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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Jun 28, 2016

Jim Kalbach is currently the Head of Customer Success at MURAL. He has previously worked in various design-related consulting roles for large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. Before moving back to the US in 2013 after living for fifteen years in Germany, he was the co-founder of the European Information Architecture conferences and he also founded the IA Konferenz, a leading UX design event in Germany. In 2007, he published his first full-length book, Designing Web Navigation and his second book, Mapping Experiences, was a #1 bestseller on Amazon in the Business Development section.

Jim has a varied professional background. He studied information science and has a lot of experience doing digital product design for agencies and large companies.

“Really these visualizations are a way for us customer experience professionals to observe the world, so that we can bring that back into our organizations”.

He says that professionals don’t necessarily create the customer experience, as it’s something the customer owns.

“We have to understand that and help them navigate because it is actually their journey through our eco system and our touch points.”

Jim says it is important to have participations from companies that he works with, open conversations and getting in the problem-solving mindset.

“People support what they create or help create.”

Jim says having the visualization helps because it inspires people to want to have a conversation, but the danger lies in people focusing on the diagram itself instead of using it as a tool for improvement.

“You put it up on the wall and people lean back; you want it to be a lean-in deliverable.”

He believes you need to think about how you are going to use the map because ultimately it is not about the deliverable or the document but how that activates change.


“The Design of Everyday Things” by Don Norman

“The Innovator’s Dilemma” by Clayton Christensen

"The Innovator's Solution" by Clayton Christensen




Jun 21, 2016

Amy Cannatta is a business and vibrant living coach whose goal is to help others bring their vision to life. She does this by giving them the tools to take their passion and make it a reality. Amy is an international best-selling author and the host of the “Concept to Cash Flow” podcast, where go-getters learn how to kill it in life and business from successful entrepreneurs.

Amy is very passionate about how changing perspectives can turn tragedy into personal transformation. She was a domestic abuse victim that persevered and went onto raise her two daughters while completing her doctorate. Amy talks about how she grew up as a child and the values that were taught to her while growing up on a farm.

“It’s really one of these skills that are kind of ingrained into my DNA, to take something and figure out how to either make it useful or reuse it; it’s the “outside of the box” thinking and also the hard work and perseverance.”

Amy had a successful chiropractic business but decided to move into the online space and start her coaching business.

She explains how she sees customer service and why it is the heart and soul of a business.

“Customer service is what builds the business’ reputation, and reputation is something you cannot put a price on. It is one of those intangible benefits and value that a business has.”

When a business owner is creating a service culture, Amy gives advice from her own experience in business whether it is on or offline.

“If you don’t share with the people who are around you what is important to you, what your mission and your purpose are, then they’re in the dark, just kind of guessing. They don’t understand the culture; they don’t understand what you value because you haven’t communicated that with them.”

One thing Amy does in her practice that pushes her clients forward to get results in their own business is, she is willing to get “down and dirty” with her clients and do the work with them.

“I’m not one of those coaches that just talks for an hour on the phone and says, “have a nice day, here is your homework”. If they need help, we do it together.”

Amy makes sure that the other people on her team sees her vision and the direction she wants her business to go. This is one thing that helps maintain the motivation among staff.

“Getting them onboard, making them feel like they understand the vision of the business (is important).”

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!


“The Compound Effect” by Darren Hardy

“Overcoming Under Earning” by Barbara Stanny



Jun 14, 2016

Jess Winnett is a Live Stream Business Strategist and an entrepreneur who’s building a legacy online. She loves empowering others with the truth that they can have the life and business that they want, without sacrificing time with family with loved ones. She’s the “Queen of Periscope”, and she’s here to show and tell others how they too can use this amazing platform to bring incredible results to their business.

Jess got started on Periscope about 10 months ago and although the live streaming aspect intimidated her at first, she fell in love with the way she could connect with people using it.

“I knew that I had this voice and this content to share. I just wasn’t sure what platform was right for me.”

Her number of followers has steadily grown to a little over 2,700 people, and she notes that she started with no social media presence prior to using Periscope.

