My Curious Colleague ~ CPG CX
By Denise Venneri
My Curious Colleague ~ CPG CX May 17, 2021
Ep 88 Compilation of Volunteer & Non-Profit Organization "Shout-Outs" from my Season 4 Podcast Guests
📢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:
Susan Walsh - The Classification Guru
Sheila Jones, PMP - Business Consultant and Coach
#MyCuriousColleague #consumerrelations #volunteering #podcasts #volunteer #nonprofits #givebacktothecommunity #podcast
87. [REPLAY] Double Secret Bonus Question [Secrets Staying Calm during an "Event"/RECALL] w/Beth Ziff, EVP of Customer Engagement, Premier Response
🫧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
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🔐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
86. [REPLAY] Mock RECALLS w/Jon Cox & Richard Wakeanda of Wellness Pet - Consumer Affairs & R&D
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, I continue to celebrate my colleagues' service to the CX industry group known as SOCAP International. As you may be aware, Jon is current President of the Board of Directors for SOCAP (Society of Consumer Affairs Professionals).
Links here:
🍎Apple Podcast: https://lnkd.in/eg8CASq
🦒Spotify: https://lnkd.in/eqSQKJx
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We’re continuing our series chatting about the “R” word (recalls) …this time we’re zeroing in on the Mock Recall process. @Jon Cox – Senior Manager, Consumer Affairs | Marketing at the Wellness Pet Company is back to chat and he brought along his colleague Richard Wakeanda (Food Safety/Quality Assurance Sr.Manager).
You might be asking yourself…”Why conduct a “Mock Recall”…? According to Richard…”Practice, Practice, Practice” is the best way to ensure a successful Live event in the future and a Mock recall is a great way to note any gaps in your plan.
Jon is has contributed to the Consumer Care Industry with his leadership in the SOCAP (Society of Consumer Affairs Professionals) industry group and currently serves as President on @SOCAP’s Board of Directors.
Also, may I suggest you go into the archives and check out Jon’s episode from earlier this year – It’s a 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 joining me on S3 Ep46 – Full Episode out NOW on the @My Curious Colleague #podcast.
85. [REPLAY] Recall Technology w/Christopher Drury - Blount Fine Foods
⚙️Here's a great REPLAY (Ep 85) of my colleague, Christopher Drury's episode on RECALL Technology. AND...this month, I continue to celebrate my colleagues' service to the CX industry group known as SOCAP International. Chris is President-Elect of the Board of Directors for SOCAP (Society of Consumer Affairs Professionals).
Links here:
🍎Apple
Podcast: https://lnkd.in/eg8CASq
🦒Spotify: https://lnkd.in/eqSQKJx
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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 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, Microsite Websites at the ready, the benefits of Self Service/BOTs and 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 coming out this Tuesday, 5.24.22, on the My Curious Colleague podcast...
#MyCuriousColleague #CPGCX #podcastInterview #customerexperiencemanagement #caringdeeplyforyourconsumers
84. Practical Leadership Tips from Carla Baynard, Long time CX Client Service Leader and Director, Client Services at Knipper Health
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 the ability to listen. Listening is crucial to understanding the needs of your team and clients. Learning is the second attribute. It's important for leaders to always seek knowledge and develop new skills. Taking the time to think, make plans, and focus on tasks at hand is also crucial to success.
· “I” Next up, we have inspiring your team. A great leader should inspire their team through encouragement and positive role modeling. Leaders also have the power to influence, so it's important 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 team members 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
83. [REPLAY] A "Recall 101 of Sorts" w/Jon Cox, Sr. Manager, Consumer Care at WellNess Pet
82. Digging into Speech Analytics & How to Leverage it for Impact w/Stephanie Fritz, VP of Business Development at Callzilla - the Quality First Contact Center
🆒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.
Links here:
🍎Apple Podcast: https://lnkd.in/eg8CASq
🦒Spotify: https://lnkd.in/eqSQKJx
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 (and rolling out soon to a client)!
📽️There’s a 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…!
To learn more, check out this link to the 🌴Callzilla website: https://lnkd.in/gmBEUYwr
#awardwinning #CX #speechanalytics #BPO #callzilla #customerexperience #speechtotext #cpg #socapinternational #CPGCX
81. CPG CX Collaboration Series with Quality-Contract Manufacturing & Product Development X Functions w/Sheila Jones, Food Scientist, QA & Leadership Expert
👩🏻🔬This week on the My Curious Colleague Podcast, my guest is my colleague Sheila Jones, PMP - Business Consultant and Coach – a Food Scientist, Quality Co-Manufacturing and Leadership Professional… AND now, a Founder at Whicked Results - her new gig…!
