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 – Happy people means happy profits at RedBalloon

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Hosted by HerBusiness

On air:

22 November 2014

Click to download the interview

Roslyn Hogan is the Happiness Officer at experience agency RedBalloon. Customer happiness is at the heart of what RedBalloon is about. Roslyn says that happy customers and employees will naturally lead to sales.

RedBalloon use the Net Promoter Score to measure customer satisfaction. The system gives an accurate indication of how a consumer might advocate or demote a brand.

 

Listen to this herBusiness interview with Roslyn Hogan to learn:

  • How to communicate via three channels
  • The importance of customer happiness
  • How to better understand your customer and employee
  • How to create an entrepreneurial culture

Roslyn Hogan provides the following tips for small businesses:

  • Foster a culture of innovation
  • Listen to what your customers and employees are saying
  • Be a bold and honest leader
  • Be human

Learn more about RedBalloon.

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About the host

Suzi Dafnis

Hi there. I’m Suzi Dafnis, CEO at HerBusiness. My BIG passion is helping women business owners to grow and scale their business, so that they can create their ideal lifestyle and make a difference in the world. Every day I am inspired by the more than 30,000 amazing women (and men!) in our community and I love finding the best education, mentors, and resources from around the globe, to help them get the skills, knowledge, and support they need to succeed. It’s been my privilege to lead HerBusiness (formerly The Australian Businesswomen’s Network) for the past 23 years (two+ decades – WOW!) because, whilst I’ve enjoyed success in business, I’ve also experienced the highs and the lows – sometimes you can feel on top of the world and in control and other times you can feel isolated, exhausted and stuck. What has made the biggest difference for me has always been having great people around me and having a lifelong commitment to learning. That’s why I am so passionate about the work we do here at HerBusiness – providing a Connection Network for women in business to get the mentors, contacts, referrals, knowledge, and skills they need to grow their confidence, make more money, build their businesses, expand their network and create the lives they love. My entrepreneurial journey started in the spare room of my Sydney apartment in 1994 when my business partner and I started a boutique events company that represented speakers and authors from the USA, here in Australia. Over the years I’ve grown multiple multi-million dollar businesses in the events, publishing and education niches – with teams in Australia, New Zealand, and the USA. Not everything has worked and there has been a degree of trial and error, and a lot of bumps in the road. But I have always had a strong commitment to always surrounding myself with great mentors and like-minded peers – a Connection Network that I can depend on and who can depend on me to be there for them too. I truly do what I love, every day.  

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About the guest(s)

Roslyn Hogan

Roslyn Hogan

Roslyn Hogan is the Head of Customer Happiness at RedBalloon. Roz has heralded a number of changes within her team, ingraining a sales culture that has become second-nature and resulted in sales doubling in three years. Roz has formalised the way RedBalloon measures customer experience via the Net Promoter Score, which has seen their NPS consistently at best practice. This year, her team’s employee NPS came at 100% – a score almost unheard of. Roz has worn a few hats in her career – trainer, leader and manager – and in every role she believes that communication and education can change the way people think, feel and see the world.

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