In this episode, I sit down with marketing professor, consultant, and keynote speaker Jim Karrh, author of The Science of Customer Connections: Manage Your Message to Grow Your Business.Together, we explore why so many brands unintentionally confuse customers, why sales teams are often far more confident in what they sell than in how they talk about it, and how clear, customer-focused messaging can transform everyone—from marketing and sales to customer experience and frontline employees—into stronger ambassadors for your brand.What You'll LearnWhy brands with great products still struggle to communicate their value.How your customers compare you on price when your messaging sounds like everyone else's.The three biggest warning signs your messaging isn't working.How to create messaging that's consistent without turning your employees into scripted robots.Why talking about your customer's world is more persuasive than talking about your own.The three components every brand needs to create clear, consistent messaging.How expertise and empathy work together to build trust with customers.Why your employees may be your most overlooked brand messengers.Chapters00:00 Introduction to The Science of Customer Connections03:37 Understanding Messaging Gaps in Organizations04:28 What Holds Brands Back With Their Messaging05:24 The Confidence Gap Every Sales Team Faces10:01 The 3 Big Symptoms of Poor Messaging18:45 The Importance of Consistency and Cohesiveness in Messaging19:52 The 3-Point Strategy for Effective Messaging23:59 How to Ensure Your Message Is Trustworthy29:03 The Role of Messengers in Communication33:23 Using Word of Mouth to Spread Your Message35:50 How AI Can Help or Hinder Our Messaging Efforts39:38 Jim's 5-Song PlaylistAbout Jim KarrhDr. Jim Karrh is a marketing professor at The University of Alabama's Culverhouse College of Business. Roll Tide Roll! He’s also a keynote speaker, consultant, and author of The Science of Customer Connections: Manage Your Message to Grow Your Business. Drawing from experience as a chief marketing officer, researcher, entrepreneur, and consultant, Jim helps B2B sales and marketing teams develop clearer, more customer-focused messaging that drives growth. He also hosts The Manage Your Message Podcast and is a frequent contributor to leading business and marketing publications.Connect with Jim KarrhJim on LinkedIn Jim’s Book - The Science of Customer Connections: Manage Your Message to Grow Your BusinessConnect with Matt LylesCheck Matt's speaking availability Subscribe on YouTube Matt on LinkedIn Matt on Instagram Subscribe to the SIMPLE brand newsletter Subscribe to the SIMPLE brand show

In this episode, I sit down with leadership expert, keynote speaker, and author Stephen Baer to discuss his latest book, Stickology: How to Build Unbreakable Connections with Employees and Customers for Life.We discuss why emotional connection has become one of the greatest leadership opportunities organizations face today.From customer experience and employee engagement to leadership and organizational culture, we explore what it takes to create environments where people feel seen and valued—and why the organizations that earn lasting customer and employee loyalty use meaningful connection to create lasting engagement.What You'll LearnWhy communication alone doesn't create lasting customer and employee loyaltyThe difference between connection and true engagement - and why that mattersStephen's Velcro vs. Glue analogy for understanding why some relationships stick while others don'tHow the Greet. Know. Grow. framework helps leaders build stronger relationships with employeesWhy helping people feel seen, valued, and understood creates better customer experiences, stronger cultures, and more engaged employeesWhat makes Trader Joe's customer experience so different - and why it starts with employee empowermentChapters00:00 Introduction to Stickology02:50 Why Employees Are Emotionally Disconnected to Work Today04:46 The Difference Between Employee Connection and Engagement05:56 The Financial Impact of Employee Engagement08:25 Case Study: Shein vs. Life is Good10:49 Trader Joe's: A Model for Employee Engagement14:20 The 3 Requirements For Creating Employee Engagement17:17 The Secret Mindset to Valuing Your Employees19:01 How to Know If Your Employees Are Engaged24:04 The Need to Protect Your Employees28:00 Balancing Between Good and Bad Friction33:30 How Leaders Can Create Engagement in the Next 30-60-90 Days37:33 Stephen's 5-song PlaylistAbout Stephen BaerStephen Baer is a leadership expert, entrepreneur, investor, and author of the #1 best-selling book Stickology: How to Build Unbreakable Connections with Employees and Customers for Life. For more than 30 years, he has helped organizations build stronger leaders, healthier cultures, and more meaningful connections with customers and employees. He also hosts the Stickology podcast.Connect with Stephen BaerStephen’s Website Stephen on LinkedIn Stephen’s Book - Stickology: How to Build Unbreakable Connections with Employees and Customers for LifeConnect with Matt LylesCheck Matt's speaking availability Subscribe on YouTube Matt on LinkedIn Matt on Instagram Subscribe to the SIMPLE brand newsletter Subscribe to the SIMPLE brand show

