Chris Hallberg, founder of GoExpand and longtime EOS Implementer, shares how entrepreneurial teams can achieve breakthrough results by combining discipline, accountability, and the right operating system. Drawing on his background as a military leader turned business coach, he explained how commitment, team alignment, and hiring A-players form the foundation of high-performing organizations. At the heart of the conversation was the Entrepreneurial Operating System (EOS) — a proven framework that helps leadership teams gain clarity on vision, execute with traction, and foster healthier dynamics. Chris emphasized that EOS isn’t theory; it’s a practical, battle-tested toolkit that aligns people, data, and processes to drive results. With EOS, accountability becomes transparent, leaders collaborate more effectively, and businesses scale with less chaos and more focus. Chris also introduced GoExpand, a curated technology platform that integrates EOS tools, people-performance solutions, and AI into one powerful environment. By visualizing data, automating accountability, and streamlining performance management, GoExpand helps companies move from subjective decision-making to objective, data-driven clarity. The result: stronger culture, improved retention, and measurable ROI. For leaders seeking to build resilient, high-performing teams, this episode delivers practical insight into how structure and commitment can transform business outcomes.
Kevin Wilkins, Founder & CEO of Trepwise, shares how purpose-driven organizations can achieve sustainable impact through strategic planning, systems thinking, and organizational effectiveness. With a background at Procter & Gamble and in financial services, Kevin recounted how his experiences in post-Katrina New Orleans inspired his shift toward supporting nonprofits, foundations, and mission-driven organizations. His work centers on helping leaders move beyond passion alone to build structures that enable long-term effectiveness. A key message Kevin emphasized is that vision without a plan is simply hope — and hope is not a strategy. Too often, organizations lean heavily on mission statements without putting equal weight on execution. Through Trepwise, Kevin works with leaders to transform big ideas into actionable and measurable strategies, ensuring resources, partnerships, and systems align. He highlighted how collaboration, rather than isolated efforts, unlocks greater impact — citing an initiative that united more than 100 Louisiana organizations around youth trauma to achieve outcomes no single nonprofit could reach alone. Kevin also explored the financial and cultural dimensions of sustainability. On funding, he encouraged organizations to adopt responsive, scenario-based planning rather than reactive, fear-driven decisions. He warned against performative corporate social responsibility, instead advocating for authentic models that align with core business values and foster meaningful employee engagement. For Kevin, real impact comes when organizations embed social good into their culture and behavior. This episode offers a roadmap for nonprofits, funders, and corporations looking to build resilient organizations that deliver measurable change and lasting value.
Jimi Gibson is the Vice President of Brand Communication for Thrive Agency, a full-service digital marketing firm that has spent over 15 years helping businesses—from small local shops to large multi-location enterprises—navigate the fast-changing online landscape. In this episode of the Business Mic Podcast, he shares insights on adapting to the rise of AI in marketing, the importance of authentic brand voices, and how personal branding can drive meaningful business growth. While AI tools like ChatGPT and voice cloning are becoming more prevalent, Jimi warns against over-reliance on automated content. He explains that generic, AI-generated messaging often lacks the nuance, expertise, and trustworthiness that customers expect—and that search engines increasingly reward. Instead, Thrive Agency uses AI selectively for data analysis, idea generation, and efficiency, while ensuring that human insight guides at least 80% of all content creation. Jimi draws on his unique background as a professional magician to explain the marketing process as a three-step journey: connection, curiosity, and conversion—mirroring how a magician captures attention, builds intrigue, and delivers a satisfying payoff. He encourages businesses to identify internal subject matter experts, or have founders themselves become the face of the brand, to stand out in a marketplace flooded with generic messaging. Looking ahead, he sees opportunity for brands that invest in high-value, human-driven content and adapt SEO strategies for the evolving AI-driven search environment. His advice to leaders: be intentional about who represents your brand online, share expertise generously, and use technology to enhance—not replace—the human touch.
