Category Archives for "Customer Service"

Joe Calloway

Featured Interview with Joe Calloway

Business Author, Consultant and Speaker

Joe Calloway, author of Magnetic, talks with Bill Ringle about being intentional about attracting new business and satisfying your existing customers.
Key points that you’ll learn from this interview:
  • The importance of committing to make every business experience to be a positive one for all involved
  • How to get more positive WOM (word of mouth)
  • The single most important strategic asset for many companies and how it relates to your relationship with your customers.
  • What he said to correct a misunderstanding, even when it came at significant out-of-pocket expense to replace 600 of the wrong title books sent to the meeting planner

Interview Insights

Click to Read the Show Notes

1:03 Calloway recounts his childhood experience with entrepreneurship despite growing up in a small town with a father who was not, by any means, an entrepreneur.

1:53 “From an early age I was into selling stuff. I mowed a million yards, I raked a trillion yards. I think part of that came from my dad…if there was something special that I wanted, he would say ‘That’s great, how much money do you have saved up?’”

3:00 How Calloway transitioned from an interest in politics to a career in business.

3:49 [Recalling a stint in a real estate agency] – “The way I got paid was based on how much all the agents made, it was based on all the reveNue generated in the firm, and that’s where I got big by the bug of ‘What can I come up with or what can I pass along in terms of ideas that will help other people be more successful?’ Because the more successful they were, it had an absolute direct impact on my own income.”

5:00 “I just am really good at paying attention. And that was my technique and my method, and I do it to this day, my job is to study the marketplace, and to look for individuals and organizations, businesses large and small, across the board, every kind of industry, and profession, and business you can imagine, and what I look for is quite simply this: who are the ones who are the market leaders who are successful and able to sustain that success?”

5:55 “What is it that top performers do that any of us could do, if we just chose to?”

6:18 “It’s not easy to succeed in business, but it’s not a mystery. I don’t believe there are any secrets to success. I think the ideas that work are right out there in the open for all of us. So it’s a matter of getting intentional about using those ideas and doing the hard work necessary to execute on those ideas.”

7:58 Calloway describes why it’s important for people in his industry to stay relevant.

8:17 “I have to stay relevant, which means I’ve got to stay current on what is working in the marketplace.”

8:31 [On being hirable as a speaker] – “I work really hard at having a deep understanding of who is in my audience.”

9:04 The significance of tying what you’re speaking about to the audience you’re addressing, regardless of whether or not you’re an industry expert.

9:26 “You can have what you think is the greatest idea in the world, and be very passionate about it, but if other people don’t want it, if they don’t see the need for it, then you’ve got a hobby, you don’t have a business.”

11:00 Calloway asks the question: What’s the competitive advantage of being easy to do business with?

13:05 [On how to address people in an industry you’re not an expert in] – “What I can do is help make the link between ‘Here’s the principle, here’s the illustration of it, and here’s quite clearly what it has to do with you and your business.’”

14:20 “I perceive myself as being more of a facilitator than a speechmaker, because…I want to facilitate their thinking in a way that’s useful when they go back to work.”

14:50 [On what small businesses all say] – “How do I get customers, keep customers, and attract more customers?”

15:25 “It’s not what you say about yourself that matters one way or another, it’s what other people are saying about you, it’s what your customers are saying.”

16:08 [On using the internet and social media to you’re advantage] – “My biggest energy isn’t about what I post on social media, it’s about being intentional about creating a customer experience that is so compelling that my customers are saying things that drive new business to me.”

16:35 [On the worth of positive word of mouth] – “The biggest force in being magnetic is passed through word of mouth.”

17:25 The story of Western Water Works California and what they’ve done to become a market leader.

19:58 “The single greatest competitive advantage out there is satisfied customers.”

21:30 [On not apologizing to customers] “A lot of businesses [who] find themselves apologizing frequently to customers – well, hello, that’s a clue that you need to back up and solve whatever’s causing you to have to apologize.”

21:50 How a humble response to an honest mistake – but a big one since he sent 600 of the wrong title books sent to the meeting planner – kept chaos at bay and even made the situation better than expected.

23:14 “The point though is this, you don’t argue with a customer, you make it right, and you make it right so overwhelmingly that they say, ‘Ok, you just knocked my socks off. I’m going to talk about this.’

25:28 A nod to Warren Buffett and a discussion of the importance of using “no” to narrow your focus.

26:30 “Over the years, little by little, I’ve learned that it makes me a lot of money over the long haul to stick with what I do best and let other people do what they do best.”

27:45 How having a low tolerance level for jerks can be an effective filter in creating new business.

28:35 “I think it serves people really well to say ‘No’ more often, because it actually creates opportunity for the right things.”

