Science of CX

Elaina Zuker is the president of Elaina Zuker Associates in Montréal, Canada. She has taught seminars to hundreds of employees and managers at major corporations such as AT&T, IBM, American Express and MCI International, and is a frequent keynote speaker at conferences and industry events. She is the author of six books on leadership, management and communication. Her best-selling book, “The Seven Secrets of Influence” (McGraw-Hill), the recent Main Selection for the Business Week Book Club, has been translated into four languages. Elaina is an expert on influence and defines it as the effect of an idea or person on the values, attitudes, and behavior of others. She believes that anyone can learn and master the skill of influence, but it must have honorable intentions and positive effects. Elaina also notes that positive influence must be transparent and not manipulative. On today’s episode Elaina and I discuss the importance of influence in business, the distinction between influence and manipulation, and the six different influence styles. Elaina also shares her program, based on her extensive business and management experience, that teaches practical and usable influence skills to anyone. Key Takeaways Timestamps [00:04:34] Influence is the effect of an idea on a person. [00:09:27] Influence skills for success in business. [00:16:59] 6 styles of influence; assessment reveals dominant style. [00:22:51] Helping physicists with lobbying and influence skills. [00:25:10] Customizable e-learning program with lifetime access. [00:28:52] Get people in a room; training skills. Quotes Connect with Elaina LinkedIn - https://www.linkedin.com/in/elaina-zuker-6173725?originalSubdomain=ca Website - https://www.ezinfluence.com/ Twitter - https://twitter.com/ElainaZuker

Mike Kaeding is a residential real estate builder and developer. He’s the CEO of Norhart, and aims at transforming the way apartments are built and managed by incorporating technologies and efficiencies that have revolutionized other industries, and lead to high-quality, cost-effective projects. Mike’s parents started their family business. But just a few years after joining the business, his dad unexpectedly passed away. All of a sudden, Mike had what felt like the weight of the world on his shoulders. He had to lead this business. He had no preconceived notion of "the way things are done" in the industry. He was struggling to the point where the city briefly shut them down. This shattered Mike’s world. But he just naively started to solve problems. And that was the magic. Mike and his team began changing the way construction is done. Starting with an attractive culture unique to the construction industry they hired the best talent. Together they solved chronic construction inefficiencies, applied techniques from manufacturing, and integrated traditionally unaffiliated trades. This resulted in higher quality and lower cost projects. In this episode, we explore the current housing crisis and what can be done to address it. Mike and I discuss interesting techniques in developing apartment complexes and planning for the resident experience. We also chat about the importance of hiring the best people, the value of employee experience, and the benefits of in-house manufacturing. Additionally, we discuss introducing new technology to remove pain points and create a better overall experience for residents. Listen in for an informative and eye-opening episode that offers insights into solving the affordable housing crisis in America. Key Takeaways Timestamps [00:00:39] "Exploring Real Estate CX with Norhart Construction" [00:05:37] "DIY plumbing leads to innovative construction solutions" [00:09:58] "Innovative Building Solutions: Kit of Parts Approach" [00:10:51] "Rental Market Shortage Leaves Families Homeless" [00:16:14] "Construction Company Creates Google-Like Culture for Employees" [00:18:46] "Creating an Exceptional Employee Experience for Success" [00:23:55] "Norhart's Innovative Plan to Solve Housing Affordability" Quotes Connect with Mike Linkedin - https://www.linkedin.com/in/mikekaeding/ Website - https://www.norhart.com/ Twitter - https://twitter.com/mikekaeding

