My Curious Colleague ~ CPG CX

🏀  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

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...!

 PART 2 of my conversation with my colleague Jeanne Jones is ready to go... So, do take a listen to S3 Ep39 of the My Curious Colleague Podcast...!

⭐ Jeanne has pretty much done it all - CX Operations Leader for several decades, raising a family, filed for a patent and now... a published author.

And Thank you, Jeanne...

PART 2 is ready to go …!  As promised, the rest of my conversation with my colleague Jeanne Jones, CX Operations Leader is coming up next on the My Curious Colleague podcast.

Jeanne explains another of her priorities - Risk management thru data - as well as more thoughts on Relationships (more!), doubling down on EX - - -plus an introduction to BX (Business Impact)…!

I refined my math problem gleaned from Jeanne’s conversation:

         Hmmm… (EX x 2) + (CX optimized into BX) = a Win for our Consumers…!

Jeanne Jones is a CX Operations Leader across a myriad of Fortune 500 companies including ConAgra Brands (when I got to know Jeanne), Ameritech & Sprint - - to name just a few.

💜So… thank you Jeanne for joining me on S3 Ep39 (PART 2) coming out this Tuesday, 3/8/22, on the My Curious Colleague podcast. Here’s another brief snippet of our conversation to click on now while you wait.

#MyCuriousColleague #FoodSafety #CX #EX #BX #purposedriven #customerexperience #CPGCX #caringdeeplyforyourconsumers. 

I caught up with my colleague, Jeanne Jones, a CX Operations Leader across a myriad of Fortune 500 companies including ConAgra Brands, Ameritech & Sprint to name just a few.

But did you know she filed a patent and is a published author now…?

So much to catch up on…! Therefore… Jeanne’s interview is a “2 Part-er”. Catch Part 1 S3 Ep#38 (Part 1) on the My Curious Colleague #podcast. Look for Part 2 of her episode coming soon…!

We talk topics such as - - what stands out for her across her decades in CX (what’s different; yet what imperatives remain the same), the importance of relationships, along with her POV on Consumer Experience (CX), Employee Experience (EX) plus an introduction to Business Experience (BX).

       Hmmm… What does CX + EX + BX = ? A Win for our Consumers!

💜 So… thank you Jeanne for joining me on S2 Ep38 (Part 1) on the My Curious Colleague podcast. 

#MyCuriousColleague #FoodSafety #CX #EX #purposedrivenbusiness #CPGCX #caringdeeplyforyourconsumers

Hello My Curious Colleagues…! This week my guest is my colleague, Helen Horsham-Bertels, Principal – Bago Consulting.

I knew of Helen when she held Global leadership roles at Starwood Hotels & Resorts in Customer Care, Guest Experience and Guest Communications. So… did you know that she now is a consultant and conducts trainings with clients, including DEI topics and Unconscious Bias…?

Our conversation included – What moved Helen to expand her focus on the Guest Experience to include the Employee/Staff Experience, as well as outcomes a Team can expect delving into and implementing her & her partner Muriel’s work.

💜 So… thank you Helen for joining me on S3 Ep 37 on the My Curious Colleague podcast...

#MyCuriousColleague #DEItraining #CPGCX #caringdeeplyforyourconsumers #Inclusion

My guest this week on the My Curious Colleague Podcast is my colleague, Jon Cox, Sr. Manager, Consumer Affairs | Marketing at the Wellness Pet Company. This is 2nd in my series of talking the Consumer Care function as part of guests' career paths. (Yes-He was on the podcast last week talking opening about Recalls)

💜 Jon has been a leader in the Consumer Care space And… has recently served as Chair-Elect of SOCAP (the Society of Consumer Affairs Professionals) & currently serves as SOCAP’s Chairperson.

So… thank you Jon for joining me on S3 Ep36 on the My Curious Colleague podcast.

#MyCuriousColleague #Consumercareleadership #careers #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumersandtheirpets #SOCAPinternational

My guest this week on the My Curious Colleague #Podcast is a colleague who started leading the Consumer Care Team during a recall…yes – you’ve heard right – a challenging time to start a new role AND… I said the “R” word.

In fact we say the “R” word quite a bit in this episode. My guest is my colleague, @Jon Cox, Sr. Manager, Consumer Affairs - Marketing at the Wellness Pet Company.

Jon is so open on this topic of Recalls and I’m grateful to get the conversation started on the My Curious Colleague #Podcast.

And he takes us thru the details…

THINK – A Recall 101 of sorts, Tips to keep your Team going and motivated during an event, steps in a recall process to consider w/internal folks and potentially outside vendors. creative ways to expand your staff support, report methodologies to review - to name just a few.

Jon has been a leader in the Consumer Care space for the past 10+ years And… has recently served as Chair-Elect of SOCAP (the Society of Consumer Affairs Professionals) & currently serves as SOCAP’s Chairperson.

So… thank you Jon for joining me on S3 Ep35 on the My Curious Colleague podcast.

#MyCuriousColleague #Consumercareleadership #recallevents #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumersandtheirpets #SOCAPinternational

I’ve got guest @Lisa Diehl BACK on the My Curious Colleague Podcast to update us on her Dashboard Analytics Project she first shared with us on S1 Ep4.

And she takes us thru the details…

THINK – 🌟level setting us on the project intent, 🌟 scope, 🌟status, 🌟 challenges and the 🌟 final milestone that’s in the works…!

🌟 Lisa Diehl is Manager, Consumer Advocacy- Global Retail Division. North America Consumer at Blue Diamond Growers for the past 6 years and has been leader in the Consumer Care Industry for the past 20+. And… has recently served as Chairperson of SOCAP (the Society of Consumer Affairs Professionals) & currently is Past-President on the Board of Directors.

💜 So… thank you Lisa for joining me on S3 Ep34 on the My Curious Colleague podcast.

#MyCuriousColleague #Consumercareleadership #customerexperiencemanagement #CPGCX #caringdeeplyforyourconsumers #consumerinsights

💜 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.

📣 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.