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How Mobile Technology Bridged Mary Kay’s Global Communication Gap

engagebycell webinar mary kay 2-04-2021


February 04, 2021

When the pandemic first hit, Mary Kay, global leader in the direct selling industry, had to figure out how their massive employee workforce, from offices to manufacturing and distributing, could function when the world went remote. 

And like many companies making this transition, Mary Kay needed a quick, effective, and sustainable way to bridge potential communication gaps:

  • How could they distill information to thousands of employees across the globe? 
  • What about all the workers without laptops? 
  • And most importantly, how could Mary Kay’s leaders get in front of their workers so they felt safe, secure and well-led? 

Luckily, Mary Kay adopted Engage by Cell’s mobile technology, an instrumental tool in helping their global workers stay informed and connected

We spoke with Senior Editor of Mary Kay, TwylaBeth Lambert as she shared the many ways mobile technology supports their global employee communication pre-, during, and post-pandemic.

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Full Transcript

Patty Ruland  0:02   :   My name is Patty Ruland, I am with Engage by Cell. I've been with the organization for about, gosh, coming up on seven years or so. And one of the great things I get to do is have conversations with our clients and share stories about how our mobile technology platform has been useful in their organization. So today, I'm thrilled to be joined by TwylaBeth Lambert, from Mary Kay. And we're going to talk a little bit about, you know, what's been going on how things have been affecting Mary Kay and their communications with their employees since COVID, and so forth. So let's go ahead and go to the next slide, Molly. I'm going to cover a little bit about Engage by Cell, and then we'll jump into it. Like I said, this is really geared toward sharing TwylaBeth's story. So it's not really a sales, heavy presentation, it's more of sharing an experience. I can answer some questions on the actual platform towards the end. And if you're interested in more information, we'll collect your information, and we'll have somebody reach out to you. But a little bit about Engage by Cell. We are a mobile technology platform. We are cloud based. So the biggest benefit of that is our platform doesn't require any downloading for your user. It's quick, simple, fast and easy. We've been around for about 14 years. We have 4,000 clients in 10 countries and we work primarily with HR departments. We work with many of the workforce development agencies. We also have a division that works with nonprofits, cultural venues, museums, all types of associations. So with that being said, I am going to again, introduce you to TwylaBeth and why don't you tell us a little bit about what you do with Mary Kay and a little bit about your history and background.

TwylaBeth Lambert  2:21   :   All right. I've been with Mary Kay for several years, 12 or 13 years. I am in employee communications and I've been in this department in essentially the same role that whole time, which is really weird in today's world. But the role itself kept evolving. And so I got to keep growing. So it's, I've been very happy, it's still evolving this year, even. I do employee communications. So we are focused on global employee communications.  Mary Kay is in 35 plus markets around the world. So we have employee communications, which is separate from our independent beauty consultant communications. That's a whole other department. So I'm not talking to your Mary Kay lady. I'm talking to the employees at the offices, in the manufacturing facility in the distribution centers, and our international offices as well. So those are my primary audience. I do, I tend to focus on communication campaigns, particularly around change. If we have a new system rolling out.  If we have a new big process that affects employees at large, I'm typically involved in that. And then we also have our department initiatives to engage employees in the in the culture of Mary Kay and keeping that that company culture alive in that legacy continuing and true to what it it was designed to be, what Mary Kay Ash designed it to be, as well as being engaged and informed about company business, how do you do your job? What were the things that you need to do your job? And why do you care? And so those are the things that our department is really involved in. And then I take ownership of certain ones. 

Patty Ruland  4:14   :   I've actually been involved with Mary Kay. You guys have been a client of mine for a while. And we've worked with various different departments. I know we work with some of your leadership team. They used our platform for some of their leadership conferences and things like that. We first connected a couple of years back for a pilot program for global communication. And we've had some great things happen from that. We've had some not so great things happen from that. But it was a great learning experience.

TwylaBeth Lambert  4:48   :   They were still great. They were just learnings, right?

Patty Ruland  4:51   :   So why don't you give us a little bit about how you originally came to us and what you were looking for.

