let’s get engaged! with jeff tobe, m.ed, csp - mmrma · 2018-04-17 · let’s get engaged! with...
TRANSCRIPT
©Coloring Outside the Lines 2014
Let’s Get Engaged! with
Jeff Tobe, M.Ed, CSP
C R E A T I V I T Y
Four Pillars of Engagement ©Coloring Outside the Lines 2014
The Gorilla Story This story starts with a cage containing five gorillas and a large bunch of bananas hanging above some stairs in the center of the cage. Before long, a gorilla goes to the stairs and starts to climb toward the bananas. As soon as he touches the stairs, all the gorillas are sprayed with cold water. After a while, another gorilla makes an attempt and gets the same result—all the gorillas are sprayed with cold water. Every time a gorilla attempts to retrieve the bananas, the others are sprayed. Eventually, they quit trying and leave the bananas alone. One of the original gorillas is removed from the cage and replaced with a new one. The new gorilla sees the bananas and starts to climb the stairs. To his horror, all the other gorillas attack him. After another attempt and attack, he knows that if he tries to climb the stairs he will be assaulted. Next, the second of the original five gorillas is replaced with a new one. The newcomer goes to the stairs and is attacked. The previous newcomer takes part in the punishment with enthusiasm. Next the third original gorilla is replaced with a new one. The new one goes for the stairs and is attacked as well. Two of the four gorillas that beat him have no idea why they were not permitted to climb the stairs or why they are participating in the beating of the newest gorilla. After the fourth and fifth original gorillas have been replaced, all the gorillas that were sprayed with cold water are gone. Nevertheless, no gorilla will ever again approach the stairs. Why not?
perspective
The future of risk management!
C O M M I T M E N T
C R E A T I V I T Y
Four Pillars of Engagement ©Coloring Outside the Lines 2014
• It’s all about perspective • Give yourself an A.S.K.
(Alternative Solution Kick)
Engagement = commitment…
It’s all about the “EXPERIENCE”
Satisfied Customers
LOYAL / ENGAGED Customers
Customer
Service
Customer
EXPERIENCE
Are you Prepared to Make the Leap?
TEN POINT CUSTOMER FRAMEWORK 1. Strategic Drivers
2. Customer Segmentation 3. Customer Engagement 4. Employee Engagement 5. Training & Tools 6. Process Orientation 7. Joint Workouts 8. Capacity for Change
9. Consequences
10. Committed Leadership
WHY
How
What
M M M M m
M M M M m
What is the…
EXPERIENCE???
(Fill in the name of your organization here)
Every transaction cannot NOT be an experience for the customer!
How RANDOM or how MANAGED is the experience
you are delivering?
The vast majority of retail professionals deliver experiences without ever
thinking about them.
• It’s all about perspective • Give yourself an A.S.K.
(Alternative Solution Kick)
• Shatter the stereotype of the EXPERIENCE customers EXPECT to have with you!
Engagement = commitment…
MISSION… To lead and act as a catalyst in promoting health for all people. To recognize the individual as a whole human being with different needs that must be met enthusiastically. To communicate a vision of health, art, education, technology and a center for healing which will continually upgrade the quality of life in the community environment in which we live. To empower people to become partners in their healthcare.
DECLARATION... To HUMANIZE, PERSONALIZE and DEMYSTIFY the healthcare experience!
Identify the 3 biggest problems YOUR customers would say they have in doing business with you... 1. 2. 3.
Possible Declaration Words PERSONALIZE HUMANIZE DE-MYSTIFY Educate Inform Communicate Simplify De-Commoditize Enlighten Value-ize Streamline Capitalize Partner Accomplish Team
Create Innovate Demonstrate Design Advocate Expedite Deliver Motivate Champion Diversify Normalize Systematize Improve Teach Rejuvenate
Persuade Enhance Compel Unify Transform Resolve Initiate Organize Listen Revitalize Consolidate Clarify
Employee engagement is the degree to which employees are
emotionally connected and committed to their organization and their role in the customer
experience.
1) What _ _ _ _ _ _ …?
1. To be listened to
Radio Station WIIFM…
2) _ _ _ _ _ _…?
1. To be listened to 2. To be understood
Radio Station WIIFM…
A C C O U N T A B I L I T Y
C O M M I T M E N T
C R E A T I V I T Y
Four Pillars of Engagement ©Coloring Outside the Lines 2014
EMPOWERMENT + ________________ = ENGAGEMENT
100% responsibility for YOUR customer touch points
means 0 excuses for the “FUTURE”
Ownership Sense of responsibility for the
results
MUTUAL ACCOUNTABILITY
C O M M U N I C A T I O N
A C C O U N T A B I L I T Y
C O M M I T M E N T
C R E A T I V I T Y
Four Pillars of Engagement ©Coloring Outside the Lines 2014
Personality Profiles
Care Givers
Thinkers
I S F P
Listen with your Eyes & Ears
People communicate with us in many ways.
BODY
LANGUAGE
TONE OF
VOICE
WORDS ___%
___% __%
Psychological Cooling System
Frustrated? I am so frustrated!
Remove emotional barriers that block understanding.
Ambiguity
IS
Reality!
