Chris Bell. Customer Experience Coach.

Size: px
Start display at page:

Download "Chris Bell. Customer Experience Coach. www.customerexperiences.co.nz"

Transcription

1 Chris Bell Customer Experience Coach

2 Developing Your Unique Customer Experience Introduction As more and more business leaders start to understand what a customer experience strategy is all about and more importantly the benefits it will deliver to their business, its now time to focus on how you actually go about developing and implementing a successful customer experience strategy. What we see most often is that organisations have made an attempt to develop only some of the steps and have become frustrated because they have not seen the results from their endeavours and in many cases give up. This is a short list of some of the challenges many businesses are having in today s marketplace. I would be surprised if you can t at least relate to one or two of these. Increased marketing cost, producing less results The days of just increasing your market spend to attract more business is still unfortunately the strategy for many organisations. We are trying to market to an increasingly marketing savvy customer who has been over promised and under delivered too many times before Difficulty attracting the right people to deliver your customer experience Business leaders understand the importance of having the right people to deliver their experience. The fact is that good people want to work with organizations that are both focused on them and their customers and the reality is that those businesses are not easy to find

3 High staff turnover, resulting in increased recruitment and training costs This challenge is also related to the one above. Once again not surprising that such a large number of people are looking for somewhere better to work. Surveys show that the number one reason for this is the relationship with the person they are directly responsible to. A decline in customer loyalty and customer referrals Research has shown that for sometime now customer loyalty and our reluctance to recommend a business to others is in decline. Pressure on margins due to an increased focus on price The great news is that we now have some good research that shows customers will pay more and show greater loyalty to businesses that deliver high quality experiences. Lack of creativity within business No surprise here. Business is seen as a left Brain logical activity. Right brain thinking is not encouraged.its no surprise that as customers we are bored with the current world of sameness. A culture that has difficultly focusing on your customer We find that most businesses are more operationally focus than customer focused regardless of the rhetoric. Facing increased competition In many cases from non-traditional sources. This is making it even more important that business embrace and develop one of the few uniqueness s still available, the experience you consistently deliver to your customers. A lack of sustainable competitive advantage These days if you have a competitive advantage one that s growing your market share, you can be sure that your competitors will be about to copy it, returning the status quo to the world of sameness. A need to cut costs As margins come under increasing pressure more businesses focus on ways to cut costs in many cases at the expense of their customer experience. The Three Must Haves- If there is one reason organisations shy away from implementing a customer experience strategy, it would be because its people reliant and despite rapid advances in technology and the influence this will have on processes, systems and future customer buying behaviour, this reliance is not going to change anytime soon

4 1) Leadership that is committed long-term to providing the vision, motivation, resources and recognition. 2) A culture that is totally focused on your team, your customers and is continually seeking ways to improve the experience for both parties 3) The right people in the right seats with all they need to deliver their magic Leadership Culture MUST HAVES Right People - 4 -

5 The Seven Sequential Customer Experience Development Steps 1. Leader lead commitment Create a team and customer focused business culture 2. Customer Driven Vision Clear vision in place Continually communicated to the team Inspired, motivated and empowered organisation 3. Customer Experience Defined Customer experience defined Physical exchanges and emotional experiences conveyed 4. Customer Touch points Customer contacts identified Manage impressions created Understand the customer s perspective 5. Measurable Service Standards Agreed Define what you will deliver at each touch point Consistency is the key Skill development opportunities 6. Measuring your customer experience performance What is measured gets done Measure the contribution your customer experience strategy makes to your financial performance 7. Continuous Improvement Plan Exceed customers expectations Encourage creative ideas Reward team performance - 5 -

6 Step One Commitment I frequently get a chuckle when I launch into this step, mainly because most people would see it as a no brainer. They clearly see that without total commitment within an organisation no strategy will enjoy total success. However it continues to amaze me how many business leaders give things a go with very little commitment. There is very much a short term give it a go and see what happens attitude out there that is having a negative effect within many organisations. People in these organisations view any initiative that comes from the leadership with comments like let s see how long this lasts or here we go with another flavour of the month idea. When this attitude exists within an organisation, gaining long-term commitment becomes increasingly difficult. Leadership From leadership comes the culture of an organisation. In many cases we can determine the quality and style of an organisation s leadership and the resulting culture by the experience and service we receive at the front counter. Leadership Culture The right people The Right Culture a) Outside- in Culture- A total focus on the team and customers Impact on the Customer Experience: The customer sees a very customer focused organisation The customer receives a consistently high quality customer experience Customers are encouraged to give feedback The customer experience continually improves Customer loyalty and word of mouth increase To a large degree an organisation s culture determines employee engagement, customer focused systems and processes, loyalty and many of the other vital elements that make up a customer experience strategy

7 Key Priority Your people are number ONE Your customers are number TWO You will never deliver a consistently high quality customer experience unless your people are having the same. It s your people that will be the difference between the customer experience you are delivering and that of your competitors. If that difference is going to determine where a customer does business next time they need your products or services, then your priority must be your people. If your people see that they are your priority, they will ensure that your customers are their priority. 67 percent of New Zealand employees go to work everyday disengaged according to research undertaken by Auckland based workplace research company JRA. This is the prime reason New Zealand s productivity rating is near the bottom of the OECD. Employee disengagement is also the number one reason you and I as customers have very few high quality experiences that encourage us to recommend a business. The Customer Experience Formula Involvement = Engagement Productivity = Growth Engagement = Commitment Loyalty = Productivity Commitment = Loyalty Involvement = Engagement The more involved your people are in the development and delivery of your Customer Experience the more engaged they will be in the role they play in that experience