What makes luxury hospitality feel different?Most people assume it's the beautiful hotels, premium amenities, and five-star service.But the real secret is much simpler.It's making customers feel like they're the only customer.In this episode, I sit down with customer experience strategist, former Five Diamond concierge, and author Jamie Cooperstein to discuss her book, True Hospitality: Lessons Learned from Behind the Concierge Desk.Drawing from more than a decade serving luxury guests face-to-face, Jamie shares the lessons she learned about creating emotional connections, anticipating customer needs, empowering employees, and delivering experiences people never forget.Whether you work in hospitality or not, the principles Jamie shares can help you create more personalized, memorable customer experiences.What You'll LearnThe difference between service and hospitality - and why hospitality creates emotional connectionsHow luxury brands make customers feel like they're the only customerThe five keys to service excellenceHow to anticipate customer needs before they askThe right way to handle service recoveryWhy supportive leadership creates better customer experiencesHow to empower employees to make decisions in gray areasChapters00:00 Introduction to True Hospitality00:42 The Unique Perspective of a Concierge04:19 Defining True Hospitality10:34 The 5 Keys to Service Excellence21:47 How to Ensure Effective Service Recovery23:43 Navigating High Customer Emotions26:50 The Power of Supportive Leadership32:05 How to Empower Employees in Gray Areas39:26 Jamie's 5-Song PlaylistAbout Jamie CoopersteinJamie Cooperstein is a customer experience strategist, speaker, and former Five Diamond concierge. Drawing on more than a decade of experience serving luxury hotel guests, she helps organizations create exceptional customer experiences through hospitality, personalized service, employee empowerment, and leadership. Jamie is the author of True Hospitality: Lessons Learned from Behind the Concierge Desk, a memoir that shares the stories and lessons she learned while serving guests at some of Philadelphia's most prestigious properties.Connect with Jamie CoopersteinJamie’s Website Jamie on LinkedIn Jamie’s Book - True Hospitality: Lessons Learned from Behind the Concierge DeskConnect with Matt LylesCheck Matt's speaking availability Subscribe on YouTube Matt on LinkedIn Matt on Instagram Subscribe to the SIMPLE brand newsletter Subscribe to the SIMPLE brand show

Why do some brands create repeat customers, while other brands create loyal customers—and the very best brands create loyal brand fans?The answer isn't just a better product. It isn't a bigger marketing budget. And it isn't a loyalty program. It's about creating an emotional connection that makes customers feel like they belong.In this episode, I sit down with customer experience strategist, Fractional Chief Customer Officer, and author Christina Garnett to discuss her book, Transforming Customer-Brand Relationships.We explore why customers don't want to feel like transactions, how brands create genuine community, what drives long-term loyalty, and what it takes to turn customers into loyal brand fans.What You'll LearnHow treating customers like transactions kills long-term loyaltyThe best ways to truly understand your customers and their needsWhy organizational silos create friction in the customer experienceThe right - and wrong - ways to build a brand communityHow to move customers from repeat purchases to loyalty to true brand fandomWhy surprise and delight often fails to create lasting customer loyaltyHow game theory can transform the way you think about customer relationshipsChapters00:00 Introduction to Transforming Customer Brand Relationships01:28 Defining Customer Experience03:34 How Brands Treat Customers Like Transactions07:24 The Ideal Methods For Understanding Your Customers10:17 Breaking Down Silos for Better CX13:03 The Right and Wrong Ways to Create a Brand Community16:33 Repeat Customers to Loyal Customers to Brand Fans20:44 Hierarchy of Customer Delight22:51 The Importance of Genuine Customer Engagement24:48 Creating Memorable Customer Experiences27:06 The Gap Between Customer Perception and Leadership Assumption29:13 The Little Things Matter in Customer Experience31:38 Applying Game Theory in Customer Experience35:45 Connecting Employee Experience to Customer Experience37:50 Christina's 5-song PlaylistAbout Christina GarnettChristina Garnett is a customer experience strategist, Fractional Chief Customer Officer, founder of Pocket CCO, and author of Transforming Customer-Brand Relationships. She helps organizations strengthen customer relationships, improve retention, build meaningful communities, and create experiences that inspire loyalty. Connect with Christina GarnettChristina’s Website Christina’s Book - Transforming Customer-Brand RelationshipsChristina on LinkedIn Connect with Matt LylesCheck Matt's speaking availability Subscribe on YouTube Matt on LinkedInMatt on Instagram The SIMPLE brand newsletter 

