Fast Leader Show | Customer Experience Leadership - podcast cover

Fast Leader Show | Customer Experience Leadership

Jim Rembach, President Call Center Coachwww.fastleader.net

Grow the power of Customer Experience with new leadership skills with this innovative and unique podcast that dives into the lives of some of the world's brightest minds. And have a hoot with the Hump Day Hoedown with Jim Rembach, President of Call Center Coach. Create dynamic customer experience strategies, improve employee engagement, and develop stronger leadership skills with practical advice that you can use immediately.

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Episodes

295: Nate Regier – Unleashing the Potential in Each Person

Nate Regier was trying to sell to a particular CEO who kept poking holes in everything he was saying. Nate was trying to backpedal and explain but things just kept getting worse and worse. Finally, the CEO pushes Nate to the point where Nate decides not to compromise any further because it would no longer make him feel any integrity in the work that he provides. After seemingly being kicked out from the office, Nate was surprised when the CEO called him and says he\'s hired. The CEO appreciated ...

Sep 16, 202035 min

294: Neil Sahota – Artificial Intelligence for Good

After the IBM Watson team won the Jeopardy challenge, Neil Sahota was fighting for the ecosystem model to try to open up the platform. A lot of the people was trying to engage the tech people, but Neil was trying to target the businesspeople. According to Neil, the businesspeople understood the problems more, they were on the ground, and if they were trying to build solutions, they were the people that need to be at the table with the technologists. Neil initially lost that fight, but he never g...

Sep 09, 202038 min

292: Jeff DeGraff – Becoming More Creative in Your Ability to Innovate

While he was in college, Jeff DeGraff had a whole series of events that would change his life forever. Every time his life blew up (whether it was having no place to live or not having any money) Jeff would start looking around to what was available to him and to do everything he can with what he had. He realized that he didn\'t think or act like other people did and had to do things a bit differently and creatively. It was from his mistakes that he learned to accept the various things he was na...

Aug 26, 202043 min

291: Aaron McHugh – Transforming Disengaged Leaders into Hopeful Leaders

Aaron McHugh was experiencing a lot of difficulties in his life, particularly with his career, his kids, and his daughter\'s health. During that time, one of his buddies came and said to him, \"You might not be able to change your circumstance but you can own your atmosphere.\" It completely changed him and made him take this idea of taking ownership of the atmosphere of his life. Aaron learned that it\'s about starting small and taking 2° changes that will eventually build up and lead to somewh...

Aug 19, 202045 min

290: Gregg Ward – Leadership is About Respect

Gregg Ward was working with a colleague who he became best buddies with. They would hang out, party, and spend time together, but after some performance slip-ups, Gregg (who was the leader of the organization) was put in a position where he needed to deal with the issues that his friend was having at work. Because their relationship was not based on respect, his colleague did not agree with his decision and things went ugly from there. From that mistake Gregg realized how important respect is be...

Aug 12, 202044 min

289: Alan Willett – Leading with Speed

Alan Willett was employed in a corporation and felt miserable about the job. Then, he came to a realization that all the work that he was doing was actually for himself and the greater good. Having shifted his mindset, Alan Willett returned to his work having the ability to say no and not just doing everything they wanted him to do. Alan took ownership of his job and the results went really well. He was now happier in his work.

Aug 05, 202042 min

288: Louis Carter – Leading Great Companies and Sparking Peak Performance

Louis Carter was working for a group of people who locked him in an office to do all of their work until three in the morning. He tried to escape, but the door was locked and there was an alarm in the way. He didn\'t have a key and didn\'t know the code. He was able to get out with a little help from the police. Through that experience, Louis vouched to never work again for somebody like that. He confronted them and left the group and was able to get over the hump.

Aug 04, 202046 min

287: Lolly Daskal – Leading From Within

Lolly Daskal shares her insights on the many ways a leader can lead from within. Throughout her career, she experienced many humps to overcome, and although leading from within may not be easy, there are certainly many tools and techniques that can help your life more meaningful and memorable.

