The Remarkable Project helps business owners, optimisers and curious marketers to push past the "same-same" world of marketing into a world of unexpected customer experiences, word-of-mouth and a more compounded approach to marketing. Each episode weaves the path that experts including scientists, entrepreneurs, creatives, innovators and more, have used to build businesses that people feel compelled to talk about. Come and join the journey if you have been asking:- How to improve word of mouth for a small business- How do I improve my customer experiences?- What tools should I use for building a community?- How do I write a marketing plan around word of mouth?- How do I change my sales to have greater impact?- How do I measure Word of Mouth in my business?
047: The Science of Extreme Customer Trust with Dr Michael Rosemann
In this episode of The Remarkable Project Jay speaks with the incredible Dr Michael Rosemann, Professor, author and thought-leader, as well as the Director of the Centre for Future Enterprise at the Business School of Queensland University of Technology (QUT) in Brisbane, Australia. The conversation touched on how trust continues to climb the business problem solving agenda, why trust design could soon become critical to competitive advantage, and the particular nuance native to core trust and extreme trust.
Dr Michael Rosemann is the Director of the Centre for Future Enterprise and a Professor for Information Systems at the Business School, Queensland University of Technology (QUT), Brisbane, Australia. The Centre for Future Enterprise aims to identify, understand and professionalise those attributes that matter most to future enterprises, and their leaders.
Dr Rosemann has a comprehensive higher education teaching portfolio, which currently includes delivering units on ‘Future Enterprise’, ‘Business Process Design’ and ‘Smart Decision Making’ as part of QUT’s Bachelor of Business and MBA programs.
Michael’s main areas of research are corporate innovation, revenue resilience, process management and trust management. His work is focused on creating compelling future worlds with today’s possibilities that make current practices obsolete. As a researcher and advisor to board rooms and senior executives he is committed to advancing research-informed knowledge and confidence in order to appreciate the emerging design space and to create an increased ‘sense of ambition’ and innovation appetite. He has been Chair of and a Keynote Speaker at leading business conferences the world over for many years and is currently the Vice President for Strategic Partnership of the global Association for Information Systems.
Dr Rosemann is the author/editor of nine books, more than 350 refereed papers in outlets such as MIS Quarterly, European Journal of Information Systems, Journal of Strategic Information Systems, Information Systems and Journal of the Association of Information Systems, Editorial Board member of nine international journals and co-inventor of US and European patents.
Previously, he has been QUT’s Executive Director, Corporate Engagement and Head of both QUT’s Information Systems Discipline their Information Systems School. Under his leadership as a Head of School, he established three industry-funded Chairs in the Information Systems School, i.e. the Woolworths Chair in Retail Innovation, the Brisbane Airport Corporation Chair in Airport Innovation and the PwC Chair in Digital Economy. More recently, as Director of the Centre for Future Enterprise, he established the Cisco Chair in Trusted Retail.
How the big question of business problem solving has evolved from “what’s broken?” and “what more’s possible?” to “why will they trust us?”.
Why trust design could soon become fundamental to competitive advantage, just like visionary leadership, ingenious engineering and amazing marketing.
The differences between core and extreme trust, and how to identify the moments where they really matter during the customer journey.
Connect with Michael
Find him on LinkedIn
Learn more about Michael and his work via his website
Download the Trusted Retail Innovation White Paper
Explore QUT’s Centre for Future Enterprise
046: Being Remarkable in the Automotive Industry with Hayley Phillips
In this episode of The Remarkable Project Jay speaks with Hayley Phillips, a dynamic marketeer recently kicking goals in the automative space with Volkswagen, about why customer ‘life stages’ are key to looking beyond features and benefits, how data is transforming personalisation in the auto industry, and the importance of nurturing a creative culture internally and externally.
Hayley Phillips has had an extensive career spanning many industries, including music, events, television and real estate, however the last decade has seen her active as a national marketer in the automotive industry.
She embodies “outside the box” thinking, thanks to an innovative and progressive attitude towards marketing, strategy and creative. Over the past five years at Volkswagen Group Australia, Hayley has led forward-thinking VW campaigns such as the award-winning Polo ‘Unfail’, the Effie award-winning ‘World’s Smallest Dealership’, and most recently, the ground-breaking ‘Golf GTI Ad Break Championship’.
Hayley believes the key to success is developing strong relationships with agencies, partners and collaborators that embody trust, collaboration, and a dash of risk-taking. All supported, of course, with cracking insights. In an automotive marketing “sea of sameness”, she committed to standing out at every turn, and never forgot to have fun while she did it.
