The Future of Engagement podcast features Dr. Brian Peters and David Snyder discussing all things engagement. Each episode will discuss topics related to engagement and will end with tips you can implement to increase the engagement amoung your employees.
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We discuss 5 questions in about 10 minutes because leaders know how to be concise! Questions are centered on team engagement and leadership principles for leaders of all experience levels.
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Join us as we share insights, stories, and strategies from stakeholders and experts about the unique dynamics, opportunities, and challenges of engaging in regional Australia. emPOWER’s goal is to support respectful and effective engagement during the energy transition.
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The Member Engagement show is the podcast for anyone tasked with boosting retention, gaining new members, and deepening member engagement for associations and organizations. Guests share expert advice on the many facets of building and providing ongoing value to association members. You’ll come away from each episode with strategies proven to transform your organization.
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Not to Condemn the World, But to Save It
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Join us at the intersection of artistry and engagement! Life Coach and Singer Songwriter Daniel Mandel interviews artists and creative folks to shine a light on the importance of authentic self-expression and engagement. Daniel's purpose is to stimulate curiosity that will lead to play so that we each get to live our most meaningful adventure! I am a Creativity Coach and I’m the chief encouragement officer! I work with people as creators and artists to generate change through curiosity and i ...
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Tue Gutes und rede darüber. Prominente sprechen über ihr gesellschaftliches Engagement. Prägnante Ansichten, relevante Informationen, leicht und locker präsentiert - das alles bietet der Podcast von misereor „Mit Menschen". Radio- und TV-Moderator Jan Malte Andresen, Hörerinnen und Hörern von WDR 2 bestens bekannt, spricht in den jeweils etwa 45-minütigen Beiträgen mit prominenten Gästen zu aktuellen Themen der Gesellschaft. Dabei ist der Blick über den Tellerrand - und damit auch zu Mensche ...
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Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Dr. Joseph A. Michelli
New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
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Insights and trends relevant to stakeholder storytelling, branding, video production, photography, content marketing and edutainment hosted by the award-winning creative team at The Art of Storytelling Inc. Your story. Our mission. Visit AOS to learn more: https://www.theartofstorytelling.com
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Inspiring teachers one bass drop at a time.
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The Rebel Podcast on the Fight Laugh Feast Network
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Our Podcast is everything to do with Positive Engagement. It covers a range of stories Simon shares, based on his own experiences.
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The Non-Skinnerian Podcast: Where Behavioral Economics and Gamification Redefine Engagement and Motivation
Roman Rackwitz
...where Behavioral Economics and Gamification Redefine Engagement and Motivation. You might be wondering—what exactly do we mean by 'non-Skinnerian'? Well, instead of relying solely on rewards and punishments to drive behavior, we delve into the rich and nuanced world of behavioral economics and gamification. We explore how understanding human psychology—our quirks, biases, and intrinsic motivations—can lead to far more effective and sustainable strategies for engagement and motivation.
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Podcast by Engagement International
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Digital Engagement podcasts from LivePerson will help you stay up-to-date with the latest trends in the digital engagement space while showing you how to drive tangible business value and create meaningful connections with your customers.
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Why Business Teams Fail & How to Avoid It : Strong Leadership Skills For Employee Engagement & High Performance
Rich Allen
Are you stuck trying to grow a high-performance team for your business so you can focus on your business owner responsibilities? Welcome to the show that helps small business owners hire, grow, and develop a radically-engaged team that will run the business for you, reducing your stress, boosting your profits, and letting you fully enjoy being the business owner. You’ll discover techniques to attract and hire top talent, ways to transform your team into a powerhouse of engagement, and shift ...
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Every message a business sends is an attempt to get the recipient to either feel something, know something, do something or say something. At its core messaging is all about increasing engagement, and Intercom on Customer Engagement is a buzzword-free guide to creating and sending the right message, to the right people, at the right time.
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This podcast is about consulting digital marketing and personal development
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What is engagement, and why does it matter? Join our podcast series to hear from experts across government, nonprofits, and academia as they share stories, tips, and best practices. Get inspired and discover how geography and GIS can be used to gather feedback, involve stakeholders, and drive sustained collaboration and engagement in the communities we serve.
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Welcome to the first episode of Rincon Elementary School’s Family Engagement Podcast.
