The Dwayne Kerrigan Podcast

In this episode, Dwayne delves deep into customer retention with guest Joey Coleman. Together, they explore Coleman's 'eight phases' of the customer journey, emphasizing the importance of intentional experiences from the assess phase to the advocate phase. They discuss real-world examples and the importance of small gestures in customer relationships. The conversation highlights the significance of affirming customer decisions, creating remarkable first interactions, and continually nurturing long-term clients to foster loyalty and advocacy. This episode is a compelling guide for any entrepreneur looking to enhance their customer experience and retention strategy.https://joeycoleman.com/The Speaker, Teacher, and AdvisorFor almost twenty years, Joey has helped organizations retain their best customers and employees - turning them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers’ experiences and employees' experiences. He is an award-winning speaker (yes – they do have speaking contests) at both national and international conferences – competing against New York Times bestselling authors, business leaders, and internet sensations/celebrities. He is the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again and the recently released Never Lose an Employee Again.Time Stamps:00:00 Introduction to The Dwayne Kerrigan Podcast01:42 The Eight Phases of the Customer Journey03:09 Addressing Buyer's Remorse04:05 Activating and Acclimating New Customers05:30 Achieving Customer Goals and Building Loyalty07:04 Revolutionizing Customer Experience13:56 The Power of Transparency and Reviews28:49 Valet Service and Customer Care29:19 The Power of Personal Touch in Restaurants30:53 Creating Remarkable First Impressions32:49 The Importance of Personalization36:20 Serving the Next Circle40:04 The Acclimate Phase: Holding the Customer's Hand44:18 The Adopt Phase: Rewarding Loyalty46:42 The Power of a Handwritten Note50:23 Closing Thoughts and Final AdviceKey Takeaways:Mattering in Business: Ensure customers feel that they matter to your business. This begins from the moment they start interacting with you and continues throughout their journey.Eight Phases of Customer Experience:Assess Phase: Potential customers evaluate whether to do business with you. Provide a clear preview of the customer experience.Admit Phase: The customer admits they have a need your business can fulfill. Celebrate their decision.Affirm Phase: Counter buyer's remorse by affirming the customer's choice and maintaining proactive communication.Activate Phase: Energize the relationship when delivering the product/service. Make the first interaction memorable.Acclimate Phase: Support customers as they get accustomed to your way of doing business, ensuring constant communication and guidance.Accomplish Phase: Celebrate customers achieving their goals with your product/service.Adopt Phase: Customers become loyal. Regularly acknowledge their continued support and celebrate anniversaries or milestones. Advocate Phase: Loyal customers become brand advocates, promoting your business positively.Customer Communication: Over-communicate rather than under-communicate. Ensure customers always know the next steps and status of their projects.Surprise and Delight: Add small, thoughtful touches that exceed customer expectations. For example, sending handwritten notes, including unexpected gifts or personalizing kickoff meetings.Feedback and Testimonials: Use reviews honestly, including negative ones, to set realistic expectations and connect better with prospects.Continuous Improvement: Regularly revisit and improve your customer experience strategies to keep enhancing their satisfaction.Employee Engagement: A focus on customer experience will also increase employee engagement and satisfaction, leading to a more dedicated and motivated team.Business Impact: Investing in customer experience can significantly increase customer retention, which in turn boosts profitability. By implementing these strategies, businesses can create remarkable experiences that turn customers into loyal advocates and drive long-term success.Connect with Dwayne KerriganLinked In: https://www.linkedin.com/in/dwayne-kerrigan-998113281/ Facebook: https://www.facebook.com/thedwaynekerriganpodcast/Instagram: https://www.instagram.com/dwaynekerriganpodcast/Website: www.dwaynekerrigan.comDisclaimer The views, information, or opinions expressed by guests during The Dwayne Kerrigan Podcast are solely those of the individuals involved and do not necessarily represent those of Dwayne Kerrigan and his affiliates. Dwayne Kerrigan or The Dwayne Kerrigan Podcast is not responsible for and does not verify the accuracy of any of the information contained in the podcast series. The primary purpose of this podcast is to educate and inform. Listeners are advised to consult with a qualified professional or specialist before making any decisions based on the content of this podcast.

