The Connected Leadership Podcast

By: Evergreen Podcasts
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  • Summary

  • Speaker and author on professional relationships, Andy Lopata, explores great connections with experts and high achievers worldwide.
    Andy Lopata, H & A Lopata ltd 2020
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Career Success Economics Leadership
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Episodes
  • Ridiculously Easy to Do Business With... David Avrin

    Ridiculously Easy to Do Business With... David Avrin
    Dec 2 2024
    In this month’s premiere episode of the Connected Leadership Podcast, Andy Lopata interviews David Avrin. David is one of the most in-demand Customer Experience speakers and consultants in the world today, He has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world. David helps organisations better understand and connect with their customers and clients to help future-proof their businesses. David's insights have been featured on thousands of media outlets around the world. He is also the author of seven books including the acclaimed: It's Not Who You Know, It's Who Knows You! Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With. Andy and David explore the crucial differences between customer service and customer experience, highlighting that while good service is essential, it's the overall experience that truly drives customer loyalty in today's competitive market. David argues that while many businesses boast high-quality products and services, the experience they provide is often far from ideal, leading to customer frustration. Their conversation traces the changing landscape of customer interaction, particularly the role of social media and the increasing reliance on AI-powered chatbots. While social media once served as a powerful tool for holding companies accountable, its effectiveness appears to be waning, as organisations struggle to manage the sheer volume of feedback. They also highlight the significant generational differences in customer expectations and preferences regarding technology. While younger generations are tech-savvy and prefer self-service options, older generations often require more personalised assistance. This necessitates an "omni-channel" approach, offering a variety of ways for customers to engage based on their individual needs and preferences. The overuse of surveys is criticised, with David suggesting that less frequent, shorter, and simpler surveys are more effective. Building relatability and likability within a brand's identity is emphasised, and it's suggested that businesses shouldn't necessarily aim to please everyone, but to be the best choice for their target audience. Finally, Andy and David reflect on the importance of striking a balance between efficiency and personalisation, prioritising speed and respect for customers' time. They emphasise that while businesses strive for predictability and efficiency, they must not lose sight of the human element and the importance of making the customer experience not just competent, but preferable. What we discussed: 1. Customer Service vs. Customer Experience: Understand the critical distinction and why customer experience trumps service in today's market. 2. The Evolving Role of Social Media: Social media's influence on customer feedback is shifting and how businesses can adapt. 3. AI and Human Interaction: What is the optimal balance between AI-driven efficiency and essential human interaction. 4. Generational Differences: How to cater to the diverse needs and technological preferences of different generations. 5. The Power of Feedback (and the Perils of Overdoing It): How to effectively gather and use customer feedback without causing frustration Listen to this episode to gain actionable insights into creating a superior customer experience, leveraging technology effectively, and navigating the complexities of a multi-generational market. Connect with Andy Lopata: Website | Instagram | LinkedIn | X/Twitter | YouTube Connect with David Avrin: Website |LinkedIn |Facebook | YouTube The Financial Times Guide to Mentoring Ridiculously Easy to Do Business With.
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    43 mins
  • Complete Guide To Effective Mentoring with Andy Lopata

