|2013 CUSTOMER TOUCH-POINT ANALYSIS/AUDIT|
One of the biggest dangers is isolation from all of your
The customer touch-points must be viewed as part of a "whole" organization. Ask yourself this question - "who within my organization does NOT have an impact (directly or indirectly) on our bottom line?"
Time for a FRESH LOOK? Click here to learn more about our comprehensive analysis.
|PUBLIC METRO WORKSHOP
Emotional Intelligence for Leaders Workshop
|Emotional Intelligence is responsible for 58% of job performance.|
Thursday, January 31, 2013
This workshop is designed for management development training, measuring adult emotional intelligence on five scales:
- Decision Making
For participants to achieve greater awareness of their ability to manage and perceive emotions, and better understand the effects of their emotions on themselves and others. This knowledge opens the door to increased emotional and social functioning by directing one's developmental efforts to the areas of greatest opportunity and potential for growth.
What You Will Learn:
- Discover the four major components of emotional intelligence.
- Recognize the five behaviors and characteristics of an emotionally intelligent person.
- Identify areas in which emotional intelligence skills can be applied.
- Learn about your own emotional strengths and growth opportunities.
- Generate action steps that you can take away to improve your emotional and social abilities and your own success.
- Learn how to connect emotional expressions and underlying messages to read people more accurately
- How to enhance your skills during emotional interactions
- Identify actions and vocabulary triggers that escalate emotions
- Recognize the emotional needs of others
- Discover how to manage the emotions of others, along with your own
CLICK HERE FOR DETAILS OR TO REGISTER!
|From a Management Standpoint|
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Name the 3 most important service skills.
Here we are again, another new year and another set of organizational goals, right? The organizational goals should provide useful guidance for you, and your employees to help impact the bottom line and the overall perception of the customer's impression of the organization.
This year I suggest (and best practices indicate) that this is the year to take a fresh look at the business processes and keep it simple... Think EASE of Doing Business.
My team and I have through our research, prepared the following article, Think EASE of Doing Business. This article provides you with a complete list of customer retention best practice topics for rethinking the overall customer experience and what truly does impact customer loyalty.
I hope you find the information useful and as always, please keep your suggestions for future articles coming! I enjoy your suggestions and feedback. To contact me, simple click here.
|Think EASE of Doing Business!
An increase in loyalty of just 2% is, in some sectors, equivalent to a 10% cost reduction.
As brands become increasingly similar and competition intensifies, keeping and expanding customer relationships depends on your organization's ability to deliver customer experience tailored to changing customer needs and consistent with your brand's promise.
To survive and even thrive in today's environment, many organizations should take a fresh look at their strategies and methods for retaining customers.
The Basis of Customer Retention - We ALL Know This but it's Worth Repeating:
- It costs much more to attract new customers than it does to keep existing customers, right?
- Each customer interface that occurs over the life-cycle of the customer's business relationship with your organization defines how your organization is perceived and has a major impact on the bottom line.
New Best Practices Research tell us that Exceeding expectations has only moderate impact on customer loyalty. We've found that the EASE of Doing Business has MUCH more of an impact on customer loyalty.
Think about it. You're consumers, right...
What about when you shop or interact with an organization via the internet, email, chat, phone call or face to face.
We've all been there... you try to make an exchange or return, update your information, report a lost credit card, etc... and it feels like an "act of congress" to get anything done. What happens to your attitude about the organization?
Do you want to keep giving them your hard earned money - reward them for POOR SERVICE? Probably not. You want to get them out of your life because we are too busy and life is already complicated enough... we don't need the hassle and we certainly don't won't to keep giving them our business.
Here Are THREE Facts to Consider for 2013:
- Exceeding customer expectations had a moderate impact on loyalty.
- Satisfaction does not predict loyalty.
- Reducing effort has the greatest impact on loyalty.
This information is from a call center focused survey, but the key points are applicable to any organization... Source: Am I GREAT at Customer Service? By Ed Gagnon The COST of Losing Customers:
- It costs 7-10 times more to recruit a new customer than to keep an existing one.
The POSITIVE IMPACT on the bottom line of increasing customer loyalty:
Achieving high performance in customer retention means aligning activities throughout the relationship with the TOTAL customer experience.
- A gain in customer loyalty of only 5% CAN lift lifetime profits per customer by as much as 95%
- An increase in loyalty of just 2% is, in some sectors, equivalent to a 10% cost reduction.
Know What to Measure
- Companies often measure the wrong things when trying to measure customer profitability and loyalty
- Loyalty indicators are far more involved than customer satisfaction scores
- Establishing and managing cross-functional key performance indicators throughout the customer lifecycle helps prevent the loss of current and potential customer value
Know What YOUR Customers Want & Expect!
- By truly knowing what customers want and expect today, companies create a better basis for determining needs, predicting future behavior and shaping customer experiences accordingly.
- This cannot be accomplished with a customer survey!
- Go to your customers, conduct in-depth research to find out what they want and expect. DON'T GUESS!
Don't Confuse Loyalty with Satisfaction
- Satisfaction can be an easy thing to measure, but is seldom a reliable predictor of loyalty.
- Customer Service Today REQUIRES a LOT More than just a smile and being nice.
So... I END Where I Started
- Think EASE of Doing Business ... that equals an empowered front line who WILL have a positive on the customer experience and impact customer loyalty. Happy New Year!
WHEN TEMPERS FLARE...
HOW TO HANDLE DIFFICULT PEOPLE
We have all met people who are so prickly and difficult that no one wants to handle them. But some situations are inescapable and usually are a part of our jobs. Here are a few quick steps you can take to help defuse and control the situation.
But some situations are inescapable and are usually are apart of our jobs. Here is a few quick steps you can take to help defuse and control the situation.FIRST PROCESS THE SITUATION
NEXT- ADDRESS THE EMOTIONS
- Take a breath - don't take it personally
- Don't REACT to the Emotion
- Ask yourself what is causing these emotions
- Ask yourself what do I need to do to defuse this situation
(if you don't you will never be able to address the issue, they will continue to tell you their "story" over and over...)
- ACKNOWLEDGE THEIR FEELINGS AND THE SITUATION
- VALIDATE THEIR RIGHT TO BE UPSET
- ACCEPT RESPONSIBLE FOR HELPING
- (Say something like, "Let's get you an answer!")
- DON'T PASS THE PROBLEM OFF - TAKE OWNERSHIP
- You could say, "I'm here to help."
FAST FACT: People who can successfully perceive others' emotions may use a number of cues or tools to do so. One such tool is REFLECTIVE LISTENING:
- They ask for verification on what they were hearing or seeing.
- They said things such as "I can hear you are frustrated."
- They Validate -- "I see WHY you are upset."
- They take OWNERSHIP - "Let's get you an answer!"
These statements and actions help the other person know what you are perceiving and give you a chance to make sure you're all on the same page. And that you are going to help them!
Would you like more information on our customizable customer service/support workshop titles?
Simply Click Here! Customer Service 101