Tag Archives: TotalCustomer

Employee Recognition Programs Energize and Strengthen Customer-Centric Organizations

Photo by paul bica


“The deepest principle in human nature is the craving to be appreciated.” – William James, psychologist and philosopher
Customer-centric companies know how important it is to reward and recognize their employees. If employees feel appreciated, then they are able to effectively and consistently show appreciation for customers.
During the Total Customer Experience Leaders Summit (TCEL), Janet LeBlanc, President, Janet LeBlanc & Associates Inc., showed how employee recognition programs are fundamental to the success of a great customer experience program in these three areas of impact:
  1. Employee: Recognize employees as part of the process of developing customer solutions
  2. Customer: Reinforce the ideal customer experience – intentionally
  3. Enterprise: Reward organizational improvements and create a customer-centric culture
Recognition practices are provided to acknowledge or give special attention to employee actions, efforts, behaviors and/or performance and contribute to organizational success. Recognition should be:
  • In the moment
  • Appropriate and in context
  • Tied to employee’s perceived value
  • Individual and team based
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.

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.

The Crazy Ones: How to be a Leader that Inspires Creativity and Innovation

Photo by paul bica
 
My job is not to be easy on people. My job is to take these great people we have and to push them and make them even better.’ – Steve Jobs, Apple, Inc.
 
Many companies are striving to achieve Apple’s level of creativity and innovation, but they don’t have the type of culture and leadership to support this goal.
 
Stephen Gates, VP and Creative Director, Global Brand Design, Starwood Hotels & Resorts Worldwide, presented “The Crazy Ones: How to be a Leader that Inspires Creativity and Innovation” at the Total Customer Experience Leaders (TCEL) Summit in Miami, Florida. Here are the seven characteristics of leaders vs. managers he shared:
 
  • Execution vs. leadership: Managers think that anyone can lead a team. Leadership isn’t telling people what to do. Leaders empower them to find their own solutions and embrace their own process.
 
  • Status quo vs. beliefs: Managers believe in the status quo of doing things the way they’ve always been done. Leaders know that having beliefs gives your team something to rally around and it creates an identity.
 
  • Best practices vs. real insights: Managers think they will find innovation in studies, conferences, and consumer research, but they keep you at the same level as your competition. Leaders know you have to look beyond shared knowledge and have your team spend time finding unique perspectives.
 
  • Execution vs. ideas: Managers have deadlines. Leaders have ideas. Deadline-driven groups are a commodity. Idea-driven groups are a critical asset.
 
 
  • Words vs. actions: Managers are all talk with little to no follow through. Leaders value actions over words.
 
  • Emotional deafness vs. self-awareness: A lot of leadership has nothing to do with your team and everything to do with you. Leaders take time to understand how their teams work. People need to feel inspired, invested and protected to do their best work.

  • Good vs. great: Managers do good work. Good work is a compromise. Leaders understand that good work is the single greatest threat to great work. Great work is born out of passion, investment and attention to detail and creates a culture of dedication beyond reason.

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.

    Create Authentic Brand Identities Through Storytelling

    Photo by paul bica

    I believe in the power of storytelling and you should too. Why?

    There are many examples of how great storytelling evokes emotion, which causes your customers to take action. Here are just a few that I’ve written about recently:

    Ready to learn more? Here are some key resources to help you get started:

    If creating authentic brand identities through storytelling sounds intriguing to you, be sure to join Daryl Travis, CEO for Brandtrust, at the Total Customer Experience Leaders Summit this week in Miami, Florida as he presents “Using Emotional Energy to Make Your Customer Experience Programs Easier, Faster and Smarter.”

    There’s still time to register! Go to www.iirusa.com/totalcustomer for details.Stay connected with TCEL:

    • 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.

      Generational Marketing: To Know Them is to Engage Them

       Photo by paul bica


      ‘It’s hard to give truly superior service if you don’t know who you’re talking to and what really matters to them.’ ‘ Kelly Mooney, author of The Ten Demandments

      Who are your customers? What do they like? What don’t they like? If you don’t know the answers to these important questions, then you don’t know your customers. To know them is to engage them, and to engage them is having customers for life.

      Knowing your audience is especially important when trying to target content to various generations in the marketplace and in the workplace. During next week’s Total Customer Experience Leaders Summit, Kassandra Barnes, Research & Content Manager, CareerBuilder.com, presents ‘Mastering the Mindset of the Millennial Candidate.’ You’ll learn how to harness the knowledge and skill set of Millennials, the first generation to grow up digital.

      In the meantime, check out these helpful articles on how to effectively market to the millennial generation to build meaningful and long-lasting customer relationships:

       


      To learn more about TCEL and register, go to http://www.iirusa.com/totalcustomer. Stay connected with TCEL:

      • 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.

       

        How to Recognize Your Employees through Storytelling

        Photo by paul bica


        “People may take a job for more money, but they often leave it for more recognition.” – Dr. Bob Nelson, best-selling author and motivational speaker

        According to Total Customer Experience Leaders Summit (TCEL) session speaker Janet LeBlanc, “Customer-centric companies know how important it is to reward and recognize their employees.” Creating a relevant story with the employee at the center of the recognition goes a long way to unlock higher performance and engagement.

