?️This week I’m Curious about...Benefits & Challenges of Gaining a Line of Sight to your Brand's Marketing Plans for Contact Centers. Episode #102 of the @my curious colleague podcast. Topics covered include: ·        ?️ Navigating the Marketing Landscape: Understanding your brand's marketing plans in a contact center is crucial for success. It allows managers to anticipate call volume, ensuring proper staffing and effective communication with consumers. This foresight helps align the team with the company's objectives.  ·        ? Empowering Co ..read more

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 emaile ..read more

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 benchmarkin ..read more

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 w ..read more

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 custo ..read more

  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  Key highlights: ü  Vendor and Technology: Michel ..read more

?Ad colleague (Liquid I.V.): Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.   ? 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 o ..read more

?Ad colleague (Liquid I.V.): Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.   ?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 traini ..read more

?Ad colleague (Liquid I.V.): Ready to shop better hydration, use my special link https://zen.ai/SinqBS8cKs39-6K30by4J74mczzMi1puDBVjpsZcu-M and use my special code at checkout [code MYCURIOUSCOLLEAGUE} to save 20% off anything you order.   ?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 exci ..read more

⭐⭐⭐⭐⭐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-co ..read more