The Chris Voss Show

Customer Experience Expert Lynn Daniel Shares Insights on Entrepreneurism and Respect Thedanielgroup.com ### About the Guest(s): Lynn Daniel is the CEO of The Daniel Group, a company he founded in 1989. With a background in management, consulting, corporate planning, and product management, Lynn has led The Daniel Group to specialize in helping B2B companies measure, manage, and improve customer experience since 2005. His firm works with clients such as AGCO, Navistar, Kuma, and 80% of Caterpillar dealers to enhance profitable and loyal customer relationships. Lynn holds a BA in Political Science from North Carolina State University and an MBA from the University of Virginia. ### Episode Summary: In this engaging episode of The Chris Voss Show, Lynn Daniel, CEO of The Daniel Group, shares insights on how his company focuses on customer experience consulting for B2B companies. He discusses the importance of customer service, the power of referrals, and the impact of emotional satisfaction on customer relationships. Lynn emphasizes the significance of leadership's role in shaping a company's commitment to customer experience and highlights the correlation between employee experience and customer experience for business success. ### Key Takeaways: * The Daniel Group specializes in measuring, managing, and improving customer experience for B2B companies. * Customer satisfaction directly influences referrals, with highly satisfied customers being more likely to refer a company. * Emotional satisfaction plays a crucial role in customer relationships, surpassing rational satisfaction in impact. * Leadership commitment is essential in prioritizing customer experience within a company's strategic goals. * There is a strong connection between employee experience and customer experience, highlighting the need for a positive work environment. ### Notable Quotes: * "One of the things we have learned is emotional satisfaction. How you feel about something is far more powerful by far than any kind of rational satisfaction." * "There's such a strong connection between employee experience and customer experience. Ultimately, that's gonna backfire on you." Don't miss out on the insightful discussion with Lynn Daniel on The Chris Voss Show as he delves into the world of customer experience, leadership, and employee engagement. Tune in to gain valuable insights and stay informed on the latest trends in customer service and business strategy.

11 Jul 202434min

Shocks, Crises, and False Alarms: How to Assess True Macroeconomic Risk by Philipp Carlsson-Szlezak, Paul Swartz https://amzn.to/3zruzcg An essential new guide to navigating macroeconomic risk. The shocks and crises of recent years - pandemic, recession, inflation, war - have forced executives and investors to recognize that the macroeconomy is now a risk to be actively managed. Yet unreliable forecasting, pervasive doomsaying, and whipsawing data severely hamper the task of decoding the landscape. Are disruptions transient and ephemeral—or permanent and structural? False alarms are costly traps, but so are true structural changes that go undetected. How can leaders avoid these macro traps to make better tactical and strategic decisions? In this perspective-shifting book, BCG Chief Economist Philipp Carlsson-Szlezak and Senior Economist Paul Swartz provide a fresh and accessible way to assess macroeconomic risk, and a corrective to prevailing thinking and practice. Casting doubt on conventional model-based thinking, they demonstrate a more powerful approach to building sound macroeconomic judgment. Using incisive analysis built upon frameworks, historical context, and structural narratives - what they call "economic eclecticism" - the book empowers readers with the durable skills to assess continuously evolving risks in the real economy, financial system, and the geopolitical arena. Moreover, the authors' richer and more nuanced approach reveals that the all too common narratives of economic collapse and decline are often false alarms, while the fundamental strengths of our current "era of tightness" become visible. With rational optimism rather than gloom, Shocks, Crises, and False Alarms speaks to the key financial and macroeconomic controversies that define our times - and provides a compass for navigating the macroeconomy. Rather than relying on blinking dashboards or flashy headlines, leaders can and should judge macroeconomic risks for themselves.About the author Philipp Carlsson-Szlezak is BCG's Global Chief Economist and a Managing Director & Partner in the firm's New York office. He is a regular contributor to Harvard Business Review, World Economic Forum Agenda, and other business publications. You can read Philipp’s latest thinking in his Fortune column. Philipp was previously Chief Economist at Sanford C. Bernstein where he covered the economy and markets for institutional investors across the global asset management industry. Earlier in his career, he worked for the OECD and McKinsey & Company . Philipp studied at LSE and has a Ph.D from Oxford University.

