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Communicating, Reaching, BITSING and the ABCDs of Image Leadership

Best Seller TV, the only show dedicated to covering today’s best-selling business books on C-Suite TV, is announcing its November lineup featuring in-depth interviews with leading business authors Deirdre Breakenridge, author of Answers for Modern Communicators: A Guide to Effective Business Communications, Stacey Alcorn, author of Reach! Dream, Stretch, Achieve, Influence, Frans de Groot, author of The Seven Laws of Guaranteed Growth: BITSING: The World’s First Business Management Model that Guarantees Success and Sylvie di Giusto, author of The Image of Leadership: How leaders package themselves to stand out for the right reasons.

Deirdre Breakenridge, author of Answers for Modern Communicators: A Guide to Effective Business Communications, delves into how the definition of the modern day communicator has changed. It used to mean that only people who were trained were the communicators, but nowadays; with the changes in media and social media, anyone can be a citizen journalist and act as a communicator. Breakenridge says that communications is at the heart of every business as it helps build relationships with customers. But as more channels or platforms emerge, attention spans across the board are fragmented with the average span being eight seconds for highly digitized individuals. She argues people don’t have to be everywhere, just where your customers need and want you to be in order to be an effective communicator.

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Using Force Multiplier Principles to Bring Out The Best In Your Employees.

Force Multipliers are the indispensable leaders who bring out the best out in everyone.

Last year I hosted a going away party for a close friend.  It was a small gathering of some of his closest relationships.  Within two weeks of the party, my friend would be deployed to Afghanistan where he would spend the next year aiding the military reduction in force.  As he sat in my living room pondering his uncertain future, we each took turns, expressing our love for he and his family, providing words of encouragement, and vowing to protect and help provide for his wife and their two young children while he was gone.

As we went around the room, there was one person whose words I personally had been waiting to hear.  As a Lt. Colonel he had attended many of these “deployment parties” as he called them, so I knew that his perspective would be unique.  But I was in no way prepared for the lasting effects that his words would have on my perspective of leadership.

The officer began his sharing by saying, “You are what we in the army refer to as a “force multiplier.” The overall effectiveness of your group is increased by your presence.  Because of your personality and character, you bring out the best in each and every resource you come into contact with.”

Those words resonated with me. As one who trains leaders, I often hear other leaders and even experts give all types of definitions of what a leader is. But whether referring to the ability to provide vision and direction; the ability to solve problems; or the ability to motivate others; there is one question that is rarely asked when talking about leadership effectiveness: “Is more accomplished by the person’s presence than would have occurred if they weren’t there?” Is this leader a “force multiplier?” Whether you’re there or not, here are three practical strategies that will awaken the force multiplier within you.

1. Flex Your Style

Years ago, one of my mentors gave me a piece of advice I’ve never forgotten.  He said to me, “Tony, you have to stop leading people with a herd mentality.  You’re not just leading a group, you’re leading a group of individuals.”  That was an eye opening moment.  People don’t come in one flavor; they all have many differences that make them who we are.  Whether it is differences in personality, gender, culture, belief systems, or the different experiences that shape and mold how they think and what they value, these differences will have a great effect on what it takes for them to be led effectively.

Unfortunately when leading teams, many leaders don’t consider the individuality of their people.   Many have their own leadership “style.”   That style is effective in certain situations and with certain people, but no one style works in all situations and with all people.  Often the people we find difficult to lead are really just the people that our style doesn’t work with.  Leaders who are able to adapt their leadership style to fit the needs of the people they lead and the circumstances they face are consistently more effective than those who stick to their style.

2. Give recognition

Praise and recognition are one the most powerful tools a leader has in his or her arsenal to motivate and engage employees.  It’s also one of the most overlooked tools as well.  In their book the Carrot Principle, Adrian Gostick and Chester Elton state that 79% of employees who quit their jobs cite lack of appreciation as a key reason for leaving.  They also report that 65% of North Americans report that they weren’t recognized in the least bit the previous year.  Yet Gallup links an increase of recognition with lower turnover, higher customer satisfaction and increased productivity.

If you want to bulletproof your organization from the threat of losing talent to the competition, you need to make sure they receive a consistent dose of recognition.

Praising people for a job well done makes people feel special.  Honoring them makes them feel special.  Awards and certificates, special gifts, even gift cards can make people feel special.  Make them feel special and they’ll want to do whatever they did to earn the praise again.   Praise and recognition don’t just affect work, they increase effort.  Work is contractual; effort is personal.