She feels that there is a direct correlation between Periscope and customer service, and believes that every single time you go live, you leave people with a feeling. She strives to connect with others each time she broadcasts and also gets to know the names of people watching.

“People will come back if they feel loved, cherished and appreciated”

Due to the fact that Periscope streams live, you can build the “know-like-trust” factor very quickly. The platform has also introduced enhanced features for searching to improve users’ experience.

Jess and her husband are big advocates of letting people know when they’re doing a really good job with customer service, as people tend to hear more of the negative reviews that are posted online.

To her, a big part of creating a positive customer experience is having that joyful attitude. Jess adds that this starts at the top of an organization and by also affirming customers in their purchasing decisions, all employees can contribute to the experience.

She believes that some people are born with the charisma and other skills to do customer service well, but others have to train to learn how to do it.

“I had to really work on re-training my mind to be more positive and look for the better outlook in things”

She adds that people should always be growing and working on their own personal development so that they can give their customers a better experience.

Business can be difficult at times, but you need to self-motivate quite a bit. Jess has also created a private Facebook group (see “INTERVIEW LINKS”) to help motivate her.

“What’s beautiful about what you create is that you do have to self-motivate quite a bit”

Jess notes that it’s important, particularly when starting a business, to have a vision. She also tries to remember who she ultimately wants to impact.

“We can get so focused on what we’re doing short-term that we forget what’s the long-term thing (we want)”

Joining a mastermind group has helped her think outside of her business and also with marketing ideas.

“Seek out people that will encourage you. Seek out mentors and like-minded individuals.”

The online tool or resource that she couldn’t live without is Calendly (see “INTERVIEW LINKS”), which she directs people for booking times to speak.

Jess’ recommended books are “First Steps to Wealth” by Dani Johnson, “Quitter” by Jon Acuff, “The 10X Rule” by Grant Cardone, “Raving Fans” by Ken Blanchard and Sheldon Bowles and “The 7 Habits of Highly Effective People” by Stephen Covey.

In order to motivate staff, Jess says this needs to be done daily and can be achieved many ways, including daily emails, sales meetings in the morning, and constantly staying connected with your people.

She’s really excited about launching her Live Stream Academy (see “INTERVIEW LINKS”) for beginner and intermediate online business owners.

“I get to help a lot of different people in a lot of different seasons in their business and life”

The quote or mantra she lives by is “Do not question in the dark what God has shown you in the light.”

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!




Jun 7, 2016

John Tschohl, called the “Guru of Customer Service” by USA Today, Time and Entrepreneur magazines, is a best selling author,
the internationally recognized service strategist and President of Service Quality Institute, the global leader in customer service.

John believes that globally, customer service is quite weak.

“Most companies believe that they provide great customer service. Most people believe there is no customer service.”

He feels this is the case for a few different reasons. First, very few CEOs understand the ramifications of poor customer service and the revenue stream they can create if they deliver an incredible customer service. As well, most organizations actually work to make it more difficult to do business with them with their policies, and lack of speed. Finally, very few organizations are willing to invest in and develop the people that work for them.

To improve customer service, John feels that companies need to understand that they’re in the business of customer service.

“It’s much cheaper to keep a present customer than to always get a new customer”

Companies need to have a continuous process for training their employees, and not just offer short courses ever 5 to 10 years.

In order to stay focused, John has clearly defined goals to know where he is, where’s going and how he plans to get there. He adds that he also takes a vacation every month.

“I work hard, I play hard, I spend a lot of money and I invest a lot of money”

He shares that he’s had a clearly defined written game plan since he was 22 years old.

“I had a goal to have a million dollars net worth by age 30, which I did”

To create a service culture, he advises that organizations develop a customer-driven workforce with high-performing employees.

“It’s the easiest way to grow. It is the least expensive method you can use to dramatically grow your business.”

Internet calling tools like WeChat and OneSuite are some of the resources he uses on a regular basis.

“Technology is moving very fast, but the most effective way to communicate with your customers is by phone. You’ve got to be ready to pick up the phone and talk to people.”

