How we can measure physical interaction to better understand customer attention.
Corporate & Business Strategy Planning / Execution in the Post Industrial, Digital Economy. Want to know more? Visit me on LinkedIn: www.linkedin.com/in/karlwabst/
Curated by Karl Wabst
Nearly 20,000 deals worth $2.2 trillion have been announced so far this year, approaching pre-financial crisis levels.
It is evident that not everyone is running scared anymore. Risk appetites are up. This may be good news.
How you feel likely depends on whether you are on the M or A side of the M&A experience.
Asking questions, and learning about your client, is one of the best ways to build client relationships, increase sales and gain client loyalty.
I started using the Mackey 66 back in the 1990's. It originally appeared in his book "Swim with the Sharks Without Being Eaten Alive: Outsell, Outmanage, Outmotivate, and Outnegotiate Your Competition."
If you are new to CRM and customer profiles look at the questionnaire.
If, like many people I speak with you think customer profiling is a new concept, check out the questionnaire and read Harvey Mackay's book.
You may be surprised at how wrong you were. The good news, there is a lot you can do to improve sales even if you do not have access to an expensive CRM package.
Make sure to take proper steps to keep the information in customer profiles confidential. Knowing your customer provides you with the ability to gain some competitive advantage. Do not just give that away.
Your customers will not appreciate you sharing the details with others they did not entrust with it.
You know those guys with the clipboards and checklists? Those annoying folks who drone on about compliance and procedure? Those sticklers who find reasons why things can’t be done? Every large institution has them.
Process nerds please pay attention. You know who you are.
Engage and empower front line workers who have to use your process. Your customers will thank you.
Get out and listen.
The most vocal critics say that HR managers focus too much on “administrivia” and lack vision and strategic insight. Five smart moves that will help.
HR is aware of the perceived lack of its contributions. Some are evangelizing change from within its own ranks.
For an HR Professional point of view, read “The Rise of HR: Wisdom from 73 Thought Leaders: Essential Reading About Our Changing Profession.”
Legaltech West 2015 panel will discuss the growing prominence of wearables, the Internet of Things and how they're likely to affect the practice of law.
While the future is bright for these technologies, the collection and use of private information is never without its legal pitfalls.
Each ending sparks a new beginning. One battle is won. What may lie ahead?
Today's SCOTUS decision on gay marriage may have unexpected consequences.
How might the decision affect unmarried couples - gay or straight?
This could be the next front in the battle of benefits for how Americans actually live today.
Active listening not only facilitates effective communication, but it also enhances rapport!
Active listening goes beyond just listening and parroting back what was said.
It is taken from a branch of psychology called Humanism. Many of us know Maslow's Hierarchy of Needs. Maslow was a humanist. Carl Rogers was another.
Humanism has a different approach than Behaviorism and Psychoanalytic schools.
If we understand more about its roots, we can use active listening as more than a technique to generate a sale.
Active listening helps you connect with the person to generate higher customer lifetime value.
Building consumer awareness, desire & knowledge about how to protect your accounts is only part of the solution.
Organizational behavior change is also necessary.
What can consumers do to promote change?
Take back the power. Do not settle for feeling like a victim. Get proactive.
Share your experience. Tell your story on social media. Name names of companies, if you can. Credit card companies often will not tell you who was responsible, even if they know.
Write your representatives and tell them you plan to vote for candidates who will demand more transparency for consumers. Get out and vote!
Do not assume it is not your problem because your credit card company limits your loss to $50.
We all pay higher fees because of credit fraud. Complacency only ensures the story will not change.
Fight for a change.
After some public back and forth over the weekend, the question now becomes if Swift's hit album will actually make it on the new Apple service.
Perhaps Apple doubted that customers have a new level of power and voice routed directly through social media. Swift and her Swiftees would not let Apple shake it off.
The new social learning combines social media tools with a shift in organizational culture—a shift that encourages ongoing knowledge transfer and connects people in ways that make learning enjoyable.
Here is your executive cheat sheet to social learning.
Companies may be targeting their recruiting resources at the wrong people, according to new research.