In this episode, host Dwayne engages Joey Coleman, a distinguished business consultant and author, to delve into the dynamics of human behavior, evolving entrepreneurship, and effective leadership. They discuss the critical role of personal well-being for leaders, along with practical methods for enhancing customer and employee experiences. The episode sheds light on the ongoing transformations in the global workforce, urging businesses to embrace flexibility and sustainability. It emphasizes innovation and the necessity of informed self-education, particularly in AI, and criticizes the spread of misinformation. The conversation also explores sustainable work practices and the importance of setting clear expectations for fostering meaningful contributions over mere productivity.https://joeycoleman.com/The Speaker, Teacher, and AdvisorFor almost twenty years, Joey has helped organizations retain their best customers and employees - turning them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers’ experiences and employees' experiences. He is an award-winning speaker (yes – they do have speaking contests) at both national and international conferences – competing against New York Times bestselling authors, business leaders, and internet sensations/celebrities. He is the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again and the recently released Never Lose an Employee Again.Time Stamps:00:00 Introduction to The Dwayne Kerrigan Podcast00:49 Catching Up with Joey Coleman02:21 The Importance of Marrying Up04:51 Joey Coleman's Career Journey05:47 Transition from Law to Business11:23 Building a Customer Experience Brand18:59 The Entrepreneur's Journey25:52 The Value of Sleep and Health32:02 Outsourcing and Delegation40:28 The Changing Landscape of Work48:02 Global Demographic Shifts48:32 Africa's Untapped Potential49:23 Rethinking Business Strategies51:58 Defining Success Across Generations52:44 The Reality of Modern Living56:04 Leadership and Employee Engagement01:07:02 The Role of AI in the Future of Work01:22:22 Sustainable Work Practices01:31:18 Final Thoughts and ReflectionsKey Takeaways:Here are some key takeaways:Understanding Human Behaviour: The success of various roles and businesses often hinges on understanding human behavior—why people do things and how to influence their actions.Entrepreneurship and Adaptability: Transitioning from stable careers to entrepreneurship requires identifying translatable skills and being adaptable to new roles and industries.Importance of Sleep: Continuous work with minimal sleep is unsustainable and affects not only productivity but also health. Prioritizing sleep improves efficiency and cognitive function.Delegation and Outsourcing: Outsourcing tasks (like travel arrangements) frees up mental space and allows more focus on critical aspects of the business.Sustainability in Business: Business practices should consider sustainability not just in products but also in the well-being of employees, including reasonable working hours and mental health.Global and Demographic Changes: Businesses need to adapt to demographic shifts and the global marketplace, including leveraging technology and considering new markets like Africa.Training and Empowerment: Employees should be trained to be adaptable and given autonomy. Employers should set clear and realistic expectations and empower employees to succeed.Leadership Accountability:  Leaders need to model behavior they want to see in their employees, including work-life balance, clear communications, and showing genuine care for their team.Workplace Flexibility: Creating policies that allow employees flexibility in their work schedule can increase productivity and job satisfaction.Mindset and Personal Growth: Leaders should have personal growth plans parallel to their business growth plans, focusing on continual learning and self-improvement.Communication and Boundaries: When creating policies like restricted access to work emails outside of office hours, clear communication and boundary-setting are crucial.Practical Use of AI: Businesses should educate themselves on the practical applications of AI and how it can augment rather than replace human workers in the near term.Show versus Tell: Leaders need to both show and tell their commitment to supporting their employees' work-life balance and overall well-being.Context and Media Literacy: Understanding the full context of information, especially in today's media environment, is crucial for informed decision-making.Employee Retention: Retaining employees involves understanding their needs, setting clear expectations, providing growth opportunities, and fostering a supportive and respectful work environment. These takeaways provide a comprehensive overview of the essential points discussed, aimed at helping business leaders foster a successful and sustainable business environment.Connect with Dwayne KerriganLinked In: https://www.linkedin.com/in/dwayne-kerrigan-998113281/ Facebook: https://www.facebook.com/thedwaynekerriganpodcast/Instagram: https://www.instagram.com/dwaynekerriganpodcast/Website: www.dwaynekerrigan.comDisclaimer The views, information, or opinions expressed by guests during The Dwayne Kerrigan Podcast are solely those of the individuals involved and do not necessarily represent those of Dwayne Kerrigan and his affiliates. Dwayne Kerrigan or The Dwayne Kerrigan Podcast is not responsible for and does not verify the accuracy of any of the information contained in the podcast series. The primary purpose of this podcast is to educate and inform. Listeners are advised to consult with a qualified professional or specialist before making any decisions based on the content of this podcast.

