Guest: Odmar Almeida-Filho, a coach at CEO Coaching International. Odmar has extensive global turnaround experience in consumer packaged goods, telecom and internet media technology, and consulting at companies including Procter &amp; Gamble, Dell, Telefonica, and Amway. Quick Background: If a struggling company is in need of a turnaround, usually the CEO needs to execute a personal turnaround too. That doesn't mean completely changing who you are as a leader. But it does mean that you'll need to place a renewed emphasis on certain leadership traits in order to reorganize and reenergize your company before a bump in the road turns into a gaping pit. On today's show, Odmar Almeida-Filho explains the five-part roadmap he's used both as a CEO and as an entrepreneur coach to execute successful turnarounds that set struggling companies back on track.

A Turnaround Expert's 5-Step Process for Rejuvenating Struggling Companies

Guests: CEO Coaching International's Mark Moses, Don Schiavone, Craig Coleman, and Christopher Larkins. Quick Background: In 2016, Mark Moses' book Make BIG Happen asked CEOs four questions that can transform businesses: What do you want? How do you get what you want? What could stand in the way of you getting what you want? How do you hold yourself accountable? Now, Mark and three of his colleagues at CEO Coaching International have expanded upon that framework and detailed the proven system that we use to help CEOs achieve exponential growth. "Our clients kept asking us, what is it that leads some firms to sell their businesses for nine figures or more," Mark says. "We wrestled down the rhythms and concepts of this execution framework to help companies perform at the highest level." Their new book, Making BIG Happen, debuted at #5 on The Wall Street Journal hardcover business bestseller list and hit #1 on Porchlight Book Company's best seller list. On today's show, Mark, Don, Craig, and Chris dig into how the Making BIG Happen System works, client success stories, and the leadership mindset that separates so-so companies from the ones that grow BIG.

These CEO Coaches Literally Wrote the Book on Making BIG Happen

Guest: Chris Mellon, a coach at CEO Coaching International. Chris has over three decades of leadership experience as CEO, CFO, and COO in various industries, including wholesale distribution, banking, consulting and advisory services, formation and sale of SaaS entities, and public accounting.&nbsp; Quick Background: BIG growth isn't an accident or a stroke of good luck -- it's a process. And committing to that process through intentional planning and continuous review is the only way to sustain growth while staying true to your company's culture and values.&nbsp; On today's show, Chris Mellon explains the 4 things he focused on as a hired gun CEO leading a family-run business from $300 million in revenue to almost $4 billion.

4 Keys on the Path to Outrageous (and Profitable) Sales Growth

Guest: Frank de Jong, a coach at CEO Coaching International. Frank spent 33 years leading customer-centric growth and profit planning strategies for hundreds of business units and companies all over the world. He spent 20 years as an expatriate in the Middle East, Europe, and Asia, learning regional business practices, unique market opportunities, and local culture with Emerson Automation Solutions.&nbsp; Quick Background: Learning to unplug from your company and separate life from business is an essential CEO skill. But how does a leader continue to lead through a loss so catastrophic that it completely upends your responsibilities, your priorities, and your very sense of self? On today's show, Frank de Jong discusses what he learned about resilience, fatherhood, friendship, and leadership while coping with the loss of his wife.

How to Deal with Life and Work When Hit With a Personal Loss

Quick Background: Anybody can be a critic, especially when times are tough and a business is struggling to find its footing in an uncertain economy. But, to paraphrase Teddy Roosevelt, not everyone has what it takes to stand in the arena and lead a company to BIG. On today's show Angela Korompilas explains how she led her hotel operating supplies and equipment provider to 10X growth and $1 billion in revenue.

