My Curious Colleague ~ CPG CX

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. 

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

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

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

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

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

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

🎁 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

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

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