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An interactive intentional community dedicated to helping people foster a deeper relationship with Jesus Christ by engaging art and entertainment through the lens of the Gospel.
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Take learner engagement to the next level with the latest in research and applications for students at all ages, levels, and environments. In this podcast, we talk with leaders in the field of learner engagement research and application to bring you advice for how to increase learner engagement to improve student outcomes.
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Wir machen das soziale Engagement der Jugend im Roten Kreuz und Jugendrotkreuz sichtbar! Im Podcast berichten wir über soziale Projekte und Initiativen der Jugendlichen. #getsocial
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The NDM recognises that public engagement is vital in order to educate, inform and build a relationship with the community. Our scientists are actively engaging in open discussion, and meeting people to debate, listen and learn.
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Prepare to be captivated as "50 Shades of Engagement" peels back the layers of relationships, exposing the vulnerabilities, joys, and complexities that lie within every real relationship. Get ready for an emotional and enlightening journey that will leave you pondering the depths of the human experience, and the true meaning of engagement.
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Engagement Express is a podcast series for HR, engagement and communication professionals. Hosted by Kate Isichei, this podcast provides inspiration and tips on how to build and increase engagement in your organisations. Kate is a global employee engagement and communications professional with over 20 years experience of working in multi national organisations. She has worked in senior roles for AON, Medtronic, Sage, Infosys and other blue chip companies. Her passion for engagement has led h ...
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Customer Experience & Employee Engagement
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Upshot.ai is an omnichannel, customer engagement and gamification platform. With our passion for transforming business with customer engagement and gamification, we take ownership and obsess over every minute detail. This podcast is dedicated to helping business owners, marketers and product managers to understand the art of creating great customer experiences.
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By Glen Pearson
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I’m Dr. Timothy Hatcher. My wife Lynley and I have served with Wycliffe Bible Translators for 25 years. Working in Bible translation globally, we have discovered tools that leaders can use to help their people connect with the Bible. This podcast explores insights from our experience and research in the topic of Scripture Engagement.
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Samen werken aan een betere wereld is eenvoudiger vanuit een werkklimaat dat inspireert, ontwikkelt en engageert. Met dat doel hebben we de 4 principes van Art of Engagement geformuleerd: Draag bij aan het grotere geheel, Toon moed in duidelijke keuzes, Wees transparant en duidelijk, Luister en geef ruimte voor groei. De 4 principes beschrijven hoe je zelf kunt bijdragen aan een open en betrokken organisatie. In deze podcast-serie spreekt Talitha Muusse met interessante gasten over The Art O ...
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How do the world’s biggest sports, teams and advertisers engage fans? And what are the secrets to monetizing the world’s most in-demand audiences? The Fan Engagement Podcast, by Genius Sports, brings you in-depth conversations with the smartest minds in sports marketing. Our host, award-winning journalist Megan Cain, quizzes senior leaders from brands, rights holders, betting companies, broadcasters and more to bring you actionable insights on fan engagement.
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This podcast features higher ed faculty and course designers using creative approaches to enhance students’ learning experiences and turn engagement “ON”
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This podcast is all about everyday life experiences in the now. Guests will be invited to speak of their own life experience and give insightful advice of what they learned and gained.
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Author Joi-Marie McKenzie kicks off season one of The Engagement Game podcast in celebration of the paperback edition hitting shelves. In six episodes, Joi-Marie delves even deeper into the books' themes, tapping experts, friends and strangers to join her. Pick up a copy of The Engagement Game now in paperback and hardcover wherever books are sold.
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Welcome to the Rules of Engagement Podcast, the podcast dedicated to political engagement brought to you from Voting Counts! Voting Counts is a simple, unbiased political resource that helps you make informed decisions when voting. Visit our website: www.votingcounts.org.uk Follow us on twitter: @VotingCountsUK
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We talk won two veteran teachers on their take about students and how they have and have not changed over the last forty years. Cover art photo provided by Nathan Anderson on Unsplash: https://unsplash.com/@nathananderson
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It is my great pleasure to publish this weekly podcast that supplements my book "Hacking Engagement". Listen and get creative ideas on how to engage students tomorrow! Please visit my website: http://jamesalansturtevant.com/ And...for a cornucopia of teacher empowerment resources, visit: http://hacklearning.org/
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Insights is an original series from Emplify that explores extraordinary advances in people performance and business outcomes through workplace science and...well, insights. You’ll learn from Emplify CEO and Co-Founder Santiago Jaramillo as he discusses culture and engagement - and takes a deep dive into the specific questions that are top of mind for people-first leaders. Nicole MacLean, Director of Relationship Marketing at Emplify, will be your guide as we learn from Santiago on how to bre ...
