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The Customers First Podcast with host Tacey Atkinson.
Here we engage in Customer-Centric Conversations with industry experts from around the globe to discuss strategies to deliver Magical Customer Experiences.
Thank you for tuning in, becoming Magic Makers, and I look forward to us sitting down to more valuable conversations in the future.
The Customers First Podcast with host Tacey Atkinson.
Here we engage in Customer-Centric Conversations with industry experts from around the globe to discuss strategies to deliver Magical Customer Experiences.
Thank you for tuning in, becoming Magic Makers, and I look forward to us sitting down to more valuable conversations in the future.
Here's a quick summary of the last 5 episodes on Customers First Podcast.
Hosts
Tacey Atkinson
Previous Guests
David Sauers
David Sauers is the co-founder and CEO of Royal Restrooms, a company that specializes in luxury, climate-controlled restroom trailers designed to elevate the guest experience at events. With a background in entrepreneurship and a passion for innovation, David has transformed the portable restroom industry by focusing on aesthetics, comfort, and customer satisfaction. His leadership has driven Royal Restrooms to become a recognized name in high-end event services, emphasizing the importance of details in creating memorable experiences. David's vision was inspired by personal experiences and a desire to challenge industry norms, advocating for disruption and continuous improvement in customer service standards.
David Sauers is the co-founder and CEO of Royal Restrooms, a company that specializes in luxury, climate-controlled restroom trailers designed to elevate the guest experience at events. With a background in entrepreneurship and a passion for innovation, David has transformed the portable restroom industry by focusing on aesthetics, comfort, and customer satisfaction. His leadership has driven Royal Restrooms to become a recognized name in high-end event services, emphasizing the importance of details in creating memorable experiences. David's vision was inspired by personal experiences and a desire to challenge industry norms, advocating for disruption and continuous improvement in customer service standards.
Jaime Raul Zepeda
Jaime Raul Zepeda is a Workplace Culture Architect and Executive Leader with extensive experience in enhancing employee engagement and cultivating high-performance environments. He has worked with notable organizations such as Great Place to Work and LinkedIn, and currently holds a position at Best Companies Group. Jaime's journey into workplace culture was inspired by Dan Pink's book 'Drive,' which sparked his passion for creating fulfilling work experiences. He advocates for a holistic approach to organizational success that balances people, profit, and planet, emphasizing the importance of dignity and fairness in the workplace. Jaime is dedicated to fostering environments where employees can thrive, and he encourages leaders to invest in their teams to promote growth and commitment.
Jaime Raul Zepeda is a Workplace Culture Architect and Executive Leader with extensive experience in enhancing employee engagement and cultivating high-performance environments. He has worked with notable organizations such as Great Place to Work and LinkedIn, and currently holds a position at Best Companies Group. Jaime's journey into workplace culture was inspired by Dan Pink's book 'Drive,' which sparked his passion for creating fulfilling work experiences. He advocates for a holistic approach to organizational success that balances people, profit, and planet, emphasizing the importance of dignity and fairness in the workplace. Jaime is dedicated to fostering environments where employees can thrive, and he encourages leaders to invest in their teams to promote growth and commitment.
Joshua Hart
Joshua Hart is an expert in conflict management and communication training with nearly two decades of experience. He specializes in helping organizations navigate complex interpersonal dynamics and has a background influenced by his family's ministry. Initially aspiring to become a marriage counselor, he shifted his focus to conflict resolution after witnessing the need for better communication strategies in organizations. Joshua has pursued advanced education and certification in dispute resolution and has transitioned from a 14-year career in radio to concentrate on developing communication strategies that foster understanding and resolution among divergent viewpoints. He emphasizes the importance of emotional intelligence in conflict resolution and advocates for proactive engagement to prevent conflicts before they escalate.
Joshua Hart is an expert in conflict management and communication training with nearly two decades of experience. He specializes in helping organizations navigate complex interpersonal dynamics and has a background influenced by his family's ministry. Initially aspiring to become a marriage counselor, he shifted his focus to conflict resolution after witnessing the need for better communication strategies in organizations. Joshua has pursued advanced education and certification in dispute resolution and has transitioned from a 14-year career in radio to concentrate on developing communication strategies that foster understanding and resolution among divergent viewpoints. He emphasizes the importance of emotional intelligence in conflict resolution and advocates for proactive engagement to prevent conflicts before they escalate.
