Fast Leader Show | Customer Experience Leadership
277 episodes - English - Latest episode: 27 days ago - ★★★★★ - 55 ratingsGrow the power of Customer Experience with new leadership skills with this innovative and unique podcast that dives into the lives of some of the world's brightest minds. And have a hoot with the Hump Day Hoedown with Jim Rembach, President of Call Center Coach. Create dynamic customer experience strategies, improve employee engagement, and develop stronger leadership skills with practical advice that you can use immediately.
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Episodes
154: Kumar Mehta: There will always be someone who will listen
January 03, 2018 09:30 - 24 minutes - 33.1 MBKumar 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 phone calls when he was at Microsoft, now would not talk to him. His calls and request became less important without the Microsoft brand. That’s when Kumar learned a hard lesson about innovation.
153: Vicky Oliver: It was a huge redirect for me
December 27, 2017 09:30 - 29 minutes - 40.5 MBVicky 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 ultimately led her to write about Bad bosses, Crazy Co-Workers and Other Office Idiots.
152: Rick Brinkman: I wasn’t trying to make a joke
December 20, 2017 09:30 - 28 minutes - 38.6 MBRick 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 helped him to move on to delivering hundreds of successful presentations since.
151: Shawn Vij: I began to distance myself from my core values
December 13, 2017 09:30 - 25 minutes - 35.6 MBShawn 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 asked too many questions because his boss terminated him. That’s when Shawn’s outlook took a turn for the worst.
150: Sean Hawkins: I was in a tough position
December 06, 2017 09:30 - 32 minutes - 44.5 MBSean 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 responsibly to the organization. Sean learned that one investment he made really paid off in the end.
149: Erik Seversen: I realized part of the problem was myself
November 29, 2017 09:30 - 31 minutes - 43.4 MBErik 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 started focusing more on using emotional intelligence to move forward and applying it to his new English as a second language startup.
147: Tim Perek: It was a stump the chump moment
November 15, 2017 09:30 - 30 minutes - 42.4 MBTim 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 moment of truth came when an executive asked a key question. That’s when Tim learned the key to delivering value with his customer experience program.
146: Steven Stein: I can fade out a bit
November 08, 2017 09:30 - 23 minutes - 32.3 MBSteven 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 they employ more than 170 people throughout the world and he’s become a leading expert on psychological assessments and emotional intelligence.
145: Jeff McManus: I had to start thinking what they wanted
November 01, 2017 08:30 - 24 minutes - 33.1 MBJeff 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 the wheel. In the hospital, he realized things needed to change. That’s when Jeff came to realize that he must totally shift his thinking. That’s when he enabled himself to move onward and upward faster.
144: Brian Biro: I’m no good because I’m never the best
October 25, 2017 08:30 - 33 minutes - 46.2 MBBrian 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 move onward and upward faster.
143: Josh Seibert Bio: I’m not good at giving up
October 18, 2017 08:30 - 33 minutes - 46.6 MBJosh 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 turn them into a failing sales team. That’s when he learn his most valuable lesson ever.
142: Andy Molinsky: I have so many situations outside my comfort zone
October 11, 2017 08:30 - 36 minutes - 50 MBAndy 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 had to learn how to be his own advocate to get over the hump.
141: Serena Smith: Life hasn’t necessarily been a cake walk for me
October 04, 2017 08:30 - 29 minutes - 40.1 MBSerena 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 results. That’s when she found a lump on her neck – it was cancer. Listen as she shares how she got over the hump.
140: Edwina Cowell: When people show you who they are believe them
September 27, 2017 08:30 - 31 minutes - 43.1 MBEdwina 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 situation began to escalate. She did finally get a website out of it that needed to be replaced in six months.
139: Kendall Lyman: What is your change process
September 20, 2017 08:30 - 32 minutes - 44.5 MBKendall 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, he continually ran into problems at the individual level. That’s when Kendall analyzed something different that helped him get over the hump.
138: Jill Konrath: I’m over the hill, I lost my mojo
September 13, 2017 08:30 - 31 minutes - 43.6 MBJill 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 lost 95% of her work and after six months waiting for the work to return, Jill needed to get new clients. But Jill was unable to book any appointments. She lost faith in herself, lost her value proposition, and then she finally realized something that helped her to get over the hump.