This episode is 5th in our “Consumer Relations Collaboration Services”…this week we’re talking collaborating successfully with Quality Co-Manufacturing and Product Development cross functional Teams. Having even a high level understanding can help Consumer Relations optimize the collaboration with these Cross-Functional Teams…!
Sheila shares that working with Consumer relations and leveraging their consumer feedback/data is like “having the consumers at your fingertips…”. Boom…!🎤 Mic Drop. [a perfect way to explain it…!]
🎙️Do take a listen to the FULL episode OR watch & listen on your phone w/Spotify:
Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais
Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious- colleague/id1565590157
Anchor: https://anchor.fm/denise-venneri
Amazon Podcasts: Ask Alexa to play the podcast “My Curious Colleague”
We’re talkin’ Quality Co-Man + Product Development:
🏭Differences between co-man plants and company owned facilities
🏠Similarities in how Consumer Relations data can help inform both co-man products and come in handy especially when you’re bringing a co-man in house (in-source)
🥔Examples of how consumer data can inform product in market and ways to optimize production to address any consumer pain points. THINK: building the perfect potato chip, analyzing insights on a periodic basis to ensure continual improvement
📊We talk Specs…! – as in product specifications, curves/tail ends, SPC/Statistical process controls – & how it helps with optimizing production process.
🤝We’re talkin’ her new consulting business, Whicked Results, where she works to understand and provide solutions to Products, Processes, Teams and Leaders. What can’t she do?
💜Sheila’s non-profit organization shout out goes to The Boxer Rescue in MA in honor of her late sister. This non-profit connects owners with rescued boxers. Love that. Theboxerrescue.org
SPONSORS:
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/
#mycuriouscolleague #cpgcx #qualityassurance #comanufacturing #leadership #businesspodcasts #productdevelopment #startupfounder
80. [REPLAY] Today's Contact Center Metrics POV featuring Beth Ziff, EVP of Customer Engagement at Premier Response
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
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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 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/#MyCuriousColleague#CPGCX #custserv #CPGindustry #consumerrelations #BusinessPodcast #startups
79. Agent Training & Coaching Tips across a 30 year Career w/Ronna Caras, Training Manager - The Center for Guaradianship Excellence
Welcome my colleague @Ronna Caras to the My Curious Colleague 🔍 #CPGCX Podcast…! In S4 E79, I talk with Ronna, former owner of Caras Training for over 30 years...! She’s got a new gig in the non-profit space and currently is Training Manager at @The Center for Guardianship Excellence. Links here:
Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157
Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais
Ronna reflects on her long tenured career as a Professional Trainer and we all benefit from her POV’s and practical advice.
Ronna shares her thoughts on --- to name a few:
What she’s been surprised about recently in the field of training. HINT: She compares Big Co training expectations vs little co.
Tips to ensure successful training as a Client even if you’re new to the Agency/Trainer & a bit unsure about the outcome.
The question on everybody’s mind – Virtual, Hybrid or Combo training…?
Various Learning Styles. HINT: I share mine and realize I may have more than one!
Ronna’s non-profit organization shout-out goes to Firehouse Center for the Arts in Newburyport, MA. www.firehouse.org Their mission is to enrich and entertain all segments of the Greater Newburyport region by providing high quality visual and performing arts experiences.
Do take a listen to Ronna’s episode now...! Links above.
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/ #MyCuriousColleague#CPGCX #custserv #CPGindustry #consumerrelations #BusinessPodcast #startups
78. A Founder's CX Tactics re: SEO strategy, QR codes, Surprise & Delight and Community Considerations w/Parker Olson, Founder - Forij -Functional Foods
77. Leadership Thoughts & "Pet Parent" Channel Talk w/Lisa Diehl, Director at Freshpet
🐶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
76. Consumer Rights & Privacy Legislation's Impact to your Org w/Michele Shuster, ESQ.
⚖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.
