Tag Archives: Never Eat Alone

Changing Behavior Towards the Customer Experience

“A satisfied customer is the best business strategy of all.” – Michael LeBoeuf, American business author

During “Changing Behavior Towards the Customer Experience,” Total Customer Experience Leaders Summit attendees learned that “checklists and compliance will not change customer behavior.” We learn by doing.

Keith Ferrazzi, CEO, Ferrazzi Greenlight and author of Who’s Got Your Back and Never Eat Alone, delivered a compelling presentation about the critical factors to changing human behavior, which include:

  • Building key relationships: Initiate and strengthen personal relationships with managers and other business partners
  • Leverage the community: Lean on your peers, managers and the broader community for personal success
  • Strengthen customer centricity: Build a customer-centric mindset within retail

A successful behavior change framework is developed by:

  • Knowing that change management is about relationships, emotion and connection
  • Focusing only on the highest return behaviors
  • Having an aligned purpose
  • Using reflective inquiry to gain engagement

A successful change framework is driven by:

  • Providing an empathetic challenge to ignite a movement
  • Helping your employees join a movement
  • Peer-to-peer coaching for support and success
Stay tuned for more customer experience insights shared at this week’s TCEL. Stay connected at:
  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Never Eat Alone

Never Eat Alone was advice that I followed a few years ago when I attended the North American Conference on Customer Management.  I had lunch and conversations with like-minded people that wanted to learn more about customer service excellence.   Experts gave presentations of the best practices of building relationships with clients, as I nibbled on my croissant.   At the cocktail reception, I connected with other attendees and presenters as they shared their passion for customer service.   After I returned home, I connected with many of my contacts.  One of the exceptional speakers was Kelly Cook, Senior Vice President of Marketing at DSW.   As a founder and Board Director of Texas Women in Business, I asked Kelly to keynote at the annual anniversary luncheon.  Her presentation on Women in Leadership Roles was well-received and DSW even hosted a reception at one of their Austin locations.
  
Customer Service & Shoe Lovers!

  
At the Total Customer Experience Leader’s Summit coming soon in Miami, Keith Ferrazzi, author of Never Eat Alone, will speak on Changing Behavior Towards the Customer Experience.  His insights on helping others and ourselves break bad habits will be helpful in our personal and business lives.   Ferrazi, son of a steelworker and a cleaning lady, developed the practice of connecting with others that helped him earn a scholarship to Yale, a Harvard MBA and top executive positions.   His principles are based on generosity & genuine relationship-building.  As you attend the Total Conference, a few key principles to follow are:  

  • Don’t keep score:  It is never simply about getting what you want.  It’s about getting what you want and making sure that the people who are important to you get what they want, too.
  •  “Ping” constantly:  The Ins and Outs of reaching out to those in your circle of contacts all the time – not just when you need something.  
  • Never eat alone:  The dynamics of status are the same whether you’re working at a corporation or attending a social event – “invisibility” is a fate worse than failure.   

Each day there are opportunities to follow thought-leaders on the topic of Factoring Empathy into the Stakeholder Equation.  Amazing speakers are on the agenda and you will have the opportunity to not only connect with the experts but determine your own strategy for exceptional customer experience.  Learn from my personal experience and set the intention to never eat alone but to create relationships with attendees and experts.  

Download the brochure for more information: http://bit.ly/1idxeUe 

Day 1 Keynotes – It’s all about people!

Three powerful keynotes on Day 1 – and it was all about people.

Relationships between you and other people as the key to your personal and professional success.

Managing by knowing your people, really knowing them, not just by the numbers.

And telling stories to people as a way to achieve your goals – starting off with your own.

This last point brings me full circle back to last night at Kevin Carroll’s talk. What made that so powerful was the simple truth that his story is his life’s work. Telling it is what he does and in so doing he motivates others to pursue their passions.

There is clearly a theme running here in our keynotes!

Now back to today this morning.

First off was Keith Ferrazi, author of Never Eat Alone (which based on the line after his talk we now all have a copy) who found in a way to get us all talking to total intimately to total strangers. Sure we were only practicing, but he drove home through these exercises how superficial our interactions often are and how we need a different way of being in the world if we are to build mutually beneficial lasting relationships. As you really don’t get anything done in this world alone, everything requires other people to help you do it. Keith smashed our paradigm of the business relationship helping us to see we need personal relationships at work.

Keys to building those relationships?