8 Engagement = Commitment The more engaged your people are in delivering the very best experiences to your customers the greater their commitment to the on-going development of that experience. Commitment = Loyalty The commitment of your team drives customer loyalty. Real customer loyalty is about building strong relationships. Trying to do it with gimmicks doesn t work. Loyalty = Productivity A loyal team does things more effectively and efficiently without compromising the quality of the customer experience. Increased Productivity = Growth/Profitability/Cost reductions. Step Two Aligning Your Vision With The Customer Experience In our experience there are two scenarios here. 1) An organisation does not have a vision and the people within the organisation have little idea where the organisation is going or wants to go. 2) An organisation has a vision but very few know what it is. The vision is just a need to have rather than an inspirational statement defining what the organisation wants to be. A vision is a company s purpose -it s what a company aspires to be. It s difficult to motivate and excite your people if they are just turning up to work to complete yet another day. We are much more motivated if we are part of an organisation that clearly knows where it wants to be and we understand the part we will play in helping to get there. A customer experience strategy plays a vital role in moving an organisation towards its vision. Step Three -Customer Experience Statement What is it? A customer experience statement defines the experience an organisation commits to consistently deliver to its customers. It s very common for us to ask several different people in an organisation to define the experience they deliver to their customers and get several different versions. This is one of the reasons customers are receiving inconsistent experiences, It is this inconsistency that impacts a businesses ability to grow customer loyalty and enjoy the rewards of customer recommendations. A customer experience statement puts everyone on the same page. How is it used: Everyone in the organisation has a copy of the customer experience statement. It is referred to when discussing anything to do with your customer experience and contemplating any changes to your current customer experience

9 The Development Process: The best way to develop your customer experience statement is to start at the end and work back. Start by thinking how you would like your customers to feel once they have had your customer experience. Capture key words that describe feelings, emotion and start to put those into a statement. Step Four -Touch Points A touch point, sometimes referred to as a moment of truth, is any point where a customer comes into contact with an organisation and as a result forms an opinion of that organisation. As you can imagine there are many possible touch points, some more important from a customers perspective than others. The key is to start putting a list together that will prioritise touch points from the customers perspective and then categorise each touch point into one of three areas - people, systems and processes or equipment Some touch points will end up in more that one category. For example the telephone is still the most important communication tool for many organisations. As a category the telephone fits into two. People and their telephone skills and equipment as in having the right telephone system to maximise the effectiveness of this important touch point. Step Five Service Standards We have spoken about the importance of consistency in terms of building customer loyalty. Service standards are the way we ensure consistency across all touch points. Starting from the top of your touch point list and using our 8 stage service standard development system and your customer experience statement as your guide write a measurable service standard for each touch point. Step 6 Measurement When introducing a new strategy based on a defined customer experience, it s important that we know how we are performing against the standards. It some cases fine tuning maybe required. What looks and sounds great in a meeting may not turn out as good in reality. Everyone must understand that this strategy development is an ongoing process of measurement, adjustment and further improvement as we continually look for ways to do even better. Step 7 Ongoing Customer Experience Developments - 9 -

10 A mistake that many organisations make once they have reached step six and have started to measure their customer experience performance, is they think that the development process is complete and all they need to do going forward is to maintain a consistent delivery of their customer experience. Recent history has shown that those organisations that stopped at step six only maintained their competitive advantage for a short time before their competitors started to lift their customer experience performance levels. If we take a look back before the customer experience concept was introduced, the focus was on customer service as a point of difference and a competitive advantage. But what happened? One business witnessed another gaining market share due to the quality of its customer service and everyone began to focus on the quality of their customer service. The result was the quality of customer service improved to the point where there was very little difference between competitors. Welcome to the World of Sameness We call this the world of sameness and this is exactly the situation we have now, very little difference between the quality of one customer experience over another, resulting in a focus on price as the only competitive advantage business can think of with the inevitable impact on margins. The Generator Programme The way we have addressed this is with a programme we call The Generator The Generator is designed to capitalise on ALL the creativity within an organisation. It s well known that customers will normally tell you what you are not doing right or as well as a competitor but they will not tell you what you should be doing in the future and rightly so, it s not their job it s yours. We believe that business creativity and the ability for businesses to encourage and capture ideas from within their organisations is one of the areas that is lacking in most businesses. We have become a community of copiers and followers rather than leaders. The Reward Let s be clear the development of a customer experience strategy is not just about being nice to your customers. It is about the long-term growth and profitability of your business as a direct result of the quality of your employee and customer experience. The rewards from the efforts that you commit to this strategy are many and you can rest assured they all will in some way reflect the health of your balance sheet. To follow are some of these key benefits