75. CX Communications & Writing Skills in the Contact Center w/Leslie O'Flahavan
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
74. "Cleaning" Your Data w/Susan Walsh, "The Classification Guru"
73.DSBQ Double Secret Bonus Question CX/ Life Lessons learned from Craig Antonucci's Cancer Journey
72. Social Media Consumer Care/Customer Service w/Adrienne Valpy - SM Care "Pioneer"
71. Employee Experience/EX, Super Powers & More with Anna Marie La Venia, GM of Consumer Care/CX at The Emerson Group
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
70. Emerging Brands' Consumer Care with Jessi Freitag, Startup CPG podcast host and Operations & Productivity Consultant
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
69. Talking Market Research (Qualitative) & the Role of Contact Center Feedback in Today's World
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
68. DSBQ w/Andy Begnoche of HOLDCOM | Considerations for a Project Plan when Re-Branding (or Launch) an IVR/Interactive Voice Response
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
67. What Consumer Care/CX looks like at Family Owned Cleveland Kitchen w/Angelo Fields, VP of Marketing
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
66. My First Step Advice when Assessing Consumer Complaints
Gather your folks -- Marketing, Product Development and QA Team to UNDERSTAND first when assessing Consumer Complaints.
65. DSBQ Double Secret Bonus Question w/Founder of Forij - Parker Olson - Advice for first timers attending Expo East
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
64. Startup Brands & Consumer Care w/Parker Olson, Founder - Forij Functional Foods
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
63. IVRs & The Future- Today, Yesterday & Tomorrow (Interactive Voice Response) w/Andy Begnoche, VP Operations, Holdcom
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.
62. SOLO Episode - Season 4 Podcast & Family updates from Me...!
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 !
61. Maxine Weber's Secret for Extraordinary Employee Experience at Contact Center- DSBQ Double Secret Bonus Question
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.
60. Tracking 2022 & beyond Home & Kitchen Trends Impacting Consumers & Consumer Care wJane Freiman -Owner, Smart Kitchen Insights
59. Double Secret Bonus Question [Secrets Staying Calm during an "Event"] ftring. Beth Ziff, EVP of Customer Engagement, Premier Response
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
58. Customer Experience Strategy featuring Craig Antonucci, CXO at Autocar Trucks
57. Start-up | Insights platform for DTC Story telling featuring Andy Greenawalt, CEO & Co-founder at Storyhub.ai
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 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 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
56. Today's Contact Center Metrics POV featuring Beth Ziff, EVP of Customer Engagement at Premier Response
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
![Ep 55 Maxine Weber [Career in Consumer Relations impact] VP Marketing & a former CX Leader](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded400/14828977/14828977-1619644163601-1faab3b743515.jpg)
Ep 55 Maxine Weber [Career in Consumer Relations impact] VP Marketing & a former CX Leader
54. Double Secret Bonus Questions wTom Asher, Customer Care Leader & VP at Twist Bioscience
53. Tom Asher [Leadership & Career Thoughts] - VP, Global Support at Twist Bioscience
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
52. How to be a Good Business Partner w/Neal Topf, CX BPO Leader
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, zen.ai/curiousceo
51. BONUS EPISODE. Chris Drury talks his upcoming Speaking Gig
Thanks Chris...!
50. My Season 3 Guests' Volunteer Org Shout-Outs
💛 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 Colleague podcast 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
49. Recall Technology w/Christopher Drury - Blount Fine Foods
⚙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
48. (Redux) Krystle Dowling-Career Impact: Consumer Affairs Role to Sr. Consumer Insights Leader
💦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
47. Neal Topf, President Callzilla BPO on Book Chapter's intent and his hope for you & CX
97. (Redux) Dan Gingiss' Book Opening:Creating Remarkable Experiences Customers Can't Wait to Share"
46. Mock Recalls with Jon Cox and Richard Wakeanda, both from the Wellness Pet Company
⭐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
S3 Ep45. Dan Gingiss,The Experience Maker,Shares SOCAP Keynote Sneak Peek
S3 Ep44 Tara Bischoff's move to Brand Management from long time Consumer Care Leader
⚾ 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...!
S3 Ep43 A Book Opening: Customer Experience4 featuring co-author Neal Topf's Chapter
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
S3 Ep42 Leadership Styles & More! w/Brian Schalk, Global Consumer Care Director at General Mills
S3 Ep41 Career Lessons Learned & Other Gems from Steve Sedlak, Retired Customer Service Leader
🏀 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
S3 Ep40 Consumer Rights & More w/SOCAP Australia & SOCAP Int'l/USA Leaders (Society of Consumer Affairs Professionals)
My colleague, Fiona Brown CEO, at SOCAP Australia joins Leaders Marie Shubin and Jon Cox of SOCAP International USA 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...!