  1. Don’t wait for relationships to happen – be intentional about building them
  2. Get out of your own way – letting go of behaviors that are barriers to true intimacy
  3. Be authentic – be present for others – not just for the sake of connecting
  4. Be vulnerable – encouraging others to tell it like it us, not just what we want to hear

I was truly moved by his idea that our job is to walk around the world and produce an environment that invites people in…and that to do that we need to find something in everyone we talk to that we can care about and also how we can help them. I sensed a lot of us left his talk wondering if we are up to that challenge.

By the way, I was a circle (other choices were triangle, squares and z’s). Which were you? And was that a bunch of Z’s I saw partying late last night in Downtown Disney?

Next up was Joe Torre, known to anyone who knows anything about baseball as one of its most winning managers and known to Boston Red Sox fans (like me) as one scary dude. What was always so scary about Joe was the calm way he sat in the dugout, nothing ever seeming to phase him, as if he knew his team would find a way to win. And they usually did.

Joe kept his message simple – It’s about people. Managing by the numbers has become all the rage in Baseball, but in the end it comes down to people. A hitter facing a pitcher. An outfielder going for a ball. Baseball is a stange sport that features team play – one player at a time.

Torre emphasized how over the years he worked to make this paradox clear to his players – that if they wanted to to win they need to ignore their individual stats and focus on the only numbers that matter – wins and losses. Each day he urged his players to think of what they needed to do better to help the team. Little things, he noted, like getting high paid stars to run faster to first place – can make the difference in a tight ball game. And that means every player has to come to play every single day – you win or lose as a team.

Then we heard from Peter Guber – one of Holllywood’s most successful producers (my favorite Guber flick was the Tim Burton production of Batman) – telling us the simple truth that people were born to tell stories – that throughout our prehistory that is all we could do – no writing, just orally conveyed information. This ability Guber explained is in us and is ready to be tapped as a tool we can use to accomplish our goals.

Telling great stories – important – got it. But how you do that?

Well, Peter explained, it’s MAGIC:

Motivating your
Audience to achieve your
Goal
Interactively with great
Content

Echoing strains we heard from Carroll and Ferrazzi, Guber suggested we start by connecting better with our own stories, learning to tell them, connecting them to what we passionately want to achieve, using them as a motivating force for others. We also should take care to let negative aspects of our personal story get in the way of us achieving our goals.

He challenged us to think of our customers as an audience. Our job is not just to satisfy them or handle their complaints – it is to provide them with a great experience, to engage them emotionally. This reminded me of Disney’s mantra – “we make magic happen every day.”

Guber urged us to bring the audience into the production, use artificacts passed around the circle to engage them in the telling of the story. What story? Whatever story we need to tell to close the deal, win the case, make change happen in our company, convey to customers what our brand really means. He closed imploring us to think of the story at the heart of what we are trying to achieve. “It’s the holy grail.”

A great morning – many stories to tell – and they’re all about people!!!

Speaker Profile: Keith Ferrazzi

With the North American Conference On Customer Service approaching, we would like to introduce you to the speakers we will have at our event. This year, NACCM will take place from November 16 ‘ 19, 2008 in Anaheim, California at the Disneyland Hotel. Today, we’d like to introduce you to Keith Ferrazzi. Keith Ferrazzi is currently the CEO of Ferrazzi Greenlight, and author of ‘Never Eat Alone: And other Secrets to Success, One Relationship at a Time’. Keith Ferrazzi received his bachelors degree from Yale, and his MBA from Harvard. Since then he has been given many accolades for his formula on success through relationships. Forbes and Inc. magazines have both nominated him as one of the worlds most ‘connected’ people. One of his achievements include, being the youngest chief marketing officer in the Fortune 500, which led to a Stanford Business School case study regarding his success. Recently Keith Ferrazzi was interviewed by this blog. When asked about his popular presentation, he stated that ‘Relationship for revenue growth he mentioned that ‘It’s the power of relationships that can help you grow your company’s success ‘ whether by connecting with new markets, developing new products, or increasing productivity. Having great products isn’t enough anymore on its own. You also need the ability to bring unique value to the relationships you have with your clients, beyond the business transaction.’ As previously mentioned Keith Ferrazzi is author of ‘Never Eat Alone: And Other Secrets to Success, One Relationship at a Time’. He also maintains a blog that is a discussion forum regarding his philosophies. To learn more about him, visit his website, or his company website Ferrazzi Greenlight. For another preview on Mr. Ferrazzi enjoy the video below. Also stay tuned for an exclusive webinar by him coming in September. We invite you to come see Keith Ferrazzi at NACCM as he presents on Tuesday, November 18th, Relationships for Revenue Growth. Be sure to look for another speaker’s profile next week.