In this episode, #107, Denise and Nicole Nutile of Wiley discuss how to incorporate sustainability or "going green" into daily life and the workplace, emphasizing the importance of small, impactful changes. 

Nicole Nutile shares her journey from working in operations to becoming the global co-chair of the Wiley Green Group, driven by her passion for eco-friendly practices. She highlights surprising statistics about plastic pollution and other types of litter, emphasizing the urgency of environmental action. 

Additionally, Nicole offers a free PDF on the United Nations' Sustainable Development Goals, inviting listeners to DM her or Denise on LinkedIn to get a copy and start making a difference today.



#107 Curious about...Getting "Green" at Work, Home & the Contact Center w/Nicole Nutile, Manager-Customer Success & Customer Experience

Hello My Curious Colleagues! This Tuesday 6/11/24, on Episode #106 of the My Curious Colleague Podcast, I’m Curious about…Creating FAQs that Boost your Agent’s Confidence & Your Consumers’ Experience. 

🌟 Tune in to discover how to craft the perfect FAQ that empowers your agents and enhances your consumer's experience. 

Here's a sneak peek of some of what you'll learn:

🔹 🗣️Voice Matters: Ensure your FAQs reflect your brand's voice, especially for social media channels.

🔹 🔐 Transparency is Key: Balance sharing necessary information while keeping proprietary details confidential. 

🔹 💪 Empower Your Agents: Equip your team with up-to-date product info and images to boost their confidence and engagement. 

Don't miss this episode, packed with actionable tips to elevate your contact center! 🚀

🔗 Check it out now: www.mycuriouscolleague.com [http://www.mycuriouscolleague.com] P.S. Visit my new website for past episodes, YouTube videos, and grab your free official sticker! 🎉

SPONSORSHIP: My new website – mycuriouscolleague.com -  is sponsoring today’s episode. Do, check out my new website at www.mycuriouscolleague.com [http://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/106-curious-about-creating-faqs-that-boost-your-agent-s-confidence-your-consumers-experience/transcripts

#contactcenter #customerexperience #faq #customerengagement

#cpgcx #marketingtips  #podcast 

#106 Curious about… Creating FAQs that Boost your Agent’s Confidence & Your Consumers’ Experience

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 [http://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 

98. Curious about...Creating Authentic Connections w/Founder, Alison Cayne - Haven's Kitchen

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

97. (Redux) Dan Gingiss' Book Opening:Creating Remarkable Experiences Customers Can't Wait to Share"

 


🍽️ This week I'm CUROUS about... Home, Kitchen & Food Trends. My resident Cooking, Kitchen & Food Trends Adviser here on the @my curious colleague podcast is back..! Join me this Tuesday, 8.29.23 for Ep 96 w/my guest & colleague, @Jane Freiman, Founder of @smart kitchen group. 

And she’s bringing info on a health & wellness innovation contest w/a $10K prize… AND… she’s making our colleagues an offer for a 1:1 trends consult for the first 5 people who reach out to Jane…So listen in on Tuesday for how to get the details on BOTH of these…!  

Key highlights:
🍄Food Trends Explored: Think hot trends like tin foods, mushroom mania, & alcohol-free spirits transforming the culinary world.

🍳 Cooking Sources Revealed: Jane’s sharing which source for recipe & cooking ideas has usurped the #2 spot on the list. P.S. Trust is still the main driver for long term adoption tho. Can you guess…??

🍽️ Futuristic Kitchens Unveiled: Have you ever heard about a Scullery…? Discover the buzz about hidden kitchens & their impact on kitchen design. Plus, learn about packaging choices that may be more essential than ever.  


🏆 Innovation Contest Alert: Learn how to enter the health & wellness innovation contest sponsored by WIT & Lake Nona Institute. Craft kitchen solutions for a chance to win $10,000! Contact Jane at jane@smartkitcheninsights.com for more details.
🌟FREEBIE Alert:  Be the first 5 persons to email Jane to win an exclusive 25-min 1:1 trend insights session. Email Jane at jane@smartkitcheninsights.comand let her know your interest. 


💲Ad colleague (Liquid I.V.):

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96. Curious about Home, Kitchen & Food Trends w/Jane Freiman-Founder, Smart Kitchens Group

 



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: Michelin uses Rule based AI - a chatbot software, to power Mitch working with a BPO (Business Process Outsourcing) company called Foundever.com to manage the chatbot.

ü  Evolution and Learning: Over time, Mitch's capabilities have evolved based on the questions and interactions it receives. The team continually refines Mitch's responses and knowledge base based on user queries and feedback. That seems hard…! But Joe breaks it down for us…!

ü  Pre-Purchase Assistance: Mitch primarily handles pre-purchase inquiries, guiding customers through the tire selection process, providing information on specifications, and directing them to dealers for purchases.

