Author: JoAnna Brandi
This year I had the honor and pleasure to present my newest workshop, "Power UP Performance: Linking Employee Happiness to Customer Happiness" at the North American Conference on Customer Management. That was fun, and I love teaching it, but the real treat for me was going to the other sessions and learning from some of my idols. Here is what I learned from three presenters....
This year I had the honor and pleasure to present my newest workshop, "Power UP Performance: Linking Employee Happiness to Customer Happiness" at the North American Conference on Customer Management. That was fun, and I love teaching it, but the real treat for me was going to the other sessions and learning from some of my idols.
My only challenge is keeping this short (while still delivering the value I intend), but I'll do the best I can!
From Fred Reichheld (undisputed "high priest" of the loyalty religion):
Loyalty leaders consistently have lower costs
Loyalty leaders grow 2 times the rate of their competition
Loyalty leaders can transform economics
Here's an example of that. Chik-Fil-A, the fast food chicken chain. According to generally accepted accounting principles they shouldn't even exist. They are a $2 Billion enterprise with over 1,000 stores. Their turnover is only 5%, average tenure is 20 years. They pay 3 - 4 times more that the other fast food chains. They are closed on Sunday. Their average store manager makes $170,000 a year. Oh yeah, they are profitable.
Need more evidence of others that are transforming the economics of business through loyalty: Enterprise Rent a Car, Costco and Harley Davidson.
His latest book is "The Ultimate Question." He says the only question you need to ask on your surveys is this one - "On a scale of 0 - 10 how likely are you to recommend us to a friend or colleague?" If you must ask another let it be this one "What's the primary reason you gave us that score?"
His latest work is controversial, as you can imagine. The conversation was terrific!
From General Colin Powell (and yes I did get to meet him personally and shake his hand - what a lovely man! )
Leaders at all levels need to convey a sense of purpose, mission and vision - the what it is we're all about. Leaders need to articulate the reason we exist. Leadership is about followership.
It's the leader's job to inspire people so that people are SELF-motivated (do you see why I just love this man?)
Take care of your troops (followers), train them, give them the tools, skills and equipment to get the job done. Then recognize them and reward them.
Good followers are watching those who are not good followers (not doing their job) and they wait for the leader to notice. Unless you are willing to "prune," you'll lose your good followers.
The essence of leadership is the condition of TRUST.
New leaders need to value what came before, take time to gain confidence, create a bond. With the bond, you can create change. Ask 'What's going on in your life? What are you fears? How can I help you?
Wow! Did I mention I really really like his theories on leadership?
Chip Bell - after 16 books on customer service, and some of them with the word "love" in the title, he's another one of my heroes. He talked about what it takes to create intensely "Devoted" customers.
Herewith:
Engagement: Make dramatic listening a priority. Listen and respond in a way that says "You're important"
Enlistment: Help the customers feel like partners - create an inclusive culture
Enlightenment: Hardwire wisdom into the experience - customers are devoted to organizations that help them learn, make them smarter
Empowerment: Achieve it through consistency - the empowered customer feels in control, confident and secure
Enchantment: Make the experience magical
Entrustment: Trust the customer and make sure they can trust you back. Learn recovery.
Endearment: Connect it to the passion. The ways in which we let the customer know how much we really care.
And there you have it! My favorite "keepers" from the last show.
Copyright 2007 by JoAnna Brandi. Used with permission.