Podcast

960: SupportZebra: Provide a Unique Customer Service Experience to Your Customers with Daniel Viduya

August 23, 2023

Business is all about customers. As such, treating your customers right is critical. Unfortunately, some companies neglect to give importance to their customer support system, which damages their reputation and could ultimately lead to their downfall. On the other hand, companies that truly care for their customers and provide quality customer service can ensure a successful future.

Daniel Viduya is from SupportZebra, a customer service-focused call center based in the Philippines. With over 12 years of experience in the customer service industry, Daniel has a deep understanding of the challenges businesses face in providing exceptional customer experiences. Today, Daniel shares his thoughts on the importance of building a customer-centric culture, the value of empathy in customer service, and strategies for scaling a successful customer support team.

Quotes

"It’s exciting to discuss customer service because I've experienced both sides - as a customer and as a customer service representative." - Daniel Viduya

“Customer service is your free ticket and free marketing. If you treat your customers right, they will naturally get more customers for you.” - Daniel Viduya

“Life is really difficult. But it's perspective that helps you get through these things. It's the way you respond to things that helps you get through them.” - Daniel Viduya

Takeaways

01:58 Empathy and understanding the customer's perspective are crucial for providing exceptional customer service.

03:22 Treating customer service representatives with respect and care can foster a positive, customer-centric culture.

09:12 Scaling a successful customer support team requires a structured approach, such as implementing a help desk and CRM system.

11:26 Customer service should be viewed as an investment, not just an expense, as it can lead to increased customer loyalty and referrals.

19:21 Maintaining a positive mindset and responding to challenges with resilience can help individuals and businesses navigate the ups and downs of customer service.

Resources

Podcast: Play in new window | Download (Duration: 22:06 — 30.5MB) | Embed

959: Raise Your Game: High Performance Secrets, Storytelling, Speaking, and Emotional Intelligence with Alan Stein, Jr.

August 21, 2023

To be the best out of the rest. This is what leaders and players want to achieve. But what is the secret to performing your best at whatever you do? Many tend to skip the basics and fundamentals, thinking this is an unnecessary step. But in contrast, mastering the basics and fundamentals is the path to being a high performer or successful in life. So work consistently, and as you progress, don’t forget to go back in and do the basics.

Alan Stein Jr. is a performance coach with over 15 years of experience working with NBA superstars like Kevin Durant, Steph Curry, and Kobe Bryant. He is the author of two books, "Raise Your Game" and "Sustain Your Game." Today, Alan discusses the importance of storytelling in coaching and leadership, sharing a powerful story about a lesson he learned from Kobe Bryant about never getting bored with the basics. He also talks about the value of focusing on fundamentals, being kind to yourself, and closing the "performance gap" between what you know you should do and what you actually do.

Quotes

"Over 90% of the decisions we make, both large and small, are based on emotion." - Alan Stein, Jr.

“Repetition is the oldest and most effective form of learning and skill acquisition on the planet.” - Alan Stein, Jr.

“Have a crystal-clear vision of the person you want to be 20 years from now and ensure that every single decision you make in your life aligns with becoming that person.” - Alan Stein, Jr.

Takeaways

00:58 Storytelling is a powerful tool for changing emotions and making lessons memorable.

03:13 Mastering the fundamentals through consistent repetition is the key to high performance.

15:36 Being kind and compassionate towards yourself is crucial for progress and growth.

23:39 Identifying and closing the "performance gap" between what you know you should do and what you actually do can lead to significant improvements.

27:05 Clearly defining your long-term vision and aligning your daily decisions with that vision can help you design your future.

Resources

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958: Telzio: Phone Systems in the Cloud for Startups and Enterprises with Peter Schroeder

August 19, 2023

Are you having trouble managing your communication network? If so, then you have a problem. In a war, the side that has better communication has more advantages. Similarly, having a robust and modern communication network will allow your company to receive and relay information quicker to act in complicated scenarios immediately. But how can you have this kind of communication? Telzio is ready to assist you in having an easy-to-deploy, manage, and scale system.

