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Generational Marketing: To Know Them is to Engage Them

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Photo by paul bica

“It’s hard to give truly superior service if you don’t know who you’re talking to and what really matters to them.” – Kelly Mooney, author of The Ten Demandments

Who are your customers? What do they like? What don’t they like? If you don’t know the answers to these important questions, then you don’t know your customers. To know them is to engage them, and to engage them is having customers for life.

Knowing your audience is especially important when trying to target content to various generations in the marketplace and in the workplace. During next week’s Total Customer Experience Leaders Summit, Kassandra Barnes, Research & Content Manager, CareerBuilder.com, presents “Mastering the Mindset of the Millennial Candidate.” You’ll learn how to harness the knowledge and skill set of Millennials, the first generation to grow up digital.

In the meantime, check out these helpful articles on how to effectively market to the millennial generation to build meaningful and long-lasting customer relationships:

To learn more about TCEL and register, go to http://www.iirusa.com/totalcustomer. Stay connected with TCEL:

  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer

In what ways does your organization use generational marketing?

 


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How to Recognize Your Employees through Storytelling

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Photo by paul bica

“People may take a job for more money, but they often leave it for more recognition.” – Dr. Bob Nelson, best-selling author and motivational speaker

According to Total Customer Experience Leaders Summit (TCEL) session speaker Janet LeBlanc, “Customer-centric companies know how important it is to reward and recognize their employees.” Creating a relevant story with the employee at the center of the recognition goes a long way to unlock higher performance and engagement.

A story that lacks a unique perspective will create the opposite effect as described in “How to Ruin an Employee’s Big Moment” by Jeff Haden.

Great recognition uses great storytelling as its foundation. Learn how to effectively recognize your employees in “Transforming Company Culture through Storytelling” by Darcy Jacobsen.

Join me in Miami next week (April 9-11) for TCEL and hear more about employee recognition from Janet LeBlanc during her session, “Employee Recognition Programs Energize and Strengthen Customer-Centric Organizations.”

To learn more about the event and register, go to http://www.iirusa.com/totalcustomer. Stay connected with TCEL:

  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer

How are you using stories to recognize your employees and strengthen your organizational culture?


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Build Customer Relationships That Matter Through Social Media

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Today on Customers 1st, I posted “Build Customer Relationships that Matter through Social Media” as a follow-up to last Friday’s post, “What Your Customers Say When You Don’t – or Won’t – Listen.”

I’m enjoying guest blogging for the Total Customer Experience Leaders Summit, April 9-11, in Miami, Florida. This year’s Summit focuses on “Return on Relationships: Factoring Empathy into the Stakeholder Equation.” To learn more about the event and register, go to http://www.iirusa.com/totalcustomer. Stay connected with TCEL:
  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer

How do you build customer relationships on Twitter?


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Know. Grow. Show. Digital Summit Phoenix.

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Join me at the Digital Summit Phoenix, March 31-April 1, presented by TechMedia, for leading edge digital media and marketing content and top flight networking opportunities with internet execs, online marketers, entrepreneurs and digital strategists.

Why should you attend Digital Summit Phoenix?

  • Know: Be educated on top-level trends, leading technologies, best practices and hands-on techniques in sessions designed to help you excel in the quickly evolving digital space.
  • Grow: Stay educated with the latest insight into trending and emerging technologies that affect your continued career knowledge and your company’s bottom line.
  • Show: See over 75 speakers from leading brands. Meet potential customers, vendors, expert resources, friends and colleagues.
  • . . . and SAVE: As a sponsor of Digital Summit Phoenix, IABC Phoenix is offering a $50 savings on registration.

Don’t miss out on two days of career advancing-business growing content, hours of peer networking, open bars, good food, cool swag and lots more!

Stay connected with Digital Summit Phoenix:

  • twitter.com/DigSumPHX  #DSP14
  • linkedin.com/Digital Summit Phoenix
  • facebook.com/digitalsummitphoenix


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What Your Customers Say When You Don’t – or Won’t – Listen

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As a guest blogger for this year’s Total Customer Experience Leaders Summit (TCEL), April 9-11 in Miami, Florida, I posted the article “What Your Customers Say When You Don’t – or Won’t – Listen” on the Customers 1st blog today.

