Jeff Noel

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.