Podcasts by Fast Leader Show | Customer Experience Leadership

Fast Leader Show | Customer Experience Leadership

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.

Further podcasts by Guests share stories and leadership quotes with inspiration from John C. Ma

Podcast on the topic Management

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Fast Leader Show | Customer Experience Leadership
450 Adam Bryant - Leading Through Contradictions from 2023-12-06T09:30

Dive deep into the complexities of leadership with Adam Bryant on the Fast Leader Show! Discover the art of extracting every lesson from life's experiences, akin to wringing out a wet ...

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Fast Leader Show | Customer Experience Leadership
449 Laura McGuire - Creating Cultures of Consent at Work from 2023-11-01T08:30

In this episode of the Fast Leader Show, Dr. Laura McGuire shares her insights on a range of topics, from emotional intelligence and inclusion to stress management and leadership devel...

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Fast Leader Show | Customer Experience Leadership
448 Nicole Kyle - 3 Seismic Challenges Facing Contact Centers from 2023-10-04T08:30

In this episode of the Fast Leader Show, Jim Rembach welcomes Nicole Kyle, an expert in the contact center industry since the 1990s. Nicole seeks to understand the current challenges i...

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Fast Leader Show | Customer Experience Leadership
447 Tom Schmitt - Flexibility and Empathy: Key Lessons for Business Leaders in the Post-COVID World from 2023-09-06T08:30

In this episode of the Fast Leader Show, Jim Rembach sits down with guest Tom Schmitt, CEO of a multi-billion dollar transportation company. Together, they dive into the valuable lessons learned...

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Fast Leader Show | Customer Experience Leadership
446 Oded Netzer - Data-Driven Decision Making and the Biases That Affect Our Choices from 2023-07-05T08:30

In this episode of the Fast Leader Show, we are joined by Oded Netzer, a Columbia Business School professor and Amazon Scholar. Oded, an expert in data-driven decision making, discusse...

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Fast Leader Show | Customer Experience Leadership
445 Chuck Mollor - Agile Leadership: Adapting to Changing Needs and Complex Challenges from 2023-06-07T08:30

In this episode of the Fast Leader Show, we're excited to have Chuck Mollor – executive coach, consultant, and author of The Rise of the Agile Leader. Chuck shares various insights on ...

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Fast Leader Show | Customer Experience Leadership
444 Donald Thompson - DEI Strategies 101: The Power of Brief and Concise Data-Backed Insights from 2023-05-03T08:30

As leaders, we must recognize the power of data-backed insights when implementing diversity, equity, and inclusion (DEI) initiatives. Understanding the unique needs of our organization...

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Fast Leader Show | Customer Experience Leadership
443 Mike Watson - Resilient Leadership: Thriving in the Face of Adversity from 2023-04-05T08:30

Resilience and leadership play vital roles in organizational success, with true leadership focusing on empowering others to be their best selves while pursuing a noble goal. In this episode, our...

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Fast Leader Show | Customer Experience Leadership
442 Lee Colan - Becoming a Better Leader in an Ultra-Competitive World from 2023-03-01T09:30

In today's fast-paced and ultra-competitive world, being a good leader is more important than ever. But how do you become a better leader when the competition is fierce and the stakes are high?<...

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Fast Leader Show | Customer Experience Leadership
441 David Avrin - Must Have Customer Experience Conversations from 2023-02-01T09:30

When companies don't foster open communication and establish regular, open conversations, they may experience inconsistency in customer experiences, decreased pro...

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Fast Leader Show | Customer Experience Leadership
440 Dan Hill - The Emotions that Attract and Retain Top Talent from 2023-01-04T09:30

The importance of emotions in attracting and retaining top talent in the workplace cannot be overstated. According to research, employees are more likely to stay ...

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Fast Leader Show | Customer Experience Leadership
339 Bill Price - How to Deliver Great Customer Experiences with Less Effort from 2022-12-07T09:30

Delivering great customer experiences is essential for any business that wants to be successful. In order to do so, it's important to focus on meeting and exceedi...

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Fast Leader Show | Customer Experience Leadership
338 Stephen McGarvey - Ignite a Shift to Achieve Greater Results from 2022-11-02T08:30

Persuasion and influence are essential skills for leaders to succeed in their professional lives. There is no doubt that every organization will face challenges, ...

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Fast Leader Show | Customer Experience Leadership
336 Diane Primo - Using Purpose to Transform Your Business from 2022-09-07T08:30:39

The topic of purpose is everywhere these days. People are talking about purpose. As passionate advocates, we’re delighted to see all the interest. Yet we’ve obser...

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Fast Leader Show | Customer Experience Leadership
335: Steve Curtin - How to Use Purpose to Engage Employees from 2022-08-03T08:30:42

The capability to engage employees is one of the most vital components for business success, especially today when globally distributed workers are embracing mult...

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Fast Leader Show | Customer Experience Leadership
334: Kelly McDonald - How to Talk About Race at Work from 2022-07-06T08:30:09

Racial disparity is more than just a hot topic on social media. Employees constantly face threats of social injustice and racial inequality at work, and leaders n...

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Fast Leader Show | Customer Experience Leadership
333: Brian Dodd - Leadership Lessons from 2021 from 2022-06-01T08:30:24

2021 has been a rough year for most of us. The world is just coming out of a pandemic, and the majority of leaders are facing a new reality. There are new challenges...

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Fast Leader Show | Customer Experience Leadership
332: Darja Gutnick - Bite-Size Learning for First-Time Leaders from 2022-05-04T08:30:55

Media consumption preferences have changed over the past few years. People want to consume information faster on their own terms. Traditional learning programs an...

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Fast Leader Show | Customer Experience Leadership
331: Donato Tramuto - Compassionate Leadership: How To Lead With Compassion from 2022-04-06T08:30:34

Leadership is a process by which a person influences others to achieve a common goal. Compassionate leadership is the type of leadership that takes into account t...

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Fast Leader Show | Customer Experience Leadership
330: Mark Briggs - Work-Life Balance Lies and Secrets for Today from 2022-02-02T09:30:54

Change is the only thing constant in the world. No matter what you do, change is inevitable. It can happen externally – out of your control – but it can also happ...

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Fast Leader Show | Customer Experience Leadership
329: Richard Medcalf - 4 Shifts You Need to Make In Order to Break Through the Ceiling of Complexity from 2022-01-05T09:30

We live in a world of infinity. We have an infinite amount of things we can do at any one moment. As responsible individuals, we try to take care of all the opportun...

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Fast Leader Show | Customer Experience Leadership
329: Richard Medcalf - 4 Shifts You Need to Make In Order to Break Through the Ceiling of Complexity from 2022-01-05T09:30

We live in a world of infinity. We have an infinite amount of things we can do at any one moment. As responsible individuals, we try to take care of all the opportun...

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Fast Leader Show | Customer Experience Leadership
328: David Wood - How to Address the Mice in the Room and Deal with the Subtle Things in Life from 2021-12-01T09:30

We've heard the saying, "let's address the elephant in the room." These large, significant things that we deliberately ignore, but must be addressed. We certainly...

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Fast Leader Show | Customer Experience Leadership
327: Dan Gingiss - How to Create Remarkable Customer Experience Your Customers Can’t Wait to Share from 2021-11-03T08:30

Are you struggling to meet your revenue goals? Are you trying so hard to sell your products and services?

Chances ar...

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Fast Leader Show | Customer Experience Leadership
326: Wayne Washington - Company Alignment: How to Bring Your Company's Strategy, Culture, and Operations Together from 2021-10-06T08:30

Misalignment is one of a company's biggest sicknesses. It constantly drags down results and reduces profitability. Instead of just accepting the symptoms of misal...

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Fast Leader Show | Customer Experience Leadership
325: Judy Ryan - How To Develop Intrinsic Motivation In The Human System: A Responsibility-Based Framework from 2021-09-01T08:30

Every human being has the potential to become their best selves. Unfortunately, we live in a world where the control system limits our potential. It is very impor...

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Fast Leader Show | Customer Experience Leadership
324: Omar L. Harris - Why is Diversity, Equity, and Inclusion (DEI) Important in the Workplace? from 2021-08-04T08:30

Diversity, Equity, and Inclusion (DEI). These three words pop up almost everywhere. Every modern workforce has a discussion revolving around these three words, bu...

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Fast Leader Show | Customer Experience Leadership
323: Jim Kouzes - Five Exemplary Leadership Practices: How To Be an Exemplary Leader from 2021-06-30T08:30

What do effective leaders do when they’re at their personal best? Our guest today has done all the research, and he outlines five exemplary leadership practices t...

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Fast Leader Show | Customer Experience Leadership
322: Walt Rakowich - Transformative Influence: How to Build Trust and Lead Others in Today's Climates of Change from 2021-06-02T08:30

The goal of transformative influence is always to make other people better. However, there is a void in trust in the marketplace today - people no longer trust each other. Employees don’t trust ...

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Fast Leader Show | Customer Experience Leadership
321: Adam Bryant - The CEO Test: 7 Things to Determine How Well You are Leading Your Companye from 2021-05-05T08:30

The CEO Test is a list of 7 questions written by Adam Bryant to help you reflect and evaluate yourself in how well you are performing in your current leadership role. Let’s face it, being a top ...

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Fast Leader Show | Customer Experience Leadership
320: Kent Billingsley - Develop an Entrepreneurial Mindset: How to Think Like a Real Entrepreneur from 2021-04-07T08:30

You may be running a company right now and you're calling yourself an entrepreneur. That's great, but do you have an entrepreneurial mindset?