Customer service leaders are under increasing pressure to use AI and automate more of the customer experience.But how do you know what should be automated—and what should stay human?It turns out, automation for automation’s sake isn’t your goal. Creating a better customer experience is.In this episode, I sit down with customer service expert, trainer, and author Jeff Toister to discuss his latest book, Human Service: The Skills AI Can't Replace.We explore where AI can improve the customer experience, where it often falls short, and why the organizations that win won't be the ones that automate everything—they'll be the ones that know when human service matters most.What You'll LearnWhy customers don't mind AI when it works—but hate it when it doesn'tJeff's simple framework for deciding what should and shouldn't be automatedThe three human service skills AI can't replaceWhy connection still matters in a world filled with automationHow understanding a customer's true needs leads to better outcomesThe critical role advocacy plays in creating better customer experiencesWhat Chick-fil-A gets right about balancing technology and hospitalityHow AI can amplify both great and terrible customer experiencesThe iceberg exercise that helps uncover hidden customer experience problemsChapters00:00 Introduction to Human-Centric AI05:07 Customers' Biggest Frustrations with AI09:03 How to Decide What to Automate vs Humanize12:55 The Value of Genuine Human Interaction20:47 How Chick-fil-A Excels by Prioritizing Human Service24:03 In-N-Out Burger Prioritizes Quality Over Automation27:52 Drawbacks to Relying Solely on AI32:25 How to Use AI to be More Proactive in Customer Service35:04 The Iceberg Approach to Finding Hidden Issues in Customer Experience37:00 One Change to Make to Instill Human Service Into Your CXAbout Jeff ToisterJeff Toister is a customer service consultant, trainer, speaker, and bestselling author who helps organizations build stronger customer-focused cultures. He is the author of multiple customer service books, including Human Service: The Skills AI Can't Replace, and has worked with organizations ranging from Fortune 500 companies to small businesses and government agencies. Connect with Jeff ToisterJeff’s Website Jeff’s Book - Human Service Book Jeff on LinkedIn Jeff’s Customer Service Tip of the Week Connect with Matt LylesCheck Matt's speaking availability Subscribe on YouTube here Matt on LinkedIn Matt on Instagram SIMPLE brand newsletter

Why does customer loyalty seem harder to earn than ever before?Customers have more choices, higher expectations, and less patience than ever. At the same time, many organizations are struggling to understand why customers aren't as loyal as they once were.In this episode, I sit down with customer experience expert, keynote speaker, and author Jeannie Walters to discuss her new book, Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations, and why customer loyalty has become so fragile.What You'll Learn in This EpisodeWhy customer loyalty is becoming more fragile than ever beforeThe exercise that helps align an entire organization around customer experienceThe difference between reactive customer service and proactive customer experienceWhy emotions play a bigger role in customer loyalty than many organizations realizeWhy small moments often have a bigger impact than big momentsThe role intentional leadership plays in creating a better customer experienceChapters00:00 Introduction to Experience Is Everything05:10 Creating a Customer Experience Mission Statement11:13 The Importance of Internal Alignment15:03 Bridging the Gap in Customer Loyalty and Customer Expectations18:57 Proactive vs. Reactive Customer Experience21:03 Managing Negative Emotions in Customer Experience25:25 The Power of Small Moments32:23 Jeannie's Experience Is Everything 5-Song PlaylistAbout Jeannie WaltersJeannie Walters is an award-winning customer experience expert, keynote speaker, founder of Experience Investigators, and author of Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations. Through her consulting and speaking, she helps organizations improve customer loyalty, increase retention, and create more customer-centric experiences. Connect with Jeannie WaltersJeannie’s Website Experience Investigators Jeannie’s Book - Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations Jeannie on LinkedIn Connect with Matt LylesCheck Matt's speaking availability Subscribe on YouTubeMatt on LinkedIn Matt on Instagram Subscribe to Matt's newsletterSubscribe and listen on Apple Podcasts Subscribe and listen on Spotify