With a recent move into the finance industry, Hayley is hoping to apply the same gusto, passion and determination to create connection through her marketing with a whole new set of customers.
Check out some of her recent work here: https://vimeo.com/576570169
In many ways it’s not about the car itself, it’s about how it affects the person driving it.
Rather than just talking at them, it’s always about starting conversations.
Don’t be scared to not focus on the features.
Why looking at customer ‘life stages’ rather than just doubling down on features and benefits can really refresh marketing thinking.
How the amazing use of data in the auto industry is providing much more personalised opportunities for new products and communications.
The importance of nurturing a truly creative culture across both internal and external teams.
Connect with Hayley
Find her on Linkedin
Follow her on Instagram
045: Inspiring a Team in the New World with Stephen M.R. Covey
In this episode of The Remarkable Project Jay speaks with the legendary author of ‘Trust and Inspire’, Stephen M. R. Covey, about leadership in this “new world”. Stephen shows us how trust, as an economic driver, is key to the success of any team and also adds that learning how to connect your purpose to the people you lead allows the mobilisation of creativity, innovation and growth you need to excel.
Stephen M. R. Covey is the New York Times and #1 Wall Street Journal bestselling author of The Speed of Trust, which has been translated into 22 languages and has sold over 2 million copies worldwide. He is also the author of the newly released Wall Street Journal bestseller, Trust & Inspire: How Truly Great Leaders Unleash Greatness in Others.
Stephen brings to his writings the perspective of a practitioner, as he is the former President & CEO of the Covey Leadership Center, where he increased shareholder value by 67 times and grew the company to become the largest leadership development firm in the world.
A Harvard MBA, Stephen co-founded and currently leads FranklinCovey’s Global Speed of Trust Practice. He serves on numerous boards, including the Government Leadership Advisory Council, and he has been recognised with the lifetime Achievement Award for “Top Thought Leaders in Trust” from the advocacy group, Trust Across America/Trust Around the World.
Stephen is a highly sought-after international speaker who has taught trust and leadership in 55 countries to business, government, military, education, healthcare, and NGO entities.
Stephen's newest book, the #1 Wall Street Journal bestseller, Trust & Inspire: How Truly Great Leaders Unleash Greatness in Others, was released in April. The book was written off the back of a single premise: While the world has changed, our style of leadership has not. Most leaders and organisations—faced with ever new and disrupting challenges—continue to operate from a base model of “Command & Control;” they’ve just become more advanced and sophisticated at it, what Stephen calls “Enlightened Command & Control.
In contrast to Command & Control, Trust & Inspire is all about unleashing greatness in others. Leading in a way that both inspires and empowers people to become the best version of themselves—tapping into a sense of purpose, meaning, contribution and inclusion. The result is a level of belonging, collaboration, and ultimately innovation that Command & Control is simply not capable of producing.
Why extending “smart trust”, which allows creativity and innovation to flourish, can help you feel more in control of your business.How an organisational merger allowed Stephen to see first-hand the high cost of low trust.The true test of a trusted relationship and what to do once the results are in.Remarkable Quotes
Trust is learnable. It’s moveable. It’s something you can create, you can grow, you can establish, expand, extend and, in some cases, even restore.
It’s not enough to be trustworthy. It’s necessary but insufficient. To create trust we need to be trustworthy and trusting.
You can’t command and control your way to collaboration and innovation.
To trust is to take a risk. Not to trust is also a risk.
Connect with Stephen
Learn about and order Stephen’s new book at: www.trustandinspire.com
Connect with Stephen on LinkedIn, Twitter and Instagram
044: Drive Better Engagement at Your Event with Meetup's Gwyn Krueger
In this episode of The Remarkable Project Jay speaks with Gwyn Krueger, Senior Director of Customer Experience at social gathering platform, Meetup, about why 9/11 was the seed from which Meetup.com grew, how having options around showing up contributes to sustained engagement, and the importance of understanding the psychology of getting together in delivering valuable community experiences.
For nearly six years, Gwyn Dylan Krueger has been a uniquely qualified leader at Meetup, a global online destination where people head to meet, make friends, find support, grow businesses, and explore interests. The network has been helping facilitate events for 20 years, with thousands now happening each and every day.
Having started in the Community Support Team, Gwyn is now the Senior Director of Customer Experience. The role sees him showing teams they’re capable of uncovering data insights and capturing customer anecdotes that can favourably influence product and design decisions, as well as delighting users. Working with them to create content and programming that helps Meetup Organizers unlock the value of their growing communities, Gwyn has been instrumental in elevating the customer voice within product releases and marketing efforts via these teams.
