7. They volunteer more for extra assignments.
8. They anticipate and adapt better to change.
9. They persist at difficult work over time. 10. They speak well of the organization.
and cheer each other and the group to victory
From: The Orange Revolution by Gostick and Elton
WOW
• What, specifically, is the clear standard of performance that is expected / demanded from everyone in your organization?
Customer Satisfaction
Culture = Cash
Actively disengaged employees can reduce revenues by
up to 22%, while highly satisfied and engaged
employees can drive profits up by as much as a 189%
CR= 104.12% increase in profits
Global study: 16 countries 529 companies 15,589 respondents
Quality P&S &
Customer Relationship
CR= .404
Tolerate Nothing
Less
What are FIVE specific things you can do right away to increase the level of celebration within your organization?
Extreme Customer Focus
Web of Value: VOC + MOT + WOM
The Six Universal Drivers of Engagement
1. Caring, competent, and engaging leaders. 2. Effective managers who keep employees
aligned and engaged. 3. Effective teamwork at ALL levels. 4. Job enrichment and professional growth. 5. Valuing employee contributions. 6. Genuine concern for employee well being.
• No Surprises – all team members are accountable
for openness and honest debate, and each knows what to expect from the others.
• Cheer – team members support, recognize, appreciate
3. They take more responsibility and initiative.
4. They receive better customer service ratings.
5. They offer more ideas for improvement.
6. They promote and model teamwork.
Your employees will treat your customers…
What YOU want from your employees
• Innovation • Accountability • Execution • Urgency • Customer Focus
• Ownership Mentality
How do you do that? 1 – 10
• Provide lots of feedback and clear guidance • Make real time to discuss problems and concerns • Seek ideas and input from everyone • Provide the resources to do the job well • Give lost of recognition and rewards • Provide ample opportunities to learn and grow • Keep the pressure to perform realistic • Provide opportunities for social interaction within the organization • Promote joy and appropriate humor at work • Help people balance work and home responsibilities
Cecil Van Tuyl
“It is all about people, people, people. You can kid yourself about a lot of things in your business, but at the end of the day it will always come down to people.”
ASMC 2010 Creating a Remarkable Culture
John Spence
A few of my clients:
I am NOT a guru…
What does this mean to me? How can I use this idea? What can I do right away?
1 - 10
Job + Organizational Engagement = Employee Engagement
Actively Disengaged Employees…
22%
Key Drivers of Customer Satisfaction and Loyalty
Financial Performance
VOC
Moments Of Truth
MOT Practice Round
Dry Cleaner Hair Salon Tailor Plumber
MOT Bonus Round: YOUR Business!
WOM = Your BEST form of advertising!
78.9% 23.4%
No Surprises
• What are FIVE specific things you can do right away to increase the level of communication within your organization?
CHEER!!!!!
You cannot pay people to be passionate, creative and engaged. You must create a culture that inspire those behaviors through real and frequent recognition.
Place to Work
What Employees Want
Focus me Know me Care about me Hear me Help me feel proud Equip me Help me see my value Help me grow Help me see my importance
Respect
Training & Development
CR=.247
Fair Compensation
From: Practice What You Preach by Maister
Customer satisfaction drives customer loyalty… and customer loyalty drives profitability
The key elements of a winning culture: Employees
1 -10
Fun Family Friends Fair
Freedom Pride Praise Meaning
Accomplishment
The Five Dimensions of a Great
The Pattern of Business Success
(T + C + ECF) x DE = Success
The number one factor in increasing the level of highly satisfied and engaged
CUSTOMERS in your business is…
Somewhat Dissatisfied
Slightly Dissatisfied
Satisfied
A 5% increase in loyalty among your best customers…
Can produce a profit increase of 25% – 85%
Very Satisfied
100%
Evangelist