Keeping up with fast-paced customer interaction.October 17, 2014 / Podcast # 14-21
In A World Gone Social: How Companies Must Adapt to Survive, co-authors Mark Babbitt and Ted CoinÃ© discuss social media as a change agent that is essentially marking a new era of business. They argue that companies who donâ€™t maintain a social media presence will eventually become obsolete due to the fact that they will have a more difficult time consistently progressing themselves based on customer needs. Now, customers have the ability, at any time, and very easily, to influence other customers by sharing their experiences, both good and bad that they have had with companies. The authors insist that companies who donâ€™t provide the best customer service possible, and treat people with respect no matter what medium, will be hurting their business irreparably.
Mark Babbitt is the CEO of YouTern, a community that enables those in career transition – from college students to workforce veterans – become highly employable by connecting them to high-impact internships, mentors and contemporary career advice. Mark also serves as President of SwitchandShift.com, a site and consultancy dedicated to leadership in the Social Age, and is CMO and a co-Founder of ForwardHeroes.org, a non-profit that assists military veterans successfully transition into the civilian workforce.
Ted CoinÃ© is a three-time CEO, and chairman and founder of switchandshift.com and a keynote speaker. CoinÃ© is an influential business expert and is very highly regarded for leadership, customer service, and social media influence by Forbes, SAP Business Innovation, and the Huffington Post. Ted plays an active role as a consultant for several companies, helping to make them more human-focused.
Social media is the go-to tool for businesses to connect to their customers. However, many businesses use the wrong type of social media or lose sight of with is important to their business model. Join Jeremy Goldman, author of the book Going Social, as he talks about the traps and pitfalls a business may face when trying to establish a social media presence. Remember social media is just a tool, donâ€™t lose sight of your business and give in to the hype.
Protecting Your Assets in the Digital AgeApril 20, 2012 / Podcast # 12-08
Jane Jordan, author of the book The Four Stages of Highly Effective Crisis Management says that every company should have a crisis communication plan. With the development of social media and new forms of immediate communication, it is even more important than ever. What was once the province of professional reporters is now free and available to everyone. Regardless of a companyâ€™s preferred talking points, anyone can hit â€œpostâ€ instantly, as there are fewer and fewer communication boundaries. However, if you have a plan, Jane says itâ€™s possible to be prepared and successfully manage a communication crisis as in the cases involving the Red Cross or BP.
A former journalist with Australian Consolidated Press in Sydney, Jane Jordan has been at the forefront of media training and crisis management for over two decades. She developed a unique four-stage methodology for crisis management whilst at the helm of Australia’s leading media training consultancy, Media Skills. The methodology has been used around the world by hundreds of organizations and thousands of executives.
For additional training on this topic, consider these AMA seminars:
*How to Create an ITIL Service Desk and Incident Management Process
*AMAâ€™s Insurance and Risk Management Workshop
*Making Sense of Web 2.0: Leveraging Social Media in Your Organization
To learn more, read these AMACOM Books:
*Why Some Companies Emerge Stronger and Better from a Crisis, by Ian I. Mitroff
*Managing Crisis Before They Happen, by Ian I. Mitroff, Gus Anagnos
*Chaotics, by Philip Kotler, John A. Caslione
Adopting New Tactics for Efficient RecruitingJanuary 27, 2012 / Podcast # 12-02
What changes should your organization consider in order to get the most out of the recruitment process? New York Times bestselling author, George Anders, discusses this in his new book entitled, The Rare Find: Spotting Exceptional Talent Before Everyone Else. George emphasizes the importance of new technologies and social networking and how they play a critical role in finding all stars for your organization. In addition, George explains why testing and assessments are key elements of the recruiting process to build a strong team and corporate culture. Listen and learn as George shares how highly successful organizations such as GE, Facebook, and the U.S. Army identifying, recruit, and cultivate top performers.