5 Keys to Leading Your Business to 10X Growth

Guest: Lionel Marumahoko, an action-oriented authority on emerging markets, global projects, and people management. Lionel developed his expertise over a 25-year career that included working as a senior executive for Coca-Cola in Africa. Overview: Delegation and communication are two essential skills that young leaders often struggle to master. Working with a seasoned CEO coach can open a new CEO's eyes to these blind spots sooner so that they can Make BIG Happen faster. On today's show, Lionel Marumahoko opens up about how coaching helped him grow from a cocky 25-year-old into an effective senior leader at one of the most respected brands in the world.&nbsp;

Unlocking CEO Potential: Lionel Marumahoko's Transformation from Cocky 25-Year Old to Effective Executive

Guest: Kurt Wilkin, Co-Founder and former CEO of HireBetter and a Managing Partner of Bee Cave Capital. Kurt is also the author of a new book, Who’s Your Mike? A No-BS Guide to the People You’ll Meet on Your Entrepreneurial Journey. Overview: A fast-growing company will only keep accelerating towards BIG if it has the right people working the right jobs. Sometimes CEOs can maintain that alignment with a mission and values system that inspires good performers to become great. In other cases, CEOs need the courage to make difficult decisions and the EQ to help folks exit the company as gracefully as possible.&nbsp; On today's show, Kurt Wilkin discusses how CEOs can avoid some common people challenges and assemble next-level teams that will Make BIG Happen.&nbsp;

HireBetter's Kurt Wilkin on the People Who Could Be Hampering Your Company's Long-Term Growth

Guest: Mark Miller, the CEO of Connective, a community-based social services nonprofit operating in British Columbia and the Yukon to create safe, healthy, and inclusive communities for all. Overview: A nonprofit may not have the exact same goals as a for-profit business. But the principles of success are no different for a nonprofit CEO: have a vision that benefits all stakeholders, track, measure, and manage progress towards milestones every day, and assemble a team of people who care about your mission and will work hard to Make BIG Happen.&nbsp; On today's show, Mark Miller explains how he professionalized his nonprofit and grew the organization by more than 700% in seven years.

Mark Miller on Using For Profit Business Principles To Rapidly Grow His Nonprofit and Make a BIG  Impact

Guest: Randy Koch, a coach at CEO Coaching International. Randy drew on his 11 years of AI and Data experience to build CEO Coaching International’s CEO AI Roadmap Product (AI Strategy for CEOs). He also leads AI Strategy Workshops with our clients and coaches.&nbsp; Quick Background: The hype around AI is so BIG that many CEOs struggle to zero in on two-to-three specific, practical, and actionable applications. That's where our CEO AI Roadmap comes in. The combination of our proven best practices and cutting-edge analysis of the latest AI trends will help CEOs develop a comprehensive AI strategy that delivers BIG results. On today's show, Randy Koch gives an overview of the process CEOs can use to build their own CEO AI Roadmaps, leverage AI to its full potential, and Make BIG Happen.

How to Turn AI Hype Into BIG Profits by Executing a CEO AI Roadmap with Randy Koch

Guest: Edward Hughes, a coach at CEO Coaching International. Edward is a seasoned entrepreneur and business leader with two decades of experience as a CEO and three decades in senior leadership across Technology, Consumer Products, and Sporting Goods companies. He's also an Adjunct Professor at the University of California, Irvine, teaching General Management and Entrepreneurship in MBA and Executive MBA programs.&nbsp; Quick Background: There's no one way to be an effective business leader. But the CEO's unique alchemy of personality, strategy, and vision has to inspire trust from employees at every level of the organization. If your employees don't believe in you, they won't be willing to follow you through the inevitable ups and downs on the way to Making BIG Happen.&nbsp; On today's show Edward Hughes discusses his comprehensive leadership philosophy, which emphasizes building trust to drive success and foster a high-growth culture.

Edward Hughes On The Leadership Traits that Build Trust and Make BIG Happen

Guest: Greg Coticchia, a coach at CEO Coaching International. Greg is a six-time CEO, award-winning entrepreneur, business leader, professor, and author with over 30 years’ experience in tech products and services. Quick Background: Innovation is the lifeblood of a growing company. If you're not continuously improving your products and services and exploring new marketplaces, you're putting a cap on your business' potential, and creating an opening that younger, nimbler, and braver competitors will march right through. On today's show, we explore Greg Coticchia's process for mastering new product development and building a culture of innovation that will Make BIG Happen.