29:20 Why you should say no to or walk away from those clients whose philosophy is in conflict with your philosophy.

31:15 [On saying no to clients who will be a drain on your energy] “Even though it’s money, it’s not good money.
32:35 The story of the Saint Paul Saints and how the owner’s dedication to hiring great people and getting out of their way makes the organization successful.

34:48 [The Saint Paul Saints method] – “If you hire the right people, you can totally turn them loose as long as they understand the direction that the business is going, you’ll be successful.

35:07 [The Saint Paul Saints method cont.] – “Fun is good.”

36:51 Pig-asso the baseball delivering pig.

37:10 “If people like doing business with you, that is a competitive advantage.”

37:55 How Old Dominion Trade Line simplifies their company language to encourage personal responsibility and ensure employees’ high performance.

40:00 [Paraphrasing Steve Jobs] – “If you can make things simple, you can move mountains.”

41:27 [On how expanding focus can lead to losing magnetic mojo] – “One trap that’s easy to fall into is to say ‘We could also do this, and we could also do that, and we can also this service, and we could also offer those products.’ Which might be the right thing to do, but we often stretch ourselves way beyond where we should be in terms of trying to do too many things.”

42:16 “For every ten ideas I have, for nine of them the market says ‘No, I don’t think so.’”

43:19 “You have to change to stay relevant. You have to improve, you have to innovate. But you’ve always got to create value in the eyes of the customers, otherwise it won’t work.”

43:45 [On reevaluating inventory] “We all need to periodically sit down with ourselves or with our teams and ask ‘Where are we spending way too much energy?”

46:02 Calloway’s daily rituals for productivity and success.

47:28 “You have to work at constantly being sure that you, and everyone else, are focused on what is most important.”

Expert Bio

Joe Calloway is a business author, consultant, and speaker who has served Coca Cola, Verizon, and American Express among other well-known corporations. He also works with medical practices, law firms, and a range of professional services groups. Joe is the Executive in Residence at the Belmont University Center for Entrepreneurship.

Joe is the author of Be the Best at What Matters Most and five other business books that have been well-received by publications like the The New York Times, Retailing Today, and Publisher’s Weekly.

His latest book is Magnetic: The Art of Attracting Business.

For more information, visit Joe’s website.

Contact Info for Joe Calloway

Web address: www.JoeCalloway.com

Travels from: Nashville, TN

Phone: (615) 429-7600

Contact:
LinkedIn Facebook Twitter

Resources Mentioned by Joe Calloway:

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Russell Bishop

Featured Interview with Russell Bishop

Bestselling Author and Managing Partner of Bishop & Bishop

Santa Barbara, CA

Listen to this interview to learn:

  • What it means to have a solo focus rather than an organizational focus
  • Why strategy and objectives DON’T matter
  • A perspective on complaining that can transform the conversation into one of contribution
  • How good questions provoke clear thinking
  • Two simple questions to ask yourself to stay on track and productive

Russell Bishop talks with Bill Ringle about alignment and empowerment within organizations as key growth drivers.

Expert Bio

Russell Bishop is Managing Partner for Bishop & Bishop, a boutique consulting and coaching company. His seminars, coaching, and consulting expertise offer individuals and organizations a new approach to integrating personal and spiritual values into their personal and professional lives. As an internationally regarded speaker, educator and consultant, his corporate clients include Fortune 500 executives in aerospace, healthcare, pharmaceutical and biotechnology, information technology, telecommunications and oil and gas.

Having started five different organizations in his career, Russell is well versed in the growth and expansion challenges faced by founding entrepreneurs and CEO’s. Executives and senior teams frequently engage his services on issues of leadership, growth and work-life balance. In 1978, he created Insight Seminars, one of the largest and most successful personal transformation programs in the world, with well over one million graduates in 34 countries.

In addition to his bestselling book, Workarounds That Work: How to Overcome Anything That Stands in Your Way at Work, he is the author of hundreds of articles on the power of choice and awareness and a frequent contributor to the Huffington Post. He has also lectured on productivity for the executive MBA programs at UCLA, University of Texas and Washington University in St. Louis.

For more information, visit Russell’s website.

Contact Info for Russell Bishop

Web address: RussellBishop.com

Travels From: Los Angeles, CA

Follow Russell:

twitter LinkedIn Facebook

altBooks by Russell Bishop

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Andrea Waltz and Richard Fenton

Featured Interview with Andrea Waltz and Richard Fenton

Co-Founders of Courage Crafters and Bestselling Authors

Orlando, FL

Listen to this interview to learn:

  • How they started their business by “burning their ship”
  • A clever approach to expanding business within a client company
  • Understanding that each of us has a “relationship” with the word “no”
  • When it makes sense to celebrate a “no” to encourage positive behavior
  • Getting off the roller coaster of reactivity

Andrea Waltz and Richard Fenton talk with Bill Ringle about using the power of no to create the results you want in business and in life.

