Summary:

I'm kicking off 2026 with a conversation with Rick DeLisi, a thought leader in customer service and AI. Rick co-authored "Digital Customer Service: Transforming Customer Experience for An On-Screen World and is a leading researcher on providing world class customer experiences.

If you have ever had to contact any company for a customer service issue - you know what it feels like to get poor customer service versus good customer service. The problem is that most if not all of those companies you've worked with will call themselves "customer centric". This conversation explores what it means to sell customer service through the lens of being human. We explore the evolving landscape of customer interactions, emphasizing the importance of human connection, the psychology behind customer loyalty, and the role of AI in creating effortless experiences. Rick shares insights from his research, highlighting the need for companies to understand their customers' emotions and the significance of reducing effort in service interactions. We also delve into the balance between efficiency and empathy, the future of customer service, and practical examples of how companies can enhance their customer experience. If you want to understand the pysychology of a customer at a deep level, this episode is for you!

Sound bites

"People don't mind being wowed."

"You don't need a person for that."

"It's about knowing which is which."

Key Moments:

00:00 Introduction to Human Connection in Sales

03:03 The Psychology of Customer Interactions

05:50 Understanding Customer Loyalty and Experience

09:13 Effortless Customer Service: The Key to Loyalty

11:54 The Role of AI in Customer Interactions

15:02 Seamless Transitions Between Digital and Human Support

18:00 The Importance of Context in Customer Service

20:56 Surprising Insights from Customer Research

25:17 Harnessing AI for Enhanced Customer Interactions

28:34 The Future of Customer Service: A 2026 Vision

30:52 Balancing Efficiency and Empathy in Customer Service

35:58 Real-Life Customer Experience: Lessons Learned

41:48 Understanding Customer Needs: The Key to Retention

Connect with Rick

1. LinkedIN

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Summary:

What can you learn about sales and connections from a guy on a mission to connect housands of people via cocktail parties?

Today I bring on Eric Melchor, a channel manager at Honeywell, and a Texan at heart living in Bucharest. Those two things may not go together but Eric followed his wife to Europe and he's connected hundreds of people over conversations at local cocktail parties.

We explore the significance of human connection in sales, the power of storytelling, and the importance of authenticity in building trust. Eric shares his unique approach to networking through cocktail parties, emphasizing the value of personal connections over traditional networking methods. The conversation highlights the role of icebreakers in fostering meaningful conversations and offers practical strategies for engaging with others, both online and in person. I'm a big believer in people buying into the human side of you and Eric gives you tools to do this yourself through the way he connects one time guests.

Key Moments:

00:00 Introduction to Human Connection in Sales

03:08 The Power of Storytelling in Sales

06:06 Personal Background and Influences

08:59 Creating Comfortable Environments for Connection

11:59 The Cocktail Party Concept

15:07 Unexpected Outcomes from Networking Events

18:01 Building Relationships Beyond Job Titles

21:02 Curating Connections for Events

23:47 Practical Tips for Strengthening Connections

27:09 Conclusion and Final Thoughts

Connect with Eric

• LinkedIN
• Heading to Bucharest? Reach out to Eric for a Cocktail Party

Connect with Us!

• LinkedIN:
• Website:

Summary:

Today we bring on Jen Mueller, a seasoned sports broadcaster and communication expert.

Jen Mueller is a business communication expert and the founder of Talk Sporty to Me, where she helps companies level up their communication skills with actionable strategies inspired by her 25-year career as a sports broadcaster.

An Emmy-award-winning producer, Jen is in her 16th season as the Seattle Seahawks sideline radio reporter and has spent 18 years with the Seattle Mariners on ROOT SPORTS. She’s known for building strong relationships, delivering meaningful content in short bursts, and expertly handling post-game interviews (while dodging Gatorade baths!).

She’s also the author of three books on communication and the creator and host of “I Cook, You Measure”—a YouTube cooking show that blends instruction with connection over food and wine.

Our conversations explores the nuances of human connection in sales and broadcasting, emphasizing the importance of empathy, consistency, and effective questioning. Jen shares her experiences interacting with professional athletes, particularly in challenging situations and losses. She tells stories of the significance of small gestures, like thank you notes, in building relationships. We talk about practical strategies for asking better questions and creating safe spaces for honest dialogue, ultimately showcasing how personal connections can enhance professional interactions.

Key Moments:

00:00 Introduction to Human Connection in Sales

02:47 The Art of Meeting Athletes Where They Are

06:01 Building Relationships Through Consistency

08:48 The Importance of Intentional Communication

12:08 Navigating Tough Conversations After Losses

14:51 Learning from Experience and Trial

17:56 Asking Better Questions in Interviews

21:00 Handling Difficult Post-Game Interviews

24:10 The Impact of Losses on Athletes and Reporters

28:01 Navigating Tough Conversations

30:21 The Importance of Clear Communication

32:00 Creating a Comfortable Interview Environment

34:07 Crafting Effective Questions

37:51 Understanding Client Needs

39:51 The Impact of Small Interactions

42:50 Memorable Moments in Sports Journalism

51:26 Personal Insights and Quirks

Connect with Jen!

• LinkedIN

Connect with Us!

• LinkedIN:
• Website:
• Youtube