One Billion Raving Fans

Russ Dantu lives in Calgary, Alberta, Canada. He is an expert on the subjects of trade shows, customer service and presentation skills. He brings with him over 30 years of management, sales, trade show and customer service experience, and well over 18 years worth of experience in the public speaking arena. In addition, he offers workshops and powerful keynotes to youth groups.

He is also the owner of&nbs...

Donnovan Simon is a customer success and process expert. He joins Shannon to talk about what has changed in customer success and what remains the same, customer experience in the age of social media, why creating processes that drive success yields benefits in the long run and what organizations can do to really set their frontline staff up for success.

Donnovan has been a passionate advocate for the customer in every orga...

Rob Park, COO at Calgary-based Helcim, joins Shannon to talk about building a brand around outstanding customer experience. Helcim's lofty goal is to become the world's most loved payments company. As COO, Rob leads the company in their pursuit to redefine what small and medium businesses expect from their payments provider. Rob and Shannon discuss the importance of consistency and living up to your brand, building a team,...

Lisa Genovese is the founder and President of BottomLine, a market research and marketing strategy agency that works with companies of all sizes to re-discover their true value, reach new audiences, and evolve their messaging. In this episode, Shannon and Lisa talk about monitoring online reputation and the importance of proactively creating a crisis communications plan. They discuss social listening tools, strategies for ...

Brett Colvin is CEO of Goodlawyer, a legal-tech platform that connects Canadian entrepreneurs with specialized lawyers. He founded Goodlawyer in response to a contradiction he saw in the industry, where there is a perception that there are too many lawyers and yet 77% of legal needs are unmet. Goodlawyer differentiates itself by focussing on adding value instead of billable hours. Shannon and Brett talk about team engageme...

Shauna Thome is the Executive Director at Crowfoot Village Family Practice in Calgary. Shauna talks to Shannon about CVFP's unique model and its commitment to designing care with patients instead of for patients. They discuss how funding models affect the design of patient care and why the PDSA (Plan-Do-Study-Act) methodology helps CVFP to adapt in a quickly changing world.

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Ildi Arlette of Results Continuum Inc. has spent over two decades working with spas, hotels, clinics and schools to help them to build processes and cultures that support service excellence. In this episode, Ildi and Shannon talk about bringing humanity back to service delivery and why Ildi says businesses should focus on the customers they already have rather than attracting new customers.

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There is no better way to ensure the longevity of any organization than to deliver customer experiences that consistently meet and exceed expectations. If your goal for your organization is to turn your customers into raving fans, listen in each episode as your host Shannon Vander Meulen talks to leaders who share their experiences in creating customer experiences that set them apart from the competition.

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