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3 Pillars that Empower Executives to Thrive During Tough Times

The Modern Customer Podcast

Release Date: 03/31/2020

How Leaders Can Build Relationships Through Transparency show art How Leaders Can Build Relationships Through Transparency

The Modern Customer Podcast

It’s not every day you see a CEO dancing on TikTok. But being vulnerable and transparent is one of the reasons Ali Bonar has seen incredible growth and success with her company, Oat Haus. Consumers are moving more towards sharing real experiences and less about hiding behind the perfect filter. Customers crave connection and want to build relationships with transparent leaders—even if that means showing off their dance moves.  Ali started sharing her journey online long before she ever considered being an entrepreneur. As she recovered from an eating disorder, she shared the ups and...

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How‌ ‌To‌ ‌Build‌ ‌An‌ ‌ROI‌ ‌Model‌ ‌For‌ ‌CX‌ show art How‌ ‌To‌ ‌Build‌ ‌An‌ ‌ROI‌ ‌Model‌ ‌For‌ ‌CX‌

The Modern Customer Podcast

Investing in customer experience is just that—an investment. Being able to prove the return and value of that investment is crucial for all companies, especially startups and those looking to get new customers on board.  In the early days of CampusLogic, President and COO Chris Chumley used ROI as a tool to gain new customers and establish credibility. Prospective university clients agreed that the student experience was important, but many weren’t willing to spend money on it. By demonstrating the ROI of CX and how it would eliminate pain points and create a better experience for...

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How To Turn Customer Feedback Into Actionable Insights show art How To Turn Customer Feedback Into Actionable Insights

The Modern Customer Podcast

One bad experience and the click of a mouse. That’s all it takes for a customer or employee to go somewhere else. As life and work have become digitized in the last two years, the switching cost has decreased to almost zero. It’s never been easier for people to change their company loyalty.   Experience management has never been more important.  But creating those great experiences that resonate with customers and employees requires paying attention to customer feedback and insights.  In times of uncertainty, organizations aim to consolidate the number of ways they...

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What's‌ ‌The‌ ‌Difference‌ ‌Between‌ ‌Customer‌ ‌Success‌ ‌And‌ ‌Customer‌ ‌Service?‌ show art What's‌ ‌The‌ ‌Difference‌ ‌Between‌ ‌Customer‌ ‌Success‌ ‌And‌ ‌Customer‌ ‌Service?‌

The Modern Customer Podcast

Customer success and customer service may sound similar. But what’s the difference between these two important disciplines?  Emilia M. D'Anzica, founder of GrowthMolecules and author of Pressing On as a Tech Mom, has consulted companies across numerous industries on customer success. She says one of the core differences is being proactive versus being reactive.  Customer success is proactively engaging with customers to help them get the most out of their investment. The goal is to help customers find lasting impact and value from the product to drive loyalty and long-term contract...

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3 Ways Bill Creelman Practices Customer-Centric Leadership show art 3 Ways Bill Creelman Practices Customer-Centric Leadership

The Modern Customer Podcast

Many consumers want to follow a healthy diet, but do they really know what they’re consuming? That question was the driving force behind Spindrift, a sparkling beverage focused on ingredient simplicity and transparency. For founder Bill Creelman, the idea was simple: people should know what they’re drinking. That customer-first mindset is at the core of Spindrift, from the products that are created to the messages that are shared. Here are three ways Bill Creelman practices customer-centric leadership: 1 . He leverages a core group of passionate customers. When Creelman first started...

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How‌ ‌Skullcandy‌ ‌Creates‌ ‌A‌ ‌Customer-Focused‌ ‌Marketing‌ ‌Strategy‌ show art How‌ ‌Skullcandy‌ ‌Creates‌ ‌A‌ ‌Customer-Focused‌ ‌Marketing‌ ‌Strategy‌

The Modern Customer Podcast

Just like every company is unique, so are its customers.  Lifestyle and tech company Skullcandy’s sweet spot is young adventurers who love great music and extreme activities like skating and snowboarding. With that target market, a run-of-the-mill marketing approach won’t land. Skullcandy has created an impressive (and growing) company with its outstanding products and customer-focused marketing strategy. CMO Jessica Klodnicki involves the entire company in creating engaging content that resonates with its unique customer base.  Here are three lessons for all companies: ...

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Partnering With Customers For Digital Transformation show art Partnering With Customers For Digital Transformation

The Modern Customer Podcast

Digital transformation is critical for all businesses today—but it isn’t something brands need to take on alone.  Especially in the B2B world, involving customers in the transformation and making them valuable partners can lead to long-term success for the company, its B2B clients and their end-user customers. Transformation Requires Relationships Didem Cataloglu, President & CEO of DIREXYON Technologies, says companies must realize that customer experience is a journey and that many companies, especially in the utilities and energy industries that DIREXYON serves, are facing lots of...

