Episode 11: What Is Social Selling? (Hint: It’s Not The Same As Social Media) – Featuring: Jill Rowley, Marketo

Episode 11: What is Social Selling? (Hint: it’s not the same as Social Media) – Featuring: Jill Rowley, Marketo

  • February 2, 2018

Do you look as good online as you do offline? In the latest Voice of Value episodeSocial Selling Guru Jill Rowley gives us tips to increase our social network bank accounts by making Digital Deposits that are valuable to our clients, contacts, and partners. Jill lives the ABCs of Social Selling, which are Always Be Connecting (and Curating) Content. She says Social Selling is one of the most important tactics a salesperson can employ, but it is one of the most misunderstood concepts in the industry today.

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Episode 8: From Relay Race To Rugby Scrum: The New Dynamic Of Sales, Marketing, And Customer Success – Featuring: Steve Silver, SiriusDecisions

Episode 8: From Relay Race to Rugby Scrum: The New Dynamic of Sales, Marketing, and Customer Success – Featuring: Steve Silver, SiriusDecisions

  • June 29, 2017

In this episode, Steve Silver compares sales, marketing, and customer success to a relay race: marketing begins the race by warming up a lead, passes the "baton" to sales, who passes it onto customer success. But this model, Steve says, is the old way. We're experiencing a transformation, where marketing, sales, and customer success no longer interact in a sequential manner, running the customer journey one after the other. Instead, it’s evolving to work like a rugby scrum: all three organizations running concurrently, supporting each other toward the common goal of retaining and growing the customer.

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Episode 7: The Neuroscience Of Trust – Featuring: Paul Zak, Author

Episode 7: The Neuroscience of Trust – Featuring: Paul Zak, Author

  • June 7, 2017

Trust is a critical factor in building high-impact and lasting customer relationships. But sometimes, trust can be elusive. Have you ever wondered why it's easy to build trust in some relationships, while in others, trust is more difficult to establish? To learn more about the neuroscience of trust, we invited author and researcher, Paul Zak, onto the podcast. Paul is the author of Trust Factor: The Science of Creating High-Performance Companies. Through the lens of neuroscience, Paul studies how to improve business outcomes.

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Episode 6: A SWAT Team Mixing Baby Bottles & An Outward Mindset – Featuring: Chip Huth, Kansas City, Missouri Police Department

Episode 6: A SWAT Team Mixing Baby Bottles & An Outward Mindset – Featuring: Chip Huth, Kansas City, Missouri Police Department

  • April 19, 2017

As a Captain at the Kansas City Police Department, Charles "Chip" Huth has addressed high-risk situations that most of us confront only in movies and crime television. But it hasn't all been Hollywood glamor. In his early days as captain, Chip's squad received the most complaints for search warrants in the department--even though they were executing proper behavior. Chip talks to Voice of Value host Chad Quinn about how a mindset shift eliminated search warrant complaints for six years, led to his team mixing baby bottles during a house search, and why he now turns the barcodes up for the cashier at Target. Read more of his story in The Outward Mindset by The Arbinger Institute.

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Episode 5: Oprah, Girl Scouts, And Black Swans – Featuring: Chris Voss, Black Swan Group

Episode 5: Oprah, Girl Scouts, and Black Swans – Featuring: Chris Voss, Black Swan Group

  • March 9, 2017

What can business leaders learn from an FBI hostage negotiator? Chris Voss is here to tell us. As a former FBI hostage and kidnapping negotiator, Voss has stories that could compete with the best crime and detective TV shows. Voss grew up in a small town in Iowa and was inspired by the cool demeanor of detectives in the police force who could handle negotiations with poise and calm. For 24 years, Voss worked for the Federal Bureau of Investigation leading international crisis and high-stakes negotiations. After his time at the Bureau, he went on to apply his expertise in negotiation to the business world. He teaches business negotiation in the MBA program at University of Southern California and Georgetown University and is the author of Never Split the Difference: Negotiating as If Your Life Depended On It. Voss talks to Voice of Value host Chad Quinn about how to uncover a black swan, why getting someone to say "that's right" is the key to negotiation, and how to discover the decision maker and deal killer in business conversations.

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Episode 4: Coaching Sports And Mastering Coffee – Featuring: Glenn Hartman, Starbucks

Episode 4: Coaching Sports and Mastering Coffee – Featuring: Glenn Hartman, Starbucks

  • February 14, 2017

Starbucks' SVP of Channel Development, Glenn Hartman, has built a successful career in leadership—from a 25-year stint at P&G where he led 3,000 people to his current role at Starbucks. But the force behind his impressive credentials is a passion for helping others reach their full potential. Known as “Coach Glenn” by his friends and coworkers, he applies a lifelong love of sports—both as a student-athlete at Yale and a coach of football, baseball, and soccer—to his unique leadership approach.

His investment in Starbucks partners (employees) translates to their customer relationships, also. Glenn says that “all great customer experiences begin with creating a great employee experience.” He talks to host Chad Quinn, Ecosystems’ President and Founder, about his life mantra to “live, love, and leave a legacy,” his experience meeting farmers in Costa Rica, and his journey to becoming a Starbucks Coffee Master.

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Episode 3: Maslow’s Hierarchy And Elements Of Value – Featuring: Eric Almquist, Bain & Company

Episode 3: Maslow’s Hierarchy and Elements of Value – Featuring: Eric Almquist, Bain & Company

  • October 20, 2016

Partner at Bain & Company, Eric Almquist, shares his research published in Harvard Business Review, "The 30 Elements of Customer Value." Almquist's research hypotheses originated when he noticed a trend: companies were delivering many aspects of value---beyond financial value---that were critically important to customers. Borrowing from Abraham Maslow's hierarchy of needs, Almquist structures elements of value in a pyramid, from "functional" elements all the way to "social impact" elements. Companies with multiple elements of value have greater customer loyalty and grow revenue at a faster rate than companies with just one element of value, according to this research. From his passion for photography and Leica cameras, to his research on the value of Amazon, BMW, and British Airways, Almquist shares what it means for companies to move beyond financial value with the lens of holistic value.

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Episode 2: Meet Your New Customer – Featuring: Mary Shea, Forrester

Episode 2: Meet Your New Customer – Featuring: Mary Shea, Forrester

  • March 3, 2016

Forrester's Principal Analyst in B2B Marketing, Mary Shea, discusses how The Age of the Customer is affecting sellers and marketers.  Prior to her career in sales and marketing, Shea received her Ph.D. in musicology and ethnomusicology from Kent State University and traveled globally for oboe performance. At Forrester, she now focuses on sales enablement strategies and changes in the evolving buyer and seller journey. Shea is a professor of marketing at The University of Chicago and speaks regularly on business topics.

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