Customers First Podcast

Tacey Atkinson
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Customers First Podcast

The Customers First Podcast with host Tacey Atkinson. Here we engage in Customer-Centric Conversations with industry experts from around the globe to discuss strategies to deliver Magical Customer Experiences. Thank you for tuning in, becoming Magic Makers, and I look forward to us sitting down to more valuable conversations in the future. Remember..... Customer-Centric Cultures Create Magical Customer Experiences. Go Spread the Magic!

  1. The Power of Brand Storytelling with Tim Kalinowski

    -1 J

    The Power of Brand Storytelling with Tim Kalinowski

    On this episode of the Customers First Podcast, I discuss the transformative power of customer experience and brand storytelling with Timothy Kalinowski, president of Lore. A master storyteller and brand strategist, Tim empowers brands to connect meaningfully with their audiences.  Tim shares his journey from marketing enthusiast to leading branding figure, recounting his motivation to establish Lore a decade ago. Frustrated with traditional agency inefficiencies, he aimed to create a firm that prioritized effectiveness and client satisfaction.  We delve into the principles of brand storytelling, emphasizing the importance of making customers the heroes of their narratives. Tim highlights that understanding the customer journey is crucial for transforming marketing tactics into meaningful experiences that inspire action. He introduces his "secret sauce" for effective communication: delivering value quickly, making content digestible, and spurring curiosity. We also discuss the delicate balance between being a story's hero and mentor, using relatable examples, like marketing manufacturing products, to showcase how emotional resonance can drive customer engagement. Tim emphasizes that focusing on customer emotions—rather than just product features—can significantly influence purchasing decisions.  This episode offers practical insights and inspiration for cultivating customer-centric cultures that foster exceptional experiences. I encourage you to apply Tim's wisdom to enhance your brand's relationship with its audience.   Tim's Contact Information: Website: loretold.com LinkedIn: @timothykalinowski   Tacey's Contact Information:  Website: www.taceyatkinson.com   All Social Media: @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!

    40 min
  2. Unreasonable Hospitality with DJ Soults

    11 FÉVR.

    Unreasonable Hospitality with DJ Soults

    In this episode of the Customers First Podcast, I chat with DJ Soults, the first certified Unreasonable Hospitality Coach. DJ reveals how businesses can elevate customer experiences by going above and beyond expectations. He shares his transformative approach that helps organizations turn ordinary customer interactions into extraordinary ones. Our conversation dives into practical strategies for both attracting new customers and delighting existing ones—a crucial element often overlooked. DJ reflects on his decade-long journey with Illuminated, a digital agency focused on creating meaningful client connections. He emphasizes that nurturing existing relationships can yield greater returns than always chasing new leads.  Central to our dialogue is the concept of Unreasonable Hospitality, popularized by Will Gadara. DJ distinguishes between service (the transactional aspect) and hospitality (the relational approach), highlighting how personalization can make clients feel truly valued. He illustrates his points with compelling stories, including insights from the renowned Eleven Madison Park restaurant on enhancing customer interactions.  We tackle common misconceptions about customer journey mapping and DJ provides practical advice for businesses to identify areas for improvement without breaking the bank. His empowering message underscores that a proactive mindset can lead to significant enhancements in customer satisfaction.  This episode is packed with actionable takeaways, inspiring business owners to create exceptional customer experiences that drive loyalty and growth. Tune in for a fresh perspective on making customer relationships truly remarkable!   DJ's Contact Information: Website: illuminatedagency.com LinkedIn: @djsoults   Tacey's Contact Information:  Website: www.taceyatkinson.com   All Social Media: @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!

