Join Tacey and her special guest, Customers First Regular Keith Groshans. Keith is a Graphic Artist, Website and brand Builder, and Top Banana at Rocket Juiced Studios. Today's Topic is Technology Throughout The Customer Experience. Keith shares how technology surrounds the customer experience today, from pre-sale research to purchase and beyond; our homes, retail stores, art galleries, cars, websites, and more are evolving to include more and more technology and ways we can embrace it to enhance the bond between customer and brand.   Timestamp: 07:45: Web-based shopping vs brick & mortar Timestamp: 18:16: Omnichannel vs Multichannel explained Timestamp: 20:49: Website technology towards accessibility.   Link to the Rocket Juiced on Website Accessibility PDF:  Rocket Juiced on Website Accessibility Keith’s Contact Information: Website: https://www.rocketjuiced.com   Tacey's Contact Information: https://linktr.ee/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 Spread the Magic!

On this episode of the Customer's First Podcast, Laura Bowers, the CEO of The PMO Boss, shares insights into project management, leadership, and creating a positive work culture. Laura discusses how she stumbled upon project management and the importance of empathy in leadership. She highlights the significance of clear requirements and prioritization in achieving project success. Laura introduces her BOSS framework, emphasizing the importance of client collaboration for successful project implementation. The conversation delves into building strong team dynamics through team-building exercises and fostering a positive work culture. Laura encourages leaders to prioritize people and emphasizes the rewards of putting people first.   Timestamps: 4:21: Importance of Positive Culture in Project Success 9:21: Prioritization and Clear Requirements in Business Practices 14:55: Collaboration with Outside Consultants in the Outline Stage 17:37: Breathing Life Back into a Lifeless Team 27:51: Encouragement to Put People First in Leadership   Laura's Contact Information:   LinkedIn: @thepmoboss   Tacey’s Contact Information: Website: www.taceyatkinson.com All of Tacey’s social media profiles are linked there and here: https://linktr.ee/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 Customer's First Podcast, we are joined by Laurie Barkman, a Business Transition Sherpa. She shares her journey from CEO to expert in business transitions and acquisitions. Laurie emphasizes the importance of mindset in the transition process, noting that our mindset influences our actions and can impact the success of our business transitions. She discusses the concept of attachment and detachment for business owners, highlighting the need to detach from their businesses to enable successful transitions. Laurie also addresses the risks of dependency factors in businesses, such as owner dependence and lack of documentation, which can affect a business's salability. Furthermore, Laurie shares insights on financial planning for business owners looking to exit their businesses. She stresses the significance of knowing the value of one's business and creating a financial plan that incorporates personal and business financial aspects. She introduces the concept of the "value gap estimator" to help entrepreneurs assess their financial readiness for transition. Moreover, Laurie provides valuable advice on the seller reality check, emphasizing that buyers operate on their own timelines and that businesses should be ready for sale at any time. She also gives a glimpse into her course, Endgame Entrepreneurship, which guides entrepreneurs through the exit planning process and offers community support and group advisory to ensure a successful transition.   Timestamps: 04:29: Transition Planning and Succession 04:44: Importance of Mindset in Transition 08:22: Considerations for Transitioning Entrepreneurs 10:16: Detachment and Personal Planning 11:45: Impact of Attachment on Business Value 24:23: Endgame Entrepreneurship Course Introduction 24:55: Seller Reality Check and Timing   Laurie’s Contact Information: Website: https://thebusinesstransitionsherpa.com Book: BusinessTransitionHandbook Social Media Profiles: @lauriebarkman Tacey’s Contact Information: All of Tacey’s social media profiles are linked there and here: https://linktr.ee/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 Customer's First Podcast, Tacey sits down with Jon Clemence, the creator and owner of Cedar Press Proofreading. Jon shared his transition from a corporate job to starting his own proofreading business. He emphasized the importance of proofreading and editing in enhancing the customer experience, highlighting how simple errors like spelling mistakes can deter potential customers.  Jon provided valuable tips for proofreading our own work, such as utilizing spell checkers and grammar tools wisely and creating an internal style guide for consistency. Furthermore, Jon discussed how proofreaders can elevate the quality of content by tightening prose, finding and fixing basic errors, and ensuring consistency in writing style. Jon concluded by inviting viewers to visit his website for more insights and resources on improving online content. Overall, the episode provided valuable insights into proofreading and content editing, underscoring the impact of attention to detail on creating a positive customer experience. Timestamps: 16:17: Proofreading Tips 19:30: Tightening Prose 20:39: Finding Basic Errors 22:33: Simple Things Like Number Consistency   Jon's Contact Information:   Website: cedarpressproofreading.com LinkedIn: @JonClemence Instagram: @cp_proofreading   Tacey's Contact Information:  Website: www.taceyatkinson.com   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!    

