President’s Column – April 2014

 

April 2014

President’s Column
By Angela Byers, IABC Tulsa President

How satisfied are your customers? Are they loyal fans who brag about you to their friends, or are they secretly upset over problems you don’t even know about?

You probably won’t know unless you ask.

If you haven’t reached out to your customers in awhile – or if you’ve never done a survey before – it’s time. The right customer survey can provide powerful data to help guide your business decisions.

Customer surveys can be tremendously helpful – and they don’t have to be overly expensive or time-consuming. There are many free online survey tools available today, such as SurveyMonkey, QuestionPro and Zoomerang. These cloud-based programs can help you create an effective customer survey that’s a snap to email out to your list.

Of course, you can print and mail a survey, but this option is definitely more expensive and requires more time and effort for both you and your customers. As a result, your response rate is likely to be lower. If you do decide to use a print version, consider sending it along with another mailing (like an invoice or statement) to reduce your overall cost.

Tips for setting up your survey

If you use a major online survey tool, you can take advantage of their research and suggested questions to help guide you.  Here are a few initial tips for setting up your survey:

  • Determine your goals before writing your questions. What do you most want to learn from your customers? What information would best guide you in making decisions or business improvements?
  • Keep your survey short. Customers are generally willing to spend 5-10 minutes on a survey, but being confronted with a huge list of questions will turn many people off and reduce your response rate.
  • Ask questions that are specific and direct. If possible, ask questions that give you information about how to improve. Also, include at least one “open-ended” question so customers can share specific thoughts, ideas or experiences.
  • Consider providing an incentive for completing the survey, such as a discount code for a future purchase or a prize drawing. Customers are more likely to respond when there’s something in it for them, so you’ll get more input.

What will you get?

The feedback you receive can create a wide variety of opportunities for business growth and planning. Survey results can help you:

  1. Develop pricing strategies: Are your prices too low, too high or just right? The price of a product or service is one of the key elements a customer considers before making a purchase. In order to set the right price, you need to determine what your customers consider to be fair.
  2. Enhance marketing campaigns: By understanding customer preferences, you can better focus your advertisements. If a current strategy or campaign isn’t getting the results you were expecting, the data from your surveys can help you modify your efforts and make them more effective.
  3. Design research and development activities: To remain competitive in the market and boost future prospects, you have to look for ways to develop new products and address feedback for existing ones. Based on survey responses, you’ll be able to integrate your findings into a long-term growth plan for your business.
  4. Strengthen customer satisfaction: Are customers pleased with what you’re doing for them or are there areas for improvement?

By asking for feedback and addressing problems whenever you can, you’ll go a long way toward building customer loyalty.

-Angela Byers, President


April Meeting - Human Connection in a 140-Character (or Less) World

Those who’ve worked in the communications field for more than 30 years have undoubtedly experienced tremendous amounts of change. Typewriters gave way to desktop computing. The press release is still around, but it’s no longer the primary arrow in the quiver. Even the way we use the Web is constantly changing with the emergence of social media, smartphones and tablets.

What hasn’t changed, though, is the importance of research, goal setting and evaluation of our efforts. Another thing that has not changed, but is often lost, is the importance of the human touch. Sure, we can blast out 140-character messages to our audiences over Twitter, but interpersonal contact is still the best way to build mutually beneficial relationships.
Join us April 16 as Mary Flowers shares insights from her 35-year career in communications. She’ll discuss how communications has changed in many ways, but also how time has reinforced and elevated the importance of several communications fundamentals.


All About Mary
Mary Flowers joined Walmart in 2009 as vice president, Global Associate Communications. In this role, she is responsible for associate-facing communications and developing ways to connect the company’s two million plus associates worldwide to what the company stands for in the global marketplace.

Prior to joining Walmart, Mary held a variety of communications- and marketing-related positions at Prudential Financial Inc., based in Newark, N.J. She led the team responsible for shaping the company’s approach to the women’s market. She has served on the boards of McCarter Regional Theater (Princeton, N.J.) and Hunterdon Helpline (info and referral agency).

 

Mary holds a Bachelor of Arts in rhetoric from the University of California at Berkeley and a Master of Science in broadcast journalism from Boston University.
 
When:         Wednesday, April 16, 2014, 11:30 a.m. to 1 p.m.
 
