"You're In Charge" with Glenn Pasch
You're in Charge with Glenn Pasch is the leadership podcast that gives managers and business owners real-world strategies to lead with confidence, clarity, and impact. Whether you're a new manager learning to build trust or an experienced leader navigating team dysfunction and burnout, each episode delivers practical advice, personal stories, and actionable takeaways.
Host Glenn Pasch—CEO, leadership coach, and business trainer—shares decades of hands-on experience working with executives, sales teams, and front-line managers across industries. From communication skills to accountability culture, this show tackles the tough parts of leadership with empathy and expertise.
New episodes weekly. Subscribe for honest conversations, expert interviews, and powerful leadership insights that actually work.
Welcome to the "You're in Charge. Now What."
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Glenn Pasch is CEO of PCG Digital, a leading digital marketing agency specializing in helping businesses get customers raving, recommending & returning for more. He is a speaker & author of "The Road to Sold", "Selling Cars in the Digital Age" and "The Power of Connected Marketing"
Linkedin: https://www.linkedin.com/in/glennpasch/Personal Website http://glennpasch.com/Company website: https://pcgdigital.com/
"You're In Charge" with Glenn Pasch
How Poor Customer Experience Damages Your Brand—and What Great Leaders Do About It
What happens when customer experience hurts your business’s brand negatively? More importantly, what are the steps the company takes to address this issue? Even worse, is leadership even aware of this issue at all?
As we open season 7 with episode 200!!! , we discuss how to deliver on your promised customer experience and how to react if things go wrong.
Many businesses focus internal discussions processes and marketing around delivering an excellent customer experience. When delivered properly, it can be an asset to help the business stand out in the marketplace.
As prepared as anyone can be, issues arise for certain customers. Even the best intentions can be met with different expectations and therein lies the frustration for both sides. One side feels they did their best and the other feels the experience was not what they imagined it should be.
Both sides can be right, but the bigger question is what happens when staff does not deliver or are perceived to not deliver? How does management and the employee handle that?
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About Glenn Pasch:
Let’s Connect:
Website: https://bit.ly/3HyFK3J
Linkedin: https://www.linkedin.com/in/glennpasch/
"Everyone finds themselves in charge at some point in their lives. Yet many of us lack the skills to generate consistent results. My goal is to help you learn the skills to adapt and grow in your personal and business life.”
Glenn Pasch is CEO of PCG Digital, a full service digital marketing agency that specializes in helping businesses create and deliver customers raving, recommending & returning for more. He is author of 2 books including "The Power of Connected Marketing" and has spoken and educated audiences throughout the US and internationally.