My Curious Colleague: Recent Episodes
Denise Venneri
My intent is to celebrate and elevate the consumer relations function in CPG (Consumer Product Goods) companies, especially for Brand Specialist and Analysts roles and responsibilities... ! Support this podcast: https://anchor.fm/denise-venneri/support
🍽️ This week I'm CUROUS about... Home, Kitchen & Food Trends. My resident Cooking, Kitchen & Food Trends Adviser here on the @my curious colleague podcast is back..! Join me this Tuesday, 8.29.23 for Ep 96 w/my guest & colleague, @Jane Freiman, Founder of @smart kitchen group.
And she’s bringing info on a health & wellness innovation contest w/a $10K prize… AND… she’s making our colleagues an offer for a 1:1 trends consult for the first 5 people who reach out to Jane…So listen in on Tuesday for how to get the details on BOTH of these…!
Key highlights:
🍄Food Trends Explored: Think hot trends like tin foods, mushroom mania, & alcohol-free spirits transforming the culinary world.
🍳 Cooking Sources Revealed: Jane’s sharing which source for recipe & cooking ideas has usurped the #2 spot on the list. P.S. Trust is still the main driver for long term adoption tho. Can you guess…??
🍽️ Futuristic Kitchens Unveiled: Have you ever heard about a Scullery…? Discover the buzz about hidden kitchens & their impact on kitchen design. Plus, learn about packaging choices that may be more essential than ever.
🏆 Innovation Contest Alert: Learn how to enter the health & wellness innovation contest sponsored by WIT & Lake Nona Institute. Craft kitchen solutions for a chance to win $10,000! Contact Jane at jane@smartkitcheninsights.com for more details.
🌟FREEBIE Alert: Be the first 5 persons to email Jane to win an exclusive 25-min 1:1 trend insights session. Email Jane at jane@smartkitcheninsights.comand let her know your interest.
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This week on the @My Curious Colleague podcast (Ep 95), I’m CURIOUS about… chatbots/virtual assistants…! To help me with this is my guest and colleague @Joe Mazur, Director Consumer Care at @Michelin North America. We’re digging in to Michelin’s online chatbot/virtual assistant named "Mitch." So fun… so don’t miss out listening 🎧 to this one…!
Podcasts links here:
🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157
🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais
Key highlights:
ü Vendor and Technology: Michelin uses Rule based AI - a chatbot software, to power Mitch working with a BPO (Business Process Outsourcing) company called Foundever.com to manage the chatbot.
ü Evolution and Learning: Over time, Mitch's capabilities have evolved based on the questions and interactions it receives. The team continually refines Mitch's responses and knowledge base based on user queries and feedback. That seems hard…! But Joe breaks it down for us…!
ü Pre-Purchase Assistance: Mitch primarily handles pre-purchase inquiries, guiding customers through the tire selection process, providing information on specifications, and directing them to dealers for purchases.
ü User Experience and Training: Mitch's initial appearance on the website was adjusted to provide a more subtle and user-friendly experience. The chatbot's training involves analyzing user interactions and improving its responses, with a focus on addressing common user queries.
ü Improving Customer Experience: Mitch has not only reduced call volume but has also contributed to a better user experience on the Michelin website and surprisingly now…Generates Revenue: Mitch has been utilized to send leads to the "buy now" button on Michelin's website, generating revenue by guiding customers to dealers for tire purchases.
💜 Joe’s non-profit organization shout out goes to the Harvest Hope Food Bank www.harvesthope.org Harvest Hope Food Bank is one of the organizations that Michelin supports in Greenville, SC whihc provides food and resources to people in need. Love that one, Joe…!
So… thank you Joe for joining me on S4 Ep95 – Full Episode out now on the @My Curious Colleague podcast.
As always, thank you for all for your support My Curious Colleagues…!
💲Ad colleague (Liquid I.V.):
Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code: MYCURIOUSCOLLEAGUE ] to save 20% off anything you order.
businesspodcasts #consumerelations #customerexperience #chatbots #CPGCX #CPG #socapinternational
💲Ad colleague (Liquid I.V.):
Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.
💲Ad colleague (Liquid I.V.):
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🌽 This week on the @My Curious Colleague podcast…I’m CURIOUS about… Customer Service/CX in a Retailer’s Delivery/PIck-up channel. To help me... is my guest and colleague, @Brendan Schema, a Finance intern at Kroger Delivery and a standing Junior at @University of Michigan -Dearborn campus. To anyone who has leveraged Click & Collect/Pick up or ordered Home Delivery from their retailer - I for one have - will find this episode interesting…!
Podcasts links here:
🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157
🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais
Key highlights:
🛒 Robotic Revolution: Step into Kroger's Delivery thru the eyes of Brendan, where robots handle groceries delicately and maintain quality across temperature zones.
🛍️ Seamless Satisfaction: Hear about the customer-centric approach to grocery delivery, from precise substitutions to app-driven weather adjustments, all aimed at delivering a seamless experience.
🛒 User-Driven Innovation: Uncover the balance of technology and human touch, as Brendan highlights how customer feedback shapes everything from substitutions to delivery, ensuring exceptional customer service.
💜Brendan’s non-profit organization shout out goes to Forgotten Harvest. Kroger partners with organizations like Forgotten Harvest, sharing their commitment to addressing food insecurity. www.forgottenharvest.org. Appreciate Brendan sharing that one…
So… thank you Brendan for joining me on S4 Ep94 – Full Episode out now on the My Curious Colleague 🔍 #CPGCX podcast on your favorite podcast player.
As always, thank you for all for your support My Curious Colleagues…!
💲Ad colleague (Liquid I.V.):
Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code: MYCURIOUSCOLLEAGUE ] to save 20% off anything you order.
#customerexperience #cpg #podcasting #krogerdelivery
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Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.
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Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.
🧭This week I’m CURIOUS about… ways to approach Operational Excellence in the Consumer Affairs space. To help me... is my guest and colleague, Catherine Guidi-Scherm, Operations Manager of Consumer Care at the Campbell Soup Company.
Cathy’s operational leadership style focuses on balancing system requirements, agent autonomy, and effective training to enhance both agent satisfaction and overall operational efficiency in the consumer care space. She really made me think 🤔about some of the conventional wisdom I held in these areas…!
Podcasts links here:
🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157
🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais
Key highlights:
📌 Empowering Operational Leadership: Cathy Guidi-Scherm reveals her innovative leadership style that empowers agents to grasp the "why" behind tasks, fostering a sense of belonging and value within the Team.
📌Smart System Automation: Cathy challenges traditional approaches to required fields, advocating for a balanced system automation that prioritizes critical information while boosting agent efficiency.
📌Engaged Agents, Stellar Service: Cathy's vision emphasizes engaged agents as crucial team members, promoting transparency through structured feedback and empowering them to provide strong customer interactions.
💜Cathy’s non-profit organization shout out goes to National Ovarian Cancer Coalition, urging listeners to raise awareness about ovarian cancer and take early action. www.ovarian.org
So… thank you Cathy for joining me on S4 Ep93 – Full Episode out now on the My Curious Colleague 🔍 #CPGCX podcast on your favorite podcast player.
As always, thank you for all for your support My Curious Colleagues…!
💲Ad colleague (Liquid I.V.):
Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code: MYCURIOUSCOLLEAGUE ] to save 20% off anything you order.
#customerexperience #cpg #podcasting
💲Ad colleague (Liquid I.V.):
Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.
💲Ad colleague (Liquid I.V.):
Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.
🎀Hello my curious colleagues! This week I’m curious about…Benchmarking Social Media Engagement, Systems & Operation Team’s Leadership. To help me, learn…we've got my colleague – @Rakeb Araya - System Project and Operations Manager at @General Mills Consumer Care…! Rakeb is a true Consumer Relations devotee, just like me, and I couldn't be more excited to welcome her to the show. Get ready for an informative conversation!
Join us for this episode (Ep 92) packed with valuable best practices benchmarking. So don't miss out – click on the link now! 🎧
Podcasts links here:
🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157
🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais
Key Highlights:
🚀 Leading the Social Media Engagement Team: Discover Rakeb's passion for social media and how she played a pivotal role in establishing and leading General Mills' Social Media Engagement Team. She shares how they evolved from just listening and reporting to engaging directly with consumers worldwide!
🌍 The Power of Cross-Functional Collaboration: Rakeb shares insights into the magic that happens when consumer affairs teams work hand-in-hand with Marketing, Regulatory, Labeling teams & Community Managers. It truly takes a village to provide top-notch customer support!
🎯 Navigating Challenges: Dive into the world of consumer inquiries and how Rakeb's team categorizes and handles various types of engagements based on risk levels. Learn how they leverage Salesforce and a robust Knowledge Base to ensure consumers get accurate and timely responses.
💜 Rakeb’s non-profit organization shout out goes to People Serving People, the largest emergency shelter for families experiencing homelessness in Minnesota. Appreciate her sharing that organization…! www.peopleservingpeople.org
So… thank you Rakeb for joining me on S4 Ep92 – Full Episode out now on the My Curious Colleague podcast. P.S. And listen to my episode with General Mills’ Consumer Care Lead, Brian Schalk…They are a dynamic duo! Brian’s S3 Ep43 link here: https://media.transistor.fm/b00a9102/d9198f24.mp3
As always, thank you for all for your support My Curious Colleagues Community…!
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Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.
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Podcast #ConsumerRelations #GeneralMills #SocialMediaEngagementCare #CPGCX #CPG
⭐⭐⭐⭐⭐This week on the My Curious Colleague 🔍 #CPGCX #podcast I’m curious about… "How to deepen consumer feedback #insights in the Ratings & Review channel to optimize product & experience." About 10 years ago Social Media was the sexy, shiny channel… and recently #ratingsandreviews appears to have been crowned 👑the royal, shiny one, IMHO. So, to help us understand… here comes my colleague, Gautam Kanumuru, co-founder and CEO of Yogi, a consumer sentiment analysis platform.
Podcasts links here:
🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157
🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais
Here's a summary of the highlights:
➡️The Importance of #ratingsandreviews : We discuss the rising importance of customer reviews and ratings, especially with the surge in online shopping during the pandemic. And we touch on the significance of online feedback and how it has evolved over the years.
➡️ Yogi's Role in Consumer Insights: Gautam explains that Yogi is a reviews and ratings analysis platform that helps brands gain a comprehensive understanding of customer feedback. It helps to pinpoint what customers like and dislike about their products and compares this data to competitors' performance.
➡️ How Yogi Works: Using AI and natural language processing, Yogi analyzes millions of data points from reviews to provide insights that would be impossible for humans to achieve manually. The platform can highlight patterns and sentiments across various products and brands.
➡️ Bridging the Gap between #CX/Consumer Relations and Marketing: Yogi's data can be useful for both consumer relations and marketing teams. It helps frame complaints and comments and aids in identifying opportunities for improvements in products or marketing strategies.
➡️ The Future of Reviews and Ratings: Gautam sheds light on the exciting future of reviews and ratings. Big tech companies are leaning into AI-driven technologies to provide customers with more efficient and personalized shopping experiences. These advancements will revolutionize how consumers make purchasing decisions and interact with products online.
💜 Gautam’s non-profit organization shout-out goes to the Boys & Girls Club of America. www.bgca.org Love that …A Classic
So… thank you Gautam for joining me on S4 Ep91 – Full Episode out now on the My Curious Colleague podcast.
As always, thank you for all for your support My Curious Colleagues…!
💲Ad colleague (Liquid I.V.):
Ready to shop better hydration, use my special code MYCURIOUSCOLLEAGUE to save 20% off anything you order.
#MyCuriousColleague #Marketing #ratingsandreviews #customerexperience #CPGCX #caringdeeplyforyourconsumers #podcasting #insights #ai #nlp
Thanks to my Ad colleague Liquid I.V. for the promo code:
Ready to shop better, use my special link mycuriouscolleague20 to save 20% off anything you order.
