Fast Leader Show | The Show for the Customer-centric Leader-logo

Fast Leader Show | The Show for the Customer-centric Leader

Business

Become the leader everyone wants to follow, including your customers. Meet some of the world's brightest minds with customer-centric leadership authority Jim Rembach to uncover thought-provoking dynamic strategies to engage employees and customers. Jim is the developer of Call Center Coach and Editor in Chief of CX Global Media. The Fast Leader Show impacts thousands of people each week by unlocking the power in guests' perspectives, expertise, and experiences. The show explores how businesses can create dynamic customer experience strategies, improve employee engagement, and develop more human-centric leaders with practical advice that you can use immediately. Today’s customers want dynamic customer experiences, and doing so requires improving your creativity and within your organization. Learn how to move onward and upward faster and join in the Hump Day Hoedown.

Become the leader everyone wants to follow, including your customers. Meet some of the world's brightest minds with customer-centric leadership authority Jim Rembach to uncover thought-provoking dynamic strategies to engage employees and customers. Jim is the developer of Call Center Coach and Editor in Chief of CX Global Media. The Fast Leader Show impacts thousands of people each week by unlocking the power in guests' perspectives, expertise, and experiences. The show explores how businesses can create dynamic customer experience strategies, improve employee engagement, and develop more human-centric leaders with practical advice that you can use immediately. Today’s customers want dynamic customer experiences, and doing so requires improving your creativity and within your organization. Learn how to move onward and upward faster and join in the Hump Day Hoedown.

Location:

Greensboro, NC

Description:

Become the leader everyone wants to follow, including your customers. Meet some of the world's brightest minds with customer-centric leadership authority Jim Rembach to uncover thought-provoking dynamic strategies to engage employees and customers. Jim is the developer of Call Center Coach and Editor in Chief of CX Global Media. The Fast Leader Show impacts thousands of people each week by unlocking the power in guests' perspectives, expertise, and experiences. The show explores how businesses can create dynamic customer experience strategies, improve employee engagement, and develop more human-centric leaders with practical advice that you can use immediately. Today’s customers want dynamic customer experiences, and doing so requires improving your creativity and within your organization. Learn how to move onward and upward faster and join in the Hump Day Hoedown.

Language:

English

Episodes

332: Darja Gutnick - Bite-Size Learning for First-Time Leaders

5/4/2022
Media consumption preferences have changed over the past few years. People want to consume information faster on their own terms. Traditional learning programs and long-form content is being replaced with quick, bite-sized information. With the next generation of leaders on the rise, equipping and enabling first-time leaders has become a challenge. The wisdom to lead is buried in the minds of experienced leaders. The knowledge is hidden in books and scientific papers. With first-time...

Duration:00:23:00

331: Donato Tramuto - Compassionate Leadership: How To Lead With Compassion

4/6/2022
Leadership is a process by which a person influences others to achieve a common goal. Compassionate leadership is the type of leadership that takes into account the feelings and emotions of others. It is based on the idea that if we can understand and feel what others are feeling, then we can better lead them. Compassion is a feeling of love or sympathy for others. We can show compassion towards others by doing things like being understanding and nonjudgmental, listening attentively,...

Duration:00:42:49

330: Mark Briggs - Work-Life Balance Lies and Secrets for Today

2/2/2022
Change is the only thing constant in the world. No matter what you do, change is inevitable. It can happen externally – out of your control – but it can also happen internally – within your control. But no matter what form change may take place, the question is, what are you going to do about it? Will you remain stagnant or will you take the opportunity to allow change to make you better? Remember, progress is optional. With the change brought about by the pandemic, the majority of people...

Duration:00:39:28

329: Richard Medcalf - 4 Shifts You Need to Make In Order to Break Through the Ceiling of Complexity

1/5/2022
We live in a world of infinity. We have an infinite amount of things we can do at any one moment. As responsible individuals, we try to take care of all the opportunities and requests that come our way. Try as we might, there is a point where there are no more hours in the day and we just hit this ceiling of complexity. What do you do when you can’t go any further when you can’t go any faster? Do you just spend your life jammed up against this ceiling of complexity? In this episode, Richard...

