Category Archives for "F.O.R.C.E. Formula™"

5 Ways to Improve Performance

Every business leader and executive I speak with talks about performance.   Financial performance, people performance, marketing performance, sales performance, operational performance and so on.

Great performance requires people to be onboard, engaged, aligned and passionate about the vision, purpose, passion, goals, personality and promise of the business – and this is one of the biggest challenges within an organization.

MagicianPerformances, on the other hand, are delivered by employees, managers and leaders.  They are also delivered by customers, vendors, supporters, investors, partners and franchisees.

In other words, all people play a role in the success of a business.

The Theater references don’t end here…

Every business has a stage which is set by its marketing team and reinforced by employees and customers.  When employees see themselves as performers and their actions as performances, it’s easier to see how great behaviors and decisions make an impact.  (It’s also more fun!)

Great Experience

Leaders and managers are also challenged to improve the performance experience to add more value to customers, to differentiate their business from competitors, to improve relationships and to increase profits – while striving to deliver consistent performances regardless of who is on stage at any given moment.

 

 

Performance matters, regardless of how you define it.

5 Ways to Improve Your Performance

  1. Ensure you have a strong vision, purpose, passion, personality, platform and core values which are easy to share.  Then share it!  All employees need to know where you are headed.  All employees and customers need to know what you stand for and how you are different.  They will then choose whether to support your business or not.
  2. Review your policies, procedures and decision making criteria to ensure these are in alignment with #1.  If one of your core values is “sense of family” and yet you have departments or silos which compete with each other or don’t speak to each other, then your sense of family is dysfunctional!   If you say that you are customer-centric are you making decisions which support what your customers’ value and are willing to pay for?  If you are all about efficiency, how are you continuously improving it?
  3. Immerse yourself in your performance.  In this definition of performance, you are looking at the roles your people play; how customers and employees act; which “sets” on your “stage” need to be updated and how you can improve the experience delivered to employees and customers.  Think of your business in the theatrical sense to give yourself a different perspective.   Find out what it’s like outside your office.  Get immersed in the experience and ask how it can be better.
  4. Take action.  You’ve identified gaps in performance — both in the traditional business sense and through the eyes of the performers.  Review #1 and #2 and come up with a plan to close the gaps.  Every business will approach the action taking in a different way — just be sure to stay in alignment.
  5. Get help.   You can’t optimize your performance alone.  Involve your employees, customers, supporters, partners, investors and vendors.  Ask for insight.   Remember that your perspective isn’t going to be the same perspective that others have.  Let their input help to guide you.  If you are out of your element or you cannot take on more work, hire someone to manage the project or various parts of the project.

Performance is a one of those great words which means different things to different people.  Remember, your business is similar to theater.  You create the stage, you choose the performers, you deliver performances and your people act in certain ways.  Each of these elements impacts your business performance.  Improve the theater and improve your business.

How do you define performance?  How do you improve it?  I’d love to hear your thoughts.

5 Surprisingly Simple Ways to Improve Your Customer Experience

Improving Your Customer Experience is Easier When You Understand the Following:

  1. Customer Experience is in every business decision.
  2. The only true differentiation between competitors is the Customer Experience they deliver.
  3. Your brand IS your Customer Experience.
  4. Everyone is IN marketing  whether they realize it or not
  5. Customers complain when there is a disconnect between what you promise in your marketing and the experience they receive.

Let’s Look at an Example:

Restaurant A is next door to Restaurant B in tourist row.  They are both Mom and Pop restaurants which  sell similar products — food and drinks — but Restaurant A has a waiting line to get seated while Restaurant B is empty.   Why is this?

  • Restaurant A’s menu is more slightly expensive than Restaurant B.
  • Restaurant A’s servers are rushed off their feet but they are taking time to be hospitable to their diners.  Restaurant B’s servers are sitting at a table in the back tapping away at their phones.
  • Restaurant A is colorful, with clean white table cloths and sparkling glasses.  Restaurant B isn’t as colorful, its glasses aren’t quite as sparkling and the table cloths are showing their age.
  • Because Restaurant A is cooking for its guests, the aroma of deliciousness makes the tummy growl.  Restaurant B isn’t cooking, so no-one knows what to expect.
  • The signage for Restaurant A is appealing,  Restaurant B has signage that needs repair

People make decisions based on emotion and rationalize them with logic.  In the eyes of the tourists — who have to make a decision with limited knowledge — Restaurant A is a better choice for all sorts of reasons and they must be right because others have chosen it too.  The social proof convinces them to join the line.

