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02/10/09--10:00: Segment #3: Mike Cooper - Success Story - Feb 10,2009 (chan 2931492)

Segment #3: Mike Cooper--Success Story. Mike is a Senior Executive with more than 15 years of experience improving sales, profit, and customer retention for mid-sized Business to Business companies and Fortune 500 level service industries. He is adept at creating a compelling vision, communicating to team members, getting buy-in from key stakeholders, mentoring, and motivating teams to peak performance. Mike leads by example and inspires others to achieve exceptional results with his strong work ethic, straightforward communication style and enthusiasm. He excels in turnaround situations, reorganizations, and acquisitions. Mike is a results-oriented, visionary and pragmatic leader, who is proficient in goal setting, benchmarking, measuring, and implementing successful growth strategies.


07/08/09--11:00: Interview with Roy Barnes of the Marriott - Jul 08,2009 (chan 2931492)

Roy Barnes is the former head of customer experience for the Marriott. He belives that most companies aren’t run by the CEO’s or even Senior management. Most companies are run by the people who show up every day to push the mission and vision forward. It is the employee, their interest, heart and engagement that drive customer satisfaction…in all but a handful of circumstances, it is the human side of company/customer interaction that proves the difference. Proof ultimately is in the numbers. It is in the levels of satisfaction and engagement that a company’s customers have that drive financial performance in the long term. At Marriott, Roy Barnes and his team was able to quantitatively prove the value of customer engagement to the profitability of the business. If you can, this is job one for the chief customer advocate.


08/04/09--20:00: IQPC Podcast with Rob Findlay - NAB - Aug 05,2009 (chan 2931492)

IQPC Australia's 'Customer Experience Interactive' brings together a multitude of customer experience professionals to explore strategies, share ideas and knowledge to drive profitability through experience management, employee engagement and customer loyalty. Joining us from National Australia Bank (NAB), is Customer Experience Manager, Direct Sales and Service - Portfolio Management & Strategy, Rob Findlay. Rob will host a roundtable discussion at Customer Experience Interactive on embedding a customer centred design in process improvement. Listen live, visit www.iqpc.com/au/ceinteractive, or call Taner Ozdemir on + 61 2 9229 1050 for more information, to request a brochure, or to register.


08/12/09--10:30: Customer Experience Management Using Social Media - Aug 12,2009 (chan 2931492)

**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Kimarie Matthews, vice president of customer advocacy and loyalty at Wells Fargo Bank: how to monitor and manage customer experience using social media such as Twitter and the blogosphere. Discover customers' conversations about your brand, turn-around negative sentiment, and build comeraderie for improved customer experience and profitability. (28:55; this interview is highlighted in the article: Customer Experience Management Using Social Media.)


10/29/09--20:00: NORMAN RICH - Oct 30,2009 (chan 2931492)

TUNE IN EVERY THURSDAY AT 11PM EST! Mrs. Success features Norman Rich from Washington DC. His clients and associates recognizes him as a first and last mile visionary, Norman Rich has spent more than 30 years working in every facet of marketing and communications. Providing multidisciplinary engagement leadership, Norman draws upon experience in design, marketing, communications, customer relationship management, advertising, direct response, interactive marketing and business management. In addition to tenures in promotions, merchandising, and public relations, Norman has extensive creative experience. Norman is as comfortable in the world of fast-paced entrepreneurial start-up environments as he is with Forbes/Fortune 100 clients. He has also been a vital part of the growth and success of each venture he has been associated with. For eight years, Norman was President and CEO of Black Ink Communications, growing the company from one to five offices (NY, NJ, Los Angeles,Tulsa, OK and Miami) before leaving to join Arnold Worldwide,one of the world’s leading advertising firms, as Senior Vice President, Director of Interactive and Direct Response, in 1994. Norman has a consistent track record of maximizing profitability for the organizations that he has managed and the client organizations that were served. His impressive track record of customer solutions includes workcompleted for the following companies: Mobil Oil Corporation, Avon, DeWALT Industrial Tools (a division of Black & Decker), SAP, Platinum technologies,Baskin Robbins, EMI Records, Arista Records, WNET/PBS, NAACP, The National Urban League, The American Cancer Society, Columbia University, The Wharton School of Business, The Kogod School of Business at American University, American Management Systems, Digex,Survivors Network, and many others. To learn more about Norman’s work, please go to: http://www.facebook.com/l/578a7;www.lighthousestrategicgroup.com --------------------


