Brainfluence

In this Brainfluence episode, we discuss some surprising customer experience findings from a Harvard Business Review study. Our guest, Mauro Carobene, VP and Global Head of Customer Interaction Suite at Tata Communications, sponsor of the study, joins me to share insights on how enterprises are managing and improving customer interactions today. Mauro notes that despite the high priority placed on improving customer interactions—emphasized by 94-97% of global CXOs and decision-makers—only a minority feel they are doing enough. Tune in as we explore the challenges posed by data silos, the evolving landscape of AI in customer service, and how businesses can leverage technology to provide faster, more useful interactions for their customers. He discusses the important role employee experience plays in creating positive customer interactions and highlights the transformative potential of AI and chatbots in enhancing efficiency and effectiveness. Show notes, resources, links: https://www.rogerdooley.com/customer-interactions-hbr/ HBR Study: https://www.tatacommunications.com/press-release/nearly-6-10-say-their-businesses-arent-very-successful-at-consistently-delivering-positive-customer-experiences-finds-new-cx-survey/ Playlist - Full episodes: https://www.youtube.com/playlist?list=PLWpwOpolJGdKD3qDnQ6SPuXcGSI-WBo_4 Mauro Carobene is Vice President of Customer Interactions Suite at Tata Communications. He joined Tata Communications as part of the Company's Kaleyra acquisition, where he was the Chief Business Officer. In the last 25+ years, Mauro has held a number of executive roles in the Software/Telecom Industry in companies like DigitalRoute, Comptel and Nokia. Mauro has also served on multiple boards/advisory boards as a telecom software industry expert.

In this episode of Brainfluence we dive into the psychological triggers that influence decisions with negotiation guru Keld Jensen. Keld brings a wealth of expertise with 25 books to his credit and a career advising top organizations worldwide. In this episode, we explore not only business negotiations but also everyday scenarios where negotiation plays a crucial role—from family life to professional interactions. Today, Keld will share his insights on the pivotal role of trust in negotiations, explaining why it's not just about the deal, but how you make the other party feel. Expect to learn how even your wardrobe can impact negotiations and why mirroring your counterpart might just build that crucial rapport. Keld also introduces us to his negotiation ethics code, emphasizing honesty and transparency—values that he believes should anchor every negotiation. Keld discusses the complexities of virtual negotiations in today's digital world, like the challenges of engagement without physical cues, and how AI tools like chat GPT can revolutionize preparation and execution in negotiations. Keld's latest book is Negotiation Essentials: The Tools You Need to Find Common Ground and Walk Away a Winner Show notes, text, audio, resources: https://www.rogerdooley.com/negotiation-keld-jensen/ Negotiation Essentials: https://amzn.to/44WA6TT Keld Jensen is an internationally recognized business and negotiation expert, advising governments and major corporations on optimized solutions for complex problems. With a background in sales and marketing and experience as a CEO of a publicly traded Scandinavian company, he teaches at top universities, including Baltic Management School, Aalborg University, and Thunderbird School of Global Management. Jensen has appeared on international TV over 200 times, contributed to major publications like Forbes, and founded MarketWatch Center for Negotiation Ltd. He has consulted for clients such as Vestas, Novo Nordisk, Johnson & Johnson, and UNICEF. A prolific author of 23 books available in 35 countries, he has over 2.8 million readers. In 2016, he was named one of the world's Top 100 Thought Leaders on Trust.

In this episode of Brainfluence, we welcome guest Micah Solomon, a renowned customer service expert, to explore the nuances of "Iconic Customer Service." Micah delves into the delicate balance between providing personalized service without crossing into intrusiveness, introducing his "gold touch" method as a way to enrich customer interactions. Throughout the conversation, they tackle various challenges companies face, such as the ones Princess Cruise Lines encounters in delivering personalized service. Importantly, Micah emphasizes the significant impact of language on brand identity and the intricate relationship between customer service agents, AI, and customers. Micah describes the importance of employee happiness in creating a positive customer experience, advocating for fair compensation and thorough empathy training. Furthermore, Solomon discusses the adoption of technology to create anticipatory and seamless customer experiences, insisting on keeping it unobtrusive to maintain human-centric service. Micah Solomon's new book is, "Can Your Customer Service Do This?," which delves deeper into his principles of creating customer service that's not only responsive but also anticipatory, ensuring that loyalty lasts forever. Show notes, resources, audio, text: https://www.rogerdooley.com/micah-solomon-customer-experience/ Book: https://amzn.to/3QdhFo1

In today's Brainfluence episode, we have the brilliant and hilarious entrepreneur, Mike Michalowicz, as our guest. Mike has built and sold multi-million dollar businesses, experienced the trials and tribulations of losing everything, and has since become a successful author, speaker, and entrepreneur. His latest book, Clockwork: Design Your Business to Run Itself - Revised and Expanded, is all about achieving true entrepreneurial success by creating a business that can operate seamlessly without relying solely on the owner. In this episode, Mike explains the importance of taking a four week vacation as a test for a business's ability to run itself, the concept of the Queen Bee Role, and the 4 Ds of building a successful business. Whether you're an entrepreneur or part of a larger organization, this episode offers valuable insights on how to achieve true entrepreneurial success. Tune in now to learn from the brilliant mind of Mike Michalowicz! Show Notes, Resources, Transcript: https://www.rogerdooley.com/mike-michalowicz-23-clockwork/ Mike Michalowicz is a well-versed expert in business studies. He has immersed himself in studying businesses of all sizes and strongly believes in the principle that these enterprises primarily operate on monthly cycles - from revenue generation and service provision, to employee management and book closing. One interesting theory he posits is the unique ability of a business leader to take a four-week break while ensuring the business runs smoothly in their absence. He suggests that if a business runs successfully during this period, theoretically, it underscores that the leader could step away indefinitely. In Michalowicz's view, this isn't a mark of redundancy but rather an opportunity to elevate oneself to a more strategic thinking role. His business acumen and insightful theories make him a powerful resource for business leaders and owners.

