How To Communicate With Clarity With Steve Woodruff SIMPLE Brand With Matt Lyles podcast

39:21

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-centric The value of adding emotion to customer relationships How details make the difference in your customer experience The barriers that keep brands from being customer-centric How to instill effective empathy in your customer experience The secret to customer loyalty is being more loyal to your customers RESOURCES FROM THIS EPISODE: Steven's website Steven’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 Workbook Steven's YouTube channel Steven on LinkedIn SIMPLE brand Podcast #35 - Create a Customer-Centric Experience…

SIMPLE brand With Matt Lyles

1
Align All of Your Teams Into a Customer-centric Organization - Michael Hinshaw 34:34

17 weeks назад34:34

34:34

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 experience It takes more than surveys to understand your customers How to align silos in your organization Non-customer facing teams still impact the customer experience How your culture drives your customer experience approach RESOURCES FROM THIS EPISODE: McorpCX Michael’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…

SIMPLE brand With Matt Lyles

1
How to Get Your People to Commit to Lasting Change - Tamsen Webster 52:59

19 weeks назад52:59

52:59

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-term The biggest mistakes in change communication How to understand what’s important to your people How co-creation with others leads to more buy-in Dealing with antagonists and indifferent stakeholders in your change approach BONUS: Applying change principles as parents RESOURCES FROM THIS EPISODE: Tamsen’s website Tamsen’s free resource for you - The Compact Case Tamsen’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 Institute SIMPLE brand #75: Tamsen Webster – Find Your Red Thread…

SIMPLE brand With Matt Lyles

1
The Habits and Mindset of an Innovative Team - Jennifer Kenny 38:14

21 weeks назад38:14

38:14

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 ideation The barriers that hinder innovation in teams The importance of co-inventing and building trust within teams How gender balance impacts an organization’s innovation capacity Jennifer's six-step practice model for fostering innovation How innovation drives employee satisfaction and retention RESOURCES FROM THIS EPISODE: Jennifer's website Jennifer’s book - The Innovation Mindset: A Proven Method to Fuel Performance and Results Jennifer on LinkedIn…

SIMPLE brand With Matt Lyles

1
Eliminate the Rocks From Your Customer Journey - Sean Albertson 37:24

23 weeks назад37:24

37:24

In this week’s episode of the SIMPLE brand podcast, I talk with Sean Albertson . Sean is an internationally recognized thought leader, speaker, and transformational coach with 20+ years of leading customer experience initiatives for companies ranging from startups to the Fortune 200. And Sean is the author of the award-winning book - 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey . Here’s what we discuss: The four types of “rocks” that disrupt your customer experience How to find and eliminate the “rocks” from your customer journey Connecting silos to create a seamless experience The need for cross-functional teams to address customer experience Connecting upstream and downstream effects in your customer journey The Colorado DMV’s seamless customer experience RESOURCES FROM THIS EPISODE: Sean’s website Sean’s book - 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey Sean on LinkedIn…

SIMPLE brand With Matt Lyles

1
Adapt and Innovate Through Permanent Reinvention - Aidan McCullen 36:28

25 weeks назад36:28

36:28

In this week’s episode of the SIMPLE brand podcast, I talk with Aidan McCullen . Aidan is a change consultant and executive coach who helps organizational teams improve how they engage and innovate. He’s the host of The Innovation Show podcast. And Aidan’s the bestselling author of Undisruptable: A Mindset of Permanent Reinvention for Individuals, Organisations and Life . Here’s what we discuss: Overcoming resistance to change Recognizing change as an opportunity for reinvention The difference between optimization and true innovation If you start adapting once you recognize change, it’s too late How the most successful companies can be disrupted You can’t innovate if your employees operate in a culture of fear RESOURCES FROM THIS EPISODE: Aidan’s website Aidan’s podcast - The Innovation Show Aidan’s newsletter - The Thursday Thought Aidan’s book - Undisruptable: A Mindset of Permanent Reinvention for Individuals, Organisations and Life Aidan on LinkedIn…