What's the difference between the two you may...

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Fast Leader Show | Customer Experience Leadership
319: Nick Jankel – Transformational Leadership: Changing the World by Changing Myself from 2021-03-03T09:30

According to a study by KPMG, 53% of executives do not realize sustainable value from business transformation. I assume the reason for this is that they focus so much on changing the business an...

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Fast Leader Show | Customer Experience Leadership
318: Jonathan Raymond – People Leadership: How the Employee Experience Impacts the Customer Experience from 2021-02-24T09:30

We have all heard the maxim, “The customer is always right.” Top companies like Amazon lays the foundation of their success on customer-centricity and customer-focus. We believe that a happy cus...

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Fast Leader Show | Customer Experience Leadership
317: Cheryl China – 9 Pieces of Career Advice Wisdom for Leaders and CX Professionals from 2021-02-17T09:30

With most of our audience working in the customer experience industry, I asked Cheryl China some of her best tips and advice for leaving behind an unforgettable legacy in CX and how to be happie...

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Fast Leader Show | Customer Experience Leadership
316: Glenn Parker – How to Become a Positive Influence Leader and Inspire Others in CX from 2021-02-10T09:30

There is no doubt that a successful organization runs on inspired and positive people. As a leader, it is your job to make sure your team members are inspired and that you are a positive influen...

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Fast Leader Show | Customer Experience Leadership
315: Edward Marshall – What is Collaborative Leadership and How to Apply it in Customer Experience? from 2021-02-03T09:30

Have you ever wondered why geese fly in a V-formation? Scientists gives us two explanations, and we can actually learn a lot important collaborative leadership lessons from them!

First, i...

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Fast Leader Show | Customer Experience Leadership
314: Dr. David Arrington – Why Leadership is Important in Creating Really Wonderful Customer Experience from 2021-01-27T09:30

They may not be in the frontlines talking directly with the customers, but a leader's influence to the team impacts the way an agent performs and how they deliver the customer experience, which ...

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Fast Leader Show | Customer Experience Leadership
313: Jeff Harry – Playing at Work (Enhancing CX with Play) from 2021-01-20T09:30

Playing at work have been traditionally unacceptable in the workplace. As adults, we think playing is childish and working meant being serious all the time. However, based on what we see from to...

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Fast Leader Show | Customer Experience Leadership
312: Jim Loehr – Character Development in CX from 2021-01-13T09:30

Character Development in CX is one of the foundations for being able to deliver the best possible experience for the customer. People never forget the way they are treated by others, and each pe...

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Fast Leader Show | Customer Experience Leadership
311: Dennis Geelen - Customer-Centric Innovation from 2021-01-06T09:04:56

In this episode of the Fast Leader Show, Dennis Geelen shares his insights on the importance of customer-centric innovation and why you should apply it in your call center or business today. Acc...

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Fast Leader Show | Customer Experience Leadership
310: Nir Bashan – Filling the Creativity Gap in CX from 2020-12-30T09:17:02

In this episode of the Fast Leader Show, Nir Bashan shares his knowledge and insight in how to be more creative in your contact center and help fill the creativity gap in your customer experienc...

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Fast Leader Show | Customer Experience Leadership
309: Bill Eckstrom – Coaching for Leaders and Managers from 2020-12-23T12:17:04

Coaching for leaders and managers is essential to drive peak performance for your call center and business. According to Bill Eckstrom, the most effective leader behaves more like a coach. So, h...

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Fast Leader Show | Customer Experience Leadership
308: Sean T. Ryan – Strategic Plan That Drives Results from 2020-12-16T09:30

A good strategic plan is never enough unless you are able to drive results from them. Any call center or business can develop a good strategic plan, but not everyone can drive results and execut...

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Fast Leader Show | Customer Experience Leadership
307: Cliff Goldmacher – Songwriting and Innovation for Business from 2020-12-09T09:15:01

The goal of a creative leader should always be to drive innovation for business. However, innovation for business is something very difficult to do on a consistent basis. Where do you get the in...

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Fast Leader Show | Customer Experience Leadership
306: Greg Ablett – How Organizational Health Can Benefit Your Company from 2020-12-02T09:30

What is Organizational Health? What does it do and how does it positively impact an organization? In companies today, the focus has mostly been on being smart and being more intelligent. Everyth...

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Fast Leader Show | Customer Experience Leadership
305: Tom Connally – Coaching Leaders to Improve Their Performance from 2020-11-25T12:59:14

Tom Connally was struggling with his work and he realized that he needed to change and bring his performance with his values. In order to do that, Tom started writing and journaling and doing sm...

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Fast Leader Show | Customer Experience Leadership
304: Robert E. Quinn – Inspiring Positive Change from 2020-11-18T09:30

When Dr. Quinn was in the 6th grade, there was a popular boy in school who was good at basketball and almost every cute cheerleader loved him. Due to certain circumstances, he had to leave the s...

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Fast Leader Show | Customer Experience Leadership
303: Dave McKeown - Moving from Execution to Excellence from 2020-11-11T08:38:45

Dave McKeown was about to speak on one of his first workshops when he was faced with the dilemma of not having enough money to pay the hotel bill. Not wanting to borrow money from his girlfriend...

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Fast Leader Show | Customer Experience Leadership
302: Nathanael Zurbruegg – Overcoming Life's Greatest Challenges from 2020-11-04T08:09:54

Nathanael Zurbruegg has been chronically ill since he was 3 years old. He has been through 3 failed kidney transplants, over 4300 Dialysis treatments, and 3 lung infections. Doctors have said he...

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Fast Leader Show | Customer Experience Leadership
301: Patrick S. Frazer – Helping Small and Medium-Sized Businesses Win from 2020-10-28T08:59:30

Patrick S. Frazier was working in IT when he got promoted into Operations. Filling in the new seat, Patrick experienced many struggles in leadership, specifically in delegation. He tried to dele...

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Fast Leader Show | Customer Experience Leadership
300: Ty Montague – Reinventing Capitalism from 2020-10-21T12:04:49

Ty Montague had a career in advertising before getting into the business transformation business. He was doing very well in that job and was finding great success, except for the fact that he ha...

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Fast Leader Show | Customer Experience Leadership
299: Ryan Coon – Delivering Top-Tier Customer Experience for Renters from 2020-10-14T09:01:54

Ryan Coon’s company was facing a major decision in choosing which part of their market they wanted to focus on. There was a great divide between them, and it was a great challenge to try and fix...

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Fast Leader Show | Customer Experience Leadership
298: Dan Bruder – Unlocking Potential through Culture, Strategy, and Execution from 2020-10-07T08:30

Dan Bruder was asked to start a bank during his early 20s. He didn't have any experience yet, but he didn't back down to the challenge either. In order to accomplish this, he needed to work hard...

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Fast Leader Show | Customer Experience Leadership
297: David Wachs – Enhancing the Customer Experience with Handwritten Notes from 2020-09-30T09:01:37

David Wachs was working for a venture capital firm back in 2004-2005 when he got fired by his boss for allegedly losing some stocks. Not having any money left, David moved back to his home in Ar...

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Fast Leader Show | Customer Experience Leadership
296: Jan-Benedict Steenkamp – Leadership Lessons from History from 2020-09-23T08:48:20

Jan-Benedict Steenkamp was doing very well in the academe when he hit a hump in his life. He was regularly writing many academic publications but became dispirited and demotivated when he was no...

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Fast Leader Show | Customer Experience Leadership
295: Nate Regier – Unleashing the Potential in Each Person from 2020-09-16T12:41:05

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. Final...

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Fast Leader Show | Customer Experience Leadership
294: Neil Sahota – Artificial Intelligence for Good from 2020-09-09T08:30

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, b...

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Fast Leader Show | Customer Experience Leadership
292: Jeff DeGraff – Becoming More Creative in Your Ability to Innovate from 2020-08-26T09:18:09

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...

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Fast Leader Show | Customer Experience Leadership
291: Aaron McHugh – Transforming Disengaged Leaders into Hopeful Leaders from 2020-08-19T08:16:08

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, "Yo...

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Fast Leader Show | Customer Experience Leadership
290: Gregg Ward – Leadership is About Respect from 2020-08-12T09:12:59

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 th...

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Fast Leader Show | Customer Experience Leadership
289: Alan Willett – Leading with Speed from 2020-08-05T13:23:31

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. Hav...

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Fast Leader Show | Customer Experience Leadership
288: Louis Carter – Leading Great Companies and Sparking Peak Performance from 2020-08-04T11:21:03

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 ...

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Fast Leader Show | Customer Experience Leadership
287: Lolly Daskal – Leading From Within from 2020-07-23T09:04:29

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, ...

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Fast Leader Show | Customer Experience Leadership
286: Luis Pedroza – How to Develop a Winning Brand from 2020-07-15T08:48:57

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 ...

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Fast Leader Show | Customer Experience Leadership
285: Amy Posey – Why Weirdness Works in Leadership from 2020-07-08T12:48:53

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 p...

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Fast Leader Show | Customer Experience Leadership
284: David Dye – Taking Action in Creating a Courageous Culture from 2020-07-01T11:52:33

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 wa...

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Fast Leader Show | Customer Experience Leadership
283: David Finkel – Learning to Manage More Intelligently from 2020-06-24T08:30

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...

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Fast Leader Show | Customer Experience Leadership
282: Peter Economy – Being a Good Boss from 2020-06-17T08:30

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 ...