Greg Coticchia: Here's How to Master New Product Development and Build a Culture of Innovation

Guest: Wendy Mather, CEO of . Wendy and her team "bring creative ideas and stories to life through bespoke merchandise that people want to keep for years."   Overview: When you're sitting in the CEO's chair, there's only one step up left in an organization. But opportunities to grab an ownership stake are rare. CEOs who want a BIG piece of the pie have to be personally, professionally, and financially prepared to seize that moment.   On today's show, Wendy Mather explains how she purchased RDP Creative -- with a little help from some very supportive friends. She also discusses how she uses empathetic leadership and the power of positivity to shape a winning culture and .

Buying the Company You Work For: How Wendy Mather Risked Everything and Became a First-Time CEO

Guest: Lisa Tanzer, a coach at CEO Coaching International. Lisa is an accomplished executive with over 30 years of experience, including 10 years in CEO and president’s roles and 10 years leading marketing teams as the CMO. She’s worked with Fortune 1000 companies like Gillette, Staples, and Hasbro, as well as privately held and venture-backed companies across a range of industries. Quick Background: Nothing can move the needle on your company’s ceiling quicker than talent. That’s why great companies hire the best people, period. But how do you know if your teams are coalescing around the company’s BIG goals and cultural values? On today’s show, Lisa Tanzer details the five traits of high-performing teams and her proven approach to building and managing the talent CEOs need to Make BIG Happen.

The Five Traits of High-Performing Teams With Lisa Tanzer

Guest: Mary Naylor, a coach at CEO Coaching International. Mary is a repeat founder, CEO, and board member working in diverse sectors including customer loyalty, consumer services, concierge and lifestyle services, hospitality, travel, financial services, call center customer service, and technology platforms. She has 30 years of expertise in enterprise business development, go-to-market strategies, sales optimization, channel partnerships, team building, and fundraising. Quick Background: What's the BIGGEST mistake CEOs make about their go-to-market strategy? Acting like it's finished.&nbsp; Consistently studying and refining your value proposition, customer profile, and messaging is the only way to keep your company competing, growing, and Making BIG Happen.&nbsp; On today's show, Mary Naylor walks us through the five steps she uses to ensure that a CEO's go-to-market strategy stays relevant and dynamic in a constantly evolving marketplace.

Five Steps to a Dynamic Go-To-Market Strategy with Mary Naylor

Guest:&nbsp;, a coach at CEO Coaching International. Anthony is an experienced entrepreneur and CEO who led his latest venture-backed SaaS firm YayPay from its inception to a successful exit. Quick Background:&nbsp;Why are some founders and CEOs able to repeat BIG success? Because they understand that winning a market, consistent growth,&nbsp;. Once you’ve learned how to install specific, measurable, and actionable systems, you can repeat those processes at new companies, and even in new industries. And the best of the best, like the team at CEO Coaching International, can teach other CEOs how to do the same and. On today’s show, Anthony Venus discusses how his leadership and strategic vision fueled YayPay’s growth and ultimate success, the importance of developing a strong company culture, and what his recent travels have taught him about the need for CEOs to lead with passion and purpose.

A Proven Process for Achieving Strong Culture, Rapid Growth, and a BIG Exit from Anthony Venus

Guest: Greg Martin, an entrepreneur, CEO, private equity investor, and a coach at CEO Coaching International. Greg led four separate companies onto the Inc. 5000 list while achieving growth rates of over 6,000%. Combined, his businesses have generated more than $3 billion in revenue, created over 2,500 jobs, and resulted in two high-eight-figure exits. Quick Background: A great company is always BIGGER than the sum of its parts. The very highest performers align everything they do around key elements that ground the company's purpose and guide its daily operations towards achieving BIG goals.&nbsp; On today's show, Greg Martin explains the five business elements all CEOs need to align to Make BIG Happen.