TwylaBeth Lambert  4:57   :   Okay, originally, we were looking for an extra channel that could put, put Mary Kay in your hand, (I was looking for my phone, but the dog is sitting on it), in the palm of your hand, to engage you, particularly in the culture, and the emotional content that we needed to get across. It was also going to be great if we had something really timely that we needed to communicate to people. But mostly it was about a culture moment. And I don't know about your company, but a lot of companies over the last few years, particularly older companies that are getting further away from their foundings, struggled with culture, and creating the right balance of who we are and getting that DNA as you have new people coming in. So we were at that point where we wanted to make an impact. We were hoping to get a global solution, as she said, so we piloted in five countries. And we did learn some things. We learned that some countries themselves had rules that made it really hard for us to connect through text. We learned that some other countries, people in that country don't use texts. They use other chat methods, other instant messaging tools, and texts was not going to reach them. So but what we did also learn was that in the US text was very effective. It's very efficient. People like it. It's simple to either look at or scroll past. And so that was very handy. And, and pickup was good. So we said, Great, then let's focus on the US and a strategy to build this. So we started this program with the intent to have a once a month, non essential communication. We were going to carry some fun, exclusive content, some video content. We were going to do some sort of splash ads for content that we wanted you to go on the inside MK on our intranet and look at. There were things that we were not going to tell you over text like company financials. We're a privately held company. We're not going to do that. But we would tell you, hey, the financials are out. You should go over there, where you're used to seeing them, and they're there now. So we would do things like that. We planned to do that once a month, so we did for a while. And that worked really great. And we saw some uptake. And we saw, it was one of the decisions that we made as a company, is that we're only going to use this service as an opt in. We will not automatically enroll all employees

Patty Ruland  7:31   :   Right, so that can be done with our service, you can upload.

TwylaBeth Lambert  7:35   :   You can. The service would allow us to automatically enroll all employees, but as a company, based on our company culture, we opted to not do that. And so instead, we just would promote the heck out of this. It's a benefit. But when it was only nice to have extra things, opt in was a little slow, but not bad, but a little bit slow. And then the pandemic and then the pandemic hit.

Patty Ruland  8:09   :   Did you as a global organization, and you know, the rest of the country, the rest of the world kind of sit back on their heels saying, "Okay, how do we, you know, how do we change? How do we? How do we get to a place where we can effectively work with our remote workers or work from home people, people who have never worked from home and so forth?"

 Right? So you went into your pocket and dug out this tool.

 

TwylaBeth Lambert  8:35   :   I did. So I was put on a task force with mostly technology people. And the task force's role was to figure out how to identify the technology. Like everybody, we had people who were used to working in offices who couldn't come in anymore, right? But how do we keep the business going? So we have these independent beauty consultants that still needed to be able to feed their family, and their business could be online. Didn't have to give up. How do we help them have their business so they can still feed their families? How do we keep our business afloat? And yet nobody can go in the office. And so very quickly, because China had to do it first. Just overnight, China shut down right, surprise. Whoo. And they adapted very quickly and broke ground. But then when they shut down, that was a cue that this task force started up to how are we going to get the rest of Europe as Europe started dropping like dominoes? And we know the US is going to follow? All these places are going to follow how do we get them ready? So interestingly, we have around 5,000 employees worldwide, and most of those people don't have laptops. Most of those people are desk employees. Then we have people working in manufacturing here in the US, and China. And we have people working in distribution centers in various places around the world that are packing the products into boxes and shipping them out to "her." That's what we call the independent beauty consultant. Shipping them out to "her" wherever she is. And so we knew that, in order to keep the business running those manufacturing people were going to be essential workers, particularly once we started making products that were truly essential for pandemic times. And so we need to be able to communicate with them. But they don't have desktops or laptops. They do have phones, most of them, they're not company phones, they had personal phones, but they needed to know information, like should they come to work? What are the new rules for coming to work? What's changed with what do you need to know about your team? What do you need to know about if you've been exposed - all of those things that you have to tell people? And then we had all of those office workers all over the place who were suddenly working from home.  I was one of the lucky ones. I already had a laptop because I kind of work 24-7, whenever they need communications. But most people didn't. What are we going to do with these people? So we had people who maybe had a company phone, or maybe they had a personal phone, or maybe they had a personal laptop, or they had a tablet, and could we get them at least connected to communications, so they could get emails and the information even if they couldn't do their regular job? Could they at least be informed about that? How do we connect with them and communicate with them. And our intranet, everybody was like, well, you got to post this on the intranet. And I was like, I have a problem. Nobody can get to the intranet. Because we had a significant limitation about who had VPN access inside the firewall. And so everybody else who was outside of our firewall and didn't have Citrix or VPN, couldn't get to all of this information they were wanting me to disperse. And that was like, we're going to have to go outside and no, it makes IT and InfoSec really nervous, but we're going to have to go outside the firewall to communicate these things. And it will be okay. Because we're not selling that the company secrets out there. We're telling them how to get their mail, we're, which will be secure, we're going to tell them how to get their mail securely, we're going to tell them, we're going to help country leaders figure out how to get their country ready before the country's mandated to shut down. So we've got to figure out a way and I was like I have a way,  you're just gonna need to be okay with it. And so where we had been using Engage by Cell for this one, once a month, little fluffy thing, it became absolutely vital to our ability to communicate with country leaders, HR and employees at large around the world. And then you're like, but wait, you said it didn't work for outside of the US. I said the texting part didn't work. But access to what I was linking to in the text works everywhere.  And so once we were able to get those country leaders to have access to the tool toolboxes, I created toolkits that we that we hosted on we call it spotlight that we're putting a spotlight on the information that you need tonight.