🎈This week on the My Curious Colleague 🔍 #CPGCX podcast, my guest is my colleague, Alexandra Watkins – a brand naming expert…! She is the outspoken founder of Eat My Words, the only branding firm on the planet that specializes in creating brand names that make people smile instead of scratch their heads. CPG brands from Colgate to Coca-Cola have tapped her to come up with creative and engaging names that move people and products.
Both those who are in Marketing AND
CX/Consumer Relations can benefit from this episode…! Alex’s branding tips and
assessment framework can help brainstorm and narrow down winning names. Plus,
we talk about how #ChatGPT prompts can
help brainstorm analogies to leverage. 🆗Go
ahead …name a group of Agents supporting Digital Channels, name your next #Chatbot
or Virtual Assistant… or just help name your brand's next Project Team name...!
Alexandra’s generous giveaways and promotions:
🎁Listen to the full podcast episode & receive a
copy of Alex’s book by posting the book’s name here & DM your email address
to me (HINT: it’s mentioned fairly early in the podcast):
https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157
💲Coupon code Alert: Alexandra’s online
course is called How To Create Super Sticky Band Names and it's available
at www.NamesMasterclass.com. My curious colleagues can save $500 on her
basic course ("Just The Meat") and get it for $499 with the coupon
code MYCURIOUSPODCAST
💜Alex's volunteer/non profit organization shout-out goes to petalsharing.org
Get in Touch w/ my Guest:
alexandra@eatmywords.com
http://www.eatmywords.com
https://www.linkedin.com/in/alexandrawatkins/
Ad colleague (Liquid I.V.):
Ready to shop better hydration, use my
special link mycuriouscolleague20 to save 20% off anything you order.
#brandnaming
#author
#consumerrelations
#CPGCX
#CPG
#podcasts
Thanks to my Ad colleague Liquid I.V. for the promo code:
Ready to shop better, use my special link mycuriouscolleague20 to save 20% off anything you order.
Thanks to my Ad colleague Liquid I.V. for the promo code:
Ready to shop better, use my special link mycuriouscolleague20 to save 20% off anything you order.
You know about Recycling, right…? but how about “UP-Cycled Ingredients”…? Listen in to a quick primer and tangible tips from my returning colleague, Susan Mayer, regarding UP-cycled Ingredients & its potential impact for food & beverage labels, Consumer Relations and ultimately your consumers. Susan will be speaking on this topic and more at this month’s @IFTFirst conference in Chicago, July 16th thru July 18th. She is a former Innovation Lead at RTI Innovation Advisers and R&D/Quality leader at several CPG companies, including Campbell Soup Company. 🔬PS. Susan is a Certified Food Scientist with tons of business application knowledge…!
Podcasts links here:
Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157
Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais
Her first episode on my podcast re: “Design Thinking” is S2 Ep21. https://podcasts.apple.com/us/podcast/s2-ep21-design-thinking-for-r-d-innovation-w-susan/id1565590157?i=1000540499216
So… thank you Susan for joining me on S4 Ep89 – Full Episode out now on the @My Curious Colleague podcast.
As always, thank you for all for your support My Curious Colleagues…!
Ad colleague (Liquid I.V.):
Ready to shop better hydration, use my special link mycuriouscolleague20 to save 20% off anything you order.
#RecycledFoodCertified #MyCuriousColleague #consumerrelations #CPGCX @clevelandkitchens @Upcycle food certified logo #caringdeeplyforyourconsumers #UpcycledIngredients
Thanks to my Ad colleague Liquid I.V. for the promo code:
Ready to shop better, use my special link mycuriouscolleague20 to save 20% off anything you order.
📢Do listen to Ep 88 to check this out...One of my favorite parts of having the My Curious Colleague 🔍 #CPGCX #CPGCX Podcast is the opportunity to glean answers from many of my guests for the following Question: "Do you have a Volunteer or Non-Profit Organization you'd like to give a "Shout Out" to"...❓
Often I hear things like... "I have so many !", Can I mention 2 or 3...?
I also hear homages to family, pets, children, parents and employer favorites - among other benefactors who inspired their choice of Shout Out orgs...!
Either way, we end up with great Shout Outs for you to learn about and check out...! Here is the compilation of those Shout Outs from many of my Guests from Season 4 of the My Curious Colleague Podcast. Take a listen...! Thanks to all my Guests for inspiring me...!
And, shout-outs to my Guests:
Andrew Begnoché
Parker Olson 🍄
Carla Baynard
Angelo Fields
Adrienne C. Valpy
Ronna Caras
Susan Walsh - The Classification Guru
Jessi Freitag
Anna Marie La Venia
Michele A. Shuster
Sheila Jones, PMP - Business Consultant and Coach
Stephanie Fritz
#MyCuriousColleague #consumerrelations #volunteering #podcasts #volunteer #nonprofits #givebacktothecommunity #podcast
🫧And rounding out this month of [REPLAYS] of episodes on the topic of RECALLs (aka "EVENTS")... is my colleague, Beth Ziff, EVP of Customer Engagement, @Premier Response... and we're talking about how she keeps her cool during a RECALL (aka EVENTS)...AND I'm continuing to celebrate active members of the CX industry group know as SOCAP International (Society of Consumer Affairs). Beth is an active OG...! Links here:
🍎Apple Podcast: https://lnkd.in/eg8CASq
🦒Spotify: https://lnkd.in/eqSQKJx
🔐Our next Double Secret Bonus Question (DSBQ) episode on the My Curious Colleague Podcast this week features my colleague Beth Ziff, EVP of Customer Engagement at Premiere Response. Yes, she's back for her DSBQ episode...!
My DSBQ to Beth is trying to find out her secret for being so “steady in a recall” (she refers to them as “high volume events” because they could be positive...so true!).
Beth reveals certain steps regarding People, Process & Platforms that guides her calmness and she believes- if followed - will guide her clients during this busy time caring for their consumers.
💜 Thank you Beth for joining me on S3 Ep59 coming out officially this Tuesday, 8/2/22, on the My Curious Colleague #podcast.
Here’s a brief video 📽snippet from Beth’s interview. So check it out – then come back here for links (in the comments) to the FULL episode of the podcast.
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Interested in sponsoring this show or podcast ads for your business? Go to https://lnkd.in/eWGayBZX and fill out the contact information so Zencastr can help you, bring your business story to life."
🎧 Podcasts I’m loving---
Definitely “Cubicle to CEO®” podcast hosted by Ellen Yin (and this month’s sponsor). Motivational + Actionable = Excellent content…!
Also, Startup CPG podcast w/host Jessi Freitag – re: upstarts and startups in CPG...so interesting
#MyCuriousColleague #Customerrelations #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumers #CPGXnMore
Here's another great REPLAY (Ep 86) related to the topic of RECALLs. In this episode, my colleagues, Jon Cox (Sr. Mgr Consumer Affairs) & Richard Wakeanda (R&D) at Blount Fine Foods episode on the @My Curious Colleague podcast. We'll talking Mock RECALLs from both Consumer Affairs AND Food Saftey/Quality's POV....AND...this month, Icontinue to celebrate my colleagues' service to the CX industry group known as SOCAP International. As you may be aware, Jon is current President of theBoard of Directors for SOCAP (Society of Consumer Affairs Professionals).
Links here:
🍎Apple Podcast: https://lnkd.in/eg8CASq
🦒Spotify: https://lnkd.in/eqSQKJx
We’re continuing ourseries chatting about the “R” word (recalls) …this time we’re zeroing in on theMock Recall process. @Jon Cox – Senior Manager, Consumer Affairs | Marketing atthe Wellness Pet Company is back to chat and he brought along his colleague RichardWakeanda (Food Safety/Quality Assurance Sr.Manager).
You might be askingyourself…”Why conduct a “Mock Recall”…? According to Richard…”Practice,Practice, Practice” is the best way to ensure a successful Live event in thefuture and a Mock recall is a great way to note any gaps in your plan.
Jon is has contributedto the Consumer Care Industry with his leadership in the SOCAP (Society ofConsumer Affairs Professionals) industry group and currently serves asPresident on @SOCAP’s Board of Directors.
Also, may I suggest yougo into the archives and check out Jon’s episode from earlier this year – It’sa great primer to today’s episode (S3 Ep35: A Recall 101 of Sorts).
💜Richard’s volunteer organization shout out goes to Feeding America https://www.feedingamerica.org/and YOUR local food bank. So important…
So… thank you Jon & Richard for joiningme on S3 Ep46 – Full Episode out NOW on the @My Curious Colleague #podcast.
⚙️Here's a great REPLAY (Ep 85) of my colleague, Christopher Drury's episode on RECALL Technology. AND...this month, I continue to celebrate mycolleagues' service to the CX industry group known as SOCAP International. Chris is President-Elect of the Board of Directors for SOCAP (Society ofConsumer Affairs Professionals).
Links here:
🍎ApplePodcast: https://lnkd.in/eg8CASq
🦒Spotify: https://lnkd.in/eqSQKJx
SUNDAY SNEAK PEEK: This week we’ve got my colleague,@Chris Drury, Director of Customer Care at Blount Fine Foods BACK on the My Curious Colleague podcast. Our conversation is 3rd in ourseries on the “R” word (yes, Recalls), BUT this time we’re focusing on the Technology side of Recalls.
THINK – Four differenttouchpoints along the Recall Communication Journey where technology can beenabled – we’re talking Traceability Reporting, Microsite Websites at theready, the benefits of Self Service/BOTs and Reporting Technology built forInternal & Regulatory usage.
Chris and I share aninterest– the love of learning AND sharing. To loosely quote Chris – “when youshare, everyone benefits.” I’m so hear for that..!
💜 So… thank you Chris for joining me on S3Ep49 coming out this Tuesday, 5.24.22, on the My Curious Colleague podcast...
MyCuriousColleague #CPGCX #podcastInterview#customerexperiencemanagement #caringdeeplyforyourconsumers
Hello My Curious Colleagues. This week on the @My Curious Colleague Podcast (Ep#84) is my colleague @Carla Baynard. Carla has over 25 years creating strategic customer care solutions for the consumer-packaged goods, food and beverage, non-profit, healthcare, and pharmaceutical industries. Currently, Carla is a Director in Client Services at @Knipper Health.
We discuss leadership and the qualities of an effective leader. Among other topics, one of the most important transferable skillsacross industries is Leadership, according to Carla.
Carla also shared some fantastic insights on what it takes to be a successful leader using an acronym she created. Are you ready for it? L-L-I-I-F-F-T-T
· “L” The first attribute of a great leader is theability to listen. Listening is crucial to understanding the needs ofyour team and clients. Learning is the second attribute. It's importantfor leaders to always seek knowledge and develop new skills. Taking the time tothink, make plans, and focus on tasks at hand is also crucial to success.
· “I” Next up, we have inspiring yourteam. A great leader should inspire their team through encouragement and positiverole modeling. Leaders also have the power to influence, so it'simportant to use that power for good and positively impact those around you.
· “F” The final two attributes are focus and fulfilling obligations. Leaders should always keep their eyes on the company's objectives and take steps to achieve them. Fulfilling promises and obligations is essential for building trust and credibility with teammembers and clients alike.
· “T” – We teach others and tell them our feedback.