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In this Podcast I review the different most compelling aspects of the documentary Kids and Money
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The VSCA Professional Development team is excited to offer a series of podcasts to provide support and encouragement to counselors.
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The Growth and Engagement Show is your go-to podcast for actionable insights and fresh perspectives on building thriving businesses. Join us each week as we explore innovative strategies in marketing, relationship-building, and business process creation to enable you to scale. Whether you’re a small business owner, a startup dreamer, or an entrepreneur scaling to the next level, this podcast delivers the tools and inspiration you need to succeed.
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Raymond Pouncey is a Youth Fire Setter Engagement Specialist, who works with youths to help them identify their involvement with arson and fire setting activities.
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Listen to this podcast to learn about B2B Sales productivity tips, tools, news, & other relevant information to professionals interested in sales productivity, demand generation, & more. Learn More: //www.koncert.com
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Generate more gifts with less money and reduced resources with Engagement Fundraising. Join Greg Warner as he cuts through the noisy and confusing echo chamber of fundraising philosophies to help you become more efficient and effective generating more major and legacy gifts. Presented by MarketSmart, LLC. Learn more at www.imarketsmart.com.
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Outback Talks: The Employee Engagement Podcast is a monthly audio resource for HR and business professionals who are interested in building better corporate teams. Each podcast features an interview with an expert, to bring you practical tips and tricks you can use around the office, at your next team building event, or your upcoming training seminar. Learn more at http://www.outbackteambuilding.com
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This podcast is for all of the believers who are trying to figure out how to engage in the world without losing their faith. Support this podcast: https://podcasters.spotify.com/pod/show/cultureengagementpod/support
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Reimagining Empowerment: How Amazon One Medical Designs for Employees AND Customers
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4:53In this episode, Dr. Joseph Michelli shares how Amazon One Medical empowers its employees to deliver personalized, high-quality care—and how that empowerment translates into better customer experiences. Drawing from his latest book All Business Is Personal, Joseph explores how One Medical designs systems that reduce friction, trains for values and …
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Creative Engagement Musician Composer Anne Wood
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50:21Engage with us via Text Message! My guest is Musician, Composer Anne Wood. I thank Niloo Kahn for introducing me to Anne. It is so fascinating to learn about Anne’s life story and the story of how her theatrical experience called When Mountains Meet came to life. I won’t give away any plot twists here. I especially loved hearing how each part of An…
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Re-energize Your Team by Connecting Values and Purpose | Judy Ryan
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17:31Judy Ryan Judy Ryan is the CEO of LifeWork Systems, a performance management company specializing in culture transformation since 2002. She helps leaders build inclusive, emotionally intelligent, and accountable workplaces where people thrive. With her proven CultureEX™ system, Judy transforms disengaged teams into motivated, high-performing ones—b…
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Understanding Association Member Perspectives with Smithbucklin's Karen Saverino
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38:13On this episode of Higher Logic’s award-winning “Member Engagement Show,” we talk with Karen Saverino, CMO at Smithbucklin. Karen has over 25 years of experience in marketing and communications, most with nonprofits and associations. She is one of the authors of Smithbucklin’s recent report on the Perceptions and Evolving Role of Associations. List…
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How To Build a Rockstar Team Without Relying on “Hiring Better People"
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13:00Is your team your business’s greatest competitive weapon — or your biggest liability? If you’re striving for business success but struggling with hiring great employees, enhancing leadership skills, or developing high-performance teams, this episode is for you. Rich draws a powerful connection between military transformation and what your organizat…
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Dr Amanda Cahill and Dr Gareth Edwards - Empowering Community-Led Change in a Just Energy Transition
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36:44Lighthouse series What does it take for communities to lead the renewable energy transition—not just be consulted? In this episode, Wendy Agar talks with Dr Amanda Cahill and Dr Gareth Edwards about empowering local leadership, supporting self-determination, and making engagement meaningful. They share real-world stories and insights from regional …
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Can People Really Change? Leadership, Bad Apples & Redemption at Work
