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
103: Nate Regier: I made two huge mistakes
January 11, 2017 09:30 - 22 minutes - 31.2 MBNate Regier made a significant leadership blunder. Until he made a bigger one. Nate published a story about a client and didn’t get permission from the CEO. He also wrote the story in a manner which came across arrogant and self-serving. Listen to how Nate is STILL working to get over this hump.
102: Michael Beck: I saw the impact of caring about people
January 04, 2017 09:30 - 24 minutes - 34.3 MBMichael Beck was the executive director of a 500-person law firm. But his operating philosophy of listening to people’s concerns and eliciting their input was not matched by the attorney’s in the firm. After butting heads with the micro-managing and dictatorship, Michael decided he could make a greater impact in a different way.
101: Allison Smith: I found them very intrusive to life
December 28, 2016 09:30 - 29 minutes - 40.2 MBAllison Smith was busy pursuing theater acting but was finding the hours and the income intrusive to her family life. That’s when Allison realized that doing voiceover allowed to her to be creative and gain control. 25 years later, Allison is one of the most recognized IVR voice talents in the world.
100: John Lee Dumas: I invested in a mentor that kicked my butt
December 21, 2016 09:30 - 18 minutes - 25.3 MBJohn Lee Dumas was all ready to push publish on his podcast and then all of a sudden fear took over. He pushed back his launch one week, then two, then four, then five. Finally his mentor intervened and he published his podcast and all was well in the world. But fear lurked in other places that John soon found.
099: Steve Mariotti: They attacked me with knives
December 14, 2016 09:30 - 28 minutes - 39.8 MBSteve Mariotti went out for a jog and was mugged by a bunch of young men with knives. Experiencing post-traumatic stress disorder, Steve was taught to change the sentences in his mind. As part of his ongoing therapy he became a teacher and he found out that he enjoyed helping people achieve their life through entrepreneurship.
098: Michael Teoh: I thought I could motivate my staff
December 07, 2016 09:30 - 24 minutes - 33.5 MBMichael Teoh was working on growing his business and he was getting results. Michael kept pressing forward thinking he could motivate his staff to meet client demands. But his staff pushed back. That’s when Michael learned a valuable lesson.
097: Roberta O’Keith: I was in a dark place at my job
November 30, 2016 09:30 - 22 minutes - 30.9 MBRoberta O’Keith found a fellow co-worker on the floor, non-responsive and barely breathing. As the person responsible for handling employee complaints about work, she knew stress finally took her down. That was Roberta’s wake up call.
096: Paul Larsen: I became very alone overnight
November 23, 2016 09:30 - 31 minutes - 43.9 MBPaul Larsen was promoted into a manager role. He wasn’t up for it so the authority went to Paul’s head. After a short period of time, Paul found himself all alone. One Thursday night, all of Paul’s direct reports went out to celebrate a birthday and he wasn’t invited. That’s when Paul realized he needed to make some changes to get over the hump.
095: Steve Goldstein: You don’t get 30 mulligans
November 16, 2016 09:30 - 30 minutes - 42.5 MBSteve Goldstein was thrilled to escape the cold of Chicago in February for a speaking engagement in Miami. As an executive at Sears, Steve loved to visit the stores on trips. But this time Steve thought he was hallucinating when he saw snow blowers in Miami. Listen to how this experience led to Steve moving onward and upward.
094: Kristy Powers: At 16 I had to live on my own
November 09, 2016 09:30 - 20 minutes - 27.7 MBKristy Powers was 16 years old and had to move away from home. As an honors student Kristy was determined to finish school. Needing to support herself, Kristy was able to find a source of income and food. Listen to how she was able to get over this adult sized hump at such a young age.
093: Mark Nathan: I was leaving part of me behind
November 02, 2016 08:30 - 30 minutes - 42.5 MBMark Nathan built his young career as an actor and being in the film world. As he entered into the entrepreneur world it was difficult for him to let the film work go. That’s when Mark found a new perspective that helped him to move onward and upward.
092: TwinEngine: It changed how we thought about marketing
October 26, 2016 08:30 - 24 minutes - 33.5 MBWinnie Brignac Hart and Lorrie Brignac Lee lost 75 percent of their business in a weekend. Being based in New Orleans when hurricane Katrina hit, overnight they became a crisis communication firm. Immediately they learned what it meant to truly help people in a different way. Through this experience they were able to align what was important to them and move onward and upward faster.
091: Wade Fransson: This is not the tent
October 19, 2016 08:30 - 29 minutes - 41 MBWade Fransson was a junior in High School and spent ten months living in a tent through the Alaskan winter. Having to endure the cold winter by using a portable stove served to be too much for Wade when the stove blew up in his face. Listen to Wade tell his story of surviving and making a greater impact.
090: Bob Burg: I resisted change and it set me back
October 12, 2016 08:30 - 22 minutes - 31.5 MBBob Burg is not a technical person by nature. He even built a business that did not depend on technology. Despite several people warning him that he needed to learn technology, he got complacent, even cocky and his business suffered for several years. Listen to Bob tell how he was left behind and how he got over the hump.
