Customers First Podcast

The Customers First Podcast with host Tacey Atkinson. Here we engage in Customer-Centric Conversations with industry experts from around the globe to discuss strategies to deliver Magical Customer Experiences. Thank you for tuning in, becoming Magic Makers, and I look forward to us sitting down to more valuable conversations in the future. Remember..... Customer-Centric Cultures Create Magical Customer Experiences. Go Spread the Magic!

Thank you Listeners, Now go, Create the Magic! 08/26/2025

Building Customer Connections, and Adapting to Trends with Jamaul Ford 08/19/2025

Building Customer Connections, and Adapting to Trends with Jamaul Ford On this episode of the Customers First podcast, I'm joined by Jamaul Ford, a second-generation entrepreneur who embodies the essence of empathy and community-driven business practices. Our discussion dives deep into his entrepreneurial journey, where he shares insights garnered from a diverse range of experiences in B2B collaborations, emphasizing the power of genuine connection in business. As we explore the importance of understanding market needs, Jamaul stresses the significance of integrating microeconomic principles into business strategies. He advocates for conducting thorough research, utilizing surveys, and crafting minimal viable products (MVPs) to test market interest before launching. By focusing on what potential customers truly want, rather than assumptions, entrepreneurs can better position their products and services for success. Jamaul intriguingly introduces the concept of transforming waiting lists into "wealthy lists," explaining how maintaining communication with interested prospects can ensure a steady cash flow and engaged clientele. We also discuss the vital aspect of geographical dominance in business. Jamaul illustrates the importance of local relevance and how businesses must optimize their presence within their communities to attract and retain customers. Citing the way local referrals can significantly impact customer perception, he underscores the role of building rapport and relationships as a foundational marketing strategy. As the dialogue progresses, Jamaul shares his vision of the future business landscape, highlighting the dual trends shaping entrepreneurship today: the shift towards productized services and the rising significance of generative engine optimization (GEO). He explains how businesses must adapt to an evolving digital landscape, especially with the growing preference for AI-driven solutions, and stresses the urgency for smaller businesses to embrace these changes or risk being left behind. Throughout the episode, listeners are encouraged to focus on authentic relationships and the power of community in crafting extraordinary customer experiences. Jamaul's Contact Information: Website: Social Media: @jamaulford Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/37391710

Tactical Empathy in Coaching with Mike Viane 08/12/2025

Tactical Empathy in Coaching with Mike Viane On this episode, I welcome Mr. Mike Viane, a certified business and executive coach, to the Customers First Boardroom. With an impressive 30-year career in the movie industry, including roles at major studios like Warner Bros, Mike brings invaluable insights into the intersection of business acumen and storytelling. Currently, he's the owner of Focal Point Coaching, where he helps a range of clients—from executives to entrepreneurs—navigate growth and organizational reinvention. Mike has learned to work with various personality types in high-pressure environments and how to facilitate better communication and understanding among teams. He emphasizes the importance of authenticity and vulnerability in leadership, especially when striving for a positive work culture and improved guest experiences. One of the most striking concepts we discuss is tactical empathy, as popularized by Chris Voss in his book "Never Split the Difference." Mike explains how replacing judgment with curiosity in business interactions can lead to deeper understanding and better resolutions. He illustrates this approach with a real-life example involving movie theatre managers successfully de-escalating a tense situation with an unhappy guest by applying empathetic communication strategies. We dive into actionable insights as well, particularly the idea of Difference-Making Actions (DMAs). Mike passionately advocates for intentionality in our daily routines, urging listeners to set specific, measurable actions that align with their goals rather than simply getting caught up in reactive tasks. He discusses the importance of making these DMAs a priority at the start of each day, highlighting that small, intentional actions can cumulatively lead to significant personal and professional growth over time. Wrapping up our conversation, we touch on the concept of the "marathon mindset"—a theme that Mike encountered at a recent coaching conference. He outlines the four P’s: purpose, preparation, pace, and perseverance, emphasizing how breaking down overwhelming goals into manageable steps can foster sustained progress and mitigate feelings of uncertainty. As we close, Mike leaves us with his core message about the power of focusing on our DMAs to set ourselves up for success. He encourages listeners to take actionable steps daily that contribute to a positive workplace culture and customer experience. Mike's Contact Information: Website: LinkedIn: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/37390615

Future-Proofing Careers Against Automation with Sonja Price 08/05/2025

Future-Proofing Careers Against Automation with Sonja Price On this episode of the Customers First Podcast, we delve into a thought-provoking conversation with Sonja Price, a future-of-work strategist, executive branding expert, and career acceleration coach. With extensive experience working with professionals from leading companies such as Google, Meta, and Microsoft, Sonja has dedicated the past 15 years to empowering ambitious individuals by helping them navigate their careers to achieve promotions and build impressive personal brands. As the founder of Infinite Leaders and Dynamo Careers, she discusses the importance of remaining relevant and resilient in today’s rapidly changing job market. Sonja shares her journey of self-discovery, highlighting her belief that she was destined to become a coach from a young age. Drawing from her diverse career in corporate environments, where she transitioned between roles every few years, she illustrates how these experiences shaped her understanding of business operations and strategy. Her inspiration for starting her coaching business came from conducting customer interviews, where potential clients articulated their need for career coaching, thus validating her direction. This dynamic background enables her to uniquely package the skills and accomplishments of her clients, helping them stand out to prospective employers and decision-makers. The conversation shifts to the pressing need for professionals to future-proof their careers, especially in an era defined by automation and advancements in AI technology. Sonja emphasizes the urgency for individuals, regardless of employment status, to contemplate their future career trajectories and the skills necessary to remain not just relevant but in high demand. She discusses the competitive nature of the current job market and encourages listeners to embrace AI skills as an integral part of their professional development. As we explore the concept of executive branding, Sonja elaborates on how professionals must elevate their personal brands to align with the increasing demands of senior leadership roles. She outlines strategies for enhancing visibility and positioning oneself as a thought leader in one's respective fields, emphasizing the importance of sharing insights through white papers, speaking engagements, and other visible avenues that highlight a professional's expertise. She encourages listeners to find what ignites their passion and to invest in learning leadership techniques that align with their interests. This episode serves as a treasure trove of insights for anyone looking to navigate the complexities of their career paths, innovate their branding, and foster a more balanced, fulfilling professional life. Sonja's Contact Information: Website: LinkedIn: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/37388865

