Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
176: Hyper-Focused Personalization for a Fantastic Customer Experience with Andrew Wolgemuth
Andrew Wolgemuth founded Wove to recreate the way couples buy engagement rings in a highly traditional and outdated industry. Andrew grew up in an entrepreneurial environment working at his parents jewellery company in Lancaster, Pennsylvania. After attending West Point and serving as a Platoon Leader in the Army’s 75th Ranger Regiment, he attended Stanford's GSB’s Ignite Entrepreneurship Programme where the idea for Wove was born.
Could you share with our listeners a little bit about your journey, at least your journey into entrepreneurship, how did you get to where you are today? And what kind of propelled you into that space? Could you tell us a little bit about your ecommerce company? What's the name of the company? As a business owner, you're operating in the ecommerce space and I'm sure a lot has changed since COVID. What have been some of your key learning opportunities that you've been able to capitalize on? As you know, we went through a pandemic, and now we're emerging out of a pandemic, how have you been able to still satisfy clients, meet their demands despite all of what was happening globally? What are maybe one or two key things that as a designer communicates with the client, they try to focus on to ensure that those things are manifested into the product to make people feel like they're a part of what you're purchasing. How hard is it to kind of lead a remote base team and leverage their expertise seeing that you're not all in the same space? And do you find that the customer experience is better because you're able to kind of navigate that journey, control that journey as much as possible, you have more control over the things that may impact your customer in a positive or a negative way. Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that you've read, either recently or in the past that have had a great impact on you. Could you also share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. Where can listeners find you online? Do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get you back on track if for any reason you got derailed?
Andrew shared that entrepreneurship actually started for him in his childhood. Both of his parents were young entrepreneurs, they started a family jewellery company when he was just a baby. And so, much of his childhood was spent watching his parents start a business. And he thinks many of the lessons that he learned from watching his parents, both himself and his siblings took with them as they entered into the real world.
About Andrew’s Ecommerce Company Wove
Andrew shared that their company is called Wove. They’re www.wovemade.com/. And what they specialize in is custom engagement rings and wedding bands. So, essentially, the way that their process works, they match their clients with one of their in house jewellery designers, after they submit a short quiz on their website, that design consultation allows the client to work with a designer to discover their preferences, design an engagement ring or wedding band. And once they're satisfied with the design, they send them an exact replica of that ring that they can try on at home.
And really what this allows the client to do is try on a realistic version of their ring, test drive it at home, show friends and family and ensure that when you go to buy the final ring that you're getting exactly what you're looking for. So, it kind of acts as a way of allowing the client to buy with full confidence that what they're getting is actually the ring that they want to wear for the rest of their life.
175: CX Design for a Better Employee and Customer Experience with Justin Zalewski
Justin Zalewski is the Director of Product Design and Strategy at Studio Science. He leads a team of talented product designers and works with clients to solve business problems through design. He and his team are experts in rapid prototyping and running experiments to more quickly learn from and deliver value to customers.
He has led projects with clients ranging from market-leading tech companies to Fortune 500 brands. Some of his clients include Angi, Genesys, Simon, Stack Overflow, and Cummins.
Now, could you share with us, in your own words, just a little bit about your journey, how you got to where you are today? So, customer and product design. Now, tell us a little bit about Studio Science. What is Studio Science and what does Studio Science do? So, maybe could you share with me one or two trends that you've seen in the customer experience space that you think is critical for a business to constantly be looking at to ensure that they are keeping current with the needs of their customer? Why do you think it's important for not only the customer experience, but the employee experience to ensure that your alignment in terms of needs is not just on the CX end but it's also on the EX end and what does that look like in terms of it being beneficial to both? Now, could you also share with us what is the one online resource, tool, website, or app that you absolutely can't live without in your business? Could you also share with us what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. We do have a lot of persons that listen to this podcast, who are business owners, as well as managers and they believe that their companies have great products and services, but from time to time, they do lack constantly motivated human capital, so the people are not as motivated. If you're sitting across the table from one of those persons today, what's the one piece of advice that you'd give them to increase or improve their motivation and have a successful business? Could you also share with us Justin, our listeners would have tapped into this episode, they would like to connect with you. And so, they would like to know where can they find you online? So, before we wrap our episodes up, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote, it kind of helps to get you back on track or get you refocused if for any reason you got derailed.