Peter Schroeder is the founder and CEO of Telzio, a phone service provider with modern telephone infrastructure and a user-friendly interface for easy deployment, managing, and scaling. Peter is also a multi-award-winning DJ and entrepreneur. He has collaborated with companies like Facebook, Samsung, and Airbnb, transforming the way people work and communicate. Today, Peter goes over the challenges of balancing his career as an entrepreneur with the joys of fatherhood, including learning to set boundaries and manage his time differently after the birth of his twin babies.

Quotes

"Entrepreneurs are the only ones willing to work 80 hours a week to avoid working 40 hours a week." - Peter Schroeder

“Being a leader has nothing to do with managing and telling people what to do. It's about inspiring others to join you in whatever you're doing.” - Peter Schroeder

“Being naive is a really important thing. Being able to say, 'Yeah, I can do that. I've never done it before, so of course, I can do it.'” - Peter Schroeder

Takeaways

01:52 Balancing entrepreneurship and fatherhood requires learning to set boundaries and manage time differently.

14:14 Effective leaders inspire others to join them, rather than just managing and telling people what to do.

16:41 Successful entrepreneurs often have a "naive" mindset, believing they can take on big challenges despite lack of experience.

17:06 Stubbornness and the ability to hyper-focus can be key traits for entrepreneurial success.

19:03 Staying curious and exploring new ideas, even if they seem unrelated, can lead to innovative solutions.

Resources

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957: Storytelling and the Secret Sauce of Entrepreneurial Success: World-Class Marketing with Peter Tzemis

August 18, 2023

What does it truly take to build a successful business? The key lies in understanding that a unique product or idea is only half the battle. Mastery of marketing and sales strategy is equally crucial. No matter how groundbreaking or unique the product, it becomes irrelevant if it fails to capture the customers' attention. This realization is perhaps the reason why in the quest for business success, entrepreneurs find themselves needing to invest not only in the product innovation but also in creating and implementing world-class marketing strategies.

Peter Tzemis is a successful entrepreneur with a unique professional journey. He has launched a company called Pub Labs and is the author of the #1 Amazon bestseller "The 77 Laws of Six Pack Abs." Today, Peter shares his secret to success, which involves focusing on his strengths and building a strong, trustworthy team to handle the tasks he's not as skilled at. He also talks about the importance of character and personal relationships when hiring, as well as the lessons he learned from his first business venture, where he initially struggled to sell his product despite having great content.

Quotes

"My secret sauce is staying in my zone of genius and building the team needed to make up for all my inefficiencies." - Peter Tzemis

“Dogs will love you unconditionally and for who you are right away. They are the purest form of honesty and happiness.” - Peter Tzemis

“Hiring frees you up and allows you to break through on many different levels.” - Peter Tzemis

Takeaways

01:49 Focusing on your strengths and building a strong, trustworthy team to handle your weaknesses is key to success as an entrepreneur.

06:03 Effective marketing and sales are just as important as having a great product or service.

08:32 Unexpected life experiences, like getting a pet, can shift your perspective and inspire you to pursue new business opportunities.

10:59 Unconditional love and honesty from pets can be a powerful source of inspiration and motivation.

13:57 Hiring the right people, based on their character and personal relationships, can free up your time to focus on your zone of genius.

Resources

Podcast: Play in new window | Download (Duration: 15:55 — 22.0MB) | Embed

956: ClickMakers and MeasureBit: The Big Data Multi-Channel Marketing Takeover with Alex Makarski

August 16, 2023

Ever wondered how giants like Amazon, Google, and Facebook constantly stay ahead of the curve, delivering personalized experiences to their users and streamlining their operations? What if you could tap into the same secret sauce and supercharge your own business? The secret lies in their strategic use of big data, artificial intelligence, and machine learning – the hidden game-changers of the modern business world. Transform your business into a lean, agile, and highly competitive entity.