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39:20Can difficult people truly change—or are some just born to wreck workplace culture? Dr. Brian Peters, expert in employee engagement, explores whether change is possible in even the most stubborn leaders. From Marine Corps lessons to CEO roundtables, this episode unpacks real-world stories, science-backed insights, and last-ditch strategies to turn …
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In this never before released recording from 2017, Fr. Andrew Stephen Damick interviews Abbot Seraphim (Schema-Archimandrite Panteleimon) and Hierodeacon Makary of Holy Cross Monastery (ROCOR) in Wayne, West Virginia, asking the question: How does the monastery engage the world?Fr. Andrew Stephen Damick による
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Brand Positioning - The Foundation of Marketing with Brian Gencher
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26:06In this episode of Storytelling for Engagement, host Miranda O’Connor speaks with Brian Gencher, a brand and marketing consultant and fractional CMO. Brian explains how storytelling humanizes a brand, builds emotional connections, and strengthens relationships with customers. The conversation dives into the critical role of brand positioning - why …
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Leidenschaft, Verantwortung und soziales Engagement In dieser Folge von Mit Menschen, dem Podcast von MISEREOR, treffen zwei Welten aufeinander – und ergänzen sich perfekt: Starkoch Johann Lafer, bekannt aus zahlreichen TV-Formaten, Kochbüchern und Restaurants, spricht mit Jan Malte Andresen und Regine Brandt, Fachreferentin für ländliche Entwicklu…
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Why Amazon One Medical Shows Us That All Business Is Personal
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4:23In this episode, Dr. Joseph Michelli explains how Amazon One Medical offers a blueprint for building loyalty and driving referrals through a profoundly human, tech-enabled approach to service. Drawing from insights in his new book All Business Is Personal, Joseph outlines how One Medical blends empathy with innovation, designing care experiences th…
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How a Can of SPAM Taught Me to Set Life-Changing Goals
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14:00Do you have written goals for your business, your team, and your life—or are you just winging it? If you’re chasing business success, developing high-performance teams, or enhancing leadership skills, this episode will change how you think about goal-setting. With real stories and data-driven insights, the host breaks down why written goals are the…
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Know Your Employees Like You Know Your Customers | Kaden Heaton
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12:46Kaden Heaton Meet Kaden Heaton, Founder of GraspingHR and an organizational leadership consultant on a mission to help employers win again—starting from the inside out. With a sharp focus on empowering management and HR teams, Kaden helps businesses repair and strengthen their internal relationships, creating thriving workplaces where people and pe…
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Designing for Moments That Matter: What Amazon One Medical Teaches Us About Human-Centered Design
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5:10In this episode, Dr. Joseph Michelli explores what all industries can learn from Amazon One Medical’s approach to designing human-centered experiences. He highlights lessons from his book about One Medical, All Business is Personal. In it, Joseph explores why Amazon purchased One Medical for 4 billion dollars and how Amazon One Medical intentionall…
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Creative Engagement Visual Artist Tamsin Haggis
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40:21Engage with us via Text Message! I remember artistic retreats where I met my guest Tamsin Haggis and I was in awe of her creative exploration, her different styles and as I learned more I was fascinated with her background. Recently Tamsin has begun writing her own Substack which you can find here: Art Pilgrim which I find fascinating. I’ve seen Ta…
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How the “Bike as a Business” Framework Helps You Attract More Customers Without Guesswork
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14:30Are you gaining new customers fast enough to achieve your big business goals? If not, you might be missing critical pieces of your leadership strategy. In this episode, discover how the front wheel of a bicycle holds the secret to building a successful business—from hiring great employees to developing high-performance teams. Using a powerful metap…
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When Things Go Wrong: Winning Customer Loyalty Through Service Recovery
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3:33In this episode, Dr. Joseph Michelli discusses the art of service recovery, drawing from his insights in "The New Gold Standard" and the exemplary practices of The Ritz-Carlton Hotel Company. He explains how effective recovery strategies can transform customer mishaps into opportunities for building loyalty and trust. Key tactics include swift ackn…
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Jo Sheppard - Powering the Future: the intersection of Agriculture, Energy & Community
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36:10The energy transition is reshaping regional Australia—but how do we ensure that agriculture and community are at the table, and truly benefiting from it? In this episode Wendy Agar sits down with Jo Sheppard, CEO of the Queensland Farmers’ Federation (QFF), to tackle the big questions at the intersection of agriculture, energy, engagement, and regi…