Carla’s volunteer shout-out goes to the United Way, especially because they “have their tentacles in everything.” www.unitedway.org
leadership #mycuriouscolleague #CPGCX #businesspodcasts
Hello My Curious Colleagues—-It's SOCAP Sweeps Weeks...! Last week my guest was SOCAP member Stephanie Fritz of Callzilla (Ep82). And this week --As a thanks to SOCAP member Jon Cox 's leadership as CHAIRPERSON of SOCAP (Society of Consumer Affairs Professional), I've decided to post a [REPLAY] of his episode with me re: A Recall 101... of Sorts. (REPLAY is Ep 83].******🐕 My guest on the My Curious Colleague #Podcast this week is my colleague, Jon Cox – Senior Manager, Consumer Affairs | Marketing at the Wellness Pet Company. And he talks openly about a topic that may be uncomfortable 😰 for some to talk about – the “R” word. Yes, I’m referencing “R” for Recalls… 🤔 To quote Jon: “It’s not IF you’re going to have a recall, but WHEN you’ll have a recall”… And Jon chats openly on this topic and brings the details to us for a “Recall 101” on the podcast. Jon’s comments span from ones that are more expansive in scope & dollars to more simple things to remember… 👉🏻 THINK… Creatively resourcing “expanding and contracting staff”, report methodologies to consider, doc alignment, nourishment/hydration for the Team and when we’re back in the office --ensuring weekend badge access to the building…! Check out the rest in Jon’s episode (S3 Ep35) 🎧 out today. Jon is a dedicated Consumer Care Leader w/10+ years in his role and has contributed to the Consumer Care Industry with his leadership in the SOCAP International (Society of Consumer Affairs Professionals) industry group and currently serves as President on SOCAP’s Board of Directors. 💜 Jon’s volunteer organization shout out goes to House of Hope in Lowell, MA. houseofhopelowell.org So important… So… thank you Jon for joining me on S3 Ep35 – Full Episode out NOW on the My Curious Colleague podcast. and the REPLAY [Ep83]. A few Links in the comments below for your convenience…P.S. – Spotify has both the Audio and the Video available (Video via cell phone). #MyCuriousColleague #Consumercareleadership #recallevents #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumersandtheirpets #SOCAPinternational
This week on the My Curious Colleague 🔍 #CPGCX #Podcast Ep82, is my colleague Stephanie Fritz, VP of Business Development at Callzilla - The Quality-First Contact Center..!
In this episode, we’re talking about the world of Quality Management (Data Integrity...!) and how Speech Analytics and AI can help improve Customer Experience and enhance the overall Quality Management process for companies of all types and sizes.
Steph shares what the benefits are to agents and leadership and how these tools can help businesses better understand their customers. She even shares a cool case study specific to the CPG world which can be a game changer..!
There’s a brief demo of the tool from a leading speech analytics provider being shared at the end, so be sure to stick around for the entire episode…!
#awardwinning #cx #speechanalytics #BPO #callzilla #speechtotext #cpg #socapinternational #CPGCX
Hello My Curious Colleagues. this week my guest is my colleague Sheila Jones, Scientist, Food Developer & Leadership expert.
I wanted to share with you all a [REPLAY] episode this week. This episode with Beth Ziff, EVP at Premier Response topped the list of the My Curious Colleague Podcasts so a good choice. Enjoy!
Links here:
🍎Apple Podcast: https://lnkd.in/eg8CASq
🦒Spotify: https://lnkd.in/eqSQKJx***
I’ve got my colleague Beth Ziff, EVP of Customer Engagement at Premiere Response on the My Curious Colleague Podcast this week. We’re talking CX Metrics in the Contact Center. Beth made me laugh – a lot. She is a delight… no surprise to those who know this consumer care space leader…!
And she takes us thru it all…
THINK – 🌟 how & why her POV on CX Contact Center Metrics has changed 🌟what’s the metric she’s most intrigued about now 🌟 when & how’s the best way to include this metric with the others … to name just a few of the highlights. THINK: Do you use Customer Effort Score in your Operational Metrics...? HBR and Beth are asking...!
💜 Thank you Beth for joining me on S3 Ep56 coming on the My Curious Colleague #podcast.
SPONSORS:
Our sponsor Holdcom is offering all My Curious Colleague listeners a freeprofessional greeting for their contact center or business.
Click here to get yours. website https://www.holdcom.com/callcenter/.
Andthe free greeting page. https://www.holdcom.com/free-custom-greeting/#MyCuriousColleague#CPGCX #custserv #CPGindustry #consumerrelations #BusinessPodcast #startups
Hello My Curious Colleagues. This week my guest is my colleague @Ronna Caras, an Instructional Professional Trainer.
🍄Hello My Curious Colleagues.,,! This week my Guest on the My Curious Colleague 🔍 #CPGCX #podcast (S4 Ep78) is my colleague Parker Olson 🍄Founder of FORIJ – a health food brand that makes functional healthy snacks. He’s back after 6 months since the last time he was a Guest as part of our “CX Follow-Along” series.And a big Welcome Back... and thank you to our new sponsor of the podcast, Holdcom, Inc...Our sponsor Holdcom is offering all My Curious Colleague listeners a free professional greeting for their contact center or business. Click here to get yours. website https://www.holdcom.com/callcenter/And the free greeting page. https://www.holdcom.com/free-custom-greeting/🏫You can always be learning about CX / Consumer Care from Brands of ALL sizes...- which is why I’m sooo excited about our “CX Follow-Along” w/Emerging and Start-up Brands like Parker’s. Parker and I talk about updates to his Service & Consumer Engagement Strategy & Tactics. 👨🏼💻THINK: SEO (Search Engine Optimization) – applying SEO to the consumer education piece of his business ie Blog content. Per Parker - good content that answers people’s questions eventually “gain search ranking authority.”👨🏼💻THINK: Leveraging a recent Brand/Packaging refresh – to deepen consumer engagement. Parker shares: It takes “Seeing or touching or interacting with a brand 3-4 times to actually remember them and so we're trying to penetrate that and kind of cut through the noise” 👨🏼💻THINK: Deep “Surprise & Delight” - While his packaging is not prolific in the channels noted/available, Parker shares a story where I believe he was willing to go deep in response to an email he received to support a consumer and his adorable 9 year old son obsessed with the product and package…! It may appear to a Big Co CPG CX like a standard “Surprise & Delight” – but it goes much deeper than that in delivering a memorable customer experience. 👨🏼💻THINK: Exploring QR Code strategies and Next up …exploring selling product in Asia and what that consumer care/CX might look like….! 💜So thank you again, Parker. #mycuriouscolleague #cpgcx #startupbrands #businesspodcasts #cpg #customerexperience #startupcpg
🐶Hello My Curious Colleagues. This week my Guest is my colleague Lisa Diehl, Director, Consumer Care at Freshpet. A big Welcome Back to Lisa…as she chats w/me for her 3rd appearance on the My Curious Colleague 🔍 #CPGCX podcast S4 Ep77…!
A big Welcome... and thank you to our new sponsor of the podcast, HOLDCOM, Inc...And --
🆓Our sponsor Holdcom is offering all My Curious Colleague listeners a free professional greeting for their contact center or business.
Click here to get yours.website https://www.holdcom.com/callcenter/.
And the free greeting page. https://www.holdcom.com/free-custom-greeting/
🐾Lisa reflects on her new role & industry and to quote Lisa – “really got her paws wet” and dug right in.
⬆️Lisa talks about her new, expanded role as a Director and some of the adjustments she’s making such as being more of a “Guide & Coach” and head cheerleader, in addition to taking more of an aerial view & thinking more strategically to name a few.
And we talk lot abouts the Channels she’s executed to ensure her organization is in the channels where her “pet parents” are. Love that… and such a basic consumer care tenant. Lisa most recently launched a “branded” virtual assistant name “Scout”.
💜So, thank you again Lisa…!
#mycuriouscolleague #cpg #cpgcx #cx #customerexperience
⚖Hello My Curious Colleagues..! This week on the @My Curious Colleague podcast my guest is my colleague Michele Shuster, Esq., Partner, MacMurray and Shuster LLP.
Since World Consumer Rights Day which many countries around the world celebrates on March 15th is here… AND Michele being a Consumer Protection Expert, we thought we’d talk U.S. Consumer Rights past, present and future.
Our goal is to ensure you have an understanding of the Consumer Protection & Privacy rights and legislation in play --so companies and contact centers can be at the ready to comply and care for their consumers.
And thank you to our sponsor for this episode, SOCAP (society of consumer affairs professionals).. .! We appreciate your support and cutting edge resources. www.socapinternational.org
Topics include:
Brief homage to the Consumer Bill of Rights and it’s impact on today’s thinking - Did you know it was President John F. Kennedy who introduced what was eventually to be called the Consumer Bill of Rights in the early 1960’s…?
A Quick Game…I ask Michele what would she would have added to the Consumer Bill of Rights … Let’s see if you can predict Michele’s answer…and why.
👉🏻All the acronyms – FTC, CCPA, CCRA and ADP&P Act..! HINT: ADP&P stands for American Data Privacy & Protection ACT – federal level legislation being proposed.
We get granular on the Elements of Privacy that should be covered, available and supported + the 5 states that have already passed privacy laws (you know California’s CCPA…) and a look at the common threads among those states.
💜Michele’s non-profit organization shout-out goes to PACE (pace.site-ym.com), a trade association dedicated to the advancement of companies that engage w/consumers via the contact center. P.S. She’s been their General Counsel for years…
So… take a break from the action and listen in to S4 E76 with Michele Shuster available now. P.S. Better yet – subscribe or follow the My Curious Colleague Podcast on Apple Podcasts or Spotify – this way you won’t miss an episode.
Hello My Curious Colleagues…! This week on the 75th episode of the @my curious colleague podcast my guest is my colleague, Leslie O'Flahavan, Owner of @E-Write, LLC. Leslie O is a “Plain Language Expert” and has a wonderful understanding of the needs of today’s contact center when it comes to communication and writing skills, among other industries.
🤔 Think: ChatGPT (so hot of a topic! Don’t worry – it doesn’t get too techy) and other musings on AI (artificial intelligence) (is it a contributor or source of frustration) around the experience and her thoughts on the current Employee Experience/EX for Agents.
In addition, Leslie shares how those new to the workforces’ PERSONAL communication habits could potentially impact their skillset and/or motivation to support certain channel à the good news is ---- writing/communications can be taught to willing and eager students.
Leslie’s a super savvy businessperson and a lot of fun…so was open when I suggested at the last minute that a mutual colleague @neal topf pops in on the podcast. The goal was to have a light debate/healthy sharing of POV’s around the definition of “CX”, if there’s one we even all agree on and how CX is different in perceptions of Customer Service or even Consumer Affairs/Care. Even I came in hot on this topic..!
💜So… thank you Leslie for joining me on S4 Ep75 coming out this Tuesday, 3/7/23 on the @My Curious Colleague podcast...!
#MyCuriousColleague #ConsumerCareWriting #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumers
This week on S4 E74, my guest is my colleague - the self-proclaimed "Classification Guru" - Susan Walsh. She's from "across the pond" and is uber cheeky on LinkedIn while getting her point across (think: lip-syncing, boas and cardboard cut outs..!)One aspect of Data Integrity we both agreed on is that no matter what the industry, "dirty data" must be addressed to minimize numerous impacts downstream. Susan takes us thru her handy acronym C.O.A.T. which serves as a checklist to keep in mind when it comes to ultimately building trust around the use of your data. So do listen out for those elements she shares.!! And Susan shares tips on how you can clean your data using scrappy basic Excel as your tool...and she shares the higher-end tool her team uses to clean data. Her team has cleaned and classified data for many large organizations we've heard of -- but she can't share with us...!Susan's non-profit organization shout-out goes to the Royal National Lifeboat Institute (www.RNLI.org) which is at the ready to provide safety & assistance 24/7 in the event of peril at sea.Susan's an original and savvy businesswoman. Thanks again, Susan!#mycuriouscolleague #CPGCX #theclassificationguru #customerservice
This week my guest is my Colleague, Craig Antonucci who is back on the podcast for his DSBQ (Double Secret Bonus Question).
