New Thinking, New Ideas, New Successes!

Things have been pretty hectic for me these past few weeks. As you read this, I am in New York presenting at the CASRO Technology and Innovation Event, 6th to 7th June. If you’re attending the event, please stop me and say “HI”; it would be awesome to meet some of my American readers!

I then head down to Miami where I am guest lecturer of an Executive MBA course at Miami University. The following week I fly back up to Atlanta to speak and chair a session at IIeX-NA from 13th to 15th June.

If you’ve never been to an IIeX Insight Innovation Exchange event, then you’ve missed a really exciting conference. It’s run like a multi-channel TED event, where most of the presentations are just 15 minutes long. You are never bored and can learn and experience things you can’t find elsewhere. And if you want to learn even more, there are also longer workshop-style talks on a multitude of topics.

There’s still time to attend and using my special speaker discount code (SPEAKER20) you’ll get a very generous 20% off the full price! If you do attend, don’t forget to stop me and say “HI”.    

I’m Taking a Marketing Course!

As if the preparation for all these events wasn’t enough, I also started a marketing course a couple of months ago. You might wonder why I decided to do that when I spend my life advising others on their marketing. The reason is that we are never experts in every area and as we say in Switzerl and

“The cobbler’s children don’t wear shoes”.

In other words, we never seem to have the time to do what we help others to do. So true don’t you think?

The decision to invest in myself has been one of the best I’ve made in recent years, as it will simplify my day-to-day work. After all, they do say

“You have to spend time to save time”!

The best part of the program is that I now have someone telling me what to do and prioritising the steps in relaunching my website. There will also be some exciting new offers for you, my dear reader, like the webinar series I mentioned a while back.

During the weekly videos of each module of the course, I’m  getting exposed to many alternative platforms, systems and tools from the ones I already know. So it’s also making me a better digital marketer from which my clients will then benefit. A true win-win investment.

I now have someone telling me what to do and prioritising next steps. I’m also getting exposed to many alternative platforms, systems and tools from the ones I already know, so it’s also making me a better digital marketer for my clients. A true win-win investment.

Time for You to Learn Something New?

This has been a rather long introduction to say that I believe we should all invest in ourselves, every year. Attending workshops and conferences, hiring a coach, or asking someone to give us training on a topic are all excellent ways to invest wisely in ourselves. Continue Reading

Are you Actually Training or Educating? Become a Master in 6 Easy Steps

I once read that training is only for animals, not for humans, and that I should be doing adult educating not giving training courses! However, whichever word you prefer to use, I hope that like me you enjoy both teaching and learning. One of my personal mantras is that:

“A day without learning is a day without living”

and I strive to find something new to appreciate every day.

 

Several of my major clients have recently asked me for help in improving their br and building efforts. Whilst this is certainly a good objective, I do wonder sometimes how many courses and workshops really make a difference to the way things are done. I am not dismissing workshops at all, in fact I regularly give training courses but I do underst and that it can be a challenge to share knowledge when facing a roomful of adults, peers, or even worse, bosses.

Adult learning is very different from teaching younger people in that by nature we are not as open to change, preferring to stay with our habits, even when we are shown that a new way of thinking or doing might be better. As if that isn’t bad enough, we also generally don’t like group-learning experiences led by a professional.

Since I know many of you get involved in adult training within your own organisations, I thought it would be useful for me to share some of my own learnings, to help you do it with even more success.

To quote one of my favourite masters, Confucius:

“I hear and I forget. I see and I remember. I do and I underst and”

Keeping this in mind and applying it to adult learning here are my 6 tips:

Unhappy, disappointed man

#1. Underst and the motivations of your audience

Adults usually have high, some may say unrealistice, expectations or courses, so it is important to clearly articulate and clarify objectives within the first hour. Collect and review them from all participants before you get into the content. Do this again at the end of the course to get agreement from everyone on whether or not they have been met. If people believe that they have been heard, they are much more likely to at least be open to considering the new ideas and processes you will share during the course.

Participants will also have many different reasons for attending a workshop or training session and you need to accept that perhaps very few will have actually chosen to be there. They might therefore resent their (m andatory) participation, have little if any interest in the topic you will be covering, and possible no respect for your own experience and knowledge, nor for the ideas you have to share. Whilst it is unlikely that you will make them all change their minds over the short duration of the course, it is critical that you become aware of these sentiments, as they will remain undercurrents whether you like it or not.

 

#2.

Continue Reading

Social Customer Service: How to be Responsible, Resourceful & Ready in Real-time

A recent Infographic got me thinking about what has and hasn’t changed in customer service thanks to social media. In fact I should have said what has still not changed and MUST change in the very near future.

If you feel that you haven’t made all the necessary changes to meet the challenges of the new social customers and their dem ands, then read on for four actions you should be taking to improve your customer service.

#1. Responsibility

Marketing, Sales and Customer Service all have contact with customers and therefore also responsibility for them. Today these departments must work more closely together to provide a seamless connection with the customer. They need to build on each other’s efforts to satisfy the customer, so that each customer perceives that there is one company working to delight him and that he is really important to them.

Action: Employees from all customer-facing departments need to meet regularly, at least monthly, to exchange and share their latest experiences and learnings. What are customers talking about, complaining about or dreaming of? What new opportunities are there to get ahead of competition in better satisfying these current or latent needs? Organise regular exchanges or “lunch & learn” sessions and if you work in the USA recognise your most active employees by signing them up in the “Most Engaged Employee Contest”.

