Strategy and Leadership Podcast

Justin Bookey is the founder and CEO of Pongfit, a nonprofit organization that promotes the sport of ping pong for mental and physical fitness. He has a diverse professional background with experience in law, communications management, consulting, content strategy, and brand strategy. As a US Open medalist in table tennis, Justin channels his passion for the sport into leadership development, drawing parallels between successful sportsmanship and executive leadership skills. Recently, he authored a book entitled "Ping Pong Leadership," which explores how to succeed in both business and ping pong.

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The Strategy and Leadership podcast is hosted by SME Strategy Consulting.

• Connect with them when you are looking for a strategic planning facilitator for your next strategy offsite. https://www.smestrategy.net/en/strategic-planning-facilitator
• Want to learn how to facilitate your own strategic planning process? Enroll in the Aligned Strategy Course: https://courses.smestrategy.net/courses/Aligned-strategy-course
• Connect with the host Anthony Taylor on LinkedIn.  https://www.linkedin.com/in/anthonyctaylor604/

David Edelman is the co-author of "Personalized: The Customer Strategy in the Age of AI." Throughout the conversation, David shares the transformative power of personalization in today’s tech-driven landscape, sharing critical insights derived from his book and extensive professional experience. Their discussion covers how personalization extends beyond simple name mentions to encompass entire customer experience transformations driven by AI and strategic data use.

The episode delves deeply into the theme of empowerment through personalization, emphasizing the role of technology—particularly generative AI—in creating tailored customer experiences at scale. Anthony and David discuss various industries, from transportation to music streaming, and how these sectors utilize personalized strategies to stay competitive. The dialogue also warns against common pitfalls like appearing 'creepy' by mishandling customer data and underscores the importance of developing agile, test-and-learn frameworks to perfect personalization initiatives. As David points out, "Personalization is a lot about testing and learning."

• Personalization is much more than individualized marketing—it transforms entire customer experiences by leveraging detailed data insights effectively.

• Companies are urged to promise and deliver empowerment, understanding, convenience, and continuous improvement to their customers through personalized strategies.

• The balance between privacy and personalization is crucial. Customers should feel empowered and not invaded by predictive technology and data use.

• Future trends in personalization will leverage AI to not only provide suggestions but to actively perform tasks, leading to the rise of agentic AI.

• Creating data through customer interactions is critical for enhancing personalization while being transparent with data utilization to avoid being 'creepy.'

• LinkedIn: https://www.linkedin.com/in/daveedelman/
• Amazon Book: https://www.amazon.com/Personalized-Customer-Strategy-Age-AI-ebook/dp/B0CT49NK2V

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The Strategy and Leadership podcast is hosted by SME Strategy Consulting. Connect with them when you are looking for a strategic planning facilitator for your next strategy offsite. https://www.smestrategy.net/en/strategic-planning-facilitator

Want to learn how to facilitate your own strategic planning process? Enroll in the Aligned Strategy Course: https://courses.smestrategy.net/courses/Aligned-strategy-course

Connect with the host Anthony Taylor on LinkedIn.  https://www.linkedin.com/in/anthonyctaylor604/

On this episode of the Strategy and Leadership podcast, Anthony Taylor engages with David Ewing, CEO of Motiv and President of EO Austin, in a compelling discussion on the importance of customer experience as a strategic initiative. David shares insights from his two decades of experience in transforming customer engagement and how small actions, when systemized, can lead to big results. This episode dives deep into the intersection of strategy and customer experience, showcasing how businesses can leverage customer touchpoints to foster enduring loyalty and advocacy.

David emphasizes that creating positive, repeatable customer experiences can be a game-changer for companies looking to do more with less. With references to companies like Chewy.com, he illustrates how smart, strategic decisions, supported by data, can enhance customer lifecycle value. The episode also touches on automation's role in scaling these efforts in larger enterprises. David shares practical steps for businesses large and small to identify and capitalize on moments that matter to their customers, ensuring that even automated interactions feel personal and thoughtful. Throughout, the conversation delves into the significance of combining strategic thinking with empathetic customer engagement to drive business results.

• Importance of Customer Experience: David Ewing emphasizes positioning customer experience at the center of strategic business operations, turning it into a strength that can be leveraged for greater business success.

• Scaling Care with Technology: Automation and data systems are critical in allowing businesses to replicate personalized customer experiences on a larger scale without losing the personal touch.

• Moments That Matter: Identifying and acting on significant customer interactions — both positive and negative — can strengthen customer relationships and brand loyalty.

