6 keys to unlock a culture of better than best
TRANSCRIPT
Culture Transformat ion Resources , LLLC www.CTRConsu l t ingServ ices .com
UNLOCKING A CULTURE OF BETTER THAN BEST
¨ What Companies deliver exceptional, off the charts, Better than Best Service?
¨ How do they do it? What are their Success Secrets?
¨ The Secret Sauce: Engaged Employees
¨ Today we will discover the 6 Keys to UNLOCK a Culture of Better than Best!
KEY MESSAGE
Better than Best is not a program…
3
It’s a Culture.
BETTER THAN BEST COMPANIES SUCCESS FACTORS - THEY ARE:
q Customer-Focused!
q Passionate about Customer
Loyalty /Advocacy
q Industry-Leaders
q Profitable
q Focused on Engaged Employees
Culture Transformat ion Resources www.CTRConsu l t ingServ ices .com
BETTER THAN BEST CULTURES
6
OUR BELIEF IS THAT IF YOU GET
Culture RIGHT, MOST OF THE OTHER STUFF, LIKE
OR BUILDING A
OR EMPOWERING
WILL HAPPEN ON ITS OWN.”
-Tony Hsieh, Zappos
GREAT CUSTOMER SERVICE
GREAT LONG-TERM BRAND
PASSIONATE EMPLOYEES AND CUSTOMERS
GREAT LEADERS CARE ABOUT
EMPLOYEE ENGAGEMENT
Culture Transformat ion Resources , LLLC www.CTRConsu l t ingServ ices .com
There are powerful links between employees who
are engaged in their jobs and the achievement of crucial business outcomes. Companies with highly engaged workforces outperform their peers by in earnings per share and realize:
• 41% fewer quality defects
• 48% fewer safety incidents
• 28% less shrinkage
• 65% less turnover (low-turnover organizations)
• 25% less turnover (high-turnover organizations)
• 37% less absenteeism [Source: Gallup’s Q12 Employee Engagement Study]
147%
If you are a business leader serious about implementing proven CULTURE
and ENGAGEMENT STRATEGIES in your company / department / team,
CONTACT US @ www.CTR-Consulting.com
1-877-287-1236
Tw i t t e r F a c e b o o k S l i d e s h a r e L i n k e d I n
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6 KEYS TO UNLOCK A CULTURE OF BETTER THAN BEST
1. Know and Love Your Customers.
2. Build Customer Loyalty and Advocacy.
3. Engage Employees through Training and Empowerment.
4. Communicate Effectively.
5. Celebrate, Reward and Recognize Wins, Big and Small.
6. Ensure Top Management Drinks the “Culture Koolaid.”
1. KNOW YOUR CUSTOMERS
¨ Walk in their Shoes
¨ Discover Customer Needs
¨ Understand Generational Differences
¨ Build Customer Loyalty and Advocacy
¨ Realize that Every Customer Counts
¨ Understand Why Customers Leave
WALK IN THE CUSTOMER’S SHOES
KNOW YOUR CUSTOMERS
KNOW YOUR CUSTOMERS
q Who are they?
q What do they WANT, EXPECT & VALUE?
q When you know these answers, you can educate your employees so they can deliver Better than Best Service!
EVERY CUSTOMER COUNTS
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DID YOU KNOW? q A ___% increase in loyalty can increase profits by
25-85%.
q A very satisfied customer is nearly ___ times more
likely to be loyal and repurchase your product than a
customer who is just satisfied.
q Only ___% of dissatisfied customers will complain.
q The average customer with a problem eventually tells
___ other people.
q Satisfied customers tell ___ other people about their
good treatment
6
5
4
5 9
Source: National Business Research Institute
2. BUILD LOYALTY AND ADVOCACY
LOYALTY CHECKLIST ü My favorite product or company is ___________________________.
ü I would pay more for this product.
ü I would go out of my way.
ü I am happy to brag about this product to my friends and others.
ü I will buy this product again.
THE COMPETITION
WHY DO CUSTOMERS LEAVE?
Rank of Importance Percentage Reasons Why Guest Leave
1 Perception of Non-Caring
2 Product Dissatisfaction
3 Price
4 Friend’s Recommendation
5 Move
6 Death 1% 3%
5%
9% 14%
68%
3. ENGAGE YOUR EMPLOYEES
q Hire kind people. Select for Personality vs. Skill.
q Onboard with Culture First, paperwork last.
q Provide ongoing training and development.
q Solicit their feedback, ideas and input.
q Invite employees to be a part of the solution.
q Empower team members.
