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In this episode of SIMPLE brand, I talk with Joe Macleod, founder of andEnd and author of Ends and Endineering. He helps brands  intentionally design better customer endings. Joe and I explore why the end of the customer experience is so often overlooked, why an ending can influence how customers remember the entire relationship, and why businesses need to think about endings as something they can actually design rather than something that simply happens. We also talk about the different kinds of endings customers experience - from the end of an individual transaction or product to the end of an ongoing customer relationship - and why making it easier for customers to leave can actually strengthen your brand. What You’ll Learn Why businesses invest so much in the beginning of the customer journey but often neglect the endThe difference between the end of a transaction, the end of a product or service, and the end of a customer relationshipWhy a customer's final experience shapes how they remember the entire relationshipHow to identify how your customer experience ends today and how to design how it should endWhy making it easier for customers to leave doesn't mean losing more customersHow intentionally designed endings preserve trust and make it easier for customers to returnWhy customer offboarding should be treated as part of the customer experienceWhy the increase in AI makes intentionally designed endings even more important Chapters 00:00 Introduction to Designing Endings in the Customer Journey 03:53 Defining Customer Journey Endings 04:48 The History and Psychology of Endings 07:58 Why Brands Neglect Customer Offboarding and Endings 11:21 Sustainability, Trust, and Product Endings 16:28 The Different Types of Customer Endings 21:25 How to Analyze Your Customer Journey Ending 24:15 How to Design the End of the Customer Experience 28:31 How Simple Endings Increase Customer Retention and Exits Brand Loyalty 36:44 How AI and Automation Effect Customer Endings 41:53 Joe's 5-song Playlist About Joe Macleod Joe Macleod is the founder of andEnd, the world's first business dedicated to designing customer endings. He’s the pioneer of Endineering, a recognized expertise in sustainable consumption and ethical customer offboarding. And Joe is the author of Ends and Endineering. Connect with Joe Macleod Joe’s website Joe on LinkedIn Joe’s book - Endineering Get 25% off with this discount code: NCKEV Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube  Matt on LinkedIn  Matt on Instagram  Subscribe to the SIMPLE brand newsletter  Subscribe to the SIMPLE brand show

In this SIMPLE brand episode, I talk with Greg Tucker, CEO of Tucker & Company and author of Frictionless Brand Experience. Greg shares the six sources of customer friction that can keep you from delivering on your brand promise - and how reducing the right friction can improve the experience for your customers and your employees.     We also explore an important question: Should your goal really be to eliminate all friction? Greg and I discuss why some “productive friction” actually creates a better experience - and why removing too much friction can sometimes remove something your customers value.    What You’ll Learn * The difference between customer experience and brand experience - and why your brand promise matters * The six types of friction that can keep you from delivering the customer experience you promise * Why solving internal friction shouldn’t mean transferring more work to your customers * How frontline employees can help you uncover friction your leaders may never see * Why too much information creates decision friction - and how to give customers just what they need when they need it * How observing customer behavior reveals problems that surveys alone may miss * Why 100% frictionless isn’t necessarily the goal * How to stay connected to your customers as your organization grows Chapters 00:00 Introduction to Frictionless Brand Experience 04:34 The Difference between customer experience and brand experience 06:34 The importance of delivering on your brand promise 06:57 How FedEx delivers on its brand promise 08:41 Aligning employee and organizational efforts with brand promise 11:00 Overcoming organizational friction and silos 13:10 The role of leadership in customer-centric culture 18:28 The relationship between employee experience and customer experience 24:05 How to identify friction points in your customer experience 26:26 The negative impact of decision friction and cognitive load 31:27 When some friction is actually valuable 32:56 Brand personality and the role of intentional friction 39:16 Greg’s 5-song playlist  About Greg Tucker Greg Tucker is CEO of Tucker & Company, a customer experience advisory firm that helps organizations improve customer experience and business performance. He’s the author of Frictionless Brand Experience, which explores how organizations can identify and eliminate the friction that gets in the way of growth and a consistent brand experience. Greg’s work combines customer research, journey mapping, user experience design, and practical strategies to help organizations better understand their customers and deliver on their brand promise every time. Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube  Matt on LinkedIn  Matt on Instagram  Subscribe to the SIMPLE brand newsletter  Subscribe to the SIMPLE brand show