Justin shared that he started in the world of design and the way he started was a little more in the world of graphic design. And that led him into just kind of a natural curiosity into the more technical side of things. And so, he started to kind of branching out from just the visual design of things in visual communication into building things and figuring out how things work. So, getting into code, building websites, building apps. And that led him into product design.
So, figuring out what is the UX, the user experience of making sure that these kinds of things are intuitive, easy to use, fun to use, and really meeting customer needs. And that caused him to broaden his lens, especially the last 10 years and his time at Studio Science to broaden his lens, and especially adapt a service design mindset. So, looking across the whole customer journey from everything they're doing, with a digital product, outside of a digital product, their in-person interactions, the way that the organization delivers a service to a customer.
And one of the things that he’s been really passionate about lately and getting really excited about is how they use their design skill set and looking through the business world with that lens, to bring people together, bring siloed disparate departments together in pursuit of that common goal. Because really, ev
174: Business and Leadership Re-Defined with Brad Sugars
Brad Sugars is internationally known as one of the most influential entrepreneurs. Brad is a best-selling author, keynote speaker and the number one business coach in the world. Over the course of his 30 year career as an entrepreneur, Brad has become the CEO of 9 plus companies and is the owner of the multimillion dollar franchise Action Coach. As a husband and father of 5, Brad is equally as passionate about his family as he is about business, that's why Brad is a strong advocate for building a business that works without you so you can spend more time doing what really matters to you.
Over the years of starting, scaling and selling many businesses, Brad has earned his fair share of scars. Being an entrepreneur is not an easy road but if you can learn from those who have gone before you, it becomes a lot easier than going at it alone. That's why Brad has created 90 days to revolutionize your life, it's 30 minutes a day for 90 days teaching you his 30 years experience on investing, business and life.
Could you share a little bit about how you got to where you are today? In your bio, it mentioned that at the end of the day, you want to be working in a business that can work without you. Like so many people don't understand that concept. Could you explain what that means? And so, maybe could you share with us, let's say 3 to 4 success principles, or just things that will help to make you be more successful as a business owner or an entrepreneur. Could you share with us I would say maybe, let's move it up to five traits that a leader needs to really grow and develop their people. Where do you get to that point where you're starting to attract really quality people? Is it because of the energy that you're giving out, your leadership style, what makes the right people or attracts the right people to come to you? What's your views on marketing? Is it something that still needs to be occurring to keep present in the customers mind? And if so, based on the fact that marketing has changed so much I would say in the last 10 to 20 years as you've mentioned, which platforms do you focus your marketing on? Could you share with us what's the one online resource, tool, website or app that you absolutely cannot live without in your business? Could you maybe pick one or two that have had a great impact on you over your lifetime? It could be a book you read recently, or even one that you read a very long time ago. What has been your experience, I would say, let's narrow it down to the last one to two years of customer experience. And I know it's a very general and a wide question, but we just want to get an idea of how your experiences has been across different industries, like travelling to a hotel, or airline or restaurant, or even just local stores that you may visit in your community where you live. Could you share with us what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. Where can listeners find you online? Before we wrap our interviews up, we always like to ask our guest, do you have a quote or saying that during times of adversity or challenge you’ll tend to revert to this quote, it kind of helps get you back on track if for any reason you get derailed.
Me: Now, even though we read our guest bio, we always like to give the guests an opportunity to share in their own words a little bit about how they got to where they are today. So, could you share a little bit about that with us?
Brad shared that he was born and raised in Australia and moved to the United States, married an American girl. So, they have 5 kids. So, he guesses he’s stuck in America now, he’s an “Aus” American. Being in every type of business, you name it, he’s had it, whether it's service or retail or actually manufacturing. He did manufacture in the food space, he’s been across th
173: Using Data and Surveys to Better Understand Human Behaviour Drivers with Sanja Licina
Sanja Licina is here to discuss with us all of the wonderful things that we can help you to master your customer experience. Her goal in life is to help make people happier. Most of us spend so much of our lives working and there is still a tremendous opportunity to help people feel better connected to their companies, to their colleagues and to feel passionate to make a difference with their work.
