Put Culture Change On Your 2017 CX Agenda. Here’s How.

Customer Experience Matters®

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that you make in customer experience.

As I’m sure you know, culture change isn’t easy. People are naturally averse to change. As John Kenneth Galbraith so aptly stated, “Faced with the choice between changing one’s mind and proving that there is no need to do so, almost everyone gets busy on the proof.”

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Any chance of a successful, purposeful change in your culture needs to focus on the thoughts, beliefs, and actions of individual employees. That’s the foundation of a concept that Temkin Group introduced called Employee-Engaging Transformation (EET). EET is based on five practices: Vision…

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Here’s What 500 People Told Me about Customer Service

Blanchard LeaderChat

Customer Service Support Assistance Service Help Guide ConceptOver the last eight weeks I have done Legendary Service customer service training with more than 500 people who all want to improve both internal and external customer service in their organizations. Because I’m a big believer in the concept that no one of us is as smart as all of us, I ask participants in each class to share their ideas and strategies.

Here is the synthesis of the brilliance from amazing leaders just like you.

To rally your people to unleash the dream of Legendary Service and fuel repeat business, drive customer loyalty, and increase employee devotion, you must:

  • Listen to people’s ideas for improvement. Really listen. Spotlight situations where you have acted on their ideas. Listen with curiosity, not necessarily to find solutions.
  • Empower your team. Set clear agreements about their decision making authority. Ask them to describe circumstances where they would like the power to solve…

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Is Your Customer Service Legendary—or is it a Health Hazard?

Blanchard LeaderChat

This guest post is from Ian Beeson, managing director of Blanchard International, Australia.

Customer Satisfaction SurveyEvery interaction we have with a service provider leaves us with some sort of emotional response, from neutral and bland to deep anger and frustration at one extreme, joy and delight at the other.

We’ve all felt the stress associated with a provider whose customer experience is unresponsive and sometimes downright antagonistic—and the health effects of stress are well documented.

So are you killing your customers with stress and hostility? What are some straightforward steps you can take to nurture their long-term well-being? And why should you care?

Much has been written on the profit impact of customer service. Ken Blanchard sometimes describes profit as “the applause you get for delivering Legendary Service to your customers.” But there is a more simple, subtle, and powerful aspect to customer care. Customers will naturally move toward experiences that meet…

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Dr. Marshall Goldsmith on Triggers: Creating Behavior That Lasts–Becoming the Person You Want to Be

Blanchard LeaderChat

marshall-goldsmithChad Gordon interviews Dr. Marshall Goldsmith, the world’s top-rated executive coach and author of the new book, Triggers: Creating Behavior That Lasts–Becoming the Person You Want to Be.

Dr. Goldsmith discusses the environmental and psychological triggers that can derail us at work and in life and what we can do about it.

triggers-marshall-goldsmith-book-coverDrawing on his years of experience coaching top executives Goldsmith shares an inside look on how to achieve change in our lives.  He discusses the unique challenges top executives face and shares the number one reason people don’t act on their good intentions. He also shares six questions he recommends asking yourself everyday to stay on track and begin to find alternatives to instinctive impulse-response behavior patterns.

Goldsmith explains how planning in advance–learning to avoid negative triggers when possible–and adjusting behavior when unavoidable by recognizing we have a choice opens up new possibilities. Great advice on how to add a little…

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“People are naturally lazy” and Other Myths about Employee Engagement

Blanchard LeaderChat

When you look at all of the stats pointing to the low levels of employee engagement in the US and around the world, you might start to believe that people are naturally lazy and disengaged—or that people wouldn’t work if they didn’t have to.

But that’s not true. In fact, that kind of misinterpretation of the research can lead to assumptions that actually perpetuate disengagement, such as the concept of organizations needing to use incentives, rewards, promotions, praising, perks, status building, pay raises, games, competition, or prizes to get anything accomplished.

Knowing the truth behind the nature of human motivation will not only help you reframe the research and rethink your basic beliefs, it will also allow you to embrace new practices that result in employee engagement and work passion. Let me explain.

People’s Basic Nature is to Thrive

In the 2014 movie Gravity, Sandra Bullock’s character goes into…

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Managers’ spirituality, mindfulness, and ethical behaviour

Research on Meditation & Mindfulness

McGhee, P., & Grant, P. (2015). The influence of managers’ spiritual mindfulness on ethical behaviour in organisations. Journal of Spirituality, Leadership and Management, 8 (1), 12-33.Full text. http://dx.doi.org/10.15183/slm2015.08.1113

Abstract. Recently, there have been several corporate scandals both in New Zealand and overseas involving unethical management behaviour that caused significant harm to a range of stakeholders. The literature on spirituality and mindfulness posits that each could enhance ethical praxis and management conduct if they were encouraged in organisations. To date, minimal work has been completed bringing these related constructs together and demonstrating how and why they might influence ethical decision-making and behaviour positively. This paper attempts such a combination.

As part of a larger study, 14 managers from a variety of organisations were interviewed to determine how their spirituality influenced their ethical behaviour in the workplace. Using stories of real-life critical incidents and thematic analysis, this research found that…

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6 Steps to Rebuild Broken Trust

Blanchard LeaderChat

Trust Under ConstructionI believe most leaders strive to be trustworthy. There aren’t too many leaders who wake up in the morning, roll out of bed and say to themselves, “Hmmm…I think I’ll try to break someone’s trust today!” Yet even in spite of our best intentions, there will be times when we damage the level of trust in our relationships. Sometimes it’s due to our own stupidity when we make choices that we know are wrong or hurtful to others. Other times we unknowingly erode trust by engaging in behaviors that others interpret as untrustworthy. Regardless of how it happens, breaking trust in a relationship is a serious matter. When a breach of trust occurs, there are six steps a leader should take to repair the relationship:

  1. Acknowledge that trust has been broken. As we’ve learned from the success of the twelve-step recovery process, acknowledging that there is a problem is the first…

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