Jim Carlough
Jim Carlough is an accomplished business strategist and author of 'The Six Pillars of Effective Leadership: A Roadmap to Success.' With over thirty years of professional experience, he has cultivated a deep understanding of leadership principles, emphasizing the importance of integrity, mentorship, and personal development. His early leadership journey began with his election to public office after completing his collegiate education. Jim advocates for the critical role of mentorship in developing effective leaders and highlights traits such as compassion, empathy, focus, stability, and humor as essential for enhancing team dynamics. He encourages leaders to invest in their growth and that of their teams to foster successful organizational environments.
Jim Carlough is an accomplished business strategist and author of 'The Six Pillars of Effective Leadership: A Roadmap to Success.' With over thirty years of professional experience, he has cultivated a deep understanding of leadership principles, emphasizing the importance of integrity, mentorship, and personal development. His early leadership journey began with his election to public office after completing his collegiate education. Jim advocates for the critical role of mentorship in developing effective leaders and highlights traits such as compassion, empathy, focus, stability, and humor as essential for enhancing team dynamics. He encourages leaders to invest in their growth and that of their teams to foster successful organizational environments.
Mark Shaw
Mark Shaw is a customer experience expert with extensive experience in enhancing interactions across various sectors, including theme parks and hotels. His journey began as a hospitality enthusiast, and he has since evolved into a leader in customer experience. Mark emphasizes the distinction between customer service and customer experience, advocating for a holistic approach that encompasses every brand interaction. He believes that fostering brand loyalty requires an understanding of the physical environment, emotional engagement, and meaningful interactions. Mark has a proven track record of transforming struggling businesses, such as turning a theme park into a top-rated destination. He is also the author of the upcoming book 'The Real CEO,' which aims to redefine leadership with a focus on customer experience.
Mark Shaw is a customer experience expert with extensive experience in enhancing interactions across various sectors, including theme parks and hotels. His journey began as a hospitality enthusiast, and he has since evolved into a leader in customer experience. Mark emphasizes the distinction between customer service and customer experience, advocating for a holistic approach that encompasses every brand interaction. He believes that fostering brand loyalty requires an understanding of the physical environment, emotional engagement, and meaningful interactions. Mark has a proven track record of transforming struggling businesses, such as turning a theme park into a top-rated destination. He is also the author of the upcoming book 'The Real CEO,' which aims to redefine leadership with a focus on customer experience.
Topics Discussed
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On this episode of the Customers First podcast, I have the pleasure of speaking with David Sauers, co-founder and CEO of Royal Restrooms, a company redefining the portable restroom industry. We delve into David's journey, exploring the pivotal moments that led him to transform what was once considered a functional necessity into an experience that enhances any event. With a focus on creating luxurious, climate-controlled restroom trailers adorned with stylish interiors, David's vision was shaped by a personal moment involving his children that highlighted the pressing need for an elevated restroom experience at events.
David candidly recounts the frustrations with traditional port-a-potties and how those experiences catalyzed innovation. Competitive advantages, such as climate control and aesthetics, swiftly turned Royal Restrooms' offerings from a niche product to an expectation at high-end events and weddings. He demonstrates a profound understanding of the importance of customer experience, emphasizing that the quality of restroom facilities can significantly affect guests' overall enjoyment and willingness to stay longer at events. David points out that their trailers have exceeded customer expectations, leading to lasting loyalty among their clientele.
Throughout the conversation, we explore the challenges of innovating within an industry that has long been dominated by outdated perceptions. David reflects on the monumental effort required to change mindsets and illuminate the potential for an improved event experience through superior restroom facilities. His insights remind us that every detail contributes to an event's ambiance, proving that even something as commonplace as a restroom can be a conversation starter.