In this continuation into the discussion of the 6 pillars of a spectacular life, Dwayne and Dr. Tim Reynolds delve into trust, relationship-building, and the significance of a personal mission. Through discussions on the vital role of trust in any relationship, the evolving dynamics of intimate connections, and parenting in the digital age, the conversation offers profound reflections and practical strategies. The conversation expands to address meaningful vs. superficial friendships, the importance of continuous personal growth, and the impact of spirituality on daily routines. A notable highlight is exploring the intersection of leadership and personal mission, emphasizing the need to overcome ego and be present. The episode concludes with the idea that improving oneself leads to better business outcomes, stressing balance and the importance of contributing to a fulfilled life.Time Stamps:00:00 Building Trust in Relationships00:32 Introduction01:04 The Importance of Genuine Friendships01:27 Parenting in the Digital Age05:28 Family Dynamics and Blended Families11:43 Discipline and Consequences18:46 The Round Pin Theory31:01 Sharpening the Sword: Mental and Spiritual Growth37:27 Exploring Diverse Learning Interests37:53 The Joy of Unexpected Knowledge38:42 Spirituality and Theology39:23 The Power of Biographies40:35 The Importance of Continuous Learning42:55 Balancing Expertise and Broad Knowledge45:08 Gratitude and Contribution47:40 The Practice of Gratitude55:05 Leadership and Mission01:06:10 The Essence of Personal Growth01:15:05 Conclusion and Final ThoughtsConnect with Dwayne KerriganLinked In: https://www.linkedin.com/in/dwayne-kerrigan-998113281/ Facebook: https://www.facebook.com/thedwaynekerriganpodcast/Instagram: https://www.instagram.com/dwaynekerriganpodcast/Website: www.dwaynekerrigan.comDisclaimer The views, information, or opinions expressed by guests during The Dwayne Kerrigan Podcast are solely those of the individuals involved and do not necessarily represent those of Dwayne Kerrigan and his affiliates. Dwayne Kerrigan or The Dwayne Kerrigan Podcast is not responsible for and does not verify the accuracy of any of the information contained in the podcast series. The primary purpose of this podcast is to educate and inform. Listeners are advised to consult with a qualified professional or specialist before making any decisions based on the content of this podcast.

Dr. Tim Reynolds and Dwayne discuss the pillars for a spectacular life including proactive health management, time freedom, wealth strategies, and effective daily habits. They explore the importance of self-care, time management, and achieving true wealth through a disciplined routine. Dr. Reynolds shares his journey from military service to building a successful business centered on living every minute.

Billy Beck discusses achieving self-mastery through positive identity, managing emotions, and empowering beliefs. Themes include emotions molded by fear or love, creating a compelling vision, and balancing personal growth with contributions to others. The conversation also covers biohacking, prioritizing life categories, and the importance of self-awareness and self-forgiveness.

Empowerment coach Billy Beck discusses personal growth, overcoming mental barriers, and maintaining consistent training. The conversation addresses the psychology of striving for goals, transforming identity, and achieving personal goals. Billy's mission is to make the world more awesome.