11 A sustainable competitive advantage: Today we compete in a highly commoditised world where there are few sustainable competitive advantages. Employee and customer loyalty: Both are on the decline however we are all aware of the importance of both. The ability to attract the right people: One of the challenges we hear employers talk about is the difficulty they have in finding the right people Capitalising on all your creativity: There is no doubt that creativity will be a key competitive advantage in the future. Increased revenue and profitability: Organisations with a total customer focus are continually coming up with ways to add value other that reducing margin Conclusion The strategic approach to the development of a high quality customer experience is one of the few options an organisation has in an increasingly competitive, technology driven economy. The key elements to this approach are strategic and long-term - two elements that are missing from many SMEs today. As customers we are all too aware of quality of the customer experiences currently being delivered. As customers we are also very aware of just how many options we now have if a business is not meeting our expectations. On the other hand we as customers do have a desire to belong and when we do find an organisation that consistently delivers a high quality experience and does take the time to build a relationship that focuses on us as an individuals, we very quickly not only return that effort with our loyalty but also our ability to recommend to others. Business is only starting to understand how powerful customer recommendation is and will continue to be in the future. I know your customers will appreciate your efforts to enhance your customer experience development and will reward you with their loyalty and powerful recommendations. Copyright Chris Bell. All Rights Reserved

Chris Bell Customer Experience Coach

Chris Bell Customer Experience Coach Chris Bell Customer Experience Coach Index Introduction The 3 Must Haves 7 Customer Experience Development Steps Step one - Commitment Leadership Different Cultures The Customer Experience Formula Step

More information

Average producers can easily increase their production in a larger office with more market share.

Average producers can easily increase their production in a larger office with more market share. The 10 Keys to Successfully Recruiting Experienced Agents by Judy LaDeur Understand whom you are hiring. Don t make the mistake of only wanting the best agents or those from offices above you in market

More information

Developing an Organisational Vision

Developing an Organisational Vision Ralph Lewis Associates 1 Developing an Organisational Vision Why do you exist as an organisation? Who do you serve? Where is the passion? What is the dream, Where is the fire, What is the spirit? www.ralphlewis.co.uk

More information

On Customer Experience

On Customer Experience On Customer Experience Benefits. Best Practices. Truth. Storyminers, Inc. All rights Reserved. 770.425.9830 mike@mikewittenstein.com On Customer Experience There s certainly nothing new about focusing

More information

Investors in People First Assessment Report

Investors in People First Assessment Report Investors in People First Assessment Report K.H.Construction Cambridge Assessor: Lesley E Ling On-site Date/s: 3 rd September 2008. Recognition Date: Contents 1. Introduction Page 2 2. Assessment and Client

More information

August 2015 Client Newsletter

August 2015 Client Newsletter August 2015 Client Newsletter Dear Judi, Satisfying a customer is no longer enough. You must be able to do something unique that makes customers loyal to you. This not only includes customer satisfaction

More information

Why Your Business Needs a Website: Ten Reasons. Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com

Why Your Business Needs a Website: Ten Reasons. Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com Why Your Business Needs a Website: Ten Reasons Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com Reason 1: Does Your Competition Have a Website? As the owner of a small business, you understand

More information

Masterclass Series. Sales Training Courses

Masterclass Series. Sales Training Courses Masterclass Series of Sales Training Courses Testimonials I always enjoy how I feel after a durhamlane workshop empowered and motivated to attack my sales objectives. Cost effective and very good value

More information

SUNOVA CREDIT UNION BRAND STRATEGY

SUNOVA CREDIT UNION BRAND STRATEGY SUNOVA CREDIT UNION BRAND STRATEGY A collaboration by Sunova employees and members Collated by the Sunova Marketing Department Introduction What is a brand? Our brand is our promise to our members and

More information

The Missing Link: Driving Business Results Through Pay-for-Performance. For Small & Midsized Businesses. Copyright 2007 SuccessFactors, Inc.

The Missing Link: Driving Business Results Through Pay-for-Performance. For Small & Midsized Businesses. Copyright 2007 SuccessFactors, Inc. The Missing Link: Driving Business Results Through Pay-for-Performance. For Small & Midsized Businesses Copyright 2007 SuccessFactors, Inc. I. Introduction More successful small and mid-sized companies

More information

Leadership and Management Competencies

Leadership and Management Competencies Leadership and Management Competencies 0 The Saskatchewan Public Service Vision: The Best Public Service in Canada Our Commitment to Excellence Dedicated to service excellence, we demonstrate innovation,

More information

Leadership Practices Questionnaire Self Assessment

Leadership Practices Questionnaire Self Assessment Leadership Practices Questionnaire Self Assessment In this survey there are thirty statements about the things that leaders do. The statements all describe behaviours or activities. Please read each statement

More information

Contact Centre Gamification It s time to level up!

Contact Centre Gamification It s time to level up! Contact Centre Gamification It s time to level up! How gamification can help you to boost morale, increase efficiency and enhance the customer experience Contact Centre Guides A series of industry reports

More information

Getting a Seat at the Table: New Perspectives for HR

Getting a Seat at the Table: New Perspectives for HR Getting a Seat at the Table: New Perspectives for HR If HR wants to get a seat at the table, then many of those working in HR will need to change their perspectives about their profession. By Gary Lear

More information

ScottishPower Competency Based Recruitment Competency Guidelines External Candidate. pp077682 ScottishPower [Pick the date]

ScottishPower Competency Based Recruitment Competency Guidelines External Candidate. pp077682 ScottishPower [Pick the date] ScottishPower Competency Based Recruitment Competency Guidelines External Candidate pp077682 ScottishPower [Pick the date] Aims and Objectives This document will give you an overview of the selection process

More information

Five Mistakes People Make Reading Body Language And Five Nonverbal Signals That Send Positive Messages

Five Mistakes People Make Reading Body Language And Five Nonverbal Signals That Send Positive Messages Five Mistakes People Make Reading Body Language And Five Nonverbal Signals That Send Positive Messages This is one of a series of occasional papers by The Dilenschneider Group to bring clients and friends

More information

Investors in People Assessment Report. Presented by Alli Gibbons Investors in People Specialist On behalf of Inspiring Business Performance Limited

Investors in People Assessment Report. Presented by Alli Gibbons Investors in People Specialist On behalf of Inspiring Business Performance Limited Investors in People Assessment Report for Bradstow School Presented by Alli Gibbons Investors in People Specialist On behalf of Inspiring Business Performance Limited 30 August 2013 Project Reference Number

More information

How is the Net Promoter score calculated?