Some of the most impactful books he has read is “Think and Grow Rich” by Napoleon Hill and “Psycho-Cybernetics” by Maxwell Maltz. John reads a book a month, with a focus on personal development, sales and leadership.

“The safest investment a person can make is in themselves”

To motivate employees, John says that you need to first develop and build yourself, as you define your goals and work the game plan.

“(Goals) have to be tangible, realistic, and in all areas of your life”

One thing he’s really excited about is the new health care program his company is releasing soon. The program, “Health Care with Feelings”, focuses on changing attitudes and behaviour, teaching the skills and art of customer service, and building employee moral and teamwork.

The quote or mantra that John lives by is simply, “Believe in yourself.”


Personal Website

Company Website



May 31, 2016

Nick Abbott has over 20 years experience in customer service and sales operations, consultancy and training. He has been a logistics officer in the Royal Air Force and has vast experience working with large companies such as General Electric, Bank of New York and more. In 2012, he started the front line evolution, which provides consultancy services for customer service and sales. Nick is currently engaged full-time with Milvik AB, a Swiss microinsurance multinational organization.

When asked how the industry has changed, Nick says it has and hasn’t changed in the past 20 years. The core level is still the same but the things that changed are customers are more knowledgeable, technology has changed and people have become more demanding and less patient.

“The basics didn’t change, but it’s more challenging to deliver great service now and also I think markets are more competitive now and margins are tighter.”

Nick believes that it is more important, now than ever, for customers to get customer feedback.

“I think it is very important for companies to take the time to get customer feedback. I mean nobody likes bad feedback, but actually bad feedback is a gift.”

Nicks says if the customers are not happy it doesn’t matter what the companies metrics are, it doesn’t matter what happens in the board room. You have to get inside the customers’ heads and see what they want from you as a business.

Leadership in Nick’s opinion is the reason why customer service is poor and managers need to engage.

“For any manager, recruitment is a single most important thing that a manager does; getting the right people, taking the time to get the right people on board, understanding what you are looking for.”

Nicks talks about current employees and what they can tell you about how your business and how well it’s being managed. Sometimes, you need to look outside recruitment and look at management, as changes may be necessary.

“If you have a situation where you have staff and it’s not a case of one or two, but the vast majority are not motivated, I would guarantee you the problem is sitting across the desk from me.”

“I would have said I was engaged, I would have said I was an inspiring leader, and I was anything but.”

While reading the book “Straight From The Gut” by Jack Welch, the former CEO of General Electric, Nick learned how the power of leadership can live on in the company long after that leader is gone.


“Straight from the Gut” by Jack Welch

“Getting Things Done” by David Adams

May 18, 2016

Sardek Love is the CEO of Infinity Consulting and Training Solutions. He’s worked in 25 countries, inspiring, developing and educating managers and leaders in Fortune 100 companies, high-tech organizations, government agencies and global brands. His real world experiences serve as the foundation of his powerful and captivating stories from which he brings his sessions to life. Sardek is currently a certified coach, speaker and trainer with the prestigious John Maxwell team.

Years ago, Sardek discovered that he is here to help other people grow, which is what he says motivates him to do what he does.

“Every morning I wake up and think of whose life I can impact in a positive way”

He believes there is a correlation between leadership and customer service, and that the best leaders are those than can connect with others.

“Connecting is just one of those skills that is required for exceptional customer service”

Sardek also feels that having exceptional communication to determine the needs of others is another characteristic that leaders should have.

“It’s really about uncovering people’s problems, providing potential solutions and listening. I think listening is probably one of the most important skills for exceptional customer service.”

He shares that customer service is really a lost art, and that leaders should model the culture themselves to demonstrate to their teams.

Sardek notes that a leader is the person that “charts the course”, and the manager executes that plan.

To him, a leader needs to reward people for the right behaviours and hold them accountable to eliminate any negative ones.

“The brands that have great customer service, it is a tradition, an expectation. The culture reinforces that.”

