Customers First Podcast

Join us on this episode of the Customers First Podcast where host Tacey Atkinson welcomes leadership coach and Keystone Pharmacy Insights founder, Jesse McCullough, for a deep dive into the world of leadership and its profound impact on customer service and team dynamics. With a blend of personal anecdotes and actionable insights, Jesse shares his journey from pharmacist to leadership maestro, underscoring the importance of intentional leadership and the art and science behind it. He emphasizes the importance of leadership in various aspects of life, from work to personal relationships. He discusses the forbidden phrase of leadership, emphasizing the shift from saying "Our people won't do this" to "I haven't led our people to do this yet." Jesse explains the directional leadership framework, focusing on leading oneself first, then leading up, across, and down. He shares a touching story of impacting his team, leading to their personal growth and how everyone deserves to be led well. Jesse encourages listeners that they are capable of doing hard things and that hard things are what shape and develop us. Finally, Jesse expresses his passion for studying leadership principles and his goal of impacting a thousand pharmacists to become stronger leaders in the coming year. Tune in for an enlightening conversation that promises to transform your approach to leadership and customer-centricity. Timestamps: 1:51: The Journey into Leadership Passion 5:33: Discovering Learnable Leadership Skills 10:10: Leadership: Art and Science Blend 17:58: The Forbidden Phrase of Leadership 23:23: Importance of Modeling Behaviors 34:24: Current Passion: Studying Leadership Jesse's Contact Information: LinkedIn: jessewmccullough Facebook Group: kpipharmacy Tacey's Contact Information: Website: www.taceyatkinson.com Social Media: @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!

On this episode of the Customers First Podcast, we had a fascinating conversation with Sheena Russell, the founder and CEO of Made With Local. She shared her journey of creating a company focused on producing delicious and nourishing foods made from locally sourced ingredients. Sheena's childhood in a food-focused and environmentally conscious family set the foundation for her passion for creating impact through her business. Starting with selling snack bars at farmer's markets, Sheena's company has now grown to retailers across Canada and into the U.S. Sheena emphasized the importance of building a community around the brand and being transparent and vulnerable in storytelling to connect with customers. Made With Local is a B Corp Certified company that follows ethical and environmental practices in its operations. She discussed the significance of trust and transparency in building a successful brand. The conversation delved into the decision-making process of sunsetting products, the inspiration behind launching granola bar mixes, and the innovative approach of showcasing seasonal ingredients in their products. Sheena also shared the adventurous story of delivering their products to the Cannes Lions Festival in France after a series of unexpected challenges. Timestamps: 6:02: Building a Community Brand 15:58: Tough Decisions and Sunsetting Products 22:53: Launching Granola Bar Mixes 27:25: Cannes Film Festival Adventure 33:40: Shaping Moments Sheena's Contact Information: Website: https://www.madewithlocal.com Social Media: @MadeWithLocal Tacey's Contact Information: Website: www.taceyatkinson.com Social Media: @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!

On today's episode of the Customer's First Podcast, we were joined by Dave Seaton, the CEO and principal consultant at Seaton CX. Dave shared his journey into customer experience management, highlighting his success in reducing churn and winning awards. He discussed the importance of customer journey mapping and unveiled his proprietary Dharma method, which consists of five steps: Define, Analyze, Research, Map, and Act. We delved into the differences between journey mapping and process mapping, emphasizing the need for customer insights and aligning mapping projects with strategic goals. Dave stressed the significance of including customer personas, goals, actions, thoughts, emotions, and moments in journey maps to tell a compelling customer story. He also touched on additional elements like friction points, quantitative data, and opportunities for improvement. Moreover, Dave shared three common reasons for customer journey map failures: lack of customer insight, misalignment with strategic plans, and lack of actionable insights. Timestamps: 11:52: Importance of Customer Insights 14:44: Elements of Journey Maps 20:15: Additional Considerations for Journey Maps 24:43: Reasons for Journey Map Failures Dave's Contact Information: Website: https://www.seatoncx.com LinkedIn: @daveseaton Tacey's Contact Information: Website: www.taceyatkinson.com Social Media: @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!