This year’s Summit focuses on “Return on Relationships: Factoring Empathy into the Stakeholder Equation.” To learn more about the event and register, go to www.iirusa.com/totalcustomer.
Stay connected with TCEL:
  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer

What are your customers saying about your organization?


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A New Twist on Storytelling – The Cleveland Clinic Empathy Series Continues

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To follow-up on my post “What’s Missing from Your Corporate Videos,” here is the next video in the Cleveland Clinic empathy series. “You’ll be moved by these life-changing stories, and astonished when you learn what these patients have in common.”

Cleveland Clinic’s Empathy Series Continues – Patients: Afraid and Vulnerable

As a guest blogger for this year’s Total Customer Experience Leaders Summit (TCEL), April 9-11 in Miami, Florida, I’d like to make you aware of two sessions where you’ll “discover the emotional drivers that are critical in creating an effective customer story and how to factor empathy into the bigger equation to get a return on customer relationships:”

  • “Bringing Empathy into Your Organization,” Crystal Collier, CEO, Tarp Woldwide and Dan Hill, President, Sensory Logic
  • “Empathetic Marketing for Total Customer Experience,” Mark Ingwer, Ph.D., Founder, Insight Consulting Group
This year’s Summit focuses on “Return on Relationships: Factoring Empathy into the Stakeholder Equation.” To learn more about the event and register, go to www.iirusa.com/totalcustomer.
Stay connected with TCEL:
  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer

How are you developing more empathy in your professional and personal lives?


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Every Great Intranet Reveals a Great Story

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In January and February’s posts, I shared ideas on how to incorporate strategic storytelling into your overall communication programs. I also provided you with a template to help you get started in identifying your organization’s great stories.

This month, I will share ideas on incorporating storytelling into your internal (employee) communication programs.

Let’s begin by focusing on your organization’s intranet. Use “9 Types of Content Every Intranet Should Have” by Andrew Wright, posted on www.ragan.com, as your checklist to build or improve upon your organization’s intranet.

A highly effective intranet makes it easier for employees to do their jobs, which means increased productivity, collaboration, engagement, and profitability for your organization.

Need some inspiration on why and how to tell great stories? Read “Three Tips to Telling a Persuasive Story” by ePals CEO Katya Andresen, posted on www.linkedin.com.

What features of your organization’s intranet do your employees find relevant and use the most? How does your organization’s intranet incorporate storytelling?


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What’s Missing from Your Corporate Videos?

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Following up on last week’s post, How to Create Your New Slant on Corporate Videos, here is another example of a powerfully compelling video containing the one important element missing from many corporate videos: empathy.

Empathy: The Human Connection to Patient Care by Cleveland Clinic

You can also find The Cleveland Clinic video and an article about creating more empathy through video at www.teamworkandleadership.com.

As you can see, making a difference in people’s lives builds trust and credibility and of course, creates a better world for all of us! Want to learn how? Check out In Video, Connecting is King, from www.ragan.com, for some advice on how to get started.

How are you developing more empathy in your professional and personal lives?


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How to Create Your New Slant on Corporate Videos

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“Let’s not forget that the little emotions are the great captains of our lives and we obey them without realizing it.”  ― Vincent Van Gogh (www.goodreads.com)

Great storytelling evokes emotion. Using the power of storytelling, you can create emotionally compelling videos with equally compelling messages that will continue to resonate with your audiences and build brand loyalty.

This video is one of the best examples of storytelling I’ve seen:
http://publicwords.com/the-3-minute-storytelling-lesson-you-wont-forget/?goback=
This post on www.publicwords.com also provides tips on how to recreate the same “magic” for your videos.

Ready to learn more? Here are two articles from www.ragan.com to help get you started on creating your new slant on corporate videos:

What are some examples of highly effective corporate videos you’ve seen or created?