From the monthly archives:

March 2011

Stephen Smith

Finding Incept: When a Job Makes You Stronger

[This post was written by Melissa Kollar, a new Conversational Marketing Expert (CME). Melissa's life was turned around by her experience as a member of the Incept team. She wanted to share her experience with you. So, without further delay, I'd like to introduce Melissa...]

Sometimes Life Throws You A Curve Ball

Sometimes life makes you wonder if everything is going wrong for a reason. Sometimes life throws you a curve ball without any inclination to warn you. Not to make this into a pity party, but that mostly summed up my life right before I began working at Incept.

I was a full-time college student working a full-time, third shift job (plus a part-time job, as well). I had just moved out of my parents’ house and was trying to be a big girl in the real world. I had moved to a new town to be closer to my college, so I had no friends… yet. Not only was money an issue, but finding time to actually sleep was also becoming more and more difficult.

Finding Incept

In the midst of all this, I decided to go to a job fair. Once I got there, the staffing personnel told me all about Incept. I must say, it was love at first sight when I saw the Incept Facebook page. It completely blew my mind that a company was using Facebook and actually posting regularly! The attitudes of the employees floored me, and the work environment (from what I could gather) was so welcoming.

Naturally, when I went in for the interview, my walls were up. However, as soon as I saw the people, I was astonished once again. They not only acted awesome on the internet, they were just as wonderful in person. The first person I met at Incept was Brian, my trainer. He was so much fun to talk with, and so excited about his job, that he got me thrilled to start.

Doing a 180

Since Day 1, I keep meeting new people and making real friends. I have been at Incept for about two months now, and let me tell you I am NEVER leaving. I never thought a job choice could turn things around for me, but my stress level has done a 180. I couldn’t be happier with where I’m at now; I couldn’t be happier that I’m at Incept.

(We’d like to thank Melissa for sharing her story with us. If you’d like to share your story with our readers, please feel free to get in touch with us on our Facebook page.)

Let's talk... results

{ 1 comment }

Stephanie

Outsourcing: No Longer a Dirty Word

Let’s be honest, when you hear the word “outsourcing,” you probably feel some negativity.

Believe it or not, your Mom won't put soap in your mouth for saying "outsourcing."

You probably think of jobs being lost or companies being shut down, all for a cheaper product or service. Outsourcing has become a dirty word in a lot of industries, but none loathe the concept as much as those in conversational marketing and telecommunications. It doesn’t have to be that way though.

Anymore, outsourcing isn’t just sending work overseas to save a few dollars. If it’s done correctly, outsourcing can actually create more jobs and still help a company reach its goals. Here at Incept, we complete outsourced calls for blood centers all across the country. What do blood centers and Conversational Marketing Experts (CMEs) have in common, you ask? Quite a bit, actually. Blood centers need to contact their donors for a number or reasons – to set up or confirm blood donation appointments with their donors, or to simply thank a donor for taking the time to stop in and donate.

Why do companies outsource? Just as phlebotomists are experts at collecting blood and caring for donors, Conversational Marketing Experts (CMEs) are professionals when it comes to having productive conversations with donors. With outsourcing, it isn’t about just meeting a goal, it’s about taking out the roadblocks that make getting to that goal stressful. By letting us help them make calls on their behalf, the blood centers are able to focus on what they do best: taking care of the donor one-on-one.

Companies don’t have to do everything themselves. After all, we all have a lot on our plates. Whether it’s family, extracurricular hobbies, work or just finding the time to take a quick breather, I think it’s safe to say that we all need to free ourselves up a little to do the things we love doing. So the next time you feel yourself bristling at that foul, foul word – outsourcing – take a moment to rethink the stereotype. It could be a great opportunity for the creation of numerous new jobs. And who knows? Maybe by outsourcing a portion of their work, your favorite blood center or business could go above and beyond what they could do before!

Photo Credit: ?

http://tokyobootcamp.com/2011/03/07/burning-desire-to-lose-fat/ralphie-soap/

http://www.1ststoptravelstore.com/World_Globes_Replogle_Lenox_Desktop_Globe.htm

Let's talk... results

{ 2 comments }

Lawrence Prather

Curious About QR Codes?

This post is meant to provide you with a general understanding of what QR codes are, their potential for marketing and your interactive experience.

