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. Trusted: The Proven Path to Customer Loyalty and Business Growth with Natalie Doyle Oldfield

    -5 J

    Trusted: The Proven Path to Customer Loyalty and Business Growth with Natalie Doyle Oldfield

    On this episode of the Customers First Podcast, I welcomed back Natalie Doyle Oldfield, founder of Success Through Trust and author of her newly released book, "Trusted: The Proven Path to Customer Loyalty and Business Growth." Natalie's expertise in trust-based relationships serves as a cornerstone for businesses aiming for customer satisfaction and deeper loyalty and growth. We dive into the journey that led her to write her second book and the significant findings derived from her research into the essence of customer trust. Natalie shares her passion for understanding the motivations behind consumer behaviour and the crucial role trust plays in whether businesses succeed or falter. We delve into the eight principles outlined in "Trusted," starting with the necessity of deep listening imbued with empathy and compassion. It is about understanding and validating the other person's experiences and perspectives, which is vital in any professional engagement. As we unpack the subsequent principles, Natalie emphasizes the importance of clear, honest, and transparent communication. Our conversation also touches on behaviours that can erode trust, including inconsistency and dishonesty, and how leaders can operationalize trust-building practices within their teams. As our dialogue unfolds, it becomes clear that genuine trust is the path to customer loyalty. Natalie urges listeners to recognize that relationships are at the heart of every successful business transaction, emphasizing that when individuals feel trusted and valued, they are likely to reciprocate that loyalty. Throughout this episode, it's evident that trust is not just an abstract concept; it is a measurable and actionable factor that every business can aspire to enhance. To fully grasp the depths of these principles and the practical insights shared, I encourage you to pick up a copy of Natalie's book, "Trusted." You'll find a wealth of information and actionable steps to implement immediately to foster trust in your organization. Timestamps: 5:12: Principles of Trust Unveiled 12:29: Communicating with Clarity 25:45: Commitment to Long-Term Relationships 31:14: Best Practices for Long-Term Success   Natalie's Contact Information: LinkedIn: @nataliedoyleoldfield Website: https://www.successthroughtrust.com Book Link: Trusted   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 Spread the Magic!

    46 min
  2. Wow Employees So They Wow Customers with Vance Morris

    10 DÉC.

    Wow Employees So They Wow Customers with Vance Morris

    On this episode of the Customers First Podcast, I enjoyed engaging with Vance Morris, a former Disney executive and founder/owner of Deliver Service Now. With an impressive background that includes a decade at Walt Disney World, where he played a pivotal role in the design and operation of Chef Mickey's, Vance brings a wealth of knowledge on customer experience and service excellence. We explored his transition from the corporate world to entrepreneurship, delving into his mission to help businesses implement Disney-inspired service models that delight customers and drive profitability. Vance emphasized the crucial role of customer experience as the ultimate differentiator in today's competitive landscape. Drawing from personal anecdotes, he shared insights on how even mundane tasks can elevate the customer experience. For instance, Vance recounted his early days of delivering newspapers, highlighting how attention to detail rooted in customer preferences shaped his understanding of service excellence. At Disney, he learned that every detail contributes to the overall experience, setting the stage for his methodologies. One of the highlights of our conversation was Vance's framework outlined in his book Systematic Magic, where he introduced the seven magic keys to "Disney-fy" businesses. Each key plays a vital role in crafting memorable customer interactions. An important takeaway was his view that details either enhance or detract from the experience. He urged listeners to conduct evaluations of their businesses to recognize the subtle elements that might influence customer perception. Lastly, we explored the synergy between all these elements through Vance's equation for business success. He explained how combining employee experiences, quality customer experiences, quality business practices, and effective direct-response marketing leads to sustainable profits. This holistic approach challenges businesses to look beyond traditional metrics and aim for comprehensive customer and employee engagement. Timestamps: 5:11: Seven Magic Keys to Disney-fy Businesses 12:41: The Importance of the Wow Component 18:02: Employee Magic and Customer Experience   Vance's Contact Information: Website: https://go.deliverservicenow.com/ LinkedIn: @VanceMorris Free Book: https://yes.deliverservicenow.com/deliver-service-now   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 Spread the Magic!

