October 2011 Articles

Radio Indy Smallbiz

Wednesday, October 26th, 2011


 
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Here is the Radio Indy Smallbiz line-up with the host and topic for each program. Go to the specified link to connect either by phone or by web-based streaming audio.

Luke W. Russell – Friday, Oct 28th, 9-9:30am
Link to connect to Luke W.’s program

Wayne Brewer – Monday, Oct. 31st, 9-9:30am
Link to connect to Wayne’s program

Wayne will be interviewing Ray Harney, who is the Parke County Tea Party chairman.

John Gifford – Monday, Oct. 31st, 9:30-10am
Link to connect to John’s program

John will discuss the Trajectory of Change: How the current business environment is not only changing but is increasing its rate of change.

Deseri Garcia – Monday, Oct. 31st, 4:30-5pm
Link to connect to Deseri’s program

Deseri’s guest will be Lorraine Ball, owner of Roundpeg. The topic will be the following: Social Media changes daily. You are never too old to learn it or stay ahead of the game.

Lisbeth Calandrino – Tuesday, Nov. 1, 9-9:30am
Link to connect to Lisbeth’s program

Lisbeth will be interviewing Chris Milian, Photographer, who will be talking about how photography can help you build your brand.

Danny O’Malia – Tuesday, Nov. 1, 4:30-5pm
Link to connect to Danny’s program

Danny’s guest will be nutritionist Alec Smith of Feel Good Nutrition.

Matt Hall – Wednesday, Nov 9th, 9-9:30am
Link to connect to Matt’s program

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Hit the Floor and Give Me 20! – Is Business Coaching Right For You?

Wednesday, October 26th, 2011

Many of us associate a coach with ear-splitting whistles, rope burns and the occasional awkward moment in the locker room. But a coach in in the corporate world means advancement and development.

According to a July 2011 American Management Association survey, almost half of companies surveyed use coaching to prepare their employees for a promotion or new role. While half of those companies restrict their work to upper management, four of 10 make them available to anyone in the company.

Coaching’s three most common uses, according to the survey, include leadership development, remedial performance improvement, and optimizing strong contributors. Most coaches meet with executives in person or by phone, either every other week or once a month for about a year, though they increasingly are available for emergency consults.

In a Fortune article about coaching earlier this month, Indianapolis-based WellPoint makes coaches available to about one-fourth of senior leadership. A company liaison typically recommends a few coaches, and then the individual chooses the best match. The company views hiring a coach as an investment in people identified as very solid performers.

With a $200 per hour fee common among coaches, is it worth the money? According to the article, companies are still struggling with how to measure its effectiveness. Some use 360-degree-feedback before and after sessions to look for changes in behavior or relationships. Others rely on evaluations from both the subject and his superior.

The clash of high achieving personalities, and yes even egos, sometimes get in the way. It is not uncommon to work with one and then depart for another.

What do you think? How could a coach help you? Would you hire one to play devil’s advocate or help you develop in another way?

Ellen Dunnigan
Accent On Business
(317) 218-5115
ellen@accentonbusiness.net

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51% of Twitter Users Think Your Customer Service Stinks

Tuesday, October 25th, 2011

kylepic

I was reading the Martiz Research report on customer service and Twitter (thanks to Jay Baer for his post about the study) and I realized that despite the fact there were plenty of good statistics…

We may have missed a valid point.
The study shines a glaring light over companies who are ignoring Twitter as a customer service model. This happened to me recently. On Tuesday I had sent a tweet to Southwest (a complaint) and never received an answer. Jay points out that 70% of companies ignore customer service on Twitter.

I found something else in the study and I find it fairly disturbing. Yes, 70% of companies ignoring customer complaints on Twitter is disgusting. However, the study also found that 51% of respondents didn’t believe the company would actually answer them anyway.

This is a symptom to the overall problem of communication within the digital world. There is a great quote from Paul Greenburg that pretty much sums all this up.

“What I do care about is that you conclude that your company needs to change the way you deal with the customer NOW, because the customer has already changed the way they deal with you.”
Are we training the customer to not care? You may be great at customer service but this study isn’t speaking directly to your individual customer. It is giving you a good idea of what the consuming public thinks and how they act.

Three things to remember:

1. Research – You may be surprised how little you know about your customer database. Do you have the information you need to deliver quality customer service? Are you using Twitter and monitoring sites (like Google Alerts) to keep track of the conversation?

2. Systems – Use Hootsuite or CoTweet to enable your employees to respond to customer complaints on Twitter. They both have extremely valuable systems for answering and responding to Tweets of the positive or negative nature. Talk to your staff about the value of the system and what exactly should happen when a customer complaint is read.

3. Value – Try to setup metric to measure the value of the answers for employees and customers. Did the answer drive revenue? Did the lifetime value of the customer increase because of the answer via social media? We are all new to this world but in order to measure the right way… you need the right data.

kyle lacy
mindframe
(blog) www.kylelacy.com
(web) www.yourmindframe.com
(join) www.smallerindiana.com
(tweet) kyleplacy

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Radio Indy Smallbiz Update

Monday, October 24th, 2011


 
&nbsp: 
Here is the Radio Indy Smallbiz line-up with the host and topic for each program. Go to the specified link to connect either by phone or by web-based streaming audio.

Luke W. Russell – Friday, Oct 28th, 9-9:30am
Link to connect to Luke W.’s program

Wayne Brewer – Monday, Oct. 31st, 9-9:30am
Link to connect to Wayne’s program

Wayne will be interviewing Ray Harney, who is the Parke County Tea Party chairman.

John Gifford – Monday, Oct. 31st, 9:30-10am
Link to connect to John’s program

John will discuss the Trajectory of Change: How the current business environment is not only changing but is increasing its rate of change.

Deseri Garcia – Monday, Oct. 31st, 4:30-5pm
Link to connect to Deseri’s program

Deseri’s guest will be Lorraine Ball, owner of Roundpeg. The topic will be the following: Social Media changes daily. You are never too old to learn it or stay ahead of the game.

Lisbeth Calandrino – Tuesday, Oct. 25th, 9-9:30am
Link to connect to Lisbeth’s program

Danny O’Malia – Tuesday, Oct. 25th, 4:30-5pm
Link to connect to Danny’s program

Matt Hall – Wednesday, Oct. 26th, 9-9:30am
Link to connect to Matt’s program

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