“A QR code is a specific matrix bar code (or two-dimensional code), readable by dedicated QR bar code readers and camera phones. The code consists of black modules arranged in a square pattern on a white background. The information encoded can be text, URL or other data.” ~ Wikipedia

The World Park Campaign

YouTube Preview Image

Let’s Take a Walk

QR code poster in Central Park (New York, NY)

QR codes allow someone to scan/photograph a code – for example, the picture to the right. Once a code is scanned, the code will then pull the information from whatever source was used to generate it. This code enables someone to virtually consume information about various items, be it history, arts and culture, geology, music, etc. In this example, a QR code makes the experience richer for Central Park visitors, providing the opportunity for a casual stroll through the Central Park to be an interactive learning experience. It’s fun for the whole family.

When creating the QR code, programmers can put a vast amount of information behind them. Instead of giving a potential client a plain, old, boring, standard business card that has some copy on it, or a pamphlet crammed with a lot of copy and some images on really shiny and expensive paper, you can provide them with an eye-catching business card with your picture and a QR code. Once scanned, the code could then take that person to your LinkedIn account, website or wherever you decide is best.

For a list of some other creative ideas on how QR codes could be used, take a look at this post: 50 Creative Uses for QR Codes.

Networking

Imagine, if you will, that you are at a conference. Let’s say, just for giggles, you’re at the most recent installment of SXSWi. You have a breakthrough digital product/service that will revolutionize the way you present an elevator pitch. You are in an elevator on your way to your hotel room, and immediately to your left is the CEO of some company who just so happens to be in Austin for something other than SXSWi. Time to pitch. But here’s the catch: your product/service is hosted in the cloud. Now what?

You pitch on that elevator like you have never pitched before, and you give that person you’re pitching a card with your picture, some other bits of information and nothing but a funny black-and-white square made up of more funny-looking designs. You say something to the effect of, “Go ahead. Scan it. This funky little square provides a wealth of knowledge and power that you can utilize to help benefit you, your employees, your customers and your company.”

Possibilities

QR codes could (possibly) save you money. It might only be a few dollars here and there, but, in the long run, it could be tens of thousands. For example, instead of paying for a 1/4-page, 4-color ad in the local paper, you can submit a small 1.5″ x 1.5″ black-and-white square that will cost you far less but could possibly garner more engagement than the color ad. The reason? Humans are curious creatures.

Look at this square. You probably noticed this QR code before noticing anything else on this half of the page – especially this sentence you are now reading. After you finish reading this post, go ahead and scan it. You’ll be glad you did.
qrcode

You can cut down on your use of paper with QR codes, because everything is online. In my honest opinion, there is no need for a mountain of paper containing the same information that can be thrown onto a website (with the potential to be seen by everyone).

QR codes are not limited with respect to virtual information; they are limited only by your imagination.

Note: *In order to access the amount of detail that is behind these codes, you need a QR code scanner. There are plenty in the Android Market and the iPhone App store.

Here is a list of great FREE QR code resources:

Photo & Video credit: Agency Magma

Let's talk... results

{ 6 comments }

Brian

The Nature of Filming Conversations

Writing blogs isn’t all I do at Incept. Part of my job actually includes making company videos for our Facebook page.

One of my main tools.

I always have had an interest in making movies. Back in my teenage years, there was one summer when I scraped for pennies, bartered and sold my unwanted possessions, relentlessly pushing until I had enough to buy a cheap Sony 8mm camera. With no prior filming experience I’d simply cruise the streets of Ohio suburbia on my skateboard and, along with my friends, film the moments of my life from dawn to dusk.

After taking a two-year interactive media course in high school and finding my way to Incept, I am still making videos. Many of the videos I do are more on the professional side of things, due to the simple fact that Incept holds itself to world-class standards. In my ongoing quest to make sure my videos are not only creative and interesting but also engaging on an internal and external level, I interview my fellow coworkers and bosses on a regular basis.

We talk about topics like what is going on in the company, positive and top performance shout-outs, and even upcoming company events. They have become a source of entertainment and value within our company culture and will continue to be utilized to strengthen company-wide communication. Naturally, I speak with many personalities within the halls and walls of Incept. That being said, everyone is different when it comes to being interviewed on camera.

Having a conversation on film is a lot like having a conversation off-camera – there is virtually no difference. Here are some things I do to make sure I’m having not only quality conversations but real conversations while filming:

