To celebrate the launch of our new eCourse, we’re releasing a brilliant new podcast each week which focuses on stakeholder management. Tune in each week for the next FREE instalment (view all previous Podcasts in the series here). If you are already subscribed to our mailing list, we’ll email you a simple recap of posts each Thursday so that you can listen at your own pace. Join our mailing list on this page for updates. Feel free to join the conversation by leaving your comments below, or connect with the FMPC tribe on social media.
Let’s talk about customer engagement and experience
In this podcast, Elise Stevens speaks with Carolyn McSweeney-Grant about customer engagement and how that relates to stakeholder engagement and project management.
Carolyn is the managing director of 6peas Marketing and Engagement, a customer engagement, leadership, and employee engagement branding firm. For the last 10 years, 6peas has been driving a customer centric framework, focused on customer experience and creating “sharable” moments.
With qualifications in commerce, marketing and retail management, and nearly 20 years’ experience managing brands, products and portfolios, Carolyn is a customer experience expert.
She is adept at addressing competitive threats, changes in consumer demand and responding to significant corporate financial pressure. She believes outperforming competitors is about delivering a superior customer experience.
Points raised in this podcast
- The customer is the key stakeholder. Without them, there is no business.
- Customer experience and engagement is gaining prominence in project management.
- Senior management and CEOs are increasingly saying they need to implement customer engagement strategies – not many are doing so.
- Customers interact with every facet of businesses, but often they’re siloed into small areas, for example a bank may ask its customer to deal with separate departments for personal banking, investments, insurance etc.
- When a customer receives a great experience they are more likely to be loyal.
- The benchmark for great customer service keeps rising.
- Many project teams still do not have a customer experience manager.
- Customers simply want to know that someone is listening.
- A journey map can be a good way to identify issues with the customer experience.
- It is critical that project teams and employee teams have the customer in mind – unengaged employees will not provide a positive customer experience.
- Project managers are often very good at communication internally, but can struggle with external stakeholders like customers.
- Including the customer from the very first stakeholder analysis will help to ensure they are not forgotten.
You can connect with Carolyn on LinkedIn.
Listen to the Podcast: