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I had interviewed Stephen last September so, why again? I wanted to deliver a customer testimonial; personally. I wanted to close a loop which began when I met him in his offices for that first interview. Rodeo Labs makes custom bikes, the gravel type. Oh, and no motors! I have come to love to watch their customers around the world showing how they put their Donkeys to work; some competitive but more just adventurous. Check out their Instagram account if you want a taste. This time I ask Stephen how the last 9 months have been. Building bikes which depend on a global supply chain has been very challenging. I was curious how things have changed. How was his trip to Armenia and what plans he has there for 2023. What has he learned over the last year? 👇👇 Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback is what keeps me going! Rodeo Labs LinksWebsite: https://www.rodeo-labs.com Instagram: https://www.instagram.com/rodeolabs/ Magritte’s Dream Bike: https://www.instagram.com/p/Ce1-9OdrmP2/?utm_source=ig_web_copy_link Ascend Armenia: https://www.ascendarmenia.com ⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️It is an education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to: ✅  Attract today’s digital consumer ✅  Design more engaging digital experiences ✅  Drive growth, conversion, and sales across the customer/user journey Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value. https://digital-done-right.com/what-i-do

What experiences have you made with your insurance company? Perhaps you have never needed to contact them and that’s great. But when that time comes, how will they handle your case? Ruth Fisk brings more than three decades of experience in the insurance industry to her role as the VP, Insurance Strategy at Smart Communications. Our conversation starts with a recent experience she made herself. Not to give away the punchline, Her reaction and next actions even surprised her! I came away from this interview having learned many new ideas of interacting with today’s customers. While she is in the deep end with insurance her examples can be carried over to almost any other industry. Examples like: How can you increase the numbers of “touch points” with your customers? How a inteligent form processing can save you money AND improve the experiences of your customers AND employees? 👇 Links & More👇Check out the link below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback keeps me going! https://digital-done-right.com/new-normal-podcast-1/2022/6/3/ruth-fisk-smart-communications-hyper-personalized-experiences Ruth Fisk brings more than three decades of experience in the insurance industry to her role as the VP, Insurance Strategy at Smart Communications. Having worked 14+ years as a manager at a P&C Carrier and then 18+ years working within the global insurance industry using technology and services to meet the business needs of insurers. Ruth Fisk has visited, worked with, and served as a C-Level consultant for leading insurers in more than 90 countries. Ruth’s global perspective is complemented with first-hand knowledge of insurance operations, including more than 30 years using technology & services to successfully help them to significantly reduce operating expenses, increase efficiency, impacting their bottom line. Smart Communications LinksWebsite: https://www.smartcommunications.com LinkedIn: https://www.linkedin.com/company/smart-communications./ Study: 2022 Hyper-Personalization in Insurance Claims Study ⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to: ✅  Attract today’s digital consumer ✅  Design more engaging digital experiences ✅  Drive growth, conversion, and sales across the customer/user journey Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value. https://digital-done-right.com/what-i-do

Social media and public service. Wow. This sounds like an exciting episode, I know. But hang on! This really gets into the meat and potatoes of making social media work for you! Russel Lolacher has been in social media from the beginning also in his role of director of web and social media services for the BC ministry of transportation and infrastructure. In 2021 his team was put into a challenging position as the entire province of British Columbia was and they rose to the challenge. Russel shares real experiences and tactics of how they put social media to work for them and the broader public. 👇👇 Check out the link below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback keeps me going! https://digital-done-right.com/new-normal-podcast-1/2022/russellolacher Questions asked: #1 How did you get your hijacked Instagram account back? #2 “Social has become a critical communication tool and is a part of our public infrastructure. this work is important!” Explain what happened and more so, how has the role of social in public service changed in your last 10 years? #3 We spoke in 2013 about companies needing to humanize and get into social service. How does that transferring to public social service? #4 “Building Trust Through Social Media” is the title of your session at the 2022 Government Social Media Conference in Dallas, TX. tell me what your talking about how does a govt org build trust? is this any different from any other company trying to build trust? #5 Lets talk about content marketing in the public service arena. What is content marketing? What is the importance of generating content? ⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️ It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to: ✅  Attract today’s digital consumer ✅  Design more engaging digital experiences ✅  Drive growth, conversion, and sales across the customer/user journey Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value. https://digital-done-right.com/what-i-do

