My Curious Colleague ~ CPG CX Denise Venneri

👁️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 Contact Center Agents: With a clear line of sight into the marketing plan, agents are better prepared. They can familiarize themselves with new products, receive relevant training, and be ready to handle customer inquiries confidently. This preparation leads to a more seamless customer experience. 
·        🤝 Bridging the Brand and Consumers: Having accurate and timely marketing information benefits both the brand and its consumers. Brands can prepare FAQs, training materials, and gather feedback to improve future initiatives. For consumers, this results in a more positive experience with informed and confident agents. 
 
TRANSCRIPT LINK: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/102-curious-about-benefits-challenges-of-gaining-a-line-of-sight-to-your-brands-marketing-plans-for-contact-centers/transcripts
SPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 
#cpgcx #contactcenter #customerfeedback #cpg #socap

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, includingWalmart, Kroger, CVS, and more, offering flexibility to consumers.
✉️ Instant Gratification -Barcode-based digital coupons can be emailed directly to consumers, allowingfor quick and easy redemption without the need for mailing physical coupons.
🔒 Fraud-Proof - These digitalcoupons are designed with security in mind, ensuring they can only be used onceand reducing the risk of fraudulent redemptions. Geoge shares why they are moresimilar to debit cards…
🌱 Eco-Friendly - By eliminatingthe need for printed coupons, this digital approach helps reduce paper wasteand contributes to a more sustainable future.
Tune in to learn more about the technology behind digitalcoupons and how they're shaping the future of CPG customer service! 
Episodes mentioned: #99 Coupon Reimbursement in the CPG Contact Center https://podcasts.apple.com/us/podcast/99-curious-about-coupon-reimbursement-in-the-cpg/id1565590157?i=1000651863411
SPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 
TRANSCRIPT: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/101-digital-coupons-in-the-cpg-contact-center-w-george-patilis-managing-director-tpg-rewards/transcripts
#podcast #consumerrelations #cpg #digitalcoupons #technology #innovation @socapinternational #cpgcx

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 benchmarking against similar reformulation initiatives to comparing year-over-year data. We'll share tips on collaborating with marketing teams to get close to the reformulation and what to potentially expect to hear from consumers.
Remember, and especially with Reformulated products -- contact center feedback can lead to special partnerships with loyal consumers, even when the comments sound like complaints. 
🎧 Tune in to gain a POV of how contact centers can play a pivotal role in understanding consumer acceptance of reformulated CPG products. Links will be in the comments.
Episodes mentioned in this Episode: #2 New Products Tracking  and #11 Advertising Comments Tracking
SPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com for more content, including past podcast episodes, YouTube videos, and even a free official sticker! Show your support for our function and for the My Curious Colleague Podcast. Let's keep learning together! 🙌 
TRANSCRIPT: https://mycuriouscolleague.transistor.fm/episodes/100-analyzing-reformulated-products-in-the-cpg-contact-center/transcript
#cpgcx #contactcenter #productreformulation #customerfeedback #cpg

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 way for stronger consumer advocacy down the line! 
·        📈 The Art of Coupon Forecasting: Discover the secrets to successful coupon forecasting and implementation, from coordinating with marketers to utilizing print-on-demand and digital coupons. Let's make sure your coupon game is on point! 
Link to Episode 6 Gaining a Line of Sight to Marketing Plans on all the podcast players. My Curious Colleague ~ CPG CX: S1 E6 Getting Close to Marketing Plans to Ultimately Care for Your Consumers on Apple PodcastsWebsite: www.mycuriouscolleague.com

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 customer service, building trust, and the magic of authentic connections. 🤝✨ Plus, discover some fantastic tips and tricks to level up your kitchen game and approach your business! 
Wanna try these new delicious AIOLI packed with BOLD flavor from Haven’s Kitchen? Head to their site, havenskitchen.com and shop any 4-pack of AIOLI with 15% off using code: CPGCX. Choose from Sunshine Chili Aioli, Zesty Jalapeño Aioli, Chili Bang Bang Aioli or Herby Yuzu Aioli. Dip, Drizzle and Spread on everything!
Offer ends April 30th, 2024. 
Plan to listen now on your favorite podcast player and prepare to be inspired! 
Transcript here: https://dashboard.transistor.fm/shows/my-curious-colleague-cpg-cx/episodes/98-curious-about-creating-authentic-connections-w-founder-alison-cayne-havens-kitchen/transcripts
#mycuriouscolleague #podcast #inspiration #cookingjourney 

I thought I'd re-share my Book Opening of Dan Gingiss' latest book: Experience Maker: Creating Remarkable Experiences your Customers Can't Wait to Share"... PS: Exclusive offer created for us by Dan is mentioned in the podcast and below... Enjoy!
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I got something in the mail I want to share with you… It’s the new book by my colleague Dan Gingiss. In Episode #11 Redux (Bonus) of the My Curious Colleague Podcast, I literally open the package I received with Dan’s latest book titled “The Experience Maker”. 
If you stick around during this brief snippet, I’ll give you a sneak peek of & chat about the Table of Contents and what you can expect…! And P.S. he dedicated the book to YOU…!
At the end of this brief episode, I share an exclusive offer Dan created for our Community. 50% off Dan's interactive Master Class titled the Experience Maker Master Class. Use promo code: CURIOUS at check-out.

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Send in a voice message: https://podcasters.spotify.com/pod/show/denise-venneri/message