How is the Net Promoter score calculated? How is the Net Promoter score calculated? Net Promoter is based on the question How likely would you be to recommend THIS hotel to someone else, if they were to require a hotel in this area in the future?.

More information

STEP 5: Giving Feedback

STEP 5: Giving Feedback STEP 5: Giving Feedback Introduction You are now aware of the responsibilities of workplace mentoring, the six step approach to teaching skills, the importance of identifying the point of the lesson, and

More information

1. Dream, Mission, Vision and Values

1. Dream, Mission, Vision and Values 1. Dream, Mission, Vision and Values This document constitutes Chapter 1 of the Fundamental Texts of CGI Group Inc. It begins with the mission statement of the company and is followed by the vision, the

More information

When you hear the word engagement, you

When you hear the word engagement, you EXECUTIVE FORUM EMPLOYEE ENGAGEMENT: BEYOND THE FAD AND INTO THE EXECUTIVE SUITE Theresa M. Welbourne When you hear the word engagement, you might think of long-term commitment, marriage, diamonds, family,

More information

USEFUL TERMS Crowdfunding getfunding.com.au Rewards Keep It All Campaigns All or Nothing Campaigns

USEFUL TERMS Crowdfunding getfunding.com.au Rewards Keep It All Campaigns All or Nothing Campaigns This guide is based on years of experience assisting people to raise funding and attract funding opportunities to projects. We have assisted individuals, small and medium size businesses, inventors, and

More information

Key Account Management

Key Account Management Key Account Management Brent Warren What is KAM? the art of developing long-term relationships with selected customers The Financial Times. KAM is an art not a formula. It is a process of development,

More information

Powerful ways to have an impact on employee engagement

Powerful ways to have an impact on employee engagement Powerful ways to have an impact on employee engagement Powerful ways to have an impact on employee engagement An engaged workforce is a critical component to your company s success. When employees are

More information

Job Grade: Band 5. Job Reference Number:

Job Grade: Band 5. Job Reference Number: Job Title: Business Analyst Job Grade: Band 5 Directorate: Job Reference Number: People and Transformation P01216 The Role: This is a challenging role working with and across all services to support the

More information

Top 30 Employee Engagement Strategies for Modern Leaders. A guide from Investors in People

Top 30 Employee Engagement Strategies for Modern Leaders. A guide from Investors in People Top 30 Employee Engagement A guide from Investors in People It s not the plans, products or capital resources that make an organisation great. It s the people. We believe organisations succeed by unlocking

More information

GENDER DIVERSITY STRATEGY

GENDER DIVERSITY STRATEGY GENDER DIVERSITY STRATEGY Purpose TMB s Gender Diversity Strategy acknowledges the value of a gender diverse workforce and details our commitment to ensuring that all workplace policies support and enable

More information

Motivation: Igniting Exceptional Performance

Motivation: Igniting Exceptional Performance Motivation: Igniting Exceptional Performance T raining Leader s Guide Coastal Training Technologies Corp. 500 Studio Drive Virginia Beach, VA 23452 Table of Contents Motivation: Igniting Exceptional Performance

More information

Delivering Accredited Coach Training for Over 15 Years, Globally

Delivering Accredited Coach Training for Over 15 Years, Globally Delivering Accredited Coach Training for Over 15 Years, Globally Where it all began International Coach Academy (ICA) was created in the year 2000 with a vision to create a vibrant global community of

More information

Client Loyalty for Accounting Firms

Client Loyalty for Accounting Firms Client Loyalty for Accounting Firms Five Growth Opportunities You Might Be Missing CLIENT LOYALTY FOR ACCOUNTING FIRMS 5 Growth Opportunities You Might Be Missing. How do you plan to drive growth to your

More information

Table of Contents. Foreword 3. Introduction 5. What s the strategy? 7. The vision 7. The strategy 7. The goals 7. The priorities 8

Table of Contents. Foreword 3. Introduction 5. What s the strategy? 7. The vision 7. The strategy 7. The goals 7. The priorities 8 Table of Contents Message from Minister Sorenson 2 Foreword 3 National Strategy for Financial Literacy Count me in, Canada 5 Introduction 5 What s the strategy? 7 The vision 7 The strategy 7 The goals

More information

In search of sustainability

In search of sustainability In search of sustainability John McFarlane Chief Executive Officer Australia and New Zealand Banking Group Limited Speech to Trans Tasman Business Circle Wellington Introduction It s a great pleasure to

More information

Customer Experiences - The Key Messages

Customer Experiences - The Key Messages Customer Experiences - The Key Messages 1 - Traditional Differentiators are no longer working One question to always ask is "what are your key points of difference". Most struggle with this question, some