ü  User Experience and Training: Mitch's initial appearance on the website was adjusted to provide a more subtle and user-friendly experience. The chatbot's training involves analyzing user interactions and improving its responses, with a focus on addressing common user queries.

ü  Improving Customer Experience: Mitch has not only reduced call volume but has also contributed to a better user experience on the Michelin website and surprisingly now…Generates Revenue: Mitch has been utilized to send leads to the "buy now" button on Michelin's website, generating revenue by guiding customers to dealers for tire purchases.


💜 Joe’s non-profit organization shout out goes to the Harvest Hope Food Bank www.harvesthope [http://www.harvesthope/].org  Harvest Hope Food Bank is one of the organizations that Michelin supports in Greenville, SC whihc provides food and resources to people in need. Love that one, Joe…!

So… thank you Joe for joining me on S4 Ep95 – Full Episode out now on the @My Curious Colleague podcast. 

 

As always, thank you for all for your support My Curious Colleagues…! 

 

💲Ad colleague (Liquid I.V.):

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#businesspodcasts #consumerelations #customerexperience #chatbots #CPGCX #CPG #socapinternational



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95. Curious about Enhancing CX with Chatbots & Virtual Assistants w/Joe Mazur, Director Consumer Care-Michelin North America

💲Ad colleague (Liquid I.V.):

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🌽 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 or ordered Home Delivery from their retailer - I for one have - will find this episode interesting…!

 

Podcasts links here: 

🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157

🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais 

 

Key highlights:


🛒 Robotic Revolution: Step into Kroger's Delivery thru the eyes of Brendan, where robots handle groceries delicately and maintain quality across temperature zones.

🛍️ Seamless Satisfaction: Hear about the customer-centric approach to grocery delivery, from precise substitutions to app-driven weather adjustments, all aimed at delivering a seamless experience.

🛒 User-Driven Innovation: Uncover the balance of technology and human touch, as Brendan highlights how customer feedback shapes everything from substitutions to delivery, ensuring exceptional customer service.

💜Brendan’s non-profit organization shout out goes to Forgotten Harvest. Kroger partners with organizations like Forgotten Harvest, sharing their commitment to addressing food insecurity. www.forgottenharvest.org [http://www.forgottenharvest.org]. Appreciate Brendan sharing that one…

 

So… thank you Brendan for joining me on S4 Ep94 – Full Episode out now on the My Curious Colleague 🔍 #CPGCX [https://www.linkedin.com/company/77179610/admin/feed/posts/]podcast on your favorite podcast player.

 

As always, thank you for all for your support My Curious Colleagues…! 

 

💲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.

 

#customerexperience #cpg #podcasting #krogerdelivery 


💲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.

 

94. Curious about CX/Customer Service for Retailer Delivery/Pick-up Service w/Brendan Schema, Finance intern at Kroger Delivery

💲Ad colleague (Liquid I.V.):

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🧭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 [https://www.linkedin.com/company/77179610/admin/feed/posts/], Operations Manager of Consumer Care at the Campbell Soup Company [https://www.linkedin.com/company/77179610/admin/feed/posts/].

 

Cathy’s operational leadership style focuses on balancing system requirements, agent autonomy, and effective training to enhance both agent satisfaction and overall operational efficiency in the consumer care space. She really made me think 🤔about some of the conventional wisdom I held in these areas…!

 

Podcasts links here: 

🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157

🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais 

 

Key highlights:

📌 Empowering Operational Leadership: Cathy Guidi-Scherm reveals her innovative leadership style that empowers agents to grasp the "why" behind tasks, fostering a sense of belonging and value within the Team.

📌Smart System Automation: Cathy challenges traditional approaches to required fields, advocating for a balanced system automation that prioritizes critical information while boosting agent efficiency.

📌Engaged Agents, Stellar Service: Cathy's vision emphasizes engaged agents as crucial team members, promoting transparency through structured feedback and empowering them to provide strong customer interactions.

 

💜Cathy’s non-profit organization shout out goes to National Ovarian Cancer Coalition, urging listeners to raise awareness about ovarian cancer and take early action. www.ovarian.org

 

So… thank you Cathy for joining me on S4 Ep93 – Full Episode out now on the My Curious Colleague 🔍 #CPGCX [https://www.linkedin.com/company/77179610/admin/feed/posts/]podcast on your favorite podcast player.

 

As always, thank you for all for your support My Curious Colleagues…! 

 

💲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.

 

#customerexperience #cpg #podcasting 


💲Ad colleague (Liquid I.V.):

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93. Curious about Time Tested Ways to Achieve Operational Excellence in Consumer Care w/Cathy-Guidi Scherm, Campbell Soup Company

💲Ad colleague (Liquid I.V.):

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🎀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 excited to welcome her to the show. Get ready for an informative conversation!

