Employee and Customer Engagement

Best Practices in Employee and Customer Engagement

Employee engagement is about creating an environment where employees know their thoughts and actions and valued. They are trained and educated on a regular basis to maintain their professional development. They are committed to the values and goals of their company and are motivated to do their best each day. What does this have to do with customers? A confident employee makes for a very satisfied customer. Read more below.

Customer Experience begins with a clear strategy

Do you have a clear direction?

Asked differently: If I ask three members of your team to give me your customer experience strategy, will I get the same answer?  If the answer is yes, you have an unusual level of clarity – congratulations!  If not…

Fifteen years ago I was tasked to create a new business practice at ExecuTrain – providing training to IT professionals.  I laid out a clear strategy, telling my team how we were going to be first to market to beat the competition by offering classes that they didn’t yet have.  My team was excited about the opportunity.  That is, until that evening at our all staff meeting.  That’s when our CEO introduced our program to the company and told the staff that our strategy was to be fast followers.  We would let the competition try all the new classes, and we’d follow up with those that were successful.

Clearly, the team was confused.  Which was it?  In this case, they had two different leaders with opposite directions.  Which was correct? It’s like they were in a boat with kids that each tried to go in a different direction.  And we went nowhere fast! Read more

What a Ramen Noodle Shop Can Teach You About Customer Experience

Do you celebrate your best staff?  And do you do it publicly? Here’s a group that serves as a great model.

We always drive to the family cabin in Maine.  This year we stopped by Toronto on our way home, and I let my daughter Becca determine our itinerary for our half-day visit.  Becca has loved travel since the day she was born, so naturally she chose to take us to Chinatown.  As we wandered around we found this fantastic Japanese Ramen restaurant, Ajisen Ramen.  I highly recommend  a visit, as both the food and staff were excellent. But this isn’t a travel or restaurant blog.  What can we learn about customer experience that can apply to call center managers, grocery store leaders, travel agents or other customer experience pros?

What struck me most was Ajisen’s approach to their customer satisfaction survey.  Rather than asking a 5-, 7-, 10- or 11-point rating of satisfaction, loyalty, likelihood to recommend, etc., they do something different. Instead, they ask you to vote for the Best of the Best among their staff.  Check out their questionnaire.  They also promote the program through the poster at the entrance to the restaurant.

Read more

Join Jim at Mindsurf!

I’m pleased to announce that I will be the keynote speaker at this year’s Mindsurf conference.  Join me as we discuss From People to Profits: The Business Case for Employee Engagement.

We will walk through not only the business case, but also three very concrete steps that you can take to improve employee engagement at your organization.  The official description:

Employee Engagement is not just a feel-good program. Companies are seeing significant productivity and profitability gains through building a culture of engaged employees, as reported by Gallup, Towers-Perrin, Hay Group and others. The worst economic downturn in decades left many employees afraid to leave their jobs. Now that the economy is loosening up, experts warn we may see increasing turnover as employees leave for greener pastures. How will you keep your best people? This session will focus on best practices to engage employees, including the ROI of engagement and how you can get started at your company tomorrow.

I hope to see you there!

Case Study: Personal Customer Connections + Employee Empowerment = a Great Customer-Inspired Experience at Davanni’s

“We pretty much let our employees and customers decide what’s on our menu.”

That’s a great example of the philosophy that has led to long-term success at Davanni’s, a Twin Cities pizza and hoagy restaurant. While their local focus and fun atmosphere are definitely part of the mix, it is the extreme efforts to keep fresh with customers and employees that really drive their results.

Davanni’s has 21 locations throughout the Twin Cities. They have been in business for 37 years, featuring family-friendly food on the lower end of the cost spectrum. I originally asked to interview them about their experience with Coke’s new soda machine. But I ended up discovering the best example I’ve found of a company trusting their strategies to their customers and front-line employees. This story is a great example for any industry. Read more

Tekserve: A Blueprint for a Great B2B Customer-Inspired Experience

“Our job is to make our customers look good to their bosses.” 

That’s the philosophy of Tekserve, an Apple retailer and IT services provider in New York City, as articulated by Director of Marketing Jazmin Hupp.

Imagine that you are a long-time Apple retailer and supplier, and then Apple builds their flagship store just two miles from you, then four more just as close. Some might find it time to close up shop. Instead, Tekserve used the challenge as an opportunity to refocus on their customers. Their reward? Consistent growth, being featured in the Crain’s New York Business Fast 50 and the Computer Reseller News’ 2012 Solution Provider 500 list, which ranks the top technology integrators in North America.

Tekserve doubled-down on the service surrounding Apple’s products, particularly for businesses.  Almost 2/3 of their revenue comes from B2B relationships, where they are far nimbler than Apple. Much of their work involves integrating Apple products into existing networks, including wholesale conversions from PCs to Macs.

Tekserve credits their growth to three main areas of focus: Read more

The #1 Tool to Engage Your Customers

Note:  This post was originally listed at Annette Franz’s blog at http://cxjourney.blogspot.com/.  If you aren’t subscribed to her blog, you really should consider it!

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You’ve gathered your customer insights and made the changes. Your website is streamlined and easy to use. Your add-on services are perfectly aligned with customer needs. You have invested in the finest training for your employees. Your IT upgrades ensure that your staff has up-to the-second information at their fingertips.

But somehow nothing is changing. Your sales are flat, and your customer experience scores are static. What’s wrong?

Tell me, how good are your line managers?

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The employee-customer interaction is where the magic happens in almost any service-based business. Whether renting a car, shopping for groceries or eating out, the customer-facing associate makes the difference between a ho-hum experience and one that brings you back for more. Read more

Experiment Your Way to Growth

 

High-growth companies discover their opportunities differently. They certainly use strategic planning and analytics, as do most of their competitors. But at their core, they do something else.

Babson Executive Education asked companies their top method to find revenue or cost savings opportunities, then compared that to their growth rates. Whereas low-growth companies tended to favor analytics or strategic planning, over half of high-growth companies focused on experimentation, as shown in the chart on the right.

High-growth companies understand that they can spend endless time debating the latest market research and its implications. They can get teams together for strategic planning off-sites. Or they can leverage the power of their people to quickly experiment to find the best opportunities. Market research and planning are important. But it is the action implicit in experimentation that drives growth. By moving to a culture of experimentation, you can be in your third iteration of an idea before your plodding competitors move the idea out of their planning processes. Read more