Join us on this episode of the Customers First Podcast where host Tacey Atkinson welcomes leadership coach and Keystone Pharmacy Insights founder, Jesse McCullough, for a deep dive into the world of leadership and its profound impact on customer service and team dynamics. With a blend of personal anecdotes and actionable insights, Jesse shares his journey from pharmacist to leadership maestro, underscoring the importance of intentional leadership and the art and science behind it.

He emphasizes the importance of leadership in various aspects of life, from work to personal relationships. He discusses the forbidden phrase of leadership, emphasizing the shift from saying "Our people won't do this" to "I haven't led our people to do this yet." Jesse explains the directional leadership framework, focusing on leading oneself first, then leading up, across, and down. He shares a touching story of impacting his team, leading to their personal growth and how everyone deserves to be led well.

Jesse encourages listeners that they are capable of doing hard things and that hard things are what shape and develop us. Finally, Jesse expresses his passion for studying leadership principles and his goal of impacting a thousand pharmacists to become stronger leaders in the coming year. Tune in for an enlightening conversation that promises to transform your approach to leadership and customer-centricity.

Timestamps:

Tacey's Contact Information:

Website: www.taceyatkinson.com

Social Media: @taceyatkinson

Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.

Remember:

Customer Centric Cultures Create Magical Customer Experiences.

Now Go Create the Magic!

On this episode of the Customers First Podcast, we had a fascinating conversation with Sheena Russell, the founder and CEO of Made With Local. She shared her journey of creating a company focused on producing delicious and nourishing foods made from locally sourced ingredients. Sheena's childhood in a food-focused and environmentally conscious family set the foundation for her passion for creating impact through her business. Starting with selling snack bars at farmer's markets, Sheena's company has now grown to retailers across Canada and into the U.S.

Sheena emphasized the importance of building a community around the brand and being transparent and vulnerable in storytelling to connect with customers. Made With Local is a B Corp Certified company that follows ethical and environmental practices in its operations. She discussed the significance of trust and transparency in building a successful brand.

The conversation delved into the decision-making process of sunsetting products, the inspiration behind launching granola bar mixes, and the innovative approach of showcasing seasonal ingredients in their products. Sheena also shared the adventurous story of delivering their products to the Cannes Lions Festival in France after a series of unexpected challenges.

Timestamps:

Tacey's Contact Information:

Website: www.taceyatkinson.com

Social Media: @taceyatkinson

Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.

Remember:

Customer Centric Cultures Create Magical Customer Experiences.

Now Go Create the Magic!

On today's episode of the Customer's First Podcast, we were joined by Dave Seaton, the CEO and principal consultant at Seaton CX. Dave shared his journey into customer experience management, highlighting his success in reducing churn and winning awards.

He discussed the importance of customer journey mapping and unveiled his proprietary Dharma method, which consists of five steps: Define, Analyze, Research, Map, and Act. We delved into the differences between journey mapping and process mapping, emphasizing the need for customer insights and aligning mapping projects with strategic goals.

Dave stressed the significance of including customer personas, goals, actions, thoughts, emotions, and moments in journey maps to tell a compelling customer story. He also touched on additional elements like friction points, quantitative data, and opportunities for improvement. Moreover, Dave shared three common reasons for customer journey map failures: lack of customer insight, misalignment with strategic plans, and lack of actionable insights.

Timestamps:

Tacey's Contact Information:

Website: www.taceyatkinson.com Social Media: @taceyatkinson

Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future.

Remember:

Customer Centric Cultures Create Magical Customer Experiences.

Now Go Spread the Magic!