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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?
Special Guests: Steve O'Neill, John Smythe and Charelle Wigley, members of the Social Engagement Subgroup
'Making strategy social' – is a work stream within the ’Social’ sub group of Engage for Success. It wants to make explicit the best ways and means to blend social media and face to face dialogue to devise and execute better strategy. Crowdsourcing the experience, insight and knowledge of employees as well as leaders adds value to strategy design and delivery - in what might otherwise default to a traditional 'top down' process.
The small steering group behind this work stream wants to create a product that will help capture what organisational leaders - 'the C suite’ - needs to think about in making strategy development and implementation more ‘social’ in orientation - both in mindset as well as use of technology.
Join us as we discuss what this work stream is focusing on and find out how you can get involved.
Host: <a href="https://www.linkedin.com/profile/view?id=38332209" target="_blank">Jo Moffatt</a>
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.
The program focuses on Zingerman’s Community of Businesses and its philosophies and Customer Complaint Process. The businesses include the original business, Zingerman's Delicatessen, plus Zingerman’s Bakehouse, Creamery, Catering, Mail Order, ZingTrain, Coffee Company, Roadhouse Restaurant, Candy Manufactory and the newest business—Events at Cornman Farms. Zingerman’s produces and sells all sorts of full flavored, traditional foods in its home of Ann Arbor, Michigan to the tune of $50,000,000 a year in annual sales. Effectively managing conflict has allowed Zingerman’s to grow from 2 employees to 700 over 33 years. Like Apple Computers, Zingerman’s delights its customers with its food and its customer relations. It has also been lauded by President Obama and others for its employee support, including its fair base salary, hours and benefits. Zingerman’s philosophy of Servant Leadership, Energy Management, Going Direct and Handling Customer Complaints is at the core of its popularity and success.
Ari Weinzweig is CEO and co-founding partner of Zingerman's Community of Businesses. Ari was recognized as one of the “Who’s Who of Food & Beverage in America” by the 2006 James Beard Foundation and has awarded a Bon Appetit Lifetime Achievement Award among many recognitions. Ari is the author of a number of articles and books.
Zena Zumeta, internationally known as both a mediator and trainer of mediators. She is president of the Mediation Training & Consultation Institute, Zena Zumeta Mediation Services, and The Collaborative Workplace in Ann Arbor, Michigan.
Join Anna Scheller as she discusses customer service, "The Sale after the Sale". How often have you made a buying decision based on the customer service you received at a restaurant or car dealership. Customer Service is not just anything--it's EVERYTHING when it come to customer retention.
As a leader in the hospitality industry and a sales trainer, Anna gives valuable insights into key principles for not just getting a customer, but keeping them coming back. A buyer is a buyer is a buyer and you can keep it that way with good customer service.
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
Take 5 minutes from your busy business day and listen to expert business advice to grow and improve your business with Howard Lewinter.
In today's 5 Minute Business Strategy Howard talks about... Customer Service Is Important To Your Business.
CEOs, presidents, founders, business owners across America trust Howard Lewinter's business advice to solve business problems, increase business profits and live their entrepreneurial dreams of running a successful business with less stress.
For more business tips, follow Howard on Twitter: @HowardLewinter - or connect with Howard on LinkedIn.
HR Happy Hour 200 - Celebrating the Final Conversation on Employee Engagement?
Broadcast LIVE Thursday January 22, 2015 - 8PM ET
Hosts: Steve Boese, Trish McFarlane
Guest: Paul Hebert
Call in 646-378-1086
For the celebratory 200th Episode of the HR Happy Hour Show, Steve and Trish will broadcast LIVE just like in the old school HR Happy Hour Show days, this Thursday at 8:00PM ET.
Long time friend of the showm and frequent guest Paul Hebert will be along for the ride as we talk employee engagement, hopefully for the last time ever on the show. We have beaten this subject TO DEATH and still we are no closer to 'solving' engagement, or even deciding if it can be solved.
So this week on the show we will beat the topic around one last time, see if there really is a solution to engagement, and maybe and finally move on to more interesting subjects. Like robots. And the Internet of Things. And basketball.
Additionally, we will have some fun looking back at the history of the HR Happy Hour and have some laughs at Steve's expense.
This will be a really fun show, especially since we will be back LIVE this Thursday at 8:00PM ET.
Hope you can join us and jump in to the conversation on the Twitter backchannel - use hashtag #HRHappyHour to join the fun.
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
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