Interview Insights

Click to Read the Show Notes

1:22 Waltz  tells about her first real job working for LensCrafters: how she met Fenton and launched into her own business at a young age.

2:44 Fenton –  “From my earliest memories, my earliest ages, I had always had a desire to be a professional speaker and to write books.”

3:29 Fenton – Tells about meeting Fenton and meshing on what it meant to be a high performer and achiever.

4:50 Waltz – [On quitting their jobs to start the new company] – “We knew that in order to really make the business work and to burn our ships…we knew that we had to leave and be completely dedicated and completely focused.”

5:44 Waltz – On getting their first client JC Penney.

6:25 Fenton – [On working with JC Penney] – “We worked for them over the course of the next 10 years, we probably did over 25 different projects for them, and over the course of time we did well in excess of $250,000 worth of business.”

7:58 Waltz talks about hers and Fenton’s self-published book The Secrets of Retail Magic and how their “Go For No” concept allowed them to become an essential resource to JCP.

9:03 Waltz tells how Fenton’s boldness got them their first client.

11:08 Waltz – “Our ideal client has a sales force and, ideally, we like working with companies with large sales forces. Right now we focus on doing keynote presentations at the annual conferences. We don’t focus on a specific industry, although we’re very popular in the direct sales and network marketing industry.”

12:00 Waltz – “The problem is that people have a fear of hearing the word ‘No.’ They have a fear of failing, looking like a failure, a fear of rejection. And that’s the problem that we solve.”

12:35 Waltz – “All of the great sales skills that [employees] get trained on are a waste if they are still too scared to use them.”

13:10 Fenton – “It’s far easier to spread your wings within an organization and to expand your reach working from the top down than it is from then bottom up.”

13:55 Fenton describes how changing their positioning to keynoters gave them a better footing with decision makers at an organization.

14:52 Waltz-  “The first thing that we do is that we help people see that they are probably avoiding hearing the word ‘No,’ and we have them identify the facts that they actually have a relationship with the word No. Because one of the things we always ask is that when you get a no, how do you respond?”

15:23 Waltz“80% of our audiences, when they heard the word no they stop, or they assume that they’ve done something wrong or that they are a failure.”

15:53 Waltz discusses the creation of “No Awareness.”

16:17 Fenton – “We try to get people within organizations to do something which is completely counterintuitive, and what we do is teach people to stop setting, at least exclusively, what we call ‘yes goals.’”

16:52 Fenton – “Instead of setting ‘yes’ goals for your business, what if you were to set ‘no’ goals instead?”

17:37 Fenton – “When we work with companies to set ‘No’ goals, we say ‘Ok, what if you were, instead of setting the goal to sell 1 copy machine, what if you were to set the goal to have 10 companies tell you ‘No?”

18:04 Fenton – “In a ‘Go for Yes’ world, most companies slow down when they hit their quota. In a ‘Go for No’ world, if you made your first call and they said ‘Yes’ to you, you still have 10 ‘No’s’ to get.”

18:43 Waltz – “To have no become a positive rather than a negative, so when you do achieve a  goal, like hitting your ‘no goals,’ it does become positive and it is something that you can celebrate.”

19:06 Waltz – “When you only reward yourself for the yes’s, the no’s do become so deflating, depressing, and that ultimately slows people down.”

20:05 Fenton – [On their process] – “It was a shifting in our mental attitude about how we rewarded ourselves for our performance. Traditionally, most people when they set a goal and hit the goal they reward themselves for hitting the goal. Well, Andrea and I realized that we were kind of telling people to do that, but in our real world we weren’t doing that.”

20:37 Fenton – “We said, ‘What if we started celebrating and rewarding ourselves every time we heard the word ‘No.’ And we stopped celebrating and rewarding ourselves every time we heard a ‘Yes?”

21:57 Fenton – “If the shortest distance between you and success is a straight line, the last thing you need is to be going up and down.”

22:00 Waltz and Fenton discuss what they do to overcome the emotional rollercoaster.

 

Expert Bio

Andrea Waltz and Richard Fenton are the co-founders of Courage Crafters, Inc., through which they teach people how to reprogram the way they think about the word NO, and to fail their way to success. They have brought their message to many organizations over the last 15 years, including American Express, Kodak, Pep Boys, Harry & David, and more.

Richard’s background includes working in Distribution Sales for Disney and as Training Director for Hart, Schaffner & Marx and LensCrafters. Andrea originally wanted to work with George Lucas, but after getting rejected (she was 8 years old) she went on to build a career in sales and management at LensCrafters, where was was the youngest General Manager in company history.