His career history is testament to his loyalty and commitment to improved connection. Highlights prior to Meetup include years in customer care with Apple Retail, supporting the busiest Genius Bars in the world, an experience which has enabled Gwyn to lead Meetup’s creation of a scaled and streamlined operational approach to support their vast member base.
Why 9/11 was the seed from which Meetup.com grew.How having options around showing up contributes to sustained engagement.The importance of understanding the psychology of getting together in delivering valuable community experiences.Connect with Gwyn
Find Gwyn on Linkedin
Experience Meetup and how see it’s celebrating 20 years of real connections via their website
043: The Secrets to Driving Consistent Customer Reviews with Lachlan Fea
In this episode of The Remarkable Project Jay speaks with the CEO and Co-Founder of customer review enhancement platform Cloutly, Lachlan Fea, about why having a balance between negative and positive feedback is actually a good thing, how not-so-great reviews are key to driving amazing ones, and the importance of customer-friendliness when it comes to owning your online review process.
A technical marketer by trade, Lachlan Fea is the CEO and Co-Founder of Cloutly, a venture-backed reputation management platform on a mission to humanise the way businesses drive reviews and build trust with their customers.
He’s always been passionate about bringing teams of brilliant people together and letting them do their thing. So, when Cloutly took on a life of its own in late 2019, having started out as an internal tool of his digital marketing agency which delivered repeated success stories, he saw an opportunity to make that passion a reality.
Born out of Australia’s Gold Coast, the company has recently scored half-a-million dollars in funding to turbocharge efforts to help small businesses bolster their reputations by streamlining and centralising control over the review process.
Three Remarkable Quotes
"If you’re between a 4.3 and a 4.9-star rating, that’s more trustworthy than a perfect five."
"There’s a disconnect and a detachment between the commercial objectives of companies and their customer experience."
"You have to really understand what aspect of your experience creates the biggest impact for that customer and, more importantly, when!"
Connect with Lachlan
Find him on Linkedin
Hear what he’s got to say on Twitter
For more on what they do and why, check out the Cloutly website
042: Becoming a Leader that People Feel Compelled to Follow with Shaun Kenny
In this episode of The Remarkable Project Jay speaks with People of Influence’s Shaun Kenny, an expert in leadership and team development, about why power differentials impact customer dynamics so strongly, how to identify when leadership needs work, and the value of maintaining the simple things when it comes to how teams interact
Shaun Kenny is the Co-Founder and Chief Creative Officer of People of Influence, a leadership and team development company based in Sydney that helps the world’s leading brands get the best out of people.
As an individual, Shaun is one of Asia Pacific’s most in-demand speakers and educators, having delivered over 1,000 sessions to over 150,000 people for over a decade with companies like Microsoft, Uber, Pepsi and American Express.
In his role as mentor and advisor, Shaun has an up close and personal perspective of the challenges executives and leaders are grappling with in this rapidly changing world of work.
An economist by training, Shaun translates the latest insights of behavioural economics and neuro-economics into practical tools that professionals can use for immediate impact.
In our conversation, Shaun and I also go through what it takes to become a leader that people are compelled to follow. We look at how these traits connect to not only building a high performing team but also building a culture of teamwork that can translate through to your product and customer.
Why understanding the influence of power differentials can fundamentally change how you show up in conversations with customers.
How to effectively identify symptoms within teams that point to leadership which needs work.
The value of creating an environment rich in simple courtesies and conversational equality, and why losing these can signify a team in decay.
Connect with Shaun
Find him on Linkedin
Learn more about the work People of Influence do via their website
Watch the entertaining and educational videos from the People of Influence team via their YouTube channel.
Remarkable business insights
Jay is the consummate business expert, genuine and warm. A rarity in this space. If you are looking to make your business stand out by capitalising on your unique story or strength, you are in the right place.
Thought provoking and inspiring for business owners
Such an interesting collection of guests: both industry experts, and business owners who are out there making ‘remarkable’ experiences for their customers.
For anyone in business considering how to take their own business to the next level—beyond just great customer service—Jay’s podcast will give you inspiration to develop your own ideas around customer experience and customer transformation.
A Must-Listen For Savvy Marketeers
Jay’s take on how experience and community are crucial to building brands and businesses is at once thought provokingly nuanced and practically common sense. I love how these conversations throw up multiple moments that make you go “yeah, OF COURSE that’s the right to look at it” - it’s fresh, considered perspective at play. Look forward to seeing who he talks to next. Highly recommended.