Welcome my colleague Adrienne C. Valpyto the My Curious Colleague 🔍 #CPGCX Podcast…!In S4 E72, I talk with Adrienne Valpy, a former Social Media Consumer Care in the Consumer Relations space. She’s currently Senior Marketing Manager at Avantive Solutions.In my humble opinion, Adrienne is a “Pioneer” in the Social Media Consumer Care space digging in, learning along the way and honing her Best Practices. She shares her thoughts on Hiring tips (THINK: How is writing skill set different in the Social Media Space), scrappy/cost efficient ways to monitor branded SM channels- some even free…!, among other tips and Best Practices.📃We also talk about the often considered dirty word – DOCUMENTATION – and how planning and documenting the ways forward in the event of a situation to Protect Brand Reputation or in support of Crisis Situation is the Key to Success.Adrienne’s volunteer organization shout-out goes to www.realpurpose.org - a nonprofit that gives back to people and local organizations who may be going through temporary times and need some help.Also, follow Adrienne’s personal account for book lovers of fiction & nonfiction: @Read.Gram.Repeat.Do take a listen to Adrienne's episode now...! Links in the comment section.#MyCuriousColleague #CPGCX #custserv #CPGindustry #socialmediacustomerservice #consumerengagement #consumerrelations #BusinessPodcast #startups
This week on S4 E71 of the My Curious Colleague podcast my guest is my colleague, Anna Marie LaVenia, General Manager of Consumer Care - the Emerson Group.
Anna Marie and her colleagues embraced the concept of Employee Experience even before “EX” was an acronym on LinkedIn – THINK 15 years ago. She credits the company’s owner and her BPO partners for supporting their mission to make all employees, including Agents, feel like… “this is the best place to work.”
She was also kind enough to help me understand the org structure of the Emerson Group – they provide much more in addition to customer service support for their brand partners. And we get into what their tagline… “a consumer equity organization” means and the benefit this framework provides.
I’ll share link to the episode later in the comments for your convenience!
💜Anna Marie’s non-profit shout out goes to A Kid Again - www.aKidAgain.org - which creates adventures for seriously ill children.
· Connect with Anna Marie on LinkedIn where she’s active posting and spreading Kindness this year. I can get behind that…!
#mycuriouscolleague #CPGCX #startups #CPG #businesspodcast #EmployeeExperience #socapinternational #customerservice #consumercare
This week on S4 E70 of the My Curious Colleague podcast my guest is my colleague, Jessi Freitag, @Startup CPG Podcast Host & Operations Consultant.
Jessi has pieced together quite a career and we get into what's she's heard about consumer care for Emerging Brands in the @Startup CPG Slack community, as well as from her experience as one of the first hires at a CPG (LivBar).
⚡On the Productivity front (another passion of hers), Jessi shares her thoughts on the topics consumer care folks might consider to keep energy AND empathy high.
🪙Jessi is a treasure trove of knowledge and we're sharing the scoop on Consumer care and Community building ideas and highlight several brands including: @Aura Bora, Nopales, Liquid Death, Oat Haus, FORIJ, Cleveland Kitchen.
A real aha…! for me was when Jessi talks how Consumer Care & Affiliate Care can share the same space – which is to ultimately to care for your consumers and build brand advocates. Link to the episode in the comments for your convenience!
💜Jessi's non- profit shout out goes to the Trevor Project www.theTrevorProject.org which provides support services for LGBTQ teens to prevent suicide.
· Connect with Jessi on LinkedIn or at www.jessifreitag.com
· Join the Startup CPG Slack community - it's Free! www.startupcpg.com
· Check out Boyle Brands
#mycuriouscolleague #startupcpg #CPGCX #CPG #businesspodcast
We’re talkin’ Philly suburbs (my hometown), along with Food Marketing/CPGCX (some of my favorites) in this week’s episode with Jim Partner.
My guest is my colleague @James Partner. AKA Professor Partner who teaches Food Marketing Research at @St. Josephs University in Philadelphia, as well as owns a consulting practice.
We chat about the uber importance of understanding consumer behavior today, qualitative methodologies and how they may have evolved/are evolving in the past few years – as well as debate the importance of communities as an emerging research tool.
Jim also weighs in on whether he considers feedback that comes in through Consumer Care/Customer Relations as Qualitative… or Quantitative. Plus he speaks his mind on the value of the Consumer Care function to the consumers they care for plus the value to Brand Management.
So thank you Jim for your time and your expertise…!
Check out Jim's consulting practice: marketingresearchwithpartner.com
Learn more about St. Joe's Food Marketing degrees here: www.sju.edu
CPGCX #CaringDeeplyForYourConsumers #businesspodcast
My colleague this week is @Andy Begnoche, Director of Operations at @HOLDCOM ---a Production Studio w/Voice Talent Capabilities. Andy is back for his DSBQ (Double Secret Bonus Question) here on the @My Curious Colleague #CPGCX S4 E68 podcast.
Today's episode is brief but impactful as Andy shares what considerations should be made as you're planning a Project Timeline & Inputs for a Re-Branding (or Launch) of an IVR/Interactive Voice Response.
He likens the IVR as "like a middle child" (which I am!) - "a little bit forgotten". But - oh, so important for your consumers or patients.
Andy’s advice includes scripting guidance that helps you get out of your own head and into the listeners’ + how much time to consider for the project (1 size does not fit all), who typically provides/writes the Prompts (press 1 etc) and who on the business owns the tech.
Thanks again Andy for your guidance and your support…!
PS His previous episode S4 E63 was a chart topper with our colleagues...so happy to have him back! Do check that one (S4 E63) out as well.
healthcareTech #CPGTechStack #CPGCX #CaringDeeplyForYourConsumers #patientcare
My colleague, @Angelo Fields, VP of Marketing - @Cleveland Kitchen has gone from delicious Philly Cheesesteaks to fantastic fermented foods full of probiotics such as sauerkraut, kimchi, pickles & salad dressings…and loving every bite…!
While Angelo is fairly new to his role – about 4 months now, we chatted about where Consumer Care is currently for @Cleveland Kitchen and where it may be headed.
NOTE: there’s no judging here…! We always can be learning, especially thru Ahas! from Brands regardless which stage they’re in.
Angelo’s non-profit organization shout out goes to the Evan Scholar Foundation, a program that awards scholarships to golf caddies. www.wgaesf.org
So do tune in to my fellow Philly friend AND Cleveland transplant on Tuesday, 1/10/23 – to listen in to my conversation on the @My Curious Colleague #podcastS4 E67 with Angelo Fields.
When this S4E67 episode airs on your podcast players with Angelo Fields, VP of Marketing...do post a screen shot of the episode + comment here for a chance to win local Cleveland Kitchen swag...!
MyCuriousColleague #Customerrelations #CPGCX #caringdeeplyforyourconsumers #podcasts
Gather your folks -- Marketing, Product Development and QA Team to UNDERSTAND first when assessing Consumer Complaints.
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The DSBQ episode is Back…and my colleague, Parker Olson 🍄 , Founder, Forij is curious what I’ve got for him. DSBQ stands for Double Secret Bonus Question and it’s my question that I’ve customized just for my guest.
With a nod to where I grew up – Philly – I ask Parker for any advice he might have for an Emerging Brand attending Natural Products Expo East for the first time.
Of course Parker’s super chill with his guidance. First – he sets the scene (I’m loosely quoting) – “you have no booth, you happen to get a ticket from someone (essentially crashing) and you haven’t mapped out the floor as to which brands/buyers are there – But you make a go of it.”
Listen to his video snippet below for more… And do listen to the full Parker Olson DSBQ episode published this week, on Tuesday 10/25/22 (S4 Ep65) on all your favorite podcast players. P.S. there is a 🎤 mic drop moment for me in the episode that we can all learn from.
Thanks again Parker ! and Thanks to all of you in the ~ My Curious Colleague Community for your support.
mycuriouscolleague #cpgcx #caringDeeplyForYourConsumers #customerrelations
Support this podcast: https://anchor.fm/denise-venneri/support
If I had to summarize my colleague, Parker Olson 's 🍄 guidance for Consumer Care for Emerging Brands… it would be “Always be Listening…” (ABL).
My guest on the My Curious Colleague podcast this week is my colleague, Parker Olson 🍄, Founder of Forij - a functional food company started in 2020…And Parker has an instinctive feel for how to care for consumers, especially in those early days.
🛹 Parker kicks-off my new series featuring Consumer Care and Emerging Brands. I’m really grateful for his time and his willingness to be my first brand that I hope to follow along on their Consumer Care journey (right now he is the Consumer Care Team…!) – and have him back on the podcast next year to share his journey with all of us.
We always can be learning, especially thru A-has! from Brands in their early stages…
⌚ So simonize your watches for this Tuesday, 10/18/22 – to listen in to my conversation with Parker on the My Curious Colleague • CPGCX & More #podcast (S4 E64).
#mycuriouscolleague #Customerrelations #startupbrands #CPGCX #caringdeeplyforyourconsumers #CPGXnMore
This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app
Support this podcast: https://anchor.fm/denise-venneri/support
On Tuesday, 10/11/22 - you're in for a great episode on the My Curious Colleague podcast whereby my colleague, Andrew Begnoché of Holdcomshares why he thinks IVRs (Interactive Voice Response) are not dead... AND... later proceeds to aptly, oddly enough, compares IVR's to Cher. (PS you'll need to listen at the end where he explains this comparison).
There's ideas that you can consider TODAY to ensure your IVR is relevant, eye opening Near-Term IVR news that your software may have now but just not enabled... AND... finally, I get to understand what Web 3.0 is and how it might look like in our industry in the Future (check out snippet here to listen in for a peek).
I'd like to think I ask Andy the types of questions - digging into the details & clarifications - you'd ask (but I probably asked a few more..).
Either way, there's plenty of Ahas! in this episode for everyone. So do check out S4 Ep63 of the My Curious Colleague • CPGCX & More #podcast with my colleague, Andy Begnoche.
This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app
Support this podcast: https://anchor.fm/denise-venneri/support
Hello My Curious Colleagues…! Jumping in with a brief solo podcast episode this week (S4 E62).
I share what you can expect in Season 4 of the My Curious Colleague • CPGCX & More podcast which includes an ancillary/new focus, a quick update on my family and my health journey PLUS what’s the latest with the new media product I’m developing and teased out here this summer.
So thanks again for your support !
Support this podcast: https://anchor.fm/denise-venneri/support
Technically this is Maxine Weber's DOUBLE, DOUBLE Secret Bonus Question (DDSBQ). Maxine is a Former CX leader and Director of Marketing, Nutraceuticals at Ashland . You may remember her from her last episode: S3 Ep55 Impact of a Consumer Affairs role can Have on one's Career Journey.
She spills the tea on how she approached the employee experience for her Contact Center front line folks resulting in the lowest attrition rates per program for her BPO. HINT: Max was ahead of her time in truly embracing work/life balance much before hybrid work became common place. And, she explains the reason behind her long time experience in Food & Beverage, across B to C and now a B to B organization.
Thanks Max! and Thanks to you all for Listening and Supporting the My Curious Colleague -the Podcast.
Support this podcast: https://anchor.fm/denise-venneri/support
My Curious Colleague, the PODCAST, is back for Season 4...! I'm kicking off Season 4 with my colleague, Jane Freiman, - Owner, Smart Kitchen Insights. She shares Home & Kitchen Trends she's been tracking. You may remember her from Episode #28 (Dec 2021) when she was on the podcast and is back to update us on some of those trends PLUS share some new ones. I love this idea of keeping our listeners close to trends which may trickle down to impact the Consumer and -- ultimately impact the Consumer Care function. Thanks for listening...!