Register to attend the 2026 CX Day Celebration in-person or virtually. In this SIMPLE brand episode, I talk with CX leader and CX Accelerator co-founder Nate Brown about his concept of Servant Challenger Leadership - combining the service, humility, and trust-building of servant leadership with the courage to challenge old systems, assumptions, and ways of working. We explore how CX leaders can create psychological safety without creating complacency and create an environment where people can challenge ideas, collaborate, and move through change together. What You’ll Learn * Why challenging the status quo isn’t enough to lead meaningful organizational change * How Servant Challenger Leadership combines service, trust, and productive challenge * Why psychological safety shouldn’t mean avoiding disagreement, discomfort, or change * How “creative abrasion” helps teams collaborate, innovate, and develop better ideas together * Why CX leaders need cross-functional allies to create lasting customer experience change * How leaders can create an environment where great ideas emerge instead of trying to have all the answers themselves * The attributes needed to lead people through change * How to help employees participate in customer-centric change Chapters 00:00 Introduction to Servant Challenger Leadership 03:19 The Servant Challenger Leadership Model 12:47 How to Manage Psychological Safety and Creative Tension 17:53 Leaders Need Desire, Confidence, and Capabilities 22:39 Leading Change With a Change Management Coalition 29:09 Examples of Brands Demonstrating Customer Curiosity 33:35 Learn All About the CX Accelerator Community 38:10 The 2026 CX Day Celebration 39:40 Nate's 5-Song Playlist 44:08 2026 CX Day Celebration Details About Nate Brown Nate Brown helps organizations better understand and serve their customers. As a CX practitioner, consultant, and leader, he’s built contact centers from scratch, led complex CX functions, and helped organizations create stronger connections between employees and customers across multiple industries. Nate is also the co-founder of CX Accelerator, a global community of over 5,000 customer experience professionals helping one another grow throughout their careers.  Connect With Nate Brown Register for the 2026 CX Day Celebration Nate’s Website  CX Accelerator  Nate on LinkedIn  Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube  Matt on LinkedIn  Matt on Instagram  Subscribe to the SIMPLE brand newsletter  Subscribe to the SIMPLE brand show

In this episode, I sit down with brand strategist and behavioral science expert Kevin Perlmutter, founder of Limbic Brand Evolution and author of Brand Desire, to explore how understanding your customers' emotional motivations can change the way you attract and retain them. Kevin explains why traditional brand strategy often leaves out one important person - the customer. We explore why asking “What do we want our customers to feel?” is the wrong question, what brands can learn by actually talking with their customers, and how customer insight can become one of your greatest competitive advantages. What You’ll Learn Why brands often misunderstand what their customers actually care aboutThe difference between how you want customers to feel and how customers want to feelWhy focusing on your brand's “why” without understanding your “who” can lead you in the wrong directionWhy emotions influence customer decisions more than most brands realizeWhy repeat customers aren't necessarily loyal customers - and how habit can disguise itself as loyaltyHow customer insight can align your entire organization around what matters most to customers Chapters 0:00 Introduction to Brand Desire 03:13 Advertising and Neuroscience 06:43 The Importance of Emotional Insight in Branding 10:34 Focus On Your WHO as Much as Your WHY 15:11 Finding Shared Emotional Motivation Between the Customer and Your Brand 16:28 When Brands Are Surprised by Customers' Motivations 23:21 Differentiating Customer Habit from True Loyalty 27:22 The Focus, Connect, Evolve Framework 31:28 How to Ensure Consistency Across All Interactions 33:59 Kevin's 5-Song Playlist About Kevin Perlmutter Kevin Perlmutter is a brand strategist, behavioral science expert, and author of Brand Desire: Spark Customer Interest Using Emotional Insights. He's the founder and chief strategist of Limbic Brand Evolution and creator of Limbic Sparks® Brand Strategy, an approach that helps brands better understand the emotional motivations that drive customer behavior. Connect With Kevin Perlmutter Kevin’s Website  Kevin on LinkedIn  Kevin’s book - Brand Desire: Spark Customer Interest Using Emotional Insights  Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube  Matt on LinkedIn  Matt on Instagram  Subscribe to the SIMPLE brand newsletter  Subscribe to the SIMPLE brand show