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Fast Leader Show | Customer Experience Leadership
281: Tim Clark – The Importance of Psychological Safety in the Workplace from 2020-06-10T08:30

Going through this current pandemic, Tim Clark learned that a crisis has the unique ability to liquify the status quo. There is always an opportunity in the calamity. Take advantage of the curre...

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Fast Leader Show | Customer Experience Leadership
280: Vince Molinaro – Helping Leaders Be the Best They Can Be from 2020-06-03T08:30

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 env...

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Fast Leader Show | Customer Experience Leadership
279: Kevin Vallely – Facing the Unknown from 2020-05-27T08:30

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...

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Fast Leader Show | Customer Experience Leadership
278: Karin Hurt – Promoting a Courageous Culture in the Workplace from 2020-05-20T08:30

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, Kar...

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Fast Leader Show | Customer Experience Leadership
277: Patrick Schwerdtfeger – Emerging Anarchy in a Decentralized World from 2020-05-13T08:30

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, ...

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Fast Leader Show | Customer Experience Leadership
276: Doug Conant – Become the Leader You Want to Be from 2020-05-06T08:30

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 discovere...

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Fast Leader Show | Customer Experience Leadership
275: Annette Franz – Customer-Centric Leadership and Culture from 2020-04-29T08:30

With the current pandemic going on, Annette Franz goes through this difficult situation with the help of her two teenage boys who lives together with her and shares some quality time with each o...

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Fast Leader Show | Customer Experience Leadership
274: Tamara Ghandour – People-First Innovation from 2020-04-22T08:30

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...

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Fast Leader Show | Customer Experience Leadership
273 Steve Brown: The Future is Now from 2020-04-15T08:30

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...

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Fast Leader Show | Customer Experience Leadership
272 Chuck Swoboda: Never Stop Innovating from 2020-04-08T08:30

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 frustr...

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Fast Leader Show | Customer Experience Leadership
271: Paul Pagnato: Transparency Brings Trust into the Customer Experience from 2020-04-01T08:30

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. U...

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Fast Leader Show | Customer Experience Leadership
270: Mark W. Johnson: Bringing the Future Alive from 2020-03-25T08:33:45

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. A...

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Fast Leader Show | Customer Experience Leadership
269: John Eades: Elevating Others to Success from 2020-03-18T08:30

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 expo...

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Fast Leader Show | Customer Experience Leadership
268: JT McCormick: How To Get There from 2020-03-11T08:30

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 bolste...

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Fast Leader Show | Customer Experience Leadership
267: Chester Elton: Lead with gratitude from 2020-03-04T09:30

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.

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Fast Leader Show | Customer Experience Leadership
266: Dan Hill: Read their face to succeed from 2020-02-26T09:30

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 ...

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Fast Leader Show | Customer Experience Leadership
265: Ryan Gottfredson: I shifted from my negative mindsets from 2020-02-19T09:30

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 ...

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Fast Leader Show | Customer Experience Leadership
264: Pam McLean: Who you are is how you coach from 2020-02-12T09:30

Pam McLean came to realize that being a good coach or a good leader is not enough to coach anyone. Today, we need great coaches and leaders that can navigate complex issues and ambiguous situati...

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Fast Leader Show | Customer Experience Leadership
263: Alex Castro: What’s your readiness score? from 2020-02-05T09:30

Alex Castro found that ninety percent of his clients were not in a position of readiness when he was brought in to help with growing and transforming their businesses. As a result, he started to...

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Fast Leader Show | Customer Experience Leadership
262: Emilia DiMenco: Our reputation is at stake from 2020-01-29T09:30

Emilia DiMenco is making a bigger impact in smaller ways. After completing a 30-year career as an executive vice president for a large commercial bank, she now serves the capital, loans, program...

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Fast Leader Show | Customer Experience Leadership
261: Stan Silverman: Be different through your power skills from 2020-01-22T09:30

Stan Silverman learned so much working for his tyrant, more so had he not worked for him. Luckily for others, Stan persevered this experience. Eventually, he was promoted above his tyrant, and w...

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Fast Leader Show | Customer Experience Leadership
260: Rishad Tobaccowala: Data can remove your soul from 2020-01-15T09:30

Rishad Tobaccowala stepped back from the brink of data overload by developing practical tools and frameworks that assisted his organization to properly put data in its place. He now teaches othe...

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Fast Leader Show | Customer Experience Leadership
259: Susan Fowler: Let go of the junk food motivation from 2020-01-08T09:30

Susan Fowler shares new research on the science of motivation. When she shared these findings with the CEO of one of the world’s largest financial institutions and John Calipari, University of K...

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Fast Leader Show | Customer Experience Leadership
258: David McCourt: Blow up the model and start over from 2020-01-01T09:30

David McCourt was with two other Irishmen in a bar. But there was no joking around when he began whining about not getting paid for some contracting work his company did. His friends told him to...

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Fast Leader Show | Customer Experience Leadership
257: Colin D Ellis: You need great subcultures from 2019-12-25T09:30

Colin D Ellis gambled everything to launch a new business. As he struggled with clients not signing up, he lost his confidence and started to lose belief in his vision. Deciding to never give up...

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Fast Leader Show | Customer Experience Leadership
256: Gleb Tsipursky: Never go with your gut from 2019-12-18T09:30

Gleb Tsipursky and his wife set out to start a non-profit. But quickly they began to experience a lot of conflict trying to move things forward. Determined to successfully collaborate, they work...

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Fast Leader Show | Customer Experience Leadership
255: John DiJulius: Relationship is the differentiator today from 2019-12-11T09:30

John DiJulius, III looked back on mistakes and regrets and found a pattern. He’s always been the underdog, and when he takes that chip off his shoulder and feels he deserves the recognition he’s...

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Fast Leader Show | Customer Experience Leadership
254: Darren Gold: Master your code from 2019-12-04T09:30

Darren Gold decided to forgive his mother, but she did nothing wrong. Thankfully, he realized how unfair and unjust he had been and how holding a grudge was disserving. He was learning how to ma...

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Fast Leader Show | Customer Experience Leadership
253: Mary Lippitt: Target what matters when it matters from 2019-11-27T09:30

Mary Lippitt was trying to influence her bosses and was rejected. When she was able to finally meet with the top executive, she realized she needed to open her mind and to recognize that her fac...

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Fast Leader Show | Customer Experience Leadership
252: Jack Modzelewski: Talk is Chief from 2019-11-20T09:30

Jack Modzelewski had to be the advocate for what had to be done and the counselor, but also a peacekeeper in the room when the CEO turned combative and argumentative. It was time for speed and r...

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Fast Leader Show | Customer Experience Leadership
251: Jono Bacon: Communities supercharge business from 2019-11-13T09:30

Jono Bacon started his journey of building communities as a fledgling young rock star in the UK. As a result of living up to his parent’s expectations he now provides expertise and advice in thi...

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Fast Leader Show | Customer Experience Leadership
250: Liz Bywater: Slow down to speed up from 2019-11-06T09:30

Liz Bywater learned how to pivot her career after reflecting on her strengths and opportunities. She now teaches others how to slow down so they are able to speed up and move onward and upward f...

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Fast Leader Show | Customer Experience Leadership
249: Scott Warrick: Resolving employee conflict is simple from 2019-10-30T08:30

Scott Warrick had a client that all of a sudden stopped communicating with him. After several attempts to connect without response, Scott learned he said something that offended someone during a...

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Fast Leader Show | Customer Experience Leadership
248: Joe Dunlap: It’s time to stop training from 2019-10-23T08:30

Joe Dunlap had an old-school training mindset and found himself in an organization that was losing to its competition. That’s when Joe challenged himself and his team to “stop training” and to s...

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Fast Leader Show | Customer Experience Leadership
247: Omar L Harris: Leadership giants have gaps from 2019-10-16T08:30

Omar L Harris coasted on his own individual talent early in his career. The first time he led a team, he began to carry the performance of the team on his shoulders. This caused him to be hospit...

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Fast Leader Show | Customer Experience Leadership
246: Charles Conn: You can easily take apart almost any problem from 2019-10-09T08:30

Charles Conn used a really simple tool to solve the problems for a company with thousands of employees. It was this humble beginning which now finds Charles on a quest to solve the problems of t...

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Fast Leader Show | Customer Experience Leadership
245: Risto Siilasmaa: I realized I was practicing Paranoid Optimism from 2019-10-02T08:30

Risto Siilasmaa led Nokia in one of the most successful and largest corporate transformations ever. He creates Paranoid Optimism in keeping the organization out of bankruptcy to thriving in a ra...

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Fast Leader Show | Customer Experience Leadership
244: Elise Keith: Unveil your system for successful meetings from 2019-09-25T08:30

Elise Keith found herself leading teams that fell apart. As part of her efforts to improve she learned she needed to spend more time connecting in meetings instead of being impatient and direct....

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Fast Leader Show | Customer Experience Leadership
243: Chris Griffiths: Knowledge is no longer power from 2019-09-18T08:30

Chris Griffiths sold his company at the age of 26 and thought that he had the knowledge to turn anything into gold. After losing his home and several cars he learned that it’s not knowledge that...

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Fast Leader Show | Customer Experience Leadership
242: Tamra Chandler: It’s time to reboot feedback from 2019-09-11T08:30

Tamra Chandler had just bought into a partnership and lost all of her equity when the firm experienced a forced closure. Tamra responded by building a successful organization elsewhere and has c...

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Fast Leader Show | Customer Experience Leadership
241: Jeff Grimshaw: What are your leadership signals? from 2019-09-04T08:30

Jeff Grimshaw, author of Five Frequencies, was treating his life like a dress rehearsal for the real thing. He finally realized this and it became the catalyst for him to put things into perspec...

