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My Curious Colleague ~ CPG CX episodes
- 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
---Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message31 min - 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*******************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---Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message37 min - 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 GuardianshipExcellence. 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 vslittle 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.orgTheir mission is to enrich and entertain all segments of the Greater Newburyport regionby 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---Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message30 min - 78. A Founder's CX Tactics re: SEO strategy, QR codes, Surprise & Delight and Community Considerations w/Parker Olson, Founder - Forij -Functional Foods🍄Hello My Curious Colleagues.,,! This week my Guest on the My Curious Colleague 🔍 #CPGCX #podcast (S4 Ep78) is my colleague Parker Olson 🍄Founder of FORIJ – a health food brand that makes functional healthy snacks. He’s back after 6 months since the last time he was a Guest as part of our “CX Follow-Along” series.And a big Welcome Back... and thank you to our new sponsor of the podcast, Holdcom, Inc...Our sponsor Holdcom is offering all My Curious Colleague listeners a free professional greeting for their contact center or business. Click here to get yours. website https://www.holdcom.com/callcenter/And the free greeting page. https://www.holdcom.com/free-custom-greeting/🏫You can always be learning about CX / Consumer Care from Brands of ALL sizes...- which is why I’m sooo excited about our “CX Follow-Along” w/Emerging and Start-up Brands like Parker’s. Parker and I talk about updates to his Service & Consumer Engagement Strategy & Tactics.👨🏼💻THINK: SEO (Search Engine Optimization) – applying SEO to the consumer education piece of his business ie Blog content. Per Parker - good content that answers people’s questions eventually “gain search ranking authority.”👨🏼💻THINK: Leveraging a recent Brand/Packaging refresh – to deepen consumer engagement. Parker shares: It takes “Seeing or touching or interacting with a brand 3-4 times to actually remember them and so we're trying to penetrate that and kind of cut through the noise”👨🏼💻THINK: Deep “Surprise & Delight” - While his packaging is not prolific in the channels noted/available, Parker shares a story where I believe he was willing to go deep in response to an email he received to support a consumer and his adorable 9 year old son obsessed with the product and package…! It may appear to a Big Co CPG CX like a standard “Surprise & Delight” – but it goes much deeper than that in delivering a memorable customer experience.👨🏼💻THINK: Exploring QR Code strategies and Next up …exploring selling product in Asia and what that consumer care/CX might look like….!💜So thank you again, Parker.#mycuriouscolleague #cpgcx #startupbrands #businesspodcasts #cpg #customerexperience #startupcpg---Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message31 min
- 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
---Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message28 min - 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.
---Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message28 min - 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
---Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message35 min - 74. "Cleaning" Your Data w/Susan Walsh, "The Classification Guru"This week on S4 E74, my guest is my colleague - the self-proclaimed "Classification Guru" - Susan Walsh. She's from "across the pond" and is uber cheeky on LinkedIn while getting her point across (think: lip-syncing, boas and cardboard cut outs..!)One aspect of Data Integrity we both agreed on is that no matter what the industry, "dirty data" must be addressed to minimize numerous impacts downstream.Susan takes us thru her handy acronym C.O.A.T. which serves as a checklist to keep in mind when it comes to ultimately building trust around the use of your data. So do listen out for those elements she shares.!!And Susan shares tips on how you can clean your data using scrappy basic Excel as your tool...and she shares the higher-end tool her team uses to clean data. Her team has cleaned and classified data for many large organizations we've heard of -- but she can't share with us...!Susan's non-profit organization shout-out goes to the Royal National Lifeboat Institute (www.RNLI.org) which is at the ready to provide safety & assistance 24/7 in the event of peril at sea.Susan's an original and savvy businesswoman. Thanks again, Susan!#mycuriouscolleague #CPGCX #theclassificationguru #customerservice---Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message27 min
- 73.DSBQ Double Secret Bonus Question CX/ Life Lessons learned from Craig Antonucci's Cancer JourneyThis week my guest is my Colleague, Craig Antonucci who is back on the podcast for his DSBQ (Double Secret Bonus Question).---Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message11 min
- 72. Social Media Consumer Care/Customer Service w/Adrienne Valpy - SM Care "Pioneer"Welcome my colleague Adrienne C. Valpyto the My Curious Colleague 🔍 #CPGCX Podcast…!In S4 E72, I talk with Adrienne Valpy, a former Social Media Consumer Care in the Consumer Relations space. She’s currently Senior Marketing Manager at Avantive Solutions.In my humble opinion, Adrienne is a “Pioneer” in the Social Media Consumer Care space digging in, learning along the way and honing her Best Practices. She shares her thoughts on Hiring tips (THINK: How is writing skill set different in the Social Media Space), scrappy/cost efficient ways to monitor branded SM channels- some even free…!, among other tips and Best Practices.📃We also talk about the often considered dirty word – DOCUMENTATION – and how planning and documenting the ways forward in the event of a situation to Protect Brand Reputation or in support of Crisis Situation is the Key to Success.Adrienne’s volunteer organization shout-out goes to www.realpurpose.org - a nonprofit that gives back to people and local organizations who may be going through temporary times and need some help.Also, follow Adrienne’s personal account for book lovers of fiction & nonfiction: @Read.Gram.Repeat.Do take a listen to Adrienne's episode now...! Links in the comment section.#MyCuriousColleague #CPGCX #custserv #CPGindustry #socialmediacustomerservice #consumerengagement #consumerrelations #BusinessPodcast #startups---Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message24 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... !