communications Archives | VoiceAmerica Press Blog

The Customer Experience and Business Continuity w/ Charlein Barni

Posted by

presspass on December 19, 2022

The Customer Experience and Business Continuity w/ Charlein Barni

Join me Thursday, March 9/23 at 1pm EST on the VoiceAmerica Business Channel!

As a result of COVID, there is allot more talk and interactions between teams – internally and externally – with regards to Business Continuity, Disaster Planning, and the like. But what doesn’t seem to be talked about very much, if at all, is the customer experience, I speak with long-time BCM and customer experience specialist, Charlein Barni, about BCM and the customer experience.

We talk about:

1. Defining what ‘customer experience’ means,

2. Defining exactly who is a customer (more than you might think),

3. Internal and external organizational views and interactions,

4. What org’s sometime get wrong about the customer experience,

5. How important organizational culture is to the customer experience,

6. When an experience ends…,

7. Measuring engagement with customer experiences and how engagement is often misinterpreted,

8. The BCM lifecycle and what it contains,

9. The most important part of the BCM lifecycle when it comes to the customer experience, 10. Measuring customer experiences…and much, much more.

It’s obvious Charlein is passionate about BCM and the customer experience. Don’t miss her insights as she talks about a topic not often broached in BCM. Enjoy!

Friend or Foe: Media Engagement in a Crisis (w/ Mark Harris)

Posted by

presspass on December 19, 2022

0

Business

Friend or Foe: Media Engagement in a Crisis (w/ Mark Harris)

Join me Thursday, April 6/23 at 1pm EST on the VoiceAmerica Business Channel!

During a crisis the media can be your friend or foe, and it comes down to your own actions that will determine which part media will play. I’m joined by established crisis management and crisis communications subject matter expert, Mark Harris.

During Mark’s talk, we touch on:

1. Defining media (it’s more than it used to be…),

2. The spokesperson (who’s good, bad, and who should be waiting in the wings),

3. Training,

4. Messaging,

5. How to get the media on your side,

6. How not to communicate with media,

7. Building a relationship with media,

8. Some key tips on dealing with the media…and much more.

Mark gives some great insights on how to deal with the media to keep them on your side during times of crisis, when you need all the friends you can get during those challenging moments. Don’t miss the great information Mark shares. Enjoy!

Exercising & Testing for Corporations: Design, Delivery and Evaluation

Posted by

presspass on December 19, 2022

0

Business

Exercising & Testing for Corporations: Design, Delivery and Evaluation

Join me Thursday, January 19/23 at 1pm EST on the VoiceAmerica Business Channel!

Exercising (and testing) our disaster, crisis, and business continuity plans, is important if we want our organization’s and our colleagues to respond effectively and efficiently to crisis and disaster situations.

I talk with globally recognized crisis management and business continuity specialist, Robert Burton. Rob will walk us through his proven methodology of how to plan and execute effective tests and exercises.

We touch on:

1. Pre-exercise planning,

2. Exercise and scenario design,

3. Final logistics,

4. Exercise delivery and evaluation,

5. Post exercise activities (AAR and summary video),

6. A few stories (how exercises can go wrong, a good way to end an exercise and war brings home the seriousness of not preparing).

It’s a great chat and a great way to help bring your exercises to a new level. Enjoy!

Managing Stakeholder Comms During a Cyber Crisis

Posted by

rstapholz on March 16, 2022

0

Business

Managing Stakeholder Comms During a Cyber Crisis

Join me July 7/22 at 1pm EST on the VA Business Channel!

Managing communications during a crisis can be tough, but it’s even harder if you don’t know who your stakeholders are. I’m joined by Crisis Management expert Caroline Spaniel, who will help us understand how to identify our stakeholder and stakeholder groups, and how we need to communicate with them.

We touch on:

1. Defining a stakeholder,

2. Why quick ownership of a cyber event is important,

3. Who owns a cyber incident,

4. Why empathy is important during an incident,

5. Why we should pay attention to what stakeholders think, say, and react,

6. Various impacts upon stakeholders,

7. Situational awareness,

8. How to identify our stakeholders (5 steps),

9. Stakeholder mapping,

10. Stakeholders vs shareholders,

11. Modes of communication, and

12. What types of communication we should leverage.

Cyber crises are happening every day and knowing how to communicate with stakeholders is key. Don’t miss the valuable information Caroline shares.

Enjoy!

Crisis Leadership and Crisis Management w/ Oliver Schmidt

Posted by

rstapholz on March 16, 2022

0

Business

Crisis Leadership and Crisis Management w/ Oliver Schmidt

Join me Oct 20/22 at 1pm EST!

Due to the COVID10 global pandemic, Crisis Management and Crisis Leadership have have changed, but become more important than ever. I speak with recognized Crisis Leadership expert Oliver S. Schmidt, as we talk about:

1. Defining a crisis, and the difference to a disaster,

2. The 3 phases of Crisis Management,

3. Partnerships that help ‘Contain & Control’ a crisis,

4. Ongoing Lessons Learned and Evaluation,

5. How did COVID changed Crisis Mgmt. and Leadership,

6. The functional areas that need to work together during a crisis,

7. Performing Impact Assessments,

8. Employees and COVID Impacts,

9. The Key Message Triangle and Communications,

10. Decision-Making.

It’s clear that Oliver is very passionate about Crisis Leadership and Management, and it comes across during our discussion. Don’t miss his great insights.

Enjoy!

Guiding Leaders Through the Worst Days of the Business Lives

Posted by

rstapholz on December 19, 2021

0

Business

Join me June 2, 2022 at 1pm EST on the Business Channel!

Being a corporate business leader can be tough. “Mishandled crises can devastate businesses, lives and livelihoods” (Hemus, 2020) I talk with internationally recognized crisis leadership expert and author, Jonathan Hemus, as we talk about what good leaders need to understand, know, and react, when disasters and crises strike.

We talk about:

1. The challenging risk landscape (health, economies…)

2. Securing executive buy-in

3. What organizations need have – and do – pre-crisis?

4. How to create a Crisis-Resilient Culture

5. The common flaws in crisis response

6. The golden rules for a successful crisis response

7. Michael McCain’s response to the Maple Leaf food crisis, and more.

It’s an informative discussion about a serious subject, and yet very open and accessible to people that might not be fully versed on crisis leadership. We might even have a comment or two about Aston Villa. Enjoy!