3. Have A Positive Attitude All of the time

Years as I was preparing for my first leadership experience, my mentor said something I’ll never forget.  He said, “Tony, you just lost the luxury of having a bad day.”  I had never thought of it that way.  I never considered having a bad day a luxury, but he was right.

What leaders don’t realize is that their emotions, whether positive or negative are contagious.   Sigal Barsade, a Wharton management professor who studies the influence of emotions on the workplace says,  “Emotions travel from person to person like a virus.”  The result of this contagion can have a dramatic effect on your business.  A Gallup study by researcher James K. Harter found that business unit sales and profits could be predicted by employees’ emotions. People’s emotions impact their performance, and if they’re healthy and happy they perform better.  Colin Powell is famously quoted as saying, “Perpetual optimism is a force multiplier.”

 

This is a guest post by one of our C-Suite Network Advisors and C-Suit Book Club Author, Tony Chatman.

Tony Chatman helps people perform at their best. As a recognized thought leader in the area of human relationships, he instills people with an understanding of the fundamental differences in how people think and act, enabling them to make a real connection with others – whether at work or at home.  This understanding leads people to achieve goals productively, through listening and leadership.

Since 2003, Tony has worked with hundreds of corporations and government agencies to help people reach new heights of effectiveness by understanding themselves and others better.

As a keynote speaker, Tony’s passion is contagious.  His speeches provide practical, usable knowledge that people use immediately for business and personal success.   Recognized as a “tremendous speaker and presenter” with “phenomenal stage presence and intensity,” Tony delivers learning events that consistently garner enthusiastic reviews. Whether small or large groups up to 6,000, audience members feel that he is speaking directly to them because of his ability to connect with everyone, no matter their background.

C-Suite TV Programming To Be Featured on Amazon, Roku, and Apple TV

NEW YORK, NY–(Marketwired – Jun 21, 2017) – C-Suite TV, a web-based digital on demand business channel, is announcing that their primetime business programming is now accessible through Amazon, Roku and Apple TV. The over-the-top (OTT) network’s programming is available to the public via the Amazon app store site, via Amazon Direct download, Roku Guide, and Apple TV guide, by browsing by category or using the search feature.

Read the full article.

“Run Towards the Roar” Comes to C-Suite TV

NEW YORK, NY–(Marketwired – May 9, 2017) – C-Suite TV, a web-based digital on demand business channel, welcomes a new show to their lineup, Run Towards the Roar. The show will be hosted by Jason Forrest, CEO and Chief Culture Officer at FPG (Forrest Performance Group), and will air the first Friday of every other month.

Run Towards the Roar answers the question ‘what does it take to be a successful entrepreneur?’ The show explores the steps needed to take control of your life and make your ideas a reality. Forrest interviews industry leaders who tell their stories about overcoming adversity to achieve a high level of success. Entrepreneurs of all levels have had times of uncertainty and the show aims to tell the stories of the men and women who ran towards the roar, went all in, and lived to tell about it.

Read the full article.

Executive Briefings: Extraordinary Leadership

Dr. Tony Alessandra CEO of Assessments 24×7
April 20, 2017

Dr. Tony Alessandra is two speakers in one… a professor and a performer, or as one client put it – “he delivers college lectures in a comedy store format.”

Tony offers audiences the opportunity to enjoy themselves while learning practical, immediately applicable skills that positively impact their relationships with prospects, customers and co-workers.

He focuses on how to create instant rapport with prospects, employees & vendors; how to convert prospects and customers into business apostles who will “preach the gospel” about your company and products; and how to out-market, out-sell and out-service the competition.

Executive Briefings: Creating Market Leadership

Donovan Neale-May, Founder & Executive Director of the CMO Council
March 23rd, 2017

Technology moves quickly, thus understanding marketing trends that make an impact is critical in creating market leadership. This edition of C-Suite Executive Briefings features top thought leader Donovan Neale-May, Founder and Executive Director of the Chief Marketing Officer (CMO) Council, Executive Director of the Business Performance Innovation (BPI) Network, and Co-Founder and Managing Partner of The SABLE Accelerator (South African Business Link to Experts).

Donovan discusses how keeping pace with the latest digital marketing trends is challenging, at most. He shares his thoughts and insider business trends for creating market leadership.

 

The C-Suite is a vast audience of leaders who all have a little extra insight into their industry and the current business world. I sit down with these leaders to give them the opportunity to share that insight and give a glimpse to their personal stories as a business leader.

I recently had the opportunity to interview Donovan Neale-May, Executive Director of the Chief Marketing Officer (CMO) Council.

What is the role of a Chief Marketing Officer?