  • Set the scene for success. If you are doing a formal interview, it is always best to find a quiet place. You want your interviewees to be fully focused on the questions and dialog at hand, not daily distractions. It is also important to remember that you can always have multiple angles of anyone - a tip that really opens creative doors when working with basic equipment, as well as limited time and space, but still need a quality finished product in the end. A basic example of something I do is shooting a different angle for each question asked. In doing so the video becomes less predictable than just the same shot and gives me the ability to maximize the visual space of the setting I’m in, whether that be a small office or a giant, long-tabled conference room.
  • Make your interview subject relaxed. So you’ve found the perfect place to film, but you have some people who get nervous at the thought that their filmed response is going to be viewed by many people, a lot of whom they do not personally know. It’s easy to see why people get nervous about performing on stage or even being filmed – the world can be a judgmental place. It all comes down to you, as an interviewer, being able to make whoever it is you’re talking to feel relaxed and open to conversation. Be willing to let them do another take if they want to. It’s also a good practice to go over the questions and format of the interview before filming even starts. That gives the interviewee some insight into what the topic(s) at hand will be. This helps them have a more natural feel when answering questions, as well as comfort in knowing when transitions will occur over the course of the conversation.
  • Set your tone. Whenever you film, remember to ask yourself, “Who is my audience?” A video with the president of the company explaining changes in policies is going to be different (in terms of tone) than a video of last year’s Christmas party. The questions – and how you ask them in the environment you ask them – are going to be the determining factors toward the responses you get. Editing your video with appropriate title screens, music or sound (if any) and length is what effectively brings out desired tone when it comes to filmed, formal professional interviewing.

Right now I’m doing something I’ve loved doing for years in a professional setting and running with it. I’m going to keep pushing the limits of how good I can get with the equipment I’m working with. After working with everything from multiple editing interfaces and 8mm film cameras to high quality Panasonic HD cameras and Flip video cameras, I’m convinced it’s all about how you utilize the equipment.

What do you like to do that brings out your creativity?

Photo Credit: http://i.telegraph.co.uk/multimedia/archive/01532/flip-cam1_1532466i.jpg

Let's talk... results

{ 1 comment }

meredith

The Importance of Being Objective During an Interview

Is the sky orange-yellow or yellow-orange?

Billie Johnson, Vice President of New Client Results at Incept, interviews blood banks to see if they would like to become partners.

She assesses their strengths, weaknesses and needs in a face-to-face roundtable discussion and interview, known as Incept Listen. One of the many things Billie has to keep in mind during the interview is remaining objective.

Objectivity can be defined as being “undistorted by emotion or personal bias.” Being objective is especially important for honest business practices, and there are five ways to remain objective in discussions like the ones Billie facilitates:

  1. Don’t assume. Everyone’s situation and opinion is different. Remember, even in a business situation, not every customer’s need is the same.
  2. Keep an open mind. You may be the one conducting the interview, but that doesn’t mean that the other people around the table don’t have better ideas than you.
  3. Don’t expect everyone to agree with you. The sky could look orange-yellow to you and yellow-orange to someone else. It doesn’t mean either of your opinions are wrong, just different. Even in business, you can’t please everyone.
  4. Remember that you’re evaluating facts. You’re not evaluating your emotional reactions to said facts or to the people giving you the information.
  5. Be honest. If a blood bank is doing so well that there’s nothing Incept can offer, Billie is honest about that in her recommendations. She doesn’t try to sell something that they don’t need.

That fifth practice is what makes Incept unique! Many businesses will try to push their product, regardless of the need. How many businesses do you know that are willing to admit that their services aren’t needed?

Do you think that it is important to be objective?

Photo Credit:

Feathered Monkey Art http://www.featheredmonkey.com/gallery_main.shtml

Let's talk... results

{ 0 comments }

Stephanie

How Incept’s Clients Use Our Services

There is more to Conversational Marketing than meets the eye. Here at Incept, we strive not to be telemarketers but Conversational Marketing Experts (CMEs), and we put our clients and their clients (the hospitals) first.

We do a lot of work with blood centers all across the country. For blood centers, spring and fall

Spring and fall tend to be the most manageable times of the year for blood centers, but during winter and summer months, scheduling donors can get a little difficult.

are the times when most people are available to donate. Schools, businesses and many communities host local blood drives and donors are able to donate at a place that’s very convenient for them. During the winter and summer, however, donors tend to be very busy. Between children being out of school, vacations, holidays and numerous other activities, it can be difficult for donors to find the time to come in and donate.

Unfortunately, these are the times when blood shortages are at their worst. More people on the roads traveling and bad weather during the winter months, means a higher chance of accidents and illness. Hospitals need blood, and the blood centers strive to supply it for them.

This is where we can be a big help. Incept offers a plan for blood centers who might need help during these particular times of the year, but not during the spring and fall seasons. For them, Incept can be like a faucet.

Once we’ve spoken with a blood center, and had a chance to set up, we can be ready to help them out within 48 hours. Our Conversational Marketing Experts (CMEs) can reach out to the donors on behalf of the blood center and schedule appointments for these hectic times of the year. Then, once spring or fall comes back around and things go back to normal, the blood center can simply “turn off the faucet” and go back to scheduling their donors as they normally would. By diverting the workload during these stressful times of the year, valuable internal resources are freed up for the blood center, giving them more time to do what they do best: care for their blood donors.