On this episode of the Customer's First Podcast, we spoke with Shelly Niehaus, an expert in personal branding for service-based businesses. Shelly shared her journey from a professional commercial photographer to an online marketing coach, helping service providers improve their marketing strategies. She emphasized the importance of building a personal brand that shines online and outlined the three key elements of a personal brand: name, face, and how you make people feel. Shelly provided practical tips for developing a compelling personal brand, including connecting, inviting, and positioning yourself effectively. Furthermore, Shelly discussed the significance of maintaining consistent branding across all marketing channels, including websites and social media platforms. She highlighted the impact of conducting a brand audit to ensure that your online presence reflects your brand identity cohesively. Additionally, Shelly shared insights on writing a compelling About Me page, emphasizing the importance of sharing your story and connecting with your audience authentically. Shelly encouraged listeners to embrace their authentic selves and translate their real-life values into their online presence to create a strong personal brand.   Timestamps: 5:10: Building a Personal Brand Online 10:01: Steps to Develop a Compelling Personal Brand 14:07: Importance of Consistent Brand Messaging 17:43: The Vitality of About Me Pages 25:14: Conducting a Brand Audit   Shelly's Contact Information: Website: https://coaching.shellyniehaus.com LinkedIn: Shelly Niehaus Instagram: @shellyniehaus   Tacey's Contact Information:  Website: www.taceyatkinson.com   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!  

Elona Lopari, a business catalyst and author, joins us on this episode of The Customer's First Podcast to discuss her journey and passion for helping businesses align purpose with profit. Elona shares her personal story of immigrating to the U.S. as a teenager, climbing the corporate ladder, and ultimately venturing into entrepreneurship due to a shift in company culture. She emphasizes the importance of following one's purpose and passion in driving decisions and success. The conversation deepens into Elona's book, "Visionary Purpose-Driven Leadership," which serves as a practical guide for leaders. It outlines the seven foundational pillars, each offering tangible strategies for success. These pillars include conscious leadership, creating a conscious culture, aligning purpose and profit, fostering innovation and creativity, strategic growth, adapting to the future of work, and leaving a lasting legacy. By aligning personal and organizational values, these pillars empower leaders to drive success. The discussion touches on talent management, building trust within teams, and effectively navigating change management. Elona emphasizes the significance of self-awareness, continuous improvement, and empathy in leadership and the impact of building a culture of trust on brand reputation.  Timestamps: 4:25: Purpose-Driven Leadership Pillars 8:02: Aligning Purpose and Profit 10:27: Nurturing Talent and Culture 13:21: Influential Leadership 18:00:Navigating Change Management 21:15: Building Trust and Reputation   Elona's Contact Info: Website: https://www.elonaloparicoaching.com Insta: @elonaloparicoaching LinkedIn: @elona-lopari   Tacey's Contact Information:  Website: www.taceyatkinson.com   Social Media: @taceyatkinson Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go Create the Magic!