Together Richard and Andrea have written four books, the most popular of which is Go for No!, which has been on #1 on Amazon’s ‘Sales & Selling’ Best Seller list and has remained in the top 20 for the last two years. Their articles have been published in Success Magazine and hundreds of online and offline journals. They are members of the National Speakers Association and the Direct Selling Association U.K.

For more information, visit Andrea and Richard’s website.

Contact Info for Andrea Waltz and Richard Fenton

Business Phone: 800-290-5028

Web address: GoForNo.com

Travel From: Orlando, FL

Follow Andrea:
twitter Facebook

altBooks by Andrea Waltz and Richard Fenton

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erika napoletano

Interview with Erika Napoletano

Author, Speaker, and Brand Consultant

Boulder, CO

Listen to this interview to learn:

  • The business mindset of caring about the success of your clients first
  • The perspective of major brands that don’t mind being unpopular with given market segments
  • The power of having your audience spread your message for greater impact and reach
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Expert Bio

Erika Napoletano has been hailed by Forbes as a “spinless spin doctor” for her perspectives on business, marketing, and branding. She’s a twice-published author, most recently of The Power of Unpopular; a columnist for Entrepreneur Magazine; recent speaker at TEDx Boulder; and speaker at conferences across the U.S. on brand development, social tactics for launching companies, and the inherent power of truth in business… or as she refers to it, the power of unpopularity.

Erika is also the Head Redhead at RHW Media, a branding consulting firm that helps businesses get unstuck and over those annoying problems that keep them from being awesome.

In conjunction with selected public relations firms, she develops comprehensive strategies to help companies develop lasting relationships with their customers and clients. And perhaps most importantly, she helps brands become human – because there’s no such thing as B2B or B2C. Business is always H2H – human to human.

For more information, visit Erika’s website.

Contact Info for Erika Napoletano

Web address: ErikaNapoletano.com

Erika’s TEDx Talk: TEDx Boulder

Travels From: Boulder, CO

Follow Erika: Twitter

Books by Erika Napoletano

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nick sarillo

Featured Interview with Nick Sarillo

Author, Speaker, and CEO of Nick’s Pizza & Pub

Chicago, IL

Listen to this interview to learn:

  • The most important aspect of a business is not it’s product or people or process, but another “p” word
  • The importance of making your company values current and present to each employee so that employees can use values in day-to-day decision making
  • The case of the burned bottom pizza, and the broader lessons any business owner can draw from it
  • Why you need to oversee multiple health dimensions of a business for all stakeholders
  • What exceptional factors drives higher profits and lower turnover in a traditionally slim margin and low commitment business that you can model in your business

Expert Bio

Nick Sarillo is the founder and CEO of Nick’s Pizza & Pub, the sixth busiest independent pizza company in per-store sales in the United States. Founded with the purpose of providing the community with an unforgettable place where families could relax and have fun, Nick’s Pizza & Pub has margins nearly twice that of the average pizza restaurant and boasts an 80 percent employee retention rate in an industry in which the average annual turnover is over 150 percent.

A regular speaker at entrepreneurship and HR conferences, Sarillo credits his company’s success to his purpose-driven culture. Nick is also the author of A Slice of the Pie: How to Build a Big Little Business, which offers small business owners a handbook for creating a culture that will support a business through good times and bad – even in an industry where turnover is high, expectations are low, and a college degree is not required.

For more information, visit Nick’s website.

Contact Info for Nick Sarillo

Web address: NickSarillo.com

Travels From: Chicago, IL

Follow Nick: 
Twitter LinkedIn Facebook

Books by Nick Sarillo

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gary bradt

Interview with Gary Bradt

Author, Speaker, and President of Bradt Leadership, Inc.

Greensboro, NC

Listen to this interview to learn:

  • How to turn a love of working with people into a career
  • What to listen for when your customer has critical feedback and important details to pick up
  • Why your goals must be important enough to pursue, and to be aware of your motivations
  • How telling the truth is a vital leadership practice
Play

Expert Bio

Dr. Gary Bradt, the President of Bradt Leadership, Inc., is an author, clinical psychologist, leadership consultant, C-Suite executive coach, and speaker on the topic of adapting to and leading through change. His mantra – adapt and ignite! – is a rallying cry for success in these tumultuous times. As an executive coach and speaker, he has worked with companies like IBM, American Express, and eBay. In 2000, Dr. Spencer Johnson, the renowned author of Who Moved My Cheese? An Amazing Way to Deal with Change in Your Work and in Your Life, chose Gary as the leading speaker on the message of that blockbuster bestselling book.

Gary himself is the author of The Ring in the Rubble: Dig Through Change and Find Your Next Golden Opportunity. He is also the recipient of the “Excellence in Professional Psychology” award from Hahnemann University and Hospital in Philadelphia.