Libraries. What do they mean to you? Me, it’s been a while and when I need a change of scenery it is usually a coffee shop. I spent a week in March 2022 working from a library in Florida. Yeah, sun was shining and I still went almost every day to get work done. I recorded 3 podcasts while there as well. Today, I spoke with Sabrina Bernat, Executive Director of Winter Park Library. The timing couldn’t have been better. Winter Park is an Orlando suburb and opened a new library in December 2021 and what a doozy it is. Star architect designed it and together with its Civic Center it is an architectual beauty set next to a lake and park right near Park Avenue, the strip, of Winter Park. I ask a patron (Michael) of the library at the top of the podcast why he (23 year old college senior) went recently to the library and his is the story the library can tell every day. Providing information and the tools to do what you cannot do yourself. What is civic service it and its importance to the community is hard to measure. Thank you to Sabrina and team for welcoming me into the library and allowing me to experience what every patron or member can as well. 👇👇 Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback keeps me going! Questions asked: #1 How has the role of libraries changed in 2022? And why “digital”? #2 What are some of the highlights of this new building? #3 What are some of the digital services Winter Park Library offers its members? #4 Why is it important that libraries offer these services? #5 Who does the library want to reach with these offerings where they are not today? Winter Park Library Links Website: https://www.winterparklibrary.org/nextchapter Twitter https://twitter.com/LibraryWP Instagram https://www.instagram.com/winterparklibrary/ YouTube https://www.youtube.com/user/WinterParkLibrary Podcast Links 🎧  https://digital-done-right.com/Apple 🎧  https://digital-done-right.com/Spotify 🎧  https://digital-done-right.com/Google ⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️ It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to: ✅  Attract today’s digital consumer ✅  Design more engaging digital experiences ✅  Drive growth, conversion, and sales across the customer/user journey Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value. https://digital-done-right.com/what-i-do

ICYMI - Interview from October 2020 Adrian Swinscoe is a punk; a real punk. He has his two feet on the ground but doesn’t shy away from telling others what it is whether from the stage, through his books or in conversation and workshops; “pull your damn socks up!”. This is what makes Adrian engaging, his knowledge, his grounded outlook but also his passion for improving service and customer experiences. He calls himself a Service and Experience Anthropologist. Wish I had thought of that. 👇👇 Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback is what keeps me going! Adrian is an author of 3 books, continuously writes blogs and for Forbes, speaks publicly and runs workshops designed to improved the design of customer experiences. Yeah, similar motivation as I have. That’s why it is so interesting to speak with him. While this interview is 18 months old when releasing it, it has aged well. We spoke after the initial wave of the global disruption and were hoping some things might return to normal sooner, well that part is not quite correct. In this interview we talk about: EQ vs IQ Can empathy be trained? Reacting to the pandemic, how companies had faired Transitioning to a remote work force Thank you Adrian for this interview! Adrian’s Links Website: https://www.adrianswinscoe.com Latest book Punk XL: https://www.amazon.co.uk/dp/B09MC7G1VH/ LinkedIn: https://www.linkedin.com/in/adrianswinscoe/ The customer is the channel, right?https://www.forbes.com/sites/adrianswinscoe/2020/06/17/now-is-the-time-for-a-conversational-approach-to-customer-experience/#1273af72628e Podcast Links🎧  https://digital-done-right.com/Apple 🎧  https://digital-done-right.com/Spotify 🎧  https://digital-done-right.com/Google ⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to: ✅  Attract today’s digital consumer ✅  Design more engaging digital experiences ✅  Drive growth, conversion, and sales across the customer/user journey Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value. https://digital-done-right.com/what-i-do