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How To Simplify Your Business By Mastering the 4 C’s of Leverage
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12:30Are you unintentionally sabotaging your business success by overcomplicating everything? If you’ve ever felt overwhelmed, anxious, or stuck in the daily grind, this episode is for you. Discover how strong leadership and a simple shift in focus can transform your business and your mindset. Your host breaks down the four “C’s” of Leverage—Content, Ca…
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Tax Day: A Day of Deadlines, Integrity, and Growth
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3:55In this episode, Dr. Joseph Michelli reflects on the significance of Tax Day, not only as a financial deadline but as a metaphor for managing life’s demands with diligence and integrity. He explores how approaching deadlines can serve as opportunities for personal and professional growth, emphasizing the importance of integrity, stress management, …
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Your Team HAS Value...but Does It ADD Value? | Leroy Roberts
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14:03Leroy Roberts Meet Leroy Roberts, Founder and Director, Team-Worth Solutions Ltd — a dynamic leadership and communications strategist who has been challenging traditional leadership models since the age of thirteen, when he first began working on his family’s farm in the Jamaican countryside. With nearly two decades of experience across Jamaica and…
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Engage with us via Text Message! My guest Writer Lisa Martens joins us all the way from Costa Rica! I want to thank Yolande Brener for introducing us. We discuss Lisa’s Novel: Like It Never Happened a humorous yet insightful exploration of generational trauma. Lisa has become an expert in family dynamics, drawing from some personal experiences whil…
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SEO Quick Wins for Associations with Romeo Talento
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47:25Our guest this episode of the award-winning Member Engagement Show is Romeo Talento, Customer Success Advisor at Higher Logic and a career expert in SEO strategies, who talks about some of the ways associations and non-profits are approaching and should approach those SEO strategies. Prior to his role at HL, Romeo managed membership and marketing f…
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How a Simple Psychology Hack Can Make Your Customers Love Your Business
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12:30Are you intentionally shaping your customers’ experiences for long-term business success? In today’s fast-paced world, strong leadership is the key to building a successful business. Join us as we dive into the game-changing “Peak-End Rule” and uncover how it can transform your customer interactions. Whether you're focused on hiring great employees…
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Mapping the Moments That Matter in Customer Journeys
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4:27In this episode, Dr. Joseph Michelli delves into the pivotal aspects of customer journey mapping, a key theme in his acclaimed books, including "The Starbucks Experience" and "The Zappos Experience." He discusses how intentionally focusing on high-value moments such as arrivals, peaks, pain points, transitions, and endings can significantly enhance…
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Engaging Young People in the Energy Shift: Stephanie Sabrinskas
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24:26Young people aren’t just the future—they’re a vital part of the now. So how do we ensure their voices are truly heard in the renewable energy transition? In this episode, Wendy Agar chats with Stephanie Sabrinskas—a passionate organiser, impact producer, and the creative mind behind Power Pops, a virtual reality youth engagement program with the Gi…
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Collaboration Killers: Why Teams Fail & How Leaders Can Fix It
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54:31What’s really killing collaboration in your workplace? In this episode, we uncover the hidden behaviors that derail teamwork — and the leadership habits that foster real engagement. Dr. Brian Peters shares practical strategies, tools, and the one question every leader should be asking: “How do you know that?”…
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The Shocking Truth About Job Titles—And How They’re Hurting Your Business
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12:30Are You Clearly Communicating Expectations to Your Team? Have you ever felt like your employees just don’t “get it”? Strong leadership is essential for business success, yet so many leaders struggle with ensuring their teams understand expectations. In this episode, we dive into a real-world leadership challenge that highlights the common disconnec…
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Meet Marc Braun Marc Braun is passionate about growth—both personal and organizational. He thrives in the discomfort of stretching as a leader, pushing businesses beyond their current capabilities, and witnessing the courageous transformation of others. As a coach to CEOs and senior executives, Marc helps leaders embrace fearless leadership and bui…
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The Power of Storytelling in Building Brand Loyalty
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3:06In this episode, Dr. Joseph Michelli explores the transformative power of storytelling in branding. He discusses how effective storytelling can forge solid emotional connections, transforming customers into brand advocates. Dr. Michelli provides insights into knowing your audience, humanizing your brand through genuine stories, and maintaining cons…
