The InnovA Podcast

What Customer Success Really Looks Like

Join us for a thoughtful conversation with Tracy Lane, InnovA’s Customer Success Manager and Employee of the Year 2025. Tracy shares her perspective on what customer success truly means and why human connection outweighs automation in building trust and lasting partnerships. From day-to-day problem-solving to the impact of supportive team culture, Tracy reveals how genuine investment in people shapes both client experience and company resilience. This episode is essential listening for anyone looking to deepen their understanding of authentic service and the value of leading with empathy. Get in touch with us today Contact us and schedule a demo: https://innovallc.com/contact-us [https://innovallc.com/contact-us] Website: https://innovallc.com/ [https://innovallc.com/] LinkedIn: https://www.linkedin.com/company/innovatechnologiesllc [https://www.linkedin.com/company/innovatechnologiesllc] Facebook: https://www.facebook.com/InnovAAuctionSoftware [https://www.facebook.com/InnovAAuctionSoftware] YouTube: https://www.youtube.com/@innovatechllc [https://www.youtube.com/@innovatechllc] Chapters (00:01) Defining Customer Success Beyond Support (01:47) The Limits of AI Versus Human Connection (04:08) Daily Practices and Team Collaboration (07:03) Going Above and Beyond for Customers (13:53) Building a Supportive Team Culture (16:44) Personal Resilience and Team Support (22:59) Human Touch as a Competitive Advantage

Marketplace Instability: A Hidden Risk

In this episode, Jodi Amaya tackles the pressing topic of marketplace instability and its hidden risks for auction businesses. She shares personal stories and industry examples that highlight how relying too heavily on third-party platforms can jeopardize growth and control. The discussion offers practical advice on identifying single points of failure, building brand independence, and creating a resilient business strategy. Tune in for insights that will help you safeguard your auction business and strengthen your path toward long-term independence. Get in touch with us today Contact us and schedule a demo: https://innovallc.com/contact-us [https://innovallc.com/contact-us] Website: https://innovallc.com/ [https://innovallc.com/contact-us] LinkedIn: https://www.linkedin.com/company/innovatechnologiesllc [https://innovallc.com/contact-us] Facebook: https://www.facebook.com/InnovAAuctionSoftware [https://innovallc.com/contact-us] YouTube: https://www.youtube.com/@innovatechllc [https://www.youtube.com/@innovatechllc] Chapters (00:01) Marketplace Instability and Business Risk (01:17) Identifying Single Points of Failure (03:49) Understanding Uncontrollable Digital Risks (05:10) Assessing Dependency on Marketplaces (07:25) The Importance of Brand Independence (09:41) Real Experiences with Platform Lock-In (12:12) Building a Resilient Business Strategy

The Auctioneer's Independence Roadmap

In this episode, Jodi Amaya takes you inside the practical steps auction business owners can use to break free from marketplace dependence and build a business that stands on its own. She shares her expert roadmap to independence, from assessing marketplace reliance and protecting your brand to winning back customer loyalty and measuring growth through actionable data. Discover how to transition your bidders, mitigate risks, and create a more predictable, profitable auction business—without sacrificing what already works. Join us for a conversation packed with proven strategies and real-world success stories that will empower you to scale on your terms. Get in touch with us today Contact us and schedule a demo: https://innovallc.com/contact-us [https://innovallc.com/contact-us] Website: https://innovallc.com/ [https://innovallc.com/] LinkedIn: https://www.linkedin.com/company/innovatechnologiesllc [https://www.linkedin.com/company/innovatechnologiesllc] Facebook: https://www.facebook.com/InnovAAuctionSoftware [https://www.facebook.com/InnovAAuctionSoftware] YouTube: https://www.youtube.com/@innovatechllc [https://www.youtube.com/@innovatechllc] Chapters (00:01) Setting the Roadmap for Marketplace Independence (01:07) Gaining Clarity by Assessing Marketplace Dependency (04:34) Evaluating Customer Lists and Brand Positioning (06:42) Understanding Marketplace Risks and the Value of Ownership (09:26) Initiating Buyer Conversion and Quick Wins (14:28) Building Long-Term Independence and Measuring Progress (20:34) Key Metrics for Evaluating Success and Growth

The Simulcast Success Formula

Join Jodi Amaya as she discusses the powerful shift from traditional, in-person auctions to dynamic digital experiences with simulcast technology. This episode explores the balance between preserving the human element auctioneers cherish and embracing new ways to build trust and engagement online. Hear firsthand stories, practical advice, and fresh ideas that help auction professionals stand out and connect with buyers in today's changing landscape. If you're ready to enhance your auction business and tap into strategies for meaningful brand presence, this episode is for you. Get in touch with us today Contact us and schedule a demo: https://innovallc.com/contact-us [https://innovallc.com/contact-us] Website: https://innovallc.com/ [https://innovallc.com/] LinkedIn: https://www.linkedin.com/company/innovatechnologiesllc [https://www.linkedin.com/company/innovatechnologiesllc] Facebook: https://www.facebook.com/InnovAAuctionSoftware [https://www.facebook.com/InnovAAuctionSoftware] YouTube: https://www.youtube.com/@innovatechllc [https://www.youtube.com/@innovatechllc] Chapters (00:00) Embracing the Shift to Digital Auctions (01:56) Navigating Technology Hesitation and Industry Change (04:48) Preserving Energy and Connection in Online Auctions (12:41) Inventory as the True Differentiator (15:35) Building Brand and Trust Through Video (21:04) Practical Steps for Greater Buyer Engagement

The ROI of Brand Independence for Auction Owners

Join InnovA's Jodi Amaya for a focused discussion on the true return of brand independence for auction businesses. In this concise episode, she breaks down the real costs of marketplace dependence, walks through a practical case study, and spotlights the often-overlooked benefits of building direct customer relationships. Jodi draws from experience to share actionable insights and challenges common fears about moving away from third-party platforms. If you're ready to take control of your profits and future growth, this episode will give you the numbers—and the confidence—to get started. Get in touch with us today Contact us and schedule a demo: https://innovallc.com/contact-us [https://innovallc.com/contact-us] Website: https://innovallc.com/ [https://innovallc.com/] LinkedIn: https://www.linkedin.com/company/innovatechnologiesllc [https://www.linkedin.com/company/innovatechnologiesllc] Facebook: https://www.facebook.com/InnovAAuctionSoftware [https://www.facebook.com/InnovAAuctionSoftware] YouTube: https://www.youtube.com/@innovatechllc [https://www.youtube.com/@innovatechllc] Chapters (00:05) Calculating the ROI of Brand Independence (01:24) Breaking Down Marketplace Costs (03:49) The Power of Buyer Conversion (05:22) Brand Loyalty and Customer Lifetime Value (06:06) Building Brand Equity Through Experience (08:21) Overcoming Dependency Fears (10:34) The Wider Value of Control and Data