Meeting the needs of our clients and being flexible is what we do best. By working with a blood center on a case-by-case basis, we can be sure that we’re doing our absolute best to produce meaningful results not just for them but for their donors and the hospitals they serve.

What can Incept do to help you reach your goals today?

Photo Credits:

http://www.blueskiescreative.com/charmaine_portfolio/4_seasons.htm

http://ecohomeresource.com/2008/09/indoor-water-conservation.html

Let's talk... results

{ 0 comments }

Brian

Spotlighting Incept’s Lifesaver Program

Being rewarded for a hard day’s work is awesome. Anyone would agree.

At Incept we help community blood centers all across America build stronger relationships with their donor bases. We don’t merely set appointments for blood donations, we also have real, genuine conversations with people in the middle of their everyday lives. It is important to know that anyone can make an appointment, but not everyone can have a conversation which results in creating a positive (and lasting) impact when the receiver has been hung up.

Hard work and good conversations are rewarded at Incept, and why shouldn’t they be? Aside from our core values, consistent quality conversations with real people are one of Incept’s cornerstones. That is why we have the Incept Lifesaver Program to reward Conversational Marketing Experts (CMEs) who really have exceptional conversations with not only our current donor base but new blood donors as well. Here is more about how Incept’s Lifesaver Program works and how it benefits our Conversational Marketing Experts.

There is a certain amount of Lifesaver points awarded for each type of donation Conversational Marketing Experts recruit for. When a new donor is recruited and donates blood when scheduled, that results in ten Lifesaver points for the CME who had the conversation and scheduled the appointment with that donor. Other examples include two Lifesaver points for scheduling a successful blood donation for a current donor (a donor that donates every 8 weeks), as well as six Lifesaver points for scheduling an apheresis donation that was successful.

There are levels in the Lifesaver program that reward Conversational Marketing Experts and directly correlate with how many points they have. Level One encompasses 0-100 points; and the program ranges all the way to Level Twenty at 13,001-14,000 points. The rewards include t-shirts, coffee mugs, leather shoulder bags and even an all-expenses-paid, three-day, two night vacation. With each level increase comes a greater reward. It should also be noted that when a successful CME gains points it is reflected in Incept’s Lifesaver bonus on their paycheck.

Incept’s Lifesaver program keeps our employees motivated to always do their best and consistently increase their job skills. As they gain more experience in assessing the needs of the donor, and listening to make donating convenient, points begin adding up quickly. The Lifesaver program can be viewed as an extra pat on the back in the spirit of one of our core values – Never Satisfied. And in this case, CMEs are never satisfied with anything short of continuous improvement.

Companies willing to take a step forward and reward employees performing at a top-level can attest to the benefit of boosted employee morale. At Incept the Lifesaver rewards program isn’t just a points system meant to measure success, but rather an encouraging tool used to sharpen the skills and morale of our employees.

If you had a company, how would your reward success? How would you inspire and motivate?

Let's talk... results

{ 0 comments }

Stephen Smith

One Year of Blogging at Incept | My Incept Results Top 10

Recently I talked about how March is the one-year anniversary of our adventure into blogging at Incept. I sat down, read just about every blog we (as a team) had written and picked my Top 10 Incept Saves Blogs.

It only seemed fair to go back, look at them all again and pick out my favorite Incept Results Top 10. Here they are:

  1. “Conversations: Quantity Versus Quality” ~ December 2010, by Sam Falletta
  2. “When ‘No’ Actually Means ‘Maybe’” ~ April 2010, by Sam Falletta
  3. “Listening to the Message Between the Words” ~ November 2010, by Dave Walter
  4. “Compliance = Listening” ~ April 2010, by Sam Falletta
  5. “You ARE the Company” ~ December 2010, by Jim Beuoy
  6. “The Internet Conversation Cycle for Brands” ~ September 2010, by Nate Riggs
  7. “Customer Service in Reverse: Everyone’s a Customer” ~ December 2010, by Stephen Smith
  8. “How Far We’ve Come and How Much Further We Can Go!” ~ February 2011, by Jim Beuoy
  9. “The Golden Rule & Standing Orders” ~ June 2010, by Stephen Smith
  10. “365 WOWs” ~ December 2010, by Sam Falletta

I have to compliment my good friend and mentor, Mr. Sam Falletta, for taking ownership of this list I put together. All of these blogs posts are great resources of insight and information, and I hope you enjoy reading them as much as we enjoyed writing them.

So here’s to our first year of blogging (and many more to come)!