When we started the CMO Council back in 2003, the CMO was more of a Chief Branding Officer. The title has evolved dramatically with new requirements on the job, new alignments within the C-suite and a proliferation of the Chief titles.

The CMO today has to be the real architect custodian champion of customer experience, which is driven through a data-centric strategy that has a lot of technology underpinnings to it. But, more importantly, is one that aligns the organization across the multiplicity of disciplines.

What new challenges do today’s CMOs face in relation to leveraging technology to create a great customer experience?

It goes back to the issue of data and the multiplying sources of data. There are thousands of applications across all areas of interaction, operation, and campaign execution. The challenge is determining which ones to deploy, where to deploy them, and then how to take the data that each application generates and unify and integrate it, and pull out actionable insight that can help decision support from a marketing standpoint.

CMOs are overwhelmed with data sprawl. Data tends to reside in different repositories and siloes across different functional areas, which is a problem when you try to deliver an omni-channel experience.

CMOs today have got to forge a strong tie or linkage with the CIO and with IT organizations. Many CIOs are hiring IT professionals and bringing them into the marketing department.

We have heard that big data is the answer to creating a more focused customer experience. Do you think it has

created more problems than it has solved?

Today it is about APRs, and how you can connect into different data streams and data sources to have a seamless view and add value to the front-line information gap, to the back office disconnect gap – to the things that, typically, irritate or bother customers. From an experience standpoint, it has mostly to do with the fact that you have disconnected channels of engagement and touch-points that don’t have real-time, up to the minute, insight into the customer.

The cognitive computing model is going to be transformational because it takes technical complexity away.

What is the future of customer loyalty programs?

Customer loyalty is going to be embedded in the digital wallet, however, most customer loyalty programs do not work that well. If you look at the retail world, there is a lot of data being generated by loyalty rewards programs, however people use them only to get a discount. Therefore, you’re actually cannibalizing your business because it’s not value added, it’s just savings on a purchase.

The question then is, how do you take that insight, the transactional history, and leverage that in a granular way to cross sell, up sell, and get a competitive switch? Many marketing companies track millions of transactions a week from thousands of retail outlets, however it is generally historical purchasing. It is not necessarily going to predict what those customers are likely to buy in the future.

The loyalty rewards programs are good if they are fortified, well supported, implemented effectively, and people don’t have a hustle redeeming… getting value back from signing up to participate.

Come Fly Away with C-Suite TV

March 13, 2017 11:25 ET

C-Suite TV announces partnership with ReachMeTV and the launch of C-Suite Insights at the Airport Revenue News Conference in New Orleans

NEW YORK, NY–(Marketwired – Mar 13, 2017) – C-Suite TV, a web-based, digital on-demand business channel, is announcing their partnership with ReachMeTV, a multi-channel digital TV network, as well as the launch of their new show, C-Suite Insights, at the Airport Revenue News Conference in New Orleans on March 14. C-Suite TV is now the exclusive business-to-business content channel in airports and hotels in the US.

With over 1 billion passengers going through airports in the United States each year, C-Suite Insights will offer in-depth interviews with executives and thought leaders in the concessionaire industry. The show will be accessible via a portable over-the-top (OTT) platform to passengers throughout the top fifty airports in America. C-Suite TV programming can also be seen in over one million hotels across the country, including the Ritz-Carlton, W Hotels, Marriott, Hilton and Wyndham, among others.

Airports make up the largest captive market and passengers spend millions of dollars at concessionaires, which include shops, restaurants, and bars. The airport concession industry is $14 billion in size and the largest market of high net worth people in the world — 1.3 billion people in the U.S. and 3.3 billion people globally. This partnership gives audiences exclusive access to business executives and industry leaders who are running multi-billion dollar concessionaire companies.

“We are excited to be partnering with C-Suite TV and adding their specialty programming to our lineup. We believe this is the perfect opportunity to showcase both our extensive network and their wide array of business programs, giving travelers a chance to catch up on the latest business news — whether at the airport or at their hotels,” said Lynnwood Bibbens, ReachMeTV’s CEO and Co-Founder.

All episodes of C-Suite Insights will air on demand on C-Suite TV.

“I’m thrilled to launch this partnership with ReachMeTV because it gives C-Suite TV programming additional visibility and an audience looking to stay informed about the latest business news,” said Jeffrey Hayzlett, chairman of the C-Suite Network. “As a frequent traveler myself, it is important to me that our audience reaps the benefits and use the platform to gain a competitive advantage.”

For more information, visit www.csuitetv.com.