7 Jul 202423min

A Wedding in Lake Como (Meet Me in Italy) by Jennifer Probst https://amzn.to/3WbvJl8 A destination wedding in Italy’s Lake Como brings three best friends back together to face the secrets of the past in this romantic novel from New York Times bestselling author Jennifer Probst. Best friends Ava, Madison, and Chelsea made a pact to reunite for each other’s weddings when their careers sent them in different directions. But after one of them makes a choice that tears the group apart, an upcoming wedding might be their last chance to heal old wounds. Ava is about to marry the man she loves in a lavish ceremony on the shores of Lake Como, but she’s haunted by the mistakes she’s made. Madison’s made a name for herself as an influencer in the fashion world but is threatened by a scandal impacting everything she holds dear. And Chelsea has the perfect family she always craved, but her professional dreams have fallen by the wayside. As they return to Italy’s gorgeous coast, the three women revisit their life-changing first trip to Lake Como during college. When Madison comes face-to-face with the college sweetheart who was at the heart of one of the most pivotal times of her life, can they forge a new way forward?

7 Jul 202432min

Purpose: What Evolution and Human Nature Imply about the Meaning of Our Existence by Samuel T. Wilkinson https://amzn.to/3WaeLU5 A Next Big Idea Club Must-Read By using principles from a variety of scientific disciplines, Yale Professor Samuel Wilkinson provides a framework for human evolution that reveals an overarching purpose to our existence. Generations have been taught that evolution implies there is no overarching purpose to our existence, that life has no fundamental meaning. We are merely the accumulation of tens of thousands of intricate molecular accidents. Some scientists take this logic one step further, suggesting that evolution is intrinsically atheistic and goes against the concept of God. But is this true? By integrating emerging principles from a variety of scientific disciplines—ranging from evolutionary biology to psychology—Yale Professor Samuel Wilkinson provides a framework of evolution that implies not only that there is an overarching purpose to our existence, but what this purpose is. With respect to our evolution, nature seems to have endowed us with competing dispositions, what Wilkinson calls the dual potential of human nature. We are pulled in different directions: selfishness and altruism, aggression and cooperation, lust and love. When we couple this with the observation that we possess a measure of free will, all this strongly implies there is a universal purpose to our existence. This purpose, at least one of them, is to choose between the good and evil impulses that nature has created within us. Our life is a test. This is a truth, as old as history it seems, that has been espoused by so many of the world’s religions. From a certain framework, these aspects of human nature—including how evolution shaped us—are evidence for the existence of a God, not against it. Closely related to this is meaning. What is the meaning of life? Based on the scientific data, it would seem that one such meaning is to develop deep and abiding relationships. At least that is what most people report are the most meaningful aspects of their lives. This is a function of our evolution. It is how we were created.About the author Samuel T. Wilkinson is Associate Professor of Psychiatry at the Yale School of Medicine, where he also serves as Associate Director of the Yale Depression Research Program. Dr. Wilkinson received his B.S. in mechanical engineering from Brigham Young University and later his medical degree from Johns Hopkins School of Medicine. He completed his residency at Yale, where he joined the faculty following his post-graduate medical training. His primary research has focused on depression and suicide prevention and has been funded by the National Institute of Mental Health, the National Institute of Drug Abuse, the Brain and Behavior Research Foundation, and the American Foundation for Suicide Prevention. His research and articles have been featured in the New York Times, the Washington Post, and the Wall Street Journal. He has been the recipient of many awards, including Top Advancements & Breakthroughs from the Brain and Behavior Research Foundation (2017 and 2020), Top Ten Psychiatry Papers by the New England Journal of Medicine Journal Watch, the Early Career Scholar Award from the American Psychiatric Association, and the rank of Eagle Scout.

