Category Archives: Employee Engagement

Using Level 3 Conversations to Bring Out the Best in Your Staff

  Drew just got done giving his staff of five the parameters of a new service they would be offering, how it would be rolled out, what the CEO wanted the company to be known for and what a high quality deliverable would look like.   Then he said, “Let’s now have a level 3 […]

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Thanksgiving Every Day?

Tom, a business manager, told me. “I don’t have to thank my employees. They’re doing their jobs. That’s what they’re paid to do. I’ll thank and praise them when they do something extra.” Me: “Do you like to be praised? Do you like to be thanked?” Tom: “Sure, but only when I deserve it.” Me: […]

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Get off your ‘But’

“I liked everything you did on the project, but…” “You put in a lot of effort, but…” “I did everything you asked. But …” ‘But’ is a set up for negativity. It’s telling the listener that ‘the other shoe is about to drop’. It’s letting judgment come into the picture so the listener knows they […]

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Ideas to Build a Customer-Centric-Bottom-Line

How often do you acknowledge and praise each of your employees? The Problem: As a business owner or manager you get caught up in the daily tasks, the things you have to get done.  Because you are task and deadline focused, you sometimes forget to praise your employees, to acknowledge them for a job well […]

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Does Your Whole Organization Focus On Your Client All the Time?

The Problem: You have very dedicated staff who do their respective jobs well. However, sometimes they get caught up in back office functions, the minutia and the deadlines and forget that ultimately it’s all about the customer. Solution: At every meeting make sure there is an empty seat at the table. This includes planning meetings, […]

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The Nine Compelling Reasons That Customer Loyalty Drives Profitability And Cash Flow

(taken from the first chapter, read the whole chapter at www.customerloyaltyplaybook.com) More profit, The first one or two purchases generally cover the customer acquisition costs. Only after these do you realize profit from this customer. More revenues, Loyal customers buy more. More referrals, They are so happy they can’t help it. Not as price sensitive, […]

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Super Bowl Ads or Customer Experience: Creating Buzz or Creating Buying?

What do we talk about most after the Super bowl? Why the ads, of course! We all look to see what ads were controversial, what ads were unique or funny, heart touching or innovative, progressive or repulsive.  Comments on ads get discussed at the Super Bowl parties, Tweet’ed, Facebook’ed, YouTube’d LinkedIn’ed, Pinterest’ed, Instagram’ed, blogged, talked […]

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Delegation: Are You an Enhancer or a Diminisher?

John is a manager and has seven people who report to him. He grumbles that no one measures up to his skill level. Yes, he attempts to delegate the work that comes into the department to each of his employees. But he always finds fault with what they’ve done. It isn’t done exactly like he […]

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