What do you do when you have amassed over 20,000 connections on LinkedIn? That is exactly what Leo Prada was thinking when he began his #MeetLeosContacts program. Leo now offers his status to any of his connections to let them pitch themselves to the broader community. Leo has not always been this generous. He was forced a hard pivot in his career and it has paid off! But that is not the only thing we talk about during this New Normal interview. We also cover: What it was like in 2020 being separated from his family for 7 months when the world shut down? What tools does Leo use at Solvd to communicate with his teams across the globe? What is behind his MEET LEOS CONTACTS? Do you want to superpower your LinkedIn presence? Then you need to listen to his #1 LinkedIn tip! 👇 Leo’s Links 👇Follow Leo on LinkedIn: https://www.linkedin.com/in/leandroprada/ Leo’s #MeetLeosContacts https://www.linkedin.com/pulse/meetleoscontacts-must-have-every-household-leo-prada/ ⚜️ About Digital.Done.Right. ⚜️It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to: ✅  Attract today’s digital consumer ✅  Design more engaging digital experiences ✅  Drive growth, conversion, and sales across the customer/user journey Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value. https://digital-done-right.com/what-i-do

I spoke with Maarten Copini European Practice Lead running the Customer Experience practice at NTT. We talk about the state of Employees and how many are just burned out and how the new “leaders” who have adapted their ways to consumers during the pandemic will be leading the way when this ends.  He has vast experience working within organizations to make change while also seeing the Challenges those changes face. Often leading to “let’s cut some corners” thinking to just please the boss. We also talk about what the past 2 years of change mean going forward. Will this be the New Normal? Will we go back to many of our previous ways? Impact of the pandemic on CX and EX Gap between (boardroom) strategy and day-to-day reality for customers and employees How digitisation (automation, AI, etc.) can and should improve the lives of employees and customers Thank you Maarten for this interview! Maarten’s LinksLinks to recent NTT reports: 2021 Global Workplace Report | NTT Crossing the CX divide | NTT (global.ntt) (Global CX Benchmarking  Report) Maarten’s Articles:  https://www.linkedin.com/pulse/cx-perspective-building-digital-ecosystem-insurers-maarten-copini/ https://www.linkedin.com/posts/maartencopini_pandemic-cx-ex-activity-6892056950641606656-cQuW Maarten’s LinkedIn: https://www.linkedin.com/in/maartencopini/ My LinksNewsletter & more: https://digital-done-right.com/glad-youre-here 🙌🏻 🙌🏻 What is Digital.Done.Right. 🙌🏻 🙌🏻It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to: ✅ Attract today’s digital consumer 
 ✅ Design more engaging digital experiences 
✅ Drive growth, conversion, and sales across the customer/user journey Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value. https://digital-done-right.com/what-i-do

Why can Starbucks sell a $7 cup of coffee? Why did you binge Netflix knowing you had classes in the morning? Why are you so dedicated to that fitness trainer? We, as humans, react to stimuli. We react to things we see but also might not. The field of behavioural psychology is full of concepts which are applied to influence our daily decisions. My guest today is Jen Clinehens of Choice Hacking. In this episode we talk about what principle got her on to her exercise bike this week. How bias plays a role when doing user research. Tips for a podcaster on how to grow the subscribers and get them to interact. If you want a free chapter of her book just go to choicehacking.com/book to get it. Questions 💡 #1 Explain to the listeners what Choice Hacking is? And why a listener might want to connect with choice Hacking? 💡 #2 What percentage of your week is spent creating content? 💡 #3 Why do people love vending machines? 💡 #4 How to make sure your customer experience is designed for what people do (not what they say they'll do) 💡 #5 What behavioural psychology tips would you have for a podcaster? 💡 #6 What does 'innovation' mean to Jen? Guests Links Choice Hacking Website https://www.choicehacking.com/ Choice Hacking Podcast https://open.spotify.com/show/3MkPkziKGWkij63tgjTGfe?si=fd123d7a722d4597 (also everywhere else) Grow Like The Greatest YouTube https://www.youtube.com/c/GrowLiketheGreatest Why do people love vending machines? https://youtu.be/3EzMaMNdr3A?t=1490 About Digital.Done.Right. It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to: ✅ Attract today’s digital consumer 
 ✅ Design more engaging digital experiences 
✅ Drive growth, conversion, and sales across the customer/user journey Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value. https://digital-done-right.com/what-i-do