What Could Restaurant B Do Differently?  

Do you know your customers?Customer Experience is in EVERY business decision — the decision to permit the staff to sit at a table in the back, rather than being outside with great big welcoming smiles on their faces while they invite people to check out the menu and perhaps offer a little taste of what they are serving.   By doing this they are not only marketing — building Attention, Interest, Desire and Action — but they are drawing people into their customer experience.

They need to decide who they are, who they want to serve, what those people are looking for and deliver it.

They need to fix the signage, replace the table cloths and shine the glasses before putting them on the table because people will make assumptions about the quality of the food and service based on those visuals.    They are marketing to the world that they either aren’t interested in the details or they aren’t able to invest in their business, neither of which appeals to people who want a good experience.

They need to find a hook — something that people want which is different and more valuable than the other restaurant offers.   They need for people to experience what they have to offer.  They need to show social proof to get people to come in, which will lead to more people following.   They need to add some life to their restaurant — no-one wants to eat at an empty restaurant.  They need to start investing in a consistent experience so that people know what to expect.

5 Ways To Improve Your Customer Experience Experience

  1. Know who you are serving and what they value.  Be clear on who you want to attract and who you want to repel.  Then find out what the people you want to attract value and what they don’t.  Ask them what you should Start, Stop, Increase and Decrease.  Use the T-Form, which you can download here
  2. Find out how people decide to do business with you.   What influences their decisions?  How did they find you?  What journey did they take to sort through their options?  What were the moments of truth for them?
  3. Follow-up after the sale.  Very few people do that, so you immediately differentiate your business from others.  Follow-up to be sure they are happy.  Ask if they have any questions you can answer.  Inquire about any other needs they have (great time for a cross-sell or up-sell).  Create a follow-up schedule.  What will you do, when will you do it and how will you follow-up?
  4. Train your staff.  I know it sounds like an absolutely “Captain Obvious” statement but so many businesses are cutting back on training, which is the wrong approach.  Your customers tend to know more about their options and your competition than you do — after all, it’s in their best interest to make an informed decision.  However, when they ask questions they have been unable to resolve during their research, your staff have to be able to answer and/or find someone who can quickly respond.
  5. Align your marketing with your customer experience.  If there is a disconnect, either change the experience or change your marketing.  Remember your brand IS your customer experience, so ensure your brand promise is indeed what your staff deliver — consistently and across all touch points.

 

Share your thoughts below in the comments…

Customer Experience Boston Pizza Style

2015-01-15 13.37.17Today I had lunch at the Boston Pizza in Drumheller, Alberta.   If you’ve read my blast about the Boston Pizza in Courtenay, British Columbia in August, you know how unhappy I was with the customer experience there.

As I walked to the front door I saw this sign and I groaned.  “Really?”  I thought, “… we’ll see”.

Obviously this reaction indicates that I am a customer experience specialist who is a bit jaded — particularly when it comes to campaigns created at the corporate level.  The reason is that so many corporate leaders have no idea what is going on in the field.  They create policies, processes, strategies and profit-enhancing decisions without understanding how it impacts the customer experience and the employees who deliver it.  After all, every decision made from the Board Room, to the front-line, to the back-room and everywhere in between either positively or negatively impacts the customer experience.

From the moment I walked through the door I realized how wrong I was — this time 🙂

A woman greeted us with a great big smile   — not one of those forced smiles that those in service jobs often display.  When I joined my husband after a quick pitstop, this woman — our server — was waiting at our table with a great big hospitable smile.  A short while later she came back to ask what we’d like to drink and to explain the specials with gusto.  Today’s soup was chicken gumbo — I never remember what the specials are after I’ve left a restaurant — but I did today!

When she brought my tea and our water she realized she’d forgotten my husband’s coffee.  However, she made a little joke about keeping me happy and went to get his coffee.  We placed our orders and then she popped back and asked if my salad was a lunch size, which it was.  She agreed it was a good choice because the salads are huge.