Paula Courtney is the CEO of The Verde Group, a leading customer experience consultancy. Her focus is on customer retention and how to quantify the financial risk associated with poor customer experience. Paula’s work involves linking customer experiences with the behaviors that make organizations money, such as buying more and recommending the business to friends and family. She has developed tools and techniques to identify the specific experiences that degrade loyalty the most and cost businesses the most money. On today’s episode, I sit down with Paula to dive into the science of customer experience and the importance of identifying and addressing pain points to boost revenue. We also discuss the growing need for human connection in business settings and the challenges companies face in bringing employees back to the office. Paula shares her expertise in customer experience, improvement, and retention, highlighting the three key things every business should focus on; identifying and eliminating customer friction, having a solid problem-resolution system in place, and encouraging and measuring customer engagement outside of the purchase cycle. We also touch on the importance of involving frontline staff in the design of customer experience programs and how to avoid the common problem of projects having a slow death after the initial excitement. Overall, today’s episode provides valuable insights on how to improve customer experiences and drive revenue growth. Key Takeaways Timestamps [00:04:25] "Boosting Business Revenue Through Customer Retention" [00:10:30] "Traditional Surveys Are Losing Favor Among Customers" [00:18:31] "Involving Frontline in Customer Experience Programs" [00:22:33] "AI not yet a threat to Frontline jobs" [00:28:12] 2023 Predictions: More Digital, Value & Adaptability [00:34:07] "Fundamental Business Growth Strategy: Moving Beyond Technology" [00:39:24] "CX Stash: Your One-Stop Shop for CX Tech" Quotes Connect with Paula Linkedin - https://www.linkedin.com/in/paula-courtney-3b23861/ Website - https://verdegroup.com/

Nicky Billou is a thought leader who believes in the greatness of the human soul and loves in people’s hearts. He acknowledges that entrepreneurs are society's greatest heroes because they have big hearts and big visions to make a difference for fellow men and women. In my interview with him, Nicky shares insights on the concept of "passionate sharing" and the importance of having a purpose beyond money in business. He shares stories of successful people and highlights their common traits such as; investing in continuous learning, prioritizing reading, and focusing on solving problems for people. We also explore the difference between being an expert and a thought leader, and the value of charging appropriately for your services. Tune in to learn how to take your business to the next level and become a successful thought leader. Key Takeaways Timestamps [00:04:36] "Thought Leadership: How to Become a Rare Gem" [00:07:17] "From Expert to Thought Leader: Why it Matters" [00:17:11] "Transform Your Business with These Affordable Secrets" [00:18:46] "Charge Your Worth: How Pricing Impacts Results" [00:23:45] "Get Your Sexy Back: The Power of Messaging" [00:28:11] "Seven Common Habits of Ultra-Successful People" [00:31:39] "Commit and Get Resourceful: Keys to Success" [00:32:46] "12 Characteristics of Successful & Humble Entrepreneurs" [00:34:49] "Easily Connect with Nicky for Change" Quotes Connect with Nicky Linkedin - https://www.linkedin.com/in/nickybillou/ Website - https://www.ecircleacademy.com/ Instagram - https://www.instagram.com/nickybillou/ Book a free appointment - https://www.ecircleacademy.com/appointment

Mike Wittenstein founded Storyminers in 2002, serving corporate, medium-size, and start-up organizations. His first professional CX experience was to guide the CX design for McDonald’s digital drive-thru in 1999 while eVisionary at IBM. He earned the 31st CCXP designation and has helped hundreds of companies advance their CX initiatives and increase their ability to deliver value for clients. A serial innovator, Mike has figured out methods and techniques to embed the power of CX stories into operations and cultures. His clients have created over $2 billion in value by applying them. He has worked extensively in Europe and the Americas and speaks English, Portuguese, Spanish, and (a little) Russian. Mike’s favorite work is using CX to figure out the future. He believes that customer experience is the perfect tool for businesses to create a meaningful connection with their customers and that brands cannot succeed unless they keep their promises. He has helped many businesses to pivot and adjust their strategies, during tough times like the COVID pandemic or geopolitical unrest, by leveraging the power of their stories and creating meaningful customer experiences. In this episode, Mike and I delve into finding the essence of a story for branding by knowing who you are and improving observation skills with mystery shops. Mike shares his experience in prototyping technology and optimizing the checkout experience. Key Takeaways Timestamps [00:02:41] "Finding the essence of a story" [00:06:48] "Aligning Customer Needs with Honest Communication Strategies" [00:12:43] "Building Rapport & Solving Business Misalignment Challenges" [00:18:32] "Creating a Powerful Future Story for Change" [00:23:14] "Transforming Experiences: 3 Success Stories" [00:25:07] "Transitions expands to retail with a new approach" [00:27:27] "Creating a Revolutionary Brand Experience for Glasses" [00:34:25] "Revolutionizing Eyeglass Shopping Experience Through Technology" [00:36:46] "Storytelling Through Customer Experience Analysis" [00:38:41] "Meet Consultant Mike Wittenstein: The Expert Guide" Quotes Connect with Mike Website - https://storyminers.com/ LinkedIn - https://www.linkedin.com/in/mikewittenstein/ Email - mike@storyminers.com Phone - 404 229 5809 Twitter - https://twitter.com/mikewittenstein?lang=en