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3 Ways To Achieve Personal Wealth And Financial Freedom show art 3 Ways To Achieve Personal Wealth And Financial Freedom

The Modern Customer Podcast

We interact with money all day long—every time we pay for things, get a paycheck, check our bank balance or get a bill. How do those interactions make you feel?  For most people, dealing with money brings fear, anxiety and the thought that there will never be enough.  But Amanda Frances, money guru and best-selling author of Rich as F*ck, says the first step to gaining financial freedom is to get over the idea that we’ll always be playing catchup. When we become aware of how we want to feel about money, we can bring those feelings and that mindset to every interaction. ...

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Inside Lyft’s Customer-Focused Digital Transformation show art Inside Lyft’s Customer-Focused Digital Transformation

The Modern Customer Podcast

Since its creation, Lyft has been disruptive.  It initially set out to eliminate the friction of getting a taxi. But over time, Lyft has grown into a transportation powerhouse. One reason for its success is its total focus on customers.  When faced with the changes and challenges of the pandemic, Lyft took the opportunity to improve its digital services and undergo a digital transformation.  The result is a frictionless experience that continues to disrupt the industry and shine as an example for all customer-focused digital brands.  Customer-Centric Mindset VP of Customer...

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Earth Month: Conservation Efforts Now Help Future Generations show art Earth Month: Conservation Efforts Now Help Future Generations

The Modern Customer Podcast

Customer experience isn’t just about serving today’s customers—it’s about creating a culture and environment that can benefit future generations.  That’s especially true when it comes to conversation efforts.   Creating a better world for future customers and growing generations means believing in something better and that the world can grow and change.  Creating Programs Now to Benefit the Future  Lisa Diekmann, President & CEO of Yellowstone Forever, is a strong believer in conservation efforts that benefit future generations. She says providing a great...

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More Episodes

It’s no secret that we are experiencing a moment in history that is uncertain and distressing. The coronavirus pandemic has affected millions of businesses around the country, leaving employees and leaders in a state of panic. Executives at these businesses hold a heavy responsibility on their shoulders to remain calm, adaptable, and resilient. As the world changes drastically around us, we are looking to these c-suite leaders to step up and set an example. 

Damon D’Amore, C-Suite Advisor and Elite Performance Mentor, works with executives every day to help them build their legacy, meaning the clear and consistent message the stakeholders in his clients’ lives and businesses will share when they are gone. While he believes we all have to focus on tactical and immediate business needs, the only way to secure a legacy, the narrative of which you control, is to make tradeoffs with time and dedicate resources to focusing on what matters most. This is done by focusing on these three pillars:

Psychological: Mindset

Create filters to determine what time and resource demands are worthy of focusing on. You are the one who prioritizes your time, not your employees, customers, or board. The result is establishing confidence that you are focused on what matters most.

Emotional: Resilience as a Lifestyle

Resilience is not about surviving one challenge or trauma. It is being an optimist in the sense of waking up everyday knowing things will go wrong but you have the tools to survive and thrive. Knowing you will be ‘OK’ combined with the confidence that you are focused on the right priorities, you will be equipped to lead effectively. 

Narrative: Share Your Story

Use the data points of your life and career to tell a unique and compelling story. Your story will gain advocacy for your goals from all of your stakeholders like your company’s board, customers, investors, family and friends. You need to know your story, believe it, and learn how to communicate it. 

For executives out there that are still at a loss for how to cope with the changes that coronavirus has brought, and will continue to bring, Damon says to compose yourself and take stock of what you have and what you need. If you’re safe and have food, shelter and whatever medical supplies you need for a couple of weeks, you’re likely in a good place. You should also find a way to be present and focus. That can mean learning to meditate, breath work, or practicing gratitude. You don’t need to travel to a mountaintop in a faraway land to learn to do any of these. You can watch a video online, listen to a podcast, or download an app. 

Another helpful tool is to find an accountability partner or group. Even if it’s just 1 hour per day, get on a video chat with coworkers or peers. Set an intention or goal for the next hour, mute your video, put on headphones and do the work. Just seeing others being productive will alleviate some stress and help you to focus. The reassuring news is that many of us are in the same boat and there’s no need to be embarrassed about sharing your feelings with your peers.

As we all navigate this new reality, let’s not forget that this is an opportunity to build a legacy that we are proud of. Getting your mindset right, being resilient, and having the confidence to share your story in a vulnerable way sets you apart from the masses. As an executive, your responsibility is just as large as the impact you are capable of creating.