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Power Women Replay with Katie Biddle

⏱️ 24:20 🎤 Cassie Pound, Katie Biddle, Heather, Eric
AUDIO EPISODE
Power Women Replay with Katie Biddle
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Chapters

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  • 0:00
    Sponsor: Forest Perry Marketing
    Cassie highlights Forest Perry Digital Marketing as a sponsor, offering lead generation and brand protection for service businesses.
  • 0:23
    Sponsor: Key Heart Marketing
    Cassie promotes Key Heart Marketing for transforming boring online presences into brilliant social media strategies for businesses.
  • 1:11
    Sponsor: Rival Digital
    Eric Thomas announces Rival Digital as a new sponsor, detailing their full-service digital marketing for home services.
  • 3:07
    Katie's Entry into Trades
    Katie Biddle recounts how she started in the trades at 19, doing 'just about everything' for a small startup HVAC company.
  • 5:07
    The Challenge of Delegation
    Katie, Cassie, and Heather discuss the difficulty women face in letting go of tasks as a company grows.
  • 8:59
    From CSR to Marketing Lead
    Katie explains her career progression from sales coordination to managing a call center, and eventually becoming Head of Marketing and Customer Experience at Call Dad.
  • 12:44
    Radio Marketing Strategy
    Katie discusses Call Dad's heavy investment in radio advertising post-rebrand and the often-overlooked effectiveness of traditional media.
  • 17:20
    Customer Experience Insights
    Katie shares her learnings about connecting with customers and resolving complaints as Head of Marketing and Customer Experience.
  • 21:19
    Dad University Program
    Katie describes Call Dad's 'Dad University', a 27-month apprenticeship program for HVAC technicians.
  • 23:29
    Future Growth and Goals
    Katie outlines Call Dad's ambitious goals for future growth, including adding new trades and becoming a household name in the Southeast.

Speakers

C
Cassie Pound
Host
K
Katie Biddle
Head of Marketing and Customer Experience
H
Heather
Host
E
Eric
Rival Digital

Key Takeaways

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Embrace diverse marketing channels, including traditional media like radio, to reach a broader customer base across different generations.

✦

Be willing to rapidly change and adapt processes as your company grows, ensuring systems scale efficiently.

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Prioritize customer experience beyond initial contact, addressing issues and feedback to maintain a strong reputation.

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Invest in internal talent development programs, like apprenticeships, to build a skilled workforce and foster loyalty.

✦

Continuously analyze and improve internal operations to prevent customer experience breakdowns during rapid growth.

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Empower your team to delegate tasks as the company expands, allowing leaders to focus on strategic initiatives.

✦

Actively seek to convert 'passive' customers into 'promoters' by identifying and implementing differentiators in your service.

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