Customers

E109 | World Class Service with Monique Richardson Customer service expert Monique Richardson argues that exceptional service starts long before a customer interaction. It begins with leadership, culture and how people inside the organisation are treated. Monique is an author, speaker and consultant, for more than two decades, she has helped organisations across Australia create customer experiences that build loyalty, trust and lasting relationships. She explains why service is Read More...

e109 World Class Service with Monique Richardson

E109 | World Class Service with Monique Richardson Customer service […]

E101 | 25 Questions Every Entrepreneur Must Answer (Part 2 of 2) In the second of this two-part series Brad Giles, Andres Zylberberg and Richard Peake continue to answer the rest of the 25 questions entrepreneurs must answer to build an enduring great company. After exploring vision and strategy in part one, this conversation moves into leadership, execution and the economic engine. We discuss why second-level leaders matter, why accountability must be documented and reviewed, and how Read More...

e101 25 Questions Every Entrepreneur Must Answer (2 of 2)

E101 | 25 Questions Every Entrepreneur Must Answer (Part 2 […]

E77 |First Meeting Differentiator with Lee Salz The first meeting can make or break a sale. Discovery-style meetings – where salespeople focus on gathering data – often fail to deliver meaningful value. Instead, Lee Salz introduces the consultation mindset, where sales professionals lead with insight, empathy, and emotion to create momentum from the very first conversation. Lee Salz is one of the world’s leading voices in sales differentiation. As founder of Sales Architects, he helps Read More...

e77 First Meeting Differentiator with Lee Salz

E77 |First Meeting Differentiator with Lee Salz The first meeting […]

E70 | Bigger isn’t Better, Better is Better (Part 4 of 7): Better Customers Building customer advocacy – where trust and loyalty lead to customers fighting to stay with you – drives greater long-term profit and sustainability than endlessly chasing new growth. Better customers, not more customers, create compounding value. In part four of this series, Andres Zylberberg, Richard Peake challenge and I challenge the belief that growth for its own sake is valuable, contrasting Read More...

E70 Bigger isn't Better - Better Customers 47 YOUTUBE

e70 Bigger isn’t Better, Better is Better (Part 4 of 7): Better Customers

E70 | Bigger isn’t Better, Better is Better (Part 4 […]

E51 |Someone Has To Be The Most Expensive, Why Not You? with Andrew Griffiths Andrew Griffiths, Australia’s leading small business author and global speaker, urges entrepreneurs to charge what they’re worth by building businesses of substance, not stress. Drawing from a life shaped by hardship and hustle, Andrew shares how he went from a struggling dive shop owner to a confident global mentor. Andrew explores the dangers of a poverty mindset, the trap of competing on price, and Read More...

e51 Someone Has To Be The Most Expensive, Why Not You? with Andrew Griffiths

E48 |Selling With authenticity and Integrity with Larry Levine Larry Levine is a passionate advocate for authenticity in sales. With more than 30 years in B2B tech sales, Larry shares how his early struggles selling copiers led to a revelation: authentic, client-centred relationships build lasting success. Instead of mimicking others, he asked customers what they valued – and built his career by doing the opposite of typical sales reps. Larry says that real sales success happens Read More...

E48 Selling with Authenticity & Integrity with Larry Levine YOUTUBE

e48 Selling With Authenticity and Integrity with Larry Levine

Episode 33 | Never Lose A Customer Again with Joey Coleman Joey Coleman helps companies retain customers and employees using his 100-day methodology. He’s an award-winning speaker and best-selling author, with companies like Whirlpool and Zappos as clients. Joey talks about the importance of personalised customer experiences to foster loyalty and engagement. He highlights the connection between customer and employee experience, suggesting that both are essential for business Read More...

E33 Never Lose A Customer Again Joey Coleman YOUTUBE

e33 Never Lose a Customer Again with Joey Coleman

Episode 23 |Building a Billion Dollar Cult Brand with Barb De Corti Barb de Corti is a passionate entrepreneur who has grown her business, ENJO Australia and Santé Skincare, from selling microfibre cloths at expos to achieving over a billion dollars in sales. As an avid learner and advocate for sustainability, she has built a carbon-neutral, ethical business committed to fair practices and reducing environmental impact. It has resulted in a cult following for her products over Read More...

e23 Building a Billion Dollar Cult Brand with Barb De Corti

Episode 17 | The Ultimate Marketing Machine with John Jantsch John Jantsch is a renowned marketing consultant, author of seven books, and founder of Duct Tape Marketing, known for his expertise in small business marketing strategies. We discuss the concept of treating customers as members, rather than mere buyers, to foster deeper relationships and long-term loyalty. John explains how a customer success track, which guides clients through different stages of growth, can transform Read More...

E17 The Ultimate Marketing Machine John Jantsch YOUTUBE

e17 The Ultimate Marketing Machine with John Jantsch

What is NPS 3? Since its introduction, in 2003, the Net Promoter System, which measures how consistently brands turn customers into advocates, has become the predominant customer success framework. But as its popularity grew, NPS started to be gamed and misused in ways that hurt its credibility. Unaudited, self-reported Net Promoter Scores undermined the usefulness of NPS. In order to address this problem, Fred Reichheld, the NPS founder has introduced a hard metric, drawn from accounting Read More...

111 What is NPS 3? How can you bring it to life in your company?

Many leaders spend way too much time thinking about and talking about their competition. And sometimes this can lead to me-too type reactions, that can lead you to commoditization. Instead of spending too much time thinking about the competition, instead, leaders should think about the customer, what the customer needs are, and how to meet those needs in a unique and valuable way. Brad and Kevin talk about the problems with client focus, and why you should spend more time Read More...

81 The dangerous thing about focusing on your competition

Some of the best data for leadership team members comes from customers, and some of the best customer data becomes available when leaders talk with customers directly. In fact, leaders could be missing out on 70% to 80% of the most valuable information that they could have. This week we discuss the simple system of 4 questions that every leadership team should ask, we discuss why it’s important, and how to implement it in your business. 4Q The 4 questions Read More...