12/11/09--08:00: Untapped Gold Mines in Customer Experience Data - Dec 11,2009 (chan 2931492)

**Hear ad-free version at http://tinyurl.com/talkshow-customerexperience ** Interview with Theresa Kushner, Director of Strategic Marketing Customer Intelligence at Cisco Systems: How to go after the gold in your customer data, avoid fool's gold, and refine your customer data gold to make a difference in your business growth and profitability. Theresa is co-author of the book, Managing Your Business Data: From Chaos to Confidence, which guides managers in how to grow a data culture and make data work for them, balancing the use of hard facts and professional instincts to protect and grow a business. Prior to Cisco, Theresa managed marketing programs at Texas Instruments and IBM. She's listed in Who's Who in B-to-B Marketing, and her team at Cisco received the National Council for Database Marketing Award for Analytics and Modeling, as well as The Data Warehouse Institute Best Practice Award in 2008, for Cisco's new customer intelligence center initiative that integrates customer data for sales, marketing and financial applications. This initiative assisted in correlating over $500 million in customer bookings. (24:40; this interview is highlighted in the article: Customer Experience Data: Untapped Gold Mines.)


12/23/09--17:00: Service, Negative Employees and Return of Profitability - Dec 24,2009 (chan 2931492)

We have had a lot of phone calls and emails regarding service, negative employees and return of profitability. Check out Rick on Blog Talk Radio Wednesday at 8:00pm eastern time. Hear him speak about these topics and even have time for listeners to call in with their own questions.


01/25/10--10:00: Interview with Eugenia Garcia of the IMT - Jan 25,2010 (chan 2931492)

Eugenia Garcia, the Founder the Institute of Mexican Teleservices (IMT), is gearing up to present at the IMT to address the “new global services economy.” The IMT is Mexico’s leading contact center and customer contact organization. Garcia joins Customer Management IQ to talk about her organization and the theme of the First Global Contact Forum. Garcia and her team are bringing people from Latin America to expand the reach of the organization to organize a truly global encounter. There is a need to knowledge share, bringing in participants from the United States, Canada, Europe, Africa and Australia to discuss the latest trends in the customer contact center industry. This has never been done before. Through a concerted effort from industry leaders, the IMT hopes to create positive change in the call center industry on a national and global level. The economy and its impact on profitability and growth–social media, contact centers and business process operations–will be well-served. The IMT’s First Global Contact Forum will capture the experiences and best-practices of companies that are leveraging global resources for their strategic call center, IT and business process outsourcing needs. Don’t miss out on this unique opportunity to interact with the global community of Contact Center & BPO professionals and learn from industry thought leaders and companies from around the world.


01/26/10--15:00: V-Team Solutions Presents: It's All About Business - Jan 26,2010 (chan 2931492)

This is the first episode of a series that showcases tips & strategies focused on small business needs. The series will include interviews with business owners and entrepreneurs covering such topics as Tax Tips, Networking, Building Customer Relationships, Sales Tips and Computer Health. Join Sherry and Victoria as they kick-off what should prove to be a very interesting and insightful program series: V-Team Solutions Presents: This first episode will include an interview with business owner Brenda Post. Brenda owns Ashlee's Salon in Becker, MN. The V-Team will be interviewing Brenda on her tips and strategies for selecting complementary revenue streams that add to a business' profitability. Join us tonight as The V-Team Presents: Tips for Profitibility.