In this episode, I sit down with Joe Pine, co-author of the book The Experience Economy and author of The Transformation Economy, to explore why even a great customer experience may no longer be enough. We explore what it means to move from creating experiences to guiding transformations, how to understand your customers' aspirations, and what brands can do to intentionally help customers become who they want to become. What You’ll Learn Why memorable customer experiences are no longer enough—and what customers increasingly want insteadHow to shift from asking what your customers want to understanding who they want to becomeWhy your customers’ transformation journey is different from the traditional customer journeyWhy transformation requires understanding customers as individuals—and creating experiences around their unique starting points and aspirationsHow “time well invested” creates greater value than simply saving customers time or giving them time well spentHow helping customers, employees, and communities flourish can become a higher purpose for your business Chapters 00:00 Introduction to the Transformation Economy 03:16 27 Years of The Experience Economy 05:48 Today Customers Want a Transformative Experiences 11:15 What Customers Are Looking For in Transformative Experiences 16:52 You Need to Understand Individuals to Give a Personalized Experience 22:46 The Influence of Time in Transformative Customer Experiences 25:32 Designing Your Customer Experience As Time Well Invested 28:32 How to Help Your Customers Flourish 31:59 Convincing Your C-Suite to Buy Into Helping Customers Flourish 34:49 How to Help Your Employees to Flourish 37:02 Joe's 5-Song Playlist About Joe Pine Joe Pine is an internationally acclaimed author, speaker, and advisor who helps businesses design new ways of creating value for their customers. He is the co-author of the groundbreaking book The Experience Economy and author of The Transformation Economy: Guiding Customers to Achieve Their Aspirations. Connect With Joe Pine Joe’s Website  Joe on LinkedIn  Joe’s Book - The Transformation Economy   Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube  Matt on LinkedIn  Matt on Instagram  Subscribe to the SIMPLE brand newsletter  Subscribe to the SIMPLE brand show

Have you ever wondered why some relationships naturally grow stronger while others slowly drift apart—even when you have the best intentions? Your strongest relationships won't be built through grand gestures. They'll be built through simple, intentional habits. In this episode, I sit down with relationship strategist, keynote speaker, and author of The Relationship Advantage, Barb Betts, to discuss what it really takes to build, strengthen, and nurture meaningful relationships. What You’ll Learn Why your most important relationship may be the one you neglect the mostWhat self-doubt and imposter syndrome may actually tell youThe three ingredients every meaningful relationship needsWhy knowing a lot of people isn’t the same as making people feel knownA better method than asking for referrals for your businessWhy treating everyone the same is actually harmfulA simple system for keeping your most important relationships from driftingThe five-minute daily habit that will transform your customer, professional, and personal relationships Chapters 0:00 Introduction to Relationships and Their Importance 03:14 Are Business Relationships Limited to Sales Relationships? 08:30 Your Most Important Relationship 14:01 Managing Self-Doubt and Imposter Syndrome 17:17 The Right Way to Show Vulnerability in Relationships 21:33 The Difference Between Knowing People and Making People Feel Known 24:39 The Right Way to Ask For Referrals 30:05 A System For Managing Your Relationships 35:52 Barb's 5-Song Playlist About Barb Betts Barb Betts is a keynote speaker, CEO, relationship strategist, and author of The Relationship Advantage. For more than 23 years, she has helped leaders, sales professionals, and business owners build stronger customer and professional relationships that drive growth, trust, and long-term success. After building and sustaining a seven-figure business for more than a decade with no ad spend or cold outreach, Barb now teaches strategies for building authentic relationships that fuel both business and life. Connect With Barb Betts Barb’s Website Barb’s Book - The Relationship Advantage Barb on LinkedIn Barb on YouTube Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube  Matt on LinkedIn  Matt on Instagram  Subscribe to the SIMPLE brand newsletter  Subscribe to the SIMPLE brand show

