SimpleBiz360™ Podcast

Latest Episodes:

Episode #193: HOW TO UNCOVER 1% IMPROVEMENT OPPORTUNITIES Jun 29, 2023

Show notes

What would companies look like if the C-Suite personnel engaged in the routine duties of every employee position? The annual figures are about the same for start-up companies compared to businesses that shut their doors. After watching transactional behaviors for over 30 years, I can comfortably claim that many of these dead enterprises died on the “Experience Economy” battlefield. Quite frankly, many of these companies went to the boneyard because they routinely delivered dissatisfying experiences to customers. This show looks at how executives can discover small revelations, improvements, and corrections wrapped up in customer-centricity. These 1% changes can really add up, and quite possibly, change the trajectory of a company. Have a GREAT July 4th America!

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Episode #192: WHY ARE WE SERVING WILTED MINT IN MOJITOS? Jun 22, 2023

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Why do some businesses deliberately choose to do what is wrong, even when they know their decision will lead to customer dissatisfaction? To coin an old phrase, some business actions stick out like a sore thumb. Many times, the pain suffered from these actions hurts worse than that sore thumb? So why do we do these things? Do we understand the true cost of serving up service we know is bad before we deliver it? Referrals are essential to the success of many business models. Likewise, a necessary cadence of repeat business is often the lifeblood to certain enterprises. This show helps us enhance customer satisfaction, and ensure a steady diet of repeat and referral transactions. These five minutes explore three, simple suggestions that can help deliver the right experience to customers. To all the restaurants out there…please throw away those wilted mint leaves!!!

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Episode #191: QUICK. SLOW. SLOW. Jun 15, 2023

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What are the various ways we engage with customers? More importantly, how do we engage with our customers. Do we wing our encounters and default to verbal wrestling. Do we blurt out the first thought that bubbles up, or do we patiently listen before a careful response? Do we put thought into what we will say, should say, and do say? This episode will open up a vault on the QSS principle, which was initially taught well over 2000 years ago.

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Episode #190: HOW TO DISCOVER THE BEST CUSTOMER FEEDBACK Jun 08, 2023

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Acquiring experience-oriented opinions about purchases can be an arduous task, resulting in excessive costs, and low engagement. This show looks at where to find inexpensive, and expansive information about what buyers think, and how they feel about our businesses. Enjoy!

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Episode #189: WARRANTY CLAIMS ARE OPPORTUNITIES IN DISGUISE Jun 01, 2023

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How often do we recognize the golden opportunities tucked inside of negative events? Probably not as much as we should. Turning lemons into lemonade is an overused cliché, that is undercapitalized in real life. Processing a warranty claim presents a viable opportunity to embrace this cliché, and deliver a customer-centric experience. Consumers understand that problems may arise, and all they really want is professional and expeditious issue resolution. It is at this intersection that many companies fail miserably. This episode is an opportunity to start winning glowing reviews, that stem from handling negative situations in positive ways. Invest the next four minutes hearing a couple of stories, and a few ideas about turning lemons into lemonade.

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Episode #188: Gordon Manzione – Another Shrimp on the Barbie May 25, 2023

Show notes

As we take the week off from our “3 Biz Tips in 5 Minutes” podcast series, we invite you to Join us as we catch up with Gordon Manzione. The last time we connected was on Episode #43, dating back to August 13, 2020. Today we chat with Gordon about Australia, America, and his unique, creative, and evolving gift of video storytelling. Always candid, engaging, and good natured, Gordon will leave you smiling! Thanks for tuning in, and cheers to the GLHS class of 1976!
G-MAN
https://www.youtube.com/@gman1184
The Elephant in The Room
https://www.youtube.com/watch?v=ATurE4NOtLY

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Episode #187: EMBRACING THE MATHMATICS OF EXCEPTIONAL SERVICE May 18, 2023

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Imagine reducing the quantity of time in order to increase the quality of service?

We invite you to tag along for a five-minute broadcast that unveils the customer-pleasing math of delivering exceptional service in the Experience Economy. More or less, this episode is all about accomplishing more, with less! Are you a “720 Company”, or a “120 Company?” Enjoy the show!

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Episode #186: DEMONSTRATING CUSTOMER-CENTRICITY WITH SHIPMENT PACKAGING May 11, 2023

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Want better customer experiences? If so, then how about we start by examining the very packaging we use to get our products into the marketplace. How do our parcels really look when they hit front porches or receiving docks? It may seem trite on the surface, but we do send our customers perception-building messages, each time we ship a product. Stop and ask yourself one question. How many times have you received a delivery that was poorly prepared for the long, and sometimes rugged haul by carriers? My guess is that around 50% of those improperly packed deliveries contained damaged, or slightly impaired product. We encourage you to spend the next five minutes with us as we wrap a familiar topic with some fresh thinking. Sometimes, the answers are as simple as making sure the bananas are not at the bottom of the grocery bag! Healthy customer experiences start with the perception we wrap around our products. Enjoy!

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Episode #185: BALANCING CATALOG CREATIVITY WITH RECIPIENT SATISFACTION May 04, 2023

Show notes

This five-minute show highlights a few simple, customer-centric guardrails for print catalog design and layout. Buyers want tools that make their job easier. Client-success is magnified when vendors address this basic mindset. These five minutes invite you to think of the word “TOOL” the next time you embark on a catalog layout. The ultimate challenge in creating cool, customer-friendly catalogs, is striking a healthy balance between creative graphics, and rapid, end-user functionality.

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Episode #184: “WAY TO GO” SENDS A POWERFUL MESSAGE Apr 27, 2023

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Imagine using three, simple words that can change family relationships, companies, and careers! It is no secret that words can tear someone down, or build them up. We invite you to practice using this three-word phrase to encourage associates, teammates, spouses, kids, and grandkids. You will feel good saying this uplifting phrase, and the receiver will feel terrific. Who knows…your appreciation comment might enable the recipient to have have a better day, week, month, year or career!

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