Episode 100 of Exceeding Expectations and we welcome back John Di Julius for the second time. He was previously a guest on episode 14 which was by far the most downloaded episode of this show which was because the episode was filled with great wisdom on customer service.

John is THE Authority on how to provide a world-class customer experience. He is n international consultant and best-selling author of five books. He works with companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, PwC, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A and many more. Some of the topics discussed in this episode:

• CXO - Chief Experience Officer- one of the biggest growing positions in last few years while Chief Marketing Officer is declining
• John's CX Executive Academy - 10 commandments which include: Customer service vision action statement Worldclass internal culture Non-Negotiable Standards And Secret Service Systems Zero Risk Above And Beyond World Class Leadership
• CX Coaching -licensing methodology to coaches
• What is “A Daymaker”?
• Importance of emotional intelligence
• Soft skills training
• Mentoring-value of it
• Quality of life now rather than someday
• Money does not produce passion, passion produces money
• John’s Personal vision statement: "To live an extraordinary life so that countless others do”
• John's "Customer Service Revolution" conference- Every Thursday in October from 3pm 4-30pm EST 25 speakers inc Seth Godin, Guy Kawasaki, Mikki Williams, Tom Bilyeu, Jesse Itzler, Adrienne Bankert, Ken Blanchard, David Horsager, Darren LaCroix, Bronkar Lee, Tom Ryan, Dr. Paul Bizjak, Chris Larkins, J.R. Heckman, Dave Murray, Jess PischelMore details at: https://customerservicerevolution.com/

John's Books:

The Relationship Economy: Building Stronger Customer Connections in the Digital Age

The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

What's the Secret?: To Providing a World-Class Customer Experience

The Best Customer Service Quotes Ever Said

John's Favourite Book: From the Ground up by Howard Schultz

Favourite Quote: "Act as if today is the day you will be remembered for how you treat others" - John Di Julius

Links:

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In this weeks episode we talk with Nathanael Zurbuegg who has been pronounced dead on six occasions! He is also the founder and CEO of “Unlimit You“ and non-profit Organisation “Live Life to the Fullest“. He is a multiple award winning global inspirational speaker who is passionate about inspiring, empowering and to bring transformation to people from all walks of life!

From an incurable chronic illness and medical prognosis “He should be death six times by now” to an entrepreneur, global inspirational speaker and coach. Some items discussed in this episode:

• Chronically ill for 30 years and been through 3 failed kidney transplants and over 4300 Dialysis treatments so far, plus 3 lung infections.
• As a coach, challenging the status quo but also remaining patient to help people to overcome their current situations.
• Speaking for non profits without a high budget
• Building programmes to help parents
• Moving to Sydney in Australia to study in a Leadership college
• The Stroke he had at 3 years old that led to 2 weeks in coma

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Tony K. Silver helps to demystify using Linkedin. He helps his clients profiles generate leads and revenue. In this episode he tells us a few stories of how he has helped dramatically increase some people's visibility on the platform which resulted in better business for them.

Some of the topics discussed:

• The mistakes people make on LinkedIn
• Differences between LinkedIn and Facebook
• Fb groups vs LI groups
• When Tony recently helped an events company
• Adding extras to his clients profiles
• Recommending people and facilitating introductions that are real
• How he was surprised by a coffee supplier
• Legoland
• Dux-soup

Tony's recommended book:

The 7 Habits Of Highly Effective People

Favourite Quote:

“If it is to be, it is up to me.”

William Johnsen

Links:

linkedin.com/in/tonyksilver

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In this weeks show we talk with Geoff Thatcher the Founder & Chief Creative Officer at Creative Principals and Author of a new book called "The CEO's Time Machine'.

Geoff has been creating world-class experiences in corporate visitor centers, executive briefing centers, museums, theme parks and live events for many years.