Throughout our dining experience the hospitality that our server exuded was exceptional.  She seemed genuinely happy to serve us.  Sh2015-01-15 13.35.49e genuinely took care of us.  Her smiles were genuine.

I, of course, was watching her like a hawk.  I wondered if she would be like this with others too — or did she just take a liking to us?  Well, I was happy to see that the next guests were treated like family too.  She was helpful and patient as they decided what to order.  She made recommendations after asking what they liked and what they didn’t.  She also started a conversation with them, asking if they were visiting, where they were visiting from and what they were going to see while there.  In other words — she is the poster child for what hospitality is.

I decided to ask her if I could take her photo and I explained that I was going to write a blog post about our experience.  I told her about the experience in Courtenay and I told her I wanted to share what great service was all about.   She asked me where this was going to be, so I gave her my URL.   I joked about my makeshift purse and she joked right back with me.  I felt like we’d have become great friends if I lived in Drumheller!

As we were leaving, I took the photo of the poster above and just as we were about to get in the car, she came out of the restaurant and asked us if I could share my post with www.bostonpizza.com.  I said “for sure” and I’ll post on the Facebook Page too.

So here is recognition for a job well done, Cheryl S.  Keep on smiling and keep on sharing your great hospitality to those who come for a meal.

What lessons do you take from this experience?

Share your thoughts below in the comments …

2

Marketing – The New 5 Ps For Marketing

5 Ps for Marketing_3-01You likely already know the 5 original “Ps” to marketing – product, placement, packaging, promotion and price.  However, in today’s business environment there are 5 new marketing “Ps” to consider to transform your business.

Personality – People want to see the personality behind the brand and they want that personality to be honest and congruent with the way the person is “off stage” too.  For example, Sir Richard Branson shows his fun-loving, adventuresome side of his personal life while the Virgin brands are also fun-loving and adventuresome.   Even if the personality behind the brand are  the employees they need to be congruent with the personality of the brand.  No grumpy people working at Disneyland; only tender dental hygienists working at the “tender dentist” etc.

What is your brand’s personality and are you including it in your marketing?

Purpose – Every business has a purpose — to make money.  There are other purposes to consider though.  Purposes larger than the business or product itself.  For example, the purpose of our business is to reinvent lives globally and the best way to do this is to help business leaders to transform their business to become S.T.A.R.S.™ – Sagacious | Transformational | Attractive | Resourceful | Sustainable.

What is the purpose for your business and/or brands?  Are you sharing your purpose with your customers, employees, prospects and supporters?

Passion – People want to connect with people who share their passion – whether it’s reinventing lives, transforming businesses and communities, living off the grid, living a healthy and happy life, driving race cars, travelling the world, leaving a legacy, paying it forward or denouncing ways we are being manipulated by big business.

Do you show where your passion lies in your marketing?

Platform  – Your platform is what you are known for.  My platform is reinvention.  My friend Sohail Khan’s platform is joint ventures.  My friend Karen’s platform is the mind/body connection.

Ideally you want your name / brand to become synonymous with your platform – think of shoes and you think of Zappos.  Think about books and you think of Amazon.  Think about a magical vacation with small children and you likely think of Disney.

By becoming clear and focussed you will be able to hang out your “platform shingle” which helps you expand your reach through strategic partnerships and your marketing.

What is your platform?  What do you stand for?  What are you known for?

People –  Your people make or break your business.  People * Power * Profit so how do you ensure you are marketing to the right people so they become your employees, your customers, your vendors, and your strategic partners etc?  You do it by being very clear what your mission, vision, purpose, passion and ideal customers are.  You take a stand.  You invite those who you want in your circle, your tribe and your community to join you.  You ensure that those who you do not want to associate with don’t are kept on the other side of the “red velvet rope”.

Are you attracting the right people to your business?

How Will You Incorporate These 5Ps in your Marketing to differentiation your business?

Customer Experience Failure – Boston Pizza Style

I have always been a champion for the customer, which is why I look at the customer experience first when I help business leaders to transform their businesses to become more profitable.

People-Power-Profit-300x35

People can power profit — or they can destroy it. And sadly — more often than necessary — they make decisions to destroy it.