Patty Ruland  13:39   :   Let's put up a couple of slides of the spotlight, just so you can all see what we're doing.

TwylaBeth Lambert  13:45   :   One of them is is a picture kind of the toolkit page, the leader toolkit. And once we got that out to the leaders that helped them that gave them what they needed to know to get their employees, at least on email. And in some of our markets if you didn't have VPN, that was the only company tool you had for a while was email. And so that little toolkit, you if you scroll down, it had all kinds of links and information and PDFs and, and Word files that they could use to to get their company ready to have business continuity. And so so we began getting them ready and deciding okay, what we need to do is whatever we would normally put on inside MK on this intranet we need to replicate it on spotlight on Engage by Cell to make that available. So this was working remotely stress and anxiety management. You know, a few weeks in to the pandemic when everybody's working from home, everybody was freaking out. Your kids are there all the time. You're an introvert and your office was quiet but now your whole family is there all the time, 24/7, all of the things. There was another one we wanted to do the one with a baby on the headline. We wanted people to start getting comfortable. Mary Kay has a business culture, business attire, kind of dress code. And we needed people to know that we as a company, we're okay with you being in an environment that was less than perfect. It was less than businessy. So show us your pets. Normally, I have a dog that's up here wanting to be in the meeting.

Patty Ruland  15:30   :   Because, you know, you were giving them vital information, but you were still adding a little bit of engagement. You know, when we first started COVID, it was a scary time, right? We all like to forget about it. But to have a little distraction, where you can show off your desk or your kitchen table. 

TwylaBeth Lambert  15:48   :   Yes, we got so many funny pictures here.

Patty Ruland  15:50    :   There's your child, your coworkers that are running in and out of the room and barking and so forth. 

