customer-focused

A relentless hunt for their favorite foods and drinks led Scott and Ally Svenson into launching not one but two multi-million dollar businesses. The first came about in 1990s London when they discovered that British coffee meant instant coffee. So, the Washington natives decided to start the Seattle Coffee Company in the U.K, inspired by their love of Starbucks—which was still only in the U.S. But, once Starbucks started to go global, Scott and Ally decided to sell and move back to Seattle. They soon found themselves looking for quick, affordable, crowd-pleasers to feed their growing boys on busy nights; pizza is a good solution, but it can also be slow and expensive. So Scott and Ally wondered if they could figure out how to make individual, fast-casual pizza work; and they started MOD pizza as a one-store experiment. 15 years and more than 500 locations later, Scott and Ally have their answer: they can make it work.

This episode was produced by J.C. Howard, with music by Ramtin Arablouei

Edited by Andrea Bruce, with research help from Casey Herman.

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What are the most recent trends in radiology imaging? What impact does AI have on workflow efficiency? Steve Holloway, Company Director & Principal Analyst at Signify Research, Nynke Breimer, Global Product Manager, AI Radiology at Sectra, and Dr. Benjamin Fine, Radiologist and Clinician Scientist at Trillium Health Partners discuss key trends, and the role AI plays in improving clinical workflows. 

• Steve Holloway, Company Director & Principal Analyst, Signify Research
• Nynke Breimer, Global Product Manager, Amplifier Service and Radiology AI, Sectra
• Dr. Benjamin Fine, Radiologist & Clinician Scientist, AI Deployment and Evaluation Lab, Trillium Health Partners

IN THIS EPISODE:

• [02:18] Experiences with workflow and integration within imaging informatics
• [05:41] What resonates with customers and makes a difference in end-to-end workflow
• [09:11] What is working well with the rollout of AI 
• [15:06] The aspect of governance and challenges of integration
• [19:54] Considerations with the future of AI
• [24:46] Strategies to consider with enterprise imaging and AI

KEY TAKEAWAYS: 

• It is important that the end users trust what they see or adoption and integration will be difficult. 
• The ability to cross-communicate between departments using AI technology has the potential to enhance collaboration and increase quality of care. 
• Because of their experience with digitization and absorbing data from numerous sources, radiologists' roles are expected to evolve as AI is incorporated in clinical practice.

RESOURCE LINKS

Sectra website

“Made for you” is at the heart of everything Sectra does, especially when it comes to developing software that improves our customers’ working lives. Traci DeForge hosts a discussion about the importance of customer-centric software development with Sectra's Fredrik Hall, Head of Product Applications, and Olof Göranson, Senior User Experience Designer.

• Traci DeForge, Founder and CEO, Produce Your Podcast
• Fredrik Häll, Head of Product Applications, Sectra
• Olof Göranson, Senior User Experience Designer, Sectra

IN THIS EPISODE:

• [00:56] Fredrik and Olof give background info on themselves and Sectra
• [02:51] How Sectra defines customer centricity 
• [06:36] Customer engagement drives strategic and long-term improvements
• [11:05] The process for setting priorities and choosing what to focus on
• [14:04] How they measure if they are making an impact
• [18:28] Olof shares a customer story

KEY TAKEAWAYS: 

• Sectra is genuinely focused on its customers. Everyone engages with customers in a personal way and gets feedback to make the products better.
• The numbers and data are important but it’s equally important to do customer visits to experience what drives those numbers.
• Getting feedback and testing while designing is just as important as feedback and checking after the release. With check-ins throughout the process, it can save time and drive the process as needed.

RESOURCE LINKS

Sectra website

Bio for Lisa Earle McLeod

Lisa Earle McLeod is a Strategy Consultant, Founder of McLeod & More, Inc., and author of Selling with Noble Purpose.

Episode highlight

Listen in on how Lisa Earle McLeod refocuses businesses on innovating to make customers’ lives better. 

Links

Email: lisa@mcleodandmore.com

Contact: https://www.mcleodandmore.com/contact/

Website: www.mcleodandmore.com

Twitter: https://twitter.com/LisaEarleMcLeod

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

Quotes

“[Nobility] is in the service of someone besides yourself or in the service of a cause bigger than yourself.”

“Money matters, and when you make it for other people, that is a big day!” 

“If you have disdain for wealthy people, the likelihood of you becoming one of them is pretty small.”

Takeaways

Childhood incidents:

Lisa was 14 when she got her first job at Doughnut King and was entrusted with running the store alone. On one Saturday, a group of firefighters purchased all the doughnuts in the store. When the owner returned, Lisa loved the look on his face as he excitedly counted the money in the cash register. This inspired her to begin on her journey of “helping people make money.”

In the middle of third grade, Lisa and her brother enrolled in a Hawaiian school for a month, where they were the only white kids. However, she was “welcomed graciously” and does so to any minority in her life.

Groups you were born into and belonged to: 

Lisa was born into a middle-class family and there was a palpable disdain of wealthy people in her neighbourhood. While Lisa’s mother was an atheist, Lisa joined a faith called Unitarian Universalism. 

Temperament and personality influences

Lisa claims she is an extrovert, a storyteller, and a seeker of solutions. With time, she has learnt to become a better listener and be more concise and open-hearted in her communication. 

A time I became aware that my way of doing things was cultural and specific to my cultural experience

Lisa comes from a family of “over-talkers” and is used to people speaking over each other at dinner and is intrigued by households different from hers. 

Advice to an employer to work with me

Lisa claims that her best clients are those who have valuable offerings for their clients and want to:

1. Differentiate and stand out in the market
2. Help their team be laser-like focused on customers
3. Build a tribe of people who are so emotionally engaged and excited about their job that they think and talk about it with pride

More great insights from our guest! 

Lisa recommends downloading and using the whitepapers from her website to incorporate noble purpose into your business!