Christian LeFer is the CEO and founder of Instant Nonprofit, a company that streamlines the often complex and frustrating process of starting and sustaining a nonprofit organization. Drawing inspiration from his personal connection to the Special Olympics through his developmentally disabled sister, Christian became determined to remove the bureaucratic hurdles that prevent well-intentioned people from making a positive impact in their communities. Instant Nonprofit helps individuals go from idea to fully incorporated, IRS-approved nonprofit with minimal work on their part. The company addresses three major challenges faced by founders: completing intricate paperwork, understanding the unique operational needs of nonprofits, and maintaining ongoing compliance at state and federal levels. Through a central customer portal, clients get step-by-step tools, templates, and reminders—ensuring they can stay focused on their mission rather than administrative headaches. Christian emphasizes that starting a nonprofit doesn’t require vast personal wealth—many operate with minimal budgets, in-kind donations, and volunteer support. He encourages founders to craft and share their origin story to build emotional connections with potential supporters, framing fundraising as an opportunity for others to join a meaningful cause. His advice for sustainability: keep operations simple at the start, grow complexity only as the organization expands, and focus on progress over perfection. Serving clients across all 50 U.S. states and internationally, Instant Nonprofit empowers changemakers—whether they’re feeding children, rescuing animals, or tackling environmental issues—to launch and scale without being slowed by red tape. Learn more at https://instantnonprofit.com/podcasts-business-mic
Kira Shishkin is the CEO and founder of Informed, a startup delivering concise, ad-free, and credible news summaries via SMS. In this episode of the Business Mic Podcast, he shares how a frustrating experience during an earthquake in San Francisco, where he struggled to find reliable information without hitting paywalls or popups, inspired him to create a smarter, simpler way to stay informed. With Informed, users receive a single SMS each weekday, summarizing the most important global news in just a few clear, unbiased sentences. The service is intentionally minimalist—no apps, no login, no tracking—respecting users’ time and privacy while eliminating the noise of ads, clickbait, and endless notifications. Currently live in North America via SMS and available worldwide via email, Informed focuses on the world’s most impactful stories, curated for global citizens, not localized feeds. For users seeking more context, the platform allows a two-way interaction, enabling them to request additional information on topics of interest. Kira emphasizes accuracy over speed, blending AI with human editorial judgment to ensure every update is factual and trustworthy. The ultimate goal is to build a healthy news habit—one that makes users feel more informed in less time, without the overload and bias of traditional or social media. To learn more or sign up, visit https://informed.now Connect with Kira Shishkin: https://l.informed.now/kira
Cary Prejean, founder of Strategic Business Advisors and a seasoned business strategist, joined The Business Mic to discuss how entrepreneurs can shift from simply running a business to intentionally designing one that supports their long-term goals, financial health, and personal satisfaction. Drawing from decades of experience in accounting, financial systems, and business coaching, Cary walks us through what it really means to “manage by the numbers” and why most business owners are flying blind. He explains how using weekly dashboards, actionable financial data, and strategic planning helps business leaders get out of reactive mode and make data-informed decisions in real time. A central theme in Cary’s work is helping business owners transition from being the business operator to becoming a true business owner. He outlines how entrepreneurs can develop a system of processes that empower their teams, reduce the owner’s day-to-day involvement, and ensure consistency in operations. This shift, he argues, is not only key to scaling, but also to avoiding burnout and reclaiming time. Throughout the conversation, Cary highlights the psychological and structural obstacles many founders face, from ego-driven micromanagement to lack of trust in their teams. He challenges owners to recognize when they themselves are the bottleneck and offers practical solutions to delegate control without sacrificing quality. Cary also emphasizes that great businesses are intentionally designed. Through clear strategic visioning, understanding satisfaction as “enough action,” and aligning business design with personal goals, entrepreneurs can build companies that are financially viable and personally fulfilling. For anyone currently working in the business instead of on it, this episode is a must-listen. Cary delivers a mix of tough truths and deeply practical wisdom, all designed to help business owners step into the role of visionary leaders, not just overworked problem-solvers.
