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We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot' customer feedback.
Adam Jaffrey's recent posts to audioboom.com
A show where the Queensland mining industry charts out the journey to a safer future. Hosted by forensic engineer Sean Brady, author of the Brady Review into fatal accidents in the Queensland mining industry.
Live recordings of inspiration, advice and support from Australian podcasting professionals.
A show about the changing world of work, and how industry experts are finding clever solutions to tricky problems.
Saving Apollo 13 is the incredible story of NASA's Apollo 13 mission, told by Forensic Engineer Sean Brady. It’s the story of the spacecraft that failed en route to the moon, and the feats of human ingenuity that saved the lives of the 3 men aboard. Saving Apollo 13 is produced by: forensic engineering firm Brady Heywood, and leading podcast agency Wavelength Creative.
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Customer Experience Leaders
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A radically different approach to the aged-care sector
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Byron Cannon is the CEO of LDK Seniors' Living, a business created with the aim of disrupting the aged-care industry by providing high-quality care in vibrant communities. As the Chief Executive Officer, he is responsible for the day-to-day management of the business, making decisions on all matters affecting operations, performance and strategy. I…
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Customer Experience Leaders
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How Australia's leading pharmacy chain manages CX
31:30
31:30
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31:30
Jeff Sells is the Executive General Manager of Retail Pharmacy for Sigma Healthcare, a leading network of independent and franchised pharmacies and healthcare providers across Australia. In this episode, Jeff unpacks how Sigma Healthcare manages their brands across two main value propositions: price/range and service/value; and how they navigate ru…
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Customer Experience Leaders
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What you can learn about CX from the aged care sector
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33:37
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Alana Parker is the Chief Marketing Officer at the Royal Freemasons' Benevolent Institution (RFBI). Alana is an experienced marketing and communications professional with over 20 years' experience, spanning both the for-profit and not-for-profit sectors. In this episode, she shares the insights she's gained working in the aged care sector, how to …
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Customer Experience Leaders
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The secrets behind Flybuys' 25 years of success
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52:35
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Rosemary Martin is the Chief Customer Officer for Flybuys, the most popular customer rewards programme in Australia. In this interview, Rosemary discusses valuable customer insights Flybuys has gained throughout their twenty-five years of existence, and how the customer experience and the features Flybuys offers have changed during the pandemic. Co…
How the Queensland mining and quarrying industries can chart out a journey to a safer future. See omnystudio.com/listener for privacy information.By Sean Brady — author of the Brady Review
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Customer Experience Leaders
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How Bunnings maintains a 90% staff retention rate
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35:14
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Ryan Baker is the General Manager of Operations at Bunnings and a retail professional with 15 years of experience driving high performing teams. He's been working with Bunnings since he was twenty and has now been with the company for almost nineteen years. After working his way through various roles, he now looks after all the stores in Australia.…
Why DON'T bad things happen in other complex and hazardous industries, like hospitals and aircraft carriers? See omnystudio.com/listener for privacy information.By Sean Brady — author of the Brady Review
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Rethinking Safety ⚠️
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4. Why everything you know about reporting is wrong
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Why more reports of things going wrong can actually be a good thing. And why organisations drift into failure. See omnystudio.com/listener for privacy information.By Sean Brady — author of the Brady Review
The problems with paperwork, procedures and administrative controls in preventing serious accidents. Resources and links: Hierarchy of Controls, by the National Institute for Occupational Safety and Health. Hierarchies of Control, on page 6 of Prevention and Intervention, by the Australian Institute of Health and Safety. Hierarchy of Controls, on p…
What is causing fatalities in the mining industry? And what is the role of human error? Resources and links: The causal diagram we discuss in this episode See omnystudio.com/listener for privacy information.By Sean Brady — author of the Brady Review
A whirlwind tour of what we'll cover in this podcast series. And why now is the time for change. See omnystudio.com/listener for privacy information.By Sean Brady — author of the Brady Review
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Rethinking Safety ⚠️
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Rethinking Safety launching on 26th Aug 2020
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A show where the Queensland mining industry charts out the journey to a safer future. See omnystudio.com/listener for privacy information.By Sean Brady — author of the Brady Review