Duration:00:46:37

328: David Wood - How to Address the Mice in the Room and Deal with the Subtle Things in Life

12/1/2021
We've heard the saying, "let's address the elephant in the room." These large, significant things that we deliberately ignore, but must be addressed. We certainly give importance to them because they are, of course, significant. However, there are certain things in life that are smaller, more insignificant, and more subtle that we sometimes don't notice or just deliberately ignore. We think they won't make a huge difference in our lives, and little do we know that those small things add up...

Duration:00:46:05

327: Dan Gingiss - How to Create Remarkable Customer Experience Your Customers Can’t Wait to Share

11/3/2021
Are you struggling to meet your revenue goals? Are you trying so hard to sell your products and services? Chances are, you’re pouring more time, money, and effort into sales and marketing. And although it’s not necessarily wrong, it doesn’t have to be that hard - there is an easier and better way. Instead of focusing on acquiring new customers focus on retaining your current ones and delivering a remarkable customer experience. And your leadership is important in creating really wonderful...

Duration:00:41:51

326: Wayne Washington - Company Alignment: How to Bring Your Company's Strategy, Culture, and Operations Together

10/6/2021
Misalignment is one of a company's biggest sicknesses. It constantly drags down results and reduces profitability. Instead of just accepting the symptoms of misalignment, you could have sustained results. All it takes is to align your company's strategy, culture, and operations. The key to success is to change team mindsets, measure team outcomes, and monitor progress. That's all there is to it. In this episode, Wayne Washington shares his experience on how your company can apply these...

Duration:00:41:21

325: Judy Ryan - How To Develop Intrinsic Motivation In The Human System: A Responsibility-Based Framework

9/1/2021
Every human being has the potential to become their best selves. Unfortunately, we live in a world where the control system limits our potential. It is very important for every individual to develop their own internal motivation in order to realize their full potential. In this episode, Judy Ryan shares her responsibility-based approach in the human system where people are intrinsically motivated to develop their true selves and unleash their full potential.

Duration:00:47:07

324: Omar L. Harris - Why is Diversity, Equity, and Inclusion (DEI) Important in the Workplace?

8/4/2021
Diversity, Equity, and Inclusion (DEI). These three words pop up almost everywhere. Every modern workforce has a discussion revolving around these three words, but what exactly is the difference between diversity, equity, and inclusion? What does it mean? If you are an executive leader, you have to understand that the workforce today faces a huge problem with regards to psychological safety, and how a business handles diversity, equity, and inclusion may directly affect its bottom...

Duration:00:43:51

323: Jim Kouzes - Five Exemplary Leadership Practices: How To Be an Exemplary Leader

6/30/2021
What do effective leaders do when they’re at their personal best? Our guest today has done all the research, and he outlines five exemplary leadership practices that leaders display when they’re at their personal best: Model the wayInspire a shared visionChallenge the processEnable others to actEncourage the heart In this episode, Jim Kouzes sheds light on the five exemplary leadership practices and how leaders can use them to overcome the most difficult challenges.

Duration:00:47:37

322: Walt Rakowich - Transformative Influence: How to Build Trust and Lead Others in Today's Climates of Change

6/2/2021
The goal of transformative influence is always to make other people better. However, there is a void in trust in the marketplace today - people no longer trust each other. Employees don’t trust management, employees don't trust the board, and investors don't trust the employees and the board. As a result, transformation is almost impossible. As a leader, if you want to build trust, you need to understand that it’s not about you. It’s about the influence you have on other people. It’s all...

Duration:00:45:10

321: Adam Bryant - The CEO Test: 7 Things to Determine How Well You are Leading Your Companye

5/5/2021
The CEO Test is a list of 7 questions written by Adam Bryant to help you reflect and evaluate yourself in how well you are performing in your current leadership role. Let’s face it, being a top leader is a tough job. There are lots of pressures, challenges, and responsibilities that you carry alone. From time to time, we need to reevaluate ourselves whether we are staying competent and effective in our current roles. Adam Bryant shares the many different challenges that top CEOs face and...

