Michael Byrne on The Customer Experience

Click here to download and play podcast MP3. 

I mentioned previously that I would ask Michael Byrne of QBC Ltd to provide more details, in a guest post on this site, about the podcast-enhanced Customer Experience training programme which we are collaborating to provide.

Of course, we soon realised that what we really needed to explain ourselves was a podcast!

Here it is: 36MB, 45:31, MP3.

  • Michael explains what he means by Customer Experience, and describes the services he provides to companies in order to better understand and serve their customers.
  • How he uses blogging and podcasting to improve the effectiveness of traditional training and coaching.
  • What happens when a company uses podcasting to capture and share experience throughout the organisation?
  • Michael describes the feedback from the first company to participate in this programme.  We’ve provided an extranet website which their mobile salesforce access using a username and password.  Three podcasts a week are published to the site, and the main points are summarised and discussed on the blog.  The podcasts are listened to on PCs, on mobile MP3 players, on mobile phones, while driving …
  • How “Cluetrain” is this?
  • The importance of Recognition in the workforce and the value of podcasting as a means to deliver Recognition.
  • This conversation is an ongoing one.  The next opportunity for discussion is at the “Podcasting For Your Business” seminar organised by IT@Cork next Tuesday.  I’ll be speaking there, together with Brian Greene of Doop Design.  Brian has also been involved in this project as Doop were engaged to build the extranet site.  Michael plans to attend the Cork event as well.

This was one of the most relaxed and enjoyable podcasts I’ve ever participated in.  I hope to extend the idea to a series of conversations with Michael on related ideas.  Watch this space!

On a personal note, after 18 months and more than 230 podcasts, this is my first in the English language!

There’s only one thing better than finding something you are passionate about, and that is: meeting someone with a passion that complements yours.

Explore posts in the same categories: business, customer experience, irishblogs, podcasting, qbc

9 Comments on “Michael Byrne on The Customer Experience”

  1. Krishna De Says:

    Conn – thank you for brining this podcast to us.

    I definately think there is an untapped opportunity to use podcasting inside businesses and organisations.

    I recently attended a meeting of a new professional association that was being established.

    When it became clear that the area that the President and Directors were covering about the goals and strategy for the organisation were going to be of great value to us going forwards and to those people who were not able to attend, fortunately I had my recording equipment with me and got their permission to record the session. and of course we translated that into a podcast.

    I also think that podcasting has immense opportunity within corporates in terms of employee engagement and communication – something I am particularly passionate about as it supports business performance.

    I look forward to listening to more of your podcasts on business podcasting in the months to come.

  2. […] Michael Byrne on The Customer Experience […]

  3. […] Edgecast Media Podcasting by Conn Ó Muíneacháin « Michael Byrne on The Customer Experience […]

  4. I really enjoyed this podcast,

    thanks very much, not sure if you are aware of this one below is a collabortive project between a irish and maltese school using blogging and podcasting


    Thanks again,and good luck with the rest of the project

  5. Thanks everyone for your comments!

    Stephen – That slua project is very impressive, and the podcasts are excellent in content and quality. Are you involved with it?

  6. Joe Molloy Says:

    Thanks Conn for your positive comments. I couldn’t post a reply as my laptop was stolen on February 23rd at the eTwinning Conference in Brussels . The project came in runner-up at the 2nd eTwinning Awards. You (nearly) win some – you lose some.

    slua.com is the podcasting site of Saint Attracta’s Senior National School, Meadowbrook, Dublin 16. We have been podcasting and blogging since may 2005.

    Jacqueline Vanhear (Malta) posted a video on February 28th. It convinced me that educational podcasting is here to stay. The children in the Once Upon A Blog project are aged 6 – 9 years old. Teachers, parents and students love it.

    Thanks again – Joe & Jacqueline

  7. Joe – thanks for the comment – and well done to all concerned!

  8. […] and it’s implications.  So I was undecided until the last minute whether to go with Michael Byrne to the European Corporate Podcasting Summit (he’s had his ticket booked for […]

  9. […] Maar verrassend genoeg maakten de bedrijven uit het onderzoek zelfs nog meer gebruik van podcasts dan van blogs, maar liefst 35% gebruikt namelijk al podcasts. Over zo’n internet podcast ervaring kun je hier meer horen (36MB, 45:31, MP3) en lezen (Michael Byrne on The Customer Experience). […]

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: