Below is an interview from “The Leader Roundtable Interview Series”.
- Tim, please tell us about UpliftCX.
When it comes to our digital world, I’m focused on creating digital experiences people actually love through exceptional UX/UI design. And that message resonates with my clients — many who aren’t satisfied with the status quo as they tend to understand the value of a happy customer and want to be the best in their industry.
- How did you come up with the idea for UpliftCX?
UpliftCX is all about elevating a company’s CX through engaging and thoughtful UI/UX design. And in the vast sea of agencies, I saw an opportunity to serve companies that have existing experiences and who want an individual specialist (rather than a large agency) to come alongside them to take their CX to a higher level.
- What is the key to your company’s success?
I think there are four keys areas that drive success; 1) Delivering customer-centric work that helps my clients grow. 2) I try to be approachable with prompt and personable communication. 3) I try to be kind and build trust with everyone I work with. 4) And I have a real focus to deliver on-time and on-budget. It takes a lot of effort to do these consistently, but it’s worth it — especially if you become known to do them reliably.
- Many of our readers are just starting to build a company. What advice can you give entrepreneurs just starting out with a new venture?
Spend time building a reputation of integrity and doing what you say you’ll do. Also, one thing I wish I would have done sooner is finding an experienced and trusted advisor or business coach. Someone on the outside that can provide insights and wisdom, especially when in the thick of it and it feels like you’re going crazy (which you will).
- For other entrepreneurs seeking to build a business as successful as yours, what advice can you give them when times get a little challenging?
Be patient. While you can move quickly and get a lot done, building a sustainable, long-lasting business can take time. Second, every time you get over one growing pain, you’ll face another one. It’ll be painful and frustrating, but if you make it through (which you can!) you’ll be more resilient and wiser on the other side.
- How do you make sure your customers will become raving fans of your company?
Like the experiences I create for my clients, I want clients to love the experience working with me. With that, customers love clear and prompt communication and my focus on delivering on-budget and on-time, while not sacrificing the quality of the work. Plus I tend to be fun and approachable, which makes a difference.
- In today’s fast-changing business environment, how do you stay abreast of things?
I stay active in the CX, design, and tech communities, while reading as much as I can from places like Baymard Institute. It’s important for me to understand not only how people interact with e-commerce, websites, or apps but WHY they do. So I’m often reading about the psychological aspect of CX.
- What is your “Why”? Why do you get up in the morning, and how do you keep yourself at peak performance to lead UpliftCX?
It’s pretty simple: Help businesses and people thrive. I love hearing from people that instead of dreading to use a certain website, they now love it. Or that the work I did had a positive impact on a business. Or that I brought fun to something that was otherwise mundane. Having that positive impact on people and businesses gets me fired up.
To stay at peak performance, it’s important that I keep a balance between family, work, fitness, friends, life. And that can’t happen by chance. I sit down on an ongoing basis and create a plan and schedule for how I’m going to accomplish that. Life changes often and surprises come up, so without a plan it’s easy to lose focus.
- Can you recommend a book that has had an influence on your career? How did it influence you?
Probably the biggest influencer for me has been a book by Disney called “Be Our Guest: Perfecting the Art of Customer Service”. It taught me that there are opportunities everywhere – even the mundane or trivial – that can be transformed to give people an experience they love. Even a simple button on a website can alter someone’s experience for good or bad. So it’s acute attention to the little things, and a commitment to make them better, that can make a difference.
- What makes a great leader?
I think there are a few attributes that make a great leader. From my perspective, it’s someone who consistently shows integrity, is humble, caring, and courageous. People want to follow someone who can be trusted, cares for them, and has the courage to be the first to go into the scary and uncertain. To me, that makes a great leader and what I strive for every day.