High-Touch Service in Cybersecurity with Alison Dixon 07/29/2025

High-Touch Service in Cybersecurity with Alison Dixon On this episode, I had the pleasure of speaking with Alison Dixon, the Chief Customer Experience Officer at Portnox, a leader in zero-trust network access control. Alison’s unique insights stem from her diverse background, which encompasses various roles in HR, sales enablement, and IT. As we dove into the conversation, Alison shared her journey of building a customer experience organization from the ground up at Portnox, emphasizing the importance of prioritizing customer relationships in a rapidly growing tech environment. Alison recounted her initial days at Portnox, which began as a small startup of about 20 employees. Soon after her arrival, she recognized the pressing need for deeper insights into customer accounts and interactions as the company scaled. Her prior experience as a fundraiser and in HR equipped her with a holistic approach to understanding customer psychology and needs. Through meticulous customer journey mapping, she established strategies that centred on enhancing the overall experience, detailing how each stage of customer interaction contributes to long-term loyalty and satisfaction. We delved into the often transactional mindset prevalent in many organizations, particularly those that prioritize immediate revenue over long-term relationships. Alison argued firmly for a shift towards valuing customer experiences, stating that a lack of focus on building connections could lead to lost opportunities, even for small clients who may evolve into significant partners over time. Her philosophy is clear: if companies establish authentic human connections with their customers, they stand to gain far more than transactional profits. Throughout our discussion, we touched on the high-stakes nature of cybersecurity and how this uniquely shapes customer experience. Alison highlighted the critical importance of maintaining accessibility and support for clients, given the potential risks associated with cybersecurity breaches. She emphasized that customers need confidence in their service providers and need to establish trust through transparent communication, even when addressing negative scenarios. As our conversation progressed, we explored the role of customer experience in product development and overall business strategy. Alison passionately conveyed that understanding customer feedback not only helps retain clients but also informs the direction of product innovation. This perspective has led her team to integrate CX insights into their roadmap, aligning organizational goals with customer expectations. Towards the latter part of the episode, we took a thought-provoking turn into the realm of artificial intelligence in customer experience. Alison expressed cautious optimism about AI's potential but was wary of its increasing deployment without a foundational human element. She underscored the value of genuine interactions and deep understanding through personal connections — a sentiment she has repeatedly validated through firsthand experiences with Portnox customers. In closing, Alison shared her belief that creating exceptional customer experiences is not the sole responsibility of one department but rather a collective effort throughout the entire organization. By fostering a culture that prioritizes customer care and connection, even the smallest companies can achieve remarkable growth. Overall, this episode offered valuable insights into the evolving landscape of customer experience within the cybersecurity industry, highlighting strategies that can lead to sustained success. Alison's Contact Information: Website: LinkedIn: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/37301105

The Future of Small Business Technology with Ken Cox 07/22/2025

The Future of Small Business Technology with Ken Cox On this episode of the Customers First Podcast, I have an insightful conversation with Ken Cox, President of River City Internet Group and the mind behind InLink.com—a platform dedicated to providing small businesses and solopreneurs with the essential tools needed for success. Ken passionately shares his journey from a challenging childhood to becoming a key player in the tech industry, illuminating how his early experiences shaped his approach to empowering entrepreneurs. Ken discusses the disparities he observed in the business landscape, particularly regarding the resources available to larger corporations compared to small businesses. He emphasizes the importance of creating a level playing field through technology, allowing smaller entities to compete effectively. His mission with InLink.com is to simplify operations for small businesses by offering an all-in-one suite that includes a fully integrated CRM, office tools similar to Google Drive, and unparalleled support. We explore how these resources not only improve productivity but also enhance customer experiences by streamlining communication and marketing efforts. Throughout our discussion, Ken highlights the transformative impact of artificial intelligence in the business realm. By implementing AI-driven solutions, Ken aims to alleviate common pain points faced by small business owners, ultimately allowing them to focus on what they do best—serving their customers. We dive deeper into the functionalities that differentiate InLink.com from other software on the market, such as its commitment to user data privacy, integrated marketing capabilities, and ease of use for entrepreneurs who may be apprehensive about navigating digital tools. As our conversation unfolds, Ken predicts a future where small businesses leverage both Web 2.0 and 3.0 technologies to expand their presence beyond local markets. He envisions a time when Main Street businesses can create a national brand identity through innovative products and online courses, ultimately doubling or even tripling their revenue streams. For those eager to implement cutting-edge solutions and build winning strategies for their businesses, this episode is a must-listen. Kens' Contact Information: Website: LinkedIn: YouTube: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/37299995

Creative Entreprenuership with Alexis Boyett 07/15/2025

Creative Entreprenuership with Alexis Boyett On this episode of the Customers First Podcast, I engage in an insightful conversation with Alexis Boyett, a dynamic entrepreneur whose career encompasses modelling, acting, and immersive experience design. As the founder of Company with Character and The Bippity Platform, Alexis embodies a vision rooted in connection, creativity, and empowerment, guiding individuals to forge deeper connections with themselves and one another. Our dialogue traverses her unique journey, starting from her early days in Los Angeles, where she sought validation through modelling and acting after overcoming past bullying experiences. Alexis shares the transformative moment she realized the importance of authenticity while on set with A-list celebrities. Her engaging anecdotes showcase that even those in the limelight experience vulnerability and awkwardness, making them beautifully human. As she delves into the pivotal shift from pursuing fame to recognizing her true impact through character entertainment, Alexis highlights her discovery of professional princessing – an avenue that not only reignited her passion for performance but also instilled her with the profound realization of how storytelling can significantly shape children's lives. Taking her experience to the next level, Alexis founded her nationwide company focused on character entertainment, integrating anti-bullying messages into her performances. However, the onset of the pandemic prompted her to reassess her path. After selling her company to her performers, she launched Bippity, the first business and personal development platform aimed at character entertainers. We explore her passion for bringing character entertainment into corporate spaces, as she introduces innovative offerings like the Holiday Cheer Calendar that evoke joy and creativity among teams. We also discuss the nuances of entrepreneurship, particularly the challenges creative individuals often face in distinguishing their business from their own personal value. Alexis emphasizes the importance of viewing business as a creative expression rather than an extension of self-worth, allowing for growth and innovation without emotional entanglements. Through this lens, she offers poignant insights into maintaining alignment with one’s values while navigating the complexities of building a sustainable business. The culmination of our conversation reveals the essence of her work, encouraging individuals to embrace their authenticity and diminish the fear of failure. In closing, Alexis leaves us with a powerful reminder of the importance of making magic and believing in one’s unique light. This episode is a deeper exploration of how creative entrepreneurship and personal authenticity can intersect, creating opportunities for connection and growth in both personal and professional spheres. Alexis' Contact Information: Website: LinkedIn: Instagram: @thebippityplatform Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/37294615

