Reputation:
Three World Class Brand Loyalty Basics:
Your Promise
Delivering Your Promise
Connecting Emotionally
Your reputation is your brand. It’s the first thing your customer (or employee) thinks of when they hear or see your name. Customers (and employees) rate products and services as:
Remarkable
Okay
Bad
Being ‘okay’ (satisfied) is dangerous – to your reputation and to your growth and bottom line.
Brand reputation drives long term profit more than everything else combined.
Four World Class Culture Basics:
History
Customs
Icons
Values
Culture is what your people think and do without thinking. Habits. Deeply embedded habits. Culture is (and habits are) either your greatest asset or your biggest road block.
Operationalize, maintain, and enhance your cultural vibrancy by embedding your unique story into the way you hire, train, inspire, and value your employees.
Every organization has a culture. It’s either by default or by design.
World class companies over-focus on the same things that other companies either under-focus on or ignore.
Four World Class Leadership Basics:
Vision
Involvement
Accountability
Commitment
Leaders drive the internal, employee culture. No front line employee is driving into work today thinking about how they’ll increase shareholder value. Yet leaders want them to behave as if they owned the business.
Why would an employee make a daily habit of doing anything extra if they are paid the same whether they do extra or not?
This is the million-dollar problem virtually every leader fails to overcome. And the customer feels it.
Four World Class Organizational Employee Basics:
Hire
Train
Inspire
Value
Employees treat customers in a mirror fashion to the way they are treated by their leaders. This is the biggest cultural dilemma you face everyday.
Use your Human Resource practices – hiring, training, inspiring, and valuing – to create a culturally vibrant workplace.
Customers may not comprehend the quality of your product (for example: your IT infrastructure or the cleanliness of your Food Processing Facilities), but they have no problem deciding if you love them, or not. And it’s your front line employee who is remarkable, or not.
Four World Class Customer Service Basics:
The Bullseye
360 Analysis
Unifying Goal
Decision Tree
When your customers interact with your front line staff, your customers are subconsciously deciding whether or not you love them.
If you convince your customers they are loved, they will definitely come back and definitely recommend.
The harsh reality of customer service programs is that they focus on customer satisfaction, which is actually detrimental to your reputation.