Barry LaBov PodBook™
Barry is a former rock musician as well as a globally recognized and respected author, speaker, brand strategist and channel engagement specialist.
RELAYTO Podcast
RELAYTO CEO
Experience-Focused Leaders
PodBook
Interactive Content
About Alex Shevelenko
Barry LaBov
THE POWER OF ALIGNING MARKETING, CUSTOMER EXPERIENCE AND TEAM ENGAGEMENT Barry LaBov President and CEO of LaBov Marketing Communications and Training
About Barry LaBov He is a former rock musician as well as a globally recognized and respected author, speaker, brand strategist and channel engagement specialist. Barry is a two-time Ernst & Young Entrepreneur of the Year recipient and an inductee into the Entrepreneur of the Year Hall of Fame. His book ”The Power of Differentiation” provides real-world experiences and actionable recommendations for leaders.
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THE EXPERIENCE AFFECTSUSTAINABLE PROFITS THE PRODUCTABILITY 1. Domestic & General started out over 100 years ago, ensuring cattle and sheep rights. So not long after the Titanic went down there was a need all of a sudden to have protection and insurance on your livestock. (02:21-02:53) You can have a wonderful product, whether it's a truck, computer, whatever it is. But if the experience for the consumer or the owner of that product is bad, they will tell you that your brand is bad. The consumer does not distinguish between the experience and the brand itself. Barry LaBov
WHAT CUSTOMERS WANT 1. Domestic & General started out over 100 years ago, ensuring cattle and sheep rights. So not long after the Titanic went down there was a need all of a sudden to have protection and insurance on your livestock. (07:21-07:42) They feel like, “Oh my gosh, we cannot make a mistake or we'll lost a customer, and it means our experience is terrible!” And I'll just tell you that's not true. Customers will be very forgiving. They're not looking for perfection but they do want sincerity and respect. Barry LaBov
IMPERFECTIONS ARE OPPORTUNITIES 1. Domestic & General started out over 100 years ago, ensuring cattle and sheep rights. So not long after the Titanic went down there was a need all of a sudden to have protection and insurance on your livestock. (10:00-10:18) The imperfections are actually an opportunity to build a stronger relationship. Because when everything goes super smoothly, it may not be noticeable. It may be great and efficient, but it may not be noticeable. The moment of truth is when you have a problem. Alex Shevelenko
CUSTOMER LOYALTY 1. Domestic & General started out over 100 years ago, ensuring cattle and sheep rights. So not long after the Titanic went down there was a need all of a sudden to have protection and insurance on your livestock. (11:08-11:22) When there is an issue, statistically, it has been found that the customer, if that issue is solved, will become more loyal, more likely to repeat business with you. Barry LaBov
THE IMPORTANCE OF THE EMPLOYEES 1. Domestic & General started out over 100 years ago, ensuring cattle and sheep rights. So not long after the Titanic went down there was a need all of a sudden to have protection and insurance on your livestock. (18:08-18:28) If we do not realize our employees are most important, we're making a mistake. I just worked with a really fine accounting firm. I said that to them, they looked at me and said, “What do you mean? The customer is more important.” I go, “If your employees are not buying into the mission, they're not taking care of the customers.” Barry LaBov
THE RIGHT ORDER IN PRIORITIES 1. Domestic & General started out over 100 years ago, ensuring cattle and sheep rights. So not long after the Titanic went down there was a need all of a sudden to have protection and insurance on your livestock. (20:17-20:28) The employee is first. Wowing, inspiring the customer is next. Not taking the order from the customer. You've got to wow them. You've got to think beyond what they know. Barry LaBov
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About RELAYTO Experience-focused Leaders is the podcast from the RELAYTO.com Content Experience Platform. RELAYTO is the #1 Interactive Experience platform that transforms your static content (PDFs, MP4s, images) into engaging interactive experiences, enabling viewers to choose their own path and self-educate.
About the Podcast Host, Alex Shevelenko 5 Lines about Alex Alex Shevelenko: Co-Founder & CEO, RELAYTO/ Content Experience Platform Expert: Marketing, Customer & Employee Experience Design, Future of Work, AI & Cloud Founded Glocal Partners Ex: SuccessFactors|SAP, Salesforce, Oliver Wyman, Microsoft Academia: Stanford MBA, Penn BSE & BA, book research assistant for Dean of Wharton Awards: 60+ digital experience & comms. Excellence in Management Consulting, USA
Experience-Focused Leaders Podcast We are on a mission to bring the most important ideas to life. We talk about the experiences that move forward organizations, customers, and society at large. If you love ideas and bringing ideas to life, stick around. Join us each week and explore the principles, strategies and insights that drive exceptional customer experiences and business growth. Learn more