Ken Rapp, CEO and co-founder of Blustream Corporation, discusses the untapped potential in the post-sale product experience and how businesses can dramatically improve customer retention, satisfaction, and lifetime value through personalized, data-driven engagement. Blustream’s core innovation is its Product Experience AI Engine — a platform designed to bridge the gap between product unboxing and long-term customer delight. While most brands focus on acquisition and pre-sale engagement, Ken explains that the real opportunity lies in what happens after the product reaches the customer’s doorstep. That’s where Blustream comes in: creating automated, personalized dialogues that guide customers through onboarding, usage, care, and ongoing product value. Ken shares how the platform uses AI to tailor post-purchase journeys through SMS, WhatsApp, and app-based messaging, all dynamically adapting based on how the customer uses the product. Whether it’s running shoes or pet probiotics, Blustream captures zero-party data (willingly shared by users) to adjust communication and support in real-time. The result: fewer support calls, more repeat sales, and stronger brand loyalty. Beyond functionality, Ken emphasizes the economic impact of post-sale engagement, revealing that over 70% of customers often don't return simply due to lack of ongoing connection. Blustream customers have seen up to 50% increases in repeat sales, 30% boosts in average order value, and measurable reductions in churn, all by turning static ownership into an active, evolving relationship. For brands with physical products looking to stand out in a crowded, commoditized digital marketplace, this episode is a compelling look at how post-purchase personalization can drive growth, advocacy, and long-term value. BluStream Website: https://blustream.io/?utm_campaign=14757246-Podcasts%20-%20Business%20Mic&utm_source=podcast&utm_medium=earned-media PXAI Journey Builder: https://blustream.io/products/ai-journey-builder?utm_campaign=13746024-PXAI%20Journey%20Builder&utm_source=podcast&utm_medium=earned-media BluStream LinkedIn: https://www.linkedin.com/company/blustream/?utm_campaign=14879318-BluStream%20LinkedIn%20Traffic&utm_source=podcast&utm_medium=earned-media
Filip Sardi, founder of the Client Flow Movement, joined The Business Mic to explore a critical yet often overlooked part of the customer journey, what happens after the sale. Having built a career as a successful launch strategist, Filip shifted his focus from front-end sales to client retention, driven by a deep belief that “when your clients win, your business wins.” Filip’s approach is centered on rethinking the second half of the customer experience, the delivery, implementation, and post-program engagement that determine whether a customer becomes an advocate or walks away. His proprietary framework focuses on four essential milestones: Activate (onboarding and early excitement), Educate (effective content delivery in a world of short attention spans), Implement (supporting clients through action and progress), and Celebrate (ending the journey on a high note and opening doors to referrals or continued engagement). Throughout the conversation, Filip emphasizes that in the digital product and online education space, success is not just about conversions, it's about continuity. Many businesses lose momentum because they neglect to engineer the post-purchase experience with the same rigor they apply to marketing. He shares how using tools like journey mapping, emotion-driven surveys, and even personalized thank-you videos can boost retention, increase lifetime value, and transform customers into loyal advocates. Filip also highlights the importance of engineering community engagement and tracking micro-wins, small but meaningful progress indicators that build momentum and emotional investment in a program. His insights are a reminder that great customer experience is not just about delivering value, it’s about making customers feel seen, supported, and celebrated throughout their journey. For entrepreneurs and CX professionals in the digital education space, this episode offers a practical and empathetic roadmap for delivering outcomes that lead to stronger retention, deeper loyalty, and long-term business growth.
James Warren, Founder and CEO of Share More Stories discusses how his company is redefining how organizations understand customer and employee experiences through storytelling and AI. At the heart of this innovation is SEEQ — a research platform that stands for Stories to Engage, Explore, and Question. SEEQ helps businesses move beyond surface-level data to uncover the deeper emotional drivers behind human behavior. While most traditional tools tell you what happened, SEEQ focuses on understanding why it happened. By inviting customers and employees to share written stories about their experiences, SEEQ captures nuanced, emotional insights and transforms them into structured, actionable data. James explains how the platform uses AI to analyze emotions, values, and needs, enabling companies to develop more human-centered engagement strategies. In the conversation, James emphasizes that great customer experience isn't just about tracking metrics — it's about empathy, connection, and context. He also highlights the power of linking customer experience (CX) and employee experience (EX), showing how SEEQ enables organizations to break down internal silos and reveal hidden relationships between internal processes and external perceptions. James shares why business leaders must elevate CX from a reactive function to a strategic priority — one that drives differentiation, loyalty, and long-term growth. He also offers a glimpse into the future of AI-powered experience management, where insights derived from real human stories become the foundation for intelligent, responsive systems. For leaders serious about building meaningful experiences and long-term customer relationships, this episode offers both inspiration and a roadmap.