CPGCX #caringDeeplyForYourConsumers #MyCuriousColleague
This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app
Support this podcast: https://anchor.fm/denise-venneri/support
Our next Double Secret Bonus Question (DSBQ) episode on the My Curious Colleague Podcast this week features my colleague @Beth Ziff, EVP of Customer Engagement at Premiere Response.
My DSBQ to Beth is trying to find out her secret for being so effortlessly “steady in a recall” (she refers to them as “high volume events” because they could be positive...so true!).
Beth reveals certain steps regarding People, Process & Platforms that guides her calmness and she believes- if followed- will guide her clients during this busy time caring for their consumers.
💜 Thank you Beth for joining me on S3 Ep59 coming out officially this Tuesday, 8/2/22, on the My Curious Colleague #podcast.
💲Spread the Wealth Corner: Want to use the best income growth strategies from top entrepreneurs and CEOs, including Ellen herself? You can binge listen to past income reports on Cubicle to CEO today PLUS receive free access to “your first $10K month” Masterclass and a BONUS Workbook by going to our special link https://zen.ai/curiousceo
Interested in sponsoring this show or podcast ads for your business? Go to https://zen.ai/mycuriouscolleague1 and fill out the contact information so Zencastr can help you, bring your business story to life."
🎧Podcasts I’m loving---
Definitely “Cubicle to CEO®” podcast hosted by Ellen Yin (and this month’s sponsor). Motivational + Actionable = Excellent content…!
Also, Startup CPG podcast w/host @Jessi Freitag – re: Upstarts and startups in CPG
MyCuriousColleague #Customerrelations #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumers #CPGXnMore
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Say hello to S3 Ep58 of the My Curious Colleague podcast with my guest, @Craig Antonucci, Chief Experience Officer (CXO) at AutoCar Trucks. After many years on the BPO/vendor side. Craig found himself in 2021 with an opportunity that he couldn’t refuse – and made the move over to the “Client side” as well as made the move to Birmingham, Alabama by way of NJ! We talked about AutoCar Truck’s business model – which is a little complex – production of customized vehicles/fleets and providing customized experience consistently across his customers. And we chatted about how Craig gleaned his understanding of the CPG world from our industry group colleagues and how that is influencing his approach to his customer experience strategy. So, do listen in to S3 Ep58 wherever you get your podcasts. Thank you Craig…! 📣 💲 Spread the Wealth Corner: Interested in sponsoring this show or podcast ads for your business? Go to https://lnkd.in/eWGayBZX and fill out the contact information so Zencastr can help you, bring your business story to life."
Want to use the best income growth strategies from top entrepreneurs and CEOs, including Ellen herself? You can binge listen to past income reports on Cubicle to CEO today PLUS receive free access to “your first $10K month” Masterclass and a BONUS Workbook by going to our special link https://zen.ai/curiousceo 🎧 Podcasts I’m loving-- The @Cubicle to CEO podcast hosted by Ellen Yin (and this month’s sponsor). Motivational + Actionable = 🧡 @Startup CPG Podcast w/ host @Jessi Freitas - talks about CPG start-ups mostly in the F&B space
MyCuriousColleague #customerexperiencestrategy #CPGCXnMore #CPGCX #caringdeeplyforyourconsumers
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This week my guest is my colleague @Andy Greenawalt, CEO and Co-Founder at the start-up Storyhub.ai. We share an interest in finding insights lurking in consumer data. His start-up is focused on “helping mission driven DTC companies”.
I ask Andy why Story Telling is an ideal way to communicate findings and the why behind his focus on DTC orgs (vs. say… large classic CPG organizations). While Storyhub is considered a start-up, I did get probe for you to get a sense of the vision and approach to disparate data pieces that his team is building. So... check out S3 Ep 57 of the My Curious Colleague #podcast with Andy available on Tuesday. 📣 💲 Spread the Wealth Corner: Interested in sponsoring this show or podcast ads for your business? Go to https://zen.ai/mycuriouscolleague1 and fill out the contact information so Zencastr can help you, bring your business story to life." Want to use the best income growth strategies from top entrepreneurs and CEOs, including Ellen herself? You can binge listen to past income reports on Cubicle to CEO today PLUS receive free access to “your first $10K month” Masterclass and a BONUS Workbook by going to our special link https://zen.ai/curiousceo 🎧 Podcasts I’m loving--- Definitely still the “Cubicle to CEO®” podcast hosted by Ellen Yin (and this month’s sponsor). Motivational + Actionable = 🧡 Plus, @The Spoon Podcast with host @Michael Wolf. Food future/tech… Also, Remarkable Retail Podcast – hosts @Steve Dennis w/Michael LeBlanc. Both Canadian and US markets discussed...
mycuriouscolleague #cpgcx #caringDeeplyForYourConsumers
Support this podcast: https://anchor.fm/denise-venneri/support
I’ve got my colleague @Beth Ziff, EVP of Customer Engagement at Premiere Response on the My Curious Colleague Podcast this week. We’re talking CX Metrics in the Contact Center. Beth made me laugh – a lot. She is a delight… no surprise to those who know this consumer care space leader…!
And she takes us thru it all…
THINK – 🌟 how & why her POV on CX Contact Center Metrics has changed 🌟what’s the metric she’s most intrigued about now 🌟 when & how’s the best way to include this metric with the others … to name just a few of the highlights
💜 Thank you Beth for joining me on S3 Ep56 coming on the My Curious Colleague #podcast. ------------------------------------------------------------------>
💲Spread the Wealth Corner: Want to use the best income growth strategies from top entrepreneurs and CEOs, including Ellen herself? You can binge listen to past income reports on Cubicle to CEO today PLUS receive free access to “your first $10K month” Masterclass and a BONUS Workbook by going to our special link: https://zen.ai/curiousceo
Interested in sponsoring this show or podcast ads for your business? Go to: https://zen.ai/mycuriouscolleague1 and fill out the contact information so Zencastr can help you, bring your business story to life."
BetterHelp.com – Free week of therapy available with a promo code I’d like to share – just DM me. (Yes…! – I’m using this for therapy & glad I did)
🎧Podcasts I’m loving---
Definitely “Cubicle to CEO®” hosted by Ellen Yin (and this month’s sponsor). Motivational + Actionable = Excellent content…!
Also, Remarkable Retail Podcast – hosts Steve Dennis w/Michael LeBlanc. They talk both Canadian and US markets...I
#MyCuriousColleague #Customerrelations #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumers #CPGXnMore
Support this podcast: https://anchor.fm/denise-venneri/support
✨My colleague Maxine Weber, Director of Marketing, Nutraceuticals at Ashland is a fabulous addition to my series on “How a stint in Consumer Affairs impacted one’s career journey”
In between deep CPG Marketing and now B to B Marketing, Maxine had the unique opportunity to lead -at the same time- both Consumer Affairs & Regulatory Affairs. And led she did…!
🤔 THINK: what’s she leveraged from her consumer affairs experience into her more recent roles – some will surprise you, the reason behind her career focus on Food & Beverages (I’m obsessed w/F&B too…!) and why she delved head first into a Consume Affairs industry group (both positive & kinda funny lessons learned). So... check out S3 Ep 55 of the My Curious Colleague #podcast with Maxine 📣 💲 Spread the Wealth Corner: Want to use the best income growth strategies from top entrepreneurs and CEOs, including Ellen herself? You can binge listen to past income reports on Cubicle to CEO today PLUS receive free access to “your first $10K month” Masterclass and a BONUS Workbook by going to our special link https://zen.ai/curiousceo Interested in sponsoring this show or podcast ads for your business? Go to https://zen.ai/mycuriouscolleague1 and fill out the contact information so Zencastr can help you, bring your business story to life." BetterHelp.com – Free week of therapy available with a promo code I’d like to share – just DM me. (Yes…! – I’m using this for therapy & glad I did)
🎧 Podcasts I’m loving--- Definitely “Cubicle to CEO®” hosted by Ellen Yin (and this month’s sponsor). Motivational + Actionable = 🧡 Also, Remarkable Retail Podcast – hosts Steve Dennis w/Michael LeBlanc. Both Canadian and US markets...
#mycuriouscolleague #cpgcx #caringDeeplyForYourConsumers #leadership #career
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🏄🏼♂️ Have you met my DOUBLE SECRET BONUS QUESTION (DSBQ) 🔐episodes on the My Curious Colleague podcast…? Something new I’ve started where I get a chance to go a little off Full Episode topic and ask questions that my guests have a unique POV on…
Listen to S3 Ep54 with Tom Asher, VP of Customer Support at Twist Bioscience who joins me for the DSBQ. We dig into his non-corporate journey to “finding” Consumer/Customer Care as a profession.
🌲 Okay…this guy is drawn to cutting edge organizations that were ahead of their time such as hemp/sustainable clothing and early “e-commerce” (think: catalogues) to name a few.
💜Also, he was ahead of time with embracing the notion of “Operationalizing Love” as a Leadership style (frankly, I think he may have coined the phrase, but he’s non-pulsed when I try share that accolade w/him).
So listen in to S3 Ep 54 of the My Curious Colleague #podcast DSBQ w/Tom Asher. Brief snippet below for your listening. Thanks Tom...!
💰 SPREADING THE WEALTH SECTION: New Podcasts I’m loving right now: “Cubicle to CEO” (inspiration & business building) and “3 Squares” (food industry) FREE Cubicle to CEO materials to check out: Want to use the best income growth strategies from top entrepreneurs and CEOs, including Ellen herself? You can binge listen to past income reports on Cubicle to CEO today PLUS receive free access to “your first $10K month” Masterclass and a BONUS Workbook by going to our special link, https://zen.ai/curiousceo
MyCuriousColleague #CPGCX #Leadership Cubicle to CEO® #3SquaresPodcast #CPGCXnMore
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Long time colleague and Consumer Care/Support Leader - @Tom Asher - joins me as a delightful addition to my series on "How Direct Experience in Consumer Relations Can Impact one's Career Journey." Tom's serving his team at Twist Bioscience as VP of Customer Support.
THINK:
- Tips on what Tom leveraged from his stint leading Levi Strauss' Consumer Care Team into his later career roles...(HINT: Servant Leadership is part of the mix..)
- The Big Lesson learned about himself from a rotational assignment he accepted
- What's the one piece of advice Tom requests being included in writing in your next job offer
So listen in to S3 Ep 53 of the My Curious Colleague Podcast. Thanks Tom...!
P.S. ...And THANK YOU to again to our new SPONSOR this month -- Cubicle to CEO led by Ellen Yin:
Want to use the best income growth strategies from top entrepreneurs and CEOs, including Ellen herself? You can binge listen to past income reports on Cubicle to CEO today PLUS receive free access to “your first $10K month” Masterclass and a BONUS Workbook by going to our special link, https://zen.ai/curiousceo
#MyCuriousColleague #CPGCX #Leadership
Support this podcast: https://anchor.fm/denise-venneri/support
We've got another Double Secret Bonus Question for you... In this episode, I ask Neal Topf, President of Callzilla (BPO) the following: DOUBLE SECRET BONUS QUESTION: How can you be a Good Business Partner...One that leads to a productive relationship for the vendor, client and ultimately --- our consumers. Neal is dropping gems -- three gems to be exact. So listen in. Thanks Neal...! And THANK YOU to our new SPONSOR: Want to use the best income growth strategies from top entrepreneurs and CEOs, including Ellen herself? You can binge listen to past income reports on Cubicle to CEO today PLUS receive free access to “your first $10K month” Masterclass and a BONUS Workbook by going to our special link, https://zen.ai/curiousceo
Support this podcast: https://anchor.fm/denise-venneri/support
We've got a Double Secret Bonus Question Episode for you this week with my colleague, @Chris Drury of Blount Find Foods. I ask Chris to share the scoop on his upcoming speaking gig. Chris shares that AND a funny story i know you'll enjoy.