Where:        The Summit Club
                   15 W. Sixth Street, 31st floor, Renaissance Room
                   Bank of America Building (parking garage entrance located on Boulder Avenue)
 
Fee:            Event Registration
                   IABC/Tulsa Meeting (Member Fee) $25
                   IABC/Tulsa Meeting (Non-Member/Guest Fee) $35
 
RSVP »  Tuesday, April 15, 2014


Communication World: Digital PR

The April issue of Communication World magazine is out! This month, learn how to build visibility and influence by integrating content marketing, social media and search into traditional PR. You’ll also find articles on crafting a reputation management plan and tips for clear, compelling content, as well as a Gold Quill Award-winning case study on how a health-care agency used Twitter to build awareness of its services.

We’d also love to get your feedback on CW. Please help shape the future of the magazine by taking a quick survey to let us know how we are doing and what you’d like us to do differently.

Cognitive Science + Common Sense = Effective Presentations

As human beings, we have two methods of communication: the written word and the spoken word. It doesn’t matter how we communicate, across what medium, or with whom. When we exchange information and ideas with each other—whether our intent is to inform or persuade or reminisce or share a tender moment—we either write it or we speak it.

Read the rest of the article on the IABC Website »


Job Line – Local and International

Looking for local, regional or international career opportunities? Have an open position and looking for a talented professional to fill it?

IABC Tulsa and IABC International both have career listings available.

IABC Tulsa has new listings for interns available this month!

The IABC Job Center is the definitive career resource for the communication profession, serving job seekers and employers in all industries and communication functions.

 

President’s Column – March 2014

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March 2014
President’s Column
By Angela Byers, IABC Tulsa President

 

Warning: Greg’s energy and enthusiasm is highly contagious.

We are honored to have Greg speak at our upcoming event on March 26th at the Summit Club – Governors Suite. Greg knows culture in an organization is essential for success. Every business has a culture, but unfortunately it is often not created intentionally. Greg will show us how to create a culture that will lead to growth. He makes his presentations fun so that his message will stick.

I first met Greg Hawks last year when he approached me about making a new website for his business. Greg is creative and hardworking, so it is no surprise that he instantly clicked with our team. It is an honor to do work for someone who has traveled all over the world to help businesses and professionals. Just a few of his clients are Walmart, Cherokee Nation and Baker Hughes.

hawks agency2

If you want to learn more about Greg Hawks and how he helps individuals and organizations go to hawksagency.com or connect with him at http://www.linkedin.com/in/ghawks

 

 

 

 

March Meeting

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Business culture can be described simply as “The way things get done.” Every business has a culture; it’s essential for organizational success. It’s perhaps more tangible, prevalent and impacting on the bottom line than any person or documented policy. Unfortunately, though, few businesses set out to create their cultures intentionally. So how do you transform your work environment in a way that catapults productivity and efficiency?

Join us March 26 as Greg Hawks will help you discover how to deliberately design a culture that produces growth. In this session, he will help you understand the five elements that communicate caring to every employee, discover the four foundational pillars that foster engagement and productivity, and realize the three benefits from having an intentionally crafted business culture.

All about Greg
Greg Hawks is the lead agent for Hawks Agency in Oklahoma City. With a leadership portfolio spanning both nonprofit and for-profit worlds, he has spent his life investing in people. Through Hawks Agency, he challenges and empowers leaders, teams and organizations to reach for greatness. His history is broadly dynamic. Speaking on platforms around the nation, creating mentoring networks, leading small and large teams, real estate investing, running summer camps, hosting leadership events and producing city-wide projects have equipped Greg to be uniquely qualified to serve you, your people and your business.

When:           Wednesday, March 26, 2014, 11:30 a.m. to 1 p.m.

Where:         The Summit Club
15 W. Sixth Street, 31st floor, Renaissance Room
Bank of America Building (parking garage entrance located on Boulder Avenue)

Fee:             Event Registration

IABC/Tulsa Meeting (Member Fee) $25
IABC/Tulsa Meeting (Non-Member/Guest Fee) $35

RSVP » Monday, March 24, 2014
Your new issue of Communication World is now online…

First, please help shape the future of CW magazine by taking a quick survey to let us know how we are doing and what you’d like us to do differently.

In this issue, learn how social intranets are transforming how business gets done.

In “The Power of Social,” James Robertson shows you what social media features can do to boost productivity, engagement, knowledge management and customer service.
In “The Change You Wish to See,” Toby Ward argues that to make social business work, you have to change the culture.
In “Creating the Next Generation Intranet,” Guy Van Leemput, online communication and intranet expert at J. Boye in Brussels, talks with CW about the promise social intranets hold.
In “How to Make Yourself Invaluable,” Caroline Kealey points to five essential practices for strategic communicators.
ALSO IN THIS ISSUE: A Gold Quill Award-winning case study on how Asurion took its intranet to the next level, and Phil Douglis, ABC, IABC Fellow, on how to use color in images to give them a deeper meaning.