Alex Makarski is the Founder of clickmakers.io and co-Founder of measurebit.com. Alex builds digital media buying and data consulting teams who thrive on data and innovate in the areas of data integration, attribution, data augmentation, AI/ML-aided media buying, and decision-making. Certified by AdSkills, Google, Microsoft, Amazon, The Trade Desk, and StackAdapt, Alex and his team have managed millions of dollars in monthly ad spend for companies ranging from open-source software to lead generation, and from eCommerce to digital products. Listen, learn, and leverage these powerful technologies to drive innovative strategies, optimize operational efficiency, and create a competitive edge in your marketplace. Stay tuned!

Quotes

"Artificial intelligence is the term we like to kick around these days. However, I'm hesitant to use it because 'machine learning' is the correct way to refer to it." - Alex Makarski

“Good data goes way beyond these days. In the past, we were used to the cycle of planning a campaign, launching it, evaluating the results, adjusting, and then launching again. Now, many of these things happen within the campaign itself.” - Alex Makarski

“Don't be afraid to lean into your natural talents. I wish someone had smacked me 20 years ago and said, 'What are you doing? Lean back into that!'” - Alex Makarski

Takeaways

11:13 Properly training machine learning algorithms is crucial for effective digital marketing, as it allows you to "nudge" the algorithms in the right direction and avoid rewarding poor-quality leads.

18:41 Real-time data and instant conversion tracking are essential for understanding the performance of your marketing efforts and making informed decisions.

20:21 Embracing the shift to multi-channel advertising is necessary, as platforms like Google and Bing are increasingly blending different ad formats and inventory sources within a single campaign.

21:13 Adapting to the constant changes in the digital marketing landscape is key, as platforms often implement new rules and features that you have no control over.

24:03 Leaning into your natural talents and unique abilities can be more beneficial than trying to force yourself into a role that doesn't align with your strengths.

Resources

Podcast: Play in new window | Download (Duration: 26:13 — 36.2MB) | Embed

955: A Symphony of Choices: Lead Teams, Set Goals, and Allocate Resources Through Insightful Leadership with Gerald J. Leonard

August 14, 2023

Strategies for decision-making and management play a crucial role in the success of any organization. Effective decision-making involves analyzing information, considering alternatives, and choosing the best course of action. Furthermore, adept management requires the ability to lead teams, set goals, and allocate resources efficiently. By implementing well-defined strategies for decision-making and management, businesses can enhance productivity, foster a positive work environment, and achieve their objectives with confidence.

Gerald J. Leonard is is the CEO of Principles of Execution (PofE), a Certified Minority Business Enterprise, and a return guest on the podcast. He is the author of an upcoming book called "A Symphony of Choices" which covers topics like mentorship, decision-making, project management, and workplace engagement. Today, Gerald shares his writing process, the importance of storytelling, and how he overcame personal challenges to grow as a person and professional.

Quotes

"When tough things happen, don't just go through them, grow through them." - Gerald J. Leonard

“Transformational change starts with transformational learning.” - Gerald J. Leonard

“People can be like crabs in a barrel, pulling you back. Find a new barrel of crabs that are much higher and doing better than you are.” - Gerald J. Leonard

Takeaways

01:32 Storytelling and engaging narratives can be powerful tools for conveying important business principles.

07:18 When faced with difficulties, focus on growing through them rather than just going through them.

12:30 Transformational change requires transformational learning - seek out coaches and support to help you learn and grow.

13:29 Manage your energy and take breaks when needed to stay productive and engaged.

26:39 Surround yourself with a supportive "barrel of crabs" that will lift you up, not pull you down.

