Cover art for podcast PodCatalyst: The Official Podcast of IABC

PodCatalyst: The Official Podcast of IABC

84 EpisodesProduced by PodCatalystWebsite

PodCatalyst is the official podcast of the International Association of Business Communicators. Here, communicators from across the world tell their stories. Like, subscribe and follow PodCatalyst on your favorite podcast app. Produced by IABC Headquarters and hosted by IABC Executive Director Peter… read more


Establishing customer excellence principles to address staff morale, reduce complaints, and provide better service for vulnerable people...A Gold Quill Winning Case Study - Ep. 230

Welcome to the IABC International Podcast, on this episode Megan Osborne joins us to talk about how they won an IABC Gold Quill Award

NSW Trustee & Guardian is a state government agency that provides Will-making and deceased estate administration services and can also be appointed by a court or tribunal to act as a person’s financial manager and/or guardian if they lack the ability to make decisions for themselves because they have a disability.

As an organisation with a purpose statement ‘To protect, promote and support the rights, dignity, wishes and choices of our customers’ having a shared language and understanding of how to achieve this to a high standard was a missing piece of the puzzle.

Insights showed there was an opportunity to improve customer service. Customer satisfaction was either low or declining, complaints were on the rise and staff morale was down following an organisational restructure in 2016.

NSW Trustee & Guardian’s Communications & Engagement team worked to develop the Customer Excellence Principles Team Activities as a tool to turn this around and embed a culture of customer service excellence.

Read this excellent article in full with photos and metrics on the IABC New South Wales website.


Didn't make it to the IABC Virtual World Conference? You can still register to have access to all of the sessions for 12 months.


Share this free podcast with colleagues - they'll thank you for it. 

Music is from Joakim Karud ( and Ikson (

Produced and presented by Dan Gold

This is an IABC Production

--- Send in a voice message:
Educational emoji reaction


Interesting emoji reaction


Funny emoji reaction


Agree emoji reaction


Love emoji reaction


Wow emoji reaction


Are you the creator of this podcast?

Verify your account

and pick the featured episodes for your show.

Listen to PodCatalyst: The Official Podcast of IABC


A free podcast app for iPhone and Android

  • User-created playlists and collections
  • Download episodes while on WiFi to listen without using mobile data
  • Stream podcast episodes without waiting for a download
  • Queue episodes to create a personal continuous playlist
RadioPublic on iOS and Android
Or by RSS
RSS feed

Connect with listeners

Podcasters use the RadioPublic listener relationship platform to build lasting connections with fans

Yes, let's begin connecting
Browser window

Find new listeners

  • A dedicated website for your podcast
  • Web embed players designed to convert visitors to listeners in the RadioPublic apps for iPhone and Android
Clicking mouse cursor

Understand your audience

  • Capture listener activity with affinity scores
  • Measure your promotional campaigns and integrate with Google and Facebook analytics
Graph of increasing value

Engage your fanbase

  • Deliver timely Calls To Action, including email acquistion for your mailing list
  • Share exactly the right moment in an episode via text, email, and social media
Icon of cellphone with money

Make money

  • Tip and transfer funds directly to podcastsers
  • Earn money for qualified plays in the RadioPublic apps with Paid Listens