Transforming Customer Experience using LinkedIn with Al Kushner 07/08/2025

Transforming Customer Experience using LinkedIn with Al Kushner On this episode of the Customers First Podcast, I had the pleasure of speaking with Al Kushner, a renowned thought leader and author known for his expertise in AI-driven personal branding strategies on LinkedIn. As the conversation unfolded, Al shared invaluable insights and practical tips aimed at helping professionals leverage the power of LinkedIn to build their brands and foster authentic relationships. We began our dialogue by delving into Al’s inspiration for his book, "The AI LinkedIn Advantage: Unleash the Power of AI and Dominate the Competition," where he identified a gap in the market that combines LinkedIn strategies with AI technology. Al discussed his fundamental belief that an optimized LinkedIn profile is crucial for establishing trust and attracting meaningful connections. As businesses increasingly turn to LinkedIn for relationship-building, Al provided strategies for how they can utilize their company pages effectively, emphasizing the importance of authenticity over aggressive marketing tactics. We discussed how companies can maintain a credible presence by offering valuable content and avoiding practices that lead to account restrictions, such as outsourcing personal page management. Al also explained how customer service can be transformed by using LinkedIn as a strategy hub. He highlighted the platform's ability to connect individuals directly with influencers and decision-makers through timely conversations tied to recent posts. This approach fosters a more engaging environment than traditional email outreach, which often ends up in spam folders. Throughout our conversation, Al reiterated that successful interactions on LinkedIn are about giving more than receiving, urging listeners to create value through their content and interactions. One of the standout strategies discussed was the creation of LinkedIn newsletters. Al explained that newsletters not only keep followers informed but also tap into LinkedIn’s high authority, ensuring content reaches inboxes effectively. This strategy, combined with video content—which Al noted captures attention better than text—positions professionals and businesses alike for greater visibility and engagement on the platform. In the latter part of the episode, we touched on Al’s special gift for listeners—a free e-book designed to optimize LinkedIn profiles, along with his upcoming book release, which includes valuable LinkedIn prompts. Al's genuine passion for supporting others in their professional journeys was evident as he encouraged listeners to reach out for further assistance. This episode is packed with actionable advice and profound insights to help listeners create exceptional personal brands and leverage LinkedIn’s capabilities. Al's perspective promises to inspire and guide professionals across various industries, fostering meaningful connections and driving growth. Al's Contact Information: Website: LinkedIn: Link to Free E-Book: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/37207650

Customer Experience is Not a Cost Center with Ryan Rael 07/01/2025

Customer Experience is Not a Cost Center with Ryan Rael On this episode, I dive into an enlightening conversation with Ryan Rael, a certified customer experience strategist and founder of Tight Ship CX. We explore how businesses can elevate their customer experience by streamlining operations and optimizing customer journeys while leveraging the right technology. Ryan details the importance of customer feedback and technology in shaping exceptional customer journeys. He emphasizes how the blend of innovation from small businesses and the structured processes of corporate environments can create powerful strategies for growth and improved customer loyalty. Throughout our discussion, Ryan highlights the importance of understanding the connections between operational efficiency and customer satisfaction, asserting that businesses often overlook the impact their internal processes have on customer experiences. We address the common misconceptions businesses have about customer experience being a cost center, and Ryan provides concrete strategies for shifting this perspective. By identifying quick wins—such as obtaining feedback through accessible tech or refining response times—business leaders can demonstrate the direct relationship between customer experience enhancements and revenue growth. Ryan emphasizes the need for organizations to move beyond a transactional mindset and to foster deeper, relationship-oriented customer interactions that underpin long-term loyalty. A crucial point is the role of effective communication in customer experience. Ryan advocates for closing the feedback loop with customers, explaining that it's essential not just to gather insights but also to inform customers about changes made as a result of their feedback. This creates a sense of respect and value in the customer relationship, enriching their overall experience with the brand. Ryan reveals the initial step he takes with new clients: conducting a customer experience audit, giving a comprehensive view of the customer journey, to highlight key areas for improvement. Utilizing this holistic evaluation, businesses can gain clarity on customer touchpoints and uncover opportunities for impactful changes. The episode is a treasure trove of practical strategies and insights for any business leader to create truly customer-centric cultures. Ryan's Contact Information: Website: LinkedIn: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/37207090

Personalization of Women's Healthcare with Amita Sharma 06/24/2025

Personalization of Women's Healthcare with Amita Sharma On this episode of the Customers First podcast, I engage in a powerful discussion with Amita Sharma, co-founder of NourishDoc, a holistic wellness platform designed specifically for midlife women. Amita shares her journey through the debilitating symptoms she faced, underscoring how these experiences motivated her to create a platform that emphasizes empathy, personalization, and trust to meet the needs of underserved populations. Amita takes us through her vast background in high-tech, which provided her with a unique perspective on the gaps prevalent in healthcare. After experiencing her struggles with perimenopause and realizing the lack of support from both her workplace and healthcare professionals, she felt compelled to explore holistic wellness. Amita interviewed thousands of experts and discovered that the healthcare system largely overlooks women’s health issues during these critical life stages due to insufficient research and training. Her revelations marked the beginning of a mission to elevate the conversation around women's health, particularly regarding the symptoms and challenges posed by hormonal changes. We dive deeper into the importance of addressing perimenopausal experiences not just through the lens of individual well-being, but also about workplace productivity. By illuminating how symptoms like brain fog, mood swings, and physical changes can impact women's performance at work, Amita highlights the necessity for businesses to create supportive environments that acknowledge these challenges. This conversation sheds light on how addressing these issues proactively can benefit both employees and employers. Amita elaborates on the 360-degree view of holistic wellness that NourishDoc provides. She explains that holistic wellness is not a trend but rather a comprehensive approach that nurtures the mind, body, and soul. The platform offers various resources such as diet and lifestyle modifications, therapeutic practices like breathwork and yoga, and evidence-based information on health management. Amita emphasizes that wellness isn't limited to physical health; mental and emotional health are equally critical components in navigating life's transitions, and that investing in oneself is imperative. As we conclude, Amita addresses how she has ensured affordability and access remain a priority in her model, understanding that high-quality wellness solutions must be available to everyone. This commitment underscores her compassionate mission to empower women and educate organizations about the importance of supporting their female workforce during these critical life stages. Amita's Contact Information Website: LinkedIn: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/37019155

AI and the Customer Experience with Dustin Jensen 06/17/2025

AI and the Customer Experience with Dustin Jensen On this episode of the Customers First Podcast, I engage in an enlightening conversation with Dustin Jensen, the founder of AIA System, a pioneering venture in the realm of AI applications. We delve deep into the nuanced world of customer experiences and how AI can serve as an essential ally in creating memorable interactions. He emphasizes that AI is not the flashy tool many perceive it to be, but rather an invisible co-pilot poised to enhance our workflows through subtle, intelligent interactions. Dustin elaborates on the importance of integrating AI within organizations, noting that many companies are still grappling with the implementation process. This is not merely about adopting technology for technology's sake; it's about enhancing the customer journey and streamlining operations to ultimately boost productivity and satisfaction. As our conversation progresses, we turn our attention to the healthcare industry, where Dustin highlights how AI can relieve the burdens of administrative tasks, allowing professionals to dedicate more time to their patients. The aim here is not to replace human interaction, but to elevate it, ensuring that healthcare providers can focus on building meaningful relationships with their patients. We also tackle the fears surrounding job loss due to AI, emphasizing the necessity of human involvement even in increasingly automated processes. Dustin reinforces the idea that AI is about augmenting human capabilities rather than replacing them; it enables people to focus on more substantial, value-driven tasks, thus fostering a more collaborative environment between humans and AI. Towards the end of our conversation, we discuss strategies for building customer-centric cultures that embrace AI while steering clear of disruption. Through this dialogue, we demystify AI and explore how it can serve as a bridge to enhanced customer experiences without sacrificing the vital human touch. This episode ultimately paints a picture of a collaborative future where technology and human talent work hand-in-hand to create magical experiences for customers. Dustin's Contact Information: Website: LinkedIn: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/37014995

