Today, we welcome one of Poppy Barley's all-star founders, Kendall Barber, to the podcast!

A BCom grad from the University of Victoria, Kendall went on to study International Business at the Grenoble Ecole de Management in France before becoming the marketing director for several major Western Canadian companies. On the side, she started a much-loved Edmonton blog, City and Dale, where her "weekend to-do" round-ups and inspiration boards have become the source for the best in local eats, fashion, home décor and events. Other fun facts? She's mastered the art of baking cookies, and had the most unreal wedding in Italy last year.

In the land of made to measure boots and custom shoes, Kendall leads marketing + communications, business + web development, and HR + finance for Poppy Barley; she's the definition of a multi-tasker, fusing natural style and creativity with serious business smarts. And not only does she run her own company, she runs marathons, too.

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Russ Dantu lives in Calgary, Alberta, Canada. He is an expert on the subjects of trade shows, customer service and presentation skills. He brings with him over 30 years of management, sales, trade show and customer service experience, and well over 18 years worth of experience in the public speaking arena. In addition, he offers workshops and powerful keynotes to youth groups.

He is also the owner of Synergy Solutions Inc.. Russ strategically assists clients in setting themselves apart from their competition through the use of promotional products, staff apparel and corporate gifts. Why not take advantage of his complete conference package deal? Hire him as a speaker and receive great discounts on all your promotional needs for your conference – everything from bags to pens to speaker gifts!

Russ is happily married to his wife, Sonia and has two grown children, Christopher and Carissa. When he isn’t working, Russ enjoys attending Toastmasters, playing hockey, golf, camping, walking his Golden Retriever, Shylo, and travelling.

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Donnovan Simon is a customer success and process expert. He joins Shannon to talk about what has changed in customer success and what remains the same, customer experience in the age of social media, why creating processes that drive success yields benefits in the long run and what organizations can do to really set their frontline staff up for success.

Donnovan has been a passionate advocate for the customer in every organization he has worked for and has written two books on the topic: Social Media Equals Social Customer: Managing Customer Experience in the Age of Social Media and The Way You Make Me Feel: 20 Lessons in Customer Service. He has also written Employee Engagement: 5 Ways to Get Your Team Plugged in and Becoming the Best Manager You Can Be. 

Donnovan and Shannon talk about what has changed in the world of customer success and what has remained the same, and how any organization can simply define customer success in their context by focusing on the value they bring to their customers. They discuss the effect of social media on the relationship between organizations and their customers and the future of social media in the area of customer service. Donnovan outlines what businesses can do to ensure that their frontline workers are delivering the kind of experience to customers that they want to really represent their brand and why it all comes down to compensation, investment in people & culture and providing staff with the tools, throughput and data they need to be successful in their roles. 

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Rob Park, COO at Calgary-based Helcim, joins Shannon to talk about building a brand around outstanding customer experience. Helcim's lofty goal is to become the world's most loved payments company. As COO, Rob leads the company in their pursuit to redefine what small and medium businesses expect from their payments provider. Rob and Shannon discuss the importance of consistency and living up to your brand, building a team, mentoring juniors in the workplace and navigating the perils of social media when it comes to online brand reputation. They also talk about the challenges of keeping the feedback loop open as a company grows and

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Lisa Genovese is the founder and President of BottomLine, a market research and marketing strategy agency that works with companies of all sizes to re-discover their true value, reach new audiences, and evolve their messaging. In this episode, Shannon and Lisa talk about monitoring online reputation and the importance of proactively creating a crisis communications plan. They discuss social listening tools, strategies for dealing with negative online reviews and what to consider when it comes to soliciting online reviews from customers. Lisa shares her experience on how to make it easy for customers to provide testimonials and why you should never be shy about

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Brett Colvin is CEO of Goodlawyer, a legal-tech platform that connects Canadian entrepreneurs with specialized lawyers. He founded Goodlawyer in response to a contradiction he saw in the industry, where there is a perception that there are too many lawyers and yet 77% of legal needs are unmet. Goodlawyer differentiates itself by focussing on adding value instead of billable hours. Shannon and Brett talk about team engagement, nurturing leads through high-value education and content and building a "seriously fun" culture that engages the whole team in the corporate mission.

Discover more about Goodlawyer here.

Follow Goodlawyer on LinkedIn, Facebook, Instagram or Twitter

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Shauna Thome is the Executive Director at Crowfoot Village Family Practice in Calgary. Shauna talks to Shannon about CVFP's unique model and its commitment to designing care with patients instead of for patients. They discuss how funding models affect the design of patient care and why the PDSA (Plan-Do-Study-Act) methodology helps CVFP to adapt in a quickly changing world.

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Ildi Arlette of Results Continuum Inc. has spent over two decades working with spas, hotels, clinics and schools to help them to build processes and cultures that support service excellence. In this episode, Ildi and Shannon talk about bringing humanity back to service delivery and why Ildi says businesses should focus on the customers they already have rather than attracting new customers.

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