Experience Leadership - The Small Business Podcast

The Power of Personalisation: How to Actually Delight Your Customers  with Marc Haine In a world plagued by impersonal customer service and generic interactions, businesses struggle to provide a truly resonant customer experience. The lack of personalization leaves customers feeling undervalued and unimportant, leading to dissatisfaction, disengagement, and ultimately, lost business.  🛎 In this ep...

The Power of Employee Engagement: Revolutionizing Customer Experience with Scott Gilbey A significant gap exists within organizations in how they perceive overall satisfaction. Customer experience (CX) metrics have dropped, employee experience (EX) metrics are inconsistent, and employee retention remains a persistent problem. And they are all tied together. 🛎  In this episode Our host, Marc Haine...

From Mistakes to Milestones: Embracing Humility in Leadership with Marc Haine People don't quit their jobs, they quit their bosses" is the adage we've heard for years. The crux of the problem is that leaders drive their teams to perform or drive them away. 🛎 In this episode Podcast host and employee experience expert, Marc Haine offers valuable insights, strategies, and practical tips for leaders...

Is Financial Literacy the Key to Long-Term Employee Loyalty? with Steve Bridge Get ready for an insightful episode of "Marc Haine Live" as your host, Marc Haine delves into a fascinating conversation with special guest Steve Bridge. In this thought-provoking episode, they explore the question on everyone's minds: How does financial literacy impact my company and my employees? In an era where finan...

Get Fired Up and Ready to Shift with Linda Edgecombe Absenteeism, engagement and retention issues.... symptoms of a much bigger issue. And the cost to the bottom line is massive. 🛎  In this episode Resiliency Expert, Motivational coach and Proud Disruptor of the Status Quo, Linda Edgecombe will pull back the curtain on what these symptoms mean, and how you, as a leader can address them.   ABOUT LI...

Uncovering the Secret to Solving Your Talent Problem! with Warren Barry Wherever there are people, there are people problems.  Not having the right people in the right positions, and working within their zone of genius is killing your business. 🛎 In this episode The Purveyor of the Pond, Culture Expert Warren Barry will spotlight the silent killer of your business - Cultural Dissonance. We will be...

Walking Your Talk as a Leader with Kelly Vaillancourt How can you walk the talk when you don't know what your talk is? When you lack clarity on your definition of leadership, you miss out on representing your actual values - your leadership style becomes incongruent with those values. 🛎  In this episode Leadership coach, Kelly Vaillancourt will pull back the curtains on what it takes to define lea...

The Art of Regulating Adults: How to Write Policies That Induce Grown-Up Cooperation Rather than Childlike Resistance with Lewis Eisen Whether set down in formal policies or posted on signs, too often a company’s rules sound like they were written by angry parents talking to naughty children. Your employees respond to that tone of voice with resistance and high turnover and your potential customer...

Keeping Your Staff Through Driving a Flexible Workplace Culture with Dr. Laura Hambley Leaders making unilateral decisions to force staff back to the office is causing some to lose their best people and the knowledge that leaves with them. 🛎 In this episode Organizational Psychologist Dr. Laura Hambley pulls back the curtains on what leaders need to do drive a flexible workplace culture that keeps...

Standardizing Your Sales Processes with Ron Story Jr.  Our typical sales processes have seen their day.  🛎  In this episode The man who talks to strangers, Ron Story Jr. will uncover the power of standardized sales processes, and steps you can take to become more efficient and profitable. ABOUT RON Ron Story, Jr., has been a full-time entrepreneur for over 20 years and has been instrumental in the...

Playing Your Business' Long Game with Sandeep Aujla The power of decision-making within a crisis is difficult enough. But navigating the constant complexity and volatility of our economic environment while facing constant change head-on requires leaders who can play the long game. 🛎  In this episode Executive Coach Sandeep Aujla uncovers the consequences of short-term thinking and reactive decisio...

The 7 Essential Stories Charismatic Leaders Tell with Kurian Tharakan Most organizations’ leaders have a very difficult time communicating the essence of their company and its products to their customers.  🛎 In this episode Sales and marketing strategist Kurian Mathew Tharakan takes us behind the scenes to uncover the seven stories you need to stand out in your market... Pickup the 7 story framewo...