More information

Leadership, Attitude, Performance...making learning pay! Go Beyond the Sale. Customer Service in Selling. More than a department

Leadership, Attitude, Performance...making learning pay! Go Beyond the Sale. Customer Service in Selling. More than a department AP Selling LAP 130 Performance Indicator: SE:076 Go Beyond the Sale Leadership, Attitude, Performance...making learning pay! Customer Service in Selling Crush the competition More than a department Can

More information

Wiltshire Council s Behaviours framework

Wiltshire Council s Behaviours framework Wiltshire Council s Behaviours framework It s about how we work Trust and respect Simplicity Responsibility Leadership Working together Excellence Why do we need a behaviours framework? Wiltshire Council

More information

INVESTORS IN PEOPLE REVIEW REPORT

INVESTORS IN PEOPLE REVIEW REPORT INVESTORS IN PEOPLE REVIEW REPORT Kenard Engineering (Dartford) Company Ltd Presented by Samantha Kitney Assessor - Investors in People On behalf of Inspiring Business Performance Limited 17 th February

More information

The Engineers Canada Leader

The Engineers Canada Leader The Engineers Canada Leader Executive Summary Engineers Canada exists to provide national support and leadership on behalf of engineering regulators to promote and maintain the interests, honour, and integrity

More information

[ know me ] A Strategic Approach to Customer Engagement Optimisation

[ know me ] A Strategic Approach to Customer Engagement Optimisation [ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

The greatness gap: The state of employee disengagement. Achievers 2015 North American workforce survey results

The greatness gap: The state of employee disengagement. Achievers 2015 North American workforce survey results The greatness gap: The state of employee disengagement Achievers 2015 North American workforce survey results Greatness doesn t happen by chance it s the accumulation of daily successes. True greatness

More information

Optimizing Rewards and Employee Engagement

Optimizing Rewards and Employee Engagement Optimizing Rewards and Employee Engagement Improving employee motivation and engagement, and identifying the right total rewards strategy to influence workforce effectiveness. Kevin Aselstine, Towers Perrin

More information

How B2B Customer Self-Service Impacts the Customer and Your Bottom Line. zedsuite

How B2B Customer Self-Service Impacts the Customer and Your Bottom Line. zedsuite How B2B Customer Self-Service Impacts the Customer and Your Bottom Line Introduction For small to mid-sized businesses trying to grow and compete with their larger counterparts, having close relationships

More information

EXERCISE 1: HR System Implementation

EXERCISE 1: HR System Implementation EXERCISE 1: HR System Implementation You have been asked to step in and lead a new HR system implementation project eight months prior to its launch date. The project previously had no Project Manager

More information

Sales Training Programme. Module 7. Objection handling workbook

Sales Training Programme. Module 7. Objection handling workbook Sales Training Programme. Module 7. Objection handling workbook Workbook 7. Objection handling Introduction This workbook is designed to be used along with the podcast on objection handling. It is a self

More information

Do you wish you could attract plenty of clients, so you never have to sell again?

Do you wish you could attract plenty of clients, so you never have to sell again? The 9 Secrets to Signing up Clients Without Selling Do you wish you could attract plenty of clients, so you never have to sell again? Imagine having an endless supply of great clients who approach you

More information

Steps to Improve Customer Satisfaction Through Branch Banking

Steps to Improve Customer Satisfaction Through Branch Banking Universal Banking Solution System Integration Consulting Business Process Outsourcing Channel innovation has had an immeasurable impact on banking. Starting with the advent of the ATM, followed by phone,

More information

PROPOSAL TO DEVELOP AN EMPLOYEE ENGAGEMENT PROGRAMME

PROPOSAL TO DEVELOP AN EMPLOYEE ENGAGEMENT PROGRAMME PROPOSAL TO DEVELOP AN EMPLOYEE ENGAGEMENT PROGRAMME DEFINITIONS OF ENGAGEMENT The concept of employee engagement has received growing interest recently, with a range of research into what engagement is

More information

7 Ways To Explode Your Profits as a Tint Professional and Change your Life Forever!

7 Ways To Explode Your Profits as a Tint Professional and Change your Life Forever! WINDOW FILM CUTTING SYSTEM 7 Ways To Explode Your Profits as a Tint Professional and Change your Life Forever! 2012 Tint Tek The automobile window tinting industry is a highly profitable trade and, for

More information

SALES & SALES MANAGEMENT TRAINING

SALES & SALES MANAGEMENT TRAINING SALES & SALES MANAGEMENT TRAINING Sales are the key to setting up and running a successful business. However, it is not sufficient just to have a passion for your particular product or service. You will

More information

CRITICAL CAPABILITIES FOR BACK OFFICE OPERATIONAL EFFICIENCY

CRITICAL CAPABILITIES FOR BACK OFFICE OPERATIONAL EFFICIENCY CRITICAL CAPABILITIES FOR BACK OFFICE OPERATIONAL EFFICIENCY There are several challenges inherent to back office environments that must be overcome in order to achieve true operational efficiency. This

More information

Chesterfield Borough Council. Internal Communications Strategy. April 2014 - April 2017.