 


About C-Suite TV:
C-Suite TV, an entity of the C-Suite Network, is a web-based digital on-demand business channel featuring interviews and shows with business executives, thought leaders, authors and entrepreneurs providing news and information for business leaders. C-Suite TV is your go-to resource to find out the inside track on trends and discussions taking place in businesses today. This online channel is home to such shows as C-Suite with Jeffrey Hayzlett, Executive Perspectives Live and Best Seller TV, and more. C-Suite TV is part of C-Suite Network, the world’s most trusted network of C-Suite leaders. Connect with C-Suite TV on Twitter and Facebook.

About ReachMeTV
ReachMeTV is a multi-channel, digital TV entertainment network and integrated global distribution platform, built from the ground up, to reach modern viewers on the go. Today our network reaches over 100 million viewers. Our fully-integrated distribution platform connects thousands of screens in high-value, high-traffic public places into one dynamic entertainment network, and delivers multiple channels of world class entertainment to every screen on a screen by screen basis.

The Caring Effect – Celebrate and Reward Good Efforts

By Judith E. Glaser

 

Great leaders identify, measure, recognize, and reward meaningful efforts and achievements—and celebrate often with the people involved. Why should managers and leaders celebrate more? Creating a feeling of celebration helps meet people’s needs for inclusion, innovation, appreciation, and collaboration.

How might the disciplined practice of celebration change the culture? From my study of neuroscience, I know that celebration has a big impact because it literally works wonders in the brain. By releasing dopamine and other positive neurotransmitters, positive celebrations and intelligent conversations are not just ways of socializing and sharing information—they trigger healthy physical and emotional changes in the brain.

 

The Moment of Contact

Cultures either open you up to having healthy, trusting conversations or close you down so that you speak from fear, caution, and worry. As we communicate, we trigger neurochemicals that make us feel either good or bad, and we translate that inner experience into words, sentences, and stories. Feel good conversations trigger dopamine, oxytocin, endorphins and other chemicals that give us a sense of well-being.

When we converse with others, we are sharing our inner world, or sense of reality, validating reality with others, and measuring the levels of trust in our relationship to determine whether we can partner with others—and the quality of our conversations depends on how open or closed we feel at the moment of contact. The neurochemical reactions in our brains drive our states of mind, and these affect the way we build trusting relationships with others, how we communicate, and how we shape our relationships.

 

The Caring Effect

Our brains are designed to be social—and the need for celebration is greater than the need for safety. In fact, feeling socially excluded activates some of the same neural regions that are activated in response to physical pain. I refer to the various ways that leaders can celebrate and show appreciation, The Caring Effect. The opposite effect is manifest when people physically or emotionally check out.

When an employee begins to check out, managers often think of this person as uncooperative or unreasonable, which leads to counter-productive behaviors on the part of the manager—avoiding the person, talking judgmentally about them, or passing them over to HR for repair. This creates a vicious cycle: employee engagement continues to decline while the manager becomes exasperated with the employee’s performance until the tension is relieved—either by the boss deciding to fire the employee, the employee choosing to leave, or both resigning themselves to low satisfaction and performance.

Such negative behaviors signal that the social and psychological needs that drive performance are not being met. All people have deep-seated needs for meaning, purpose, connection, and inclusion that they want—and expect—to fulfill at work. How can you leverage your people’s social and psychological needs to fuel growth and productivity?

 

The Caring Effect… Take Five Steps Forward

The key is to use your Conversational Intelligence® (C-IQ)—your capacity to connect—to recognize social and psychological needs and translate this awareness into conversations that meet these needs.

Here are five steps you can take now:

            1:  Acknowledge people’s social and psychological needs. Our needs are sources of energy, motivation and engagement. Create a culture wherein people can meet the following seven needs:

1) Inclusion and belonging: we need to feel included and connected and in supportive relationships with others and be included in decisions that affect our job;

2) Appreciation and recognition: we need to be appreciated for our gifts, talents, and achievements and to recognize and appreciate others;

3) Challenge and achievement: we need to feel challenged to take risks and achieve results;

4) Trust and accountability: we need to feel that we can count on others to be fair and honest, clarify expectations, and be held accountable for results;

5) Growth and learning: we need to work where we can learn, grow and develop our skills and talents and contribute to organizational goals;

6) Power and control: we need to influence the results and actions we are accountable for; and

7) Meaning and purpose: we need to know that our work adds value, has meaning, and is part of something bigger than we are alone.

 

            Step 2: Model self-responsibility for meeting needs. Cultivate a culture of self-responsibility by expressing direct and timely feedback to others when their behavior detracts from your needs being met and by making clear requests regarding actions that they can take to better meet your needs. Also, asking them for feedback on whether your behavior is meeting their needs; if not, ask what needs are not being met and what actions they’d like you to take to better meet these needs.