We also touch on David's leadership philosophy and entrepreneurial vision, where he advocates for a willingness to embrace change and disruption as integral to business success. He articulates the importance of persistence and belief in one’s vision, emphasizing that even no’s from investors can lead to transformative pathways if one remains committed. His advice to fellow innovators—keep pushing forward, keep iterating, and always stay connected to your vision—resonates powerfully.
Tune in to discover how Royal Restrooms sets a new standard in customer experience within the event industry, and glean invaluable insights that can help elevate your organization.
On this episode of the Customers First podcast, I have the pleasure of speaking with David Sauers, co-founder and CEO of Royal Restrooms, a company redefining the portable restroom industry. We delve into David's journey, exploring the pivotal moments that led him to transform what was once considered a functional necessity into an experience that enhances any event. With a focus on creating luxurious, climate-controlled restroom trailers adorned with stylish interiors, David's vision was shaped by a personal moment involving his children that highlighted the pressing need for an elevated restroom experience at events.
David candidly recounts the frustrations with traditional port-a-potties and how those experiences catalyzed innovation. Competitive advantages, such as climate control and aesthetics, swiftly turned Royal Restrooms' offerings from a niche product to an expectation at high-end events and weddings. He demonstrates a profound understanding of the importance of customer experience, emphasizing that the quality of restroom facilities can significantly affect guests' overall enjoyment and willingness to stay longer at events. David points out that their trailers have exceeded customer expectations, leading to lasting loyalty among their clientele.
Throughout the conversation, we explore the challenges of innovating within an industry that has long been dominated by outdated perceptions. David reflects on the monumental effort required to change mindsets and illuminate the potential for an improved event experience through superior restroom facilities. His insights remind us that every detail contributes to an event's ambiance, proving that even something as commonplace as a restroom can be a conversation starter.
We also touch on David's leadership philosophy and entrepreneurial vision, where he advocates for a willingness to embrace change and disruption as integral to business success. He articulates the importance of persistence and belief in one’s vision, emphasizing that even no’s from investors can lead to transformative pathways if one remains committed. His advice to fellow innovators—keep pushing forward, keep iterating, and always stay connected to your vision—resonates powerfully.
Tune in to discover how Royal Restrooms sets a new standard in customer experience within the event industry, and glean invaluable insights that can help elevate your organization.
Intentional Culture Creation with Jaime Raul Zepeda
Hosts
Hosts of this podcast episode
Tacey Atkinson
Guests
Guests of this podcast episode
Jaime Raul Zepeda
Keywords
Keywords of this podcast episode
workplace cultureemployee engagementhigh-performance environmentspeople-first culturebusiness successstrategic people-centric practicesemployee experiencetriple bottom linedignity and fairnesspersonalized development pathsemployee satisfactioncustomer loyalty
On this episode of the Customers First Podcast, I engage in a deeply insightful conversation with Jaime Raul Zepeda, a Workplace Culture Architect and Executive Leader. Jaime brings a wealth of experience in enhancing employee engagement and cultivating high-performance environments. We delve into the connection between cultivating a people-first culture and driving business success, exploring how organizations can maximize their potential through strategic people-centric practices.
Jaime shares his journey into this field, sparked by a transformative reading of Dan Pink's "Drive." He emphasizes the importance of making work a fulfilling experience since we spend more time there than anywhere else. We discuss the domino effect of workplace culture on overall happiness and fulfillment, affecting employees and their subsequent interactions in their personal lives. Jaime's passion for fostering environments where people thrive radiates as he outlines his experiences at notable organizations like Great Place to Work and LinkedIn, which ultimately led to his current role in Best Companies Group.
We shift our focus to what a redesigned employee experience could look like. Jaime passionately advocates for a holistic view encompassing the triple bottom line: people, profit, and planet. He challenges leaders to remember that focusing solely on profit can lead to disengagement and high turnover rates. Instead, he asserts the importance of feeding the people within the organization to maintain engagement and commitment. Citing the importance of dignity and fairness, Jaime insists that leaders must prioritize their people's fulfillment to excel in business truly.
Throughout our conversation, we explored the misconception that employee happiness is synonymous with engagement. Jaime argues for a deeper understanding of growth and fulfillment, emphasizing that real challenges, rather than mere perks, lead to meaningful employee commitment. He invites leaders to invest thoughtfully in their people, fostering growth that stimulates pride and mastery rather than temporary satisfaction.