For more information, visit Gary’s website.

Contact Info for Dr. Gary Bradt

Business Phone: 336.617.3721

Web address: GaryBradt.com

Travels From: Greensboro, NC

Follow Gary:

Twitter

Books by Dr. Gary Bradt

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alan_weiss

Interview with Alan Weiss

Award-winning Speaker, Consultant, and Best Selling Author

East Greenwich, RI

Listen to this interview to learn:

  • The best times to ask for a business referral, and how to lay the groundwork for receiving one.
  • Specific language to use to get good referrals and great prospects, and why that’s important.
  • What other options you can offer a buyer who is satisfied with the value you’ve added.
  • How Alan used referrals to personally invite Marshall Goldsmith and David Maister as presenters at his Thought Leadership conference.
  • The importance of community for professional and personal growth.
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Expert Bio

Alan Weiss is a leading consultant, speaker and author. His consulting firm, Summit Consulting Group, Inc., has attracted clients such as Merck, Hewlett-Packard, GE, The Federal Reserve, The New York Times Corporation, and over 500 other leading organizations. The New York Post calls Alan Weiss, “one of the most highly respected independent consultants in the country.”

Alan is an inductee into the Professional Speaking Hall of Fame® and the concurrent recipient of the National Speakers Association Council of Peers Award of Excellence, representing the top 1% of professional speakers in the world. He has been named a Fellow of the Institute of Management Consultants, one of only two people in history holding both those designations.

His speaking typically includes 30 keynotes a year at major conferences, and he has been a visiting faculty member at several major universities. He has held an appointment as adjunct professor in the Graduate School of Business at the University of Rhode Island where he taught courses on advanced management and consulting skills. His Ph.D. is in psychology and he is a member of the American Psychological Society, the American Counseling Association, Division 13 of the American Psychological Association, and the Society for Personality and Social Psychology.

His prolific body of published work includes over 500 articles and 44 books, including his best-seller, Million Dollar Consulting. His newest is The Consulting Bible, and his next is Million Dollar Referrals.

Alan Weiss is interviewed and quoted frequently in the media. Success Magazine cited him in an editorial devoted to his work as “a worldwide expert in executive education.” The New York Post called him “one of the most highly regarded independent consultants in America.” He is the winner of the prestigious Axiem Award for Excellence in Audio Presentation.

He is also the recipient of the Lifetime Achievement Award of the American Press Institute, the first-ever for a non-journalist, and one of only seven awarded in the 65-year history of the association.

For more information, visit Alan’s website.

Contact Info for Alan Weiss

Business Phone: 401-884-2778

Web address: SummitConsulting.com

Blog: Contrarian Consulting

Travels From: Providence, RI

Follow Alan: Twitter

Books by Alan Weiss

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michael hoffman

Interview with Michael Hoffman

President of Igniting Performance and Certified Speaking Professional

Carrollton, TX

Listen to this interview to learn:

  • How the careful choice of language creates mental hooks that carry learning forward
  • The benefits of living “on purpose”
  • The bank case study that highlights the importance of simple actions that help your team connect with customers
Play

Expert Bio

Michael Hoffman is President of Igniting Performance, a company that specializes in the skills of sales, customer loyalty and leadership. Over the last 17 years, Michael has delivered professional speaking engagements and customized training to organizations across this country and abroad, including IBM, Microsoft, SYSCO Foods, California Press Association, and many more.

As a speaker and leader, Michael seeks to help people cultivate the tactics and techniques necessary to approach their jobs “on purpose,” with an attitude of ownership and professionalism. He uses his varied background – as a waiter, DJ, entrepreneur, TV host, sales manager, human resource generalist, and national sales trainer – to drive home his message that business is and will always be about “people”, and that how businesses approach customers sets them apart from the competition.

For more information, visit Michael’s website.

Contact Info for Michael Hoffman

Web address: IgnitingPerformance.com

Travels From: Dallas, TX

Follow Michael:

Twitter

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dustin maher

Interview with Dustin Maher

Fitness Professional and Motivational Speaker

Madison, WI

Listen to this interview to learn:

  • How Dustin was inspired by his own mother’s sacrifices.
  • Which particular airline safety instruction helps moms start taking better care of themselves.
  • The three factors that led to rapid national growth.
  • The importance of standing out from the crowd.
  • Examples of responding to customer needs, wants, and preferences.
Play

Expert Bio

Dustin Maher is a personal trainer, fitness instructor, writer, motivational speaker, and teacher whose mission is to help everyone he comes into contact with get in better shape.