Chesterfield Borough Council. Internal Communications Strategy. April 2014 - April 2017. Appendix 1 Chesterfield Borough Council Internal Communications Strategy April 2014 - April 2017. Section 1: Introduction 1.1 Chesterfield Borough Council s single biggest asset is its employees. 1.2 It

More information

REPORT OF THE SERVICE DIRECTOR CUSTOM ERS AND HUMAN RESOURCES WORK BASED COACHING IN NOTTINGHAMSHIRE COUNTY COUNCIL

REPORT OF THE SERVICE DIRECTOR CUSTOM ERS AND HUMAN RESOURCES WORK BASED COACHING IN NOTTINGHAMSHIRE COUNTY COUNCIL Report to Personnel Committee REPORT OF THE SERVICE DIRECTOR CUSTOM ERS AND HUMAN RESOURCES 20th January 2016 WORK BASED COACHING IN NOTTINGHAMSHIRE COUNTY COUNCIL Agenda Item: 4 Purpose of the Report

More information

An Overview of Employee Engagement

An Overview of Employee Engagement An Overview of Employee Engagement Many organisations want to improve their employee engagement levels. Why is this so important, and what impact does an organisation s ability to engage its employees

More information

A primer in Entrepreneurship. Chapter 4: Writing a Business Plan

A primer in Entrepreneurship. Chapter 4: Writing a Business Plan Chapter 4 Writing a Business Plan Prof. Dr. Institute for Strategy and Business Economics Chapter 4: Writing a Business Plan Table of Contents I. The Business Plan I Presenting the Business Plan to Investors

More information

100 Ways To Improve Your Sales Success. Some Great Tips To Boost Your Sales

100 Ways To Improve Your Sales Success. Some Great Tips To Boost Your Sales 100 Ways To Improve Your Sales Success Some Great Tips To Boost Your Sales 100 Ways To Improve Your Sales Success By Sean Mcpheat, Managing Director Of The Sales Training Consultancy What makes a successful

More information

Job description Customer Care Team Leader (Engagement)

Job description Customer Care Team Leader (Engagement) Job description Customer Care Team Leader (Engagement) Main purpose of job The Customer Care Team Leader will manage the day to day running of the internal Customer Care engagement team, ensuring it provides

More information

We believe organisations succeed by realising the potential of their people. Because good people make a great business.

We believe organisations succeed by realising the potential of their people. Because good people make a great business. We believe organisations succeed by realising the potential of their people. Because good people make a great business. Our unique approach The Investors in People Framework underpins our assessment methodology.

More information

Emotional Intelligence Self Assessment

Emotional Intelligence Self Assessment Emotional Intelligence Self Assessment Emotional Intelligence When people in the workplace do not act with Emotional Intelligence (EQ) the costs can be great: low morale, bitter conflict and stress all

More information

FORM Wealth an Independent Firm BY TYSON RAY CFP

FORM Wealth an Independent Firm BY TYSON RAY CFP FORM WEALTH, LLC - AN INDEPENDENT FIRM WINTER 2014 FORM Wealth an Independent Firm BY TYSON RAY CFP We have created FORM Wealth, an independent firm, to service our family of clients. Our Advisors at FORM

More information

Leadership and Management in the Early Years

Leadership and Management in the Early Years Books Leadership and Management in the Early Years A practical guide to building confident leadership skills by Jane Cook Contents Effective leadership makes a difference 2 Introducing the early years

More information

Chapter 3: Managing Conflict with Your Boss

Chapter 3: Managing Conflict with Your Boss Chapter 3: Managing Conflict with Your Boss Overview The special case of conflict between a direct report and a boss presents unique challenges. As a manager with responsibilities up and down the organizational

More information

Tool 3 What makes a job satisfying for you?

Tool 3 What makes a job satisfying for you? Tool 3 What makes a job satisfying for you? Instructions This tool will help you select factors that make a job satisfying for you. Read each listed factor and select your top 10 items. You can prioritise

More information

Leadership Guide. DALE CARNEGIE DIGITAL Presents. Manage Change Effectively

Leadership Guide. DALE CARNEGIE DIGITAL Presents. Manage Change Effectively Leadership Guide DALE CARNEGIE DIGITAL Presents Manage Change Effectively Introduction MANAGE CHANGE EFFECTIVELY Organizations today operate in an environment of rapid, continuous change. Changes engage

More information

B2B Customer Satisfaction Research

B2B Customer Satisfaction Research Circle Research White Paper B2B Customer Satisfaction B2B Customer Satisfaction Research IN SUMMARY This paper on B2B customer satisfaction research: Identifies why customer satisfaction matters Provides

More information

Page 1 CoachVille LLC Share Freely With Attribution www.coachville.com

Page 1 CoachVille LLC Share Freely With Attribution www.coachville.com Page 1 CoachVille LLC Share Freely With Attribution www.coachville.com Page 2 CoachVille LLC Share Freely With Attribution www.coachville.com The Purpose Use the Coach Approach Business Model to build

More information

Terex Leadership Competency Model

Terex Leadership Competency Model Terex Leadership Competency Model INDIVIDUAL CONTRIBUTOR MANAGER EECUTIVE Creating and Creativity Innovation Business Acumen Strategic Agility Global Business Knowledge Making it Happen Time Action Oriented

More information

Rising Above the Rest: Employee Performance Management Creates Lasting Market Differentiation. A Performix Technologies White Paper

Rising Above the Rest: Employee Performance Management Creates Lasting Market Differentiation. A Performix Technologies White Paper Rising Above the Rest: Employee Performance Management Creates Lasting Market Differentiation A Performix Technologies White Paper Copyright Performix Technologies April/2006 Achieving Service Excellence