    Complete Guide To Effective Mentoring with Andy Lopata
    Nov 25 2024
    In this episode of the Connected Leadership Bytes, we feature Andy Lopata’s guest interview on the Authority Podcast with Ross Romano. Andy is a specialist speaker on professional relationships and co-author with Dr Ruth Gotian, of the Financial Times Guide to Mentoring. Mentoring in its various forms and benefits for both mentors and mentees is discussed. Andy explains that mentoring isn't just a hierarchical senior-junior relationship; it can be reverse mentoring (junior mentoring senior), peer-to-peer and formal/informal approaches. He emphasises the importance of having a "mentoring team," drawing support from various individuals. Andy and Ross agree that the qualifications for being a mentor are experience and expertise rather than formal qualifications. Andy explains the distinctions between mentoring, coaching, role models, and sponsors. The podcast also discusses what mentors should expect from mentees (commitment, accountability, openness to challenge) and vice versa. Andy also advocates for an abundance mentality in mentoring, both at an individual and organisational level, arguing that investment in mentorship yields significant returns in terms of staff retention, upskilling, and creating a positive work environment. Key Takeaways: Diverse Mentoring Models: Andy shared that mentoring extends beyond the traditional hierarchical model to include reverse mentoring, peer-to-peer mentoring, and informal mentoring teams, catering to diverse needs and situations. Clarity of Objectives: He emphasised the crucial role of clearly defined goals and objectives for both mentor and mentee to ensure the relationship's effectiveness and to prevent it from stalling. Honest and Supportive Guidance: The balance between honest feedback and supportive encouragement is critical. Mentors should challenge mentees while providing the support needed to succeed. Accountability and Commitment: A successful mentoring relationship requires both parties' commitment and willingness to be held accountable for agreed-upon actions and goals. Organisational Mentorship Programmes: To be successful these programmes require strategic planning, senior management buy-in, and peer-level support to ensure effectiveness and prevent resentment within teams. SELECTED LINKS FROM THE EPISODE Connect with Andy Lopata: Website | Instagram | LinkedIn | X/Twitter | YouTube Connect with Ross Romano: Website |LinkedIn |X/Twitter The Financial Times Guide to Mentoring
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    33 mins
  • The Happiness Revolution featuring Paul McGee

    The Happiness Revolution featuring Paul McGee
    Nov 18 2024
    This week, Connected Leadership Bytes dives into a conversation with Paul McGee, author and speaker known for his book “SUMO (Shut Up, Move On) and his latest release “The Happiness Revolution”. Andy and Paul explore the complexities of happiness in a world filled with technological advancements and social media pressures. Paul emphasises that happiness is not a destination but a byproduct of living life well, embracing challenges, and fostering meaningful connections. He highlights the importance of embracing a holistic approach to well-being, taking care of our physical, mental, and emotional health. Social media, while offering connection, can also contribute to aims of social perfectionism and unrealistic comparisons, leading to unhappiness. Paul advocates for a mindful approach to social media, using it as a tool for connection and inspiration while recognising its potential pitfalls. There is a tendency to postpone happiness until we achieve certain goals. Paul suggests finding happiness in the present moment and not solely relying on external factors. The episode concludes by exploring the connection between happiness and professional relationships. Paul argues that happier individuals create a more positive work environment and foster stronger professional connections Key takeaways from the episode · Happiness is a byproduct, not a destination: This resonates with the idea of finding joy in the journey, not just the destination, which is a key principle for successful and sustainable leadership. · Holistic well-being is crucial: Happiness is not solely about emotions. Take a holistic approach that encompasses physical, mental, and emotional well-being. · Social Media: A tool, not a master:. Use social media mindfully as a tool for connection and inspiration, but avoid letting it define your worth or happiness. This emphasises the need for leaders to be aware of how social media impacts their own well-being and the well-being of their team members. · Authenticity is key: Authenticity and vulnerability are essential for strong leadership. Sharing your struggles and challenges alongside your successes builds trust and connection with your team, creating a more human and supportive environment. · Embrace imperfection: Aim for excellence, but recognise that perfectionism is unrealistic and can be detrimental to your well-being. Embrace your flaws and failures as opportunities for growth. This encourages leaders to be more relatable, create a culture of learning, and foster a sense of psychological safety within their teams. · Happy people build strong connections: Happiness has a positive impact on professional relationships. Be kind, grateful, and focus on building genuine connections. This highlights the importance of emotional intelligence and creating a positive work environment for successful leadership. Connect with Andy Lopata: Website | Instagram | LinkedIn | X/Twitter | YouTube Connect with Paul Mcgee: Website |LinkedIn |X/Twitter The Financial Times Guide to Mentoring
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    23 mins

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