Victoria Pelletier is a highly successful executive with a compelling story of achievement in the corporate world. In her interview on The Science of CX Podcast, she shares her insights on the changing landscape of workforces and the impact of AI. Victoria is recognized across North America as a dynamic, captivating keynote speaker, published author, and dynamic executive. Her story of overcoming unspeakable odds to live a life of no excuses is both moving and incredibly inspiring. She draws from her 20+ years in corporate senior leadership at companies like IBM and American Express to deliver engaging, inspiring keynotes to audiences across North America. With her impressive rise to the top of companies early in her career, Victoria offers valuable lessons on leadership and personal and corporate branding. Her experience is a great resource for anyone looking to navigate the future of work and succeed in their professional life. In this episode, she shares key lessons from her personal branding experiences and advises listeners on essential traits of successful leadership, namely; relevance, resilience, and transparency. We also discuss the importance of building trusted relationships with clients and understanding the B2B landscape, as well as the HR role becoming more strategic in terms of skills development and diversity and inclusion. Listen to this episode to learn from Victoria's journey and gain insights into modern leadership practices. Key Takeaways - Introduction: focusing on a different approach to leadership - Victoria Pelletier's background in corporate leadership - Overcoming adversity in youth - Advancement through work ethic and skills - Lessons learned: staying relevant, building a strong personal brand, and resilience - The importance of transparency and relationship building in business - Why it’s important to avoid a political culture of empire building - The need for adaptation and using our brains - Victoria shares a personal branding exercise and suggests resources you can use for this - Successful relationship building - Managing change and transformation - How poor communication and management lead to failure - The hybrid model of remote and in-office work - Connection to purpose and alignment with values - Strategic hr role in skills development and planning - The importance of diversity and inclusion - Productivity and culture in the workplace - The need for education and focus on clear deliverables - Compensation based on experience and productivity - Implementing policies and procedures that prioritize engagement and productivity - Victoria Pelletier's achievements and inspirational speaking career Quotes Connect with Victoria Website - https://victoria-pelletier.com/ LinkedIn - https://www.linkedin.com/in/victoriapelletier/ Twitter - https://twitter.com/PelletierV29

Rick Elmore is an entrepreneur, sales, and marketing expert. As the Founder and CEO of Simply Noted, Rick developed a proprietary technology that puts real pen and ink to paper to scale handwritten communication, helping businesses of all industries scale this unique marketing platform to stand out from their competition and build meaningful relationships with clients, customers, and employees. Founded in 2018 and based in Tempe, Arizona, Simply Noted has grown into a thriving company with clients of various sizes across the country including in hospitality, real estate, insurance, nonprofit, franchise, B2B, and others. Rick has served as the company’s CEO since its founding, for more than four years, and has over a decade of sales and marketing industry experience. In his own words, Rick helps businesses of all industries to stand out from their competition & build meaningful relationships by using unique marketing platforms. Key Takeaways Connect with Rick Website - https://simplynoted.com/ LinkedIn - https://www.linkedin.com/in/rick-elmore Twitter - https://twitter.com/RickyElmore44

David Fradin has trained thousands of managers throughout the world. He infuses his workshops with insights and experiences gained as a product leader at companies like Apple & HP. He was classically trained as an HP Product Manager and was then recruited by Apple to bring the first hard disk drive on a PC to market. As a result of his leadership & management skills, Apple promoted David first to Apple Group Product Manager & later Business Unit Manager at the same organizational level at the same time as Steve Jobs. Based upon his over five decades of experience, David is the author of the Wiley Book "Successful Product Design and Management Toolkit", "Building Insanely Great Products" and "Organizing and Managing Insanely Great Products" all available on Amazon worldwide. Over the years, David has been responsible for 75+ products representing over $250M in revenue. In addition to all these, he is also a Distinguished Professor of Practice and Advisor in Product Management Programs. Key Takeaways Connect with David Website - https://spicecatalyst.com/ LinkedIn - https://www.linkedin.com/in/davidfradin/ Twitter - https://twitter.com/DavidFradin1