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Fast Leader Show | Customer Experience Leadership
240: Lonnie Wilson: Engagement is a human issue from 2019-08-28T06:08:38

Lonnie Wilson was working with a client on a culture transformation and was staring failure right in the face. Then he received a piece of advice from his Pastor that enabled him to step back an...

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Fast Leader Show | Customer Experience Leadership
239: Steve Coughran: Advantage is determined by customers from 2019-08-21T08:30

Steve Coughran came into a 50-year old organization with a lot of systems and legacy things in place. Needing to innovate, Steve began to break things down into small pieces, executing on them a...

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Fast Leader Show | Customer Experience Leadership
238: Andrew Tarvin: Embrace a culture of humor at work from 2019-08-14T08:30

Andrew Tarvin tries to look at any situation differently. From being the teacher’s pet to becoming the corporate humorist at Proctor & Gamble, Drew has worked to continually hone his skill of br...

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Fast Leader Show | Customer Experience Leadership
237: Leslie Peters: Unleash your outrageous potential from 2019-08-07T08:30

Leslie Peters was testing herself to be perfect and realized she needed to be on her own quest. She reminded herself not to set expectations that keep her from doing things but instead have a se...

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Fast Leader Show | Customer Experience Leadership
236: Steve Pacinelli: It’s the beginning of rehumanizing business from 2019-07-31T08:30

Steve Pacinelli was in a rut for the first several years in his career. Then he began to work with a leader that showed him that is was possible to get “the numbers” and do it in a more compassi...

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Fast Leader Show | Customer Experience Leadership
235: Chris Duffey: Human imagination is the limitation for AI from 2019-07-24T08:30

Chris Duffey started as a content creator and creator of digital customer experiences and he witnessed first-hand the power of the intersection of human creativity amplified by artificial intell...

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Fast Leader Show | Customer Experience Leadership
234: Claudette Rowley: I was born believing in potential from 2019-07-17T08:30

Claudette Rowley was in a toxic workplace that caused her to undergo a lot of soul searching and a career change. She was so impacted by her experience that she now coaches organizations to crea...

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Fast Leader Show | Customer Experience Leadership
233: Nicolaj Siggelkow: We asked the customer to stitch experiences from 2019-07-10T08:30

Nicolaj Siggelkow thought technology was an important in connected strategies until he realized the more important factor was that organizations trying to be customer centric required customers ...

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Fast Leader Show | Customer Experience Leadership
232: John Ngo: Finding what customers want today from 2019-07-03T08:30

John Ngo was a first responder, emergency room supervisor and gun battle survivor that learned how to get a small ounce of respect daily. All of his experiences have led him to better understand...

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Fast Leader Show | Customer Experience Leadership
231: Jim Harter: Don’t focus on my weaknesses from 2019-06-26T08:30

Jim Harter was able to focus and achieve his doctoral degree while working full time. Today, as the Chief Scientist, Workplace for Gallup he leads organizations to be more successful with the ch...

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Fast Leader Show | Customer Experience Leadership
230: Lee Colan: A coaching opportunity for me from 2019-06-19T08:30

Lee Colan didn’t shut up. He thought he was a good listener, but a friend shared with him after a meeting that he didn’t really hear what people had to say. That’s when Lee realized he had to wo...

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Fast Leader Show | Customer Experience Leadership
229: Karen Martin: The lack of clarity is costing us from 2019-06-12T08:30

Karen Martin had well more than fifty-percent of her revenue tied up in one industry back in 2008. When the economy went into shock she did as well. Fortunately, she was a saver and she survived...

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Fast Leader Show | Customer Experience Leadership
228: Doug Hall: I just can’t stay with the status quo from 2019-06-05T08:30

Doug Hall has an inherent fundamental curiosity within him and he stumbles along the way. He is always pulled to wonder, what if. It comes from within him and he loves it. All of his successes a...

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Fast Leader Show | Customer Experience Leadership
227: Alan Stein: I work hard to be coachable from 2019-05-29T08:30

Alan Stein Jr. spent most of his life with qualities that weren’t so endearing. But now he works hard on his self-awareness and clarity and to be coachable and open and to help others to raise t...

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Fast Leader Show | Customer Experience Leadership
226: Samuel Knickerbocker: I didn’t understand the impact I was having from 2019-05-22T08:30

Samuel Knickerbocker was showing up one way as a leader, but not the way he perceived himself. That’s when he decided to make a shift on how he interacted with people and to learn how to lead ou...

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Fast Leader Show | Customer Experience Leadership
225: Mark Brody: I focused on everybody being successful from 2019-05-15T08:30

Mark Brody was very focused on his team and wanting them to excel. Unfortunately, he realized it was because he wanted to have the recognition for himself and that he was failing to consider the...

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Fast Leader Show | Customer Experience Leadership
224: Fred Halstead: Be joyful about it from 2019-05-08T08:30

Fred Halstead’s positivity can drive people crazy, including his wife. But as a coach Fred knows he needs to empathize with others that are not like him. They may have regrets and need to work t...

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Fast Leader Show | Customer Experience Leadership
223: Douglas Gerber: How do you create high-performance teams? from 2019-05-01T08:30

Douglas Gerber was a Vice President at Pepsi when one of his regional managers gave him some terrible news. He was leaving for Coca Cola. Douglas found out he left because he felt he was not rea...

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Fast Leader Show | Customer Experience Leadership
222: Samuel Bacharach: Leaders listen, apologize, and move agendas from 2019-04-24T08:30

Samuel Bacharach was a new professor at Cornell and was called out for not following procedures by an office administrator. Initially, he refused to listen but then apologized for his behavior. ...

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Fast Leader Show | Customer Experience Leadership
221: Jessica Hartung: Change the way we think about work from 2019-04-17T08:30

Jessica Hartung is driven to build more mission-driven leaders. The things that are happening in our communities that are the fabric of our lives, are more often led by people who are self-inter...

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Fast Leader Show | Customer Experience Leadership
220: Sean Minter: They were eager, but didn’t have the tools. from 2019-04-10T08:30

Sean Minter had a client that was extremely customer experience oriented. But when he observed his staff trying to deliver a great customer experience on his client’s behalf, he realized they we...

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Fast Leader Show | Customer Experience Leadership
219: Stacey Hanke: My influence was redefined from 2019-04-03T08:30

Stacey Hanke was doing introductions for speakers early in her career and her boss said she needed to be recorded for feedback and coaching purposes. Stacey reluctantly complied and upon reviewi...

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Fast Leader Show | Customer Experience Leadership
218: Maryann Karinch: Cancer helped save my relationship from 2019-03-27T08:30

Maryann Karinch had a mountain climbing experience that was beautiful and satisfying. Not a real mountain climbing experience, but a figurative one. Along with her partner Jim they fought a comm...

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Fast Leader Show | Customer Experience Leadership
217: Marcia Daszko: I was not familiar with any of those terms from 2019-03-20T08:30

Marcia Daszko didn’t know what she didn’t know. Now, she’s a catalyst for challenging leaders to think differently to realize results never before achieved.  A protégé of Dr. W. Edwards Deming, ...

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Fast Leader Show | Customer Experience Leadership
216: Rick Miller: All I did was apply the lessons my dad taught me from 2019-03-13T08:30

Rick Miller has turned around businesses during a dot com bomb and lead organizations that had to deal with real bombs. And all he did was apply the great lessons his dad taught him at the kitch...

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Fast Leader Show | Customer Experience Leadership
215: Kory Angelin: Experience is how you sellout of your products from 2019-03-06T09:30

Kory Angelin was like many kids with parents that divorce. But unlike others key values were instilled in him that led to excelling in sales by emphasizing the customer experience. From fitness ...

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Fast Leader Show | Customer Experience Leadership
214: Cheryl Strauss Einhorn: Where I am may not be where somebody else is from 2019-02-27T09:30

Cheryl Strauss Einhorn grew up trying to investigate and get to know her father to develop a deeper relationship. This led her to develop the AREA Method that gives people a systematic approach ...

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Fast Leader Show | Customer Experience Leadership
213: Chris Westfall: There are no mistakes from 2019-02-20T09:30

Chris Westfall wrote down his desired salary on a napkin and the CEO accepted it. He started his new job but only a few weeks later, the CEO ended it. Chris moved his family to a new town for a ...

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Fast Leader Show | Customer Experience Leadership
212: Nathan Jamail: Buy-in almost ended my career from 2019-02-13T09:30

Nathan Jamail was given orders from his boss and like so many other leaders he tried to get his people to buy-in to the direction. But he learned that what every leader has been taught about buy...

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Fast Leader Show | Customer Experience Leadership
211: Ed Muzio: I needed to iterate from 2019-02-06T09:30

Ed Muzio was running an industry forum for the first time. While he followed the advice he received he missed a few key elements and the meeting went off the rails. Ed was the one that needed to...

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Fast Leader Show | Customer Experience Leadership
210: Amy Radin: Where’s your junkyard? from 2019-01-30T09:30

Amy Radin (RAY-DIN), was used to getting organizational resources to innovate and drive change. Then she met Drew and gained a new perspective that caused her to never again complain, or tolerat...

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Fast Leader Show | Customer Experience Leadership
209: Jamie Millar: A network is something powerful from 2019-01-23T09:30

James (Jamie) Millar needed a different professional platform. He looked around and was unable to find what he wanted to do, the way he wanted to do it. So, he created his own firm that leads ex...

