Today, we welcome one of Poppy Barley's all-star founders, Kendall Barber, to the podcast!

A BCom grad from the University of Victoria, Kendall went on to study International Business at the Grenoble Ecole de Management in France before becoming the marketing director for several major Western Canadian companies. On the side, she started a much-loved Edmonton blog, City and Dale, where her "weekend to-do" round-ups and inspiration boards have become the source for the best in local eats, fashion, home décor and events. Other fun facts? She's mastered the art of baking cookies, and had the most unreal wedding in Italy last year.

In the land of made to measure boots and custom shoes, Kendall leads marketing + communications, business + web development, and HR + finance for Poppy Barley; she's the definition of a multi-tasker, fusing natural style and creativity with serious business smarts. And not only does she run her own company, she runs marathons, too.

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Russ Dantu lives in Calgary, Alberta, Canada. He is an expert on the subjects of trade shows, customer service and presentation skills. He brings with him over 30 years of management, sales, trade show and customer service experience, and well over 18 years worth of experience in the public speaking arena. In addition, he offers workshops and powerful keynotes to youth groups.

He is also the owner of Synergy Solutions Inc.. Russ strategically assists clients in setting themselves apart from their competition through the use of promotional products, staff apparel and corporate gifts. Why not take advantage of his complete conference package deal? Hire him as a speaker and receive great discounts on all your promotional needs for your conference – everything from bags to pens to speaker gifts!

Russ is happily married to his wife, Sonia and has two grown children, Christopher and Carissa. When he isn’t working, Russ enjoys attending Toastmasters, playing hockey, golf, camping, walking his Golden Retriever, Shylo, and travelling.

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Donnovan Simon is a customer success and process expert. He joins Shannon to talk about what has changed in customer success and what remains the same, customer experience in the age of social media, why creating processes that drive success yields benefits in the long run and what organizations can do to really set their frontline staff up for success.

Donnovan has been a passionate advocate for the customer in every organization he has worked for and has written two books on the topic: Social Media Equals Social Customer: Managing Customer Experience in the Age of Social Media and The Way You Make Me Feel: 20 Lessons in Customer Service. He has also written Employee Engagement: 5 Ways to Get Your Team Plugged in and Becoming the Best Manager You Can Be. 

Donnovan and Shannon talk about what has changed in the world of customer success and what has remained the same, and how any organization can simply define customer success in their context by focusing on the value they bring to their customers. They discuss the effect of social media on the relationship between organizations and their customers and the future of social media in the area of customer service. Donnovan outlines what businesses can do to ensure that their frontline workers are delivering the kind of experience to customers that they want to really represent their brand and why it all comes down to compensation, investment in people & culture and providing staff with the tools, throughput and data they need to be successful in their roles. 

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