137: Cort Dial: You’re not telling me the whole story
September 06, 2017 08:30 - 24 minutes - 33.1 MBCort 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 sign up to build the project without harming anyone. After months of being told no, Cort had a break through and got over the hump.
136: Keith Pearce: That’s probably where I grew up the most
August 30, 2017 08:30 - 26 minutes - 36.9 MBKeith 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 practiced his speech and then he had to look people in the eye. That’s when his plan required a change.
135: Kelli Barabasz: They were scared to death of me
August 23, 2017 08:30 - 28 minutes - 39.4 MBKelli 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 refused to believe her and then she learned the truth. Listen to how Kellie was awakened and learn to move onward and upward faster.
134: Jonathan David Lewis: Our growth stopped. We went backwards.
August 16, 2017 08:30 - 31 minutes - 43.4 MBJonathan 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 they experienced almost 98% client turnover. But there was something valuable that came from it that allowed them to get over the hump.
133: Sophie Wade: I realized it was a flexibility issue
August 09, 2017 08:30 - 31 minutes - 43.5 MBSophie 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 trying to persuade someone to give her the job she wanted, or she could just create it herself. That’s when made it her work instead of how she worked.
132: Dianna Booher: I laid awake for two or three nights
August 02, 2017 08:30 - 29 minutes - 40.6 MBDianna 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 decision and shares what she learned and how to prevent it from reoccurring.
131: Diana Oreck: I was so obsessed with work
July 26, 2017 08:30 - 29 minutes - 40.5 MBDiana 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 thrust her into the hospital with dehydration and lack of sleep. All because she was obsessed with work. Diana discovered the cause and her remedy that helped her get over the hump.
130: Michele Borba: Changed my life on the spot
July 19, 2017 08:30 - 30 minutes - 42.4 MBMichele 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 child was sharing it; it was human connection. Listen to Michele share her story about how we can move onward and upward faster with our current global empathy crisis.
129: Judd Hoekstra: I had all that junk swirling around in my head
July 12, 2017 08:30 - 28 minutes - 38.6 MBJudd 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 when Judd decided to reframe the negative thoughts running through his mind. Listen as Judd shares how you can get over the hump.
128: Nat Greene: I found an inability to find reasonable people
July 05, 2017 08:30 - 32 minutes - 45.3 MBNat 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 can’t pause and have a decent discussion and think about problems and work through them. He finds they have already dug in on a position without really looking into the problem.
127: KH Kim: I focused on my weaknesses a lot
June 28, 2017 08:30 - 31 minutes - 42.6 MBDr. 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 transcribed meetings, and even asked her children to help her. Finally, she gave up. She felt stupid, got even more self-conscious and depressed. And then she was reprimanded for being lazy. Listen to how she got over this hump.
126: Dorie Clark: I was forced to master the skill of resiliency
June 21, 2017 08:30 - 28 minutes - 38.7 MBDorie 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 to master the skill of resiliency and it led her to write her first book about career reinvention and how to adapt to career change. Listen as Dorie shares how she was able to get over the hump…and help others.
125: Bernie Swain: Ronald Reagan brought us great legitimacy
June 14, 2017 08:30 - 28 minutes - 38.9 MBBernie 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. When Bernie got the call, he prepared for the worst. Listen to Bernie share his story of how wining helped him to move onward and upward faster.
124: Mark Babbitt: I had to expose my feelings
June 07, 2017 08:30 - 25 minutes - 34.4 MBMark 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 take a stand. As the guy who would vomit before public speaking., Mark had to get over the hump fast.
123: Ilene Marcus: I had to cross a picket line
May 31, 2017 08:30 - 26 minutes - 36.8 MBIlene 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 picket line, she worried about the confrontation and what would happen. But as she walked towards the picket line, she knew exactly what she needed to do. Listen to what Ilene did to get over the hump.
122: Claire Brooks: I wasn’t culturally understanding
May 24, 2017 08:30 - 27 minutes - 38 MBClaire 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 mixing up the names of car parts. After a moment, the brand manager asked ask what was she talking about. Claire, felt she failed with her attempt to impress. Listen how she turned this moment into a global empathy opportunity.