 

            Step 3: Offer and accept support for identifying and meeting your needs. We often need help identifying our needs and support of others to meet them. As a leader, you can foster an environment in which people support each other in identifying and meeting their needs by offering support  (asking someone who appears distressed what’s going on that they  need help with) and accepting support  when it is offered.

 

            Step 4: Celebrate when needs are met.  Nothing builds momentum for continuing to meet these needs than celebrating the actions that lead to these needs being met. Celebrate the meeting of a need, and you can expect this need to become increasingly met going forward; fail to celebrate the meeting of a need and you demoralize the person.

 

            Step 5: Hire needs-intelligent employees.  Some employees may arrive to work intent on creating a sense of inclusion and belonging, while others may arrive resigned that they’ll never feel included. Identify those needs you want to meet in your culture and then hire people who have a strong connection to these needs and embody a sense of self-responsibility for ensuring that these needs are met.

In C-IQ cultures, people celebrate achievement often to meet their social and psychological needs in a healthy ways, resulting in higher morale and productivity.

 


ABOUT THE AUTHOR

Judith E. Glaser is CEO of Benchmark Communications, Inc. and Chairman of The Creating WE Institute. She is an Organizational Anthropologist, and consults to Fortune 500 Companies. Judith is the author of 4 best selling business books, including her newest Conversational Intelligence: How Great Leaders Build Trust and Get Extraordinary Results (Bibliomotion, 2013) Visit www.conversationalingelligence.com; www.creatingwe.com; jeglaser@creatingwe.com or call 212-307-4386.

UK vs USA: The Impact of Social Selling on B2B

A white paper from C-Suite Best Selling Author, Lee Bartlett. Lee’s research study delves into the Impact of Social Selling on the landscape of UK vs USA.

 

Research Paper 2017: The Impact of Social Selling on the B2B Landscape in the U.K. Vs. U.S.A

  • How are UK vs. US-based B2B buyers responding differently to information overload, a proliferation of suppliers and legacy pricing models?
  • Why are multinational sales leaders adopting different sales strategies, hiring policies and sales training in the UK vs. the US?
  • Why is speed to market so crucial for international companies looking to expand into Europe?

These are crucial questions for C-Suite executives in 2017.

Sales Leaders from five multi-national companies were interviewed with substantial operations in both the UK and the US. The aim was to assess the impact of social selling in the UK and how the growth of social networks over the past 5 years has affected the way their teams sell. Its purpose was also to understand the short-term plan for how these companies will adjust to technological advancement, an increase in automation, and changing customer buying habits. Finally, it sought to compare the adoption level of social selling strategies in the UK with that of the US and understand what is driving any differences between each geographical location.

 

Key points from the study:

 

Tangible cultural differences exist between selling in the UK vs. the US. Customer buying habits differ and regional sales models, hiring policy and the respective depth of engagement expected from sales professionals support this.

Vendor confusion is driving customers to adopt new ways of managing suppliers. Customers lack context more than ever before, and this is an opportunity for sales professionals to differentiate themselves by connecting the dots and demonstrating value. An increasingly systematic procurement approach is exposing poorly executed sales processes.

A contracting vendor landscape is driving a deepening of customer relationships and greater emphasis on customer retention. Vendor consolidation is forcing companies to focus on speed to market, as less established products or suppliers with weak relationships, little business critical value and an inability to differentiate themselves, run a high risk of being culled.

Complementing outbound sales efforts with social selling strategies has proven to yield demonstrable pipeline revenues in a short period. This is seen on both sides of the pond, yet more so in the US. Similarly, inbound selling is a great platform to justify international expansion into Europe, but it doesn’t address the cultural adjustment when establishing a physical presence overseas.

Customers are forcing legacy companies to alter their business model and pricing strategies. Sales organizations are shifting from selling products, to solving their customers’ business critical problems. For example, in the B2B data vendor space, rather than sell end users licenses, suppliers are increasing service levels to help customers farm and aggregate their proprietary systems on the buyer’s behalf, helping them better manage scarce resources and solve budgetary issues, while maintaining output.

Customer buying habits have changed more in the past 2 years than the previous 20 years, and companies are re-engineering their sales processes to match the changing customer journey. For deeper insight into these points, download the full report here.