In this week’s episode of the SIMPLE brand podcast, I talk with Steven Van Belleghem.Steven is one of the top customer experience thought leaders in the world. He’s helped world-leading companies like Disney, Mastercard, Mercedes, and Salesforce learn how to be more customer-centric. And Steven is the author of six bestselling books including his latest - A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture.Here’s what we discuss:How to know if your brand is truly customer-centricThe value of adding emotion to customer relationshipsHow details make the difference in your customer experienceThe barriers that keep brands from being customer-centricHow to instill effective empathy in your customer experienceThe secret to customer loyalty is being more loyal to your customersRESOURCES FROM THIS EPISODE:Steven's websiteSteven’s book - A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture Steven’s free resource - How to Become a Shiny Diamond WorkbookSteven's YouTube channel Steven on LinkedInSIMPLE brand Podcast #35 - Create a Customer-Centric Experience

In this week’s episode of the SIMPLE brand podcast, I talk with Michael Hinshaw.Michael’s the founder and president of customer experience consultancy McorpCX where they help brands make customer experience easier for their leadership, their people, and their customers. He’s recognized on over a dozen "Top Global CX Influencers" lists. And Michael’s the co-author of two best-selling books including his latest - Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It.Here’s what we discuss:Who really defines your customer experienceIt takes more than surveys to understand your customersHow to align silos in your organizationNon-customer facing teams still impact the customer experienceHow your culture drives your customer experience approachRESOURCES FROM THIS EPISODE:McorpCXMichael’s book - Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It Michael’s book - Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them Michael on LinkedIn

In this week’s episode of the SIMPLE brand podcast, I talk with Tamsen Webster.Part message designer, part English-to-English translator, part magpie, Tamsen helps leaders craft their case for large-scale change. As a sought-after speaker and consultant, she’s spent more than 25 years developing the field and practice of persuasive message design, with a particular focus on the principles and processes that build buy-in that lasts.And Tamsen is the author of the best-selling book - Say What They Can't Unhear: The 9 Principles of Lasting Change.Here’s what we discuss:Why so many change initiatives fail in the long-termThe biggest mistakes in change communicationHow to understand what’s important to your peopleHow co-creation with others leads to more buy-inDealing with antagonists and indifferent stakeholders in your change approachBONUS: Applying change principles as parentsRESOURCES FROM THIS EPISODE:Tamsen’s websiteTamsen’s free resource for you - The Compact CaseTamsen’s book - Say What They Can't Unhear: The 9 Principles of Lasting Change Tamsen’s book - Find Your Red Thread: Make Your Big Ideas Irresistible Tamsen’s Message Design InstituteSIMPLE brand #75: Tamsen Webster – Find Your Red Thread

In this week’s episode of the SIMPLE brand podcast, I talk with Jennifer Kenny.Jennifer is a master of innovation practices having held senior roles to drive innovation for companies like Accenture, Booz Allen, Gartner, Wells Fargo Bank, Cisco, and Stanford Research Institute.Today she works with teams and organizations to help them fuel their innovation, performance, and revenue.And Jennifer is the author of the best-selling book - The Innovation Mindset: A Proven Method to Fuel Performance and Results.Here’s what we discuss:How to make innovation a practice instead of sporadic ideationThe barriers that hinder innovation in teamsThe importance of co-inventing and building trust within teamsHow gender balance impacts an organization’s innovation capacityJennifer's six-step practice model for fostering innovationHow innovation drives employee satisfaction and retentionRESOURCES FROM THIS EPISODE:Jennifer's websiteJennifer’s book - The Innovation Mindset: A Proven Method to Fuel Performance and Results Jennifer on LinkedIn