So, she's dedicated her career to helping companies create a culture that employees love to be part of. She has been fortunate to travel to over 60 countries and lives on three continents. And through this journey meets the most amazing, inspirational and passionate people. Collaborating this incredibly diverse group has given her even more confidence that together she can make a difference. Those who know her are aware of her deep passion for data and technology, which will be a key to helping all of us transform the world of work.
Could you share with us a little bit about how you got to where you are today? Could you share with our listeners what is QuestionPro? And how does that really dove tail or fit into the whole customer experience puzzle? How does your company help customer experience? QuestionPro focuses a lot on market research. Could you share with us if your target is predominantly large companies, or let's say for example, someone has an organisation with 20 employees, but they have a pretty large customer base, would your company be able to provide services for them as well? what are some key indicators or trends that you have noticed since you're already in this space, what do you think companies need to be focusing on in order to ensure that they're really tapping into the needs of their customers? Could you share with our listeners, how do you stay motivated every day? What makes you keep going? Could you also share with our listeners, what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you share a book that has had the biggest impact on you, it could be a book that you read a very long time ago or even one that you read recently. Could you share with us what's the one thing that's going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people? Where is the best place that listeners can find you online? Now, before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote, it kind of helps to get you back on track if for any reason you get derailed or just get you back on track with what you're working on. Do you have a quote like that?
Me: Even though we read your bio that basically gives us a summary of what you do. But we love to hear from our guests in their own words, a little bit about how they got to where they are today.
Sanja stated that as mentioned, she’s had a privilege of living on three different continents. And she’s actually talking with Yanique right now out of Buenos Aires, Argentina. She was born and raised in Belgrade, Serbia, and spend about half of her life in the United States. And so, for her, she’s had this incredible pleasure of interacting with so many different people in her life path both personally and professionally.
And so, her profession is Organizational Psychologist and she actually currently is president of a business unit called the Workforce at a company called QuestionPro. And they also have a customer experience business unit. So, in her life, she feels like she’s had, again, this personal/professional intersection where she had a pleasure working for an organization that's not only helping people feel seen and valued at work, but also has this tremendous focus on customer experience. Because we're all the same thing, we don't look at the pe
172: Developing Easy to Use Digital Solutions and Building Employee Engagement with Art Harrison
Art Harrison is the Co-Founder and Chief Growth Officer at Daylight. He's an experienced entrepreneur and leader with over 20 years of experience developing and delivering production grade solutions. With a background in computer science and software development, Art was previously Vice President at iNTERFACEWARE and previously founded MXD Communities in 2001.
Could you share a little bit about your journey, how did you get to where you are today? Could you tell us a little bit about Daylight? And what Daylight does and how Daylight is helping their customers achieve their goals? Could you share with us how is it that consumers or organizations are able to increase their overall customer satisfaction and brand loyalty by offering positive and engaging Omni channels CX at scale? Could you share with our listeners what low-code is for those listeners who are not familiar with that? And why do you believe it's disrupting the CX landscape? You're in the CX space, as well as the design space, could you share with us maybe one or two things that you've seen emerge in the last few months that you will see as an ongoing trend, at least for 2023 in this space? Could you also share with us what is the one online resource, tool, website or app that you absolutely can't live without in your business? Could you also share with our listeners maybe one or two books that have had a big impact on you, it could be a book that you read a very long time ago, or even one that you've read recently, but it still left a great impact on you. Could you also share with us what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. Where can listeners find you online? Now, could you also share with our listeners, do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get you back on track if for any reason you get derailed.
Art shared that like most people, it's been an interesting journey, it's not one that he would have mapped out in advance. But he'd say he’s always been passionate about using technology and building things. And he thinks that's been really the guiding principle of his career. So, he started off very entrepreneurial in the social networking and online dating space when he was in university. And really what he found from that led him to marketing and ultimately led him back to being a founder again, here at Daylight.