    27 min
  3. Customer Experience IS the Foundation for Blue Collar Trades with Brad Huebner

    4 FÉVR.

    Customer Experience IS the Foundation for Blue Collar Trades with Brad Huebner

    On this episode of the Customers First Podcast, I have an inspiring conversation with Brad Huebner, a former Marine and dedicated business coach specializing in guiding contractors. Based on his military experience, Brad underscores the vital leadership, determination, and perseverance qualities that shape his coaching approach. With a remarkable track record of over 2,500 construction projects, he is committed to helping tradespeople navigate the complexities of building resilient and principled businesses.  Brad's unique journey—from aspiring architect to Marine to successful business owner—has equipped him with invaluable insights. After confronting the challenges of entrepreneurship, he embraced coaching as his true calling, igniting a passion for helping others succeed without sacrificing their values.  Throughout our engaging discussion, we address a pressing issue in the construction industry: the balance between quality and quantity in work output. Brad openly acknowledges today's challenges while affirming that most contractors strive to deliver exceptional experiences.  We delve into the critical importance of the customer experience, with Brad passionately advocating for a mindset shift among contractors. By embracing their roles as consultants rather than salespeople, contractors can cultivate genuine connections with clients, greatly enhancing overall satisfaction.  As we wrap up, Brad emphasizes effective communication as a cornerstone of success in all interactions, reminding us that fostering customer-centric cultures unlocks the potential for transformative experiences. Whether you're a seasoned pro or a newcomer to the industry, Brad's insights guide you, helping you overcome challenges while remaining true to your core values.    Brad's Contact Information: Website: hammerandgrind.com LinkedIn: @bradhuebner   Tacey's Contact Information:  Website: www.taceyatkinson.com   All Social Media: @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!

    33 min
  4. Customer-Centricity in the Luxury Residential Marketplace with Sam Mizrahi

    28 JANV.

    Customer-Centricity in the Luxury Residential Marketplace with Sam Mizrahi

    On this exciting episode of the Customers First Podcast, I enjoyed chatting with Sam Mizrahi, a trailblazer in Canada's luxury residential market and the visionary behind Mizrahi Developments. We dive into his latest landmark project, The One, poised to redefine the Toronto skyline as Canada's tallest skyscraper at an impressive 85 stories. Sam's journey began at just 16 when he jumped into entrepreneurship and explored various industries before finding his true calling in real estate. He shares his innovative approach to bridging the gap between custom homes and luxury condos, aiming to create not just buildings but unique living experiences. With The One, he's forging a new standard in luxury, treating every unit as a bespoke creation rather than a cookie-cutter product.  We discuss his collaboration with renowned architect Norman Foster and how they've designed The One to be an engineering marvel, complete with an eye-catching hybrid exoskeleton that elevates the surrounding community. Sam also emphasizes his commitment to quality craftsmanship, ensuring his projects' elegance and functionality meet seamlessly.  Beyond the architecture, Sam's philosophy centers on community impact and philanthropy. He believes that developers have a responsibility to give back, fostering a culture within Mizrahi Developments that prioritizes social responsibility alongside profit. This episode celebrates innovation, ambition, and the transformative power of a customer-first approach in real estate. Sam Mizrahi's wisdom is thought-provoking for those in the development industry and anyone pursuing ambitious goals in their field. Join us as we explore the magic that can happen when customer experience is prioritized, dreams are realized, and innovative designs take shape in the heart of our cities.   Timestamps: 5:39:Transition to Iconic Skyscrapers 7:57: Customizing Luxury Homes 10:20: Architectural Vision for The One 21:03: Philanthropy and Leadership 23:13: Advice for Resilient Entrepreneurs   Sam's Contact Information: Website: Mizrahi Developments Instagram: @mizrahidevelopments   Tacey's Contact Information:  Website: www.taceyatkinson.com   All 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!

