CX Connoisseur, Steve Pappas, shares his insights on how to turn your customers into loyal brand ambassadors.
Known for his relentless pursuit of all things 'customer', Steve knows how to help your business and create experiences that customers respond to.
Listen to Steve's insights. Learn to grow and accelerate your business.
Learn more: www.scienceofcx.com
Sydney Wong: Hidden Gems of Successful Entrepreneurship
Please join us for a very informative episode with Sydney Wong of VenturX in Montreal, Canada. We covered so much in this episode from venture capital to driving better CX to increase your business's value.
Sydney Wong is an author as well as the Founder and CEO of VenturX. Her literature work, written under the pen name of David Adams, focuses on helping others be more productive and efficient. Sydney’s successful journey of her professional accomplishments have been shaped around one thing: balance. She likes to do yoga and cook to relieve her stress and take a break from her work life. Her core values consist of excellence, altruism, and drive, all of which have helped her be successful. With the current events happening and the world being on lock-down, Sydney has been committed to helping others stay on top of their game by coming out with How To Have A Good Day, a book which guides individuals on how they can keep up their routine while being stuck at home. Furthermore, she shares her best practices on her Medium blogs and through guesting on podcasts that share her values of excellence, altruism, and drive.
Jeff Tobe: Coloring Outside the Lines: Creating a NEW CX Experience
Please join Steve in the Studio as Jeff Tobe drops by to talk about Coloring Outside the Lines to Create a New CX.
Certified Speaking Professional Jeff Tobe’s credentials are impressive. Insider Magazine dubbed him “The Guru of Creativity” and readers of Convention & Meetings Magazine chose him as one of the top 15 speakers in North America. He is a creativity and customer experience expert, professional speaker, and bestselling author who works with companies and organizations who want to increase their bottom line by changing their customer experience and retaining great talent. Tobe founded Coloring Outside the Lines in 1994 and since then has worked with hundreds of clients ranging from Fortune 500 companies to ones with less than 20 employees including Microsoft, PepsiCo, PNC Bank, Sonny’s BBQ and many more! Jeff Tobe’s most requested programs focus on
CUSTOMER EXPERIENCE, CREATIVITY/INNOVATION, and EMPLOYEE ENGAGEMENT.
His high-energy, high-fun and high-content programs create the ideal presentation for any kind of corporate or educational forum. His articles have been read in hundreds of publications and he is the author of the hugely popular book, Coloring Outside the Lines. He is the co-author of three other books and his newest book, ANTICIPATE: Knowing What Customers Need Before They Do is quickly becoming one of the hottest business books on the market. He is also the creator of ACX, the Associate of Customer Experience, online certification program.
Find Jeff on LinkedIn
And on Youtube
Monique Idemudia: Uncover the Digital Deficiencies In Your Business To Grow
Join me as we set out on a Digital Marketing Journey with Monique Idemudia, Founder of Dragon Digital Marketing.
This was a great interview and Monique was such a generous guest by giving us some great tools below:
A great Buyer Persona Template here and
How to effectively set and measure your marketing goals
Marketing goals are specific objectives described in a marketing plan. These goals can be tasks, quotas, improvements in KPIs, or other performance-based benchmarks used to measure marketing success. When explicitly set, measurable goals are key to be successful.
Once you have your goals, don’t forget that measurement is key. Do this yearly, quarterly, weekly, and get your entire team involved. Set Key Performance Indicators (KPIs) which provide metrics to evaluate success factors enabling you to track progress.
You can also create custom goals in Google Analytics to fit your company’s unique needs. Tracking how each marketing campaign or piece of content contributed to these custom goals empowers you with the right data to prove and improve your marketing strategy.
It’s helpful to have the marketing funnel in mind when setting your goals.
I’d like to introduce you to the goal setting methodology that I successfully use in my own business.
The OKR methodology:
O = objective
KR = key result
How it works:
Assign objectives and key results (OKRs) to every part of your marketing funnel rather than assigning them by channel.
As a small business owner, you likely don’t have someone working on every marketing channel. It’s faster to build one channel at a time than multiple channels at once. Plus, you can move one community to another once you have loyal fans and customers. Remember: Focus and finish is better than say and spray.
How to get started:
Your objective (O) is a qualitative goal.
Your key result (KR) is a quantitative measurement you use to track your progress on your objective.
Next, you define marketing tactics to reach your KRs.
Now, you align the marketing channels and your resources to hit your OKRs.
O = I want to increase my brand awareness.
KR 1 = I need to reach 20 PR placements in relevant media publications.
KR 2 = I need a 10% increase in my social following on LinkedIn.
KR 3 = I need a 20% increase in traffic to my blog content.
Tactic 1 = I need to reach out to 45 publishers in my industry next week.
Tactic 2 = I need to engage more with people’s content on LinkedIn that are in my target audience. I need to share 10 posts a week, comment on 15 posts a day, react to 20 posts a day and private message 5 connections a week to build deeper relationships. I need to post more often and higher-quality content on LinkedIn and in addition to posting on 9AM on Mon and Wed, I’ll post on Fridays too.