Join us for this episode (Ep 92) packed with valuable best practices benchmarking. So don't miss out – click on the link now! 🎧

Podcasts links here: 

🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157

🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais 


Key Highlights:
🚀 Leading the Social Media Engagement Team: Discover Rakeb's passion for social media and how she played a pivotal role in establishing and leading General Mills' Social Media Engagement Team. She shares how they evolved from just listening and reporting to engaging directly with consumers worldwide!

🌍 The Power of Cross-Functional Collaboration: Rakeb shares insights into the magic that happens when consumer affairs teams work hand-in-hand with Marketing, Regulatory, Labeling teams & Community Managers. It truly takes a village to provide top-notch customer support!

🎯 Navigating Challenges: Dive into the world of consumer inquiries and how Rakeb's team categorizes and handles various types of engagements based on risk levels. Learn how they leverage Salesforce and a robust Knowledge Base to ensure consumers get accurate and timely responses.

💜 Rakeb’s non-profit organization shout out goes to People Serving People, the largest emergency shelter for families experiencing homelessness in Minnesota. Appreciate her sharing that organization…! www.peopleservingpeople.org
[http://www.peopleservingpeople.org]


So… thank you Rakeb for joining me on S4 Ep92 – Full Episode out now on the My Curious Colleague podcast. P.S. And listen to my episode with General Mills’ Consumer Care Lead, Brian Schalk…They are a dynamic duo! Brian’s S3 Ep43 link here: https://media.transistor.fm/b00a9102/d9198f24.mp3

  

As always, thank you for all for your support My Curious Colleagues Community…! 

 

💲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.

 



💲Ad colleague (Liquid I.V.):

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#Podcast #ConsumerRelations #GeneralMills #SocialMediaEngagementCare #CPGCX #CPG 

92. Curious about Benchmarking Best Practices | System, Operations & Social Media Leadership w/General Mills' w/Rakeb Araya, Global System Project & Operations Team Manager

⭐⭐⭐⭐⭐This week on the My Curious Colleague 🔍 #CPGCX [https://www.linkedin.com/company/77179610/admin/feed/posts/#] #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 [https://www.linkedin.com/company/77179610/admin/feed/posts/#], co-founder and CEO of Yogi [https://www.linkedin.com/company/77179610/admin/feed/posts/#], a consumer sentiment analysis platform. 

 

Podcasts links here: 

🍎 Apple Podcast: https://podcasts.apple.com/us/podcast/my-curious-colleague/id1565590157

🦒Spotify: https://open.spotify.com/show/2NmNkE7c2qqPpnHI7mTais 

 

Here's a summary of the highlights:

➡️The Importance of #ratingsandreviews : We discuss the rising importance of customer reviews and ratings, especially with the surge in online shopping during the pandemic. And we touch on the significance of online feedback and how it has evolved over the years.

➡️   Yogi's Role in Consumer Insights: Gautam explains that Yogi is a reviews and ratings analysis platform that helps brands gain a comprehensive understanding of customer feedback. It helps to pinpoint what customers like and dislike about their products and compares this data to competitors' performance.

➡️ How Yogi Works: Using AI and natural language processing, Yogi analyzes millions of data points from reviews to provide insights that would be impossible for humans to achieve manually. The platform can highlight patterns and sentiments across various products and brands.

➡️   Bridging the Gap between #CX/Consumer Relations and Marketing: Yogi's data can be useful for both consumer relations and marketing teams. It helps frame complaints and comments and aids in identifying opportunities for improvements in products or marketing strategies.

➡️  The Future of Reviews and Ratings: Gautam sheds light on the exciting future of reviews and ratings. Big tech companies are leaning into AI-driven technologies to provide customers with more efficient and personalized shopping experiences. These advancements will revolutionize how consumers make purchasing decisions and interact with products online.

 

💜 Gautam’s non-profit organization shout-out goes to the Boys & Girls Club of America. www.bgca.org Love that …A Classic

 

So… thank you Gautam for joining me on S4 Ep91 – Full Episode out now on the My Curious Colleague podcast. 

 

As always, thank you for all for your support My Curious Colleagues…! 

 

💲Ad colleague (Liquid I.V.):

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#MyCuriousColleague #Marketing #ratingsandreviews #customerexperience #CPGCX #caringdeeplyforyourconsumers #podcasting #insights #ai #nlp 


Thanks to my Ad colleague Liquid I.V. for the promo code:

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91. Curious about "How to Deepen Consumer Feedback Insights from Ratings & Review to Optimize Product & Experience

My intent is to celebrate and elevate the consumer relations function in CPG
(Consumer Product Goods) companies, especially for Brand Specialist and Analysts
roles and responsibilities... ! Support this podcast:
https://anchor.fm/denise-venneri/support