TwylaBeth Lambert  15:56   :   So we wanted to make them feel informed, connected, safe, and equipped to do whatever they needed to do. And so that's how we use spotlight to accomplish those things. And so another couple of them show different headlines, those little bar graphics across. So that's one of our stories. That's like a regular news story. We had a lot of really heavy, you know, protecting yourself from COVID, what benefits are changing because of COVID. And then we had that Spain story that was just a fun news story that we didn't for a long time, we didn't have very much regular news like that. It took us a while to kind of get back to let's have just some good perky news about things we're doing. But we created that COVID hub, and we created that your one spot. In fact, I have to go update that today, another message went out that's all the information about what you need. And that is us specific about processes and protocols and contact information in the US around COVID. And then we have a front page. So the one that has several and the guy talking in a video, that one. So this is kind of what our front page our fake intranet looks like so that every Friday we moved it, we normally started at the beginning of the week, during COVID, we would have all of these web communications about COVID that would go out as emails and so on Friday, we would kind of do a wrap up so that nobody missed anything vital from the week. And then here's your news stories. So we created this very engaging, very visually appetizing way to replicate our intranet, which is visually appealing. This is actually more visually appealing. So every story gets one of these headline graphics, that tells you what the story is about. It all looks a little bit different. Then you click through one of those and it takes you off to a standalone story like that Spain one. And some of them have just news. Some of them have videos. Some of them have PDFs that resources you could use. And then at the top of that other one was a video that just plays live right there. You can click play on it and watch the backup one. Nope. There. So there is Ryan Rogers, Mary Kay Ash's, his grandson talking to employees in a video. So that was another thing that we decided before, pre pandemic, in the days before, we had once a month, a new show that we created that ran on televisions in the building and we ran it on the intranet. It was like a 20 minute news show of all these stories kind of stuck together. And once we got to this point, (A), most of that couldn't happen because we couldn't get to the studio to film. People weren't there. The news that we normally would have shared didn't matter anymore in the moment. So what were we going to do? And we figured because it was important to us and we kind of felt around and it was important to others, they really wanted to hear from the leaders. And so once a week, we posted a video from one of our executives and we all of them took turns and they filmed it themselves at home with their cell phone and sent it to our video guy. He slapped a little book ends around it and we could pop that up and it was very low tech. It was very turnaround very do it yourself. They got very comfortable. And I love, I've talked about that culture of how we dress, they got comfortable. They would do that with no tie or in a golf shirt, or in Mary Kay swag, some kind of shirt that had Mary Kay logo on it. There's Ryan with no tie. That was kind of a big deal. It may seem silly, but that culture that we're helping you get comfortable with our leaders are getting comfortable with.  Pepe, our leader for Latin America, he's all fuzzy. Now, he grew his beard out and everything. It's very different. He was all very clean shaven and buttoned up and tie. He's a great storyteller, but he was very businessy. And now he is funny. He's adorable. And I love that we get to show that they're people too. And you can be your pandemic self. And that's okay, because we're still getting things done.

Patty Ruland  20:38   :   Absolutely. You mentioned earlier, and I just want to kind of relate back to it,  about the platform texting, not necessarily working in all countries globally. Right. You can access the platform and our code. So there's different ways to disseminate that. So how did you do that internationally?

TwylaBeth Lambert  21:05   :   So we already sent once a week, we call it the weekly, we would send a roundup of news. It's like a newsletter with annotated links to different stories, couple of pictures, and we already did that. And normally, we linked to the intranet. We began linking out to Engage by Cell instead. So each one of those stories would link to the individual story at the top of the page. We link to that main kind of homepage, where you could see everything that's new. And then we would leave a week's worth of old news up there, too, that you could scroll through if you wanted. That wasn't in the email. So that's how we did that internationally. And we have an international version and a US version of that email.

Patty Ruland  21:50   :   And I want to ask you, and Christa actually mentioned it in the chat window. So I mean, you have 5,000 employees, not to mention the consultants and so forth, and I'm sure you have a huge IT department and a huge security department and a marketing department and, and so forth. Yet, you're the one who does this. You're the one who puts everything on the platform. So why don't you talk about how difficult, challenging, easy, piece of cake? You know, I don't know what your technical coding skills are, or your IT background is. But why don't you kind of share a little bit about that process. 

TwylaBeth Lambert  22:31   :   Okay. So the the user interface for Engage by Cell is really easy to use. I'll tell you, it's not fancy, it's not beautiful, like you might see in some other places, but it's super easy to use, I do actually have some technical skills, I can code raw HTML if I really have to. And I go in sometimes, and I correct it if something's going wonky, but I don't really need that skill. Because it's wiziwig. I want a picture here, so I grab the picture icon, and I drag it down to where I want the picture to go. And doing that opens up a deal that says where's the picture? And I go find the picture, just like you're going to add a picture to anything else. And boom, the picture shows up. So it's really easy. I want to add text, okay, I'm going to add my text block thing, I drag that down into where I want it to be. I open wiziwig text box deal that just looks a lot like word where you can type it in and format it. I can copy and paste from something else. It's super easy to use. It's pretty fast. So one of the things early on, I said we duplicated information. So we were still posting things on the intranet for the handful of people who had VPN, or were in the building for whatever reason, that would still go there. And then we had this. So we were posting everything twice. And at first I was like, "Are you serious? Can't we just tell people not to use the internet for a while to post it?" But it's really easy.

