Customers First Podcast

Thank you Listeners, Now go, Create the Magic!

Due to personal reasons, I will be stepping away from Customers First & the podcast to focus on my family. I want to thank you all for your loyalty and support you have shown me over the last 4 years, and I am forever grateful to each and every one of you. After today, there will be no new content being posted for an undetermined period of time. I ask that you respect our privacy during this time.

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: https://brandmaven.org [https://brandmaven.org] 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!

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: https://michaelviane.focalpointcoaching.com [https://michaelviane.focalpointcoaching.com] LinkedIn: @michael-viane-105700195/ [https://www.linkedin.com/in/michael-viane-105700195/] Tacey's Contact Information: Website: taceyatkinson.com [https://www.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!

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: https://infiniteleaders.co [https://infiniteleaders.co] LinkedIn: @sonjaprice [https://www.linkedin.com/in/sonjaprice/] Tacey's Contact Information: Website: taceyatkinson.com [https://www.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!

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: https://www.portnox.com [https://www.portnox.com] LinkedIn: @alison-dixon-msod [https://www.linkedin.com/in/alison-dixon-msod/] Tacey's Contact Information: Website: taceyatkinson.com [https://www.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!