089: Doug Woodard: I could not disclose what had happened
October 05, 2016 08:30 - 13 minutes - 18 MBDoug Woodard was new to his company when he had to terminate a long tenured employee. Doug faced a lot of fear in letting her go and facing the team. While wanting to take ownership of the decision Doug was not able to be transparent with the details. Listen to Doug’s story of how he was able to get over the hump.
088: Jocelyn Davis: I no longer had a platform
September 28, 2016 08:30 - 28 minutes - 39.8 MBJocelyn Davis got a splash of cold water in her face. Being an executive at a consulting firm she was easily published by Harvard Business Press. But when she tried to get her next book published after departing from her firm she learn a sobering lesson. Listen to Jocelyn tell the story of her journey of getting over the hump.
087: Roy Atkinson: Despite the fact that I grew up privileged
September 21, 2016 08:30 - 19 minutes - 27.1 MBRoy Atkinson grew up as a privileged kid. Then Roy found himself needing to work his way through high school and college while his mother tended to her ailing mother and Roy’s father. Roy had to get over several humps to move onward and upward. But one of Roy’s most valuable lessons came later.
086: Ann Parker: I had kind of lost my power
September 14, 2016 08:30 - 20 minutes - 28 MBAnn Parker was in her twenties and had become a shrunken version of herself. She lost confidence in herself and lost her identity. Her world and her future came crashing down and that’s when she reached inside and climbed out. Listen to Ann tell her story of finding new strength.
085: Bob Tiede: I didn’t think my heart was wrong
September 07, 2016 08:30 - 27 minutes - 38.3 MBBob Tiede had an Executive Vice President volunteer to fund raise for the organization he worked for. After two years he resigned. Shortly after that Bob learned the reason he resigned. It was because Bob was a benevolent teller. Listen to Bob’s story of how he learned a new way to move onward and upward faster.
084: Brian Sullivan: They all had their political agendas
August 31, 2016 08:30 - 25 minutes - 35 MBBrian Sullivan worked for an organization that would bring together an executive committee to make decisions on business they wanted to pursue. Because of all of their political agendas, the system wasn’t serving the company or customers very well. That’s when Brian pioneered a more customer-centric approach to sales that helped them to win better deals and avoid pursuing the bad deals.
083: Mike Wittenstein: I am by no means an actor
August 24, 2016 08:30 - 28 minutes - 39.4 MBMike Wittenstein had not acted since his junior high school play. But he decided to take an acting class and it helped him to grow his business. Listen to Mike tell his story of how he discovered a way to improve the customer experience by using the fine art of acting in a whole new way.
082: Megan Constantino: From that hump I got a baby bump
August 17, 2016 08:30 - 18 minutes - 25.4 MBMegan Constantino decided to go on national television to share one of the most un-cool, un-sexy things you could think about. Being completely driven by God, she and her husband Frank decided to go on the Steve Harvey to share their struggles with infertility and it made all the difference for them. Listen to Megan’s story of courage and getting over several humps.
081: Bill Dann: My Inadequacies led to him being crushed
August 10, 2016 08:30 - 23 minutes - 31.8 MBBill Dann was working for a native Alaskan run organization. The Board of Directors put a lot of pressure on Bill to replace himself with an Alaskan native, since it was the purpose of the organization. Bill hired a young leader and unfortunately he was put into a situation that he was not prepared for. He got creamed. Bill has never forgiven himself for that. Listen to Bill talk about the lesson he learned and how it can help you to move onward and upward faster.
080: Paul Maskill: I wasn’t really helping the business grow
August 03, 2016 08:30 - 27 minutes - 38.1 MBPaul Maskill was doing all of the busy admin work in his business. Paul was working 60-80 hours per week but was not leading his business. He was failing to take his business to the next level. That’s when Paul made a decision that ultimately led him to become the leader that generated the business growth that led him to an even bigger business opportunity.
079: Curtis Kopf: It takes time to get over that
July 27, 2016 08:30 - 15 minutes - 21.2 MBCurtis Kopf has a point of view on what he wants to do and he just wants to go do it. But when Curtis encounters someone with differing opinions he has had to learn how to prevent himself from dismissing them and pushing them out of the way. Listen to Curtis as he shares how he gets over this hump.
078: Bob Anderson: It meant bigger changes than I was up for
July 20, 2016 08:30 - 24 minutes - 33.9 MBBob Anderson started his career in the family business making hog food and dog food. One evening, while cleaning out a rail car full of feed ingredients, Bob said something out loud that sent him on a life long journey. Listen to Bob tell his story of how he got over the hump.
077: Adam Dorrell: It can be the kicker that gets you going
July 13, 2016 08:30 - 23 minutes - 32.2 MBAdam Dorrell had been made redundant three times in his career. The first time he had small children. The most recent time he had another set of small children. Listen to what happened to Adam and how he was able to move onward and upward.