New Normal - DIGITAL.DONE.RIGHT.

Leo Prada from #MeetLeosContacts is on the show! Today is a special interview as Leo has announced the end of his unique program. Over the last year Leo has invited people he is connected with on LinkedIn to send him a video of themselves. He then shares that video to his over 20.000 followers. I wanted to grab Leo this week to reflect on the last year and share some of his highlights with me.

Some of the points we spoke about:

Where did you get the idea?

Do you remember who sent you the first video?

Was the whole exercise worth it for you?

Any moments which stand out for you?

Thank you Leo for being such a great guy. Sharing is caring and that is a motto which very much applies to Leo.

Leo Links:

https://www.linkedin.com/pulse/goodbye-now-leo-prada

https://meetleoscontacts.ar/#about

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ABOUT DIGITAL.DONE.RIGHT.

Is an education and consulting platform with a mission to get companies and organisations comfortable engaging with the online world to:

✅  Attract today’s digital consumer

✅  Design more engaging digital experiences

✅  Drive growth, conversion, and sales across the customer/user journey

Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.

More about me: **https://digital-done-right.com/LinkInBio**

Cristin Cornell Tarr is a professor of branding, marketing, and customer experience at the University of Denver.

I wanted to learn more about how branding plays a role in #CX or customer experience, particularly online experiences.

I come away with lots to think about and to work on. I hope you enjoy this episode.

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Check out the links below! Also, let me know what you think of this podcast.

Cristin's Links:

University of Denver https://www.du.edu

Website https://www.bscgroup.biz

IDE - NGO seeds and planting example https://www.ideglobal.org/

Cone Study https://conecomm.com/2017-csr-study/

Scetec https://scatec.com/

Customer Experience Course Provider: https://www.omnitouchinternational.com

A couple of follow up notes:

Clarification on the Mozembique story - IDE and Scetec were discussing opportunities to work together after the introduction- not sure what actually transpired after our initial contact

A proposal at DU for a customer experience course in the Spring is under review at this time but not on the course schedule yet.

ABOUT DIGITAL.DONE.RIGHT.

Was founded at the beginning of the pandemic when I went online looking for small businesses. I found nothing. Today it is an education and consulting platform with a mission to get companies and organisations comfortable engaging with the online world to:

✅  Attract today’s digital consumer

✅  Design more engaging digital experiences

✅  Drive growth, conversion, and sales across the customer/user journey

Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.

More about me: **https://digital-done-right.com/LinkInBio**

Nigel and I worked together for over 15 years. We had big corporate jobs which took us around the world a few times. A bit embarrassing looking back on it but, well, those were the times.

Today Nigel, like me, has downsized his organization focussing on local but also small businesses as well as startups. We talk about his web design and social management services he offers.

⚜️  What are some of the challenges these businesses have?

⚜️  Why a website is important for a small business?

⚜️  How does he market his business today?

Basically, I wanted to talk with another startup owner to learn a few things and that was my honest motivation for asking him on the podcast.

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Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast.

Nigel’s Links

Website: https://hampshirewebdesign.net

Facebook: https://www.facebook.com/hampshirewebdesign

Instagram: https://www.instagram.com/hampshirewebdesign/

LinkedIn: https://www.linkedin.com/company/hampshire-web-design/

ABOUT DIGITAL.DONE.RIGHT.

Was founded at the beginning of the pandemic when I went online looking for small businesses. I found nothing. Today it is an education and consulting platform with a mission to get companies and organisations comfortable engaging with the online world to:

✅  Attract today’s digital consumer

✅  Design more engaging digital experiences

✅  Drive growth, conversion, and sales across the customer/user journey

Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.

More about me: **https://digital-done-right.com/LinkInBio**

I met Will on Twitter when I began learning about Notion.We talk about Notion in this podcast and Descript & Click-Up as applications which let you be more productive. Will is all about improving productivity as well as making music.

We talk about:

How an app like Descript can make you a podcaster and easy!

How productivity apps can give you peace of mind

His experience making templates and learning SEO

If money were not a question which career would he choose?

Check it out!

👇👇Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback is what keeps me going!

Guest linksWebsite: https://willhelliwell.com

Website: https://notiondad.com

YouTube: https://www.youtube.com/c/WillHelliwell/videos

LinkedIn: https://www.linkedin.com/in/willhelliwell/

Soundcloud: https://soundcloud.com/willhelliwell

Library: https://soundcloud.com/willhelliwell/the-library

About Digital.Done.Right.It is an education and consulting platform on a mission to get companies and organisations comfortable engaging with the online world to:

✅  Attract today’s digital consumer

✅  Design more engaging digital experiences

✅  Drive growth, conversion, and sales across the customer/user journey

Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.