Patty Ruland  24:05   :   Absolutely. So let's kind of fast forward to now and coming out of,  I know you the majority of still work from home. What applications for Engage by Cell do you see in the future? Obviously, the people in security and Information Security and all that kind of stuff are a little more at ease now with people having access to certain information that's not behind the firewall. What's kind of a pathway once things return to somewhat normal?

TwylaBeth Lambert  24:41   :   Well, you know, I don't think we'll ever get back to the pre COVID normal. I think we're coming to grips with the fact that the workforce is going to look different. Where we work is going to look different. When we work, that was the other thing that we got accustomed to. Everybody was used to sort of the eight to five-ish, with maybe a little wiggle room. And now we've got people that are like, you know, my kids are all up in my business from three to five. Or, from 10 to 12, I've got to be helping them do school, so I can't really be working, then don't schedule meetings for me then. So we've got people working really wonky schedules. And we got okay with that. We've learned a lot about what we can get okay with, and still get stuff done. Right. And so that's been really great to learn. We talked about needing an agile workforce, and we've learned that we actually have an agile workforce, when they had the freedom to be agile. When they had that environment. Right? When they have the tools that they need, and they have that flexibility and support that they need to do that. They get stuff done. And they just plow through and make things happen, and they partner. So we're partnering in different ways. So how is Engage by Cell going to play into that? I think, originally, I expected that there would be an endpoint and we would go back to once a month. Fluffy news. I don't think that's probably going to happen. I think this will become I think this will stay a piece of our core communication strategy going forward, because we're going to continue to have a more distributed workforce than we did before. We have since fixed that VPN access issue. We got the licensing issue resolved so that everybody has VPN access. So that's not a problem. But we're used to convenience. We like having it in our hands. I was in a meeting this morning, actually where we needed to get some people, some user, some how to information, some videos, some quick guides, and they needed it. They're kept saying, well, we want them to be able to work on the app. And I said, but the app is on their phone, but you're talking about posting, and how fun it is that they can do that anytime, anywhere, but you're telling them that they have to go on their computer to get the How To Guide. That's a disconnect people. We need to get that "how to" guide here. What if we used Engage by Cell for this target audience? So we would create a subgroup for this target audience actually is probably going to be multiple subgroups for this target audience around this change. And we can get them there change information available in their hand, right there, where they're going to be using the web app to do the things. So they could just switch screens, slide back and forth between the screens and do the things right in the moment, instead of having to also have their computer open, which really undermines the message of anytime, anywhere. 

Patty Ruland  27:52   :   Yes, and that is it. It's just in time, just for me, anytime, anywhere. We've been promoting mobile technology, while like I said, I've been with the company for almost six and a half, seven years. We see stats about email rates, dropping. Email open rates dropping, but everybody is so familiar with texting, and I don't care what people say it's no longer generational. My mom's 80,  she texts, I wish I never taught her. But I mean, there's something what's going on the past year. People have adopted technology. You still have your folks that are working from home that either don't have a home computer, or they have one and it's dedicated to their children's distance during the day and stuff like that. So it's really become a factor. I wanted to touch upon, I know you had originally said when you first started doing that happy, fuzzy late stuff monthly, it was a voluntary opt in and people were slowly adopting. During the pandemic, did you have an uptick in how many people were opting in because they would hear that this was available?

TwylaBeth Lambert  29:03   :   Oh, yeah, we tripled our opt ins. We had nearly the entire US population opted in. Since things have kind of cooled off, we've seen a teensy, like maybe 10-15 drop. But that may actually be terminations, like people who retired or were at a facility that closed or department that has changed or whatever. So I think some of that's natural attrition, but even then, 15 people is not a lot. When I talk about that between when it was super optional, and you didn't actually need anything in there to when you needed it to survive. We tripled our opt in population.

Patty Ruland  29:52   :   Well, I think you guys have done a great job during the pandemic of keeping the culture alive. Keeping your employees feeling comfortable, safe, secure. There's nothing worse than not knowing. Employee trust can go into directions it shouldn't. So you guys were really great at continuing that. Let me just ask you a little bit and I'm gonna, I'm gonna hint or fish for some compliments here. You work with our training team. You work with our customer success team. You work with me. How is it to work with Engage by Cell and the people? What do you think about the support?