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Fast Leader Show | Customer Experience Leadership
208: Ajit Nawalkha: I believe I can live big from 2019-01-16T09:30

Ajit Nawalkha used to have a constant dialogue of self-doubt. Coming from a background that was not very abundant, Ajit fought social comparison and feelings that he was not good enough. But ove...

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Fast Leader Show | Customer Experience Leadership
207: Michael Pace: Everybody is going to come to me from 2019-01-09T09:30

Michael Pace built the first social customer service team and became recognized as an industry expert. He used this fame to launch his own customer experience consultancy and then the reality of...

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Fast Leader Show | Customer Experience Leadership
206: Karen Chaston: I did not honor myself from 2019-01-02T09:30

Karen Chaston tragically lost her son Dan and she went straight back to work. She knew how to be a CFO, not a grieving mother. Eventually, she learned that his passing was meant for her to wake ...

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Fast Leader Show | Customer Experience Leadership
205: Joseph Michelli: Getting over my bad self from 2018-12-26T09:30

Joseph Michelli now helps organizations deliver extraordinary customer and employee experiences. But in his early twenties he was all about himself until he began a journey that taught him about...

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Fast Leader Show | Customer Experience Leadership
204: Matt Beckwith: I almost left the contact center from 2018-12-19T09:30

Matt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful q...

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Fast Leader Show | Customer Experience Leadership
203: Nick Friedman: I wasn’t going it alone from 2018-12-12T09:30

Nick Friedman started to franchise his company, College Hunks Hauling Junk in 2008, and then the economy collapsed. Nick and his partner struggled to move on. Then he found the confidence to kee...

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Fast Leader Show | Customer Experience Leadership
202: Hamish Knox: I just stopped learning from 2018-12-05T09:30

Hamish Knox had the worst 20-minutes of his life. He was on a prospecting call with a senior vice president of a chemical company and he failed miserably. He knew all of the content he needed to...

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Fast Leader Show | Customer Experience Leadership
201: Steve Farber: I couldn’t bear the moral dilemma that I had from 2018-11-28T09:30

Steve Farber had a moral dilemma with the business that he owned. So, he got out. But he had nothing to go to. Eventually, he flipped his radical leap into a 30-year career of helping leaders to...

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Fast Leader Show | Customer Experience Leadership
200: Dan Gingiss: There’s really only one thing to do here from 2018-11-21T09:30

Before becoming a social media expert, Dan Gingiss decided to join a friend in taking the GMAT. On standardized tests he typically does better on the math side and struggles on the verbal side. ...

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Fast Leader Show | Customer Experience Leadership
199: Brannon Beliso: Achievements and success are two different things from 2018-11-14T09:30

Brannon Beliso had no choice when he was a child, he was a victim. At some point Brannon the man had to make the better choices in his life that have led to greater self-discipline and founding ...

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Fast Leader Show | Customer Experience Leadership
198: David Hiatt: At what point am I going to take myself seriously from 2018-11-07T09:30

David Hiatt had friends that convinced him to enter a speech contest. He did it half way but soon realized that when he got into it, he was really good at affecting people and helping them to do...

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Fast Leader Show | Customer Experience Leadership
197: Bill Gessert: The skills sets to be a leader are completely different from 2018-10-31T08:30

Bill Gessert was a highly successful sales rep and was then promoted to become a disastrous sales manager. Bill eventually realized he was not a bad person, he just didn’t have the skills sets t...

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Fast Leader Show | Customer Experience Leadership
196: Alessandra Cavalluzzi: Obviously, this didn’t resonate with people from 2018-10-24T08:30

Alessandra Cavalluzzi planned an event where her company was going to give back to their local community. She planned for a huge turnout but it was disappointing at best. Instead of giving up, s...

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Fast Leader Show | Customer Experience Leadership
195: Glenn Elliott: Get on with it and stay resilient from 2018-10-17T08:30

Glenn Elliott was trying to grow his company by building a sales team. He had six false starts, received tons of advice and counsel, hired a guru that nearly bankrupted him just to find out that...

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Fast Leader Show | Customer Experience Leadership
194: Phyllis Weiss Haserot: The degree of frustration I felt is enormous from 2018-10-10T08:30

Phyllis Weiss Haserot shares the leadership skills she has had to lean on as her husband’s Parkinson’s disease rapidly progressed while she is passionately pushing forward her work in cross-gene...

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Fast Leader Show | Customer Experience Leadership
193: Aaron Edelheit: I’m going to turn off from 2018-10-03T08:30

Aaron Edelheit was grossly over-worked, over-whelmed and way too connected. He found himself becoming less and less productive despite investing more and more time. Not only was work suffering s...

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Fast Leader Show | Customer Experience Leadership
192: Simone Vincenzi: I basically made myself homeless from 2018-09-26T08:30

Simone Vincenzi decided to quit his job and go to school to learn how to run his own business. Tragically, his grandfather pasted away and Simone decided to travel back to his hometown in Italy ...

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Fast Leader Show | Customer Experience Leadership
191: Pete Williams: What was a massive win became our shackles from 2018-09-19T08:30

Pete Williams built a company selling phone systems but gradually learned he was not getting any repeat business. That’s when Pete and his team began to discover and implement the seven levers t...

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Fast Leader Show | Customer Experience Leadership
190: Ralph Welborn: What role do we play in business ecosystems from 2018-09-12T08:30

Ralph Welborn was working on a wicked problem with the Department of Defense, CEO’s, and Chief Security Officers of many different organizations. He had to get them all to be in service to fight...

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Fast Leader Show | Customer Experience Leadership
189: Brad Deutser: I’ve never looked back from 2018-09-05T08:30

Brad Deutser had a business partner for many years and he finally realized that the partnership didn’t work for him. He kept giving and giving and finally let go of the circuit breakers and the ...

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Fast Leader Show | Customer Experience Leadership
188: Howard Partridge: I was a terrible leader from 2018-08-29T08:30

Howard Partridge had the vision for a turnkey business. What he did not realize was that his strong out-going task-oriented, demanding, direct, defiant personality was really turning everybody o...

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Fast Leader Show | Customer Experience Leadership
187: Whitney Johnson: It’s not that I turned it around from 2018-08-22T08:30

Whitney Johnson was a star analyst working on Wall Street and she had a fantastic year, except when she got the feedback from all her peers. It was really bad. So, she got a coach and turned it ...

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Fast Leader Show | Customer Experience Leadership
186: Danita Bye: This is not about complaining - it’s about doing from 2018-08-15T08:30

Danita Bye and her husband decided to buy a snowmobile sleigh manufacturing company. Then El Niño moved in and stayed for three years. Danita was angry at everyone. Then a mentor told her to sto...

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Fast Leader Show | Customer Experience Leadership
185: Connie Malamed: You have to want to give to them from 2018-08-08T08:30

Connie Malamed wrote a book about visual language for instructional design to achieve quick and effective communication - but she had to speak about it. Considering herself more of a writer and ...

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Fast Leader Show | Customer Experience Leadership
184: Jack Bergstrand: It was an over-my-dead-body conversation from 2018-08-01T08:30

Jack Bergstrand was a young executive at Coca-Cola working on changing the distribution network to gain efficiency and lower costs. But his plan negatively impacted manufacturing, which he was n...

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Fast Leader Show | Customer Experience Leadership
183: Art Coombs: You label you from 2018-07-25T08:30

Art Combs overcame being labeled as lazy and stupid to becoming a CEO. Along the way he started several businesses, wrote a few books and traveled the globe as a contact center expert. He now st...

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Fast Leader Show | Customer Experience Leadership
182: Jonathan Low: If it fails, it’s not me failing from 2018-07-18T08:30

Jonathan Low worked 80 hours a week for two and a half years. Then his body collapsed and he began to doubt himself. It took him an entire year to recover and learn to change his perspective on ...

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Fast Leader Show | Customer Experience Leadership
181: Chris Dyer: In mid-air you change directions a few times from 2018-07-11T08:30

Chris Dyer quit his job and started a business in 2001, just two months after the biggest terrorist attack in American history. He took inspiration from tragedy. He rented every room in his hous...

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Fast Leader Show | Customer Experience Leadership
180: Greg Young: I needed to reframe what I considered to be successful from 2018-07-04T08:30

Greg Young needed to make changes quickly and radically to prevent losing market share. But he was ending each day with beating himself up because he was not completing his to-do list and it was...

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Fast Leader Show | Customer Experience Leadership
179: Jeff Piersall: It cost me a tremendous journey from 2018-06-27T08:30

Jeff Piersall was in a 14-year business relationship with who he thought was a good friend. But it ended in a betrayal. Despite another partner betrayal later in his career, Jeff holds on the be...

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Fast Leader Show | Customer Experience Leadership
178: Olga Mizrahi: I publicly thanked them for the negative review from 2018-06-20T08:30

Olga Mizrahi knows that reviews are part of the gig economy and the future of work. So, after reading a negative review about her book she had three choices that we all can choose to take. After...

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Fast Leader Show | Customer Experience Leadership
177: Eric Kish: They gave me 90 days to crash and burn from 2018-06-13T08:30

Eric Kish was placed in an oil refinery to turn it around. Overloaded with debt and crippled by equipment that had failed inspection, Eric thought he had no option but to go bankrupt. That’s whe...

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Fast Leader Show | Customer Experience Leadership
176: Dave Mattson: I’m forever grateful for my road to excellence from 2018-06-06T08:30

Dave Mattson had the opportunity to buy into an established business but was unable to secure the funding he needed. After being rejected by several bankers and taking a hit to his self-esteem, ...

