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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?
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.
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?
Special Guest: Matt Manners, The Employee Engagement Awards
Last week The Employee Engagement Awards launched across the UK & Ireland.
Our very own David MacLeod is the principal judge.
The Employee Engagement Awards (EE Awards) represents the game changers, the forward thinking businesses that strive to do things differently and put their workforce at the heart of its operation. In a competitive labour marketm businesses have to offer and be seen to be doing things differently to create an engaging and rewarding working environment.
The EE Awards celebrate the best small and big businesses the UK & Ireland have to offer. Even the 'unsung heroes' in an organisation.
Matt Manners, founder of the EE Awards, is with us talking more about them and the opportunities that exist for all Engage for Success supporters.
Host: Jo Dodds
Special Guest: Steve Crompton, Customer Success Manager, Yammer (Middle East & Africa)
Join us as we explore the use of enterprise social networks like Yammer to enhance employee engagement in emerging markets, particularly in the Middle East.
Steve is responsible for supporting the expansion, adoption and engagement of Yammer & Office 365 across the Middle East & Africa. He is a graduate of Durham University where he attained a 2:1 in Business Management and Finance. Steve’s research proposal in his final year involved analysing the effects on productivity as a result of using enterprise social networking (ESN) tools.
Host: Jo Moffatt
Special Guest: Gareth Moss
Gareth is Local Government Director for Serco, responsible for strategic partnerships delivering a wide range of services. Gareth was previously Director of Resources at Bridgend CBC (where he won the Local Government Finance Director of the Year) and East Staffordshire Borough Council. He has also worked for Newport CBC, Price Waterhouse and Somerset County Council.
Join us when we discuss Serco’s approach to employee engagement, including:
• Overcoming the barriers
• The link to organisational performance
• Impact on operational delivery
Host: Jo Moffatt
Special Guest: Nina Pattinson, Customer Success Manager at Yammer
Join us as we talk about the role of Enterprise Social Networks in enabling employee engagement within organisations, with specific reference to Yammer. We talk about why they're important, how they can help to drive communication, collaboration and engagement (amongst other things) and what tips we have for encouraging the use of an ESN within your organisation.
Host: Jo Dodds
Special Guest: Sam Dawson, Head of Hay Group Insight
Following on from Hay Group’s Employee Engagement Forum in London in March 2014, where over 75 heads of engagement from the UK’s leading organisations gathered to discuss the future of engagement, Sam Dawson, Head of Hay Group’s employee survey division, shares key outputs and findings from the event, together with his thoughts on what we all need to start to thinking about to address the engagement challenges that lie ahead.
Host: Jo Dodds
Before we can have engaged employees, we must have engaged students. But, unfortunately, too many first-generation college students encounter obstacles and hurdles that block them from feeling supported, much less embraced, by their schools. Natalie talks to Willie Ney, Executive Director and leader of First Wave, a hip-hop performance troupe that is transforming engagement in higher education.
The TalentCulture #TChat Show is back live on Wednesday, July 9, 2014, from 7:00-7:30 pm ET for Radio, and as always 7:00-8:00 pm ET for the Twitter chat.
Before the 4th of July break we talked about how organizations can and should differentiate, and this week we’re going to talk about the benefits of true talent engagement.
Unfortunately talent management strategies of the past no longer work. Today people work differently, are motivated differently and are engaged differently. Millennials may have pushed all the employer flexibility buttons, but now every generation is demanding more.
For example, employees want ongoing growth opportunities, workplace flexibility, tools and systems that encourage collaboration, and commitment to a reciprocal climate of support and encouragement, all of which lead to payoffs in employee retention, satisfaction, and overall business performance.
The key, today, is to drive a higher level of contribution and deeper engagement through a better “people management” experience that can lead to better and more lucrative business outcomes. Companies that demonstrate consistently high engagement scores are gaining an advantage with fully immersed employees who are committing to their organization by contributing to, both, a healthy culture and bottom line.
Join #TChat co-creators and hosts Meghan M. Biro and Kevin W. Grossman as we learn more about improving the talent engagement experience with this week’s guest: Jeff Carr, CEO and President of PeopleFluent.
Thank you to our sponsors and partners: RIVS, GreatRated of Great Place to Work, TalentWise, GloboForce, SAP/SuccessFactors, PeopleFluent, Red Branch Media and HRmarketer Insight.
**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.)
Les is the President of Landes & Associates, specializing in aligning marketing communications with employee engagement. His blog is titled Inside Out, which is how you build brands, sustainable brands, from the inside out. That starts with employees and their engagement, their passion and commitment to their brand’s promises.
Les writes that he’s always felt a longing to get at the heart - the essential elemental truths- of what gets people tuned in, turned on, and eager to go the extra mile for the mutual benefit of themselves and the organizations they work for. I’m convinced that understanding those truths will help people ... tap into the full-blown potential of employee engagement.
While writing his book he discovered his single equation: the secret to employee engagement lies not merely in our capacity to imagine and choose, but in understanding how those qualities are inseparably interrelated.
Les writes his book as a business fable with two main characters. A searcher and a guide, a student and a teacher. The teacher guides the student through his journey of understanding that what engages employees is what separates employees from mere cogs. That’s imagination and free will. The power to see possibilities, to imagine a different future and the opportunity with resources and support to pursue it.
I can’t wait. Come join us.
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