Did I miss a post that you liked? Which post(s) would you have picked?

Let's talk... results

{ 0 comments }

Stephanie

The Power of Recommendations: How Herd Mentality Can Influence Us

Herd mentality lets animals move together in coordination without communication. It's the same way with people.

Humans are essentially social creatures, and despite our advancement as a species, the old instinct to follow the herd is still present in the back of our minds.

Call it herd mentality, instincts or mob mentality – it’s all the same thing. Researchers have discovered that it only takes about 5% of people in a crowd to influence the behavior of the entire group.

Think about it: whenever there’s an emergency, a crowd of people will band together and all run in the same direction. Herd mentality doesn’t just apply in emergency situations, however. In one social experiment that was conducted, a group of people were asked to walk randomly around a large hall. A few select individuals in the group were given more specific directions and, sure enough, the others began to follow them. The best part of the whole thing was that the participants weren’t allowed to communicate with each other in any way.

Human beings (and any other social animal for that matter) have an innate need to fit in. We base a lot of our decisions on what others around us are doing and how they react to situations. Oftentimes we don’t even realize we’re doing it.

Children are great examples of this. How many times have you noticed that when one kid has a new style of dress or hair, a few days later nearly everyone in their class has the same look? Children imitate older siblings and friends in a lot of ways – from how they dress and talk to what they like to watch and eat. We tend to follow the lead of those closest to us. If a friend recommends a restaurant to us or a family member suggests a movie, we’re  much more likely to heed that advice than if we just saw either on a commercial.

Social media boosts the power of recommendation substantially. If one person on a social media network starts promoting an idea, especially on a site like Twitter, it isn’t long before nearly everyone they talk to is talking about it. It then becomes a big discussion, and soon people outside of the original group are joining in the conversation. The best part about social media is that it isn’t limited by geography. If a conversation starts in London in the morning, it’s reasonable to expect that it could be picked up as far away as the U.S. or Tokyo by dinner (London time).

Unfortunately, herd mentality isn’t always a good thing. Mob mentality is the darker aspect of the herding instinct. You see it in sporting events and protests. When one person gets too angry or belligerent, others follow the lead. In a situation like this, the herding instinct feeds on itself, building up until nearly everyone in the group is acting irrationally.

What’s the best way to avoid mob mentality or getting swept away with the herd? Stop and think. Look around you. An old adage comes to mind: “If you saw someone jumping off of a bridge, would you join them?” It applies perfectly to this topic. Just because the herd says run or buy or fight, doesn’t mean you have to. Don’t let the herd’s recommendation overrule your thinking. Better yet, by being calm and rational, maybe you can be part of the 5% it would take to calm everyone down.

Have you seen the herd mentality in action? I’d love to get some more examples!

Photo Credits:

http://www.fpettit.com/2008/07/29/down-with-friendfeed-etiquette/

http://evilspeculator.com/?p=6821

Let's talk... results

{ 1 comment }

Brian

Making an Informed Choice

Whatever goal you have, whatever ambition it is that you possess, every choice you make will either take you closer or further away from reaching the outcome you desire.

You are in control of the choices you make.

When it comes to dealing with all the different circumstances life throws at us, it is easy to see how many choices we really have to make. Should I put gas in the car before work? Should I rent this apartment? Should I ask her to marry me? The most important thing to realize about making a choice is understanding that every choice does have an outcome. Whether that outcome is one you’ve been aspiring for, or a situation that is less than pleasant to deal with, is entirely in your hands.

We’ve been talking about the topic of interviewing recently, and when it comes down to it, an interview is merely a tool used to obtain information to make a well-informed choice. It is all about having the knowledge available to make a decision that will further your progress rather than hinder it.

So if interviewing is really just the process of asking questions in order to find out information then you just need to know one word to assist you: why?

Sakichi Toyoda, the founder of Toyota, was indeed a wise man. Whenever a problem or situation needing to be addressed came about, he had a basic and effective root-cause-analysis system that he used. By asking “Why?” when something failed, he could continually ask that same question until a root cause was determined. He encouraged employees to ask, “Why?” not once, but five times. The question “Why?” is one you can consistently use to dive deeper into your information search. Who would’ve thought such a little word could have such a big significance when it comes to problem analysis? Sometimes the most simple solution can be the most effective one.

When you know the root of a problem or issue, you then have the knowledge to make an informed choice toward solving it. When it comes to making a choice, the more knowledge you possess the better. Remember, knowledge is power, especially at Incept.

Try using the “Five-Whys” technique. How does it work for you?

Photo Credit: http://www.startmarketing.co.uk

Let's talk... results

{ 2 comments }

← Previous Entries