The Hidden Forces Behind Customer Loyalty with Jon Picoult & Charles Good | TGLP #275

In this episode of the Good Leadership Podcast, host Charles Good engages with customer experience strategist Jon Picoult to explore the principles of creating memorable customer experiences. They discuss the importance of customer impressions, the power of choice, customer advocacy, relevance, attention to detail, personalization, and the impact of pleasant surprises. The conversation also highlights effective recovery strategies when things go wrong, using IKEA as a practical example of successful customer experience implementation.CHAPTERS00:00 The Power of Perceived Control04:06 Advocating for Customers: The Southwest Airlines Example08:21 Creating Relevance in Customer Experience11:20 The Importance of Details in Customer Interactions13:47 Personalizing Customer Experiences16:59 The Impact of Pleasant Surprises20:35 Recovering with Style After Failures25:11 IKEA: A Case Study in Customer Experience Principles29:23 Final Thoughts: Making Customers Feel Special31:54 Key Insights and Takeaways

In this episode of the Good Leadership Podcast, host Charles Good interviews John Picoult, founder of Watermark Consulting and author of 'From Impressed to Obsessed.' They discuss the importance of customer experience and how businesses can create lasting impressions that go beyond mere satisfaction. Picoult shares insights on the importance of emotional connections, the risks of complacency, and practical principles for improving customer interactions. Through examples such as Amazon's frustration-free packaging and the psychology of customer perception, the conversation underscores the need for businesses to focus on creating memorable experiences that foster loyalty.CHAPTERS00:00 Introduction to Customer Experience04:38 The Importance of Impressions Over Satisfaction06:28 Amazon's Frustration-Free Packaging: Lessons Learned11:03 Understanding Roles in Customer Experience13:10 The Dangers of Complacency in Business14:30 Creating Peaks and Avoiding Valleys in Customer Experience18:38 The Power of Finishing Strong22:50 Making Customer Interactions Effortless27:38 The Paradox of Choice: Simplifying Decisions31:33 Stirring Emotions in Customer Experience32:55 Creating Peace of Mind Through Customer Experience35:17 Key Insights and Takeaways

In this episode of the Good Leadership Podcast, host Charles Good engages with Dr. Karla Van Havel, an executive and leadership coach, to explore the transformative power of coaching for leaders. They discuss the importance of coaching in navigating leadership challenges, the significance of time management, and the unique approaches coaches can bring to the table. Dr. Karla Van Havel shares success stories, insights on finding the right coach, and the evolving role of AI in coaching. The conversation emphasizes the need for leaders to be open to change and self-reflection as they seek to enhance their leadership journey.CHAPTERS00:00 Introduction to Executive Coaching01:54 The Journey to Coaching04:20 The Importance of a Safe Space05:01 Overcoming Time Management Challenges09:14 The Coaching Toolbox11:12 Finding the Right Fit in Coaching13:29 Are You Ready for a Coach?16:01 Human-Centered Coaching vs. AI Coaching18:13 Group Coaching Dynamics20:30 Courage in Coaching21:52 Key Insights and Takeaways

In this conversation, Dr. Paul Zak discusses the biological roots of happiness and human connection, emphasizing the importance of social relationships and emotional health. He explores how virtues and gratitude contribute to well-being, and how technology can aid in measuring and enhancing happiness. The discussion highlights the significance of vulnerability in leadership and the need for self-awareness in behavior change, ultimately advocating for a more connected and emotionally fit society.TAKEAWAYSUnderstanding the biological roots of happiness is crucial.Social connections significantly impact our well-being.Practicing virtues can lead to personal growth.Gratitude enhances our overall happiness.Technology can help measure and improve emotional health.Vulnerability is essential for effective leadership.Self-awareness is key to behavior change.Investing in relationships is vital for thriving.High-value moments are critical for happiness.Mentorship and service to others enrich our lives.Chapters00:00 Introduction to Happiness and Human Connection01:18 The Biological Roots of Happiness02:59 Defining Well-Being and Thriving04:21 The Motivation Behind Studying Happiness05:19 The Structure of the Book and Its Virtues07:55 Investing in Relationships for Happiness10:22 The Importance of Social Connections12:03 Leadership and Social Engagement13:22 The Role of the App in Measuring Happiness14:54 Exploring Virtues and Their Application17:18 Overlooked Virtues in Leadership20:02 The Importance of Patience and Self-Reflection20:20 Self-Awareness and Feedback for Lasting Change24:23 The Importance of Honest Feedback28:51 Building Relationships and Psychological Safety32:23 The Power of Gratitude38:51 Happiness Through High-Value Moments46:01 The Future of Neuroscience in Happiness47:19 Key Insights and Takeaways