06/08/10--09:00: Stevee Sorenson, founder of Enlighten 360 speaks with us about finding opportunities, making changes - Jun 08,2010 (chan 2931492)

For over 30 years Steve Sorensen has helped companies achieve sustainability for growth velocity and increased profitability. Steve has successfully hired, trained, mentored, coached and led numerous national and regional teams. He has successfully launched and managed multimillion dollar national marketing and product initiatives with Fortune 500 clients. Steve’s experience includes Vice-President of a Fortune 500 company, Manager of Corporate Accounts for a Fortune 500 company and a Western States/Western Canada Regional Manager. He earned a Master’s of Science in Management with an emphasis in Leadership writing his master’s thesis on the power of retaining customers and employees to maximize organizational profitability and create high performance teams. As President of Enlighten-360, LLC, Steve is directing his wealth of experience to help companies achieve increased revenue and velocity of growth by engaging, educating and enthusing employees. Steve has seen firsthand how the power of inspired, well led, mission focused teams can grow a business while increasing shareholder value. Steve also co-host talk radio show called Leading From Within (www.castlerockradio.com), frequently writes for industry publications, and participates in speaking engagements about the strategic importance of customer and employee retention. Host and Chief Imaginator Tamara Kleinberg will help you unleash your right brain superpowers and unlock your creative potential by bringing you imaginative, inspiring people from all walks of life. Here’s to a life full of ideas, dreams, joy and laughter. “Dream Big. Dream Often!” - Tamara


06/27/10--18:00: Episode 16 - Evan Klein - Jun 28,2010 (chan 2931492)

Evan Klein is the founder and President of Satrix Solutions, a strategic advisory firm based in Scottsdale, Arizona that helps companies turn their customers into loyal advocates. His company designs and manages programs that gather customer expectations, preferences and satisfaction levels, and then works with executives to convert that insight into service and operational improvements. For nearly 20 years, Evan has been responsible for customer acquisition, retention and profitability in high touch point, customer-centric organizations. As an enthusiastic champion for voice-of-customer driven change, Evan has designed and managed customer feedback programs for a number of consulting firms and agencies, each serving Fortune 1000 clients.


07/20/10--12:00: Employees First, Customers Second - Jul 20,2010 (chan 2931492)

Join me as I interview Author Jay Forte and get to the bottom of today's new intellectual workplace. In an economy where things are tough and companies are losing margins fighting for a smaller pool of business you must understand how to drive customer loyalty. The Profitability Formula: Navigate the New Road to Profits Today’s intellectual and service workplace has redefined what we need from employees, how we manage them and what drives the bottom line. As much of manufacturing has moved offshore, the road to profits is no longer just about product volume, efficiency and margin. Today, the key to profits is the emotional connection that passionate and engaged employees create to activate customer loyalty. A new economy requires a new profitability formula. Come and discover how to define and navigate the new road to profits.


09/13/10--13:00: Customer Strategies: Finding And Engaging Your Customers And Making Them Your Best Advocates - Sep 13,2010 (chan 2931492)

CUSTOMER STRATEGIES: FINDING AND ENGAGING YOUR CUSTOMERS AND MAKING THEM YOUR BEST ADVOCATES - Your customers may be your best advocates for growing your business. Are you clear on who your customers are, their level of loyalty to your brand and ways in which they assist in growing your customer base? This session is about creating dialogues with customers to sustain profitability and taking customer relationships to a new level. Panelists: Elaine Chang, General Manager, Marketing and Channel Group, Intel China,Sarah Endline, Founder and CEO, sweetriot, Michelle Garnaut, Owner, M Restaurant Group, Myrtle Potter, President and CEO, Myrtle Potter Media, Inc. Moderator: Lee Miller, Editor-at-Large, Bloomberg News


11/07/10--18:00: Episode 33 - Eric Fraterman - Nov 08,2010 (chan 2931492)

Eric Fraterman is founder of Customer Focus Consulting and the theme of his work is always Sharper Customer Focus for a Sharper Competitive Edge. Eric helps clients bring the customer inside their organization, then identifies measures and manages opportunities to meaningfully improve the Customer Experience; the result being strengthened customer loyalty, organizational alignment and increased employee commitment that gives clients a sharper competitive edge and sustainable profitability. He has over 25 years of international work experience, first in advertising and marketing, and then in management consulting. The significant breadth and depth of his experience as a Customer Focus consultant spans some 20 industries in: Canada, U.S., Mexico, Korea, Austria, Belgium and Holland. At (then) Coopers & Lybrand Consulting, he helped set up and develop the successful Center for Excellence in Customer Satisfaction. A Dutch native, he graduated from Nijenrode Business School in Holland and then studied Marketing at the University of Colorado as a Fulbright Exchange Student. Eric has served as President of the Toronto chapter of the American Marketing Association, and is currently a member of the Strategic Leadership Forum.