Tonight is a case in point.

I have taken my first day off in ages. It’s a glorious, hot, sunny Sunday here in Courtenay, BC. It’s also a long weekend. And here’s where Boston Pizza comes into the picture.

It’s 6pm and I’m well into the “relaxation mode” I had planned for, so I went online to place an order for delivery. I’d been building myself up to have my absolute favourite dish — the Chilpotle Chicken Salad — for a few hours. I ordered 2 of them for delivery.

2 Seconds after I ordered online I got a call – which is normal and appreciated. However, this time the message was “I see you chose debit at the door as your payment”. I said “No, it’s credit, which is what I chose. There was only an option for cash or credit payment at the door.”

I was then told that they could not deliver to me because the machines for accepting payments at the door were broken. If I have cash it’s fine.

Okay… think about this for a second as it’s a classic Customer Experience Fail.

#1. I was able to place my order online. Why can’t I pay online? (my guess is that it will require extra administration on behalf of Boston Pizza — guess what? I don’t care!) The customer experience is what matters across all touch points in the customer journey. So figure out the logistics behind the scene and don’t make any decision a burden for your customers.

#2. Why are the machines broken? Every single one of them? On a long weekend? On a hot and sunny long weekend?

and most importantly…

#3. Why didn’t the gal say “I’m really sorry but we’re experiencing problems with our machines for payment at the door. Can you give me your credit card number and I’ll punch it into my machine here? Then you can sign when we deliver your meal.”

or failing all of the above, as a back-up measure…

#4. Have one of those old fashioned machines with the “cha-ching, cha-ching” that takes an imprint of the credit card and you sign it? I travelled to Mexico a few months ago and they still use them there. My credit card was charged just fine too.

So, before I go off to spend 10 minutes making a salad — I’ll share these parting words:

The majority of customers will not return after a poor customer experience. Often it only takes one poor experience to lose a customer.

Many people (myself included) will happily share customer experience fails online via social media, review sites and blog posts.

Boston Pizza — and every other business — needs to start thinking about the customer experience as the only true differentiation between itself and the myriad of other choices in each market.

Customer Experience is in every decision.” ~ Carol Wain

3From the decisions at head office — those who made a website that allows you to order but not pay — to those in the field who don’t think about how they can make a work-around to ensure their customers have an awesome experience, it’s time to rethink what you are doing.

  1. Think about how your decisions impact your customers and ask before implementing.
  2. Have designated staff to be the Voice of the Customer and ensure those people have a seat at the Executive Table. Ideally, all employees should be encouraged to watch and listen for customer reaction and are invited to share what they learn.
  3. Train your employees to ensure your customers’ experience is as expected. Of course you have procedures and systems but there are times when employees should be permitted discretion to go outside of them.
  4. Have a back-up plan
  5. Ensure your customer journey is consistent across all touch points

 

Update:  August 11, 2014  — Here’s what has happened since my initial experience.

After I wrote this post and shared it on LinkedIn I went to Boston Pizza’s Facebook Page and posted there.

I applaud the community manager for responding and suggesting we take the conversation offline (which I teach!)

I wrote a very long email with suggestions and counter-arguments to some of the “policies”.

I was assured that someone would be in touch shortly.

I received a phone call from the restaurant owner, Gary, who was on vacation at the time.  He left his cell phone# for me to call.

I called back a day or two later and we had a conversation about the experience.

I explained my Customer Experience passion and that I can’t help but speak up when things are going badly.

He spoke for a while to explain the problem (again, as the customer, I really don’t care that TD Bank had screwed up so none of the machines were working).

I was sitting there ever so silently wondering if he was going to ever get to “me” rather than an explanation about why I experienced what I did.

I also wondered when he would accept ownership (or if anyone would).

I wondered what — if any — offer would be made to “make it up to me”.

I was waiting and waiting…

And then Gary said “I would like to offer you gift certificates to make it up to you”.

He also suggested I may be able to help them improve the customer experience (oh hell yes, I can!)

I was not angry — I came from a place of  “sharing and caring” while I also wanted a resolve.

I explained how most people wouldn’t give a second chance and how important customer experience was.  We chatted a bit about my services and we ended the call.