SIMPLE brand With Matt Lyles

1
Turn Customers Into Raving Fans With a Customer Experience Engine - Scott Wozniak 55:00

27 weeks назад55:00

55:00

In this week’s episode of the SIMPLE brand podcast, I talk with Scott Wozniak . Scott is the founder and CEO of Swoz Consulting where he helps startups, family enterprises, and Fortune 500 companies create raving fans of customers and employees. And Scott’s the bestselling author of Make Your Brand Legendary: Create Raving Fans With the Customer Experience Engine . Here’s what we discuss: The secret to creating raving fans Customer Insight is the fuel that powers your customer experience engine Operational excellence is more important than wowing customers A healthy leadership team is needed for excellent customer experience How Scott’s faith drives his customer experience approach RESOURCES FROM THIS EPISODE: Scott’s website Swoz Consulting Scott’s book - Make Your Brand Legendary: Create Raving Fans With the Customer Experience Engine Scott on LinkedIn Good to Great by Jim Collins The Experience Economy by B. Joseph Pine II and James Gilmore No Rules Rules: Netflix and The Culture of Reinvention by Reed Hastings The Four Disciplines of Execution by Chris McChesney and Sean Covey The Advantage by Patrick Lencioni…

SIMPLE brand With Matt Lyles

1
Rethinking Retention to Create Loyal Employees - Erica Keswin 39:23

29 weeks назад39:23

39:23

In this week’s episode of the SIMPLE brand podcast, I talk with Erica Keswin . Erica is an international keynote speaker, a bestselling author, and a workplace strategist who partners with some of the most well-known companies in the world. She's one of Marshall Goldsmith's Top 100 Coaches. And Erica’s the Wall Street Journal best-selling author of the “Human Workplace Trilogy” that includes Bring Your Human to Work , Rituals Roadmap , and her very latest, The Retention Revolution: 7 Surprising (and Very Human!) Ways to Keep Employees Connected to Your Company . Here’s what we discuss: Pretty much everything we know about work has changed The need to rethink how we approach employee retention The value of staying connected with employees The right approach to flexibility How being intentional avoids employee resentment The role of meetings and how they can provide value Why middle managers are the MVPs RESOURCES FROM THIS EPISODE: Erica’s website Erica’s book - The Retention Revolution: 7 Surprising (and Very Human!) Ways to Keep Employees Connected to Your Company Five Ways to Embrace Your Humanity in the Age of AI Erica on LinkedIn…

SIMPLE brand With Matt Lyles

1
Principles for Effective and Simple Communication - Ben Guttmann 40:44

31 weeks назад40:44

40:44

In this week’s episode of the SIMPLE brand podcast, I talk with Ben Guttmann . Ben’s a marketing and communications expert who’s on a mission to train leaders in effective connection through simplified messaging. Ben’s the former co-founder of Digital Natives Group, a professor at Baruch College, and the best-selling author of Simply Put: Why Clear Messages Win - and How to Design Them . Here’s what we discuss: Why simplified messaging is necessary Why your messages aren’t breaking through the noise The different roles of communication “senders” and “receivers” How empathy should be used in communications The distinction between “complex” and “complicated” communications Five design principles to use when crafting a message How to avoid Frankenstein messaging The value of constraints in creating your message RESOURCES FROM THIS EPISODE: Ben's website Ben's book - Simply Put: Why Clear Messages Win and How to Design Them Ben's 1,000 Words Checker Ben on LinkedIn…

SIMPLE brand With Matt Lyles

1
A Customer-Centric Culture Starts with Customer-Focused Leadership - Blake Morgan 38:43

34 weeks назад38:43

38:43

In this week’s episode of the SIMPLE brand podcast, I talk with Blake Morgan . Blake is known as the “Queen of CX.” She is a customer experience futurist and one of the top keynote speakers in the world. She’s the host of The Modern Customer Podcast and the author of three books, including her latest, The 8 Laws of Customer-Focused Leadership: New Rules for Building a Business Around Today's Customer . Blake and I talk about her blueprint for creating customer-focused leaders and how the customer experience mindset applies both on - and off - the job. Here’s what we discuss: Why customer experience must start with leadership Why the CX mindset needs to be a lifestyle How to define customer-centricity The importance of a simple framework for enacting change How leaders can instill the CX mindset in their employees How leaders can become customer-experience futurists Using customer-focused leader skills as a spouse and parent RESOURCES FROM THIS EPISODE: Blake's website Blake's book: The 8 Laws of Customer-Focused Leadership: New Rules for Building a Business Around Today's Customer Blake’s podcast: The Modern Customer Podcast Blake on LinkedIn…

