Customer Obsessed

In this episode, Kim Morrow shares why emotional intelligence is the foundation of effective leadership, how business leaders can inspire employees to embrace their company vision, and the essential qualities of good stories and storytellers.  About Kim Morrow Kim Morrow is an executive coach, consultant, facilitator and public speaker, as well as the co-founder of Forté Consulting and Inside Jour...

We’re talking to Kate Visconti, CEO and Founder of Five to Flow, a global collective that builds integrative organizational wellness solutions to help individuals and companies achieve and sustain peak performance. Kate shares the five key areas of organizational wellness and why they’re crucial for employee and customer obsession, what a flow state is and how to tap into it to improve performance...

Stan Slap is a NY Times best-selling author and president of the international consulting company SLAP , renowned for achieving maximum commitment in manager, employee, and customer cultures.  Stan has been helping business leaders understand and get commitment from these three groups for thirty years and shares with us how leaders can reframe the pandemic to move beyond survival, what an employee...

Lindsey Armstrong is a powerhouse leader in the world of sales, business strategy, and international development whose career includes executive leadership roles at Oracle, Veritas, Salesforce, and XANT (formerly InsideSales), and who is also Eric’s longtime friend and mentor. In our interview, we talk about what customers really care about (hint, it’s not their NPS score), the history of “custome...

About the Episode John Maeda is the CXO of Publicis Sapient, a six-time author, and TED speaker. In our wide-ranging interview, we discuss the power and purpose of asynchronous work; data, AI, and privacy; his latest book “How to Speak Machine: Computational Thinking for the Rest of Us”; and how different generations think about work and finding purpose. About John Maeda John Maeda is an American...

Tiffani Bova is the Customer and Innovation Growth Evangelist at Salesforce, author of best-selling book Growth IQ, and former distinguished analyst at Gartner. Tiffani shares her insight into the current sales landscape and how she sees the future of sales shaping up due to the impact of COVID-19.  Eric and Erin also discuss common mental blocks entrepreneurs experience when trying to embrace the...

Jen Igartua is the Chief Services Officer of Go Nimbly, a revenue operations company that’s lighting up the Salesforce ecosystem and changing the way organizations go to market. Revenue operations is both a methodology and a cultural mindset that breaks down internal silos and improves cross-functional relationships to help companies achieve their overall strategic outcomes. As Jen shares her stor...

This episode is all about business strategy—what it is, why it's important, and how to create a strategic statement that can effectively guide you and your team to achieve your company's vision.  In the first half of the episode, Glen and Eric discuss the ins and outs of strategy and share the five main parts of a strategic statement. In the second half, Glen and Erin use Erin's company, Afternoon...

Natalya Watson, founder of Beer With Nat, is an independent beer consultant, sommelier, and educator. She has a BS in Microbiology from UCLA and an MPH from UC Berkeley, but it was her experiences outside of the classroom that ultimately led to her adventures in the world of beer. In this episode, we talk about how Natalya broke into the beer world, what it's like for her as a woman in the industr...

We’re in the middle of extreme social upheaval, and many brands are re-evaluating their cultures and the impact their actions are having on marginalized communities. As a leader, how do you make sure your good intentions turn into good actions? We interviewed Matthew Manos, a pioneer in the world of philanthropically-minded entrepreneurs, to find out. On the show, we talk about the radical give ha...

How do you find your purpose as an entrepreneur? And what do you do after you find it to build a successful business? We're talking to the President of Brooklyn Bicycle Co Ryan Zagata about his journey from tech to bicycles that all started after he took a trip to Vietnam. Learn how he discovered his purpose and the actions he took to transform Brooklyn Bicycle Co. from an idea to reality.

Is an innovation center an innovation gatekeeper? We sat down with MURAL CEO Mariano Suarez-Battan to discuss how to encourage all employees to experiment and innovate, and how to keep creativity and teamwork alive whether your team is in an office or remote.

Part I of our interview with Bob focused on the current state of contact centers and customer service—from customer relationships to AI to hiring. Part II dives deep into employee culture and executive alignment, and how both can determine whether your customers stick around or take a walk and never come back.

In Part I, we dive into the current state of contact centers and customer service. What are companies doing to stay connected with customers, especially now when their contact centers are being inundated? What technologies are out there that can help you build a successful contact center and what really is the secret sauce of a good customer service agent? Bob shares his insight and experiences wi...

The COVID-19 pandemic has thrown business-as-usual out the window. Remote work is no longer a perk, but a requirement if you want to stay afloat. Eric and Erin chat with Caryn Fried, Co-founder of Camp4—a strategic consultancy that helps organizations build high-performing teams—and discuss how to stay connected and come out the other side with strong teams who trust one another to get the job don...

What is customer obsession and why does it matter? In this first episode, Eric and Erin discuss Eric’s journey to customer obsession, what customer obsession actually means, and why it’s essential for entrepreneurs and leaders who want to remain competitive and innovative.