In this episode, Tacey is joined by the Founder of Dignity Leadership Consulting & Author of "You're Doing It Wrong, Stop Managing & Start Leading," Rich Levene. Rich discusses his journey from being a high producer to learning what true leadership is through his master's program. He emphasizes the importance of trust, hope, humility, and empathy in leadership and how building a culture of leadership within a business involves everyone, not just those in formal leadership roles. Tune in to hear more about Rich's rich insights and experiences in leadership and personal growth! Timestamps: 3:17: The Importance of Doing It Right 5:56: Leader vs. Manager Distinction 6:36: Leading People, Managing Things 9:48: Collaboration vs. Cooperation 10:05: Fostering a Collaborative Culture 17:26: Addressing Authoritarian Leadership 19:07: Creating a Culture of Leadership Rich's Contact Information: Website: www.richardlevene.com Instagram: @dignityleadership LinkedIn: @richlevene Link to Book: You're Doing It Wrong Tacey's Contact Information: Website and Social Media Links: www.taceyatkinson.com @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!

In this episode, Kat Newport, an author, trainer and founder of Oculus, Inc., discusses her journey into conflict resolution and leadership evolution. She explains the importance of managing conflict and how it led her to write her book, "Smart Conflict." Kat emphasizes the significance of conflict resolution in maintaining positive relationships and fostering innovation within organizations. She delves into the connection between leadership skills, conflict resolution, and organizational growth potential, highlighting the need for training employees in conflict management. Kat shares common challenges people face in navigating conflicts and provides tips for proactive conflict prevention within and outside organizations. Kat introduces the SMART conflict resolution strategy into five key components: Situation, Measure, Agenda, Relationship, and Time and Place. She emphasizes the importance of understanding the situation, managing emotions, setting agendas, focusing on relationships, and choosing the right time and place for conflict resolution. Furthermore, Kat shares insights on handling conflicts at the moment when emotions are high, emphasizing the importance of addressing issues promptly to avoid escalation. She stresses the significance of empathetic leadership and creating a safe and inclusive work environment where emotions are acknowledged and valued. Timestamps: 4:36: Conflict in Customer-Centric Perspective 6:05: Leadership Skills and Conflict Resolution 8:13: Common Challenges in Conflict Navigation 10:26: Strategy for Smart Conflict Solutions 16:14: Handling Conflict in the Moment 18:52: Importance of Empathetic Leadership Kat's Contact Information: Website: https://www.smartconflictbook.com LinkedIn: @kat-newport Instagram: @kat_newport Smart Conflict Book Link Tacey's Contact Information: Website and Social Media Links: www.taceyatkinson.com 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!

In this episode of the Customers First Podcast, Tacey Atkinson hosts Neal Woodson, a teacher, coach, author, and speaker dedicated to putting people first in business. Neal believes workplaces and customer spaces should focus on helping people succeed. With decades of experience in various industries, Neal has written over 500 blog posts and two books, including his latest release, Giving a $#!+: How A Willingness to Be Inconvenienced Can Transform Your Business, Work, and Life. In this book, he provides readers with a plan for making businesses more human. Neal talks about the inspiration behind his book, "Giving a S#!+," which stemmed from a conversation on a golf course about the importance of caring for others in customer-facing roles and within the organization. He delves into compassion and how it impacts individuals and businesses. Neal cites research and examples to support his claim that businesses must embody a compassionate enterprise. Neal emphasizes the significance of warmth and competence in human interactions and how businesses must effectively focus on both to build strong relationships with customers and colleagues. He also outlines strategies for instilling a service-first mindset within individuals and organizations. He highlights the importance of aligning to a service-focused message, leading by example, encouraging others, and infusing care into all delivery systems to create a culture centred on service and compassion. Timestamps: 04:25: The Story Behind "Giving a Shit" 06:18: Impact of Noticing and Compassion 11:18: The Importance of Delivery and Interaction 16:25: Setting the Stage for Change 25:39: Turning It Around Neal's Contact Information Website: https://nealwoodson.net/ LinkedIn & Instagram: @nealwoodson Link to Book: https://nealwoodson.net/gas/ Tacey's Contact Information: Website and Social Media Links: www.taceyatkinson.com 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!

