Pumpkin Soup

I was lucky enough to be invited to TheBusinessDesk.com quartly dinner at The Mansion House on the edge of Roundhay Park, Leeds.

Alongside discussing the changing fortunes of the economy under Donald Trump and business confidence following BrExit food and entertainment was given by the Dine team.

Daniel Gill set up Dine 18 years ago and they have provided entertainment and event management for lots of businesses, private guests and even the Royal Family.

Transferring Knowledge Across 3 Countries

Interactive Video with Promatum

Interactive Video with Promatum

Facebook, Snapchat and LinkedIn are all capitalising on the video opportunity. So you might ask why? And the simple answer is that during our busy lives videos is one of the means for grabbing people’s attention. Scanning down a timeline and flicking over images and text is less valuable than the pause made to watch a video.

With this in mind over the last 3 months I have filmed and interviewed members of staff across Webanywhere’s 3 international offices in Katowice, Chicago and finally back at HQ in Leeds. Starting with the end in mind the objective was to transfer knowledge. Rather than hiring a professional videographer I decided to buy myself a handheld HD video camera and ask the questions.

Having just returned from Chicago it’s is quite satisfying to realise I had filmed all the key members of staff. Capturing the content is one thing but how you distribute the content and then analyse it is another. That’s where Promatum comes in.

Promatum is a content management system for micro-learning and knowledge transfer, built on open source tools. What makes Promatum interesting is it’s ability to allow users to author and publish interactive content rapidly in your browser, directly on your website. Non technical staff can create highly engaging e-learning which ordinarily would need the intervention of a seasoned instructional designer.

Promatum allows you to creative interactive videos where pop up quiz questions appear at particular points on the timeline. You can even have videos embedded within videos. All the content produced is accessible not just on desktops but also mobile phones. User activity feeds an activity stream allowing you to monitor engagement on the site.

Video is here to stay, not just with social networks. LinkedIn’s acquisition of Lynda.com which was the biggest in EdTech history demonstrates the power of video. By adding a layer of interactivity on top of video, subject matter experts can start creating compelling e-learning content in a cost effective manner driving performance and knowledge transfer across your organisation.

More information on Promatum can be found at:

https://promatum.com

Child Friendly Leeds

Child Friendly Leeds

Child Friendly Leeds

A networking lunch at British Gas involved a conversation with Leeds City Council with their bid for European Capital of Culture. This may seem strange following BrExit but the surprise victory for Hull winning capital of culture a few years ago really lifted up their city building confidence and raising pride.

Child Friendly Leeds are looking at how businesses and the public sector could work together for the betterment of children. Whether it was bridging the attainments gap between rich and poor or simply making the city safer for children with better lighting and communal areas.

Leeds has an ambition to raise it’s game not just to be one of the best cities in the U.K. but to be the best. Tom Riordan CEO of Leeds City Council described personally how he had been helped through difficult circumstances as a child and how a teacher had encouraged him to take the OxBridge exam. Had he not been given the help his path would have looked very different.

One of the challenges in cities is when the living standards and education standards are raised the gap between rich and poor remains. The Council and businesses are discussing ideas of how stronger links could be made between schools curriculum and skills needed in business.

Apprenticeships and giving kids their first chance was discussed. Giving kids a chance that wouldn’t ordinarily deserve it based on their qualifications or the quality of their interview.

This was something that resonated with me. I’ve always liked to back an underdog. Sometimes it works and sometimes it doesn’t but the decision to give someone a chance is what matters.

A young chap called Ashley has just left Webanywhere after 5 years. This was an example of giving a young person a chance. Ashley had been at the job centre with few qualifications and experience. We gave him his chance and he took it with both hands ending up as the top salesperson in the business for a number of years.

Webanywhere intends to work closely with Leeds City Council to help them bid for European capital of culture and drive the creative and digital agenda of the city. With cranes in the sky, the new Victoria Gate shopping centre, Leeds arena and further developments down Wellington street Leeds really is on the up. We just need Leeds United to be promoted to the Premier League!

Tom Riordan CEO Leeds City Council

Tom Riordan CEO Leeds City Council

 

1 Way to Increase Your Share of Social Voice

Increase your share of social voice

Increase your share of social voice

Warren Buffett’s biggest tip when advising businesses towards success is to delight your customers. If you don’t just satisfy your customer but delight them, they will start talking about you.

In essence, this is word of mouth marketing and customers start doing your marketing for you. By getting your customers talking, you are increasing your share of social voice on popular social media platforms such as Twitter, Facebook and LinkedIn.

But what if people used their actual voice, rather than streams of text on the popular timelines of Twitter and Facebook? How much more effective and authentic would this type of word-of-mouth marketing be?

We all crave testimonials and referrals. Many big brands use social media listening to ensure they know what customers are thinking. If it is a serious issue, they can respond to it proactively. In addition, when customers are delighted, they can analyse this and measure it. However, they are not measuring emotion in the real sense of the word.

To get the real sentiment, you need to have the sound waves of the spoken word, rather than the ambiguity of text.

That’s where Sound Branch comes in. Think conversation as a platform but not with robots and artificial intelligence but with real human beings and real voices. Social listening on Facebook and Twitter is one thing but listening to voices online offers so much more.

To take your social media listening and your share of voice to the next level, download the Sound Branch app at Apple’s App Store.

You can also visit the website below:
www.soundbranch.com

 

Re-imagining the Call Centre

Business at the Speed of Sound

Business at the Speed of Sound

I don’t know about you but my experience of call centres is generally sub-par, even disappointing. There’s a massive opportunity to disrupt the market when it comes to call centres – it’s low hanging fruit.

Call centre managers have the arduous task of trying to ascertain the number of agents needed for call blending and to consider how many inbound and outbound calls there are on a given day.

Customers, on the other hand, sometimes have to have the patience of a saint, quite often having to wait a ridiculous amount of time to have their query answered. Keeping people waiting on the phone is not only frustrating for the customer but wasteful for the business and costs significant money.

In the new digital age, consumer brands have adopted social media listening techniques and quite often respond to customers via the Internet. For many customers, this is their preferred method of contact and as long as the problem is resolved, does the customer really care?

Making complaints or voicing concerns on Twitter and Facebook though is not the path that every customer is comfortable with yet equally, waiting endlessly by the phone for a customer service response isn’t the best use of time for either the company or the customer.

So is there a halfway house? A platform that allows consumers to voice their concerns with emotion but in a more efficient and effective way?

One mega trend with the rise of the smartphone is the dominant usage of messaging apps such as Facebook messenger or WhatsApp. This trend cannot be ignored but currently there is a missed opportunity as messaging apps are not currently used to connect people with consumer brands.

That’s where Sound Branch comes in. For people who want a quick response and to voice their concerns they get the benefit of using their phone to speak their mind, whilst at the same time the comfort of a messaging interface rather than the arduous experience of holding the phone line and waiting for the next available customer services representative.

What does this mean? Well, it means that the consumer can get a message across quickly and it means that call centres can better react and respond to the enquiries being fired their way.

Sound Branch won’t be for everyone but there will be plenty of customers out there where their preferred method of contact will be their voice. For these customers, this represents a massive opportunity for brands to connect in a different way which is more personable than traditional text-based comms and removes the disadvantage of long waiting times.

Listen to the Re-Imagining the Call Centre Interview

Download Sound Branch App