Dr Alison Horstmeyer was doing research on anxiety.  Then she came across some work on curiosity.  “Is there a tie between anxiety and curiosity?”  Alison takes us on this ride into our own inquisitiveness.  “The way in which you explore is, is going to, determine how comfortable you are from leaving what you know, and also the degree in which you do that.”  Though she uses terms like uncertainty and fear of it, heard during the depth of the pandemic, terms that became generalized and almost unempathetic. No oversimplification here. Just profound knowledge and help. Co ..read more

As consultants how many of us have been contracted to come in and solve one problem, when the real issue was covered up by an “ambiguous and complex situation.” Justin Zalewski and Studio Science thrive on those challenges and come out victorious every time. Be ready to take notes – and smile a lot.  He covers it all, IT, overburdened, understaffed teams, etc. In this spirited conversation, Justin Z (and his great voice) humbly share stories where their deep knowledge, agility, and not-quitting-until-they-got-the-right-answer-and-then-solved-it boldness were the most rewarding jobs for th ..read more

If you’re a caregiver or carer who also has a passion that you love, having your own small online business may be your answer.  It’s been a godsend for Trudy Rankin’s Australia, and beyond, community.  AND, if you already have a small business or online biz, then you need to know how quizzes can up your Customer Experience. Trudy teaches her groups how to fill needs and not just assume what you’re offering everybody wants.  And just because she is the quiz queen, her work in helping the people that must be home all day, the angels that care for the people they love,  find e ..read more

With Clients like DOW, Hagerty, and UKG, Jim Tincher, CCXP, Founder and CEO of Heart of the Customer, LLC, knows How to “Do B2B Better: Drive Growth Through Game-Changing Customer Experience.” That’s also the title of his new book. Tincher talks about the “Emotional Northstar,” (it’s real), the value of the right survey, and how confidence is the key to maintaining and growing the B2B customer. You’ll be mesmerized by how he tied this all up in our brief time together.  One of the many tips he shares is for CX leaders and managers to spend a few minutes, (I’m sure more), building their ..read more

There are thousands of books out there that contain a plethora of ways to make your Customer Service and your Customer and Employee Experience Legendary.  And unfortunately, there are an equal number of manuals and scripts that help the CSR say exactly the right thing when a customer or guest says….  Here is where Maxine asks you to suspend your thinking and start teaching the components of improvisation.  She takes her years of training hundreds of teams and leaders and capsulizes it into 5 simple concepts and begs you to take it one step further and give the group the experien ..read more

In Part 2 of this rich conversation with Jamie Naughton-Henriod Chief of Staff for Tony Hsieh, ex-CEO of Zappos, we go beyond the walls of Zappos as she tells how hands-on they were when they had to outsource their call center. From tours to the global work environment to the current “power shift” from employer to employee, Jamie shares her experience and wisdom constantly reminding us of Tony Hsieh’s mission – and it’s not about shoes.  Enjoy ..read more

Grab your tablet, pen paper, or crayon as Jamie Naughton-Henriod, Chief of Staff for Tony Hsieh, ex CEO of Zappos,  takes us for a deep dive into the culture and customer service extraordinaire, that organizations still wish they could duplicate.  Jamie was instrumental in creating, establishing, and evangelizing this dynamic culture that made the online retailer one of America’s most recognizable — and beloved — employer brands. And because of the richness of this conversation, I’ve made it into two parts. So be ready to go for a ride through time as Jamie reveals the real mission o ..read more

Let’s go back to the 1880s and see what life was like for the workers and what was the catalyst for Labor Day.  Maxine highlights a few facts on unionization and just a couple of stats and stories regarding minorities and their voice and influence in our labor movement. Connect with Maxine: Maxineshapiro.com LinkedIn.com/in/maxineshapiro.com ..read more

There’s no better time than the present, for employees to be evaluating their present position. Or maybe you’ve been forced to appraise your current path.  Brian Hinchcliffe, career consultant, extraordinaire, talks about why and how people can make the most of their time of transition and not be forced into making the same mistakes in taking a position they are not happy in.  We all know that much of the workforce does not want to go back to the pre-pandemic discomfort and unhappiness some of us felt in our jobs. Max and Brian dig deep into all the positives of a transition, and how ..read more

Here’s where Maxine shares her wisdom, experience, and humor by reminding us that when we think no one sees or hears us, whether in CX, EX, management, or leadership, we’re actually in a fishbowl!  Whatever we do, people are watching. And not in a creepy way.  Just being in the role we play, our customers, guests, and teams see us for bad – pouty, impatience, apathetic, or for good. The good is generous, joyful, natural, present, and agile.  But Max doesn’t stop there.  She introduces her Seek The Surprise, mentality and how we can use it in all of our lives.  Sit back ..read more