121: Tracy Goodwin: I was getting beaten every night
May 17, 2017 08:30 - 26 minutes - 36.6 MBTracy 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 Tracy asked the play Director if it could stop. The director refused and threatened to replace her. Tracy was devastated. Listen to Tracy’s story of how she was able to get over this hump and move onward and upward faster.
120: Christine Porath: That really cost me in terms of happiness and stability
May 10, 2017 08:30 - 24 minutes - 34 MBChristine 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 she would do it all over again. Listen as Christine shares why she made her choice.
119: Simon Blair: I was spit thrown into the deep end
May 03, 2017 08:30 - 33 minutes - 45.5 MBSimon 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 change. After months of trying different tactics and failing time and again he finally found out how to get over the hump.
118: Dov Baron: I needed to fall and get smashed to pieces
April 26, 2017 08:30 - 30 minutes - 41.8 MBDov 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 Dov reached for a rock that dislodged a bigger rock which knocked him down and sent him crashing to the bottom. But it wasn’t the fall that changed his life. Listen to Dov and learn how to move onward and upward faster.
117: Ron Carucci: I don’t know if I’m helpable or beyond help
April 19, 2017 08:30 - 33 minutes - 45.8 MBRon 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. But that’s when he got a dose of his own medicine. Listen to how he got over the hump so you can move onward and upward faster too.
116: Joshua Spodek: I had to force my friends to read it
April 12, 2017 08:30 - 30 minutes - 41.7 MBJoshua 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 there was always something to learn. He finally realize his approach needed to change and it was much more effective. What Joshua learned will help you to move onward and upward faster.
115: Kathleen Peterson: I actually flew off the handle
April 05, 2017 08:30 - 32 minutes - 45.3 MBKathleen 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 discovery and learning. Listen to learn where she went and how she ended up learning that being right is useless.
114: Nancy Porte: I felt it in my bones
March 29, 2017 08:30 - 31 minutes - 43.1 MBNancy 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 with no additional pay increase to prove her point. The light bulbs came on above executive’s heads when she revealed her findings and it’s something she can never forget.
113: Ashish Bisaria: Are we doomed right out of the gate
March 22, 2017 08:30 - 28 minutes - 38.5 MBAshish 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 turn it into tactical steps. That’s when Ashish did two important things that helped the organization to get over the hump.
112: Marc Allen: I couldn’t make any money at anything
March 15, 2017 08:30 - 31 minutes - 42.7 MBMarc 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 play a little game. This game resulted in Marc launching what eventually became a successful publishing company. Listen to Marc’s unorthodox way of moving onward and upward faster.
111: Bill Munn: I was tied up in my mind with financial security
March 08, 2017 09:30 - 29 minutes - 40.8 MBIn 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 got to the brink things started taking off. Listen to Bill share his story of how he got over this hump.
110: Brian MacNeice: My future life wouldn’t make a difference
March 01, 2017 09:30 - 29 minutes - 40.8 MBBrian 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 in implementing what was recommended. That’s when Brian made a life altering change.
109: Dayna Steele: I’ve never looked at it as failing
February 22, 2017 09:30 - 27 minutes - 37.7 MBDayna 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 without a career in acting. But she never failed. Listen to what she actually did.
108: Neal Topf: For 365 days I was miserable and I left
February 15, 2017 09:30 - 26 minutes - 35.8 MBNeal 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 get going. But this same boss turned into Neal’s nightmare. She made his life so miserable that if he met her today he would hug her and thank her. Listen and learn why Neal is so grateful.
107: Carey Azzara: It threw my family into a collective depression
February 08, 2017 09:30 - 23 minutes - 32.3 MBCarey 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 he had an amazing grandmother that helped him to get over the hump.
106: Wendy Keller: I was not physically able to sit up
February 01, 2017 09:30 - 24 minutes - 33.6 MBWendy 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 with Tony Robbin’s Personal Power program. She did exactly those actions recommended in the program. Listen in as Wendy shares what happened.
105: Charles Vogl: I would cry at night from exhaustion and stress
January 25, 2017 09:30 - 26 minutes - 37 MBCharles 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 floor. And he learned a cherished lesson of how the bravery of others can change people’s lives.
104: Al Hopper: I was beat physically and mentally
January 18, 2017 09:30 - 27 minutes - 38.3 MBAl 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 are going the way you don’t want them to, what do you do?