Jul 23, 202030 min

286: Luis Pedroza – How to Develop a Winning Brand

Luis Pedroza was in a foreign country facing challenges in growing a product from an established brand. The company he was working with was seeing the competitive environment in an outdated way and growth was not that easy anymore. By showing them a new future or having them look at a new lens, Luis was able to reframe the company\'s perspective and eventually lead them to success.

Jul 15, 202044 min

285: Amy Posey – Why Weirdness Works in Leadership

Amy Posey had an opportunity to talk and meet with a tech startup team. In order to spark them up and make them think, Amy experimented working with weird cutouts and novel items that left the people stunned and confused. Coming in with these weird and ridiculous items, the items became memory triggers and anchor points for the listeners. Because of how different and weird it was, it made her more memorable than anyone else and her talk stuck into her listener\'s minds.

Jul 08, 202049 min

284: David Dye – Taking Action in Creating a Courageous Culture

David Dye experienced the lowest moments of his leadership when he was first promoted in a middle-level management position. During one team lunch, the things he was communicating to his team was falling on deaf ears as the things he was asking did not feel relevant to them. After realizing his mistake, David learned that he was executing his own vision and did not ask the team what their vision was. It was his wake-up call. He learned that it\'s not just about his own vision, but about their vi...

Jul 01, 202043 min

283: David Finkel – Learning to Manage More Intelligently

The arrival of David Finkel\'s children was a complete shock to him. He never changed a diaper, never fed a child, and totally had no idea what to do. He was very busy being a father. At the same time, he was still owning a business. Not wanting to miss those precious moments with his children, David realized that he needed to make a change in the way he ran his business. He needed to run the business more intelligently. This led to the creation of the freedom formula. Applying what he has learn...

Jun 24, 202040 min

282: Peter Economy – Being a Good Boss

Peter Economy previously managed a small group of around 12 people. After being placed to a new position, he was suddenly required to manage around 400-500 people. The task was very daunting at first, but after realizing that he had key people working for him to help manage the other people, he realized he was able to delegate most of the tasks and not have to micromanage everything. His job was easier because of it and he was able to get over the hump.

Jun 17, 202032 min

280: Vince Molinaro – Helping Leaders Be the Best They Can Be

Vince Molinaro experienced a defining moment early in his career when he saw a respected colleague and mentor succumb to cancer that she believed was the byproduct of a stressful, toxic work environment. That was a defining moment for him, and as a result, he has made it his life’s work to boldly confront mediocre and unaccountable leadership.

Jun 03, 202050 min

279: Kevin Vallely – Facing the Unknown

Kevin Vallely was travelling with his family at the McKenzie River, when a lone wolf suddenly approached their tent. Surprised and afraid, Kevin fired shots at the wolf to make it go away. After a few shots, the wolf did go away, leaving his family unscathed. The surprise encounter with the wolf left them a frightful impression, and they questioned whether to stop their adventure or not. They ultimately decided to continue on their journey. They recognized why that wolf acted the way it did, and...

May 27, 202039 min

278: Karin Hurt – Promoting a Courageous Culture in the Workplace

About 5 years ago, Karin Hurt had everything in her life crash all at the same time. Karin had just left her executive role at Verizon to start her own company. In trying to run her startup, Karin invested a lot of money into it but did not really get the clients or returns she needed. There was a massive learning curve and it required a lot of courage and energy to make everything work. In the midst of all that, her mother got extremely sick and died. Everything in her life seemed to be falling...

May 20, 202035 min

277: Patrick Schwerdtfeger – Emerging Anarchy in a Decentralized World

Patrick Schwerdtfeger has made plenty of mistakes in his life, and a majority of those mistakes happened because he tried plenty of different things in his life. Yet, despite his many failures, Patrick never stopped and continued coming back. Patrick learned that if you truly want to be successful in business and life then you must be willing to try new things and be willing to accept the risk of failure. You must be willing to be a bold leader and stand up for what you believe to be right, espe...