5 Jul 202445min

The Wolves and the Greyhounds: A Novel of the Great War by Robert Schreiner https://amzn.to/3LcWZcA A rogue German fleet has somehow disappeared. The Royal Navy must find them—before the unthinkable happens. At the outbreak of the First World War, the fearsome German East Asia Squadron eluded a Royal Navy task force, steamed into the vastness of the Pacific—and vanished. The possibility that the elusive German fleet might suddenly appear on any horizon paralyzed the British Empire and set in motion a frantic search for the enemy warships. The fates of two naval commanders—one British, one German—are inexorably drawn together as the world plunges into war. John Luce, a veteran Royal Navy captain, must face the greatest challenge of his career as he leads a ragtag squadron of obsolete British warships into unfamiliar waters in search of the rogue enemy fleet. His darkest fears are realized, and the hunters may now become the hunted. Captain Julius Maerker of the Kaiserliche Marine has assumed his new command with the East Asia Squadron. As war is declared, he finds himself serving in the shadow of a mercurial and fiery admiral, whose ambition will take the German fleet on an extraordinary odyssey and risk the lives of thousands of his men. In this epic wartime adventure, bold gambles and tragic miscalculations pull these two captains, their ships, and their rival empires into a desperate clash—culminating in the most decisive naval battles of the war. The Wolves and the Greyhounds brilliantly dramatizes a largely forgotten chapter of WWI that will captivate fans of historical fiction and military thrillers. About the author ROBERT SCHREINER is a former CIA Intelligence Officer. After leaving government service, he embarked on a subsequent career as a consultant and executive in the global private security industry. He is an avid amateur military historian who has traveled the world, routinely sneaking in side-trips to visit ancient fortifications and battlefields. He lives in the Blue Ridge Mountains of Tennessee with his wife, two spoiled cocker spaniels, and an amusingly musical cockatiel.

4 Jul 202430min

Purposeful Health: An Intentional Guide To Personalized Wellness by Katie Molumby https://amzn.to/3xHcztY In this compelling exploration of the modern health landscape, delve into the harsh realities and gaps in our overall wellness. Purposeful Health takes you on a riveting journey through the disconnect from our bodies, the profit-driven healthcare pitfalls, and the alarming rise of prescribed medications. Discover how shifting mindsets, despite limited time with healthcare providers, can be your catalyst for change. It's time to empower yourself with daily choices that have profound impacts on your well-being. Meet Katie, a certified health and mindset coach driven by a profound mission: guiding others to discover their purpose and integrate it into their wellness journey. With a background in social services, Sociology, and Psychology, Katie's path culminated in her dream role of health coaching. Her journey, enriched by hundreds of clients, humbles and empowers her. Trained by the Institute of Integrated Nutrition (IIN), Katie adeptly blends holistic practices into her coaching, fostering transformative lifestyle shifts. Passionate about nurturing purpose, balance, and joy, Katie dedicates herself to empowering individuals to embrace their healthiest, happiest selves—an endeavor she finds deeply fulfilling. About the author Meet Katie, a certified health and mindset coach driven by a profound mission: guiding others to discover their purpose and integrate it into their wellness journey. With a background in social services, Sociology, and Psychology, Katie's path culminated in her dream role of health coaching. Her journey, enriched by hundreds of clients, humbles and empowers her. Trained by the Institute of Integrated Nutrition (IIN), Katie adeptly blends holistic practices into her coaching, fostering transformative lifestyle shifts. Passionate about nurturing purpose, balance, and joy, Katie dedicates herself to empowering individuals to embrace their healthiest, happiest selves—an endeavor she finds deeply fulfilling.

