Today’s interview is with Scott Gould, an engagement advisor, speaker and author of the recent book: The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees and Communities. Scott joins me to talk about his new book, what engagement is and what it isn’t, what most organisations get wrong when it comes to engagment, what we can learn from his book and how we can put it into practice so we can generate more of it with both our customers and our people.
This interview follows on from my recent interview – An honest and open discussion about how and why we evolved our approach to customer success – Interview with Eva Klein of Hubspot – and is number 258 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Highlights from my conversation with Scott:
Scott is a thinker and expert in engagement, an area he has worked in for 17 years domestically and internationally. He consults with purpose driven organisations who need to engage and galvanise their followers around their mission, including Microsoft, Nokia, GAIN, and the Finland tourist board. He previously founded the popular Like Minds series of conferences, and is the creator of a unified theory of engagement.
Scott is a pilgrim and student of life: he’s been a church minister, lecturer, TV producer, event manager, entrepreneur, designer, developer and creative director to name a few of his jobs. The one thread through them all has been people: how to connect with people, how to engage people, and how to inspire people.
As a consultant, he led a team of 15 marketing executives to create Finland’s tourism social media strategy, and has worked with a range of organisations to engage their communities, including Exeter City Council, Microsoft, Somerset County Council, Nokia, Quilliam, Church of England, ARM, and F&W Media.
Over his career thus far, Scott has delivered 500 talks, carried out over 20,000 hours of community building, and run over 400 events.
Scott is a Fellow of the Royal Society of Arts.
Check out Scott’s book: The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees and Communities, his website scottgould.me, say Hi to him on Twitter @scottgould and do connect with him on LinkedIn here.
Thanks to Pixabay for the image.