His appreciation for his own stay-at-home mom, who sacrificed her own physical fitness and time spent for herself for time spent raising her four children, has led Dustin to focus on helping mothers get fit and healthy. The first fitness class he created, MamaTone Fitness, aimed to help moms realize that it was important to take care of their bodies as well as to connect mothers with each other so they could share their life and fitness experiences.

From MamaTone came Fit Fun Bootcamps, which in 3 years has grown to 10 locations and one of the largest bootcamp programs in the country.  Dustin has appeared on TV, been featured in radio shows, magazines, and newspapers, and created 28 DVDs which include: 12 month Fit Moms For Life DVDs, Ultimate Buddy Bootcamp, and BabyTone.

Dustin’s current goal is to help 1,000,000 mothers to get into the best shape of their lives through the Fit Moms For Life online community.

For more information, visit Dustin’s website.

Contact Info for Dustin Maher

Web address: DustinMaherFitness.com

Travels From: Madison, WI

Follow Dustin: Twitter

 

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simon bailey

Interview with Simon Bailey

Founder, Brilliance Institute, Inc.

Windermere, FL

Listen to this interview to learn:

  • How customer service is a mindset, not a department.
  • How experiences – not words – convince others.
  • About uncovering your own brilliance.
Play

Expert Bio

Simon T. Bailey is an award-winning, transformational speaker who seeks to illuminate and then magnify the brilliance inherent in everyone through his positively contagious energy and enthusiasm. He has been voted one of the Top 25 Speakers Shaping the Speaking Profession, as well as the best keynote speaker ever heard or used by the readers of Meetings and Conventions magazine.

Since leaving the Walt Disney Company and discovering his vocation eight years ago, Simon has worked with three hundred of the Fortune 1000.  A repeat speaker at Microsoft, Dell, and Society of Human Resource Management, Simon is also the founder of Brilliance Institute, Inc., a consulting and educational think tank.

In addition to writing for magazine and newspaper publication, Simon is the author of six books, one of which, Release Your Brilliance, was voted #17 of the top 100 books being read by corporate America. Simon’s seventh book will be published in 2011.

For more information, visit Simon’s website.

Contact Info for Simon T. Bailey

Business Phone: 407-905-5063

Web address: SimonTBailey.com

Travels From: Orlando, FL

Follow Simon: Twitter

Books by Simon T. Bailey

 

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richard hadden

Interview with Richard Hadden

Leadership Speaker, Author, and Consultant

Jacksonville, FL

Listen to this interview to learn:

  • About the fundamentals of leadership and good customer service.
  • How diversification and targeting leads your business to greater success.
  • The importance of meaning and mentorship to employee retention.
Play

Expert Bio

Richard Hadden is a Certified Speaking Professional who focuses on employee relations and creating a great place to work. Over the course of his career, he has served as Director of Product Development at a software company; started his own software consulting business; and taught software design, principles of management, and international economics at Jacksonville University. He began working as a trainer and consultant to corporations in 1991. Since then he has delivered keynote presentations and training programs for more than 800 audiences on five continents.

Richard is co-author of the “Contented Cows” leadership book series, which includes Contented Cows Give Better Milk, Contented Cows MOOve Faster, and the new Rebooting Leadership.

For more information, visit Richard’s website.

Contact Info for Richard Hadden

Business Phone: 904.720.0870 or 800.940.7006 (toll free)

Web address: ContentedCows.com

Travels From: Jacksonville, FL

Follow Richard: Twitter

Books by Richard Hadden

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aaron_shapiro

Interview with Aaron Shapiro

Author and CEO of HUGE, Inc.

New York, NY

Listen to this interview to learn:

  • How a company pivots based on customer feedback.
  • What steps a full-service digital agency take to insure success with high stake assignments from Fortune 1000 firms, including Comcast, Target, and HBO.
  • How the magic of good design leads to rapid product adoption.
  • The demand for a great online experience (and how the bar keeps getting raised) by the generation of consumers now in their 20’s.
  • What Forrester research says about the role of online sales transactions in 2012.

Interview Insights

Click to Read the Show Notes

1:08 How Shapiro’s experience in business school pointed him in the direction of a digital career.

1:53 “I actually thought that I was first getting involved in the internet because it was the next generation of cable TV, I was really interested in media back then. So the idea of getting on the ground floor of something that I thought was going to be the next cable TV or media ecosystem was this really exciting thing.”

2:23 Shapiro tells about pitching “internet for your television,” and how although no one would fund his project, they all wanted him to build their websites.

3:50 [On his second company] – “We developed a technology for people to be able to send rich e-mail. You could put in photos, and video, and graphics in an e-mail message and send them to people. It was initially designed for consumers.”

4:29 “We evolved the company from a consumer play to email marketing where our customers were businesses.”

