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3 Pillars that Empower Executives to Thrive During Tough Times

The Modern Customer Podcast

Release Date: 03/31/2020

How To Be A B2B Marketer In A Pandemic show art How To Be A B2B Marketer In A Pandemic

The Modern Customer Podcast

Technology doesn’t stop during a pandemic.  Because of that, VMware needs to stay connected to customers and showcase its multi-cloud technology.  But in the B2B industry, which is traditionally driven by in-person events and marketing, building relationships and growing leads virtually poses a challenge.    VMware CMO Carol Carpenter stepped into her role in the middle of the COVID pandemic and had to quickly move to virtual marketing. Although there have been challenges, she says B2B marketing during a pandemic has also had some positive impacts.  The root of...

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How To Build A Loyalty Program In A Post-COVID World show art How To Build A Loyalty Program In A Post-COVID World

The Modern Customer Podcast

Loyalty programs are an important part of many brands’ customer engagement strategies, but yesterday’s loyalty programs won’t necessarily be successful today.  According to Francis Hondal, President of Loyalty & Engagement at Mastercard, the recent growth of tech, digital commerce and data have redefined opportunities for brands to serve their customers in the way they expect to be served. Those opportunities have changed even more over the last year with the global COVID pandemic.  One of the biggest trends coming out of COVID is the un-calendarized year, meaning that...

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How Birchbox Meets Customers Where They Are show art How Birchbox Meets Customers Where They Are

The Modern Customer Podcast

The beauty world is full of customers who love to experiment with new products, watch makeup tutorials and spend time finding the best items.  But what about customers who care about their skin and beauty but don’t want to spend the time finding and trying new products on their own?  These are known as casual consumers. They want to try new things but are often overwhelmed or don’t have time for the number of products on the market.  Most beauty companies market to serious consumers, making casual consumers an unserved market, says Ali Edgerton, Birchbox U.S. President....

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How Urban Air Pivoted To Thrive During COVID show art How Urban Air Pivoted To Thrive During COVID

The Modern Customer Podcast

Running the largest adventure park company in the country comes with challenges—especially during a global pandemic. There’s no playbook for this type of scenario. But Michael Browning, founder and CEO of Urban Air, knows that speed and innovation always win, which fueled his strategy to react to information quickly as it came in. Reacting with speed allowed Urban Air to not only survive the pandemic but to thrive and find new ways to expand and grow.  Browning encourages his franchisees and staff to stay close to customers and get their feedback. Although the indoor trampoline and...

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How To Be An Effective Virtual Communicator show art How To Be An Effective Virtual Communicator

The Modern Customer Podcast

A year ago, most of us were speaking in meetings full of team members or giving presentations to rooms full of people.  But those faces have now changed to boxes on a screen, and our messages have moved from in-person to virtual.  Being an effective communicator is a challenge on its own, but doing it virtually adds even more complications. According to Matt Abrahams, co-founder and principal at Bold Echo Communications Solutions, virtual communication only accentuates the challenges we’ve always had with public speaking. He says being an effective virtual communicator requires...

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How One Mom Created An Organization To Help New Moms show art How One Mom Created An Organization To Help New Moms

The Modern Customer Podcast

Just weeks after Sarah Steinhardt had her first baby, she had to make a quick run to the store to get more diapers. On a New York City street corner, diapers in hand, she started crying. It was at that moment she realized how fortunate she was to be able to quickly get the necessities for her baby when mothers around the country didn’t have the same ability.  That experience led Steinhardt to create Welcome Baby USA, a nonprofit focused on providing at-risk and low-income mothers with the essentials for their baby’s first month of life. Welcome Baby partners with clinics and hospitals...

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Branding In The Era Of Racial Justice show art Branding In The Era Of Racial Justice

The Modern Customer Podcast

2020 changed the world in many ways, including a renewed push for racial justice and equality in the United States. That demand must now be echoed in how companies brand and market their products.  With increased calls for racial justice, Kirstyn Nimmo saw how she could bring her marketing expertise and experiences as a Black woman to help brands act authentically and impact racial equality. Nimmo founded Good Worx and consults numerous big brands on social causes.  Branding in the era of racial justice brings unique challenges, but also new opportunities to connect with customers...

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An Innovative Approach To The Future Of Returns show art An Innovative Approach To The Future Of Returns

The Modern Customer Podcast

It’s a common experience for online shoppers: an item arrives in the mail, either doesn’t fit or is no longer needed and now must be returned.  But the process of making the return is cumbersome and requires printing shipping labels, packaging the item, making a trip to the post office and then waiting up to a few weeks to get the refund.  With all the advancements in customer experience and online shopping, the return process for many companies has stayed the same—inconvenient and outdated.  But an innovative approach to returns improves both the customer experience and...

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Why Search Matters To E-Commerce Now More Than Ever  show art Why Search Matters To E-Commerce Now More Than Ever

The Modern Customer Podcast

E-commerce has seen tremendous growth during the COVID-19 pandemic.  But with so many customers going online, it’s never been more important for brands to make their products visible.  According to Sarah Hofstetter, President of Profitero, search is the hottest and most important topic in the e-commerce world right now. When customers shop in stores, they tend to browse until something catches their eye. But when customers shop online at places like Amazon, they already have a brand or category they are looking for. Instead of just seeing what’s out there, customers come to buy...

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Behind The Scenes Of The Early Days Of Amazon show art Behind The Scenes Of The Early Days Of Amazon

The Modern Customer Podcast

Before Amazon became one of the world’s largest retailers, it was simply an online bookstore shipping items within the U.S.  But even in its early days, founder and CEO Jeff Bezos had a vision to build earth’s most customer-centric company.  That mentality still holds strong today and is a driving force behind Amazon’s continual success.  Colin Bryar joined Amazon in 1998, just four years after it was founded. Of his 12 years on the Amazon leadership team, he spent two of them working as Bezos’ Chief of Staff, where he had an inside view of what it takes to build a...

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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.