In this podcast, Dwayne Kerrigan and Angie Greenshields explore the multifaceted aspects of health and wellness, from diet and environment to stress and aging. Delving into critical discussions on recognizing stress, the impact of light and environment on health, and the importance of dietary choices, the conversation highlights the need for balancing hormones, understanding sleep's role, and debunking diet myths. Further exploration into individual metabolic rates, gut health, genetic predispositions, and the significance of dietary components reveal the limitations of universal diet approaches. The dialogue underscores the efficacy of personalized health strategies over one-size-fits-all solutions, empowering listeners to make informed wellness decisions.Time Stamps:00:00 Navigating Stress and Its Impact on Health00:11 Introduction to The Dwayne Kerrigan Podcast00:43 Harnessing Energy and Optimal Health with Angie Green Shields01:23 The Power of Light and Sleep on Health05:41 Exploring the Benefits of Grounding and Sunlight20:51 Navigating Menopause and Hormonal Balance32:58 Understanding Testosterone's Role in Health36:19 The Science and Benefits of Cold Plunging40:04 The Science of Cold Shock Proteins and Stress Management40:33 Moderation in Sauna and Cold Plunge Practices41:06 Impact of Stress on Women's Health42:21 The Importance of Rest and Digest for Overall Well-being42:31 Navigating Social Media Influences on Health Practices43:10 Alternative Stress Relief Methods: Beach and Meditation44:38 The Role of Structured Water in Cellular Health45:44 Understanding Dehydration Beyond Drinking Water48:02 The Significance of Diet and Environment on Health48:53 Personalized Health: Beyond One-Size-Fits-All Solutions58:29 Exploring the Benefits and Misconceptions of Dairy01:05:24 Optimizing Health with Individualized Approaches01:09:46 Closing Thoughts: The Complexity of Health OptimizationConnect with Dwayne KerriganLinked In: https://www.linkedin.com/in/dwayne-kerrigan-998113281/ Facebook: https://www.facebook.com/thedwaynekerriganpodcast/Instagram: https://www.instagram.com/dwaynekerriganpodcast/Website: www.dwaynekerrigan.comDisclaimer The views, information, or opinions expressed by guests during The Dwayne Kerrigan Podcast are solely those of the individuals involved and do not necessarily represent those of Dwayne Kerrigan and his affiliates. Dwayne Kerrigan or The Dwayne Kerrigan Podcast is not responsible for and does not verify the accuracy of any of the information contained in the podcast series. The primary purpose of this podcast is to educate and inform. Listeners are advised to consult with a qualified professional or specialist before making any decisions based on the content of this podcast.

In an intriguing segment, Dwayne Kerrigan collaborates with clinical nutritionist Angie Greenshields to delve into the intricacies of nutrition and individual health. Angie stresses the importance of moving away from simplistic labels of food as either good or bad, advocating for a more nuanced approach that takes into account personal health needs, metabolic responses, and genetic factors. This discussion highlights the significance of nutrigenomics, functional testing, and the advantages of preparing home-cooked, high-quality meals, offering a comprehensive examination of tailoring nutrition for optimal health. The conversation also addresses the challenges presented by the abundance of dietary advice, underscoring the importance of a well-rounded diet and urging listeners to consult with professionals before implementing changes to their eating habits. Time Stamps:00:00 Redefining Good vs. Bad Food: A Fresh Perspective00:15 Welcome to The Dwayne Kerrigan Podcast00:47 Meet Angie Greenshields: A Journey in Clinical Nutrition01:00 The Power of Nutrigenomics and Functional Testing02:20 A Personal Story of Transformation and Healing05:39 Unveiling the Truth About Biohacking and Social Media Trends11:09 A Deep Dive into Blood Analysis and Its Misinterpretations16:29 Optimizing Health Beyond Traditional Medical Advice17:59 Personalized Health: The Key to Unlocking Your Best Self24:51 Energy, Fasting, and Finding What Works for You32:05 Unlocking Metabolic Secrets for Weight Loss32:32 The Role of Metabolic Rate in Dieting33:32 Building a Sustainable Weight Management Plan34:07 Understanding the Impact of Stress and Dieting History38:02 Exploring the Benefits and Risks of Fasting40:15 The Truth About Sugar, Carbohydrates, and Nutrient Balance44:22 Navigating Food Choices and Dietary Strategies57:51 The Importance of Quality