"The Villain Trap" with Chris Gillen 06/10/2025

"The Villain Trap" with Chris Gillen On this episode, I am joined by Chris Gillen, a distinguished leadership advisor, coach, and speaker who has dedicated his career to fostering cultures of trust and accountability in organizations. We delve into the central themes of his latest book, "The Villain Trap," which explores how blame undermines leadership and erodes the foundation of effective team dynamics. Chris, with over 35 years of retail experience, shares valuable insights on how individuals, knowingly or unknowingly, can become the villains in their leadership narratives. Chris recounts his transition from running large retail operations to coaching startups, providing a unique perspective on cultivating a culture of empowerment and ownership in workplaces. His phrase "the blame bubble" encapsulates the moment when leaders fail to take accountability for their actions, often leading to detrimental consequences for team morale and organizational culture. Through his personal anecdotes and professional journey, Chris underscores the urgency of recognizing this issue to prevent it from spiralling into a poisonous atmosphere within teams. As we delve into the mechanisms of blame and villainization, Chris outlines the five distinct stages of the villain trap, starting with the initial trigger of discomfort that leads to the victim reflex and ultimately to the emotional justification of villain creation. This cycle illustrates how leaders and team members can distort reality to avoid taking responsibility. Chris emphasizes that true leadership is about shifting perspective from finding blame to seeking collaborative solutions, actionable ownership, and mutual understanding. This conversation not only explores the challenges of leadership but also inspires a broader dialogue about accountability, emotional intelligence, and leading with authenticity. By offering actionable advice and a compassionate perspective, Chris encourages leaders at all levels to reflect on their impacts, both personally and communally, in fostering a culture that prioritizes empathy over villainization. Chris's Contact Information: LinkedIn: Link to Book Website: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/36909700

Building Connection in a Noisy World with Amy Kehs 06/03/2025

Building Connection in a Noisy World with Amy Kehs On this episode of the Customers First podcast, I'm joined once again by Amy Kehs, a seasoned brand strategist and communication expert focused on enhancing the visitor experience in museums. With over two decades of experience in public relations, Amy has developed a deep understanding of how to foster meaningful connections between institutions and their audiences, particularly in the wake of the disruptions caused by the pandemic. In our discussion, Amy introduces her recently published ebook, "Building Connection in a Noisy World," which serves as a practical guide for museums striving to improve visitor engagement and retention. The book offers actionable insights and strategies to encourage repeat visits and cultivate lasting community relationships. Amy emphasizes the importance of seeing visitors not merely as one-time attendees but as potential lifelong advocates who will return and share their experiences with friends and family. We explore the concept of museums becoming community hubs, where they can forge strong connections with visitors. Through engaging anecdotes, such as the loyalty fostered by a favourite restaurant and the 'Cheers' effect, Amy illustrates how consistent, welcoming experiences can create a sense of belonging. She encourages institutions to embrace local partnerships and community events, creating traditions that invite people back again and again. A significant portion of our conversation revolves around the necessity of clear and consistent storytelling. Amy stresses that museums must clearly articulate their unique missions and values so that visitors understand their significance beyond the walls of the institution. This clarity not only makes their messaging more memorable but also drives engagement and fosters advocacy. Moreover, our dialogue highlights the critical role of the visitor experience—how the journey begins long before anyone walks through the doors. Amy outlines the need for a meticulously crafted digital presence as the first touchpoint, setting the stage for an impactful in-person experience. From effective signage to follow-up communications, she underscores the importance of every aspect of interaction in shaping visitor perceptions and fostering loyalty. As we wrap up, Amy imparts valuable advice to museums and businesses alike: building relationships doesn't require a hefty budget; it involves a commitment to community engagement and clear communication. Her book is described as not merely a textbook but a living resource filled with real-life applications that can be utilized to nurture relationships and enhance the overall customer experience, no matter the industry. Amy's Contact Information: Website: LinkedIn: @ E-Book: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/36826635

3 Keys to Leadership Magic with Angie Robinson 05/27/2025

3 Keys to Leadership Magic with Angie Robinson On this episode of the Customers First Podcast, I welcome back Angie Robinson, a valued member of our Customers First family and a leadership development facilitator. Angie shares her rich background and journey from a successful corporate HR career to establishing her coaching business focused on empowering leaders through self-awareness and development. With over 25 years of experience in HR across various industries, Angie emphasizes her passion for people development and the importance of honing in on what brings joy and impactful results within organizations. We dive deep into Angie’s insights on the pivotal role of self-awareness in effective leadership. As we explore the framework she introduced in previous episodes, we focus on her three keys to leadership magic: Character, Confidence, and Connection. Angie articulates how self-awareness serves as the foundation for these principles, allowing leaders to understand their strengths, weaknesses, and intrinsic impacts on their teams. The conversation shifts to the specifics of each key. First, Angie discusses Character as the core of self-awareness, underscoring the importance of understanding one's values, beliefs, and behaviours. She reflects on how this self-reflection can unveil blind spots and lead to intentional decisions that enhance leadership effectiveness. As we delve into Confidence, Angie challenges the misconception that seeking support for self-doubt equates to weakness. Instead, she advocates for a grounded trust in oneself despite uncertainties. She highlights the inner dialogues that can hinder our confidence, encouraging listeners to recognize and confront these limiting beliefs. Finally, we wrap up with Connection, which Angie emphasizes as a fundamental human need and a critical component of authentic leadership. She explains how meaningful relationships with ourselves and others foster trust and psychological safety in the workplace. By connecting deeply with both ourselves and our teams, we create an environment that promotes collaboration and shared growth. Angie concludes with a strong reminder of the importance of integrating these three keys into everyday leadership practice, suggesting that they’re interconnected and reinforce one another. This episode not only expands on how to cultivate impactful leadership but also challenges listeners to reflect on their practices and commit to personal and professional growth. Tune in to gain actionable insights and hear Angie’s unique perspective on creating a culture where leadership development thrives. Angie's Contact Information: LinkedIn: @angiekrobinson Instagram: @angierobinsoncoaching Website: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/36702785

EVERY Experience can be a Luxury Customer Experience with David Sauers 05/20/2025