Episode 92 Revisited as The #1 Shared & Discussed of 2023 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. Timestamps: 05:29: Defining Customer-Centric Culture 09:01: Customer Experience vs. Employee Experience 12:59: Building a Customer-Centric Organization: Foundational Elements 19:30: The Importance of Customer Understanding 22:10: Free Assessment for Assessing Customer-Centric Culture 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: www.taceyatkinson.com 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 today's episode of the Customer's First Podcast, Tacey's guest is Pete Mohr, who shared his journey in entrepreneurship for over 30 years. Pete owns two footwear stores in Ontario (Shoetopia) and his Simplifying Entrepreneurship coaching business. He's implementing the tools and frameworks he speaks to within his own businesses—it's not just theory! Pete emphasized the importance of having a well-defined promise, aligning processes to the promise, and empowering employees to make decisions based on the promise. He discussed the significance of effective communication, process management, and accountability in business growth. Pete also shared personal experiences, including using business structures to spend valuable time with his parents before they passed away. The conversation highlighted the need for continuous improvement in communication and processes in business to align with personal goals and create a better work-life balance. Timestamps: 0:06:02 The Five Ps of Business 0:08:53 Differentiating Promise from Vision and Mission 0:13:08 Developing and Communicating the Promise 0:18:50 Importance of Communication in Business 0:22:51 The Three Keys to Freedom: CPA 0:26:18 Align It, Assign It Framework 0:28:14 Moving from Operator to Owner: 10 Laws Pete's Contact Information: Website: https://simplifyingentrepreneurship.com LinkedIn: @petermohr 10 Laws for Moving from Operator to Owner https://simplifyingentrepreneurship.com/laws/ The Assign It accountability worksheet https://simplifyingentrepreneurship.com/4as/ Tacey's Contact Information: Website: https:www.taceyatkinson.com All of Tacey's social media profiles are linked there and here: 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, Create the Magic!

In this episode of the Customer's First Podcast, host Tacey Atkinson interviews Laurie Barkman, a business transition and acquisition expert. As a mergers and acquisitions advisor, Laurie provides a structured process for business owners to plan successful company transitions. Laurie is the author of "The Business Transition Handbook: How to Avoid Succession Pitfalls and Create Valuable Exit Options." This book demystifies the often overwhelming exit process, guiding business owners to consider leaving their ventures or beginning to think about their next steps. Laurie discusses the significance of succession planning and how it can positively impact stakeholders. Laurie highlights the need to plan for an exit in advance and stresses the importance of building value in a company through strategic planning and reducing owner dependencies. The conversation also delves into business owners' challenges in implementing succession plans, such as time constraints and the emotional aspects of letting go. Laurie explains how succession planning can add value to customer-centric companies by creating alignment, preparing for leadership transitions, and attracting potential buyers. She emphasizes the benefits of proactive planning and aligning with the company's vision for the future. Timestamps: 0:11:14 The Importance of Exit Planning 0:20:05 Factors Affecting Business Value 0:33:50 Final Thoughts and Challenge Laurie's Contact Information: Website: https://thebusinesstransitionsherpa.com Book: BusinessTransitionHandbook Social Media Profiles: @lauriebarkman Tacey's Contact Information: Website: https:www.taceyatkinson.com All of Tacey's social media profiles are linked there and here: 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, Create the Magic!

Unlocking the Magic of Leadership with special guest Summer Jelinek Joining Tacey on the Customer's First Podcast is Summer Jelinek, a leadership expert and professional speaker who shares her journey and insights into effective leadership. She shares how her passion for leadership began on the playground, leading her to work at Walt Disney World and develop a program to help others find their unique leadership magic. Summer highlights the importance of understanding and managing oneself first as a leader, aligning with the organization's purpose, galvanizing employees, inspiring oneself and others, and controlling chaos. She introduces her book, "Unlocking the Magic of Leadership: Five Keys to Inspire Yourself, Empower Others, and Drive Extraordinary Results," emphasizing the power of creating moments of magic in leadership. Timestamps: 0:08:41 The MAGIC Program Overview 0:11:08 Manage Yourself First - Self-Management Importance 0:11:14 Align Your Purpose - Connecting Purpose with Team 0:12:43 Galvanize Your Employees - Shock into Action 0:16:47 Inspire Yourself and Others - Importance of Self-Inspiration 0:17:16 Control Your Chaos - Balancing Leadership Strengths 0:18:39 Unlocking the Magic of Leadership - Book Introduction Summer's Contact Information: Website: https://summerjelinek.com The link to the book is here - https://a.co/d/hMIR1dO The link to the free chapter is here - www.unlockingthemagicofleadership.com/myf All social media platforms: @summerjelinek Tacey's Contact Information: Website: https:www.taceyatkinson.com All social media platforms: @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!

