Leadership Includes Customer Experience

freedigitalphotos.net
freedigitalphotos.net

Today, all companies deliver a Customer Experience.  However, many times it isn’t always what the company intended.  At the call center, it is often a poor customer experience with unmet expectations.

  • Does your company deliver the promised customer experience?
  • Do you have a document outlining what the Customer Experience is supposed to be?, No, that’s not surprising, few companies do.  It is not a good excuse but all of us who don’t have a Customer Experience model in place are in good company.

According to a recent Forresters’’ report; while 90% of executives said that the customer experience was very important or critical, only 11% consider themselves to be very disciplined in their approach to customer experience.  How many times does your customer go away with a bad experience?

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7 Conversations Every Leader Needs to Master

Courtesy of pinkblue & FreeDigitalPhotos
Courtesy of pinkblue & FreeDigitalPhotos

Do you ever wonder if you are as influential as you could be?  Many leaders are one-trick ponies when it comes to influence.  They use one approach in every situation.  Sometimes this works, the same way a broken clock is right twice every day.  However, by developing greater flexibility and range, you can be even more effective.

By associating different parts of the body with different influence styles, you can quickly assess whether you have the full toolkit of conversations that a leader needs to influence people in almost every situation.

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Small Business Notes: Part 2 – Leadership Issues to Allow Growth

Courtesy Ambro & FreeDigitalPhotos
Courtesy Ambro & FreeDigitalPhotos

In today’s business world the small – medium privately held business faces a number of issues that can impede their growth and success in their market place.  While I have seen lists upwards of 25 potential issues, they can really be digested to these ten.  An organization may be dealing with one or more of these at one stage or another of their growth over the last 24 – 36 months.

The initial entrepreneur may face them right out of the box, if they have not taken time to digest, understand and learn how to deal with them on a regular basis.  The points are in no particular order and should not be taken that way.  The reality is, one could cause major issues while a compounding of issues could sink an entire operation.  We will break the list into two articles.

As a reminder, here were the first five:

1. Understanding transition from startup to business owner

2. Shift of mindset from incremental to big picture thinking

3. Limited culture, vision, mission or values, thinking big                                                                  

4. How to be an effective leader, instead of a boss

5. How to hire for leadership and engagement

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Business Tip #13: Are You Aiding and Abetting E-Myths?

Stonehedge RF SXU 250X96 2013We are going to embark upon a journey through the world of e-myths and debunk them to help you avoid falling into the e-myth trap.

First, let’s take a minute to talk about what an e-myth is. An entrepreneurial myth, or e-myth, is an assumption that anyone can succeed at business with:

  • Desire
  • Passion
  • Some capital
  • Friends who loosely support your decision.
  • Projected a targeted profit

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5 Keys to Engaging Employees

Courtesy of Stuart Miles at freedigitalphotos.net
Courtesy of Stuart Miles at freedigitalphotos.net

As a leader, when you stride into the office among the staff, you have the power to positively influence the outlook of the employee for the entire day.

Words, gestures, even the expression on your face spell the difference in how an employee perceives your perception of them. These unconscious actions tell the employee what they mean to you and how valuable they are to you as a leader and to the organization.

Letting the employee feel needed and appreciated is a key factor to maintaining maximum employee morale, motivation and engagement.  If your employees feel that they play a key role in the company by the work they provide, then they are much more likely to say that they like their job and to strive to better themselves at that job.  For many, feeling valued is just as important as high pay, titles or promotions.
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Business Tip #12: Put Them in a Trance

Courtesy of Sheela Mohan at  Freedigitalphotos.net
Courtesy of Sheela Mohan at Freedigitalphotos.net

We’re going to go through the 5 essential keys to a successful and reusable marketing campaign launch. Once you have these basics down, you can use them over and over again.

The 5 essential keys are:

  • Define your Unique Selling Proposition (USP)
  • Put an effective sales offer to work
  • Avoid the marketing pitfalls
  • Use a world-class marketing perspective
  • Get results!

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Small Business Notes: Part 1 – Leadership Issues to Allow Growth

Courtesy artztsamui & FreeDigitalPhotos
Courtesy artztsamui & FreeDigitalPhotos

In today’s business world the small – medium privately held business faces a number of issues that can impede their growth and success in their market place.  While we have seen lists upwards of 25 potential issues, they can really be digested to these ten.  An organization may have dealt with one or more of these at one stage or another of their growth over the last 24 – 36 months.  The initial entrepreneur (Founder) may face them right out of the box, if they have not been proactive and taken time to digest, understand and learn how to deal with them on a regular basis.  The points are in no particular order and should not be taken that way.  The reality is one could cause major issues while a compounding of issues could sink and entire operation.  We will break the list into two articles.  Therefore, let’s briefly look at part one of our list:

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Power and Leadership

Courtesy of pinkblue & FreeDigitalPhotos
Courtesy of pinkblue & FreeDigitalPhotos

This is one of the most difficult topics that we discuss in the world of leadership.  While watching Star Wars III over the holidays I was reminded of a statement that was indicated as being part of the “Force” that rings true to me today: “All who gain power are afraid to lose it.”

After thinking about it for a week, I decided that we need to examine this as part of our leadership development courses.  There are a number of types of leadership power that are broken into two broad groups, i.e., Formal Power and Personal Power.  Let’s take a better look at these:

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2014 – Stop Struggling to engage and motivate your employees

Thanks to Stuart Miles & FDP
Thanks to Stuart Miles & FDP

If your company struggled with employee engagement in 2013, now is the time to take steps to change the environment so you can finish 2014 strong and growing.  Our proven frameworks can be applied to 24 different issues you are facing but the “Engage and Motivate” is the most important one in my mind.

Here is how to solve a billion-dollar problem that every leader faces, with simple yet powerful leadership practices that cost nothing to start with and that you can implement immediately.

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