    38 min
  3. Utilizing the Season to Enhance Customer Experience with Amy Kehs

    3 DÉC.

    Utilizing the Season to Enhance Customer Experience with Amy Kehs

    On this episode of the Customer's First Podcast, I am thrilled to welcome back Amy Kehs, a brand strategist and communication expert dedicated to enhancing museums' experiences through effective public relations. With a rich history in the museum sector and a successful business, Kehs Communications, she has focused on empowering museums through a unique initiative called Love My Museum. In our engaging conversation, we explore various strategies museums & other businesses can implement to enhance customer experiences during the holiday season, making each visit memorable for families and individuals. As we dive into the holiday season, Amy unveils a series of innovative ideas to maximize community engagement. We discuss the power of seasonal decorations and themed exhibits, which enliven a museum's atmosphere and create a sense of warmth and nostalgia among visitors. Kehs emphasizes how such initiatives can establish lasting community connections, turning a simple museum visit into a cherished family tradition. Furthermore, she illustrates how other businesses, such as restaurants and retail stores, have successfully adopted similar concepts to enhance customer loyalty. Transitioning to actionable tips, we explore the importance of themed tours and interactive family activities that can bring a unique flair to any organization. By creating holiday-themed experiences, museums can invoke a sense of wonder and enjoyment for visitors of all ages. We highlight the value of crafting tailored experiences that resonate with your audience, urging museums to stay consistent with their brand messaging. Amy points out the potential pitfalls of marketing strategies that differentiate between various audience segments, emphasizing that a cohesive approach is essential for creating a seamless customer experience. The dialogue also highlights the significance of gift shops or stores within museums. By transforming these spaces into holiday destinations, museums can create additional touchpoints for visitor engagement and offer curated products that reflect community and holiday spirit. Amy encourages museums to provide small tokens of appreciation that visitors can carry home, reinforcing their connection to the organization. These gestures enhance the customer experience and encourage repeat visits and long-term loyalty. With all of these insights shared, I hope this episode inspires our listeners—whether they are part of a museum or any customer-centric business—to embrace new strategies for enhancing customer experiences and creating magic in their communities during the holiday season and beyond. Timestamps: 3:50: Holiday Season Strategies for Customer Experience 9:50: Community Engagement Through Decor 13:24: Interactive Family Activities for the Holidays 27:37: Making Gift Shops a Holiday Destination 30:38: Creating Lasting Memories for Visitors   Amy's Contact Information: Website: https://www.lovemymuseum.com LinkedIn: @kehscommunication Instagram: @lovemymuseum   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 Spread the Magic!

    43 min
  4. Creating the Leaders of Tomorrow with David Roche

    26 NOV.

    Creating the Leaders of Tomorrow with David Roche

    On this episode of the Customers First Podcast, Tacey has the pleasure of speaking with David Roche, a seasoned professional coach and mentor specializing in aiding first-time CEOs. We delve into David's extensive career journey, which began with a diverse background in retail and eventually led him to establish Grey Area Coaching. He shares insights from his book, "Become a Successful First-Time CEO," a comprehensive guide that has quickly soared to become an Amazon number one bestseller, offering unique strategies and practical advice for aspiring leaders.    As we explore the nuanced landscape of transitioning into a CEO role, David points out the often-overlooked support systems that first-time CEOs require during such monumental shifts. He discusses the precarious balance of external expectations and internal team dynamics that can lead to new CEO failures if not managed carefully. With statistics indicating a staggering loss of market capital due to poorly managed transitions, David stresses the importance of fostering trustworthy relationships and mentoring networks to bridge the gap between selection and effective leadership, providing practical advice that can be applied in various leadership contexts.   We also unpack the critical factors that contribute to successful leadership, drawing parallels to the role of a conductor in an orchestra. David passionately illustrates how a CEO must nurture individual talents within their team and coordinate efforts to ensure that the collective performance exceeds the sum of its parts. His insights on leadership style and team dynamics resonate powerfully, reinforcing that great leaders do not just command; they inspire and cultivate a supportive environment for their teams to flourish. He encourages leaders to embrace the idea that seeking assistance is not a sign of weakness but rather a strategic step toward achieving sustained success.   Timestamps: 12:34: The Challenges of First-Time CEOs 14:58: Importance of Strong Leadership 18:23: Coaching and Mentoring in Leadership   David's Contact Information: LinkedIn: @davidroche Website: https://greyareacoaching.co.uk Link to Book: Become a Successful First Time CEO   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 Spread the Magic!

