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Posted by on Oct 6, 2012 in Business, Business Heretic's Bookstore, Customer Service, Inspirational, Leadership, Return On Morale, Talent | 5 comments

Video: The Value Zone

Are you supporting your workers in The Value Zone, or are you holding them back?

Ted riffs on the invaluable place where employees interface with the company’s customers.

Also, after you watch the video, let us know what you think of Ted’s “performance.” Oscar worthy? Perhaps a Razzie in Ted’s future?

 

 

Photo courtesy of  Ethan8TOR

Ted Coine (93 Posts)

Author | Speaker | Consultant Ted Coiné is one of the most influential business leaders on Twitter, with a following of over two hundred thousand and growing rapidly. He has been ranked by both Huffington Post and Forbes for his business leadership and social media influence. An inspirational speaker, Ted is author of Five-Star Customer Service and Spoil ’Em Rotten! Prior to writing his first book, Ted was founder and CEO of Coiné Language School, a B2B company he brought from his living room to a $10 million valuation in four years by focusing relentlessly on customer service. He is currently writing his third book, about how social media is transforming leadership and business in this exciting new century. Ted and his family live in Naples, Florida, where he is active in the tech startup scene.


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  • http://www.frymonkeys.com/blog Alan Kay

    Nice one … for a first video. As a fellow front-line fan I agree totally. I do think that it’s a point of some subtlety, i.e., putting the front-line ahead of the customer. Why? Because not every org has a clear front-line set of workers, e.g. a software development firm. I suggest that we look at the issue as a quadrant (high/low axis) with front-line staff up the left-hand side and customers across the bottom (or, vice versa). Now, based on the type of business you run fill in the four quadrants. Also, make sure that you expand what we mean by front-line.
    Also, should the buyer or the engineer see them selves as connected to the front-line staff and therefore be required to go regularly to the front-line to work with the customer.

    • http://www.shiftandswitch.com Ted Coine

      Alan, great questions. It’s hard to imagine any role within a company that can’t add value by interacting on a regular basis with customers. The experience can feed the collective wisdom of the entire organization, adding to a virtuous feedback loop that will serve the customer all the better.

      That, as I know you are well aware, is how one adds value to the shareholders.

  • http://www.thecaremovement.com Al Smith

    Great job Ted. Content and presentation were excellent. I sent you an email. Keep the videos coming. Couldn’t agree more with what you said. You know how I feel about putting employees first. Loved it. Thanks man.

    Take CARE.

    Al

    • http://www.shiftandswitch.com Ted Coine

      Al, thank you so much for your kind words – and your constructive email, as well. Of course you get it, and it’s clear from your contributions to our collective genius, both here and on your CARE site. That’s what makes you such a valuable member of our community of extraordinary thinkers!

  • http://www.creatingwaves.nu Mary Jane Roy

    Ted this so resonates with me. I’ve said this for years – that the employees who are dealing with the customers should be the ones who are highly regarded, well rewarded, well trained, and appreciated. The Value Zone – puts a different twist on values for me. Thanks.
    Tips for the video presentation? Your speech is clear, intonation is good and you state the facts with clarity and with a feeling of passion. There were no annoying speech ‘stoppers’. My only suggestion for improvement is if you’re intending to use this same wall as a backdrop, dress it up somewhat. Perhaps with a plant or a bookcase? My impression was that it’s too sterile as it is. Only an impression. Good luck with the future videos.