORS. Words can be deceiving, but actions are irrefutable. 
8. Once you have demonstrated your differentiators, then SPEAK TO THEM, AND WRAP THEM IN VALUE – nothing eliminates buyer remorse more than starting with the absolute correct solution to existing problems, but only you saw them. Feel free to point out that any answer other than yours allows the issues to continue and erode the customer's operations.

Differentiation is what the most intelligent buyers rely on. Differentiation is not a logo, slogan, or brand. But when you properly differentiate, you become the brand, the option the client has searched for, and you become a reliable resource while all others are simply making a pitch.

You can read the blog in full at: https://pksolutionsgroup.com/2022/11/what-sets-you-apart-from-the-competition-in-the-buyers-mind/

Retreat Patrick Mentioned: Before emailing him, ask yourself these questions:

If you answer YES to 2 of the four questions, then this leadership retreat/mastermind would be a good use of your time:

1. Do you lead the leadership in your organization?
2. Do you lead teams in your organization?
3. Is revenue a significant factor considered in how you are evaluated at your organization?
4. Do you operate in a highly competitive industry?

Email Patrick for more information: patrick@pksolutionsgroup.com

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 Podcast Host of Purpose and Pixie Dust, Entrepreneur and Womens Business Coach, Lindsay Dollinger.

Lindsay shares her strategies to get 5 hours back into your week. From the right calendar format to prioritizing tasks and automating or outsourcing, we learn many ways to free us your time to live in your "Zone of Genius" as she calls it.

We learn the benefits of shutting off notifications in your emails and cell phone (I know, shocking idea!) and how "doubling up" tasks gets twice as much done in a day.

Lindsay is sharing her workbook with us so download and try these out for yourself:  workbook link

Lindsay's Contact info:

website: https://www.lindsaydollinger.com

Instagram: https://www.lindsaydollinger.com

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, Disney Expert, Author, Speaker, Podcaster & Host of WDWRadio, Lou Mongello.

Today's topic is: "Disney Magic Can Live In Your Business Too."

I could not think of another guest I wanted to celebrate our 100th episode more than Lou Mongello. Lou has tried for years to get me into podcasting, and finally, in 2021, I took the leap and haven't looked back. He has been a business mentor and close friend for nearly two decades. He speaks worldwide about the Disney experience, and today's show is a dive into what makes them the best.

Lou shares why he believes Disney's attention to detail, casting, and consistency across the brand lead to a customer experience that is the gold standard in the marketplace.

We discuss things from design choices to hitting all of our senses at once and the bookends of wow that start and end a transaction with and how we can all practice that in our businesses.

Lou has experienced Disney on multiple continents through many categories of experiences, and he knows each time what to expect because they deliver excellence across the brand.

Lou has built a reputation for being the go-to expert on all things Disney and is sought out for appearances as a guest on multiple types of media and keynote speaker around the globe. He hosts and produces his show, WDWRadio, which ranked in the top 1% of podcasts worldwide. He is also the founder of the Dream Team Project, which sends children with life-threatening illnesses to Disney World through the Make-A-Wish Foundation of America. Thanks to the incredible efforts and generosity of others, they have raised more than $550,000.00 to date.

Lou's Business Website: https://www.loumongello.com/

Lou's Disney Website: https://www.wdwradio.com/

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, Speaker, Business Owner, Coach & Owner of Simplifying Entrepreneurship, Pete Mohr.

Today's topic is: "The Customer Must Be At The Core."

Pete discusses how your business has to keep the customer at the core of every decision. He shares his 5 Ps of business. Promise, Product, Process, People & Profits. He speaks about the difference between Promise, Mission and Vision and why we need clarity on all three, and he shares why he built a heart model to achieve that.

We also learn "The Wheel of Momentum," Clarity, Confidence, Competence, Cooperation, Capacity and Creativity and how they drive the forward motion of your business.

