The Big Themes:

• A sprint to the finish line: Digital transformation doesn’t just mean changes in our business models. We’re seeing a fundamental change in our culture.
• Truly engaging with customers: Not only you are benefiting yourself, but you are also benefiting others – and that’s true empathy.
• Seven and a half billion people on this planet: We all want to be happy, and that journey to happiness is not a bad thing.
• Amazon makes zillions of dollars with Prime: If they say it’s going to be delivered on November 6th, and it shows up on November 5th you go wow!

The Big Quotes:

“Ryanair CEO Michael O’Leary said, ‘If I had known that being nice to customers would have worked so well, I would have done it a lot sooner.’”

This episode is brought to you by BMC Software.

Covid-19 has sent the retail industry scrambling to prioritize digital and eCommerce, as physical retail has been forced to shut down completely in many markets around the world. Our guest today is bullish on the future of retail, but cites how it seems as though there will be an accelerated darwinian effect across the industry.

Paul Greenberg, Vice Chair of the Federation of International Retail Associations, which promotes networking, collaboration, and information exchange among retail trade association executives around the world.

He is an advisory board member and investor into notable retail technology solutions, including AfterPay and Style Arcade.

This conversation took place on April 22, 2020 as part of our Covid Conversations series.

We are featuring daily conversations with over 25 business leaders and influencers, focused on how folks are managing business amidst Covid-19. Our team is putting together a free guide that will highlight the resources and references mentioned across these conversations.

DM us on our instagram handle @BellwetherCulture, and we will send you a download link once the series is fully published.

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Interview by Chicke Fitzgerald of the Game Changer Network as a part of the Best of the Game Changer series, showcased on C-Suite Network 

21st century customers are demanding more than ever - they will communicate with a company in whatever channel they need at the time they want. They want their interactions with the company to be seamless, convenient and simple. They want to get whatever they want to do with your company done as fast as possible. AND they want more than just good products and services, , the tools they need to control their interactions with your company and consumable experiences. All in all, if you can't compete by engaging them in ways that make them want to come back, you lose.

While this is a complex effort, because you have to satisfy the needs of potentially millions of customers, it is simple in its fundamental principle - if a customer likes you and continues to like you they will continue to do business with you. If they don't they won't. Simple, but the execution isn't because you have to identify what each of those millions of customers wants and needs and keep the provision of those individual needs cost-effective enough to be of value to you and yet still provide value to them. Plus they have to e able to retain control over their own interactions with you - because if they lose the option of control of their conversation with you, they are gone.

To do this takes a substantial effort. That's where the Commonwealth of Self Interest: Business Success Through Customer Engagement by Paul Greenberg comes in. This book is the first of its kind to present the definitions, frameworks, strategies, programs, business operations, cultural transformation, systems technologies, and measurements to successfully engage your company's customers - whether your company is small and growing or an immense enterprise with millions of customers.

The changes in sales, marketing, customer service and commerce are profound and how to navigate those changes and provide the right approaches and programs are addressed and the impact of successfully addressing those changes is shown by case studies and stories - as is what happens when you don't adjust to what your customers have already adjusted to.

Throughout the book, which is written in a entertaining and conversational style, you will find dozens of case studies, proven best practices, expert advice and analysis from Paul and nearly 20 of his closest friends - all experts in their respective fields. Paul Greenberg, known as the "Godfather of CRM" is a best selling author who wrote CRM at the Speed of Light, called "The Bible of CRM" that has been through 4 editions and 9 languages. An adviser to many companies at the enterprise level, over the years (and there have been many of them - years that is), he has been able to piece together a strategic framework at the highest level and a lot of best practices/tips & tricks at the deepest level including things like mapping customer journeys to help you structure your company's efforts around providing and receiving value to and from your customers. If you don't want to believe him, read Brian Solis on user experience, Bruce Temkin on customer experience, Ray Wang on digital transformation, Brent Leary on the future of the engagement technology landscape or Esteban Kolsky on why building ecosystems is a practical matter not an academic exercise. And many others.

Others may claim that theirs is the only book you'll ever need to do....whatever. This book probably isn't the only book you will ever need. No one is saying customer engagement is simple. But it is likely to be the first book you'll want to read on your journey to becoming a company that is both better for your customer and great for you.

The Game Changer is featured on C-Suite Network.

Chicke is a philanthropreneur • she zigs where others zag, creating value, growth and bringing to life crazy good ideas that will leave a legacy 💡 #𝘇𝗶𝗴𝘄𝗶𝘁𝗵𝗰𝗵𝗶𝗰𝗸𝗲

Learn more about your ad choices. Visit megaphone.fm/adchoices

Aarron Spinley talks with Paul Greenberg, the Godfather of CRM, famous for his pioneering work in the CRM category in the early 2000's and subsequent critical thought leadership as an independent analyst since. Through his first book, "CRM - Speed of Light" published in 4 editions across multiple languages, to his latest offering "The Commonwealth of Self Interest" his work continues to lead the industry. 

ABOUT AARRON SPINLEY

Aarron Spinley is a growth strategist and futurist, and a business anthropologist who observes culture, society, and digital. With a passion for designed human experience and the social sciences, he writes, consults, and speaks in the fields of business growth and customer engagement through his work at Spinley.co.

