Overview
On this episode of Business Insanity Talk Radio, we first talk to the woman who pioneered the customer experience role inside large companies about how to treat your customers by the “make mom proud” standard. Then, the sooner a small business owner understands the intersection between business and life, the more successful they will be. We show you how the “Zen of Zinn” will help you accomplish this. Plus, we show you how to bridge the cash gap – the amount of revenue you make versus how much cash you have in the bank – and why it’s key to getting a loan. Also, we talk about the culture differences you need to know if you’re going to do business in other countries. Finally, video is the key to any online marketing, but most of us do it so poorly. We’ll show you where to start and a tool you can use that can help.
Listen
Segment 1: Jeanne Bliss pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. She is the author of the book “Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers”.
2:00 – The evolution of customer service into customer experience.
4:00 – How reliability sets you apart and drives growth. Jeanne encourages business owners to identify potential negative experiences and determine what you can do to flip those moments to reliability and joy.
6:30 – What’s your “hello” experience? Plus, how to map your customer experience.
9:30 – The four chapters that define the story of our lives as customers.
Segment 2: Raymond D. Zinn is an inventor, entrepreneur, investor, angel, bestselling author and the longest serving CEO of a publicly traded company in Silicon Valley. Zinn founded semiconductor company Micrel (acquired by Microchip in 2015). He served as Chief Executive Officer, Chairman of its Board of Directors and President for 37 years since the Company’s inception in 1978. He is the offer of the new book “Zen of Zinn”.
15:30 – The purpose of the new book Zen of Zinn. Why was it written?
17:00 – What will small business owners learn about the intersection of business and life?
17:45 – An example of how to apply the wisdom of Zen of Zinn to your everyday life.
21:45 – A Zen of Zinn principle on how to make your office feel as safe as your home.
24:00 – The two things that customers want most.
Segment 3: Mike Milan is Finagraph‘s Vice President, Customer Success with over 20 years of sales and entrepreneurship experience.He has translated innovative ideas into multi-million dollar businesses. Prior to joining Finagraph Mike built several successful ventures from the ground up. He built and sold Blazing Star Staffing, a Midwest regional hotel staffing company and Bottoms Up Brewhouse. Mike is a former Missouri State Trooper. He earned his MBA from Baylor University.
31:15 – What is a cash gap and why is it so important when you go to get a loan?
33:45 – How do you fix the cash gap? i.e. get it to be as small as possible
34:30 – How to easily monitor your cash gap.
Segment 4: Dean Foster is the founder of DFA Intercultural Global Solutions; and former Worldwide Director of Berlitz Cross-CulturalHis work has taken him to more than 100 countries. He also hosts the podcast “Oops! Your Culture’s Showing!” and hosts the nationwide “Doing Business in…” series on CNN; a frequent guest commentator on culture, global work and social issues for CNBC, the BBC and other radio and TV shows.
40:30 – Why are Americans afraid to do business abroad?
41:15 – How to prep for your first meeting abroad.
43:15 – How to write an email to someone in Latin America versus Japan.
45:45 – How to leverage cultural differences.
Segment 5: Jason Hsiao is the Chief Video Officer & Co-Founder of Animoto, an award-winning online video builder that makes it easy for anyone to drag and drop their way to powerful and professional marketing videos. Animoto is an official marketing partner of Facebook, Instagram, YouTube, and Twitter, and has empowered more than one million businesses to succeed with video marketing.
49:30 – Why is there so much emphasis on video these days?
50:30 – Where to start in making effective videos for your business.
51:30 – How does Animoto help small business owners easily create videos for their business?