Pete gives us all the gift of a "One Page Planner."  

download here: https://simplifyingentrepreneurship.com/planner/

 Pete's Website: https://simplifyingentrepreneurship.com/

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, Author and Creativity-Awareness Educator Michaell Magrutsche, as they discuss "How to Humanize Customer Experience Through Creativity."

Through years of research, Michaell shares how customer experience is a unique part of human growth. How micromanaging a team does not work, and the negative results of that type of leadership.

Michaell and Tacey talk about how the power is in the people, not the brand, and how that can increase morale and authenticity value with your customers and help your team gel harmoniously together. Business reflects through its leaders and teams, and Michaell explains his thoughts.

His passion project is sharing how art ties into the customer experience and how art enriches that.

Michaell shares a free questionnaire with us, "Why you are doing What you do," and the link to that pdf is below.

Michaell's Contact Information:

Website: http://www.selfawareart.com/

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

Free PDF: http://bit.ly/3GD1xHV

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

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

Remember:

Customer_Centric Cultures Create Magical Customer Experiences.

Now Go Spread the Magic!

On this episode of the Customers First Podcast, I had the privilege of speaking with Joshua Hart, an expert in conflict management and communication training. With nearly two decades of experience, Joshua has honed his skills in helping organizations navigate complex interpersonal dynamics. We explored the transformative journey that led him to specialize in conflict resolution, beginning with his early aspirations to become a marriage counsellor influenced by his family's background in ministry. However, he soon discovered that his true calling lay in helping groups and organizations tackle their communication challenges, leading him to pursue advanced education and certification in dispute resolution.

Joshua shared some pivotal experiences from his career, including moments that sparked his passion for proactive conflict management. One key anecdote involved witnessing a heated confrontation between senior managers, highlighting the need for a better approach to communication and a framework for addressing conflict within organizations. This experience solidified his transition from radio, where he spent 14 years, to focus on conflict resolution," driving his motivation to develop communication strategies that foster understanding and resolution among divergent viewpoints.

We delved into the significant changes that digital communication and social media have introduced to conflict dynamics. Joshua voiced concerns that the reliance on technology can diminish the human connection essential to effective conflict resolution. He emphasized that while digital tools can simplify searching for information, they cannot replicate the emotional intelligence that comes from face-to-face interaction. The conversation highlighted how understanding one's audience and recognizing different communication styles are vital for effective leadership, especially across generational divides in today's workplaces.

Throughout our discussion, Joshua provided valuable insights into bridging generational gaps within teams by actively seeking feedback on preferred communication methods. He proposed actionable steps for leaders, including creating an open dialogue where team members can express their needs and frustrations and ensuring that multiple avenues for communication are available. The notion of being a "fire marshal" instead of a "firefighter" resonates throughout his philosophy; effectively preventing conflicts before they escalate is essential to fostering a productive workplace. 

As we wrapped up the episode, Joshua shared his belief in authentic connections and is eager to continue helping individuals navigate their challenges. This episode offers a treasure trove of insights for leaders aiming to cultivate more effective collaborative environments, reinforcing that empathy and proactive engagement are crucial for organizational success.

Joshua's Contact Information:

Website: joshuahartconsulting.com

LinkedIn: @mrjoshuahart

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 guests, Partners at the personal branding firm, BrandFace, Tonya Eberhart & Michael Carr, as they discuss this week's topic of "People Don't Do Business With A Logo."

BrandFace's mantra is "People don't do business with a logo. They do business with a person." Tonya breaks down where that came from while Michael discusses the Attractor Factor.

Tonya explains the difference between personal branding and marketing, and no matter what business you are in, branding is something we all need to consider.

We discuss where most people go wrong with personal branding, the three categories of Personal Branding & the five questions we need to ask ourselves before we can consider marketing our business.

They give us all a gift of "The Ultimate Guide to a Freedom-Based Brand."  

download here:https://www.brandfaceforexperts.com/guide

 Tonya & Micheal's Website: https://brandfacestar.com

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, Anthony Coppedge, as they discuss this week's topic of "Fail Often, Be Agile & Transform Culture."