Jennifer Q. Williams, founder and owner of Saint Louis Closet Co., joined The Business Mic podcast to share her entrepreneurial journey and the philosophy behind her thriving custom closet business. Starting the company in her twenties after leaving graduate school, Jennifer transformed a natural passion for organization into a business that helps people simplify and elevate their everyday lives. Based in St. Louis, Missouri, her company designs, manufactures, and installs fully customized storage solutions for homes and businesses. In the interview, Jennifer spoke about the power of organized living and how it contributes to reduced stress, greater productivity, and improved wellbeing. She reflected on navigating major business challenges, including the aftermath of 9/11, the 2008 housing crisis, and the uncertainty of the COVID-19 pandemic, which, surprisingly, led to a boom in demand as people reimagined their home spaces. Jennifer also emphasized the importance of building strong systems, not just for clients but within the business itself, and how having the right team has been critical to long-term growth. From working with high-profile clients like Grammy-winning artist Nelly to helping firehouses make better use of their limited space, Jennifer highlighted the versatility and impact of her work. She discussed how children and families benefit from structured, decluttered environments and stressed the value of starting small, like organizing a linen closet, as a gateway to broader transformation. Customer service remains at the heart of her business, and she shared a recent story of a customer who was amazed by their prompt, no-cost repair of a broken shelf, more than a decade after installation. For Jennifer, entrepreneurship is about persistence, adaptability, and never giving up, even when the path gets tough. Her parting advice to fellow business owners: “Bad weeks will come, but the best week of your life might be right around the corner. Keep going.”
In this episode, Eli Portnoy, founder and CEO of Back Engine, joins us to share his entrepreneurial journey and deep passion for customer experience. Eli discusses how Back Engine is revolutionizing the way B2B companies listen to their customers through high-velocity, AI-powered feedback loops. He explains the painful gap he experienced in staying connected with customers as his previous ventures scaled, and how that personal struggle inspired him to build Back Engine. Eli also shares insights from a benchmark study on customer feedback ownership, highlights the common traps companies fall into, and emphasizes the critical role of caring deeply about customers to drive meaningful business success. Packed with actionable advice for founders, customer experience professionals, and B2B leaders, this episode is a masterclass in building customer-obsessed organizations at scale.
In this episode, Dan Abel Jr., Chief Chocolate Officer at Bissinger’s Handcrafted Chocolatier, shares insights into running a family-owned chocolate company with a rich 350-year heritage. He discusses the seasonal peak during Easter, how the team collaboratively creates new products, and how Bissinger’s blends tradition with innovation. The company has embraced both e-commerce and a renewed focus on retail, including partnerships with major chains like Barnes & Noble and World Market. Dan emphasizes the importance of customer experience, hands-on service, and maintaining quality that meets century-old standards. He shares how customer feedback guides product decisions and how their business model allows quick product testing and adaptation. The success of Bissinger’s as a family business is attributed to clear roles, strong collaboration, and a shared passion for the brand. Dan concludes by inviting listeners to experience their chocolates and highlights their commitment to preserving authenticity while evolving with the times.
In this episode, Palesa Nhlapo, Head of Customer Growth for the Personal Segment at FNB South Africa, explores how real impact in customer experience begins with human understanding. She shares how her team focuses on identifying and responding to pivotal life moments, such as job losses or the passing of a loved one, not merely with products but with compassion and timing that matter. Rather than treating customers as data points, Palesa believes in meeting them where they are and designing solutions that speak to both their needs and emotions. She discusses the importance of empowering frontline staff to be brand ambassadors, capable of delivering experiences that resonate beyond the transactional. Her leadership is rooted in empathy, personal growth, and an unwavering commitment to authenticity—principles that guide how customer journeys are shaped and how teams are inspired. This episode is a compelling listen for anyone looking to elevate their customer strategy by reconnecting with the human behind the customer.