Millennials are becoming a larger part of the global workforce, but aren’t getting the coaching that their predecessors did. Organizations that take the time to develop their people will accelerate their profitability.

Sardek says that coaching is not about telling people the answer; it’s about guiding them to self-discovery.

To stay motivated, he reads constantly to gain new knowledge.

“I love to learn. Every day is a new opportunity for me to learn and get better.”

When people ask him exactly what he does, he tells them “I make hard easy.”

He used to be afraid of failure, but now just moves ahead taking imperfect action.

The two online tools that Sardek couldn’t live without are Canva, which can be used to created beautiful designs and documents easily, and Kajabi, an all-in-one system to sell, market and deliver content online (see “INTERVIEW LINKS”).

For books, Sardek recommends “The 360 Degree Leader”, “Failing Forward” and “Everyone Communicates, Few Connect” by John Maxwell. He also says that “How to Win Friends and Influence People” by Dale Carnegie and “The Success Principles” by Jack Canfield have impacted him personally, as well as “The Speed of Trust” by Stephen M.R. Covey.

To motivate staff, Sardek recommends that a leader and company have a singular focus of looking at problems and transforming them into solutions.

“If I keep hearing the same complaints over and over and over, that tells me there is an unmet need. That’s what we should be focusing on.”

He feels that if you want to know what products to create, you need to ask the market what problems they have that are urgent, pervasive and expensive if left unresolved.

He is most excited about scaling his business and creating “The Profitable Training Business Academy”, as he says there is currently nothing on the market the provides this content to entrepreneurs, or people looking to start their own training business.

The quote Sardek lives by is “You are who you are and it’s never too late to become who you might have been” and he believes strongly in continuously stretching himself to grow and become better.





May 18, 2016

Zachary Harding is the President of The Phoenix Group and Chairman of Hyperion Equity, a private investment firm focused on raising capital, investing in and growing businesses through strategic partnerships, government linkages and marketing campaigns. Over the years, he’s developed a solid reputation in investing, senior management and strategic marketing. He’s has often been dubbed a “rainmaker” and marketing guru based on several ultra-successful brand campaigns in turnaround situations. He is a frequent public speaker who presents on many topics such as breakthrough thinking, emotional intelligence, customer service and marketing strategy.

Zachary says he approaches new things with the view of changing it and making it better.

“I’ve been fortunate enough to have experiences that were transformational”

He believes that there definitely is a correlation between marketing and customer service. Companies are trying to sell as many products to customers, as often as possible, for the highest price.

“The only way you can really achieve (these things) is by delivering a good experience to the customer”

Zachary recommends CEOs and senior managers try “being the customer” by visiting their own retail locations.

“Emersion of the leaders in the actual experience will give them an opportunity to evaluate and to improve (the customer experience)”

Customer service isn’t static, and it’s always changing. He gives the example of live systems being used at banks where you don’t have to go through multiple menus, but instead speak your instructions.

“You have to also be adjusting for that awareness of the consumers’ time and what their experiences are”

He believes that businesses have to look at customer experience in the context of comparison in relation to other experiences. Companies shouldn’t just look at their direct competition when doing this.

Two ways that companies can collect information on their customers’ experiences is to do research on the Internet, and to collect their own data.

Zachary notes that with the emergence of social media, we have become what he calls a “Snapchat Generation.”

“Social media has caused us to be a very impatient society; it has given you the ability to fast-track through experiences.”

Corporations have to use social media differently than traditional media, and he recommends people read the book “The End of Marketing as We Know It” by Sergio Zyman.

“No one will know what the next thing will be. It’s changing all the time.”

To stay motivated, Zachary takes on exciting challenges.

“Every day, I just try to enjoy whatever it is that I’m doing”

The most useful resources that he uses daily are Google and YouTube.

His most impactful book is “Purple Cow” by Seth Godin.

“You always have to be doing something to grab people’s attention. As great as you were yesterday, today people will absolutely forget about you.”

To motivate employees, he recommends that you have to be motivated yourself. The easiest way to do this is to do something that you’re passionate about. If what you’re doing isn’t your passion, you can make it more enjoyable by giving yourself small challenges.