 Anthony shares the importance of Business Agility and OKRs to transform cultures. He explains the significance of trends and patterns to drive change forward. To keep us from getting stuck in where you've been and guide you towards creating a path forward.

With agile strategies, you mitigate risk and fail often but recover and adapt quickly. Learning from the small risks gets real insight from various outcomes rather than one significant idea. Innovation happens when people think differently.

Leadership is a culture where leaders create, facilitate and participate. Culture is not a saying you hang on the wall. It's changing the organization's state for the customer's benefit.

"Be more interested in how people are rather than what they can do for you."

Anthony's Contact Information:

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

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, Coach, Speaker, Author and Alchemist for exponential personal growth and founder of "Your Ultimate Life," Kellan Fluckiger, as they discuss "Leadership with Authenticity, Compassion and Becoming Your Best Self."

Kellan discusses his varied careers and what has brought him to where he is now in following his divine path and sharing that gift with the world to help us all live our ultimate lives.

As leaders, we need to realize how the world of leadership has evolved and changed, and Kellan discusses the skills now required to be a compassionate, caring leader and how to be present for your team.

Kellan shares and breaks down areas of leadership we don't always focus on:

1: Modelling an inspiring vision

2: Magnetize a capable, willing team

3: Motivate required actions

4: Manage resources and diversity

5: Maintain a constant focus

6: Make it to the goal line together.

Kellan is also gifting us the free guide to the "Five Steps to Your Ultimate Life" Link here: https://www.kellanfluckiger.com.

Kellan's LinkedIn: https://www.linkedin.com/in/kellanfluckiger/

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, Communication Coach & Owner of MasterTalk, Brenden Kumarasamy, as they discuss "How to Ask Powerful Questions to Focus on the Customer."

Brenden shares his journey & throughout that journey, he accidentally discovered the need for his current business, MasterTalk.

Brenden is leaving a legacy and will create a better world through his communication gifts that he is putting out for free on social media and his YouTube channel for future generations to learn and grow.

Some valuable questions Brenden shared for us to gift our teams and customers with:

1: If you had to change one part of the experience with our product/service, what would you change and why?

2: If I asked you to explain what I do and offer to someone else, what would you say?

Powerful indeed.

Brenden also shares some additional communication skills that we should train our teams to better interact with customers. He also shares tips to get everyone more comfortable "onstage" with customers.

Brenden's YouTube Channel: https://www.youtube.com/c/MasterTalks

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

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, Customer Satisfaction Leader and HR Professional Beverly Hathorn, as they discuss "Impacts of Poor Customer Experience on Business."

Beverly walks us through how she travelled through the customer service industry over her career, leading her to start her current company, where she helps other businesses hone their customer experience.

We discuss why customer experience is critical to a business on many levels. No matter the industry you're in, you will ultimately deal with internal or external customers. Beverly expands on the 5 Ways Bad Customer Experience Affects your Business: profits, reputation, employee engagement & retention.

We discuss some Customer Satisfaction Measurements & Metrics we use, such as Net Promoter Score & Customer Effort Score, how those are measured and what we use to measure areas of opportunity and success.

Lastly, we discuss the 5 Best Practices for Delivering Unparalleled Customer Service.

Beverly is gifting us a complimentary 60-minute consultation to discuss your pain points and some actions to overcome them.

Please get in touch with Beverly at (use CustomersFirstPodcast Listener in the subject line): beverly@customermeasures.com

Beverly's website: https://customermeasures.com/

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, Author, Speaker and CEO of CX Journey Inc., Annette Franz, as they discuss "The Building Blocks of a Customer Experience Strategy."

Annette has nearly three decades of experience inspiring and elevating organizations and teams. Between Annette and Tacey, this episode brings you over seven decades of experience building teams and organizations to become customer-centric.

Annette defines what customer-centric and employee-centric mean and how employee experience ultimately drives the customer experience. She also explains how we go about building and strengthening that connection.

Annette covers some of the building blocks needed to build a customer experience strategy and how customer understanding is vital. She also shares three ways to achieve that customer understanding.

