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184: Building Stronger Customer Connections

Scaling Up Business Podcast

Release Date: 01/08/2020

202: Scaling Up Insights — Coach Panel with Daniel Marcos, Andy Clayton, and Judy Guido show art 202: Scaling Up Insights — Coach Panel with Daniel Marcos, Andy Clayton, and Judy Guido

Scaling Up Business Podcast

Welcome back to another episode of Scaling Up Insights! We have guests Daniel Marcos, Andy Clayton, and Judy Guido to share their thoughts on the new developments happening in the World of Scaling Up.

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201: Daniel Ramsey — Setting up for Remote Work During a Health Crisis. show art 201: Daniel Ramsey — Setting up for Remote Work During a Health Crisis.

Scaling Up Business Podcast

Companies now have everyone working remotely. If you don’t have it yet, you’re about to. Remote work is becoming the new normal and most of us are not set up for it! Today’s episode is all about ways you can optimize your working-from-home situation.

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200: Bill Gallagher — Big Moves for Crisis Leadership show art 200: Bill Gallagher — Big Moves for Crisis Leadership

Scaling Up Business Podcast

Each day this week, Bill has been sharing a podcast about important information you need to know during a crisis. We first started with Warren Rustand, who discussed leading in a time of crisis; he was followed by Heidi Hanna and she covered the mental health aspects of dealing with a crisis.

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199: Verne Harnish — The 5Cs For Leading in a Crisis show art 199: Verne Harnish — The 5Cs For Leading in a Crisis

Scaling Up Business Podcast

Panic is contagious out there but so is leadership. It’s time for leaders to rise up! This is why we have a very special guest today and that’s Verne Harnish. He has spent 38 years working with the best leaders dealing with crises and has some words of wisdom for you today.

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198: Cameron Herold — Execution During a Crisis. show art 198: Cameron Herold — Execution During a Crisis.

Scaling Up Business Podcast

Basic routines still matter as you are going through change and a bit of disruption in your standard patterns. Focus and great execution will help get you through this period of stress and uncertainty.

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197: Rich Manders — Creating Your Plan B Without Panic show art 197: Rich Manders — Creating Your Plan B Without Panic

Scaling Up Business Podcast

How do you move from surviving to thriving during the worst pandemic crisis we’ve seen in a very long time? You can write your own breakthrough growth story right now. Today, you’ll learn how to use the Strengths, Weaknesses, and Trends (SWT) tool to help accelerate your growth.

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196: Greg Crabtree — Keeping Your Business Financials Healthy show art 196: Greg Crabtree — Keeping Your Business Financials Healthy

Scaling Up Business Podcast

Cash is a king and you can’t survive without cash. You also cannot take advantage of opportunities without cash. If you’ve prepared well, you have a big cash reserve right now and you will be able to maximize your return on luck during this period. However, what happens if you don’t currently have enough in reserves?

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195: Heidi Hanna — Taking Care of Your Mental Health During a Crisis show art 195: Heidi Hanna — Taking Care of Your Mental Health During a Crisis

Scaling Up Business Podcast

We’ve all heard of the advice that you must put on your own oxygen mask first before helping others. But how can you do that if you’re losing it yourself? We have a mental health expert to help calm your nerves. This episode is two of a series of five episodes on the five big moves leaders need to make right now during a crisis.

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194: Warren Rustand — Leading in a Time of Crisis show art 194: Warren Rustand — Leading in a Time of Crisis

Scaling Up Business Podcast

How do you lead people when you don’t know what’s going on? Nor when you have a plan in place for an unexpected crisis? Teams are desperate for your leadership. This episode is one of a series of five episodes on the five big moves leaders need to make right now during a crisis.   Warren Rustand is a serial entrepreneur, educator, and public servant. He served as Appointments Secretary to President Gerald Ford and has been Chairman or CEO of 17 companies. He was the previous Chairman of the World Presidents Organization and the Dean of Leadership for the Entrepreneurs’ Organization....

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193: Lindsay Pedersen — Building an Ironclad Brand show art 193: Lindsay Pedersen — Building an Ironclad Brand

Scaling Up Business Podcast

How do you get your marketing to work better? How do you know when your messaging is working and how do you optimize it for maximum conversions? If you’re worried about whether your message is hitting home for your customers, chances are you have a branding issue.

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More Episodes

We can reach anyone through technology, whether it be through social media, Slack channels, text, emails, etc., there is always a way to get through to someone, yet we are less and less connected. How can we truly connect with people in a meaningful way? Our guest is an expert in customer service through connection.

 

John DiJulius got his start owning and running a chain of upscale salons and spas in the mid-’90s and his business was repeatedly named one of the top 20 salons in America. John’s primary business, The DiJulius Group, is an international consulting firm. John also runs a non-profit, Believe in Dreams, which works with children in helping them achieve their dreams.

 

Ever gotten the, “Your call is important to us” message? You know it isn’t! The reality is, technology is not the enemy, but it does make it easy to eliminate the true human experience. Just take a look at social media, we feel much more connected to our old highschool buddies, but those relationships become much more shallow as we only see the highlights and not the nitty-gritty.

 

Naturally, as we rapidly grow, we cannot be as careful about who we hire into the company and that can really destroy the customer experience. Our customer-facing employee rarely understands the pain their target customer is facing. The valet parking the customer’s Maserati is not driving a Maserati himself. Consultants working with CEOs might not have ever been CEOs themselves. The first step is to help your employees understand what your customer is going through.

 

John uses Starbucks as an example; they were growing rapidly and everything was breaking at the seams. John worked with Starbucks to create a ‘day in the life of a Starbucks employee’ roadmap, which helped employees consistently give their presence, attention, expertise to their customers, no matter what struggles they were going through.

 

Interview Links:

Thedijuliusgroup.com

Believeindreams.org

The Relationship Economy: Building Stronger Customer Connections in the Digital Age, by John DiJulius III

Ruby.com

 

Resources:

Scaling Up Workshop: Interested in attending one of our workshops? We have a few $100 discounts for our loyal podcast listeners!
Scaling Up for Business Growth Workshop: Take the first step to mastering the Rockefeller Habits by attending one of our workshops.

Scaling Up Summits (Select Bill Gallagher as your coach during registration for a discount.)

Bill on YouTube