In this fascinating episode of Brainfluence, pioneering neuromarketer Dr. Carl Marci discusses how modern technology is impacting our brains. He shares insights from his new book Rewired, explaining how excessive smartphone use and constant multitasking are reducing productivity, increasing anxiety/depression, and rewiring our neural pathways in concerning ways. Marci provides concrete examples of how tech "superstimuli" exploit the brain's reward system, making constant distraction hard to resist. While acknowledging the benefits of technology, he advocates balancing human connection and focus. Marci offers perspective as both a neuroscientist and psychiatrist, blending the latest research with clinical insights. This is an eye-opening exploration of how we can optimize technology's advantages while avoiding its potential mental health costs. Show notes, resources, audio, text: https://www.rogerdooley.com/carl-marci-rewired/ REWIRED book: https://amzn.to/3rSNFV9 Dr. Carl D. Marci is physician, neuroscientist, author and entrepreneur. He is currently a Chief Psychiatrist and Managing Director of Mental Health and Neuroscience at OM1, a ventured-backed health technology real-world data company. He is also part-time staff psychiatrist at MGH and part-time Assistant Professor of Psychiatry at Harvard Medical School. Dr. Marci has worked at multiple early stage health technology and mental health delivery companies in the past. He has extensive training health research, the use of biological measures and the neuroscience of emotion through two National Institutes of Health fellowships. He holds seven US patents, has published numerous articles in peer-reviewed science journals, gives lectures regionally, nationally, and internationally and is a leader in the fields of social & consumer neuroscience and digital health. Dr. Marci is also a Henry Crown Fellow at the Aspen Institute and is a member of the Aspen Global Leadership Network.

"The last, great marketing strategy" is community... In this episode, host Roger Dooley interviews author Mark Schaefer about his new book, Belonging to the Brand. They discuss the importance of community in marketing strategies and the challenges of managing online communities. Mark explains that community involves genuine connection and communion among people, with a unifying purpose. They also touch on the impact of community on mental health, highlighting the responsibility of community managers in fostering a positive culture. They discuss the power of creating a strong brand community and the potential for businesses to create communities around related interests. They also address the question of whether there is a limit to how many communities people can participate in. Resources, video, text version: https://www.rogerdooley.com/mark-schaefer-belonging/ Mark Schaefer is a speaker, consultant, author, and teacher who helps businesses and individuals thrive in the digital world. He has a wealth of experience in marketing and organizational development, as well as seven patents and a faculty position at Rutgers University. He writes the {grow} blog and hosts The Marketing Companion podcast, which are both highly regarded in the marketing field. He has also written 10 books on topics such as influence marketing, personal branding, and social media strategy. His books are used as textbooks at many universities and have been translated into 15 languages. He has worked with global brands and governments, and has been featured in many media outlets. He is a columnist for The Harvard Business Review, and Entrepreneur Magazine. His new book is Belonging to the Brand: Why Community is the Last Great Marketing Strategy.

On this episode of Brainfluence, we explore how behavioral science can be utilized in both B2C and B2B marketing. Guest Nancy Harhut shares how campaigns that focus on emotional impact over product features can increase purchase intent. Video, text, and resources: https://www.rogerdooley.com/nancy-harhut-behavioral/ We also discuss information gap theory and how marketers can use it to pique interest, availability bias, and autonomy bias. We dive into how giving people choices can increase the likelihood of a buying decision, and how the use of the word "because" can increase compliance. In addition, we cover temporal landmarks, guiding customer choice, and the importance of coming off as engaged and interested in clients' work. Join us as we dive into these fascinating behavioral science principles and their applications in marketing. [00:00:00] Intro [00:00:44] Acceptance of Behavioral Science in Marketing [00:01:20] Skepticism in B2B Marketing [00:06:04] Autonomy Bias in Marketing [00:06:42] The Power of Choices [00:10:05] Temporal Landmarks and Discounting [00:12:36] Retirement Age Progression Tool [00:14:07] Information Gap Theory [00:18:17] Availability Bias [00:18:53] Availability Bias [00:21:18] Overcoming Bias in B2B Purchases [00:24:08] Automatic Compliance Triggers [00:24:43] The Power of "Because" [00:25:26] The Credibility of Charts and Graphs [00:27:39] Using Behavioral Science Principles in Marketing Nancy Harhut is the Chief Creative Officer at HBT Marketing. She specializes in blending creative with decision science to prompt responses and has spoken at industry conferences around the world. Prior to co-founding HBT Marketing, she held senior creative management positions with Hill Holliday, Mullen, and Digitas, and has won over 175 awards for digital and direct marketing effectiveness.