Fast forward to today — exactly one week to the day I attempted one more time.

What a nightmare!

Today, I placed my order online.

I received a call a few min later to confirm the order.

I corrected the delivery time — I didn’t want it in 50 min, I wanted delivery at 6:30.

So at 6:35 the delivery person arrived (oooh… he smelled badly… not good in the food service industry … although he was pleasant enough as a delivery person.)

This time the order was for one Chilpotle Chicken Salad and one personal cheese pizza….

…………Except the “chicken and bacon” part of the order was missing…………

You’ve got to be kidding me!  The Customer Experience is actually worse this time!

6:38   I called the restaurant and explained what happened.  I received an apology and a promise the chicken would be delivered soon.  I pressed to find out what “soon” meant.   I was told 15 – 20 min depending on traffic.

6:39  I emailed the email address Gary gave me when I spoke to him

7:15   I called the restaurant again and apparently the driver was there and he’d be leaving with my chicken right away.  I asked to speak to the owner.  Gary is still on vacation.  I asked to speak to the supervisor.  I explained today’s situation and last week’s situation and I had spoken to Gary.  She attempted to correct me that perhaps I spoke to “Steven”.  I said “no, I contacted Head Office and Gary gave me his cell phone #.”  She seemed surprised.

I’ll cut to the learning points:

  • I discovered during this call — this is a common occurrence — the onus is on the host/hostess to ensure the order is complete but they don’t.  Why is the problem common?  and…. Why on earth do they share this?
  • The supervisor does not have the authority to authorize a refund — this time I’m expecting one — tomorrow she’ll talk to the office manager to see what can be done.
  • The delivery guy showed up with my new salad and he said words to the effect that he only delivers what he’s given.
  • It is now 1 hour after I asked for my salad to be delivered… 45 min after I was promised the chicken would be delivered.
  • I’m actually surprised I haven’t “Lost it” by this point — maybe because I knew I’d be using this as an example in my teaching for years to come 😉

Whoa!  Whoa!  Whoa!

You’ve got to be kidding me…  Remember, the customer doesn’t give a sh*t about excuses and who isn’t doing what.  The customer expects to experience the brand promise and to receive what they bought in a timely manner with the quality promised.

Boston Pizza desperately needs a Customer Experience overhaul — I’m here and I’ll consult with corporate and franchisees.  I’ll also train staff.

Consistency is missing — as is a focus on the Customer Experience — instead, the culture appears to be one of “pass the buck”.

In the restaurant business, this combination is a death sentence… perhaps my first best-selling book Guerrilla Tourism Marketing might be useful as the first step!

What Suggestions Do You Have for Businesses That Have Challenges Like This?

Share your thoughts below in the comments …

Want to Make Your Customers Feel Special? Thank Them!

TD Bank Takes a Page from WestJet — Combining a personalized Thank You with great PR

Watch and you can’t help but feel moved.

This video shows the power of a personalized thank you.    How are you thanking your customers — particularly your long-time, most profitable customers?

How do you show your customers that they are valuable to you?

It seems like such an easy question to answer, doesn’t it?  So why aren’t more people doing it?

In his book, The Thank You Economy, Gary Vaynerchuk talks about the Joie de Vivre hotels in California.  As part of their Dream Maker program, the hotels ask each guest to provide a significant amount of personal information upon registration so that they can find ways to give their guests a memorable experience.

This program challenges the employees to come up with ways to provide exceptional guest service.

Gary tells a story about a reservations manager, Jennifer Kemper, at the Hotel Durant in Berkeley, which incidentally is the number three hotel in Berkeley according to TripAdvisor.  One of the hotel guests needed multiple, long-term stays because her son, a 20 year old Berkeley student, was undergoing chemotherapy treatment while trying to continue with his studies.

The guest needed to visit often to help her son during his sessions but some of the dates that she needed were not available.

Jennifer told her guest that she would be taken care of but she did not stop there.

Jennifer thought of the guest’s plight and determined that she would be a great candidate for the Dream Maker program.  A few days later, Jennifer went and bought a card, sunflowers, chamomile tea and a dragonfly mug with a built-in strainer.  The card said “For a loving mother who deserves to relax.  Your family is in our thoughts and prayers.”