TwylaBeth Lambert  30:34    :   You guys are so responsive. A wonky thing happened the other day. And I think it might have been user error. That pet cat problem exists between keyboard and chair, that may have been the problem. But it was still a problem. And I was like, I need to email. I haven't even talked to him forever. But I need to email and I emailed and like, within 20 minutes, I had a solution. You guys are super responsive. You're creative. If I asked something, I think it may be a timer to have asked something that you'd never thought about before, and you're like, "Oh, yeah, let's figure that out." Or you were like, "oh, you're misunderstanding what that is, let me help you understand how that's really gonna work. And why that's good for you." So you guys have been fantastic to work with.

Patty Ruland  31:18   :   Excellent. I appreciate that. Like I said, I did a little fishing there for that. But I always like to brag about my support team. I'm a solutions consultant, so I'm in sales. But I mean, with Engage by Cell, you've got such a well rounded team that really cares about the organizations that we work with. And trying to provide the best possible service. And COVID has been challenging. And like I said, you guys well I'll say, "lucky" that you had something in place that you could go to,

TwylaBeth Lambert  31:50   :   We were very lucky.

Patty Ruland  31:52   :   You know, during the past six, eight months or so we've had people coming to us trying to get caught up. And we've been great and getting people on board and stuff. I know a lot of organizations that we talked to and maybe some on the calls are open or partially open, or, you know, have gotten a little band aid solution. And I asked you this when we talked last week, were there any other ideas of how you were going to facilitate this if you weren't using the platform?

TwylaBeth Lambert  32:25    :   If I'm really truthful, with the VPN access issue, we were SOL without this. We had a layer of leaders who could get their email. We had people on laptops, with VPN, who could get their email. And so we could have cobbled together something where those people, even though it's not really your job, but you're the one who actually has a laptop with VPN, you're now the communications person for your country. Good luck with that. We could have done something like that. It would have been awful for them. It would have been really hard for us because communications strategy is a skill that not everybody has. Not all of them in the markets are obviously not all of them are super comfortable with English. And that's the only language I'm super comfortable with. So, it would have been a problem. I'm sure we were scrappy. We would have figured something out. But this saved our bacon. It really did.

Patty Ruland  33:32   :   We're always happy to work with you guys. And we're glad that we were able to be so instrumental in this. What I'm gonna do is take a second and see what kind of questions we have here. Looks like for TwylaBeth: was there any pushback from employees on possible data charges from the company texting their personal cell phone? Yeah, we get that a lot. I'll let you answer it. And then I'll give you our outlook on it.

TwylaBeth Lambert  34:02    :   Well, we had actually done some preliminary, because we had wanted to adopt this before, we had done some preliminary asks about that. And our primary concern was initially, were those workers who didn't have any other options. They don't have a computer because they're standing at the manufacturing plant doing the manufacturing things. So how are they going to be? We don't know what kind of plans they have. It's not a company phone. So we had thought about that before. And one of our guys at the plant actually did an unofficial survey and found they didn't care. They're happy to use their data. So we didn't find that that was a big barrier. And in fact, most people had unlimited data already.

Patty Ruland  34:49   :   Right. And as far as from our perspective and what I hear from organizations that we work with, most people are happy to receive the information. If it's going to set their mind at ease, make their job easier, provide them easier access to resources, they're happy to use their phone, their data plan and so forth. And you know, in your situation where they didn't necessarily have access to VPN, being able to access this information is more important, and it's easier.

TwylaBeth Lambert  35:26   :   It was so easy. Those videos, in fact, pre pandemic, and now post pandemic, one of our perks I think of that is that I can have that video that normally I would have to sit at my desk and watch the executive talk to me for 15 minutes, which is taking me away from my day job, whatever I'm supposed to normally be doing, or my break that I'd really like to go to. But instead, baby, I'm watching a video, which means maybe I'm actually not watching the video. But if it's on your phone, set that bad boy up while you're on the peloton, set that bad boy up while you're on your drive, while you're putting your makeup on whatever it is that you do and you can let that play, or waiting in line. And you can have that playing. So that's great during pandemic, but it's also great post pandemic, that it puts that sort of thing in their hands when they have time to to spend on that, that shouldn't be engaged brain engaged somewhere else. 

