Your Customer, Your Success

Leadership Alignment, the Right Seat, and Customer Trust with Bryant Richardson In this episode of Your Customer, Your Success, Gary sits down with Bryant Richardson, founder of Real Blue Sky and author of the forthcoming book The Next CX Economy, a customer experience advisor who helps leaders turn client focus into a growth strategy. This conversation explores a claim most operators feel but rar...

In this episode of Your Customer, Your Success, Gary sits down with Jessica Millhiser, founder of JMills Consulting and a business operations consultant who helps service-based business owners build the internal structure their business needs to grow. This conversation explores a simple but often overlooked idea: structure creates freedom. Jessica explains why so many owners look successful from t...

In this episode of Your Customer, Your Success , Gary Marra talks with Ashley Smith , a digital authority strategist and the creator of the Proof Gap. Ashley spent nearly two decades in real estate, including serving as board chair and media spokesperson for Greater Vancouver Realtors, before turning her focus to a problem she watched play out across that industry and well beyond it. Her core argu...

In this episode of Your Customer, Your Success , Gary sits down with Dr. Patrick Lynch , AI faculty lead at Hult International Business School, a Thinkers50 Radar 2026 honoree, and author of How to Outsmart AI and Thrive (Routledge, July). An industrial organizational psychologist and former Accenture Research Fellow, Patrick has trained leaders at companies including American Express, Boeing, and...

Most founders don't scale because they refuse to hand off the work that's holding them back. Anna Brambilla spent nearly 25 years in career transition, recruiting, coaching, and franchise leadership before facing the exact transition she helped others navigate, learning to get out of the way of her own growth. As founder and CEO of Virtually Aligned, she works with founders who keep doing the work...

In this episode of Your Customer, Your Success , Gary sits down with Will Leach , founder of Mindstate Group, bestselling author of Marketing to Mindstates , and a behavioral designer who has shaped strategy for some of the most recognized brands in the country. Before founding Mindstate, Will led strategic insights at PepsiCo and spent nearly two decades inside behavioral research. He teaches beh...

Summary In this episode of Your Customer, Your Success , Gary sits down with Laurie Fainer , Founder and CEO of Dynamic Alchemy Advisors and host of The Impact List Podcast. Laurie spent two decades inside boardrooms and executive teams, including roles as Chief People Officer at Peerage Realty and Head of HR at a Brookfield subsidiary. She now works with boards, executive teams, and leaders on th...

Show notes below, formatted to match the Jon Morris template benchmark. Chapter timestamps are provisional pulled from raw transcript and will need recalibration after your final edit incorporates cold open and intro music. Summary In this episode of Your Customer, Your Success , Gary sits down with Eva Safar — founder of Safar Transformations and president of TAB Denver North, where she coaches g...

Your Customer, Your Success — Episode 52 Why Client Outcomes Start With Hiring with Alex Grant Summary In this episode of Your Customer, Your Success , Gary sits down with Alex Grant — Senior Vice President of Direct Field Sales at North, one of the country's leading payments and merchant services companies. Before North, Alex spent years at Heartland in senior sales leadership, recruiting, coachi...

E51 Guest: John Sampogna, Co-Founder & CEO, Wondersauce SUMMARY How do agency relationships compound over a decade instead of dying after a year? John Sampogna, co-founder and CEO of Wondersauce, joins Gary Marra to break down the difference between agencies that sell activity and the ones that sell outcomes, and why most service businesses get the trade-off wrong. John has spent more than fif...

Setting a Seat at the Table: How CX Earns Real Authority with Katie Stabler ***It's Episode 50 of Your Customer, Your Success!!!*** Thank you all for listening/watching! A fitting milestone for a conversation on how customer experience earns real authority inside the organizations that need it most. In this return visit, Katie Stabler joins Gary Marra to examine why customer experience continues t...

Growth, Margin, and Chaos: How to Scale Without Eroding Profit | Rion Westfall In this episode of Your Customer, Your Success , Gary sits down with Rion Westfall, founder of 537 Business Development and creator of the Own Your Revenue program. Rion has built nine companies across family businesses, solo ventures, joint ventures, and private equity-backed disruptors. He now helps small to mid-sized...