 

 


ABOUT THE AUTHOR

Lee Bartlett is a consultant, author of the highly acclaimed book The No.1 Best Seller, and specialist in taking new technology products to market. With extensive experience selling to the financial sector and C-Suite executives, Lee has built multi-national sales teams, been the co-founder and CEO of a tech start-up and sold extensively across Europe, the US and Asia. He shares his personal sales methodology and experiences in his book and blog, both of which discuss the mindset, strategy and processes of top sales professionals.

Thirstie to Bring Lifestyle Content to the C-Suite Network

February 28, 2017 09:00 ET

NEW YORK, NY–(Marketwired – Feb 28, 2017) – The C-Suite Network announced today a new content sharing partnership with the on-demand alcohol delivery service, Thirstie.

C-Suite Network, the world’s most trusted network of C-Suite leaders, hosts a variety of partners who share relevant content with its members. The Thirstie partnership is significant as it marks the network’s expansion into executive lifestyle content. Thirstie and C-Suite Network will join forces to share a series of recipes, entertainment ideas, and relevant beverage industry news on the C-Suite Network’s membership platform.

Thirstie’s editorial platform combines timely and relevant content with on-demand and direct mail delivery. The company’s editorial team, which includes a vast network of industry experts, creates compelling yet accessible content targeting millennial consumers interested in discovery and trial.

 

“We’re excited to be partnering with the C-Suite Network to offer its members access to some of the finest products in the world. As a lifestyle brand and trusted advisor, Thirstie will offer not only delivery, but guidance to members as they explore the world of spirits,” said co-founder and head of product, Maxim Razmakhin.

 

Thirstie’s standard delivery services will also be available to C-Suite Network members. Thirstie partners with more than 150 local retailers to deliver wine, beer and spirits to consumers.

The C-Suite Network seeks sponsors and partners that provide added value to their community of C-level executives. Each one has been carefully vetted to ensure they provide executive quality services and exceptional value to members.

 

“At the C-Suite Network, we want to bring together the best in-class across the board, and Thirstie allows us to do this a new way as one of our first executive lifestyle partners,” said CEO Thomas White. Adding, “As they say, C-Suite Network members can now toast to a finer drinking experience.”

 


About C-Suite Network
C-Suite Network is the world’s most trusted network of C-Suite leaders, with a focus on providing growth, development and networking opportunities for business executives with titles of vice president and above.

C-Suite Network brings leaders together through a private online community for executives. C-Suite Network also offers invitation-only conferences held three times per year, custom-tailored content on the C-Suite Network blog, C-Suite TV, C-Suite Radio, C-Suite Book Club, and educational programs from C-Suite Academy. Learn more at www.c-suitenetwork.com, or connect on LinkedIn, Twitter and Facebook.

 

About Thirstie
Thirstie is a technology company and e-commerce platform for the retail alcohol industry. By partnering with hundreds of licensed retail partners, we deliver products directly to consumers across 10 markets in less than 2 hours and ship alcohol products to consumers in most locations in the US and Canada. Our white label solution, Thirstie Inside, enables liquor brands to sell directly to consumers for the first time. This enterprise solution not only enables e-commerce for brands, but provides visibility and transparency into data, consumer insights, analytics, and ROI. Learn more at thirstie.com.

Authors

Sudhir Kulkarni

Sudhir Kulkarni is the President of Digital for Persistent Systems. Here he leads the team with a focus on the “how” of digital by bringing together data, APIs, and experiences. This growth strategy combines a technology partner ecosystem, solutions, and a unique architecture for enterprise digital transformation or the transformation to become software-driven in business. He holds an MBA from IIM, Calcutta and a Bachelor’s Degree from Bombay University. He won the prestigious Gurukul Chevening Scholarship at the London School of Economics. During his first stint with Persistent from 2006 to 2011, Sudhir held Sales leadership roles as Vice President and Senior Vice President of Sales and GM of an acquired product unit. On rejoining Persistent in 2013 he held Global Sales Operations and Marketing responsibilities in addition to High Tech Sales. Over his 8+ years association with Persistent, his focus on driving a disciplined sales organization has been a key to the organization’s growth. Over a rich professional career of over 30 years in technology and other businesses, Sudhir has been associated with AF Ferguson, Coats Viyella and NIIT, founded two successful technology companies and ran two startups in the Silicon Valley as COO and Managing Partner.

James Rosseau

James B. Rosseau currently serves as the Chief Commercial Officer, responsible the company’s strategy, products, brand advocacy, organizational alignment and the oversight of LegalShield Business Solutions. He has over 20 years of professional leadership experience in the financial services and retail industries and joined LegalShield in 2014 (previously serving as the President of Business Solutions).
Prior to joining LegalShield, James served as the President of Allstate Affinity Solutions where he launched several unique, innovative partnerships with companies such as United Airlines, Bass Pro Shops, Intercontinental Hotels and others, differentiating Allstate in the insurance industry.