In this episode, I sit down with marketing professor, consultant, and keynote speaker Jim Karrh, author of The Science of Customer Connections: Manage Your Message to Grow Your Business. Together, we explore why so many brands unintentionally confuse customers, why sales teams are often far more confident in what they sell than in how they talk about it, and how clear, customer-focused messaging can transform everyone—from marketing and sales to customer experience and frontline employees—into stronger ambassadors for your brand. What You'll Learn Why brands with great products still struggle to communicate their value.How your customers compare you on price when your messaging sounds like everyone else's.The three biggest warning signs your messaging isn't working.How to create messaging that's consistent without turning your employees into scripted robots.Why talking about your customer's world is more persuasive than talking about your own.The three components every brand needs to create clear, consistent messaging.How expertise and empathy work together to build trust with customers.Why your employees may be your most overlooked brand messengers. Chapters 00:00 Introduction to The Science of Customer Connections 03:37 Understanding Messaging Gaps in Organizations 04:28 What Holds Brands Back With Their Messaging 05:24 The Confidence Gap Every Sales Team Faces 10:01 The 3 Big Symptoms of Poor Messaging 18:45 The Importance of Consistency and Cohesiveness in Messaging 19:52 The 3-Point Strategy for Effective Messaging 23:59 How to Ensure Your Message Is Trustworthy 29:03 The Role of Messengers in Communication 33:23 Using Word of Mouth to Spread Your Message 35:50 How AI Can Help or Hinder Our Messaging Efforts 39:38 Jim's 5-Song Playlist About Jim Karrh Dr. Jim Karrh is a marketing professor at The University of Alabama's Culverhouse College of Business. Roll Tide Roll! He’s also a keynote speaker, consultant, and author of The Science of Customer Connections: Manage Your Message to Grow Your Business. Drawing from experience as a chief marketing officer, researcher, entrepreneur, and consultant, Jim helps B2B sales and marketing teams develop clearer, more customer-focused messaging that drives growth. He also hosts The Manage Your Message Podcast and is a frequent contributor to leading business and marketing publications. Connect with Jim Karrh Jim on LinkedIn  Jim’s Book - The Science of Customer Connections: Manage Your Message to Grow Your Business Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube  Matt on LinkedIn  Matt on Instagram  Subscribe to the SIMPLE brand newsletter  Subscribe to the SIMPLE brand show

In this episode, I sit down with leadership expert, keynote speaker, and author Stephen Baer to discuss his latest book, Stickology: How to Build Unbreakable Connections with Employees and Customers for Life. We discuss why emotional connection has become one of the greatest leadership opportunities organizations face today. From customer experience and employee engagement to leadership and organizational culture, we explore what it takes to create environments where people feel seen and valued—and why the organizations that earn lasting customer and employee loyalty use meaningful connection to create lasting engagement. What You'll Learn Why communication alone doesn't create lasting customer and employee loyaltyThe difference between connection and true engagement - and why that mattersStephen's Velcro vs. Glue analogy for understanding why some relationships stick while others don'tHow the Greet. Know. Grow. framework helps leaders build stronger relationships with employeesWhy helping people feel seen, valued, and understood creates better customer experiences, stronger cultures, and more engaged employeesWhat makes Trader Joe's customer experience so different - and why it starts with employee empowerment Chapters 00:00 Introduction to Stickology 02:50 Why Employees Are Emotionally Disconnected to Work Today 04:46 The Difference Between Employee Connection and Engagement 05:56 The Financial Impact of Employee Engagement 08:25 Case Study: Shein vs. Life is Good 10:49 Trader Joe's: A Model for Employee Engagement 14:20 The 3 Requirements For Creating Employee Engagement 17:17 The Secret Mindset to Valuing Your Employees 19:01 How to Know If Your Employees Are Engaged 24:04 The Need to Protect Your Employees 28:00 Balancing Between Good and Bad Friction 33:30 How Leaders Can Create Engagement in the Next 30-60-90 Days 37:33 Stephen's 5-song Playlist About Stephen Baer Stephen Baer is a leadership expert, entrepreneur, investor, and author of the #1 best-selling book Stickology: How to Build Unbreakable Connections with Employees and Customers for Life. For more than 30 years, he has helped organizations build stronger leaders, healthier cultures, and more meaningful connections with customers and employees. He also hosts the Stickology podcast. Connect with Stephen Baer Stephen’s Website  Stephen on LinkedIn  Stephen’s Book - Stickology: How to Build Unbreakable Connections with Employees and Customers for Life Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube  Matt on LinkedIn  Matt on Instagram  Subscribe to the SIMPLE brand newsletter  Subscribe to the SIMPLE brand show