Brian Gregory is the Founder and ceo of Admanity.com and creator of the breakthrough algorithm behind the admanity®protocol. He is also a former 20-year publisher of large, citywide magazines in the Phoenix market as well as an expert in direct selling. Admanity is the first company to create an online test and predictive emotional algorithm to determine the best emotional advertising strategy for any business, in any niche. The simple Admanity test isolates one of 15 emotional archetypes best suited for the business is the only algorithm that can identify a company’s emotional archetype and then identify its ideal advertising strategies, tactics, formulas, and even copywriting tactics. It gives agency-level recommendations that the brand can use for years. In addition to creating Admanity algorithm for The Admanity Protocol, he has written over 2,000 pages of Admanity curriculum and training materials, as well as being the author of the book “Sheep Don’t Eat Complicated Grass!” Brian is an expert in emotional marketing and advertising tactics and is a skilled, entertaining speaker and podcast guest. Key Takeaways Connect with Brian Website - https://admanity.com/ Facebook - https://www.facebook.com/theadmanity LinkedIn - https://www.linkedin.com/in/briangregoryadmanity Instagram - https://www.instagram.com/the_admanity/ Sheep Book - https://sheepdonteatcomplicatedgrass.com/wp-content/uploads/2017/07/Sheep-Book-Sales-Letter-FINAL-July-2017.pdf

Tyler Horsley, Founder and CEO of Nuclear Networking has worked in technology and performance marketing for 13 years. He spent his first career before building Nuclear Networking working in service and federal intelligence at DHS, IRS, and a federal military contracting firm. Tyler founded Nuclear Networking in 2010. He studies the landscape and positioned Nuclear Networking as a niche performance and deliverable-based marketing firm focused solely on growing his client’s businesses. He brought many former business owners on board to build an elite firm with unmatched business acumen that would allow Nuclear Networking to successfully serve investors in private equity, portfolio management, and more. SEO, live analytics reporting, and Digital advertising strategy is their core competencies. Key Takeaways Connect with Tyler Website - https://www.nuclearnetworking.com/ LinkedIn - https://www.linkedin.com/in/mrtylerhorsley/ Twitter - https://twitter.com/MrTylerHorsley

Vinnie Potestivo is an Emmy Award-winning media advisor with a 25 years track record of guiding personal brands and founder-led businesses to new heights through strategic content distribution, brand visibility, and media reach. As an advocate for independent creators, he hosts "I Have A Podcast®" and serves as the editor-in-chief of ihaveapodcast.com, a premier destination for indie podcasters looking to advance their careers. He also shares valuable creator economy business strategies, insights, and experiences with co-host Judi Fox on "Let's Talk Social Audio." As a television network executive at MTV Networks (98-07) he discovered talent & developing new ways to support their goals. Pioneering how brands and business owners could contribute to their public narrative, he helped them become hosts, stars, and producers of their own tv series. Early hits include Punk’d, The Osbournes, Wild 'N Out, TRL, 8th & Ocean, Laguna Beach, & The Challenge. Talent brands he helped launch include Mandy Moore, Nick Cannon, Lindsay Lohan, Ashlee Simpson, Kelly & Jack Osbourne and so many more. Since then, he and his team at VPE.tv have continued to be well-trusted connectors who develop and distribute original content across all media platforms. Especially podcasts! Key Takeaways Connect with Vinnie Website - https://vpetalent.com/ Facebook - https://www.facebook.com/VPEtalent LinkedIn - https://www.linkedin.com/in/vinniepotestivo/ Twitter - https://twitter.com/vinniepotestivo Instagram - https://www.instagram.com/vinniepotestivo/ YouTube - https://www.youtube.com/vpetv