Prior to Allstate, James spent 10 years at JPMorgan Chase serving as a Senior Vice President at JPMorgan Chase Card Services, where he was responsible for affinity and co-brand partner relationships, and prior to that, he served as the HR Service Delivery North America Executive, responsible for the provision of HR services and a leadership role in mergers, acquisitions, and divestitures; the establishment of a captive off-shoring hub in India; and numerous operational and technology transformations.

James holds an Executive MBA from Kellogg School of Management, a BS in Business Management from the University of Phoenix, and is a published author (Success on Your Own Terms: 6 Promises to Fire up your Passion, Ignite Your Career and Create an Amazing Life). James has a wife of 20 years, Aishah, and a son, James B. Rosseau, Jr.

 

 

Lynnwood Bibbens

Lynnwood Bibbens is a serial entrepreneur and the Co-Founder of ReachMeTV. As CEO, Bibbens has taken a leadership role in identifying new markets and opportunities for the ReachMeTV Network, resulting in the Company’s seminal sales, distribution and partnership deals with world-class traditional and digital media and technology powerhouses. Along with Partner and Co-Founder Ron Bloom, Bibbens helps to chart the Company’s direction and growth from a national to international network with a reach of over 100 Million viewers on the go, targeting over 200 Million viewers.

Prior to ReachMeTV, Lynnwood developed solutions for the Media and Entertainment industry, integrating multiple dynamic content platforms that use proprietary technology that enabled top tier brands to better understand their clients. He has teamed up with syndication partners AOL, Yahoo, Google, Roku, Opera, XBox, Dish, Comcast, Verizon, and Amazon. He has produced both daily and episodic Television focused on Entertainment, Sports, and News.

Earlier in his career Bibbens founded and sold several technology and e-commerce companies focused on computers and consumer electronics with combined Revenues eclipsing $2 Billion. He has the ability to foresee the needs of Manufacturers, Distributors, Brands, and Consumers and as such has formed long term relationships with corporations such as Samsung, CBS, Toshiba, Verizon, Vizio, Amazon, and Comcast to name a few. Lynnwood also sits on the board of several companies; Atlys, GI Film Festival, Voyant , The Invictus Firm and Chairman of ReachMeTV.

Peter Frieman

Peter Friedman is a social media visionary with 32 years of online community and social media experience helping global companies engage with customers at scale. He is the founder, Chairman, and CEO of LiveWorld, a social customer experience company serving as trusted partner to the world’s largest brands, including the number-one companies in retail, CPG, pharmaceutical, and financial/travel services. Prior to founding LiveWorld, Peter was the Vice President and GM of Apple’s Internet Division, overseeing AppleLink, eWorld, AOL, and Salon. He was a member of Apple’s Macintosh Division.  He is a fine art photographer, celebrated public speaker, and author of “The CMO’s Social Media Handbook, A Step By Step Guide For Leading Marketing Teams in the Social Media World”. His writing can be found at The Huffington Post and across the web. Peter’s life-long mission is to help people create more value together than they ever could alone.

Twitter: @PeterFriedman

Greg Chalker

Greg Chalker is currently Head of Emerging Channels for Capital One Small Business Card, focused on new account acquisitions through business development and alternate channel growth.  Greg has held a variety of leadership positions at both Capital One and Honeywell in operations, marketing, supply chain management, finance, and business development.  Greg graduated from the Massachusetts Institute of Technology, earning an MBA and MS in Chemical Engineering.  Greg has a Bachelor of Chemical Engineering degree from the Georgia Institute of Technology.

Phil M. Jones

Best-selling author, multiple award-winner and commonly referred to as the “World’s Leading Sales Trainer,” Phil M Jones’ cheeky English chap persona will be sure to put a smile on your face. From training more than two million people worldwide to coaching some of the biggest brands in the world – Phil’s mission to “teach the world to sell” has resulted in his expertise being globally recognized.

 

Understanding behavior, he’s able to use his infectious thought-provoking style of delivery to make long-lasting change by re-wiring beliefs and instilling what he refers to as his “Magic Words.” By teaching audiences how to use particular word patterns and showing them exactly what to say in order to work around difficult situations, Phil’s able to help non-sales people to increase their activity and have more of the right conversations to generate more of the right outcomes.