Resources

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954: Thursday Labs: Create High-Quality Video Content with Jake Hurwitz

August 12, 2023

Companies new to creating video content tend just to make a simple video and post it online, wishing it would turn into revenue. Little do they know that creating video content is much deeper. The days when creating content for content's sake are over. To succeed in digital marketing, you first need to gather information such as the target customer, then create a funneling strategy, go through the process, and ultimately make revenue.

Jake Hurwitz is the Founder of Thursday Labs, a digital content creation and marketing studio. With over a decade of experience in the industry, Jake has helped numerous startups and businesses develop effective content strategies to drive revenue. Today, Jake discusses the concept of working backwards from your ideal customers to create targeted, high-quality content that captivates and converts, rather than simply producing content for the sake of it.

Quotes

"The point at the end of the day is to drive revenue. What most companies are getting wrong, or not even thinking about, is working backwards. How do we first identify who our ideal customers are?" - Jake Hurwitz

“It's good to test general conversion rates, but serious growth, long-term loyalty, and sustainability come from much more than that.” - Jake Hurwitz

“Some companies are not pushing their product or just telling great stories. They're not selling the product; they're selling the lifestyle their product enables.” - Jake Hurwitz

Takeaways

01:12 Effective content marketing requires working backwards from your ideal customers to create targeted, high-quality content that drives revenue.

06:34 Producing a high volume of diverse, engaging content across multiple channels is more effective than relying solely on paid advertising.

10:02 Embracing a long-term, sustainable growth mindset is crucial for building a successful content marketing strategy.

16:41 Prioritizing enjoyment and passion in the content creation process can lead to greater success and impact.

18:54 Taking action and seizing opportunities, even when they seem daunting, can be the key to unlocking personal and professional growth.

Resources

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953: Connected Investors: Tips on Being a Great Entrepreneur, Real Estate Investor, and Creator with Ross Hamilton

August 11, 2023

Oftentimes, new entrepreneurs find it difficult to sell their products and services. Why? Because their marketing strategy is flawed. Before starting a product, plan how your marketing will go first. Beginning in marketing will enable you to hook customers and clients into buying your product so that your product is ready when it comes out. This technique will surely boost you up in having a successful entrepreneurial career.

Ross Hamilton is the retired founder of Connected Investors, a real estate investors marketplace and community platform that can help you connect with other investors and achieve financial freedom through real estate. Ross is an expert in real estate techniques, micro-flipping, and marketing. Now, he is focused on the non-profit industry in affordable housing. Tune in as Ross shared about his journey to becoming a successful real estate investor, as well as marketing tips and how to be a great entrepreneur. Don’t miss out on this episode!

Quotes

"No matter what product you have, if you can't market it, then you don't even have a product." - Ross Hamilton

“Being an idea person is a blessing, but it's also a curse. You have to know yourself. Every company needs that 'crazy idea' person, but often, those ideas can just flicker around and never really come together.” - Ross Hamilton

“The secret to being a good entrepreneur is having good habits. I use a 12-month habit planner religiously and daily.” - Ross Hamilton

Takeaways

01:32 Building relationships with influencers and creating a network can be a powerful marketing strategy.

03:57 Selling a product before creating it can help build accountability and test the market.

13:01 Redefining the market by creating a new category can be an effective way to differentiate.

16:59 Asking the right questions can help you find solutions and new opportunities.

23:27 Establishing daily routines and habits, especially at the start and end of the day, can significantly contribute to an entrepreneur's success.

Resources

Podcast: Play in new window | Download (Duration: 25:40 — 35.4MB) | Embed

952: Creative Business Company: Get a Fresh Perspective on Branding and Empowered Marketing with Faisal Siddiqui

August 9, 2023

Branding and marketing can sometimes feel like a vast, nebulous universe that's waiting to engulf you. You're constantly hearing about the need to create a strong brand image, unique value proposition, or engaging marketing campaigns, but it can seem like a foreign language. It's easy to feel overwhelmed, especially when success in the business world often seems inextricably linked to strong branding and effective marketing. However, remember that branding and marketing aren't monoliths. They're malleable, adaptable, and they need to fit your business and not the other way around. It's about communicating your business's values and unique offerings in a way that resonates with your target audience. It's a journey to learn, adapt, and grow as your business does.