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Fast Leader Show | Customer Experience Leadership
175: Cash Keahey: I had to win their respect as a leader from 2018-05-30T08:30

Cash Keahey was facilitating strategic planning for corporate executives when he realized he wanted to try leading people. He was placed in an operations role and was seen as a corporate outside...

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Fast Leader Show | Customer Experience Leadership
174: Jim Knight: I’ve got to be the shield and set the example from 2018-05-23T08:30

Jim Knight was asked by his CEO to deliver on a project with an extremely aggressive timeline. Despite all of their effort of working 18-20-hour days and on the weekends, Jim began to realize th...

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Fast Leader Show | Customer Experience Leadership
173: Doug Sandler: I had no system and that’s the problem from 2018-05-16T08:30

Doug Sandler was hired to be a DJ at a party hundreds of miles from his home. He was feeling on top of his game but within 15-minutes of the four-hour event, he realized why he was really hired ...

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Fast Leader Show | Customer Experience Leadership
172: Lori Bocklund: Life’s too short to live this way from 2018-05-09T08:30

Lori Bocklund and her husband lived in the Washington DC area during 9/11 and then the anthrax scare and the DC sniper. She was living in constant fear. Despite loving where they lived, they dec...

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Fast Leader Show | Customer Experience Leadership
171: Michael Gale: The ship we were part of building is no longer relevant from 2018-05-02T08:30

Michael Gale owned a number of trademarks on journey mapping when they built the methodology 14 years ago. But now he has to admit it’s no longer relevant because you can’t fit a journey map int...

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Fast Leader Show | Customer Experience Leadership
170: Jennifer Moss: It’s been a driver of my happiness from 2018-04-25T08:30

Jennifer Moss had two young kids when she founded her company and then her husband became almost fatally ill. They thought he would never walk again, but after a six-week recovery where he focus...

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Fast Leader Show | Customer Experience Leadership
169: Ian Golding: This is my reason for being from 2018-04-18T08:30

Ian Golding felt like he beat his head for 17 years working in an organization as a champion for the customer. Over the past 6 years he has traveled to over 60 countries and worked with organiza...

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Fast Leader Show | Customer Experience Leadership
168: Gabe Alves: This isn’t something that changes easily from 2018-04-11T08:30

Gabe Alves was working on a project that was going to digitally transform the way a hundred-year-old company managed its workforce. After weeks of presenting, Gabe finally got approval. Just pri...

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Fast Leader Show | Customer Experience Leadership
167: Heather Younger: I think I found exactly this place from 2018-04-04T08:30

Heather Younger was leading the entire client facing team for a company that was going through a big merger. After about a year into the merger the company culture took a nosedive. Heather went ...

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Fast Leader Show | Customer Experience Leadership
166: Jillian Medoff: My career had hit the skids from 2018-03-28T08:30

Jillian Medoff was a business consultant with a passion for being a novelist. After having sold a few novels she was unable to sell her next manuscript. That’s when the editor of her first novel...

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Fast Leader Show | Customer Experience Leadership
165: Tal Shnall: I fell on my face taking that position from 2018-03-21T08:30

Tal Shnall was promoted to managing a staff that was more than double the size of his previous role. But Tal did not realize that he was missing a lot of manager and leadership skills that would...

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Fast Leader Show | Customer Experience Leadership
164: Debi Mongan: I was totally wrong from 2018-03-14T08:30

Debi Mongan decided to take a break from her career to raise her daughter. After five years had passed Debi decided to go back to work. She thought she was going to re-enter where she left off. ...

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Fast Leader Show | Customer Experience Leadership
163: Jenny Dempsey: I took on this superwoman role from 2018-03-07T09:30

Jenny Dempsey was working more than 50 hours per week, she rarely took breaks, and had the highest amount of vacation in the entire company. She kept stuffing her emotions down and wore a smile....

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Fast Leader Show | Customer Experience Leadership
162: Dean Lindsay: I do now own my entire bio from 2018-02-28T09:30

Dean Lindsay had a client that hired him for sales training. Everything went great and participant feedback was high. But once the client learned that Dean had some minor roles as a professional...

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Fast Leader Show | Customer Experience Leadership
161: Steven Keith: I really didn’t know how to fix it from 2018-02-21T09:30

Steven Keith was hired by a creative agency to build their digital consulting practice. As Steven began to build his team, he was hiring people and managing the team in a culturally different wa...

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Fast Leader Show | Customer Experience Leadership
160: Christine Comaford: I had to reach to a deep place inside myself from 2018-02-14T09:30

Christine Comaford fell to the ground and her body couldn’t stay standing. She had just found out that her step son died unexpectedly at college. While trying to cope with this tremendous loss, ...

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Fast Leader Show | Customer Experience Leadership
159: Jeffrey Shaw: I was going to dominate the world from 2018-02-07T09:30

Jeffrey Shaw was tops in his class and returned home to launch his new business. Ready for success, Jefferey spent three long years moving down the path to failure. After he gave his best sales ...

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Fast Leader Show | Customer Experience Leadership
158: Darrin Poole: It was a challenge to my leadership from 2018-01-31T09:30

Darrin Poole was challenged as a leader. He had to engineer a mindset shift. He suspended the normal drills and implemented a game changing tactic that dramatically changed their performance and...

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Fast Leader Show | Customer Experience Leadership
157: Andy Swann: I got no satisfaction from my job from 2018-01-24T06:20:28

Andy Swann was at a barbeque when he congratulated a guy who said he was at his job for 10 years. The man said he hated it. Andy realized he was that man and decided to make a resolution to do s...

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Fast Leader Show | Customer Experience Leadership
156: Kimberly Davis: I really melted down from 2018-01-17T09:30

Kimberly Davis had an anxiety attack. Days before she was to give a TEDx talk about being brave she lost her brave. She began to fear the spotlight, failing to connect to her audience and missin...

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Fast Leader Show | Customer Experience Leadership
155: Peter Lisoskie: Sure, I’ll bet my job on it from 2018-01-10T09:30

Peter Lisoskie bet his job on a new idea. After numerous failures, Peter finally obtained 7 patents for his effort. Since then, Peter has focused his innovation on artificial intelligence and em...

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Fast Leader Show | Customer Experience Leadership
154: Kumar Mehta: There will always be someone who will listen from 2018-01-03T09:30

Kumar Mehta experienced a culture shock. After working for Microsoft for many years, he became the CEO of Blue Ocean Market Intelligence. The same people that used to respond to his emails and p...

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Fast Leader Show | Customer Experience Leadership
153: Vicky Oliver: It was a huge redirect for me from 2017-12-27T09:30

Vicky Oliver was working at an advertising agency on September 11, 2001. After that day, Vicky decided to do a career redirect. She set upon a path to use her skills in a different way that ulti...

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Fast Leader Show | Customer Experience Leadership
152: Rick Brinkman: I wasn’t trying to make a joke from 2017-12-20T09:30

Rick Brinkman knew he had to get better at presenting. While presenting to a large group, he was unable to understand why everybody began to laugh hysterically. But he learned one thing that has...

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Fast Leader Show | Customer Experience Leadership
151: Shawn Vij: I began to distance myself from my core values from 2017-12-13T09:30

Shawn Vij was just out of business school and he was given the responsibility of the accounting for a project. He spotted something shady in the books and began to ask questions. He must have as...

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Fast Leader Show | Customer Experience Leadership
150: Sean Hawkins: I was in a tough position from 2017-12-06T09:30

Sean Hawkins worked for a company that had been acquired twice in a short period of time. Sean had to navigate the delicate balance of being transparent where he could while upholding his respon...

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Fast Leader Show | Customer Experience Leadership
149: Erik Seversen: I realized part of the problem was myself from 2017-11-29T09:30

Erik Seversen had a horrible string of hiring the wrong person. That’s when he needed to do something different. He decided to totally change the interview process and his leadership style. Erik...

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Fast Leader Show | Customer Experience Leadership
147: Tim Perek: It was a stump the chump moment from 2017-11-15T09:30

Tim Perek carried his journey map and personas into a c-suite meeting with all of his research and data. He walked them through all of the ideation and through the prioritization. Then his momen...

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Fast Leader Show | Customer Experience Leadership
146: Steven Stein: I can fade out a bit from 2017-11-08T09:30

Steven Stein started a small business with his wife. He was responsible for doing many of jobs necessary to grow the company. But to grow, Steven had to learn a valuable lesson. He did and today...

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Fast Leader Show | Customer Experience Leadership
145: Jeff McManus: I had to start thinking what they wanted from 2017-11-01T08:30

Jeff McManus started a new job in a new town and was trying to understand and learn everything. One night while driving home after his night class, Jeff wrecked his car after falling asleep at t...

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Fast Leader Show | Customer Experience Leadership
144: Brian Biro: I’m no good because I’m never the best from 2017-10-25T08:30

Brian Biro was down on himself. He had a drive to be the best at whatever he did. He was very intense and was no fun to play with. That’s when he decided to change one word and it helped him to ...

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Fast Leader Show | Customer Experience Leadership
143: Josh Seibert Bio: I’m not good at giving up from 2017-10-18T08:30

Josh Seibert was a successful sales professional. He was promoted to a sales manager and all he had to do was teach people to be like him. Josh then proceeded to take a mediocre sales team and t...

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Fast Leader Show | Customer Experience Leadership
142: Andy Molinsky: I have so many situations outside my comfort zone from 2017-10-11T08:30

Andy Molinsky really believes in the stuff that he does. He sees that it really helps people. But not steeping outside of his comfort zone was keeping him from making a difference. Listen how he...