Connect with Aarron Spinley: 

WEBSITE: www.spinley.co
TWITTER: https://twitter.com/aarronspinley
LINKEDIN: https://www.linkedin.com/in/aarronspi...

Fish is one of the most nutritious food sources on the planet, especially when it comes to protein. But I’m usually scared to eat it. That’s because some seafood is at risk for toxicity that can harm our health, not to mention certain aquaculture methods are contributing to declining populations and even the acidification of our oceans. It’s not all bad, but it is complex. There are several important things we should think about in order to reap the health benefits from fish and act as environmental stewards at the same time. 

To better understand seafood I sat down to talk with Paul Greenberg for this week’s episode of The Doctor’s Farmacy. Paul is the bestselling author of Four Fish, American Catch, and The Omega Principle. A regular contributor to the New York Times and many other publications, Mr. Greenberg is the writer-in-residence at the Safina Center, a Pew Fellow in Marine Conservation and the recipient of a James Beard Award for Writing and Literature. He appears frequently on American and international radio and television programs and is the featured correspondent and co-writer of the 2017 PBS Frontline documentary The Fish On My Plate which, along with his TED talk, has reached millions of viewers.

This episode is brought to you by ButcherBox. ButcherBox is committed to humanely raised animals that are never given antibiotics or added hormones and since they take out the middleman you get extra savings. Right now ButcherBox has a special offer, get 2lbs of wild-caught Alaskan sockeye salmon and 2 grass-fed filet mignon steaks for free in your first order PLUS $20 off your first box - just go to ButcherBox.com/farmacy. Make sure you order before February 25, 2020 to take advantage of this great deal.

Here are more of the details from our interview: 

• Why I’m scared to eat fish and why Paul is optimistic about our oceans (6:55)

• Overfishing and the declining fish population around the world (17:57)

• How our monoculture is leading to the creation of dead zones in our waters (25:48)

• Pros and cons of aquaculture (27:26)

• The nutritional value and toxin levels of farmed salmon (31:37)

• The decline of our oceans from an environmental point of view and the death of phytoplankton (38:36)

• The most effective way to test for mercury exposure (44:10)

• The best types of fish for you to eat (53:13)

• Fish oil, omega-3 deficiency, and veganism (1:00:47)

• The issue of microplastics in the ocean (1:15:44)

• Learn more about Paul Greenberg at www.paulgreenberg.org and watch his TED talk at https://www.ted.com/talks/paul_greenberg_the_four_fish_we_re_overeating_and_what_to_eat_instead.

• Follow him on Facebook @fourfish, on Instagram @4fishgreenberg, and on Twitter @4fishgreenberg.  

• Resources:

Marine Stewardship Council (MSC) https://www.msc.org/home

Aquaculture Stewardship Council (ASC) https://www.asc-aqua.org/

Best Aquaculture Practices (BAP) https://www.bapcertification.org/

Monterey Bay Aquarium’s Seafood Watch https://www.seafoodwatch.org/

Greenpeace’s Carting Away the Oceans Report: 2018 Supermarket Seafood Ranking https://www.greenpeace.org/usa/research/carting-away-the-oceans-10/

Seek out a “Community Supporting Fishery” or CSF through www.localcatch.org

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Recently MouthMedia was on location at NRF Big Show in New York. Marc Raco and Rob Sanchez caught up with Paul Greenberg about his new role as Vice Chair of the Federation of International Retail Associations, and Dominique Lamb, the CEO of Australia's National Retail Association, for a remarkable discussion about the Australian bush fires and how Australian retailers have responded and the implications of such significant disaster, on that nation’s retail, the Australian delegation to the NRF Big Show, and the state of retail in Australia overall.

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With over $3 Billion worth of sales and a roll out rate north of 60%, today’s guest, Paul Greenberg, has earned the reputation as one of the leading professionals in the Direct Response Industry.

The TV Direct Response/Informercial business is a multibillion dollar industry which has literally made millionaires overnight and created public awareness of products in minutes. In this episode of The Antony Gordon Show, I ask Paul Greenberg the tough question related to the industry ranging from the moral debate of capitalizing on the impulsivity of late night viewers to the emotional fall-out of products that literally live or die based on immediate public response.

https://paulgreenberg.org/

https://www.amazon.com/Paul-Greenberg/e/B001H6J2I2%3Fref=dbs_a_mng_rwt_scns_share

Best-selling author and lifelong fisherman Paul Greenberg gives us a briefing on the health of our world’s fisheries and their sustainability into the future. Paul wrote a trio of books — Four Fish, American Catch and most recently, The Omega Principle — that take an investigative look at healthy, sustainable seafood and our relationship to the fish on our plate. We delve into each of Paul's books, get to the root of fish flavor perceptions, take an in-depth look at the sushi fish, get the lowdown on the science and startling truths of Omega-3s and get Paul's big picture outlook on the sustainability of our ocean's ecosystem into the future. This is an important listen for those who care about the state of our oceans and the conservation of our wild fisheries.

View full show notes, including links to resources from this episode here: https://www.wild-fed.com/podcast/006

The Commonwealth of Self Interest and customer engagement - Interview with Paul Greenberg, best-selling author and founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services. He is often called the “Godfather of CRM” and joins us today to talk about his new book: The Commonwealth of Self Interest: Business Success Through Customer Engagement, what engagement really is, the challenge and what we should be doing to improve how we serve our customers.