What makes luxury hospitality feel different? Most people assume it's the beautiful hotels, premium amenities, and five-star service. But the real secret is much simpler. It's making customers feel like they're the only customer. In this episode, I sit down with customer experience strategist, former Five Diamond concierge, and author Jamie Cooperstein to discuss her book, True Hospitality: Lessons Learned from Behind the Concierge Desk. Drawing from more than a decade serving luxury guests face-to-face, Jamie shares the lessons she learned about creating emotional connections, anticipating customer needs, empowering employees, and delivering experiences people never forget. Whether you work in hospitality or not, the principles Jamie shares can help you create more personalized, memorable customer experiences. What You'll Learn The difference between service and hospitality - and why hospitality creates emotional connectionsHow luxury brands make customers feel like they're the only customerThe five keys to service excellenceHow to anticipate customer needs before they askThe right way to handle service recoveryWhy supportive leadership creates better customer experiencesHow to empower employees to make decisions in gray areas Chapters 00:00 Introduction to True Hospitality 00:42 The Unique Perspective of a Concierge 04:19 Defining True Hospitality 10:34 The 5 Keys to Service Excellence 21:47 How to Ensure Effective Service Recovery 23:43 Navigating High Customer Emotions 26:50 The Power of Supportive Leadership 32:05 How to Empower Employees in Gray Areas 39:26 Jamie's 5-Song Playlist About Jamie Cooperstein Jamie Cooperstein is a customer experience strategist, speaker, and former Five Diamond concierge. Drawing on more than a decade of experience serving luxury hotel guests, she helps organizations create exceptional customer experiences through hospitality, personalized service, employee empowerment, and leadership. Jamie is the author of True Hospitality: Lessons Learned from Behind the Concierge Desk, a memoir that shares the stories and lessons she learned while serving guests at some of Philadelphia's most prestigious properties. Connect with Jamie Cooperstein Jamie’s Website  Jamie on LinkedIn  Jamie’s Book - True Hospitality: Lessons Learned from Behind the Concierge Desk Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube  Matt on LinkedIn  Matt on Instagram  Subscribe to the SIMPLE brand newsletter  Subscribe to the SIMPLE brand show