How to Align Vision, Mission, Culture, Strategy & Execution for Explosive Growth with Greg Martin

Guest: Spencer Shaffer, a coach at CEO Coaching International. Spencer is a four-time CEO and entrepreneur with a wealth of experience across engineering services, energy, technology, and software as a service business models. He’s also been a YPO member since 2006. Over the past 26 years, Spencer has led numerous business transformations through M&A, scaling operations, leadership development, and change management. He is passionate about building people, teams, and cultures.

Quick Background: The very best companies make the hard work of daily execution and consistent progress look easy. But to lead a company to that place where every cog is in sync and every flywheel is spinning, the CEO has to master three essential elements that keep people and processes heading in the same direction.

On today’s show, Spencer Shaffer dives into how these three essential elements combined with his top tactics for driving powerful execution will Make BIG Happen.

Powerful Tactics to Drive Impactful Execution in Your Organization With Spencer Shaffer

Guest: Matt Plitt, President &amp; Chief Executive Officer of Valent U.S.A. LLC, which is part of Sumitomo Chemicals Global Agricultural Operations. Matt is responsible for driving growth across Canada, Mexico, and the U.S. Overview: Every BIG is even BIGGER at a truly global business. Subsidiaries and their holding companies need to synchronize culture and processes to achieve a wide array of goals that impact a huge number of stakeholders. But leaders also have to be able to identify the specific action items that belong at the top of their to-do lists so that their company finds that sweet spot between operational rigor and optimal performance.&nbsp; On today's show, Matt Plitt explains how he led Valent by building a culture that balances entrepreneurial spirit with discipline. He also explains how working with CEO Coaching International helped him implement a framework for high performance, cultural alignment, and accountability.

How to Build a High-Performance Culture in a Global Company with Matt Plitt

Guest: Erin Cigich, CEO of Perform[cb], a leading outcome-based marketing firm that helps brands acquire customers on a performance-based model where companies pay only for real results. Overview: Every BIG starts small. In order to achieve their vision and sustain growth, the CEO has to establish precise, actionable steps that build towards measurable results. Keep the right numbers trending in the right direction every day, month, quarter, and year, and you'll keep Making BIG Happen.&nbsp; On today's show, Erin Cigich explains how thinking about sales as a "math problem" and working with a CEO coach have been instrumental in helping the company beat its sales target by more than 200%. We also talk about leveraging AI for customer acquisition, clarifying your ideal customer profile, and building a performance-based culture.

Erin Cigich on How Coaching Helped Her Think of Sales as a Math Problem and Grow BIG

Guest: Dina Coker, the founder and CEO of Akcel Partners, a groundbreaking company that specializes in providing outsourced sales talent that is tailored to meet the specific challenges of its clients. Overview: Making BIG Happen requires a sales strategy that's innovative, adaptable, and capable of sustaining scale. But sales isn't a core competency at all firms -- especially start-ups and companies that are laser-focused on product development. Outsourcing can give CEOs quick access to a world-class sales team while their company keeps doing what it does best.&nbsp; On today's show, Dina Coker explains how she deploys outsourced sales teams that complement or replace traditional in-house structures. She also discusses the critical moments when CEOs should consider leveraging outsourced sales talent and the key strategies for turning sales into a BIG advantage.

Using a Customized Outsourced Sales Team to Achieve BIG Scale with Dina Coker

Guest: Chris Stakich, Chief Community Officer at CEO Coaching International. Chris oversees our business forums, in-person events, and communication hubs. Prior to joining the team, Chris was the Chief Experience Officer at YPO where he oversaw 500+ global events, 6,500+ forums, all strategic partnerships, and the member learning strategy. Quick Background: Learning and leadership growth should always be at the top of a CEO's list of New Year's goals. One of the most impactful ways to accelerate that learning is by connecting with other leaders. Business forums can  provide a structured and supportive environment to share your experiences, reflect on your challenges, and learn from your peers so that you can elevate your business skills and accelerate your success. On today's show, Chris Stakich discusses how CEO Coaching International's new business forums complement the coaching experience and will help CEOS Make BIG Happen in 2025.