01/18/11--08:00: Dale Little, Author, Speaker & Business Consultant - Jan 18,2011 (chan 2931492)

Dale Little is a Business Speaker/Consultant based in Northern VA. Since 2007, Dale has provided seminars to countless business owners, throughout the country, with tips & techniques for Marketing, Communication, Customer Service, Professionalism, Profitability, and Motivation.


02/10/11--17:00: Mark Scharenbroich: Nice Bike: Making Meaningful Connections On The Road Of Life - Feb 11,2011 (chan 2931492)

Emmy Award winning keynote speaker and humorist Mark Scharenbroich shares how a casual two word compliment at the Harley-Davidson Motorcycle Company's 100 year anniversary celebration conveyed more than appears on the surface. The two words, "Nice bike", acknowledged, honored, and connected with others. By seeking those underlying connections everywhere in our lives and careers, we can discover and deepen relationships with others. The author offers three powerful actions that will transform business relationships, improve productivity, develop higher levels of customer engagement, increase retention, and improve profitability. Learn how to improve employee management, help people to embrace change, enhance tram collaboration, and create meaningful connections with those around you.


06/16/11--09:00: The Prospect Profiler™ Interviews Jim Palmer - Jun 16,2011 (chan 2931492)

Jim Palmer is known internationally as ‘The Newsletter Guru’. He is the go-to resource for maximizing the profitability of customer relationships. Jim is the acclaimed author of two great books, The Magic of Newsletter Marketing – The Secret to More Profits and Customers for Life and Stick Like Glue - How to Create an Everlasting Bond with Your Customers So They Spend More, Stay Longer, and Refer More! On this call you will learn Ø The marketing strategy of customer retention versus acquisition Ø Why your business is like a leaky bucket! Ø Why newsletters are vitally important in growing your business Ø Why a customer newsletter is such an effective marketing tool Ø Jim will share five of his secrets to producing a great newsletter Ø Jim will discuss how not to be a newsletter pansy!


07/06/11--06:00: Optimistic Diversity- Metrics - Jul 06,2011 (chan 2931492)

Optimistic Radio presents Dr. J. Scott Henderson as our facilitator for change in our hearts, minds and actions with topics of Optimism in Leadership, Strategy and Business.Join us this week as we look at how to measure the impact of diversity.According to a 1998 study by the Conference Board, the most common tools used for measuring diversity are: Equal Employment Opportunity and Affirmative Action metrics Employee attitude surveys Cultural audits Focus groups Customer surveys Management and employee evaluations Accountability and incentive assessments Training and education evaluations We will discuss an integrated system of new metrics in six categories: Demographics Organization culture Accountability Productivity/profitability Benchmarking Programmatic measures


07/08/11--06:00: Optimistic Diversity- Metrics - Jul 08,2011 (chan 2931492)

Optimistic Radio presents Dr. J. Scott Henderson as our facilitator for change in our hearts, minds and actions with topics of Optimism in Leadership, Strategy and Business.Join us this week as we look at how to measure the impact of diversity.According to a 1998 study by the Conference Board, the most common tools used for measuring diversity are: Equal Employment Opportunity and Affirmative Action metrics Employee attitude surveys Cultural audits Focus groups Customer surveys Management and employee evaluations Accountability and incentive assessments Training and education evaluations We will discuss an integrated system of new metrics in six categories: Demographics Organization culture Accountability Productivity/profitability Benchmarking Programmatic measures


07/24/11--12:00: EGG Live! Ainslie Waldron; The Ultimate Business Secret - Jul 24,2011 (chan 2931492)

