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: jimcarlough.com

LinkedIn: @jimcarloughms

Instagram: @jimcarloughmotivation

Book Link: The Six Pillars of Effective Leadership

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!

On this episode, we chat with Mark Shaw, a customer experience expert with a rich background in enhancing interactions across sectors like theme parks and hotels. Mark's journey from hospitality enthusiast to customer experience leader reveals his passion for creating joyful moments.

He distinguishes between customer service and customer experience, emphasizing the latter as a holistic approach encompassing every brand interaction. Mark believes fostering brand loyalty hinges on understanding the physical environment, emotional engagement, and meaningful interactions.

Leadership plays a pivotal role in shaping customer experience, and Mark shares how top executives must champion customer-centric strategies. He provides examples of how consistent messaging can unify teams and enhance employee morale through authentic recognition.

Mark stresses the importance of hiring the right talent and maintaining team standards. He offers a six-pillar framework for success, highlighting the need for clear purpose and inspired leadership. He draws on his experience transforming a struggling theme park into a top-rated destination.

To wrap up, Mark discusses his upcoming book, "The Real CEO," which aims to redefine leadership as a role focused on customer experience. Tune in for valuable insights on elevating customer interactions and driving business success!

Mark's Contact Information:

Website: It's a Shaw Thing

LinkedIn: @MarkShaw

Tacey's Contact Information:

Website: taceyatkinson.com

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!

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: https://snowassociates.com

LinkedIn: @DannySnow

Instagram: @dannysnowspeaks

Tacey's Contact Information:

Website: taceyatkinson.com

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!

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: thelearnitallleader.com

LinkedIn: @damonlembi

Book Link: The Learn It All Leader

Tacey's Contact Information:

Website: taceyatkinson.com

LinkedIn: @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!

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: https://lzrkconsulting.com

LinkedIn: @katherinelazaruk

Book Link: Executive Being: Humanizing Business One Leader At A Time

Tacey's Contact Information:

Website: taceyatkinson.com

LinkedIn: @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!

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: @dianeyarborough
Website:castawayandcompany.com

Tacey's Contact Information:
Website: taceyatkinson.com
LinkedIn: 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!

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: Delphia Howze

Website: DHowze Solutions

Book Link: Including You

Tacey's Contact Information:

Website: taceyatkinson.com

LinkedIn: 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!

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: https://sylviedigiusto.com

LinkedIn: @sylviedigiusto

Social Media: @sylviedigiusto

Tacey's Contact Information:

Website: taceyatkinson.com

LinkedIn: 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!