EVERY Experience can be a Luxury Customer Experience with David Sauers On this episode of the Customers First podcast, I have the pleasure of speaking with David Sauers, co-founder and CEO of Royal Restrooms, a company redefining the portable restroom industry. We delve into David's journey, exploring the pivotal moments that led him to transform what was once considered a functional necessity into an experience that enhances any event. With a focus on creating luxurious, climate-controlled restroom trailers adorned with stylish interiors, David's vision was shaped by a personal moment involving his children that highlighted the pressing need for an elevated restroom experience at events. David candidly recounts the frustrations with traditional port-a-potties and how those experiences catalyzed innovation. Competitive advantages, such as climate control and aesthetics, swiftly turned Royal Restrooms' offerings from a niche product to an expectation at high-end events and weddings. He demonstrates a profound understanding of the importance of customer experience, emphasizing that the quality of restroom facilities can significantly affect guests' overall enjoyment and willingness to stay longer at events. David points out that their trailers have exceeded customer expectations, leading to lasting loyalty among their clientele. Throughout the conversation, we explore the challenges of innovating within an industry that has long been dominated by outdated perceptions. David reflects on the monumental effort required to change mindsets and illuminate the potential for an improved event experience through superior restroom facilities. His insights remind us that every detail contributes to an event's ambiance, proving that even something as commonplace as a restroom can be a conversation starter. We also touch on David's leadership philosophy and entrepreneurial vision, where he advocates for a willingness to embrace change and disruption as integral to business success. He articulates the importance of persistence and belief in one’s vision, emphasizing that even no’s from investors can lead to transformative pathways if one remains committed. His advice to fellow innovators—keep pushing forward, keep iterating, and always stay connected to your vision—resonates powerfully. Tune in to discover how Royal Restrooms sets a new standard in customer experience within the event industry, and glean invaluable insights that can help elevate your organization. David's Contact Information: Website: LinkedIn: Instagram: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/36615745

Intentional Culture Creation with Jaime Raul Zepeda 05/13/2025

Intentional Culture Creation with Jaime Raul Zepeda On this episode of the Customers First Podcast, I engage in a deeply insightful conversation with Jaime Raul Zepeda, a Workplace Culture Architect and Executive Leader. Jaime brings a wealth of experience in enhancing employee engagement and cultivating high-performance environments. We delve into the connection between cultivating a people-first culture and driving business success, exploring how organizations can maximize their potential through strategic people-centric practices. Jaime shares his journey into this field, sparked by a transformative reading of Dan Pink's "Drive." He emphasizes the importance of making work a fulfilling experience since we spend more time there than anywhere else. We discuss the domino effect of workplace culture on overall happiness and fulfillment, affecting employees and their subsequent interactions in their personal lives. Jaime's passion for fostering environments where people thrive radiates as he outlines his experiences at notable organizations like Great Place to Work and LinkedIn, which ultimately led to his current role in Best Companies Group. We shift our focus to what a redesigned employee experience could look like. Jaime passionately advocates for a holistic view encompassing the triple bottom line: people, profit, and planet. He challenges leaders to remember that focusing solely on profit can lead to disengagement and high turnover rates. Instead, he asserts the importance of feeding the people within the organization to maintain engagement and commitment. Citing the importance of dignity and fairness, Jaime insists that leaders must prioritize their people's fulfillment to excel in business truly. Throughout our conversation, we explored the misconception that employee happiness is synonymous with engagement. Jaime argues for a deeper understanding of growth and fulfillment, emphasizing that real challenges, rather than mere perks, lead to meaningful employee commitment. He invites leaders to invest thoughtfully in their people, fostering growth that stimulates pride and mastery rather than temporary satisfaction. We further examine how organizations can cater to diverse employee motivations by distinguishing between those who seek rapid career advancement and those who prefer steady growth. Jaime explains the importance of personalized development paths tailored to the individual's desires and goals, reinforcing that genuine growth leads to a stronger organizational culture. Jaime and I tackle the common pitfall of senior leaders focusing too heavily on top performers while neglecting the rest of their teams. He encourages a balanced approach to leadership that equally values all employees, asserting that fostering a culture conducive to everyone's development will fortify the organization against future challenges. As we conclude, Jaime reminds us of the integral link between employee satisfaction and customer loyalty. He encourages leaders to actively engage with their teams to understand their needs and expectations better. Our discussion leaves listeners with a powerful reminder that adopting a people-first mentality is not just a feel-good approach but a strategic imperative leading to increased organizational success. Jaime's insights are invaluable for any leader looking to create a thriving workplace culture that sparks employee engagement and customer loyalty. Jaime's Contact Information: LinkedIn: Website: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/36522455

Communicating throughout Disputes with Joshua Hart 05/06/2025

Communicating throughout Disputes with Joshua Hart On this episode of the Customers First Podcast, I had the privilege of speaking with Joshua Hart, an expert in conflict management and communication training. With nearly two decades of experience, Joshua has honed his skills in helping organizations navigate complex interpersonal dynamics. We explored the transformative journey that led him to specialize in conflict resolution, beginning with his early aspirations to become a marriage counsellor influenced by his family's background in ministry. However, he soon discovered that his true calling lay in helping groups and organizations tackle their communication challenges, leading him to pursue advanced education and certification in dispute resolution. Joshua shared some pivotal experiences from his career, including moments that sparked his passion for proactive conflict management. One key anecdote involved witnessing a heated confrontation between senior managers, highlighting the need for a better approach to communication and a framework for addressing conflict within organizations. This experience solidified his transition from radio, where he spent 14 years, to focus on conflict resolution," driving his motivation to develop communication strategies that foster understanding and resolution among divergent viewpoints. We delved into the significant changes that digital communication and social media have introduced to conflict dynamics. Joshua voiced concerns that the reliance on technology can diminish the human connection essential to effective conflict resolution. He emphasized that while digital tools can simplify searching for information, they cannot replicate the emotional intelligence that comes from face-to-face interaction. The conversation highlighted how understanding one's audience and recognizing different communication styles are vital for effective leadership, especially across generational divides in today's workplaces. Throughout our discussion, Joshua provided valuable insights into bridging generational gaps within teams by actively seeking feedback on preferred communication methods. He proposed actionable steps for leaders, including creating an open dialogue where team members can express their needs and frustrations and ensuring that multiple avenues for communication are available. The notion of being a "fire marshal" instead of a "firefighter" resonates throughout his philosophy; effectively preventing conflicts before they escalate is essential to fostering a productive workplace. As we wrapped up the episode, Joshua shared his belief in authentic connections and is eager to continue helping individuals navigate their challenges. This episode offers a treasure trove of insights for leaders aiming to cultivate more effective collaborative environments, reinforcing that empathy and proactive engagement are crucial for organizational success. Joshua's Contact Information: Website: LinkedIn: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/36426010