We further examine how organizations can cater to diverse employee motivations by distinguishing between those who seek rapid career advancement and those who prefer steady growth. Jaime explains the importance of personalized development paths tailored to the individual's desires and goals, reinforcing that genuine growth leads to a stronger organizational culture.
Jaime and I tackle the common pitfall of senior leaders focusing too heavily on top performers while neglecting the rest of their teams. He encourages a balanced approach to leadership that equally values all employees, asserting that fostering a culture conducive to everyone's development will fortify the organization against future challenges.
As we conclude, Jaime reminds us of the integral link between employee satisfaction and customer loyalty. He encourages leaders to actively engage with their teams to understand their needs and expectations better. Our discussion leaves listeners with a powerful reminder that adopting a people-first mentality is not just a feel-good approach but a strategic imperative leading to increased organizational success. Jaime's insights are invaluable for any leader looking to create a thriving workplace culture that sparks employee engagement and customer loyalty.
On this episode of the Customers First Podcast, I engage in a deeply insightful conversation with Jaime Raul Zepeda, a Workplace Culture Architect and Executive Leader. Jaime brings a wealth of experience in enhancing employee engagement and cultivating high-performance environments. We delve into the connection between cultivating a people-first culture and driving business success, exploring how organizations can maximize their potential through strategic people-centric practices.
Jaime shares his journey into this field, sparked by a transformative reading of Dan Pink's "Drive." He emphasizes the importance of making work a fulfilling experience since we spend more time there than anywhere else. We discuss the domino effect of workplace culture on overall happiness and fulfillment, affecting employees and their subsequent interactions in their personal lives. Jaime's passion for fostering environments where people thrive radiates as he outlines his experiences at notable organizations like Great Place to Work and LinkedIn, which ultimately led to his current role in Best Companies Group.
We shift our focus to what a redesigned employee experience could look like. Jaime passionately advocates for a holistic view encompassing the triple bottom line: people, profit, and planet. He challenges leaders to remember that focusing solely on profit can lead to disengagement and high turnover rates. Instead, he asserts the importance of feeding the people within the organization to maintain engagement and commitment. Citing the importance of dignity and fairness, Jaime insists that leaders must prioritize their people's fulfillment to excel in business truly.
Throughout our conversation, we explored the misconception that employee happiness is synonymous with engagement. Jaime argues for a deeper understanding of growth and fulfillment, emphasizing that real challenges, rather than mere perks, lead to meaningful employee commitment. He invites leaders to invest thoughtfully in their people, fostering growth that stimulates pride and mastery rather than temporary satisfaction.
We further examine how organizations can cater to diverse employee motivations by distinguishing between those who seek rapid career advancement and those who prefer steady growth. Jaime explains the importance of personalized development paths tailored to the individual's desires and goals, reinforcing that genuine growth leads to a stronger organizational culture.
Jaime and I tackle the common pitfall of senior leaders focusing too heavily on top performers while neglecting the rest of their teams. He encourages a balanced approach to leadership that equally values all employees, asserting that fostering a culture conducive to everyone's development will fortify the organization against future challenges.
As we conclude, Jaime reminds us of the integral link between employee satisfaction and customer loyalty. He encourages leaders to actively engage with their teams to understand their needs and expectations better. Our discussion leaves listeners with a powerful reminder that adopting a people-first mentality is not just a feel-good approach but a strategic imperative leading to increased organizational success. Jaime's insights are invaluable for any leader looking to create a thriving workplace culture that sparks employee engagement and customer loyalty.
On this episode of the Customers First Podcast, I had the privilege of speaking with Joshua Hart, an expert in conflict management and communication training. With nearly two decades of experience, Joshua has honed his skills in helping organizations navigate complex interpersonal dynamics. We explored the transformative journey that led him to specialize in conflict resolution, beginning with his early aspirations to become a marriage counsellor influenced by his family's background in ministry. However, he soon discovered that his true calling lay in helping groups and organizations tackle their communication challenges, leading him to pursue advanced education and certification in dispute resolution.