Faisal Siddiqui is the founder of Creative Business Company and a board-level strategist who works with Fortune 10 companies, startups, and nonprofits. He is on a mission to make brand marketing more accountable and effective for all. Today, Faisal discusses the key differences between brand marketing and performance marketing and also shares his thoughts on the challenges of relying solely on performance marketing and the benefits of incorporating brand marketing strategies.

Quotes

"95 percent of a business's lifetime customers will come from people who may buy from you in the future but aren't ready to buy right now." - Faisal Siddiqui

“The way we like to think about brand marketing is that it's about engaging with the customer before they're ready to buy.” - Faisal Siddiqui

“On the marketing side, instead of targeting specific ad keywords, you should focus on targeting people within a specific category.” - Faisal Siddiqui

Takeaways

03:36 Performance marketing, while effective for short-term sales, can become very expensive as you compete with others for the same keywords and customers who are ready to buy.

06:33 Brand marketing is about engaging with customers before they are ready to buy, using a soft sales message to build awareness and familiarity with your company.

10:08 In B2B, brand marketing should focus on providing unique insights and getting the client to think about their industry in a different way.

18:16 It's important to have a strong lead capture and nurturing process in place to turn brand marketing interest into sales opportunities.

21:18 Starting your entrepreneurial journey earlier can be beneficial, as it takes time to develop the right mindset and overcome bad habits.

Resources

Podcast: Play in new window | Download (Duration: 22:53 — 31.6MB) | Embed

951: Do Good Work: Shift Your Mindset to Scale Your Business and Reach Your Goals with Raul Hernandez Ochoa

August 7, 2023

You're looking to transform your business into a scalable machine and design a high-profit digital marketing agency? Start with a clear vision and strategic plan. Define what scalability means for your business, and map out your journey to reach that goal. With the right strategies, your business can become a powerhouse in the digital marketing landscape.

Raul Hernandez Ochoa is the founder of Do Good Work, a digital growth consulting practice that helps bootstrapped digital businesses achieve profitable growth, and the author of “Productive Profits: The Founder’s Guide To Scaling Your Impact.” As an experienced entrepreneur and marketing expert, Raul shares his thoughts on how businesses can transform into scalable machines. Today, Raul discusses the common challenges faced by bootstrapped businesses, such as lack of clarity in their growth strategy and operational bottlenecks.

Quotes

"Focusing on small, daily tasks consistently, over time, in alignment with your goals, will help you reach them. Every goal is achievable—it's not just a dream; it can be turned into reality." - Raul Hernandez Ochoa

“You can't just speak whatever you feel in the moment if it's not going to be effective in supporting the other person listening to you. Be intentional with how you're approaching your days, how you're approaching your team, and compounding the effects by focusing on the right activities.” - Raul Hernandez Ochoa

“Success needs failure; failure is a prerequisite for achieving a level of success.” - Raul Hernandez Ochoa

Takeaways

01:18 Bootstrapped businesses often struggle with lack of clarity in their growth strategy and operational bottlenecks, which can be addressed by aligning the business's mission and product with its marketing and sales activities.

02:18 Successful business leaders must be willing to let go of control and empower their team to take on more responsibilities, in order to scale the business without sacrificing their personal life.

06:16 Focusing on the journey, rather than just the destination, and building consistent daily habits are key to achieving sustainable growth and success.

14:02 Embracing failure and using it as a learning opportunity is a prerequisite for achieving success, as long as it's the "good" kind of failure that leads to adjustments and pivots.

18:34 Connecting with the right people and continuously expanding one's knowledge through reading can be powerful strategies for personal and professional growth.

Resources

Podcast: Play in new window | Download (Duration: 21:51 — 30.2MB) | Embed

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