client services

Up Your Game with an Empowered Client Services Team

You can come up with an innovative marketing campaign, hire a celebrity spokesperson, or build the best product, but there’s truly nothing like word of mouth. Your existing customers will always outsell you 10 to one. After all, people will trust a recommendation from a next-door neighbor more than any promotional information you have to offer. […] Read moreRead More»

innovation

How to Unleash Innovation Hidden in Your Enterprise

To many executives, involving rank-and-file workers in business strategy is a strange concept. Isn’t business strategy better left to those trained in it? Can’t the VP of operations provide all the insights a regular employee could — and then some? The reality, however, is that strategic planners tend to be a homogenous bunch, and organizational creativity thrives on diversity. Three-quarters of a strategy team might be ex-consultant MBAs or members of the executive suite. Sure, their ideas might look great in 2×2 or 9-box matrices, but they’re all several degrees of separation from the factory floor. Innovation happens when those executive-level ideas collide with equally valuable ones from everyday workers…. Read More»

employee training

Employee Training: A Business Investment You Can Count On

“Return on investment.” When a business has made an (often significant) investment in an employee training and development program, they want to see tangible results. But what type of results should we measure? Employee training and development is a ‘people’ investment just as much as it’s a ‘cash’ investment. The returns from an organization’s investment in their people can help improve talent recruitment, increase employee retention and engagement, and perhaps most importantly, contribute to a positive work environment…. Read More»

open communication

How to Strengthen Your Team with Intentional and Open Communication

I once worked in an office where, at some point along the way, management instituted the policy that creatives shouldn’t communicate directly with managers in charge of client services. Staff managers were interlocutors with whom we creatives communicated with client services. As a result it took hours, and sometimes days, to perform tasks we could have done in minutes. Let’s just say the system was flawed because, without open communication, it created frustration…. Read More»

share company goals

Work With a Purpose: 10 Ways to Effectively Share Company Goals with Your Employees

The responsibilities of any business leader include setting company goals and developing plans to reach them. Setting goals, however, is only half the battle. To achieve success, you need your employees to buy into those goals and dedicate themselves to meeting them. You can’t run the business by yourself, but your employees can’t help you if they don’t know what you want to accomplish. So, how do you effectively share company goals with your employees? We asked the experts at the Young Entrepreneur Council (YEC) to weigh in.
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accountability

Accountability: Keeping the “Count On” in Relationships

Accountability is both the sweet spot and Achilles heel of many leaders. Leaders learn early the importance of “holding associates accountable” for results. Despite its downbeat reputation accountability, effectively executed, remains the keystone for trust between leaders and associates, and associates with their customers…. Read More»

customer contact

Customer Contact: The Enduring Power of “I Get You”

We typically think of customer contact “feedback” and evaluation as judgmental opinions, not as instructive information. We think we need cold, hard data to instigate accurate change. Consider the word itself. “Feeding back” implies nurturance, like returning important nutrients to the soil through fertilizer. Customers will more likely give you their lessons that “fertilize” your customer service if you approach them as a student eager for a lesson rather than as a student uneasy about getting a grade…. Read More»

innovative service

An Interview with Chip Bell, Author of Kaleidoscope: Delivering Innovative Service that Sparkles

We recently had the opportunity to talk to author Chip R. Bell about his most recent book, Kaleidoscope: Delivering Innovative Service that Sparkles. The book explores the nature and value of innovative service. Mr. Bell is a renowned keynote speaker and the author of several national best-selling books including Take Their Breath Away, Managing Knock Your Socks off Service, Managers as Mentors, The 9½ Principles of Innovative Service, and Sprinkles: Creating Awesome Experiences Through Innovative Service…. Read More»

remarkable customer service

What are the Secrets of Profoundly Remarkable Customer Service?

hink back over the greatest service experiences of your life; the ones that impacted you so profoundly that today you still enjoy remarking about them. Not, those great experiences you enjoyed and then forgot after a week. Rather, those you will remember the rest of your life – the experiences that touched you in a deeply compelling way. What were the features of these profoundly remarkable customer service experiences? What made them implant so deeply they are easily recalled; so influentially they are enthusiastically shared?… Read More»

employee experience

Wells Fargo: An Object Lesson in the Connection Between the Employee Experience and the Customer Experience

It’s been a tough few weeks for Wells Fargo, and that’s probably a colossal understatement. Once considered a pillar of the banking industry, Wells Fargo’s positive reputation is now as mythical as the phony customer accounts its employees created in order to meet sales quotas and keep their jobs. Instead of creating an employee experience aligned with Wells Fargo’s values, they created an environment where employees who missed their targets had to work overtime or on the weekends…. Read More»

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