Integrity in Leadership with Jim Carlough 04/29/2025

Integrity in Leadership with Jim Carlough On this episode of the Customers First Podcast, we delve into leadership with Jim Carlough, an accomplished business strategist and author of "The Six Pillars of Effective Leadership: A Roadmap to Success." Drawing upon over thirty years of professional experience, Mr. Carlough asserts that effective leaders are cultivated through deliberate practice and mentorship. He recounts his early leadership journey, which commenced with his election to public office following his collegiate education, emphasizing how a pivotal question from a city manager regarding integrity profoundly influenced his ethical framework for leadership. Mr. Carlough underscores the critical role of mentorship, observing emerging leaders thrive with appropriate guidance, whereas those lacking such support will likely encounter challenges. In his book, he delineates the "Six Pillars of Effective Leadership," with integrity as the fundamental element. He further elaborates on the importance of compassion and empathy, highlighting leaders' need to support their team members actively. Additional traits such as focus, stability, and humour are also discussed, illustrating how these characteristics enhance team dynamics. The episode culminates with reflections on assessing leadership effectiveness through indicators such as low employee turnover rates and high levels of commitment. Mr. Carlough advocates for ongoing engagement and mentorship, encouraging current and prospective leaders to invest in their personal development and that of their teams, thereby fostering an environment conducive to growth and success within their organizations. Jim's Contact Information: Website: LinkedIn: Instagram: @jimcarloughmotivation Book Link: Tacey's Contact Information: Website: All Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/36327285

Creating Joyful Moments with Mark Shaw 04/22/2025

Meaningful Connections Matter with Danny Snow 04/15/2025

Meaningful Connections Matter with Danny Snow On this episode of the Customers First Podcast, I speak with Danny Snow, a renowned customer service expert deeply rooted in the Disney tradition of excellence. Danny shares invaluable insights shaped by his impressive track record and extensive experience creating unforgettable customer experiences. As a second-generation Disney cast member, he discusses how his early exposure to Disney's culture of exceptional service informs the principles he applies as a consultant and keynote speaker. Danny emphasizes the importance of understanding and fostering customer-centric cultures within organizations. He recounts his experiences working in Disney's theme parks, where he learned the significance of connecting with guests from diverse backgrounds, each bringing different emotional states and experiences. This understanding has become foundational in his professional approach to crafting tailored customer experiences in consulting and speaking engagements. A key topic we explore is customer experience mapping, a tool Danny uses to improve various business processes. He outlines the steps involved in analyzing customer interactions, distinguishing between mediocre and excellent service, and identifying areas for improvement. This method allows organizations to shift their focus from purely transactional engagements to creating memorable experiences that foster customer loyalty. We also discuss organizations’ challenges in sustaining customer service initiatives beyond their initial launch. Danny stresses the importance of leadership buy-in and integrating customer-centric behaviours into the company culture for long-term success. He shares examples of companies that consistently excel by prioritizing their customers' experiences, illustrating how tailored interactions can create meaningful connections. Throughout our conversation, we highlight the need for organizations to cultivate exceptional customer service beyond price and product. Danny shares heartfelt anecdotes, such as how a simple act of kindness during a customer interaction can create lasting memories and foster loyalty. He provides actionable tips on how businesses can "wow" their customers, from attentively listening to their needs to personalizing service in ways that make individuals feel valued. As we conclude, Danny encourages listeners to embrace their roles in customer service, highlighting that each interaction is an opportunity to create magic for others. He urges everyone to seek ways to positively impact the lives of those they serve, reinforcing that a customer-centric approach leads to professional fulfillment and personal satisfaction. This episode is a treasure trove of knowledge for anyone looking to enhance their organization's customer experience and build a culture prioritizing human connection. Danny's Contact Information: Website: LinkedIn: Instagram: Tacey's Contact Information: Website: Socials: @TaceyAtkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/36114395

Building A Learning Culture with Damon Lembi 04/08/2025

Building A Learning Culture with Damon Lembi On this episode of the Customers First Podcast, we welcome Damon Lembi, a seasoned leader in the learning and development space, as we delve into the intricacies of building a customer-centric culture through effective leadership. As the CEO of Learn It, a live learning platform that has empowered over 2 million learners, Damon brings a wealth of knowledge from his sports and business backgrounds. Our conversation revolves around fostering an organizational learning culture and how this can drive personal and organizational growth. A key theme in our discussion is the concept of a "learn-it-all" culture versus a "know-it-all" mindset. Damon emphasizes that fostering an environment where employees feel safe to experiment, fail, and learn is vital to success. He discusses how leaders must model this behaviour by being vulnerable and sharing their learning journeys, thus encouraging team members to engage in their growth. He underscores authentic leadership as creating a space where everyone can thrive and innovate, enhancing customer experiences. We also explore the crucial role of mentorship in nurturing a learning organization. Damon explains that internal mentorship programs can bridge knowledge gaps and facilitate cross-departmental understanding, breaking down silos critical for collaboration. Additionally, he discusses the reciprocal nature of mentoring, highlighting how leaders often learn as much from their mentees as they teach, further enriching the learning environment. Our conversation touches on the ever-changing work landscape, emphasizing the need for leaders to develop learning agility—the ability to learn, unlearn, and relearn. Damon stresses that as the world evolves, so must the skills and processes we rely on, urging leaders to embrace change rather than resist it. The rise of artificial intelligence is also addressed, with Damon encouraging listeners to engage with emerging technologies to remain relevant in tomorrow's workforce. As we conclude, Damon shares actionable insights on creating a feedback-rich environment where trust and open communication flourish. He reminds us that self-awareness is foundational to effective leadership and decision-making. Leaders can better engage with their teams by peeling back the layers of self-awareness, leading to more authentic interactions. Damon’s Contact Information: Website: LinkedIn: Book Link: Tacey's Contact Information: Website: LinkedIn: Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/36024035

Image is More Than What You See with Katherine Lazaruk 04/01/2025

Image is More Than What You See with Katherine Lazaruk On this episode of the Customers First Podcast, I engage in a transformative conversation with Katherine Lazaruk, an internationally certified image consultant and leadership coach. Katherine's journey from a professional opera singer to a sought-after keynote speaker and consultant is fascinating and deeply inspiring. We dive into her motivations for writing her book, "Executive Being: Humanizing Business, One Leader at a Time," and her passion for helping leaders embody their true potential in presence and character. Katherine recounts her career journey, revealing how traditional roles in the arts led her to discover that those paths did not suit her vibrant, multifaceted personality. After a life-altering health scare, she found clarity in her vision for the future, ultimately leading to her founding her consulting firm. She passionately discusses the intersection of leadership and authentic self-presentation, highlighting how she assists her clients in not only looking like leaders but also embodying leadership qualities. One of the key principles we explore during our discussion is the idea of "whole person, whole presence." Katherine emphasizes the importance of leaders embracing their complete selves in the workplace. This holistic approach allows leaders to connect with their teams deeper, fostering trust and authenticity. Throughout the episode, Katherine shares her insights on image consultancy misconceptions—addressing the often superficial stigma associated with the field. She dispels the notion that image and authenticity are mutually exclusive, reinforcing that effective presence accounts for authenticity and intentionality. As we wrap up, Katherine offers valuable advice to leaders across various levels, encouraging them to reflect on their paths and contributions in the workplace. Her insights inspire all listeners to elevate their engagements with colleagues and clients by recognizing the value of authenticity and human connection. Katherine's Contact Information: Website: LinkedIn: Book Link: Tacey's Contact Information: Website: LinkedIn: Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/35922880