• Cross-Selling Opportunities: Engaging customers during peak emotional moments can unlock valuable cross-selling opportunities, enhancing customer lifetime value efficiently.

• Continuous Innovation in Strategy: Businesses should continuously assess and innovate their strategies to realign with the ever-changing customer expectations and industry dynamics.

The Strategy and Leadership podcast is hosted by SME Strategy Consulting. Connect with them when you are looking for a strategic planning facilitator for your next strategy offsite. https://www.smestrategy.net/en/strategic-planning-facilitator

Want to learn how to facilitate your own strategic planning process? Enroll in the Aligned Strategy Course: https://courses.smestrategy.net/courses/Aligned-strategy-course

Connect with the host Anthony Taylor on LinkedIn.  https://www.linkedin.com/in/anthonyctaylor604/

Join host Anthony Taylor as he engages with Patrick Thean, CEO of Rhythm Systems, on the Strategy and Leadership podcast. They explore the importance of strategic execution, the concept of rhythm in managing organizational success, and how a leader’s personal style can impact a team. Patrick shares insights on accountability, CEO challenges, and aligning leadership strengths with business objectives. Discover how maintaining the right rhythm can help leaders support their teams effectively, ensuring sustainable growth and reduced stress in the corporate environment.

Thanks for listening to the Strategy and leadership podcast we hope our tools have helped you with your strategic plan creation.

If you’re looking for more guidance, you might be interested in our self-guided course:

https://courses.smestrategy.net/courses/Aligned-strategy-course

Learn more about our strategic planning facilitator services

Steve Robinson is a renowned speaker, consultant, and author, highly recognized for his impactful career at Chick-fil-A. Serving as the Executive Vice President and Chief Marketing Officer (CMO) for 35 years, Steve was instrumental in transforming Chick-fil-A from a modest franchise to a multi-billion dollar brand. He is the author of the book "Covert Cows and Chick-fil-A," which delves into the innovative strategies that fueled Chick-fil-A’s success. Growing up in Foley, Alabama, Steve's early exposure to his father’s entrepreneurial ventures sparked his interest in sales and marketing, leading him to a storied career marked by significant achievements and industry-defining marketing philosophies.

Want learn how to do strategic planning the SME Strategy way? Enroll in our signature course:

https://courses.smestrategy.net/courses/Aligned-strategy-course

In this captivating episode of the Strategy and Leadership podcast, host Anthony Taylor engages in an insightful conversation with Steve Robinson, the former Executive Vice President and Chief Marketing Officer of Chick-fil-A. Steve shares compelling anecdotes from his illustrious career, detailing his journey from humble beginnings in Foley, Alabama, to becoming a key figure at one of America’s most successful fast-food brands.

Through engaging reflections, Steve takes us through his 35-year tenure at Chick-fil-A, emphasizing the importance of developing a cohesive and purposeful company culture. He discusses the critical role of building relationships over transactions, a philosophy that not only differentiated Chick-fil-A but also established it as a customer-centric brand. With a focus on sustainable and long-term growth, Steve sheds light on the strategic decisions that allowed Chick-fil-A to flourish into a $22 billion company. From the creation of the iconic Cow Campaign to innovative marketing strategies rooted in generosity and community service, this episode is packed with invaluable lessons for marketers and business leaders.

• Focus on Culture Over Strategy: Developing a cohesive culture where values and long-term goals are clear can significantly enhance innovation, decision-making, and overall business success.

• Build Relationships, Not Transactions: Prioritizing customer relationships and community engagement leads to sustained growth and brand loyalty.

• Stewardship and Generosity: Embodying stewardship and practicing generosity can create a lasting impression and foster a positive corporate reputation.

• Leadership and Stability: Maintaining stable leadership in-store through experienced and invested operators is key to operational and cultural stability.

• Endearing and Enduring Brand: Focusing on making the brand endearing ensures its endurance, as shown through successful campaigns and customer interactions.

1. "The most important decisions we make here are who we hire, who we invite to join the organization, because we don't train culture here. We hire it." - Steve Robinson

2. "We discovered that marketing was kind of an uphill climb in the TI environment." - Steve Robinson

3. "If we're going to have positive influence on people, we're going to focus on building relationships, not transactions." - Steve Robinson

4. "Our food is worth full price. We need to figure out how to market this business and grow volume, grow the brand, but differently than the rest of the industry." - Steve Robinson

5. "If you don't have alignment with what's really important to Truett and the Cathy family, then you really don't understand who Chick-fil-A is." - Steve Robinson

• LinkedIn: Steve Robinson LinkedIn

• Book: Covert Cows and Chick-fil-A

• Website: srobinsonconsulting.com

Dive deeper into Steve Robinson’s fascinating journey and learn how the principles of purpose and culture can transform your business by listening to the full episode. Stay tuned for more enlightening conversations on the Strategy and Leadership podcast.

