Simon Robinson is one of the pioneers of customer experience, having co-authored the world’s first article on customer experience strategy in 1995. In the 1990s, he served as the business development manager responsible for smartphones at British Telecom (BT Cellnet/O2) and was a co-founder of Genie Internet, one of the UK’s first startup unicorns developed inside BT Group. 

He is the Worldwide CEO of Holonomics, an international keynote speaker, and a bestselling author, including Designing Customer Experiences with Soul: How to Build Products, Services, and Brands that People Genuinely Love (2024).

In today’s episode of Smashing the Plateau, you will learn how to redefine customer experience by integrating the concept of ‘soul’ into customer interactions.

Simon and I discuss:

• The definition of customer experience and its key components [00:02:09]
• Common misconceptions organizations have about customer experience [00:03:23]
• The importance of understanding customer experience history [00:05:00]
• How to align departments for improved customer experience [00:06:56]
• The evolution of customer experience from human-computer interaction [00:08:02]
• The impact of AI and digital interactions on customer experience [00:10:52]
• The shift towards a more humanized approach to business [00:11:56]
• The role of community in building effective customer experiences [00:24:04]

Learn more about Simon at:

Medium: https://medium.com/@srerobinson

Amazon: https://a.co/d/0jeQgFO

Instagram: https://www.instagram.com/srerobinson1/

Thank you to our sponsor:

The Smashing the Plateau Community  

Subscribe now for exclusive insights featuring curated, brief strategy tips– unlocking your path to success is just one click away!

Renee Frojo has spent over 20 years helping businesses tell impactful stories. As the founder of A Good Reputation, Renee combines her journalism background with her passion for entrepreneurship to help purpose-driven startups, founders, fractional leaders, and freelancers uncover and share the stories that resonate most. 

Renee’s relatable stories have earned her nearly 10,000 followers on LinkedIn. Through her signature approaches—Your Story is Your Strategy, which demonstrates how to build trust through personal storytelling, and Build it Publicly, a framework for overcoming the fear of vulnerability—Renee equips her clients to connect with the right audience, inspire action, and amplify their success.

In today’s episode of Smashing the Plateau, you will learn how to harness the power of storytelling to build trust and connect authentically with your audience.

Renee and I discuss:

• Renee’s lifelong passion for entrepreneurship [01:50]
• Her journey from journalism to entrepreneurship [03:06]
• The evolving landscape of personal branding [06:12]
• Challenges faced by professionals in the digital age [07:43]
• The importance of storytelling in marketing [10:12]
• Building authentic connections through personal storytelling [12:59]
• The role of community in business success [19:28]

Learn more about Renee at https://www.instagram.com/reneelynnfrojo/ and https://x.com/frojofeed.

Thank you to our sponsor:

The Smashing the Plateau Community  

Subscribe today for insider access to curated, actionable strategies– unlocking your success is just one click away!