Tag Archives: podcast

Customer Experience Experts Podcast: Chris Frank

In anticipation of our 2013 event, I recently spoke to keynote speaker Chris Frank, Vice President, American Express, Author, Drinking From the Fire Hose.

As a “business person first and an author second” Frank has created an actionable resource for professionals challenged by the deluge of data now available to them. Listen to the podcast here to learn more about the book, Frank’s predictions for the future of ‘Big Data’ and more.

Want more content like this? 
Visit our newly launched “Interact” page on our event website. 

Or, join Chris Frank at the 2013 Total Customer Experience Leaders Summit. As a reader of this blog, we’d like to offer you a 15% discount off the standard registration rates, use code TCEL13BLOG.

Visit our website to download the 2013 brochure, learn more about the event, or register.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com

Customer Experience Experts Podcast: Scott Swift

Scott Swift,
Vice President, Customer Information,
Hunter Douglas, Inc

In anticipation of our 2013 event, I recently spoke to Scott Swift, Vice President, Customer Information, Hunter Douglas, Inc. about his involvement and experience with the Total Customer Experience Leaders Summit.

We discussed upcoming trends in the customer experience space, and the huge importance of knowing what your customer experience or voice of the customer program goal is.

 Listen to the podcast here to learn more.

Want to be involved in more discussions like this? 
Visit our newly launched “Interact” page on our event website to have your say. 

Or, join Scott Swift as he chairs the 2013 Total Customer Experience Leaders Summit. As a reader of this blog, we’d like to offer you a 15% discount off the standard registration rates, use code TCEL13BLOG.

Visit our website to download the 2013 brochure, learn more about the event, or register.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She is the voice behind the Total Customer Experience Leaders Summit on Twitter, Facebook and LinkedIn. She may be reached at mleblanc@iirusa.com

Shopper Spotlight: For PepsiCo, India is a Land of Shoppertunities

This blog is co-posted with the Shopper360 Blog.

Shopper Insighter Podcast Interview Takes a Research Tour of India
By Marc Dresner, IIR USA

India’like many emerging markets’has been undergoing tremendous transition at retail.

‘The Indian market is actually at a very, very nascent stage where modern trade is concerned,’ said Sangeeta Gupta, Senior Consultant, Insights & Consumer Strategy for PepsiCo India.

‘The big challenge is how do you put all of the changes taking place together and actually foresee what the landscape of the modern trade industry is going to be’? added Gupta.

In this exclusive interview for the Shopper Insighter podcast series, Gupta discusses:
‘ The introduction of ‘choice’ at retail and how research into decision makng is being deployed to manage this major development
‘ The rise of ubiquitous mobile in India and its implications for the shopping experience
‘ Partnering, innovation and experimentation’

Listen to the interview!
Download a transcript!

At The Market Research Event 2012 this November, Pepsi will be on hand to share many of the aspects of their shopper research including Understanding Local Culture to Build Effective Research Strategies in International Markets: A Focus on Russia; The Next Evolution of Shopper Insights’Behavior Design; Show Me the Money: The Role Psychology & Understanding Emotions Play in Shopper Store and Product Selection; The Art of Storytelling: Getting Traction and Action and more.  For more on Pepsi’s presence at The Market Research Event, download the agenda here.  If you’d like to join Pepsi at TMRE, register to join us today and mention code TMRE12BLOG to save 15% off the standard rate!

Editor’s note: Sangeeta Gupta will be delivering a presentation titled: ‘The Five Cs of the Bazaar in Modern Retail: Context, Conversation, Comfort, Celebration and Culture’ at the 12th Annual Shopper Insights in Action Conference taking place July 18-20 in Chicago.

ABOUT THE AUTHOR/INTERVIEWER
Marc Dresner is IIR USA’s senior editor and special communication project lead. He is the former executive editor of Research Business Report, a confidential newsletter for the market research industry. He may be reached at mdresner@iirusa.com. Follow him @mdrezz.

Speaker Spotlight: Chuck Feltz, Author, Never by Chance

In the weeks leading up to the 2012 Total Customer Experience Leaders Summit we’re going to be featuring some of the speakers.

One of our keynotes, “Never By Chance: How Leaders Align Intentional Customer Experience to Accelerate Strategy” with Chuck Feltz, CEO, Managing Partner, FELT Z & ASSOCIATES, LLC and Author, Never by Chance: Aligning People and Strategy Through Intentional Leadership will focus on what is clearly a recurring subject here on the blog: how leaders can develop an internal culture that encourages great customer experiences.

Far too many organizations leave too much to chance by failing to intentionally align people and strategy from the top down. This session will show you how to increase your organization’s relevance by creating an intentional customer experience that aligns your organization from the top down and leaves nothing to chance.

For a great sneak peek of this session, check out this interview with  Chuck Feltz on the Peter McClellan Radio Show discussing strategy.

One key takeaway  “The thing is to make sure employees understand what the endgame is.” How are you aligning your culture to your vision statement? One place to start: by joining us at The Total Customer Experience Leaders Summit this June in Boston.

