Wow Your Customers: 3 Keys for Delivering Great Customer Service. The term “customer service” evokes different images in people’s minds.
One image could be that of friendly, smiling, helpful employees who go out of their way to serve you. Or it could be the opposite – indifferent, unfriendly employees who can’t wait for you to leave or hang up the phone. Most people can recall many examples of poor customer service. Whether it’s the help desk employee that puts you on hold for 20 minutes or the store cashier who engages in a personal conversation instead of ringing up your purchase, poor customer service can make people feel frustrated and vow never to do business with that company again.
On the other hand, great service feels like a gift. Several reasons why customers defect from a company exist. With every two out of three customers citing poor customer service as a reason for leaving, what can your company do to achieve customer loyalty? No matter what industry you’re in, chances are that you interact with customers at some level. Take Action Now. Your Corporate Culture's "Artifacts" - What Would Indiana Jones Say? Archaeologists live for artifacts.
As they unearth these fragments of the past—a shred of fabric, a silver pot, a crumbling wall, an ancient writing—they slowly begin, piece by piece, to build their understanding of a culture long gone. These artifacts are keys to the past. Without them, we know little—or nothing at all—of the people who preceded us. With artifacts, however, we come to understand the beliefs, values, customs, and behaviors of these people. In short, we come to understand their culture. As any archaeologist will tell you, artifacts are essential in understanding culture. I’ve always thought it would be exciting to go on an archaeological dig.
Alas, the closest I’ve come to experiencing an archaeological dig was through watching Raiders of the Lost Ark. For that is exactly what artifacts are—cultural keys. Corporate Culture or Corporate Wish Just as the Egyptians and other ancient civilizations had unique cultures, your business has a culture. “What about stories?” How? The Death—and Reinvention—of Management: Part 1. I have prepared a synthesis of the thinking in a whole host of recent management books that propose the reinvention of management, including: Reinventing Management by Julian Birkinshaw, Reorganize for Resilience by Ranjay Gulati, The Power of Pull by John Hagel, John Seely Brown and Lang Davison, Delivering Happiness by Tony Hsieh, Peak by Chip Conley, Employees First, Customers Second by Vineet Nayar, Drive by Dan Pink, The Design of Business by Roger Martin, The Dragonfly Effect by Jennifer Aaker and Andy Smith, Empowered by Josh Bernoff and Ted Schadler, Open Leadership by Charlene Li, Enterprise 2.0 by Andrew McAfee, Succeeding with Agile by Mike Cohn, Buy-In and A Sense of Urgency by John Kotter, as well as my own book, The Leader’s Guide to Radical Management.
While doing full justice to none of the books individually, the article draws out the common themes in all of the books so as to make this stream of thinking more accessible to a broader audience. 1. 2. 3. Ron Kaufman - The Secrets of Superior Service (Part 7) 6 Ways To Create A Culture Of Innovation. Every organization is designed to get the results it gets.
Poor performance comes from a poorly designed organization. Superior results emerge when strategies, business models, structure, processes, technologies, tools, and reward systems fire on all cylinders in symphonic unison. Savvy leaders shape the culture of their company to drive innovation. They know that it’s culture--the values, norms, unconscious messages, and subtle behaviors of leaders and employees--that often limits performance. These invisible forces are responsible for the fact that 70% of all organizational change efforts fail. Here’s how to influence the soft stuff. 1. Most corporate visions and missions sound alarmingly alike: Become the #1 provider of blah, blah, blah. The goal: Frame the way you want to change the world, and make it about the customer. DrivingLongTermEngagementThroughaHighPerformanceCulture08.pdf. Building a winning culture - BB_Building_winning_culture.pdf. Orgculture.pdf.