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.
    Show More Show Less
    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
    Show More Show Less
    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
    Show More Show Less
    23 mins
  • From Wham! To Woo featuring Janey Lee Grace

    From Wham! To Woo featuring Janey Lee Grace
    Nov 11 2024
    Get ready to raise a glass... of sparkling water! In this episode of Connected Leadership Bytes, Andy Lopata revisits his episode with Janey Lee Grace, a familiar voice from BBC Radio 2 and a passionate advocate for alcohol-free living. Janey shares her personal journey from pop star to radio presenter, revealing how she navigated a world obsessed with alcohol and ultimately decided to embrace a sober lifestyle. She discusses how alcohol is deeply ingrained in our culture, and the challenges of politely declining a drink without feeling like you're missing out. Janey and Andy discuss the crucial role of connection in overcoming addiction, highlighting the power of community and finding a sense of belonging. She talks about the Sober Club, a space she created to support individuals on their alcohol-free journeys, and emphasises the importance of having people you can connect with and rely on as you navigate a sober life. Andy and Janey conclude with a call to action, urging listeners and leaders to challenge the assumption that alcohol is essential for building relationships. They offer insights on how to create more inclusive environments where everyone feels comfortable, regardless of their choices around alcohol. Janey's new book, "From WHAM! to WOO: A Life on the Mic," is a must-read for anyone who loves music, radio, and behind-the-scenes stories. She takes us back to her early days in the music industry, from singing backup for Mari Wilson and the Wilsations to touring the world with WHAM! · It's time to challenge the "alcohol is essential" myth. There are plenty of ways to build strong relationships without relying on a drink. · You're not alone. There are countless people who have embraced a sober lifestyle and have discovered incredible benefits. · Don't be afraid to say "no" to alcohol. It's your right to choose what you put in your body. · Connection is key. Find a supportive community, online or offline, to help you stay motivated and on track. · Leaders, it's your job to create inclusive work cultures. Make sure everyone feels welcome, regardless of their choices around alcohol. Connect with Andy Lopata: Website | Instagram | LinkedIn | X/Twitter | YouTube Connect with Janey Lee Grace: Website |LinkedIn |X/Twitter Listen to the full episode of this podcast The Financial Times Guide to Mentoring From WHAM! to WOO: A Life on the Mic by Janey Lee Grace
    Show More Show Less
    27 mins
  • The Power of Tough Questions With Nathan Farrugia

    The Power of Tough Questions With Nathan Farrugia
    Nov 4 2024
    In this episode of the Connected Leadership Podcast, host Andy Lopata welcomes Nathan Farrugia, leader of the Vistage Group. Nathan is an experienced business coach with more than 20 years’ experience across technology, construction, healthcare, education, and hospitality, as well as a TEDx speaker, philanthropist and record-breaking adventurer. Nathan's impressive resume includes setting a world record for running 27 marathons in 27 countries in 27 days. Andy and Nathan examine the art of asking tough questions, a skill vital for leaders. Nathan believes many leaders, particularly those grappling with burnout and change, are not being asked the crucial question, "Is what you're doing aligned with your purpose in life?" This existential query, often avoided in everyday interactions, becomes a cornerstone of Nathan's coaching approach, prompting introspection and reflection. Exploring the delicate balance between assertiveness and vulnerability in coaching, Nathan emphasises the importance of earning trust before delving into deeper, potentially uncomfortable questions. He shares how his own experiences, coupled with strategic storytelling, help him build rapport and encourage clients to open up. The episode highlights the importance of understanding emotional responses to tough, challenging questions, specifically drawing on the concept of the "chimp brain"—the instinctive, reactive part of our minds. Nathan explains how he recognises these reactions through body language and seeks to create a safe space for individuals to move beyond emotional defences and engage with their rational minds. Andy and Nathan explore the distinction between coaching and mentoring, with Nathan underscoring that while he may offer insights based on his experience, he never prescribes solutions. He prioritises empowering clients to discover their own answers through a process of exploration and self-discovery. What we discussed: 1. Are you asking the right questions? 2. Beyond the surface. Nathan's experiences highlight the importance of diving deep to understand the emotional drivers behind a client's challenges. How much are you truly listening to your team? 3. The power of vulnerability. How can you create a space where open dialogue and authentic conversation flourish? 4. Unlocking the "chimp brain." Learn how to recognise and navigate emotional reactions to challenging questions. 5. The magic of group dynamics. Learn how to leverage the power of collective wisdom in your team? Connect with Andy Lopata: Website | Instagram | LinkedIn | X/Twitter | YouTube Connect with Nathan Farrugia: Website |LinkedIn |X/Twitter The Financial Times Guide to Mentoring
    Show More Show Less
    41 mins
  • How to Find Mentors in Unexpected Places with Deborah Heiser