In this episode, tech and product leader Marcelo Calbucci introduces the PR FAQ framework, a strategic innovation tool developed by Amazon to refine ideas and align teams before execution. The framework—short for "Press Release and Frequently Asked Questions"—encourages organizations to work backward from a vision of success by drafting a press release that outlines the future impact of a product or service, followed by a detailed FAQ section that addresses potential questions. Marcelo emphasizes its value in helping teams deeply understand customer needs, set clear goals, and ensure that ideas are worth pursuing. Marcelo highlights the framework's relevance across industries, with a special focus on its use in customer experience. He shares practical examples, including Amazon’s product development process and his own use of the PR FAQ to write a book, demonstrating its versatility. Our discussion also emphasizes the importance of cross-functional collaboration, bringing together departments like engineering, marketing, legal, and customer experience to drive innovation. Marcelo’s book on the PR FAQ serves as a comprehensive guide for professionals looking to implement this approach, offering actionable insights to foster strategic clarity and innovation.
Stefan Osthaus is the President of the Customer Institute, a global volunteer organization dedicated to advancing excellence in customer and employee experience management. In this episode, he explains how the Institute certifies tools, methodologies, and organizations to ensure industry best practices. He highlights their new Certified Customer Centricity Expert (CCCX) program, which offers a lifetime certification model designed to be more accessible and relevant for CX professionals worldwide. Stefan also discusses how the Customer Institute supports consultants and businesses through standardized assessment methods, training certifications, and a thriving global community. He emphasizes the importance of practical, cost-effective, and scalable CX solutions, as well as the role of collaboration in driving industry growth. Additionally, he shares insights on the evolving landscape of customer experience and how organizations can measure and improve their CX maturity.
Borja Cuan is the co-founder of Four15 Digital, a growth marketing agency with offices in California and Mexico. In this episode, he discusses how his agency helps businesses scale through platforms like Google Ads, Microsoft Bing, Meta, TikTok, and LinkedIn. Borja highlights the role of AI in digital marketing, explaining that while it enhances content creation and creative design, human oversight remains essential. Rather than replacing marketers, AI serves as a tool to optimize workflows and improve campaign performance. Borja shares how Four15 Digital differentiates itself in the highly competitive digital marketing industry. Instead of relying on traditional sales tactics, the agency conducts in-depth audits for potential clients, providing insights and tailored strategies before any contracts are signed. This consultative approach builds trust and demonstrates expertise upfront. He emphasizes that customer experience is the most critical factor in long-term success, as businesses thrive when they prioritize both measurable results and strong client relationships. Discussing workplace dynamics, Borja explains why Four15 Digital has adopted a hybrid model, with employees working three days in-office and two remotely. He believes in-person collaboration accelerates learning, strengthens communication, and enhances team morale. Wrapping up, Borja underscores that businesses that invest in both their employees and clients will always have a competitive edge.
In this episode, we dive into the world of customer experience and brand strategy with Justine Morgan, Founder and Director of CX Ignite. Justine shares her journey from starting a data analytics company to becoming a marketing strategist and fractional CMO, helping organizations align their brand, customer experience, and business goals. Discover her unique approach to closing perception gaps, crafting authentic marketing strategies, and empowering employees to embody brand values. Learn about the importance of speaking to your customers, aligning marketing with business objectives, and delivering a consistent, authentic experience across all touchpoints.
In this episode, we welcome back Dr. Emmanuel Manyonganise, Customer Experience Strategy Advisor at Bank Albilad, who dives deep into the concept of hyper-personalization, explaining how it revolutionizes customer interactions beyond traditional personalization by leveraging real-time data, individual context, and advanced technology. He shares insightful frameworks, practical examples, and the crucial role of AI, machine learning, and data culture in delivering exceptional customer experiences. The conversation also explores the synergy between human touch and AI, and the potential for hyper-personalization to enhance customer satisfaction at scale.
Vance Morris, a former Walt Disney World leader turned entrepreneur and consultant shares insights on how he leveraged Disney's legendary customer experience strategies to build a thriving carpet cleaning business and now helps businesses create unforgettable customer experiences while commanding premium pricing. From the power of systems and scripts to crafting unique moments that delight customers, Vance reveals practical tips and transformative strategies that any business can implement. For more on Vance and his work, visit www.vancemorris.com
In this episode, I sat down with Dr. Emmanuel Manyonganise, Customer Experience Strategy Advisor at Bank Albilad, to uncover how crafting the right customer experience (CX) strategy can transform your business. Dr. Manyonganise explains how aligning your CX strategy with your overall business goals is the key to driving real results. He also shares practical tips on how personalizing your approach and understanding your customers through segmentation can help you connect with them in a way that truly resonates, boosting loyalty and growth.