In this episode, Charles Good engages in a deep conversation with Dr. Cynthia Nebel about the intersection of learning science and talent management. They explore the four phases of the talent life cycle: acquisition, onboarding, management, and exits. Dr. Nebel emphasizes the importance of applying learning science principles to enhance candidate experiences, improve onboarding processes, develop future leaders, and retain top talent. The discussion highlights strategies such as simplifying application processes, using concrete examples, fostering psychological safety, and maintaining alumni networks to ensure knowledge transfer and continuity within organizations.TAKEAWAYSLearning science can significantly enhance talent management practices.Simplifying application processes can improve candidate engagement.Concrete examples help candidates understand company culture better.Personalized communication during recruitment keeps candidates informed and engaged.Spaced repetition and retrieval practice improve onboarding retention.Autonomy in learning fosters employee engagement and satisfaction.Psychological safety is crucial for fostering a growth mindset.Storytelling enhances knowledge transfer and retention.Effective leadership development requires tailored approaches for novices and experts.Maintaining alumni networks can facilitate knowledge sharing and continuity.Chapters00:00 Introduction to Learning Science and Talent Management02:04 Talent Acquisition: Strategies for Success09:34 Optimizing Onboarding Processes14:39 Talent Management: Developing Future Leaders21:51 Enhancing Employee Engagement and Retention28:53 Navigating Talent Exits and Knowledge Transfer36:31 Key Insights and Takeaways

In this episode of The Good Leadership Podcast, Charles Good sits down with Kate Ostrovska, Talent Development Partner at JTI, to unpack one of the most transformative shifts happening in leadership development today.JTI introduced a universal definition of leadership—a bold change that does more than redefine expectations. It reshapes the culture, expands who gets to lead, and empowers every employee to see themselves as a leader, regardless of title, function, or geography.Kate shares how this approach is breaking the mold of traditional, role-based leadership and replacing it with a shared, inclusive, global standard that elevates people at every level. What You’ll LearnWhy the biggest game changer in JTI’s leadership development was a single universal definitionHow JTI makes leadership a quality—not a roleThe impact of giving every employee permission to embody leadershipHow a universal model aligns development across all functions and regionsThe cultural transformation that comes from treating everyone as a potential leaderWhy moving beyond traditional leadership hierarchies unlocks organizational performanceChapters00:00 Introduction 02:59 How has JTI's approach to leadership development evolved04:31 Strategies for maintaining a strong leadership pipeline05:41 JTI's adaptation to current leadership challenges08:06 The IMS partnership with JTI and its impact09:10 Exciting development initiatives at JTI12:19 Advice for talent professionals and closing

In this episode of the Good Leadership Podcast, Charles Good engages with Dr. John Dunlosky and Dr. Regan Gurung, two leading experts in learning science. They explore effective learning strategies, the impact of study practices, the role of music, and the myths surrounding brain training. The conversation emphasizes the importance of mindset, emotional factors, and practical takeaways for improving learning outcomes. Listeners are encouraged to adopt science-based strategies to enhance their learning routines and performance.Dr. John Dunlosky is a prominent Professor of Psychology and the Director of the Science of Learning Center in the Department of Psychological Sciences at Kent State University. He is a leading expert in cognitive science, human learning and memory, and effective study methods, focusing his research on metacognition and self-regulated learning across the lifespan.Dr. Dunlosky is recognized for his work on evidence-based learning strategies. A significant contribution is his 2013 review on learning techniques, which highlights the effectiveness of methods like practice testing and distributed practice. He is the co-author of the textbook Metacognition and has also written books for a general audience, such as Study Like a Champ and Teach Like a Champ.https://www.amazon.com/Study-Like-Champ-Psychology-Based-LifeTools/dp/1433840170Dr. Regan A. R. Gurung is a Professor of Psychology at Oregon State University and author specializing in social, health, and pedagogical psychology. He is a prominent figure in the field of teaching and learning in psychology. Dr. Gurung's research interests include social, health, and pedagogical psychology, and applying cognitive science to enhance student learning. He has authored or co-authored/co-edited 15 books and over 130 articles and chapters. His recent books include Study Like a Champ, Thriving in Academia, and Teach Like a Champ.https://regangurung.com/books/https://regangurung.wixsite.com/pip2022TAKEAWAYSEffective learning strategies go beyond traditional teaching methods.Study practices should be varied to enhance memory retention.Music can aid focus for some learners, especially those with ADHD.Brain training apps often do not deliver on their promises.Mnemonics can be useful but require significant effort to master.Mindset and emotional health play critical roles in learning.Self-efficacy and support systems are essential for effective learning.Planning and goal-setting are crucial for successful learning.Highlighting and rereading can be effective when paired with stronger strategies.The future of learning science will focus on the human element in education.CHAPTERS00:00 The Power of Priming in Learning02:39 The Role of Study Environment and Techniques07:05 Highlighting and Rereading: Effective or Not?10:24 The Use of Mnemonics in Learning16:11 Mindset and Emotional Factors in Learning20:52 Future Directions in Learning Science26:41 Key Insights and Takeaways