Why do some brands create repeat customers, while other brands create loyal customers—and the very best brands create loyal brand fans? The answer isn't just a better product. It isn't a bigger marketing budget. And it isn't a loyalty program. It's about creating an emotional connection that makes customers feel like they belong. In this episode, I sit down with customer experience strategist, Fractional Chief Customer Officer, and author Christina Garnett to discuss her book, Transforming Customer-Brand Relationships. We explore why customers don't want to feel like transactions, how brands create genuine community, what drives long-term loyalty, and what it takes to turn customers into loyal brand fans. What You'll Learn How treating customers like transactions kills long-term loyaltyThe best ways to truly understand your customers and their needsWhy organizational silos create friction in the customer experienceThe right - and wrong - ways to build a brand communityHow to move customers from repeat purchases to loyalty to true brand fandomWhy surprise and delight often fails to create lasting customer loyaltyHow game theory can transform the way you think about customer relationships Chapters 00:00 Introduction to Transforming Customer Brand Relationships 01:28 Defining Customer Experience 03:34 How Brands Treat Customers Like Transactions 07:24 The Ideal Methods For Understanding Your Customers 10:17 Breaking Down Silos for Better CX 13:03 The Right and Wrong Ways to Create a Brand Community 16:33 Repeat Customers to Loyal Customers to Brand Fans 20:44 Hierarchy of Customer Delight 22:51 The Importance of Genuine Customer Engagement 24:48 Creating Memorable Customer Experiences 27:06 The Gap Between Customer Perception and Leadership Assumption 29:13 The Little Things Matter in Customer Experience 31:38 Applying Game Theory in Customer Experience 35:45 Connecting Employee Experience to Customer Experience 37:50 Christina's 5-song Playlist About Christina Garnett Christina Garnett is a customer experience strategist, Fractional Chief Customer Officer, founder of Pocket CCO, and author of Transforming Customer-Brand Relationships. She helps organizations strengthen customer relationships, improve retention, build meaningful communities, and create experiences that inspire loyalty.  Connect with Christina Garnett Christina’s Website  Christina’s Book - Transforming Customer-Brand Relationships Christina on LinkedIn  Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube  Matt on LinkedIn Matt on Instagram  The SIMPLE brand newsletter

Customer service leaders are under increasing pressure to use AI and automate more of the customer experience. But how do you know what should be automated—and what should stay human? It turns out, automation for automation’s sake isn’t your goal. Creating a better customer experience is. In this episode, I sit down with customer service expert, trainer, and author Jeff Toister to discuss his latest book, Human Service: The Skills AI Can't Replace. We explore where AI can improve the customer experience, where it often falls short, and why the organizations that win won't be the ones that automate everything—they'll be the ones that know when human service matters most. What You'll Learn Why customers don't mind AI when it works—but hate it when it doesn'tJeff's simple framework for deciding what should and shouldn't be automatedThe three human service skills AI can't replaceWhy connection still matters in a world filled with automationHow understanding a customer's true needs leads to better outcomesThe critical role advocacy plays in creating better customer experiencesWhat Chick-fil-A gets right about balancing technology and hospitalityHow AI can amplify both great and terrible customer experiencesThe iceberg exercise that helps uncover hidden customer experience problems Chapters 00:00 Introduction to Human-Centric AI 05:07 Customers' Biggest Frustrations with AI 09:03 How to Decide What to Automate vs Humanize 12:55 The Value of Genuine Human Interaction 20:47 How Chick-fil-A Excels by Prioritizing Human Service 24:03 In-N-Out Burger Prioritizes Quality Over Automation 27:52 Drawbacks to Relying Solely on AI 32:25 How to Use AI to be More Proactive in Customer Service 35:04 The Iceberg Approach to Finding Hidden Issues in Customer Experience 37:00 One Change to Make to Instill Human Service Into Your CX About Jeff Toister Jeff Toister is a customer service consultant, trainer, speaker, and bestselling author who helps organizations build stronger customer-focused cultures. He is the author of multiple customer service books, including Human Service: The Skills AI Can't Replace, and has worked with organizations ranging from Fortune 500 companies to small businesses and government agencies.  Connect with Jeff Toister Jeff’s Website  Jeff’s Book - Human Service Book  Jeff on LinkedIn  Jeff’s Customer Service Tip of the Week  Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube here  Matt on LinkedIn  Matt on Instagram  SIMPLE brand newsletter