Annette is also giving us a free assessment organizations can take to assess how customer-centric they currently are. The link to that will be below.

Annette's Contact Information:

website: https://annettefranz.com/

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

Free Assessment: https://annettefranz.com/assessment/

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

Thank you for tuning in, and Tacey looks 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 on this Solo Episode 

Grab a Cup of Tea, and Let's Catch Up!

It's been a few weeks since Tacey checked in; she catches you up on all the great conversations she's had since you last met.

Through this short episode recap, Tacey shares her thoughts on the recent conversations and people she has been fortunate to meet.

Grab your cup of tea and pull up a chair in the Boardroom with Tacey.

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

Thank you for tuning in, and Tacey looks 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, Founder & CEO of Lone Fir Creative, Tyler Pigott, as they discuss "Building a Company Culture that Puts the Customer First."

They delve into the importance of looking at the entire company culture to tune in and refine the customer experience. It all starts with taking care of your team and putting them in the best role for them and you to succeed. And when that magic happens, the customer wins as well.

Tyler loves to help people see around the corners, identify challenges and solve problems and he shares tips on how to do that.

Tyler explains how competing in Ironman races taught him a lot about running a business and that you need a clear vision to build a thriving culture.

Tyler is also gifting us a free E-Course called "Get out of Your Way" and a free Customer Journey Mapping Template. The links will be below.

Tyler's contact information:

website: https://www.lonefircreative.com/

Linkedin Profile: https://www.linkedin.com/in/tylerpigott/

eCourse: https://www.tylerpigott.com/get-out-of-your-own-way

Customer Journey Map: https://www.lonefircreative.com/customer-journey-template

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

Thank you for tuning in, and Tacey looks 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, CEO of the Appreciation Advocate, Steve Buzogany, as they experience how not to poison your best customer relations through appreciation.

Steve believes in this concept so much he has built his business around helping companies show their customers the appreciation they all deserve.

Relationship building and truly getting to know your customer is at the heart of all he does and we all should do. Without that caring and genuine thirst for knowledge about your customer and all they do, how will you ever build brand loyalty? 

It is the one way you can truly stand out to your customer and if you don't do it, someone else will.

Steve's contact info:

Website: AppreciationAdvocate.com

Steve's Free E-Book Set for you: https://appreciationadvocate.com/sales57965515

Tacey's Contact info: https://www.taceyatkinson.com

Join Tacey and her Special Guest Life-Long Entrepreneur Drake Scifers discuss their thoughts on Customer Experience being Everything!

Drake goes into how he discovered that they were many businesses that were not realizing that experience is the most valuable asset any company has but sadly is also the most under utilized.

He walks us through some real life scenarios he brought this practice to success and how you can use those types of tools for your own success.

From real estate to internet services, Drake tells how not only he set himself apart from the crowd but how he hopes to be of service to you.

Drakes contact info: 

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

Email: drake@contentgym.tv

Tacey's contact info is all : https://www.taceyatkinson.com

On this episode of the Customers First Podcast, we delve into leadership with Jim Carlough, an accomplished business strategist and author of "The Six Pillars of Effective Leadership: A Roadmap to Success." Drawing upon over thirty years of professional experience, Mr. Carlough asserts that effective leaders are cultivated through deliberate practice and mentorship. He recounts his early leadership journey, which commenced with his election to public office following his collegiate education, emphasizing how a pivotal question from a city manager regarding integrity profoundly influenced his ethical framework for leadership. 

Mr. Carlough underscores the critical role of mentorship, observing emerging leaders thrive with appropriate guidance, whereas those lacking such support will likely encounter challenges. In his book, he delineates the "Six Pillars of Effective Leadership," with integrity as the fundamental element. He further elaborates on the importance of compassion and empathy, highlighting leaders' need to support their team members actively. Additional traits such as focus, stability, and humour are also discussed, illustrating how these characteristics enhance team dynamics. 