More about me:

https://digital-done-right.com/LinkInBio**

I had interviewed Stephen last September so, why again? I wanted to deliver a customer testimonial; personally. I wanted to close a loop which began when I met him in his offices for that first interview.

Rodeo Labs makes custom bikes, the gravel type. Oh, and no motors! I have come to love to watch their customers around the world showing how they put their Donkeys to work; some competitive but more just adventurous. Check out their Instagram account if you want a taste.

This time I ask Stephen how the last 9 months have been. Building bikes which depend on a global supply chain has been very challenging. I was curious how things have changed. How was his trip to Armenia and what plans he has there for 2023. What has he learned over the last year?

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Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback is what keeps me going!

Rodeo Labs LinksWebsite: https://www.rodeo-labs.com

Instagram: https://www.instagram.com/rodeolabs/

Magritte’s Dream Bike: https://www.instagram.com/p/Ce1-9OdrmP2/?utm_source=ig_web_copy_link

Ascend Armenia: https://www.ascendarmenia.com

⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️It is an education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:

✅  Attract today’s digital consumer

✅  Design more engaging digital experiences

✅  Drive growth, conversion, and sales across the customer/user journey

Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.

https://digital-done-right.com/what-i-do

What experiences have you made with your insurance company? Perhaps you have never needed to contact them and that’s great. But when that time comes, how will they handle your case? Ruth Fisk brings more than three decades of experience in the insurance industry to her role as the VP, Insurance Strategy at Smart Communications.

Our conversation starts with a recent experience she made herself. Not to give away the punchline, Her reaction and next actions even surprised her! I came away from this interview having learned many new ideas of interacting with today’s customers. While she is in the deep end with insurance her examples can be carried over to almost any other industry. Examples like:

How can you increase the numbers of “touch points” with your customers?

How a inteligent form processing can save you money AND improve the experiences of your customers AND employees?

👇 Links & More👇Check out the link below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback keeps me going!

https://digital-done-right.com/new-normal-podcast-1/2022/6/3/ruth-fisk-smart-communications-hyper-personalized-experiences

Ruth Fisk brings more than three decades of experience in the insurance industry to her role as the VP, Insurance Strategy at Smart Communications. Having worked 14+ years as a manager at a P&C Carrier and then 18+ years working within the global insurance industry using technology and services to meet the business needs of insurers.

Ruth Fisk has visited, worked with, and served as a C-Level consultant for leading insurers in more than 90 countries. Ruth’s global perspective is complemented with first-hand knowledge of insurance operations, including more than 30 years using technology & services to successfully help them to significantly reduce operating expenses, increase efficiency, impacting their bottom line.

Smart Communications LinksWebsite: https://www.smartcommunications.com

LinkedIn: https://www.linkedin.com/company/smart-communications./

Study: 2022 Hyper-Personalization in Insurance Claims Study

⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:

✅  Attract today’s digital consumer

✅  Design more engaging digital experiences

✅  Drive growth, conversion, and sales across the customer/user journey

Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.

https://digital-done-right.com/what-i-do

Social media and public service. Wow. This sounds like an exciting episode, I know. But hang on! This really gets into the meat and potatoes of making social media work for you!

Russel Lolacher has been in social media from the beginning also in his role of director of web and social media services for the BC ministry of transportation and infrastructure. In 2021 his team was put into a challenging position as the entire province of British Columbia was and they rose to the challenge.

Russel shares real experiences and tactics of how they put social media to work for them and the broader public.

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Check out the link below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback keeps me going!

https://digital-done-right.com/new-normal-podcast-1/2022/russellolacher

Questions asked:

#1 How did you get your hijacked Instagram account back?

#2 “Social has become a critical communication tool and is a part of our public infrastructure. this work is important!”

Explain what happened and more so, how has the role of social in public service changed in your last 10 years?

#3 We spoke in 2013 about companies needing to humanize and get into social service.

How does that transferring to public social service?

#4 “Building Trust Through Social Media” is the title of your session at the 2022 Government Social Media Conference in Dallas, TX.

tell me what your talking about

how does a govt org build trust?

is this any different from any other company trying to build trust?

#5 Lets talk about content marketing in the public service arena.

What is content marketing?

What is the importance of generating content?

⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️

It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:

✅  Attract today’s digital consumer

✅  Design more engaging digital experiences

✅  Drive growth, conversion, and sales across the customer/user journey

Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.

https://digital-done-right.com/what-i-do

Libraries. What do they mean to you? Me, it’s been a while and when I need a change of scenery it is usually a coffee shop. I spent a week in March 2022 working from a library in Florida. Yeah, sun was shining and I still went almost every day to get work done. I recorded 3 podcasts while there as well.

Today, I spoke with Sabrina Bernat, Executive Director of Winter Park Library. The timing couldn’t have been better. Winter Park is an Orlando suburb and opened a new library in December 2021 and what a doozy it is. Star architect designed it and together with its Civic Center it is an architectual beauty set next to a lake and park right near Park Avenue, the strip, of Winter Park.