2 Jul 202428min

LIFE MASTERY – Life by Design by Mark W. Collins https://amzn.to/4cK5esi Courses.freedom-for-life.net Life Mastery, life by design, is a book that focuses on the readers created value, their unique Identity and their ability to shape their life into the uncompromisingly awesome experience they were created for. Through the conversations laid out in each chapter, they will not only learn tools to upgrade their lives but will also find powerful insights to demolish the false beliefs and lies that are standing in the way. Life mastery is a labor of love born from Mark’s own experience in striving for the life he was created for and from mentoring hundreds of others to do the same. If you want the life you dreamed you could have and want battle-tested tools to overcome what is standing in the way, then Life Mastery—Life by Design—is for you.

1 Jul 202435min

How the World Ran Out of Everything: Inside the Global Supply Chain by Peter S. Goodman https://amzn.to/3VFzJca By the New York Times’s Global Economics Correspondent, an extraordinary journey to understand the worldwide supply chain—exposing both the fascinating pathways of manufacturing and transportation that bring products to your doorstep, and the ruthless business logic that has left local communities at the mercy of a complex and fragile network for their basic necessities. "A tale that will change how you look at the world." —Mark Leibovich One of Foreign Policy's "Most Anticipated Books of 2024" How does the wealthiest country on earth run out of protective gear in the middle of a public health catastrophe? How do its parents find themselves unable to locate crucially needed infant formula? How do its largest companies spend billions of dollars making cars that no one can drive for a lack of chips? The last few years have radically highlighted the intricacy and fragility of the global supply chain. Enormous ships were stuck at sea, warehouses overflowed, and delivery trucks stalled. The result was a scarcity of everything from breakfast cereal to medical devices, from frivolous goods to lifesaving necessities. And while the scale of the pandemic shock was unprecedented, it underscored the troubling reality that the system was fundamentally at risk of descending into chaos all along. And it still is. Sabotaged by financial interests, loss of transparency in markets, and worsening working conditions for the people tasked with keeping the gears turning, our global supply chain has become perpetually on the brink of collapse. In How the World Ran Out of Everything, award-winning journalist Peter S. Goodman reveals the fascinating innerworkings of our supply chain and the factors that have led to its constant, dangerous vulnerability. His reporting takes readers deep into the elaborate system, showcasing the triumphs and struggles of the human players who operate it—from factories in Asia and an almond grower in Northern California, to a group of striking railroad workers in Texas, to a truck driver who Goodman accompanies across hundreds of miles of the Great Plains. Through their stories, Goodman weaves a powerful argument for reforming a supply chain to become truly reliable and resilient, demanding a radical redrawing of the bargain between labor and shareholders, and deeper attention paid to how we get the things we need. From one of the most respected economic journalists working today, How the World Ran Out of Everything is a fiercely smart, deeply informative look at how our supply chain operates, and why its reform is crucial—not only to avoid dysfunction in our day to day lives, but to protect the fate of our global fortunes. About the author Peter S. Goodman is the global economic correspondent for The New York Times, based in New York. Over the course of three decades in journalism, Goodman has covered some of the most momentous economic transformations and upheavals – the global financial crisis of 2008 and the Great Recession, as the Times' national economic correspondent; the emergence of China into a global superpower as the Shanghai bureau chief for The Washington Post; the advent of the Web followed by the dot-com crash as a technology reporter for the Post, based in Washington. During a five year stint in London for the Times, he wrote about Brexit, the rise of right-wing populism in Europe, the crises in Turkey in Argentina, the endurance of economic apartheid in South Africa, the struggles of migrant workers in the Persian Gulf, the tragic failure of land reform in the Philippines, and the catastrophe of the coronavirus pandemic. Goodman has reported from more than 40 countries, including stints in conflict zones such as Iraq, Cambodia, Sudan and East Timor. ​ He has been recognized with some of journalism’s top honors, including two Gerald Loeb awards,

30 Jun 202436min