This on demand audio series is a part of the Executive Girlfriends Group Vignette Series. Chicke Fitzgerald is interviewing Ainslie Waldron. The original live interview was 07/22/11. -Is your company missing out on new initiatives or plans to enter new markets due to fear of any capital outlay? -Is your company held captive by your financier or supplier? -Does your company lack momentum? Author, Ainslie Waldron cites barriers like these, typically invisible to upper management, that cause a company to stagnate or lose ground. In The Ultimate Secret for Business, she guides business leaders to identify and eliminate these roadblocks to growth and profitability. Author info: This spirited Scotswoman, MBA and Mensa leader, heads up Ainslie Waldron & Associates management consulting firm which deploys elite teams in Australia and the United States assigned to implement quick strategy turnarounds for client firms, resulting in increased profits. For more information about the Executive Girlfriends Group see: http://www.executivegirlfriendsgroup.com


12/07/11--19:00: 037 Customer Profitability (Part 1) - Dec 08,2011 (chan 2931492)

This week we explore an idea that’s getting increasing attention from companies that are looking to increase productivity and improve the bottom line working with what they’ve got. We all know that each interaction between a company and a customer is a “moment of truth,” and that all customers represent a certain level of value to the business -- but it seems that some customers are more valuable than others. Our guest this week is an expert on customer profitability, and he’s here to explain to us how and why organizations are becoming more focused on this critical success factor. About Our Guest Reginald White is a seasoned professional with experience in Marketing, Sales, Organizational Development, Diversity and Human Resources Management. Over the past 20 years he has held VP level positions in Human Resources and Marketing. He has managed diverse teams and complex projects in Financial Services, Technology and the Pharmaceutical industries. In 2008, he founded Toran Enterprises, LLC, a management consulting and training company. dedicated to “helping individuals and companies see the invisible, so they can do the impossible.” Reginald is a member of the Les Brown Platinum Speakers Network and has shared the stage with Les Brown in both the US and London. He currently serves on the Cornell University Human Ecology Alumni Board and 100 Black Men of Charlotte.

Transparency | Zapoint | Jobster | Career Path | Skills Analysis




12/09/11--07:00: Toni Harris Speaks Success w/ Kristina Wehlau , Errol Allen - Dec 09,2011 (chan 2931492)

Kristina Wehlau saysCandle Roses™ was created with you in mind, impressing women with 2 things they enjoy - flowers and scented candles. Our bouquets are made for any occasion - special or just because! What inspired you to start the business? The need for flowers that didnt die maintained a fragrance and can be used. What is a good referral for you? Companies who send Thank You and Holiday gifts, anyone with allergies! Why should someone do business with you? Provide a unique gift product that leaves a lasting impression. Errol Allen Consulting provides customer service training and process analysis/improvement to create a balanced work environment. What inspired you to start the business? I was inspired by my belief that its important to create a balanced work environment in order for your employees to provide great customer service. What is a good referral for you? A good referral for me is a service industry related company that is interested in improving both employee morale and customer satisfaction. Why should someone do business with you? You should do business with me because I possess 25 years of hands-on customer service experience including 13 years in a management role. I understand the importance of creating a positive work environment by analyzing/improving your work processes with the assistance of your employees as this will lead to greater profitability, improved employee morale, efficient operations, increased customer satisfaction.

Toni Harris | Kristina Wehlau | Erroll Allen | Motivation | Speakers




12/14/11--18:30: 038 Customer Profitability (Part 2) - Dec 15,2011 (chan 2931492)

This week we explore an idea that’s getting increasing attention from companies that are looking to increase productivity and improve the bottom line working with what they’ve got. We all know that each interaction between a company and a customer is a “moment of truth,” and that all customers represent a certain level of value to the business -- but it seems that some customers are more valuable than others. Our guest this week is an expert on customer profitability, and in part 2 of our discussion he explains how organizations can implement their own customer profitbaility programs. About Our Guest Reginald White is a seasoned professional with experience in Marketing, Sales, Organizational Development, Diversity and Human Resources Management. Over the past 20 years he has held VP level positions in Human Resources and Marketing. He has managed diverse teams and complex projects in Financial Services, Technology and the Pharmaceutical industries. In 2008, he founded Toran Enterprises, LLC, a management consulting and training company. dedicated to “helping individuals and companies see the invisible, so they can do the impossible.” Reginald is a member of the Les Brown Platinum Speakers Network and has shared the stage with Les Brown in both the US and London. He currently serves on the Cornell University Human Ecology Alumni Board and 100 Black Men of Charlotte.