Why does customer loyalty seem harder to earn than ever before? Customers have more choices, higher expectations, and less patience than ever. At the same time, many organizations are struggling to understand why customers aren't as loyal as they once were. In this episode, I sit down with customer experience expert, keynote speaker, and author Jeannie Walters to discuss her new book, Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations, and why customer loyalty has become so fragile. What You'll Learn in This Episode Why customer loyalty is becoming more fragile than ever beforeThe exercise that helps align an entire organization around customer experienceThe difference between reactive customer service and proactive customer experienceWhy emotions play a bigger role in customer loyalty than many organizations realizeWhy small moments often have a bigger impact than big momentsThe role intentional leadership plays in creating a better customer experience Chapters 00:00 Introduction to Experience Is Everything 05:10 Creating a Customer Experience Mission Statement 11:13 The Importance of Internal Alignment 15:03 Bridging the Gap in Customer Loyalty and Customer Expectations 18:57 Proactive vs. Reactive Customer Experience 21:03 Managing Negative Emotions in Customer Experience 25:25 The Power of Small Moments 32:23 Jeannie's Experience Is Everything 5-Song Playlist About Jeannie Walters Jeannie Walters is an award-winning customer experience expert, keynote speaker, founder of Experience Investigators, and author of Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations. Through her consulting and speaking, she helps organizations improve customer loyalty, increase retention, and create more customer-centric experiences. Connect with Jeannie Walters Jeannie’s Website  Experience Investigators  Jeannie’s Book - Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations  Jeannie on LinkedIn  Connect with Matt Lyles Check Matt's speaking availability  Subscribe on YouTube Matt on LinkedIn  Matt on Instagram  Subscribe to Matt's newsletter Subscribe and listen on Apple Podcasts  Subscribe and listen on Spotify

In this week’s episode of the SIMPLE brand podcast, I talk with Steven Van Belleghem. Steven is one of the top customer experience thought leaders in the world. He’s helped world-leading companies like Disney, Mastercard, Mercedes, and Salesforce learn how to be more customer-centric.  And Steven is the author of six bestselling books including his latest - A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture. Here’s what we discuss: How to know if your brand is truly customer-centricThe value of adding emotion to customer relationshipsHow details make the difference in your customer experienceThe barriers that keep brands from being customer-centricHow to instill effective empathy in your customer experienceThe secret to customer loyalty is being more loyal to your customers RESOURCES FROM THIS EPISODE: Steven's websiteSteven’s book - A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture Steven’s free resource - How to Become a Shiny Diamond WorkbookSteven's YouTube channel Steven on LinkedInSIMPLE brand Podcast #35 - Create a Customer-Centric Experience

In this week’s episode of the SIMPLE brand podcast, I talk with Michael Hinshaw. Michael’s the founder and president of customer experience consultancy McorpCX where they help brands make customer experience easier for their leadership, their people, and their customers. He’s recognized on over a dozen "Top Global CX Influencers" lists.  And Michael’s the co-author of two best-selling books including his latest - Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It. Here’s what we discuss: Who really defines your customer experienceIt takes more than surveys to understand your customersHow to align silos in your organizationNon-customer facing teams still impact the customer experienceHow your culture drives your customer experience approachRESOURCES FROM THIS EPISODE: McorpCXMichael’s book - Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It Michael’s book - Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them Michael on LinkedIn

In this week’s episode of the SIMPLE brand podcast, I talk with Tamsen Webster. Part message designer, part English-to-English translator, part magpie, Tamsen helps leaders craft their case for large-scale change. As a sought-after speaker and consultant, she’s spent more than 25 years developing the field and practice of persuasive message design, with a particular focus on the principles and processes that build buy-in that lasts. And Tamsen is the author of the best-selling book - Say What They Can't Unhear: The 9 Principles of Lasting Change. Here’s what we discuss: Why so many change initiatives fail in the long-termThe biggest mistakes in change communicationHow to understand what’s important to your peopleHow co-creation with others leads to more buy-inDealing with antagonists and indifferent stakeholders in your change approachBONUS: Applying change principles as parents RESOURCES FROM THIS EPISODE: Tamsen’s websiteTamsen’s free resource for you - The Compact CaseTamsen’s book - Say What They Can't Unhear: The 9 Principles of Lasting Change Tamsen’s book - Find Your Red Thread: Make Your Big Ideas Irresistible Tamsen’s Message Design InstituteSIMPLE brand #75: Tamsen Webster – Find Your Red Thread