Protein and Organic Foods01:00:45 Concluding Thoughts on Food and HealthConnect with Dwayne KerriganLinked In: https://www.linkedin.com/in/dwayne-kerrigan-998113281/ Facebook: Facebook: https://www.facebook.com/thedwaynekerriganpodcast/Instagram: https://www.instagram.com/dwaynekerriganpodcast/Disclaimer The views, information, or opinions expressed by guests during The Dwayne Kerrigan Podcast are solely those of the individuals involved and do not necessarily represent those of Dwayne Kerrigan and his affiliates. Dwayne Kerrigan or The Dwayne Kerrigan Podcast is not responsible for and does not verify the accuracy of any of the information contained in the podcast series. The primary purpose of this podcast is to educate and inform. Listeners are advised to consult with a qualified professional or specialist before making any decisions based on the content of this podcast.

Part 2: In this episode, Dwayne and Victoria Theriault delve deeper into the DISC model, stressing the importance of acknowledging and embracing one's personality traits. She challenges the common misconception that success hinges on being 'high D' and instead explores the role of Emotional Intelligence (EQ) in business.Victoria expands on how EQ assessments can provide a more profound understanding of empathy, self-awareness, and other personal attributes crucial for effective communication. Drawing from real-life coaching examples, she illustrates the significance of personal growth, resilience, and cultivating strong leadership and team building skills through EQ coaching.The conversation concludes by highlighting the invaluable role of emotional intelligence in the future of work, particularly in light of the growing reliance on artificial intelligence. Victoria emphasizes the need for individuals and companies to prioritize EQ development to thrive in an ever-evolving business landscape.Time Stamps:00:00 The Power of Perseverance: An Introductory Reflection00:22 Welcome to The Dwayne Kerrigan Podcast00:57 Unveiling the Mysteries of Personality Profiles02:50 Understanding Low D: A Different Approach to Success03:44 The Depth of DISC: Beyond Surface-Level Profiles04:41 Embracing Emotional Intelligence (EQ) for Deeper Insights08:02 The Transformative Potential of EQ in Leadership and Growth08:34 Navigating the Complexities of Resilience and Motivation11:21 The EQ Assessment: A Tool for Personal and Professional Development15:00 Balancing Strengths and Weaknesses: The EQ Perspective17:41 The Critical Role of Self-Esteem and Empathy in Leadership19:08 Deep Dive into Team Dynamics and Coaching19:56 Unpacking Team Audits and Role Identification22:27 The Impact of DISC Profiles on Team Building23:17 Optimizing Team Performance Through DISC Insights26:01 Leadership and Self-Awareness: Keys to Effective Team Building31:56 The Essential Role of Emotional Intelligence in Business and Beyond36:17 Closing Thoughts and How to ConnectCheck out Part 1 of our Interview Here:Connect with VictoriaVictoria Theriault is the founder and owner of DISCover What Works. She’s a certified Team Facilitator, DISC and EQ Analyst and a Keynote Speaker.Victoria helps raise individual and team performance as well as notably improve client service. She’s a co-author of the book Pursuit 365, and the creator and host of the DISCovering You podcast which explores the role that personality plays in our interactions at work and beyond, and how it affects us as we navigate through life.To learn more about Victoria and her business offerings visit or email her at mailto:discoverwhatworks@gmail.comhttps://pod.link/1614071253https://discoverwhatworks.org/https://www.facebook.com/VictoriaDISChttps://www.instagram.com/discoverwhatworks/https://www.linkedin.com/in/discoverwhatworksConnect with Dwayne KerriganLinked In: https://www.linkedin.com/in/dwayne-kerrigan-998113281/ Facebook: https://www.facebook.com/thedwaynekerriganpodcast/Instagram: https://www.instagram.com/dwaynekerriganpodcast/Website: www.dwaynekerrigan.comDisclaimer The views, information, or opinions expressed by guests during The Dwayne Kerrigan Podcast are solely those of the individuals involved and do not necessarily represent those of Dwayne Kerrigan and his affiliates. Dwayne Kerrigan or The Dwayne Kerrigan Podcast is not responsible for and does not verify the accuracy of any of the information contained in the podcast series. The primary purpose of this podcast is to educate and inform. Listeners are advised to consult with a qualified professional or specialist before making any decisions based on the content of this podcast.