David Becker is the CEO and Chairman of First Internet Bank, located in Indiana. Known as the "Tech Godfather" of Indiana, David's career in technology spans over 40 years. He founded First Internet Bank in 1999, pioneering online banking against the backdrop of skepticism and traditional banking norms. Under his leadership, the bank has grown to over $5 billion in assets, servicing retail and commercial customers across all 50 states in the U.S. David has also been influential in modernizing the Indiana tech and banking sectors through innovative services and partnerships.

Learn our signature process for aligning your leadership team: https://courses.smestrategy.net/courses/Aligned-strategy-course

Anthony Taylor hosts Toby Southgate, global CEO of Forsman & Bodenfors, on the Strategy and Leadership Podcast. Toby reflects on his journey from cricket ambitions to leading a global creative collective. They delve into the essence of creative problem-solving, the importance of small, empowered teams, and radical collaboration. Toby shares insights on leading creatives, aligning teams to solve complex problems, and the unique attributes of ambidextrous thinkers in the marketing industry. Tune in for lessons on navigating the evolving marketing landscape and the indispensable human element in this dynamic field.

Want to learn how to be a better leader and manager, enroll in our management training course: https://courses.smestrategy.net/courses/Management-Training

In this episode of the Strategy and Leadership podcast, host Anthony Taylor sits down with Kathy Guzmán Galloway, an expert with two decades of experience in the consumer packaged goods (CPG) industry. They delve into the intricacies of building and maintaining successful brands, particularly focusing on companies with revenues ranging from $100 million to under a billion. Kathy shares her journey from business school to her extensive tenure at PepsiCo and her eventual transition into consulting, offering insights into the challenges and opportunities within the CPG sector.

Throughout their conversation, Anthony and Kathy discuss the evolving landscape of brand management, emphasizing the importance of consumer research and staying ahead of market trends. Kathy highlights the distinct differences between operating in a Fortune 1000 company and smaller enterprises, particularly in terms of adaptability and consumer engagement. She underscores the continual need for brands to evolve and adapt to changing consumer preferences, emphasizing the need for ongoing research and direct consumer interaction to remain competitive in a saturated market.

Kathy Guzmán Galloway brings over 20 years of experience in the consumer packaged goods (CPG) industry, specializing in brand management and strategy. Originally from New Jersey, she earned her MBA from the University of Texas at Austin before joining PepsiCo's Frito Lay division in Dallas. Kathy has held roles across small businesses and large organizations, including Dean Foods. For the past 11 years, she has excelled in consulting, focusing on brand positioning, and helping organizations better connect with their consumers.

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About SME STRATEGY CONSULTING:

SME Strategy is a management consulting firm that specializes in helping organizations develop and implement their strategic plans. We work with teams to facilitate conversations about strategic direction and business strategy so that our clients can focus their energy on what will move them forward faster.

We can facilitate your strategic planning offsite meeting, strategic plan creation, and support your strategic plan implementation.

For more visit https://www.smestrategy.net/strategic-planning-facilitator

Jason Radisson is the CEO and founder of Movo, a company dedicated to providing automation and tools for the frontline workforce. With a notable background as a General Manager for Uber and experience working in various countries, Jason brings a wealth of knowledge to the table. His career spans multiple industries, with a significant focus on leveraging technology to enhance productivity and improve workplace efficiency.

Anthony Taylor talks with Jason Radisson, CEO and founder of Movo. The episode dives deep into the challenges and opportunities related to digitizing the frontline workforce through mobile technology. Jason shares insights from his extensive background, including his time at Uber, and discusses the transformative potential of mobile automation tools in increasing productivity and improving workers' livelihoods globally.

Jason discusses how Movo's platform leverages the power of mobile phones to provide better efficiency and flexibility for those in fields like nursing, retail, and manufacturing. He elaborates on the concept of workforce digitization, drawing parallels to the productivity gains seen in white-collar sectors over the past few decades. Jason also addresses various management considerations and cultural shifts necessary for adopting mobile technology in the workplace, emphasizing the importance of trust and the benefits of innovative scheduling automation.

• Movo HQ on LinkedIn

• Movo Website: Movo.co

• Learn how to lead strategic planning the SME Strategy way
• Connect with Anthony Taylor