My Curious Colleague ~ CPG CX

My Curious Colleague ~ CPG CX

By Denise VenneriBusinessEducationHow ToMarketing
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My Curious Colleague ~ CPG CX episodes

  • 91. Curious about "How to Deepen Consumer Feedback Insights from Ratings & Review to Optimize Product & Experience


     


    ⭐⭐⭐⭐⭐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…! 

     

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    #MyCuriousColleague #Marketing #ratingsandreviews #customerexperience #CPGCX #caringdeeplyforyourconsumers #podcasting #insights #ai #nlp 


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    33 min
  • 90. Curious about Brand Naming w/Alexandra Watkins, Chief Boss Lady at Eat my Words - brand naming experts


     


    🎈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   Sooo interesting. 

    Get in Touch w/ my Guest:

    [email protected]

    http://www.eatmywords.com

    https://www.linkedin.com/in/alexandrawatkins/

     

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    #brandnaming
    #author
    #consumerrelations
    #CPGCX
    #CPG
    #podcasts

     


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    27 min
  • 89. Curious about UpCycled Ingredients to CPG CX orgs w/Susan Mayer, former Product Dev Expert


     


    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…! 

     

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    #RecycledFoodCertified #MyCuriousColleague #consumerrelations #CPGCX @clevelandkitchens @Upcycle food certified logo #caringdeeplyforyourconsumers #UpcycledIngredients 

     


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    30 min
  • 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:

    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


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    9 min
  • 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

    **********************************************************************

    🔐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.

     

    💲 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://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

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    16 min
  • 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

    ***************************************************

    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.

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    31 min
  • 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

     

    ***********************************************

    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

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    28 min
  • 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

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    29 min
  • 83. [REPLAY] A "Recall 101 of Sorts" w/Jon Cox, Sr. Manager, Consumer Care at WellNess Pet


     


    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
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    29 min
  • 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


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    25 min

About My Curious Colleague ~ CPG CX

From the publisher's feed

My intent is to Educate, Celebrate and Elevate the Consumer Relations function in CPG (Consumer Product Goods) companies, especially for Brand Specialist and Analysts roles and responsibilities... !