Chris Stakich on How Joining a Business Forum Can Help CEOS Learn, Connect, and Make BIG Happen in 2025

Are you ready to achieve the unimaginable this year? Then register now for the 2025 Make BIG Happen Summit, April 24-27 at the Fontainebleau Miami Beach Hotel. This year, in addition to our usual lineup of world-class speakers and social events, we’re excited to unveil our exclusive “MBH” program—a full MBA experience distilled into one intensive day. You’ll gain strategies and insights directly from renowned experts like Good To Great author Jim Collins, and Harvard Business School professors Deepak Malhotra and Boris Groysberg.&nbsp; For a preview of the kind of inspiring, motivating, and actionable presentations you can expect at the Make BIG Happen Summit, listen to 2019 speaker John DiJulius deliver a masterclass on exceptional customer service.&nbsp; Guest: John DiJulius, Chief Revolution Officer and President of the DiJulius Group. Quick Background: Most companies get customer service all wrong. They make a big show of designing shiny apps, building amazing showrooms, and rolling out cutting-edge products. But they forget to put laser focus on who actually pays for all that—the customer! When you deepen your customer relationships and focus on creating a memorable experience, you can charge a premium price and retain clients for life. “Technology is only 10% of the experience,” says customer service expert John DiJulius, while your person who delivers the service is the other 90%. “Technology can never build a rapport, show empathy, or make a brilliant comeback when we drop the ball, but you can,” John says. Many businesses are trying to de-emphasize the importance of the employee and replace them with chatbots and AI. But that technology will never outperform a well-trained human who steps in when your customer needs personalized help. In this presentation, recorded live at the 2019 CEO Coaching International Summit, John DiJulius explains how you can train your team to own every problem, make meaningful connections with every customer, and create a world-class customer experience that will drive BIG business.

Make BIG Happen Summit Flashback: 4 Ways to Deliver World-Class Customer Service from John DiJulius

Guest: Brian Mergelas, a coach at CEO Coaching International.  Brian is an accomplished leader with over 25 years of experience in driving growth, innovation, and operational excellence for global technology companies and startups. Quick Background: As AI usage becomes more and more mainstream, companies that didn't have the foresight to include an AI road map in their last few annual planning sessions are scrambling onto the bandwagon. But if your company is in catch-up mode, you'll never gain ground in this rapidly evolving space without a plan for analyzing your options, building up your infrastructure, and streamlining integration. On today's show, Brian Mergelas  explains how leaders can use AI to unlock value in their businesses. Brian shares his insights on developing an AI strategy, navigating its challenges, and its potential to revolutionize industries, including yours. We also explore practical examples of leveraging AI for process improvements, innovation, and decision-making to Make BIG Happen.

AI Integration for CEOs: Avoid the Hype and Build a Real Competitive Edge with Brian Mergelas

It takes discipline, character, and grit to be an Ironman--let alone a 15-time Ironman finisher. After finishing the Ironman in Kona back in 2013, Jack sat on the beach and reflected back on his life in business and sports and came up with 7 lessons learned in his Ironman journey. These lessons are universal and apply whether you're running a Fortune 500 company or the next hot startup.

The Most Important 6 Inches: What Finishing 15 Ironman Competitions Teaches You About Business

Strategic planning is a relic from a bygone era. Today, the most successful companies create an "Execution Plan" that identifies then delivers on the company's key objectives and initiatives for the year. In today's episode, Sheldon Harris walks us through a specific process that your leadership team can use to implement your own "Execution Plan" and make your next 12 months the most profitable ever.

Forget Strategic Planning--Here's How to Get Better Results

Companies fail when their leaders fail to execute. But why do entrepreneurs fail in the first place? What are the habits of high-performing CEOs that anyone running a business should incorporate into their own routines and growth strategies?