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Fast Leader Show | Customer Experience Leadership
141: Serena Smith: Life hasn’t necessarily been a cake walk for me from 2017-10-04T08:30

Serena Smith was 31-years old. She was shepherding a huge transition at work and a lot of people were looking to her for comfort and stability in the change. And her superiors were looking for r...

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Fast Leader Show | Customer Experience Leadership
140: Edwina Cowell: When people show you who they are believe them from 2017-09-27T08:30

Edwina Cowell and her team began to work with a developer for their website. She began to witness the developer being disrespectful, defensive, and angry. But she ignored those signs and the sit...

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Fast Leader Show | Customer Experience Leadership
139: Kendall Lyman: What is your change process from 2017-09-20T08:30

Kendall Lyman was a new consultant working in the oil industry. He was a strategist working with executives looking at the market and competitive analysis. As Kendall worked to implement change,...

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Fast Leader Show | Customer Experience Leadership
138: Jill Konrath: I’m over the hill, I lost my mojo from 2017-09-13T08:30

Jill Konrath was working with two big companies, consulting on product launches. Within three months, both of the companies eliminated outside consultants, due to pressure from Wall Street. Jill...

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Fast Leader Show | Customer Experience Leadership
137: Cort Dial: You’re not telling me the whole story from 2017-09-06T08:30

Cort Dial was working with the leaders on a capital project in Saudi Arabia. 3 years and 8 million man-hours where required to build this project. Cort asked the supervisors to go all in and sig...

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Fast Leader Show | Customer Experience Leadership
136: Keith Pearce: That’s probably where I grew up the most from 2017-08-30T08:30

Keith Pearce was a young manager working for a company that was in decline while living in Europe. He was given the corporate script to read as he told employees they no longer had a job. He pra...

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Fast Leader Show | Customer Experience Leadership
135: Kelli Barabasz: They were scared to death of me from 2017-08-23T08:30

Kelli Barabasz had the best team with the most sales. Then her manager asked her why her team performs. Kelli was shocked to hear her say that they perform in fear of her and not for her. Kelli ...

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Fast Leader Show | Customer Experience Leadership
134: Jonathan David Lewis: Our growth stopped. We went backwards. from 2017-08-16T08:30

Jonathan David Lewis and his company made the Inc. 500 Fastest Growing Companies list. And as soon as they made the list, their growth stopped. They went backwards. Over the next three years the...

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Fast Leader Show | Customer Experience Leadership
133: Sophie Wade: I realized it was a flexibility issue from 2017-08-09T08:30

Sophie Wade’s daughter complained that she never saw her. That’s when she decided to do research on how others managed being able to work less. She discovered that she could spend a year or more...

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Fast Leader Show | Customer Experience Leadership
132: Dianna Booher: I laid awake for two or three nights from 2017-08-02T08:30

Dianna Booher found herself with only 10 days of cash flow. She made a huge investment in developing people and was now faced with making a decision to lay them off. She was able to avoid that d...

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Fast Leader Show | Customer Experience Leadership
131: Diana Oreck: I was so obsessed with work from 2017-07-26T08:30

Diana Oreck is a recovering type-A person that was so obsessed with work, that her body started breaking down. She went for extended periods of only getting 3-4 hours of sleep per night and it t...

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Fast Leader Show | Customer Experience Leadership
130: Michele Borba: Changed my life on the spot from 2017-07-19T08:30

Michele Borba was in Rwanda distributing backpacks to deaf kids. Her transformational moment was when a sobbing child keep reading a hand-written note. If there’s any need for empathy, that chil...

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Fast Leader Show | Customer Experience Leadership
129: Judd Hoekstra: I had all that junk swirling around in my head from 2017-07-12T08:30

Judd Hoekstra got into a downward spiral. He got to the point where he was putting emphasis in the wrong area. It created a huge negative cycle for him and he didn’t even want to show up. That’s...

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Fast Leader Show | Customer Experience Leadership
128: Nat Greene: I found an inability to find reasonable people from 2017-07-05T08:30

Nat Greene has become a bit disillusioned by the direction of the country. The reason is because he has not been able to find reasonable people to find a reasonable discussion on things. People ...

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Fast Leader Show | Customer Experience Leadership
127: KH Kim: I focused on my weaknesses a lot from 2017-06-28T08:30

Dr. KH Kim was assigned to write and report the meeting minutes for her group faculty meetings. Not being experienced in spoken English, she struggled with slang and acronyms. She recorded and t...

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Fast Leader Show | Customer Experience Leadership
126: Dorie Clark: I was forced to master the skill of resiliency from 2017-06-21T08:30

Dorie Clark found her dream job. She thought it was going to last a lifetime. It lasted for only a year. As a journalist, the entire industry contracted and she had to adjust. Dorie was forced t...

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Fast Leader Show | Customer Experience Leadership
125: Bernie Swain: Ronald Reagan brought us great legitimacy from 2017-06-14T08:30

Bernie Swain was facing gargantuan competition to be the lecture agency that would represent President Ronald Reagan. He was certain that he would lose out to a more experienced and larger firm....

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Fast Leader Show | Customer Experience Leadership
124: Mark Babbitt: I had to expose my feelings from 2017-06-07T08:30

Mark Babbitt was always the man behind the curtain. He was the engineer in back that figured out how to get stuff done. But then his role changed. He had to blog and be vulnerable. He had to tak...

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Fast Leader Show | Customer Experience Leadership
123: Ilene Marcus: I had to cross a picket line from 2017-05-31T08:30

Ilene Marcus was a manager in a large bureaucracy that had a cost of living dispute with its labor union. The workers went on strike and Ilene needed to go to work. As she planned to cross the p...

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Fast Leader Show | Customer Experience Leadership
122: Claire Brooks: I wasn’t culturally understanding from 2017-05-24T08:30

Claire Brooks moved to Detroit, Michigan and found a senior role with an advertising agency. During her first meeting, she met with the brand manager for an American car brand and she began to m...

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Fast Leader Show | Customer Experience Leadership
121: Tracy Goodwin: I was getting beaten every night from 2017-05-17T08:30

Tracy Goodwin was a Freshman in college and was cast as the lead in a play. The young man playing opposite of her began to beat her as part of a scene. The intensity increased over time and Trac...

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Fast Leader Show | Customer Experience Leadership
120: Christine Porath: That really cost me in terms of happiness and stability from 2017-05-10T08:30

Christine Porath decided to take the non-traditional path. She wanted to make a difference and it wasn’t what they were looking for. As a result, she had to make a move and it set her back. And ...

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Fast Leader Show | Customer Experience Leadership
119: Simon Blair: I was spit thrown into the deep end from 2017-05-03T08:30

Simon Blair was a new call center team leader and instructed to increase sales by 400%. But as the new kid on the block he inherited the old school long-term employees that were resistant to cha...

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Fast Leader Show | Customer Experience Leadership
118: Dov Baron: I needed to fall and get smashed to pieces from 2017-04-26T08:30

Dov Baron was at the top of his career. After a long speaking tour he took a few days off and decided to go hiking with a friend. Instead of hiking, they decided to go free climbing. At 120 feet...

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Fast Leader Show | Customer Experience Leadership
117: Ron Carucci: I don’t know if I’m helpable or beyond help from 2017-04-19T08:30

Ron Carucci was at a place in his career where he was very discouraged and scared. He never thought he would be able to build a brand new set of muscles at a very seasoned part of his career. Bu...

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Fast Leader Show | Customer Experience Leadership
116: Joshua Spodek: I had to force my friends to read it from 2017-04-12T08:30

Joshua Spodek wrote a book and his friends said it sucked and was difficult to read. So he turned it all around and rewrote it. Every time he received feedback no matter how terrible it was ther...

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Fast Leader Show | Customer Experience Leadership
115: Kathleen Peterson: I actually flew off the handle from 2017-04-05T08:30

Kathleen Peterson was in the midst of a large training project when she clashed with the project manager. She was right and she chose to fight. This episode sent Kathleen on a journey of discove...

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Fast Leader Show | Customer Experience Leadership
114: Nancy Porte: I felt it in my bones from 2017-03-29T08:30

Nancy Porte was in customer service and knew that many of the problems they were reacting to should have never happened in the first place. So she decided to take on new job responsibilities wit...

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Fast Leader Show | Customer Experience Leadership
113: Ashish Bisaria: Are we doomed right out of the gate from 2017-03-22T08:30

Ashish Bisaria was leading a transformation team that needed to take thousands of people on a change journey. But one of his peers struggled with being able to take a large strategic vision and ...

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Fast Leader Show | Customer Experience Leadership
112: Marc Allen: I couldn’t make any money at anything from 2017-03-15T08:30

Marc Allen tried several things to make a living, but he was unable to make money at anything. When Marc turned thirty he had no money and was a total poverty case. That’s when he decided to pla...

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Fast Leader Show | Customer Experience Leadership
111: Bill Munn: I was tied up in my mind with financial security from 2017-03-08T09:30

In 2000 Bill Munn was soaring financially. But he was not focused on what he was best at. So Bill turned his business around and he lost of lot of clients and a lot of savings. Just before he go...

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Fast Leader Show | Customer Experience Leadership
110: Brian MacNeice: My future life wouldn’t make a difference from 2017-03-01T09:30

Brian MacNeice was working for a large advisory service firm. Brian began to worry as he reviewed the impact of his work. He realized that many of the clients he worked with were not interested ...