It’s been 4 days since the catastrophic explosion in the service module. Since then, Mission Control has solved problem after problem to save the three men on that spacecraft. Jack Swigert, Fred Haise and Jim Lovell have endured almost unbearable conditions. And it all comes down to this. Can the crippled spacecraft survive the final test ... the b…
How do you restart a spacecraft when it’s been switched off in the cold of space for nearly half a week? It usually takes a team of people an entire day, but you have only one person, and half an hour to do it ... —————————— Saving Apollo 13 is the incredible story of NASA's Apollo 13 mission, told by Forensic Engineer Sean Brady. It’s the story of…
Can an untested engine get three stranded astronauts home? And on the long journey back to Earth, how do you keep them alive when their air is slowly turning to poison? —————————— Saving Apollo 13 is the incredible story of NASA's Apollo 13 mission, told by Forensic Engineer Sean Brady. It’s the story of the spacecraft that failed en route to the m…
In a room full of experts, who takes charge in a crisis? And when your spacecraft is headed for the moon, how do you turn it around when its main engine is dead? —————————— Saving Apollo 13 is the incredible story of NASA's Apollo 13 mission, told by Forensic Engineer Sean Brady. It’s the story of the spacecraft that failed en route to the moon, an…
What do you do when you’re in space and your only source of oxygen is slipping through your fingers? How do you solve problems that are so complex no one even thought they could occur? And how did one man change the minds of the smartest people in NASA, by just looking out a window? —————————— Saving Apollo 13 is the incredible story of NASA's Apol…
How do you keep three men alive in space, when their oxygen tank just blew a hole in the side of their spacecraft? —————————— Saving Apollo 13 is the incredible story of NASA's Apollo 13 mission, told by Forensic Engineer Sean Brady. It’s the story of the spacecraft that failed en route to the moon, and the feats of human ingenuity that saved the l…
Saving Apollo 13 launches on 13th April 2020 — the 50 year anniversary of the explosion aboard Apollo 13. From there, we'll release episodes day-by-day to follow the mission in real time. Subscribe now on Apple Podcasts, Google Podcasts, Spotify or wherever you get great shows. —————————— Saving Apollo 13 is the incredible story of NASA's Apollo 13…
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Customer Experience Leaders
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Turning your customers into your greatest marketing asset
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46:56
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Andrew Durack is the Marketing Manager for St Ives, a leading retirement living operator in Western Australia. Rather than comparing themselves to competitors, Andrew has looked to the lives being led by their residents for his marketing inspiration. The first thing you’ll learn in this episode is that retirement living and aged care are very diffe…
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Customer Experience Leaders
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Why Lush radically empowered their front-line teams
1:06:29
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Emma Brady is the Customer Experience Manager at Lush Cosmetics, a brand known for their customer service excellence. Recently, Lush won an award for Customer Experience Innovation of the Year (2018). In this episode, Emma walks us through the difference between customer service and customer experience, and shows how great experience design is abou…
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Customer Experience Leaders
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BONUS: We're back for 2020 with some special announcements
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A few special announcements for Customer Experience Leaders in 2020. Resources mentioned: Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn) See omnystudio.com/listener for privacy information.By RateIt
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Customer Experience Leaders
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How to spend $129M on customer experience transformation
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41:00
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Bruce Dobson is the Director Customer Experience and Business Transformation at the City of Boroondara. He is leading a revolutionary $129M customer experience and business transformation strategy at this local government. This transformation will reconstruct every customer touchpoint and operation over a 15 year period to truly focus on customer c…
Jon Dick is the Vice President of Marketing at HubSpot, a leading marketing software company who are focused on customer centricity. They've led the industry for years and essentially invented the inbound marketing methodology. In this episode, Jon tells us why HubSpot killed the traditional sales funnel and replaced it with their flywheel model. W…
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Customer Experience Leaders
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Your 101 guide to STORYTELLING in business
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49:49
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Shawn Callahan is the Founder of Anecdote, an agency focused on business storytelling. In this episode, Shawn shares the 4 essential elements of telling an effective story. We also discuss how storytelling can help improve internal culture and how to use storytelling to improve your sales process and customer experience. Resources mentioned: Annie’…
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Customer Experience Leaders
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How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine
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36:09
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Carolyn Raine is the Executive Director of Strategy and Engagement at Local Land Services, a New South Wales government department that helps farmers and land holders with issues around biosecurity and resource management. In this episode, Carolyn shares how they’ve been able to identify issues with their customer experience and drive cultural chan…