Today joining Tacey in the Customer's First Boardroom is Jeanne Collins, an award-winning interior designer and author of "Two Feet In-Lessons from an All in Life," a book chronicling her journey to find inner peace and balance after being fired from her corporate job. Jeanne shares her experiences transitioning from a high-stress corporate job to pursuing her passion for interior design and writing. She emphasizes the importance of self-reflection, defining oneself beyond a job title, and prioritizing life-work balance. Jeanne also discusses the significance of trusting oneself, quieting negative inner dialogue, and leading by example to cultivate a positive organizational culture. Jeanne reveals that becoming a mother was a transformational experience that taught her how to emotionally connect with others, a skill she had to learn later in life and wants to help others learn. Jeanne's plans include launching a lifestyle brand called the House of JerMar. It focuses on helping women and executives improve their lives through interior design, coaching, motivational speaking, and holistic wellness services. Jeanne's emphasis on inner peace, self-improvement, and pursuing passions resonates as she encourages personal growth and well-being in organizations. Throughout the conversation, Jeanne emphasizes the importance of finding inner peace over seeking happiness since one's inner peace can sustain us despite life's ups and downs. She encourages leaders to prioritize self-improvement and continuous learning and foster a culture of well-being and personal growth in organizations. Jeanne's inspiring journey and insights highlight the transformative power of self-discovery, resilience, and pursuing one's passions to create a fulfilling and purpose-driven life. Her story showcases the power of resilience and self-discovery in creating a purpose-driven life. Timestamps: 0:06:49 Importance of Trusting Ourselves 0:09:24 Managing Inner Dialogue 0:11:25 Recognizing Negative Self-Talk 0:13:33 Skills for Personal Growth 0:15:26 Achieving Work-Life Balance Jeanne's Contact Information: Websites: (Book) Two Feet In (Business) https://www.jermardesigns.com Social Media: Facebook Book: https://www.facebook.com/jeanne.collins.ct Facebook Business: https://www.facebook.com/jermardesigns Instagram Book: https://www.instagram.com/jeanne_collins_ct/ Instagram Business: https://www.instagram.com/jermar_designs Tacey's Contact Information: Website: https:www.taceyatkinson.com All of Tacey's social media profiles are linked there and here: 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 Create the Magic!

In this episode of the Customer's First Podcast, we were joined by Heather Penny, a leadership coach and author, to discuss her book "Grace Space: Creating Spaces We Want to Live and Lead In." Heather shared her journey from teaching to coaching and the importance of navigating midlife opportunities with clarity, confidence, and courage. She introduced the seven practices from her book, such as responding vs. reacting, questioning vs. accusing, receptivity vs. defensiveness, and more, emphasizing the power of choice in creating a culture of trust, connection, and grace. The conversation highlighted the significance of intentional relationships, and Heather encouraged listeners to embrace grace-based practices, emphasizing the commitment to continuous growth and positive change. Timestamps: 0:04:40 The Concept of Grace Space 0:07:45 Exploring the Seven Principles 0:15:41 Receptivity vs. Defensiveness 0:21:12 Freedom vs. Control 0:23:36 Trust vs. Fear Heather's Contact Information: Website: www.heatherpenny.com LinkedIn: https://www.linkedin.com/in/heather-penny-ph-d-61840414/ Instagram: @heatherpennyphd Link to Book: Grace Space Tacey's Contact Information: Website: https:www.taceyatkinson.com All of Tacey's social media profiles are linked there and here: 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 Create the Magic!