The episode culminates with reflections on assessing leadership effectiveness through indicators such as low employee turnover rates and high levels of commitment. Mr. Carlough advocates for ongoing engagement and mentorship, encouraging current and prospective leaders to invest in their personal development and that of their teams, thereby fostering an environment conducive to growth and success within their organizations.

Jim's Contact Information:

Website: jimcarlough.com

LinkedIn: @jimcarloughms

Instagram: @jimcarloughmotivation

Book Link: The Six Pillars of Effective Leadership

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 special guest, Customers First alum, PR  Expert Amy Kehs as they discuss the important of clear, concise and consistent messaging across the board. 

They delve into the importance of regular messaging audits to be sure your words are consistent on all the platforms you interact with.  The potential and existing customer will walk away if you confuse them with your words. Make them the hero of your story and how you are unique to help them.

Amy updates us on where her business is headed and how that has affected her messaging as well as, she discusses how she lead Customers First in the PR aspect of the brand refresh they just under went.

Amy shares tips to help you drive your message over the finish line to your customers along with a gift, a pdf: How to Create Authentic Messaging That Sells,  which can be found here:

https://tinyurl.com/amykehs

Amy's website: https://www.amykehs.com

Tacey's contact information can all be found on her website: https://www.taceyatkinson.com

Thank you for tuning in and Tacey looks forward to sitting down to more valuable conversations together in the future.

Remember:

Customer Centric Cultures Create Magical Customer Experiences.

Now go Spread the Magic!

Brand Relaunches, Refreshes and How It's More Than Your Logo.

With Special Guest: Top Banana at Rocket Juiced Studios, Keith Groshans

Tacey and Keith talk about what makes a brand choose to refresh or relaunch a brand. There is much more to consider than just the logos and colours, and they even discuss the recent refresh of Customers First, on which Keith was the creative director and graphic artist. 

Customers First wasn't the only brand to refresh, and they discuss some brands that did it well and some that might have missed the mark.

Customers First has launched this new chapter of magic, and we take you along on how we got here.

Thank you for tuning in, and we look forward to us sitting down to have more valuable conversations together in the future.

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

Keith's contact information:
Website: http://www.rocketjuiced.com
Free gift: Creating a Full Brand Anatomy: http://www.rocketjuiced.com/customersfirst

Tacey's contact information is found at www.taceyatkinson.com

The last couple of years have brought about some amazing changes for all of us. Customers First has as well.

“I recently relocated to the Halifax area to fulfill a promise I made to my late father. I promised that I would establish my business and give back to the community he loved,” said CEO and founder, Tacey Atkinson. “He has been the inspiration for Customer’s First. He instilled in me at an early age, how important customer relationships are to businesses and their communities.”

Join Tacey for this solo episode as she discusses exciting announcements regarding everything, Customers First.

The mission of Customer’s First is “Curating Customer-Centric Cultures to increase customer loyalty and decrease employee attrition.” It does this through its strategic planning, leader and team trainings, and speaking engagements. With over 35 years of management experience in customer service industries, Customer’s First CEO Tacey Atkinson has developed her fun and interactive training program, CAKE™, to boost engagement and create lasting brand loyalty. Tacey’s speaking engagements deliver fun, powerful presentations to company teams.

The brand is getting a new look everywhere; the podcast is getting a new format, and the new website also launches on January 22nd. 

Tune in to Tacey explaining the changes and what's in store for the future of Customers First.

We hope you continue tuning in; the best is on the road ahead.

You can contact Tacey on social media; all platforms are @taceyatkinson or at the website www.taceyatkinson.com, where we hope you'll check out the new site on January 22nd. 

Thanks for tuning in.
Customers First: Today, Tomorrow, Always.
Until next time.

Join Tacey and her Special Guest,

Facilitator & Certified Life Coach for Leaders, Angie Robinson.

Today's Topic: Creating Your Word Story.

Angie and I discuss how we utilize choosing a word to guide us for the upcoming year and how it can impact every decision we make. The joys of looking back on a word story to see how it shaped your growth and development. It is a practice I strongly believe in, and Angie teaches the process with such care that you will want to join us and create your word story.