Transparency | Zapoint | Jobster | Career Path | Skills Analysis




01/09/12--19:00: Customer Profitability -- Best of TR - Jan 10,2012 (chan 2931492)

This week we explore an idea that’s getting increasing attention from companies that are looking to increase productivity and improve the bottom line working with what they’ve got. We all know that each interaction between a company and a customer is a “moment of truth,” and that all customers represent a certain level of value to the business -- but it seems that some customers are more valuable than others. Our guest this week is an expert on customer profitability, and in part 2 of our discussion he explains how organizations can implement their own customer profitbaility programs. About Our Guest Reginald White is a seasoned professional with experience in Marketing, Sales, Organizational Development, Diversity and Human Resources Management. Over the past 20 years he has held VP level positions in Human Resources and Marketing. He has managed diverse teams and complex projects in Financial Services, Technology and the Pharmaceutical industries. In 2008, he founded Toran Enterprises, LLC, a management consulting and training company. dedicated to “helping individuals and companies see the invisible, so they can do the impossible.” Reginald is a member of the Les Brown Platinum Speakers Network and has shared the stage with Les Brown in both the US and London. He currently serves on the Cornell University Human Ecology Alumni Board and 100 Black Men of Charlotte.

Transparency Revolution | Zapoint | Jobster | CIS | Customer Profitability




01/16/12--19:00: Customer Profitability -- Best of TR - Jan 17,2012 (chan 2931492)

This week we explore an idea that’s getting increasing attention from companies that are looking to increase productivity and improve the bottom line working with what they’ve got. We all know that each interaction between a company and a customer is a “moment of truth,” and that all customers represent a certain level of value to the business -- but it seems that some customers are more valuable than others. Our guest this week is an expert on customer profitability, and in part 2 of our discussion he explains how organizations can implement their own customer profitbaility programs. About Our Guest Reginald White is a seasoned professional with experience in Marketing, Sales, Organizational Development, Diversity and Human Resources Management. Over the past 20 years he has held VP level positions in Human Resources and Marketing. He has managed diverse teams and complex projects in Financial Services, Technology and the Pharmaceutical industries. In 2008, he founded Toran Enterprises, LLC, a management consulting and training company. dedicated to “helping individuals and companies see the invisible, so they can do the impossible.” Reginald is a member of the Les Brown Platinum Speakers Network and has shared the stage with Les Brown in both the US and London. He currently serves on the Cornell University Human Ecology Alumni Board and 100 Black Men of Charlotte.

Transparency Revolution | Zapoint | Jobster | CIS | Customer Profitability




01/23/12--19:00: Customer Profitability -- Best of TR - Jan 24,2012 (chan 2931492)

This week we explore an idea that’s getting increasing attention from companies that are looking to increase productivity and improve the bottom line working with what they’ve got. We all know that each interaction between a company and a customer is a “moment of truth,” and that all customers represent a certain level of value to the business -- but it seems that some customers are more valuable than others. Our guest this week is an expert on customer profitability, and in part 2 of our discussion he explains how organizations can implement their own customer profitbaility programs. About Our Guest Reginald White is a seasoned professional with experience in Marketing, Sales, Organizational Development, Diversity and Human Resources Management. Over the past 20 years he has held VP level positions in Human Resources and Marketing. He has managed diverse teams and complex projects in Financial Services, Technology and the Pharmaceutical industries. In 2008, he founded Toran Enterprises, LLC, a management consulting and training company. dedicated to “helping individuals and companies see the invisible, so they can do the impossible.” Reginald is a member of the Les Brown Platinum Speakers Network and has shared the stage with Les Brown in both the US and London. He currently serves on the Cornell University Human Ecology Alumni Board and 100 Black Men of Charlotte.