Are recruiters looking for love in all the wrong places? Given the uncertainty of the economy over the last decade, it is wise to know what your options are. Passive candidates may not be such a catch after all.
Leaders need to use more vivid imagery to communicate their vision for the future.
If you want to lead people into the future, show them what that future looks like, how they will feel and even how it smells.
Remember to paint them a picture. Do not rely on words.
People see, feel and then change. This is true, even if the picture is all in their minds.
You can build a map following high-quality design principles, or use smiley faces. You can make it an engaging work of art, or scribbles on a napkin. But, ultimately, what matters most is the content, and the integrity of the process used to compile it.
Help employees see their company through the eyes of current, potential and past customers.
Employees and executives can go through life and rarely speak with a customer.
Working layers deep in the corporate structure insulates and isolates us from the reactions customers have when they hear our company’s name. That is not good for careers or consumers.
Bring the voice of the customer inside so they are heard loud and clear. Remind everyone why they have a job. It's the customer, stupid!
In today’s social economy, it pays to measure your share of the customer’s heart, not just your share of their wallet.
Today, recruiting looks more like marketing than hiring. It’s about creating a brand that gives candidates a reason to pursue a career at your company. You have to sell to candidates through modern channels and messaging.
Some of the people calling themselves recruiters always amaze me.
Not a week goes by that I do not get a call from a recruiter with a very old (8 - 15 years) copy of my resume. Sadly, they think it is current.
Their company bought it from some vendor selling leads. Sad. They were ripped-off.
During our conversation, I ask if they are on LinkedIn. It is in my best interest to get them connected to places where candidates live.
Inevitably, the answer is something like "I haven't checked LinkedIn for candidates" or "I only use the company database."
Recruiters please don't let this happen to you. You have to fish where the fish are. That is, if you want to feed your family.
Industries ranging from theme parks to sports venues are amplifying the customer experience by diving deeper into data and mining insights that are timely and add value.
Now is the time to identify and invest in high potential candidates and employees that get both business and technology.
Why, you ask?
Can your company afford a technology department that does not understand the business?
Invest in employees with the potential to be more than support staff.
Your technology and the people that run it are becoming an integral part of the consumer experience.
Is Human Resources experiencing an identity crisis? As corporate America explores its values, HR departments are increasingly called upon to deploy legal
HR should be more than a legal prophylactic. The employee’s experience directly influences the customer’s experience.
HR execs need to reclaim some of the energy and cachet that used to surround the field, for the good of their companies.
Does Human Resources matter anymore? If HR is not the guardian of corporate culture, then who owns it? First, HR must understand more about IT. Some in IT must understand more about HR.
Customer experience leaders can make a big impact in their business operations
I was glad to see a CRM publication talking about customer experience, change and business operations. These are some of my favorite topics.
I have to take issue with their association to change management rather than leadership. Management and change do go together but the connection is weak when compared to that between change and leadership.
Change management is about control, not the inspiration that defines a new vision and propels the organization and its people forward. This quote should give you the basic idea.
“There is a difference that is very fundamental, and it’s very big, between what is known today as “change management” and what we have been calling for some time “change leadership.” The world basically uses change management, which is a set of processes and a set of tools and a set of mechanisms that are designed to make sure that when you do try to make some changes, A, it doesn’t get out of control, and B, the number of problems associated with it—you know, rebellion among the ranks, bleeding of cash that you can’t afford–doesn’t happen. So it is a way of making a big change and keeping it, in a sense, under control. Change leadership is much more associated with putting an engine on the whole change process, and making it go faster, smarter, more efficiently.”
For more on this important point read the article "Change Management vs. Change Leadership -- What's the Difference?” http://www.forbes.com/sites/johnkotter/2011/07/12/change-management-vs-change-leadership-whats-the-difference/
In today’s volatile world, change happens at an increasingly fast pace. Many of us learned about John Kotter’s 8 Stage Change Process while we were in college or after hiring a management consultant. If you were sleeping during class, the framework is explained here
I can already hear some of you grumbling. That Kotter thing is an old idea. His original book, Leading Change, came out in 1996. Times have changed! The Internet has changed everything!