Timestamp: [01:50] Angie's Story

Timestamp:[03:54] The Impact of this Practice

Timestamp: [06:01] 3 Questions to Start the Process 

Timestamp:[14:49] Reflecting Back Monthly to Keep it Alive

Timestamp:[23:18] Angie's Speed Round

Enjoyed the show and want to connect with Tacey & Angie?

Angie's Website: https://www.angie-robinson.com

Link to Episode 46 of Angie's Podcast: https://www.angie-robinson.com/podcast/episode46

Tacey's Website: www.taceyatkinson.com  (Jan. 22nd will be the relaunch of a new look & new site)

Tacey's social links: @taceyatkinson

Thanks for tuning in. 

Customers First: Today, Tomorrow, Always. 

Until next time.

Join Tacey and her Special Guest,

Author of Crushing the Competition with Service, Hank Ebeling.

Today's Topic: The Importance of Excellence in Customer Service.

There is so much competition out there today; the one thing that they can't replicate is how you make people feel when interacting with your brand. Good or bad, it's the thing that uniquely belongs to you, so make it the most magical experience you can use so that your guests keep returning for more. Today we discuss strategies to make that happen. Tune in for tips to create your magic.

Timestamp: [01:02] Hank's Story

Timestamp:[03:00] Biggest Advantage in Business

Timestamp: [07:57] Warm Bodies vs Engaged Employees

Timestamp:[10:54] The Gift of Complaints

Timestamp:[23:21] Hank's Speed Round

Enjoyed the show and want to contact Tacey or Hank?

Hank's social links: @hankebeling

Link to Hank's book: Crushing the Competition with Service: https://a.co/d/gjZoHpQ

Tacey's Website: www.taceyatkinson.com   (Jan. 22nd will be the relaunch of a new look for social media & new website)

Tacey's social links: @taceyatkinson 

Thanks for tuning in.

Customers First: Today, Tomorrow, Always.

Until next time.

Join Tacey and her Special Guest : Keith Lee.

Creator of the "Make You Happy" Management System

Today's Topic: Everyone's Primary Job IS Customer Service.

Timestamp: 00:50: Keith’s Story

Timestamp: 05:02: Why do most companies Struggle with Customer Service?

Timestamp: 21:09: Customer Satisfaction is Worthless…..

Timestamp: 35:25: Keith’s Speed Round

Keith’s Contact Info: (don’t forget to get the book, only pay shipping)

Website: https://makeyouhappycustomerservice.com/

LinkedIn: @keithlee-1

Tacey's Contact Info 

@taceyatkinson (All social links the same)

website: www.taceyatkinson.com

Join Tacey and her Special Guest, Brittany Hodak: Author and Keynote Speaker

Today's Topic: Creating Super Fans.

Timestamp: 01:05: Brittany’s Story

Timestamp: 07:18: Why We Need Super Fans

Timestamp: 15:08: Experience Economy

Timestamp: 21:09: Brittany’s Speed Round

Brittany’s Contact Info:

Website: https://brittanyhodak.com

LinkedIn: @brittanyhodak

Tacey's Contact Info 

@taceyatkinson

(All social links here): www.taceyatkinson.com

Join Tacey and her Special Guest Jason Barnard, "The Brand SERP Guy".

Today's Topic: Teaching Google Who We Are & What We Do.

Timestamp: 01:46: What is Search Optimization and how to best use it.

Timestamp: 05:13: The Evolution of Search Engines & The Improvements We Can Utilize

Timestamp: 08:14: Google Business Cards

Timestamp: Google Knowledge Panel

Timestamp: 24:35: Jason’s Speed Round

Jason’s Contact Info:

Website: https:jasonbarnard.com

LinkedIn: @jasonmbarnard

Tacey's Contact Info 

@taceyatkinson

(All social links here): www.taceyatkinson.com

New Podcast Episode Dropped Today!

Join Tacey and her Special Guest: Author, Speaker & Public Speaking Coach: Peter George.

