Our insights
The Podcasts
Three podcasts. Plenty to talk about.
Whether you’re leading a business, developing a sales team or responsible for what happens when customers get in touch, chances are Bob and Jeremy have talked about something you’ll recognise.
Our three podcasts cover business, leadership, sales and customer experience, from quick, practical sales ideas you can use with your team to longer conversations about the challenges facing businesses and their people.
Choose the one that sounds most useful to you.
The Reality of Business
Conversations about the things that happen when you’re running a business, leading people and trying to get better results.
Bob and Jeremy have spent more than 25 years running Reality and working with organisations across sales, leadership and customer experience. In The Reality of Business, they use that experience to talk about the issues they see businesses and their people dealing with every day.
Recent episodes have explored why staff leave, what CX leaders really think, how AI is changing customer experience, what the future team leader might look like and whether standards at work have slipped. Other episodes get into coaching, motivation, recruitment, performance, sales, managing time and the occasional subject that Bob and Jeremy simply have an opinion about.
Some episodes are practical, some are more provocative and some go off in directions they probably hadn’t planned. That’s rather the point.
Good for: Business leaders, commercial leaders, CX and customer service leaders, sales leaders, L&D teams and managers.
Listen wherever you get your podcasts by clicking the button below.
The Reality is Sales Training
Short, practical conversations about selling – and the things salespeople and their managers come up against every day.
How do you talk about price without immediately reaching for a discount? What should happen after a customer says, “I need to think about it”? How do you handle objections without sounding as though you’ve learnt a script? And what does being commercially minded actually look like?
In The Reality is Sales Training, Bob and Jeremy take one sales challenge at a time and explore what people can do differently. Episodes cover questioning, price, value, follow-up, closing objections, resilience, competitors, sales standards and coaching your sales team.
Most episodes are around 10-15 minutes, so they’re easy to listen to yourself or share with a team when there’s a particular skill or conversation you want people to think about.
Good for: Sales leaders, sales managers, team leaders, L&D teams and anyone who sells as part of their job.
Listen wherever you get your podcasts by clicking the button below.
The Reality of Contact Centres
The conversations, people and everyday decisions behind a better contact centre.
What should an adviser be allowed to decide for themselves? Why are customers still being put on hold while someone checks with a manager? How do you coach a team without simply telling people what to do? And as AI takes care of more routine enquiries, what does that mean for the people handling everything else?
The Reality of Contact Centres is Bob and Jeremy’s shorter podcast for people working in and leading contact centres. They talk about customer conversations, team leaders, coaching, sales, service, performance and the policies and processes that can either help people do a good job or make it unnecessarily difficult.
Episodes range from practical tips on questioning, voice and difficult customers to bigger questions around AI, customer lifetime value, adviser discretion and the changing role of the team leader.
Good for: Contact centre leaders, heads of customer service and CX, operations leaders, team leaders, L&D teams and anyone responsible for developing customer-facing people.
Listen wherever you get your podcasts by clicking the button below.