Naturally, this touched the heart of the guest, who continued to stay at that property until her son graduated.  This example of a fantastic customer experience also shows how a simple touch can have a viral effect.  Imagine how many people heard about this story from the guest and her son.

Thank-You-300x199That caring, attentive service, which is one of the guerrilla marketing principles, provided exposure to this hotel they could never afford through traditional marketing.  Talk about a win-win situation.

The appreciation you show can take many forms – from saying “thank you” to following up after the sale, to responding quickly to requests or questions to finding a special gift for them for a special occasion.

 

 

How can you / do you thank your customers in a meaningful, personalized way to make them feel special and appreciated?

Share your thoughts below in the comments …

Transform Your Business Starting With Personal Alignment

balanceYOU have been a person a lot longer than you’ve been a business leader and as a result, you have beliefs (some of which could be self-limiting) and you have dreams, whether you’ve explored them or not.  The reason why we start business transformation with an internal focus is because your decisions as a business leader are a direct result of what you belief, what your core values are and the vision you have for your life.

While it’s not necessary to do inner work to know what makes you tick to be a successful entrepreneur, it sure is a whole lot easier to make appropriate decisions when you have a sense of you. It is also a lot easier to see when you are falling into a trap set by your subconscious.

Core Values

When your core values are in alignment with the values of the business then the first hurdle has been crossed.  However, if your core values differ from the core values of the business, an internal conflict arises.  The same holds true with your employees — if the core values of the business are not in alignment with the core values of the employees there will be a disconnect, an imbalance and ultimately conflict.  Therefore, start your business transformation by listing your core values.  Click here to download a PDF with a list of Core Values, if you need help coming up with adjectives that describe them.  If you have a huge list, cut the list down to your top 10 values. Then to take those top 10 and decide either / or to get them down to 5. For example Freedom is one of my values as is Dependability … but if push came to shove, I’d take Freedom over being Dependable (fair warning!), which means that if something came up where I had to decide between being dependable and being free I would choose freedom.

Your core values will not change – from the time you first identified with them until the day you die and it’s the same with your business.  Strategies, tactics and plans change but the core values never change.

I want to drive home the point that these values are something you live each day – they aren’t a convenience item to create the illusion of being something you are not. For example, if one of your core values is integrity – you’d better do every single thing you say you are going to do. If honesty is a core value – you are honest always – always! If you say that family time is a core value – nothing stops you from having that family time – nothing.

Business Core Values

After you’ve done this exercise for yourself, do it again for your business. This time though, ask your employees, your customers and your vendors what they believe the values of your company are because they are the people who experience the decisions you make and it’s those decisions which reflect the core values of the company.

How are your business practices and the experiences you have with your people being translated into values? What are the common denominators for values, as seen through the eyes of those you serve? Are the results consistent with your own perception of what the core values are? Are there disconnects? How do you close the gap?

Is there a disconnect between what your core values are personally and the core values of the company? If so, you will experience some internal conflict at some point.

A prime example that happened not too long ago in the corporate world is Brendan Eich.  Mr. Eich, the creator of JavaScript, was appointed CEO of Mozilla only to be forced to resign few days later after an outcry from employees over a $1,000 donation he made to California’s Proposition 8 campaign in 2008 — a ballot that defined marriage between a man and a woman.  He argued that he leaves his personal beliefs, values and views at home. However, it didn’t matter to those who felt his beliefs were out of alignment with the company beliefs of inclusion and acceptance and they refused to accept him as their leader.

After you have completed this exercise you’ll be ready to move on to the next step in ensuring you are in alignment with your business — understanding what you what and do not want for your life.

If you’d like to know more about how to reinvent your business, contact Carol or check out how to work with Carol

What do you think of this exercise?

Share your thoughts below in the comments …

Lesson In Tenacity

Honey_badgerHere’s what happens when you don’t give up… gotta love his ingenuity and tenacity!

Would you try as hard to get what you wanted?  Sadly most people quit right before their breakthrough.

If you truly want to reinvent your life or transform your business you must be as tenacious as this honey badger.  If your why is big enough you will find a way to achieve what you want.