“Loyal, passionate employees bring a company as much benefit as loyal, passionate customers. They stay longer, work harder, work more creatively, and find ways to go the extra mile. They bring you more great employees.” Rob Markey, Bain Consul t ing
4. COMMUNICATE!
COMMUNICATE!
COMMUNICATE!
THE COMMUNICATION PIE
% = the Words We Say
% = Our Sounds and How We Say Words
% = Nonverbals and Body Language
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38
55
BODY LANGUAGE
q Have good posture. q Keep hands in front of you. q Be careful of distractions: food, drink, tobacco, chewing gum. q Stand up to greet guests. q Escort guests and use an open palm.
BODY LANGUAGE
BODY LANGUAGE
q Be aware of body language that may translate differently in other cultures.
Thumbs up:
• Good (Westerners)
• One (Italian)
• Five (Japanese)
• Offensive (Greeks and Middle Easterners)
BODY LANGUAGE
q Keep your hands open and at your side.
q Is he lying? q Or does he have something to hide?
Open palms facing up conveys openness and trust.
BODY LANGUAGE
q Pointing is Rude!
BODY LANGUAGE
q Use an open hand when directing someone.
BODY LANGUAGE
q Defensive
q Closed
q Negative
BODY LANGUAGE
q “I’m not buying what you’re selling.”
BODY LANGUAGE
q Hands in pockets can convey confidence, arrogance or something to hide.
BODY LANGUAGE
q Always smile.
q Smiling is an international and universal language. q Smile with your mouth and eyes!
FACIAL EXPRESSIONS
VOICE QUALITIES (38%)
expressing feeling or emotion
emphasizing words and syllables
how high or deep your voice sounds
how many words you speak per minute
how loud or soft your voice sounds
inflection tone volume pitch rate
inflection
tone
volume
pitch
rate
q Express gratitude at the beginning and at the end of each interaction.
– “Welcome”
– “Thanks for coming in”
– “Good morning”
THE WORDS WE USE (7%)
Communication Taboos No Problem.
I can’t.
I don’t know.
NO. Nope.
I think. Yep.
The problem is…
You have to…
I need you to…
Unfortunately
But
I’M SORRY.
Hold on.
I’ll try.
Activity: Positive Words
1. Definitely 2. Surely 3. Absolutely 4. Certainly 5. Fantastic
“You can see a lot just by looking.”
—Yogi Berra, Baseball Legend
PERSONALIZE THE INTERACTION
1. Family and children
2. Hobbies and interests
3. Sports
4. Colleges
5. Where someone is from or grew up
6. Vacations or travels
7. Pets
CONVERSATION TOPICS
1. Religion
2. Politics
3. Sex
4. Work / Job
TABOO TOPICS
TELEPHONE ETIQUETTE 45
LEVELS OF LISTENING
q Ignoring
q Pretend listening
q Selective listening
q Attentive listening
q Empathic listening —
Listening and responding with both the heart and mind to understand the speaker’s words, intent and feelings.
THE CHINESE SYMBOL FOR LISTENING
RATE YOUR LISTENING SKILLS
Listen Empathically. Smile!
Actively
Engage Customers with Open-
Ended Questions.
CUSTOMER FIRST HABITS
Provide a Fond
Farewell.
Maintain Positive
Eye Contact.
Communicate Positively,
Passionately and
Professionally.
LASTING IMPRESSIONS
PROVIDE A FOND FAREWELL q Maintain positive _____ contact.
q Express _____________.
q Maintain a positive _________.
q Remember to ask, “Is there ________ _ else I can do
for you?”
q Give them a _____ farewell.
eye
appreciation
attitude
anything
fond
5. CELEBRATE WINS! 51
6. Ensure top management
drinks the “Culture
Koolaid,” or don’t bother!
WHY WE DO IT
Our Company
YOU!
Our Customers
Our Community
BETTER THAN BEST SERVICE STARTS HERE
¨ Secrets to My Success
¨ What am I Taking with Me?
¨ What am I Leaving Behind?
The answer is YES.
Now what’s the question?
Culture Transformat ion Resources , LLLC www.CTRConsu l t ingServ ices .com
Culture Transformat ion Resources , LLLC www.CTRConsu l t ingServ ices .com
I f you are a business leader serious about implementing proven CULTURE and ENGAGEMENT STRATEGIES in your company / department / team / organization, contact us @ www.CTRConsultingServices.com
Tw i t t e r F a c e b o o k S l i d e s h a r e L i n k e d I n
Contact / Follow / Like / Share
1-877-CTR-1236 OR 1-877-287-1236