4:50 “HUGE is a full-service digital agency, and what we do is the full range of digital services for what clients need to be successful online.”

5:41 HUGE’s evolution from design company to full service.

6:10 How HUGE helped with launch of HBO Go.

6:49 “The biggest challenge for [HBO Go] as well as with a lot of other clients is the pressure we’re put under. So HBO hired us not to do an interesting reader, they had a single goal, which was to create the single best entertainment experience which you can have on a mobile device or on an iPad.”

7:37 “The secret, and the real challenge, for this project and a lot of others is to really understand why are users using your experience and what are the core things that they want to accomplish?”

8:58 “Users are notoriously bad at guessing what they want.”

9:27 [On the use of ethnographic research to create personas] – “There’s a few things we do to differentiate between what users actually want and what they say they want.”

10:28 “[Personas] are hypothetical people describing who these people are, their characteristics, and what they’re common tasks and problems are”

10:57 “The key thing is: You can think of lots of problems, but what are the core one or two  problems that are motivating them to use this product.”

11:23 Why extensive testing is essential in developing breakthrough user experiences.

12:43 How HUGE screens subjects to remove the potential for unhelpful outliers.

13:07 “People tend to use products and solve problems in very similar ways. Our goal is not to find quantitative data to find whether something works or doesn’t work, it’s to find problems.”

14:08 “People actually use the internet in remarkably similar ways around the world.”

15:25 Shapiro explains how great design encourages users to fall in love with the product.

16:11 [On the emotional impact of design] – “We’ll often spend a lot of time creating small visual cues and little things to surprise and delight users so they feel that the something that they own is really special.”

17:15 [On why HUGE is a full service agency] – “Design becomes this gateway to the customer experience, and what a lot of other folks do, that work in the company, have nothing to do with the design, but are equally important in making clients successful on the internet.”

18:51 Shapiro discusses why transformative change within the organization is essential for companies to be successful in the digital arena.

19:28 “Every company must be a digital business to be successful in our economy today, and a lot of companies don’t really understand this.”

20:06 Why organizational lag in embracing digital as an essential business component led Shapiro to writing his book.

20:40 Shapiro’s biggest challenges in writing the book.

20:57 “Writing a book forces you to formalize your ideas.”

22:20 “The most successful companies think about users as the core to their business.”

23:36 “Removing the anonymity to digital traffic and thinking of those people as real users that are gonna interact with your company, and making sure that they have a good experience is really the core to being successful.”

24:30 How Shaprio analyzes companies to see how their web experience can improve.

26:41 “If you’re company is not set up to resonate with a digital first customer, then you have a real problem, because those people are just gonna work with your competitor who is set up.”

Expert Bio

Aaron Shapiro is CEO of HUGE, a digital agency that helps companies re-imagine how they interact with their customers and manage their business in the online economy. He has spent more than a decade as a technology entrepreneur, venture capitalist and management consultant. This includes being founding CEO of Silverpop Systems, a leading email service provider, and starting a national magazine distributed by Time Warner.

Aaron frequently writes about the digital economy at AaronShapiro.com and for publications including The Huffington Post, MediaPost, and Fast Company. He is the author of Users Not Customers: Who Really Determines the Success of Your Business, and was named one of Crain’s “40 under 40″ for 2011.

For more information, visit Aaron’s website.

Contact Info for Aaron Shapiro

Business Phone: 718-625-4843

Web Address: HugeInc.com

Web Address: AaronShapiro.com

Travels From: New York, NY

Follow Aaron:

Twitter

Books by Aaron Shapiro

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jeff tobe

Interview with Jeff Tobe

“The Guru of Creativity” and Primary Colorer at Coloring Outside the Lines

Trafford, PA

Listen to this interview to learn:

  • Why Jeff believes everyone is creative, not just a chosen few.
  • The question that helps a business leader shatter the limiting stereotype of how customers perceive his or her company.
  • The 2010 Gallup survey finding of only 42% of American workers engaged in their work.
  • The two key components of creativity and how to think through value delivery at every touchpoint.
Play

Expert Bio

Jeff Tobe is the Primary Colorer at Coloring Outside the Lines in Pittsburgh, PA. He believes in the power of creativity to look at business from a new perspective and teaches organizations that to grow, and increase their bottom line, they must first implement strategies that have a fresh approach.

A Certified Speaking Professional, Jeff was dubbed “The Guru of Creativity” by Insider Magazine, and readers of Convention & Meetings Magazine chose him as one of the top 15 speakers in North America. Jeff is one of the most dynamic speakers in the country as attested to by clients including the IRS, the AIA, ReMax International and Pepsi Cola International.

Jeff is the author of Coloring Outside The Lines and the co-author of the bestselling books The Sales Coach and The Communication Coach.