Transparency Revolution | Zapoint | Jobster | CIS | Customer Profitability




01/27/12--14:00: Customer Feedback: The Value of Trustworthy Data - Jan 27,2012 (chan 2931492)

If you have ever deployed a customer satisfaction survey, you know that you often have wondered, "How trustworthy is my data?" "Is it representative of the population?" "How confident am I to take action based on the data?" Join us as we talk with Steve Bernstein of Waypoint Group. Steve is an experienced executive focused on Customer Experience, with 21 years of experience in developing leading strategies with hands-on execution. Prior to founding Waypoint Group, Steve was responsible for Solutions Development at Satmetrix, the co-developer of Net Promoter(R), where he assisted clients with implementing customer loyalty programs based on Net Promoter. Steve held Vice President positions at Enkata and Blue Pumpkin, where he led the charge to develop winning customer-focused strategies that led to sustainable growth, profitability, and #1 market share position. We will discuss the challenge of finding trustworthy data and helping you to ascertain as to whether your data is ready to use for action planning.

Customer | Feedback | Customer Experience | Survey | Data




01/30/12--19:00: Customer Profitability -- Best of TR - Jan 31,2012 (chan 2931492)

This week we explore an idea that’s getting increasing attention from companies that are looking to increase productivity and improve the bottom line working with what they’ve got. We all know that each interaction between a company and a customer is a “moment of truth,” and that all customers represent a certain level of value to the business -- but it seems that some customers are more valuable than others. Our guest this week is an expert on customer profitability, and in part 2 of our discussion he explains how organizations can implement their own customer profitbaility programs. About Our Guest Reginald White is a seasoned professional with experience in Marketing, Sales, Organizational Development, Diversity and Human Resources Management. Over the past 20 years he has held VP level positions in Human Resources and Marketing. He has managed diverse teams and complex projects in Financial Services, Technology and the Pharmaceutical industries. In 2008, he founded Toran Enterprises, LLC, a management consulting and training company. dedicated to “helping individuals and companies see the invisible, so they can do the impossible.” Reginald is a member of the Les Brown Platinum Speakers Network and has shared the stage with Les Brown in both the US and London. He currently serves on the Cornell University Human Ecology Alumni Board and 100 Black Men of Charlotte.

Transparency Revolution | Zapoint | Jobster | CIS | Customer Profitability




02/06/12--19:00: Customer Profitability -- Best of TR - Feb 07,2012 (chan 2931492)

This week we explore an idea that’s getting increasing attention from companies that are looking to increase productivity and improve the bottom line working with what they’ve got. We all know that each interaction between a company and a customer is a “moment of truth,” and that all customers represent a certain level of value to the business -- but it seems that some customers are more valuable than others. Our guest this week is an expert on customer profitability, and in part 2 of our discussion he explains how organizations can implement their own customer profitbaility programs. About Our Guest Reginald White is a seasoned professional with experience in Marketing, Sales, Organizational Development, Diversity and Human Resources Management. Over the past 20 years he has held VP level positions in Human Resources and Marketing. He has managed diverse teams and complex projects in Financial Services, Technology and the Pharmaceutical industries. In 2008, he founded Toran Enterprises, LLC, a management consulting and training company. dedicated to “helping individuals and companies see the invisible, so they can do the impossible.” Reginald is a member of the Les Brown Platinum Speakers Network and has shared the stage with Les Brown in both the US and London. He currently serves on the Cornell University Human Ecology Alumni Board and 100 Black Men of Charlotte.

Transparency Revolution | Zapoint | Jobster | CIS | Customer Profitability




02/09/12--19:00: Wisdom of Moneyball -- Best of TR - Feb 10,2012 (chan 2931492)

In Moneyball, Brad Pitt discovers that the key to building a winning baseball team is to assess player talent differently than anyone has ever done it before. Turns out that the principles he discovers have value far beyond the baseball diamond. About Our Guest: Cathy Missildine-Martin is the co-founder of Intellectual Capital Consulting, a firm specializing in profitability through human capital. She works closely with executives in the areas of performance, productivity, organizational metrics, training, employee and customer engagement, workforce planning, organizational design and strategic implementation. Her experience in operations and sales management in the technical, insurance and hospitality industries has given her a broad understanding of business issues and a solid foundation for building performance enhancing systems that support the business. Her client list includes such names as the Intercontinental Hotels Group, IBM, Hampton Inns, and the United Way. Cathy is currently serving as President-Elect for the Society for Human Resource Management in Atlanta for 2012, and will be taking over as President in 2013.

Moneyball | Brad Pitt | SHRM | Zapoint | Talent Management