Monday, 24 January 2011

Customers, customers, customers

Driving greater customer advocacy, increased employee engagement and long term sustainable growth have always been the focus for any switched on company executive. Their importance is increasingly being publicesed by tv programmes like Mary Portas, Michel Roux Jr et al.

Performance improvement in these areas we would suggest is down to the following 5 steps.

Right Strategy
Real consideration needs to be given to what the specific strategy or business model is, how will this will be measured and what will be the expected result over time.

Right Culture
A business that has been led through process and metrics may find it difficult to change to a more entrepreneurial customer approach. Is 'customer experience' culturaly acceptable?

Right People
Starting with recruitment, with many companies using this as an opportunity to allow potential recruits to experience the brand and see how much the ethos excites them. Develop a sense of pride and meaning in the employees that mean customers can differentiate and feel the benefit.

Right Measures
What has the most meaning demonstrating an improvement in profit or that demonstrate a highly effective organisation at customer retention? Insights into vital intelligence as to where you need to tweak service performance to have the biggest impact are crucial.

Right Reward
Celebrating success is a great way to build community spirit, challenge and stretch teams and reward for results. The best incentives are often tailored to the target group who may not necessarily be as hungry for money as they are for development.

Learning to listen out for feedback and be flexible to change with a clear company wide context for the way forward is key. Helping employees and customers to experience something that makes them consciously choose to behave in a way that benefits all will build the ultimately engaged organisation.

All sounds simple, it is!

Good luck and if you need any help you know where we are....

Friday, 21 January 2011

Light Bulb Moments!

"the golden moment as a manager is seeing members of your team having that light bulb moment, suddenly they have a whole new perspective." BBC Worldwide

Friday, 14 January 2011

360 Online Feedback Tool - New for 2011

363 for Leaders combines the best features and benefits of a multi-rater 360 degree feedback survey with the simplicity of DiSC® , plus three actionable strategies are for improving leadership effectiveness. The result is a 360 degree feedback multi-rater experience that is more productive and useful.

363 for Leaders is designed for organisations who use 360° feedback or multi-rater surveys as part of their leadership development for employees or clients, whether they’re emerging high-potential leaders or experienced executives.

By using CommentSmart, our exclusive selectable comments feature we have created a more positive, less potentially hurtful experience for both those being rated and the raters. Participants choose from pre-written, highly-tested comments, providing feedback that’s focused, balanced and constructive. Clear visuals and a conversational narrative style make the profile easier to use and understand. Plus, leaders get their personalised, results-based next steps to answer the questions, "now what"? We have included three actionable suggestions they can implement now for improving their leadership effectiveness.

In addition, with every profile you have the option of generating the 363 for Leaders Coaching Supplement at no additional charge.

The 360 Degree Feedback Profile Includes:

* 22+ pages all about the leader
* All-new, research-validated model
* Comprehensive listing of rater comments
* Three strategies for improving effectiveness

The Raters

Leaders can have an unlimited number of raters in the following groups: Direct Reports, Peers, Manager, and Others.

Contact us for a copy of an example Feedback Profile and to arrange a meeting to scope out your 360 degree feedback project.

Thursday, 13 January 2011

Return On Investment (ROI) of £11 million

Vodafone's breakthrough programme reported ROI of £11 million.