He’s been working on getting in the best shape of his life, by age 50 (Zachary is now 41 years old).

The quote, or mantra, that he lives by Maya Angelou:

“People forget the things that you say and the things that you do, but they’ll never forget the way that you made them feel”





 (876) 827-2727 (cell)

May 18, 2016

Ellie Parvin is obsessed with the way people communicate and the various factors and environments that can alter the perception of information and meanings delivered and received between those communicating. Her passion for communication has lead her to launch, which helps small businesses, organizations, entrepreneurs and individuals learn how practicing and cultivating communication skills and techniques can improve their lives and bottom lines.

Ellie had her first experience with customer service when she worked in her mother’s psychology practice. She says that customer service became personal for her from that young age.

“Something that starts very early on, it kind of becomes your signature on how you are with every job, or everything you do after that”

She believes that customer service has changed globally over the past couple of decades, as companies are moving towards being more service-oriented.

“Customer service, at its core, is truly building and maintaining relationships through the way businesses and their staff communicate”

As much as customer service is about the customers, Ellie shares that it’s as much about the employees who work for a company. She says that employers need to look at the people they are hiring have heart, critical thinking abilities and want to implement the company mission.

It’s important that employees are nice to others, quick, thorough and they follow through on what they say they are going to do.

“They just need to care about people”

Ellie adds that it’s critical a company empowers their employees to make decisions and not have to go through multiple levels of management when dealing with a potential conflict.

In the case of an issue or conflict with a customer, employees should tell the person what they are going to do, research a solution and tell them that they’ll get back to them within 24 hours. At the very least, employees should contact the customer to provide a status update on the situation.

“Really it is about doing what you say you’re going to do”

She also believes companies should have a Frequently Asked Questions (FAQ) page on their website, and visual resources such as YouTube videos can also be helpful in assisting customers.

Social media has significantly changed the face of customer service, as research shows that about 85% of customers have contacted a company via social media about their products or services.

“When customers actually feel (like) part of the business and connect with the people there, they feel like they’re invested”

While it’s important to have a social media presence, Ellie feels that companies should only focus on one to three platforms. For her, it’s Instagram and Facebook.

“As a small business owner, it’s vital for me to communicate with the people who are my customers”

The book that has had the most impact to Ellie is “Raving Fans” by Ken Blanchard and Sheldon Bowles.

She feels that the customer isn’t always right. Words are powerful, and she has chosen to create her own “platinum rule” that says, “The customer is the customer.”

“It has nothing to do with whether they’re right or wrong. They’re the customer and our job is to service the customer.”

To stay motivated, Ellie has created a morning ritual and set of habits that gets her day off on the right foot. This includes stretching, yoga and listening to podcasts.

She’s always been a proponent of learning by teaching.

“It’s always a wonderful feeling when you feel that connection with someone”

If a team isn’t motivated, she advises employers to be patient and focus on a small group of customers to service.

“You want to give your energy to your best customers, which will attract more of them”

The one thing she’s most excited about is continuing to do the work to grow and learn. To do so, she’s started Chalene Johnson’s “Marketing Impact Academy 2.0.” Ellie will be launching the book she wrote in the near future.

The one quote that Ellie lives by is “Customer service is building and maintaining relationships.”


Website (visit for a free PDF & list of Ellie’s Power Words!)

May 18, 2016

Thank you for listening to the Navigating the Customer Experience podcast! Yanique Grant will be joined each week by global entrepreneurs, taking listeners on a journey to discover what customers really want. In this introductory episode, you will hear:

  •  What topics and trends will be discussed?
  •  Who is this podcast for?
  •  What impact can a positive customer experience have on a business?
  •  Which employees in an organization are responsible for customer service?
  •  What are the 6 dimensions of wellness?

 …and so much more!

 If you’ve enjoyed this episode, and the first group of amazing guests to appear on the show, we would be so happy if you would leave a review on iTunes. You can also visit us at or on Twitter!

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