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A majority of organizations are using some sort of community based support model or have considered doing such. The question is, are you seeing the results and cultivating real relationships with your customers?
It is known customer communities can be an incredible source of support, for both your customers and your organization.
In this episode, I have invited Michael Pace (Customer Support & Community Management Executive) to join myself on Voice of the Customer Radio to discuss “Community”.
Learn about communities and community management for all levels of the enterprise Uncover the tremendous benefits of this unique “self” service tool Step by step assessment guide on how to get started Technical options available for you Questions to Reviewed:
What is a community or support community? And how are they beneficial/
How do they impact engagement? C-Sat? Reducing Costs? Driving top line growth?
How did you get involved in communities?
Where do you start?
Once you are up and running, how do you keep your customers engaged?
How do you get executive buy in to pursue?
People – what kind of people do you need to be community managers? How do you hire/
What kinds of tools are available?
Are there any resources to help get folks started?
Dr. Gary Rhoads, founder of Allegiance and renowned expert in customer feedback, loyalty and engagement, stops by to talk to us about the science of customer engagement. He also discusses how you can begin implementing engagement techniques today! Are your customers merely satisfied?
My guest will be Renee Azoulay. Renée, the Senior Vice President for Strategic Planning and Promotions at Ventura Associates International, is renowned as a marketing and promotional consultant to leading companies based on her talent, high energy "make it happen" professionalism coupled with her strategic marketing focus and passion for what she does. Her ability to generate substantial new business for her agency and surpass client objectives while providing on-going added value is what makes her such a success. She is a proven leader and self starter with a multi-disciplinary skill set across a broad range of categories. One of her fortés is in relationship building, where her keen sense of practicality and diplomat’s approach enable her to navigate complex interactions. In addition, Renee uses her research background, disciplined bottom-line orientation, creativity, and smarts to develop and manage fully integrated promotion initiatives for many Ventura clients she brought to the agency, including the NBA, MTV Networks, Nickelodeon, Spalding, SAP, A.O. Smith, TD Ameritrade, among others. Renee comes to Ventura with a ten year marketing and research background. At Bristol-Myers Squibb, she was part of multiple marketing teams for leading OTC brands including Excedrin, Bufferin, Nuprin and Comtrex. Prior to that, Renee worked at BBDO for three years on the DuPont and Scott Paper accounts and new business for BBDO (direct marketing). Renee holds a B.S. from Cornell University. She is a professional motivational speaker and has presented for organizations that include The NY Emmys, American Women in Radio & Television, Columbia University, the Professional Insurance Marketing Association, The Brand Activation Association (BAA, formerly the PMA), the eMarketing Association, the NY Builders Show, among others.
What is the connection between engagment and influence? Does work that motivates you have to come as the cost of a competitive salary? Natalie Holder-Winfield talks to Christoph Lueneburger, author of A Culture of Purpose: How to Choose the Right People and Make the Right People Choose You about these and many other questions that challenge the notions of engagement in today's organizations. During this interview, you'll hear how engaged employees add to the diversity of thought in our offices and often contribute new thoughts and improvements. You will also learn how engaged employees are necessary for keeping an organizational mission and purpose honest and in check.
With the recent talk of some of my brothers talking and speaking on marriage.. We gone talk about the "RULES OF ENGAGEMENT"
Tonite from 9-11 the Reel Talk Radio gone just chat about the Dating Game, when do you know its time to move to the next step... We also gone talk about the steps to getting an Engagement Ring!
We also got the homie Stab on as a guest host, So you know its going to be wild... So tune in and get ready to talk
Engage for Success take the radio show on the road this week with a report from Hay Group’s Employee Engagement Forum in London on November 20th. Listen to find out what are the two powerful ‘megatrends’ facing HR practitioners and hear live from delegates at the event.
Host: Jo Moffatt
Special Guest: Lisa Sofianos, Director and Executive Coach at Robin Ryde Consulting
Lisa Sofianos is a business author, creative thinker and international consultant in leadership and organisation development based in London UK. She was a founder of, and has been a Director of Robin Ryde Consulting Ltd since 2008 and has worked with clients in both the private and public sectors in the UK, the US and other territories including South America, the Middle East, Australia and Eastern Europe. She partners with businesses to raise levels of employee engagement and increase organisational agility and innovation in response to the rapid change and volatility that characterises the modern business environment.