Register as a reader of our blog with code TCEL12BLOG to save 15% off the standard registration rates. Visit the webpage to register today.

Podcast: Janet LeBlanc on Creating a Customer-Centric Culture

Janet LeBlanc, President, JANET LEBLANC + ASSOCIATES will be speaking on Creating a Customer-Centric Culture at our upcoming Total Customer Experience Leader’s Summit.

I caught up with her last week to record a quick podcast where we discussed the growing priority of creating a customer centric culture and some steps an organization can take to identify and change their culture.

 On trying to create a customer-centric culture Janet says “it’s one of the most challenging transformational change initiatives for any senior executive to undertake.” However, there are some concrete steps you can take to get there. The first being, define what culture your organization currently operates within.

For more on the process and the types of culture you may currently be operating under, listen to the podcast here. 

If you’d like to hear more from Janet LeBlanc, join us at the Total Customer Experience Leader’s Summit this June in Boston. As a reader of our blog we’d like to offer you a 15% off the standard registration rates, use code TCEL12BLOG to save. Visit the webpage to register today. 

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Podcast: Peter Dixon on Customer Experience

Peter Dixon, Senior Partner, Creative Director, Prophet, will be speaking on Understanding and Delivering Customer Experiences at our upcoming Total Customer Experience Leader’s Summit. I caught up with him last week to record a quick podcast where we discussed his work with Prophet and the keys to building a great customer experience program.

Peter focuses a lot of the “moments of truth” for a company, creating an emotional connection and the small moments of delight that can pay off big if a company is willing to invest in them. As he put it “big brands doing small things.”

Listen to our podcast here for more customer experience insights.

If you’d like to hear more from Peter Dixon, join us at the Total Customer Experience Leader’s Summit this June. As a reader of our blog we’d like to offer you a 15% off the standard registration rates, use code TCEL12BLOG to save. Visit the webpage to register today.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

It’s Measure Up Trivia Tuesday!

Interested in Marketing Measurement Analytics? The 2011 Measure Up conference is structured around integrating many fractured pieces of measurement analytics into one effective marketing strategy. Download the brochure to learn more.Each week between now and the event we’re playing Measure Up Trivia Tuesday!

Today’s winner will receive an exclusive 20% off code for registration on the conference.

Can you answer the following question about Measure Up?

In our Measure Up podcast series with Debjani Deb of Empower Research, she mentions one key take-away message that marketers should learn, what is it?*

*Hint ‘ the podcast can be found here.

Comment below with your answer, we’ll randomly pick a winner from any correct entries.

Measure Up Podcast Series: Rossen Roussev


Over the next few weeks, in preparation for the Measure Up conference, we’ll be highlighting conversations focusing on marketing measurement best practices in a Measure Up podcast series. In today’s edition, Measure Up conference chair Guy Powell and Steven Groves, co-author of the recently launched book ROI of Social Media, interviewed Measure Up speaker Rossen Roussev.

Roussev will be presenting “Analytics Techniques: Media Monitoring and Reputation Analysis” in the MARKETING MODELING & ANALYTICS TECHNIQUES track on Tuesday, June 7th at Measure Up. For a sneak peek of the session, listen to the podcast here.

To learn more about Measure Up, visit the event webpage. Plus, follow us on twitter for continued updates @MeasureUpIIR.

We hope to see you at the conference this June ‘ Register with code MEASURE11BLOG for 15% off the standard rate. Register here.

Measure Up Podcast Series: Lise Brende of Bing & MSN

This post has been cross-posted with our Community 2.0 blog.

Over the next few weeks, in preparation for the Measure Up conference, we’ll be highlighting conversations focusing on marketing measurement best practices in a Measure Up podcast series. In today’s edition, Measure Up conference chair Guy Powell and Steven Groves, co-author of the recently launched book ROI of Social Media, interviewed Measure Up keynote speaker Lise Brende of Bing & MSN.

For a sneak peek at Lise Brende’s keynote session ’360 Marketing Accountability,’ listen to the podcast here.

To learn more about Measure Up, visit the event webpage. Plus, follow us on twitter for continued updates @MeasureUpIIR.

We hope to see you at the conference this June ‘ Register with code MEASURE11BLOG for 15% off the standard rate. Register here.

Measure Up Podcast Series: Duncan Houldsworth of Time Warner Cable

This post has been cross-posted with our Community 2.0 blog.
Over the next few weeks, in preparation for the Measure Up conference, we’ll be highlighting conversations focusing on marketing measurement best practices in a Measure Up podcast series. In today’s edition, Measure Up conference chair Guy Powell and Steven Groves, co-author of the recently launched book ROI of Social Media, interviewed Duncan Houldsworth of Time Warner Cable. For a sneak peek at Duncan Houldsworth’s keynote session ‘In The Face of Fierce Competition; How Competitive Insight Can Drive Performance in a Multi-Channel World,’ listen to the podcast here. To learn more about Measure Up, visit the event webpage. Plus, follow us on twitter for continued updates @MeasureUpIIR. We hope to see you at the conference this June ‘ Register here!