May 13, 202042 min

276: Doug Conant – Become the Leader You Want to Be

Doug Conant was recruited to work as the General Manager for a division in RJR Nabisco. After a rough first meeting with the chairman, Lou Gerstner, which turned out to be a test, Doug discovered how important it is to have the courage of your convictions and with all humility just stand up and be counted.

May 06, 202043 min

274: Tamara Ghandour – People-First Innovation

Tamara Ghandour was faced with a business challenge that needed the perspective of others. Focused on the outcome, Tamara was unable to generate a lot of ideas from the team members. She instead focused on rewarding the behavior of giving ideas, no matter how ridiculous the ideas were, and was able to come up with more innovative solutions.

Apr 22, 202043 min

273 Steve Brown: The Future is Now

Steve Brown was unsure where to go next in his career. Being given the advice to follow his passions and do the thing that he loves, Steve started his own company, Possibility and Purpose. Today, Steve is doing the things he is most passionate about helping businesses understand how the technologies of today can lead to a better tomorrow.

Apr 15, 202040 min

272 Chuck Swoboda: Never Stop Innovating

Chuck Swoboda was working in a big company that was supposed to be an innovator. Seeing the bureaucracy and the senior leaders not really upholding the company\'s core values, Chuck became frustrated and left the company. He went on and worked in a smaller company, eventually becoming the CEO, and did everything opposite of what a big company would do and found success through innovation.

Apr 08, 202045 min

271: Paul Pagnato: Transparency Brings Trust into the Customer Experience

Paul Pagnato was working in the financial industry when the financial crisis hit. With the lack of transparency in the industry, people no longer knew if it was all going to work out for them. Unable to stand this lack of transparency, Paul took the courage to leave the industry to become an entrepreneur and bring transparency to the financial world.

Apr 01, 202039 min

270: Mark W. Johnson: Bringing the Future Alive

Mark W. Johnson spent his beginning days trying to drive disruptive innovation for organizations, but the innovation they were trying to drive never really took root in their own organization. After a long time, he realized that innovation without a strategy behind it is going nowhere, and for a strategy to be successful, it requires a long-term, holistic approach to leadership, strategy, and innovation.

Mar 25, 202044 min

269: John Eades: Elevating Others to Success

John Eades did not feel excited about his work. Having a passion for professional development, he started his own learning technology company, but failed when his leadership weaknesses were exposed. Despite his failure, he transitioned his business to focus less on technology and more on elevating others to success. Now, John Eades leads a company that develops leaders and creates healthier places to work.

Mar 18, 202040 min

268: JT McCormick: How To Get There

JT McCormick didn\'t have a great place to grow up. He was surrounded by poor role models and was given every reason to give up. Despite almost every odd stacked against him and nothing to bolster his success, he found a pathway out that very few explore. Now, his organization is known for delivering an exceptional customer experience and being a great place to work and JT shares his story to inspire others how to get there.

Mar 11, 202045 min

267: Chester Elton: Lead with gratitude

Chester Elton got over the hump when he began to assume people had positive intent and became even more grateful for the things he had.

Mar 04, 202040 min

266: Dan Hill: Read their face to succeed

Dan Hill is a facial decoder that has experienced times when he’s not been able to practice emotional intelligence as much as he would like. But Dan is a master facial coder and uses his skills to detect opportunities to exceed customer expectations, build rapid rapport, and to see opportunities that most people are blind to.

Feb 26, 202050 min

265: Ryan Gottfredson: I shifted from my negative mindsets

Ryan Gottfredson came to appreciate his deep learning about mindsets because it’s much more fulfilling and rewarding than learning about them due to being in crisis. Now he’s spreading the word about mindsets to help enlighten others.

Feb 19, 202046 min
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