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Creative Engagement Architect, Painter, Songwriter Christel Knappe
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37:56Engage with us via Text Message! I had the privilege of being paired with my guest Christel Knappe on a songwriting retreat on the Greek Island of Crete last summer. Christel’s creativity is multifaceted. As we get to know how Christel’s creativity manifests in her life we remember together the process of writing our song called Let The River Decid…
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3 Proven Ways to Differentiate Your Business from Tough Competitors
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13:00What truly sets your business apart from the competition? In this episode, you'll discover how strong leadership and strategic thinking can unlock business growth. Learn why defining your unique value proposition is essential for hiring great employees, developing high-performance teams, and building a successful business. Discover three powerful i…
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Thanks Notebooklm.google for having the Intrinsic Design Manifesto as a guest on your show and making this episode possible on the non-Skinnerian podcast. Is your organization stuck in a cycle of offering perks and incentives that don't deliver lasting performance? This episode dives into the Intrinsic Design Manifesto, a powerful critique of tradi…
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Building a Culture of Innovation Through Empowerment
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3:18In this episode, Dr. Joseph Michelli delves into how leaders can cultivate a culture that nurtures innovation by empowering their teams. He outlines essential strategies such as fostering psychological safety, encouraging experimentation, and celebrating curiosity. Dr. Michelli emphasizes the importance of diversity in driving creative solutions an…
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Global Insights: International Lessons from the Energy Transition - Nils Hay
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43:30In this Lighthouse Series episode of the emPOWER podcast, Wendy Agar is joined by Nils Hay, Winston Churchill Fellow and regional development leader from Western Australia. Nils recently completed his international study tour, Regional Power Surge, exploring how large-scale renewable and low-carbon energy projects are impacting regional communities…
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Why Work Feels Miserable – And How to Fix It! | The Science of Employee Engagement
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1:00:12🚀 Work doesn’t have to be miserable! In this episode, we dive deep into the science of engagement with Dr. Brian Peters, a Marine Corps veteran, corporate leader, and Doctor of Organizational Industrial Psychology. 🎯 Topics Covered: ✅ Why so many workplaces feel uninspiring (and how to change that) ✅ The 3 pillars of engagement: Leadership, Communi…
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Sharing Financials With Employees: A Smart Move or a Huge Mistake?
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13:00Do you hesitate to share financial details with your employees? Could transparency actually make your business more profitable? Many business owners fear that sharing financials will confuse, overwhelm, or even scare their employees. But what if the opposite is true? What if keeping them in the dark is actually limiting your business growth? In thi…
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The Role of Emotional Intelligence in Exceptional Leadership
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3:21
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3:21In this episode, Dr. Joseph Michelli explores how leaders can harness emotional intelligence (EI) to enhance their effectiveness and influence. He emphasizes the importance of self-awareness, self-regulation, and empathy in building team trust and loyalty. By practicing clear and empathetic communication and adapting to change, leaders with high EI…
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Three Tips to Infuse Energy into Your Team | Marcelo Calbucci
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12:09Marcelo Calbucci Meet Marcelo Calbucci, a seasoned entrepreneur, technologist, and author with over 25 years of experience in the tech industry. Having held key leadership roles at Microsoft and Amazon, Marcelo has also founded and led multiple startups in Seattle and London, shaping the future of innovation and product strategy. As the author of T…
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How a 'New Owner Mindset' Can Help You Fix Your Business Fast
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12:30Thinking About Selling Your Business? Think Again! If you were to sell your business today, what would the new owner change immediately? Chances are, they’d make bold moves—ones you might be overlooking right now. In this episode, we dive into a game-changing mindset shift that can reignite your passion and transform your business. You’ll learn: Ho…
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The Long Game: Building Sustainable Customer Loyalty
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3:33
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3:33In this episode, Dr. Joseph Michelli discusses the importance of building customer loyalty for sustainable business success. He outlines effective strategies such as consistently delivering reliable service, engaging customers beyond transactions, and creating emotional connections through gestures like surprise and delight—a concept he explored in…
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