Join Tacey and her special guest, Kyle McDowell; Kyle is an author, speaker, and leadership coach with nearly three decades of experience leading tens of thousands of employees at some of the biggest companies in the United States. Kyle is widely known for his aspiring and inspiring approaches to transforming bosses into leaders and reshaping corporate cultures. In this episode of the Customer's First Podcast, our special guest, Kyle McDowell, author, speaker, and leadership coach, shares his journey in the corporate world and how he found himself leading purpose-driven organizations. Kyle discusses his realization that the corporate environments he helped create had become toxic and dysfunctional, which led him to step away and seek a different path. He talks about formulating ten principles that start with the word "we," which ultimately changed his life trajectory and significantly impacted many leaders. Kyle then dives into his experiences leading onshore and offshore teams, particularly in the call center industry. He highlights the cultural differences between the US and outsourcing locations and emphasizes the importance of being relatable and trustworthy as a leader. He shares that achieving excellence regardless of where you're from or what language you speak doesn't matter as long as you care for your people and deliver excellent service. The conversation then shifts to Kyle's core principles for his strategy. He emphasizes the importance of doing the right thing, leading by example, following through on commitments, and owning mistakes. Kyle believes mistakes are valuable learning opportunities and that lifting each other and supporting one another in the work environment is crucial. Next, Kyle discusses the need to invest in the growth and development of employees, even if they see their current role as a stepping stone. He stresses the importance of understanding their motivations and supporting their journey to create a positive work environment. The episode also touches on the significance of measuring outcomes rather than activity and the need to align actions with goals and objectives. Furthermore, the conversation delves into recognizing and rewarding efficiency and the value of challenging one another in a culture of excellence. Kyle believes that challenges present opportunities for improvement and that attention to detail separates organizations from their competition. Kyle highlights the fulfilling nature of this work and the need to work together and support one another to create a better world. Timestamps: 0:09:57 Investing in Relationships for High Returns 0:13:37 Principle 1: Doing the Right Thing 0:19:16 Taking Action: Improving Employee and Customer Experiences 0:22:27 Supporting Each Other: Picking Each Other Up 0:27:03 Outcome-driven: Measuring Success by Results, not Activity 0:36:44 Obsessing Over Details: A False Sense of Focus Kyle's Contact Information: Website:https://www.kylemcdowellinc.com LinkedIn, Instagram and TikTok: @kylemcdowellinc Amazon link to book: Begin With WE: 10 Principles for Building and Sustaining a Culture of Excellence Tacey's Contact Information: https://linktr.ee/taceyatkinson www.taceyatkinson.com 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, Melanie Jones, an art curator, Disney enthusiast, and Owner of Chapter Three Art and Disney Festival of the Arts expert, as they discuss this week's topic: "Festivals Need to Be Emotion-Evoking Experiences." In this episode of the Customer's First Podcast, Melanie shares her passion for art and her journey in forming Chapter Three Art. It all started with her collection of Beauty and the Beast memorabilia, which sparked her admiration for artists and their ability to evoke emotions through their work. Chapter Three Art became a platform for Melanie to introduce others to Disney and other types of art and share stories from fellow collectors. Through this endeavour, Melanie has formed strong relationships with artists and has become an integral part of their creative process. The conversation then delves into the Festival of the Arts, which initially started as the Festival of the Masters and has now blossomed into a month-long event. This year, from January 12th to February 19th, 2024, the Festival offers various activities such as art exhibits, merchandise, food, meeting the artists, live painting, acrobatics, chalk art, drawing classes, and more. Melanie emphasizes the interactive exhibits, including a paint-by-number mural where participants can contribute, sketching classes with Disney artists, live painting performances, and 3D chalk art. They both highlight the need for ample time to experience the Festival fully, as there is so much to see and do. Melanie shares her experiences at the Festival, emphasizing the importance of meeting and conversing with the artists. Viewing the art in person and learning about the artist's inspiration and techniques adds a deeper connection to the artwork. She highlights two artists Tacey is curious about: Michelle St. Laurent, a watercolour artist known for her attention to detail, and Michael Provenza, who utilizes points and filters light through his paintings. Melanie believes attending the Festival allows people to discover new art and artists they may have yet to discover otherwise. Melanie further emphasizes the opportunity to meet new artists and purchase art at the Festival. The ongoing demand for art and the chance to reconnect with pieces from the past make it an exciting experience. They also discuss how the Festival's level of service and experience can translate into other industries, such as hospitality. Melanie shares her dreams of opening Chapter Three Art Cafe, a gallery space offering more than just art. She envisions a relaxing environment where people can enjoy art while sipping coffee or wine, with possible open mic or poetry reading nights. Melanie aims to create an ongoing experience for art enthusiasts rather than a limited-time event like the Festival. The conversation shifts to Melanie's experiences collecting Disney pins and attending pin events. She discusses her collection focused on Beauty and the Beast, which currently contains over 900 pins. Melanie expresses excitement for future adventures in the world of art and collecting. Finally, Melanie shares her experiences living in Florida, close to the parks, and the opportunity to visit the Art of Disney at Disney Springs. She plans to interview and write about local and visiting artists throughout the year, further expanding her knowledge and connections in the art world. The episode concludes with a message to the listeners, encouraging them to attend the Festival of the Arts, even if they don't plan on purchasing art, as it offers a chance to learn something new and have a transformative experience. Timestamps: 0:01:40 Melanie shares her passion for art and Beauty and the Beast 0:05:03 Chapter Three Art opens doors for Melanie in the art community 0:10:46 Interactive exhibits at the Festival of the Arts 0:12:34 Live Painting, Chalk Art, and Photography Opportunities 0:14:08 The Importance of Experiencing Art and Meeting the Artists 0:23:07 The...