    38 min
  5. Understanding Company Culture with Eric Stone

    19 NOV.

    Understanding Company Culture with Eric Stone

    On this episode of the Customers First Podcast, Tacey welcomes back Eric Stone, the founder of ClearPath Ventures and author of "Jumpstart Your Workplace Culture. A Roadmap for Igniting High Performance." Eric delves deep into the essence of workplace culture and high performance, shedding light on the principles that can lead organizations toward success.  The heart of the conversation focuses on defining company culture. Eric mentions that culture is essential "behaviours in action"—the alignment between stated values and actual organizational behaviours. This distinction is crucial as we explore how culture can significantly influence an organization's ability to execute its strategies effectively. Eric emphasizes that a company's culture can only be assessed by observing behaviours when leadership isn't present, highlighting the true character of an organization's environment. We touch upon the importance of getting "in the trenches" with teams—a practice Eric advocates for to gain valuable insights that might otherwise go unnoticed. He lays out three key practices: listening, observing, and learning. This approach helps leaders connect with their teams and creates a feedback loop that strengthens the organization's culture. He stresses that the clarity of mission, vision, and core values must guide every decision made within an organization. One of the standout discussions is around overcoming obstacles within workplace culture, where Eric introduces the idea of being a "distraction catcher." He explains that successful leaders must buffer their teams from unnecessary noise, enabling them to focus on achieving key initiatives. Eric's wealth of knowledge and experience equips listeners with actionable strategies for cultivating vibrant workplace cultures. His insights reinforce the idea that a customer-centric culture is beneficial for clients and integral to internal success, urging leaders to create environments that inspire and empower their teams.  Timestamps: 3:40: Understanding Company Culture 8:49: The Role of Culture Carriers 12:18: Roadmap Summit Essentials   Eric's Contact Information: Website: https://clearpathventures.com LinkedIn: @eric-stone-clear-path Book Link: Amazon Link to Book   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 Spread the Magic!

    29 min
  6. The Importance of Customer Feedback with Jaime Valle

    12 NOV.

    The Importance of Customer Feedback with Jaime Valle

    On this episode of the Customers First Podcast, Tacey engages with Jaime Valle, an accomplished customer experience consultant with a robust finance and computer engineering background. Jaime shares his extensive career journey, highlighting his lifelong dedication to customer service across various industries, including finance and pharmaceuticals.  We delve into the challenges of customer feedback mechanisms, particularly the phenomenon of customer fatigue caused by overwhelming surveys. Jaime articulates how companies often inundate customers with requests for feedback, leading to abysmally low response rates—often hovering around 5%. He stresses the importance of strategic communication, emphasizing that a thoughtful approach can enhance engagement without exhausting customers.  Throughout our conversation, Jaime emphasizes the importance of clarity and precision in data collection. He shares practical tips to enhance the effectiveness of surveys, such as asking direct questions about transactional satisfaction rather than ambiguous brand-related inquiries. He also highlights the significance of incorporating a neutral option in surveys, ensuring customers can express their true feelings without being forced to take a side. This episode offers rich insights into the art and science of customer experience, emphasizing the importance of thoughtful analysis, strategic communication, and the vital role of customer feedback in driving business success. Jaime's expertise and passion for customer-centricity shine throughout our discussion, making it a valuable listen for anyone looking to enhance their organization's approach to customer experience. Timestamps: 6:14: Risks of Over-Surveying 11:36: Moments of Truth in Customer Journeys 14:56: Utilizing Data Without Surveys 26:11: Understanding Net Promoter Score   Jaime's Contact Information: LinkedIn: https://www.linkedin.com/in/jaimevuk/ Email: jaime@teresamonroe.com   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 Spread the Magic!

