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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?
Wendy Carter, Director, Inventive & Motivation
Engagement, incentive and reward activities will be top of the agenda when the Motivate Europe Live conference and exhibition opens its doors on 22-23 April. Engage for Success Co-Chair David MacLeod will be opening the event with the latest update on the Employee Engagement Task Force.
Join us as we talk with Wendy about what is happening at Motivate Europe Live and why engagement is so important to the agenda this year.
Registration for Motivate Europe Live is completely free. Visit www.motivateeuropelive.com for details.
Host: Jo Dodds
Guest: Mark Horsley, Chief Executive Officer, Northern Gas Networks Limited (NGN)
Against a background of rock bottom employee engagement and customer satisfaction scores, a pioneering new approach to empowering employees has produced a complete turnaround in Northern Gas Networks’ (NGN’s) business, which independent research by the Institute of Customer Services (ICS) shows now has the most engaged employees of any utility business in the UK as well as the highest customer satisfaction.
This has been driven by a genuinely transformational and inclusive approach that has resulted in all employees being enabled to devise and implement their own solutions to business issues. Employees feel empowered to make a difference, they create their own improvement initiatives and set their own targets and this has helped drive up customer scores to the point where NGN now outperforms some of the UK’s top retail companies.
NGN’s Chief Executive Officer, Mark Horsley, joins us to talk about how NGN has transformed its customer experience from the inside out.
Host: Jo Moffatt
Special Guest: Eugenio Pirri – Vice President, People and Organisational Development, Dorchester Collection
Just three years ago, luxury global hotel management company, Dorchester Collection, ran HR on a regional level. Each of the 10 hotels held their own individual HR functions which independently focused on people, guests and owners. Whilst working, this was inconsistent and measured in an arbitrary way.
Enter Eugenio Pirri, with over 25 years’ experience in the hospitality industry and appointed as one of just 4 people on the executive committee in 2011, Eugenio centralised people and organisational development and introduced an evidence-based approach where guest and employee engagement are fully interlinked.
This move has resulted in additional revenue from fully engaged guests, attrition savings in their millions and employee engagement in excess of 90%
Eugenio is joining us today to share his impressive, and multi-award winning turnaround, and explain why a scientific approach to guest and employee is a must for modern businesses.
Host: Cathy Brown
Karin Volo, Chief Joy Bringer – Co-founder Evoloshen
There aren’t many of these around! Karin Volo, co-author Engage! is joining us to talk about their new International Cultural Engagement Specialist™ certification programme.
We’ve invited Karin onto the show to find out more about what is covered in their new engagement specialist certification programme and to talk about the reasons that they have created and launched it.
As you may already know the Engage for Success movement takes a fairly benign view of commercial models, programmes or activity. In other words we are happy to talk about and share them within the movement but without any intention of ‘sponsorship’. We don’t usually stress this on our show pages, given we interview many gurus / service providers, but we felt that it ought to be made clear for this show that this isn’t our programme although we’re very pleased to have gurus, such as Karin, within our midst who are addressing learning needs in the space.
Host: Jo Dodds
Special Guest: Frazer Rendell
When it comes to seeking improved employee engagement scores, hope is not a plan. Join us as we talk about how we need to help businesses understand how they can start to think about practical, measurable actions they can take to help ensure that next time their engagement scores will be higher.
Frazer comes to the world of engagement from a different perspective to many, as he started his career as a chef and then over the last 20 years worked his way through the hospitality, retail and healthcare industry, to senior management roles within both national and international businesses.
Frazer is now a Consultant, Speaker and Writer, offering a very practical and measurable approach to employee engagement. He is the Director of E-Trinity Consultancy, where his practical tools help service orientated businesses improve their engagement.
Frazer is also involved in a number of E4S special interest groups and is the joint lead of the group looking at Performance Management and its impact on employee engagement.
Host: Jo Moffatt
Special Guest: Jackie Lanham, Group Organisation Development Director at Rexam
Rexam produces 62bn cans a year in 55 plants across more than 20 countries with an 8,000 strong workforce. Our job is to make our cans as efficiently, profitably and sustainably as possible so that our customers (some of the most popular world brands) can attract and retain the loyalty of the people who consume their products. This is why, wherever you go in Rexam, you will see a common focus on operational excellence, innovation and safety to meet our customers’ expectations.
Jackie’s focus is on building a winning organisation through providing engagement, learning and development, talent & succession planning, performance management, diversity and consultancy services.
Join us we explore what is happening at Rexam to make it a winning organisation.
Jackie starting working for Rexam in January 2014 and has broad-ranging experience in UK and international organisations across the manufacturing, retail, banking, insurance and IT sectors, most recently at The Co-operative Group where she re-engineered the approach to Talent at the most senior leadership and entry levels for all retail businesses. This work has been recognised through the 2013 HR Society Award for Workforce Planning and Strategy.
Host: Jo Moffatt
Special Guest: Adrian Phipps, Head of People & Organisation, Arqiva
Adrian is Head of People & Organisation at Broadcast & Media company Arqiva. Over the last 8 years, he has helped both Arqiva and the Insurer More Th>n (part of the RSA group) to make major improvements in employee engagement.
During his time with them, Arqiva has achieved a 1* rating in the Sunday Times Best Companies competition, and RSA was ranked as one of the Top 25 UK companies to work for. Outside of work, he is a proud (if a little tired!) father of a toddler and an 8 month old baby, and loves being out on the water – whether swimming in it or in a sea kayak.
Join us as we talk about how to make engagement “stick” in an organisation. We all know the theory and it sounds great in principle – but very few organisations make the big shifts in engagement that we hope for.
Having been part of two organisations that really have made this change, Adrian shares some useful beliefs that organisations need to hold if engagement is going to improve and also some of the practical things you can do to improve engagement where you work.
Host: Jo Moffatt
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.
Special Guest: Mark McKergow
Being a host is an ancient metaphor, but one which has now evolved to become both new and timely in the business world. Now, it is no longer enough for a leader to be heroic, they must also know when to become the host too. But what does being a host actually mean in a business context? 'Host: Six new roles of engagement for teams, organisations, communities and movements' author Dr Mark McKergow has investigated how hosts – and leaders –create engagement by stepping forward and back and being responsive to the needs and wishes of their ‘guests’.
Mark will be talking about how ‘roles’ – as opposed to ‘rules’- of engagement provide a useable and flexible framework for transforming leadership at all levels and settings. The host metaphor is one we all know at some level, yet can enhance and build to an exquisite level of refinement with reflection and practice.
You can read more on our blog here.
Dr Mark McKergow is the co-author of Host: Six new rules roles of engagement fort teams, organisations, communities and movements (Solutions Books, 2014). He is a speaker, consultant and facilitator who finds new ways to work in tough and ever-changing environments. He is co-author of three others books including the best-selling The Solutions Focus (Nicholas Brealey Publishing, 2007) which has appeared in 11 languages.
Host: Jo Dodds
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