LEADERSHIP EXCELLENCE

Four World Class Leadership Basics:

 

Vision

Involvement

Accountability

Commitment

 

Leaders drive the internal, employee culture. No front line employee is driving into work today thinking about how they’ll increase shareholder value. Yet leaders want them to behave as if they owned the business.

Why would any employee consistently do anything extra if they are paid the same whether they do extra or not?

This is the million-dollar problem virtually every leader fails to overcome. And the customer feels it.

____________________

 

EMPLOYEE ENGAGEMENT

Four World Class Organizational Culture Basics:

 

Hire

Train

Inspire

Value

 

Employees treat customers in a mirror fashion to the way they are treated by their leaders. This is the biggest cultural dilemma you face everyday.

Use your Human Resource practices (hiring, training, inspiring, valuing) to deliberately operationalize your culture to create a vibrant workplace.

Customers may not comprehend the quality of your product, but they have no problem deciding if you love them, or not. And it’s your front line employee who is remarkable, or not.

 

____________________

 

CUSTOMER SERVICE

Four World Class Customer Service Basics:

 

The Bullseye

Unifying Goal

360 Analysis

Decision Tree

 

When your customers interact with your front line staff, your customers are subconsciously deciding whether or not you love them.

If you convince your customers they are loved, they will definitely come back and definitely recommend.

The harsh reality of customer service programs is that they focus on customer satisfaction, which is actually detrimental to your reputation.

 

___________________

 

BRAND LOYALTY (REPUTATION)

Three World Class Brand Loyalty Basics:

 

Your Promise

Promise Delivery

Connecting Emotionally

 

Your reputation is your brand. It’s the first thing your customer (or employee) thinks of when they hear or see your name. Customers (and employees) rate products and services as:

  • remarkable
  • good
  • bad

Being ‘good’ (satisfied) is dangerous – to your reputation and to your growth and bottom line.

Brand reputation drives long term profit more than everything else combined.

 

___________________

 

CREATIVITY AND INNOVATION (IMPROVEMENT)

Four World Class Creativity & Innovation Basics:

 

Generate Ideas

Select Ideas

Implement Ideas

Leader’s Promise

 

Create your company “box” and constantly think “inside the box” for the small, incremental, daily improvements. Only think “outside the box” for your once-in-a-decade type game-changing improvements.

Creative ideas are worthless without the cultural wherewithal to implement them. There are a million reasons why creativity dies on the vine. Every one of them is the leader’s fault, not the front line’s.

Innovation drives your brand. Brand (more than everything else combined) drives long term profit.

____________________

 

 Want to talk or ask questions?

There’s no gatekeeper. You’ll be delighted at how quickly we connect.

Looking for more than a catalytic keynote? Click here.

______________

jeff.noel@me.com  |  407-538-4341

_____________

Back

Home (this is where you started)  |   About   |   FAQs

 ____________________