Tactic 3 = I need to promote my blog articles more. I will include a link to one blog post in every other email newsletter of my weekly newsletters and share one blog post a week on each of the social networks I am on. Additionally, I will boost these posts for $10 a day for 28 days.
Implication = I will invest 40% of my marketing budget to reach my objective of getting more brand awareness which serves the awareness stage of the funnel; of which I will invest a third each in the tactics that serve my KRs.
The top 4 marketing goals small businesses like yours have:
Building brand awareness and engagementGenerating a high volume of qualified leadsEstablishing thought leadershipAttributing marketing activities to revenue generation
To reach Monique by email
How Does the Gig Economy Create Great Experiences w/Greg Kihlström
On this Episode # 53, Steve is joined by Greg Kihlstrom, Co-Founder and Co-CEO of www.careergig.com, a Freelance Platform that brings people together. Their reputation and matching platform helps both companies and freelancers find each other, saving time to focus on creating great work together. CareerGig is the platform both freelancers and companies rely on for the assurance, reliability and sense of community needed in the growing gig economy. Greg is also the author of the book The Agile Workforce.
To get in touch with Greg:
(Company: The Agile World)
Greg's Podcast: The Agile World with Greg Kihlstrom
The Science of CX is a groundbreaking new weekly podcast developed to address the millions of businesses that need to learn techniques to compete better in today’s business landscape, by using CX as the cornerstone of a new strategy.
Join Steve Pappas in the lab as he puts his 25+ years to the test to make your business soar, grow and accelerate.
Learn how to turn new customers into the most loyal customers and be on the mind of everyone in town. Whether you’re a beginner or seasoned expert, you will learn something useful in each and every episode.
CXpert - interviews with CX Leaders and Influencers that have made it their business to treat customers like a million. Steve, will use his years of CX-Centric business knowledge to bring out cool ideas for every business owner or leader to learn new techniques and also avoid some pitfalls.
Dina and Don Ortiz: To Better Grow the Business Try to Solve the Problems Not the Symptoms
In this Episode #52, I got a chance to sit down with Dina and Don Ortiz. They have been pleasing audiences around the world and especially to the US Troops on bases in many foreign countries with their band. Dina and Don are incredible people and souls that are built on the premise of the customer deserves the best, but along the way they built a very unique business out of pleasing their audiences. Join me as we talk about what it takes to build a real people pleasing business in the music industry.
We also got to talk about their book 31 Cents to 43 Countries, Hardcore Tips To Increasing Profits :
#1 Amazon Release in Outsourcing and Entrepreneurship
Winner in the 2020 IAN Book of the Year Awards for Outstanding Non Fiction Business/Sales/Economics Category
From performing as a street musician to meeting and starting with only 31 cents in their pockets collectively, Dr. Dina Preston-Ortiz and husband Don Ortiz have successfully performed in 43 countries and 26 global tours without management or record deal. By working with the Department of Defense Armed Forces Entertainment division, U.S. State Department and Fortune 500 companies they bring a message of how-to guide and lead SUCCESS in dynamic environments!
Dina and Don are passionate about entrepreneurial thinking. As international speakers, they enjoy sharing their expertise on how to launch and grow companies in environments of constant change. They love coaching on how to capitalize on the unknown while finding solutions in difficult situations and growing the bottom line organically.
Here is the sketch note for this fun episode:
Check out their music here: https://dinaprestonband.com/
Visit their website here: https://deospeaks.com/
Subscribe to Dina Preston Band on YouTube
Connect with Don and Dina and subscribe on LinkedIn, Facebook, Twitter, and Instagram
Alicia Butler Pierre: Business Operations Were Never Really Sexy...Until Now
Today, Steve uncovers some of the missing links in business operations. Steve's guest is Alicia Butler-Pierre, CEO of Equilibria, Inc.
Check out the Sketchnote of this episode with Alicia.
Alicia Butler Pierre is the founder and CEO of Equilibria, Inc., a 15-year-old operations management firm. She specializes in increasing bandwidth for fast-growing organizations via business infrastructure. Alicia has a B.S. in Chemical Engineering from Louisiana State University, an MBA from Tulane University, and a Lean Six Sigma Black Belt certification. Combined, her content has over three-quarters of a million views across various online platforms. Alicia hosts the weekly Business Infrastructure: Curing Back Office Blues podcast. She’s also the author of the 2x Amazon bestseller, Behind the Façade: How to Structure Company Operations for Sustainable Success. Committed to doing the right things the right way, Alicia's mantra is "to leave it better than you found it."
Alicia's Contact Details:
Good learnings - CX
Steve Pappas is an insightful and engaging host who offers real-life information on how to positively impact our customer’s experience and to turn them into valuable brand ambassadors. His creative approaches make this podcast worth my listening time!
Finally, a business podcast worth the time
I’m a podcast junkie who’s been disappointed by business podcasts made by businesspeople. “The Science of CX” has proven a pleasant surprise. The host combines interesting ideas with a great—I mean a great!—natural speaking ability. The length is ideal, too, right in that Goldilocks zone of not too long and not too short.