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Navigating the Customer Experience

Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
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Navigating the Customer Experience
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Aug 2, 2016

Angela Powers is an instructional designer helping entrepreneurs become “freedom-preneurs”, partnering with them to create and optimize their online programs. She has designed, developed and delivered training to hundreds of thousands of students globally for the past 12 years, working with large companies including Google, Amazon, Boeing and F5, as well as individual entrepreneurs.

A few years ago, Angela decided that she wanted to be a coach, and she says this had been something she was thinking about for a long time.

After completing coaching school, she came up with multiple ideas of what she wanted to focus on. She realized that her greatest expertise was as an instructional designer, building online courses.

Angela shares that her main motivation as an entrepreneur is her family, which includes her 5-year old daughter.

“As a freedom-preneur, I can work from home and set my own schedule; I work with the people I love to work with.”

She worked with her first coach 10 years ago, which transformed her own life.

“I work with a lot of coaches. I love being able to help them transform more people’s lives and have a bigger impact.”

Tools that she used during her time in the corporate work, like design logs, are important in her current role working with clients. Angela says issues such as communication and tracking are just as vital for small business owners to pay attention to as they are for large companies.

“I think that’s a big part of customer experience, being on the same page”

Angela believes that customer service on a global level needs improvement and as a customer herself, her own standards keep going up.

A good amount of Angela’s expertise has been acquired through on-the-job training, and she also received her certification in professional learning and performance four years ago, which required about 150 hours of work, written tests and projects.

Usability testing is an effective tool that she uses when creating content.

“You can’t get any better than real (people) actually using your prototype and giving you that real time feedback.”

She takes advantage of multiple platforms to help clients create programs, including Udemy, and says that they all have different advantages and features available.

“I’m open to really finding out what somebody wants to achieve through that training”

Angela stays motivated by breaking her goals down into 12-week timeframes, which keeps her focused. She has also successfully used accountability partnerships to keep her on track.

She is a big believer of taking care of herself, by blocking off personal time as well as meditating every morning.

Angela is most excited about learning ClickFunnels, a tool designed to create sales funnels for online marketers.

“As an instructional designer, that’s what I’m usually doing; creating a specific path to get you to a goal.”

The mantra that she lives by is “We’re born to teach.”

We would welcome a subscribe, rate and review for the show and also that the listeners can come hang out at Navigating the Customer Experience Community on Facebook. This is a private Facebook group for our listeners and past guests to come over share insights and industry trending topics and discussions on business and customer experience – click here!

INTERVIEW LINKS:

www.LearnWithAngela.com

www.Facebook.com/LearnWithAngela

www.Twitter.com/LearnWithAngela

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