Join us on this episode of the Customers First Podcast where host Tacey Atkinson welcomes leadership coach and Keystone Pharmacy Insights founder, Jesse McCullough, for a deep dive into the world of leadership and its profound impact on customer service and team dynamics. With a blend of personal anecdotes and actionable insights, Jesse shares his journey from pharmacist to leadership maestro, underscoring the importance of intentional leadership and the art and science behind it. He emphasizes the importance of leadership in various aspects of life, from work to personal relationships. He discusses the forbidden phrase of leadership, emphasizing the shift from saying "Our people won't do this" to "I haven't led our people to do this yet." Jesse explains the directional leadership framework, focusing on leading oneself first, then leading up, across, and down. He shares a touching story of impacting his team, leading to their personal growth and how everyone deserves to be led well. Jesse encourages listeners that they are capable of doing hard things and that hard things are what shape and develop us. Finally, Jesse expresses his passion for studying leadership principles and his goal of impacting a thousand pharmacists to become stronger leaders in the coming year. Tune in for an enlightening conversation that promises to transform your approach to leadership and customer-centricity.   Timestamps: 1:51: The Journey into Leadership Passion 5:33: Discovering Learnable Leadership Skills 10:10: Leadership: Art and Science Blend 17:58: The Forbidden Phrase of Leadership 23:23: Importance of Modeling Behaviors 34:24: Current Passion: Studying Leadership   Jesse's Contact Information: LinkedIn: jessewmccullough Facebook Group: kpipharmacy   Tacey's Contact Information:  Website: www.taceyatkinson.com   Social Media: @taceyatkinson Thank you for tuning in, and Tacey looks 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 had a fascinating conversation with Sheena Russell, the founder and CEO of Made With Local. She shared her journey of creating a company focused on producing delicious and nourishing foods made from locally sourced ingredients. Sheena's childhood in a food-focused and environmentally conscious family set the foundation for her passion for creating impact through her business. Starting with selling snack bars at farmer's markets, Sheena's company has now grown to retailers across Canada and into the U.S. Sheena emphasized the importance of building a community around the brand and being transparent and vulnerable in storytelling to connect with customers. Made With Local is a B Corp Certified company that follows ethical and environmental practices in its operations. She discussed the significance of trust and transparency in building a successful brand. The conversation delved into the decision-making process of sunsetting products, the inspiration behind launching granola bar mixes, and the innovative approach of showcasing seasonal ingredients in their products. Sheena also shared the adventurous story of delivering their products to the Cannes Lions Festival in France after a series of unexpected challenges.   Timestamps: 6:02: Building a Community Brand 15:58: Tough Decisions and Sunsetting Products 22:53: Launching Granola Bar Mixes 27:25: Cannes Film Festival Adventure 33:40: Shaping Moments   Sheena's Contact Information: Website: https://www.madewithlocal.com Social Media: @MadeWithLocal   Tacey's Contact Information:  Website: www.taceyatkinson.com   Social Media: @taceyatkinson Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go Create the Magic!

On today's episode of the Customer's First Podcast, we were joined by Dave Seaton, the CEO and principal consultant at Seaton CX. Dave shared his journey into customer experience management, highlighting his success in reducing churn and winning awards. He discussed the importance of customer journey mapping and unveiled his proprietary Dharma method, which consists of five steps: Define, Analyze, Research, Map, and Act. We delved into the differences between journey mapping and process mapping, emphasizing the need for customer insights and aligning mapping projects with strategic goals. Dave stressed the significance of including customer personas, goals, actions, thoughts, emotions, and moments in journey maps to tell a compelling customer story. He also touched on additional elements like friction points, quantitative data, and opportunities for improvement. Moreover, Dave shared three common reasons for customer journey map failures: lack of customer insight, misalignment with strategic plans, and lack of actionable insights. Timestamps: 11:52: Importance of Customer Insights 14:44: Elements of Journey Maps 20:15: Additional Considerations for Journey Maps 24:43: Reasons for Journey Map Failures   Dave's Contact Information: Website: https://www.seatoncx.com LinkedIn: @daveseaton   Tacey's Contact Information:  Website: www.taceyatkinson.com  Social Media: @taceyatkinson Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!

In this episode, Tacey is joined by the Founder of Dignity Leadership Consulting & Author of "You're Doing It Wrong, Stop Managing & Start Leading," Rich Levene.  Rich discusses his journey from being a high producer to learning what true leadership is through his master's program. He emphasizes the importance of trust, hope, humility, and empathy in leadership and how building a culture of leadership within a business involves everyone, not just those in formal leadership roles. Tune in to hear more about Rich's rich insights and experiences in leadership and personal growth! Timestamps: 3:17: The Importance of Doing It Right 5:56: Leader vs. Manager Distinction 6:36: Leading People, Managing Things 9:48: Collaboration vs. Cooperation 10:05: Fostering a Collaborative Culture 17:26: Addressing Authoritarian Leadership 19:07: Creating a Culture of Leadership   Rich's Contact Information: Website: www.richardlevene.com Instagram: @dignityleadership LinkedIn: @richlevene Link to Book: You're Doing It Wrong   Tacey's Contact Information:  Website and Social Media Links: www.taceyatkinson.com  @taceyatkinson Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!