Your original idea might not work and that’s fine.  None of us bats anywhere close to 100.  We try things and they work, we try things and they flop, we try things and they don’t work as well as we hoped.

We try things and then people react and it screws up our plan.

We use our wise judgment and we make the right decisions with input from those who we can trust.

But don’t just quit because it’s hard.  Be a honey badger and stick to your vision and your goals.

 

Be sure to comment below and to share this with your friends!

If you’d like to know more about how to transform your business or reinvent your life, contact Carol or check out how to work with Carol

What are some of the ways you keep going when others would have given up?

Share your thoughts below in the comments …

Enlightened Capitalists Prioritize Employee Experience

TeamLeader5 Reasons to Focus on Employee Experience (EX)

  1. Lower turnover
  2. Attract high-caliber employees
  3. Improve customer experience
  4. Increase productivity
  5. Increase profit

EX Insights

  • Gallup research also shows that active disengagement costs the U.S. an estimated $450 billion to $550 billion annually (State of The American Workplace)
  • Only 30% of US Employees / 16% of Canadian employees are engaged; 52% of US employees / 70% of Canadian employees are not engaged and 18% of US employees / 14% of Canadian employees are actively disengaged (Gallup – State of the Global Workforce)
  • Gallup sees employee engagement built on these basic elements – “What do I get from this role? (salary, job satisfaction etc) – perceived value of my contribution – answers to the question “Do I belong here? – Can I make improvements, learn, grow, innovate and apply new ideas?“ (State of The American Workplace)
  • 75% of people quit their bosses not their jobs (Roger Herman)
  • Above average companies – those with more highly engaged employees – experienced 147% higher earnings per share (EPS) compared with their competition.  (Gallup)
  • 70% of Forbes Global 2000 companies will use gamification to boost retention, revenues and engagement in 2014 (Gartner)

Employee Experience Process

  1. Understand your culture – does it support a great employee experience?
  2. Ensure your employees core values match the corporate core values
  3. Practice appreciation – informal recognition and formal recognition – Peer to peer and manager to employee
  4. Deliver honest, open communication
  5. Provide opportunities for training and advancement
  6. Create a career path
  7. Disallow toxic people in your company
  8. Pay attention to turnover, particularly with specific managers
  9. Use 360 degree feedback to improve experience
  10. Hearten contribution and innovation
  11. Encourage a caring approach to dealing with mistakes – what is the lesson?
  12. Compensate fairly, reward exceptional behaviour

Employee Experience KPIs

The 3 main Employee Experience KPIs are Acquisition, Retention and Profit

Acquisition – Recruitment costs, training costs, number of employee referrals

Retention –Employee engagement level, employee satisfaction score,average employee tenure, 360 feedback score, employee churn rate, attendance rates

Profit – Revenue per employee, safety, customer experience

5 Steps to Success

Define – Define which objectives you want to achieve, what KPIs you want to impact, prioritize your objectives, define the timing, identify resources, allocate budgets, identify return on investment expected

Discover – Find out what it’s like to be your employee.  The more trust you have generated, the easier it will be to get truth in return

Design – Use best practices, discovery insight and your objectives, design an employee experience plan

Implement – Implement your plan, educate your employees, engage in two-way dialogues with employees, encourage two-way dialogues between customers and employees

Monitor – Monitor employee responses, customer reaction, customer learning, feedback, impact to KPIs and adjust as needed

Our Role

  1. Coordinate with your project managers, senior leaders, management team,  supervisors and trainers for requirements
  2. Define – what are your objectives? … Identify KPIs, create your baseline
  3. Discover – what is it really like to be your employee? … Coordinate with HR team and test that HR insight matches employee reality
  4. Create your employee experience transition plan, employee engagement plan, employee recognition plan and incentive programs with input from all stakeholders
  5. Implement and support training, coaching, mentoring and facilitating
  6. Co-ordinate with your team to report on results and make appropriate adjustments
  7. Leave you with the insights and practices to continue to grow your employee experience

If you’d like to know more about how to reinvent your business, contact Carol or check out how to work with Carol

What are some of the ways you focus on customer experience and employee experience in your business?

