My Curious Colleague ~ CPG CX

In this episode (#101), I'm diving into the world of digital coupons in the CPG contact center. I had the pleasure of speaking with George Patilis, Managing Director at TPG Rewards, to learn all about barcode-based digital coupons (aka Barcode Bucks) and how they're transforming the way brands engage with customers.

Here are some highlights from our conversation:

🛍️ Widespread Network -
Barcode-based digital coupons are accepted at major retailers, including
Walmart, Kroger, CVS, and more, offering flexibility to consumers.

✉️ Instant Gratification -
Barcode-based digital coupons can be emailed directly to consumers, allowing
for quick and easy redemption without the need for mailing physical coupons.

🔒 Fraud-Proof - These digital
coupons are designed with security in mind, ensuring they can only be used once
and reducing the risk of fraudulent redemptions. Geoge shares why they are more
similar to debit cards…

🌱 Eco-Friendly - By eliminating
the need for printed coupons, this digital approach helps reduce paper waste
and contributes to a more sustainable future.

Tune in to learn more about the technology behind digital
coupons and how they're shaping the future of CPG customer service! 

Episodes mentioned: #99 Coupon Reimbursement in the CPG Contact Center https://podcasts.apple.com/us/podcast/99-curious-about-coupon-reimbursement-in-the-cpg/id1565590157?i=1000651863411

SPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 

TRANSCRIPT: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/101-digital-coupons-in-the-cpg-contact-center-w-george-patilis-managing-director-tpg-rewards/transcripts

#podcast #consumerrelations #cpg #digitalcoupons #technology #innovation @socapinternational #cpgcx

This week I’m Curious about… how contact centers track consumer response to reformulated products. Check out this week's episode, where we dive into the nuances of tracking CPG reformulations in the contact center. Here's what you'll learn:

🔎 Consumer Acceptance: Discover how contact center data can offer early insights into how consumers react to product changes, whether it's a new taste, texture, or ingredient. We'll discuss the challenges and opportunities of tracking consumer feedback.

📊 Tracking Strategies: Learn about different approaches to monitoring consumer feedback, from benchmarking against similar reformulation initiatives to comparing year-over-year data. We'll share tips on collaborating with marketing teams to get close to the reformulation and what to potentially expect to hear from consumers.

Remember, and especially with Reformulated products -- contact center feedback can lead to special partnerships with loyal consumers, even when the comments sound like complaints. 

🎧 Tune in to gain a POV of how contact centers can play a pivotal role in understanding consumer acceptance of reformulated CPG products. Links will be in the comments.

Episodes mentioned in this Episode: #2 New Products Tracking  and #11 Advertising Comments Tracking

SPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 

TRANSCRIPT: https://mycuriouscolleague.transistor.fm/episodes/100-analyzing-reformulated-products-in-the-cpg-contact-center/transcript

#cpgcx #contactcenter #productreformulation #customerfeedback #cpg

This week on Episode 99 I'm curious about... Coupon Reimbursement in the CPG Contact Center...   
    💸 Coupon Reimbursement Process Explained!: Dive into the world of coupon reimbursement within CPG contact centers (also known as service recovery) – an essential discussion for specialists, brand enthusiasts, and leaders of smaller contact centers! 

·        😊 Making Customers Smile: Uncover the heartwarming impact of coupon reimbursement in ensuring consumer satisfaction and loyalty. Learn how this simple gesture can nurture goodwill and pave the way for stronger consumer advocacy down the line! 

·        📈 The Art of Coupon Forecasting: Discover the secrets to successful coupon forecasting and implementation, from coordinating with marketers to utilizing print-on-demand and digital coupons. Let's make sure your coupon game is on point! 

Link to Episode 6 Gaining a Line of Sight to Marketing Plans on all the podcast players. My Curious Colleague ~ CPG CX: S1 E6 Getting Close to Marketing Plans to Ultimately Care for Your Consumers on Apple Podcasts
Website: www.mycuriouscolleague.com

Hey there, My Curious Colleagues! 👋 This week's podcast episode (#98) on Tuesday 3/26/24 is one you won't want to miss! 🎧 Join me as I chat with the amazing @Alison Cayne, founder of @Haven's Kitchen. 

Alison shares her inspiring journey from starting a recreational cooking school in New York's Flatiron District to revolutionizing the way we approach cooking at home with her innovative pouch sauces (and she teases out her new platform – AIOLI’s -available now!) 🌶️ Her passion for sustainability and empowering home cooks shines through every word!

Tune in as we delve into topics like customer service, building trust, and the magic of authentic connections. 🤝✨ Plus, discover some fantastic tips and tricks to level up your kitchen game and approach your business! 

Wanna try these new delicious AIOLI packed with BOLD flavor from Haven’s Kitchen? Head to their site, havenskitchen.com and shop any 4-pack of AIOLI with 15% off using code: CPGCX. Choose from Sunshine Chili Aioli, Zesty Jalapeño Aioli, Chili Bang Bang Aioli or Herby Yuzu Aioli. Dip, Drizzle and Spread on everything!

Offer ends April 30th, 2024. 

Plan to listen now on your favorite podcast player and prepare to be inspired! 

Transcript here: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/98-curious-about-creating-authentic-connections-w-founder-alison-cayne-havens-kitchen/transcripts

#mycuriouscolleague #podcast #inspiration #cookingjourney 

 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. --- Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message

🍽️ 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 [email protected] 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 [email protected]and 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 

Transcript here: https://share.transistor.fm/s/4c94c13b

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…! 

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#businesspodcasts #consumerelations #customerexperience #chatbots #CPGCX #CPG #socapinternational

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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…! 

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#customerexperience #cpg #podcasting #krogerdelivery 

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🧭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…! 

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#customerexperience #cpg #podcasting 

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🎀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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#Podcast #ConsumerRelations #GeneralMills #SocialMediaEngagementCare #CPGCX #CPG