The Magic of Customer-Centric Cultures with Diane Yarborough 03/25/2025

The Magic of Customer-Centric Cultures with Diane Yarborough On this episode of the Customers First Podcast, I speak with Diane Yarborough, the driving force behind Castaway & Company. We delve into the transformative nature of customer-centric cultures. Diane brings over twenty years of invaluable experience from her time at Disney, where she honed her skills in shaping leaders and cultivating cultures that inspire employees and customers. Diane shares her fascinating journey in her early career at Disney, starting as a college intern and growing through various roles that deepened her understanding of the guest experience. She recounts her initial exposure to the operational side of hospitality, which evolved into a broader perspective on service excellence as she took on leadership roles. Through her experiences, particularly at Walt Disney World and the Disney Cruise Line, Diane reflects on how guest interactions shaped her insights into organizational dynamics and the critical importance of a customer-first mindset. Throughout our discussion, Diane underscores the significance of intentional hiring and training processes, particularly within the high-stakes environment of the Disney Cruise Line, where a diverse crew must consistently deliver exceptional guest experiences. She emphasizes that the key to fostering a thriving customer-centric culture is equipping leaders to set clear expectations and model behaviours that align with organizational values. We explore the concept that nurturing the employee experience directly correlates with enhancing customer satisfaction. Diane argues that when leaders prioritize their team's well-being and development, it translates into a positive atmosphere that improves service delivery. Organizations can cultivate an environment that attracts talent and ensures long-term loyalty among employees and customers by focusing on leadership relationships and the overall employee lifecycle- from recruitment to offboarding. Join me as we uncover the intricacies of building an organizational culture steeped in customer-centric values. Diane's Contact Information: LinkedIn: Website: Tacey's Contact Information: Website: LinkedIn: Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/35827035

Inclusion Builds Cultures of Innovation with Dephia Howze 03/18/2025

Inclusion Builds Cultures of Innovation with Dephia Howze On this episode of the Customers First Podcast, I had the privilege of engaging with Delphia Howes, an esteemed leader in human resources, diversity, and inclusion. With over two decades of experience, Delphia has built a remarkable career and is also the author of "Including You: Leading Inclusion from Where You Are." We delved into the transformative power of diversity and inclusion (D&I) in organizational settings and how understanding these concepts is crucial for building successful teams and fostering an optimal workplace culture. Throughout our conversation, she emphasized that true inclusion begins with individuals taking personal responsibility, actively embracing underrepresented voices, and recognizing the wealth of experiences that diversity brings. As we navigated the core values of inclusion, Delphia eloquently articulated how each person's sense of belonging correlates to organizational success. She explained the difference between diversity and inclusion, emphasizing that having diversity without inclusion renders the former ineffective. Inclusion ensures that individuals feel valued and that their unique contributions are recognized and welcomed. Her insights highlighted the detrimental effects of exclusion on workplace morale, productivity, and retention. We discussed how innovation stems from a mosaic of experiences and how a homogeneous workforce limits an organization's potential for problem-solving and growth. Furthermore, we addressed the often misunderstood nuances of unconscious bias, with Delphia encouraging listeners to confront their biases openly. Leaders are responsible for fostering vulnerability and open dialogue, cultivating trust and deepening team members' relationships. Delphia's success and advocacy serve as a beacon for those eager to create authentic, customer-centric cultures that lead to magical experiences. The insights shared in this episode are invaluable for anyone looking to understand the true essence of D&I and how to implement these strategies effectively in their organizations. Delphia's Contact Information: LinkedIn: Website: Book Link: Tacey's Contact Information: Website: LinkedIn: Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/35589175

Intentional Choices in Leadership with Sylvie Di Giusto 03/11/2025

Intentional Choices in Leadership with Sylvie Di Giusto On this episode, I speak with Sylvie DiGiusto, the world's first 3D immersive keynote speaker, whose innovative presentation approach reshapes how we engage with audiences. Sylvie brings a wealth of experience from her 20-year corporate journey in retail and tourism, where she honed her skills in leadership development, building one of the most prominent leadership academies in Europe. Our conversation delved into her signature framework, "The Power of Choice," which empowers leaders to make intentional decisions that significantly impact their teams and customers. Sylvie articulates her passion for fusing customer-centric leadership with effective communication. She reveals how the realization that many candidates exhibit a discrepancy between their perceived and actual performance influenced her career path. This realization led her to examine the nuances of first impressions and unconscious biases, which profoundly affect how individuals and organizations are perceived. Together, we explore how these biases play a role in the customer experience and how leaders can bridge the gap between perception and reality. Our discussion also touched on the critical nature of first impressions in customer relationships and team dynamics. Sylvie illustrates this with vivid scenarios, demonstrating how instant judgments shape our interactions and the narratives we believe. She also introduces her ABCDE framework, which includes Appearance, Behavior, Communication, Digital Presence, and Environment, offering a comprehensive guide for individuals looking to refine how they present themselves in the business world. Throughout our conversation, it became evident that Sylvie's commitment to bridging the gap between leadership and customer-centricity presents a new paradigm for enhancing organizational culture and driving long-term success. Sylvie's Contact Information: Website: LinkedIn: Social Media: @sylviedigiusto Tacey's Contact Information: Website: LinkedIn: Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/35500575

Leadership Accountability with James Robbins 03/04/2025

Leadership Accountability with James Robbins On this episode of the Customers First Podcast, I had the privilege of speaking with the inspiring James Robbins, a transformative leader and motivational speaker. Our conversation began with his remarkable journey from humble beginnings on a cattle ranch to influential leadership roles. This journey profoundly shaped his views on leadership, inspiration, and motivation. James emphasizes a powerful truth: while leaders are accountable for outcomes, their teams ultimately drive success. Every effective manager should embrace three essential leadership truths: First, leaders must equip their teams with the tools and support necessary for achievement. Second, the role of an immediate supervisor is pivotal in determining employee happiness and engagement. Finally, James underscores that leadership is not just a position but a skill that evolves through continuous learning and self-reflection. In discussing his book Nine Minutes on Monday, James reveals how different motivations—intrinsic and extrinsic—can significantly influence employee engagement. We also tackle the critical theme of leadership ownership, where James passionately articulates the need for leaders to take responsibility during setbacks, creating a safe space for innovation and collaboration. As we conclude our enlightening conversation, James shares his insights on aligning personal values with professional life and teases his upcoming book on personal development. This episode is brimming with actionable tips for leaders eager to amplify their impact. I encourage you to reflect on these powerful insights and consider how to implement these leadership principles in your organization for transformative change. Timestamps: 3:20: The Three Truths of Leadership 5:04: The Impact of Leadership 23:27:Ownership in Leadership James Contact Information: Website: LinkedIn: Book Link: Tacey's Contact Information: Website: LinkedIn: Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/35396280