In this episode, we explore the science of learning with leading experts Dr. John Dunlosky and Dr. Regan Gurung. They discuss common misconceptions in adult learning, the importance of self-regulated learning, and effective strategies for retention and application of knowledge. The conversation highlights the role of knowledge in the age of AI, the significance of interleaving and spaced practice, and the concept of priming in enhancing learning outcomes.Dr. John Dunlosky is a prominent Professor of Psychology and the Director of the Science of Learning Center in the Department of Psychological Sciences at Kent State University. He is a leading expert in cognitive science, human learning and memory, and effective study methods, focusing his research on metacognition and self-regulated learning across the lifespan.Dr. Dunlosky is recognized for his work on evidence-based learning strategies. A significant contribution is his 2013 review on learning techniques, which highlights the effectiveness of methods like practice testing and distributed practice. He is the co-author of the textbook Metacognition and has also written books for a general audience, such as Study Like a Champ and Teach Like a Champ.https://www.amazon.com/Study-Like-Champ-Psychology-Based-LifeTools/dp/1433840170Dr. Regan A. R. Gurung is a Professor of Psychology at Oregon State University and author specializing in social, health, and pedagogical psychology. He is a prominent figure in the field of teaching and learning in psychology.Dr. Gurung's research interests include social, health, and pedagogical psychology, and applying cognitive science to enhance student learning. He has authored or co-authored/co-edited 15 books and over 130 articles and chapters. His recent books include Study Like a Champ, Thriving in Academia, and Teach Like a Champ.https://regangurung.com/books/https://regangurung.wixsite.com/pip2022TAKEAWAYSLearning outcomes depend on what people do between sessions.Effective study strategies are critical for adult learners.Misconceptions about learning can hinder progress.Self-regulated learning enhances retention and application.Knowledge is essential, even with AI tools available.Interleaving and spaced practice improve learning outcomes.Priming can enhance memory retrieval during learning.Training should focus on transfer of knowledge to real-world applications.Learning is a process that requires effort and attention.Understanding individual differences can improve learning effectiveness.Chapters00:00 The Myths of Adult Learning00:17 Understanding Learning Science03:09 Misconceptions in Adult Learning05:57 The Importance of Self-Regulated Learning08:21 The Curse of Knowledge10:40The Role of Knowledge in the Age of AI13:09 Effective Retention Strategies16:01 Application and Transfer of Knowledge18:25 The Role of Trainers in Learning20:46 Designing for Transfer23:10 Interleaving and Spacing in Learning35:39 The Power of Priming in Learning

What if one question could unlock hidden talent, prevent regrettable exits, and personalize careers today?This episode of The Good Leadership Podcast is the second part of my conversation with Dr. Beverly Kaye and Dr. Dave Ulrich where we dig into the conversations that actually keep great people: learning from mistakes (and wins), stay interviews, career LEVER moves (Lateral, Explore, Vertical, Enrichment, Realignment, Relocation), and how to personalize careers in an AI era. Plus: why AI × HI (human ingenuity) is the real advantage, how to do elegant exits, and practical ways to build resilience.About the guestsDr. Beverly Kaye — Pioneer in career development and employee engagement; bestselling author of Love ’Em or Lose ’Em and Help Them Grow or Watch Them Go.Dr. Dave Ulrich — Often called “The Father of Modern HR,” global authority on leadership, culture, and human capability; author of 30+ books.Chapters00:00 Navigating Employee Departures09:56 The Evolving Role of HR17:07 Leveraging AI in HR22:18 Skills for Future Leaders27:52 Final Advice for Future Leaders31:17 Key Insights and Takeaways

Why do people really stay—or leave—their jobs?It’s not about perks, pay, or titles. It’s about growth, relationships, and culture.In this episode of The Good Leadership Podcast, Charles Good sits down with Dr. Beverly Kaye and Dr. Dave Ulrich, two of the most influential voices in leadership and HR who share timeless insights on what makes employees stay engaged, loyal, and inspired and how organizations can turn those insights into lasting value.In this episode:The three reasons people stay—and what drives them awayWhy managers should “ask more and assume less”How career conversations become culture-shaping momentsWhy HR must shift from administration to value creationHow aligning purpose and values builds performance and belongingWhy curiosity—not control—is the ultimate engagement strategy✨ Key Idea:When employees can grow, belong, and live their values, retention becomes effortless—and culture becomes your greatest competitive advantage.🎙️ About the Guests:Dr. Beverly Kaye is a pioneer in career development and employee engagement, and author of the bestsellers Love ’Em or Lose ’Em and Help Them Grow or Watch Them Go. Her work has helped countless organizations keep and grow their best people.Dr. Dave Ulrich, often called “The Father of Modern HR,” is a global authority on leadership, culture, and human capability. His 30+ books and consulting work have reshaped how organizations connect people, purpose, and performance.Chapters00:00 Introduction to Leadership Legends02:55 Strategies for Engaging Top Talent06:53 Aligning Purpose with Performance09:58 Building a Strong Organizational Culture13:55 Career Conversations and Growth17:40 Navigating Employee Departures27:20 Key Insights and Takeaways