Mark Moses has been asking these provocative questions for over 20 years, and using the answers to turn around distressed companies and guide top firms to exponential growth.

On today’s show, Mark discusses the top five reasons that entrepreneurs fail to create successful businesses, and the exercises he has designed to make sure your business steers clear of the same pitfalls.

5 BIG Reasons Why Entrepreneurs Fail and What to Do About It

Richard Sapio is the founder of Mutual Capital Alliance, and its CEO for the last twenty years.

When his dad died unexpectedly, 13-year-old Richard's life was thrown into chaos. That experience instilled in Richard both a DIY entrepreneurial spirit, and a passion for finding order. During the 2008 economic downturn, Richard had the bright idea to bid on private lunches with six Texas billionaires. The investment paid off as Richard enjoyed personal master classes from some of the most successful people in the country…and it led to many more billionaire interviews.

On today’s show, Richard discusses the thought and behavioral patterns common to billionaires, and how he believes CEOs of all sizes can leverage those patterns to create “an entrepreneur in every home."

What I Learned From Interviewing More Than 40 Billionaires

Two college best friends create their dream startup. Sounds like the classic entrepreneur fairy tale. Except the startup was a real estate company, and the year was 2007. You can probably guess what happened next – that is, until Oliver Seidler decided to pivot from a small company stuck in survival mode to a BIG business.

On today’s show, Oliver explains how he used technology, key performance indicators, top talent, and a commitment to his vision to pivot Property Force into a scalable, multimillion dollar business.

4 Strategies to Pivot Your Business from Small to BIG

Rafe Wilkinson discusses what his NFL career taught him about playing to his strengths, the importance of team-building, and how he hurdled a common CEO stumbling block while growing his company from 30 employees to over 1,000.

Former NFL Player Rafe Wilkinson Shares His Game Plan for Building a Winning Business

When we find a great new restaurant, see a great new movie, or upgrade to a great new piece of tech, we tell everyone we know, “I really love this, you gotta check it out!” Smart companies are learning how to cultivate that same kind of reaction in their workplaces. Employees who love where they work promote your business to their social and professional circles, stick with their companies longer, and go above and beyond because they feel like they’re part of making something BIG happen. On today’s show, Keith Alper discusses the importance of culture and employee engagement, and how to inspire your team to go from liking your company to loving it. Keith also shares some key insights from his long entrepreneurial career, including how he managed to maintain a very effective business partnership for more than three decades.

Inspire Your Team to Go from Liking Your Company to Loving It

Dr. Gill Heart served more than seven years in the Israel Defense Force's most elite and stressful unit. He went undercover behind enemy lines and came face-to-face with life or death situations. After receiving his&nbsp;PhD in Biomedical Engineering from Imperial College, London University, Dr. Heart moved to the United States and became an entrepreneur. He founded and successfully managed venture-backed medical device startups that were primarily focused on neurological and brain applications. Now Dr. Heart has combined his military training, his study of Jewish mysticism and philosophy, and his business acumen to create a training regimen to help people manage stress in both their personal and professional lives. On today's show, Dr. Gill Heart discusses the mental training that is necessary to deal effectively with extremely stressful situations. CEOs may not be able to control when a cash flow crisis or social media firestorm flares up. But we can control how we react to stressful situations so that both our businesses and our bodies keep executing at a high level.

Former Israel Defense Force Captain Says Here's How to Stay Cool Under Enemy Fire

How did Grasshopper grow from a virtual voicemail leader to a $170 million-dollar sale? In no small part, because they hired a superstar COO: Don Schiavone. Don’s SaaS and technology expertise combined with his commitment to rigorous testing and annual planning were instrumental in getting Grasshopper BIG. On today’s show, Don&nbsp;Schiavone, who is now Managing Director of CEO Coaching International, explains how to fine-tune your baseline forecast to create a compounding effect that will accelerate your growth way beyond what companies can accomplish with more traditional top-down planning. If you incorporate Don’s proven best practices into your own upcoming planning sessions, you’ll be well on your way to a BIG 2019.