Thanks Chris...!
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💛 In the spirit of giving back, I continue to ask my guests which organizations they'd want to give a Volunteer Shout-out to. What they all had in common are that they were volunteer organizations my guests had a lot of heart 💜 for.
Please join me in reviewing the My Curious Colleaguepodcast compilation of Season 3 Volunteer Org Shout Outs in the FULL Episode (S3 Ep50)
And… thank you to the following for their time and sharing of their talent as guests on Season 3 of the My Curious Colleague #podcast…!
@richard wakeanda Tara Pasquin Bischoff Lisa Diehl Marie Shubin Dan Gingiss Brian Schalk Christopher Drury Helen Horsham-Bertels (she, her) Neal Topf Steve Sedlak Krystle Dowling Marie Shubin Fiona Brown Jon Cox Jeanne Jones
#MyCuriousColleague #podcastinterviews #customerexperience #CPGCX #caringdeeplyforyourconsumers #volunteershoutouts #givingback
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⚙SUNDAY SNEAK PEEK: This week we’ve got my colleague, Christopher Drury, Director of Customer Care at Blount Fine Foods BACK on the My Curious Colleague podcast. Our conversation is 3rd in our series on the “R” word (yes, Recalls..), BUT this time we’re focusing on the Technology side of Recalls.
🤔THINK – Four different touchpoints along the Recall Communication Journey where technology can be enabled – we’re talking:
✔Traceability Reporting
✔Disabled Microsite Websites at the ready
✔The benefits of Self Service/BOTs
✔Reporting Technology built for Internal & Regulatory usage
Chris and I share an interest– the love of learning 👨🏼🎓 AND sharing. To loosely quote Chris – “when you share, everyone benefits.” I’m so hear for that..!
💜 So… thank you Chris for joining me on S3 Ep49 on the My Curious Colleague podcast...
#MyCuriousColleague #CPGCX #podcastInterview #customerexperiencemanagement #caringdeeplyforyourconsumers
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💦SUNDAY SNEAK PEEK: On this steamy 85 degree Sunday in Cleveland, I thought I'd share a refreshing Redux of my episode with my colleague Krystle Dowling, who I was lucky enough to have worked with back when... Enjoy...!
I’m kicking off a new series this week where I’ll be focusing on guests’ sharing how their direct experience working in the Consumer Care function impacted their career path and perspectives of consumers.
My guest is my colleague, Krystle Dowling, Sr. Consultant-Consumer Insights. Krystle & I worked together in Consumer Affairs at Campbell Soup where Krystle was a Sr. Analyst on our Reporting Team and we all benefitted from her penchant for “finding opportunities” and impacting the marketplace.
💜 She has since gone on to continue to broaden her industry knowledge and deepen her consumer insights expertise. So… thank you Krystle for joining me on S3 Ep33 on the My Curious Colleague podcast...
Here’s a brief video snippet from Krystle’s interview. So check it out – then come back here for links (in the comments) to the FULL episode of the podcast.
#MyCuriousColleague #consumerinsights #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumers
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⛳SUNDAY SNEAK PEEK...! This week I talk with my colleague, Neal Topf…He’s a BPO owner, self-titled Iconoclast & Existentialist, and now! a first time published co-author…! On Tuesday I'll be posting S3 Ep47 of the My Curious Colleague podcast with Neal – President, Callzilla.
📚Neal is a Chapter contributor to the book titled “Customer Experience4”. His chapter is called “Fireside Chats – What Customer Experience Podcasting Can Teach Us.”
We chat about how he got “tapped” to contribute, his experience sitting down & actually writing for the book (sounds tough!) and explains his intent with some of the nuggets you can expect from his Chapter...
🤔THINK: Why he feels empathy might be… “cute” (I was a bit shocked by that one… but hear him out), what the 2020 Rage Study can teach us, and his thoughts for the reader about the future of CX.
So, come back here on Tuesday 5/10/22 to listen in on S3 Ep47 wherever you get your #podcasts.
#MyCuriousColleague #CustomerExperience4 #CX4 #customerservice #CPGCX Shout-outs to: John Goodman Paul Catherall #remarkableretailpodcast Andrew Priestley@naaem
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In the spirit this week of my colleague @Dan Gingiss taking the stage to Keynote at the "SOCAP Symposium: Emerging Horizons" -- I thought I'd re-share my Book Opening of Dan Gingiss' latest book: Experience Maker: Creating Remarkable Experiences your Customers Can't Wait to Share"... PS: Exclusive offer created for us by Dan is mentioned in the podcast and below... Enjoy!
I got something in the mail I want to share with you… It’s the new book by my colleague Dan Gingiss. In Episode #11 Redux (Bonus) of the My Curious Colleague Podcast, I literally open the package I received with Dan’s latest book titled “The Experience Maker”. If you stick around during this brief snippet, I’ll give you a sneak peek of & chat about the Table of Contents and what you can expect…! And P.S. he dedicated the book to YOU…! At the end of this brief episode, I share an exclusive offer Dan created for our Community. 50% off Dan's interactive Master Class titled the Experience Maker Master Class. Use promo code: CURIOUS at check-out.
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⭐SUNDAY SNEAK PEEK: My guest this week is my colleague Jon Cox…and he’s Back! but this time he brought a friend - - his colleague Richard Wakeanda (Food Safety/QA Leader). And we’re talking “Mock Recalls”.
So interesting to get the QA perspective AND the Consumer Affairs POV. These 2 colleagues allow me to get into the details – which you know I love.
🤔THINK –
✔Reasons to conduct a Mock Recall (they’re not universally mandatory)
✔Best Practices galore re: Steps to INITIATE & EXECUTE a Mock Recall
✔Checklist of sorts on what gets done & what doesn’t in a Mock Recall (vs. an actual Event).
You may remember Jon from S3 Ep35 on the My Curious Colleague #podcast when he bravely spoke to me about the “R” word – yes, Recalls. Jon is Sr. Manager, Consumer Affairs | Marketing at the Wellness Pet Company. Link to this great primer here: (https://podcasts.apple.com/us/podcast/s3-ep35-a-recall-101-of-sorts-w-jon-cox-sr/id1565590157?i=10005504309
Jon currently serves as @SOCAP International Chairperson. He’ll be at the SOCAP Symposium in 🌴 Phoenix, AZ - May 1st thru 3rd, 2022 – do say hello.
💜 So… thank you Jon and Richard for joining me on S3 Ep46
#MyCuriousColleague #customerrelations #mockrecalls #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumersandtheirpets #SOCAPinternational
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This Tuesday, 4/19/22, my guest on the My Curious Colleague #podcast is author & keynote speaker Dan Gingiss - The Experience Maker. We chat about this little gem: Dan will be taking the stage for the 1st time at the SOCAP International (Society of Consumer Affairs Professionals) Symposium as the Keynote Speaker on Monday, 5/2 at The Wigwam Resort in Phoenix, AZ. ---> About 4 minutes in, you’ll hear about an exclusive offer Dan has for our community: For his interactive course - The Experience Maker Master Class Dan is offering an exclusive 50% discount with the coupon code CURIOUS. Just go to the link here and use the coupon code CURIOUS: https://dangingiss.com/the-experience-maker-register/ I try to get the details/sneak peek of his content for you for the Symposium -- he’ll talk about his latest book “The Customer Experience Maker: How to create remarkable experience that customers can’t wait to share”* with stories and examples to get you thinking about your organization… AND, there's more… ...He weaves in his tips & guidance from his other book “Winning at Social Customer Care: How top brands create engaging experiences on social media” which is uber relevant to Consumer Care Professionals. Doing “a lot of speaking” is what Dan loves and is passionate about. He really “loves to inspire people and teams” which is perfect because Dan is the Key Note Speaker and as we discuss -that energy & excitement he builds will help set the tone for the Symposium…!
MyCuriousColleague #DigitalMarketing #CustomerRelations #CPGCX #SOCAPInternational
SOCAPStrong #TheExperienceMaker
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⚾ SUNDAY SNEEK PEEK...! Hello My Curious Colleagues. This week on the My Curious Colleague podcast, my guest will be my colleague, Tara Pasquin Bischoff. You may know her as a long time fixture and contributor to the Consumer Care Industry.
Tara is part of my series on - - "What the impact of direct Consumer Care experience has on one's career journey." And Tara brings the INSPO.
She is currently a brand new (pun intended) Associate Brand Manager at Ricola USA joining the company at the end of 2021.
🤹♀️We chat about many things...including how Tara refers to the types of things she's responsible for - ANSWER: "the kitchen sink" - as her new role & size of her company offers the opportunity to get involved in many varied tasks. Love that...!
💜So thank you Tara for being transparent and inspirational in S3 Ep 44 of the My Curious Colleague #podcast...!
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Welcome to S3 Ep43 of the My Curious Colleague podcast with “A Book Opening” to which my colleague, @Neal Topf – President, Callzilla is a Chapter co-contributor.
The book is titled “Customer Experience4” and its Editors are @Naeem Arif and @Andrew Priestley.
🎇What’s exciting about this latest book in the #CX series is that Neal is now a first time published author…which he can add to his roles of senior leader and a fellow podcaster..! His chapter is called “Fireside Chats – What Customer Experience Podcasting Can Teach Us”
So, do listen in on “A Book Opening” (S3 Ep43) wherever you get your #podcasts.
🤞🏼Maybe, just maybe if we’re lucky… Neal will come on the My Curious Colleague podcast to tell us more about his experience writing for the book and chat with us about his Chapter... (HINT: it’s happening…!!)
#MyCuriousColleague #CustomerExperience4 #CX4 #customerengagement #CPGCX @Paul Catherall
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My guest this week on the My Curious Colleague podcast is my colleague, Brian Schalk. We talk about his various Consumer Care roles in the CPG industry including his current stint as Global Consumer Care Director at General Mills. Among other topics, we went deep into chatting about his Leadership Style and got granular with his approach that you could leverage for both a new & a seasoned team member. This man is a true “student” of the development of people. Love it…! So…be sure to listen to Brian’s FULL podcast episode… Brian’s a savvy businessman and he made me laugh…a lot.
Join our Community at My Curious Colleague at our company page here: https://www.linkedin.com/company/my-curious-colleague Check out our current Book Giveaway opportunity: https://www.linkedin.com/company/my-curious-colleague. Follow at iTunes.com/MyCuriousColleague Twitter: @MCColleague
MyCuriousColleague #leadership #customerservice #CPGCX #CPGindustry #customerrelations #caringdeeplyforyourconsumers #podcasts
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🏀 SUNDAY SNEAK PEEK… This week I’m chatting with my colleague – Steve Sedlak– about his experience over the years as a Customer Service Leader. He’s super chill but watch out… as he drops the gems for us in this one…!
We talk about:
💎 His Top 4 lessons learned across CPG, travel & airline industries
💎 What he misses most now that he’s in retirement
💎 AND…what His approach is to Complaint Management
💜 So… thank you Steve for joining me on S3 Ep41
#MyCuriousColleague #CX #customerexperience #CPGCX #caringdeeplyforyourconsumers #SOCAPInternational #customerservice CXRetired
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My colleague, Fiona Brown CEO, at SOCAP Australiajoins Leaders Marie Shubin and Jon Cox of SOCAP InternationalUSA on this week's podcast. SOCAP stands for the Society of Consumer Affairs Professionals.
Did you know it was President John F. Kennedy who introduced what was eventually to be called the Consumer Bill of Rights in the early 1960’s…?
👉🏻 We talk Consumer Rights, Digital Age impacts and the similarities and differences across these 2 trade/industry groups...
PLUS we talk World Consumer Rights Day which Australia & others around the world celebrates on March 15th.