Dan is Guidde's co-founder and an entrepreneur having walked the path as a founder and operator at multiple startups and large corporations over his 20-year career. Prior to Guidde, Dan served as the VP of Product and first business hire at Upstream Security, a venture-backed and leading automotive cloud cybersecurity solution provider. Before Upstream, Dan was Co-founder and VP of Marketing for Qwilt, a venture-backed startup, from inception to becoming the market leader in Edge Content Delivery with eight-digit annual revenues. Earlier in his career, Dan held a variety of product and marketing roles in leading vendors such as Crescendo Networks (acquired by F5 Networks), Juniper Networks, and Kagoor Networks (acquired by Juniper) as well as engineering management positions at Kagoor Networks and Seabridge (Nokia Siemens Networks). Dan holds a Bachelor's degree in Computer Science and Business from Tel Aviv University Magna Cum Laude and an MBA (Marketing) from the Leon Recanati School at Tel Aviv University. Key Takeaways Connect with Dan Website - https://www.guidde.com/ LinkedIn - https://www.linkedin.com/in/dansahar/ Email - dan@guidde.co

Rob is a seasoned software developer and technology professional. His background includes over 30 years of design, development, and solution creation. In the past, Rob's roles have included staff developer, director of development, and architect administrator. He received his MBA (with a concentration in e-Business) at the University of Phoenix and also holds a BS in Computer Science from the Rose-Hulman Institute of Technology. Rob has written and published a semi-biographical book, e-books, and a book on software development careers. He is also a podcaster and a regular contributor to the blog titled Develpreneur. Key Takeaways Connect with Rob Website - https://rb-sns.com/ LinkedIn - https://www.linkedin.com/in/robbroadhead/ Twitter - https://twitter.com/rbcposts Schedule a free call - https://calendly.com/rob-interview/1-hour-discussion

John Livesay, aka The Pitch Whisperer, is an incredible keynote speaker. His TEDx talk: "Be The Lifeguard of Your Own Life" has over 1,000,000 views and was featured on Larry King’s Show. He prides himself in having the innate ability to motivate companies’ sales teams to turn mundane case studies into compelling case stories so they win more new business. From John’s award-winning career at Conde Nast, he shares with us today the lessons he learned. John is the Best-selling author of the book Better Selling Through Storytelling, he’s the creator of the online course "Revenue Rockstar Mastery.", and the host of his own Podcast “The Successful Pitch” which is heard in over 60 countries. John also has a new book, The Sale Is in the Tale, which is a business fable set in Austin, TX, and is about a sales representative whose old ways of selling are not working anymore. Key Takeaways Connect with John Website - https://johnlivesay.com/ Linkedin - https://www.linkedin.com/in/jlivesay/ Twitter - https://twitter.com/John_Livesay Book on Amazon - https://www.amazon.com/Sale-Tale-John-Livesay/dp/B09R3GF5MT Free chapter of ‘The Sale is in the Tale” - Text pitch to 66866

Amanda Ono has spent her career learning to maximize a company's most valuable investment — its people. Boasting over 20 years of international experience in organizational development, HR consulting, and change management, she’s implemented successful talent and leadership initiatives in six countries across four continents. You can currently find her at Resolver, a Kroll business and worldwide leader in defining risk intelligence, making her mark as both VP of Customer Experience and VP of People & Culture. Key Takeaways Connect with Amanda Website - https://www.resolver.com/ LinkedIn - https://www.linkedin.com/in/amandaono/ Twitter - https://twitter.com/amandaono

Soon Yu is an international speaker, award-winning, and best-selling author on branding, innovation, and design. He is also a Forbes contributor who has been featured in the Wall Street Journal, Washington Post, Entrepreneur Magazine, and New York Times. Soon Yu’s latest book, Friction, asks businesses to consider adding more friction for their customers and employees in order to create greater engagement, meaning, belonging, rapport, assurance, competence, and exclusivity. He is a highly sought-after speaker on leadership, branding, innovation, design, & entrepreneurship, and has taught at the Parsons School of Design and often guest lectures at Stanford University (where he received his MBA and is active with the GSB Asian Alumni Association). Key Takeaways Connect with Soon Yu Website - http://www.soonyu.com/ LinkedIn - https://www.linkedin.com/in/soonspeaks/ Twitter - https://twitter.com/SoonSpeaks YouTube - https://www.youtube.com/channel/UCa5EzORu3rSSdh6egGHRecg