Some of the topics discussed in this episode:

• Creative Leadership
• His Book: The CEO’s Time Machine - which took 5 weeks from starting to finish! His daughter Zoe drew the illustrations for the book
• Believes that most CEOs aren’t interested in the past and only interested in the future and that is a fatal flaw
• “Start with the future and look back”
• Companies make mistakes all the time by not looking back
• Creativity
• Working creatively with his daughter Zoe
• Working on a project for the Science Museum in Shropshire - Irondale -Ingenuity
• Where inventions lead to, which can be fascinating
• “If you have to kill a project, don’t wound it, kill it dead”
• Managing expectations - peoples unrealistic expectations in their workplace
• Brainstorming
• Serving the mutual interests of those around you
• Separating business from work
• Mergers and problems that can happen
• Creating incredible experiences
• Working on the opening of the Warner Bros World in Abu Dhabi
• Working on the King Abdullah Foundation
• “I don’t think history is about the past”
• Mistakes made by the Wright Brothers around the business of flying
• Worked on projects including Lockheed Martin, Warner Bros, Green Bay Packers,
• Already written follow up book and plans for a third book
• Strategy and execution

A book Geoff recommends: Harrison "Buzz" Price - “Walts revolution by the numbers" “Yes if”: The language of an enabler * LinkedIn: https://www.linkedin.com/in/geoffthatcher/ * Instagram: https://www.instagram.com/geoffthatcher/ * Twitter: @geoffthatcher

The CEO's Time Machine

Exceeding Expectations links: www.ExceedingExpectations.me Facebook Group Twitter LinkedIn YouTube How to leave a podcast review: https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/ Please could I ask you a favour? Would you mind sharing this episode with one person you feel will get value from the content? Full shownotes including transcription available at:

https://tonywinyard.com/ee097-geoff-thatcher/

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Marc Gordon is one of the world’s top Customer Experience experts. He has presented on stages around the world.

Marc shows organizations how to create and deliver customer experiences that increase sales and inspire loyalty and works directly with business owners, management teams and front line staff through consulting and workshops, in-person and virtually.

Some topics discussed in this episode:

• The experience you deliver is the most influential factor that separates you from your competitors. Services can be duplicated, products can be replicated, but the experience you deliver is your own.
• Why Marc disagrees with the commonly held view of overdelivering on customers expectations
• Why transactions should be easy, convenient and stress free for your customers and constantly replicated

A book that Marc recommends:

"Shoe Dog" - Phil Knight

Quotation:

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David Hyner interviewed over 250 top achievers from all walks of life and asked them how they think and behave when setting and achieving goals and discovered they don't set SMART goals.

David is an International award winning professional speaker, trainer and workshop facilitator

In this episode we discuss why "smart" goals are setting you up for mediocrity... at best! And how to learn how you can set and achieve MASSIVE goals like the top achievers he interviewed did.

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This episode is with Keziah Robinson a business strategist, coach, and investor with over 15 years experience working with CEOs, founders & executive leadership across multiple industries.

She founded Cassia Partners, an independent advisory firm with expertise in early stage startups, pivots/turnarounds, and intrapreneurial corporate initiatives. Keziah's tailored approach incorporates elements of design thinking and behavioral science.

In this episode we discuss:

• When she was mistaken for a life coach and why that was such a compliment Helping one of her clients exceed expectations in herself
• Clients thinking that their industry is special and different to everyone elses. "Clients often use the "it's different in [X industry]" to justify putting up with bad client and employee relationships"
• Her clients already have their own answers, they just don't realise it yet

Favourite Quotations: "Discovery consists of seeing what everybody has seen and thinking what nobody has thought." - Albert Von Szent-Gyorgy

"The more original a discovery, the more obvious it seems afterward." - Arthur Koestler

www.cassia-partners.com https://www.linkedin.com/in/keziahrobinson/ www.facebook.com/cassiapartners

Exceeding Expectations links: www.ExceedingExpectations.me Facebook Group Twitter LinkedIn YouTube How to leave a podcast review: https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/ Full shownotes including transcription available at:

https://tonywinyard.com/ee094-keziah-robinson/

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