    34 min
  5. Leadership and the 7 Levels of Awareness with Jesse McCullough

    21 JANV.

    Leadership and the 7 Levels of Awareness with Jesse McCullough

    On this episode of the Customers First Podcast, I have an insightful conversation with Jesse McCullough, founder of Keystone Pharmacy Insights and a leadership coach. After his Customers First record-breaking Spotify episode in 2024, Jesse returns to discuss leadership and awareness, sharing his journey from a farm kid to a pharmacist and his leadership challenges in various sectors.  A key moment in Jesse's life came in 2014 when he discovered we could cultivate leadership skills. This discovery led him to a decade of study with the John Maxwell team. Jesse emphasizes that everyone deserves to be led well and that improved leadership is universally necessary.  Our discussion highlights the Seven Levels of Awareness framework, which promotes an understanding of leadership dynamics. Jesse explains that everyone can progress through these levels, offering practical insights to enhance personal and professional relationships. He stresses the importance of recognizing emotional states in patient care and shares his belief in maintaining a growth mindset.  Jesse also highlights self-reflection and accountability as pivotal for leadership development. He provides actionable tips, like setting reminders and seeking feedback, emphasizing that fluctuating between levels is part of the leadership journey.  In this episode, Jesse's perspective on overcoming complexities in the pharmacy sector showcases the importance of continuous learning and community engagement. Ultimately, the conversation encourages leaders to embody the qualities they wish to see in others and foster transformative customer experiences through effective leadership. Jesse's insights underscore the power of reflection and growth, advocating for a customer-centric culture where everyone can contribute positively.   Timestamps: 5:35: The Seven Levels of Awareness 8:09: Benefits of Applying Awareness Levels 12:06: Describing Each Level of Awareness 24:32: Navigating Through Levels of Awareness 35:11: Self-Reflection and Accountability   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!

    46 min
  6. Relationship Building is Marketing with Brian Kurtz

    14 JANV.

    Relationship Building is Marketing with Brian Kurtz

    On this episode of the Customers First Podcast, Tacey chats with Brian Kurtz, founder and CEO of Titans Marketing LLC, who shares insights from his extensive career in direct marketing and his book, "OverDeliver." Brian emphasizes creating extraordinary customer experiences and building relationships in today's competitive landscape.   He shares his journey from an English major to a pivotal role at Boardroom Inc., highlighting the significance of understanding customers as real people. The conversation covers the power of storytelling in marketing, the value of over-delivering to foster long-term loyalty, and the integral role of customer service in overall marketing strategy.   Brian also discusses the need to protect frontline team members, which is crucial to customer relationships, and suggests innovative ways to empower them. Towards the end, he highlights how businesses can differentiate themselves in a crowded marketplace by avoiding commoditization and focusing on unique offerings and exceptional service. His passion for relationship-building and continual learning reinforces that true success is grounded in genuine customer connections.   Timestamps: 9:42:Customer Service as a Marketing Function 16:41:Premium Experiences and Customer Loyalty 20:45:Safeguarding Customer Service Teams 25:17:Differentiating in a Competitive Marketplace 31:46:Building Relationships in Business   Brian's Contact Information: Website: http://briankurtz.net/ Book Link: http://www.overdeliverbook.com/   Tacey's Contact Information: All Social Media: @taceyatkinson Let's Create Magic Together! 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!