Patty Ruland  36:35   :   Looks like we had another question, can they decide to opt out at any time? Some fall off. But yes, our platform allows a user to opt out. We also provide and I should say everything on our platform has some analytical component to it. We just turned something on on your account, I think or you know, if somebody clicks the link that's recorded, maybe a survey that's recorded, and goes into our reporting session section. Anybody who opts out, there's a report on that. So there is robust analytical work to the platform.

TwylaBeth Lambert  37:08   :   And we did,  with that was one of the customer support things that you guys really dug into. My phone actually got unsubscribed because I changed phones, it was at the worst time, but I had, you know, we have to replace your phone or whatever. And it was the worst time and I wasn't getting the messages. I was supposed to be verifying that they went out. And and you guys dug and dug to help me figure out what clearinghouse was keeping me from getting those. So anyway, customer support was great. Yes, you can opt out. If you change phones, you may get opted out without knowing. 

Patty Ruland  37:21   :   Or you have to re opt-in.

TwylaBeth Lambert  37:50   :   We've had some people say I'm not getting them anymore, and I was like "Did you ever text stop", and they say, Oh, yes, I did." You're gonna need to opt in again.

Patty Ruland  38:01   :   Somebody else mentioned, you mentioned QR codes, how to use them. So each of our pages as well as the main menu has its own pre assigned QR code. So you can post them in office break rooms. You can post it in a flyer, a pamphlet a sign. You can even email it in an email, and they can scan it with their phone to opt in. And then they can simply bookmark it to their phone. It creates a little icon that looks like just like a regular Facebook, Twitter and so forth. And they can just tap on that to access the resources and the content.

TwylaBeth Lambert  38:43    :   We haven't used those QR code very much, but one time that we did, and we'll probably do this more, we have TVs that have we use kind of like a scrolling billboard. And so you can have an ad up to tell people "Hey, this story's out there, it's really cool, you're gonna want to go read about this." But then they have to remember between listening it on the television at the elevator bay, and getting back to a desk, or when they finally log on to the internet that they wanted to read that story. Or we can give them a QR code right there on the TV screen that they can scan with their phone and read it while they're walking to their next meeting.

Patty Ruland  39:24   :   Exactly. Exactly. Well, I want to thank you for presenting with me today and sharing your story. Like I said, I I have been thrilled to work with you guys for the past few years. And I'm excited that we finally got you on one of our sessions. You know, our clients or our prospects that we chat with love to hear stories from our actual clients and different use cases. And you know, I think what we try to get across is despite the type of industry that you're in, I actually have a gal that I spoke with earlier today, she's with a trucking organization. Now trucking and Mary Kay cosmetics couldn't be further apart. But there's value in mobile technology for all types of organizations. So we love when we can have someone like yourself, share their story, their experiences, and so forth.

TwylaBeth Lambert  40:26   :   I was talking to some authors. It's my side hustle. We talked before the meeting about having a side hustle. My side hustle is that I edit books. So I know a lot of authors, and they're always looking for how do I, I should do a newsletter. I don't want to do a newsletter. I was like, don't do a newsletter, do this. Absolutely get it in people's phones. They don't want a newsletter.

Patty Ruland  40:48   :   Yeah, and again, it goes back to that people are not checking email. I mean, you know, I have a position where I have to check my company email, and I do that religiously, every, you know, six seconds or so. But my personal email, like maybe once a week, you know, there's not really much exciting in there or anything that I deem important. If it's something important, somebody is gonna text me. Well, anyway, again, I want to thank everybody who joined us today. I want to thank TwylaBeth for taking time out of her schedule to share her stories. If anybody would like to receive additional information about our platform, feel free to enter your name and email address in the chat window. We've also recorded this presentation. They'll edit it and do a transcript of the conversation. And that will probably be emailed out to you sometime tomorrow. So again, from myself, the team Engage by Cell. Thanks, Molly and Krista in the background. And TwylaBeth with Mary Kay, we appreciate you joining us today. You have a great afternoon.

TwylaBeth Lambert  42:04    :   Thanks, guys. 

Patty Ruland  42:05   :   Thanks, everyone. Bye

How Mobile Technology Bridged Mary Kay’s Global Communication Gap

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