Her book, Creating Authentic Organizations; Bringing Meaning and Engagement Back to Work, Lisa Sofianos and Robin Ryde, was published in October 2014 by Kogan Page. The book makes the compelling argument for the positive impact of individual authenticity on businesses and sets out the management task of creating the conditions to allow employees to fulfill their roles with greater authenticity.
Host: Jo Dodds
The Customer Loyalty Playbook: 12 Game Strategies to Drive Improved Results in Your Business, focuses on customer loyalty and four infrastructure areas leading to a culture of customer loyalty: the customer experience, leadership, employee engagement, and marketing to ideal clients.
Jeri Quinn, President of Driving Improved Results, is an author, coach, consultant, and professional development expert focused on small and mid-size businesses.
Download the first chapter of The Customer Loyalty Playbook for free: www.customerloyaltyplaybook.com
**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience
** Interview with Ashley Berg Jensen, Director of Global Employee Engagement at Coca Cola Enterprises: How increasing employee connection and commitment to the company drives customer focus and business performance. Ashley is responsible for measuring the engagement of 72,000 employees globally and designing and implementing strategies to turn employee insights into action across the business. Her organization has facilitated CCE’s journey to increase employee engagement. Coca Cola Enterprises is the largest non-alcoholic bottler in the world. (23:31; this interview is highlighted in the article: Recognize Employees for Improving Customer Experiences.)
The TalentCulture #TChat Show is back live on Wednesday, October 22, 2014, from 7-8 pm ET (4-5 pm PT).
Last week we talked about how to use company culture to attract candidates, and this week we’re going to talk about engagement and the culture control panel.
Culture is increasingly a legitimate business concern in the world of work, and that means methods for measuring and managing it are more critical than ever before.
The problem is, when businesses scale at any speed, operational concerns often take priority over people concerns. When left unchecked, rapid growth “grooms” disengaged workers and then the problems mount when leaders realize how difficult it is to hire and retain top talent.
And by the way, high-performers can smell a poorly managed culture from a mile away. Add to that the fact that employee tenure continues to shrink and the prospect of building a strong, sustainable culture grows even more grim.
This week’s guest will share five important points of culture that all businesses from startups to blue chips can use to build employee engagement and improve retention — and extra profit — from day one.
Join TalentCulture #TChat Show co-creators and co-hosts Meghan M. Biro and Kevin W. Grossman as we learn how to measure culture via engagement with this week’s guest: Josh Levine, Director of Strategy and Founder at Great Monday and Co-Founder of CultureLab.
Thank you to our sponsors and partners: Dice, RIVS, GreatRated! of Great Place to Work, TalentWise, SAP/SuccessFactors, IBM Smarter Workforce, CareerBuilder, PeopleFluent, Fisher Vista and HRmarketer Insight.
Special Guest: Gloria Lombardi of Simply Communicate
Passionate about internal communications, social media, enterprise social networks, employee engagement, journalism and publishing. Gloria is the Community Manager, Webmaster and Reporter at the on-line publisher simply-communicate.
Join us as we talk about how social business is changing the world of work and what the implications are for engagement and internal comms.
Host: Jo Moffatt
Special Guest: Emma Bridger
Join us as we talk to Emma Bridger about her new book 'Employee Engagement', published by Kogan Page. Emma has been involved in the Engage for Success movement from the start and has included a rather lovely thank you to David, Nita and the movement as a whole at the beginning of the book!
Emma is an award winning employee engagement specialist and Director of People Lab, an Employee Engagement Consultancy, working with clients worldwide. With over 18 years' experience gained in a variety of roles, Emma began her career lecturing on graduate and post-graduate courses in psychology, her specialist area being behaviour change.
Emma has designed and developed the CIPD range of short Employee Engagement courses as well as contributing to and being published within the original Engaging for Success report. Emma is a member of the EFS Guru Group and also a regular conference speaker and case studies detailing her work have been published in industry journals.
Find out more in Emma's blog post on our website.
Host: Jo Moffatt