    How to Find Mentors in Unexpected Places with Deborah Heiser
    Oct 28 2024
    This episode of Connected Leadership Bytes examines the concept of lateral mentoring, a powerful yet often overlooked form of support. Deborah Heiser, PhD, founder of The Mentor Project, introduces the idea that mentoring doesn't always have to be hierarchical. It can be a dynamic exchange of knowledge and experience between peers, even those in different departments or industries. Deborah emphasises the importance of embracing vulnerability and asking for help, even from unexpected sources. She shares real-life examples of how individuals have leveraged lateral mentoring to achieve breakthroughs and launch their careers. Andy and Deborah highlight the benefits of both formal and informal mentoring relationships and how they can complement each other. She also sheds light on the critical role of reverse mentoring, where younger generations mentor older individuals on emerging trends and technologies. Deborah underscores the need for organisations to embrace cross-company and cross-sector mentoring, fostering collaboration and knowledge. The episode concludes with a call to action for listeners to actively seek out mentoring opportunities and recognise that everyone, regardless of their position, can benefit from both giving and receiving mentorship. Key takeaways from the episode: · Lateral mentoring is a powerful form of support that can come from peers, even those in different departments or industries. · Embrace vulnerability and ask for help from unexpected sources. Every connection is useful. · Formalise lateral mentoring relationships to make them more effective and focused. · Don't underestimate the value of reverse mentoring, where younger generations mentor older individuals on emerging trends. · Embrace cross-company and cross-sector mentoring to foster collaboration and knowledge sharing. · Recognise theimportance of both giving and receiving mentorship. Connect with Andy Lopata: Website | Instagram | LinkedIn | X/Twitter | YouTube Connect with Deborah Heiser: Website |LinkedIn |X/Twitter Listen to the full episode of this podcast The Financial Times Guide to Mentoring
    Show More Show Less
    24 mins
  • National Mentoring Day: Ignite the Spark Within with Chelsey Baker

    National Mentoring Day: Ignite the Spark Within with Chelsey Baker
    Oct 21 2024
    In this episode of Connected Leadership Bytes, Andy Lopata revisits his interview featuring Chelsey Baker, founder of National Mentoring Day. Andy and Chelsey discuss the importance of mentoring and the difference between mentoring and coaching, pointing out that mentoring is about providing answers and sharing expertise, while coaching focuses on specific skills and goals. They explore the benefits of mentoring across all levels, from startups and young entrepreneurs to C-suite executives and students. Chelsey highlights the essential role mentoring plays in fostering confidence, connectedness, and a sense of belonging, especially during times of uncertainty. Andy and Chelsey consider the dynamics of mentor-mentee relationships, discussing the various forms mentoring can take – formal, informal, one-on-one, peer-to-peer, and reverse mentoring. Chelsey stresses the importance of finding the right mentor who can provide both guidance and support. The conversation then shifts to National Mentoring Day, its origins, and how it has grown into a global movement. Chelsey shares her journey, showing how the lack of mentorship resources she initially encountered, inspired her to create National Mentoring Day. Chelsey also shares her "six keys to effective mentoring", which include leading by example, active listening, and fostering a trustworthy and supportive relationship. Chelsey reflects that mentoring ultimately fosters growth, innovation, and confidence, permitting individuals to unlock their full potential. Key takeaways from the episode: Mentoring is for everyone, regardless of age, industry, or career stage. Mentoring provides answers and shares expertise, while coaching focuses on specific skills and goals. Mentoring fosters confidence, connectedness, and a sense of belonging. Effective mentoring relationships are built on trust, active listening, empathy, and guidance. National Mentoring Day encourages organisations, mentors, and mentees to celebrate the power of mentorship. You can get involved in National Mentoring Day by joining the mentoring ask, sharing your mentoring stories, and supporting mentoring initiatives. www.nationalmentoringday.org Connect with Andy Lopata: Website | Instagram | LinkedIn | X/Twitter | YouTube Connect with Chelsey Baker: Website |LinkedIn |X/Twitter Listen to the full episode of this podcast The Financial Times Guide to Mentoring
    Show More Show Less
    23 mins
  • How to Master the Art of Mentoring (and Being Mentored) with Andy Lopata and Kwame Christian

    How to Master the Art of Mentoring (and Being Mentored) with Andy Lopata and Kwame Christian
    Oct 14 2024
    This episode of Connected Leadership Bytes, originally featured as a guest interview on the Kwame Christian podcast "Negotiate Anything," features Andy Lopata, professional relationship strategist, author of "The Financial Times Guide to Mentoring," and host of the Connected Leadership" podcast. Andy shares his insights on the importance of building and leveraging professional relationships, and particularly the role of mentoring. Andy argues that building a strong network of mentors is essential for career growth, citing research that shows performance accounts for only 10% of promotion decisions, while image and exposure account for 30% and 60% respectively. He defines mentoring as a relationship where someone with experience and expertise in a particular area helps guide another individual towards their goals. He explores the different types of mentoring relationships, including formal and informal, traditional, reverse, and peer-to-peer. Andy emphasises the importance of both formal and informal mentoring relationships, advocating for creating a diverse "mentoring team" for optimal support. Andy also discusses the differences between mentoring, coaching, and sponsoring, highlighting the key distinction: mentors know, while coaches explore. He stresses the importance of using coaching techniques to help mentees develop independent solutions, rather than simply offering advice. The episode concludes with Andy sharing valuable insights on the skills needed for effective mentoring, highlighting the importance of humility, commitment, and independent thought for both mentors and mentees. Key Takeaways: Mentoring is essential for career advancement, influencing image and exposure more than performance. Mentoring can take many forms, including formal, informal, traditional, reverse, and peer-to-peer. Good mentors use coaching techniques to help mentees develop independent solutions. Humility and mutual respect are vital for both mentors and mentees. Vulnerability builds trust and encourages open communication in the mentoring relationship. Mentees should be prepared to contribute actively, set goals, and make independent decisions. SELECTED LINKS FROM THE EPISODE Connect with Andy Lopata: Website | Instagram | LinkedIn | X/Twitter | YouTube Connect with Kwame Christian: Website |LinkedIn |Instagram | YouTube Listen to the full episode of this podcast The Financial Times Guide to Mentoring
    Show More Show Less
    25 mins