Joshua shared some pivotal experiences from his career, including moments that sparked his passion for proactive conflict management. One key anecdote involved witnessing a heated confrontation between senior managers, highlighting the need for a better approach to communication and a framework for addressing conflict within organizations. This experience solidified his transition from radio, where he spent 14 years, to focus on conflict resolution," driving his motivation to develop communication strategies that foster understanding and resolution among divergent viewpoints.
We delved into the significant changes that digital communication and social media have introduced to conflict dynamics. Joshua voiced concerns that the reliance on technology can diminish the human connection essential to effective conflict resolution. He emphasized that while digital tools can simplify searching for information, they cannot replicate the emotional intelligence that comes from face-to-face interaction. The conversation highlighted how understanding one's audience and recognizing different communication styles are vital for effective leadership, especially across generational divides in today's workplaces.
Throughout our discussion, Joshua provided valuable insights into bridging generational gaps within teams by actively seeking feedback on preferred communication methods. He proposed actionable steps for leaders, including creating an open dialogue where team members can express their needs and frustrations and ensuring that multiple avenues for communication are available. The notion of being a "fire marshal" instead of a "firefighter" resonates throughout his philosophy; effectively preventing conflicts before they escalate is essential to fostering a productive workplace.
As we wrapped up the episode, Joshua shared his belief in authentic connections and is eager to continue helping individuals navigate their challenges. This episode offers a treasure trove of insights for leaders aiming to cultivate more effective collaborative environments, reinforcing that empathy and proactive engagement are crucial for organizational success.
On this episode of the Customers First Podcast, I had the privilege of speaking with Joshua Hart, an expert in conflict management and communication training. With nearly two decades of experience, Joshua has honed his skills in helping organizations navigate complex interpersonal dynamics. We explored the transformative journey that led him to specialize in conflict resolution, beginning with his early aspirations to become a marriage counsellor influenced by his family's background in ministry. However, he soon discovered that his true calling lay in helping groups and organizations tackle their communication challenges, leading him to pursue advanced education and certification in dispute resolution.
Joshua shared some pivotal experiences from his career, including moments that sparked his passion for proactive conflict management. One key anecdote involved witnessing a heated confrontation between senior managers, highlighting the need for a better approach to communication and a framework for addressing conflict within organizations. This experience solidified his transition from radio, where he spent 14 years, to focus on conflict resolution," driving his motivation to develop communication strategies that foster understanding and resolution among divergent viewpoints.
We delved into the significant changes that digital communication and social media have introduced to conflict dynamics. Joshua voiced concerns that the reliance on technology can diminish the human connection essential to effective conflict resolution. He emphasized that while digital tools can simplify searching for information, they cannot replicate the emotional intelligence that comes from face-to-face interaction. The conversation highlighted how understanding one's audience and recognizing different communication styles are vital for effective leadership, especially across generational divides in today's workplaces.
Throughout our discussion, Joshua provided valuable insights into bridging generational gaps within teams by actively seeking feedback on preferred communication methods. He proposed actionable steps for leaders, including creating an open dialogue where team members can express their needs and frustrations and ensuring that multiple avenues for communication are available. The notion of being a "fire marshal" instead of a "firefighter" resonates throughout his philosophy; effectively preventing conflicts before they escalate is essential to fostering a productive workplace.
As we wrapped up the episode, Joshua shared his belief in authentic connections and is eager to continue helping individuals navigate their challenges. This episode offers a treasure trove of insights for leaders aiming to cultivate more effective collaborative environments, reinforcing that empathy and proactive engagement are crucial for organizational success.
leadershipintegritymentorshipeffective leadershipcompassionempathyteam dynamicsemployee turnoverpersonal development
On this episode of the Customers First Podcast, we delve into leadership with Jim Carlough, an accomplished business strategist and author of "The Six Pillars of Effective Leadership: A Roadmap to Success." Drawing upon over thirty years of professional experience, Mr. Carlough asserts that effective leaders are cultivated through deliberate practice and mentorship. He recounts his early leadership journey, which commenced with his election to public office following his collegiate education, emphasizing how a pivotal question from a city manager regarding integrity profoundly influenced his ethical framework for leadership.