Thanks so much to these 2 organizations for sharing & collaborating...!
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PART 2 of my conversation with my colleague Jeanne Jones is ready to go... So, do take a listen to S3 Ep39 of the My Curious Colleague Podcast...!
⭐ Jeanne has pretty much done it all - CX Operations Leader for several decades, raising a family, filed for a patent and now... a published author.
And Thank you, Jeanne...
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I caught up with my colleague, Jeanne Jones, a CX Operations Leader across a myriad of Fortune 500 companies including ConAgra Brands, Ameritech & Sprint to name just a few.
But did you know she filed a patent and is a published author now…?
So much to catch up on…! Therefore… Jeanne’s interview is a “2 Part-er”. Catch Part 1 S3 Ep#38 (Part 1) on the My Curious Colleague #podcast. Look for Part 2 of her episode coming soon…!
We talk topics such as - - what stands out for her across her decades in CX (what’s different; yet what imperatives remain the same), the importance of relationships, along with her POV on Consumer Experience (CX), Employee Experience (EX) plus an introduction to Business Experience (BX).
Hmmm… What does CX + EX + BX = ? A Win for our Consumers!
💜 So… thank you Jeanne for joining me on S2 Ep38 (Part 1) on the My Curious Colleague podcast.
MyCuriousColleague #FoodSafety #CX #EX #purposedrivenbusiness #CPGCX #caringdeeplyforyourconsumers
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Hello My Curious Colleagues…! This week my guest is my colleague, Helen Horsham-Bertels, Principal – Bago Consulting.
I knew of Helen when she held Global leadership roles at Starwood Hotels & Resorts in Customer Care, Guest Experience and Guest Communications. So… did you know that she now is a consultant and conducts trainings with clients, including DEI topics and Unconscious Bias…?
Our conversation included – What moved Helen to expand her focus on the Guest Experience to include the Employee/Staff Experience, as well as outcomes a Team can expect delving into and implementing her & her partner Muriel’s work.
💜 So… thank you Helen for joining me on S3 Ep 37 on the My Curious Colleague podcast...
#MyCuriousColleague #DEItraining #CPGCX #caringdeeplyforyourconsumers #Inclusion
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My guest this week on the My Curious Colleague Podcast is my colleague, Jon Cox, Sr. Manager, Consumer Affairs | Marketing at the Wellness Pet Company. This is 2nd in my series of talking the Consumer Care function as part of guests' career paths. (Yes-He was on the podcast last week talking opening about Recalls)
💜 Jon has been a leader in the Consumer Care space And… has recently served as Chair-Elect of SOCAP (the Society of Consumer Affairs Professionals) & currently serves as SOCAP’s Chairperson.
So… thank you Jon for joining me on S3 Ep36 on the My Curious Colleague podcast.
#MyCuriousColleague #Consumercareleadership #careers #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumersandtheirpets #SOCAPinternational
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My guest this week on the My Curious Colleague #Podcast is a colleague who started leading the Consumer Care Team during a recall…yes – you’ve heard right – a challenging time to start a new role AND… I said the “R” word.
In fact we say the “R” word quite a bit in this episode. My guest is my colleague, @Jon Cox, Sr. Manager, Consumer Affairs - Marketing at the Wellness Pet Company.
Jon is so open on this topic of Recalls and I’m grateful to get the conversation started on the My Curious Colleague #Podcast.
And he takes us thru the details…
THINK – A Recall 101 of sorts, Tips to keep your Team going and motivated during an event, steps in a recall process to consider w/internal folks and potentially outside vendors. creative ways to expand your staff support, report methodologies to review - to name just a few.
Jon has been a leader in the Consumer Care space for the past 10+ years And… has recently served as Chair-Elect of SOCAP (the Society of Consumer Affairs Professionals) & currently serves as SOCAP’s Chairperson.
So… thank you Jon for joining me on S3 Ep35 on the My Curious Colleague podcast.
#MyCuriousColleague #Consumercareleadership #recallevents #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumersandtheirpets #SOCAPinternational
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I’ve got guest @Lisa Diehl BACK on the My Curious Colleague Podcast to update us on her Dashboard Analytics Project she first shared with us on S1 Ep4.
And she takes us thru the details…
THINK – 🌟level setting us on the project intent, 🌟 scope, 🌟status, 🌟 challenges and the 🌟 final milestone that’s in the works…!
🌟 Lisa Diehl is Manager, Consumer Advocacy- Global Retail Division. North America Consumer at Blue Diamond Growers for the past 6 years and has been leader in the Consumer Care Industry for the past 20+. And… has recently served as Chairperson of SOCAP (the Society of Consumer Affairs Professionals) & currently is Past-President on the Board of Directors.
💜 So… thank you Lisa for joining me on S3 Ep34 on the My Curious Colleague podcast.
#MyCuriousColleague #Consumercareleadership #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumers #consumerinsights
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💜 My guest is my colleague, Krystle Dowling, Sr. Consultant-Consumer Insights. Krystle & I worked together in Consumer Affairs at Campbell Soup where Krystle was a Sr. Analyst on our Reporting Team and we all benefitted from her penchant for “finding opportunities” and impacting the marketplace.
📣 I’m kicking off a new series this week where I’ll be focusing on guests’ sharing how their direct experience working in the Consumer Care function impacted their career path and perspectives of consumers.
🌟 She has since gone on to continue to broaden her industry knowledge and deepen her consumer insights expertise. So… thank you Krystle for joining me on S3 Ep33 on the My Curious Colleague podcast...
📽 NOTE: audio AND video now available on your 📱 mobile phones on Spotify.
MyCuriousColleague #consumerinsights #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumers #career
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Welcome to Season 3 of the My Curious Colleague Podcast...! I'm honored for Marie Shubin, CEO of SOCAP (Society of Consumer Affairs Professionals) industry group to return to the podcast. Marie has been a leader & a welcomed fixture within the Consumer Care Community for the past 25+ years. Along with sharing SOCAP's vision along four core pillars, Marie shares a sneak peek of timing she shares for some key events this year.
Foremost is SOCAP's vision and deliverables in support of professional development for it's members. Marie's ideal is to offer an opportunity every week to learn & grow - whether it be Tuesday Tech Talks, Timely Topics, webinars, roundtables across a variety of industries, regional groups, Manager to CSR tracks and topics...!
So open up your calendars and start penciling in exciting events... especially the two - yes 2 - Symposiums in the works.
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As you may already know, I began asking my guests if they have a Volunteer organization they’d like to give a “Shout-Out”… This week we look at Season Two Guests’ thoughts…
So join me for the FULL Episode (S2 Ep31) available ow on the My Curious Colleague Podcast to check out my Season 2 Guests’ volunteer organization “Shout-Outs”,,,!
Thank you again to the following for their time and sharing of their talent as guests on Season 2 of the My Curious Colleague Podcast…!
@marcia young @jola oliver @pete blackshaw @cathy grimes @susan mayer @chris graziano @chris drury @leslie o’flahaven @karalyn naiburg @bob eggstein
As always, thank you My Curious Colleague Community (MCCC) for your support…w/special thanks to my “creative team” @emma annunziato @doug venneri @caitlyn banc
backaftermyhealthjourney #MyCuriousColleague #podcasts #customerexperience #CPGCX #caringdeeplyforyourconsumers #volunteeringmatters #cxbestpractices #clevelandclinic
P.S. My volunteer shout-out to the Cleveland Clinic. www.clevelandclinic.org
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I've been so grateful in 2021 - to Heath care providers on a public level AND to my health care providers on a personal level during my health journey. So I've been hoping to give back more in 2021 and began asking my guests what organizations they'd want to give a Volunteer Shout-out to. So join me in revisiting their Season 1 volunteer organizations mentioned.
AND thank you to the following for their time and sharing of their talent with me in Season 1:
@susan baranowsky
@marie shubin
@lisa diehl
@kyle spittler
@eileen troise
@jane freiman
@dan gingess
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Thought we’d end the year on the My Curious Colleague podcast a little differently… My guest on the podcast this week is Bob Eggstein, Owner of Keystone Harley-Davidson and CX leader in the Automotive/Retail space. His FULL Episode (S2 Ep 29) on the podcast will go live this Tuesday, 12/28/21.
So get this… Bobby spent 25 years in the financial services industry before becoming a Harley-Davidson dealership owner in 2011. Much of his approach to Consumer Experience will ring true for many of you and others will bring a fresh perspective. I know you’ll find value in thinking about the consumer through a different lens.
Think…
Brief Harley-Davidson brand history – Check!
Omni channel experience – i.e. Facebook, Instagram, digital experience and the “Sneaker Brigade” – Check!
What happens every morning with his team before the doors open – an inspiration we all can adapt – Check!
💜 So… thank you Bobby for joining me on S2 Ep29 coming out this Tuesday, 12/28/21, on the My Curious Colleague podcast.
As always, thank you My Curious Colleague Community (MCC) for your support this year…!
backaftermyhealthjourney #MyCuriousColleague #CX #customerexperience #CPGCX #caringdeeplyforyourconsumers #HarleyDavidson #ride
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I love the idea of keeping our colleagues on the cutting edge of trends. This week’s guest on the My Curious Colleague podcast is @Jane Freiman and she is back to bring us an update on Home & Kitchen trends…!
If you recall from S1 Ep9, @Jane Freiman is former Director, Consumer Test Kitchen at Campbell Soup (where I met Jane) and current Founder of Smart Kitchen Insights Group, Inc.
Maybe you like to cook or are interested in trends that may impact your consumer and ultimately….the Consumer Relations Function at some point, If so - - then you’re gonna want to get ready to listen to this podcast.
backaftermyhealthjourney #MyCuriousColleague #CPGCX #CPG #Home #Kitchen #Trends2022 #customerexperience #podcast
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My guest on the podcast is Karalyn Naiburg, former Quality Executive across a myriad of CPG organizations
What’s cool about Karalyn’s background is that her experience spans Product Development, Consumer Relations AND Quality… And I was lucky enough for work for her in Consumer Affairs at Campbell Soup. So we caught up and talked about our favorite subjects…and I’m hoping you’ll find value in our conversation…!
She schools me in who sets the specifications for products – I always thought it was Quality but it’s not. And she takes a tough stance on who in the organization should work with and inform Consumer Relations on new co-mans, ingredient suppliers etc. In lighter moments – hehe – we talk collaborating and communicating with QA on the Reason Code Hierarchy, Consumer Relations report ideas to support the Quality organization and Tips on working together with Quality as a Consumer Relations Professional.
💜 So… thank you Karalyn for joining me on S2 Ep27 coming out this Tuesday, 12/14/21, on the My Curious Colleague podcast.
As always, thank you My Curious Colleague Community (MCC) for your support…!
backaftermyhealthjourney #MyCuriousColleague #QualityAssurance #customerexperience #CPGCX #caringdeeplyforyourconsumers #qa
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Hello My Curious Colleagues…! This week my guest is my colleague, Leslie O'Flahavan, Owner of E-Write, LLC. Leslie O has this unique ability to take the topic written communications in the Consumer Care industry and break it down into easily, digestible pieces - not sure how she does it, but it’s a gift 🎁 …!
🆕 She is so generous and prolific in the information available on her website, (which includes dates of upcoming webinars)
…sooo wanted to cover some potentially new ground I was interested in getting her POV on for you:
🤔 Think - - sustainability communications, impact were email to go away and communications by demographics/life stages… and of course her latest POV on the impact of AI on call center agents.
🔮 I particularly loved her insights when I asked her to look into her crystal ball re: the future of communications for Consumer Relations
💜 So… thank you Leslie for joining me on S2 Ep26 of the My Curious Colleague podcast...!
