Description

Bruce Herscovici is an accomplished growth marketer, sales leader, and corporate strategist who excels at building, inspiring, and transforming teams to drive change across organizational, customer, and partner channels. He has a career-long record of success in identifying, evaluating, and executing cutting-edge strategies to sustainably grow sales, turn around businesses, win market share, and reduce costs and inefficiencies, ultimately enhancing margin and profitability. A creative and empathetic leader, Bruce is recognized for his approachable, pragmatic, and motivational approach, which engages teams and drives results.

In this episode, Wendi and Bruce discuss:

• Importance of consistency and outperforming competitors by staying true to brand values
• Issues arising from automation overshadowing customer-centric approaches
• Need for effective training and resources to enable employees to deliver on the brand promise
• The role of culture in ensuring a positive customer experience and continuous improvement
• Prioritizing customer experience through leadership that aligns with brand values and employee engagement

Key Takeaways:

• It underscores how consistent leadership that fosters team ownership through collaboration is vital in driving long-term business transformations.
• The increasing disconnect between brand promises and actual customer experiences highlights how companies often fail to deliver on their commitments.
• By focusing on efficiency over customer-centricity, many brands are unintentionally damaging their customer relations, with automation sometimes exacerbating the issue.
• The conversation sheds light on the need for businesses to invest in proper training and resources, ensuring employees are equipped to uphold the brand's values in every customer interaction.
• A misalignment between company culture and customer experience can lead to widespread dissatisfaction, underscoring the importance of continuous improvement and employee engagement.

“It's all about living up to the expectation you set as an organization. To me, it's about bringing to life that brand experience. Whatever your brand promise is, that is the customer experience you're trying to deliver against.” 

- Bruce Herscovici

Connect with Bruce Herscovici:

Website: https://www.mileendretailgroup.com/ 

LinkedIn: https://www.linkedin.com/in/bherscovici/ 

Email: bruce.herscovici@mileendretailgroup.com 

Connect with Wendi Swanson:

Website: etymongroup.com

LinkedIn: www.linkedin.com/in/wendiswanson

Facebook: https://www.facebook.com/profile.php?id=61557265653368 

Email: wswanson@etymongroup.com

Resources: 

4 Elements of Execution: https://docs.google.com/drawings/d/16M800vA3v21ZZj0ArDC_s1BsL9L0bViUBy3-YCcNBqc/edit 

Show notes by Podcastologist: Angelo Paul Tagama

Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it.