Part 1: In this first part of the episode, Dwayne sits down with Victoria Theriault, the founder of Discovering What Works and the 'Discovering You' podcast. Victoria discusses her personal journey of self-discovery that led her to a passion for DISC coaching, communication, and team-building. She shares her twenty-year evolution of finding happiness and success, underscoring the importance of following one's passions at any stage of life.The conversation explores the significance of DISC assessments in both personal and professional growth, providing insights into how individuals can improve communication and relationships by understanding different DISC profiles - Dominance, Influence, Steadiness, and Compliance. This episode serves as a guide for those navigating career changes, seeking a better understanding of DISC, and looking to enhance team dynamics and personal development. Stay tuned for the second part where Victoria delves deeper into the practical applications of DISC coaching and its impact on leadership and team-building.Time Stamps:00:00 Finding Your True Calling05:02 The Power of DISC: A Deep Dive into Behavioural Assessment07:22 Making the Leap: Transitioning from Employee to Entrepreneur15:51 The Introvert's Guide to Thriving in Business23:49 Mastering Team Dynamics with DISC32:36 Understanding Personality Styles in Communication34:00 The Power of Perception in Interpersonal Dynamics35:32 Applying DISC Insights in Sales and Team Building35:53 Forced Empathy: A Tool for Understanding and Connection38:42 Practical Tips for Effective Communication Across DISC Profiles44:58 Deep Dive into High S and C Personalities54:49 Leveraging DISC for Team Building and Personal Relationships59:54 Conclusion and Final ThoughtsConnect with Victoria!Victoria Theriault is the founder and owner of DISCover What Works. She’s a certified Team Facilitator, DISC and EQ Analyst and a Keynote Speaker.Victoria helps raise individual and team performance as well as notably improve client service. She’s a co-author of the book Pursuit 365, and the creator and host of the DISCovering You podcast which explores the role that personality plays in our interactions at work and beyond, and how it affects us as we navigate through life.To learn more about Victoria and her business offerings visit or email her at mailto:discoverwhatworks@gmail.comhttps://pod.link/1614071253https://discoverwhatworks.org/https://www.facebook.com/VictoriaDISChttps://www.instagram.com/discoverwhatworks/https://www.linkedin.com/in/discoverwhatworksConnect with Dwayne KerriganLinked In: https://www.linkedin.com/in/dwayne-kerrigan-998113281/ Facebook: https://www.facebook.com/thedwaynekerriganpodcast/Instagram: https://www.instagram.com/dwaynekerriganpodcast/Website: www.dwaynekerrigan.comDisclaimer The views, information, or opinions expressed by guests during The Dwayne Kerrigan Podcast are solely those of the individuals involved and do not necessarily represent those of Dwayne Kerrigan and his affiliates. Dwayne Kerrigan or The Dwayne Kerrigan Podcast is not responsible for and does not verify the accuracy of any of the information contained in the podcast series. The primary purpose of this podcast is to educate and inform. Listeners are advised to consult with a qualified professional or specialist before making any decisions based on the content of this podcast.