Jen is referred to as the leading expert in creating world-class teams. She works with high-achieving leaders and entrepreneurs who are stuck at 6-figures and want to reach 7-figures per year. Through her masterminds and private mentorship, Jen dramatically improves her leadership skills to build powerful teams that enable multiplied results in record time, while designing a balanced and exciting personal life. Jen is the author of numerous Amazon #1 best-selling books, the host of two (2) top-ranking podcasts, and the Producer and Host of her own TV Show – Tell Me I Can’t – reaching over 350 million homes monthly. As a Leadership Advisor and Mentor, she is relied on by top brands and companies to assist with her proprietary techniques to create powerful teams, Align Priorities and Time Management, Accelerate Business Relationships, Rapidly Scale-up systems, Increase Sales, Systematize Leadership and Management, all while helping leaders create a life of Luxury. Key Takeaways Connect with Jen Linkedin - https://www.linkedin.com/in/jenduplessis/ Website - https://www.jenduplessis.com/ Email - jen@jenduplessis.com

Bill Price was Amazon’s first global vice president of customer service and is the founder and president of Driva Solutions, a consultancy dedicated to creating highly effective customer contact strategies and operations. He has more than 35 years of experience advising and directing major operations in more than 160 leading companies. Bill is also the co-author of The Best Service is No Service and Your Customer Rules! A book that sheds light on how frictionless organizations cut costs, grow revenue and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons. Price is a frequent keynote speaker, graduate school instructor in marketing and global business management, Board member, and Advisor to CustomerThink with more than 50 posts. He graduated from Dartmouth College and the Stanford Graduate School of Business and lives with his wife Lori in Bellevue, Washington. Listen to today’s interview with Bill, and find out how you too can remove friction for any business from start-ups to major multinational corporations, and deliver great customer experiences with less effort. Key Takeaways Connect with Bill Website (Company) - http://www.drivasolutions.com/ Website (book) - https://www.frictionlessorg.com/ LinkedIn - https://www.linkedin.com/in/bill-price-drivasolutions/ Email - bill@drivasolutions.com Phone - 206-321-0841

Shane Mahoney is the founder and CEO of Lugos Travel - a travel agency built around exceptional service, knowledge, style, and sophistication. Shane started Lugos Travel to pursue his passion for interesting vacations. He felt that people were complacent about their vacations, and often opted for cruising and all-inclusive vacations because they offered little hassle, and almost no planning. Who has the time to plan an amazing vacation in a foreign land after all? That's when Lugos Travel was born. Shane and his team specialize in getting to know their clients and offer experiences that make sense from an individual and budget standpoint. Each trip is tailored, with surprises included along the way, so their clients come home feeling refreshed. The goal at Lugos Travel is to always ensure that the company’s clients don't have to worry about quality, planning, logistics, or anything else - just settle down, enjoy the scenery and be a traveler, not a tourist. Key Takeaways Connect with Shane Website (Personal)- https://shanemahoney360.com/ Website (Company) - https://lugostravel.com/ LinkedIn - https://www.linkedin.com/in/shane-mahoney-lakeland/ Twitter - https://twitter.com/LugosTravel

Jamie Barlett founded PolyPay in 2013 to provide businesses with a partner who offers them honesty, transparency, customer support, and savings for merchant processing. She draws on her experience in consulting, finance, HR, technology, and leadership development every day at PolyPay. She is originally from Bloomfield Hills, Michigan, and attended Wellesley College earning a degree in English and Economics. She also received an MBA from Pepperdine University. Jamie loves interacting with customers and learning more about how they started their businesses and what is important to them. She lives in Arroyo Grande, California, and Columbus, Ohio with her fifteen-year-old rescued Silky Terrier Spike. Key Takeaways Connect with Jamie Website - https://polypay.com/ LinkedIn - https://www.linkedin.com/in/jamie-barlett-0b8a4116/ Instagram - https://www.instagram.com/polypayprocessing/ Phone - 8055922700