Risk, Trust, and Passive Real Estate Investing for Business Owners with Ian Noble Today’s conversation is for educational and informational purposes only. Our guest insights are based on their professional experience and do not constitute legal, tax, or investment advice. Because everyone’s financial situation is unique, please consult with your own licensed advisors before making any investment d...

Expectations, Personalization, and the Trip Before the Trip: Where Great Travel Experiences Begin with Ali Raymer Episode Overview In this episode of Your Customer, Your Success, Gary Marra sits down with Ali Raymer, Senior Travel Advisor at Picture This Travel, for a conversation that goes well beyond travel logistics. Ali came into the industry in a nontraditional way, built her business through...

Growth, Complexity, and the Slow Erosion of Client Trust Episode Overview In this solo episode of Your Customer, Your Success , Gary Marra breaks down a pattern many leaders recognize before they can fully explain it: the moment when complexity starts to outpace structure, and client trust begins to weaken. The numbers may still look fine. Revenue may still be holding. KPIs may not yet be flashing...

In this episode of Your Customer, Your Success , Gary sits down with Eleni Vorvis — a fractional customer success leader, executive advisor, and coach with more than 20 years of experience across sales, customer success, leadership, and go-to-market teams. This conversation explores a foundational leadership reality: Executive conversations do not succeed because you know the product best. They su...

In this episode of  Your Customer, Your Success , Gary sits down with  Jon Morris  — founder and CEO of Fiscal Advocate, former founder of Rise Interactive, and a fractional CFO and advisor focused on helping businesses use financial data to grow faster and more profitably. This conversation explores a foundational growth reality: Sustainable growth does not come from tracking more...

Episode Overview In this episode of  Your Customer, Your Success , Gary sits down with Sid Meadows — fractional advisor, founder of Embark CCT, co-founder of The Collaborative Network, and host of The Trend Report. This conversation explores a foundational growth reality: Small businesses don’t win by acting big. They win by going deeper with customers, staying strategically focused, and empo...

Summary In this episode of  Your Customer, Your Success , Gary sits down with Tim Hines — fractional CMO, four-time founder, keynote speaker, and author of  The Marketing Starter . This conversation explores a critical leadership reality: Marketing does not stop at lead generation. Customer success does not begin at onboarding. Alignment between the two is what protects retention and ena...

What if Customer Experience and Employee Experience aren’t separate initiatives at all, but direct reflections of leadership behavior? In this return visit to  Your Customer, Your Success , Kris Wauters joins Gary Marra to explore the deeper truth behind CX, EX, and leadership through the lens of his new book,  The Human Experience: Dancing with the Dragon, Climbing Beyond the Tower . Th...

In this episode, Dannah Vaughan joins me for a grounded conversation about customer success, post-sales execution, and the real cost of losing the human touch in an increasingly automated world. We explore why onboarding has improved while support continues to fail customers, how health scores should guide curiosity rather than dictate decisions, and why legacy customers demand real relationships,...

Building Growth That Lasts: Alignment, Fractional Leadership, and Customer Success Execution with Chelsey Reynolds Chelsey Reynolds joins  Your Customer, Your Success  for a practical conversation about what it really takes to build growth that lasts. Drawing on her experience leading sales, marketing, and customer success teams through rapid scale, Chelsey breaks down why growth st...

This episode is Part 2 of the 1-Year Anniversary Retrospective for Your Customer, Your Success . Part 1 focused on the fun, signature segments of the show. This episode highlights the best conversations and lessons from year one — featuring Customer Experience leaders, Customer Success leaders, and leadership experts who shared thoughtful, practical perspectives. It’s a reflective, easy listen des...

Episode Description This episode is  Part 1 of our 1-Year Anniversary Retrospective  for  Your Customer, Your Success . Designed as a lighter, holiday-friendly listen, this episode highlights two of the show’s most popular and revealing segments:  Chip Shots  and  Does It Hold Water? While informal by design, these segments consistently delivered some of the most hone...

Episode 36: Job Security, AI, and What Job Candidates Need to Understand Now with Justin Dixon For years, job seekers were told the same story: big companies are safe, startups are risky, and loyalty will protect you. That story no longer holds up. In this episode of  Your Customer, Your Success , I’m joined by Justin Dixon, founder of Hire Tomorrow and host of the Growth Capital Podcast...