More information

HOW OUTSOURCING CAN WORK FOR YOUR BUSINESS

HOW OUTSOURCING CAN WORK FOR YOUR BUSINESS HOW OUTSOURCING CAN WORK FOR YOUR BUSINESS WITH THE RIGHT OUTSOURCE PARTNER, OUTSOURCING CAN GROW YOUR COMPANY IN KEY AREAS. IT IS AN OPPORTUNITY TO CAPITALISE ON YOUR STRENGTHS AND TO FIND WAYS TO WORK

More information

OUR VALUES & COMPETENCY FRAMEWORK

OUR VALUES & COMPETENCY FRAMEWORK OUR VALUES & COMPETENCY FRAMEWORK Introduction Below you will find the PPF s values and details of our key generic competencies and competency levels. You ll find details of the competency levels required

More information

The Time for Employee Recognition and Rewards Programs Is Now

The Time for Employee Recognition and Rewards Programs Is Now The Time for Employee Programs Is Now Thesis: Employee Programs Can Generate Significant Revenue and Profits Introduction In today s economy, many companies are dealing with a workforce that has been or

More information

What is social change? What is social justice? What is social service?

What is social change? What is social justice? What is social service? What is social change? Social change builds community-based responses that address underlying social problems on an individual, institutional, community, national and/or international level. Social change

More information

Right: People Roles Recognition - Culture

Right: People Roles Recognition - Culture Our HR Strategy sion Vi Our ambitious new strategy requires a workforce which can demonstrate speed and agility; to achieve this we need to recruit, develop and retain people with the right skills, knowledge

More information

The Transpersonal (Spiritual) Journey Towards Leadership Excellence Using 8ICOL

The Transpersonal (Spiritual) Journey Towards Leadership Excellence Using 8ICOL The Transpersonal (Spiritual) Journey Towards Leadership Excellence Using 8ICOL Travelling from Ego Based Leadership to Transpersonal Leadership where the focus is beyond the ego to the needs of ALL the

More information

InItIatIves for IndustrIal Customers employee energy awareness PlannInG GuIde

InItIatIves for IndustrIal Customers employee energy awareness PlannInG GuIde Initiatives for Industrial Customers EMPLOYEE ENERGY AWARENESS PLANNING GUIDE 2 STEPS TO SUCCESS The following six steps can help you build your own Power Smart Employee Energy Awareness program. These

More information

What is Customer Experience Management?

What is Customer Experience Management? STRATEGIC ACCELERATION SERVICES What is Customer Experience Management? By Donnovan D. Simon This is an extract from the book Social Media Equals Social Customer (iuniverse, 2013). The chapter examines

More information

The Social Media Handbook Best Practice Guide

The Social Media Handbook Best Practice Guide The Social Media Handbook Best Practice Guide Introduction Twitter VS Facebook VS TripAdvisor Which One? 1 2 Look & Feel 4 Social Media Posts When to Post Facebook Insights General Guidelines Gaining Followers

More information

Then a web designer adds their own suggestions of how to fit the brand to the website.

Then a web designer adds their own suggestions of how to fit the brand to the website. Branding Small to Medium-Sized Businesses For small businesses, the idea of branding can start with a desire to present a uniform image to the world. The challenge comes when the brand is created without

More information

Creating the climate to get the most from your team

Creating the climate to get the most from your team Creating the climate to get the most from your team Helping leaders to create high-performing organisations NOVEMBER 2011 SHARON CRABTREE MICHAEL DODDS About Hay Group Our objectives today Look at what

More information

Develop and implement marketing plans for your area of responsibility

Develop and implement marketing plans for your area of responsibility Overview What this Unit is about This Unit is about developing and implementing marketing plans for your area of. This Unit describes the classic model of marketing planning, implementation and control,

More information

Managing Your Career Tips and Tools for Self-Reflection

Managing Your Career Tips and Tools for Self-Reflection Managing Your Career Tips and Tools for Self-Reflection Your career may well be the primary vehicle for satisfying many of your personal needs, i.e. your need to feel a sense of belonging, to feel appreciated

More information

The Business Value of Meetings: Test Your Knowledge Jack J. Phillips PhD Chairman, ROI Institute, Inc.

The Business Value of Meetings: Test Your Knowledge Jack J. Phillips PhD Chairman, ROI Institute, Inc. The Business Value of Meetings: Test Your Knowledge Jack J. Phillips PhD Chairman, ROI Institute, Inc. The Issue The recession has brought radical changes to the meetings and events industry. With the

More information

Professional Telesales Skills

Professional Telesales Skills Professional Telesales Skills This course is designed to improve the skills, techniques and confidence of those working in Telesales and Telemarketing. The type of individual who thrives in this type of

More information

What are your first thoughts when faced with a new change

What are your first thoughts when faced with a new change What are your first thoughts when faced with a new change What is change? The concept of change management describes a structured approach to transitions in individual, teams, organization, and societies,that

More information

Consultants To Nonprofits

Consultants To Nonprofits CUSTOMER DELIGHT TIPS & THINGS TO PONDER CUSTOMER DELIGHT TIPS & THINGS TO PONDER JOHN PAUL PARTNER Consultants To Nonprofits 2002, Association Works P.O. Box 741325 Dallas, Texas 75374 http://www.associationworks.com

More information

Join the Teaching Leaders Primary coaching team

Join the Teaching Leaders Primary coaching team Join the Teaching Leaders Primary coaching team Teaching Leaders and TL Primary programme overview Teaching Leaders is an education charity, specifically focused on developing outstanding middle leaders.