You Can't Lead From the Weeds with Liz Weber 02/25/2025

You Can't Lead From the Weeds with Liz Weber On this episode of the Customer's First Podcast, I am joined by Liz Weber, a distinguished business advisor, author, and organizational culture expert, to delve into the intricacies of leadership and company culture in today's fast-paced environment. Liz, with her vast experience and MBA in international business, shares her journey from a rewarding career with the State Department to becoming a trusted consultant for executives navigating the complexities of managing people and processes. As we explore the pressing challenges facing leaders today, Liz highlights the overwhelming nature of constant change, particularly since the pandemic. In her experience, identifying priorities has become paramount, as many leaders often find themselves mired in micromanagement rather than effectively delegating tasks to their teams. We discuss how critical it is for leadership to step back and empower their subordinates to take ownership of their roles, which fosters a more engaged and proactive workforce. Liz provides keen insights into the resistance leaders often exhibit, especially regarding trust and delegation. She explains her approach to helping leaders recognize that their hesitance to empower others can stifle development and lead to a disengaged culture. Through training and one-on-one coaching, Liz assists leaders in redistributing responsibilities, ultimately transforming their organization into a more balanced and efficient entity. We also delve into the critical role of corporate culture and its direct impact on employee satisfaction. Liz challenges listeners to consider how their teams feel about coming to work on Monday mornings, pointing out that a disengaged workforce reflects poorly on customer experiences. Through simple yet profound questions, Liz encourages leaders to confront hard truths about employee morale and actively create an environment where everyone feels valued and heard. Through Liz's expertise and genuine passion for leadership development, this episode aims to inspire leaders to cultivate a culture that prioritizes not just the customer experience but also the well-being and engagement of their employees, fostering a cycle of positivity and productivity that resonates throughout the organization. Timestamps: 7:00: Current Challenges for Leaders 10:58: Micromanagement and Leadership Effectiveness 15:06: The Importance of Strategic Planning 21:55: Focus on Company Culture 26:17: Maintaining Momentum in Culture Change Liz's Contact Information: Website: LinkedIn: Tacey's Contact Information: Website: LinkedIn: Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/35299780

The Power of Brand Storytelling with Tim Kalinowski 02/18/2025

The Power of Brand Storytelling with Tim Kalinowski On this episode of the Customers First Podcast, I discuss the transformative power of customer experience and brand storytelling with Timothy Kalinowski, president of Lore. A master storyteller and brand strategist, Tim empowers brands to connect meaningfully with their audiences. Tim shares his journey from marketing enthusiast to leading branding figure, recounting his motivation to establish Lore a decade ago. Frustrated with traditional agency inefficiencies, he aimed to create a firm that prioritized effectiveness and client satisfaction. We delve into the principles of brand storytelling, emphasizing the importance of making customers the heroes of their narratives. Tim highlights that understanding the customer journey is crucial for transforming marketing tactics into meaningful experiences that inspire action. He introduces his "secret sauce" for effective communication: delivering value quickly, making content digestible, and spurring curiosity. We also discuss the delicate balance between being a story's hero and mentor, using relatable examples, like marketing manufacturing products, to showcase how emotional resonance can drive customer engagement. Tim emphasizes that focusing on customer emotions—rather than just product features—can significantly influence purchasing decisions. This episode offers practical insights and inspiration for cultivating customer-centric cultures that foster exceptional experiences. I encourage you to apply Tim's wisdom to enhance your brand's relationship with its audience. Tim's Contact Information: Website: Tacey's Contact Information: Website: All Social Media: @taceyatkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/35018030

Unreasonable Hospitality with DJ Soults 02/11/2025

Unreasonable Hospitality with DJ Soults In this episode of the Customers First Podcast, I chat with DJ Soults, the first certified Unreasonable Hospitality Coach. DJ reveals how businesses can elevate customer experiences by going above and beyond expectations. He shares his transformative approach that helps organizations turn ordinary customer interactions into extraordinary ones. Our conversation dives into practical strategies for both attracting new customers and delighting existing ones—a crucial element often overlooked. DJ reflects on his decade-long journey with Illuminated, a digital agency focused on creating meaningful client connections. He emphasizes that nurturing existing relationships can yield greater returns than always chasing new leads. Central to our dialogue is the concept of Unreasonable Hospitality, popularized by Will Gadara. DJ distinguishes between service (the transactional aspect) and hospitality (the relational approach), highlighting how personalization can make clients feel truly valued. He illustrates his points with compelling stories, including insights from the renowned Eleven Madison Park restaurant on enhancing customer interactions. We tackle common misconceptions about customer journey mapping and DJ provides practical advice for businesses to identify areas for improvement without breaking the bank. His empowering message underscores that a proactive mindset can lead to significant enhancements in customer satisfaction. This episode is packed with actionable takeaways, inspiring business owners to create exceptional customer experiences that drive loyalty and growth. Tune in for a fresh perspective on making customer relationships truly remarkable! DJ's Contact Information: Website: LinkedIn: Tacey's Contact Information: Website: All Social Media: @taceyatkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/35011300

Customer Experience IS the Foundation for Blue Collar Trades with Brad Huebner 02/04/2025

Customer Experience IS the Foundation for Blue Collar Trades with Brad Huebner On this episode of the Customers First Podcast, I have an inspiring conversation with Brad Huebner, a former Marine and dedicated business coach specializing in guiding contractors. Based on his military experience, Brad underscores the vital leadership, determination, and perseverance qualities that shape his coaching approach. With a remarkable track record of over 2,500 construction projects, he is committed to helping tradespeople navigate the complexities of building resilient and principled businesses. Brad's unique journey—from aspiring architect to Marine to successful business owner—has equipped him with invaluable insights. After confronting the challenges of entrepreneurship, he embraced coaching as his true calling, igniting a passion for helping others succeed without sacrificing their values. Throughout our engaging discussion, we address a pressing issue in the construction industry: the balance between quality and quantity in work output. Brad openly acknowledges today's challenges while affirming that most contractors strive to deliver exceptional experiences. We delve into the critical importance of the customer experience, with Brad passionately advocating for a mindset shift among contractors. By embracing their roles as consultants rather than salespeople, contractors can cultivate genuine connections with clients, greatly enhancing overall satisfaction. As we wrap up, Brad emphasizes effective communication as a cornerstone of success in all interactions, reminding us that fostering customer-centric cultures unlocks the potential for transformative experiences. Whether you're a seasoned pro or a newcomer to the industry, Brad's insights guide you, helping you overcome challenges while remaining true to your core values. Brad's Contact Information: Website: LinkedIn: Tacey's Contact Information: Website: All Social Media: @taceyatkinson Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! /episode/index/show/customersfirst/id/35010835

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