Today's Topic: Captivating & Transforming Others.

Timestamp: 01:01: Peter’s Journey

Timestamp: 5:33: Top 5 Secrets for Captivating Your Audience

Timestamp: 17:47: Practice like the Pros

Timestamp: 29:28: Peter’s Speed Round

Peter’s Contact Info:

Website: PeterGeorgePublicSpeaking.com

Instagram: @petergeorgepublicspeaking

Tacey's Contact Info 

@taceyatkinson

(All social links here): www.taceyatkinson.com

Join Tacey and her Special Guest Crystal Steers, Founder of The Chasing Happiness Empire.

Today's Topic: Importance of Change & Evolution in Your Business.

Timestamp: 02:16: Crystal's Journey

Timestamp: 12:19: How the World Around us Changes or Should Change our Business 

Timestamp: 22:03: Visually Changing your Brand Appearance

Timestamp: 25:05: Crystal's Speed Round

Crystal’s Contact Info:

Website: www.chasinghappiness.ca

Instagram: chasinghappiness.ca

Tacey's Contact Info (All social links here): www.taceyatkinson.com

On this episode, we chat with Mark Shaw, a customer experience expert with a rich background in enhancing interactions across sectors like theme parks and hotels. Mark's journey from hospitality enthusiast to customer experience leader reveals his passion for creating joyful moments. 

He distinguishes between customer service and customer experience, emphasizing the latter as a holistic approach encompassing every brand interaction. Mark believes fostering brand loyalty hinges on understanding the physical environment, emotional engagement, and meaningful interactions. 

Leadership plays a pivotal role in shaping customer experience, and Mark shares how top executives must champion customer-centric strategies. He provides examples of how consistent messaging can unify teams and enhance employee morale through authentic recognition. 

Mark stresses the importance of hiring the right talent and maintaining team standards. He offers a six-pillar framework for success, highlighting the need for clear purpose and inspired leadership. He draws on his experience transforming a struggling theme park into a top-rated destination. 

To wrap up, Mark discusses his upcoming book, "The Real CEO," which aims to redefine leadership as a role focused on customer experience. Tune in for valuable insights on elevating customer interactions and driving business success!

Mark's Contact Information:

Website: It's a Shaw Thing

LinkedIn: @MarkShaw

Tacey's Contact Information:

Website: taceyatkinson.com

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 , Dominic Artzrouni, Founder & Director of Concave Brand Tracking.

Today's Topic: Product Placement and It's Effect on the Customer Experience.

Timestamp: 01:05: Dominic’s Story

Timestamp: 04:55: How Product Placement Works

Timestamp: 11:01: Brand Clearances

Timestamp: 28:13: Speed Round

Dominic’s Contact Info:

Website: https://concavebt.com

LinkedIn: @dartzrouni

YouTube: https://www.youtube.com/channel/UCKtaOz8e1gMzUxs3WKjcQpw

Tacey's Contact Info: www.taceyatkinson.com

Join Tacey and her special guest , Samantha Irwin: Owner of Kaizen Coaching & Consulting.

Today's Topic: Transforming Business Through the Power of People

Timestamp: 3:27: Building a Passionate Team

Timestamp: 13:32: Setting the Stage

Timestamp:  25:03: Serving vs Selling

Samantha’s Contact Info:Instagram: @samantha_kaizen

Power of People Course: https://kaizen.zone/power-of-people-course/

Tacey's Contact Info: www.taceyatkinson.com

Join Tacey and her special guest , Dave Tarnoff

Dave is an Associate Professor, Textbook Author and YouTube Guru.

Today's Topic: STEM Education and the Leaders of Tomorrow.

Timestamp: 13:50: AI & Customer Experience

Timestamp: 19:54: Getting young people interested in STEM

Timestamp:  26:25: Utilizing YouTube in teaching

Dave’s Contact Info:Instagram: @imationdesign

YouTube Channel: https://www.youtube.com/c/Intermation

Tacey's Contact Info: www.taceyatkinson.com