And it was just a passion to build things that people want to use, and to find ways to delight customers and end users along the way. And even though his career has spanned technical and marketing and other kind of lanes, the common thread has always been, “What do people need? And how can we make their lives better and delight them along the way?” And so, it's been an interesting journey. But he’s always excited about where it's going to lead him next.
About Daylight – What Does Daylight Do and How Daylight Helping Their Customers Achieve Their Goals
Art said absolutely. And kind of an interest of this podcast, Daylight is kind of in the space of customer experience, in that they're a platform that helps large enterprises primarily, but really any organization that knows how they want to improve the experience they're providing, not just to their customers, but to their employees as well.
And they're a platform that allows them to rapidly design, build and deploy solutions that really touch on that interaction between people and process. So, the simplest example he can give you is the TurboTax type of example, where you have the IRS and the United States, the CRA in Canada, any other tax agency, they have a business process, but it's a terrible process for most people to interact with.
And TurboTax and the tax industry exists to create a better o
171: How To Tap Into Your Authentic Self – Rediscovering and Redefining YOU with Dr. Fred Moss
Dr. Fred Moss is a holistic Physician, Restorative Coach, Podcaster, Psychiatrist Expert, Witness at Welcome to Humanity with Dr. Fred Moss. Dr. Moss arrived on Earth on March 01, 1958 and from that very second has been earmarked to be a healer. The family he was born into, was in chaos, and in many ways was counting on his arrival to bring health and wellness back into balance. Little Freddy had his hands full and over the next 6 decades, he has made it his business to bring healing to the world around him, not only to his family and friends, but to the community and world at large, what a journey it has been.
Could tell us in your own words a little bit about your journey? Could you share with us as an organization, maybe one or two things that you can do as leadership in an organization or putting in place some form of programme to support team members where mental health is concerned in order to strengthen the customer experience? If there was one thing to do immediately to assist ourselves when we're feeling out of balance. What would you suggest that one thing would be? Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? Could you also share with us and I'm sure you've read many, many books across your lifespan, especially in the field that you are in, but maybe one or two that have had a great impact on you, it could be a one that you read a very long time ago, or even one you've read recently, that you'd like to share with our listeners? Could you also share our listeners what's one thing that's going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge you'll tend to revert to this quote? It kind of helps to get you back on track if for any reason you get derailed or get off track. Do you have one of those?
Dr. Moss’ Journey
Me: I know we read a little bit about your journey. And I didn't read your entire bio. But if you could tell us in your own words a little bit about your journey, I know your bio, the part that I did read did indicate that you have been doing quite a bit of work since you landed on Earth. And so, could you just share with our listeners a little bit about how you got to where you are today?
Dr. Moss shared that it has been a long strange trip. It's been a little over 64 years now and young at heart for sure. And there's lots of work to do. He arrived on that March 01, 1958 with the whole idea of being counted on to bring joy and pleasure and love and reconnection to that family. And for the first couple years, he probably did pretty good until his brothers got annoyed and irritated with him, he had two brothers, still do who 10 and 14 years older than him. And they taught him how to be precocious. They taught him how to read and write and do math, even before he arrived in kindergarten. Because when he arrived there, he was ahead of the class, he was doing things that most of the kindergarteners didn't want to do, he was like interested in flashcards and books and stuff like that.
He was also bored, so he became a class clown, there's nobody in elementary school, no teacher he ever had who certainly ever forgot him as a student. Because what he was really interested in more than anything, he thought school was going to show him how to communicate, he loved the way that his parents and his brothers communicated with each other, he could just watch him from the playpen. And he knew that there was something special in the world of sharing ideas with each other and he really wanted to learn how to do that become a master of communication. But low and behold, elementary school was not a place to learn that and he thought, “Oh, maybe the bigger kids, Junior High.” And when he
Putting the proper spotlight on the Customer 💡
Had the pleasure of seeing Yanique in person speaking event. So glad I decided to binge her content after hearing her speak in person. Just a few episodes in and I’ve already been able to pull several 💎 into the customer success process at my job.
Nagivating the Customer Experience has quickly become a favorite in my feed! I'm consistently impressed by the engaging conversations, insightful content, and actionable ideas. I truly learn something every time I listen! Thank you so much, Yanique!
Yanique is a great podcast host and this show is needed for businesses.