SIMPLE brand With Matt Lyles

1
How to Create a Ridiculously Easy Customer Experience - David Avrin 38:05

36 weeks назад38:05

38:05

In this week’s episode of the SIMPLE brand podcast, I talk with David Avrin . David is one of the most popular Customer Experience speakers and consultants in the world. In fact, over the past 25 years, David has shared his lessons on competitive advantage with leaders and teams from thousands of organizations in 26 countries around the world! And David is the best-selling author of six books including his latest, Ridiculously Easy to Do Business With: A Practical Guide to Giving Customers What They Want, How and When They Want It . David and I talk about how to discover what’s causing your customers friction so that you can begin delivering a “ridiculously easy” experience to them. Here’s what we discuss: How to move from being competent to being preferable Why being simple causes you to stand out How to tell if your policies or procedures are prohibiting an easy customer experience The importance of your team knowing what they can do for customers How to future-proof your business Why informal feedback is just as critical as formal feedback The value in walking your customer’s journey RESOURCES FROM THIS EPISODE: David's website Ridiculously Easy to Do Business With: A Practical Guide to Giving Customers What They Want, How and When They Want It David on LinkedIn…

SIMPLE brand With Matt Lyles

1
Retain Your Employees and Build a World-Class Culture - John DiJulius 56:57

38 weeks назад56:57

56:57

In this week’s episode of the SIMPLE brand podcast, I talk with John DiJulius . John is the founder and Chief Revolution Officer of The DiJulius Group , a customer experience consulting firm that helps clients build customer care strategies that lead to happy customers, employees, and shareholders. John has spent decades becoming the authority on building world-class customer and employee experiences. John is the bestselling author of six books, including his newest, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth . John and I talk about the little-known secret of how to become a more profitable company in both the short and long term: happy employees. Here’s what we discuss: How we got to the point of “quiet quitting” Why the power of purpose trumps the paycheck The importance of storytelling in vision-casting a career How to make your employees feel as cared for as your customers How to avoid creating accidental managers Why onboarding needs to be more than a training class How to design an employee-specific career journey The importance of focusing on the whole person, not just the job How the employee experience starts during recruitment The “Columbo method” of interviewing RESOURCES FROM THIS EPISODE: John's website The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth John on LinkedIn…

SIMPLE brand With Matt Lyles

1
How to Find and Retain Your Most Valuable Customers - Ali Cudby 39:14

40 weeks назад39:14

39:14

In this week’s episode of the SIMPLE brand podcast, I talk with Ali Cudby . Ali is the CEO of Alignmint Growth Strategies . With over 15 years advising startups and global companies, Ali’s specialty is transforming customer experience, increasing customer lifetime value, and building customer loyalty. Ali is also the author of the bestselling book, Keep Your Customers: How to Stop Customer Turnover, Improve Retention and Get Lucrative, Long-Term Loyalty . Ali and I talk through the significant impact customer retention, versus customer acquisition, has on the bottom line and the direct tie between customer experience and customer loyalty. Ali explains her perspective on the different levels of customer loyalty and how to move more of your customers to the highest level of loyalty. Here’s what we discuss: How to define customer loyalty How to let leaders know that customer loyalty matters The different distinctions of customer loyalty Strategies to take around “bad revenue” customers The two major components of customer retention Who within a company owns customer experience How to keep an entire company on track with customer experience The ideal way to track customer loyalty progress RESOURCES FROM THIS EPISODE: Ali's website Keep Your Customers: How to Stop Customer Turnover, Improve Retention and Get Lucrative, Long-Term Loyalty Ali on LinkedIn…

SIMPLE brand With Matt Lyles

1
How to Communicate with Clarity With Steve Woodruff 47:42

42 weeks назад47:42

47:42

In this week’s episode of the SIMPLE brand podcast, I talk with Steve Woodruff . Known as the "King of Clarity," Steve's passion is helping companies and individuals communicate clearly and effectively. Steve is the author of two books, including his latest, The Point: How to Win with Clarity-Fueled Communications . Steve and I discuss how the use of his "Clarity Fuel Formula" helps communicators break through the noise to quickly grab - and keep - the attention of their audience without creating confusion. Here’s what we discuss: How anyone can learn to be a simple, effective communicator A business's main competitor isn't another business - it's noise Understanding how the brain works is crucial to communicating clearly Why seconds matter in gaining your audience's attention How jargon and too much information shut down the attention center of the brain Why assuming your audience shares your same level of knowledge is a critical mistake The importance of defining terms to bring clarity to the conversation Why storytelling and analogies are brain-friendly communication tools How poor communication within an organization can lead to a 20% loss in efficiency per week RESOURCES FROM THIS EPISODE: Steve's website Steve's book - The Point: How to Win with Clarity-Fueled Communications Steve on LinkedIn…

SIMPLE brand With Matt Lyles

1
Chris Wallace - Frontline Employees: Your Key to Customer Insight 36:08

1 year назад36:08