I interviewed Amber in July 2020. Today it is the end of January 2022. If you listen to the episode you will hear me at the end say I want to get this show out quickly, faster than normal.  ICYMI as I am finally releasing what was a really wonderful conversation I had now after all this time. We were earlyish into the pandemic, getting adjusted to a more stay-at-home lifestyle. Some things have changed but the points we discussed have all aged well. My guest today is Amber Naslund Enterprise Sales Leader at LinkedIn. In this interview we talk about: A now 11 year old book she wrote with Jay Baer and the social telephone and how CX on social is doing. Then I have Amber talk to me about Imposter Syndrome Then we pivot to LinkedIn and talk about what people get wrong on LinkedIn and what lesson they should take away from the podcast. Follow her on LinkedIn for interesting insights on all things LinkedIn. Guests Links Imposter Syndrome https://www.linkedin.com/pulse/imposter-syndrome-paradox-knowledge-amber-naslund/ "Booked more speaking gigs in 2020 than I did all of last year" https://twitter.com/AmberCadabra/status/1214594394147430401  About Digital.Done.Right. It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to: ✅ Attract today’s digital consumer 
 ✅ Design more engaging digital experiences 
✅ Drive growth, conversion, and sales across the customer/user journey Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value. https://digital-done-right.com/what-i-do

This is an admission, an admission of failure. I have many podcast interviews sitting on my hard drive for many months which I have not published. I've not even finished processing them. I feel bad that I have done that. I took people's time and didn't deliver. I am making a promise in the next weeks to get everyone of them published. That is my promise and I am making it public. Next content from me will be fun, interesting and always exploring the designing of excellent experiences. Thank you for being here.

Executive Producer | Communicate Your Why Podcast Network I connected with Ben over LinkedIn in 2019 as I was giving away PUNK CX by Adrian Swinscoe and Ben had won a copy. As I mention in more detail during the interview I never really checked out what he did. That is until this summer. As Executive Producer for the Communicate Your Why Podcast Network I had to learn more. And I went down the proverbial rabbit hole of his website and publications. Ben, like me, believe in the ‘why’ in people. Also early adopters of Simon Sinek’s (Start With Why) but Ben has taken it much further. He helps people to find their why and then to share that to others. His podcast network has professional podcasters from differing backgrounds working with clients to write their story, tell their why, and generate content for publications or sharing on social media. Truly a podcast network. One concept he has is “give me 4 hours or your time and I will give you a years worth of social media content”. Anyone who is into content generation will know you spend more than 4 hours a year! The idea for that he gleaned from Gary Vaynerchuck podcast which I also think I had heard. Ben has taken that into his business and made it a success. If anyone here is interested in getting your podcasting game into shape, follow the link below to his free “30-day to launch podcast checklist”. Really fun talking with him and I am sure to circle around again soon to go deeper on some of the topics. Enjoy! Guests LinksWebsite https://communicateyourwhy.com Launch a podcast https://communicateyourwhy.com/30-day-launch/ Social links https://www.linkedin.com/in/yourbrandmarketing/ My LinksMy most recent blogpost at https://www.andrewfmaher.com

I got a chance to speak with Howard Tiersky. Howard is CEO and Founder of FROM. FROM, The Digital Transformation Agency and we talked about Digital Transformation, Innovation and why these buzz words matter but also don't really matter. Howard has been working with many really big name industries and has helped them make the changes necessary to adjust or rebuild their business to stay relevant. He has published a book "Winning Digital Customers: The Antidote to Irrelevance" which is a Wall Street Journal Bestseller. When the opportunity to speak with Howard came across my desk I was like "yeah! of course I would". One takeaway from the conversation was the fact that many perhaps most businesses are behind the curve on addressing their customers digital needs and that those who have a vision for transformation need to not hold back. If you are working in a business or consulting a business and have certain insights into what is working less than optimal then speak up! I hope you enjoy this podcast. I know I certainly did. Guests LinksWebsite https://www.from.digital Howard's Podcast https://podcasts.apple.com/us/podcast/winning-digital-customers/id1535975495 My LinksMy most recent blogpost at https://digital-done-right.com/newnormalblog Spotify Linkhttps://open.spotify.com/episode/3WUVumpkK0RIRKBUnQ5m9f?si=399e32cbac75497b Apple Podcasthttps://podcasts.apple.com/de/podcast/new-normal-designing-great-experiences/id599434958?l=en&i=1000527225434 LinkedIn Posthttps://www.linkedin.com/posts/andrewfmaher_newnormalpodcast-innovation-cxstrategy-activity-6815650938762604544-ibDd