        A story that lacks a unique perspective will create the opposite effect as described in “How to Ruin an Employee’s Big Moment” by Jeff Haden.

        Great recognition uses great storytelling as its foundation. Learn how to effectively recognize your employees in “Transforming Company Culture through Storytelling” by Darcy Jacobsen.

        Join me in Miami next week (April 9-11) for TCEL and hear more about employee recognition from Janet LeBlanc during her session, “Employee Recognition Programs Energize and Strengthen Customer-Centric Organizations.”

        To learn more about the event and register, go to http://www.iirusa.com/totalcustomer.

        Stay connected with TCEL:

        • 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.

          Build Customer Relationships that Matter through Social Media

          Photo by paul bica
          As a follow-up to my post last Friday, ‘What Your Customers Say When You Don’t ‘ or Won’t ‘ Listen,’ I encourage organizations that want to learn how to effectively engage with their customers on Twitter to read ‘How to Network with Influential People Using Twitter’ by Jason Kosarek.

          This article offers guidance on fostering relationships to increase your customer reach and to build a strong and engaged customer community: 

          • Find the Influencers in Your Current Network
          • Know Your Competitors’ Connections
          • Search for Influencers in Your Niche
          • Follow and Interact with People on Twitter
          • Set Up Alerts to Track Where Your Influencers are Mentioned or Post Online
          • Add Value Outside of Twitter

          If you’ve been thinking about joining the conversation on Twitter and listening to what your customers are saying about you, now’s the time. To take it a step further, don’t miss these Total Customer Experience Leaders Summit sessions about building customer relationships that matter through social media:

          • The Future of Social Business, Richard Margetic, Director, Global Social Media, Dell
          • Move Brands Faster and Longer in the Social Media Era, Nestor Portillo, Director, Social Communities and Customer Experience, Microsoft
          Join Richard and Nestor at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, go to www.iirusa.com/totalcustomer

          Stay connected with TCEL:

          • 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, TwitterGoogle+, and on her website at www.starrybluebrilliance.com.

          What Your Customers Say When You Don’t ‘ or Won’t ‘ Listen

           Photo by paul bica
           
          ‘When we are listened to, it creates us, makes us unfold and expand. Ideas actually begin to grow within us and come to life.’ ‘ Brenda Ueland, 20th century American author
          Ideas are the foundation of success. This timeless concept was best expressed by a Deutsche Bank advertisement in the Wall Street Journal, April 2001 that proclaimed: ‘Ideas are capital. The rest is just money.’
          Listen to your customers. They are trying to tell you how they want to be served and how they want to engage with you. Their ideas will support your organization’s continued success and will lead to increased levels of customer engagement and loyalty.
          If you’re not listening to your customers, they will find someone who will. The article, “We deliberately ignore customers who contact us via Twitter’ by Philip Calvert, Social Media Sales Strategist, shows how an unengaged company culture can negatively affect the trust and credibility of an organization.
          This example clearly demonstrates the importance of having a company culture that empowers and engages employees, who are the ‘key to delivering your customer’s experience’ according to Total Customer Experience Leaders Summit (TCEL) keynote speaker Peter Neill, Former Chief Customer Officer, Level 3 Communications.
          To take it a step further, Kerry Bodine, VP and Principal Analyst, Customer Experience Research Practice at Forrester, will lead a TCEL session that will show how ‘customers’ perceptions have a profound impact on business metrics.’
          Want to hear more from Peter and Kerry on customer experience in person? Join them at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, go to www.iirusa.com/totalcustomer
          Stay connected with TCEL:
          • 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.

          A New Twist on Storytelling: The Cleveland Clinic Empathy Series Continues

          To follow-up on my post “The Critical Element Missing from Your Customer Experience Programs,” here is the next video in the Cleveland Clinic empathy series. ‘You’ll be moved by these life-changing stories, and astonished when you learn what these patients have in common.’

          Cleveland Clinic’s Empathy Series Continues ‘ Patients: Afraid and Vulnerable

          If the video doesn’t appear, you can view it at http://youtu.be/1e1JxPCDme4

          This year’s Total Customer Experience Leaders Summit (TCEL) focuses on ‘Return on Relationships: Factoring Empathy into the Stakeholder Equation.’ Here are just two of the many TCEL sessions where you’ll “discover the emotional drivers that are critical in creating an effective customer story and how to factor empathy into the bigger equation to get a return on customer relationships:”
          • ‘Bringing Empathy into Your Organization,’ Crystal Collier, CEO, Tarp Woldwide and Dan Hill, President, Sensory Logic
          • ‘Empathetic Marketing for Total Customer Experience,’ Mark Ingwer, Ph.D., Founder, Insight Consulting Group

          Want to learn more about customer experience from Crystal, Dan and Mark in person? Join them at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, go to www.iirusa.com/totalcustomer.

          Stay connected with TCEL:

          • 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.