In Before The Lock
107 episodes - English - Latest episode: 3 months ago -In Before The Lock is a podcast from Erica Kuhl and Brian Oblinger about community, customer experience, and leadership at scale.
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Episodes
🔓 7: This is not a popularity contest
June 09, 2020 04:00 - 1 hour - 34.5 MBBuilding a Superuser program, selecting the right members, and launching it into the world. Superusers: Resource: Sample Superuser Guidelines Erica and Brian’s Vanilla Conversations Talks Participation Inequality Celebrate your Superusers Holly Firestone (Theme Song) Tuvy Le Sponsored by: Vanilla cloud-based customer community software. Drive loyalty, grow sales, and reduce service costs.
🔓 6: So far, so good
June 05, 2020 02:39 - 26 minutes - 12.6 MBOur live session at the 2020 Virtual Comm Chat Summit about our biggest fails unironically ends in failure due to severe weather, Brian pivots to live Q&A, and Bella saves the day. #BlackLivesMatter Failure Stories: The intention of this episode was to swap stories about the biggest fails we’ve made in our careers and share lessons learned. We will publish those as a separate episode. Thanks to the audience for being gracious as the storm wreaked havoc on our plans! Bella: When all els...
🔓 5: A whole bag of crap
May 26, 2020 05:00 - 1 hour - 33 MBUnderstanding users’ motivations, designing community gamification and swag programs, and triggering Erica with U2 puns. Ranks, rewards, & reputation: Resource: Community Gamification Template Erica’s blog post on fun PlayStation ranks Alteryx ranks DataRobot ranks Trailblazer ranks The Real World Jamie Johnston Jon Wishart Oliver Bierne Swag: Holly Firestone's blog on perks and swag Running socks Cold weather kits Top Contributor card game Custom bre...
🔓 4: Somebody’s going to eat your lunch
May 12, 2020 05:00 - 1 hour - 30.4 MBDefining “customer experience”, cultivating a customer-first culture, and building a program to meaningfully improve across key touchpoints. #SaveFerris: Ferris Bueller knew how to create an amazing experience Customer Experience: Jeff Bezos on customer-focus Shipping the org chart Cartoon: customer satisfaction metrics 100 of the Most Customer Centric Companies (2019) Resource: Customer Journey Program Template Sponsored by: Khoros software and services help you win,...
🔓 3: Sell the why
April 26, 2020 13:47 - 1 hour - 28.5 MBAssessing if your company is ready for community, crafting a vision, and building your plan to gain alignment. Building a vision: Marc Benioff “Community is a numbers game.” - Joe Cothrel Building a plan: Resource: V2MOM Okrtemplates.com Resource: OKR Planning Template Resource: Plan on a Page Template Sponsored by: Khoros Syndication allows you to amplify community content throughout search, purchase, and support in a simple, scalable way.
🔓 2: The next normal
April 26, 2020 13:43 - 52 minutes - 24.7 MBLiving in lockdown, trends and predictions for the industry, and how empathy will guide us forward. #covidlife: Erica’s recording setup Brian’s recording setup Trends and Predictions: “The worst time to plan for a crisis is during the crisis” - Brian on Twitter Erica’s blog post - On the Other Side Erica’s interview in The Social Influence Brian’s interview in The Social Influencer Brian’s interview in Community5 Home Game Brian on Peers Over Beers Podcast Brian on Con...
🔓 1: Join the circus
April 22, 2020 20:59 - 59 minutes - 27.9 MBNavigating a layoff, how to approach looking for a job, and that time Erica didn’t hire Brian. Brian’s layoff experience: Brian’s LinkedIn announcement Brian’s commitment to help Lili McDonald Dani Weinstein Looking for a job in community: CMX Job Board CR Network CMGR Profiles Resource: CV Template Resource: Leveling template Sponsored By: Khoros software and services help you win, serve, and grow customers across social marketing, digital care, and branded commun...