I ask a patron (Michael) of the library at the top of the podcast why he (23 year old college senior) went recently to the library and his is the story the library can tell every day. Providing information and the tools to do what you cannot do yourself. What is civic service it and its importance to the community is hard to measure.

Thank you to Sabrina and team for welcoming me into the library and allowing me to experience what every patron or member can as well.

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Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback keeps me going!

Questions asked:

#1 How has the role of libraries changed in 2022? And why “digital”?

#2 What are some of the highlights of this new building?

#3 What are some of the digital services Winter Park Library offers its members?

#4 Why is it important that libraries offer these services?

#5 Who does the library want to reach with these offerings where they are not today?

Winter Park Library Links

Website: https://www.winterparklibrary.org/nextchapter

Twitter https://twitter.com/LibraryWP

Instagram https://www.instagram.com/winterparklibrary/

YouTube https://www.youtube.com/user/WinterParkLibrary

Podcast Links

🎧  https://digital-done-right.com/Apple

🎧  https://digital-done-right.com/Spotify

🎧  https://digital-done-right.com/Google

⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️

It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:

✅  Attract today’s digital consumer

✅  Design more engaging digital experiences

✅  Drive growth, conversion, and sales across the customer/user journey

Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.

https://digital-done-right.com/what-i-do

ICYMI - Interview from October 2020

Adrian Swinscoe is a punk; a real punk. He has his two feet on the ground but doesn’t shy away from telling others what it is whether from the stage, through his books or in conversation and workshops; “pull your damn socks up!”. This is what makes Adrian engaging, his knowledge, his grounded outlook but also his passion for improving service and customer experiences. He calls himself a Service and Experience Anthropologist. Wish I had thought of that.

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Check out the links below as well as links to the podcast and more! Also, let me know what you think of this podcast. Your feedback is what keeps me going!

Adrian is an author of 3 books, continuously writes blogs and for Forbes, speaks publicly and runs workshops designed to improved the design of customer experiences. Yeah, similar motivation as I have. That’s why it is so interesting to speak with him.

While this interview is 18 months old when releasing it, it has aged well. We spoke after the initial wave of the global disruption and were hoping some things might return to normal sooner, well that part is not quite correct.

In this interview we talk about:

EQ vs IQ

Can empathy be trained?

Reacting to the pandemic, how companies had faired

Transitioning to a remote work force

Thank you Adrian for this interview!

Adrian’s Links

Website: https://www.adrianswinscoe.com

Latest book Punk XL: https://www.amazon.co.uk/dp/B09MC7G1VH/

LinkedIn: https://www.linkedin.com/in/adrianswinscoe/

The customer is the channel, right?https://www.forbes.com/sites/adrianswinscoe/2020/06/17/now-is-the-time-for-a-conversational-approach-to-customer-experience/#1273af72628e

Podcast Links🎧  https://digital-done-right.com/Apple

🎧  https://digital-done-right.com/Spotify

🎧  https://digital-done-right.com/Google

⚜️ ABOUT DIGITAL.DONE.RIGHT. ⚜️It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:

✅  Attract today’s digital consumer

✅  Design more engaging digital experiences

✅  Drive growth, conversion, and sales across the customer/user journey

Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.

https://digital-done-right.com/what-i-do

What do you do when you have amassed over 20,000 connections on LinkedIn? That is exactly what Leo Prada was thinking when he began his #MeetLeosContacts program. Leo now offers his status to any of his connections to let them pitch themselves to the broader community.

Leo has not always been this generous. He was forced a hard pivot in his career and it has paid off! But that is not the only thing we talk about during this New Normal interview. We also cover:

What it was like in 2020 being separated from his family for 7 months when the world shut down?

What tools does Leo use at Solvd to communicate with his teams across the globe?

What is behind his MEET LEOS CONTACTS?

Do you want to superpower your LinkedIn presence? Then you need to listen to his #1 LinkedIn tip!

👇 Leo’s Links 👇Follow Leo on LinkedIn: https://www.linkedin.com/in/leandroprada/

Leo’s #MeetLeosContacts https://www.linkedin.com/pulse/meetleoscontacts-must-have-every-household-leo-prada/

⚜️ About Digital.Done.Right. ⚜️It is a global education and consulting platform on a mission to get companies and organizations comfortable engaging with the digital world to:

✅  Attract today’s digital consumer

✅  Design more engaging digital experiences

✅  Drive growth, conversion, and sales across the customer/user journey

Our mission is all about informing and getting the word out on how the digital divide can be bridged. Working with organisations, small businesses as well as corporations we develop strategies to address the agile customer communications of today and how these can be tamed for maximal business value.

https://digital-done-right.com/what-i-do