    40 min
  7. Deep Dive into Employee Engagement with Asha Sarode

    7 JANV.

    Deep Dive into Employee Engagement with Asha Sarode

    On this episode, Tacey dives into the essential elements of employee engagement with Asha Sarode, founder of Uniquity Consulting. With her extensive background in various industries, including healthcare, law, and technology, Asha brings a wealth of knowledge about the complexities of workplace culture and the unique individual contributions needed to foster a thriving environment. Asha shares her enlightening realizations from her past work experiences, where she often felt confined to narrow perceptions that did not reflect her diverse skill set. This sense of being "put into a box" was not an isolated incident; it reflected a common struggle faced by many employees who feel confined by their roles. Asha emphasizes the importance of understanding each employee's distinct qualities, needs, and interests. To address this issue, she reveals how her method stems from listening to individuals share their adverse experiences in the workplace, guiding her to create tools and workshops to unlock genuine employee engagement. We then explore the concept of employee engagement, the definition of which is an individual's emotional investment in their work and company. We discuss the perplexing statistic of "quiet quitting," where approximately half of the workforce is disengaged, leading to immense losses in productivity. Asha effectively outlines the critical signs of disengagement, including silence, avoidance of feedback, and reliance on workarounds that overlook deeper issues—warning signs that managers should not ignore. As we continue the conversation, Asha emphasizes the role of psychological safety in fostering engagement. She discusses how fear can inhibit contribution and collaboration, breaking down the four types of fear that keep employees from fully engaging. From the fear of exclusion to the reluctance to challenge the status quo, Asha provides actionable insights for managers to create environments where employees feel safe speaking up and sharing their ideas.  Asha passionately advocates for understanding the human connection in the workplace, explaining that these emotional elements have just as quantifiable an impact on productivity as traditional metrics.    Timestamps: 5:30: Understanding Employee Engagement 12:17: Signs of Disengagement 14:39: Fostering Engagement Strategies 17:13: The Impact of Fear on Engagement 23:27: Exploring Personal Connections   Asha's Contact Information: Website: www.uniquityconsulting.co Instagram & LinkedIn: @uniquityconsulting   Tacey's Contact Information: All Social Media: @taceyatkinson Website: https://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!

    33 min
  8. Simple Experiences Build Brand Loyalty with Matt Lyles

    31/12/2024

    Simple Experiences Build Brand Loyalty with Matt Lyles

    On this episode of the Customers First Podcast, I have an enlightening discussion with Matt Lyles, a distinguished keynote speaker and customer experience consultant. We explore the profound impact of simplicity in creating memorable customer experiences. With an extensive background in brand management at FedEx, Matt shares valuable insights into how he has transformed customer experiences across diverse sectors, emphasizing his passion for fostering loyalty through simplicity.    We dive deep into the concept that while creating a magical customer experience is critical, it must rest upon a foundation of simplicity. Matt argues that in our increasingly complex world, consumers gravitate to brands that can streamline their experiences. It's not about making things easier for businesses; it's about understanding and alleviating customers' hurdles in their brand interactions. Matt highlights research findings that showcase the benefits of prioritizing simplicity, revealing that 64% of consumers are willing to pay more for a straightforward experience, and 78% are likely to recommend brands that deliver such experiences.   A compelling part of our conversation centers around the practical application of simplicity in customer interactions. Matt introduces the "SIMPLE" acronym, breaking it down into six actionable behaviours: Simple Never Stops, Innovate to Stay Ahead, Minimize Barriers, Prune it Back, Lose the Jargon, and Empathize with Your Customer. Each behaviour emphasizes continuously refining processes to meet customer needs while minimizing friction throughout the customer journey.   Moreover, we must tackle customer experience misconceptions, particularly reducing customer service to a mere function rather than recognizing it as an integral part of the overall brand interaction. This mischaracterization leads to missed opportunities for fostering deeper relationships with customers. Matt reinforces that customer-centricity means placing the customer at the heart of every decision, fundamentally altering how companies view their operations.   Timestamps: 8:30: Benefits of a Simple Experience 12:50: Introducing the SIMPLE Acronym 14:57: Exploring SIMPLE Behaviors 28:08: Empathizing with Customers   Matt's Contact Information: All Social Media: @mattlyles Website: mattlyles.com Download Link: Simple Playbook   Tacey's Contact Information: All Social Media: @taceyatkinson Website: https://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!

    38 min
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À propos

The Customers First Podcast with host Tacey Atkinson. Here we engage in Customer-Centric Conversations with industry experts from around the globe to discuss strategies to deliver Magical Customer Experiences. Thank you for tuning in, becoming Magic Makers, and I look forward to us sitting down to more valuable conversations in the future. Remember..... Customer-Centric Cultures Create Magical Customer Experiences. Go Spread the Magic!

Informations

  • Création
    Tacey Atkinson
  • Années d’activité
    2021 - 2025
  • Épisodes
    198
  • Classification
    Tous publics
  • Copyright
    Customers First ©2023
  • Site web de l’émission
    Customers First Podcast

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