OnBrand with Sarah Grace McCandless
OnBrand features a closer look at brands through the lens of the consumer, focusing on their desire for true connection with companies across all stages of the journey. Join host Sarah Grace McCandless for interviews and insights on which brands are getting it right and how other organizations can learn from these examples to strengthen, grow, and rise with authenticity.
Episodes
"Brands that are doing social really well today are the ones that have mastered the art of listening really broadly — at scale — and listening beyond just what’s sort of ‘on-trend,’ or ‘trending,’ or kind of what the dumpster-fire-of-the-day is on social media and hear behind that the cultural trends that are driving attention and interest. And then, really understanding how the brand connects with it.”
– Ryan Turner, Global Market...
“As we have evolved the experience, [we] really looked at it as a dual experience. What happens to Mom and Dad when they walk in the door, and what happens to the child? And [we] create a holistic 360 experience in which everybody that walks through the door is feeling spoken to, seen, heard, and wowed.”
–Amy Leclerc, Co-owner of Sit Still Kids
Welcome to OnBrand! In this episode, join host Sarah Grace McCandless as she speaks with ...
“When we saw this VOD revolution taking place, it was kind of like a lightbulb went off. And we said, ‘Here it is. Now we can do this. We can bring people the programming that they’re passionate about.’ And that’s kind of really what the genesis of our whole company has been for the last 10+ years.”
– Greg Diefenbach, Managing Director at MagellanTV
Welcome to OnBrand! In this episode, join host Sarah Grace McCandless as she sits d...
“I could turn that repeat business into loyal business. How do I do that? I have to create some kind of a connection. The way that’s done is through something emotional. … If somebody says, ‘I love doing business with them,’ well, love is an emotional word, and ‘like’ is not quite as emotional.” -Shep Hyken, Chief Amazement Officer at Shepard Presentations
Welcome to OnBrand! In this episode, join host Sarah Grace McCandless as she...
“How are we giving them value? The time they’re spending with your brand, how do you make it worthwhile for them? Those are the kinds of things we try to put at the forefront as we start to have conversations around Gen Z.”
Chris Erb, Founder & CEO of Tripleclix
Welcome to OnBrand! In this episode, join host Sarah Grace McCandless as she speaks with Chris Erb, chief executive officer and founder of Tripleclix, about how the gam...
“That’s the biggest thing I would say. Just start. Really do it from inside of you. So really believe it, and feel it, and put everything that you have into it, and not be afraid of that. That’s the place of vulnerability I feel like people don’t like to go to, putting yourself out there. But the thought of ‘what if?’ is just so far greater than if you actually go for it.”
Shaina Zaidi, Co-founder & CEO of TuMe Beverage Company...
“A brand is more than just the products it sells, more than just the price it sells it for … A brand is an experience. And if you think about your brand as a total experience, then you’re going to build much greater loyalty and actually build a much stronger business as a result.”
“Your values are what people say about you when you’re not in the room. Those are your values; because, unsolicited, it’s how they feel about you, how yo...
“You have to empower every single team. You have to empower them to know that their jobs matter, that they matter as people, that their insight and experience and wisdom matters for the entire company to glean from that. Customers and consumers rely on that wisdom and experience to give them thoughtful answers and responses.”
- Sarah Hatter, Founder of CoSupport & ElevateCX
“It’s not that easy to ‘think differently,’ because unconsciously, we are filtering the world through what we expect to see and what we have seen in the past. So, much of my work is trying to get people to change that mindset.”
– Nigel Barlow, Business Innovation Speaker & Trustee of the David Lynch Foundation UK
Welcome to OnBrand! In this episode, host Sarah Grace McCandless sits down with Nigel Barlow, a business innovation ...
"I think the digital care team was clearly one of our most valued assets … (knowing we always had a consistent) ability to stay connected through the social and messaging channels."
– Karen Gillis, Director of U.S. Customer Service at Abbott’s Diabetes Care business
Welcome to OnBrand! In this episode, join host Sarah Grace McCandless as she speaks with Karen Gillis, Director of U.S. Customer Service at Abbott’s Diabetes Care busin...
“You’ve got to be able to hand-on-heart believe in what you’re doing. It’s going to drive your whole team; it’s going to drive business results; it’s going to drive what we would consider impact. We’re always looking at ‘How can we create more impact in the world given our set of resources — our set of talents,’ and ‘How can we set light to your set of talents and your set of resources?’”
– Emma Barry, Global Fitness Authority, and...
“What this data and analysis really provides is context around the conversation. … People are not shy when it comes to social media, and they let their opinions be known quite freely. So when they do that, we sort of try and put that all together, accumulate it, and really pull the insights out of it so we know what consumers would expect from a company and from their products, their services, and et cetera.”
– Kellan Terry, Direc...
“Today, if you want to compete and win, your experience is what’s going to differentiate you — that’s what’s going to stand out.”
– Latané Conant, Chief Market Officer at 6sense Insights Inc.
Welcome to OnBrand! In this episode, host Sarah Grace McCandless speaks with Latané Conant, chief market officer at 6sense Insights Inc., to talk about the importance of relevance in B2B marketing and sales, why delivering data-driven, perso...
“People want to be engaged — they want to be excited — they see problems all around and they want to be part of the solution and to make things happen. … We all get so busy and caught up in our day-to-day lives, things we need to do, and outcomes that we’re going for, that we sometimes lose that sense of community — but it’s actually our community that carries us forward. It gi...
“My business fuels my passion and my passion fuels my business.”
– Jala Smith-Huys, Founder & Chief Blanket Boss of Seek & Swoon
Welcome to OnBrand! In this episode, host Sarah Grace McCandless sits down with Jala Smith-Huys, founder and chief blanket boss of Seek & Swoon, to discuss what established compani...
“We spend so much time worrying about our SEO — how are you optimizing for trust? Before you post that thing, before you send out that email, how are you optimizing for trust?”
“First of all, trust you can’t buy. I can’t just go out and spend X amount of dollars and end up with trust. … You can’t buy it, so how do we...
“I like to demystify story and let people know this is not the purview of artists — this is not just for people who consider themselves to be writers, it’s for everybody. And basically, if you have a message that you’re trying to communicate — which pretty much everybody does — story is really just the delivery system for that message. It’s just a way of packaging it.”&...
"You don’t need to prove your self-worth to anyone ... if you believe in an idea, be empowered to put yourself as a priority.”
– Natasha Case, Co-founder and CEO of Coolhaus
In 2009, when Natasha Case was in her mid-20s working as an architect for Walt Disney Imagineering, she rea...
People crave meaningful engagement and connection with companies now more than ever. Without customers, there IS no business. And it’s not about whether things are going right or wrong, it’s about the entire relationship – the convergence of marketing, sales, and service – and the expectation for organizations to show up with true purpose so customers feel seen, heard, valued, and understood.
Join SYKES ...
“The thing that we’ve got to take a step back and remember is: Without customers, we don’t have a business. You can’t look at the customer as the problem, or as an annoyance. The customer is why we’re in business. If you’re not in business for your customer, you probably should be doing something else.”
– Dan Gingiss, Customer Experience Speaker & Coach
Welcome to part two of our unique two-...
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