Today I talk with Frances Cole Jones, founder of Cole Media Management, who has just written the book How To Wow. You can find more resources at the How to Wow website. We discuss

• Why initial research on clients and customers is so important.
• How engagement is an aggregate of small, simple steps.
• How the word 'You' is so important as an engagement tool.
• How to diffuse conflict.
• The importance of explaining why, when engaging an audience.
• Lessons for customer service departments.
• What causes our fear of words?
• How to express emotion skilfully with your words.
• Tips on email usage.
• The power of signage for brand engagement.
• How to engage an audience through emphasis!
• How you are not aiming for the perfect presentation.
• Why being nervous is good for you.

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If you have feedback for me on the show or topics that you would like me to cover then e-mail me at anna@theengagingbrand.com or hop over to Facebook group for The Engaging Brand. or the new room set up on Friendfeed

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