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Fast Leader Show | Customer Experience Leadership
109: Dayna Steele: I’ve never looked at it as failing from 2017-02-22T09:30

Dayna Steele had a very successful career as a radio disc jockey. Then she decided to quit her job and move to Los Angeles to pursue an acting career. After nine months she moved back home witho...

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Fast Leader Show | Customer Experience Leadership
108: Neal Topf: For 365 days I was miserable and I left from 2017-02-15T09:30

Neal Topf got his first job in New York City at the age of twenty-five in a large direct marketing agency. The boss that had hired him was wonderful during his interview, so Neal was excited to ...

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Fast Leader Show | Customer Experience Leadership
107: Carey Azzara: It threw my family into a collective depression from 2017-02-08T09:30

Carey Azzara was filled with grief as a youth. His sister passed away at a young age and Carey was deeply affected by the loss and from witnessing the grief of his parents. Fortunately for Carey...

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Fast Leader Show | Customer Experience Leadership
106: Wendy Keller: I was not physically able to sit up from 2017-02-01T09:30

Wendy Keller was not physically able to sit up because of the terrible injuries from the car accident that claimed the lives of her two young children. That’s when she decided to get involved wi...

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Fast Leader Show | Customer Experience Leadership
105: Charles Vogl: I would cry at night from exhaustion and stress from 2017-01-25T09:30

Charles Vogl served in the US Peace Corps in Northern Zambia. In a place very foreign to him than what he knew in Southern California. Charles lived in a mud hut with a grass roof and a mud floo...

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Fast Leader Show | Customer Experience Leadership
104: Al Hopper: I was beat physically and mentally from 2017-01-18T09:30

Al Hopper was getting beat physically and mentally. His entire team was down in the dirt. That’s when Al learned about the power and magic of words. When you need to rally the troops and things ...

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Fast Leader Show | Customer Experience Leadership
103: Nate Regier: I made two huge mistakes from 2017-01-11T09:30

Nate Regier made a significant leadership blunder. Until he made a bigger one. Nate published a story about a client and didn’t get permission from the CEO. He also wrote the story in a manner w...

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Fast Leader Show | Customer Experience Leadership
102: Michael Beck: I saw the impact of caring about people from 2017-01-04T09:30

Michael Beck was the executive director of a 500-person law firm. But his operating philosophy of listening to people’s concerns and eliciting their input was not matched by the attorney’s in th...

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Fast Leader Show | Customer Experience Leadership
101: Allison Smith: I found them very intrusive to life from 2016-12-28T09:30

Allison Smith was busy pursuing theater acting but was finding the hours and the income intrusive to her family life. That’s when Allison realized that doing voiceover allowed to her to be creat...

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Fast Leader Show | Customer Experience Leadership
100: John Lee Dumas: I invested in a mentor that kicked my butt from 2016-12-21T09:30

John Lee Dumas was all ready to push publish on his podcast and then all of a sudden fear took over. He pushed back his launch one week, then two, then four, then five. Finally his mentor interv...

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Fast Leader Show | Customer Experience Leadership
099: Steve Mariotti: They attacked me with knives from 2016-12-14T09:30

Steve Mariotti went out for a jog and was mugged by a bunch of young men with knives. Experiencing post-traumatic stress disorder, Steve was taught to change the sentences in his mind. As part o...

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Fast Leader Show | Customer Experience Leadership
098: Michael Teoh: I thought I could motivate my staff from 2016-12-07T09:30

Michael Teoh was working on growing his business and he was getting results. Michael kept pressing forward thinking he could motivate his staff to meet client demands. But his staff pushed back....

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Fast Leader Show | Customer Experience Leadership
097: Roberta O’Keith: I was in a dark place at my job from 2016-11-30T09:30

Roberta O’Keith found a fellow co-worker on the floor, non-responsive and barely breathing. As the person responsible for handling employee complaints about work, she knew stress finally took he...

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Fast Leader Show | Customer Experience Leadership
096: Paul Larsen: I became very alone overnight from 2016-11-23T09:30

Paul Larsen was promoted into a manager role. He wasn’t up for it so the authority went to Paul’s head. After a short period of time, Paul found himself all alone. One Thursday night, all of Pau...

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Fast Leader Show | Customer Experience Leadership
095: Steve Goldstein: You don’t get 30 mulligans from 2016-11-16T09:30

Steve Goldstein was thrilled to escape the cold of Chicago in February for a speaking engagement in Miami. As an executive at Sears, Steve loved to visit the stores on trips. But this time Steve...

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Fast Leader Show | Customer Experience Leadership
094: Kristy Powers: At 16 I had to live on my own from 2016-11-09T09:30

Kristy Powers was 16 years old and had to move away from home. As an honors student Kristy was determined to finish school. Needing to support herself, Kristy was able to find a source of income...

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Fast Leader Show | Customer Experience Leadership
093: Mark Nathan: I was leaving part of me behind from 2016-11-02T08:30

Mark Nathan built his young career as an actor and being in the film world. As he entered into the entrepreneur world it was difficult for him to let the film work go. That’s when Mark found a n...

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Fast Leader Show | Customer Experience Leadership
092: TwinEngine: It changed how we thought about marketing from 2016-10-26T08:30

Winnie Brignac Hart and Lorrie Brignac Lee lost 75 percent of their business in a weekend. Being based in New Orleans when hurricane Katrina hit, overnight they became a crisis communication fir...

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Fast Leader Show | Customer Experience Leadership
091: Wade Fransson: This is not the tent from 2016-10-19T08:30

Wade Fransson was a junior in High School and spent ten months living in a tent through the Alaskan winter. Having to endure the cold winter by using a portable stove served to be too much for W...

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Fast Leader Show | Customer Experience Leadership
090: Bob Burg: I resisted change and it set me back from 2016-10-12T08:30

Bob Burg is not a technical person by nature. He even built a business that did not depend on technology. Despite several people warning him that he needed to learn technology, he got complacent...

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Fast Leader Show | Customer Experience Leadership
089: Doug Woodard: I could not disclose what had happened from 2016-10-05T08:30

Doug Woodard was new to his company when he had to terminate a long tenured employee. Doug faced a lot of fear in letting her go and facing the team. While wanting to take ownership of the decis...

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Fast Leader Show | Customer Experience Leadership
088: Jocelyn Davis: I no longer had a platform from 2016-09-28T08:30

Jocelyn Davis got a splash of cold water in her face. Being an executive at a consulting firm she was easily published by Harvard Business Press. But when she tried to get her next book publishe...

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Fast Leader Show | Customer Experience Leadership
087: Roy Atkinson: Despite the fact that I grew up privileged from 2016-09-21T08:30

Roy Atkinson grew up as a privileged kid. Then Roy found himself needing to work his way through high school and college while his mother tended to her ailing mother and Roy’s father. Roy had to...

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Fast Leader Show | Customer Experience Leadership
086: Ann Parker: I had kind of lost my power from 2016-09-14T08:30

Ann Parker was in her twenties and had become a shrunken version of herself. She lost confidence in herself and lost her identity. Her world and her future came crashing down and that’s when she...

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Fast Leader Show | Customer Experience Leadership
085: Bob Tiede: I didn’t think my heart was wrong from 2016-09-07T08:30

Bob Tiede had an Executive Vice President volunteer to fund raise for the organization he worked for. After two years he resigned. Shortly after that Bob learned the reason he resigned. It was b...

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Fast Leader Show | Customer Experience Leadership
084: Brian Sullivan: They all had their political agendas from 2016-08-31T08:30

Brian Sullivan worked for an organization that would bring together an executive committee to make decisions on business they wanted to pursue. Because of all of their political agendas, the sys...

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Fast Leader Show | Customer Experience Leadership
083: Mike Wittenstein: I am by no means an actor from 2016-08-24T08:30

Mike Wittenstein had not acted since his junior high school play. But he decided to take an acting class and it helped him to grow his business. Listen to Mike tell his story of how he discovere...

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Fast Leader Show | Customer Experience Leadership
082: Megan Constantino: From that hump I got a baby bump from 2016-08-17T08:30

Megan Constantino decided to go on national television to share one of the most un-cool, un-sexy things you could think about. Being completely driven by God, she and her husband Frank decided t...

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Fast Leader Show | Customer Experience Leadership
081: Bill Dann: My Inadequacies led to him being crushed from 2016-08-10T08:30

Bill Dann was working for a native Alaskan run organization. The Board of Directors put a lot of pressure on Bill to replace himself with an Alaskan native, since it was the purpose of the organ...

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Fast Leader Show | Customer Experience Leadership
080: Paul Maskill: I wasn’t really helping the business grow from 2016-08-03T08:30

Paul Maskill was doing all of the busy admin work in his business. Paul was working 60-80 hours per week but was not leading his business. He was failing to take his business to the next level. ...

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Fast Leader Show | Customer Experience Leadership
079: Curtis Kopf: It takes time to get over that from 2016-07-27T08:30

Curtis Kopf has a point of view on what he wants to do and he just wants to go do it. But when Curtis encounters someone with differing opinions he has had to learn how to prevent himself from d...

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Fast Leader Show | Customer Experience Leadership
078: Bob Anderson: It meant bigger changes than I was up for from 2016-07-20T08:30

Bob Anderson started his career in the family business making hog food and dog food. One evening, while cleaning out a rail car full of feed ingredients, Bob said something out loud that sent hi...

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Fast Leader Show | Customer Experience Leadership
077: Adam Dorrell: It can be the kicker that gets you going from 2016-07-13T08:30

Adam Dorrell had been made redundant three times in his career. The first time he had small children. The most recent time he had another set of small children. Listen to what happened to Adam a...

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