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Titans of Customer Engagement
25 minutes | Sep 7, 2021
Drive Customer Engagement with the Help of Internal Stakeholders
As the world continues to deal with the ramifications of the pandemic, building a community is more important than ever. Marketing expert, helmswoman of the Microsoft Tech Community (boasting over 600k members), and an engaging podcast host in her own right (check out The Uptake), Anna Chu, the Senior Product Marketing Manager at Microsoft, is a powerhouse of innovation — and also makes a mean espresso martini. Here's a sneak peek: - The challenging but rewarding process of creating a community to nurture future product advocates. - Building an online commonality is a worthwhile investment. - Thinking more holistically to leverage organic marketing. - Organizational change requires a lot of listening on every level. To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible Spotify, or your preferred podcast platform.
21 minutes | Aug 17, 2021
Strategizing Social Media for an Ever-Evolving World
Is your social media campaign the same on every platform? That could be why your social media strategy is failing. When it comes to social media, you can’t afford to be lazy. So says our latest guest, Lucas Diorio, Social Media Manager at GTB, where he is building customer engagement and experience every day. In this episode, we discuss: - Why it pays to tailor your social media messaging to the platform - How to measure your social media strategy - How to keep up in the ever-changing social media landscape To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform. Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.
17 minutes | Aug 3, 2021
NetApp Community Channels: Measuring Growth & Implementing New Features
Finding the best ways of interacting effectively within channels between customers and NetApp can be a challenging journey. Through tracking measured growth & implementing new features, NetApp continually provides a first-rate experience. Drew Claybrook, Digital Support Community Manager of NetApp, joins the show to discuss his experience with NetApp and how they’re expanding community channels to provide even better customer support. What we talked about: - Helping customers effectively within channels with a focus on community - How to measure the success around the growth of the community - Beneficial additions within the community & implementing new features - Actionable next steps for listeners after the podcast Check out these resources we mentioned during the podcast: - NetApp KB TV Youtube Channel - NetApp on Facebook To hear more interviews like this one, subscribe to theTitans of Customer Engagement Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.
25 minutes | Jul 20, 2021
Invest for Impact: Transforming a Legacy Brand with Digital Engagement
How does a company of 8,000 innovators, problem solvers, and deep thinkers stay hidden from the public eye? MITRE Corporation managed to do just that as its team tackled some of the world's toughest problems for 60 years. But when MITRE needed to tell its story, the company lacked a platform. What does it take to build a social media presence for a legacy brand? In this episode of Titans of Customer Engagement, we talked with Kelsey Jones Art, Social Media Lead at MITRE Corporation, about shifting a longstanding organization into the social media space. We also discussed: - Why you can't just hit the Tweet button and call it a social media strategy - How to set yourself up for success with the right tools and resources - Creating a culture shift to get employees talking about you on social media - 6 steps to creating social media engagement with customers and employees - How to take a new social media initiative to the next level Subscribe to Titans of Customer Engagement on Apple Podcasts, Spotify, or our website.
22 minutes | Jul 8, 2021
Audience-First: Lessons & Strategies for Building a Better Brand
Where a lot of businesses make mistakes is putting the brand first instead of the audience. While it’s important for the brand to let people know what they do, in the current social environment, it’s more important than ever to think about the audience and how the brand fits in rather than the other way around. Karen Pace, Director, Social and Content Marketing at Randstad USA, joins the show to discuss social justice lessons & marketing strategies that have strengthened Ranstad’s mission to be truly audience first. What we talked about: - Issues with putting your brand first and audience second - Supporting the voice of the brand - Supporting social justice and the audience-first approach - Tracking performance w/ the Khoros Marketing platform - Next step for listeners’ businesses Check out these resources we mentioned during the podcast: - Randstad USA Instagram - Randstad USA Twitter - Randstad USA Facebook To hear more interviews like this one, subscribe to theTitans of Customer Engagement Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.
31 minutes | Jun 22, 2021
Socialize by Using Social: Engaging Customers for Exceptional CX
Have you ever wondered how TV networks approach social media? The TV industry is unique in that their focus is a combination of customer engagement and audience engagement. So, how do they target both? In this episode of Titans of Customer Engagement, we interviewed Lars Aaes, Social Media Teamlead at TV 2 Marketing, about how TV networks create their social media strategies and what they're looking to achieve. We also talked about: - How TV differentiates itself from other media industries on social media. - How to facilitate discussion while protecting users from abuse. - Challenges within the TV industry and how they impact social presence. - How to structure internal communication for better external communication. - How organizations can improve the audience experience through their engagement on social. - The best kind of content for customer engagement. Subscribe to Titans of Customer Engagement on Apple Podcasts, Spotify, or our website.
25 minutes | Jun 9, 2021
Being Present on Social Media: It’s Harder than You Think
Think of the brands you know that do social media VERY well. Which ones come to mind? What are the things they all do that make them experts at social media? What’s the one thing they’re incredible at that other brands seem to have trouble with? Engagement. Actually being present and engaging with their audience. On this episode of Titans of Customer Engagement, we talked with Kerrie Roberts. Kerrie is the Social Media Manager of Customer Service at Experian, and had a lot to say on this episode about: - The difference between being on social media and being present on social media - Giving your teams every tool possible to solve customer problems - Social Media practices that you SHOULDN’T be doing - Staying fresh on social media in a heavily regulated industry Keep connected with Titans of Customer Engagement at Apple Podcasts, Spotify, or our website.
7 minutes | Jun 9, 2021
Welcome to Titans of Customer Engagement
You see a need in your organization to improve or unify the customer experience, whether that’s embracing digitization, collaborating across departments, or deepening customer relationships. The language you speak is all about engagement. And it’s certainly not easy. If you’d love to sit down and chat about your strategic next steps with an experienced guide, then the Titans of Customer Engagement show is for you. Keep connected with Titans of Customer Engagement at Apple Podcasts, Spotify, or our website. Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.
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