Duration:00:44:10

320: Kent Billingsley - Develop an Entrepreneurial Mindset: How to Think Like a Real Entrepreneur

4/7/2021
You may be running a company right now and you're calling yourself an entrepreneur. That's great, but do you have an entrepreneurial mindset? What's the difference between the two you may ask? Depending on how you think, you might be running a business that simply earns the least possible margins on a transactional basis, or a business that knows how to leverage the true worth or value that its products and services bring to the market. Read on and I'll explain more. Let's start with...

Duration:01:07:38

319: Nick Jankel – Transformational Leadership: Changing the World by Changing Myself

3/3/2021
According to a study by KPMG, 53% of executives do not realize sustainable value from business transformation. I assume the reason for this is that they focus so much on changing the business and the operational model that they forget the one thing they can change - self. If you want to see a breakthrough happen in your business, then you must change within and not force it on others. Transformational leadership is all about changing yourself and inspiring others to change. Customers are...

Duration:00:50:31

318: Jonathan Raymond – People Leadership: How the Employee Experience Impacts the Customer Experience

2/24/2021
We have all heard the maxim, “The customer is always right.” Top companies like Amazon lays the foundation of their success on customer-centricity and customer-focus. We believe that a happy customer is the heart of any organization. But how do you make them feel valued? Most of the time, it relies on your people leadership – your employee experience. According to a report by Gallup, a global analytics firm, engaged workers have significantly higher productivity, profitability, and customer...

Duration:00:51:21

317: Cheryl China – 9 Pieces of Career Advice Wisdom for Leaders and CX Professionals

2/17/2021
With most of our audience working in the customer experience industry, I asked Cheryl China some of her best tips and advice for leaving behind an unforgettable legacy in CX and how to be happier and more successful in the workplace. Some leaders have been working in the customer experience industry for years and have not left a positive legacy to their team members and employees. They leave behind negative thoughts and memories and retire miserable and unhappy. I understand that work can...

Duration:00:41:13

316: Glenn Parker – How to Become a Positive Influence Leader and Inspire Others in CX

2/10/2021
There is no doubt that a successful organization runs on inspired and positive people. As a leader, it is your job to make sure your team members are inspired and that you are a positive influence to them. Team members that are positive can serve customers better and create a more wonderful customer experience. In this episode of the Fast Leader Show, Glenn Parker shows us how you can have that positive influence on others. Positive influence leaders see the good in someone else. They help...

Duration:00:47:22

315: Edward Marshall – What is Collaborative Leadership and How to Apply it in Customer Experience?

2/3/2021
Have you ever wondered why geese fly in a V-formation? Scientists gives us two explanations, and we can actually learn a lot important collaborative leadership lessons from them! First, it's about energy conservation. Each geese fly just a little bit above the bird in front of him in order to reduce wind resistance. They each take turns being in front and fall back whenever they get tired. This allows them to fly longer distances without stopping to rest. The second is that it allows them...

Duration:00:46:52

314: Dr. David Arrington – Why Leadership is Important in Creating Really Wonderful Customer Experience

1/27/2021
They may not be in the frontlines talking directly with the customers, but a leader's influence to the team impacts the way an agent performs and how they deliver the customer experience, which is why leadership is important. According to Dr. David Arrington, "Everything a leader does impacts the organization. It all trickles down. If you have solid leadership at the top and set those priorities that the customer is important from that perspective, people from that organization will follow...

Duration:00:40:58

313: Jeff Harry – Playing at Work (Enhancing CX with Play)

1/20/2021
Playing at work have been traditionally unacceptable in the workplace. As adults, we think playing is childish and working meant being serious all the time. However, based on what we see from top performing companies in the world today, play has been an important aspect in their success. Play has led to innovation of products like Gmail, Google Meet, and many others. So, if you are a call center executive or have a call center business, should you allow or encourage playing at work? Does...

Duration:00:45:25

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