 

Having won multiple awards including the prestigious Sales Trainer of the Year in 2013 – Phil’s written a series of best-selling books and has a number of online training programs that have enrolled tens of thousands of members. From working with small business owners that are looking to increase sales to leverage their livelihood to globally recognized companies that want to drive more activity from their staff – Phil’s unique skill set allows him to serve a vast mix of people with entirely different goals.

 

Phil now travels the world, speaking to audiences in all corners of the globe – to date; he’s spoken in 56 different countries across five continents and with his growing popularity, he’s expected to add many more to his roster.

Adam Toporek

Adam’s path to internationally-recognized customer service expert began, incredibly, with a single customer interaction. In 2007, in a retail franchise business he owned, Adam witnessed one of his frontline reps checking in a customer for an appointment, all the while slouched in her chair, talking to her coworker between keystrokes, and never making eye contact with the customer.

 

The employee actually did care, but she had received the same customer service training most of our organizations have facilitated before. And it didn’t work.

 

After that day, Adam began a decade-long mission of finding another way, a way to think differently about customer service and to transform teams with lasting change. Eventually, Adam founded CTS Service Solutions to bring his innovative approach to business owners and C-Suite leaders who are struggling to move the needle with their customer service teams.

 

BE YOUR CUSTOMER’S HERO (AMACOM, 2015; China Renmin University Press, 2017)

Be Your Customer’s Hero addresses the real-world challenges that frontline employees face in their jobs. Using customer psychology, actionable communication techniques, and practical strategies for handling difficult service situations, HERO has helped thousands upon thousands transform how they interact with customers.

 

ABOUT ADAM NOW

Today, Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and trainer. As the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. He has appeared in over 100 media and is regularly cited as a top customer experience thought leader.

 

Adam has an MBA, is a graduate of ASU’s Center for Service Leadership Customer Experience program, and is a Net Promoter® Certified Associate. Outside of CTS, Adam is also an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation.

Michel Bayan

CEO & Co-Founder at DirecTech Labs

Michel is a technology entrepreneur, executive, and advisor to both startups and global brands. He’s passionate about great products and businesses and excited about the changes technology is bringing to better our world.
In addition to founding several companies in media, mobile and now, AI, Michel is an advisory board member to several startups in e-commerce, B2B, direct selling, media and more, Michel has well-rounded experience in several industries. This combines with a strong commitment to redefining success in the startup and business community. Success is something more than a company’s valuation or one’s bank account balance alone. It must also include the kind of person one has become along the way.
Michel has been a speaker and moderator at several conferences around the US on topics from the rise and evolution of digital, media, AI, mobile CRM, direct selling, predictive analytics and more.
In direct selling Michel has advised numerous companies on their digital strategy by breaking away from the industry’s shadow to build a mainstream brand that will endure through the information age.

Suzanne La Forgia

Suzanna La Forgia, Captivate VP of Advertising Sales, is a seasoned sales and strategy executive with over 20 years of experience in driving revenue growth for early stage and relaunched media brands as well as evangelizing new digital media platforms.

 

Under La Forgia’s leadership since 2015, the Captivate West/Southwest regional team has delivered historical revenue growth, pacing at +84% year over year. Specifically, she has spearheaded the addition of 12 new advertisers including the team’s first ever six-figure Studio deal and increased the average deal size by 23%.

 

La Forgia’s professional experience spans industries such as digital, out-of-home, mobile, social, promotion, sponsorship, experiential, CRM and retail activation channels. Suzanne has worked with many Fortune 500 and Fortune 50 companies, startups seeking rapid expansion and their agency partners.  In addition, La Forgia was named an Ad Age/4A’s Women to Watch during her tenure as the president of the industry trade group, the Digital-Place Based Advertising Association (DPAA).

 

Suzanne is actively involved in the advertising community as current Board Member, Chairperson, First VP of the AAF Dallas.   Originally from Marietta, GA, she is a graduate of the University of Georgia Terry School of Business, spent nearly 20 years in New York and moved to Dallas in 2014.

Jason Forrest

Jason Forrest, CEO & Chief Culture Officer, Forrest Performance Group

 

Jason Forrest is a thought leader and behavioral change expert on a mission to convince everyone he knows that they are enough! He is a sales trainer, a management coach, and the author of three books, including his latest, Leadership Sales Coaching. He is Chairman of the National Speakers Association’s Million Dollar Speakers Group.  He has been awarded Training magazine’s Top Young Trainer and a Gold Stevie Award for Sales Training Leader of the Year.  He has also been awarded the top sales management program in the world.  Jason is an expert at creating high-performance cultures through complete training programs. He incorporates experiential learning to increase profit, implement cultural accountability, and transform companies into high performance organizations by unleashing their human performance.