This Financial Plan Led to a $170 Million Exit

No, Amazon and the other tech giants have not wiped out family-run businesses. In fact, one third of Sheldon Harris' coaching clients are family-run businesses that feature multiple family members in various roles. And in Sheldon’s experience, that arrangement can be just as complicated as it sounds. “It's hard to find a business that doesn't have challenges,” he says, “and it's hard to find a family that doesn't have challenges. So those things are just amplified in the case where you've got both of those dynamics going on.” On today’s show, Sheldon Harris discusses how family-run businesses can learn to keep their family issues from running the business into the ground.

4 Ways to Flip Family Business Stress to BIG Success

Blockbuster. Xerox. MySpace. And, yes, Kodak. These businesses are long gone, but they endure as cautionary tales to any CEO who’s complacent. But dealing with disruption isn’t just about planning ahead: it’s about cultivating a culture and a mindset within your team that prioritizes innovation, experimentation, and above all, BIG thinking. On today’s show, Jaime Szulc shares the steps you can take to position your company so it's on the giving end of disruption, not the receiving end. Jaime also discusses some warning signs he spotted during the end of his tenure at Kodak that all CEOs should be on the lookout for if they want to avoid a similar fate.

A Former Kodak Exec’s Disruption Mindset Will Keep You From Becoming Kodak

Many ambitious companies learn too late that there’s a BIG difference between the size of your total market and the size of your addressable market. But focusing on your addressable market without limiting your growth potential can be tricky, especially if you don’t have a clear vision forward and a mastery of the key numbers driving your business. On today’s show, former Samsung NeuroLogica CEO Phil Sullivan discusses a three-step process he used at Samsung that will keep your company’s growth and the size of your addressable market in sync.

A Former Samsung CEO Shares His 3-Step Process for Sizing and Seizing Your Market Space

We all want our customers to be happy. But what happens when they’re not? No matter how delighted your customers are when your products and services deliver as advertised, at some point, a shipment will get buried in a blizzard, software will crash, a green employee will say the wrong thing at the worst time … or a global pandemic will disrupt your supply chain. According to customer service expert Matt Dixon, how your company addresses those bumps in the road is far more critical to generating customer loyalty than all those perfect, positive experiences the customer might be taking for granted. On today’s episode, Matt discusses some insights from his book “The Effortless Experience: Conquering the New Battleground for Customer Loyalty" that will help you refocus your customer service on what really creates lasting repeat business: quick problem solving and ease of use.

The Four Pillars of an Effortless Experience that Grows Customer Loyalty

Guest: CEO Coaching International’s Stephen Bebis. Stephen held a variety of senior merchandising roles at Home Depot before being named the VP General Merchandise Manager for the Mid-South Division. He also founded Aikenhead's Improvement Warehouse and built it to $1 billion in sales before selling it to Home Depot. After the acquisition, Stephen served as President and CEO of Home Depot Canada and chairman of the Aikenhead/Home Depot Partnership Board. Stephen also founded Golf Town, built it to 65 stores, and took the company public. Episode in a Tweet: There's always a crisis somewhere. The best leaders have a continuous planning process and the right people to execute it. Quick Background:&nbsp;When Stephen Bebis joined Home Depot in 1984 the company had just 14 stores. When he left in 1990, he was running a $20 billion division as a head merchant and was the VP of the southern part of the country. And while some might look back on the ’80s and early ‘90s as a booming time for business, think about everything that happened during the 6 years that Stephen helped Home Depot grow. Two presidential elections. Black Monday, 1987. Tumult in the Middle East, including Russia’s invasion of Afghanistan. Not to mention annual hurricane seasons and other unpredictable disasters. No, running a business isn’t easy during Covid-19. But as Stephen discusses on today’s show, CEOs always have to be prepared to adjust to unforeseen circumstances and refocus their efforts on how to satisfy and grow their customer base.

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