Share your thoughts below in the comments …

 

Enlightened Capitalists Focus on Customer Experience

5 Reasons to Focus on Customer Experience  (CX)happy-customer 300x300

  1. Increase Customer Lifetime Value (CLV)
  2. Decrease Customer Acquisition Cost (CAC)
  3. Support an increase in employee engagement
  4. Create brand advocates and greater loyalty
  5. Differentiate your company among competitors

CX Insights

  • In the age of the customer, executives don’t decide how customer-centric their companies are — customers do.  (Forrester Research Navigate the Future of Customer Service in 2014)
  • By 2020, customer experience will overtake price and product as the key brand differentiator. (Customers 2020 Report)
  • In a poll of enterprise contact centers by Deloitte, 82% view the customer experience as a competitive differentiator, and view accuracy and quality of information provided (82%), as well as ease of interaction (73%), as the most important attributes of a quality customer experience. (Deloitte’s 2013 Global Contact Center Survey Report)
  • In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from last year.  (Accenture Global Consumer Pulse Survey)

Customer Experience Process

  1. Secret-shop in person, on the phone and online – you need to know what it’s like to be your customer
  2. Understand your culture – does it support a great customer experience?
  3. Obtain Board and C-suite commitment to improving customer experience
  4. Review your customer complaints / testimonials / online mentions – where are the gaps?
  5. Ask customers what their needs are.
  6. Allow customers to state their preferences for the communication they have with you
  7. Use a combination of high-tech and high-touch – high-tech to easily disseminate data collected about each customer and to create models for ideal customers and what they may need.  High-touch to personify the customer experience.  Strive for consistency – each and every time, the customer needs to know what they will experience – regardless of employee, regardless of location, regardless of time of day
  8. Ensure that all touch points are reliable – websites, phone, in-person, email etc.  They must all deliver a consistent experience based on your brand promise
  9. Eliminate silos within your company and promote cross-department communication as it relates to increasing the customer experience
  10. Build a community around your business and your business around a community
  11. Create a Voice of Customer (VOC) program – and always be reviewing social conversations, online reviews and testimonials, customer surveys, call center and customer service feedback, and feedback from tech-support and retail reps
  12. Realize it’s a game of measures that has meaning to your customers and employees – that there is not one “perfect” measure for customer experience

Customer Experience KPIs

The 3 main Customer Experience KPIs are Acquisition, Retention and Profit

Acquisition = Goal is Lower CAC–measure referrals, social mentions, efficiency of marketing campaigns, conversion rate

Retention = Goal is Increased CLV – measure average order value, average frequency of purchase, average length of “customer” (how long they are your customers), average resolution time for a complaint, cost of loyalty programs, and mark-downs for repeat purchases or to avoid loss of customer

Profit = Goal is Lower Cost to Service – measure revenue per employee, gross profit per employee

5 Steps to Success

Define – Define what objectives you want to achieve, what KPIs you want to impact, what touch points you are focusing on for this initiative (don’t attempt to do all at once!), prioritize your objectives, define the timing, identify resources, allocate budgets, identify return on investment expected

Discover – Map your customer’s journey from the moment they first hear about you through to repeat purchases.  Be sure to include customer experience perspective from employees in all departments – not just “customer service”.  Also be sure to include data from relationship surveys and transactional surveys of your customers

Design – Using best practices, discovery insight and your objectives, design a customer experience plan

Implement – Implement your plan, educate your employees, engage in two-way dialogues with employees, encourage two-way dialogues between customers and employees

Monitor – Monitor employee responses, customer reaction, customer learning, feedback, impact to KPIs and adjust as needed

Our Role

  1. Coordinate with your project managers, VOC team, senior leaders, management team, supervisors and trainers for requirements
  2. Define – what are your objectives? … Identify KPIs, create your baseline
  3. Discover – what is it really like to be your customer? … Coordinate with VOC team and test that VOC insight matches employee insight and customer reality
  4. Create your transition plan with input from all stakeholders
  5. Implement and support training, coaching, mentoring and facilitating
  6. Coordinate with your team to report on results and make appropriate adjustments
  7. Leave you with the insights and practices to continue to grow your customer experience

If you’d like to know more about how to transform your business or reinvent your life, contact Carol or check out how to work with Carol

What are some of the ways you focus on customer experience in your business?

Share your thoughts below in the comments …

 

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