Did you miss a previous issue? Find back issues here.

We’d love to hear your feedback on CW. Please let us know what you think by taking our readership survey.

Regards,
Natasha Nicholson
Executive Editor
cwmagazine@iabc.com
8 Benefits of Using Video to Communicate with Employees
by Lawson Cox

Most business leaders will acknowledge that employees are among their most vital company assets. Unless employees are well trained, informed and engaged, a company or organization will not perform at its best. Internal communicators know that their role is to help meet business goals by giving employees the information they need to further the mission of the company or organization.

As an internal communicator, there are many media you can use to reach employees. Video can be an important and effective component in your employee communication mix.

Read the rest of this article on the IABC website.
Upcoming Seminars and Workshops

Communicating Change: The Vital Role of the Business Communicator – March 25
Internationally renowned change management expert Jeanenne LaMarsh presents an eight-week online workshop covering the Managed Change™ model, a proven model for leading change management across the globe.

MORE »
Transforming Traditional Public Relations Tactics Into Digital PR – April 9

What is digital PR and how has it changed the role of the communicator? Learn this and more with our presenter Carrie Morgan, digital PR consultant and soon to be published author, as she explains how the world is changing, and how your skills must shift with it.

MORE »

 

Job Line – Local and International

Looking for local, regional or international career opportunities? Have an open position and looking for a talented professional to fill it?

IABC Tulsa and IABC International both have career listings available.

IABC Tulsa has new listings for interns available this month!

The IABC Job Center is the definitive career resource for the communication profession, serving job seekers and employers in all industries and communication functions.

IABC Tulsa – June 2014 Meeting

IABC Tulsa  -  June Meeting

How Generational Diversity Is Transforming the Workplace

Today’s workforce ranges from Baby Boomers to Millennials, and the distinctions between generations – their cultures, expectations, communications styles and their “toys” – have never been so sharp and diverse. Join us as Bill Fournet presents the latest information and practical techniques to help your organization harness the strengths of its generationally diverse employees and understand their various drivers and preferences.

All About Bill

Bill-Fournet

Bill Fournet is the founder, president and CEO of The Persimmon Group. He provides business strategy, project management, educational development and information technology consulting to clients in various industry verticals, including energy, financial services, aerospace, telecommunications, government and human resources, among others.

Over the past two decades, Bill has provided leadership for clients in delivery methodology, business process improvement, resource development, project management, business analysis and training for a variety of national, international and multinational organizations.

When:  Wednesday, June 18, 2014, 11:30 a.m. – 1 p.m.

Where: The Summit Club
15 W. Sixth Street, 30th floor, Governor’s Suite
Bank of America Center
Parking garage entrance is located on Boulder Avenue; additional parking is available at             the ONEOK Plaza parking garage

Fee:     Event Registration
IABC/Tulsa Meeting (Member Fee) $25
IABC/Tulsa Meeting (Non-Member/Guest Fee) $35

RSVP:  Monday, June 16, 2014

IABC Tulsa May, 2014 Meeting

IABC Tulsa May Meeting

Is Your CEO Really Prepared to Face the Media?Whether it’s an ambush interview in the parking lot, or a well-planned press conference, your organization’s top leader needs to feel confident and prepared when talking with reporters. How do you help bring that about?

Join us May 21 when Terri Ammerman of The Ammerman Experience will offer her perspective on media training for executives and give us ideas we can use to help the corner office communicate effectively.

All About Terri

Terri Ammerman is president and chief executive officer of The Ammerman Experience based in Stafford, Texas, near Houston. She joined the company in 1981 and became CEO in 2007. Over the years, The Ammerman Experience has thrived under Terri’s leadership. She provides strategic counsel, communications advice and training for clients around the world, including several of the world’s largest energy companies.

When:  Wednesday, May 21, 2014, 11:30 a.m. – 1 p.m.

Where: The Summit Club 15 W. Sixth Street, 30th floor, Governor’s Suite Bank of America Center Parking garage entrance is located on Boulder Avenue

Fee:     Event Registration IABC/Tulsa Meeting (Member Fee) $25 IABC/Tulsa Meeting (Non-Member/Guest Fee) $35

RSVP:  Monday, May 19, 2014