Business Done Differently Podcast has definitely come a long way. With over 100 episodes, we have heard from some of the best gurus in business share their experiences and stories. In praise of that, host Jesse Cole, together with his wife, Emily, look back on some of the best lessons that specifically apply on customer service and employee experience – from Cameron Herold on having a Vivid Vision, Scott McKain on finding what’s ticking people off, and Jason Friedman on the customer experience formula, Donna Cutting on transitions, to Jon Gordon on building a culture. Don’t miss out on loads of great wisdom, all compressed and delivered to you in this season two finale episode!
Everyone wants to be seen and heard. When people are recognized, they’re going to feel valued, they’re going to feel appreciated, and they will give you back the results you want. Leading people through recognition will always generate positivity in any workspace. David Novak, the Founder, and CEO of oGoLead and the Co-Founder and former CEO of Yum! Brands shares how he got to where he is right now and how he led others to be on a similar level. Coming from a humble background, David never envisioned becoming the Chairman and CEO of Yum! Brands and working with a company that has 1.5 million people in it. He shares where he got his people and marketing skills, and dives into the importance of purposeful recognition to show appreciation and retain and attract top talent.
As technology evolves, more and more customers are moving ahead and controlling marketing. Mark Schaefer, known as The Marketing Man, discusses the steps in getting your customers to do the marketing for your business. Giving long-term value to customers is appealing and creating ‘wow’ moments by incorporating the idea of belonging is the best way to approach such change. Mark goes into how marketing is more efficient when used for promoting unforgettable emotional experiences of your customers.
Scaling organically in in social media has been tough for the last couple of years. That is why we have to think of a different approach on how to scale organically. Tyler Anderson, speaker, social media marketing entrepreneur, and CEO of Casual Fridays, speaks about leveraging user-generated content to grow organically on social media. Tyler points out the difference between what the brand has to say versus what the customers have to say. Moreover, he discusses the importance of testimonials and customer experiences on a product in scaling organically, and offers some strategies on planning our goals, leveraging social media platforms, and more.
There are so many ways to achieve a successful campaign and a promising business, and top ratings on customer satisfaction is a major indicator of a successful marketing experience. Jason Friedman founder and CEO of CXFormula talks about the impacts of his experience to his own ventures while sharing the aspects that held him back. As he notes the importance of secretly shopping your business and reverse engineering the customer experience, he also discusses why business owners should incentivize their staff along with adapting the concept of attitude plus behavior equals results.
Teaching others how to be receptive and active in materializing goals in business and in life is what coaches do best. Inspirational speaker, writer, and filmmaker Philip McKernan talks about uncovering the truth and the importance of sharing emotions. He shares about wearing different masks that has been exhausting him his whole life and how he handled this, and delves deeper about the changes he made in his professional life that led him towards coaching. Philip says self-diagnosis and self-awareness are key points in producing great leaders, and emphasized that facing your fear of the truth is a vital aspect to consider when coaching and succeeding.
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One of the ways to attract and retain a potential or current customer is through content marketing wherein you provide them with valuable, consistent, and relevant content. Marcus Sheridan, content marketing expert and the author of the book They Ask You Answer, gives us more insight about what content marketing is and why we need to make them human-based. Marcus walks us through the time when his swimming pool company has been affected by The Great Recession in 2008 and how he used it as an opportunity to bounce back and recover through a different approach of content marketing. He shares the five subjects people are obsessed to ask that most businesses ignore and the importance of aligning those in our content. Marcus also touches on the role of video in doing content marketing.
Human beings desire to be heard, but not all of us are fortunate enough to have the gift of hearing. Audiologists take their profession seriously not just to care about hearing healthcare, but to care about the people that had fallen in the gaps and have no access to the kind of treatment that most of us are blessed to have. One of these compassionate people is Nora Stewart, Chief Vision Officer of Entheos Audiology Cooperative. Nora walks us through how they treat their patients exceptionally out of their extraordinary practices – from the patient’s waiting time to keeping in touch with them after their treatment. She talks about the disruption of getting cheaper hearing aids versus spending on professional healthcare and how they addressed it.
Instilling authenticity in a service business is one thing; adding fun to it is another. Incorporating this culture in a business is crucial to its success and growth. Nick Sarillo introduced both values to his restaurant, and no wonder it has become one of the top ten busiest independent pizza restaurants in the United States. Nick is the Founder and CEO of Nick’s Pizza and Pub. He’s also the bestselling author of Slice of Pie. Nick imparts how he made “fun” a part of their culture and showed transparency on a daily metric with his people. Learn more about his passion for teaching and the most important tool in his business toolbox.
Jon Gordon, a successful author who has published numerous bestselling books including The Energy Bus, has worked with numerous Fortune 500 companies and some of the top sports teams in the world. In this insightful conversation, John talks about the importance of cultivating a culture in your team and gives advice on how leaders can build one. He brushes on the power of authenticity, accountability, and vulnerability in creating meaningful relationships. He also tackles why having connection in a team matters as well as the positive impact of being an optimistic leader.