265 – Dr. Wendy LeBorgne – The Voice, The Brand

Dr. Wendy

Does your voice reflect your communication image? Does your voice reflect your brand?

Dr. Wendy Dr.  Wendy LeBorgne, Ph.D., ccc-slp (voice pathologist, singing voice specialist, and director of the Blaine Block Institute for Voice Analysis and Rehabilitation (Dayton, OH), and The Professional Voice Center of Greater Cincinnati)  joins Marc Raco, Pavan Bahl, and guest host Monika Tockstein (Senior Manager, PMO & Quality Assurance at New York and Co.) on location at the Remodista Community Day. More on Remodista at www.remodista.com.

In this episode:

  • How communication is the art of relaying an idea to another individual with purposeful intent and the receiver of that information accurately understanding and integrating the intended information
  • Effective communication is a feedback loop, not a one-way street of verbal idea dumping
  • As humans, we are the only species uniquely equipped to communicate with verbal language
  • Beyond the words we choose, we can use the power of voice as the primary mode to influence and connect with others through five key elements that fashion our individual Voice Brand™
  • Voice Brand™ and how voice reflects communication image
  • Biometric imopressions of a voice, and what decsions we make about someone based on their voice
  • Running voice through HR algorithms to determine hirability based on voice
  • Call-in centers that pair you with CSR best style matching you based on voice
  • Your authentic self vs. your voice
  • Thinking about voice brand, and a brand of a company
  • Using voice to encourage others to follow, and leaders to listen to someone to consider inputDr. Wendy
  • What are communicative and voice needs
  • Challenges in taking to team when you don’t come across as well
  • Cultural bias, gender bias, age bias
  • Being a vocal athlete
  • A case study with the guest host
  • Being a “Voice Geek”
  • The value of asking what you like about your own voice, and not like
  • Neuromotor planning, patterned that in tension or stress vocal muscles tense, being able to unprogram through patterning and training
  • Hillary Clinton, connecting voice and message –what she could have done differently, and being seen as not authentic over time
  • Avergae pitch of women’s voices have dropped after 1960
  • Another Dr. Wendy book on Voice Branding Beyond Words
  • It is not just the words you say, it is how you say them
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264 – John Winning of The Winning Group – From Catalogs to Ecommerce

The Winning Group

Building the online side of a company that has half of the ecommerce business in several categories in Australia…

The Winning GroupJohn Winning, CEO of The Winning Group (a fourth generation Australian family owned and run kitchen and laundry specialist focusing on excellent shopping experiences and running a very successful ecommerce business), joins Pavan Bahl on location in Sydney, Australia at Online Retailer City and Nora Network, for a conversation presented by Fluent Commerce.

In this episode:

  • The backstory of a long experience in retailing, in appliances, creating great shopping experiences, the company receiving many accolades
  • 1,500 stores, 17,000 employees, being very young (34 years old) to be CEO of a company of that magnitudeThe Winning Group
  • How a dog attack resulted in a career change into the family business
  • Making the jump from catalogs to online retail nearly 15 years ago
  • Taking a role as CSR and starting with 100 SKUs
  • How it all started slow, and didn’t affect general operations of company at first
  • Building a brand name, and the mistake of putting the word “appliances” in the brand name
  • Now processing a million dollars per day
  • Building loyalty one customer at a time
  • Around 6,000 SKUs across many product categories are online, commanding 50% of the total online business in Australia for those categories
  • Progressing into fulfilling demand
  • More than 850,000 square feet of warehouse space
  • The value of growing until you break, then expanding
  • Caring for customers with extra service
  • How the company is getting close to automated order fulfillment and deployment
  • Allowing computer power to scale the operation massively, moving from an identity as an appliance retailer to just an online retailer, revenue from product to technology
  • Acquiring a culture app to create high performing teams in any environment
  • Being a great business on the move doing exciting things
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263 – Eric Bamberger of IgnitionOne – Consumer Insights and the Customer Journey

Bamberger

Guiding consumer insights to build audiences, optimize marketing campaigns, collect data, and utilize life moments…

BambergerEric Bamberger, SVP of Hospitality for IgnitionOne (an award-winning Customer Intelligence Platform enabling marketers to understand, value and engage with their customers in real-time) , joins Pavan Bahl and Marc Raco on location at the IgnitionOne Summit in New York.