Mr. Carlough underscores the critical role of mentorship, observing emerging leaders thrive with appropriate guidance, whereas those lacking such support will likely encounter challenges. In his book, he delineates the "Six Pillars of Effective Leadership," with integrity as the fundamental element. He further elaborates on the importance of compassion and empathy, highlighting leaders' need to support their team members actively. Additional traits such as focus, stability, and humour are also discussed, illustrating how these characteristics enhance team dynamics.
The episode culminates with reflections on assessing leadership effectiveness through indicators such as low employee turnover rates and high levels of commitment. Mr. Carlough advocates for ongoing engagement and mentorship, encouraging current and prospective leaders to invest in their personal development and that of their teams, thereby fostering an environment conducive to growth and success within their organizations.
On this episode of the Customers First Podcast, we delve into leadership with Jim Carlough, an accomplished business strategist and author of "The Six Pillars of Effective Leadership: A Roadmap to Success." Drawing upon over thirty years of professional experience, Mr. Carlough asserts that effective leaders are cultivated through deliberate practice and mentorship. He recounts his early leadership journey, which commenced with his election to public office following his collegiate education, emphasizing how a pivotal question from a city manager regarding integrity profoundly influenced his ethical framework for leadership.
Mr. Carlough underscores the critical role of mentorship, observing emerging leaders thrive with appropriate guidance, whereas those lacking such support will likely encounter challenges. In his book, he delineates the "Six Pillars of Effective Leadership," with integrity as the fundamental element. He further elaborates on the importance of compassion and empathy, highlighting leaders' need to support their team members actively. Additional traits such as focus, stability, and humour are also discussed, illustrating how these characteristics enhance team dynamics.
The episode culminates with reflections on assessing leadership effectiveness through indicators such as low employee turnover rates and high levels of commitment. Mr. Carlough advocates for ongoing engagement and mentorship, encouraging current and prospective leaders to invest in their personal development and that of their teams, thereby fostering an environment conducive to growth and success within their organizations.
On this episode, we chat with Mark Shaw, a customer experience expert with a rich background in enhancing interactions across sectors like theme parks and hotels. Mark's journey from hospitality enthusiast to customer experience leader reveals his passion for creating joyful moments.
He distinguishes between customer service and customer experience, emphasizing the latter as a holistic approach encompassing every brand interaction. Mark believes fostering brand loyalty hinges on understanding the physical environment, emotional engagement, and meaningful interactions.
Leadership plays a pivotal role in shaping customer experience, and Mark shares how top executives must champion customer-centric strategies. He provides examples of how consistent messaging can unify teams and enhance employee morale through authentic recognition.
Mark stresses the importance of hiring the right talent and maintaining team standards. He offers a six-pillar framework for success, highlighting the need for clear purpose and inspired leadership. He draws on his experience transforming a struggling theme park into a top-rated destination.
To wrap up, Mark discusses his upcoming book, "The Real CEO," which aims to redefine leadership as a role focused on customer experience. Tune in for valuable insights on elevating customer interactions and driving business success!
On this episode, we chat with Mark Shaw, a customer experience expert with a rich background in enhancing interactions across sectors like theme parks and hotels. Mark's journey from hospitality enthusiast to customer experience leader reveals his passion for creating joyful moments.
He distinguishes between customer service and customer experience, emphasizing the latter as a holistic approach encompassing every brand interaction. Mark believes fostering brand loyalty hinges on understanding the physical environment, emotional engagement, and meaningful interactions.
Leadership plays a pivotal role in shaping customer experience, and Mark shares how top executives must champion customer-centric strategies. He provides examples of how consistent messaging can unify teams and enhance employee morale through authentic recognition.
Mark stresses the importance of hiring the right talent and maintaining team standards. He offers a six-pillar framework for success, highlighting the need for clear purpose and inspired leadership. He draws on his experience transforming a struggling theme park into a top-rated destination.
To wrap up, Mark discusses his upcoming book, "The Real CEO," which aims to redefine leadership as a role focused on customer experience. Tune in for valuable insights on elevating customer interactions and driving business success!