For more information, visit Jeff’s website.

Contact Info for Jeff Tobe

Business Phone: 412-373-6592

Web address: ColoringOutsideTheLines.com

Travels From: Pittsburgh, PA

Follow Jeff:

Twitter

Books by Jeff Tobe

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amy_robbins_wilson

Interview with Amy Robbins-Wilson

Co-founder, Angelsong Creations, LLC

Belfast, ME

Listen to this interview to learn:

  • How business ideas can come from unexpected inspiration.
  • Advice on positioning yourself and your business where people will look for it.
  • The importance of creating a genuine dialogue with your customers.
Play

Expert Bio

Amy Robbins-Wilson is an author, singer, composer, and performer who is passionate about supporting new moms in developing their own parenting style and becoming the best mommy they can be.

A recipient of the Harry S. Truman Award for scholarship, leadership, and public service, she is committed to creating comfort and inspiration through the arts. Her book Transformational Mothering: A Prayerful Companion for New Mothers won the Mom’s Choice Award in 2010. She is the Co-founder of Angelsong Creations, LLC, is the Lullaby Lady at LullabyLink.com, and has recorded several CDs of music for mothers and babies, including the Gold Mom’s Choice Award-winning “The Divine Hours of Motherhood.”

To learn more about her work please visit AmyRobbinsWilson.com.

Contact Info for Amy Robbins-Wilson

Business Name: AngelSong Creations, LLC

Web address: AmyRobbinsWilson.com

Travels From: Bangor, ME

Follow Amy: Twitter

Books by Amy Robbins-Wilson

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kristin arnold

Interview with Kristin J. Arnold

President, The Extraordinary Team

Scottsdale, AZ

Listen to this interview to learn:

  • How keeping in touch can lead to new work.
  • The importance of always going the extra mile for clients and how it pays off.
  • What a focus on streamlining your business can do for you.
Play

Expert Bio

Kristin J. Arnold, MBA, CMC, CPF, CSP is passionate about making meetings more engaging, interactive and collaborative.

As a high stakes meeting facilitator, trainer and keynote speaker, Kristin has worked with thousands of senior executives, project managers and team leaders in Canada and the USA, challenging their traditional notions about teamwork.  She is known for her concrete approach to teamwork and a treasure trove of practical concepts, tools and techniques her clients can apply immediately to see positive, substantive results.

Prior to founding The Extraordinary Team, Kristin was one of the first female graduates of the United States Coast Guard Academy and the first woman stationed onboard the USCGC Buttonwood, a sea-going buoy tender.  She parlayed her understanding of teams and teamwork with an MBA in Marketing Strategy into a specialized management consulting firm focused on building extraordinary teams in the workplace.

Kristin is on the Executive Development Faculty in the Schulich School of Business at York University in Toronto, specializing in Leadership Through Teambuilding. She is the author of Boring to Bravo and several books in the Extraordinary Team Series (Team BasicsEmail Basics and Team Energizers) as well as a newspaper columnist and contributing author to myriad other team-based books.

For more information, visit her Extraordinary Team website.

Contact Info for Kristin Arnold

Business Name: Quality Process Consultants, Inc.

Business Phone: 480-502-2100 or 800-589-4733

Web address: Extraordinary Team

Travels From: Phoenix, AZ

Follow Kristin: Twitter

Books by Kristin Arnold

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troy hazard

Interview with Troy Hazard

Author, Speaker, and Former Global President of the Entrepreneur’s Organization

San Diego, CA and Brisbane, Australia

Listen to this interview to learn:

  • The importance of engaging your customers
  • Specific tools you can use to future-proof your business
  • An example of how to listen to your team to gain credibility
  • The evolution of an entrepreneur from start-up to investor
Play

Expert Bio

There are few situations in the business world that Troy Hazard has not experienced and survived – from massive financial loss to stunning success. Troy is a serial entrepreneur who has founded and nurtured ten businesses over two decades and has spent the last 20 years as a business consultant to some of the world’s leading brands including Goodyear, Baskin Robbins, Subway, and many more.

His “Lessons from the Edge” approach and business talents were internationally recognized when he was elected by the world’s foremost business leaders to serve a term as Global President of the Entrepreneurs’ Organization.

Troy is the author of Future-Proofing Your Business: Real Life Strategies to Prepare Your Business for Tomorrow, Today and of The Naked Entrepreneur: A Millionaire’s Journey from Fear to True Wealth. He is also a Certified Professional Speaker and co-hosts a TV program called “Inside Franchising”.

For more information, visit Troy’s website.

Contact Info for Troy Hazard

Business Phone: 323-313-4007

Web address: TroyHazard.com

Travels From: San Diego, CA

Follow Troy:

Twitter

Books by Troy Hazard

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