More information

The Gjensidige Academy. The what, why and how

The Gjensidige Academy. The what, why and how The Gjensidige Academy. The what, why and how Mårten Skjøstad, Head of HR Gjensidige Insurance Estonian Human Resources Management Conference 2011 8th of April in Tartu Hidden picture - The Gjensidige

More information

Skanska Group Diversity and Inclusion Vision 2020 Q&A

Skanska Group Diversity and Inclusion Vision 2020 Q&A Skanska Group Diversity and Inclusion Vision 2020 Q&A Skanska Group Diversity and Inclusion Vision 2020 Q&A Front cover New Karolinska Solna (NKS) the university hospital of the future is the largest contract

More information

Recruiting to the Rescue The 10 Steps to Build a Recruiting Machine. Guidebook. The Harvest Group HarvestWayAcademy.com

Recruiting to the Rescue The 10 Steps to Build a Recruiting Machine. Guidebook. The Harvest Group HarvestWayAcademy.com Recruiting to the Rescue The 10 Steps to Build a Recruiting Machine Guidebook The ability of an organization to find, attract. get on board and keep the right people is the most important skill an organization

More information

Smart marketing for small businesses»

Smart marketing for small businesses» Smart marketing for small businesses» 2 Contents» Welcome 04 05 Small businesses: thriving in 2016 06 07 Building relationships with existing customers 08 09 Acquiring new customers 10 11 Using multichannel

More information

7 DRIVERS FOR BUILDING EMPLOYEE ENGAGEMENT: FROM HIRE TO RETIRE

7 DRIVERS FOR BUILDING EMPLOYEE ENGAGEMENT: FROM HIRE TO RETIRE 7 DRIVERS FOR BUILDING EMPLOYEE ENGAGEMENT: FROM HIRE TO RETIRE Insights from Ceridian s 4th Annual Pulse of Talent Survey EXECUTIVE SUMMARY The insights provided by more than 800 working Canadians show

More information

Performance management the key to ensuring effective staff

Performance management the key to ensuring effective staff Performance management the key to ensuring effective staff How do you get the best out of your staff? What factors are key in people achieving what they need to achieve -- being effective in their role?

More information

Planning Services. Customer focus strategy 2011. westlothian.gov.uk

Planning Services. Customer focus strategy 2011. westlothian.gov.uk Planning Services Customer focus strategy 2011 westlothian.gov.uk 1 Contents Introduction 3 Customer care 4 Planning Services Customer Care Standards 6 Equal opportunities 8 Customer confidentiality 8

More information

Better for recruiters... Better for candidates... Candidate Information Manual

Better for recruiters... Better for candidates... Candidate Information Manual Better for recruiters... Better for candidates... Candidate Information Manual Oil and gas people has been designed to offer a better solution to recruiters and candidates in the oil and gas industry.

More information

HOSPITALITY PROFESSIONAL COURSE (HPC) Course Overview and Syllabus

HOSPITALITY PROFESSIONAL COURSE (HPC) Course Overview and Syllabus HOSPITALITY PROFESSIONAL COURSE (HPC) Course Overview and Syllabus Overview The Hospitality Professional Course (HPC) consists of a series of self-paced online seminars and activities that have been created

More information

Augmented reality enhances learning at Manchester School of Medicine

Augmented reality enhances learning at Manchester School of Medicine Augmented reality enhances learning at Manchester School of Medicine Welcome to the Jisc podcast. The University of Manchester is taking a unique approach to prescription training for its medical students

More information

This is really important, because EE needs to be defined and understood in the context within which it is being used.

This is really important, because EE needs to be defined and understood in the context within which it is being used. FACTSHEET Employee Engagement Introduction This Factsheet highlights the critical importance of Employee Engagement (EE), and offers advice on how you can develop a winning people proposition for your

More information

Thinking about College? A Student Preparation Toolkit

Thinking about College? A Student Preparation Toolkit Thinking about College? A Student Preparation Toolkit Think Differently About College Seeking Success If you are like the millions of other people who are thinking about entering college you are probably

More information

Our Framework Summary

Our Framework Summary Our Framework Summary REVIEW Evaluate and improve P Develop str improve Take action to improve DO We believe organisations succeed by realising the potential of their people. Because good people make a

More information

Step 1 Self-assessment (Who am I? What do I have to offer?)

Step 1 Self-assessment (Who am I? What do I have to offer?) Your Job Search Your job search is a process which begins during your studies, when you start thinking about life after you ve completed your studies. It is an ongoing process, from your first job you

More information

Leading a Guided Conversation

Leading a Guided Conversation Leading a Guided Conversation A guided conversation provides a way to conduct an informal assessment of the ministry of the church. Though not as scientifically reliable as a thoroughly validated survey

More information

1. An overview of local authority communications p3. 2. New National Reputation Project p3. 3. Key aims of the Corporate Communications Strategy p4

1. An overview of local authority communications p3. 2. New National Reputation Project p3. 3. Key aims of the Corporate Communications Strategy p4 Corporate Communications Strategy 2010-2015 Contents 1. An overview of local authority communications p3 2. New National Reputation Project p3 3. Key aims of the Corporate Communications Strategy p4 4.

More information