    36 min
  7. Customer-Centric: From Promise to Performance with Laura Richard

    5 NOV.

    Customer-Centric: From Promise to Performance with Laura Richard

    This episode of the Customers First Podcast features an insightful conversation with Laura Richard, a principal at Level 5 Consulting. Her significant contributions to customer-centricity and leadership in consulting have been widely recognized. Laura articulates the importance of customer experience as a core driver of business success, highlighting her belief that genuine customer connection stems from deeply understanding their needs and expectations. Laura introduces us to the concept of customer centricity and shares her insights on the seven dimensions that define this approach. She emphasizes the need for organizations to promise value to their customers and consistently deliver on that promise.  Laura discusses the continuous evolution of customer experience and shares her framework for improvement. This framework underscores the necessity of gathering voice-of-customer insights and fostering cross-functional collaboration.  We further delve into Laura's customer-centric maturity model, focusing first on the promise aspect and its three core dimensions: Establishing a clear brand promise Having a fact-based understanding of customer behaviour Concentrating on meaningful moments in the customer journey Transitioning to the performance side, Laura highlights four critical dimensions: Maintaining consistent collaboration. Centering customer needs in decision-making processes. Measuring customer outcomes effectively. Committing to long-term investments in customer-centric initiatives. This episode is a rich resource for anyone interested in elevating their organization's customer experience through a strategic, consistent, and collaborative approach. It ultimately embraces the belief that magic happens when organizations prioritize customer centricity.   Laura's Contact Information: LinkedIn: @laurakrichard Take Level5’s customer centricity maturity survey: https://www.research.net/r/L5CxMaturity. This will provide you with a free personalized report.   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 Spread the Magic!

    34 min
  8. The "Road Trip" Your Customer Journey Creates with Shaun Whynacht

    29 OCT.

    The "Road Trip" Your Customer Journey Creates with Shaun Whynacht

    On this episode of the Customers First Podcast, Tacey explores customer journeys with Shaun Whynacht, founder of Blue Cow Marketing. With over 12 years of experience simplifying businesses' marketing efforts through automation and customer journey optimization, Shaun brings a wealth of knowledge and strategies to the table. They explore how marketing automation helps companies enhance their customer experiences. The conversation shifts towards understanding the importance of crafting seamless customer journeys. Shaun presents a compelling analogy of viewing the customer journey as a road trip, emphasizing the various paths customers may take, from first learning about a business to making a purchase. He stresses that businesses must plan the ideal customer experience and recognize that not every customer travels the same route. Shaun argues for the importance of accommodating various touchpoints and potential roadblocks, likening the process to creating a magical experience akin to a Disney theme park. Shaun elaborates on the quintessential idea that a consistent customer journey drives customer retention and loyalty. He shares practical insights on how a mapped-out customer journey can help maintain quality across interactions and empower businesses to scale effectively. As the discussion progresses, they delve into Shaun's seven-step strategy to elevate the customer experience. Each step—from knowing your customer to personalizing interactions and over-delivering on expectations—unfolds with real-world examples from Shaun's extensive career. He emphasizes the value of personalization in enhancing customer experiences and underscores the necessity of listening to customer feedback. This feedback loop is integral to refining the journey and ensuring businesses remain aligned with their customers' evolving needs.  This episode is packed with actionable insights and lively conversation. It aims to help businesses enhance their customer experiences and ensure that every interaction aligns with the values of customer-centric cultures.    Shaun's Contact Information: Website: https://www.bluecowmarketing.ca/ LinkedIn: @shaunwhynacht Instagram: @bluecowmarketing   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 Spread the Magic!

    46 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 - 2024
  • Épisodes
    189
  • Classification
    Tous publics
  • Copyright
    Customers First ©2023
  • Site web de l’émission
    Customers First Podcast

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