Effectively dealing with angry customers with Marc Gordon We are not going to make all our customers happy....either through warped expectations or a misdeed on our part; mistakes will happen. And when they do, what we do and how we do, will define our commitment to customer experience and service excellence. 🛎 In this episode Customer Experience expert, Marc Gordon, will discuss how to handle ang...

Episode 136 - Delete Recruitment from HR with Bill Humbert The press is inundated with reports that companies cannot find qualified candidates to help run their businesses.  Isn't the definition of insanity, doing the same thing over and over again, expecting a different result? Are you willing to change your recruitment process to become more successful? 🛎  In this episode The Recruiter Guy, Bill...

Leveraging Creativity to Re-Engage and permitting People to Take Risks with Caroline Brookfield In our (almost) Post-Pandemic Era, we are trying to solve new problems with old solutions. Our disengagement from daily creative thinking habits has limited our ability to see new possibilities. Additionally, humans are feeling disengaged, no longer wishing to perform like robots at work.  🛎 In this epi...

How to Actually Create a Thriving Culture Where People Want to Work with Drew Neal Employee engagement is at an all-time low. Employees choose Quiet Quitting to overcome the mental stress and fatigue they're experiencing. What can you do about it? 🛎  In this episode Culture and Growth Strategist, Drew Neal puts a spotlight on the 5 Keys we need to discover and create a thriving Work Culture. ABOUT...

Bringing Your Voice to Leadership with Suzannah Baum Would it surprise you to learn that it takes more than confidence to speak up? Our days are filled with communication. As leaders, we are constantly called upon to answer questions, explain situations, delegate, or conduct team meetings. 🛎 In this episode Presentation & Leadership Communication Strategist Suzannah Baum breaks down some strategie...

Leadership of thriving thru crisis with John Robertson Most businesses need to have emergency plans, sometimes called business continuity plans, but it doesn’t aid the keeping staff, or engagement or the costs of ‘people stuff’. 🛎 In this episode, best-selling author John R. Robertson pulls back the curtain on how to navigate the minefield of expectations, demands and normal business requirements....

The Best Time to Stop Getting Burned by Crisis Is Before It Happens with Marc Haine Let's face it... Murphy and his Law will always distract us from what we need to do. But as prevalent as crisis is, we don't have to be held captive by each disaster that strikes. 🛎 In this episode Host and Service Expert Marc Haine puts a spotlight on 4 best practice steps you can take to proactively deal with the...

Overcome these three retention drivers to keep staff and lower costs with Courtney Ramsey Every time an employee quits or gets fired, it costs the company financially and can cause a decrease in morale. By helping leaders understand the key drivers of retention, companies will decrease turnover, increase employee engagement, and increase productivity. 🛎 In this episode Keynote Speaker and human re...

Optimizing Decision Making for Peak Performance in Work and Life with Madelaine Claire Weiss There are many myths and misunderstandings commonly held by so many about how to make the 35,000 decisions humans typically make every day. And, as Forbes said recently, Decision Making needs to be at the top of every business agenda going forward. 🛎 In this episode Executive Coach Madelaine Claire Weiss w...

Random Business and Leadership Questions Answered with Marc Haine Questions abound! We all have them.  🛎 In this episode Marc will pull questions from a hat.  Questions about “Quiet Quitting.” Should I just fire anyone who’s being lazy and not performing? Question about Labor Shortage and what to do about it Question about staff complaining every time there is a change in the policies Question abo...

Reprogram Your Leadership Style by Understanding and Adopting Emotional Intelligence with Markus Neukom Since the pandemic, employees with poor manager relationships are more disengaged than ever, and employees will and do leave the companies to get away from their managers. The last thing an organization wants to be dealing with right now or ever is attrition. High employee turnover is costly in...

Standout with Clarity and Uniqueness with Azadeh Yaraghi Leaders and businesses fail to connect at a deep level with their colleagues, team members, or clients because they struggle being the same as everyone else. They don't communicate how they are special, nor are their marketing tools aligned with how awesome they are. 🛎  In this episode Gogo Telugo Creatives founder and CEO, Azadeh Yaraghi un...

Using Emotional Intelligence to Improve Internal Human Connection with Christina Aldan It's tough losing staff and even tougher when the staff that stay choose to be disengaged. 🛎 In this episode Business and Brand Strategy Expert, Christina Aldan, takes us through how to engineer our corporate culture to better reflect our core values in every human touchpoint. ABOUT CHRISTINA Christina Aldan is...