Join Tacey and her special guest, Anne Donovan, as we discuss this week's topic: Employee Experience Impact on Businesses. Ann shares her journey in the HR field and her passion for reducing turnover, explaining how reducing turnover improves morale, productivity, and customer satisfaction. Ann also discusses the costs associated with high turnover, including advertising job openings, interview and onboarding time, training expenses, and the potential loss of customers and reputation. The conversation then moves on to the issue of corporations choosing to let go of high-performing employees who expect a raise during annual reviews. This decision is often influenced by the perception that hiring someone new at an entry-level rate would be cheaper. However, the hosts highlight the hidden costs involved, such as training, development, team morale, and the impact on customer experience. The candidate journey is another important topic discussed, emphasizing the importance of creating attractive job postings, timely communication, efficient interviewing processes, enticing job offers, and welcoming onboarding experiences. The hosts stress the significance of providing closure and respectful communication to candidates, even if they are not moving forward in the hiring process, discussing the importance of employee experience and creating work environments where employees feel seen, heard, and valued. They highlight the shift towards a more holistic approach, where employees can ask what they need to balance their personal and professional lives, emphasizing the need for trust, inclusivity, and a safe work environment. They also mention that culture is crucial for candidates seeking job opportunities, concluding this part of the conversation by emphasizing the importance of building a cohesive team through trust and effective communication and the benefits of creating a safe space where employees can freely express their thoughts and ideas without fear. 04:27 The importance of employee retention and its impact on businesses 06:05 Discussion on the costs of high turnover in businesses 06:42 The Costs of Turnover: Hard and Soft Costs 11:22 The Importance of Employee Retention and Training 14:30 Creating an enticing job offer and competitive benefits 16:42 The value of finding a mentor for new employees Anne's Contact Information: Website: https://donovanhrsolutions.com Linkedin: https://www.linkedin.com/in/anne-donovan-sphr-shrm-scp/ 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 Create the Magic!

In this episode, Tacey Atkinson welcomes Nick Hutchison, the visionary force behind BookThinkers, to discuss the importance of reading and how it can serve our future selves. They begin by sharing their favourite books and experiences that have influenced their mindset and approach to life. Nick emphasizes the value of prioritizing reading and shares strategies for fitting it into our busy schedules. He suggests replacing low-impact activities like scrolling on social media or watching Netflix with just 15 minutes of reading each day. By doing so, we can read a book every month and benefit from the wisdom and knowledge contained within. Nick also highlights the power of delaying gratification and setting goals before reading a book, focusing on actionable steps rather than consuming information passively. He recommends note-taking to internalize and implement the lessons learned from books. The conversation also explores the benefits of reading for attention span, focus, and personal growth in a world dominated by instant gratification. Tacey and Nick discuss the importance of intention and goal-setting, sharing examples of how they apply these practices to their reading experiences. They touch on the significance of feedback and gratitude and the impact that content creators can have on others' lives. Timestamps: 0:03:06 Nick's Journey: From Non-Reader to Book Enthusiast 0:06:27 Nick's Goal: Helping Readers Take Action on What They Read 0:09:51 Overcoming Challenges: Consistency in Implementing What You Learn 0:11:40 Swapping Scrolling for Reading: The Power of 15 Minutes 0:14:26 Serving Your Future Self: Delaying Gratification and Avoiding Regrets 0:19:01 Changing Practices: From Memorization to Action 0:22:14 Improving Customer Service and Taking Action Nick's Contact Information: Website: https://nickhutch.com Instagram: @bookthinkers 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 Create the Magic!