To you, I say Bravo! You are right. Skip ahead to 2014 and read “How Have Kotter's Eight Steps for Change Changed?” http://www.forbes.com/sites/johnkotter/2015/03/05/how-have-kotters-eight-steps-for-change-changed/
The new 8 step process is summarized here http://www.kotterinternational.com/the-8-step-process-for-leading-change/.
Let me know what you think!
There is a growing generational gap in how diversity and inclusion are defined; Millennials say it is about ‘cognitive diversity’ not representation.
Marketing hype is the normal state of affairs today. Do not freak out. Read. Learn things! Look past the hyperbole.
There is significant information here. It is doubtful that it will rock your world if you have not spent the last 20 years living under a rock or living in Iraq.
Listen to millennials today; they are the voice of the future. I will need to see more about the methodology before I am convinced that the sky is falling.
Many of the ideas here seem a natural extension of a generation raised by parents who once thought they were going to tear down the walls of government.
The next step in breaking down barriers seems more evolution than transformation to me.
Have you ever been sitting in a meeting after a successful deliverable and have the main focus be on what went wrong or it can change/improve for the next
Think about this over the weekend. In your company, have you been at more postmortem meetings or celebrations? Which motivates you more?
In some companies, employees get more attention when something dies than when they bring something to life.
That’s just doing what we expect from employees. How sad.
Make it part of your culture to Celebrate!
The customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. To consistently differentiate your customer experience, you need to transform your culture.
We have all had a bad customer experience. Some companies blame rogue employees. Others see it as a leadership challenge.
One solution is to track everything an employee does and says. They put in a lot of controls and technology to keep employee honest.
Another solution is to change the organizational culture. They put in a lot of effort to develop leaders that inspire and motivate employees to engage.
The solution you choose says a lot about your company. It says a lot about how you view people.
Ask yourself. How do you feel? The company you would you rather work? Which company you would rather do business with?
This debate has been raging for many years. Read more about Theory X and Theory Y. Why does it matter to you? http://www.mindtools.com/pages/article/newLDR_74.htm
Practicing empathy can be difficult, because you have to step outside your comfort zone to understand someone else’s point of view. But it’s essential to exercising influence.
In the technology age, we train employees to see, analyze and then manage change.
To improve customer experience and loyalty, try this instead. See, feel and then lead change.
Treat customers how they want to be treated, not how you want to be treated.
Now that we’ve got you thinking about your own skills and competencies, we’d like you to next begin thinking about how you can use this knowledge to respond to the challenges associated with a constantly changing business climate.
If you are an HR practitioner in the 21st Century, you had better up your game. In a VUCA World, managing is not good enough. You must lead.
Study reveals a shift in the root cause of data breaches from accidental to intentional. Criminal attacks are up 125% compared to 5 years ago replacing lost laptops as the leading threat. The study also found most organizations are unprepared to address new threats and lack adequate resources to protect patient data.
Sutton's Law: states that when diagnosing, you should first consider the obvious.
The law is named after the bank robber Willie Sutton, who reputedly replied to a reporter's inquiry as to why he robbed banks by saying "because that's where the money is."
Criminals attack medical sites because that is where the easy money is. Most medical facilities are not prepared.
Doctors had to be convinced that germs that people could not see caused illness.
Still today staff not washing their hands enough to kill germs causes illness and even deaths in hospitals. Data thieves, like germs, cause damage.
There is an old saying among doctors. "When you hear hoof beats behind you, think horses, not zebras." Just because the truth is inconvenient, does not mean it is wrong.
The medical industry needs to transform its thinking.
Employee-performance ratings such as ‘meets expectations’ sap morale, but many companies, including Intel, aren’t sure they can do without them.
If you want to build a high-performance organization, it's time to reconsider how you measure human capital.
Related article and video from the NeuroLeadership Institute - a leading global research organization and the pioneer of bringing neuroscience to leadership. Since its inception, the Institute has united the world’s foremost neuroscientists, leadership researchers and organizational practitioners with the purpose of transforming how we think, develop, and perform.
Kill Your Performance Ratings
Watch the video “How Your Brain Responds to Performance Rankings.” (http://www.strategy-business.com/article/m00027)