#2. Resources

Most organisations underst and the importance of their customer, and we all know they are more than ever in control thanks to social media. However, few companies are investing in developing their customer centricity and keeping their customer database current. Business needs to start walking the talk so their customers notice and feel a difference in how they are being treated, listened to and satisfied.

Action: Did you know it costs about 8 times as much to acquire a new customer as it does to retain a current one? Review how you collect and store your customer information. Have you verified their details in the last year? Most companies have upwards of 28% of their database which is out-of-date; when did you last check your own level? Is data stored by br and or business unit? Integrate the information, so the connection with your customer is seamless, more intimate, knowledgeable and fulfilling for you both.

#3. Ready

Social Media connections are growing exponentially but is your organisation staying ahead of the curve?. Recent figures from the latest Burson Marsteller Global Social Media Check-up 2012 suggest there are more than 10 million references to major global companies on social media every month and more than half of these are are on Twitter. Companies need to be following these discussions in addition to responding to customers in the usual way through call centers, email or postal mail.

Action: Review and revise your care center resources and training. Ensure you have a sufficiently growing number of trained staff to be available when the customer most needs to contact you. Provide the customer service agents with the knowledge, information and authority to respond to customers on social media as well as over traditional contact means.  Continue Reading

5 Steps to Customer Care Excellence

A few months ago, I took a very early flight with BA out of Geneva International Airport and as on many previous occasions, BA staff demonstrated their excellent customer centricity, which prompted this post.

On that particular morning, it was Lionel who was working in the Club lounge who impressed me, for allowing me to enter and have a quick coffee, even though he had already called the flight and everyone else was on their way out.

The rule in such circumstances is not to admit any passengers once the flight has been called. It was refreshing to be treated as an individual and not as one of the mass of passengers taking the flight that morning. By allowing me to have a quick coffee before dashing to the gate certainly made my morning and my speed in gulping down the much-needed brew, as I had promised, enabled him to empty the lounge as he was required to do without too much delay.

What has this got to do with your own customer centricity you might ask? Well quite a lot in my opinion. As more people move from rural to urban areas, we are all challenged with living in a crowded environment, with little chance of being treated as an individual. This has created an increased value perception of space and service; people desire and actively search for recognition and a little extra personalised service. In the case of Lionel, he apparently saw me as a low risk and that he could trust me to have the quick coffee I so desperately needed at that time of the morning. I felt so special, he made my day and all because of a cup of coffee!

How do you train your own Customer Service Advisors?

Are all your company’s interactions with your customers scripted? Do your metrics of call centre efficiency include time per call, which is targeted down, or calls per advisor, constantly targeted up? If so, then there is little likelihood that you are making your customers feel very special or valued.

A few months ago I shared some information about a CEO who had decided to throw away the scripts that his call centre personnel were using and to trust his advisors to satisfy the callers in the best way possible – for the client! I am sure you can see how satisfaction went way up, for both the advisors and the customers.

If throwing away your call centre scripts is too far for you to go, at least for now, but you know that you could do with improving your care centre operations to make them even more customer centric, I have a few ideas for you:

#1. INVITE: How are you currently inviting your customers to connect with you? Are you putting a (free) telephone number, email or web address on your pack or in your advertising? Is the invitation clearly legible and does it offer your customers a choice of channels that they can use to connect with you? Continue Reading

Become a Master Trainer in 6 Easy Steps

I read recently that training is only for animals, not for humans, and that I should be educating not giving training courses!

Whichever word you prefer to use I hope that like me you enjoy teaching and learning; I have always believed that a day without learning is a day without living, and I strive to find something new to appreciate every day.

 

Several of my major clients recently asked me for help in improving their br and building efforts. Whilst this is certainly a good thing, I do wonder sometimes how many courses and workshops really make a difference to the way things are done. I am not dismissing workshops at all, in fact I regularly give training courses but I do appreciate it can be a challenge when you’re facing a roomful of adults and peers.

Adult learning is very different from teaching younger people in that by nature we are not as open to change, preferring to stay with our habits, even when we have been shown that a new way of thinking or doing might be better. As if that isn’t bad enough, we also generally don’t like group-learning experiences led by a professional.

Since I know many of you get involved in adult training within your own organisations, I thought it would be useful for me to share some of my own learnings, to help you do it with even more success.

To quote one of my favourite masters, Confucius:

“I hear and I forget. I see and I remember. I do and I underst and”

Keeping this in mind and applying it to adult learning here are my 6 tips:

 #1. Underst and the motivations for attendance

Adults usually have high expectations, so it is important to clarify and articulate objectives within the first hour. Collect and review them before you get into the content, as well as at the end of the course to get agreement on whether or not they have been met. If people believe they have been heard, they are much more likely to at least be open to considering the new ideas and processes you will share.

Participants will also have many different reasons for attending a workshop or training session and you need to accept that perhaps very few will have actually chosen to be there. They might therefore resent their participation, have little if any interest in the topic, no respect for your experience and knowledge, or the ideas you have to share. Whilst it is unlikely that you will make them all change their minds, it is critical that you become aware of these opinions as they will remain undercurrents during the whole duration of the course.

 

#2. Keep sessions very focused

This (lack of) motivation will also mean that adult learners tend to be less interested in st andard courses, because they feel they are different from most of the other participants. They are more likely to prefer courses around one precise concept or idea, and which will focus specifically on the application of the tools and processes designed to respond to a relevant problem or opportunity. Continue Reading

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