#backaftermyhealthjourney #MyCuriousColleague #ConsumerCareWriting #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumers
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🎁 I am grateful for all your support in this community this year
🚦 My guest is my colleague, Chris Drury, Director of Customer Care at Blount Fine Foods. Chris and I share an interest– to quote Chris – leveraging data to build continuous improvement in product design and we’ll specifically be chatting about how this has evolved via a “Traffic Light Report” Chris developed & More...!
💜 So… thank you Chris for joining me on S2 Ep25 available this Tuesday, 11/30/21, on the My Curious Colleague podcast...
#backaftermyhealthjourney #MyCuriousColleague #ConsumerCareReporting #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumers
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Sure the Social Media Channel can be a little crowded as it relates for caring for consumers in this space, but Consumer Relations Teams and especially Specialists/Analysts can play a role in supporting their Brands' Social Media Strategy.
Listen out for my 3 Tips and the detailed suggestions for each...!
And as always, thank you for your support My Curious Colleagues
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My colleague, Chris Graziano (Director of Marketing, Campbell Snacks) and I discuss and brainstorm ways that Consumer Relations Teams can collaborate and communicate with Marketing in order to add value to the discussion And...ultimately delight the Consumer.
We also look back to a successful collaboration that Chris and I worked on - branded as CIS Consumer Impact Scorecard - which served as a forum to discuss & debate consumer comments on a quarterly bases face to face w/other cross functional partners... We get real and share what worked and what could have been done differently.
As, always that you for your support, MCCC (My Curious Colleague Community)...!
-Denise
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This trend is still true. More media dollars are moving to the Digital space from more traditional Television advertising spending. However, TV spots are not going away for many Brands and it is value add for Consumer Relations Teams to track Advertising Comments you hear from your consumers.
So join me, Denise Venneri, for this Solo Episode providing you with my thoughts and tangible tips to track and report on advertising comments and hear how to best share them with your Marketing & Consumer Insights Partners.
As always, thank you for your support...!
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Wanna get ready to think “out of the box” to support Innovation Teams in your R&D organizations…? Maybe a little refresher or primer on Design Thinking as part of the Innovation process...? If so, then listen in to thoughts and tangible tips from my colleague @Susan Mayer, Innovation Lead Food/Ag at RTI Innovation Advisers and a former leader at several CPG companies.
PS. Susan is a Certified Food Scientist with tons of business application knowledge…!
As always, thank you for your support Listeners...!
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DTC? CBD? Are you familiar with these acronyms? As a Consumer Relations professional, would you like to know a bit more?
I connect with a dear colleague (& college friend) to tap into her knowledge about recently standing up a DTC (direct to consumer) online business AND one that is focused on CBD products à 2 areas that I know all of us in consumer relations are looking to understand better in the event we’re tapped to support these efforts for our organizations.
💜 So… I’m so grateful to Cathy Grimes, Co-Founder of AllayBox, for joining me on S2 Ep 20
Our chat is like learning more about the Back-end standing up of a DTC online business (think – website software, bank/payment software, pivoting to add Marketplace feature) AND a quick view of some of the types forms/formats of wellness CBD products in her portfolio, insurance needs, age restrictions etc for CBD businesses. Not to mention, Cathy’s vision for consumer care.
Promo Code… Cathy is offering 15% off any order on allaybox.com. Go to www.allaybox.com/MCC
As always, thank you for your support…!
backaftermyhealthjourney #MyCuriousColleague #AllayBox #customerservice #CPGCX #caringdeeplyforyourconsumers
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Inspired by this week's SOCAP (Society of Consumer Affairs Professional) Symposium, I thought I'd dust off my conversation with SOCAP Chairperson AND Consumer Care Manager of Blue Diamond -- Lisa Diehl.
In this Redux, I talk with the always energetic & insightful Lisa, Manager of Consumer Advocacy with Blue Diamond Growers. We chat about her move from Chicago to California and with that her move in industries over to CPG (Consumer Product Goods) from Travel. She's accomplished so much already in standing up the Blue Diamond Consumer Advocacy team and you're gonna want to hear what else she has in store…
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My guest is, Pete Blackshaw - CEO of Cintrifuse.
Pete is also an entrepreneur, an author, and... a provocateur. As I shared with Pete in the podcast... I had to toss out my script and was both energized & exhausted with our discussion...!
So, do listen in on Tuesday and Thank you as always for your support...
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Are you currently listening or responding on Social campaigns, PR or Promotions..? Don’t worry if you’re not…This Podcast has it all! In Episode #17 of the My Curious Colleague podcast, I’m chatting with my colleague – Jolanta Oliver about her thoughts gleaned from her experience in Social Media/CRM insights at Kraft Foods’ Consumer Relations (think… storytelling and command centers), plus her thoughts at McDonald’s as Director - Global Social Listening & Measurement (think… intranet self- service, integrating and synthesizing data points). I especially liked her use of the word “holistic”, as in “a holistic understanding”…!
To say the least, Jola is super savvy when it comes to insights. My brain was just trying to keep up with Jola and her broad, yet deep knowledge & vision. Be sure to stay with us on the podcast when Jola’s POV about “humans” is shared. So simplistic, yet so rich…I was blown away frankly.
This is part of our series of interviews about the intersection of Consumer Engagement with other functions in the org to increase collaboration, communication and care for your consumers.
Freebie alert: Do DM me if you’re interested in a free transcription of Jola’s predictions for the future of consumers and data – kinda like a checklist to reference as you’re planning your roadmaps.
Be sure to listen to the podcast today on your favorite podcast player. Thanks so much for your support…!
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I've decided to pick out one of my favorite Solo episodes to share with you... well, again. PS I feel strongly about this topic!
You care about the care your consumers receive… right? Then you’ll be interested in learning why I’m so adamant about how getting close to your Marketing Plans can ultimately help your consumers. Check out Episode #16 (Redux) of The My Curious Colleague Podcast with me and… well, me (solo episode!).
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It's a (2) "Part-er"...! This Episode is with my dear colleague, Marcia Young - PART 2 - as we finish up our conversation about Consumer Relations' collaborating with Consumer Insights, R&D, and Sensory Science Teams to drive business decisions for the brand and ultimately for your consumers...!
We've got a brief Consumer Insights 101 which is a great refresher for some and a super primer for others. Grab a pen and paper Colleagues... OR -- DM me on LinkedIn and we'll send you the transcript of this section of our chat. Enjoy!!
And... Thank you for your support, as always...!
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Hello My Curious Colleagues...! This is 3rd in our series of interviews about the intersection of Consumer Engagement with other functions in the org to increase collaboration, communication and care for your consumers. I’m chatting with my colleague –Marcia Young - about her experience in Consumer Insights, Sensory Science and R&D. She is a super smart scientist and a savvy business woman. We talk about a lot (including the definitive difference between Qualitative vs Quantitative) and went deep into some great advice for both New AND Seasoned Professionals in Consumer Relations – So much so, that – yes, I decided to make this interview available in 2 Parts for easy listening (and note taking…!)
Enjoy and thank you for your support...!
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📚 In Part 2, we get into chatting about Dan's new book, The Experience Maker: How to create remarkable experiences that your customers can't wait to share, to be published Sept 14th. PS you can pre-order now!
My favorite parts are when I challenge Dan to do some “live workshopping” on a few of his elements of his approach focusing on my CPG (Consumer Product Goods) colleagues…
Dan’s volunteer shout-out goes to charity: water (charitywater.org) that provides fresh water to places that need it.
…And if you purchase 2 of his books on his website, Dan will donate to charity: water.
Thank you for all your support…!
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Kicking off Season 2 of the My Curious Colleague podcast this week !
This is 2nd in our series of interviews about the intersection of Consumer Engagement with other functions in the organization to increase collaboration, communication and care for your consumers. I’m chatting with a new colleague – @Dan Gingiss – The Experience Maker – about his experience in Social Media, Digital Marketing & Customer Service. It’s soooo jam packed that I’ll be sharing in 2 Parts.
It’s peppered with reflections and tangible guidance gleaned over his 20 years as a leader at Discover, Mc Donald’s and Humana. You're gonna have to wait for the release of Part 2 (soon!)..when we get into chatting about his new book, The Experience Maker and all about creating remarkable experience your customers will want to share, to be published this September.
Thanks for all your support...!
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It's a Bonus (quick) Episode.. but I got something in the mail I'll share with you on this episode. It’s the new book by my colleague Dan Gingiss. In Episode #11 (Bonus) of the My Curious Colleague Podcast, I literally open the package I received with Dan’s latest book titled “The Experience Maker”. If you stick around towards the end, I’ll give you a sneak peek of & chat about the Table of Contents and what you can expect…! And P.S. he dedicated the book to YOU…!
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You and your Team work hard to ensure you collect all the proper information when connecting with your consumers...so you want to be sure this data is accurate and actionable. Listen in to my 5 Quick Tips to think about for Assuring Data Integrity...!
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In Episode 9, I talk with Jane Freiman, former Director - Consumer Test Kitchen at Campbell Soup and current Founder of Smart Kitchen Insights Group. We kick off my series about the intersection of Consumer Relations and Cross Functional Partners on how to collaborate well together and provide value to the business.
*My Curious Colleague is my personal brand that celebrates and elevates Consumer Care Services in CPG organizations, with a special focus on Brand Specialist and Analyst roles & responsibilities.
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In this Episode, I talk with Eileen Troise, Manager of Consumer Relations at Beiersdorf, Inc. who has been a Leader in the Consumer Relations space for the past 30+ years spanning 5 CPG (Consumer Product Goods) organizations. We talk about her switch in industry and the various hybrid models she has led as it relates to front line reps support (in-house & outsourced) and reporting (in-house & consultants). Do take a listen...!
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I want to deliver value to you…Hear what you can expect to receive from the My Curious Colleague podcast, my intent & more + a little bit about me. Quick & easy listen @ about 7 minutes!
Quick hot spots:
1:58 What you can expect to receive from the podcast. HINT: Benchmarking is important!
2:20 Why I started the podcast. HINT: YouTube plays a part
3:24 #backfrommyhealthjourney quick chat
5:53 Next steps you might consider
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Okay... so this is a Solo Episode and Yes - - I can hear the collective sigh from the audience, but Hear me out...This is an important topic that I feel strongly about and I'm assuming you do too. I chat about the importance of staying close to your brands' Marketing Plans, the benefits of doing so, some ways to organize this information and also I share a few tips on how best to get a line of sight to the Marketing Plans.
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In this episode, I talk with the always introspective & authentic Kyle Spittler, Manager, Consumer Relations, N.A. of Church & Dwight Co. We chat about his career journey starting as a Customer Service Rep and the decisions that led him to this point leading the consumer care function. HINT: He’s so truthful! We also get a bit geeky and talk about all things data analysis – like his most successful analysis approach, how to listen to the needs of your internal stakeholders and stumping me on what IMR stands for.
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I talk with the always energetic & insightful Lisa Diehl, Manager of Consumer Advocacy with Blue Diamond Growers. We chat about her move from Chicago to California and with that her move in industries over to CPG (Consumer Product Goods) from travel. She's accomplished so much already in standing up the Blue Diamond Consumer Advocacy team and you're gonna want to hear what else she has in store. HINT: advanced analytics is on the docket...!
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I talk to legendary Consumer Care Executive and current Interim President & CEO of the Society of Consumer Affairs Professionals (SOCAP International).
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New Product Launches are the lifeblood of a Brand… and who’s better to provide that Early Read on consumer acceptance of New Products than all my Brand Specialist & Analysts Colleagues in the Consumer Engagement space.
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Welcome to the My Curious Colleague Podcast with Denise Venneri. I'm a 20 year practitioner in the Consumer Engagement Space having worked for two large CPG organizations. My intent is to share best practices with particular focus around the Specialist & Analyst roles AND give back to this great community - because...“CPGCX rocks!”
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