Join Tacey and special guest, Customers First alum, PR Expert Amy Kehs as they discuss The Art of Authentic Messaging and Relationship Building through Experiences. Amy is the owner of Kehs Communications and has had that business for 24 years. Amy got started at the Smithsonian and now helps many museums increase traffic by using authentic brand messaging and communication habits to create a lovable brand that leads to lifelong repeat visitors with Love My Museum. We discuss how everything she teaches her museum clients is transferrable to ANY business. Timestamps: 01:32: Amy's Story 09:21: Authentic Connections 21:11: Staying on Brand 24:09: 5 Tips to Optimize a Guest Visit 32:42: Spill the Tea Amy's Blog Post: 5 Tips to Optimize a Guest Visit Amy's email list: https://bit.ly/AKfav100 Amy's Contact Information: Website: https://www.amykehs.com LinkedIn: https://www.linkedin.com/in/amy-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 Create the Magic!

Join Tacey and this week's special guest on the Customers First Podcast, Doug Thorpe, an accomplished executive coach and business advisor, for today's topic: "Building a Culture of Trust." The episode is a must-listen for those interested in building a culture of trust in their organizations. Doug shares some incredible insights on how servant leadership can significantly impact organizations. The conversation starts with creating an environment where questions are valued and answered. Doug also emphasizes the importance of communicating the purpose and vision of your team to establish trust. He then talks about the five Cs of a trusted leader: commitment, connection, compassion, consistency, and competency. He explains how these five C's can help leaders build trust in their teams and create a culture of accountability. Doug shares some great stories and personal anecdotes to illustrate why compassion and understanding are essential in leadership. He also talks about how new leaders can overcome common mistakes and the importance of asking for help. Towards the end of the podcast, Doug shares some fun personal anecdotes about his life and involvement in a business opportunity disrupting the business broker space. The episode concludes with a call to action for more leadership in the world, some ways to interact with the show, and the show notes with Doug's contact information and other related links. This episode has incredible insights, stories, and tips to help you become a better leader. Remember to rate and review the podcast, and stay tuned for more awesome episodes. Timestamp: 03:18: Doug's Story Timestamp: 12:16: The 5 C's of a Trusted Leader Timestamp: 37:38: Inspiring Leadership Tips Timestamp: 41:00: Spill the Tea Doug's Contact Information: Website: https://dougthorpe.com LinkedIn: @DougThorpe Instagram: @dougthorpe_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!

