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3 Pillars that Empower Executives to Thrive During Tough Times

The Modern Customer Podcast

Release Date: 03/31/2020

The Secret To Creating A Great Virtual Event show art The Secret To Creating A Great Virtual Event

The Modern Customer Podcast

For most people around the world, the excitement of attending an in-person event has been replaced by sitting in front of a computer screen. As the coronavirus pandemic cancels in-person events of all sizes around the world, more companies than ever before are taking their events online. But staring at a screen isn’t nearly as engaging as seeing something in person, and many companies and event attendees have struggled with the new format.  Abhishek Vanamali, CMO of Zensar Technologies, is a strong believer in virtual events. Although they can’t exactly replicate in-person events, he...

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How To Use Data To Create Personalized And Scalable Experiences show art How To Use Data To Create Personalized And Scalable Experiences

The Modern Customer Podcast

With a wealth of customer data available, companies have more opportunities than ever before to deliver personalized customer experiences. But creating a unique experience for each person can take valuable time and resources. Successful companies leverage data to balance personalized experiences with scalable interactions that appeal to everyone.  Bryan Flores, Group Vice President, Marketing & Strategy at Frontier Communications, says companies must weigh the tradeoffs between individual experiences and universal truths. The aspects of the experience that apply to everyone are...

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How To Overcome The Two Big Challenges SMBs Face As They Reopen show art How To Overcome The Two Big Challenges SMBs Face As They Reopen

The Modern Customer Podcast

After months of stay-at-home orders and closed doors, small businesses across the globe are starting to reopen. But the world they face today is drastically different from the one they were operating in just a few months ago. To succeed in this new world, small and mid-sized businesses need strong resources and support systems.  According to Kim Dixon, COO of FedEx Office, SMBs face two main challenges as they reopen: Managing regulations and customer expectations. Businesses need to follow safety guidelines, but it can be confusing to know which regulations are the most accurate and up...

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Pinterest and the Future of Shoppable Content show art Pinterest and the Future of Shoppable Content

The Modern Customer Podcast

People browse Pinterest for inspiration on recipes, fashion, home décor, health and wellness, travel and much more. But in the future, that browsing could easily turn into shopping. Pinterest is leading the charge for smooth, shoppable content—the future of retail and customer experience.  According to Dutta Satadip, Chief Customer Officer at Pinterest, the company tries to strike the balance between knowing when to personalize and when to scale. Customers want relevant recommended content, but they also want access to a wide range of ideas. Most customers come to Pinterest to find...

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3 Digital Improvements All Utility Companies Must Make show art 3 Digital Improvements All Utility Companies Must Make

The Modern Customer Podcast

In an age where most consumers interact with companies through websites, apps and other digital channels, the utility industry is constantly lagging behind.   A recent report from JD Power found that customer digital satisfaction in the utility industry is substantially lower than other industries. As companies in nearly every other industry, even notoriously antiquated industries like insurance and banking, prioritize the digital experience and provide innovative and convenient digital solutions for customers, utility companies lag behind with outdated channels and methods. According to...

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Why Employee Mental Health Matters And What You Can Do About It show art Why Employee Mental Health Matters And What You Can Do About It

The Modern Customer Podcast

In the uncertainty of the COVID-19 pandemic, most people are now balancing numerous responsibilities: working from home, keeping their kids entertained, stressing about staying healthy, checking in on elderly family members, trying to take care of themselves—the list goes on and on. These responsibilities can weigh on people and lead to mental health issues for busy employees. Guru Gowrappan is CEO of Verizon Media, a company that has seen tremendous growth in the last few months as media consumption has skyrocketed. But even with his many responsibilities as CEO, Gowrappan believes his most...

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How To Overcome The Biggest Mistake Women Make In Business show art How To Overcome The Biggest Mistake Women Make In Business

The Modern Customer Podcast

Women like Beyoncé command attention, both on stage and in the boardroom. But channeling your inner Beyoncé starts by avoiding a common and costly mistake most women make in business. Trust the woman who served as the personal attorney for many famous musicians, including Beyoncé and Jay-Z. Jennifer Justice, better known as JJ, spent years as a music lawyer before founding The Justice Department, a female-focused strategy and law firm. She says the biggest mistake women make in business is not negotiating for themselves.   Justice says that too often, women don’t hire proper...

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How To Use Sales Funnels To Build Customer Experience With Russell Brunson show art How To Use Sales Funnels To Build Customer Experience With Russell Brunson

The Modern Customer Podcast

It's no secret in a post-COVID world, much of the shopping is happening online. That said, the internet is a great opportunity for brands, but it can also be overwhelming for customers. Not all websites and online customer experiences are created equally. One of the best aspects of an online experience for customers and brands are sales funnels. According to Russell Brunson, co-founder and CEO of ClickFunnels, a sales funnel is completely designed around the customer experience. Traditional websites tend to have complex navigation systems with dropdown menus and lots of options. While some...

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How To Create Agile Customer-Centric Teams show art How To Create Agile Customer-Centric Teams

The Modern Customer Podcast

Building a better experience for customers often starts internally by creating a customer-centric culture and strong teams. And for many successful companies, those teams are transitioning to become more agile. Agile is a buzzword often thrown around with teams. According to Sarah Elk, author of Doing Agile Right: Transformation Without Chaos, there’s a difference between companies that do agile well and companies that don’t do it properly and end up with more issues than before. What does it mean to be agile? It’s a way of organizing and running teams that helps them change businesses,...

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Human-First Customer Service is Broken: Here’s How to Fix It show art Human-First Customer Service is Broken: Here’s How to Fix It

The Modern Customer Podcast

Every modern customer is familiar with the basic customer service script. It’s often what they hear after waiting on hold and having to work through a phone tree, when what they really want is a quick answer to a question or a human to have an actual conversation with. Instead, they’re left with a frustrating interaction that takes too long and is ineffective. According to Ruth Zive, head of marketing at automated customer service company Ada, human-first customer service is broken. Too often customers have to wait on hold only to get the runaround with questions and feedback that are...

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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.