In this episode:

  • Data has always been important to travel and other lifestyle industries
  • Bigger companies operating with legacy systems, making consumer insights difficult
  • Department of hospitality, organizing data, making it effective with clients
  • IgnitionOne has a fundamental understanding of the customer journey
  • First party data – the data a company can personally aggregate from their site, most companies don’t even know what to do with this data much less integrating third party data
  • Connecting with CRM files
  • Starting with cookies, using tags, create a scoring algorithm
  • Processing in real time, which gives a leg up on others
  • Working primarily with enterprise customers, larger hotel chainsBamberger
  • Reading macrotrends, such as oil and gas mining in Texas relating with a hotel occupancy standpoint, adjusting strategies to react on trend data
  • Messaging vs. using data to drive direct bookings
  • Loyalty is less important, more about saving money
  • IgnitionOne’s proprietary scoring algorithm, custom machine learning algorithm for each customer, get high accuracy predcitionon propensity to convert, which then leads to bidding decisions
  • Platform, ads, the spend used defending brands—-generic type key words for searches
  • Everything can be an acquisition channel with the right conversion strategy
  • Ad experiences in personalizatrion
  • Considering trends in social platform use related to driving spend and conversion, and searching for all inventory sources
  • The relevance of apps
  • New data impacts each consumer visit, various sources of info for strategy in connecting uniquely to that person
  • The wins in digital marketing that are possible with real effort
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262 – Pierre Nicolas Hurstel of REMODE – Equipping Fashion Leaders for Success

REMODE

Founding a premiere event for disruptive and sustainable fashion…

REMODEPierre Nicolas Hurstel, Founder of REMODE (an event bringing together established and up-and-coming fashion brands, as well as innovators across the entire value chain of the fashion business, to share ideas, find practical solutions and forge new connections), joins Marc Raco, Pavan Bahl, and Nataliya Makulova in the MouthMedia Network studios powered by Sennheiser.

Save $100 when registering for REMODE at www.remode.com with code MOUTHMEDIA. 

In this episode:

  • How the industry is changing because consumers are expecting different things, more seamless, we want products the way we want, more purpose and transparency
  • Hurstel on coming from France, a small consulting practice on change management, strategy, working with big luxury houses in France
  • He ran a company for five years about events, learned how difficult it was for brands to connect with customers, trying to be useful as an event organizer
  • Helping brands do more business, added value for clientsREMODE
  • Hurstel came up with idea of an event dedicated to brands and decisionmakers, then went to UBM
  • How it takes a lot of charisma, curating 150 educators
  • How long it took to get in motion
  • Building the team, brand, website, building the conference
  • Whether the conference was baked before pitching speakers/educators
  • Stamina and determination to create something that didn’t exist before, bringing people together
  • Why so much change is happening now in the industry
  • Hurstel as a trade show organizer needing to find a new model, serving the industry, trying to serve clients – REMODE was the answer to those two things
  • REMODE as a B-to-B event for fashion – current, relevant, adds value, offers user expericne of what we expect as consumers
  • What is happening as retailers disappear — what do you do for the brand
  • Remode is made for brands so they can reach customers by themselves
  • Some 50 startups are all bringing something very interesting to table, product and design to retail
  • Areas of sustainability that most excite Hurstel, some exciting startups and some successful brands doing it well
  • Does customer need to be more vocal for change?
  • Plus Hurstel on cooking, rugby, family, electronic music, and disconnecting, and different business cultures
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