I'm thrilled to share with you our latest episode of the Customer's First Podcast, where we had the incredible opportunity to dive deep into the power of having an anchoring word to guide your year and why our Special Guest Angie Robinson, a certified life and leadership coach and Customers First Regular Contributor, and I both choose one. It can transform your life and your business. Angie shares her background in human resources and how she transitioned into starting her own business focused on leadership and life coaching. We express gratitude for Angie's impact on our own life and discuss the energy and excitement of the new year. We both discuss how we prefer living with intention rather than making New Year's resolutions. We discussed the concept of choosing a word of the year and expressed our interest in discussing Angie's process for selecting a word. Angie introduces a handout called "10 impactful coaching questions to help with self-reflection and goal-setting" on her website. (link below) Angie emphasizes the importance of understanding the why behind our goals. We discuss the need to go deeper and ask multiple whys to determine our motivations and desires. She suggested asking ourselves what success looks like and what we wish was different in our current situation, as well as the importance of understanding the risks and obstacles that may arise and planning ahead for how to overcome them. She mentions the concept of commitment and recommends rating our commitment level on a scale of one to ten and then identifying what it would take to go from that rating to a ten, as well as the importance of not using this rating against ourselves and staying grounded in our goals and desires throughout the year despite any challenges or setbacks. She shares that she started doing this about 12 years ago and highlights its power in helping us push through the year and facilitating transformation when we look back at the chosen words. We talk about the significant role emotions play in this process and how understanding the concept of creating desired feelings can shape our thoughts and actions, explaining that once we have established the end result, we can move on to choosing the word. We outline our process, which involves asking ourselves questions about what we want the next year to bring, what we want to celebrate, and what we need more or less of in our lives. She mentioned keeping a list of potential words on her phone and periodically evaluating them, sometimes seeking assistance from Google or AI models to narrow down the options. We describe it as an organic process that eventually leads us to the perfect word for the year. We even share Angie's word for 2024, which is "limitless," revealing that "limitless" represents her desire to let go of limiting beliefs and barriers that hold us back and her intention to make decisions in alignment with being limitless. Angie discusses how, throughout the year, she uses prompts from a project called "One Little Word" to keep her word alive, explaining that she reflects on how the word shows up in her life and even takes pictures that reflect the word. She mentions holding a clipboard with examples of how the word is making a difference and using sticky notes or a vision board to keep the word visible and stay accountable and focused. We mention the importance of checking in with ourselves and having an accountability partner to keep on track. We then shifted the conversation to a more personal note, to our "Spill the Tea" session, where we shared our experience working at McDonald's as our first management job and how it shaped who we are today. We talk about learning leadership and discovering our love for helping people. Angie describes her passion for Disney, photography, and scrapbooking, acknowledging that she has been too busy to scrapbook in recent years, but she still engages in digital scrapbooking and makes school books for her kids during school years. We...

Welcome back, Magic Makers, to the Customer's First Podcast. I'm Tacey Atkinson, your host and customer experience curator. In this episode, we welcomed Natalie Doyle-Oldfield, holder of a Masters in Communication, entrepreneur, author, and a 2023 nominee for the RBC Canadian Women's Entrepreneur Award, to the boardroom. Natalie shared her fascinating journey with us, detailing her transition from marketing roles in the IT industry to founding her company, Successory Trust. She highlighted the importance of customer research and her experience taking on sales responsibilities during the 2008 market crash. Natalie's curiosity about how customers decide to buy led her to pursue a master's degree and conduct extensive research on trust in business-to-business environments. She introduced us to her proprietary framework for building, managing, and protecting trust based on science and evidence. Natalie's approach has been tested with a large sample size and has proven to increase referral rates, customer satisfaction, and loyalty. We delved into the science of trust and ways to measure it through tools like the Client Trust Index, which provides companies with a quantifiable trust equity score. Natalie emphasized that trust is a learnable skill and shared how her training programs help individuals become trusted advisors by focusing on communication, behaviour, and service. Natalie also discussed the business case for trust, noting that high trust within an organization leads to increased engagement, innovation, and retention. Externally, trust drives customer referrals and loyalty, with people willing to pay more for products and services from companies they trust. We touched on the importance of building trust within the industry and community, and Natalie stressed that trust is built through consistent, reliable interactions. She shared a personal anecdote about the impact of a trusted barista on her coffee shop visits, illustrating the power of individual contributions to a company's trustworthiness. In our "Spill the Tea" segment, Natalie revealed her love for magic shows, described herself as passionate, and shared that her family is what excites her most about life. To wrap up, Natalie offered listeners a practical step to assess their team's trustworthiness with a downloadable checklist available on her website. She left us with the empowering message that every company has the potential to become the most trusted in their industry. Thank you, Natalie, for joining us and sharing your expertise on trust. To our listeners, remember to check the show notes for links to Natalie's assessment, book, website, and LinkedIn profile. Remember to rate, review, and subscribe to the podcast for more customer-centric conversations. Links Trust Team AssessmentThe Power of Trust BookNatalie's LinkedIn: https://www.linkedin.com/in/nataliedoyleoldfield/ Tacey's Contact information: https://linktr.ee/taceyatkinson Remember, Customer-Centric Cultures Create Magical Customer Experiences. Now, Go Create the Magic.