Sponsored By: Penn State Wilkes-Barre Northeastern Pennsylvania Technology Institute TMG Health Greater Wilkes-Barre Chamber Julie Space ◦ Director, Support Services ◦ TMG Health, Dunmore Welcome Review Agenda Membership/Retention ◦ Mark Brown, Frontier Communications PR/Marketing Plans ◦ Julie Space , TMG Health Inc. Communications (Web Page, White Papers, Presentations) ◦ Karla Porter, Greater Wilkes-Barre Chamber Technology Interest Group Special Topic Presentation on NEPA CS Consortium Social Networking Site Interest Groups ◦ Internal Customers Mark Brown, Frontier Communications ◦ External Customers Cheryl McCann, Metz Corporation ◦ Training and Quality Shelley Hayden, TMG Health Next Steps & Closing Remarks Shelley Hayden, TMG Health Inc. Mark Brown Frontier Communications, Wilkes-Barre Julie Space ◦ Director, Support Services TMG Health, Dunmore Mission The NEPA Customer Service Consortium was founded to provide a forum for professional networking and development of business practices aimed at delivering an exceptional customer experience and driving customer loyalty. Goals Professional Networking Professional Development Industry Growth Membership Current Situation Newly established Consortium ◦ Founded in May 2009 Early meetings have driven tremendous interest Solid and committed leadership team Consortium is competing for mindshare and “time” share Basic PR activities initiated thus far No formal marketing plan in place Little to no funding for marketing activities Opportunities For members to participate in founding, building, and growing the consortium. Your company’s opportunity to Partner for networking, sharing of best practices, and development of the tools, technology, and training systems focused on delivering an exceptional Customer Experience. Our collective potential to brand and deliver World Class Customer Service on a local level in NEPA. PR/Marketing Objectives Establish a solid foundation Grow Attendance/Membership by 20 % per quarter Establish loyalty and volunteerism among existing members Establish recognition in local market Target Market All individuals who support customer service teams such as Human Resources, Trainers, Quality Specialists, Workforce Planners, Supervisors, Managers, Directors, VP’s, etc. All Vertical Markets and Industries… Anyone who delivers customer service… Branding Need to create a brand and image to be used in all marketing initiatives. Messaging Need to create talking points to be used throughout all marketing and PR initiatives to ensure a consistent message. Logo Samples Logos Messaging Opportunity to learn and grow ◦ Professional Development ◦ Networking Opportunities ◦ Best practices Focused on growth and development of NEPA Additional points TBD PR/Marketing Tactics Traditional ◦ Local newspaper feature articles ◦ TV – Public Service Announcements (PSA’s) ◦ Free ad placement (local newspapers) ◦ Inclusion in direct mail ◦ Host Seminars/Events Online tactics ◦ Email communication including Marketing and Newsletters ◦ Marketing on members’ businesses websites “A Proud Member of the NEPA Customer Service Consortium.” Marketing Tactics Viral Marketing & Social Media ◦ Phone calls and emails from members to friends and business acquaintances ◦ Mixers and “after hours” opportunities ◦ Blogging ◦ Facebook ◦ Ning.com Social networking site (i.e. testimonials) ◦ Free banner ad placement (local newspapers, TV stations, etc.) Next Steps Create Marketing Calendar Reach out to local newspapers for feature articles Contact anyone with a local website for free banner ad placement that can link to Ning site Increase communications on Ning.com site Add content to Ning.com Solidify logo design and colors Research inclusion in mailings Research available grant funding Communications Interest Group: Technology (Enables/Serves Business) Leadership Team Facilitator: ◦ Karla Porter Director of Workforce Development & Human Resources Greater Wilkes-Barre Chamber Special Topic Presentation ◦ Social Networking Demo NEPA Customer Service Consortium Networking Site Interest Group: Internal Customers (Drives Business) Leadership Team Facilitators: ◦ Mark Brown Frontier Communications ◦ Maureen Hornlein RCN Corp. Focus: Employee Satisfaction ◦ Attract ◦ Motivate ◦ Retain Presented by: Internal Customer Interest Group Presented to: NEPA Customer Service Consortium We are good at “Big” communication ◦ Communicating major changes in policy, goals, procedures, etc Poor at daily communication ◦ Lack follow-thru post “Big” communications ◦ Need more personal communication ◦ Need methods of communication that obtain employees “buy-in” How do we improve our ability to communicate to our employees on a routine basis? ◦ Communication must be sincere ◦ Communication must build trust ◦ Need to communicate good news Not just communicate bad news Don’t layer the bad news with good news Eliminate the anticipation of the “But” ◦ Get employees involved/invested in company communication Form employee committees (facilitated by management) Employee newsletter, Employee Wellness Committee, Employee Smoking Cessation committee, etc Fire up the creative juices of the employees Create “Lunch & Learns” Does not impact employee production Creates learning atmosphere in work place Fire up creativity of employees Engage local support from organizations like the YMCA, Blue Cross/Blue Shield, etc Interest Group: External Customers (Are the Business) Leadership Team Facilitator: ◦ Cheryl McCann Vice President of Human Resources Metz Corporation Focus: Customer Satisfaction ◦ Attract ◦ Motivate ◦ Retain Interest Group: Training/Quality (Improves the Business) Leadership Team Facilitator ◦ TBD Today’s Presenter ◦ Shelley Hayden, Training Supervisor TMG Health, Dunmore Focus: Performance Excellence ◦ Assess ◦ Develop ◦ Implement ◦ Measure Shelley Hayden, TMG Health ◦ Training Supervisor Next Leadership Team Meeting ◦ Wednesday, January 13, 2010: Location: TBA General Meeting dates: ◦ February 3, 2010 ◦ May 5, 2010 ◦ August 4, 2010 ◦ November 3, 2010 December: Holiday Meet Up” on December 9 ◦ Watch your email for details!